Transcript
HOTEL DEPARTMENTS
Classification of Hotel Department
1. Revenue center or cost center department2. Front of the House and Back of the House
Hotel Department
Revenue Center Dept
1. Sales and Marketing 2. Front Office 3. Food & Beverage 4. Gift shop 5. Business Center
Cost Centers / Support Centers
- Assist function of the revenue centers with no direct income generation.
HRD
Purchasing
Accounting
Engineering
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
Back of the House
• refers to those departments or areas which rarely have staff-to-guest interactions.
• Kitchen
• House keeping
• Human Resource
Activity:
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
Organization Chart
ACTIVITY 2: Which department should handle the following situations?
ROOMS DIVISION FOOD & BEV ENGINEERING SALES & MKTGSECURITY ACCOUNTINGHUMAN RESOURCE
1. Guest’s missing watch in his room2. A recent arrived guest who needs a room3. A guest who wants to order to room service4. 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
Rooms Division
Front Office Housekeeping Reservations Telephone Uniformed services/concierge
Activity: Conflict between Front Office & House keeping. Think about the ff. Situations and how they may lead to conflict between the house keeping and front office.
Situations Possible Consequences
A VIP asking the front desk to change his rooms for several times in one single day
A guest found out the room she just checked in had no signs of cleaning by room attendant
Too many walk ins requested for rooms at 2:30 pm and not enough clean rooms were available at the moment
A front desk clerk forgot to update andIn put the “DO NOT DISTURB” of a guestIn the morning
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