Module 1:

The Rooms Division

Objectives;
 To understand what is rooms division
 To recognize the areas of the rooms division
 Apart from the other hotel functional
departments such as the food and beverage,
The accounting, human resources, engineering,
Rooms and the sales/marketing and catering, the
rooms division is the “nerve system” for
Division most of the hotels operations. It is the area
that is most responsible to the hotel’s main
product, the sleeping rooms
 1. Front Office - This is the most visible of all since it is
responsible for the incoming and outgoing guests
2. The Reservation - this is also called as transient room
sales. To maximize room revenue, this area strives to book
individual reservation in conjunction with group sales.
3. The Housekeeping - This area is very important in the
Areas of the rooms division since they are the one directly connecting
Rooms with the front office and ensuring that the hotels’ main
product, the rooms, are ready for sale.
Division 4. The Night Audit – This is the department/area that
reconciles the hotel’s daily financial transactions and
other activities for reporting purposes.
5. The Loss Prevention/Security Department - this
department is also vital in hotel operations. The main task
of this is the safety and security of the hotel guests and, of
course, the employees.
 Rooms Division Manager was called before
as the Resident Manager of a hotel. Through the
latter is still being used in some hotels, the
The Room former is now used by some because of the age-
Division old responsibilities of coordinating the
operations of room-related hotel functions. They
Manager manage the day to day operations of the hotel,
in the rooms’ division in particular.
  Manage areas of the hotel rooms division
 Supervise employees engaged in the operation
of the front areas of the hotel
Function of the  Ensure proper staffing, purchasing and
Rooms budgeting
Division  Maintain open communications with other
Manager divisions and within his division
 Monitor availability controls
 Develop monthly plans
THE
END!!!!!
MODULE 2:
Introduction to Front Office
Department
Objectives;
 Discuss the significant of front office operation in hotel and
hospitality management
 Discuss the activities in each guest cycle stage of a hotel
 Identify the front office organizational chart line within a hotel
 Explain the personnel job specification, duties and
responsibilities within a hotel
 Classifying Hotel on the basis of star system
 The Front Office Department plays
a vital role in a hotel, and it is the face of
a hotel or hospitality establishment. This
is an area where visitors arrive and
Introduction encounter a staff at a place of a business.
of Front Broadly speaking, the Front Office
Office includes roles that affect the revenues of
the business. It receives information
about the customer and will then pass
this on to relevant department within the
company
Why Front
Office of the
house
activities
are
important?
  A small hotel or guest house may shut down its
front office overnight, leaving an “out of hours”
or “emergency” contact number for late
arrivals or guests with problems during the
Working night.
 A large hotel, front office staff will be available
on to meet guest needs 24 hours per day. Most
back office department will operate normal or
Shifts extended office hours: reservations will tend to
be concentrated within business hours, and
billing and cashiering activity in the early
morning (posting of last-minute charges),
middle of the day (lunchtime posting and
banking of takings) and evening (opening bills
for new arrivals).
   Morning Shift
Three main 7:00 a.m – 3:00 p.m
shifts in  Evening shift
Front Office
3:00 p.m – 11:00 p.m
departmen
 Graveyard Shift
t
11:00 p.m – 7:00 a.m
The Front
office is 1. Front Desk
composed
of two 2. Uniform Service
areas;
 Hotel guest cycle describes the
stages people go through when
THE GUEST planning and embarking on their
CYCLE travels. It includes everything
STAGE from the moment a consumer
has the idea for a trip all the way
through to the post-departure
period.
 What is Organization Structure?

