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The most important factors for the clients of any hotel are safety, stability, range of services, their accessibility and efficiency of delivery, the culture of staff behavior. A hotel and a restaurant should be not only a place for passing a night and food preparation area , but also a "home away from home" where they can have a calm, comfotrtable rest. The guest should feel that he is not a supplicant for services but he rules the situation. Hospitality is the secret weapon of service.
Key notions………………………………………………………………………...2
Introduction………………………………………………………………………...3
I. Hotel departments………………………………………………………..4
1. Rooms Division………………………………………………………4
2. Food and Beverage Department………………………………………5
3. Sales and Marketing Division………………………………………...6
4. Accounting Division………………………………………………….6
5. Engineering and Maintenance Division………………………………7
6. Security Division……………………………………………………8
7. . Human Resources Division………………………………………….8
II. Functioning model……………………………………………………….9
Conclusion………………………………………………………………………11
Literature………………………………………………………………………….
Outline
Hotel functioning structure
Key notions……………………………………………………………
Introduction………………………………………………
Conclusion……………………………………………………
Literature……………………………………………………
Key notions
Department – one of the parts of a large organization such as a college, government, or company.
Property – something that you own.
Equipment – the things used for a particular activity.
Community – a group of people who live in the same town or area = local people.
Responsibility – something that is your job to do it.
To accumulate – to gradually get more and more of something and to keep it.
To maintain – to keep a building, road, machine, or equipment in a good condition.
Recruitment
– looking for new people to work in a company or join in the organization.
Introduction
The most important factors for the clients of any hotel are safety, stability, range of services, their accessibility and efficiency of delivery, the culture of staff behavior. A hotel and a restaurant should be not only a place for passing a night and food preparation area , but also a "home away from home" where they can have a calm, comfotrtable rest. The guest should feel that he is not a supplicant for services but he rules the situation. Hospitality is the secret weapon of service.
The principal components of
culture of survice are:
• safety and environmental friendliness;
• aesthetics of interior design and creation of favorable conditions
of service;
• knowledge of psychological traits and the process of service;
• knowledge and observation of ethical standards of service;
• knowledge and observation of the rules governing the order and priority
of service;
• availability of sufficient equipment and tools for service delivery,
etc.
In order to carry out its mission, global and departmental goals and objectives, every company shall build a formal structure depicting different hierarchy of management, supervision, and employee (staff) levels. Every organization chart shall be flexible, to reflect the ever-changing environmental dynamics and, hence be able to survive. In accordance, organization charts shall be reviewed periodically in order to determine whether the actual organization still match the environment needs (i.e. guests, employees, technology, competitor's needs…) or not.
The personnel of the most hotels are divided into 7 departments. Further they will be particularly observed.
I. Hotel departments
Rooms Division: In a statistics conducted by the U.S. Lodging Industry in 1995, it has been shown that the majority of hotels revenues (60.2 %) are generated from Rooms Division Department under the form of room sales. This very department provides the services guests expect during their stay in the Hotel. Lastly, the Rooms Division Department is typically composed of five different departments:
Front office is the most important department of the hotel. The main function of this department is to give warm welcome to the guest. It helps to create good image in front of the guest. This is the first department where guest comes in contact with. It generates the maximum revenue for the hotel as it sells room to the guests. Front office sells guestrooms, registers guests, coordinates guest services, provides necessary information, maintains accurate room statistics and room key inventories, maintains guest account statements and completes proper financial settlements. It also provides some facilities like concierge service to the guest.
Reservation department is responsible for receiving and processing reservation requests for future overnight accommodations. With technology development, the Reservation Department can, on real time, access the number and types of rooms available, various room rates, and furnishings, along with the various facilities existing in the hotel. For the well-coordinates work there should be close relationships with Sales and Marketing Division concerning large group reservations.
The employees of the housekeeping department inspect rooms before they are available for sale. They also clean occupied and vacant rooms and communicate the status of guestrooms to the Front Office Department. Housekeepers may be assigned specialized cleaning duties. For example, most hotels have laundry facilities for cleaning towels, linen, bedding, and workers' uniforms. Some housekeepers work only in the laundry area, washing, drying, and folding these items and then stocking the linen storage rooms.
Other housekeepers only clean guest rooms. Using a large wheeling cart to hold supplies, guest room housekeepers bring clean linen, bedding, cleansers, and all other necessary cleaning equipment to the rooms. The housekeepers replace soiled linen and towels; restock soap, tissues, and drinking glasses; disinfect bathroom surfaces; dust and polish the furniture; remove all trash; vacuum the carpet; and wash any uncarpeted floors. They also send to the lost-and-found department any articles that previous guests may have left in the rooms when they checked out.
