chapter 1 front office
TRANSCRIPT
-
8/12/2019 Chapter 1 Front Office
1/50
CHAPTER 1
INTRODUCTION TO THE HOSPITALITYINDUSTRY
-
8/12/2019 Chapter 1 Front Office
2/50
What is the hospitality industry? The hospitality industry is a broad category of fields
within the service industry that includes lodging, eventplanning,theme parks, transportation, cruise line, andadditional fields within the tourism industry. The
hospitality industry is a several billion dollar industrythat mostly depends on the availability of leisure timeand disposable income.
A hospitality unit such as a restaurant, hotel, or evenan amusement park consists of multiple groups such asfacility maintenance, direct operations(servers, housekeepers, porters, kitchenworkers, bartenders, management, marketing, andhuman resources etc)
-
8/12/2019 Chapter 1 Front Office
3/50
Case Study "ABC" hotel is a 3-star hotel with 180 rooms. It's in
business for the past four years. It has four Food andBeverage outlets. Recently another 3-star hotels with200 rooms opened up for business just 100 metersaway. It is called the "xyz" hotel and also has Food andBeverage outlets. Because of this competitor, the"ABC" hotels business is down by 30%.
You're newly appointed as a Sales Manager in"ABC" hotel. What are the steps and strategies thatyou're going to implement to increase the business?
-
8/12/2019 Chapter 1 Front Office
4/50
Case Study - Answer
Evaluate Resources Clarify Goals
Define Customers Examine Competitors
-
8/12/2019 Chapter 1 Front Office
5/50
Case Study - Answer
Key questions to address include: Are the business and the target market clearly
defined?
Who is/are the business competitors? What is the business specific strategy for
success?
Are the competitions moves being trackedregularly? Is the business taking advantage of the
competitions weaknesses and/or any
competitive opportunities?
-
8/12/2019 Chapter 1 Front Office
6/50
Case Study - Answer
Key questions to address include: What has been learned from the competitions
mistakes/strengths? How do the business prices and products
compare with the rest of the industry? Who are the customers? Does the business have
(or can it build) a loyal base? Are the employees trained in customer service? What trends are ahead, and can the business take
advantage of them?
-
8/12/2019 Chapter 1 Front Office
7/50
Define The Hotel Proprietors Act,1956
Inns and innkeepers. (1)A hotel within the meaning of this Act shall, and any other
establishment shall not, be deemed to be an inn; and the duties,liabilities and rights which immediately before the commencementof this Act by law attached to an innkeeper as such shall, subject to
the provisions of this Act, attach to the proprietor of such an hoteland shall not attach to any other person. (2)The proprietor of an hotel shall, as an innkeeper, be under the
like liability, if any, to make good to any guest of his any damage toproperty brought to the hotel as he would be under to make goodthe loss thereof.
(3)In this Act, the expression hotel means an establishment heldout by the proprietor as offering food, drink and, if so required,sleeping accommodation, without special contract, to any travelerpresenting himself who appears able and willing to pay areasonable sum for the services and facilities provided and who is ina fit state to be received
-
8/12/2019 Chapter 1 Front Office
8/50
Differences between Business andLeisure Hotels
Leisure hotels characteristics: Activities centered around fun Games, parties,
etc
Facilities are often recreational in nature Waterparks, theme parks, spas, game rooms, cinemas, Length of stay of guests are longer (Usually
1week or more)
Usually located at remote areas (mountains, jungles, islands etc) More emphasis on relaxation and ambiance
-
8/12/2019 Chapter 1 Front Office
9/50
Differences between Business andLeisure Hotels
Business hotels characteristics: Activities centered around work seminar rooms,
meeting rooms, lecture theaters Facilities are often there to facilitate work
rooms with wifi, work desk, rooms for 1 4people at most
Length of stay of guests are short (1-3 days) Usually located at dense areas ( Airports,
business and trade zones) More emphasis on work
-
8/12/2019 Chapter 1 Front Office
10/50
4 sectors of the hospitality industry
food and beverage lodging
Recreation travel and tourism
-
8/12/2019 Chapter 1 Front Office
11/50
-
8/12/2019 Chapter 1 Front Office
12/50
4 sectors of the hospitality industry Food and Beverage The food and beverage industry , also known as
the foodservice industry , consists of businesses
that prepare food for customers. It is the largestsegment of the hospitality industry in the US. Commercial foodservice are food and beverage
businesses that compete for customers . They aredesigned to make a profit. Commercialfoodservice businesses include: quick-servicerestaurants, full-service restaurants, cateringbusinesses, and hotel and club foodservice
-
8/12/2019 Chapter 1 Front Office
13/50
4 sectors of the hospitality industry
Food and Beverage Institutional Foodservice
Institutional foodservice provides customers food and drink in an institution, such as aschool, hospital, assisted living community,military base, prison, or factory.
