UNIT 4 LODGING OPERATIONS

Module 4
Functions and Departments of a Hotel

MODULE DESCRIPTOR:
This unit deals with the knowledge and skills of the student to draw and describe the
organizational chart of hotel, identify the revenue and support center in the hotel and to
know the qualities of the hospitality leaders.

LEARNING OUTCOMES:
At the end of this module you MUST be able to:
1. Outline the duties and responsibilities of key executives and department heads.
2. Determine the qualities of Hospitality leaders.
3. List the revenue and support center in the hotel department.

Role of a General Manager

Chief Operating Officer (COO)
Ensuring highest level of associate and guest service
Overseeing and coordinating operations
Increasing profitability
Qualities of Successful Hospitality Leaders
Leadership
Attention to detail
Follow-through
People skills
Patience
Ability to delegate effectively
Functions of a Hotel
1. Lodging accommodations
2. Revenue centers
3. Cost centers

4. Serve and enrich society

5. Profit for the owners
Revenue Ceṇter Support Ceṇter
Front Office Housekeeping
Food and Beverage Accounting
Catering Engineering
Room service Human Resource
Retail Stores

Executive Committee Chart

HOTEL DEPARTMENTS
Human Resource department serves to manage the
existing human resources and work closely with all
departments and represent the company in negotiations
counseling with employees in terms of affairs,
employment, discipline, grievance, or company policy
on welfare programs.

Front office (room management) department handles

customer service including front desk service,
reservation, laundry, concierge, telephone, and
housekeeping service. A hotel’s front office is where
guests are greeted when they arrive, where they
get registered and assigned to a room, and where
they check out. It’s almost the most important department
as it often offers contact with customers.
Housekeeping department responsible for arranging
or setting up equipment, maintain the cleanliness and
comfort, repair damage and provide decoration in order
for the house (hotel).

Food and Beverage department is responsible for all of the

dining rooms, restaurants, bars, kitchen, clean up services, etc.

F/B department divided into two parts: kitchen and restaurant.

Kitchen department is responsible for food preparation
including main food, dessert, side food, and beverage.
Restaurant department‘s role is to provide dining
room operation, waiter service, food runner, and clean up service.
Marketing and Sales department is to sell the hotel facilities and
services to individuals and groups. They sell rooms, food, and beverage
or special services such as massage and laundry to potential
customers through advertising or direct contacts.

Accounting Department which serves to make a record of all

transactions that occur on a regular basis, so that each end
of the month, year-end statements can provide information
about the financial position relating to hotel assets, debts and
capital as well as profit and loss.

Related link
https://www.youtube.com/watch?v=SWvoSXCv
bJE Functions and Departments of a
Hotel

References
Barrows/Power, Intro to the Hospitality Industry
Global Edition
Exploring the Hospitality Industry
Clayton/liqoury Hotel and Motel Management and Operation
http://vaniadorothea2.blogspot.com/2011/11/organization-chart-job-description-of.html
https://www.orgcharting.com/hotel-organizational-chart/

HOSPITALITY MANAGEMENT Assoc. Prof. Daniela Popova, PhD

Watch
Ascott Makati Interview with Joanne Golong-Gomez, General Manager
https://www.youtube.com/watch?v=neDWpOCKxWc
1. After watching the interview to Joanne Golong- Gomez, General Manager of
Ascott Makati, what did you learn to her as a General Manager.
2. What are the challenges of being a General Manager.
3. What is the role of a manager in the hospitality industry?