浙江工商大学饭店学英文版第二章教学教材

Chapter2OrganizationalStructure第一页，共29页。LearningObjectivesTobefamiliarwiththeorganizationofalodgingestablishment.Tounderstandsomebasichotelmanagementconcepts,e.g.PatternofAuthority,SpanandControl.Tolearnthehotelstaffingsystem.第二页，共29页。OrganizingTheprocessofstructuringhumanandphysicalresourcesordertoaccomplishorganizationalobjectives,involvedividingtakesinjobs,specifyingtheappropriatedepartmentforeachjob,determiningtheoptimumnumberofjobineachdepartment,anddelegatingauthoritywithinandamongdepartments.第三页，共29页。FrontandbackofthehouseFrontofthehouse(前台(qiántái))including:FrontOffice,Food&BeverageServiceSector,Housekeeping,thedepartmentsandsectorshaveregularguestcontacts.

Backofthehouse（后台）including:Engineering,Accounting,Administrationandthedepartmentsandsectorshavefewguestcontacts.第四页，共29页。Departmentsof

aLimitedServiceHotelGeneralManagerAuditFrontDeskHousekeepingMaintenanceSales第五页，共29页。

Departmentsofa

Full–ServiceHotelGeneralManagerRoomsFood&BeverageHumanResourceMarketing&SalesAccounting第六页，共29页。Departmentsof

afull–servicehotelGeneralManagerAssistantGeneralManagerResidentManagerDirectorofHousekeepingFrontOfficeManagerChiefEngineerDirectorSecurityDirectorofHumanResourceDirectorofFood&BeverageDirectorofSales&MarketingController第七页，共29页。RoomsDepartment

(FullServiceHotel)RoomDivisionManagerReservationFrontOfficeHousekeepingLaundrySecurityEngineeringPBX第八页，共29页。RoomDepartment

(FullServiceHotel)ResidentManagerI/CRoomsDirectorofHousekeepingOrExecutiveHousekeeperAssistantExecutiveHousekeeperFloorSupervisorPASupervisorLaundrySupervisorPAStaffRoomAttendantsFrontOfficeManagerAssistantFrontOfficeManagerAssistantManagerChiefConciergeReceptionistCashierBellBoy第九页，共29页。EngineeringDepartment

(FullServiceHotel)ChiefEngineerAssistantChiefEngineerSupervisorEnergyManagementSupervisorAdministrationSupervisorPreventative/MaintenanceHVAC,Electric,WaterInventory,WorkOrders,Purchasing,Utilities,ToolsPlumbing,Electric,Carpentry,HVAC,Painting,Masonry,Grounds,Television,Upholstery,Pool第十页，共29页。SecurityDepartment

(FullServiceHotel)DirectorSecuritySupervisorsSecurityOfficers第十一页，共29页。HumanResourceDepartment

(FullServiceHotel)DirectorofHumanResourceRecruitmentBenefitsPayrollLaborRelationTrainingPersonnelManager第十二页，共29页。Food&BeverageDepartment

(FullServiceHotel)DirectorofFood&BeverageAssistantF/BDirectorSousChef/PastrySousChefRestaurantManagerExecutive/ChiefStewardKitchenStaffServiceStaffWaiter/WaitressHostessStewardsExecutiveChefBeverageDirector/BarManagerBartenders第十三页，共29页。Sales&MarketingDepartment

(FullServiceHotel)DirectorofSalesSalesManagerConventionCoordinatorConventionServiceManagerDirectorofCateringAssistantDirectorofSalesAccountExecutives/SalesRepresentativesBanquetCaptains第十四页，共29页。AccountingDepartment

(FullServiceDepartment)FinancialController/FinanceSupportManagerF&BCostControllerChiefAccountantExecutive/ChiefStewardPurchasingStoreroomFrontOfficeCashiersRestaurantCashiersTimekeeperStewardsAssistantFinancialControllerGeneralCashier第十五页，共29页。ManagementFunctionPlanningOrganizingLeadingControllingAccomplishOBJECTIVEs第十六页，共29页。JobSpecialization(工作(gōngzuò)专业化)Tospecializethejobs,meansthedutiesarelimitedintoonespecializedscope.Ingenerally,jobspecializationcanincreaseworkerproductivityandefficiency.Butithastheproblemthatitmayresultinworkersperformingthesamedutiesagainandagain.Thismaycausethelowermorale,moreerrorsandworseservicequality.WorkTeamQualityCircleTotalQualityManagement第十七页，共29页。PatternsofAuthorityBoardofDirectorsGeneralManagerResidentManagerFrontDeskAgentBellCaptainConciergeDoormanRoomsDivisionManagerFrontOfficeManagerAutoValetCourtesyVanDriver第十八页，共29页。PatternofAuthorityCentralization:theauthoritydistributionDecentralization:empoweremployeeorsupervisors第十九页，共29页。WideSpanofControl

(FlatOrganization)第二十页，共29页。NarrowSpanofControl

(TallOrganization)第二十一页，共29页。ThePros(正面(zhèngmiàn)的)andCons(负面的)ofFunctionalOrganizationDesignPros:fosterefficiency,teamwork,andcoordinationofactivitieswithinindividualunits.Cons:Difficultiesforthevariousdepartmentstofullyappreciatetheirroleintheoverallsuccessoftheorganization.第二十二页，共29页。CommitteesExecutiveOperatingCommitteeEnergyConservationCommitteeSafety(&Hygiene)Committee第二十三页，共29页。MeetingsMorningMeetingMonthlyStaffConferenceExecutiveCommitteeMeetingMonthlyP&L(Profit&Loss)MeetingSafety&HygieneMeetingEnergyConservationMeetingDepartmentalMorningMeeting/OperationMeeting第二十四页，共29页。TheHotelStaffingSystemJobAnalysis:Athoroughevaluationofthespecifictaskperformedforaparticularjobandthetimerequiredtoperformthem.JobDescription:Adetailedpositiondescriptionincludingthejobtitle,pay,abriefstatementofdutiesandprocedures,workingconditionsandhours.第二十五页，共29页。TheHotelStaffingSystemJobSpecification:anoutlineofthequalificationnecessaryforaparticularjob.JobRedesign:itinvolveslikejobrotation,jobenlargement,jobenrichmentandflextime.第二十六页，共29页。TheHotelStaf