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ORGANIZATIONAL STRUCTURE
🏢 Organizational Structure
A system that shows how work and authority are arranged in an organization.
🔹 Functional Structure
Workers grouped by specialty
Example: kitchen staff, front desk, housekeeping
Organizational Structures.pptx
🔹 Divisional Structure
Grouped by products or services
Example: food service team, rooms division
Organizational Structures.pptx
🔹 Flat Structure
Few managers
Faster communication
Organizational Structures.pptx
HOTEL ORGANIZATIONAL STRUCTURE
Chain of Command:
Owner
General Manager – overall hotel operations
Second Tier Managers – assist GM
Third Level Managers – department heads
Organizational Structures.pptx
Span of Control
Number of workers a manager supervises
Organizational Structures.pptx
Hotel Department Colors (Ship/Hotel Setup)
Deck – Black & Gold
Engine – Purple & Gold
Hotel – White & Gold
Medical – Red & Gold
HOUSEKEEPING DEPARTMENT – BULLET KEYWORDS REVIEWER
Main Function
Cleanliness
Sanitation
Order
Customer service HK-Personnel, Job Description a…
Executive Housekeeper
Department head
Housekeeping & Laundry
Total cleanliness
Cost control
Reports to GM
HR management HK-Personnel, Job Description a…
Housekeeping Manager
Guestroom management
VIP rooms
Out-of-order rooms
Linen control
Chemical handling HK-Personnel, Job Description a…
Laundry Manager
Laundry operations
Technical systems
Washing formulas
Stain removal
Fabric care
Staff management HK-Personnel, Job Description a…
Floor Supervisor
Floor keys
Maintenance reports
Status reports
Linen par stock
Time management HK-Personnel, Job Description a…
Room Attendant
Room cleaning
Linen changing
Guest assistance
Turn-down service
Lost and found
Maid’s cart HK-Personnel, Job Description a…
Laundry Attendant
Linen sorting
Washing machines
Detergents
Clean laundry area
Long standing hours HK-Personnel, Job Description a…
Linen Room Supervisor
Linen records
Linen movement
Staff supervision
Replacement planning
Inventory systems HK-Personnel, Job Description a…
Linen Room Attendant
Issue clean linen
Shelving linen
Linen count
Discards record
Vocational training HK-Personnel, Job Description a…
Public Area Supervisor
Public area cleanliness
Maintenance coordination
Banquet halls
Conference halls
PMS knowledge HK-Personnel, Job Description a…
Night Supervisor
Night cleaning
Low guest traffic
Guest needs
Lost and found
Hotel software HK-Personnel, Job Description a…
Storekeeper
Stock control
Cleaning supplies
Inventory records
Purchasing coordination
Bookkeeping HK-Personnel, Job Description a…
Valets / Runners
Collect laundry
Deliver laundry
Guest service
Communication skills HK-Personnel, Job Description a…
Tailors / Seamstress / Upholsterer
Linen repair
Uniform repair
Stitching
Upholstery repair
Guest clothes HK-Personnel, Job Description a…
Housepersons
Heavy cleaning
Pool cleaning
Garden paths
Assist room attendants
FRONT OFFICE DEPARTMENT – BULLET KEYWORDS REVIEWER
Main Function
First impression of hotel
Most visible department
Guest contact center Front Office-Personnel, Job Des…
Front Office Manager
Hiring & training staff
Supervision & discipline
Office harmony & morale
Crisis handling
Customer service
Troubleshooting Front Office-Personnel, Job Des…
Receptionist
Guest greeting
Check-in / check-out
Special requests
Room assignment
Key issuing
Guest information Front Office-Personnel, Job Des…
Reservation Agent
Room reservations
Arrival & departure lists
Guest folders & messages
Budget-based booking
Inter-department coordination Front Office-Personnel, Job Des…
Concierge
Restaurant reservations
Tour & transport booking
Event & ticket arrangements
VIP assistance
Local information Front Office-Personnel, Job Des…
Cashier
Guest billing
Folio maintenance
Credit/debit handling
Foreign currency
Safe deposit system Front Office-Personnel, Job Des…
Telephone Operator
Incoming & outgoing calls
Wake-up calls
Call routing
Paging services
Hotel service information Front Office-Personnel, Job Des…
Door Attendant
Guest welcome & farewell
Door opening
Luggage assistance
Parking coordination
Guest safety Front Office-Personnel, Job Des…
Bell Boy
Luggage handling
Guest escort
Room orientation
Mail delivery
Hotel information Front Office-Personnel, Job Des…
Guest Services
Luggage & mail handling
Guest paging
Emergency assistance
Parking services
External reservations Front Office-Personnel, Job Des…
Reservation Manager
Reservation review
Occupancy forecasting
Travel agent coordination
VIP & repeat guest deals
