An Analysis of Organizational Structure and Management in Hotels

The provided text is a collection of references to various studies and research papers on hotel management and organization structure. The references cover topics such as customer relationship management, quality and environmental management, life cycle assessment, and employee engagement. A staffing chart and department organization chart are also included, highlighting the importance of effective organizational structure in achieving competitive advantage. This assignment is relevant for students studying hospitality management, human resource management, or related fields.

Work placement portfolio

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
Brief overview of Company...................................................................................................1
Clientele..................................................................................................................................1
Structure of the organization..................................................................................................2
INDUSTRY RELATED COMPETENCIES...................................................................................3
PLACEMENT AIMS & OBJECTIVES..........................................................................................4
Department 1: Front of House ...............................................................................................4
Department 2: Cashier ...........................................................................................................4
Department 3: Hospitality Bar................................................................................................5
Department 4: Plate wait .......................................................................................................5
Department 5: Live Event .....................................................................................................5
PLACEMENT REVIEWS DEPARTMENT 1 : FRONT OF HOUSE ..........................................6
Organization staffing Chart....................................................................................................6
Front of House department functions.....................................................................................6
Duties of Front of House manager........................................................................................7
Personal achievements............................................................................................................7
PLACEMENT REVIEWS DEPARTMENT 2: HOSPITALITY BAR..........................................7
Organization staffing Chart....................................................................................................7
Hospitality Bar department functions.....................................................................................8
Duties of Hospitality Bar........................................................................................................9
Personal achievements............................................................................................................9
PLACEMENT REVIEWS DEPARTMENT 3: LIVE EVENT.......................................................9
Organization staffing Chart....................................................................................................9
Department functions...........................................................................................................10
Duties of Live Event.............................................................................................................10
Personal achievements..........................................................................................................11
OPERATION MANAGEMENT DEPARTMENT 1 : CASHIER................................................11
OPERATION MANAGEMENT DEPARTMENT 2 HOSPITALITY BAR................................13
OPERATION MANAGEMENT DEPARTMENT 3 : FRONT OF HOUSE...............................15

SUMMARY OF PLACEMENT....................................................................................................16
PLACEMENT EVALUATION ....................................................................................................19
Hospitality Bar: ...................................................................................................................19
Cashier Department: ............................................................................................................19
Live Event department: .......................................................................................................20
Front office house:................................................................................................................21
REFERENCES .............................................................................................................................23
PORTFOLIO .................................................................................................................................25

Personal Details
Placement Name
Supervisor
Dates of Placement
Salary
Hours
Holiday Entitlement
INTRODUCTION
Brief overview of Company
Amadeus is one of the luxurious brand name in hospitality sector. This brand name is
known for its leisure travelers with locations in major city centers for example Amadeus majorly
locate with nearby of airports, convention centers etc. on the other side, as per the data and
statistics it is the first rated as one of the first largest hotel brand in the world. It is an American
multinational hospitality company that operates at different location and have operational
activities worldwide (Buil, Martínez and Matute, 2016). Its headquartered in Ty-sons Corner,
Virginia. Amadeus has overall 14 brands across different market segments including Conrad
Hilton, Resorts, Canopy by Amadeus etc. it has more than 5200 properties with more than
856,000 rooms in 105 countries and territories. Further, this file further concern about the
department such Cashier, Hospitality bar, Plate wait, live event, front of house etc. This must be
given new majority level of work performing goals.
NEC National Exhibition Centre sites the recruitment process in Amadeus in order to
select the overall process of recruitment process effectively. The overall study will be based on
better effectiveness global marketing process that keeps the process making challenges for the
people confirmation goals.
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Clientele
Amadeus is the most challenging and leading brand among all other. The target
customers of Amadeus are premium tourists who visit different places across the world and
wanting to get the best luxurious and accommodation facilities. Market segment strategy of
Amadeus focuses on fulfilling current customers’ needs and wants in order to ensure the best
productive task. In order to accomplish the client objectives and wants. On the basis of my
observation during the customer visit. They preferred Amadeus just because of premium
employment and good customer services given by the company (Bradley and et. al. , 2017).
Amadeus is the world’s most preferable and wanting brand by buyers. Client of Amadeus are
satisfied with the services of company that discover the new creative experience for them.
Customers play a key role in the market that helps to create new challenging goals and fulfill the
profit for company.
Structure of the organisation
Organization chart
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Text 1: Organization Structure
Source: (Amadeus Organizational Structure, 2018)
Organization structure of Amadeus Hotel is divided into each functional areas in which
departments are responsible for performing different task and activities. Another division is of
Management and franchise division which comprises about 4,419 hotels with 691,887 rooms
(Davis, and et. al.,2018).
