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Organizational Structure in the Hotel & Lodging Industry

Organizational Structure in the Hotel & Lodging Industry
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  • 0:02 Organization of…
  • 0:37 Executive Management
  • 1:32 Defining the Roles
  • 4:32 Lesson Summary
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Lesson Transcript
Instructor: Tara Schofield
Within the lodging industry, standard functions are handled by various departments in the hotel. The organizational structure of the hotel helps to organize activities and tasks in a logical and effective manner.

Organization of Lodging Structures

Have you ever checked into a hotel and had problems that needed to be addressed? Maybe you've had a really good hotel experience and wanted to thank the employees involved. Hotels operate within a general structure that helps organize the property, keep everything running smoothly and ensure that you, as their special guest, have the best experience possible. Review the different groups below, including the executive management group, the functional groups, and the administrative groups, to gain a greater understanding of how hotels are organized to serve you.

Executive Management

The executive management group serves as the leadership of a property and includes the general manager and, in the case of larger hotels, one or more assistant managers.

General Manager

The general manager is the overall manager of the property and is ultimately responsible for the hotel. This person must work with all department managers and their teams to ensure that the property runs smoothly, problems are handled, and the teams work together.

Assistant Manager

Assistant managers are often responsible for supporting the general manager and handling specific issues assigned, and are considered part of the executive management team.The assistant manager may directly oversee one or more departments and handle the issues related to that team. Because hotels are 24-hour-a-day businesses, the general and assistant managers may vary their hours to ensure that a manager is onsite throughout both days and evenings. The assistant manager will also manage the hotel in the event the general manager is unavailable.

Defining the Roles

Functional Groups

The functional groups of a hotel handle issues that are directly related to guests. These teams must handle requests, problems, and services for customers.

Housekeeping

Housekeeping is an area that greatly affects the satisfaction of guests at any hotel. If a guest finds his or her room to be dirty or poorly cared for, they may not remain at the property and may not return in the future. While most guests will not come into contact with the person who cleans their room, their ultimate satisfaction with their stay at a property will be largely dependent on how well the room was cleaned and maintained. Housekeeping staff should understand their important role within a hotel and strive to provide excellent service to all guests.

Food and Beverage

The food and beverage department manages any restaurants, cafés, coffee shops, bars, lounges, or other types of food-preparing facilities provided at the property. This department is important for providing convenience to guests and increasing revenue for the hotel. The food and beverage areas must be very clean, provide excellent products, and offer superior service. Guests are more likely to be satisfied with the property and spend their food budget at a hotel when they are offered exceptional food and beverages.

Front Desk and Guest Services

The front desk most often addresses questions, concerns, and problems of the guests. The staff members at the front desk or concierge desk must be well-educated about the property, and they must know the area around the hotel well. The more informed these staff members are, the better able they are to meet the needs of the guests.

Administrative Groups

The administrative groups handle the behind-the-scenes details that keep the property running smoothly. These teams organize systems and processes that minimize chaos and manage administrative details.

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