Hotel Organizational Structure

Chapter 2

Hotel Hierarchical Organization

The need for clearly delineated organizational structure
Organizational structure needs to meet operational needs
There is no specific required structure, in fact, there are many variations based on
the following:
Hierarchical Structure
1. Property size
2. Property type – full service verses limited service
3. Ownership preference

Line functions = guest contact positions

Staff functions = support line staff
Organizational Objectives
Combines work objectives in a logical and efficient manner
Outlines communication structure
Establishes a clearly delineated chain of command
Establishes unity of command

Elements of Organizational Structure

Specialization – ranges in organizational size
Departmentalization – also a function of property size and scope
Authority – power to make decisions and take action
Delegation – not found in organizational structure but extremely important

Job Responsibilities of Departmental Managers

General Manager
Provides leadership skills of vision for the organization planning, decision making,
organizing, staffing, controlling, directing, and communicating to develop a
competent staff
Orchestrates efforts to meet financial goals
Performance judged according on effectiveness of supervisors -> motivation and
instruction

Departmental Managers cont’d.

Assistant General Manager
Food and Beverage Director
Plant Engineer
Executive Housekeeper

Human Resources Manager

Marketing and Sales Director
Front Office Manager
Controller
Director of Security
Parking Garage Manager

Organization of the Front Office Department

Functions of the Front Office Manager
Elements that enable the front office manager to effectively supervise.

Employees (training)
Equipment (PMS)
Inventory (rooms to be sold)
Budgeted finances
Sales opportunities
Eric Long
Review Hospitality
Profile of Eric Long, Waldorf=Astoria

www.waldorfastoria.com/
Waldorf=Astoria Hotel
Job Analysis – a detailed list of the tasks of a job, provides basis for a sound job
description, usually includes daily procedures in a sequential manner (each task in
job analysis may be further broken down into specific procedures to be included in
employee manuals) Job Description – is a listing of required duties to be performed
by an employee in a particular position

The Art of Supervising

The front office manager’s position in the hotel’s management team
Motivational strategies – each employee
Process of orchestrating employee personalities in a group work setting
Art of Supervising cont’d.
Strengths and weaknesses of employees (unofficial leader; agitator; complainer)
Conflict between supervisor’s use of authority and the definition of supervision as
“working through others”
Importance of training
Value of handling special requests from employees
Art of Supervising cont’d.
Communications center role assigned to the front office:
Message book
Intranet
Daily function sheets
Staffing the Front Office

Step 1: Estimate or forecast the needs department for a certain time period
through review of the sales history of previous events, current functions, current
reservations, anticipated walkins, stayovers, and check-outs for that time period
to determine their impact upon labor requirements.
Step 2: Meet the needs of the lodging establishment and the needs of the
employee.
Step 3: Calculate the anticipating payroll, requires the front office manager to go
back and price-out each category of employee.
Step 4: Prepare a summary of costs by category to compare projected income for
weekly room sales and weekly payroll.

Staffing the Front Office cont’d.

Projected labor costs with the projected revenue.

Case Study 201

The Art of Supervising Employees