Hotel Rooms Departments & Functions

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  • 0:01 Rooms Division
  • 0:43 Front Desk
  • 1:16 Reservations & Concierge
  • 2:17 Housekeeping & Guest Services
  • 3:20 Security
  • 3:59 Lesson Summary
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Lesson Transcript
Instructor: Tara Schofield

Tara has a PhD in Marketing & Management

The rooms department handles several different aspects of a guest's visit, including the front desk, housekeeping, and guest services. Let's take a closer look at each of these teams and what they do.

Rooms Division

Every hotel must have a rooms division, a department devoted to handling guests' needs and providing a smooth and comfortable stay. The rooms department handles everything from taking a guest's reservation to preparing their room and getting the guest checked in for the night.

Imagine you are responsible for the rooms division of your hotel. It is your job to make sure your guests have everything they need to make their stay relaxing and comfortable. If there is a problem with their reservation or visit, you will need to be prepared to handle their complaint - and prevent the problem in the future.

Front Desk

The front desk is the lifeblood of a hotel. It is at the front desk that guests are greeted and checked in and out of their rooms and that most needs are handled. Having caring, thorough, and friendly desk clerks is crucial, as this may be the first point of contact a customer has when arriving at the hotel. Desk clerks must handle a variety of questions and needs, all while being pleasant and professional with the guests.

Reservations and Concierge

Reservations can be made in several different ways, including online, through central reservations (for franchised hotels), and by calling the property directly. Often a guest will have a question about the hotel that must be answered by someone at the property, and being able to call to make a reservation can make things much simpler. The reservations department may be a separate group of dedicated call-takers who process reservations full-time. In hotels that are less busy, reservations may be combined with other front desk functions and handled by a desk clerk.

How do you know where to eat in a new city? Who can you ask about events or attractions in the area? The concierge helps guests plan their visit and enjoy local charms. A concierge not only makes recommendations for places to eat or attractions to visit, he or she can also make reservations or secure tickets for the guests' convenience.

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