Accommodation Sector
 Resident Manager-
Accomodation -Where tourist Rest
The Hotel Industry
Hotel
-Made up of Several Business, or Revenue center
of Cause Center. It Needs the cooperation of
large and diverse group to perform well.
2 Centers:
 Revenue Center- income-generating
department of a hotel. They are
collectively called front of the house (They
have the Interaction, Communication with
the Guests)
 Cost Center- Provides Technical support
to be Income-Generating Department of a
hotel. They collectively called The Back off
The House (they do not have direct
Contact with the guest)
Organization
A hotel run by
 General Manager- in charge of operation
and Responsible for the overall
Performance of hotel and It's employees.
-The success of the hotel in a day to day
Operations lands on General manager - They are
responsible for the overall performance
- Long term experience on how you handle the
hotel and The People.
- Committee
Executive Committee Comprise of key Executives
who head the major departments in a hotel.
Ff.
- next manager in line after the GM
*Executive Assistant Manager - In The absence
of The General Manager, the Resident Manager is
Next in Line.
- Highly Visible to the staff and to the guest as
well
 Rooms division Director - Handles Daily
sales and service Guest room
- They are in the sales and services of our hotel
Rooms.
- Responsible to the general manager For the
Efficient, And Effective leadership and operation
in all the departments under the rooms division
- Overseas all the departments under The Rooms
division Department ( sales, service, All the guests
room or Hotel Room)
 Food And Beverages Director
-Oversees The Most Labor- intensive part of
Hotel Operations, From purchasing, Receiving,
Storing the food, Repairing to Serving.
Catering Manager
Banquet Manager
Assistant F&B Director
Convention Coordinator
Restaurant Manager
Bar Manager
 Sales and Marketing Director
- in charged with generating new business for a
Hotel.
- Representing the Hotel to the Public. They need
to make a positive Image to the Public. Through
Public Relation and Public activities
. - Advertising, Promotion, And they organize
special Event to the hotel
- They do Marketing strategy but can generate
new Possible Or Income for the Hotel
 Human Resource Director
- Responsible For non register element of A hotel
from Interviewing to performance Review.
- Also Called Personnel Director
- Hiring And Labor Relations, Disciplinary Action.
 Financial Controller
- Looks after accounting functions and Various
financial control functions.
- Payroll, Banking, Internal Audit, salary.
- They are In charge in salary - Banking The
Money and the sales
 Director of Engineering
- Looks after the maintenance and repair of the
physical plant.
- More On the Maintenance and Repair the
Hotel.
-Anything Mechanical in nature
 Security Manager
- Manages and monitors Hotel Security
- Security of The guest and The Employees
Departments
Rooms Division Department
Front Office
Considers the hub or the nerve center of a hotel.
The Following are among the positions in the
front office:
- Desk Clerk, Desk Attendant, Receptionist
or Room Agents – Rooming and cashiering duties,
welcoming and registering arriving guest, and
presents statements and collects payment
- Night Auditor- responsible for balancing
guests’ accounts receivables
- - Balancing the Accounts receivable -
Around 1 Am (Sila nag Ba-balance)
- Heart of The Hotel
- 1st Impression of The Guests relays on this
certain place of the Hotel.
- Make or Break the Transaction
- Nerve center Of The Hotel
- We Rely in Front Office in terms of Information
and Service
Reservation
Reservation refers to an arrangement by which
lodging operators hold accommodations for
guests who will be arriving at some time later
- First Contact between the guest in the hotel
The following are the types of reservation:
Confirmed Reservation
- It is a reservation that is made with sufficient
time or a confirmation slip to be return.
-have slip
Guaranteed Reservation
- You will pay for your first night prior to your
arrival
Regular or Non- Guaranteed Reservation
-Not paid in advance
- Room is held only for a specific time
Guest Services
Or uniformed services, headed by a guest
services manager who may happen to be the bell
captain
The following are the key positions in this
department:
 Bellman/ Bell Person
- They handle guest luggage escorts the guest to
the rooms,
- They Provide information of the hotel and
amenities
-They received Tips from the guest
 Concierge
- Uniformed employees of a hotel who has own
separate desk
-They also assist guests conciergeness and over
the telephone prior their arrival or during they
stay in the hotel and after their departure.
-They usually Received steaward
-They Review memos, Messages, special
Transaction, Arrival Sheet, Arrival Departure List.
