Various Department in the Hotel Industry Back Office

A hotel can provide good service when all departments will work • Reservation desk- used for taking booking for rooms.
together in an efficient and effective way by showing good team work, • Telephone Operator- used for attending all phone calls land up in the hotel
coordination and communication. or for providing trunk dial facility to guest.
The most important function of a hotel is to provide food and shelter Functions of Food and Beverage Services:
to prospective guest. To provide food and shelter, there are number of o To provide food and beverage facilities to the guest.
departments or areas who all functions together round-clock inside the hotel o To provide food and beverage for groups, conferences, meetings,
premises. theme parties, etc.
All departments are broadly categorized in the two parts: Sections
1. Operational Department (Core Department) • Restaurant
• Front Office - revenue center • Room service
• Food and Bev. Sector - revenue center • Banquet
• Housekeeping - cost center • Bar and Lounge
• Food/Kitchen Production - cost center Functions of Housekeeping:
2. Administrative Department (Non-Core Department) o To take care of the cleanliness of rooms, and the hotel building and
• Maintenance Dept. • Security Dept. its furniture and furnishings.
• Accounting Dept. • Purchasing Dept. o To maintain the linen for maintenance of the room linen, restaurant’s
• Human Resource Dept. • Sales and Mrktg Dept. linen, etc.
• Electronic Data Processing Dept. o To maintain the gardening work for hotel.
• Communication Dept. o To maintain guest laundry facility for room guest.
Functions of Front Office: o To maintain staff laundry facility for staff of hotel.
o To allot the room to the guest, called as check-in. Sections
o To maintain the room records for reservation and allocation. • Linen Room • Housekeeping store • Gardening area
o To collect the room charges and other miscellaneous charges for • Housekeeping desk • In-house laundry
various services used by guest during his/her stay as the hotel, at the Functions of Food/Kitchen Production:
time of departure of guest. o To provide various type of dishes to the guest as per the menu.
o To take advance booking for rooms. o To provide food for various buffer or banquet parties.
o To handle the phone calls of hotel. o To provide food to the staff of the hotel.
Sections o To prepare different type of dishes for special occasion.
Front Desk Sections
• Reception- this section used for check-in process of the guest. • Hot kitchen • Pastry/Bakery
• Information- used for providing various information for in-house guest. • Pantry/Cold kitchen • Butchery
• Cashier Desk- this section is used for check-out process of the guest. Functions of Maintenance:
• Guest relation desk- used for collecting guest feedback and maintenance of o To maintain all the equipment inside the hotel.
the guest history. o To be responsible for smooth supply of electricity, water, and smooth
• Bell desk- used for assistance of guest during check-in and check-out function of air conditioning unit.
process. o To maintain all the furniture and fixtures of rooms and other area of
• Travel desk- used for assistance of guest for arranging vehicles for guest hotel.
movements and for making transportation reservation.
Functions of Accounting: o To keep record of received materials and dispatched materials of the
o Preparation of budget and allocation or revenue and expenditure for property.
various department. o To keep record of movement of fixed assets of the property.
o Maintain all account related books in accordance to the government o To keep check on unauthorized entry of people.
rules and regulations. Functions of Purchasing & Stores:
o Preparation of balance sheet of the hotel. o To purchase materials from the market as per requirement of various
o Liasing with government offices for tax and revenue related matters. department of the hotel
o Collecting of revenue from guests, companies, etc. o To purchase all types of equipment and materials for the hotel.
o Giving salaries to employees. o To liaison with different companies or vendor for supply of perishable
o To keep check on the food and beverage cost. or non-perishable goods.
o To keep check on purchase and sale of alcoholic beverages for the o To liaison with different dealers for provision of non-vegetarian items
property. (chicken, mutton, fish, beef, etc.)
o To keep amount of revenue generated and expenditure under o To store all the purchased items properly as per basic rule (FI.F.O)
various heads for each department. To issue the material to the user department of the hotel after
Functions of Human Resource: making proper record.
o Recruitment and section of employee for hotel as per requirement o To maintain the smooth flow of perishable and non-perishable goods
o Training and development of employee for the department.
o Maintenance of attendance records, leave records, etc. Functions of Sales and Marketing:
o Maintenance of personal file for each employee with all details, for o To sell the room nights and various conferences facilities to various
the purpose of periodically appraisal. clientele.
Functions of Electronic Data Processing: o To sell the room nights to individual guest for holiday purpose.
o Maintenance of the property management system of the hotel. o To make the brand image of hotel in the market.
o Maintenance of various aspects of internet and its related matters. o To act as an agent for hotel and provide various information of
o Generation of various relevant electronic data as per requirement of changes and updating.
hotel. Hotel Management Structure
o Maintenance of all computer units hired or purchased by hotel, and A hotel organizational structure is a comprehensive plan by a hotel
its relevance software. owner to define departmental activities and responsibilities. This structure
Functions of Communication: brings order to every aspect of hotel operation from the front desk and room
o Maintenance of telephone connections for each room and other area service to the human resources department. Hotel organizational structures
of the hotel. are necessary to ensure maximum profitability from each room, restaurant
o Maintenance of cable connections of televisions of rooms and other and bar on a daily basis. Your hotel can run efficiently if it creates and
places of hotel. organizational structure that is easy to understand.
o Maintenance of audio-visual equipment for conferences and parties. Because of the variety of food, beverage and accommodation
o Maintenance of audio-visual equipment of the hotel. services provided by a hotel and in order to give and efficient service to the
Functions of Security: customer or guest, it is necessary to divide the hotel operation into distinct
o To be responsible for safety and security of guests of the hotel. department.
o To be responsible for safety of employees.
o To keep check on theft cases of hotel. Administrative functions for a small-scale hotel such as Accounting
o To cooperate with staff for fire exit procedure. Payroll, and Human Resources are normally handled by a centralized
corporate office or solely by the General Manager
Responsibilities of Hotel Management Professionals Kitchen Manager/ Chef
People who want to make their career in hotel management, for Many times, it is misunderstood that the responsibility of chef is just
them it is important to know the duties and responsibilities of hotel cooking the food. Chef is much more than a cook. Chef has in depth
management professionals. knowledge of food, flavor, nutrients, the combination of flavors, and calorific
There are various departments in a hotel like front office, food and values of various ingredients as well as the whole dish.
beverages, housekeeping and food/ kitchen productions known as the Main responsibilities of a chef include creating menu, food
operational departments while maintenance, accounting, human resource, preparation, develop new recipes and variants of existing recipes. Chef is also
electronic data processing, communication security, purchasing; and sales responsible to train kitchen staff and supervise them. In addition to this, chef
and marketing are the administrative departments. Managers of different is also responsible for inspecting the kitchen equipments, appliances and
departments have different responsibilities. Generally, there is a General work area. Chef is the person in a hotel who has mastery with the senses of
Manager over all of the managers of various departments of a hotel. He is flavors, take care the nutrition of the food and satisfy the guest with the urge
responsible for smooth operations and customer satisfaction. of wanting more.
Front Office Manager Hotel Maintenance
Front office is the area in a hotel where the guests arrive first. Front A hotel maintenance person will ensure that just about everything in
office professionals are the people in any hotel whom guests interact first. the hotel is in proper working order. Daily tasks may include changing light
That's why front office management is one of the most important parts of bulbs, removing waste and painting. Other tasks will be assigned as needed,
hospitality management or hotel management. including fixing or replacing toilets, piping room appliances and vacuums.
