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1 General Education Office IHM.316 / ILA2401 English for the Hotel Business Chapter 3: Staffing and Organization.

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Presentation on theme: "1 General Education Office IHM.316 / ILA2401 English for the Hotel Business Chapter 3: Staffing and Organization."— Presentation transcript:

1 1 General Education Office IHM.316 / ILA2401 English for the Hotel Business Chapter 3: Staffing and Organization

2 2 "I am a great believer in luck. The harder I work, the more I have of it." - Thomas Jefferson "The ladder of success is best climbed by stepping on the rungs of opportunity." - Ayn Rand

3 3 Objectives The objectives of this unit are…. 1. Language Focus: Staff Hierarchy 2. Vocabulary Focus: Hotel Organization The purpose of this unit is to ensure your familiarity with the titles and responsibilities of hotel staff, and the departments within a hotel.

4 4 Staffing Roles and Responsibilities Know the different types of hotel jobs and responsibilities. General Manager Oversees most or all of the hotels marketing and sales functions, as well as the day- to-day operations of the business. Also responsible for effective planning, delegating, coordinating, staffing, organizing, and decision making to attain desirable profit making results for an organization. House Manager Same thing as a General Manager, but used only in British English. Resident Manager While the General Manager is the person most responsible for the running of the hotel and its profit, the Resident Managers are a team of 2-3 managers who help the General Manager ensure the profitability of the organization. Typically, Resident Managers are second in command and handle all the little duties and responsibilities of the hotel employees. In many cases, one or more of the Resident Managers even lives in the hotel in case of emergencies.

5 5 Staffing Roles and Responsibilities Personnel Usually referred to as Human Resources, the personnel department/individual charged with the overall responsibility for implementing strategies and policies relating to the management of individuals. Sales & Marketing An individual or department within the organization responsible for increasing the customer base of the organization, and for improving the overall relationship between the customer and the company. Purchasing Purchasing refers to a business or organization attempting for acquiring goods or services to accomplish the goals of the enterprise. Accounts This department ensure that the organizations bills are being paid, or that all money coming into the company is properly recorded for tax preparation.

6 6 Head Housekeeper The Head Housekeeper is responsible for ensuring the thoroughness and quality of work conducted by the housekeepers caring for the entire hotel and its appearance. Housekeeper The Housekeeper is responsible for the cleaning and maintenance of the interior of a residence, including direction of subordinate maids. Concierge A concierge is an employee who either works in shifts within, or lives on the premises of a hotel and is similar to a manager directing the employees working the front of the hotel such as the front and night porters, bell persons, and door persons. Clerks A hotel may have many different types of clerks; front desk clerk; service desk clerk; cash register clerk, etc. Their duties vary based on their job title, and are usually limited to only their immediate duties that support the front office. Staffing Roles and Responsibilities

7 7 Restaurant The restaurant of a hotel is associated with that hotel as a business partner, not an additional component of the hotel organization. While most hotel restaurants will listen and cooperate with the hotel management, it is not uncommon for the hotel business to close or move and a new restaurant business take over its place. Front Office Manager This is an individual responsible for the departments within the hotel that come in contact with clients, including the marketing, sales, and service departments. The Front Office Managers main responsibility is ensuring the daily operations of these departments are functioning properly, reporting to the Resident Manager, and for making sure the customers coming into contact with these departments are happy. Head Receptionist The Head Receptionist is responsible for ensuring the thoroughness and quality of work conducted by the receptionists who are responsible for receiving or greeting any visitors or clients, and for answering telephone calls. Staffing Roles and Responsibilities

8 8 Porters Porters, Bell Persons, Bellhops, Door Persons… many names are given to these individuals, but typically they helps patrons with their luggage while checking in or out. Chambermaids Chambermaid, Maid, Cleaner… again, the names are many, with typical responsibilities pertaining to the cleaning, servicing, maintenance, and overall appearance of the hotel. Staffing Roles and Responsibilities

