7 Key

Operatinal
Areas of
Hotel
Management
A hotel wouldn’t run
smoothly without right
people and right
resources in the right
departments.
Executives

– These are the decision makes within the

business. They may be department heads,
managers, or directors.
– Depending on how your company runs and
the site of it, executives may be
responsible for some of the other areas
discussed below, including accounting,
marketing, and at times even front desk
Front Desk Services

– Although no operational segment within a hotel

organization is dispensable, it could be argued that
very little would happen without the front office staff.
– These people are constantly in contact with guests,
and may even be responsible for taking and handling
bookings. Detail-oriented people are often required for
this role, since they must meet the exact needs of the
guests.
– Sometimes concierge may also be lumped in with this
division of the business, but could be an entirely
different department worth building.
Housekeeping

– Keeping your guest rooms clean and

tidy is an essential task. Your
housekeeping team is typically
responsible for every detail within a
room, from the cleanliness of the sheets
to keeping toiletries stocked.
Maintenance

– Even the best quality utilities and electronics can

break and malfunction. In today’s tech-oriented
world, there is also more to repair and fix in terms of
computers, TV screens, game consoles, DVD players,
and other cutting-edge tech items than before.
– Tech can sometimes also be the responsibility of
executives or front desk services, depending on what
works best for the organization.
– In some cases maintenance might be lumped in with
housekeeping or another role. Again it depends on
Accounting

– Every business needs proper accounting. Tracking

expenses and revenue helps you keep a finger on the
pulse of the business, so you can make tweaks and
adjustments as necessary.
– The accounting team is usually directly answerable to
the executive team, providing them with relevant data
and forecasts. They may also make recommendations
and offer support for other departments.
Marketing & Sales

– Every business requires promotion. The

marketing team is responsible for converting
prospects into paying guests and spreading the
brand message. They must keep up-to-date
with the last marketing channels and practices,
including social media, content marketing,
OTAs and so on.
Kitchen Staff

– If you’re a full-service hotel, if you offer

room service or both, then it’s impossible
to keep up with orders and meet your
guest‘s dining needs without competent
kitchen staff. Some hotels also need a
separate catering team, especially for
conference rooms.
 Operational
and
Functional
Department
s
There are four major
operational and
functional departments
of a hotel
 Operational Departments
of a Hotel

• Housekeeping Department
• Food Production (kitchen) Department
• Food and beverage service Department
• Front office Department
Housekeeping Department

– Very important department of a hotel that

impacts directly on guest experience
– Ensures the guest rooms, common areas,
lobbies, hallways, restrooms, and any
other public areas are clean and ready to
use
Food Production (kitchen)
Department
– Also called kitchen Department
– Responsible for the actual preparation of
food items
– Ensure that cooking of foods takes place in
hygienic environment and food safety rules
are followed strictly and appropriately
Food and beverage service
Department
– Ensures that the waiters, waitresses, and
whoever else involved take foods and
drinks to the customer’s tables as per their
demands and serve them in a hospitable
manner
Front office Department

– Responsible to ensure that the guests are

welcomed in a friendly and professional
manner, and they are assigned with rooms
according to their bookings
– Front office staff also deal with guests’
complaints 9if any) and provide them with
any relevant information they seek
 Functional Departments of
a Hotel

• Marketing Department
• Human Resource (HR) Department
• Accounting and Finance Department
• Purchase Department
Marketing Department

– All about understanding and satisfying

customer requirement profitably (CIM,
2019)
– For instance, doing market research to
understand the needs and demands of
guests, developing new services, and
carrying out advertising and sales
promotions campaigns are some of the
Human Resource (HR)
Department
– For instance, designing jobs, developing
job responsibilities and person
specification, advertising jobs on
appropriate media, hiring and training new
people, and firing underperformed ones
are some of the major responsibilities of
the HR department of a hotel.
Accounting and Finance
Department
– Very important department of a hotel
– Cost controlling, billing and credit control, dealing
with tax issues, preparing financial statements,
budgeting and budgetary control, managing
payroll system, and ensuring compliance with
relevant laws are some of the major
responsibilities of the accounting and finance
department.
Purchase Department

– Also called Procurement Department

– responsible to ensure that the company has
access to the best quality raw materials,
equipment, and other required goods at the
most competitive prices to enable it to
operate efficiently (Graduate Prospect
Limited, 2019)
THANK YOU!