I.Types of hotel properties a.Hotels - usually offers guests a full range of accommodations and services, which may include reservations, suites, public dining and banquet facilities, lounge and entertainment areas, room service, cable television, personal computers, business services. b.Motels - offer guests a limited range of services, which may include reservations, vending machines, swimming pools, and cable television. The size of these properties averages from 10 to 50 units. c.All-suites - These hotels offer guests a wide range of services that may include reservations, living room and separate bedroom, kitchenette, optional public dining room and room service. d.Limited service hotels - The concept of limited service was developed for a specific segment of the market:business and cost-conscious travelers. The range of accommodations and services may include reservations, minimal public dining and meeting facilities. e.Extended-stay hotels - were designed to offer guests a home - away - from - home atmosphere over long stays precipitated by business, leisure, or personal necessity. II. Market orientation/location a.Residential - which provide guest accommodations for the long term Center - city : Hotels, All-suites, Limited-service and Extended-stay Suburban: All-suites, Limited-service and Extended-stay b. Commercial - which provide short-term accommodations for traveling guests. Center-city: Hotels, All-suites, Limited-service and Extended-stay Suburban: Hotels, Motels, All-suites, Limited-service and Extended-stay Airport: Hotels, Motels, All-suites and Limited-service Highway: Motels, All-suites, Limited-service and Extended-stay III. Sales indicators - including hotel occupancy and average daily rate, are another way of describing hotels. a. Occupancy - percentages measure the effectiveness of the marketing and sales department as well as the external and internal marketing efforts of the front office. b. Average daily rate (ADR) - The average daily rate (sometimes referred to as average room rate) is also used in projecting room revenues the amount of room sales received for a hotel. c. Yield percentage - measures a hotel manager's efforts in achieving maximum occupancy at the highest room rate possible. d. Revenue per available room (RevPAR) - is determined by dividing room revenue received for a specific day by the number of rooms available in the hotel for that day. IV. Levels of service a. Full-service - is a level that provides a wide range of conveniences for the guest. These services include, but are not limited to, reservations, on-premises dining, banquet and meeting facilities, and recreational facilities. b. All-suites - indicates a level of service appropriate for a guest who desires an at-home atmosphere. Services include separate sleeping and living areas or working areas, kitchenette facilities, wet bars. c. Limited-service - emphasizes basic room accommodations, guest amenities, and minimal public areas. A continental breakfast and/or an evening cocktail is often included in the price of the room. d. Extended-stay - is a level of service that offers a home-away-from-home atmosphere for business executives, visitors, and families who are planning to visit an area for an extended period. V. Affiliation - which indicate either chain or independent ownership of hotels, also categorize the hotel industry. These classifications are the most easily recognizable by consumers with regard to such features as brand name, structural appearance, and ambience. α. Chain Franchise - which include hotels that purchase operational and marketing services from a corporation, are further divided into franchisee, referral. company-owned properties, and management contract companies. Company-owned - a hotel that is owned and operated by a chain organization, allows the hotel company developer to act as an independent entrepreneur. Referral - Sometimes a hotel organization chooses to become a referral property-that is, to operate as an independent in association with a certain chain. Management contract - a hotel operated by a consulting company that pro-vides operational and marketing expertise and a professional staff, is similar to a referral property. b. Independent - Hotel operations which are not affiliated with any chains and operates on their own standards and policies. Most of them have limited resources and thus cannot directly compete with chain hotels. It provides a greater sense of warmth and individuality than does a property associated with a chain. Brands Hotel brands are an important part of the lodging industry, especially in consumer marketing. Branding allows a hotel company to create a concept in the mind of a consumer. This mind-concept helps the consumer classify a hotel's offerings. General Manager The person in charge of directing and leading the hotel staff in meeting its financial, environmental, and community responsibilities, develops organization charts that fit his or her plan to meet the goals of the company. Organization Charts Schematic drawings that list management positions in an organization an organization chart represents the span of control for the general manager. The assistant general manager/director of rooms of a lodging property holds a major responsibility in developing and executing plans developed by the corporate owners, the general manager, and other members of the management staff. Food and beverage director - is responsible for the efficient operation of the kitchen, dining rooms, banquet service, room service, and lounge. This includes managing a multitude of details with the supervisors of these outlets. Executive housekeeper - is responsible for the upkeep of the guest rooms and public areas of the lodging property. This person truly must work through other people to get the job done. is further responsible for maintaining and controlling an endless inventory of linens, soap, guest amenities, furniture, in-house marketing materials, live and artificial plants, and more.

