Accommodation | Love Marie G.

Razon (5)
Accommodation  War between Catholic and Islam
 Student must be able to learn the one of the INDUSTRIAL REVOLUTION 17TH
most important part of tourism industry CENTURY – building of hotels in Europe,
England, and America
 To gain knowledge about the lodging
industry  Building of building, factories,
establishments, hotels
 History, Pioneers of lodging, difference
 They used carriage for transportation
standards of star quality, hotel
organization structure EXPANSION OF HOTELS IN EUROPE
o L’Hotel des Bergues – Geneva,
 Introduction to the travel and tourism
industry by discussing the various types of Switzerland
accommodations around the world. ᴥ Lake Geneva is one of the cleanest
lakes in the world
ᴥ One of the most expensive cities to
5 sectors of tourism live in
1. Accommodation ᴥ Now owned by 4 seasons
2. Food and beverage ᴥ Alfresco – outdoor, open area dining
3. Recreation and entertainment o Le Danieli – Venice, Italy
4. Transportation o Le Grand Hotel Paris – Paris, France
5. Tourism Services
ᴥ Intercontinental Hotel
ᴥ One of the early hotel
1: Introduction ᴥ One of the most expensive hotels in
 A complex word that can be associated with the world
different meaning TH
18 CENTURY – Railroad Expansion and
 In the world of Hospitality and Tourism Mobility Era
industry accommodation means o More vehicles – Motels was established
 A building with rooms that provides TH
19 CENTURY – American started building
guests to stay, live, rest, and relax Hotel Chains
o Holiday Inn, Ramada, Intercontinental,
History of lodging TH
Marriott, Westin, Crowne Plaza
ROMAN EMPIRE – road building 20 CENTURY – Expansion of
 Known for 2 wars accommodation is still growing with its unique
approach to specific market. Trends is one of
 Exchange of goods and spices
the most considered aspects nowadays
 Started building roads for an easy access of
 Architect, Designers, Engineers puts their
villages
best effort to create an explicit type of a
 Since the roads take time to build, they need
hotel
a temporary lodging.
THE GREEKS – invented thermal baths for
rest and recuperation IMPORTANCE OF
 The mountains, hot springs have mineral that ACCOMMODATION
can heal wounds from war. Plays a MAJOR role in travelers overall
 There is a separated thermal bath for women experience
and soldiers  Creates home for tourist
CRUSADES – monasteries followed by Inns o Food and Beverage
1000 AD ◌ Signature restaurant
 Inns multiplied until it reaches Europe but do ◌ 3 restaurants
not offer food and beverage yet
▫ 1 coffee shop 1
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▫ Filipino food Corporate chains
▫ Buffet for international
CHAINS OWNERSHIP – group of facilities
o Relaxation that use the same name
◌ Spa  Company operates a number of properties
◌ Salon, Barber shop  Can be a different brand name
◌ Medical ▫ Jollibee: Mang Inasal, ChowKing,
o Lodging and other services Greenwich
o Shopping  Has its own unique ambiance, capturing the
o Sports-related amenities local culture
o Conference room  Although ownership is centralized, have
o Catering more optional independence than franchises
 Thousands of jobs created every year with ADVANTA Management decisions made at
rampant numbers of accommodation built GES headquarters
every year HEADQUARTERS:
 Encourage investors President, HR, Sales and
 A great amount of revenue Marketing / Corporate Offices
DISADVA No control over policies and
LODGING OWNERSHIP AND NTAGES procedures o Sofitel
o Shangri-La o Microtel
ORGANIZATION o Marriott o Mall of Asia
Establishments are managed in 1 of 4 ways. o Best Western o Fairmont
This would be by a/an: o Conrad o Peninsula
o Individual (private ownership)
o Hyatt
o Corporate chains
o Franchise chains
o Management contracts FRANCHISE CHAINS
Consists of two parties: FRANCHISOR and
FRANCHISEE
Individual Proprietorship FRANCHISOR: Gives the right, main owner
INDIVIDUAL PROPRIETORSHIP – owner FRANCHISEE: Buy the right to sell the
acts as the manager products and services of the company
o Single Proprietorships  An agreement between two parties using
 Manages not more than 20 people products and services in uniform way
 They have their own housekeeping people  You cannot change, add, remove any
(3) products and services
JOINT VENTURES – hoteliers form  Management control in the owner’s hand
partnership with investors  Same décor and image
 Two to four people ADVANTAGES
ADVANTA Full control = Decision making  Use of nationally known brand name and
GES It can be share of expertise or product
financial  National and international advertising and
DISADVA Full risk for the property reservation systems
NTAGES Bad times – lacks of financial  Lower borrowing costs
resources  Professional managerial assistance
Trouble raising capital to
 Group buying power and a central
expand or add new properties.
purchasing office – supplies at much lower
costs 2

 Employee training
DISADVANTAGES
 Initial franchise fees that are generally
quite high
 Jollibee requires M30.00
 Franchise fees usually include a percentage
of monthly gross revenues
 Adverse effects when owners do not live
up to costumers’ expectations
 Financial consequences
 Little or no flexibility regarding policies
and procedures
 A clause in the franchise agreement – to
buy back or cancel the franchise
MANAGEMENT CONTRACTS
 Separates hotel ownership and operation,
with individual or hotel chains
 Owners contract with a professional
management team
 Professional Team or Contract Operator will
assume responsibility
 I am a owner of ABC hotel, but I cannot
handle, I will contact a professional
management team who will manage the hotel
 It depends on the contract; The owner can
buy the system of the management team. If
there are changes in the management team,
they can leave you with a non-familiar
organization.