Front office manager is obviously responsible for managing all the Many hotels have an indoor pool, and you must ensure that the water pumps
duties and activities of the front desk or reception. Generally, it includes and chemical pumps are working correctly/ Also, you will need to be familiar
attending to the guest, escort the guest, answering guests’ inquiries, with heating and air conditioning units, electrical wiring and plumbing, how
registering the guest, settle the accounts of guest at the time of check out, to troubleshoot, fix or replace these items.
coordinate to various departments of hotel etc. Front office manager is also Hotel Accountant/ Controller
responsible for front office staff scheduling and training. Overseeing accounting functions includes ensuring timely and
Executive Housekeeper/ Housekeeping Manager accurate reporting of financial information, handling yearly audits, short and
Housekeeping Manager is responsible to manage all the activities all long term financial forecasting, and working as part of the hotel's executive
the activities related to housekeeping maintenance, cleanliness and management team
appearance of hotel. Human Resource Manager
Team of House Persons and Room Attendants is given to Human resource manager handle a variety of personnel and
Housekeeping Manager to maintain a hotel clean and friendly. Housekeeping administrative functions within an organization or business, including
manager is responsible to get work done from this team to provide customers benefits and compensation, employee training, recruitment and disciplinary
with quality services. procedures. Specific responsibilities of an HR professional depend on the type
Food and Beverages (F&B Manager) of company she works for and her specific job within the HR department.
Food and Beverage Manager (also known as F&B manager) is mainly Data Processing Executive
responsible for managing catering food and beverage services in a hotel. He The main responsibility of Data Processing Executive is the
has to manage the theme of restaurant, music, table reservation system, conversion of data into correct form. Computer data processing is any
catering operations, smooth operations in case of specific event (i.e. party, process that uses a computer program to enter data and summarize, analyze
wedding etc.), prompt and efficient catering services, decoration and well or otherwise convert data into usable information. He is responsible for
presentation of food, supervision and training of waiters, handling guest automating all the operations being used in data processing. The
complaints regarding meal and forward those complaints to chef, cost responsibility of data processing system is to manipulate raw data into
control, waste disposal, cleaning of table and floor area of restaurant etc.
information, and likewise information systems take raw data as input to qualification for nearly any management occupation with the lodging
produce information as output. industry.
Hotel Communication Officer Industry experience is the most basic qualification for management
The hotel communication officer provides an effective service by occupation in a hotel. A degree in Hospitality management studies, Human
answering emergency and highly priority telephone calls, as efficiently and Research or an equivalent Business degree is often required or strongly
quickly as possible. It also obtains and record accurate information, assesses preferred. A graduate degree may be desired for General Manager position
the level of any hotel information and responses appropriate action properly. but is often not required with sufficient management experience and tenure.
Hotel Security Guard A graduate degree may however be required for a corporate executive
The primary responsibility of a hotel security guard is to protect the position or above such as a Regional Vice President who oversees multiple
hotel and the guests, employees and property within it. Hotel security guards hotel properties and General Managers.
must keep a log book of anything unusual or problematic that happens, and Working Conditions
they often act as a liaison between police and hotel in the event that Hotel managers are generally exposed to long shifts that include late
something happens. Hotel security guards spend the majority of their time hours, weekends, and holidays due to the 24-hour operation of a hotel. The
patrolling the grounds and premises of the hotel, or monitoring the hotel via common workplace in hotels is a fast-paced environment, with high levels of
security cameras. intention with guests, employees, investors, and other managers.
Hotel Purchaser Upper management consisting of senior managers, department
The hotel purchaser is responsible for ordering inventory, supplies, heads, and General Managers may enjoy a more desirable work schedule
equipment and services for all departments and divisions. The purchaser is consisting of more traditional business day and having weekends and holiday
responsible for securing the best price for all purchases without jeopardizing off.
quality. The hotel purchaser is responsible for generating and submitting Depending on the size of the hotel, the hotel manager's day may
purchase orders in accordance with the company policies and procedures. include scheduling breaks, covering a window for check in or check out,
Purchases must follow the proper chain of command and all specialty handing cash, reconciling bank accounts, writing a review for an employee,
purchases must be approved by the department managers. The hotel disciplining an employee or handling dissatisfied guests, these duties may
purchaser is responsible for conforming all orders and their subsequent way each day depending on the needs of the property. The manager's
delivery. This includes reconciling the shipments, manifests, shot- and back- responsibly includes knowing about all current local events as well as the
stocked orders and damaged items. The hotel purchaser must log all events being held on the hotel property. Managers will be required to attend
purchases into the centralized purchasing system for proper tracing and regular department and company meetings. A hotel/casino property may
classification. The hotel purchaser must maintain a large database of vendors require additional duties regarding special events being held on property for
and contacts within the industry. Networking is useful tool in securing difficult casino complimentary guests.
items, rush orders and bad dogged merchandise. Skills Required for Hotel Management Professionals
Sales and Marketing Manager Hotel management or hospitality management is a part of service
A sales and marketing manager combines both strategy and sale industry and the customer's satisfaction is the main objective of the industry.
elements for dynamic leadership role that implements revenue generating Many skills are required in an individual to build up a career in the field of
plans with coordinated sales efforts This can include responsibilities with hotel management.
product development, picking strategy and product distribution. Analyzing • Communication Skills.
current sales figures and forecasting projected numbers to implement • Leadership quality.
effective marketing and sales strategies is also crucial. • Sales ability
Typical Qualifications • Time management.
Background and training required varies by management title and • Basic Knowledge of computers.
duties involved. Industry experience has proven to be an essential
 • Public relationship skills. property. The public areas of the house, such as kitchen and lounge have
• Negotiation skills. either limited access for guests, or are shared with the host family to some
• Multi-Tasking. degree. The business may be run as a secondary occupation. Breakfast is
• Team management. included in the price (generally either continental or full-English). Other meals
• An eye for detail may be available by arrangement.
• Marketing skills. Boutique Hotel - An establishment providing all the features and facilities of
• Stress handling skills. a normal hotel in a unique and exclusive style. These properties are generally
• Personal grooming. small, feature top class service and are marketed to the affluent.
• Swimming (could work as an extra advantage for job.) Budget Hotel - This is ideal for business travelers and those who don't require
Salary Package in Hotel Management Professionals frills and want to save some money. There is a variety to choose from across
As per general survey, average salary in hospitality management or the country and all offer affordable rooms.
hotel management at manager and above levels in year 2010 was between Camping Park - A park for camping only.
$4,500 and $1,200 depending on the education, skills, experience and Campus Accommodation - The accommodation provided by colleges and
geographical location. universities for their students is often made available - with meals - to
Overall Prospects of Hospitality Management individuals or groups at certain time of year, typically the summer, Easter and
Major advantage of step hospitality management or hotel Christmas holiday periods.
management field is that many doors get open for the professionals of the Guest House - Generally a private home which has been converted for the
hospitality of the hospitality industry. For example, a professional of hotel dedicated and exclusive use of guest accommodation. The public areas of the
management or hospitality industry can join: establishment are for the exclusive use of the guests. The owner or manager
either lives off-site, or in an entirely separate area within the property.
• Airlines catering
Guesthouse offers a wider range of services than a B&B, and usually caters
• Banks, Insurance and other financial sector (as front office, customer
for all meals.
care, public relation etc.)
Holiday Park - A park the offers holiday homes and most likely, touring
• Cabin crew in Airlines
camping pitches
• Call centers
Hotel - Generally the largest of all accommodation types. There is typically a
• Clubs common reception area, and rooms generally open directly onto a hallway.
