1 LA 2401 English for the Hotel Business Chapter 3: Staffing and Organization
2 "I am a great believer in luck. The harder I work, the more I have of it. " - Thomas Jefferson “You're only as good as the people you hire. ” - Ray Kroc, American pioneer of the fast-food industry, Founder of Mc. Donald's.
3 Objectives The objectives of this unit are…. 1. Language Focus: Staff Roles and Responsibilities 2. Vocabulary Focus: Hotel Staffing and Organization The purpose of this unit is to ensure your familiarity with the titles and responsibilities of hotel staff, and the departments within a hotel.
4 Objectives Today you will: • Identify staff positions • Describe responsibilities and organization in hotels • Use must, have to and should to describe obligation and responsibility • Discover Adjectives/Nouns for key characteristics of Hotel Service staff • Use demonstratives for objects and people
5 Staffing Roles and Responsibilities Who does what? Role for whom? Responsibilities how? Characteristics Watch the video and listen for Hotel Jobs and Keywords
6 Describing Responsibilities Responsible for’ and ‘responsible to’ these phrases are used to show the ‘direction’ of responsibility in an organization chart. Front Office Manager The FO Manager is responsible for the FO Supervisor. The FO Supervisor is responsible to the FO Manager. Responsible to…. (the position above) reports to…. . / works for…. Front Office Supervisor The FO Supervisor is responsible for the FO Clerk. The FO Clerk is responsible to the FO Supervisor. Front Office Clerk The FO Clerk is responsible for : checking in guests handling enquiries Responsible for……. (the positions/jobs under) in charge of…. / takes care of…. .
7 Top Management Hotel Staffing Top Level General Manager Front Office Food & Beverage Residence / House NOT ON YOUR WORKSHEET!!!!!! Support Staff
8 Support Staff Hotel Staffing General Manager Support Staff Marketing Accounting Human Resources Sales Marketing COPY ON YOUR WORKSHEET!!!!!! Engineering
9 Front Office General Manager Front Office Uniformed Staff Reservations Front Desk Housekeeping Concierge Reservations Manager FD Manager Executive Housekeeper Door Attendants Asst. FD Mgr. Bell Captain FD Clerk Security Guest Service Agent PBX Operator Night Auditor Inspectors Room Attendants Laundry Security
10 Housekeeping Executive Housekeeper Assistant Exec Housekeeper Contract Cleaning Floor Housekeepers Often, the housekeeping department will employ 50% of the hotel staff!! Laundry Manager Laundry staff Housemen Uniforms Supervisor
11 Food & Beverages BE CAREFUL Food & Beverage Director Administrative Assistant Asst Food & Beverage Director Room Service Manager Beverage Manager Chief Steward Executive Chef Catering Manager Restaurant Manager Order Takers / Servers Bar Persons Stewards Sous Chef Services Manager Captain Servers Cooks Servers / Housemen
12 ‘responsible to’ or ‘responsible for’ a) Write 2 sentences describing the positions in the organization chart above: (e. g, . The Services Manager is in charge of the Servers. ) b) Complete the sentences using responsible to or responsible for. The waiters are _________ taking orders. The Bar Persons are _________ the Bar Manager. The PBX Operator is _________ the Front Desk Manager. The car park attendant is ________ for parking the guests’ cars. The Sous Chef is ________ the Head Chef.
13 Listening - ‘responsible to’ or ‘responsible for’ Working in Pairs: a) Listen to the descriptions given by your instructor. b) Identify the JOB POSITION that is described, on the Charts. c) Write the JOB POSITION on the paper provided. 1. 2. 3. 4. 5. ______________ _______
14 Obligation (and responsibility) We use must, have to and should to talk about obligation: • • • The General Manager …. . must make sure the hotel makes profit. I have to supervise Front of House operations. He should ensure that the food is excellent quality. We use don’t have to to show that something is not necessary: • He doesn’t have to check with me all the time. We use mustn’t and shouldn’t to indicate obligation not to do something: • We mustn’t forget that the guest is most important. • It shouldn’t take more than 30 minutes to clean the room.