 They will train the employees
 Abroad has management contract.
ADVANTAGES
 If owner has limited knowledge of
hospitality business
 More likely to get financing
 Professional marketing plans
DISADVANTAGES
 Owner’s do not have control over
operational decisions
 Lack of communication of lower and
upper management
 Operator are well incentivized
 Failure of business
Accommodation | Love Marie G. Razon (5)
2: classifications of
accommodation industry
SIZE OF ACCOMMODATION
 The more numbers that you have, the more
products you can offer to your guests.
SMALL HOTELS – under 50 rooms
o Motel / Motorist Hotel
o Inns
o 1-star hotels
o RedDoors, Red Planet, GoHotels,
FersalHotel
 GoHotel is owned by Robinsons company
 Budget friendly, with breakfast
o
BOUTIQUE HOTELS – 50 to 150 rooms
o 1 to 3 star
o With amenities of food and beverage
o Azumi, Baylead, Cocoon, Aruga
 BayLeaf is owned by Intramuros, Lyceum of
the Philippines
MEDIUM TYPE OF HOTELS – 150 to 299
rooms
o Motels
o 3-to-4-star hotel
o Gym, Sports complex, Small event area,
Function room, 1 or 2 restaurants
o Holiday Inn, Hotel101, Microtel by
Wyndham, City Garden Grand Hotel,
City Garden Grand Hotel, HotelJen
LARGE HOTELS / LUXURY HOTEL – 300
to 600 rooms
o 4-to-5-star hotel
o Full function: With swimming pool, gym,
function areas, complete housekeeping
and front office service
o Hyatt, Fairmont Makati, Hilton Manila,
Shangri-La, Dusit Hotel and Resorts,
Diamond Hotel, City of Dreams
MEGA UPSCALE / COMPLEX HOTELS –
More than 600 rooms
o Resort 5-star luxury hotel
o With malls inside the property
o Theater or cinema
o Complete service of housekeeping and
front desk
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o CASINO: Resorts World, Okada, Solaire o Resort hotel
o Suite hotel
LEVEL OF SERVICE o Timeshare
BUDGET HOTELS – clean, safe and low-cost ◌ Joint ownership
rooms ◌ Specific amount of time
MID-SCALE HOTELS – have coffee shop, o Condominium Hotel
may have swimming pool ◌ House like: bath, living room, dining
UPSCALE HOTELS – service-oriented, wide area, kitchen
variety of benefits ◌ Azure
LUXURY PROPERTIES – prestigious area,
service is discrete and efficient UNDERSTANDING HOTEL
LOCATION TYPES
 Location also affect the number of tourists or HOSTEL – budget travelers and backpackers,
guests inexpensive, shared bedrooms (by bunkbeds)
DOWNTOWN – urban area located in major and communal facilities
cities MOTEL – designed for motorists, roadside
CITY CENTER HOTEL – city center, large hotels equipped with minimal amenities and
hotels found in city ample parking areas for motor vehicles
SUBURBAN – residential area with  Now transforming, they now offer
neighboring houses housekeeping and food and beverage
AIRPORT – hotel for transit passengers,  SOGO Hotel: Has mirrors everywhere,
delayed with a pole
CASINO HOTEL – found in city centers and COTTAGE – a small vacation house, typically
downtowns in rural areas
SMALL TOWN / COUNTRY HOTELS –  Some only have table and chairs
provincial or rural areas  Bahay Kubo
HIGHWAY – nearby highways, good for naps CHALET – wooden Alpine-style building
and travelers of long distance commonly found in mountain resorts
RESORT – in country side, beach side,  Made of wood in the mountain or
mountains, island environment
BOTIQUE HOTEL – furnished in a themed,
individual style, intimate in size and focus on
MARKET AND SPECIFIC providing guests with high-quality only less
FUNCTIONS than 100 rooms
o Airport hotel TIMESHARE – vacation property with shared
o All-inclusive resort ownership and use rights
o Bed and breakfast IGLOO – typical Eskimo house, it is a dome-
o Business hotel shaped snow structure
o Boutique hotel  Northern part of the world
o Casino (2016 downfall)  House of penguins and Eskimo
o Conference center VILLA – is often describe as a luxurious
country residence
◌ MICE – Meeting, Incentives,
 Bigger version of Cottages that has
Conference, Exhibition
multiple room
o Convention center
 Some have their own swimming pool
o Extended-stay hotel
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TREEHOUSE – a structure built from the ECO HOTEL – an environmentally friendly
branches of a tree accommodation aiming to promote sustainable
ICE HOTEL – a non-permanent hotel tourism
constructed from ice and snow CAPSULE HOTEL – a big hit in Japan, it is
CAMP – collection of tents, hunts, or other unique type of hotel that usually provides cheap
temporary structures and basic overnight accommodation in a
POP-UP HOTEL – new breed of number of teeny tiny functional rooms called
accommodation, a temporary lodging “capsules”
establishment usually set up for specific events  A lot of people in Japan offer themselves
 A hotel that is existing today but to work for extensive hours. Since they
tomorrow it is non existent cannot manage to go home they would
 Areas for specific event such as music sleep on the streets. As a solution they
events created capsule hotel.
