...Rooms Division Department I- HOTEL ORGANIZATION: ( In order to carry out its mission, global and departmental goals and objectives, every company shall build a formal structure depicting different hierarchy of management, supervision, and employee (staff) levels. This very structure is refereed to as organization chart. Moreover, the organization chart shows reporting relationships span of management, and staff/line functions. ( There are two types of relationships that might exist between any two functions at any organization chart. These are: 1. Solid Lines: (i.e.:((((() this kind of relationship shows Direct Line Accountability. To illustrate, if position A and B are linked with a solid line, it means (for example) that A shall report to B, that B shall tell A what to do, when to do, and how to it. Lastly, B shall be liable (i.e. responsible) for A. 2. Dotted Lines: (i.e. (---------() this kind of relationship entitles both positions linked with dotted lines to have a high degree of Cooperation and Communication but not direct line accountability. Usually in the hotel industry, where the sole aim is to satisfy guests, positions, whatsoever level in the hierarchy they occupy, shall coordinate jointly their efforts so as to provide quality, standard product to their customers. Therefore, examples of dotted lines are numerous in hotel organization charts. ( Every organization chart shall be flexible, to reflect the ever-changing environmental dynamics and, hence be able...
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...11th October, 2008. This was my first gain experience in the hospitality industry. Highness Hotel located at the border of Linkou Township and Gueishan (333, No: 28, Wen Hua 2 Rd, Gueishan, Taoyuan, R.O.C – Tel: 03-3275888). I was working in front desk department as a receptionist. Sisy Huang who was my supervisor, she also was my instructor in this summer internship program. She handled all of my various tasks and job operations in front desk department. 1.2 Internship Motivation I have always had an interest in hotel, and with my sister’s friend recommended I was able to acquire employment to work as an intern in Highness Hotel. My sister was a manager at one hotel in Singapore. She always told me the hospitality industry is vast, dynamic and growing rapidly. At the same time the market is constantly evolving, opening up many new kinds of job opportunities. Hospitality is not only hotels, resorts and restaurants. It is also cruise lines, conference centers, wellness centers and spas, airlines and sports facilities management. You can aim to be a general manager at a top hotel, but you can also choose to specialize in hospitality-related marketing, finance and accounting, event management, or human resources. As I was deciding to choose Travel and Tourism School in International College of Ming Chuan University, I felt the internship would give me a unique opportunity to experience life in hotel operations and managements. It is an excellent way to build on the knowledge and...
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...Leadership Styles at U-Haul Sales & Reservations and Implications on Job Satisfaction & Performance MGMT 591: Leadership and Organizational Behavior 12/14/2013 Introduction The organization chosen to be the topic of discussion is U-Haul international, located in Phoenix, Arizona. U-Haul is the largest DIY commercial moving truck rental company in the U.S.A and Canada. They rent and lease moving trucks, trailers, vans, pickup trucks, and storage facilities. U-Haul International is the headquarters for all the workings of U-Haul worldwide. The two 12 story towers reside in downtown Phoenix, AZ, where everything is handled from the executive level down to, marketing, sales and reservations, truck locations, the graphics department, accounting, and many other departments as well. When someone is looking to rent a U-Haul they call 1-800-Go-UHaul and reach the Sales and Reservations department. This department is the focus of my project paper. The Sales & Reservations department can employ up to 200 reservation representatives that quote moving cost and rent trucks and trailers to customers across USA and Canada. U-Haul International alone is worth $1.5 billion dollars. The Sales and Reservations department pays a minimum wage base salary and commission based on the number of moving equipment rented over the specified quota for your work hours. Some reps have made up to $3000 in commission alone in a month. Calls are monitored for accuracy, and your bonus/commission...
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...I. Applying TQM in Hospitality industry The hospitality industry has strong market competition; therefore, customer satisfaction and retaining loyalty will be crucial for a hotel’s success. The concept of quality management in hospitality industry is very important. The hospitality industry is one of the most important industries in the world that has been growing at unprecedented rate owing to the increased rate of globalization. The increased activities in tourism industry and increased international trade are among the factors that have led to increased growth of the hospitality industry. Total Quality Management (TQM) methodology can help organizations to achieve business excellence by improving customer satisfaction, cost effectiveness and competitive advantage. This methodology is useful for the hospitality industry. In a hotel, any quality problem will encourage guest complaints. A hotel serves human beings and everyone has different preferences and requirements which makes it more difficult to control quality in a hotel. For successful TQM practice, organizations have to integrate the quality management into the business strategy and to align the goals both horizontally and vertically throughout the various levels within the organization. In a typical hotel, there are three vertical levels - the senior management level, the business level (middle management) and the functional level (shop floor). Horizontally, there are departments – front office, food...
