Course Name : Human Resource
Dave D’souza - 2208
Management - 2
Martin D’souza - 2213
Batch : 2022-2025
Michola Travasso - 2215
FY BBA T&T
Riya Dabolkar - 2220
Term 3
Stephan D’silva - 2226
Group ISA
Syrus Enchimani - 2228
Group 01
FRONT DESK RECEPTIONIST

They are responsible for checking in and out guests, handling reservations,
managing room assignments, answering phone calls, and handling guest
inquiries.

The front desk is responsible for greeting guests, assigning rooms and
providing keys, managing guest accounts & collecting payments.

Resolving conflicts for guests and delegating guest service tasks to the hotel
staff.

They may also organise transport services for guests and inform them of
areas of interest nearby.
TRAINING PROGRAMME

Hotel Policies and Procedures: Understand the standard operating procedures related to guest services,
check-in and check-out, and room assignments

Reservation Management: Learn how to handle guest inquiries and bookings understand the hotel's
reservation system and room inventory management

Communication Skills: Develop customer service skills, such as greeting guests and handling complaints &
learn how to respond to guest needs in a friendly and professional manner

Safety and Security: Understand the hotel's safety and security protocols, including emergency procedures
and guest privacy

Cross-Departmental Training: Understand the roles and responsibilities of other hotel departments, such as
housekeeping, food and beverage, and maintenance
FOOD & BEVERAGE STAFF

Primary responsibility is to provide excellent customer service, serve food
and drinks, and maintain a clean and organized dining area

Roles may include waiters/waitresses, bartenders, hosts/hostesses, kitchen
staff, and managers

Ability to work well in a team, communication and interpersonal skills are
important

Knowledgeable about menu items and able to make recommendations to
customers.
TRAINING PROGRAMME

Cleaning Techniques: Train the staff on the proper cleaning techniques, including the use of cleaning agents,
equipment, and safety measures.

Room Preparation: Teach the staff how to prepare a room for guests, including making beds, organizing the
space, and ensuring the room is clean and tidy.

Guest Service: Teach the staff how to provide excellent guest service, including how to respond to guest
requests, handle complaints, and maintain a positive attitude.

Communication Skills: Train the staff on effective communication skills, including listening, speaking, and
non-verbal communication
HOUSEKEEPING STAFF

Housekeeping staff are responsible for maintaining cleanliness and order in
various types of establishments as well as restocking supplies in hotels

Their duties may include dusting, vacuuming, mopping floors, cleaning
bathrooms and kitchens, changing bed linens, and doing laundry.

They need to be physically fit and able to perform tasks that require bending,
lifting, and carrying heavy objects.

Good communication and customer service skills are important as
housekeeping staff may interact with guests on a regular basis.
TRAINING PROGRAMME

Customer service: Train staff on how to greet guests, handle complaints, and provide recommendations.

Food safety and hygiene: Food safety and hygiene is of utmost importance in the food and beverage
industry. Staff should be trained on topics such as proper hand washing techniques, food storage,
temperature control, and how to prevent cross-contamination.

Menu knowledge: Ensure staff are familiar with menu offerings, cuisines, cooking techniques, and food and
beverage pairings.

Communication and teamwork: Teach staff effective communication and teamwork to provide exceptional
service.
HOTEL CHEFS

A hotel chef is responsible for planning menus and creating dishes that
meet the needs and preferences of guests.

Hotel chefs are responsible for managing the kitchen and ensuring that all
food safety and sanitation guidelines are followed.

Ordering and managing inventory of food and supplies, ensuring that the
kitchen is well-stocked and adequately equipped.

They must also be able to control the costs to ensure that food service
operations are profitable.
TRAINING PROGRAMME

Introduction to kitchen equipment & tools: Trainees should learn about the different equipment and tools
used in the kitchen, their functions, and how to use and maintain them.

Food safety & sanitation: Trainees should be taught about the proper handling and storage of food, as well
as sanitation and safety practices to maintain a clean and safe kitchen environment.

Culinary techniques: Trainees should learn basic culinary techniques such as knife skills, sautéing, roasting,
braising, and baking.

Inventory management: Trainees should learn how to manage inventory, including ordering and storing
ingredients, tracking usage, and minimizing waste.
ACCOUNTING MANAGER

Managing the hotel's financial transactions, including accounts payable and
accounts receivable.

Creating and analyzing financial reports to help the hotel make informed
business decisions.

Preparing and managing the hotel's budget, including forecasting and tracking
expenses.

Ensuring compliance with financial regulations and laws, such as tax laws and
accounting standards.
TRAINING PROGRAMME

Overview of the hospitality industry and its financial aspects & understanding the role and responsibilities of
a hotel accounting manager.

Training on accounting software used in the hotel, such as QuickBooks, Xero, or other industry-specific
software.

Financial statement analysis, including balance sheets, income statements, and cash flow statements.

Inventory management, including purchasing, receiving, and storing goods.

Taxation and compliance requirements for the hospitality industry.

Revenue management strategies and tactics for hotel.
IT MANAGER

Managing and maintaining the hotel's IT infrastructure, including computer
systems, servers, network devices, and software applications.

Ensuring that all IT systems are secure, up-to-date, and functioning
properly.

Providing technical support to hotel staff and guests as needed.

Managing the hotel's website and social media presence.

Overseeing the installation and maintenance of hotel-specific software
systems, such as point-of-sale and property management systems.
TRAINING PROGRAMME

Overview of different hotel software applications and systems, including property management systems
(PMS), point-of-sale (POS) systems, and customer relationship management (CRM) tools.

Training on specific hardware and software systems used in the hotel, such as network configurations, servers,
and databases.

Cybersecurity training to ensure that the IT manager can identify and mitigate potential threats to the hotel's
data and systems.

Industry-specific training on emerging technologies, trends, and regulations related to the hospitality sector.
THANK YOU