Institutional foodservice customers generallydo not have the time or ability to seek food ina commercial foodservice business.
-
8/12/2019 Chapter 1 Front Office
14/50
4 sectors of the hospitality industry Food and Beverage Foodservice within a consumer business is a food and
beverage business that is located within a consumerbusiness such as a movie theater, sports arena,
museum, theme park, airport, or train station . It could be full-service or quick-service. Customers
generally do not seek these places out to dine in onany given day.
Rather, they eat in these places because they arecustomers to the business they are within and chooseto eat there out of convenience.
Providing foodservice within a consumer business isanother way for that consumer business to provide
service to its customers
-
8/12/2019 Chapter 1 Front Office
15/50
4 sectors of the hospitality industry
Lodging Lodging also known as accommodation , is a
place to sleep for one or more nights . Abusiness in the lodging
industry is a business that provides a place forpeople to sleep overnight. It can be one ofmany sleeping places
such as a fancy hotel, a youth hostel, an elderhostel, a campground, or highway side motel.
.
-
8/12/2019 Chapter 1 Front Office
16/50
4 sectors of the hospitality industry Lodging Types of Lodging: Luxury Hotels
Convention Hotels Resort Hotels Extended Stay Hotels Time Share Hotels Budget Hotels Motels Chalets
-
8/12/2019 Chapter 1 Front Office
17/50
4 sectors of the hospitality industry Recreation Recreation is any activity that people do for rest, relaxation, and
enjoyment. The goal of recreation is to refresh a persons body and mind.Any business that provides an activity for rest, relaxation, and enjoymentin order to refresh a persons body and mind is in the recreation business.Recreation businesses are incredibly diverse because people have varyingideas on what activities they participate in for rest, relaxation andenjoyment.
There are four general types of recreation businesses: entertainment,attractions, spectator sports, and participatory events.
Entertainment businesses provide a show for you to watch such as amovie or live theater, and concerts.
Attractions are places of special interest to visit such as natural scenery,museums, zoos, and historical sites.
Spectator sports are sport that you watch others play such as foot ballgames, baseball games, or the Olympics.
Participatory sports or events are sports or events in which you take partin yourself such as sports, yoga retreats
-
8/12/2019 Chapter 1 Front Office
18/50
4 sectors of the hospitality industry Travel and Tourism The travel industry is in the business of moving people
from place to place. Busses, planes, cabs, boats, andpassenger trains are all part of the travel industry. Whenpeople travel they spend money on hospitality.
Pleasure or leisure travel is when a person takes a vacationand spends money on lodging, food, and recreation whileon that trip .
Business travel is when a person travels for work and also
spends money on lodging and food . Some businesstravelers also spend money on recreation. The tourism industry provides those people with services
that promote travel and vacations. Travel agencies, touroperators, cruise companies, convention planners, and
visitors bureaus are all part of the tourism industry
-
8/12/2019 Chapter 1 Front Office
19/50
Why is the Front Office referred to as
the nerve center of the hotel? The front desk of a hotel is the first and last stop
for guests. In between arrival and departure, its the place
guests call or visit when looking for informationor extra services.
Its the hotels nerve and traffic center, which iswhy we give it special attention. A bad orinsufficient experience at a hotels front desk cansour a travelers stay. Conversely, when guests arehandled deftly by front-desk personnel it canimmensely enhance ones visit .
-
8/12/2019 Chapter 1 Front Office
20/50
Why is the Front Office referred to as
the nerve center of the hotel? Answering guests questions is a continuous
activity. Among the most frequently askedquestions concern:
1. Dining recommendations2. Nearby clothing shops, shoe stores and
pharmacies3. The availability of Wi-Fi service
Provides guests access to guest data andpreferences, room assignments, temperaturecontrols, and wake-up calls. To help guests withthe task of keeping their children entertained,there are snacks and activities includingmovies and X-Box games
-
8/12/2019 Chapter 1 Front Office
21/50
CHAPTER 2
FRONT OFFICE ORGANIZATION
-
8/12/2019 Chapter 1 Front Office
22/50
What is the purpose of a hotel's mission statement? Who are the
three groups of people whose interests are addressed in amission statement?
