CHAPTER 5: HOTEL ORGANIZATION Flashcards
System of coordinating activities of a group of people working cooperately towards common goal under authority and leadership
Organization
Shows relationship between different position/department and it illustrate the division of responsibility and lines of authority
Organizational chart
Each of these departments will exist, in one form or another, regardless of location type or product type
Functional departments
“nerve center” for most of a hotels operation
Room division
Manage the in/out flow of guest in a daily basis
Front desk
Front desk of often called the ___ or _____ and coordinating guest services.
Hub or command center
Integral part of front office operations and provide support to the rivals and departure of guest
Uniform services
Coordinates the movement of guest baggage and carry out errands for the guest within hotel premises
Bell staff
Private telephone switchboard that manage communication in an out of the hotel
PBX(PRIVATE BRANCH EXCHANGE)
Assist local visitors to park their cars or retrieve the cars when visitors depart
Valet parking/garage
Serve as the guest liaison with both hotel and non hotel services
Concierge
Welcome guest to the hotel
Door person
Most vital department and very crucial in terms of guest satisfaction
Housekeeping
Work directly with the F.O to ensure that the main products of the hotel are ready for sale
Housekeeping
Main responsibility is to sell individual guest reservations, referred to as transient room sales
Reservations
The process of booking rooms before the arrival of the guest in order to ensure their availability at the same time the guest check in
Reservations
Conducts its activities at night when the hotel is least busy
Night audit
Main responsibility is to reconcile hotels daily financial transactions another activities for reporting purposes
Night audit
Ensuring the safety and security of each guest and employees
Loss prevention/security
Ensure that all accidents and guest complaints are handles professionally
Director of loss prevention
The second generating revenue department of the hotel
Food and beverage
Occurs when an individual must apply a charge to an account by hand
Manual posting
Handles and monitor all the financial responsibilities of the hotel
Accounting
Responsible for staffing and recruitment as well as in retaining right people
Human resources
Maintain the quality of the guest room and provides hotel infrastructure maintenance
Engineering
The process by which hotel undergoes renovation
Capital improvement
Responsible in maximizing the revenue of the hotel
Sales/marketing and catering
The person ultimately responsible for the hotel
General manager
Run each department that sells, buys or prefers fnb products for hotel guest
Director of food and beverage
Overseas the hotels sales and marketing operation
Director of marketing
In charge of all hotel personnel
Director of human resources
Person involved in the physical aspects of the hotel operation
Director of engineering
Person in charge of the hotels financial reporting and cash flow manage
Controller
Person in charge of all rooms related functions
resident manager/director of rooms
Person in charge of landscape and the surrounding area
Director of grounds
Person in charge to the resort signature attraction
Director of recreation
This managers are involved in day to day hotel operations
Department heads
department head responsible for large portion of the most visible aspect of a hotel day to day operations. He or she directs the activities in front desk
Front office manager
Responsible for the hotels housekeeping and laundry operations
Director of services
Responsible for the hotels over all food production
Executive chef
Responsible for catering side of the hotels effort
Director of catering
Responsible for servicing all group catering
Director of convention services
Oversees the fnb outlets and room service
Director of restaurants
Responsible for ensuring that all outlets have sufficient supply of beverage for continued operation
Beverage manager
Responsible for the group from sales effort. Personally responsible for key/focus accounts that have important and long term impact on the hotel
Director of group sales
In charge of the fundamental operational functions of the hotel
Director of operations
Managers who work in a sales capacity
Proactive revenue
Work in an operational capacity
Reactive revenue
