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LODGING OPERATIONS
Lodging establishments can be classified by size and type of service ranging from
small humble bed-and-breakfast inn to the colossal mega hotels and resorts that offer
luxurious accommodations and services. These lodging properties can be
independently owned, franchised, or run by management companies. Students in hotel
and restaurant management programs must be aware of the advantages and
disadvantages of working for small companies as well as multi unit corporations.
Lodging operations are an intrinsic part of the hospitality trade and perhaps most
important part of the segments into which the industry is divided. To lodge means to
furnish guests with room or quarters, generally on a temporary basis. This broad
definition implies that the lodging industry is quite diverse for the renting of living space
can range from simple room in a boarding house to a spacious suite in a luxury hotel or
a bungalow in a lavish resort.
Since the beginning of recorded time, people have travelled and therefore have
been in need of lodging. What we know today as inns had their origin in England some
centuries ago, the term meaning “a public house that provides lodging for travelers and
others.” These taverns with rooms for rent were usually located along highways to
provide a convenient overnight stay for those traveling by coach. The introduction of
railways in the nineteenth century created the need for a large number of these
hostelries along the numerous lines that crisscrossed the country. Today the term inn
implies a small hotel, although properties called “inns” often contain a large number of
rooms; for example the Holiday Inn Crowne Plaza in New Orleans has 439
guestrooms.
The term hotel derived from the French hostel. The modern French word hotel
suggests “a more or less commodious establishment with up-to-date appointments,”
though this was not necessarily true one hundred years ago. Today, the term hotel
defines a lodging establishment offering accommodation, food and beverage, and
amenities to guests.
Besides hotels, motels and resorts the lodging industry today offers a variety of
establishments aimed at fulfilling the needs of the current market. The most common
are:
• Bed and Breakfast inns are usually small, privately owned establishments
located in suburban and rural locations. They are often uniquely appointed
converted private homes that cater to travelers seeking a homey, personal
environment.
CLASSIFICATION BY SIZE
Lodging facilities can also be categorized by size. An arbitrary classification can be:
Small: up to 75 rooms
Medium: from 75 to 200 rooms
Large: from 200 to 500 rooms
Very large: more then 500 rooms
The size of a property can be used to estimate the amount of work required of
the house keeping department on a daily basis to maintain the property. For instance,
while a 100-room property can be serviced with a relatively small number of
housekeeping employees, the Sheraton Hotel & Towers in New York City with 1750
rooms will require over one hundred section housekeepers to service the guestrooms
at 100 percent occupancy. Add to that the supervisors, housekeepers, janitors, linen
room attendants, laundry personnel, and other support personnel, and the number of
employees in the housekeeping department of a large hotel such as this can be
astounding.
• Economy or budget properties focus on meeting the basic needs of the travelling
public-that is, clean, comfortable rooms that is not expensive. The market
segments typically attracted to economy properties are guests travelling with
children, bus tours, and budget-minded retirees. Many of these properties do not
offer food and beverage services except for breakfast, although they all feature
TV and some having swimming pool, whirlpool and tennis courts.
Assistant General
Manager
Room Division
Director
FIG 1.1
Guest rooms in lodging properties are sold by the front office. The front desk must
know at every given moment what rooms have been cleaned and are available for
occupancy. Housekeeping must provide the front desk with the listing of rooms that are
ready for occupancy so guest can be checked in. If the communication between two
departments is poor or breaks down, delays in guest check in will occur or people will
be checked in rooms that are thought to be ready but that in fact occupied or not ready.
If this happens, the property’s reputation will suffer.
The cycle of communication begins early each day, when the front desk provide the
housekeeping department with a written (or computer generated) report called the
night clerks room report. The purpose of this report is to inform the house keeping
department very early in the morning of the status of all guestrooms in the property as
it appears in the first desk report. The nomenclature used varies from property from
property, but the most commonly used definitions are ;
OOO= Out-of-order
Bathroom:
Remarks:
_____________________________________________________________________
___________________________________________________
Position: _____________________________________________
Classification: _______________________________________________
There must be good cooperation regarding the pick-up of the room service
material from guestroom areas. Housekeeping must see to it that hallways are free
from trays and carts placed there by guests and section housekeepers; therefore, calls
to room service must be regularly placed to remind this department to clear all areas.
The laundry room must provide the food and beverage department with clean napery
on a daily basis. This often means that the laundry manager must request that the
soiled linen be delivered to the laundry room on time, properly sorted out, and free from
scraps and table debris. Furnishing clean uniforms to cooks, waiters, and bartenders is
also usually the responsibility of the house keeping department. As communication
with food and beverage service personnel is traditionally difficult, efforts must be made
to establish good relationships between departments.
The primary goal of the sales and marketing is to sell the products and services offered
by the property. Given that cleanliness is one of the most important reasons for the
guests to choose a particular lodging property, the onus of providing this critical service
falls on the housekeeping department. There must be good communication between
sales and housekeeping if customer satisfaction is to be achieved. For instance, if
sales and marketing has guaranteed late check-in that same evening. If sales and
marketing has promised that forty rooms will be available for early check-in to a
company attending a conference at the property and housekeeping has not be notified,
there might not be enough manpower that power to clean the rooms on time.