hotel operations-1 (chapter-3).docx

8/10/2019 Hotel operations-1 (chapter-3).docx

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Introduction to Hotel operations -1

Prepared by: Vishnu Narayanan.V

Course Code: TMgt-M1031

Program Name: BA in Tourism Management

Chapter -3

Syllabus

Hotel Organisations & Departments

Organisational Mission, Objectives and Goal

Organisational Charts

Management Structure of a Hotel

Major Hotel Departments and their Responsibilities

Introduction

Need of organisation

The hotel clients (called guests in the hospitality industry parlance) receive a wide

variety of services and facilities from the hotel. To carry out all the functions

effectively and efficiently, the hotel should have a well-organized structure. Such a

structure has the following advantages:

It facilitates managerial action.

It encourages and improves efficiency.

It makes communication easier, faster, and more effective.

It ensures the optimal use of resources.

It stimulates creativity and adherence to conformity.

It creates job satisfaction in employees, thus motivating them to

excel.


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1. Organisational mission and goal

It has a purpose for existence, which is known as its mission. Mission, which

is an abstract idea, has an external orientation and relates the organization

to the society in which it exists.

According to Vern McGinnis (1981), a mission should perform the following

seven functions:

Define what the organization is.

Define what the organization aspires to be.

Be limited to exclude some ventures.

Be broad enough to allow for creative growth.

Distinguish the firm from all others. Serve as framework to evaluate current activities.

Be stated clearly so that it is understood by all.

Mission Statement

A mission statement is the statement of purpose that identifies the scope ofa hotels operations in product and market terms, and distinguishes the

hotel from other competing hotels.

The statement should suggest the uniqueness of the hotel from its

competitors and should address the interest of guests, owners, employees,

and society

It should be clear in terms of its intention, and should be feasible and

achievable


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The mission statements provide the framework for developing the strategies

and operations of an organization.

Objectives and Goals

OBJECTIVES

As compared to mission, objectives are more precisethey are used to

identify the end results that a hotel wants to achieve over varying periods oftime

Objectives help to measure the progress of a hotel vis--vis its mission

GOALS

The words objectives and goals represent measurable end results.

Long-term measurable results are treated as objectives and the short-termresults as goals

2. Organisational Charts

There are three different types of organisational charts

a. Hierarchical

b. Matrix

c. Flat (also known as Horizontal)

An organization chart is a Hierarchal, Matrix & Flat (Horizontal) graphic

representation of the structure of an organizationa list of all positions and

the relationship between them.


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It shows where each position fits in the overall organization, as well as

where divisions of responsibility and lines of authority lie.

It is a visual representation of how a firm intends authority, responsibility,

and information to flow within its formal organizational structure.

It usually depicts different management functions (accounting, finance,

human resources, marketing, production, research and development, etc.)

and their subdivisions as boxes, linked with lines along which decision-

making power travels downwards and answerability travels upwards.

The chart indicates direct reporting relationships as well as indirect

relationships, which, though not connected directly, involve a high

degree of cooperation and communication

ORGANISATIONAL CHART OF A FIVE STAR HOTEL

Administration Room division Personal Food and Beverage Dept Accounts Engineering

Training

Front Office House keeping

F&B Service F&B Production

Reception Desk Bar Kitchens

Reservation Floor Room Service Confectionary

Information Banquet Bakery

Bell desk Laundry Coffee Shop

Telephones Linen Restaurant


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Management Structure of a Hotel

There is no standard management structure for a hotel .in fact it will differ from the

hotel to hotel based on the size of the property and type of the hotel. The

management structure of the hotel should be designed to clearly delineate

management structure and individual and department responsibilities while

meeting the overall needs and goals .in the hotel environment structure is the best

way to channel employers effort towards productive ends.

Basic structure

Every Hotel, despite its size and amenities will split management structure into two

basic groups: administrative and operations. The administrative side of the

structure would include departments such as sales marketing accounting and

human resources. The operational side split further into food and beverages and

room division .the general manager has both administration and operations

reporting to them.

Functions

The administrative group is fairly straightforward. Any functions that do not

consistently interact with guest or impact service level falls into this group.

