1. HOTEL MANAGEMENT AND OPERATIONS

2. SAMPLE ORGANIZATIONAL CHARTFOR HOTEL INDUSTRYGENERALMANAGER Director of MarketingDirector of MarketingController Director of HR MrktngA/C SMStaffStaff F&BFront Securit DirectorEmploy Director TrainingPayroll Outlet OfficeyHouse ment EngineeringMgrMgrKeeping HouseFront Bell Staff Concierge ReservationKeeping Office Staff Manager 3. ADMINISTRATIVE DEPARTMENTS General Management: GM is the chief operating officer of the hotel with responsibilities in 3 main areas:a) Related to guest and employees.b) Overseeing Operationsc) Increasing Profitability He is charged with promoting great satisfaction He supervises and organizes all other department within hotel. 4. Accounting:a) Hotel Accounting functions come under the supervision of the Controller or head accountant.b) He participates in long term financial planning and projections.c) Large hotels employs a credit manager whose responsibilities include validating and authorizing guest credits and collecting overdue accounts.d) Paymaster heads the large payroll division and under them are clerks and cashiers. 5. Human Resource:a) Interviewing hiring and training the employees is a necessity and in large hotels this is performed by separate HR department.b) This department manages the hotels employees benefits program and monitors compliance with laws that relate to hiring and promotion. 6. Marketing/ Sales:Responsibilities include:a) Sales of hotel rooms and facilities to individuals and groups.b) Advertising in print and media sources.c) Managing public relations to increase the image of the hotel.d) Establishing contacts with travel agents and tour guides. 7. SERVICE DEPARTMENTS To provide lodging facilities all hotels are organized with4 major functions: a) Front Desk Operations b) House Keeping. c) Building Maintenance/ Engineering d) Security e) Food and Beverages Operations 8. FRONT DESK OPERATIONS The Front Office oversees room availability, registers guests,processes reservations supervises check out and assignsrooms and keys. They answers guest questions about hotel activities andresourcesand provides information about the nearbyattractions. More often, a front desk manager supervises a team ofworkers, including those whose duties are outlined as follows. 9. RESERVATIONS:a) It can be booked in through a local reservation clerks, through the sales or marketing department or through nationally centralized reservation system.b) To combat with the loss of reservations , overbooking of rooms is a practice. CHECK IN:a) The room clerk is the person who greets and registers hotel guests.b) If there is a prior reservation he arranges after the verification and if not means necessary arrangements are made. 10. c) Some hotels use computerized property management systemto store information about reservations.d) Small establishments may maintain this information on aroom rack which shows the status of the guest rooms. CHECK OUT:a) This procedure is also handled by the same person handling the registration process.b) Property management systems are used by the hotels to record guest charges and the final statement is provided.c) A copy of itemized statement is given at the departure time or sent to the mail. 11. GREETING:a) A bell captain is a person a guest meets at the time of arrival .b) The bell captain trains and supervises all bellhops, those who usher arriving guest to their rooms and carry their luggages.c) He also supervises the hotel door attendants and valet parking crew. COMMUNICATION:a) Traditionally telephone messages, mail, and faxes are held but now technology has advanced where hotels install electronic voice mail systems.b) Voice mail allows a caller to leave a message to the guest room phones and by dialing a code number the guest can retrieve their messages at any time.c) Some hotels transmit guest messages via television .d) Another service is wake up calls which is computerizedor alarm clocks is set up in the rooms to set their own timings. 12. INFORMATION SERVICES:a) Most hotels have a concierge who serves as a private secretary for the guests.b) He arranges for the information about the city attractions, specialties and other arrangements for the guest. HOUSE KEEPING:a) It is the main parameter for guest satisfaction.b) Guest often looks for cleanliness as a key factor for satisfaction.c) House keeping department is headed by executive house keeper and also handles hiring, training and supervising of staffs.d) The House keeping functions includes: Room Preparation Hotels Laundry Laundry and Dry Cleaning for Guests Building Maintenance/ Engineering. 13. SECURITY:a) Most hotels have a chief of security officer who has training in law enforcement as well as civil and criminal law.b) Electronic key card offer superior security where in it does not list the name of the hotel or guest room number.c) Security staff develop catastrophe plans to ensure staff and guest security and to minimize direct and indirect disaster. FOOD AND BEVERAGE OPERATIONS:a) Primary components include banquets, catering , and restaurants. It also includes Room Service and Vending Machines. Raid the Pantryis a service where guest can enter and help themselves in a pantry arestocked with sandwiches, soft drinks and cookies. 14. BYAlina Vincent Parokaran &Harsha Hareendran