2. Scope & Sequence
1. Functions of hotel
2. Hotel as a business
3. Classifications of hotel
4. Rooms Division Operations
5. Food and Beverage Operations
5. Classification of Hotels According to Quality
Ranking
One Star Hotels
Small and independently owned, with a family
atmosphere.
Limited range of facilities and meals.
Lunch, for example, may not be served.
May not have en suite bath/shower rooms.
Maintenance, cleanliness and of an acceptable
standard.
6. Two Star Hotels
Small to medium sized
Wiih an en-suite bath/shower room.
Reception and other staff
Includes food and drinks
Facilities include TV. And telephone
7. 3 star hotels
Greater quality and range of facilities than at the
lower star classifications.
Reception and the other public rooms will be more
spacious
Restaurant will normally also cater for non-
residents.
With fully en suite bath and shower rooms
hair dryer, direct dial telephone, toiletries in the
bathroom.
8. 4 star hotels
Degree of luxury as well as quality in the
furnishings, decor and equipment
Bedrooms are more spacious ,coordinated
furnishings and decor.
The en-suite bathrooms
24-hour room service, laundry and dry-cleaning.
The restaurant has serious approach to its cuisine.
9. 5 star hotels
Spacious and luxurious accommodation ,best international
standards.
Interior design shows comfort and elegance.
Services should be formal.
Staff will be knowledgeable, helpful, well versed in all aspects
of customer care, combining efficiency with courtesy.
10. Classification of Hotels
Location Service
City center hotels Casino
Resort hotels Convention
Airport hotels
Freeway hotels
11. Classification of Hotels According
to Size
a. Small hotels : up too 100 rooms
b. Medium hotels : 100 – 200 rooms
c. Medium – Large : 200-500 rooms
d. Large hotels : over 500 rooms
14. Main Functions of Rooms Division
1. Financial responsibility of the dept.
2. Employee satisfaction
3. Guest satisfaction
4. Guest service
5. Guest relations
6. Security
7. Gift shop
15. Department of Rooms Division
1. Front Office
2. Reservation
3. Housekeeping
4. Concierge
5. Guest services
6. Bell services
7. Valet
18. Duties of Front Office
• Receive reservations for accommodation from
clients, either in person or by telephone, fax or
email
• Take guests' details and allocate their rooms
• Talk to transport carriers (e.g. airlines,
bus companies, rental car agencies) to make travel
arrangements for guests and to find lost luggage
19. provide tourist information to guests
make reservations for sightseeing tours, restaurants, the
cinema and live entertainment
deal with enquiries and requests from guests
take messages for guests
calculate guests' bills and issue receipts upon payment
arrange accommodation for guests travelling to other
destinations
perform cashier duties, cash travellers cheques and exchange
foreign currency
20. place guests' possessions in a safe if requested
coordinate the cleaning of guests' personal laundry, shoe
shining and room service deliveries
follow in-house procedures to help ensure the security of
guests and employees
perform general secretarial duties, such as preparing
correspondence and attending to a switch board. In a small
or medium-sized hotel, all of the above duties may be
carried out by one person.
21. Night Auditor
Closes the books on a daily basis
Posts charges
Balances guest accounts
Completes daily report
22. Room Occupancy Percentage
ROP = Rooms Occupied
Rooms Available
Example : If the hotel has 850 rooms and 622 are occupied
ROP = 622 = 73%
850
23. Activity
Your hotel has 275 rooms. Last
night 198 were occupied. What
was the occupancy percentage
24. Average Daily Rate:
Ave. Daily Rate = Rooms Revenue
Rooms Sold
If rooms revenue is 75,884
Total no. Of rooms 622
ADR = 75,884 = 114.63
662
25. Sources of Reservations
1. Telephone (fax, letter, cable)
2. Corporate
3. Travel Agents
4. Internet
5. Meeting planners
6. Tour operators
7. Referral from another company
8. Airport representatives
9. Walk in
26. Types of Reservation
1. Confirmed reservation – reservation made with
sufficient time for a confirmation slip to be
returned by a client by mail or fax.
2. Guaranteed reservation – client pays for the first
night prior to his/her arrival.
3. Regular reservation / Non-guaranteed – not paid
in advance and the room is held until a specified
time on the date of arrival.
