This document provides an introduction to hospitality and front office management. It describes the characteristics of the hospitality industry, including that it provides services to travelers and consists of accommodation and food and beverage services. The document also discusses different types of hotels classified by size, target markets, service levels, and ownership structures. It covers business, leisure, and group travelers as target markets and factors that influence repeat business such as quality service.
Career Opportunities in Hospitality IndustryEunice Parcz
Hospitality is an industry composed of wide-range businesses that cater guests away from their homes.
Hi. You can reach me through my:
GMAIL: euniceparco @gmail.com
FB: Eunice Parcz
Career Opportunities in Hospitality IndustryEunice Parcz
Hospitality is an industry composed of wide-range businesses that cater guests away from their homes.
Hi. You can reach me through my:
GMAIL: euniceparco @gmail.com
FB: Eunice Parcz
Combined presentation of student reports and the lectures on Lodging and Accommodation for the subject Principles of Tourism II for the College of International Tourism and Hospitality Management of the Lyceum of The Philippines Cavite, Campus. All photographs are grabbed from the internet and credit is due to their respective photographers.
Unit Topics:
Hospitality and Tourism
The nature of tourism services
Major categories of tourism product and services
Industry Terminology
Tourism Organizations
Learning Objectives:
Define the basics and purposes the nature of travel and tourism and the sectors of the modern visitor economy it supports
The guest cycle describes the activities that each guest passes by from the moment he/she calls to make a reservation inquiry till he/she departs from the hotel.
1. Guest Cycle
2. Front Office Systems
3. Guest Cycle under Three Different Systems
4. Front Office Forms
5. Front Office Functional Organization
6. Front Office Equipment
Combined presentation of student reports and the lectures on Lodging and Accommodation for the subject Principles of Tourism II for the College of International Tourism and Hospitality Management of the Lyceum of The Philippines Cavite, Campus. All photographs are grabbed from the internet and credit is due to their respective photographers.
Unit Topics:
Hospitality and Tourism
The nature of tourism services
Major categories of tourism product and services
Industry Terminology
Tourism Organizations
Learning Objectives:
Define the basics and purposes the nature of travel and tourism and the sectors of the modern visitor economy it supports
The guest cycle describes the activities that each guest passes by from the moment he/she calls to make a reservation inquiry till he/she departs from the hotel.
1. Guest Cycle
2. Front Office Systems
3. Guest Cycle under Three Different Systems
4. Front Office Forms
5. Front Office Functional Organization
6. Front Office Equipment
Definition - human resource management - Manu Melwin Joymanumelwin
Human resource management is defined as a strategic and coherent approach to the management of an organization’s most valued assets – the people working there who individually and collectively contribute to the achievement of its objectives.
The development of the concept of HRD, HRD practice in Indian and Global Context, The Profession of HRD and Implementation, The Challenges of HRD on 21st Century .....
In this presentation, we will discuss the Human Resource Development and how it functions to improve the utilization value of work force to increase professional efficiency and task delivery.
To know more about Welingkar School’s Distance Learning Program and courses offered, visit:
http://www.welingkaronline.org/distance-learning/online-mba.html
The presentation is about hospitality and healthcare services from a marketing perspective. The presentation details about the guest cycle in a hotel, the marketing mix of hotels, types of hotels across the globe.
It also highlights the evolution of hospitals, facilities in a hospital, and extended services in a hospital.
Project report impact of GST on Hotel IndustryDheeraj Agarwal
Pre and Post GST impact on Hotel Segment with special Reference to Hotel Arya Niwas, Jaipur
