Lecture 1 introduction to hospitality management

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  • Small hotels have limited facilities that may include a small lounge, a function/conference room and a simple sports recreation or relaxation facility.Larger hotels have more guestrooms and are equipped with some or all facilities that may include 24 hr. reception and information service, resto and entertainment centers.
  • Hotel category are being classified for the purpose of accreditation. Internationally, hotels are classified by star schemes; in the country, the Philippine Department of Tourism are classified into deluxe, first class, standard and economy hotels.Accommodation establishments in the Philippines are advised to apply for accreditation at the Department of Tourism.
  • Twin – two single bedsDouble – one double or matrimonial bed, good for two paxDouble-double – 2 double or queen beds occupied by two or more personsTriple room - Occupied by three paxQuadruple room can be occupied by four people and may have two or more bedsFamily room – with at least one double bed, with 1 or more beds; designed to accommodate one small family.Connecting rooms – have 2 rooms or more with entrance doors from the outside and a door between them.Economy – room designed for an economical rate; standard facilities like air con, television, and other amenities.Standard – room sold at moderate rate, equipped with standard facilities and amenities like private bath and toilet with toiletries, a tv, bed with complete linen, night table.Deluxe – more spacious and more elegant in design than the standard room and is provided with more amenities that are more sophisticated or elegant. And are sold at a much higher priceSuite – a much larger room with superior amenities and facilities; with one or more full size bedrooms.
  • Junior Suite – room with bed and a sitting area (usually a lounge); small, separate bed, connected to the living room or parlor; also called a mini suite.Corner suite – is a suite room that is located on the corner of the hotel building; usually covers the same area that is occupied by two standard rooms. Penthouse suite – located on the penthouse or top floor of the building.Executive suite – for top executive with facilities and amenities of superior quality.Hospitality suite – is more than a sleeping room and is designed to include a function room or parlor for entertaining guest’s visitors.
  • Single bed - approx. 36x75 inchesDouble bed - accommodate a couple or two individual; approx. 54x75 inchesQueen bed - extra long, extra wide bed; 60 x 80 inchesKing bed - extra long, extra wide; 78x80 inchesRoll away bed – portable bedPull out bed – inserted into a bed and pulled out when used; advisable for small rooms as it is space saving.Sofa bed – is a couch that is converted into a bed.
  • VIP – refers to a well renowned guest like high ranking official who warrants special treatment and handlingVVIP – highly renowned person who deserves extra special treatmentFIT – refers to a tourist or a traveler who is traveling alone or is not with any groupJoiner – is a person joining another guest in the same room.Sleep-out: when a guest keeps the room but does not stay in.
  • Lecture 1 introduction to hospitality management

