AcknowledgementI am thankful to my FRANKFINN institute and for giving such assignment for the purpose to learn hospitality for our future development and career. My sincere gratitude towards our faculty Mr. Arun Karumbaya for giving us such a wonderful opportunity and guidance.
INTRODUCTION• Hilton Hotels & Resorts(formerly known as Hilton Hotels) is an international hotel chain which includes many luxury hotels and resorts as well as select service hotels. It was founded by Conrad Hilton and is now owned by Hilton Worldwide. Hilton hotels are either owned by, managed by, or franchised to independent operators by Hilton Worldwide. Hilton Hotels became the first coast-to-coast hotel chain of the United States in 1943. As of 2010, there are now over 530 Hilton branded hotels across the world in 78 countries across six continents.
Branches• AFRICA | ASIA : China | Japan | South & Southeast Asia | AUSTRALASIA | CANADA | EASTERN EUROPE: Bulgaria, Croatia, Czech Republic, Hungary, Poland, Romania, Russia | Turkey | LATIN AMERICA & CARIBBEAN : Caribbean | Central America | Mexico | South America | MEDITERRANEAN: Western Mediterranean | Eastern Mediterranean | MIDDLE EAST: Egypt | Saudi Arabia | United Arab Emirates & Dubai | SCANDIVANIA | UNITED STATES: Atlanta | Boston | Chicago | Dallas | Hawaii | Houston | Los Angeles | Miami & Ft. Lauderdale | Minneapolis & St. Paul | New Orleans | New York | Orange County & Long Beach | Orlando | Philadelphia | Phoenix | San Diego | San Francisco | Seattle | Tampa & St. Petersburg | Washington D.C. | WESTERN EUROPE: Austria | Benelux | France | Germany | Ireland | Italy | London | Paris | Scotland | Spain & Portugal | United Kingdom
HILTON HOTEL BRANDS Loyalty program Luxury Full serviceFocused service Time share
HOTEL INDUSTRY• Chain brands supplied reservation services, field sales operations and loyalty program administration.• Less standardization of operations.• Chains managed one anothers brands.
About Housekeeping• Housekeeping is the act of cleaning the rooms and furnishings of a home. It is one of the many chores included in the term housework. Housecleaning includes activities such as disposing of rubbish, cleaning dirty surfaces, dusting and vacuuming. It may also involve some outdoor chores, such as removing leaves from rain gutters, washing windows and sweeping doormats. The term is often used also figuratively in politics and business, for the removal of unwanted personnel, methods or policies in an effort at reform or improvement .
Areas and Sections of workRooms .Public Area.Rest rooms.Linen .Uniform .Laundry.Horticulture.Valet service.Housekeeping Desk area.
RoomsGuest Rooms• Each time a guest checks out of a hotel room, it must be stripped and thoroughly cleaned to prepare for the arrival of the next guest. All bed and bathroom linens must be removed and laundered. In-house laundry services will also fall under the role of the housekeeping department, though many hotels outsource this job. The guest bathroom must be scoured and sanitized, while towels and amenities are replenished. Guest rooms must be dusted and vacuumed. The housekeeping department should also check appliances in the room such as hair dryers, telephones, alarm clocks and refrigerators. Failures should be relayed to the front desk or the maintenance department. Housekeeping should also alert the front desk when bed linens, curtains, carpeting or other room furnishings are stained or otherwise in need of replacement.
Public Area• The housekeeping department is also responsible for the appearance of public areas. Lobbies, restrooms, ballrooms, gyms and other rooms utilized by guests need to be cleaned on a regular basis, sometimes daily. Rugs and carpeting must be kept vacuumed, and should be cleaned with a commercial shampooer as needed. Floors are mopped and waxed, while windows are kept clean and streak-free. In addition to cleaning, the housekeeping department will also re-organize public areas such as putting furniture back in its proper place, straightening and plumping decorative pillows, retrieving dishes and glasses left in hallways and piling magazines and brochures that are displayed for guest use.
