HOTEL

MANAGEMENT
ORGANIZATION
AND OPERATION
HOTEL MANAGEMENT
AND OPERATION
OVERVIEW
The management and operation of a hotel or resort
can be a monumental undertaking. Hundreds of
employees may work for a particular facility in jobs
requiring all levels of skills and knowledge.
The Hospitality - Hotel Operations
Management program offers you the business skills
and acumen to work in a wide range of areas within
this multifaceted industry. Those areas include front
desk management, housekeeping operations, food
and beverage management and human resources
planning.
BASIC MANAGEMENT
STRUCTURE
Hotels and resorts, regardless of size, are
organized to provide lodging and related
services to guests. All share some
organizational similarities as they strive to
fulfill this mission.
GENERAL MANAGEMENT
The general manager is the chief officer
of the hotel, with responsibilities in four
areas
GENERAL MANAGER
If hired, a general manager
of administration is responsible for
overseeing all administrative functions in
your business. A major part involves
leading and directing employees. He /She
delegates administrative tasks, such
as accounting, paperwork and payroll,
while giving you the freedom to deal with
other issues.
 DIRECTOR OF MARKETING
 DIRECTORS OF MARKETING- are responsible for
strategizing and implementing the organization's marketing
campaigns. ... Analyzing the target audience is an important
job that marketing directors do before they proceed with
product promotion.
 MARKETING STAFF- The staff of a company's marketing
department is responsible for promoting and driving the sales
of a company's goods or services.
 SALES MANAGER- A sales manager is someone who is responsible for
leading and guiding a team of sales people in an organization. They
set sales goals & quotas, build a sales plan, analyze data, assign sales training
and sales territories, mentor the members of his/her sales team and are
involved in the hiring and firing process.
 Food and beverage managers are often responsible for recruiting, hiring,
training, evaluating and terminating food service staff members. ... Their goal
is to create a cohesive, empowered team that is customer service oriented and
revenue driven.
 A front office manager is the senior person in an office environment and
accountable for maintaining a professional work environment, staff
supervision, and administrative support. They shoulder a variety of
responsibilities, often at the discretion of the company owner
 security officer is a person who is paid to protect property, assets, or people.
They are usually privately and mostly comprised with civilian
personnel. Security guards prevent risks and deter crime, watch out for
looming danger, and report any crime they may encounter.
director or engineering plays an active part in
the development of a project. They work with
their team of engineers to set goals, plan projects,
build a timeline, and stay within budget.
director of housekeeping can work at a variety
of different places, such as a hotel, an apartment
building, or a nursing facility. The director of
housekeeping will oversee a staff of
housekeepers. ... The housekeeping staff may
have to keep various areas clean, such as outdoor
areas, rooms, and public areas.
Bell Staff duties often include opening the front
door, moving luggage, calling
cabs, transporting guests, giving directions,
performing basic concierge work, and responding
to the guest's needs. They must be able to escort
guests into their rooms while carrying luggage, or
help move any baggage a customer needs.
Concierge assists guests by performing various
tasks such as making restaurant reservations,
booking hotels, arranging for spa services,
recommending night life hot spots, booking
transportation (like taxi, limousines, airplanes,
boats, etc
CONTROLLER.
A company's controller is the chief
accounting officer and heads the
accounting department. The controller is
responsible for the company's financial
statements, general ledger, cost
accounting, payroll, accounts payable,
accounts receivable, budgeting, tax
compliance, and various special analyses.
DIRECTOR OF HR.
HR directors are responsible for the
smooth and profitable operation of a
company's human resources department.
Typically, they supervise and provide
consultation to management on strategic
staffing plans, compensation, benefits,
training and development, budget, and
labor relations.
 Front and Back- of -the
house staff
Front-of –the- house
 Comprises those individuals or
department who have the direct contact
with the guests.
Back- of-the-house
 Staffs that are those individuals who
operate behind the scenes to make a
guest’s stay pleasant and safe.
ADMINISTRATIVE DEPARTMENTS
 the positions involved in hotel
administration are classified as back-
of-the-house.
Includes the general management,
accounting, human resources,and
marketing/sales
Accounting department- handles
account payable, account
receivable and the payroll.
◦ Account payable- the department
who is responsible for veryfying and
paying bills incurred for the purchase
of materials and services
◦ Account receivable- department
records all money received by the
hotel and may oversee credit, billing
and cashiering function
Responsibilities of the marketing department
within any hotel
• Sales of hotel rooms and facilities to
individuals and groups
• Advertising in print and media sources
• Managing public relations to maximize the
image of hotel
• Establishing contact with travel agents and
tour guides
• Managing electronic distribution channels
Human
Resources
Management
Issues
Personnel Needs
The hotel and restaurant industries, as
well as the travel and health care sectors,
are growing more rapidly than the general
population. Many businesses in these
industries are staffed all day, every day of
the week. This means that there is
tremendous competition among service
industries to attract and retain good
employees.
Turnover Rate
The lodging has one of the country`s
highest employee turnover rates. An area
of concern within the hospitality industry
is the high rate of employees turnover and
the increased costs of training and
developing new personnel.
 A Consistent Leader in Economy
Lodging

