FINALS EXAM Flashcards
From the French word “hospice”
to provide care/shelter for travelers
from the Latin word “HOSPITARE”
“TO RECEIVE A GUEST”.
latin word which means host or guest.
HOSPE
Greco-Roman concept of hospitality which means a guest chamber, inn or quarters, or hotel.
HOSPITIUM
The concept of hospitality is extremely old; it is mentioned in writing dating back to _____
ancient Greece, Rome and Biblical times
Patron Saint of Innkeepers and Travelers
St. Julian the Hospitaller
During the middle ages they constructed separate building to accommodate travelers, which is known ____________ a Greek word meaning inns
or resting places.
XENODOCHEIONS
the FIRST building in America specially built for the purpose of being a hotel with 73 rooms it was considered a very large property.
City Hotel in New York (1794)
-FIRST FIVE STAR HOTEL IN AMERICA
-a highly influential hotel designed in 1829 by Isiah Rogers in
Boston Massachusetts. The Tremont House was a four-story, granite-faced, neoclassical building, located at the corner of Tremont and Beacon Streets, with its main entrance on Tremont. It incorporated many hotel “firsts”:
Tremont House (1829-ca.1895) also called the Tremont Hotel
Who designed the tremont hotel
Isiah Rogers in Boston Massachusetts
what does tremont hotel offer
•Indoor plumbing
•Indoor toilets and baths
•Reception area
•Locked rooms for the guest
•Free soap
- First “modern” hotel
- Opened by Ellsworth Statler, many believed to be the first “modern” hotel.
The Buffalo Statler Hotel (1908)
who opened The Buffalo Statler Hotel (1908)
Ellsworth Statler
innovations in the hotel Buffalo Statler Hotel
•Fire doors
•Installation of light switches inside the room
•Private bathroom
•Key holes placed directly above doorknobs for easy access
•Circulating hot and cold shower in each room
•Full length mirrors
•Morning newspaper
Mr. Statlers Rivals who ended up buying his company
Hilton and Marriott
- THE FIRST FIVE STAR HOTEL IN THE PHILLIPINES
-A 500-room five -star hotel in Manila, Philippines, located in the heart of
the Manila Bay area. - the oldest premiere hotel to rival the Malacañang Palace, where the Philippine president now lives, and opened in 1912. It was the residence of General Douglas Mac Arthur from 1935 to 1941.
The Manila Hotel
where is the “ Manila Hotel” Located
in the heart of the Manila Bay area
the Manila hotel opened in _____.
It was the residence of _________ from ____ to ____.
-1912
-Douglas Mac Arthur
-1935-1941
CLASSIFICATION OF HOTELS
a.Location
b. Types of services
c. Price segment
d. Size (numbers of rooms)
e. Diamond rating (AAA)
f. Star Rating (DOT)
g. Type of Ownership
City Center Hotels ( classification according to location )
•Wide range of accommodations and services
•Typically have a signature restaurant
•Very accessible to business and commercial areas
•City Center Hotels can be further classified as: Luxury,
•Business, Suites, Economy, Residential
Airport Hotel ( Classification according to location )
- Located at or near an airport
- It works best for travelers who travel by air
- also the one chosen by airlines as venue for accommodation of lay-over passengers
(delayed/cancelled flights)
Freeway hotels and motels ( classification according to location )
-Often clustered in freeway, on the outskirts of towns and cities.
- Convenient place to stay for road travelers
- Guest could simply drive up, park outside the office, register, rent a room, and park outside the room.
Resort Hotel ( Classification according to Location )
-Located away from city or suburb
- Location carries a special attraction, other than the hotel
itself
- The attraction can be a natural wonder like a seaside, mountainside, amusement park
etc.
Full service hotel ( classification according to service )
-Typically, “Business Oriented”
- Meeting and convention services
- Wide range of facilities, services and facilities such as:
beverage outlets: restaurants (formal and casual), bars
and lounges meeting, convention and catering services
-business features: business center, secretarial services, fax, in-room computer hook up. butler services, concierge, special concierge floors
Casino Hotels ( classification according to service )
•Heavy growth segment
•Low rooms rates
•Themes are popular
•500 plus guest rooms
•Variety of food operations
•Contains a gaming room
Convention Hotels ( classification according to service )
•Provide facilities and meet the needs of groups attending and holding conventions.
•500 plus guest rooms
•Include larger public areas to accommodate hundreds of people at any given time.
•Usually offers: Concierge floor, Round-the-clock room service, In-house laundry, Business center, Travel desk, Airport shuttle service
Economy/ Budget Hotels ( classification according to service )
•Offers clean, reasonably sized and furnished rooms without frills of full-service hotels
•Focused on selling beds but not meals or meeting
•Some does not have restaurants or offer substantial food and beverage but they do offer guests continental breakfast in the lobby
CLASSIFICATION ACCORDING TO PRICE SEGMENT
- LUXURY $ 150 - $450 WESTIN
- UPSCALE $ 125 - $225 HYATT
- ALL SUITES $ 109 - $225 MARRIOT SUITES
- MIDPRICE $ 69 - $125 HOLIDAY INN
- ECONOMY $ 49 - $69 DAYS INN
Extended stay hotels ( classification according to service )
•-cater to guest who stay for extended period
•- they also take guest who stay for shorter time but
•majority are long staying guests
•- offers full kitchen facilities and shopping services or
•a convenience store in the premises
Classification according to hotel size
- SMALL 1-150 rooms
- MEDIUM 151 – 400 rooms
- LARGE 401 – 1,500 rooms
- MEGA 1,500 and over room
classification according to diamond rating
- One diamond properties have simple roadside appeal and the basic lodging needs.
