Develop and update hospitality industry knowledge SITHIND001A – Develop and Update Hospitality Industry Knowledge Develop and update hospitality industry knowledge AGENDA 8. Organization and Structure of Hospitality Establishments Presentation_4 TAFE NSI Ryde/MB_ZGtbc_2012

8. Organization and Structure of Hospitality Establishments a. Departments b. Associated jobs / professions c. Hierarchy / organizational Chart d. Organizational Chart / departmental e. Inter-related departmental relations and communication f. Front of house / back of house departments and positions

a. Departments in a typical hospitality establishment (Hotel, Restaurant, etc) Rooms Division - Front Office/ Reception Food & beverage Housekeeping Kitchen - Culinary Security Human Resources/ Training Finance -Purchasing Maintenance IT Sales and Marketing

(Less customer contact – supportive departments) Functional Departments (Customer contact – operational departments) & Non Functional Departments (Less customer contact – supportive departments) f. Front of house / back of house departments and positions

HOSPITALITY Functional Departments (Customer contact – operational departments) Rooms Division - Front Office, Guest relations, Valet parking etc… Housekeeping Food and Beverage - Banqueting/Function/Restaurtants/ Bars etc… Kitchen – Food Production Security Maintenance

HOSPITALITY Non Functional Departments (Less customer contact – supportive departments) Sales and Marketing Human Resources / Training Finance / Accounting – Cost control, Purchasing, Receiving, Stores etc… -Revenue Management

ROOMS DIVISION - FRONT OFFICE Provide service to all customers who require accommodation, from: Taking reservations Answering phones and taking messages Checking guests in on arrival Providing information during their stay Cashiering Checking the guest out on departure

Main Sections of Rooms Division Accommodation b Main Sections of Rooms Division Accommodation b. Associated jobs / professions FRONT OFFICE Reception Cashiering Guest Services Agent Business Center Night Audit CONCIERGE Porter Valet Guest Relations Officer

Rooms Division / Accommodation – Front Office b Rooms Division / Accommodation – Front Office b. Associated jobs / professions BACK OFFICE Communications Reservations Reservations Sales Agent

HOUSEKEEPING Ensure all the guest rooms and public areas within the establishment are always clean. They also: Look after the hotel laundry Provide information to guests Maintenance of guest rooms

Rooms Division / Accommodation – Housekeeping b Rooms Division / Accommodation – Housekeeping b. Associated jobs / professions ROLES Room attendant Butler Public area cleaner Supervisor

FOOD AND BEVERAGE Covers a diverse range of operations including: Food Preparation Food Service Beverage Service In Room Dining Banqueting/Functions

Roles in Food &Beverage b. Associated jobs / professions Food and Beverage Attendants F&B Cashiers Banquet Staff Bar Attendants Food and Beverage Supervisors Sommeliers Maitre’d Restaurant Manager

KITCHEN b. Associated jobs / professions Is involved in Food Preparation and employs: Executive Chef Head Chef (Chef de Cuisine) Sous Chef (Assistant Head Chef) La Brigade de Cuisine, eg; Chef Patissiere, Chef Saucier, Chef Poissonnier etc./ Demi-chef de Partie etc… Commis – work for chefs Apprentice / Trainees

SALES AND MARKETING Every body who works in any hospitality industry is a sales person - however this specialty area: Sell hotel to travel agents and companies Organise hotel brochures and information packages Liaise with Tour Wholesalers to develop hotel package holidays

Other supportive Departments Handles all the administrative duties in the establishment including: Human Resource Management Financial Control Purchasing Security/Maintenance IT

c. Hierarchy / organizational Chart d c. Hierarchy / organizational Chart d. Organizational Chart / departmental Refer to additional material hierarchy / organizational charts sample

e. Inter-related departmental relations and communication Regardless of the size of any establishment it is important there is a good interrelationship between all departments to ensure the customer is provided with the “BEST POSSIBLE SERVICE”

“BEST POSSIBLE SERVICE” How do we do this?? We ensure consistency of service and quality is maintained within these departments by: Orientation Training Regular meetings Controls and systems in place (S & P’s) Empowering staff Others What “attributes/qualities” are necessary to succeed in the Tourism and Hospitality Industry? TAFE,NSI;Hospitality Industry; Version 1 2007

TAFE,NSI;Hospitality Industry; Version 1 2007 Quality Assurance Quality assurance is the control of the variations in the provision of goods and service to ensure consistency. TAFE,NSI;Hospitality Industry; Version 1 2007

CONSISTENCY OF SERVICE AND QUALITY Some ways we can ensure this happens include: Training of staff Good communications between departments Established work programs Good awareness of activities within other departments TAFE,NSI;Hospitality Industry; Version 1 2007

ACTIVITY – DICE GAME Form a group of 3-4 people Establish a time keeper and a group leader Read the instructions on the worksheet Do the Activity