The document describes the different departments in a hotel and their classifications. There are two main classifications: revenue centers/cost centers and front of house/back of house. Revenue centers like sales, front office, food and beverage directly generate income. Cost centers like HR, purchasing, and accounting support revenue centers without direct income generation. Front of house departments like front desk and restaurants interact with guests, while back of house departments like kitchen and housekeeping have little guest interaction. The document also lists example department heads and potential conflicts between departments like rooms division and housekeeping.
PPT for students of 2nd semester of hotel management, it gives a brief but adequate understanding of the concepts related to Guest Cycle in modern hotels.
Basic etiquette and grooming standard
Introduction to guest mail and key handling
Key control
Policies for black listed person
Wake up call
left luggage
Scanty baggage
Daily Report
Front office department of a hotel - It is the face of the hotel, the voice of a business.
It works 365 days, 24x7. The front office communicate and coordinate with all other departments of the hotel as well as external sources, running its operations day to operations smoothly to make the guest stay more comfortable through providing personalized, consistent standard services as per management policy
Chapter by chapter slides based on "Fundamentals of Destination Management and Marketing," provided by Destination Marketing Association International in cooperation with American Hotel & Lodging Association Education Institute.
PPT for students of 2nd semester of hotel management, it gives a brief but adequate understanding of the concepts related to Guest Cycle in modern hotels.
Basic etiquette and grooming standard
Introduction to guest mail and key handling
Key control
Policies for black listed person
Wake up call
left luggage
Scanty baggage
Daily Report
Front office department of a hotel - It is the face of the hotel, the voice of a business.
It works 365 days, 24x7. The front office communicate and coordinate with all other departments of the hotel as well as external sources, running its operations day to operations smoothly to make the guest stay more comfortable through providing personalized, consistent standard services as per management policy
Chapter by chapter slides based on "Fundamentals of Destination Management and Marketing," provided by Destination Marketing Association International in cooperation with American Hotel & Lodging Association Education Institute.
Chapter by chapter slides based on "Fundamentals of Destination Management and Marketing," provided by Destination Marketing Association International in cooperation with American Hotel & Lodging Association Education Institute.
1 billion travelers, more than 1 billion opportunities... For World Tourism Day 2015, we debate this statement by the UNWTO with Anita Mendiratta and Jonathan Tourtellot.
Indeed while tourism can have profoundly positive impacts, ill-managed tourism can bring about many negative effects for residents and the local environment. At the center of this: the DMO, who shares in the evolution of tourism everywhere.
Guest speakers:
Anita Mendiratta, Founder and Managing Director, CACHET CONSULTING
Jonathan Tourtellot, President, Focus on Places LLC, Founder, National Geographic Centre for Sustainable Destinations
Chapter by chapter slides based on "Fundamentals of Destination Management and Marketing," provided by Destination Marketing Association International in cooperation with American Hotel & Lodging Association Education Institute.
It's a basic case study on the typologies of the resorts and the circulation pattern in a resort,resorts on the themes,categorizing the resorts according to facilities available there.
Everything that goes on in the hotel Estimated time .docxSANSKAR20
Everything that goes on in the hotel
Estimated time to become a GM = 10 years
Must possess
1. Motivator for independent action
2. Sense of fairness & honestly
3. Empathy for people
4. Good work ethic
5. Good Memory
6. Good Concentration
7. Ability to Analyze Oneself
8. How One Handles Unexpected Situations
Planning
Organizing
Directing
Controlling
S
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M
L
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T
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Day to day operational issues for
delivering quality service
Controlling costs and revenue
Produce positive short term results
i.e. overbooking problem needing
immediate attention
Previous experience is vital to providing
solutions
Community involvement
Changing needs of community & market
place
Scheduling and funding of new expenditures
Capital projects
Organizational stability
Budgets
HR development programs/identify talent
Developed and used by the Japanese
Based on benchmarking
Gives employees control
Based on trust and pride
Hierarchy of control processes upwards: Worker
participation
I. Workforce
II. Automation
III. Managers
IV. Upper management
GM must ensure employees have tools to
succeed = knowledge, tools, empowerment
Hilton uses “Toolbox Recovery”
The 7 Habits of Highly
Effective People
By: Stephen Covey
The One Minute
Manager Meets the
Monkey
By:
L
Empathetic listening
Looking thru rose colored
glasses
Listening w/ears, eyes,
heart
Distractions telephone call
Interruptions you or others
Text messages
A negative word railroads
the entire message
Posture
Eye contact
Who Moved My Cheese
By:
Effective & empathetic
listening takes time &
practice
An active skill requiring
your full participation
A good listener takes
notes, asks questions,
attentive to content said
Doesn’t dwell on
emotionally charged
words
I. Inspired by more individual responsibility
II. Consists of work groups line staff w/one facilitator
III. Simple language used
IV. No such thing as a bad idea
V. Calls for action
VI. Evaluation/summaries
VII. Understand resistance to change is a major barrier to
effective communication
VIII. Preparation, participation, support and negotiation
help to minimize resistance to change
I. Example: my recent culinary meeting
II. Steps I took knowing resistance to change is a threat
Participating in the process
increases their comfort level
and commitment
Support is needed by
listening to their needs
Provide them with the
training needed
Going to bat for them
Service is the cornerstone
of the hotel industry
“A performance culture is
an atmosphere in which
service employees have
the tr ...
4. Revenue Center Dept
1. Sales and Marketing
2. Front Office
3. Food & Beverage
4. Gift shop
5. Business Center
5. Cost Centers / Support Centers
- Assist function of the revenue centers with
no direct income generation.
HRD
Purchasing
Accounting
Engineering
6. FRONT OF THE HOUSE
• refers to those departments or areas which are
accessible
and visible by guests.
- Front Desk
- Restaurant
- Concierge
- Bell services
Direct contact & interaction with guest
7. Back of the House
• refers to those departments or areas
which rarely have staff-to-guest
interactions.
• Kitchen
• House keeping
• Human Resource
11. ACTIVITY 2: Which department should handle the following situations?
ROOMS DIVISION FOOD & BEV
ENGINEERING SALES & MKTG
SECURITY ACCOUNTING
HUMAN RESOURCE
1. Guest’s missing watch in his room
2. A recent arrived guest who needs a room
3. A guest who wants to order to room service
4. A guest complaining about the room’s air condition that is not working
properly.
5. A hotel that is planning an event for club membership to attract more
business.
6. A hotel’s Gen.Manager needing to know the report on the hotel’s revenue
for the past 3 months.
7. Newly hired hotel personnel undergoing an orientation
13. Activity: Conflict between Front Office & House keeping.
Think about the ff. Situations and how they may lead to conflict
between the house keeping and front office.
Situations Possible Consequences
A VIP asking the front desk to change his
rooms for several times in one single day
A guest found out the room she just
checked in had no signs of cleaning by
room attendant
Too many walk ins requested for rooms
at 2:30 pm and not enough clean rooms
were available at the moment
A front desk clerk forgot to update and
In put the “DO NOT DISTURB” of a guest
In the morning