Module 3 Hotel Organizational Design and Quality Service Overview

Hotel Organizational Design

• Definition: A hotel is divided into various departments, each responsible for specific operational areas.

• Complexity: Larger hotels tend to have increasingly complex departmental structures.

Duties of Key Executives

• General Manager (GM):

  • Provides leadership for the management team.

  • Coordinates inter-departmental work.

  • Formulates policies and strategies for the hotel.

  • Leads staff in achieving financial and environmental responsibilities.

  • Responsible for overall hotel performance.

• Resident Manager (RM):

  • Implements plans developed by ownership and management.

  • Reviews operational performance and provides feedback to the GM.

  • Prepares and summarizes operational reports.

  • Manages day-to-day operations of the hotel.

Functions of Major Departments

• Rooms Division:

  • Manages the core product: hotel rooms.

• Engineering:

  • Responsible for maintenance of physical assets (HVAC, lighting, elevators).

  • Oversees mechanical equipment essential for operations.

• Security:

  • Ensures safety for guests and staff.

  • Monitors surveillance and patrols premises.

  • Manages lost and found items.

• Human Resources:

  • Handles employee recruitment, selection, and development.

  • Manages compensation structures and compliance with labor regulations.

• Food and Beverage:

  • Provides dining services through restaurants, room service, and lounges.

  • Ensures quality and variety in food and beverage offerings.

• Sales and Marketing:

  • Attracts customers and promotes unique services of the hotel.

  • Focuses on creating and maintaining customer interest.

• Accounting:

  • Manages bookkeeping and financial reporting.

  • Advises on increasing profitability through better asset management.

Providing Quality Service

• Quality Definition: Quality service exceeds customer expectations consistently.

• Quality Management Approaches:

  • Quality Inspection:

  • Comparison of service output against standards (e.g., cleanliness checks).

  • Quality Control:

  • Ensures specifications are met before service is provided (e.g., food service checks).

  • Quality Assurance:

  • Designed to prevent faults in processes, from recruitment to service delivery.

  • Total Quality Management (TQM):

  • Focused on customer satisfaction, involving all staff in quality processes.

Employees as Internal Customers

• Service Quality Criteria:

  • Guest room amenities, facilities, standards of service, and staff professionalism.

• Internal Customer Concept:

  • Employees' satisfaction correlates with performance and service delivery.

• Organizational Culture:

  • A positive workplace attracts employees, leading to better service outcomes.