Chapter 2

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Chapter 2

  1. 1. Chapter 2 Hotel Organization Managing Front Office Operations Eighth Edition (333TXT or 333CIN)
  2. 2. Competencies for Hotel Organization <ul><li>Explain what a mission is, and describe how goals, strategies, and tactics are used to accomplish a hotel’s mission. </li></ul><ul><li>Describe how hotels are organized and explain how functional areas within hotels are classified. </li></ul><ul><li>Describe the functions performed by departments and positions within the rooms division. </li></ul>(continued)
  3. 3. Competencies for Hotel Organization <ul><li>Identify the functions performed by other divisions and departments within a full-service hotel. </li></ul><ul><li>Describe the organization of the front office, including traditional work shifts, alternative scheduling practices, and the purpose of job descriptions and job specifications. </li></ul>(continued)
  4. 4. Revenue Centers <ul><li>Front office </li></ul><ul><li>Food and beverage outlets </li></ul><ul><li>Catering </li></ul><ul><li>Room service </li></ul><ul><li>Retail stores </li></ul>
  5. 5. Support Centers <ul><li>Housekeeping </li></ul><ul><li>Accounting </li></ul><ul><li>Engineering and maintenance </li></ul><ul><li>Human resources </li></ul>
  6. 6. Rooms Division <ul><li>Front office </li></ul><ul><ul><li>Front desk </li></ul></ul><ul><ul><li>Reservations </li></ul></ul><ul><ul><li>Telecommunications </li></ul></ul><ul><li>Uniformed services </li></ul><ul><ul><li>Bell attendants </li></ul></ul><ul><ul><li>Door attendants </li></ul></ul><ul><ul><li>Valet parking attendants </li></ul></ul><ul><ul><li>Transportation personnel </li></ul></ul><ul><ul><li>Concierges </li></ul></ul><ul><li>Housekeeping </li></ul>
  7. 7. Other Hotel Divisions <ul><li>Food and beverage </li></ul><ul><li>Sales and marketing </li></ul><ul><li>Revenue management </li></ul><ul><li>Accounting </li></ul><ul><li>Engineering and maintenance </li></ul><ul><li>Security </li></ul><ul><li>Human resources </li></ul><ul><li>Retail outlets </li></ul><ul><li>Recreation </li></ul><ul><li>Casino </li></ul>
  8. 8. Traditional Front Office Functions <ul><li>Reservations </li></ul><ul><li>Registration </li></ul><ul><li>Room and rate assignment </li></ul><ul><li>Guest services </li></ul><ul><li>Room status </li></ul><ul><li>Maintenance/settlement of guest accounts </li></ul><ul><li>Creation of guest history records </li></ul>
  9. 9. Typical Front Office Positions <ul><li>Front desk agent </li></ul><ul><li>Cashier </li></ul><ul><li>Information clerk </li></ul><ul><li>Telephone operator </li></ul><ul><li>Reservations agent </li></ul><ul><li>Bell attendant </li></ul>
  10. 10. Job Descriptions <ul><li>Outlines reporting relationships </li></ul><ul><li>Lists job tasks </li></ul><ul><li>Lists additional responsibilities </li></ul><ul><li>Describes working conditions </li></ul><ul><li>Lists job equipment and materials </li></ul><ul><li>Lists other important information </li></ul><ul><li>Used to: </li></ul><ul><li>Evaluate job performance </li></ul><ul><li>Train/retrain employees </li></ul><ul><li>Avoid duplication of duties </li></ul><ul><li>Ensure tasks are performed </li></ul><ul><li>Determine staffing levels </li></ul>
  11. 11. Job Specifications <ul><li>Lists needed personal qualities </li></ul><ul><li>Lists needed skills </li></ul><ul><li>Lists needed traits </li></ul><ul><li>Spells out management’s expectations </li></ul><ul><li>Factors considered: </li></ul><ul><li>Formal education </li></ul><ul><li>Work experience </li></ul><ul><li>General knowledge </li></ul><ul><li>Previous training </li></ul><ul><li>Physical skills </li></ul><ul><li>Communication ability </li></ul><ul><li>Equipment skills </li></ul>

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