2. Week 3 Update and develop hospitality industry knowledge Key Departments of the hotel

3. HOTEL ORGANIZATION CHART In order to carry out its mission, every company builds 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

4. An Organisational Chart

5. 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

6. 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 These divisions can be divided into two 1.Revenue centers 2.Non Revenue centers Hotel Divisions

7. · Front office · Food and beverage · Spa and Treatment centres · Retail stores Revenue Centers/Front Office of the house

8. · Housekeeping · Accounting · Engineering and maintenance · Human resources · Security Support Centers/Back of the house

9. · Front office · Reservations · Communications/telephone operators · Concierge · Housekeeping Rooms Division Departments Note: In many mid-size and larger properties, reservations may be part of the sales department.

10. Food and beverage Division According to the 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…

11. Key Departments Front Office House keeping Food and Beverage Banquets Restaurants Kitchen Security Gaming & Entertainment Maintenance Sales and Marketing Finance & Administration Human Resources Management

12. Departmental Heads General Manager Rooms Division Manager Food Beverage Manager Finance Manager Sales Manager Gaming Manager Human Resource Manager Maintenance Manager

13. Kitchen Staff Chef de Cuisine or Executive Chef Sous Chef Chef de Partie Commis

14. Kitchen Staff Parties or sections Sauce Roast Fish Vegetable Soup Larder Pastry Chef de Partie le Chef Saucier le Chef Rotisseur le Chef Poisonnier le Chef Entremettier le Chef Potager le Chef Garde-Manger le Chef Patissier

15. Other Kitchen Staff Butcher Baker Chef Tournant Chef de Garde Chef de Nuit Chef de Petit dejeuner Communard Grillardin Le trancheur Boulanger Relief Cook Duty Cook Night Cook Breakfast Cook Staff Cook Grill Cook Carver

16. Food & Beverage Staff Food & Beverage Manager Restaurant Manager M  itre d’h  tel or Head Waiter Sommelier or Wine Butler Food & Beverage Attendant Bar Attendant Drinks waiter Busies or Commis

17. Stewarding Staff/Kitchen hand Chief Steward Steward The stewarding department assumes total responsibility for crockery, cutlery, flatware & other food service equipment.

18. Front Office Staff Front Office Manager Reception Manager Guest Service Attendants Night Manager Night Auditor Concierge Reservations Manager Group Reservations Sales Agents

19. Housekeeping Staff Executive House Keeper Rooms Controller Guest Service Supervisor Public Area Supervisor Guest Service Attendant Linen Room Supervisor

21. Success in Industry Your success will be determined by certain attributes, skills & attitudes including: Personal attributes & attitudes Social skills & attitudes Physical attributes Technical skills & knowledge Training & qualifications

22. Key Attributes for Success Service Passion High standards of grooming and personal hygiene Effective communication skills Interpersonal skills Attention to detail Commitment Team player Dedication Honesty Punctuality Positive attitude Enthusiasm Flexible attitude

23. Service Excellence Continually Meeting the needs and expectations of guests & customers professional quality value for money consistent efficient

24. Physical Appearance Things to consider: Clothing & shoes Hair & facial hair Hands Jewellery Make up Posture Illness

25. Physical Attributes Fitness Stamina Healthy Well rested

26. Training and Qualifications Will depend upon where you work but it may be necessary to have: Responsible Service of Alcohol Basic Food Hygiene Responsible Conduct of Gaming Will need to be updated as your career progresses

27. Personal SWOT Analysis Strengths: What are your capabilities & competencies? What do you do well? Weaknesses: What don’t you do well? What capabilities & competencies are you lacking? l Opportunities: What opportunities do you have because of your job, skills, community involvement etc? Threats How might your personal goals & commitments stop me achieving me my professional goals?

28. Part (2)

29. Hotel There are many types of hotels, ranging from 5-star to smaller, budget establishments. International hotels offer a wide range of facilities and cater for the higher end of the market (business people or those willing to pay for the services offered.) Facilities can include restaurants/cafes/coffee shops/bistros, bars, gaming, gym, pool/spa/sauna, business facilities, etc.

