Organizational structure of a large hotel enterprise. Organizational structure of a modern hotel. Hotels differ on such grounds as

Organizational structure - is the construction of the organization in accordance with its size, needs and goals. The organizational structure and the management structure should ideally correspond to each other, so sometimes they are considered together, not differentiated. The organizational structure should correspond to the size of the organization. The increase in the size of the organization and the complication of its structure are accompanied by a proportional increase in the number of levels in the management hierarchy.

The direction and nature of the relationship between the elements determine the type of organizational structure. There are the following types of building organizational structures: linear, linear-functional and matrix.

Linear organizational the structure refers to centralized hierarchical organizational structures, where at the head of each level of the management hierarchy there is a sole manager who has the full range of powers and performs all management functions at his level.

Linear-functional(headquarters) organizational structure retains a linear hierarchy of subordination, however, heads of functional services and divisions are involved in management, who advise the line manager, help him in the development of specific programs, decisions, plans

matrix organizational structure is a lattice structure built on the principle of dual subordination This is a modern effective type of organizational structure. A distinctive feature of the matrix structure is the presence of an employee at the same time two managers with equal powers, to whom the contractor reports on the results of work.

The organizational structure of the management of a hotel enterprise is the composition of services or departments in the hotel management system and certain interrelationships, location and interaction. This understanding of the structure is specified in seven principles of its construction:

1. Division of labor and specialization is a decomposition complex work into simple ones that are easy to repeat, master, consolidate in skills. When designing hotel workflows, the amount of work that service personnel can do and the amount that needs to be done must be balanced with the abilities and skills of the staff. It is important to determine the specialization in which the activity would be efficient and uniform. The business process must be constantly reviewed so that there are no significant changes that adversely affect certain operations.

2. Clear lines of power - it is the principle that determines the structure of power. Power is determined by the board of directors hotel enterprise and implemented through powers. The council is the beginning of the line of authority in the hotel's operations. The president or top managers are accountable to the board of directors. The top manager is empowered to recruit specialists and, by his own decision, give them power, but on a different level. Thus, a hierarchy of power is built up, and the management structure takes on a hierarchical form. It is necessary to avoid the intersection of areas of power and authority, as this leads to contradictions in the performance of work, inconsistency in deadlines, etc.

3. Separation of responsibility- this is the principle that determines the organization of the labor process of a hotel enterprise. The activity of a manager is characterized by functions (what he can do), duties (what he must do) and responsibility (for what he must be responsible). Functions and responsibilities may overlap, but the responsibilities and responsibilities in hotel management practice often do not correspond to each other, that is, one person does the work, and another is responsible for it. This situation cannot be considered normal. Responsibilities should strictly correspond to the duties of the manager. This is even more important in the combination of responsibility and power.

4. Combination of powers and responsibilities- This is a principle, the implementation of which makes it possible to prevent the abuse of power and motivate the responsible attitude of the manager to the problems being solved. It is impossible to exercise authority and avoid responsibility, at the same time one cannot be responsible for what is not included in the authority. When authority and responsibility are delegated to a subordinate to perform a certain job, the manager is not released from responsibility to higher management for the performance of the corresponding task.

5. Functional restriction of activity is the principle associated with the division of labor. The division of labor implies both functional differentiation and limitation of activity. This determines the integrity of tasks, clarity in establishing responsibilities and duties. Accordingly, the manager of one division cannot give a task or transfer powers and responsibilities to employees of another division, he cannot interfere in the area of activity for which he himself is not responsible. If this happens for one reason or another, it creates moral problems.

6. Control range(norms of subordination) is the number of employees or employees that the manager manages directly. It is believed that the normal control range is 10-12 people. However, this is not necessary for all departments of the hotel. It all depends on the type of work, people and level of management. Management of large collectives is less efficient. If the manager manages too small a group, then his time is also used inefficiently. Staff not fully busy with work, creates costs generated by shortcomings in the organization of labor. The manager must determine the employee the task that he can do, and as needed to help him. This allows you to keep the level of control efficiency at the highest possible height.

7. Communications- these are links between functions, divisions of the management system and between hotel staff, without which joint activities are impossible. Communication can be verbal or written. Some of them should only have written form so that later there are no questions about what was said, by whom, when. The communication aspect of management reflects the experience, science and art of management.

The structure of the hotel can be divided into two components:

· The technical structure of the hotel enterprise is the material base of the hotel, formed by buildings, equipment and technologies. The technical structure is rigid, it determines the necessary professional composition of workers.

· social structure formed by the hotel staff, existing formal and informal groups, all the variety of personal and industrial relations, links between structural divisions horizontally and vertically. The social structure is flexible, changing depending on the situation.

The implementation of these principles is necessary to create an effective management system for a hotel enterprise.

Just as no two people are the same, no hotel is exactly the same. Each hotel has its own face, its own zest and personality.

Before proceeding to the description technological processes in a hotel, you need to consider the principles organizational building hotel businesses.

