Fundamentals in Lodging PDF

Fundamentals in Lodging Handout 1 (Introduction to the Hospitality Industry) Nature of the Hospitality Industry Hospitality is defined by the Oxford English Dictionary as the “reception and entertainment of guests, visitors or strangers with liberality and goodwill. Acco...

Fundamentals in Lodging Handout 1 (Introduction to the Hospitality Industry) Nature of the Hospitality Industry Hospitality is defined by the Oxford English Dictionary as the “reception and entertainment of guests, visitors or strangers with liberality and goodwill. Accommodation: Overnight accommodation for people staying away from home. Food and Beverage: Sustenance for people eating away from home or not preparing their meals. The hospitality industry is part of a larger group of economic activities called tourism. Tourism refers to a collection of industries providing essential services, such as transportation, food and beverage operations, accommodation, and leisure activities, to the traveling public. Hospitality Industry Tourism Industry Transportation Institutional Food Commercial and Beverage Services Food and Service Beverage Service Events and Commercial Attractions Institutional Accommodation Accommodation Leisure Services Services Activities Categories of Hospitality Businesses Profit-making Business- Establishments that are set up to earn a profit. Non-profit Business- Establishments that are not run for profit but operated to promote the benefits and welfare of their members. Hotel Classifications Hotel – an establishment offering sleeping accommodation to anyone willing to pay a reasonable sum for the services and facilities provided. In the Philippines, DOT implements the National Accommodation Standards for hotels, resorts, and apartment hotels that classify accommodation enterprises using the Star Grading System. One Star: These enterprises appeal to budget-minded travelers. These offer a limited range of facilities and services. Two Star: These enterprise appeal to tourists seeking more than basic accommodation. These offer expanded facilities and a higher level of comfort. Three Star: These enterprises offer a very good level of accommodation. They have more spacious public areas, higher-quality facilities, and a greater range of services. Four Star: These enterprises are upscale in all areas. Accommodation is refined and stylish. Service responsive, often including an extensive array of facilities. Five Star: These enterprises reflect luxury and sophistication. The facilities are world-class in every manner, and the meticulous service exceeds all guest expectations. To obtain higher stars, progressively higher service and facility quality, facility condition, and improved business practices like environmental management should be provided across all business areas. Target Market – A hotel can be classified based on the type of guests it caters to. Commercial Hotel- It offers food and accommodation services to travelling businesspeople. Tourist Hotel – It offers food and accommodation services to people travelling for pleasure. Resort Hotel – It offers food and accommodation services to people travelling for pleasure but usually found at scenic spots. Hotels can also be classified as residential or transient based on the expected length of stay of their guests. Residential Hotel provides accommodation for guests staying for a long time, while Transient Hotel caters to guests who stay for a short period. Location – A Hotel can be classified according to where it is located – for instance, a city center hotel or a sub urban hotel. Size – A hotel can be classified according to its size: small, medium-sized, or large. The number of rooms within each classification varies from one country to another. Enables hotels with similar sizes or numbers of rooms to compare operating procedures and statistical results. Facilities – Hotels also vary depending on the standards of services and facilities they offer. Hence, hotels can be any of the following: Full-service Hotel – It provides a wide selection of guest services in addition to accommodations such as health, sports, and business facilities. Budget Hotel – It provides cheaper and more basic guestrooms with limited services. Self-catering Hotel – It only provides accommodation and no other service. Ownership – Another way to classify a hotel is by its ownership. Hotel ownership can be as follows: Private – It is an independent hotel owned by a person, a partnership, or a private company. A local group – It includes several hotels owned by a local company. An international group – It includes a hotel that is part of an international chain of hotels. Handout 2 Hotel Organizational Design and Management Hotel Organizational Design Hotels are normally divided into several departments, each responsible for a certain area or work. The larger the hotel, the more complex the department becomes.  General Manager Resident Manager Rooms Engineering Security Human Food and Sales and Accounting Division Resource Beverage marketing s Functions of Major Departments Rooms Division – It is responsibilities for managing the core products of a hotel – the rooms. Engineering – It is responsible for maintaining a hotel’s physical plant, including heating, air conditioning, refrigeration, lighting, and transportation (elevator) systems, and overseeing all mechanical equipment. Security – This department implements procedures to protect the safety and security of hotel guests, employees, and the hotel itself. Human Resources – It is responsible for employee recruitment, selection, development, the design and review of compensation patterns, and compliance with government labor regulations. Food and Beverage – It provides food and beverage services to hotel guests and employees through various outlets and services. Some examples of these services in a hotel are restaurants, banquet service, room service, and lounge bars. Sales and marketing – This department’s main responsibility is to create customers, which means offering products or services that people want. Accounting – In addition to bookkeeping and financial reporting, a hotel depends on this department for advice and guidance on increasing profitability through better controls and asset management. The different hotel departments are not the same in all hotels, as these depend on the property size. Approaches to Quality Management Regardless of the hotel’s classification and market segment, it has every opportunity to deliver quality service. Quality