Hospitality Operations Objective – 3.01 The World Of Lodging

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

You Do #1 (Define the following) Bed-and-Breakfast (B&B) Hostel Institutional Housing Dormitory Senior housing Hotel management Referral System Affiliation Group Consortium Rack Rate Guest Mix Meal Plan Lodging concept Full-Service hotel Concierge Convention Hotel Trade Show Exhibit Hall Convention Center Luxury Hotel Resort Suite Limited-service property Budget hotels Specialty Accommodations Conference Center

You Do #2 (answering the following questions) 1. Describe the characteristics of full-service hotels, limited-service properties 2. List the three types of hotel ownership. 3. Explain what a hotel management company does 4. Explain what an affiliation group is and what is does. 5. Describe the three size categories of lodging properties 6. Describe the relationship between level of service and price of a hotel room. 7. Identify the six major market segments in the lodging industry 8. Describe the role of foodservice in many lodging properties

Types of Full Service Hotels Full Service Hotels – Pride themselves on a high level of service and usually charge the highest prices.- Features of a Full Service Hotel Large and provide many Large architecture. Two or more stories high. Level of Service – parking attendant, luggage assistance, concierge services, fitness centers, meeting rooms, restaurants, bars, cocktail lounges, room service, spa’s, banquet facilities. Most likely located in a downtown area of a city Has a telephone operator EXAMPLE - http://www.youtube.com/watch?v=K72FlLXoHHc

Types of Full Service Hotels (continued) Convention Hotels – Designed to provide for the special needs of conventions and trade shows. Example – Sheraton in Greensboro http://www.youtube.com/watch?v=PzLuo6KwH-c a. Convention – Large Meeting b. Trade Show – An exhibit during which people who have goods and services to sell. Trade show attendees would normally stay in a convention hotel. Example – Metrolina in Charlotte http://www.metrolinatradeshowexpo.com/ c. Convention Center – Designed to specifically hold large meetings, conventions, and trade shows. Example – Charlotte Convention Center http://www.youtube.com/watch?v=OisudN2coPI http://www.charlotteconventionctr.com/ d. Exhibit Hall – The space where a trade show is held.

Types of Full Service Hotels (continued) Luxury Hotels – Provides the highest level of amenities, service, room furnishings, public spaces, and technology and nicer rooms Example – The Ritz Carlton The typical room rate for a luxury hotel room is between $300 - $350 a night. 4. Resort Hotels – Caters to the vacationer or leisure traveler. a. Resort – Place that provides entertainment, recreation, and relaxation for vacationers. Example –Diamond Resort http://www.metrolinatradeshowexpo.com/

Types of Full Service Hotels (continued) Extended Stay Hotels – Guests who stay for 5-29 days are called extended-stay guests. Long stay guests stay for 30 days or more. Example – Residence Inn by Marriott Suite – Hotel accommodations that consist of more than one room. 6. Condominium Hotels – Offer many amenities. Some have on-site Food and Beverage service. The units are normally individually owned.

Limited Service Hotels Example – Holiday Inn Express

Room Rate The money a guest pays for a night’s lodging . If a guest spends more than one night in a hotel, he/she is considered to be a stayover. The Night Auditor is responsible for recording any financial transactions on a guest’s bill

Guest information Information about a guest’s reservation and payment method would be found in the guest portfolio The computer programs that a particular hotel uses would be in the property management system Another name for a guest room is a sleeping room

What are the three types of Hotel Ownership? 1. Independent – One Owner 2. Chain – Multiple Units 3. Franchise – Unit of a chain has been purchased by an outside owner.

Purpose of a Hotel Management Company? Also known as the hotel operation Take care of the day-to-day operations of the hotel Make sure the hotel is run by the standards of the corporation There are three work shifts normally in hotels.

