Introduction to Hotel

Management
Chapter 2
 Founders of Hotel Industry
E. M. Statler ( 1863 – 1928)
First hotel 5000 rooms
Sattler's chain was sold to “Hilton” in 1954
Conrad Hilton ( 1887 – 1979)
First Major chain in 1954

J. W Marriot ( 1900 – 1985)

 Historical Developments
• Atrium Concept – open top
• Limited Service Hotel - satisfaction
• Technological Advances - Wifi
• Marketing emphasis – reservation by phone
• Total Quality Management – Improving process
• Major Reorganization – foreigner buys, value
• Hotel Investment – One own , one manage
• September 11 2001 attack - security
Introduction to Hotel
Management
Chapter 3
 Types of lodging facilities
Hotels
Motels
All Suites
Limited
Extended Stay Hotels
 Hotel
• A hotel provides paid lodging to tourists and
may also provide a number of other services,
such as a restaurant, swimming pool, and/or
spa.
• Many hotels are also arranged to hold
conferences and meetings, thus making them
useful locations for business meetups.
 Motel
Motel is a word derived from the term
"motorist's hotel." This was a term used to
indicate when a hotel provided lot of parking,
useful to travellers of long distances on major
highway .
 All Suites
A suite is a much larger room. Usually bathroom,
a living area, and most times, includes a
dining area as well. Think of it as a furnished
apartment-like ( 400 sq. ft to 3000 sq. ft )
 Full Service / Limited Service
• Full-Service Hotels These are the kind of hotels that
provide everything you could ask for large and spacious
rooms, prompt room service, a Jacuzzi and a swimming
pool, laundry and ironing service, party halls, well-
equipped conference rooms, in-house restaurants and
much more forms a part of full-service hotels.

• Select Service Hotels A little lesser in quality than the

full-service hotels, these are the kind of hotels that
provide a few selected services to the guests
 Extended Stay
• Hotel stay longer than one week
 Market Orientation
• Types of properties and who they serve
1. Residential
• Public Dining
• Social activities
• Recreational facilities
2. Commercial
• Computerized reservation
• Shuttle to Airports
• Banquet ( large hotel room for public , where
can be served)
 Sales Indicators
• Occupancy % = room sold / room available
• Average Daily rate = room revenue / rooms sold
 Business Affiliations
Chain Affiliation
Provide operational and marketing services
• Reservation
• Advertising
• Operations
• Management developments
 Business Affiliations
• Referral Property with a chain ( Hotel franchise)
• Company owned property
• Management contract property
 Brands
Allows a hotel company to create a concept in the
mind of consumer “ mind concept”
 Independent Properties
Hotel not associated with a franchise.
Problems with independent properties are
• Capital investment
• Consultation and assistance
• Marketing
 Trends that foster Growth
• Leisure Time ( holiday, free time )
• Discretionary income ( money left after
expenses)
• Me / Pleasure concepts ( lets enjoy)
• Family Size
• Business travel
• Female Business travel
• Travel as an experience
 Career Development
1. Establishing Career Goals
2. Educational Preparation
3. Work Experience
4. Professional Memberships
 Ports of Entry
1. Marketing & Sales
2. Front office
3. Food and beverage
4. Controller
 Hospitality Industry
1. Trends in the lodging industry
2. Hotel and motel Management
3. Use of internet
 Chapter 4
Structure & Operation
 Key words related to Hotel Industry
adjoining rooms two hotel rooms with a door If you want we can book your
in the center parents in an adjoining room.

amenities local facilities such as stores We are located downtown, so

and restaurants we are close to all of
the amenities.

attractions things for tourists to see and The zoo is our city's most
do popular attraction for kids.

baggage bags and suitcases packed If you need help with

with personal belongings your baggage we have a cart
you can use.

