Front Office Operations PDF

FRONT OFFICE OPEARTIONS Dr. Abednego Kofi Bansah  Understanding the Hotel Business: An Overview British Law defines a ‘Hotel’ or ‘Inn’ as ‘a place where a bona fide traveller can receive food and shelter provided s/he is in a position to pay for it and is in a fit condition to...

FRONT OFFICE OPEARTIONS Dr. Abednego Kofi Bansah  Understanding the Hotel Business: An Overview British Law defines a ‘Hotel’ or ‘Inn’ as ‘a place where a bona fide traveller can receive food and shelter provided s/he is in a position to pay for it and is in a fit condition to be received’. Therefore, a hotel must provide food (and beverages) and lodging to travellers, on payment and has, in turn, the right to refuse admission if the traveller is drunk, disorderly, unkempt, or unable to pay for the services. By this definition, a hotel must provide rooms and meals. The provision of beverages is subject to local customs and practices. Dr. Abednego Kofi Bansah  Hotel Categories With the evolution of hotels and their proliferation around the world, it is impossible to categorise them under one term. It is, therefore, made easier for readers to classify them as given under: ü Location ü Number of Rooms ü Ownership ü Pricing Plan ü Type of Clientele ü Length of Guest Stay ü Facilities Offered Dr. Abednego Kofi Bansah  Location Hotels are classified by their location as follows: ü Downtown ü Suburban ü Resort ü Airport ü Motel ü Camps Dr. Abednego Kofi Bansah Downtown Dr. Abednego Kofi Bansah Surbuban Dr. Abednego Kofi Bansah Resort properties Dr. Abednego Kofi Bansah Airport Hotels Dr. Abednego Kofi Bansah  Ownership There are different types of organisations based on their ownership: ü Sole Proprietor ü Partnerships ü Public Limited Companies (PLC) ü Private Limited Companies Dr. Abednego Kofi Bansah Sole Proprietor Dr. Abednego Kofi Bansah Partnerships Dr. Abednego Kofi Bansah Public Limited Companies Dr. Abednego Kofi Bansah Private Limited Companies Dr. Abednego Kofi Bansah  Pricing Plans European Plan Room charges only American Plan Room + all meals Modified American Room Plan Room+ Breakfast + Lunch or Dinner Continental Plan Room + Continental Breakfast Bed and Breakfast Room + English Breakfast Dr. Abednego Kofi Bansah  Length of Stay Transient Hotel Dr. Abednego Kofi Bansah  Length of Stay Residential Hotel Dr. Abednego Kofi Bansah  Length of Stay Suite Hotels Dr. Abednego Kofi Bansah  Length of Stay Furnished Apartments Dr. Abednego Kofi Bansah  Facilities Offered The facilities offered by hotels are another way to classify them. ü Star rating ü Business Hotels ü Deluxe Hotels ü Sports Hostels ü Palace Hotels ü Budget Hotels ü Convention Hotels ü Suite Hotels ü Conference Hotels ü Bed and Breakfast ü Casino Hotels Dr. Abednego Kofi Bansah  SEGMENTATION Big chains hotels segmenting their properties into several subcategories to capture and serve a larger market. E.g.,, Marriot Hotels and Resorts have several brands of properties: ü JW Marriot ü Marriott Marquis ü Marriot Hotels ü Marriot Inns ü Courtyard by Marriott ü Fairfield Inn by Marriot ü Ritz-Carlton and; ü Renaissance brands Dr. Abednego Kofi Bansah PURPOSE FOR SEGMENTATION To serve several distinct market segments To enter world locations that may or may not support superior hotels. To capture properties worldwide based on emerging opportunities and fund flows. To have price ranges to suit various guest budgets. To have varying amenities and facilities without compromising on basic standards and image of the chain. Have all brands benefit from the central reservation system of the hotel chain. Dr. Abednego Kofi Bansah