BED AND BREAKFAST – independently run  A lot of Japanese love to drink Rice Wine
lodging establishment, breakfast is included in (Sake) and they would fall asleep in
the room rate random places.
INN – small establishment offering overnight MOVING TRAIN – a train accommodation
accommodation, food, and drink for travelers
(no amenities) PURPOSE OF VISIT
PENTHOUSE – an apartment situated on the
Business guests stay at business hotels –
highest floor of a building commonly appointed
downtown areas or near airports
with luxury amenities
Conference – goers stay at conference hotels
CHATEAU – synonymous with vineyard
Pleasure/vacation guest – concerned with price
estates but it can also be used to describe a
and location
French country house or castle
MANOR – a large historic house or mansion
with land, formerly owned by nobility LODGING AMENITIES
RV – usually used for traveling, a recreational o Accessibility
vehicle outfitted with the amenities found in a o Airport
home, including bathroom, kitchen, and o Beach
sleeping facilities. o Casino
 RV are also called caravans, camper vans, o City center
or motorhomes o Childcare
TENTED SAFARI CAMP – a permanent o Weddings
campsite of large accommodation units, situated
o Fitness club
in Africa
o Golf
 Animals are roaming around day and night
YACHT – type of luxury recreational boat o Pool
offering modern convenience, for water. o Ski
FARMHOUSE – houses attached to a farm, o Spa
often characterized by vernacular architecture o Tennis
PRIVATE ISLAND RESORT – ideal for
honeymooners and travelers in search of luxury ORGANIZATION AND
and seclusion
EXTENDED STAY HOTEL – offers the
FUNCTIONS
comforts of a traditional home along with Front of the House – direct contract or
discounted rate for long-term stay guests interaction with guests
o Front office
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o Food & Beverage  Human Resource Personnel
o Housekeeping  Depending on the size of property
o Costumer services
Back of the House – located in the head Sales and marketing
quarters or offices that does not deal with
 Responsible for sales, advertising, research
customers
and public relations
o Administration / Upper management
 Group convention sales
o Human Resources
 Public relations
o Sales and Marketing
 Marketing components
o Accounting
 Experts on how they will persuade customers
o Engineering
 Offers products and services in school for
o Security
familiarization tours
 Sometimes are Front of the House when
Administration meeting clients
GENERAL MANAGER AND ASSISTANT STRUCTURE AND HIERARCHY
MANAGER / GM  Sales and Marketing depending on the size
 Responsible for overall operation and also by level
 Assist and direct managers  Senior sales marketing acts as a supervisor
 Frequent updates on menu, changes, and  Manager overall in charge
upgrades  In some big chains, Directors are also
 Visible to all guests and ensures satisfaction department heads
 All head reports to them especially the
department heads ACCOUNTING
ALL DEPARTMENT HEAD or  Tracking all financial information
ADMINISTRATION
 Comptroller or financial officer report
 Front Office, Housekeeping, Food and directly to home office rather than to the
Beverage, Banquets, Kitchen, Security, general manager
Engineering Managers
 Auditors, accounts receivable supervisor,
 Responsible for their department success payroll supervisor, cashier and purchasing
 Direct supervision of their employees agent
 The most secluded and highly supervised
HUMAN RESOURCE department
DEPARTMENT  One of the smallest but generates huge
 In charge of Hiring Personnel Staff for amount of revenue
different departments  All financial transactions, deals with money
 Interns are included  Your clothes should not have any pockets
 Outsourcing of personnel  Smallest department in the hotel
 Provides information of job description, STRUCTURE AND HIERARCHY
salary, benefits, contracts, etc  Accounting staff is the least number of
 Performance based usually rely on the personnel inside of the Accommodation
reports of the Department Heads Sector
 No contact with guests at all  In some 3 to 5-star hotels, 2 to 3 persons will
STRUCTURE AND HIERARCHY: do
 Department Head  Personnel and Accounting Head
 Human Resources Supervisor/Senior/Junior
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ENGINEERING AND Reservat Recept Night Bell Guest
ion ion Audit Staff Service
MAINTENANCE or s
 Focus on physical structure  The Front Liners of the hotel since they are
 Maintenance the guest’s first touch
 Director of Engineering – knowledge of o RESERVATION: Reservation from
building maintenance and equipment guests
 Little contact with guests o RECEPTION: Check-in and check-out
o Lights, CCTV, Structures of guests, complains
STRUCTURE AND HIERARCHY o CONCIERGE: Gives information on the
The department includes different skilled attractions nearby, products and services,
personnel from: tour packages
o Electrical
o Mechanical FOOD AND BEVERAGE
o Computer
o Department Head – Master Engineer, DEPARTMENT
knows all types of Engineering  Fine dining, fast food, coffee shop service,
poolside bars, buffets, banquets, etc.
