Reviewer in Fundamentals of Lodging Operations PDF

Reviewer in Fundamentals in Lodging Operations: DIVERSITY: Van Knippenberg and Schippers (2207) define diversity as a social grouping which there are objective or subjective differences between people within the group. Carrell (2006) age, gender, ethnicity, education, religion, and culture are...

Reviewer in Fundamentals in Lodging Operations: DIVERSITY: Van Knippenberg and Schippers (2207) define diversity as a social grouping which there are objective or subjective differences between people within the group. Carrell (2006) age, gender, ethnicity, education, religion, and culture are some of the ways that individuals vary that may influence a job or relationship inside the organization. Jehn, Nortcraft, and Neale (1999) diversity is the degree to which a workgroup or organization is diverse in terms of personal and functional characteristics. Griggs (1995) it is all-inclusive and acknowledges everyone and every group as valuable contributors to diversity FEATURES OF DIVERSITY: (3) 1. Multidimensional. Diversity is multidimensional because it encompasses both visible and unseen human aspects. 2. Inclusion. Diversity encompasses both differences and similarities among individuals. 3. Pros and Cons. Diversity, when handled correctly, may provide a competitive advantage for a company; but, if mishandled, it can lead to the firm's demise. DIMENTIONS OF DIVERSITY: Inner Embedded Sphere - Which we have no control over as we are born with these aspects of diversity. (6) Age Gender Physical Ability Race Ethnicity  Sexual Orientation Outer Sphere - Which we have some control over and which may or may not change overtime. (9) Religion Income Marital Status Personal Appearance Political Beliefs Personal Values Thinking Style Work Experience Education RESPONSES FOR DIVERSITY: (8) Exclusion. This entails keeping members of various groups out or driving members of different groups out once they are in. Denial. Individuals with this reaction think that they can ignore the organization's cultural peculiarities. Suppression. Individuals are taught to keep their differences to themselves. Segregation. This is the practice of assigning members of certain groups to specific jobs or departments. Assimilation. It aims to convert members of heterogeneous group into carbon copies of the dominant group. For this kind of reaction, the organization mostly employs affirmative action initiatives. Tolerance. In this scenario, individual differences are recognized, but efforts are made to limit contact across groups. Connection Establishing. It is thought that building a healthy relationship would help to overcome difficulties. Promoting Mutual Adaptation. This method believes in embracing and comprehending differences and diversity. CHALLENGES IN CULTURAL DIVERSITY: (4) Communication Issues. To make the diversity initiatives a success, the company will have to overcome the continuous cultural and linguistic hurdles that result in poor communication, lack of teamwork, and so on. Employee Resistance to Change. Employees oppose change since it is human nature, nevertheless, it takes time to comprehend and comply with the change. Workplace Diversity Implementation. The business must execute diversity policy at all cost. Discrimination and Lack of Understanding. Discrimination based on cultural differences can discourage individuals from expressing their cultural practices freely, leading to a lack of inclusivity. HOUSEKEEPING: Housekeeping means performing all the duties towards cleaning, maintaining orderliness, and running a house or a business property. In case of hotels, the housekeeping duties involve maintaining the hotel to the best possible state in terms of cleanliness, and keeping it at highly desirable ambience. SCOPE OF HOUSEKEEPING MAINTENANCE: (7) Guest rooms Guest bathrooms Public areas such as Lobby and Lifts  Banquets and Conference Halls Parking area Sales and admin offices Garden HOUSEKEEPING RESPONSIBILITIES: (6) Executive Housekeeper - Chief or manager of housekeeping department. The Deputy Housekeeper and Assistant Manager reports to him. Ensuring overall cleanliness and aesthetics of the hotel. Ensuring overall sanitation, comfort, and ambience of the hotel. Training the new joiners and motivate the existing employees. Modelling and establishing Standard Operating Procedures (SOPs) for cleaning and decorating. Monitoring regular inventory of guest supplies and linen. Monitoring housekeeping equipment and hotel property.  Evaluating employee performance, and handling their training, promotions, and transfers. Organize flower arrangements for events. Presenting the estimate of the required budget to the General Manager of the hotel Floor Supervisor - The supervisors report to the assistant housekeeper. Issuing keys to the room attendants. Coordinating floor operations and tray clearance with room attendants. Inspecting rooms for readiness and reporting to the front office for the same. Catering for VIP facilities and providing special supplies such as hot drinking water, baby-sitting provision. Public Area Supervisor - The supervisors report to the Assistant Housekeeper Ensuring that cleanliness is maintained at all times in public areas such as lobby, lifts, parking, swimming pool, coffee shop, conference hall, banquet hall, and restaurant. Ensuring banquet and conference halls are well kept and ready. Ensuring the concerned operating staff is available as per the schedule. Night Supervisor - The supervisors report to the Assistant Housekeeper. Ensuring provision of guest supplies such as water, extra bed, fans, or towels. Ensuring the operating staff working at night is following all cleaning SOPs. Supervising hotel area at night and ensuring cleanliness in all areas of hotel. Uniform Room Supervisor - The supervisors report to the Assistant Housekeeper Providing clean, ironed, and fresh uniforms to the hotel staff. Suggesting procurement of any uniforms required. Checking repaired linen from tailor room.  