Lecture 1 Introduction To Hospitality Management

INTRODUCTION TO HOSPITALITY MANAGEMENT
Lesson One
Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, VisCa Baybay City Leyte
THE HOSPITALITY INDUSTRY
CATGORIES ACCOMMODATION ESTABLISHMENT
SUITES HOTEL RESORT PENSSIONNE HOUSE Tourist Inn Motorist Hotel (Motel)
SUITES-a level of service provided by a hotel for a guest who desires at-home service HOTEL- a commercial establishment offering lodging to travelers and sometimes to permanent residents, and often having restaurants, meeting rooms, stores, etc., that are available to the general public. RESORT- a place to which people frequently or generally go for relaxation or pleasure, esp. one providing rest and recreation facilities for vacationers PENSSIONNE HOUSE-a place used for relaxation or recreation, attracting visitors for holidays or vacations
TYPE OF HTELS
Location

Size

city centre Suburban / downtown airport main road resort country
City centre hotels- big Small : less 25 Medium :25-99 Large :more 100 Major :more 300
TYPE OF HOTELS:
Length of stay: Price:
May be influenced by type of guest

transient :short resort :week + conference :2-3 days
May be determined by

Location Extent and quality of services Service standards (the number of hotel staff per room )
Luxury 900 staff for 300 room hotel (3:1) Moderate 600 staff for 300 room hotel (2:1
HOTEL CLASSIFICATION SCHEMES (STARS)
Luxury: offering the highest international standards Exceptionally well-appointed hotels, high standards, all rooms with bathroom, bath, shower, toilet Well-appointed. Private bathroom/shower. Meal facilities (TV & telephones in rooms) Bath or shower
small. Adequate bath or lavatory.
Hotel De luxe Class First class Standard Economy Resort AAA AA A SIR or special interest resort
HOTEL GUEST ROOMS ROOM RATES

Number and type of beds and Layout

Price and type of facilities and amenities

Twin room Double room Double-double Triple room Quadruple room Family room Connecting rooms
Economy Standard De luxe or enhanced guestroom Suite
HOTEL GUEST ROOMS
TRIPLE ROOM
suites
Suite
Hospitality
Penthouse
Executive
Corner
Junior
Suite
TYPES OF HOTEL SUITES
Suite
Suite
GUEST ROOM BEDS CLASSIFICATION
Single
bed bed
Double Queen King Roll
bed
bed
away out bed
bed
Pull
Sofa
bed
10
Bed Pad
Bed
linens up and DND hang
STANDARD
ROOM AMENITIES
Make
Closet
with at least 2 hanger per occupant

Dresser
table with vanity mirror

Night
table with table lamp and chair

Thermo
jug filled with cold water, accompanied by 2 covered glass

Safety
materials materials
Information
Bed Cover
Bed skirt
Guest
laundry list with prices, along with a laundry bag

Garbage
can, underlined with plastic liner

Air
Dresser with vanity mirror
condition and telephone bathroom amenities (bath towel, bath mat, soup (1 per occupant), toilet tissue, sanitary bag
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SET UP OF BATHROOM AMENITIES

Facial Tissue
Soap dish
Mirror
Linens
12
HTEL TERMINOLOGIES
Guest description
VIP Very Important Person VVIP Very very important Person FIT free Independent traveler or Foreign Individual Traveler Joiner
Sleep-out Stay-over: anticiptes check-out but remains his departure date or any guest who stays overnight. Walk in
13
ROOM STATUS TERMS

Occupied Complimentary Stayover On-change Do not disturb Sleep-out Skipper Sleeper Vacant and ready Out-of-order Lock-out DNCO Due out Check-out Late check-out
14
ROOM STATUS TERMINOLOGIES

Sleep out - registered guest, but the bed has not been used. Skipper: the guest has left the hotel without making arrangements to settle his/her accounts Vacant & Ready: room has been cleaned and inspected and is ready for an arriving guest. Out of Order: room is in need of maintenance Lockout: room has been locked so that the guest cannot reenter until a hotel official clears him or her DNDO (Did not check out): guest made arrangements to settle his/her account, but left w/o informing the front office. Due Out: the room is expected to become vacant after a days checkout time Checkout: guest settled his/her account and left the hotel Late check out: guest has requested and is being allowed to check out later than requested and is being allowed to check out later than the hotels standard check-out time.
15
HTEL ORGANIZATION
The Rooms Division

Housekeeping Department Front Office Department Linen and Laundry Department
Directly involved in operations and service delivery
Food and Beverage Division Administrative Division
16
DO YOU THINK YOU ACQUIRE THE REQUIRED
COMPETENCY TO WORK IN THE HOSPITALITY
INDUSTRY?
17
COMPETENCIES
it is a standardized requirement for an individual to properly perform a specific job
Abilities
Treats Characteristics
Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, VisCa Baybay City
18
ELEMENTS OF COMPETENCY
Motives Traits Self Concept
Hidden
Knowledge Skill
Visible
19
ABILITIES
power or capacity to do or act physically, mentally, legally, morally, financially, etc.