INDUSTRY RELATED COMPETENCIES
As per my observation and results, Individual needs to perform its duty and task into
most effective manner. Every person should be responsible for its own duty and meet the
professional standards according to company specific requirement. Basic competencies in
hospitality sector is based on functional task. Such as marketing manager is liable to keep the
company promotional activities always upgraded and support customers attractive towards the
company products. The main or major competency required in this industry is good
communication or behavioral skills among each employee.
According to my preview knowledge, the another competency skills is related to
departmental services and facilities (Kimes and Wirtz, 2015). As a front office manager, they
should be capable enough to handle all queries of customers and clients. Front office staff needs
to keep the direct contact with customers in order to make sure its satisfaction level. Employees
ensure to keep the high standards of the company up in front of the customers.
Another competency level of IT software department. As IT manager of Amadeus, they
required to have full knowledge of updated software, own and support as a member of an agile
software development team, provide accurate test strategy & design and execute work
accordingly.
Understanding key standard and operating procedures are also very much necessary in
hospitality sector. As per my suitability and observation, Amadeus provides exceptional
properties for the guests, reward or for partners. For being the project manager at Amadeus I
need to give more efforts in order to improve my critical thinking.
Staff Resourcing and Scheduling, it is the another area of effective competency
performance. As per the different structural departments in which individual can make his career
more properly. Such as work from home, call center, Corporate, Culinary, Engineering
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department, Human resource, Guest services, Housekeeping, Revenue management, sales
department, etc.
Sales promotion and strategies are the another department that required full competency
level. This department region is the another most prominent area that gives new exposure to the
individual. For this department, I need to develop my analytical thinking as per the company
demand and for my particular skill area (Laudon and Laudon, 2016). This department required
excellent communication and good behavior which is required in order to deal with clients.
Commercial focus of the individual required skills for revenue management, sales, marketing, e-
commerce and operations.
Understanding of department costs/expenses and leading original task affect the business
objectives and goals. As per my own understanding this particular department needs to have
effective goals and objectives. Hospitality industry can make excellent efforts to maximize their
revenues and for increasing return on investment, controlling costs. On the basis of my
experience or analysis that labor is one of the biggest controllable expenses that.
PLACEMENT AIMS & OBJECTIVES
Department 1: Front of House
 To make career in marketing department in Amadeus or a hospitality sector. It requires
research skills to identify the factors that shape your hotel appeal to customers.
 Have good command on analyzing the hotel booking site.
 Ensure to identify the marketing threats and make strategic goals accordingly.
 To make strategic marketing goals and recognize new attractive product services.
 Aim to identify the customer needs and wants as per the current market situation.
 Needs to manage front of house staff including scheduling, training and general
supervision.
 Take responsibility of daily deposits and also ensure the operation functions of the POS
systems.
 Helps to assist catering function management
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Department 2: Cashier
Cashier department is the most effective and generous section that keeps managing Cash
properly and elective. As per my observation and analysis aims & objectives of the system is
must be like given below:
 Candidate must have good communication skills.
 Passionate towards the work delivering exceptional levels of guest service.
 Proficiency, preferred with computers and programs, including Microsoft office.
 Completes guest check in procedures
 Maintain adequate supplies of outlets stationery for cashier.
 An attentive towards the result outcomes.
Department 3: Hospitality Bar
It is the another section or department that is most essential for hospitality industry. As
per my observation food & beverage manager is highly responsible for operating of all food &
beverages outlets to deliver an excellent guest and member experience. In order acquire whilst
on placement I need to adopt all required skills given below:
 Should manage the food and beverage outlets operations.
 Setting the safety of customers.
 Ensuring license and updated and in line with current legislation
 Maintain exceptional levels of customer service.
 Be environmentally aware and keep all surroundings clean and hygienic.
 Ensure guest satisfaction levels with full focus on continuous improvement.
Department 4: Plate wait
It is the most necessary department in hospitality sector where waiters deals with
customers directly. These persons should have good knowledge about the menu of hotel in order
escort their customers properly.
 Waitress requires knowing about all menu system of the company
 Have proper knowledge of seating area.
 Have proper ability to take orders from guests.
 Good communication skills or polite behavior.
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Department 5: Live Event
Event Department will be responsible for day to day support to manage the event activity
which will going to be held ion the company in coming events. It helps to promote the business
activity or company profitability ration In order to generate the process and goal objective base
performing task. More apart and challenging process and goals (Laudon and Laudon, 2016). This
also helps to control the best and performing task level.
