On completion of this unit, the students will able to :
1.Explain what a mission statement 2.Describe how goals,
strategies, and tactics are used to accomplish a hotels mission.
3.Create organization charts depicting the lines of responsibility
among positions, departments, and divisions within a hotel.
4.Distinguish front-of-the-house areas from back-of- the-house
areas and revenue centers from support centers. Topics TAFE
Slide 3
Topics 5. Describe the functions performed by departments and
positions within the rooms division. 6. Identify the functions
performed by other divisions and departments within a full-service
hotel. 7. Describe the organization of the front office department
including traditional work-shifts, alternative scheduling
practices, and the purpose of job descriptions and job
specifications. TAFE
Slide 4
Mission Statement A Mission is the unique purpose that sets one
hotel or motel company apart from others. The purpose of the
organization and outlines the kinds of activities performed for
guests. Moreover, the mission statement gives meanings and
directions to hotel policies. TAFE
Slide 5
To define its mission a company should address the classic
questions: What is our business? Who is the customer? What is of
value to the customer? Successful companies continuously raise
these questions and answer them thoughtfully and thoroughly.
TAFE
Slide 6
Mission statement (continued) A hotels mission statement should
address the interests of its three main groups: Guests Management
Employees. For example: To provide the finest facilities and
services in the market while providing a good place to work for its
employees and a reasonable return on investment to the owners.
TAFE
Slide 7
Cont. To achieve our mission we must have the followings:-
Goals: Observable, measurable activities and standards to achieve
mission. Strategy: A method by which a department and division
plans to achieve its goals. Tactics: The day to day operating
procedures that implement the strategy TAFE
Slide 8
Examples Goal: Operate the front desk efficiently and
courteously so that guests register within 2 minutes of arrival.
Strategy: Pre-register guests with reservation guarantees as room
become available from the housekeeping. Tactic: Pre-print
registration cards for arriving guests and separate the cards of
all gusts with a reservation guarantee. TAFE
Slide 9
HOTEL ORGANIZATION In order to carry out its mission, global
and departmental goals and objectives, every company shall build 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
TAFE
Slide 10
An Organisational Chart
Slide 11
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 TAFE
Slide 12
Safety Security Cleanliness Comfort Courteous, professional,
friendly service Well-maintained facilities and equipment Basic
Guest Needs TAFE
Slide 13
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 Hotel Divisions TAFE
Slide 14
Front office Food and beverage Spa and Treatment centres Retail
stores Revenue Centers TAFE
Slide 15
Housekeeping Accounting Engineering and maintenance Human
resources Security Support Centers TAFE
Slide 16
Front office Reservations Communications Concierge Housekeeping
Rooms Division Departments Note: In many mid-size and larger
properties, reservations may be part of the sales department.
TAFE
Front Office The most visible department in the hotel. Front
office staff have more contact with guests. Front office the focal
point of activities and prominently located in the hotels lobby.
Front office serves as the control centre for guest requests and
complaints. It plays a role as an emergency operational place.
TAFE
Slide 19
Front office functions The Front Office organization chart
shall be designed according to Functions. Doing so not only
enhances the control the Front Office has over its Operations, but
also provides guests with more specialized attention. TAFE
Slide 20
Front office positions Typical functions and positions under
the Rooms Division Department: Front Desk receptionist: Registers
guests, and maintains room availability information Cashier: Closes
guest folios, and properly checks out guests Night Auditor: Perform
auditing, and prepares daily reports to management (ex: Occupancy
Report and Revenue Report) TAFE
Slide 21
continued Telephone Operator: Manages the Switchboard and
coordinates Wake-up Calls Reservation Agent: Responds to
Reservation Requests and creates Reservation Records Concierge:
Handles Guest Luggage, escorts Guests to their Rooms, and assists
guests for any bit of information requested TAFE
Slide 22
Sell guestrooms Assign guestrooms Register guests Coordinate
guest services/handle complaints Provide information Track room
status information Monitor guest accounts/credit Produce guest
account statements Complete financial settlement Front Office
Functions TAFE
Slide 23
Reservation & Communication dept. This could be the guests
first contact with your establishment. Responsible to provide
friendly, professional service the guest can expect from the
establishment. Responsible for internal and external communication
between the establishment and the guests. Responsible for taking
messages accurately for both internal and external customers- wake
up calls for guest and all corresponding follow up actions.
