Hotel Departments PDF

TH2302 OTHER HOTEL DEPARTMENTS Aside from housekeeping, other hotel departments, like sales and marketing, human resource, engineering and security, and information technology, are often invisible to guests. These departments keep things running smoothly behind the...

TH2302 OTHER HOTEL DEPARTMENTS Aside from housekeeping, other hotel departments, like sales and marketing, human resource, engineering and security, and information technology, are often invisible to guests. These departments keep things running smoothly behind the scenes by having minimal contact with the guests and usually work in the offices during regular business hours. Below are the hotel departments that support the hotel business in its day-to-day operations and functions (Policarpio, 2021). Sales and Marketing This department is crucial in the accommodation industry because it deals with the different strategies, tactics, and action plans to promote the different products and services of the property (Policarpio, 2021). Sales and Marketing Structure A sales department needs to be organized, and sales managers within that organizational setup should coordinate their efforts. Sales managers need to plan their activities daily, weekly, and monthly. Allocating the sale of inventory to various customer segments should also be managed. Organizing a sales department means determining who is going to do what. In a large hospitality establishment, the sales and marketing team is usually headed by the Director of Sales and Marketing, who oversees the entire operations and leads the team in achieving the department’s goals. They may be assisted by an Assistant Director of Sales and an Assistant Director of Marketing, who perform management decisions regarding the hotel's progress. The Assistant Director of Sales may handle sales managers who handle the rooms division and events. These sales managers ensure the account executives and sales coordinators implement sales strategies and activities. The account executives do the fieldwork, conduct sales presentations, draft proposals and contracts, and handle client concerns. The sales coordinators assist the account executives and generate sales reports for the department. The Assistant Director of Marketing ensures that all marketing activities in the marketing plan are adequately executed, evaluates them, and recommends further actions to the Director of Sales and Marketing. They may oversee a team comprising a marketing officer specializing in marketing communications, market targeting, and creating advertisements, public relations officer acting as the department's spokesperson and managing all write-ups and content about the property, and a graphic artist who designs and layouts all marketing materials. In small and medium hotels, tasks may be combined and performed by a single person, and divisions may vary. Moreover, the owner or manager typically handles sales activities in small operations. The main goal of this department is to achieve the highest possible sales of the hotel’s products and services while keeping the cost at an acceptable level. The following tasks must be performed by sales and marketing (Policarpio, 2021): Create a hotel marketing plan. It is a formal report about the hotel’s strategies to achieve its marketing objectives and goals. It comprises long-term and short-term marketing actions that must be reviewed monthly, quarterly, bi-annually, and annually to ensure efficient implementation and control. Update and maintain the hotel’s customer database. A customer database is a summary report of all hotel clients regardless of status. The database contains valuable information about guests that helps the hotel better understand them and make appropriate sales strategies to retain them. 07 Handout 1 *Property of STI Page 1 of 4  TH2302 Create and execute different sales promotion techniques. It helps the hotel generate immediate sales from different market segments through sales promotions such as discount-based, seasonal, premium, and advanced booking promotions, last-minute sales, and others. Establish hotel brand image – This can be done through public relations activities (e.g., press releases, news conferences, and publicity) and strengthening all communication media of the hotel to maintain a positive hotel brand. The Sales and Marketing department involves a mix of fast-paced decision-making tasks and giving extensive attention to details on the client’s requests and needs. Its function is not only confined to creating a market plan and promoting sales but generating and maintaining revenue for the hotel through selling overall hotel experiences not only for individual guests but rather in a group. Human Resource The Human resource department is responsible for recruiting, selecting, training, maintaining, and disciplining the personnel of the accommodation industry, making them job-relevant, up-to-date, and competent in their respective duties and responsibilities. The tourism and hospitality industry is known to be a people-driven industry and thus requires proper employee management. Below are the concepts related to the human resource department in accommodation operations and management (Policarpio, 2021). Human Resource Structure The human resource department’s organizational structure is headed by the Director of Human Resource, who manages a hotel's overall workforce needs and training requirements. They also perform the following tasks: Create, implement, and monitor the hotel’s policies and procedures among different departments. Develop strong hotel human resource strategic and tactical plans. Represent the department in the executive committee meeting with the hotel manager. Analyze the human resource forecast and trends in the industry. Evaluate the staff in the department and provide solutions to any work gaps. This department may have two (2) divisions: the Human Resource division, which is responsible for the recruitment, selection, compensation, benefits, and discipline of employees, and the Training And Development Division responsible for the creation and implementation of training plans and skills development for the employees. Below are the usual employees in the human resource department (Policarpio, 2021): The Human Resource Manager directly reports to the director and oversees hiring and terminating activities, employee discipline monitoring, timekeeping, and compensation benefits. Below are the typical employees in the human resource division. Human Resource Associate – They schedule meetings to update employees and place job advertisements. They also ensure smooth communication and perform tasks related to issuing employment contracts and verifying the completion of documents by recruits. Recruitment Officer – They are responsible for analyzing the requirements of an open post, attracting eligible candidates to the position, carefully screening, selecting all applicants, hiring, and seamlessly integrating new employees and positions into the organization. Compensation and Benefits Officer – They are responsible for employee benefits through salary pay or other forms. Timekeeper – They are responsible for tracking how much time the employee works and managing attendance. 