lesson 2 the hotel organization
TRANSCRIPT
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HOTEL ORGANIZATION
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Functions of a Hotel
Lodging accommodations
Revenue centers
Cost centers Serve and enrich society
Profit for the owners
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Organizational Structure
The Flat Organization - large number of employees
reporting to one supervisor (with wide span of
control)
The Tall Organization - a small number of employeesreport to a supervisor, necessitating a larger number
of supervisors (with narrow span of control)
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Revenue Center versus Support Center
Revenue Centers
Profit generator
Support Centers
Support and help providers
Front officeF&B Outlets
Room service
Retail stores
HousekeepingAccounting
Engineering
Sales & Marketing
Human ResourcesSecurity
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Front of the House versus Back of the
House
Front of the House
With guest contact andinteraction
Back of the House
Minimal guest contact andinteraction
Front Office
Restaurants
Uniformed Services
Kitchen
Housekeeping
Accounting
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Executive Committee (EXECOM)
General Manager
Director of Human Resources
Director of Food and Beverage
Director of Rooms Division
Director of Sales and Marketing
Director of Engineering
Director of Accounting
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Executive Committee Chart
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Qualities of Successful Hospitality
Leaders
Leadership
Attention to detail
Follow-through
People skills
Patience
Ability to delegate effectively
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Rooms Division
Front office
Housekeeping
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Room Division Organizational
Chart
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Functional Departments
Rooms Division The main task is to manage the sale
and maintenance of rooms in a hotel. It is segmented
into two departments:
Front Office Department
Thisis the "nerve center" in
the entire hotel operations. All the transaction passes through
within this department. It acts as the public face of the hotel,
the first and last point of contact for the guest.
Housekeeping Department
Their task is to clean andprepare guest rooms, and maintain the cleanliness of hotel
common/public areas.
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End of Lesson