Each enterprise is unique in its own way. Apparently, therefore, each hotel has its regular customers, regulars who find some advantages for themselves in the chosen hotel. The right of any hotel to create its own organizational model, the position of the hotel staff can be indicated in different ways. It is important that the hotel enterprise qualitatively fulfills its main purpose - serving guests, maximizing their needs and generating income.

The organizational (managerial) structure of a hotel enterprise depends on many factors. First of all, it depends on the capacity of the enterprise. In large hotels, the management structure is much more complicated than in small and medium-sized ones. It is clear that a small private B & B hotel (short form of the English name "bed and breakfast") is fundamentally different from a large metropolitan business hotel. If in a small private hotel (usually family business) family members are both managers and ordinary employees, then in large hotels with a large staff there is a specialization of personnel to perform a certain type of work.

Depending on the capacity, the following groups of hotels can be distinguished:

· ultra-small (up to 20 beds) - 65% of all hotels in the world;

· small (from 20 to 100 places) - 24%;

medium (from 100 to 500 seats) - 8%;

large (more than 500 seats) - 3%.

As practice shows, medium-sized hotels are considered the most profitable, efficient, flexible in management. The organizational structure of a modern hotel also largely depends on its purpose, location, consumer segment, hotel category, form of ownership, and much more.

Depending on the target markets, hotels can be classified as: business hotels, airport hotels, apart hotels, residential hotels, resort hotels, casino hotels, etc. Based on this, in a resort hotel it is advisable, for example, to have an animator who will exercise with vacationers, play chess or darts. In a large business hotel for business people, this position will probably be superfluous. Another classification feature is the level of comfort. There are more than 30 hotel classification systems in the world according to the level of service and the number of services offered. The "star" system is the most common, it is recommended by the World Tourism Organization (WTO). The star system is used in France, Austria, Hungary, UAE, China, Russia and many other countries. According to this classification, hotels are divided into five different categories, motels - into four. Five stars (*****) correspond to the highest category, one (*) - to the lowest. Motels can have a maximum of four stars.

In addition to the "star" there are other systems for classifying hotels according to comfort: a system of letters (widely used in Greece); system of crowns or keys (Great Britain); a system of discharges, as well as suns, moons, roses, diamonds, palm trees, Christmas trees, fish, butterflies, pyramids, turtles, shells (mainly on islands), tridents, even camels, etc.

It is rather difficult to classify hotels by comfort due to their great diversity and differences in the criteria for assessing the quality of service by different states. Until now, there is no single organization in the world that standardizes the level of hotel service. As a rule, this is the competence of the national hotel association.

In our country, until 1994, there was a system for classifying hotels by categories. In 1994, GOST RF R-50645-94 “Tourist and excursion services. Classification of hotels. According to this standard, a "star" hotel classification system was introduced in Russia. By the Decree of the State Standard of the Russian Federation of June 26, 2003, this GOST was canceled. For a relatively short time in Russia, the “Regulations on state system classification of hotels and other accommodation facilities”, approved by order of the Ministry of Economic Development of the Russian Federation of June 21, 2003 No. 197. Currently, the classification of hotels by comfort level (by “star” category) is carried out on a voluntary basis in accordance with the order of the Government of the Russian Federation of July 15, 2005 No. 1004-r "On the classification system of hotels and other accommodation facilities" and Order No. 86 of July 21, 2005 of the Federal Agency for Tourism (ROSTURISM) (see Appendix 1).

The material and technical support of the hotel, the list and quality of the services provided must comply with the requirements of the category assigned to it. The requirements for hotels of different categories are numerous and varied (for example, for a five-star hotel, the list of requirements may consist of two hundred or more items). These requirements are detailed in Appendix 1.

The organizational structure depends largely on the form of ownership of hotel enterprises. Hotels can exist as independent commercial enterprises or be part of hotel chains.

The greatest variety of forms of ownership of hotel enterprises can be observed in large cities. According to the form of ownership, Moscow hotel enterprises are divided into four large groups:

1. State unitary enterprises - 12.2%, are the property of the city and have, basically, categories of 3-4 stars.

2. Joint stock companies, including with the participation of the Moscow government - 24.4%, category 3-4 stars.

3. Joint ventures with participation of foreign capital - 6.7%, category, as a rule, 4-5 stars.

4. Departmental hotels - 56.7%, have the lowest class, have 1-2 stars or are not certified at all.

Trying to reduce the number of employees and thereby save money, some hotels abolish entire departments or divisions. As a result, the classiness of the hotel may fall, its level of comfort may decrease. The number of employees should be optimal, so that the company operates profitably and at the same time the quality of service does not suffer. According to the proposals of the WTO Secretariat, the average number of attendants per room should be for hotels:

one star - 0.4 or more;

two stars - 0.6 or more;

three stars - 0.8 or more;

four - 1.2 or more;

five stars - 2 or more.