• Cruise Liners The on-site restaurant and offer facilities are more accessible to the public
• Educational institutions (for render hospitality trainings) than the other accommodation types. A wide range of guests services in
• Fast food joint available, such as room service. Hotels are often mentors of larger hotel
Apartel - any building or office containing several independent and furnished groups, and a similar accommodation experience may be available in
or semi furnished apartments, regularly leased to tourist and travelers for different establishments within the group. This is a building or establishment
dwelling on a more or less long term basis and offering basic services to its which provides living accommodations for transfer visitors and sometimes
tenants, similar to hotels. long-term residents, and which often offers other facilities such as meeting
Backpacker - An establishment, commonly, a house that offers lodging for rooms, restaurant, entertainment, and skips, available to its guests and to the
backpackers, travelers or youth hikers for a cheap price. It is like dormitory general public.
where there is a room with many beds where opposite gender may stay even Hospice- A place of refuge for travelers, often operated by a religious order.
knowing each other and only one bedroom is shared. Hostel -A lodging supervised by adults, planned for the use of young hikers or
Bed & Breakfast (B&B) - A private home in which guests can be bicyclist, also youth hostel. A student residence or dormitory.
accommodated at night in private bedrooms (which may or may not have Inn- This is a traditional type of accommodation within the pub. The bar and
private bathrooms). The owner or manager lives in the house or on the restaurant is open to non-residents, and provides food at lunchtime and in
the evening. This lodging establishment caters to transients which does not Hotel Classifications and Standard Requirements
meet the minimum requirements of an economy hotel. The following are the minimum requirements for the operation of a
International Resort Hotel- A hotel with a 5-star quality award that has a Hotel in the Philippines for the purpose of accreditation and as hereby
range of leisure and sporting facilities. These include an 18-hole golf course, classified by the tourism in the following categories, namely:
swimming pool and leisure centre, and country pursuits. • De Luxe Class
Lodge- An accommodation facility which is located and designed to optimize • First Class
the feeling of being closely in touch with nature. The building style should • Standard Class
feature natural materials and coloring such as wood, stone, and thatch. An • Economy Class
outdoor experience should be offered at the lodge. Style and Location of Hotels
Motel- You might be confused or sometimes you might mix the meaning of Hotels are generally classified by their style and location. Each
hotel and motel. Motel is also a place where you can lodge, they will serve classification is geared to specific clientele. Several companies classify hotels
you food and other services but motel as different from hotel. A motel or according to amenities and services by using a star system. The more stars,
midnight hotel is a hotel for short stay especially for tourist on long travel. the more luxurious the hotel. For the most part, classifications can way within
Some motels especially in the Philippines, they offer a per hour stay. Some each type of hotel style. However, it is rare for budget to attain extremely
offers a 3-hour package more or less. high ratings, because they do not have the amenities necessary for higher
Pension Home- A private or family-operated tourist boarding house, tourist classifications.
guest house or tourist lodging house employing non-professional domestic Resort Hotels
helpers regularly catering to tourists and travelers, containing several Resort hotels are frequented by the customer on vacation. They may
independent lettable rooms, providing common facilities such as toilets, bath feature amenities that will permit their clientele to relax and have fun.
rooms/shower living and dining rooms and/or kitchen and where a Popular amenities, may include, pool bars and baby sitting.
combination of board and lodging may be provided. Airport Hotels
Private Home- This type of accommodation is not dedicated for full time Airport hotels are designed to have clean rooms and are booked
occupation of guests, but is a private house or apartment which is temporarily because of their close proximity to the airport. Often, they offer shuttles to
available for rental, often during peak tourism seasons. and from the airport. Many airport hotels offer business amenities and
Transient House- A house for rent where people having a vacation can rent restaurants for guests? Airport hotels may have a high turnover of guests
for a short term. This is where they can use all the house's facilities. staying for short duration of time, and are often located in cities.
Resort- Any place or places with pleasant environment and atmosphere Casino Hotels
conducive to comfort, healthful relaxation and rest, offering food, sleeping Casino hotels are unique because they provide preferential service to
accommodation and recreational facilities to the public for a fee or gambles. Guests who spend enough time or money at the casinos can receive
remuneration. complimentary rooms and dining. Casino hotels are often luxurious and offer
Restaurant with Rooms- The restaurant is the most significant part of the full-service restaurants, indoor shopping, pools and finest facilities. These
business, and is usually open to non-residents as well as those staying there. hotels offer plenty of night life including shows, dance clubs and comedians.
Breakfast is usually provided. Sometimes they are located in recent areas. Star ratings are based on
Self-catering- A house, cottage, apartment, chalet or similar accommodation, amenities, location and room quality.
with self-catering facilities, which is let normally on a weekly basis to Economy hotels
individuals, although shorter breaks may be available. Economy hotels provide limited amenities at reasonable rates.
Serviced Apartment- Essentially self-catering apartments where services Sometimes, economy hotels provide guests with a complimentary
such as cleaning are available. Meals and drinks may be also available, continental breakfast. Economy hotels in resort areas may be of the beaten
Touring Park- A park that offers touring pitches, and may offer camping path, or in a slightly less desirable location. Economy hotels offer basic room
pitches as well. accommodations, and many do not have full service on-site restaurants.
More recently, some economy hotels have adjacent chain restaurants within CLASS A
walking distance, often sharing the same pacing kit. • In a suitable location free of noise, atmospheric, and marine pollution
Conference Centers and Commercial Hotels • Free parking for guests (if applicable)
Conference centers and commercial hotels are designed for business • Public wash Zimmer
clientele. Conference centers feature multi-purpose rooms that can • At least four (2) sports and recreational facilities
accommodate seminars and business programs. They have banquet facilities • Employee facilities
that can serve and accommodate large parties, and also offer equipment and • At least one (1) food & beverage outlet
acoustics suitable for speakers and visual presentations. Some conference Types of Restaurant
centers and commercial hotels are located in recent areas, but they still focus Various types of restaurant fall into several industry classifications
on the business needs of clients and companies. based upon menu style, preparation methods and pricing. Additionally, how
Suite Hotels the food is served to the customer helps to determine the classification.
Suite hotels appeal to business people that prefer a separate work Historically, restaurant referred only to places that provide tables
space or families that want one room, yet also want some room separation value one sat down to eat the meal, typically served by a waiter. Following
for children. They often feature multiple rooms, and may have a pull -out bed the rise of fast food and table cut restaurants, an acronym for the older
in addition to the main sleeping area. Suite hotels have a broad range of "standard" restaurant was created, sit-down restaurant. Most commonly,
amenities, and can be classified as high as a luxury hotel, or as a basic "sit-down restaurant" refers to a casual dining restaurant with table service,
economy hotel, depending on the location and the services offered. rather than a flat food restaurant or a "diner: where one orders food at a
Classification of Resorts counter. Sit-down restaurants are often further categorized, in North
Resorts are classified and certified by the Department of Tourism. America, as "Family-style" or "formal".
Resorts falling hereunder have complied with its minimum standards in the In British English, the term restaurant almost always means an eating
operation of the establishment concerned to ensure the safety, comfort, and establishment with table service, so the "sit-down" qualification is not usually
convenience of tourists. necessary. Fast food and takeaway (take out) outlets with counter service are
CLASS AAA not normally referred to as restaurants. Outside of North America, the terms
• In a suitable location free of noise, atmospheric, and marine pollution fast casual dining restaurants, family style, and casual dining are not used and
• Free parking for guests (if applicable) distinctions among different kinds of restaurants is often not the same? In
• First Class guest Zimmer France, for example, some restaurants are called "bistros" to indicate a level
• Public wash Zimmer of casualness or trendiness, though some "bistros" are quite formal in the
• At least four (4) sports and recreational facilities kind of food they serve and clientele they attract. Others are called
• Conference and convention facilities "brasseries," a term which indicated hours of service. “Brasseries: may serve
• Employee facilities food round clock, whereas “restaurants” usually only serve at set intervals
CLASS AA during the day. In Sweden, restaurants of many kinds are “restauranger”, but
• In a suitable location free of noise, atmospheric, and marine pollution restaurants attached to bars or cafes are sometimes called "Kick", literally
Free parking for guests (if applicable) "kitchens," and sometimes a bar-restaurant combination is called a “king” in
• Standard Class guest Zimmer English a “tavern”.
