Pearson New International Edition International pcl tp indd 1

Mega Hotel (3,000 Rooms)
Figure 6 shows a possible organization chart for the rooms division in a very large
hotel. Note the significant differences between the staffing structure of this property
and the two smaller properties just discussed:
•
In a mega hotel, the general manager supervises a resident manager (sometimes
called a rooms manager or director of the rooms division) who, in turn, directs
the work of an FOM as well as the executive housekeeper and, in many cases,
the director of security.
•
In a very large property, the front office may be considered part of the rooms
division, and the FOM supervises three positions: reservations manager, assis-
tant FOM, and PBX manager. (Recall that PBX refers to private branch
exchange, the hotel’s internal telephone/communications system.)
•
The reservations manager directs the work of reservations agents; the PBX
manager is responsible for PBX operators.
•
The assistant FOM supervises two managers: manager of the front desk (who
supervises cashiers and front desk agents) and manager of uniformed services
General Manager
Front Office 
Manager
Front Office 
Supervisors
Bell Services
Attendants
Front Desk 
Agents
Van
Drivers
Night 
Auditors
FIGURE 5
Organization chart for front office department in large hotel (350 rooms).
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(who is responsible for the concierge staff, supervisor of bell services, door
attendants, parking attendants, and van drivers).
•
In large hotels, night auditors may be the responsibility of the controller’s
(accountant’s) office, which reports to the general manager. This type of organ-
ization centralizes responsibilities for serving guests in the rooms division and
for financial management in the accounting division.
The work of all of the staff members in these specialized positions represents the
property’s response to this question: What positions are needed to consistently and
effectively deliver quality services for our guests that meet (or exceed) the quality
standards established by the hotel?
The organization chart illustrated in Figure 6 is oversimplified in efforts to
explain how positions become more specialized as hotels become larger. In fact,
there is no “typical” organizational structure, and the one used by a specific property