tourism & hospitality management
TRANSCRIPT
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Tourism & hospitality
management
Appl icat ion in a hote l
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Team
Number
Name
0016 RATNAYAKE M0048 HERATH IWB0038 RAJAPAKSA TN0040 BANDARA MC0022 WEERASURIYA TP
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Special Thanks
To Front office manager
Hilltop Hotel
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Acknowledgement
To Mr. CM
Samarawickrama Senior lecturer and head of the dept.
HNDTHM
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Content
Executive summary
Literature review
Aitken Spence
Front office operations
Hilltop hotel
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Business
Business is an
entity which
makes profits
while managing
risk.
“”
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Tourism and hospitality business
travelling to and
staying in places
outside their usual
environment for not
more than one
consecutive year for
leisure, business and
other purposes.
“
”
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Characteristics of Hospitality Industry
Inseparability
Perishability
Labor-intensive
Repetitive
Intangibility
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Components of T & H Industry
1. Lodging Operations-such as hotels, resorts, motels etc.
2. Transportation Services-such as taxi, train, cruise ships, etc.
3. Food and Beverage Operations-such as restaurants, bars, etc.
4. Retail Stores-such as souvenir shops, etc.
5. Activities-such as recreations, festivals, etc.
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Unique divisions in a hotel
Kitchen OperationsHouse
KeepingFront OfficeF &
B
“
”
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Classification of Functional Areas
Revenue vs. Support Centers
Revenue Centers - those that sells goods or
services to guests
Support Centers - these do not generate
direct revenue, but provide important
backing for the hotel’s revenue centers
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Front-of-the-house - areas that involves guest and employee interaction
Back-of-the-house - areas where interaction between guests and employees is less common.
Front-of-the-house vs. Back-of-the-house
Classification of Functional Areas
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Management
Management is the process
of planning, organizing,
leading and controlling the
limited organizational
resources in order to achieve
organizational goals and
objectives, efficiently and
effectively
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Hotel organization
Managerial terms Limited Organizational resources
o Human resource – employees,
managers
o Physical resource – Lands, rooms
o Financial resource – Money
o Information
o Technology
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Hotel organization
Managerial terms
Objectives”
“Goals
Qualitative
targets
Quantitativ
e targets
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Hotel organization
Managerial terms
“EfficiencyEffectiveness”
Doing the things right
Doing the right things
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Managerial Process
“PlanningSet objectives and
determine strategiesOrganizing”Set limited resources accordingly to the set plans
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“LeadingControl
ling”
Provide Leadership,
inspiration, link to employees
Making sure plans are functioning as expected
Managerial Process
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Managerial Levels
Top level
Middle level
Front level
Man
ag
eri
al
Pyra
mid
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Managerial Skills
Conceptual skills“ Interperson
al SkillsTechnical Skills ”
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Requirement of managerial skills
Top level
Middle level
Front level
Conceptual Skills
Human Skills
Technical SkillsM
an
ag
eri
al
Pyra
mid
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Aitken Spence
History and evolution
Vision
Administration
Hotel Chain
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History and evolutionYear Highlight
1868 Established Thomas Clark & Patrick Gordon Partnership and its name was Clark and Spence
1873 Name changed due to new partners of Aiken brothers and its name was Aitken Spence Co.
1952 Company became Private limited liability company
1972 Invested in its 1st hotel “Neptune”
1974 Started commercial operations in Neptune
1983 Listed at CSE with initial capital of 51 million
1993 Started operations in the Maldives
1994 Commencement of the iconic hotel Kandalama
2005 Rebranding its hotel chain by adding “Heritance”
2012 Acquire full administrative control of the hotel Hilltop
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Vision
To achieve excellence in
all our activities,
establish high growth
businesses in Sri Lanka
and across new frontiers,
and become a globally
competitive market
leader in the region
“”
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Administration
Chairman
Managing Director
Board of Directors
Corporate Management Team
Hotel Management Team
Top
Middle
FrontMan
ag
eri
al
Pyra
mid
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Hotel Chain
Branches network1. Heritance Kandalama2. Heritance Ahungalla3. Heritance Tea Factory4. Heritance Ayurveda
Maha Gedera5. The Sands6. Hotel Hilltop7. Browns beach hotel8. Earl’s Regency9. Bandarawela Hotel
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Front Office Operations
Main ObjectiveGuest CycleFunctions
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Main Objective
Handling Guest cycle effectively and efficiently by providing guest services and maintaining guest accounts
“”
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Guest Cycle
The guest cycle describes the activities that each
guest passes by from the moment he/she calls to
communicate a reservation inquiry till he/she
departs from the hotel.Pre-Arrival
Arrival
Occupancy
Departure
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Guest Services
Reservation
Registration
Occupancy services
Check-out and
history
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Hilltop Hotel
“1981
Established in 2012”
Full acquisition by Aitken Spence
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Profile
3star
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Rooms
73
Standard Rooms 0
1Deluxe room
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Organizational Structure Front office
Front office managerAssistant Front office managerFront office
supervisorsReceptionists/OperatorsTrainees
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SWOT
Strengths
“LocationFriendly staff
Part of one of the strongest businesses in Sri Lanka
Favorable customer responses
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SWOT
Weaknesses “Image among localsNot targeting the local marketCentralized management practices
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SWOT
Opportunities “Increasing per capita incomeImprovements of local
infrastructureEradication of terrorist activities
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SWOT
”Threats Stiff competitionGlobal
instabilityHigh overhead costs
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Findings and Conclusions
In terms of scale and quality Aitken Spence Hotel group is the market leader
Hilltop Hotel is one of the latest acquisition of the group.
Hilltop hotel has friendly staff which is major strength it possesses
Front office operations have much more depth than what we see in the surface
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Front office operations are like the brain of the hotel. If it misfires all other processes would be gone wrong.
Hilltop hotel’s large portion of employees have been recruited as apprentices.
Findings and Conclusions
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Findings and Conclusions
Aitken Spence hotel’s decisions are made by corporate management team which may feel as if it is bit distance away from the hotel’s management team.
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Recommendations
Hilltop hotel should look to expand its promotional efforts.
Aitken Spence management team needs decentralized bit more.
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Recommendations Hilltop should overcome its image as low key hotel in local areas.
Innovations also play vital part in hotel industry and hilltop should introduce innovations in to management practices which seem is being lacked at the moment.
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Encourage Sustainable Tourism Industry
Thank you for your cooperation
Thushan Perera44