Rooms Division Department:
This department divides in two departments:
A) Front Office department:
Front Office Department is the "nerve centre" in all operations of
the hotel. All the transactions pass through this department. It acts
as the public face of the hotel, primarily by greeting hotel.
This department includes the following divisions:
- Reservation
- Reception
- Front office cashier
- Information
- Telephone operators
- Uniformed services
Activities of front office :
- At the pre-arrival stage, the hotel must create for every guest a
- reservation record.
- Accessing the number and types of rooms available, various rooms' rates.
- At the arrival stage members of the front-office staff welcome the guests, help them register, Assign a room type and a room
- rate for each guest, and give them their room keys.
- Providing assistance to guests during their stay, completing their accommodation, food and beverage accounts and receiving payment from guests.
- Supervising post, faxes, and the email of guests.
- Supervising safety deposit boxes of guests.
- Receiving and following complaints of guests
- Coordinating guest services.
- Answering questions about the activities in the hotel and surrounding area.
- Receiving an accurate settlement of the guest account.
- At departure (check-out) they should encourage guests to return to the hotel on any future date.
- Establishing guest history records at check-out [personal & financial information].
- Receiving and processing reservation requests for future.
- Managing incoming and outgoing correspondence.
B) Housekeeping department:
department is normally responsible for general cleanliness of the
building. In a hotel they tidy the rooms and change the sheets as
well as cleaning everything and using laundry facilities for both the
hotel and guests.
Any guest who stays at the hotel expects to find a tidy room, a
clean bathroom, and fresh bed sheets on his bed, he wants his
tablecloth in the restaurant to be ironed, and the lounges and
public areas to be clean, he expects his clothes to be washed and
ironed on time. Thus the supervisors must ensure that the guest
finds the cleanliness, comfort and the first class service.
B) Activities of Housekeeping department:
- Cleaning and tidying guests' rooms.
- Cleaning and tidying staff rooms.
- Cleaning and polishing bathrooms, taps, sinks, bathtubs and mirrors
- Vacuuming and washing floors and stairs.
- Cleaning public areas such as halls, restaurants, lobbies, and conference room .... etc
- Washing, cleaning, and ironing all the linen and furniture of the hotel.
- Washing, cleaning, and ironing the uniform of the staff.
- Washing, cleaning, and ironing guest clothes against sum of
- money add to his account.
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