• Public wash Zimmer In Dishing It Out. In Search of the Restaurant Experience, Robert
• At least four (3) sports and recreational facilities Applebaum argues that all restaurants can be categorized according to a set
• Conference and convention facilities of social parameters defined as polar opposites: high or low, cheap or dear,
• Employee facilities familiar or erotic in the cuisine it offers to different kinds of customers, and
so on. Context is as important as the style and form a tequera is a more than
familiar site in Guadalajara, Mexico, but it would be exotic in Albana. A Rufus Variations of Restaurants
Chris restaurant in North America may seem somewhat strange to a first time Most of these establishments can be considered subtypes of the fast
visitor from India, but many Americans are familiar with it as a large casual dining restaurants or casual dining restaurants.
restaurant chain, albeit one that features high prices and a formal Brasserie and Bistro
atmosphere. A brasserie in the US has evolved from the original French idea to a
Fast Food type of restaurant serving moderately-priced heavy meals - French-inspired
Fast food restaurants emphasize speed of service. Operations range "comfort foods" - in an unpretentious setting. Bistros in the US usually have
from small-scale street vendors with carts to mega-corporations Ex. more refined decor, fewer tables, finer foods and higher prices. When used
McDonalds, Jollibee, KFC, etc. Fast food restaurants are also known a QS or in English, the term bishop usually indicates a continental menu.
quick-service restaurants. Buffet and smorgasbord
Fast Casual Buffets and smorgasbord offer patrons a selection of food at a fixed
Fast casual restaurants usually do not offer full table service, but may priced Food is served on trays around bars, from which customers with plates
offer non-disposable plates and cutlery. The quality of food and prices tend serve themselves. The selection can be modest or very extensive, with the
to be higher than those of a conventional fast-food restaurant but may be more elaborate menus divided into categories such as salad, soup, appetizers,
lower than casual dining. hot entrees, cold entrees, and dessert and fruit. Often, the range of cuisine
Casual Dining can be eclectic, while other restaurants focus on a specific type, such as
A casual dining restaurant is a restaurant that serves moderately home-coding. Chinese, Indian, or Swedish. The role of the waiter or waitress
priced food in a casual atmosphere. Except for buffet-style restaurants in this case is relegated to removal of finished plates, and sometimes the
typically provide table service. Casual dining comprises a market segment ordering and refill of drinks. In Italy, a kind of semi-buffet is featured in either
between fast food establishment and fine dining restaurants. Casual dining in tavola calda, serving hot foods, and a tauda fiedda, which serves cold food.
restaurants often have a fill bar with separate bar staff, a larger beer menu Either can be found in bars and cates at meal times or in dedicated sites,
and a limited wine menu. They are frequently, but not necessarily, part of a sometimes with seating and service at a counter.
wider chain, particularly in the United States. In Italy, such casual restaurants In the United States, Buffets, Inc., is a large buffet chain corporation
are often called "trattoria" and are usually independently owned and which owns Old Country Buffet, Country Buffet and HomeTown Buffet.
operated. HomeTown Buffet popularized the "Scatter Buffet" which refers to the layout
Family Style of separate food pavilions. Other American restaurants chains well-known for
Family style restaurants are a type of casual dining restaurants dining their buffets include Golden Covel, which features food products presented
restaurants where food is often served on plates and the diners serve in pans, Scuplantation/ Sweet Tomatoes (known in particular for its soups and
themselves. Typically, alcoholic beverages are not sold at family-style casual salad), Gatt's Pizza, GO's Pizza, French Choice (a smaller competitor of
dining restaurants. Souplantation). Pancho's Mexican Buffet, Ryan's and Pondensa Stealdure.
Fine Dining Sizzler is another prominent restaurant offering a buffet.
Fine dining restaurants are full-service restaurants with specific Café
dedicated meal courses. Décor of such restaurants feature higher-quality Cafés are internal restaurants offering a range of hot meals and
materials, which an eye towards the "atmosphere" desired by the made-to-order sandwiches. Coffee shops, while similar to cafés are not
restaurateur, than restaurants featuring lower-quality materials. The wait restaurants due to the fact that they primarily serve and derive the majority
staff is usually highly trained and are generally either single-location of their revenue from hot drinks. Many cafés are open for breakfast and serve
operations or have just a few locations. Food portions are visually appealing. full-hot breakfasts. In some areas, cafés offer outdoor seating.
Fine dining restaurants have certain rules of dining which visitors are Cafeteria
generally expected to follow often including a dress code. A cafeteria is a restaurant serving ready-cooked food arranged
behind a food-serving counter. There is little or no table service. Typically, a
patron takes a tray and pushes it along a track in front of the counter. known for their high - quality pub food and constantly high prices. A typical
Depending on the establishment, servings may be ordered from attendants, pub has a large beers and ales on tap.
selected as ready-made portions already on plates, or self-serve their own Teppanyaki-style
portions. Cafeterias are common on hospitals, corporations and educational Many restaurants specializing in Japanese cuisine offers the
institutions. teppanyaki grill, which is more accurately based on a type of charcoal stove
In the UK, a cafeteria may also offer a large selection of hot food that is called shichirin in Japan Diners, often in multiple, unrelated parties, sit
similar to the American fast casual restaurant, and the use of the term around the grill while a chef prepares their food orders in front of them. Often
cafeteria is deprecated in favor of self-service restaurant. the chef is trained in entertaining the guests with special techniques,
Coffeehouse including cracking a spinning egg in the air, forming a volcano out of
Coffeehouse is casual restaurants without table service that differently sized onion slices, and flipping grilled shrimp pieces into patrons'
emphasize coffee and other beverages, typically a limited selection of cold mouths, in addition to various props. Also referred as Hiachi.
foods such as pastries and perhaps sandwiches are offered as well. Their Hotel Ownership and Affiliation
distinguishing feature is that they allow patrons to relax and socialize on their Many guests have an affinity with a particular group or chain of hotels
premises for long periods of time without pressure to leave promptly after and always seek out an establishment in which they feel the surroundings are
eating and are thus frequently chosen as sites for meetings. familiar. A chain of hotels generally refers to a number of operations that
Destination Restaurants belong to the same organization.
A destination restaurant is one that has a strong enough appeal to International Corporate Hotels
draw customers from beyond its community. The idea of a destination These are large chains which almost household words in the hotel
restaurant originated in France with the Midrelin Guide, which rated and entering industry (e.g. Hilton, Holiday Inns, Internal Continental and
restaurants as to whether they were worth a special trip or a detour while Marriott. Some of the groups are a combination of company-owned,
one traveled by car in France. franchised and management contract operations. While others were entirely
Tabletop Cooking owned by an individual or a company. Their main features include
Customers are seated as in a casual dining setting. Food items are standardization of service, facilities and price, and many chains endeavor to
prepared by the establishments for coding on embedded has stoves, operate a hotel in most capitals in the world.
inductions cookers, or charcoal grills; the customer has control over the Major National Hotel Companies
heating power of the appliance. The other foreign has its share of international hotels and many of
Mongolian Barbecue the major national hotel companies are equally well known all over the world.