OBJECTIVE OF THE STUDY
1. The present study on GST focuses on the service sector particularly the hotel industry.
2. To study tax structure implied before the introduction of GST on the hotel industry
3. To study the GST levied on hotel industry particularly in a 3-star Hotel Arya Niwas
4. To study the impact on the cafeteria in Hotel Arya Niwas.
5. To analyze and find out the GST impact on customers.
6. To analyze the financial statement of the hotel before and after GST.
7. To study the need for GST in India.
8. To analyze the positive and negative impact of GST on the hospitality sector.
9. Scope and journey ahead of GST.
10. Finally, some suggestions, conclusions, and recommendations.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
India Orthopedic Devices Market: Unlocking Growth Secrets, Trends and Develop...Kumar Satyam
According to TechSci Research report, “India Orthopedic Devices Market -Industry Size, Share, Trends, Competition Forecast & Opportunities, 2030”, the India Orthopedic Devices Market stood at USD 1,280.54 Million in 2024 and is anticipated to grow with a CAGR of 7.84% in the forecast period, 2026-2030F. The India Orthopedic Devices Market is being driven by several factors. The most prominent ones include an increase in the elderly population, who are more prone to orthopedic conditions such as osteoporosis and arthritis. Moreover, the rise in sports injuries and road accidents are also contributing to the demand for orthopedic devices. Advances in technology and the introduction of innovative implants and prosthetics have further propelled the market growth. Additionally, government initiatives aimed at improving healthcare infrastructure and the increasing prevalence of lifestyle diseases have led to an upward trend in orthopedic surgeries, thereby fueling the market demand for these devices.
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
Skye Residences | Extended Stay Residences Near Toronto Airportmarketingjdass
Experience unparalleled EXTENDED STAY and comfort at Skye Residences located just minutes from Toronto Airport. Discover sophisticated accommodations tailored for discerning travelers.
Website Link :
https://skyeresidences.com/
https://skyeresidences.com/about-us/
https://skyeresidences.com/gallery/
https://skyeresidences.com/rooms/
https://skyeresidences.com/near-by-attractions/
https://skyeresidences.com/commute/
https://skyeresidences.com/contact/
https://skyeresidences.com/queen-suite-with-sofa-bed/
https://skyeresidences.com/queen-suite-with-sofa-bed-and-balcony/
https://skyeresidences.com/queen-suite-with-sofa-bed-accessible/
https://skyeresidences.com/2-bedroom-deluxe-queen-suite-with-sofa-bed/
https://skyeresidences.com/2-bedroom-deluxe-king-queen-suite-with-sofa-bed/
https://skyeresidences.com/2-bedroom-deluxe-queen-suite-with-sofa-bed-accessible/
#Skye Residences Etobicoke, #Skye Residences Near Toronto Airport, #Skye Residences Toronto, #Skye Hotel Toronto, #Skye Hotel Near Toronto Airport, #Hotel Near Toronto Airport, #Near Toronto Airport Accommodation, #Suites Near Toronto Airport, #Etobicoke Suites Near Airport, #Hotel Near Toronto Pearson International Airport, #Toronto Airport Suite Rentals, #Pearson Airport Hotel Suites
Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
As a business owner in Delaware, staying on top of your tax obligations is paramount, especially with the annual deadline for Delaware Franchise Tax looming on March 1. One such obligation is the annual Delaware Franchise Tax, which serves as a crucial requirement for maintaining your company’s legal standing within the state. While the prospect of handling tax matters may seem daunting, rest assured that the process can be straightforward with the right guidance. In this comprehensive guide, we’ll walk you through the steps of filing your Delaware Franchise Tax and provide insights to help you navigate the process effectively.
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
1. Week (1) part one
Introduction to Hospitality/Front Office
2. Welcome to the Hospitality
Industry
Week (1)
Introduction to Hospitality/Front Office
3. After Reading and Studying This Chapter, You Should Be
Able to:
Describe the characteristics of the hospitality
industry
Discuss why service has become such an important
facet of the hospitality industry
Suggest ways to improve service
Profitability of the hotel
Introduction to Hospitality/Front Office
4. Basic Characteristics of hospitality industry
The hospitality industry is part of the travel and tourism
industry.
One goal in common: to provide necessary or desired
products and services to travellers.
The hospitality industry consists of Accommodation and
food and beverage services.
Introduction to Hospitality/Front Office
5. continued.
Travel and tourism is one of the largest industries in the
world.
The hospitality industry is a fascinating and ever-changing
field.
