Accommodation Services 2

Rooms Division Operations Management

Areas covered control mechanisms; decoration and

furnishings; refurbishment; guest services and supplies/amenities ; linen

services and laundry; cleaning services; environmental

issues;

Control Mechanisms Rate Control / Pricing Strategies Availability Control Distributing inventory across different market

segments.i.e. Leisure, wholesale, Business, groups, inbound,

return guests, gds. Bedding and room configurations Yielding – watch video Budgets Audits Training Performance reviews

Decoration and furnishings The importance of appropriate decorations &

Furnishings.

Decoration and furnishings The Five Most Important Areas of Your Hotel: Lobby Research shows that it takes as little as three seconds for us to form

our impression of a new person or place. This first impression is nearly impossible to change and it sets the tone for the remainder of the relationship

Beds & Bedding A good night’s sleep is why travelers check into a hotel, so it’s no

surprise that beds and bedding deserve your special attention: Use higher quality mattresses that feature more and stronger coils.

The cost may be slightly higher, but the improved materials and manufacturing process will give you less “wear and tear” and a longer product usage cycle.

While the bed is primarily for sleeping, guests also use it for relaxing, reading, watching TV, or using a laptop computer. So create an environment that’s made “comfy” with an extra-thick pillow top mattress and with super soft pillows and duvets that feature down fill or faux-down.

Decoration and furnishings Casegoods - (generally refers to furniture made of hard materials, such as wood,

metal, glass or plastic. Examples of casegoods include chests, dressers, bookshelves, and cabinets.)

Case-goods Furniture has both a functional and an aesthetic role,

so when selecting case-goods, keep in mind how the pieces will look as well as what the pieces will do. Case goods are looking different – in both function and finish,

for example: the traditional two-door armoire with drawers below a

TV shelf is being replaced with stand-alone armoires and chests which feature more compact display shelves to accommodate appliances such as flat screen TV’s and microwaves

Case goods

Decoration and furnishings Lighting Lighting is an easy and relatively inexpensive way to

complement architecture, save energy, and bring any space to life.

Hoteliers typically strive for three types of lighting:

task lighting – bright, direct light in areas where work takes place, such as reading, computing, or serving of food

ambient lighting – soft, comfortable general light such as for watching TV or having a conversation

accent lighting – decorative, emphasis light that creates drama and mood, for example, by drawing the eye to a particular area, architectural effect, or piece of artwork – halogens are often used to achieve this effect

Lighting Lighting is an easy and relatively inexpensive way to

complement architecture, save energy, and bring any space to life. Hoteliers typically strive for three types of lighting:

task lighting – bright, direct light in areas where work takes place, such as reading, computing, or serving of food

ambient lighting – soft, comfortable general light such as for watching TV or having a conversation

accent lighting – decorative, emphasis light that creates drama and mood, for example, by drawing the eye to a particular area, architectural effect, or piece of artwork – halogens are often used to achieve this effect

Decoration and furnishings

Task Lighting

Ambient Lighting-

Accent Lighting

Decoration and furnishings

Decorations and Furnishings Technology Today’s travelers are very comfortable with and

savvy about technology. They have the latest technology gadgets at home and they typically take a variety of them on the road, including a computer, cell phone, Blackberry, and MP3 player.

And guests – whether on business or on vacation – expect their hotel to have the services which will make all this electronic equipment work easily and quickly. After all, nothing is more frustrating than traveling and not being able to access the internet or charge your cell phone.

Decorations and Furnishings Technology So high speed internet access, including

wireless, is essential throughout your hotel. And don’t forget plenty of data ports and electrical outlets.

In addition, consider such items in guest rooms as:

an entertainment center with a pivoting flat screen, high definition TV

a digital music and movie library available on demand

a stereo system or MP3-compatible clock radio

Refurbishment Also known as renovation. Renovation may be defined as ``the process

of retaining or improving the hotel image by modifying the tangible product, due to a variety of reasons, through any changes in the hotel layout.

Refurbishment Life expectancy of a hotel is between 20 to 60

years. ( TLG Lockyer ).Along the way the need to refurbish arises. The hotel becomes uncompetitive due to poor

standardsThere is potential to earn more revenue with

increased facilities and services.Changes in customer expectations over the

years,Maintaining a competitive set of facilities.