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...Case Study on New Position: Operations Manager Parit Agrawal International American University MGT 510 Human Resource Management Louis Lopez & Rajiv Sharma January 12, 2015 Introduction The case is about an employee who has recently joined a job as the assistant manager in the marketing department of a company which specializes in providing marketing support for other companies. His working team comprises of 10 individuals who mainly work on site with the customers to provide better support and have a better understanding of their customers. Designing long-term strategies, managing the unit and growing the prospective is the main aim as the assistant manager, but he/she hasn’t been able to fully concentrate on these tasks as much of his/her time is spent on financial activities and other tasks which don’t fall into his working requirements. Review/Analysis of Case Analysis The requirement of an assistant manager in a marketing department is to manage the workforce and help form strategies and creative marketing plans for its clients. In the case the assistant manager hasn’t been able to take care of his/her core functions because he/she has been busy tracking the financial aspect of the employees along with the activity related to making travel arrangement and hotel reservation. Since he/she hasn’t been able to fulfill the core requirements, the manager has allowed him/her to open a new position in the department which will assist in the proper functioning of...
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...Department. RESERVATION: to accept, block, store, and assign guest room reservation for individuals and groups. Reception. REGISTRATION: to meet guest’s requirement regarding rooms and to establish registration formalities. MAIL: handles guest messages and postage. KEY: to control the giving of keys to the guests’ and responsible for the key rack. INFORMATION: to answer request for information about hotel facilities and services and the surrounding community. TELEPHONE EXCHANGE: to handle the telephone traffic for guest and the rest of the operations. BILLING: to perform the cashiering functions of accepting payments from guest. BELL SERVICE: to provide guest service by carrying their luggage and assisting guest to their rooms. CONCIERGE: to render additional service to guest , usually regarding information outside the hotel premises. BUSINESS CENTER: to provide guest services like computer jobs, receiving or sending fax messages, and photo copying. FRONT OFFICE ROLES- Guest Services, Room Sales, Record keeping, Cost Controls, Verbal Skills, Effective Selling Skills, Problem Solving Skills, Good appearance FRONT OFFICE PERSONALITY- Positive Attitude, Attentive Service, Positive Body language COORDINATING WITH THE OTHER DEPARTMENTS Housekeeping, Engineering, Food and Beverage, Security, Accounting, Sales and Marketing PERSONNEL OF THE FRONT OFFICE DEPARTMENT- Job Description: Job title; Room Division Manager Reports to; Assistant Manager Supervises:...
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...internship requirement in the industry. Job Targets Students meeting all the requirements for one year will be given a Certificate in Hospitality Management Program; for two year completion, the students will receive an Associate in Hospitality Management Program and upon completion of the three year program, the students will be granted a Diploma in Hospitality Management. Additional certification will be given each course when students pass the national skill certification given by the government. Level | Certificate/Diploma of Proficiency/Degree Title | Job Targets | First Year | Certificate in Food Service | Assistant Waiter, Waiter (Chef de Rang/Demi Chef de Rang), Hot Kitchen Assistant Cook, QSR Counter Personnel, Receptionist, Encoder | Second Year | Associate in Hospitality Management | Waiter, Hot Kitchen Cook, Bar Porter, Baker Helper, Storeroom Staff, Housekeeping Staff, Floral Arranger, Laundry and Linen Attendant, Cabin Crew, Menu Planner | Third Year | Diploma in Hospitality Management | Assistant Chef, Patissier, Entrepreneurs, Wine Waiter, Barista/Bartender, Front Office Agent, Reservation Clerk, Cost Controller, Room Attendant, Purchaser, Controller ,Reservations Assistant, PBX Operator, Valet, Concierge, Landscape Assistant, Front Office Clerk | Fourth Year | Bachelor Degree in Hospitality Management | Events Organizer, Entrepreneur, Facilities Designer, Instructor, Restaurant Supervisor/Manager, Shift Manager,...