Red Roof`s focus on building a repeat guest

clientele appears to be the key to its success.
To ensure guest satisfaction, the company
instituted several program. One is the
employee empowerment training programs.
Another program is the Red Check
satisfaction guarantee.
.
 Addressing the Turnover Issue
In the hospitality industry, the strength of an
organization lies in its employees` motivation
level and dedication to serving customers.
Faced with tough competition in the labor
pool and the high cost of employee
replacement, hotels have begun implementing
programs that reduce employee turnover..
 Benefits Packages
Most companies understand that benefits attract
and keep employees. Unfortunately, benefits are
expensive, and some companies provide them only
to those who work thirty or more hours per week
Pension Programs
Social Security, administered by the U.S.
government, is the largest pension
program in the country. Employees and
their employers are required to contribute
a certain percentage of income to Social
security.
Child Care
With so many working mothers in the
hospitality industry, some hotel
organizations operate their own child-care
programs.
Many more hotels offer a stipend, or
allowance, toward child care in a facility
or home of the employee`s choice.
Employee Assistance Programs
Employee assistance programs (EAPs)
are services offered to employees for
the ,management of personal problems.
EAPs most frequently provide employees
with access to counseling and substance
abuse treatment services.
Service Department
To provide lodging to guests , all hotels are
organized around five basic functions:

l Front desk operation/ guest service

(concierge)
l Housekeeping
l Building maintenance engineering
l Food and beverage
l Security
Front Desk operations
l Heart of any hotel business
l Front office staffs oversees room
availability, registers guests, proceses
reservations, supervises check out, and
assigns rooms and keys.
Reservation
l Can be booked through a local
reservations clerk.
l Reservation personel may be solely
responsible of coordinating and executing
the arrival and departure of guests using a
property level computerized reservation
system.
Check In
l Hotels and motels usually require guest
to pay for their room in cash at check in
or guarantee a payment with a credit card.
Check Out
l It is the hotels final chance to make a
lasting impression on the guest, solidify
customers loyalty, and cultivate future
return visits.
Greeting
l The bell captain or one of her staffs is
often the first individual a guest meets
upon arrival.
l Bell captain trains and supervises all
bellhops, those individual who usher
arriving guest to their rooms and carry
their luggage.
Communication
l By dialing a coded number, guest can
retrieve their messages at any time
l Voice mail allows a caller to leave a
message for delivery to a guest room
phone.
Information Services
l Most large hotels provide a concierge
who answers the guest questions and
solve problems.
 Housekeeping
l Is one of the most crucial in terms of guest
satisfaction
l Poor housekeeping can quickly ruin hotels
reputation and business.
Room Preparation
l Cleaning guests rooms involves changing
bed and bath linens, changing supplies of
toilet paper, soap & shampoo
l The lights, televisions and radios are
checked to be sure if they are working.
Hotel Laundry
l Providing clean linens for guest rooms
and baths is a major part of the
housekeeping function.
l The laundry manager supervises laundry
room attendants who wash, dry, iron and
fold the laundry.
Laundry and Dry Cleaning for Guests
l Hotels have long been expected to offer
laundry and dry cleaning service for their
guests.
l Many hotels contract with commercial
laundries and dry cleaners off the
premises to clean and press guest clothes.
Building Maintenance/ Engineering
l Maintenance and engineering tasks may
be the responsibility of the housekeeping
department in smaller hotels.
l In these establishments, private
contactors are brought in to make refers
and improvements.
Security
l Providing guest protection and loss
prevention is essential for any lodging
establishments, regardless of size
l Travelers are likely targets for thieves
because they often carry large quantities
of cash and valuables.
Food and Beverage Operations
l Beyond the four basic functions of front
desk, housekeeping, maintenance/
engineering and security hotels can offer and
endless array of additional guest services
such as pools, spas, and business services.
l The primary components of the food service
operation in a large property include
banquets, catering, restaurant, and room
services.
Room Services
l Room service operators take orders over
the telephone.
l Phone greaters often use the guest's name
several times during the course of the
conversation to personalize the service
experience.
l Servers transport the food from the
kitchen to guest room.
RESERVATION SYSTEMS
1980- Comprehensive
Computerized Reservation
Systems (CRSs) have gained
importance in the travel industry.
A computerized reservation system is a
complex database that provides
information about many travel options,
including airline flights, car rentals and
hotel, motel, and resort rentals.

SABRE and DATAS II are two of the

most well-known computerized
reservation system.