浙江工商大学饭店管理学英文版第二章PPT课件

1、.,1,Chapter 2,Organizational Structure,.,2,Learning Objectives,To be familiar with the organization of a lodging establishment. To understand some basic hotel management concepts, e.g. Pattern of Authority, Span and Control. To learn the hotel staffing system.,.,3,Organizing,The process of structuri

2、ng human and physical resources order to accomplish organizational objectives, involve dividing takes in jobs, specifying the appropriate department for each job, determining the optimum number of job in each department, and delegating authority within and among departments.,.,4,Front and back of th

3、e house,Front of the house (前台) including: Front Office, Food & Beverage Service Sector, Housekeeping, the departments and sectors have regular guest contacts. Back of the house（后台） including: Engineering, Accounting, Administration and the departments and sectors have few guest contacts.,.,5,Depart

4、ments of a Limited Service Hotel,.,6,Departments of a Full Service Hotel,.,7,Departments of a full service hotel,General Manager,Assistant General Manager,Resident Manager,Director of Human Resource,Director of Food & Beverage,Director of Sales & Marketing,Controller,.,8,Rooms Department (Full Servi

5、ce Hotel),Room Division Manager,Reservation,Front Office,Housekeeping,Laundry,Security,Engineering,PBX,.,9,Room Department(Full Service Hotel),Resident Manager I/C Rooms,Director of Housekeeping Or Executive Housekeeper,Assistant Executive Housekeeper,Floor Supervisor PA Supervisor Laundry Superviso

6、r,PA Staff Room Attendants,Front Office Manager,Assistant Front Office Manager,Assistant Manager,Chief Concierge,Receptionist Cashier Bell Boy,.,10,Engineering Department (Full Service Hotel),Chief Engineer,Assistant Chief Engineer,Supervisor Energy Management,Supervisor Administration,Supervisor Pr

7、eventative/ Maintenance,HVAC, Electric, Water,Inventory, Work Orders, Purchasing, Utilities, Tools,Plumbing, Electric, Carpentry, HVAC, Painting, Masonry, Grounds, Television, Upholstery, Pool,.,11,Security Department(Full Service Hotel),Director Security,Supervisors,Security Officers,.,12,Human Res

8、ource Department(Full Service Hotel),Director of Human Resource,Recruitment,Benefits,Payroll,Labor Relation,Training,Personnel Manager,.,13,Food & Beverage Department(Full Service Hotel),Director of Food & Beverage,Assistant F/B Director,Sous Chef / Pastry Sous Chef,Restaurant Manager,Executive / Ch

9、ief Steward,Kitchen Staff,Service Staff Waiter/Waitress Hostess,Stewards,Executive Chef,Beverage Director / Bar Manager,Bartenders,.,14,Sales & Marketing Department(Full Service Hotel),Director of Sales,Sales Manager,Convention Coordinator,Convention Service Manager,Director of Catering,Assistant Di

10、rector of Sales,Account Executives/ Sales Representatives,Banquet Captains,.,15,Accounting Department(Full Service Department),Financial Controller / Finance Support Manager,F&B Cost Controller,Chief Accountant,Executive / Chief Steward,Purchasing Store room,Front Office Cashiers Restaurant Cashiers

11、 Timekeeper,Stewards,Assistant Financial Controller,General Cashier,.,16,Management Function,Planning,Organizing,Leading,Controlling,Accomplish,O B J E C T I V E s,.,17,Job Specialization (工作专业化),To specialize the jobs, means the duties are limited into one specialized scope. In generally, job speci

12、alization can increase worker productivity and efficiency. But it has the problem that it may result in workers performing the same duties again and again. This may cause the lower morale, more errors and worse service quality.,Work Team,Quality Circle Total Quality Management,.,18,Patterns of Autho

13、rity,Board of Directors,General Manager,Resident Manager,Front Desk Agent,Bell Captain,Concierge,Doorman,Rooms Division Manager,Front Office Manager,Auto Valet,Courtesy Van Driver,.,19,Pattern of Authority,Centralization: the authority distribution Decentralization: empower employee or supervisors,.

14、,20,Wide Span of Control (Flat Organization),.,21,Narrow Span of Control (Tall Organization),.,22,The Pros(正面的) and Cons (负面的) of Functional Organization Design,Pros: foster efficiency, teamwork, and coordination of activities within individual units. Cons: Difficulties for the various departments t

15、o fully appreciate their role in the overall success of the organization.,.,23,Committees,Executive Operating Committee,Energy Conservation Committee,Safety (& Hygiene) Committee,.,24,Meetings,Morning Meeting,Monthly Staff Conference,Executive Committee Meeting,Monthly P&L (Profit & Loss) Meeting,Sa

16、fety & Hygiene Meeting,Energy Conservation Meeting,Departmental Morning Meeting / Operation Meeting,.,25,The Hotel Staffing System,Job Analysis: A thorough evaluation of the specific task performed for a particular job and the time required to perform them. Job Description: A detailed position descr

17、iption including the job title, pay, a brief statement of duties and procedures, working conditions and hours.,.,26,The Hotel Staffing System,Job Specification: an outline of the qualification necessary for a particular job. Job Redesign: it involves like job rotation, job enlargement, job enrichmen

18、t and flextime.,.,27,The Hotel Staffing System,Performance Evaluation: or performance appraisal, a systematic review of individual strengths and weaknesses of an employees performance. Compensation: The monetary and non-monetary rewards the managers, supervisors and employees receive for performing their jobs.,.,28,Key Concept,Organizing Front of