Chapter 2 Hotel Organization

1
Chapter 2Hotel Organization

• Managing Front Office Operations
• Seventh Edition
• (333TXT or 333CIN)

2
Competencies forHotel Organization

• Explain what a mission is and describe how
  goals strategies and tactics are used to
  accomplish a hotels mission.
• Describe how hotels are organized and explain how
  functional areas within hotels are classified.
• Describe the functions performed by departments
  and positions within the rooms division.

(continued)
3
Competencies forHotel Organization
(continued)

• Identify the functions performed by other
  divisions and departments within a full-service
  hotel.
• Describe the organization of the front office
  including traditional work shifts alternative
  scheduling practices and the purpose of job
  descriptions and job specifications.

4
Revenue Centers

• Front office
• Food and beverage outlets
• Catering
• Room service
• Retail stores

5
Support Centers

• Housekeeping
• Accounting
• Engineering and maintenance
• Human resources

6
Rooms Division

• Front office
• Front desk
• Reservations
• Telecommunications

(continued)
7
Rooms Division
(continued)

• Uniformed services
• Bell attendants
• Door attendants
• Valet parking attendants
• Transportation personnel
• Concierges
• Housekeeping

8
Other Hotel Divisions

• Food and beverage
• Sales and marketing
• Accounting
• Engineering and maintenance
• Security
• Human resources
• Retail outlets
• Recreation
• Casino

9
Traditional Front Office Functions

• Reservations
• Registration
• Room and rate assignment
• Guest services
• Room status
• Maintenance/settlement of guest accounts
• Creation of guest history records

10
Typical Front Office Positions

• Front desk agent
• Cashier
• Mail/information clerk
• Telephone operator
• Reservations agent
• Bell attendant

11
Job Descriptions

• Lists job tasks
• Outlines reporting relationships
• Lists additional responsibilities
• Describes working conditions
• Lists job equipment and materials
• Lists other important information

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12
Job Descriptions
(continued)

• Used to
• Evaluate job performance
• Train/retrain employees
• Avoid duplication of duties
• Ensure tasks are performed
• Determine staffing levels

13
Job Specifications

• Lists needed personal qualities
• Lists needed skills
• Lists needed traits
• Spells out managements expectations

(continued)
14
Job Specifications
(continued)

• Factors considered
• Formal education
• Work experience
• General knowledge
• Previous training
• Physical skills
• Communication ability
• Equipment skills