5.2 Understanding the Organizational Structure

Although each lodging property is unique in nature, the overall organizational structure and hierarchy are generally the same, with single ownership lodging being the outlier. Regardless of the particular job, those working in the lodging industry work toward a common goal—namely, to enhance the guest experience. Successful properties hold daily meetings with all department representatives. During these meetings information is disseminated to employees, including “day sheets.” These comprise written notes about the events scheduled to take place at a property on a given day as well as key information about any important guests.

5.2.1 Front of House Departments

Front-of-house departments include individuals that deal directly with guests. These departments, as their name suggests, serve as the face of the property and include guest check-in and services. These employees aim to please guests, thus creating repeat customers.

5.2.1.1 Reservations

The reservation department handles guest reservations created over the phone or via the hotel’s website. Reservation specialists ensure that guests are booked into the proper rooms and ensure that any special requests are handled. Reservation specialists can arrange early or late check-in or in-room amenities, such as welcome packages or spa services. A reservation specialist may also work closely with large event bookings so that all guests arriving for the same event have the pre-event information that they need. Reservation specialists may also handle guest complaints and billing questions. Individuals who work in this area must have strong interpersonal skills and handle conflict resolution well.

5.2.1.2 Front Desk

Front Desk staff greet guests face-to-face for check-in and check-out processes. Although contactless check-in is gaining popularity, most properties still have employees to greet guests. Front desk staff check guests into their assigned rooms, give keys, arrange for housekeeping, and answer any questions guests may have upon arrival. They are often the first face a guest sees while on a property and are specially trained to represent the brand. The front desk staff will also handle any check-out questions, arrange the final cleaning of the room, and act as concierge service if a concierge desk is not available on the property. Individuals who work in this position need to be friendly and outgoing.

5.2.1.3 Concierge and Valet

A concierge answers guest questions and fulfills guest needs, such as arranging ground transportation, recommending tourist activities, making restaurant reservations, storing bags, and offering amenities like loaning out umbrellas or bicycles. Guests may tip a concierge, but they do not pay for the service directly. Mid-range and luxury hotels generally offer concierge services. The concierge desk is usually located within easy view of the front desk in the hotel lobby.

Valets help customers with cars and luggage. Typically valets greet guests at the front doors of the hotel, where they will help unload luggage and carry it to a guest’s room. They will also park cars for guests and return them to the front door as needed. Guests pay the hotel a valet parking fee and may tip a valet directly. Valet service allows a guest to enter the hotel with ease, without worrying about finding parking and walking a long distance down unfamiliar streets with their luggage. Valet service will bring guest cars back to the front doors as often as guests require for day trips.

Individuals who work in concierge or valet services need to be polite, outgoing, and personable. They also need to be efficient, handle conflict well, and understand time management.

5.2.2 Back-of-House Departments

Back-of-house departments employ workers who handle services that don’t typically require engaging with guests; hence, they work in the “back” of the house. These employees may see guests on occasion, but the main purpose of their position does not involve guest interaction. However, they are just as valuable to a property as front-of-house staff and can have a significant impact on a guest’s experience.

5.2.2.1 Housekeeping

Housekeeping services are vitally important for a successful hotel. Housekeepers clean guest rooms daily and perform a thorough cleaning between guest stays. Housekeeping staff are also responsible for the cleanliness of hallways and common areas. Quality housekeeping helps keep a property in good working order, reduces the possibility of contagious disease spread, and shows guests the level of care a hotel takes to ensure their comfort. Housekeeping staff may also assist with green initiatives on the property such as using environmentally friendly cleaning products, not washing towels during single guest stays, or washing glass or China wear instead of providing paper products in the rooms. Individuals who select a career in housekeeping should be detail-oriented and self-motivated.