Despite the name, the Mongolian Barbecue form of restaurant in not This sector of the trade is increasingly dominated by the breweries, which
Mongolian, actually derived from Taiwan and inspired by Japanese have expanded into the hotel business over the last few years.
teppanyaki. Customers create a bowl from an assortment of ingredients Small Hotel Groups
displayed in a buffet fashion. The bowl is then handed to the cook, who stir- Not all of hotels are large or widely dispersed. Some companies own
fries the food on a large griddle and returns it on a plate or in a bowl to the a group that may consist of no more than four or five hotels, and they may
consumer. be confined to a particular region or country.
Pub Independent Hotels
Mainly in UK and other countries influenced by British culture, a pub These are units which are privately owned or independent of any
(short for public house) is a hut that sometimes serves simple food fare. company. Many guests enjoy staying at an establishment of this nature
Traditionally, pubs were primarily drinking establishments with food in a because of the individuality of the operation. The countries the guest must
secondary position, whereas many modern pubs rely on food as well, to the find another hotel which suits them and other for their needs. Boutique
point where great pubs are often essentially fare - dining establishments, hotels are often independent hotels. These hotels offer the guest a unique
experience.
 Hotel Consortium functioning. For this to happen, they must develop and implement hospitality
This system overcomes the disadvantage referred to above since it management concepts which help them implement their vision for the future
provides a way for independently owned hotels to affiliate themselves to one of the organization and to run smoothly.
another without surrendering their individuality. The advantages to the hotel Hospitality management involves the planning, organizing, directing,
include shared advertising costs, bulk purchasing and a referral of bookings, controlling and staffing of human and material resources within the lodging,
and to the guest a standardizing of quality. Examples of hotel Consortiums restaurant, travel and tourism, institutional management, recreational
are small luxury hotels of the world and preferred hotels and resorts. management and meeting and convention planning industries. All of these
separate yet related segments of the hospitality industry are interrelated to
Hotel Management Meaning and Principles deliver kind and generous services to guests.
Management is the act of getting people together to accomplish The hospitality management concept is translated into functions lead
desired goals and objectives using available resources efficiently and to the creation of a cohesive hotel organization. It is interesting to note that
effectively. there is note that there is no hard and fast rule to be followed in the
Hotel management is the executive level of a hotel. This application of these functions, as management is a real-time decision-making
management position will oversee all aspects of running a hotel. This will be system, any of these functions can be operational in conjunction with any
in the form of the hotel, housekeeping, restaurant, meetings, etc. other and also as independent entities themselves.
It also defined hotel management as running or managing a hotel. Planning
Hospitality managers are in charge of everything from housekeeping and Planning is the foundation pillar of hospitality management. It is the
reservations to catering and concierge services. base upon which all other areas of management are built. Planning requires
Hotel management are also known as hospitality management. administration to assess where the hospitality industry presently is and
Hospitality management is referring to hosting the guests. Though, where it would be in the upcoming years. From there, an appropriate course
hospitality management is a broad term because hosting the guests or render of action is determined and implemented to attain the hospitality industry
the services to guests could be in many fields, ie hotels, restaurants, cruise goals and objectives.
liners, air planes, clubs, tourism industry, event management industry and Planning is an unending course of action. There may be sudden
nor in hospitals also, but generally in academics, hospitality management strategies, required to be implemented during a crisis. There are external
refers to hotel management. Hospitality management or hotel management factors that constantly affect the hospitality industry, both positively and
is managing hotel and/or managing event at hotel. negatively. Depending on the conditions, a hospitality industry may have to
Hotel management or hospitality management is a part of service alter its course of action regarding certain goats. This kind of preparation or
industry. In this industry, the industry professional has to cater services to the arrangement is known as strategic planning.
guests and hence, they have to communicate with the guests directly. Hotel In strategic planning, management analyzes internal and external
management is therefore a service industry in which personality factors, that may affect the hospitality industry, its objective and goals. One
development is the most important part of professional portfolio of an of the primary tools of strategic planning is the use of SWOT Analysis, a
individual. technique that helps hospitality industry find their strengths and weaknesses,
According to some industry professionals, world's economy in 21* identify areas of opportunity and take preventive measures against threats
century will govern by mainly three industries, i.e. telecommunication arising from both internal and external environment factors.
industry, Hospitality industry, and IT industry. Hospitality industry is one of The SWOT matrix can be understood by dividing its cell according to
the fastest growing industries with lucrative career options specially for what they represent for the hospitality industry.
energetic youth. Internal environment stands for the factors affecting performance
Hospitality Management Concepts within the hospitality industry itself, this could be both positive or negative in
Any type of lodging accommodation, whether new or old, small or nature
big, requires certain methods, procedures and plans in place for its efficient
 External environment is the outside world, factors beyond the Hospitality management include the function of staffing as an
control of the hospitality industry which may affect it in positive or negative important hotel management practice. Without human resources, no
ways. industry can get off the ground, let alone do business and make profits. Even
Strengths are the things that the hospitality industry does well, its the most labor efficient business models like online marketing and counseling
core competency in production, sales, innovation and so on. require expertise in the form of knowledge individuals whose job it is to
Weaknesses are the areas which need improvement such as a high identify trends, do research and provide business plans or solutions to
attrition rate. problems.
Threats are the foreign variables that affect the hospitality industry Staffing is an important function because it puts the right man in the
such as government regulations, entry of new competitors or even natural right job. It is an ongoing activity as hotel employees to keep leaving and
disasters. joining the hotel organization, they also retire from time to time leaving
Organizing empty places in various positions. Efficiency is a prime focus for, leaves,
The second function of the management is getting prepared and payments, benefits, medical allowances, social security accounting and much
getting organized. The hospitality management must organize all its more.
resources beforehand, to follow the course of action decided during the It is very important to maintain a productive working environment,
planning process. While determining the hierarchy of the hospitality industry, build positive interpersonal relationships and engage in problem solving. This
hotel managers must look at the requirements of different divisions or can only be done effectively, with proper communication. Understanding the
departments. They must also ensure the harmonization of staff and try to find communication process and working on areas that need improvement, helps
out the best way to handle the important tasks and reduce unnecessary hotel managers become more effective planners.
expenditure within the industry. Hospitality Management determines the The Role of a Hotel Manager
division of work according to its need. It also has to decide for suitable A hotel manager or hotelier is a person who holds a management
departments to hand over authority and responsibilities. position within a hotel, motel, and vacant establishment. Management titles
Directing/ Leading and duties vary by company. In some hotels the title hotel manager or
Directing or leading is the third hospitality management function. hotelier may solely be referred to the General Manager of the hotel. Small
Working under this function helps the hospitality management control and hotels usually have a small management team consisting of three or fewer
supervise the actions of the staff. It also enables them to render assistance to managers while larger hotels may have a large management team consisting
the employees by guiding them in the right direction, to achieve the of managers of various departments and divisions.
hospitality industry goals and also accomplish their personal or career goals, Hotel Innovation of Principles of Management
which can be powered by motivation, communication, department dynamics, 1. Division of Work
and department leadership. Work should be divided among individuals and groups to ensure that
Controlling effort and attention are focused on special portions of the task. Henri Fayol
Controlling is the fourth function of hospitality management, presented work specialization as the best way to use the human resources of
includes establishing performance standards, which are aligned to the the organization.
hospitality industry objectives. It also involves evaluation and reporting of 2. Authority and Responsibility
actual job performance. When these points are studied by the hospitality The concepts of authority and responsibility are closely related.
management, it is necessary to compare both these things. This study or Authority was defined by Fayol as the right to give orders and the power to
comparison leads to further corrective and preventive actions. The exact obedience. Responsibility involves being accountable and is therefore
controlling function aims to check if the tasks being allotted are performed naturally associated with authority. Whoever assumes authority also
on time and according to the standards set by the quality department. assumes responsibility.
