HOTEL
Rooms division
Food & Beverage
Sale & Marketing
Engineering
Accounting
Human Resources
ROOMS DIVISON
Front Office
Housekeeping
Security
FRONT OFFICE
Reservations
Reception
Concierge/ Man of the Town
Night Audit
Uniformed Service
Switchboard
Sell guest rooms Accept reservations; Handle walkins; Perform the registration process
Provide information on hotel services Concerning
internal hotel operations; About external events and
locations.
Coordinate guest services Liaison between
front and back-of-the-house areas Handle guest
problems and complaints.
Chart room status reports Coordinate room sales and
housekeeping: occupied status; On-change status,
out –of-order status.
Maintaining guest accounts
Construction of folio and account; Posting to folios
(updating); Supervision of credit levels;
Documentation of guest’s transactions.
Settlement of guest accounts Preparation of guest
statement; Reconciliation of folio Perform the
checkout procedure
Construct guest history file
Record the guest’s personal data for future
references
Reservation − It includes handling request of
customers for reserving accommodations.
Reception − It includes receiving the guests according
to the highest standards and registering them
appropriately. It also includes bidding the guests off.
Guest Services − They are also known as Uniformed
Services. It includes personalized guest services such
as
Handling guest luggage.
Handling guest mail.
Delivering newspapers in accommodations.
Paging the guest inside the hotel (locating the
guest in the hotel).
Arranging for a doctor in emergency.
Parking guest’s automobiles.
Arranging for reservations at the places of
entertainment outside the hotel.
Accounts − It mainly includes a front office
cashier and a Night Auditor. The cashier is
responsible for handling guest payments.
The night auditor performs the duties of front
desk reception as well as accounting partly during
the night shift. He needs to report to the heads of
both departments, front office, and accounting.
Communication − It involves handling
communication among various other
departments and guests of the hotel
Front Office Manager: directly supervises all
front office personnel and ensures proper
completion of all front office duties.
Assistant Front Office Manager: responsible
to assist the Frotn Office manager in his day to
day operations and also takes charge when
FOM is not available
Duty Manager: directly supervises the
reception, concierge, telephone, travel desk
and the bell desk
Guest Relations manager: Responsible for all
the geust relations related activities in the
hotel
Reservation Manager: Responsible for all
reservations related tasks
Front Desk Agent: registers guests, and
maintains room availability information
Cashier: maintains and settles geust folios,
and properly checks out guests
Night Auditor: controls the job of the accounts
receivable clerk, and prepares daily reports to
management.
Mail and Information clerk: takes messages,
provides directions to guests and maintains
mail.
Concierge: responsible to assist guests by
booking tours, making theater and restaurant
reservations.
Telephone operator: manages the
switchboard and coordiantes wake - up calls.
Reservation Agent: responds to reservation
requests and creates reservation records.
Uniformed Service: handles guest luggage,
escorts guests to their rooms,a nd assists
guests for any bit of information requested.
Hotel - An establishment that provides travelers with
paid accommodation and other guest services.
Depending on size, location, and amenities, hotels are
generally rated from one-star to five stars
Hostel - Ideal for budget travelers and backpackers, a
hostel is an inexpensive type of accommodation, usually
with shared bedrooms and communal facilities
Treehouse - Usually designed for recreational purposes,
a treehouse, or tree house, is a structure built or placed
among the branches of a tree
Motel - Originally designed for motorists, motels are
roadside hotels equipped with minimal amenities and
ample parking areas for motor vehicles.
Resort - Although a resort is primarily known as a
destination frequented by vacationers in search of
relaxation and entertainment, the term is also used to
describe a full service lodging establishment that offers
extensive guest services and recreational facilities
Bed and Breakfast - A Bed and Breakfast (B&B) is an
intimate, independently run lodging establishment,
where breakfast is included in the room rate Apartment
- Also known as flat (British), an apartment is a selfcontained accommodation unit housed in a building
containing a number of such units.
Ice Hotel - An ice hotel is a non-permanent hotel
constructed from ice and snow in areas with subfreezing temperatures.
Inn - A small establishment offering overnight
accommodation, food, and drink to travelers.
Cave Hotel - Cave hotels are exactly what the name
implies – hotels built into natural cave formations,
commonly with underground rooms
Eco Hotel - An eco-hotel is an environmentally friendly
accommodation aiming to promote sustainable tourism
and green living through the use of renewable energy
sources, recycled materials, and organic locally-sourced
produce.
Capsule Hotel - A big hit in Japan, the capsule hotel is a
unique type of hotel that usually provides cheap, basic
overnight accommodation in a number of teeny-tiny
functional rooms called “capsules”. Aparthotel - A smart
choice for long-term accommodation, aparthotels or
apartment hotels combine the comfort and
independence of a private apartment with the services
of a hotel.
Business Hotels: These hotels are the largest group of
hotel types and they primarily cater to business
travelers and usually located in downtown or business
districts.
Airport Hotels: These types of hotels typically target
business clientele, airline passengers with overnight
travel layovers or cancelled flights and airline crews or
staff.
Suite Hotels: These kinds of hotels are the latest trend
and the fastest growing segments of the hotel industry.
Such hotels have a living room and a separate bedroom
Extended Stay Hotels: Extended stay hotels are
somewhat similar to the suite hotels, but usually
offers kitchen amenities in the room. These kinds of
hotels are for long-stayers who want to stay more
than a week and does not want to spend on hotel
facilities.
Resort Hotels: Resort hotels are usually located in
the mountains, on an island, or in some other exotic
locations away from cities
Bed and Breakfast / Homestays: These are houses
with rooms converted into overnight facilities, this
can size up to 1 to 10 guest rooms. They are also
known as 'Home Stay's'. The owner of the B&B
usually stay on the premises and is responsible for
serving breakfast to the guest.
Casino Hotels: Hotels with gambling facilities are
called Casino Hotels.
Conference and Convention Centres: These types of
hotels focus on meeting and conferences and
overnight accommodation for meeting attendees
LEVEL OF SERVICES
World class service: These are also called luxury /
Five Start hotels, they target top business
executives, entertainment celebrities, high- ranking
political figures.
Mid-Range Service: Hotels offering mid-range or
otherwise 3 to 4-star hotels service appeal the
largest segment of the travelling public.
A. Single Room – single bed, one person
B. Twin Room – two single bed, 2 persons
C. Double Room – one double bed/matrimonial bed,
for two persons
D. ouble-double room – 2 double bed or queen beds
E. Triple Room - usually has 1 double bed and a roll
away bed or three single beds
F. Family Room – has at least 1 double bed, with 1 or
more single beds
G. g. King Room – has a king-size bed, occupied by 1
or 2 persons.
H. Connecting room- two or more rooms with
entrance doors from the outside and a door
between them
I. Suite room – with separate bedroom, living room
and a small kitchenette.
SINGLE BED – a bed approximately 36 inches by 75
inches.
DOUBLE BED – bed that can accommodate a couple
or two individuals. It is approximately 54 inches by
75 inches in size.
QUEEN BED – an extra-long, extra-wide bed, about
60 by 80 inches in size.
KING BED – an extra-long, extra-wide bed, about 78
inches by 80 inches.
ROLL-AWAY BED – a portable bed Room Statu