T-1 Foundations of a Hotel Participant Handout

Hotel Departments

Directions: Read through each department name and description. Prepare to answer the
following questions: (1) What does this department do? And (2) How might this department
work with another department on this list?

Department Key Functions

Welcome and greet guests as they come and go,

Front Desk communicate and assist guests with issues as they
arise, manage bookings

Manages financial matters of the hotel, including

Finance/Accounting billing guests and budgets of each department

Helps guests during their stay by recommending

Concierge/Guest Services local attractions, setting up tours, booking
transportation, arranging spa services, etc.

Ensures the hotel’s guest and public spaces are

Housekeeping/Laundry well-maintained and clean at all times. Laundry
services may be for guest laundry requests.

Includes all aspects of the guests’ dining

Food and Beverage experience from room service to lobby bar to fine
dining restaurants

Maintains the outside appearance of the hotel

Grounds including the landscaping, pool, and outside deck.

Ensures the hotel is able to recruit, hire and

maintain a well-trained staff, oversees benefits and
Human Resources
pay, handles issues employees have with their
jobs as they arise

Responsible for the overall maintenance of the

hotel including building systems such as electrical,
Engineering
heating, and air conditioning as well as large hotel
equipment used for laundry and kitchen services

© 2016 McKinsey Social Initiative, Inc.

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