CHAPTER 1
THE LODGING
OPERATIONS
OBJECTIVES
Discuss the organizational structure of lodging operations;
Enumerate the roles and responsibilities of each member
of the organizational structure;
Understand the importance of each member of the
organization to the success of the lodging operations;
Differentiate the categories of hotels based on the
following: Size, Location, Target market, and Star rating;
and
Differentiate the types of rooms in a lodging
establishment.
THE ORGANIZATION OF
A LODGING
ESTABLISHMENT
• Organizing is the process of structuring human
and physical resources in order to accomplish
organizational objectives.
• Lodging managers face a very challenging task of
creating an organizational structure that is
commited in providing quality service.
• Jobs, members, and the departments that make
up the organization must be aware of the
company's goal and objectives and must be
oriented that they have to help in achieving it
• Organizational structure depends on the size of
the lodging establishments. Lodging managers or
the General managers are responsible in
spearheading the creation of departments as well
as identifying the applicable designation of each
department available in the organization.
These departments may be grouped as:
1 Front of the house
2 Back of the house
3 Functional group
4 Administrative group
General Manager
Front Sales and
Accounting Housekeeping Security
Office Marketing
Figure 1. Department Structure for a Limited Service Hotel
General Manager
Rooms Food & Human Marketing Accounting
Beverage Resource & Sales
Front Office Controlling
Housekeeping Food Production Recruitment Finance
Security Food Service Benefits Purchasing
Engineering Room Service Training Audit
Stewarding Storeroom
Figure 2. Department Structure for a Full-Service Hotel
DIVISION OR
DEPARTMENT OF A
HOTEL
ROOM DIVISIONS/ROOM
DEPARTMENT
This department attends to the needs of the
guests, from their first contact and reservations
to check-out.
A. Front office - This department provides
personalized service which creates a morelasting
impression to the guests.
B. Housekeeping - Housekeeping is an
operational department of the hotel.
C. Security
D. Engineering and Maintenance
FOOD AND BEVERAGES
It represents a huge sector of services within the
hospitality industry that include preparing,
presenting, and serving food and beverages to
the customerson-premise or off-premise.
SALES AND MARKETING
It refers to the tools and
strategies set in place to promote
a hotel.
ACCOUNTING
It conducts all financial activities like
producing bills and receiving payments,
computing employees' compensations and
delivering payments.
INFORMATION TECHNOLOGY
(IT)
It is responsible for keeping
all of its equipment operational.
HUMAN RESOURCE
DEPARTMENT
A human resources ( HR) department
performs HR management functions,
such as finding, hiring, training, and
supporting new employees.
Members of the
Executive Committee
Heading the departments mentioned earlier are the
following:
GENERAL MANAGER (GM)
Ensures the proper functioning of a
property, directly influencing the
overall performance and strategic
results.
RESIDENT MANAGER (RM)
A manager who lives on the hotel property.
He/she is on-call any time of day or night and
his purpose is to to assist the General Manager
with the smooth and profitable running of the
hotel. Resident Managers are sometimes
General Managers who live on-site.
FOOD AND BEVERAGE
DIRECTORS
Responsible in coordinating all food
and beverage activities on a daily
basis.
EXECUTIVE HOUSEKEEPERS
Provides supervision and direction for all
Housekeeping activities of the hotel to
ensure the highest levels of cleanliness
and guest satisfaction are maintained.
DIRECTOR OF SECURITY
Responsible in ensuring safety and
security of the guests, employees and the
hotel property with the help of his team.
DIRECTOR OF SALES &
MARKETING
Responsible in planning and
implementing sales, marketing and
product development to ensure target
sales are achieved.
DIRECTOR OF HUMAN RESOURCES
Tasked in overseeing human relations system,
handling employee relations, ensuring compliance
with regulations, managing budgets, assessing
staffing needs, hiring employees, designing
training programs, and developing compensation
and benefits plans.
CHIEF ACCOUNTANT
Leads the finance department and
other related operations to manage
maximize profitability of the
property.
INFORMATION TECHNOLOGY
(IT) DIRECTOR
Responsible in daily support of IT systems,
business systems, office systems, computer
network, and telephone systems of the
entire hotel property.
Types of Hotels
The type of hotel helps the
management decide on the
organizational and departmental
structures of an establishment.
Hotel Types by Size
Hotels are categorized by the number
of rooms to which service is provided.