o HEAT (Healthy Eating of Shangri La
SECURITY o Sky Deck of BayLeaf
 Larger hotels – essential o Circles Event Café of Shangri La
 Protecting guests and property o Spiral of Sofitel
 Street dress rather than uniforms  Hotel reservations to forecast food &
 Not a stepping stone to hotel management beverage and staff requirements
STRUCTURE AND HIERARCHY  Executive chef and assistants/cooks
 Head of Security  FnB Managers, Supervisor, Team Leader
o Security Personal and Services/Food Runners, Cashiers,
o CCTV Personnel Hostess
o Supervisor STRUCTURE AND HIERARCHY
ᴥ In different post of rotational  Outlet Manager
 Assistant Manager/ Supervisors
o Host/Hostess – receives, asks for
Front office and Guest services reservation
 Direct contact with guests o Food Server – takes order, serves food
 Check-in and check-out o Food Runner – bussing out plates, and
 Providing information, answering telephones serves food
and cashiering o Busser – takes out dirty dishes
o Front office agent o Cashier – makes the food bill
o Concierge o Barista – mixes different types of drink
o Bellhops (alcoholic/coffee)
o Bell captain ◌ Bartender – alcoholic drinks
o Lobby porter o Sommelier – wine
o Doorperson ◌ What is the most expensive Wine?
STUCTURE AND HIERARCHY ◌ What is the wine fit for the dish?
Front Office Manager FOM ◌ What is the fruity wine?
Front Office Assistant Manager / Supervisor /
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KITCHEN DEPARTMENT TRAVEL LUXURY – meals delivered directly
to the room
 In some cases, Kitchen is the biggest part of EQUIPMENT – keep food hot, food cold
upscale and large hotels
 They provide exquisite and world class  Delivered as quickly as possible
cuisine  Cover additional costs – more expensive
o Fine dining than meals at the restaurant
o Casual fine dining  Service charge
o Buffet
o Lobby restaurant
 ROOM ATTENDANTS: Serves the food to
the rooms
o Coffee shops/Bakeshops
 Executive Chef – overall in-charge of the
operation Banquets and Catering
 Sous Chef – second in command  Responsibility of catering director or
 Section Chef/ Assistant cooks banquet manager
 Are classified as front of the house and back  Majority of banquets – Wedding,
of the house
Conventions, Bar, Anniversary, Dinner,
 Some kitchens are seen by people Business meetings, etc.
 Some requests for the chef
STRUCTURE AND HIERARCHY  Cash bar and open bar
Executive Chef – paper works, executive  More profitable
jobs STRUCTURE AND HIERARCHY
Sous Chef – 2nd in command, helps all the Banquet Manager
kitchen section Captain/ Supervisor
Chef de Cuisine – 2nd in command Waiters – more than 10
o Sections chef/ Assistant cook
◌ The Saucier - sauce Housekeeping
◌ The Poissonnier – fish chef  Executive housekeeper – supervising all
◌ The Rotisseur – roast meats room attendants, floor supervisors, serving
◌ The Grillardin – grill specialists and housekeepers, laundry
attendants
◌ The Garde Manger – cold food (fruits,
desserts, cheese, soups, salads)  Room attendants / Room cleaners /
◌ The Patissier – pastries and cakes Housekeepers
◌ The Tournant – relief cook/the releiver  Amenities for the guest
that helps around the kitchen,  Room checkers – cleaned to hotel standard
vegetable cook  In charge of the full setup and tear up of the
◌ The Expediter – finish product, from area
kitchen to front of the house STRUCTURE AND HIERARCHY
◌ Dishwasher – washing the used Executive Housekeeper/ Manager
equipment in kitchen
Assistant Manager
Room Service Supervisor
Desk Officer – Front Office and
Housekeeping 8

Room Attendants
Laundry Supervisor
◌ Linen Uniform Attendants
 Public Area Supervisor
◌ Public Area Attendants
 Experts on how they will persuade
customers
Hotel Star Rating means...
AAA: AMERICAN AUTOMOBILE
ASSOCIATION
 The AAA Rating Process is North America’s
premier hotel rating program. Whether you
seek simple roadside accommodations or a
destination resort experience, trust AAA’s
reliable ratings to guide your decisions.
 this indicates they offer clean, comfort,
security, safety
FORBES TRAVEL GUIDE
 Our professional inspectors travel the world
to assess hotels, restaurants, and spas based
on 900 objective standards that determine
our coveted annual Star Ratings
 Formerly known as MOBIL TRAVEL
GUIDE
1 STAR – basic accommodation, small rooms,
toilet and bath, budgeted, 24 hr. reception, or
daily cleaning.
o Table and chair
o Soap and Shampoo
o No food and beverage/ restaurant in the
vicinity
2 STAR – basic needs and amenities, with TV
and Telephone, cleaning, and a basic ensuite
bathroom
o Comfortable bed, Bedside table, Table
and chair
o With Food and Beverage available
ᴥ Limited
ᴥ Cafeteria that offers basic food such as
Coffee, bread, and pasta
3 STAR – quality, style, comfort, offer room
service, ensuite bathrooms, daily cleaning, a
Accommodation | Love Marie G. Razon (5)
desk or table, and WIFI, mirror dresser, hair
dryer, luggage rack
4 STAR – superior, upscale, high-quality, on-
site swimming pool, gym, bar/restaurant, valet
parking, larger lobbies, breakfast buffet,
minibar, bathroom amenities, iron, mini vault
 Larger property with 200 to 300 rooms
5 STAR – bar and restaurant on-site, spa, gym,
big bathrooms, comfortable bed, infinity pool,
bigger lounge, complete room package from
mini bar to bathroom amenities and room
service, laundry services.
