Hotel Department
This department ensures guest rooms and public spaces are clean and sanitary.
Housekeeping
The Front Office is known as this part of the hotel.
Heart of the Hotel
This classical theory focuses on productivity through the "one best way" to work
Scientific Management
This value means being truthful even when no one is watching.
Integrity
This type of check-in allows guests to avoid the front desk.
Online or Digital Check-In
This department prepares payroll and manages the hotel’s budget.
Accounting and Finance
This system is used to manage bookings and guest profiles.
Property Management System or PMS
This theorist introduced Planning, Organizing, Commanding, Coordinating, and Controlling.
Henri Fayol
This work ethic means taking ownership of your mistakes.
Accountability
This trend promotes energy and water saving practices
SUSTAINABLE OR SUSTAINABILITY
This department oversees hiring, training, and staff benefits.
Human Resources
This shift handles balancing transactions and producing daily reports.
Night Audit
This theory views the hotel as a group of interrelated departments
Systems Theory
Wearing a clean uniform and being well-groomed is an example of this
Professional Appearance
Hotels use this to tailor services based on guest history.
Personalization or Guest Data
This department generates revenue through promotions and events.
Sales and Marketing
These staff members handle guest luggage and provide local information
Concierge or Guest Services
This theory says the best way to manage depends on the situation
Contingency Theory
You should avoid this behavior when a guest is angry.
Arguing or Confrontation
This protocol was enhanced after COVID-19 to ensure guest safety.
Hygiene and Health Protocols
This department ensures equipment and facilities like elevators and lighting are always working.
Engineering and Maintenance
TRUE OR FALSE A Property Management System (PMS) helps the front office track guest reservations and room status
TRUE
This modern theory emphasizes guest feedback and continuous improvement
Total Quality Management or TQM
Accepting small gifts or tips from guests is always considered ethical behavior.
FALSE
A self-service station in hotel lobbies that allows guests to check in or out without staff assistance.
Kiosk Check-in