Lobby: generally located in the lobby on the first floor of the hotel, it provides tourists with a series of services such as reservation, check-in, consultation, luggage storage and transportation. You can ask the front desk staff any questions you encounter during your trip. In addition, the front desk of the hotel can also provide you with agency services such as morning call and car booking.
Housekeeping: The comfort of your trip is closely related to the services provided by housekeeping. Mainly manifested in the cleanliness and hygiene of your room, complete supplies, complete facilities and so on. In addition, your requirements for hot water, ice cubes, laundry and ironing are also completed by this department for you.
Catering Department: Most hotels have two or more restaurants, cafes and bars to provide catering services for you. Because the hotel pays attention to the quality of service, its price is also relatively expensive.
Security department: responsible for the safety of hotel guests. In case of illegal car smuggling, forced sales, foreign exchange, theft, etc. , you can ask the front desk and security personnel for help.
Leisure and Entertainment Department: It can be divided into the following parts: gym, equipment fitness, ball fitness, swimming, sauna, * * * and so on.
Entertainment: karaoke, dance halls, performances, etc.
Beauty salon: make-up, hairdressing, hair dyeing and other services.
Medical service: Generally, high-star hotels have infirmary. However, we only deal with common minor illnesses and injuries for guests, and will be responsible for contacting the nearest big medical hospital for treatment if it is serious or inaccurate.
Question 2: What are the main departments of five-star hotels and what do they do? No. You studied hotel management, but you don't know what departments the hotel has. If your English is good, you can try to be a concierge in the concierge department, mainly to provide luggage service for guests and get a golden key when appropriate.
Question 3: How many departments does the hotel have? Division of labor and responsibilities of hotel functional departments
1, office
Generally, it consists of clerks, logistics, archivists and motorcades.
Main functions:
(1) Draft all kinds of official documents according to the requirements of the Prime Minister's Office.
(2) Arrange relevant meetings and activities convened by the general manager.
(3) Responsible for receiving, distributing, filing and keeping all kinds of documents and related materials inside and outside the hotel, and managing hotel files, seals and letters of introduction.
(4) Formulate necessary management systems and standardize office order and procedures.
(5) Responsible for inspecting and urging the implementation and execution of the general manager's work instructions.
(6) Receive visitors and coordinate internal and external relations.
(7) Responsible for the management and use of administrative vehicles.
2. Accounting Department
Generally, it consists of checkout group, credit review group, cost control group, accounting group and computer group.
(1) is responsible for providing checkout cashier service for guests.
(2) Review the business situation of the hotel on that day and prepare the business day report for the reference of the general manager's office.
(3) Responsible for the control and management of hotel operating costs and expenses.
(4) Responsible for the acceptance and payment of all kinds of purchased materials in the hotel.
(5) Responsible for hotel financial accounting and preparation of financial statements.
(6) Responsible for the maintenance and management of the software and hardware of the hotel computer system, and training the operators.
(7) Formulate and improve the hotel financial operation and management system.
(8) Responsible for the management of the daily operating funds of the hotel.
3. Human Resources Department
It consists of personnel management, labor wages and benefits, staff training and quality inspectors.
Main responsibilities:
(1) According to national and local labor and personnel policies and regulations, formulate rules and regulations on hotel personnel management, labor wages and benefits, employee training, etc.
(2) Organize organizations and posts according to the actual situation of the hotel, and determine the responsibilities and work requirements of each post.
(3) Responsible for recruiting new employees, organizing employee training and conducting assessment.
(4) Assess and reward employees, enhance cohesion, mobilize enthusiasm, and tap and develop employees' potential work ability.
(5) Establish quality inspection training network, formulate and implement detailed rules for service quality evaluation, and supervise the standardization and proceduralization of service operation.
4. Sales Department
Main responsibilities:
(1) Analyze and study the hotel's marketing environment, and select the appropriate target market according to the market and the hotel's own conditions.
(2) Formulating a reasonable price policy, researching, forecasting and expanding the tourism market.
(3) Focus on selling hotel rooms, banquets and conference products, and maintain and develop good business relations with key customers.
(4) Establish a good market image of the hotel, constantly expand its popularity and gradually increase its market share.
