Hotel departments

superior everyday draw awayr which use recommendations of executive committee embers is responsible for e really(prenominal) principal(prenominal) decisions which impact to hotel life. The members of executive committee do together their forecasts of filling in of hotel and calculate budget,defining briny incomes and push throughcomes. And in the collision of members of committee there argon discussed these questions and problems the level filling in forecast,plans of marketing and gross gross gross gross revenue,professional preparing of stuff,main articles of taboocomes,questions of reconstruction of hotel, transaction with hosts,energy economy,utilizing, modern legislation,practice and rent adapted actions. 2, summon 189 At the lead is the customer. Customers atomic number 18 the reason hotels argon here. Mission is to ensure that all(prenominal) invitee leaves satisfied and urgencys to return, thus ensuring 3 customer loyalty. We get hold of deuce types of custom ers external customers?our lymph nodes? and internal customers, who argon the hotels associates. Associate imp falsehoods partnership and working together, which is discerning but powerful message. The Job of the supervisors, theater directors, and the attractorship police squad is to support the await line and remove the barriers to doing good work,lead and help people do their Jobs better.This way double-deckers support the forward line by demonstrating concern for associates (and it must(prenominal) be their problems quickly and fairly,above all, treating associates with dignity,kindness, and respect. Putting the GM at the bottom of the pyramid shows that the leader actually works for the people who work with the leader. We view my role as doing whatever it takes to gain and constrain customers. 1 ,page 86,(See the abstract 2). 4 Chapter 1 . reckon Hotel( incisions which argon visible by clients at premier).The comportment of the house refers to those incisions t hat cope directly with, and atomic number 18 seen by, hotel guests. These departments in addition admit charge departments. The departments which related with d nearly and their functions, sales and marketing department, nutrient and beverage department. Room division departments includes fronted, engagement,segmentation of customer, keep(back heterogeneity, security measures providing function departments. 2,page 190 The department of sales and qualification provide realization elbow board.Service, front mathematical function, nighttime audit, rateing, credit, office perplexity, security, personnel, banquet, advertising, common dealings, sales, resident management, executive management,and all subdivisions of these he back of the house, most clear positions and all executive posts lie in the front. 4 1. 1 The departments which related with rooms and their functions. Room division departments. Front office. Front office has been described as the hub or nerve center of the hotel. It is the department that makes a get-go mold on the guest and one that the guest relies on throughout his or her catch for info and service.Its duty is to enhance guest services by ever developing services to receive guest needs. It is the most heavy department of the hotel. The main function of this apartment is to give warm pick up to the guest . It helps to create good image in front of the guest. This is the maiden department where guest comes in contact with. It generates the maximum r reddenue for the hotel as it sells room to the guests. This also includes sub departments like reservation, Bell desk, and Information desk. It also provides some facilities like concierge service to the guest 5 .The front office departing try to sell out all the remaining rooms to pull away or walk-in guests to ensure blow%occupancy. Also,it should apply the yield management that is upsetting the eaters off larger room, a higher floor or a better view in higher 5 har m for someone booking a room with shortly notice when the pick out of room is high,to maintain balanced guest account. 5 Communication service is stratumic element in work of hotel,because function of hotel depends on that. It is the centre of income,hotels unremarkably add to tariff of international calling 50%.The center of converse works round hours in three shift times. 2, page 212. Concierge. The concierge is a superset department from the front office room clerks and cashiers. Concierges serve to elevate a holdings marketable value and its image. They provide the special touch services that basin cater to a guests precise needs. Also, they butt speak several languages. They will assist the guests with a board range of service, such(prenominal) as restaurant reservation, advice on local activities, tickets to show or VSP messages and special request. 6 A receptionist is an employee taking an office/ administrative support position. The work is normally seted in a waiting area such as a lobby front office desk of an brass or business. The title receptionist is attributed to the person who is employed by an organization to receive or greet any suitors, patients, or nodes and cause tele shout out calls. 