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HOSF 1095 (5)
Lecture 2

Front Office Operations Week 2

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HOSF 1095
Adam Fikis

Front Office Operations Adam Fikis Week #2 1.What is a Hotel’s Mission? Mission statement: define the unique purpose that sets one hotel or hotel company apart from others. A hotel’s mission statement often addresses the interests of its three main constituent groups: guests, management, and employees. 1) A hotel’s mission statement can address the basic needs and expectations of the hotel’s guests. 2) A hotel’s mission statement can reflect its management philosophy type. 3) The mission statement can help the hotel’s employee meet or exceed both guest and management expectations. Example: “Turning moments into memories for our guests” --- Fairmont Hotels & Resorts 2.What are Hotel Goals? Goals are those activities and standards an organization must successfully perform or achieve to effectively carry out its mission. A goal is more specific than a mission; it requires a certain level of achievement that can be observed and measured. 3.What are Hotel Strategies? Strategies: the methods a department or division uses to achieve its goals. Tactics further define how goals will be achieved. They are the day-to-day operating procedures that implement successful strategies. 4.What are Departments? Departments: groups of workers in a hotel who all perform similar jobs. One method involves classifying an operating division or department as either a revenue center or support center. Food & Beverage = Outlets + Banquets Outlets: Restaurants, Cafes, Bars, Room Service, Mini Bar Banquets: Meetings, Events(weddings, parties) Revenue Centers • Front office • Food and beverage outlets • Sales & Catering • Room service • Retail stores • Spa Support Centers • Housekeeping • Accounting
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