Week 3Update and develop hospitality industry knowledgeKey Departments of the hotel

HOTEL ORGANIZATION CHART

• In order to carry out its mission, every company builds a formal structure depicting/outlining different hierarchy of management, supervision, and employee (staff) levels

• Outlines the responsibility among positions, departments, and divisions within a hotel.

• And representation of relationships between positions

RoomsDivisionManager

Food andBeverageManager

Directorof

Sales

Controller

FrontOffice

ManagerRestaurant Manager

CateringManager

Housekeeping Manager

Reservations Manager

HumanResourcesManager

LossPrevention

Manager

GeneralManager

SalesManager

SalesManager

An Organisational Chart

continued

• There are two types of relationships that might exist between any two functions at any organization chart. These are:

• Solid Lines: (i.e.: ) This kind of relationship shows Direct Line Accountability. To illustrate, if position A and B are linked with a solid line, it means (for example) that A shall report to B, that B shall tell A what to do, when to do, and how to it. Lastly, B shall be liable (i.e. responsible) for A.

• Dotted Lines: (i.e. ---------) This kind of relationship entitles both positions linked with dotted lines to have a high degree of Cooperation and Communication but not a direct line accountability. Usually in the hotel

The hotel is made of divisions:

· Rooms Division· Food and beverage Division· Sales and marketing Division· Account & finance Division

Engineering and maintenance· Security· Human resources These divisions can be divided into two1.Revenue centers2.Non Revenue centers

Hotel Divisions

 

· Front office

· Food and beverage

· Spa and Treatment centres

· Retail stores

Revenue Centers/Front Office of the house

 

· Housekeeping

· Accounting

· Engineering and maintenance

· Human resources

· Security

Support Centers/Back of the house

· Front office

· Reservations

· Communications/telephone operators

· Concierge

· Housekeeping  

Rooms Division Departments

Note: In many mid-size and larger properties, reservations may be part of the sales department.

Food and beverage Division

According to the statistics, F&B Department constitutes the second largest revenue generator of a typical hotel with an average of 23.1 for Food sales, and 8.6 % for Beverage sales. In a five-star hotel, Food and Beverage outlets might have the following forms:

Room Service/Quick Service Specialty Restaurants Coffee Shops BarsLounges Clubs Banquets/Catering Functions Wedding,

Birthdays…

Key Departments

Front OfficeHouse keepingFood and Beverage

BanquetsRestaurantsKitchen

SecurityGaming &

Entertainment

MaintenanceSales and MarketingFinance &

AdministrationHuman ResourcesManagement

Departmental HeadsGeneral ManagerRooms Division ManagerFood Beverage ManagerFinance ManagerSales ManagerGaming Manager Human Resource Manager Maintenance Manager

Kitchen StaffChef de Cuisine or Executive ChefSous ChefChef de PartieCommis

Kitchen StaffParties or

sectionsSauceRoastFishVegetableSoupLarderPastry

Chef de Partie

le Chef Saucierle Chef Rotisseurle Chef Poisonnierle Chef Entremettierle Chef Potagerle Chef Garde-Mangerle Chef Patissier

Other Kitchen Staff

ButcherBakerChef Tournant Chef de Garde Chef de NuitChef de Petit

dejeuner Communard Grillardin Le trancheur

Boulanger Relief Cook Duty CookNight Cook Breakfast Cook Staff CookGrill Cook Carver

Food & Beverage StaffFood & Beverage ManagerRestaurant ManagerMitre d’htel or Head WaiterSommelier or Wine ButlerFood & Beverage AttendantBar AttendantDrinks waiter Busies or Commis

Stewarding Staff/Kitchen hand

Chief StewardSteward

The stewarding department assumes total responsibility for crockery, cutlery, flatware &

other food service equipment.

Front Office Staff

Front Office Manager

Reception Manager

Guest Service Attendants

Night ManagerNight AuditorConcierge

Reservations Manager

Group Reservations Sales Agents

Housekeeping StaffExecutive House KeeperRooms ControllerGuest Service SupervisorPublic Area SupervisorGuest Service AttendantLinen Room Supervisor

Success in IndustryYour success will be determined by certain

attributes, skills & attitudes including: Personal attributes & attitudes

Social skills & attitudesPhysical attributes

Technical skills & knowledgeTraining & qualifications

Key Attributes for Success

Service PassionHigh standards of

grooming and personal hygiene

Effective communication skills

Interpersonal skills Attention to detail

CommitmentTeam player DedicationHonestyPunctualityPositive attitudeEnthusiasmFlexible attitude

Service Excellence

Continually Meeting the needs and expectations of guests & customersprofessionalqualityvalue for moneyconsistentefficient

Physical Appearance

Things to consider: Clothing & shoesHair & facial hairHandsJewellery Make upPostureIllness

Physical Attributes

FitnessStaminaHealthyWell rested

Training and Qualifications

Will depend upon where you work but it may be necessary to have:Responsible Service of AlcoholBasic Food HygieneResponsible Conduct of Gaming

Will need to be updated as your career progresses

Personal SWOT Analysis

Strengths:What are your capabilities

& competencies? What do you do well? Weaknesses:What don’t you do well?What capabilities &

competencies are you lacking? l

Opportunities:What opportunities

do you have because of your job, skills, community involvement etc?

