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Basic Management Structure

The document discusses the basic management structure of hotels and resorts. It describes the front-of-house and back-of-house staff and departments. The back-of-house includes administrative areas like general management, accounting, human resources, and marketing and sales. It provides details on the roles and responsibilities of the general manager and other managers.

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Jannet De Lara VergeldeDios
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86 views

Basic Management Structure

The document discusses the basic management structure of hotels and resorts. It describes the front-of-house and back-of-house staff and departments. The back-of-house includes administrative areas like general management, accounting, human resources, and marketing and sales. It provides details on the roles and responsibilities of the general manager and other managers.

Uploaded by

Jannet De Lara VergeldeDios
Copyright
© Attribution Non-Commercial (BY-NC)
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
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BASIC MANAGEMENT STRUCTURE

Hotel and resorts, regardless of size, are organized to provide lodging


and related services to guests. All share some organizational
similarities as they strive to fulfill this mission. In chapter 4 you were
introduced to the terms front-of-the-house and back-of-the-house as
they relate to the design and layout of hotel or resort facility. These
same terms refer to the staff and departments within a lodging
establishment. The front-of-the-house staff compromises those
individuals or departments who have direct contact with the guest’s
stay pleasant and safe.

Administrative Departments

The positions involved in hotel administration are classified as back-of-


the-house. These administrative areas include general management,
accounting, human resources, and marketing and sales.

General Management

The general manager is the chief operating officer of the hotel, with
responsibilities in four main areas: (1) relating to guests and
employees; (2) overseeing operations (3) increasing profitability; and
(4) facility maintenance and appearance. The general manager is
charged with promoting guest satisfaction. This is sometimes done
through direct interaction with guests, but more frequently
accomplished by promoting smooth operations and ongoing training
and development of service personnel.
The general manager supervises and organizes all other
departments within the hotel and, therefore, must be familiar with the
operations of each area. Most general manager have at least three to
five years of work experience in various hotel positions, learning at first
hand the skills, required by and functions of each department. The
majority of general managers hold a bachelor’s degree in hotel
management or a related field. Armed with a thorough knowledge of
management principles, they lead through effective delegation of
responsibility and emphasize a team approach to problem solving and
service. The manager must possess the motivational and
communications skills necessary to maintain and enhance employee
satisfaction and productivity, which in turn increases guest
satisfaction.
Numerous managerial duties are carried out by department
heads and other managers who report directly to the general manager.
Depending on the size of the property, the room division manager may
supervise front office operations and reservations as well as
housekeeping. Large hotels distribute the room’s division manager’s
responsibilities among an executive assistant manager, who manages
the functions that deal directly with front office operations and revenue
management; a revenue manager, who oversees the reservations and
yield management functions; and an executive housekeeper, who
manages the housekeeping department.
In today’s typical hotel operating unit, the Marketing and Sales
functions have separate functions and associated personnel. Many
hotel companies have come to the realization that appropriate
resources need to be dedicated to both of the disciplines. In a hotel
operating unit with both Sales and Marketing functions as separate
divisions, the work is typically assigned as follows:
Sales: managing sales personnel, budgeting and forecasting top
line revenues, defining sales segmentation assignments and execution
of sales related activities, on-going customer relationship strategies,
new account acquisition, customer satisfaction, pricing modeling, yield
management, and group room’s coordination.
Marketing: development of overall marketing plan, creation of
hotel brand imaging and market positioning, development of
advertising theme and execution of advertising plan, responsible for all
print materials and collateral brochures, interfacing with public
relations firm(s) and or public relation planning, creation and execution
of internal merchandising plan, responsible for community relations
and liaison for the socially responsible programming.
HOTEL
MANAGEMENT
AND
OPERATIONS

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