TAFE
Slide 24
Reservation & Communication dept. (continued ) Responsible
for communications between the hotel staff/other department The
first contact for in times of danger/emergency. Responsible for
offer information of the hotel as well as outside surrounding area.
Reservations: The reservation sales agent (RSA) is responsible for
accepting reservation from telephone, fax, letter, email and direct
from people who walk in to the hotel to make reservation. TAFE
Slide 25
continued Answering the guest accommodation inquiries. Selling
the hotel guest rooms. Accepting guest requests for accommodation (
room type, arrival date, method of payment. Explaining the hotel
facilities and hotel policy. Recording the reservation information
accurately Maintaining accurate internal records ( to achieve 100%
occupancy) Assisting in forecasting / staffing and other pre
arrival activities. Preventing overbooking of hotel guest room.
TAFE
Slide 26
Bell attendants Door attendants Valet parking attendants
Transportation personnel Concierge Concierge Services Staff
TAFE
Slide 27
Food and beverage Division According to U.S. Lodging
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
TAFE
Slide 28
CONT. Australia's 5,891 accommodation businesses generated $9.9
billion in income during 2006-07, according to figures released
today by the Australian Bureau of Statistics (ABS). The main
sources of income for these businesses, which range from hotels to
bed and breakfast establishments, included takings from
accommodation (66%); meals (14%), and sales of liquor and other
beverages (6%). TAFE
Slide 29
Sales and marketing Division A typical hotel should usually
have Sales & Marketing division. However, if the staff size,
volume business, hotel size, expected group arrivals is low enough,
the hotel might have marketing staff placed under the reservation
department (i.e. No need for a Sales & Marketing Division). A
typical Sales & Marketing Division is composed of four
different departments: Sales Convention Services Advertising Public
Relations TAFE
Slide 30
Accounting Division The Accounting Division monitors the
financial activities of the property. Some of the activities that
are undertaken in the Accounting Division are listed below: Pays
outstanding invoices Distributes unpaid statements Collects amounts
owed Processes payroll Accumulates operating data Compiles
financial reports Makes bank deposits Secures cash loans Performs
other control and processing functions TAFE
Slide 31
Engineering and Maintenance Division This very department
maintains the property's structure and grounds as well as
electrical and mechanical equipment. Some hotels might have this
very division under different names, such as maintenance division,
property operation and maintenance department TAFE
Slide 32
Security Division Security division personnel are usually
screened from in- house personnel, security officers or retired
police officers, across certain physical skills, and prior
experience. Some of the functions of the security division are
listed below: Patrols the property Monitors supervision equipment
Ensures safety and security of guests, visitors, and employees
TAFE
Slide 33
Human resources Division Some of the duties of the human
resources division are listed below: Responsible for external &
internal recruitment Calculates employees' salaries, compensation,
and tax withholding Administrates employees' paperwork, monitors
attendance Maintains good relations with Labor Unions Ensures
employees' safety and working conditions TAFE
Slide 34
Other Divisions All the above mentioned departments and/or
divisions should exist in a typical five-star hotel, however there
might be some revenue generators that are specific to certain
hotels but not existing in others. Below is a list of some possible
extra or other divisions that might exist in a hotel: Retail
Outlets (i.e.: Shops rented to outsiders or managed by the hotel)
Recreation Facilities (ex: Fitness Center, Tennis Courts, and
Cinema Saloons) Conference Centers Casinos TAFE
Slide 35
Work shifts Work Shift: The Front Office Manager shall schedule
his/her employees according to seasonality, business volume, and
available staff in hand The most commonly used scheduling is the
Traditional Scheduling, which assumes that every employee shall