Keeping track of number and condition of uniforms. Linen Room Supervisor - The supervisors report to the Assistant Housekeeper. Inspecting linen and sending it to the laundry. Checking linen from laundry and sending it for ironing. Maintaining linen influx and out flux register. Checking repaired linen from tailor room. Suggesting linen replacements if required. STANDARDS OF IDEAL HOUSEKEEPING: (5) Personal Hygiene and Appearance Be well-groomed. Have trimmed nails and hair, and clean uniform. Have a clean and pleasant appearance. Communication Skills Speak in a friendly but sincere tone. Speak clearly in audible voice of moderate pitch. Maintain polite eye contact while interacting with the hotel guest. Interpersonal Skills Possess right attitude. Have a good listening skills to avoid any miscommunication. Be a good team player. Personal Skills and Traits  Be able to retain and pursue the demand of the guest until it is fulfilled. Be sincere and physically fit. Respect each hotel guest they are dealing with. They must conduct themselves confidently and courteously. Have high integrity. Success in Service 1. Get your service out of your head and down on paper. 2. Start with a service you know and love. 3. Don't let your service be viewed as a commodity 4. Recruit only the best people, with the right base skills 5. Be a visible and available expert in your domain. 6. Practice being a good communicator. 7. The customer experience is more than the service. HOTEL CLASSIFICATION: The hotels can be categorized depending upon their plan, size, location, target market, and ownership. American Plan (AP) - The American Plan, sometimes abbreviated as AP in hotel listings, means that the quoted rate includes three meals a day, i.e. breakfast, lunch and dinner. In the American plan, the meals are provided by the hotel kitchen. European Plan (EP) - The European Plan, sometimes abbreviated as EP, indicates that the quoted rate is strictly for lodging and does not include any meals. All food provided by the hotel is billed separately. Taxes and tips are usually additional as well Continental Plan (CP) - The Continental Plan, sometimes abbreviated as CP, indicates that the quoted rate includes a continental breakfast.  Modified American Plan (MAP) - The Modified American Plan, sometimes abbreviated as MAP, means that the quoted rate includes two meals a day, including breakfast and either lunch or dinner. In the Modified American Plan, these meals are provided by the hotel dining room Bermuda Plan - Is when the hotel rate includes an American or continental breakfast in the room The hotels can be categorized depending upon their plan, size, location, target market, and ownership. SIZE: Below 25 rooms or less - small 25 to 80 rooms - average 80 to 250 rooms - above average 250 rooms and above - large TARGET MARKET: Hotels catering only to women (Eva Hotels) Hotels catering only to families Hotels catering only to commercial men Hotels catering only to high society or affluent category Hotels catering only to retired people Hotels catering only to students HOTEL TYPES BY LOCATION: (9) AIRPORT HOTELS They are located near airport. The guests in transit use them for short stay. BOATELS They are on the houseboats such as Shikara in Kashmir.  CITY CENTER Located in the heart of the city near commercial area. MOTEL They are small hotels usually located on highways. Transit guests use them SUBURB HOTELS They are located near urban area. Budget guests use them. FLOATING HOTELS They are on the cruise ships, large lakes, or rivers. RESORTS They are on the beaches, mountains, islands, or on the river banks. ROTELS They are hotels on wheels such as Deccan Odyssey train. SELF-CATERING HOTELS They are located at the same premises where the owner stays. The categories in Identifying Hotels: (4) Plan Location Size-Rooms Target Market CLASSIFICATION OF GUEST ROOM: (8) Single Room A room designed primarily for one person with a bed intended for one person. Ex: The Mini Suites Eton Tower Makati Double Room  A room designed for two persons with one double bed. Standard Queen Room Ex: Go Hotels Timog Twin Room A room with 2 single beds arrangement good for 2 guests. Usually separated by a night table. Ex: Dusit Thani Manila (Premier Twin) Twin/Double Room A room with 2 double beds or 2 queen beds, occupied by 2 or more persons. Twin Double Ex: Okada Manila (Executive Suite Double Bed) Triple Room Room occupied by 3 guests, usually with 1 double bed and a roll away bed or 2 single beds plus a roll away bed Ex: Bayview Park Hotel Quadruple Room A room occupied by 4 guests, may 2 or more beds. Ex: I'M Hotel Makati (Executive Prestige Twin) Family Room Room with at least 1 double bed, with 1 or more single beds, designed to accommodate 1 small family. Ex: Pinoy Pamilya Hotel Pasays King Room  Rooms with king-sized bed, with 1 or more single beds, maybe occupied by 1 or 2 people or 1 small family. Ex: Sofitel Philippine Plaza TYPES OF ROOM ACCORDING TO PRICE, LAYOUT, AND FACILITIES: Economy It is designed for an economical rate, usually short of some standard facilities like air conditioner, television, and other amenities. Ex: OYO 402 Royale Parc Hotel Palawan Standard Refers to rooms with only the basic amenities (TV, AC, private