MODULE 3 Stuctures of Hotel Industry

TIME ALLOTMENT 2Weeks

INSTRUCTOR ZENAIDA H. GENOLOS

FACEBOOK Zenaida Himlay Genolos

EMAIL Zenaida.genolos.chmsc.edu.ph
CELL NUMBER 09017405937

I. Structures of Hotel Industry

II. TARGETED COURSE LEARNING OUTCOME

CO1. Explore and analyze the management and practice of lodging operations and related sales activities in
major operating and support departments.
CO.2 Expose the students on the unique aspects of managing a service lodging establishment
CO3 Introduces Housekeeping department of a hotel and lodging organization including methods, tools,
supplies ,and operations

III. TARGETED TOPIC LEARNING OUTCOME

At the end of the module you should have:

1. understand the importance of hotel structure and its contribution for the success of the
business

2. Identify factors that affect travelers’ buying decisions and describe what hotels can do to
reward loyal guests.

3. Compare and contrast the different departments of hotels and its functions

IV. ASSESSMENT

1. Describe what comprises the structures of the hotel , the activities involve and function of its
personnel
2. Discuss the function of the span of control in hotels’ organizational structure
3. How are the different departments of the hotel interrelated with each other. Suggest ways to improve
communication within the department.

V. TEACHING-LEARNING ACTIVITIES
A. ENGAGE

Misconception Check
Weekend stays are always expensive, Agree or disagree? Support your answer
B. EXPLORE

Interview
Look for an article in the news , google or you tube that uses the technique of providing good service to
guest

C. EXPLAIN

Chapter Reading

To fully appreciate the details in hotels’ structure, read the article below to help you clarified the
module 3

1. https://study.com/academy/lesson/organizational-structure-in-the-hotel-lodging-industry.html ( video)
2. Petvoka, Elena, https://www.quaestus.ro/wp-content/uploads/2012/03/petkova1.pdf
D. EVALUATE

Essay

Write an essay about why structures are considered vertical and horizontal, in what way?
RUBRICS

INFOGRAPHIC RUBRIC

ESSAY RUBRIC
Module 3

STURCTURES OF HOTEL INDUSTRY

A hotel organizational structure is a comprehensive plan by a hotel owner to define departmental

activities and responsibilities. This structure brings order to every aspect of hotel operation from the
front desk and room service to the human resources department. Hotel organizational structures are
necessary to ensure maximum profitability from each room, restaurant and bar on a daily basis. Your
hotel can run efficiently if it creates an organizational structure that is easy to understand

A hotel's organizational structure is useless without an initial listing of organizational objectives.

These objectives address internal and external affairs for the hotel so that the goals it sets forth can
be achieved by appropriate personnel. An internal objective for a hotel may be weekly meetings
between department heads to communicate operational problems. External objectives within a hotel
organizational structure may include recruitment goals for seasonal staff and variable pricing for
weekdays and weekends. You can work with a hotel consulting firm such as HVS Hotel Management
to establish short- and long-term objectives from the start.

The term "span of control" is used to describe the chain of authority in a hotel organizational
structure. A hotel using a wide span of control requires every department to report to the general
manager directly. Hotels using narrow spans of control delegate management authority to assistant
managers, department heads and supervisors for day-to-day problems. A small hotel is likely to use a
wide span of control because the general manager may be on site every day. National and
international chains use narrow spans of control to address hotel issues immediately as owners or
general managers are not able to cover each hotel.

The five departments that are listed in a hotel organizational structure are Rooms; Food and
Beverage; Human Resources; Marketing; and Accounting. The Rooms department handles customer
service including laundry, housekeeping and reservations. F&B is responsible for running room
service, bar and restaurant operations. The Human Resources department is asked to handle
employee recruitment, training and benefits, and Accounting oversees the hotel ledger. The
Marketing department is given the responsibility of selling ad space in hotels and running
promotions.

The size of your hotel will determine the size and nature of your organizational flow chart. A small
hotel with a handful of employees may feature a two-level chart with the owner at the top and lines
connecting to maintenance, reservations and housekeeping. A chain hotel must insert additional
layers of management including an executive board and regional managers, which expands the flow
chart to at least four layers. An organizational flow chart can be as general as a simple departmental
overview or focused on position-by-position relationships throughout the hotel.

