UNIVERSITY OF SANTO TOMAS

COLLEGE OF TOURISM AND HOSPITALITY MANAGEMENT

HOTEL AND RESTAURANT MANAGEMENT

Vizcarra, Mary Joy A. 3H4 August 18, 2015

1. Draw the organizational chart of a 5-star hotel

2. What are the departments connected to the Front Office Operations?

a. Reservation Managers- are front line professionals who facilitate the promotion,
sales and bookings of a company's products and services. In most large hotels, your
role as reservations manager is closer to that of the rooms division manager. It tends
to be operational rather than strategic, although that depends on the setup.
 b. Front desk manager- The person in this position manages front desk clerks,
schedules employees and handles employee issues before they escalate to upper
management. Managers are expected to handle guest complaints and train front desk
staff.

c. Guest Services- The primary duty of a guest service agent is customer service. She
greets customers and asks them about their travels and plans, and explains hotel
policies and procedures. Guests receive her personal attention and can rely on her to
use all the resources of her organization to satisfy them.

d. PBX Manager- Supports the Director of Hotel Operations in the development and
implementation of the strategic plan and vision for the division consistent with the
Company’s objectives. Daily contact with outside vendors: determines necessity for
equipment, reviews all contracts dealing with purchasing of equipment, prepares
contract proposals.

References:

 Stockton Chamber of Commerce Apprenticeship Program: Guest Service Agent Job Description
 ONET OnLine: Summary Report for Hotel, Motel and Resort Desk Clerks
 U.S. Bureau of Labor Statistics: Employment Projections by Occupation
 work.chron.com/duties-guest-service-agent