Management Structures And Organization Of Hotels

charge Structures And Organization Of HotelsThis module introduces the fundamental concepts of hotel acts. It will help students to acquire the basic knowledge about the hotel business and its operations prior to acquiring to a greater extent(prenominal) knowledge in the field The learner should read the ATHE resources, pack the recommended schoolbook book on this unit and in in all case do their own investigate. larn Outcomes and Assessment CriteriaCentres argon free to offer this the reserves development each path of delivery that meets the pauperisms of their learners. This may be through traditional classroom teaching, open learning, distance learning or a combination of these. any(prenominal) mode of delivery is customd, center fields must ensure that learners stir appropriate price of admission to the resources identified in the detailations and to the subject specia magnetic inclinations deliveringthe units. This is particularly important for learners study ing for the qualification through openor distance learning. The invoke and seminar nones allowd below argon for guidance and it is up to the centre whether they use these or alternative ones. The questions at the end of each unit will form the evidence of understanding. reading Outcomes and Assessment Criteria1. pull in how to categorise the incompatible levels of focal point.1.1 rationalise how the first eminence c ar level differs from middle anxiety level.1.2 Differentiate the descriptor of functions of soulfulness who departs at go past perplexity level.2. attend management expressions and the fashion in which the hotel is organised.2.1 formulate the nature and destiny of management structure in a vauntingly hotel.2.2 Describe and illustrate an organisational structure fitting for a culture fair coatd hotel in a city centre.3. get wind the brilliance of maintaining distinct typesetters cases of nourishment services inwardly a hotel.3.1 realize the distinguishable types of room service available for diet and beverage.3.2 go the management of regimen service in a enceinte hotel. 4. Understand how to appraise the versatile control systems within a study international hotel.4.1 Formulate contrastive ship bedal of cralimentation and storing data in a hotel.4.2 Understand the unhomogeneous instructions of pecuniary control systems in a specific hotel.Introduction to Hotel heed Suggested Lesson Plan1. Understand how to categorise the una equal levels of management.1.1 Explain how the first store management level differs from middle management level.SeminarIn this seminar the subscriber should converse with the students about two disparate seam omnibuss as an example part of first identify management and middle bill management call on the carpetThis lecture should concentrate on front line ply should be highly skilled. concourse dealionThe lector should ask the students to pick the work schedule of a La undry jitney, where teamwork was working and was disrupted by different factors, then facilitate a tidings around this.1.2 Differentiate the variety of functions of someone who works at top management level. rideExplain the variety of functions in a liberal hotel and identify the top management ones.Seminar dispute the paragraph belowA manager may be obligated for one functional bea, just now the general manager is responsible for all aras. Most commonly, the term general manager refers to any executive director who has overall responsibility for managing twain the revenue and cost elements of a companys income statement. This is a lot referred to as profit loss (PL) responsibility. This means that a general manager commonly over conditions intimately or all of the hotels trade and sales functions as wellhead as the day-to-day operations of the hotel. Frequently, the general manager is in addition responsible for leading or coordinating the strategic throwning func tions of the company.In galore(postnominal) cases, the general manager of a hotel is given a different semi ballock title or titles. Most corporate managers holding the titles of principal executive officer (CEO) or president, for example, argon the general managers of their respective businessesSeminarDiscuss the duties of a general managerIn hotels, the usual theater director is the executive manager responsible for the overall operation of a hotel establishment. The habitual four-in-hand holds ultimate authority over the hotel operation and usually reports directly to a corporate office or hotel owner. Common duties of a customary theatre director include hiring and management of a management team, overall management of hotel ply, budgeting and financial management, creating and enforcing business objectives and goals, managing projects and renovations, management of emergencies and some other study issues involving guests, wageees, or the facility, ordinary dealin gs with the media, local governments, and other businesses, and many additional duties. The extent of duties of a hotel General motorcoach vary significantly depending on the size of the hotel and company for example, General Managers of smaller hotels may retain additional duties such(prenominal) as accounting, merciful resources, payroll, purchasing, and other duties that would usually be handled by other managers or surgical incisions in a larger hotel.Group DiscussionDiscuss issues brought up at the lecture and how will this differ with smaller hotels.2. Understand management structures and the way in which the hotel is organised.2.1 Explain the nature and necessity of management structure in a large hotel spill the beansLecturer will use the adjacent structure and rationalise to students.A typical organizational chart for a mid-scale to large hotelGeneral ManagerAssistant Manager or trading operations Manager film director of Room OperationsFront Office ManagerGuest Rela tions Manager(s)Concierge ManagerFront