Back-of-house
/Back-of-the-House in Hotels
The term "back-of-the-house" refers to the operational areas of a hotel that are not directly visible to guests. These areas are crucial for the smooth functioning of the hotel and play a central role in ensuring an exceptional guest experience. In this note, we will explore the various departments and sub-departments that comprise the back-of-the-house, discuss why it is critical for the hotel's success, and examine its impact on the employee experience.
Departments and Sub-departments
1. Housekeeping: The housekeeping department is responsible for guest room cleanliness, maintenance, and overall hygiene of the hotel. Sub-departments within housekeeping may include room attendants, laundry and linen, and public area cleaning.
2. Engineering: The engineering department handles the maintenance, repair, and upkeep of the hotel's facilities, including electrical systems, plumbing, HVAC, and general building maintenance.
3. Human Resources: This department manages employee recruitment, onboarding, training, performance evaluation, payroll, and employee relations, ensuring that the hotel has a motivated and well-trained workforce.
4. Purchasing: The purchasing department is responsible for procuring supplies, materials, equipment, and services required by various departments in the hotel. It ensures that the hotel has the necessary resources to operate seamlessly.
5. Finance and Accounting: This department manages the financial aspects of the hotel, including budgeting, financial reporting, accounts payable and receivable, payroll, and general financial analysis.
6. IT and Technical Support: The IT department ensures the smooth functioning of the hotel's information systems, such as property management systems, communication networks, and guest facing technologies. Technical support provides assistance for any technological issues that may arise.
7. Security: The security department is responsible for maintaining a safe and secure environment for guests and employees. This includes monitoring surveillance systems, managing access control, enforcing safety regulations, and responding to emergencies.
Criticality of Back-of-the-House
The back-of-the-house operations are critical for several reasons:
1. Efficient Operations: The back-of-the-house departments ensure that the hotel's day-to-day operations run smoothly. From maintaining clean and well-functioning guest rooms to managing finances and procurement, these departments ensure that all necessary resources are available, enabling the front-of-the-house departments to deliver exceptional guest service.
2. Guest Satisfaction: The seamless operation of back-of-the-house areas directly impacts guest satisfaction. Clean rooms, well-maintained facilities, prompt maintenance response, and efficient financial management create a positive guest experience, leading to customer loyalty and positive reviews.
3. Cost Control: Effective management of finances, procurement, and resources helps control costs, which is essential for maintaining profit margins and competitiveness in the hotel industry.
4. Safety and Security: The security department plays a vital role in ensuring the safety of guests and employees by preventing and addressing potential threats or emergencies.
Impact on Employee Experience
The back-of-the-house has a significant impact on the employee experience:
1. Efficiency and Support: Efficient back-of-the-house operations provide support and resources to the front-line staff, making their jobs easier and more efficient. This, in turn, contributes to a positive work environment.
2. Facilities and Maintenance: Well-maintained facilities create a conducive work environment for employees. Regular maintenance, quick response to technical issues, and comfortable employee amenities enhance the overall employee experience.
3. Safety and Security: The presence of proper safety measures and security protocols reassures employees and creates a sense of security and well-being.
4. Training and Development: Human Resources, a crucial part of the back-of-the-house, ensures that employees receive proper training and development opportunities, fostering career growth and job satisfaction.
In conclusion, the back-of-the-house departments form the backbone of hotel operations, enabling efficient service delivery, guest satisfaction, cost control, and employee support. A well-functioning back-of-the-house is essential for maintaining a high level of service quality and ensuring a positive employee experience in the hospitality industry.
