CHAPTER THREE

ORGANIZATION AND DEPARTMENTS

OF A HOTEL
 Organization Structure of Hotels

 It defines and Shows:

• The organization‟s hierarchy of departments and Workers
as well as their functions.
• How job tasks are formally divided, grouped and
coordinated.
• define the hierarchy and the chain of command.
• How and when information is distributed/ flows within the
organization.
• Who makes what decisions based on the information
available.
 Generally, It helps for efficient and effective operation of a
business.
 Typical Hotel Organization Chart/ Structure

General Manger

Executive Assistant Manger

Rooms Division Accounting Sales & Marketing

Human Resource Security
Food & Beverage
Engineering

Front Office Reservation Uniformed Service

Housekeeping Telephone

Food Preparation Restaurants Bars Banquet & Catering Room Service

 Major departments of hotels

• Hotel departments can be classified according to line and staff

functions.
• Line departments are those directly involved in the "chain of
command."
• Managers in these departments are responsible for making the
direct operating decisions that impact the success of the
property.
• Examples of line departments are the front office and the food
and beverage departments.
 A. Line Departments
• Hotel divisions that are in the "chain of command" and are
directly responsible for revenues such as:
1. front office and food/beverage) or
2. for property operations (such as housekeeping and
maintenance and engineering).
B. staff departments.
• Managers in line departments need the specialized and technical
assistance of persons in staff departments.
• These specialists provide information to support the line decision
makers.
• Typical staff departments in a hotel relate to:
 purchasing
 human relations, and
 accounting.
• Another way to think about hotel departments is to consider
whether they generate revenue and incur costs to support the
departments that do generate revenue.
A. generate revenue: departments that generate the revenue.
Two most obvious examples of revenue centers are:
1. Front office department, which generates revenue from the
sale of guest rooms
2. Food and beverage department that sells products in
dining rooms, lounges, room service, and banquets.
But, a hotel also may receive revenues from:
• telephone services,
• space rental (such as leasing a gift shop or other
space), and
• could include revenue sources such as fees from
parking garages, vending machines, golf courses, and
other areas that will vary by the hotel's product
offerings.
B. cost center exists to help revenue centers generate sales.
Examples include:
 Marketing
 housekeeping
 maintenance
 accounting,
 human resources, and
 security departments.
• Today and in the future, cost centers will be increasingly
required to quantify exactly how they provide value to the
organization.
• Managers will challenge the cost effectiveness of all money
spent for salaries and wages and to purchase other resources
required by all departments within the hotel.
• Hotels are divided into seven departments/ divisions
1. Rooms Division
2. Food and Beverage
3. Accounting
4. Sales and Marketing
5. Security
6. Human Resource and
7. Engineering and Maintenance.
 The seven department heads report directly to the GM.
 Each department is subdivided into smaller organizational units.
 These subdivisions represent refinements of the work performed
and the knowledge and skills of the people in each subunit.
 1.FRONT OFFICE DEPARTMENT

