ÔN TẬP

SLIDE 1:
-Lodging industry – all the businesses that provide overnight accommodations for guests.

• Throughout History

• Religious pilgrimages and business travel – roadside inns.

2. US Hotel Industry 1900-1949

• 1908 Hotel Statler chain begins.

• 1925 First roadside “Motel” opened.

• 1929 Oaklad Airport Hotel becomes the first of its kind.

• 1945 Sheraton is first hotel corp. listed on NYSE

*1950- 1959
1952 first Holiday Inns opened.

• 1954 Johnson initiates the first lodging franchise.

• 1957 First J.W. Marriott hotel: Twin Bridge Marriott Motel.

• 1957 Jay Pritzker buys his first hotel, the Hyatt House.

• 1957 Sheraton introduces Reservation.

*1960-1969
Early 60s First minibar.

• 1961 Four Seasons Motor Hotel opened.

• 1966 Ice and vending machines by Intercontinental.

• 1967 Atlanta Hyatt Regency changes upscale hotel design.

• 1969 Westin is 1st chain to offer Room Service.

*1970-1979
 1970 Hilton becomes first billion dollar lodging and foodservice company.

• 1974 Energy Crisis.

• 1975 Four Seasons begins in-room amenities.

• 1975 Hyatt offers Concierge level with VIP service.

*1980-1989
 1983 Westin is first chain to offer CC use on reservations and checkout.

• 1983 Vingcard invents key card & Marriott Hotels introduces the first frequent traveler loyalty
program.

• 1984 Choice Hotels offers non-smoking rooms and segments markets.

• 1988 Extended stay introduced.

Q: When did the “first Motel” appear?

A: In 1925.
Q: What is the first hotel offer “Room Service”?
A: Westin hotel.
Q: What is “minibar”?
A: a small refrigerator, typically an absorption refrigerator, in a hotel room.

*1990-1999
 1991 Westin offer in room voice mail & Industry has record losses.
• 1992 Ritz-Carlton wins Malcolm Baldrige National Quality Award.
• 1993 Marriott Corporation splits into 2 companies.
• 1994 Internet sites started by Promus and Hyatt.
• 1996 Marriott buys 49% stake in Ritz-Carlton.

*2000-PRESENT
 2001 Occupancy rates drop after 9/11.
• 2004 high speed Internet access becomes a required amenity in guest rooms.
• 2009 Recession.
• 2011 Flat screen TVs become required amenity in hotels.

• Hotel Size
• Small under 75 rooms 52% of all hotels.
• Medium 76-150 rooms 33% of all hotels.
• Large 150-300 rooms 10% of all hotels.
• Larger than 300 rooms 5% of all hotels.
• Value (Lodging Accommodations): The price paid to rent a room relative to the quality of the
room and services that are received.
• Full-service Hotel: A lodging facility that offers complete food and beverage services.
• Limited-service hotel: A lodging facility that offers no, or very restricted, food and beverage
services.
• Also known as a “select service hotel”
• Bed and breakfast Inns: very small properties (one to several guest rooms) owned or
managed by persons living on-site, these businesses typically offer one meal a day, also called
B&B.
• Camps/Park Lodges: Sleeping facilities in national, state, or other parks and recreational areas
that accommodate visitors to these areas.
• Extended-stay hotels: A moderately priced,limited-service hotel marketing to guests desiring
accommodation for extended time periods (generally one week or longer)
• Convention hotel: A lodging property with extensive and flexible meeting and exhibition
spaces.
• Conference center: A specialized hospitality operation specifically designed for and dedicated
to the needs of small- and mediumsized meetings of 20 to 100 people.

 Resort: A full-service hotel with additional attractions that make it a primary destination
for travelers.
• Timeshare: A lodging property that sells its rooms to guests for use during a specific time
period each year; also called vacation ownership property.

 Private clubs: Membership organizations not open to the public that exist for people
enjoying common interests.
• Cruise lines: Passenger vessels designed to provide leisure experiences for people on
vacation.
• Casino: A business operation that offers table and card games. Many casinos offer lodging
accommodations for their visitors.

