1. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Chapter 2 – Hotel Organization and the Front Office Chapter Focus Points Organization of lodging properties Organization of the front office department Staffing the front office Function of the front office manager

2. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Organization of Lodging Properties Full-service hotel - Fig. 2-1 (p. 40-41)  note description of hotel on p. 39 Medium size, full-service hotel Fig. 2-2 (p. 43)  note description of hotel on pp. 43-44 Limited-service hotel Figure 2-3 (p. 45)  note description of hotel on pp. 44-45

3. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Job Responsibilities of Departmental Managers General Manager Provides leadership skills of vision for the organization planning, decision making, organizing, staffing, controlling, directing, and communicating to develop a competent staff Orchestrates efforts to meet financial goals Performance judged according on effectiveness of supervisors -> motivation and instruction

4. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Departmental Managers cont’d. Assistant General Manager Food and Beverage Director Plant Engineer Executive Housekeeper Human Resources Manager Marketing and Sales Director Front Office Manager Controller Director of Security Parking Garage Manager

5. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Organization of the Front Office Department Refer to Fig. 2-5 and discuss the various positions found in a front office and their respective duties. (p. 55) Refer to Fig. 2-7 (limited-service hotel) (p. 58)

6. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Functions of the Front Office Manager Elements that enable the front office manager to effectively supervise. Employees (training) Equipment (PMS) Inventory (rooms to be sold) Budgeted finances Sales opportunities

7. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Eric Long Review Hospitality Profile of Eric Long, Waldorf=Astoria (p. 54) www.waldorfastoria.com/ Waldorf=Astoria Hotel

8. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Job Analysis and Job Description Review job analysis of a typical front office manager. (p. 60-61) Relate the job analysis to the job description in Fig. 2-8. (p. 62)

9. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved The Art of Supervising The front office manager’s position in the hotel’s management team Motivational strategies – each employee Process of orchestrating employee personalities in a group work setting

10. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Art of Supervising cont’d. Strengths and weaknesses of employees (unofficial leader; agitator; complainer) Conflict between supervisor’s use of authority and the definition of supervision as “working through others” Importance of training Value of handling special requests from employees

11. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Art of Supervising cont’d. Communications center role assigned to the front office:  Message book  Intranet  Daily function sheets

12. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Staffing the Front Office - Table 2-1 (pp. 66-67) – Displays how the front office manager prepares a schedule for the front office staff and forecasts its subsequent payroll costs. Step 1: Estimate or forecast the needs department for a certain time period through review of the sales history of previous events, current functions, current reservations, anticipated walkins, stayovers, and check-outs for that time period to determine their impact upon labor requirements. Step 2: Meet the needs of the lodging establishment and the needs of the employee. Step 3: Calculate the anticipating payroll, requires the front office manager to go back and price-out each category of employee. Step 4: Prepare a summary of costs by category to compare projected income for weekly room sales and weekly payroll.

13. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Staffing the Front Office cont’d. - Table 2-2 (p. 68) - Relates projected labor costs with the projected revenue.

14. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Case Study 201 The Art of Supervising Employees