Hotel Showroom Procedure .......................................................................... 92 Room Reservation Procedure ........................................................................ 93 Check-in Procedure ........................................................................................ 94 Escorting the Guest Procedure ...................................................................... 95 Handling Guest Complaints.......................................................................... 96 Check-out Procedure ...................................................................................... 98 Valet and Concierge Services......................................................................... 99 Common Front Office Terminologies ........................................................... 99 Lesson Test ....................................................................................................... 101 LESSON 8 The Housekeeping Department Functions of the Housekeeping Department .............................................. 104 The Housekeeping Department’s Organizational Structure, Job Titles, Roles, and Responsibilities................................ 107 The Room Assignment Sheet......................................................................... 112 Guestroom Cleaning Procedure.................................................................... 114 Guestroom Cleaning Materials and Equipment ......................................... 115 Standard Operating Procedures in Inspecting the Room .......................... 119 The Hotel Laundry Service............................................................................ 120 The Public Area ............................................................................................... 121 Common Terminologies in the Housekeeping Department ..................... 121 Lesson Test ....................................................................................................... 125 LESSON 9 The Food and Beverage Department Functions of the Food and Beverage Department ...................................... 129 The Food and Beverage Department’s Organizational Structure, Job Titles, Roles and Responsibilities................................. 130 Types of Restaurants and Food Outlet Operations .................................... 134 Table Setting Guidelines ................................................................................ 138 Standard Operating Procedures of Table Service ....................................... 141 Lesson Test ....................................................................................................... 145 LESSON 10 The Sales and Marketing Department Functions of Sales and Marketing Department .......................................... 148 The Sales and Marketing Department’s Organizational Structure .......... 150 The Marketing Plan ........................................................................................ 152 The Sales Cycle ................................................................................................ 154 Hotel Booking Status ...................................................................................... 156 Hotel Sales Promotions .................................................................................. 157 Lesson Test ....................................................................................................... 161 LESSON 11 The Finance Department Functions of the Hotel’s Finance Department............................................. 164 The Finance Department’s Organization Structure, Job Titles, Roles, and Responsibilities.................................................................... 165 Front Office and Back Office Accounting .................................................... 167 How to Understand Financial Reports?....................................................... 167 Lesson Test ....................................................................................................... 171 LESSON 12 The Human Resources Department The Human Resources Department’s Organizational Structure, Roles, and Responsibilities.............................................. 174 The Human Resources Cycle..................................................................... 176 Lesson Test ................................................................................................... 191 LESSON 13 The Engineering and Security Department The Hotel Engineering and Security Department’s Organizational Structure ................................................................... 194 The Hotel Emergency Plan ........................................................................ 195 Handling Suspicious Items and Packages in the Hotel ......................... 196 Handling Suspicious Hotel Guests........................................................... 197 The Hotel Incident Report ......................................................................... 198 Lesson Test ................................................................................................... 201 LESSON 14 The Executive Office
FUNDAMENTALS IN LODGING OPERATIONS
Hotel Sales Promotions .................................................................................. 157 Lesson Test ....................................................................................................... 161 LESSON 11 The Finance Department Functions of the Hotel’s Finance Department............................................. 164 The Finance Department’s Organization Structure, Job Titles, Roles, and Responsibilities.................................................................... 165 Front Office and Back Office Accounting .................................................... 167 How to Understand Financial Reports?....................................................... 167 Lesson Test ....................................................................................................... 171 LESSON 12 The Human Resources Department The Human Resources Department’s Organizational Structure, Roles, and Responsibilities.............................................. 174 The Human Resources Cycle..................................................................... 176 Lesson Test ................................................................................................... 191 LESSON 13 The Engineering and Security Department The Hotel Engineering and Security Department’s Organizational Structure ................................................................... 194 The Hotel Emergency Plan ........................................................................ 195 Handling Suspicious Items and Packages in the Hotel ......................... 196 Handling Suspicious Hotel Guests........................................................... 197 The Hotel Incident Report ......................................................................... 198 Lesson Test ................................................................................................... 201 LESSON 14 The Executive Office The Executive Office’s Organizational Structure.................................... 204 Providing Leadership ................................................................................. 206 Motivating Hotel Employees..................................................................... 208 Managing Diversity .................................................................................... 212 Managing Conflicts in the Hotel Business............................................... 213 Managing Organizational Change............................................................ 214 Lesson Test ................................................................................................... 217 Bibliography ........................................................................................................ 219 Index ..................................................................................................................... 224
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The Executive Office’s Organizational Structure.................................... 204 Providing Leadership ................................................................................. 206 Motivating Hotel Employees..................................................................... 208 Managing Diversity .................................................................................... 212 Managing Conflicts in the Hotel Business............................................... 213 Managing Organizational Change............................................................ 214
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