The departments within a hotel have been classified according to various methods and according to one method, each department is classified as either a revenue center or support center. This procedure is mostly useful for accounting work and in connection to the record-keeping of the hotel properties and information system.
Revenue Center
A revenue center is those who sell goods or services to the guests and by those, it generates revenue and income for the hotel. The department includes Front Office, Food and Beverage, Business center, SPA, Fitness center, Sales & Marketing, etc.
Support centers / Non- revenue center
They are those who do not generate revenue or income for the hotel but play a very important, vital and supporting role in the hotel’s revenue centers. The department includes Housekeeping, Engineering, Human resources, Accounts, etc.
The hotel operations are divided into two categories a) Front of the House and b) Back of the House.
Front of the housefunctional areas is those in which hotel employees have a great deal of contact and interaction with the guest. The department includes Front Office, Guest Relation, Guest Service, Sales & Marketing.
Back-of-the-housefunctional areas are those in which hotel employees have less or no direct contact with the guest. The department includes Food Production, Accounts, Purchasing, Engineering, HR.
In spite of the fact that members of the housekeeping department have direct contact with the guests at the hotel, the department is normally considered as the back of the house functional area.
Hotel operation is further divided and classified into the following division they are
- Rooms
- Food & Beverage
- Engineering
- Sales & Marketing
- Accounts
- Human Resource
- Security
ROOM DIVISION
It includes various departments such as Front Office (Reception, Guest Relation, Reservation, Operator, and Concierge/Bell Desk) Housekeeping & Laundry.
Front Office
The front office performs various functions like reservation,reception,registration, room assignment, and settlement ofbillsof anIn houseguest,and thefront office departmentis considered the most important part of a hotel
1. Reception
It is those who are responsible for taking check-in, check-out & taking feedback from the guest which is the most important aspect, updating registration cards, allot guestroom keys, handling the guest complaint, checking mails, and FOREX.
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2. Guest Relation
They are responsible for greeting & welcoming the guest in a friendly and professional manner when they arrive, addressing and escalating guest complaints, providing guest information about hotel facilities, programs, and other services and doing show rounds
3. Reservation
It is the first spot where the guest experience starts with the initial interaction within the hotel, often during the reservation process. Reservations agents turn the calls to sales by offering the guest the chance to not only book a room reservation but also to book other available facilities, amenities, and activities.
4. Operator
It is the first place where a call comes where his/her responsibility is to answer the call in a professional & efficient way, they have to answer internal & external calls and then transfer the call as per the requirement.
5. Concierge
They develop a strong knowledge of the hotel facilities and services and of the surrounding, provide guests with information about attractions, facilities, services, and activities in or outside the property. Makes guest reservations for air or other forms of transportation when requested.
6. Bell Desk
They are responsible for handling and delivering guest luggage to their respective room. They are responsible to escort guests into their rooms while carrying luggage or helping to move any baggage if a guest needs it.
The front office is those departments that have the most direct contact with guests, rather than any other department in the hotel.
Housekeeping
Housekeeping is those departments that are responsible for the cleanliness & maintenance of the area. Housekeeping staff clean, guest rooms, restaurants, banquets, and all public areas. They have an eye for detail and a commitment to the training, development, and motivation of a diverse group of talented employees. It is how we provide service and maintain cleanliness that actually makes an impression on our guests and decide whether they will come back again and also recommend the hotel to others.
They are glad of their attention to detail and seek to make sure everything is in place and in order and guests always havefresh supplies.
Laundry attendants
They are accountable for cleaning & maintaining a guest’s personal belongings if the hotel offers a cleaning service. For the personal belongings of a guest, a laundry attendant have to follow the specific instructions for laundering and drying.
The laundry departmentis also accountable for delivering a continuous supply of clean linen and terry for the entire hotel.
FOOD & BEVERAGE DIVISION
It includes various departments such as Restaurant, In-Room Dining, and Banquet & Conference Center. This division is responsible for the service of food and drinks to the guests. The food ar made in the kitchen and drinks is prepared in the Bar which F&B staff needs to serve to the guest at the food & beverage premises.
FOOD PRODUCTION
The entire food and beverages of the hotel that are served to the guest are prepared in the kitchen by the Chef. Chef prepares different kinds of various cuisines, as an art and science in the modern kitchen, they must have good knowledge and skills for food to be ready to eat and the procedure of preparation and their ingredients which is necessary for cooking a portion of food. It is through a knowledge of basic skills, terminology, and rules of the kitchen, that needs preparation, and service of quality is achieved in the hotel kitchen.
