Topic 5 the lodging management and operations

1. DHT 1113 Introduction to Hospitality and
Tourism Industry

2.  BASIC MANAGEMENT STRUCTURE
 KEY DEPARTMENT AND FUNCTION
 JOB DESCRIPTION AND RESPONSIBILITIES
 REFERRALS AND RATING SYSTEMS

4. The day-to-day operations of a hotel are the key factors
determining the success or failure of its service. It is
necessary to understand the structure of hotels in order
to get an overview of how the organisation fits together.
Regardless of the size of a hotel, the organisational
structure will be basically the same. It is usually divided
into several distinct departments, each responsible for a
particular area of work. The larger the hotel is and the
more facilities it offered, the more specialised the
departments become.

5. The Lodging Management and
Operations
DHT 1113 Introduction to
Hospitality and Tourism Industry
Text Book 172

6. GENERAL
MANAGER
Front
Office
Staff
F&B
Outle
t Mgr
Director of HRController
SM
Director of
Marketing
Director of
Marketing
Mrktn
g
Staff
A/C
Staff
Front
Office
Mgr
Securi
ty
Director
Engineerin
g
Director
House
Keeping
Traini
ng
Payrol
l
Empl
oyme
nt
Bell
Staff
Concier
ge
Reservatio
n
House
Keeping
Manager

7.  General Management:
 GM is the chief operating officer of the hotel with
responsibilities in 3 main areas:
a) Related to guest and employees.
b) Overseeing Operations
c) Increasing Profitability
 He is charged with promoting great satisfaction
 He supervises and organizes all other department within
hotel.

8. General Manager
The main responsibilities of the general manager (GM)
include:
a) Providing leadership to the management team
b) Coordinating the work of all departments
c) Participating in the formulation of hotel policies and
strategies
d) Leading the hotel staff in meeting the financial,
environmental and community responsibilities
e) Assuming full responsibilities for the overall performance
of the hotel

9. Resident Manager
The main responsibilities of the resident manager include:
a) Holding a major responsibility in developing and
executing plans developed by the owner(s), the general
manager and other members of the management team
b) Checking on operations, providing feedback and offering
assistance when needed
c) Completing, reviewing and summarizing statistical reports
and sharing them withthe general manager
d) Assuming responsibilities for the daily operations and
management of the hotel

10.  Accounting:
a) The accounts department is headed by the Financial Controller who, as a key
member of the management team
b) Guide the hotel to an increasing profitability through better control and asset
management.
c) Responsible for monitoring all of the financial activities of a hotel.
d) Participates in long term financial planning and projections.
e) Account Payable Department: Responsible for verifying and paying bills incurred for
the purchase of materials and services
f) Account Receivable Department: Records all money received by the hotel and may
oversee credit, billing and cashiering function
g) Large hotels employs a Credit Manager whose responsibilities include validating and
authorizing guest credits and collecting overdue accounts.
h) Paymaster heads the large payroll division and under them are clerks and cashiers.
i) Examples include overseeing accounts receivable, accounts payable, payroll, and cost control
systems of the hotel; keeping records of assets, liabilities and financial transaction of the hotel;
preparing the monthly profit-and-loss statement, coordinating with purchasing department and
information technology department, and handling guests’ inquiries about billing.

11.  Human Resource:
a) The human resources (personnel and training) department is
responsible for hiring, orientation, training, wages and benefit
administration, labour relations, employee relations, and staff
development.
b) Interviewing hiring and training the employees is a necessity and in
large hotels this is performed by separate HR department.
c) This department manages the hotel’s employees benefits program and
monitors compliance with laws that relate to hiring and promotion.

12.  Marketing/ Sales:
The main functions of the sales and marketing department involve generating
new businesses for the hotel, coordinating advertising, as well as sales
promotions and public relations activities aiming at enhancing the hotel’s
image.
Responsibilities include:
a) Sales of hotel rooms and facilities to individuals and groups.
b) Advertising in print and media sources.
c) Managing public relations to increase the image of the hotel.
d) Establishing contacts with travel agents and tour guides.