Affiliation group A group of independent hotels that creates a central office for reservations Also known as a consortium Best Western International is the largest Become a member and pay dues

Six major Market Segments for Lodging Business Conventions and Meetings Leisure Budget Long-Stay Special Accommodations

Role of Foodservice in Lodging Properties Providing Food and Beverage is essential Vending Machines Full-Service – At least one restaurant Limited-Service – Continental Breakfast Meal Plan – Room rate that includes a meal Lodging Concept – Includes the theme, target market, décor, ambiance, and level of service

Resorts Resorts are hotels designed exclusively for vacationers Example – Aspen Lodge

Hostels A Hostel is an inexpensive accommodation in which guests provide their own linens and fix their own meals Budget hostels and limited service properties would most likely be found near a highway. Examples of Budget hotels, (motel 6, etc…). They generally have low rates and limited services.

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

You Do #3 Chapter 10 page 97 (1-4) Chapter 10 Pg. 99 -100 (1-20)

Hotel Guest Cycle Stage (from check in to check out) Prearrival – Choosing the hotel and reserving a room Departure – checking out of the hotel room

Objective 3.02- Front Office

“You Do” #4 Vocabulary Part I (define the following) Sleeping Room Guest Room Function Room Rooms Division Rooms Director Property Management System (PMS) Front Office Front Office Manager Nonguaranteed Reservation Guaranteed Reservation Reservation Agent Reservation Record Central Reservations Center Room Inventory Bell Captain

“You Do” #4 Con’t Vocabulary Part I (define the following) Door Attendant Bell Attendant Wake-up Call Front Desk Agent Check-in Checkout Registration Registration Record Guest Folio Account Settlement Guest History Record Key Card Forecasting Work Shift Hotel Guest Cycle

Front Office Functions of the Front Office Door attendant – Responsible for the front of the hotel Bell Attendant – responsible for getting the guests luggage to their rooms. Front Desk Agent – responsible for registering guest when they arrive Front Office – RESPONSIBILITIES Checking guests in and out of the property Handles everything from selling sleeping rooms and interacting with guests. Forecasting and Scheduling Handles emergencies and accidents The department that checks in with the front office the most (per day) is housekeeping.

Front Office Front Office Manager – Manager of Front Office The front office and the housekeeping are the two main departments in the rooms division. Usually divided into four departments: Reservations – Guaranteed/nonguaranteed/reservation agent/reservation record/central reservations/Room Inventory A GUARANTEED reservation holds the room until the guest checks-in Uniformed Services – All in uniform/guest services/door attendant/bell attendant Telecommunications- full/limited service/phones Front Desk – Check in/out, Greeting, Payment, Room Assignment

Explain the functions of the Property Management System. Front Office Explain the functions of the Property Management System. Known as the PMS System Keeps all the information for departments in one computer system. Check in/out guests. Can be used for keys, guest records, accounting, inventory, receiving, and purchasing.

Functions of the Rooms Division. Describe the functions of the Rooms Division. Part of the hotel that handles all tasks involved in preparing and selling sleeping rooms. Rooms Director – Manager in Charge. Sleeping Room (Guest Room) – Guests sleep for more than one night. Function Room – Rent for an activity such as a meeting, wedding, or a banquet.

“YOU DO” #5 Answer the following in the light blue workbook Page 105 (19-37) Chapter 11 page 106-107 (1-30) Page 108 (1-25)

Hospitality Operations Objective 3.03 Housekeeping Department

“You DO” #6 Define the following Housekeeping Department Clean Sanitary Mildew Linens Laundry Room Attendant Inspector Assistant Housekeeping Executive Housekeeping Cleaning Cart Consumables Turndown Service Public Areas House Attendants

You DO” #6 (con’t) Define the following House Staff Laundry Staff Laundry Supervisor Laundry Attendants Seamsters Mending Linen Room In-house Housekeeping Services Contract Housekeeping Services Outside Contractors Scheduling Occupied Vacant Out-of-Order Room

Housekeeping House keeping is the department of an hotel that’s responsible for the upkeep of the hotel rooms. A housekeeper that cleans rooms is known as a room attendant A housekeeper that cleans the lobby of the hotel is known as a house attendant. Three major functions of the housekeeping department: Keep the Hotel Clean – State of being free of dirt Sanitary – State of being free from disease Mildew – Fungus that grows on damp surfaces – usually found in the bathroom on the shower curtains Pathogens – include bacteria and viruses

