BRIEF HISTORY OF HOSPITALITY INDUSTRY - The history of the Hospitality Industry dated all the way back to the Colonial Period in the late 1700s.
● hospitare - Latin word which means to receive as guest
● hospes - Latin word meaning both visitor and stranger, ● hospice - French word meaning to provide for the weary and to take care of those travelling
Early Hospitality • Greek and Romans Culture - noted as early as 40 BC ● Romans were the first pleasure travelers ● traveled for social and religious purposes (after that of the Roman Empire public hospitality fell into religious orders).
• Medieval Period – also known as Middle Ages lasted from 5th-15th century. It began with the fall of the Roman Empire and merged into the Renaissance and the Age of Discovery. - Nobility stayed in monasteries - Stagecoach became favored transportation.
Renaissance Period (16th century)
- high demand for inns and taverns. - Hotel de Henry IV was the first hotel built in 1788 with the maximum 60 beds.
The New World (18th century)
- in the early 1800s “inns” were the only lodging facility available. ● Inns - This are actually private homes offering a lodging facility. – Tremont Hotel first luxury hotel designed by an American architect named Isaiah Rogers in 1829. It had set a benchmark for luxurious hotels in those days having a private attached bathroom and lock on doors. - started giving importance to service to stand out than the other competitors. ● Brigade de Cuisine is a system of hierarchy found in restaurants and hotels employing extensive staff, which is commonly referred to as kitchen staff. This concept was developed by Escoffier. ● M. Boulanger is a Parisian soup maker also known as “father of modern restaurant” and called the soup he sold “restorantes”.
19th Century (Indulgence of Luxury in
the Evolution of Hospitality) ● Tremont Hotel in Boston is the first luxury hotel that boasted the first indoor toilets and the first private bedrooms with locks on the doors. ● Savoy Hotel - first purpose-built deluxe hotel in London, ● Cesar Ritz - famous Swiss hotelier who became a manager at the Savoy Hotel in London. ● Delmonico’s - in New York its reputation as one of the nation’s top fine dining establishment. “a la carte” “wine list”. ● Thomas Cook, - Englishman who is considered as the First travel agent, by 1856 he was taking groups of North Americans to hotels on his “Cook’s Tour of Europe”.
“A bed and a bath for a dollar and a half.”
- This was the motto that led the hostel industry in the twentieth century.
● Ellsworth Milton Statler opened his first hotel in Buffalo, New York, in 1907. Individual rooms with private baths and his ability to cater to business travelers set this hotel apart. Statler’s name is legendary in the industry today.
● Conrad Hilton - King of the Innkeepers
● John Williard Marriott Sr. – founder of the Marriott hotel chain. ● Kemmon Wilson - started Holiday Inn ● Motels - Motor and Hotel
● Hospitality – it refers to the act of providing food, beverages, or lodging to travelers.
● Hospitality Management – involves planning, organizing, directing and controlling of human and material resources within lodging, restaurant, travel and tourism, institutional management, recreational management and meeting and convention planning industries. ● Hospitality Industry – one of the fastest growing sectors of the economy of our time. - a multi-billion-dollar enterprise. - diverse enough to work in different areas of interests and still be employed within the industry. ● Hotel Industry – refers to businesses that offer lodging or accommodation in conjunction with food and entertainment, usually distinguish by a front desk, dining and other common facilities. ● Deluxe Hotel – is a hotel that upscale and typically cost more than the average accommodation. Standard – usually means the most basic room, standard amenities and furnishings. Economy – hotels with affordable and only provides the basic needs of the staying guests. Front of the House – refers to the department or personnel with direct contact with guests. Back of the House - refers to the department or personnel that performs behind the scene.
CHARACTERISTICS OF THE HOSPITALITY INDUSTRY
1. Hospitality businesses are open 365 days a year and twenty-four hours a day. 2. The hospitality industry depends heavily on shift work 3. The hospitality business produce guest satisfaction 4. Products of the hospitality are intangible and perishable.
LO2
Lodging Property – may be defined as
an establishment that charges fees for providing furnished sleeping accommodations to persons who are temporarily away from home or who consider these accommodations their temporary or permanent homes.