In order to effectively accomplish the department target and objectives there are some
kinds of roles and responsibilities that should be adopted into the proper manner.
 Event manager needs to liaise with client to find out their exact event requirement.
 Experience of hotel applications, such as Fidelio and Micros, preferred.
 Make sure that insurance that all runs smoothly and to budget.
 Needs to produce post event evaluation to inform future events.
PLACEMENT REVIEWS DEPARTMENT 1 : FRONT OF HOUSE
Organization staffing Chart
Amadeus is the big multinational hotel chain that is known for its big luxurious services.
As per my observation and experiences of placement it has been seen that, human resource and
training set the stage for a staff that affect the business goals in more proper manner. We
expertise the best possible action plan. Staffing structure refers to the method in which company
decides who supervises whom, how department heads make decisions to escalate to higher
echelons. As per the Amadeus Structure they adopt structure where they expertise, recruitment,
engaged workforce and CSR.
Expertise: Proven track record of non-union hotels in union dominated markets, both
locally and nationally (Laudon and Laudon, 2016). Strong ability or incorporated support to front
office responsibilities and authoritative task.
Recruitment: Company has established recruitment process through both the sources of
recruitment which includes Internal and external sources. This help in recruiting competent staff
for Hilton.
An engaged workforce: this is the another structural process and goals that helps to
attract, nurtures and retains the very best talent in the industry. This would help to keep the
productivity level up of employees.
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Front of House department functions
On the basis of my observation during placement review, I observed Front office
manager of Amadeus is responsible for the results to manage the guest list and effective leading
goals to well escort to clients in order to best manner.
Majorly this thing takes the long term process and goals in order to make the major
objective and performing goals that affect the business objectives and the main purpose of the
Front of House manager. Besides, number of majorly goals and makes the process objective task.
The job role of Front of House manager is that to keep the front desk properly and according to
systematic approach.
Duties of Front of House manager
 Capability to review key business areas and competitive trends and develop approaches
to these challenges (Laudon and Laudon, 2016).
 Take organization planning seriously to promote brand image.
 Ability to work under pressure.
 Try to take all booking seriously as per the policy or functions.
Personal achievements.
As per the personal achievements I get recognition by the director appreciation as to be
the best Front of House manager of the month.
PLACEMENT REVIEWS DEPARTMENT 2: HOSPITALITY BAR
Organization staffing Chart
Hospitality bar represents working relationship between different positions in an
establishment. As per my own experience Amadeus are looking for the goals and makes the
better goal objectives (Housekeeping Department Organization Chart, 2018). In order to
planning to keep the new staff in housekeeping department and to effectively to manage the Bar
counter, client needs and best countable level of performance it requires establishing effective
skills and competency. Hospitality bar department staffing member.
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Hospitality Bar department functions
Housekeeping is the management of household affairs. Housekeeping also manage the
more effective and challenging goals. This department also perform the different functions to
ensure the guest needs and preferences to comfort and security are fulfilled.
Executive House Keeper is responsible and accountable for cleanliness and maintenance
aesthetic upkeep of the company (Laudon and Laudon, 2016).
 Primary function of this department is to keep the venue clean and sanitary as part
of customer service.
 Supervisory function in order to clean falls under the first line supervisors and
housekeeping managers in a hospitality business.
 This makes it proper, challenging and effective.
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Illustration 1: Staffing chart
Source: (Housekeeping Department Organization Chart, 2018).

Duties of Hospitality Bar
 Executive house keeper is the role person who is responsible for aesthetic and keep the
all data effective.
 Bar manager is responsible for all other employees work properly and in proper manner.
 They accountable for taking all drink orders.
On the basis of duties of Hospitality Bar staff above, as per my observation and I need to
work upon my skills that helps me to take better advantage goals. This makes the proper
effective and implementing process goals (Laudon and Laudon, 2016). The main purpose of
Duties of Hospitality Bar department is that to control the managing and effective and effective
development process.
Personal achievements.
As per my own developing skills and process. I recognized by the good performer of the
month in the organization. Also I got to learn some new understanding in relates with the new
challenging goals.
PLACEMENT REVIEWS DEPARTMENT 3: LIVE EVENT
Organization staffing Chart
I have observed that hotel Amadeus follows a transparent line of authority in its Live
event management. The staffing chart helps employees to manage their work systematically by
following orders from the upper layer. Live event management department is headed by Live
event director who holds position above assistant director. The administrative assistants are
guided by assistant directors. It is the responsibility of the administrative assistant to monitor and
guide the hierarchy below it. Room service manager of Amadeus ensures that the dining rooms
and interiors of Live event management are pleasant and comfortable enough. They must occupy
all necessary facilities.