    1. 1. INTRODUCTION TO HOSPITALITY MANAGEMENT Lesson One1 Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, VisCa Baybay City Leyte
    2. 2. Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, 2 VisCa Baybay City LeyteTHE HOSPITALITY INDUSTRY
    3. 3. CATÉGORIES » ACCOMMODATIONESTABLISHMENT  SUITES-a level of service provided by a hotel for a guest who desires at-home service SUITES  HOTEL- a commercial establishment HOTEL offering lodging to travelers and sometimes to permanent residents, and RESORT often having restaurants, meeting rooms, stores, etc., that are available to PENSSIONNE HOUSE the general public. Tourist Inn  RESORT- a place to which people frequently or generally go for relaxation Motorist Hotel (Motel) 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 3
    4. 4. TYPE OF HÔTELSLocation Size  city centre  City centre hotels- big VisCa Baybay City Leyte Management Visayas State University, Consumer, Hospitality & Tourism Aireen Y. Clores, MBA;DBMHM Dept. of  Suburban / downtown  Small : less 25  airport  Medium :25-99  main road  Large :more 100  resort  Major :more 300  country 4
    5. 5. TYPE OF HOTELS:Length of stay: Price: VisCa Baybay City Leyte Management Visayas State University, Consumer, Hospitality & Tourism Aireen Y. Clores, MBA;DBMHM Dept. ofMay be influenced by May be determined by type of guest  Location  transient :short  Extent and quality of services  resort :week +  Service standards (the  conference :2-3 days number of hotel staff per room )  Luxury 900 staff for 300 room hotel (3:1)  Moderate 600 staff for 300 room hotel (2:1 5
    6. 6. HOTEL CLASSIFICATION SCHEMES (STARS)     Luxury: offering Hotel the highest international  De luxe Class standards  First class    Exceptionally VisCa Baybay City Leyte Management Visayas State University, Consumer, Hospitality & Tourism Aireen Y. Clores, MBA;DBMHM Dept. of  Standard well-appointed hotels, high  Economy standards, all rooms with bathroom, bath, shower, Resort toilet  AAA   Well-appointed.  AA Private bathroom/shower. Meal facilities  A  SIR or special interest resort  (TV & telephones in rooms) Bath or shower small. Adequate bath or lavatory. 6
    7. 7. HOTEL GUEST ROOMS► ROOM RATESNumber and type of beds Price and type of facilitiesand Layout and amenities VisCa Baybay City Leyte Management Visayas State University, Consumer, Hospitality & Tourism Aireen Y. Clores, MBA;DBMHM Dept. of  Twin room  Economy  Double room  Standard  Double-double  De luxe or enhanced  Triple room guestroom  Quadruple room  Suite  Family room  Connecting rooms 7
    8. 8. Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, 8 VisCa Baybay City Leyte TRIPLE ROOMHOTEL GUEST ROOMS
    9. 9. Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, 9 VisCa Baybay City Leytesuites Suite •Hospitality •Penthouse •Executive •Corner•Junior Suite Suite SuiteTYPES OF HOTEL SUITES
    10. 10. GUEST ROOM BEDS CLASSIFICATION •Single bed •Double bed •Queen bed •King bed •Roll away bed •Pull out bed •Sofa bed 10
    11. 11. •Bed linens Bed Pad STANDARD •Make up and DND hang •Closetwith at least 2 hanger per occupant •Dresser table with vanity mirror ROOM AMENITIES •Nighttable with table lamp and chair •Thermo jug filled with cold water, accompanied by 2 covered glass •Safety materials •Information materials Bed Cover •Guest laundry list with prices, along with a laundry bag Bed skirt •Garbage can, underlined with plastic liner •Aircondition and telephoneDresser with vanity mirror •bathroom amenities (bath towel, bath mat, soup (1 per occupant), toilet tissue, sanitary bag 11
    12. 12. Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, 12 VisCa Baybay City LeyteSET UP OF BATHROOM AMENITIES Linens Facial Tissue Soap dishMirror
    13. 13. HÔTEL TERMINOLOGIES Guest description VIP – Very Important  Sleep-out Person  Stay-over: anticipâtes VVIP –Very very important check-out but remains his Person departure date or any FIT –free Independent guest who stays traveler or Foreign overnight. Individual Traveler  Walk in Joiner 13
    14. 14. ROOM STATUS TERMS Occupied Vacant and ready Complimentary Out-of-order Lock-out VisCa Baybay City Leyte Management Visayas State University, Consumer, Hospitality & Tourism Aireen Y. Clores, MBA;DBMHM Dept. of Stayover On-change DNCO Do not disturb Due out Check-out Sleep-out Late check-out Skipper Sleeper 14
    15. 15. 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 VisCa Baybay City Leyte Management Visayas State University, Consumer, Hospitality & Tourism Aireen Y. Clores, MBA;DBMHM Dept. of 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. 15
    16. 16. HÔTEL ORGANIZATION  The Rooms Division VisCa Baybay City Leyte Management Visayas State University, Consumer, Hospitality & Tourism Aireen Y. Clores, MBA;DBMHM Dept. of  Housekeeping Department Directly involved in  Front Office Department operations and  Linen and Laundry Department service delivery  Food and Beverage Division  Administrative Division 16
    17. 17. Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, 17 VisCa Baybay City LeyteDO YOU THINK YOU ACQUIRE THE REQUIRED COMPETENCY TO WORK IN THE HOSPITALITY INDUSTRY?
    18. 18. 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 18 Visayas State University, VisCa Baybay City
    19. 19. Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, 19 VisCa Baybay City Leyte Knowledge Visible  SkillELEMENTS OF COMPETENCY   Self Concept Motives  Traits Hidden 
    20. 20. ABILITIES • power or capacity to do or act physically, mentally, legally, morally, financially, etc. Traits VisCa Baybay City Leyte Management Visayas State University, Consumer, Hospitality & Tourism Aireen Y. Clores, MBA;DBMHM Dept. of a distinguishing characteristic or quality, esp. of ones personal nature Characteristics a distinguishing feature or quality 20
    21. 21. 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 VisCa Baybay City Leyte Management Visayas State University, Consumer, Hospitality & Tourism Aireen Y. Clores, MBA;DBMHM Dept. of • Manage and resolve conflict questions • Comply with workplace hygiene procedures Characteristics • Promote hospitality products and services 21
    22. 22. Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, VisCa Baybay City LeyteQUALIFICATIONS 22
    23. 23. PHYSICAL PROJECTION 1. Grooming and Hygiene MALE FEMALE  Consider tie hair  Stockings  Hair should be cut close  Light and proper  Not spotless uniform; well ironed make-up  Tidy nails  Unexcessive  Guard against body odor jewelry  Close shave  Clean teeth Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management 23 Visayas State University, VisCa Baybay City
    24. 24.  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 24 Visayas State University, VisCa Baybay City
    25. 25. 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 Aireen Y. Clores, MBA;DBMHM Dept. ofConsumer, Hospitality & Tourism Management 25Visayas State University, VisCa Baybay City
    26. 26. MENTAL STATE OF MIND Self discipline o Updates oneself continuously with the house rules and regulation o Proper behavior brings reputation to your self, recognition and better person o Amend mistakes immediately o Improve skills Courtesy o Should be inherit in one`s nature and a sign of one`s desire  Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management 26 Visayas State University, VisCa Baybay City
    27. 27. THE FRONT OFFICE
    28. 28. 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 VisCa Baybay City Leyte Management Visayas State University, Consumer, Hospitality & Tourism Aireen Y. Clores, MBA;DBMHM Dept. of 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 28 include in his or her summary?

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