HOTEL ORGANIZATION

Functions of a Hotel
Lodging accommodations Revenue centers Cost centers Serve and enrich society Profit for the owners

Organizational Structure
The Flat Organization - large number of employees reporting to one supervisor (with wide span of control) The Tall Organization - a small number of employees report to a supervisor, necessitating a larger number of supervisors (with narrow span of control)

Revenue Center versus Support Center

Revenue Centers Profit generator
Front office F&B Outlets Room service Retail stores

Support Centers Support and help providers

Housekeeping Accounting Engineering Sales & Marketing Human Resources Security

Front of the House versus Back of the House

Front of the House With guest contact and interaction Back of the House Minimal guest contact and interaction

Front Office Restaurants Uniformed Services

Kitchen Housekeeping Accounting

Executive Committee (EXECOM)

General Manager Director of Human Resources Director of Food and Beverage Director of Rooms Division Director of Sales and Marketing Director of Engineering Director of Accounting

Executive Committee Chart

Qualities of Successful Hospitality Leaders

Leadership Attention to detail Follow-through People skills Patience Ability to delegate effectively

Rooms Division
Front office Housekeeping

Room Division Organizational Chart

Functional Departments
Rooms Division The main task is to manage the sale and maintenance of rooms in a hotel. It is segmented into two departments:
Front Office Department This is the "nerve center" in the entire hotel operations. All the transaction passes through within this department. It acts as the public face of the hotel, the first and last point of contact for the guest. Housekeeping Department Their task is to clean and prepare guest rooms, and maintain the cleanliness of hotel common/public areas.

Functional Departments
Food and Beverage Division Prepares and sells food and beverage to the guests. Comprised of 2 main areas: (1) Production/Kitchen, (2) Service/Dining Areas. Sales and Marketing Division Handles reservations, room sales and banquet sales. Finance/Accounting Division Prepares payroll of employees, financial statements, accounts receivables and payables of the hotel, and other accounting transactions. Human Resources Division Handles recruitment, selection, hiring and retention of employees. Engineering Division Maintains, repairs, and improves physical structures of the hotel. Security Division Their main task is to keep the guests and the hotel properties safe and secured.

End of Lesson