Hospitality Operations

1. Hospitality Operations Objective – 3.01 The World Of Lodging

2. Bellstar Hotel • http://www.youtube.com/watch?v=9Hvoa7vvUWc

3. You Do #1 (Define the following) • 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 • 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

4. 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

5. Types of Full Service Hotels • Full Service Hotels – Pride themselves on a high level of service and usually charge the highest prices.- Features of a Full Service Hotel • 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

6. 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/ d. Exhibit Hall – The space where a trade show is held.

7. 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 http://www.metrolinatradeshowexpo.com/

8. Types of Full Service Hotels (continued) • Extended Stay Hotels – Guests who stay for 5-29 days are called extended-stay guests. Long stay guests stay for 30 days or more. Example – Residence Inn by Marriott • 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.

9. Limited Service Hotels • Example – Holiday Inn Express

10. 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

11. 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

12. 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.

13. 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.

14. 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

15. Six major Market Segments for Lodging • Business • Conventions and Meetings • Leisure • Budget • Long-Stay • Special Accommodations

16. 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

17. Resorts • Resorts are hotels designed exclusively for vacationers • Example – Aspen Lodge

18. 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.

19. Human Resource Dept. • This department of the lodging business handles employee concerns such as payroll,.

20. You Do #3 • Chapter 10 page 97 (1-4) • Chapter 10 Pg. 99 -100 (1-20)

21. 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

22. Objective 3.02-Front Office Front Office

23. “You Do” #4Vocabulary Part I (define the following) • Sleeping Room • Guest Room • Function Room • Rooms Division • Rooms Director • Property Management System (PMS) • Front Office • Front Office Manager • Nonguaranteed Reservation • Guaranteed Reservation • Reservation Agent • Reservation Record • Central Reservations Center • Room Inventory • Bell Captain

24. “You Do” #4 Con’tVocabulary Part I (define the following) • Door Attendant • Bell Attendant • Wake-up Call • Front Desk Agent • Check-in • Checkout • Registration • Registration Record • Guest Folio • Account Settlement • Guest History Record • Key Card • Forecasting • Work Shift • Hotel Guest Cycle

25. Front Office • 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.

26. Front Office • 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

27. 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.

28. 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.

29. “YOU DO” #5 Answer the following in the light blue workbook Answer the following in the light blue workbook Page 108 (1-25) • Page 105 (19-37) • Chapter 11 page 106-107 (1-30)

30. Hospitality OperationsObjective 3.03 Housekeeping Department

31. “You DO” #6Define the following • Housekeeping Department • Clean • Sanitary • Mildew • Linens • Laundry • Room Attendant • Inspector • Assistant Housekeeping • Executive Housekeeping • Cleaning Cart • Consumables • Turndown Service • Public Areas • House Attendants

32. You DO” #6 (con’t)Define the following • House Staff • Laundry Staff • Laundry Supervisor • Laundry Attendants • Seamsters • Mending • Linen Room • In-house Housekeeping • Services • Contract Housekeeping Services • Outside Contractors • Scheduling • Occupied • Vacant • Out-of-Order Room

33. 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

34. 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

35. Six tasks of the room attendant • Entering the guest room • Cleaning of the guest room and Protecting the guest from germs. • Providing guest supplies • Reporting Problems • Limiting Guest Access • Turndown Service

36. Housekeeping Rules & duties • 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. • 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.

37. Housekeeping • Public areas that require cleaning • Hallways • Stairs • Lobby • Lounges • Public Restrooms • Restaurants • Meeting Rooms • Banquet Halls • Recreation Areas • Retail Stores • Offices of Hotel Staff • Window cleaning (this is normally • Contracted out)

38. 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

39. 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

40. The Laundry Department • 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

41. Role of Executive Housekeeper • The Executive Housekeeper is in charge of all housekeeping-related tasks in the hotel • He/SheMUSt 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.

42. Housekeeping • Housekeeping and front office communications • House Counts • Room Status • Security Concerns • Guest requests • Amenities and Supplies

43. “YOU DO” #7 Complete the following in your light blue workbook Complete the following in your light blue workbook Page 122 (1-25) • Page 120 (1-15)

44. Hospitality Operations Objective 3.04 Security

45. “YOU DO” #8Define the following • Security • Security Officers • Liability • Safe Deposit Box • Vault • Limitation of Liability • Insurance • Insurance Policy • Property Insurance • Liability Insurance • Crime insurance

46. “YOU DO” #8 (con’t ) define the following • Plainclothes security officer • Uniformed security officer • Structural Security • Security System • Security Policies • Key Control • Lost and Found Perks • Surveillance • Patrol • Security Log • Accident Report

47. Security • 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

48. Security • What is a liability? • 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

49. Security • 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

50. Security • Security – Part II • Security activities can be divided into four groups: • Structural Security • Security Policies • Surveillance • Safety and emergency procedures