Ch. 3 The Lodging Industry. Understanding Lodging 3.1

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    22-Dec-2015

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  • Slide 1
  • Ch. 3 The Lodging Industry
  • Slide 2
  • Understanding Lodging 3.1
  • Slide 3
  • A Brief History of Lodging in the U.S.: Planes, Trains and Automobiles Lodging industry in the U.S. has always been strongly influenced by changes in transportation. As stagecoach routes were established in the mid- 1600, coaching inns became popular As stagecoach routes were established in the mid- 1600, coaching inns became popular 1700s Americans started combining lodging with food 1700s Americans started combining lodging with food 1794 City Hotel in New York City, the first building in the U.S. designed specifically as a hotel. 1794 City Hotel in New York City, the first building in the U.S. designed specifically as a hotel. From that point on, throughout the 1800s lodging properties began to flourish. From that point on, throughout the 1800s lodging properties began to flourish. The Tremont House, the first of the grand hotels, was built in Boston in 1828. (First hotel to offer private rooms with locking doors) The Tremont House, the first of the grand hotels, was built in Boston in 1828. (First hotel to offer private rooms with locking doors)
  • Slide 4
  • History Continued 1825 invention of the railroad, inns, taverns, and foodservice facilities located near railway. Near the turn of the century, Conrad Hilton, who was a banker in New Mexico, purchased is first hotel. Other famous hotels were build during the early part of the twentieth century, including the Ritz Carlton in Boston, Plaza in New York City, and the Stevens Hotel in Chicago During the Depression in the 1930s, several hotel properties closed During World Was II in the 1940s, the lodging industry prospered. (Hotels experienced extremely high occupancy rates usually at least 90%) 1950s cross-country vacations became popular with the automobile and freeway system 1958 airlines became popular
  • Slide 5
  • Lodging Operations Organization Front-of-the-House vs. Back-of-the-House Typical lodging operation can be divided between its administrative departments and service departments Administrative departments = manage the business responsibilities such as accounting, human resources and training, and marketing and sales.Administrative departments = manage the business responsibilities such as accounting, human resources and training, and marketing and sales. Service departments = are responsible for serving the guest directly.Service departments = are responsible for serving the guest directly.
  • Slide 6
  • Administrative Departments General Management (GM) person in charge of lodging establishment (other managers report directly to the GM) Accounting and Financial Management keeps track of overall profits, records sales, and calculates costs Human Resources hiring labor and evaluate performance (resp. local labor laws) Marketing and Sales make sure their lodging facility suite their customers (sales, advertising)
  • Slide 7
  • Service Departments Front Office have to give good first impression, good people skills, manage rooms Housekeeping maintaining property, responsible for keep guest ready and rooms prepared. Engineering and Facility Maintenance keep physical building in good running order and maintain the operations mechanical equipment Security protecting guest, employees and property, developing and following all emergency procedures Food and Beverage one of the most demanding arrears
  • Slide 8
  • Questions 1. Historically, the lodging industry has been closely tied to the ________industry? 2. What mode of transportation was invented in the early 1800s? 3. During which decade in the U.S. did the lodging industry experience the closing of many hotels? 4. List the four arrears of administrative departments and what they do? 5. List the five areas of service departments and what they do?
  • Slide 9
  • Organization of the Lodging Industry 3.2
  • Slide 10
  • Two Types of Travelers Guest fall under one of two categories: leisure travelers or business travelers Leisure travelers = often want to get away from it all lodging properties cater to specific leisure travelers by offering services of activitiesLeisure travelers = often want to get away from it all lodging properties cater to specific leisure travelers by offering services of activities Business travelers = stay at lodging for business- related reasons. They represent the majority of guests they might need fax machines, copies personal computes etc.Business travelers = stay at lodging for business- related reasons. They represent the majority of guests they might need fax machines, copies personal computes etc. Most important factor considered when selecting a lodging facility is room cleanliness Most important factor considered when selecting a lodging facility is room cleanliness
  • Slide 11
  • At Your Service: Lodging Establishments for All Lodging properties can be classified in many ways: by the level of service provided, rate charged, amenities offered Amenity = service or facility within the lodging operation that guests may use or enjoy without having to leave the hotel Full-service properties = cater to travelers in search of a wide range of conveniences. (offer larger rooms, well-trained staff, plenty of amenities)Full-service properties = cater to travelers in search of a wide range of conveniences. (offer larger rooms, well-trained staff, plenty of amenities) Luxury properties = hotels that offer top-of-the-line comfort and eleganceLuxury properties = hotels that offer top-of-the-line comfort and elegance
  • Slide 12
  • At Your Service: Lodging Establishments for All Economy lodging = offers clean, low-priced accommodations primarily to traveling salespeople, senior citizens,, and families with moderate income (sm. staff, simple rooms) Mid-price facilities = between full-service and economy sectors All-Suite properties = fastest growing segment, offer apartment style facilities Resorts = (spares no expense), feature extensive facilities for vacationers who are looking for recreational activates and entertainment Bed and Breakfast = guest who enjoy quaint, quiet accommodations with simple amentias (private-owned) Page 159, ex. Of hotels and what service bracket they fit into
  • Slide 13
  • Location, Location, Location Location is one of the most influential factors contributing to the success of lodging facility Airport facilitiesAirport facilities Downtown (primarily for business travelers, tend to charge higher rates)Downtown (primarily for business travelers, tend to charge higher rates) Suburban properties (travelers who wanted to attend downtown events but didnt want to spend the night in the city)Suburban properties (travelers who wanted to attend downtown events but didnt want to spend the night in the city) Roadside motes (meet the needs of vacation and business travelers)Roadside motes (meet the needs of vacation and business travelers) Resorts (vacation arrears)Resorts (vacation arrears)
