ESTABLISHMENT AND MANAGEMENT OF A “FIVE STAR” HOSPITALITY INDUSTRY.

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• HOSPITALITY INDUSTRY IS AN ARM OF TOURISM in which tourists are welcomed into a convenient environment -“A home away from home”
  The establishment involves
  the disbursements of scares resources with profit possibility and capacity utilisation. The mechanism of executive tools for effective business decisions making with sufficient insight is applied. (PROGRAMMING MODEL), area of allocation of scares resources among alternative ends are :
  –Capital,
  — Personnel,
  — Equipment and
  –Materials.
  While the output – Product and services are alternative ends to which resources are allocated.
  ■MANAGEMENT
  In order to establish a truly ‘FIVE STAR’ plus service standard, it is essential that the hotel be managed to lnternational standard. Promoters of such investments would have to agree in principle with a reputable International hotel management company that the foreign management will manage the hotel under its name to high international standards. The foreign company will second expatriate personnel from its existing hotels. Such key staff should include the Managing Director, General Mgr. ( operations) , Food and Beverage mgr. and Supervising Chef. Others of various grades will be appointed locally.
  Functions of the above include : Planning, Coordination, Control,Monitoring and other oversighting.

● FINANCE AND ADMINISTRATION DEPARTMENT.
This department, which will be headed by a General Manager who preferably should be a qualified and experienced Accountant with general management experience will have the following divisions.
• Finance
• General Administration
• Personnel
• Security
• Manpower Development.
The functions of each are described below.

— FINANCE DIVISION.
The division will be responsible for :
☆ Recording all financial transactions of the hotel covering sales, cost, debtors, creditors etc.
☆ Preparation of annual budget and accounts.
☆Ensuring that the annual accounts are audited by reputable external auditors;
Maintenance of staff payroll.
☆ Managing the hotel’s treasuryto ensure optimal returns from investment and other forms of assets’ utilisation.
The division will be headed by a finance Manager – an experienced chartered Accountant.

— GENERAL ADMINISTRATION DIVISION.
The General Administration division will be responsible for:
☆ Arranging and covering all meetings of board of directors and management.;
☆Dealing with all mails to and from the hotel ( collecting, sorting, distribution , despatching) etc.
☆ Dealing with all legal matters involving the hotel;
☆ Procurement of rented properties for the use of the hotel (eg .for qualified staff).
The division will be headed by an Administration Manager who should be a graduate (in art, social/mgt sciences or Law. )with years of experience in general administration.

— PERSONNEL DIVISION
The responsibilities of this division will include: •Staff recruitment
•Maintenance of personnel records
•Arrangements for annual staff review and performance evaluation.
• Maintenance of disciplines among staff;
• Dealing with all matters including negotiationswith in-house labour unions.
•Arranging in collaboration with the finance division revision of staff remuneration packages.
The division will be headed by a Personnel Manager – a graduate with extensive personnel mgt. Experience preferrably in the hotel management trade.

SECURITY DIVISION
The main duty of this division is to provide adequate security for the guests, their properties and that of the Hotel. Ensuring that unauthorised person do not have access to guest rooms and all the hotel facilities ie : restaurants, bars, swimming pool, stores etc. Preventing hoodlums from given Nigeria bad reputation for violent crimes , adequate security is a must for the success of the hotel’s activities, as a single case of crime can scare away foreign guests. Experienced security personnel and gadgets must be provided to cover the vast area which the hotel covers. The security manager , who will head the division should be a retired police officer preferrably with a rank of Commissioner of police with good exposure to intelligence gathering.

—- MANPOWER DEVELOPMENT DIVISION.
The main function of this division is to train the staff at all levels and in relevant skills in order to ensure that maximum productivity is desirable from such staff. There are international standards of performance which the staff must achieve and these can only be ensured by training. Initially, training facilities of other organisations in Nigeria and abroad could be used. Eventually, the training division will comeup with it’s modus operandi for the peculiar training needs.
♧The division is to be headed by Training Manager a graduate and an experienced hotelier with extensive experience in training functions with international performance standard of the technical partners.

OPERATIONS DEPARTMENT.
This department will have the following divisions.
♧ Food and Beverages.
♧ Banqueting.
♧ Rooms.
♧Laundry.
♧ Maintenance.
This is avery key department which will be headed by a General Mgr. Who should be a graduate with extensive international experience in hotel management. The reputation of the hotel and thereafore the hotel’s financial success or otherwise will be largely determined by the activities of the department.
♧ In view of the strategic position of this department , we recommend that it be headed by a suitable expatriate to be seconded by the technical partners. This will ensure that the international standards of the technical partners are also established in Nigeria Hotel.
The activities of the various divisions are described below.
● FOOD AND BEVERAGES DIVISION.
# The division will have three units as follows.
♧KITCHEN UNIT – Which will be responsible for preparing all the food to be served in the hotel;
♧ BARS UNITS – Which will be responsible for serving all drinks that will be served in all the bars and other places in the hotel.
♧ RESTAURANT unit, -which will be responsible for serving all the meals in the restaurants of the hotel;
♧ ROOM SERVICE Unit
Which will be responsible for serving food and drinks to guest in the rooms as required by guests.
The division is to be headed by a suitably qualified and experienced Food and Beverages Manager, whilst the units are to be headed by supervisors. We strongly recommend that the food Beverage and the Supervising Chef.( head of kitchen unit ) should be expatriates to ensure the attainment of international standards in the hotel’s cuisine.

●BANQUETING Division: – This division will be responsible formaking the arrangements (Cleaning, Seating,Decoration,Pulic adress system etc ) for all training courses, conferences, seminars, receptions and other special occasions to be held by guests in the hotel. The division will be headed by the Banqueting Manager.
●ROOMS DIVISION
This division will be responsible for the provision of accommodation to guests. This entails a close monitoring of availability of rooms coordinating reservations and ensuring a high standard of cleanliness for all the facilities in the rooms, the corridors and the public areas.
— Headed by a Room Manager with the following unit.
♧FRONT OFFICE unit – which will handle reservations , reception and registration of guests into rooms and guests departure. To be headed by Front office supervisor.
♧ HOUSEKEEPING Unit which will be responsible for the preparation of rooms for the use of guests and keeping the facilities in the rooms corridors and public areas very clean. It’s to be headed by Room Supervisor or (Assistant Housekeeper).

OTHERS ARE:
♤ LAUNDRY DIVISION.
♤ MAINTENANCE DIVISION
♤ COMMERCIAL DEPARTMENT
♤ SALES AND MARKETING DIVISION.
♤
■ PURCHASING AND STORES DIVISION.
This division , under the headship of a purchasing mgr will have the following responsibility.
#Procurement for all the divisions and units of the proposed hotel.eg foods, beverages, stationery, capital items etc.
# Maintenance of the stores where procured materials are kept.
#Issuing materials to the divisions as required.
#Ensuring the Re-order levels are maintained.
■ PUBLIC AND CUSTOMER RELATIONS DIVISION.
This division is primarily responsible for maintaining GOOD IMAGE for the hotel to the public at large and the guest in particular. Ensuring necessary information on the hotel is made available to the general public to avoid damaging speculation. It will also ensure that the guests comments and complaints are acted upon with despatch.
Headed by a Public /Customer Relations Mgr. – an experienced image maker.

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