UNIT 6

Four Functional Areas of the Accommodation

Learning Objectives:
❑ Identify the four functional area within the
accommodation or lodging industry
❑ Describe their specific functions.

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 Four Functional Areas/Department
1. Front Office Department (FO) - (Front Office Manager-
FOM)
2. Food and Beverage Service – (F & B Manager)
3. Food and Beverage Production – Kitchen
(Executive Chef)
4. Housekeeping – (Executive Housekeeper)

Department of Hospitality & Tourism

 Four Functional Areas/Department
1. Front Office Department (FO) - (Front Office Manager-
FOM)
Sections of FO:
a. Front Desk
b. Uniformed Services Staff
a. Bell service
b. Doorman
c. Lobby Hostess
d. Valet Services
e. Concierge
c. Telecommunication (GSA)

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 Function of Front Office in a Hotel
1. Sell guestrooms, register guests, and assign guestroom
2. Coordinate guest services
3. Provide information about the hotel, the
surrounding community, and attractions or events
of interest to guests.
4. Maintain accurate room status information
5. Maintain guest accounts and monitor credit
6. Produce guest account statements, and complete
proper financial settlement

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 Section of FO:

a. Front Desk
▪ Check in (Registration) and Check
out (Cashiering)
▪ Block/assign rooms for guests before arrival
▪ Coordinate with other dept. such as: Housekeeping, bell
service, reservations
▪ Provide information about the hotel and facilities
▪ Provide accurate room status information
▪ Maintains guest accounts and settle bill accurately

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 b. Uniformed Service Staff

a. Bell service ( Bell Captain)

➢ Has the most frequent contact with the guests.
Its staff is very important part of the reception
process. The bellman usually works next to the
front desk.
o Greet incoming guests and escort
them to their rooms. (Rooming the
guest)
o Provide guests with baggage
handling and transport service
upon arrival and checkout.
o Deliver message or parcel to
guestrooms

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 b. Uniformed Service Staff
b. Doorman
o Welcome and greet guests upon opening the door
either car or hotel main entrance.
o Assist in uploading or loading the luggage.

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b. Uniformed Service Staff
c. Lobby Hosts/Hostesses
o Welcome and greet guests upon arrival/departure
o Escort guests to the Reception desk for check in or
registration.
o Provide welcome drinks

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 b. Uniformed Service Staff
d. Valet Parking Services
o Follow the procedures of parking and
retrieving the vehicles of the guests
respectfully and carefully
o Providing prompt and courteous support to
the guests while checking in or checking
out of the hotel.

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 b. Uniformed Services Staff
e. Concierge (for luxury hotel)
o Welcome guests upon entrance and confirm
reservation
o Act as the point of reference for guests who
need assistance or information and attend to
their wishes and requirements
o Understand guests needs and provide them
with personalized solutions by suggesting
activities and facilities provided by the hotel
o Acquire extensive knowledge of the premises
and the nearby venues and business to make
the most suitable recommendations.
o Arrange events, excursions, transportation etc.
upon request from hotel guests.
o Answer phone and make reservations

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 Section of FO:
c. Telecommunications (Guest Services Agent-GSA)
o Answer incoming calls
o Direct call to guest rooms, staff or departments
through switchboard or PBX system.
o Places outgoing calls
o Receive guest messages and deliver the same to
the guest.
o Logs all wake-up call requests and performs wake-
up call services
o Provides information about the hotel services to
guests
o Understand the telephone operator board or PBX
switchboard operations
o Provide paging services for hotel guests and
employees
o Follow telephone etiquette.

Department of Hospitality & Tourism

1. Front Office Department (FO) - (Front Office Manager-
FOM)
Sections of FO:
a. Front Desk
b. Uniformed Services Staff
a. Bell service
b. Doorman
c. Lobby Hostess
d. Valet Services
e. Concierge
c. Telecommunication (GSA)

Department of Hospitality & Tourism

2. Food and Beverage Service (F & B Manager
o Is a part of the service-oriented hospitality sector.
o It is a process of preparing, presenting and serving of food and
beverages to the customers through restaurants, food stalls
etc. This includes fresh, prepared foods as well as packaged
foods, and alcoholic and nonalcoholic drinks or beverages.

Department of Hospitality & Tourism

Food and Beverage outlets are divided into the
following categories:
a. Restaurant
b. Lounge
c. Bar
d. Nightclub/Discothe
que
e. Room Service
f. Banquet/Meeting
and Conference

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a. Various types of Restaurants:
❑ All Dining Restaurant- They are usually called as
Coffee Shop or Café in Hotels. They are usually in big
size with many Covers (seats), compared to other
restaurants in the same hotel. Open for breakfast,
Lunch and dinner.

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a. Various types of Restaurants:
❑ Fine Dining Restaurants- are characterized by their
elaborate and exclusive menu with special emphasis
on the very high quality of food they serve.

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a. Various types of Restaurants:
❑ Specialty Restaurants- which usually have a type of
National or Regional character or cuisine attached
to them, for example: Italian Specialty Restaurant.

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 Food and Beverage Outlets
b. Lounge- their main purpose is to offer Food and
Drinks in comfortable and cozy seating in relaxed
surroundings. There are many kinds of Lounges
ranging from a Lounge in a Lobby, Cocktail
Lounge, and Executive and Club Lounge on
Special Floors.

