Presentation the role of hotel manager
-
Upload
saifur-rahman -
Category
Leadership & Management
-
view
99 -
download
0
Transcript of Presentation the role of hotel manager
WELCOME
National Hotel and Tourism & Training InstituteDHM-16/14
Opening Remarks
Arifur RahmanRoll:25 (Group Leader)
Kausar Ahammed RupomRoll:14
Tajul Islam KhanRoll:18
Saifur RahmanRoll:23
Saddam HossainRoll:19
Debodev KhishaRoll:17
“Supervisor’s Role In A Specific Hospitality
Industry”
Our Choice for Presentation:
HOTEL One of the best
uprising business category in this sector……
Image of Hotel Industry ?
The hospitality sector includes all businesses that provide food, beverages, and/or accommodation services. This includes restaurants, pubs, bars and clubs, hotels and contract catering services.
Small Hotel Organization ChartGm
Manager
FO Supervis
or
HK Supervis
or
F&B Producti
on
B&P Supervis
or
F&B service
B&BSupervis
or
Manteca Supervis
or
Accounts Supervis
or
W W W W W W W W W W W W W W W W
Who Is a Supervisor ?
First level manager, who works with entry level employees to achieve the goals of the work unit
What Is Supervising ?
Prepare the work place
1. Ready
2. Stuff sufficient
3. Equipment , tools supply 4. Cleanliness
• Organizing the task of the work unit:
• Overseeing the day to day activities of the employees in their work unit:
Monitor Feedback Solve problem
The Position of A Supervisor :
Manager
Supervisor/ Leader
Supervisor/ Leader
WorkerWorkerWorker Worker
Top Management
Middle Management
Employees
Supervisor
Supervisor’s Job:
GET THE WORK DONE . . .
THROUGH OTHERS!
How Does A Supervisor Do It?
Plans workAllocates resourcesMakes decisionsProvides directions to the teamSolves problemsMeasures and reports results
PLANS WORK
What needs to be done?What are the priorities?Who will do the work? When will it be done?
ALLOCATES RESOURCESMatch Resources to the Job
People
Equipment
Materials & Supplies
MAKES DECISIONS
1. Gather Info
2. Confer with Your Team(s)
3. Decide
4. Inform
5. Implement
DECISION MAKING STYLES
Make Decision Alone – Tell Others Ask for Input – Then Decide Ask for Recommendation – Then Decide Discuss – Get Consensus Delegate Completely
PROVIDES DIRECTIONS
Set Goals Make Your Plan Work Your Plan COMMUNICATE Debrief – Solicit Feedback Follow-up
SOLVES PROBLEMS
SITUATION What’s the problem?
TARGET
PROPOSAL
What’s the goal? What’s the best solution?
MEASURE RESULTS
How Well Are You Doing? How Do You Know? Not Just for “Bean Counters” Perception Is Reality
TELL YOUR STORY!!!
Be Creative
The significant problems we face today cannot be solved
at the same level of thinking we were at when
we created them.
Albert Einstein
Front office Supervisor
What IS Front office Supervisor ?
Responsible To : Front Office manager
Core area of front office supervisor:
Coordinate guest services Provide information Maintain accurate room statistics & room key
inventories Maintain guest account statements and complete
proper financial settlements
Job responsibility of front office supervisor:
Overview of all the Front Office Department. Checklist of all arrival and departures. Handling complains and issue about the service. Welcoming and greetings all the Guest and the VIP. Bookings and Reservation. Supervise the Front Office Staff in a Daily Basis. Update and refer to the Front House Manager. Coordinate and organaised the Front Desk task.
Baggage Supervisor
Who is a Baggage Supervisor ?
Baggage Supervisor is a person who directly supervise & coordinate the activities of clerical & administrative support worker . • His another name is Bellcaptain.
Baggage Supervisor (Bell Captain)
Role include:
Answering telephone calls from guests regarding luggage pick up from room
Assigning baggage porter to handle the guest baggage
Receiving guest article, such as a tailor-made shirt from outsider, and assigning a baggage porter to deliver it to the guest room
Handling guest requests for postal services such as collecting the postage fee of sending a parcel from the guest
Housekeeping Supervisor
What is housekeeping ?
The housekeeping department is responsible for cleaning and maintaining the guestrooms, public areas, office spaces and back of the house areas in the hotel.
