HKUSPACE Introduction to Front Office Operations (Directed
The Hotel Organisational Structure
Hotels employ a vast number of persons with variety of skills. The larger the hotel, the more specialised the tasks. Large hotels have bigger resident populations and provide more services than do many small towns. Hotel organisations follow the pattern of other business institutions. They break up the work force into separate departments, with each department entrusted with a share of the duties and services. Coordinating the whole, unifying the different specialities and directing their joint efforts is the job of the general manager. To gain an overall understanding of hotel organisation, below is an mid-market hotel organisation chart, the staff is divided into eight basic divisions, as follows:
Executive Director / General Manager
(Highest ranking authority in the hotel)
|Front Office |Uniformed service |Housekeeping | | | | | |Reservations Front |Concierge |Housekeeper | |Desk Telephone |Bell Service |Maids | | | |Public Area |
Kitchen Food Service Banquet
Manager Auditor Staffs
Management titles vary from hotel to hotel, the large hotel chains use titles at the corporate level such as: CEO (Chief Executive Officer). General Manager (GM) is the favoured title for individual hotel. This person is responsible for everything that happens in the hotel, for all departments and for general profitability of whole works.
Rooms division are divided into three main areas:
Uniformed Service (under Front Office section)
The front office is responsible for reservations, check in, check out and guest communications. The staffs works three shifts, so that front desk manned 24 hours per day. The housekeeping staffs are responsible for daily room cleaning and linen service. The staff is supervised by an executive housekeeper who coordinates room cleaning, prepares room status reports and supervises the housekeeping staff. The bell service consists of a bell captain who supervises a staff of bell attendant. The responsibility of the bell staff is to greet guests, transport luggage and provide information about facilities, service and room function.
Food and Beverage
The hotel food and beverage division generally ranks second to the rooms division in terms of total revenue. This department is headed by Food and Beverage Manager and divided into several subdivisions. Food preparation is the responsibility of the chef.
Sales and Marketing
Sales and marketing responsibility is to promote the sale of hotel products and services. Sales and marketing staffs need to coordinate their efforts with front office and other hotel division to effectively assess and communicate guest need. Marketing staff strives to attract guests to the hotel. Marketing staff research the marketplace, competing products, guest needs and expectations and future demand then develops advertising and public relation programme for the hotel based on their findings. Sales staff on the other hand, strives to create revenue through the sale of hotel products to guest and...
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