Hotel Departments & Responsibilities PDF

MODULE 3 RESPONSIBILITIES OF HOTEL HOTEL DEPARTMENTS MANAGEMENT PROFESSIONALS duties and responsibilities of hotel ALL DEPARTMENTS ARE BROADLY CATEGORIZED management professio...

MODULE 3 RESPONSIBILITIES OF HOTEL HOTEL DEPARTMENTS MANAGEMENT PROFESSIONALS duties and responsibilities of hotel ALL DEPARTMENTS ARE BROADLY CATEGORIZED management professionals. IN TWO (2) PARTS: 1. Operational Department General Manager over all of the managers Front Office of various departments of a hotel. He is Food and Beverage Service responsible for smooth operations and Housekeeping customer satisfaction. Food/Kitchen Production Front office is the area in the hotel where the 2. Administrative Department guests arrive first. Engineering/Maintenance Department Accounting Department Front office professionals are the people in Human Resource Department any hotel whom guests interact first. IT Department Communication Department Front office management is one of the Security Department most important parts of hospitality Purchasing Department management or hotel management. Sales and Marketing Department Front Office Manager is responsible for HOTEL MANAGEMENT STRUCTURE managing all the duties and activities of the comprehensive plan by a hotel owner to front desk or reception. define departmental activities and attending to the guest, escort the guest, responsibilities. answering guest inquiries, registering the brings order to every aspect of hotel guest, settle the accounts of the guest at the operation from the front desk and room time of check out, service to the human resources department. coordinate to various departments of hotel are necessary to ensure maximum. - is also responsible for front profitability from each room, restaurant and office staff scheduling and training. bar on a daily basis. The hotel can run efficiently if it creates an organizational Sections of the Front Office: structure that is easy to understand. Front Desk ( 6 Sections) size and magnitude of a hotel management Reception – check-in process of the guest. structure varies significantly depending Information – providing various information on the size and function of the hotel for in-house guests. Cashier Desk – check-out process of the small hotel - guest. consists of a small core management team Guest Relations Desk – collecting guest General Manager and a few key department feedback and maintenance of the guest managers who directly handle day-to-day history. operations. Bell Desk – assistance of guests during the check-in and check-out process. large full-service hotel Travel Desk – assistance of guest for operates more like a large operation arranging vehicles for guest movements and executive board headed by the General for making transportation reservations. Manager and consisting of key directors serving as heads of individual hotel Back Office (2 Sections) departments. Each department normally Reservation Desk – taking booking rooms. consists of subordinate line-level managers Telephone Operator – attending all phone and supervisors who handle day to day calls in the hotel or for providing a trunk dial operations. facility to guests. - Because of the variety of food, beverage and accommodation services provided by a hotel and in order to give and efficient service to the customer or guest, it is necessary to divide the hotel operation into distinct department Executive Housekeeper/Housekeeping (4) Sections of Food/Kitchen Production: Manager Hot kitchen Pantry/Cold Kitchen - is responsible to manage all the activities Pastry/Bakery related to housekeeping maintenance, Butchery cleanliness and appearance of the hotel Chief Engineer/Hotel Maintenance -is responsible to get work done Manager from this team to provide customers with ensures that just about everything in the quality services. hotel is in proper working order. Daily tasks of the department may include Team of House Persons and Room changing light bulbs, Attendants- is given to Housekeeping removing waste and painting. Manager to maintain a hotel clean and including fixing or replacing toilets, piping room appliances and vacuums. friendly. He must ensure that the water pumps and chemical pumps are working correctly. (indoor ( 5) Sections of the Housekeeping: pool) Linen Room , he should be familiar withheating and air Housekeeping Desk conditioning units, electrical wiring and plumbing, Housekeeping Storeroom and how to troubleshoot,fix or replace these In house Laundry items. Gardening Area Hotel Accountant/Controller Food and Beverage (F&B) Manager Overseeing accounting functions includes - responsible for managing catering food and ensuring timely and accurate reporting of beverage services in a hotel. financial information, handling yearly audits, short and long-term financial forecasting, and manage the theme of restaurant, music, table working as part of the hotel’s executive reservation system, catering operations, smooth management team. operations in case of specific event, prompt and efficient catering services, decoration and well Human