1. Update and develop hospitality
industry knowledge
Key Departments of the
hotel
DESINGED BY Sunil Kumar
Research Scholar/ Food Production Faculty
Institute of Hotel and Tourism Management,
MAHARSHI DAYANAND UNIVERSITY, ROHTAK
Haryana- 124001 INDIA Ph. No. 09996000499
email: chefsunilbalhara@gmail.com , balhara86@gmail.com
linkedin:- in.linkedin.com/in/ihmsunilkumar
facebook: www.facebook.com/ihmsunilkumar
webpage: chefsunilkumar.tripod.com
2. HOTEL ORGANIZATION CHART
• In order to carry out its mission, every company builds a
formal structure depicting/outlining different hierarchy of
management, supervision, and employee (staff) levels
• Outlines the responsibility among positions, departments,
and divisions within a hotel.
• And representation of relationships between positions
4. continued
• There are two types of relationships that might exist between any
two functions at any organization chart. These are:
• Solid Lines: (i.e.: ) This kind of relationship shows
Direct Line Accountability. To illustrate, if position A and B are
linked with a solid line, it means (for example) that A shall report to
B, that B shall tell A what to do, when to do, and how to it. Lastly,
B shall be liable (i.e. responsible) for A.
• Dotted Lines: (i.e. ---------) This kind of relationship entitles
both positions linked with dotted lines to have a high degree of
Cooperation and Communication but not a direct line
accountability. Usually in the hotel
5. Hotel Divisions
The hotel is made of divisions:
· Rooms Division
· Food and beverage Division
· Sales and marketing Division
· Account & finance Division
Engineering and maintenance
· Security
· Human resources
These divisions can be divided into two
1.Revenue centers
2.Non Revenue centers
6. Revenue Centers/Front Office of the house
· Front office
· Food and beverage
· Spa and Treatment centres
· Retail stores
7. Support Centers/Back of the house
· Housekeeping
· Accounting
· Engineering and maintenance
· Human resources
· Security
8. Rooms Division Departments
· Front office
· Reservations
· Communications/telephone operators
· Concierge
· Housekeeping
Note: In many mid-size and larger properties, reservations may
be part of the sales department.
9. Food and beverage Division
According to the statistics, F&B Department constitutes the
second largest revenue generator of a typical hotel with an average
of 23.1 for Food sales, and 8.6 % for Beverage sales. In a five-star
hotel, Food and Beverage outlets might have the following forms:
♣ Room Service/Quick Service
♣ Specialty Restaurants
♣ Coffee Shops
♣ Bars
♣Lounges
♣ Clubs
♣ Banquets/Catering Functions ⇒ Wedding, Birthdays…
10. Key Departments
Front Office
Maintenance
House keeping
Sales and Marketing
Food and Beverage
Finance &
Banquets
Restaurants
Kitchen
Security
Gaming & Entertainment
Administration
Human Resources
Management
14. Other Kitchen Staff
Butcher
Baker
Chef Tournant
Chef de Garde
Chef de Nuit
Chef de Petit dejeuner
Communard
Grillardin
Le trancheur
Boulanger
Relief Cook
Duty Cook
Night Cook
Breakfast Cook
Staff Cook
Grill Cook
Carver
15. Food & Beverage Staff
Food & Beverage Manager
Restaurant Manager
Mitre d’htel or Head Waiter
Sommelier or Wine Butler
Food & Beverage Attendant
Bar Attendant
Drinks waiter
Busies or Commis
16. Stewarding Staff/Kitchen hand
Chief Steward
Steward
The stewarding department assumes total responsibility
for crockery, cutlery, flatware & other food service
equipment.
18. Housekeeping Staff
Executive House Keeper
Rooms Controller
Guest Service Supervisor
Public Area Supervisor
Guest Service Attendant
Linen Room Supervisor
19.
20. Success in Industry
Your success will be determined by certain attributes,
skills & attitudes including:
Personal attributes & attitudes
Social skills & attitudes
Physical attributes
Technical skills & knowledge
Training & qualifications
21. Key Attributes for Success
Service Passion
High standards of
grooming and personal
hygiene
Effective
communication skills
Interpersonal skills
Attention to detail
Commitment
Team player
Dedication
Honesty
Punctuality
Positive attitude
Enthusiasm
Flexible attitude
25. Training and Qualifications
Will depend upon where you work but it may be
necessary to have:
Responsible Service of Alcohol
Basic Food Hygiene
Responsible Conduct of Gaming
Will need to be updated as your career progresses
26. Personal SWOT Analysis
Opportunities:
Strengths:
What opportunities do
What are your capabilities &
you have because of your
competencies?
job, skills, community
What do you do well?
involvement etc?
Weaknesses:
Threats
What don’t you do well?
How might your
personal goals &
What capabilities &
commitments stop me
competencies are you
achieving me my
lacking? l
professional goals?
28. Hotel
There are many types of hotels, ranging from 5-star to
smaller, budget establishments.
