HADM 3010 Chapter 3 notes
Chapter 3— Rooms Division Operations
Functions and Departments of a Hotel
The primary function of a hotel is to provide lodging accommodations
A hotel is comprised of several businesses of revenue centers
Hotels exist to provide service and to generate a profit for the owners
Management Structure
Management structure differs among larger, midscale and smaller properties
Someone must be responsible for each of the key result areas that make the operation successful -Ex: a small property may not have a director of human resources, but each department head will have general day-to-day operating responsibilities for the human resources function
The manager is ultimately responsible for all decisions
Role of the Hotel General Manager
The hotel General Manager has a multitude of responsibilities. He/ she must ensure a reasonable return on investment, keep guests satisfied and keep employees happy
Larger hotels can be more impersonal. -Here, the GM may only meet and greet a few VIPs -In the smaller property, it is easier— though no less important— for the GM to become acquainted with guests to ensure that their stay is memorable and to secure their return
The GM is ultimately responsible for the performance of the hotel and the employees. The GM is the leader of the hotel. -As such, she or he is held accountable for the hotel’s level of profitability by the corporation or owners
Effective GMs hire the best people and set the tone, a structure of excellence.
Progressive GMs empower associates to do anything legal to delight the guests
The Executive Committee
The Executive Committee is comprised of key managers of the hotel. Typical members of the Executive Committee would be directors of the following departments: -Human resources, food and beverage, rooms division, marketing and sales, engineering and accounting
Executive Committee meetings usually last 1 to 2 hours, once a week, Typical topics of
Functions and Departments of a Hotel
The primary function of a hotel is to provide lodging accommodations
A hotel is comprised of several businesses of revenue centers
Hotels exist to provide service and to generate a profit for the owners
Management Structure
Management structure differs among larger, midscale and smaller properties
Someone must be responsible for each of the key result areas that make the operation successful -Ex: a small property may not have a director of human resources, but each department head will have general day-to-day operating responsibilities for the human resources function
The manager is ultimately responsible for all decisions
Role of the Hotel General Manager
The hotel General Manager has a multitude of responsibilities. He/ she must ensure a reasonable return on investment, keep guests satisfied and keep employees happy
Larger hotels can be more impersonal. -Here, the GM may only meet and greet a few VIPs -In the smaller property, it is easier— though no less important— for the GM to become acquainted with guests to ensure that their stay is memorable and to secure their return
The GM is ultimately responsible for the performance of the hotel and the employees. The GM is the leader of the hotel. -As such, she or he is held accountable for the hotel’s level of profitability by the corporation or owners
Effective GMs hire the best people and set the tone, a structure of excellence.
Progressive GMs empower associates to do anything legal to delight the guests
The Executive Committee
The Executive Committee is comprised of key managers of the hotel. Typical members of the Executive Committee would be directors of the following departments: -Human resources, food and beverage, rooms division, marketing and sales, engineering and accounting
Executive Committee meetings usually last 1 to 2 hours, once a week, Typical topics of