Pertemuan 3

Mata Kuliah : Pengantar PerhotelanTahun : 2013Pertemuan : 6Struktur Organisasi Hotel

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Topics

• The importance of organisation structure

• Approaches in hotel structure

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Learning Objectives

The students are able to

• Identify the importance of organisation structure

• Differentiate types of structure

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The Importance of Hotel Structures

• Why need a structure?– Human intensive industry– Commercial business– Working mechanism

• The importance of structures …– Relationship between authority and

responsibility – Departementalisation– Job description dan job specialisation– Operation flows

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The function of organisation structure

• It is a method of work to have a total control over a hotel from beginning to end.

• Many people find it motivating to see the result of their efforts.

• It increases worker productivity and efficiency.

• It delegas jobs that increases the need formanagerial control and coordination.

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Example of A Small Hotel Structure

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Example of A Big Hotel Structure

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Traditional Approach of Hotel Structures

• Board of Commisioners – the owners of the hotel (shareholder)

• General manager - responsible for defining and interpreting the policies established by top management. The general manager serves as a liaison to the hotel’s owner or corporate parent, sets (or communicates) the overall strategic course of the hotel, sets hotel-wide goals, coordinates activities between departments, and arbitrates interdepartmental disputes.

• Board of Directors

• Department head

• Resident Managers - acting GM in the GM’s absence, representing the GM on interdepartmental hotel committees,

• Managers, Supervisor, Rank and file – hotel workers (casual and permanent)

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Functional Approach of Hotel Structures

• Functional

– Rooms

– Food and Beverage

– Marketing and Sales

– Human resources

– Finance and Accounting

– Engineering

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Common Departments in Hotel Structure

• Rooms Department - Typically, the rooms department (some called the front desk department) includes reservations, the front office, housekeeping, and telephone or PBX.

• Food & Beverage Deparment -The primary function of the food and beverage department is to provide food and drink to a hotel’s guests.

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Common Departments in Hotel Structure

• Marketing and Sales Department- The primary responsibility is to make up the marketing and selling of the hotel facilities and services to individuals and groups.

• Human Resource Deparment – It serves no customers, books no business, and prepares no meals, yet it plays a vital role in a hotel’s efficient operation.

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Common Departments in Hotel Structure

• Finance and Accounting Department - Its traditional role is recording financial transactions, preparing and interpreting financial statements and providing the managers of other departments with timely reports of operating results (line functions).

• Engineering Deparment – The responsibilities include preventive maintenance; repair; replacement; improvement and modification to furniture, fixtures, and equipment (FFE); and ensuring uninterrupted provision of utilities (gas, electricity, water)

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Specific Approach in Hotel Structure

Guest Contact AreaOperating

Department

Front of

The House

Back of

The House

Front Office

F&B Service

Housekeeping

Human

Resource

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Specific Approach in Hotel Structure

Cost and RevenueOperating

Department

Revenue Cost

Marketing

Finance

Front Office

F&B Service

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Span of Control

Wide Span of Control – Example: Housekeeping & F&B Services

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Future Organisation of Hotels

• The future success of a hotel will be driven in large part by the ability to foresee and capitalize on change.

• These key organizational trends must be acknowledged by the successful hotel organization

‘visionary leadership, globalization, diversity, flexibility,flatstructure, customer focus, zero defects, network orientation, and being in the information fast lane.’

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Span of Control

Narrow Span of Control – Example: Marketing & Finance

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Career Path In Hotel

1. Assistant manager of the reservations department

2. Reservations department manager

3. Rooms department manager

4. Resident manager

5. General manager

6. Regional manager

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Conclusion

• The four basic components of organizational structure include job specialization, departmentalization, patterns of authority, and span of control.

• Successful managers enjoy certain common characteristics including providing clear direction, feedback, and recognition; encouraging open communication and innovation; and establishing ongoing controls.