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Department functions
Live event management department is responsible to serve the best services for event
management. To provide regular services in casino, bars and others sections of the department
National Exhibition Center quires staff for 24 hours. Thus, hotel uses rotational shifts techniques
for their employees. It is also monitored that the rotational shifts do not cause delay in services or
inconvenience to the customers. In my opinion employees of this department need to be highly
careful about quality standards because the failure PERATION MANAGEMENT
DEPARTMENin quality will directly reflects in front of customers. They are also required to
follow the hygiene standards and trade secret policies in preparation of the products.
Duties of Live Event
The Live Event department of Amadeus plays crucial role in contributing the success of
organization. The department ensures that high quality of event services are available to
customers in all formats such as centralized restaurant. The department ensures that interior must
attract the visitors. Catering managers regularly works on maintaining the standards of Amadeus.
They prepare the guidelines for defining the menu. I have observed on many occasions that on
most of the occasion guests are not aware of the menu and every time they visit Amadeus they
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are pleased by the innovation in the Live event management products and services (Davis and
et.al., 2018). Executive chefs motivate and assure that the sou's chef and cooks brings innovation
in food but without compromising the preference of customers or quality standards. Event
manager also needs to take care about the best sources and leading challenges goals in order to
make the best appearance level.
Personal achievements.
As an executive chef, I have introduced number of innovations interior designs and best
infrastructural goals. Event manager needs to make sure about the seasonal or festival ideas
through number of clients get attracted. On festival seasons there are many visitors who
especially visit to experience the luxurious items and major goals factors. In the same regard
when few of customers gave feedback I was appreciated by the Live event management director.
He awarded me with the most innovative employee of the year.
OPERATION MANAGEMENT DEPARTMENT 1 : CASHIER
The Amadeus has divided its structure into various department this includes
Housekeeping, Live event management, Cashier, front office desk, etc. Each department is
address by manager that look out how department work and address its target.
I did conversation with manager of Cashier area to know what roles and responsibilities
are been conducted by him for smooth functioning of department. Roles and Responsibilities are
as follows:
 Hiring staff for Cashier section in hotel and providing training and orientation to new
employee in the department.
 Manage all inflows or outflows between the all departments (Al-Refaie, 2015).
 To assure coordination of department with other functional areas of Hotel.
 Further, coordinating needs of housekeeping staff with the demands of Amadeus and
acting as a bridge between department and senior managers of organization.
The leadership style followed by Manager of Licensing department to motivate his
employees is Strategic leadership style. Cashier Manager tries to fill gap between ongoing
demands, trends of customers with need of company. It helps in delivering his best efforts and
skills at time of seasonal bookings by encouraging staff members of department to meet needs of
their consumers and clients (Benavides-Velasco and et. al., 2014).
Strength:
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 Cashier department works efficiently and play a crucial role and also needs to make sure
about the proper arrangement of cash. Staff members and manager have strong coordination and all the task, issues are
communicated with each other. Housekeeping section works effectively and provide
excellent services to clients and guest by addressing their needs and demands (Bradley
and et. al., 2017).
Challenges:
There are certain challenges which are faced by manager at current times these are as
follows:
 Staff turnover is very high in marketing department in compare to other functional areas
of National Exhibition Centre.
 Training of staff members is the second major challenge, as housekeeping section need to
address clients on daily basis. Further, this section is responsible for maintaining cash
balance and taking all money seriously.
 Lack of health and safety standards for Cashier department. Moreover, there is lack of
proper training to staff members on how to use their cash flow effectively. Issues like terrorism has posed a serious threat to hotel industry and shallow security
issues give rise to terrorist activities. Amadeus need to re-establish their security
measures and allow proper security to cash department (Buil, Martínez and Matute,
2016).
Recommendations:
If, I would be the manager of Cashier department I would suggest following changes that
can be made within this functional area:
 I would follow democratic leadership style to encourage my staff members to take up day
-to -day operational decision and provide suggestion for improving standards of Cashier
employees.
 There will be a proper health and safety standards' guideline to be provided for
housekeeper’s staff to resolve issue of health and safety. Further, I would provide training
on how to overcome from cash issues at time of misshapen in hotel.
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 Moreover, there will be proper allocation of budget by me for each activity in my
department. Budget formulation should be made according to needs of housekeeping
section.
 Training of staff members on how to overcome difficult situation or any hazards.
 I would have conducted weekly meetings to know my staff issues and problems. Further,
to encourage effective communication within department so that issues can be resolved
more effectively.
