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1、Chapter 2Organizational StructureLearning ObjectiveslTo be familiar with the organization of a lodging establishment.lTo understand some basic hotel management concepts, e.g. Pattern of Authority, Span and Control.lTo learn the hotel staffing system.Organizing The process of structuring human and ph
2、ysical 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.Front and back of the house Front of the
3、 house (前台) including: Front Office, Food & Beverage Service Sector, Housekeeping, the departments and sectors have regular guest contacts. Back of the house（后台） including: Engineering, Accounting, Administration and the departments and sectors have few guest contacts. Departments of a Limited Servi
4、ce Hotel General ManagerGeneral ManagerAuditAuditFront DeskFront DeskHousekeepingHousekeepingMaintenanceMaintenanceSalesSales Departments of a Full Service Hotel General ManagerGeneral ManagerRoomsRoomsFood & Food & BeverageBeverageHuman Human ResourceResourceMarketing & Marketing & SalesSalesAccoun
5、tingAccountingDepartments of a full service hotel General ManagerGeneral ManagerAssistant General ManagerAssistant General ManagerResident ManagerResident ManagerDirector of Director of HousekeepingHousekeepingFront Office Front Office ManagerManagerChief Chief EngineerEngineerDirector Director Secu
6、ritySecurityDirector of Director of Human Human ResourceResourceDirector of Director of Food & Food & BeverageBeverageDirector of Director of Sales & Sales & MarketingMarketingControllerControllerRooms Department (Full Service Hotel)Room Division ManagerReservationFront OfficeHousekeepingLaundrySecu
7、rityEngineeringPBXRoom Department(Full Service Hotel)Resident Manager I/C RoomsDirector of HousekeepingOr Executive HousekeeperAssistant Executive HousekeeperFloor Supervisor PA Supervisor Laundry SupervisorPA Staff Room AttendantsFront Office ManagerAssistant Front Office ManagerAssistant ManagerCh
8、ief ConciergeReceptionist Cashier Bell Boy Engineering Department (Full Service Hotel)Chief EngineerAssistant Chief EngineerSupervisor Energy ManagementSupervisor AdministrationSupervisor Preventative/ Maintenance HVAC, Electric, WaterInventory, Work Orders, Purchasing, Utilities, Tools Plumbing, El
9、ectric, Carpentry, HVAC, Painting, Masonry, Grounds, Television, Upholstery, PoolSecurity Department(Full Service Hotel)Director SecuritySupervisorsSecurity OfficersHuman Resource Department(Full Service Hotel)Director of Human Resource RecruitmentBenefitsPayrollLabor RelationTrainingPersonnel Manag
10、erFood & Beverage Department(Full Service Hotel)Director of Food & BeverageAssistant F/B DirectorSous Chef / Pastry Sous ChefRestaurant ManagerExecutive / Chief Steward Kitchen StaffService Staff Waiter/Waitress Hostess Stewards Executive ChefBeverage Director / Bar ManagerBartenders Sales & Marketi
11、ng Department(Full Service Hotel)Director of SalesSales ManagerConvention CoordinatorConvention Service ManagerDirector of CateringAssistant Director of SalesAccount Executives/ Sales RepresentativesBanquet CaptainsAccounting Department(Full Service Department)Financial Controller / Finance Support
12、ManagerF&B Cost ControllerChief AccountantExecutive / Chief Steward Purchasing Store roomFront Office Cashiers Restaurant Cashiers TimekeeperStewards Assistant Financial ControllerGeneral CashierManagement FunctionPlanningOrganizingLeadingControlling AccomplishOBJECTIVEsJob Specialization (工作专业化工作专业
13、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
14、 errors and worse service quality. Work Team Quality CircleTotal Quality ManagementPatterns of AuthorityBoard of Directors Board of Directors General ManagerGeneral ManagerResident ManagerResident ManagerFront Desk Front Desk AgentAgentBell Bell CaptainCaptainConciergeConciergeDoormanDoormanRooms Di
15、vision ManagerRooms Division ManagerFront Office ManagerFront Office ManagerAuto Auto ValetValetCourtesy Courtesy Van DriverVan DriverPattern of Authority lCentralization: the authority distributionlDecentralization: empower employee or supervisorsWide Span of Control (Flat Organization)Narrow Span
16、of Control (Tall Organization)The Pros(正面的正面的) and Cons (负面的负面的) of Functional Organization DesignlPros: foster efficiency, teamwork, and coordination of activities within individual units. lCons: Difficulties for the various departments to fully appreciate their role in the overall success of the o
17、rganization. Committees Executive Operating CommitteeEnergy Conservation Committee Safety (& Hygiene) CommitteeMeetingsMorning MeetingMonthly Staff ConferenceExecutive Committee MeetingMonthly P&L (Profit & Loss) MeetingSafety & Hygiene Meeting Energy Conservation Meeting Departmental Morning Meetin
18、g / Operation MeetingThe Hotel Staffing SystemJob 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, work
19、ing conditions and hours. The Hotel Staffing SystemJob Specification: an outline of the qualification necessary for a particular job. Job Redesign: it involves like job rotation, job enlargement, job enrichment and flextime. The Hotel Staffing SystemPerformance Evaluation: or performance appraisal,
20、a systematic review of individual strengths and weaknesses of an employees performance. Compensation: The monetary and non-monetary rewards the managers, supervisors and employees receive for performing their jobs. Key ConceptlOrganizinglFront of the HouselBack of the HouselResident ManagerlFront OfficelConciergelHousekeepinglPAlSecuritylEngineeringlFood & BeveragelSales & Marketing lHuman ResourcelAdministration OfficelAccountingKey ConceptlJob SpecializationlWork TeamlQuality CirclelPattern of AuthoritylSpan of control