• Front office is the most visible and essential focal-point of a

hotel.
• It is the communication centre of the hotel with great amount of
guest contact.
Functions/activities of the Front Office
• Sell guestrooms
• register guests
• assign guestrooms
• Handling the key
• Maintain accurate room status information
• Provide any information about hotel, surrounding
community, attractions.
• handling of guest requests
• Coordinating/ facilitating guest services
• Maintain guest accounts and financial tasks such as:
 receiving cash payments
 Monitor credit
 handling foreign currency and credit cards.
 Produce guest account statements
 complete proper financial settlement.
 handling guest folios
Guest Cycle
 The guest cycle describes the activities that each guest passes
by from the moment he/she calls to communicate a reservation
inquiry till he/she departs from the hotel.
 In fact, the guest cycle encompasses 4 different stages, which
are depicted in the underneath, diagram:
Pre-Arrival  Arrival  Occupancy  Departure
• Each stage of the guest cycle is associated with guest service,
and guest accounting activity.
1. Guest services:
• Reservation  Registration  Occupancy services  Check-
out and history
2. Guest Accounting:
• Establishment of credits  Posting charges  Night auditing
 settlement of accounts
 Description of the Activities Undertaken at Each
Stage of The Guest Cycle:
1. Pre-arrival:
• At the pre-arrival stage, the hotel must create for every potential
guest a reservation record.
• Doing this initiates the hotel guest cycle.
• Moreover, reservation records help personalize guest services
and appropriately schedule needed staff and facilities.
• The reservation department should, then, complete all the pre-
registration activities and prepare guest folios (applicable only
for automated systems).
• Doing so will eventually maximize room sales by accurately
monitoring room availability and forecasting room revenues.
2. Arrival:
• At the arrival stage, registration and rooming functions takes
place
• The hotel establishes a business relation-ship with the guest.
• The check-in clerk should determine the guest‟s reservation status
(i.e. pre-registered guests Vs walk-ins).
• Later, he/she shall prepare a registration record or make the guest
sign the already-printed pre-registration record (under some of the
semi-automated and all fully automated systems).
 ABC Hotel Enterprise
Guest registration Card
Sur name___________________________ First name _______________________
Permanent Address ___________________________________________________
Past port ____________________________ Nationality______________________
Profession __________________________ Date of arrival ____________________
Account payable by ___________________________________________________
Address and reference in Ethiopia _______________________________________
Purpose of visit _____________________ proceeding to ____________________
Date of departure ______________________ Signature ____________________
Bill No. …………………………………………………………………official use
Room NO. …………No. of persons ………Rate………. ..Receptionist……………
* Check out time is 12:00 noon
* Guests are requested not to leave their valuables in the room, safe deposit boxes are provided
at the reception free of charge
* Personal checks are not accepted
* We accept only American express card
* Tariff subject to change without prior notification
The registration records shall include the following personal and
financial items:
a) Personal information:
• Name and Surname of the guest along with billing address,
telephone number, and any other coordinates
• Passport number, birth certificate, and/or driving license
number (whatever applicable)
• Any special needs or requests
• Guest Signature
b) Financial information:
• Date of arrival
• Expected date of departure or length of stay depending on
how the system in the hotel is designed
• Assigned room number
• Assigned room rate
• Guest's intended method of payment
 Check-in Procedure
1. guest arrives at the hotel (They may arrive without reservation/
walk-in-guest, guests with reservation, groups/ meeting groups).
2. Great a guest and ask him/ her whether her/ she has reservation or
not.
3. Introduce room types, special attractions, including the room rate.
 Find the reservation for this guests and confirm the particulars
via computers;
 confirm the group name, number of rooms, any changes,
 Allow to fill in registration card
 distribute keys to the local guide, organizer and ask his or her
signature and contact address,
 confirm the need for walk up calls, breakfast time, and luggage
pick-up time and other details.
4. Allocate the room (s).
5. Assist the guest in finding the registration card and
confirm the mode of payment and handle accordingly.
6. Make the room key, fill in welcome card.
7. Ask the bell boy to escort the guest to his/ her room,
update the information in the computer and do the
finding accordingly.
Registration records can be used for various purposes:
• Satisfy guest needs
• Forecast room occupancies
• Settle properly guest accounts
• Establish guest history records at check-out [personal &
financial information]
• Assign a room type and a room rate for each guest
• Determine long-run availability [i.e. reservation
information] versus short-run availability [i.e. room status]
• Satisfy special categories of guests such as disabled people
through barrier-free designs
3. Occupancy:
• In this stage, the front office department shall coordinate guest
services in a timely and accurate manner.
• Front office clerks should encourage repeat guests by paying great
attention to guest complaints.
• collect comment , provide positive feedback to guest as soon as
possible.
• protect the funds and valuables of guests through guest key
control, property observation, and safe deposit boxes and well
designed emergency panels and exits.
• process posting of guest charges; i.e. post room rates, F&B
charges, additional expenses, and taxes… to various guest folios,
continuously check for deviations from the house limit, and take
corrective measures as to change the status of the guest to Paid-in-
advance.
4. Departure/checkout:
• Front office clerks shall create guest history record.
• Front office cashiers shall settle guest account outstanding
balances; i.e.: balance the Guest account to 0.
• In general, a proper checkout occurs when the guest:
a. Vacates the room
b. Receives an accurate settlement of the guest account
c. Returns room keys
d. Leaves the hotel
• At departure, checkout personnel should encourage guests to
consider returning to the hotel on any future date.
• If the guest account is not fully settled, then late charges will be
collection by the accounting department
Check-out procedure
• Politely ask the guest to return the room key
• Inform Housekeeping to look in the rooms for mini-bar
consumption and forgotten items.
• Present the bill to the guest
• Write an invoice with information provided by the guest
• Settle the account according to mode of payment
• Say farewell using the guest‟s name and extend an invitation
to come again
• Sort out any checks, credit card slips or cash
• Settle the account in the computer
 2. HOUSEKEEPING DEPARTMENT

