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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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Presentation Transcript
summary slide
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

rooms division
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
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

housekeeping
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

reservations
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

night audit
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
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

hotel organization
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

functional departments
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

interaction of functional departments with the rooms division
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

interaction of functional departments with the rooms division12
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

practical areas
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

top level management
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

department heads
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

traditional versus revenue based deployment
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

hospitality careers internet exercise
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

hotel career web sites
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