5. Public Relations Department
It consists of planning, art design, information arrangement and public relations reception.
Main functions:
(1) Hotel CI design and implementation, systematically promoting corporate image through various media and public relations means.
(2) Plan public relations activities such as business theme activities and special promotion activities, and cooperate with other departments to implement them.
(3) Collect, sort out and analyze the information inside and outside the hotel to serve the decision-making of the general manager's office.
(4) Participate in the construction of hotel corporate culture and create a positive corporate atmosphere.
(5) Keep good communication with all walks of life and do a good job in the reception of important hotel guests.
6. Front desk department
It consists of reception desk, concierge department, front desk switchboard, business reservation department, assistant manager of lobby, administrative floor, etc.
Main functions:
(1) is responsible for receiving all arriving guests.
(2) Contact and coordinate the hotel's customer service work, and timely transmit customer service information such as room reservation, actual arrival, room report and special requirements of guests to other relevant departments.
(3) Provide various front office services, such as reservation, inquiry, check-in, concierge, luggage storage and transportation, business center, airport pick-up, etc.
(4) Responsible for accepting and handling guest complaints.
7.housekeeping department
It is composed of groups such as room service, laundry room, PA sanitation and room center.
Main functions:
(1) Provide guests with high-standard room service.
(2) Responsible for the cleaning of guest rooms and public areas.
(3) Responsible for cleaning all fabrics in guest rooms and restaurants, guests' clothes and uniforms of employees in the whole store.
(4) Responsible for the management of guest room equipment and supplies ... >>
Question 4: What departments does the hotel have? Getting your 50 points is very tiring.
Front desk:
Receive reservations, individual passengers, receive teams, handle inquiries, store luggage, handle reservations and handle complaints. Some hotels also list cashier at the front desk as normal management.
Requirements: technical secondary school degree or above, with regular facial features, male 172CM, female 160CM or above, no obvious scars and visible tattoos, basic knowledge of English, naked eyes 1.2 or above, fluent expression, alert eyes and ears. Age: about 20-28 years old, generally over 28 years old, all of them turn to the backstage to make an appointment.
Housekeeping department:
Cleaning rooms, routine maintenance, booking meeting rooms, arranging venue layout, checking in and checking out, booking flowers, cleaning linen, etc.
Requirements: Waiters should be above junior high school, legal citizens, without disabilities, male 170CM, female 158 or above, and can bear hardships. Domestic Clerk: Require high school education or above, be able to operate computer, be proficient in typing and office operation. , fresh and straight appearance, and must be female. Age: 18-38 years old
Food and beverage department:
It is divided into Chinese food, western food and Japanese food, which are combined into one department. Usually, it is an independent management and accounting department, which is responsible for taking orders for banquets, booking conference rooms, arranging venues and ordering takeout groups.
Requirements: I only say employees, male 170, female 158cm or above, graduated from junior high school, with good looks, no disability, no visible tattoos and smooth expression. Age: 18-25 years old.
Entertainment sector:
Accept birthday \ wedding \ festive karaoke box reservation, personal performance venue arrangement \ wine service, song-ordering flower basket reservation and other services.
Requirements: I don't know, this department is entertaining, such as the invisible tattoo mentioned above, which is not required by this department, as long as the department manager interviews. Strong endurance, good looks, cheerful and outgoing personality are required, and there is no rigid requirement for academic qualifications.
Security department:
There are two kinds of insurance: internal insurance and external insurance. There are no obvious regulations on personnel. Usually it is a shift system. Sometimes it's sunny outside, and sometimes the air conditioner is on in the lobby. Responsibilities are vehicle arrangement, emergency handling in case of emergency, monitoring and surveillance, and employee safety training.
Usually male, veterans are preferred, with good looks and no disability. Vision 1.5, but physical strength is required. Interviews are usually defined by how many seconds there are in 100 push-ups and 100 meters sprint.
Age: 18-38 years old.
Sales department:
To sell any products that can be rented in a hotel, contact the main person in charge of the travel agency and take the driver. The sales department also organizes and arranges regular hotel marketing activities and makes group reservations.