• Responsible for upkeep and maintenance of cleanliness in a

house or a lodging establishment.
• housekeeping department ensure the cleanliness, maintain
aesthetic appearance and condition of the entire hotel ( guest
rooms, public areas, Guest and hotel linen)
 so that the property is as fresh and attractive as the day
it opened for business.

• It is the largest department in terms of number of people

employed.
1. Conventional/traditional cleaning
• In this cleaning approach the employee completes all the tasks
in one guest room before going on to the next room in the
section allotted to him/her.
• An employee may be required to clean On average 12-20
rooms in an eight-hour shift, not including break times.
2. Block cleaning
• The employee moves from room to room and completes the
same task in every room, before returning to begin the cycle
again for the next task on the list.
• This involves 'blocking' several rooms at a time to form a
'room section', and usually more than one employee will be at
work in the section.
• For instance, one employee might make all the beds in that
particular room section, while another employee cleans the
toilets, and a third dusts and cleans the area, replenishing
supplies.
3. Team cleaning
 Two or more people work together in the same area, either on
the same task or on different tasks.
 To organize the team cleaning of guest rooms, two
employees may be scheduled to clean 30- 35 guest rooms a
day.
4. Deep cleaning
 Cleaning that is pre-scheduled, and in-depth. Examples
include:
• Window cleaning
• Spring cleaning
• Turning mattresses
• Shampooing carpets
• Moving furniture
• Pest control
• Cleaning chandeliers
Turndown Service
• Turndown service is a process by which the guest room is
made warm and inviting for the evening.
• Turndown service is usually conducted between 6 and 9
PM.
• A turndown attendant should be able to complete 40
turndowns in three hours.
Turndown service can include
• Closing of draperies/ materials
• Soft music
• Corner folding of bedspread away from pillow
• An amenity presentation
• Soft corner lights
• A “room tidy” is conducted
• Some hotels place a breakfast door hanger next to the
amenity presentation
Lost and Found
 Housekeeping comes into contact with many items left behind
by guests, thus the lost and found department of many hotels is
maintained in housekeeping.
 A log is kept that tracks:
• Date item was found
• Room number or area found
• Description and condition of article
• Name of finder
• Where it is stored
• Eventual disposition
 3 Reservation Department
 Definition: Process of booking hotel facilities in advance in order
to avoid inconvenience by means of pigment, for the future
occupancy.