At the same time, there are hotels in the world that can afford a client-employee ratio of 1 to 3 or more (for example, Al Maha hotels, Arab Tower hotels in the UAE in Dubai).

It is impossible to offer a single ideal organizational model of a modern hotel, it is only possible to highlight the most common moments of hotel organization. However, it is difficult to imagine a modern, fairly large metropolitan hotel without the following basic services:

1. Room management service (Room division).

2. Administrative service(Administration Department).

3. Food and Beverage Department.

4. Commercial service (Sales and Marketing Department).

5. Engineering and technical service (Technical Department).

The composition of these services may include various departments, divisions. The structure, functions, composition, subordination in these services may differ, vary in individual hotels. There are departments that are difficult to rank among the above services. These are all kinds of services of additional and related services (Additional Services). These may include:

· currency exchange point;

kiosks selling souvenirs, press, books, flowers, pharmaceutical products;

various shops, boutiques;

car rental and much more.

Often the staff of these divisions is not included in the staff of the hotel enterprise, these divisions are tenants. When attesting a hotel, it takes into account the range of services offered by tenant enterprises. The wider this spectrum, the higher the status of the hotel.

Lately in Russian hotel market many hotels with foreign management appeared. Foreign hotel companies offer their own service technologies, as well as their own terminology for designating services, departments and positions of hotel employees. A modern hospitality specialist should be well versed in basic hotel terms and their English equivalents.

All departments of the hotel can be divided into two large groups: Front of the House - departments whose employees are directly involved in serving guests (reception and accommodation services, restaurant services, bar, etc.) and Heart of the Hotel (Heart of the House) - departments whose employees do not have direct contact with customers (accounting, personnel department, engineering service, etc.). Percentage-wise, Front of the House employees account for approximately 34% of the hotel's total workforce. About 66% fall respectively to the share of Heart of the House employees.

On a financial basis, hotel services are divided into profit centers (reception and accommodation service, restaurant, bar, cafe, etc.) and support centers (accounting, secretariat, training department, advertising department, etc.).

Number management service. This service is the largest in terms of the number of employees. It employs, as a rule, from 50% or more of the entire staff of the hotel.

The reception and accommodation service is headed by the head (Front Office Manager). Most often, the head of this service is subordinate to the front desk staff (Reception = Front Desk), Reservation Department specialists, telephone exchange employees (PBX = switch = РВХ - Private branch exchange), business center employees (Business Center ), joint service team personnel (uniformed attendants = porter's department). The staff of the reception and accommodation service solve the issues of booking rooms, receiving guests, their registration and placement in rooms. The staff of this service is the first to meet guests, is constantly in contact with them, and the last of the services sees off the guests of the hotel.

As for the reservation department, in some hotels it may refer to the marketing and sales service. In addition, the reception and accommodation service may include a courier, cloakroom attendants, car parking attendants, etc.

Economic service. You can also find other names for this unit, such as: floor service, maid service, service hotel industry, the service of economic support and maintenance of the hotel, the service of operation, the castellan service, etc. The structure, functions, composition, subordination in this service can also be differentiated in different hotels. However, the essence does not change. The purpose of this division is to provide guest room service, maintain the necessary sanitary and hygienic condition of guest rooms and public premises, provide household services clients. No hotel can exist without this service. This service is usually headed by a woman. This position can be called differently in hotels - the head of the housekeeping service, the head of the floor service, the head of the hotel management service, the manager of the floor and housekeeping service, the manager of the maid service, etc. As for hotels with foreign capital, there are these names may be: Head Housekeeper, Housekeeping Manager,

Executive Housekeeper, Director of internal services, Director of housekeeping operations, Gouvernante General (the latter name is more typical of hotels with French management).

Usually in large hotels, there is a Deputy (Assistant Housekeeper) under the head of the Housekeeping service; Assistant Supervisors or Head Housekeepers (HSKP Supervisors); staff of maids (chambermaids); Laundry/Dry Cleaning Service and Linen Room staff; employees of the health club (Health Club) or sports center (Fitness Center); florists.

Administrative service. This service most often includes the secretariat (Executive office), the settlement part (Controlling Department = Accounting Department), the personnel department (Human Resources Department = Personal Department).

The settlement part of the hotel, or accounting, decides everything financial questions. In its composition, this division has a chief accountant (Controller), deputy chief accountant (Assistant Controller). In the settlement part, there is a specialization of accountants in performing certain operations. So, one accountant processes payment documents coming from the reception and accommodation service and related to the receipt of payment for accommodation and additional paid services. Another accountant maintains all financial records coming from the catering service. The third deals with calculations related to accruals wages hotel staff. This department also needs a cashier. Within the framework of this service there may be a department of debtors, a department of creditors. As a rule, the financial service of the hotel includes the department of control over the movement of goods and prices (Cost Control), as well as the supply department (Purchasing Department).