9 9 Staffing Hierarchy Now look at this staffing hierarchy chart. Use the word list below to complete the chart… 1. 1.Housekeeper 2. 2.Resident Manager 3. 3.Head Receptionist 4. 4.General Manager 5. 5.Head Housekeeper 6. 6.House Manager 7. 7.Front Office Manager What about me? - Food and Beverage Manager Listen and check……

10 10 Staffing Hierarchy Use the word bank and identify the hotel employees below. A. General/House ManagerD. Head Receptionist B. Resident ManagerE. Head Housekeeper C. Front Office ManagerF. Housekeeper

11 11 Obligation (and responsibility) We use must, have to and should to talk about obligation: The house manager ….. must make sure the hotel stays profitable. I have to supervise Front of House operations. He should ensure close liaison between Front of House operations and Housekeeping. We use dont have to to show that something is not necessary: He doesnt have to check with me about day-to-day issues. We use mustnt and shouldnt to indicate obligation not to do something: We mustnt forget that our aim is to make money. I know I shouldnt say this but……….

12 12 Obligation (and responsibility) The housekeeper is explaining to a new chambermaid what her duties are. Select the most appropriate structure in the sentences below. a) a)You (mustnt/dont have to) smoke in the bedrooms. b) b)You (dont have to / shouldnt) work at night. c) c)You (should/dont have to) have a twenty minute break every two hours. d) d)You (dont have to/must) make sure you are ready to start work at 8.15am. e) e)You (have to/shouldnt) be finished by about 2pm most days. f) f)You (shouldnt/dont have to) make it clear you want a tip.

13 13 Obligation (and responsibility) Decode the anagram adjectives to find words used to describe personality and write them in the table on P33 a) a)ricesen b) b)cultunap c) c)blareeli d) d)utocusero e) e)carticlap f) f)lebelfix g) g)suiteachtins h) h)usitomabi i) i)nicefitfe j) j)nitfecnod S P R C P F E A E C sincere punctual reliable courteous practical flexible enthusiastic ambitious efficient confident sincerity punctuality reliability courteousy practicality flexibility enthusiasm ambitiousness efficiency confidence

14 14 Support Staff (Back Office) Engineers Groundskeepers Attendants Sales and Marketing Human Resources Oversee the hotels physical plant, buildings, and grounds Maintain and upgrades the exterior of the facility by landscaping the property Oversee recreational facilities such as pools, tennis courts, and golf courses Persuades guests to stay at a particular property or chain Oversees recruiting, selecting, training, and compensating hotel employees Match the staff group to its function

15 15 Support Staff (Back Office) Engineers Groundskeepers Attendants Sales and Marketing Human Resources Oversee the hotels physical plant (pumps, generators, pipework - MES) buildings, and grounds Maintain and upgrades the exterior of the facility by landscaping the property Oversee recreational facilities such as pools, tennis courts, and golf courses Persuades guests to stay at a particular property or chain Oversees recruiting, selecting, training, and compensating hotel employees Match the staff group to its function

16 16 Sales & Marketing Support Staff The sales force of a lodging business may include different types of sales personnel Sales representatives Technical-support staff Sales assistants Telemarketers

17 17 Housekeeping Often, the housekeeping department will employ 50% of the hotel staff!!

18 18 Food & Beverages

19 19 Staffing Requirements Make a list of staffing requirements each accommodation requires. A. A.General/House Manager B. B.Resident Manager C. C.Restaurant D. D.Head Housekeeper E. E.Clerks F.Personnel G.Purchasing H.Front Office Manager I.Housekeeper J.Porters K.Sales L.Accounts M.Head Receptionist N.Concierge O.Chambermaids

20 20 The Concierges Job Listen to Christopher Lloyd, the Personnel Director of a large hotel, describing the job of a concierge. 1 1As you listen, tick the items below if you hear Christopher Lloyd talk about them. personality required working hours duties uniform 2 Listen again and take more detailed notes about the items you ticked.