Your hotel should define each job title carefully after completing its organizational flow chart. Each
job should be listed alphabetically within each department and include a brief summary of job
responsibilities. A comprehensive list of job responsibilities for each position title should be included
in an organization structure. This list is used by human resource managers for recruitment ads and
employee evaluations within your hotel. Your hotel's employees understand what they need to get
done each day if they have access to narrowly defined job responsibilities.

Organizational Structure of a Hotel

Approximately 15.2 million people were employed in the hospitality industry in 2015. From general
managers and financial directors to department managers and maintenance staff, each employee has
a well-defined role in this type of organization. Hotels require a formal organizational structure to
carry out their daily activities. This structure influences all processes and operations

As a hotel owner or manager, it is your responsibility to organize the workforce. An effective hotel
organogram can increase work efficiency and productivity. It is important to delegate tasks within and
among departments, define the role and functions of each department and be clear about who is
doing what.
A hotel organogram is an organizational chart that illustrates the structure of a hotel and the role of
each department or unit. Basically, it shows how the hotel is structured and how the available
positions relate to each other. What this chart looks like depends on the facility. An international
hotel chain, for example, will have a more complex structure compared to a local hotel or a small
resort.
Understanding the Hotel Organizational Chart
Most hotels use a hierarchical organizational structure with pre-defined roles and departments. Their
employees have clearly-defined responsibilities and everyone knows their roles. Usually, a general
manager is at the top of the hierarchy, and this position oversees the various departments within the
hotel.
Each specific department is run by medium- and low-level managers. They coordinate employees'
activities, assign tasks, supervise work operations and monitor the overall performance of the
department they are responsible for. The financial director/manager, for example, supervises the
work of the hotel's accountant and the cashier. Logistics managers are in charge of the staff
responsible for purchases and maintenance

No two hotels are the same. The structure of the hospitality industry depends on several factors,
including the establishment size, its services and amenities, its budget and its business goals. Most
facilities have several key areas in common, though; these usually include the executive
management, front desk services, housekeeping staff, kitchen staff, maintainable personnel,
accounting and marketing. A small hotel may assign its marketing activities to the front desk
department, while a luxury resort may have a separate division in charge of advertising, PR and sales

Importance of a Hotel Organogram

The purpose of a hotel organogram is to clearly describe the authority, responsibilities and duties of
each department and its staff. It illustrates who is in charge of what and who is subordinated to
whom and makes it easier to monitor employee performance. It also helps employees understand
their daily tasks and relation to other employees.
Each hotel has a different organizational structure depending on the services provided. For example,
a luxury mountain resort may have individual departments in charge of entertainment, spa and
wellness services, medical services and more. An organizational chart helps streamline these
operations and makes planning easier. It also allows for effective resource allocation and smarter
hiring decisions. A hotel organogram may also come in handy if you ever decide to expand your
operations. For example, you can use this tool to see how each department performs and identify
areas where you could cut costs. Having the right structure in place will help you avoid unnecessary
expenses and keep your operations running smoothly while maximizing employee productivity and
performance.

The Operation of Hotels

Hotels operate 24 hours a day. For this operation to be successful, departments must communicate
and work together to provide quality customer service to the guests. What goes on behind the scenes
should be invisible to hotel visitors, so they are ensured a pleasant stay and want to return on
subsequent trips. Successful operation of a hotel business is all about putting heads in beds and
providing a good experience

FRONT DESK

The front desk is a hotel's lifeline. Front desk staff members greet potential guests on the phone and
arriving guests upon check-in. They set the tone for the complete guest experience. The front desk
needs to be staffed 24 hours a day, typically in three shifts. In addition to taking reservations and
performing check ins and outs, a front desk clerk addresses guest issues, provides information and
serves as a communication hub for other departments. Day shift personnel complete check outs,
accept new reservations and coordinate with housekeeping to manage the inventory of clean and
available rooms. Evening shift personnel perform check ins, answer phones and take the hotel into
quiet time. The overnight staff typically run the daily audits and work closely with security to ensure
all guests are in a safe environment

