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Hotel Department Functions
- 2. Classification of Hotel Department 1. Revenue center 2. Cost center department 3. Front of the House and Back of the House
- 4. Revenue Center Dept 1. Sales and Marketing 2. Front Office 3. Food & Beverage 4. Gift shop 5. Business Center
- 5. Cost Centers / Support Centers - Assist function of the revenue centers with no direct income generation. HRD Purchasing Accounting Engineering
- 6. FRONT OF THE HOUSE • refers to those departments or areas which are accessible and visible by guests. - Front Desk - Restaurant - Concierge - Bell services Direct contact & interaction with guest
- 7. Back of the House • refers to those departments or areas which rarely have staff-to-guest interactions. • Kitchen • House keeping • Human Resource
- 8. Activity:
- 9. Department Heads 1. Rooms Division – Resident Manager 2. Food & Bev – F & B Manager 3. Engineering – Chief Engineer 4. Accounting – Chief Accountant & Controller 5. Sale – Sales Director 6. HRD – Personnel Director
- 11. ACTIVITY 2: Which department should handle the following situations ROOMS DIVISION FOOD & BEV ENGINEERING SALES & MKTG SECURITY ACCOUNTING HUMAN RESOURCE 1. Guest’s missing watch in his room 2. A recent arrived guest who needs a room 3. A guest who wants to order to room service 4. A guest complaining about the room’s air condition that is not working properly. 5. A hotel that is planning an event for club membership to attract more business. 6. A hotel’s Gen.Manager needing to know the report on the hotel’s revenue for the past 3 months. 7. Newly hired hotel personnel undergoing an orientation
- 12. ROOMS DIVISION
- 13. Rooms Division Front Office Housekeeping Reservations Telephone Uniformed services/concierge
- 14. Front Office
- 15. Considered the nerve center of the hotel. It is a Department that makes the first impression
- 16. 4 Primary Activities of the Front Office 1. Check in- Guest are welcomed, registered, assigned accommodation, pick up keys for accommodation. 2. Information- serve the special needs of guest and employees. 3. Check out – guests terminate their status as guest. During check-out, guests surrender keys, verify accuracy of the bills, settle their accounts(cash or credit card)
- 17. Reservation The reservation arrange accommodation to in Coming guests. Reservation officer should give an exceptional Telephone manners and telemarketing skills
- 18. Role • Assures guest on the room availability according to their preferred dates and prices. • Make sure to sell all the rooms each day.
- 19. Sources of Reservations Travel Agents Meeting planners Tour operators Airport representatives
- 20. Types of Reservation • Confirmed reservation • Guaranteed reservation • Regular Reservation
- 21. Telephone Exchange • Is a vital part of the smooth running of the hotel. It is also a profit center area generally add 50% charge to all long distance calls placed from room guest. • It includes: - In house communication - Pager and radios - Voice mail - Messages - Emergency center
- 22. Uniformed Services • Door attendants • Bell person • Concierge
- 23. Responsibilities • Handle and escort guest • Place luggage in the guest room • Explain hotel services • Deliver guest messages • Delivery packages, mail and flowers • Perform other duties
- 24. Concierge Is a uniformed employee who has his/her own desk in the lobby. The main function is to ensure high degree of guest satisfaction
- 25. Housekeeping
- 26. Housekeeping • Responsible for the cleaning, appearance and condition of the entire hotel. • Interior decorating and flower arranging for VIPs • Laundry works (washing and drying hotel linens.
- 27. Security Dept. • Responsible for maintaining security alarm systems, implementing procedures on protecting the personal property of guest and employees
- 29. DIRECTION: Get a partner; create a telephone conversation (Script) on room reservation. Choose only one from the given situation . Situation 1 : A travel agent who wants to book a group tour. Situation 2 : A newlywed couple who wants to book a room for their honeymoon. Situation 3 : A family tour with kids, booking room/s for a holiday. Situation 4 : An executive secretary of a corporation making a reservation for the CEO of her company. Situation 5 : An FIT booking a room for his/her holiday.
Notes de l'éditeur
- ‘Revenue centers’ refer to those departments or units which generate direct income to the hotel through the provision of goods and services to guests, e.g. front desk, restaurants, room service, gift shop and business center. Cost centers’, which are also interpreted as ‘support centers’, mainly assist the functioning of revenue centers with no generations of any direct income for the hotel, e.g. human resources, purchasing, accounting and engineering departments. This classification is particularly useful for the accounting. ‘Front-of-the-house’ refers to those departments or areas which are accessible and visible by guests, e.g. front desk counters, restaurants, concierge and bell services. They are the points of service encounters where service staff usually have direct contacts and interactions with guests. Back-of-the-house’, on the contrary, refers to those departments or areas which rarely have staff-to-guest interactions, e.g. kitchen, housekeeping, human resources and engineering departments
- Choose whether the picture is a back of the house, front of the house or revenue center
- Confirmed- reservation made with sufficient time for a confirmation slip to be returned to the client by mail or fax. 2. Guaranteed – client pays for the first night prior to his arrival. Payment is made through a credit card. 3. Regular reservation – not paidin advance and the room Is held until a specified time