Hotel Department Operations and Staff Roles

Functions of Hotel Departments

Reservations

Management of reservation requests from all sources and control of room sales, optimizing occupancy for the hotel. This includes managing individual client and group reservations.

• Preparation of room planning, reservation sheets, the reservation book, and entry sheets, which will be returned to the counter upon customer entry.
• Management of quotas contracted with agencies and companies.
• Temporary filing of documentation for each reservation until it is sent to the counter.
• Preparing tables for service forecasts.

Counter (Front Desk)

• Room assignments.
• Reception of clients and realization of entry formalities.
• Handling walk-in guests.
• Transfer of information relating to the customers who enter to the other departments.
• Customer departure and farewell.

Billing

• Opening of invoices.
• Charging services to the account of each customer.
• Processing shift settlements from other departments.
• Calculation of commissions and discounts.
• Closure of invoices.
• Cash reconciliation (room and bar).
• Closing the administrative day.

Cashier Operations

• Collection of invoices.
• Control and collection of cash boxes.
• Liquidation of bill collections.
• Payment to staff and suppliers.
• Authorization for baggage disposal.

Office Structure

• Front Office: Reception, bar, and cashier.
• Back Office: Reservation and billing.

Hotel Reception Staff Roles

Reception Manager

The Reception Manager is responsible for the direction, control, and monitoring of all tasks that take place in the reception department. Key duties include:

• Organizing, directing, and coordinating the work of the staff.
• Leading, overseeing, and planning all activities of the receiving department.
• Coordinating and participating with other departments in the management of the establishment.
• Collaborating with the establishment's direction and other departments.
• Assisting in the instruction and training of staff.

Receptionist

The Receptionist acts in a qualified manner, showing initiative and responsibility for client reception and all related tasks.

• Executing customer service work at the reception desk.
• Performing steps related to room occupancy and sales.
• Safeguarding deposited valuables and money.
• Undertaking specific tasks related to billing and collection, as well as foreign exchange.
• Receiving, processing, and directing customer complaints to the appropriate services.

Classification of Hotel Establishments

Hotel establishments are classified into the following groups:

1. Group 1: Hotels
2. Group 2: Pensions

Hotels are further categorized into three main types:

• Hotels
• Hotel-Apartments
• Motels