Organization and Function of Hotel Departments
Day-to-Day Operations
Effective day-to-day operations are essential to a hotel's success or failure. Understanding a hotel's structure is crucial to gaining an overview of the organization and its functions. Regardless of size, the organizational structure of a hotel is relatively consistent, typically comprising various departments, each responsible for specific areas of work.
In larger hotels with an extensive range of amenities, the various departments tend to become more specialized. The Director of Rooms typically oversees departments such as Front Office and Housekeeping.
The Duties of Key Executives
General Manager (GM)
Effective hotel executives ought to possess expertise and hands-on experience in developing and overseeing various hotels within the hospitality industry. Generally, the General Manager (GM) serves as the principal executive within a hotel.
The main responsibilities of the general manager would include the following:
Providing leadership to the management team
Coordinating the work of all departments
Participating in the formulation of hotel policies and strategies
Leading hotel staff in meeting, financial, environmental and community responsibilities
Assuming full responsibility for the overall performance of the hotel
Resident Manager
Aside from the General Manager, another key member of the hotel executive team is the Resident Manager. Available at all hours, their primary responsibility is to ensure that the hotel runs smoothly and profitably. In some cases, Resident Managers even reside on the premises.
The main responsibilities of the resident manager include the following:
Responsibility for developing and executing plans developed by the owner, general manager and other members of the management team.
Checking on operations, providing feedback and offering assistance when needed.
Completing, reviewing and summarizing statistical reports and sharing them with the general manager.
Assuming responsibilities for the daily operations and management of the hotel.
Functions of Major Hotel Departments
The success of a hotel hinges on the collaborative efforts of various departments, each with its own specific roles and responsibilities. Although each department has a unique function, it is imperative that they work in harmony to deliver a seamless guest experience.
Two critical departments within a hotel are engineering, which maintains and oversees the mechanical systems functioning throughout the hotel, and security, which provides the necessary measures to safeguard the hotel, guests, visitors, and employees.
Engineering
The engineering department is tasked with the upkeep of the hotel's physical infrastructure, including but not limited to, the electrical, plumbing, air conditioning, heating, and elevator systems. Alongside these responsibilities, engineering also oversees the mechanical and technical aspects of the hotel.
Security
The security department holds the responsibility for formulating and executing protocols designed to safeguard the well-being and security of hotel guests, visitors, employees, and the hotel property. Typical measures include scrutinizing surveillance equipment, conducting patrols around the hotel premises, and ensuring the alarm systems are in good working condition.
An effective approach to exploring a hotel's operational aspects is analyzing its organizational structure and delineating the roles and responsibilities of each department.
Human Resources
The department of human resources, inclusive of personnel and training, is accountable for various tasks, including recruitment, orientation, training, wage and benefit administration, labor and employee relations, and staff development.
Sales & Marketing
The sales and marketing department plays a crucial role in securing new business for the hotel, organizing advertising, executing sales promotions, and managing public relations activities, all of which are essential in improving the hotel's reputation.
Accounts
The department in charge of financial affairs within a hotel bears the responsibility of monitoring all fiscal activities. This includes but is not limited to supervising accounts receivable, accounts payable, payroll, and cost control systems, maintaining a comprehensive record of the hotel's assets, liabilities, and financial transactions, and addressing guests' queries related to billing.
Food & Beverage
The F&B department plays a crucial role in providing food and beverage services to hotel guests and visitors through diverse outlets and facilities. These include but are not limited to lounges, bars, coffee shops, restaurants, banquet services, room service (also referred to as in-room dining), and cake shops.
Rooms Division
The Rooms Division department is responsible for managing the core product of a hotel business, namely the rooms. However, certain smaller hotels may not have a Rooms Division department due to limited room numbers and staff. Typically, this department consists of two major divisions, namely Front Office and Housekeeping, in addition to other sub-units that form a typical Rooms Division structure.
There are various reasons why hotels may contemplate combining their front office and housekeeping departments into a unified division. Since the front office relies significantly on housekeeping for cleaning rooms before they can be rented to guests, there can be conflicts and stress among the two departments' personnel.
Director of Rooms
The Benefits of Appointing a Rooms Division Director in Resolving Intergroup Conflicts
It is not uncommon for managers of separate departments to struggle to resolve disputes, often due to a biased approach in favor of their own teams. This is where the position of a director of rooms division can be a game-changer.
The director of the rooms division is responsible for managing both departments and serves as the primary point of contact for the general manager. By overseeing all aspects of the rooms division, the director can effectively lead and manage the staff.
To excel in this role, the manager should possess significant experience in both front office and housekeeping. This combination of skills provides a comprehensive understanding of the operations, allowing for conflict resolution between the two departments.
Next Lesson
The front office is the nerve centre or hub of a hotel.
It is the department that makes the first and last impression on the guests, and the place that guests approach for information and service throughout their stays.
