Week (1) part oneIntroduction to Hospitality/Front Office
Welcome to the HospitalityIndustryWeek (1)           Introduction to Hospitality/Front Office
After Reading and Studying This Chapter, You Should BeAble to:     Describe the characteristics of the hospitality      i...
Basic Characteristics of hospitality industry   The hospitality industry is part of the travel and tourism    industry.  ...
continued.    Travel and tourism is one of the largest industries in the     world.    The hospitality industry is a fas...
Introduction to Hospitality/Front Office
Accommodation as Part of the Travel andTourism/Hospitality IndustryTravel and Tourism Industry: All businesses that cater...
Lodging as Part of the Travel andTourism/Hospitality Industry Hospitality Industry includes: –  Accommodations –  Foodser...
Scope of Hospitality and Tourism Industry Travel                                   Meetings, Conventions and    Air    ...
Cruise attendants       Introduction to Hospitality/Front Office
Airlines crews          Introduction to Hospitality/Front Office
Rail Attendants              Introduction to Hospitality/Front Office
Events and conventions           Introduction to Hospitality/Front Office
Scope of the Hospitality-Tourism Industry         Introduction to Hospitality/Front Office
Characteristics of the Hospitality Industry Product is intangible and perishable No such thing as business hours Hospit...
Hospitality and Tourism Largest and fastest growing industries Common dynamics    Delivery of services and products   ...
“Seven Deadly Sins of Service”1.   Apathy (absence of passion)2.   Brush-off (To ignore or behave coldly     toward;3.   C...
For Success in Service We Need to: Focus on the guest Understand the role of the guest-contact employee Weave a service...
Week (1)Introduction to Hospitality/Front Office
Competencies forThe Hospitality Industry  On completion of this unit the student will able to:  1. Classify hotels in term...
Competencies for     The Lodging Industry4. Identify factors that affect travelers’ buying decisions and   describe what h...
Type of accommodation   It is very important to be aware of all the different types    of establishments offering accommo...
cont.4 star : Exceptionally well appointed establishment with restaurant and room service from0700-2300- porter available...
Types of Accommodation Venue               Introduction to Hospitality/Front Office
Identify guests and target markets• Hotel or Inn: An establishment whose primary business is  providing lodging facilities...
Cont.        Guest: are the customers of the hospitality industry.         The are the people who pay for the services an...
Four General ways of classifying hotel         Hotels are classified by : 1. Hotel size 2. Target markets 3. Levels of ...
Types of Hotels        ·     Commercial hotels/corporate hotels        ·     Airport hotels        ·     Suite hotels     ...
Types of Hotels (continued)      · Bed and breakfast hotels      · Vacation ownership and condominium hotels      · Casino...
Hotels  Commercial                                                  Airport hotels    /corporate Hotels    Located in dow...
Corporate hotel          Introduction to Hospitality/Front Office
Corporate hotelIntroduction to Hospitality/Front Office
Airport Hotel                Introduction to Hospitality/Front Office
Hotels ( continued)Suite Hotels                                               Resorts HotelsSuite hotels are among the   ...
Resort Hotel               Introduction to Hospitality/Front Office
Hotels ( continued) Vacation ownership                                         Casino Hotels  hotel/time share hotel    ...
Casino Hotel      Introduction to Hospitality/Front Office
Serviced ApartmentsIntroduction to Hospitality/Front Office
Extended Stay HotelIntroduction to Hospitality/Front Office
Extended Stay Hotels gives you the choice of budget studios forbusiness travel, relocation, temporary housing or vacations...
Levels of Service•   There are three levels of service:•   World-Class Service•   Mid-Range service•   Economy/limited Ser...
World-class Service World-class service –sometimes called luxury  service. Attract top business executives, entertainmen...
World-class service (continued) World-class hotels stress personalised guest  services and maintain high ratio of staff m...
Mid-Range Service Mid-range service hotels attract the largest  segment of the travelling public. The service is modest ...
Economy/limited service       These properties provides clean, comfortable and        inexpensive rooms and meet the basi...
Ownership and Affiliation Categories               · Independent Hotels               · Chain Hotels                      ...
Independent Hotels Independent hotels have no relationship to other hotels    regarding policies, procedures, marketing o...
Chain hotels Chain ownership imposes certain standards, rules, policies and   procedures. Some chains have strong contro...
Management contracts Management companies are organisation that operate   properties owned by other. In other word, manag...
Franchise and referral groups Franchising is selling the right to conduct a business. Franchisor offers the quality of p...
Referral group A group of independent hotels that have banded together for   their common good. Hotels within the group ...
Categories of Guests   · Business   · Pleasure   · Group   Business Travelers: Those who travelprimarily for business reas...
Business Travel   The business travel market is important to many lodging     properties.   Business travellers were fir...
Pleasure/leisure Travel Pleasure travel is also very important. Pleasure travellers are the most difficult to understand...
Group travel Two kinds of group: An organised tours, travel for pleasure Business related group to attend meeting or   ...
Hotel Revenue SourcesGuest RoomsMeeting/Function SpaceOutlets/Food and Beverage outletsWhy is this relationship so imp...
What influences repeat business?      Many guests say that the most important factors that       bring them back to a hot...
What influences repeat business? (cont.)  Many things affect a guest’s selection of overnight   accommodation.  Buying i...
Upcoming SlideShare
Loading in …5
×

