hotels vocabulary for English as a second language l students

hotel organisation and departments vocabulary.
English for specific purposes.
tourism industry students.

1. Summary Slide
Rooms Division
Front Office
Housekeeping
Reservations
Night Audit
Rooms Division Organization
Diagram–Rooms Division Org. Chart
Hotel Organization
Functional Departments
Interaction of Functional Depts. with the Rooms Division
Practical Areas
Diagram–Guest Interaction
Top Level Management
Diagram–Executive Committee
Department Heads
Diagram–Food and Beverage Department Heads
Diagram–Sales Department Heads
Traditional vs. Revenue-Based Deployment
Diagram–Revenue-Based Deployment
Internet Exercise
Figure 5-1

2. Rooms Division
The rooms division is made up of:
Front Office
Housekeeping
Night Audit
Reservations
What factors may affect the size and
scope of these departments?
Figure 5-2

3. Front Office
The front office is made up of:
Front Desk
Uniform Services
Within Uniform Services:
Bellstand
PBX
Valet Parking/Garage
Concierge
Doorpersons
Figure 5-3

4. Housekeeping
The main responsibilities are:
Maintain guest room cleanliness
Maintain common area cleanliness
Name possible common areas within a
hotel.
Why is housekeeping so important to
the rooms division?
Figure 5-4

5. Reservations
Main responsibility is to sell individual
guest reservations, also referred to as
transient room sales.
Reservations works hand in hand with
group sales to maximize room revenue.
Why is there a dotted line reporting
structure to the rooms division from
reservations?
Figure 5-5

6. Night Audit
Main responsibility is to reconcile the
hotel’s daily financial transactions and
other activities for reporting purposes.
Night audit conducts its activities at
night when the hotel is least busy.
Why is there a dotted line reporting
structure to the rooms division from
night audit?
Figure 5-6

7. Rooms Division
Organization
Led by Rooms Division
Manager/Resident Manager
Department heads include:
Front Office Manager
Director of Services
Department heads with a dotted line to
the Resident Manager are:
Night Audit Manager
Director of Transient Sales
Figure 5-7

8. R oom s D ivision O rganizational C hart
D ir e c t o r o f L o s s P re v e w n t io n
F ro n t D e s k S u p e rv is o r
F r o n t D e s k A g e n t / G u e s t S e r v ic e A t te n d a n t
F r o n t D e s k M a n a g e r
B e lls t a ff
D o o rp e r s o n
B e ll C a p t a in
V a le t P a rk i n g S t a ff
P a r k in g G a r a g e S t a ff
V a le t / G a r a g e S u p e rv is o r
P B X O p e r a t o r
P B X S u p e r v is o r
C o n c e ir g e M a n a g e r
F r o n t O ffic e M a n a g e r
R o o m s I n s p e c t o r/ S e n io r H o u s e k e e p e r
H o u s e k e e p e r s / R o o m A t t e n d a n t s
H o u s e p e r s o n s
A s s is t a n t E x e c u t iv e H o u s e k e e p e r
L in e n R o o m A t t e n d a n t
Ta ilo r / S e a m s t r e s s
L a u n d r y M a n a g e r
H o u s e k e e p in g M a n a g e r/ E x e c u t iv e H o u s e k e e p e r
D ir e c t o r o f S e r v ic e s
R e s e r v a t io n s A g e n t s
R e s e r v a t io n s M a n a g e r
T r a n s ie n t S a le s M a n a g e r
D ir e c t o r o f T r a n s ie n t S a le s
N ig h t A u d it o rs
N ig h t A u d it M a n a g e r
D ir e c t o r o f R o o m s / R e s id e n t M a n a g e r
G e n e r a l M a n a g e r
Figure 5-8

9. Hotel Organization
The following organizational criteria
determine the staffing composition of a
hotel:
A hotel’s size classification
A hotel’s location type
A hotel’s product type (service level and target
market)
What effects would these criteria have on a
hotel’s organizational structure?
Figure 5-9