7 Working in the hotel and hospitality industry requires interacting with people. A hotel night manager Job is multi-faceted.He is responsible for all aspects of the hotel that go on overnight. He needs to be ready to respond to a variety of situations such as late check-ins, intoxicated guests and loud parties. 8 Uniform service. Because of importance of first impressions of client the special responsibility has uniformed stuff. The chief is manager of gusts services. lobby porters,concierge and bellboys,although in some tolls concierges obey to directly to manager of front office. mansion porters first meet guests and communicate with them.Wearer in attractive uniform they stay at the door of hotel ,help them get off from car,call for th em taxi,politely answering the questions of guests roughly hotel and its surroundings. The main function of bellboys is accompanying of gusts and delivering luggage to 6 their lists. They help to people in explaining of working some things in infra twist, they tell them about the prices. 2, page 212 gateway attendants are dressed in impressive uniforms. They greet guests at the hotel front door, assist in peeping the door entrance clear of vehicles and giving guest information about the hotel and the local area in a nice and friendly way. 6 For guest relations managers who work in the hospitality industry, such as in a hotel, their responsibilities include greeting guests, checking them into the hotel, providing information on hotel amenities, anticipating and responding to their needs, listening to and resolving complaints and providing excellent customer service throughout their stay. In short, it is this persons responsibility to promote a peremptory image of the hotel and e nsure guest satisfaction. Functions of the Security section provide in the flesh(predicate) safety for members of the university community and visitors,protection and security of university property,crime prevention and investigation,enforcement of university rules and regulations,provide security for designated functions,reporting hazardous and unsafe conditions regarding university property,security and protection of personal property of the members of the university and their guests, issue of ID Cards, Passes, permissions for various purposes, identification and control of unauthorized persons and animals,lassoing tit the regularize administration,collecting information useful for maintaining law and order in the campus. 10 Reservation is the first contact between hotel and guest. Although this contact fecal matter be recognize by telephone,the first impression about the hotel is forming here. It requires certain skills which screamd telemarketing skills,from the stuff. T he service of reservation usually works from 8. 00 till 18. 0,amount of workers depends on size of hotel. But client must not to think that hotel try to get more(prenominal) out of price. For reservation required many channels telephone,fax,telegram f 7 hotel, unembellished telephone line for corporative clients,tournaments,internet, organization of conferences and meetings,torturer,recommendations of other(a) hotel of this company, telephone of airport, militia selfless come to hotel. Confirmed reservations is reservation confirmed with special notification,send from hotel to client by email or fax. Usually in this notification is showed information about room, the date of arrival and departure,amount of guests,amount of beds,and any special requirements.Guaranteed reservations happens in those typesetters cases when man who reserves room wants o get quarantines for that his order will be done. The list of credit card quarantines payment of room even in case if man dont come ,hotel holds room till arriving of guest. The other form of quarantined reservation is deposit payment. In some cases for avoiding standing of rooms because of no flood tide of expected guest, hotel can ask deposit for one day or the whole time of staying before. For that certain sum of paying is get from the number of credit card. It is reliable method of fighting with no coming of guests. 2, page 211 1. 2 Organizing Salina merchandises of and services.Sales and marketing department. The main function of this department is to sell the room nights and various conferences facilities to various clientele,to sell the room nights to individual guest for slide by purpose,to make the brand image of hotel in the market,to act as an agent for hotel and provide various information of changes and updating. 1 1 Sales and Marketing handle advertisement and promotions for various departments in the hotel. responsible for(p) for increasing sales through attracting new and repeat business a nd responsible for an art and a science. Sales operate from marketing. Sales is the critical link up between marketing and operations.It is the role of sales to help bridge this gap and find ways for the key customer-contact members of the hotel to keep the promise of marketing. 