Front Office- called as “nerve center of the hotel”, it is also the most visible department of the hotel.
Foyer- reception area
Lesson 3 The Bare Essentials In Hospitality Industry
Prepared for you by:
Mrs. Maria Victoria C. Macale, MBA
In this chapter, future hoteliers will learn the needed bare
essentials of a hotel before they can start studying the
various departments in it. They will be able to:
1. Discuss the two major players in the industry. These are
the global hotelier & the hotel guest;
2. Identify and explain the interrelationship of various
departments in the hotel;
3. Discuss the hotel operating cycle essential in prioritizing
4. Enumerate various rooms in the hotels essential in
performing reservations for the hotel; and
5. Present an overview of the job positions in a hotel
through an organizational chart.
THE GLOBAL HOTELIER:
A global hotelier knows how to meet
the growing demands of tourists and
are increasingly aware of the skills
and attitudes they need to develop to
be abreast with the market trends.
A MUST TO KNOW THAT:
With the world market leaning towards
competency- based management,
future hoteliers can only go up the
corporate ladder if they constantly
improve on the skills needed in their
BASIC COMPETENCIES OF GLOBAL HOTELIERS:
The global hotelier is perceived as a person
who has the following basic competencies:
1. Self-management Competency
2. Communication Competency
3. Multicultural Competency
4. Teamwork Competency
COMPETENCIES OF MANAGERS
Managers need to have more than basic
competencies for them to be successful in
their daily tasks. They shld. posses the
1. Human Relations Competency- coach, counsel,
and facilitate the learning of their staff.
2. Strategic Competency- having underlying
knowledge and understanding of the organization
and the industry and providing strategic action.
THE GLOBAL TRAVELER (TOURIST)
The global traveler in the 21st century is
changing. Competition in hotel and resort
industry is fierce and hotels are now
proactive in knowing what their guest want.
The population of global travelers grows
yearly due to the increasing global relations
CHARACTERISTICS OF A GLOBAL TRAVELER:
1) Technology Driven- can use gadgets and
equipment that can efficiently fast track daily
2) Budget Conscious-they now understand what they
want. They choose hotels through internet reviews
3) Detail Oriented- Guest know what they want –
pampering and a smooth check in and check out.
4) Youthful Travelers- the power of the youth cannot
be undermined as this demographic will continue to
grow. As the era of baby boomers is at its decline,
more generations Y and X can be seen traveling.
It refers to the basic product and services
offered by the hotel. This may include the
total number of rooms, inside and outside
facilities and services, amenities provided,
rates, vision, mission, and sister properties
of the hotel.
Basic product knowledge includes revenue
and cost centers, the hotel operating cycle
and guest room types.
HOTEL DEPARTMENT: REVENUE AND COST
These are the income-generating
departments of the hotel.
They usually have direct hotel guest contact
and are called
“ Front of the House” and also called “the
nerve of the hotel”.
REVENUE CENTERS/ FRONT OF THE
1. Rooms Department/ Division- comprises the
Front Office, Concierge, Porter and
1. Food and Beverage Department- comprises
the outlets, room service, and banquet teams.
2. Other Departments- includes fitness and
recreation facilities and other income-generating
units not associated with rooms, sales and food
Cost centers provide technical support to
the income-generating departments.
Most of these departments have little
exposure in terms of guest contacts and
are usually located at the “Back of the
House” or “Heart of the House”
COST CENTERS/ “BACK OF THE HOUSE”
1. Marketing Dept.- in charge of creating promotional activities
for the hotel
2. Engineering Dept.- in charge of preventive maintenance
management of the rooms and facilities of the hotel.
3. Accounting Dept.- in charge of the billings of the guests and
revenue and cost monitoring.
4. Human Resources- recruits, selects, orients, trains, and
discipline all hotel employees.
5. Security- takes care of the safety of all the people in the hotel
and responds to all cases of threats and emergencies.