Housekeeping 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 attendant Entering the guest room Cleaning of the guest room and Protecting the guest from germs. Providing guest supplies Reporting Problems Limiting Guest Access Turndown Service

Housekeeping Rules & duties If a housekeeper is cleaning a room while a guest enters, the housekeeper should ask for the key to make sure it’s their room Housekeepers should make sure their cart does NOT block the door of the room that their cleaning . Room attendants are responsible for checking the room for damages. Responsible for purchasing all guestroom and cleaning supplies for the hotel If a housekeeper finds items left behind by a guest when cleaning, he/she should immediately take to their supervisor to be logged into a book and place into the lost a found safe.

Housekeeping Public areas that require cleaning Hallways Stairs Lobby Lounges Public Restrooms Restaurants Meeting Rooms Banquet Halls Recreation Areas Retail Stores Offices of Hotel Staff Window cleaning (this is normally Contracted out)

Housekeeping Housekeeping Department is part of the rooms division It has the largest number of employees in the hotel. Cleanness and appearance can affect if a guest returns to a hotel Clean –wiping something down

Housekeeping Sanitary – sanitizing with Clorox or anther like substance Mildew Linens – All items made of cloth and when handled properly can last up to 3 years. Laundry – Linens that need to be washed

The Laundry Department The Laundry Department has three major tasks: Washing Laundry the laundry attendant is generally responsible for sorting, washing, drying, folding and storing linens Care of Linens Inventory of Linens

Role of Executive Housekeeper The Executive Housekeeper is in charge of all housekeeping-related tasks in the hotel He/She MUSt have a forecast (number of guest rooms occupied) in order to schedule the staff In charge of training, scheduling, supervising and motivating the housekeeping staff.

Housekeeping Housekeeping and front office communications House Counts Room Status Security Concerns Guest requests Amenities and Supplies

“YOU DO” #7 Page 120 (1-15) Page 122 (1-25) Complete the following in your light blue workbook Complete the following in your light blue workbook Page 120 (1-15) Page 122 (1-25)

Hospitality Operations Objective 3.04 Security

“YOU DO” #8 Define the following Security Security Officers Liability Safe Deposit Box Vault Limitation of Liability Insurance Insurance Policy Property Insurance Liability Insurance Crime insurance

“YOU DO” #8 (con’t ) define the following Plainclothes security officer Uniformed security officer Structural Security Security System Security Policies   Key Control Lost and Found Perks Surveillance Patrol Security Log Accident Report

Security State the major responsibility of the Security Department The protection of the People and Property Security – Actions taken to prevent crime and to protect the safety of people and property Security Officers – Staff who carry out the protection

Security What is a liability? Responsibility to pay for damage or loss The degree of liability depends on the situation in which the property was stolen or damaged Safe Deposit Box – Metal box that requires two keys to open Vault – Large locked room Limitation of Liability – Limit on the amount of money that a hotel must pay a guest for a loss of property

Security What is Insurance? Financial arrangement used to protect individuals or businesses against loss Insurance Policy – A recorded Document Property Insurance – Pays for loss or damage of property owned by the business. Losses due to fire, tornadoes, hail, accidents, burglary , and arson Liability Insurance – Provides payment if the hospitality business is sued and the courts determine that the business is liable

Security Security – Part II Security activities can be divided into four groups: Structural Security Security Policies Surveillance Safety and emergency procedures

Security Structural Security Consists of the security features of a building Buildings – Lights, Locks, Alarms, and Lockers Guest Rooms – Guests need to feel safe in their rooms Technology – Security Systems Security System – Burglar detection

Security Security Policies Photo ID - makes it easy to distinguish if you are an employee Key Control – Knowing where the hotel keys are at all times Limited # of entrances Lost and found procedures

