FRONT OFFICE OPERATIONS

HOTEL ORGANIZATION AND MANAGEMENT

Organization refers to a structured group of individuals working together to achieve common goals or
objectives. It involves the arrangement and coordination of resources, including people, materials, and
processes, to achieve specific outcomes efficiently and effectively.

Management refers to the process of planning, organizing, leading, and controlling resources (including
people, finances, and materials) within an organization to achieve specific goals and objectives efficiently
and effectively. It involves coordinating and overseeing various activities to ensure that organizational
goals are met.

Hotel Organization .

A hotel organization refers to the structure and management of a hotel. It typically includes various
departments and roles that work together to provide services to guests and ensure smooth operations.
Common departments in a hotel organization include:

• Front Office: Manages guest reservations, check-ins, and check-outs.

• Housekeeping: Responsible for cleaning and maintaining guest rooms and public areas.
• Food and Beverage: Handles dining services, including restaurants, bars, and room service.
• Sales and Marketing: Focuses on promoting the hotel, attracting guests, and managing group
bookings.
• Human Resources: Manages staff recruitment, training, and welfare.
• Finance: Oversees budgeting, accounting, and financial reporting.
• Maintenance: Ensures that the hotel's physical facilities are in good working order.

Organizational Structure

An organizational structure is a framework that specifies how certain tasks are carried out in order to meet
the objectives of the organization. Roles, responsibilities, and norms may be a part of these activities.

The way information moves across tiers of the organization is also determined by its organizational
structure. Decisions in a centralized structure are made at the top. A decentralized structure distributes
decision-making authority among the organization's levels. Having an organizational structure in place
assists firms to remain efficient and focused.

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Organizational Structure sample

Hotel Management .

Hotel management involves overseeing the operations and administration of a hotel to ensure it runs
smoothly and meets guest expectations. It encompasses a range of responsibilities and roles, including:
1. General Management: The General Manager (GM) is responsible for the overall operation of the
hotel. This includes setting policies, managing staff, overseeing financial performance, and
ensuring guest satisfaction.
2. Front Office Management: Manages guest services, including reservations, check-ins, check-outs,
and handling guest inquiries and complaints. Front office managers ensure that guests have a
pleasant experience from arrival to departure.
3. Housekeeping Management: Ensures that rooms and public areas are clean and well-maintained.
Housekeeping managers oversee the cleaning staff, manage inventory of cleaning supplies, and
maintain quality standards.
4. Food and Beverage Management: Oversees dining operations, including restaurants, bars, and
room service. This includes menu planning, food preparation, staff management, and ensuring
high standards of service.
5. Sales and Marketing: Focuses on promoting the hotel, creating marketing strategies, and driving
bookings. This department often handles advertising, public relations, and special events.
6. Finance and Accounting: Manages the financial aspects of the hotel, including budgeting,
forecasting, financial reporting, and revenue management.

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7. Human Resources: Responsible for recruiting, training, and managing hotel staff. HR also handles
employee relations, compensation, and compliance with labor laws.
8. Maintenance and Engineering: Ensures the physical upkeep of the hotel’s infrastructure and
equipment. This includes addressing repairs, preventive maintenance, and facility improvements.

Hotel Management: The P-O-L-C Framework

PLANNING ORGANIZING LEADING CONTROLLING

1. Organization 1. Leadership 1. Systems/
1. Vision and
Design 2. Decision Making Processes
Mission
2. Culture 3. Communications 2. Strategic
2. Strategizing
3. Social 4. Groups/Teams Human
3. Goals and
Networks 5. Motivation Resources
objectives

Planning (Kumar, 2023)

An integral part of any hospitality enterprise is the planning process. It entails establishing goals and
objectives, figuring out what resources are required to reach those goals, and creating an action plan.

Any hospitality firm that wants to succeed must plan. It guarantees that the company has the resources
necessary to accomplish its aims and objectives and is committed to doing so. It also aids management in
spotting any roadblocks and choosing wisely what course to take the company in the future.

Steps in Planning:

1. Define Objectives
Clearly outline the goals you want to achieve. These should be specific, measurable, attainable, relevant,
and time-bound (SMART). This step establishes the foundation for the entire planning process.

2. Analyze the Situation

Conduct a thorough assessment of the current environment and context in which the plan will be
executed.
This may involve:
-SWOT Analysis: Identifying internal strengths and weaknesses, as well as external opportunities and
threats.
-Market Research: Understanding customer needs, competitors, and industry trends.
-Forecasting: Predicting future trends, risks, or challenges.

