Lesson 2: Fundamentals in Lodging Operations
問題一覧
1
Two Parts of departments
Operational Department
2
Nerve center of our Hotel
Front Office
3
Different Section of Front office
Front Desk
4
Front Desk
Reception
5
Back Office
Reservation Desk
6
•To provide Food & Beverage facilities to the guest. // For groups, conferences, meetings, theme parties etc.
Food and Beverage Department
7
Different sectors of Food and Beverage
Restaurant
8
•To take care of the cleanliness of rooms, and the hotel building and its furniture and furnishings.
•To maintain the linen room for maintenance of room linen, restaurant's linen etc.
•To maintain the gardening work of hotel.
•To maintain guest laundry facility for room guest.
•To maintain staff laundry facility for staff of hotel.
Housekeeping department
9
Different sections of Housekeeping department
Linen rooms
10
•Provide various type of dishes to the guest as per the menu.
•Provide food for various buffet or banquet parties.
•Provide food to the staff of hotel.
•Prepare different type of dishes for special occasion.
Food Production (Kitchen)
11
•Maintain all the equipment s placed inside or related with the hotel.
•Responsible for smooth supply of electricity, water, and smooth function of air conditioning unit.
•Responsible for AMC of important and expensive equipment.
•Maintain all the furniture and fixtures of rooms and other area of hotel.
Maintenance Department
12
•Preparation of budget and allocation of revenue and expenditure for various department
•Maintain all account related books as accordance to the government rules and regulations.
•Preparation of balance sheet of the company.
•Liaising with government offices for tax and revenue related matters.
•Collection of revenue from guests, companies etc.
•Giving salaries to employees.
•To keep check on the food and beverage cost.
•To keep check on the purchase and sale of alcoholic beverages for the property.
•Keep the account of revenue generated and expenditure under various heads for each department.
Accounting Department
13
•Recruitment and selection of employee for hotel as per requirement.
•Training and development of employee
•Maintenance of attendance records, leave records etc.
•Maintenance of personal file for each employee with all details, for the purpose of periodically appraisal.
Human Resource Department
14
•Maintenance of the property management system of the hotel.
•Maintenance of various aspects of internet and its related matters, •Generation various relevant electronic data as per requirement of hotel.
•Maintenance of all computer units hired or purchased by hotel and its relevant software.
IT Department
15
•Responsible for safety and security of guests and employees of hotel.
•Keep check on theft cases of hotel.
•Cooperate with staff for fire exit procedure.
•Keep record of received materials and dispatched materials of or for the property.
•Keep record of movement of fixed assets of property.
•Keep check on unauthorized entry of people.
Security Department
16
•Purchase materials from the market as per requirement of various department of hotel.
•Purchase all types of equipment and materials for hotel.
•Liaison with different companies or vendor for supply of perishable or non-perishable
goods.
•Liaison with different dealers for provision of non-vegetarian items (chicken, mutton, fish, beef, etc.)
•Store all the purchased items properly as per basic rule (F.I.F.O.).
•Issue the material to the user department of hotel after making proper record.
•Maintain the smooth flow of perishable and non-perishable goods for the department.
Purchasing and Store Department
17
•Sell the room nights and various conferences facilities to various clientele.
•Sell the room nights to individual guest for holiday purpose.
•Take the brand image of hotel in the market.
•Act as an agent for hotel and provide various information of changes and updating.
Sales and Marketing Department
18
•Comprehensive plan by a hotel owner to define departmental activities and responsibilities.
•Brings orders to every aspect of hotel operation from the front desk and room service to the human resources department
hotel organizational structure
19
Necessary to implement standard operating procedures and actions as well as handling day-to-day operations
Hotel management
20
senior person in an office environment and accountable for maintaining a professional work environment, staff supervision, and administrative support. They shoulder a variety of responsibilities, often at the discretion of the company owner.
Front Office Manager
21
in charge of overseeing and directing the cleaning activities for a business or hotel. The work schedules are prepared and planned in advance by the executive housekeeper, and the executive housekeeper handles customer service and complaints as well.
Housekeeping Manager
22
responsible for the operations of a restaurant. They are responsible for ensuring that all of the food and drinks are of the highest quality.
•Designing unique menus, handling customer complaints, creating company policies, and complying with food and safety regulations.
Food & Beverage Manager
23
Oversee the daily food preparation at restaurants and other places where food is served. They direct kitchen staff and handle any food-related concerns.
