Fundamentals in Lodging Operations PDF

**FUNDAMENTALS IN LODGING OPERATIONS** **Course Description:** This course describes the skills, knowledge and performance outcomes required to explore and analyze the management and practices of lodging operations and related sales activities in the major operating and support departments. It wil...

**FUNDAMENTALS IN LODGING OPERATIONS** **Course Description:** This course describes the skills, knowledge and performance outcomes required to explore and analyze the management and practices of lodging operations and related sales activities in the major operating and support departments. It will also expose the students to the unique aspect of managing a service-based lodging establishment delivered by diverse employees and understanding of the business and financial operations of a lodging firm. The course introduces the housekeeping department of a hotel and lodging organization: its organizational structure; roles and responsibilities; functions of the department; equipment and tools for housekeeping operations; methods and procedures of cleaning operations including linen, uniform and laundry service; general maintenance and decoration of a hotel; safety and sanitation in housekeeping operations; management of operations and recordkeeping; precautionary procedures; guest safety and hotel assets. Laboratory includes actual exposure in the housekeeping operations. **Course Outcomes:** 1. Define key terminologies used in housekeeping 2. Identify the role, duties and responsibilities of the lodging operation 3. Enumerate the different cleaning supplies and their proper use 4. Apply floor care cleaning and maintenance 5. Demonstrate the public area maintenance, guestroom maintenance and linen/laundry service 6. Observe sanitation procedures applied in housekeeping department 7. Conduct the general safety and security measure activities 8. Develop appreciation of housekeeping procedures for effective learning as reflected in the performance of the learner **HISTORY OF THE HOSPITALITY INDUSTRY** **Origins** - Caring for travelers was a fundamental element of civilized societies long before the birth of hospitality companies. - In ancient Greece, guest rights were on of the few established sets of conventions that were universally accepted amongst diverse cultures within the Greek world. - Hospitality did not begin in the Bible or in Greece; it has existed since man first established permanent settlements but before then, the concept of hospitality could not exist as everyone was nomadic. - Hospitality has become more than an isolated cultural establishment but a worldwide occurrence reflective of basic humanity. - In the Dark Ages, travelers had little choice but to expect to stay in monasteries that offered food and shelter. Throughout the Middle Ages, local lords would take turns in hosting the kings and his royal court as they traveled. The idea of hosting travelers was taken even further when trade and commerce began to boom, prompting taverns and inns to arise, especially in port cities. - Hospitality has since evolved into a highly competitive industry. The word itself has taken a whole new meaning now that the leisure time and travel is now available to the masses. Hospitality is no longer just about getting from point A to point B but also how you get there and how much you enjoy your stay. - Tourism has fueled incredible growth throughout the history of the hospitality industry because people love to travel and need a place to stay. - Hospitality has expanded to include entertainment, luxury lodging, dining etc. - At one time, travel agents almost controlled the hospitality industry. They were largely responsible for creating consumers' travel plans and offering specified rates. - With the invention of the internet and other electronic channels, new media is able to offer an avenue for hospitality companies to gain an edge. - While large chains and big-time destinations can afford traditional marketing channels, smaller and independent entities can gain an advantage through new hospitality concepts. **Early Hospitality** - Greek/ Roman Culture - Noted as early as 40 BC - Social and religious purposes - Roman businessmen traveled - Romans were the first pleasure travelers - After the fall of the Roman Empire, public hospitality fell to religious orders - Medieval Period - English travelers - Inns were actually private homes - Stagecoach became favored transportation - Renaissance Period (16^th^ century) - High demands for inns and taverns - 1^st^ hotel -- Hotel de Henri IV 1788 - Built at cost of \$ 17,500 - 60 beds - Coffee houses **The New World (18^th^ century) -- Eating and Sleeping Places** - New York/ New England -- taverns - Pennsylvania -- inns - Southern colonies -- ordinaries (meal provided at a fixed time and price at an inn) **The French Revolution** - Changed the course of culinary history - Auguste Escoffier - Brigade system - Revolution caused some of the chefs to come to the New World **The 19^th^ Century** - 1898 Savoy Hotel opened in London - General Manager was Cezar Ritz - Chef was Auguste Escoffier - Delmonico's in New York - Expensive - 1827-1923 - Bilingual menu **20^th^ Century Travel** - After World War II, travel began - 1950's advent of cross-continental flights - 1958 Trans-Atlantic flights - First motel in California - Resurgence of inner-city lodging properties - Increased interest in cruises **20^th^ Century Restaurant** - 1921 White Castle - 1927 Howard Johnsons - 1927 Marriott Hot Shoppe - 1965 TGI Friday's - 1982 Chili's **1960 to Today** - Major growth in casual dining - Increase in the number of hotel chains - Mass tourism - Package travel - Baby boomers - Living longer - Mergers and acquisitions **Definition of Hospitality and its Characteristics** - We commonly speak of service and hospitality as if they are one and the same, but they are quite different. - **Service is a Monologue** -- the efficient execution of a series of actions. Service is about efficiently doing what is expected. It can be delivered without any direct involvement from the guest. - **Hospitality is a Dialogue** -- an exchange between staff and guests, a bit of a dance. - Hospitality is doing what is UNEXPPECTED and uniquely personal at the guest