* Below 200 rooms
* Up to 200 rooms
* 200 to 399 rooms
* 400 to 700 rooms
* More than 700 rooms
Hotel Types by
Location
a. Airport Hotels
The guests in transit use them for short
stay. The hotel need not be connected
with the airport to be able to operate.
Sometimes, a shuttle is available to
transport guests from an airport hotel to
the airport itself and vice versa.
Examples: Remington Hotel, Belmont Hotel,
Remington Hotel Pasay
b. Boatels
A boat with sleeping accommodation
that is used as a hotel.
Examples: Boatels in Czech, Devolu in Paris,
Boatel Admiral in Prague
c. City Center
Hotels that are located in the heart of
the city, usually near commercial
areas.
Examples: Dusit Thani Manila, Fairmont Makati
d. Motel
These are small hotels usually located
along highways that provide lodging
and parking.
Examples: Victoria Court, Sogo Hotel
e. Floating Hotels
Hotels that are not located on solid
ground, but with the facilities and
services of that of a hotel
Examples: MS Allure of the Seas, Royal Princess
f. Resorts
A luxury facility that is intended
primarily for vacationers and is
usually located near special
Examples: Walt Disney World Resort (Orlando,
Florida), Banff Springs Hotel (Alberta, Canada)
Hotel Types by
Target Market
Airport hotels
Hotels that provide accommodation to
airline passengers or any guests with
cancelled or delayed flights.
Business hotel
Hotels that cater to guests whose
primary purpose of traveling is
business.
Bed and breakfast (B&B)
Small hotels that provides breakfast
meal in addition to accommodation to
transient guests.
Resorts
Accommodations that offer facilities such as
basketball and tennis courts, golf course,
fitness center, sailing, snorkeling, swimming
among others that originally target high-
income busy professionals who wish to spend
time away from city's noise and crowd.
Service Apartments
Accommodations that are normally
acquired by residential guests.
Hotel Types by
Star Rating
The star rating is system is used to classify
hotels according to their quality. This
helps the guests identify what type of
hotels they will be visiting and what kind
of services and amenities are available.
The more number of stars, the higher the
quality of the service and more guest
amenities and facilities are provided.
One rating
Bellhop service is not provided in small to
medium-sized hotels, offering basic
amenities like telephone and television in
guest rooms. Restaurants are within
walking distance, and public transportation
is available nearby.
Two ratings
A restaurant with a personal
atmosphere, conveniently located
near public transportation, offers a
convenient and affordable dining
experience for the public.
Three ratings
The hotel provides spacious
accommodations with room
service, a swimming pool, and a
restaurant, ensuring a comfortable
stay for guests.
Four ratings
The front desk at similar hotels offers
similar services, a formal appearance, and
excellent amenities. These hotels are
typically located in prime city areas,
offering well-furnished, clean rooms,
restaurants, valet parking, fitness centers,
concierge services, and pools.
Five ratings
Beautiful architecture offers a high degree
of personal service, providing the highest
level of accommodations. The stylish hotel
features sumptuous lobbies, high-quality
linens, televisions, bathtubs, and outdoor
views. 24/7 room service, valet service, and
concierge are also provided.
Types of Hotel
Rooms
Hotel rooms are classified based on the
number of occupants it can
accommodate, its size and the
furniture, fixtures and guest amenities
available.
Single Room
A room with the facility of single bed.
It is meant for single occupancy. Basic
facilities and amenities include
bathroom, single chair, table etc.
Double Room
It is intended for two people. Instead
of two single beds, it will have a
larger double bed intended for two
people, typically queen or king-sized.
35
a. King double room
b. Queen double room
Deluxe Room
This room consists of a king or queen-
size bed with various luxurious
amenities. This is normally suitable
for one small family.
Double-Double (Twin Double)
Room
This room provides two double beds
with separate headboards. It is ideal
for a family with two children below.
Twin Room
This type of room is similar to the double
room in that it is meant for two people,
but the only difference is that this room is
equipped with two single beds for two
occupancies, unlike the double room,
which is a single bed for two occupancies.
Hollywood twin room
Cabana
Studio
Lanai
Suite
a. Mini suite or junior suite
b. Penthouse suite
c. Presidential suite
THANK YOU
Presented By :
Bautista, Rose Marie Dacanay, Christina Shyne
Bernardo, Angela Diago, Keith Andrea
Cabalteja, Wendell Valdez, Xyryn Mae