hospitality operations

Hospitality OperationsHospitality Operations

Objective – 3.01Objective – 3.01

The World Of The World Of LodgingLodging

Bellstar HotelBellstar Hotel

http://www.youtube.com/watch?v=9Hvoa7vvUWc

You Do #1 (Define the You Do #1 (Define the following)following) Full-Service hotelFull-Service hotel

ConciergeConcierge Convention HotelConvention Hotel Trade ShowTrade Show Exhibit HallExhibit Hall Convention CenterConvention Center Luxury HotelLuxury Hotel ResortResort SuiteSuite Limited-service propertyLimited-service property Budget hotelsBudget hotels Specialty AccommodationsSpecialty Accommodations Conference CenterConference Center

Bed-and-Breakfast (B&B)Bed-and-Breakfast (B&B) HostelHostel Institutional HousingInstitutional Housing DormitoryDormitory Senior housingSenior housing Hotel managementHotel management Referral SystemReferral System Affiliation GroupAffiliation Group ConsortiumConsortium Rack RateRack Rate Guest MixGuest Mix Meal PlanMeal Plan Lodging conceptLodging concept

You Do #2You Do #2 (answering the following questions)(answering the following questions)

1. Describe the characteristics of full-service hotels, limited-1. Describe the characteristics of full-service hotels, limited-service propertiesservice properties

2. List the three types of hotel ownership.2. List the three types of hotel ownership.

3. Explain what a hotel management company does3. Explain what a hotel management company does

4. Explain what an affiliation group is and what is does.4. Explain what an affiliation group is and what is does.

5. Describe the three size categories of lodging properties5. Describe the three size categories of lodging properties

6. Describe the relationship between level of service and price 6. Describe the relationship between level of service and price of a hotel room.of a hotel room.

7. Identify the six major market segments in the lodging 7. Identify the six major market segments in the lodging industryindustry

8. Describe the role of foodservice in many lodging properties8. Describe the role of foodservice in many lodging properties

Types of Full Service HotelsTypes of Full Service Hotels

1.1. Full Service HotelsFull Service Hotels – Pride themselves on a high – Pride themselves on a high level of service and usually charge the highest level of service and usually charge the highest prices.-prices.-

Features of a Full Service HotelFeatures of a Full Service Hotela.a. Large and provide manyLarge and provide manyb.b. Large architecture. Two or more stories high.Large architecture. Two or more stories high.c.c. Level of Service – parking attendant, luggage assistance, Level of Service – parking attendant, luggage assistance,

concierge services, fitness centers, meeting rooms, concierge services, fitness centers, meeting rooms, restaurants, bars, cocktail lounges, room service, spa’s, restaurants, bars, cocktail lounges, room service, spa’s, banquet facilities.banquet facilities.

d.d. Most likely located in a downtown area of a cityMost likely located in a downtown area of a citye.e. Has a telephone operatorHas a telephone operatorf.f. EXAMPLE - EXAMPLE - http://www.youtube.com/watch?v=K72FlLXoHHc

Types of Full Service Hotels Types of Full Service Hotels (continued)(continued)

2.2. Convention HotelsConvention Hotels – Designed to provide for the special – Designed to provide for the special needs of conventions and trade shows. needs of conventions and trade shows.

Example – Sheraton in Greensboro Example – Sheraton in Greensboro http://www.youtube.com/watch?v=PzLuo6KwH-ca. Convention – Large Meetinga. Convention – Large Meetingb. Trade Show – An exhibit during which people who have b. Trade Show – An exhibit during which people who have goods and services to sell.goods and services to sell.

Trade show attendees would normally stay in a convention Trade show attendees would normally stay in a convention hotel. hotel.

Example – Metrolina in CharlotteExample – Metrolina in Charlottehttp://www.metrolinatradeshowexpo.com/

c. Convention Center – Designed to specifically hold large c. Convention Center – Designed to specifically hold large meetings, conventions, and trade shows.meetings, conventions, and trade shows.

