© 2009, Educational Institute
Chapter 2
Hotel Organization
Managing Front Office Operations
Eighth Edition
(333TXT or 333C...
© 2009, Educational Institute 2
Competencies for
Hotel Organization
1. Explain what a mission is, and describe how goals,
...
© 2009, Educational Institute 3
Competencies for
Hotel Organization
4. Identify the functions performed by other divisions...
© 2009, Educational Institute 4
Explain what a mission is, and
describe how goals, strategies, and
tactics are used to acc...
© 2009, Educational Institute 5
Describe how hotels are organized
and explain how functional areas
within hotels are class...
© 2009, Educational Institute 6
Revenue Centers
• Front office
• Food and beverage outlets
• Catering
• Room service
• Ret...
© 2009, Educational Institute 7
Support Centers
• Housekeeping
• Accounting
• Engineering and maintenance
• Human resources
© 2009, Educational Institute 8
Rooms Division
• Front office
• Front desk
• Reservations
• Telecommunications
• Uniformed...
© 2009, Educational Institute 9
Other Hotel Divisions
• Food and beverage
• Sales and marketing
• Revenue management
• Acc...
© 2009, Educational Institute 10
Front & Back
• Front-of-the-house areas: where guests commonly
interact with employees; r...
© 2009, Educational Institute 11
Describe the functions performed
by departments and positions
within the rooms division.
...
© 2009, Educational Institute 12
Describe the functions performed
by departments and positions
within the rooms division
•...
© 2009, Educational Institute 13
Describe the organization of the front office,
including traditional work shifts, alterna...
© 2009, Educational Institute 14
Traditional Front Office Functions
• Reservations
• Registration
• Room and rate assignme...
© 2009, Educational Institute 15
Typical Front Office Positions
• Front desk agent
• Cashier
• Information clerk
• Telepho...
© 2009, Educational Institute 16
Identify the functions performed by
other divisions and departments
within a full-service...
© 2009, Educational Institute 17
Job Descriptions
• Outlines reporting relationships
• Lists job tasks
• Lists additional ...
© 2009, Educational Institute 18
Job Specifications
• Lists needed personal qualities
• Lists needed skills
• Lists needed...
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Chapter 2 new

  1. 1. © 2009, Educational Institute Chapter 2 Hotel Organization Managing Front Office Operations Eighth Edition (333TXT or 333CIN)
  2. 2. © 2009, Educational Institute 2 Competencies for Hotel Organization 1. Explain what a mission is, and describe how goals, strategies, and tactics are used to accomplish a hotel’s mission. 2. Describe how hotels are organized and explain how functional areas within hotels are classified. 3. Describe the functions performed by departments and positions within the rooms division. (continued)
  3. 3. © 2009, Educational Institute 3 Competencies for Hotel Organization 4. Identify the functions performed by other divisions and departments within a full-service hotel. 5. Describe the organization of the front office, including traditional work shifts, alternative scheduling practices, and the purpose of job descriptions and job specifications. (continued)
  4. 4. © 2009, Educational Institute 4 Explain what a mission is, and describe how goals, strategies, and tactics are used to accomplish a hotel’s mission • Mission: unique purpose that sets hotel apart • Goals: observable, measurable activities and standards to achieve mission • Strategies: department or division methods used to achieve goals • Tactics: further define how goals will be achieved
  5. 5. © 2009, Educational Institute 5 Describe how hotels are organized and explain how functional areas within hotels are classified. • Organization chart: schematic representation of relationships between positions
  6. 6. © 2009, Educational Institute 6 Revenue Centers • Front office • Food and beverage outlets • Catering • Room service • Retail stores
  7. 7. © 2009, Educational Institute 7 Support Centers • Housekeeping • Accounting • Engineering and maintenance • Human resources
  8. 8. © 2009, Educational Institute 8 Rooms Division • Front office • Front desk • Reservations • Telecommunications • Uniformed services • Bell attendants • Door attendants • Valet parking attendants • Transportation personnel • Concierges • Housekeeping
  9. 9. © 2009, Educational Institute 9 Other Hotel Divisions • Food and beverage • Sales and marketing • Revenue management • Accounting • Engineering and maintenance • Security • Human resources • Retail outlets • Recreation • Casino
  10. 10. © 2009, Educational Institute 10 Front & Back • Front-of-the-house areas: where guests commonly interact with employees; revenue centers • Back-of-the-house areas: employee/guest interaction is not typical; support centers
  11. 11. © 2009, Educational Institute 11 Describe the functions performed by departments and positions within the rooms division. • Rooms division: front office, uniformed service, housekeeping • Front office: front desk, reservations, telecommunications • Front desk—sell guestrooms; provide telephone, wake-up, paging services; process requests for future overnight accommodations • Reservations—receive, maintain, and manage reservations
  12. 12. © 2009, Educational Institute 12 Describe the functions performed by departments and positions within the rooms division • Telecommunications—answer phones, place wake-up calls, monitor automated systems, and coordinate emergency communications • Uniformed service: bell attendants, door attendants, valet parking attendants, transportation personnel, concierges; provides the most personalized service in a hotel • Housekeeping: most important support department for front office; clean, inspect, and release rooms for sale; effective communication with the front office important to guest satisfaction; helps front office monitor guestroom status; teamwork essential
  13. 13. © 2009, Educational Institute 13 Describe the organization of the front office, including traditional work shifts, alternative scheduling practices, and the purpose of job descriptions and job specifications Work shifts: • day shift, 7 A.M. to 3 P.M.; • evening shift, 3 P.M. to 11 P.M.; • night shift, 11 P.M. to 7 A.M. Flextime, compressed work schedule, job sharing
  14. 14. © 2009, Educational Institute 14 Traditional Front Office Functions • Reservations • Registration • Room and rate assignment • Guest services • Room status • Maintenance/settlement of guest accounts • Creation of guest history records
  15. 15. © 2009, Educational Institute 15 Typical Front Office Positions • Front desk agent • Cashier • Information clerk • Telephone operator • Reservations agent • Bell attendant
  16. 16. © 2009, Educational Institute 16 Identify the functions performed by other divisions and departments within a full-service hotel. • food and beverage division, • sales and marketing division, • revenue management, • accounting division, • engineering and maintenance division, • security division, • human resources division, • retail outlets, • recreation division
  17. 17. © 2009, Educational Institute 17 Job Descriptions • Outlines reporting relationships • Lists job tasks • Lists additional responsibilities • Describes working conditions • Lists job equipment and materials • Lists other important information Used to: • Evaluate job performance • Train/retrain employees • Avoid duplication of duties • Ensure tasks are performed • Determine staffing levels
  18. 18. © 2009, Educational Institute 18 Job Specifications • Lists needed personal qualities • Lists needed skills • Lists needed traits • Spells out management’s expectations Factors considered: • Formal education • Work experience • General knowledge • Previous training • Physical skills • Communication ability • Equipment skills

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