Matakuliah : G0424 – Hotel and Restaurant Management
Tahun
: 2008
Rooms Department
Pertemuan 7-8
Topics
• Front Office
• Housekeeping
Bina Nusantara University
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Learning Objectives
• To identify different job
identity and job task in
Rooms Departments
• To relate sections in Rooms
Department with other
departments.
Bina Nusantara University
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Rooms department
• Rooms dept. incharge of every single
room in a hotel.
• Head of the department is a Room
Division Director or Resident Manager.
• He/she supervise two sections:
– Front Office headed by Front Office Manager
(FOM)
– Housekeeping headed by Executive
Housekeeper.
Bina Nusantara University
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Division in Room Department
• Front Office
– ‘Shop window or etalase’ : a whole impression of the services and
facilities
– First and last connection area
– Make a direct and indirect contact with guest’s departure and arrivals
– Create a reputation and image of hotel
• House Keeping
– Provide a comfortable hotel environment
– Incharge of the cleanliness and purity of rooms, common area, lobby,
corridors and hotel facilities ie.garden, swimming pool, restroom, etc.
Bina Nusantara University
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Organisation Chart
Director of Rooms
Bina Nusantara University
Front Office
Executive
Manager
Housekeeper
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FO Division
FO Manager
Guest Relation Officer*
Reservation Officer
Operator
Mail & Information Officer
Front Desk Clerk
Bell Captain
Receptionist
Vallet service
Registrationist
Doorkeeper – Doorman
FO Cashier*
Bellboy – Bellmen – Porter – Bellhop
Night Auditor*
Page girl
Front Desk Agent*
Concierge*
* Bina
Work
in &University
report to different section
Nusantara
* Multi-skill task
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Front Office Manager
Task
Bina Nusantara University
Specification
9
Guest Relation Office
Task
Bina Nusantara University
Specification
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Operator
Task
Bina Nusantara University
Specification
11
Front Desk Clerk
Task
Bina Nusantara University
Specification
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Receptionist
Task
Bina Nusantara University
Specification
13
Registrationist
Task
Bina Nusantara University
Specification
14
FO Cashier
Task
Bina Nusantara University
Specification
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Night Auditor
Task
Bina Nusantara University
Specification
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Front Desk Agent
Task
Bina Nusantara University
Specification
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Reservation Officer
Task
Bina Nusantara University
Specification
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Mail & Information Officer
Task
Bina Nusantara University
Specification
19
Bell Captain
Task
Bina Nusantara University
Specification
20
Vallet service
Task
Bina Nusantara University
Specification
21
Doorkeeper – Doorman
Task
Bina Nusantara University
Specification
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Bellboy – Bellmen – Porter – Bellhop
Task
Bina Nusantara University
Specification
23
Page girl
Task
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Specification
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Concierge*
Task
Bina Nusantara University
Specification
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HK Division
Executive Housekeeper
Floor Captain
Chief Swimming Pool
Roomboy – Roommaid
Pool attendant
Housekeeping attendant
Rescuer
Head Houseman
Chief Gardener
House attendant
Gardener
Public area attendant
Florist
Chief Linen & Uniform
Chief Laundry
Linen Attendant
Ordertaker
Storeroom clerk
Sorter – Marker - Checker
Seamstress
Washer – Dry Cleaner - Ironer – Presser
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Bina Nusantara University
Executive Housekeeper
Task
Bina Nusantara University
Specification
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Floor Captain
Task
Bina Nusantara University
Specification
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Room boy – Room maid – Housekeeping
attendant
Task
Bina Nusantara University
Specification
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House attendant – Public area attendant
Task
Bina Nusantara University
Specification
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Linen Attendant
Task
Bina Nusantara University
Specification
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Storeroom Clerk
Task
Bina Nusantara University
Specification
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Seamstress
Task
Bina Nusantara University
Specification
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Pool attendant - Rescuer
Task
Bina Nusantara University
Specification
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Gardener
Task
Bina Nusantara University
Specification
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Florist
Task
Bina Nusantara University
Specification
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Ordertaker
Sorter – Marker - Checker
Task
Bina Nusantara University
Specification
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Washer – Dry Cleaner - Ironer – Presser
Task
Bina Nusantara University
Specification
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Inter-departemental of Front Office
Sales and
Marketing
Finance &
Purchasing
Engineerin
g
Bina Nusantara University
Food and
Beverage
Personne
l
Kitchen
FRONT
OFFICE
Security
Laundry
Banquet
Housekeeping
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Inter-departemental Housekeeping
Personnel
Food and
Beverage
Sales and
Marketing
Finance &
Purchasing
Kitchen
HOUSE
KEEPING
Engineering
Laundry
Front Office
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Security
Room Service
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Coordination between Front Office and
Housekeeping
Room
rack
Room
report
Workplan
Room Status
Front
House
Office Housekeeping keeping
report
Discrepancy
report
Floor Report
Housekeeping
report
Discrepancy after room check
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Conclusion
• Responsibilities of the rooms department include
reservations, guest reception, room assignment, tracking
the status of rooms (available or occupied), prompt
forwarding of mail and phone messages, security,
housekeeping of guest rooms and public spaces such as
lobbies, and answering guests’ questions.
Bina Nusantara University
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