Personal Resilience in Project Management 2 - TV Edit 1a.pdf
Lecture 1 introduction to hospitality management
1. INTRODUCTION
TO HOSPITALITY
MANAGEMENT
Lesson One
1
Aireen Y. Clores, MBA;DBMHM
Dept. of Consumer, Hospitality & Tourism Management
Visayas State University, VisCa Baybay City Leyte
2. Aireen Y. Clores, MBA;DBMHM Dept. of
Consumer, Hospitality & Tourism
Management Visayas State University,
2
VisCa Baybay City Leyte
THE HOSPITALITY INDUSTRY
3. CATÉGORIES » ACCOMMODATION
ESTABLISHMENT
SUITES-a level of service provided by
a hotel for a guest who desires at-home
service
SUITES
HOTEL- a commercial establishment
HOTEL offering lodging to travelers and
sometimes to permanent residents, and
RESORT often having restaurants, meeting
rooms, stores, etc., that are available to
PENSSIONNE HOUSE the general public.
Tourist Inn RESORT- a place to which people
frequently or generally go for relaxation
Motorist Hotel (Motel) or pleasure, esp. one providing rest
and recreation facilities for vacationers
PENSSIONNE HOUSE-a place used
for relaxation or recreation, attracting
visitors for holidays or vacations
3
4. TYPE OF HÔTELS
Location Size
city centre City centre hotels- big
VisCa Baybay City Leyte
Management Visayas State University,
Consumer, Hospitality & Tourism
Aireen Y. Clores, MBA;DBMHM Dept. of
Suburban / downtown Small : less 25
airport Medium :25-99
main road Large :more 100
resort Major :more 300
country
4
5. TYPE OF HOTELS:
Length of stay: Price:
VisCa Baybay City Leyte
Management Visayas State University,
Consumer, Hospitality & Tourism
Aireen Y. Clores, MBA;DBMHM Dept. of
May be influenced by May be determined by
type of guest Location
transient :short Extent and quality of
services
resort :week + Service standards (the
conference :2-3 days number of hotel staff per
room )
Luxury 900 staff for 300
room hotel (3:1)
Moderate 600 staff for
300 room hotel (2:1
5
6. HOTEL CLASSIFICATION SCHEMES (STARS)
Luxury: offering Hotel
the highest international De luxe Class
standards First class
Exceptionally
VisCa Baybay City Leyte
Management Visayas State University,
Consumer, Hospitality & Tourism
Aireen Y. Clores, MBA;DBMHM Dept. of
Standard
well-appointed hotels, high Economy
standards, all rooms with
bathroom, bath, shower,
Resort
toilet
AAA
Well-appointed.
AA
Private bathroom/shower.
Meal facilities A
SIR or special interest resort
(TV & telephones in
rooms) Bath or shower
small. Adequate bath or
lavatory.
6
7. HOTEL GUEST ROOMS► ROOM RATES
Number and type of beds Price and type of facilities
and Layout and amenities
VisCa Baybay City Leyte
Management Visayas State University,
Consumer, Hospitality & Tourism
Aireen Y. Clores, MBA;DBMHM Dept. of
Twin room Economy
Double room Standard
Double-double
De luxe or enhanced
Triple room
guestroom
Quadruple room
Suite
Family room
Connecting rooms
7
8. Aireen Y. Clores, MBA;DBMHM Dept. of
Consumer, Hospitality & Tourism
Management Visayas State University,
8
VisCa Baybay City Leyte
TRIPLE ROOM
HOTEL GUEST ROOMS
9. Aireen Y. Clores, MBA;DBMHM Dept. of
Consumer, Hospitality & Tourism
Management Visayas State University,
9
VisCa Baybay City Leyte
suites
Suite
•Hospitality
•Penthouse
•Executive
•Corner
•Junior
Suite
Suite
Suite
TYPES OF HOTEL SUITES
10. GUEST ROOM BEDS CLASSIFICATION
•Single bed
•Double bed
•Queen bed
•King bed
•Roll away
bed
•Pull out bed
•Sofa bed
10
11. •Bed linens
Bed Pad
STANDARD
•Make up and DND hang
•Closetwith at least 2
hanger per occupant
•Dresser table with
vanity mirror
ROOM AMENITIES
•Nighttable with table
lamp and chair
•Thermo jug filled with
cold water,
accompanied by 2
covered glass
•Safety materials
•Information materials
Bed Cover •Guest laundry list with
prices, along with a
laundry bag
Bed skirt •Garbage can,
underlined with plastic
liner
•Aircondition and
telephone
Dresser with vanity mirror
•bathroom amenities
(bath towel, bath mat,
soup (1 per occupant),
toilet tissue, sanitary
bag
11
12. Aireen Y. Clores, MBA;DBMHM Dept. of
Consumer, Hospitality & Tourism
Management Visayas State University,
12
VisCa Baybay City Leyte
SET UP OF BATHROOM AMENITIES
Linens
Facial Tissue
Soap dish
Mirror
13. HÔTEL TERMINOLOGIES
Guest description
VIP – Very Important Sleep-out
Person Stay-over: anticipâtes
VVIP –Very very important check-out but remains his
Person departure date or any
FIT –free Independent guest who stays
traveler or Foreign overnight.