Functions of reservation
• It avoids unnecessary confusion and inconvenience
between the hotel and guest
• Books all available facilities in advance to guest
• Avoids last minutes urgency and tension
• To reserve best and preferable room and facilities

 Modes reservations: reservations can be Processed by personal

contact, mail, telephone, email, fax or central reservation system
referral from sales office, other hotel departments, and travel
agents.
 ABC Hotel
Reservation Form

Date _______________
Name of the guest ______________Address ____________
Arrival date___________________ EATS/ Flight _________
Number of rooms _______________
Type of room: Single □ double □ Twin □ Suite □
Other facilities _________________________
Room rate ____________________________
Telephone No _________________________
Fax No ______________________________
E. Mail ______________________________
No of persons ________________________
Departure date _______________________
Remark ------------------------------------------------
 Types of reservation
1. Guaranteed reservation: a guest will guarantee to pay for
hotel facilities even if he/ she is not used.
Methods of guaranteed reservation
• Pre-payment (check or cash)
• Credit card
• Advanced deposit (long stay guest, group booking)
2. Non- guaranteed reservation: the guest will confirm that to
arrive at any time.
Basic reservation activities:
• Know the types of rooms available as well as their locations
and layout.
• Know the selling status, rates, and benefits of all package
plans.
• Create and maintain reservation records by dates of arrival
and alphabetical listing.
• Determine room rates based on the selling tactics of the
hotel.
• Prepare letters of confirmation.
• Communicate reservation information to the front desk.
• Process cancellations and modifications. Promptly relay this
information to the front desk.
• Understand the hotel‟s policy on guaranteed reservations and
no-shows.
 Reservation Department Cont…
• Process advance deposits on reservations.
• Track future room availabilities on the basis of reservations.
• Help to develop room revenue and occupancy forecast.
• Prepare expected arrival lists for front office use.
• Assist in preregistration activities when appropriate.
• Monitor advance deposit requirements.
• Handle daily correspondence; respond to inquiries and make
reservations as needed.
• Make sure that files are kept up to date.
• Maintain a clean and neat appearance at all times in dressing and
in work area.
• Promote good will by being courteous, friendly, and helpful to
guests, managers, and fellow employees.
 4 Telephone Department

• Telephone Operators, must be able to locate the registered guests

and management staff at a moment‟s notice.
• S/he also must be able to deal with crises up to and including life-
threatening emergencies.
• With the introduction of call accounting, a computer technology
application that tracks guest phone calls and posts billing charges
to lodging establishments, the telephone operator’s job has been
simplified, as the tracking of telephone charges to registered
guests can now be done with ease.
• This person may also assist the desk clerk and cashier when
necessary.
Qualities of a Good Telephone Operator:
1. Punctuality – it is extremely important that an operator reports for duty at
least five minutes before his/her shift.
2. Personal hygiene and deportment – operators must be particularly careful
that their mouths are free from odor. Hair should be properly groomed and
finger nails well maintained.
3. Accuracy – errors are usually caused by carelessness or misunderstanding.
All this can be avoided by the exercise of reasonable care, particularly in
putting through connections, ringing, listening attentively, speaking and
enunciating distinctly, allowing proper time for connection and paying close
attention to signals.
4. Speed – speed is a skilled performance for each operation with the least
possible expenditure of energy. Consistency in speed of service is necessary.
5. Cooperation – cooperation between all attendants and in fact, all employees
is essential for the successful performance of the hotel‟s business.
6. Clarity of speech – clarity when speaking on telephones is essential. Clarity
of speech is often lost by the operator speaking
7. A sense of responsibility on the job – irresponsibility can lead to the guest‟s
/ hotel‟s loss of business or equipment damage which is irreparable.
8. Secrecy – all employees are expressly forbidden to divulge any
information regarding communications between users of the
telephone.
9. Memory – it is nice if a telephone operator remembers a guest‟s
names as it gives a personal touch which is particularly important
in a service industry like hotelier.
10. Concentration, application and quickness – operators have to
develop absolute concentration in their work. It is also imperative
that the operators apply their mind to their work, take their work
seriously as this will go a long way towards guest satisfaction.
11. Cheerfulness – it is essential that an operator brings out the
cheerfulness in his/her voice.
12. Careful and polite – along with being careful the operator must
possess the quality of politeness as well.
 5. Uniformed Services

