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Hotel Organization

Walter Jamieson

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Hotel with a Leased F&BOperation

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Rooms Only Hotel

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RoomsDivision

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Revenue Centers

Front office

Food and beverage outlets

Catering

Room service

Retail stores

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Support Centers

Housekeeping

Accounting Engineering and maintenance

Human resource division

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Hotel Organization

Back of house areas:

Employee and guestinteraction is not typical.

Support centers.

Front of house areas:

Where guests commonly

interact with employees.Revenue centers

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Departments

Food & Beverage

Human Resources

Marketing Housekeeping

Finance

Maintenance Loss Prevention

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Rooms Division

Front office

Uniformed service

housekeeping

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Front Office

Front desk 

Reservations

Telecommunications

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Front Desk 

Sell guestrooms

Provides telephone, wake-up andpaging services

Process requests for futureovernight accommodation

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Reservations

Receive

Maintain

Manage

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Telecommunications

Answer phones

Place wake-up calls Monitor automated systems

Coordinate emergencycommunications

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Uniformed Service

Bell attendants

Door attendants Valet parking

Transportation personnel

Concierge

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Shifts

Most Common 7am-3pm 3pm-11pm 11pm-7am

Compressed Work Schedules

 Job Sharing

Flex Time

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 Job Descriptions Essential functions

 Job Specification Identify personal qualities, skills and

traits needed.

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Factors Important to Front OfficeWork 

Professional attitude

Congenial personality

Helpful attitude

Good verbal skills and diction

Flexibility

Well groomed appearance Detail oriented

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Developing a Mission

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Organizational Mission

What is a mission? Defines the unique purpose that sets

one hotel or a hotel chain apart from

others Allows the hotel to express the

underlying philosophy that givesmeaning & direction to hotel policiesand procedures

Vehicle to communicate to employeeswhy a company philosophy

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Purpose of the MissionStatement

1) Addresses the interests of the3 main constituents (guest,

management and employees)2) Reflects the management’s

philosophy

3) Helps hotel employees meetor exceed guest andmanagement’s expectations

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Sample Mission Statement

ABC hotel strives to become aworld-class property exhibiting

high levels of customer servicewhile providing workingenvironment that allows all

employees to achieve their fullpotential.

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Example of a Goal

To increase the Pali Palms (hotel’sfamily style restaurant) revenue

by 10% per evening shift – 5pm-10pm

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Strategies

Strategies are the methods usedto achieve the goals

Example of strategies to achievegoal: Increase the promotion budget Encourage employees to sell more

wine and beer