• A hotel can provide good service when all

departments will work together in an efficient

and effective way by showing goo team work,
coordination and communication.

• The most important function if a hotel is to

provide food and shelter to perspective guest.
All departments are broadly categorised in the two parts:

1. Operational Department (Core Department)

• Front Office - revenue center
• Food and Beverage Service - revenue center
• Housekeeping - cost center
• Food or Kitchen Production - cost center

2. Administrative Department (Non-Core Department)

• Maintenance Department
• Accounting Department
• Human Resource Department
• Electronic Data Processing Department
• Communication Department
• Security Department
• Purchasing Department
• Sales and Marketing Department
FRONT OFFICE
 FUNCTIONS OF FRONT OFFICE

• Allot the room to the guest (check-in).

• Maintain the room records for reservation and allocation.
• Collect the room charges and other miscellaneous charges
used by guest.
• Take advance booking for rooms.
• Handle the phone calls of hotel.
Sections
• Front Desk
o Reception – used for check-in process of the guest.
o Information – used for providing various information for in-
house guest.
o Cashier desk – used for check-out process of the guest.
o Guest relation desk – used for collecting guest feedback
and maintenance of guest history.
o Bell desk – used for assistance of guest for arranging
vehicles for guest movements and for making transportation
reservation.
Sections
• Back Office
o Reservation desk – used for taking booking for rooms.
o Telephone Operator – used for attending all phone calls
land up in the hotel or for providing trunk dial facility to
guest.
FOOD AND BEVERAGE SERVICES
FUNCTIONS OF FOOD AND BEVERAGE SERVICES

• Provide food and beverage facilities to the guest.

• Provide food and beverage for groups, conferences,
meetings, theme parties, etc.

Sections
• Restaurant
• Room service
• Banquet
• Bar and Lounge
HOUSEKEEPING
 FUNCTIONS OF HOUSEKEEPING

• Take care of the cleanliness of rooms, hotel buildings

and its furniture and furnishings.
• Maintain the linen room.
• Maintain the gardening work of hotel.
• Maintain guest laundry facility for room guest.
• Maintain staff laundry facility for staff of hotel.
Sections
• Linen Room
• Housekeeping desk
• Housekeeping store
• In-house laundry
• Gardening area
FOOD/KITCHEN PRODUCTION
 FUNCTIONS OF FOOD/KITCHEN PRODUCTION

• Provide various type of dishes to the guest as per the

menu.
• Provide food to various buffet or banquet parties.
• Provide food to the staff of the hotel.
• Prepare different type of dishes for special occasion.
Sections
• Hot kitchen
• Pantry/Cold kitchen
• Pastry/Bakery
• Butchery
MAINTENANCE DEPARTMENT
 FUNCTIONS OF MAINTENANCE

• Maintain all the equipment inside the hotel.

• Responsible for smooth, supply of electricity, water,
and smooth function of air conditioning unit.
• Maintain all the furniture and fixtures of rooms and
other area of hotel.
ACCOUNTING DEPARTMENT
 FUNCTIONS OF ACCOUNTING

• Preparation of budget and allocation or revenue and

expenditure for various department.
• Maintain all account related books in accordance to the
government rules and regulations.
• Preparation of balance sheet of the hotel.
• Liaising with government offices for tax and revenue
related matters.
• Collecting of revenue from guests, companies, etc.
• Giving salaries to employees.
• Check on the food and beverage cost.
• Check on purchase and sale of alcoholic beverages for
the property.
• Keep account of revenue generated and expenditure
under various heads for each department.
HUMAN RESOURCE DEPARTMENT
 FUNCTIONS OF HUMAN RESOURCE

• Recruitment and section of employee for hotel as per

requirement.
• Training and development of employee.
• Maintenance of attendance records, leaves records, etc.
• Maintenance of personal file for each employee with all
details.
ELECTRONIC DATA PROCESSING DEPARTMENT
FUNCTIONS OF ELECTRONIC DATA PROCESSING