Management Approaches The earliest advances in quality approaches started in the manufacturing industry, which hospitality organizations adopted. Quality Inspection – The actual output of a product or service is checked against a standard specification. For instance, an executive housekeeper inspects the cleanliness of guestrooms in a hotel against the set standards of cleanliness. Quality Control – Quality is designed into the detailed specifications in producing products and services through detailed standards. For instance, if food is about to be released from the kitchen, a quality controller checks its conformity to the set standards. Quality Assurance – Quality is designed into the process so that faults cannot occur. For instance, to ensure quality in providing services to guests in a hotel, it must begin with recruitment, where employees are selected according to their job qualifications. Total Quality Management – This approach focuses on the customer and satisfying customer needs. It is fully directed toward customer satisfaction and eliminates any hindrance to it. Employees as Internal Customers – Hotel service are rated based on multiple criteria, such as guest room amenities, recreational facilities, housekeeping standards, and decor. Working in a Diverse Environment – The tourism and hospitality industry are multicultural industries. It is composed of establishments staffed with people from different cultures. Staff members interact with and serve people from different nations and cultural backgrounds. Handout 3 The Accommodation Product and Hotel Guests The Accommodation Product Accommodation is a hotel’s main product and largest revenue source. Accommodation products refer to rooms and related products or services that hotel guests consume during their stay. Types of Rooms Hotel rooms vary in amenities, views, and extra features or services that add to a guest’s overall hospitality experience.  Type Description Single Room It is a room with a single, double, or queen-size bed that can accommodate only one person. Twin Room The room can accommodate two people with two twin beds. Twin bed refers to two identical single beds. Double Room It is a room that can accommodate two people with a double or queen-sized bed. Double-Double Room It is a room that can accommodate two to four people with two double or queen-size beds. It is sometimes called a twin double room. Triple Room It is a room that can accommodate three people with three single beds or one double bed and one twin bed. Family Room It is a room with at least one double bed, and one or more single beds designed to accommodate a small family. King Room It is a room with a king-size bed that can accommodate one or two people or a small family. Suite Room It is a room with one or more bedrooms, a living space, and a kitchen area. Suite rooms can be further classified as follows: Junior Suite – It is the smallest in the suite room category. Executive Suite – It is larger in area and has more upgraded amenities compared to the junior suite. Presidential Suite – It is the largest room with the best amenities a hotel can offer. Handicap/Accessible It is a room type designed for disabled guests. Most of the Room common features in this room type include safety bars, emergency buttons, and fire alarm lights. Villa It is a stand-alone house that gives extra privacy and space to guests and is usually seen in resort hotels. Aside from a bedroom and a living room, it may have a swimming pool, a Jacuzzi, and a balcony. Other types of rooms are available in hotels, such as adjacent, adjoining, or connecting rooms. These rooms usually have features that are not standard for most room types. Adjacent Rooms It refers to rooms close by or across the corridor but not side by side. Type Description Adjoining Rooms It refers to rooms that are side by side but do not have a connecting door between them. Connecting Rooms It refers to two rooms that are side and have a connecting door between them. Rooms can also be designated as smoking or non-smoking. Types of Beds Type Size Description Single/Twin 39” x 75" It is designed for one person only. A single and a twin bed are the same size. Double 50” x 80” It is designed for two people and is easily confused with the term “twin beds” Queen 60” x 80” It is designed for two people and is wider and longer than a double bed. King 80” x 80” It is designed for two people and is wider than a queen bed. Room Rates Hotels offer different room rates to attract various guests who will provide repeat business. Rack Rate – This refers to the standard rate charged for a room only in a hotel. Corporate Rate – This is a room rate offered to executive personnel who are regular guests or employees of a corporation with a contract rate with a hotel. Commercial Rate – This is a room rate offered to the executive personnel of an enterprise who makes an infrequent visit to a hotel. Airline Rate – This is a rate agreed between an Indvidual airline and a hotel as determined by the volume of business a hotel obtains from such an airline. Group Rate – This is a room rate given to bookings for a larger group of people and is usually booked by travel agents. Children’s Rate – This is a rate charged to children at a certain age. Each hotel has a specific age limit for children to stay with their parents in the same room free of charge or at a minimal rate. Package Rate – This is a room rate that includes goods and services that hotels designed to attract guests during low sales periods. Complimentary Rate – This is a rate wherein a guest is assessed with no charge for staying in a hotel. TYPES OF HOTEL GUESTS Trip Purpose Leisure Travelers – These are individuals who travel to engage in leisure activities, outdoor recreation, relaxation, visit friends and relatives, or attend sports or cultural events. Business Travelers – These are individuals who travel to conduct business, attend meetings/workshops, and engage in selling or purchasing products. Numbers Free Independent Travelers – These are travelers who purchase their accommodation and make their travel arrangements Group Inclusive Tours – These are tourists who travel together on package tours with accommodation and sometimes meals. They also tend to spend less and budget their spending allowance. Origin Domestic Travelers – These are residents who stay at a hotel for special occasions and holidays. International Travelers – These are residents of another country visiting another country for leisure or work purposes.