This document provides an organizational chart and overview of the departments in a hotel management structure. It outlines the general manager as the head of the organization overseeing departments such as marketing, human resources, and accounting. It then describes the key service departments including front desk operations, housekeeping, maintenance, security, and food and beverage. Each department is responsible for specific operational functions like reservations, check-in/out, cleaning rooms, maintenance, and food service. The document provides details on the roles and responsibilities within each department to support hotel operations and deliver services to guests.

1. HOTEL MANAGEMENT AND OPERATIONS

2. SAMPLE ORGANIZATIONAL CHART
FOR HOTEL INDUSTRY
GENERAL
MANAGER
Director of Marketing Director of Marketing Controller Director of HR
Mrktng A/C
SM Staff
Staff
F&B Front Securit Director Employ
Director Training Payroll
Outlet Office y House ment
Engineering
Mgr Mgr Keeping
House
Front Bell Staff Concierge Reservation Keeping
Office Staff Manager

3. 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 Operations
c) Increasing Profitability
 He is charged with promoting great satisfaction
 He supervises and organizes all other department
within hotel.

4.  Accounting:
a) Hotel Accounting functions come under the supervision of the Controller or
head accountant.
b) He participates in long term financial planning and projections.
c) Large hotels employs a credit manager whose responsibilities include
validating and authorizing guest credits and collecting overdue accounts.
d) Paymaster heads the large payroll division and under them are clerks and
cashiers.

5.  Human Resource:
a) Interviewing hiring and training the employees is a
necessity and in large hotels this is performed by
separate HR department.
b) This department manages the hotel’s employees benefits
program and monitors compliance with laws that relate
to hiring and promotion.

6.  Marketing/ Sales:
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.

7. 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

8. 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.

9.  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.

10. 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.
 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.

11.  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.
 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.

12.  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.
 HOUSE KEEPING:
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.

13.  SECURITY:
a) Most hotels have a chief of security officer who has training in
law enforcement as well as civil and criminal law.
b) Electronic key card offer superior security where in it does not list
the name of the hotel or guest room number.
c) Security staff develop catastrophe plans to ensure staff and guest
security and to minimize direct and indirect disaster.
 FOOD AND BEVERAGE OPERATIONS:
a) Primary components include banquets, catering , and restaurants.
It also includes Room Service and Vending Machines. Raid the Pantry
is a service where guest can enter and help themselves in a “pantry” are
stocked with sandwiches, soft drinks and cookies.

42. BY
Alina Vincent Parokaran
&
Harsha Hareendran