Detailed explanation of the job functions of the 8 major departments of the hotel
Hotel managers must be clear about the work functions of various departments of the hotel. Today, Xiaobian compiled a detailed list of work functions, involving 8 departments of the hotel: Administration Department, Finance Department, Purchasing Department, Catering Department, Engineering Department, Public Relations Sales Department, Housekeeping Department and Training Department, remember to save it and watch it when you have time!
01
Functions of the Administration Department
The Administration Department is the department responsible for administrative affairs and logistical support in the hotel.
The main task is to provide logistical support for employees; to ensure that the hotel’s food, beverages and drinking water meet hygienic standards; to be responsible for the maintenance of hotel vehicles; to contact government departments, and to handle the application and re-inspection of various sanitation permits for the hotel; Responsible for the health management of various joint ventures, cooperation and contract projects within the hotel and coordinate and solve related issues.
Design the organization and prepare the quota. Under the leadership of the decision-making level of the hotel, the organizational structure of the hotel and the staffing of various departments should be determined according to the size, grade and operating characteristics of the hotel.
Develop a human resource management system. According to the hotel’s human resources policies and policies, formulate various management systems, such as staff rules, promotion, resignation, etc.
Plan and implement employee recruitment. According to the business needs of the hotel business, formulate the recruitment plan for the employees required by the hotel, and organize the implementation.
Do a good job in wages, benefits and labor protection. According to the national policies on labor wages and hotel regulations, do a good job in the grading and adjustment of employees’ wages, and supervise the implementation of labor protection measures in various departments.
02
Functions of the Finance Department
Prepare financial plans and strengthen plans. The management and finance department shall prepare financial plans, supervise and inspect the implementation of the plans according to the guidelines, policies, systems and disciplines stipulated by the relevant departments and the actual situation of the hotel; raise various funds, and manage and use the funds well.
Do economic accounting and control costs. The finance department should reflect and supervise the hotel’s economic activities and results through accounting, and control and manage the accounting process; it should use accounting data to supervise the tendencies in the hotel’s operation, try its best to reduce costs and save costs, so as to improve the hotel’s performance. profit level.
Strengthen financial analysis and provide decision-making reference. The finance department should strictly evaluate the implementation of various economic indicators according to the financial plan; through in-depth research on the actual deployment, analyze the operation and management of the hotel, and provide financial information for the hotel decision-making level to promote the hotel to improve its operation and management.
Adhere to accounting supervision and maintain financial discipline. The finance department should strictly abide by the financial discipline, organize economic activities and financial management in accordance with the relevant national policies and policies; it should resolutely stop the violation of the financial brokerage committee and the public for private use, deduction of public and private, extravagance and waste, etc., to ensure the integrity of hotel assets. Increasing the value of.
03
Purchasing Department Job Functions
Prepare hotel procurement plans. The Purchasing Department shall formulate the purchasing plan for all the hotel materials according to the needs of the hotel business operation, examine and approve the purchasing applications of various departments within the scope of the general manager’s authorization, and control the use of purchasing funds together with the Finance Department.
Organize the purchase of items. The Purchasing Department shall organize the purchase of the required items on time, with guaranteed quality and quantity, according to the purchase application of each department and the inventory of materials. In the procurement process, you should compare the purchase price and strictly control the purchase price.
Do a good job in the acceptance, inventory and distribution of incoming goods. The Purchasing Department should conscientiously output the acceptance, inventory, distribution, account registration, accounting and other work of purchased materials, formulate and implement relevant rules and regulations, especially the customs declaration and tax payment of all imported materials in the hotel, and timely follow the procedures. Extract materials.
Provide source information. The Purchasing Department should conduct market research frequently, pay attention to collecting various information about materials, feed them back to the materials use department, and put forward opinions and suggestions on the use and management of materials, so as to reduce hotel expenses and improve economic benefits.
04
Functions of the Food and Beverage Department
Grasp the market demand and make a reasonable menu. The catering department should understand the consumption characteristics and catering requirements of the target market of the hotel, and grasp the eating habits and catering needs of guests of different ages, genders, occupations, nationalities and ethnicities, and different religious beliefs, and formulate on this basis. Create a menu that can cater to the target market’s customers and meet the various needs of customers for catering services.