• Employees who work in the uniformed service department of the

hotel generally provide the most personalized guest service.
• In other terms, It is simply Guest service i.e. taken into
consideration the degree of attention given to the guests by this
department.
• It is providing personal service for guest in reservations, front
desk, and communications areas to satisfy their needs, wants
expectation and perception
• it is often personal in uniformed service who make a lasting
impression.
• Also uniformed service staff are usually classified as "tipped
employees", Since a portion of their income is derived from
guests gratuities!
The primary positions within the uniformed service department are:
a. Bell attendants - Persons who provides baggage services
between the lobby area and the guest room.
b. Door attendants - Persons who provide curb-side baggage
service and traffic control at the hotel entrance.
c. Valet Parking attendants - Persons who provide parking
service for guests automobiles.
d. Transportation personnel - person who provides
transportation services for guests.
e. Concierges - Person who assist guests by making restaurant
reservations, arranging for transportation, getting tickets for
theater, sporting etc.
1.Bell Attendants
some tasks performed by the bell desk attendants
• Transport Guest Luggage to and from guest rooms.
• Familiarize guests with the hotels' facilities and services, safety
• features, as well as the guest room and in room amenities.
• Provide a secure area for guests requiring temporary luggage
storage.
• Provide information on hotel services and facilities.
• Escort guest to guest rooms.
• Deliver mail, packages, messages, and special amenities to guest
rooms.
• Pick up and deliver guest laundry and dry cleaning.
• Perform light housekeeping services in lobby and entry areas.
• Help guests load and unload their luggage in the absence of a
door attendant.
• Help guest with special challenges or disabilities.
 B. Door attendants
Some of the duties on the door attendants are:
• Play a role similar to bell attendants. they are dedicated to
welcoming the guest to the hotel.
• Opening hotel doors and assisting guests upon arrival.
• Helping guests and unload luggage from vehicles.
• Escorting guests to the hotel registration area.
• Controlling vehicle traffic flow and safety at the hotel entrance.
• Hailing taxis, upon request.
• Assisting with valet parking services.
• Performing light housekeeping services in the lobby and entry
area.
C. Valet Parking Attendants
• Available at hotels offering world-class, Luxury or 5 Star services attention
and security service and a convenience.
• Specially trained employees should park guest and visitors cars.
• Guests do not have to worry about finding a parking space, walking to the
hotel in inclement weather, or finding their vehicles in the parking lot.
• Some hotels charge for these services.
• Hotels generally charge a higher fee for valet parking than for self-parking.
• In addition to paying the higher fee for valet parking, guests are also likely to
tip the Valet parking attendant for his service.
• Valet parking attendants are also responsible for the security of vehicles
being moved to and from the hotel entrance.
• Attendants should not take a car into their care without issuing a receipt to
the guest; usually in the form of a ticket.
• Vehicles keys must be kept in a secure area, and only issued by qualified
personal.
• Cars should be only returned to the guests when they return the receipt or
ticket issued by the attendant before they can receive their keys.
• If a Key is lost or given to the wrong person, the vehicle can be rendered
inoperable or considered stolen and the hotel may be held financially
responsible for the same.
D. Transportation Personnel:-
• Transportation personnel or Divers must be well trained
and properly licensed to operate the vehicle.
• it is important for them to be polite, efficient, and
knowledgeable about the property.
• Drivers should also offer according to the weather hot /cold
towels and packaged drinking water to the guest.
• It is generally customary for drivers to provide some
information about the hotel while in transit, either through a
live spoken presentation or a pre-recorded audio tape.
• Drivers should also help guests entering and exiting the
vehicle.
• An experienced driver efficiently and carefully loads guest
luggage into the van.
• Drivers should also inform the hotel before the guests
reaches the hotel. This allows the hotels to prepare and
keep ready the check in procedures before the guest arrival
at the hotel.
E. Concierges
• Concierge may provide custom services to hotel guests.
Duties include:
• making reservations for dining
• securing tickets for theater and sporting events
• arranging for transportation and
• providing information on cultural events and local
attractions.
 Concierges are known for their resourcefulness.
 Getting tickets to sold-out concerts or making last minute
dinner reservations at a crowded restaurant are part of a
concierge's responsibility and reputation.
 Finally a Highly reputed concierge should speak several
Languages.
 In some hotels the head concierge is the manager and
responsible to supervise uniformed services department.
 Food and Beverage Division
• Today, providing food and drink is much more complicated.
• Hotels might well have:
 coffee shop
 a gourmet restaurant
 a poolside snack bar
 room service
 banquet halls and separate function rooms where food and
beverage may be served.
 bars
 Lounge
 nightclub, and
 lobby bar.
• These increase the number of the F & B Point of Sales Outlets
• On a busy day (or night), it‟s likely that each of these outlets will
be used.
• Often, more than one event takes place in an outlet during a 24-
hour period.
kitchen department
• In a large hotel, this unit is headed by the executive chef
• Under the executive chef are a variety of culinary specialists
responsible for different aspects of food preparation.