Week (1) introuduction to hospitality industry

3,295 views
3,240 views

Published on

Published in: Business, Travel
1 Comment
2 Likes
Statistics
Notes
No Downloads
Views
Total views
3,295
On SlideShare
0
From Embeds
0
Number of Embeds
7
Actions
Shares
0
Downloads
119
Comments
1
Likes
2
Embeds 0
No embeds

No notes for slide

Week (1) introuduction to hospitality industry

  1. 1. Week (1) part oneIntroduction to Hospitality/Front Office
  2. 2. Welcome to the HospitalityIndustryWeek (1) Introduction to Hospitality/Front Office
  3. 3. After Reading and Studying This Chapter, You Should BeAble to:  Describe the characteristics of the hospitality industry  Discuss why service has become such an important facet of the hospitality industry  Suggest ways to improve service  Profitability of the hotel Introduction to Hospitality/Front Office
  4. 4. Basic Characteristics of hospitality industry  The hospitality industry is part of the travel and tourism industry.  One goal in common: to provide necessary or desired products and services to travellers.  The hospitality industry consists of Accommodation and food and beverage services. Introduction to Hospitality/Front Office
  5. 5. continued. Travel and tourism is one of the largest industries in the world. The hospitality industry is a fascinating and ever-changing field. Many concepts and innovations developed by the hospitality industry have found their way to others fields such as management, customer services, accounting, leadership skills and food and beverage operations. Introduction to Hospitality/Front Office
  6. 6. Introduction to Hospitality/Front Office
  7. 7. Accommodation as Part of the Travel andTourism/Hospitality IndustryTravel and Tourism Industry: All businesses that cater to the needs of the traveling public.Hospitality Industry: Refers primarily to businesses that provide accommodations and foodservices for people when they are away from their homes. Introduction to Hospitality/Front Office
  8. 8. Lodging as Part of the Travel andTourism/Hospitality Industry Hospitality Industry includes: – Accommodations – Foodservices – Other hospitality operations Introduction to Hospitality/Front Office
  9. 9. Scope of Hospitality and Tourism Industry Travel  Meetings, Conventions and  Air Expositions  Cruise  Restaurants  Rail  Managed services  Coach  Recreation  Auto  Ecotourism  Gaming Lodging  Attractions  Hotels  Parks  Motels  Recreation Introduction to Hospitality/Front Office
  10. 10. Cruise attendants Introduction to Hospitality/Front Office
  11. 11. Airlines crews Introduction to Hospitality/Front Office
  12. 12. Rail Attendants Introduction to Hospitality/Front Office
  13. 13. Events and conventions Introduction to Hospitality/Front Office
  14. 14. Scope of the Hospitality-Tourism Industry Introduction to Hospitality/Front Office
  15. 15. Characteristics of the Hospitality Industry Product is intangible and perishable No such thing as business hours Hospitality operations run on a 24 hour basis all year round Characterized by shift work Introduction to Hospitality/Front Office
  16. 16. Hospitality and Tourism Largest and fastest growing industries Common dynamics  Delivery of services and products  Customer and guest impressions are critical  Fascinating and ever-changing field  Can be very rewarding ( have found their way to other fields) Introduction to Hospitality/Front Office
  17. 17. “Seven Deadly Sins of Service”1. Apathy (absence of passion)2. Brush-off (To ignore or behave coldly toward;3. Coldness4. Condescension (lack of respect)5. Robotics6. Rule book7. Runaround (form of evasive excuses ) Introduction to Hospitality/Front Office
  18. 18. For Success in Service We Need to: Focus on the guest Understand the role of the guest-contact employee Weave a service culture into education and training systems Thrive on change Introduction to Hospitality/Front Office
  19. 19. Week (1)Introduction to Hospitality/Front Office
  20. 20. Competencies forThe Hospitality Industry On completion of this unit the student will able to: 1. Classify hotels in terms of the major target markets attracted to the features and benefits they offer. 2. Classify hotels in terms of the level of service they provide for guests. 3. Identify the advantages and disadvantages of different types of hotel ownership and affiliation. Introduction to Hospitality/Front Office
  21. 21. Competencies for The Lodging Industry4. Identify factors that affect travelers’ buying decisions and describe what hotels can do to reward loyal guests.5. Describe characteristics of the business, leisure, and group travel markets. Introduction to Hospitality/Front Office
  22. 22. Type of accommodation  It is very important to be aware of all the different types of establishments offering accommodation within the Hospitality Industry.  Rating of the Hotel: ( Rating from AAA) Australian Automobile Association (NRMA) and Australian Hotel Association.  5 star : Establishment of international standard offering 24 hour in room dining, florist, gift shop, swimming pool, gym and day spa, turndown service and fully licensed with public bar and bottles shop. Introduction to Hospitality/Front Office
