HOTEL MANAGEMENT

1. Hospitality Operational
Management
Presented by: M A R I A N N E T. E V A N G E L I S T A , M S H R M

2. H O S P I T A L I T Y
I N D U S T R Y
• Hotel Management Operation
• Restaurant Operation
• Motel Operation
• Resort Operation
• Cruise Operation
• Meetings, Conventions and Special
Events Operation
• Global Gaming and Casino Operation

3. I N T R O TO
H O S P I T A L I T Y
I N D U S T R Y
• Industry that caters
the need of the
people such as: Hotel,
motels, inns, or such
businesses that
provides transitional
or short-term lodging,
comfort and leisure
for travelers, with or
without food.

4. of the
management and operation of a
hotel.
Human
M anagement structure,
resources, and the
function of each department are
discussed.
H O T E L
M A N A G E M E N T
O P E R A T I O N
•Provides an overview

5. Major Functional Department
• Front Office
• Reservations
• Housekeeping
• Human Resource
• Engineering
• Sales Marketing and Catering
• L oss and Prevention /Security
• Night Audit
H O T E L
M A N A G E M E N T
O P E R A T I O N

6. • People in this department
are the one who gets up
close and personal with
the clients
• The person who provides
services such as: assisting
and accommodating the
guests and anticipate
their needs without being
told.
F R O N T O F F I C E

7. • The front office is comprised of 2 main
areas:
1.) FRONT DESK
2.) UNIFORM SERVICES.
• Each of these areas performs unique roles.
They report directly to the front office
manager
F R O N T O F F I C E
O P E R A T I O N

8. F R O N T D E S K
• Being one of the first (and often last)
points of contact with a hotel guest,
the front desk plays a big role in the
hotel.
• The front desk manages the in / out
flow of guests on daily basis. The
front desk is often called the “Hub”
or the “Command Center” of the
rooms division because so much
information is funneled through it.

9. • Uniform Services encompass the areas
within the front office other than the
front desk.
• Sometimes referred to as guests’
services, the areas within uniform
service include:
U N I F O R M S E R V I C E S

10. • Reservation process
is very important
since the room space
is the main product
that a hotel has to
sell.
• The act of taking
reservation is called
“SELLING ROOMS”
R E S E R V A T I O N S

11. of Guest
R eservat ions D at a – Includes all
the important details about the
guest’s stay I f the reservation is to be
guaranteed.
• Room Status Availability Reports
– Are forecasts of the number of
rooms of each type and in each rate
category that will be available on a
specified future date
E S S E N T I A L
F U N C T I O N OF
R E S E R V A T I O N S
• Maintenance

12. • Housekeeping Department are responsible for
the immaculate perfection of appearance of
the entire hotel.
• They are also responsible for the report on
the availability of the rooms for immediate
guest occupancy. As well as, the details of
potential house count (a report of the number
of guests registered in the hotel), security
concerns, and request for amenities (personal
toiletry items such as: shampoo, toothpaste,
mouthwash and etc.)
H O U S E K E E P I N G

13. • The food and beverage division is responsible
for all of the dining rooms, restaurant - bars,
bars, the galleys (kitchens), clean up and
provisions.
• The Food and Beverage Director runs this
department. The dining room manager, or
maitre d', takes care of seating
arrangements, service, and oversees the wait
staff for the main restaurant (dining room).
F & B D E P A R T M E N T

14. • The marketing and Sales Department relies
on the front office to provide data on
guest histories, details concerning each
guest’s visit.
• The guest history is a valuable resource for
marketing and a sale, which uses the guest
registration information to target marketing
campaigns, develop promotions, prepare
mailing labels, and select appropriate
advertising media.
S A L E S A N D
M A R K E T I N G

15. • The engineering department is responsible for
maintenance service. Maintenance employees
must know the occupancy room status of a room
before attending to plumbing, heating, or air-
conditioning problems.
• The request from guests for the repair of
heating, ventilating, and air-conditioning units;
plumbing; televisions; and other room furnishings
are directed to the front desk. These requests
are then communicated to the maintenance
department.
E N G I N E E R I N G

16. • This department is responsible f or
maintaining the guest safety and security.
• Fire safety measures and emergency
communication systems as well as
procedures f or routine investigation of
the
guest security concerns require
cooperation of these departments.
L O S T A N D
P R E V E N T I O N /
S E C U R I T Y

17. • The Night Audit Department of the front office,
as defined earlier, is the team that assumes the
role of reconciling a hotel’s daily activities and
transactions.
• This department compiles a series of reports and
data into a report called Night Audit Report
for management review.
• Because the hotel never stops operating, there
exists the need to determine at what point the
current day ends and the next day begins.
• Organizations that close at some point in the day
are able to easily establish a change in date.
N I G H T A U D I T

18. • The Nigh t Audit per forms many f unct ions.
Depending on the hotel, the night team will:
– Verify daily hotel transactions
– Generate summary and statistical data for compiling into
the night audit report.
– Assume responsibility for certain front office functions,
such as front desk and PBX.
• In many cases, have its leader serve as the manager
on duty (MOD) in the absence of senior
management.
N I G H T A U D I T

