浙江工商大學(xué)飯店學(xué)英文版第二章教學(xué)教材

Chapter2OrganizationalStructure第一頁(yè)，共29頁(yè)。LearningObjectivesTobefamiliarwiththeorganizationofalodgingestablishment.Tounderstandsomebasichotelmanagementconcepts,e.g.PatternofAuthority,SpanandControl.Tolearnthehotelstaffingsystem.第二頁(yè)，共29頁(yè)。OrganizingTheprocessofstructuringhumanandphysicalresourcesordertoaccomplishorganizationalobjectives,involvedividingtakesinjobs,specifyingtheappropriatedepartmentforeachjob,determiningtheoptimumnumberofjobineachdepartment,anddelegatingauthoritywithinandamongdepartments.第三頁(yè)，共29頁(yè)。FrontandbackofthehouseFrontofthehouse(前臺(tái)(qiántái))including:FrontOffice,Food&BeverageServiceSector,Housekeeping,thedepartmentsandsectorshaveregularguestcontacts.

Backofthehouse（后臺(tái)）including:Engineering,Accounting,Administrationandthedepartmentsandsectorshavefewguestcontacts.第四頁(yè)，共29頁(yè)。Departmentsof

aLimitedServiceHotelGeneralManagerAuditFrontDeskHousekeepingMaintenanceSales第五頁(yè)，共29頁(yè)。

Departmentsofa

Full–ServiceHotelGeneralManagerRoomsFood&BeverageHumanResourceMarketing&SalesAccounting第六頁(yè)，共29頁(yè)。Departmentsof

afull–servicehotelGeneralManagerAssistantGeneralManagerResidentManagerDirectorofHousekeepingFrontOfficeManagerChiefEngineerDirectorSecurityDirectorofHumanResourceDirectorofFood&BeverageDirectorofSales&MarketingController第七頁(yè)，共29頁(yè)。RoomsDepartment

(FullServiceHotel)RoomDivisionManagerReservationFrontOfficeHousekeepingLaundrySecurityEngineeringPBX第八頁(yè)，共29頁(yè)。RoomDepartment

(FullServiceHotel)ResidentManagerI/CRoomsDirectorofHousekeepingOrExecutiveHousekeeperAssistantExecutiveHousekeeperFloorSupervisorPASupervisorLaundrySupervisorPAStaffRoomAttendantsFrontOfficeManagerAssistantFrontOfficeManagerAssistantManagerChiefConciergeReceptionistCashierBellBoy第九頁(yè)，共29頁(yè)。EngineeringDepartment

(FullServiceHotel)ChiefEngineerAssistantChiefEngineerSupervisorEnergyManagementSupervisorAdministrationSupervisorPreventative/MaintenanceHVAC,Electric,WaterInventory,WorkOrders,Purchasing,Utilities,ToolsPlumbing,Electric,Carpentry,HVAC,Painting,Masonry,Grounds,Television,Upholstery,Pool第十頁(yè)，共29頁(yè)。SecurityDepartment

(FullServiceHotel)DirectorSecuritySupervisorsSecurityOfficers第十一頁(yè)，共29頁(yè)。HumanResourceDepartment

(FullServiceHotel)DirectorofHumanResourceRecruitmentBenefitsPayrollLaborRelationTrainingPersonnelManager第十二頁(yè)，共29頁(yè)。Food&BeverageDepartment

(FullServiceHotel)DirectorofFood&BeverageAssistantF/BDirectorSousChef/PastrySousChefRestaurantManagerExecutive/ChiefStewardKitchenStaffServiceStaffWaiter/WaitressHostessStewardsExecutiveChefBeverageDirector/BarManagerBartenders第十三頁(yè)，共29頁(yè)。Sales&MarketingDepartment

(FullServiceHotel)DirectorofSalesSalesManagerConventionCoordinatorConventionServiceManagerDirectorofCateringAssistantDirectorofSalesAccountExecutives/SalesRepresentativesBanquetCaptains第十四頁(yè)，共29頁(yè)。AccountingDepartment

(FullServiceDepartment)FinancialController/FinanceSupportManagerF&BCostControllerChiefAccountantExecutive/ChiefStewardPurchasingStoreroomFrontOfficeCashiersRestaurantCashiersTimekeeperStewardsAssistantFinancialControllerGeneralCashier第十五頁(yè)，共29頁(yè)。ManagementFunctionPlanningOrganizingLeadingControllingAccomplishOBJECTIVEs第十六頁(yè)，共29頁(yè)。JobSpecialization(工作(gōngzuò)專(zhuān)業(yè)化)Tospecializethejobs,meansthedutiesarelimitedintoonespecializedscope.Ingenerally,jobspecializationcanincreaseworkerproductivityandefficiency.Butithastheproblemthatitmayresultinworkersperformingthesamedutiesagainandagain.Thismaycausethelowermorale,moreerrorsandworseservicequality.WorkTeamQualityCircleTotalQualityManagement第十七頁(yè)，共29頁(yè)。PatternsofAuthorityBoardofDirectorsGeneralManagerResidentManagerFrontDeskAgentBellCaptainConciergeDoormanRoomsDivisionManagerFrontOfficeManagerAutoValetCourtesyVanDriver第十八頁(yè)，共29頁(yè)。PatternofAuthorityCentralization:theauthoritydistributionDecentralization:empoweremployeeorsupervisors第十九頁(yè)，共29頁(yè)。WideSpanofControl

(FlatOrganization)第二十頁(yè)，共29頁(yè)。NarrowSpanofControl

(TallOrganization)第二十一頁(yè)，共29頁(yè)。ThePros(正面(zhèngmiàn)的)andCons(負(fù)面的)ofFunctionalOrganizationDesignPros:fosterefficiency,teamwork,andcoordinationofactivitieswithinindividualunits.Cons:Difficultiesforthevariousdepartmentstofullyappreciatetheirroleintheoverallsuccessoftheorganization.第二十二頁(yè)，共29頁(yè)。CommitteesExecutiveOperatingCommitteeEnergyConservationCommitteeSafety(&Hygiene)Committee第二十三頁(yè)，共29頁(yè)。MeetingsMorningMeetingMonthlyStaffConferenceExecutiveCommitteeMeetingMonthlyP&L(Profit&Loss)MeetingSafety&HygieneMeetingEnergyConservationMeetingDepartmentalMorningMeeting/OperationMeeting第二十四頁(yè)，共29頁(yè)。TheHotelStaffingSystemJobAnalysis:Athoroughevaluationofthespecifictaskperformedforaparticularjobandthetimerequiredtoperformthem.JobDescription:Adetailedpositiondescriptionincludingthejobtitle,pay,abriefstatementofdutiesandprocedures,workingconditionsandhours.第二十五頁(yè)，共29頁(yè)。TheHotelStaffingSystemJobSpecification:anoutlineofthequalificationnecessaryforaparticularjob.JobRedesign:itinvolveslikejobrotation,jobenlargement,jobenrichmentandflextime.第二十六頁(yè)，共29頁(yè)。TheHotelStaf