Hospitality Operations
Objective – 3.01
The World Of Lodging
Bellstar Hotel
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http://www.youtube.com/watch?v=9Hvoa
7vvUWc
You Do #1 (Define the following)
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Full-Service hotel
Concierge
Convention Hotel
Trade Show
Exhibit Hall
Convention Center
Luxury Hotel
Resort
Suite
Limited-service property
Budget hotels
Specialty Accommodations
Conference Center
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Bed-and-Breakfast (B&B)
Hostel
Institutional Housing
Dormitory
Senior housing
Hotel management
Referral System
Affiliation Group
Consortium
Rack Rate
Guest Mix
Meal Plan
Lodging concept
You Do #2
(answering the following questions)
1. Describe the characteristics of full-service hotels, limited-service
properties
2. List the three types of hotel ownership.
3. Explain what a hotel management company does
4. Explain what an affiliation group is and what is does.
5. Describe the three size categories of lodging properties
6. Describe the relationship between level of service and price of a
hotel room.
7. Identify the six major market segments in the lodging industry
8. Describe the role of foodservice in many lodging properties
Types of Full Service Hotels
1.
Full Service Hotels – Pride themselves on a high
level of service and usually charge the highest
prices.Features of a Full Service Hotel
a.
b.
c.
d.
e.
f.
Large and provide many
Large architecture. Two or more stories high.
Level of Service – parking attendant, luggage assistance,
concierge services, fitness centers, meeting rooms,
restaurants, bars, cocktail lounges, room service, spa’s,
banquet facilities.
Most likely located in a downtown area of a city
Has a telephone operator
EXAMPLE http://www.youtube.com/watch?v=K72FlLXoHHc
Types of Full Service Hotels (continued)
Convention Hotels – Designed to provide for the special needs
of conventions and trade shows.
Example – Sheraton in Greensboro
http://www.youtube.com/watch?v=PzLuo6KwH-c
a. Convention – Large Meeting
b. Trade Show – An exhibit during which people who have goods
and services to sell.
Trade show attendees would normally stay in a convention hotel.
Example – Metrolina in Charlotte
http://www.metrolinatradeshowexpo.com/
c. Convention Center – Designed to specifically hold large
meetings, conventions, and trade shows.
Example – Charlotte Convention Center
http://www.youtube.com/watch?v=OisudN2coPI
http://www.charlotteconventionctr.com/
2.
d. Exhibit Hall – The space where a trade show is held.
Types of Full Service Hotels (continued)
Luxury Hotels – Provides the highest level of
amenities, service, room furnishings, public
spaces, and technology and nicer rooms
Example – The Ritz Carlton
The typical room rate for a luxury hotel room is
between $300 - $350 a night.
4. Resort Hotels – Caters to the vacationer or
leisure traveler.
a. Resort – Place that provides
entertainment, recreation, and relaxation for
vacationers.
Example –Diamond Resort
3.
http://www.metrolinatradeshowexpo.com/
Types of Full Service Hotels (continued)
Extended Stay Hotels – Guests who stay for 529 days are called extended-stay guests.
Long stay guests stay for 30 days or more.
Example – Residence Inn by Marriott
a. Suite – Hotel accommodations that consist
of more than one room.
6. Condominium Hotels – Offer many amenities.
Some have on-site Food and Beverage service.
The units are normally individually owned.
5.
Limited Service Hotels
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Example – Holiday Inn Express
Room Rate
The money a guest pays for a night’s lodging .
 If a guest spends more than one night in a hotel,
he/she is considered to be a stayover.
 The Night Auditor is responsible for recording any
financial transactions on a guest’s bill
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Guest information
Information about a guest’s reservation
and payment method would be found in
the guest portfolio
 The computer programs that a particular
hotel uses would be in the property
management system
 Another name for a guest room is a
sleeping room
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What are the three types of Hotel Ownership?
1. Independent – One Owner
2. Chain – Multiple Units
3. Franchise – Unit of a chain has been purchased by an
outside owner.
Purpose of a Hotel Management
Company?
 Also
known as the hotel operation
 Take care of the day-to-day operations of the
hotel
 Make sure the hotel is run by the standards
of the corporation
 There are three work shifts normally in
hotels.
Affiliation group
A
group of independent hotels that creates a
central office for reservations
 Also known as a consortium
 Best Western International is the largest
 Become a member and pay dues
Six major Market Segments for Lodging
Business
2. Conventions and Meetings
3. Leisure
4. Budget
5. Long-Stay
6. Special Accommodations
1.
