Hotel Organization Structure

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4.5. Hotel Organization Structure

Figure 31: Hotel Organization Structure

The detail number staff in each position will be shown in section 6.1.1 fixed cost.

1. Hotel customer management team

• New customer seeking and brand & communication

This function is responsible for seeking new customers and taking care of the hotel image. To seek for the new customers, most of the hotel’s contacts should pass this department before be signed in order that hotel will be able to keep the standard

• Customer relationship management & complaint handling

This function is created in order to keep relationship with customers especially cooperate level.

Keep update the hotel promotions and introduced new packages to previous clients. Moreover, to do the update and follow up with the review from customers in the social media and OTAs

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also be the things that hotel cannot be ignored since today there are more and more customers use the review feedback to be reasons in making a decision.

• Sales & promotion

This job function is to launch the promotion which will be suitable for hotel situation in market

• Outsource service

This part works by contact and manage the car rental and the translator.

• Event update, Corporate & Develop relationship with outside organization and bureau These two functions work very close to the each other. The event update is responsible for considering which event hotel should participate to enhance our sell and update the event or exhibition fair, where most of the event in this industry, are related to our partners such as MICE, TICA, TCBC.

To sum up, the hotel customer management team composes with one senior and three assistance staff, one shift per day.

2. Hotel front office team

• Reception & cashier

• Reservation & call center

Although almost all the hotel system is online, there need to be someone to standby and assist customers. Additionally, the for the guest who are not willing to use a credit card in making a payment, there will be hotel staff service at the reception area.

• Outsource reception

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Everything can be done online even number of the car that will service them, however, we will provide the standby staff to help resolve the problem. Guest will not need to worry about the unexpected event with their driver or translator in rush time.

• Bell boy

The first impressive of our guests has to depend on these persons, say greeting and goodbye to every guests and recognize guests very well are our outstanding concerned.

• Security guard

• Traffic control

This position will protect the unexpected event and assist guest in transportation system.

• House keeping

Maids will have classic style uniform with the neat cleaning device. Every time when guests see maid, they will feel comfortable and clean. Moreover, maid will be trend to pay attention to all of the guests and say greeting to guest at the first time of meeting in a day.

• Business center staff

This position staff are service I business center. They are all well trained to have a great service mind and can speak English very well.

More than 30 staff in this team and all of the hotel front office team has three shifts per day except housekeeping and business center staff those have two shift.

3. Hotel back office team

Staff in this team do not contact with the guest directly, their job functions are support internally

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• Financial & accounting take care of hotel’s financial & accounting work in the hotel.

• Human resource takes care of hotel’s human resource department.

• Marketing and business development

This two job functions work close with ‘New customer seeking, brand & communication, sales

& promotion, and customer relationship management & complaint handling’. This team will review result and keep updating and improving the project, and support in R&D before and lunching each campaign.

• IT system staff

We cooperate with specialist outsource company to create the system and server at the very beginning. Since the system is one of the most critical functions of hotel service, we have experienced team to service and review at hotel all time.

• Inventory & Stock

• Purchase

Take care of hotel’s Inventory & Stock and Purchase.

• Engineering & maintenance staff

Engineer team will standby and maintenance hotel in a good conditions.

• Laundry

Take care of all cloths washing such as blanket, towel and sheet for guest room.

Around 15 staff service in this team and all of the hotel back office team is a one-shift per day except engineering team will have two shifts.

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5.1. Hotel Cost and Revenue

Table 10: Hotel Fixed Cost

1. Estimate Cost of Construction &Interior USD Structure (533 USD ** per sq.m.) 2,021,333 Interior (31%*** from construction cost) 626,613

Landscape 6,061

Kitchen equipment 12,121

Café equipment 6,061

Fitness Center equipment 21,212

Main Spa & Detached Treatment Room equipment 1,515

Design and Consulting fee 24,242

2. Land Cost USD

Land Cost* 793,939

Total Cost Of Construction & Interior& Property 2,694,916

*, **, ***: the estimation of the land and the relation between construction and interior cost are followed by Thai Appraisal price.

3. Estimate Cost of Initial Operation USD

Hotel Management System 1,515

Website Development & Maintenance 909

Working Station cost office computers 3,030

Working Station cost for restaurant, café, fitness, spa 3,030 IT System development, Server Hardware 6,060

Fire Protection System 4,545

Public Address System 2,424

Total Initial Operation Cost 21,515