Back to: Operational Departments

Operational Departments
These are the specific teams that carry out the daily work of the hotel. Each department has a manager and a team of staff with specialized skills. In a smaller hotel in Nepal, one person might handle multiple roles, but in larger properties, these departments are very distinct.

• Rooms Division: This is often considered the core of the hotel, as it manages the main product—the guest rooms. It is usually divided into two key areas:

  • Front Office: The hub of guest activity. They handle reservations, check-ins and check-outs, guest accounts, and provide information. They are the first and last point of contact for guests. In a Nepali hotel, the front office team is also a key source of information for booking tours and arranging transport.

  • Housekeeping: Responsible for cleanliness and maintenance of all guest rooms and public areas. They ensure rooms are spotless, public restrooms are clean, and the lobby is always presentable. In a Nepali context, they might also be responsible for decorating the lobby with traditional art or flowers during festivals like Tihar.

• Food and Beverage (F&B) Department: This department manages everything related to food and drink.

  • Kitchen (Production): The team of chefs who prepare all the food, from breakfast buffets to multi-course dinners. In Nepal, a hotel kitchen must be skilled in preparing both international dishes and local Nepali cuisine for guests.

  • Service (Restaurants, Bars, Room Service): The waitstaff and bartenders who take orders and serve food and drinks to guests. They are responsible for providing excellent service in the hotel’s restaurants, by the pool, or in guests’ rooms via room service.

• Sales and Marketing Department: This team works to attract guests to the hotel. They develop marketing campaigns, work with travel agents and tour operators (very important in Nepal), manage the hotel’s online presence, and handle corporate accounts and group bookings for events and conferences.

• Engineering and Maintenance Department: These are the skilled technicians who keep the hotel running. They maintain the plumbing, electrical systems, heating and cooling (HVAC), and repair broken items. In a country like Nepal, where infrastructure can be challenging, this department is vital for managing backup generators during power cuts and ensuring a consistent water supply.

• Human Resources (HR) Department: The HR department handles everything related to employees. This includes recruiting and hiring new staff, managing payroll and benefits, organizing training programs, and ensuring a positive and fair work environment. They are the link between the hotel’s management and its staff.

• Accounts / Finance Department: This department manages all the hotel’s financial transactions. They pay the bills, process employee salaries, send invoices to corporate clients, and track the hotel’s income and expenses. They make sure the hotel is financially healthy.

• Security Department: The security team is responsible for the safety of guests, staff, and the hotel property. They monitor CCTV cameras, patrol the premises, control access to the hotel, and respond to any security incidents. In a Nepali hotel, they might also help manage crowds during large events or festivals.