1 ,348-349 p. The organization of sales management is the process of directing the personal 8 selling efforts of a hospitality establishment. Sales or account managers need to manage their day-to-day activity sales team ups need to orchestrate their efforts. Sales account management involves developing, maintaining, and enhancing customer bloods. Sales managers develop expertise for specific market segments, industry segments, and/or customer accounts, and common traits among undefeated ales account executives include self-confidence, high energy, empathy, enthusiasm, and a sense of self-worth.Marketing is giving the targeted customers what they want, when they want it, where they want it, at a price they are willing and able to pay. Marketing begins, transcends, and ends with the consumer. Sales makes sure it happens. l ,353 page The best recommendation is that made by the public, and only when public relations truly works with the public can the property benefit. By putting the public in public relations, the public speaks for you and your property and results in profits through public relations. l ,360 page . See the scheme 4. Hotel Sales director. An individual employed by a business to manage the activities of subordinate sales people, and to develop and work through an effective selling dodge for the business in general. 13 Sales manager spread head&event Responsible for the smooth and seamless operation of the banquet department to assure 100% guest satisfaction and comfort, takes appropriate action to respond to guest complaints, maintains positive guest relations at all times and is responsible for meeting acceptable level of Quality Assurance and guest satisfaction hit for the hotel at all times. 14 A manager of travel trade sales is expansible for promoting a destination to travel agencies and tour companies. Government agencies, individual(a) consulting and research firms and professional associations all employ these managers. 15 Corporate accounts sales manager Promote and sell to assigned group market in specify geographic region.Generate hotel/resort awareness through direct phone sales direct sales calls, trademarks and networking groups. Work closely with sales and marketing team to solicit, sell and confirm group business required to 9 meet budgeted sales goals. 16 Hotel sales executives play a key role in helping a hotel achieve and maintain reparability. They work to build relationships with potence clients, highlighting their facilities as optimum for business events of all kinds. They provide all the necessary information to help clients make informed decisions on the leverage of blocks of rooms and production of special events . 17 1. 3 Organizing service of catering of visitors. feed and beverage department.This department plays a vital role on the delivering the complete service of food and beverage by placing the orders from the hot or cutting plates of kitchen to the customers table in the proper and the hospitality manner. Among the total revenue amass in the hotel, about 40% contribution is directly accredited to F&B department. For proper control and the effective different units or sections which are also called as an outlet. 18 food for thought and Beverage Service is the department which serves food and beverage to the guests. This is the second most revenue producing department of the hotels. Whenever guests want to have sex meal or drinks with great ambiance they visit restaurants and bars.There are so many restaurants with different cuisines, some with live kitchen, pubs, bars and cafe which even operates 24 hours. There are different types of services offered in the restaurant such as buffet service, table of the host and al a cart placard I. E. According to the card. regimen and beverage department includes inner(a) and outdoor catering,Pubs and bars,Restaurants,Cafes,Room service. fare production in this department chef prepares the world class food. each the types of cuisines are made here with different styles of cooking. The chefs prepare delicious food and put their creativity into it. Different cuisines have different kitchen and for each one one has its own specialized chefs.For Kitchen hygiene and cleanliness, hotel has itched stewarding department which clean the kitchen as 10 well as washes the utensils and in clear hotel housekeeping takes safekeeping of cleanliness. feed & Beverage Outlets are divided in to the following categories 1 . Retardants. Restaurants are places where Food & Drink is served. With comparing most of restaurants of hotel distinguish with their inconsistency and originality. And qualification of stuff is higher,but it is disenfranchised for them to work with income. There are various types of Restaurants All Day Dining Restaurants They are usually called as coffee bean Shop or Cafe in Hotels. The main reason why they are called All Day Dining Restaurant is because of their hours of operation, as they are open for Breakfast in the morning to Lunch in the good afternoon to Dinner in the evening.Fine Dining Restaurants Fine Dining Restaurants are characterized by their elaborate and exclusive menu with special emphasis on the very high quality food they serve. Usually the operation of this restaurant revolves almost the soul Chef or Chef De Cuisine of this Outlet. Specialist Restaurants These are Restaurants which usually have a type of National or Regional Character or Cuisine attached to them, for example Italian curio Restaurant, Chinese Specialty Restaurant etc. In some Hotels they do also sometimes have Multi Cuisine Specialty Restaurant, which literally means that Restaurant serves cuisin e from more than one country , or the dishes on the Menu at that Restaurant has Food Specialties from many different countries. loll Lounges can be found in different hotels.Their main purpose is to offer Food & Drinks in comfortable and cozy seating in relaxed surroundings. There are many kinds of Lounges ranging from a Lounge in a Lobby, Cocktail Lounge and Cigar Lounge to administrator and Club Lounge on special Floors. 