07 Handout 1 *Property of STI Page 2 of 4  TH2302 The Training Manager analyzes every employee's training needs, crafts a training and development plan, implements the training, and monitors the progress and development of every hotel staff. Below is the typical employee who works under the training manager. Training Officer – They are responsible for conducting orientation for new employees, performing training needs analysis, and organizing programs to meet those needs. The hospitality and tourism industry is labor-intensive; hence, hotels and accommodation establishments must have strong human resource departments to build an efficient workforce. Accounting The finance or accounting department manages the company’s financial resources, interprets financial reports, and gives expert financial recommendations to ensure business longevity (Policarpio, 2021). Accounting Department Structure The accounting department in a hotel is mainly considered a small unit, but it performs substantial roles and responsibilities in ensuring business continuity. The department is usually headed by the Director of Finance for large-scale hotels and the Account Manager for small and medium-sized establishments. Below are the tasks that a director of finance or account manager performs: Review all financial reports to be presented to the hotel management team. Make recommendations to the hotel owners regarding financial and business decisions. Oversee the operations in the accounting department. Develop financial controls for the hotel. Assist other departments in the preparation of their department budget. The accounting department in most hotels is composed of different financial officers divided based on their roles. These are the following: Internal Auditor – They cross-check and verify financial data and reports. General Cashier – They process all payments of products and services in the property, keep track of all transactions, and prepare relevant reports. Cost Accountant – They maintain the hotel operations costs at a minimum. They also prepare cost-related reports for management review. Accounts Receivable Accountant – They oversee the credit and collection process of the hotel. They also prepare billing statements for corporate and travel trade accounts and manage all aging accounts receivable (listing of unpaid invoices and receivables by due dates) to lessen bad debts (a receivable that has become uncollectible). Accounts Payable Accountant – They manage the disbursement and payment of loans and liabilities of the property. Engineering and Security The engineering department in a hotel is tasked with rectifying any building issues, conducting facility checks, and ensuring that the hotel and its perimeter or other amenities are in good condition and safe for guests and employees. The department often works closely with the security department, which protects the guests, employees, and the entire hotel property from any potential risk. It also enforces security protocols, responds to distress, and maintains an active communication line with co-workers to keep order on the hotel premises. These departments' functions depend on a hotel's structure and size. These two (2) departments are appointed by human resource, which directly reports to the hotel manager. Below are the typical employees in the engineering and security department (Policarpio, 2021). 07 Handout 1 *Property of STI Page 3 of 4  TH2302 Engineering Hotel Engineer ensures that all electrical, civil, mechanical, and chemical infrastructures are safe for all guests and employees. They conduct facility inspections and recommend any needed renovations. Engineering Staff monitors the consumption of utilities, ensures everything meets regulations, and develops maintenance schedules for all equipment and machines. Security Head of Hotel Security supervises the security force of the hotels. They also plan shift schedules and conduct safety briefings before deploying security staff. Security Shift Leaders monitor the guests' activities through closed-circuit televisions (CCTVs) and implement shifting schedules for the security guards. Security Guards patrol the premises and detect unusual activities, monitor incoming and outgoing guests, and scan luggage for any hazardous materials that could enter and harm the hotel. Information Technology (IT) All hotels incorporate technology with their services to improve every guest's experience, and to ensure the seamless delivery of these services, hotels are supported by an Information Technology (IT) department. The department comprises professionals responsible for every technological aspect of hotel operations, such as computer networks and hardware devices (Azzahra, 2023). The IT department is led by the IT Director, who is responsible for the day-to-day operations of the hotel’s IT systems, including business systems, office systems, computer networks, and telephone systems. The IT Director also supervises the usual employees in this department, such as an IT support specialist who delivers technical support services and the programmer who programs systems/applications. Successful hotel operations refer to the overall process of a hotel’s day-to-day running. For a hotel to operate successfully, each department must function well as a unit in harmony with all the other departments. Each department must collaborate to provide guests with the best possible experience. A successful hotel operation includes everything from a smooth and effective check-in through the front desk, clean and inviting rooms maintained by housekeeping, well-maintained facilities kept up by the engineering department, and so on. Each department should support the others to deliver a satisfying guest experience. References: Azzhara, A. (2023). A close-up look at hotel’s IT department. In RMC Educational Travel Asia. Retrieved 26 May 2023, from, https://www.educationaltravelasia.org/a-close-up-look-at-hotels-it-department/ Hotel Management and Operations Tutorial. (2018). In Wisdom Jobs. Retrieved 23 May 2023, from, https://www.wisdomjobs.com/e-university/hotel-management-and-operations-tutorial-370/hotel-sales- organization-and-operations-13168.html Lashley, C. (2017). Hospitality retail management: A unit manager's guide. Oxford: Butterworth-Heinemann Policarpio, J. (2021). Fundamentals in lodging operations. Rex Bookstore Rutherford, D. G., & O'Fallon, M. J. (Eds.) (2011). Hotel management and operations. NJ: John Wiley & Sons, Inc. 07 Handout 1 *Property of STI Page 4 of 4