Hotel Organization

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 Describe how hotels are organized and explain how functional areas within hotels are classified Describe the functions performed by departments and positions within the rooms division

Competencies for Hotel Organization (2) Identify the functions performed by other divisions and departments within a full-service hotel Describe the organization of housekeeping, including traditional work shifts, alternative scheduling practices, and the purpose of job descriptions and job specifications.

Revenue Centers  Front office  Food and beverage outlets  Catering  Room service  Retail stores

Support Centers  Housekeeping  Accounting  Engineering and maintenance  Human resources

Rooms Division  Front desk  Reservations  Telecommunications  Front office  Front desk  Reservations  Telecommunications

Rooms Division  Bell attendants  Door attendants  Uniformed services  Bell attendants  Door attendants  Valet parking attendants  Transportation personnel  Concierges  Housekeeping

Other Hotel Divisions  Food and beverage  Sales and marketing  Accounting  Engineering and maintenance  Security  Human resources  Retail outlets  Recreation  Casino

Job Descriptions (1)  Lists job tasks  Outlines reporting relationships  Lists additional responsibilities  Describes working conditions  Lists job equipment and materials  Lists other important information

Job Descriptions (2) Used to:  Evaluate job performance  Train/retrain employees  Avoid duplication of duties  Ensure tasks are performed  Determine staffing levels

Job Specifications(3)  Lists needed personal qualities  Lists needed skills  Lists needed traits  Spells out management’s expectations

Job Specifications(4) Factors considered:  Formal education  Work experience  General knowledge  Previous training  Physical skills  Communication ability  Equipment skills

Assignment Develop job descriptions for the housekeeping shift managers, floor supervisors and room attendants for a 3 star mid range hotel with 200 rooms. The class should separate in groups of 3-5 persons. The particular class activity should work as a typical company meeting using brainstorming. At the end of the class exercise each group should present its findings in a 3-5 minutes presentation.