3: Accommodation jargons
terminology
AVERAGE DAILY RATE (ADR) – revenue
generated by the income from hotel rooms
(occupied hotel rooms) sold
 Done by the night auditor
GLOBAL DISTRIBUTION SYSTEM (GDS)
– a large computer network that passes
inventory and rates
LOYALTY PROGRAMME – a rewards
programme for the regulars
PAX – no. of guests
AMENITY– complimentary item or service
provided by the hotel for guests
BLOCKED (BLK) – hotel rooms reserved
without a deposit
BOOKING (BKG) – acronym for booking
DOUBLE OCCUPANCY (DBL) – hotel rate
covers up to 2 people in the room
ETA – Estimated Time of Arrival
ETD – Estimated Time of Departure
F&B – Food & Beverage
RACK RATE – the original price of the hotel
before any discounts or promotional rates are
applied
LENTH OF STAY (LOS) – total nights that a
guest spends with a hotel
NO-SHOW – term for reservations where the
confirmed party does not show up without
contacting the hotel to cancel or change
 Check-in is often 2PM
PRPN – acronym for per room, per night
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PROPERTY MANAGEMENT SYSTEM
(PMS) – a software hotels use to manage all
operations
VIP – Very Important Person
VVIP – Very Very Important Person
MINI-BAR – a small fridge in a room with
food and drink that has to be paid for / not
complimentary
ADJOINING ROOMS – two hotel rooms with
a door in the centre
COMPLIMENTARY BREAKFAST – free of
charge
SUITE – a number of connected rooms in a
hotel forming one living unit
VALET – a hotel employee who performs
personal services for guests
NO VACANCIES– same as fully booked
RECEPTION– the area where guests arrive at
a hotel and check-in to their rooms
GROUP RATE – a negotiated rate that
incentives for a large crowd that books together
STANDARD ROOM – usually the cheapest
room in a hotel
DOUBLE ROOM – a basic room, but outfitted
to easily and comfortably accommodate 2
guests / 2 single room
QUED – a hotel room that can accommodate to
4 people
QUIN – a hotel room that can accommodate 5
people
PEAK (Season) – primary travel season
OFF-PEAK (Season) – slowest travel season
ADJOINING ROOMS – two hotel rooms that
have a door connecting them from the inside
LATE CHARGE– fee for staying pass the
check-out time
 12 PM
QUEEN SIZE BED – bed with plenty of space
for 2 people
KING-SIZE BED – extra-large bed
CALIFORNIA KING SIZE – 6 people
ROOM SERVICE – when a guest orders food
or drink to be delivered to their room
 Food, housekeeping
AMADEUS – a common GDS
 Reservations of Hotels, Airlines
DND – Do not disturb
Accommodation | Love Marie G. Razon (5)
 If it is more than 2 days, check-in with the
room
FOH – Front of the House
FOC – free of charge
COMP – complimentary
FIT – fully independent traveler
RES – reservation
REV PAR – revenue per available room
NIGHT AUDIT – a night audit is a
reconciliation of the previous 24 hrs. of
transactions (graveyard shift)
YIELD – revenue made
SKIPPER – a guest who leaves with no
intention of paying the room
WALK-IN – a guest who arrives at a hotel
without a reservation
DUE OUTS – guests expected to check out on
a given day who have not yet done so
GUEST FOLIO – form used to chart
transactions of an individual person or guest
room
POS – point of sale systems, common in
restaurants
VOID – reversal of charges which was posted
on the same day
MISC.. – miscellaneous charge
SLEEP OUT – a guest is registered to the
room, but the bed has not been used
DID NOT CHECK OUT (DNCO) – the guest
made arrangements to settle his or her account
but as left without informing the front office
o OOO – Out of Order (renovation, or long-
term)
o OOS – Out of Service (missing, short-
term)
o VC – Vacant and Clean
o VD – Vacant and Dirty
o VR – Vacant and Ready
o MUR – Makeup Room (requested)
o Accounts payable (hotel owes to vendors)
o Accounts receivable (
o European plan (EP) – bacon, bread
o American plan (AP) – waffles, egg,
potato
o Continental plan (CP) -
o Overbooking
10

o Petty Cash – money allocated from
“Float” for incidentals
MARKETING THE
ACCOMMODATIONS
INDUSTRY
Utilizing the 4 P’s of Marketing…
 Using marketing techniques and promote
nationally known chain or franchise hotels
differs greatly from the techniques and
approaches used for small, family-owned inn
or small hotels
LARGER HOTELS – have more resources
which creates high-profile advertisement
campaigns maximizing the used of Media
 TRADITIONAL ADVERTISING:
Television, Radio Newspaper, Magazines,
Internet, Social media
MALL PROTERTIES – limited resources and
must focus their communication efforts on
specific areas
PRODUCT
 Some hotels provide clean, comfortable,
simple lodging while Luxury hotels provides
world class type of service accompanied by
expertise of service staff and expensive
amenities.
