Hospitality Today An Introduction

1. SQA HOT 103

2. How is a Hotel Organized?
Revenue Centers
Cost Centers
Compliance with ADA
Control Systems

3. Business of
Renting
Rooms
Size does
matter
100-5,000
City Center
Highway & so
on
Rooms,
Coffee Shops,
Restaurants,
Swimming
pools, golf,
recreational
etc.
Hotels
cannot be
alike, attract
guest & serve,
& make
reasonable
profits

4. Accommodates people
who needs housing
Requires basic
organization techniques to
better serve their visitors
Distribution of necessary
works into different
sections for cooperation &
monitoring
Divisions for hotel
organization are revenue
center & cost center
Systematic process of
distributing & organizing
necessary jobs & services
into different departments
to ensure proficiency
Management technique ,
every division plays an
important role & its tasks
are valuable aspect
contributing to general
service of establishment

5. Rooms
Food & Beverage
Telecommunications
Rentals
Fitness & Recreation
Marketing
Engineering
Accounting
Human Resources
Security

7. Rooms
67%
Rentals & Others
2%
Other Departments
5%
Food & Beverage
26%
Revenues
Rooms Rentals & Others Other Departments Food & Beverage

8. Front Office Reservations Housekeeping Uniformed
service

9. Greeting
Guests
Registering
Guest
Method of
Payment
Room
Allotment &
Assigning
Issuance of
Guest Room
Keys
Informing
Facilities,
Q&A,
Property &
Surroundings
Assist Guest
in luggage &
such services

10. Internet, Expedia
Travelocity, Booking
Travel Agents, TA Hotel Representatives Tour Operators
Independent
Reservations Systems
Airlines & others

11. Setting up
most
effective
pricing
structure
Limiting no
of
reservations
• Nights
• Room Type
• Length of stay
Review
inventory
controls,
rates
Volume
discounts
for
wholesalers
& groups
Selling right
product
Obtaining
more
revenues
from
current &
potential
business
Effective
Sales
instead
Order
Takers

12. Removing Soiled
Linen & Replace
with Fresh
Bed & Blankets
for Damage
Making Beds
Trash
Management
Broken
appliances,
shades, drapes,
MEP etc.
Closets Drawers
Over all cleaning
room &
bathroom
Replacing towels
& amenities

13. Guest service Bell desk Concierge Transportation
Valet-parking

14. Average Daily Rate (ADR)
ADR = Rooms Revenue ÷ Rooms Occupied
Occupancy Percentage (OP)
OP = Rooms Occupied ÷ Rooms Available x 100
Revenue Per Available Room (REVPAR)
REVPAR = OP x ADR

15. Restaurants Catering Room Service Support &
Control Services

16. Type of Hotel
Hotel
Classification
Competitors
Product
Availability
Availability
of Labor
Demand

17. Long hours of operation
Low check averages
Too many facilities
High turnover
Costly entertainment
(where applicable)
Insufficient marketing

18. Communications
Telephone
Internet
Secretarial Services
Concessions, Rentals
& Commissions
F & B
Gift Shop or Book Shop
Beauty Salon
Tour & Rent a Car
Laundry
Shops & Offices
Jewelry Shops
Flower Shops
Fitness &
Recreational
Gym
Swimming Pool
Spa
Tennis
Memberships

20. Contacting
Groups &
Individuals
Advertising
• Print, Television,
Internet, Radio etc.
Public Relations
Trade Shows &
Expo
Travel Agents
Hotel
Familiarization
CSR

21. Physical upkeep
Building FF&E
Preserve
Image
Revenue
Producing
Areas
Property
Comfortable
Guest &
Employees
Safety
Guest &
Employees
Repairs &
Equipment

22. Employees as an
Asset
Recruiting
Training &
Development
Evaluation,
Motivation,
Discipline,
Promotion etc.

23. Forecasting & Budgets
Receivable & Payable
Cost Controls
Purchasing, Receiving, Capital
Inventory etc.
Record Keeping, Financial statements,
Daily Operating reports etc.
• Revenue Centers
• Cost Centers

24. Security
Officers
Rounds,
Suspicious
activities
Investigations &
Law Enforcement
Agencies
Equipment
Two Way Radios
CCTV
Fire Fighting
System &
Equipment
Keys Control
System
Safety
Procedures
Fire, Bomb &
Terrorism
Guest &
Employees
Keys &
Identifications

25. Hotel
Parking &
Entrances
Hotel Staff
& Training
Hotel Room
Information
& Room
Features
Hotel
Bathrooms
Hotel Door
Handles,
Hardware, &
Electronics
Hotel Pools
& Other
Amenities

26. Measure
performance levels
& take corrective
actions
Establish goals
against which
results can be
measured
System allows
managers to quickly
recognize & correct
deviations
Accurate
forecasting systems
Training plays a key
role in control
systems

27. Financial
Controls Quality
Controls

28. Uniform System
of Account for
Hotel
Summary
Operating
Statement
Operating
Departments
Undistributed
Departments
Non-Operating
Income &
Expenses
Labor
Financial
Statements
Financial Ratios
& Operating
Metrics
Revenue &
Expense Guide
Timeline for
Implementation

29. Set standards for
needs &
expectations
Select employees
to achieve
standards
Train employees
to every level
Involve employees
in JDs, problem
solving etc.
Evaluations if
guest & employee
are happy
Rewards over
achievements

30. Setting Standards
Selecting Employees
Training Employees
Involving Employees
Evaluating Quality Programs

31. Property
Management System
Point-of-sale system
Sales & Catering
system
Inventory/purchasing
system
Accounting system
Telecommunications
system
Electronic door lock
system
Energy management
system
Internet access Television system Minibars

32. Any questions