SUPPLEMENTARY

LEARNING MATERIALS IN
BA 217- OPERATION
MANAGEMENT (TQM)
Unit 1

Prepared by:

VILMA E. LITAN, ED.D.

Subject Professor
BA 217 – OPERATION MANAGEMENT (Total Quality Management)

Description: This course will introduce the students to service management within the
hospitality industry. Main areas of study include the application of new service operation
theories and models together with current issues in the hospitality properties, recognize access
quality management process in hospitality and tourism organization to evaluate departmental
process and planning strategies (CMO 30, s. 2006)

Course Outcomes: Upon successful completion of this course the students must have:

1. Identified and evaluated the current trends of the Operation Management in the
Hospitality Industry.
2. Developed strategies on how to market rooms and other hospitality services of
the industry.
3. Analyzed property revenues and statistical data and take the proper decisions.
4. Applied contemporary and profitable management models in the hospitality
services.
5. Planned, organized and controlled the operation and management of the entire
operations of the hospitality industry.
6. Understand and critically evaluated the human resource management function.

UNIT I - THE HISTORY OF HOSPITALITY INDUSTRY

Lesson 1: Early History

Lesson 2: The Middle Ages
Lesson 3: The Sixteenth to Eighteenth Century
Lesson 4: Growth of Hotels in the US
Lesson 5: The Modern Hotel
Lesson 6: The Hospitality Industry

UNIT II – TYPES OF HOTELS

Lesson 1: Basic Types
Lesson 2: Classification by Location
Lesson 3: Motels

UNIT III – THE HUMAN RESOURCE DEPARTMENT

Lesson 1: Phases in Staffing
Lesson 2: Functions of the Human Resource Department

UNIT IV – RESERVATION: SYSTEMS AND OPERATIONS

Lesson 1: Central Reservation Offices
Lesson 2: Hotel Reservation Offices

UNIT V. THE FRONT OFFICE

Lesson 1: Reception
Lesson 2: Bell Service
Lesson 3: Mail & Information
Lesson 4: Concierge
Lesson 5: Cashiers & Night Auditors
Lesson 6: Automation

UNIT VI. FOOD & BEVERAGE PREPARATION & SERVICES

Lesson 1: Food Preparation
Lesson 2: Food Service
Lesson 3: Beverage Preparation

UNIT VII. HOUSEKEEPING

Lesson 1: Areas of responsibility
Lesson 2: Functions of the Housekeeping Department

UNIT VIII. TOTAL QUALITY & ORGANIZATIONAL BEHAVIOR

Lesson 1: Quality Teamwork
Lesson 2: Empowerment & Motivation
Lesson 3: Quality Leadership
UNIT IX. TOTAL QUALITY & STRATEGIC MANAGEMENT
Lesson 1: Total Quality and Competitive advantage
Lesson 2: Strategic Planning and Total Quality Implementation

UNIT X. TOTAL QUALITY MANAGEMENT IMPLEMENTATION

Lesson 1: Overview: Implementation Approach
Lesson 2: Challenge of Change
Lesson 3: Existing Organizational Structure
Lesson 4: Top Management Commitment

UNIT I - THE HISTORY OF HOSPITALITY INDUSTRY

 The hotel industry should not be regarded as standing, separate and unrelated to the other
industries, but rather as forming a part of the much larger hospitality industry.

Early Ages

- Inn keeping is an outgrowth of man’s urge to travel.

- Evidence exists of extensive travel over land and sea thousands of years ago.
- Roads used for intra-European traffic until the Middle Ages---- and some that
remain today were the trails used by the courier and merchant in ancient times.
- Structures built later to accommodate travelers very probably occupied such sites.
- Historians have uncovered evidence to suggest that a hospitality industry flourished
more than 2,000 years before the birth of the Christ.
- References are found in writings about life in Babylon, the center of the world in
2050 B.C. that refer to alehouses, apparently places that provided
accommodations and sold intoxicating liquors.
- The concept of hospitality can also be found in writings of ancient Greece and
Rome, and Biblical times.
- In Babylonian Era there was clearly evidence that the operation of alehouses was an
income producing business, the degree to which hospitality was a profit-making
enterprise is less clear in the Greek era.
- There are indications that in Athens in 400 B.C, when it was the center of seafaring
enterprise, inns were operated as business to provide accommodations for
visiting sailors.
-Homer’s Odyssey and Iliad suggest that hospitality, in those ancient times, became
an obligation of the populace, for two possible reasons.
- People felt that hospitality to strangers was necessary to their religious well-being.
- They were hospitable only because of their own superstitious fears.
- In both cases, we find, therefore, either religion or the supernatural as the principal
motivating force in the concept of hospitality.
- Providing hospitality was merely a result of a “give and take” philosophy; that is,
if you give a stranger food and lodging today, perhaps a stranger will do the
same for you.
- Given the circumstances in which hospitality in ancient Greece was provided, it is
understandable that a certain elements of religion were intermingled with the
idea.
- Missionaries, priests, and pilgrims formed a very large part of the traveling public.
- The accommodations was meager, providing only shelter and the barest of
sustenance.
- In the earliest times, they were operated by slaves who belonged to the temples or
holy places.
- The slaves were replaced by free men, but even they were considered to be of low
social prestige.
- In ancient Indian writings, we find that it was the duty of the priests and the Holy
men of the temples to arrange for accommodations and food visitors.
- Early travelers who were not on the road for religious reasons were usually on
military, diplomatic, or political missions.
- Consuls, proconsuls, governors, and generals were constantly traveling between
Rome and the many countries in the eastern Meditteranean that were part of
Roman Empire.
- Many military travelers disdained using the accommodations that were available
along the route.
- Inns in the cities were of bad reputation and detrimental travelers; outside the
cities, they neither existed nor were needed.
- In ancient Persia, travelling was done in large caravans, which carried elaborate
tents for use along the caravan routes.
- At certain points on these routes, accommodations known as “khan” were
constructed.
- In the later years of the Roman Empire, taverns and inns provided shelter for
traveling merchants, actors, and scholars.
- Accommodation were still primitive.
- Sometimes there was a room for the people but no stables for the horses; more
often there were stables but no rooms.
- The high point of that era in terms of hospitality was the development by the
Persians of post houses along the caravan routes.
- In his writings, Marco Polo described the post houses, known as yams, as
apartments suitable for a king.
- In some writings the post houses were referred to as tabernae, obviously the Latin
word from which tavern was derived.
- Many caravansaries were constructed.
- In any case, with the end of the Roman Empire in 476 A.D., the travel ceased, and
the period known as the middle Ages occupied the next 1,000 years.

