L1, 2, 3, 4, 7, 13 Flashcards
A place where travellers can receive food, beverages, and lodging in exchange for payment, with the right to refuse service to individuals who are unfit or unable to pay
Hotel
7 hotel categories
Location
Number of rooms
Ownership
PRICING PLAN
Type of clientele
Length of guest stay
Star rating
6 location
Downtown Hotels
Suburban Hotels
Resort Properties
Airport Hotels
Motels
Camps
located at the center of the city in busy commercial and shopping districts
Downtown Hotels
Located on the outskirts of a city where land is cheaper
Suburban hotels
located at natural and man made sites
Resort Properties
Located in the precincts of an airport
Airport hotels
Located along principal highways and road junctions
Motels
Located on trekking routes
Camps
5 number of rooms
25 and less (small)
26 - 100 (medium)
101-300 (large)
300-1000 (very large)
above 1000 (mega)
25 and less (small) number of rooms:
Motels, lodges, bed and breakfast
26-100 (medium) number of rooms:
family operations promoted with personal wealth
101-300 (large) number of rooms:
family owned with assistance from financial institutions
300-1000 (very large) number of rooms:
hotels with public issue
above 1000 (mega) number of rooms:
hotels with public issue
4 ownership
Sole proprietorship
Partnership
Public limited companies
Private limited companies
a business owned and operated by a single individual
Sole proprietorship
a business owned by two or more individuals who share the profits, losses, and responsibilities
partnership
a company whose shares are publicly traded on the stock market
public limited companies
company owned by a small group of shareholders, typically family members or close associates
private limited companies
5 Pricing plans:
european plan
american plan
modified american plan
continental plan
bed and breakfast
room charges only
European plan
room + all meals
american plan
room + breakfast + lunch or dinner
modified american plan
room + continental breakfast
continental plan
room + english breakfast
bed and breakfast
5 types of clientele
business hotels
group hotels
family hotels
convention hotels
youth hostels
specialize in providing facilities and amenities for business and corporate travelers
business hotels
geared for volume traffic at any given time
group hotels
found mostly at resorts geared specifically for families
family hotels
specifically planned to hold large conventions
convention hotels
cater to the travelling youth
youth hostels
3 length of guest stay
transient hotels
residential hotels
semi-residential hotels
the type of accomodation where guests stay for short durations which at the maximum last for a week
transient hotels
equipped to cater guests on a longer stay
residential hotels
offers accomodations for both short term and long term stays
semi-residential hotels
one of the most definitive standards which guides travellers as to what to expect in a hotel
star rating (one star, two star, three star, four star, and five star)
Is a patented name that has unique products and services associated with the name
brand
a soda pop restaurateur, created
the —————— Motor Lodge
in Savannah, Georgia , that
expanded into the first chain
operation domestically and later
internationally.
Howard Johnson
Howard Johnson created the ———— in Savannah, Georgia, that
expanded into the first chain
operation domestically and later
internationally
Howard Johnson Motor Lodge
Started as a restaurateur with A&W
restaurant chain in 1928. He entered into the hotel industry ni 1940s and expanded it into a $5.3 billion ——– Corporation with segmented hotel chains such as Marriott Hotels, Residence Inns and Courtyard Hotels.
Willard Marriott
Willard Marriott Started as a restaurateur with A&W restaurant chain in —–
1928
He entered into the hotel industry in ——– and expanded it into a $5.3 billion Marriott Corporation with segmented hotel chains such as
Marriott Hotels, Residence Inns and
Courtyard Hotels.
1940s
The first budget hotel in Tacoma Washington that grew into a successful chain throughout North
America. ————- now has added
amenities such as TV and telephones and bed linen as essential to stay in the business
Travelodge
3 types of chain associations:
Partnership
franchise
management contract
Sharing equity and profits A —————- occurs when a chain and an independent investor jointly finance a hotel project.
partnership
Providing name and association against a fee. license given by a franchiser (in this case the chain) to a ———- who can be an individual, partner, a small corporation or a group of investors.
franchise
Providing professional managers, technicians, manuals, systems, etc. against management fees and a share of profits as incentive payment In most of the cases, the sub-staff are all hired locally to save labour cost.
management contract
LESSON 3 TBR: has a set of departments responsible for food and beverage
The Food and Beverage Division
are non-revenue that create and support sales
Staff departments
Front Office Department has following 4 functions . This are:
To reserve rooms
To register guest into the HOTEL
To provide information to guest during stay
To maintain their master bills
-The front office is supported by the ————- based in the lobby.