Many concepts and innovations developed by the hospitality
industry have found their way to others fields such as
management, customer services, accounting, leadership skills
and food and beverage operations.
Introduction to Hospitality/Front Office
7. Accommodation as Part of the Travel and
Tourism/Hospitality Industry
Travel and Tourism Industry: All businesses that
cater to the needs of the traveling public.
Hospitality Industry: Refers primarily to
businesses that provide accommodations and
foodservices for people when they are away from
their homes.
Introduction to Hospitality/Front Office
8. Lodging as Part of the Travel and
Tourism/Hospitality Industry
Hospitality Industry includes:
– Accommodations
– Foodservices
– Other hospitality operations
Introduction to Hospitality/Front Office
9. Scope of Hospitality and Tourism Industry
Travel Meetings, Conventions and
Air Expositions
Cruise Restaurants
Rail Managed services
Coach
Recreation
Auto
Ecotourism Gaming
Lodging Attractions
Hotels Parks
Motels
Recreation
Introduction to Hospitality/Front Office
14. Scope of the Hospitality-Tourism Industry
Introduction to Hospitality/Front Office
15. Characteristics of the Hospitality
Industry
Product is intangible and perishable
No such thing as business hours
Hospitality operations run on a 24 hour basis all year
round
Characterized by shift work
Introduction to Hospitality/Front Office
16. Hospitality and Tourism
Largest and fastest growing industries
Common dynamics
Delivery of services and products
Customer and guest impressions are critical
Fascinating and ever-changing field
Can be very rewarding ( have found their way to
other fields)
Introduction to Hospitality/Front Office
17. “Seven Deadly Sins of Service”
1. Apathy (absence of passion)
2. Brush-off (To ignore or behave coldly
toward;
3. Coldness
4. Condescension (lack of respect)
5. Robotics
6. Rule book
7. Runaround (form of evasive excuses )
Introduction to Hospitality/Front Office
18. For Success in Service We Need to:
Focus on the guest
Understand the role of the guest-contact employee
Weave a service culture into education and training
systems
Thrive on change
Introduction to Hospitality/Front Office
20. Competencies for
The Hospitality Industry
On completion of this unit the student will able to:
1. Classify hotels in terms of the major target markets
attracted to the features and benefits they
offer.
2. Classify hotels in terms of the level of service they
provide for guests.
3. Identify the advantages and disadvantages of different
types of hotel ownership and affiliation.
Introduction to Hospitality/Front Office
21. Competencies for
The Lodging Industry
4. Identify factors that affect travelers’ buying decisions and
describe what hotels can do to reward loyal guests.
5. Describe characteristics of the business, leisure, and group
travel markets.
Introduction to Hospitality/Front Office
22. Type of accommodation
It is very important to be aware of all the different types
of establishments offering accommodation within the
Hospitality Industry.
Rating of the Hotel: ( Rating from AAA) Australian
Automobile Association (NRMA) and Australian Hotel
Association.
5 star : Establishment of international standard offering
24 hour in room dining, florist, gift shop, swimming
pool, gym and day spa, turndown service and fully
licensed with public bar and bottles shop.
Introduction to Hospitality/Front Office
23. cont.
4 star : Exceptionally well appointed establishment with
restaurant and room service from0700-2300- porter
available.
3 star : limited service, offer basic needs for the guests.
Introduction to Hospitality/Front Office
25. Identify guests and target markets
• Hotel or Inn: An establishment whose primary business is
providing lodging facilities for the general public and fully
licensed with public Bar and bottle shops for general public
as well.
• Motel: It is a lodging facility that caters primarily to guests
arriving by automobile.
• Target Markets: Groups of people that the hotel hopes to
retain or attract as guests who have been identified as
potential customers.
• Market Segmentation: to define or identify smaller, distinct
groups or “segments” within larger target markets who share
similar traits, needs and wants
Introduction to Hospitality/Front Office
26. Cont.
Guest: are the customers of the hospitality industry.