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...Introduction: This report is the contemporary hospitality information provided as additional work to the presentation that has already been covered in learning outcome L 1.1 and L1.2. The purpose of this report is to show a universal view of the diverse types of accommodation options that are available for potential customers of hotels or any other hospitality industry. In this report I will be looking at the requirements needed for recruitment in different industries of hospitality also I will be debating job roles, responsibilities and the correct qualifications which is needed in order to be considered for employment within the fourteen hospitality sectors. Furthermore the report will be analysing the managerial operations and legislative issues which are resulting from recent changes that is affecting the hospitality industry also in this report I will be presenting justified prediction for potential trends and developments in hospitality. The hospitality and catering industry can be divided into two main sectors; commercial and public sector. 2.1: Assessing the staffing requirements in the Hospitality Industries: The hospitality industry is commonly defined as hotels and restaurants, however the industry has twelve other different sectors apart from the two that are commonly defined; hotels and restaurants which makes it 14 sectors in total. The sectors of the hospitality industry are: Events, travel services, tourist services, visitor attractions, self catering...
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...12 Training Manual Cash Handling Procedures This Manual is designed to provide you, the employee, with the full knowledge of all procedures associated with cash handling in your establishment. You will be aware of all company procedures for dealing with credit card transactions and also the steps to take to prevent fraud. [pic] Trainee Information Name: ____________________________________________ Manager: ____________________________________________ Training Commenced: ______ / ______ / ______ (DD/MM/YYYY) Training Completed: ______ / ______ / ______ (DD/MM/YYYY) Assessment Completed: ______ / ______ / ______ (DD/MM/YYYY) Certificate of Completion I _______________________ (Manager/Supervisor) hereby certify that _______________________ (Employee Name) has successfully completed their training in “Cash Handling Procedures” and is fully qualified under the requirements of the establishment in which they are employed herewith. ____________________________________ (Signature of Manager/Supervisor) ____________________________________ Date ____________________________________ (Signature of Trainee) ____________________________________ Date Congratulations! [pic] Introduction This manual is designed to assist you in the everyday tasks associated with handling credit and cash transactions. You will become fully aware of all operating systems associated with credit cards and credit...
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...Introduction Crowne Plaza Mutiara Hotel is the hotel what I chosen for my industrial training. The training was started on 04.01.2010 until 21.05.2010.As we know, training is an important process for us to experience a real working life and improve our skill, especially for hospitality students. In my humble opinion, the hospitality study without industrial training is just theory, I appreciated the chance that to be guided and trained by qualified trainers. The reason why I chose Crowne Plaza Mutiara Hotel as my internship placement are the fame of this five stars hotel and the location of the hotel.It is a business hotel which is located at the golden triangle of Kuala Lumpur, near by KLCC and Pavilion Shopping center. I like the working environment. The people there are willing to train trainee and willing to let us leaning. The training department allows me to require to different departments. They provided a good learning and working environment to trainee. The contents of this report are acknowledgement, introduction, Crowne Plaza Mutiara Hotel profile, the departments that I joined and a conclusion. I was gone to four departments during five months training which are Banquet Department, Housekeeping Department, Sales & Marketing Department and Front Office Department. There are some descriptions of every department, my duty and responsibility, difficulties and learning outcome. From my point of view, writing this report is for me to record what I did during...
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...NOVEMBER–DECEMBER 1976 op yo Match Supply and Demand in Service Industries W. Earl Sasser No tC What makes service industries so distinct from manufacturing ones is their immediacy: the hamburgers have to be hot, the motel rooms exactly where the sleepy travelers want them, and the airline seats empty when the customers want to fly. Balancing the supply and demand sides of a service industry is not easy, and whether a manager does it well or not will, this author writes, make all the difference. In this rundown of the juggling feat service managers perform, the author discusses the two basic strategies—‘‘chase demand’’ and ‘‘level capacity’’— available to most service companies. He goes on to discuss several ways service managers can alter demand and influence capacity. W. Earl Sasser is associate professor of business administration at the Harvard Business School, where he developed the second-year MBA course ‘‘Management of Service Operations.’’ He currently teaches another secondyear course, ‘‘The Operating Manager,’’ and is conducting research on managing service operations. Mr. Sasser has had a previous article in HBR, ‘‘Case of Big Mac’s Pay Plans,’’ which he and Samuel H. Pettway co-authored for the July–August 1974 issue. Do The literature on capacity management focuses on goods and manufacturing, and many writers assume that services are merely goods with a few odd characteristics. Unfortunately, these researchers never fully explore...
