What is a Hotel ?

A hotel is an establishment that rents out

rooms on a short-term basis. Hotels and rooms
can range from a basic bed and clothing storage
to luxury suites or even villas.

Larger hotels can provide additional facilities

such as a swimming pool, spa, gym, meeting
rooms and multiple restaurants. There is
different hotel types and classifications, based
on the offer of facilities and level of luxury.
Hotel rooms are usually numbered to allow
guests to find their room.

Some hotels offer meals included in the room

rate. Most hotels include breakfast.
Front of House versus Back of House
Front of house
Staff or employees who have a direct contact
with the guest. He or she will greet, welcome,
assist, provide and deliver a good services and
products to the guest. These employees are
also the first impression the guest has of the
hotel/resort.

Back of house
Staff or employees who have an indirect
contact with the guest and is performing duties
in the hotel operation out of direct guest
contact. These positions are equally important
too, because they ensure that everything
behind the scenes is working reliably.
 The Functions and Departments of a
Hotel
To understand the daily operations of a hotel, we need to
understand the structure of hotels to get an overview of
the organization
General
Manager

Hotel
Manager

Rooms Food & Human Sales &

Division Beverage Engineering Security Resources Marketing Finance

housekeeping

Front office

For any hotel the organisational structure will be basically the same. It is
divided into departments, each responsible for an area of work. The larger
the hotel is and the more facilities it has, the more specialised the
departments become.
The General Manager

The General Manager (GM) is the

manager of the entire hotel.
Their main responsibilities include:

• Leading the management team.

• Coordinating departments
• Participating in the formulation of
hotel strategy
• Leading the hotel staff in meeting
responsibilities and targets
• Fully responsible for the
performance of the hotel
The Hotel Manager
The hotel manager works below the
general manager and is responsible for de
daily operations of the hotel.

• Responsible for developing and

executing plans developed by the
owner(s) and management
• Checking operations, providing
feedback and offering assistance when
needed
• Completing, reviewing and summarizing
reports and sharing them with the
General Manager
• Responsibilities for the daily operations
and management of the hotel
Hotel Departments – Front Office
The Front Office is the hub of a hotel, often called
reception. It is the department that makes the first and
last impression on the guests, and the place that
guests approach for information and service
throughout their stays. The main duties of the front
office are as follows:

• Selling rooms
• Handling check ins and check outs
• Providing services and information to guests

Front desk clerk

The Main Hotel Departments – Reservations

The Reservations Department is in charge

of accepting or not accepting room
reservations.
The Main Hotel Departments - Housekeeping

The Housekeeping Department makes

sure the hotel stays clean and
hygienic, and looks clean and
organized.

They clean rooms after guest check

out, during the guest stay as well as
cleaning all other areas of the hotel.

The housekeeping department is

critical to the smooth daily operation
of any hotel.
The Main Hotel Departments - Engineering

The Engineering Department is

responsible for the maintenance
and the operations of all
machinery and equipment
(including heating, air conditioning
and lighting ).

It is also responsible for small

building, plumbing and other
works, both inside and outside the
hotel and in all departments.

This department maintains the

property, fixes lights and other
equipment.
The Main Hotel Departments - Security

The Security
department protects the
guests and staff of the
hotel, including all of
their property. Also the
security department
role in a hotel is to
secure the property and
surroundings of the
Hotel.
 Stewarding Department
The steward takes care of
cleaning all cooking and serving
equipment, organizing and
storage, as well of keeping the
back of house tidy.

The correct cleaning, drying

and storage of all equipment
used in the preparation and
cooking of food is critical to
prevent the spread of bacteria
and cross-contamination.
Hotel departments
Room service
The room service staff are
often responsible for a
complete floor in an
establishment or, depending on
the size of the establishment, a
number of rooms or suites.

Room service of all meals and

beverages throughout the day is
normally only offered by a
first-class establishment.

In smaller establishments room

service may be limited to a
small food and drinks menu
and a minibar in the room.
Hotel departments
This team of staff are then
responsible for the service of all
meals and beverages (alcoholic and
non-alcoholic) in guest rooms.

A thorough knowledge of food and

drink, and their correct service, is
therefore essential. The importance
of good liaison and cooperation with
the housekeeping staff cannot be
over-emphasised here. The floor
service staff will normally work from
a floor pantry or central kitchen with
all food and drink reaching the
appropriate floor and the required
room by lift and in a heated trolley or
in larger resorts in special buggies.
 Food and Beverages
Welcome!
Guests come to a restaurant to enjoy a
drink of have some food.

Guests do not come just for food and

drinks, they come for an experience:
atmosphere, good service and to enjoy.

As service staff, you are responsible for

the guests to have a good experience.
To impress the guests by exceeding
their expectations

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 What is F&B?
-> Food and Beverage Service
The service in a restaurant or
bar, responsible for:

- Communicating with
guests
- Taking orders
- Preparing drinks
- Serving guests
- Communicating with
kitchen
- Handling payments

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 Food
• The food offered in a restaurant
– guest can order from a
menu

– different styles and cuisines

in different restaurants

– different moments of the

day:
• Breakfast
• Brunch
• Lunch
• Dinner
• light snacks

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 Beverages
• All drinks served in a
restaurant or bar
– Alcoholic:
• Beer, wine, cocktails,
spirits
– Non-alcoholic
• Coffee, tea, soda, juice,
mocktail, milkshakes,
smoothies, water, milk
etc.

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 What is a restaurant?

A restaurant is a place
where cooked food is
sold to the public, and
where people sit down
to eat it. It is also a
place where people go
to enjoy the time and
to eat a meal.

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 Service
Service refers to the action of helping or doing work for
someone. Service industry refers to a type of business that
provides services or intangible products to customers.
Transportation, communications, insurance, real estate, food
industry (restaurants, cafes), health care, legal services are some
examples businesses that belong to the service industry.
In business, service is also what you offer your customers
 Hospitality
Hospitality is the generous and friendly treatment of visitors
and guests. In the service industry, hospitality is what makes
your business unique and memorable. Hospitality describes
how you make your customers feel while receiving the services
you offer. Basically, it describes how you treat your customers.
If you treat them warmly and friendly, they will become your
regular customers. Your hospitality will be apparent from the
smile you wear, the tone of your voice, eye contact, and your
actions; these will create a positive experience
 What is hospitality?
1. The act of being friendly and welcoming to
guests and visitors

2. The food, drink and entertainment, etc. that

and organization provides for guests.

Hospitality means extending a welcome to

travellers or offering a home away from home.
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