HPC 123 REVIEWER

General Manager

What is the meaning of GM?

General Manager

_____ is the ultimate leader. Responsible for directing the activities of all departments to achieve efficiency and profitability.

Department Coordination

The GM works closely with department heads, such as the Director of Rooms, Food & Beverage Manager, and Housekeeping Manager, to ensure smooth operations and collaboration across the hotel.

Financial Oversight: Guiding the Hotel's Finances

The GM is responsible for managing the hotel's budget, financial reporting, and profitability.

Guest Relations: Ensuring a Memorable Stay

The GM is ultimately responsible for guest satisfaction, ensuring that guests have a positive and memorable experience.

Operational Oversight: Keeping the Hotel Running Smoothly

The GM ensures the smooth day-to-day operations of the hotel, focusing on staff performance, service standards, and guest experience.

Strategic Planning: Charting the Hotel's Future

The GM develops long-term strategies to improve the hotel's market position, profitability, and guest experience.

Online reservations

_______ (The digital age of booking) have revolutionized the way we book travel, offering convenience and instant access to availability.

Phone reservations

______ (Personalized touch) offer a more personalized experience, allowing guests to ask questions and receive tailored recommendations.

Walk-in Reservations

______(spontaneous stays) offer flexibility for travelers who prefer to book their stay on the spot, but availability is limited to unreserved rooms.

front office of a hotel

______ is the central nerve center that orchestrates a smooth and enjoyable guest experience. It acts as a bridge between various departments, ensuring that guest requests are met promptly, rooms are prepared efficiently, and any issues are resolved swiftly.

COORDINATING WITH HOUSEKEEPING:
ENSURING A PRISTINE STAY

The front office maintains a close relationship with the housekeeping department to ensure guest rooms are clean and ready for arrival.

COLLABORATING WITH MAINTENANCE:
ADDRESSING GUEST CONCERNS

The front office plays a crucial role in addressing maintenance issues that may arise during a guest's stay.

PARTNERING WITH FOOD AND BEVERAGE:
DELIVERING CULINARY DELIGHTS

The front office works closely with the food and beverage (F&B) department to fulfill guest dining needs and ensure a delightful culinary experience.

COLLABORATING WITH SECURITY:
ENSURING GUEST SAFETY

The front office plays a vital role in ensuring guest safety by coordinating with the security department.

front office staff

The ________ are responsible for managing several core functions that directly impact the guest experience.

These include reservations, check-ins and check-outs, and handling guest inquiries and complaints.

GUEST CHECK-IN AND CHECK-OUT

This is arguably the most visible aspect of the front office.

Reservations management

The front office is responsible for managing the hotel's reservation system, ensuring optimal occupancy and revenue.

Handling guest inquiries

Front office staff must be knowledgeable and responsive to address guest inquiries, providing assistance and information.

MANAGING COMPLAINTS AND RESOLVING ISSUES

The front office is the first point of contact for resolving guest complaints and addressing any issues that may arise.

Guest relations officer

The ________ focuses on ensuring that guests, particularly VIPs and long-stay guests, have a personalized and enjoyable experience.

Front office manager

This role is the leader of the front office team, responsible for overseeing all operations and ensuring smooth day-to-day activities.

receptionist

The _______ is the first point of contact for guests, responsible for welcoming them, handling check-in and check-out procedures, and providing essential information.

concierge

The ________ is a valuable resource for guests, providing personalized service and assisting with various requests.

bellhop

The _______ is responsible for assisting guests with their luggage and providing other services to ensure a smooth and comfortable stay.

guest relations officer

The ________ focuses on ensuring that guests, particularly VIPs and long-stay guests, have a personalized and enjoyable experience.

housekeeping department

The _________ is responsible for maintaining the cleanliness and orderliness of a hotel, ensuring a comfortable and hygienic environment for guests.

Executive housekeeper

This role is the leader of the housekeeping department, responsible for overseeing all operations and setting standards.

Assistant housekeeper

This role supports the executive housekeeper, coordinating tasks and handling daily issues.

Supervisors

These _______ are responsible for overseeing cleaning and maintenance tasks in their specific areas of responsibility.

Room attendants

_____ are responsible for cleaning and maintaining guest rooms, ensuring a comfortable and hygienic environment for guests.

Public area attendants

______are responsible for cleaning and maintaining public areas, such as lobbies, corridors, restrooms, and meeting rooms.

Laundry staff

_____ responsible for managing the laundry operations, ensuring that all linens and uniforms are washed, dried, ironed, and distributed efficiently and according to the hotel's standards.

Cleaning guest rooms

This is the most visible function of the housekeeping department, ensuring that guest rooms are spotless and ready for arrival.

Maintaining public areas

The housekeeping department is also responsible for maintaining the cleanliness and orderliness of public areas, ensuring a welcoming and comfortable experience for all guests.

Laundry services

The housekeeping department manages the laundry operations, ensuring that all linens, towels, and uniforms are clean and ready for use.

Inventory management

The housekeeping department is responsible for managing the inventory of cleaning supplies, linens, and guest amenities, ensuring that the hotel has enough supplies to meet the needs of its guests and staff.

Coordination with other departments

The housekeeping department works closely with other departments, such as the front office, maintenance, and engineering, to ensure seamless operations and guest satisfaction.

Guest rooms

This is the core responsibility of the housekeeping department.

Public areas

These spaces are used by both guests and staff, requiring constant attention to maintain a positive impression.

Back-of-house areas

While these areas are not directly accessible to guests, maintaining cleanliness is essential for staff morale and efficiency.

Laundry operations

This is a critical function within the housekeeping department, ensuring a constant supply of clean linens and towels for guests and staff.

RESTAURANTS

______ are the most recognizable sector of the food and beverage service industry, offering a diverse range of dining experiences, from casual eateries to fine dining

establishments.

Bar and lounges

offer a social setting for socializing, enjoying alcoholic beverages, and experiencing nightlife entertainment.

Catering

____ companies provide food and beverage services for events, such as weddings, corporate events, private parties, and conferences.

Institutional food service

_____ provides meals and beverages in settings like schools, hospitals, prisons, and military bases, focusing on nutritional standards and convenience.

Menu planning

The ______ is the first point of contact between a guest and the F&B department. It sets the tone for the dining experience and showcases the establishment's culinary offerings.

kitchen

The _______ is the heart of the F&B department, where culinary magic transforms raw ingredients into delicious dishes.

Guest Service

The ______ aspect of the F&B department is where the human touch shines.

Executive Chef

The _______, also known as the Chef de Cuisine, is the leader of the kitchen brigade. They are responsible for overseeing all aspects of the kitchen, from menu planning and recipe development to staff management and quality control.

Sous Chef

The ______ is the second-in-command, acting as the Executive Chef's right-hand person. They are responsible for the day-to-day operations of the kitchen, ensuring that all tasks are completed efficiently and according to the Executive Chef's vision.

Chef de Partie

The _______, also known as a Line Cook, is responsible for a specific station in the kitchen. Each station has its own set of tasks and responsibilities, requiring specialized knowledge and skills.

Commis Chef

The ______ is a junior chef who assists the Chef de Partie in their station. They are responsible for performing basic tasks, such as chopping vegetables, preparing ingredients, and cleaning their work area.