HOSF1095 Lecture Notes - Lecture 2: Human Resources, Job Performance
24 Feb 2013
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Document Summary
Mission statement: define the unique purpose that sets one hotel or hotel company apart from others. Goals are those activities and standards an organization must successfully perform or achieve to effectively carry out its mission. Strategies: the methods a department or division uses to achieve its goals. Tactics further define how goals will be achieved. Departments: groups of workers in a hotel who all perform similar jobs. One method involves classifying an operating division or department as either a revenue center or support center. Outlets: restaurants, cafes, bars, room service, mini bar. Revenue centers: front office, food and beverage outlets, sales & catering, room service, retail stores, spa. Support centers: housekeeping, accounting, engineering and maintenance, human resources. Rooms division= front office + housekeeping: the front office function. Front office: the area within the hotel responsible for guest reservations, registration, service and payment. Front desk: the area within the hotel used for guest registration and payment.
