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

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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