The Global Hotelier

 Perceived as a person who has the

following basic competencies:
1. Self Management -- self-awareness and
development for personal advancement; work-
life balance
2. Effective Communication Skills
3. Multicultural Adaptivity – able to adapt through
multicultural environments
4. Team leader and player – promote healthy
environments that foster and encourages
cooperation and give-and-take relationships
5. Human relations – facilitators and managers
of employees
6. Strategic Competencies – strategic
management applications; objective approach
to organizational problems and concerns
The Global Traveller
 Technology driven
 Technology-dependent lifestyles
 Enhanced PMS of hotels which are internet-
based and user-friendly
 Budget-conscious
 Detail oriented
 Guests know what they want; service is the
key element
 Youthful
 Generation X (1965 – 1976), generation Y
(1977 – 1997) or the Millenniums, the Next-
Gens (1998 – onwards) as travelling market
Structures and Concepts
Owner
 has the ability / right to incorporate
hotel operations
 has the option whether or not to
involve the hotel in other
corporations owning hotels or join
any hotel associations
 relationship can be in the form of:
○ Lease
○ Management contract
○ Franchise agreement
Structures and Concepts
Type of Ownership
1. Sole proprietor
2. Partnership
3. Public limited companies
○ those companies that finance mega hotels
of 1000 rooms and above
4. Private limited companies
Structures and Concepts
Corporate Structures
 Similar to the hotel chain function
 reduce losses in the event of bankruptcy
 Exempt tax earnings on chain hotels

Types of Corporate Structures:

1. One corporation owning several hotels
 Simplest form of corporate structure
 Requires formation of one company where all
earnings are thrown in the same pot
 No protection limiting the potential loss in the
event of legal action taken against the
company
Structures and Concepts
Types of Corporate Structures (cont’d):
2. Parent company with individual subsidiary owning each
hotel
 Parent company functions as a holding company whose
principal asset is the share of the subsidiaries which own the
assets of an individual hotel
 Earning or profits flow from the subsidiaries to the parent
company by means of dividends, and are divided between
the general partner and the limited partners in a ratio
prescribed by the partnership agreement
 Provides maximum benefits in protection of the assets of the
chain from lawsuit
 Advantages in income tax, grants and incentives
3. Lease arrangement between parent company and
subsidiaries
 Protection against lawsuits or legal actions
 Income taxes, grants, and incentives are available to
individual entities
 Parent company functions as holding company, assets are
shares of subsidiaries
 Same advantages obtained similar to the parent company
Structures and Concepts
Types of Corporate Structures (cont’d):
4. Management arrangement between parent
company and subsidiaries
 Same advantages are obtained as in the lease
agreement in terms of taxes , incentives and protection
against lawsuit
 Providing services to the subsidiaries for which it
receives payment
 Parent company is the management company
providing services to subsidiaries for which it receives
a fee / fees
5. Joint venture (between chain and an outside
company)
 Purpose: developing and operating a specific project
rather than a series of projects
 Often used when one party is providing the basic
investment capital and the other is furnishing
management and development expertise.
Product Knowledge
 The basic product and services
offered by the hotel which may
include:
 number and types of rooms
 indoor and outdoor facilities and
services
 Amenities provided
 Rates and other pertinent details and
information, which may include other
properties of the organization
Operational Cycle
Pre-
arrival