27. Telephone Exchange (PABX)
In house communications
Guest communications (pagers & radios)
Voice mail
Faxes
Messages
Emergency center
28. GUEST SERVICES/UNIFORMED SERVICES
DOORMAN
Greet guests
Assist in opening/closing
automobile doors
Remove luggage from
trunk
Hailing taxis
Keeping hotel entrance
clear of vehicles
29. BELLMAN
Handles guest’s luggage
Escort guest to their room
Provide information on
hotel amenities and
services
34. Activity:
Go to a hotel’s website (at least 3 hotels )and find the price of
booking a room for a date of your choice.
Compare their prices.
Your hotel has 275 rooms. Last night 198 were occupied. What
was the occupancy percentage
37. Skills need by a Food & Bev.
Director
Exceeding guests’ expectations in food and beverage
offerings and services
Leadership
Identifying trends
Finding and keeping outstanding employees
Training
Motivation
Budgeting
Cost control
Finding profit from all outlets
Having a detailed working knowledge of the FOH
operations
39. Kitchen
EXECUTIVE CHEF
A hotel kitchen is under
the charge of the executive
chef, he is in charge for
the efficient and effective
operations of the kitchen
food production.
40. Controlling cost
Food cost is the actual peso value of the
food used by an operation during a certain
period. It includes the expense incurred when
food is consumed for any reason. Food cost
includes the cost of food sold, given away,
wasted or even stolen.
41. Calculating Food Cost and Food Cost
Percentage
1. Book Method
Gross Food Cost = (Cost of direct issues + storeroom
issues)
Net food Cost = (Gross Food cost – credits to food cost)
Food Cost Percentage = (Net Food Cost ÷ *Net Food
Sales) x 100
*Net Food Sales = (Gross sales – Tax – Service Charge)
42. Where in:
Cost of direct issues- cost of goods that were delivered within the
day or within the costing period and endorsed directly to the
kitchen right after the receiving transaction. This data can be
taken from the receiving summary of the receiving clerk.
Cost of store issues- refer to the cost of goods that were stored in
the storeroom and later issued to the kitchen out of their
requisitions. The data can also be gathered from the records of
requisition and issuance.
Gross food cost- the total cost of all direct issues and store issues.
43. Credits- refer to consumption that were taken from the goods
purchased but did not generate sales. For example, food eaten by
officers as part of officers’ meal or food served to employees as
part of their meal privilege.
Net food cost- cost of goods after the credits are deducted from the
gross food cost
Net food sales- is the net income derived by deducting allowable
taxes and service charge from the gross sales
Food cost percentage- is the ratio of net food cost over net food sales.
44. Labor Cost
Labor Cost Percentage = Labor Cost
Food Sales
Example :
Food sale is 1,000 and the labor cost is 2.50
Labor Cost % = 2.50 = 25%
1,000
47. Duties of a Bar Manager
Supervising the ordering process and storage of wine
Preparing a wine list
Overseeing a staff
Maintaining cost control
Assisting guest with their wine selections
Proper service of wine
Knowledge of beers and liquors
55. Bar efficiency is measure by the pour/cost
percentage. Food and Bev. Director expect a
pour cost control of between 16-24 percent.
Operations with lower pour cost control have
more efficient control system.
56. Portion Size Control- Portion size control is the
standardization of beverages in order to control both
quantity of liquor and quality of the drink. It is vital to create
a method for pouring exact portions because you are often
dealing with numerous bartenders and possibly high
turnover. The point here is consistency. Meeting customer
expectation may even be more important for good profit
than setting your drink prices correctly. Another advantage
of consistency is accurate control of the amount of liquor
poured. If you control the quantity of liquor, you also
control costs. In this way, you can maintain your cost-to-
sales-ratio and protect your profit. to achieve all of this,
standardize three elements of each drink: size, recipe and
57. Another advantage of consistency is accurate control of the
amount of liquor poured. If you control the quantity of
liquor, you also control costs. In this way, you can maintain
your cost-to-sales-ratio and protect your profit. to achieve all
of this, standardize three elements of each drink: size, recipe
and glass.
58. Beverage Cost Control
Pour cost percentage – is obtained by dividing the cost of depleted
inventory by sales over a period of time.
Portion Size Control- is the standardization of beverages in order
to control both quantity of liquor and quality of the drink.