Staffing 3. Discipline
 A successful organization requires the common effort of workers. Management should encourage harmony and general good feelings
Penalties should be applied judiciously to encourage this common effort. among employees.
4. Unity of command It is argued that the principal object of hotel management should be
Workers should receive orders from only one manager. securing the maximum prosperity for the hotel employer, coupled with the
5. Unity of Direction maximum prosperity for each hotel employee. The most important object of
The entire organization should. be moving towards a common both hotel management and employee should be the training and
objective in a common direction. development of each individual in the hotel establishment, so that he can do
6. Subordination of Individual Interests to the General Interests. the highest class of work for which his natural abilities fit him. It is
The interest of one person should not take priority over the interests demonstrated that maximum prosperity can exist only as a result of
of the organization as a whole. maximum productivity, both for the management and individual, and
7. Renumeration rebuked the idea that the fundamental interest of employees and employers
Many variables, such as cost of living supply of qualified personnel, are necessarily antagonistic.
general business conditions, and success of the business, should be It is described how most all hotel workers deliberately work slowly,
considered in determining a worker's rate of pay. or "soldier" to protect their interests. According to Taylor, there were three
8. Centralization reasons for the ineffiency:
Fayol defined centralization as lowering the importance of the First. The fallacy, which has from time memorial, been almost
subordinate role decentralization is increasing the importance. The degree to universal among women, that a material increase in the output of each
which centralization or decentralization should be adopted depends on the machine in the trade world result in the end in flowing a large number of men
specific organization in which the manager is working. out of work.
9. Scalar Chain Second. The defective system of management which are in common
Managers in hierarchies are part of a chain like authority scale. Each use, and which make it necessary for each workman to soldier.
manager, from the first line supervisor to the president, possesses certain Third. The inefficient rule-of-thumb methods, which are still almost
amounts of authority. The president possesses the most authority, the first universal in all trades, and in practicing which our workmen waste a large part
line supervisor the least. Lower level managers should always keep upper of their effort.
level managers informed of their work activities. The existence of a scalar Taylor argued that the cheapening of any article in common use
chain and adherence to it are necessary if the organization is to be successful. almost immediately results in a largely increased demand for that article,
10. Order creating additional work contradicting the first belief.
For the sake of efficiency and coordination, all materials and people As to the second cause, Taylor pointed to quotes form 'Shop Management'
related to a specific kind of work should be treated as equally as possible. to help explain how current management styles caused workers to soldiers. He
11. Equality explained the natural tendency of men to take it easy as distinct from systematic
All employees should be treated as equally as possible. soldering due to thought and reasoning, and how bringing men together at a
standard rate of pay exacerbated this problem. He described how under standard
12. Stability of Tenure of Personnel
day, piece, or contact work it was in the workers' interest to work slowly and hide
Retaining productive employees should always be a high priority of how fast work can actually be done, and the antagonism between workers and
management. Recruiting and Selection Costs, as well as increased product- management must change.
reject rates are usually associated with hiring new workers. For the third cost, Taylor noted the enormous saving of time and increase in
13. Initiative output that could be obtained by eliminating unnecessary movements and
Management should take steps to encourage worker initiative, which substituting faster movements, which can only be realized after, emotion and time
is defined as new or additional work activity undertaken through self- study by a competent man. While there are perhaps "50,50 or a hundred ways of
direction. doing each act in each trade", "there is always one method and one implement which
14. Espirit de Corps is quicker and better that any of the best"
The Front Office Department - Responsible for handling mail and messages with room keys.
The “Front Office Department” is the major department in a hotel - Also provides information regarding outside and inside of the
which is situated at the front part of the hotel and its duty is to sale the rooms hotel rules and regulations, facilities, and services.
of the hotels after registration and hand over the key to the guest. 4. Telephone/Switch board
In other words, it is “Show Case Window” of the hotel which reflects - Handled by telephone operator and it is located at the back of
the image of the hotel. It is the back bone as well as the “nerve center” of a the office.
hotel from where all the information and messages are communicated to the - Maintain function is to handle incoming and outgoing calls.
different department or personnel. The front office department of a hotel 5. Cashier
holds first importance in view of the nature of a business in a hotel. Revenue - The main function of cashier is to secure payment from the guest
collected from the selling of rooms contributes more than 50% of the hotel arrival.
total sale. Thus, the functions of the front office department are to allocate 6. Lobby
rooms to the guest and acts as a continuous source of information to the - It is an area which is located ate the entrance of a hotel building
guest staying at the hotel. Other major function of this department includes with sitting arrangement for guest’s visitors to meet and wait.
settlement of guest account, providing guest service, preparation of guest 7. Bell Desk
history card, luggage handling, airport pick-up, etc. - This desk is responsible for handling the luggage during arrival
The same basic but necessary traits for the front office jobs are they and departure.
should have the great communication skills pleasing personality and should 8. Business Center
love interacting with people. They are also good in the mathematics and - Main function of this section is to provide the communication
computer operation skills, smiling face, good telephone etiquettes and email facilities and services like mall, internet, fax, photocopy, etc.
etiquettes, should have the skills to tackle the unexpected situations. 9. Travel Desk
The front office department performs the following activities: - This section of front office is responsible for arranging the
• Processing advance reservations • Handling guests mail and parcel packages, tickets, etc. for the guest request.
• Registering guests • Administering telephone service Duties of the Front Office Staff
• Rooming guests • Accounting (making payments and billing) 1. Front Office Manager
• Handling guests’ luggage • Checking out guests The front office manager overseas all front office operation in the
• Issuing room keys hotel. He/she is also implements any policies or procedures that are
• Providing information administered by hotel management. When VIPs, such as celebrities or
Sections of the Front Office Department and Its Functions dignitaries, stay at the establishments, she is often responsible for giving
1. Reservations them the personal attention they require.
- Plays a very important role in the front office. 2. Reservations Manager
- The customer of guest would expect you to know everything that The one in control of this section, and organizes the staff duty routes,
is related to the hotel. establish and maintain high standards of work, and make-decision on
- The first step in a customer or guest relationship is the whether bookings should be accepted or not.
reservation process. 3. Reservation Clerk
- It is basically blocks/reserve the room as per request or specifies Communicates with prospective guests via telephone or internet,
data from the guest. scheduling their stay and documenting any special needs they may have.
2. Reception/Registration
- The person in-charge of this section is called the “receptionist”.
3. Information
 4. Front Desk Manager Collects money from guests for their lodging accommodations and
Responsible for communicating with all other departments in regard any other fees they may incur during the stay. Including parking, valet, room
to the front desk department, conducts department meetings regularly, service and telephone or computer use fees.
cover all shifts open, deal with all complaints from customers, and reporting 13. Guest Relation Officers
all matters to the hotel director. Typically greet guests as they walk in the door and check them in to
5. Receptionist the hotel.
The first point of Introduction. The importance duty is to make guests feel welcome at the hotel and
Greets customers/clients. provide them with information in hotel amenities and ensure they have a
Rarely has direct reports, hence the position requires the ability to pleasant stay.
excel in time management as well as customer excellence. Front Office Terminologies
6. Hall Porter/Concierge Access time- the amount of time required for a processor to retrieve
Also called a hall poster or bellhop, works at the front-line of hotel information from the hard drive; recorded in milliseconds.
services. He has a lot of contract with patrons of the hotel in which he works Account payable- Financial obligations the hotel owes to private and
and is responsible for variety of tasks aimed at ensuring the customer’s stay government-related agencies and vendors.
is a relaxed and enjoyable one. Account receivable- Amount of money owed to the hotel by guests.