The are the people who pay for the services and
facilities provided by hospitality establishments.
Inbound visitor: A visitor travelling to Australia
whose main place of residence is outside Australia.
27. Four General ways of classifying hotel
Hotels are classified by :
1. Hotel size
2. Target markets
3. Levels of Service
4. Ownership and affiliation.
Introduction to Hospitality/Front Office
28. Types of Hotels
· Commercial hotels/corporate hotels
· Airport hotels
· Suite hotels
· Extended stay hotels
· Residential hotels
· Resort hotels
Introduction to Hospitality/Front Office
29. Types of Hotels (continued)
· Bed and breakfast hotels
· Vacation ownership and condominium hotels
· Casino hotels
· Convention hotels
· Alternative lodging properties
Introduction to Hospitality/Front Office
30. Hotels
Commercial Airport hotels
/corporate Hotels
Located in downtown or Located near the airports-
business districts- area especially international
that are convenient and airports.
of interest to their target
markets. Target Market: airline
passengers, cancelled
Guest amenities at
flight, airline personnel.
commercial hotels may
include complimentary Hotel-owned courtesy vans
newspapers, cable transport guests between
television, swimming the hotel and the airport.
pool, health club, high
speed internet access.
Introduction to Hospitality/Front Office
33. Airport Hotel
Introduction to Hospitality/Front Office
34. Hotels ( continued)
Suite Hotels Resorts Hotels
Suite hotels are among the Resort hotels are located in
newest and fastest-growing the mountains, on an island
segments of the lodging or exotic location away
industry. from crowded residential
areas.
These suite hotels feature
guestrooms with a living More leisurely, relaxed
room and separate atmosphere
bedroom. Some guest suites
includes a compact
Resort hotels provide
kitchenette with fridge and
special activities such as
mini bar. golf, sailing, skiing.
Target Market: Professionals
such lawyers, accountants
Introduction to Hospitality/Front Office
35. Resort Hotel
Introduction to Hospitality/Front Office
36. Hotels ( continued)
Vacation ownership Casino Hotels
hotel/time share hotel Hotel with gambling
Individuals who purchase facilities.
the ownership of
accommodation for a Casino hotels attract
specific period of time- guests by promoting
usually one or two weeks gaming and provide a
a year. broad range of
These owners then entertainment activities.
occupy the unit. Some casino hotels are
These hotels are very large, housing as
becoming popular in many as 4,000
resort areas. guestrooms
Introduction to Hospitality/Front Office
37. Casino Hotel
Introduction to Hospitality/Front Office
40. Extended Stay Hotels gives you the choice of budget studios for
business travel, relocation, temporary housing or vacations as well as
suites for daily and weekly rentals. Free yourself from the confines
of your average hotel room. Every suite has a kitchen so you can
cook and eat on your own schedule. Spend more time relaxing and
less money on your next trip for business or leisure.
When should you consider long-term studio suite accommodations?
Working on an extended project away from home
Going away on a budget vacation and still prefer to have a
kitchen and access to laundry
Remodelling or buying a home
Relocating to a new job
Visiting relatives
Introduction to Hospitality/Front Office
41. Levels of Service
• There are three levels of service:
• World-Class Service
• Mid-Range service
• Economy/limited Service
Introduction to Hospitality/Front Office
42. World-class Service
World-class service –sometimes called luxury
service.
Attract top business executives, entertainment
celebrities, high-ranking political figures and
wealthy clientele.
Oversized guestrooms, supply heated towels and
floor and selection of refreshment centers, and
more expensive furnishings, décor and artworks in
the guest-rooms.
Housekeeping provide twice daily service a day
(turn down service and daily cleaning service)
Introduction to Hospitality/Front Office
43. World-class service (continued)
World-class hotels stress personalised guest
services and maintain high ratio of staff members
to guests.
In some world-class hotels certain floors are
designated as executive floor and offer luxury
services.
Executive floors contain private lounge, and
offered special complimentary food and beverage
services.
Introduction to Hospitality/Front Office
44. Mid-Range Service
Mid-range service hotels attract the largest
segment of the travelling public.
