The document provides an overview of hospitality operational management. It discusses the major functional departments in hotel operations including front office, housekeeping, engineering, security, and night audit. It also covers human resource management functions such as recruitment, hiring processes, benefits, training, and employee assessment. The front office is described as managing guest services and reservations, while housekeeping is responsible for cleanliness. Other departments like food and beverage, sales and marketing, and engineering are also summarized.

1. H o s p i t a l i t y O p e r a t i o n a l
M a n a g e m e n t
Presented by: M A RI A NNE T . E VA N G E L I S T A , M S H RM

2. • Hotel Management Operation
• Restaurant Operation
• Resort Operation
• Cruise Operation
Events Operation
H O S P I T A L I T Y
I N D U S T R Y

3. I N T R O T O
I N D U S T R Y
• Industry that caters
the need of the
motels, inns, or such
businesses that
or short-term lodging,
comfort and leisure
without food.

4. • Provides an overview of the
hotel.
Human
Management
resources,
structure,
the
discussed.
H O T E L
O P E R A T I O N

5. Major Functional Department
• Front Office
• Housekeeping
• Engineering
• Loss and Prevention / Security
• Night Audit
H O T E L
O P E R A T I O N

6. • People in this department
are the one who gets up
the clients
services such as: assisting
and accommodating the
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
• Each of these areas performs unique roles.
They report directly to the front office
F R O N T O F F I C E
O P E R A T I O N

8. • Being one of the first (and often last)
points of contact with a hotel guest,
hotel.
flow of guests on daily basis. The
front desk is often called the “Hub”
rooms division because so much
F R O N T D E S K

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

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

11. R E S E R V A T I O N S
• M a i n t e n a n c e o f G u e s t
the important details about the
guaranteed.
• R o o m S t a t u s A v a i l a b i l i t y R e p o r t s
– Are forecasts of the number of
category that will be available on a
specified future date
E S S E N T I A L

12. • Housekeeping Department are responsible for
the immaculate perfection of appearance of
• They are also responsible for the report on
the availability of the rooms for immediate
potential house count (a report of the number
of guests registered in the hotel), security
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,
provisions.
• The Food and Beverage Director runs this
department. The dining room manager, or
d', takes care of seating
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’s visit.
• The guest history is a valuable resource for
marketing and a sale, which uses the guest
campaigns, develop promotions, prepare
appropriate
and
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
service. Maintenance employees
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 then communicated to the maintenance
department.
E N G I N E E R I N G

16. • This department is responsible for
• Fire safety measures
systems
and
as
emergency
as
of
guest security concerns require
L O S T A N D
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
transactions.
data into a report called N i g h t A u d i t R e p o r t
for management review.
exists the need to determine at what point the
current day ends and the next day begins.
are able to easily establish a change in date.
N I G H T A U D I T

18. • The Night Audit performs many functions.
– Verify daily hotel transactions
Generate summary and statistical data for compiling into
the night audit report.
such as front desk and PBX.
• In many cases, have its leader serve as the manager
duty (MOD) in the absence of senior
N I G H T A U D I T

19. • Human Resource Management (HRM) is the
recruitment of, management of, and providing
for the people who work in the
also be performed by line managers.
• Human Resource Management is the organizational
function that deals with issues related to people
as compensation,
organization
hiring, performance
safety,
wellness, employee
H U M A N R E S O U R C E

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

21. • Every Hotel requires hiring standards
to meet their own level of standards.
– Height
– Age
– Communication Skills
– Pleasing Personality
H I R I N G

22. • Acquiring employees in the business
needs to follow certain procedures to
a better screening,
best-qualified applicant.
H I R I N G
P R O C E S S

23. • P r e l i m i n a r y S c r e e n i n g
– Application Blank /
– Resume
H I R I N G
P R O C E S S

24. • E m p l o y m e n t T e s t s
– Language Proficiency Test
– Arithmetic Ability Test
– Skills and Manipulative Test – Sales
and Marketing
H I R I N G
P R O C E S S

25. • B a c k g r o u n d a n d R e f e r e n c e
Resources Assistant are doing the
C.I. (Background check) about:
– Family Background
– Character References on previous
employers
H I R I N G
P R O C E S S

26. • E m p l o y m e n t ’ s ( F I N A L ) I n t e r v i e w
– Tell something about your self?
– How do you see yourself 5,10 to 15 years
from now?
– What are your career goals?
– How much salary are you expecting to
receive if you get hired?
H I R I N G
P R O C E S S

27. • S e l e c t i o n D e c i s i o n – A process
of
appropriate techniques and methods
and inducting a competent person or
persons.
– Comparison based on:
– Interview
– Personality
H I R I N G
P R O C E S S

28. • The process where chosen applicants are called to
submit the necessary requirements
– 4 pcs. 1 X 1 picture
– 4 pcs. 2 X 2 picture
– NBI Clearance
– Police Clearance
– Medical Certificate
– Transcript of Records
Employment Certificate (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.
New task
Superiors
Benefits
» Minimum
» Depending on work Experience
O R I E N T A T I O N

30. • Overtime pay
• Incentives
• SSS
• PAGIBIG
• Dental
B E N E F I T S
I N C L U D E :

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

32. • The process of improving worker
of skills and the formation of a positive
attitude towards work
Attending seminars
Crash Courses
T R A I N I N G

33. • Process where the HRM are assessing the
of
conducted yearly
each
to
employee, which is
and salary
1. Contractual Employee
Probationary Employee
2.
3.
Promotion
Transfer
5.
6.
E M P L O Y E E
A S S E S S M E N T

34. • C o n t r a c t u a l E m p l o y e e – Employee not more
than 6 mos. Only when the employer renews the
They cannot avail the company
• P r o b a t i o n a r y E m p l o y e e –
of
Employee
training
who
and
6 Period
be regularized depending on his / her
• R e g u l a r E m p l o y e e – Employee that serve more
than 6 mos. To the company. And candidate for
E M P L O Y E E
A S S E S S M E N T

35. • P r o m o t i o n – 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.
• T r a n s f e r – Movement of employees from one job
to another on the same level in the organization
and responsibilities.
• D e m o t i o n – movement of an employee to a less
important job from a higher-level job in the
which may or may not involve
E M P L O Y E E
A S S E S S M E N T