Hotel Organizational Structure Quiz

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Questions and Answers

What are revenue centers in a hotel?

Revenue centers are the income-generating departments of the hotel with direct guest contracts, located at the 'Front of the House.'

What are cost centers in a hotel?

Cost centers provide technical support to the income-generating departments, located at the 'Back of the House' or 'Heart of the House.'

Which departments are part of the Rooms Department in a hotel?

The Rooms Department comprises the Front Office and Housekeeping Team.

What does the Food and Beverage Department in a hotel include?

The Food and Beverage Department comprises outlets, room service, and banquet teams. Signup and view all the answers

What is the role of the Sales Department in the hotel?

Saturating markets for clients for room occupancy and for functions and events to be held in the hotel. Signup and view all the answers

What is the role of the Security Department in a hotel?

The Security Department takes care of the safety of all people in the hotel and responds to threats and emergencies. Signup and view all the answers

Which department is responsible for creating promotional activities in a hotel?

The Marketing Department is in charge of creating promotional activities for the hotel. Signup and view all the answers

What is the function of the Rooms Division in a hotel?

Directly interacting with customers when they first arrive at the hotel. Signup and view all the answers

What are the responsibilities under Guest Services in a hotel?

Handling guest luggage, handling guest mail, delivering newspapers, paging guests, arranging for a doctor in emergency, parking guest's automobiles, arranging entertainment reservations. Signup and view all the answers

What does the Front Office department handle in a hotel?

Transactions between the hotel and its guests. Signup and view all the answers

What are the five phases of the hotel operational cycle?

Pre-Arrival, Arrival, In-Stay, Departure, Post Departure. Signup and view all the answers

Who is typically responsible for handling guest payments in a hotel?

Front office cashier Signup and view all the answers

Who does the night auditor report to in a hotel?

Heads of both front office and accounting departments Signup and view all the answers

What are the sections of the Front Office department?

Reservation and Reception. Signup and view all the answers

What is the main responsibility of the Revenue Manager in a hotel?

Managing dining/outlet/banquet and kitchen sales. Signup and view all the answers

What does the Communication department in a hotel handle?

Handling communication among various departments and guests Signup and view all the answers

What is another name for Guest Services?

Uniformed Services Signup and view all the answers

What information does the housekeeping department require from the front desk to organize room cleaning?

Check-in, occupied and check-out rooms Signup and view all the answers

Why does the housekeeping department need to know special requests from guests?

To provide extra amenities and services to guests Signup and view all the answers

What does the housekeeping department provide to the front desk in return for the required information?

Actual room status for comparison with the computer record Signup and view all the answers

Who double checks any discrepancies found between the actual room status and the computer record?

The Assistant Manager Signup and view all the answers

What does 'Food & Beverage' refer to in the context of the hospitality industry?

All food and beverage needs for an event, dining experience, or general catering Signup and view all the answers

What are the main functions of the front office?

Selling rooms, maintaining balanced guest accounts, providing services and information to guests Signup and view all the answers

Who heads the front office department?

Front Office Manager (FOM) Signup and view all the answers

What are the tasks involved in the sequence of front office service?

Receiving/processing and documenting guest’s reservation, welcoming/greeting the guest, attending the guest registration, escorting guest to his room, updating room status, preparing guest folio, attending to service requests, updating guest account, assisting guests for check out, bidding goodbye Signup and view all the answers

What is the role of the Front Office Manager (FOM)?

Enhancing guest services by constantly developing services to meet guests’ needs Signup and view all the answers

What tasks are involved in settling the guest bill?

Settlement of guest bill, escorting guest to his room, carrying luggage, explaining room facilities Signup and view all the answers

What are the responsibilities of the front office during check out?

Assisting guests for check out, settling bills, giving clearance for check out Signup and view all the answers

Study Notes

Revenue Centers vs Cost Centers in Hotels

Revenue centers generate income through operations, such as room sales and food and beverage services.
Cost centers incur expenses without directly contributing to revenue, such as housekeeping and maintenance departments.

Departments in the Rooms Division

Includes Front Office, Housekeeping, and Reservations departments.
Responsible for guest room management, check-ins, and overall maintenance of accommodations.

Food and Beverage Department

Comprises restaurants, bars, room service, and banquet services.
Responsible for food preparation, service, and inventory management.

Sales Department Role

Focuses on generating revenue through marketing efforts.
Develops and executes promotional strategies to attract guests and enhance occupancy rates.

Security Department Responsibilities

Ensures the safety of guests, staff, and hotel property.
Manages emergency situations and implements safety protocols.

Promotional Activities

Typically handled by the Marketing Department.
Responsible for advertising and communication strategies to resonate with potential guests.

Rooms Division Function

Oversees all operations related to guest accommodations, ensuring maximum occupancy and revenue.
Integrates functions between various departments within the rooms section.

Guest Services Responsibilities

Assists guests with inquiries and special requests, enhancing their stay experience.
Manages concierge services, including recommendations and bookings for local attractions.

Front Office Department Functions

Handles guest check-ins and check-outs, reservations, and payment processing.
Serves as the primary point of contact for guests during their stay.

Hotel Operational Cycle Phases

Consists of booking, pre-arrival, arrival, in-house, and departure phases.

Handling Guest Payments

Typically managed by the Front Office staff, specifically during check-out.

Night Auditor Reporting

Reports to the Front Office Manager.
Responsible for reconciling daily financial transactions and preparing reports.

Front Office Sections

Includes Reception, Reservations, and Concierge.
Each section handles specific aspects of guest service and communications.

Revenue Manager Responsibilities

Focuses on pricing strategy and inventory control.
Aims to maximize revenue through optimal pricing and room allocation.

Communication Department Duties

Manages internal and external communications, public relations, and incident reporting.
Coordinates information flow between departments for effective operations.

Alternative Name for Guest Services

Also known as Concierge Services.
Represents the team specialized in providing personalized assistance to guests.

Housekeeping Information Needs

Requires occupancy status and special requests for room preferences from the front desk to schedule cleanings.

Importance of Guest Special Requests

Helps ensure guest satisfaction and comfort during their stay, addressing specific preferences.

Housekeeping Feedback to Front Desk

Provides status updates on room cleaning and readiness for guest arrival.

Discrepancy Checks

The night auditor typically double-checks any inconsistencies between actual room status and computer records.

Food & Beverage Definition

Refers to services and products related to the preparation and serving of food and drinks in the hospitality sector.

Main Functions of the Front Office

Facilitate guest services, manage reservations, and maintain the flow of information across departments.

Front Office Department Leadership

Headed by the Front Office Manager (FOM), overseeing daily operations and staff management.

Sequence of Front Office Service Tasks

Includes greeting guests, managing reservations, facilitating check-ins and check-outs, and processing payments.

Front Office Manager Role

Ensures efficient operations of the front office, leading staff, and enhancing guest experiences.

Guest Bill Settlement Tasks

Involves reviewing charges, applying payments, and ensuring the accuracy of the final account.

Check-Out Responsibilities of the Front Office

Manages the check-out process by confirming guest details, settling accounts, and soliciting feedback on their stay.

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Description

Test your knowledge of the organizational structure of a hotel, including departments like Sales, Administration, Rooms Division, Housekeeping, Food and Beverage, and Front Office. Explore the roles and responsibilities within each department.