Please enable JavaScript.

Coggle requires JavaScript to display documents.

Unit 2. Organization of Activities - Coggle Diagram

- - - - is responsible for
        
        Primarily for the guests' luggage and, in some cases, for vehicles to be parked. Depending on the size of the hotel, the bell captain supervises the bellmen, porters and valets. It is the captain's responsibility to supervise the bellmen during the performance of their duties to ensure prompt and efficient service to guests.
      - The main task associated with the button department is to
        
        Transport guest luggage from the curb or lobby to the guest's room. The captain should constantly watch where the bellhops are located to ensure interrupted and orderly service during peak hours.
        
        If the hotel has a valet corps, the captain keeps a guest car pending book and key control. The captain is also responsible for coordinating the parking and return of cars as required.
      - The bell captain may be responsible for making arrangements to send guest laundry and dry cleaning. Duties associated with this include picking up and delivering guest laundry, and maintaining a pending book on guest laundry and dry cleaning orders.
    - - Buttons, formerly called bellhops.
        
        are responsible for
        
        Escorting guests and their belongings to their rooms.
        
        After a guest has finished checking in, a bellhop is called to give him/her the room key.
        
        The bellboy checks for messages or correspondence for the customer, transports luggage, and escorts the customer to the assigned room.
      - An efficient bellman also checks the room lights, curtain handles, heating and air conditioning units, and television to see if everything is in working order. The bellman should also report on the hotel's facilities or policies. Guests often turn to bellhops for information about local tourist attractions, or for directions on how to get to a location.
      - Other duties of bellhops include delivering messages to guests' rooms; serving guests in the lobby; assisting with door locking problems or room changes; providing guest services such as purchasing newspapers or other small items.
        
        For example
        
        A bellboy may be asked to get reservations for lunch or the theater, call a masseuse, or pick up take-out food at a restaurant. A bellhop who attends to special requests and exercises initiative can earn good tips.
    - - The doorman, stationed at the entrance of the hotel, is the personal greeter. Doormen are responsible for meeting arriving guests, and assisting them in unloading luggage. It is also the porter's job to hail cabs when guests require them. Like bellhops, doormen are often asked for directions to a location and therefore must be well informed about points of interest and locations of buildings in the locality.
    - - The executive hotel (or deluxe hotel) that has parking may hire a group of valets to store and return cars to guests. In a mid-range hotel, parking guest vehicles may be the responsibility of the bellhop department.
        
        When a valet receives a guest's car, he or she is usually given a voucher. A typical voucher consists of three parts, which are separated by the valet or bellhop. Each part has an identical number. To return a vehicle, the valet refers to the number on the guest's voucher and then locates the key and the car with the same numbers.
        
        Vehicle storage is operated according to the estimated length of time the car will remain parked. Cars that will remain parked for a longer period of time are usually stored as far as possible from the entrance, so that the other vehicles can be reached quickly and returned promptly.
    - - The linens, covers, towels and washcloths are stored in the linen room. The linen supervisor coordinates all activities related to this linen service, such as washing, folding and storing, distributing them to the chambermaids, distributing them to the rooms, and collecting and receiving soiled linens.
        
        In other hotels, the linen staff remains on duty to deliver freshly laundered supplies to the chambermaids.
    - - In addition to room cleaning and linen and laundry service, the housekeeping department is usually also responsible for keeping track of "lost and found" items. All personal belongings that guests forget in the hotel are sent directly to the housekeeping department.
        
        The lost and found manager labels each item and writes the date and description in an outstanding book.
    - - Although members of the housekeeping department go about their work largely unnoticed by guests, the department is of great importance to both the hotel's operation and its bottom line. Energy and lighting expenses are a major operating cost, and if maintenance problems cause guests to leave the hotel, they can result in serious revenue losses.
        
        The responsibilities of the maintenance department are divided into five main areas:
        
        -Electrical and lighting systems.
        -Plumbing system.
        -Heating, ventilation and air conditioning.
        -General building maintenance and repairs
        -Maintenance of exterior spaces.
        
        Equipment prices have increased significantly over the past four decades, prompting the emergence of a number of innovations in the maintenance department. New systems and techniques have been introduced to control energy utilization and lower costs.
    - - The purpose of the security department is to protect hotel property, guests and employees. The security department may consist of one person or a group of uniformed guards and in-house detectives. However, it is the responsibility of each hotel employee to participate in the security system.
- - - - Doing things correctly.
    - - Do the right things.
        
        are three types of effectiveness
        
        Functional effectiveness.
        
        It is the extent to which the manager obtains the required outputs of his function. Functional effectiveness is defined in terms of the output and not the input, i.e. not according to what the executive does but according to what he achieves.
        
        Apparent Effectiveness.
        
        Certain qualities and behaviors create an image of effectiveness, e.g., arriving on time, responding promptly to questions or phone calls, keeping a tidy desk, good public relations. These behaviors create an image of effectiveness but do not ensure that deliverables are obtained.
        
        Personal Effectiveness
        
        The manager satisfies his or her personal objectives rather than the objectives of the organization. May occur in roles where the required outputs of the roles are not clearly defined and with ambitious individuals performing those roles.
        
        its objective is to
        
        achieve functional effectiveness in which the executive achieves the required products of his function. The positive integration of the three types of effectiveness is sought. The means to achieve functional effectiveness is the management style or administrative style.
        
        1 more item...
        
        Characteristics of the Styles
        
        ROLE
        
        -Uses standards, systems, methods.
        -Meticulous and conservative.
        -Makes decisions on the basis of clear principles, written rules, and on the basis of past experience.
        -Lacks personal approach, treats everyone equally, is fair.
        -His effectiveness decreases when confronted with change.
        -Does not like personal example. Prefers to work according to rules and not by identification with the boss.
        
        1 more item...
        
        POWER
        
        -Determined, with initiative.
        -Laborious, energetic.
        -Actively participates in the solution of problems, does not remain an observer.
        
        Gives the image of a very self-confident person.
        -He is ambitious, has full knowledge of the rules and regulations accepted in the organization. He knows his job and fulfills his duties.
        -He tends not to delegate functions. He is not fond of the joint management of high level managers with lower level managers in the organization. May ask for collaboration from subordinates before making a decision but not after.
        
        1 more item...
        
        RELATED
        
        -Basically oriented towards others.
        -Creates a work environment where acceptance and security reign. Subordinates feel free to contribute.
        -Competition for their attention may arise. Lack of clarity can create tensions.
        -To not influence does not apply authority but understanding and companionship.
        
        1 more item...
- - - - Although the controller's job is related to food and beverage operations, the responsibility for this position usually falls to the accounting department. The controller must prepare budgets, forecasts, and cost analyses; supervise food quality testing; set menu prices; control receiving operations and record keeping; and may have primary responsibility for designing cost control systems, monitoring their effectiveness, and reporting to the executive director.
- - - - Before the store manager or quartermaster delivers food and beverage items, a requisition must be submitted. The chef or head bartender makes requisitions as items are needed. In a well-run food and beverage department, requisitions are made well in advance, so the kitchen quartermaster should keep a log book in which he records each item he delivers, the requisition number, the date, the signature of authorization, and the department to whom it was delivered.