 Hotel rooms tagged as INTANGIBLE and
PERISHABLE products
o Booking – intangible
o Once you are there – tangible
 Years ago, people only picture out the looks
of the room they will stay in. But with faster
approach pf technology people can virtually
see their accommodation
 Mobile Application – using smart phones
and tablets.
 Can provide a wide information about
Lodging and other products offered
o Tour packages
o Shuttle
o Souvenir shop
o Rooms
PRICE
Accommodation | Love Marie G. Razon (5)
 Very few hotels have a single fixed priced
for a room
o PEAK SEASON: Ber months, March,
April, May
o LOW SEASON: January, Feb
 Prices depends on the ff. factors:
o Location
o The room size and amenities
o The pricing of the target market
o Competitor’s pricing strategies
o Seasonality
o Group discounts (group rates)
o Available meal plans
▫ Breakfast is always complimentary
(cheapest)
o Hotel rating
 Prices is described as ELASTIC
 When there’s a high season the more
expensive the price goes.
 Business traveler are not influenced by
prices
 Paid by the company
 Overall tourism customer are price sensitive
PLACE
 Physical or geographic location of facility
 Channels of distribution
o Hotel website or brand website
o Online travel agent (OTA)
o Mobile
o Global distribution system
o Social media
PROMOTION
 Accommodations are promoted through a
series of communication devices
 Although it is not essential during high
season
 A lot of hotels do sponsorships for events
and festivals, especially special events
 Promotion in diff. ways:
o Social media
o Advertising billboards
o Pop up commercial
o Affiliated products and
service/companies
ᴥ Resorts World Manila 11
 Accommodation | Love Marie G. Razon (5)
▫ Marriott  CALISTOGA RANCH sits right in the
▫ Belmont Middle of Napa Valley and offers a
▫ Hilton Luxurious Nature Accommodation.
▫ Savoy TREE HOTEL – offers scenic view and the
▫ Sheraton top destination for Northern Lights
▫ Hotel Okura  LOCATION: Northern Europe Sweden
 Known for having a variety of Tree
Accommodation
MAKING GUESTS WITH  Offers year round of vacation
DISABILITIES  Has a tour guided activity around the Village
COMFORTABLE offers year-round of vacation
 There are a lot of PWD who travels
How must rooms be designed to facilitate these ICE PLACE
guests? ACCOMMODATION
o Size HOTEL KAKSLAUTTANEN & IGLOO
o Levers on doors that open outwards VILLAGE
o Bathroom accessible to wheelchairs with  LOCATION: Finland
roll-in showers/tubs  Offers several igloo houses
o Grab bars  Great year of year-round of vacation but
o Good lighting usually design for winter season
o Instructions very legible and also  You can find dog sleds, Santa’s house and a
available in Braille lot more
o Bed shaker for wake-up calls and alarms  Glass igloo and snow igloo are the top
o Close-captioned television attraction
o Lights that flicker when the phone rings ICE HOTEL
or someone is at the door
 LOCATION: Sweden

4: Different types of  Offers a year-round experience of sleeping

inside Ice Hotel
accommodations worldwide
 The first ever permanent Ice Hotel in the
Nature inspired getaways world

TORRES DEL PAINE NATIONAL PARK –
national park with a scenic view of Mountain of
Snow
 LOCATION: Southern end of Chile and
Argentina
 Good for camping and adventure activities
 Famous bran Patagonia inspired
o Clothing brand that provides sport type
apparel
o Commonly winter season
NAPA VALLEY – located
 LOCATION: North west part of California
 High-end restaurants usually visited by
Celebrities and Elites
 20 rooms made out of pure ice, a bar and
restaurant, and prayer room
SKY HIGH HOTEL
JW MARRIOTT MARQUIS HOTEL,
DUBAI
 One of the world’s tallest 5-star hotel with
o 82-storey
o 2 contemporary high-rise towers
o 1,608 rooms
o 15 restaurants and bars
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 Accommodation | Love Marie G. Razon (5)
o
top-floor cocktail bar and night club o 2561 rooms
GRAND LISBOA, MACAU o more than 50 restaurants inside the Hotel
 A casino hotel found in Las Vegas of Asia or  Comes with a luxury shopping mall, several
Macau halls and theaters
o 5-star hotel  On top is the famous boat shape like rooftop
o 58 floors with a panoramic view of Singapore and a
o 260 meters tall wide infinity pool
o over 400 luxurious rooms o Has al fresco dining
o 8 dining experience  SHOPS BY MARINA BAY are the malls in
the bottom
 One of the earliest Casino Hotel in Macau
 The star of Stanley Ho, the biggest Cushion
Diamond, displayed in the lobby of Casino
Unique hotel
Hotel JUMBO STAY HOTEL
LOCATION: Sweden
