DIFFERENT DEPARTMENT

OF HOTELS
 Classification of Hotel Department

• 1. Revenue Center
• 2. Cost Center Department
 REVENUE CENTER
• 1.Sales and Marketing
• 2. Front Office
• 3. Housekeeping
• 4. Food & Beverage
• 5. Gift shop
• 6. Business Center
 GENERAL MANAGER
• Main job is to create and sustain a guest-driven hotel
which goes beyond guest expectations for the criteria
important to your guests.
• His/her job is to watch over the quality process in order
to ensure your guest’s satisfaction through consistent
delivery of service and quality product in conformance
with your hotel's profitability goals whilst fulfilling the
important requirements of your guest.
 SALES AND MARKETING
• Manages the marketing strategy, advertising,
promoting and sales of a hospitality property's
products (eg. rooms).
• He/she also manages the hotel as a brand, or
makes sure thehotel is a true representative of a
brand.
 MARKETING MANAGER
• Responsible for maximizing a hotel's revenues.
• The manager accomplishes this by developing programs to
increase occupancy and make profitable use of its
accommodation, meeting and leisure facilities.
• A hotel marketing manager must maintain awareness of the
factors that influence the hotel industry and gain a deep
understanding of the needs and attitudes of a hotel’s customers.
DIRECTOR OF SALES AND MARKETING
• Responsible for the daily sales efforts and is responsible for the
overall positioning of the hotel, brand communication and the
development of customers for the property.
• In addition, they are responsible for rental revenue, yield
strategies, implementation, market performance and meeting
budget, forecast, and optimal business mix targets. Strategies will
include pricing, status, direct sales, market mix, marketing, and
public relations.
 FRONT OFFICE
• Considered the nerve center of the hotel and a
department that makes the first impression.
• Responsible for creating first hand impressions regarding
the level of services and facilities provided.
• The Front desk is responsible for answering enquiries,
directing queries to correct personnel/department.
 4 PRIMARY ACTIVITIES OF FRONT
OFFICE
• 1. Check in- Guest are welcomed, registered, assigned
accommodation, pick up keys for accommodation.
• 2. Information- serve the special needs of guest and
employees.
• 3. Check out – guests terminate their status as guest.
• 4. During check-out, guests surrender keys, verify accuracy of
the bills, settle their accounts(cash or credit card)
 FRONT OFFICE MANAGER
• Generally in charge of everything that goes on in the front desk.
• He is responsible for all duties of the front desk operation which
includes: staff training, inter-department communications, and
staff scheduling. He usually works a regularly scheduled front
desk shift and must be available to work any shift as needed.
• He holds department meetings regularly, cover all shifts that are
open and tries to understand any problems which desk clerks may
have.
 HOUSEKEEPING

• This department is in charge of the general cleanliness of

the hotel. It provides cleaning materials, bed linens, paper
products, stationary, etc.
• It is also responsible for laundry, dry cleaning and
ironing services and handles storage supplies.
 EXECUTIVE HOUSEKEEPER
• Manages many priorities and demands and is able to solve problems, support
staff, as well as perform the duties of a housekeeper when required.
• Executive housekeepers direct and control housekeeping operations and
staff of the housekeeping department. An executive housekeeper, co-
ordinates between housekeeping crews to inspect assigned areas to ensure
standards are met.
 RESERVATIONS
• The reservation arrange accommodation to incoming guests.
Reservation officer should give an exceptional telephone manners
and telemarketing skills.
• Different Roles under Reservations:
• Assures guest on the room availability according to their preferred
dates and prices.
• Make sure to sell all the rooms each day.
 SOURCES OF RESERVATIONS