Carry out catering innovation and create business characteristics. Hotel catering services should have the ability to attract guests and compete with other restaurants and social restaurants, restaurants, the most important thing is to create their own operating characteristics. This requires that the catering department should strive to tap the potential of people, actively inherit the tradition, research and develop the varieties of dishes, and match them with the catering environment and special services.
Strengthen catering sales and increase operating income. Under the guidance of the hotel’s marketing plan, the catering department should study and analyze the consumption needs of catering guests, carefully select the sales plan, carry out various forms of promotional activities, actively attract various banquets, and strive to do a good job in the promotion of holidays and hotel special catering. , in order to win more customers and try to improve the average consumption level of customers.
Control catering costs and improve profitability. The purpose of catering business is to create profits for the restaurant on the basis of meeting the dietary needs of the guests. In order to improve the profitability of catering, in addition to expanding catering sales, it is necessary to strictly control catering costs. The first is to reduce the cost of food. The catering department should price reasonably according to the star rating of the hotel and the consumption level of the target market, control the purchase price, quantity and quality of food raw materials, strengthen the acceptance, inventory and distribution management of food raw materials, and reduce the cost of equipment raw materials. Loss and waste, etc.; secondly, try to reduce labor costs. The catering department should do a good job of forecasting the business volume, reasonably organize the labor and arrange the working hours of the waiters according to the labor quota, and strengthen the training to improve the labor efficiency of the waiters, thereby reducing labor costs. Again It is to reduce the consumption of low-value consumables. The catering department should determine the consumption standards of low-value consumables, and on the basis of meeting the needs of customers, minimize waste and deduction, and increase profits.
05
Engineering Department Job Functions
Guarantee the energy supply of the hotel. Ensure the normal operation of the equipment that supplies energy to the hotel (such as power supply, heating, cooling, steam supply, etc.), and supply energy with guaranteed quality and quantity according to the needs of various business departments of the hotel, and at the same time, try to save energy consumption.
Strengthen the maintenance of facilities and equipment. According to the type, structure, performance, operation time and technical requirements of the facility equipment, a corresponding maintenance plan is formulated to ensure the normal operation of the facility equipment. At the same time, induction training should also be carried out for employees who use equipment in various departments. The training content is the induction training for employees who will use the equipment at work, and the training content is the maintenance requirements for the equipment they will use at work. In addition, the engineering maintenance personnel should conduct a round inspection of all the facilities and equipment of the hotel to find any abnormal conditions of the facilities and equipment, find problems and solve them in time.
Renovation and renovation of facilities and equipment. In order to give full play to the comprehensive benefits of facilities and equipment, avoid their aging, and enhance the hotel’s competitiveness, the hotel’s facilities and equipment should be updated and renovated every few years. If it is a small-scale project, the engineering department should try to construct it by itself; if it is a large-scale or major project constructed by an external unit, the engineering department should do a good job in supervision. In addition, when the hotel holds major events, such as large banquets, conferences, etc., the engineering department should assist and cooperate with the venue layout.
06
Public Relations Sales Department Job Functions
- Sales part:
Create a sales plan. According to the business objectives of the hotel, collect and analyze the flow trends of various markets, formulate the sales plan for the hotel to attract tourists, and organize the implementation.
Establish a good cooperative relationship with customers. It should maintain close contact with tourism administrative departments, foreign affairs departments, travel agencies, airlines, railway bureau passenger stations and local commercial companies, offices, enterprises and institutions, and communicate frequently to understand the needs of guests and establish long-term, Stable and good cooperative relationship to promote the sales of hotel products.
Promotion and promotion of hotel products. The target market should be determined according to the actual situation of the hotel, and various publicity and promotion work should be carried out on the target market in time to ensure the completion of the sales target issued by the hotel.
feedback various information. The collected accounting information of various customer source markets should be fed back to the hotel, and participate in the research of hotel product innovation and combination development, so as to make hotel products more in line with the needs of the target market and increase sales.
Second, the public relations part:
Improve hotel visibility and reputation. The news media should be fully utilized to enhance the visibility and reputation of the hotel. When celebrities come to stay in the hotel, representatives of famous manufacturers come to the hotel to hold meetings, and the hotel participates in social welfare activities, the news media should be notified in time to improve the reputation of the hotel through news reports.
