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