Basic Guest Needs

1
Basic Guest Needs

• Safety
• Security
• Cleanliness
• Comfort
• Courteous, professional, friendly service
• Well-maintained facilities and equipment

2
Revenue Centers for the Hotel

• Front office
• Food and beverage
• Room service
• Retail stores

3
Support Center for the Hotel

• Housekeeping
• Accounting
• Engineering and maintenance
• Human resources
• Security

4
Rooms Division Department

• Front office
• Reservations
• Communications
• Uniformed services
• Housekeeping
• Note In many mid-size and larger properties,
  reservations may be part of the sales department.

5
Front Office Functions

• Sell guestrooms
• Register guests
• Assign guestrooms
• Coordinate guest services
• Provide information
• Track room status information
• Monitor guest accounts/credit
• Produce guest account statements
• Complete financial settlement

6
Arranging Reservations

• Toll-free telephone numbers
• Direct telephone lines
• Hotel sales representatives
• Travel agencies
• Property-to-property networks
• Postal service
• Telex
• Fax
• Internet

7
Uniform Services Staff

• Bell attendants
• Door attendants
• Valet parking attendants
• Transportation personnel
• Concierge

8
Hotel Divisions

• Rooms
• Food and beverage
• Sales and marketing
• Accounting
• Engineering and maintenance
• Security
• Human resources

9
Job Description

• Evaluate job performance
• Train/retrain employees
• Avoid duplication of duties
• Ensure tasks are performed
• Determine staffing levels

10
Job Specification Factors

• Formal education
• Work experience
• General knowledge
• Previous training
• Physical skills
• Communication ability
• Equipment skills

11
Food Beverage Specifications

• Professional demeanor
• Congenial personality
• Helpful attitude
• Flexibility
• Well-groomed appearance
• FB Knowledge Service Skills