TOU 042: Micro Perspective in Tourism and Hospitality

Module #8

Name: ______________________________________________________________ Class number: _______

Section: ____________ Schedule: _______________________________________ Date: _______________

Lesson title: Management of the Lodging Establishments References:

Lesson Objectives: Lansangan-Cruz, Zenaida (2019) Micro
At the end of this module, I should be able to: Perspective of Tourism and Hospitality
1. Identify the different departments of lodging establishments.
2. Discuss the organization and management of the different Cariño, Celia E. and Beltran, Ma.
department of accommodation establishments. Pamela N. (2013) The Hospitality
Industry An Introduction

Productivity Tip: Create flashcards for key terms and concepts you learned today. Quiz yourself using these flashcards
every few days!

A. LESSON PREVIEW/REVIEW
1) In the previous lesson, we have learned about the classification of lodging establishments. We identified different
categories for classifying lodging establishments. We also learned about the organization of the lodging industry.
To review, can you identify 4 categories used to classify lodging establishments?

Categories for Classification of Lodging Establishments

1. 3.
2. 4.

In this module, we will learn about the management of lodging establishments. There are different departments
comprising an accommodation. We will look into these departments and how they are organized and managed in
the operations of accommodation establishments.

2) Activity 1: What I Know Chart, part 1 (3 mins)

Do you know anything about the classification of lodging establishments? Try answering the questions below by
writing your ideas under the first column What I Know. It’s okay if you write key words or phrases that you think
are related to the questions.

What I Know Questions: What I Learned (Activity 4)

What are the different
departments of lodging
establishments?
What are the functions of each
department?

This document is the property of PHINMA EDUCATION

 TOU 042: Micro Perspective in Tourism and Hospitality
Module #8

Name: ______________________________________________________________ Class number: _______

Section: ____________ Schedule: _______________________________________ Date: _______________

B.MAIN LESSON
1) Activity 2: Content Notes

A lodging property is defined as an establishment that charges fees for providing furnished sleeping
accommodations to persons who are temporarily away from home or who consider these accommodations
their temporary or permanent homes. Many of these establishments also
provide food, beverages, cleaning services, and a range of other services
normally associated with travel commonly sought by travelers.

The number of departments or divisions a lodging establishment has depends

on the size and scale of products or services offered. Generally, a full service
hotel is composed of seven major departments performing important functions
that contribute to its success. Each department is headed by a director that
regularly reports to the general manager and is responsible for the overall performance of his department.

Rooms Division

The Rooms Division is considered to be the largest employer of the hotel. It is composed of two departments:
Front Office and Housekeeping. The Front Office is considered to be the hub or
nerve center of the hotel. It is the department that makes a first impression on the
guest and one that the guest relies on throughout his or her stay for information
and service.

Functions of the Front Office

1. To sell rooms, which includes registering the guests and assigning
rooms.
2. To provide services such as handling mail, telegrams and messages for
guests and furnishing information about the hotel, the community, and
any special attractions or events.
3. To keep accounts, determine credit, render bills, receive payments and
provide for proper financial and credit accommodations.

Sub-units of the Front Office

 Front Desk – looks after the registration of hotel guests and serves as communication and information
 Reservations – handles reservations for room bookings
 Bell Service - responsible for escorting guests during check-in and check-out,
attending to their luggage and doing errands for the Front Desk
 Telephone Exchange – handles the telephone communication system to include:
answering incoming calls, receiving and disseminating messages, giving
information to callers through phone, placing and receiving long distance and
overseas calls, screening calls and other related matters

This document is the property of PHINMA EDUCATION

 TOU 042: Micro Perspective in Tourism and Hospitality
Module #8

Name: ______________________________________________________________ Class number: _______

Section: ____________ Schedule: _______________________________________ Date: _______________

 Front Office Cashiering – responsible for the settlement of guest accounts and other financial requests of
guests
 Concierge/Guest Relations Assistance – the section where any guest turns to for any kind of assistance like
tour and travel, directions to point of interest, confirmation of tickets and other services of this kind
 Airport/Transport Guest Assistance – handles the transport of guests
to and from airport or other transport terminal
 Business Centre – handle all transactions in the business center
including computer services, fax, email, photocopy, souvenir items, etc.