10. Functional Departments
Most full-service hotels have six main functional
departments. Each of these departments will
exist, in one form or another, regardless of
location type or product type. They include:
Rooms Division
Food & Beverage
Accounting
Human Resources
Engineering
Sales & Catering
Figure 5-10

11. Interaction of Functional Departments
with the Rooms Division
Food and Beverage
Manual posting of outlet charges
Accounting
Night Audit
Currency Control
Human Resources
Staffing
Training
Figure 5-11

12. Interaction of Functional Departments
with the Rooms Division
Engineering
Maintain the quality of the guest room
Hotel infrastructure maintenance
Sales and Catering
Transient room sales
Group bookings
Figure 5-12

13. Practical Areas
Front of the House:
Rooms Division
Sales and Catering
Food and Beverage
Back of the House:
Human Resources
Accounting
Engineering
Figure 5-13

14. Rooms Division
Accounting
Sales/CateringFood/Beverage
Human
ResourcesEngineering
Hotel Guest
Front of the
House
Back of the
House
Figure 5-14

15. Top Level Management
A traditional deployment scenario includes:
General Manager
Director of Food and Beverage
Director of Marketing
Director of Human Resources
Director of Engineering
Controller
Can you name others that may be associated
with a resort or casino?
Figure 5-15

16. E xecutive/L eadership C om m it tee
Director of F ood and B everage
D irec tor of M arketing
D irector of Hum an Resources
D irector of Engineering
Controller
R esiden t Manager/Dir of R oom s
D irector of Grou nds
D irector of R ecreation
G eneral M an ager
Executive/Leadership Team
Figure 5-16

17. Department Heads
These managers are involved in day to
day hotel operations.
Each member of the leadership team
may have one or more department
heads reporting to him or her.
Department head level managers may
in turn have entry level managers
reporting to them.
Figure 5-17

18. E xecutive C hef
D irector of C atering
D irector of C on vention S ervices
D irector of R estaurants
B everage M anager
D irector of Food
and B everag e
Figure 5-18
Food & Beverage Department Heads

19. S ales D epartm ent H eads
Resident M anager
D irector of G roup S ales Director of Transient S ales
D irector of M arketing
Figure 5-19

20. Traditional versus Revenue-
Based Deployment
Employs the concept that room sales are
unique and that food and beverage sales
are separate.
In this revenue-based deployment,
managers who work in a sales (proactive
revenue) capacity report to one leadership
team member, and those that work in an
operational capacity (reactive revenue)
report to another.
This deployment creates the need for a
Director of Operations.
Figure 5-20

21. R e ven u e B a s e d D ep loym e n t
D ire c to r of G ro u p S a le sD ire c to r o f Tra n s ien t S ale s
D ire c to r of C a te rin g
D ire c tor o f M a rk e tin g
E xe c u tive C h ef
D ire c to r o f R e s tau ra n ts
D ire c to r of S e rvic es
F ro n t O ffic e M a n a g e r
D ire c to r of L os s P re ven tion
D ire c to r of O p e ra tio n s
G en e ral M an ag er
Figure 5-21

22. Hospitality Careers
Internet Exercise
As a student of hospitality, you might be
interested in eventually pursuing a career in the
industry.
Many Web sites are available to help you
eventually find a job (several listed here).
Using these sites, search for a job description of
interest.
Compare how the salaries/benefits vary between
chains and independents.
Do the job descriptions vary across the country?
Are the salaries the same? Why or why not?
Figure 5-22

23. Hotel Career Web Sites
http://www.1whcareers.com
http://www.hoteljobresource.com
http://www.hospitalityjobs.com
http://www.hospitalitycareers.net
http://www.hotel-jobs.com
http://www.hcareers.com
http://www.resortjobs.com
http://www.hotelmanagers.net/Homepage.htm
http://www.hotelandcaterer.com
http://www.monster.com
http://www.hotjobs.com
Figure 5-23