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Basic Hotel Basic Hotel Operations & Operations & ManagementManagement

Kathleen A. RamosKathleen A. Ramos

September 20, 2008

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Hotel…and its functionsHotel…and its functions

““To provide To provide accommodation”accommodation”

HotelsHotels:

““An establishment An establishment which provides - for reward - which provides - for reward - accommodation, meals and accommodation, meals and other refreshments for other refreshments for travellers and in general for travellers and in general for temporary residents.”temporary residents.”

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Accommodation:Accommodation:

- means a place to stay, - means a place to stay, and especially a place in and especially a place in which to sleep, that is, a which to sleep, that is, a “lodging place”. In addition “lodging place”. In addition to a room in which to to a room in which to sleep, furniture – and sleep, furniture – and particularly a bed - will be particularly a bed - will be provided, as will provided, as will wash/bathing facilities and wash/bathing facilities and toilet facilities. toilet facilities.

Hotel…and its functionsHotel…and its functions

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Describing and Rating Describing and Rating HotelsHotels

Categorisation Categorisation - is the separation of hotels - is the separation of hotels according to according to tytypes.pes.

Ex: Resort hotel, mountain hotel, Ex: Resort hotel, mountain hotel, business hotel, beach hotelbusiness hotel, beach hotel

ClassificationClassification - is the separation of hotels - is the separation of hotels according to certain set according to certain set physical features, physical features, such as the number of bedrooms, and/or its such as the number of bedrooms, and/or its bedrooms with “en suite” (private) bedrooms with “en suite” (private) bathrooms, the numbers and sizes of public bathrooms, the numbers and sizes of public rooms, etc.rooms, etc.

Ex: inn, apartelle, serviced Ex: inn, apartelle, serviced

apartment, etcapartment, etc

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Describing and Rating HotelsDescribing and Rating Hotels

Star rating systemsStar rating systems - - are commonly are commonly devised and used, which might range from devised and used, which might range from the “award” of the “award” of “one star” “one star” up to up to “five “five star”star”;;

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HOTEL DEPARTMENTHOTEL DEPARTMENT

1. Front Office Department1. Front Office Department2. Housekeeping Department2. Housekeeping Department3. Security Department3. Security Department4. Engineering Department4. Engineering Department6. F & B Department6. F & B Department7. Administration or “Back of the 7. Administration or “Back of the

house”house”

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FRONT OFFICE DEPARTMENTFRONT OFFICE DEPARTMENT

- is the "nerve center" in the entire is the "nerve center" in the entire hotelhotel

operations. All the transaction passesoperations. All the transaction passesthrough within this department. through within this department. - is the public’s is the public’s main contact with main contact with the hotelthe hotel

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Roles & Responsibilities…Roles & Responsibilities…

♣♣ Check in / Check-out procedureCheck in / Check-out procedure

♣♣ Coordinate guest servicesCoordinate guest services

♣♣ Provide informationProvide information

♣♣ Maintain accurate room statistics, and Maintain accurate room statistics, and room key inventoriesroom key inventories

♣♣ Maintain guest account statements and Maintain guest account statements and complete proper financial settlements complete proper financial settlements

FRONT OFFICE DEPARTMENTFRONT OFFICE DEPARTMENT

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Department is typically composed of:Department is typically composed of:

a. Reception a. Reception b. Reservation b. Reservation c. Concierge c. Concierge d. Business Centerd. Business Centere. PABX or Telephonee. PABX or Telephone f. Bell Servicef. Bell Service

Front Office DepartmentFront Office Department

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Housekeeping DepartmentHousekeeping Department

The largest department in terms of The largest department in terms of people.people.

Sections:Sections: a. Public Areasa. Public Areas b. Floors b. Floors c. Linen Roomsc. Linen Rooms d. Laundryd. Laundry

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Security DepartmentSecurity Department

The responsibility includes:The responsibility includes:

a. Observing the security systema. Observing the security system

b. Observing of fire safetyb. Observing of fire safety

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Engineering DepartmentEngineering DepartmentThe role and responsibility includes:The role and responsibility includes:

- protection of the - protection of the building’s/owner’s building’s/owner’s

assets; assets; the structure the structure from the from the façade or façade or building building envelope, to the integrity of envelope, to the integrity of

the floors, walls, ceilings and all of the the floors, walls, ceilings and all of the furniture, fixtures, and equipment (FF&E) furniture, fixtures, and equipment (FF&E) contained therein. contained therein.

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F & B DepartmentF & B Department

constitutes the food service & outlets of constitutes the food service & outlets of the hotelthe hotel

Sections:Sections:

a. Restauranta. Restaurant

b. Room Serviceb. Room Service

c. Banquet & Catering Servicec. Banquet & Catering Service

d. Bartendingd. Bartending

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Administration DepartmentAdministration Department

- “Back of the house”- “Back of the house”

Comprises of:Comprises of:

a. Sales & Marketinga. Sales & Marketing

b. Accountingb. Accounting

c. Human Resource Development c. Human Resource Development

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THANK YOU!THANK YOU!