Individual Traveler Walk in
Joiner
13
14. ROOM STATUS TERMS
Occupied Vacant and ready
Complimentary Out-of-order
Lock-out
VisCa Baybay City Leyte
Management Visayas State University,
Consumer, Hospitality & Tourism
Aireen Y. Clores, MBA;DBMHM Dept. of
Stayover
On-change DNCO
Do not disturb Due out
Check-out
Sleep-out
Late check-out
Skipper
Sleeper
14
15. ROOM STATUS TERMINOLOGIES
Sleep out - registered guest, but the bed has not been used.
Skipper: the guest has left the hotel without making
arrangements to settle his/her accounts
VisCa Baybay City Leyte
Management Visayas State University,
Consumer, Hospitality & Tourism
Aireen Y. Clores, MBA;DBMHM Dept. of
Vacant & Ready: room has been cleaned and inspected and is
ready for an arriving guest.
Out of Order: room is in need of maintenance
Lockout: room has been locked so that the guest cannot re-
enter until a hotel official clears him or her
DNDO (Did not check out): guest made arrangements to settle
his/her account, but left w/o informing the front office.
Due Out: the room is expected to become vacant after a day’s
checkout time
Checkout: guest settled his/her account and left the hotel
Late check out: guest has requested and is being allowed to
check out later than requested and is being allowed to check out
later than the hotel’s standard check-out time.
15
16. HÔTEL ORGANIZATION
The Rooms Division
VisCa Baybay City Leyte
Management Visayas State University,
Consumer, Hospitality & Tourism
Aireen Y. Clores, MBA;DBMHM Dept. of
Housekeeping Department
Directly involved in
Front Office Department operations and
Linen and Laundry Department service delivery
Food and Beverage Division
Administrative Division
16
17. Aireen Y. Clores, MBA;DBMHM Dept. of
Consumer, Hospitality & Tourism
Management Visayas State University,
17
VisCa Baybay City Leyte
DO YOU THINK YOU ACQUIRE THE REQUIRED
COMPETENCY TO WORK IN THE HOSPITALITY
INDUSTRY?
18. COMPETENCIES
it is a standardized requirement for an individual to properly
perform a specific job
Abilities
Treats
Characteristics
Aireen Y. Clores, MBA;DBMHM Dept. of
Consumer, Hospitality & Tourism Management 18
Visayas State University, VisCa Baybay City
19. Aireen Y. Clores, MBA;DBMHM Dept. of
Consumer, Hospitality & Tourism
Management Visayas State University,
19
VisCa Baybay City Leyte
Knowledge
Visible
Skill
ELEMENTS OF COMPETENCY
Self Concept
Motives
Traits
Hidden
20. ABILITIES
• power or capacity to do or act physically, mentally, legally,
morally, financially, etc.
Traits
VisCa Baybay City Leyte
Management Visayas State University,
Consumer, Hospitality & Tourism
Aireen Y. Clores, MBA;DBMHM Dept. of
a distinguishing characteristic or quality, esp. of one's personal
nature
Characteristics
a distinguishing feature or quality 20
21. ABILITIES • Speak English at a basic operational level
• Communicate effectively on the telephone
• Work effectively with colleagues and customers
• Work in a socially diverse environment
Traits
VisCa Baybay City Leyte
Management Visayas State University,
Consumer, Hospitality & Tourism
Aireen Y. Clores, MBA;DBMHM Dept. of
• Manage and resolve conflict questions
• Comply with workplace hygiene procedures
Characteristics
• Promote hospitality products and services 21
22. Aireen Y. Clores, MBA;DBMHM Dept. of
Consumer, Hospitality & Tourism Management
Visayas State University, VisCa Baybay City Leyte
QUALIFICATIONS
22
23. PHYSICAL PROJECTION
1. Grooming and Hygiene
MALE FEMALE
Consider tie hair
Stockings
Hair should be cut close
Light and proper
Not spotless uniform; well ironed
make-up
Tidy nails
Unexcessive
Guard against body odor jewelry
Close shave
Clean teeth
Aireen Y. Clores, MBA;DBMHM Dept. of
Consumer, Hospitality & Tourism Management 23
Visayas State University, VisCa Baybay City
24. 2. Basic Etiquettes‘
Smile and attend to guest; acknowledge their presence
Recognized guest : use their names
Welcome the guest as if they in their own home
.