The service is modest and sufficient.
The guests who stay in the mid-range service
hotels are business people, individual travellers
and families.
Introduction to Hospitality/Front Office
45. Economy/limited service
These properties provides clean, comfortable and
inexpensive rooms and meet the basic needs of
guests.
Economy service hotels attract budget-minded
travellers, tour groups, families with children and
group of conventioneers.
Introduction to Hospitality/Front Office
46. Ownership and Affiliation Categories
· Independent Hotels
· Chain Hotels
· Management Contract
• Franchise
• Referral Group
Introduction to Hospitality/Front Office
47. Independent Hotels
Independent hotels have no relationship to other hotels
regarding policies, procedures, marketing or financial
obligations.
For example
An Independent property is a family owned and operated hotel
that is not required to conform to any corporate policy or
procedure.
Its unique advantage is autonomy and flexibility.
Independent hotel can quickly adapt to changing market
conditioning.
Disadvantages are: unable volume purchasing, and broad
advertising
Introduction to Hospitality/Front Office
48. Chain hotels
Chain ownership imposes certain standards, rules, policies and
procedures.
Some chains have strong control over the architecture,
management and standards.
Advantage: Advertising, purchasing and marketing.
A chain is classified as operating under a management contract
or franchise or referral group.
Introduction to Hospitality/Front Office
49. Management contracts
Management companies are organisation that operate
properties owned by other. In other word, management
company is hired to run a hotel.
Management contracting a a means of expanding a hotel
company’s operations with far less investment.
Advantage: Expertise in operations, financial management,
staffing, marketing and reservation services.
Introduction to Hospitality/Front Office
50. Franchise and referral groups
Franchising is selling the right to conduct a business.
Franchisor offers the quality of product and develop
standards for design, décor, equipment and operating
procedures.
Some of the best known U.S hotels belong to franchise
and referral groups.
For example, Four points hotels by Sheraton are
franchises.
Advantage: Volume purchase, amenities, linen and
towels. Etc.
Introduction to Hospitality/Front Office
51. Referral group
A group of independent hotels that have banded together for
their common good.
Hotels within the group refer their departing guests or those
guests they cannot accommodate to other properties in the
referral group.
Introduction to Hospitality/Front Office
52. Categories of Guests
· Business
· Pleasure
· Group
Business Travelers: Those who travel
primarily for business reasons.
Leisure Travelers: Those who travel primarily
for personal reasons; these guests use private
funds for travel expenses and are often sensitive to
the prices charged.
Introduction to Hospitality/Front Office
53. Business Travel
The business travel market is important to many lodging
properties.
Business travellers were first and primary markets for hotels
dating back to many years.
Regular business travel is an important source of business for
many lodging properties.
Introduction to Hospitality/Front Office
54. Pleasure/leisure Travel
Pleasure travel is also very important.
Pleasure travellers are the most difficult to understand.
Business travellers consider the cost of travel is a necessary
expense but pleasure travellers are price-sensitive.
Introduction to Hospitality/Front Office
55. Group travel
Two kinds of group:
An organised tours, travel for pleasure
Business related group to attend meeting or
conventions
Introduction to Hospitality/Front Office
56. Hotel Revenue Sources
Guest Rooms
Meeting/Function Space
Outlets/Food and Beverage outlets
Why is this relationship so important?
Introduction to Hospitality/Front Office
57. What influences repeat business?
Many guests say that the most important factors that
bring them back to a hotel are:
1. the quality of services
2. the property’s overall cleanliness and appearance.
3. Good service is good business
Introduction to Hospitality/Front Office
58. What influences repeat business? (cont.)
Many things affect a guest’s selection of overnight
accommodation.
Buying influences include:
Satisfactory experiences with a hotel.
Advertisement by hotel or a chain organisation.
Recommendation by others.
Hotel’s location.
Public relations activities.
Direct mail communication.
Travel agent’s negotiating power on room rate to
control travel expenses.
Introduction to Hospitality/Front Office