Rest Rooms• Rest rooms means where guest can take rest for some time.• Rest rooms are rooms which are situated in the hotel.• These rooms which guest can use with his choice.• Rest rooms are very important part of hotel.• After all money comes from rest rooms also.
Linen Room• Linen rooms means the all the laundered cloths kept in this room.• These rooms are mainly used by housekeeping department.• Laundry cloths, and all the linen like table clothes,all types of clothes kept in this room.• Also the staffs clothes kept in this room.• This room is very very important in good five star Hotel.
Uniform Room• Uniform Rooms means the staffs clothes kept in this room .• These all clothes well pressed and ironed very good.• These rooms are also very very important in good five star hotel.
Laundry• The housekeeping department is also responsible cleaning and maintaining linen such as bedding, bath towels, tablecloths and napkins used within the facilities.• Staff member generally launder each piece of soiled linen with detergent in washing and drying machines. Linen is then ironed and stored for later use. In some business and residences, maids make beds, placing clean sheets, pillowcases and blankets on them as well as setting tables by placing table cloths on them at meal times.
Horticulture• Horticulture means in front of the hotel the horticulturist makes the flowers designing .• This is most attractive by the guest.• This the main part of attractiveness in the hotel.• The guest can buy the flowers from gardeners ,also the bootees.• Horticulture has toi developed by the good five star hotel.• This also the main source of revenue for good five star hotel.
Valet Service• Valet Service means the parking of all guest vehicles.• Valet parking is a parking service offered by some restaurants, stores, and other businesses, particularly in North America. In contrast to "self-parking", where customers find a parking space on their own, customers vehicles are parked for them by a person called a valet. This service either requires a fee to be paid by the customer or is offered free of charge by the establishment .
Housekeeping Desk AreaThe H.K. control desk is the central nerve centre of the housekeeping department. This isthe area in the dept. where all information is received and from where messages aretransmitted to housekeeping staff and other staff present in various parts of the hotel.Thus, the control desk may be considered the nerve centre for to and fro communicationin the housekeeping dept. Main functions of the control desk is:- i)Ensuring smooth co-ordination between housekeeping and other dept.such as maintenance, front office, food and beverage, security, sales and marketing and so on. ii)The control desk receives messages from in-house guests over the telephone and transmits it to the floor staff.iii)In most hotels, this is the area where housekeeping employees report for work; collectthe respective keys, sign for them; read the log book; get their briefing; and at the end of their shift, report back. iv) Maintaining various important records, registers, forms and formats so that they are available and easily accessible for reference to managers
Registers maintained are:-• Log book ,• Maintenance work order forms• Housekeeping call register• Guest loan item register,• Lost and found register,• Occupancy report• Room status report/Housekeepers report• Room transfer report/room change report• Special cleaning register• VIP in-house list,• VIP arrival list.• Key control register
Revenueo Accommodation in hotels tend to be the largest part of the hotel it is the most revenue generating department ,the housekeeping department taken can of all rooms is often largest department in hotels.o Hotel offer loundry ,dry cleaning,facilities many hotel offer suits to the guest.o Hotel offer guest the choice of specially restaurant ,cofee shop,the bar also sells liguors which generate the revenue of the hotel.o Revenue can be generated from conferencing , meeting ,seminar etc.o End of the day revenue is main part of Hotel.
Layout of a room
What do you learn from the housekeeping department?• I learnt from the housekeeping department that the department is very important in the hotel industry.• Because the housekeeping department is the only department who has access every department.• Also the cleaning procedure of housekeeping department.• Housekeeping department is the heart of the hotel.• Because of Housekeeping department the revenue of hotel is totally dependant.• Also I learnt the more terms regading housekeeping.• This all I learnt from this department.