The personnel department, or, in other words, the human resource management department, decides on the selection, placement, promotion of personnel, organization of training and advanced training. This unit is designed to create and maintain the necessary working conditions, safety precautions. The division is headed by the head of the personnel department (Personnel Manager), or in other words - the personnel manager (Chief Human Resources Manager). Large hotels provide for the position of Assistant Human Resource Manager, Training Manager. Some hotels have positions of a secretary, an inspector without attestation, a psychologist, an environmentalist, etc. Often the security service (Security), including the staff of the service entrance (Staff Entrance), as well as the staff of the medical center (Doctors), are subordinate to the personnel department.

Catering service. This service provides customer service in restaurants, bars, hotel cafes; provides services for banquets and events in the banquet halls of the hotel; Responsible for food preparation, food and drink storage, kitchen cleaning, dishwashing; takes orders and delivers them to rooms, in some hotels - control and replenishment of food and drinks in mini-bars; Responsible for the organization of service in the staff canteen.

The catering service in a large hotel includes, as a rule, a kitchen (Kitchen), a banquet service department (Banqueting), a restaurant service department (Restaurants), a service on the floors (Room service), a bar service department (Bars), a catering department (Catering), stewarding service (Stewarding), canteen for staff (Canteen).

The Food and Beverage Department Manager is in charge of the catering service. The service includes: the head chef (Head Chef), cooks, head waiters, waiters, bartenders, Room-service employees, cashiers in restaurants and cafes, staff of various workshops in the kitchen, staff of the working dining room, stewarding service staff, cleaners, etc. d.

Commercial service. This service deals with issues of sales strategy, is responsible for the occupancy (loading) of the hotel, the conclusion of corporate contracts, conducts market research, carries out information and advertising activities of the hotel.

The Public Relations and Press Department is responsible for creating a favorable image of the hotel in the public opinion and manages work with the press.

This service may include both the Catering and Sales department and the Reservation Department. The service is headed by the head (Director Sales and Marketing). He reports to: the Director of Sales with Sales Managers and Group Coordinators; head of marketing department (Marketing services manager) with a group of specialists in PR and advertising; sales manager of banquet halls, as well as the manager of the reservation department (Reservation Manager) with his assistants (Reservation Supervisors and Reservation Secretaries).

Engineering and technical service. This service monitors the serviceability of all engineering and technical equipment of the hotel:

· sanitary-technical (water supply, sewerage, hot water supply, heating, ventilation, air conditioning, garbage chute);

· energy economy;

low current devices and automation;

TV and communication systems;

· refrigeration equipment;

· computer technology etc.

The structure of this service includes: chief engineer (Chief Engineer), maintenance service personnel (carpenters, electricians, plumbers), landscaping service (painters, gardeners), dispatchers (Dispatchers). The hotel may have its own computer department (EDP Department).

In modern hotels, great attention is paid to providing an elite, personalized service to customers. Upscale hotels offer services of concierges (Concierges) and butlers (Butlers), who can fulfill the most unusual requests of customers that are not provided for by any price lists and price lists (of course, within reasonable limits). So, the guest service department is replacing the usual service bureau in modern hotels. The service is usually headed by a director (Director guest service). This service employs concierges, butlers, coordinators, stewards. The functions of this service are diverse.

Not a single service in the hotel can be singled out as the main one. Absolutely all services are equally necessary and important. Each service contributes to the common cause, and the success of a hotel enterprise depends on the consistency and coherence of the work of a huge number of employees of different services, divisions and departments. Quality customer service requires close interrelation and cooperation between all departments of the hotel.

Existing in the hotel Information Systems combined into different services. In the first place is internal organization, which is designed to manage employees and direct their activities to achieve the goals of the enterprise.

Strict subordination and internal communications of the organization will help to correctly design information systems.

The structure of the hotel enterprise includes the following services:

1) service department;
2) food complex;
3) personnel department, accounting department.

The service department includes:

1) chief administrator;
2) room management service;
4) reservation department;
5) reservation department;
6) administrative and economic unit;
7) communication;
8) attendants (porter service, maid service);
9) security service;
10) financial service;
11) personnel service;
12) secretariat;
13) night auditor.

The food complex may consist of:

1) kitchens;
2) restaurants;
3) bars, cafes;
4) sections for cleaning the interior and washing dishes;
5) department of servicing mass events.

Now let's take a closer look at each department. Most hotels have a linear-functional management structure.

The main responsibilities of the chief administrator can be considered the maintenance of balance guest accounts, the offer of hotel services to guests (delivery of mail, messages, faxes, etc.), management of the sale of rooms. The chief administrator controls the automated control system. Automated system management is a system consisting of a set of computer programs with which you can collect and use information designed for the operation of management and support offices. The automatic control system includes four special important programs, which provide the administrator with the necessary information in such areas as:

1) general management issues;
2) management of settlements with guests;
3) management of the reservation service;
4) guest service management.