 Door Attendant, Doorman, Door Person
- They are responsible to greeting the guest
-They assist opening and closing the automobile
as well
-Keeps entrance of the hotel clear from vehicles
Telephone Exchange
Or Private Branch Exchange (PBX). A vital part of
the smooth running of a hotel
- First contact of the guest
-Profit center because hotel generally add 50%
charge to a long distance call
- prompt and contious
This includes:
 In-house communication- You would dial and
you can contact specific department
 Guest Communication- Page, voicemail
 Voicemail
 Faxes
 Messages
 Emergency centers
Housekeeping
Responsible for the cleanliness, appearance and
condition of the entire hotel, including public
areas
-Largest Department in terms of the number of
people employed
The following are among the positions in this
department:
 Executive Housekeeper
- Maintaining smooth and efficient flow of
operation of the housekeeping department
- He or she make sure that the Maintenance is
carried out in accordance to the SOP ( standard
operating procedure of the hotel)
 Checker/ Supervisors
- Direct and control rooms keeping activities and
ensure that this conform to Prescribe rooms
keeping standards and policy they double check
that is being make up
 Room Attendant
- They attend to the maintenance and upkeep all
the guest room that is assigned to them.
 Laundry Personnel
- washing and drying the lines of the hotel such as
bed sheets, pillowcase, towel, Tablecloth, and
napkin
DEPARTMENT
Food and Beverages Department
 Kitchen
In-charge with the production of food beverages
in the hotel
The following are the key positions in the kitchen:
Executive Chef
- Head of the kitchen
Responsibilities:
- Director of the F&B efficient and effective of
operation of the food production area
-Exceed guest expectation in term of the quality
and the quantity of the food, Presentation of
course the taste and the portion size.
- They overseas the whole kitchen in accordance
to the company policies
Sous chef
-French word Sous means Under
-Assistant of Executive chef
Responsibilities: Day to day of running of each
shift
Chef de Partie
- Also called The station chef
-In charge of particular station of production
 Hotel Restaurant
Open to registered guests and to the general
public. Run by a restaurant Manager and
Restaurant staff
 Bar
Allow guests to relax while sipping cocktails,
Important revenue source for F&b department as
well
Kinds of Bar
Lobby Bar-Lobby of the hotel. Holding area of
hotel Guest
Restaurant Bar- Plays beverages
Service Bar- a Counter on which bartenders plays
beverages for waiter to serve
Catering or Banquet Bar- Used specifically to
service all the catering and banquet needs of
hotel
Pool Bar- Located alongside the pool
Sports Ball- Cater sports fans usually have
televise sports events
Night clubs- Offers guest evening entertainment
and dancing
Minibars- Small refrigerated bar that is found
inside the room of the hotel
 Stewarding Department
Headed by Chief steward, who is responsible in
terms of reporting to the director of FB. They do
the cleaning after the operation
Responsible for the Following Functions:
 Cleanliness of the back ofreserv the house
 Maintaining clean glassware, china and
cutlery
 Strict inventory and monthly stock check
 Sanitation of kitchen and all equipment
 Forecasting labor and cleaning supplies
 Rooms Service
- or in-room dining. This refers to the F&B
services provided to hotel guestrooms
-Food and beverages service provided by the
hotel
-They Deliver your food in your room
 Catering and Banquet
banquets refer to group of people who eat
together at one time and in one place. Catering
on the other hand, includes a variety of occasions
when people may eat at a varying time
Banquet- refers to group of people who eats
together at one time and one place
Catering- Free to choose where to eat and what
time to eat
Director of Catering- in charge meetings,
exhibition, banquet catering service of the hotel
Marketing and Sales Department
-Responsible for making sales to guests to
increase a hotel market shares
-Led by Director of Marketing and sales
- additional income of a hotel
Sales- Identify the income an organization
receives as a result business
Marketing- A process of service planning, service
product, finding the right place, finding the right
price
Promotional Tools
Advertising- Paid for advertisement, Non
personal.
Personal Selling- Have contact with the guest, you
can up sell the room
Sales Promotion- Inducement, you will give a
coupon
Internet
Public Relation- You are improving the image of
your organization
Human Resource Department
 Responsible for personnel sourcing and
hiring
 Led by human resource Manager
 The following are the objective of HR
Department
- Task analysis and Job analysis
- Job Description
- productivity standards- measure how long to
finish a certain job
-Recruitment and selection- finding the right
person for that position
- Orientation
-Training
- Performance appraisal
- Employee development – team building
Finance Department
- Identifies, evaluates and communicates
economic information about a hotel’s
performance in terms of financial reports
- 2 accounting system used
 Front office accounting- Guest Ledgers and
City ledgers
- generating of daily transaction PMS (property
management system
Guest Ledgers- all registered guest
City Ledgers- Non Registered Guest
 Back office Accounting- Manages the sales
ledger such as credit card payment
- account receivable transaction
Engineering Department
- anything mechanical
Security Department
- Alarm system etc.