1. EVOLUTION/HISTORY OF HOTEL INDUSTRY
In early Greek civilizations, many villages offered travelers facilities with thermal baths so that they
might rest their joints and muscles. Though they didn’t spend the night in these facilities, the baths
offered a much needed respite from the road. In Rome, government and high-ranking officials were
treated to stays in gorgeous mansions that offered baths, but also accommodations and food. Along
early trade routes through the Middle East, large, stationed caravans cropped up that would provide
travelers safe stays in simple tented facilities.
Around the year 1200, more permanent hotels were built. The earliest examples of these were the l’
Auberge Cour Saint Georges in Ghent, Belgium and the Angel Inn in Lincolnshire, England. Others began
to crop up at this time to serve travelers making holy pilgrimages throughout Europe and elsewhere.
They were simple structures, but laid the groundwork for the model of hotel-as-business that would
persist into later centuries.
The hotel industry as we know it today really got its start at the beginning of the 15th century when
French law required that hotel managers keep a register. English law quickly followed suit, and more
than 500 inns began to crop up in the two countries. Hotels became larger and often included a
courtyard, which the bedrooms faced, as well as a kitchen and stables in the back for horses. Hotels
began to advertise their services with signage, and in the 16th century, the first guidebooks began to
appear detailing the “Best of’s” in regards to hotel cleanliness and cuisine.
But it was during the Industrial Revolution when the true transformation of the hotel industry began.
With the invention of the steam engine, travel became more accessible and so all major cities (from
New York to Copenhagen to Bombay to Tokyo) erected hotels for guests. Some of the most interesting
transformations occurred in Cairo, where ancient harems were transformed into guest houses and in
Venice, where dilapidated palaces were renovated into modern lodging. Around this time, the Tremont
Hotel in Boston became the first with an “a la carte menu” and inside toilets, and the Holt House in New
York City became the first hotel to offer a lift for luggage. A bevy of other innovations developed during
this time (private bathrooms, larger suites, locks on doors) and offered hints at the modernization still to
come in hotel design.
The first truly modern hotel was the Le Grand Hôtel Paris, which opened in Paris in 1862. The hotel was
a stunning monolith, designed to highlight the success, beauty, and grandeur of France’s Second Empire.
The high arches of the hotel’s exterior were inspired by the nearby Opera House and the hotel included
dozens of tracks of indoor lighting, which were powered by 4,000 gas jets. By 1890, the hotel was
completely lit by electricity (a major development of the time.) Other famous hotels of this period
included the Sagamore Hotel on Lake George in New York, the Palmer House Hotel in Chicago, the Palais
de Würtemberg in Vienna, and l’Hôtel Hermitage In Monte Carlo. In the twentieth century, capital cities
around the world began to mimic the grandeur stylings of Paris, Vienna, New York, and Chicago, and
soon, there were high-class luxury hotels all over the globe.
In the 21st century, hotel innovation continues to grow. We’ve seen the building of ice hotels, and an
expansion of high-quality affordable hotel lodgings for people from all different socio-economic
backgrounds. The ease of bookings has also made for a hotel boom of sorts, thanks in large part to
technology. Online booking sites allow anyone to curate a unique and special travel experience based on
taste, location, and budget. It’s never been easier to access hotels, and the options are truly endless.
2. What are the current trends of hotel industry
Catering to millennials
Millennials (those ages 18-34) are expected to represent 50% of all travelers to the USA by 2025,
according to the Cornell Center for Hospitality Research. Companies need to define their strategies
based on this demographic group’s personality traits and habits—they travel a lot; are early adopters of
technology; like personalized interactions and are spontaneous. Hotels will want to please them with
easy check-in and gourmet dining experiences at reasonable prices. In return, satisfied millennials will
actively promote their businesses on social media channels.
Tech explosion
The majority of guests today are self-sufficient, tech-savvy travelers who are comfortable using apps or
mobile websites. Hotels need to make sure their offerings are up-to-date and user-friendly. At business
meetings and conferences, travelers expect hotels and conference centers to have high quality tech
equipment and a knowledgeable support staff.
Influx of international visitors
International leisure travel is on the rise—Dubai International Airport has become the busiest airport in
the world. Hotels must be able to provide services in a multitude of languages, and tailored experiences
properly suited to the culture and unique needs of their international visitors.
Increased emphasis on health and well-being
Guests today are taking charge of their health; hotels are responding with well-equipped fitness centers,
pools and spas. Increasingly, travelers are expecting innovative wellness options. In addition to healthy
food options, growing trends include lighting that energizes, air purification, yoga spaces, in-room
exercise equipment and even vitamin-infused shower water.
Need for seamless technology
Seamless connectivity across platforms and devices is growing more important. Many hotel groups are
offering mobile check-in and digital concierge services. At Aria Resort and Casino in Las Vegas, guests are
issued high-tech cards that detect their presence and unlock the door before they even reach it.