FIRST MINIBAR INTRODUCE : EARLY 60S

CC USE ON RESERVATIONS AND CHECKOUT : WESTIN HOTEL
SLIDE 2
1. Measuring Hotel Performance
• ADR – Average Daily Rate
• Occupancy rate (%)
• RevPAR – Revenue Per Available Rate
𝑇𝑜𝑡𝑎𝑙 𝑟𝑒𝑣𝑒𝑛𝑢𝑒 𝑓𝑟𝑜𝑚 𝑅𝑜𝑜𝑚 𝑆𝑎𝑙𝑒𝑠/ 𝑇𝑜𝑡𝑎𝑙 𝑛𝑢𝑚𝑏𝑒𝑟 𝑜𝑓 𝑅𝑜𝑜𝑚𝑠 𝑆𝑜𝑙𝑑 = 𝐴𝐷R

𝑇𝑜𝑡𝑎𝑙 𝑅𝑜𝑜𝑚𝑠 𝑆𝑜𝑙𝑑/ 𝑇𝑜𝑡𝑎𝑙 𝑅𝑜𝑜𝑚𝑠 𝐴𝑣𝑎𝑖𝑙𝑎𝑏𝑙𝑒 = 𝑂𝑐𝑐𝑢𝑝𝑎𝑛𝑐𝑦 𝑅𝑎𝑡𝑒 (%)

𝐴𝐷𝑅 𝑋 𝑂𝑐𝑐𝑢𝑝𝑎𝑛𝑐𝑦 𝑅𝑎𝑡𝑒 = 𝑅𝑒𝑣𝑃𝐴R

2. Lodging and the Travel and Tourism Industry

• Leisure vs. Business
• Busniess – travel as a result of their job whether to a convention, training, visit
customer, etc.
• Leisure is travelling for pleasure and not related to a job.
• Group vs. Transient
• Group is 10 or more rooms that receive a discounted rate because of volume.
• Transient is non group and can be vacationers for business travelers.

3. Partners in the Lodging Industry

Transportation Services:
• Airlines
• Bus Lines
• Trains
• Rental cars
• Travel agents
• Online Travel Agents (OTAs)
• Tour Operators
SLIDE 3
1. Hotel Owners
• ROI - Return on Investment:
ROI =After tax profits/Total Hotel Investment
• Owners of a hotel have two assets:
1. Real Estate.
2. The Operating Business.
• Two types of Hotel Owners:
1. Investors.
2. Owner/operator.

2. Management Companies
Role:
• Managing/directing a renovation of a hotel.
• Operating in a severely depressed market.
• Bankruptcy/repossession of the hotel.
• Managing a hotel slated for permanent closing.
• Unexpected GM resignation.
Structure:
• 1st tier-Management Companies that operate hotels for owners using the management
company’s trade name as the hotel brand.
• 2nd tier-Management Companies that operate hotels for owners and do not use the
management company’s trade name as part of the hotel name.
Management Contracts:
• Length of time
• 1st tier (10-30yrs) 2nd tier (1-10yrs)
• Basic management fees
• Establish reporting responsibilities
• Management Company Investment
• Operating responsibilities

SLIDE 4
SLIDE 5
1. The Importance ofQuality Service in Lodging
• Quality: The consistent delivery of products and services according to expected
standards.
• Service: The process of helping guests by addressing their wants and needs with
respect and dignity and in a timely manner.
Service Concerns
• Points of service:
• Service is not the same as servility (to assist someone who is of a better social
class).
• Properly addressing a guest's "wants" first requires defining what they value.
Service Concerns
• Value: The relationship between price paid and the quality of the products and
services received.
• Employee-to-guest ratio: The number of employees relative to the number of
guests.
Service Expectations Important parts of a first impression include:
• Minimal waiting time to check-in.
• Friendly welcome
• Accurate reservation information.
• The proper type of room immediately.
• Answers about the hotel and its services.
• Directions to the room.
• Commodity: A commonly available and most often unspecialized product.