Requirements: Have hotel working experience, understand the internal operation of the hotel, be handsome in appearance, fluent in expression, extroverted and fluent in expression, and have technical secondary school education or above. Age: 18-38.
Personnel department:
Responsible for personnel recruitment and dismissal \ induction training, coordinate with the labor department, and regularly track whether all hotel personnel regulations are closely related to the labor law. Responsible for personnel promotion, personnel attendance, etc.
Requirements: Must have at least 2 years hotel working experience, computer skills, personnel experience, college degree or above.
Finance department:
Responsible for the hotel's income and expenditure, but also manage the daily work of cashiers arranged by various business departments.
Requirements: major in accounting, local employees are preferred. I know about most hotels, and employees who graduated from foreign accounting majors generally don't take the hotel exam. Usually, ladies are preferred.
Logistics department:
It is divided into infirmary, washing department and staff canteen.
The requirements of the staff canteen in the infirmary are not explained here. The washing department is responsible for washing, ironing and folding linen in the hotel. Employees, ordinary workers in society, graduated from primary school, can bear hardships.
Administrative department:
It is usually the highest decision-making department of the hotel, responsible for hotel administrative regulations, participating in personnel transfer and overall planning, reviewing sales and marketing plans, and exercising the power of general manager.
Requirements: All managers have working experience as managers in relevant departments.
Engineering department:
Responsible for the maintenance of hotel facilities.
Requirements: major in mechanical engineering, with relevant engineering management experience is preferred. Male worker 18-40 years old.
Purchasing department:
An independent accounting department, which is linked with the logistics department and managed by the finance department, serves the material procurement of various business departments.
Requirements: Experience in purchasing, local people are preferred.
Others: some small departments, such as the reservation department belongs to the front office department and the banquet department belongs to the catering department. I won't list them one by one. I'm exhausted ... >>
Question 5: What are the front office departments of the hotel (front desk, concierge, front desk switchboard, business reservation, lobby assistant manager, executive floor)?
Housekeeping department (room service, laundry, PA sanitation and room center)
Safety Engineering Department (Operation Group, Fire Protection Group, HVAC Group, Maintenance Group, High Pressure Group, Low Pressure Group, Internal Security Group and Fire Protection Group)
Human resources department (personnel management, labor wages and benefits, staff training, quality inspectors, etc.). )
Finance department (accounting, cost accounting, general cashier, cashier, fund accounting, accounts payable, financial accounting, computer accounting, cost accounting, work accounting, payroll accounting personnel, IT)
Catering Department (banquet reservation, restaurant service, conference service, kitchen, food delivery, bar and catering service)
Sales department (sales, planning, art design, information arrangement, public relations reception)
Purchasing department (material purchasing, food purchasing and general warehouse)
These are roughly the jobs of the hotel.
Question 6: What departments is the hotel divided into? It is very tiring to get your 50 points.
Front desk:
Receive reservations, individual passengers, receive teams, handle inquiries, store luggage, handle reservations and handle complaints. Some hotels also list cashier at the front desk as normal management.
Requirements: technical secondary school degree or above, with regular facial features, male 172CM, female 160CM or above, no obvious scars and visible tattoos, basic knowledge of English, naked eyes 1.2 or above, fluent expression, alert eyes and ears. Age: about 20-28 years old, generally over 28 years old, all of them turn to the backstage to make an appointment.
Housekeeping department:
Cleaning rooms, routine maintenance, booking meeting rooms, arranging venue layout, checking in and checking out, booking flowers, cleaning linen, etc.
Requirements: Waiters should be above junior high school, legal citizens, without disabilities, male 170CM, female 158 or above, and can bear hardships. Domestic Clerk: Require high school education or above, be able to operate computer, be proficient in typing and office operation. , fresh and straight appearance, and must be female. Age: 18-38 years old
Food and beverage department:
It is divided into Chinese food, western food and Japanese food, which are combined into one department. Usually, it is an independent management and accounting department, which is responsible for taking orders for banquets, booking conference rooms, arranging venues and ordering takeout groups.
Requirements: I only say employees, male 170, female 158cm or above, graduated from junior high school, with good looks, no disability, no visible tattoos and smooth expression. Age: 18-25 years old.