Example – Charlotte Convention CenterExample – Charlotte Convention Centerhttp://www.youtube.com/watch?v=OisudN2coPIhttp://www.charlotteconventionctr.com/

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

Types of Full Service Hotels (continued)Types of Full Service Hotels (continued)

3.3. Luxury HotelsLuxury Hotels – Provides the highest level of – Provides the highest level of amenities, service, room furnishings, public amenities, service, room furnishings, public spaces, and technology and nicer roomsspaces, and technology and nicer rooms

Example – Example – The Ritz CarltonThe Ritz CarltonThe typical room rate for a luxury hotel room is The typical room rate for a luxury hotel room is

between $300 - $350 a night.between $300 - $350 a night.4. Resort Hotels4. Resort Hotels – Caters to the vacationer or – Caters to the vacationer or

leisure traveler.leisure traveler.a. a. ResortResort – Place that provides – Place that provides entertainment, recreation, and relaxation for entertainment, recreation, and relaxation for vacationers.vacationers.

Example –Diamond ResortExample –Diamond Resorthttp://www.metrolinatradeshowexpo.com/

Types of Full Service Hotels Types of Full Service Hotels (continued)(continued)

5.5. Extended Stay HotelsExtended Stay Hotels – Guests who – Guests who stay for 5-29 days are called extended-stay for 5-29 days are called extended-stay guests. Long stay guests stay for 30 stay guests. Long stay guests stay for 30 days or more.days or more.

Example – Residence Inn by MarriottExample – Residence Inn by Marriotta.a. Suite – Hotel accommodations that Suite – Hotel accommodations that

consist of more than one room. consist of more than one room. 6. Condominium Hotels – 6. Condominium Hotels – Offer many Offer many

amenities. Some have on-site Food and amenities. Some have on-site Food and Beverage service. The units are normally Beverage service. The units are normally individually owned.individually owned.

Limited Service HotelsLimited Service Hotels

ExampleExample – Holiday Inn Express – Holiday Inn Express

Room RateRoom Rate

The money a guest pays for a night’s lodging . The money a guest pays for a night’s lodging . If a guest spends more than one night in a If a guest spends more than one night in a

hotel, he/she is considered to be a stayover. hotel, he/she is considered to be a stayover. The Night Auditor is responsible for recording The Night Auditor is responsible for recording

any financial transactions on a guest’s bilany financial transactions on a guest’s billl

Guest informationGuest information

Information about a guest’s Information about a guest’s reservation and payment method reservation and payment method would be found in the guest portfoliowould be found in the guest portfolio

The computer programs that a The computer programs that a particular hotel uses would be in the particular hotel uses would be in the property management systemproperty management system

Another name for a guest room is a Another name for a guest room is a sleeping roomsleeping room

What are the three types of Hotel What are the three types of Hotel Ownership?Ownership?

1. Independent – One Owner 1. Independent – One Owner

2. Chain – Multiple Units2. Chain – Multiple Units

3. Franchise – Unit of a chain has been 3. Franchise – Unit of a chain has been purchased by an purchased by an outside owner. outside owner.

Purpose of a Hotel Management Purpose of a Hotel Management Company?Company?

Also known as the hotel operationAlso known as the hotel operationTake care of the day-to-day operations Take care of the day-to-day operations

of the hotelof the hotelMake sure the hotel is run by the Make sure the hotel is run by the

standards of the corporationstandards of the corporationThere are three work shifts normally in There are three work shifts normally in

hotels. hotels.

Affiliation groupAffiliation group

A group of independent hotels that A group of independent hotels that creates a central office for reservationscreates a central office for reservations

Also known as a consortiumAlso known as a consortiumBest Western International is the largestBest Western International is the largestBecome a member and pay duesBecome a member and pay dues

Six major Market Segments for Six major Market Segments for LodgingLodging

1.1. BusinessBusiness

2.2. Conventions and MeetingsConventions and Meetings

3.3. LeisureLeisure

4.4. BudgetBudget

5.5. Long-StayLong-Stay

6.6. Special AccommodationsSpecial Accommodations

Role of Foodservice in Lodging Role of Foodservice in Lodging PropertiesProperties