Uniformed services
Uniformed services 3 main functions are
-To provide porter services to handle guest baggage
-To provide transportation services
-To provide concierge assistance for external facilitation
is viable revenue generating operation nowadays, in a business hotel.
business centre
this department is responsible for cleanliness, maintenance and the aesthetic standard of the hotels
housekeeping
responsible for all health and recreational activities
health club and recreation center
Some health club includes:
swimming pool
massage rooms
spas
refers to all those activities that people choose to do to refresh their bodies and minds and make their leisure time more interesting
recreation
has become increasingly essential in most superior in the hotel. This is because
of the emergence of woman traveller as significant market segment
beauty salon
An extension for beauty salon for women, is the —– for men.
barber shop
This minor revenue outlet falls under
the purview of housekeeping
flower shop
this department is responsible for air-conditioning, exhaust systems, carpentry etc
engineering and maintenance
involves tracking income and expenses managing cash flow, preparing financial statements etc
finance and accounts
those that support revenue- generating activity in hotel
staff departments
-is vital to any hotel operation as it is concerned with the very important resource: people
-is accountable for managing employee compensation and
benefits
human resource department
creates Groundwork that results in sales
marketing department
team is responsible for maximising a hotel’s revenue by developing strategies and business plans to increase revenue
sales and marketing
-departments are networked to access information that is important for their operational success.
-refers to the information and communication technologies used by hospitality and tourism business, which help organizations fulfill their
business functions that result in value for all stakeholders:
consumers, businesses,
governments, the public.
information technology
the management of the safety of guests and property in hotels, lodgings and entertainment facilities.
Terrorist actions, fire, and theft
security
is responsible for cleaning and maintaining guest rooms and so this knowledge is essential for a housekeeping professional. The features in each room determine the time and guest supplies required to prepare a room for sale
Housekeeping
what does a room mean to a guest? 6
- It means comfort
- It means security
- It means privacy
- It means convenience
- It means cleanliness and hygiene
- A “home away from home”
it means comfort: 3
Quality beds and mattresses
Temperature control
T.V. Entertainment
It means security: 3
single door for entry and exit
double locks from inside
peep-holes
Guest room windows are provided with curtains or blinds
It means privacy
A guest is provided with entertainment, food and beverage services, telephone services etc
It means convenience
a room is the most personal area of a guest during his/her stay. A room must be clean and the bathroom made hygienic for guests stay
It means cleanliness and hygiene
hotel room provides a residence and address when a guest is travelling. They expect all the comfort and security of a home and are willing to pay for it
a “home away from home”
19 Types of rooms:
Adjacent rooms
Adjoining rooms
Cabana
Connecting Room
Double room
Executive room
Single room
studio
triplet
twin room
quad
queen
junior suite
double suite
duplex suite
executive suite
single suite
tourist huts
chalets
5 types of suites:
Junior suite
double suite
duplex suite
executive suite
single suite
Two rooms opposite each other
across the corridor
adjacent rooms
Two rooms that are besides each other
adjoining rooms
A room with a sofa-cum-bed ideally situated beside swimming pools or beaches
cabana
Two rooms with an interconnecting door
connecting room
A room with one king-size double bed
double room
A room with additional features like Internet connection, computer points, mini bars, etc
executive room
A room with a single bed
single room
A room with a sofa-cum-bed
studio
A double room with one extra rollaway cot
triplet
A room with two single beds
twin room
A room for four people fitted with twin beds and two rollaway beds
quad
A room with a queen-sized bed
for single or double occupancy
queen
A room with a seating parlour and a bed
junior suite
Two rooms, one serving as a living-cum-dining area and the other with a double bed
double suite
Two suites on two floors with an interconnecting staircase
duplex suite
Suite specially fitted for business executives
executive suite
Two rooms, one serving as a living-cum-dining area and another with a single bed
single suite
An independent suite detached from the main hotel. They will be found in resorts for greater privacy and exclusivity. Some suites have kitchenettes.
tourist huts
Independent homes for lease found in Switzerland
chalets
are the knowledge, skills, abilities, and behaviors that contribute to individual and organizational performance.
competencies
is information developed or learned through experience, study or investigation.