Kitchen Manager
24
responsible for keeping the hotel maintained and fixing any errors that are needed. This can include putting in new carpets in guest rooms, repairing holes in walls, changing settings on cooling and heating equipment, putting new light bulbs in the hotel's outdoor lamps and performing general cleaning tasks inside and outside the hotel's building.
•duties and responsibilities include repainting walls, fixing broken furniture, fixing minor electrical issues and making faucets stop leaking.
Hotel Maintenance
25
Oversees the accounting functions that includes ensuring of timely and accurate reporting of financial forecasting, and working as part of the hotel's executive management.
Hotel accountant
26
oversee the daily operation of the Human Resources office.
Responsible for areas of Recruiting, Employee Relations, Benefits, Events, Workers Compensation and other employee-related tasks.
Human Resource Manager
27
responsible for the day-to-day support of all IT systems, business systems, office systems, computer networks, and telephony systems throughout the hotel / resort.
IT Manager
28
•Provides an effective service by answering emergency and highly priority telephone calls, as efficiently and quickly as possible.
•Also obtain and record information, assesses the level of any hotel information and responses appropriate action properly.
Hotel Communication Officer
29
help protect guests and their valuables, as well as fellow hotel employees.
Typically, hotel security guards do not carry firearms, although there might be weapons on the premises they can access if required.
Hotel Security Guard
30
•responsible for ordering inventory, supplies, equipment and services for all departments and divisions.
•responsible for securing the best price for all purchases without jeopardizing quality. The hotel purchaser is responsible for generating and submitting purchase orders in accordance with the company policies and procedures.
Hotel Purchaser
31
Combines both strategy and sales elements for dynamic leadership role that implements revenue generating plans with coordinated sales efforts. This can include responsibilities with product development, picking strategy and product distribution.
Sales and Marketing
32
Top 10 Qualities of a Great Hospitality Employee
Dedication
33
Front Office
Section used for check-in process of the guest.
Reception
34
Front Office
this section is used for providing various information to in-house guest.
Information
35
Front Office
•this section is used for checkout process of the guest.
Cashier Desk
36
Front Office
•This section is used for collecting guest feedback and maintenance of guest history.
Guest relation desk
37
Front Office
•This section is used for assistance of guest during check-in and checkout process.
Bell desk
38
Front Office
•This section is used for assistance of guest for arranging vehicles for guest movements and for making train/ airplane reservation.
Travel Desk
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8問 • 1年前問題一覧
1
Two Parts of departments
Operational Department
2
Nerve center of our Hotel
Front Office
3
Different Section of Front office
Front Desk
4
Front Desk
Reception
5
Back Office
Reservation Desk
6
•To provide Food & Beverage facilities to the guest. // For groups, conferences, meetings, theme parties etc.
Food and Beverage Department
7
Different sectors of Food and Beverage
Restaurant
8
•To take care of the cleanliness of rooms, and the hotel building and its furniture and furnishings.
•To maintain the linen room for maintenance of room linen, restaurant's linen etc.
•To maintain the gardening work of hotel.
•To maintain guest laundry facility for room guest.
•To maintain staff laundry facility for staff of hotel.
Housekeeping department
9
Different sections of Housekeeping department
Linen rooms
10
•Provide various type of dishes to the guest as per the menu.
•Provide food for various buffet or banquet parties.
•Provide food to the staff of hotel.
•Prepare different type of dishes for special occasion.
Food Production (Kitchen)
11
•Maintain all the equipment s placed inside or related with the hotel.
•Responsible for smooth supply of electricity, water, and smooth function of air conditioning unit.
•Responsible for AMC of important and expensive equipment.
•Maintain all the furniture and fixtures of rooms and other area of hotel.
Maintenance Department
12
•Preparation of budget and allocation of revenue and expenditure for various department
•Maintain all account related books as accordance to the government rules and regulations.
•Preparation of balance sheet of the company.
•Liaising with government offices for tax and revenue related matters.
•Collection of revenue from guests, companies etc.
•Giving salaries to employees.
•To keep check on the food and beverage cost.
•To keep check on the purchase and sale of alcoholic beverages for the property.
•Keep the account of revenue generated and expenditure under various heads for each department.
Accounting Department
13
•Recruitment and selection of employee for hotel as per requirement.
•Training and development of employee
•Maintenance of attendance records, leave records etc.
•Maintenance of personal file for each employee with all details, for the purpose of periodically appraisal.
Human Resource Department
14
•Maintenance of the property management system of the hotel.
•Maintenance of various aspects of internet and its related matters, •Generation various relevant electronic data as per requirement of hotel.
•Maintenance of all computer units hired or purchased by hotel and its relevant software.
