4. Revenue Center Dept
1. Sales and Marketing
2. Front Office
3. Food & Beverage
4. Gift shop
5. Business Center
5. Cost Centers / Support Centers
- Assist function of the revenue centers with
no direct income generation.
HRD
Purchasing
Accounting
Engineering
6. FRONT OF THE HOUSE
• refers to those departments or areas which are
accessible
and visible by guests.
- Front Desk
- Restaurant
- Concierge
- Bell services
Direct contact & interaction with guest
7. Back of the House
• refers to those departments or areas
which rarely have staff-to-guest
interactions.
• Kitchen
• House keeping
• Human Resource
11. ACTIVITY 2:
Which department should handle the following
situations
ROOMS DIVISION FOOD & BEV
ENGINEERING SALES & MKTG
SECURITY ACCOUNTING
HUMAN RESOURCE
1. Guest’s missing watch in his room
2. A recent arrived guest who needs a room
3. A guest who wants to order to room service
4. A guest complaining about the room’s air condition that is not
working properly.
5. A hotel that is planning an event for club membership to attract
more business.
6. A hotel’s Gen.Manager needing to know the report on the hotel’s
revenue for the past 3 months.
7. Newly hired hotel personnel undergoing an orientation
15. Considered the nerve center of the hotel. It is a
Department that makes the first impression
16. 4 Primary Activities of the Front Office
1. Check in- Guest are welcomed, registered, assigned
accommodation, pick up keys for accommodation.
2. Information- serve the special needs of guest and
employees.
3. Check out – guests terminate their status as guest.
During check-out, guests surrender keys, verify
accuracy of the bills, settle their accounts(cash or credit
card)
17. Reservation
The reservation arrange accommodation to in
Coming guests.
Reservation officer should give an exceptional
Telephone manners and telemarketing skills
18. Role
• Assures guest on the room availability
according to their preferred dates and prices.
• Make sure to sell all the rooms each day.
19. Sources of Reservations
Travel Agents
Meeting
planners
Tour operators
Airport representatives
21. Telephone Exchange
• Is a vital part of the smooth running of the hotel. It is also a profit center
area generally add 50% charge to all long distance calls placed from room
guest.
• It includes:
- In house communication
- Pager and radios
- Voice mail
- Messages
- Emergency center
23. Responsibilities
• Handle and escort guest
• Place luggage in the guest room
• Explain hotel services
• Deliver guest messages
• Delivery packages, mail and flowers
• Perform other duties
24. Concierge
Is a uniformed
employee who has
his/her own desk in the
lobby. The main
function is to ensure
high degree of guest
satisfaction
26. Housekeeping
• Responsible for the cleaning, appearance and
condition of the entire hotel.
• Interior decorating and flower arranging for
VIPs
• Laundry works (washing and drying hotel
linens.
27. Security Dept.
• Responsible for maintaining
security alarm systems,
implementing procedures
on protecting the personal
property of guest and
employees
28.
29. DIRECTION: Get a partner; create a telephone conversation (Script) on room
reservation.
Choose only one from the given situation
.
Situation 1 : A travel agent who wants to book a group tour.
Situation 2 : A newlywed couple who wants to book a room for their honeymoon.
Situation 3 : A family tour with kids, booking room/s for a holiday.
Situation 4 : An executive secretary of a corporation making a reservation for the
CEO of her company.
Situation 5 : An FIT booking a room for his/her holiday.
Editor's Notes
‘Revenue centers’ refer to those
departments or units which generate direct
income to the hotel through the provision of goods and services to guests, e.g. front
desk, restaurants, room service, gift shop and business center.
Cost centers’, which are also interpreted as
‘support centers’, mainly assist the functioning
of revenue centers with no generations of any
direct income for the hotel, e.g. human
resources, purchasing, accounting and
engineering departments. This classification is
particularly useful for the accounting.
‘Front-of-the-house’ refers to those
departments or areas which are accessible
and visible by guests, e.g. front desk
counters, restaurants, concierge and bell services. They are the points of service
encounters where service staff usually have direct contacts and interactions with
guests.
Back-of-the-house’, on the contrary,
refers to those departments or areas which
rarely have staff-to-guest interactions, e.g.
kitchen, housekeeping, human resources
and engineering departments
Choose whether the picture is a back of the house, front of the house or revenue center
Confirmed- reservation made with sufficient time for a confirmation slip to be returned to the client by mail or fax.
2. Guaranteed – client pays for the first night prior to his arrival. Payment is made through a credit card.
3. Regular reservation – not paidin advance and the room Is held until a specified time