The Housekeeping department is responsible for the cleanliness, appearance and condition of the entire hotel.
This includes the public areas. It is the largest department in terms of number of people employed.

Functions of the Housekeeping Department

1. Efficiently keep as many rooms as possible in a ready condition.

2. Give information regarding Ready Rooms.
3. Interior decorating and arranging fresh flowers for VIPs.
4. Clean guestrooms, public rooms and outside grounds.
5. Attend to the special requests of the guests.

Sub-units of the Housekeeping

 Rooms Maintenance – responsible for the maintenance of all guest
rooms in the hotel
 Public Areas – responsible for the maintenance of all public parts of
the lodging establishment which includes corridors, hallways,
grounds, reception areas, public comfort rooms, offices and function
areas where social events like parties and seminars are held
 Linen and Laundry – responsible for the processing of all requests for
laundry service, including guests’ laundry, employees’ uniforms and linen used for banquet functions

Food and Beverage Division

In the hospitality industry, the food and beverage division is led by the director of food
and beverage. He or she reports to the general manager and is responsible for the
efficient and effective operation of the different department under this division.

This document is the property of PHINMA EDUCATION

 TOU 042: Micro Perspective in Tourism and Hospitality
Module #8

Name: ______________________________________________________________ Class number: _______

Section: ____________ Schedule: _______________________________________ Date: _______________

Kitchen

The kitchen is in charge of all food production for the lodging establishment. This is manned by a brigade
headed by the Executive Chef. The brigade de cuisine is a system of hierarchy found in
restaurant and hotels employing extensive staff, commonly referred to as “kitchen
staff” in English speaking countries. This concept was developed by Georges Auguste
Escoffier. This structured team system delegates responsibilities to different
individuals who specialize in certain tasks.

Executive Chef
 Head of the kitchen
 Responsible for the efficient and effective operation of kitchen food production
 Responsible in exceeding guest’s expectations in the quality and quantity of food, its presentation, taste
and portion size
 Operates the kitchen in accordance with company policy and strives to achieve desired financial results

Sous Chef
 Assists the Executive Chef
 Responsible for the day to day running of each shift

Chef de partie (Line Chef)

 In charge for managing a given station in the kitchen, specializing in preparing particular dishes there.
 Those who work in a lesser station are commonly referred to as demi-chef.

Restaurant

A number of lodging establishments operate food and beverage facilities that are normally open to guests of
the property and to the general public. These facilities include formal
and informal restaurants such as specialty restaurants, coffee shops,
snack bars and cafeterias.

Hotel restaurants are run by a Restaurant Manager in much the same

way as other restaurants. He is responsible for the following:
 Exceeding guest service expectations
 Hiring, training, and developing employees
 Setting and maintaining quality standards
 Marketing
 Room service, minibars, or the cocktail lounge
 Presenting annual, monthly and weekly forecasts and budgets to the food and beverage director

This document is the property of PHINMA EDUCATION

 TOU 042: Micro Perspective in Tourism and Hospitality
Module #8

Name: ______________________________________________________________ Class number: _______

Section: ____________ Schedule: _______________________________________ Date: _______________

Bars

Hotel bars allow guests to relax while sipping on a cocktail after a hectic day. This opportunity to socialize for
business or pleasure is advantageous for both guests and the hotel. Bars are an important revenue source for
the food and beverage departments.

Kinds of Bars
1. Lobby bar – this convenient meeting place was popularized by Conrad Hilton
2. Restaurant bar – this bar is always the noisiest and offers a holding area for
the hotel’s restaurant
3. Service bar
4. Catering and banquet bar – this bar is used specifically to service all the
catering and banquet needs of the hotel
5. Pool bar – these are popular at resort hotels, where guests can enjoy a variety of exotic cocktails poolside
6. Sports bar
7. Night clubs – some hotels offer guests evening entertainment and dancing
8. Minibars – these are small, refrigerated bars in guest rooms

Stewarding

The stewarding department is responsible for the following:

 Cleanliness of the back of the house
 Maintaining clean glassware, china, and cutlery for the food and
beverage outlets
 Maintaining strict inventory control and monthly stock check
 Maintenance of dishwashing machines
 Inventory of chemical stock
 Sanitation of kitchen, banquet isles, storerooms, walk-ins/freezers,
and all equipment in food service
 Pest control and coordination with the exterminating company

Room Service/In-room Dining

The term room service has for some time referred to all service to hotel guest
rooms. However, some hotels have changed the name of room service to in-room
dining to present the service as more upscale. The intention is to bring the dining
experience to the room with quality food and beverage service.