An organizational structure is a system that

FRONT OFFICE outlines how certain activities are directed in
ORGANIZATIONAL order to achieve the goals of an organization.
CHART
These activities can include rules, roles, and
responsibilities. The organizational structure
also determines how information flows between
levels within the company
 Organizational chart of FO department varies. It
depends on the size and style of operation of the
Hotel. Whether it’s big or small it needs an
organizational structure to carry out its daily
Hotel operations. It is used to help divide tasks, specify the
job for each department and delegate authority
Organizational within and among departments.
Chart  Small sized Hotel
A hotel with 25 rooms or less is considered small hotel.
 Medium sized Hotel
A hotel with 26 to 99 rooms is considered Medium sized Hotel.
 Large sized Hotel
A hotel with more than 300 rooms is classified as large hotel.
 Front Office Manager
 Direct and coordinate the activities of the front office department.
 Perform the function of a link between the management and front office
employees.
 Responsible for hiring, training, supervising and disciplinary all front
desk, reservation, and guest services staff members in order to maintain
the desired standard of service.

Front Office  Prepared the budget for the front office department.
 Evaluate the job performance of each front office employee.
Personnel and Front Desk/Receptionist
their Duties  To handle all check-ins, check-outs, and reservations.
 Greet hotel guests; answer any questions or concerns
 Provide an outstanding guest experience
 Maintain an orderly front desk
 Operate computer programs and multi-line phone systems
 Maintain guest records and book reservations
 Complete basic cashier and bookkeeping responsibilities
 Contact necessary staff to solve problems when challenges arise,
ensuring guest comfort
Bell Boy or Bell Attendant
 Handling guest luggage at the time of arrival and departure.
 Escorting guests to their rooms on arrival.
 Familiarizing guests about safety features and in-room facilities.
 Locating a guest in a specified area of the hotel.
Cashier
 Receiving payment
 Balancing guest account
 Opening and maintaining the guest folios
 Recording all credit charges in guest folios
 Preparing bills at the time of check-out
 Handling credits/debit/charge cards for the settlement of a guest account
 Administer the safe deposit system
 Handling foreign currency
Door Attendant
 Open the doors of guests’ vehicles on their arrival in the hotel.
 Help bell boys in lifting luggage
 Open the hotels’ entrance door for guests.
 Coordinated with parking attendants for parking guests’ vehicles in the hotels’ parking area.  
Night Audit - Preparing the night audit report. Check-in and check-out guest who arrive or depart after 11:00 pm
 Checks front office accounting records for accuracy and, on a daily basis, summarizes and compiles information for the hotel's financial
records. Tracks room revenue, occupancy percentages, and other front office operating statistics.
 Prepares a summary of cash, check, and credit card activities, reflecting the hotel's financial performance for the day. Posts room charges
and room taxes to guest accounts including guest transactions not posted during the day by the front office cashier.
 Posts room charges and taxes to guest accounts.
 Processes guest charges voucher and credit card vouchers.
 Post charges to the guest accounts that have not been posted or were incurred on the night audit shift.
 Checks to see that all charges are assigned to the appropriate departments.
 To verify that all charges posted from the POS Software, SPA software had reached the correct guest folios and also not missing.
 Prints up and files reservations for the next business day.
 Verifies all account postings and balances.
 Verifies that room rates are correct and posts those rates to guest accounts.
 Monitors the current status of coupon, discount, and other promotional programs.
 Summarizes results of operations for management.
 Check figures, postings, and documents for accuracy. Record, store, access, and/or analyze computerized financial information
Concierge
- To serve as the guest liaison with both hotel and non-hotel attraction, facilities, services and activities.
- Develop a strong knowledge of the hotel’s facilities and services and of the surrounding community.
- Provide guests with directions to attractions or facilities in or outside the property.
- Provide guests with information about attractions, facilities, services and activities in or outside the property.
- Make guest reservation for air or other forms of transportation when requested obtain necessary itinerary and
tickets.
- Make guest reservations the theater and other forms of entertainment when requested; obtain necessary tickets
and provide directions to facilities.
- Organize special functions as directed by management.
- Arrange secretariat and other office service.
Reservation Agent
- Handling guaranteed and non-guaranteed reservation
- Up sell accommodation
- Prepared the expected arrival list and the expected departure list every day
- Prepared a guest folder and to keep the mails and messages of guest with reservation doc.
- Confidently provide the guests with accurate information regarding the hotel facilities, room rates, promotions and
room types available.
- Handle all special reservations, to include VIP
 