Role of Foodservice in Lodging
Properties
 Providing
Food and Beverage is essential
 Vending Machines
 Full-Service – At least one restaurant
 Limited-Service – Continental Breakfast
Meal Plan – Room rate that includes a meal
Lodging Concept – Includes the theme, target
market, décor, ambiance, and level of
service
Resorts
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Resorts are hotels designed exclusively for
vacationers
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Example – Aspen Lodge
Hostels
A Hostel is an inexpensive accommodation
in which guests provide their own linens
and fix their own meals
 Budget hostels and limited service
properties would most likely be found near
a highway.
 Examples of Budget hotels, (motel 6,
etc…). They generally have low rates and
limited services.
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Human Resource Dept.
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This department of the lodging business
handles employee concerns such as
payroll,.
You Do #3
Chapter 10 page 97
(1-4)
 Chapter 10 Pg. 99 100 (1-20)
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Hotel Guest Cycle Stage
(from check in to check out)
Prearrival –
 Choosing
the hotel and reserving a room
Departure –
checking out of the hotel room
Objective 3.02Front Office
Front Office
“You Do” #4
Vocabulary Part I
(define the following)
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Sleeping Room
Guest Room
Function Room
Rooms Division
Rooms Director
Property Management
System (PMS)
Front Office
Front Office Manager
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Nonguaranteed
Reservation
Guaranteed
Reservation
Reservation Agent
Reservation Record
Central Reservations
Center
Room Inventory
Bell Captain
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“You Do” #4 Con’t
Vocabulary Part I
(define the following)
Door Attendant
Bell Attendant
Wake-up Call
Front Desk Agent
Check-in
Checkout
Registration
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Registration Record
Guest Folio
Account Settlement
Guest History Record
Key Card
Forecasting
Work Shift
Hotel Guest Cycle
Front Office
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Functions of the Front Office
 Door attendant – Responsible for the front of the hotel
 Bell Attendant – responsible for getting the guests
luggage to their rooms.
 Front Desk Agent – responsible for registering guest
when they arrive
 Front Office – RESPONSIBILITIES
 Checking guests in and out of the property
 Handles everything from selling sleeping rooms and
interacting with guests.
 Forecasting and Scheduling
 Handles emergencies and accidents
 The department that checks in with the front office
the most (per day) is housekeeping.
Front Office
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Front Office Manager – Manager of Front Office
 The front office and the housekeeping are the two
main departments in the rooms division.
Usually divided into four departments:
 Reservations –
Guaranteed/nonguaranteed/reservation
agent/reservation record/central
reservations/Room Inventory
 A GUARANTEED reservation holds the room
until the guest checks-in
 Uniformed Services – All in uniform/guest
services/door attendant/bell attendant
 Telecommunications- full/limited
service/phones
 Front Desk – Check in/out, Greeting, Payment,
Room Assignment
Front Office
Explain the functions of the Property
Management System.
 Known as the PMS System
 Keeps all the information for departments in
one computer system.
 Check in/out guests.
 Can be used for keys, guest records,
accounting, inventory, receiving, and
purchasing.
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Functions of the Rooms
Division.
Describe the functions of the Rooms Division.
Part of the hotel that handles all tasks involved in
preparing and selling sleeping rooms.
Rooms Director – Manager in Charge.
Sleeping Room (Guest Room) – Guests sleep for more
than one night.
Function Room – Rent for an activity such as a
meeting, wedding, or a banquet.
“YOU DO” #5
Answer the following in
the light blue workbook
 Page 105 (19-37)
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Chapter 11 page 106-107
(1-30)
Answer the following in
the light blue workbook
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Page 108 (1-25)
Hospitality Operations
Objective 3.03
Housekeeping Department
“You DO” #6
Define the following
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Housekeeping
Department
Clean
Sanitary
Mildew
Linens
Laundry
Room Attendant
Inspector
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Assistant
Housekeeping
Executive
Housekeeping
Cleaning Cart
Consumables
Turndown Service
Public Areas
House Attendants
You DO” #6 (con’t)
Define the following
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House Staff
Laundry Staff
Laundry Supervisor
Laundry Attendants
Seamsters
Mending
Linen Room
In-house
Housekeeping
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Services
Contract
Housekeeping
Services
Outside Contractors
Scheduling
Occupied
Vacant
Out-of-Order Room
Housekeeping
House keeping is the department of an hotel that’s
responsible for the upkeep of the hotel rooms.
A housekeeper that cleans rooms is known as a room attendant
A housekeeper that cleans the lobby of the hotel is known as a
house attendant.
 Three major functions of the housekeeping department:
 Keep the Hotel Clean – State of being free of dirt
 Sanitary – State of being free from disease
 Mildew – Fungus that grows on damp surfaces – usually
found in the bathroom on the shower curtains
 Pathogens – include bacteria and viruses
Housekeeping
Attractive – Keep room appealing.