Providing Food and Beverage is essentialProviding Food and Beverage is essentialVending Machines Vending Machines Full-Service – At least one restaurantFull-Service – At least one restaurantLimited-Service – Continental BreakfastLimited-Service – Continental Breakfast

Meal PlanMeal Plan – Room rate that includes a – Room rate that includes a mealmeal

Lodging ConceptLodging Concept – Includes the theme, – Includes the theme, target market, décor, ambiance, and level target market, décor, ambiance, and level of serviceof service

ResortsResorts

Resorts are hotels designed Resorts are hotels designed exclusively for vacationers exclusively for vacationers

Example – Aspen LodgeExample – Aspen Lodge

HostelsHostels

A Hostel is an inexpensive A Hostel is an inexpensive accommodation in which guests provide accommodation in which guests provide their own linens and fix their own mealstheir own linens and fix their own meals

Budget hostels and limited service Budget hostels and limited service properties would most likely be found properties would most likely be found near a highway.near a highway.

Examples of Budget hotels, (motel 6, Examples of Budget hotels, (motel 6, etc…). They generally have low rates etc…). They generally have low rates and limited services. and limited services.

Human Resource Dept.Human Resource Dept.

This department of the lodging This department of the lodging business handles employee concerns business handles employee concerns such as payroll,. such as payroll,.

You Do #3You Do #3

Chapter 10 page Chapter 10 page 97 (1-4)97 (1-4)

Chapter 10 Pg. 99 -Chapter 10 Pg. 99 -100 (1-20)100 (1-20)

Hotel Guest Cycle StageHotel Guest Cycle Stage(from check in to check out)(from check in to check out)

Prearrival – Prearrival – Choosing the hotel and reserving a room Choosing the hotel and reserving a room

Departure – Departure –

checking out of the hotel roomchecking out of the hotel room

Objective 3.02-Objective 3.02-Front OfficeFront Office

Front OfficeFront Office

““You Do” #4You Do” #4Vocabulary Part I Vocabulary Part I

(define the following)(define the following) Sleeping RoomSleeping Room Guest RoomGuest Room Function RoomFunction Room Rooms DivisionRooms Division Rooms DirectorRooms Director Property Property

Management Management System (PMS)System (PMS)

Front OfficeFront Office Front Office Front Office

ManagerManager

Nonguaranteed Nonguaranteed ReservationReservation

Guaranteed Guaranteed ReservationReservation

Reservation AgentReservation Agent Reservation RecordReservation Record Central Reservations Central Reservations

CenterCenter Room InventoryRoom Inventory Bell CaptainBell Captain

““You Do” #4 Con’t You Do” #4 Con’t Vocabulary Part IVocabulary Part I

(define the following) (define the following) Door AttendantDoor Attendant Bell AttendantBell Attendant Wake-up CallWake-up Call Front Desk AgentFront Desk Agent Check-inCheck-in CheckoutCheckout RegistrationRegistration

Registration RecordRegistration Record Guest FolioGuest Folio Account SettlementAccount Settlement Guest History RecordGuest History Record Key CardKey Card ForecastingForecasting Work ShiftWork Shift Hotel Guest CycleHotel Guest Cycle

Front OfficeFront Office Functions of the Front Office

Door attendant Door attendant – Responsible for the front of – Responsible for the front of the hotel the hotel

Bell Attendant – responsible for getting the – responsible for getting the guests luggage to their rooms. guests luggage to their rooms.

Front Desk Agent – responsible for registering – responsible for registering guest when they arriveguest when they arrive

Front Office – RESPONSIBILITIES – RESPONSIBILITIESChecking guests in and out of the property Checking guests in and out of the property Handles everything from selling sleeping Handles everything from selling sleeping

rooms and interacting with guests.rooms and interacting with guests.Forecasting and SchedulingForecasting and SchedulingHandles emergencies and accidentsHandles emergencies and accidentsThe department that checks in with the front The department that checks in with the front

office the most (per day) is housekeeping. office the most (per day) is housekeeping.