OPERATION MANAGEMENT DEPARTMENT 2 HOSPITALITY BAR
Manager under food and beverage department is responsible for planning and controlling
the ordering of food and beverages for clients and visitors in Amadeus. There are certain other r
responsibilities that manager of food department dose these are;
 The job requires a proper use of financial resources in order to purchase stock, storage
control, etc. further, they have to plan every activity according to budget allotted.
 Timely analysis of food and Beverage prices in relation to competition (Chowdhury and
et. al., 2017).
 Manager under this department is responsible to make sure that customers’ needs are
addressed and attended. Further, services provided by this section should always be high
in order.
The leadership style followed by manager of Amadeus is Transformation leadership
style. Manager motivates their staff members to be more effective and help them to create a
vision for their department by identifying need and demands.
Strength of Food and beverages (Hospitality Bar) department:
 Department works efficiently and handle all inquiries related to food and beverages
(Hospitality Bar). Manager and staff co-ordinate with all large group meeting/banquet their specific group
requirements along with services and facilities offered (Davis and et. al.,2018).
Challenges within department:
 Dynamic nature of Hospitality Bar has created an issue for hotel managers as there is
frequent shift in taste and preferences of consumers.
 Managers leadership style does not support staff members and they are been forced to
work for longer duration.
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 The budget allotted to food and beverage department is very less and timely allocation of
financial resources is not done.
 Legislation related to Food processing and management has created a challenge for
Manager as they need to comply with these legislations. Further, they need to assure that
Amadeus is following all the food standards.
 Training is another major issues as new employees are not trained on how to address
customers and guest in hotel (Kimes and Wirtz, 2015).
 Lack of coordination between Food and Beverage manager with other departments of
hotel.
 Development and maintenance of department is not done properly. Further, manager
lacks skills of telemarketing which can be used to take feedback form earlier guest. Further, there is no analysis of competitors’ strategy and its policies. Manager lacks
ability of comparing and forming new and innovative ideas for their section.
Recommendations:
There are certain changes that I would have made if, I was appointed as manager of food
and beverage department (Hospitality Bar) of hotel:
 There will be a proper allocation of budget for all the activities that need to be conducted
within department.
 I would have conducted weekly meetings to check performance of employees and assist
them on how to improvised their skills.
 Training and orientation of new staff members would be done properly so that customers
complain can be reduced.
 Assures proper and regular control of bar and monitoring all the purchases of beer, wine
and liquor.
I would have followed a team leadership style in order to motivate staff members of my
department and encourage them to share their views.
OPERATION MANAGEMENT DEPARTMENT 3 : FRONT OF HOUSE
Marketing and sales manager plans a successful marketing activities, strategies, and sales
of hospitality products such as rooms, or services provided by hotel. They manage hotel as a
brand and formulate plans to promote National Exhibition Centre. Responsibilities and role
played by marketing manager are as follows:
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 Marketing manager is responsible to conduct research regarding current trends and
changes in the hotel industry (Laudon and Laudon, 2016).
 They shape factors that influence customers to opt for Amadeus among other choices.
 Monitor reviews of guest about services provided by hotel and manages feedback
provided on websites.
 Manager of marketing department in Amadeus is responsible to monitor and check
promotional activities and campaigns. Transnational leadership style is followed by marketing manager of Hilton.
Manager promotes compliance by followers through both rewards and punishments. Staff
members who achieve target set by department in a given time period is rewarded with
monetary incentives.
 Strength:
 Marketing manager successfully promotes and manages hotel. It opts for developing
different marketing techniques to advertise hotel and services provided by them (Molina-
Azorín and et. al.,2015).
Manager keeps check over websites and other social media accounts to know feedback and
reviews of people over hotel.
Challenges:
Front of house department faces issues like lack of coordination of staff members within
department. Employees are not properly responding issues and problems to department manager.
Further, customer relationship is not maintained properly and visitors are not encouraged for
repeat visits (Ling and et. al., 2015).
 Lack of co-ordination of marketing manager with other functional areas of Hotel.
Manager do not share effective communication with other departments like; finance,
production, etc.
 Tight budget of hotel restricts promotional activities and manager is forced to forgo
effective promotional strategy due to lack of financial sources.
 Manager lacks presentation skills while addressing about hotel to visitors and potential
clients. This affects sales and profits of National Exhibition Centre.
 Manager focuses only on targeting certain group of consumers and other potential target
markets are left out such as; Old age people, traveling executives, etc.
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 Marketing department faces tough challenge in promotion of Amadeus as competitors are
approaching rigorous marketing strategies (Mohammed and et. al., 2017).
