Hotel organization (classifying functional areas)

Words and word combinations

 

Position	Тут: посада
Fit (v)	Тут: розташовувати, розміщувати
Lines of authority	Розподіл повноважень
Flexible	Гнучкий
Potential (n)	Потенціал
Revenue center	Відділи готелю, що продає послуги та товари, безпосередньо отримуючи прибуток
Support center	Відділи готелю, що не приносять прибутку безпосередньо, але підтримують відділи, що його приносять завдяки безпосередньому продажу товарів та послуг
Front office	Реєстратура
Room service	Обслуговування їжею та напоями у номері готелю
Housekeeping	Адміністративно-господарча служба
Front of the house	Приміщення готелю, де мають місце контакти між гостями та працівниками закладу
Back of the house	Службові приміщення
Interact	Взаємодіяти

 

An organization requires a formal structure to carry out its missions and goals. A common way to represent that structure is the organization chart. An organization chart is a schematic representation of the relationships between positions within an organization. It shows where each position fits in the organization and where divisions and responsibility and lines of authority lie. An organization chart should be flexible and reviewed and revised yearly.

A full service property that offers both lodging and food and beverage service will have an extensive organizational structure. Some hotels may lease food and beverage outlets to another company. This means that the food and beverage operations and guest room operations are separately owned and managed, which also means there is potential for conflict. In this example, informal consulting relationships exist between the managers and the owners of two businesses. The restaurant manager and the hotel’s sales department manager must also work closely together.

 

Classifying functional areas

 

A hotel’s divisions and departments (its functional areas) can be classified either a revenue center or support center.

A revenue center sells goods or services to guests, thereby generating revenue for the hotel. Typical revenue centers include the front office, food and beverage outlets, room service, and telephone.

Support centers include the housekeeping, accounting, engineering and maintenance, and human resources divisions. These divisions do not generate direct revenue, but provide important support for the hotel’s revenue centers.

The terms front of the house and back of the house may also be used to classify hotel departments, divisions, and personnel. Front-of-the-house areas are areas where guests interact with employees. In back-of-the-house areas interaction between guests and employees is less common. Although back-of-the-house employees may not directly serve the guest by taking an order, assisting with registration, or delivering luggage to a guest room, they indirectly serve the guest by cleaning the guestroom, repairing leaky facet, or correcting an error in a guest account.

 

Unit 8

Hotel organization (room division)

Words and word combinations

 

Switchboard	Комутатор
Assign (guestrooms)	Тут: відводити кімнати
Room status	Опис кімнати щодо її зайнятості, готовності до поселення, резервування тощо
Inventory	Тут: інвентаризаційний опис
Guest account statement	Звіт про рахунок клієнта
Room revenue	Дохід від здавання кімнати
Wake up calls	Дзвінок до кімнати, щоб розбудити гостя за його проханням у потрібний час
Emergency communication	Спілкування з приводу надзвичайних обставин
Arrange	Тут: домовлятися
Assume	Тут: приймати на себе
Undertake (a task)	Тут: приймати до виконання
Secure	Тут: діставати, замовляти

Room division

Room division includes front office, housekeeping, uniformed services, and the concierge. In some properties the reservations and switchboard or telephone functions are separate departments within the rooms division.

The front office

The front office is the most visible part of a hotel. Front office personnel have more contact with guests than do staff in most other departments. The functions of the front office are to:

- Sell guest rooms, register guests, and assign guestrooms;

- Coordinate guest services; provide information about the hotel, the surrounding community, and any attractions or events of interest to guests;

- Maintain accurate room status information and room key inventories;

- Maintain guest accounts and monitor credit limits; produce guests account statements;

- Receive and distributing mail, messages, and facsimiles (fax).

Reservations

Every lodging property has its own way of monitoring and managing its reservation functions. The receiving department is responsible for receiving and processing reservation requests. Although procedures may differ from hotel to hotel, the purpose is still the same: to accommodate guest requests in a manner that maximizes hotel occupancy and room revenue.

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Communications

The telephone switchboard area or department maintains a complex communications network. Switchboard operators place wake-up calls, monitor automated systems, and coordinate emergency communications. Operators also protect guest privacy.

Uniformed service

Employees who work in the uniformed service department of the hotel generally provide the most personalized guest services (baggage traffic, parking, and personal assistance in making restaurant reservations, getting tickets for theatre, sporting, or other special events, arrangement and transportation services, and so on). While personnel in reservations, front desk, and communication areas affect guest perceptions, it is often personnel in uniformed service who make a lasting impression.

Concierge

In some hotels the head concierge is the manager of the uniformed services department. In this case the concierge assumes additional responsibilities for supervising all uniformed service personnel. In large hotels the head concierge is often too busy to undertake such tasks and supervises employees in the concierge department only.

Concierge duties include making reservations for dining, securing tickets for theater and sporting events, arranging for transportation, and providing information on cultural events and local attractions. Most successful concierges have developed an extensive network of local, regional, and national contacts for a variety of services (restaurants, box offices, car rental offices, airlines, printers and other businesses).

Housekeeping

Housekeeping is the most important support department for the front office. Housekeeping employees inspect rooms before they are available for sale, clean occupied and vacated rooms, and communicate the status of guestrooms to the front office. If the hotels has its own laundry, housekeeping department staff may be charged with cleaning and pressing the property’s linen, towels, uniforms, and guests clothing.

Unit 9

Hotel organization (other divisions)

Words and word combinations

 

Rank (v)	Займати місце за якимось показником
Convention services	Послуги при проведенні конференцій, з’їздів
Public relations	Суспільні зв’язки
External recruiting	Набирання нових робітників
Internal reassignment	Призначати на нові посади в межах організації
Assurance	Впевненість, гарантія
Public area	Місця загального користування (у готелі – вестибуль, басейн, ресторан тощо)
Space rental fee	Плата за оренду площі
Horseback riding	Поїздка верхи на коні
Hike	Піша прогулянка
Draw (v)	Тут: затягувати (до)
Recreation	Розваги

 

Food and beverage division

The hotel’s food and beverage division ranks second to the rooms division in term of total revenue. Many hotels support more than one food and beverage outlet. Possible outlets include quick service, table service, and specialty restaurants, coffee shops, bars, lounges, and clubs. The food and beverage department typically supports other hotel functions such as room service, catering, and banquet planning. Catered functions, such as weddings and anniversaries, may also provide significant revenue.