 It is named Lisboa because Macau is  Booing with 2 decks
conquered by Portugal  A decommissioned model of 747-200 jumbo
GENOVA HOTEL jet built in 1976
 Tallest hotel in the world from the  Originally created for Singapore Airlines but
Guinness World Records then served to PanAm
 It opened it doors to budget travelers by the
 Even if others have more floors, Genova year 2009 and can serve 33 rooms from form
has a full-on room type to suite
 Located in the heart of Dubai CAPSULE HOTEL
o 4-star hotel LOCATION: Japan
 Originated in Japan, design for budget
o 356 meters (1,167.98 feet) travelers and one night stay only in some
o 75 floors major cities
o 58 deluxe rooms and suites  It includes bed, air conditioner, power
sockets, small TV
o
5 unparalleled dining experiences located  This type of accommodation offers
in downtown Dubai centralize lounge, toilet and bath, vending
THE RITZ CARLTON, HONG KONG machine, restaurants, and laundry area
 Sits with 118 floors and has a panoramic DAS PARK HOTEL
view of the whole Victoria Harbour  LOCATION: Germany
 It is constructed from repurposed, incredibly
 One of the luxury hotels that offers pet robust drain pipes
friendly room  It offers a wide room like barrel with proper
With 2 Michelin stars out of 5 different ventilation
restaurants  Bed for two, tables and chair, storage
MARINA BAY SANDS, SINGAPORE underneath bed for your luggage and other
personal belongings and power sockets
o Divided into 3 towers  Pay as you wish policy
o 57 floors FARALDA CRANE HOTEL
13

 Private 5-star suite on top of the highest
monumental harbour crane of Amsterdam
 Feralda Crane Hotel is a famous landmark
and the amazing experience in Amsterdam
 The Spa Pool is exclusively available for the
guests of one of the 3 suites
o Mystique
o Secret
o Free Spirit
Celebrity Owned hotel
NOBU HOTEL
 Owned by 3 renowned businessmen Chef
Nobu Matsuhisa, Robert De Niro and Meir
Teper
 Properties of 13 hotels across the globe and 6
more upcoming new modern hotels
 43 restaurants with fusionize Japan Cuisines
 Most of the design is inspired with Japanese
art turned into modern
GWINGANA HEATH RETREAT
 LOCATION: AUSTRALIA
 Hugh Jackman part owned by the Xmen
Hugh Jackman
 Retreat is specifically designed to assist you
during any withdrawals from the world in a
beautifully isolated environment, providing a
cocoon from external distractions and stress
 Promotes health and offers facilitates such as
gym, yoga, sport courts, spa, wellness center
with over 200 hectares of property
 As part of being healthy, Cigars, Alcohol,
Drugs, Caffeinated drinks are prohibited in
the vicinity.
PALAZZO VERSACE
 Donatella Versace
 Gianni Versace is the first designer and owns
the fash
 Palazzo – definition of luxury, glamour, and
sophistication dedicated to the late Italian
fashion designer Gianni Versace
 World’s first fashion-inspired hotel located
in Australia and Dubai
 With over 200 rooms mixed with 72 high
quality condominiums (Australia)
Accommodation | Love Marie G. Razon (5)
 215 hotel rooms and suites, and 169
residences (Dubai)
 Covered with white and gold signature color
THE BEDFORD POST INN
 Richard Gere / Russell Hernandez
 Property dating back 1860;s
 Gere was one of the owners who decided to
restore the said hotel to give a historic
background of the property.
 You can choose one of their 8 luxury inn and
3 distinct restaurants.
World biggest island hotel
TROPICAL ISLAND RESORT
 LOCATION: Krausnick, Germany
Discover our outdoor area, tropical islands
Amazonia. Open all year round it features
swimming pools, sports facilities and mazing
Whitewater River
 Food and drink at our restaurant, bars and
lounges
 Themed guest rooms, lodged, or tents inside
the Dome
 Divided into 3 themes: Rainforest,
Amazonia, Bali Lagoon
 Used to be a hangar ang later purchased by a
Malaysian Company
Luxury hotel
FOUR SEASONS HOTEL TY WARNER,
NEW YORK
 LOCATION: Downtown Manhattan, New
York
 Ty Warner and the collaboration of Four
Seasons Hotel 52 floor with the total floor
area of 4300 sqft.
 Offers the luxury type of accommodation
with complete Amenities and service some
of it are the following
o Own spa and Jacuzzi
o Master bedroom
o Library
 Penthouse can be rented at a price of $60
000.00
MARK PENTHOUSE SUITE AT THE
MARK HOTEL IN NEW YORK CITY 14

 A 5-star hotel located in New York
 On the 16th floor of the hotel sits the Mark
Penthouse with
o 3 king bedrooms
o 2 queen bedrooms
o 6 bathrooms
o 2 powder rooms
o 1 library lounge
o Dining room for 12 person
o Private rooftop terrace access, panoramic
views of central park and city skyline.