Renovation To keep up with the competition. To maintain or increase market share by satisfying current or

potential customers; To improve the operational efficiency of the hotel that will

lead to an increase in both productivity and long-term savings in operational expenses

To maintain corporate image and standards To upgrade the hotel to a higher category (e.g. from four-star

to five-star); To comply with the new trends and technology in the market

(e.g. the green movement) To cope with the governmental requirements (if anti

discrimiantions gets legislated ) To recover from natural disasters such as hurricanes and

earthquakes.

Renovations

Guest Services and Amenities Bell Services In-room dining, served a la carte to your room Concierge service Valet / Parking Car rental / tour arrangements Housekeeping Dry Cleaning/Laundry service Luggage Storage on the lobby level for easy access Newspapers/Publications available in the hotel lobby Mail delivery service Automated Teller Machines on site Currency Exchange on site Babysitting Banff Springs Kids Club Check-In / Check-Out Gift Shops High Speed Internet Access Housekeeping Laundry Services Bike Storage Wheelchair Accessibility

Guest Services and Amenities

Guest Services and Amenities

 toothbrush, shampoo, bath gel, conditioner, body lotion, soap, shaving kit, comb, shower cap, sanitary bag, sewing kit, shoe shine mitt, vanity kit, vanity kit, luffa and slippers, dental kit.

Linen Service and Laundry Sheets  Twin66  X 104 , Double81 X 104 Queen90 X 110 , King108 X 110 Pillowcases Standard20 X 30 , King20 X 40 Pillows  Standard20 X 26, King20 X 36   Bath Items  Bath Sheets36 X 70, Bath20 X 40 , 22 X 44 , 24 X 50, 27 X 50 Hand 16 X26 , 16 X 30 , Washcloth 12 X 12 , 13 X 13 Bath Mat18 X 24 , 20 X 30  Napery Items  Napkins17 X 17,  22 X 22 Table cloths 45 X 45,  54 X 54 , 64 X 64,  54 X 110, Place Mats 12 X 18, 14 X 20,

Linen Service and Laundry The Laundry and the Linen store room, linen dispatch counter

are usually close to each other. FUNCTION OF LINEN-ROOM

1. Security of the linen.

2. Exchange of linen by the rule “cleans for dirty”

3. Dispatch – Soiled linen are dispatched to the laundry as soon as possible to avoid misuse or further staining or getting infected.

4. Inspection - a. Repairs b. Stains, c. Very bad creasingd. Articles belonging to other hotels in case of outside laundry.

Linen Service and Laundry 5. Storage of linen – After inspection the linen

keeper is responsible for storing the linen in standard conditions required and takes proper care of them till they are not issued to the concerned areas.

6. Stock taking – This is the physical verification by counting of stocks of all items in the cycle at periodic intervals of three or six monthly, so that the overages or shortages can be found

Environmental Issues Energy - Excessive energy use is extremely costly

and with minor adjustments, it can lead to massive cost savings.

According to Gössling et. al. (2005), "the average energy consumption per bed per night in hotels might be in the order of 31 Kwh.

Hotels generally use more energy per visitor than local residents, as they have energy intense facilities, such as bars, restaurants, and pools, and have more spacious rooms" (Gössling et. al. 2005:6).

Studies have determined that a hotel emits an average 20.6 kg of carbon dioxide per night (Gössling et al., 2005).

Environmental Issues Waste - A study conducted by Bohdanowicz (2005)

also identified that hotels are not only resource intensive and that waste generation is one of the most visible effects on the environment.

One estimate identified "that an average hotel produces in excess of one kilogram of waste per guest per day" (Bohdanowicz 2005:190). Approximately 30 percent of waste in hotels can be diverted through reuse and recycling.

Chemical waste. With hotels there is a high volume of cleaning , cooking, washing involved. The use of detergents and cleaning chemicals can harm the environment if environmentally friendly products are not used.

Environmental Issues Water - Tourists and residents alike require a

clean and dependable supply of water for survival including drinking, cooking and cleansing. However, water is integral to the amenities usually expected by tourists, such as swimming pools, landscaped gardens, and golf courses.