The room management service reserves rooms, receives guests, registers and accommodates them, maintains the sanitary and hygienic condition of the rooms, and also provides household services to guests.

The service includes:

1) director;
2) room operation manager;
3) reception and accommodation service;
4) maid service;
5) service department;
6) messenger service;
7) porter service;
8) concierge service;
9) security service.

Reception and accommodation service. The guest's first impression of the hotel depends on this service. The tasks of the service are to control the process of receiving and accommodating guests, resolving conflicts. The accommodation service uses unreserved rooms to sell directly to customers at a higher price.

Reservation service. The manager who is at the head of this service reports to the director of the service department. The main task of managers is to sell all the empty rooms in the hotel for the highest possible price, convincing the client that the hotel meets his requirements and even exceeds his expectations. The manager must fight for each client.

The booking service collects booking requests and monitors the increase in demand, based on which it increases the cost of accommodation. Rooms that have not been booked in advance are transferred to the accommodation service in order to subsequently sell them at a higher price. The responsibilities of this service include monitoring the situation in the hotel or hotel, collecting applications for the reservation of vacant rooms and identifying an opportunity for increased demand that the hotel could use to increase the cost of accommodation in order to generate more income for the enterprise.

The administrative service is the largest service, employing about 50% of all employees. Surveys conducted among guests emphasize the importance of this service.

The communications service provides internal communication for official use, communication with the client. The call center operates around the clock.

Service staff. At the head is the manager, who is subordinate to the porters, porters and bellboys.

Doormen meet guests at the entrance to the hotel. They are usually dressed in bright uniforms. Doormen's duties include welcoming guests, helping out of the car or calling a taxi.

The porter service controls the hotel's room stock, keeping a file on the occupancy of rooms and availability, and performs the functions of an information center. Information through the porter service moves in two directions - to guests (when it comes to informing about the types of services provided by the hotel, local attractions, public transport, etc.) and to various departments of the hotel enterprise.

The maid service is the most functionally significant unit when it comes to receiving hotel accommodation services, since this unit is responsible for cleaning the rooms, halls, corridors and other internal premises in which customers are received and served. The duties of this service include cleaning rooms, halls, corridors.

The person in charge of the maid service is responsible for the work of the staff in maintaining cleanliness and order in residential and office space hotels.

The head maid receives instructions from the director and brings them to her subordinates, distributes duties among them, while simultaneously performing the administrative functions assigned to her by the executive director.

The bellboys should escort the guest to his room, help carry the luggage and settle into the room. The bellboy explains to the guest what and how it works, for example, laundry, TV, room service, restaurant, swimming pool.

The security service performs the functions of maintaining order and security in the hotel, since the enterprise is responsible for ensuring the reasonable security of its customers. This service deals with issues such as developing strategies for responding to emergencies, day-to-day room security, key control, hotel entrance control, territory control, safes, information collection and storage, alarm system.

The hotel enterprise can entrust the performance of these duties both to its own service and to involve a third-party organization.

All financial matters and personnel are in charge of the administration service. This service creates and maintains the necessary working conditions for personnel, controls the norms and rules of safety, fire and environmental safety. She manages and is responsible for all hotel services. Administrative services include:

1) financial service;
2) personnel service;
3) secretariat;
4) fire safety engineer;
5) safety engineer.

The financial service deals with the financial support of the enterprise, receives reports from the cashiers of each outlet of the enterprise, including the food service, porter service, souvenir kiosks and sports complexes, if any. The service in question maintains a unified financial accounting of expenses and income of the enterprise income from outlets, conducts operations to record paid working hours, paid bonuses, as well as received individual workers tips.

The personnel department solves the issues of selection, placement and advanced training of personnel. The responsibilities of this unit include maintaining the personal files of all hotel employees.

The secretariat deals with the issues of documentation and information support of activities hotel complex.

Night Auditor. His job starts at night and consists of checking and summarizing guest accounts payable.

Service Catering serves guests in cafes, bars, restaurants on the territory of the hotel, and also organizes and serves banquets, presentations, etc.

The catering service includes:

1) bars;
2) cafe;
3) restaurants;
4) kitchen.

The responsibilities of the catering manager are:

1) compiling a menu;
2) delivery of necessary products;
3) quality control of finished products;
4) distribution of maintenance personnel by sections.

Food service departments are headed by managers. This department includes managers who monitor room service.

The basis of all restaurants is the menu according to which guests are served.

Kitchen. The role of this service is very important, since every person has a need for food. Vacationers experience a greater sense of satisfaction if the food was prepared tasty and nutritious. A lot depends on the qualifications of the chefs.

This service includes restaurants, bars, cafes, room service.

The only thing that can spoil the impression of a well cooked meal is bad service. To prevent this from happening, the staff must serve the guest on time.

For the proper functioning of the kitchen, it is necessary that food and beverages be delivered in sufficient quantities and on time. good quality. Beverage department and food products keeps track of those foods and drinks that are enjoyed most in demand, is constantly looking for an opportunity to update the range.

