hospitality

Hospitality

The act of kindness in welcoming and looking after the needs of guests, mainly in relation to food, drink, and accommodation.

Main components of Hospitality

Hotels, Food Service, Spas and Recreation, Cruise Lines, Theme Parks, Airlines

Challenges faced by medium-sized hospitality businesses

Financial struggles, constant industry changes, maintaining traditional styles, and strict bank loan requirements.

Trends in the hotel industry

Lifestyle hotels, outdated traditional star classifications, diverse market.

Reasons for tourism growth

Economic benefits, infrastructure investment, increasing affluence, changing travel patterns, and technological advancements.

Revenue Management

Total income generated from normal business operations before any expenses are deducted.

Key Performance Indicators (KPIs) for Revenue Management

Occupancy rate, ADR (Average Daily Rate), GOP (Gross Operating Profit), and REVPAR (Revenue Per Available Room).

Hotel Sales Department Tasks

Room sales, business development, client relations, event sales, and marketing.

Success Factor KPIs for Hotel Sales

Rooms night sold, revenue generated, response time, REVPAR, client retention, and sales achievement.

Business Mix for Hotels

Corporate, Leisure, Wholesale, Online travel agent, and Events.

Sales Strategy components

Targeted market, rate optimization, relationship building, bundling services, and promotions.

Demand Factors for Hotels

Seasonality, location, market segments, business activity, distribution channels, and reputation.

Examples of Hotel Sales Roles

Sales executive, sales manager, sales coordinator, corporate sales manager, MICE sales manager, and event sales manager.

Legionella

Type of bacteria that can cause a serious lung infection, found in water systems like hot water systems, spas and wellness facilities and fountains.

Bed Bugs

Insects that feed on blood, typically at night while people are sleeping often found in luggage, mattresses, sofas, curtains, behind walls or mirrors.

Food Safety

Handling food in ways that prevent illness, contamination and harm from bacteria, chemicals, objects, state of food, cleaning and pests.

Fire, Life, Safety

Addressing fire, electrical faults and structural emergencies from Kitchen fires, system failures, blocked exits, poor evacuation plan, natural disasters.

Value of Branding

Adds value by exciting a person about a brand and fulfilling the brand promise. Can increase sales through chain affiliation.

Core Values of a Brand

Show what the brand stands for, build trust, guide employees, make the brand stand out, and support honest marketing.

Brand Programs

Organized efforts or strategies created by a company to promote, strengthen and grow its brand, planned way to show people what the brand is about, through experiences, messages and actions.

Brand Communication Opportunities

Point of reservation, pre-arrival email, arrival, in-stay collateral, dining

Brand Identity Elements

Logo, colors, font, language, business cards, photography, email signatures, collateral, flowers, music, scent, uniforms, grooming, etiquette, recruitment.

Brand Activation

Doing something exciting that helps people experience your brand and remember it, for guests and employees.

Employee Engagement

Staff is the key to delivering the product, lack of talented staff could be main threat to the business.

Key aspects of Employee Experience

Working conditions, management and leadership, functional and technical support.

Guest Satisfaction

It is the foundation of success in the hospitality industry, measures how happy guests are during their stay and affects a hotel’s reputation and status.

Methods to measure Guest Satisfaction

Verbal feedback, surveys, reviews, and complaints.

Pre-Opening: Operating Supplies and Equipment focus

What we need, what do we buy, and how much do we buy, classified by hotel, facilities, demographics, brand, standards and budget.

Critical Path

Operational planning tool for pre-opening process that gathers and organizes all critical tasks for opening, categorizes tasks by departments, informs about duration of tasks and is used to determines due dates.

Hotel Operating Agreement

Agreement between the hotel owner and the hotel operator, involves completing on average around 3000 tasks.

Hotel Operator Goals

Integrate personal ambition from the hotel owner with business goals, SMART goals, Philosophy and ideals, Financial expectations, Time plan and Control and evaluation.

Balanced Score Card KPIs

Financial, education and growth, internal processes, and customer relationship.

How Evaluate Performance

Performance evaluation, Sequential implementation, Measuring success and Quality assurance.

Operator Search

NDA - non disclosure agreement, LOI - letter of intent, MOU memorandum of understanding & CONTRACT CHOICE.

Consultant Services

Resolves challenges, offers tailored solutions for hotels, restaurants and related businesses and have an unbiased insight.

Consultant Needed Skills

Empathy, listening skills, persuasion, and creativity.

Tools Used by Consultants

Feasibility study, operator search, hotel real state evaluation, operational consulting and asset management.

Key Topics to Advisor Success

Initial assessment, strategic planning, implementation via business coaching, tailored consultation and consistency in approach

Feasibility Study

Analysis of the proposed project, basis for every hotel development to collectible and evaluate all current and foreseeable conditions in the market to prove that it is profitable and sustainable in the market

Architectural Design Considerations

Hotel guest facilities, health and safety, security, back of house facilities and flow of guests.

Storage Types in Hotels

Dry storage, fridges, freezers, cool rooms, general storage, equipment storage (banquets), pantries on guest room floors, janitor closets, pool storage and front of house (luggage).

Property Maintenance Elements

Local service providers, BMS (Building Management System), Energy conservation, Environmental protection, Spare parts and Water valve (damage).

Property Access Considerations

Staff entrance, car port, pedestrian entrances and external restaurant entrances.