Hotel Departments & Hotel terminology !

Summary

In this video, the presenter explains key hotel departments and terminology. The hotel is divided into 'front of the house' departments, such as the front office, food and beverage, housekeeping, and sales and marketing, all of which directly interact with customers. The 'back of the house' includes departments like accounting, human resources, and engineering, which provide essential support. The video also covers important hotel terms like ADR (Average Daily Rate), BAR (Best Available Rate), CRS (Central Reservation System), and SOP (Standard Operating Procedures), giving viewers a deeper understanding of the hotel industry.

Takeaways

• 😀 Hotels are divided into two main categories: 'Front of the House' and 'Back of the House'.
• 😀 Front of the House departments interact directly with guests, creating first impressions and generating revenue.
• 😀 The Front Office is the key department for room revenue, including roles like concierge, reservations, and telephone operators.
• 😀 Food and Beverage is the largest department by employee count and includes restaurants, bars, room service, and mini bars.
• 😀 Housekeeping ensures cleanliness and readiness of guest rooms, public areas, and provides amenities like towels and soap.
• 😀 Sales and Marketing focus on financial performance and developing strategies to increase hotel business and promote services.
• 😀 Back of the House departments provide administrative and support services, and do not interact directly with guests.
• 😀 Accounting tracks and verifies all hotel business transactions, ensuring financial accuracy.
• 😀 Human Resources recruits and supports the development of qualified employees for the hotel.
• 😀 Engineering is responsible for maintaining hotel facilities and equipment, including plumbing, lighting, and furniture repairs.

Q & A

What are the two main categories of hotel departments?

Hotel departments are divided into two main categories: the front of the house and the back of the house. The front of the house includes departments that interact directly with guests, while the back of the house supports the hotel operations without direct guest interaction.

What is the role of the front office in a hotel?

The front office is a key department responsible for managing room reservations, guest check-ins and check-outs, and maintaining room revenue. It plays a crucial role in managing customer interaction and ensuring smooth operations.

What does the food and beverage department include?

The food and beverage department includes all restaurants, bars, nightclubs, banquets, room service, mini-bars, coffee shops, and kitchens. It has the largest number of employees in the hotel.

What is the primary responsibility of housekeeping in a hotel?

Housekeeping is responsible for maintaining cleanliness across the property, including guest rooms, public areas, and the entire hotel. Their duties also involve preparing rooms for new arrivals and ensuring the provision of amenities such as soap and shampoo.

What does the sales and marketing department do in a hotel?

The sales and marketing department is responsible for developing strategies to increase hotel business, including room bookings, food and beverage sales, and event promotions. They also work to attract new customers.

What is the role of the accounting department in the back of the house?

The accounting department is responsible for tracking and verifying all financial transactions within the hotel. This includes both income and expenses, ensuring accurate financial reporting and business operations.

What is the function of the engineering department in a hotel?

The engineering department ensures the maintenance of the hotel’s facilities and equipment, such as the heating, cooling, plumbing, and lighting systems. They are also responsible for repairs and ensuring the safety of both guests and employees.

What is the average daily rate (ADR) in hotel terminology?

ADR (Average Daily Rate) is a financial indicator used to measure the performance of a hotel. It calculates the average revenue earned from each occupied room over a specific period.

What does BAR (Best Available Rate) mean in the hotel industry?

BAR refers to the Best Available Rate, which is the lowest price a hotel offers for a room on a given day. This rate is available for guests to book directly with the hotel.

What is the difference between Rack Rate and BAR?

The Rack Rate is the standard room rate without any discounts, and it represents the maximum price for a room before any promotions or special offers. BAR, on the other hand, is the best rate available on a given day, often lower than the Rack Rate.