Contents
Task 1 1
The scale of outlets 1
The scope and diversity of service sector 1
Task 2
Organizational structure 3
Organization chart for the Le Meridian hotel 3
Organization chart for small hotel 7
Task 3 8
Michelin rating system 8
AA rating system 9
General meaning of rating by stars 9
Red star awards 10
Diamonds 13
Tick 14
Task 4 15
Marketing 15
Financial planning 15
Human resources 16
Technology 16
Bibliography 17
Commercial Sector Assignment
Task 1
The scale of outlets
Restaurants are organized into groups in chains or franchise organizations or stand alone as independents. Also they can be grouped in companies and different organizations.
Private company- a type of company who offers its shares to the public? All companies that are not public are private companies. Private company tends to be used for smaller businesses.Public limited company (PLC) – a type of limited company whose shares may be offered for the sale to the public. It is similar to a corporation and it is often more flexible from ownership, suitable for smaller companies with a limited number of owners.
Chain outlets- are a range of retail outlets which share a brand and central management and selling the same merchandise, usually with standardised business methods and practices. Such stores may be branches owned by one company or franchises owned by local individuals or firms and operated under contract with the parent corporation. Features common to all chains are centralised marketing and purchasing, which often result in economies of scale, meaning lower costs and presumably higher profits.
E.g. hotel chain- a group of hotels managed together under a business arrangement known as franchising.International -an international organization, or more formally intergovernmental organization (IGO), is an organization whose members are sovereign states, incorporated under the act is exempt from taxation. Non-governmental organizations- (NGOs) are private organizations that can also be international in scope. Generally and correctly used, however, the term „international organization“ is reserved for intergovernmental organizations only. Membership of organizations (global organizations) is open to all the nations of the world.
Group- a company is a member of the same group as another if it is the subsidiary of the other or both are subsidiaries of the same corporate body, or each of them is controlled by the same person. Two companies in the same group are called related companies.
The scope and diversity of commercial sector
The scope of the commercial sector of the hospitality industry includes:
Hotels, restaurants, fast food outlets, takeaways, motels, pubs, guest houses.
All these outlets relates to relaxation, holidays, eating out and drinking.
The table on this page identifies and explains the products and services of 6 hospitality commercial sector outlets.
Outlets
Products &services
Hotels The products of hotels are: accommodation, food & drink. Hotels provide a huge range of services such as: room service, leisure facilities, C&B, restaurants, audio visual services, secretarial services, computer, transportation, medical, laundry service, concierge, VIP assistance, currency exchange, wake up etc.
Restaurants The product of restaurants is food and drinks. The service includes its preparation and how it will be served. These outlets also can offer the reservation services, events organizing, audio visual facilities. Restaurants are organized in chains or franchise
organization or stand alone as independents.Pubs, Bars, Clubs The product of these outlets is food & drink. The service is simple & common. The ownership is similar to a restaurant. The property can be located in different places and ranges in size from local pubs to big nightclubs. They provide the social environment, entertainment, screens, life music, etc.
Casinos
Guest Houses
and
B+B
Events Catering A casino is a facility that accommodates certain types of gambling activities. They are placed near or combined with hotels, restaurants, retail shopping, cruise ships and other vacation attractions. Some casinos are known for hosting live entertainment events, such as concerts and sporting events. These outlets are providing food & drink. The size and ownership of these outlets varies from big companies and chains to independents outlets.
The basic product of these outlets is accommodation and simplified food & drink. The service known as highly personalized. These outlets are not relevant to the big chains or companies as their size is not very big, usually they are independent or franchised.
Events catering serves and provides food & drink with waiting staff. This service typically provided at banquets, conventions and weddings. The catering is covered by two different groups: independent caterers and companies with a catering business on the side. The events catering company or specialist is expected to know not just food preparation but how to make an event attractive.
