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Hotel past & present
- 1. HOTEL PAST & PRESENT Front Office Management
- 2. Front office management PREPARED BY- THUSHANPERERA22 ASSIGNMENT
- 3. Group 2 • SANDUPAMA SILVA • MADHAVI RATNAYAKE • THUSHAN PERERA • ISURU SUBARSHANA • CHANDIKA DILSHAN BANDARA • DILSHAN NADEESHA • SHEHAN WIJEWICKRAMA
- 4. INTRODUCTION
- 5. TOURISM • Tourism comprises all the activities of travelers who travelling to and staying in places outside their usual residence not more than one consecutive year for leisure, business or other purposes other than remunerated within the place traveler visited.
- 6. HOSPITALIT Y • Hospitality is cordial, generous reception and entertainment of guests, strangers, visitors either commercially or socially
- 7. RELATIONSHIP BETWEEN TOURISM AND HOSPITALITY Tourism Hospitality Accommodating Lodging establishments Dining Restaurants Drinking Pubs, Coffee houses Traveling Travel agencies Information Guide services
- 8. RELATIONSHIP BETWEEN TOURISM AND HOSPITALITY Tourism HospitalityHospitality Lodging Food and Beverage outlets Travel ActivitiesofTravelers Service providers for tourismService providers for tourism
- 9. LODGING ESTABLISHMENTS Evolution of transport methods are closely knit with the development of lodging establishments
- 10. HOTEL • Hotel is a multi-unit commercial establishment that provides commercial housing for guests usually without a private kitchen
- 11. DEFINITIONS OF KEY TERMS • MULTI-UNIT – Hotel usually has 4 basic units, called Front desk, Housekeeping, Food and Beverage and Kitchen • WITHOUT A PRIVATE KITCHEN – Hotels usually do not provide in-room kitchen facilities but there are obvious exceptions. • COMMERCIAL ESTABLISHMENT – Hotels are generally for profit establishments.
- 12. Essential Departments of a hotel “Front office” “Housekeeping” “Food & beverage” “Kitchen”
- 13. TYPES OF HOTELS • There are many classifications for hotels. –By Location –By Target Market –By Length of Stay –By Size –Etc.
- 14. MARKET SCALE • LUXURY • UPSCALE-UPPER • UPSCALE • UPPER-MIDSCALE • MIDSCALE • ECONOMY 40%
- 15. BY MARKET SEGMENT •Limited Service •Motels •Full Service •All Suites •Extended Stay
- 16. Structure of a hotel
- 17. Ground structure of a hotel
- 18. Notable Innovations • Atrium Concept • Limited Service Hotels • Technology advances • Scientific Managerial Techniques –Marketing –TQM
- 19. Definitions • The atrium concept, an architectural design in which guest rooms overlook the lobby from the first floor to the roof, was first used in the 1960s by Hyatt Hotels. • The limited service concept—hotels built with guest room accommodations and limited food service and meeting space—became prominent in the early 1980s, when many of the major chains adopted this way to serve business travelers and travelers on a limited budget.
- 21. Early History •The history of hotels is intimately connected to that of civilizations. Or rather, it is a part of that history.