The Food and Beverage Service department.

• A restaurant is a retail establishment that serves prepared food to
customers.
• Service is generally for eating on premises, though the term has
been used to include take-out establishments and food delivery
services.
• The term covers many types of venues and a diversity of styles
of cuisine and service.
• Restaurants range from unpretentious lunching or dining places
catering to people working nearby, with simple food and fixed
menu served in simple settings at low prices, to expensive
establishments serving expensive specialty food and wines in a
formal setting.
• In standard class restaurants there will be a host or hostess or
even a maître d'hôtel to welcome customers and to seat them.
Other staff‟s waiting on customers include busboys and
sommeliers.
Classification of Restaurants
• Restaurants can be classified
 by they provide places to sit,
 by whether they are served by wait-staff and
 by the quality of the service,
 by the formal atmosphere, and the price range.

 Restaurants are generally classified into three groups:

I. Quick Service - Also known as fast-food restaurants. They offer limited
menus that are prepared quickly. They usually have drive-through windows
and take-out. They may also be self-service outfits.
II. Mid scale - They offer full meals at a medium price that customers perceive
as "good value." They can be of full service, buffets or limited service with
customers ordering at the counter and having their food brought to them or
self service.
III. Upscale - Offer high quality cuisine at a high end price. They offer full
service and have a high quality of ambience
Types of Restaurants
• Restaurants often specialize in certain types of food or present a
certain unifying, and often entertaining, theme. For example,
 seafood restaurants,
 vegetarian restaurants
 ethnic restaurants.
• Depending on local customs and the policy of the establishment,
restaurants may or may not serve alcoholic beverages.
• Restaurants are often prohibited from selling alcohol without a
meal by alcohol sale laws;
• Some restaurants are licensed to serve alcohol („fully licensed‟),
and / or permit customers to „bring your own‟ alcohol.
1. Cafeterias
• is a restaurant serving mostly cooked ready to food arranged behind a food-
serving counter. There is little or no table service.
• Typically, a patron takes a tray and pushes it along a track in front of the
counter.
• Depending on the establishment, servings may be ordered from attendants,
selected as ready-made portions already on plates, or self-serve of food of
their own choice.
• In some establishments, a few items such as steaks may be ordered specially
prepared rare, medium and well done from the attendants.
• The patron waits for those items to be prepared or is given a number and
they are brought to the table. Beverages may be filled from self-service
dispensers or ordered from the attendants.
• At the end of the line a cashier rings up the purchases. At some self-service
cafeterias, purchases are priced by weight, rather than by individual item.
• The trays filled with selected items of food are taken to a table to eat.
Institutional cafeterias may have common tables, but upscale cafeterias
provide individual tables as in sit-down restaurants.
• Upscale cafeterias have traditional cutlery and crockery, and some have
servers to carry the trays from the line to the patrons' tables, and/ or bus the
empty trays and used dishes.
2. Fast-Food Restaurants
• emphasize speed of service and low cost over all other considerations.
• A common feature of fast-food restaurants that distinguishes them from
traditional cafeteria is lack of cutlery or crockery; the customer is expected to
eat the food directly from the disposable container it was served in using their
fingers.
There are various types of fast-food restaurant:
• one collects food from a counter and pays, then sits down and starts eating (as
in a self service restaurant or cafeteria); sub-varieties:
• one collects ready portions
• one serves oneself from containers
• one is served at the counter
 a special procedure is that one first pays at the cash desk, collects a coupon and
then goes to the food counter, where one gets the food in exchange for the
coupon.
• one orders at the counter; after preparation the food is brought to one's table;
paying may be on ordering or after eating.
• a drive-through is a type of fast-food restaurant without seating; diners receive
their food in their cars and drive away to eat.
• Most fast-food restaurants offer take-out: ready-to-eat hot food in disposable
packaging for the customer to eat off-site.
3. Casual Restaurants
• is a restaurant that serves moderately-priced food in a casual atmosphere.
• Except for buffet style restaurants, casual dining restaurants typically
provide table service.
• Casual dining comprises of a market segment between fast food
establishments and fine dining restaurants.
4. Fast Casual-Dining Restaurants
• is similar to a fast-food restaurant in that it does not offer full table service,
but promises a somewhat higher quality of food and atmosphere.
• Average prices charged are higher than fast-food prices and non-disposable