BASIC TERMINOLOGIES: ● Hospitality Management – involves the planning, organizing, directing and controlling of ● human and material resources within the lodging, restaurant, travel and tourism, institutional management, recreational management and meeting and convention planning industries. ● Hotel Industry – refers to businesses that offer lodging or accommodation in conjunction with food and entertainment, usually distinguished by a front desk, dining and other common facilities. ● Deluxe Hotel – is a hotel that is upscale and typically costs more ● Standard – most basic room ● Economy – affordable and offers the basic needs of staying in hotels. ● Front of the House – personnel that works with direct contact with guest. ● Back of the House – personnel that performs behind the scene. ● Bed and Breakfast or B&Bs – refers to guest houses in United Kingdom and North America; they are smaller, more intimate, and less expensive than hotels and motels. ● Boarding House – is a residential facility that provides lodging and meals for guests who normally consider the facility their home, whether temporarily or permanently. ● Budget Hotel – is relatively low in price or charging low prices. ● Condominium (Condo) – refers to apartments in high-rise buildings located mostly on recreational areas. ● Dormitory – affiliated with some educational or other institution that ● Eco Hotel – environmental improvements to its impact on the environment. ● Guest Houses/Tourist Homes – are privately owned homes where the owners rent individual bedrooms to visitors. ● Hotels – are multistoried lodging facilities which range in size from 20 rooms to hundreds of rooms. ● Inn – a small, typically rural, lodging establishment that may or may not serve food. ● Lodge – a lodging, establishment associated with a particular type of outdoor activity, such as ski lodge or hunting on premises. ● Resorts – usually located at popular vacation locations which offer recreational activities such as golf, tennis, or casino gambling. ● Nursing Home – is a residential facility that provides lodging and foodservice for people requiring nursing or related care. Those residing in nursing homes tend to be temporarily or permanently infirm, physically or mentally.
CLASSIFICATION of LODGING ESTABLISHMENT Classifying Lodging Establishments by
LOCATION:
1. Convention Hotel – properties that have the capability of hosting conferences and meetings. 2. Commercial Hotel – have business centers, featuring office equipment for guests use, and full in- room modem connections 3. Resort Hotel – seen in areas of great scenic beauty or with outstanding recreational facilities. 4. Casino hotel – casino properties offer patrons opportunities to sleep cheap, yet spend big. 5. Extended stay – denotes lodging facilities designed for guests who need long-term accommodations.
Functions and Primary Market
a. Center-city – located in large cities usually along the business districts. They usually cater to business travelers and are capable of hosting large conferences. b. Suburban – lodging located in the suburbs often near shopping centers or recreational facilities, such as golf courses. c. Resorts – seen in areas of great scenic beauty or with outstanding recreational facilities. d. Highway – this are properties that are located in isolated areas, where there is no competition wherein they can charge higher rates. e. Airports – this lodging facility located near the airport to cater the flying public. These are designed to accommodate business travelers making connections during week-long trips.
SIZE: 1. Small Hotels – up to 100 rooms. 2. Medium Hotels – 101-200 rooms 3. Medium to Large Hotels – 201-500 rooms 4. Large Hotels – over 501 rooms
Star Quality Rating:
Stars are often used symbols for ratings. They are used by reviewers for ranking things such as films, TV shows, restaurants, and hotels. • One star: only offers basic accommodations. • Two-Star: typically more affordable than hotels that have a higher rating — they are also usually quite comfortable. • Three-Star: Three-star hotels ordinarily have some unique amenities and provide quality service. • Four-Star: Four-star hotels are often noted for their upscale quality and extraordinary comfort. • Five-Star: A five-star property provides flawless guest services in a state-of-the-art facility. As a five- star property, such as premium dining options and personalized services to its guests. With no detail being overlooked, these hotels commonly even provide high-end, luxury toiletries for guests.
Green Globe is the global certification for sustainable tourism.
Salam Standard is a classification system for Muslim-friendly hotels.
Green Key International is a voluntary eco-classification awarded to around 2,900 hotels and other establishments in 57 countries by the Foundation for Environmental Education. • Green Key Global is a voluntary eco-classification awarded to around 1,850 hotels and venues in 15 countries.[19] In 2009, Fairmont Hotels & Resorts joined the Green Key Global program.
Amenities and Facilities - This refers to the amenities and facilities offered in the hotel.
The General Manager – is in-charge of the operation and thus responsible for the overall performance of the hotel and its employees.
EXECUTIVE ASSISTANT MANAGER – this person is highly visible to staff and guests and takes an active role in the supervision of other managers and the functioning of all departments. ASSISTANT DEPUTY MANAGER – usually works for or assist the General Manager. F&B DIRECTOR – overseas the most labor-intensive part of the operation which handles everything from purchasing, receiving, and storing to preparing and serving food and beverages. ROOMS DIVISION DIRECTOR – is the senior supervisor for that part of the hotel which handles the daily sales and service of guest room business. HUMAN RESOURCES DIRECTOR - also called personnel director. Is responsible for the staffing element of the hotel; interviewing, selecting, recruiting, training, record-keeping and performance reviews. SALES & MARKETING DIRECTOR – is in charge with generating new business for the hotel, representing the property through public relations & publicity activities, and handling advertising, promotion, and organization of special events. CHIEF ENGINEER – looks after the maintenance and repair of the physical plant, which may include air conditioning, heating, elevator devices, refrigeration, lights, fire-fighting equipment, and anything mechanical. FINANCIAL CONTROLLER – looks after all accounting functions, including payroll, banking, internal auditing, and various control functions.