Resource Manager presentation of food, supervision and training of handle a variety of personnel and waiters, handling guest complaints regarding meal and forward those complaints to chef, cost control, administrative functions within an waste disposal, cleaning of table and floor area of organization or business, including benefits restaurant. and compensation, employee training, recruitment and disciplinary procedures. (4) Sections of the F and B Services: Specific responsibilities of an HR professional Restaurant depend on the type of company she works for Room Service and her specific job within the HR Banquet department. Bar and Lounge Data Processing Executive (IT) Kitchen Manager/Chef - is the conversion of date into correct - misunderstood that the responsibility of chef form is just cooking the food. -He is responsible for automating all the - Chef is much more than a cook. operations being used in data processing - Chef has in depth knowledge of food, flavor, Computer data processing is any process nutrients, the combination of flavors, and that uses a computer program to enter data calorific values of various ingredients as well and summarize, analyze or otherwise convert as the whole dish. data into usable information. - Chef is the person in the hotel who has The responsibility of a data processing mastery with the senses of flavors, take care system is to manipulate raw data into the nutrition of the food and satisfy the guest information, and likewise information systems with the urge of wanting more take raw data as input to produce information as output. Main responsibilities of a chef Chief Security Officer creating menu, The primary responsibility is to protect food preparation, the hotel and the guests, employees and develop new property within it. He supervises the hotel’s recipes and variants of existing recipes. security guards/officers. They keep a responsible to train kitchen staff and logbook of anything unusual or problematic supervise them. that happens, and they often act as a responsible for inspecting the kitchen liaison between police and hotel in the event equipment, appliances and work area. that something happens. Hotel security guards spend the majority of their time patrolling the grounds and premises of the hotel, or monitoring the hotel via security  cameras. Purchasing Manager WORKING CONDITIONS Purchasing Department Head The hotel Hotel managers - long shifts , late hours, purchaser is responsible for ordering weekends and holidays due to the 24-hour inventory, supplies, equipment, and services operation of a hotel. for all departments. Key responsibilities include: Upper management ( senior managers, department heads and General Securing the best price for purchases Managers - consisting of more traditional without jeopardizing quality. business day and having weekends and Generating and submitting purchase orders holiday off. in accordance with company policies. Conforming to orders and managing their Depending on the size of the hotel, the hotel subsequent delivery. manager’s day may include scheduling Reconciling shipments, manifests, and breaks, covering a window for check out, damaged items. handling cash, reconciling bank accounts, writing a review for an employee, disciplining Purchases must follow the proper chain of an employee or handling dissatisfied guests. command, with specialty purchases approved by department managers. The purchaser These duties may vary each day depending must log all purchases into the centralized on the needs of the property. The manager’s purchasing system for proper tracing and responsibilityincludes knowing about all classification. Maintaining a large database of current local events as well as the events vendors and contacts is essential, and being held on the hotel property. networking is important for securing difficult items and rush orders Managers will be required to attend regular department and company meetings. A hotel/casino property may require Sales and Marketing Manager additional duties regarding special events combine both strategy and sale elements for being held on dynamic leadership role that implements property for casino complimentary guests. revenue generating plans with coordinated sales effort. This can include responsibilities SKILLS REQUIRED FOR HOTEL with product development, pricing strategy MANAGEMENT PROFESSIONALS and product distribution. Analyzing current Hotel management or hospitalitymanagement sales figures and forecasting projected is a part of service industry and the customer numbers to implement effective satisfaction is the main objective of the marketing and sales strategies is also crucial industry. (13) Skills to build up a career in the field TYPICAL QUALIFICATIONS of hotel management Communication skills Industry experience - essential Leadership quality qualification Sales ability most basic qualification for management Time management occupation in a hotel Basic knowledge of computers Public relationship skills A degree in Hospitality Management Negotiation skills Studies, Human Research or an