Organizational Structure for Hospitality Management PDF

INTRODUCTION TO HOSPITALITY MANAGEMENT 3. ORGANIZATIONAL STRUCTURE  ORGANIZATIONAL STRUCTURE “Hotels and restaurants are similar to small theaters that open their doors to a continuous show in which all participants are involved” “Hotels and pr...

INTRODUCTION TO HOSPITALITY MANAGEMENT 3. ORGANIZATIONAL STRUCTURE  ORGANIZATIONAL STRUCTURE “Hotels and restaurants are similar to small theaters that open their doors to a continuous show in which all participants are involved” “Hotels and productivity” Jesus Felipe Gallego  ORGANIZATIONAL STRUCTURE Company Organization dedicated to industrial, INPUTS commercial or service GOODS & SERVICES activities with a profit goal  ORGANIZATIONAL STRUCTURE Company Elements Intangible Human elements Component Goals & Technical objetives goods Money & Organizational Capital company Structure  ORGANIZATIONAL STRUCTURE COMPANY FUNCTIONS Research Staff R+D Operations Retail Accounting & financial company Commercial  ORGANIZATIONAL STRUCTURE Type of companies Size: Big size companies > 250 employees Medium size 50-250 employees Small size companies < 50 employees Geographic Area Local, Regional Nacional, Internacional  ORGANIZATIONAL STRUCTURE Strategic decisions in the hospitality industry -Management & ownership of establishment -Comercialization, marketing & sales channels -Human Resources management -Revenue management -Cost management - Information technology -...  ORGANIZATIONAL STRUCTURE Goal of the company Being able to meet the customer needs better than the competitors, coordinating all the resources of the company. Strategic Plan of the company (S.W.O.T.) In which sector wants to compete, which will be the positioning of each one of them and in which way the different areas of the company will contribute.  ORGANIZATIONAL STRUCTURE Goals definition GENERAL GOALS ECONOMIC GROWTH SOCIAL SPECIFIC GOALS FOR HOTEL COMPANIES -Customer satisfaction -Correction of seasonality -Optimal size and flexibility (dimension) -Own image and service provided -Professionalism and training ORGANIZATIONAL STRUCTURE Useful as… -guidelines for action and decision-making -to motivate & estimulate people -Allows to concentrate in vital areas of the companies -Promotes and facilitates planning (limited resources) -to improve results. -Generates wide information -Defines the relations & expectations between the management & staff - Allows self-direction and self-control of employees - helps us to be focused on change, improvement and development of the organization - a base for paying and promotion actions related to the results. A Needs to be... -Clear about what is intended -Placed in the right context. -Considered with the time horizon (timings) -expressed in measurable criteria -consistent with company strategy -ealistic and concrete to meet specific needs of the organization -to have the support of the management -to have people assigned as responsibles - must be flexible.  ORGANIZATIONAL STRUCTURE Goals control - With the intention that a company can achieve its goals it is necessary that the organization has a structure to manage / coordinate the individual efforts of each member of the staff to become a common/shared, real and effective project. - Each employee will have a single function that will be included within the overall function of the company  ORGANIZATIONAL STRUCTURE Goals control - Establishing of objectives and expected results. - Defining action plans and monitoring control indicators -Assigning members of staff responsibles - Record the actual and real results as they happen - Compare, analyze and evaluate the results achieved for each unit (and its director) with the ones planned. Actions -To establish set different corrective actions (if needed) - To correct, act and implement alternatives -To control and follow up the alternatives  ORGANIZATIONAL STRUCTURE The basic structure of the organization depends on : Type of Property Volume of the hotel Quantity and variety of services offered Belonging or not to a chain / management model...  TYPE OF STRUCTURE Centralized: Typical of small companies All decisions will depend on the director / manager With an operational high volume can be slow and not very agile Decentralized: Typical of large chains organized in areas or divisions Delegation of funcitons by responsibility centers, which have limited freedom and authority related with a particular field of action.  BASIC PRINCIPLES OF AN ORGANIZATION Objective Specialization Coordination-hierarchy Responsibility Authority, command unit (unidad de mando) Definition and diffusion Range of control (ambito de control) Balance Continuity  BASIC PRINCIPLES OF AN ORGANIZATION Not having an organizational structure, some basic principles or a definition of functions, it causes a number of adverse situations: Lack of coordination Lack of motivación Lack of communication In general, poorly functioning business  ORGANIZATIONAL CHART Definition: A graphic representation of the structure of an organization. Objective: To inform about the existing workplaces in the company, who represents them, hierarchical structure and developed activities.  CLASSIFICATION Range (alcance): General or structural Specific Nature: Functional Work places Headcount (efectivos de personal) Presentation: Vertical Horizontal Mixed  Basic organizational content of hotel companies ROOMS ( Reception, Concierge, Guest Services, Housekeeping Maintenance) FOOD & BEVERAGE ( Restaurant, Room Service, Bar, Banquets..) SALES & MARKETING ( Revenue Management, Individual Reservations, Group Reservations, Sales, Marketing, Conference) ADMINISTRATION ( Accounting, Finance, Purchasing, Human Resources, IT, Quality ) Other activities or complimentary services ( Spa, Fitness Center, Entertainment, Retail, Security ) General Manager ( Guidance Team, Management )  Basic organizational content of hotel companies Rooms Division Director of Rooms ( Rooms Division Manager ) Guest Services( Doorman, Bellcaptain, Bellboy, Grum) Reception: ( Front Office or Front Desk ). Front Office Manager, Front Desk agent or Recepcionist, Assistant Front Desk. Concierge: Chief Concierge, Concierge Guest Relations (Manager & agents) Housekeeping. Housekeeping Manager, HKP assistant Manager, maid, HKP valet, Laundry Maintenance (polyvalent technitians)  Basic organizational content of hotel companies : Food & Beverage Director of Food and Beverage or F&B Manager Restaurant: Maître, Supervisor, waiter, assistant waiter, sommelier, hostess Bar attendant. Room Service Banquets (Banquets Captain, Housemen, waiter) Kitchen : chef, Sous chef, cook, kitchen assistant Stewarding (manager, assistant)  Basic organizational content of hotel companies: Sales and Marketing: Director of Sales External Sales Manager (Sales manager) Internal Sales manager (MICE /Conference & Catering managers) Reservations (Revenue Manager, Channel Manager, reservations agent) Public Relations (communication, Community Manager)  Basic organizational content of hotel companies : Administration: Accounting (Financial Director, Controller, Accounts Manager, Credit manager...) Purchasing (Director, assistant) Human Resources (Director, assistant, training, recruitment, payrolls...) Quality (Director, assistant) IT (Informatic Technology Manager, assistants)  Basic organizational contents of hotel companies: Other services or complimentary services: Spa Hairdresser Retail Fitness Center Kids Club Florist  ng tración Servicio s otros Técnico s RR.HH. Subdire ctor General Aliment ación y bebidas Cocina Mayord omía Restaur Servicio ación de habitaci Bar/Caf ones etería Banquet es Sala de fiestas Sala Compra s Econom ato Almacé n Bodega Alojami ento Recepci ón Caja Créditos Conserj ería Comuni cacione s Reserva s Pisos Limpiez a Lavand ería Lencerí a Comerci al RR.PP. Animaci ón Ventas Conven ciones y Banquet Busines es s Center