Vocabulary notes.

Annexe	Extra building added to a larger one
Blissful	Extremely happy or enjoyable
Communal rooms	Rooms for everyone to use
Converted into	Changed into
Disabled	People who are unable to use all the parts of their body
En suite	With a bath and/or shower attached
Exceptionally	Extremely
Hoists	Devices which lift people who are not able to lift themselves
Install	Put in place
Nappy-changing facilities	Equipment and place where a baby can be cleaned and changed
Pay off	Bring benefits
Safety rail	Metal or wooden bar to help or protect people (e.g. to hold on when climbing up steps)
Stair-lift	Device to move disabled people up stairs

UNIT 3.

Staffing and Internal Organization

• Staff in a hotel (managerial staff, all departments), their duties

• Staff requiments

• Dealing with emergencies

1. Reading Read the text and answer the questions Types of Hotel Organizational Structure

Large luxury hotels require a complex organizational structure to meet guest needs. Because hotels vary in size and type, hotel organizational structure depends on the range of services and amenities offered to visiting guests. Some organizational structures include multiple departments, managers and branches to extend full-service luxury accommodations and amenities. However, small, low-budget, family hotels may have only one manager and a few employees to handle all guest needs and services. So smaller or economy hotels need a small organizational structure and hierarchy to meet guest needs

All hotels divide their operations into two basic categories: administrative and guest operations. Administrative personnel handle the hotel's paperwork, accounting, human resources and office work responsibilities. Operations employees handle the general functions of the hotel. This includes checking in guests, coordinating events, cleaning rooms and maintenance duties. Both administrative and operations employees generally report to the hotel manager (general manager) and other managerial staff employees. The general manager oversees, and sometimes coordinates, all hotel major functions and makes sure the organization runs smoothly at all times.

Departments: Administrative departments include human resources employees who hire and lay off staff; accountants, who handle invoices and paychecks; and front office employees who maintain the hotel's database of guests and service calls. The administrative side also includes sales, marketing and promotional managers who advertise the hotel and its services. The operations department includes employees who operate, coordinate and handle all guest needs in-person or behind the scenes. Operations employees include the front office workers who check in guests, maintenance crews, engineers, food and beverage staff, event coordinators and the managerial staff.

A hotel general manager oversees all hotel operations to ensure the hotel runs smoothly.

A large, full-service hotel maintains an extensive organizational structure in order to quickly meet its guests' needs and desires. The hotel utilizes a large management staff, including a general manager, a hiring manager, and managers of its catering, restaurant, housekeeping, sales and marketing departments. According to the United States Bureau of Labor Statistics 2010-2011 report on hotel organization, large hotel chains--recognizing the importance of expanded lodging options--are starting to offer limited-service, economy, and luxury inns under one corporate name.

Limited service hotels including boutique hotels, some bed and breakfasts, and budget (or economy) hotels--do not require the expansive organizational structure that a large-scale hotel requires. These smaller hotels operate with a smaller, more diversified staff. According to the U.S. Bureau of Labor Statistics report on hotel accommodations, patrons usually find smaller hotels in urban locations. Depending on an individual hotel's rating, patrons often find high-quality service and distinctive decor and food selections due to tight staff and quality control measures.

A hotel's organizational structure depends largely on the quality, competence and hierarchy of its staff. At the top of the hotel pyramid is the hotel's Chief Executive Officer (CEO). Underneath the CEO is the management staff, headed by the hotel general manager. The general manager, who oversees all hotel operations on a daily basis, may hire an assistant manager to help with his myriad duties and supervision. Underneath the general manager, a hotel may have a catering director, restaurant manager, wine manager, human resources director, administrative director, front office manager, etc. Underneath the managerial staff are the employees who work in food and beverage services, marketing and sales, room service, housekeeping and maintenance. The size of the hotel and the type of services it offers determines the complexity of its organizational employee structure.

Answer the following questions

1. Why are there so many professions and careers in the hotel industry?

2. What do organizational structures include?

3. What is the difference between small, low-budget and luxury hotels?

4. What does limited service include?

5. What does a hotel's organizational structure depend on?

Give a summary of the text.

2. Activity

Read what different managers say about their responsibilities.

1) Let me start by saying I'm General Manager. That is to say, I have control over the whole of the operation. As the General Manager, I must make sure that all our hotels and business outlets are fulfilling the overall vision of the company as a whole, and making money, too. We mustn't forget that our aim is to make money. The company structure works like this. The House Manager is directly answerable to me. He or she is responsible for all six in-house departments, and their job is to keep good information flows between the various department. We cannot allow departments to be run in isolation of each. They must also make sure that the hotel stays profitable. They have a great deal of freedom to make decisions and don't have to check with me about day-today issues, although we are in regular contact by fax. Of course, the House Manager should use his discretion about when to contact me.

In our organisation, the Resident Manager has control over the customer-contact side of the business. It is the Resident Manager's job to ensure close, efficient liaison between the two sectors under his control, that is to say Front-of-House Operations and Housekeeping.

2) I am the Front Office Manager. I report to the Resident Manager on a regular basis but I can make a lot of daily operational decisions myself. I like the responsibility the hotel allows me to have. I have to supervise Front-of-House Operations and to do that efficiently. I need to have the assistance of the Head Receptionist, who looks after the reception area in gen­eral and has a good deal of contact with both staff and guests.

We are concerned with day-to-day issues such as guests' comfort and security, but we also get involved in training and staff development, so there's plenty to do on that side, too.

3) I'm hoping to become Head Housekeeper in the near future. I’ve been Housekeeper for the executive suites for a year now and there's a good chance I'll take over when Mrs. Jones leaves at the end of the year. At the moment, I give orders to the chambermaids and cleaners personally, but I'm looking forward to getting more involved in planning and training. I know I shouldn't say this, but I think I'll be pretty good at it.

Suggest the names of the missing jobs and complete the table.