ThreatsHow might your

personal goals & commitments stop me achieving me my professional goals?

Part (2)

HotelThere are many types of hotels, ranging from

5-star to smaller, budget establishments.International hotels offer a wide range of

facilities and cater for the higher end of the market (business people or those willing to pay for the services offered.)  Facilities can include restaurants/cafes/coffee shops/bistros, bars, gaming, gym, pool/spa/sauna, business facilities, etc. 

pub

cont.The kind of dining facilities found in pubs will

depend on the size and style of the establishment.  Pubs often have coffee shops, bistros, grill rooms and some also offer fine-dining.

Pubs provide a wide range of beverage-service options.  The options provided will vary, depending on the size and style of the particular hotel.

cont.

The types of bars found in pubs include:The front or public bar – The drinks served

in this bar are generally beer and spirits.  Some have a snack bar or may offer

counter meals from a bistro-style set-up.Saloon bar – This is considered more up-

market than the public bar and different dress codes usually apply. 

Drink prices are higher and there is usually a more extensive range of drinks available, such as popular boutique beers and cocktails.

Cont.Lounge Bar – Drink served here extend to

cocktails and mixed drinks.  The ambience is generally quieter than the public or saloon bar.

Tavern bar and garden or pool bars – These outlets are more specialised and take on many different styles and decors, often creating a special theme atmosphere.

Motel

MotelThe type and size of food and beverage

facilities available will depend on the size and style of the motel.

The kind of dining provided by local motels can vary from a fine dining restaurant offering lunch and dinner service to a small restaurant open for breakfast only.

Resort

cont.

ResortResorts are similar to international hotels and

would have a number of food and beverage outlets.

Dining facilities would include fine dining restaurants, bistros, snack bars and room service and there would usually be two or more bars to choose from.  Poolside food and beverage services would often be a particular feature of a resort.

RestaurantsRestaurants can be fine-dining establishments

offering a high standard of food and service with prices to match, or budget restaurants offering good quality food and limited service.  The range can include large establishments that seat 200 guests or more, or small restaurants that seat only 10-20 guests.  Some are licensed to sell alcohol and/or alternatively have a licence that allows you to bring your own liquor (BYOs).

Cruise ShipsCruise ships are a popular option for the tourist. 

They usually provide all the amenities of a 4- or 5-star hotel, with the added attraction of travel to glamorous destinations.  In between ports, there are ample opportunities to sample the on board dining, bars, sport and recreation facilities.  At night there is a range of entertainments, including movies, concerts, casinos and discos, provided.

Cruises range from short 1 or 2 days, up to months or even years, for some devoted cruise travellers.

Floating Restaurant

Floating RestaurantFloating restaurants offer a novel approach to

dining and often have a particular theme to the food or entertainment provided.  Food provided can range from fine dining to finger food.

Some floating restaurants take individual bookings, while others, like the Sydney Showboat, can be hired for private functions such as parties, conferences, product launches, etc.

Function Centre

Function CentreFunction centres provide a venue for

conferences, banquets, seminars, product launches or promotions and special events like weddings and 21sts.  They provide the conference and function rooms and food and beverage requirements for special events.  Function rooms are specially set up or decorated for the particular event or convention and can usually seat and/or serve a large number of people all at the same time.

CasinoCasinoCasinos usually provide a large range of food

and beverage options.  Dining choices can range from simple bar snacks and bistro-type eating to fine dining, often with a variety of international cuisines to choose from.

A number of different types of beverage outlets are generally available, some taking on a specific theme with their décor.  There are often different dress codes associated with the various bars.

ClubClubs play an important role in the community,

providing a venue for meeting people, entertainment and, above all, many types of activities.  They all have food and beverage outlets and the number and type would depend on the size and style of the club.

Bistros and restaurants are found in most clubs.  Catering is often contracted out which means that although the operation is integrated with the club’s other activities, it is run independently.

Club customers often order their drinks directly from the bar, but at other times dispense bar is used, with staff providing waiter service.  Bottle shops are often associated with clubs, providing off-premises sales.

Café/Coffee ShopIn large cities, you will often find café/coffee

shops in shopping centres or near retail and other business districts.  Some specialise in different types of coffee and various selections of tea, and may offer a range of cakes and sandwiches and other simple meals or foods that require little preparation.

Agency

Agencies provide casual staff for various hospitality industry locations including restaurants, hotels, clubs, caterers, boardrooms, canteens, and private functions.  Staff available could include waiters, chefs, kitchen staff, bar attendants, poker machine attendants, Keno operators and general hands.

Most agencies require their staff to have completed a Responsible Service of Alcohol Course and The course at TAFE.