0. Chapter 2 Hotel Organization
Managing Front Office Operations Eighth Edition
(333TXT or 333CIN)

1. Competencies for Hotel Organization
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.
(continued)

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

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

4. Support Centers Housekeeping Accounting Engineering and maintenance
Human resources

5. Rooms Division Front office Front desk Reservations Telecommunications
Uniformed services
Bell attendants
Door attendants
Valet parking attendants
Transportation personnel
Concierges
Housekeeping

6. Other Hotel Divisions Food and beverage Sales and marketing
Revenue management
Accounting
Engineering and maintenance
Security
Human resources
Retail outlets
Recreation
Casino

7. Traditional Front Office Functions
Reservations
Registration
Room and rate assignment
Guest services
Room status
Maintenance/settlement of guest accounts
Creation of guest history records

8. Typical Front Office Positions
Front desk agent
Cashier
Information clerk
Telephone operator
Reservations agent
Bell attendant

9. Job Descriptions Outlines reporting relationships Lists job tasks
Lists additional responsibilities
Describes working conditions
Lists job equipment and materials
Lists other important information
Used to:
Evaluate job performance
Train/retrain employees
Avoid duplication of duties
Ensure tasks are performed
Determine staffing levels

10. Job Specifications Lists needed personal qualities Lists needed skills
Lists needed traits
Spells out management’s expectations
Factors considered:
Formal education
Work experience
General knowledge
Previous training
Physical skills
Communication ability
Equipment skills