Housekeeping

The housekeeping department is an integral part of hotel operations. Cleanliness of both guest rooms
and common areas is imperative if a hotel is to provide a pleasant experience. Upon checkout, a
guest room must be thoroughly cleaned. All bedding and bathroom linens must be removed and
replaced with clean ones. Bathrooms must be sanitized and carpeting vacuumed. If a guest stays
over, the bed must be re-made, fresh linens provided and floors vacuumed. Common areas in a hotel
must also be cleaned on a daily basis. Hallways should be vacuumed and public bathrooms cleaned
and re-stocked. Workout rooms, pool areas, meeting rooms and other areas should all be attended to
as needed. At least once a quarter, heavy duty cleaning should be performed including laundering
bedding, washing windows, turning mattresses, polishing floors and shampooing carpets

Food and Beverage

Most hotels provide some type of food and beverage, whether it is a full-service restaurant or a
simple continental breakfast. A kitchen manager or chef creates menus and oversees the ordering,
preparation and delivery of food. Depending on the extent of the restaurant operation, other staff
may include sous chefs, prep cooks and dishwashers. A restaurant manager is responsible to hire,
train and schedule appropriate wait staff. If the hotel also offers wedding and conference services,
banquet sales and operations managers handle the bookings and manage the flow of the event.

Facilities Management

Hotels have many working parts that require on-going maintenance and repair. Depending on the
size of the building, one or more full-time maintenance mechanics should be on staff. Expertise in
plumbing, electrical and other mechanical issues is needed. The maintenance staff may also be
responsible for the hotel grounds including landscaping, cleaning parking lots, snow removal and
operation of outdoor pools and spas.

Marketing

While the front desk may book reservations, marketing the property is necessary to drive business. A
website is a necessity and should offer an on-line booking option. Many properties align with larger
travel websites that offer booking opportunities. Hospitality trade shows allow properties to display
their services such as weddings, conferences, golf packages, family vacation packages and any other
specialty markets
How to Plan & Organize Workflow in Hotels
writer bio picture
By: Jackie Lohrey

Seasonality, 24-hour service expectations and the ability to adapt to an ever-changing environment
makes organized workflows vital to efficient hotel operations. Although work activities will at times
flow in a smooth sequence, during busy times these same activities may take overlap. This makes an
efficient communication system an important part of the rules, routes and roles that go into an
organized hotel workflow.

Plan the Workflow

Create a vertical workflow diagram that identifies each department or area and depicts the sequence
of tasks using text boxes, connecting arrows and numbers to identify the direction of the workflow.
For a small hotel, these might include customers, the front desk and the housekeeping department.
For example, the diagram would break booking a room into each of its component steps: a guest
makes a reservation, receives a confirmation and arrives at the front desk, where front desk
employees process the check-in. When the guest checks out, the front desk processes the checkout
and notifies housekeeping.

Analyze Tasks

In a hotel work environment, there are times when tasks and responsibilities must overlap. Using the
workflow diagram as a reference, analyze tasks performed during each shift to better anticipate
staffing needs. For example, third-shift front desk employees may be able to handle light
housekeeping duties and additional administrative tasks such as updating the reservation database or
answering emails. This may eliminate the need to schedule overnight housekeeping and free up time
for first- and second-shift employees.

Scheduling Employees

Both employee scheduling and task deadlines must be flexible. For example, if your normal check-in
time is noon., housekeeping must have rooms clean and ready by that time. However, you will need
to adjust schedules or hire temporary employees during busy times. The same is true for front-desk
personnel. If you normally schedule two people during the day and one person overnight, you may
need to adjust work schedules -- sometimes with little prior notice -- to provide overlap coverage
during busy times

Communications Planning

A good communications plan is vital to an organized hotel workflow. Review the workflow diagram
and identify critical communication points. Examples include shift-change meetings, on-call
procedures, housekeeping emergencies and procedures for updating incidental purchases guests
make during their stay. For example, housekeeping employees must inform the front desk when a
guest removes items from the room’s refrigerator. Include procedures for communicating workflow
changes to make sure nothing is overlooked. This might also require purchasing additional equipment
such as two-way radios or cell phones for on-call employees.