MODULE 2:
HOTEL
MANAGEMENT
AND OPERATIONS
HOTEL MANAGEMENT
is a course of study that teaches
management principles that can be used in a
variety of settings including hotel
administration, marketing, housekeeping,
maintenance, food and beverage, and more.
Hotel management is solely focused on the
hotel industry with managerial positions in
hotels, housekeeping, and operations
management being the only job
opportunities.
LODGING OPERATIONS ORGANIZATINAL CHART
ROLES AND RESPONSIBILITIES OF DIFF DEPTS.
ENGINEERING
DEPARTMENT
The engineering department is in
charge of machinery repair and
maintenance, It also cares after the
upkeep of all of the hotel's equipment,
furniture and fixtures.
ROLES AND RESPONSIBILITIES OF DIFF DEPTS.
SECURITY DEPARTMENT
A hotel’s security department is in
charge of the building's general
security, as well as the security of in-
house guests, customers, daytime
users, and personnel, as well as their
possessions.
ROLES AND RESPONSIBILITIES OF DIFF DEPTS.
HUMAN RESOURCE
DEPARTMENT
The human resource department is in
charge of the hotel's human resource
acquisition, usage, training, and
development. It is responsible for
ensuring that al departments have
enough employees with the right skills
and abilities.
ROLES AND RESPONSIBILITIES OF DIFF DEPTS.
FOOD AND BEVERAGE
DEPARTMENT
In the kitchen, all of the food and
beverages offered to hotel guests are
prepared. The food and beverage
department is responsible for all the
cuisines offered by the hotel. This
department requires more than just an
understanding of the food being made
and the cooking methods.
ROLES AND RESPONSIBILITIES OF DIFF DEPTS.
SALES AND MARKETING
The sales and marketing department's
primary goal is to bring in new
business and raise the sales of the
hotel's products and services by
recommending smart ways to improve
and create profitable hotel products
and services.
ROLES AND RESPONSIBILITIES OF DIFF DEPTS.
ACCOUNTING
DEPARTMENT
The accounting department is the one
responsible for all financial
transactions of the hotel. It ensures
that every expense is recorded and
helps with the management decisions
when it comes to profitability and
strategic decisions.
ROLES AND RESPONSIBILITIES OF DIFF DEPTS.
ROOMS DIVISION
was tagged as the “nerve center” in a
hotel operation with strategic duty on
the hotel’s main product, the guests’
rooms.
The critical and decisive responsibility in
a hotel organization was assigned with
the Rooms Division Manager or the
Resident Manager.
COMPETENCIES OF A HOTEL MANAGER
A. HUMAN RELATION COMPETENCY
It serves as a link between human resources management and
the overall strategic plan of an organization.
B. STRATEGIC COMPETENCY
It equips people and organizations to take position and move in a
highly dynamic context that poses constantly changing
challenges to the realization of their aims.
COMPETENCIES OF A HOTEL MANAGER
According to a study conducted by general managers (GM) in
Thailand hotels, the
following are the six leadership competency components:
[Link]
[Link]/interpersonal skills
[Link] orientation
[Link] and implementation
[Link] building and ethics
[Link] skills
ROLE OF A HOTEL MANAGER
• A successful GM selects and trains the best people. A former GM of
Four Seasons hotel Chicago deliberately hired division heads who
knew more about the job for which they were hired than he did. the GM
sets the tone— a structure of excellence—and others try to match it.
• Once the structure is in place, each employee works to define the
hotel’s commitment to excellence. General managers need to
understand, empathize, and allow for the cultures of both guests and
employees.
• Progressive general managers empower associates to do anything
legal to delight the guest
PRODUCT KNOWLEDGE
This refers to an individual's knowledge of the basic products and
services offered by the hotel. This may include:
the number of rooms in the hotel/resort
• types of rooms
• Amenities
• prices/rates
• company profile
• Vision and mission
• Objectives
• Company culture
Basic product knowledge also includes:
revenue and cost centers; and the hotel operating cycle.
PHASES OF HOTEL OPERATIONS
1. PRE-ARRIVAL
PHASE
This is the phase wherein the
guests are inquiring regarding
the accommodation as well as
the booking phase. It involves
room reservation and answering
potential inquiries.
PHASES OF HOTEL OPERATIONS
2. ARRIVAL PHASE
The arrival phase is the phase
wherein guests arrive at the
accommodation. Most of the
time, they are greeted and
welcomed by the staff with big
smiles, help them carry their
luggage, assist them with their
rooms, and serve them welcome
drinks.
PHASES OF HOTEL OPERATIONS
3. INSTAY PHASE
This phase focuses on the
services performed during the
guests' stay. These involve
cleaning, maintaining, and other
housekeeping services as well as
the services on offered
amenities and activities
PHASES OF HOTEL OPERATIONS
4. DEPARTURE PHASE
this phase, the staff are tasked
to perform necessary
procedures upon the guests'
checkout, which include
checking of rooms, preparing
bills and other documents, and
assisting the guests on their
transportation transfers if
available
MODULE 2:
END