Pearson New International Edition International pcl tp indd 1

OVERVIEW OF THE LODGING INDUSTRY
47

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ORGANIZATION OF HOTELS
As the number of rooms in a hotel increases, the number of staff members required
increases and positions become more specialized. It is difficult to generalize about the
organization of hotels or a department such as front office within them. Two hotels of
the same size, and even operated by the same company, may use different positions,
include different tasks within positions or establish different reporting relationships in
efforts to most effectively serve their guests. As noted in Roadmap 3, the informa-
tion in this section will give you an idea of who does what in a front office. In the
process, this section provides an introduction to staff members’ responsibilities and
activities.
Let’s begin by reviewing the organization charts for hotels of three sizes: a small
property with fewer than 75 rooms, a large hotel with 350 rooms, and a mega hotel
with 3,000 rooms.