CONSUMERS• Only 41% of consumers use hotels over night.Three segments of customers:• Business segments• Convention segments• Leisure segments
COMPETITION Four global brands dominated business class Hotel markets. Starwood Hyatt Hilton Marriot
MARKETING THE HILTON BRAND• Hilton hotels were controlled by unrelated corporations. Hilton Hotels Corporation(HHC) Hilton International Corporation(HIC)• Reunified in 1997• Bollenbach appointed as president and CEO of Hilton.• Focus on Brand development.• Varying product has been a limiting factor.• Challenge to maintain customer expectation.• The revenues reached $158 per night per guest.• Occupancy exceeded break even.• Fixed costs at about 68% occupancy and 80% at higher occupancy level.
HILTON HHONORS PROGRAM• Hilton HHonors worldwide - not as a profit center but as a service.• Required to measure the effectiveness through set of metrics.• Membership was provided free of cost.• Members earned points during their stay at HHC or HIC hotels.• When earned enough points stay at the hotel is redeemed.
Four tiers of membership Blue Silver Gold Diamond
BLUE• In 1998 4.5 cents per dollar was collected from the members for every stay.• HSW credited 10 points per eligible dollar of folio.• Guests earned mileage in partner airline frequent flyer programs.• Members earned points by renting a car, using the Hilton credit card from American express.• Buying products from FTD florist and Mrs. fields cookies.• Besides free stays they had priority of reservations telephone numbers.
SILVER• Members awarded silver VIP status if stayed for more than four times in a year• Benefits are:• Earned 15% bonus on base points• Received a 5000 points bonus after 7 stays in a quarter.• 10000 point discount when they claimed a reward costing 100000 points.
GOLD• Members awarded Gold VIP status if stayed for more than 16 times in a year,• Benefits are 25% bonus on base points• Received a 5000 points bonus after 7 stays in a quarter.• 20000 point discount when they claimed a reward costing 100000 points.• Certificated for the best room in the hotel after every 5th stay.
DIAMOND• No benefits were promised.• Acquired more bang, more affinity, more vesting from customers if you do something un expected.
RATIONALES FOR THE PROGRAM1) Revenue and yield management• Appoint a revenue manager to oversee day to day decisions.• Yield management models were probabilistic algorithms that helped managers set reservation policy.• Variable pricing – rate charged on size and fittings as well as day of booking, length of stay and customer characteristics.• Walking cost depends on1. Customers future life time value2. Function of their willingness to pay past loyalty.
Collaborating with partners• HHW partnered with• 25 airlines• 3 car rental firms• Other firms
WORKING WITH FRANCHISEE• HSW a strong factor to persuade hotel owners to become Hilton franchisees.• Franchisee – smaller hotels.• Depended on “Road warrior’ business.
RELATION WITH THE GUESTS• This program let the most valuable guests to be recognized on-property.• After visit calling.• Feedback groups in addition with focus groups• Maintenance of guest profile
HELPING TRAVEL MANAGERS GAIN COMPLIANCE • Proportion of Hilton business came from contract with large corporate clients. • Responsibilities of travel manager. • Negotiate a rate by promising volume of stays. • Objective is to use the program as a tool that can help travel manager with compliance to their overall travel policy.
MEMBERS ATTITUDE• HHW made use of conjoint analysis to measure what members wanted from HHP.• Important features of the hotel programs were Room upgrades and airline miles. Free hotel stays and variety of on property profit benefits and services. Diskin recognized from the study thato To attract game playerso To improve the stay experience for members
STARWOODS ANNOUNCEMENT• The wall street journal of feb2,1999 announced the birth of Starwood preferred guest program• It included more than 550 participating properties worldwide• Four features were No blackout dates No capacity control Paperless reward Hotel reimbursements
DISKINS DILEMMA• Do we have to compete point from point?• Do we have to take different positioning?• Do we have to hold on to loyal members and differentiate honors from starwood and other competitors?
Future Plans• We’re continuing to expand our offerings across the globe. We’re pleased to share both our newest properties as well as those opening soon.