Gain public understanding and support. It is necessary to strengthen the information communication with the internal and external public, and establish a good relationship with the public, so as to obtain their understanding and support for the various work of the hotel. Inside the hotel, communication with employees, various departments and shareholders should be strengthened to create a harmonious and cohesive internal environment; outside the hotel, there should be increased communication with guests, news media, government functional departments and the community. Communication, to create an external environment conducive to the survival and development of the hotel.
Feedback public information and analyze the environmental situation. Information such as the evaluation of the hotel by the society (such as the hotel’s characteristics, advantages, service quality, etc.), the attitudes of employees and shareholders of the hotel and other information should be provided to hotel decision makers to play the role of decision-making staff; , such as changes in national policies and laws, the orientation of public opinion, public intentions, changes and trends in the economic situation and the hotel market, etc., and report to hotel decision makers in a timely manner.
Establish the image of the hotel and maintain the reputation of the hotel. Establishing and developing the image of the hotel is one of the important means to promote the development of the hotel. Therefore, we should pay close attention to the changes in the public’s psychology and intentions, and the public relations strategy of the high-speed hotel, so as to establish a good image of the hotel, so as to continuously create a good social and public opinion environment for the development of the hotel. When there are some situations that are not conducive to the image of the hotel, they are not afraid of danger, respond quickly, win the support of public opinion, and handle it properly to maintain the reputation of the hotel.
07
Housekeeping job functions
- Front hall part:
Sell rooms. Cooperate with the sales department to carry out various promotional activities; accept room reservations and manage reservations; receive guests (with or without reservations); check in for guests, arrange rooms and determine room rates.
Offers a variety of front office services. Mainly include: pick-up and drop-off services to airports, stations, docks and other places; luggage service; inquiry service; mail service; safekeeping of valuables; handling of complaints; various services through the telephone switchboard, etc.
Liaise and coordinate customer service. The customer source information obtained in the process of selling rooms will be reported to other relevant departments of the hotel in a timely manner, so that each department can provide targeted services according to the needs of the guests; the opinions and handling conditions of the guests learned from accepting complaints will be fed back to the relevant departments in a timely manner .
Create a guest account. The hotel provides a one-time settlement service for registered guests. Therefore, a debit card should be set up for each in-house guest, and the customer account information transferred from each business point should be accepted, and the consumption of the guest during the stay in the hotel should be recorded in time; accumulated and reviewed every night; , collection or transfer services.
Process all kinds of information and materials. As the information center of the hotel, it should classify and process a large amount of information received every day about the market demand of customer sources, product sales, operating income statements, and guests’ opinions and suggestions on the hotel, and report to the hotel’s customer management structure in a timely manner. Pass it to the relevant departments; at the same time, it also establishes a customer history file for the guests who come to the store, records the basic information of the guests and the consumption of the guests in the hotel, and provides it to other businesses for reference by the departments; all kinds of information should also be stored and archived so that they can be stored and archived at any time. take.
- Room part:
Do a good job in hotel cleaning and maintenance.
Provide various types of guest room service. The housekeeping department should provide quality service during the guest’s stay, so that the guest is completely satisfied. The guest services provided by the housekeeping department for guests mainly include: welcome and send guests service, telephone service, laundry service, room service, customer service, shoe shine service, rental item service, leftover item handling, and so on.
Innovate guest room products. According to the needs of the guests and the characteristics of the hotel, we will innovate the guest room products, from the scientific and rational use of functions and beautiful art forms to create a beautiful and comfortable living environment for the guests. The innovation of guest room products is mainly reflected in: the adjustment of guest room types, such as reducing the number of standard rooms and increasing the number of single rooms according to the characteristics of customer sources, adding non-smoking rooms (floors), ladies rooms (floors), disabled rooms, children’s rooms Suites, business suites, etc.; changes in room furnishings; changes in service methods.
Strengthen equipment and item control. Formulate the department’s equipment and item procurement plan, check the inspection and scrapping customs; formulate the management system of equipment and items; do a good job in the maintenance and repair of the equipment; strive to find new measures to reduce the cost of guest rooms.
08
Training department job functions
The training department is the hotel’s functional department responsible for improving the quality of personnel and rationally utilizing and developing human resources. Responsible for organizing and guiding the training of the hotel.
Insight into the hotel situation.
Regularly evaluate employees. According to the performance of employees in all aspects, regular inspections are carried out through certain projects or goals, and a system is formed, so as to conduct scientific and orderly analysis and evaluation of employees, and fairly and reasonably determine the work performance of employees and their performance in the hotel. the value of.