Hotel: Part 3

Class Objectives

  • Review hotel departments and responsibilities.

  • Identify common positions in hotel organization chart.

  • Differentiate Front-of-the-house vs. Back-of-the-house, Revenue Centres vs. Cost Centres.

Hotel Organizational Structure

  • Top Management: General Manager, Directors (Rooms, Food & Beverage, Finance, Human Resources, Sales & Marketing, Security).

  • Middle Management: Managers overseeing specific departments like Front Office, Housekeeping, and Food & Beverage.

  • Junior Management: Supervisors and assistants managing day-to-day operations.

General Manager Responsibilities

  • Oversight of hotel operations and profitability.

  • Leadership and strategic planning across departments.

  • Management of hotel goals aligning with guest satisfaction.

Front Office Management

  • Roles include Front Office Manager, Duty Manager, Guest Relations Manager, Reservation Manager, Night Auditor, Receptionist, Concierge.

  • Responsible for guest services and room occupancy management.

Housekeeping Responsibilities

  • Executive Housekeeper manages cleanliness and upkeep.

  • Room Attendants handle guest room cleaning and amenities.

  • Control Desk coordinates guest requests and housekeeping tasks.

Food and Beverage Operations

  • Includes various dining options: Fine-Dining, Room Service, Banquets.

  • Managed by Food and Beverage Managers and respective staff (Bartenders, Stewards, etc.).

Sales and Marketing Functions

  • Focus on generating new business, branding, and promotions.

  • Collaboration with Travel Operators and Revenue Managers for pricing optimization.

Maintenance / Engineering Duties

  • Ensures the functionality of HVAC, plumbing, and equipment.

  • Oversees maintenance of hotel facilities including fitness centers and pools.

Human Resources Functions

  • Responsibilities include hiring, training, benefits administration, and employee relations.

Revenue vs. Cost Centres

  • Revenue Centre: Departments that generate income (e.g., Front Office, F&B).

  • Cost Centre: Departments that support operations but do not generate direct income (e.g., HR, Maintenance).