59. 3 Common Methods of Measuring
liquor
Automated pouring device- using an automated pouring device,
the major ingredients are measured and dispensed through a
handgun or specialized pourer. These shut-off at pre-established
amounts per drink.
Using jigger- the bar staff pours drinks using an established
jigger size and to fill them only to the line on the jigger.
Free-pour- this is a subjective form of measurement that
involves turning the bottle, with a pourer in place, and pouring
upside down at full force. The bartender counts in his head to
pour an ounce.
60. Other beverage controls
Monitoring the stock of each beverage item at all times using a
bin card. A typical bin card shows the brand name, bottle size,
quantity on hand, and bin or inventory code, number. The
minimum or maximum stock levels may also be recorded on
the cards, as this information makes it easier to determine
purchasing needs. The card is then affixed to appropriate shelf.
Bin cards note each entry and exit of a product. They are also
very useful in a perpetual inventory system.
63. Serve Safe Alcohol
If a guest becomes intoxicated and is still served
alcohol or a minor is served alcohol and is involve
in a accident, then the server of the beverage, the
bar person, and the manager may be liable for the
injuries sustained by the person who was harmed
64. Stewarding Dept.
Functions of the Chief Steward:
- Cleanliness of the back of the house.
- Maintaining clean glass wares, china and cutlery
- Maintaining strict inventory control and monthly stock
check.
- Maintenance of dishwashing machines.
- Inventory of chemical stock
- Sanitation of kitchen, banquet aisles storerooms, walk-in
freezers, and all equipment
- Forcasting labor and cleaning supplies
65. Catering Department
Catering includes a variety of occasions when people may eat
at varying times, it has a broader scope than banquet.
Banquets refers to the group of people who eat at one time
and in one place
66. 2 Divisions of Catering
On-premise – the event is catered in the hotel
Off-premise - the event is catered away from the
hotel
67. Duties of Catering Director
Sell conventions, banquets and functions
Lead a team of employees.
Set individual and department sales and cost budgets
Set service standards
Ensure the catering department is properly maintained.
Be extremely creative and knowledgeable about food and wine
service
68. Duties of Catering Coordinator
He handles and control the “bible” or function diary .
He/she must see that the contracts are correctly prepared
and checked
69. Catering Services Manager
Responsible the service of all functions
Supervising the catering house persons in setting up the room.
Cooperations with the banquet chef to check menus and service
arrangements.
Check the cleint’s satisifaction on room set-up, food and
beverage service.
Making out client bills immediately after the function.
Calculating and distributing the gratuity and service charge for
the service personnel.
70. Client list of Catering
Trade show Fraternal market
Exhibitions
Various companies
Groups
Association
Military
Education
Religious groups
73. Typical Room Set-ups
Theater Style
Rows of chairs are places
with a center group of chair
of chairs and two aisle
74. Classroom Style
Tables usually slim (18 inch
ones).
Usually takes about three
times as much space as
theater style and takes
more time and labor to set
up and break down
75. Horsehoe Style
Frequently used when
interaction is sought among
the delegates such as training
sessions and workshops.
77. Catering Event Order
Known as “banquet event
order”
Is prepared/completed for
each functions to inform not
only the client and the hotel
personnel about essential
information
79. Trends in Lodging Food & Bev
Operations
The use of branded restaurants instead of hotel operating their
own restaurants.
More casual restaurants and beverage
Theme restaurants
Beverage outlets are converted into a sports themed bar.
Uses of the latest technology
More low fat-low carb menu items
80. Assignment
Visit a hotel restaurant in your area. Make a note of how
busy the establishment is.