plates and cutlery are usually offered.
• This category is a growing concept that fills the space between fast food and
casual dining.
• Counter service often in visible open kitchen is typical.
• The menu is usually limited to an extended over-counter display, and options
in the way the food is prepared are emphasized.
• Many fast casual-dining restaurants are marketed as health conscious: healthful
items may have a larger number of items than normal portion of the menu and
high-quality ingredients such as free-range chicken and freshly made salsas
may be advertised.
• Overall, the quality of the food is presented as a much higher class than
conventional factory-made fast food.
 Other Restaurants
• Most of these establishments can be considered subtypes of fast casual-dining
restaurants or casual-dining restaurants.
1. Café:
• Cafés and coffee shops are informal restaurants offering a range of hot meals
and made-to-order sandwiches.
• Cafés offer table service.
• Many cafés are open for breakfast and serve full hot breakfasts. In some
areas, cafés offer outdoor seating.
2. Coffeehouse
• Coffeehouses are casual restaurants without table service that emphasize
coffee and other beverages; typically a limited selection of cold foods such as
pastries and perhaps sandwiches are offered as well.
• Their distinguishing feature is that they allow patrons to relax and socialize on
their premises for long periods of time without pressure to leave promptly after
eating.
3. Pub
• A pub (short for public house) is a bar that serves simple food fare.
• Traditionally, pubs were primarily drinking establishments with food in a
decidedly secondary position, whereas the modern pub business relies on food
as well, to the point where gastro-pubs are known for their high-quality pub
food. A typical pub has a large selection of beers and ales on tap.
4. Bistros and Brasserie
a. A brasserie: is a café doubling as a restaurant and serving single
dishes and other meals in a relaxed setting.
b. A bistro: is a familiar name for a café serving moderately priced
simple meals in an unpretentious setting.
• Especially in Paris, bistros have become increasingly popular
with tourists.
• When used in English, the term bistro usually indicates either
a fast casual-dining restaurant with a European-influenced
menu or a café with a larger menu of food.
5. Family Style
• This Style restaurants have a fixed menu with fixed price.
• usually with diners seated at a communal table such as on
bench seats.
• More common in the 19th and early 20th century, they can still
be found in rural communities, or as theme restaurants, or in
vacation lodges.
• There is no menu to choose from; rather food is brought out in
courses, usually with communal serving dishes, like at a family
meal.
• Typical examples can include crab houses, German-style beer
halls, BBQ restaurants, hunting lodges, etc.
• Some normal restaurants will mix elements of family style,
such as a table salad or bread bowl that is included as part of
the meal.
6. BYO Restaurant
• BYO Restaurant are restaurants and bistros which do not have a liquor
license.
7. Delicatessens Restaurant
• Restaurants offering foods intended for immediate consumption.
• The main product line is normally luncheon meats and cheeses. They may
offer sandwiches, soups, and salads as well.
• Most foods are precooked prior to delivery.
• Preparation of food products is generally simple and only involves one or
two steps.
8. Ethnic Restaurants
• They range from quick-service to upscale.
• Their menus usually include ethnic dishes and / or authentic ethnic foods.
• Specialize in a particular multicultural cuisine not specifically
accommodated by any other listed categories.
• Example: Asian Cuisine, Chinese cuisine, Indian Cuisine, American
Cuisine etc.
9. Destination Restaurants
• A destination restaurant is one that has a strong enough appeal to draw
customers from beyond its community.
 Service Styles
1. American service
• American service is a pre-plated service which means that
the food is served onto the guest‟s plate in the kitchen itself
and brought to the guest.
• The portion is predetermined by the kitchen and the
accompaniments served with the dish balances the entire
presentation in terms of nutrition and color.
• This type of service is common in a coffee shop where
service is required to be fast.
2. English service
• English service is often referred to as “Host Service” or
“Silver service”.
• The food is brought on platters by the waiter and is shown to
the host for approval.
• The waiter then portions the food and serves to the guest
plate. cater
3. French service
• It is a very personalized service.
• Individual portioned food is brought from the kitchen in
dishes and silvers which are placed directly on the table.
• The plates are kept near the dish and the guests help
themselves.
4. Russian service
• Table is laid with food for guests and presentation is done
elaborately.
• Guests help themselves.
• This is an elaborate silver service much on the line of French
service.
• Display and presentation are the major part of this service.
Some parts of the service such as carving and portioning etc
are done by the waiter.
Sales & Marketing Division