The transport department serves guests by bringing them to the hotel, providing cars for tourists to use, ensuring timely delivery of food and drinks.

Gambling establishments, leisure centers offer gambling business services to hotel customers, such as slot machines, casinos, all kinds of games and entertainment. The leisure center organizes various meetings, concerts, excursions, various circles according to the interests and hobbies of guests, etc. In a word, this department is engaged in attracting guests to active recreation.

The commercial service analyzes the results of economic and financial activities. At the head of the commercial service is Commercial Director. He oversees the organization of banquet services. Representatives of commercial services are looking for contacts with the organizers of congress events, discussing the use of hotel premises for meetings and conferences.

Engineering services are responsible for Technical equipment and equipment of the hotel (air conditioning, heating, etc.).

The engineering services include:

1) chief engineer;
2) current repair service;
3) territory improvement service;
4) communication service.

The list of support services includes laundry and linen services, cleaning services, warehouse.

Additional services include paid services:

1) sauna;
2) swimming pool;
3) hairdressing salon;
4) solarium;
5) sports facilities and other units.

There are also hidden subdivisions in hotels. This is the sales and marketing department.

The responsibilities of sales and marketing staff can be divided into four groups, including:

1) sale of a hotel product;
2) sale of services for organizing business seminars and conferences;
3) advertising;
4) public relations.

The marketing department works in close cooperation with the administrative service. The task of marketers is to research the market and determine the segment in which they will work. They also study the work of their competitors, identify their strengths and weak sides. If a guest has any need, the administrative service informs not only the department that can satisfy this need, but also the marketing department.

The marketing department is an analytical center that collects various kinds of information and builds a sales strategy based on it.

The information department consists of systems divided into several modules.

Manager module (hotel management support system). It generates reports in automatic mode. You can, for example, set the system to print out reports on the activities of various departments at a certain time.

Administrative service module. This system collects data on technical condition rooms, room status, room rates, current hotel occupancy. With its help, reservation and registration of guests are carried out, regular customers. We can say that the administrative service maintains a personal account of the guest, which reflects the costs that the guest has made in the room, the payment for food in a restaurant, cleaning clothes at a dry cleaner, etc.

The Reservation Department module is designed for automated work of the room reservation department.

Power subdivision module. The kitchen receives information from suppliers, from the room service department to the central kitchen terminal - orders from hotel customers. Orders are also transferred from trading floors.

Maid department module. This module is used for information about the state of rooms. Each number is assigned the status of either Free or Busy.

The information department is located, as it were, outside the hotel and therefore is not included in the main network of the hotel complex. Employees information department are the "suppliers" of hotel guests and therefore have no direct connection to the hotel's internal departments.

A separate place in any hotel enterprise is occupied by the head. Decisions of a strategic nature (orientation to resort services, the procedure and system of settlements with clients) are made by the owner, general director or manager of the hotel, who occupy the main place in the field of management.

The general director or manager is the representative of the owner of the enterprise in front of the management staff, on the one hand, and the guests of the enterprise, on the other.

Besides, CEO solves problems related to the general activities of the enterprise, including the implementation of a financial policy, which includes the determination of limits on the costs of maintaining personnel, limiting appropriations for administrative and economic needs, procurement policy issues, etc.

In large hotels and hotels for round-the-clock supervision and control of personnel, there is an executive committee and the position of executive director. The presence of an executive committee is typical for hotel enterprises, where there is a share of foreign capital. This committee includes heads of various departments of the hotel enterprise.

Heads of structural divisions make decisions within their divisions and are accountable to higher management.

Hotels also have an average managerial link, which includes certain management services. Each service has a manager, deputy manager, supervisor and hostess.

In the entire hierarchy of management, leadership occupies a dominant role. In order for local management to be more effective, it is necessary to have several levels of management, and there should be a minimum number of units.

In the hotel industry, the use of the terms "department", "department", "service" is not stable. In most hotels, large structural divisions ("housing stock", "food plant", "accounting", etc.) are called "departments" ("division"). Smaller subdivisions within departments (such as "banquet service" and "room service" within a catering facility) may be referred to as "subdivisions", "services" ("department"), or something else.

To classify various services inside the hotel in the world, the terms "front of the house / FOH" and "back of the house / BOH" are used (from the English "facade" and " backside at home"). Accordingly: services that work directly with guests, and services that do not have contact with guests.

"FOH" includes: a food factory and housing stock (including a reception service and a reservation department). To "BOH": department technical operation buildings, accounting, personnel department.

Another type of classification of structural divisions of the hotel is financial. Departments and services within departments are divided: into "direct profit centers" and "maintenance and supply centers." Direct profit centers directly bring profit to the hotel by selling goods or providing services to guests. These are: reception and accommodation service, catering, etc.

