Hotel Divisions

1
Hotel Divisions Departments
2
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.

3
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

4
Food Beverage Dept.

• FB department could include
• restaurants,
• coffee shops,
• lounges,
• room service,
• banquets,
• meeting rooms,
• and catered meals.

5
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

6
Marketing Sales Division

• Size of marketing and sales division varies
  depending on the property.
• Primary activities are sales, convention,
  services, advertising, and public relations.

7
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.

8
Human Resources Division

• Helps other departments recruit and select
  employees
• Also administers benefits, handles complaints,
  ensures compliance with labour laws, and handles
  union issues

9
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.

10
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