equivalent Multi-tasking Business Degree is often required or Team management strongly preferred. An eye for detail A graduate degree - General Manager Marketing skills position but is often not required with Personal grooming sufficient management experience and Swimming (could work as an extra tenure. A graduate degree may however be advantage for job) required for a corporate executive position or above such as a Regional Vice President who oversees multiple hotel properties and General Managers. SALARY PACKAGE IN HOTEL MANAGEMENT PROFESSIONALS average salary in hospitality management or hotel management at manager and above levels in year 2021 was between Php50,000 to 250,000 a month, depending on the education, skills, experience and geographical locations. OVERALL PROSPECTS OF HOSPITALITY MANAGEMENT Major advantage of hotel management field is that many doors get open for professionals of the hospitality industry. For example, a professional of hotel management can join: Airlines catering Bank, insurance and other financial sector Cabin crew in airlines Call centers Clubs Cruise liners Educational institutions Fast food joint Hospital administration and catering Hotel Railway catering Recreation and health centers Restaurant Telecom industries Tour and Travel companies MODULE 4 FRONT OFFICE DEPARTMENT FRONT OFFICE DEPARTMENT - major department in a hotel 2. Arrival Phase - situated at the front part of the hotel - its duty is to sell the rooms of the hotels after The first direct guest contacts occur in registration and this phase. Guests are welcomed to the - hand over the key to the guest hotel. Most tasks in this phase are.-A “Show Case Window”- reflects the image of performed by the front office team. the hotel -. It is the back bone as well as the “nerve center” This phase is crucial as the hotel's first of a hotel where all the information and messages are impression is imprinted on the mind of communicated to the different department or personnel. the guest. A disastrous first impression - contributes more than 50% of the hotel total sale. is hard to recover from, as guests will play the most essential role in the hotel have a notion that all services will be -represents the entire hotel organization. bad from the start. -The first medium of contact for an outside customer or guests the reputation of the hotel totally depends on the Front Sample tasks in this phase include: Office people , the functions - allocate rooms to the guest and a. Guest pick-up at the airport - acts as a continuous source of information to the guest b. Welcoming the guest staying at the hotel. c. Carrying the guest's luggage major function includes d. Guest's registration settlement of guest account e. Escorting the guest to the room providing guest service preparation of guest history card 3. In-Stay (Duration) luggage handling focuses on tasks performed in the airport pick up and other services. entire duration of the guest's stay. All - style and way of conversation leaves a big impression about the hotel organisation on the mind of the guests. - services are performed to make the guest's stay in the hotel highly 10 Front Office Activities satisfying. The hotel's facilities are Processing advance reservations maintained and the guest's room is well Registering guests kept to ensure guest comfort and Rooming guests satisfaction during their stay. Handling guest luggage Issuing room keys Majority of the work is done by the Providing information housekeeping team Handling guests’ mail and parcel Administering telephone services Sample tasks in this phase include: Accounting (making payment and billing) a. Room Cleaning Checking out guests b. Turndown service c. Accepting guest inquiries and THE HOTEL OPERATIONAL CYCLE requests The operations of the hotel can be easily understood by d. Room service knowing the hotel operating cycle. Thecycle is presented in operations briefing; thus, every hotelier is 4. Departure Phase expected to know it by heart. The hotel prepares all necessary requirements to a guest’s check-out 1. Pre-Arrival Phase from the property. Guest contact occurs prior to the guest’s arrival the all the guest’s requirements are settled guest inquiries and books a room or a banquet hall in the hotel.The hotel personnel try to impress the potential prior to his/her departure. The billing is guest’s through product knowledge of the facilities double-checked for accuracy to avoid and services of the hotel, and outstanding human any guest complaints. Future bookings relation and communication competencies. are also asked. (4) Sample tasks in this phase include: a. Room reservation 5. Post Departure Phase b. Banquet reservation the hotel’s check any lost items by the c. Answering the telephone guest. Then all the necessary guest d. Answering potential guest and inquiries preference during his/her stay is inputted in the Property Management System. This is also the phase where administrative work is done. SECTIONS OF THE FRONT OFFICE 4. Telephone/Switchboard DEPARTMENT AND ITS FUNCTIONS Handled by telephone operator in back 1. Reservation office. Functions: manage incoming/outgoing calls, Crucial role in the front office; the face of the wake-up calls, prepare telephone bills.made hotel to guests. First step in guest relationship; involves by guests and staff. booking in advance. Handles advance bookings for individuals or 5. Cashier groups; blocks/reserves rooms as requested. Located at front desk, handled by front Reservations can be made through letter, office cashier. email, fax, travel agent, or walk-in. Functions: secure payment upon arrival, Receptionist compiles Rs, MC, URAC settle accounts at check-out, balance cash at room statistics, manages cancellations, close of the shift confirms reservations, and updates the room availability chart. 