in that moment. It cannot exist without another person involved. - Service is about what you do; Hospitality is about how you are. That creates a problem you already know how to teach people to become better at things that they do but how to teach people how to be. - Hospitality is out of control in many ways. It comes from the expressed humanity of the provider not from a rigid series of actions. - While we really cannot define hospitality, it does have several recognizable characteristics: - **Respectful** -- guests are treated with esteem for their worth and excellence as people - **Present** -- the staff is AT the table when they are at the table with no distractions; they listen effectively - **Responsive** -- complaints are quickly resolved in favor of the guest. - **Personal** -- guests are addressed by name; their likes and dislikes are known and respected - **Non-judgmental** -- guests are never made to feel wrong; they always receive the benefit of the doubt - **Non-intrusive** -- just as good service is invisible, hospitality does not call attention to itself - **Relaxed** -- there is no feeling of being rushed or processed; the staff never shows the sign of stress - **Personable** -- the staff is always smiling and friendly, even with unfriendly or irritable patrons - **Perceptive** -- guest needs are met before patrons even realize they had the need - **Consistent** -- guests leave feeling connected although the specific execution may differ each time - **Appropriate** -- the service always perfectly fits the occasion - **Uplifting** -- the experience makes guests feel more positive; they "pay if forward" to others - **Surprising** -- the staff goes beyond simple job requirements to do something memorable for the guests - When coupled with effective support systems, all of these qualities create a compelling personal connection between your guests and your establishment. - The difference is invisible and impossible to define, yet it is very tangible. You know when you have it, and you know when you don't. That invisible "something" that spirit of hospitality, can be your compelling point of difference is an otherwise impersonal marketplace. - The best way we can describe the difference is to recognize that it shows up as a feeling. The feeling is generated by the prevailing state of mind of the establishment's leadership and employees. It is invisible, however, like the wind, we feel its effects. - **The Bad News**: The spirit of hospitality is not something that can be taught as you might teach service sequence or job skills. - **The Good News**: The spirit of hospitality is an innate quality of all human beings. You don't need to "teach" it--you just need to create and sustain a climate where it can emerge and blossom. - **The Better News**: We have learned how you can do exactly that... if you can open your thinking to some fresh possibilities. We are even designing a support structure that will help you stay on track while this new understanding weaves itself into the fabric of your operation. - The word hospitality derives from the Latin "hospes", meaning "host", "guests", or "stranger". - **Hospitality** is often defined as the quality or disposition of receiving and treating guests and strangers in a warm, friendly, generous manner. - Hospitality is not what you do. It is the nature of your thinking when you and your staff interact with your patrons. The nature of your thinking always manifests as a feeling. So, hospitality may not be easy to define, but we know it when we feel it. - The source of the feeling of hospitality will not be found in what you or your staff are doing. The tone or climate of your business is generated from the way you and your staff think. Just as you cannot fake love, you cannot pretend hospitality-everyone recognizes a lack of genuine caring. - Hospitality begins with the leaders of the organization and the way they think. To evolve the climate of your operation, genuine hospitality must originate within your own thinking. From there, it will eventually shift the thinking of your entire staff. Anyone who has experienced hospitality knows that it must be genuine, or it won't have real impact and it won't last. **Hospitality Management** - It is both a field of work and a field of study. - In the work sense, it refers to management of hotels, restaurants, travel agencies, and other institutions in the hospitality industry. - As a field of study, it refers to the study of the hospitality industry and its management needs. People who are interested in careers in the industry may opt to pursue it as a field study so that they can stand their careers on solid floating. **Hospitality Industry** - It is a broad category of fields within the service industry that include lodging, restaurants, event planning, theme parks, transportation, cruise line and additional fields within the tourism industry. - It is a several billion industry that mostly depends on the availability of leisure time and disposable income. - A hospitality unit such as restaurant, hotel, or even an amusement park consists of multiple groups such as a facility maintenance, direct operations (servers, housekeepers, porters, kitchen workers, bartenders, etc.), management, marketing and human resources. - Examples of hospitality industry includes the following: - Restaurants and Food Service - Kitchen - Bars - Nightclubs - Public houses - Lodging Accommodations - Hotels - Residential - Motels - Resorts - Pension Houses - Tourist Inns - Condominium - Travel Agency - Airlines - Cruise Lines/ Shipping Lines - Health and Spa - Car Rental Agency/ Transportation Services - Event and Conventions Services - Casinos - Theme Parks - The hospitality industry is one that is primarily focused on customer satisfaction. For the most part it is built on leisure or luxury-based, as opposed to meeting basic needs. Hotels and resorts, cruise lines, airlines and other various forms of travel, tourism, special event planning and restaurants all generally fall under the realm of hospitality. - Exceptional service is usually very important for all businesses in the hospitality industry. Customer satisfaction usually leads to customer loyalty, which helps to ensure the success of a company in the hospitality industry.