Departmental Organization of a
A hotel is an organization made up of
different departments all of which have to work in close
co-ordination for the efficient working of the organization.
Some departments are more important as far revenue is concerned,
some do not produce revenue but are very important from the
operational point view.
Thus the departments of the hotels can
be classified under the three main headings:
1) Operating and revenue producing.
2) Operating and Non Revenue producing.
3) Non-operating and Revenue producing.
Operating and Revenue producing departments (O.R.P.):
Minor revenue producing departments:
a) Laundry: The hotel may have its own laundry or may
have a contract with an outside laundry. In any case laundry of
guest clothing is a facility provided by the hotel & is charged
b) Telephone department: Guests are charged for the local
and trunk or STD calls. Charging can be done either by the
telephone operator or in case of direct billing by telephone
meters. In a small hotel, there would be just a small switch
board, probably operated by the receptionist. In large hotels,
there exists a separate telephone department, where the board is
manned by operators working in shifts.
c) Swimming pool: Though hotel guests are not charged for
using the pool, their guests can be charged for this facility.
Many hotels offer a free swim along with a buffet lunch (charged
per head) setup near pool side.
Major revenue producing departments:
1) Rooms departments: These are the departments concerned
with the actual sale of rooms. This revenue producing section
earns around 60% of the total hotel revenue. The departments
under this section are Housekeeping and Front office. Front
office is concerned with actual sale of rooms and hence comes in
direct contact with the guest. Housekeeping is concerned with
keeping the guest rooms clean and in a position to be sold.
Hence though housekeeping is a behind the scene activity it is
2) F & B Department: These are the departments concerned
with the production of food & beverage items and their sale. F &
B Production includes all kitchens, bakery, confectionary,
stores and pantry. All these are behind the scene and
responsible to the total preparation of food items right from
the storage of raw materials to the presentation of the final
dish. F & B Service includes all the service outlets where the
food prepared by the production areas is sold to the guests.
These areas can be listed as:
a) Restaurants: General as well as specialty
restaurants. These restaurants have fixed hours of service.
b) Coffee Shop: A coffee shop is open 24 hours of
the day & serves mainly snacks & beverages. Heavy meals are
generally served only during lunch and dinner time. A coffee
shop generally has an informal atmosphere and plated service.
c) Bar: Serves alcoholic and non alcoholic beverages
along with snacks. A permit is required to operate it and there
are fixed hours of operation.
d) Room Service: 24 hours service in most large hotels.
e) Banquets: It is the major revenue producing
department, among the F&B service departments. Some of the
banquet functions are Dinners, Lunches, Wedding receptions,
Cocktail parties, Conferences, Club meetings, outdoor caterings,
Operating and Non revenue producing departments (O.N.R.P.):
a) Personnel: Deals with recruitment and training of
staff, staff induction, promotions, welfare, etc.
b) Security: Deals with all unusual events in the hotel.
c) Maintenance: They are responsible for total
maintenance and upkeep of rooms and public areas, i.e.
Air-conditioning Lifts, Plumbing, electricity, Lighting,
d) Accounts: Receives a copy of all departmental vouchers
& the guest bills. Maintains cash register, city ledger, etc.
prepares sales summary sheets for each day’s sales.
e) Sales and Marketing: Sales is concerned with getting
and maintaining clientele for both rooms and food & beverage.
Non-operating and Revenue producing departments (N.R.P.):
They include travel agencies and airline offices, book shops,
chemist, florist, bank, beauty parlour, etc. They either be let
out on commission bases or on rental bases. These
concessionaries should be reputable as for the guest they are a
part of the hotel services.