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INTRODUCTION TO HOSPITALITY MANAGEMENT

Lesson One

Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, VisCa Baybay City Leyte

Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, VisCa Baybay City Leyte

THE HOSPITALITY INDUSTRY

CATGORIES ACCOMMODATION ESTABLISHMENT

SUITES HOTEL RESORT PENSSIONNE HOUSE Tourist Inn Motorist Hotel (Motel)

SUITES-a level of service provided by a hotel for a guest who desires at-home service HOTEL- a commercial establishment offering lodging to travelers and sometimes to permanent residents, and often having restaurants, meeting rooms, stores, etc., that are available to the general public. RESORT- a place to which people frequently or generally go for relaxation or pleasure, esp. one providing rest and recreation facilities for vacationers PENSSIONNE HOUSE-a place used for relaxation or recreation, attracting visitors for holidays or vacations

TYPE OF HTELS
Location

Size

city centre Suburban / downtown airport main road resort country

City centre hotels- big Small : less 25 Medium :25-99 Large :more 100 Major :more 300

Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, VisCa Baybay City Leyte

TYPE OF HOTELS:
Length of stay: Price:
Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, VisCa Baybay City Leyte

May be influenced by type of guest


transient :short resort :week + conference :2-3 days

May be determined by

Location Extent and quality of services Service standards (the number of hotel staff per room )
Luxury 900 staff for 300 room hotel (3:1) Moderate 600 staff for 300 room hotel (2:1

HOTEL CLASSIFICATION SCHEMES (STARS)

Luxury: offering the highest international standards Exceptionally well-appointed hotels, high standards, all rooms with bathroom, bath, shower, toilet Well-appointed. Private bathroom/shower. Meal facilities (TV & telephones in rooms) Bath or shower
small. Adequate bath or lavatory.

Hotel De luxe Class First class Standard Economy Resort AAA AA A SIR or special interest resort

Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, VisCa Baybay City Leyte

HOTEL GUEST ROOMS ROOM RATES


Number and type of beds and Layout

Price and type of facilities and amenities


Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, VisCa Baybay City Leyte

Twin room Double room Double-double Triple room Quadruple room Family room Connecting rooms

Economy Standard De luxe or enhanced guestroom Suite

Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, VisCa Baybay City Leyte

HOTEL GUEST ROOMS

TRIPLE ROOM

Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, VisCa Baybay City Leyte

suites

Suite

Hospitality

Penthouse

Executive

Corner

Junior

Suite

TYPES OF HOTEL SUITES

Suite

Suite

GUEST ROOM BEDS CLASSIFICATION

Single

bed bed

Double Queen King Roll

bed

bed

away out bed

bed
Pull

Sofa

bed

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Bed Pad

Bed

linens up and DND hang

STANDARD
ROOM AMENITIES

Make

Closet

with at least 2 hanger per occupant


Dresser

table with vanity mirror


Night

table with table lamp and chair


Thermo

jug filled with cold water, accompanied by 2 covered glass


Safety

materials materials

Information

Bed Cover
Bed skirt

Guest

laundry list with prices, along with a laundry bag


Garbage

can, underlined with plastic liner


Air

Dresser with vanity mirror

condition and telephone bathroom amenities (bath towel, bath mat, soup (1 per occupant), toilet tissue, sanitary bag

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Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, VisCa Baybay City Leyte

SET UP OF BATHROOM AMENITIES


Facial Tissue

Soap dish

Mirror

Linens

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HTEL TERMINOLOGIES
Guest description

VIP Very Important Person VVIP Very very important Person FIT free Independent traveler or Foreign Individual Traveler Joiner

Sleep-out Stay-over: anticiptes check-out but remains his departure date or any guest who stays overnight. Walk in

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ROOM STATUS TERMS


Occupied Complimentary Stayover On-change Do not disturb Sleep-out Skipper Sleeper Vacant and ready Out-of-order Lock-out DNCO Due out Check-out Late check-out

Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, VisCa Baybay City Leyte

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ROOM STATUS TERMINOLOGIES


Sleep out - registered guest, but the bed has not been used. Skipper: the guest has left the hotel without making arrangements to settle his/her accounts Vacant & Ready: room has been cleaned and inspected and is ready for an arriving guest. Out of Order: room is in need of maintenance Lockout: room has been locked so that the guest cannot reenter until a hotel official clears him or her DNDO (Did not check out): guest made arrangements to settle his/her account, but left w/o informing the front office. Due Out: the room is expected to become vacant after a days checkout time Checkout: guest settled his/her account and left the hotel Late check out: guest has requested and is being allowed to check out later than requested and is being allowed to check out later than the hotels standard check-out time.

Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, VisCa Baybay City Leyte

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HTEL ORGANIZATION

The Rooms Division


Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, VisCa Baybay City Leyte

Housekeeping Department Front Office Department Linen and Laundry Department

Directly involved in operations and service delivery

Food and Beverage Division Administrative Division

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DO YOU THINK YOU ACQUIRE THE REQUIRED

Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, VisCa Baybay City Leyte

COMPETENCY TO WORK IN THE HOSPITALITY

INDUSTRY?

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COMPETENCIES
it is a standardized requirement for an individual to properly perform a specific job

Abilities
Treats Characteristics
Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, VisCa Baybay City

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Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, VisCa Baybay City Leyte

ELEMENTS OF COMPETENCY

Motives Traits Self Concept

Hidden

Knowledge Skill

Visible

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ABILITIES

power or capacity to do or act physically, mentally, legally, morally, financially, etc.


Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, VisCa Baybay City Leyte

Traits

a distinguishing characteristic or quality, esp. of one's personal nature


Characteristics

a distinguishing feature or quality

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ABILITIES

Speak English at a basic operational level Communicate effectively on the telephone Work effectively with colleagues and customers Work in a socially diverse environment

Traits
Manage and resolve conflict questions Comply with workplace hygiene procedures

Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, VisCa Baybay City Leyte

Characteristics

Promote hospitality products and services

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Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, VisCa Baybay City Leyte

QUALIFICATIONS

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PHYSICAL PROJECTION
1. Grooming and Hygiene FEMALE MALE

Hair should be cut close Not spotless uniform; well ironed Tidy nails Guard against body odor Close shave Clean teeth

Consider tie hair Stockings Light and proper make-up Unexcessive jewelry

Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, VisCa Baybay City

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2. Basic Etiquettes
Smile and attend to guest; acknowledge their presence Recognized guest : use their names Welcome the guest as if they in their own home

3. EYE CONTACT
Intimidating Involvement Attitude Skill Knowledge

Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, VisCa Baybay City

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4. Orderliness
Keep forms arranged Pens must be in holders Keep counter tops free from articles Computers must always be ready Designs must be all set Registration form should be in order

5. Attitude
! ! ! ! ! !

Comes from with in The enthusiasm of taking his or her wok Cooperative Initiative Salesmanship honesty

Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, VisCa Baybay City

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MENTAL STATE OF MIND

Self discipline
o o

o o

Updates oneself continuously with the house rules and regulation Proper behavior brings reputation to your self, recognition and better person Amend mistakes immediately Improve skills

Courtesy
o

Should be inherit in one`s nature and a sign of one`s desire

Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, VisCa Baybay City

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THE FRONT OFFICE

HOMEWORK: CASE STUDY 101


Professor Catherine Vicente has allotted time in the HRI-201 Introduction to Front Office Management course for a field trip this semester. After the first few lectures, she wants to take her class to the hotel establishments in the vicinity of City College. The area is well known for its tourist attractions and is the headquarters of several major U.S. businesses. She appoints a group of students to assist her in setting up tours. One of the students, Maria, is a resident of the area and suggests they visit the grand old St. Thomas Hotel in the downtown area. She would also like to see a hotel located at the WideWorld Airport. Ryan, another student, has worked at a limited-service property in his hometown. He understands there is another hotel in that chain located on the outskirts of the city. David, who is applying for a job at a local hotel, wants to get information on all-suites hotels. Linda has heard there is a new extended-stay hotel in town and wants to know what makes that type of hotel different from a limited-service hotel. The group has sifted through all the requests and decided to form five teams to visit these places. Each team will appoint one spokesperson for a panel discussion. The spokesperson will present a five-minute summary of what was learned from the visit. What items do you think each spokesperson will include in his or her summary?

Aireen Y. Clores, MBA;DBMHM Dept. of Consumer, Hospitality & Tourism Management Visayas State University, VisCa Baybay City Leyte

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