Telephone Operator/ PBX
- Processing all incoming and outgoing calls.
- Log all wake-up call on the system
- Answer questions about the hotel’s services and product
- Taking message
- Operating hotel paying system
- Direct incoming calls to the desired extension
 The star category to the hotels are given by the Committee called
“Hotel and Restaurant Approval and Classification Committee”
 
 1 star rating: the Bare Necessities
 A one-star hotel is simply a place to rest your head for the night.
Generally owned by a sole proprietor, these hotels offer modest
rooms with nothing more than a bed and bathroom. There are no
Classification of restaurants on-site, but there should be one within walking
the Hotel on the distance of the hotel.
 
Basis of Star  2-Star Rating: A Few Extras
System  Although similar to a one-star hotel, a two-star hotel is generally
part of a larger chain or franchise as opposed to being individually
owned. The accommodations are similar to a one-star hotels:
simple and basic. However, two-star hotel rooms include a
television and phone. Plus, these hotels typically offer an on-site
restaurant or dining area and daily housekeeping service. The front
desk at a two-star hotel is usually open 24 hours a day.
3-Star Rating: Moving on Up
 Three-star hotels are typically part of larger, more upscale hotel chains, such as Marriott, Radisson, and
Doubletree. These hotels are generally more stylish and comfortable than one and two-star hotels, and
they offer a wider range of services and amenities: a fitness center, a pool, business services, an on-site
restaurant, room service, conference rooms, and valet services.
4-Star Rating: Upscale Comfort
 Also known as superior hotels, four-star hotels are large, upscale establishments, fully staffed, and
complete with tons of extras. The spacious rooms are beautifully designed with premium furnishings
and include luxurious touches like lavish bedding and fine bath products.
 Four-star hotels offer loads of special services and amenities, including concierge services, fine dining,
multiple pools, and hot tubs, high-class fitness centers, bellhops, room service, valet parking, day spas,
and limousine services. 
5-Star Rating: Luxury setting
 Five-star hotels are the most luxurious hotels in the world. These fine establishments boast
extravagant lobbies, unparalleled service, and unequaled comfort. They resemble architectural works
of art, featuring cutting-edge interior design and opulent furnishings .
 - Phonetic alphabet is used to
ensure that the letters are clearly
Phonetic understood even when speech
Alphabet used
may be hard to hear. The
in Hotel and
Tourism phonetic alphabet is used in most
Industry areas of the travel and hospitality
industry.
Module 3:
Hotel Department
I. Objectives:
 Enumerate the department of hotel
 Discuss the responsibilities of every department
 Revenue Vs. Support Centers
Revenue Centers – those that sells goods or services to
guests, thereby generating revenue for the hotel
Support Centers – these do not generate direct revenue,
but provide important backing for the hotel’s revenue
Classification of centers
Functional Area:
Front of the House Vs. Back of the House
Front of the House – areas that involves guest and
employee interaction
Back of the House – areas where interaction between
guests and employees is less common
  The hotel is a highly complex operation where
several departments function, coordinate and
interact for a smooth day to day operations.
The Main
 In order to run the hotel as a functional unit,
Department there are several departments in a hotel which
in a Hotel work and coordinate together and the major
departments of the hotel are:
1. Front Office Department
- This department performs various functions like reservation, reception, registration, room assignment,
and settlement of bills of a resident guest and the front office department is considered as the nerve
centre of a hotel.
- The front-office staff welcome the guests, carry their luggage, help them register, give them their 
room keys and mail, answer questions about the activities in the hotel and surrounding area, and finally
check them out. In fact, the only direct contact most guests have with hotel employees, other than in
the restaurants, is with members of the front-office staff.
 
