Transcript Document

Hospitality Industry
Hospitality is the cordial and generous reception and
entertainment of guests or strangers, either socially or
commercially.
The Hospitality Industry is comprised of those businesses
which practice the act of being hospitable; those
businesses which are characterized by generosity and
friendliness to guests.
A. Characteristics of Hospitality
Industry
1.
Inseparability
2.
Perishability
3.
Labor-intensive
4.
Repetitive
5.
Intangibility
B. Components of Hospitality Industry
1. Lodging Operations
-such as hotels, resorts, motels etc.
2. Transportation Services
-such as taxi, train, cruise ships, etc.
3. Food and Beverage Operations
-such as restaurants, bars, etc.
4. Retail Stores
-such as souvenir shops, etc.
5. Activities
-such as recreations, festivals, etc.
A Brief History on the Development
of
Lodging Industry
Historical Perspectives
Being hospitable can be traced
back to the civilizations of
Sumeria, Ancient Egypt,
Ancient Greece, Rome and
Biblical Times.
Two possible explanations why people in ancient times
felt required to be hospitable:
1. They felt that providing hospitality to strangers
were necessary to their religious well-being and;
2. Having superstitious belief.
The more logical in our modern
thinking explains that providing
hospitality was a result of a
“give and take” philosophy.
The need for a place to stay away from home is
as old as the first nomadic traveler.
Trading between two cultures created the
need for groups of people to travel
often great distances.
Trading between two cultures created
the need for groups of people to travel
often great distances.
 Along these trade routes, certain stopping
points became favored out of necessity.
 These stopping points became known as
junction points that grew into trading centers
and eventually evolved into cities.
 Journey segment is the maximum reasonable
distance traveled in one day along trade and
caravan routes.
 At these journey segments, lodging facilities
became a need. They were called relay
houses in China, khans in Persia, and
tabernas in Rome.
At some point, innkeepers began to
incorporate food and beverage service in their
operations.
Another development was the Roman network of roads that
crisscrossed Europe and parts of Asia and Africa. These
roads provided fast and safe routes for travelers.
The concept of hospitality was changed in
1282 in Florence, Italy. The innkeepers
created a guild or associations that
formed hospitality into business.
The industrial revolution of the mid-1700s created new
modes of transportation that further changed the way
people traveled.
The emergence of railroads and later the automobile
played large roles in lodging’s history because both
dramatically increased the lengths of journey segments
for a traveler.
As the evolution of lodging continued, new
facilities began to emerge as an option for
travelers.
The wealthy and landed aristocracy of the world
began to view the many spare rooms in their
castles and estates as sources of revenue.
 The best example of this can be traced back to the
English and colonial inns of the 1700s.
 The significant difference between the two was that
colonial inns offered rooms to anyone who could afford to
pay, whereas English inns were most often reserved for
the aristocracy.
 Another difference between the two was that English inns
rented out individual sleeping rooms, whereas colonial
inns regularly offered large rooms with several beds
inside. This meant that English inns could offer private
guest rooms, whereas colonial inns were better suited for
communal accommodations.
 The word hotel is the Anglicized version of the French
hotel garni, which translates into “large, furnished
mansion”.
 The first lodging facility that can be directly considered a
precursor of the modern hotel was the 73 rooms City
Hotel built in New York in 1794.
 It is a significant milestones in the evolution of lodging
because its sole purpose was to house guests. All the
previous inns were homes first, and lodging facilities
second.
In 1829, Tremont House was built in Boston. This
property was another milestone in the early
revolution of hotels.
It was considered as the first five-star hotel. Highly
trained staff, French Cuisine, and luxurious appointed
rooms combined to give guests the finest hotel
experience available ever to that point in time.
Amenities offered by the Tremont House include in-room
water pitchers and free soap, that was considered
revolutionary.
D. Classification of Hotels
1.
