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Hospitality Organizational Management

Rooms Division

alex alivio

on 10 October 2012

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Transcript of Hospitality Organizational Management

Hospitality Organizational Management Rooms Division The Organizational Chart in a Hotel Duties and Responsibilities General Manager Hotel Organization Management The
General Manager Front Office Supervisior Sr. Guest Services Manager Guest Profile Manager Assistant Housekeeper (Room) Linen Supervisor Assistant Housekeeper (Public Area) Guest Services Manager Chief Concierge Director of Rooms Division Executive Housekeeper Guest Services Manager Bell Captain Sr. Guest Services Attendant The General Manager is responsible for achieving optimal guest satisfaction and a good working environment to attain all set objectives. To achieve this, the Hotel Manager should run the hotel in accordance with the Standard Operating Procedures and Policies as set out by the company.
The Hotel Manager shall see to the implementation of optimal and attractive products and services required to address the hotel’s target groups, based on pre-agreed marketing plans and budgets. The Hotel Manager shall ensure the correct production and distribution of information and promotion materials as agreed to. Girish Talreja
Director of Rooms
Marriot Hotel Jakarta Richard Simmons
General Manager of Hyatt Hotel Manila Director of Rooms Division A Director of Rooms is responsible for ensuring the smooth operation of guest services, valet services, concierge and uniformed services, housekeeping, laundry, and communications in an attentive, friendly, efficient, and courteous manner. The Director of Rooms is also responsible for providing all guests with quality service while maximizing room revenue and productivity, and developing managers and employees. Mr. Subbaiah Aiyappa
Front Office Supervisor
Radisson Blu Sharjah Front Office Supervisor Control and coordinate all Front Office activities, ensuring the efficient and courteous check-in and rooming of the guests according to policy and procedures and that all appropriate records are updated and maintained. Assistant Executive Housekeeper Guest Profile Manager In charge with the supervision of the guest track history. In charge with handling VIP guests and is the one concerned with guest profiles. Hameed Jasat
Guest Profile Manager
The Peabody Orlando Guest Services Manager Is the one responsible for running front of the office tasks. Their particular focus is on the customer, including ensuring the customer has everything necessary to enjoy their stay at the hotel. The manager is also responsible for employees who working in customer service positions throughout the hotel. Borja Baez
Anassa Thanos Hotel
Guest Services Manager Jo Crandly
Sr. Guest Services Manager
Hilton Hotel San Diego Sr. Guest Services Manager To ensure that complaints are dealt with professionally and according to hotel policy. To assist with checking guests in and out using hotel opera systems, working across the two hotels as required ensuring high standard of customer service, hotel procedures and IHG standards maintained. Sr. Guest Service Agent Conducts shift briefings to ensure hotel activities and operational requirements are known. Supervise front desk operations during assigned shift. Supervise cashiering activities during shift. Chief Concierge Supervise and direct guest services attendants and concierges. Communicate directly with guests, in person or by telephone. Provide information on facilities and services, events and attractions, tours, travel routes, and transportation schedules. Provide area maps, brochures and other literature. Arrange tickets, bookings, appointments and reservations for guests. Alex Lai
Chief Concierge
The Regent Taipei Bell Captain Is responsible for supervision and training of bellman and doorman. Ensures that all procedures are performed to high standards.
John Beale
The Bell Captain
Hotel Monteleone New Orleans Ashlyn Schneider
Sr. Guest Service Agent
Marriot Hotel Executive Housekeeper In charge of overseeing and directing the cleaning activities in a hotel. He handles customer service and complaints as well. Asst. Executive Housekeeper Assists with the management and coordination of housekeeping operations. Is responsible for ensuring hotel guest rooms, public spaces and employee areas are clean and well maintained. Linen Supervisor Issue supplies and equipment to workers. Inspect work performed to ensure that it meets specifications and established standards. Instruct staff in work policies and procedures, and the use and maintenance of equipment.
Investigate complaints about service and equipment, and take corrective action. Lisa Jones
Executive Housekeeper
Radisson Blu Charles Clarke
Asst. Executive Housekeeper
Fairmont South Hampton Justin Terry
Linen Supervisor
Holiday Inn Assistant Housekeeper
(Room) Cleans rooms of the hotel under the supervision of supervisors. Vacuum carpet, wash linens, make beds, dust and polish furniture, fluff pillows and make certain every room has toiletries and clean towels. Assistant Housekeeper
(Public Area) Maintains the cleanliness of the public areas in the hotel (Lobby, comfort rooms, function halls, etc.) Assistant Housekeeper (Room) Assistant Housekeeper
(Public Area)
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