3. Ingredients in aQuality Service System

Recipe ingredients for developing and implementing a quality service team:
1. Consider the guests being served.
2. Determine what the guests desire.
3. Develop procedures to deliver what guests want
4. Train and empower staff.
5. Implement revised systems.
6. Evaluate and modify service delivery systems.
The number of employees relative to the number of guests. In the lodging
industry,this is typically expressed in terms of employees per room? A. Employee-
to-guest ratio
SLIDE 6
1. Service and "Moments of Truth’’
• Moments of Truth: Any (and every) time that a guest has an opportunity to
form an impression about the hospitality organization. Moments of truth can be
positive or negative.
• Wow factor: The feeling guests have whenthey receive or experience an
unanticipated extra.
The Evolution of Service
• Moments of Truth can occur either:
• Through planning
• Or are spontaneous
Managing Moments of Truth
• Zero Defects: A goal of no guest-related complaints.
• Accountability: An obligation created when a person is delegated
duties/responsibilities by higher levels of management.
• Continuous Quality Improvement (CQI): to meet (or exceed) guest
expectations.
2. Management Tactics for Superior Guest Service
Checklist to Maintain a Service Priority:
• Recruit and select service-minded staff.
• Provide effective orientation and training.
• Supervise with a service emphasis.
• Empower staff with service authority.
• Emphasize continuous quality improvement.
*A goal of no guest-related complaints is? Zero defect
*An obligation created when a person is delegated duties/responsibilities by
higher levels of management is? Accountability
*Ongoing efforts within a hospitality operation to better meet (or exceed)
guest expectations and to define ways to perform work with better, less costly,
and faster methods is? CQI
*“We are Ladies and Gentlemen serving Ladies and Gentlemen” is the
corporate mottel of? Ritz-Carton

SLIDE 7
3. Determine What the Guests Desire
• Supervisor: A staff member who directs the work of line-level (non-
supervisory) employees.
• Manager: A staff member who directs the work of supervisors.
SLIDE 11
• Front Office: The department within the hotel responsible for guest
reservations, registration, service, and payment.
• Front Desk: The area within the hotel used for guest registration and payment.
• FOM: The hotel industry term for a front office manager.
Q: What is the difference between FO andFD?
A: the difference is
FO is the “department” within the hotel.
FD is the “area” within the hotel.
“BEO” is short for: Banquet event order

SLIDE 12
Guest Services
 Front office should be ready to assist in a variety of guest-related requested,
such as:
• Transportation to and from an airport or other transportation terminal.
• Handling luggage.
• Providing directions to attractions within the local area.
• Conveying information about available hotel services.
• Taking messages for guests.
• Routing mail.
• Newspaper delivery.
• Management of safety deposit boxes.
• Arranging for wake-up calls.
• Providing for guest security by the careful dissemination of guest-related
infor.
• Handling guests’ concerns and payment disputes
Guest Accounting and Data Management
• Night audit: The process of reviewing for accuracy and completeness the
accounting transactions from one day to conclude.
• Night auditor: The individual who performs the daily review of all the financial
transactions with hotel guests recorded by the front office.
PMS would keep a record of:
• The name of the guest staying at the hotel
• The date of the guest’s last stay
• The guest’s address, telephone number.
• The room rate paid and room type occupied by the guest.
• A history of the guest’s prior folio charges.
• The form of payment used by the guest.
• The guest’s membership in groups receiving a discount from the hotel.
• The guest’s company affiliation.
• The guest’s room-type preferences.
• Room type: Specific configurations of guest rooms.

SELL-OUT
• A situation in which all available rooms are sold. A hotel, area, or entire city
may, if demand is strong enough, sell out.
• A period of time in which management must
attempt to optimize ADR.
• Rack rate: the price at which a hotel sells its rooms when no discounts of any
kind are offered to the guest. Often shortened to “rack.”
• Walk: A situation in which a guest with a reservation is relocated from the
reserved hotel to another hotel because no room was available at the reserved
hotel.
Q: What are differences between “Walk” and
“Walk-in” guest?
A: the difference:
- Walk-in is guest without reservation in hotel.
- Walk guest who have an advance reservation in
hotel but moved to alternate accommodations
because no rooms are available.

• Corporate rate: The special rate a hotel charges to its typical business traveler.
• Negotiated Rate: An agreed upon rate that is offered by a hotel but is subject
to room availability.
Transient Rates
• Transient: Individual guests who are not part of
a group or tour booking.

• Group rate: Special discounted room rates given to customers who agree to
buy a large number of room nights for their group.
• Contract rate: A fixed term room rate that is agreed to in advance and for the
length of the contract agreement.

SLIDE 13
Hotel Direct Inquiries
• Walk-in: A guest seeking a room who arrives at the hotel without an advance
reservation.
• Curb appeal: The initial visual impression the hotel’s parking areas, grounds,
and external buildings create for an arriving guest.
• Room night: The number of rooms used times the number of nights they are
sold.
• Black-out dates: Specific day(s) when the hotel is sold out and/or
is not accepting normal reservations.
QUY TRÌNH NIGHT AUDIT
Process incoming, internal, and outgoing telephone calls is? . PBX

SLIDE 14: SALE MARKETING

The 3-part sales cycle:
 Pre-sales phase
 Sales Phase
 Post Sales Phase
SLIDE 15: SECURITY