7. Bellman/Bellhops Aging of account- Indication of the stage of the payment cycle such
Provides hospitality services in clubs or other buildings such as hotels. as 10 days old, 30 days overdue, 60 days overdue.
They get their name from the fact that the person at the front desk All-suite- A level of service provided by hotel for a guest who will
of the building would ring a bell to get the bellhop’s attention. desire an at home atmosphere.
8. Doorman Amenities- Personal toiletry items such as shampoo, toothpaste,
Acts as security for the establishment, ensuring the people entering mouthwash and electrical equipment.
the building have permission to do so. American plan- A room rate that includes meals, usually breakfast
He may unload and carrying bag for guests, hall taxis, open doors, and and evening meal as well as room rental in the room rate.
watch the video surveillance if the establishment uses cameras. Assists- Item that have monetary value.
9. Hotel Driver Atrium concept- A design in which guest rooms overlook the lobby
Also called a shuttle driver. from the first floor to the roof.
Responsible for tampering guests to tourist’s areas, such as the beach Average Daily Rate (ADR)- A measure of the hotel staff’s ability to
or other destinations and provide information on the local area. sell available room rates, the method to cornpone the ADR is: Room
10. Telephone Operator/Switchboard Operator revenue/number of rooms sold.
Vital to the success of a business. Balance sheet- An official financial listing of assets, liabilities and
Oftentimes, the customer’s first encounter with business via the owner’s equity.
telephone operator. Bank card- credit cards issued by banks, examples of which include
11. Night Manager/Night Auditor Visa, MasterCard, JCB.
A hotel night manager job is multi-faceted. Banquet sheet- A listing of the details of an event at which food and
Responsible for all aspects of the hotel on overnight. beverage are served.
Has to be ready to respond to a variety of situations such as late Bill-to-account- An extension of credit to quest by an individual hotel
check-ins, intoxicated guests and loud parties. that requires the guest or the quest’s employer to establish a line of credit
12. Hotel Cashier and to adhere to a regular payment schedule.
Biometrics- An individual electronic measurement of uniqueness of
human being such as voice, handprint or facial characteristics.
 Blackout- Total loss of electricity Computer supplies - Paper, forms, ribbons, ink cartridges needed to
Blocking on the horizon- Reserving quest rooms in the distant future. operate the system.
Blocking procedure- Process of reserving a room on a specific day. Concierge - A person who provides an endless array of information
Bottom up- A sales method that involves presenting the least on entertainment, sports, amusement, transportation, tours, church services
expensive rate first. and babysitting in a particular city or town.
Brownouts- Partial loss of electricity. Conference call- A conversation in which three or more persons are
Business affiliation- Chain or independent ownership of hotels. linked by telephone.
Call accounting- A computerized system that allows for automatic Confirmed reservations- Prospective guests who have a reservation
tracking and posting of outgoing quest room calls. for accommodations that is honored until a specified time.
Cancellation code- A sequential series of alphanumeric combinations Continental breakfast- juice, fruit, sweet roll and/or cereal.
that provide the quest with a reference for a cancellation of a guaranteed Controller- The internal accountant for the hotel.
reservation. Convention guests- Guests who attend a large convention and
Cash bank - A specific amount of paper money and coins issued to a receive a special room rate.
cashier to be used for quest. Corporate client- A hotel guest who represents a business or is a
Cashier - A person who processes quest check outs and legal tender guest of that business and provides the hotel with an opportunity to establish
and make change for quest. a regular flow of business during sales periods that would normally be flat.
Cashier's report - A daily cash control report that list cashier activity Corporate rates- Room rate offered to corporate clients staying in
of cash and credit cards and machine totals by cashier’s shift. the hotel.
Chain- A group of hotels that fallow standard operating procedures Credit- A decrease in an asset or an increase in liability, or an amount
such as marketing, reservations, quality of service, food and beverage of money the hotel owes to guest.
operations, housekeeping and accounting. Credit balance- Amounts of money a hotel owes guests in future
Chain affiliations- Hotels that purchase operational and marketing services.
service form a corporation. Credit card imprinter- makes an imprint of the credit card the guest
Channel management- Objective review of the most profitable will use as the method of payment.
marketing approach for guest rooms, central reservation system, GDS, third Crisis management- maintain control of an emergency situation.
party reservation system, toll free phone reservation, travel agent, etc. Cross-training- training employees for performing multiple tasks and
City ledger account - A collection of accounts receivable of jobs.
nonregistered guest who use the service of the hotel. Current guests- Guest who are registered in the hotel.
Collective bargaining unit - A labor union Customer relationship management- A system that allows hotel
Commercial cards - credit cards issued by corporation, an example of managers to integrate technology to support customer service techniques
which is Diners Club that provide topnotch customer service.
Commercial hotels - Hotels that provide short-term accommodation Cycle of service- The progression of a guest’s request for products
for traveling guests. and service through a hotel’s department.
Commercial rate - Room rate for business people who represents a Daily blocking- assigning guests to their particular rooms on a daily
company but do not necessarioty have bargaining power because of their basis.
infrequent o sporadic pattern of travel. Daily sales report- A financial activity report produced by a
Communication hierarchy - A listing of the order in which department in a hotel that reflects daily sales activities with accompanying
management personnel may be called on take charge in an emergency cash register tapes or point-of-sales audit tapes.
situation. Database interfaces- the sharing of information among customers.
Complimentary rate - A rate in which there is no charge to the guest. Data sorts- Report option in a PMS that indicates groupings of info.
THE HOUSEKEEPING DEPARTMENT Functions of the Housekeeping Department
Responsible for maintaining the cleanliness and appearance of hotel, Basic function- The primary function of the housekeeping
ensuring a comfortable and safe environment for guests. department is keeping the venue clean and sanitary as part of customer
Dress Code for Housekeeping Staff service.
Ladies Supervisory Functions - The work of organizing and coordinating the
• Hair should be neatly combed and worn un a bun, or neatly tied back cleaning falls to the first-line supervisors and housekeeping managers in a
or cut short. hospitality business.
• No makeup Supervisory Functions - The work of organizing and coordinating the
• Uniform should be neat and clean. cleaning falls to the first-line supervisors and housekeeping managers in a
• No jewelry except watch and wedding ring/thali. hospitality business.
• Clean footwear. Housekeeping Department Organizational Chart
Gents A housekeeping department organizational chart is a diagram that
• The hair should be worn short and neatly combed. illustrates the structure and hierarchy of positions within a housekeeping
• Should be clean shaven. department.
• Uniform should be neat and clean.
SCOPE OF THE HOUSEKEEPING MAINTENANCE
• Clean footwear.
• Guestroom maintenance
Skills Required for Effective Housekeeping
Time management skills- Housekeepers often work on their own or • Maintenance of Public area
they may work with a small group of other housekeepers and must complete • Maintenance of linen and laundry services
a set number of cleanings each day. • Washing, issuance, repair and inventory of employee's uniform.
Attention to detail- A housekeeper must be extremely detail- • Installation, cleaning and maintenance of fixtures and facilities.
oriented to be effective at their housekeeping job. • Provision of special services like baby-sitting, polishing shoes, etc.
