2.1 Roles and Responsibilities in accommadtion.pptx

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Roles and responsibilities in accommodation

OCN Level 3

Accommodation Roles

• People are one of the most vital resources in the accommodation sector – True or false?

• Why?

Roles and responsibilities

• The accommodation sector are reliant on their staff as the accommodation is a customer facing industry

• Discuss the benefits ?

Q. What are the departments within the accommodation sector

Operations departments include:

Support departments include:

o Front office, e.g., reception services, concierge

o Food and beverage.

o Conference and events, weddings, business events

o Housekeeping – turndown services, porters, night porters

o Kitchen

o Maintenance.

o Human resources

o Marketing

o Finance

ACCOMODATION – OPERATIONS

• What is meant by the operation department?

• Lesson up Mind Map

Operations department

• Front Office/Front of house:

• - Guest facing roles

• - Customer service skills and passion for people are vital

• - Work directly with public

• - Handle operational tasks such as check in/check out

• - A variety of roles available in front of house

• - Team working extremely important and are dependent on Back of house for smooth operations

Operations - Front office roles

• Hotel Receptionist

- Usually the first person a guest will interact with

- Responsible for coordinating the whole hotel

- Welcome guests, check guests in and out of the hotel

- Deal with guest queries,

- Provide prompt and professional guest service to meet guest needs and ensure guest satisfaction

Interview advice - https://youtu.be/UUr47gLNZPw

The role of a hotel representative

Class task

• Research the role of a hotel receptionist, concierge, food & beverage and housekeeping (10 minutes in total)

• Create a short fact file in the form of a PowerPoint explaining the role to include –

• Entry requirements

• Duties

• Salary

• Nature of role and

• Progression opportunities

Front office roles

• Concierge

- Also a customer facing role, concierge is not available in all hotel establishments - only larger high end ones

- Must have a passion for customer service and exceeding expectations

- Helps with all customer matters from booking trips to offering advice on activities/shopping etc

- Requirement to be an expert in their hotel and the local area

The role of concierge

Operations department – food and beverage

• Food and Beverage is another very important operational department

• Class Task – What are the roles available both entry level and supervisory/managerial?

F&B Roles

• Executive Chef:

Responsible for overseeing the entire kitchen operation, menu planning, and ensuring the quality of food served.

• Sous Chef:

Assists the executive chef in managing the kitchen, supervising staff, and ensuring food quality and consistency.

• Chef de Partie:

Manages a specific section of the kitchen, such as pastry, sauces, or grill, and is responsible for the preparation and presentation of dishes in that section.

F&B roles

• Bartender:

Mixes and serves drinks, interacts with guests, and may be responsible for maintaining the bar area and inventory.

• Server/Waiter/Waitress:

Takes orders, serves food and beverages to guests, and ensures a positive dining experience.

• Host/Hostess:

Greets and seats guests, manages reservations, and maintains the flow of the dining area.

F&B roles

• Food and Beverage Supervisor:

Assists in the day-to-day operation of the food and beverage outlets, supervising staff and ensuring smooth service

• Food and Beverage Manager:

Oversees the entire food and beverage operation, including restaurants, bars, and catering services, to ensure high standards of service and profitability.

• Restaurant Manager:

Manages the day-to-day operations of a restaurant, including staffing, budgeting, and customer service.

Operations department - housekeeping

• Housekeeping is a crucial department in hotels, responsible for maintaining cleanliness, order, and a welcoming atmosphere for guests.

Housekeeping roles

• Room Attendant/Housekeeper:

Responsible for cleaning and preparing guest rooms, including changing linens, making beds, and replenishing amenities.

• Public Area Attendant:

Cleans and maintains common areas such as lobbies, hallways, and restrooms to ensure a clean and inviting atmosphere.

• Housekeeping Porter:

Assists in transporting linens, cleaning supplies, and other items throughout the hotel, supporting the housekeeping team.

• Turn Down Attendant:

Provides an evening turndown service, preparing the guest room for the night and ensuring guests have everything they need.

Housekeeping roles

Housekeeping Manager/Supervisor:

• Overseeing the entire housekeeping department.

• Managing and scheduling housekeeping staff

• Ensuring adherence to cleaning standards and procedures.

• Handling guest requests and concerns

Organisational charts

Types of structures

• An organisational structure is how a business organises the staff to represent the different layers of management

• This information can be displayed in the form of a chart. There are two main types of organisational structure used in businesses – hierarchical/departmental (or tall) and flat (multi – skilling/cross functional)

Hierarchical structure

Ac Marriott- Hierarchical structure

Flat structure

Hotels structures

Hotel departments

• The organisation of a hotel can be very complex with many different departments

• The number of departments varies from one establishment to another

• Hotels departments broadly fall under two different categories which are the Operations Department or Support departments

This Photo by Unknown Author is licensed under CC BY

staffing Structures, roles & responsibilities

Aldi’s Organisational Structure

(Hierarchical /or Departmental Structure)

Owners

Regional Managers

Area Managers

Resort Hotel / General Managers

Supervisory staff &/or shift leader

Operational staff – casual/ zero hour contracts/ hourly paid / seasonal staff

Boutique Hotels – Multi skilling/ cross functional structure (Known as Flat Structure)

Resort Hotels

Owner/General Manager

Duty Manager

Night Manager

Bar Staff

Restaurant Staff

Housekeeper (s)

These managers may also have to be HR, marketing, finance, maintenance etc

Department & Night Managers

FACTORS TO CONSIDER IN DIFFERENT
staffing STRUCTURES:

Types of Contracts

o Zero hours - Flat or Hierarchical?

o Hourly paid - Flat or Hierarchical?

o Salaried staff - Flat or Hierarchical?

o Seasonal - Flat or Hierarchical?

Q. Which are the best types of contracts and why?

1. For the organisation and why?

2. For the employee and why?

Types of Staff Rotas

o Shift patterns - F or H?

o Split Shifts - F or H?

Q. Which are the best types of rotas for …

1. The organisation and why?

2. The employee and why?

Types of Staffing Structures

o Departmental - F or H?

o Hierarchical (operational levels eg Owners & mgt) - F or H?

o Multi-skilling and cross-functional, e.g. staff working across different departments – F or H?

o Also consider - Guest to staff ratios, e.g. higher numbers of staff to each guest in luxury/boutique accommodation.

Q. Which are the best staffing structures?

USEFUL WEBSITES

• Hotel Organizational Chart – Introduction and Sample | Org Charting

• 10 Main Departments in Hotels | Resorts | Hotel Industry - Hotel Management Students – HotelTalk

• Hotel departments (slideshare.net)

• Looking for jobs - Careers in hospitality - GCSE Hospitality (CCEA) Revision - BBC Bitesize

• Hospitality Careers: Options, Job Titles, and Descriptions (thebalancecareers.com)

• The Duties and Responsibilities of a Head Houseman (careertrend.com)