MODULE 1: Hotel Organograms Flashcards
There are 5 main hotel categories. What are they?
Give a brief description and an example of each.
- International Corporate Hotels
Large hotel chains that are internationally recognised and known to the tour-ism Industry.
Service, Facilities, and Prices are standard-ised, and they are typically in major capitals.
EXAMPLE: Hilton Hotels and Resorts
- Major National Hotel Companies
Large hotel chains throughout a country or region.
EXAMPLE: Sun International or Protea Hotels
- Small Hotel Groups
A small group of hotels (4-5) and not widely dispersed.
EXAMPLES: Afrique Accomodation group. (This group owns a few accomodation establishments NOT under the same name)
- Independant Hotels
Private and independant hotels.
EXAMPLES: Montague Country Hotel
- Hotel Consortiums
Independant hotels that affiliate them-selves to one another for the business advantages. Individuality is not surrendered.
WHAT ARE SOME EXAMPLES OF MAJOR SOUTH AFRICAN HOTEL GROUPS?
- City Lodge Hotel Group
- Legacy hotels & Resorts
- Peermont Hotels
- Protea Hotels by Marriot
- Sun International
- Tsogo Sun
- Premier Hotels and Resorts
What will be included in the organogram for a small hotel?
Include number of rooms and a brief description of management/staff duties and shifts
Small Hotels
(+-10 rooms)
Have a manager, Assistant Manager, and Staff members in the following divisions:
Reception
Housekeeping
Kitchen
Restaurant
Porters
Because there is less staff, each staff member has various responsibilities, and an assistant manager’s job is not clearly defined (many varied tasks in each division)
See fig. 1.1
What will be included in the organogram for a Medium Hotel?
Include number of rooms and a brief description of management/staff duties and shifts
(80+ rooms)
Will have a manager, an assistant manag-er, and staff members of a more varied scope of divisions:
Reception
Housekeeping
Kitchen
Restaurant
Porters
+
Cashier
Maintenance
Telephone.
Medium hotels are larger in size and therefore have more guests day-to-day. This results in more divisions.
Each department will have a department head who reports to the assistant manager. Because medium hotels are open longer (0800-2300), the duty of assistant manager may be shared by two people who rotate on shifts (0800-1600/1500-2300)
Assistant managers may have more de-fined duties because department heads oversee each department. Departments are independant of each other and staff duties don’t go beyond they department.
What will be included in the organogram for a Large Hotel?
Include number of rooms and a brief description of management/staff duties and shifts
(+300 rooms)
This type of hotel can afford many special-ised departments at a greater level of professionalism (world class).
Divisions:
General Manager
Manager
Duty Manager (Assistant manager)
Chief Engineer
Hotel Accountant
F&B Manager
Rooms Division Manager
Personnel Manager.
(Note each of these is responsible for further divisions: the course focuses on Rooms Division)
Main revenue-earning divisions are split into TWO:
1. F&B (food and beverage) and
2. Rooms Division (Accomodation)
What is a hotel manager? (brief)
Differentiate between
Rooms division
Assistant
and General Managers
Managers of these areas form part of the management team - who ensure the hotel runs smoothly.
A rooms division manager needs to en-sure that his department is well-coordinated with other departments, as accomodation is the hotel’s main source of revenue.
Assistant Manager or ‘Duty Manager’ is responsible for dealing with guests, problems, and complaints. They are often on a 24hr rotation.
General Managers are not involved with guests and are responsible for poli-cy, long term planning, and the co-ordination of the whole business.
What are the Five Functions of a Large Hotel Manager
- carrying OUT EXECUTIVE FUNCTIONS
- Co-ordinating various activities for individual departments
- Ensure all departments work together
- Provide strong leadership to the staff
- Setting standards and policies
What re some functions of the reception office?
A receptions office needs to be organised, because it deals with information, assistance and answers to guests at the hotel.
They:
- Sell Accommodation (face-to-face & online)
- Receive and welcome guests
- Check-in and register guests
- Check out and settle guest accounts
- Handle enquires, complaints, and provide
information - Deal with advance registration (tele-phone,
call, email, WhatsApp) - Allocate rooms
- Make and keep record of all reservations
- Keep close and precise record of room status
- Handle incoming and outgoing
correspondence - Deal with telephone and online
communications - Attend to various administrative duties
- Maintain good communications with all
departments
What are the functions of the FRONT OFFICE?
(not too important: dont dwell here)
Think of the guest process
Guest Arrival
* Check-in booking details
Registration
* Check registration card
Goes to room
* Allocate Room
* Notify other departments
* Open Bill (Account)
Uses Hotel Facilities
* Post charges
* Give guest messages
Settles Account
* Check outstanding charges and close bill
Guest Department
* Notify Departments of departure
* Receive room back to re-let
The rooms division of a LARGE hotel is divided into 9 different departments, name them.
- Telephone
- Advance Reservations
- Valet
- Porter
- Housekeeping
- Reception
- Kiosk
- Bills Office
- Cashier
The rooms division of a LARGE hotel is divided into 9 different departments, what are some functions of:
Telephones
- Operate switchboard 24hr (if uti-lised)
- Answer and distribute calls
- Place wake-up calls
- Protect guest privacy
The rooms division of a LARGE hotel is divided into 9 different departments, what are some functions of:
Advance registrations
- Responsible for most guest bookings
- Usually function in working hours
- Receive and process reservation requests
- Access the number the types of rooms available (like on a CRS), the rates and furnishings, and the hotels various facilities (obviously for booking purposes)
The rooms division of a LARGE hotel is divided into 9 different departments, what are some functions of:
Reception
- 24 hr coverage
- Sell guest rooms and register guests
- Coordinate guest services
- Provide information
- Maintain accurate room statistics & room key inventories
- Maintain guest account statements & complete proper financial settlements
The rooms division of a LARGE hotel is divided into 9 different departments, what are some functions of:
Cashier
- Accepting payment of guest bills
- MAY prepare banking and carry out bank deposit
- 24 hr coverage (2300-0800 by a night auditor)
The rooms division of a LARGE hotel is divided into 9 different departments, what are some functions of:
Porter (concierges included)
- Guest Keys
- Enquiries
- Theatre tickets
- Car Hire
- Baggage
- Other guest services