Front OfficeFront Office Front Office Manager Front Office Manager – Manager of Front Office– Manager of Front Office

The front office and the housekeeping are the The front office and the housekeeping are the two main departments in the rooms division.two main departments in the rooms division.

Usually divided into four departments: : ReservationsReservations – –

Guaranteed/nonguaranteed/reservation Guaranteed/nonguaranteed/reservation agent/reservation record/central agent/reservation record/central reservations/Room Inventoryreservations/Room Inventory

A GUARANTEED reservation A GUARANTEED reservation holds the holds the room until the guest checks-inroom until the guest checks-in

Uniformed ServicesUniformed Services – All in uniform/guest – All in uniform/guest services/door attendant/bell attendantservices/door attendant/bell attendant

TelecommunicationsTelecommunications-- full/limited full/limited service/phonesservice/phones

Front DeskFront Desk – Check in/out, Greeting, – Check in/out, Greeting, Payment, Room AssignmentPayment, Room Assignment

Front OfficeFront Office

Explain the functions of the Property Explain the functions of the Property Management SystemManagement System..

Known as the PMS SystemKnown as the PMS SystemKeeps all the information for Keeps all the information for

departments in one computer system.departments in one computer system.Check in/out guests.Check in/out guests.Can be used for keys, guest records, Can be used for keys, guest records,

accounting, inventory, receiving, and accounting, inventory, receiving, and purchasing.purchasing.

Functions of the Rooms Functions of the Rooms Division.Division.

Describe the functions of the Rooms Division.Describe the functions of the Rooms Division.Part of the hotel that handles all tasks involved in Part of the hotel that handles all tasks involved in preparing and selling sleeping rooms.preparing and selling sleeping rooms.Rooms DirectorRooms Director – – ManagerManager in Charge. in Charge.

Sleeping RoomSleeping Room (Guest Room) (Guest Room) – Guests sleep for – Guests sleep for more than one night.more than one night.

Function RoomFunction Room – Rent for an activity such as a – Rent for an activity such as a meeting, wedding, or a banquet.meeting, wedding, or a banquet.

““YOU DO” #5YOU DO” #5Answer the following in the Answer the following in the light blue workbook light blue workbook

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Chapter 11 page 106-Chapter 11 page 106-107 (1-30)107 (1-30)

Answer the following in Answer the following in the light blue workbook the light blue workbook

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Hospitality OperationsHospitality OperationsObjective 3.03Objective 3.03

Housekeeping DepartmentHousekeeping Department

““You DO” #6You DO” #6Define the followingDefine the following

Housekeeping Housekeeping DepartmentDepartment

CleanClean SanitarySanitary MildewMildew LinensLinens LaundryLaundry Room AttendantRoom Attendant InspectorInspector

Assistant Assistant HousekeepingHousekeeping

Executive Executive HousekeepingHousekeeping

Cleaning CartCleaning Cart ConsumablesConsumables Turndown ServiceTurndown Service Public AreasPublic Areas House AttendantsHouse Attendants

You DO” #6 (con’t)You DO” #6 (con’t)Define the followingDefine the following

House StaffHouse Staff Laundry StaffLaundry Staff Laundry SupervisorLaundry Supervisor Laundry AttendantsLaundry Attendants SeamstersSeamsters MendingMending Linen RoomLinen Room In-house In-house

HousekeepingHousekeeping

ServicesServices Contract Contract

Housekeeping Housekeeping ServicesServices

Outside ContractorsOutside Contractors SchedulingScheduling OccupiedOccupied VacantVacant Out-of-Order RoomOut-of-Order Room

HousekeepingHousekeepingHouse keeping is the department of an hotel that’s House keeping is the department of an hotel that’s

responsible for the upkeep of the hotel roomsresponsible for the upkeep of the hotel rooms. .

A housekeeper that cleans rooms is known as a room A housekeeper that cleans rooms is known as a room attendantattendant

A housekeeper that cleans the lobby of the hotel is A housekeeper that cleans the lobby of the hotel is known as a house attendant. known as a house attendant.