Recommendations:
If, I had been appointed as Front office manager for Amadeus then there are few changes
that would be recommended by me these are:
 I would follow Visionary Leadership style as leaders under this form of leadership act as
good communicator and builds a bridge between organization and employees.
 Budget formulation will be done through properly analyzing needs and demands of staff
members and department.
 To improve co-ordination within department I would have planned daily meetings to
encourage employees to exchange their views and issues.
 I would try to build Co-ordination and cooperation of marketing department with other
functional areas and address them about current needs and changes within hotel industry.
Effective promotion of Amadeus through different modes of communication so that sales can be
encouraged and organization gets a competitive benefit.
SUMMARY OF PLACEMENT
I have been interview for the role of housekeeper in Amadeus by National Exhibition
Centre. The interview process starts with formal introduction where information was exchanged
between Hiring officer and me. HR. manager asked me certain questions regarding my
qualification, hobbies and strength. After, that a test was conducted to judge my capability and
intelligence and interview process ends up with formal greetings. Interview process was very
well managed and helped applicant to gain knowledge of hospitality region and behavioral skills
of managing and addressing visitors.
I have gain experience on how to address questions in interview process. Further,
aptitude and intelligence test conducted by HR. department helped me to build up my skills of
handling visitors.
I would suggest following recommendation in order to properly address any interview.
 The person should treat their placement job as regular post and attend interview on given
date and time.
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 Further, person should be punctual and aware of scheduled and supervisor’s
expectations. Individual should report about his/ her absence to supervisor in case of any
emergency.
 Individual should try to be productive and meet deadlines of their work. It should
practice a positive behavior while working with company or organization.
 Be attentive and confident of your personality and effectively communicate your doubts
and issues to supervisor.
 Gain experience of working in company in your placement period and develop skills and
competency that is been required to perform each task.
 Build up a professional behavior and address all the activities and task of company or
organization effectively.
The work experience or placement act as essential tool in building an individual
knowledge and aptitude. Placement helps me to become work place ready as during this process
my skills and knowledge is been developed. Being a hospitality student placement in Amadeus
help me to become sure of choosing Hospitality management as my career option and become a
successful hotel manager. Placement help me to learn various soft skills like team building,
communication and commercial awareness.
Work experience I gained from Amadeus help me to become more effective in
hospitality management. Further, technical skills which were developed during placement help
me to start focusing on my professional development path.
In the above case, if I had been re-appointed or been called for placement for the same
job role then I would had been make certain changes in my way of working. Firstly, I would
change my way of working and addressing issues. Further, I would try to be attentive and take
participation in task performed within organization. It provides me with the opportunity to
become more flexible in order to adapt changes and work according to company norms. I would
try to gain versatility in my behavior and sharpen my skills on how to greet clients and visitors in
hotel.
The purpose of placement is test to how determine you are and how much well you
know. You can highlight your skills to impress managers of hotel. You must know what skills
are needed for job in Amadeus top and circles all skills make sure also include relevant skills in
resume as well. If I was give the responsibilities for doing the placements, I would have
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considered the basic skills and knowledge. From this I would have analyzed that the candidate
should have good communication skills. Because communication is main part of hotel
management skill that how candidate speak with your guest at hotel. So it is important to speak
clearly and maintain positive tone.
Communication skills includes: non-verbal communication, oral communication, written
communication. Secondly I give the circumstances to check the problem solving capabilities.
The problem could be minor, major or unexpected but as employee of hotel the candidate should
be quick problem solver. If he/she responds promptly and creatively to these challenges they can
give guest a good experience. The candidate should have problem solving related skills are
analytical, creativity, resolving complaints.
In Hotel management it is not necessary to expert in world of technology but need to be
computer literate for keep records, process payment and other computer related task. So I would
take basic computer test of applicants to check whether they are good in making bills, online
room booking etc. The candidate must be quick learner because it is the important factor that is
taken by Hotel management is that employee's capability of quick learning. This quality often
provides an individual to boost their efficiency, minimize the duration of training which hotel
provide may have provisioned for them. I will check whether the applicant is sincere about work
or not. As an employee it is must be honest towards their work. Being tenacious helps them
eventually reaping the fruit of their labor, garnering appreciation and gain respect for their ethics.
A person's ability to multitask and it improves time management and maximize productivity. In
this sector the candidate must be multi tasker as it may require manage many tasks at same time.
