ü When
we try to see the hotel business as an outsider, we always conclude it as
pretty simple. But as a hotelier, this task is not that simple. In the hotel
business, there are many factors which help the hoteliers to grow their
business. One of the most important factors is the Hotel Organization.
ü Organizing means manage every little movement occurs in
the hotel and handle everything with care and a professional manner. It is the
function of maintaining relations between hotel and customer. Its primary aim
is to take hotel business to a high level by fulfilling the objectives.
ü Here
we are going to see the departments which work day and night with full
potential and enthusiasm to provide the best quality service to customers.
Organizational structure defines proper communication and coordination between
two departments. It helps to maintain, enhance customer service,
accountabilities, and helps to resolves internal flaws. Proper structure is the
sign of guaranteed business for hotel. It increases sales and market value of
the hotel. This challenge should be accepted by each hotelier to create an
extraordinary organizational structure and follow its lifetime.
ü The
secrets behind the exceptional hotel business are their organizational
structures, which focus on genuine and valuable service to the customers. The
ultimate power of hotel management is building a powerful organization with
zero flaws, which is the key to reach to the top in the industry. You are aware
of my experience in a hotel where the lack of enthusiasm and coordination of
staff members imprinted the dull image of the hotel in my mind. These kinds of
structures and moments become the cause of failure of the hotel business.
· So now you are going to see the organization
departments which prevent the above-stated situation:
v
Departments:
1. Front office:
ü Front office department has a primary role in hotel
organization. It is the heart of the hotel. The front office department is
liable to stay connected with customers from their entrance to exit. The
service they provide captivates the customers to visit again.
ü They monitor the customers’ movements and satisfy the demand of
customers on time. They assign them rooms and maintain their records. They take
care of the deposit and refund of every customer. They handle the bookings and
data entry.
ü
They have to answer all the inquiries and queries from the
customer in a positive, compassionate, and humble manner. They manage to
interact with customers to the end of their stay from the entry time. They take
care of personnel and departmental needs. They maintain coordination with other
departments to accomplish the ultimate goal of the hotel.
ü
They have another vital role to play, hiring and training of
employees. They recruit new members of staff by interviewing them and decide
the salary package according to the skills and abilities of the interviewee.
They also organize the schedule and shift of employees. Then they also maintain
a record of staff members and inspect their work.
2.
Housekeeping:
ü The housekeeping
department is the second most prominent area of hotel organization. It is
liable for the appearance of guestrooms and other facilities. They are
accountable for the convenience of the guests in their rooms during their stay.
ü This department works
24×7×365 with full efficiency, and its goal is to maintain customer
satisfaction. The housekeeper cleans the guest rooms, exchange used towels,
linens, toiletries, and other handy things in the guest rooms, with new and
fresh ones. Housekeeper also cleans the toilet, maintains furniture, and
refurbishes the room if required.
ü Besides these, they
also maintain the cleanliness of the lobby, foyers, restrooms, banquet hall,
swimming pool, gym, and other amenities. They also operate the laundry service.
They maintain the hygiene of customers and satisfy their demands. They upkeep
the standard of the hotel and feel pride in doing that.
ü The reputation of the
hotel, increases, if the housekeeping department provides comforting and
courteous service thoroughly. Their service helps the hotel to gain the
customers’ trust, and the pleasant customer makes more business in the future.
3.
Food and Beverage Service:
ü Food and beverage
services are associated with the happiness of guests. In India, we say that “The path to the happiness of a person goes through his stomach.” This unit
works towards the satisfaction of guests’ taste. It constitutes of the kitchen
that prepares meals, and the bars, coffee shops that make and serve beverages.
They maintain the quality and hygienic during the production of foods and
drinks.
ü The outlets of food and beverage service are restaurants, bars,
casinos, coffee shops, quick-service restaurants, clubs, and catering services
on special occasions. They sell and serve premium quality foods and beverages.
They have their costing and menus according to the costing and try to manage
the sales, which are affordable to customers.
ü
The responsibilities of food and beverage servers are to arrange
tables or counters for customers, attend customers, prepare stocks on the
table, take and serve orders, give bills to the customers, take payments from
customers, etc. They give respect to the consumers and accept their orders with
sincerity and patience. They have proper knowledge related to their service and
have the skills to communicate with customers. They solve the customers'
doubts. They try to explain the items listed in the menus.
ü As the market for food and beverage is increasing these days,
the demand for professionals is also rising. So career options in this field
are high. This sector of business has attracted the youngsters very positively.
So the scope for career building in this sector is open to everyone.
4.
Uniformed Services:
ü
The uniformed service department is the closest to the customer.
This department primarily focuses on customer service and nothing else. They
are devoted to helping customers by their specific functions. This department
is also known as the guest service department. The employees of this department
are classified and known as followed:
I.