The Middle Ages

- We again find the intermingling of religion and hospitality.

- It was considered the duty of Christians to offer hospitality to travelers and
pilgrims.
- Monasteries functioned as inns, providing accommodations and food for the
weary traveler.
- Some monasteries and churches, concerned perhaps with the invasion of private
meditations by the traveling public, constructed separate buildings to
accommodate travelers.
- These buildings were known as xenodocheions, a Greek word meaning inns or
resting places.
- Charlemagne, during his reign, enacted laws setting out of duty of a Christian to
provide a free resting place for a traveler.
- In consideration perhaps of the possibility that a traveler might overstay his
welcome, and also perhaps of the burden of providing free food for an
indefinite period of time, the law limited the stay of any traveler in any one
place to three nights.
- Indeed, the rendering of hospitality was considered a charitable donation,
springing from religious beliefs rather than a business venture.
- But all this was to change in the year 1282 in Florence, Italy.
- The great innkeepers of the city incorporated a guild or association for the purpose
of turning hospitality into a business.
- Inns became licensed and were permitted to import and resell wine.
- The inns themselves belonged not to the innkeepers but to the city, and they were
operated under three-year leases sold by auction.
- They were presumably profitable; in the year 1290. 86 inns in Florence were
members of the guild.
- The business of hospitality spread to Rome and other Italian cities.
- during that period, many of the innkeepers were German rather than Italian-
possibly because many of the merchants who were traveling were themselves
German and were eager to find accommodations where they would find their
own language spoken and food to which they were accustomed.
The 16th to 18th Centuries

- the common mode of the transportation used then was the stagecoach.
- Long journeys, such from London, England to Edinburgh, Scotland, covered a
period of several days, so the stagecoaches were forced to make overnight
stops.
- A direct result was the construction of inns or taverns at suitable locations along
the stagecoach routes.
- The inns or taverns also become popular meeting places for nobility, politicians,
priests, and others.
- -Licenses for the inns were issued by the local lord or knight within whose
territory the inn lay.
- The inn where built in relatively standard design.
- The design was I the form of the quadrangle, with a stagecoaches and people
entering through a vaulted gateway.
- The yard within the quadrangle was used for many purposes, such as weddings or
fairs, and often as a theater.
- The quadrangular form provided our side walls as a protection against enemies,
and the single entrance was easy control and protect.
- In the 18th century, coffee houses became extremely popular in Europe and were
incorporated into many inns.
One of the first European hotels, the Hotel De Henri IV, was built in 1788, at a total
cost of 17, 500 dollars then a tremendous sum of money

Growth of Hotels in the United States of America

During the 16th to 18th century, early inns were built in North America in much the
same fashion as in England.
The English inns were built along stagecoach routes, the American inns were mainly
in seaport towns.
An inn in New York City played a major role in the American Revolution. Previously
the DeLancey mansion, it was bought in 1762 and converted to an inn by
Samuel Fraunces, a West Indian, who named it the Queens Head Tavern.
The Queen Head was a major meeting place for such organizations as the Sons of
Liberty before the Revolution, and for British officers when they occupied the
city.
It became the scene of many dinners and parties, and in 1783, Washington bade
farewell to his officers there.
The building itself has been preserved as historical landmark and now functions as a
popular restaurant, known as Fraunces Tavern.
In 1975, it drew particular attention when it was the scene of a bombing incident in
which several people were killed.
The honor of being first in this respect fell to the City Hotel, opened in 1794 in New
York City, with 70 room.
Similar hotels were built in other cities in the next few years, but it was not until 1829
that a first class hotel, Boston’s Tremont House, with 170 rooms was built.
The Tremont innovate such features as private rooms with locks, soap and water for
each room, bell boys, and French cuisine.
The remainder of the 19th and early 20th saw tremendous growth in the hotel
industry, not only in the number of the hotels but in the innovations designed
to provide new and better comforts for the guests.
Notable milestones in such growth were the following:
1834- Indoor plumbing was introduced into the hotel industry by Astor, a hotel
developer in New York City
1853- steam elevators were first used in a hotel.
1875- The Palace was built in San Francisco, at a cost of million dollars. It was the
biggest and the best of its time, with 800 rooms, and was a favorite meeting
place of the celebrities such as Oscar Wilde and Sarah Bernhardt. It was
destroyed in the earthquake in 1906, but was immediately rebuilt in all its
grandmother.
1836- The Astor House became the first hotel to be lit up by gaslight.
1894- The Netherlands Hotel in New York City became the first to have telephones in
the rooms.
1896- The Waldorf Astoria was built in New York City. The next 20 years were
glorious for the Waldorf, but it was razed to the ground in 1929 to make room
for the Empire State Building. The new Waldorf Astoria was built in 1931 at
its present location on Park Avenue.
During the same era, some of North American’s most famous resorts were
constructed.
- 1832- The Homestead in Hot Springs, Virginia
- 1857-The Greenbrier, with 700 rooms, was opened in White Sulphur Springs,
West Virginia, by the Chesapeake and Ohio Railroad.
- 1887- The Grand Hotel on Mackinaw Island, Michigan, with 275 rooms
- In the late 19th century, while many elegant and luxurious hotels were being built,
there was also extensive construction across America of small railroad-
station-type hotels catering to the commercial traveler.
- One of the builders of such hotels was Harvey Hotels.
- As the number of commercial travelers grew, so I did their demands for service
and comfort.
- A Man justifiably regarded as the father of the modern commercial-hotel industry,
Elsworth M. Statler, a former bell boy, had the vision to see that the growth in
numbers of commercial travelers provided the opportunity for a successful
hotel industry.
- In 1907, he built the Buffalo Statler must be considered the originator of the
hotel- chain concept, to be followed later by Hilton, Sheraton, and many
others.