Security Surveillance Process of closely observing what is going on Patrol – Walking or riding around an area Uniformed Officer / Plain Clothes Officer Security Officers perform three basic tasks when on patrol 1. People – Trained to look for people who do not belong 2. Physical Conditions – Unsafe conditions, damaged property, and broken property or equipment 3. Routine Tasks – IE: Doors must be locked at specific times

Security Safety and Emergency Procedures Develop and implement emergency response plans Responses for fires, tornadoes, illnesses, falls, and other emergencies Security Log – Communication tool Accident Report – Detailed information about an accident

Security Security and the Front Desk Report Accidents Report Strange People Take Responsibilities for keys Help Prevent Employee Theft

Security Role of the Director of Security Develop and Implement Policies Train Employees Prepare Staff Schedules Maintain Equipment

“You Do” #9 Complete in the light blue book Page 131-(1-7)

Hospitality Operations Objective 3.05 - Engineering

“You Do” #10 Define the following Preventive Maintenance Deep Cleaning Potable Water Nonpotable Water HVAC systems Clorine pH value Grounds Landscaping Groundskeeper Groundskeeping Chief Engineer Plant Manager Facility Manager

Engineering What is the purpose of Engineering? To keep the facility in top condition for safety, guest satisfaction, and profitability The engineering department handles the maintenance of an area of the hotel

Engineering What are the (6) functions of Engineering? Maintenance is very important in any hotel to keep things operating and in working and safe condition. Deep Cleaning –cleaning that involves extra time or equipment. Repairs –repairs are normally performed by the engineer department with larger jobs contracted out. Remodeling –this is usually done when hotels began to look dated and tires. Resource Management Emergencies

Engineering Preventative Maintenance Cleaning and repair of equipment that is in working order. Examples – Air Filters, Washing Machines, Replacing Parts, Removing Parts Preventative Maintenance Schedule

Engineering Deep Cleaning More thorough cleaning that involves extra time or equipment Often the responsibility of the Housekeeping department. Examples: Flipping Mattresses, Cleaning under and behind furniture, cleaning walls and carpets

Engineering What are the (3) systems that Engineering is responsible for? Electrical is the major source of energy in most hospitality businesses. Plumbing Heating and Air Conditioning HVAC Systems – Heating, Ventilation, and air conditioning Keeps guests either warm or cool

Engineering What are (4) examples of Parts and Equipment that require maintenance? Roofs, Walls, Floors (Structure) Parking Lot Elevators and Escalators Kitchen Equipment

Engineering Vocabulary – Informal and Picture Definition Preventative Maintenance Deep Cleaning Potable Water – Safe Drinking Water Non-Potable Water – Not clean enough to drink but usable HVAC Systems

- Engineering Part II Explain the Responsibilities of Engineering for guest rooms and public areas in a hotel Organizes all the maintenance requests Most of the requests involve repairs Keep guest rooms/public areas in good condition Guests call front desk/front desk calls engineering Swimming Pools – Chlorine – kills pathogens and other microorganisms pH Valve – Level of acidity or alkalinity (cloudy water)

Engineering Eight tasks of Grounds keeping Landscaping Watering Weed Control Mowing Trimming Fertilizing Trash Removal Beautification of lawn and gardens

Engineering Responsibilities of the Following: Chief Engineer – The top manager of the engineering department (may also be called plant manager or facility manager) Skilled Technician – Electricians, Plumbers, Sound, HVAC, Carpenters, Painters Maintenance Staff – General Maintenance Workers

“You Do’ #11 Complete in the light blue book Page 137 (1-14) Part 1 & 2 Page 140 (1-20)

Thank you Any questions

The “BIG Picture” Greater Charlotte Hospitality and Tourism Alliance Click on the following link http://www.charlottehta.com/index.html

Answer the following questions What is their purpose? Choose (3) of their corporate sponsors and give a brief de description of their hospitality services. There are (3) upcoming events. Look at each and determine their economic impact on the community (Charlotte ). Discuss the impact Charlotte Douglas International Airport has on the community .