 The said penthouse can be rented for $75
000 per night
HOTEL PRESIDENT WILSON POYAL
PENTHOUSE SUITE
 A 5-STAR IN Geneva, Switzerland a
property of Marriott hotels
 Dedicated to the 28th president of the United
States Woodrow Wilson
 The Royal Suite offers:
o A view of Lake Geneva
o Master Bedroom with its own Jacuzzi
Tub
o A 12 seater dining room
 The Suite can be rented for $80 000 per
night
THE PALM EMPATHY SUITE IN LAS
VEGAS
 A 4-star hotel located in Las Vegas
 The Empathy Suite sits on top of the Palms
Hotel with around 9000 sqft
o It offers service such as 24hr butler
service
o Chauffeured car service
o $10 000.00 credit inside the hotel
o Note that the Suite has a minimum of 2
nights per rent
 It can be rented for $100 000 per night
THE LOVERS DEEP ST.LUCIA
 Submarine offers you a captain, private chef,
and butler service such as:
o Helicopter transfer
o Speed boat transfer
o Beach landing
 Submarine cruises around the underwater of
Caribbean
Accommodation | Love Marie G. Razon (5)
 Rooms can be rented for $150 000 per night
Overwater Accommodations
1. Maldives
2. Burj Al Arab
 Most iconic hotel in Dubai built for more
than 5 years
o 2 years to stabilize the island
o 3 years for the hotel itself
 5 star hotel sits over the water with 56 floors
high
 Most of the interior is made out of Gold,
Swarovski Crystal ceiling and high class
Marbles
 It cost around $20 000 to $40 000 per night
Philippines Top Destination
1. Balesin Island, Quezon Province
2. Amanpulo, Palawan
3. Masibis Bay, Albay
4. Banwa Private Island, Palawan
5: property management
system
Traditionally, a hotel PMS was defined as
software that enabled a hotel or group of hotels
to manage front office capabilities, such as:
o booking reservations
o guests’ check-in/checkout
o room assignment
o managing root rates
o billing.
 A hotel PMS replaced time consuming,
paper-intensive processes.
 When we don’t have our computers, we are
practicing manual reservation
Key functions
o Room bookings
o Collection of e-payments
o Management of room inventory and
allocation
o Reservation emails
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 Accommodation | Love Marie G. Razon (5)
o Activities booking Benefits of PMS
o Enhanced check-in / check-out
Structure of hotel property capabilities
management system o Improved housekeeping service
CENTRAL RESERVATION STYSTEM: o Increased employee productivity and
 Connect with central reservation to connect engagement
our products and services o Effective hotel distribution management
 Where all hotels submit information about o Improved hotel revenue management
rooms o Better customer data management
o Location, Number of Rooms, Price
CHANNEL MANAGEMENT Cost of PMS
 The different ways to sell hotel rooms PMS cost depending on the following:
1. CRS WILL CONNECT WIT THE o Brands and size property
DIFFERENT CHANNEL o Number of rooms
MANAGEMENT o Features added
OTA – Online Travel Agency o Accessibility of the Organization
Metasearch – a search website
 The more features it has the more expensive
 If researched Manila Hotel, it will show
it is
multiple websites such as Agoda, Klook, etc
 The more departments can access the PMS
GDS – Global Distribution System
the more expensive it gets.
 Used by hotel, airlines, car rental
 In CTHI, they have a specific software for
 Anything that deals with travel industry
all students
Direct booking – website of hotels
 If they give you 5 access and you want to
OTA, Metasearch, and GDS are third party add 2 more, you need to pay
booking o Grades
2. THE CRS WILL RECEIVE THE
INFORMATION GOING TO PMS ▫ Passing
 The booking isn’t immediately booked, the ▫ Failed
Front Office will manually do it depending o Sensitive information
on the availability of the hotel.  Email domain are email that don’t use gmail
 Only has limited access, to the Front Desk or yahoo
only
 Housekeeping can check and change the PMS For Hotels and Resorts
status of the rooms o Maestro PMS
REVENUE MANAGEMENT o IQWare PMS
 Revenue is redirected to the PMS o Protel
 It automatically calculates the revenue per
room
CUSTOMER DATA MANAGEMENT and PMS For Small Hotels
CUSTOMER RELATIONSHIP o Little Hotelier
MANAGEMENT (CRM) o Hotelogix
 PMS controls the interaction of guest and o Opera
hotel.
 A guest asks about the hotel PMS For City Hotels and
 PMS stores information about the guest
Business Hotels
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 Accommodation | Love Marie G. Razon (5)
o EZEE Absolute DINING OUT
o Protel o Wait staff
o Vreasy o Wine steward/Sommelier
o Stays PMS o Buffet servers
IN THE LOUNGE
Tipping o Bartender/Cocktail waitress
Tipping can be a reward for good service
rendered. Tipping Guide: Special services
 Long ago TIP is an acronym for “To Insure LEISURE TIME CONCIERGE
Promptness” o Hotel Staff (Front Desk)
 Tipping etiquette has evolved into a secret o Hair Stylist
subculture with hidden expectations that
◌ Manicurist
aren’t always well understood buy travelers.
◌ Massage therapist
◌ Swimming pool attendant
Tipping Etiquette
Foreigners who are
o Time your generous with a long stay
tipping
who gives
o Keep bills handy for tipping
PHP 1000.00
o Don’t ask for change
o Know your tipping tendencies Accommodation gives millions of jobs across
o Know the tipping policy the world
ᴥ Tipping centralized – all people will See what the world offers in an accommodation
receive the tip
ᴥ TOTAL AMOUNT OF TIP / TOTAL Some have 2 or more answerslake
EMPLOYEE
ᴥ Personal tipping – to the person given
o Tipping is never required
ᴥ Tipping etiquette varies worldwide
▫ Japan
▫ Southeast Asian
If there is a Service Charge (SC) then it is up
to you to tip.
Tipping Guide
CHECKING IN
o Porter/Doorman
o Bell staff
IN YOUR ROOM
 If you see a money on top of the bed that is
for housekeeping.
o Room service
o Maids/Housekeeping Staff
o Maintenance/Service people
o Delivery of special items
COMING AND GOING
o Doorman
o Valet parking 17