Front Office Operations

1
Front OfficeOperations

• HAMG 1313-Front Office Procedures

2
Hotel Mission Statements

• Expresses the underlying philosophy that gives
  meaning and direction to hotel policies
• Ritz-Carlton - "We Are Ladies and Gentlemen
  Serving Ladies and Gentlemen"
• Radisson - The difference is genuine

3
Hotel Organizational Structure

• 1. A group of people
• 2. Commonality of values and goals
• 3. Management hierarchy
• 4. Division of labor
• 5. Self-preserving and self-maintaining
• 6. Structure in which systems may function
• 7. Particular reward and punishment system.

4
Your Organization Should Be Structured To Give
Guests What They Want

• 1. Clean Appearance
• 2. Convenient Location
• 3. Price / Reasonable Rates
• 4. Good Service
• 5. Name / Reputation

5
Organizational Chart
A schematic representation of the relationships
between positions within an organization
6
Hotel Departments

• Revenue Centers
• Front office
• FB outlets
• Room service
• Retail stores

• Support Centers
• Housekeeping
• Accounting
• Engineering
• Sales marketing
• Human resources
• Security

7
Revenue Support Centers
8
Division of Labor

• Functional Departmentalization
• Grouped by skills work Internal
• Product Departmentalization
• Grouped by products External
• Geographic Departmentalization
• Grouped by location 
• Customer Departmentalization
• Grouped by customers

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Hotel Departments

• Front of the House
• Guest Contact
• Front Office
• Restaurants
• Uniformed Services

• Back of the House
• Minimal Guest Contact
• Kitchen
• Housekeeping
• Accounting

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Rooms Division Departments

• Front Office
• Reservations
• Communications
• PBX
• Private Branch Exchange
• Uniformed Services
• Bellstaff, Valets
• Concierge Les Clefs dOr
• Housekeeping

11
Source of Lodging Industry Revenue
12
Mirage Resorts Revenue
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Mirage Resorts Revenue