International hotels offer a wide range of facilities and
cater for the higher end of the market (business people
or those willing to pay for the services offered.)
Facilities can include restaurants/cafes/coffee
shops/bistros, bars, gaming, gym, pool/spa/sauna,
business facilities, etc.
30. cont.
The kind of dining facilities found in pubs will depend
on the size and style of the establishment. Pubs often
have coffee shops, bistros, grill rooms and some also
offer fine-dining.
Pubs provide a wide range of beverage-service options.
The options provided will vary, depending on the size
and style of the particular hotel.
31. cont.
The types of bars found in pubs include:
The front or public bar – The drinks served in this
bar are generally beer and spirits.
Some have a snack bar or may offer counter meals
from a bistro-style set-up.
Saloon bar – This is considered more up-market
than the public bar and different dress codes usually
apply.
Drink prices are higher and there is usually a more
extensive range of drinks available, such as popular
boutique beers and cocktails.
32. Cont.
Lounge Bar – Drink served here extend to
cocktails and mixed drinks. The ambience is
generally quieter than the public or saloon bar.
Tavern bar and garden or pool bars – These outlets
are more specialised and take on many different
styles and decors, often creating a special theme
atmosphere.
34. Motel
The type and size of food and beverage facilities
available will depend on the size and style of the motel.
The kind of dining provided by local motels can vary
from a fine dining restaurant offering lunch and dinner
service to a small restaurant open for breakfast only.
36. cont.
Resort
Resorts are similar to international hotels and would
have a number of food and beverage outlets.
Dining facilities would include fine dining restaurants,
bistros, snack bars and room service and there would
usually be two or more bars to choose from. Poolside
food and beverage services would often be a particular
feature of a resort.
37. Restaurants
Restaurants can be fine-dining establishments offering
a high standard of food and service with prices to
match, or budget restaurants offering good quality food
and limited service. The range can include large
establishments that seat 200 guests or more, or small
restaurants that seat only 10-20 guests. Some are
licensed to sell alcohol and/or alternatively have a
licence that allows you to bring your own liquor (BYOs).
38.
39. Cruise Ships
Cruise ships are a popular option for the tourist. They
usually provide all the amenities of a 4- or 5-star hotel,
with the added attraction of travel to glamorous
destinations. In between ports, there are ample
opportunities to sample the on board dining, bars, sport
and recreation facilities. At night there is a range of
entertainments, including movies, concerts, casinos and
discos, provided.
Cruises range from short 1 or 2 days, up to months or
even years, for some devoted cruise travellers.
41. Floating Restaurant
Floating restaurants offer a novel approach to dining
and often have a particular theme to the food or
entertainment provided. Food provided can range from
fine dining to finger food.
Some floating restaurants take individual bookings,
while others, like the Sydney Showboat, can be hired for
private functions such as parties, conferences, product
launches, etc.
43. Function Centre
Function centres provide a venue for conferences,
banquets, seminars, product launches or promotions
and special events like weddings and 21sts. They
provide the conference and function rooms and food
and beverage requirements for special events.
Function rooms are specially set up or decorated for
the particular event or convention and can usually
seat and/or serve a large number of people all at the
same time.
44. Casino
Casino
Casinos usually provide a large range of food and
beverage options. Dining choices can range from
simple bar snacks and bistro-type eating to fine dining,
often with a variety of international cuisines to choose
from.
A number of different types of beverage outlets are
generally available, some taking on a specific theme
with their décor. There are often different dress codes
associated with the various bars.
45. Club
Clubs play an important role in the community,
providing a venue for meeting people,
entertainment and, above all, many types of
activities. They all have food and beverage
outlets and the number and type would depend
on the size and style of the club.
Bistros and restaurants are found in most clubs.
Catering is often contracted out which means
that although the operation is integrated with
the club’s other activities, it is run
independently.
Club customers often order their drinks directly
from the bar, but at other times dispense bar is
46.
47. Café/Coffee Shop
In large cities, you will often find café/coffee shops in
shopping centres or near retail and other business
districts. Some specialise in different types of coffee and
various selections of tea, and may offer a range of cakes
and sandwiches and other simple meals or foods that
require little preparation.
49. Agencies provide casual staff for various hospitality
industry locations including restaurants, hotels, clubs,
caterers, boardrooms, canteens, and private functions.
Staff available could include waiters, chefs, kitchen staff,
bar attendants, poker machine attendants, Keno
operators and general hands.
Most agencies require their staff to have completed a
Responsible Service of Alcohol Course and The course
at TAFE.
Editor's Notes
Food Quality
Service Quality
Staff Quality
Key interpersonal skills essential for success
Will examine - communication skills & all these others over next weeks
Recognize customer behaviuor at any stage of relationship whether meeting or greetin o rhanldling a complaint
BODY LANGUAGE EXERCISE: from road to hospitlaity
what does te language tell us? How can we use it to rpovide quality customer service
if you do not recognize behaviour or listen you will not be abl to dleiver what they require.
If you have not listened when you follow up you may find yourself unnecessarliy handling a complint