饭店管理学英文版第二章课件

Chapter2OrganizationalStructure.LearningObjectivesTobefamiliarwiththeorganizationofalodgingestablishment.Tounderstandsomebasichotelmanagementconcepts,e.g.PatternofAuthority,SpanandControl.Tolearnthehotelstaffingsystem..OrganizingTheprocessofstructuringhumanandphysicalresourcesordertoaccomplishorganizationalobjectives,involvedividingtakesinjobs,specifyingtheappropriatedepartmentforeachjob,determiningtheoptimumnumberofjobineachdepartment,anddelegatingauthoritywithinandamongdepartments..FrontandbackofthehouseFrontofthehouse(前台)including:FrontOffice,Food&BeverageServiceSector,Housekeeping,thedepartmentsandsectorshaveregularguestcontacts.

Backofthehouse（后台）including:Engineering,Accounting,Administrationandthedepartmentsandsectorshavefewguestcontacts..Departmentsof

aLimitedServiceHotelGeneralManagerAuditFrontDeskHousekeepingMaintenanceSales.

Departmentsofa

Full–ServiceHotelGeneralManagerRoomsFood&BeverageHumanResourceMarketing&SalesAccounting.Departmentsof

afull–servicehotelGeneralManagerAssistantGeneralManagerResidentManagerDirectorofHousekeepingFrontOfficeManagerChiefEngineerDirectorSecurityDirectorofHumanResourceDirectorofFood&BeverageDirectorofSales&MarketingController.RoomsDepartment

(FullServiceHotel)RoomDivisionManagerReservationFrontOfficeHousekeepingLaundrySecurityEngineeringPBX.RoomDepartment

(FullServiceHotel)ResidentManagerI/CRoomsDirectorofHousekeepingOrExecutiveHousekeeperAssistantExecutiveHousekeeperFloorSupervisorPASupervisorLaundrySupervisorPAStaffRoomAttendantsFrontOfficeManagerAssistantFrontOfficeManagerAssistantManagerChiefConciergeReceptionistCashierBellBoy.EngineeringDepartment

(FullServiceHotel)ChiefEngineerAssistantChiefEngineerSupervisorEnergyManagementSupervisorAdministrationSupervisorPreventative/MaintenanceHVAC,Electric,WaterInventory,WorkOrders,Purchasing,Utilities,ToolsPlumbing,Electric,Carpentry,HVAC,Painting,Masonry,Grounds,Television,Upholstery,Pool.SecurityDepartment

(FullServiceHotel)DirectorSecuritySupervisorsSecurityOfficers.HumanResourceDepartment

(FullServiceHotel)DirectorofHumanResourceRecruitmentBenefitsPayrollLaborRelationTrainingPersonnelManager.Food&BeverageDepartment

(FullServiceHotel)DirectorofFood&BeverageAssistantF/BDirectorSousChef/PastrySousChefRestaurantManagerExecutive/ChiefStewardKitchenStaffServiceStaffWaiter/WaitressHostessStewardsExecutiveChefBeverageDirector/BarManagerBartenders.Sales&MarketingDepartment

(FullServiceHotel)DirectorofSalesSalesManagerConventionCoordinatorConventionServiceManagerDirectorofCateringAssistantDirectorofSalesAccountExecutives/SalesRepresentativesBanquetCaptains.AccountingDepartment

(FullServiceDepartment)FinancialController/FinanceSupportManagerF&BCostControllerChiefAccountantExecutive/ChiefStewardPurchasingStoreroomFrontOfficeCashiersRestaurantCashiersTimekeeperStewardsAssistantFinancialControllerGeneralCashier.ManagementFunctionPlanningOrganizingLeadingControllingAccomplishOBJECTIVEs.JobSpecialization(工作专业化)Tospecializethejobs,meansthedutiesarelimitedintoonespecializedscope.Ingenerally,jobspecializationcanincreaseworkerproductivityandefficiency.Butithastheproblemthatitmayresultinworkersperformingthesamedutiesagainandagain.Thismaycausethelowermorale,moreerrorsandworseservicequality.WorkTeamQualityCircleTotalQualityManagement.PatternsofAuthorityBoardofDirectorsGeneralManagerResidentManagerFrontDeskAgentBellCaptainConciergeDoormanRoomsDivisionManagerFrontOfficeManagerAutoValetCourtesyVanDriver.PatternofAuthorityCentralization:theauthoritydistributionDecentralization:empoweremployeeorsupervisors.WideSpanofControl

(FlatOrganization).NarrowSpanofControl

(TallOrganization).ThePros(正面的)andCons(负面的)ofFunctionalOrganizationDesignPros:fosterefficiency,teamwork,andcoordinationofactivitieswithinindividualunits.Cons:Difficultiesforthevariousdepartmentstofullyappreciatetheirroleintheoverallsuccessoftheorganization..CommitteesExecutiveOperatingCommitteeEnergyConservationCommitteeSafety(&Hygiene)Committee.MeetingsMorningMeetingMonthlyStaffConferenceExecutiveCommitteeMeetingMonthlyP&L(Profit&Loss)MeetingSafety&HygieneMeetingEnergyConservationMeetingDepartmentalMorningMeeting/OperationMeeting.TheHotelStaffingSystemJobAnalysis:Athoroughevaluationofthespecifictaskperformedforaparticularjobandthetimerequiredtoperformthem.JobDescription:Adetailedpositiondescriptionincludingthejobtitle,pay,abriefstatementofdutiesandprocedures,workingconditionsandhours..TheHotelStaffingSystemJobSpecification:anoutlineofthequalificationnecessaryforaparticularjob.JobRedesign:itinvolveslikejobrotation,jobenlargement,jobenrichmentandflextime..TheHotelSt