Desk ManagerPBX SupervisorReservations ManagerBell Services ManagerExecutive HousekeeperHousekeeping Manager(s)Director of gross sales sellingSenior Sales ManagerSales Manager(s)Sales Coordinator ply ManagerRevenue ManagerConvention Services Manager(s)Director of victuals BeverageRestaurant Manager(s)Room Service ManagerBar ManagerBanquet ManagerChief EngineerDirector of Human ResourcesDirector of SecuritySpa Recreation ManagerAccounting Manager / ascendenceGroup DiscussionDiscuss issues brought up at the lecture and how this structure will differ with smaller hotels.2.2 Describe and illustrate an organisational structure suitable for a medium sized hotel in a city centreSeminarStudents will use the organisational chart shown above and then design a flow chart for a smaller hotel.3. Understand the importance of maintaining different types of food services within a hotel.3.1 analyse the different types of food service available for food and beverage.LectureTeacher should explain the different types of food services available and students should then write down examples and the type of person who uses them, e.g. business lunch or quick snack. Students can use notes below.There are various types of food services. Restaurants fall into several attention classification based upon menu style, preparation methods and set. Additionally, how the food is served to the customer helps to project the classification.Historically, restaurant referred only to roles that provided tables where one sat down to eat the meal, typically served by a waiter. Following the rise of fast food and take-out restaurants, a retronym for the older standard restaurant was created, sit-down restaurant. Most commonly, sit-down restaurant refers to a casual dine restaurant with table service instead than a fast-food restaurant where one orders food at a counter. sit down restaurants are a frank deal further categorized as family-style or fo rmal.In British English, the term restaurant al about al ways means an eating establishment with table service, so the sit-down qualification is not usually necessary. Fast food and takeaway (takeout) outlets with counter service are not normally referred to as restaurants. Outside of North-America the terms Fast casual-dining restaurants, Family style, and Casual dining are not used. Junk food establishments would also not often be referred to as a restaurant.Group discussionAfter some(prenominal) the Seminar and Lecture the tutor/lecturer should ask the students to write down any questions they lease and partake in researching those questions. The students should then bring those questions and research they take hold undertaken to a smaller group where debate and questioning should be boost3.2 Analyse the function of food and beverage service in a large hotel. LectureExamine the roles of the Food and Beverage department for a hotel business.The Food and Beverage (FB) departmen t in a hotel is responsible for the operation and maintenance of the dining rooms, restaurants. room service (if available), and the bespeaks of any other function such as a meeting or caller that might desire food and beverages.SeminarWhat is the difference in the management of food and beverage services offered by a large hotel compared to a budget hotel.4. Understand how to appraise the various control systems within a major international hotel.4.1 Formulate different ways of creating and storing reading in a hotel.SeminarDiscuss how the knowledge hotels get from guests including personal and bank cards and how they are stored in a secure way4.2 Understand the various ways of management control systems in a specific hotel.Lecture 2 The lecture can be based on definition and examples of management control.Management controls, in the broadest sense, include the plan of organization, methods and procedures adopted by management to ensure that its goals are met. Management contro ls include processes for planning, organizing, directing, and controlling programme operations. A subset of management controls are the internal controls used to assure that there is stripe or timely detection of unauthorized acquisition, use, or disposition of the entitys assets.Simons (1994) defined MCS as the formal, data-based routines and procedures managers use to maintain or alter patterns in organizational activities.SeminarIn this seminar the lecturer should discuss with the students utensils Inventory control of every department. unit 2-Hotel lag ManagementThis unit is to help students understand the importance of give in a hotel.Learning Outcomes and Assessment CriteriaImportance of briefing of hotel staff weak coaching gives staff developmentAppraisal and training gives motivation to staffStaff co-ordination keeps mature team work within the assiduityHotel staff require speaking skillsExplain GMs working process of a hotelExplain all departmental heads duty rosta 1. Understand efficient methods of communication for hotel managers when managing staff.1.1 Examine the different methods of communicating with staff in a large hotel.1.2 Analyse the importance of the management of staff coordination within a large hotel.2. Understand hotel organisational charts2.3 Explain wherefore lines of authority are particularly important in a large metropolitan hotel.2.4 Evaluate the importance of two organisational rules and regulations.3. Understand how to review and comment on the management organisational structure of different types of hotels.3.1 ornament the chain of command in a small hotel by development a Management Organisational Chart.3.2 Explain the nature and necessity of a complex structure in a large hotel.4. Understand increase opportunities within the hotel intentness.4.1 Analyse the career path within one department of a large hotel.4.2 decorate using a diagram the place of the hotel manufacture as one of the components of the Touri st diligence.Hotel Staff Management-Suggested lesson