Introduction to Hospitality Industry (HR 11)

MODULE MATERIALS
List of Modules

No. MODULE
MODULE TITLE
CODE
The Global Competitiveness of the Hospitality
1. HR11-1
Industry
2 The Evolution of Tourism Industry HR11-2

3 Development of Hotel Business HR11-3

4 Organizational Set-up of a Hotel HR11-4

5 Different Departments of Rooms Divisions HR11-5

The Different Aspects of Hotel Operations through
6 HR11-6
an Immersion Program
7 The Evolution of Culinary Arts HR11-7

8 The Development of Restaurants HR11-8

9 Operation of Restaurants HR11-9

10 Managed Services from Food Services HR11-10

The Impact of Recreation/Leisure in the Hospitality
11 HR11-11
and Tourism Industry
The Relevance of Gaming Entertainment Industry in
12 HR11-12
the Hospitality Industry
The Importance of Meetings, Conventions, and
13 HR11-13
Expositions
The Importance of Human Resource in the
14 HR11-14
Hospitality Industry

Hotel and Restaurant Date Developed:

Services Bulacan Polytechnic July 2020 Page 32 of 74
College Date Revised:
Introduction to July 2020
Hospitality Industry Developed by:
HR11 Document No.: Ruel Renz S. Magno
Revision #:
90-HR 11 02
Aristotle D.Solijon
 MODULE CONTENT 5

COURSE TITLE: Introduction to Hospitality Industry (HR 11)

MODULE TITLE Different Departments of Rooms Divisions

NOMINAL DURATION: 3 HRS

SPECIFIC LEARNING OBJECTIVES:

At the end of this module you MUST be able to:
1. Illustrate hotel rooms division;
2. Enumerate and identify departments of rooms divisions;
3. Explain room’s division personnel and their job descriptions

TOPIC:
1. Hotel Rooms division
2. Sub-Departments of Rooms division
3. Functions of the Department
4. Rooms Division Personnel and their Job Description

ASSESSMENT METHOD/S:

Recitation
Written Exam
Activities/Research Work

REFERENCE/S:
• The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their
Secrets Book by Micah Solomon
• Communication in Tourism and Hospitality: Meeting the World in the
Workplace Paperback – November 1, 1997 by Lynn Van Der
Wagen (Author)

Hotel and Restaurant Date Developed:

Services Bulacan Polytechnic July 2020 Page 33 of 74
College Date Revised:
Introduction to July 2020
Hospitality Industry Developed by:
HR11 Document No.: Ruel Renz S. Magno
Revision #:
90-HR 11 02
Aristotle D.Solijon
 Information Sheet HR11-5
Different Departments of Rooms Divisions
(HR 11)

Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Illustrate hotel rooms division;
2. Enumerate and identify departments of rooms divisions;
3. Explain room’s division personnel and their job descriptions

Rooms Division

The room division manager is responsible to the general manager for the
efficient and effective leadership and operation of all the rooms’ division
departments. They include concerns such as the following:

• Financial responsibility for rooms division

• Employee satisfaction goals
• Guest satisfaction goal
• Guest services
• Guest relations
• Security
• Gift shop

The rooms division consists of the following departments:

• Front office
• Reservations
• Housekeeping
• Concierge
• Guest services
• Bell service
• Valet

a. Front Office

The front office is considered the hub or nerve center of the hotel. It is the
department that makes a first impression on the guest and one that that
guest relies on throughout his or her stay for information and service.

The front office operations consist of four primary activities that are known
in the lodging industry by the following terms:

1. Check-in

Check-in refers to a process by which people become guests in a

lodging establishment. Check-in takes place in a reception area or

Hotel and Restaurant Date Developed:

Services Bulacan Polytechnic July 2020 Page 34 of 74
College Date Revised:
Introduction to July 2020
Hospitality Industry Developed by:
HR11 Document No.: Ruel Renz S. Magno
Revision #:
90-HR 11 02
Aristotle D.Solijon
 front-desk. Here, guest register, are assigned accommodations and pick
up keys for these accommodations.

2. Information

The goal of the information activity in the hotel or motel is to serve the
special needs of guests and employees for information about:

• Guests
• Goods and services

3. Check-out

Check-out refers to a process by which guest terminate their status

as guests of a lodging establishment. The goal of check-out activity in
hotels, motels and other lodging operations is to accomplish this process.
During check-out guests surrender the keys, verify the accuracy of their
bills, and settle their accounts. Guest accounts may be settled in two basic
methods: by some form of cash or by credit card.