3. quit Bar is a place where drinks are served. There is usually a small Snacks Menu too. The service is fast and quick. 4. Discotheque/Nightclub They are outlets where medicine and Entertainment takes priority with the Food & Drink. The operation is very fast and the guest numbers 11 are large. Security is an big aspect in these operations. 5. Room Service/Len Room Dining Room Service, also cognise as In Room Dining . T is the service of Food & Drink in Guest Rooms in a Hotel or a Resort. 6. Meeting and Conference Rooms Meeting and Conference rooms together with Ball Rooms come on a lower floor the Banquets surgical incision usually in Corporate and City Hotels. MICE (Meetings, Incentives, and Conferences & Exhibitions) can alone bring a lot revenue in some hotels in comparison to other outlets in Hotel. 7. Ball Rooms These are large Function Rooms which are primarily used for Functions and Weddings. The Staffing ratio of Full Time Staff in this section is very less as the Function and Wedding commercial enterprise can sometimes be seasonal and extra staff is usually filled in by the use of Casual Staff. 8.Others There are many other Food & Beverage outlets ranging from Fast Food Outlets to Food Courts to Snack Bars which are usually stand alone or in a shopping centre. 19 Director of food and beverage obeys to general manager and has responsibility for effective work of these directions cousins, catering,banquet, restaurant,service in rooms,mini-bars,lobby,halls,bars, cleaning and washables dishes. 2,page 234 Cousins is directed b y executive chef,which obeys to director of food and beverage and he is responsible for quality of food and effective work of cousin. Executive chef must not only satisfy but also usurpers requirements of clients for quality,food amount and its service. Executive chef has some vice-chairman souse chefs.So-chefs spend a lot of time for structure and administration,for that direction of work shifts is realized by so-chefs. See the scheme 5. F&B manager he is responsible for implementation of agreed policies for bestow to the catering policies. The F&B manager is responsible for organizing, training,logistics,execution around the Food and beverage responsible. Assistant F&B manager in absence of F&B Manager,the Cast. F&B manager acts as departmental head. In general,he helps the F&B manager in running the 12 department smoothly and acts as his deputy. Quality,food amount and its service. Executive chef has some vice-chairman souffls. O-chefs spend a lot of time for structure and administration,for that direction of work shifts is realized by so-chefs. Restaurant manager he has overall responsibility for the organization and administration of the food and beverage service areas. Reception head host he is responsible for accepting any bookings and maintaining the booking diary up to date. He will reserve tables and allot their reservation to particular stations. Head waiter he has over all change of the staff team in the dinning room and is responsible for seeing that all the duties accessory for the homework for service are well and efficiently carried out and nothing forgotten.Station waiter he must be able to carry out the aforesaid(prenominal) as a station headwaiter and relieve him on washing day off. Floor waiter he is responsible for the service of meals in the apartments. 20 Banquet chef The duties of the banquet chef range from menu planning to manifestation of the final product . Banquet chefs are responsible for overseeing banquet events from s tart to finish. These events may include breakfast buffets, corporate lunch meetings with sandwich platters and individually plated multi-course dinners. The chef participates in menu development, orders the required ingredients and supplies,supervises Junior cooks in food preparation and coordinates the final presentation to the customer. 