LESSON 3:
THE BARE
ESSENTIALS
Prepared for you by:
Mrs. Maria Victoria C. Macale, MBA
LEARNING OBJECTIVES:
1.
2.
3.
4.
5.
In this chapter, future hoteliers will learn the needed
bare essentials of a hotel before they can start
studying the various departments in it. They will be
able to:
Discuss the two major players in the industry. These
are the global hotelier & the hotel guest;
Identify and explain the interrelationship of various
departments in the hotel;
Discuss the hotel operating cycle essential in
prioritizing tasks;
Enumerate various rooms in the hotels essential in
performing reservations for the hotel; and
Present an overview of the job positions in a hotel
through an organizational chart.
THE GLOBAL HOTELIER:
global hotelier knows how to
meet the growing demands of
tourists and are increasingly aware
of the skills and attitudes they need
to develop to be abreast with the
market trends.
A MUST TO KNOW THAT:
With
the world market leaning
towards competency- based
management, future hoteliers can
only go up the corporate ladder if
they constantly improve on the skills
needed in their job.
BASIC COMPETENCIES OF GLOBAL
HOTELIERS:
The
global hotelier is perceived as a person
who has the following basic competencies:
1.
Self-management Competency
2.
Communication Competency
3.
Multicultural Competency
4.
Teamwork Competency
COMPETENCIES OF MANAGERS
Managers
need to have more than basic
competencies for them to be successful in
their daily tasks. They shld. posses the
following:
1. Human Relations Competency- coach,
counsel, and facilitate the learning of their staff.
2. Strategic Competency- having underlying
knowledge and understanding of the organization
and the industry and providing strategic action.
THE GLOBAL TRAVELER (TOURIST)
global traveler in the 21st century is
changing. Competition in hotel and resort
industry is fierce and hotels are now
proactive in knowing what their guest
want.
The population of global travelers grows
yearly due to the increasing global
relations among nations.
The
CHARACTERISTICS OF A GLOBAL
TRAVELER:
1) Technology Driven- can use gadgets and
equipment that can efficiently fast track daily
transactions.
2) Budget Conscious-they now understand what
they want. They choose hotels through internet
reviews and blogs.
3) Detail Oriented- Guest know what they want
pampering and a smooth check in and check out.
4) Youthful Travelers- the power of the youth
cannot be undermined as this demographic will
continue to grow. As the era of baby boomers is at
its decline, more generations Y and X can be seen
traveling.
PRODUCT KNOWLEDGE:
It
refers to the basic product and services
offered by the hotel. This may include the
total number of rooms, inside and outside
facilities and services, amenities provided,
rates, vision, mission, and sister
properties of the hotel.
Basic
product knowledge includes revenue
and cost centers, the hotel operating cycle
and guest room types.
HOTEL DEPARTMENT: REVENUE AND
COST CENTERS
Revenue Centers
These
are the income-generating
departments of the hotel.
They
usually have direct hotel guest contact
and are called
Front of the House and also called
the nerve of the hotel.
REVENUE CENTERS/ FRONT OF
THE HOUSE:
1.
2.
3.
Rooms Department/ Division- comprises the
Front Office, Concierge, Porter and
Housekeeping team.
Food and Beverage Department- comprises
the outlets, room service, and banquet teams.
Other Departments- includes fitness and
recreation facilities and other incomegenerating units not associated with rooms,
sales and food &beverage.
COST CENTERS:
Cost
centers provide technical support
to the income-generating departments.
Most
of these departments have little
exposure in terms of guest contacts and
are usually located at the Back of the
House or Heart of the House
COST CENTERS/ BACK OF THE HOUSE
DEPARTMENTS:
1.
2.
3.
4.
5.
6.
7.
Marketing Dept.- in charge of creating promotional
activities for the hotel
Engineering Dept.- in charge of preventive maintenance
management of the rooms and facilities of the hotel.
Accounting Dept.- in charge of the billings of the guests
and revenue and cost monitoring.
Human Resources- recruits, selects, orients, trains, and
discipline all hotel employees.
Security- takes care of the safety of all the people in the
hotel and responds to all cases of threats and emergencies.
Sales Department- room and F&B sales teams, responsible
for saturating markets for clients for room occupancy, and for
functions and events to be held in the hotel.
Administration or Executive Office- the office of the
hotels general manager.
THE HOTEL OPERATIONAL CYCLE:
Hotel operations can be divided into five (5) phases as
follows:
1. PRE-ARRIVAL PHASE:
Guest
contact occurs prior to the guests
arrival in the hotel.
Under
this phase, the guest inquires and
books a room or a banquet hall in the hotel.
The
hotel personnel tries to impress the
potential guests through product knowledge
of the facilities and services of the hotel, and
outstanding human relation and
communication competencies.
SAMPLE TASKS IN THE PRE-ARRIVAL
PHASE:
It includes:
Room
reservation
Banquet
reservation
Answering
the telephone
Answering
potential guest inquiries.
2. ARRIVAL PHASE
The first guest contacts occurs in this phase.
Here, guests are welcomed to the hotel.
Most of the tasks in this phase are performed by the
front office team.
This phase is crucial as the hotels first impression
is imprinted on the mind of the hotel guest.
A disastrous first impression is hard to recover as
guest will have a notion that all services will be bad
from the start
SAMPLE TASK IN THE ARRIVAL
PHASE INCLUDES:
Guest pick-up at the airport
Welcoming the guest
Carrying the guests luggage
Guests registration
Escorting the guest in the room
3. IN-STAY (DURATION)
PHASE:
This
phase focuses on tasks performed in the
entire duration of the guests stay.
All services are performed to make the
guests stay in the hotel highly satisfying.
The hotels facilities are maintained and the
guests room is well kept to ensure guest
comfort and satisfaction during their stay in
the hotel.
Majority of the work are done by the
housekeeping team.
SAMPLE TASKS IN INSTAY(DURATION) PHASE:
Room cleaning
Turndown service
Accepting guest inquiries and request
Room service
4. DEPARTURE PHASE:
The
hotels prepares all necessary
requirements to a guests check-out from
the property.
In this phase, all the guests requirements
are settled prior to his/her departure.
The billing is double-checked for accuracy to
avoid any guest complaints.
Future bookings are also asked.
5. POST DEPARTURE PHASE:
Upon
guest departure, the hotels check
any lost items by the guest.
Then all the necessary guest preference
during his/her stay is inputted in the
Property Management System
This is also the phase where
administrative work is done.
GUEST ROOM TYPES:
1.
Single Room a room designed for a single traveler.
2.
Double Room- a room with two double beds with each
bed usually measuring 54x75inches or 137x191cm
3.
Twin Room- a room with 2 single beds with each bed
usually measuring 39x75in or 97x191cm
4.
Suite Room a complete room, usually with a foyer
that connects to one or more bedrooms. Usually, these
are the most expensive rooms in a hotel.
ROOM RATES:
Some hotels have developed business-class rooms,
which are usually described as Deluxe (French
word for luxury) and executive rooms.
Most guest rooms today are well-equipped in
terms of business amenities that cater to business
travelers.
In addition, they are highly flexible in terms of
guest needs by providing them with their
reasonable requests.
Director
of Rooms
General
Manager
SAMPLE HOTEL ORGANIZATIONAL CHART
