Transcript 投影片 1 - 朝陽科技大學

Hotel Management and
communication
Reporter : Shu-Li, Hsu
Learning Objective
• Creative an organization chart
• Classify functional areas by revenue or
support centers
• Classify functional areas by front-of the-house
and back-of-the-house
• It may divide its structure into functional areas
by either revenue and support or front-of-the
house and back-of-the-house
3B
Impact of Personal Presentation
7%
Verbal
38%
Vocal
55%
Visual
100%
Total Impact
Organization Chart: Management Positions in a Full-Service Hotel
Organization Chart: Rooms-Only Hotel
Organization Chart
• A common way to represent an organization’s
structure is the organization chart. An
organization chart is a picture of the relationships
between positions within an organization. It
shows where each position fits in the overall
organization, as well as where divisions of
responsibility and lines of authority lie. Solid lines
on the chart indicate direct-line accountability.
Dotted lines indicate relationships that involve a
high degree of cooperation and communication,
but not a direct reporting relationship.
Apply Your Learning
1. What does a dotted line on an organization
chart stand for?
2. What does a solid line on an organization
chart stand for?
3. Which of the following departments would be
considered a support center?
• a. Reservations
• b. Front desk
• c. Auditor
• d. Hotel lounge
4. Which of the following departments would not be
considered front-of-the-house?
• a. Laundry
• b. Switchboard operators
• c. Security
• d. Housekeeping
Hotel Divisions and Departments
• Engineering and maintenance
• Marketing and sales
• Accounting
• Human resources
• Security
• Rooms Division
• Food and Beverage Division
HOTEL DIVISIONS AND DEPARTMENTS
• The rooms division provides hotel services directly
to the guests. Departments within the rooms
division include front office, telecommunications,
reservations, uniformed services, and
housekeeping.
• The food and beverage division is a revenue
center that includes all of the food and beverage
operations. A property may have restaurants,
lounges, coffee shops, dining rooms, banquet
services, room service, and meeting room
services. Alcoholic beverage sales are usually a
separate department within the food and
beverage division.
• The engineering and maintenance division
takes care of the interior and exterior of the
property.
• The marketing and sales division handles
sales, convention services, advertising, and
public relations.
• The accounting division handles the financial
activities of the operation.
• The human resources division handles all
issues related to employment.
• The security division helps ensure the safety
and security of guests, visitors, employees,
and the hotel property.
Apply Your Learning
• Please write all answers on separate sheet of
paper.
1. List the departments that make up the rooms
division.
2. List the activities that food and beverage
divisions engage in.
3. What are the responsibilities of the
engineering and maintenance division?
4. Why has the human resources division
become more important in recent years?
5. What are some of the duties performed
by the security department?
AFTER STUDYING SECTION YOU
SHOULD KNOW HOW TO:
• Create an organization chart
• Classify functional areas by revenue or support
centers
• Classify functional areas by front-of the-house
and back-of-the-house An organization requires a
formal structure to carry out its mission and goals.
It may divide its structure into functional areas by
either revenue and support or front-of-the house
and back-of-the-house (also known as heart-ofthe-house).
Lovely reminder
• Give opportunities to move around in your job
posts; do not be afraid to come out of your
comfort zone.
• Arrive earlier and leave later than the boss, allow
yourself to have more work to do.
• Keep learning, whether you are good at it or not.
• Participate in various social clubs and know more
people from different job posts.
• Have one more heart when treating people or
affairs; be concerned about the needs of other.
Thank you for your listening
• [email protected]
• [email protected]