CHAPTER 5: HOTEL ORGANIZATION

Question 1

System of coordinating activities of a group of people working cooperately towards common goal under authority and leadership

Answer 1

Organization

Question 2

Shows relationship between different position/department and it illustrate the division of responsibility and lines of authority

Answer 2

Organizational chart

Question 3

Each of these departments will exist, in one form or another, regardless of location type or product type

Answer 3

Functional departments

Question 4

“nerve center” for most of a hotels operation

Answer 4

Room division

Question 5

Manage the in/out flow of guest in a daily basis

Answer 5

Front desk

Question 6

Front desk of often called the ___ or _____ and coordinating guest services.

Answer 6

Hub or command center

Question 7

Integral part of front office operations and provide support to the rivals and departure of guest

Answer 7

Uniform services

Question 8

Coordinates the movement of guest baggage and carry out errands for the guest within hotel premises

Answer 8

Bell staff

Question 9

Private telephone switchboard that manage communication in an out of the hotel

Answer 9

PBX(PRIVATE BRANCH EXCHANGE)

Question 10

Assist local visitors to park their cars or retrieve the cars when visitors depart

Answer 10

Valet parking/garage

Question 11

Serve as the guest liaison with both hotel and non hotel services

Answer 11

Concierge

Question 12

Welcome guest to the hotel

Answer 12

Door person

Question 13

Most vital department and very crucial in terms of guest satisfaction

Answer 13

Housekeeping

Question 14

Work directly with the F.O to ensure that the main products of the hotel are ready for sale

Answer 14

Housekeeping

Question 15

Main responsibility is to sell individual guest reservations, referred to as transient room sales

Answer 15

Reservations

Question 16

The process of booking rooms before the arrival of the guest in order to ensure their availability at the same time the guest check in

Answer 16

Reservations

Question 17

Conducts its activities at night when the hotel is least busy

Answer 17

Night audit

Question 18

Main responsibility is to reconcile hotels daily financial transactions another activities for reporting purposes

Answer 18

Night audit

Question 19

Ensuring the safety and security of each guest and employees

Answer 19

Loss prevention/security

Question 20

Ensure that all accidents and guest complaints are handles professionally

Answer 20

Director of loss prevention

Question 21

The second generating revenue department of the hotel

Answer 21

Food and beverage

Question 22

Occurs when an individual must apply a charge to an account by hand

Answer 22

Manual posting

Question 23

Handles and monitor all the financial responsibilities of the hotel

Answer 23

Accounting

Question 24

Responsible for staffing and recruitment as well as in retaining right people

Answer 24

Human resources

Question 25

Maintain the quality of the guest room and provides hotel infrastructure maintenance

Answer 25

Engineering

Question 26

The process by which hotel undergoes renovation

Answer 26

Capital improvement

Question 27

Responsible in maximizing the revenue of the hotel

Answer 27

Sales/marketing and catering

Question 28

The person ultimately responsible for the hotel

Answer 28

General manager

Question 29

Run each department that sells, buys or prefers fnb products for hotel guest

Answer 29

Director of food and beverage

Question 30

Overseas the hotels sales and marketing operation

Answer 30

Director of marketing

Question 31

In charge of all hotel personnel

Answer 31

Director of human resources

Question 32

Person involved in the physical aspects of the hotel operation

Answer 32

Director of engineering

Question 33

Person in charge of the hotels financial reporting and cash flow manage

Answer 33

Controller

Question 34

Person in charge of all rooms related functions

Answer 34

resident manager/director of rooms

Question 35

Person in charge of landscape and the surrounding area

Answer 35

Director of grounds

Question 36

Person in charge to the resort signature attraction

Answer 36

Director of recreation

Question 37

This managers are involved in day to day hotel operations

Answer 37

Department heads

Question 38

department head responsible for large portion of the most visible aspect of a hotel day to day operations. He or she directs the activities in front desk

Answer 38

Front office manager

Question 39

Responsible for the hotels housekeeping and laundry operations

Answer 39

Director of services

Question 40

Responsible for the hotels over all food production

Answer 40

Executive chef

Question 41

Responsible for catering side of the hotels effort

Answer 41

Director of catering

Question 42

Responsible for servicing all group catering

Answer 42

Director of convention services

Question 43

Oversees the fnb outlets and room service

Answer 43

Director of restaurants

Question 44

Responsible for ensuring that all outlets have sufficient supply of beverage for continued operation

Answer 44

Beverage manager

Question 45

Responsible for the group from sales effort. Personally responsible for key/focus accounts that have important and long term impact on the hotel

Answer 45

Director of group sales

Question 46

In charge of the fundamental operational functions of the hotel

Answer 46

Director of operations

Question 47

Managers who work in a sales capacity

Answer 47

Proactive revenue

Question 48

Work in an operational capacity

Answer 48

Reactive revenue