Front Office Manager

The front office manager is responsible for enhancing guest services by

constantly developing services to meet guests’ needs.

Responsibilities:

• Check night clerk report

• Review previous night’s occupancy
• Review previous night’s average rate
• Look over market mix
• Check complimentary rooms
• Verify group rooms to be picked up for the next thirty days.
• Review arrival and departures for the day
• Review the VIP list and prepare pre-registration
• Arrange pre-registration for all arrivals
• Attend rooms divisions and operations meeting
• Review arrivals and departures for the next day
• Make staffing adjustments needed for arrivals and departures
• Review scheduling(done weekly)
• Meet with lead GSAs(done daily)

Desk Clerk, Desk attendant, Receptionist or Rooms agent

Basic Functions:

The clerk handles rooming and cashiering duties

Hotel and Restaurant Date Developed:

Services Bulacan Polytechnic July 2020 Page 35 of 74
College Date Revised:
Introduction to July 2020
Hospitality Industry Developed by:
HR11 Document No.: Ruel Renz S. Magno
Revision #:
90-HR 11 02
Aristotle D.Solijon
 • Welcomes and registers arriving guests
• Presents statements and collect payment

Responsibilities:

• Displays a friendly and professional manner in all dealings with

guests, patrons, and other employees
• Welcomes and registers hotel guests with an emphasis on fulfilling
their requests
• Follows special handling and credit procedures
• Is familiar with room availability for current and future dates
• Maximizes revenue and guest satisfaction by means of selling
techniques
• Select and blocks rooms for arriving guests
• Preregisters individuals and groups
• Assists in escorting VIP and returns guests to their rooms
• Work closely with concierge staff to handle guest by telephone to
ensure satisfaction
• Check guest out according to set procedures
• Exchanges foreign currency
• Issues safety deposit boxes
• Post charges to guests accounts
• Reconciles all cashier transactions at the close shift
• Coordinates and follows up with other departments to handle guests
special requirements
• Handles and reports guests problems and complaints

Night Auditor

The night auditor waits until the hotel quiets down at about 1:00
AM and then begins the task of balancing the guests’ accounts
receivable. The other duties include the following:

• Post any charges that the evening shift was not able to post
• Pass discrepancies to shift managers in the morning
• Run back-up reports so if the computer system fails the hotel will
up to date information to operate a manual system
• Reconcile point of sale and PMS( Property Management System)
• Complete and distribute the daily report
• Determine areas of the hotel where theft could potentially occur

2. Reservations

The term reservation refers to an arrangement by which lodging

operators hold accommodations for guests who will be arriving at a later
time.

Goals of Reservation

Hotel and Restaurant Date Developed:

Services Bulacan Polytechnic July 2020 Page 36 of 74
College Date Revised:
Introduction to July 2020
Hospitality Industry Developed by:
HR11 Document No.: Ruel Renz S. Magno
Revision #:
90-HR 11 02
Aristotle D.Solijon
 1. To assure prospective guests that suitable accommodation will be
available to them at a specific price3 for a specific period
2. To ensure that the greatest number of rooms possible are occupied
each day and that the rates charged for those rooms are the highest
possible

Reservation originate from a variety of sources

1. Telephone to the same property

• Bullets
• Letter
• Cable

2. Corporate/1-800 numbers
3. Travel agents
4. The internet
5. Meeting planners
6. Tour operators
7. Referral from other company property
8. Airport Representatives
9. Walk-in

Types of Reservation:

1. Confirmed Reservation is a reservation made with sufficient time for

a confirmation slip to be returned to the client by mail or fax.
2. Guaranteed Reservation refers to a reservation where the client pays
for the first night prior to his or her arrival.
3. Regular Reservation or non- guaranteed Reservation is a type of
reservation not paid in advance and the room is held until a specified
time (usually 6 P.M) on the date of arrival.

Yield Management

Yield management is the process of allocating the right type of capacity to

the right kind of customers at the right price.

3. Telephone Exchange

The telephone exchange is the vital part of the smooth running of the
hotel, Guest often has their first contact with the hotel by telephone.