3. EYE CONTACT
Intimidating
Involvement
Attitude
Skill
Knowledge
Aireen Y. Clores, MBA;DBMHM Dept. of
Consumer, Hospitality & Tourism Management 24
Visayas State University, VisCa Baybay City
25. 4. Orderliness
Keep forms arranged
Pens must be in holders
Keep counter tops free from articles
Computers must always be ready
Designs must be all set
Registration form should be in order
5. Attitude
! Comes from with in
! The enthusiasm of taking his or her wok
! Cooperative
! Initiative
! Salesmanship
! honesty
Aireen Y. Clores, MBA;DBMHM Dept. of
Consumer, Hospitality & Tourism Management 25
Visayas State University, VisCa Baybay City
26. MENTAL STATE OF MIND
Self discipline
o Updates oneself continuously with the house rules and regulation
o Proper behavior brings reputation to your self, recognition and better
person
o Amend mistakes immediately
o Improve skills
Courtesy
o Should be inherit in one`s nature and a sign of one`s desire
Aireen Y. Clores, MBA;DBMHM Dept. of
Consumer, Hospitality & Tourism Management 26
Visayas State University, VisCa Baybay City
28. HOMEWORK: CASE STUDY 101
Professor Catherine Vicente has allotted time in the HRI-201
Introduction to Front Office Management course for a field trip this semester.
After the first few lectures, she wants to take her class to the hotel
VisCa Baybay City Leyte
Management Visayas State University,
Consumer, Hospitality & Tourism
Aireen Y. Clores, MBA;DBMHM Dept. of
establishments in the vicinity of City College. The area is well known for its
tourist attractions and is the headquarters of several major U.S. businesses.
She appoints a group of students to assist her in setting up tours. One of the
students, Maria, is a resident of the area and suggests they visit the grand old
St. Thomas Hotel in the downtown area. She would also like to see a hotel
located at the WideWorld Airport. Ryan, another student, has worked at a
limited-service property in his hometown. He understands there is another
hotel in that chain located on the outskirts of the city. David, who is applying
for a job at a local hotel, wants to get information on all-suites hotels.
Linda has heard there is a new extended-stay hotel in town and wants
to know what makes that type of hotel different from a limited-service hotel.
The group has sifted through all the requests and decided to form five teams
to visit these places. Each team will appoint one spokesperson for a panel
discussion. The spokesperson will present a five-minute summary of what
was learned from the visit. What items do you think each spokesperson will 28
include in his or her summary?
Notes de l'éditeur
Small hotels have limited facilities that may include a small lounge, a function/conference room and a simple sports recreation or relaxation facility.Larger hotels have more guestrooms and are equipped with some or all facilities that may include 24 hr. reception and information service, resto and entertainment centers.
Hotel category are being classified for the purpose of accreditation. Internationally, hotels are classified by star schemes; in the country, the Philippine Department of Tourism are classified into deluxe, first class, standard and economy hotels.Accommodation establishments in the Philippines are advised to apply for accreditation at the Department of Tourism.
Twin – two single bedsDouble – one double or matrimonial bed, good for two paxDouble-double – 2 double or queen beds occupied by two or more personsTriple room - Occupied by three paxQuadruple room can be occupied by four people and may have two or more bedsFamily room – with at least one double bed, with 1 or more beds; designed to accommodate one small family.Connecting rooms – have 2 rooms or more with entrance doors from the outside and a door between them.Economy – room designed for an economical rate; standard facilities like air con, television, and other amenities.Standard – room sold at moderate rate, equipped with standard facilities and amenities like private bath and toilet with toiletries, a tv, bed with complete linen, night table.Deluxe – more spacious and more elegant in design than the standard room and is provided with more amenities that are more sophisticated or elegant. And are sold at a much higher priceSuite – a much larger room with superior amenities and facilities; with one or more full size bedrooms.
Junior Suite – room with bed and a sitting area (usually a lounge); small, separate bed, connected to the living room or parlor; also called a mini suite.Corner suite – is a suite room that is located on the corner of the hotel building; usually covers the same area that is occupied by two standard rooms. Penthouse suite – located on the penthouse or top floor of the building.Executive suite – for top executive with facilities and amenities of superior quality.Hospitality suite – is more than a sleeping room and is designed to include a function room or parlor for entertaining guest’s visitors.
Single bed - approx. 36x75 inchesDouble bed - accommodate a couple or two individual; approx. 54x75 inchesQueen bed - extra long, extra wide bed; 60 x 80 inchesKing bed - extra long, extra wide; 78x80 inchesRoll away bed – portable bedPull out bed – inserted into a bed and pulled out when used; advisable for small rooms as it is space saving.Sofa bed – is a couch that is converted into a bed.
VIP – refers to a well renowned guest like high ranking official who warrants special treatment and handlingVVIP – highly renowned person who deserves extra special treatmentFIT – refers to a tourist or a traveler who is traveling alone or is not with any groupJoiner – is a person joining another guest in the same room.Sleep-out: when a guest keeps the room but does not stay in.