Hotels of different size and nature of specialization will also have features in their organizational structure, but nevertheless, with any specific form of organization of a hotel enterprise, a number of its most important functions must be guaranteed to be performed. In addition, exclusively an important factor is harmony in the activities of all structural divisions of the hotel.

Large, medium and small enterprises should differ in their organizational structure. But in any case, for successful work it is necessary that key services be personally controlled.

In a small enterprise, there is no special need to maintain its own personnel department: these functions can be performed for their department by each of the heads of those departments, the need for the existence of which will be recognized.

The founding meeting will convene the director, Executive Director, Chief Accountant together once a week for an hour or two to discuss following topics: guests, employees, overall quality management, occupancy forecasts, staff training, major expense items, renovation issues, energy savings, new legislation, enterprise profitability.

Figure 1. shows an approximate diagram of the organizational structure of a hotel enterprise, shows the relationship between departments and individual employees of the hotel. The scheme clearly demonstrates to each worker his place in the social process. Such a structural diagram allows the director of the hotel and management to clearly see the big picture: what and how each employee does. All employees are assigned to separate structural divisions of the hotel with clearly defined responsibilities and powers.

The duty of the administrator is to improve the service to the guests. Functions: evaluate room occupancy; calculate the average revenue from the room for the previous night; clarify collective applications for the next month; view the list of departing and arriving guests on that day; view the list of important guests and prepare registration papers; take part in constituent meetings; check work schedule Conduct guest service staff training.

Rice. 1. An example of the organizational structure of a hotel enterprise

The chief accountant analyzes the results of economic and financial activities.

Manager dealing with operational and strategic planning.

Restaurant(cook, bartender, waiter) provides service to the guests of the enterprise in the restaurant, hotel bar, resolves issues related to the organization and servicing of banquets, presentations.

The head of the household is responsible for the direct purchase of products and consumables, their storage, distribution and accounting.

Auxiliary services (guards, maids) ensure the operation of the hotel complex, offering laundry, linen services, and cleaning.

Each employee should not only know their immediate responsibilities and functions, but also have a good understanding of exactly how their work correlates with that performed by other employees or departments, and how their overall activities affect the efficiency of the hotel. It is extremely important for the director to constantly compare the scheme mentioned above with the range of services provided by the hotel - this will allow one to conclude whether there is an excess of labor force in certain areas and vice versa.

These days, in small hotels, there are usually few problems associated with the organizational structure. The distribution of tasks, the definition of powers and responsibilities, as well as the relationship between members of the enterprise can be built on a personal and informal basis. But most hotels require some kind of structure by which interpersonal relationships are shared and coordinated. In large hotels, there is a need for a neat and purposeful organizational structure.

The organizational structure of the hotel enterprise is determined by the purpose of the hotel, its location, the specifics of the guests and other factors. It is a reflection of the powers and responsibilities assigned to each of its employees. But this does not prevent us from identifying the main services available in any hotel:

- Room management service (guest service department);
- Catering service;
- Administrative service;
- Commercial service;
- Engineering ( technical services);
- Auxiliary and additional services.

Regardless of the factors affecting the size of the hotel enterprise and the composition of its structure, there is the concept of "guest (or technological) cycle", which defines the minimum set of hotel services necessary for the production and sale of a quality hotel product (Fig. 1).

In hotel enterprises of various types and sizes, the number of services serving the "guest cycle" may be more or less. Their functions may also differ. For example, only in the structure of large hotel complexes, reservation and maintenance services are independent structural units. In small and medium-sized enterprises, the functions of booking and customer service are performed by reception and accommodation staff. This also applies to the marketing service, engineering and operational, financial and accounting, commercial services.

The same "guest cycle" allows you to clearly divide all hotel services into two levels, depending on the degree of contact with the consumer. The first level is the services, the personnel of which has direct contact with the consumer (contact services), the second level is the services, the personnel of which has practically no contact with the guest (non-contact services).

The management of any hotel enterprise is carried out on the basis of an organizational structure chosen independently. At the same time, it is necessary to ensure the effective disposal of management functions by departments with the following requirements: the solution of the same issues should not be under the jurisdiction of different departments; all management functions should be the responsibility of the management units; one unit should not be entrusted with solving issues that are solved by others more effectively. The structure tree represents the joint activity of several organizational structures or services:

- Number Management Service fund (service department or accommodation service) deals with the following issues: booking rooms; reception of tourists staying at the hotel, their registration and accommodation; sending tourists home or to the next point of the travel route after the end of the tour; provision of room service; maintaining the necessary sanitary and hygienic condition of the rooms and the level of comfort in the living quarters; provision of personal services to guests.

The service department includes the following divisions:

Director or Room Operations Manager.

Booking service. The functions of the booking service include: receiving applications and processing them, compiling the necessary documentation: a schedule of arrivals for each day (week, month, quarter, year), maps of the movement of the number of rooms.

