Week 3
Update and develop hospitality industry
knowledge
Key Departments of the
hotel
HOTEL ORGANIZATION CHART
• In order to carry out its mission, every company builds a
formal structure depicting/outlining different hierarchy
of management, supervision, and employee (staff) levels
• Outlines the responsibility among positions, departments,
and divisions within a hotel.
• And representation of relationships between positions
An Organisational Chart
General
Manager
Rooms
Division
Manager
Director
of
Sales
Food and
Beverage
Manager
Controller
Human
Resources
Manager
Front
Of fice
Manager
Reservations
Manager
Restaurant
Manager
Catering
Manager
Housekeeping
Manager
Sales
Manager
Sales
Manager
Loss
Prevention
Manager
continued
• There are two types of relationships that might exist between any
two functions at any organization chart. These are:
• Solid Lines: (i.e.: ) This kind of relationship shows
Direct Line Accountability. To illustrate, if position A and B are
linked with a solid line, it means (for example) that A shall report to
B, that B shall tell A what to do, when to do, and how to it. Lastly,
B shall be liable (i.e. responsible) for A.
• Dotted Lines: (i.e. ---------) This kind of relationship entitles
both positions linked with dotted lines to have a high degree of
Cooperation and Communication but not a direct line
accountability. Usually in the hotel
Hotel Divisions
The hotel is made of divisions:
· Rooms Division
· Food and beverage Division
· Sales and marketing Division
· Account & finance Division
Engineering and maintenance
· Security
· Human resources
These divisions can be divided into two
1.Revenue centers
2.Non Revenue centers
Revenue Centers/Front Office of the house
· Front office
· Food and beverage
· Spa and Treatment centres
· Retail stores
Support Centers/Back of the house
· Housekeeping
· Accounting
· Engineering and maintenance
· Human resources
· Security
Rooms Division Departments
· Front office
· Reservations
· Communications/telephone operators
· Concierge
· Housekeeping
Note: In many mid-size and larger properties, reservations may
be part of the sales department.
Food and beverage Division
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According to the statistics, F&B Department constitutes the
second largest revenue generator of a typical hotel with an average
of 23.1 for Food sales, and 8.6 % for Beverage sales. In a five-star
hotel, Food and Beverage outlets might have the following forms:
 Room Service/Quick Service
 Specialty Restaurants
 Coffee Shops
 Bars
Lounges
 Clubs
 Banquets/Catering Functions  Wedding, Birthdays…
Key Departments
 Front Office
 Maintenance
 House keeping
 Sales and Marketing
 Food and Beverage
 Banquets
 Restaurants
 Kitchen
 Security
 Finance & Administration
 Gaming & Entertainment
 Human Resources
 Management
Departmental Heads
 General Manager
 Rooms Division Manager
 Food Beverage Manager
 Finance Manager
 Sales Manager
 Gaming Manager
 Human Resource Manager
 Maintenance Manager
Kitchen Staff
 Chef de Cuisine or Executive Chef
 Sous Chef
 Chef de Partie
 Commis
Kitchen Staff
Parties or
sections
 Sauce
 Roast
 Fish
 Vegetable
 Soup
 Larder
 Pastry
Chef de Partie
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le Chef Saucier
le Chef Rotisseur
le Chef Poisonnier
le Chef Entremettier
le Chef Potager
le Chef Garde-Manger
le Chef Patissier
Other Kitchen Staff
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Butcher
Baker
Chef Tournant
Chef de Garde
Chef de Nuit
Chef de Petit dejeuner
Communard
Grillardin
Le trancheur
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Boulanger
Relief Cook
Duty Cook
Night Cook
Breakfast Cook
Staff Cook
Grill Cook
Carver
Food & Beverage Staff
 Food & Beverage Manager
 Restaurant Manager
 Mitre d’htel or Head Waiter
 Sommelier or Wine Butler
 Food & Beverage Attendant
 Bar Attendant
 Drinks waiter
 Busies or Commis
Stewarding Staff/Kitchen hand
 Chief Steward
 Steward
The stewarding department assumes total responsibility
for crockery, cutlery, flatware & other food service
equipment.
Front Office Staff
 Front Office
 Reservations
Manager
 Reception Manager
 Guest Service
Attendants
 Night Manager
 Night Auditor
 Concierge
Manager
 Group Reservations
Sales Agents
Housekeeping Staff
 Executive House Keeper
 Rooms Controller
 Guest Service Supervisor
 Public Area Supervisor
 Guest Service Attendant
 Linen Room Supervisor
Success in Industry
Your success will be determined by certain attributes,
skills & attitudes including:
 Personal attributes & attitudes
 Social skills & attitudes
 Physical attributes
 Technical skills & knowledge
 Training & qualifications
Key Attributes for Success
 Service Passion
 High standards of
grooming and personal
hygiene
 Effective
communication skills
 Interpersonal skills
 Attention to detail
 Commitment
 Team player
 Dedication
 Honesty
 Punctuality
 Positive attitude
 Enthusiasm
 Flexible attitude
Service Excellence
 Continually Meeting the needs and
expectations of guests & customers
 professional
 quality
 value for money
 consistent
 efficient
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Physical Appearance
Things to consider:
 Clothing & shoes
 Hair & facial hair
 Hands
 Jewellery
 Make up
 Posture
 Illness
Physical Attributes
 Fitness
 Stamina
 Healthy
 Well rested
Training and Qualifications
 Will depend upon where you work but it may be
necessary to have:
 Responsible Service of Alcohol
 Basic Food Hygiene
 Responsible Conduct of Gaming
 Will need to be updated as your career progresses
Personal SWOT Analysis
Opportunities:
Strengths:
 What opportunities do
 What are your capabilities &
you have because of your
competencies?
job, skills, community
 What do you do well?
involvement etc?
