Transcript
Hotel Organizational Structure
Outline ¾ Organizational Structure in General ¾ Hotel Organizational Structure ¾ Hotel Departments ¾ Revenue Center vs. Support Center ¾ Front of the House vs. Back of the House ¾ Rooms Division Departments ¾ Lodging Revenue Statistic
Organizational Structure ¾ Purpose of Organizational Structure ¾ Define division of work ¾ Define tasks and responsibilities ¾ Define channels of communication ¾ Define roles within the organization
¾ Advantages: ¾ Increase worker PRODUCTIVITY & EFFICIENCY
Patterns of Authority Depict clear relationship for each person in the organization.
Enables each employee to know exactly for whom and to whom he or she is responsible. ¾
Decentralization ¾ An organization member has the right to make a decision without obtaining approval from a higher‐level manager.
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Centralization ¾ The retention of decision‐making authority by a high‐ level manager
Span of Control The number of people who report to one manager or supervisor. ¾
Wide Span of Control ¾
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Flat organization – large number of employees reporting to one supervisor
Narrow Span of Control ¾
Tall organization – a small number of employees report to a supervisor, necessitating a larger number of supervisors
Span of Control
Wide span of control (flat organization) Narrow span of control (tall organization)
Hotel Organizational Structure ¾ Limited‐service Hotel ¾ Full‐service Hotel
Hotel Organizational Structure Limited‐Service Hotel General Manager
Audit
Front Desk
Housekeeping
Maintenance
Sales
Full‐Service Hotel General Manager
Rooms
‐ Reservations ‐ Front Office ‐ Housekeeping ‐ Maintenance ‐ Security
F&B - Food
Production ‐ Room Service ‐ Convention & Catering
Human Resources
Sales & Marketing
‐ Employee ‐ Sales Mgt. Recruitment ‐ Training
Accounting
‐ Assistant Controller ‐ Purchasing ‐ Credit System
Revenue Center v.s. Support Center Revenue Centers
Support Centers
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Front office
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F&B outlets
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Room service
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Retail stores
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Housekeeping Accounting Engineering Sales & marketing Human resources Security
Hotel Departments Front of the House Guest Contact
Back of the House Minimal Guest Contact Kitchen
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Front Office
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Restaurants
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Housekeeping
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Uniformed Services
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Accounting
Rooms Division Departments ¾ ¾ ¾
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Front Office (heart of the hotel) Reservations Communications ¾ PBX (Private Branch Exchange) Uniformed Services ¾ Bellstaff, Valets ¾ Concierge: Les Clefs d’Or / keys of gold Housekeeping (the largest department) Maintenance
Vocabulary Word part of speech
Meaning
Example sentence
adjoining rooms noun
two hotel rooms with a door in the centre
If you want we can book your parents in an adjoining room.
amenities noun
local facilities such as stores and restaurants
We are located downtown, so we are close to all of the amenities.
attractions noun
things for tourists to see and do
The zoo is our city's most popular attraction for kids.
baggage noun
bags and suitcases packed If you need help with your with personal belongings baggage we have a cart you can use.
Bed and Breakfast noun
a home that offers a place I can book you into a to stay and a place to eat beautiful Bed and Breakfast on the lake.
Vocabulary Word part of speech bellboy noun
Meaning
Example sentence
a staff member who helps guests The bellboy will take your with their luggage bags to your room for you.
book verb
arrange to stay in a hotel
I can book your family in for the weekend of the seventh.
booked adj
full, no vacancies
I'm afraid the hotel is booked tonight.
brochures noun
small booklets that provide information on the local sites and attractions
Feel free to take some brochures to your room to look at.
check‐in verb
go to the front desk to receive You can check‐in anytime keys after four o'clock.
Vocabulary Word part of speech
Meaning
Example sentence
check‐out noun
return the keys and pay for the bill
Please return your parking pass when you check‐out.
complimentary breakfast noun
free of charge
All of our rooms have complimentary soap, shampoo, and coffee.
cot, rollaway bed noun
a single bed on wheels that folds If you need an extra bed, we up have cots available.
damage charge noun
money a guest owes for repairs to We will have to add a hotel property (when caused by damage charge for the hole violent or careless acts) you put in the wall.
deposit noun double bed noun
amount paid ahead of time to secure a reservation
You will not receive your deposit back if you cancel.
a bed large enough for two people They are a family of four, so give them a room with two double beds.