- Two diamonds properties have average road side appeal, with some landscaping and a noticeable enhancement in interior décor.
- Three diamonds carry a degree of sophistication through higher service and and comfort.
- Four diamonds have excellent roadside appeal and service levels that give guests what they need before they even ask for it.
- Five diamonds properties have the highest service levels, sophistication, and offerings.
These enterprises appeal to budget minded travellers. There is a limited range of facilities and services.
One Star: 25-40% achievement (251 to 400 points)
These enterprises appeal to the tourists seeking more than basic accommodation. They offer expanded facilities and higher level of comfort.
Two Star: 40-55% achievement (401 to 550 points)
-These enterprises offer a very good level of accommodation. There are more spacious public areas, higher quality facilities and a greater range of services.
Three Star: 55–70% achievement (551 to 700 points)
-These properties are upscale in all areas. Accommodation is refined and stylish. Service is responsive, often including an extensive array of facilities.
Four Star: 70–85% achievement (701 to 850 points)
These properties reflect the characteristics of luxury and sophistication. The facilities are world class in every manner and the meticulous service exceeds all guest expectations
Five Star: 85-100% achievement (851 to 1,000 points)
The concept of the hospitality industry which allows a business to grow more quickly by using the money of others than if it had to acquire its own financing
FRANCHISING
•It was in ___ when franchising of hotels began in the United States. It was when ________ franchised the Ritz-Carlton name in New York City
•In ____, Howard Deering Johnson (Howard Johnson by Wyndham) started franchising his hotels
-1907
-Ritz Development Company
-1927
- offer similar benefits to properties as do franchises
- it enables hotels and motels to share a centralizedreservation system and a common image, logo, or advertising slogan
- referrals may offer group buying discounts to members, as well as management training and continuing education programs
- size and appearance standards are less stringent than those in a franchise agreement
REFERRAL ASSOCIATIONS
- Responsible with the hotel industry’s rapid boom in 1970s offering little or no up-front financing or
equity is involved. - Hotel management companies often form a partnership of convenience with developers and owners
who do not have the desire or ability to operate the hotel. - The management company provides operations expertise, marketing, and sales clout in the form of a CRS.
- It allows the hotel company to manage the property for a period of 5, 10 or 20 years which enables
the company to receive a management fee. - In recent years, hotel companies increasingly have opted for management contracts because of less
capital
MANAGEMENT CONTRACTS
- It existed since the 1960s as mortgage holders but in 1980s, they began to own property outright
- Investors are looking for a reasonable return on investment (Patriot American Hospitality, Wyndham Hotels, and Starwood Lodging Trust)
REAL ESTATE INVESTMENT TRUST
FUNCTIONS OF A HOTEL
•Provide lodging accommodations
•Revenue Centers
•Cost Centers
•Serve and enrich society
•Create profit for the owners
-Makes all major decisions affecting the hotel
- Made up of key associates who head major departments:
EXECUTIVE COMITTEE
executive committees
• General Manager
o Director of Human Resources
o Director of Food & Beverage
o Director of Rooms Division
o Director of Marketing and Sales
o Director of Engineering
o Director of Accounting
3 main functions of front office
• to sell rooms
•to maintain balances guess accounts
•to offer services and meet guest expectations
this happens when the guest service provider offers or suggestively sells the features of a larger room, a higher floor, or perhaps a better view
UPSELLING
this happens when they try to narrow down customers’ expectations and try to fit
suggestions according to the needs/desires of the guests.
DOWNSELLING
•Looks after the registration of hotel guests and serves as communication and information center
•It is the hub or nerve center of the hotel
•It makes a first impression on the guest and one that the guest relies on throughout his or her stay for information and service
FRONT DESK
plans, organizes, directs and controls all areas of Front Office operations
FRONT OFFICE MANAGER
oversees the front desk operations, particularly the handling of registration of guests
FRONT DESK SUPERVISOR
attends to the registration of guests and provides information assistance
FRONT DESK CLERK
•-Handles inquiries and reservations for room bookings
•-Contact may be by telephone so exception to telephone manners and telemarketing skills are required.
•Generally, works from 8:00am – 6:00 p.m.