Weaknesses:
Threats
 What don’t you do well?
 How might your personal
goals & commitments
 What capabilities &
competencies are you lacking? stop me achieving me my
professional goals?
l
Part (2)
Hotel
 There are many types of hotels, ranging from 5-star to
smaller, budget establishments.
 International hotels offer a wide range of facilities and
cater for the higher end of the market (business people
or those willing to pay for the services offered.) Facilities
can include restaurants/cafes/coffee shops/bistros, bars,
gaming, gym, pool/spa/sauna, business facilities, etc.
pub
cont.
 The kind of dining facilities found in pubs will depend
on the size and style of the establishment. Pubs often
have coffee shops, bistros, grill rooms and some also offer
fine-dining.
 Pubs provide a wide range of beverage-service
options. The options provided will vary, depending on
the size and style of the particular hotel.
cont.
 The types of bars found in pubs include:
 The front or public bar – The drinks served in this
bar are generally beer and spirits.
 Some have a snack bar or may offer counter meals
from a bistro-style set-up.
 Saloon bar – This is considered more up-market than
the public bar and different dress codes usually
apply.
 Drink prices are higher and there is usually a more
extensive range of drinks available, such as popular
boutique beers and cocktails.
Cont.
 Lounge Bar – Drink served here extend to cocktails
and mixed drinks. The ambience is generally
quieter than the public or saloon bar.
 Tavern bar and garden or pool bars – These outlets
are more specialised and take on many different
styles and decors, often creating a special theme
atmosphere.
Motel
 Motel
 The type and size of food and beverage facilities available
will depend on the size and style of the motel.
 The kind of dining provided by local motels can vary
from a fine dining restaurant offering lunch and dinner
service to a small restaurant open for breakfast only.
Resort
cont.
 Resort
 Resorts are similar to international hotels and would
have a number of food and beverage outlets.
 Dining facilities would include fine dining restaurants,
bistros, snack bars and room service and there would
usually be two or more bars to choose from. Poolside
food and beverage services would often be a particular
feature of a resort.
Restaurants
 Restaurants can be fine-dining establishments offering a
high standard of food and service with prices to match,
or budget restaurants offering good quality food and
limited service. The range can include large
establishments that seat 200 guests or more, or small
restaurants that seat only 10-20 guests. Some are
licensed to sell alcohol and/or alternatively have a licence
that allows you to bring your own liquor (BYOs).
 Cruise Ships
 Cruise ships are a popular option for the tourist. They
usually provide all the amenities of a 4- or 5-star hotel,
with the added attraction of travel to glamorous
destinations. In between ports, there are ample
opportunities to sample the on board dining, bars, sport
and recreation facilities. At night there is a range of
entertainments, including movies, concerts, casinos and
discos, provided.
 Cruises range from short 1 or 2 days, up to months or
even years, for some devoted cruise travellers.
Floating Restaurant
 Floating Restaurant
 Floating restaurants offer a novel approach to dining and
often have a particular theme to the food or
entertainment provided. Food provided can range from
fine dining to finger food.
 Some floating restaurants take individual bookings,
while others, like the Sydney Showboat, can be hired for
private functions such as parties, conferences, product
launches, etc.
Function Centre
 Function Centre
 Function centres provide a venue for conferences,
banquets, seminars, product launches or promotions
and special events like weddings and 21sts. They
provide the conference and function rooms and food
and beverage requirements for special
events. Function rooms are specially set up or
decorated for the particular event or convention and
can usually seat and/or serve a large number of people
all at the same time.
Casino
 Casino
 Casinos usually provide a large range of food and
beverage options. Dining choices can range from simple
bar snacks and bistro-type eating to fine dining, often
with a variety of international cuisines to choose from.
 A number of different types of beverage outlets are
generally available, some taking on a specific theme with
their décor. There are often different dress codes
associated with the various bars.
Club
 Clubs play an important role in the community,
providing a venue for meeting people,
entertainment and, above all, many types of
activities. They all have food and beverage
outlets and the number and type would depend
on the size and style of the club.
 Bistros and restaurants are found in most
clubs. Catering is often contracted out which
means that although the operation is integrated
with the club’s other activities, it is run
independently.
 Club customers often order their drinks directly
from the bar, but at other times dispense bar is
 Café/Coffee Shop
 In large cities, you will often find café/coffee shops in
shopping centres or near retail and other business
districts. Some specialise in different types of coffee and
various selections of tea, and may offer a range of cakes
and sandwiches and other simple meals or foods that
require little preparation.
Agency
 Agencies provide casual staff for various hospitality
industry locations including restaurants, hotels, clubs,
caterers, boardrooms, canteens, and private
functions. Staff available could include waiters, chefs,
kitchen staff, bar attendants, poker machine attendants,
Keno operators and general hands.
 Most agencies require their staff to have completed a
Responsible Service of Alcohol Course and The course at
TAFE.