The Modern Hotel

The hotel industry will probably never again see the rate of construction that
took place in the late 1920s. But new concepts in hotel design have been
developed more recently in an effort to meet the changing preferences and
new characteristics of the traveling public. Standard, rectangular, medium-
sized, downtown hotels have been replaced by the fine examples of new and
innovative architecture. Roof-high atriums, outside scenic elevators, and other
innovations have become features of such hotels as the Century Plaza in Los
Angeles and the Regency Hyatt in Atlanta. The New York Hilton is consider a
fine example of a successful convention hotel.
There have also been great changes in the location of a hotels. In the early 1900s,
most of the traveling was done by train, so hotels had to be located close to
railway situations. The tremendous increase in automobiles and airline travel,
and the corresponding decrease in the use of railroads, opened up many new
areas that could not previously be considered proper sites for hotels
development. As a result, newer hotels are frequently located outside city, at
airports, and on the highways. In particular, the increase in automobile travel
produced a new phenomenon in the hospitality field, the motel industry.
Motels originated as an outgrowth of increased demand by the automobile business
traveler. In the early days traveling salesmen, lodging could frequently be found in private
residences- often farmhouses near highway but the number of travelers soon exceeded the
accommodations.

The Hospitality Industry

-The preceding sections have traced the development of the hospitality industry and as
an integral part of it, the hotel industry.
Following is an example of hospitality industry today, both its make-up and its
relationships with other industries. Most elements of the hospitality industry
musts be recognized as a part of the leisure industry.
1. The Leisure Industry

- The recent years have seen many changes in day-to-day life. The reduced work
week, for example, has produced the growth of an industry designed to take
 advantage of people’s additional free time. The practice of taking short leisure
vacations has also expanded the industry.
The leisure industry had been developed in many directions, such as these more
significant elements.
1. The motion picture industry and the theater in its various art forms, legitimate
theater, popular and classical music, comedy and magic, also benefits from
the additional leisure time available.
2. Professional sports had become a major industry, both by itself and within this
overall grouping.
3. The restaurant industry has benefited from an increase in the number of people
eating out. This applies to both fast-food restaurants and more elegant dining
facilities.
4. Additional free time has given people greater opportunities to travel. As a result,
major beneficiaries within the leisure industry are:
- Airlines
- Cruise ships
- Motor coaches and railroads
- Travel agents and tour operators
- Last, but by no means least, the hotel industry.

2. The Hotel Industry

- The hotel industry as a whole benefits from increased travel. However, resort
operations are the prime beneficiaries of increased leisure time. Facilities
offering golf, tennis, skiing, health clubs, or perhaps only sun, and sand are
the great attraction for those who find they have more free time than they
used to have.
- The hospitality industry comprises those businesses that provide services,
primarily accommodations, food, and beverages, not only to those traveling
for pleasure, but also the business traveler. Consequently, of the elements
making up the leisure industry, cruise ships, restaurants, and to a lesser
degree, airlines form a part of the hospitality------as do all hotels, and not
only those serving the pleasure traveler.