• Travel Agents
• Meeting Planners
• Tour Operators
• Airport Representatives
 FOOD AND BEVERAGE
• The hotel and catering industry is characterized with both
diversity and the size of the operations which have a
direct impact on the food and beverages department of
that hotel or catering service provider.
• These outlets can be private or public organizations,
which could be small concern, large international or
multi-chain organizations catering to needs of a diverse
variety of customers.
 FOOD AND BEVERAGE MANAGER
• The general job description would be having the
responsibility to oversee the lounge/restaurant operations.
• Getting to recruit and train employees.
• Managing budgets and achieving sales targets are also part of
your job, along with maintaining close control of product
orders and stock. You should also be able to control and
analyze food costs.
 EXECUTIVE CHEF
• This career would generally involve managing the flow and
direction of a kitchen and responsible for arranging menus and
tables on hotels.
• You also keep track of inventory and try to keep costs down. You
decide which supplies and food items are necessary to purchase.
• As time passes by, you will establish and modify the menus so that
there is an increase in profits and decrease in monetary loss.
 GIFT SHOP
• Onboard gift shops are hot favorite with those
passengers who love to buy unique
gifts, souvenirs and perfumes for their family and friends.
• The gift shop department on cruises needs experienced
professionals with experience in retail and customer
service to run their daily operations.
 GIFT SHOP MANAGER
• He/she oversees entire operations of the Gift
Shop department.
• Responsibilities include accounting and managing
retail staff within the Gift Shop department.
 BUSINESS CENTER
• Business center comes under the front office. As the name
suggest business center , guest can explore or connect all over the
globe via internet or printed resources like (magazines, novels
news papers, story book etc).
• At some places business center has small meeting rooms to
organize meeting for four or five persons. Most of the hotel's
business center has one executive to assist the guest for each shift
,that depends on the particular hotel policy .
 COST CENTER DEPARTMENT
• Assist function of the revenue centers with no direct income
generation.
• It includes the following departments:
• Human Resources Department
• Purchasing
• Accounting
• Engineering
HUMAN RESOURCES DEPARTMENT
• The human resources department serves no customers, books no
business, yet it plays a very important role in the hotel’s efficient
operation.
• The three major functions of the human resources department
are employee recruitment, benefits administration and training.
• Although the human resources department recruits, interviews
and screens prospective employees, the final hiring decision rests
within the department in which the employee will be working.
HUMAN RESOURCES DEPARTMENT
PRACTICES IN HOSPITALITY
INDUSTRY
• Recruitment and Selection
• Retention
• Teamwork
• Training and Development
• Appraisal
• Rewarding Quality
• Job Security
 PERSONNEL AND TRAINING
MANAGER
• He/she is responsible for defining the structure and scope of the
personnel function. As a pragmatic, articulate and influential
person, he shows a committed and commercially relevant
approach to Human Resources. His duties include:
• recruitment of staff members
• planning educational courses for hotel employees
• finding out HR policies to support hotel services efficiency
 PURCHASING
• Duties of the purchasing department include interviewing sales
people, placing orders for goods needed by all hotel departments,
keeping records of all purchases and payments, drawing up and
signing contracts and agreements for the purchase of all goods,
comparing price and quality on all bids received.
• Receiving and checking the quality and quantity of merchandise
received on order, checking receipts and shipping invoices against
accounts payable and forwarding such information to the
accounting department.
 PURCHASING MANAGER
• He is responsible for the search, selection, purchase, receipt, storage of
commodities in accordance with the catering policy of the hotel.
• His duties include:
• Providing all items to user departments
• Evaluating new products
• Researching into new markets and price trends
• Reporting to the hotel management
 ACCOUNTING
• The essential roles and duties of virtually any accounting department
should include the following:
• Money out – making payments and keeping the bills paid
• Money in – processing incoming payments
• Payroll – make sure everyone gets paid (including the government)
• Reporting – preparing financial reports, e.g. P&L, Balance sheets and
budgets
• Financial Controls – to avoid errors, fraud and theft
 ACCOUNTING MANAGER
• An accounting manager is responsible for a company’s
accounting activities that include maintaining and reporting
on both the cost and financial sets of accounts but does not
handle or negotiate.
• The accounting manager establishes and enforces the
accounting principles based on statutory requirements and
auditing policy.
 ENGINEERING
• Hotels constitute major Part of the hospitality industry. For
proper management of hotels the Hotel Engineering Department
plays very important role along with other constituent
departments.
• Such scope is very comprehensive and includes several activities
like inspections adjustments, replacements, repairs, keeping
records etc., the broad areas of hotel engineering maintenance
work include civil, mechanical, electrical, safety & security, energy
and waste management, fire protection etc.
 CHIEF ENGINEER
• Chief engineer is responsible for all the mechanical and electronic
equipment conditioning systems, escalators, lifts, electrical
implements, television sets, computers, audio visual aids,
lightening, etc.
• He supervises a team of technicians assigned to the control and
maintenance.