LESSON 1

INTRODUCTION TO SUPERVISION IN
ROOM DIVISION
 Activity # 1
1. 8 Main Department in Hotel or Resort
2. 6 Areas of Room Division
3. Give at least 1 Function of Rooms
Division
The Main Departments In a
Hotel Or Resort
1. Front Office Department
2. Housekeeping Department
3. Food and Beverage Service Department
4. Engineering and Maintenance Department
5. Accounting Department
6. Marketing Department
7. Security Department
8. Human Resources (HR) Department
 What is room division?
• The rooms division of a hotel includes a variety of
departments, including reservations, front desk,
housekeeping, concierge, guest services, and security.
• The rooms division helps facilitate a guest's stay and
make it as pleasant as possible.
• The rooms division comprises departments and
personnel essential to providing the services guests
expect during a hotel stay. In most hotels, the rooms
division generates more revenue than other divisions.
 Importance of Rooms
Division
• The Rooms Department is very important in the
promotion plans of hotel. It affects the overall
profit and requires an appropriate strategy for
the successful operation of the hotel. Therefore,
the manager must have the necessary skills to
overcome the current problems in the hotel and
be flexible in problem solving.
 FUNCTION OF ROOMS
DIVISION
1. Reservation, registration, room & rate assignment
2. Fulfills guest services and updates room status
3. Maintains & settles guest accounts
4. Creates guest history records
5. Develops & maintain a comprehensive database of
guest information
6. Coordinates guest services
7. Ensures guest satisfaction
 The 6 areas of room
division
1. Front office - It is the one of the many departments of the hotel
business which directly interacts with the customers when they
first arrive at the hotel. The staff of this department is very visible
to the guests. Front office staff handles the transactions
between the hotel and its guests.
2. Reservations - The reservations department is a vital link in any
hotel operation and whilst each department of the hotel is
important, the reservations area is where guests have their first
contact with an organization and therefore make their first
impressions
 The 6 areas of room
division
3. Housekeeping - Housekeeping is an operational department in
a hotel, which is responsible for cleanliness, maintenance,
aesthetic upkeep of rooms, public area, back area and
surroundings. ... The effort that a housekeeping department makes
in giving a guest a desirable room has a direct bearing on the
guest's experience in a hotel
4. Concierge - a concierge assists guests by performing various
tasks such as making restaurant reservations, booking hotels,
arranging for spa services, recommending night life hot spots,
booking transportation (like taxi, limousines, airplanes, boats, etc.),
coordinating porter service (luggage assistance)
 The 6 areas of room
division
5. Guest services - Guest services is a division of the hospitality
industry. The goal of guest services is to provide customers with an
enjoyable experience, primarily in the hotel and spa industry,
sports facilities, and event venues.
6. Security - Hotel security protects hotel guests, employees, and
property. Hotel security typically works directly on the hotel
property, patrolling the grounds, and in an office, monitoring
security cameras or filling out paperwork. ... If the situation calls for
it, hotel security may also work with the local police department.
 The typical duties of a
security officer include:
• Enforcing laws, rules and company policies
• Responding to emergencies
• Protect property
• Controlling access to buildings and protecting employees,
guests and the public
• Monitoring alarms and surveillance systems
• Patrolling areas and performing security checks
 Typical function of personnel in
Rooms Division
1. Front desk Agent - registers guest, and maintains room
availability information

2. Cashier - closes guest folios, and properly checks out guest

3. Night auditor - controls the job of the accounts receivable

clerk, and prepares daily reports to management (occupancy
report& revenue report)

4. Mail & information clerk - takes messages, provides directions to

guests, and maintains mail.
 Typical function of personnel in
Rooms Division
5. Telephone Operator - manages the switchboard and
coordinates wake-up calls

6. Reservation agent - responds to reservation request and creates

reservation records

7. Uniformed service agents - handles guest luggage, escorts guest

to their rooms and assist guest for any bit of information requested