According to Size:
a. Small Scale (under 150 rooms)
b. Medium Scale (150 to 299 rooms)
c. Large Scale (300 and above)
2. According to Target Market:
a.
b.
c.
d.
e.
f.
g.
h.
i.
j.
k.
Commercial Hotels
Airport Hotels
Suite Hotels
Residential Hotels
Resort Hotels
Bed and Breakfast Hotels
Time-Share and Condominium
Casino Hotels
Conference Centers
Convention Hotels
Alternative Lodging Properties
3. According to Levels of Service
a. World-Class Service
b. Medium-Range Service
c. Economy / Limited Service
4. According to Type of Ownership and
Affiliation
a. Independent
b. Chain Hotels
- Management Contract
- Franchise
5. Reasons for Traveling
a.
Business Travel
b. Pleasure Travel
c. Group Travel
d. Buying Influences
6. According to Quality Ranking
a.
Deluxe
b.
First Class
c.
Standard
d.
Economy
7. According to Location
a. Center City
b. Suburban
c. Resort
d. Airport
e. Highway
E. Hotel Organization
Mission Statement
Defines the unique purpose that sets one hotel or hotel
company apart from others. It expresses the underlying
philosophy that gives meaning and direction to hotel policies.
A hotel’s mission statement should address the interests of
three diverse groups: guests, management, and employees.
Objectives
Are those ends an organization must
achieve to effectively carry out its mission.
An objective is more specific than a mission;
it calls for levels of achievement which can
be observed and measured.
Goals
Define the purpose of a department or division; they direct the
actions of managers and employees and the functions of the department
or division towards fulfilling the hotel’s mission.
Strategies
Are the methods a department or division plans to use to
achieve its goals.
Organizational Chart
A schematic representation of the relationships between
positions within the organization. It shows where each
position fits in the overall organization as well as where
divisions of responsibility and lines of authority lie. Solid lines
on the chart indicate direct-line accountability. Dotted lines
indicate relationships that involve a high degree of
cooperation and communication, but not direct reporting
relationship.
F. Classification of Functional Areas:
Revenue vs. Support Centers
Revenue Centers - those that sells goods or services to guests,
thereby generating revenue for the hotel (front office, food and
beverage outlets, room service and retail stores).
Support Centers - these do not generate direct revenue, but provide
important backing for the hotel’s revenue centers (housekeeping,
accounting, engineering and maintenance, and human resources
division).
Front-of-the-house vs. Back-of-the-house
Front-of-the-house - areas that involves guest and employee
interaction (front office, restaurants, and lounges).
Back-of-the-house - areas where interaction between guests
and employees is less common (housekeeping, engineering
and maintenance, accounting, and human resources).
G. Hotel Divisions:
1.
2.
3.
4.
5.
6.
7.
8.
Food and Beverage Division
Sales and Marketing Division
Accounting Division
Engineering and Maintenance
Security Division
Human Resource Division
Rooms Division
Other Divisions:
-Retail Outlets
- Recreation
- Casino
Rooms Division
The rooms division comprises departments
and personnel essential in providing the
services guests expect during a hotel stay.
In most hotels, the rooms division generates
more revenue than other divisions.
Departments under Rooms Division:
1.
Front Office Department
2.
Housekeeping Department
The front office is the most visible department in a
hotel.
Front office personnel also have more contact with
guests than staff in most other departments.
The front desk is usually the focal point of activity
for the front office and is prominently located in the
hotel’s lobby.
Functions of the front office:
Sell guestrooms, register guests, and assign guestrooms.
Coordinate guest services.
Provide information about the hotel, the surrounding community and
any attractions or events of interest to guests.
Maintain accurate room status information.
Maintain guest accounts and monitor credit.
Produce guest account statements, and complete proper financial
settlement.
Sections under the
Front Office Department:
Reservations
Communications
Exchange or PBX)
Uniformed Service
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Bell Attendants
Door Attendants
Valet Parking Attendants
Transportation Personnel
Concierge
(Private Branch