Post
Arrival
Departure

Departure In-Stay
MAJOR FUNCTIONAL DEPARTMENTS
 Front-of-the-House vs. Back-of-the-
House
 Typical lodging operation can be
divided between :
 Administrative departments
○ manage the business responsibilities such
as accounting, human resources and
training, and marketing and sales.
 Service departments
○ responsible for serving the guest directly.
Administrative Departments and Staff
General Management (GM)
 in charge of lodging establishment (other
managers report directly to the GM)
 General Management / Administrative Staff
 General Manager
○ responsible for overall lodging establishment, have a
bachelor’s degree and at least 10 years work
experience
 Assistant General Manager
○ helps carry out the GM’s plans and serves as a liaison
between management and staff. Reports to GM
 Resident Manager (Rooms Division Manager)
○ supervises front office operations and reservations
and is responsible for emergencies twenty-four hours
a day when the GM is not on duty.
 Executive Assistant Manager
○ responsible for all room rentals; reports to the
Resident Manager.
Administrative Departments and Staff
Accounting and Financial Management
 keeps track of overall profits, records sales,
and calculates costs
 Accounting and Financial Management
Staff (Back Office)
 Controller / Comptroller
○ manages the accounting department, participates in
long-term financial planning, and provides daily
financial reports to management. Smaller facilities
often share the accounting responsibilities among the
GM.
 Management Information Systems (MIS)
supervisor
○ computer specialist responsible for solving computer-
related problems and making sure computer systems
are running as efficiently as possible.
Administrative Departments and Staff
Human Resources
 hiring labor and evaluate performance with
respect to local labor laws
 In some hotels, referred to as the PRD
(Personnel Relations Department)
 Human Resources Manager and Staff
 responsible for interviewing, selecting,
recruiting, training, and evaluating performance
of the operation’s staff.
 Motivating staff
 Providing pay increases
 Establishing employment policies
 Administration of labor laws
Administrative Departments and Staff
Marketing and Sales
 make sure their lodging facility suite their
customers (sales, advertising)
 Sell rooms and facilities by creating contracts with
guest, business and people involved in the travel
industry
 Marketing and Sales Staff
 Marketing director
○ responsible for generating new business, organizing
special events and conducting market research.
 Convention manager
○ plans meetings, determines rates, and sells the
facility’s banquet service.
 Convention sales manager
○ brings in the business by promoting the establishment
as a site for conferences, seminars, and meetings.
(larger properties also have positions such as tour and
travel sales manager and corporate sales manager)
Service Departments and Staff
Front Office
 have to give good first impression, good
people skills, manage rooms.
 the heart of all lodging properties.
 It has four main responsibilities:
○ check-in
○ reservations
○ information
○ checkout
Service Departments and Staff
Front Office
 Front office Staff
 Front desk manager
○ prepares budgets, maintains cost-control systems, and
forecast room sales. A good communicator and supervisor,
oversees a team of people
 Desk clerk
○ greets and registers guests, and performs all check-in
functions (including blocking rooms, verifying information and
providing details of room rates and availability)
 Reservations manager
○ oversees the reservations function and managers a number of
full-time reservations
 Bell captain
○ managers an number of employees, including bellhops, door
attendants and valet parking
 Concierge
○ specializes in providing a wide range of information services
(answer questions, books restaurant reservations, make
arrangements for car rentals, obtains theater tickets and more)
 Night auditor
○ works the evening shift, posting changes not reordered during
earlier shifts and balancing daily financial transactions
Service Departments and Staff
Housekeeping
 maintaining property, responsible for keep
guest ready and rooms prepared
 One of the most important departments, often
the largest, works closely with front office
personnel and maintains public areas
 Housekeeping Staff
 Executive housekeeper
○ oversees the department by hiring, training,
scheduling, and directing staff; purchasing and
maintaining an inventory of cleaning supplies
and equipment and setting cleaning priorities
 Room attendants
○ employees who actually clean guest rooms
Service Departments and Staff
Engineering and Facility Maintenance
 keep physical building in good running order and
maintain the operation’s mechanical equipment
 ensures that all mechanical systems are safe
and in proper working order
 Chief engineer
 plans and organizes the tasks to be carried out
by the department (administrative duties include
budgeting, coordinating and supervising repair
and maintenance orders, and negotiating
contracts – oversees the maintenance)
 Often train other employees to conserve energy
and save on utility costs
 Provide advice about equipment maintenance
and environmental control
Service Departments and Staff
Security
 protecting guest, employees and property,
developing and following all emergency
procedures
 emphasis is on preventing problems, protecting
guests, large establishments, hiring off-duty police
officers
 Security chief
 extensive law enforcement training, work with the
director of human resources, goal is to minimize
theft
 Provides on-going training
 Train security officers
 Some security officers dress in plain-clothes other
offices place guards in visible locations where they
can see everyone who enters and leaves the
facility.
Service Departments and Staff
Food and Beverage
 one of the most demanding arrears
 Food and beverage director
 supervises the most labor-intensive
department of a full-service lodging
operation
 Manages the formal dining room, coffee shop
and lounge, manager also directs the hotel’s
banquet, catering and room service
 Executive chef
 works with a sous chef and other chefs to
provide quality meals and refreshments for
hotel's guests