4. Guest Services/ Uniformed Services

The guest service department or uniformed staff is headed by a guest

services manager who may also happen to be the bell captain. The staff
consists of door attendants and bell persons and the concierge-
although in some hotels the concierge reports directly to the front office
manager. People in positions usually receive gratuities or tips from
guests for their services.

Hotel and Restaurant Date Developed:

Services Bulacan Polytechnic July 2020 Page 37 of 74
College Date Revised:
Introduction to July 2020
Hospitality Industry Developed by:
HR11 Document No.: Ruel Renz S. Magno
Revision #:
90-HR 11 02
Aristotle D.Solijon
 Door Attendants, Doorman or Door Person

Door attendants are the hotels’ unofficial greeters. Because they have
so much guest contact, they need a pleasant outgoing personality.

Responsibilities

• Greet guests at the hotel front door

• Assist in opening/closing automobile doors
• Remove luggage from the trunk
• Hailing taxis
• Keeping the hotel entrance clear of vehicles
• Give guests information about the hotel and the local area in a
courteous and friendly way

Bellman or Bellperson

Basic functions

• Handles guest’s luggage

• Escorts guests to their rooms
• Provide information on hotel services and room amenities
• Maintains the guest luggage storage area

5. Concierge

The concierge is a uniformed employee of the hotel who has her or his
separate desk in the lobby or on special concierge floors. The concierge
is a separate department from the front office room clerks and
cashiers.

6. Housekeeping

The Housekeeping department is responsible for the cleanliness,

appearance, and condition of the entire hotel.

Executive Housekeeper

Function

• Responsible for maintaining a smooth and efficient flow of

operations of the housekeeping department.
• See to it that housekeeping maintenance is carried out in
accordance with prescribed standards and policies.

Responsibilities

Hotel and Restaurant Date Developed:

Services Bulacan Polytechnic July 2020 Page 38 of 74
College Date Revised:
Introduction to July 2020
Hospitality Industry Developed by:
HR11 Document No.: Ruel Renz S. Magno
Revision #:
90-HR 11 02
Aristotle D.Solijon
 • Establish goals of his department; plan activities geared towards the
attainment of these objectives, and compare actual achievement
against goals;
• Prepare and submit the operation budget;
• Take corrective action for any problem affecting the operation in his
department; attend to customers’ complaints; coordinate with
department concerned for necessary action.

Checkers or Supervisors

Basic Function

• Direct and control rooms keeping activities

• Ensure conformity to prescribed rooms keeping standards and
policies

Responsibilities

• Conduct rounds and inspections to check the quality of room make-

up.
• Check and maintain per stock
• Check and thoroughness of room cleaners and efficiency of new
electronic devices.

Room Attendant

Basic Function

• Attend and upkeep of all guestroom and service areas assigned to

him/her.

Responsibilities:

• Look after the maintenance of cleanliness, orderliness, and

sanitation in his assigned guestrooms.
• Performs turndown service
• Attend to the needs and additional requests of guests.
• Reports and surrender all lost and found items to supervisor
• Assist in the inventory of guest supplies and linens

Laundry Personnel

Basic Function:

Responsible for washing and drying of guest laundry and hotel linens
such as bed sheets, pillowcases, towels, table cloths, and napkins.

7. Security/ Loss prevention

Hotel and Restaurant Date Developed:

Services Bulacan Polytechnic July 2020 Page 39 of 74
College Date Revised:
Introduction to July 2020
Hospitality Industry Developed by:
HR11 Document No.: Ruel Renz S. Magno
Revision #:
90-HR 11 02
Aristotle D.Solijon
The security division is responsible for maintaining security alarm systems
and implementing procedures aimed at protecting the personal property
of guests and employees and the hotel itself.

Security Officers

Responsibilities:

• Make regular rounds of the hotel premises including guest floors,

corridors, public and private function rooms parking area, and
offices
• Observe suspicious behavior and take appropriate action,
investigate incidents, and coordinate with local law enforcement
agencies.

Hotel and Restaurant Date Developed:

Services Bulacan Polytechnic July 2020 Page 40 of 74
College Date Revised:
Introduction to July 2020
Hospitality Industry Developed by:
HR11 Document No.: Ruel Renz S. Magno
Revision #:
90-HR 11 02
Aristotle D.Solijon