Hailey Toch works as a hospitality professional with a history in various positions throughout college and her professional life at major hotel chains in metro areas such New York, Chicago, and LA. In the following article, Hailey Toch discusses the diverse range of roles and responsibilities within major hotel chains, and how they all work together to provide satisfaction, comfort, and a memorable stay.
When guests stay at a hotel, they are treated like kings and queens.
But behind every seamless check-in, every luxurious meal, or every immaculate room is an unsung hero playing their part in creating a relaxing and fulfilling environment fit for royalty. A complete customer experience is the result of a collaborative effort between numerous individuals working together to deliver exceptional service.
Hailey Toch on the Main Hotel Departments and Personnel Roles and Responsibilities
Housekeeping Department
The housekeeping department is a critical part of a hotel’s daily operations. Their main role is to maintain the hotel’s cleanliness, sanitation, and appearance, including the individual rooms, hallways, and lobby areas. Their hard work happens behind the scenes with the aim of creating a fresh and welcoming environment for guests.
Hailey Toch says that housekeeping staff should be diligent, detail-oriented, and organized. Typical positions within the housekeeping department are as follows:
- Deputy Housekeeper
- Head Housekeeper
- Floor Supervisor
- Linen Room Supervisor
- Housekeeper
- Room Attendant
Members of this department follow a strict schedule for doing their tasks. Major responsibilities of housekeeping employees include:
- Making beds, cleaning, and sanitizing hotel rooms, including the bathroom
- Replacing used towels and linen
- Taking out room service trays and garbage
- Restocking guest’s amenities
- Cleaning and sanitizing public and back areas of the hotel, including hallways and elevators.
Guest Services
Hailey Toch explains that the guest services department is the heartbeat of any hotel. Members of this department play a crucial role in facilitating a satisfying experience for all guests and ensuring the overall success of the business.
Also referred to as the front office or the front of house, guest services is the customer’s first point of contact with the hotel, from booking a room to checking in.
Employees in this department should possess exceptional patience, empathy, and professionalism, as well as a presentable and well-groomed physical appearance. Typical positions within the front office department are as follows:
- Hotel Manager
- Assistant Hotel Manager
- Receptionist
- Concierge
- Reservations Agent
- Porter
- Bellman
Hailey Toch says that the major responsibilities of guest relation employees include:
- Answer queries and provide information (hotel amenities, room prices, availability, etc.) to potential guests
- Make guest reservations
- Coordinate guest transportation like airport transfers and taxis
- Welcome and register guests upon arrival
- Address and resolve guest complaints
- Handle check-in and check-out procedures
- Settle guest accounts
- Offer personalized assistance to guests
Food and Beverage Department
Dining is a key element in hospitality, making the food and beverage department one of the central divisions of a hotel. It plays a pivotal role in uplifting an establishment’s reputation and profitability.
Hailey Toch explains that guests may not remember that their room was pristine or that the staff were friendly, but one thing they will definitely remember is the taste of the hotel’s food. If they liked the dining experience, they would definitely recommend the establishment to others.
Staff who work in this division must be flexible and willing to work in a fast-paced environment. Depending on the size of the hotel, the typical positions within the food and beverage department are as follows:
- Department/Restaurant Manager
- Host/Hostess
- Executive Chef
- Sous Chef
- Line Cook
- Kitchen Manager
- Catering Manager
- Kitchen Staff
- Server
- Bartender
- Barista
- Room Service
Major responsibilities of food and beverage employees include:
- Menu planning for hotel restaurant, room service, onsite shops with pre-made meals, and catering
- Preparing and cooking meals
- Oversee procurement, inventory, and costs for food and beverages
- Manage restaurant and bar operations
- Comply with hygiene and food safety standards
- Innovate and stay updated with the latest culinary trends
Security and Maintenance
Hailey Toch says that like the housekeeping division, the security and maintenance department do their job behind the scenes but contribute to the seamless daily operations of a hotel.
Staff in this division should be reliable and attentive to detail They must also have the right technical expertise and a commitment to guest comfort and safety. Typical positions within the security and maintenance department are as follows:
- Chief Security Officer
- Security Officer
- Maintenance Supervisor
- Groundskeeper
- Fire Safety Officer
- Chief Engineer
- IT Professional
- HVAC Technician
- Plumber
- Carpenter
Major responsibilities of security and maintenance employees include:
- Enforce safety protocols for guests and employees
- Oversee traffic control in parking lots
- Guard and patrol hotel areas
- Install, manage, and repair the systems and facilities in the hotel like electricity, water, internet, etc.
- Ensure the hotel building and the entire facility is well-maintained
In conclusion, Hailey Toch explains that the success of a hotel greatly relies on the teamwork of its hardworking employees. Every position, big or small, contributes to making guests’ hotel stay both enjoyable and memorable.