Responsible To : Housekeeping managerResponsible For :
Supervision and Control
Clinging and Servicing
Mainly Covered area :
Guest floors Health clubRestaurantsFunctionPublic rooms etc.
Core Competencies
Customer Focus Communication Energy & Stress Team Work Quality orientation Problem solving Accountability & Dependability's Operating Equipment Ethics & Integrity
Job Duties
• checks staff on duty
• redeployment
• supervision of staff
• checks section/floor of rooms by filling in the room inspection list
• conducts induction and general training
Job Duties
• orders and issues cleaning materials
• linen checks
• maintenance checks
• liaises with reception on guest arrivals and departures
Laundry supervisor
Definition of laundry department:
Those department provides laundry , dry cleaning and pressing services to guests .
Laundry department organization chart :
Laundry dpt.
Laundry Manager
Laundry Supervisor
Checker
Spotter Washe
r
IronerPacker
Calendar
DC Ironer
Dry Cleane
r Packer
Role of laundry supervisor :
Report to the housekeeping Dept. Sighn for keys to the laundry and proceed to the
laundry dept. Check necessary equipment's . If any mal function , notify executive housekeeper
& Eng.Dept. Assign laundry attendant to other specific work
area. Establishing and rotating schedule
Role of laundry supervisor :
Check employees ability . Maintaining cleanliness Supply HK and F&B Dept. as per
there requirements. Report to the laundry manager about employees
performance . Find out above average also below average performance. Close of the day be Sure turned off all equipment. Be sure the area is net and cleaned and before next day .
F& B Production supervisor
What is F& B Production supervise ?
Enables compliance, operational efficiency, cost reduction, and customer supply excellence in Food and Beverage manufacturing .
The Challenge of F&B Production Supervisor :
• Reduce liability and risk due to manual errors, reworks, and deviations • Reduce process variability, increase process reliability and yield • Reduce order receipt to fulfillment cycle times with reduced work in progress (WIP) and finished product inventory • Improve overall current Good Manufacturing Practices compliance, enabling full paperless operations • Improve customer service and delivery performance • Reduce overall cost of goods
Duty of F&B production Supervisor : Menu Planning & Design.
Technological Food Service Systems – Cook Freeze, Cook Chill & Souse Vide
Food & Beverage Purchasing & Supply
Financial Planning and Profitability in Food & Beverage Operations
Managing Personnel in a Food & Beverage Operation
Menu Engineering and Sales Analysis
The management of supply and demand in Food & Beverage Systems
What Does Responsible for F& B Supervisor :
Manager resources more efficiently
•Practice low energy use •Be water wise . •Minimize kitchen waste .
Source good Food
Responsibility
•Source sustainable F&B products . •Use local and seasonal product . •Follow fair trade principles . •Promote nutrition and health
Look after Customer and The community
•Practice good food hygiene . •Engage with the community . •Provide a safe and secure environment .
Bakery & Pasty Supervisor :
What is a pastry chef:
• A PASTRY CHEF IS SOMEONE WHO IS SCHOOLED AND SKILLED IN THE MAKING OF PASTRIES, DESSERTS, BREADS AND OTHER BAKED GOODS. SOME PASTRY ITEMS MAY INCLUDE CAKES, COOKIES, CUPCAKES, PIES, TORTES AND ICE CREAM.
What does pastry chef do ?
PASTRY CHEFS CREATE PIES, CANDIES, CHOCOLATES, COOKIES,
CAKES, ICE CREAM, CUSTARDS AND BREADS. THEY NOT ONLY
CREATE DESSERTS, BUT ALSO ORDER INGREDIENTS, KEEP
INVENTORY, DEAL WITH WHOLESALERS, DEVELOP NEW RECIPES
AND PROVIDE INPUT ON MENU-PLANNING.
The responsibility of pastry chef :
CREATING, TESTING AND EVALUATING NEW PASTRY AND DESSERT RECIPES
KEEPING A BUDGET FOR THE PASTRY DEPARTMENT
BUYING FRESH FRUITS AND BERRIES AND ORDERING SUPPLIES FROM VARIOUS VENDORS
SUPERVISING CHEFS IN TRAINING IN THE PASTRY KITCHEN
DISCUSS MENU PLANNING WITH THE OTHER CHEFS IN THE RESTAURANT
KEEPING THE KITCHEN ORGANIZED
Job duties of pastry chef :
Create and prepare dessert menu itemsOrdering food and supplies for dessert menu itemsPreparing and submitting a budget.Supervising and training other chefs in the pastry kitchen.Preparation of baked goods.Researching and developing recipes.