30. pub

31. cont. The kind of dining facilities found in pubs will depend on the size and style of the establishment. Pubs often have coffee shops, bistros, grill rooms and some also offer fine-dining. Pubs provide a wide range of beverage-service options. The options provided will vary, depending on the size and style of the particular hotel.

32. cont. The types of bars found in pubs include: The front or public bar – The drinks served in this bar are generally beer and spirits. Some have a snack bar or may offer counter meals from a bistro-style set-up. Saloon bar – This is considered more up-market than the public bar and different dress codes usually apply. Drink prices are higher and there is usually a more extensive range of drinks available, such as popular boutique beers and cocktails.

33. Cont. Lounge Bar – Drink served here extend to cocktails and mixed drinks. The ambience is generally quieter than the public or saloon bar. Tavern bar and garden or pool bars – These outlets are more specialised and take on many different styles and decors, often creating a special theme atmosphere.

34. Motel

35. The type and size of food and beverage facilities available will depend on the size and style of the motel. The kind of dining provided by local motels can vary from a fine dining restaurant offering lunch and dinner service to a small restaurant open for breakfast only.

36. Resort

37. cont. Resort Resorts are similar to international hotels and would have a number of food and beverage outlets. Dining facilities would include fine dining restaurants, bistros, snack bars and room service and there would usually be two or more bars to choose from. Poolside food and beverage services would often be a particular feature of a resort.

38. Restaurants Restaurants can be fine-dining establishments offering a high standard of food and service with prices to match, or budget restaurants offering good quality food and limited service. The range can include large establishments that seat 200 guests or more, or small restaurants that seat only 10-20 guests. Some are licensed to sell alcohol and/or alternatively have a licence that allows you to bring your own liquor (BYOs).

40. Cruise Ships Cruise ships are a popular option for the tourist. They usually provide all the amenities of a 4- or 5-star hotel, with the added attraction of travel to glamorous destinations. In between ports, there are ample opportunities to sample the on board dining, bars, sport and recreation facilities. At night there is a range of entertainments, including movies, concerts, casinos and discos, provided. Cruises range from short 1 or 2 days, up to months or even years, for some devoted cruise travellers.

41. Floating Restaurant

42. Floating restaurants offer a novel approach to dining and often have a particular theme to the food or entertainment provided. Food provided can range from fine dining to finger food. Some floating restaurants take individual bookings, while others, like the Sydney Showboat, can be hired for private functions such as parties, conferences, product launches, etc.

43. Function Centre

44. Function centres provide a venue for conferences, banquets, seminars, product launches or promotions and special events like weddings and 21sts. They provide the conference and function rooms and food and beverage requirements for special events. Function rooms are specially set up or decorated for the particular event or convention and can usually seat and/or serve a large number of people all at the same time.

45. Casino Casinos usually provide a large range of food and beverage options. Dining choices can range from simple bar snacks and bistro-type eating to fine dining, often with a variety of international cuisines to choose from. A number of different types of beverage outlets are generally available, some taking on a specific theme with their décor. There are often different dress codes associated with the various bars.

46. Club Clubs play an important role in the community, providing a venue for meeting people, entertainment and, above all, many types of activities. They all have food and beverage outlets and the number and type would depend on the size and style of the club. Bistros and restaurants are found in most clubs. Catering is often contracted out which means that although the operation is integrated with the club’s other activities, it is run independently. Club customers often order their drinks directly from the bar, but at other times dispense bar is used, with staff providing waiter service. Bottle shops are often associated with clubs, providing off-premises sales.

48. Café/Coffee Shop In large cities, you will often find café/coffee shops in shopping centres or near retail and other business districts. Some specialise in different types of coffee and various selections of tea, and may offer a range of cakes and sandwiches and other simple meals or foods that require little preparation.

49. Agency

50. Agencies provide casual staff for various hospitality industry locations including restaurants, hotels, clubs, caterers, boardrooms, canteens, and private functions. Staff available could include waiters, chefs, kitchen staff, bar attendants, poker machine attendants, Keno operators and general hands. Most agencies require their staff to have completed a Responsible Service of Alcohol Course and The course at TAFE.