While specific charts vary by hotel size (50-room boutique vs. 500-room luxury), a standard Manila hotel organizational structure follows this hierarchy:
| Department | Key Responsibilities |
|---|
| Rooms Division | Front Office (reservations, reception, concierge, bell, communications), Housekeeping (rooms, public areas, laundry), Recreation (pool, spa, gym) |
| Food & Beverage | Restaurants, bars, banquets/catering, room service, stewarding, culinary (Executive Chef), purchasing |
| Sales & Marketing | Transient/corporate/group sales, revenue management, e-commerce, PR, social media, loyalty |
| Finance & Accounting | Accounts payable/receivable, payroll, cost control, audit, tax, financial reporting, IT systems |
| Human Resources | Recruitment, training, compensation/benefits, labor relations, DOLE compliance, employee engagement |
| Engineering & Maintenance | Preventive maintenance, projects, energy management, safety, building systems (HVAC, electrical, plumbing) |
| Security | Guest/asset safety, CCTV, access control, emergency response, loss prevention |
3. Middle Management
- Front Office Manager, Executive Housekeeper, F&B Managers (per outlet), Banquet Manager, Revenue Manager, Sales Managers, Chief Engineer, Security Manager, HR Manager, Financial Controller
4. Supervisory / Line Staff
- Front Desk Agents, Bell Captains, Room Attendants, Housemen, Servers, Bartenders, Cooks, Commis, Sales Coordinators, Accounting Clerks, Technicians, Security Officers
5. Support / Shared Services
- Purchasing/Procurement, IT/Telecoms, Learning & Development, Clinic/Nurse, Chaplain/Multi-faith room, Transport/Drivers
Philippine-Specific Context
- Service Charge (10%): Distributed per DOLE guidelines — affects comp structure
- DOLE Compliance: Regularization, 13th month pay, SSS/PhilHealth/Pag-IBIG, safety committees
- DOT Accreditation: Tourism Dept standards for star rating
- Cultural: Strong hierarchy, "po/opo" respect, family-like culture, high turnover in entry roles
Large international brands (Marriott, Hilton, Shangri-La, Solaire, Okada) have more specialized roles (Revenue Strategy, Guest Experience, Sustainability). Smaller hotels combine roles (GM = Sales = HR).
Wanderlust World