THE LODGING MANAGEMENT AND OPERATIONSHTM130 Introduction to Hospitality and Tourism Industry
OUTLINE
BASIC MANAGEMENT STRUCTURE
KEY DEPARTMENT AND FUNCTION
JOB DESCRIPTION AND RESPONSIBILITIES
REFERRALS AND RATING SYSTEMS
The accommodation
The Functions and Departments of a Hotel
The day-to-day operations of a hotel are the key factors determining the success or failure of its service. It is necessary to understand the structure of hotels in order to get an overview of how the organisation fits together. Regardless of the size of a hotel, the organisational structure will be basically the same. It is usually divided into several distinct departments, each responsible for a particular area of work. The larger the hotel is and the more facilities it offered, the more specialised the departments become.
BASIC MANAGEMENT STRUCTURE
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SAMPLE ORGANIZATIONAL CHART FOR HOTEL INDUSTRY
GENERAL MANAGER
Front Office Staff
F&B Outlet Mgr
Director of HRController
SM
Director of Marketing
Director of Marketing
Mrktng
Staff
A/C Staff
Front Office Mgr
Security
Director Engineeri
ng
Director House Keepin
g
Training
Payroll
Employme
nt
Bell Staff
Concierge
Reservation
House Keeping Manager
ADMINISTRATIVE DEPARTMENTS
General Management: GM is the chief operating officer of the hotel with
responsibilities in 3 main areas:a) Related to guest and employees.b) Overseeing Operationsc) Increasing Profitability
He is charged with promoting great satisfaction He supervises and organizes all other department within
hotel.
ADMINISTRATIVE DEPARTMENTSGeneral ManagerThe main responsibilities of the general manager (GM) include:a) Providing leadership to the management teamb) Coordinating the work of all departmentsc) Participating in the formulation of hotel policies and
strategiesd) Leading the hotel staff in meeting the financial,
environmental and community responsibilitiese) Assuming full responsibilities for the overall performance of
the hotel
ADMINISTRATIVE DEPARTMENTSResident Manager
The main responsibilities of the resident manager include:a) Holding a major responsibility in developing and executing
plans developed by the owner(s), the general manager and other members of the management team
b) Checking on operations, providing feedback and offering assistance when needed
c) Completing, reviewing and summarizing statistical reports and sharing them withthe general manager
d) Assuming responsibilities for the daily operations and management of the hotel
ADMINISTRATIVE DEPARTMENTS Accounting:
a) The accounts department is headed by the Financial Controller who, as a key member of the management team
b) Guide the hotel to an increasing profitability through better control and asset management.c) Responsible for monitoring all of the financial activities of a hotel.
d) Participates in long term financial planning and projections.e) Account Payable Department: Responsible for verifying and paying bills
incurred for the purchase of materials and servicesf) Account Receivable Department: Records all money received by the hotel and
may oversee credit, billing and cashiering functiong) Large hotels employs a Credit Manager whose responsibilities include
validating and authorizing guest credits and collecting overdue accounts.h) Paymaster heads the large payroll division and under them are clerks and
cashiers.i) Examples include overseeing accounts receivable, accounts payable, payroll, and cost control systems of the
hotel; keeping records of assets, liabilities and financial transaction of the hotel; preparing the monthly profit-and-loss statement, coordinating with purchasing department and information technology department, and handling guests’ inquiries about billing.
ADMINISTRATIVE DEPARTMENTS Human Resource:
a) The human resources (personnel and training) department is
responsible for hiring, orientation, training, wages, performance
appraisal and benefit administration, labour relations, employee
relations, and staff development.
b) Interviewing hiring and training the employees is a necessity and in
large hotels this is performed by separate HR department.
c) This department manages the hotel’s employees benefits program
and monitors compliance with laws that relate to hiring and
promotion.
ADMINISTRATIVE DEPARTMENTS
Marketing/ Sales:
The main functions of the sales and marketing department involve generating new
businesses for the hotel, coordinating advertising, as well as sales promotions
and public relations activities aiming at enhancing the hotel’s image.
Responsibilities include:
a) Sales of hotel rooms and facilities to individuals and groups.
b) Advertising in print and media sources.
c) Managing public relations to increase the image of the hotel.
d) Establishing contacts with travel agents and tour guides.
KEY DEPARTMENT AND FUNCTION
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SERVICE DEPARTMENTS
To provide lodging facilities all hotels are organized with 4 major
functions:
a) Front Desk Operations
b) House Keeping.
c) Building Maintenance/ Engineering
d) Security
e) Food and Beverages Operations
FRONT DESK OPERATIONS
The Front Office oversees room availability, registers guests,
processes reservations supervises check out and assigns rooms
and keys.
They answers guest questions about hotel activities and resources
and provides information about the nearby attractions.
More often, a front desk manager supervises a team of workers,
including those whose duties are outlined as follows.
FRONT DESK OPERATIONS
The Front Office Department
FRONT OFFICE MANAGER DUTIESa) Monitoring reservation statusb) Looking over market mix and preparing occupancy forecastsc) Determining rate structures and supervising implementation of
rate policiesd) Reviewing previous night’s occupancy and average room ratee) Reviewing arrivals and departures for the day and the next dayf) Making staffing adjustments needed for arrivals and departuresg) Reviewing the VIP list, checking VIP rooms, meeting VIPs and
entertaining them
FRONT DESK OPERATIONS
RESERVATIONS:a) It can be booked in through a local reservation clerks, through the
sales or marketing department or through nationally centralized reservation system.
b) To combat with the loss of reservations , overbooking of rooms is a practice.
CHECK IN:a) The room clerk is the person who greets and registers hotel guests.b) If there is a prior reservation he arranges after the verification and if
not means necessary arrangements are made.c) Some hotels use computerized property management system
to store information about reservations.d) Small establishments may maintain this information on a room rack
which shows the status of the guest rooms.