- 22. Early History In Greece “Thermal Baths” “Mansions” In Rome Built For Government officials
- 23. Early History “Resting Places”In Middle Eastern Routes For Caravanserais “Abbeys” In Middle Ages Provide Accommodation For Pilgrims (i.e. Inns)
- 24. Early History “Resting Places”Multiplied In Middle Ages But did not provide meals “Resting Places” Famous • l' Auberge des Trois Rois in Basle • l' Auberge Cour Saint Georges in Belgium • Angel Inn in England
- 25. Ground Structure of an Inn
- 26. CAMPARISON
- 27. Start of the Hotels XVCENTURY ENGLAND INTRODUCED LAWS FOR INNS
- 28. Start of the Hotels 1760 Industrial Revolution Rapid growth in Travel paved the way to build more Hotels
- 29. Mass tourism started by Thomas Cook 1841
- 30. Start of the hotels City HotelsStarted in New York and Copenhagen In the 16th Century The 1st of its kind Royal Hotel in London Started in 1800s Holiday ResortsBegan to flourish in French-Italian Riviera
- 31. Guesthouses In Japan Ryokan Sprang up Dak-bungalows In India Provided reliable accommodation
- 32. 3 major epochs of hotels 1860-1960 1960-1990 1990-Present Grand hotel concept Scientific approach Customized age
- 33. Year Highlight Description 1829 The Tremont House, Boston The 1st Deluxe Hotel in a city center, it offered in- house toilets, lock-on the doors and A la Carte 1835 Holt Hotel, New York 1st to provide lift for guest luggage New York Hotel 1st to provide private bathrooms 1859 Avenue Hotel, New York 1st to provide lift for guests 1870 Palmar House Hotel,Chicago 1st Hotel to have fire- resistant 1890 Le Grand Hotel, Paris 1st Hotel to be equipped with electric lighting
- 34. Year Highlight Description 1880 Sangamore Hotel, New York The 1st to provide electricity for all rooms 1890 Lausanne, Switzerland 1st Hotel School Netherland Hotel, New York The 1st to provide in room telephone 1919 Ritz Hotel, Barcelona 1st to provide hot and cold water in the bathrooms 1920s Introduced Standard Operating Procedures (SOPs)
- 35. Technology Advances Year Development 1846 Central Heating 1859 Elevator 1881 Electronic Lights 1907 In-room telephone 1927 In-room radio 1940 Air-conditioning 1950 Electric Elevator 1958 Free television 1964 Computerized Central Reservation System 1970 EFTPOS, Color TVs 1973 Free-In room movies (Sheraton) 1980s PMS, In room guest check-out 1983 In room guest personal computer, Call Accounting
- 36. Technology Advances Year Development 1990s On demand movies, Interactive Video Games, Internet Reservation, interactive weather reports 1995 The first room management system launched 2000s Wireless technology, VIP Check-in, Marketing Guest Profile, Bell Staff baggage handling, Wi-Fi “Hot Spots”
- 37. 1970-2000
- 38. Factors affecting industry boom in 1970s-80s • The will of the airline companies to extend their efforts in the domain of hotels. • Sudden prosperity due to black gold in The Middle East. • Growth of business travel. • Expansion of Hotel Chains. • China open the door for foreign tourists.
- 39. Factors affecting industry boom • Inventive and more concentrated marketing efforts were encouraged. • The 1st Property Management System appeared. • Hotel Industry become more competitive. • Business people and retired persons became key customers
- 40. 1990s • 1990s started with recession due to gulf war and reduction in travel budgets. • 1991 considered as black year for hotel industry. • In 1990s Sri Lankan hotels also suffering from consequences of black July in 1983 and after a decade in 1992 Aitken Spence Hotels embarked Heritance Kandalama which has been a landmark in Sri Lankan Hotel industry.
- 41. 1990s • Recession force hoteliers to become more creative in finding ways to attract guests.(Special programs, Incentives, etc.) • Environment and energy conservation played a key role in 1990s. • More sophisticated reservation systems. • Tendency toward merging and acquisition. • Obsessed with Star rating.
- 42. 7.5MILLION GLOBAL BRANDED HOTEL ROOMS Guess how many?
- 43. Guess what? THERE ARE 211 STEPS TO CLEAN A GUEST ROOM AND 55 STEPS TO CLEAN A BATHROOM PROPRELY
- 44. Today • Technology becomes a key player in hotel industry. (EFTPOS systems, PMS, etc.) • More customer oriented than the past. i.e. Customized • Traditional duties of front of the house and back of the house are combined. • Social media becomes the key marketing tool for hotels. (Trip Advisor, Facebook, Twitter, etc.) • Concerns with hygiene and sanitation. • Service quality is considered as the top priority rather than ambience and size. (TQM) • Growing emphasis on Revenue Management techniques. (RevPAR, GOPPar)
- 45. Comparison Criteria Past Present Offerings Primary Room sales Banquet Food and beverage Secondary Primary + Ancillary services such as Valet, Wi-Fi, movie rentals, etc. Prime orientation Profit maximization Guest satisfaction Ownership Independent owners Chain or franchisee Technology Manual Semi or fully auto-mated Standards Strictly Flexibly
- 46. References • Hotels; A brief history - by Jacques levy-Bonvin, Hospitalitynet.com • Hotel front office management 2007, fourth edition, by James A. Bardi, the Pennsylvania state university • Hotel management and operations, 4th Edition, by Denney G. Rutherford & Michael J. O’Fallon, John Wiley & sons, Inc. • Hotel Housekeeping; Operations and Management, 2nd Edition, By G. Raghubalan & Smritee Raghubalan
- 47. Thank you
- 48. Check-out 11 MAY 2015 God made man; Tailor made Gentleman #cupid ©Thushanperera44