A mission statement is a statement of thepurpose of a company, organization or person,its reason for existing.
The mission statement should guide the actionsof the organization, spell out its overall goal,provide a path, and guide decision-making.
It provides "the framework or context withinwhich the company's strategies are formulated."It's like a goal for what the company wants to dofor the world.
-
8/12/2019 Chapter 1 Front Office
23/50
Purpose of a hotel's mission statement
A mission statement addresses the interest of: The owners
The employees The customers
-
8/12/2019 Chapter 1 Front Office
24/50
Front Office Organizational Chart
Organizational charts are used for: organizational and supervisory communication, workforce planning, departmental or team planning, resource planning, change management, organizational restructuring or redesign, and job analysis.
-
8/12/2019 Chapter 1 Front Office
25/50
Front Office Organizational Chart
-
8/12/2019 Chapter 1 Front Office
26/50
Why should an organizational chart be
flexible? Increased coordination between senior
management and junior level staff Providing services in different geographical
areas of the country Existence of special purpose teams that can be
dissolved after target competition Improved efficiency and complete customer
satisfaction
-
8/12/2019 Chapter 1 Front Office
27/50
-
8/12/2019 Chapter 1 Front Office
28/50
Which hotel departments and divisions aretypically classified as support centers?
Kitchen Department
Security Department
Housekeeping Department
Maintenance Department
-
8/12/2019 Chapter 1 Front Office
29/50
-
8/12/2019 Chapter 1 Front Office
30/50
How does the front office interact with the rest of therooms division and the other main divisions in a full-
service hotel Food and Beverage1. Manual posting of outlet charges Accounting1. Night Audit2. Currency Control Human Resources1. Staffing2. Training
-
8/12/2019 Chapter 1 Front Office
31/50
How does the front office interact with the rest of the roomsdivision and the other main divisions in a full-service hotel
Engineering and Maintenance
1. Maintain the quality of the guest room
2. Hotel infrastructure maintenance Sales and Catering
1. Transient room sales
2. Group bookings
-
8/12/2019 Chapter 1 Front Office
32/50
How does the front office interact with the rest of the roomsdivision and the other main divisions in a full-service hotel
Front of the House:1. Rooms Division2. Sales and Catering3. Food and Beverage Back of the House:1. Human Resources2. Accounting3. Engineering Security Department1. Informing the security department of any suspicious
activities
-
8/12/2019 Chapter 1 Front Office
33/50
What is the three traditional frontoffice work shifts?
Work Shift: The Front Office Manager shall schedule his/her
employees according to seasonality, business volume,and available staff in hand
The most commonly used scheduling is the Traditional Scheduling , which assumes that every employee shallwork 40 Hours per Week. Moreover, the hotel shallensure 3 shifts per day, each of which lasts for 8 hours.A possible example to traditional scheduling is shownbelow:
Day Shift 7 a.m. - 3 p.m. Evening Shift 3 p.m. - 11 p.m. Night Shift 11 p.m. - 7 a.m.
-
8/12/2019 Chapter 1 Front Office
34/50
What variations on the traditional workweek
might a hotel adopt? Sometimes, due to non-availability of staff, seasonality, and
volume business, the Front Office manager might be forcedto adopt an Alternative Scheduling, which might bearranged under the following patterns:
Flexible Work Hours or Flextime: This kind of alternativescheduling entitles that employees might start work, forexample, one hour earlier, just to leave again one hourearlier.
Compressed Work Schedule: Employees, instead of working5 days per week, 8 hours per day, might work 4 days perweek, 10 hours per day. Therefore, compressed work-scheduling means working all the 40 hours per week in lessthan the standard 5 days per week.
Job Sharing: This kind of scheduling entitles that two ormore part-timers occupy the job of one full timer.
-
8/12/2019 Chapter 1 Front Office
35/50
Differences between Job Descriptionand Job Specification
-
8/12/2019 Chapter 1 Front Office
36/50
Importance of Job Description
Performance management Training and employee development Compensation Recognition and rewards Discipline
Return-to-work programs Essential job function analysis
-
8/12/2019 Chapter 1 Front Office
37/50
CHAPTER 3
ROOMS
-
8/12/2019 Chapter 1 Front Office
38/50
What is room status?
Describing the status of a hotel roomdetermines its readiness for new occupancy. Aroom status code will combine both theoccupancy and cleanliness informationrelating to a hotel room.