The official reporting of room status at the end of the day is accomplished with a housekeeper's room report , a report prepared by the housekeeper that lists the guest room occupancy status as vacant, occupied, or out of order.

Room sales projections - a weekly report prepared and distributed by the front office manager that indicates the number of departures, arrivals, walk-ins, stay-overs, and no-shows-to schedule employees.

Transfers - which are forms used to communicate a charge to a guest's account, are used to relay messages and provide accurate information.

Housekeeping room status can be described in the following communication terms:

Available Clean, or Ready-room - is ready to be occupied

Occupied guest or guests - are already occupying a room Stay-over-guest will not be checking out of a room on the current day

Dirty or On-Change guest - has checked out of the room, but the housekeeping staff has not released the room for occupancy

Out-of-Order-room - is not available for occupancy because of a mechanical malfunction.

House count (a report of the number of guests registered in the hotel), security concerns, and requests for Amenities (personal toiletry items such as shampoo, toothpaste, and mouth-wash; electrical equipment).

Reporting of room status is handled on a face-to-face basis in a hotel that does not use a property management system (PMS).

Banquet manager - the person responsible for fulfilling the details of service for a banquet or special event, or sales associate, who books the guest's requirements for banquets and other special events, might be busy with another function.

Housekeeping room status - the report on the availability of the rooms for immediate guest occupancy.

The marketing and sales department - relies on the front office to provide data on guest histories, or details concerning each guest's visit. Some of the information gathered is based on ZIP code, frequency of visits, corporate affiliation, special needs, and reservations for sleeping rooms.

Guest history - is a valuable resource for marketing and sales, which uses the guest registration information to target marketing campaigns, develop promotions, prepare mailing labels, and select appropriate advertising media.

Controller - is the internal accountant of a hotel. He or she is responsible for the actual and effective administration of financial data produced daily in the hotel. In the lodging property, appropriate daily financial information must be available to corporate owners, management, and guests.

Director of security - works with department directors to develop cost-control procedures that help ensure employee honesty and guest safety. This person supervises an ongoing training program in cooperation with department directors to instruct employees in fire, job, and environmental safety procedures.

The director of marketing and sales - is constantly evaluating new markets, reviewing the needs of existing markets, watching new promotions by the competition, organizing sales blitzes, working with community and professional groups to maintain public relations.

This is an exciting position that requires endless creativity.

The major responsibilities of the front office manager include reviewing the final draft of the night audit, a daily review of the financial accounting procedures at the front desk and other guest service areas during the previous 24-hour period and an analysis of operating results.

Front office - is a pivotal point in communication among in-house sales, delivery of service to the guest, and financial operations. The position requires an individual who can manage the many details of guest needs, employee superviinterdepartmental communication, and transmittal of financial information.

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Human resources manager - is beneficial for everyone. This person is responsible for administering federal, state, and local employment laws as well as advertising for and screening job candidates and inter-viewing, selecting, orienting, training, and evaluating employees.

Marketing and Sales Director - in the title of this position, the marketing function is emphasized. The person in this position plays an essential role in all departments of the hotel. An effective director of marketing and sales not only wants to attract extemal sales such as conventions, small business conferences.

Floor inspector - a person who supervises the housekeeping function on a floor of a hotel, and each housekeeping employee must be trained in standard inspection techniques.

Director of engineering - is important in the overall delivery of service to the guest. This person oversees a team of electricians, plumbers, heating, ventilating. and air-conditioning contractors, and general repair personnel to provide behind-the-scenes services to the guests and employees of the lodging property.