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II. Organizational structure of the hotel
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| II. Organizational structure of the hotel
Each modern hotel has its own organizational structure, which depends on many factors, but the hotel always has the main structural units. 1) Generating income (Revenue centers): - room stock, restaurants, bars, shops, SPA, SPiR (reception and accommodation service, (Front office), booking department, marketing department, etc.) 2) Support centers: technical department, personnel department, accounting department of SUNF (room fund management service), AS (administrative service), food service, security service (security service), engineering service, etc. Factors influencing the structure of the hotel: • Organizational and legal form (LLC, JSC, individual entrepreneur, etc.); • Type of organization • The size of the hotel (number of staff, number of rooms) • Manufacturing technologies • Forms of ownership • Market segment • Others Hotel owners state, municipality, private owner, joint-stock company. Shareholders elect a board of directors (the number of board members elected from a shareholder is proportional to the percentage of shares held by him). The board of directors controls the work of the general director, approves the financial plan (budget), hears the report of the general director on its implementation. By functional responsibilities, there are the following main divisions: 1) The top management level - the General Director (with assistants for each structural unit, or in a small hotel he oversees all services himself). Tasks of the General Director: - daily operational management in order to ensure the profit of the hotel. Responsible for developing and executing long-term and annual plans and strategies to achieve ROI and maximize returns for hospitality business owners. Plans are annual and for 5 years, in which the goals and means of achieving the goal are prescribed: financial resources, organizational structure, human resources, personnel incentive system. 2) Chief Accountant, Financial Director, (controller). In large hotels, controller functions are separate from day-to-day management. If the hotel is part of a hotel chain, then the hotel controller reports not to the general director of that hotel, but directly to the chain's headquarters. The functions of the controller include the development of a financial plan, accounting, audit, all financial calculations of the hotel, etc. Hotel services are divided into two main groups according to the degree of contact of the hotel staff with the Guests: 1) Front of the house - Front office - employees are in direct contact with customers 2) Back of the house - Back office - employees do not contact customers The training of employees is carried out according to different programs, their offices are clearly divided. Uniforms are also different. The front office is the face of the hotel and usually the communication of the guest with the hotel is limited to communication with the reception staff. The ability to communicate with the client is the most important quality of the employees of this service. It is the front office employees who create the hotel's image and must be able to professionally sell hotel services: offer the client additional services on time, book a table in a restaurant, offer a better and more expensive room. It is good if the receptionists have an excellent memory and remember the names of at least VIP clients. Front Office services may not be split, but they have the following functions: Reception and Accommodation Service (SPiR, Reception Reception) All employees of the service must thoroughly know the information about the hotel. Know the advantages and disadvantages of each room, prices, location and opening hours of hotel services, city attractions, transport timetables, theaters and museums. The guest relation manager is in charge of direct communication with the guests. Reception staff provide daily reports: load factor, actual price per room, income, reservations and cancellations. Most of the work on booking, registration and reporting is now done by software. An important function of the reception department is also the resolution of conflicts between the hotel and guests. The reason may be the refusal of the guest to pay, damage to the property of the guest, the guest's dissatisfaction with the room or service. As a rule, the hotel does not compensate for the loss or theft of the guest's property: car, animals, valuable items. However, if the property is damaged by the hotel staff, the hotel tries to compensate for moral and material damage. The SPiR should be located in the lobby of the hotel and from its workplace should see the elevators and the luggage room. Front-Office should work around the clock. This usually happens in 3 shifts: from 7-00 to 15-00, from 15-00 to 23-00 and from 23-00 to 7-00. The night shift works in a reduced composition, however, it is entrusted with additional functions for summing up the results for the day, preparing for the next change of information about the room stock. The night clerk acts as a manager. жүктеу/скачать 0,54 Mb. Достарыңызбен бөлісу:
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