1. HOTEL DEPARTMENTS

2. Classification of Hotel Department
1. Revenue center or cost center department
2. Front of the House and Back of the House

3. Hotel Department

4. Revenue Center Dept
1. Sales and Marketing
2. Front Office
3. Food & Beverage
4. Gift shop
5. Business Center

5. Cost Centers / Support Centers
- Assist function of the revenue centers with
no direct income generation.
HRD
Purchasing
Accounting
Engineering

6. FRONT OF THE HOUSE
• refers to those departments or areas which are
accessible
and visible by guests.
- Front Desk
- Restaurant
- Concierge
- Bell services
Direct contact & interaction with guest

7. Back of the House
• refers to those departments or areas
which rarely have staff-to-guest
interactions.
• Kitchen
• House keeping
• Human Resource

8. Activity:

9. Department Heads
1. Rooms Division – Resident Manager
2. Food & Bev – F & B Manager
3. Engineering – Chief Engineer
4. Accounting – Chief Accountant & Controller
5. Sale – Sales Director
6. HRD – Personnel Director

10. Organization Chart

11. ACTIVITY 2: Which department should handle the following situations?
ROOMS DIVISION FOOD & BEV
ENGINEERING SALES & MKTG
SECURITY ACCOUNTING
HUMAN RESOURCE
1. Guest’s missing watch in his room
2. A recent arrived guest who needs a room
3. A guest who wants to order to room service
4. A guest complaining about the room’s air condition that is not working
properly.
5. A hotel that is planning an event for club membership to attract more
business.
6. A hotel’s Gen.Manager needing to know the report on the hotel’s revenue
for the past 3 months.
7. Newly hired hotel personnel undergoing an orientation

12. Rooms Division
 Front Office
 Housekeeping
 Reservations
 Telephone
 Uniformed services/concierge

13. Activity: Conflict between Front Office & House keeping.
Think about the ff. Situations and how they may lead to conflict
between the house keeping and front office.
Situations Possible Consequences
A VIP asking the front desk to change his
rooms for several times in one single day
A guest found out the room she just
checked in had no signs of cleaning by
room attendant
Too many walk ins requested for rooms
at 2:30 pm and not enough clean rooms
were available at the moment
A front desk clerk forgot to update and
In put the “DO NOT DISTURB” of a guest
In the morning