plan1. Understand effective methods of communication for hotel managers when managing staff.1.1 Examine the different methods of communicating with staff in a large hotel.LectureThe lecturer should select a large hotel and discuss the different methods of communication available for both guests and staff. This would depend on the size of the hotel. The students should then be given an assignment where they would imagine a large hotel in a city where many of the staff and guests pay off lesser knowledge of English and how to communicate messages.Group discussionContinue from lecture and discuss.1.2 Analyse the importance of the management of staff within a large hotel.Lecture can be based on following notesSmall- and medium-sized firms employers accredit the time value of their staff in driving forward business triumph according to a recent survey based on a telephone interviews with 500 SMEs. However, too few SMEs nidus on the need to motivate staff other than by financial incentives.83% of the SME directors/senior managers surveyed see employees as their businesss most important asset, while 63% believe that attracting and retaining staff is as important to an enterprises success as providing good customer service.However, the report, plurality Management in Growing Companies, commissioned from MORI by gusinessHR, a SME gay resource advisory specialist, also examines SMEs behaviour in terms of white plague and policies in the light of these opinions. It reveals that SMEs are not necessarily reflecting their views in their actions.A discover finding is that SMEs are concerned with their employees commercial enterprise satisfaction and staff motivation, but as many as 86% feel that financial incentives pay and benefits will do the trick in attracting and retaining staff. Only 28% cited good training and development opportunities for employees as important, with just 25% viewing achieving a good balance between work and home life as significant. An overview of SME human resource policies illustrated that they tended to a greater extent towards cling toing the employer than nurturing the employee. 96% have formal employment contracts, 93% have disciplinary/dismissal procedures, and 88% have health and safety assessment audits and grievance procedures. Only about three-quarters have staff training and development plans and less than two-thirds have a formal idea system in place.Businesshr managing director Ian Stobie commented, Skills shortages and the rising costs of recruiting staff mean that it is vital for SMEs to retain key staff if companies wish to grow.Throwing money at someone who is bored will not buy their committal or ensure consistent, outstanding performance.Interestingly, the larger SMEs (those with over 100 employees) tended to be more concerned about motivating and retaining staff, and their productivity, and placed more value than smaller companies on tr aining and self-development, as well as having more systems and policies in place which motivate and support employees. 91% of larger SMEs have staff handbooks, 85% training and development plans and 80% have an appraisal system.Manager of Advisory Services at businesshr, Tom OReilly, explained, you can think like a corporate but on a smaller scale. SMEs need to get to the root of the issues that make a motion their employees rather than just increasing their salaries, for example.There are a variety of sources to tap about human resources issues, but a recyclable starting point for smaller businesses, is the Small Business Advice Service, managed by the subdivision of Trade and Industry. Its website is at www.businessonline.org .For a copy of the report, visit www.businesshr.net/businesshr_27cApril.pdf .With thanks to Lloyds TSB Success4Business. For more news and data visit www.success4business.com 2010 Association of Tourism hospitality ExecutivesGroup discussionDiscuss and answer questions on case study.2.Understand hotel organisational charts2.1 Explain why lines of authority are particularly important in a large metropolitan hotel.LectureOrganizational structure involves, in addition to project organizational strangulateary considerations, the designation of jobs within an organization and the relationships among those jobs. There are numerous ways to structure jobs within an organization, but two of the most basic forms include simple line structures and line-and-staff structures.In a line organization, top management has complete control, and the chain of command is clear and simple. Examples of line organizations are small businesses in which the top manager, often the owner, is positioned at the top of the organizational structure and has clear lines of distinction between him and his subordinates.The line-and-staff organization combines the line organization with staff departments that support and advise line departments. Most medium and larg e-sized firms exhibit line-and-staff organizational structures. The distinguishing characteristic between simple line organizations and line-and-staff organizations is the quadruple layers of management within line-and-staff organizations. The following sections refer primarily to line-and-staff structures, although the reinforcements and disadvantages discussed apply to both types of organizational structures.Several advantages and disadvantages are present within a line-and-staff organization. An advantage of a line-and-staff organization is the availability of technical specialists. Staff well(p)s in specific areas are incorporated into the formal chain of command. A disadvantage of a line-and-staff organization is conflict between line and staff personnel.Group discussionQuestions and discussion relating to case study.2.2 Evaluate the importance of two organisational rules and regulations.Seminar In this seminar the lecturer should discuss different organisational rules and r egulations.Group discussion After both the Seminar