Three major functions of the housekeeping Three major functions of the housekeeping department:department: Keep the Hotel Clean – State of being free of dirtKeep the Hotel Clean – State of being free of dirt Sanitary – State of being free from diseaseSanitary – State of being free from disease

Mildew – Fungus that grows on damp surfaces – Mildew – Fungus that grows on damp surfaces – usually found in the bathroom on the shower usually found in the bathroom on the shower curtainscurtains

Pathogens – include bacteria and virusesPathogens – include bacteria and viruses


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 Six tasks of the room attendantattendant

1.1. Entering the guest roomEntering the guest room

2.2. Cleaning of the guest room andCleaning of the guest room and

Protecting the guest from germs. Protecting the guest from germs.

1.1. Providing guest suppliesProviding guest supplies

2.2. Reporting ProblemsReporting Problems

3.3. Limiting Guest AccessLimiting Guest Access

4.4. Turndown ServiceTurndown Service

Housekeeping Rules & dutiesHousekeeping Rules & duties

If a housekeeper is If a housekeeper is cleaning a room while a cleaning a room while a guest enters, the guest enters, the housekeeper should ask housekeeper should ask for the key to make sure for the key to make sure it’s their room it’s their room

Housekeepers should Housekeepers should make sure their cart does make sure their cart does NOT block the door of the NOT block the door of the room that their cleaning .room that their cleaning .

Room attendants are Room attendants are responsible for checking responsible for checking the room for damages. the room for damages.

Responsible for purchasing Responsible for purchasing all guestroom and cleaning all guestroom and cleaning supplies for the hotelsupplies for the hotel

If a housekeeper finds If a housekeeper finds items left behind by a items left behind by a guest when cleaning, guest when cleaning, he/she should immediately he/she should immediately take to their supervisor to take to their supervisor to be logged into a book and be logged into a book and place into the lost a found place into the lost a found safe. safe.


Public areas that require cleaningPublic areas that require cleaning1.1. HallwaysHallways2.2. StairsStairs3.3. LobbyLobby4.4. LoungesLounges5.5. Public RestroomsPublic Restrooms6.6. RestaurantsRestaurants7.7. Meeting RoomsMeeting Rooms8.8. Banquet HallsBanquet Halls9.9. Recreation AreasRecreation Areas10.10. Retail StoresRetail Stores11.11. Offices of Hotel StaffOffices of Hotel Staff12.12. Window cleaning (this is normally Window cleaning (this is normally

1.1. Contracted out)Contracted out)

HousekeepingHousekeepingHousekeeping Department is part of the Housekeeping Department is part of the

rooms divisionrooms divisionIt has the largest number of employees It has the largest number of employees

in the hotel. in the hotel. Cleanness and appearance can affect if Cleanness and appearance can affect if

a guest returns to a hotel a guest returns to a hotel Clean –wiping something downClean –wiping something down


Sanitary – sanitizing with Clorox or Sanitary – sanitizing with Clorox or anther like substanceanther like substance

MildewMildewLinens – All items made of cloth and Linens – All items made of cloth and

when handled properly can last up to 3 when handled properly can last up to 3 years. years.

Laundry – Linens that need to be Laundry – Linens that need to be washedwashed

The Laundry DepartmentThe Laundry Department

The Laundry Department has three The Laundry Department has three major tasks:major tasks:Washing LaundryWashing Laundry the laundry attendant is generally the laundry attendant is generally

responsible for sorting, washing, drying, responsible for sorting, washing, drying, folding and storing linensfolding and storing linens

Care of LinensCare of LinensInventory of LinensInventory of Linens

Role of Executive Role of Executive HousekeeperHousekeeper

The Executive Housekeeper is in charge The Executive Housekeeper is in charge of all housekeeping-related tasks in the of all housekeeping-related tasks in the hotelhotel

He/She MUSt have a forecast (number of He/She MUSt have a forecast (number of guest rooms occupied) in order to guest rooms occupied) in order to schedule the staffschedule the staff

In charge of training, scheduling, In charge of training, scheduling, supervising and motivating the supervising and motivating the housekeeping staff.housekeeping staff.