Bed and Breakfast a home that offers a place to I can book you into a
stay and a place to eat beautiful Bed and
Breakfast on the lake.
 Key words related to Hotel Industry
bellboy a staff member who helps guests with The bellboy will take your bags to your
their luggage room for you.

book arrange to stay in a hotel I can book your family in for

the weekend of the seventh.

booked full, no vacancies I'm afraid the hotel

is booked tonight.

brochures small booklets that provide Feel free to take

information on the local sites some brochures to your room
and attractions to look at.

check-in go to the front desk to receive You can check-inanytime after

keys four o'clock.

check-out return the keys and pay for Please return your parking
the bill pass when you check-out.
 Key words related to Hotel Industry
complimentary breakfast free of charge All of our rooms
have complimentary soap, shampoo,
and coffee.

cot, rollaway bed a single bed on wheels that folds up If you need an extra bed, we
have cotsavailable.

damage charge money a guest owes for repairs to hotel We will have to add a damage
property (when caused by violent or charge for the hole you put in the wall.
careless acts)

deposit amount paid ahead of time to secure a You will not receive your deposit back if
reservation you cancel.

double bed a bed large enough for two people They are a family of four, so give them a
room with two double beds.
 Key words related to Hotel Industry
complimentary breakfast free of charge All of our rooms
have complimentary soap, shampoo,
and coffee.

cot, rollaway bed a single bed on wheels that folds up If you need an extra bed, we
have cotsavailable.

damage charge money a guest owes for repairs to hotel We will have to add a damage
property (when caused by violent or charge for the hole you put in the wall.
careless acts)

deposit amount paid ahead of time to secure a You will not receive your deposit back if
reservation you cancel.

double bed a bed large enough for two people They are a family of four, so give them a
room with two double beds.
Key words related to Hotel Industry
hostel a very inexpensive place for In the hostel you probably won't
backbackers and travelers on a get your own room.
budget

hotel manager person in charge at the hotel I'll let you make your complaint to
the hotel manager.

front desk, reception the place where guests go to check Towels are available at the front
in and out and to get information desk.

guest a person that is staying at the hotel Our washrooms are for guests only.
 Key words
housekeeping, maid noun staff members that clean the rooms and Put a sign on the door if you
linen want housekeeping to come in and change
the sheets on the bed.

ice machine a machine that automatically makes ice There is an ice machine by the elevator on
that guests can use to keep drinks cold all of the even numbered floors.

indoor pool place for guests to swim inside the hotel The heated indoor pool is open until 10 pm.

inn another word for "hotel" There's an inn on the other side of town
that has a vacancy.

Jacuzzi, hot tub, whirl pool a small hot pool for relaxation Our honeymoon room has a personal hot
tub.

king-size bed extra large bed A room with a king size bedcosts an extra
ten dollars a night.
 Chapter 5

Management & Guest Service

 Service Standards
• Guest service is most important in hotel
success.
• It can be verbal or visual
Service Standards ( Verbal Means)
• Appropriate greetings ( Good morning !!)
• Personalize conversation ( use customers
name Mr. Ms)
• Thanks Guest
• Listen to Guest (requirements)
Service Standards ( visual Means)
• Communicate with a smile
• Good Body language
• Grooming Standards ( appearance)
 Guest Service
• Phone etiquette
• Good knowledge about hotel facilities and
surroundings
• Resolving Guest Conflict
 Guest Conflict Resolution
• Listen first
• Summarize
• Make no excuses
• Resolve the problem
• Document the conflict
 Empowerment
Ability and authority to satisfy guest
complaints/requests within present parameters.
 Diversity Awareness
• Good hotels teaches employees appreciate
the differences in people
• Overcome stereotype ( racism, sexism,
ethnocentrism)
 International Guests
• Multilingual staff
• Native speaker
• Cultural difference
Management Role in Guest Service
• Allow desk agents to resolve the issue
• Complaints are not bad things, its opportunity
to improve
• All complaint will be investigated, evaluated,
respond
• If front office can not solve, it should pass to
senior manager then general manager
 Guest Service Management
• Guest Service philosophy always
communicated with staff
• It should be part of service mission statement
• Guest service training
• Big hotel have one department for Guest
Service
• Motivate staff for guest service ( By reward or
recognition)