19. • Human Resource Management (HRM) is the
function within an organization that focuses on
recruitment of, management of, and providing
direction for the people who work in the
organization. Human Resource Management can
also be performed by line managers.
• Human Resource Management is the organizational
function that deals with issues related to people
such as compensation,
management, organization
hiring, performance
development, safety,
wellness, benefits, employee motivation,
communication, administration, and training.
H U M A N RESOURCE

20. R E C R U I T M E N T
• A process that aims to attract appropriately
qualified candidates for a particular
position from which it is possible and
practical to select and appoint a competent
person.
can be done through
• This process
advertisement.
– Newspaper
– Radio
– Billboards
– Commercial

21. • Every Hotel requires hiring standards
to meet their own level of standards.
Here are the following example:
– Height
– Age
– Educational Attainment
– Communication Skills
– Pleasing Personality
– Work Experience
HIRING
S T A N D A R D S

22. • Acquiring employees in the business
needs to follow certain procedures to
facilitate a better screening,
selection, and decision making for a
best-qualified applicant.
HIRING
P RO C E SS

23. •Preliminary Screening
–A pplication Blank
/ Cover Letter
–Resume
–Initial Interview
HIRING
P RO C E SS

24. • Employment Tests
– Intelligence /A ptitude test
– Language Proficiency Test
– Arithmetic Ability Test
– Personality Test
– Skills and Manipulative Test – Sales
and Marketing
– Abstract Reasoning
HIRING
P RO C E SS

25. • Background and Reference
Check - Process where the Human
Resources Assistant are doing the
C.I. (Background check) about:
–Family Background
–E ducational Background
–Character References on previous
employers
HIRING
P RO C E SS

26. • E mployment ’s (FIN A L ) Int erview
– Tell something about your self?
– What are your strength and weaknesses?
– How do you see yourself 5,10 to 15 years
from now?
– What is your ideal job?
– What are your career goals?
– What is your edge over the other applicant?
– How much salary are you expecting to
receive if you get hired?
HIRING
P RO C E SS

27. • Selec t ion D ec ision – A process
which involves the application of
appropriate techniques and methods
with the aim of selecting, appointing
and inducting a competent person or
persons.
– Comparison based on:
– Interview
– Exams
– Personality
HIRING
P RO C E SS

28. • The process where chosen applicants are called to
submit the necessary requirements
• Submission of Requirements
– 4pcs. 1X 1picture
– 4pcs. 2 X 2 picture
– NBI Clearance
– BaranggayClearance
– Police Clearance
– Xerox copy of Birth Certificate
– Medical Certificate
– SSS, PHIC , PAG IBIG I.D.
– Transcript of Records
– Employment C ertificate (Previous Employer)
– Clearance Certificate and etc.
P L A C E M E N T

29. • The HRM activity that introduces new
employees to the organization and to the ff.
➢ Employees
➢ New task
➢ Superiors
➢ Work groups
➢ Benefits
➢ Compensation (Salary Negotiation)
» Minimum
» Above Minimum
» Depending on work Experience
O R I E N T A T I O N

30. •
•
•
•
•
•
•
•
Overtime pay
Incentives
Bonuses
SSS
PHIC
PA GIBIG
Dental
Insurance and etc.
BENEFITS
IN C L U D E :

31. •A process of making a worker
psychologically and socially adjusted
to the environment and culture of the
organization.
➢ MOCK Operations
➢ M OCK Department / Branch
I N T E G R A T I O N

32. • The process of improving worker
performance through the enhancement
of skills and the formation of a positive
attitude towards work
➢ Attending seminars
➢ Crash Courses
➢ On-the-job Training Experience
TR AINING

33. • Process where the HRM are assessing the
performance of each employee, which is
conducted yearly to give the appropriate
remarks and recommendations, salary
adjustments and promotion for a job well done.
1.
2.
3.
4.
5.
6.
Contractual Employee
Probationary Employee
Regular Employee
Promotion
Transfer
Demotion
E M P L O Y E E
A SSE SSM E N T

34. • Contractual Employee – Employee not more
than 6 mos. Only when the employer renews the
contract. They cannot avail the company
benefits and incentives
• Probationary Employee – Employee who
undergo 6 mos. Period of training and
assessment. Which to be decided if he / she will
be regularized depending on his / her
performance.
• Regular E mployee – Employee that serve more
than 6 mos. To the company
. And candidate for
promotion depending on PAR.
E M P L O Y E E
A SSE SSM E N T

35. • Promotion – upward or vertical movement of
employees in an organization from lower level jobs
to higher level jobs involving increase in duties and
responsibilities, higher pays and privileges.
• Transfer – Movement of employees from one job
to another on the same level in the organization
with more or less the same pay, privileges, duties
and responsibilities.
• Demotion – movement of an employee to a less
important job from a higher-level job in the
organization, which may or may not involve
reduction in pay
, status, or privileges
E M P L O Y E E
A SSE SSM E N T