IT Department
15
•Responsible for safety and security of guests and employees of hotel.
•Keep check on theft cases of hotel.
•Cooperate with staff for fire exit procedure.
•Keep record of received materials and dispatched materials of or for the property.
•Keep record of movement of fixed assets of property.
•Keep check on unauthorized entry of people.
Security Department
16
•Purchase materials from the market as per requirement of various department of hotel.
•Purchase all types of equipment and materials for hotel.
•Liaison with different companies or vendor for supply of perishable or non-perishable
goods.
•Liaison with different dealers for provision of non-vegetarian items (chicken, mutton, fish, beef, etc.)
•Store all the purchased items properly as per basic rule (F.I.F.O.).
•Issue the material to the user department of hotel after making proper record.
•Maintain the smooth flow of perishable and non-perishable goods for the department.
Purchasing and Store Department
17
•Sell the room nights and various conferences facilities to various clientele.
•Sell the room nights to individual guest for holiday purpose.
•Take the brand image of hotel in the market.
•Act as an agent for hotel and provide various information of changes and updating.
Sales and Marketing Department
18
•Comprehensive plan by a hotel owner to define departmental activities and responsibilities.
•Brings orders to every aspect of hotel operation from the front desk and room service to the human resources department
hotel organizational structure
19
Necessary to implement standard operating procedures and actions as well as handling day-to-day operations
Hotel management
20
senior person in an office environment and accountable for maintaining a professional work environment, staff supervision, and administrative support. They shoulder a variety of responsibilities, often at the discretion of the company owner.
Front Office Manager
21
in charge of overseeing and directing the cleaning activities for a business or hotel. The work schedules are prepared and planned in advance by the executive housekeeper, and the executive housekeeper handles customer service and complaints as well.
Housekeeping Manager
22
responsible for the operations of a restaurant. They are responsible for ensuring that all of the food and drinks are of the highest quality.
•Designing unique menus, handling customer complaints, creating company policies, and complying with food and safety regulations.
Food & Beverage Manager
23
Oversee the daily food preparation at restaurants and other places where food is served. They direct kitchen staff and handle any food-related concerns.
Kitchen Manager
24
responsible for keeping the hotel maintained and fixing any errors that are needed. This can include putting in new carpets in guest rooms, repairing holes in walls, changing settings on cooling and heating equipment, putting new light bulbs in the hotel's outdoor lamps and performing general cleaning tasks inside and outside the hotel's building.
•duties and responsibilities include repainting walls, fixing broken furniture, fixing minor electrical issues and making faucets stop leaking.
Hotel Maintenance
25
Oversees the accounting functions that includes ensuring of timely and accurate reporting of financial forecasting, and working as part of the hotel's executive management.
Hotel accountant
26
oversee the daily operation of the Human Resources office.
Responsible for areas of Recruiting, Employee Relations, Benefits, Events, Workers Compensation and other employee-related tasks.
Human Resource Manager
27
responsible for the day-to-day support of all IT systems, business systems, office systems, computer networks, and telephony systems throughout the hotel / resort.
IT Manager
28
•Provides an effective service by answering emergency and highly priority telephone calls, as efficiently and quickly as possible.
•Also obtain and record information, assesses the level of any hotel information and responses appropriate action properly.
Hotel Communication Officer
29
help protect guests and their valuables, as well as fellow hotel employees.
Typically, hotel security guards do not carry firearms, although there might be weapons on the premises they can access if required.
Hotel Security Guard
30
•responsible for ordering inventory, supplies, equipment and services for all departments and divisions.
•responsible for securing the best price for all purchases without jeopardizing quality. The hotel purchaser is responsible for generating and submitting purchase orders in accordance with the company policies and procedures.
Hotel Purchaser
31
Combines both strategy and sales elements for dynamic leadership role that implements revenue generating plans with coordinated sales efforts. This can include responsibilities with product development, picking strategy and product distribution.
Sales and Marketing
32
Top 10 Qualities of a Great Hospitality Employee
Dedication
33
Front Office
Section used for check-in process of the guest.
Reception
34
Front Office
this section is used for providing various information to in-house guest.
Information
35
Front Office
•this section is used for checkout process of the guest.
Cashier Desk
36
Front Office
•This section is used for collecting guest feedback and maintenance of guest history.
Guest relation desk
37
Front Office
•This section is used for assistance of guest during check-in and checkout process.
Bell desk
38
Front Office
•This section is used for assistance of guest for arranging vehicles for guest movements and for making train/ airplane reservation.
Travel Desk