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...Executive Summary Although IT applications in the hotel industry have largely been devoted to the handling of routine operational problems, it has become increasingly evident for hoteliers that pro actively incorporating IT into their services, operations, and strategy is a key element in their quest for service excellence and high profits. This case study deals with Wendy and David and their stay at the Creek Hotel in Dubai. It will outline all the current issues surrounding staying at the Creek Hotel and how they affected Wendy and David's stay. Relevant theories will be used to illustrate the problem and what has caused this problem to occur, these theories will then be used to help find a solution to the causes of these dilemmas and recommendations will then be made. Problem Identification and Analysis Upon finding the hotel on the internet, Wendy and David struggled with navigating around the website. They checked in online and assumed everything was fine, however they soon came to realise that the contact and street directory information they retrieved from the website was out of date. Upon arriving into their rooms they soon realised that they were misrepresented on the website with its worn out furniture and fittings. This problem is linked to a number of different theories, firstly this type of service is defined as a E service and is regarded as soft technology in operations management. The service that is currently on offer by The Creek Hotel is not...
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...Strengths Essay My name is Destiny Lind. I possess many strengths that can be very valuable to any organization. I will be discussing five strengths that can suit your organization and make me an excellent candidate for the position with your company. I am dependable, and efficient in completing tasks. I abide by the instructions given and attentive to details. I also am a team player that will make sure all task are resolved and completed. I am dependable with tasks. I maintain a high attendance rate, in both my professional and scholar, environments. When a task must be completed, there is no time to miss any available opportunity to work towards completion. This in turn makes dependability a valuable strength. While attending my last semester to obtain my Associates, I maintained 19 credit hours. In these courses I developed a business plan, a sales presentation, and a marketing portfolio. During this semester I also suffered a miscarriage, however I made sure I came to class in order to complete my tasks at hand. Efficiency plays an important role in assuming a leadership role. I maintain a level of efficiency that will help lead the team towards completion. In the process of maintaining efficiency, I also help the team to eliminate any possibility for error that may need to be corrected upon completion. Maintaining efficiency can also be a time saver. If time is saved daily through efficiency, then the team can be more productive and set higher goals. Upon starting...
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...simpliest one and did not suppose to have many cirtain skills. When a quiet period started it wasn’t nessesarily to keep a lot of staff so our boss decided to cut the staff off. I was in a bad position as long as I was less experienced then other team members. But I was passionate of this job and learned many things day buy day treated my job not just the way to get money but as a good place to get a qualification and become a professional in hospitality industry. The manager was noticing it and had a conversation with the boss to explain my potential and why they should keep me but others. Forgiveness: We hired new waitress who did not really cares about doing her job properly and deliver excellent customer survice that everyone has to do at the fine dining restaurant. She did everything what I told her to do but did not tried to grow up and not to make me always keep an eye on her to make sure everything done giving me double work. To consider it I suggested to the boss replaced her to make her responsible for the bar so she kept her job and team work bacame more effective. Efficient habits: Our team at the ‘Absynthe’ finally included only two workers FOH. Surprisingly we did our job much better than it used to be before with team of 3 more people. We learned to share responsibilities and communicate just with sights did not waste the time to figure things out and arguing. it took us a bit time but the result was excellent. 2. To do list: *...
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...SWE 626 Team 2 Hotel Management System Software Requirements Specification Document Prepared by Team 1 Version: (1.1) Date: (02/11/2002) Table of Contents 1 Introduction 4 1.1 Purpose 4 1.2 Scope 4 1.3 Definitions, Acronyms, and Abbreviations. 5 1.4 Overview 5 2 The Overall Description 5 2.1 Product Perspective 5 2.1.1 Hardware Interfaces 5 2.1.2 Software Interfaces 5 2.2 Product Functions 5 2.3 User Characteristics 6 2.4 Apportioning of Requirements. 6 2.5 Assumptions and Dependencies 6 3 Specific Requirements 7 3.1 External Interfaces 7 3.1.1 User Interfaces 7 3.1.2 Software Interfaces 7 3.1.3 Hardware Interfaces 7 3.1.4 Communication Interfaces 8 3.2 Functional Requirements 8 3.3 Nonfunctional Requirements 100 3.3.1 Performance Requirements 100 3.3.2 Logical Database Requirements 100 3.3.3 Design Constraints 111 3.3.4 Standards Compliance 111 3.3.5 Reliability 111 3.3.6 Availability 111 3.3.7 Security 111 3.3.8 Maintainability 11 3.3.9 Portability 111 4 Change Management Process 122 5 Document Approvals 122 5.1 Team One Approval 122 5.2 Team Two Approval 122 6 Supporting Information 122 Introduction The following subsections of the Software Requirements Specifications (SRS) document provide an overview of the entire SRS. 1 Purpose...
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