Entertainment sector:
Accept birthday \ wedding \ festive karaoke box reservation, personal performance venue arrangement \ wine service, song-ordering flower basket reservation and other services.
Requirements: I don't know, this department is entertaining, such as the invisible tattoo mentioned above, which is not required by this department, as long as the department manager interviews. Strong endurance, good looks, cheerful and outgoing personality are required, and there is no rigid requirement for academic qualifications.
Security department:
There are two kinds of insurance: internal insurance and external insurance. There are no obvious regulations on personnel. Usually it is a shift system. Sometimes it's sunny outside, and sometimes the air conditioner is on in the lobby. Responsibilities are vehicle arrangement, emergency handling in case of emergency, monitoring and surveillance, and employee safety training.
Usually male, veterans are preferred, with good looks and no disability. Vision 1.5, but physical strength is required. Interviews are usually defined by how many seconds there are in 100 push-ups and 100 meters sprint.
Age: 18-38 years old.
Sales department:
To sell any products that can be rented in a hotel, contact the main person in charge of the travel agency and take the driver. The sales department also organizes and arranges regular hotel marketing activities and makes group reservations.
Requirements: Have hotel working experience, understand the internal operation of the hotel, be handsome in appearance, fluent in expression, extroverted and fluent in expression, and have technical secondary school education or above. Age: 18-38.
Personnel department:
Responsible for personnel recruitment and dismissal \ induction training, coordinate with the labor department, and regularly track whether all hotel personnel regulations are closely related to the labor law. Responsible for personnel promotion, personnel attendance, etc.
Requirements: Must have at least 2 years hotel working experience, computer skills, personnel experience, college degree or above.
Finance department:
Responsible for the hotel's income and expenditure, but also manage the daily work of cashiers arranged by various business departments.
Requirements: major in accounting, local employees are preferred. I know about most hotels, and employees who graduated from foreign accounting majors generally don't take the hotel exam. Usually, ladies are preferred.
Logistics department:
It is divided into infirmary, washing department and staff canteen.
The requirements of the staff canteen in the infirmary are not explained here. The washing department is responsible for washing, ironing and folding linen in the hotel. Employees, ordinary workers in society, graduated from primary school, can bear hardships.
Administrative department:
It is usually the highest decision-making department of the hotel, responsible for hotel administrative regulations, participating in personnel transfer and overall planning, reviewing sales and marketing plans, and exercising the power of general manager.
Requirements: All managers have working experience as managers in relevant departments.
Engineering department:
Responsible for the maintenance of hotel facilities.
Requirements: major in mechanical engineering, with relevant engineering management experience is preferred. Male worker 18-40 years old.
Purchasing department:
An independent accounting department, which is linked with the logistics department and managed by the finance department, serves the material procurement of various business departments.
Requirements: Experience in purchasing, local people are preferred.
Others: some small departments, such as the reservation department belongs to the front office and the banquet department belongs to the catering department, so I won't list them one by one. I'm exhausted ... >>
Question 7: What are the aspects of hotel management? Room management
Catering Management
Commercial bar management
Member management
Agreement unit management
Potential customer tracking
Member consumption statistics
purchasing management
stock control
Supplier management
Question 8: What are the specific work contents and responsible departments of hotel management? Hello, landlord! Job description:
The lobby manager is the middle-level manager of the hotel or restaurant industry. Entrusted by the general manager, he handles the complaints of the guests about all the equipment, facilities, personnel and services of the hotel and restaurant instead of the general manager, supervises the operation of various departments, coordinates the relationship between various departments, and ensures that the hotel and restaurant provide quality services to customers in a normal order. They are the nerve center of hotels and restaurants and the bridge between hotels, restaurants and guests. Their general work scope includes:
Maintain order and guest safety in the lobby, and keep the lobby quiet, elegant and civilized;
Arrange the work of the day properly, and supervise and inspect the work quality of the front desk and waiters;
Handle guest complaints and assist hotel leaders and relevant functional departments to deal with all kinds of emergencies in the hotel;
Answer guests' inquiries and provide necessary help and services to guests;
Patrol every day to monitor the gfd, sanitary conditions, equipment operation and safety of hotel and restaurant employees.
