浙江工商大学饭店管理学英文版ppt第二章

Chapter2OrganizationalStructureLearningObjectivesTobefamiliarwiththeorganizationofalodgingestablishment.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.DepartmentsofaLimitedServiceHotelGeneralManagerAuditFrontDeskHousekeepingMaintenanceSalesDepartmentsofaFull–ServiceHotelGeneralManagerRoomsFood&BeverageHumanResourceMarketing&SalesAccountingDepartmentsofafull–servicehotelGeneralManagerAssistantGeneralManagerResidentManagerDirectorofHousekeepingFrontOfficeManagerChiefEngineerDirectorSecurityDirectorofHumanResourceDirectorofFood&BeverageDirectorofSales&MarketingControllerRoomsDepartment(FullServiceHotel)RoomDivisionManagerReservationFrontOfficeHousekeepingLaundrySecurityEngineeringPBXRoomDepartment(FullServiceHotel)ResidentManagerI/CRoomsDirectorofHousekeepingOrExecutiveHousekeeperAssistantExecutiveHousekeeperFloorSupervisorPASupervisorLaundrySupervisorPAStaffRoomAttendantsFrontOfficeManagerAssistantFrontOfficeManagerAssistantManagerChiefConciergeReceptionistCashierBellBoyEngineeringDepartment(FullServiceHotel)ChiefEngineerAssistantChiefEngineerSupervisorEnergyManagementSupervisorAdministrationSupervisorPreventative/MaintenanceHVAC,Electric,WaterInventory,WorkOrders,Purchasing,Utilities,ToolsPlumbing,Electric,Carpentry,HVAC,Painting,Masonry,Grounds,Television,Upholstery,PoolSecurityDepartment(FullServiceHotel)DirectorSecuritySupervisorsSecurityOfficersHumanResourceDepartment(FullServiceHotel)DirectorofHumanResourceRecruitmentBenefitsPayrollLaborRelationTrainingPersonnelManagerFood&BeverageDepartment(FullServiceHotel)DirectorofFood&BeverageAssistantF/BDirectorSousChef/PastrySousChefRestaurantManagerExecutive/ChiefStewardKitchenStaffServiceStaffWaiter/WaitressHostessStewardsExecutiveChefBeverageDirector/BarManagerBartendersSales&MarketingDepartment(FullServiceHotel)DirectorofSalesSalesManagerConventionCoordinatorConventionServiceManagerDirectorofCateringAssistantDirectorofSalesAccountExecutives/SalesRepresentativesBanquetCaptainsAccountingDepartment(FullServiceDepartment)FinancialController/FinanceSupportManagerF&BCostControllerChiefAccountantExecutive/ChiefStewardPurchasingStoreroomFrontOfficeCashiersRestaurantCashiersTimekeeperStewardsAssistantFinancialControllerGeneralCashierManagementFunctionPlanningOrganizingLeadingControllingAccomplishOBJECTIVEsJobSpecialization(工作专业化)Tospecializethejobs,meansthedutiesarelimitedintoonespecializedscope.Ingenerally,jobspecializationcanincreaseworkerproductivityandefficiency.Butithastheproblemthatitmayresultinworkersperformingthesamedutiesagainandagain.Thismaycausethelowermorale,moreerrorsandworseservicequality.WorkTeamQualityCircleTotalQualityManagementPatternsofAuthorityBoardofDirectorsGeneralManagerResidentManagerFrontDeskAgentBellCaptainConciergeDoormanRoomsDivisionManagerFrontOfficeManagerAutoValetCourtesyVanDriverPatternofAuthorityCentralization:theauthoritydistributionDecentralization:empoweremployeeorsupervisorsWideSpanofControl(FlatOrganization)NarrowSpanofControl(TallOrganization)ThePros(正面的)andCons(负面的)ofFunctionalOrganizationDesignPros:fosterefficiency,teamwork,andcoordinationofactivitieswithinindividualunits.Cons:Difficultiesforthevariousdepartmentstofullyappreciatetheirroleintheoverallsuccessoftheorganization.CommitteesExecutiveOperatingCommitteeEnergyConservationCommitteeSafety(&Hygiene)CommitteeMeetingsMorningMeetingMonthlyStaffConferenceExecutiveCommitteeMeetingMonthlyP&L(Profit&Loss)MeetingSafety&HygieneMeetingEnergyConservationMeetingDepartmentalMorningMeeting/OperationMeetingTheHotelStaffingSystemJobAnalysis:Athoroughevaluationofthespecifictaskperformedforaparticularjobandthetimerequiredtoperformthem.JobDescription:Adetailedpositiondescriptionincludingthejobtitle,pay,abriefstatementofdutiesandprocedures,workingconditionsandhours.TheHotelStaffingSystemJobSpecification:anoutlineofthequalificationnecessaryforaparticularjob.JobRedesign:itinvolveslikejobrotation,jobenlargement,jobenrichmentandflextime.TheHotelStaffingSystemPerformanceEvaluation:orperformanceappraisal,asystematicreviewofindividualstrengthsandweaknessesofanemployee’sperformance.Compensation:Themonetaryandnon-monetaryrewardsthemanagers,supervisorsandemployeesreceiveforperformingtheirjobs.KeyConceptOrganizingFrontoftheHouseBackoftheHouseResidentManagerFrontOfficeConciergeHousekeepingPASecurityEngineeringFood&BeverageSales&MarketingHumanResourceAdministrationOfficeAccountingKeyConceptJobSp