13. The Lodging Management and
Operations
DHT 1113 Introduction to
Hospitality and Tourism Industry
Text Book 177

14.  To provide lodging facilities all hotels are organized with 4 major
functions:
a) Front Desk Operations
b) House Keeping.
c) Building Maintenance/ Engineering
d) Security
e) Food and Beverages Operations

15.  The Front Office oversees room availability, registers guests,
processes reservations supervises check out and assigns rooms
and keys.
 They answers guest questions about hotel activities and
resources and provides information about the nearby attractions.
 More often, a front desk manager supervises a team of workers,
including those whose duties are outlined as follows.
FRONT DESK OPERATIONS

17. a) Monitoring reservation status
b) Looking over market mix and preparing occupancy forecasts
c) Determining rate structures and supervising implementation
of rate policies
d) Reviewing previous night’s occupancy and average room
rate
e) Reviewing arrivals and departures for the day and the next
day
f) Making staffing adjustments needed for arrivals and
departures
g) Reviewing the VIP list, checking VIP rooms, meeting VIPs
and entertaining them
FRONT DESK OPERATIONS

18.  RESERVATIONS:
a) It can be booked in through a local reservation clerks, through
the sales or marketing department or through nationally
centralized reservation system.
b) To combat with the loss of reservations , overbooking of rooms
is a practice.
 CHECK IN:
a) The room clerk is the person who greets and registers hotel
guests.
b) If there is a prior reservation he arranges after the verification
and if not means necessary arrangements are made.
c) Some hotels use computerized property management system
to store information about reservations.
d) Small establishments may maintain this information on a room
rack which shows the status of the guest rooms.
FRONT DESK OPERATIONS

19.  CHECK OUT:
a) This procedure is also handled by the same person handling the
registration process.
b) Property management systems are used by the hotels to record
guest charges and the final statement is provided.
c) A copy of itemized statement is given at the departure time or
sent to the mail.
 GREETING:
a) A bell captain is a person a guest meets at the time of arrival .
b) The bell captain trains and supervises all bellhops, those who
usher arriving guest to their rooms and carry their luggage's.
c) He also supervises the hotel door attendants and valet parking
crew.
FRONT DESK OPERATIONS

20.  COMMUNICATION:
a) Traditionally telephone messages, mail, and faxes are held but now
technology has advanced where hotels install electronic voice mail systems.
b) Voice mail allows a caller to leave a message to the guest room phones and
by dialing a code number the guest can retrieve their messages at any time.
c) Some hotels transmit guest messages via television .
d) Another service is wake up calls which is computerized or alarm clocks is set
up in the rooms to set their own timings.
 INFORMATION SERVICES:
a) Most hotels have a concierge who serves as a private secretary for the
guests.
b) He arranges for the information about the city attractions, specialties and
other arrangements for the guest.
FRONT DESK OPERATIONS

21. The three main functions of the front office are as follows:
1. Selling rooms
2. Maintaining balanced guest accounts
3. Providing services and information to guests
The front office department is headed by the front office
manager (FOM) whose main duty is to enhance guest
services by constantly developing services to meet guests’
needs.
FRONT DESK OPERATIONS

22. Rooms division

23. a) It is the main parameter for guest satisfaction.
b) Guest often looks for cleanliness as a key factor for satisfaction.
c) House keeping department is headed by executive house
keeper and also handles hiring, training and supervising of
staffs.
d) The House keeping functions includes:
 Room Preparation
 Hotels Laundry
 Laundry and Dry Cleaning for Guests
 Building Maintenance/ Engineering.
The Housekeeping Department