-
8/12/2019 Chapter 1 Front Office
39/50
-
8/12/2019 Chapter 1 Front Office
40/50
What is a room rack?
Definition: The published full price for which hotelrooms are sold. Discovering a hotel's rack rates forvarious rooms can be a good indicator of what kind of adiscount you are really getting through travel agents
and online travel booking services. You can usually findout a particular hotel's rack rates from their web site,or by calling the hotel directly.
Also Known As: full price; published rates Examples: Booking online or going through a travel
agent can save you a percentage off the rack rates,even in peak seasons.
-
8/12/2019 Chapter 1 Front Office
41/50
Types of Rates
Rack Rate: Is the Standard rate or Published tariffdefined by the hotel management for a particularroom category / type. This is generally printed on
the tariff sheet of the hotel Corporate or Commercial Rate: These are rates
offered to companies that provide frequent
business for the hotel or its chain. This rate mayvary according to the volume of businessguaranteed by the companies
-
8/12/2019 Chapter 1 Front Office
42/50
Types of Rates
Group Rate: These are rates which is offeredto groups, meetings and conventions using thehotel for their functions.
Promotional Rate Codes: These rates aregenerally offered during low occupancyperiods to any guest to promote occupancy.
Early Bird Rates, Stay for 3 and pay for 1 etc.
-
8/12/2019 Chapter 1 Front Office
43/50
-
8/12/2019 Chapter 1 Front Office
44/50
Types of Rates
Best Available rates ( BAR ) : These rate codesare the lowest discounted rate available for aday which can be offered to the guest by the
Reservation or Front desk staff. BAR can be offdifferent types: 'Dynamic BAR' - Has different tiers and
each tiers will be opened and closedaccording to the occupancy of the hotel. ( Thenew age hotel management software's doesthis automatically for the Revenue Mangers.)
-
8/12/2019 Chapter 1 Front Office
45/50
Types of Rates Best Available rates ( BAR ) : These rate codes are
the lowest discounted rate available for a daywhich can be offered to the guest by theReservation or Front desk staff. BAR can be off
different types: 'Dynamic BAR' - Has different tiers and each tiers
will be opened and closed according to theoccupancy of the hotel. ( The new age hotel
management software's does this automaticallyfor the Revenue Mangers.) Complimentary Rate: A Room rate with zero
room charge which is offered to special guests,
industry leaders, Gov. officials etc.
-
8/12/2019 Chapter 1 Front Office
46/50
Rate type defined by each code.
Rack Rate RR Corporate / Commercial Rate COR1, NEG1 Group Rate GR, GRP1 Package Rate American Plan (AP), Family
Rate (FR), Modified American Plan (MAP),Continental Plan (CP)
Best Available Rates (BAR) Complimentary Rates COMP
-
8/12/2019 Chapter 1 Front Office
47/50
What is an occupancy report? A hotel occupancy report details the status of
bookings of rooms and conference facilitieswithin the hotel. The report details rooms thatare occupied or unoccupied currently or within aspecific period of time such as in the past year.
The report indicates whether the hotel isoperating at optimum level or needs to be
marketed more effectively.
-
8/12/2019 Chapter 1 Front Office
48/50
What is an occupancy report? Summary of the day's business from which the general
manager and different department heads can view Contains a summary of a hotel's financial activities
during a 24 hour period The daily operations report provides a means of
reconciling cash, bank accounts, revenue, and accountsreceivable.
The report also serves as a posting reference forvarious accounting journals and provides importantdata that must be input to link front and back officecomputer functions.
-
8/12/2019 Chapter 1 Front Office
49/50
What is in-house use rooms?
House Use rooms are normally occupied bySenior Management and should be authorized bythe General Manager or Resident
Manager. Complimentary Rooms are normallyoccupied by Business Associates, Group Leadersand invited Travel Agents.
House Use rooms are normally occupied byinternal employee i.e. GM/ RM and it must notbe included in the Hotels occupancy figures
-
8/12/2019 Chapter 1 Front Office
50/50
What is in-house use rooms?
Obtain House Use Form and Complimentary Room RequestForm.
Ensure that form is signed and verified by GM/RM.
Make a new reservation. Ensure that the correct code iskeyed in the FIDELIO system to track the actual room countfor complimentary rooms and House Use roomsrespectively.
Attach House Use form or Complimentary Room Requestform to the reservation form and/or Correspondence.
File the reservation