2. Housekeeping Department
- The housekeeping department is responsible for the cleanliness, maintenance, and aesthetic upkeep of
room, public area, back areas and surroundings in a hotel and for the immaculate care and upkeep of all
guest rooms and public spaces at all times.
- The staff in this area have an eye for detail and a commitment to the training, development and
motivation of a diverse group of talented employees. It is the service and cleanliness that really make an
impact on our guests and determine whether they will return and also recommend the hotel to others.
 
3. Food and Beverage Service Department
- This department looks after the service of food and drinks to guests. The Food which is made in the
Kitchen and Drinks prepared in the Bar to the Customers (Guest) at the Food & Beverage premises.
Some examples of the food and beverage outlets are Restaurants, Bars, Hotels, Airlines, Cruise Ships,
Trains, Companies, Schools, Colleges, Hospitals, Prisons, Takeaway etc.

4. Kitchen or Food Production Department

- All the food and beverages that are served to the hotel guest is prepared in the kitchen. Culinary
preparation, as an art and science in the modern kitchen, required more than just a knowledge of
food being prepared and the methods of preparation.
- It is through a knowledge of basic skills, terminology, and rules of the kitchen that a final goal,
preparation and service of quality is achieved in the hotel kitchen.
5. Engineering and Maintenance Department
- 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 etc. Also, it looks after the maintenance of all the
equipment, furniture and fixture installed in a hotel.
6. Accounts and Credits Department
- This department maintains all the financial transactions. Accounting departments typically handle a variety of
important tasks. Such tasks often include invoicing customers, accounts receivable monitoring and collections, 
account reconciliations, payables processing, consolidation of multiple entities under common ownership, 
budgeting, periodic financial reporting as well as financial analysis.
- Also common are setting up adequate internal controls for all business processes (to prevent
theft/misappropriation of assets), handling external audits and dealing with banks in order to obtain financing.
Taxes are sometimes handled by accounting departments in house, but this work is often contracted to outside tax
accountants.
7. Security Department
- The security department of a hotel 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.
 
8. HR Department
- Human Resource department is responsible for the acquisition, utilisation, training, and development of the
human resources of the hotel.
The role of the HR department also has to do with the administration of an impartial and internal justice system which
will promote transparency and openness in organisational communication. The Human resources department also
serves as a progressive voice in a common system and strives to ensure competitiveness in the conditions of service
for staff
9. Sales and Marketing Department
- The major role of the sales and marketing department is to bring business
and also to increase the sales of the hotel’s products and services is the
major task of the department.
10. Purchase Department
- The purchase department is responsible for procuring the inventories of all
the departments of the hotel.
 
11. Information Technology (IT)/ systems
- The information technology department is responsible for the day-to-day
support of IT system, business systems, office systems, computer networks,
and telephony systems throughout the hotel.
- Additional responsible for information technology issues, products and
services at the property. Provides user training and support of all
property/site systems. Network enhancements, hardware and software
support etc.
 
MODULE 4: Objective;
Role of Front Office Department with;