work 40 Hours per Week. Moreover, the hotel shall ensure a 3 shifts
per day, each of which lasts for 8 hours. A possible example to
traditional scheduling is shown below: TAFE
Slide 36
Example Day Shift 7 a.m. - 3 p.m. Evening Shift 3 p.m. - 11
p.m. Night Shift 11 p.m. - 7 a.m. TAFE
Slide 37
Work hours Flexible Work Hours or Flextime: This kind of
alternative scheduling entitles that employees might start work,
for example, one hour earlier, just to leave again one hour
earlier. Compressed Work Schedule: Employees, instead of working 5
days per week, 8 hours per day, might work 4 days per week, 10
hours per day. Therefore, compressed work scheduling means working
all the 40 hours per week in less than the standard 5 days per
week. Job Sharing: This kind of scheduling entitles that two or
more part-timers occupy the job of one full timer. TAFE
Slide 38
Job description Job description lists all tasks of a work
position. it outlines reporting relationships, responsibilities,
working conditions, equipment and materials to be used. All job
descriptions shall be tailored and customized to reflect the needs
of each single hotel property, and work position. TAFE
Slide 39
Job Descriptions are used for following : Evaluate job
performance Train/retrain employees Avoid duplication of duties
Ensure tasks are performed. Determine staffing levels Job
Descriptions TAFE
Slide 40
A list of the personal qualities, skills and traits needed to
successfully perform the tasks outlined by a job description.
Formal education Work experience General knowledge Previous
training Physical skills Communication ability Equipment skills Job
Specification Factors TAFE
Slide 41
Professional demeanor (behaviour) Congenial personality Helpful
attitude Flexibility Well-groomed appearance Front Office Job
Specifications TAFE
Slide 42
Front Office Terminologies TAFE
Slide 43
Front Office terminology Occupied: A guest is currently
registered to the room. Complimentary/FOC: The room is occupied,
but the guest is assessed no charge for its use. Stay over: The
guest is not expected to check out today and will remain at least
one more night. On-change: The guest has departed, but the room has
not yet been cleaned and readied for re-sale. Do Not Disturb: The
guest has requested not to be disturbed.
Slide 44
continued Sleep-out: A guest is registered to the room, but the
bed has not been used. Skipper: The guest has left the hotel
without making arrangements to settle his or her account. Sleeper:
The guest has settled his or her account and left the hotel, but
the front office staff has failed to properly update the rooms
status. Vacant and ready: The room has been cleaned and inspected
and is ready for an arriving guest. TAFE
Slide 45
continued Out-of-order: The room cannot be assigned to a guest.
A room may be out-of-order for a variety of reasons including the
need for maintenance, refurbishing, and extensive cleaning. The
room is taken out from the inventory. Lockout: The room has been
locked so that the guest cannot re-enter until a hotel official
clears him or her. TAFE
Slide 46
Terminology Due out: The room is expected to become vacant
after todays checkout time. Checkout: The guest has settled his or
her account, returned the room keys, and left the hotel. Late
Check-out: The guest has requested and is being allowed to check
out later than the hotels standard check- out time. House Limit: A
credit limit established by the hotel. TAFE
Slide 47
Terminology Late Charge: A transaction requiring posting to a
guest account that does not reach the front office system for
posting until after the guest has checked out./ ( The guest had
checked out but there are charges to be charged to his account)
Registration Card: A printed form for a registration record, a
legal document between the guest and the hotel MOP : Method of
payment FOC: Free of Charge SOB: Source of Business TAFE
Slide 48
Terminology Voucher: A Document detailing a transaction to be
posted: used to communicate information from an unconnected point
of sale to the front office system. Block: An agreed-upon number of
rooms set aside for members of a group planning to stay at a hotel.
Book: To sell or reserve rooms ahead of time. Cancellation hour:
The hour after which a property may release for sale all unclaimed
non-guaranteed reservations, according to property policy.
