Matakuliah : G0424 – Hotel and Restaurant Management
Tahun
: 2008
Struktur Organisasi Hotel
Pertemuan 5
Topics
• The importance of organisation structure
• Approaches in hotel structure
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Learning Objectives
The students are able to
• Identify the importance of organisation structure
• Differentiate types of structure
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The Importance of Hotel Structures
• Why need a structure?
– Human intensive industry
– Commercial business
– Working mechanism
• The importance of structures …
– Relationship between authority and
responsibility
– Departementalisation
– Job description dan job specialisation
– Operation flows
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The function of organisation structure
• It is a method of work to have a total control over a hotel
from beginning to end.
• Many people find it motivating to see the result of their
efforts.
• It increases worker productivity and efficiency.
• It delegas jobs that increases the need formanagerial
control and coordination.
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Example of A Small Hotel Structure
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Example of A
Big Hotel
Structure
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Traditional Approach of Hotel Structures
•
•
•
•
•
•
Board of Commisioners – the owners of the hotel (shareholder)
General manager - responsible for defining and interpreting the policies
established by top management. The general manager serves as a liaison
to the hotel’s owner or corporate parent, sets (or communicates) the overall
strategic course of the hotel, sets hotel-wide goals, coordinates activities
between departments, and arbitrates interdepartmental disputes.
Board of Directors
Department head
Resident Managers - acting GM in the GM’s absence, representing the GM
on interdepartmental hotel committees,
Managers, Supervisor, Rank and file – hotel workers (casual and
permanent)
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Functional Approach of Hotel Structures
• Functional
–
–
–
–
–
–
Rooms
Food and Beverage
Marketing and Sales
Human resources
Finance and Accounting
Engineering
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Common Departments in Hotel Structure
• Rooms Department Typically, the rooms
department (some called the
front desk department)
includes reservations, the front
office, housekeeping, and
telephone or PBX.
• Food & Beverage Deparment
- The primary function of the
food and beverage department
is to provide food and drink to
a hotel’s guests.
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Common Departments in Hotel Structure
• Marketing and Sales
Department - The primary
responsibility is to make up the
marketing and selling of the
hotel facilities and services to
individuals and groups.
• Human Resource Deparment
– It serves no customers,
books no business, and
prepares no meals, yet it plays
a vital role in a hotel’s efficient
operation.
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Common Departments in Hotel Structure
•
•
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Finance and Accounting
Department - Its traditional role is
recording financial transactions,
preparing and interpreting financial
statements and providing the
managers of other departments with
timely reports of operating results (line
functions).
Engineering Deparment – The
responsibilities include preventive
maintenance; repair; replacement;
improvement and modification to
furniture, fixtures, and equipment
(FFE); and ensuring uninterrupted
provision of utilities (gas, electricity,
water)
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Specific Approach in Hotel Structure
Operating
Department
Guest Contact Area
Front of
The House
Back of
The House
Front Office
Housekeeping
F&B Service
Human
Resource
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Specific Approach in Hotel Structure
Operating
Department
Revenue
Cost and Revenue
Cost
Front Office
Marketing
F&B Service
Finance
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Span of Control
Wide Span of Control – Example: Housekeeping & F&B
Services
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Future Organisation of Hotels
• The future success of a hotel will be driven in large part
by the ability to foresee and capitalize on change.
• These key organizational trends must be acknowledged
by the successful hotel organization
‘visionary leadership, globalization, diversity,
flexibility,flat structure, customer focus, zero defects,
network orientation, and being in the information fast
lane.’
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Career Path In Hotel
1. Assistant manager of the reservations department
2. Reservations department manager
3. Rooms department manager
4. Resident manager
5. General manager
6. Regional manager
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Conclusion
• The four basic components of organizational structure
include job specialization, departmentalization, patterns
of authority, and span of control.
• Successful managers enjoy certain common
characteristics including providing clear direction,
feedback, and recognition; encouraging open
communication and innovation; and establishing ongoing
controls.
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Span of Control
Narrow Span of Control – Example: Marketing & Finance
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