Hospitality and Tourism TRAVEL AND TOURISM 9/15/2018 Hospitality and Tourism 1.03 Understand how inter -organizational systems operations impact products and services offered at hospitality and tourism destinations. CHAPTER 3

There are typically 8 different departments: Accounting Engineering Human Resources Food and Beverage Housekeeping Management Marketing/Sales Security

Accounting Keeps track of financial transactions such as payments, deposits, etc. Prepares financial reports and statements for the business.

Engineering Responsible for the physical maintenance and upkeep of all hospitality and tourism destinations; including: repairs, grounds keeping, and maintenance.

Human resources Manages all individuals within hospitality and tourism destinations. Recruits and interviews new employees, assists employees with compensation and benefits, establishes and implements policies and procedures for all employees to follow, evaluates employee performance, etc.

Food and Beverages Manages the food and beverage services, including: full-service restaurants, quick- service, room service, cocktail bars, etc.

Housekeeping Responsible for keeping public spaces clean, sanitary and attractive; including: restrooms, guest rooms, entrances, meeting spaces, etc. CHAPTER 3

Management Responsible for the overall operations of hospitality and tourism destinations. Manages each department within each destination. Overall goal is to keep customers happy by producing a great experience at their destination(s).

Marketing/sales Responsible for developing, promoting and selling products and services offered at hospitality and tourism destinations. Uses venues such as advertising, public relations, personal selling, offering sales and discounts, etc.

Security Responsible for maintaining safety at all hospitality and tourism destinations. Prevents crime while protecting people and their property.

Front of the House v/s Back of the House Front of the house- These job positions take place in areas where direct contact is made with the customers. The purpose of front-of-the-house is for employees to have first-hand interaction with customers. Examples- lobby greeters, bell hops, front desk attendants, waiters/waitress. Back of the house- These job positions work behind the scenes. The purpose of back-of-the-house employees is to maintain management, functionality and upkeep of hospitality and tourism destinations. Examples- engineers, human resource workers, accounting, sales/marketing.

Organizational Chart for a Hotel

Customer Service Service is an activity done for another person. Customer service is the total experience a customer has with that business. Customer experience includes staff performance and courtesy, cleanliness of the property, and the way customers are treated

Customers A customer or guest is someone who buys products or services from a business. The success of a hospitality business depends on return customers. Poor service is the number one reason customers do not return to a business.

Satisfying Customer Needs Hospitality companies strive for customer satisfaction. Quality service is service that meets or exceeds customer expectations. Consistent quality service means providing the same good service and products each time a customer comes to a business. Quality service depends on service encounters.

Hospitality Employees All employees are responsible for providing quality service.

Organizing Organizing consists of designing the internal structure of the business may be divided into divisions and departments. Authority is delegated. The organizational chart shows how tasks are organized, who performs them, and the levels of responsibility and authority.

Front Office Organizational Chart

Security Division Organizational Chart

Housekeeping Organizational Chart

Management Levels Upper management is the top level and is responsible for the entire company. Supervisory management is responsible for a specific department or area. Larger companies may have one or more levels of middle management between the top and supervisory levels. Organizational charts show reporting relationships.

Management Organizational Chart

Organization of Hospitality Businesses Small hospitality businesses have few or no departments. Larger businesses are organized into departments and divisions; divisions are often based on geography. Multiple-unit businesses have corporate headquarters, where tasks relating to the entire company are handled.

Revenue and Support Centers Revenue is the money a business takes in for the products and services it sells. Profit is money left over after costs are paid. A revenue center is a division or department that sells products that bring in revenue. A support center (cost center) provides services that enable the revenue centers to make money.