Fundamental Reviewer PDF: Hospitality and Hotel Management

Lessons1: 1) 1500BC - France caves -Haunting - agriculture 2) 300BC sumerian traders Start of traveling to water 3) renaissance hotels In Europe - good architecture 4) 19th-20th century - luxuries Hospitality -acting with hospitality involved welcoming and accommodating guest Outgrow of...

Lessons1: 1) 1500BC - France caves -Haunting - agriculture 2) 300BC sumerian traders Start of traveling to water 3) renaissance hotels In Europe - good architecture 4) 19th-20th century - luxuries Hospitality -acting with hospitality involved welcoming and accommodating guest Outgrow of travel – refers to the boarder effects or consequences that’s arise from people to traveling Characteristics Products mix – also called products assortment Tangible Intangible - Product,food ,beverages. – entertaining , services, welcoming guest -Two way communication - is an interactive process between two parties ( sender and receiver with mutual feedback - Relationship building – is the processing of establishing , developing and maintaining strong meaningful and positive connection with others Diversity culture- focus on understanding and the cultural need / expectations of guest or customer Two categories Internal – staff centric External – customer centric Labor intensive -large number of work place that product that’s produce food and offered services Hospitality and tourism industry Travel- cruises, airlines, railways Lodging - Apartment , hotel,motel, serviced Food services – restaurant, cafe, bar Recreation – attraction ,gaming, facilities park Accommodations sector – lodging ( A place to stay) Extra services comfort and services offered -staying to relax refers to temporary accommodation provided traveler such as hotel ,motel it focuses more on sleeping arrangements Categories Commercial – profit by serving paying customer Non commercial – not on making money but on serving specific group Hotel rating system Forbes travel guide – using star American automobile association – diamond rating system Hotel City Centre Hotel: Located in the city center, close to businesses and attractions. Commercial Hotel: Designed for business travelers, with meeting rooms and business services. Suburban Hotel: Located outside the city, quieter and near residential areas. Resort Hotel: Offers amenities like pools and spas, ideal for vacations and relaxation. Airport Hotel: Near the airport for easy access to travelers. Convention Hotel: Large hotel with event spaces for conventions and conferences. Spa Hotel: Focused on wellness, offering spa and relaxation services. Casino Hotel: Includes a casino for guest entertainment. All-Suite Hotel: All rooms are suites with separate living and sleeping areas. Boutique Hotel: Small, uniquely designed, with personalized service. Motel: Budget accommodation with parking typically outside the room. Serviced Apartment: Fully furnished apartments with kitchen, like a hotel stay. Guest House: Small, home-like accommodations with personal service. Villa/Chalet: Private, often luxurious, with more space and privacy. Historic Conversion: Old buildings converted into accommodations with historic charm. Hostel: Budget lodging, often with shared rooms and communal areas. B&B (Bed and Breakfast): Offers a room and breakfast in a home-like setting. Dormitory: Shared, short-term lodging with basic amenities. Lesson 2: Departments in hotels industry The room division The front office department The housekeeping department Hotel management refers to – the administration and operational of hotel Hotel ownership – Hotel ownership means having legal control of a hotel. The owner is responsible for the property but may hire others to run it. Ownership can be independent, franchised, leased, or shared. Private Ownership: Owned by an individual or private company, often independently managed. Local Group Ownership: Owned by a local company or group that may operate several hotels in a specific area or region. International Group Ownership: Owned by large global companies or chains that manage hotels across multiple countries. MODES OF HOTEL MANAGEMENT Independently- “Autonomous “ provide unique and personalized experience By contact “owners”  1. Hotel Management vs owners Advantages for Management Enterprises: Receives management fees. Minimal financial involvement. Benefits from management expertise Advantages for Owners: Operational expertise. National/international recognition. No direct involvement required. Disadvantages for Management Enterprises: Over-dependent on owners. Minimum input in ownership decisions. Minimum extra rewards. Disadvantages for Owners: Loss of operational control. Financial liability. Potential morale issues for the management enterprise. Franchising ~franchisor~ franchisee Franchisee vs franchisor 2. Franchising Definition: A franchisee operates a hotel under an established brand name. Advantages for Franchisee: Gains expertise. Acquires brand recognition. Has control over daily operations. Advantages for Franchisor: Receives fees. Expand rapidly Lower risk for business loss Disadvantage Franchisee - Has to follow standard - Has to pay fee - Risk of contract termination anytime Franchisor - May fail to follow standard - Trade name can be spoiled - Has to disclose confidential information Referrals- type of hotel franchise hotel partners with others Two classification Revenue- centered Cost – centered Front -of the house Back- of the house Om- operational Manager Hotel Departments General Manager Executive Assistant Manager Resident Manager Operational Manager Strategic – vision and mission Strategic: Definition: High-level overview, long-term, forward-looking. Example: Setting the company’s vision for the next 5 years. Tactical: Definition: Short-term, detailed plans to execute the strategy. Example: Developing a marketing campaign for the next quarter. Operational: Definition: Day-to-day plans, controlled through reports. Example: Scheduling employee shifts for the week. Key executive Rooms Division: Manages core hotel products, including Housekeeping and Front Office. ROD/DOR (Room Division/Director of Rooms) oversees Front Office, Reservations, Housekeeping, Concierge, Guest Services, Security, and Communications. FOM (Front Office Manager) enhances guest services. Front Office Functions: Selling rooms, providing service and information to guests, and maintaining guest The Front office -selling room - service and information to guest Maintaining guest accounts The front desk ( the receptionist area of hotel Greet: Welcome guests upon arrival. Verify: Check guest details. Present: Inform guests of charges. Confirm: Double-check information. Update: Process payment. Issue: Provide assistance. Escort: Guide guests as needed Refers to a hotel guest cycle where a guest is currently considered “pre-arrival” (meaning they have made a reservation but haven’t checked in yet), with an expected arrival date of the 15th, and their departure date is when their occupancy status will change to “departure.”. Pre-Arrival: The stage where a guest has booked a room at the hotel but has not yet arrived. (Arrival): The date the guest is scheduled to check in at the hotel, which in this case is the 15 th. Departure Occupancy: Indicates that the guest will be considered “occupied” in the hotel system until their departure date, which is not specified in this phrase.