1) The document discusses the importance of organizational structure in hotels, including ensuring proper authority, responsibility, job descriptions, and operational workflow. 2) It provides examples of organizational structures for small and large hotels, including traditional approaches that separate roles like board, general manager, department heads, and staff as well as functional approaches that separate departments like rooms, food and beverage, marketing, and engineering. 3) Common hotel departments are identified as rooms, food and beverage, marketing and sales, human resources, finance and accounting, and engineering, with descriptions of their main responsibilities.

1. Pertemuan 3
Mata Kuliah : Pengantar Perhotelan
Tahun : 2013
Pertemuan : 6
Struktur Organisasi Hotel

2. Topics
• The importance of organisation structure
• Approaches in hotel structure
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3. Learning Objectives
The students are able to
• Identify the importance of organisation
structure
• Differentiate types of structure
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4. The Importance of Hotel Structures
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• Why need a structure?
– Human intensive industry
– Commercial business
– Working mechanism
• The importance of structures …
– Relationship between authority and
responsibility
– Departementalisation
– Job description dan job specialisation
– Operation flows

5. The function of organisation structure
• It is a method of work to have a total control
over a hotel from beginning to end.
• Many people find it motivating to see the
result of their efforts.
• It increases worker productivity and efficiency.
• It delegas jobs that increases the need
formanagerial control and coordination.
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6. Example of A Small Hotel Structure
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7. 7
Example of A
Big Hotel
Structure

8. Traditional Approach of Hotel
Structures
• Board of Commisioners – the owners of the hotel (shareholder)
• General manager - responsible for defining and interpreting the policies
established by top management. The general manager serves as a liaison to the
hotel’s owner or corporate parent, sets (or communicates) the overall strategic
course of the hotel, sets hotel-wide goals, coordinates activities between
departments, and arbitrates interdepartmental disputes.
• Board of Directors
• Department head
• Resident Managers - acting GM in the GM’s absence, representing the GM on
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interdepartmental hotel committees,
• Managers, Supervisor, Rank and file – hotel workers (casual and permanent)

9. Functional Approach of Hotel
Structures
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• Functional
– Rooms
– Food and Beverage
– Marketing and Sales
– Human resources
– Finance and Accounting
– Engineering

10. 10
Common Departments in Hotel
Structure
• Rooms Department - Typically,
the rooms department (some
called the front desk department)
includes reservations, the front
office, housekeeping, and
telephone or PBX.
• Food & Beverage Deparment -
The primary function of the food
and beverage department is to
provide food and drink to a
hotel’s guests.

11. 11
Common Departments in Hotel
Structure
• Marketing and Sales Department
- The primary responsibility is to
make up the marketing and
selling of the hotel facilities and
services to individuals and
groups.
• Human Resource Deparment – It
serves no customers, books no
business, and prepares no meals,
yet it plays a vital role in a hotel’s
efficient operation.

12. 12
Common Departments in Hotel
Structure
• Finance and Accounting Department - Its
traditional role is recording financial
transactions, preparing and interpreting
financial statements and providing the
managers of other departments with
timely reports of operating results (line
functions).
• Engineering Deparment – The
responsibilities include preventive
maintenance; repair; replacement;
improvement and modification to
furniture, fixtures, and equipment (FFE);
and ensuring uninterrupted provision of
utilities (gas, electricity, water)

13. 13
Specific Approach in Hotel Structure
Guest Contact Area Operating
Department
Front of
The House
Back of
The House
Front Office
F&B Service
Housekeeping
Human
Resource

14. 14
Specific Approach in Hotel Structure
Cost and Revenue Operating
Department
Revenue Cost
Marketing
Finance
Front Office
F&B Service

15. Span of Control
Wide Span of Control – Example: Housekeeping
& F&B Services
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16. Future Organisation of Hotels
• The future success of a hotel will be driven in
large part by the ability to foresee and
capitalize on change.
• These key organizational trends must be
acknowledged by the successful hotel
organization
‘visionary leadership, globalization, diversity, flexibility,flat
structure, customer focus, zero defects, network orientation,
and being in the information fast lane.’
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17. Span of Control
Narrow Span of Control – Example: Marketing &
Finance
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18. Career Path In Hotel
1. Assistant manager of the reservations
department
2. Reservations department manager
3. Rooms department manager
4. Resident manager
5. General manager
6. Regional manager
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19. Conclusion
• The four basic components of organizational
structure include job specialization,
departmentalization, patterns of authority,
and span of control.
• Successful managers enjoy certain common
characteristics including providing clear
direction, feedback, and recognition;
encouraging open communication and
innovation; and establishing ongoing controls.
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