1. Hotel Management and communication
Reporter : Shu-Li, Hsu

2. Learning Objective Creative an organization chart
Classify functional areas by revenue or support centers
Classify functional areas by front-of the-house and back-of-the-house
It may divide its structure into functional areas by either revenue and support or front-of-the house and back-of-the-house

3. Impact of Personal Presentation3B
Impact of Personal Presentation 7%
38%
55%
Verbal
Vocal
Visual
100% Total Impact

4. Organization Chart: Management Positions in a Full-Service Hotel

5. Organization Chart: Rooms-Only Hotel

6. Organization Chart
A common way to represent an organization’s structure is the organization chart. An organization chart is a picture of the relationships between positions within an organization. It shows where each position fits in the overall organization, as well as where divisions of responsibility and lines of authority lie. Solid lines on the chart indicate direct-line accountability. Dotted lines indicate relationships that involve a high degree of cooperation and communication, but not a direct reporting relationship.

7. Apply Your Learning
What does a dotted line on an organization chart stand for?
2. What does a solid line on an organization chart stand for?

8. 3. Which of the following departments would be considered a support center?
a. Reservations
b. Front desk
c. Auditor
d. Hotel lounge
4. Which of the following departments would not be considered front-of-the-house?
a. Laundry
b. Switchboard operators
c. Security
d. Housekeeping 

9. Hotel Divisions and Departments
• Engineering and maintenance
• Marketing and sales
• Accounting
• Human resources
• Security
Rooms Division
Food and Beverage Division

10. HOTEL DIVISIONS AND DEPARTMENTS
• The rooms division provides hotel services directly to the guests. Departments within the rooms division include front office, telecommunications, reservations, uniformed services, and housekeeping. • The food and beverage division is a revenue center that includes all of the food and beverage operations. A property may have restaurants, lounges, coffee shops, dining rooms, banquet services, room service, and meeting room services. Alcoholic beverage sales are usually a separate department within the food and beverage division.

11. • The engineering and maintenance division takes care of the interior and exterior of the property.
The marketing and sales division handles sales, convention services, advertising, and public relations.
• The accounting division handles the financial activities of the operation.
• The human resources division handles all issues related to employment.
• The security division helps ensure the safety and security of guests, visitors, employees, and the hotel property.

12. Apply Your Learning
Please write all answers on separate sheet of paper.
List the departments that make up the rooms division.
2. List the activities that food and beverage divisions engage in.

13. 3. What are the responsibilities of the engineering and maintenance division? 4. Why has the human resources division become more important in recent years? 5. What are some of the duties performed by the security department?

14. AFTER STUDYING SECTION YOU SHOULD KNOW HOW TO:
Create an organization chart
Classify functional areas by revenue or support centers
Classify functional areas by front-of the-house and back-of-the-house An organization requires a formal structure to carry out its mission and goals. It may divide its structure into functional areas by either revenue and support or front-of-the house and back-of-the-house (also known as heart-of-the-house).

15. Lovely reminder
Give opportunities to move around in your job posts; do not be afraid to come out of your comfort zone.
Arrive earlier and leave later than the boss, allow yourself to have more work to do.
Keep learning, whether you are good at it or not.
Participate in various social clubs and know more people from different job posts.
Have one more heart when treating people or affairs; be concerned about the needs of other.

16. Thank you for your listening