Hotel Front Office Management, 3rd Edition

TYPICAL JOB RESPONSIBILITIES OF DEPARTMENT MANAGERS 41• Referral reservation service• Business services and communications center—guest services that include copying,computers, fax, and so forthThe department heads include:• General manager• Front office manager• Housekeeper• Maintenance managerThe general manager is a working supervisor in that he or she participates in the actualwork performed while supervising at the front desk. The general manager at this type ofproperty assists with marketing plans, reservations, maintenance, and groundskeeping,maintains financial records; and implements cost-control measures. The front office managerworks regular shifts to provide coverage along with the night auditor and desk clerks.The housekeeper, also a working supervisor, assists the room attendants, employees whoclean and maintain guest rooms and public areas.The organization charts shown here have been developed by evaluating the needs ofthe guests. The organization of departments and the subsequent staffing are influencedby the labor pool available, economic conditions of the region, and the financial goals ofthe organization. Each organization chart varies depending on the factors influencing aparticular lodging establishment. Flexibility is essential in providing service to the guestand leadership to the staff.Typical Job Responsibilities of Department ManagersAs you begin your career in the lodging industry, you will undoubtedly come in contactwith the various department managers in a hotel. Some of the positions seem to beshrouded in mystery, while others are clear. The controller, for example, holds one ofthose positions that seems to be performed behind the scenes, and little is obvious as tohis or her role. The security director seems to be everywhere in the hotel, but what doesthis person do, and for what is he or she responsible? The food and beverage directorholds a very visible position that seems to encompass much. The general manager mustsee both the forest and the trees, overseeing all operations while staying on top of thesmall details. How can all of these positions be coordinated to provide hospitality to theguest and profit to the investors?General ManagerSeveral years ago I invited a guest speaker to my class. This person was the generalmanager of a local inn in our community. He was very well prepared for the lecture andTLFeBOOK