  23. 23. cont.4 star : Exceptionally well appointed establishment with restaurant and room service from0700-2300- porter available.3 star : limited service, offer basic needs for the guests. Introduction to Hospitality/Front Office
  24. 24. Types of Accommodation Venue Introduction to Hospitality/Front Office
  25. 25. Identify guests and target markets• Hotel or Inn: An establishment whose primary business is providing lodging facilities for the general public and fully licensed with public Bar and bottle shops for general public as well.• Motel: It is a lodging facility that caters primarily to guests arriving by automobile.• Target Markets: Groups of people that the hotel hopes to retain or attract as guests who have been identified as potential customers.• Market Segmentation: to define or identify smaller, distinct groups or “segments” within larger target markets who share similar traits, needs and wants Introduction to Hospitality/Front Office
  26. 26. Cont. Guest: are the customers of the hospitality industry. The are the people who pay for the services and facilities provided by hospitality establishments. Inbound visitor: A visitor travelling to Australia whose main place of residence is outside Australia.
  27. 27. Four General ways of classifying hotel Hotels are classified by : 1. Hotel size 2. Target markets 3. Levels of Service 4. Ownership and affiliation. Introduction to Hospitality/Front Office
  28. 28. Types of Hotels · Commercial hotels/corporate hotels · Airport hotels · Suite hotels · Extended stay hotels · Residential hotels · Resort hotels Introduction to Hospitality/Front Office
  29. 29. Types of Hotels (continued) · Bed and breakfast hotels · Vacation ownership and condominium hotels · Casino hotels · Convention hotels · Alternative lodging properties Introduction to Hospitality/Front Office
  30. 30. Hotels  Commercial Airport hotels /corporate Hotels Located in downtown or Located near the airports- business districts- area especially international that are convenient and airports. of interest to their target markets. Target Market: airline passengers, cancelled Guest amenities at flight, airline personnel. commercial hotels may include complimentary Hotel-owned courtesy vans newspapers, cable transport guests between television, swimming the hotel and the airport. pool, health club, high speed internet access. Introduction to Hospitality/Front Office
  31. 31. Corporate hotel Introduction to Hospitality/Front Office
  32. 32. Corporate hotelIntroduction to Hospitality/Front Office
  33. 33. Airport Hotel Introduction to Hospitality/Front Office
  34. 34. Hotels ( continued)Suite Hotels  Resorts HotelsSuite hotels are among the  Resort hotels are located in newest and fastest-growing the mountains, on an island segments of the lodging or exotic location away industry. from crowded residential areas.These suite hotels feature guestrooms with a living  More leisurely, relaxed room and separate atmosphere bedroom. Some guest suites includes a compact  Resort hotels provide kitchenette with fridge and special activities such as mini bar. golf, sailing, skiing.Target Market: Professionals such lawyers, accountants Introduction to Hospitality/Front Office
  35. 35. Resort Hotel Introduction to Hospitality/Front Office
  36. 36. Hotels ( continued) Vacation ownership  Casino Hotels hotel/time share hotel  Hotel with gambling Individuals who purchase facilities. the ownership of accommodation for a  Casino hotels attract specific period of time- guests by promoting usually one or two weeks gaming and provide a a year. broad range of These owners then entertainment activities. occupy the unit.  Some casino hotels are These hotels are very large, housing as becoming popular in many as 4,000 resort areas. guestrooms Introduction to Hospitality/Front Office
  37. 37. Casino Hotel Introduction to Hospitality/Front Office
  38. 38. Serviced ApartmentsIntroduction to Hospitality/Front Office
  39. 39. Extended Stay HotelIntroduction to Hospitality/Front Office
  40. 40. Extended Stay Hotels gives you the choice of budget studios forbusiness travel, relocation, temporary housing or vacations as well assuites for daily and weekly rentals. Free yourself from the confinesof your average hotel room. Every suite has a kitchen so you cancook and eat on your own schedule. Spend more time relaxing andless money on your next trip for business or leisure.When should you consider long-term studio suite accommodations? Working on an extended project away from home Going away on a budget vacation and still prefer to have a kitchen and access to laundry Remodelling or buying a home Relocating to a new job Visiting relatives Introduction to Hospitality/Front Office
  41. 41. Levels of Service• There are three levels of service:• World-Class Service• Mid-Range service• Economy/limited Service Introduction to Hospitality/Front Office
  42. 42. World-class Service World-class service –sometimes called luxury service. Attract top business executives, entertainment celebrities, high-ranking political figures and wealthy clientele. Oversized guestrooms, supply heated towels and floor and selection of refreshment centers, and more expensive furnishings, décor and artworks in the guest-rooms. Housekeeping provide twice daily service a day (turn down service and daily cleaning service) Introduction to Hospitality/Front Office
