CHAPTER 3:

HOTEL & ROOM

DIVISION OPERATION
MAJOR DEPARTMENTS IN HOTEL

• OPERATING DEPARTMENT (generate direct profit)

• FRONT-OF-THE-HOUSE: deal directly with guest.
• BACK-OF-THE-HOUSE: deal indirectly with guest.

• ADMINISTRATIVE DEPARTMENT (no generate direct

profit)
• Support centers – assist the functioning of revenue centers.
• Examples: human resource (HR), accounting, engineering
departments.
OPERATIVE
DEPT.

ADMINISTRATI
VE DEPT.
 WHO USES HOTEL??
Incognito

Leisure Conferenc
e

Corporate
Business GUEST

VIP

FIT
GIT
1. INCOGNITO GUEST
Guest who stays in a hotel with concealing identities to avoid notice and
formal attention.

2. LEISURE TRAVELER
Guests who travel to engage in leaisure activities.

3. Corporate Business Traveler

Guests who frequent bookings are usually made by enterprises at special
room rates. Usually they travel to conduct business, or attend meetings.

4. Conference Participants
Guests who stays in a hotel to attend conference and whose accommodation
is usually reserved by him/herself, or organiser before their arrival.
5. FREE INDEPENDENT TRAVELER (FIT)
Sometimes being refered as Foreign Independent Traveler. International
guests who purchase their own accommodation and make their own travel
arrangements.

6. GROUP INCLUSIVE TOURS (GITs)

Guests who travel on package tours with accommodation and booked
through travel agents. They have restrictions on ther travel travel plans.

7. VERY IMPORTANT PERSONS (VIPs)

Guests who consist of people with exclusive needs such as celebrity,
frequent-stay guests, guest in expensive rooms, guest with security risks, and
top executives from enterprises.
 GENERAL MANAGER
• All departments are responsible to be reported to
GM for the efficient and effective leadership and
operations.

• ROLES:
• Provide leadership to management.

• Coordinate all departments’ work.

• Formulate hotel’s policies and strategies

• Meet financial, environmental and community

responsibilities

• Responsible for overall performance of the hotel.

MANAGEMENT STRUCTURE
ROOM DIVISION
MAIN FUNCTION OF FRONT OFFICE:

• To sell rooms

• To keep account and receive payment upon room sales.

• To provide service such as handling mails and deliver

messages.
 TELEPHONE DEPARTMENT
(OPERATOR)
• Provide general information over the phone
• Place calls, morning calls and wake-up calls.
• Control communication service among staffs (paging system)
RESERVATION DEPARTMENT
 HOUSEKEEPING DEPARTMENT

• A department who deals with cleaning activities in hotel.

• They are responsible for cleaning and maintaining cleanliness of guestrooms and
public areas in a hotel.

• When the guest has checked-out form hotel, Front Office will inform the status of the
room to housekeeping. Then, the housekeeping staff will make-up the room for the
next guests.
 TRENDS
• Diversity of workforce
• Increase use of technology
• Greening of hotels and guest
rooms
• Diversity of guest
• Security – keyless entry
• Compliance with American
Disabilities Act (ADA)