Housekeeping and front office Housekeeping and front office communicationscommunicationsHouse CountsHouse CountsRoom StatusRoom StatusSecurity ConcernsSecurity ConcernsGuest requestsGuest requestsAmenities and SuppliesAmenities and Supplies

““YOU DO” #7YOU DO” #7Complete the following in Complete the following in your light blue workbookyour light blue workbook

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Objective 3.04Objective 3.04

SecuritySecurity

““YOU DO” #8YOU DO” #8Define the following Define the following

SecuritySecurity Security OfficersSecurity Officers LiabilityLiability Safe Deposit BoxSafe Deposit Box VaultVault Limitation of Limitation of

LiabilityLiability

InsuranceInsurance Insurance PolicyInsurance Policy Property InsuranceProperty Insurance Liability InsuranceLiability Insurance Crime insuranceCrime insurance

““YOU DO” #8 (con’t ) YOU DO” #8 (con’t ) define the followingdefine the following

Plainclothes Plainclothes security officersecurity officer

Uniformed security Uniformed security officerofficer

Structural SecurityStructural Security Security SystemSecurity System Security PoliciesSecurity Policies

Key ControlKey Control Lost and Found Lost and Found

PerksPerks SurveillanceSurveillance PatrolPatrol Security LogSecurity Log Accident ReportAccident Report

SecuritySecurity

State the major responsibility of the State the major responsibility of the Security DepartmentSecurity DepartmentThe protection of the People and The protection of the People and

PropertyPropertySecuritySecurity – Actions taken to prevent – Actions taken to prevent

crime and to protect the safety of crime and to protect the safety of people and propertypeople and property

Security OfficersSecurity Officers – Staff who carry out – Staff who carry out the protectionthe protection

SecuritySecurity

What is a What is a liabilityliability?? Responsibility to pay for damage or lossResponsibility to pay for damage or loss The degree of liability depends on the situation in The degree of liability depends on the situation in

which the property was stolen or damagedwhich the property was stolen or damaged Safe Deposit BoxSafe Deposit Box – Metal box that requires two – Metal box that requires two

keys to openkeys to open VaultVault – Large locked room – Large locked room Limitation of Liability – Limitation of Liability – Limit on the amount of Limit on the amount of

money that a hotel must pay a guest for a loss of money that a hotel must pay a guest for a loss of propertyproperty

SecuritySecurity

What isWhat is Insurance Insurance?? Financial arrangement used to protect individuals or Financial arrangement used to protect individuals or

businesses against lossbusinesses against loss Insurance PolicyInsurance Policy – A recorded Document – A recorded Document Property InsuranceProperty Insurance – Pays for loss or damage of – Pays for loss or damage of

property owned by the business. Losses due to fire, property owned by the business. Losses due to fire, tornadoes, hail, accidents, burglary , and arsontornadoes, hail, accidents, burglary , and arson

Liability InsuranceLiability Insurance – Provides payment if the – Provides payment if the hospitality business is sued and the courts determine hospitality business is sued and the courts determine that the business is liablethat the business is liable

SecuritySecurity

Security – Part IISecurity – Part IISecurity activities can be divided into Security activities can be divided into

four groups: four groups: Structural SecurityStructural SecuritySecurity PoliciesSecurity PoliciesSurveillanceSurveillanceSafety and emergency proceduresSafety and emergency procedures

SecuritySecurity

Structural SecurityStructural SecurityConsists of the security features of a Consists of the security features of a

buildingbuildingBuildings – Lights, Locks, Alarms, and Buildings – Lights, Locks, Alarms, and

LockersLockersGuest Rooms – Guests need to feel safe Guest Rooms – Guests need to feel safe

in their roomsin their roomsTechnology – Security SystemsTechnology – Security Systems

Security System – Burglar detectionSecurity System – Burglar detection

SecuritySecurity

Security PoliciesSecurity PoliciesPhoto ID -Photo ID - makes it easy to makes it easy to

distinguish if you are an employeedistinguish if you are an employeeKey Control – Key Control – Knowing where the Knowing where the

hotel keys are at all timeshotel keys are at all timesLimited # of entrancesLimited # of entrancesLost and found proceduresLost and found procedures

