A big and busy hotel has got a great number of staff, people who are working there every day. Every person has his/her own tasks, responsibilities and liabilities which depend on their jobs.

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LET'S IMAGINE A BIG HOTEL ...

 

 

The most important person is the general manager who has overall responsibility.

 

 

 

He has got two assistant managers and one of them is always on duty on busy days. The assistant managers report directly to the general manager and are responsible for the day-to-day running of the hotel. They plan the work schedules, manage the accounts and deal with any problems to do with staff or guests.

 

The hotel has got four departments.

 

 

Firstly - there is FRONT-OF-HOUSE - that's receptionists - people who deal with the guests on daily basis. They check guests in and out, do the reservations and deal with customers' complaints and problems. The reception team usually consists of a supervisor and some receptionists.

 

 

 

 

They report to the front-of-house manager who is also in charge of

 

 

 

 

 

porters, doormen and bellboys

 

 

 

 

 

 

Then there is HOUSEKEEPING - all the services to do with the rooms.

The head housekeeper is in charge of this.

 

 

 

She has a team of maids who make uü the rooms, provide towels and bed linen and ensure that everything is ready for a new guest. The housekeeper also looks after laundry and cleaning in the other parts of the house.

 

 

 

The banqueting and conference manager organizes all the events that take place in the hotel. He has a team of event organizers who look after groups and parties. for smaller function they use their in-house catering staff but for bigger occasions they hire agency staff by the hour.

 

 

 

 

And finally there is the FOOD AND BEVARAGE DEPATMENT. Food and beverage manager looks after the kitchen, restaurant and bars and all the

 

 

 

 

 

chefs,

 

 

 

waiters, waitresses,

 

 

 

bar staff and

 

 

 

kitchen porters have to report to him.