Reception and accommodation service (main administrator service, porter service). This service is often referred to as the heart or nerve center of the hotel. This is the service with which the guest has the most contact and where he most often turns for information and services during his entire stay at the hotel. The first favorable impression means a lot for the overall assessment of the work of the enterprise. A negative impression will cause the guest to be wary of other services.

The most important functions of the reception service include: greeting the guest; fulfillment of the necessary formalities for its placement; distribution of rooms and accounting for free places in the hotel (this function can be performed by a separately formed porter service); issuing invoices and making settlements with clients (preliminary and final); maintaining a guest card.

Service for the operation of the number of rooms (maid service; administrative and economic service; castellan service). The largest division of the hotel in terms of the number of employees. It employs up to 50% of all employees of the hotel. At the head is the director or, as he is called in foreign hotels, the executive (or main) castellan. The maids, floor attendants, supervisors and other categories of workers are subordinate to him.

The most important function of the service is to maintain the necessary level of comfort and sanitary and hygienic condition of hotel rooms, as well as public spaces.

The main task of the maids is to clean the rooms, regardless of whether they are busy or not. The duty of the maid is also charged with checking the safety of the equipment of the room. Depending on the type of hotel, each maid cleans and puts in order from 16 to 20 rooms.

Some hotels have a supervisor position who oversees the work of the maid shift to make sure the rooms are cleaned to standard.

In hotels high categories service (suite) there are stewards who start work in the afternoon. Their duties include providing each room with fresh towels, giving the room a smart look, etc.

In addition, the structure of this service may also include laundry, dry cleaning, ironing and other services that provide hotel rooms and guests with the necessary accessories for a comfortable stay. The creation of these services depends on the size, category of the hospitality enterprise and some other factors.

The activity of the head of this service directly in the work of various categories and types of hotel enterprises varies. For example, the role of the chief castellan in corporate and independent hotels may differ slightly in the purchase of furniture and equipment. A large independent hotel relies entirely on the experience and knowledge of the head castellan, while in a hotel chain this is handled by a corporate buying agent. The Chief Castellan is responsible for maintaining a significant amount of documentation. He not only draws up a work schedule and evaluates the work of department employees, he is also responsible for the safety and proper appearance of furniture in guest rooms, halls and halls, supplying maids with supplies of detergents and cleaning products, accounting and replenishing bed linen, supplying rooms with baths and sanitary hygiene items, etc.

Service department (porters, bellboys, cloakroom attendants, garage employees, concierges, messengers). Due to the importance of the first impressions of the client, special responsibility rests with the service personnel, or uniformists. The maintenance staff is headed by a manager. Doormen, bellboys, cloakroom attendants, employees of the garage economy, concierges, messengers are subordinate to him.

The first guests at an unofficial level are employees of the garage. The attendant of this service greets arriving guests, opens the car doors, helps with the placement of luggage on the trolley and is responsible for the safety of the vehicle.

In the event that the hotel is unprofitable economically, or difficult to organizational plan have a garage service, the first person to meet the guest is the doorman. He is always dressed in conspicuous uniform and stand at the door, greet guests, help them get out of the car, call a taxi for them, give them all kinds of information about the work of the hotel and about the city.

The main function of the bellhops is to accompany guests and deliver luggage to their rooms.

Concierges and concierges are also service personnel. They provide guests with many services: they get tickets for cultural events organize a table in restaurants, give advice about local restaurants, etc.

Security Service. AT broad sense she is responsible for protecting her own hotel, all guests and others, their personal property.

The hotel management is developing a program based on 3 interrelated factors: physical security; personnel performance and safety procedures; technical systems.

Measures must be taken quickly and effectively from an economic point of view. The main attention should be paid to the so-called problems of preventive security, and not to the investigation of already committed crimes and punishment.

- Catering service. Provides service to the guests of the enterprise in restaurants, cafes and bars of the hotel, resolves issues related to the organization and servicing of banquets, presentations, etc.

Service Composition:

- Kitchen;
- Restaurant;
- Bars and cafes;
- Section for cleaning interiors and washing dishes;
- Mass events servicing department;
- Room service.
- Administrative service. Responsible for organizing the management of all services of the hotel complex, solves financial issues, staffing issues, is engaged in the creation and maintenance necessary conditions labor for the hotel staff, monitors compliance with the established norms and rules for labor protection, safety, fire and environmental safety.

Service Composition:

- Secretariat;
- Financial service;
- Personnel service;
- Ecologist;
- Fire safety and safety inspectors.
- commercial service. Responsible for operational and strategic planning. Analyzes the results of economic and financial activities.

Service Composition:

- Commercial Director;
- Marketing service.
- Engineering (technical) services. They create conditions for the functioning of air conditioning systems, heat supply, sanitary equipment, electrical devices, repair and construction services, television and communication systems.
- Auxiliary Services. They ensure the operation of the hotel complex, offering laundry, tailoring, linen services, cleaning services, copying services, warehouse services, etc.

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