Reference: William S. Gray and Salvatore C. Liguori

 Hotel and Management and Operations, Fourth Edition

History of Hospitality Industry

Hospitality is nearly as old as humanity. From the earliest caves to inns, staging posts,
motels, and resorts—today, the hospitality industry is thriving, with something like
187,000 hotels around the world. Below is a timeline of some important milestones in the
development of the hospitality industry.
15,000 BCE—The Lascaux caves in France are the first shelter in history that provably
accommodated people of a different tribe.
Classical antiquity—In ancient Greece and Rome, spas and bathhouses often
provided sleeping facilities and were popular attractions for those seeking rest and
relaxation. A bordello in Classical Pompeii is considered to be the first hospitality
establishment that charged for lodging.
Middle Ages—In Japan, the first two hotels in history (guest houses called ryokans)
were built in the early 700s. In the Middle East, caravanserais were a resting place for
caravans along the Silk Road, and refuges served pilgrims and crusaders on their way
to the Holy Land. In China and Mongolia, staging posts provided shelter for couriers and
allowed horses to be changed more easily.
In Europe, cloisters and abbeys provided free accommodation to travelers. Gradually,
inns and guesthouses began to open on popular trade routes to provide lodging for
traveling merchants and their horses.
1600s—More than 600 inns were registered in England; the English and French
governments began to introduce laws regulating them. Thermal spas with lodging were
developed at Karlovy Vary in the Czech Republic. The first guidebooks for travelers
were published in France.
Early 1700s— Masonic Lodges began to appear in North America. In Paris, the Place
Vendôme offered the first example of a multiple-use architectural complex, including
boutiques, offices, apartments, and hotels.
1760s—The Industrial Revolution spurred the construction of hotels across Europe and
the United States.
Early 1800s—The first modern hotel built in England, with a full complement of facilities,
was the Royal Hotel in Plymouth. Holiday resorts began to flourish along the French and
Italian rivieras. In Japan, ryokan guest houses proliferated; in India, dak bungalows run
by the British government served travelers.
1829—The Tremont House in Boston was the first hotel to provide inside toilets, locks
on the doors, and bellboys.
1832—Holt’s Hotel boasted the first steam-powered elevator in New York City.
1862—Le Grand Hôtel Paris opened, the largest and most luxurious in Europe,
decorated by top painters.
1870—The Palmer House Hotel in Chicago was the first hotel built to be fire resistant
and the first to offer telephones in all its rooms.
1873—The Palais Württemberg in Vienna was transformed into the Hotel Imperial, a
superb luxury residence for the notables of the era.
1888—The Hotel Victoria in Kansas City, Missouri, was the first to offer an en suite
bathroom with every room.
1893—The first school for hoteliers, Ecole hôtelière de Lausanne, was founded in
Lausanne, Switzerland. That same year, the Waldorf Astoria in New York opened its
doors. It was the first hotel to offer room service; its maître d’ created the Waldorf salad.
Early 20th century—The early years of the twentieth century saw the construction of
new luxury hotels: The Ritz in Madrid, the Savoy in London, the Beau Rivage Palace in
Lausanne, the Plaza in New York, the Métropole in Brussels, the Plaza-Athenée in
Paris, the Taj Mahal in Bombay, etc. During this period, Switzerland built its first ski
resorts.
1923—La Mamounia was built among gardens in Marrakech, Morocco; many
considered it to be the most beautiful hotel in the world.
1927—Hot Shoppes was founded in Washington, D.C., a hospitality company that later
became Marriott Corp.
1950s—After the Great Depression and the war, the fifties saw a second boom in the
hotel industry, including the advent of Club Med, the first casino hotels, the first hotels
developed by airline companies, and new resorts flourishing around the Mediterranean.
In the United States, Holiday Inn and Howard Johnson’s motor lodges were founded;
35,000 motels were built between 1939 and 1960.
Latter half of the 20th century—Thanks to various social and economic factors,
middle-class people had more time and money to indulge in travel. Hotels began to
diversify, catering to different budgets and interests (spas, casinos, motels, hostels,
resorts, conference hotels) and offering a more varied range of services.
1970—Hotels catering to business people began to proliferate, especially in the Middle
East, Europe, and North America.
1980s—The third boom in the hotel industry began in 1980. International hotel chains
(mostly American) expand in Europe, the Middle East, and Asia.
1987—Kendall College launched its Bachelor’s in Hotel and Restaurant Management
program, which later evolves into a Bachelor’s in Hospitality Management.
Digital age—Software companies began developing new tools for the hospitality
industry that are still evolving today, including customer databases and systems for
reservations, room and housekeeping management, customer preferences, loyalty
programs and more.
1993—The travel industry was quick to take advantage of the advent of the Internet,
giving customers the opportunity to compare, book and review hotels from their home
computer.
1997—Hotel Adlon Berlin, destroyed in 1945, is rebuilt for $260 million on its original site
facing the Brandenburg Gate. Its exterior is a virtual replica of the original; inside, the
rooms are the ultimate in luxury.
Early 21st century—Global corporate hotel chains merge and acquire each other.
InterContinental Hotel Group now owns Holiday Inn and Crowne Plaza; Marriot owns
Renaissance; AccorHotels owns the brands Raffles, Sofitel and Novotel.
2009—AirBnB is founded, challenging the hotel industry by attracting tourists and taking
market share. Hotels respond with creative marketing approaches, including social
media campaigns and personalized customer experiences created through smart
devices.
2014—The Waldorf Astoria New York is sold to the Chinese Anbang Insurance Group
for $1.95 billion, the most ever paid for a hotel.
2015—The First World Hotel in Pahang, Malaysia, expands to become the largest hotel
in the world, with 7351 rooms.
Throughout the centuries, the basic principles of hospitality have remained the same.
But today, managing a hotel requires extensive knowledge of hospitality management
strategies, and formal education in the field is key. Kendall College offers a Bachelor’s in
Hospitality Management that is considered the No. 1 program in Chicago for preparing
students for careers in hospitality.* You will learn about financial management,
marketing, human resources, sustainability and much more. You will also get real-world
experience with practical projects, two required internships and the chance to study
abroad.

https://www.kendall.edu/blog/history-of-the-hospitality-industry
 The Modern Hotels