SecuritySecurity

SurveillanceSurveillance Process of closely observing what is going onProcess of closely observing what is going on

PatrolPatrol – Walking or riding around an area – Walking or riding around an area Uniformed OfficerUniformed Officer / / Plain Clothes OfficerPlain Clothes Officer

Security Officers perform Security Officers perform threethree basic tasks basic tasks when on patrolwhen on patrol

1. 1. People –People – Trained to look for people who do not Trained to look for people who do not belongbelong

2. 2. Physical ConditionsPhysical Conditions – Unsafe conditions, damaged – Unsafe conditions, damaged property, and broken property or equipmentproperty, and broken property or equipment

3. Routine Tasks3. Routine Tasks – IE: Doors must be locked at – IE: Doors must be locked at specific timesspecific times

SecuritySecurity

Safety and Emergency Safety and Emergency ProceduresProceduresDevelop and implement emergency Develop and implement emergency

response plansresponse plansResponses for fires, tornadoes, illnesses, Responses for fires, tornadoes, illnesses,

falls, and other emergenciesfalls, and other emergenciesSecurity Log – Communication toolSecurity Log – Communication toolAccident Report – Detailed information Accident Report – Detailed information

about an accidentabout an accident

SecuritySecurity

Security and the Front DeskSecurity and the Front DeskReport AccidentsReport Accidents

Report Strange PeopleReport Strange PeopleTake Responsibilities for keysTake Responsibilities for keysHelp Prevent Employee TheftHelp Prevent Employee Theft

SecuritySecurity

Role of the Director of SecurityRole of the Director of SecurityDevelop and Implement PoliciesDevelop and Implement Policies

Train EmployeesTrain Employees

Prepare Staff SchedulesPrepare Staff Schedules

Maintain EquipmentMaintain Equipment

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Objective 3.05 - Objective 3.05 - EngineeringEngineering

““You Do” #10You Do” #10Define the followingDefine the following

Preventive Preventive MaintenanceMaintenance

Deep CleaningDeep Cleaning Potable WaterPotable Water Nonpotable WaterNonpotable Water HVAC systemsHVAC systems ClorineClorine pH valuepH value

GroundsGrounds LandscapingLandscaping GroundskeeperGroundskeeper GroundskeepingGroundskeeping Chief EngineerChief Engineer Plant ManagerPlant Manager Facility ManagerFacility Manager

EngineeringEngineeringWhat is the purpose of What is the purpose of

EngineeringEngineering??

To keep the facility in top condition for To keep the facility in top condition for safety, guest satisfaction, and safety, guest satisfaction, and profitabilityprofitability

The engineering department handles The engineering department handles the maintenance of an area of the hotelthe maintenance of an area of the hotel

EngineeringEngineeringWhat are the (6) functions of What are the (6) functions of

Engineering?Engineering?Maintenance Maintenance is very important in any hotel to keep is very important in any hotel to keep

things operating and in working and safe condition. things operating and in working and safe condition.

Deep Cleaning –Deep Cleaning –cleaning that involves extra time cleaning that involves extra time or equipment. or equipment.

Repairs –Repairs –repairs are normally performed by the repairs are normally performed by the engineer department with larger jobs contracted out. engineer department with larger jobs contracted out.

Remodeling –Remodeling –this is usually done when hotels this is usually done when hotels began to look dated and tires. began to look dated and tires.

Resource ManagementResource ManagementEmergencies Emergencies

EngineeringEngineeringPreventative Maintenance Preventative Maintenance

Cleaning and repair of equipment that is Cleaning and repair of equipment that is in working order.in working order.Examples – Air Filters, Washing Machines, Examples – Air Filters, Washing Machines,

Replacing Parts, Removing PartsReplacing Parts, Removing PartsPreventative Maintenance SchedulePreventative Maintenance Schedule

EngineeringEngineeringDeep Cleaning Deep Cleaning

More thorough cleaning that involves More thorough cleaning that involves extra time or equipmentextra time or equipmentOften the responsibility of the Housekeeping Often the responsibility of the Housekeeping

department.department.Examples: Flipping Mattresses, Cleaning Examples: Flipping Mattresses, Cleaning

under and behind furniture, cleaning walls under and behind furniture, cleaning walls and carpetsand carpets

