Roles and responsibilities in hotel management

Match the following roles to their responsibilities

• Check-in/Check-out, Handling reservation

• Front Desk Agent

• Making restaurant reservations

• Concierge

• Cleaning and tidying guest rooms

• Housekeeper

• Maintaining & repairing hotel equipmen

• Maintenance Technician

• Serving food and drinks to guests

• Food & Beverage Staff

The Front Desk Agent is responsible for checking guests in or out; handling ​ (a)   ; answering ​ (b)   inquiries; providing information about ​ (c)   ​ (d)   and ​ (e)   ; and resolving guest complaints

• reservations
• guest
• hotel
• services
• amenities
• maintenance requests
• bosse

The Housekeeping Staff is responsible for: cleaning and ​ (a)   guest rooms, changing ​ (b)   , replenishing ​ (c)   , and ensuring the cleanliness of ​ (d)   areas.

• tidying
• linens
• amenities
• public
• painting
• decorating
• furniture
• landscaping

The Maintenance Technician is responsible for maintaining and ​ (a)   hotel equipment, responding to maintenance ​ (b)   , ensuring safety and security of the ​ (c)   .

• repairing
• requests
• property
• installing
• complaints
• guests

The Concierge is responsible for providing ​ (a)   about local ​ (b)   , making ​ (c)   reservations, ​ (d)   transportation, and assisting with luggage.

• information
• attractions
• restaurant
• arranging
• advice
• hotels
• catering

Food & Beverage Staff are responsible for ​ (a)   ​ (b)   to guests, taking ​ (c)   ​ (d)   , and ensuring cleanliness of ​ (e)   areas.

• serving
• food and drinks
• orders
• dining
• ordering
• video games
• room service

The Hotel Manager is responsible for overseeing all ​ (a)   , Ensuring guest ​ (b)   , ​ (c)   staff, handling ​ (d)   matters

• hotel operations
• satisfaction
• managing
• financial
• restaurant services
• event planning
• housekeeping duties

Sort hotel services to the front of the house and the back of the house.

Groups:

(a) Front of the house

,

(b) Back of the house

• Front Desk Agents

• Valet

• Engineering Staff

• Waitstaff
• Accounting

• Bartenders
• Security

• Procurement

• Housekeeping

• Concierge

What is the role of a reservationist in a hotel?

• To manage the hotel's financial accounts.
• To clean and maintain hotel rooms.
• To manage room bookings and assist guests with reservations.

• To oversee the hotel's restaurant operations.

What are some examples of hotel amenities?

• Free parking only
• In-room safes
• Business center with no computers
• Free Wi-Fi, swimming pools, fitness centers, complimentary breakfast, and room service.