Historical Developments Atrium Concept – a design which guestrooms overlook the lobby ffrom the first floor to the roof was tried to used in 1960’s by Hyatt Hotels Limited service- hotel was built with guestroom accommodation and limited fast food service and meeting place which became prominent in the early 1980’s Technological advances- technology has played a major role in developing the products and services offered to guests. Recent adoption of reservations system property management system and in-room guest check out. Some important development in US Hotel Industry 1846 – central heating 1859- elevator 1881 – electric light 1907 – in room telephone 1910 – American hotel association began (now AHLA) 1927 – Radio in rooms 1940 – air conditioning 1950 electric elevator 1958 free television 1964 holiday Inn reservation system with centralized computer 1965 message light on telephone 1965 initial FO systems followed by room status 1970 electronic cash register or ECR 1970 POS and key-less locks 1970 free in-room movies (Sheraton) 1983 in-room personal computers 1990 world wide web reservation GUEST SERVICE TRILOGY CUSTOMERS- are the reason for being of a business. The aim is to satisfy the selected needs of the targeted customers and in the process generate the revenue and make it worthwhile for the owners and employees. Owners – create and maintain the financial and material resources necessary for the creation of the products and services intended to satisfy the customer’s needs. Without them no business can be created and sustained Employees – must provide the human resources and technical knowledge required to produce and deliver the intended products and services in a way that satisfies the need of the customers. Hotel Personnel General Manager – referred to as the GM and in-charge at the operation and responsible for the over-all performance of the hotel. Hotel Personnel Assistant General Manager – responsible in developing and executing plans developed by the corporate owners, general manager and other member of the management staff. Hotel Personnel Plant engineer – oversees a team of electricians, plumbers, ventilation, air conditioning contractors and general repair. Hotel Personnel Director of security – works with department directors to develop correct procedures that help ensure employees honesty and guest safety. Hotel Personnel Parking Garage manager- responsible for supervising the work of the garage attendants and maintaining security to guests and cars in the parking garage and also the maintenance of the garage. Hotel Personnel Front office manager – responsible for leading the front office staff in delivering hospitality. Hotel Personnel Food and beverage director – oversees the most labor intensive part of the operation which handles everything from purchasing, receiving and storing to preparing and se

1. Historical Developments

2. •Atrium Concept – a design
which guestrooms overlook
the lobby ffrom the first
floor to the roof was tried
to used in 1960’s by Hyatt
Hotels

3. •Limited service- hotel was
built with guestroom
accommodation and
limited fast food service
and meeting place which
became prominent in the
early 1980’s

4. •Technological advances-
technology has played a major
role in developing the
products and services offered
to guests. Recent adoption of
reservations system property
management system and in-
room guest check out.

5. • Some important development in US Hotel Industry
• 1846 – central heating
• 1859- elevator
• 1881 – electric light
• 1907 – in room telephone
• 1910 – American hotel association began (now AHLA)
• 1927 – Radio in rooms
• 1940 – air conditioning
• 1950 electric elevator
• 1958 free television
• 1964 holiday Inn reservation system with centralized computer
• 1965 message light on telephone
• 1965 initial FO systems followed by room status
• 1970 electronic cash register or ECR
• 1970 POS and key-less locks
• 1970 free in-room movies (Sheraton)
• 1983 in-room personal computers
• 1990 world wide web reservation

6. GUEST SERVICE
TRILOGY

7. •CUSTOMERS- are the reason
for being of a business. The
aim is to satisfy the selected
needs of the targeted
customers and in the process
generate the revenue and
make it worthwhile for the
owners and employees.

8. • Owners – create and maintain
the financial and material
resources necessary for the
creation of the products and
services intended to satisfy the
customer’s needs. Without them
no business can be created and
sustained

9. •Employees – must provide
the human resources and
technical knowledge
required to produce and
deliver the intended
products and services in a
way that satisfies the need of
the customers.

10. Hotel Personnel
•General Manager –
referred to as the GM and
in-charge at the operation
and responsible for the
over-all performance of
the hotel.

11. Hotel Personnel
•Assistant General Manager
– responsible in developing
and executing plans
developed by the corporate
owners, general manager
and other member of the
management staff.

12. Hotel Personnel
•Plant engineer – oversees
a team of electricians,
plumbers, ventilation, air
conditioning contractors
and general repair.

13. Hotel Personnel
•Director of security –
works with department
directors to develop
correct procedures that
help ensure employees
honesty and guest safety.

14. Hotel Personnel
•Parking Garage manager-
responsible for supervising
the work of the garage
attendants and maintaining
security to guests and cars
in the parking garage and
also the maintenance of the
garage.

15. Hotel Personnel
•Front office manager –
responsible for leading
the front office staff in
delivering hospitality.

16. Hotel Personnel
•Food and beverage director
– oversees the most labor
intensive part of the
operation which handles
everything from purchasing,
receiving and storing to
preparing and serving foods
and beverages.

17. Hotel Personnel
•Executive chef - in-charge
of all food handling and
production

18. Hotel Personnel
•Director of marketing - in-
charge with generating new
business, representing the
property through public
relations and publicity
activities. Advertising,
promotions and
organization of events.

19. Hotel Personnel
•Personnel director – also
called the director of
human resources and
responsible for the staffing
element of the hotel.
Interviewing, selecting,
training , record keeping
and performance review.

20. Hotel Personnel
•Controller or chief
accountant – looks after
all the accounting
functions including payroll
banking, auditing and
various functions.

21. HOTEL GOODS AND SERVICES
•The hotel business is
one of the selected few
that provide its client
with both goods and
services.

22. HOTEL GOODS AND SERVICES
•Ex. Typing services,
other amenities like spa
or health clubs, floral
services.

23. HOTEL GOODS AND SERVICES
•Room- considered
perishable good because
once it is occupied, it is
considered as loss of
income

24. HOTEL GOODS AND SERVICES
•Room sales- the
highest revenue in
hotels

25. •Food and beverages
– the second highest
revenue for hotels

26. •Who are the
customers?
•Traveller- any individual
who is temporary visitor.

27. • Business travel-is travel done in the course of
business or work, other than the
daily commuting between home and
workplace.
• The necessity to conduct business travel may
have many reasons. A few are stated below:
• Visiting customers or suppliers
• Meetings at other company locations
• Professional development and attending at a
congress

28. •Pleasure travel- travel for
the purpose of
enjoyment. The persons
travel to take vacation, to
get away from his or her
everyday home and life
job.

29. Factors for guest to go back to the
hotel
• Location
• Cleanliness or orderliness
• Security and safety
• Service
• Facilities and amenities
• price