HOSPITALITY OPERATIONAL MANAGEMENT

1. Hospitality Operational
Management
Presented by: MARIANNE T. EVANGELISTA, MSHRM

2. • Hotel Management Operation
• Restaurant Operation
• Motel Operation
• Resort Operation
• Cruise Operation
• Meetings, Conventions and Special
Events Operation
• Global Gaming and Casino Operation
HOSPITALITY
INDUSTRY

3. INTRO TO
HOSPITALITY
INDUSTRY
• Industry that caters
the need of the
people such as: Hotel,
motels, inns, or such
businesses that
provides transitional
or short-term lodging,
comfort and leisure
for travelers, with or
without food.

4. • Provides an overview of the
management and operation of a
hotel. Management structure,
Human resources, and the
function of each department are
discussed.
HOTEL
MANAGEMENT
OPERATION

5. Major Functional Department
• Front Office
• Reservations
• Housekeeping
• Human Resource
• Engineering
• Sales Marketing and Catering
• Loss and Prevention / Security
• Night Audit
HOTEL
MANAGEMENT
OPERATION

6. • People in this department
are the one who gets up
close and personal with
the clients
• The person who provides
services such as: assisting
and accommodating the
guests and anticipate
their needs without being
told.
FRONT OFFICE

7. • The front office is comprised of 2 main
areas:
1.) FRONT DESK
2.) UNIFORM SERVICES.
• Each of these areas performs unique roles.
They report directly to the front office
manager
FRONT OFFICE
OPERATION

8. • Being one of the first (and often last)
points of contact with a hotel guest,
the front desk plays a big role in the
hotel.
• The front desk manages the in / out
flow of guests on daily basis. The
front desk is often called the “Hub”
or the “Command Center” of the
rooms division because so much
information is funneled through it.
FRONT DESK

9. • Uniform Services encompass the areas
within the front office other than the
front desk.
• Sometimes referred to as guests’
services, the areas within uniform
service include:
UNIFORM SERVICES

10. • Reservation process
is very important
since the room space
is the main product
that a hotel has to
sell.
• The act of taking
reservation is called
“SELLING ROOMS”
RESERVATIONS

11. • Maintenance of Guest
Reservations Data – Includes all
the important details about the
guest’s stay If the reservation is to be
guaranteed.
• Room Status Availability Reports
– Are forecasts of the number of
rooms of each type and in each rate
category that will be available on a
specified future date
ESSENTIAL
FUNCTION OF
RESERVATIONS

12. • Housekeeping Department are responsible for
the immaculate perfection of appearance of
the entire hotel.
• They are also responsible for the report on
the availability of the rooms for immediate
guest occupancy. As well as, the details of
potential house count (a report of the number
of guests registered in the hotel), security
concerns, and request for amenities (personal
toiletry items such as: shampoo, toothpaste,
mouthwash and etc.)
HOUSEKEEPING

13. • The food and beverage division is responsible
for all of the dining rooms, restaurant - bars,
bars, the galleys (kitchens), clean up and
provisions.
• The Food and Beverage Director runs this
department. The dining room manager, or
maitre d', takes care of seating
arrangements, service, and oversees the wait
staff for the main restaurant (dining room).
F & B DEPARTMENT

14. • The marketing and Sales Department relies
on the front office to provide data on
guest histories, details concerning each
guest’s visit.
• The guest history is a valuable resource for
marketing and a sale, which uses the guest
registration information to target marketing
campaigns, develop promotions, prepare
mailing labels, and select appropriate
advertising media.
SALES AND
MARKETING

15. • The engineering department is responsible for
maintenance service. Maintenance employees
must know the occupancy room status of a room
before attending to plumbing, heating, or air-
conditioning problems.
• The request from guests for the repair of
heating, ventilating, and air-conditioning units;
plumbing; televisions; and other room furnishings
are directed to the front desk. These requests
are then communicated to the maintenance
department.
ENGINEERING

16. • This department is responsible for
maintaining the guest safety and security.
• Fire safety measures and emergency
communication systems as well as
procedures for routine investigation of
guest security concerns require the
cooperation of these departments.
LOST AND
PREVENTION /
SECURITY

17. • The Night Audit Department of the front office,
as defined earlier, is the team that assumes the
role of reconciling a hotel’s daily activities and
transactions.
• This department compiles a series of reports and
data into a report called Night Audit Report
for management review.
• Because the hotel never stops operating, there
exists the need to determine at what point the
current day ends and the next day begins.
• Organizations that close at some point in the day
are able to easily establish a change in date.
NIGHT AUDIT

18. • The Night Audit performs many functions.
Depending on the hotel, the night team will:
– Verify daily hotel transactions
– Generate summary and statistical data for compiling into
the night audit report.
– Assume responsibility for certain front office functions,
such as front desk and PBX.
• In many cases, have its leader serve as the manager
on duty (MOD) in the absence of senior
management.
NIGHT AUDIT

