A hotel is a team of teams. Front of house staff, such as reception, porters and the restaurant, serve guests directly, while back of house teams, such as housekeeping, maintenance, the kitchen and accounts, work mostly behind the scenes. Outside office hours, the duty manager oversees them all.
Why it matters
Many problems happen in the gaps between departments, such as a request reception heard but housekeeping never received. Knowing who does what closes those gaps.
Key ideas
Who does what
Housekeeping cleans, maintenance fixes faults, food and beverage (F&B) runs breakfast, bars and restaurants, and security protects people and property.
Internal customers
Colleagues depend on you just as guests do. An accurate departure list or allergy note serves the guest through them.
The duty manager
The manager in charge of the whole hotel out of hours. Call them when a problem crosses departments or goes beyond your authority.
Step by step
- 1
Learn the name of each department's supervisor in your first week.
- 2
Save the key phone extensions and radio channels.
- 3
Find out who covers each department at night.
- 4
Attend briefings to hear about VIPs, groups and events.
- 5
Pass on information with the room number, the detail and the deadline.
Do
- Thank other departments when they help you.
- Confirm who received your message, not just that you sent it.
- Report problems that keep repeating between departments.
Common mistakes
- Don't blame another department in front of guests.
- Don't assume someone else has passed the message on.
- Don't enter the kitchen or other work areas without permission.
The situation
At breakfast, a guest mentions that their child has a severe nut allergy and the family is dining in the hotel restaurant tonight.
What a professional does
You tell the breakfast supervisor and the kitchen at once, so this morning's food is safe. With the guest's agreement, you make sure the allergy is noted on tonight's table booking and tell the restaurant supervisor.
Useful phrases
“Housekeeping, it's Lena at reception. Room 312 has checked out early.”
“When can maintenance get to room 208? The guest is waiting.”
Pro tip
Have the room number and details ready before you call another department.
Quick check
Who do you contact at night when a problem affects several departments?
Think about it, then show the answer
The duty manager, who is in charge of the whole hotel out of hours.