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4. According to Type of Ownership and Affiliation
a. Independent
b. Chain Hotels
-Management Contract
-Franchise
5. According to Quality Ranking
a. Deluxe
b. First Class
c. Standard
d. Economy
6. According to Location
a. Center City
b. Suburban
c. Resort
d. Airport
e. Highway
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Reasons for Traveling
a. Business Travel
b. Pleasure Travel
c. Group Travel
d. Buying Influences
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D. Hotel Organization
Mission Statement
Defines the unique purpose that sets one hotel or hotel company apart from others. It expresses the underlying philosophy that gives meaning and direction to hotel policies. A hotel’s mission statement should address the interests of three diverse groups: guests, management, and employees.
Objectives
Are those ends an organization must achieve to effectively carry out its mission. An objective is more specific than a mission; it calls for levels of achievement which can be observed and measured.
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Goals
Define the purpose of a department or division; they direct the actions of managers and employees and the functions of the department or division towards fulfilling the hotel’s mission.
Strategies
Are the methods a department or division plans to use to achieve its goals.
Organizational Chart
A schematic representation of the relationships between positions within the organization. It shows where each position fits in the overall organization as well as where divisions of responsibility and lines of authority lie. Solid lines on the chart indicate direct-line accountability. Dotted lines indicate relationships that involve a high degree of cooperation and communication, but not direct reporting relationship.
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ACYTIVITY
a) Fill in the Answer column below with the correct alphabet (A-D) which denotes the four different stages of the guest cycle.
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The Accommodation Product
Accommodation is one of the largest sources of revenue for the operation of a hotel. It is the main product provided by a hotel.
A guest who books accommodation receives more than just a room with a bed. It includes the facilities and services provided by the hotel staff. Since guests in general cannot examine the hotel product before purchase, front office taff must have a clear understanding of the accommodation product and describe it accurately and clearly to the guest.
Examples include:
• Room rates
• Size of beds
• Frequent-guest programme
Other services provided to the guest
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Room rates
Front desk personnel need to know how the room rates are derived. The following criteria will influence the room rate charged to the guests:
• Type, size, décor and location of room
• Meal plan
• Season and seasonal events
• Kind of guest
• Length of stay and day of the week
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The room rate categories have variations in all hotels.
Many hotels offer a number of different room rates to attract different guests who will provide repeat business and help ensure full occupancy.
Examples of different room rates are as follows:
Rack rate
The standard rate charged for the room only.
Corporate rate
Room rate offered to executive personnel who are regular guests or employees of a corporation that has a contract rate with the hotel which reflects all businesses from that corporation.
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Commercial rate
Room rate offered to executive personnel of a company who have infrequent visit.
Airline rate
The rate agreed between an individual airline and the hotel as determined by the volume of business the hotel obtains from the airline.
Group rate
Room rate given to bookings for a large group of people made through a travel agency of professional organization. …………………………………………………………………………………………………………….
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Children’s rate
Each hotel has a specific age limit for the child to stay with their parents in the same room free of charge or at a nominal rate.
Package rate
Room rate, which includes goods and services and the rental of a room, is developed by the hotel to attract guests in during low sales periods.
American Plan (AP)
Room rate that includes room and three meals.
Modified American Plan (MAP)
Room rate that includes room and two meals; usually breakfast and dinner
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European Plan (EP)
Room rate that includes room only.
Complimentary rate (Comp)
Guest is assessed no charge for staying in a hotel. The management of the hotel may grant comp rooms for guests who are tour directors, local dignitaries, executives from the hotel’s head office and so on.
Hotel brochures and tariffs
Hotel brochures and tariffs are sales and marketing tools used by the hotel to provide information on the room rate (rack rate) charged and the facilities and services provided to the guests. In general, the brochures contain pictures of guestrooms, restaurant outlets and other facilities. Tariffs are usually printed separately as an insert, as the price may change every season or year.
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The Housekeeping Department
The housekeeping department requires the following information from the front desk:
-Check-in, occupied and check-out rooms in order to organize room cleaning
-Special requests from guests, such as baby cot or extra blanket, etc., so that extra amenities and services can be provided to guests
In return, the housekeeping department will provide the actual room status to the front desk for comparison with the computer record which ensures that the front desk has the correct room status. Any discrepancy found will be double checked by the Assistant Manager.
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The Housekeeping Department
The housekeeping department of a large sized hotel comprises of the following sections:
-Laundry department
-Uniform and linen room
-Housekeeping office
-Guest floors
-Public areas
-Health club
-Floral and plant arrangement
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The Housekeeping Department
The housekeeping department is responsible for cleaning and maintaining the guestrooms, public areas, office spaces and back of the house areas in the hotel so that the property is as fresh and attractive as its first day of business. Although the roles that housekeeping performs vary from one hotel to another, the tasks performed by the housekeeping department are critical to the smooth daily operations of any hotel.
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The Housekeeping Department
Executive Housekeeper
-interviews, selects and engages staff in conjunction with human resources manager
-training
-deployment
-prepares work schedules, work procedures and job descriptions
-compiles duty rotas, holiday lists, etc.
-personnel records
-arranges supervision
-staff welfare
-orders and controls equipment, materials and linen
-handles complaints
-key control
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The Housekeeping Department
-Assistant Executive Housekeeper
-Assistant Housekeeper
-Floor supervisor
-Room attendant
-Public area supervisor
-Cleaner
-Tailor and seamstress
-Uniform and linen room attendant
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Types of room and bed
A hotel has different types of guestroom and bed for the guests to choose from. Hotel staff should explain these clearly to customers, as they may not be familiar with the hotel terminology.
.
.
Figure : Types and sizes of bed
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Figure : Types of room
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Twin bedroom
Double bedroom
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Food and Beverage Department
FOOD & BEVERAGE is a term the hospitality industry uses to refer to all food and beverage needs for an event, dining experience or general catering. The food and beverage department within a hotel consists of many areas and personnel that cater to internal or external guests.
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Food and Beverage
Divisions
-Kitchens
-Restaurants
-Catering, internal and external
-Banqueting, internal and external
-Room service (In-room dining)
-Minibars
-Lounge bars
-Stewarding
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Food and Beverage
Kitchens
A kitchen is a place for the storage and preparation of food for consumption. In some hotels, there may be a variety of kitchens catering to different needs from breakfast, luncheon and dinner to events such as gala dinners and conferences. The number of guests being catered for varies depending on the size of the dining facilities and kitchen, the number of staff employed and the equipment being used. The purpose of a kitchen is to produce the right quality of food of the highest standard for the required number of people, on time, by the most effective use of staff, equipment and materials.
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Food and Beverage
Restaurants
A restaurant is a retail establishment that serves prepared food to customers. Food is generally for eating on the premises, although ‘restaurant’ can also describe take-out establishments and food delivery services. The term covers many types of venue and a diversity of styles of cuisine and service.
Restaurants can range from modest l