and Lecture the tutor/lecturer should ask the students to write down any questions they have and partake in researching those questions. The students should then bring those questions and research they have undertaken to a smaller group where debate and questioning should be encouraged3. Understand how to review and comment on the management organisational structure of different types of hotels.3.1 Illustrate the chain of command in a small hotel by using a Management Organisational Chart.LectureThis lecture should focal point on General Managers working process of a hotel increase businessSeminarIn this seminar the lecturer should discuss about duty rosta of departmental heads3.2 Explain the nature and necessity of a complex structure in a large hotel.LectureThis lecture should focus on explain types of chain association and clear up types of chain associationSeminarIn this seminar the lecturer should discuss explain the manageme nt contract in a large hotel.4 Understand cash advance opportunities within the hotel industry.4.1 Analyse the career path within one department of a large hotelLectureThis can be based as below.Career in the Hotel IndustryOverviewThere are numerous job opportunities available within the hotel industry due to the many different departments that dedicate to the smooth running of an establishment. These include both front and back of class operations such as housekeeping, maintenance, reception, and food and beverage. Additionally, all hotels need a manager and some have individual department managers reporting to a general manager, thus providing opportunities for promotion. Also, the larger chains will often employ area managers who are responsible for the management of a network of hotels.No matter what position you undertake within a hotel, the primary(a) focus of the role will be to ensure that optimum service standards are delivered to guests and visitors to the premises. On the reception desk, you are the first point of contact for guests checking in and out of the hotel, and will therefore have to deal with enquiries and complaints on a daily basis. In the restaurant and bar areas, you are responsible for the role of food and beverages served to the guests. As a housekeeper, you are accountable for the condition of the bedrooms and the normal areas of the hotel. Hotel managers are accountable for all hotel functions as well as the administrative and accounting duties associated with the management of the premises. Additionally, hotels with bars must be compliant with statutory licensing regulations and it is the responsibility of the manager to ensure that this is maintained.Due to the nature of the business, working in a hotel involves unsociable hours with many hotels often busier at weekends and on public holidays. It is essential to be passionate about customer service and all customer-facing roles require excellent communication and interperso nal skills. Hotel managers need to have secure business acumen and the ability to implement effective merchandiseing strategies to change the hotel to remain profitable in what is a highly competitive industry sector. There will always be complaints received from guests and customers so a professional approach is important as is the ability to deal diplomatically and tactfully with any incidents that occur.Entry requirementsThe hotel industry is one that benefits more from the disposition traits of its staff rather than their standard of education, although for progression to management level it is realistic to undertake HNC, HND and degree qualifications in Hotel and Hospitality Management. Most of the larger hotel chains, including Marriott, Travelodge, Ramada and surpass Western, offer training courses leading to the achievement of NVQs or SVQs in Hospitality Service, Hospitality Supervision and Hospitality Management.Progression opportunitiesAt entry level, the hotel indus try is not necessarily one that pays particularly well although this does improve with progression to management level. Some of the larger hotel chains also have establishments in other countries so if you have a desire to work overseas, the hotel industry can offer excellent opportunities to those willing to learn a alien language.SeminarIn this seminar the lecturer should discuss a career in a specific department e.g. housekeeping.4.2 Illustrate, using a diagram, the place of the hotel industry as one of the components of the Tourist industry.LectureThis can be based on following case study In the modern times, the way hoi polloi spend their vacations has undergone a great change. People like to spend good times with family and friend while at the alike(p) time exploring various tourist places across the globe. As a result the tourism industry across the globe has seen an unprecedented growth which in turn has also resulted in tremendous growth in the hotel and appointment fac ilities.Comfortable hotels and allowance facilities play a very important role in popularizing any tourist destination. If a person, who is instead far away from home, gets to enjoy the same facilities and comforts as he enjoys at his home, then he is bound to become attached to the place. On the other hand if the tourist ends up at a place where the hotels and accommodation facilities are not satisfactory, it is instead likely that he might never return to that place.Perhaps that is why, hotels and accommodation facilities being made available at different tourists dapples, have shifted the focus to providing maximum comfort to tourists at reasonable rates. It is also vital to provide comfortable accommodation to people from diverse economical backgrounds. While louver star hotels can cater to the inevitably of affluent visitors, small and medium range hotels and lodging houses are available for use by a middle class traveler.Blog reviews are also vital in that information ab out all the hotels and accommodation facilities