Search
  • revners

Every Department matters in a thriving Hotel

Non operational departments are considered as less important. Do you feel the same. It's not the truth.



Introduction – Every hotel is separated into two groups Operational Departments & Non Operational Departments While both sections are equally crucial to success, staff members in each team share vastly different responsibilities.  In larger hotels, At heart hotels deliver what they say they will. Employees in both the groups are equally the key parts of the processes that will ensure customer satisfaction. 

Operational Departments -  Hotel operations are chiefly concerned with providing accommodation, food and beverage services. Operations team requires a good understanding of Rooms, Restaurants and Kitchen Operations, Spa & Banquets. They are known as ‘Front-of-House’ because their services are produced in the presence of customers. Reception, Restaurant, Bar, and Concierge services are all examples of settings where hotel employees and their activities are on display. In some hotels, these core services are augmented with leisure and fitness facilities, or with conference and banqueting services that attract additional guests and Revenue. In operations the customer experience requires employees having a direct interface with customers. Staff performance has an immediate impact on customer experience, and can thereby influence levels of customer satisfaction and dissatisfaction. 


Non- Operational Departments - Hotel services & production processes which customers rarely see also known as ‘Back-of- House’  do a lot to  move the engine of hospitality in many ways knowing that what they do may go unnoticed – unless they don’t do it. The planning process for BOH covers all operational and production departments such as stores and material receiving area, staff entry, time and security offices, cold storage rooms, housekeeping department and uniform room, staff locker rooms / toilets, staff recreation room and cafeteria, EDRs, engineering department and workshop, file server room, back office and various back end offices, such as Accounts and Administration, HR / Personnel, Sales and Marketing, Training Department, Record Rooms, etc.Kitchen services and laundry are the most obvious examples: customers do not usually see the food being cooked, or items being laundered. Housekeeping and room cleaning represent something of an ‘in-between world’ as guests are not typically present when the room attendant services the room. 


Key Differences –The difference between production and operation management, are presented hereunder:

Non- Operational Departments refers to the management of activities related to the production of goods. Production Management connotes the administration of the range of activities belonging to the creation of products. 

Operational Departments is a step ahead of production management, or it can be said that the production management is a part of the operations management. Operations Management, as the name suggests is the administration of business operations, by the managers of the organization.  

Importance – Operational & Non-operational team management are both very important for organizations as they ensure that the products are generated in an efficient and effective manner, with optimal use of resources and minimal wastage. Hence, organizations should focus on both the management practices if they wish to satisfy their customers and grow their business.

To simplify & clarify in short for freshers I have divided the same as below: The importance of Back-of- House for an organisation is as follows:

1-Helps the organization achieve its production objectives. 

2-Helps in maintaining organization goodwill, reputation and image in the market. 

3-Introduces new products in the market. 4-Ensures all production resources are used optimally.

The importance of Front-of-House for an organisation is as follows:

1-This is focused more on processes and how they can be optimized so that there is minimum wastage of available resources. 

2-This is more about the management business operations which includes production and post-production stages. 

3- It is delivery-focused which means the emphasis is on successfully turning inputs into outputs in the most efficient manner.

Scope -

Back-of- House involves taking decisions with respect to the accounting, hiring, quality, quantity, marketing etc. of the products being created by the organization, i.e. its scope is limited to the production of goods. It’s prime objective is to produce right quality goods in right quantity at right time and at least cost.

Front-of-House has a wider scope to gain guest satisfaction for the hotel and involves the key and immediate decisions sometimes in order to smoother some complicated situation if any. It’s prime objective is to utilize the given resources, to the extent possible so as to satisfy customer wants.


Overall if we see every hotel’s efficiency is the goal We should know that there is a connected party to achieve this goal which includes back-of-house operations like housekeeping, moving to front-of the-house like front desk staff ,ending with the guests. The line that connects these three parties is communication. Faster and more accurate communications means things get done quickly and correctly and the hotel guest is happier. The problem with many hotels is that this line of communication is asynchronous which meaning there is a delay between communications and actions.Hence let's learn and pass the message that every person matters in a hotel unit and there is No Such Thing as an Insignificant Position.

We at Revners NEED YOUR INSIGHTS – what do YOU want to see next? What information would help YOU take your operations to the next level? That is why we decided making insights from our experiences. So come follow us for updates:

254 views0 comments