Hotel Front Office Management, 3rd Edition

ORGANIZATION CHARTS 35Flexibility is the key to hospitality organization. On the operations level, familiaritywith the staff’s strengths and weaknesses is essential to meet the demands of a particularsituation. When the property experiences an expected slow period, regrouping may benecessary to maintain full-time positions. The front office manager may have to assist themarketing and sales office in advertising or hosting tour directors for a specific weekend.The food and beverage director might have to spend some time in the controller’s officecompleting reports and developing budgets with the controller. This interdepartmentalcooperation provides the backdrop for a smooth-running organization. Such flexibilityprevents departmental jealousies and territoriality from becoming roadblocks to communication.Organization ChartsThe major positions found in a large, full-service hotel or resort are presented in Figure2-1. This lodging property features:• 500 rooms in a commercial property• Center-city or suburban location• (ADR) $110 average daily rate—number of rooms sold versus room income• 70 percent occupancy—number of rooms sold versus number of rooms available• 58 percent yield—number of rooms sold at average daily rate versus number ofrooms available at rack rate, the highest room rate category offered by a hotel• $18.5 million in revenues• Full service• Chain—company ownership• Corporate guests—frequent guests who are employed by a company and receive aspecial room rate• Convention guests—guests who attend a large convention and receive a specialroom rate• Meeting and banquet rooms• Dining rooms• Lounge with entertainment• Exercise facilities with indoor pool• Gift shop• Business office and retail rentals• Attached parking garage• In-house laundry—a hotel-operated department that launders guest linens• Referral reservation service—a service offered by a management company of achain of hotels to franchisee membersTo function as a well-run lodging facility, this property requires the following departmentheads:TLFeBOOK