2. Struktur Organisasi Hotel Pertemuan 5 Matakuliah: G0424 – Hotel and Restaurant Management Tahun: 2008

3. Bina Nusantara University 3 Topics The importance of organisation structure Approaches in hotel structure

4. Bina Nusantara University 4 Learning Objectives The students are able to Identify the importance of organisation structure Differentiate types of structure

5. 5 The Importance of Hotel Structures Why need a structure? –Human intensive industry –Commercial business –Working mechanism The importance of structures … –Relationship between authority and responsibility –Departementalisation –Job description dan job specialisation –Operation flows

6. Bina Nusantara University 6 The function of organisation structure It is a method of work to have a total control over a hotel from beginning to end. Many people find it motivating to see the result of their efforts. It increases worker productivity and efficiency. It delegas jobs that increases the need formanagerial control and coordination.

7. Bina Nusantara University 7 Example of A Small Hotel Structure

8. Bina Nusantara University 8 Example of A Big Hotel Structure

9. 9 Traditional Approach of Hotel Structures Board of Commisioners – the owners of the hotel (shareholder) General manager - responsible for defining and interpreting the policies established by top management. The general manager serves as a liaison to the hotel’s owner or corporate parent, sets (or communicates) the overall strategic course of the hotel, sets hotel-wide goals, coordinates activities between departments, and arbitrates interdepartmental disputes. Board of Directors Department head Resident Managers - acting GM in the GM’s absence, representing the GM on interdepartmental hotel committees, Managers, Supervisor, Rank and file – hotel workers (casual and permanent)

10. 10 Functional Approach of Hotel Structures Functional –Rooms –Food and Beverage –Marketing and Sales –Human resources –Finance and Accounting –Engineering

11. Bina Nusantara University 11 Common Departments in Hotel Structure Rooms Department - Typically, the rooms department (some called the front desk department) includes reservations, the front office, housekeeping, and telephone or PBX. Food & Beverage Deparment - The primary function of the food and beverage department is to provide food and drink to a hotel’s guests.

12. Bina Nusantara University 12 Common Departments in Hotel Structure Marketing and Sales Department - The primary responsibility is to make up the marketing and selling of the hotel facilities and services to individuals and groups. Human Resource Deparment – It serves no customers, books no business, and prepares no meals, yet it plays a vital role in a hotel’s efficient operation.

13. Bina Nusantara University 13 Common Departments in Hotel Structure Finance and Accounting Department - Its traditional role is recording financial transactions, preparing and interpreting financial statements and providing the managers of other departments with timely reports of operating results (line functions). Engineering Deparment – The responsibilities include preventive maintenance; repair; replacement; improvement and modification to furniture, fixtures, and equipment (FFE); and ensuring uninterrupted provision of utilities (gas, electricity, water)

14. 14 Specific Approach in Hotel Structure Guest Contact Area Operating Department Front of The House Front Office F&B Service Back of The House Housekeeping Human Resource

15. 15 Specific Approach in Hotel Structure Cost and Revenue Operating Department Revenue Front Office F&B Service Cost Marketing Finance

16. Bina Nusantara University 16 Span of Control Wide Span of Control – Example: Housekeeping & F&B Services

17. Bina Nusantara University 17 Future Organisation of Hotels The future success of a hotel will be driven in large part by the ability to foresee and capitalize on change. These key organizational trends must be acknowledged by the successful hotel organization ‘visionary leadership, globalization, diversity, flexibility,flat structure, customer focus, zero defects, network orientation, and being in the information fast lane.’

18. Bina Nusantara University 18 Career Path In Hotel 1. Assistant manager of the reservations department 2. Reservations department manager 3. Rooms department manager 4. Resident manager 5. General manager 6. Regional manager

19. Bina Nusantara University 19 Conclusion The four basic components of organizational structure include job specialization, departmentalization, patterns of authority, and span of control. Successful managers enjoy certain common characteristics including providing clear direction, feedback, and recognition; encouraging open communication and innovation; and establishing ongoing controls.

20. Bina Nusantara University 20 Span of Control Narrow Span of Control – Example: Marketing & Finance