Different Departments in Hotels

[Source: https://carlosklings.weebly.com/]

I believe that many of us have the experience of living in a hotel. Have you spent a memorable time there? Actually, in hotels, there are different departments with diverse functions. Let's see how they work!

Front Desk

Front desk employees are responsible to please and satisfy guests in the hotel. They are required to help customers check-in/out; answer any questions that customers ask. Thus, they need to have good communication skills as they will directly contact with our guests throughout the day. Therefore, they need to speak carefully, clearly and positively. Friendliness is also important as they are serving our customers; teamwork, problem solving skills, organization skills are also preferred for a front desk employee.

[Source: https://www.oyster.com/manila/hotels/diamond-hotel-philippines/photos/front-desk--v6289503/]

Reservation

Reservation department is responsible for helping customers to confirm their booking. They are desired to exceed guest expectation when they make reservations. For example, the normal check in and check out time is 3pm and 11am respectively. When the hotel rooms are not fully occupied, hotel reservation may extend customers' check out time or let customers to check in earlier.

[Source: http://ratechstore.com/services/hotel-booking]

Cashier

Cashier is important in a hotel. As they need to prepare and present the bill to customers whenever they checkout. They are also required to exchange foreign currency with our guests according to the daily exchange rate per regulation; transfer guest balances to other accounts as required; accepting cash, credit card, traveler's cheque, etc. to settle guest accounts; finish the cash balance; maintain the internal control over all the transactions; prepare reports as specified by the management, etc.

[Source: http://www.newschr.fr/les-tarifs-hoteliers-incitant-au-voyage/]

Concierge

There is usually a concierge in luxury hotels.The concierge staff provide highly specialized service in order to enhance guest satisfaction. For example, they assist in guest greeting, luggage delivering ,dining reservation, transportation booking, spa service arranging, etc. They need to understand customers' need and provide them with personalized solutions.The ultimate goal is to create an overall pleasant customer experience.

[Source: https://www.bauraulac.ch/fr/concierge.html]

Housekeeping

Housekeeping in a hotel is a physically demanding unit. Housekeepers are mainly responsible for ensuring the cleanliness of the hotel. They need to change sheets and make beds in the guest rooms; sweep, mob, dust, vacuum and clean the rooms and even other areas of the hotel. Also, they keep the room stocked with clean cups, coffee supplies, toilet paper, towels and other bathroom items.

[Source: http://www.mdzol.com/nota/528187-claves-para-entender-los-cambios-del-servicio-domestico/]

Laundry

The laundry department has a basic operational cycle which starts with collecting soiled linen. Then, the laundry staff transport those soiled linen to the laundry department. After they sort the linen and uniforms according to the stain,size, types and colors, etc, they will start the washing and dry cleaning procedures. Finally, the cleaned items are folded and stored properly and being ready for use whenever needed.

Laundry Staff

Laundry Operation Flow Chart

[Source: http://getonthemaplaundryservice7.com/about/]

[Source: http://suspended.hawkhost.com/]

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Learning Reflection

In a hotel, it consists of many departments, in which, there are also many people in charge of different positions. Everyone's contributions do matter a lot. Even if you are just a laundress, without your effort, we cannot deliver the best experience to our customers. Sometimes, we would easily neglect these workers, they are actually indispensable in every hotels! I have learnt to appreciate every workers' effort as well.

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References

[1] Hotel Divisions, Grecotel. Retrieved from: http://www.grecotel.com/careers/career-opportunities/career-paths/hotel-divisions.html

[2] Landry Chart, Setup My Hotel. Retrieved from: https://setupmyhotel.com/train-my-hotel-staff/hk/256-laundry-chart.html

[3] Pierson Consulting Services Inc.. Retrieved from: http://piersonconsultingpb.com/services/staff-training

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