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Factors determining the organizational make up of the Hotel: - A hotel’s size classification - A hotel’s location type - A hotel’s product type ( service level and target market)
Hotel Organization & Rooms Division
They play a role in dictating “ WHO AND HOW MANY DID WHAT.”
• • • • • • Rooms Division Food and Beverage Accounting Human Resources Engineering Sales/Marketing and Catering
Top Level Management
Director of HR
Director of Engineering
Director of Revenue Management
The General Manager
• • • • • Investor Relations Brand Affiliation management Community relations Executive Committee Development Property management
General Manager Executive Assistant Manager Director of F&B
Director of Catering
Director of Restaurants
Convention Services Mgr
Housekeeping . .a hotel department that incurs costs in support of a revenue center.6/21/2010 Marketing and Sales Department GM HR. Engineering Dept and Finance GM EAM EAM Director of Engineering Director of Human Resources Asst.Engineering/Maintenance Human Resources Food & Beverage Rooms Division Engineering Accounting Sales & Marketing 2 .A hotel department that generates revenue. Director of HR Payroll Manager Training Manager Benefits Adminstrator Financial Controller Director of Sales & Marketing Director of Sales Director of Catering Sales Catering Sales Manager/s Catering Coordinator Public Relations Manager Chief Engineer Assistant Controller Credit Manager Shift Engineers HR Staf General Cashier Credit Supervisor Senior Sales Manager/s PR Staff Carpentry Specialist Accounts Payable Accounts Receivables Electrical Specialist Lead Auditor Collections Specialist Account Executives Plumbing Specialist Administrative Assts. Painter Rooms Division GM Practical Areas Front of the House Back of the House Executive Housekeeper Security Manager Assistant Executive Housekeeper Security Supervisor Hotel Guest EAM Director of Rooms Front Office Manager Night Auditor AFOM/s Reservations Manager Guest Services Manager Club Floor Manager Duty Manager/s Reservations Agents Bell Captain Concierge Manager Guest Relations Staff Floor Supervisor/s Linen Supervisor Laundry Manager Food/Beverage Security Staff Rooms Division Division Rooms Sales/Catering Bell Staff Front Office Supervisors Transportation Staff Doormen Valet Supervisor PBX Supervisor Concierge Staf Room Attendant/s Linen Attendant Laundry Supervisor Valet Parker/s Front Office Staff PBX Staff Seamstress Laundry Staff Group Coordinator Engineering Human Resources Accounting Interaction of Functional Depts with Rooms Executive Office Revenue and Cost Centers • Revenue Center. – F&B – Rooms Cost Center.
Common Front Office Positions & Schedules • • • • • • • • • • • Front Desk Agent Cashier Night Auditor Guest Relations Officer Telephone Operator Reservations Agent Concierge Bellman Doorman Valet staff Duty Manager Traditional Workshifts • Day Shift • Evening Shift 7am-3pm 3pm-11pm • Night Shift 11pm-7am * Mid-shift Shifts are usually based on occupancy and forecasts What hours can you expect to work in the Front Office? 3 . particularly Check-In and CheckOut • Maintain room revenue through selling. reservations and upselling • Coordinate all guest service requests and needs What are the main roles and functions of the Front Office? The FOM • Smooth coordination and supervision of the entire FO • Makes business decisions for the unit taking into account the hotel’s philosophies and SOPs • Responsible for the day to day operations of the FO unit • Long term strategic development • Human Resources Management • Quality Assurance • Marketing • Financial Management • Service Delivery.6/21/2010 Interaction of Functional Depts with Rooms • Food & Beverage – Manual posting of outlet charges • Accounting – Night audit – Currency control • Human Resources – Staffing and recruitment – Training • Engineering – Maintain quality of guest room – Hotel infrastructure maintenance • Sales & Catering – Transient room sales – Group bookings • Executive Office – Hotel Performance – Guest Satisfaction Front Office Overview Role of Front Office • Prepare all guest requirements in the Guest Cycle – Pre-Arrival – Arrival – Occupancy – Departure – Post-Departure • Handle all front office activities.
Keyboarding 4 . dealing with room bookings and cancellations. Well-Groomed Appearance 6. or storing valuables and luggage – Answer questions about facilities in the hotel and the surrounding area – Deal with complaints or problems. Flexibility 5. booking theatre trips. – – – – – Formal education Work Experience Previous training Physical requirements Skills & abilities Job Specification – Front Office Personnel 1. skills and traits needed to successfully perform the tasks outlined by a job description. e-mail. and handling general requests made by guests during their stay. Congenial / Personable Nature 3. Professional Demeanor 2. such as ordering taxis.6/21/2010 Job Descriptions and Specifications • A Job Description is a detailed list identifying all the key duties of a job and it’s reporting relationships – Evaluate performance – Prevents unnecessary duplication of duties – Ensure that each task is performed – Help determine appropriate staffing levels • A Job Specification is a list of the personal qualities. Resourceful / quick thinker Skills: Mathematical abilities. letter. Detail-oriented & able to multi-task 7. fax or in person – Check guests in. allocate rooms and hand out keys – Check guests out. prepare bills and take payment – Handle foreign exchange and transactions – Take and pass on messages – Deal with special requests from guests. Duties – Deal with reservations and cancellations by phone. Helpful Attitude 4. Sample Job Description Hotel Front Desk Receptionist Hotel receptionists are responsible for making guests feel welcome.