Lesson 2. A Hotel. Its Divisions and its Staff
A typical full-service hotel has four main operational divisions: administration, accommodation, food and beverage, engineering. Much the same departments can be found in every big hotel, but the actual details of organization may slightly differ.
Those parts of the hotel whose employees are in everyday contact with guests are sometimes called “front-of-the-house”, while departments whose staff are usually unseen by guests are called “back-of-the-house”.
Administration includes various departments responsible for management, sales, finance, accounting, marketing, PR and personnel.
Accommodation or room division consists of a reservation department, a front office, sometimes called a reception, a concierge or secretarial service, bell service and housekeeping. The Head Housekeeper is in charge of all chambermaids; however, housekeeping is not only about cleaning rooms, but also about keeping all public areas pleasant, clean, tidy and welcoming. Porters/doormen and bellboys also report to the Head Receptionist.
Food and beverage division is in charge of planning, preparation and serving meals and beverages in all dining rooms, bars and lounges. The Banquet department, which organises all functions in the hotel as well as catering service out of the hotel’s premises, is often a part of the food and beverage division, too
Engineering division is responsible for maintenance and security.
In all hotels the receptions office is the focal point. Receptionists are expected to be tactful, diplomatic and capable of dealing with members of the public as well as carrying out innumerable tasks that ensure the smooth and efficient running of the office.
Whether that office is a small centralized office of a medium-sized hotel, or the front office of a large hotel with clearly defined areas for advance reservations, cashier and billing, accounts, telephone and front desk reception, its function is to:
Sell accommodation.
Receive and welcome guests.
Check-in and register guests.
Check-out guests and deal with the settlement of their accounts.
Handle enquiries and complaints and provide information.
Deal with advance reservations.
Allocate rooms.
Chart all reservations.
Keep up-to-date minute records of room status.
Handle incoming and outgoing mail.
Deal with telephone communications.
Maintain good communications with all departments.
In the average-sized or small hotel these tasks could be centralized and dealt with by the brigade of receptionists in one office.
The Door Attendant is, as can be expected, in permanent attendance at the door. Whenever a taxi or private car stops in front of the hotel, he opens the door and helps the visitor out. In case of rain he will shelter the guest under a huge umbrella as far as the hall.
The Luggage Boy deals with the luggage. He takes all the pieces of luggage out of the taxi or car, places them on a luggage cart and carries them to the guest’s room after the guest has registered the reception office. When the guest checks out, the luggage boy will take the luggage down, upon instructions from the hall porter, and carry it to the car or taxi at the door.
The Bell-Boys, or Page-Boys, are the “Jacks-of-all-trades” of the hall. They run all sorts of errands for the visitors: deliver messages, buy newspapers, perfumes, medicines, or cigarettes, which they bring up to the rooms or to the lounge. Bell boys and page-boys are usually quite young people.
The Lift-Boys are in attendance in the lifts. They operate the lift either stopping at each floor when required, or first asking the guests to which floor they wish to go.
And every one is fully conscious that hotel work is team work and that he must play his part if the guests are to enjoy their stay ... and come again. Every job is important, whatever it is, and calls for responsible people to carry it out.