饭店管理学英文课件

Chapter

21Organizational

StructureLearning

Objectives2To

be

familiar

with

the

organization

of

alodging

establishment.To

understand

some

basic

hotelmanagement

concepts,

e.g.

Pattern

ofAuthority,

Span

and

Control.To

learn

the

hotel

staffing

system.Organizing3The

process

of

structuring

human

andphysical

resources

order

to

accomplishorganizational

objectives,

involve

dividingtakes

in

jobs,

specifying

the

appropriatedepartment

for

each

job,

determiningtheoptimum

number

of

job

in

each

department,and

delegating

authority

within

and

amongdepartments.Front

and

back

of

the

house4Front

of

the

house(前台)including:FrontOffice,Food

&

Beverage

Service

Sector,Housekeeping,the

departments

and

sectorshave

regular

guest

contacts.Back

of

the

house（后台）

including:Engineering,Accounting,Administration

andthe

departments

and

sectors

have

few

guestcontacts.Departments

ofa

Limited

Service

HotelGeneral

ManagerAuditFront

DeskHousekeepingMaintenanceSales5Departments

of

aFull

–

Service

HotelGeneral

ManagerRoomsFood

&BeverageHumanResourceMarketing

&SalesAccounting6Departments

ofa

full

–

service

hotelGeneral

ManagerAssistant

General

ManagerResident

ManagerDirector

ofHousekeepingFront

OfficeManagerChiefEngineerDirectorSecurityDirector

ofHumanResourceDirector

ofFood

&BeverageDirector

ofSales

&MarketingController7Rooms

Department(Full

Service

Hotel)Room

Division

ManagerReservationFront

OfficeHousekeepingLaundrySecurityEngineeringPBX8Room

Department(Full

Service

Hotel)Resident

ManagerI/C

RoomsDirector

of

HousekeepingOr

Executive

HousekeeperAssistant

ExecutiveHousekeeperFloor

SupervisorPASupervisorLaundry

SupervisorPA

StaffRoom

AttendantsFront

Office

ManagerAssistant

Front

OfficeManagerAssistant

ManagerChief

ConciergeBellReceptionistCashierBoy9Engineering

Department(Full

Service

Hotel)Chief

EngineerAssistant

Chief

EngineerSupervisor

EnergyManagementHVAC,

Electric,WaterSupervisor

AdministrationPlumbing,

Electric,Carpentry,

HVAC,Painting,

Masonry,Grounds,Television,Upholstery,

Pool

10Supervisor

Preventative/MaintenanceInventory,

WorkOrders,Purchasing,Utilities,

ToolsSecurity

Department(Full

Service

Hotel)11Director

SecuritySupervisorsSecurity

OfficersHuman

Resource

Department12(Full

Service

Hotel)Director

of

HumanResourceRecruitmentBenefitsPayrollLabor

RelationTrainingPersonnel

ManagerFood

&

Beverage

Department(Full

Service

Hotel)Director

of

Food

&BeverageAssistant

F/B

DirectorSous

Chef

/Pastry

Sous

ChefKitchen

StaffRestaurant

ManagerExecutive

/

Chief

StewardStewardsService

StaffWaiter/WaitressHostessExecutive

ChefBeverage

Director

/BarManagerBartenders13Sales

&

Marketing

Department(Full

Service

Hotel)Director

of

SalesSales

ManagerConvention

CoordinatorConvention

ServiceManagerBanquet

CaptainsDirector

of

CateringAssistant

Director

of

SalesAccount

Executives/Sales

Representatives14Accounting

Department(Full

Service

Department)Financial

Controller

/Finance

Support

ManagerPurchasing

StoreroomF&B

Cost

ControllerChief

AccountantExecutive

/

Chief

StewardStewardsFront

OfficeCashiersRestaurantCashiersTimekeeperAssistant

FinancialController15General

CashierManagement

FunctionPlanningOrganizingLeadingControllingAccomplish16OBJECTIVEsJob

Specialization(工作专业化)17To

specialize

the

jobs,

means

the

duties

are

limitedinto

one

specializedscope.In

generally,

job

specialization

can

increase

workerproductivity

and

efficiency.

But

it

has

the

problemthat

it

may

result

in

workers

performing

the

sameduties

again

and

again.

This

may

cause

the

lowermorale,

more

errors

and

worse

servicequality.WorkTeamQuality

CircleTotal

QualityManagementPatterns

of

AuthorityBoard

of

DirectorsGeneral

ManagerResident

ManagerFront

DeskAgentBellCaptainConciergeDoormanRooms

Division

ManagerFront

Office

ManagerAutoValetCourtesyVan

Driver18Pattern

of

Authority19Centralization:

the

authority

distributionDecentralization:

empower

employee

orsupervisorsWide

Span

of

Control(Flat

Organization)20Narrow

Span

of

Control(Tall

Organization)21ThePros(正面的)and

Cons(负面的)of

Functional

Organization

Design22Pros:

foster

efficiency,

teamwork,

andcoordination

of

activities

within

individualunits.Cons:

Difficulties

for

the

various

departmentsto

fully

appreciate

their

role

in

the

overallsuccess

of

theorganization.Committees23Executive

OperatingCommitteeEnergy

ConservationCommitteeSafety

(&

Hygiene)CommitteeMeetings24Morning

MeetingMonthly

Staff

ConferenceExecutive

CommitteeMeetingMonthly

P&L

(Profit

&Loss)

MeetingSafety

&

Hygiene

MeetingEnergy

ConservationMeetingDepartmental

MorningMeeting

/OperationMeetingThe

Hotel

Staffing

System25Job

Analysis:A

thorough

evaluation

of

the

specific

task

performedfor

a

particular

job

and

the

time

required

to

performthem.Job

Description:A

detailed

position

description

including

the

job

title,pay,

a

brief

statement

of

duties

and

procedures,working

conditions

and

hours.The

Hotel

Staffing

System26Job

Specification:an

outline

of

the

qualification

necessary

for

aparticular

job.Job

Redesign:it

involves

like

job

rotation,

job

enlargement,job

enrichment

and

flextime.The

Hotel

Staffi