Lecture 7 - Introduction to Hotel Operations Lecture 7...

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1 Introduction to Hotel Operations Lecture 7 Hotel Organizational Structure Rooms Division Functional Areas Reciprocal and Sequential Interdependence The Management Paradox The Influence of Your Behavioral Style
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How is the hotel organized into functional areas? How do the functional areas influence the business processes in the hotel? Functional organization fosters efficiency, teamwork and coordination within the departments, however, the success of the hotel is measured by its overall performance (customer satisfaction and profitability), not the performance of one department.
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How hard could it be to run a hotel? How hard could it be to run a hotel? Provide owners with a reasonable ROI Keep guests satisfied and returning Keep employees happy
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Hotels are complex operations with a high interdependency of departments. Management Structure / Department Heads Smaller properties—less complex Larger properties and luxury properties—more complex
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Because of the amount of reciprocal and sequential interdependence between hotel departments, close cooperation and coordination is essential. Define: Reciprocal Interdependence Sequential Interdependence
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Reciprocal Interdependence: when individual units provide each other with inputs (Front Desk and Reservations) Sequential Interdependence: when the output of one unit becomes the input of another (Laundry and Housekeeping) There are numerous possibilities for service breakdowns in hotels… therefore, close cooperation and communication is a must.
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Effective management calls for close coordination between departments. No-where is the more important than at the department-head level where the differences in functional specialties are most extreme.
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  • Fall '05
  • RMCCARTHY
  • Management, Front Office Manager Front Desk Manager FD Supervisor, FD Supervisor AM/PM, Supervisor AM/PM Desk, AM/PM Desk Clerks

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