Functional Roles in Hospitality Organisation

This presentation discusses the different functional roles in a hospitality organisation, including analysing the need for resources, coordinating employees, ensuring customer satisfaction, solving issues, delegating roles, managing budgets, providing customer service, supervising maintenance, coordinating departmental tasks, and handling food and beverage operations.

Hospitality Business

Table of Content
 Introduction
 Different functional role in hospitality organisation
 Method of Communication
 Effectiveness of Communication methods
 Coordination and Integration within Hospitality organisation
 Recommendation
 Conclusion
 References

INTRODUCTION
 Hospitality is a service sector that involve wide range of services such as lodging services, food,
drinks, restaurants, event management and various other associated services.
 This report is based on the case study of the Ritz hotel. Ritz Hotel is luxury hotel based in London.
 Ritz hotel was established in the year 1906.
 Architecture of the hotel was designed by Charles Mewas and Arthur Dewis. In this report various
principles related to the managing and monitoring financial performance will be reported.
 Summarised information in respect to the double entry book keeping system will be reported.
Trial balance will also be reported.

Different functional role in hospitality
organisation
Analysing Need of resources
 Manager needs to identify various needs of hotel in respect to human resources, budget and other associated needs in
running smooth operations of hotel.
 Manager also need to ensure the suitability of such resources on the basis of duties attached with the position and
function.
Coordination in employee's
 Manager also need to ensure the coordination between all human resources and functional department in process to
effective guest service.
 Effective coordination will enable the management to fulfil all the needs associated with the hotel guest.
 Coordination also drive the hotel management to solve customer issues in a limited time.

Cont..
Customer satisfaction
 To ensure the customer satisfaction with the effective operational functions is among the major function manager needs to play in the Ritz
hotel.
 Customer satisfaction involve providing quality services to customers witching the expected time span. Fulfilling all the needs will drives the
customer satisfaction in hotel.
Solving Issues
 Among all the functions of the manager solving issues in the hotel is the major function manager need to perform.
 In hotel's manager needs to face various issues such as customer issue, employee issues and all other associated issues.
Delegating roles
 Manager also needs to delegate various positions in the food and beverage department like cook, customer service manager and for other
associated functions in process to smooth flow of operations.

Cont..
 All the above functions of manager enable the manager to perform all its duties effectively.
 Communication channel play the significant role for the manager while performing all its functions as a manger in
Ritz Hotel
Functional Role
Manage Budget
 Budgets is a crucial aspect involve in each operations of the hospitality organisation.
 Functional role involve managing the budgets in order to conduct each operation such as marketing, operations
and all other operations of the hotel.
 Resources are minimum in nature so to utilise the resource in the optimum manner is a key functional task
management of Ritz hotel needs to conduct.

Cont..
Customer Service
 Customer service is also a crucial functional role management of Ritz Hotel needs to manage.
 Customer service involve meeting and greeting hotel customers and guests, housekeeping and dealing with all
complaints of customers.
Supervising Maintenance
 Supervising maintenance is also a key functional role hotel management needs to fulfil. It involves hotel grounds
and security of hotel.
 Supervising maintenance is comprises with all functional operations conducted in hospitality organisation.
 It also focuses over taking care of each operations involved in guest service at Ritz Hotel.

Cont..
Coordinating Departmental Tasks
 Coordinating all departmental tasks is also a key functional role involve in hospitality service.
 It involves delegating various operations such as front office, room service and other associated
operations
Food and Beverage
 Food and beverage is among crucial hospitality function.
 Serving best food and beverages play an important role in the performance of Ritz Hotel.
 It is more like comprises with other functional role such as supervising maintenance,
coordinating and other functional activity.

Method of Communication
Oral communication
 Manager in food and beverage department in Ritz Hotel use oral communication method to perform all the associated
functions.
 Oral communication is an effective tool that used in corporate organisation that also ensure the fast and time efficient operations
in the hotel.
Written Communication
 Management also use written communication method for conducting specific operations in the department.
 Written communication involve communicating over text about the functions attached with food and beverage department.
 Written communication is an efficient way to communicate as it assure more precisely about the communication and also keep
as a record.

Effectiveness of Communication methods
 Communication methods like written and verbal impact over each hospitality
operation.
 To have a smooth operation in hotel it is important to have an effective communication
process between all departments so that all needs and requirements of guests can be
effectively cater during the stay.
 Communication methods also drives the organisation to solving all issues related to its
customers and also to cater its service timely.
 Management of Ritz hotel channelize all effective mediums of communication that are
utilised as per the requirements of the situation.

Coordination and Integration within
Hospitality organisation
 Coordination ad integration play a huge role in making an effective hospitality
service.
 IT is crucial to have a proper communication channels between all department
in the hotel so that they can interact about all the guest activities during the
stay.
 All departments in hotels such as front office, room service and other are
interconnected with each other in respect to serving the best services to hotel
guests at Ritz Hotel.

Recommendations
 Coordination and integration with the use of effective communication channels will
improve the functional productivity in the food and beverage department.
 Productive operations also improve the customer satisfaction that will also improve the
profitability of the hotel.
 Satisfactory services drives the management to achieve all the targets of the hotels by
enhancing profitability.
 Hotel management can also use strategical tool such as taking feedbacks from
customers in order to improve the hotel services.
 Management can use more volatile approach for catering all its services.

Conclusion
 This report concluded various impacts of financial transaction over organization profitability.
 Recording of various financial transactions with the use of books and accounts has concluded.
 How different cost like variable cost, fixed cost and other associated cost impact the organization profitability has
concluded.
 Various aspects of human resource management in the organisation has concluded that also involve impacts over
profitability and operational efficiency of the organization.
 Performance management model has also concluded to determine the aspects of performance improvements.
 Various impacts of legislation over decision-making like deciding wage rate, ensuring equality in organization and in
other associated ways has concluded. Impacts of coordination and communication channels has also conclude over
effective flow of operation in a specific department in hotel.

References
 Kalargyrou, V. and Costen, W., 2017. Diversity maszsnagement research in hospitality
and tourism: past, present and future. International Journal of Contemporary
Hospitality Management.
 Lashley, C., 2018. What to do about how to do: Reflections on the future direction of
hospitality education and research. Research in Hospitality Management. 8(2). pp.79-
84.
 Murphy, M. and Sashi, C. M., 2018. Communication, interactivity, and satisfaction in
B2B relationships. Industrial Marketing Management. 68. pp.1-12.