Sustainability rules
Eco-friendly practices are becoming the norm, as properties focus on renewable energy resources and
water scarcity. Many hotels are installing solar panels and updating systems so that air conditioners and
lights automatically switch off when guests leave their rooms.
New roles for staff
Many travelers seem to prefer technology to human beings—they want to check-in digitally and don’t
mind if a robot delivers room service. This will give staff the opportunity to focus on more personalized
service, as opposed to rote tasks.
Destination promotion
The explosion of social media is causing hotels to become more involved in destination and selfpromotion. Many are featuring guests’ images and tweets on their websites; some are even using the
material in their advertising campaigns.
Real-time damage control
If a hotel guest is dissatisfied, he or she can easily complain on Facebook, Twitter, Yelp or TripAdvisior.
Hoteliers must be able to quickly respond. Engaging with customers and responding to their needs
through these public forums help maintain positive guest relations and drive future bookings.
Unique perks
With so many brands to choose from, properties need to find a way to stand out. Some are offering free
daily wine tastings in their lobbies or bars; some are incorporating sophisticated informational screens in
bathroom mirrors; and others are giving away curated set lists of downloadable music.
3. Different types of hotel rooms and numbers
Single: A room assigned to one person. May have one or more beds.
Double: A room assigned to two people. May have one or more beds.
Triple: A room assigned to three people. May have two or more beds.
Quad: A room assigned to four people. May have two or more beds.
Queen: A room with a queen-sized bed. May be occupied by one or more people.
King: A room with a king-sized bed. May be occupied by one or more people.
Twin: A room with two beds. May be occupied by one or more people.
Double-double: A room with two double (or perhaps queen) beds. May be occupied by one or more
people.
Studio: A room with a studio bed – a couch that can be converted into a bed. May also have an
additional bed.
Types of Suites
Master Suite: A parlour or living room connected to one or more bedrooms.
Mini-Suite or Junior Suite: A single room with a bed and sitting area. Sometimes the sleeping area is in a
bedroom separate from the parlour or living room.
Other types of rooms can include:
Connecting rooms: Rooms with individual entrance doors from the outside and a connecting door
between. Guests can move between rooms without going through the hallway.
Adjoining rooms: Rooms with a common wall, but no connecting door.
Adjacent rooms: Rooms close to each other, perhaps across the hall.
it is important to point out that flexible hoteliers will always consider adding an additional bed (e.g. for a
child)
4. Organizational chart of hotel and the duties and responsibilities of staffs
A general manager is responsible for a large number of tasks. You will be required to prepare a yearly
budget and submit it to the hotel owner, corporate office or possibly a district manager. All employee
terminations and new hires will be your responsibility. Hotel room rates fluctuate consistently, and as
the general manger of the hotel, it will be your responsibility to decide the best rate for any given day,
night, weekend or special event. You will also have the authority to set hotel service standards as well as
choose extra services or amenities to make the hotel more appealing to travelers.
The front desk staff will take reservations by phone, cancel reservations, check in guests, check guests
out, and keep the front desk area and lobby clean and presentable. As a front desk agent, you may be
required to help in other areas of the hotel, such as housekeeping, during busy seasons or if staff is
short-handed. You will be responsible for large amounts of money, authorizing guest refunds, and taking
care of any guest complaints or room issues. The front desk supervisor also will work the front desk and
may be responsible for scheduling the work days and hours for the other front desk staff.
Housekeepers are responsible for the cleanliness of all rooms in such a way that a guest would not
realize someone had just checked out of the room earlier that same morning. You will also strip every
linen off each bed and make each bed according to the hotel standards. The guest rooms are
meticulously cleaned and sanitized before a guest arrives. Smaller hotels may require the housekeepers
to do the laundry, which will require you to wash, dry and fold all linens, including sheets, pillowcases,
comforters and blankets. As a laundry person, you would be required to also remove stains that may be
in any linens, when possible.
As the host or hostess you will be responsible to keep the bar stocked at all times, clean up any messes,
brew coffee, wash dishes, break down the breakfast bar and wash the breakfast dishes. If the hotel has a
hot bar, you or another person will be responsible for cooking items such as eggs or waffles, and keeping
a steady flow of the items to the breakfast bar. The cook will also help break down the bar and clean up
the work area before the shift for the day is over.
A hotel maintenance person will ensure that just about everything in the hotel is in proper working
order. Daily tasks may include changing light bulbs, removing waste and painting. Other tasks will be
assigned as needed, including fixing or replacing toilets, piping, room appliances and vacuums. Many
hotels have an indoor pool, and you must ensure that the water pumps and chemical pumps are
working correctly. Also, you will need to be familiar with heating and air conditioning units, electrical
wiring and plumbing, and how to troubleshoot, fix or replace these items.
Larger hotels may have more positions, such as loss prevention officer, security guards, bell boys,
concierge and shuttle drivers. Many hotels may also offer a shuttle service if they are close to an airport,
amusement park or other guest attraction. In smaller hotels that do not offer an on-site or on-call
concierge, the front desk staff usually tries to assist in finding exactly what the guest is looking for.