FRONT DESK OPERATIONS
CHECK OUT:a) This procedure is also handled by the same person handling the
registration process.b) Property management systems are used by the hotels to record
guest charges and the final statement is provided.c) A copy of itemized statement is given at the departure time or
sent to the mail.
GREETING:a) A bell captain is a person a guest meets at the time of arrival .b) The bell captain trains and supervises all bellhops, those who
usher arriving guest to their rooms and carry their luggage's.c) He also supervises the hotel door attendants and valet parking
crew.FRONT DESK OPERATIONS
COMMUNICATION:a) Traditionally telephone messages, mail, and faxes are held but now
technology has advanced where hotels install electronic voice mail systems.b) Voice mail allows a caller to leave a message to the guest room phones and
by dialing a code number the guest can retrieve their messages at any time.c) Some hotels transmit guest messages via television .d) Another service is wake up calls which is computerized or alarm clocks is set
up in the rooms to set their own timings.
INFORMATION SERVICES:a) Most hotels have a concierge who serves as a private secretary for the
guests.b) He arranges for the information about the city attractions, specialties and
other arrangements for the guest.
FRONT DESK OPERATIONS
Functions of major hotel departments
Rooms division
The Housekeeping Department
a) It is the main parameter for guest satisfaction.b) Guest often looks for cleanliness as a key factor for satisfaction.c) House keeping department is headed by executive house
keeper and also handles hiring, training and supervising of staffs.d) The House keeping functions includes: Room Preparation Hotels Laundry Laundry and Dry Cleaning for Guests Building Maintenance/ Engineering.
The Housekeeping Department
The Housekeeping Department
The housekeeping department requires the following information from the front desk:a) Check-in, occupied and check-out rooms in order to organise room
cleaningb) Special requests from guests, such as baby cot or extra blanket,
etc., so that extra amenities and services can be provided to guests In return, the housekeeping department will provide the actual room status to the front desk for comparison with the computer record which ensures that the front desk has the correct room status.
Any discrepancy found will be double checked by the Assistant Manager.
The Housekeeping Department
Types of rooms
The Housekeeping DepartmentThe housekeeping department of a large-sized hotel comprises of the following sections:1. Laundry department2. Uniform and linen room3. Housekeeping office4. Guest floors5. Public areas6. Health club7. Floral and plant arrangement
The Housekeeping Department
Executive Housekeeper
a) Interviews, selects and engages staff in conjunction with human resources manager
b) Training
c) Deployment
d) Prepares work schedules, work procedures and job descriptions
e) Compiles duty rotas, holiday lists, etc.
f) Personnel records
g) Arranges supervision
h) Staff welfare
i) Orders and controls equipment, materials and linen
j) Handles complaints
k) Key control The Housekeeping Department
The Housekeeping Departmenta) Assistant Executive Housekeeperb) Assistant Housekeeperc) Floor supervisord) Room attendante) Public area supervisorf) Cleanerg) Uniform and linen room attendant
The Housekeeping Department
Building Maintenance/Engineering
The engineering department is responsible for maintaining the
physical plant of the hotel such as electricity, plumbing, air
conditioning, heating and elevator systems; and for overseeing
all mechanical and technical conditions of the hotel.
Supervised by a Chief Engineer/Plant Manager.
1) Implement and maintain water and energy conservation
measure for the hotel
SECURITYa) The security department is responsible for implementing procedures
which aim at protecting the safety and security of hotel guests, visitors, hotel employees and the hotel itself.
b) Most hotels have a chief of security officer who has training in law enforcement as well as civil and criminal law.
c) Electronic key card offer superior security where in it does not list the name of the hotel or guest room number.
d) Security staff develop catastrophe plans to ensure staff and guest security and to minimize direct and indirect disaster.
e) Security is an important concern in every hotel.
f) Examples include monitoring surveillance equipments, patrolling the hotel premises and maintaining security alarm systems
Food & BeverageFood & Beverage Industry:
businesses that prepare food for customers – also known as the foodservice industry
Known as F & BRange from casual to fancy, fine
dining
FOOD AND BEVERAGE OPERATIONS1. Provides food and beverage services to the hotel guests
and visitors through a variety of outlets and facilities/services.
2. Examples include lounge, bar, coffee shop, restaurants, banquet service, room service (also called in-room dining) and cake shop.
3. Primary components include banquets, catering , and restaurants
4. It also includes Room Service and Vending Machines.
REFERRALS AND RATING SYSTEMS
The Lodging Management and OperationsHTM130 Introduction to Hospitality and Tourism Industry
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Referral Associations
Similar benefits to properties as do franchises–albeit at a
lower cost
Shared centralized reservation system and a common image,
logo, or advertising slogan
May offer group buying discounts to members, as well as
management training, and continuing education programs
Hotels and motels pay an initial fee to join a referral
association
Referral associationsLeading Hotels of the World (LHW), offer to hotels
similar benefits as franchising, but at a lower cost.
Some hotels choose to become a referral property.
This means that the property is being operated as an independent hotel in association with a certain chain.
Reservation System Computerized Reservation System (CRS) is a e-Marketing for the
Hotels, Resorts & Palaces. Provide Reservation Solutions with cost effective services &
seamless Next Generation Technology. CRS will increase reservations for hotels by creating sales via an
network of Travel Agents & Travel Websites utilizing one of the hotel industry’s most prolific CRS panel & Booking Engine.
Bringing you new reservations.
Improving your occupancy.
Increasing profitability
Rating SystemOften used to
classify hotels according to their quality.
Reflect level of quality priceEncourage to have advance
reservationCustomer mostly base on Star
RatingRefer to star rating handout