The organization challenge of room management is arranging everything and

getting ready for action. The system for guests’ ordering is organized by telephone and by doorknob hangers
for breakfast orders. The most popular meal for room service is breakfast, even though some hotels provide

This document is the property of PHINMA EDUCATION

 TOU 042: Micro Perspective in Tourism and Hospitality
Module #8

Name: ______________________________________________________________ Class number: _______

Section: ____________ Schedule: _______________________________________ Date: _______________

room service 24 hours a day. Room service menus typically include the items that are similar to or the same as
those offered on menus in the public rooms.

Catering and Banquet

The director of catering is responsible to the food and beverage director for the selling and servicing, catering,
banquets, meetings, and exhibitions in a way that exceed guests’ expectations and produces reasonable profit.
He works closely with the Director for Sales and Marketing, Director for
Rooms Division and Executive Chef.

Catering is different from banquets. Catering has a broader scope and

includes a variety of occasions when people may eat at varying times, usually
outside the hotel premises. Banquets, on the other hand, refer to groups of
people who eat together at one time and in one place.

Human Resource Division

The lodging industry is labor intensive and of all the resources available, none are of greater value than human
resource. Human resources management is the implementation of the strategies, plans and programs required
to attract motivate, develop, reward, and retain the best people to meet the organization goals and
operational objectives of the hospitality enterprise.

Functions of the Human Resource

1. Hiring (Recruitment)
2. Compensation
3. Evaluation and Management
4. Promotions
5. Managing Relations
6. Planning
7. Training

Sales and Marketing

Sales and Marketing are critically important to the success of lodging organizations.

Sales: activities directly related to a client’s purchase of hotel rooms or services.

Marketing: activities directly related to increasing a potential guest’s awareness of a hotel.

This document is the property of PHINMA EDUCATION

 TOU 042: Micro Perspective in Tourism and Hospitality
Module #8

Name: ______________________________________________________________ Class number: _______

Section: ____________ Schedule: _______________________________________ Date: _______________

The objective of any lodging establishment is to market and sell its products and services profitably. Marketing
begins with a corporate philosophy and a mission, but the philosophy and mission should not just hang on an
office wall. It should be practiced everyday by everyone.

Security

It is important for any lodging establishment to keep its guests, employees and property safe and secured.

Safety: protection of an individual’s physical well-being and health

Security: protection of an individual’s or business’ property or assets

To demonstrate reasonable care, a hotel must address:

1. The hotel’s facility
2. The hotel’s staff
3. Policies and procedures implemented by the hotel

Engineering

Functions of the Engineering Division

1. Protecting and enhancing the financial value of the building and
grounds
2. Supporting the efforts of other hotel departments
3. Controlling maintenance and repair costs
4. Controlling energy usage
5. Minimizing guests’ facility-related complaints
6. Increasing the pride and morale of the hotel’s staff

Three Types of Maintenance

 Preventive – maintenance activities designed to minimize the costs and prolong the life of the equipment
 Routine – maintenance activities that must be performed on a continual (ongoing basis)
 Emergency – maintenance activities performed in response to an urgent situation

Accounting/Finance

There are several functions in the finance team of hotels, each serving a different purpose in hotel financial
management. Some of these may overlap but they include: financial accounting, cost accounting, tax
accounting, auditing and managerial accounting. And with the advent of technology, hotel accounting software
has gained a significant role in helping these finance function of hotels.

