Hotel Management: Departments, Functions, and Best Practices
Approaches to Assess Development and Utility
1. Process or Operations Approach
Analyzes the administration from the standpoint of what the administrator does to deserve that name. Example: an organization chart.
2. Behavioral Approach
Focuses on the behavior of each individual in terms of their relationships with others and its effect on the administration.
3. Psychological Approach
Studies the social system, different cultures, and its effect on the administration, taking into account ethical considerations, the influence of the community, unions, etc.
4. Systematic Approach
Considers a system’s need for inputs to produce results.
5. Quantitative Approach
Expresses administration in numerical terms, resulting in definite answers to administrative problems.
Functions of the Administrator
- Plan
- Organize
- Lead
- Motivate
- Staffing
- Delegation
- Control
Hotel Revenue Streams
Different types of hotels generate revenue in various ways:
- Budget Hotels: Derive 100% of their income from rooms.
- Casino Hotels: Generate 60% from the casino, 20% from rooms, and 20% from services.
- Full-Service Hotels: Get 60% of revenue from rooms and the rest from food and beverage (F&B) and other services.
Housekeeping Department
This department has the largest number of employees on-site and is responsible for the cleanliness of the entire hotel, including rooms, corridors, offices, and common areas.
Functions
- Cleaning and Maintenance: Ensuring the cleanliness and upkeep of all areas.
- Personnel Training: Every hotel employee must be trained to interact with peers, other departments, and customers.
- Supplies and Equipment: Managing orders, storage, control, and re-ordering. The housekeeper, along with the controller, may establish a lifecycle pattern for the equipment used.
- Office Work: Maintaining all necessary reports, with a focus on accurate payment records due to the large number of employees.
Quality vs. Quantity of Work
If performance standards are high, requiring a high degree of quality, the quantity of work an employee can complete will be lower. Conversely, if standards are low, an employee can complete more work.
Inventory Levels
Ensuring employees have the necessary equipment and supplies to perform their duties is crucial. Inventory items are categorized as recyclable and non-recyclable.
Reservations Department
This department is responsible for capturing and handling reservation requests, working closely with the reception and housekeeping departments. They determine hotel availability, quote room rates, make and confirm reservations, and maintain accurate documentation.
Organization of the Department
Reservations Manager
- Controls and coordinates all reservations.
- Maintains control over the accuracy of information provided by booking agents.
- Monitors and controls supplier allotments (travel agencies) to ensure they do not exceed the contracted number of rooms in each category.
- Maintains cordial relationships with suppliers.
- Reviews and modifies room rates according to instructions from relevant departments.
- Ensures the accuracy of the computer center’s database.
- Ensures all booking requests are answered the same day.
- Ensures accuracy in the preparation of reports (forecasts, occupancy, etc.), paying special attention to market trends to prevent overbooking and build demand.
Booking Agent
- The primary objective is to sell rooms.
- Takes reservations and inputs them into the system.
- Keeps the computer center updated for accurate forecasting.
- Prepares departmental reports.
- Supports the reservations manager in their activities, including attending to suppliers and guests.
- Addresses guest suggestions and complaints regarding room assignments and reservations.
Other Functions of the Department
- Post deposit charges.
- Monitor room availability.
- Assist reception staff with check-in/check-out processes when necessary.
- Prepare the arrival list for reception.
Front Office Department
Organization of the Department
Front Office Manager
- Defines job functions.
- Participates in the recruitment process.
- Supervises the work of subordinates.
- Participates in daily meetings with other department heads.
- Prepares work schedules for reception staff.
- Checks the billing of guest accounts.
- Keeps employee training up-to-date.
Essential Qualities of a Front Office Manager:
- Planning Capacity
- Vision
- Good Human Resource Management
- Leadership
- Observation Skills
- Ability to Resolve Unforeseen Issues
Front Desk Supervisor
- Coordinates and supervises the work of reception staff.
- Ensures the achievement of total customer satisfaction.
- Keeps staff informed of activities and management arrangements.
- Ensures that the fees charged are correct.
- Supports staff in problem-solving.
- Checks to ensure that reports are correct.
Front Desk Clerk
- Welcomes guests.
- Sells and assigns rooms.
- Provides general hotel information.
- Handles guest check-in and check-out.
- Checks the room report completed by housekeeping.
- Manages guest arrivals and departures.
- Informs housekeeping of check-out rooms for cleaning.
- Manages room keys.
“Spoiled Children of Reception” (Items Requiring Special Attention)
- Room Keys
- Safety Deposit Boxes
- Guest Information
Safety and Security
“Safety” refers to current conditions in a work environment, while “Security” refers to the prevention of theft, fire, and other emergencies.
The departments with the highest risk of accidents are maintenance and housekeeping.
Hotel management must be knowledgeable about laws governing the work environment, including accident and medical insurance, utilities, etc.
Managers must train employees to recognize potentially dangerous situations.
Three Rules for a Safe Work Environment
- Take Adequate Time: No job is so urgent that it justifies unsafe and hasty practices.
- Correct Unsafe Conditions Immediately: Address hazards promptly.
- Do Things Right from the Start: Implement proper procedures and practices from the beginning.
Housekeeping and maintenance staff often perform heavy lifting, climb stairs, and use dangerous machinery and cleaning chemicals, all of which represent potential hazards.
Lifting
(Content missing regarding proper lifting techniques)
Stairs and Ladders
When selecting a ladder, inspect its condition, height, and base. Metal ladders should never be used near electrical equipment. They must be tall enough for the user to work without overreaching or being at an unsafe angle. The base should be positioned at least a quarter of the ladder’s height away from the wall. Never rely on windows or uneven surfaces for support.
Machinery
All employees must be trained and authorized to use machinery. They must be provided with the necessary protective equipment.
Tourist Visa and Passport Information
Tourist Visa
Allows individuals to visit a country for tourism purposes. Business activities and employment are prohibited. Visas are typically free and valid for 1 to 6 months.
Passport
An internationally valid document that identifies the holder, issued by a country’s authorities. It certifies the legal authorization to enter or leave a country through international ports.
Tourism
Encompasses the activities of persons traveling to and staying in places outside their usual environment for less than one consecutive year for leisure, business, or other reasons.