The Role of  Housekeeping department

Front Office  Food and Beverage department

 Account department
in Relation to  Sales and marketing department
 Security department
 Maintenance department
other  Sport and recreation Centre
Department  Customer service department
  Front office department is responsible for
communicating with all other departments in the hotel
as well as different sections within the department. To
get the front office jobs done successfully, the front
office staff members need to communicate with their
Importance of peers as well as the colleagues and subordinates.
Front Office  Within the department, the staff of front office
Communication communicate with each other to provide the best
possible guest services such as reserving
accommodations, registering guests, managing
accounts, handling guest mail, and personalized guest
services.
  Front office interacts with various
department since the guest inquire about
reservation through the entire guest
Interdepartmental cycle up to the guest’s departure.
Communication  To ensure guest stay is satisfactory or
their visit is a pleasant one, effective
interdepartmental communication is
vital.
1. The Role of Front Office Department with Housekeeping Department
 As room generates maximum revenue for hotels, the information about the room status should be updated correctly
and frequently.
 The front office department must closely coordinate on room status
 The housekeeping department prepares an occupancy report which is sent to the front office department
 The report must be tallied with room status records of front desk.
The Room Status Reports Help to;
 Update room status
 Find sleepers
 Know the exact house count
 Charge the guest if any person has occupied the room
 Coordinate the guest room charge
Security Concerns
 The housekeeping department should inform the front office about any unusual circumstances that may indicate a
violation of security for the hotel guests. 
Special Arrangement
 Guests may requests for additional or special amenities during their stay
 Front desk should be immediately conveyed to the housekeeping department.
2. The Role of Front Office Department with Food and Beverages Department
- The front office department inform the food and beverages department about the arrival and departure of the
guest.
- It help F&B department to plan their work schedule and staff requirement.
- It also notified the food and beverages department about special food arrangement and parties.
- Other than that, F&B department needs front office staff to provide information to guests about operating
hours, menu and location in the property.
 
3. The Role of Front Office Department with Accounting Department
- Accounting department is an important support department for the front office since a large number of
transaction with guests happen at the front desk every day.
- During the guest stay, they use hotel facilities such as bedrooms, restaurant, laundry and room service. Charge
will be made for the services and facilities that the guests uses. All transaction will be recorded by the cashier
at the front desk.
- The night auditor provides a daily summary of financial transactions to account department.
- It will helps accounting department to make budgets and to allocate resources for the current financial period.
- The front desk also provide the financial data for billing and maintenance of credit card ledgers.
 
4. The Role of Front Office Department with Sales and Marketing Department
- Front office can benefit from all the activities carried by sales and marketing and public relation because it can increase
their room sales.
- Marketing strategies made by the sales and marketing department depend on the guest history record by the front office.
The history record of frequent and corporate guest is needed so as to create an effective promotion approach to past and
potential guests.
- The sales and marketing executives may have to check the availability of rooms, 3 months, 6 months or even 12 months
in future to devise marketing strategies for off season period.
The front office department coordinate with sales and marketing department in terms of;
- Guest histories
- Room reservation records
- Current room availability status
- Group, corporate and crew bookings
- Setting the transient and bulk room sales.
 
5. The role of Front Office Department with Security Department
- Front office handles large amount of cash and guest assets. Security department provides protection for guests, hotel
staff and properties.
- The security department provides surveillance and access located near the front desk and guest rooms.
- Surveillance is normally done through hidden circuit camera and positioning security guards at various hotel entrances.
- Improved Security by the security department can reduce criminal threat from outside. The security staff will also handle
all criminal acts caused by the guest or staff.
 
6. The role of Front Office Department with Maintenance Department
- Front office department will handle various complaints from the guests and staffs of the hotel. Thus, front office department
and maintenance communicate on requests for maintenance service and room status.
- Maintenance is responsible for maintaining the appearance of the exterior and interior of the hotel and also responsible for
swimming pool sanitation.
- Front desk staffs are responsible to monitor the log book so that the problems will be review by the maintenance personnel.
 
7. The Role of Front Office Department with Sport and Recreation Centre
- Guest who wants to used sport and recreation facilities will makes booking to the front desk.
- Front desk will liaison sport and recreational department to inform the requests.
- Other than that, sport and recreation department needs front office staff to provide information to guests about operating
hours, sport and recreation facilities available and location in the property.
 
8. The Role of Front Office Department with Customer Service Department
- Normally, customer service department consist of concierge, bell desk and valet parking
- Concierge also will become a personal helper to the VIP
- Front Desk will inform concierge to handle about the guest request such theater, tpurs, entertainment, etc.
- Front Desk will communicate to bell desk to handle the guest luggage at the time of arrival and departure, escorting guests
to their rooms on arrival, posting the guest mail and etc.
- The parking garage manager/valet parking will prepared a daily report of parking service and send to front office
department for updating in guest account.