LO3
BASIC COMPETENCIES OF GLOBAL HOTELIERS:
1. Self-management Competency - Managing your responses to emotions by understanding them and using that to direct and control your behavior.
2. Communication Competency – 3 Dimensions of Communication Competency 1. Adaptability - Competent communicators assess situations and when necessary adapt the expectations and behaviors accordingly. 2. Appropriateness - Competence means employing communication behaviors that both you and others judge to be appropriate to the situation. 3. Effectiveness - Competent communication behaviors, as evaluated by oneself and others, is effective in achieving one's communication goals.
Collaborative Communication Skills
Communication competence in conflict situations is necessary to promote collaborative interaction. The "communication competence" skills of collaboration include:
. Listening skills. Active, open-minded listening is essential.
. Questioning skills. Questioning is both a way to learn and to empower others. Questions should be thoughtful and constructive. . Feedback skills. Parties need to provide regular, constructive feedback to one another. . Modeling skills. We serve as models for others; spouses and partners, children, friends, co-workers community members, clients, etc. . Self-monitoring skills. Communicating well includes a heightened awareness of our own behavior. . Dialogue skills. . Collaborative argument.
3. Multicultural Competency – is defined as the knowledge, skills and personal attributes
needed to live and work in a diverse world. - is the ability to understand another culture well enough to be able to communicate and work with people from that culture. The goals of multicultural competency are increased understanding, respectful communication, and full inclusion of all people, not cultural competence by itself. 4. Teamwork Competency - Readily sharing information, knowledge and personal strengths. Seeking to understand and building on differing perspectives of others to enhance team efficiency and quality outcomes.
HOTEL DEPARTMENT: REVENUE AND COST CENTERS
• Revenue Centers - are the income-generating departments of the hotel. -they usually have direct hotel guest contact and are called “Front of the House” and also called “the nerve of the hotel”. REVENUE CENTERS/ FRONT OF THE HOUSE: 1. Rooms Department/ Division- comprises the Front Office, Concierge, Porter and Housekeeping team. 2. Food and Beverage Department- comprises the outlets, room service, and banquet teams. 3. Other Departments- includes fitness and recreation facilities and other income-generating units not associated with rooms, sales and food &beverage.
• Cost Centers - provide technical support to the income-generating departments.
-most of these departments have little exposure in terms of guest contacts and are usually located at the “Back of the House” or “Heart of the Hotel”
COST CENTERS/ “BACK OF THE HOUSE” DEPARTMENTS:
1. Marketing Dept.- in charge of creating promotional activities for the hotel 2. Engineering Dept.- in charge of preventive maintenance management of the rooms and facilities of the hotel. 3. Accounting Dept.- in charge of the billings of the guests and revenue and cost monitoring. 4. Human Resources- recruits, selects, orients, trains, and discipline all hotel employees. 5. Security- takes care of the safety of all the people in the hotel and responds to all cases of threats and emergencies. 6. Sales Department- room and F&B sales teams, responsible for saturating markets for clients for room occupancy, and for functions and events to be held in the hotel. 7. Administration or Executive Office- the office of the hotel’s general manager.
THE HOTEL OPERATIONAL CYCLE
. PRE-ARRIVAL PHASE- guest contact occurs prior to the guest’s arrival in the hotel. . ARRIVAL PHASE- the first guest contacts occurs in this phase. . IN-STAY (DURATION) PHASE- this phase focuses on tasks performed in the entire duration of the guest’s stay. . DEPARTURE PHASE- the hotel prepares all necessary requirements to a guest’s check- out from the property. . POST DEPARTURE PHASE- upon guest departure, the hotel’s check any lost items by the guest.
GUEST ROOM TYPES
1. Single Room – a room designed for a single traveler. 2. Double Room- a room with two double beds with each bed usually measuring 54x75inches or 137x191cm 3. Twin Room- a room with 2 single beds with each bed usually measuring 39x75in or 97x191cm 4. Suite Room – a complete room, usually with a foyer that connects to one or more bedrooms. Usually, these are the most expensive rooms in a hotel.
10 Departments
. Front Office Departmet
. Housekeeping Department . Food and beverage Department . Human Resources Department . IT Department . Marketing and sales Department . Engineering Department . Security Department . Accounting and finance Department . Recreation Department