3. Identify Resources
Determine the necessary resources, such as personnel, finances, materials, technology, and time. Ensure
that all critical resources are available or can be acquired to support the plan’s execution.

4. Develop Alternatives
Brainstorm different strategies and courses of action to achieve the objectives. Consider several potential
approaches to mitigate risks and enhance flexibility.

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5. Evaluate Alternatives
Assess each alternative based on feasibility, risks, costs, and potential outcomes.
Consider factors like:
-Efficiency: Which option uses resources most effectively?
-Risk: Which option carries the least risk?
-Impact: Which option is most likely to achieve the desired objectives?

6. Choose the Best Course of Action

Select the most suitable plan based on the evaluation of alternatives. This choice should align with the
organization’s values, goals, and resources.

7. Develop a Detailed Plan

Break the chosen strategy into smaller tasks and milestones.
This step involves:
-Creating a timeline: Set deadlines for each task and milestone.
-Delegating responsibilities: Assign tasks to individuals or teams.
-Allocating resources: Ensure that each task has the necessary resources.
-Setting metrics: Establish how progress will be measured (e.g., key performance indicators or
benchmarks).

8. Implement the Plan

Put the plan into action by executing the tasks according to the established timeline and guidelines.
This involves:
-Communication: Clearly conveying the plan to everyone involved.
-Coordination: Ensuring all teams and resources are aligned.
-Motivation: Encouraging team members to follow through with their responsibilities.

9. Monitor Progress
Continuously track the plan’s progress and performance. This step involves measuring results against the
pre-established metrics and key performance indicators. Regularly review milestones to ensure the plan is
on track.

10. Make Adjustments (if needed)

As the plan progresses, unexpected changes or challenges may arise. If necessary, adjust the plan to better
align with new conditions or emerging issues. This step might involve revisiting earlier stages of planning
to develop new strategies or actions.

11. Evaluate the Outcome

After the plan is fully executed, assess the overall success. Ask:
Did the plan achieve its objectives?
Were the resources used effectively?
What lessons were learned for future planning?

12. Document and Learn

Record the entire planning process, including what worked, what didn’t, and any challenges faced. This
documentation can serve as a valuable resource for future planning efforts.

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Organizing

Developing an organizational framework and assigning human resources to guarantee the achievement of
goals constitute the organizing role of management. The framework for coordinating effort is the
organizational structure. The hierarchy within an organization is graphically depicted by an organization
chart, which often serves as a depiction of the structure. Generally speaking, choices made about an
organization's structure are referred to as organizational design decisions.

Key Elements of Organizing:

Defining Objectives
Clearly outlining the purpose and goals to guide the organizational structure and efforts.

Division of Labor
Breaking down tasks into smaller, manageable components and assigning them to individuals or
teams based on skills and expertise.

Departmentalization
Grouping related tasks into departments, sections, or teams (e.g., marketing, finance, operations)
to promote specialization and efficiency.

Chain of Command
Establishing a hierarchy of authority, specifying who reports to whom, and clarifying levels of
responsibility and decision-making power.

Coordination
Ensuring that the various parts of the organization work together harmoniously, preventing
redundancy and conflicts while improving communication and teamwork.

Resource Allocation
Distributing resources (such as personnel, equipment, and budget) in a way that supports the tasks
and goals of the organization.

Formalization
Creating rules, procedures, and systems to guide behavior and decision-making within the
organization, leading to consistency and predictability in operations.

Leading
Using your informal and social networks to motivate others to take action is a key component of
leadership. When managers lead well, their team members will be motivated to work hard to achieve the
goals of the organization.

Qualities of a good leader in the hospitality industry (Les Roches)

1. Emotional intelligence
2. Modeling by example
3. Showing vulnerability and visibility
4. Passionate

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5. Leadership is personal

Leadership skills that are important in the hospitality industry:

1. Communication
2. Attention to detail
3. People skills
4. Establishing shared beliefs, values, and goals
5. Balancing accountability and autonomy
6. Adaptability
7. Creativity breeds adaptability

Controlling
Making sure that performance doesn't stray from expectations is part of controlling.

Three steps make up controlling:

(1) setting performance criteria,
(2) comparing actual performance to standards, and
(3) remedial action when needed.

Performance criteria can be expressed in a variety of ways, such as units produced, the quantity of
defective items, levels of quality, or customer service. They are frequently expressed in monetary terms,
such as revenue, costs, or profits.