21 21 Concierge service phrases 3 3Without listening again, match the halves of the phrases below: 1provide fora a guests request 2 contactb a courteous manner 3 makec guests needs 4 displayd supply of stamps 5 maintaine external companies 6 keepf guest satisfaction 7 fulfilg bookings for tours, etc. 8 maximiseh a log-book

22 22 Communication What the Dishwasher knows………. The Art and Science of Hospitality Management Vallen & Abbey, Managing HR, P158 Dishwasher Steward BusboysServer Food & Beverage General Manager

23 23 Communication What the dishwasher knows… For three dollars an hour should I look at every fork when they come out? If I did, the steward would tell me to quit wasting time. Sure, I know the silver isnt soaked long enough and the scrapers overload the garbage disposal. But they have to hurry or the dishes wont be out soon enough to go up fast enough. And the dishes arent separated and stacked right when they come down, so it takes me longer to get them into the machine. I tell the busboys, but they say theyre in too big a hurry to have time to fool with arranging dishes for the dishwashers. It doesnt make much difference. The dirty stuff will just be sent back for us to do over again.

24 24 Communication What the dishwasher told the steward… The washer doesnt spray hard enough and the soap isnt strong enough to clean the dishes unless I put them through twice. Then I am slowed down too much. What the steward told the food and beverage manager: These guys just dont care. Unless I watch them every minute they just let the stuff slide by. The best thing to do would be to appoint a head dishwasher so he/she could watch the rest, if I could find one I could trust. But for now Ill just have to check them myself.

25 25 Communication What the Server knows… I noticed the dishes were streaked and the silver still had food stuck on it, but theres no use bothering the steward. I just set the bad stuff aside and got others from the pantry myself. Those dishwashers just put in their hours. They dont care about the customers. What the Food and Beverage Manager reported… The steward will check the dishes and silver after they have been washed. Hell push the dishwashers to work faster and more carefully. We havent enough workers.

26 26 Communication What the General Manager concluded…. You cant get good help in the pantry and scullery. Those people just dont care! They have no idea of the effect of their work on the customers attitudes and opinions!!! Who uncovered a problem? Who covered a problem? Who reported a problem? 80% of the staff knew about a quality control problem, but only 20% of them passed the information along

27 27 Pareto Principle also known as the 80–20 rule or the law of the vital few states that, for many events: roughly 80% of the effects come from 20% of the causes named it after Italian economist Vilfredo Pareto, who observed in 1906 that 80% of the land in Italy was owned by 20% of the population he developed the principle by observing that 20% of the pea pods in his garden contained 80% of the peas

28 28 Pareto Principle 80% of the work is usually done by 20% of the people. 80% of the crashes are caused by 20% of the bugs 80% of your profits come from 20% of your customers 80% of your complaints come from 20% of your customers 80% of your profits come from 20% of the time you spend 80% of your sales come from 20% of your products 80% of your sales are made by 20% of your sales staff In business:

29 29 Generic Employment Terms Appraisal Orientation Staff Turnover Disciplinary Tribunal Motivation Empowerment Empathy Leadership Probation Mentoring Management Terms & Conditions Job Description Person Specification Interview Supervision Application

30 30 Interview Activity Work in Pairs You are Senior Managers at a large, busy hotel in the heart of Toronto. One of you is the Front of House Manager One of you is the General Manager Read the Job Advertisement (on P38) and the qualities from your Concierge notes Read the 3 Interview Notes (on P39) Decide who is going to get the position of Concierge (10 Minutes) Join another pair, Discuss your decision and CONFIRM Indicate on the white board whom you will APPOINT

31 31 Summary Today we have: Identified staff positions, responsibilities and organization in hotels Used must, have to and should to describe obligation and responsibility Discovered Adjectives/Nouns for key characteristics of Hotel Service staff Familiarized with the qualities of a Concierge Discussed the importance of effective communication Described the relevance of Paretos Principle in Business Reviewed terms related to employment Made informed decisions about suitability of personnel for job positions


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