Operation group is bit more complicated. Food and Beverage, for instance might

include the hotels restaurants, bars night clubs, banquet department catering

departments and sometimes room service. Room division might include the frontdesk and front door personal, housekeeping, concierge, guest services and

sometimes security and engineering

Types

A hotels management structure depending upon the type of the hotel: limited

services, full services.An economy hotel or motel might outsource many of the

functions and have a limited structure consisting of front desk staff and small


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Maintenance crew. Limited services hotels usually have a small staff consisting of

front desk, Housekeeping and maintenances, sales and auditing departments.

Full-service or large hotels will have the large structure consisting of rooms, food

and beverage, human resources, marketing and sales in accounting. The room

and Food and beverage departments are most complicated. Rooms division can

include reservations, front desk, House Keeping, laundry security and engineering.

Food and Beverage may include food production, food services room service,beverage manager conventions and catering.

Major Hotel Departments and their Responsibilities

There are three different types of departments in hotels

1. Operating and Revenue producing (O.R.P)

2. Operating and Non-Revenue Producing (O.N.R.P)

3.

Non-operating and Revenue Producing (N.O.R.P)

Operating and revenue producing (O.R.P)

a.

Minor revenue producing departments

a.1. Laundry : the hotel may have its own laundry or may have a

contract with an outside laundry.in any case, laundry of guest clothing is

a facility provided by hotels and is charged for.

a.2 .Telephone Department :Guests are charged for local and trunk

calls either by the telephone operators or in case of direct dialing by

telephone meter . In a small hotel there would be a just a small switch

board, probably operated by receptionist.in large hotels, there exist a

separate department, where the board is manned by operators working

in shift.

a.3. Swimming pool: though hotel guest are not charged for this facility,

their guest may be charged for using the pool .many hotels offer free


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Swim with the buffet lunch (charged per head and set up near the pool

side)

b. Major revenue producing departments

There are two major revenue producing department in the hotel

1. Room Division Department

2. F&B Department

1. Room Division Department

This department basically connects two departments

a.

House keepingb. Front office

Housekeeping is concerned with keeping the guest room clean and in a

position to be sold. Although, housekeeping is behind the screen activity

it is extremely important.

Front office concerned with the actual sales of rooms and comes in

direct contact with guests

2. F&B Department

Food and beverage department further divided into:

a. F&B Production/Preparation and

b. F&B Sales /Service

a. F&B production: includes kitchen bakery confectionery stores and

pantry .all these are behind the scenes and deals with preparation of food right

from storage of raw materials to the final product to be served to the guest.


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c. F & B service : includes all the service outlets where the food prepared

by the F&B production are is sold to guests

c.1. Restaurants :- General as well as specialty restaurants. These

restaurants have fixed hours of service generally 12 noon to 3 pm and

ten from 7 pm to 12 midnight.c.2. Coffee Shops :-a coffee shops is open 24 hours of the day and

serves mainly snacks and beverages. Heavy meals are generally served

only during lunch and dinner time. A coffee shop generally has informal

atmosphere and plated services.

c.3 Bar:-serves alcoholic and non-alcoholic beverages along with

snacks. permit is required to operate it and there are fixed hours of

operation ie. 11 am to 3 PM and 6.30 PM to 11 PM

c4. Room Service: 24 hours service in most large hotels.

C5.Banquets: it is the major revenue producing department, among the

F&B service department. Some of the Banquets functions are dinners,

Lunches, Wedding Receptions, Cocktail Parties, Conference, Club

meetings, Outdoor Caterings etc.

OPERATING AND NON-REVENUE PRODUCTS (O.N.R.P)

a. Personnel:deals with recruitment and training staff, staff induction,

promotions, welfare etc.

b.

Security :deals with security of the hotel ,highly vigilant against any

kind security breach

c.

Maintenance: they are responsible for total maintenance and upkeep

of rooms and public areas ie Air conditioning, lift, plumbing,

Electricity, Lightening, carpentry etc.


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d. Accounts: Receives a copy of all departments vouchers and the

guest bills. Maintenances cash register, city ledger etc. prepares

sales summery sheets for each days sales.

e. Sales and Marketing: sales concerned with getting and

maintenance clientele both for rooms and food and beverage.

NON-OPERATING AND REVENUE PRODUCING (N.O.R.P)

They include travel agencies and airline offices, book shops,

chemists, florists, bank, beauty parlous etc. They may be let out

either on commission basis or on rental basis. These concessionaries

should be reputable as for the guests they are part of the hotel

---------------The End--------------

hotel operations-1 (chapter-3).docx

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