• A typical hotel should usually have Sales & Marketing division.

• However, if the staff size, volume business, hotel size, expected
group arrivals is low enough, the hotel might have marketing
staff placed under the reservation department (i.e. No need for a
Sales & Marketing Division).
• A typical Sales & Marketing Division is composed of four
different departments:
1. Sales
2. Advertising
3. Convention Services
4. Public Relations
Accounting Division

 The Accounting Division monitors the financial activities of the

property such as:
1. Pays outstanding invoices
2. Distributes unpaid statements
3. Collects amounts owed
4. Processes payroll
5. Accumulates operating data
6. Compiles financial reports
7. Makes bank deposits
8. Secures cash loans
9. Performs other control and processing functions
Engineering And Maintenance Division:
• Other names maintenance division:
 property operation and maintenance department
 Facilities management (FM) department
 Materials management department …
• This department maintains:
 property's structure and grounds
 electrical and mechanical equipment.
• Security Division:
• Security division personnel are usually screened from in-house
personnel, security officers or retired police officers, across
certain physical skills, and prior experience.
• Some of the functions of the security division are listed below:
1.patrol the property
2.Monitors supervision equipment
3.Ensures safety and security of guests, visitors, and
employees
Human Resources Division:
 Some of the duties of the human resources division are listed
below:
 Responsible for external & internal recruitment
 Calculates employees' salaries, compensation, and tax
withholding…
 Administrates employees' paperwork, monitors
attendance…
 Maintains good relations with Labor Unions
 Ensures employees' safety and working conditions
Other Divisions

• All the above mentioned departments and/or divisions should

exist in a typical five-star hotel; however there might be some
revenue generators that are specific to certain hotels but not
existing in others.
• some of possible extra or other divisions that might exist in a
hotel Include:
 Retail Outlets (i.e.: Shops rented to outsiders or managed
by the hotel)
 Recreation Facilities (ex: Fitness Center, Tennis Courts,
and Cinema Saloons…)
 Conference Centers
 Casinos