Staff supervision & training Front Office-Personnel, Job Des…
Reception Manager
Reception standards
Staff training & appraisal
VIP events handling
Front office procedures
Database updates Front Office-Personnel, Job Des…
Guest Services Manager
Guest correspondence
Message delivery
Staff scheduling
Complaint handling
Service quality control Front Office-Personnel, Job Des…
Guest Relations Officer (GRO)
VIP greeting
Personalized service
Guest satisfaction
Escort & pre-arrival check-in
Experience enhancement Front Office-Personnel, Job Des…
Night Audit Manager
Night shift operations
Posting charges & taxes
Guest accounts
Duty manager role
Front office systems Front Office-Personnel, Job Des…
Communication Manager
Hotel communication systems
Telephone operator supervision
Fax & message delivery
Technology upgrades
Staff appraisal Front Office-Personnel, Job Des…
Valet Attendant
Guest greeting
Luggage unloading
Vehicle parking
Vehicle retrieval
License & safety Front Office-Personnel, Job Des…
Front Office Staff Qualities
Professional appearance
Polite & courteous
Strong communication
Integrity & honesty
Problem-solving skills
Quick decision-making
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FOOD & BEVERAGE (F&B) DEPARTMENT
Personnel, Job Description & Qualifications
Main Role of F&B Department
Responsible for planning, preparation, service, and control of food and beverages, ensuring quality service, sanitation, and guest satisfaction.
KEY POSITIONS & FUNCTIONS
Food & Beverage Director
Oversees all F&B operations
Handles planning, coordination, budgeting, and problem-solving
Qualifications:
• F&B/Hotel Management degree
• Leadership & financial skills
• Knowledge of POS & restaurant software
Restaurant Manager / Maître d’Hotel
Manages daily restaurant operations
Ensures smooth service and guest satisfaction
Qualifications:
• 2–3 years F&B experience
• Strong decision-making skills
Captain Waiter
Maintains service standards & sanitation
Supervises wait staff
Qualifications:
• Good English communication
• POS knowledge
• 2–3 years F&B experience
Station Waiter (Chef de Rang)
Prepares station, studies menu, suggestive selling
Qualifications:
• Good communication skills
• English & local language
Busboy
Assists waiters, sets & clears tables
Qualifications:
• Team player
• Can follow instructions
Cashier
Handles billing and posting of checks
Qualifications:
• Computer literate
• Basic accounting knowledge
ROOM SERVICE
Manager: Supervises in-room dining
Order Taker: Takes orders & handles complaints
Waiter: Delivers food to rooms
Skills: Communication, hospitality training, service-oriented
BANQUET & BAR
Banquet Manager/Captain/Server: Manages and serves events
Bar Manager/Bartender/Barista/Sommelier: Beverage preparation & service
Requirements:
• POS knowledge
• Food handler’s card
• Beverage & service expertise
đź“— ONE-PAGE REVIEWER
SALES & MARKETING DEPARTMENT
Personnel, Job Description & Qualifications
Main Role of Sales & Marketing
Responsible for promoting, pricing, selling hotel products and services, maximizing revenue and market performance.
KEY FUNCTIONS
Marketing: Advertising, promotions, public relations
Sales: Selling services, client relations, revenue generation
KEY POSITIONS & FUNCTIONS
Director of Sales
Designs strategic sales plans
Analyzes costs & competition
Qualifications:
• Degree in Marketing/Business
• Strong negotiation & marketing skills
Sales Manager
Leads and trains sales team
Assigns territories
Qualifications:
• Customer psychology knowledge
• Business-related degree
Sales Representative
Main contact between company and customers
Qualifications:
• Negotiation & presentation skills
• Product knowledge
Sales Executive
Finds new clients
Sets meetings & closes deals
Qualifications:
• Time management
• Marketing & negotiation skills
Travel Trade Sales Manager
Promotes destination to travel agencies & tour operators
Qualifications:
• Degree in tourism/business
• Research & planning skills
Sales (Market) Inspector
Checks product usage, leakage, wastage
Qualifications:
• Analytical skills
• Strong communication
Revenue Manager
Maximizes room revenue
Develops pricing strategies
Qualifications:
• Forecasting & trend analysis
• Pricing strategy skills
Director of Public Relations
Maintains positive company image
Handles media relations
Qualifications:
• Degree in PR/Marketing
• Press conference experience
Marketing Manager
Manages promotions & branding
Analyzes market trends
Qualifications:
• Marketing or business degree
• Digital marketing expertise