Knowledge
is the result of repeatedly applying knowledge or ability.
Skill
When we —- at our guests, we have the power to make them feel welcome and comfortable.
smile
Guests evaluate a property by how —– the hotel personnel are. They observe whether the maid’s carts are kept clean and in an orderly fashion. Corridors must be kept clean and free from litter.
orderliness
The hotel business is a social
business. All front/line personnel
are required to have the ability to
communicate effectively with
certain manners and etiquettes
associated to a good host.
basic etiquettes
is an important FEATURE of a hotel
professional. The room attendant, floor supervisor, houseman, public area personnel and cloak room attendants have face-to- face contact with guests of the hotel.
grooming and hygiene
Some Tips for a Male Housekeeping Professional 3
- Hair should be cut close.
- Shoes should always be polished, and of a conservative style.
- Uniforms must be crisply ironed and clean.
Some Tips for a Female
Housekeeping Professional 3
- The elastic hair band should always be clean.
- Stockings should be clean.
- Excessive jewellery should be avoided.
is one of the essential competencies at the time of recruitment. Results
are the responsibility of the entire team and not the team leader alone.
Teamwork
is a small group of people, who rely on each other to achieve a common goal. No one person can deliver any goals.
team
is a buzzword in modern
operations. We wear an ——-. In other words, _______ are something that WE OWN and are responsible for.
Attitude
7 KEY ATTITUDES OF HOUSEKEEPING
-The joy of serving people
-A cheerful attitude
-Cooperation
-Pride in one’s work- This brings excellence
-Initiative
-Salesmanship
-Honesty
The benefits of service are many.
People are giving business to those
who have better service. A good
service gets better paychecks and
tips. It ensures repeat customers.
The joy of serving people
It is infectious and spreads cheer and goodwill to others. It fosters a pleasant and tension-free workplace.
A cheerful attitude
is vital in team performances. Unless you do not cooperate with others, they will not cooperate with
Cooperation
There is a difference between doing routine work and doing work with an aim to make a difference.
Pride in one’s work-This
brings excellence
This is a valued competency in today’s world. The only way to beat competition is to innovate and bring to Tavad mubluarte in new ideas. Each housekeeping professional must always look for new ideas and introduce them.
Initiative
This is a vital job requirement to motivate the guest to spend that extra dollar.
Salesmanship
This is a precious attribute. There are many TEMPTATIONS in a service operation. There are opportunities for theft of property and guest belongings; misleading guests with information; giving secrets to competitors; etc. Organisations value and reward
employees who are upright and truthful.
Honesty
is the hallmark of a good
housekeeping professional. This is
because the temptations in a hotel are many.
SELF-DISCIPLINE
should be inherent in one’s nature and a sign of one’s desire to please those with whom one comes in contact with.
COURTESY
means “internal entrepreneurship.” Housekeeping
professionals must think like businesspersons by constantly evaluating one’s performance and find ways to improve productivity and quality
Intrapreneurship
Housekeeping professionals will be required to upgrade themselves constantly. They should not wait for the organisation to improve their knowledge and skills, but take initiative for self-development
continuous education
The customer is the king . Unless a hotel makes the customer as their main focus, the business is likely to decline.
CUSTOMER ORIENTATION
A housekeeping professional must be
physically fit to manage rigorous hours on his/her feet.
PHYSICAL FITNESS
Housekeepers worldwide have been known for their———. This term means that the person has a sharp eye to detect things that are not quite right.
eye of detail