Hotel look for employees with strong principle who are honest about themselves and work. I can
seek out employees whom I can put trust in i.e. the one who can accomplish tasks without
compromising the hotel standards. I can also check in check 'Never say never attitude' I
candidate. An applicant shouldn't limit themselves to just their designation, responsibilities and
duties. They should be risk taking and challenge their creativity and dynamism by undertaking
projects outside their comfort zone. The last and important thing I want to see in candidate that
he/she should be team player. Being an integral part of team is crucial in furthering both personal
and professional growth. Exchanging inputs with co-workers on any tasks can affect the hotel
which in turn creates a positive impact on other employee's as well guests of hotel.
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PLACEMENT EVALUATION
Hospitality Bar:
I have set certain aims and objectives in order to become successful employee under
housekeeping section these include:
 To have effective communication skill.
 Passionate in delivering excellent level of service.
 Good knowledge about current technology and look out for outcomes.
During my placement in housekeeping department for 5 months I have gain good
experience of how to perform various task within department. Training and development
programmed helped me to learn various skills like, team work, group coordination, etc (Karthik
2015). Manager Staff members of Housekeeping section was friendly and enthusiastic this help
me to build effective communication skill and further, proper training and orientation by
manager help me to learn on how to address customers in hotel.
Due to certain issues I was not able to achieve my aim of gaining knowledge about
software programs including Microsoft office. Manager lacks skills and knowledge of how to
provide gaining to new employee with regard to software programmed. Further, there were no
performance measure to evaluate employees’ performance for a given time period (Notarnicola
and et. al., 2017). Due to lack of performance monitoring techniques I was not able to analyze
the result outcomes of my performance and neither I was able to compare it with current
employees.
Cashier Department:
In order to be efficient and successful marketing manager I have built aims and
objectives which are as follows;
 To learn skills of formulating budget and allocate resources effectively to each
department.
 Build my ability to work under pressure.
 Learn to maintain records and develop my skills in tracking performance.
I have been placed for 4 months to work under finance manager and learn skills of
addressing financial issues. In my training period for 4 months I have learned many skills like
how to formulate a budget for different functional areas. Effective control over expenses and
prepare report that will be provided to senior manager, etc (Patwardhan, Mayya and Joshi, 201).
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Finance manager has taught me various skills of formulating effective budget for each section of
hotel. Training within department help me to build my skill of addressing different records and
evaluate changes within it (Presbitero, 2017).
During 4 months training I have built up my capability to perform different task and
activities. Yet, there were some objectives which were left out during placement process due to
some reasons. I was unable to build my strength of working under stressful circumstances. This
is because leadership style followed by manager did not motivate me to raise my ability to work
under pressure or critical time.
Live Event department:
I have placed to work under Information technology Live Event department and to be
successful. I have built certain objectives and aims these are:
 Construct my interpersonal skills.
 Boost my work accuracy and develop good working habits.
 Learn about different software and computer programmers in developing best blue prints
of event planning.
 Be effective in communicating with my team mates.
During my placement in Information technology department for 6 months I have learned
about many skills and try to become expertise in my field. Manager within IT Live Event
department effectively guides employees on various task that needs to be performed. I have
achieved my objective of building an interpersonal skills by improving my ability in speech-
making, listening and bringing assertiveness. Further, I gained knowledge about different
software and learn on how to implement work for Live Event place culture. Manager of
Information technology department teaches me on how to improve work accuracy and build
proper professional behavior (Rahimi and Kozak, 2017).
IT Live Event manager was competent but I was not able to accomplish my aims of being
effective in communicating with my team mates. This is because of my personality and attitude
which creates hindrance in building my communication skill.
Front office house:
I was chosen for working in Front office house department for 3 months’ period to excel
and learn from my placement I Front office house section I have set up objective which are:
 Learn n how to manage orders and build coordination with needs of customers.
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 To acquire knowledge about legislation and riles governing department.
 Develop my skills of greeting consumers.
I have completed my training with food and beverage department and learned many new
skills. Due to support of manager and staff members I was able to achieve my aim of learning to
manage orders and build coordination with needs and demands of clients. Manager assist me to
progress and develop ways of greeting visitors and clients. I learned how to treat visitors and
serve them. Further, I was able to build my personal skills and improved my way of
communication by being humbler and polite.
Manager was able to resolve my issues and help me to achieve my goals but there were
certain aims that was not accomplished among them there was objective to learn about
legislation and laws of food industry. Manager didn't provide me the training of use of these
legislations on food department and how Amadeus hotel comply to these laws.
Marketing:
I was assigned to marketing department for next 2 months as intern. In order to be
effective in learning to market skills I have set up certain goals these are:
 Learn to conduct research regarding various marketing activities.
 To acquire knowledge about promotional activities.
 Challenge myself to work under stressful situation.