5.2.2.2 Food and Beverage (F&B)

Food and Beverage, also known as F&B, are provided by hotels that have on-site restaurants, room service, self-serve breakfast areas, or event catering. The food and beverage department provides the on-site dietary needs of guests, up to the limit that the property has set. For example, a hotel that offers a free on-site breakfast but does not have a full restaurant is only creating a food and beverage program for breakfast. In this example, there would be no room service or meals outside of breakfast. A hotel with a full restaurant would accept both hotel guests and walk-in guests for all meals and perhaps bar service. The food and beverage program may extend to event catering if the property accepts events. Event catering can include meals for several hundred guests at a time, either served plated or at a buffet. The food and beverage department employs both front-of-house staff, i.e. servers and hosts as well as back-of-house staff, i.e. chefs and kitchen staff. Employees who wish to work in a food and beverage department should have strong customer relationship skills, have a passion for food, and be highly motivated.

5.2.2.3 Event and Conference Services

Event and conference services department enable properties large enough to host events to provide a variety of services, including event planning, conference sales, event setup and tear down. Common events handled by this department include weddings, conferences, meetings, and expositions. Hosting events provides an important revenue generator for hotels that offer the service. An event often includes space rental, guest rooms, catering, AV, and other secondary services. Individuals who want to work in an event and conference service department should have good sales skills, be organized, and have excellent attention to detail.

5.2.2.4 Engineering and Maintenance

Engineering and maintenance departments keep properties safe and running well. This department takes care of the physical building and its landscaping. Workers in this department include employees who perform general maintenance, electricians, plumbers, carpenters, and landscapers. Smaller properties may contract some of this work to specialized agencies. Individuals who want to work in this area may need to have specific licenses, have good technical knowledge, work independently, and have strong problem-solving skills.

5.2.2.5 Security

Hotel security departments protect staff, guests, and property against. They protect against theft of such items as luggage and event supplies, which move frequently throughout a given property. Hotel security often patrols both the interior of the hotel and the surrounding property, including parking lots. Smaller properties might contract this service out to a second-party vendor. Individuals who want to work in this department may need specialized licenses or training. They should be physically fit and have good conflict resolution and communication skills.

5.2.2.6 Revenue Management and Human Resources

Revenue management and human resources departments handle the banking for a property as well as the hiring, firing, and training of employees. In smaller properties, a single employee might be hired to cover all of these roles, while larger properties might retain many employees in each department. Revenue management processes invoices, pays bills, and handles contracts as well as compiles profit reports and monitors the key performance indicators (KPIs) of a property. Human resources personnel create job postings, interview potential employees, handle benefit services, and provide the necessary training for all staff. Individuals interested in working in revenue management or human resources should have strong written and oral communication skills, enjoy detailed and process-oriented work, and possess technical knowledge in accounting or human resources.

5.2.2.7 Sales and Marketing

The sales and marketing department of a property focuses on generating revenue through the sales of individual rooms and of blocks of rooms as well as through renting event space. Sales and marketing personnel often work with tourism bureaus in their area to offer deals and discounts. They also monitor community activities like concerts or festivals that might indicate an upswing in future bookings. Some individuals who work in these departments are paid a salary or hourly rate. Other sales and marketing employees work on a commission derived from a percentage of their total sales. In this model, also known as sales incentive, an employee’s capacity to sell the property determines their income. In smaller properties the marketing may be farmed out to a secondary provider, but physical sales always stay internal to the property. Individuals interested in working in this department need to have good written and oral communication skills, be good at sales, be creative, and outgoing.

5.2.3 Property Management System

Property management systems are computer software programs that organize the daily operations of a property as well as create reports. These software programs generate revenue and expense reports, track maintenance tickets, schedule staff, inventory supplies, and perform many other tasks that once took hours daily to compile and track manually. A property may run one software program that can handle everything from guest check-in to invoicing and staff scheduling, or they may run a separate software program for each major function on the property. The system may be held on-site as hard drive software, or it may entail a cloud-based model. Popular property management systems include Oracle, Cloudbeds, Agilysys, and HotelRunner. Property management systems are selected based on the unique needs of the property, cost, data security options, and ease of use training.

Attributions

1. Figure 5.3: Employess, by Peter Clark, is licensed under CC BY-NC 2.0.