RULE OF THUMB – on an average, guest
room attendants
are expected to clean around 15 rooms a
day, taking any where from 18 – 25 minutes
per room. They’ll need to stock their cart
with at least a half days work (of supplies)
to start each day
Six tasks of the room attendant
Entering the guest room
2. Cleaning of the guest room and
Protecting the guest from germs.
1. Providing guest supplies
2. Reporting Problems
3. Limiting Guest Access
4. Turndown Service
1.
Housekeeping Rules & duties
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If a housekeeper is cleaning a
room while a guest enters, the
housekeeper should ask for
the key to make sure it’s their
room
Housekeepers should make
sure their cart does NOT block
the door of the room that their
cleaning .
Room attendants are
responsible for checking the
room for damages.
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Responsible for purchasing all
guestroom and cleaning
supplies for the hotel
If a housekeeper finds items
left behind by a guest when
cleaning, he/she should
immediately take to their
supervisor to be logged into a
book and place into the lost a
found safe.
Housekeeping
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Public areas that require cleaning
1.
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12.
Hallways
Stairs
Lobby
Lounges
Public Restrooms
Restaurants
Meeting Rooms
Banquet Halls
Recreation Areas
Retail Stores
Offices of Hotel Staff
Window cleaning (this is normally
1.
Contracted out)
Housekeeping
 Housekeeping
Department is part of the
rooms division
 It has the largest number of employees in the
hotel.
 Cleanness and appearance can affect if a
guest returns to a hotel
 Clean –wiping something down
Housekeeping
 Sanitary
– sanitizing with Clorox or anther like
substance
 Mildew
 Linens – All items made of cloth and when
handled properly can last up to 3 years.
 Laundry – Linens that need to be washed
The Laundry Department
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The Laundry Department has three major
tasks:
 Washing
Laundry
 the laundry attendant is generally
responsible for sorting, washing, drying,
folding and storing linens
 Care of Linens
 Inventory of Linens
Role of Executive Housekeeper
 The
Executive Housekeeper is in charge of all
housekeeping-related tasks in the hotel
 He/She MUSt have a forecast (number of
guest rooms occupied) in order to schedule
the staff
 In charge of training, scheduling, supervising
and motivating the housekeeping staff.
Housekeeping
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Housekeeping and front office
communications
 House
Counts
 Room Status
 Security Concerns
 Guest requests
 Amenities and Supplies
“YOU DO” #7
Complete the following in
your light blue workbook
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Page 120 (1-15)
Complete the following in
your light blue workbook
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Page 122 (1-25)
Hospitality Operations
Objective 3.04
Security
“YOU DO” #8
Define the following
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Security
Security Officers
Liability
Safe Deposit Box
Vault
Limitation of Liability
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Insurance
Insurance Policy
Property Insurance
Liability Insurance
Crime insurance
“YOU DO” #8 (con’t )
define the following
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Plainclothes security
officer
Uniformed security
officer
Structural Security
Security System
Security Policies
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Key Control
Lost and Found Perks
Surveillance
Patrol
Security Log
Accident Report
Security
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State the major responsibility of the
Security Department
 The
protection of the People and Property
 Security – Actions taken to prevent crime
and to protect the safety of people and
property
 Security Officers – Staff who carry out the
protection
Security
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What is a liability?
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Responsibility to pay for damage or loss
The degree of liability depends on the situation in which
the property was stolen or damaged
Safe Deposit Box – Metal box that requires two keys to
open
Vault – Large locked room
Limitation of Liability – Limit on the amount of money
that a hotel must pay a guest for a loss of property
Security
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What is Insurance?
