Front Office Management

HOTEL PAST & PRESENT

 ASSIGNMENT

Front office management

PREPARED BY- THUSHANPERERA22
 Group 2
• SANDUPAMA SILVA
• MADHAVI RATNAYAKE
• THUSHAN PERERA
• ISURU SUBARSHANA
• CHANDIKA DILSHAN BANDARA
• DILSHAN NADEESHA
• SHEHAN WIJEWICKRAMA
INTRODUCTION
 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.
 HOSPITALIT
Y

• Hospitality is cordial, generous

reception and entertainment of
guests, strangers, visitors either
commercially or socially
 RELATIONSHIP BETWEEN TOURISM AND
HOSPITALITY

Tourism Hospitality
Accommodating Lodging establishments
Dining Restaurants
Drinking Pubs, Coffee houses
Traveling Travel agencies
Information Guide services
 RELATIONSHIP BETWEEN TOURISM AND
HOSPITALITY
Service providers for tourism Service providers for tourism
Ho
l ity s pit
i ta al i
sp Tr
a ty
Ho
in
g Food and ve
l
Beverage
dg
Lo

outlets

Activities of Travelers

Tourism
 LODGING ESTABLISHMENTS

Evolution of transport methods are closely

knit with the development of
lodging establishments
 HOTEL

• Hotel is a multi-unit
commercial
establishment that
provides
commercial housing
for guests usually
without a private
kitchen
 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.
 Essential Departments of a
hotel

“Front office”
“Housekeeping”
“Food & beverage”
“Kitchen”
 TYPES OF HOTELS

• There are many classifications

for hotels.
– By Location
– By Target Market
– By Length of Stay
– By Size
– Etc.
 MARKET SCALE

• LUXURY
• UPSCALE-UPPER
• UPSCALE
• UPPER-MIDSCALE
• MIDSCALE
40%
• ECONOMY
 BY MARKET SEGMENT

• Limited Service 
• Motels 
• Full Service 
• All Suites 
• Extended Stay 
Structure of a hotel
Ground structure of a hotel
 Notable Innovations

• Atrium Concept
• Limited Service Hotels
• Technology advances
• Scientific Managerial
Techniques
– Marketing
– TQM
 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.
EARLY
OF HOTELS
HISTORY
 Early History

• The history of hotels is

intimately connected to
that of civilizations. Or
rather, it is a part of that
history.
 Early History
In Greece
“Thermal Baths”
“Mansions”
In Rome Built

For Government officials

 Early History
(i.e. Inns)
“Resting Places”
In Middle Eastern Routes For Caravanserais

“Abbeys”
In Middle Ages

Provide Accommodation For Pilgrims

 Early History

“Resting Places”
In Middle Ages

Multiplied 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
Ground Structure of an Inn
CAMPARISON
 Start of the Hotels

XV
CENTURY
ENGLAND INTRODUCED LAWS
FOR INNS
 Start of the Hotels
Industrial Revolution

1760
Rapid growth in Travel paved the way to build more Hotels
Mass tourism started
by Thomas Cook

1841
 Start of the hotels

City Hotels
Started in
New York and Copenhagen
In the 16th Century

Royal Hotel
The 1st of its kind

Holiday in London Started in 1800s

Resorts
Began to flourish in French-Italian
Riviera
 In Japan Ryokan

Guesthouses Sprang up

Dak-bungalows
In India

Provided reliable accommodation

3 major epochs of hotels
Grand hotel concept

1860-1960 Scientific approach

1960-1990
1990-Present
Customized age
Year Highlight Description
1829 The Tremont House, The 1st Deluxe Hotel in a
Boston 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 1st Hotel to have fire-

Hotel,Chicago resistant

1890 Le Grand Hotel, Paris 1st Hotel to be equipped

with electric lighting
Year Highlight Description
1880 Sangamore Hotel, New The 1st to provide
York electricity for all rooms
1890 Lausanne, Switzerland 1st Hotel School

Netherland Hotel, New The 1st to provide in room

York telephone

1919 Ritz Hotel, Barcelona 1st to provide hot and cold

water in the bathrooms

1920s Introduced Standard

Operating Procedures
(SOPs)
 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
 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”
1970-2000
 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.
 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
 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.
 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.
Guess how many?
GLOBAL BRANDED

7.5
HOTEL ROOMS

MILLION
 Guess what?

THERE ARE 211 STEPS TO

CLEAN A GUEST ROOM
AND 55 STEPS TO CLEAN A
BATHROOM PROPRELY
 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)
 Comparison
Criteria Past Present
Offerings Primary Secondary
Room sales Primary + Ancillary
Banquet services such as
Food and beverage Valet, Wi-Fi, movie
rentals, etc.
Prime Profit Guest
orientation maximization satisfaction
Ownership Independent Chain or
owners franchisee
Technology Manual Semi or fully
auto-mated
Standards Strictly Flexibly
 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
Thank you
 Check-out
11 MAY 2015

God made man; Tailor made Gentleman

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©Thushanperera44