4. Revenue Center Dept
1. Sales and Marketing
2. Front Office
3. Food & Beverage
4. Gift shop
5. Business Center
5. Cost Centers / Support Centers
- Assist function of the revenue centers with
no direct income generation.
HRD
Purchasing
Accounting
Engineering
6. FRONT OF THE HOUSE
• refers to those departments or areas which are
accessible
and visible by guests.
- Front Desk
- Restaurant
- Concierge
- Bell services
Direct contact & interaction with guest
7. Back of the House
• refers to those departments or areas
which rarely have staff-to-guest
interactions.
• Kitchen
• House keeping
• Human Resource
11. ACTIVITY 2: Which department should handle the following situations?
ROOMS DIVISION FOOD & BEV
ENGINEERING SALES & MKTG
SECURITY ACCOUNTING
HUMAN RESOURCE
1. Guest’s missing watch in his room
2. A recent arrived guest who needs a room
3. A guest who wants to order to room service
4. A guest complaining about the room’s air condition that is not working
properly.
5. A hotel that is planning an event for club membership to attract more
business.
6. A hotel’s Gen.Manager needing to know the report on the hotel’s revenue
for the past 3 months.
7. Newly hired hotel personnel undergoing an orientation
13. Activity: Conflict between Front Office & House keeping.
Think about the ff. Situations and how they may lead to conflict
between the house keeping and front office.
Situations Possible Consequences
A VIP asking the front desk to change his
rooms for several times in one single day
A guest found out the room she just
checked in had no signs of cleaning by
room attendant
Too many walk ins requested for rooms
at 2:30 pm and not enough clean rooms
were available at the moment
A front desk clerk forgot to update and
In put the “DO NOT DISTURB” of a guest
In the morning