Task 2
Organizational structure
Hotel properties range in size from tiny to huge. Most properties perform basically the same functions, but the way they work them varies with the property size. Hotel managers are responsible for keeping the operation of their establishments efficient and profitable. In a small hotel, motel, or inn with a limited staff, the manager may oversee all aspects of operations. However, large hotels may employ hundreds of workers, and the general manager is usually aided by a number of assistant managers assigned to the various departments of the operation. In hotels of every size, managerial duties vary significantly by job title. Assistant managers help run the day-to-day operations of the hotel. In large hotels they may be responsible for activities such as personnel, accounting, office administration, marketing and sales, purchasing, security, maintenance, and pool, spa, or recreational facilities. In smaller hotels, these duties may be combined into one position. Some hotels allow an assistant manager to make decisions regarding hotel guest charges when a manager is unavailable.
Organization chart for the Le Meridien Hotel
Le Meridien Hotels is owned by the Starwoods company and in each hotel of this company is employed a General Manager under whom an Executive Assistant Manager assumes responsibility for day-to-day operations. The General Manager is responsible- with a Director of Sales & Marketing, Financial controller, Executive Chef who is responsible to F+B Manager and Human Resources manager.
The importance of Sales & Marketing department is to increase when there is an over supply of rooms in a market. The Director of sales & marketing is analyzing market research done by others; proactively develop the business through local and international contacts across all market segments, to manage the sales team. Sales manager and sales persons are responsible for finding sales leads and following up on them with personal calls and booking functions.
Executive Chef is in charge of food preparation and production and of all the personnel involved in the task. He/she is assisted by sous chef, chef de partes’ and is responsible to F+B manager.
F+B manager is responsible for quality control of food, overall organization structure, budget and personnel, ensuring a sensational dining experience for guests of the hotel. Assistant F+B manager is responsible for administration, distribution and technical f+b function.
An accounting department is headed by a Financial Controller and consist of a several managers. Their function involves: accounts receivable and financial reporting and control, preparing operational systems, conducting special cost studies, overseeing the hotel’s cost control systems.
The Human resources manager is managing people in their particular section: recruitment, interviewing, training, advice and conflicts dealing.
Under an Executive Assistant Manager’s responsibility are Executive Housekeeper, Front Office Manager and Chef Engineer.
Executive housekeeper is responsible for the overall appearance of the hotel. Typical duties include the following: Supervising, training and assisting the other housekeepers in deep cleaning, laundering clothes and household linens, cooking and servicing meals, running errands, changing bed and household linens, keeping the household supplies stocked, polishing the silver, caring for household pets and general household projects.
Chef Engineer supervises the engineering staff. Together they are responsible for operating the hotel’s heating and air conditioning, for lightning, transportation systems, and
mechanical equipment.
The Front Office manager controls the front desk, and it is the manager’s duty to work in collaboration with reservations to ensure that occupancy and revenue are maximized. He or she is also responsible for staff rosters, and the effective use of front office staff.
The Assistant Front Office manager’s role is to guarantee the smooth operation of the front desk. He or she handles any guest’s complaints, and taking care of VIP guests.
The Reception Manager has responsibility for allocating rooms for groups, takes charge of the actual arrival and coordinates the whole process while keeping all other relevant department informed.
The Reservations manager is in charge of the section and ensures that staff is operating effectively and efficiently. He or she also ensures that the hotel operates with a maximum occupancy and determines the levels of overbooking each night.
The duties of Chief Concierge includes: control of the concierge staff, acting as a centre for information for internal and external facilities and services, the control of messages and mail delivery, the booking of external tickets, security.
Duty Manager is responsible for maximising service, satisfaction, and repeat business, understanding of laws, responsible for monitoring and maintaining operational and health and safety aspects of the business.
Night manager responsibility is overseeing hotel operations, ensuring an excellent reception service is provided to the customers, also to be responsible for the security of the premises during the shift and to be on call in case of an emergency.
Switchboard supervisor and staff handle all incoming calls, looks after in-house paging system for staff and management operates the public address system.
Organization chart for small Hotel
It is very important to note that a small property have a functional areas, not a departments.
The general manager, for example, has overall responsibility for the operation of the hotel. Within guidelines established by the owners of the hotel or executives of the hotel chain, the general manager sets room rates, allocates funds to departments, approves expenditures, and establishes standards for service to guests, decor, housekeeping, food quality, and banquet operations.