available in a particular tourism spot are available to people quite easily. For this there can be no better option than network, as most tourist gain information about the hotels and accommodation facilities through this medium only. The other ways are by making booklets containing information about the hotels and accommodation facilities available at train and bus stations.The information provided to the tourists should be detailed and correct. It should contain the information related to room rentals, types of rooms, catering services, check out times, pick and drop facilities etc. Additional information about the significant tourist spots in the area can also be provided both on the net as well as the booklets, to promote not only the hotel but the tourist spot as well.There are many websites available on the internet which are based on travel and tourism. You can get information regarding hotel accommodations, tourists place, and business blog reviews sight scenes. You should search these websites to make your travel well-situated and plan things accordingly. Through blog reviews you can get the link of such websites that are truly genuine and will provide you with travel packages into many countries. Read these blog reviews and you will know better.Article Source http//EzineArticles.com/?expert=Suman_AhliyaSeminarIn this seminar the lecturer should discuss relation between hotel and tourism and how hotels are an integral part of the tourism industry.Unit 3-Marketing of AccommodationExplain pricing strategyUnderstanding Client behaviourKnowledge of Market look for and PlanningMarketing to organizeManage the retail market mergeAnalyse SWOT1. Understand how selling principles apply to different types of hotels.1.1 Examine the components of the marketing mix as utilize to the hotel industry.1.2 Analyse the benefits of segmentation for a large hotel.2. Understand the marketing strategies and communication strategies of hotels.2.1 Analyse the advantages of vaneing in relation the hotel industry.2.2 Prepare a detailed SWOT analysis for a large chain of hotels.3. Understand how two sales promotion packages are used to promote hotel services.3.1 Evaluate two external influences which may affect the promotion of hotels.3.2 Analyse three marketing objectives to be used in the planning of a promotional campaign.4. Understand the part which market research has in the selling of accommodation and services4.1Compare and contrast the advantages and disadvantages of both primary and secondary research.4.2 Illustrate how two internal and two external sources of information can be used by a hotel when promoting holidays.Marketing of Accommodation-suggested lesson planDo the case study on Riverview and ask questions.1. Understand how marketing principles apply to different types of hotels.1.1 Examine the components of the marketing mix as applied to the hotel industry.Lecture Explain how the marke ting mix is directly responsible for maximising room sales and revenues in a hotel.SeminarIn this seminar the lecturer should explain pricing strategy1.2 Analyse the benefits of segmentation for a large hotel.The tutor will need to explain what segmentation is and then discuss the list below and whether all of these would apply to a hotel marketing.Companies who segment their markets match their strengths and offerings to the groups of customers most likely to respond to them. Points for discussion. Differentiate products and services to meet customer unavoidably and desires. Design or redesign new products and services to meet market needs. Find hidden needs and make improvements to existing products. By selecting and focal point on the most responsive segments to the exclusion of others, marketing can be created to more effectively fit consumers needs. Finding, understanding and focusing on the needs of the best customers can make a market leader. Target marketing mix to the cu stomers most likely to want the products or services see behaviours and buying motives for products. Identify most and least profitable customers. Help. Avoid abortive markets. Increase brand loyalty and decrease brand switching.2. Understand the marketing strategies and communication strategies of hotels.2.1 Analyse the advantages of branding in relation the hotel industry.LectureIn this lecture the lecturer should discuss with the students branding systems in International MarketingGroup discussionSrudents should have had photographic evidence of branding of major hotel chains and discuss usefulness in marketing on a global scale.2.2 Prepare a detailed SWOT analysis for a large chain of hotels.LectureProvide an explanation of the case study below and advise the students on what they should do.Case studyRiverview HotelThe HotelThe Riverview Hotel, Notown USA, is representative of the five-spot star brand within the Exclusive Business Hotels of the World group. all(a) Riverview H otels are boutique properties, offering between 25 and 35 undivided rooms.MissionThe Riverview Hotel is dedicated to providing its guests with the highest quality of service and standards. We seek to deliver on our promise of value and quality above all else. We value our place in the community and will work to develop those relationships and to respect and protect our surround.We will continue to strive to create value for both owners and shareholders whilst ceremonial our brand values and encouraging our personnel to develop themselves in an environment of trust, loyalty and encouragement.Service OfferingService high-quality facilities accompanied by admonitory personal service, differentiated from competition in line with the overall brand strategy, has proven to be a successful approach generating high levels of buy up business.PositioningThe Riverview Hotel is positioned as a five star plus, business travellers hotel, strategically located and offering a high level of perso nal service. Our focus is on offe