The Main Departments

In a Hotel Or Resort
In order to run the Hotel as a functional unit, there are
several departments in a hotel which work and
coordinate together and the major departments of the
hotel are:

1. Front Office Department

2. Housekeeping Department

3. Food and Beverage Service Department

4. Kitchen or Food Production Department

5. Engineering and Maintenance Department

6. Accounts and Credits Department

7. Security Department

8. Human Resources (HR) Department

9. Sales and Marketing Department

10. Purchase Department

11. Information Technology (IT)

Definition
• The front office department is the most visible department in
a hotel.
• The focal point of activity within the front office is
the reception desk.

 The reception desk is usually the place in which guest make the first
impression of the hotel.
 It is as communication center of the hotel.
 It is the first and last point of guest contact with the hotel.
 It is also the communication center for the hotel operation.
 The reception desk includes front office cashier, information, and
registration section.
DUTIES RESPONSIBILITIES OF FRONT OFFICE STAFF
1. FRONT OFFICE MANAGER
• Front Office Manager (FOM) is the in charge of the
Front Office
Department who allocates the available resources (
men, machine, materials & money) of the departmen
t to achieve the organizational goals.
• The basic function of FOM is to supervise all the
Front Office personnel & to ensure the proper and

smooth operation of the department. FOM reports to 
the General Manager of the hotel.
Scope of job (Duties Responsibilities):

1. Directs & coordinates the activities of the FO department.

2. Perform the function of a link between the management &
front office employees.
3. Perform budgeting function.
4. Plan the present & future need of resources.
5. Schedules the tasks of the front office employees.
6. Evaluate the job performance of front office staff & fills
their appraisals.
7. Conduct training programs
 8. Resolve guest problems quickly, efficiently &
courteously.
9. Reviews all reports generated by all the sections,
included night auditors report.
10. Ensure all SOPs (Standard Operating Procedures) are
followed.
11. Maintain coordination & good communication with other
departments of the hotel.
12. Conduct regular staff meetings & staff briefing.
13. Resolve employee grievances.
2. RESERVATION ASSISTANT
 She/he processes the reservation requests that
reach the hotel by any mode.
 She/He should possess great sales man ship skills
by suggesting higher room categories, & also
selling otherhotel services like spas, restaurants
etc. to the guest.
 As we know the reservation section generates the
maximum revenue for the hotel, so reservation
assistant should understand, anticipate, &
influence consumer behavior in order to maximize
the profits
Scope of job (Duties Responsibilities):
1. To receive & process the reservation requests of future
guests.
2. To maintain reservation records by completing
reservation f orms, sending reservation confirmation
letters etc.
3. To process reservations from sales offices, other
departments of the hotel, travel agents, tour operators
etc.
4. To communicate the reservation information to the
reception.
5. To prepare expected arrival & expected departure
list everyday.
6. To prefill the GRC of expected arrivals for the next
day (using information collected at the time of
reservation from the reservation form), & send to
the reception.
3. RECEPTIONIST

 Is the first person to come in contact with

the guest at the time of their arrival.
 The basic function of a receptionist is to
receive guests and answer their queries.
Scope of job (Duties Responsibilities):
1. Greet the guest on their arrival.
2. Politely confirm the details of guests with
confirmed reservation.
3. Complete the registration formalities of the guest
with confirmed reservations.
4. Check the availability of rooms in case of walk
ins.
5. Assign rooms & call the bell boy to escort guests
to their rooms.
6. Use upselling techniques to sell expensive rooms & also
to promote other hotel services.
7. Coordinate room status updates with the house keeping
department.
8. Notifying housekeeping of all check outs, late check outs,
early check in, special requests.
9. Process guest check out requests.10. Post all the credit
charges to the guest folios (bills).
4. INFORMATION ASSISTANT

 provides information to the guest about the

hotel’s products & services, nearby food &
beverage outlets, places of tourist interest
in thecity & around, etc.
 She/he also handles guest mail, messages
& keys.
Scope of job (Duties Responsibilities):

1. Provide desired information to the guests.

2. Maintain information rack.
3. Handle guest mail.
4. Handle guest messages.
5. Guest room keys handling.
6. Coordinate guest room maintenancework with the
engineering & maintenance departments.
7. Assist in guest paging.
5. CASHIER

 During the stay in a hotel, guests may

perform various credit & debit transactions
with the hotel. At the time of departure,
guest settle his bill at cashier. It is essential
for the front office cashier is to keep the
guest folio updated by posting all credit &
debit transactions.
Scope of job (Duties Responsibilities):

