HOTEL STAFF
ORGANIZATION CHART It is a representation of the structure of an organization showing the positions or jobs within it.
UnFormal links
Formal links
- FUNCTIONAL LINKS or horizontal links
- HIERARCHICAL LINKS or vertical links
- We can’t see them on the organizational chart because these are agreement or non agreement links
Hotel jobs
Who is who ?
receptionist
what duties do they have ?
housekeeper
chambermaid
head receptionist
concierge
bellboy
cook
head chef
head waiter
night auditor
waiters
receptionistS
- answer telephone calls- greet guests - take reservations, messages - do check in, check out - obtain and send information by mail - give tourist information, - recommend restaurants, activities ... - check the cash register
HEAD receptionist
- same job as the receptionist when he works at the front office ...
- prepares schedules- supervises the reception - takes groups reservations - obtains and sends information by mail - checks the cashiers
HOUSEKEEPER
- prepares the schedules- checks the bedrooms - orders welcome products, cleaning products - trains the staff ...
CHAMBERMAIDS
• Clean and tidy the bedrooms, bathrooms and common areas (lobby, ..)• Sort, replace and count used or dirty linen before sending to the laundry • Ensure perfect cleanliness of the areas reserved for the customer • Respect guidelines on the use of cleaning products • Are responsible for cleaning and restocking the trolley every day
BELLBOY
• greets customers• directs them to the check in desk • carries the luggage
CONCIERGE
• takes messages• arranges transportations • suggests activities or local attractions, can buy tickets for the guest • handles private needs
Head CHEF
• is in charge of the whole kitchen• manages and trains the staff • prepares the schedules •creates the menus, the dishes, selects recipes
10
COOK
• prepares dishes as it is written in the technical sheets• they can be specialized in an area (pastries, starters, hot dishes like meets ..) • cleans the kitchen after the work
11
NIGHT AUDITOR
• manages the hotel during the night• is in charge of the security during the night• welcomes guests who arrive late •does the early check outs •sometimes prepares the breakfast buffet •responds to guest complaints •schedules guest phone calls •balances the accounts from day shift, closes the day on the property management system
124
HeAD WAITER
• prepares schedules• trains the staff • explains the menus •gives instructions to the staff before the service• greets the guests and directs them to the tables • takes reservations • makes sure guests are satisfied • can cut meats or fishes, do some bucklings
134
WAITER
•sets the tables• cleans the restaurant • greets the guests and directs them to the tables• explains the menus,advices guests • takes reservations, orders • makes sure guests are satisfied
sales manager
what responsabilities do they have ?
spa manager
front office manager
food and beverage manager
yield manager
community manager
144
FRONT OFFICE MANAGER
• is responsible of the front office department (reception, concierge service, housekeeping) •supervises the staff • makes sure guests are satisfied •deals guest complaints •follow debtors accounts, relationships with the OTAs , partners ... •negociates bookings for groups
154
SALES MANAGER
•takes and follows bookings for seminars and directs them to the function rooms• follows seminars and assures satisfaction of the guests • greets the seminar guests and directs them to the seminar rooms• follows the payment of bills (seminars only)• makes sure guests are satisfied •deals guest complaints
174
SPA MANAGER
• is in charge of the spa •supervises the staff, prepares schedules • makes sure guests are satisfied •deals guest complaints •take reservations (with the staff)
164
Food and beverage MANAGER
• is responsible of the food and beverage department (kitchen, restaurants) •supervises the staff • makes sure guests are satisfied •deals guest complaints •follows accounts, purchases
YIELD MANAGER
• defines revenue management• analyses demand, occupancy figures, raises eventually prices • analyses the opportunity to welcome groups
COMMUNITY MANAGER/SOCIAL MEDIA MANAGER
• manages and develops the image of the brands and their products on the social media platforms, organizes events• creates, posts contents• checks the messages, responds •conducts audits
Qualities expected :
Exercise : create the organization chart of this hotel
- Hotel manager- Front office manager
- Night auditor
- receptionist
- shiftleader
- housekeeper- chambermaids /valets- concierge
- bellboy- head receptionist- doorman Food and beverage manager waiters, cooks, head waiter, head chef, sales manager maintenance manager- technicians
HOTEL STAFF
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Transcript
HOTEL STAFF
ORGANIZATION CHART It is a representation of the structure of an organization showing the positions or jobs within it.