Vocabulary Word part of speech
Meaning
Example sentence
floor noun
a level of the building
The swimming pool is on the main floor.
front desk, reception noun
the place where guests go to check in and out and to get information
Towels are available at the front desk.
guest noun
a person that is staying at the Our washrooms are for guests hotel only.
hostel noun
a very inexpensive place for backbackers and travelers on a budget
In the hostel you probably won't get your own room.
hotel manager noun
person in charge at the hotel
I'll let you make your complaint to the hotel manager.
Vocabulary Word part of speech housekeeping, maid noun
Meaning
Example sentence
staff members that clean the Put a sign on the door if you want rooms and linen housekeeping to come in and change the sheets on the bed.
ice machine noun
a machine that automatically makes ice that guests can use to keep drinks cold
There is an ice machine by the elevator on all of the even numbered floors.
indoor pool noun
place for guests to swim inside the hotel
The heated indoor pool is open until 10 pm.
inn noun
another word for "hotel"
There's an inn on the other side of town that has a vacancy.
Jacuzzi, hot tub, whirl pool noun
a small hot pool for relaxation
Our honeymoon room has a personal hot tub.
king‐size bed noun
extra large bed
A room with a king size bed costs an extra ten dollars a night.
Vocabulary Word part of speech
Meaning
Example sentence
kitchenette noun
a small fridge and cooking area
Your room has a kitchenette so you can prepare your own breakfasts and lunches.
late charge noun
a fee for staying past You will be charged a ten dollar late the check‐out time charge for checking out after 11 am.
linen noun
sheets, blankets, pillow cases
lobby noun
large open area at the You can stand in the lobby and wait front of the hotel for your bus.
luggage cart noun
We will come in and change the linens while you are out of your room.
a device on wheels that Please return the luggage cart to guests can push their the lobby when you are finished luggage on with it.
Vocabulary Word part of speech
Meaning
Example sentence
maximum capacity the most amount of people The maximum capacity in the hot noun allowed tub is ten people. motels noun
accommodations that are slightly cheaper than hotels
Our motel is very clean and is close to the beach.
noisy adj
loud
The guests next to you have complained that you are being too noisy.
parking pass noun
a piece of paper that guests Display this parking pass in your display in the car window window to show that you are a while in the hotel parking lot hotel guest.
pay‐per‐view movie extra charge for movies and If you order a pay‐per‐view noun special television features movie, the charge will appear on your bill.
Vocabulary Word part of speech
Meaning
Example sentence
pillow case noun
the covering that goes over a pillow
Room 201 doesn't need their sheets changed, but they requested one new pillow case.
queen size bed noun
bed with plenty of space for two people (bigger than a double)
They have a queen size bed so the small child can easily fit in the middle.
rate noun
cost of renting a room for a certain Our rates change time period depending on the season.
reservation noun
a request to save a specific room for They say they made a a future date reservation but it doesn't show on the computer.
room service noun
delivery of food or other services If you would like a bottle of requested by guests wine, just call room service.
Vocabulary Word part of speech
Meaning
Example sentence
sauna noun
a hot room for relaxation, filled with steam
We don't recommend bringing young children into the sauna.
single bed noun
a bed for one person
The economy priced room includes one single bed.
sofa bed, pull‐out couch noun
a bed built into a sofa or couch
The room contains a sofa bed so the room actually sleeps five.
towels noun
used to cover and dry the body after swimming or bathing
You can get your swimming pool towels at the front desk.
vacancy noun vacant adj
available rooms
We only have one vacancy left, and it is for a single room.
Vocabulary Word part of speech
Meaning
Example sentence
valet noun
staff that parks the guests' vehicles
If you leave your car keys with us, the valet will park your car underground.
vending machine a machine that distributes snacks The vending machine on the noun and beverages when you insert fifth floor has chocolate bars coins and chips. view noun wake up call noun weight room, workout room, gym noun
a window that offers a nice image for guests
The room is more expensive because it has a spectacular view of the beach.
a morning phone call from the What time would you like your front desk, acts as an alarm clock wake up call? a room that guests can use for exercise and fitness
Our weight room has a stair climber.
ROLE‐PLAY JOIN IN GROUPS OF TWO AND SIMULATE A HOTEL RESERVATION, USING THE VOCABULARY YOU LEARNED. STUDENT A= CUSTOMER STUDENT B= HOTEL RECEPCIONIST PLEASE, BE CREATIVE!
