Hotel organization Flashcards
What is the purpose of a mission statement?
Expresses the underlying philosophy that gives meaning and direction to hotel policies.
A well-conceived mission statement helps hotel associates derive a sense of purpose.
What are the three groups addressed by a mission statement?
- Guests
- Management
- Employees
The mission statement is designed to resonate with these key stakeholders.
What does SMART stand for in goal setting?
- Specific
- Measurable
- Achievable
- Realistic
- Timed
SMART criteria help ensure that goals are clear and attainable.
What is an example of a goal for a hotel?
Increase the hotel’s average occupancy by 2% above the previous year.
Goals help define the purpose of a department or division.
What are strategies in the context of hotel management?
Methods a department or division uses to achieve its goals.
Strategies provide a framework for how to accomplish set goals.
What is the top executive position in a hotel typically called?
General Manager or Managing Director of Hotel.
The General Manager is responsible for the overall success of the hotel.
What does a solid line represent in an organizational chart?
Direct report.
Solid lines indicate a direct reporting relationship between positions.
What does a dotted line represent in an organizational chart?
High degree of cooperation and communication but not direct report.
Dotted lines show relationships that are collaborative in nature.
Name two divisions classified as revenue centers in a hotel.
- Rooms Division
- Food and Beverage
Revenue centers are essential for generating income for the hotel.
What are typical work-shift types in hotels?
- Traditional (7-3, 3-11, 11-7am)
- Flextime
- Compressed work schedule
- Job sharing
- Part-time
Different work shifts accommodate various operational needs.
What is included in a job description?
- Job tasks
- Reporting relationships
- Additional responsibilities
- Working conditions
- Job equipment/materials
- Other important information
Job descriptions help clarify roles and responsibilities.
What are job specifications?
- Needed personal qualities
- Needed skills
- Needed traits
Job specifications outline the qualifications required for a position.
What is the role of the General Manager in a hotel?
Responsible for the overall success of the hotel and supervises all divisions.
The General Manager reports to the owner or owner representative.
What is the purpose of job descriptions in hotel management?
- Evaluate job performance
- Train/retrain employees
- Avoid duplication of duties
- Ensure tasks are performed
- Determine staffing levels
Effective job descriptions are crucial for operational efficiency.
Fill in the blank: A _______ is a person authorized by hotel ownership to represent their interests.
[Hotel Management]
Hotel management plays a key role in guiding hotel operations.
True or False: Goals are set to carry out the company’s mission.
True
Goals align actions with the overarching mission of the hotel.
What is a tactical example for the goal of operating the front desk efficiently?
Preprint registration cards for arriving guests and separate the cards of all guests with a reservation guarantee.
Tactics are day-to-day operating procedures that implement strategies.
What is the purpose of a cover shift in hotel management?
To ensure that all shifts are adequately staffed.
Cover shifts help maintain service standards.
Give an example of a uniformed service employee in a hotel.
Bell attendant.
Uniformed services enhance guest experience through personal interaction.
