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Summary Slide. Rooms Division Front Office Housekeeping Reservations Night Audit Rooms Division Organization Diagram – Rooms Division Org. Chart Hotel Organization Functional Departments Interaction of Functional Depts. with the Rooms Division Practical Areas

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Summary slide l.jpg

Summary Slide

  • Rooms Division

  • Front Office

  • Housekeeping

  • Reservations

  • Night Audit

  • Rooms Division Organization

  • Diagram–Rooms Division Org. Chart

  • Hotel Organization

  • Functional Departments

  • Interaction of Functional Depts. with the Rooms Division

  • Practical Areas

  • Diagram–Guest Interaction

  • Top Level Management

  • Diagram–Executive Committee

  • Department Heads

  • Diagram–Food and Beverage Department Heads

  • Diagram–Sales Department Heads

  • Traditional vs. Revenue-Based Deployment

  • Diagram–Revenue-Based Deployment

  • Internet Exercise

Figure 5-1


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Rooms Division

  • The rooms division is made up of:

    • Front Office

    • Housekeeping

    • Night Audit

    • Reservations

  • What factors may affect the size and scope of these departments?

Figure 5-2


Front office l.jpg

Front Office

  • The front office is made up of:

    • Front Desk

    • Uniform Services

  • Within Uniform Services:

    • Bellstand

    • PBX

    • Valet Parking/Garage

    • Concierge

    • Doorpersons

Figure 5-3


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Housekeeping

  • The main responsibilities are:

    • Maintain guest room cleanliness

    • Maintain common area cleanliness

  • Name possible common areas within a hotel.

  • Why is housekeeping so important to the rooms division?

Figure 5-4


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Reservations

  • Main responsibility is to sell individual guest reservations, also referred to as transient room sales.

  • Reservations works hand in hand with group sales to maximize room revenue.

  • Why is there a dotted line reporting structure to the rooms division from reservations?

Figure 5-5


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Night Audit

  • Main responsibility is to reconcile the hotel’s daily financial transactions and other activities for reporting purposes.

  • Night audit conducts its activities at night when the hotel is least busy.

  • Why is there a dotted line reporting structure to the rooms division from night audit?

Figure 5-6


Rooms division organization l.jpg

Rooms Division Organization

  • Led by Rooms Division Manager/Resident Manager

  • Department heads include:

    • Front Office Manager

    • Director of Services

  • Department heads with a dotted line to the Resident Manager are:

    • Night Audit Manager

    • Director of Transient Sales

Figure 5-7


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Figure 5-8


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Hotel Organization

  • The following organizational criteria determine the staffing composition of a hotel:

    • A hotel’s size classification

    • A hotel’s location type

    • A hotel’s product type (service level and target market)

  • What effects would these criteria have on a hotel’s organizational structure?

Figure 5-9


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Functional Departments

  • Most full-service hotels have six main functional departments. Each of these departments will exist, in one form or another, regardless of location type or product type. They include:

    • Rooms Division

    • Food & Beverage

    • Accounting

    • Human Resources

    • Engineering

    • Sales & Catering

Figure 5-10


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Interaction of Functional Departments with the Rooms Division

  • Food and Beverage

    • Manual posting of outlet charges

  • Accounting

    • Night Audit

    • Currency Control

  • Human Resources

    • Staffing

    • Training

Figure 5-11


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Interaction of Functional Departments with the Rooms Division

  • Engineering

    • Maintain the quality of the guest room

    • Hotel infrastructure maintenance

  • Sales and Catering

    • Transient room sales

    • Group bookings

Figure 5-12


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Practical Areas

  • Front of the House:

    • Rooms Division

    • Sales and Catering

    • Food and Beverage

  • Back of the House:

    • Human Resources

    • Accounting

    • Engineering

Figure 5-13


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Figure 5-14


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Top Level Management

  • A traditional deployment scenario includes:

    • General Manager

    • Director of Food and Beverage

    • Director of Marketing

    • Director of Human Resources

    • Director of Engineering

    • Controller

  • Can you name others that may be associated with a resort or casino?

Figure 5-15


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Executive/Leadership Team

Figure 5-16


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Department Heads

  • These managers are involved in day to day hotel operations.

  • Each member of the leadership team may have one or more department heads reporting to him or her.

  • Department head level managers may in turn have entry level managers reporting to them.

Figure 5-17


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Food & Beverage Department Heads

Figure 5-18


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Figure 5-19


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Traditional versus Revenue-Based Deployment

  • Employs the concept that room sales are unique and that food and beverage sales are separate.

  • In this revenue-based deployment, managers who work in a sales (proactive revenue) capacity report to one leadership team member, and those that work in an operational capacity (reactive revenue) report to another.

  • This deployment creates the need for a Director of Operations.

Figure 5-20


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Figure 5-21


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Hospitality Careers Internet Exercise

  • As a student of hospitality, you might be interested in eventually pursuing a career in the industry.

  • Many Web sites are available to help you eventually find a job (several listed here).

  • Using these sites, search for a job description of interest.

  • Compare how the salaries/benefits vary between chains and independents.

  • Do the job descriptions vary across the country? Are the salaries the same? Why or why not?

Figure 5-22


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Hotel Career Web Sites

http://www.1whcareers.com

http://www.hoteljobresource.com

http://www.hospitalityjobs.com

http://www.hospitalitycareers.net

http://www.hotel-jobs.com

http://www.hcareers.com

http://www.resortjobs.com

http://www.hotelmanagers.net/Homepage.htm

http://www.hotelandcaterer.com

http://www.monster.com

http://www.hotjobs.com

Figure 5-23


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