Does it satisfied with the appropriate number of employees
Contact a bar manager in your area. Discuss with him/her
how to monitor pilferage and overpouring
Editor's Notes
In the hotel context, the word ‘accommodation’ means a place to stay, and especially a place in which to sleep, that is, a “lodging place”. In addition to a room in which to sleep, furniture - and particularly a bed - will be provided, as will wash/bathing facilities and toilet facilities. Some hotels provide accommodation for long-staying guests, sometimes called “permanent residents”. But the majority of hotels provide accommodation for relatively short-staying and temporary residents, and a very large proportion of such people are ‘travellers’. By “travellers” we mean those who are away from their “homes” - the places where they normally reside. With the exception of commercial travellers and others whose occupations require them to be constantly “on the move”, most people live the greater part of the year at home. In the course of their daily lives most people leave their homes quite often for one reason or another: to go shopping, to go to work, to attend educational and/or training classes, to visit friends and relations, to engage in sporting activities or for recreation, and so on; the reasons can be many and varied. But, in general, they return to their homes at night. However, more and more people are spending part of the year “ away from home” - on business, on holidays/vacations, or for other reasons - and many of them stay in hotels whilst they are away from home. Many travellers require more from hotels than accommodation alone; they have other needs or wants to be provided for. We therefore see that the primary function of hotels is: To provide accommodation for those away from home, and to supply such people with at least their basic needs
People might become involved in or with the hotel industry for many different reasons, and in different ways. Some people might secure employment in a hotel, perhaps starting in a fairly junior position and gradually gaining promotion as practical experience is gained and as theoretical knowledge is acquired from on-the-job training and/or the study of a Program such as this one; eventually managerial positions might be reached. Other people might decide - as individuals or as groups (e.g. in partnerships) - to start, or to take over the running of, a small hotel; commonly this is done by a husband and wife “team”, frequently one or both of the "partners" having had some prior hotel experience. Whether a person is working - or plans to work - in a hotel as its owner- manager, as part of a team or partnership, or as a “paid manager” (and these roles can vary at different stages in one’s career) it is essential that he or she never forgets that a hotel is a business. In effect, he or she is involved in business management; and the aim of any business is to produce rewards or “returns” for its owner(s) in the form of profits. And in order to secure such gains, the resources of a hotel - its buildings, equipment and staff, must all be wisely used, and every effort must be made to satisfy guests: the ‘paying customers’ of a hotel business. The foregoing apply whether a particular hotel is small or very large. Of course there are many variations, but the basic principles remain the same. In a small hotel its manager might, of necessity, perform a variety of jobs; a larger hotel will be “departmentalised” so that most of its managerial staff perform specialised work, whilst its general manager may be remote from the actual day to day running of the business. Despite those differences, their common aims MUST be: to satisfy their guests, and to run profitable businesses, and the second cannot be achieved unless the first is regularly achieved. Satisfied guests of a hotel might: (a) return to that hotel for further stays, and/or (b) recommend that hotel to other potential guests. In either case the income or revenue of the hotel will increase, and that in turn is likely to increase its profitability as a business. Dissatisfied guests of a hotel might: (a) decline to return to that hotel for further stays, and/or (b) not only not recommend that hotel to other potential guests, but perhaps even dissuade other people from staying at that hotel. In either case the income or revenue of the hotel will be less than it should be, and that in turn is likely to decrease its profitability as a business - and perhaps even result in it making a loss. You can therefore see how essential it is that a hotel's guests are satisfied with their stays at it. In this Program we examine together the many and varied amenities and services which hotels need to provide in the best and most efficient ways in order to ensure ‘guest satisfaction’.
City center – are usually located in large cities usually along business districts. Ex. Shangri-la, Manila Pavilion Resort hotels – usually seen in areas of great scenic beauty with outstanding recreational facilities Ex. Fort Ilocandia, Boracay Regency Airport – near the airport to cater the flying market, usually the business travellers Ex. Heritage Hotel Manila Freeway hotels – usually located in isolated areas where there is no competition where in they could charge higher rates
Rooms Division is the name of the department within a hotel that includes housekeeping, concierge, porters, and sometimes front and back office as well.
The front office is considered the hub or nerve of the hotel. It is the department that makes a first impression on the guest and one that the guest relies on throughout his/her stay for information and service. A front desk must be able to work under pressure. Constant interruptions to the actual work of the front desk occur and employees are always on stage, it is necessary to maintain composure even during of apparent panic.
The term “reservation” refers to an arrangement by which lodging operators hold accomodation for guest who will be arriving at some later part.
The Telephone Exchange Section of the vital part of the smooth running of the hotel. This underlines the importance of prompt and courteous attention to all calls and calm under pressure. It operates 24 hrs/day (having 3 shifts)
The “Guest Service” consist of door attendants, bell persons and concierge. People in these positions usually receive gratitudes or tips from guest for their services
A hotel concierge position requires a passion for and an understanding of travel and the travel industry. While a degree in hospitality or other related field is often preferred and sometimes required, an in-depth knowledge of the hotel's local area is essential. The concierge position is often demanding and fast-paced, requiring excellent time management and problem-solving skills. On a daily basis the concierge will interact with guests from varied backgrounds and walks of life, and therefore an amicable personality is a must for a successful concierge--fluency in one or more foreign languages is also a plus.
