TRAVEL AND TOURISM
GRADE 10
17/05/2022
Department of a hotel
1. Front office department
Reception / Reservation / Guest Relation / Concierge / Communication
2. Housekeeping department
Room area / Public area / Laundry / Linen room
3. Kitchen department
Hot kitchen / Cold kitchen / Pastry / Butchery
4. Food and Beverage Department
Restaurant / Administrative / Conference / Banqueting
5. Accounts department
Finance / Purchasing / Cost control / Information Technology
6. Human Resource Department
Training / Employee Welfare / Recruitment
7. Quality Department
8. Engineering
9. Leisure and Recreation
Guest Cycle
1. Stage 1: Reservation
At the pre-arrival stage, the hotel must create a reservation record for all guests. This card is
personalized with details such as date, room type and meal plan
2. Stage 2: Registration
At arrival of guest at hotel, the guest completes a registration record. The registration card includes the
following:
Name / address / Tel no
 Passport no
 Any special needs
 Credit card details
 Guest signature
The receptionist is likely to be the person who first greets the guest on arrival at the hotel. Receptionist
being a front-line staff should possess a business-like appearance. The ability to speak a foreign
language is important to deal with international guests
3. Stage 3: Occupancy Stage
In this stage, the guest receives a wide range of hotel services. The guest purchases at different shops of
hotel, restaurant and bar are electronically transferred to the guest account. The final payment is done
at reception desk before check-out
4. Stage 4: Check out
At this stage, the guest leaves the hotel after making his payment. A proper check-out occurs when the
guest: - Vacates the room - Receives an accurate statement of bill and makes payment - Return room
keys - Leaves hotel