This document is the property of PHINMA EDUCATION

 TOU 042: Micro Perspective in Tourism and Hospitality
Module #8

Name: ______________________________________________________________ Class number: _______

Section: ____________ Schedule: _______________________________________ Date: _______________

Functions of the Finance Division

 Financial accounting involves recording and reporting of financial transactions, i.e. revenue, expense and
profit. It also includes calculating assets, liabilities and owners’ equity. Such data is necessary to grasp the
operational state of hotels, i.e. it generates the information needed for decision making.
 Cost accounting involves recording and reporting
business expenses, defined as time or resources. Hotel
owners are keen to know, on a daily basis, what has been
purchased, who purchased it and why it was purchased.
 Tax accounting involves recording taxes and filing tax
payments to the authorities. The division records all the
financial data needed to calculate taxes; presents
information adhering to hospitality standards, such as the
Uniform System of Accounts for the Lodging Industry
(USALI); and helps conform with different legal
requirements if the hotel operate in multiple jurisdictions
 Auditing involves verifying financial records and procedures. It audits trails to track and trace any changes in
financial records, alerts of unusual activities or differences, creates powerful data reconciliation and
rules/workflows.
 Managerial accounting involves analyzing hotel accounting information to make management decisions. It
provides meaningful reports based on financial data, multi-dimensional view of data to represent different
aspects of business and financial and operational KPIs

2) Activity 3: Skill-building Activities

Let’s practice! After completing each exercise, you may refer to the Key to Corrections for feedback. Try to
complete each exercise before looking at the feedback.

Exercise 1: Identify the following tourism and hospitality concepts.

1. Sub unit of the Front Office responsible for escorting guests during check-in and check-out,
attending to their luggage and doing errands for the Front Desk.
2. Kind of bar that is always the noisiest and offers a holding area for the hotel’s restaurant.
3. Maintenance activities designed to minimize the costs and prolong the life of the
equipment.
4. Sub unit of Housekeeping responsible for the maintenance of all guest rooms in the hotel.
5. Assists the Executive Chef and responsible for the day to day running of each shift in the
kitchen.
6. An establishment that charges fees for providing furnished sleeping accommodations to
persons who are temporarily away from home or who consider these accommodations their
temporary or permanent homes.
7. Maintenance activities performed in response to an urgent situation

This document is the property of PHINMA EDUCATION

 TOU 042: Micro Perspective in Tourism and Hospitality
Module #8

Name: ______________________________________________________________ Class number: _______

Section: ____________ Schedule: _______________________________________ Date: _______________

8. Responsible for managing a given station in the kitchen, specializing in preparing particular
dishes there.
9. Sub section of the Front Office where any guest turns to for any kind of assistance like tour
and travel, directions to point of interest, confirmation of tickets and other services of this
kind.
10. Maintenance activities that must be performed on a continual (ongoing basis).

Exercise 2: Try the exercise below and see if you can enumerate the following:

Functions of the Front Office Department

1.
2.
3.

Functions of the Housekeeping Department

1.
2.
3.
4.
5.

Functions of the Human Resource Division

1.
2.
3.
4.
5.
6.
7.

Functions of the Engineering Division

1.
2.
3.
4.
5.
6.

This document is the property of PHINMA EDUCATION

 TOU 042: Micro Perspective in Tourism and Hospitality
Module #8

Name: ______________________________________________________________ Class number: _______

Section: ____________ Schedule: _______________________________________ Date: _______________

Functions of Accounting/Finance Division

1.
2.
3.
4.
5.

Exercise 3: Write short responses for the questions:

a. What is the difference between sales and marketing?

b. What is the difference between safety and security?

c. What is the difference between catering and banquet?

3) Activity 4: What I Know Chart, part 2

It’s time to answer the questions in the What I Learned chart in Activity 1. Log in your answers in the table.

4) Activity 5: Check for Understanding

Look for one lodging establishment in your area and identify the different divisions or departments it has.

C. LESSON WRAP-UP
1) Activity 6: Thinking about Learning

Congratulations for finishing this module! Shade the number of the module that you finished.

This document is the property of PHINMA EDUCATION

 TOU 042: Micro Perspective in Tourism and Hospitality
Module #8

Name: ______________________________________________________________ Class number: _______

Section: ____________ Schedule: _______________________________________ Date: _______________

Did you have challenges learning the concepts in this module? If none, which parts of the module helped you
learn the concepts?