Want to explore a plethora of types of accommodations? You’ve arrived at the right

place. We’ve researched over 80 kinds of hotels, resorts, vacation rentals, and more. By
the end of this article, you’ll discover which accommodations are right for you. The
classification of hotels is no easy feat so we. decided to make it easy for you.
We’ve broken down this article into 7 categories (by type of hotel):
Popular Hotel Types
Chain Scales
Star Ratings
Niche Hotel Types
Regional Accommodations
Unique Hotel Concepts
Hotel Alternatives
The hospitality industry is changing rapidly. Vacation rental companies like Airbnb are
looking more like hotels and hotels are looking more like vacation rentals with the
invention of serviced apartments and apartment hotels. As a guest you want to know
what each hotel has to offer. Does a 3-star hotel offer room service? Does a five-star
hotel need a spa? What kinds of hotel amenities does a resort hotel have? Are budget
hotels dirty?
Popular Hotel Types
These hotel types are the most common, and you can find them all over the world.
1. Chain Hotel: Also known as a “branded hotel,” a chain hotel is affiliated with a
brand that may have strict guidelines for amenities and design. Some chain
hotels are part of a larger ownership group, while other chain hotels have
independent owners but follow the same brand standards. Popular hotel chains
are Courtyard, Holiday Inn, and Westin.
2. Independent Hotel: A hotel that is independently owned and operated with no
brand standards or guidelines.
3. Boutique Hotel: A hotel that incorporates unique design and personalized service,
often with a theme or local influences. Boutique hotels are usually small (under
100 rooms) and independently owned, though some boutique hotels are part of
collections like Leading Hotels of the World or chains like the Curio Collection by
Hilton.
 Pictured: Four Seasons Resort Maui at Wailea
4. Resort: A resort offers everything necessary for a vacation on-site, such as
restaurants, bars, pools, spas, recreational facilities, kids clubs, and
entertainment venues. Popular resort brands include Sandals and Four Seasons,
though there are many independent resorts too.
5. Airport Hotel: An airport hotel is located near - you guessed it! - an airport. Airport
hotels usually provide free airport transportation for a seamless transfer.
6. Conference Hotel: Catering to business travelers and groups, conference hotels
have extensive function space, catering services, and event planners to suit trade
shows, conventions, or other large events.
7. All-Suite Hotel: A hotel which contains only suite-style guestrooms, which are
guestrooms that have separate sleeping and living areas. Embassy Suites is a
popular all-suite hotel brand.
8. Extended-Stay Hotel: Designed for people who need a place to stay for several
weeks or months, extended-stay hotels provide guestrooms with full kitchens and
more spacious layouts than a standard hotel. Some extended-stay hotels also
offer laundry events and social events.
9. Motel: Short for a “motor hotel,” motels are often located next to a highway in
rural areas and offer basic amenities at a low price.
 Pictured: Aparthotel Baden, Switzerland

10. Apart-Hotel: Also known as a condo hotel, apart-hotels are made up of

apartment-style units which can contain full kitchens and several bedrooms.
Apart-hotels offer all the services of a hotel, like a front desk and housekeeping.
11. Serviced Apartment: An apartment unit with hotel-style services available for
nightly rentals, often catering to business travelers. Serviced apartments can be
found in apartment buildings that also house long-term residents.
12. Hostel: Popular among young budget travelers, hostels offer beds (usually bunk
beds) in shared dormitories with shared bathroom facilities. Other on-site
amenities can include lounge areas, bars, games, restaurants, and self-service
laundry.

Chain Scales
The hotel industry uses “chain scales” to categorize hotel brands. Smith Travel
Research developed the chain scale system and decides which chains fall into each
category, usually based on the hotel’s average daily rate.
13. Luxury: These hotels are the cream of the crop. Luxury hotels offer exceptional
service, distinctive architecture, award-winning restaurants, and amenities like
spas and golf courses. Luxury chains include Aman, Peninsula, and Ritz-Carlton.
14. Upper Upscale: Like luxury hotels, upper upscale hotels deliver unique
experiences with stellar service and amenities - but with a less eye-watering price
tag. Upper upscale chains include Hyatt Regency and Wyndham Grand.
15. Upscale: Upscale hotels are full-service hotels with solid amenities and classic
decor, usually including a restaurant and a fitness center. Upscale chains include
Courtyard and Hilton Garden Inn.
 Pictured: Holiday Inn Boston Bunker Hill Area

16. Upper Midscale: Ranging from traditional to modern, upper midscale hotels offer
comfortable accommodation and basic amenities, like free breakfast and fitness
centers. Upper midscale chains include Holiday Inn and Red Lion.
17. Midscale: This segment includes both modern and legacy brands with basic
design, sparse amenities, and, often, free breakfast. Midscale chains include La
Quinta and Ramada.
18. Economy: These hotels offer no-frills accommodation at a low price. Economy
hotels are often found in rural, suburban, or airport areas and include limited
amenities. Economy chains include America’s Best Value Inn and Motel 6.

Star Ratings
Star ratings give travelers information about the level of quality at a given hotel.
Generally speaking, hotels with higher star ratings can sell higher rates. Star ratings are
either assigned by a third-party rating entity, such as Forbes Travel Guide, or by a
governmental body in certain countries, like Australia and the United Kingdom.

19. 1-Star Hotel: A hotel with basic amenities, perhaps with shared bathrooms or no
dining options.
20. 2-Star Hotel: A hotel with basic amenities and slightly elevated decor, breakfast
service, and/or public areas like a lobby or gym.
21. 3-Star Hotel: A full-service hotel with a restaurant, front desk, intentional decor,
and housekeeping service.
22. 4-Star Hotel: An upscale hotel with on-site dining, premium amenities, and a
signature look and feel.
23. 5-Star Hotel: A luxurious hotel with personalized service, high-end dining venues,
wellness facilities, and elegant design.
 24. 7-Star Hotel: Though it’s not officially part of the star rating system, a few “7-star
hotels” in destinations like Dubai and Fiji have such over-the-top amenities that
the 5-star designation just doesn’t cover it. At Dubai’s Burj Al Arab, you can
expect Rolls-Royce car service, a suite with a private movie theater, and a private
beach.