Working as a hotel concierge means that your focus is to ensure that the needs and requests of hotel guests are met, and that each guest has a memorable stay. The hotel concierge is expected to be an expert on his local area. Guests will approach the concierge with questions, seeking suggestions, and demanding problem resolutions. Often concierges will make reservations for restaurants, spas, shows and special events. Requests from guests can range from arranging transportation or providing directions to even the most outlandish seemingly impossible outing. The concierge must make an effort to develop relationships with local business owners and VIPs in order to facilitate the fulfillment of her guests' requests.
Housekeeping is responsible for the cleanliness, appearance, and condition of the entire hotel. This includes the public areas. It is the largest department in terms of number of people employed.
Security division is responsible for maintaining security alarm system, protecting the personal property of guest and employees and the hotel
Food and Beverage operation can be critical to the overall success of some lodging operations. For a number of luxury establishment, the quality of food and beverage products are among their major attractions
In the hospitality industry, the food and beverage division is led by the director of food and beverage. He reports to the Gen. Manager. He is responsible for the efficient and effective operation of the various departments.
Some executive chefs are now called “kitchen managers”. Executive chef of a large hotel manages the kitchen and may not do much cooking. he delegates ordering, hiring and firing decisions. Sous chef are the ones most in control of the production, under the sous chef are the station chef, which they make their own decisions.
Controlling cost is an essential part of food and beverage operations, and because labor cost represent the most significant variable cost, staffing becomes an important factor of a day to day operation.
Operating a restaurant involves many expenses. Essentially, you incur labor costs when you have employees working for you. Labor is an operational expense in just about any restaurant, predominantly including hourly wages for staff members. Many restaurants hope to run a labor percentage below approximately 20 percent. When the costs begin to climb, anxiety levels rise as well. Still, simply paying your employees less will not solve labor cost issues. The keys to controlling labor costs are improving workplace productivity and scheduling your employees wisely.
Increasing productivity improves your overall operation by building employee skills and confidence. Take time to provide your staff with sufficient training and communication. -Cross-training is beneficial to both the employee and the business, since the worker will have a wider range of skills and be able to help in multiple areas of the restaurant. This allows the manager to schedule fewer workers while still being able to achieve the same production and service standards. Some suggestions for cross-training include: Train your prep cook to handle the grill Train your hostesses to work as back-up servers Train bussers to help run food to customers - Another great way to help improve productivity is to perform regular audits. Take the time to watch and assess your employees’ performances. If you find that a large portion of your employees’ work days includes inordinately long breaks or downtime, it might be wise to revise your schedule. Conducting face-to-face reviews with each member of the staff will help communicate your thoughts and concerns.
Hotel bars allow guest to relax while sipping on a cocktail, after a hectic day. This opportunity to socialize for business or pleasure is advantageous for both guest and the hotel.
Bars are run by bar managers.
Bar efficiency is measure by the pour/cost percentage. Food and Bev. Director expect a pour cost control of between 16-24 percent. Operations with lower pour cost control have more efficient control system. Portion Size Control- Portion size control is the standardization of beverages in order to control both quantity of liquor and quality of the drink. It is vital to create a method for pouring exact portions because you are often dealing with numerous bartenders and possibly high turnover. The point here is consistency. Meeting customer expectation may even be more important for good profit than setting your drink prices correctly. Another advantage of consistency is accurate control of the amount of liquor poured. If you control the quantity of liquor, you also control costs. In this way, you can maintain your cost-to-sales-ratio and protect your profit. to achieve all of this, standardize three elements of each drink: size, recipe and glass.
Check the youtube for measuring liquor
Check the picture of a bin card for beverage.
Pilferages – employees dilute the liquor with water or colored liquid, sell the additional liquor and pocket the money. Some bartenders over pour the liquor to receive more tips.
In some hotels, the steward’s department is responsible for keeping the kitchens clean. This generally done at night to prevent disruption of the food production operation. The chief steward’s job can be an enormous and thankless job
Catering department is extremely complex and demanding, it is important to be innovative at all times.
The term room service referred to all services to hotel guest rooms. The intention is to bring the dining experience to the room with quality food beverage service.