EngineeringEngineeringWhat are the (3) systems that What are the (3) systems that

Engineering is responsible for?Engineering is responsible for?Electrical is the major source of energy Electrical is the major source of energy

in most hospitality businesses. in most hospitality businesses. PlumbingPlumbingHeating and Air ConditioningHeating and Air Conditioning

HVAC Systems – Heating, Ventilation, and HVAC Systems – Heating, Ventilation, and air conditioning air conditioning

Keeps guests either warm or coolKeeps guests either warm or cool

EngineeringEngineeringWhat are (4) examples of Parts and What are (4) examples of Parts and

Equipment that require Equipment that require maintenance?maintenance?Roofs, Walls, Floors (Structure)Roofs, Walls, Floors (Structure)Parking LotParking LotElevators and EscalatorsElevators and EscalatorsKitchen EquipmentKitchen Equipment

EngineeringEngineering Vocabulary – Informal and Picture Vocabulary – Informal and Picture

DefinitionDefinition Preventative MaintenancePreventative Maintenance Deep CleaningDeep Cleaning Potable Water – Safe Drinking WaterPotable Water – Safe Drinking Water Non-Potable Water – Not clean enough to drink Non-Potable Water – Not clean enough to drink

but usablebut usable HVAC SystemsHVAC Systems

- Engineering- Engineering Part IIPart II Explain the Responsibilities of Engineering Explain the Responsibilities of Engineering

for guest rooms and public areas in a hotelfor guest rooms and public areas in a hotel Organizes all the maintenance requestsOrganizes all the maintenance requests Most of the requests involve repairsMost of the requests involve repairs Keep guest rooms/public areas in good Keep guest rooms/public areas in good

conditioncondition Guests call front desk/front desk calls Guests call front desk/front desk calls

engineeringengineering Swimming Pools –Swimming Pools –

Chlorine – kills pathogens and other microorganismsChlorine – kills pathogens and other microorganismspH Valve – Level of acidity or alkalinity (cloudy water)pH Valve – Level of acidity or alkalinity (cloudy water)

EngineeringEngineeringEight tasks of Grounds keepingEight tasks of Grounds keeping

LandscapingLandscapingWateringWateringWeed ControlWeed ControlMowingMowingTrimmingTrimmingFertilizingFertilizingTrash RemovalTrash RemovalBeautification of lawn and gardensBeautification of lawn and gardens

EngineeringEngineeringResponsibilities of the Following:Responsibilities of the Following:

Chief EngineerChief Engineer – The top manager of – The top manager of the engineering department (may also the engineering department (may also be called plant manager or facility be called plant manager or facility manager)manager)

Skilled TechnicianSkilled Technician – Electricians, – Electricians, Plumbers, Sound, HVAC, Carpenters, Plumbers, Sound, HVAC, Carpenters, PaintersPainters

Maintenance StaffMaintenance Staff – General – General Maintenance WorkersMaintenance Workers

““You Do’ #11You Do’ #11Complete in the light blue Complete in the light blue book book

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Thank you Thank you

Any questionsAny questions

The “BIG Picture”The “BIG Picture”Greater Charlotte Greater Charlotte

Hospitality and Tourism Hospitality and Tourism Alliance Alliance

Click on the following link Click on the following link http://www.charlottehta.com/index.htmlhttp://www.charlottehta.com/index.html

Answer the following Answer the following questions questions

What is their purpose?What is their purpose?Choose (3) of their corporate sponsors and Choose (3) of their corporate sponsors and

give a brief de description of their give a brief de description of their hospitality services. hospitality services.

There are (3) upcoming events. Look at There are (3) upcoming events. Look at each and determine their economic impact each and determine their economic impact on the community (Charlotte ).on the community (Charlotte ).

Discuss the impact Discuss the impact Charlotte Douglas Charlotte Douglas International Airport has on the International Airport has on the community .community .

hospitality operations

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