Communication skills- Housekeepers must regularly communicate DUTIES OF THE HOUSEKEEPING DEPARTMENT STAFF
with clients, coworkers and supervisors to ensure the expectations for each 1. Executive Housekeeper
cleaning are thoroughly understood.
- The executive housekeeper supervises and coordinates cleaning
Interpersonal skills- Housekeepers often work directly with clients
and maintenance tasks within the hotel building. He manages the
and also must be able to work well with others to be successful at their job.
building’s housekeeping staff and ensures cleaning tasks are
Customer service- Housekeepers must have strong customer service
skills to be successful at what they do. performed in accordance with hotel management standards.
Housekeeping hard skills- Housekeepers need to develop several hard 2. Assistant Executive Housekeeper
skills to be successful in performing their jobs. Hard skills are specific skills - The assistance executive housekeeper assists and support with
required to perform a certain task. Common hard skills needed to be a good the management and coordinated with the executive
housekeeper include: housekeeper and other cleaning supervisors in all duties of
• Carpet cleaning • Dusting housekeeping operations.
• Sweeping • Bathroom and bedroom cleaning 3. Room Attendant
• Deep cleaning • Infection control - Room attendant is responsible for the maintenance and cleanliness of
• Mopping • Polishing guest rooms in hotels, inns and other forms of guest accommodations.
• Window treatment cleaning Each attendant must perform specific duties to ensure hotel rooms are
• Vacuuming well-appointed and flawless for each incoming guest.
4. Lobby Porter 12. Upholsterer
- In smaller hotels, porters may also work as bellman, in which case - The upholsterer is responsible for the repairs and maintains the
in addition to handling luggage outside, they also show guests to furniture and be cushions in good condition.
their rooms, demonstrate the features of the room to guests, and 13. Locksmith
act as a point of contract for guests who need assistance. - This person is responsible for preparing and assigning locks of every
- In an emergency, a hotel porter helps guests evacuate safety, and room.
assists with the implementation of safety plans. Porters can also 14. Painter/Carpenter/Refinisher
assist staff members of the hotel with tasks such as moving - This person is responsible for assigning to odd jobs for the upkeep
furniture, organizing rooms, and managing guest needs. and maintenance of the building premises.
5. Houseman 5’S OF GOOD HOUSEKEEPING
- A houseman carries out general duties in the hotel. His duties can be The 5’s is the name of a workplace organization method that uses a
broad and general like handling minor maintenance issues to cleaning list of five Japanese words: seiri, seiton, seiso, seiketsu, and shitsuke.
up after banquets and other large gatherings. Transliterated or translated into English, they all start with the letter “S”. the
6. Powder list is described how to organize a workspace for efficiency and effectiveness
- The powder room attendant is responsible for cleaning the hotel’s by identifying and storing the items used, maintaining the area and items, and
public ladies room. sustaining the new order.
7. Gardener SEIRE (Sort): This involves identifying and separating essential items
- A gardener is a person involved in any form of gardening, such as from non-essential items and removing any unnecessary clutter or items from
hotel landscaping or ground maintenance. the workplace.
8. Linen Attendant SEITON (Set in Order): This involves arranging and organizing
- The linen attendant performs all activities associated with the essential items in a logical and accessible manner, with the aim of minimizing
retrieval of soiled linen, processing of linen and distribution of clean time wasted searching for things.
linen. SEISO (Shine): This involves regularly cleaning and maintaining the
9. Seamstress/Tailor workplace to ensure that it is kept in good condition, free from dirt, dust, and
- A seamstress or tailor is responsible for sewing and repair or make debris.
and alteration of the hotel linens and staff uniform, occasionally SEIKETSU (Standardize): This involves establishing standardized
mends and sews guests clothes upon request. procedures and routines for maintaining the workplace, with the aim of
10. Valet Runner ensuring consistency and efficiency.
- A valet runner is responsible for delivering guest needs or request to SHITSUKE (Sustain): This involves ensuring that the principles of good
their rooms and at the same time run errands of the hotel. housekeeping are maintained over the long term, with regular audits and
11. Laundry Attendant reviews to identify and address any issues that arise.
- The laundry attendant is responsible for receiving items to be cleaned TYPES OF HOUSEKEEPING
as well as organizing those items according to different ways they 1. Domestic Housekeeping
have to be washed in a hotel, housekeepers generally deliver items Refers to housekeeping maintenance in a house. This may include
to the laundry attendant. cleaning of bedroom, toilet, kitchen, living room and other areas of your
house.
2. Institutional Housekeeping TYPES OF SUITES
This applies to housekeeping maintenance in commercial lodging • Junior suite- a room with a bed and a sitting area (usually a small
establishment such as hotels, resorts, inns, condominiums, etc. lounge). There maybe a small, separate bed connected to the living
CLASSIFICATIONS OF GUESTROOMS room or parlor. It is also called a mini suite.
A. According to the number of beds • Penthouse suite- a suite usually located on top floor of the property.
• Single room- a room with a single bed, and is sold to only one person • Executive suite- a suite designed for a top executive, with a facilities
• Twin room- a room with two single beds, goods for two persons. and amenities of superior quality.
• Double room- a room occupied by two persons with one double bed. • Hospitality suite- a suite used for entertaining visitors, serving as
• Double-double (also twin double)- a room with two double beds or function room or a parlor.
two queen beds, occupies by two or more persons. TYPES OF BEDS
• Triple room- a room that can accommodate three people either on • Single bed- a bed approximately 36 inches by 75 inches.
one doubled bed and on roll away bed or two single beds and one roll • Double bed- a bed that can accommodate a couple or two individuals.
away bed. It is approximately 54 inches by 75 inches in size.
• Quadruple room- a room that can be occupied by four people. It may • Queen bed- an extra-long, extra wide bed, about 78 inches by 80
have two twin beds or two double beds. inches in size.
• Family room- a room with at least one double bed and one or more • King bed- an extra-long, extra wide bed, about 78 inches by 80 inches
single beds designed to accommodate one small family. in size.
• King room- a room with a king sized bed, maybe occupied by one or • Roll away bed- a portable bed with or without wheels also called
two people or one small family. extra bed.
B. According to Price, Layout and Facilities VARIOUS TYPES OF GUESTS
• Economy- a room for economical rate, usually of short standard • Very Important Person (VIP) - a well renowned gust like high-ranking
facilities like aircon, television, and other amenities. officials, executives, etc., who warrants a special treatment.
• Standard- a room sold at moderate rate, equipped with standard • Very, Very Important Person (VVIP) - a highly renowned person, who
facilities and amenities like aircon, toiletries, TV, bed night table, etc. deserves special treatment like dignitaries, ambassadors, etc.
• Deluxe- a more luxurious and spacious with amenities of superior • Free Independent Travelers or Foreign Individual Tourist (FIT)) -
quality, sold a much higher price than standard rooms. tourists or travelers traveling alone not joining any tour group.
• Studio- a room with studio bed, which can be converted into bed. It • Joiner - person joining another guest in the same room.
may also be called executive room. BATHROOM AMENITIES
• Connecting room- two or more rooms with entrance doors from the • Bathroom Linen
outside door between them through which guests can get through Bath towel 25”x54” 500 gm Face towel 13”x13” 60 gm
each bedroom without going out their rooms. Hand towel 18”x33” 150 gm Two towels per room for
• Adjacent or adjoining rooms- rooms located side by side that do not one set, one towel per occupant
necessarily have a connecting door. • Bath mat 20”x30” 450 gm
• Suite- a room with parlor or living room connected to one or more • Hair shampoo and conditioner
full sized bedrooms, equipped with luxury amenities. • Shower cap
• Soap (must be sealed) one soap per occupant.