F&B service Supervisor
Food & beverage division
management
Coffee Shop Main Restaurant Specialty Restaurant Bar Banquet Room Service Stewarding
Food & Beverage Service
Lay out of service supervisor
Which person is the F&B service Supervisor ?
The Food and Beverage servings supervisor directs and schedules kitchen , bar staff and Food & Beverage serves .
The role of F&B service supervisor
To assist the F&B Executive in overseeing and ensuring daily smooth operations including banqueting functions and events organized by the Club.
To ensure sufficient stocks for daily use at outlets.
To prepare duty roster and roster staff for meal breaks.
To check on staff attendance.
To ensure the standards of service are delivered.
To assist in the monthly F & B promotions.
To guide / train new service staff.
The role of F&B service supervisor
To ensure daily cash and credit collections are in order.
To ensure neatness and cleanliness of workstation including hygiene aspects.
To attend to complaints, feedbacks and remedy situations
To ensure that all stocks are accounted for.
To record daily sales report
To delegate duties to Outlet Captains.
To be responsible for the sales and revenue, profits & losses
Any other duties may be assigned to you from time to time by the Management.
Bar & Beverage supervisor
What is bar & beverage supervisor ? He manages the departments galley, restaurant, bars, provision and controlling effectively, enforce company standards, maintain food cost, improve and maintain sales and provability implement and maintain USPH standards and eliminate complaints.
Beverage Manager Responsibilities and Duties :
Schedule alcohol service employees for every function. Prepare alcohol orders entire day for dining and room service. Manage alcohol beverage stock in service and lobby bar as required . Ensure every alcoholic beverage ordered is paid Update financial paperwork of banquet bars and make cash deposits. Supervise beverage staff working in bars, lounges and casino floor. Report to beverage director.
Improve and maintain beverage sales and profitability. Provide good guest service and reduce guest complaints. Maintain compliance with beverage staff and cost budgets.
Beverage Manager Responsibilities and Duties :
Maintenance supervisor
What is maintenance supervisor ?
The maintenance engineer will be responsible primarily for general maintenance and repairs in
guest suites, meeting space, restaurant and common areas. Guest suite and public area entry-level preventative maintenance are included. The
maintenance engineer will also perform some repairs on mechanical, electrical, plumbing, kitchen, and
laundry equipment.
Maintenance supervisor duties & responsibility :
Responsible for engineering and maintenance operations of the hotel, hotel property, restaurant and grounds. Responds to engineering and maintenance concerns . Performs and/or monitors maintenance and preventative maintenance projects. Responds to all building related safety concerns.
Maintenance supervisor duties & responsibility :
Maintains departmental compliance with hotel maintenance procedures. Assists in the supervision of temporary maintenance associates. Deals with guest related concerns. Clean and maintain pool and spa area.
Cashier Supervisor
Abbreviation of Cashier ?
C – Common Sense A – Accuracy S – Sensibility H – Honesty I – Integrity E – Exactness R - Responsibility
Basic Job Description
Receive and disburse money in establishments other than financial institutions. Usually involves use of electronic scanners, cash registers, or related equipment. Often involved in processing credit or debit card transactions and validating checks.
Job approaches of cashier supervisor
Receive payment by cash, check, credit cards, vouchers, or automatic debits.
Issue receipts, refunds, credits, or change due to customers. Count money in cash drawers at the beginning of shifts to
ensure that amounts are correct and that there is adequate change.
Greet customers entering establishments. Maintain clean and orderly checkout areas. Answer customers' questions, and provide information on
procedures or policies.
Resolve customer complaints. Calculate total payments received during a time period, and
reconcile this with total sales. Compute and record totals of transactions. Keep periodic balance sheets of amounts and numbers of
transactions. Sort, count, and wrap currency and coins. Monitor checkout stations to ensure that they have adequate
cash available and that they are staffed appropriately.
Job approaches of cashier supervisor
The End !
Q & A
Questions, Issues , query's For our presentation ?