Hospitality Industry PDF

HOSPITALITY- Is the act of kindness in welcoming and looking after the basic needs of customers HOSPITALITY INDUSTRY- any businesses or organizations which provide food, drink, shelter LODGING AND FOOD SERVICE - core scope ACCOMMODATION SECTOR- To provide accommodations and Is where the guest sta...

HOSPITALITY- Is the act of kindness in welcoming and looking after the basic needs of customers HOSPITALITY INDUSTRY- any businesses or organizations which provide food, drink, shelter LODGING AND FOOD SERVICE - core scope ACCOMMODATION SECTOR- To provide accommodations and Is where the guest stays for them to take a momentary rest FOOD AND BEVERAGE SECTOR- involves all food outlets. To provide f&b to the local, commuting, tourist CLASSIFICATION OF ACCOMMODATION ESTABLISHMENT NON COMMERCIAL - Private, Non Profit, Institutional COMMERCIAL - Hotel, Service Apartment HOTEL- is a structure that provides sleeping accommodations to travelers 2 MAIN TYPES OF HOTELS RESORT- places with pleasant environment and atmosphere conducive to comfort COMMERCIAL HOTEL - is also known as Corporate Hotel. It caters to business travelers' needs and typically includes a business center where visitors may print papers CLASSIFICATION OF HOTELS 1. LOCATION City Center Hotels- Located within the heart of the city within a short distance from the business center, shopping arcade. Motels- They are designed for overnight stays for car travellers, often with very basic facilities Suburban Hotels- hotels are located in the outskirts of cities, moderately priced and are of mostly medium or small size. Preferred by people who do not want to stay in the heart of the city as they want to be away from the hustle and bustle of the city. Airport Hotels- are hotels located near the airports. Resort Hotels- also termed as a health resort or beach hill resort and so depending on their position and location. Most resorts work to full capacity during peak season Rotel- hotels which roll on wheels. trains providing a luxurious hotel atmosphere. Normally used by a small group of travelers. Floating Hotels- hotels are established on luxury liners or ship. It is located on river, sea or big lakes. It has long stay guest. Boatels- A house boat hotel is referred to as boatels. 2. LEVEL OF SERVICE Luxury hotel- offers world class service Mid market hotel- A modest but sufficient level of service which appeals to the larger segment of the traveling public. Economic/budget hotel- meet the basic need of the guest, by providing comfortable and clean 3. LENGTH OF STAY Transit hotels- These are the hotel where guest stays for a day or even less. Usually located near the port of entry. Residential Hotels- These are the hotel where guest can stay for a minimum period of one month and up to a year. Semi-residential Hotel- These hotels are generally preferred by people who stay in one place and switch to another place. The length of stay can vary from a day to several months. They combined features of both Transit and residential hotels. Extended stay hotels- business managers are often away from their hometowns for long periods of time and need more than just a hotel room. Guests who want to stay for a long time (from a few days to weeks) and meet their long-term needs with special services & amenities. 4. TARGET MARKET Commercial Hotels- situated in the heart of the city in busy commercial areas so as to get good and high business. They cater mostly businessmen. Bed and breakfast- These establishments are usually small family businesses run in private homes, offering travellers a place to stay and breakfast. Suite hotels- These hotel offer rooms that may include compact kitchenette. They cater to people who are relocating act as like lawyers, executives. Casino hotels- Hotel with predominantly gambling facilities comes under this category. Convention hotel- These hotels have large conventions and conferences to cater 5. SIZE Small – Less than 100 rooms Medium – 100-299 rooms Large –300 to 599 rooms Mega- more than 600 rooms First world hotel- 7351 room with 2 tower MGM grand las vegas- 5124 room 6. THEME Heritage hotel- In this hotel a guest is graciously welcomed, offered room that have their own history, serve traditional cuisine and are entertained by folk artist. Ecotel- environment friendly hotels these hotel use eco friendly items in the room. Boutique hotel- provides exceptional accommodation, furniture in a themed and stylish manner and caters to corporate travelers. Spa hotel- Is a resort which provide therapeutic bath and massage along with other features of luxury hotels. 7. BASED ON OWNERSHIP AND AFFILIATION Independent hotels Chain hotels- impose certain minimum standard or rules Timeshare- guest who purchase ownership of accomm Condominium- only 1 owner Management contract- may be owned by individual, partner or private Franchise hotel- 8. STAR RATING 1 star 251-400 points 2 star 401-550 points 3 star 551-700 points 4 star 701-850 points 5 star 851-1000 points Current Global trends -Importance of safety, security, sanitation and hygiene in the hotel business -Contactless payment system -Robotics in hospitality -The use of virtual and augmented reality -The digital guest experience and property review Contemporary issue in global -Green hotel practices and pressure -Global hoteliers -Technology shift on demands -Increase hotel option means lesser brand quality Current Phil trends -Emergence of themed hotels -Sustainable hotel practices -Implementing technology in the hotel facilities Phil Contemporary issue -Fluctuation of travel demand -Seasonality of job -Existence of alternative accommodation option -Increasing competition HOTELIERS- Are service professionals with exceptional customer skills and an eye for details DIPLOMAT- representation of the hotel property, acts as brand ambassador DEMOCRATIC- they value the feedback coming from guest AUTOCRATIC- need to take full control of the operations ACROBAT – flexibility is a must. Works as a great multitasker DOORMAT- competitive hotelier must show humility at all times MULTI-CULTURAL COMPETENCY – Understand culture, backgrounds, universal verbal and non-verbal communication QUALITY - Totality of features QUALITY GUEST SERVICE- involves providing efficient quick and friendly service to customers as well as building relationships PRODUCT KNOWLEDGE- it refers to the familiarization not only of the products and services offered it also includes SOP’s HOTEL DEPARTMENTS- are specific sections and work areas within a hotel that serve various different purposes. REVENUE CENTERS- these are the income-generating departments of the hotel. COST CENTERS- provide technical support to the income-generating departments. FRONT OF THE HOUSE or "the nerve of the hotel"- They usually have direct hotel guest contact BACK OF THE HOUSE or "Heart of the House"- have little exposure in terms of guest contacts DEPARTMENT/DIVISION- comprises the Front Office, Concierge, Porter and Housekeeping team. FOOD AND BEVERAGE DEPARTMENT- comprises the outlets, room service, and banquet teams. OTHER DEPARTMENTS- includes fitness and recreation facilities and other income-generating units not associated with rooms, sales and food beverage. MARKETING DEPT.- in charge of creating promotional activities for the hotel ENGINEERING DEPT.- in charge of preventive maintenance management of the rooms and facilities of the hotel. ACCOUNTING DEPT.- in charge of the billings of the guests and revenue and cost monitoring. HUMAN RESOURCES- recruits, selects, orients, trains, and disciplines all hotel employees. SECURITY- takes care of the safety of all the people in the hotel and responds to all cases of threats and emergencies. SALES DEPARTMENT- room and F&B sales teams, responsible for saturating markets for clients for room occupancy, ADMINISTRATION OR EXECUTIVE OFFICE- the office of the hotel’s general manager. DIPLOMAT- acts as brand ambassador DEMOCRAT- they value feedback AUTOCRAT- take full control of operation ACROBAT- flexible is a must DOORMAT- show humility at all time