Water also supports industries such as agriculture that support the tourism industry (Pigram, 1995). Thus, tourists demand more water than local residents on a per capita basis (Essex, Kent & Newnham, 2004).

Environmental Issues It has been estimated by Salen (1995) that 15,000 cubic

meters of water would typically supply 100 rural farmers for three years and 100 urban families for two years, yet only supply 100 luxury hotel guests for less than two months (Holden, 2000). In dryer regions, tourists' water consumption can amount to 440 liters a day per tourist, which is almost double the average amount of water used by residents in Spain (UNEP, 2008).

In destinations that do not have the required infrastructure and systems to manage these impacts, severe degradation of the environment can occur. To further demonstrate the environmental impacts of hotels, Appendix one identifies the main environmental impacts from hotel services and development.

Environmental sustainability A. Energy Tracking utility bills can help properties monitor the

effectiveness of their energy conservation initiatives. By installing energy-efficient technologies such as appliances, lighting and heating/cooling systems, hotels can produce cost savings on their monthly utilities bills.

The Otani in Japan installed a new air conditioning and kitchen system, through which it achieved a 14% savings in energy and a 30% carbon emissions reduction. (Ernst and Young, 2008).

The Willard Intercontinental located in Washington D.C. is now running on 100% wind energy power resulting in a 12% decline in energy consumption over the past five years (Willard InterContinental Hotel Washington D.C., 2009). The hotel also offers hybrid cars to their guests.

Energy rating http://www.energy.gov.lk/sub_pgs/aboutus_wh

o.html

http://www.energy.gov.lk/sub_pgs/save_energy.html

Energy

Environmental sustainability B. Water Around the globe, water tables are falling, underground aquifers are being

depleted, lakes are shrinking and wetlands are drying up. Water conservation is necessary in all areas of the world. It is estimated that up to 50% of the water that families used could be saved by implementing simple conservation methods. The savings in energy and sewage treatment costs would all add up. Several hotels have implemented water saving initiatives.

For example, the Willard Intercontinental in Washington D.C. has implemented water-free urinals resulting in savings of 95,000 gallons of water in 2005 (Willard InterContinental Hotel Washington D.C., 2009). Environmentally friendly solutions are also used in the laundry which results in saving tons of chemicals from entering the water system.

The Fairmont Royal York in Toronto saves 476,000 liters of water per day by having an installed water softener that reduces water use for laundry. Previously, the ice machines and freezer units at the Fairmont Palliser in Calgary, Alberta would discharge the water used to cool the compressors. This water is now redirected, reducing the hotels water consumption by 30 percent. The heat energy from these units is also reclaimed to heat the domestic hot water and pool water (Graci and Dodds, 2009).

Water saving

Environmental Sustainability C. Waste The hotel industry can reduce the amount of waste produced by

implementing and following a waste management system that is modeled around the concepts of reduce, reuse and recycle (Greenhotelier, 2004). Approximately 54 percent of a hotel's solid waste can either be recycled or reused (Alexander 2002). A study by Bohdanowicz (2005) identified that "a large proportion (50-60 percent) of the waste materials in an accommodation facility can be recycled or reused."

For example, it has been discovered that the average quantity of unsorted waste materials for Radisson SAS hotels was reported as 3.1 kilograms per guest night in 2002. On the other hand, Scandic Hotels, which has an extensive waste management program, reported an average of 0.515 kilograms of unsorted waste per guest per night (Bohdanowicz 2005:190).

The Westin San Francisco Airport Hotel introduced a recycling program that promotes the recycling of 22 tons of materials and a savings of $6000 annually (Alexander 2002).

Environmental Sustainability

http://www.neptunerecyclers.com/?page_id=12

Do your part to reduce waste by choosing reusable products instead of disposables. Buying products with minimal packaging will help to reduce waste. And whenever you can, recycle paper, plastic, newspaper and glass. If you aren’t doing it already talk to us and get a free recycling bin for your office and home. By recycling half of your household waste, you can save 2,400 pounds of carbon dioxide annually. What more can you do? Share information about recycling with your friends, neighbors and co-workers, and take opportunities to encourage others to contribute to a greener environment and a better future for generations to come

( Neptune Wallampitiya )

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