24. The housekeeping department requires the following information
from the front desk:
a) Check-in, occupied and check-out rooms in order to organise
room cleaning
b) Special requests from guests, such as baby cot or extra
blanket, etc., so that extra amenities and services can be
provided to guests
In return, the housekeeping department will provide the actual room
status to the front desk for comparison with the computer record
which ensures that the front desk has the correct room status.
Any discrepancy found will be double checked by the Assistant
Manager.
The Housekeeping Department

26. The housekeeping department of a large-sized hotel
comprises of the following sections:
1. Laundry department
2. Uniform and linen room
3. Housekeeping office
4. Guest floors
5. Public areas
6. Health club
7. Floral and plant arrangement
The Housekeeping Department

27. Executive Housekeeper
a) Interviews, selects and engages staff in conjunction with human
resources manager
b) Training
c) Deployment
d) Prepares work schedules, work procedures and job descriptions
e) Compiles duty rotas, holiday lists, etc.
f) Personnel records
g) Arranges supervision
h) Staff welfare
i) Orders and controls equipment, materials and linen
j) Handles complaints
k) Key control
The Housekeeping Department

28. a) Assistant Executive Housekeeper
b) Assistant Housekeeper
c) Floor supervisor
d) Room attendant
e) Public area supervisor
f) Cleaner
g) Uniform and linen room attendant
The Housekeeping Department

29. The engineering department is responsible for maintaining the
physical plant of the hotel such as electricity, plumbing, air
conditioning, heating and elevator systems; and for overseeing all
mechanical and technical conditions of the hotel.
Supervised by a Chief Engineer/Plant Manager.
1) Implement and maintain water and energy conservation
measure for the hotel

30. a) The security department is responsible for implementing procedures
which aim at protecting the safety and security of hotel guests, visitors,
hotel employees and the hotel itself.
b) Most hotels have a chief of security officer who has training in law
enforcement as well as civil and criminal law.
c) Electronic key card offer superior security where in it does not list the
name of the hotel or guest room number.
d) Security staff develop catastrophe plans to ensure staff and guest
security and to minimize direct and indirect disaster.
e) Security is an important concern in every hotel.
f) Examples include monitoring surveillance equipments, patrolling the
hotel premises and maintaining security alarm systems
g) Headed by a Chief of Security – have extensive training in law
enforcement, civil and criminal law

31. 1. Provides food and beverage services to the hotel guests and
visitors through a variety of outlets and facilities/services.
2. Examples include lounge, bar, coffee shop, restaurants,
banquet service, room service (also called in-room dining)
and cake shop.
3. Primary components include banquets, catering , and
restaurants
4. It also includes Room Service and Vending Machines.
5. Raid the Pantry is a service where guest can enter and help
themselves in a “pantry” are stocked with sandwiches, soft
drinks and cookies

32. The Lodging Management and
Operations
DHT 1113 Introduction to
Hospitality and Tourism Industry
Text Book 198

33.  Similar benefits to properties as do franchises–albeit at a
lower cost
 Shared centralized reservation system and a common
image, logo, or advertising slogan
 May offer group buying discounts to members, as well as
management training, and continuing education programs
 Hotels and motels pay an initial fee to join a referral
association

34.  Leading Hotels of the World (LHW), offer to hotels similar
benefits as franchising, but at a lower cost.
 Some hotels choose to become a referral property.
 This means that the property is being operated as an
independent hotel in association with a certain chain.

35.  Computerized Reservation System (CRS) is a e-Marketing for the
Hotels, Resorts & Palaces.
 Provide Reservation Solutions with cost effective services &
seamless Next Generation Technology.
 CRS will increase reservations for hotels by creating sales via an
network of Travel Agents & Travel Websites utilizing one of the hotel
industry’s most prolific CRS panel & Booking Engine.
 Bringing you new reservations.
 Improving your occupancy.
 Increasing profitability

36.  Often used to classify hotels according to
their quality.
 Reflect level of quality price
 Encourage to have advance reservation
 Customer mostly base on Star Rating
 Refer to star rating handout