Pictured: Burj Al Arab, Dubai

In many European countries, you can find the HOTREC Hotelstars Star Rating System.
This organization uses a rubric with almost 300 points of comparison to determine which
category a hotel falls into. In addition to these categories, a hotel can earn a “Superior”
designation if it falls between two categories.
25. Tourist Hotel (*): These hotels include guestrooms with private bathrooms, daily
housekeeping, and a front desk with limited hours.
26. Standard Hotel (**): These hotels include toiletries, towels, linens, and a breakfast
buffet.
27. Comfort Hotel (***): These hotels include bilingual staff, internet, hair dryers, and
laundry and ironing service.
28. First Class Hotel (****): These hotels include minibars, a restaurant, a lobby, and
an extensive selection of toiletries and personal items in the bathrooms.
29. Luxury Hotel (*****): These hotels include 24-hour reception, concierge service,
in-room safes, and nightly turndown service.
Did you know? AAA uses a “diamond” rating system to evaluate the quality of hotels and
restaurants. Check out our guide to hotel star ratings to learn more about these types of
hotels.

Niche Hotel Types

Looking for something specific? These niche hotels cater to a particular type of traveler
or embody a certain theme.
30. All-Inclusive Hotel or Resort: Don’t want to worry about dining out while you
travel? All-inclusive hotels or resorts provide all of your meals on-site. Most all-
 inclusives have several restaurants, cafes, and bars that are included in the room
rate.
31. Beach Resort: Set directly on the beach, beach resorts let you go from your room
to the sand in just a few footsteps. Beach resorts usually provide beach chairs,
towels, umbrellas, and watersports equipment.

Pictured: Union Street Inn, Nantucket

32. Bed and Breakfast: With an average of only six rooms, these charming properties
offer a homey atmosphere, daily breakfast, and social interaction with other
guests and the proprietor, who usually lives on-site. Many bed and breakfasts are
luxurious or historic.
33. Business Hotel: These properties cater to business travelers and are located near
business districts, airports, or convention centers. On-site amenities include
meeting rooms, business centers, and restaurants for breakfast on the go.
34. Casino Hotel: Feeling lucky? Casino hotels have on-site casinos, usually in
addition to restaurants, bars, spas, and shops. Las Vegas and Atlantic City have
high concentrations of casino hotels.
35. Eco Hotel: Staying in a hotel doesn’t need to hurt the environment. Eco hotels
range in size and style, but they all have a focus on environmental-friendliness.
Eco hotels might come with limited housekeeping service, organic restaurants,
LEED-certified architecture, and sustainable decor.
36. Family Hotel: Traveling with the kids is easier when you choose a family hotel,
which are found in popular vacation destinations like Orlando. These properties
offer family-friendly rooms with bunk beds or separate bedrooms, restaurants with
kid-approved menu choices, childcare or day camps, and activities for all ages.
37. Gastro Hotel: A hotel with a culinary focus, sometimes featuring a Michelin-
starred hotel or an on-site vegetable garden.
 Pictured: Boulders Resort & Spa, Scottsdale
38. Golf Resort: A resort with a golf course, perfect for golf getaways. Golf resorts are
usually found in vacation destinations like Hawaii or Scottsdale.
39. Heritage Hotel: Take a step back in time at a heritage hotel. These iconic
properties are known for their classic architecture and rich history. In some
countries, they may even receive an official “historic” designation from the
government.
40. Microstay Hotel: Need a place to rest your head for a few hours? Microstay hotels
can be booked by the hour, which is ideal for travelers with long layovers or quick
turnaround times that don’t align with the standard check-in and check-out
policies.
41. Patient Hotel: Patients traveling to out-of-town hospitals can benefit from a patient
hotel, which is usually located within or near a medical facility and offers services
and amenities for pre- and post-treatment stays.
42. Railway Hotel: Located next to railway stations, these hotels offer convenient
accommodation for train travelers. The first railway hotel, the Great Western Hotel
in England, opened in 1844.
43. Ski Resort: Set in ski destinations like Aspen and Park City, ski resorts are ideal
for a vacation on the slopes and offer the convenience of dining, wellness
facilities, equipment rental and storage, and lessons on-site.
 Pictured: Park Hyatt Tokyo

44. Skyscraper Hotel: Looking for a hotel with a view? You can find skyscraper hotels
in metropolitan areas around the world. The hotels usually occupy several floors
within the skyscraper; the other floors might contain offices, residences,
shopping, or dining.
45. Spa Hotel: If you’re in the mood for a relaxing getaway, then a spa hotel might fit
the bill. Spa hotels have world-class spa facilities and often incorporate wellness
into their restaurants, decor, and amenities.
46. Tennis Resort: Channel your inner Serena Williams and head to a tennis resort
for an active vacation. These properties offer not only tennis courts, but also
lessons run by on-site pros and restaurants where you can fuel up between
matches.
47. Wine Hotel: A trip to Napa or Bordeaux isn’t complete without a stay at a wine
hotel. Often set directly on vineyards, these hotels incorporate a wine theme in
their dining venues, decor, and even spa treatments.