  43. 43. World-class service (continued) World-class hotels stress personalised guest services and maintain high ratio of staff members to guests. In some world-class hotels certain floors are designated as executive floor and offer luxury services. Executive floors contain private lounge, and offered special complimentary food and beverage services. Introduction to Hospitality/Front Office
  44. 44. Mid-Range Service Mid-range service hotels attract the largest segment of the travelling public. The service is modest and sufficient. The guests who stay in the mid-range service hotels are business people, individual travellers and families. Introduction to Hospitality/Front Office
  45. 45. Economy/limited service  These properties provides clean, comfortable and inexpensive rooms and meet the basic needs of guests.  Economy service hotels attract budget-minded travellers, tour groups, families with children and group of conventioneers. Introduction to Hospitality/Front Office
  46. 46. Ownership and Affiliation Categories · Independent Hotels · Chain Hotels · Management Contract • Franchise • Referral Group Introduction to Hospitality/Front Office
  47. 47. Independent Hotels Independent hotels have no relationship to other hotels regarding policies, procedures, marketing or financial obligations. For example An Independent property is a family owned and operated hotel that is not required to conform to any corporate policy or procedure. Its unique advantage is autonomy and flexibility. Independent hotel can quickly adapt to changing market conditioning. Disadvantages are: unable volume purchasing, and broad advertising Introduction to Hospitality/Front Office
  48. 48. Chain hotels Chain ownership imposes certain standards, rules, policies and procedures. Some chains have strong control over the architecture, management and standards. Advantage: Advertising, purchasing and marketing. A chain is classified as operating under a management contract or franchise or referral group. Introduction to Hospitality/Front Office
  49. 49. Management contracts Management companies are organisation that operate properties owned by other. In other word, management company is hired to run a hotel. Management contracting a a means of expanding a hotel company’s operations with far less investment. Advantage: Expertise in operations, financial management, staffing, marketing and reservation services. Introduction to Hospitality/Front Office
  50. 50. Franchise and referral groups Franchising is selling the right to conduct a business. Franchisor offers the quality of product and develop standards for design, décor, equipment and operating procedures. Some of the best known U.S hotels belong to franchise and referral groups. For example, Four points hotels by Sheraton are franchises. Advantage: Volume purchase, amenities, linen and towels. Etc. Introduction to Hospitality/Front Office
  51. 51. Referral group A group of independent hotels that have banded together for their common good. Hotels within the group refer their departing guests or those guests they cannot accommodate to other properties in the referral group. Introduction to Hospitality/Front Office
  52. 52. Categories of Guests · Business · Pleasure · Group Business Travelers: Those who travelprimarily for business reasons. Leisure Travelers: Those who travel primarilyfor personal reasons; these guests use privatefunds for travel expenses and are often sensitive tothe prices charged. Introduction to Hospitality/Front Office
  53. 53. Business Travel  The business travel market is important to many lodging properties.  Business travellers were first and primary markets for hotels dating back to many years.  Regular business travel is an important source of business for many lodging properties. Introduction to Hospitality/Front Office
  54. 54. Pleasure/leisure Travel Pleasure travel is also very important. Pleasure travellers are the most difficult to understand. Business travellers consider the cost of travel is a necessary expense but pleasure travellers are price-sensitive. Introduction to Hospitality/Front Office
  55. 55. Group travel Two kinds of group: An organised tours, travel for pleasure Business related group to attend meeting or conventions Introduction to Hospitality/Front Office
  56. 56. Hotel Revenue SourcesGuest RoomsMeeting/Function SpaceOutlets/Food and Beverage outletsWhy is this relationship so important? Introduction to Hospitality/Front Office
  57. 57. What influences repeat business?  Many guests say that the most important factors that bring them back to a hotel are:  1. the quality of services  2. the property’s overall cleanliness and appearance.  3. Good service is good business Introduction to Hospitality/Front Office
  58. 58. What influences repeat business? (cont.)  Many things affect a guest’s selection of overnight accommodation.  Buying influences include:  Satisfactory experiences with a hotel.  Advertisement by hotel or a chain organisation.  Recommendation by others.  Hotel’s location.  Public relations activities.  Direct mail communication.  Travel agent’s negotiating power on room rate to control travel expenses. Introduction to Hospitality/Front Office

×