Financial arrangement used to protect individuals or
businesses against loss
 Insurance Policy – A recorded Document
 Property Insurance – Pays for loss or damage of property
owned by the business. Losses due to fire, tornadoes, hail,
accidents, burglary , and arson
 Liability Insurance – Provides payment if the hospitality
business is sued and the courts determine that the business
is liable
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Security
Security – Part II
 Security activities can be divided into
four groups:
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 Structural
Security
 Security Policies
 Surveillance
 Safety and emergency procedures
Security
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Structural Security
 Consists
of the security features of a building
 Buildings – Lights, Locks, Alarms, and Lockers
 Guest Rooms – Guests need to feel safe in
their rooms
 Technology – Security Systems
 Security
System – Burglar detection
Security
Security Policies
 Photo ID - makes it easy to distinguish if
you are an employee
 Key Control – Knowing where the hotel
keys are at all times
 Limited # of entrances
 Lost and found procedures
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Security
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Surveillance
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Process of closely observing what is going on
 Patrol – Walking or riding around an area
 Uniformed Officer / Plain Clothes Officer
Security Officers perform three basic tasks when on
patrol
1. People – Trained to look for people who do not belong
2. Physical Conditions – Unsafe conditions, damaged
property, and broken property or equipment
3. Routine Tasks – IE: Doors must be locked at specific times
Security
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Safety and Emergency Procedures
 Develop
and implement emergency response
plans
 Responses for fires, tornadoes, illnesses,
falls, and other emergencies
 Security
Log – Communication tool
 Accident Report – Detailed information about an
accident
Security
Security and the Front Desk
 Report Accidents
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 Report
Strange People
 Take Responsibilities for keys
 Help Prevent Employee Theft
Security
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Role of the Director of Security
 Develop
 Train
and Implement Policies
Employees
 Prepare
 Maintain
Staff Schedules
Equipment
“You Do” #9
Complete in the light
blue book
 Page 131-(1-7)
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Page 132 (1-20)
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Page 132 (1-20)
Hospitality Operations
Objective 3.05 - Engineering
“You Do” #10
Define the following
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Preventive
Maintenance
Deep Cleaning
Potable Water
Nonpotable Water
HVAC systems
Clorine
pH value
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Grounds
Landscaping
Groundskeeper
Groundskeeping
Chief Engineer
Plant Manager
Facility Manager
Engineering
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What is the purpose of Engineering?
 To
keep the facility in top condition for
safety, guest satisfaction, and profitability
 The engineering department handles the
maintenance of an area of the hotel
Engineering
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What are the (6) functions of
Engineering?
 Maintenance is very important in any hotel to keep things
operating and in working and safe condition.
 Deep
Cleaning –cleaning that involves extra time or
equipment.
 Repairs –repairs are normally performed by the engineer
department with larger jobs contracted out.
 Remodeling –this is usually done when hotels began to
look dated and tires.
 Resource
Management
 Emergencies
Engineering
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Preventative Maintenance
 Cleaning
and repair of equipment that is in
working order.
 Examples
– Air Filters, Washing Machines,
Replacing Parts, Removing Parts
 Preventative Maintenance Schedule
Engineering
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Deep Cleaning
 More
thorough cleaning that involves extra
time or equipment
 Often
the responsibility of the Housekeeping
department.
 Examples: Flipping Mattresses, Cleaning under
and behind furniture, cleaning walls and carpets
Engineering
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What are the (3) systems that Engineering
is responsible for?
 Electrical
is the major source of energy in
most hospitality businesses.
 Plumbing
 Heating and Air Conditioning
 HVAC
Systems – Heating, Ventilation, and air
conditioning
 Keeps guests either warm or cool
Engineering
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What are (4) examples of Parts and
Equipment that require maintenance?
 Roofs,
Walls, Floors (Structure)
 Parking Lot
 Elevators and Escalators
 Kitchen Equipment
Engineering
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Vocabulary – Informal and Picture Definition
Preventative Maintenance
 Deep Cleaning
 Potable Water – Safe Drinking Water
 Non-Potable Water – Not clean enough to drink but
usable
 HVAC Systems
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- Engineering
Part II
 Explain the Responsibilities of Engineering for
guest rooms and public areas in a hotel
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Organizes all the maintenance requests
Most of the requests involve repairs
Keep guest rooms/public areas in good condition
Guests call front desk/front desk calls engineering
Swimming Pools –
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Chlorine – kills pathogens and other microorganisms
pH Valve – Level of acidity or alkalinity (cloudy water)
Engineering
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Eight tasks of Grounds keeping
 Landscaping
 Watering
 Weed
Control
 Mowing
 Trimming
 Fertilizing
 Trash Removal
 Beautification of lawn and gardens
Engineering
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Responsibilities of the Following:
 Chief
Engineer – The top manager of the
engineering department (may also be called
plant manager or facility manager)
 Skilled Technician – Electricians, Plumbers,
Sound, HVAC, Carpenters, Painters
 Maintenance Staff – General Maintenance
Workers
“You Do’ #11
Complete in the light
blue book
 Page 137 (1-14) Part 1 &
2

Page 140 (1-20)
Thank you
Any questions
The “BIG Picture”
Greater Charlotte
Hospitality and Tourism
Alliance
Click on the following link
http://www.charlottehta.com/index.html
Answer the following questions
What is their purpose?
 Choose (3) of their corporate sponsors
and give a brief de description of their
hospitality services.
 There are (3) upcoming events. Look at
each and determine their economic impact
on the community (Charlotte ).
 Discuss the impact Charlotte Douglas
International Airport has on the
community .
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