浙江工商大学饭店管理学英文版第二章ppt课件

Accounting
.
Departments of a full – service hotel
General Manager
Assistant General Manager
Resident Manager
Director of Housekeeping
Director of Human
Resource
Assistant Financial Controller
F&B Cost Controller
General Cashier
Executive / Chief Steward
.
Purchasing Store room
Chief Accountant
Stewards
Management Function
.
HVAC, Electric, Water
Plumbing, Electric, Carpentry, HVAC, Painting, Masonry,
Grounds, Television, Upholstery, Pool
Security Department
(Full Service Hotel)
Hostess
Sous Chef / Pastry Sous Chef
Restaurant Manager
Kitchen Staff
Executive / Chief Steward
Stewards
Bartenders
Beverage Director / Bar
Manager
.
Sales & Marketing Department
General Manager
Audit
Front Desk
Housekeeping Maintenance
Sales
.
Departments of a Full – Service Hotel
General Manager
Rooms
Food & Beverage
Human Resource
Marketing & Sales
Pros: foster efficiency, teamwork, and coordination of activities within individual units.
Cons: Difficulties for the various departments to fully appreciate their role in the overall success of the organization.
Director Security Supervisors
Security Officers
.
Human Resource Department
(Full Service Hotel)
Director of Human Resource
Personnel Manager
Recruitment
Benefits Payroll
To learn the hotel staffing system.
.
Organizing
The process of structuring human and physical resources order to accomplish organizational objectives, involve dividing takes in jobs, specifying the appropriate department for each job, determining the optimum number of job in each department, and delegating authority within and among departments.
supervisors
.
Wide Span of Control
(Flat Organization)
.
Narrow Span of Control
(Tall Organization)
.
The Pros(正面的) and Cons (负面的) of Functional Organization Design
Back of the house（后台） including: Engineering, Accounting, Administration and the departments and sectors have few guest contacts.
.
Departments of a Limited Service Hotel
Room Division Manager Reservation Front Office
Housekeeping Laundry Security
Engineering PBX .
Room Department
(Full Service Hotel)
Resident Manager I/C Rooms
Inventory, Work Orders,
Purchasing, Utilities, Tools
Chief Engineer Assistant Chief Engineer
Supervisor Energy Management
Supervisor Administration
Supervisor Preventative/ Maintenance
O
B
J
Planning Organizing Leading Controlling Accomplish
E C
T
I
V
E
s
.
Job Specialization (工作专业化)
To specialize the jobs, means the duties are limited into one specialized scope. In generally, job specialization can increase worker productivity and efficiency. But it has the problem that it may result in workers performing the same duties again and again. This may cause the lower morale, more errors and worse service quality.
Labor Relation
Training
.
Food & Beverage Department
(Full Service Hotel)
Director of Food & Beverage
Executive Chef
Assistant F/B Director
Service Staff Waiter/Waitress
Chapter 2
Organizational Structure
.
Learning Objectives
To be familiar with the organization of a lodging establishment.
To understand some basic hotel management concepts, e.g. Pattern of Authority, Span and Control.
Banquet Captains
.
Accounting Department
(Full Service Department)
Front Office Cashiers Restaurant Cashiers
Timekeeper
Financial Controller / Finance Support Manager
Director of Housekeeping Or Executive Housekeeper
Assistant Executive Housekeeper
Floor Supervisor PA Supervisor
Laundry Supervisor
PA Staff Room Attendants
Job Analysis: A thorough evaluation of the specific task performed for a particular job and the time required to perform them.
Job Description: A detailed position description including the job title, pay, a brief statement of duties and procedures, working conditions and hours.
(Full Service Hotel)
Director of Sales
Assistant Director of Sales
Sales Manager Convention Coordinator
Convention Service Manager
Director of Catering
Account Executives/ Sales Representatives
.
The Hotel Staffing System
Job Specification: an outline of the qualification necessary for a particular job.
.
Committees
Executive Operating Committee
Safety (& Hygiene) Committee
Energy Conservation Committee
.
Meetings
Executive Committee Meeting
Departmental Morning Meeting / Operation Meeting
Work Team
Quality Circle Total Quality Management
.
Patterns of Authority
Board of Directors General Manager Resident Manager Rooms Division Manager Front Office Manager
.
Front and back of the house
Front of the house (前台) including: Front Office, Food & Beverage Service Sector, Housekeeping, the departments and sectors have regular guest contacts.
Front Office Manager
Assistant Front Office Manager
Assistant Manager
Chief Concierge
Receptionist
Cashier
Bell
Boy
.
Engineering Department
(Full Service Hotel)
Front Desk Agent
Bell Captain
Concierge Doorman
.
Auto Valet
Courtesy Van Driver
Pattern of Authority
Centralization: the authority distribution Decentralization: empower employee or
Monthly P&L (Profit & Loss) Meeting
Energy Conservation Meeting
Morning Meeting Monthly Staff Conference Safety & Hygiene Meeting
.
The Hotel Staffing System
Front Office Manager
Director of Food &
Beverage
Chief Engineer
Director of Sales &
Marketing
Director Security
Control百度文库er
.
Rooms Department
(Full Service Hotel)