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