____________________________________________________________________________________________
____________________________________________________________________________________________

Some question/s I want to ask my teacher about this module is/are:

____________________________________________________________________________________________
____________________________________________________________________________________________

KEY TO CORRECTIONS

Answers to Skill-Building Exercises

Exercise 1: Identification

Bell Service 1. Sub unit of the Front Office responsible for escorting guests during check-in and check-out,
attending to their luggage and doing errands for the Front Desk.
Restaurant 2. Kind of bar that is always the noisiest and offers a holding area for the hotel’s restaurant.
bar
Preventive 3. Maintenance activities designed to minimize the costs and prolong the life of the
Maintenance equipment.
Room 4. Sub unit of Housekeeping responsible for the maintenance of all guest rooms in the hotel.
Maintenance
Sous Chef 5. Assists the Executive Chef and responsible for the day to day running of each shift in the
kitchen.
Lodging 6. An establishment that charges fees for providing furnished sleeping accommodations to
persons who are temporarily away from home or who consider these accommodations their
temporary or permanent homes.
Emergency 7. Maintenance activities performed in response to an urgent situation
Maintenance
Chef de 8. Responsible for managing a given station in the kitchen, specializing in preparing particular
partie dishes there.
Concierge/ 9. Sub section of the Front Office where any guest turns to for any kind of assistance like tour
Guest and travel, directions to point of interest, confirmation of tickets and other services of this
Relations kind.
Assistance
Routine 10. Maintenance activities that must be performed on a continual (ongoing basis).
Maintenance

This document is the property of PHINMA EDUCATION

 TOU 042: Micro Perspective in Tourism and Hospitality
Module #8

Name: ______________________________________________________________ Class number: _______

Section: ____________ Schedule: _______________________________________ Date: _______________

Exercise 2: Enumeration

Functions of the Front Office Department

1. To sell rooms, which includes registering the guests and assigning rooms
2. To provide services such as handling mail, telegrams and messages for guests and furnishing information
about the hotel, the community, and any special attractions or events
3. To keep accounts, determine credit, render bills, receive payments and provide for proper financial and
credit accommodations

Functions of the Housekeeping Department

1. Efficiently keep as many rooms as possible in a ready condition
2. Give information regarding Ready Rooms
3. Interior decorating and arranging fresh flowers for VIPs
4. Clean guestrooms, public rooms and outside grounds
5. Attend to the special requests of the guests

Functions of the Human Resource Division

1. Hiring (Recruitment)
2. Compensation
3. Evaluation and Management
4. Promotions
5. Managing Relations
6. Planning
7. Training

Functions of the Engineering Division

1. Protecting and enhancing the financial value of the building and grounds
2. Supporting the efforts of other hotel departments
3. Controlling maintenance and repair costs
4. Controlling energy usage
5. Minimizing guests’ facility-related complaints
6. Increasing the pride and morale of the hotel’s staff

Functions of Accounting/Finance Division

1. Financial Accounting
2. Cost Accounting
3. Tax Accounting
4. Auditing
5. Managerial Accounting

This document is the property of PHINMA EDUCATION

 TOU 042: Micro Perspective in Tourism and Hospitality
Module #8

Name: ______________________________________________________________ Class number: _______

Section: ____________ Schedule: _______________________________________ Date: _______________

Exercise 3: Short Answers

a. What is the difference between sales and marketing?

Sales pertains to activities directly related to a client’s purchase of hotel rooms or services while
Marketing pertains to activities directly related to increasing a potential guest’s awareness of a hotel.

b. What is the difference between safety and security?

Safety is the protection of an individual’s physical well-being and health while Security is the protection
of an individual’s or business’ property or assets.

c. What is the difference between catering and banquet?

Catering has a broader scope and includes a variety of occasions when people may eat at varying times,
usually outside the hotel premises. Banquets, on the other hand, refer to groups of people who eat
together at one time and in one place.

Answers to Checking for Understanding:

Answers may vary but should be included in the discussed departments/divisions in the content notes.

This document is the property of PHINMA EDUCATION