Chapter 2 Hotel Organization Managing Front Office Operations Eighth Edition (333TXT or 333CIN)

Competencies for Hotel Organization Explain what a mission is, and describe how goals, strategies, and tactics are used to accomplish a hotel’s mission. Describe how hotels are organized and explain how functional areas within hotels are classified. Describe the functions performed by departments and positions within the rooms division. (continued)

Competencies for Hotel Organization (continued) Identify the functions performed by other divisions and departments within a full-service hotel. Describe the organization of the front office, including traditional work shifts, alternative scheduling practices, and the purpose of job descriptions and job specifications.

Revenue Centers Front office Food and beverage outlets Catering Room service Retail stores

Support Centers Housekeeping Accounting Engineering and maintenance Human resources

Rooms Division Front office Front desk Reservations Telecommunications Uniformed services Bell attendants Door attendants Valet parking attendants Transportation personnel Concierges Housekeeping

Other Hotel Divisions Food and beverage Sales and marketing Revenue management Accounting Engineering and maintenance Security Human resources Retail outlets Recreation Casino

Traditional Front Office Functions Reservations Registration Room and rate assignment Guest services Room status Maintenance/settlement of guest accounts Creation of guest history records

Typical Front Office Positions Front desk agent Cashier Information clerk Telephone operator Reservations agent Bell attendant

Job Descriptions Outlines reporting relationships Lists job tasks Lists additional responsibilities Describes working conditions Lists job equipment and materials Lists other important information Used to: Evaluate job performance Train/retrain employees Avoid duplication of duties Ensure tasks are performed Determine staffing levels

Job Specifications Lists needed personal qualities Lists needed skills Lists needed traits Spells out management’s expectations Factors considered: Formal education Work experience General knowledge Previous training Physical skills Communication ability Equipment skills