Regional Accomodations
Some accommodation types are only found in certain parts of the world. Rather than
choosing a chain hotel when you travel, you can get a taste of local culture at a region-
specific accommodation.
48. Albergo Diffuso: In an effort to lure tourists to small towns in Italy, the albergo
diffuso concept offers accommodations in restored homes scattered throughout
the town, giving travelers a unique sense of community.
49. Bunkhouse: Similar to a hostel, a bunkhouse (also known as a camping barn)
offers shared dormitory accommodations, shared bathrooms, and either a simple
breakfast or a shared kitchen. Bunkhouses can be found in rural areas in the
United Kingdom.
50. Casa Particular: A staple of Cuban hospitality, the casa particular is similar to a
bed and breakfast in that it offers travelers a room in a home and breakfast
(additional meals too), plus basic decor and a low price.
 51. Country House Hotel: Popular in the English countryside, these tranquil hotels
provide the ideal setting for a weekend away from the hustle and bustle of the big
city. Country house hotels offer comfort food, afternoon tea, and activities like
hunting and horseback riding.
52. Gasthaus: This classic German accommodation offers guestrooms and a
restaurant or tavern. These properties feature traditional architecture and are
found in small towns throughout Germany.
53. Hostal: Not to be confused with a hostel, a hostal includes private guestrooms or
apartments plus a restaurant or cafe. Hostales are usually family-run and are
located in Spain and Central and South America.
54. Pension: Found worldwide, but mostly in Europe, pensions are modest
guesthouses which provide guestrooms and meals. When booking your room,
you can usually choose between full board (all meals included) or half board
(breakfast and dinner included).

Pictured: Riad de Tarabel

55. Riad: Surrounded by an exterior wall, a riad features a lush courtyard garden and
stunning Moroccan design and architecture. While a riad is simply a type of
luxurious Moroccan home, many have been converted into hotels in destinations
like Marrakech.
56. Ryokan: A traditional Japanese inn which offers minimalist rooms with tatami
mats instead of Western-style beds. Other ryokan amenities include communal
baths and restaurants, and guests are usually requested to remove their shoes
inside.
Unique Hotel Concepts
Why stay in a typical hotel when you can have a one-of-a-kind experience? These
innovative accommodations prove that there’s more to the hotel industry than the big-
box chain hotel.
57. Boatel: Even those prone to seasickness can enjoy a boatel, which is just a fancy
name for a boat that doubles as sleeping accommodations while it’s moored in a
harbor or marina. Boatels can be small boats perfect for a family or out-of-service
cruise ships that offer hundreds of cabins.
 Pictured: Capsule Hotel Hakodat
58. Capsule Hotel: Also known as a pod hotel, a capsule hotel offers micro-rooms
with single beds and shared bathrooms. These efficient hotels give budget
travelers an affordable place to sleep with more privacy than a hostel, and they’re
popular throughout Asia.
59. Castle Hotel: Want to sleep like royalty? A castle hotel is housed in a real castle,
often found in rural parts of Europe, that has been converted into a fully
functioning hotel complete with running water, electricity, and WiFi (usually!).
60. Hotelship: During high-demand periods when a city doesn’t have enough hotel
rooms, hotelships come to the rescue. Passenger vessels like river cruise boats
or ocean liners temporarily dock in a city to provide additional sleeping capacity.
61. Hotel Barge: Set on canals in France, the Netherlands, Germany, and other
European countries, hotel barges provide a few luxurious rooms and day
excursions to wineries, markets, or castles.
62. Pop-Up Hotel: A temporary hotel which is only open during limited dates or a
holiday period. Some pop-up hotels are constructed for festivals or sporting
events, while others can be part of elaborate marketing strategies for brands
like Jack Daniels.
 Pictured: A Rotel in Germany
63. Rotel: Short for “rolling hotel,” a rotel is what you get when you merge a tour bus
and a hotel: bus in the front, hotel in the back. Rotels are popular in tourist
destinations in Europe, Asia, and Africa.
64. Underwater Hotel: Forget counting sheep; at an underwater hotel, you can count
fish as you fall asleep. Set in resort destinations like the Maldives and
Singapore’s Sentosa Island, these luxurious hotels offer underwater rooms with
sea views - literally.
Hotel Alternatives
Hotels aren’t your only choices when it comes to places to sleep during your travels. A
growing segment of “alternative accommodations” puts a twist on the vacation
experience with options available for every budget and style.
65. Cabin: A home located in the forest or mountains, usually made from natural
materials like wood. Cabins can range from simple accommodations to luxurious
retreats in rural destinations.
66. Campsite: Want to get back to nature? A campsite is as close to nature as you
can get. Book your campsite, bring your tent, and enjoy a night (or a few) under
the stars. Campsites have access to shared bathroom facilities.
67. Farm Stay: For city dwellers, a farm stay can be quite an adventurous vacation.
On a farm stay, you might wake up to the sound of roosters crowing and help
your hosts harvest vegetables for your dinner, since guestrooms are either
attached or adjacent to the host’s home.
 Pictured: Istra Premium Camping Resort
68. Glampsite: If campsites had star ratings, then glampsites would surely earn five!
Glamping puts a luxurious spin on camping with posh tents that incorporate high-
quality materials, chic decor, modern bathrooms,
69. Guesthouse: A simple accommodation which offers guestrooms within the host’s
own home. Guesthouses can have up to a dozen or more rooms, and most
provide free breakfast.
70. Holiday Park: A group of mobile homes or cottages with community amenities like
swimming pools and tennis courts.
71. Homestay: A room for transient guests within the host’s home, which is a popular
accomodation type in rural areas. Homestays usually include breakfast, and
some invite you to dinner with the host family.
72. Ranch: Ever wanted to be a cowboy or cowgirl? Ranches offer the quintessential
Wild West experience, complete with horseback riding and plenty of nature. They
vary in quality from luxurious resort ranches to working ranches where guests
help with daily operations.
73. Recreational Vehicle: The perfect road trip solution is a recreational vehicle (RV),
which looks like a bus or large van on the outside, but features all the comforts of
home on the inside, including at least one bed, a kitchen, a bathroom, and living
space.
74. Short-Term Rental: This new term refers to vacation homes or apartment rentals
that travelers book for a short period of time, from one night to a few weeks.
Short-term rentals can be managed by individual hosts or brands like Sonder.
75. Studio: A single-room accommodation that includes a kitchen or kitchenette, a
bed, and a bathroom. Studios can be found in guesthouses, apart-hotels, or as
short-term rentals.
76. Timeshare: This innovative solution to vacation home ownership lets you
purchase a condo or villa for a certain time period (usually one week) each year.
Some timeshares include use of just one property, while other timeshare
 membership programs allow you to redeem your week at your choice of several
properties.