6. Lobby Essential for hotel success; closely Entrance area with seating for guests and collaborates with the Sales and Marketing Department. visitors; synonymous with "foyer."-wide passage or 2. Reception/Registration large hall inside a public building must be furnished with all the necessary Located in the lobby; allocates rooms and things like reception desk, bell desk, guest establishes rates. relation officer’s desk, cash counter, rest The receptionist provides warm greetings, room, business center, safety lockers etc. manages guest check-in/ check-out, and completes the registration process. Bell Desk – Located in side of the lobby 3. Information/Concierge Needed by bellcaptain and followed by bellmen handles mail, messages, and room keys. Handles guest luggage upon arrival and Provides information about hotel rules, facilities, and services. departure. Manages email, fax, photocopy, and Delivers mail and messages. business center services. Business Center – Managed by a Business Center Attendant. Provides communication services (mail, internet, fax, photocopy, computer use). Travel Desk – Travel Desk Arranges tour/travel packages and tickets as requested by guests. DUTIES OF THE FRONT OFFICE STAFF 7. Bellman/Bellhops 1. Front Office Manager Provide hospitality services in hotels in Oversees all front office operations. clubs or hotels.Their name comes from the Implements policies or procedures that are fact that the person at the front desk would administered by hotel management. ring a bell to get the bellhop’s attention – the and provides personal attention to VIPs. bellhop was expected to run and see what was needed. Bellhops don’t respond to bells anymore. Responsibilities include escorting 2. Reservation Manager guests, taking care of luggage, running Controls the reservation section. errands, and delivering food or packages. Organises staff duty routes ,, maintains high standards, and ensures all reservations are 8. Doorman recorded. Acts as security for the establishment. Responsibilities include unloading bags, 3. Reservation Clerk hailing taxis, opening doors, and performing Communicates with prospective guests via telephone or email. crowd control. Takes note of scheduled stays and documents special needs as req. 9. Hotel Driver A hotel driver, also called a shuttle driver,. example, if a guest requests for a room on drives a limousine, van or small bus to collect a non-smoking floor, and deliver hotel guests to and from the airport. Drives guests to and from the 4. Front Desk Manager airport. Responsible for trampering guests to Responsible for communicating with other tourist areas and providing information on the departments. Conducts meetings, covers local area. shifts, deals with customer complaints and report to hotel directors , and supervises front desk clerks.. Each day, the front desk 10.Telephone Operator/Switchboard Operator manager is required to monitor all finances Vital to the hotel's success; often the first contact for guests is via of the front desk. telephone operator. The impression made during a call is vital 5. Receptionist. must speaks clearly and handles calls First point of introduction. Greets guests, professionally, guests are likely to have a requires ability, time management and good impression of the hotel. Must juggle customer excellence , answers phones, and multiple duties, including answering all provides support for other departments. incoming calls, assisting guests, and taking messages for guests and employees. 6. Hall Porter/Concierge A hotel porter is also called a hall poster or 11. Night Manager/Night Auditor bellhop, Works at the front line, ensures a the job is multi-faceted. relaxed and enjoyable stay. Provides Responsible for all aspects of the hotel information about local area and during the night. Must respond to situations attractions , books tickets, arranges like late check-ins and intoxicated guests. transportation, and runs errands 12. Hotel Cashier Collects money from guests for lodging and other fees. Maintains records, answers inquiries, processes transactions, and ensures the security of safety deposit boxes. 13. Guest Relations Officers Greet guests upon arrival and check them in. Important for making guests feel welcome and providing information on hotel amenities. For VIP guests, may provide special attention and amenities.