Each of us has stayed at a hotel at least once in a lifetime. And then he shared his impressions with friends or relatives, not only about local attractions or how he spent his vacation, but also about the quality of service and provided services in this very hotel. However, did anyone ever ask how the organizational structure of the hotel is structured and how to ensure its smooth functioning? Of course, this is taught (specialty "service and tourism"), but any manager who somehow encounters this industry should understand the characteristics of the enterprise.
The organizational structure of the hotel is a well-established system. Whether it is a small boarding house in the mountains or a large hotel with several thousand rooms - everything must be in good order, and the life of the guests is provided at the proper level. The organizational structure of the hotel implies not only the hierarchy of management and who submits to whom. This is a comprehensive solution to the issues of purchasing goods, ensuring the implementation of services, with numerous components in the form of partners and suppliers, related and related enterprises. The organizational and managerial structure of the hotel distributes duties and responsibilities. In large hotels, special units are involved in certain types of activities: accounting, accounting, supply, supply, food, and cleanliness. In small private pensions, the duties of a manager, a secretary, an accountant, and often a chef are performed by one person or one family.
A well-established organizational structure of the hotel should work as a working clock mechanism.
Indeed, the lack of clarity, uncertainty about who is responsible for what, poor contact or the lack of a high-quality exchange of information can lead to serious disruptions, complaints from customers, and ultimately to loss of guests, rating and profit. Significant events and incidents must be made known to the head or head waiter. He coordinates all services in such a way as to prevent crashes and malfunctions. The whole organizational structure of the enterprise is
based on who owns how much information, who and who should transmit it, who and who should report to whom . Hotels, hotels,
sanatoriums, for all their specificity, have many common features. First of all, this is the seasonality of the business, activities in the service sector, the integrated provision of accommodation for guests. Therefore, the regulations and job descriptions should clearly define the responsibilities of the staff and their rights.
Some provide the household part, that is, they are responsible for furniture, room equipment, sanitary and hygiene products, cleaning and preservation of property. Others are engaged in direct administration - booking, resolving issues related to registration, documents, interaction with various services. Still others - if such services are implied - guarantee medical and spa services to guests. The business or financial unit is responsible for settlements with suppliers, staff, and guests. It is this service that must ensure the uninterrupted acceptance of payments and prevent delays in paying for services of third-party enterprises so that unforeseen situations or shortages of any items or products do not arise. The organizational structure of the hotel has its own characteristics. We are talking about human relationships: the general atmosphere and guest service depend on the quality of contact between the staff.