Bell Attendants:
·
They receive guests
and support them in transferring their luggage, from the door to their
rooms.
·
They guide guests to
their rooms.
·
They can also use
carts or luggage trolleys to transfer the baggage.
·
They introduce and
aware the customers to the facilities and amenities of the hotel.
·
They arrange the
luggage of customers in the storage room.
·
They also deliver
mails, messages, and packages to the customer.
II.
Door Attendants:
·
They receive guests
when they arrive at the gate of the hotel.
·
They open up the gate
of cars of the customers and assist them in unloading the luggage and transfer
it to the entrance of the hotel.
·
They regulate the flow
of traffic.
·
They are also
responsible for hailing taxis on demand of customers.
III.
Valet Service:
·
This service is
available at luxury hotels.
·
They are responsible
for taking care of the personal vehicles of customers.
·
They park the vehicles
and give the receipt of parking to the customers.
·
They are licensed and
trained drivers.
·
They keep the keys at
secured area.
·
They only hand over
the keys to the responsible person who shows the receipt of the vehicle.
IV.
Transportation Service:
·
The liability of
maintaining the prestige of the hotel relies on this department. They are the
first to come into contact with the customers.
·
The servicemen should
be more humble, respectful, and friendly to the customers.
·
This service offers to
pick up the customers from the pick-up point and drop them to the hotel.
·
This department also
takes care of their transportation to any places they want during their stay at
the hotel.
·
They inform them about
the hotel services and facilities before arriving at the hotel.
V.
Concierges:
·
These are the most
qualified servers, among others, cited above.
·
They are full of
resources and make everything available to the customers.
·
The most qualified
concierge should be multi-lingual.
·
They offer services
like making hotel bookings, ticket bookings of theatre, sports events, clubs,
and any other specific events.
·
They also manage
transport services.
VI.
Security Service:
· I have included this
department in the uniformed services.
· They are responsible
for the safety and security of the hotel and the guests arrive at the hotel.
· The recruitment of the
security guard is very crucial. The guard should be faithful, physically and
mentally fit, and alert all the time.
· The guards equip the
security room and from there they can keep their watch on the activities
happening inside the hotel.
· They are also
responsible for the security of the parking area.
5.
Sales & Marketing
Department:
ü There are several levels in this department
like sales and marketing executives, sales and marketing managers, and finally
the sales and marketing director. They all work together as a team toward the
goal of increasing hotel revenue.
ü They conduct market study and plan their
future projects according to the behavior of the market. They plan and execute
sales strategies and negotiate with the customers. They also promote their
business via promotional events and campaigns.
ü They get the customers’ feedback and try to
reach the demands and suggestions proposed by customers. They build customer
relationships and promote their facilities in the market.
ü They do proper research about their current
status and follow the numbers. They strive to accomplish their targets and
overpass them if attainable. They stick
to the plans and track the metrics and develop the reports.
6.
Engineering and
Maintenance:
ü Engineering and maintenance department work
for the safety and security inside the field of establishment. They strive to
save energy as much as possible. They use energy saving equipments and
procedures by taking into consideration the cost.
ü This department comprises of engineering
fields like civil, mechanical, electrical, electronics, energy and waste
management, fire hazard protection, etc. This department is responsible for the
maintenance, service, repair, change, fitting, fixing, and maintain records of
hotel assets. They control the power supply, water supply, fresh air supply
through conditioning the Air Conditioner and cooler, and other engineering
equipments.
ü They manage proper records of all the
equipments and properties. They maintain them according to the provision and
planning. They take care of safety during any operations and also provide an
efficient and reasonable service to the hotel.
7.
Account Department:
ü The accounting department is liable to prepare
and manage the records of finance and accounts of the hotel. They maintain the
cash flow.
ü The incoming cash flow is considered as cash
receipts, which are governed by the accounting department. They ensure that the
customer gets the invoice of the cash receipts for the service provided to
them.
ü The outgoing cash flow is known as cash
disbursements. This offers to pay the amount of any purchase of goods and
assets from the suppliers and vendors.
ü The payroll service is also handled by this
department. They make sure the payment of employees on time as per their wages
decided. They are subject to pay taxes and loans.
8. Human Resources:
ü The HR department is responsible for
maintaining the coordination between all departments. They stand for the unity
of all the employees work in the hotel. This department is liable to boost the
enthusiasm and moral power of the employees.
ü This department recruits qualified person and
provide the proper training. They assign the role of every employee and decide
their salary packages as per their skills and experiences, and they also give
increment to the employees.
ü They maintain records of employees’ data and
their attendance. They give bonuses and rewards according to the performances
of employees.
ü They protect each employee. They also follow
the labor laws. The chief purpose of this department is to support human rights
and maintain the ethics.
These all departments work towards the growth of the hotel by
providing the best service, maintain good relations with customers, and
professional behavior maintaining business ethics.
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