1. Prepare guest bills and present the same for

settlement at the time of guest’s departure
2. Update guests’ credit transactions regularly.
3. Maintain & review guest weekly bills & check not to
exceed credit limit.
4. Obtain the house bank/ float (a fixed amount which
comprises currency &coins of different
denomination to carry out the day’s work) & keep it
balanced.
5. Transfer guest balances to other accounts, as required.
6. Handle V.P.O. (Visitor paid out).
7. Settle guest accounts by accepting cash, credit card,
travellers cheque, etc.
8. Check the authenticity of currency received.
9. Control safety lockers.
10. Exchange foreign currency according to the daily
exchange rate, in strict accordance with the rules &
regulation of BI (Bank of Indonesia).
6. TELEPHONE OPERATOR
Telephone operator hardly comes in direct contact
with the guest, but they play important role in
creating the image of the hotel in the minds of the
guests.
 The basic skills of the good telephone
operator include clarity & courteous in
their voice, attentiveness &object listening.
Scope of job (Duties Responsibilities):
1.  Answer all incoming calls.
2. Forward incoming calls to the desired
extension, which are routed through PBX
(Private automatic Branch Exchange).
3. Keep track of the guest telephone calls
& prepare their bills and post the same
to their folios.
4. Provide paging service for the guests & employees.
5. Log all the wake up calls on the system.
6. Answer the queries about the hotel’s services &
products.
7. Work as a communication hub during the emergencies
7. BELL BOY
 Bell boy transport the guest luggage at
the time of check-in & check-out.
 They also escort guest to their rooms
and familiarize them with the in-room
facilities and services.
Scope of job (Duties Responsibilities):
1. Handle the guest luggage, i.e.; transport the guest
luggage from lobby to the room at the time of
check-in, and from the room to the vehicle at the
time of departure.
2. Put the luggage tag at the time of guest arrival.
3. Escort guest to their rooms and familiarize them
with the use of in-house telephone directory &
functions of all the equipment & lighting installed
inthe room.
4. When collecting the luggage at the time of check-
out, take a thorough lookof the room to check any
loss or damage to the hotel property.
5. Keep the record of the lift luggage rooms.
6. Inform the front desk about the scanty baggage
guest at the time of check-in.
7. Perform errands/ sundry guest services like
posting of guest mails, makingpurchases from
outside the hotel premises like flowers etc.
8. Assist paging, process of locating the guest within
the hotel premises.
9. Distribution of newspapers to the guest rooms &
all departments of the hot
8. Executive Lounge Manager
 Executive Lounge Manager work area:
executive lounge, executive rooms.
 Ensure the highest satisfaction of guests
and staff according to service standards in
accordance with the provisions on the
executive floor and responsible for all
aspects of the executive on the executive
floor.
Scope of job (Duties Responsibilities):
1. Ensure that the schedule is well defined.
2. Ensure that reports and correspondence for
departments are metprecisely and thoroughly.
3. Ensure that guest data is always updated.
4. Supervise and order goods on the executive floor.
5. Assist in efficient team building with attention to welfare,
safety, training and staff development.
6. Carry out employee evaluations and review the overall
performance, discuss appeals and areas for
improvement.
7. Ensure that staff are adequately informed of the hotel's
policies regarding fire, health, benefits and security.
8. Study and evaluate operational and standard procedures
in the executive lounge and provide suggestions for
necessary changes.
9. Business Centre Supervisor
 Work area Business Center Supervisor:
business center area.
 Organize and directs all aspects of the
functioning of the business center to
achieve the highest satisfaction of the
guests.
Scope of job (Duties Responsibilities):
1. Supervise staff to ensure maximum guest
satisfaction through self-esteem and warm
and appropriate attention.
2. Organize and provide good direction for
overall as well as daily execution and
administration for all parts of the business
center.
3. Provides an assessment of the
performance, discipline and efficiency of all
employees under its supervision and
initiative to take action when necessary.
4. Continually controlling and analyzing, the
expenses of the department's daily
expenses to ensure that expenditures do
not exceed the budget.
10. Door Man/Door Girl
 Door Man / Door Girl work area: lobby, front lobby area.
 Door Man / Door Girl employment summary: welcome
guests by opening door of hotel door or lobby door.

Scope of job (Duties Responsibilities):

1. Welcoming and opening the guest car door.
2. Greet each guest who comes with a friendly and smile.
3. Greet and open the hotel lobby door for guests entering
or outside the lobby.
Guess the position!