RESERVATIONS SECTION
directs and oversees operations pertaining to room sales and reservations
RESERVATIONS SUPERVISOR
attends to room sales and reservations
RESERVATION CLERK
Headed by Guest Services Manager who may also happen to be the Bell Captain
•-Responsible in escorting guests during check in and check out
•Does errands for the Front Desk
GUEST SERVICE DEPARTMENT AND UNIFORMED STAFF / BELL SERVICE
responsible in escorting guests during check in and check out. Does errands of the front desk
DOORMAN
responsible in escorting guests during check in and check out
BELLMAN/ BELLBOY
Handles and operates the switchboard or the telephone Communication System
TELEPHONE EXCHANGE
attends to all incoming and outgoing calls in the Telephone Exchange Section
TELEPHONE OPERATOR
- A uniformed employee of the hotel who has his or her own separate desk in the lobby
- Attends to various forms of guest request
CONCIERGE / GUEST RELATIONS ASSISTANCE
attends to any requests for guest assistance especially for VIP
CONCIERGE OFFICER
- Handles the transport of guest to and from the airport or other transport terminal.
AIRPORT / TRANSFER SERVICE
– Transport guests to and from the airport/other terminal; sells
hotel services to prospective patrons at the airport
AIRPORT / TRANSPORT REPRESENTATIVE
Handles special services like computer service, fax, email, photocopy, souvenir items, etc.
BUSINESS CENTER
Largest department in terms of people
•Oversee and manage the hotel cleanliness andsanitation
HOUSEKEEPING
Executive Housekeeper duties
o Leadership of people, equipment, and supplies
o Cleanliness and servicing the guest rooms and public areas
o Operating the department according to financial guidelines
o Keeping records
Providing guest safety and loss prevention
•Includes: security officers, equipment, safety procedures, identification purposes
SECURITY
Headed by Maintenance Manager Engineering department in the hotel is responsible for operating and maintaining the entire building service systems
MAINTENANCE / ENGINEERING DEPARTMENT
responsible for tracking and reporting information about the operation’s day-to-day activity and
profitability
ACCOUNTING DEPARTMENT
oversees all of the basic managerial functions in addition to maintaining all financial records. Requires a great deal of time spent researching, or reviewing the
work of others.
ACCOUNTING MANAGER / SUPERVISOR
responsible for maintaining records with given ledges or computer programs
BOOKKEEPER
developing and implementing efficient policies, procedures, and practices is the main priority of a controller, must oversee all aspects of the accounting department such as budget or report maintenance and preparation
CONTROLLER
process of promoting, selling, and distributing a product or service. This is done by solving customers’ problems and giving them what they want or need at the time and place
of their choosing and at the price they are willing and able to pay.
HOSPITALITY MARKETING
Human resources is frequently cited as a company’s most valuable asset - This department ensures the well-being of all employees. It also assists the other departments with
their recruiting and selection activities so that they are adequately staffed
HUMAN RESOURCES DEPARTMENT
The Director of the Food and Beverage department reports to the general manager
FOOD AND BEVERAGE DEPARTMENT
the food and beverage department is responsible for the efficient and effective operation of the following departments:
• Kitchen/catering/banquet
• Restaurants/room service/mini bars
• Lounges/bars/stewarding
This includes all the restaurants, bars and lounges that are located
throughout the hotel.
RESTAURANTS/ BARS / LOUNGES
- This department sets up rooms where small and large meetings and events including weddings and receptions are held. They take place in the various conference rooms and ballroom of
the hotel. They also provide the service of food and drinks to the guests at these events.
BANQUETS
This department includes all the kitchens of the hotel. These various kitchens order, receive, store, and prepare all meals in the hotel. They also prepare the buffets and the guest room
food amenities.
CULINARY
Since the food and beverage areas are all very busy from morning to night, much of the cleaning activity must take place overnight to ensure that the highest levels of cleanliness and
hygiene are maintained in all food preparation and service areas.
NIGHT CLEANERS
- Also known as In-Room Dining, this department provides meal and beverage
service to the guest in his or her room. This department operates 24 hours a day.
ROOM SERVICE
This department stores, cleans, and distributes all the equipment that is needed in food and beverage service for our guests. This department supports the entire food and beverage operation, providing important equipment supply and cleaning services to the kitchen and to every
food and beverage outlet.
STEWARDING
This is where all the fresh produce, meat, dairy and preserved foods as well as beverages are stored at the correct temperatures and in an orderly way until they are needed for preparation in the kitchens
STOREROOM
North America gained most of its culinary legacy from France through 2 main events: • French Revolution in 1793— caused the best French chefs of the day to lose their employment because their bosses lost their heads! Many chefs went to North
America as a result. • In 1784, Thomas Jefferson spent five years as envoy to France, and brought a
French chef to the White House when he became president.
CLASSICAL CUISINE
a French term meaning new cuisine, commonly refers to food that is a healthier, lighter
alternative to haute cuisine or cuisine classique. - It is generally perceived to concentrate on delicate dishes with simple yet elegant presentations
NOUVELLE CUISINE
generally refers to elaborately prepared food. Cuisine clas sique typically indicates French classic cuisine, often typified by dishes
laden with heavy ingredients such as cream and butter that are served by course. Cuisine classique was popularized in the 20th century and replaced service a la francaise, which required all dishes to be served at once
HAUTE CUISINE
