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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