lecture 1 introduction to hospitality management
TRANSCRIPT
INTRODUCTION TO HOSPITALITY MANAGEMENTLesson One
Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management
Visayas State University, VisCa Baybay City Leyte
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THE HOSPITALITY INDUSTRY
Hospitality has been important from ancient timeto the present day--all over the world.
"There is an emanation from the heart in genuine hospitality which cannot be
described, but is immediately feltand puts the stranger at once at his ease.“
-Washington Irving
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CATÉGORIES » ACCOMMODATION ESTABLISHMENT
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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
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TYPE OF HÔTELS
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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
Location Size
TYPE OF HOTELS:
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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
Length of stay: Price:
HOTEL CLASSIFICATION SCHEMES (STARS)
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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
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Twin room Double room Double-double Triple room Quadruple room Family room Connecting rooms
Economy Standard De luxe or enhanced
guestroom Suite
Number and type of beds and Layout
Price and type of facilities and amenities
HOTEL GUEST ROOMS
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TRIPLE ROOM
TY
PES
OF H
OTEL S
UIT
ES
•Junior suites
•Corner Suite
•Penthouse Suite
•Executive Suite
•Hospitality Suite
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GU
ES
T R
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ATIO
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•Single bed
•Double bed
•Queen bed
•King bed
•Roll away bed
•Pull out bed
•Sofa bed
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STA
ND
AR
D R
OO
M A
MEN
ITIE
S
•Bed linens
•Make up and DND hang
•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
•Information materials
•Guest laundry list with prices, along with a laundry bag
•Garbage can, underlined with plastic liner
•Air condition and telephone
• bathroom amenities (bath towel, bath mat, soup (1 per occupant), toilet tissue, sanitary bag
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Bed Pad
Bed Cover
Bed skirt
Dresser with vanity mirror
SET U
P O
F B
ATH
RO
OM
AM
EN
ITIE
S
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Mirror
Facial Tissue
Soap dish
Linens
Amenity Basket
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HÔTEL TERMINOLOGIES
VIP – Very Important Person
VVIP –Very very important Person
FIT –free Independent traveler or Foreign Individual Traveler
Joiner
Sleep-out Stay-over: anticipâtes
check-out but remains his departure date or any guest who stays overnight.
Walk in
Guest description
ROOM STATUS TERMSA
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· 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
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 re-
enter 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
day’s 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 hotel’s standard check-out time.
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HÔTEL ORGANIZATION
The Rooms Division Housekeeping Department Front Office Department Linen and Laundry Department
Food and Beverage Division Administrative Division
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Directly involved in operations and service delivery
DO YOU THINK YOU ACQUIRE THE REQUIRED COMPETENCY TO WORK
IN THE HOSPITALITY INDUSTRY?
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Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, VisCa Baybay City Leyte
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COMPETENCIES
Abilities
Treats
Characteristics
it is a standardized requirement for an individual to properly perform a specific job
ELEMENTS OF COMPETENCY
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Hidden
Motives Traits Self Concept
Visible
Knowledge Skill
ABILITIES
• power or capacity to do or act physically, mentally, legally, morally, financially, etc.
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Traits
Characteristics
a distinguishing characteristic or quality, esp. of one's personal nature
a distinguishing feature or quality
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
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Traits
Characteristics
• Manage and resolve conflict questions• Comply with workplace hygiene procedures
• Promote hospitality products and services
QUALIFICATIONS
– a condition or circumstance that
must be met or complied with
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Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, VisCa Baybay City Leyte
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PHYSICAL PROJECTION 1. Grooming and Hygiene MALE
Hair should be cut close Not spotless uniform; well
ironed Tidy nails Guard against body odor Close shave
Clean teeth
FEMALEConsider tie hairStockings Light and
proper make-upUnexcessive
jewelry
Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, VisCa Baybay City Leyte
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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
Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, VisCa Baybay City Leyte
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5. Attitude! Comes from with in! The enthusiasm of taking his or her wok! Cooperative! Initiative! Salesmanship! honesty
4. OrderlinessKeep forms arrangedPens must be in holdersKeep counter tops free from articlesComputers must always be readyDesigns must be all setRegistration form should be in order
Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, VisCa Baybay City Leyte
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MENTAL STATE OF MIND
Self disciplineo Updates oneself continuously with the house rules and regulationo Proper behavior brings reputation to your self, recognition and better
persono Amend mistakes immediately o Improve skills
Courtesyo Should be inherit in one`s nature and a sign of one`s desire
THE FRONT OFFICE
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HOMEWORK: CASE STUDY 101Professor 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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