77. Tiny House: A trendy, Instagram-ready, and efficient accommodation that offers a
bed, a bathroom, and a kitchen in just a few hundred square feet of space.
78. Treehouse: Ideal for the young at heart or anyone searching for a truly unique
accommodation, treehouses offer a bed in the trees. These eclectic properties
can be basic, open-air platforms or magical, luxurious palaces in the sky.
79. Vacation Home: Simply put, a vacation home is a house rented for short-term
use. A vacation home is a great solution for families or groups who want their own
kitchen and living spaces and prefer not to book multiple guestrooms.
80. Vacation Rental: The broader term for vacation homes, apartments, condos,
villas, timeshares, treehouses and more that are booked for the purpose of a
short leisure stay.
81. Villa: Usually found in tropical vacation destinations, villas are like small, private
resorts with multiple structures (standalone bedrooms, living areas, gazebos) and
outdoor pools.
82. Yurt: A halfway point between a hotel room and a tent. Yurts are permanent
structures with walls and roofs, unlike tents, but they often lack electricity and
climate control and use shared bathroom facilities.
 UNIT 1

TEST I. MULTIPLE CHOICE: Read each question and answer CHOICE carefully and choose the
ONE best answer. Write the letter of your choice on the answer sheet provided for
your assessment.

1. Which of the following is a place that provides accommodations and sold intoxicating liquors
during 2000 years before the birth of Christ.
a. Khans b. Yams c. Xenodocheions d. alehouses
2. An accommodation with a four walls structures that provides protection against natural enemies.
a. Stagecoach b. khans c. caravan d. tabernae
3. The Greek word for a resting place.
a. Alehouses b. Athens c. Xenodocheions d. Khans
4. It is a place that provides accommodations and sold intoxicating liquors.
a. Romans b. Alehouses c. Yams d. Caravan
5. A business operated to provide accommodations for visiting sailors in 400 BC.
a. Hotels b. Motels c. Inns d. Airport hotels
6. The Philosophy which states that if you give a food to strangers and lodging today, perhaps they
will do the same for you in the future.
a. It is better to receive than to give b. Give and take c. Get now pay later
d. None of the above
7. Which of the accommodation during the middle ages were of bad reputation outside the cities.
a. Inns b. Hotels c. Motels d. None of the above
8. In what century when the construction of inns and taverns along the stagecoach routes?
a. Early Ages b. Middle Ages c. 16th -18th Century d. None of the above
9. What played a major role in the American revolution.
a. Inns b. Stagecoach c. Motel d. None of the above
10. In what year the bombing incident happened which several people were killed?
a. 1945 b. 1975 c. 2000 d. None of the above
11. Who was one of the builder of hotel during the 19th century?
a. Marriot Hotel b. Harvey Hotel c. Ohio Hotel d. None of the above
12. A father of the modern commercial hotel industry.
a. Elsworth M. Statler b. Greenbrier c. Waldorf d. None of the above
13. A hotel which was considered as a fine example of a successful convention hotel.
a. Century Plaza Hotel b. New York Hilton Hotel c. Ohio hotel d. None of the above
14. It was originated as an outgrowth of increased demand by the automobile business travelers.
a. Hotels b. Inns c. Motels d. None of the above
15. The prime beneficiaries of increased leisure time.
a. Restaurant b. Hotels c. Resorts d. None of the above

Test II - Enumeration: On your answer sheet, enumerate the following:

16- 20 Who are the major beneficiaries of the leisure industry?

21-24 Give four (4) the category of a hotel that have been replaced by a new and innovative
architecture.
25-30 Give at least six (6) popular hotels that can be found all over the word.

Test III. ESSAY. This is a test of your writing ability. Read and analyze the selection carefully and
give your own opinion. Cite an example and justify your answer. (10 points each)

31-40. How has the hospitality industry evolved since its origins?
41-50 How fast is the Hospitality Industry Growing?

- GOOD LUCK –

Deadline for the submission of your output will be on February 28, 2022. Strictly follow the format for
your answer sheet.
 West Visayas State University
POTOTAN CAMPUS
School of Business and Management
Brgy. Cau-ayan, Pototan, Iloilo, Philippines 5008
* Trunkline: (063) (033) 529-8716 * Telefax No.: (033) 529-8716
* Website: www.wvsu.edu.ph *Email Address: [email protected]

Name: ______________________________________ Year & Section _____________

Subject: _____________________________________ Professor:
________________

ANSWER SHEET

BA 217 – OPERATION MANAGEMENT (TQM)

UNIT NO. ______________
 Visayas State University
POTOTAN CAMPUS
School of Business and Management
Brgy. Cau-ayan, Pototan, Iloilo, Philippines 5008
* Trunkline: (063) (033) 529-8716 * Telefax No.: (033) 529-8716
* Website: www.wvsu.edu.ph *Email Address: [email protected]

Name: ______________________________________ Year & Section _____________

Subject: _____________________________________ Professor:
________________

ANSWER SHEET

THM 203 – QUALITY SERVICE MANAGEMENT IN HOSPITALITY & TOURISM INDUSTRY

UNIT NO. ______________