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Food and Beverage Outlets
C. Bar- where drinks are served with small/limited
snack menu. The service is fast and quick.

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Food and Beverage Outlets
d. Discotheque/Nightclub- Music and entertainment
takes the priority with the food and drink. Music
and entertainment range from DJ to live bands
playing.

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Food and Beverage Outlets
e. Room Service/In Room Dining- also known as In
Room Dining. Service of Food & Drink in Guest
Rooms in a Hotel or a Resort

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 Food and Beverage Outlets
f. Meeting and Conference Rooms- this is under the
Banquet & Conference Section. They are a great
source of revenue in Food and Beverage
Department usually in Corporate- MICE
(Meetings, Incentives and Conferences &
Exhibitions)

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 3. Food and Beverage Production -
Kitchen
F & B production/Kitchen – is responsible for the actual
preparation of food items, a process, in which raw materials are
cooked, combined and transformed to make a dish. Whereas F &
B service is responsible for the systematic service of food from
the hot or cold plates of kitchen to the customer’s tables as per
their choices or order.

Department of Hospitality & Tourism

 3. Food and Beverage Production -
Kitchen
Sections of the Kitchen:

a. Hot Kitchen
b.Cold Kitchen/Larder/garde manger
c. Pastry/bakery
d. Butchery
e. Vegetable section

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 3. Food and Beverage Production -
Kitchen
Sections of the Kitchen:
a. Hot Kitchen
Is where raw materials are
prepared and cooked,
whether baked, fried,
roasted, boiled or
steamed

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 3. Food and Beverage Production -
Kitchen
Sections of the Kitchen: b. Cold
Kitchen, Larder, Garde Manger
Is cool, well-ventilated area where cold
dishes such a salads, hors d’oevres,
appetizers, canapes, pates and terrine
are prepared and other foods are stored
under refrigeration.

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 3. Food and Beverage Production -
Kitchen
Sections of the Kitchen: c. Pastry/ bakery
Is responsible for making all bread
products, pastry products, cakes and
biscuits and any deserts used in the
hotel.

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 3. Food and Beverage Production -
Kitchen
Sections of the Kitchen: d. Butchery
Is responsible for preparing a variety of
cuts of meat, poultry, and fish.

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 3. Food and Beverage Production -
Kitchen
Sections of the Kitchen: e. Vegetable section
Responsible for preparing vegetables
such us cutting – mise en place.

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3. Food and Beverage Production -
Kitchen
Executive Chef

Sous Chef

Sauce chef Vegetable chef Roast chef Pastry Chef Grill Chef

Commis Commis Commis Commis Commis

Assistant Assistant Assistant Assistant Assistant

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 4. Housekeeping
Executive Housekeeper

Asst. Housekeeper

Floor Supervisor Public Area Linen Room Desk Supervisor

Supervisor Supervisor

Room Attendants Public Area Linen Room

Attendant Attendant

Housemen Housemen
Tailors

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 4. Housekeeping
Executive Housekeeper

Asst. Housekeeper

Floor Supervisor Public Area Linen Room Desk Supervisor

Supervisor Supervisor

Room Attendants Public Area Linen Room

Attendant Attendant

Housemen/Valet Housemen/Valet
Tailors

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 4. Housekeeping

➢ is responsible for the immaculate care

and upkeep of all guest rooms and
public spaces.
➢ deals essentially with cleanliness and
all ancillary service attached to that
like laundry, dry cleaning facilities for
guest clothes, shoe polishing facilities.

Department of Hospitality & Tourism

 4. Housekeeping
3 Major coverage areas of Housekeeping
1. Public Area – is composed of the hotel lobby area, front
desk reception area, restaurant & function rooms, lounge
areas, business center & boardrooms, health club facilities
and spa, hallways & elevators, comfort rooms, medical
clinic and offices.
2. FLOOR AREA – is composed of the guestroom, hallways,
housekeeping pantries, elevator lobby & floor back stairs
3. PERIMETER AREA – is composed of the parking area,
swimming pool area, garden area, perimeter sidewalk and
walk ways & drive thru pavements

Department of Hospitality & Tourism

 4. Housekeeping
3 Major coverage areas of Housekeeping
1. Public Area

Department of Hospitality & Tourism

 4. Housekeeping
3 Major coverage areas of Housekeeping
2. FLOOR AREA

Department of Hospitality & Tourism

 4. Housekeeping
3 Major coverage areas of Housekeeping
3.PERIMETER AREA

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 4. Housekeeping
Major Responsibilities of Housekeeping Department
• Maintaining of guestrooms, public areas, administrative
offices/back- of –the- house on a high standard of
cleanliness
• Washing the linens
• Providing amenities for the guestrooms and public areas
• Provide uniforms for the staff.

Department of Hospitality & Tourism

 4. Housekeeping
Is responsible to keep the following areas clean and tidy
• Guestrooms and Hallways (outside the rooms) (by Room
Attendants)
• Public and Perimeter areas such as: (by Pubic Area
Attendants)
- Lobby, Lifts, Hallways, Public CR’s
- Banquets and Conference Halls
- Parking Area
- Sales and Admin offices
- Garden

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 4. Housekeeping

• There are five sections in a large

establishment where there many rooms
and areas to be serviced namely:
a) guestroom/ floor area section,
b) public area section,
c) linen area section,
d) laundry area section
e) property custodian area section.

Department of Hospitality & Tourism