1. LA2401 English for the Hotel Business
Chapter 3: Staffing and Organization

2. "I am a great believer in luck
"I am a great believer in luck. The harder I work, the more I have of it."
- Thomas Jefferson
“You're only as good as the people you hire.” - Ray Kroc, American pioneer of the fast-food industry, Founder of McDonald's.

3. Objectives
The objectives of this unit are…. 1. Language Focus: Staff Roles and Responsibilities 2. Vocabulary Focus: Hotel Staffing and 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. Objectives Today you will: Identify staff positions
Describe responsibilities and organization in hotels
Use must, have to and should to describe obligation and responsibility
Discover Adjectives/Nouns for key characteristics of Hotel Service staff
Use demonstratives for objects and people

5. Staffing Roles and Responsibilities
Who does what?
Role
for whom?
Responsibilities
how?
Characteristics
Watch the video and listen for Hotel Jobs and Keywords

6. Hotel Staffing Top Level General Manager Front Office Food & Beverage
Residence / House
Support Staff

7. Support Staff Hotel Staffing General Manager Support Staff
Marketing
Accounting
Human Resources
Engineering
Sales
Marketing

8. Executive Housekeeper
Front Office
General Manager
Front Office
Front Office
Uniformed Staff
Reservations
Front Desk
House- keeping
Security
Concierge
Reservations Manager
FD Manager
Executive Housekeeper
Door Attendants
Asst. FD Mgr.
Inspectors
Bell Captain
FD Clerk
Room Attendants
Security
Guest Service Agent
Laundry
PBX Operator
Night Auditor

9. Housekeeping Often, the housekeeping department will employ 50%
Executive
Housekeeper
Assistant
Exec
Floor
Housekeepers
Housemen
Contract
Cleaning
Laundry
Manager
Laundry staff
Uniforms Supervisor
Often, the housekeeping
department will employ 50%
of the hotel staff!!

10. Food & Beverages Food & Beverage Director Room Service Manager
Order Takers /
Servers
Bar
Persons
Chief
Steward
Stewards
Executive Chef
Sous Chef
Cooks
Catering
Services
Servers /
Housemen
Restaurant
Captain
Administrative
Assistant
Asst Food &

11. ‘responsible to’ or ‘responsible for’
a) Write 2 sentences describing the positions in the organization chart above: (e.g,. The Services Manager is in charge of the Servers.)
b) Complete the sentences using responsible to or responsible for.
The waiters are _________________ taking orders.
The Bar Persons are _________________ the Bar Manager.
The PBX Operator is _________________ the Front Desk Manager.
The car park attendant is ________________ for parking the guests’ cars.
The Sous Chef is _______________ the Head Chef.

12. Listening - ‘responsible to’ or ‘responsible for’
Working in Pairs:
Listen to the descriptions given by your instructor.
Identify the JOB POSITION that is described, on the Charts.
Write the JOB POSITION on the paper provided.
______________

13. Obligation (and responsibility)
We use must, have to and should to talk about obligation:
The General Manager ….. must make sure the hotel makes profit.
I have to supervise Front of House operations.
He should ensure that the food is excellent quality .
We use don’t have to to show that something is not necessary:
He doesn’t have to check with me all the time.
We use mustn’t and shouldn’t to indicate obligation not to do something:
We mustn’t forget that the guest is most important.
It shouldn’t take more than 30 minutes to clean the room.

14. Obligation (and responsibility)
The housekeeper is explaining to a new chambermaid what her duties are. Select the most appropriate structure in the sentences below.
You (mustn’t/don’t have to) smoke in the bedrooms.
You (don’t have to / shouldn’t) work at night.
You (should/don’t have to) have a twenty minute break every two hours.
You (don’t have to/must) make sure you are ready to start work at 8.15am.
You (have to/shouldn’t) be finished by about 2pm most days.
You (shouldn’t/don’t have to) make it clear you want a tip.

15. Obligation (and responsibility)
Decode the anagram adjectives to find words used to describe personality and write them in the table on your sheet. (Ex 4)
sincere
punctual
reliable
courteous
practical
flexible
enthusiastic
ambitious
efficient
confident
sincerity
punctuality
reliability
courteousy
practicality
flexibility
enthusiasm
ambitiousness
efficiency
confidence
Write four sentences to describe yourself:
a) I am very __________________________.
b) I am quite ________________________ .
c) I am not very _______________________.
d) I must be more _____________________.

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

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

19. Listening Let’s start at front office.
Listen to the dialogue. Are the sentences True or False?
1 Louise is responsible for seven staff.
They handle all the reservations in reception.
Requests for laundry and dry cleaning go to the kitchen.
The housekeeper is responsible to the assistant manager.
The Fidelio system is used for check-ins and payment.
The Opera system is used for travel arrangements.
true / false
true / false
true / false
true / false
true / false
true / false

20. Listening Listen again and complete the sentences.
1 ……………………….front office.
…………………… is Louise, our reception manager.
There is always a ………………… here to deal with questions.
…………………..the phone area over there.
…………………….are the computers and ……………………….. are the printers.
Everybody here is trained on these……………………….. .

21. Expressions to Learn Here’s front office and this is Louise.
Louise is responsible for six staff.
In reception they handle all the reservations.
There is always a receptionist here to deal with any questions.
She’s responsible to the assistant manager.

22. Structures to Practice
________ guests _______ guests checked are checking in. out five minutes ago.
These
Those
_______ is Louise ________ is Joe.
This
That
Complete with the following: These, That, This, Here’s, There’s, Those
Here’s
______ the reception ____________ the reservations desk. office.
There’s

23. are listening to my speech.
This is my book.
This is my dog.
These members
are listening to my speech.
I’d like to go
to that country.

24. Practice Time Now practice with a partner using objects in the room.
Examples: A These are my books. Those are Kaew’s books.
B Here’s my mobile. There are your keys.

25. Wordplay
Re-arrange the following letters to create job titles from this unit.
ekousherepe ____________________
grenocice ____________________
chesosuf ____________________
graname negrela ____________________
cruyiset ____________________
draswet ____________________
lobleby ____________________
granamerab ____________________
housekeeper
concierge
sous chef
general manager
security
steward
bellboy
bar manager

26. Summary Today we have: Identified staff positions
Described 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
Used Demonstratives for objects / people