Aside from doing laundry and cleaning guest rooms, housekeepers replace light bulbs, wash windows, empty ashtrays, and clean hallways and stairs. Modern hotels and motels have the best cleaning equipment for housekeepers to use; however, the work is demanding. Housekeepers must bend, stoop, climb, and reach to clean in corners and inside closets. Moving heavy equipment and furniture can be exhausting.
Uniformed Services are bell attendants, door attendants, valet parking attendants, transportation personnel and concierge. Bell attendants ensure baggage service between the lobby area and guestrooms. Door attendants ensure baggage service and traffic control at hotel entrance. Valet parking attendants ensure parking services for guest’s automobiles. Transportation personnel ensure transportation services for guests from and to the hotel. Concierge assists guests by making restaurant reservations, arranging for transportation, and getting tickets for theater, sporting, or any other special events.
Telephone department answers and distributes calls to the appropriate extensions, whether guest, employee, or management extensions Employees of this department are also responsible for making wake-up calls, monitoring automated systems and coordinating emergency communications.
Food and Beverage Department is a department which serves food and beverage to the guest in a very attractive and pleasing manner, which creates good impression on the guest. There are several kind of food and beverage outlet like restaurants, bars, coffee shops, take away banquets etc. In addition to serving guests of the hotel, many hotel restaurants and lounges offer incentives for community residents to eat and relax at their property. This requires the knowledge of the community people and an ability to develop marketing and promotional schemes to encourage local use. It is second most revenue producing department of the hotel by selling different types of food and beverage to the guest.
A typical hotel should usually have Sales and Marketing division. However, if the staff size, volume business, hotel size, expected group arrivals is low enough, the hotel might have marketing staff placed under the reservation department. This department is responsible for group and convention sales. It is responsible for promotions, banquets, rate setting, travel trade sales, advertising, research, and public relations. A typical Sales & Marketing Division is composed of four different departments: sales, convention services, advertising and public relations. The work of sales managers is based on the type of customers a hotel is attempting to attract. Individual sales managers often specialize in corporate accounts, conventions, or tour and travel makers. Sales managers are sometimes subdivided along geographical lines such as regional or national accounts. The marketing component includes learning about the competition, researching the customers’ needs and wants, and designing a product and service that meet those needs. The public relations aspect of this department works creating a favorable image of property by cultivating contacts with writers, editors, and other media personnel,
The accounting division is responsible for tracking financial information it monitors the financial activities of the property. Among the activities that are undertaken in the accounting division are paying outstanding invoices and distributing unpaid statements. This department also should collect amounts owed, process payroll. To ensure the clear functioning of the hotel and overlook the money flows it is needed to accumulate operating data. The chief accountant compiles financial reports for the director and performs other control and processing functions. Making of bank deposits and securing cash loans are also among the cares of accounting department. Positions within this department may include controller, auditors, account receivable supervisor, payroll supervisor, cashier, and purchasing agent.
The responsibilities of the engineering department of the hotel are to maintain the hotel building, its assets, from walls, ceiling, floor fixtures therein, electrical distribution to the hotel, sewage and water systems, fire-alarm systems and safety methods, air-conditioning, heating and ventilation, elevators, kitchen and laundry equipment, sound and lighting systems and so on.
The engineering department has to keep records and maintain the smooth functioning of the equipment without any hassle or disturbance to the guest. They are on call 24 hours of the day, and have to ensure that the technical side of the hotel is looked after. Each day routine checks are done, and the staff walkthrough the entire hotel premises on regular basis, for inspection and attention. Chief Engineer is entrusted to oversee the engineering staff, and they are entrusted with different aspects and operations of the hotel machinery and equipment. The other departmental heads of the hotel are expected to inform the chief engineer, in the case of any need of repair or maintenance. Engineering department has categorized their work in two ways: preventive maintenance and scheduled maintenance. In preventive maintenance the department sees to timely inspection of the machinery, shutting down blocks of guest rooms and other areas periodically for refurbishment and to ensure that all areas of the guest room and its utilities operates properly. With scheduled maintenance, painting of walls, attending to air-conditioning plants and boiler rooms are seen to.