UnFormal links
Formal links
Hotel jobs
Who is who ?
receptionist
what duties do they have ?
housekeeper
chambermaid
head receptionist
concierge
bellboy
cook
head chef
head waiter
night auditor
waiters
receptionistS
- answer telephone calls- greet guests - take reservations, messages - do check in, check out - obtain and send information by mail - give tourist information, - recommend restaurants, activities ... - check the cash register
HEAD receptionist
- same job as the receptionist when he works at the front office ...
- prepares schedules- supervises the reception - takes groups reservations - obtains and sends information by mail - checks the cashiers
HOUSEKEEPER
- prepares the schedules- checks the bedrooms - orders welcome products, cleaning products - trains the staff ...
CHAMBERMAIDS
• Clean and tidy the bedrooms, bathrooms and common areas (lobby, ..)• Sort, replace and count used or dirty linen before sending to the laundry • Ensure perfect cleanliness of the areas reserved for the customer • Respect guidelines on the use of cleaning products • Are responsible for cleaning and restocking the trolley every day
BELLBOY
• greets customers• directs them to the check in desk • carries the luggage
CONCIERGE
• takes messages• arranges transportations • suggests activities or local attractions, can buy tickets for the guest • handles private needs
Head CHEF
• is in charge of the whole kitchen• manages and trains the staff • prepares the schedules •creates the menus, the dishes, selects recipes
10
COOK
• prepares dishes as it is written in the technical sheets• they can be specialized in an area (pastries, starters, hot dishes like meets ..) • cleans the kitchen after the work
11
NIGHT AUDITOR
• manages the hotel during the night• is in charge of the security during the night• welcomes guests who arrive late •does the early check outs •sometimes prepares the breakfast buffet •responds to guest complaints •schedules guest phone calls •balances the accounts from day shift, closes the day on the property management system
124
HeAD WAITER
• prepares schedules• trains the staff • explains the menus •gives instructions to the staff before the service• greets the guests and directs them to the tables • takes reservations • makes sure guests are satisfied • can cut meats or fishes, do some bucklings
134
WAITER
•sets the tables• cleans the restaurant • greets the guests and directs them to the tables• explains the menus,advices guests • takes reservations, orders • makes sure guests are satisfied
sales manager
what responsabilities do they have ?
spa manager
front office manager
food and beverage manager
yield manager
community manager
144
FRONT OFFICE MANAGER
• is responsible of the front office department (reception, concierge service, housekeeping) •supervises the staff • makes sure guests are satisfied •deals guest complaints •follow debtors accounts, relationships with the OTAs , partners ... •negociates bookings for groups
154
SALES MANAGER
•takes and follows bookings for seminars and directs them to the function rooms• follows seminars and assures satisfaction of the guests • greets the seminar guests and directs them to the seminar rooms• follows the payment of bills (seminars only)• makes sure guests are satisfied •deals guest complaints
174
SPA MANAGER
• is in charge of the spa •supervises the staff, prepares schedules • makes sure guests are satisfied •deals guest complaints •take reservations (with the staff)
164
Food and beverage MANAGER
• is responsible of the food and beverage department (kitchen, restaurants) •supervises the staff • makes sure guests are satisfied •deals guest complaints •follows accounts, purchases
YIELD MANAGER
• defines revenue management• analyses demand, occupancy figures, raises eventually prices • analyses the opportunity to welcome groups
COMMUNITY MANAGER/SOCIAL MEDIA MANAGER
• manages and develops the image of the brands and their products on the social media platforms, organizes events• creates, posts contents• checks the messages, responds •conducts audits
Qualities expected :
Exercise : create the organization chart of this hotel
- Hotel manager- Front office manager - Night auditor - receptionist - shiftleader - housekeeper- chambermaids /valets- concierge - bellboy- head receptionist- doorman Food and beverage manager waiters, cooks, head waiter, head chef, sales manager maintenance manager- technicians