Traits
a distinguishing characteristic or quality, esp. of one's personal nature

Characteristics
a distinguishing feature or quality
20
ABILITIES
Speak English at a basic operational level Communicate effectively on the telephone Work effectively with colleagues and customers Work in a socially diverse environment
Traits
Manage and resolve conflict questions Comply with workplace hygiene procedures
Characteristics
Promote hospitality products and services
21
QUALIFICATIONS
22
PHYSICAL PROJECTION
1. Grooming and Hygiene FEMALE MALE
Hair should be cut close Not spotless uniform; well ironed Tidy nails Guard against body odor Close shave Clean teeth
Consider tie hair Stockings Light and proper make-up Unexcessive jewelry
23
2. Basic Etiquettes
Smile and attend to guest; acknowledge their presence Recognized guest : use their names Welcome the guest as if they in their own home
3. EYE CONTACT
Intimidating Involvement Attitude Skill Knowledge
24
4. Orderliness
Keep forms arranged Pens must be in holders Keep counter tops free from articles Computers must always be ready Designs must be all set Registration form should be in order
5. Attitude
! ! ! ! ! !
Comes from with in The enthusiasm of taking his or her wok Cooperative Initiative Salesmanship honesty
25
MENTAL STATE OF MIND
Self discipline
o o
o o
Updates oneself continuously with the house rules and regulation Proper behavior brings reputation to your self, recognition and better person Amend mistakes immediately Improve skills
Courtesy
o
Should be inherit in one`s nature and a sign of one`s desire
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THE FRONT OFFICE
HOMEWORK: CASE STUDY 101

Professor Catherine Vicente has allotted time in the HRI-201 Introduction to Front Office Management course for a field trip this semester. After the first few lectures, she wants to take her class to the hotel establishments in the vicinity of City College. The area is well known for its tourist attractions and is the headquarters of several major U.S. businesses. She appoints a group of students to assist her in setting up tours. One of the students, Maria, is a resident of the area and suggests they visit the grand old St. Thomas Hotel in the downtown area. She would also like to see a hotel located at the WideWorld Airport. Ryan, another student, has worked at a limited-service property in his hometown. He understands there is another hotel in that chain located on the outskirts of the city. David, who is applying for a job at a local hotel, wants to get information on all-suites hotels. Linda has heard there is a new extended-stay hotel in town and wants to know what makes that type of hotel different from a limited-service hotel. The group has sifted through all the requests and decided to form five teams to visit these places. Each team will appoint one spokesperson for a panel discussion. The spokesperson will present a five-minute summary of what was learned from the visit. What items do you think each spokesperson will include in his or her summary?
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Lecture 1 Introduction To Hospitality Management

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INTRODUCTION TO HOSPITALITY MANAGEMENT

THE HOSPITALITY INDUSTRY

CATGORIES ACCOMMODATION ESTABLISHMENT

city centre Suburban / downtown airport main road resort country

May be influenced by type of guest

HOTEL CLASSIFICATION SCHEMES (STARS)

HOTEL GUEST ROOMS ROOM RATES

Price and type of facilities and amenities

Economy Standard De luxe or enhanced guestroom Suite

HOTEL GUEST ROOMS

TYPES OF HOTEL SUITES

GUEST ROOM BEDS CLASSIFICATION

Double Queen King Roll

away out bed

linens up and DND hang

with at least 2 hanger per occupant

table with vanity mirror

table with table lamp and chair

jug filled with cold water, accompanied by 2 covered glass

laundry list with prices, along with a laundry bag

can, underlined with plastic liner

Dresser with vanity mirror

SET UP OF BATHROOM AMENITIES

ROOM STATUS TERMS

ROOM STATUS TERMINOLOGIES

The Rooms Division

Housekeeping Department Front Office Department Linen and Laundry Department

Directly involved in operations and service delivery

Food and Beverage Division Administrative Division

DO YOU THINK YOU ACQUIRE THE REQUIRED

COMPETENCY TO WORK IN THE HOSPITALITY

Motives Traits Self Concept

power or capacity to do or act physically, mentally, legally, morally, financially, etc.

a distinguishing characteristic or quality, esp. of one's personal nature

a distinguishing feature or quality

Promote hospitality products and services

MENTAL STATE OF MIND

Should be inherit in one`s nature and a sign of one`s desire

THE FRONT OFFICE

HOMEWORK: CASE STUDY 101

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