toilet, coffee table, or the room size can be smaller in scales. Sold out at moderate rate Ex: Selah Garden Hotel, Go Hotels Timog Superior It has all the basic amenities of a standard room and usually some additional amenities or features e.g. tea & coffee maker, or a better view an/or location. Ex: Bayview Park Hotel Manila Deluxe Is more luxurious and spacious. It usually offers what the superior rooms provides, plus other amenities such as bathrobes, branded toiletries, butler service and finer room décor. Sold at a much higher price Ex: Diamond Hotel Studio Room A room with a bed that serves as a sofa during the day. This room is ideal for people who required extra seating during the day  Ex: Regal Hongkong Hotel Suite Generally, this is a larger room with a living/parlor area separated from the bedroom. Ex: Hilton Hotel Manila Executive Suite - Okada Manila TYPES OF ROOMS: (8) Connecting Rooms Room next to each other with direct or private access through a connecting door. Adjacent Rooms Rooms that is close to each other such as across the corridor. Inside Room A guestroom that faces an inner part of the building, for example one facing the atrium. Adjoining Rooms Rooms that are next to each other but do not connect through a private door. Outside Room A guestroom that faces the outer part of the building, example facing the sea or highway. Corner Room A guestroom located at a corner of the building. Bunker Type Room Windowed rooms feature five double decked with 10 Single Beds and have all the basic amenities a big family/friends Loft Type Bedroom This room with garden view features a loft type of bedroom which comes with a Queen size bed and a sofa bed caters to both parents and children. TYPES OF BED: (5) Sofa Bed/Hideaway unfolds to form a full-sized bed for one or two persons depending on the width. Bed 65 to 73 inches wide which unfolds to form a full-size bed for one or two persons depending on the width. It is usually designed with a fixed back. Baby Cot a baby cot is a small bed for baby with high sides to prevent the baby from falling out. It is sometimes referred to as a crib. Bunk Bed Pull Out Bed Roll away Bed/Extra Bed This refers to a portable bed. This bed can be removed from the room or stored in the wardrobe or under the bed. A folding utility bed approximately 37inches wide and 75inches long designed for one person. 3 RATES AND PACKAGES: 1. RACK/PUBLISHED RATES These are the rates usually quoted to walk-in guests and are the higher rates charged by the hotel. It is the standard rate for the room with no meals, discounts or reductions. 2. CORPORATE RATES These are special rates offered to regular business clients staying in the hotel. These special rates are given to encourage repeat business. These rates are re-negotiates periodically based on the volume of business generated. 3. COMMERCIAL RATES Commercial rates are usually discounted rates to businesspeople to encourage them to use the hotel. These rates may not be as attractive as corporate rates. However, some hotels use the terms 'corporate' and 'commercial' interchangeably. 4. CONTRACTED RATES Are special rates negotiated between the hotel and airlines and travel agents for their airline crews, packages and group guests. These, rates are agreed upon if companies are able to generate a specified number of room nights over a period of time. Like corporate rates, contracted rates are reviewed periodically. 5. GROUP RATES Group rates are special rates given because of the large number of rooms reserved in a block. 6. MONTHLY RATES These rates are quoted for guests who stay for a month or more. When quoting such rates, it is important to state that the special rate will be honored provided the guest stayed a minimum number of nights. Some hotels refer monthly rates as long-term rates. 7. PACKAGE PLAN RATES Are rates that include other hotel products and services in addition to the guestroom. They are introduced by the hotels themselves during full period to increase demand for guestrooms. 8. DISCOUNTED RATES Discounted rates are given to attract guests to the hotel because of the lower rate offered during promotional period. Some hotels give as much as 50% off the published rate as part of the hotel's preopening promotion or anniversary celebration. Traditionally, employees of related trade, such as airlines and travel agencies enjoy a discounted rate of '50% off the published rate it they can prove their identity. Such discounts are usually not applicable during high season. 9. DAY USE RATES Such rates are quoted when the room is used for only three or four hours of the day and not overnight. Most hotels distinguish between day use and a half-day rate. Day use is when the guest checks in and checks out on the same day, without staying overnight. 10. HALF-DAY RATE Is quoted when a due out guest would like to stay beyond the hotel's check out hour, but not for another night. Some hotels have a time limit, beyond which, a full-day te would be charged. This time limit may be dependent on the check-in time of the hotel, the ability of the housekeeping staff to turn around rooms as well as the hotel's policy on late check-out. TYPES OF GUESTS: (4) 1. VERY IMPORTANT PERSON (VIP) Refers to well renowned guest like a high ranking official or an executive who warrants special treatment and handling. 2. VERY, VERY IMPORTANT PERSON (VVIP) Is a highly renowned person who deserves extra treatment. 3. FREE INDEPENDENT TRAVELER (FIT) OR FOREIGN INDIVIDUAL TOURIST Refers to a tourist or a traveler who is travelling alone or is not with any tour group. 4. JOINER Is a person joining another guest in the same room.