In addition to acting as a bridge and link, the lobby manager is also a "watchful eye" to supervise the quality of hotels and restaurants.
Core competitiveness:
Knowledge requirements: Lobby managers generally require college degree or above, regardless of major. They have received training in service management and hotel management, and know public relations etiquette, psychology, management and hotel business knowledge.
Skills requirements: Familiar with hotel management workflow and management norms, with strong organization, management and coordination capabilities; Have considerable training ability, strong adaptability and fluent oral English.
Experience requirements: at least one year working experience in hotel or restaurant, familiar with the operation and management of hotel and restaurant services.
Professional quality: good temperament, kindness and generosity, dignified appearance, cheerful personality, good at communication, overall concept, service awareness and strong sense of responsibility, able to work under greater pressure.
Professional status:
As a profession, "lobby manager" plays a very important role in modern hotels and catering enterprises. In recent years, banks have also introduced the position of lobby manager. It can be seen that the role of the lobby manager is widely recognized. Of course, enterprises of different sizes have different requirements for lobby managers, and small and medium-sized enterprises focus on specific business capabilities; The requirements of large enterprises for lobby managers emphasize work consciousness and attitude. With the vigorous development of catering industry and hotel industry in China, the career prospects of lobby managers are very optimistic.
Risks and rewards:
The most unpredictable thing for the lobby manager is customer complaints. The purpose of any hotel or restaurant is customer first, and the lobby manager makes direct and face-to-face contact with the guests on behalf of the hotel or restaurant. The primary responsibility is naturally to maintain the order in the lobby, handle the complaints of guests, provide timely and thoughtful service for guests, and mobilize all resources of the hotel to meet the urgent needs of guests when necessary. It can be seen that the lobby manager is still a charging role, full of risks.
The income of the lobby manager depends on the scale and efficiency of hotels and restaurants. Generally speaking, the monthly salary of lobby managers in four-star hotels in Beijing is about 4,000 yuan.
Career trends:
Development path: in most hotels, the lobby manager is usually above the foreman and supervisor; Assistant to the general manager or director of the general manager's office. To this end, the development space of lobby managers is to move towards management.
Transformation opportunities: the lobby manager can transform into an administrative supervisor and assistant in the catering or hotel industry. What China lacks most now is hotel management talents. China attaches great importance to the development in this field. In 2008, 28 hotels in Beijing will open at the same time. I want to tell you that this major has a good prospect! As long as you work hard.
In fact, the professional theory of hotel management is the second, and practice is the main.
And even if you graduated from a famous university, you should start from the basics after graduation.
This major is about experience.
Therefore, my opinion is that even if I fail to pass the exam, it is most important to study and practice for one year in the form of loan (further study)! Sometimes what you learn in hotels is something you will never learn in books.
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I think there is a newspaper of Qingdao Hotel Management Vocational College on the Internet. Check it yourself.
Qingdao Hotel Management College
Tel: 0532-86051666 86051667 87973666 87973668.
Postal code: 266 100
Our school announced the articles of association of the enrollment provinces. Website: > >;
Question 9: What departments are there in hotel management? Catering, guest room, engineering, safety
Question 10: What does hotel management include? The main contents of hotel management:
① Asset management: facilities, equipment and service standards.
② Plan management: What to do in the future? Who will do it? How? For example, only when there is a fire can we establish and improve the fire prevention system and system.
③ Organization and management: manage the division of labor and cooperation of all hotel members. For example, post setting, rules and regulations.
④ Personnel management: management of the number of employees, daily management of training, salary evaluation, assessment, rewards and punishments, promotion and dismissal.
⑤ Communication management: processing information and conveying the understanding, support and help of superiors and subordinates, peers and superiors.
⑥ Collaborative management: discover and analyze the nature and types of conflicts in time, and choose the right method to solve them.
⑦ Power management: Without satisfied employees, there will be no satisfied customers. Employees' active working ability and behavior are closely related to customer satisfaction.
Budget and financial management: reduce expenses and increase profits.
Pet-name ruby management: hotel investment and management, products, prices, sales channels, promotion methods and advertising choices. The goal is to minimize costs and maximize profits.