15 Obligation (and responsibility) The housekeeper is explaining to a new chambermaid what her duties are. Select the most appropriate structure in the sentences below. a) You (mustn’t/don’t have to) smoke in the bedrooms. b) You (don’t have to / shouldn’t) work at night. c) You (should/don’t have to) have a twenty minute break every two hours. d) You (don’t have to/must) make sure you are ready to start work at 8. 15 am. e) You (have to/shouldn’t) be finished by about 2 pm most days. f) You (shouldn’t/don’t have to) make it clear you want a tip.
16 Obligation (and responsibility) Decode the anagram adjectives to find words used to describe personality and write them in the table on your sheet. (Ex 4) sincere sincerity punctuality reliable reliability courteousy practicality flexible flexibility enthusiastic enthusiasm ambitiousness efficient efficiency confident confidence Write four sentences to describe yourself: a) I am very _____________. b) I am quite ____________. c) I am not very ____________. d) I must be more ___________.
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18 Support Staff (Back Office) Match the staff group to it’s function Attendants Oversee the hotel’s physical plant, buildings, and grounds Human Resources Persuades guests to stay at a particular property or chain Groundskeepers Oversee recreational facilities such as pools, tennis courts, and golf courses Sales and Marketing Maintain and upgrades the exterior of the facility by landscaping the property Engineers Oversees recruiting, selecting, training, and compensating hotel employees
19 Support Staff (Back Office) Match the staff group to it’s function Attendants Oversee recreational facilities such as pools, tennis courts, and golf courses Human Resources Oversees recruiting, selecting, training, and compensating hotel employees Groundskeepers Maintain and upgrades the exterior of the facility by landscaping the property Sales and Marketing Persuades guests to stay at a particular property or chain Engineers Oversee the hotel’s physical plant (pumps, generators, pipework - MES) buildings, and grounds
20 Listening Let’s start at front office. Listen to the dialogue. Are the sentences True or False? 1 Louise is responsible for seven staff. true / false 2 They handle all the reservations in reception. true / false 3 Requests for laundry and dry cleaning go to the kitchen. true / false 4 The housekeeper is responsible to the assistant manager. true / false 5 The Fidelio system is used for check-ins and payment. true / false 6 The Opera system is used for travel arrangements. true / false
21 Listening Listen again and complete the sentences. 1 ……………. front office. 2 ………… is Louise, our reception manager. 3 There is always a ………………… here to deal with questions. 4 …………………. . the phone area over there. 5 …………. are the computers and ……………. . are the printers. 6 Everybody here is trained on these……………. . .
22 Expressions to Learn • • Here’s front office and this is Louise is responsible for six staff. In reception they handle all the reservations. There is always a receptionist here to deal with any questions. • She’s responsible to the assistant manager.
23 Structures to Practice This _______ is Louise. ____ is Joe. That ____ guests These are checking in. Those _______ guests checked out five minutes ago. Complete with the following: These, That, This, Here’s, Those Here’s the reception ______ desk. There’s ______ the reservations office.
24 This is my book. This is my dog. These members are listening to my speech. I’d like to go to that country.
25 Practice Time Now practice with a partner using objects in the room. Examples: A These are my books. Those are Kaew’s books. B Here’s my mobile. There are your keys.
26 Wordplay Re-arrange the following letters to create job titles from this unit. ekousherepe __________ housekeeper grenocice __________ concierge sous chef chesosuf __________ graname negrela __________ general manager security cruyiset __________ draswet __________ steward lobleby __________ bellboy bar manager granamerab __________
27 Summary Today we have: • Identified staff positions • Described responsibilities and organization in hotels • Used must, have to and should to describe obligation and responsibility • Discovered Adjectives/Nouns for key characteristics of Hotel Service staff • Used Demonstratives for objects / people
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