Simple yet informative

1. CHAPTER 12
Hotel OrganisationHotel Organisation
Jelly Calimag
HRM 3-1
Tarlac State University
Jelly Calimag
HRM 3-1
Tarlac State University

2. OBJECTIVES
To maximize revenue through efficient room
occupancy
To maximize food and beverage revenue with
excellent meals
To earn from other minor departments using the
synergy of activities; and
To give safe quality services

3. What is
organisation
structure?

4. • A framework which assigns responsibilities
and establishes channels of communication
to make decisions and set operational
accountabilities
• A framework which assigns responsibilities
and establishes channels of communication
to make decisions and set operational
accountabilities
• It is used to help divide tasks, specify the
job for each department, and delegate
authority within and among departments.
• It is used to help divide tasks, specify the
job for each department, and delegate
authority within and among departments.

5. Sample Hotel Organization Chart

6. Sample Hotel Organization Chart

7. •To establish the relationship of the
people from various departments with
each other
•To establish effective communication
•To reflect the levels of authority
hierarchy organisation
•To establish the relationship of the
people from various departments with
each other
•To establish effective communication
•To reflect the levels of authority
hierarchy organisation
PURPOSESPURPOSES

8. HOTEL
DEPARTMENTS
HOTEL
DEPARTMENTS

9. Classification of Hotel Department
1.Revenue center
2.Cost center department
3. Front of the House and
Back of the House

10. Hotel Departments

11. Revenue Center Dept
1. Sales and Marketing
2. Front Office
3. Food & Beverage
4. Gift shop
5. Business Center

12. Cost Centers / Support Centers
- Assist function of the revenue centers with
no direct income generation.
HRD
Purchasing
Accounting
Engineering

13. FRONT OF THE HOUSE
• refers to those departments or areas which are
accessible
and visible by guests.
- Front Office Cashier
- Reception
- Concierge
- Bell services
Direct contact & interaction with guest

14. Back of the House
• refers to those departments or areas
which rarely have staff-to-guest
interactions.
• Kitchen
• House keeping
• Human Resource

15. Department Heads
1. Rooms Division – Resident Manager
2. Food & Bev – F & B Manager
3. Engineering – Chief Engineer
4. Accounting – Chief Accountant &
Controller
5. Sale – Sales Director
6. HRD – Personnel Director

16. Organization Chart

17. ROOMS DIVISION

18. Rooms Division
 Front Office
 Housekeeping
 Reservations
 Telephone
 Uniformed services/concierge

19. Front Office

20. Considered the nerve center of the
hotel.
It is a department that makes the first

21. • To sell rooms
• To reserve rooms for guests before their arrival
• To register guests into the hotel
• To assign rooms
• To coordinate with other services
• To control guest room keys
• To provide in-house and external information to
guests
• To maintain accurate room status information
• To maintain guests accounts and settles their
bills
Basic Functions of the Front Office

22. The reservation arrange accommodation to incoming
guests.
Reservation officer should give an exceptional telephone
manners and telemarketing skills
Reservation

23. Roles
• Assures guest on the room
availability according to their
preferred dates and prices.
• Makes sure to sell all the rooms
each day.

24. Sources of Reservations
Travel Agents
Meeting
planners
Tour operators
Airport representatives

25. Types of Reservation
•Confirmed reservation
•Guaranteed reservation
•Regular Reservation

27. RECEPTIONIST
• Greets the guests on arrival
• Confirms the identity of guests
• Fills the registration card and details
• Assigns room and call bellboy to escort guest to room
• Prepares room status report and check discrepancy
with housekeeping
• Processes request for check out
• Informs late checkout, early check out to HK
department
• Gives information about hotel , facilities and the city
to the guest

28. • Is a vital part of the smooth running of the hotel.
• Responsible for all communications within and
external to the hotel
• It includes:
- In house communication
- Pager and radios
- Voice mail
- Messages
- Emergency center
Telecommunications

29. TELEPHONE
OPERATOR
• Answers the calls directly
• Directs incoming calls to the extension number,
department etc
• Answers the queries about the hotel and its
services
• Logs all wake up calls,
• Handles guest messages
• Handles outgoing calls
• Handles calls from the rooms / guests

30. • Ensures that all the guests, especially the VIPs
are kept comfortable during their stay
• Solves the guests’ stay problems
and coordinates with different
departments to give prompt
and immediate services
• Maintains guest history cards.
Guest Relations Desk

31. •Maintains the guest’s
accounts during his or her
stay, monitors credit limits and
settles bills as per instructions
•Keeps a cash bank for hotel
expenses and is licensed to
receive and exchange foreign
currency
Front Office Cashier

32. • Door attendants
• Bell person
• Concierge
Uniformed Services

33. • Handle and escort guest
• Place luggage in the guest room
• Explain hotel services
• Deliver guest messages
• Delivery packages,
mail and flowers
• Perform other duties
Responsibilities

34. •coordinates all guest from a central point
•representative of the General Manager at all
times during the day and night
•interprets and safeguards house policies
with guest and can evict undesirable
guests from the premises
•Oversees the bell desk,
concierge, transportation
and valet services
Lobby Manager

35. Is a uniformed
employee who has
his/her own desk in the
lobby. The main
function is to ensure
high degree of guest
satisfaction
Concierge

36. Duties and Responsibilities
• provides brochures and information about city, sightseeing
places, shopping, cultural activities etc to the guests
• plans city tour itinerary for the guest
• makes taxi , airline, railway bookings for the guests
• tells guests about hotel services and facilities and make bookings
for restaurant table, spa, etc
• knows emergency procedures of fire, health and safety, know
first aid procedures
• calls doctor for guest