This document discusses the rooms department in hotels. It covers the front office and housekeeping sections. The front office is responsible for guest services like check-ins and reservations. Housekeeping keeps the rooms and common areas clean. Together they coordinate tasks like room status updates and inspection reports. The document outlines the roles of positions in each section like the front office manager and executive housekeeper.
3. 3
Learning Objectives
• To identify different job identity
and job task in Rooms
Departments
• To relate sections in Rooms
Department with other
departments.
4. 4
Rooms department
• Rooms dept. incharge of every single
room in a hotel.
• Head of the department is a Room
Division Director or Resident Manager.
• He/she supervise two sections:
– Front Office headed by Front Office
Manager (FOM)
– Housekeeping headed by Executive
Housekeeper.
5. 5
Division in Room Department
• Front Office
– ‘Shop window or etalase’ : a whole impression of the services and facilities
– First and last connection area
– Make a direct and indirect contact with guest’s departure and arrivals
– Create a reputation and image of hotel
• House Keeping
– Provide a comfortable hotel environment
– Incharge of the cleanliness and purity of rooms, common area, lobby,
corridors and hotel facilities ie.garden, swimming pool, restroom, etc.
6. 6
Organisation Chart
Director of Rooms
Front Office
Manager
Executive
Housekeeper
7. Struktur Departemen Kamar
Guest Relation
Reservation
Front Desk
Receptionist
Registrationist
Front Desk Agent
FO Cashier
Night Auditor
Mail & Information
Telephone Operator
DIrector of Rooms
Chief Concierge/Bell Captain
Vallet Service
Concierge/Doorkeeper
Bellboy/Bellmen/Porter
Page girl
Doormen
Front Office Mgr
Floor Captain
Housekeeping Attendant
Roomboy/Roommaid
Head Houseman/Public Area
House Attendant
Public Area Attendant
Chief Linen & Uniform
Linen Attendant
Storeroom Clerk
Seamstress
Chief Laundry
Sorter/Marker
Checker
Washer
Dry Cleaner
Ironer/Presser
Ordertaker
Chief Gardener
Gardener
Florist
Chief Swimming Pool
Pool Attendant
Rescuer
Executive Housekeeping
8. FO Division
FO Manager
Guest Relation Officer* Reservation Officer
Operator Mail & Information Officer
Front Desk Clerk Bell Captain
Receptionist
Registrationist
FO Cashier*
Night Auditor*
Front Desk Agent*
Vallet service
Doorkeeper – Doorman
Bellboy – Bellmen – Porter – Bellhop
Page girl
Concierge*
* Work in & report to different
section
Bina Nusantara University 8
9. Istilah-Istilah Status Kamar
• Occupied
• Complimentary (kamar sudah ditempati tapi tidak ada tagihan kamar)
• Stay Over (tamu belum meninggalkan hotel dan akan extend)
• On-charge (tamu check-in tapi belum dibersihkan)
• Do not Disturb
• Sleep Out
• Skipper
• Vacant Ready/Vacant Clean
• Out of Order
• House Use
• Lock Out
• Day Use : penggunaan kamar < 24 jam
• Late Check Out
39. Inter-departemental of Front Office
39
FRONT
OFFICE
Kitchen
Security
Laundry
Personne
l
Banquet
Sales and
Marketing
Finance &
Purchasing
Engineerin
g
Food and
Beverage
Housekeeping
40. Inter-departemental Housekeeping
40
HOUSE
KEEPING
Kitchen
Security
Laundry
Personnel
Sales and
Marketing
Finance &
Purchasing
Engineering
Food and
Beverage
Front Office Room Service
41. 41
Coordination between Front Office
and Housekeeping
Room
rack
Front
Office
House
keeping
Workplan
Room Status
Floor Report
Room
report
Housekeeping
report
Discrepancy
report
Discrepancy after room check
Housekeeping
report
42. 42
Conclusion
• Responsibilities of the rooms department
include reservations, guest reception, room
assignment, tracking the status of rooms
(available or occupied), prompt forwarding of
mail and phone messages, security,
housekeeping of guest rooms and public
spaces such as lobbies, and answering guests’
questions.