Summary Slide
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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
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
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
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
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
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
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
RoomsDivisionOrganizational Chart
General Manager
Director of LossPrevewntion
Director of Rooms/Resident Manager
Front OfficeManager
Front DeskManager
Front DeskSupervisor
Director of Services
Director of Transient Sales
HousekeepingManager/ExecutiveHousekeeper
Assistant ExecutiveHousekeeper
Front DeskAgent/Guest ServiceAttendant
ReservationsManager
Night Audit Manager
Night Auditors
ReservationsAgents
Transient SalesManager
RoomsInspector/Senior Housekeeper
Bell Captain
Housekeepers/RoomAttendants
Bellstaff
Doorperson
Housepersons
LaundryManager
Valet/GarageSupervisor
LinenRoomAttendant
Valet ParkingStaff
Tailor/Seamstress
ParkingGarageStaff
PBXSupervisor
PBXOperator
ConceirgeManager
Figure 5-8
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
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
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 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
Front of the House:
Rooms Division
Sales and Catering
Food and Beverage
Back of the House:
Human Resources
Accounting
Engineering
Figure 5-13
Front of the
House
Hotel Guest
Back of the
House
Food/Beverage
Engineering
Rooms Division
Human
Resources
Sales/Catering
Accounting
Figure 5-14
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
Executive/Leadership Team
Executive/Leadership Commit tee
General Man ager
Director of Food and Beverage
Director of Marketing
Director of Hum an Resources
Director of Engineering
Controller
Resident Manager/Dir of Rooms
Director of Grounds
Director of Recreation
Figure 5-16
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
Food & Beverage Department Heads
Director of Food
and Beverage
Executive Chef
Director of Catering
Director of Convention Services
Director of Restaurants
Beverage Manager
Figure 5-18
Sales Department Heads
Resident Manager
Director of Marketing
Director of Group Sales
Director of Transient Sales
Figure 5-19
Traditional versus RevenueBased 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
Revenue Based Deployment
General Manager
Director of Marketing
Director of Group Sales
Director of Catering
Director of Transient Sales
Director of Operations
Executive Chef
Director of Restaurants
Director of Services
Front Office Manager
Director of Loss Prevention
Figure 5-21
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
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