Chapter 2 - Lodging Operations Technology Professor Suzanne...

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Professor S. Bagnera Lodging Operations & Technology Professor Suzanne Bagnera
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Professor S. Bagnera Chapter 2 Hotel Organization Teamwork is the key to success!
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Professor S. Bagnera Competencies for Hotel Organization Explain what a mission is, and describe how goals, strategies, and tactics are used to accomplish a hotel’s mission. Describe how hotels are organized and explain how functional areas within hotels are classified. Describe the functions performed by departments and positions within the rooms division. Identify the functions performed by other divisions and departments within a full-service hotel. Describe the organization of the front office, including traditional work shifts, alternative scheduling practices, and the purpose of job descriptions and job specifications.
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Professor S. Bagnera I. Organizational Missions MISSION STATEMENT = The unique purpose that sets one hotel or hotel company apart from others. It expresses the underlying philosophy that gives meaning & directions to hotel policies. Communicates the why we are doing it of the job. Vary from property to property. Helps employee’s meet or exceed the expectations of both guests & mgmt. Serves as a basis for job descriptions performance standards.
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Professor S. Bagnera Mission Statement Addresses interests of: Guest / Mgmt. / Employees Basic guest expectations: Safe, secure accommodations Clean, comfortable guestroom Courteous, professional, & friendly service Well-maintained facilities & equipment.
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Professor S. Bagnera
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Professor S. Bagnera A. Goals = those activities & standards an organization must successfully perform or achieve to effectively carry out its mission. More specific than a mission Achievement must be observed & measured. May be part of team’s evaluation process.
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Professor S. Bagnera B. Strategies: Tactics: = the methods a department or division uses to achieve its goal. Further define how goals will be achieved. The day-to-day operating procedures that implement successful strategies.
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Professor S. Bagnera II. Hotel Organization The duties of management team include: Planning Organizing Coordinating Staffing Directing Controlling Evaluating activities / personnel Properties top executive is called: General Manager Inn Keeper Managing Director Next level: Resident Manager Assistant General Manager M.O.D.
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Professor S. Bagnera A. Organization Charts:
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