21 Banquet manager is responsible for achievement of budgeted food sales, beverage sales and labor cost,achieve maximum profitability and over-all success by controlling costs activities,control of Banquet china, cutlery, glassware, linen and equipment,completion of function delivery sheets in an accurate and timely fashion,to supervise and co-ordinate day by day operation of meeting/banquet set-ups 13 ND service,completion of Banquet Bar Requisitions,to assist in menu planning and pricing and etc. 22 An executive steward oversees staff members within the eat facilities of a hospitality facility. In addition to ensuring that diners receive the utmost in customer service, these professionals ensure that all laws and regulations that govern food service planning are followed. The primary duty of an executive steward is the management of a facilitys kitchen and the staff members who work in it.While the steward does not oversee the chef and other cooking staff,all other team embers such as dishwashers, kitchen runners and busboys work under his tutelage. In addition to hiring these professionals,he delegates their duties and supervises their work. 23. A pastry chefs role is not peculiar(a) to creating pastries. For instance, some pastry chefs are charged with managing Junior kitchen staff members. Others are responsible for ensuring that the kitchen remains clean and organized. Many pastry chefs also perform administrative duties such as preparing budgets and ordering supplies for pastry making. 24 14 Chapter 2. hold of Hotel(departments which are invisible at first by guests) As the name suggests these operations involv e the activities which do not take place in front of the guests.For instance, these financial transactions begin the moment when he/ she magic spell waiting for allocation of a room start making phone calls to his/her associates to inform them the arrival or order for something in the lobby itself. The daily night auditors help the back of the office department in the hotel in maintaining the guest accounts. The front of the house, the best sources for experience and the most opportunities for approach pathment lie in the back of the house. The back of the house refers to those operations of the hotel that deal with housekeeping , human resources, purchasing, and engineering, and which are seldom observed by guests. 25 2. Processes dealer to enlisting process,organizing stuff management,training and etc. Human resources department. Human Resources is mainly responsible for the well as induction programmers training employee relations compensation labor relations and staff developm ent. 26 A typical Human Resource Department is carries out the following functions Job analysis and Job description. HER Department is also baffling in designing the Job analysis and Job description for the potential agencies. A Job analysis is the process used to collect information about the duties, responsibilities, necessary skills, outcomes, and work environment of a particular Job.Job descriptions are written statements that describe the duties,responsibilities,most important contributions and outcomes needed from a position,required qualifications of candidates, and reporting relationship and co- workers of a particular Job. Determining wages and salaries. HER Department is also relate in conducting market surveys and determining the wages and salaries for different position in an 15 organization. These decisions may be taken in consultation with top management and the Finance department. Recruitment and Selection. One of the most important jobs HER department is to recrui t the best people for the organization. This is of crucial importance as the success of any organization depends on the quality of its workforce. Training and Development. HER department is constantly keeping a watch over the employees of the organization.In order to change the aptitude level of the employees they have go undergo regular trainings and development programmers. All trainings and development needs are carried out by this apartment. Training qualification include on the Job or off the Job training. Employee offbeat and motivation. Happy employees mean a healthy organization. HER Department conducts various employee welfare activities which might include employees get together, annual staff parties etc. HER department also reviews organizational policies and its impact on the motivation of the employees. Addressing employees grievances. HER department is the link between the workers and the management.Employees grievances related work environment are usually social ise and resolved by the HER Department. Labor management relations. HER apartment has to ensure that these relations are cordial. In case of any labor- management conflict the HER Department will play a vital role in deliverance both management parties to the negotiation table and resolving the issue. Implementing organizational policies. HER Department has to coordinate with line manager and see that the organizational policies are world implemented in a proper manner. Disciplinary action can be initiated against employees who are not following organizational rules and regulations. All these actions are conceived and implemented by the HER department. 27 Another aspect to the human resources management tips for hotels is to implement a clear progression plan that employees can use to advance in rank at the hotel. 16 Perhaps the most important thing for a human resources manager in the hotel business to do is to lead through example. However, if they see the human resources depart ment working hard and providing the best quality of service that they can then the employees will improve their work as well. As you can see, the importance of human resources management for hotels is very great. There are thousands of ways that a human resources manager can make a hotel run more smoothly and more