1. Develop and update hospitality industry knowledge
SITHIND001A – Develop and Update Hospitality Industry Knowledge
Develop and update hospitality industry knowledge
AGENDA
8. Organization and Structure
of Hospitality Establishments
Presentation_4 TAFE NSI Ryde/MB_ZGtbc_2012

2. 8. Organization and Structure of Hospitality Establishments
a. Departments
b. Associated jobs / professions
c. Hierarchy / organizational Chart
d. Organizational Chart / departmental
e. Inter-related departmental relations and communication
f. Front of house / back of house departments and positions

3. a. Departments in a typical hospitality establishment (Hotel, Restaurant, etc)
Rooms Division - Front Office/ Reception
Food & beverage
Housekeeping
Kitchen - Culinary
Security
Human Resources/ Training
Finance -Purchasing
Maintenance IT
Sales and Marketing

4. (Less customer contact – supportive departments)
Functional Departments (Customer contact – operational departments) & Non Functional Departments
(Less customer contact – supportive departments)
f. Front of house / back of house departments and positions

5. HOSPITALITY Functional Departments (Customer contact – operational departments)
Rooms Division - Front Office, Guest relations, Valet parking etc…
Housekeeping
Food and Beverage - Banqueting/Function/Restaurtants/ Bars etc…
Kitchen – Food Production
Security
Maintenance

6. HOSPITALITY Non Functional Departments (Less customer contact – supportive departments)
Sales and Marketing
Human Resources / Training
Finance / Accounting – Cost control, Purchasing, Receiving, Stores etc…
-Revenue Management

7. ROOMS DIVISION - FRONT OFFICE
Provide service to all customers who require accommodation, from:
Taking reservations
Answering phones and taking messages
Checking guests in on arrival
Providing information during their stay
Cashiering
Checking the guest out on departure

8. Main Sections of Rooms Division Accommodation b
Main Sections of Rooms Division Accommodation b. Associated jobs / professions
FRONT OFFICE
Reception
Cashiering
Guest Services Agent
Business Center
Night Audit
CONCIERGE
Porter
Valet
Guest Relations Officer

9. Rooms Division / Accommodation – Front Office b
Rooms Division / Accommodation – Front Office b. Associated jobs / professions
BACK OFFICE
Communications
Reservations
Reservations Sales Agent

10. HOUSEKEEPING
Ensure all the guest rooms and public areas within the establishment are always clean.
They also:
Look after the hotel laundry
Provide information to guests
Maintenance of guest rooms

11. Rooms Division / Accommodation – Housekeeping b
Rooms Division / Accommodation – Housekeeping b. Associated jobs / professions
ROLES
Room attendant
Butler
Public area cleaner
Supervisor

12. FOOD AND BEVERAGE Covers a diverse range of operations including:
Food Preparation
Food Service
Beverage Service
In Room Dining
Banqueting/Functions

13. Roles in Food &Beverage b. Associated jobs / professions
Food and Beverage Attendants
F&B Cashiers
Banquet Staff
Bar Attendants
Food and Beverage Supervisors
Sommeliers
Maitre’d
Restaurant Manager

14. KITCHEN b. Associated jobs / professions
Is involved in Food Preparation and employs:
Executive Chef
Head Chef (Chef de Cuisine)
Sous Chef (Assistant Head Chef)
La Brigade de Cuisine, eg; Chef Patissiere, Chef Saucier, Chef Poissonnier etc./ Demi-chef de Partie etc…
Commis – work for chefs
Apprentice / Trainees

15. SALES AND MARKETING
Every body who works in any hospitality industry is a sales person - however this specialty area:
Sell hotel to travel agents and companies
Organise hotel brochures and information packages
Liaise with Tour Wholesalers to develop hotel package holidays

16. Other supportive Departments
Handles all the administrative duties in the establishment including:
Human Resource Management
Financial Control
Purchasing
Security/Maintenance IT

17. c. Hierarchy / organizational Chart d
c. Hierarchy / organizational Chart d. Organizational Chart / departmental
Refer to additional material hierarchy / organizational charts sample

18. e. Inter-related departmental relations and communication
Regardless of the size of any establishment it is important there is a good interrelationship between all departments to ensure the customer is provided with the
“BEST POSSIBLE SERVICE”

19. “BEST POSSIBLE SERVICE”
How do we do this??
We ensure consistency of service and quality is maintained within these departments by:
Orientation
Training
Regular meetings
Controls and systems in place (S & P’s)
Empowering staff
Others
What “attributes/qualities” are necessary to succeed in the Tourism and Hospitality Industry?
TAFE,NSI;Hospitality Industry; Version

20. TAFE,NSI;Hospitality Industry; Version 1 2007
Quality Assurance
Quality assurance is the control of the variations in the provision of goods and service to ensure consistency.
TAFE,NSI;Hospitality Industry; Version

21. CONSISTENCY OF SERVICE AND QUALITY
Some ways we can ensure this happens include:
Training of staff
Good communications between departments
Established work programs
Good awareness of activities within other departments
TAFE,NSI;Hospitality Industry; Version

22. ACTIVITY – DICE GAME Form a group of 3-4 people
Establish a time keeper and a group leader
Read the instructions on the worksheet
Do the Activity