The document discusses the organizational structure and departments in a hotel. It outlines the key departments which generally include the front office, housekeeping, food and beverage, marketing, accounting, engineering, and personnel departments. It then focuses on the front office department and its sections, describing the roles of the telephone operator, reservation, reception, information, and concierge desks. It provides details on the responsibilities and tasks of staff in each of these front office sections.

1. Welcome back …
THE TOPIC TODAY IS …
DEPARTMENTS
IN
HOTEL

2. Hotel Organizational
A hotel organizational structure is a
comprehensive plan by a hotel owner to define
departmental activities and responsibilities. This
structure brings order to every aspect of hotel
operation from the front desk and room service
to the human resources department. Hotel
organizational structures are necessary to ensure
maximum profitability from each
room, restaurant and bar on a daily basis. Your
hotel can run efficiently if it creates an
organizational structure that is easy to
understand.

3. What is the hotel work ?
• To provide comfortable and safe
accommodations to the public
• To provide delicious food and satisfying
beverages to the public
• To manage people
• To come in contact with the public
• To make profit

4. DEPARTMENTS IN A HOTEL
AS GENERALLY…
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•
•
•
•
•
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FRONT OFFICE DEPARTMENT
HOUSEKEEPING DEPARTMENT
FOOD AND BEVERAGE DEPARTMENT
MARKETING DEPARTMENT
ACCOUNTING DEPARTMENT
ENGINEERING DEPARTMENT
PERSONNEL DEPARTMENT

5. AT PRESENT WE TALK ABOUT …
FRONT OFFICE DEPARTMENT
WHAT ARE SECTIONS IN FRONT OFFICE DEPARTMENT ?
a. Telephone Operator
b. Reservation
c. Reception
d. Information
e. Concierge
f. Cashier

6. TELEPHONE OPERATOR
Responsible for
handling incoming
or outgoing call.
Greeting :
( From outside hotel )
- Swans Hotel, Good morning , May I assist you ?
, What can I do for you ?
, Can I help you ?
( From inside hotel )
- Operator, Good morning, May I assist you ?
Offering service :
A. If no answer,
I’m sorry Madam/Sir. There is no answer
B. If the line is busy.
I’m sorry the line is busy.
Would you like to leave a message ?

7. RESERVATION
Handling hotel room
reservation
• Media
a. By phone
b. By fax
c. By letter
d. By internet
e. By Personal

8. RECEPTION
• In charge of receiving
guests
• To complete the registration
process
• To select room
• To greet customers immediately
• To verify and imprint credit card
for authorization
• To promptly answer the
telephone
• To close guest account at time of
check out
• To remain calm and alert
• To investigate guest complaints

9. INFORMATION
Giving information guests
or publics require it
• Hotel facilities
• Public services
• Important phone
number
• Destinations

10. CONCIERGE
Handling guest luggage
and other guest needs
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Check in
Check out
Change room
Transportation
Package Tour
Tickets

11. CASHIER
Handling payments from
guest
• Check out
• Paid out