Lecture 2 FO NIIE JUNE 2022

Chapter 2
Hotel Organization and the Front Office
Copyright © 2007 by John Wiley &

Sons, Inc. All rights reserved
Chapter Focus Points
 Organization of lodging properties

 Organization of the front office
department
 Staffing the front office
 Function of the front office manager

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

Departmental Managers cont’d.
 Assistant General  Human Resources
Manager Manager
 Food and Beverage  Marketing and Sales
Director Director
 Plant Engineer  Front Office Manager
 Executive Housekeeper  Controller
 Director of Security
 Parking Garage Manager

Job Responsibilities of Department 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

Assistant General Manager
 Holds a major responsibility in developing and executing plans developed by
the corporate owners, GM, and other members of the management staff
 Works with other department directors to meet their respective goals and
objectives
 May be referred to as Rooms Division Manager or the Operations Manager
 Responsible for entire front office operation

Food and Beverage Director
 Responsible for efficient operation of the kitchen, dining rooms, banquet
service, room service and lounge
 Managing a whole range of details with the supervisors of these outlets
 Such details including food quality, sanitation, inventory, cost control,
training, room setup, cash control and guest service, etc
 To provide high-quality products and services around the clock, every day
of the year.

Physical Plant Engineer
 Oversees a team of electricians, plumbers, heating, ventilating and air-conditioning,
contractors, general repair
 Provide behind-the-scene services
 Preventive maintenance and
energy savings
 Provide sound advice about structural
stability, equipment maintenance and
environmental control
 Sometimes referred to as a
Maintenance Manager

Executive Housekeeper
 Responsible for upkeep of the guestrooms and public areas of the
lodging property
 Supervise the housekeeping functions on a floor of a hotel
 Accurate scheduling of employees
 Responsible for maintaining and controlling an endless inventory
of linens, soap, guest amenities, furniture, etc

Human Resources Manager
 Responsible for administering local employment laws
 Advertise and screen job candidates
 Conduct interview, select, orientate, train and evaluate
employees
 Provide leadership in administration, wages, salary laws

Marketing and Sales Director
 Attract external sales for conventions, business conferences,
wedding banquets, etc
 Provides direction for promoting in-house sales to guests
 Evaluate new markets, reviewing existing market needs
 Ensures the meeting of financial goals by all departments

Controller
 Internal accountant of the hotel
 Responsible for actual and effective administration of financial data produced
daily
 Provide daily financial information to corporate owners, management and guests
 Takes care of the cash flow, discounts, investment opportunities, banking
procedures, etc
 In-charge of the accounts payable and accounts receivable, profit and loss,
balance sheet

Director of Security
 Works with department directors to
develop cost-control procedures
 Ensures employee honesty and guest safety
 Supervise an ongoing training program in areas of fire, job and environmental safety
procedures
 Lookout for suspicious people and circumstances,
 Alert for people who don’t belong in the lobby and impel front office staff to report
inconsistencies with the security department.
 Takes care of a team of security personnel

Parking Garage Manager
 Ensures a safe environment for guests’ vehicles
 Supervises the work of garage attendants and maintains the
security of guests and cars
 Responsible for garage maintenance
 Develop budget and recruit and train employees

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)

Functions of the Front Office Manager
Elements that enable the front office manager to
effectively supervise:
1.Employees (training)
2.Equipment (PMS)
3.Inventory (rooms to be sold)
4.Budgeted finances
5.Sales opportunities

Hospitality profile – example Eric Long
Review Hospitality
Profile of Eric Long, Waldorf=Astoria (p. 54)
www.waldorfastoria.com

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)

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
The Art of Supervising
 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

Art of Supervising cont’d.
Communications center role assigned to the front office:
 Message book
 Intranet
 Daily function sheets

Staffing the Front Office
 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
walk-ins, stay-overs, and check-outs for that
time period to determine their impact upon
labor requirements.
Table 2-1 (pp. 66-67) Meet the needs of the lodging
– Displays how the establishment and the needs of the employee.
front office manager Calculate the anticipating payroll,
prepares a schedule
for the front office
requires the front office manager to go back
staff and forecasts its and price-out each category of
subsequent payroll employee.
costs. Prepare a summary of costs by
category to compare projected income for
weekly room sales and weekly
payroll.
Staffing the Front Office
- Table 2-2 (p. 68) - Relates projected labor

costs with the projected revenue.

Case Study 201 p.70
 The Art of Supervising Employees


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Chapter 2

Hotel Organization and the Front Office

Copyright © 2007 by John Wiley &

 Organization of lodging properties

Copyright © 2007 by John Wiley &

Copyright © 2007 by John Wiley &

Copyright © 2007 by John Wiley &

Copyright © 2007 by John Wiley &

Copyright © 2007 by John Wiley &

Copyright © 2007 by John Wiley &

Copyright © 2007 by John Wiley &

Copyright © 2007 by John Wiley &

Copyright © 2007 by John Wiley &

Copyright © 2007 by John Wiley &

Copyright © 2007 by John Wiley &

Copyright © 2007 by John Wiley &

Copyright © 2007 by John Wiley &

 Refer to Fig. 2-5 and discuss the various positions

 Refer to Fig. 2-7 (limited-service hotel) (p. 58)

Copyright © 2007 by John Wiley &

Copyright © 2007 by John Wiley &

Copyright © 2007 by John Wiley &

 Review job analysis of a typical front office manager.

 Relate the job analysis to the job description in Fig. 2-8.

Copyright © 2007 by John Wiley &

 The front office manager’s position in the hotel’s

Copyright © 2007 by John Wiley &

Copyright © 2007 by John Wiley &

- Table 2-2 (p. 68) - Relates projected labor

Copyright © 2007 by John Wiley &

Copyright © 2007 by John Wiley &

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