Department Heads

Rooms Division Department Heads
 The Front Office Manager is the department head responsible for a large portion of the most visible aspects of the hotel’s day-to-day operations
 The Director of Services can be viewed as the “behind-the-scenes” version of the front office manager

 The Front Office Manager directs the day-today activities of the front desk and the uniform service
 Reporting to the Front Office Manager are:
 Front Desk Manager
 Front Desk Supervisor
 Front Desk Agent/Guest Service Attendant
 Bell Captain
 Bell Staff
 Door Person
 Valet/Garage Supervisor
 Valet Parking Attendant

 Reporting to the Front Office Manager (Cont…)
 Parking Garage Attendant
 PBX Supervisor
 PBX Operator
 Concierge Manager

 The Director of Services is responsible for the hotel’s housekeeping and laundry services
 Reporting to the Director of Services are:
 Housekeeping Manager/Executive Housekeeper
 Assistant Executive Housekeeper
 Rooms Inspector/Senior Housekeepers
 Housekeepers/Room Attendants
 Housepersons
 Laundry Manager
 Linen Room Attendant
 Tailor/Seamstress

Food and Beverage Department
Heads
 In a resort or large hotel, the Food and
Beverage Director would oversee a very large operation
 Reporting to the Food and Beverage Director are:
 Executive Chef
 Director of Catering
 Director of Convention Services
 Director of Restaurants
 Beverage Manager

Food and Beverage Department
Heads
Director of Food and Beverage
Executive Chef
Director of Catering
Director of Convention Services
Director of Restaurants
Beverage Manager
Figure 5-6

 The Director of Group Sales is responsible specifically for the group room sales effort
 Often the Director of Group Sales is personally responsible for key/focus accounts that have important and/or long-term impact on the hotel
Director of Marketing
Director of Group Sales Director of Transient Sales

 The Chief Engineer coordinates the day-today maintenance of the hotel’s physical structure.
 Because sleeping rooms are the main product of the hotel, the chief engineer may spend most of his/her time checking and assigning sleeping room repair duties
Director of Engineering
Chief Engineer

Human Resources Department
Head
 The Assistant Director of Human Resources works closely with all other department heads to maintain employee satisfaction and to ensure that proper employment procedures are followed
Director of Human Resources
Assistant Director of HR

 In a large hotel, such as the one in our example, two or more department heads may support the financial controller
 The Assistant Controller(s) are responsible for specific accounting duties
Financial Controller
Assistant Controller
(Operations)
Assistant Controller
(Finance)

Accounting Department Heads
(Cont…)
 The Assistant Controller in charge of operations may oversee the reporting and accuracy of documentation regarding the outlets, ancillary revenue sources, and attractions within the resort
 The Assistant Controller in charge of finance may oversee the credit policies, night audit, and the payables/receivables function

 Within the example of a large resort, other department heads would be in place
 These department heads are unique and would vary on the size and scope of the hotel’s attractions
 These positions are focused on the management of certain recreational and physical landscape aspects of the hotel

Resort Deployment Example
(Cont…)
Director of
Recreation
Director of Grounds
Golf Pro Head Groundskeeper
Tennis Pro Golf Ranger
Manager of Aquatics
Spa Manager
Children’s Activity
Manager
Figure 5-12