• Maintenance of the property management system of the

hotel.
• Maintenance of various aspects of internet and its
related matter.
• Generation of various relevant electronic data as per
requirement of hotel.
• Maintenance of all computer units hired or purchased by
hotel, and its relevance software.
COMMUNICATION DEPARTMENT
 FUNCTIONS OF COMMUNICATION

• Maintenance of telephone connections for each room

and other area of hotel.
• Maintenance of cable connections of televisions of
rooms and other places of hotel.
• Maintenance of audio-visual equipment for conferences
and parties.
• Maintenance of audio-visual equipment of the hotel.
SECURITY DEPARTMENT
 FUNCTIONS OF SECURITY

• Responsible for safety and security of guests of the

hotel.
• Responsible for safety of employee.
• Check on theft cases of hotel.
• Cooperate with staff for fire exit procedure.
• Record of received materials and dispatched materials
of the property.
• Record of movement of fixed assets of the property.
• Check on unauthorised entry of people.
PURCHASING AND STORES DEPARTMENT
 FUNCTIONS OF PURCHASING AND STORES

• Purchase materials from the market as per requirement

of various department of the hotel.
• Purchase all types of equipment and materials for the
hotel.
• Liaison with different companies or vendor for supply of
perishable or non-perishable goods.
• Liaison with different dealers for provision of non-
vegetarian items.
 FUNCTIONS OF PURCHASING AND STORES

• Store all the purchased items properly as per basic rule

(F.I.F.O)
• Issue the material to the user department of the hotel
after making proper record.
• Maintain the smooth flow of perishable and non-
perishable goods for the department.
SALES AND MARKETING DEPARTMENT
 FUNCTIONS OF SALES AND MARKETING

• Sell the room nights and various conferences facilities to

various clientele.
• Sell the room nights to individual guest for holiday
purpose.
• Make the brand image of hotel in the market.
• Act as an agent for hotel and provide various
information of changes and updating.
 HOTEL MANAGEMENT STRUCTURE

• A hotel organizational structure is a comprehensive plan

by a hotel owner to define departmental activities and
responsibilities.
• This structure brings order to every aspect of hotel
operation from the front desk and room service to the
human resource department.
• Hotel organizational structures are necessary to ensure
maximum profitability from each room, restaurant and bar
on a daily basis.
• The size and magnitude of a hotel management structure
varies significantly depending on the size and function of
the hotel.
• Small hotel normally consists of a small core management
team.
• Large full service hotel often operates more like a large
operation with an executive board.
Figure 1 Sample of Major Departments of a Full-Service Hotel
Large/Full Service Hotel

A typical organizational chart for a large resort/hotel operation:

General Manager reports to Regional Vice President and/Owner/Investor
• General Manager
o Assistant GM or Director of Operations
o Director of Front Office
 Front Desk Manager
 Font Desk Supervisor
 Rooms Coordinator
 Night Auditor
 PBX Supervisor
 Guest Services Manager
 Concierge Supervisor
 Bell Captain
 Valet Captain
o Executive Housekeeper
 Housekeeping Manager
o Floor Supervisor
o Laundry Supervisor
o Public Area/Custodial Supervisor
o Director of Sales and Marketing
 Senior Sales Manager
• Sales Manager
 Senior Marketing Manager
• Marketing Manager
• Public Relations Manager
 Revenue Manager
• Reservations Supervisor
o Director of Food and Beverage
 Restaurant Manager
• Restaurant Supervisor
 Executive Chef
 Room Service Manager
• Room Service Captain
 Bar Manager
o Director of Events and Catering
 Convection Service Manager
 Event Manager
 Catering Manager
• Banquets Captain
o Director of Finance
 Finance Manager
o Chief Engineer
 Engineering Manager
o Director of Human Resources
 Human Resources Manager
 Recruiting Manager
o Director of Security
 Shift Supervisor
o Information Technology Manager
 Small/Limited Service Hotel

