1. HOTEL MANAGEMENT
Department Heads

2. Rooms Division Department Heads
The Front Office Manager is the department head responsible for a large portion of the most visible aspects of the hotel’s day-to-day operations
The Director of Services can be viewed as the “behind-the-scenes” version of the front office manager

3. Front Office Manager
The Front Office Manager directs the day-to-day activities of the front desk and the uniform service
Reporting to the Front Office Manager are:
Front Desk Manager
Front Desk Supervisor
Front Desk Agent/Guest Service Attendant
Bell Captain
Bell Staff
Door Person
Valet/Garage Supervisor
Valet Parking Attendant

4. Front Office Manager (Cont…)
Reporting to the Front Office Manager (Cont…)
Parking Garage Attendant
PBX Supervisor
PBX Operator
Concierge Manager

5. Director Of Services
The Director of Services is responsible for the hotel’s housekeeping and laundry services
Reporting to the Director of Services are:
Housekeeping Manager/Executive Housekeeper
Assistant Executive Housekeeper
Rooms Inspector/Senior Housekeepers
Housekeepers/Room Attendants
Housepersons
Laundry Manager
Linen Room Attendant
Tailor/Seamstress

6. Food and Beverage Department Heads
In a resort or large hotel, the Food and Beverage Director would oversee a very large operation
Reporting to the Food and Beverage Director are:
Executive Chef
Director of Catering
Director of Convention Services
Director of Restaurants
Beverage Manager

7. Food and Beverage Department Heads
Figure 5-6

8. Sales Department Heads
The Director of Group Sales is responsible specifically for the group room sales effort
Often the Director of Group Sales is personally responsible for key/focus accounts that have important and/or long-term impact on the hotel

9. Engineering Department Head
The Chief Engineer coordinates the day-to-day maintenance of the hotel’s physical structure.
Because sleeping rooms are the main product of the hotel, the chief engineer may spend most of his/her time checking and assigning sleeping room repair duties

10. Human Resources Department Head
The Assistant Director of Human Resources works closely with all other department heads to maintain employee satisfaction and to ensure that proper employment procedures are followed

11. Accounting Department Heads
In a large hotel, such as the one in our example, two or more department heads may support the financial controller
The Assistant Controller(s) are responsible for specific accounting duties

12. Accounting Department Heads (Cont…)
The Assistant Controller in charge of operations may oversee the reporting and accuracy of documentation regarding the outlets, ancillary revenue sources, and attractions within the resort
The Assistant Controller in charge of finance may oversee the credit policies, night audit, and the payables/receivables function

13. Resort Example
Within the example of a large resort, other department heads would be in place
These department heads are unique and would vary on the size and scope of the hotel’s attractions
These positions are focused on the management of certain recreational and physical landscape aspects of the hotel

14. Resort Deployment Example (Cont…)
Figure 5-12