THE HOSPITALITY INDUSTRYHOTEL DEPARTMENTS AND THEIR FUNCTIONS

Front Office• To sell and up-sell*

rooms• To maintain balanced

guest accounts• To offer services such

as handing mails, faxes, messages and hotel information

*sales technique whereby a seller induces the customer to purchase more expensive items

Reservations• Confirmed

reservationa reservation made with sufficient time for a confirmation slip including dates, type of room booked, number of guests ... (returned to the guests by mail or fax)

• Guaranteed reservation

The hotel will take the credit card number of the guest to ensure the payment of the room

Housekeeping• Leadership of people,

equipment, and supplies• Cleanliness and servicing

the guest rooms and public areas

• Operating the department according to financial guidelines prescribed by the general manager

• Keeping records of supplies and equipment to control inventory

Concierge• elevate a property’s

value and its image• provide the special

touch services• assist the guests with a

broad range of services, such as restaurant reservation, advice on local activities, tickets to shows or special requests.

Security• Security officers make regular

rounds of the hotel premises• Equipment includes two-way

radios, closed-circuit television cameras, smoke detectors, fire alarms and electronic key cards etc. which can provide the guest more safeguard.

• Safety procedures are some guidelines for the staff and the guests to ensure their safety

• Identification procedure is to offer identification cards with photographs to all employees.

Communication• Manage the in-house

communication, guest communication and also the emergency center by CBX or PBX technologies.

The call billing system will charge the customer if the customer makes a long-distance call placed from the guest room.

CommunityThe community manager• is the voice of the brand

online• is the person who is going

to represent the hotel on all the social media channels

• is the one who will be communicating with guests (and potential guests)

• is tasked with growing the property’s community each day

Food and Beverage• Quick Service • Table Service • Specialty Restaurants• Coffee Shops• Bars• Lounges• Clubs• Banquets• Catering Functions • Weddings, Birthdays…• Room Service

Other Departments• Sales & Marketing • Accounting• Engineering and

Maintenance • Human Resources• …