Effective Management of Hotels

Effective management of hotels involves a combination of strategic planning and operational excellence.
Here are key strategies for successful hotel management:

1. Develop a Clear Vision and Mission: Establish a clear vision and mission statement to guide the
hotel's strategic goals and objectives. This helps align the team’s efforts and ensures consistency
in operations and guest experience.
2. Leverage Technology: Implement advanced technology solutions such as Property Management
Systems (PMS), Customer Relationship Management (CRM) software, and revenue management
tools. These can streamline operations, enhance guest experience, and improve decision-making.
3. Focus on Guest Experience: Prioritize exceptional service and personalized guest experiences.
Train staff to be attentive, responsive, and proactive in addressing guest needs. Collect and analyze
guest feedback to continuously improve service.
4. Optimize Revenue Management: Use revenue management techniques to maximize profitability.
This includes dynamic pricing strategies, forecasting demand, and optimizing room rates based on
market conditions and occupancy levels.
5. Invest in Staff Training and Development: Provide regular training and development
opportunities for staff to improve their skills and knowledge. This enhances service quality, boosts
employee morale, and reduces turnover.
6. Implement Effective Marketing Strategies: Develop a strong online presence through a user-
friendly website and active social media channels. Utilize digital marketing strategies such as

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search engine optimization (SEO), pay-per-click (PPC) advertising, and email campaigns to attract
and retain guests.
7. Maintain Operational Efficiency: Streamline operations by standardizing procedures and using
technology to automate routine tasks. Regularly review and refine processes to enhance efficiency
and reduce costs.
8. Foster a Positive Work Culture: Create a supportive and motivating work environment. Recognize
and reward employees for their contributions, encourage open communication, and provide
opportunities for career growth.
9. Enhance Financial Management: Monitor financial performance through regular budgeting,
forecasting, and financial reporting. Implement cost-control measures and analyze financial data
to make informed business decisions.
10. Adopt Sustainable Practices: Implement environmentally friendly practices such as energy
conservation, waste reduction, and sustainable sourcing. Promoting sustainability can improve the
hotel's image and appeal to eco-conscious guests.
11. Build Strong Relationships with Guests: Develop loyalty programs and personalized offers to build
long-term relationships with guests. Engaging with guests through follow-up communication and
special promotions can enhance guest loyalty and repeat business.
12. Prepare for Crisis Management: Develop and maintain a comprehensive crisis management plan
to address emergencies and unexpected situations. Ensure that staff are trained to handle crises
effectively and communicate clearly with guests.

Decision-Making Process

Making decisions involves deciding what to do, getting information, and weighing your options. This
process is known as decision-making.

Using a step-by-step decision-making process will help you make more deliberate, meaningful decisions
by organizing relevant information and clarifying options. Using this method makes it more likely that you
will select the option that will fulfill you the best.

Steps to Effective Decision Making

STEP 1 – Identify the decision

This is when you realize that there is something that you need to decide on. The first step is very
important, you must define clearly the decision that you need to make

STEP 2 – Gather relevant information

Gather all the information that could help you with this decision. This includes external
information (from other sources), and internal sources (self-assessment).

STEP 3 – Identify the alternatives

This is the step where you formulate different alternatives after gathering all the information. List
all the alternatives that you can think of.

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STEP 4 – Weigh the evidence

After writing your options, check each of them and see if it meets the need that you have assessed
in Step 1. Imagine how it would turn out if you chose each alternative. Then, place each alternative in
order based on your own assessment.

STEP 5 – Choose among the alternatives

This is the time for you to determine the best alternative for you. You may choose one out of all
the alternatives you have listed, or you may combine alternatives if it will make it the best one.

STEP 6 – Take Action

After choosing the best alternative, implement it.

STEP 7 – Review your decision and its consequences

This is the final step where you determine if the alternative you have chosen have resolved your
need. Evaluate if it did, then good job, you made the right decision. However, if it did not meet the need
identified, you need to go back to the early steps and see how you can change your choices, and make
them better until the need is resolved.

Sources/ References:

Barten, M. (2024). Hotel Organizational Structure: A Full Guide to Hotel Organization. Revfine
Kumar, P. (2023). Planning Process in the Hospitality Industry. HM Hub

http://www.orgcharting.com/hotel-organizational-chart/
https://study.com/academy/lesson/organizational-structure-in-the-hotel-lodging-industry.html
https://saylordotorg.github.io/text_principles-of-management-v1.1/s05-04-planning-organizing-leading-
an.html
https://www.umassd.edu/fycm/decision-
making/process/#:~:text=Decision%20making%20is%20the%20process,relevant%20information%20and
%20defining%20alternatives.
https://theintactone.com/2019/06/19/mpob-u1-topic-9-organizing-concept-principles-of-an-
organization/#google_vignette
https://lesroches.edu/blog/leadership-in-the-hospitality-industry/

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