Apart from ensuring that the
hotel functions smoothly, they are also entrusted to see that the shops,
spas and salons within the hotel building are secure and safe of any
electrical leaks and fires. The maintenance of these shops are the duties
of the engineering department.
The caliber of maintenance will depend on the size and class of the
hotel. Expertise and knowledge in this area is very important, as the
existence of the hotel depends on the engineering department. Being
one of the strenuous and tiring jobs, the staff of the said department
works un-noticed to ensure that the guest could stay comfortably, without
any mishap or misadventure.
For many larger hotels a security department is essential. A security department is responsible for protecting guests and guests’ as well as hotel property. Security division personnel are usually screened from in-house personnel, security officers or retired police officers, across certain physical skills, and prior experience. The functions of the security division are to patrol the property, to monitor supervision equipment, to ensure safety and security of guests, visitors, and employees. The role of a security officer is to guard entranceways, walk the hallways, and assist in detective work, looking for missing items when necessary. Generally, the presence of a security officer in entranceways of hotels makes a statement that the property is safe for the guests.
This department is a staff organization set up to handle a specialized function. It serves no customers, books no business, and prepares no meals, yet it plays a vital role in a hotel’s efficient operation. The human resources division is subdivided into 3 subfunctions: recruitment, benefits administration, and training. The personnel director must be an expert on labor law and able to advise managers in other departments. The human resources division is responsible for external and internal recruitment. The personnel calculates employees' salaries, compensation, and tax withholding, administrates other department employees' paperwork, monitors attendance. It is necessary to maintain good relations with Labor Unions and ensures employees' safety and working conditions, so it is a business of the human resources division.
Hotel “Imperia” is a suitable example for studying hotel functioning structure. It is a small hotel that operates as a part of Entertaining Complex “Imperia” along with a number of restaurants with different cuisine, a bowling center, a billiard room, two disco halls, a cinema. The hotel has 10 rooms which are usually occupied by the guests of the complex who prefer to stay for the night instead of driving to the next town. Also the hotel receives animators, singers, dancers and other people who came to work in the complex.
It is necessary to say that as hotel is a part of another large establishment most of the main departments oversee the work of the whole complex bu not just a small hotel.
In this hotel the working place of the administrator is located right on the entrance. It is a cramped room, equipped with a computer, a telephone, a fax, a cashbox and a bar. The personnel of the front office include 4 administrators that work by shifts. The guests are usually led to the front office by the head waiter. Procedure of check-in requires filling in the check-in card and paying for the stay. When checking-out it the administrator should examine the room to find out if the property is safe.
Process of reservation is also entrusted to the front office. Reservation is available not less than 3 days before the arrival. The demand may be received on the telephone or by fax.
The housekeeping department consists of 2 chambermaids who also work by sifts. Their everyday obligations include cleaning up public premises, prepare vacant rooms for future guests, change towels and linen in the occupied rooms. As the complex has its own laundry the chambermaids also should collect the clothes that the guests asked to clean for them.
Food and beverage department is represented by numerous restaurant of the complex. There are restaurants that serve Japanese, Chinese, Russian, Ukrainian and European cuisine. Every dish can be delivered to the room if the guest call the administrator. Furthermore, every room is equipped with mini-bar.
Accounting division oversees the economical functioning of the whole entertaining complex. This department consists of 7 employees, including the chief accountant and a cashier. The employees of all departments of the complex “Imperia” have visit this division every month to get their salary.
One of the most intensive works in the complex is laid to the personnel of engineering department, because every week they need to prepare the disco halls for the performance of different artist. The amount of their work in the hotel is nothing comparing with the volume of work in the disco halls and bowling centre. Nevertheless they ensure perfect functioning of all the necessary equipment and communications.
Security division is one of the most numerous departments. The security officers pass special training to work in the complex. The security staff works operatively and reacts to every possible danger which can threaten the guests.
Human resources division does their best to ensure cooperated work of all the departments.
Conclusion
Hotels are very complex places and in order to provide the best service for the guest there are many different departments. The guest may not see what all these departments are during their stay, but without them the hotel would fall apart. Also, the larger the hotel the more departments there are. It really does depend on the type of hotel and the size of the hotel as to what departments there are. But all departments are vital to providing the best guest service and run a successful business.
Saying about the hotel “Imperia”, all of its departments function smoothly and in harmony with each other. This can be confirmed by the fact that the hotel has the permanent 50% capacity.
Despite its small number of rooms the hotel handles its main task – deserved reception of the guests and providing them necessary services.
Literature