19. • Human Resource Management (HRM) is the
function within an organization that focuses on
recruitment of, management of, and providing
direction for the people who work in the
organization. Human Resource Management can
also be performed by line managers.
• Human Resource Management is the organizational
function that deals with issues related to people
such as compensation, hiring, performance
management, organization development, safety,
wellness, benefits, employee motivation,
communication, administration, and training.
HUMAN RESOURCE

20. RECRUITMENT
• A process that aims to attract appropriately
qualified candidates for a particular
position from which it is possible and
practical to select and appoint a competent
person.
• This process can be done through
advertisement.
– Newspaper
– Radio
– Billboards
– Commercial

21. • Every Hotel requires hiring standards
to meet their own level of standards.
Here are the following example:
– Height
– Age
– Educational Attainment
– Communication Skills
– Pleasing Personality
– Work Experience
HIRING
STANDARDS

22. • Acquiring employees in the business
needs to follow certain procedures to
facilitate a better screening,
selection, and decision making for a
best-qualified applicant.
HIRING
PROCESS

23. • Preliminary Screening
–Application Blank /
Cover Letter
–Resume
–Initial Interview
HIRING
PROCESS

24. • Employment Tests
– Intelligence / Aptitude test
– Language Proficiency Test
– Arithmetic Ability Test
– Personality Test
– Skills and Manipulative Test – Sales
and Marketing
– Abstract Reasoning
HIRING
PROCESS

25. • Background and Reference
Check - Process where the Human
Resources Assistant are doing the
C.I. (Background check) about:
–Family Background
–Educational Background
–Character References on previous
employers
HIRING
PROCESS

26. • Employment’s (FINAL) Interview
– Tell something about your self?
– What are your strength and weaknesses?
– How do you see yourself 5,10 to 15 years
from now?
– What is your ideal job?
– What are your career goals?
– What is your edge over the other applicant?
– How much salary are you expecting to
receive if you get hired?
HIRING
PROCESS

27. • Selection Decision – A process
which involves the application of
appropriate techniques and methods
with the aim of selecting, appointing
and inducting a competent person or
persons.
– Comparison based on:
– Interview
– Exams
– Personality
HIRING
PROCESS

28. • The process where chosen applicants are called to
submit the necessary requirements
• Submission of Requirements
– 4 pcs. 1 X 1 picture
– 4 pcs. 2 X 2 picture
– NBI Clearance
– Baranggay Clearance
– Police Clearance
– Xerox copy of Birth Certificate
– Medical Certificate
– SSS, PHIC, PAG IBIG I.D.
– Transcript of Records
– Employment Certificate (Previous Employer)
– Clearance Certificate and etc.
PLACEMENT

29. • The HRM activity that introduces new
employees to the organization and to the ff.
 Employees
 New task
 Superiors
 Work groups
 Benefits
 Compensation (Salary Negotiation)
» Minimum
» Above Minimum
» Depending on work Experience
ORIENTATION

30. • Overtime pay
• Incentives
• Bonuses
• SSS
• PHIC
• PAGIBIG
• Dental
• Insurance and etc.
BENEFITS
INCLUDE:

31. • A process of making a worker
psychologically and socially adjusted
to the environment and culture of the
organization.
 MOCK Operations
 MOCK Department / Branch
INTEGRATION

32. • The process of improving worker
performance through the enhancement
of skills and the formation of a positive
attitude towards work
 Attending seminars
 Crash Courses
 On-the-job Training Experience
TRAINING

33. • Process where the HRM are assessing the
performance of each employee, which is
conducted yearly to give the appropriate
remarks and recommendations, salary
adjustments and promotion for a job well done.
1. Contractual Employee
2. Probationary Employee
3. Regular Employee
4. Promotion
5. Transfer
6. Demotion
EMPLOYEE
ASSESSMENT

34. • Contractual Employee – Employee not more
than 6 mos. Only when the employer renews the
contract. They cannot avail the company
benefits and incentives
• Probationary Employee – Employee who
undergo 6 mos. Period of training and
assessment. Which to be decided if he / she will
be regularized depending on his / her
performance.
• Regular Employee – Employee that serve more
than 6 mos. To the company. And candidate for
promotion depending on PAR.
EMPLOYEE
ASSESSMENT

35. • Promotion – upward or vertical movement of
employees in an organization from lower level jobs
to higher level jobs involving increase in duties and
responsibilities, higher pays and privileges.
• Transfer – Movement of employees from one job
to another on the same level in the organization
with more or less the same pay, privileges, duties
and responsibilities.
• Demotion – movement of an employee to a less
important job from a higher-level job in the
organization, which may or may not involve
reduction in pay, status, or privileges
EMPLOYEE
ASSESSMENT