6. Sales Department- room and F&B sales teams, responsible
for saturating markets for clients for room occupancy, and for
functions and events to be held in the hotel.
7. Administration or Executive Office- the office of the hotel’s
THE HOTEL OPERATIONAL CYCLE:
Hotel operations can be divided into five (5) phases as
1. PRE-ARRIVAL PHASE:
Guest contact occurs prior to the guest’s arrival
in the hotel.
Under this phase, the guest inquires and books
a room or a banquet hall in the hotel.
The hotel personnel tries to impress the
potential guest’s through product knowledge of
the facilities and services of the hotel, and
outstanding human relation and
SAMPLE TASKS IN THE PRE-ARRIVAL
Answering the telephone
Answering potential guest inquiries.
2. ARRIVAL PHASE
The first guest contacts occurs in this phase.
Here, guests are welcomed to the hotel.
Most of the tasks in this phase are performed by the
front office team.
This phase is crucial as the hotel’s first impression is
imprinted on the mind of the hotel guest.
A disastrous first impression is hard to recover as
guest will have a notion that all services will be bad
from the start
SAMPLE TASK IN THE ARRIVAL PHASE
Guest pick-up at the airport
Welcoming the guest
Carrying the guest’s luggage
Escorting the guest in the room
3. IN-STAY (DURATION)
This phase focuses on tasks performed in the
entire duration of the guest’s stay.
All services are performed to make the guest’s
stay in the hotel highly satisfying.
The hotel’s facilities are maintained and the
guest’s room is well kept to ensure guest
comfort and satisfaction during their stay in the
Majority of the work are done by the
SAMPLE TASKS IN IN-STAY(DURATION)
Accepting guest inquiries and request
4. DEPARTURE PHASE:
The hotels prepares all necessary
requirements to a guest’s check-out from the
In this phase, all the guest’s requirements are
settled prior to his/her departure.
The billing is double-checked for accuracy to
avoid any guest complaints.
Future bookings are also asked.
5. POST DEPARTURE PHASE:
Upon guest departure, the hotel’s check any
lost items by the guest.
Then all the necessary guest preference
during his/her stay is inputted in the
Property Management System
This is also the phase where administrative
work is done.
GUEST ROOM TYPES:
1. Single Room – a room designed for a single traveler.
2. Double Room- a room with two double beds with each
bed usually measuring 54x75inches or 137x191cm
3. Twin Room- a room with 2 single beds with each bed
usually measuring 39x75in or 97x191cm
4. Suite Room – a complete room, usually with a foyer that
connects to one or more bedrooms. Usually, these are
the most expensive rooms in a hotel.
Some hotels have developed business-class rooms,
which are usually described as “Deluxe” (French word
for “luxury”) and executive rooms.
Most guest rooms today are well-equipped in terms
of business amenities that cater to business travelers.
In addition, they are highly flexible in terms of guest
needs by providing them with their reasonable
SAMPLE HOTEL ORGANIZATIONAL CHART
Director Sales &
HR Director Director Engineering
1. What are the basic competencies of a global
hotelier? 5 pts. 1-5
2. What is the “Front of the House?” 5 pts. 6-10
3. What is the “Back of the House”? 5 pts. 11-15
4. Identify what are the “revenue centers”? 16-18
5. Identify what are the “cost centers”? 19-25
6. Explain your own understanding on the hotel
operational cycle. 10 pts.
Visit nearest hotel in Calamba City and conduct a survey.
Choose a hotel department and interview the hotel staff
on the challenges and benefits in their respective jobs.
Interview hoteliers and ask them about basic knowledge,
skills, and attitudes needed to succeed in the hotel and
Interview hoteliers and ask them about their opinions
about the global traveler in the 21st Century.
Write it on a white paper then submit next meeting.
Include some pictures for documentation…
Choose a partner to work on this assignment.
You will be rated based on your teamwork and output