TAFE
Slide 49
Terminology No Show: A guest who made a room reservation but
did not register or cancel.. FIT: Free independent traveler, a
traveler who is not part of group. Floor limit: A limit a assigned
to hotels by credit card companies indicating the maximum amount in
credit card charges the hotel is permitted to accept from a card
member without special authorization. TAFE
Slide 50
Terminology Due-out: Guests expected to check out on a given
day who have not yet done so. PIA :( Paid in advanced) A guest who
pays his or her room charges in cash during registration or
reservation. Rack Rate: The standard rate established by a hotel
for a particular category of rooms. Walk in: A guest who arrives at
a hotel without a reservation Walking/bump: turning away a guest
who has reservation because of a lack of rooms. TAFE
Slide 51
Terminology Room rate: The price a hotel charges for a
overnight accommodation. Log book: A journal in which important
front office events and decisions are recorded for reference during
subsequent shifts. Registration Card: Legal document sign between a
hotel and its guest and it is also a collection of important guest
information. TAFE
Slide 52
Terminology Guest Folio: It is a record of the charges
incurred. POS: Point of sale systems, it allows guest account
transactions to be quickly transmitted from remote revenue centers
to guest account. TAFE
Slide 53
Terminology Cancellation hour: The hour after which a hotel may
release for sale all unclaimed non-guaranteed reservation according
to hotel policy.// 6 PM release CRC: Central reservation centre.
GDS: Global Distribution system. (It is a distribution channel for
reservations that provides worldwide distribution of hotel
reservation information and allows selling of hotel reservation
around the world.) Ledger: is a summary grouping of accounts.
Account Receivable: Money owned to the hotel TAFE
Slide 54
Terminology Guest Ledger: The set of guest account that
correspond to registered hotel guests. City Ledger: The non-guest
ledger. (The guest account is not settled in full at check out and
the guests folio balance is transferred from the guest ledger to
city ledger for the account dept. to collect.) Cash Bank/Float: is
an amount of cash assigned to a receptionist so that he/she can
handle the various transactions during the particular work shift.
Cut off time: The hour usually 6pm after which a hotel may release
for sales all unclaimed non-guaranteed reservations with an arrival
time prior to 6pm. TAFE
Slide 55
Terminology Overstay: A guest who stays on after their
indicated departure date. Stay over: A guest not checking out today
and will remain at least one more night. Tariff: Charge levied for
accommodation, merchandise or services rendered. TAFE
Slide 56
Week 2 TAFE
Slide 57
ROOM TYPE DEFINITIONS The following room type definitions are
common throughout the lodging industry: Single: A room assigned to
one person. May have one bed Double: A room assigned to one person
or two peoples. May have one bed Triple: A room assigned to three
people. May have two or more beds. TAFE
Slide 58
ROOM TYPE DEFINITIONS Quad: A room assigned to four people. May
have two or more beds. Queen: A room with a queen-size bed. May be
occupied by one or more people. A bed approximately 60 inches by 80
inches. King: A room with a king-size bed. May be occupied by one
or more people. 78 X 80 Twin: A room with two twin beds. May be
occupied by one or more people. Double-double: A room with two
double (or perhaps queen) beds. May be occupied by one or more
persons. TAFE
Slide 59
ROOM TYPE DEFINITIONS Studio: A room with a studio bed-a couch,
which can be converted into a bed. May also have an additional bed.
Mini-suite or Junior suite: A single room with a bed and a sitting
area. Sometimes the sleeping area is in a bedroom separate from the
parlor or living room. Suite: A parlor or living room connected to
one or more beds. Connecting rooms: Rooms with individual entrance
doors from the outside and a connecting door between. Guests can
move between rooms without going through the hallway. TAFE
Slide 60
ROOM TYPE DEFINITIONS Adjoining rooms: Rooms with a common wall
but no connecting door. Adjacent rooms: Rooms close to each other,
perhaps across the hall. Handicap Room : A room designed with
special features to cater for the handicapped guest. TAFE