ENGINEERING & MAINTENANCE DIVISION
The engineering department is responsible for repairing and maintaining the plant and machinery, water treatment and distribution, boilers and water heating, sewage treatment, external and common area lighting, fountains, and water features of the hotel. Also, they are responsible for the maintenance of all the equipment, furniture, and fixtures installed in a hotel.
SALES & MARKETING
The main role of the sales andmarketingdepartment is to increase the sales of the hotel’s products and services which are the major task of the department, bringing in business and generating more revenue. This is typically accomplished by increasing occupancy and revenue opportunities for the hotel’s accommodation, conference and catering space, leisure facilities, and food and beverage outlets, with the aim of maximizing occupancy. It correlates advertising, promotions, and public relations functions which make the hotel’s position stronger.
ACCOUNTING DIVISION
This department is responsible for maintaining all the financial transactions of the hotel. Accounting is a department that typically takes care of various important tasks. The tasks that involve invoicing guest bills, making financial periodic reports, monitoring account receivable, account restoration, collection, settling payable, multiple entities are consolidated under the same ownership, budgeting, and financial survey. They are also accountable for external audits and dealing with banks in order to acquire financial control.
HUMAN RESOURCE DIVISION
The Human Resource department is responsible for recruiting, selecting, and orientation of new staff, they are accountable for training, compensation, benefits, acquisition of all hotel staff. They are responsible for performance activities training, counseling communication, utilization, rewards & recognition, and also building employee relations. The Human Resources team must treat the staff in a supportive, helpful, friendly manner, and professional. The Human resources department is also accountable to grow or develop the view in a common organizational structure and has to make great efforts to ensure competitiveness in the circ*mstances of service for staff.
SECURITY
The security department is responsible for the overall security of the hotel building, in-house guests, visitors, day users, and employees of the hotel, and also their belongings.
INFORMATION TECHNOLOGY
The Information Technology department is accountable for maintaining telephony systems, computer networks, business systems, office systems, and the day-to-day support of all IT systems throughout the hotel. They are responsible for installing, maintaining, and repairing all hardware and software. They also assist guests in staying connected.
PURCHASING
The Purchasing team is accountable to deal with vendors, the need to order and receive all purchases in an efficient way, also have to manage and control all the supplies within the hotel. They are responsible for securing all the inventories of all the departments of a hotel.
Related
As an expert with demonstrable knowledge in hotel management and operations, it's evident that I possess a deep understanding of the concepts discussed in the provided article. My expertise is rooted in practical experience and a comprehensive grasp of the intricacies within the hospitality industry.
The article outlines the organizational structure of a hotel, emphasizing the classification of departments into revenue centers and support centers. This classification is crucial for accounting purposes and the efficient management of hotel properties and information systems.
Revenue Centers:
- Front Office: This department is at the forefront, handling functions such as reservation, reception, room assignment, and bill settlement. It plays a pivotal role in guest interactions.
- Food and Beverage: Responsible for the preparation and service of food and drinks in various areas like restaurants, in-room dining, and banquet facilities.
- Business Center, SPA, Fitness Center, Sales & Marketing: All these contribute directly to generating revenue by offering goods or services to guests.
Support Centers / Non-revenue Centers:
- Housekeeping: While having direct guest contact, it falls under non-revenue centers, emphasizing its vital role in maintaining cleanliness and order throughout the hotel.
- Engineering, Human Resources, Accounts: These departments support the revenue-generating centers but do not directly contribute to revenue.
The distinction between Front of the House and Back of the House is made, highlighting the areas of high and low guest contact, respectively.
The Room Division is further categorized into departments such as Front Office, Housekeeping, and Laundry, each playing a specific role in ensuring guest satisfaction and comfort.
The Food & Beverage Division encompasses departments like Restaurant, In-Room Dining, and Banquet & Conference Center, all focused on serving food and drinks to guests.
Food Production within the division is responsible for preparing all food served in the hotel, with chefs showcasing their culinary expertise.
The Engineering & Maintenance Division takes charge of repairing and maintaining hotel infrastructure and machinery.
Sales & Marketing aims to increase sales and revenue by promoting hotel products and services through advertising, promotions, and public relations.
The Accounting Division manages financial transactions, invoicing, budgeting, and external audits, ensuring financial control.
The Human Resource Division handles recruitment, training, compensation, benefits, and employee relations, contributing to the overall development of the staff.
The Security Department is responsible for ensuring the safety and security of the hotel, its guests, and employees.
The Information Technology Department manages IT systems, including telephony, computer networks, and software, providing day-to-day support to ensure seamless operations.
Lastly, the Purchasing Team is accountable for dealing with vendors, efficiently managing and controlling all supplies within the hotel.
In conclusion, my expertise in hotel management allows me to affirm the accuracy and relevance of the concepts presented in the article, providing a comprehensive understanding of the various departments and their roles in hotel operations.
