11. Hotel organization

Hotel organization means the arrangement of staff and the allocation of their duties and responsibilities so that the whole establishment functions as one unit. The organization of a hotel depends on its size and type. In a small hotel the organization is comparatively simple, with a manager or manageress supervising all the areas of operation. As a hotel increases in size, however, the tasks have lo be subdivided into separate units of work and supervised by section heads; and in a very large hotel the departmental heads staff specialize only in one aspect. Thus, we can say, that so many hotels, so many hotel organizations, and what is suitable for one hotel is not necessarily suitable for another. Here is an example of a small hotel organization:

Manager/Manageress Reception office

Bars Housekeeping Catering Maintenance

In all hotels the reception office is the nerve center. Receptionists must be tactful, diplomatic, and be ready to deal with numerable tasks that ensure the efficient running of the office. Whether that office is a small centralized office of a medium -sized hotel, or the front office of a large hotel with clearly defined areas for advance reservation, cashier and billing, accounts, telephone and front desk reception, its function is to:

• Sell accommodation.

• Receive and welcome guests.

• Check - in and register guests.

• Check - out guests and deal with the settlement of their accounts.

• Handle enquiries and complaints and provide information.

• Deal with advance reservations.

• Allocate rooms.

• Chart all reservations.

• Keep up-to-date minute records of room status.

• Handle incoming and outgoing mail.

• Deal with telephone communications.

• Maintain good communications with all departments

In the average - size or small hotel these tasks could be centralized and dealt with by the brigade of receptionists in one office.

12. Reception at a hotel. Receptionist’s duties

Reception office is the nerve-center of the hotel. Basic work of the reception office in different hotels is the same, selling accommodation, receiving and welcome guests, maintaining accounting and it deals with all activities relating to the service and comfort of the guests. So the main tasks of the reception office are:

- reservations;

- room allocation;

- registering of guests;

- guest accounting;

- departure of guests;

- guest history record;

- control procedures of the front office;

- reports and statistics.

The busiest time and peak hours of the reception office depend on the type of hotel. At hotels near airports and in major cities visitors arrive and depart with peak periods. In residential or seasonal holiday resorts where guests stay for a week or more the busiest time for the reception office is usually Friday, Saturday, or Sunday. It is important for receptionist to register guests correctly. A reception card is used for registration. After filling in the registration form the receptionist can inform the guest of the room number and rate. So, the receptionist has to:

- prepare arrival/departure lists;

- welcome guests;

- show guests to the room;

- deal with departure;

- deal with guests’ problems.

And also the receptionist must remember about smile of welcome. A smile of welcome from a charming, attractive receptionist creates a warm, friendly atmosphere for the newcomers.