Hotels And Facilites Management

Hotel Organization Chart for Large hotel

An organization requires a formal structure to carry out its mission and goals. A easiest way to represent that structure is by a organization chart. Below you can find a sample format of Organization chart which shows the management positions in a Luxury or world class hotel.

How to define Hotel Missions and Goals?

Organizational Missions:

Every organization has a reason or purpose to exist. This forms the basis for the organization's Mission statement. An organization's mission can be expressed in a mission statement, which defines the unique purpose that sets one hotel from another.

From the mission statement hotel employees should be able to derive a sense of purpose and direction to hotel policies.

For Example , a hotels mission may be to provide the finest facilities and services in the market while providing a good place to work for its employees and a reasonable return for the investments by its owners.

Mission statement should address the following three main constitutes:

• Guests

• Hotel Management

• Employees

Guests:-

Mission statement should address the basic needs and expectations of their guests. We can assume that all guests will have the basic expectations:

1. Safety and security of the hotel.

2. Clean, comfortable rooms and public areas.

3. Professional and friendly staff.

4. Well maintained facilities and equipments.

5. Service.

Hotel Management :-

Hotels mission statement should reflect its management philosophy. Since styles of operation differ, mission statements will very from property to property. A mission statement guides managers in their jobs by identifying the hotels basic values. Above all the hotel's mission is one of the principle means, it uses to distinguish itself from other hotels.

Employees :-

Mission statement should help the hotel employees meet or exceed the expectations of both guests and management. A mission statement can also serve as a basis for job description and performance standards and as an introduction to the property for new employees. This should also appear in the employees handbooks and training manuals along with the job description.

Example of a mission statement:

"The mission of our hotel is to provide outstanding lodging facilities and services to our guests. Our hotel focuses on individual business and leisure travel, as well as travel associated with groups meetings .we emphasize high quality standards in our rooms and food and beverage divisions. We provide a fair return on investment for our owners and recognize that this cannot be done without well trained , motivated and enthusiastic employees."

Goals :-

Goals are those activities and standards and organization must successfully perform or achieve to effectively carry out its missions. A Goal is more specific than a mission; it requires a certain level of achievement that can be observed and measured. Measurable goals encourage hotel employees to perform effectively while enabling management to monitor employee progress. Management can determine whether goals are being achieved or whether corrective action is necessary.

Examples of measurable front office goals:

o Increase the hotel's average occupancy level by two precent above the previous year's level.

o Increase the volume of repeat guest business by 10 percent.

o Collect GSTS card from 95 percent of all guest while checkout.

o Reduce Check-in and check-out times by two minutes.

Types of Hotels or classifcation of hotel by type:

Hotels are classified according to the hotel size, location, target markets, levels of service , facilities , number of rooms , ownership and affiliation etc.

1.Size - Or number of rooms

Under 150 rooms

150 to 299 rooms

300 to 600 rooms

More than 600 rooms

2.Target Markets

Hotel target many markets and can be classified according to the markets they attempt to attract their guests. Common type of markets include business, airport, suites, residential, resort , timeshare , casino , convention and conference hotels .

o Business Hotels: - These hotels are the largest group of hotel types and cater primarily to business travellers and usually located in downtown or business districts . Although Business hotels primarily serves business travellers , many tour groups, individual tourists and small conference groups find these hotels attractive. Guest amenities at business hotels may include complimentary newspapers, morning coffee, free local telephone calls , Break fast etc. In addition to this facilities like access to business centre , personal computer , Wi-Fi and fax machines also provided to the guest.

o Airport Hotels: - These type of hotels typically target business clientele, airline passengers with overnight travel layovers or cancelled flights and airline personnel. Some hotels might give free transport between hotel and airport . Some hotels also provide meeting facilities to attract guests who travel to a meeting by air and wish to minimize ground travel. Another attraction of these hotels is instead of charging the guest on a daily basis guest can also pay for their room on a hourly basis.

o Suite Hotels: - These kind of hotels are the latest trend and the fastest growing segments in the hotel industry . Main attraction of these hotels is guestrooms with a living room and a separate bedroom. In exchange for more complete living room suite hotels generally have fewer and more limited public areas and guest services than other hotels . This also helps keep suite hotel's guestroom prices competitive in the market .Professionals such as accountants, lawyers, business men and executives find suite hotels particularly attractive as they can work and also entertain in an area besides the bedroom.

o Extended Stay Hotels: - Extended stay hotels is somewhat similar to the suite hotels , but usually offers kitchen amenities in the room . These kind of hotels are for travellers who want to stay more than a week and does not want to depend on the service of the hotel . Extended service hotels usually does not provide any F & B service or Laundry service etc. These kind of hotels are considered by guests as "Home away from home "

o Apartment Hotels: - Apartment / Residential hotels provide long-term or permanent accommodation for Guest. Usually guest makes a lease agreement with the hotel for minimum of one month up to a year. These lease agreements are renewed on a yearly basis. Guest rooms generally include living room , bedroom, kitchen , private balcony , washing machines

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