A typical organizational chart for small hotel operation

General Manager reports to Regional Vice President

and/Owner/Investor

• General Manager
o Front Office Manager
o Housekeeping Manager
o Sales Manager
o Food and Beverage Manager
Responsibilities of Hotel Management Professionals

• There are various departments in a hotel like front office,

food and beverages, housekeeping and food/kitchen
productions known as the operational departments.
• Maintenance, accounting, human resource, electronic data
processing, communication security, purchasing and sales
and marketing are the administrative departments.
• Generally, there is a General Manager over all of the
managers of various departments of a hotel. He is
responsible for smooth operations and customer
satisfaction.
Front Office Manager

• Front office professionals are the people in any hotel whom

guests interact first. Front office management is one of
the most important parts of hospitality management or hotel
management.
• Front office manager is responsible for managing all the
duties and activities of the front desk or reception. It
includes attending to the guest, escort the guest, answering
guest inquiries, registering the guest, settle the accounts of
guest at the time of check out, coordinate to various
departments of hotel etc.
Executive Housekeeper/Housekeeping Manager

• Housekeeping Manager is responsible to manage all the

activities related to housekeeping maintenance, cleanliness
and appearance of hotel.
• Team of House Persons and Room Attendants is given to
Housekeeping Manager to maintain a hotel clean and
friendly.
Food and Beverages (F&B Manager)

• Food and Beverage Manager is responsible for managing

catering food and beverage services in a hotel.
• He has to manage the theme of restaurant, music, table
reservation system, catering operations, smooth
operations in case of specific event, prompt and
efficient catering services, decoration and well
presentation of food, supervision and training of
waiters, handling guest complaints regarding meal and
forward those complaints to chef etc.
Kitchen Manager/Chef

• Chef is responsible in creating menu, food preparation,

develop new recipes and variants of existing recipes.
• He is also responsible in training the kitchen staff and
supervise them. In addition, chef is also responsible for
inspecting the kitchen equipment, appliances and work
area.
• Chef is the person in the hotel who has mastery with the
senses of flavours, take care the nutrition of the food and
satisfy the guest.
Hotel Maintenance

• A hotel maintenance person will ensure that everything in

hotel is in proper working order.
• Changing light bulbs, removing waste and painting are their
daily tasks.
Hotel Accountant/Controller

• Accounting functions includes ensuring timely and

accurate reporting of financial information, handling
yearly audits, short and long term financial forecasting,
and working as a part of the hotel’s executive management
team.
Human Resource Manager

• Human resource manager handle a variety of personnel

and administrative functions within an organization or
business, including benefits and compensation, employee
training, recruitment and disciplinary procedures.
• Specific responsibilities of an HR professional depend on
the type of company she works for and for her specific job
within the HR department.
Data Processing Executive

• Data Processing Executive is responsible in the

conversion of data into correct form
• He is responsible for automating all the operations being
used in data processing.
• The responsibility of data processing system is to
manipulate raw data into information.
Hotel Communication Officer

• Hotel communication officer provides an effective service

by answering emergency and highly priority telephone calls,
as efficiently and quickly as possible.
• It obtains and record accurate information, assesses the
level of any hotel information and responses appropriate
action properly.
Hotel Security Guard

• Hotel security guard is responsible to protect the hotel and

the guests, employees and property within it.
• Hotel security guards must keep a log book of anything
unusual or problematic that happens. They spend majority
of their time patrolling the grounds and premises of the
hotel, or monitoring the hotel via security cameras.
Hotel Purchaser

• The hotel purchaser is responsible for ordering inventory,

supplies, equipment and services for all departments and
divisions.
• The purchaser is responsible for securing the best price for
all purchases without jeopardizing quality.
• The purchaser is responsible for generating and submitting
purchase orders in accordance with the company policies
and procedures.
• The purchaser is responsible for conforming all orders and
their subsequent delivery, etc.
Sales and Marketing Manager

• A sales and marketing manager combines both strategy

and sale elements for dynamic leadership role that
implements revenue generating plans with coordinated
sales efforts.
• They are responsible with product development, picking
strategy and product distribution.