= m=) selec > psecod rio ee AW lineata Cleclaey iv fore Cp woebswes as + A © Gime gperh awn clove re. shuckyvebun i—F Front Office Operations Week. 1 nt Office Opesations The hospitality and the hotel reception I The hospitality industry What is hospitality? Kindness in welcom ng guesis or strangers What is hospita industry? Service industry What docs the hospitality industry produce? Hospitality products and roducts and intangible services 4. What sub sectors does the hospitality industry include? a. hotels b. restaurants ¢. travel and transport 4d. theatres e, leisure centres f. information centres g. visitor attractions h. heritage sites i. thenfparks I. The hotel sector 1. What is the main function of hotels? Provision of accommodation to those wh from home 2. ‘The importance of the hotel a, Hotels provide facilities for people b. Hotels are important attractions for visitors, ¢. Hotels are important foreign currency earners 4. Hotels are important employers of labour, €. Hotels are important outlets for the products of other industries. f Hotels are an important source of amenities for local residents 3. Different hotel operations: feng doains Fore Sse bl Intemational corporate hotels “*e (2>4 fore Stevo Hf, a. b. Major national hotel companies ‘Small hotel groups" @~pox, ove c d. Independent hotels goby ovetd selabe Hotel consortium b-u*II. Organisation structures Reception Receplion Porter Duty manager Chief i Switchboard The size of hotels a. Small hotels Manager i Assistant manager T Restaurant Housekeeping Kitchen Porter b. Medium hotels #5 Manager Assistant manager Kitchen | Room Service Mainteran Switchboard Cashier Restaurant Housekeeping Control r hotels 15C eit General Manager Manager Hotel accommodation Sales manager | F&B manager Rooms Division manage Personnel manager Reception et Kiosk/Shop @ Reservations ‘Cashier Porter. Housekeeping IV. The departments in rooms 2. Advance reservations y 3. Reception 4. Cashier "A 5. Bill off 6. Porter 7. Valet 8. Kiosk e 9. Housekeeping