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FUNDAMENTAL IN LODGING OPERATION

one of the world’s largest and fastest growing industry

one of the world’s largest and fastest growing industry

HOSPITALITY INDUSTRY

To recieve as a guest

Hospitare

A place to stay

Lodging

Scope of the Hospitality Industry

Lodging,Entertainment and Recreation,Food and Beverages,Travel and Tourism

Refers to the department or personnel that works with direct contact with the guest

Front Of The House

Refers to businesses that offer lodging or accommodation in conjuction with food and entertainment

Hotel Industry

Offers patrons opportunities to sleep cheap, yet spend big

Casino Hotel

Hotels Can Be Classified According to: (7)

Location/ Function and Services/ Market Segment/ Size/ Hotel Rating/ Type of Ownership/ Property Features

Hostelers (middle ages)

Inn Holders

generally located in center city for the convenience of the business traveler

Commercial Hotel

Accommodations of lesser quality

Hostels

Motel also called?

Motor hotel

Commercial properties that have the capability of hosting conferences and meetings

Convention hotel

Commonly describe as lodging establishment that attracts pleasure travelers or vacation seekers

Resort Hotel

Built in major travel centers. For business travelers, airline passengers with travel layovers, airline personnel

Airport Hotel

Denoted lodging facilities designed for guests who need long term accommodations

Extended Stay

Designed for travelers who stay 5 nights and longer

Residential Hotel

How many rooms are there in small hotels?

under 100 rooms

Responsible for receiving and processing reservation request for future overnight accommodations

Reservations

How many rooms in medium sized hotels?

151-300 rooms

What is the size of the hotel if the rooms are above 300?

Large Hotel

Most visible department in Hotel

Front office Department

also called private branch exchange

Telecommunication

They operate the hotel vehicles

Transportation Personnel

Best known employees on the uniformed staff

Bell Attendants

dedicated to welcoming guest to the hotel,They open the doors and assist guest upon arrival

Door Attendants

Security of vehicles are moved to and from the hotel entrance/They park the guest and visitors vehicles</p>

Valet Parking Attendants

Monitors the financial activities of the hotel

Accounting Division

Often found in a world class or luxury hotel/Duties includes arranging transportation for the guest and they provide information about local cultural events and other attractions

Concierges

Most important support department for the front office. Employs a larger staff than other department

Housekeeping Department

Ranks second to the rooms division in terms of total revenue. Supports room service , catering and banquet activities

Food and Beverages

What time usually the guest check- in in hotel?

2pm

Responsible for maintaining the property’s structure and grounds and electrical/ mechanical equipment

Engineering and Maintenance Division

Responsibilities includes: finding and hiring employees, training, employee relation, labor relations, administrations

Human Resources Division

Responsibilities includes: patrolling the property, monitoring surveillance equipment and ensuring the safety of all those on the hotels premises

Security Division

Other hotel divisions are: (3)

Retail outlets, recreation, casino

What are the 4 stage Guest cycle?

pre-arrival stage/ arrival stage/occupancy stage/departure stage

Traditional front office work shifts are:

Day shift 7am-3pm/ Evening shift 3pm-11pm/ Graveyard shift 10pm-6am

Guest has left the hotel without paying

Skipper

is typically for front office employees in most hotels

Fourty hour workweek

Cross checking accurancy of the guest before closing the current day operation

Night Auditor

Guest is registered to the room but bed has not been used

Sleep-out

Room cannot assign a guest

Out of Order (OOO)

Hindi dumaan sa front desk pero may payment or nag iwan ng bayad

DNCO (DID NOT CHECK OUT)

Extended stay at the hotel room

Stay-over

Guest has requested not to be disturbed

Do not Distured

Malapit nang mag check out si guest

Due out

Free charges, no charge for its use

Complimentary

In-stay Stage/“Nasa loob na ng room si guest”

Occupancy Stage

Guests choose their hotels/during this stage of the guest cycle

Pre-Arrival Stage

Is where we always put our best foot forward for our hotel guest<Handling guest luggage, hotel registration, opening guest account for check in, issuing key and welcome kit, escorting the guest to their room

Arrival Stage

The final stage of the guest cycle, guest services and guest accounting aspects are completed during this stage “Check- out process”

Departure stage

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What is the standard check-out time?

