The Structures of the Hotel Industry Chapter 3

Objectives Understand the Organizational Structure of a Hotel and the key personnel. Learn about the various supporting departments and their role within the hotel. Understand the Building Structure of the hotel and how it becomes the product.

Organizational Structure Objective 1

The Organizational Structure Ownership The owner of a hotel is the operating company and may or may not be the owner of the building. It can be an Individual It can be a Partnership It can be a Joint Venture It can be a Public Corporation

The Organizational Structure (cont.) General Manager (GM) Lead executive of an individual hotel Responsible for supervising and controlling the various departments within the hotel They are an Employee and responsible for reporting to the Ownership Group. May have an Executive Assistant Manager

The Organizational Structure (cont.) The role of a General Manager From “Host” to “Executive” Host Was once the face of the hotel Hotel took on the GM’s personality Guests had a relationship with the GM Executive Dealing with day to day business issues Shorter tenure with a specific hotel, moves around Rarely sees the guest and most employees

Supporting Departments Objective 2

Supporting Departments Accounting Human Resources Sales & Marketing Legal Information Technology (IT)

Supporting Departments (cont.) Food & Beverage Department (F&B) Handles the production and service of F&B Typically a revenue generating department Restaurants, Bars, Coffee Shoppes Banquets and Catering Two sub-departments – service and production Has diminished over the years and is NOT present in all hotels

Supporting Departments (cont.) The Hotel Manager or Resident Manager Also known as Rooms Division Manager Reports to the General Manager Other departments (except F&B) report to them Stepping Stone position to GM role

Supporting Departments (cont.) Housekeeping Responsible for general cleanliness of guestrooms, corridors and public spaces Managed by the Executive Housekeeper Most important while often the least paid Must have good communication with Front Desk

Supporting Departments (cont.) Security Oversees the safety, loss prevention, accidents, crimes and emergencies of the hotel Focus on liability issues that hotel faces Duty to protect guests and employees

Supporting Departments (cont.) The Rooms Department Reservations Assists prospective guests arriving in the future Uniformed Services (Bellmen) Door Attendants, Baggage Porters, Elevator Operator Concierge “Keeper of the Keys” or Service Provider Telephone or PBX Steady decline due to technology

Supporting Departments (cont.) Front Office Nerve Center of guest activity Guest Service Most important department Room Revenue makes up majority of revenue All hotel communication passes through Front Office

Supporting Departments (cont.) Front Office (cont.) Structure Most identifiable department in the hotel Must be available 24 hours a day A-Shift or Day Shift: 7:00 AM – 3:00 PM B-Shift or Swing Shift: 3:00 PM – 11:00 PM C-Shift or Night Audit: 11:00 PM – 7:00 AM Split Shift – employee works, leaves, and returns in same day Scheduling requires a forecast of the hotel’s busy times

Supporting Departments (cont.) Front Office (cont.) Design of the Front Office Lobby – open and inviting Desk – encourages face to face interaction Guest Service Agents Room Sales, Guest Relations, Updates PMS Cashiers Often reports to accounting department Handles posting, billing, and money transactions

Building Structure Objective 3

Building Structure › New Hotels vs. Old Hotels More Spacious More Uniform More Amenities Better views (corner rooms) Suites Separate living from sleeping room Some include kitchenettes

Building Structure (cont.) Numbering for Identification Floor Numbering Tend to be numbered upward sequentially Reflect the culture of their location Western hotels omit floor 13 and room 13 Orient hotels omit floor 4 and room 4 In all cases provide clear signage on elevators and floors

Building Structure (cont.) Numbering for Identification (cont.) Room Numbering Depends on the hotel design May be numbered odd and even along opposite sides of corridor Adjoining Rooms Rooms that are located side by side on a floor Rooms do NOT have direct access Connecting Rooms Rooms that are located sided by side on a floor Direct room to room access without using hallway Ensure secure bolts, when connection is not needed Popular with families, small groups

Building Structure (cont.) Numbering for Identification (cont.) Elevators Should minimize distance between registration and guestrooms

Building Structure (cont.) Room Shape and Size Room Shape Varies, but rectangular shape most practical and common Size is first increased by adding to depth, then width Room Size Larger rooms cost more money to build, furnish, maintain, leading to higher rates Square footage of hotel twice that of rooms Effort is put into making the room look bigger

Building Structure (cont.) Bed and Bath Bed Size (most common to hotels) Double Bed – typical when 2 beds are in the room Queen and King Beds Sofa Bed – sofa that opens to bed, sitting area of a suite Rollaway Bed (Cot) – Portable bed Crib Wall Bed or Murphy Bed – folds up into wall

Building Structure (cont.) Bed and Bath Bath Contains tub/shower, toilet, sink Acts as sound barrier between room and corridor 20% of room size Stall showers popular in older, renovated properties Bathrooms getting larger with more amenities