Hotel Divisions & Departments

Departments in Rooms Division

• Front Office is responsible for guest registration and check-out. It includes mail and information services, cashiers (or front desk agents) and concierge services.

• Telecommunications department contains all of the staff responsible for running the switchboard.

• Reservations staff members make reservations for guests, keep records, and make forecasts.

• Uniformed service department includes parking attendants, door attendants, porters, limousine drivers, and bell staff.

• Housekeeping contains all of the employees needed to clean rooms for guests and public areas. Employees may include room attendants, assistants, inspectors, housepersons (also known as public space cleaners), and laundry managers and workers.

What I Did on My Summer Vacation

• Write a one paragraph report on your stay at a hotel.

• Include:– What type of property it was

– How you would classify the service level

– How many of the hotel departments you came into contact with during your stay

– Describe the experience

Food & Beverage Dept.

• F&B department could include:– restaurants,

– coffee shops,

– lounges,

– room service,

– banquets,

– meeting rooms,

– and catered meals.

Engineering & Maintenance Department

• Responsible for maintaining the appearance of the interior and exterior of the property and keeping all of its equipment operational

• Four main activities include:– Regular maintenance– Emergency work– Preventive maintenance– Special project assignments

Marketing & Sales Division

• Size of marketing and sales division varies depending on the property.

• Primary activities are sales, convention, services, advertising, and public relations.

Accounting Division

• Handles all of the financial activities of the hotel

• Responsibilities include: paying bills, sending out statements and receiving payments, computing payroll information and writing payroll cheques, accumulating operating data, compiling the monthly income statements, depositing cash, securing cash, and controlling and monitoring assets.

Human Resources Division

• Helps other departments recruit and select employees

• Also administers benefits, handles complaints, ensures compliance with labour laws, and handles union issues

Security Department

• Looks different in each hotel

• Some properties may outsource all of the security functions

• Other properties may have a security manager and security officers.

Assignments

• Read pages 20-24

• Apply Your Learning 1.5

• Workbook – Do You Remember? 1.5

– Putting the Pieces Together 1.5

– Building Your Vocabulary 1.5