Describe the functional groups of a hotel that handle issues directly related to guests.

1. Front Desk: The front desk staff are responsible for checking guests in and out, handling reservations, providing information about the hotel and local area, and addressing any issues or concerns that guests may have during their stay.

2. Concierge: The concierge assists guests with making dinner reservations, booking tours or activities, arranging transportation, and providing recommendations for things to do in the area. They are also available to address any special requests or concerns that guests may have.

3. Guest Services: The guest services team is responsible for ensuring that guests have a comfortable and enjoyable stay. They may assist with room service orders, housekeeping requests, and any other needs that guests may have during their stay.

4. Housekeeping: The housekeeping staff is responsible for cleaning and maintaining guest rooms, as well as common areas of the hotel. They ensure that rooms are clean and well-stocked with amenities, and address any issues with cleanliness or maintenance that guests may have.

5. Food and Beverage: The food and beverage team is responsible for providing guests with dining options, including room service, on-site restaurants, and catering services. They ensure that guests have a pleasant dining experience and address any issues or concerns related to food and beverage service.

6. Security: The security team is responsible for ensuring the safety and security of guests and the hotel property. They may address any security concerns that guests may have, as well as respond to emergencies or incidents that may arise during a guest's stay.

Front Desk
- Check-in/check-out
- Key distribution
- Guest inquiries and requests
- Handling complaints and resolving guest issues
- Providing information on hotel services and amenities
- Processing reservations and payments

Concierge
- Providing recommendations for dining, entertainment, and activities
- Arranging tours and excursions
- Booking transportation
- Assisting with special requests and arrangements
- Providing general travel advice

Housekeeping
- Cleaning and maintaining guest rooms and public areas
- Restocking amenities
- Responding to guest requests for additional services (e.g., fresh towels)
- Identifying and reporting any safety or maintenance issues

Food and Beverage (F&B)
- Serving guests in restaurants, bars, and room service
- Taking orders, serving food and beverages
- Handling guest feedback and resolving any issues related to F&B services

Security
- Ensuring the safety and security of guests and property
- Monitoring security cameras and access points
- Responding to emergencies
- Providing escort services if needed

Guest Relations
- Building and maintaining relationships with guests
- Handling guest complaints and feedback
- Resolving guest issues in a timely and effective manner
- Conducting guest satisfaction surveys

Engineering
- Maintaining and repairing hotel facilities (e.g., air conditioning, plumbing)
- Responding to guest requests for maintenance assistance (e.g., lightbulbs, batteries)
- Ensuring the health and safety of guests by maintaining a clean and well-maintained environment