12pm or 12nn

Responsible for planning, organizing,leading and controlling the department

Director of Rooms

mode of reservations

Call,website,email,walk-in

Type of Reservation

Regular, Guaranteed, Non- Guaranteed

Key Steps in Handling Guest complaints are?(5)

Listen, emphatize, apologize, provide solution,follow up

The amount of money an organization has right to receive within some specified period against the delivery of products/ services

Accounts Receivable

The amount a hotel guest has to pay in line with the cancellation of their room reservations

Cancellation Charges

Form that is being filled out by the hotel guest before they check-in

Guest Registration Card (GRC)

Hotel guest did not show up on the day of their stat

No Show

Published rate, hotel rates without discount

Rack Rate

A guest is currently registered to guest the room

Occupied

The room is occupied but the guest has assessed no charge for its use

Complimentary

The guest has departed, but the room has not yet been cleaned and readied for re-sale

On-Change (vacant dirty)

The guest has left the hotel without making arrangements to settle his or her account

Skipper

The guest has requested and is being allowed to check out later than the normal/standard departure time of the hotel

Late check-out

The has been cleaned and inspected and it ready for an arriving guest

Vacant and Ready

The guest is registered to the room, but the bed has been used

Sleeper

The room has been locked so that the guest cannot re-enter until he or she is cleared by a hotel official

Lock-out

to promote the sale of hotel products and services, they research the market place and develop advertising and public relation programs

Sales and Marketing Division

Types of Rooms

Single/ Double/ Triple/ Quad Room/ Queen Room/King Room/double-double room/Mini or junior suite/adjoining room/adjacent room/studio room/ connecting room

Reason or purpose for existing

Organizational Missions

What system is usually used?

Property Management System

should complement and support the hotel’s mission and property-wide goals

Strategies and Tactics

Uniformed Services are (5)

Bell Attendants/ Door Attendants/ Valet Parking Attendants/ Transportation Personnel/ Concierges

Hotel’s three main constituent groups:

guest/ manager/ employee

Must perform or achieve to effectively carry out its mission/ More specific than a mission

GOAL

can reflect a hotel’s management philosophy

Hotel Mission Statement

refers to the department or personnel that performs behind the scene

Back of the House

a schedule how often an area is cleaned

FREQUENCY SCHEDULE

a list that help the housekeeping staff

ACCOMMODATION LIST

Sanitary fittings consist of toilet bowl

WATER CLOSET

a report that allows the housekeeping department to say the status of the room

ROOM STATUS REPORT

A person who heads the department responsible for location of guestroom

R.D.M. ROOM DIVISION MANAGER

sauteed items and all sauces

SAUCIER (saa-see-ur)

roasted, braised,grilled and fried meats

ROTISSEUR (ro-tee-sur)

different fish items

POISONNIER (pwa-sohn-ee-a)

hot appetizers, soups, vegetables, pasta,and starches

ENTREMETIER (on-trah-met-ee-ay)

cold appetizers, salad

GARDE MANGER (guard-mahn-zhay)

pastries, baked goods, desserts and breads

PATTISIER (pah-tiss-ee-ay)

Cooks who help chef de partie in food preparation

COMMIS

act as communicator between dining and kitchen staffs

CAPTAIN/HEAD WAITER

connector between kichen and server/ dispatcher

ABOYEUR

types of menu

TABLE D’NOTE /ALA CARTE MENU

plays a significant role in the

overall guest experience in an

accommodation establishment.

FOOD AND BEVERAGE DEPARTMENT

the computation of the food

and beverage cost before putting up the

desired income per menu items.

MENU COSTING

the science of balancing

the high and low food cost items to meet the

desired cost, strategically placing items in

the menu to generate higher food order

volume.

MENU ENGINEERING

Take orders, suggest food and

beverage items to the guests, and

provide the entire food service

cycle.

FOOD SERVER/WAITER

Plan, implement, review, and control the menu.

Maintain the appropriate costing of food and

beverage items.

EXECUTIVE CHEF