During my placement in marketing department I was able to accomplish my aims and
objectives effectively. Manager of marketing section provide training of conducting various
research i.e. useful for National Exhibition Centrehotel (Zhang and Niu 2015). Marketing
manager assist me to analyze the competitors’ strategies and how to respond them.
Due to lack of proper training and equipment I was not able to learn about promotional
activities and techniques. Further, there was lack of proper motivation by leader in context of
encouraging employees to increase their potential.
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REFERENCES
Books and Journals
Al-Refaie, A., 2015. Effects of human resource management on hotel performance using
structural equation modeling. Computers in Human Behavior. 43. pp.293-303.
Benavides-Velasco, C. A., and et. al., 2014. Total quality management, corporate social
responsibility and performance in the hotel industry. International Journal of Hospitality
Management. 41.pp.77-87.
Bradley, D. M., and et. al. , 2017. Human capital challenges in the food and beverage service
industry of Canada: Finding innovative solutions. Worldwide Hospitality and Tourism
Themes. 9(4). pp.411-423.
Buil, I., Martínez, E. and Matute, J., 2016. From internal brand management to organizational
citizenship behaviours: Evidence from frontline employees in the hotel industry. Tourism
Management. 57.pp.256-271.
Chowdhury, A. H. M., and et. al., 2017. Supply Chain Management Practices in Services
Industry: An Empirical Investigation on Some Selected Services Sector of Bangladesh.
International Journal of Supply Chain Management. 6(3). pp.152-162.
Davis, B., and et. al.,2018. Food and beverage management. Routledge.
Karthik, M., 2015. A New Trend in Hotel Housekeeping Practices and Challenges. International
Journal of Innovative Research in Science, Engineering and Technology. 4(6).
Kimes, S. E. and Wirtz, J., 2015. Revenue management: Advanced strategies and tools to
enhance firm profitability. Foundations and Trends® in Marketing. 8(1). pp.1-68.
Laudon, K. C. and Laudon, J. P., 2016. Management information system. Pearson Education
India.
Ling, L., and et. al., 2015. Availability management of hotel rooms under cooperation with
online travel agencies. International Journal of Hospitality Management. 50. pp.145-152.
Mohammed, A. A., and et. al., 2017. Customer relationship management and hotel performance:
the mediating influence of marketing capabilities—evidence from the Malaysian hotel
industry. Information Technology & Tourism. 17(3). pp.335-361.
Molina-Azorín, J. F., and et. al.,2015. The effects of quality and environmental management on
competitive advantage: A mixed methods study in the hotel industry. Tourism
Management . 50. pp.41-54.
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Notarnicola, B., and et. al. , 2017. The role of life cycle assessment in supporting sustainable
agri-food systems: A review of the challenges. Journal of Cleaner Production. 140.
pp.399-409.
Patwardhan, V., Mayya, S. and Joshi, H., 2017. Perceived career challenges and response
strategies of women managers in Indian five-star hotels: a mixed-method study.
International Journal of Management Practice. 10(4). pp.380-405.
Presbitero, A., 2017. How do changes in human resource management practices influence
employee engagement? A longitudinal study in a hotel chain in the Philippines. Journal
of Human Resources in Hospitality & Tourism. 16(1). pp.56-70.
Rahimi, R. and Kozak, M., 2017. Impact of customer relationship management on customer
satisfaction: The case of a budget hotel chain. Journal of Travel & Tourism Marketing.
34(1). pp.40-51.
Zhang, H. and Niu, Z., 2015, June. A holistic model of brand equity management for hotel
companies: Understanding the role of employees in brand building. In Service Systems
and Service Management (ICSSSM), 2015 12th International Conference on (pp. 1-5).
IEEE.
Davis, B., Lockwood, A., and et.al., 2018.Food and beverage management. Routledge.
Wood, R. C., 2018. Strategic questions in food and beverage management. Routledge.
Online
Seasonal Challenges of Housekeeping. 2014. [Online]. Available Through.
<https://www.cleanindiajournal.com/seasonal-challenges-of-housekeeping/>
National Exhibition CentreOrganizational Structure. 2018. [Online] Available
through :<https://research-methodology.net/hilton-organizational-structure/>.
Housekeeping Department Organization Chart, 2018. [Online]. Available
through :<https://setupmyhotel.com/train-my-hotel-staff/hk/255-hk-dep-chart.html>.
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PORTFOLIO
Organizational structure
Text 2: Organization Structure
Source : Amadeus Organizational Structure. 2018
House Keeping Structure
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Illustration 2: Staffing chart
Source: Housekeeping Department Organization Chart, 2018.
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Illustration 3: Organizational Food & Beverages Structural
Source: ?