Introduction to Accommodation Operation and Services

All rights Reserved by IIMAT
CHAPTER 1
INTRODUCTION TO
ACCOMODATION OPERATION
AND SERVICES

OBJECTIVE
• Discuss the types of Accommodation and
Service.
• Discuss the basic of responsibilities of each
department in the Hotel.
• Discuss the housekeeping organization.
• Discuss about Front of the House and Back of
the house department.

OVERVIEW
 Introduction to Accommodation department
 The concept of Front of the house and Back of
the house
 Organization chart of front office and
housekeeping
 Roles and responsibilities of the front office
and housekeeping departmental

What you can see?

Accommodation Services
• Also called as ‘Rooms Division’
• It related to room and service operation such as;
– Room sales activities
– Room service
• The operation service consist of 4 cycles (pre-arrival,
arrival, in house and departure stage)
• Encompass of front and back office operations, which
also known as revenue and support department

Front of the house/Front Office/revenue
department
Front of the house area are known as:
1. The nerve center which allow the guest to have
the first contact when they at the hotel
2. ‘service hub’, attend to guest enquiry, complain
and request
3. ‘sales center’, assist hotel in promoting, selling
and up selling hotel products and services.

Back of the house/Housekeeping/support department
Back of the house area are known as:
1. Support center for front of the house operation
2. ‘operation hub’, carry out operation tasks
request by the hotel guest.
3. May or may not directly interact with guests

What is an Organization Chart?
 Shows each department, the division of labour, levels of
authority and lines of communication
 Max Weber (1947) expanded on Taylor’s theories and stressed
on types of organization chart to fit into organization, which
focus on establishing clear lines of authority and control.
Flat
Matrix
Co-hort
Triple I (Innovation, Integrative, Interactive)
Cult

Organization Chart of Front Office
Front Office Manager
Assistant Front Office
Manager
Reservation
Manager
Front Desk
Supervisor
Reservation
Operators
Chief Cashier
Concierge
Manager
Chief
Telephonist
Front Desk
Receptionists
Cashiers Bell Man
Doorman
Valet
Night Auditors
Telephone
Operator
Business Centre
Room Division Manager

Roles and responsibilities of the front office
Rooms Division Manager
Departmental budgets and forecasts
Policies and procedures
Rate structures
Training schedules
Service standards guidelines

Front Office Manager
The most senior person in the front
office department oversees all front
and back office activities. For large
size hotel it often FO manager often
assist by assistant manager

Back office roles and responsibilities
Telephonist/Operator
Manage switchboard
Receive incoming calls
Transfer calls
Make calls
Take messages

Receptionist
Greet guest on arrival
Check guests in and out
Handle guests requests
Post guest charges
13

Night Auditor
 Balance all financial
transactions that
occurred that day in the
venue
 Manage the
switchboard at night
 Perform reception
duties at night
Cashier
 Post guests' charges
 Maintain guest
accounts
 Finalize guests’
accounts

Roles and responsibilities of the front office concierge
Doormen
 The organization of baggage handling for both arriving and departing guests
 Open car doors
Valet/Car Jockeys/Concierge
 Take guests to and from airport or railways station
 Park guests’ cars
Porters/Bell boy/Bell Man
 Run errands and take messages for both the hotel staff and the guests
 Carry bags to and from rooms
 Keep the lobby area clear, neat and tidy

Business Centre
Fax, photocopying and secretarial work
Translation and interpreting services
Hire of equipment, lap top computers, portable
telephones and Dictaphones
Organization of private meeting rooms
Bilingual secretaries
E-mail and internet facilities

Back office roles and responsibilities
Reservations Manager
 Manage room yield
 Supervise reservation activities
Reservation Clerk
Process and maintain all individual and group
reservations
Actively sell and promote the venue
Process reservation deposits
Allocate rooms

Housekeeping organization & the department
ROOM DIVISION EXECUTIVE MANAGER
ROOM DIVISION DIRECTOR
Executive Housekeeper
Room supervisor
Maintenance
&
Engineering
Room
Attendant
Security
Public
Area
Linen &
Laundry
Florist
Assistance Exec Housekeeper
Not direct related but is connected

Responsibilities of Housekeeping Department
• HOUSEKEEPING MANAGER
1. Responsible to coordinate hotel overall
housekeeping department
2. Planning for the departmental manpower
3. Coordinate the implication hotel Standard
Operating Procedures in the housekeeping
department
4. Carried out necessary planning related to
upgrading of housekeeping operation and ensure
on departmental efficiency

• ROOM ATTENDANT
Some hotel will name it as “chambermaid” or
“room Attendant” or “housekeeping assistance” the main
function of this department will be responsible on the
guest room cleanliness, This consist of:
1. Room cleaning task
2. Provide basic room amenities for guest rooms
3. Checks and secures the room for guest comfort

• LINEN AND LAUNDRY
Linen and laundry department always works hand in
hand however this two department tasks is different.
Linen department task is:
1. In-charge for hotel linen inventory
2. Coordinate the usage of linen in all hotel departmental
3. Maintain and carried out necessary repair works for torn and damage
linen.
Laundry department task is to Carried out linen cleaning task
such as washing, bleaching, and ironing tasks.

 PUBLIC CLEANING / PUBLIC AREA
This department will carried out the general cleaning In
hotel; ensure that all lobbies and public facilities in a neat
and clean condition.
 FLORIST
Florist department will responsible for hotel overall
decoration, this will cover hotel outdoor areas, garden
areas, lobby hall, and guest room decoration.

Responsibilities of Security
• SECURITY
Security department will responsible in protecting hotel
guests during their stay at the hotel and also staff security
at hotel; the security issues concern on:
1. The protection towards personal belonging or valuable assets
2. Protection against violence issue/ gangsters' or any harmless
object at hotel
3. To coordinate and control the hotel policy practices

Responsibilities Maintenance and Engineering
 MAINTENANCE AND ENGINEERING
The maintenance and engineering works will covers:
1. Utilities issues
2. Hotel Equipment
3. Water supply
4. Hotel furniture & fixtures
Maintenance and engineering department is responsible:
 Checking and inspecting hotel equipment, facilities and building condition
 Always concern on hotel safety issues
 Control cost in the hotel, by minimizing risk problem
 Carried out maintenance evaluation from time to time
 Carried out repair tasks if required

TUTORIAL
• Differentiate Back of the House and Front of the
House. (10 Marks)
• List down the Rooms Division Manager
responsibilities. (5 Marks)
• Explain what are the responsibilities of
Telephone Operator. (5 Marks)
• List down and explain responsibilities of
Housekeeping Manager. (8 Marks)
25

Introduction to Accommodation Operation and Services

More Related Content

What's hot

Similar to Introduction to Accommodation Operation and Services

More from LawrenceEdward5

Recently uploaded

Introduction to Accommodation Operation and Services