  • Slide 14
  • Facility Rating Systems Several organizations rate quality of lodging establishments (AAA diamonds and Mobil Travel Guides rate with stars) AAA most widely recognized One diamond functional accommodations (minimum standards) One diamond functional accommodations (minimum standards) Two Diamonds noticeable enhancements (dcor and or quality of furnishing) Two Diamonds noticeable enhancements (dcor and or quality of furnishing) Three Diamonds upgrade in services and comfort, with additional amenities Three Diamonds upgrade in services and comfort, with additional amenities Four Diamonds excellent properties offering high level of service and a wide variety of amenities Four Diamonds excellent properties offering high level of service and a wide variety of amenities Five diamonds exceptional establishment, providing the highest level of luxury and service Five diamonds exceptional establishment, providing the highest level of luxury and service
  • Slide 15
  • Questions 1. Indicate which type of traveler business (B) or leisure (L) would find the features listed below important. 1. Meeting rooms2. Programs for children 3. Near shopping areas4. Location close to airport 5. Shuttle bus to theme park6. Kiddie swimming pool 7. Shuttle to convention center8. Twenty-four hr. room service 2. What type of hotel is most likely to provide conference and meeting rooms. 3. Florist shop that operates in a hotel's lobby is known as a? 4. __________facilities are often constructed far from cities and transportation routes. 5. Since hotels primarily relies on business travelers, which hotel typically experience low occupancy rates on the weekdays?
  • Slide 16
  • Career Opportunities in the Lodging Industry 3.3
  • Slide 17
  • Developing a Career in the Lodging Industry Certificates and diploma programs are offered by high schools and business. Work experience, associations and professional trade organizations offer programs and events that can help you further your career.Work experience, associations and professional trade organizations offer programs and events that can help you further your career. While most lodging establishments perform the same basic functions, the number and type of employees at each property will depend on property size and other factorsWhile most lodging establishments perform the same basic functions, the number and type of employees at each property will depend on property size and other factors
  • Slide 18
  • Administrative GM = responsible for overall lodging establishment, have a bachelors degree and at least 10 years work experience Assistant General Manager = helps carry out the GMs plans and serves as a liaison between management and staff. Reports to GM Resident Manager = supervises front office operations and reservations and is responsible for emergencies twenty-four hours a day when the GM is not on duty. Executive Assistant Manager = responsible for all room rentals.
  • Slide 19
  • Accounting and Financial Management Back Office Controller = manages the accounting department, participates in long-term financial planning, and provides daily financial reports to management. Smaller facilities often share the accounting responsibilities among the GM. Management Information Systems (MIS supervisor = computer specialist responsible for solving computer-related problems and making sure computer systems are running as efficiently as possible.
  • Slide 20
  • Human resources HR = responsible for interviewing, selecting, recruiting, training, and evaluating performance of the operations staff. Motivating staffMotivating staff Providing pay increasesProviding pay increases Establishing employment policiesEstablishing employment policies Administration of labor lawsAdministration of labor laws
  • Slide 21
  • Marketing and Sales (Sell rooms and facilities by creating contracts with guest, business and people involved in the travel industry) Marketing director = responsible for generating new business, organizing special events and conducting market research. Convention manager = plans meetings, determines rates, and sells the facilitys banquet service. Convention sales manager = brings in the business by promoting the establishment as a site for conferences, seminars, and meetings. (larger properties also have positions such as tour and travel sales manager and corporate sales manager)
  • Slide 22
  • Front Office Front office is the heart of all lodging properties. It has four main responsibilities. 1. check-in 2. reservations 3. information 4. checkout Front desk manager = (heading the department) He or she prepares budgets, maintains cost-control systems, and forecast room sales. A good communicator and supervisor, oversees a team of people Desk clerk = greets and registers guests, and performs all check-in functions (including blocking rooms, verifying information and providing details of room rates and availability) Reservations manager = oversees the reservations function and managers a number of full-time reservations Bell captain = managers an number of employees, including bellhops, door attendants and valet parking Concierge = specializes in providing a wide range of information services (answer questions, books restaurant reservations, make arrangements for car rentals, obtains theater tickets and more) Night auditor = works the evening shift, posting changes not reordered during earlier shifts and balancing daily financial transactions
  • Slide 23
  • Housekeeping (One of the most important departments, often the largest, works closely with front office personnel and maintains public areas) Executive housekeeper = oversees the department by hiring, training, scheduling, and directing staff; purchasing and maintaining an inventory of cleaning supplies and equipment and setting cleaning priorities Room attendants = employees who actually clean guest rooms
  • Slide 24
  • Engineering and Facility Maintenance (ensures that all mechanical systems are safe and in proper working order) Chief engineer = plans and organizes the tasks to be carried out by the department (administrative duties include budgeting, coordinating and supervising repair and maintenance orders, and negotiating contracts oversees the maintenance) Often train other employees to conserve energy and save on utility costsOften train other employees to conserve energy and save on utility costs Provide advice about equipment maintenance and environmental controlProvide advice about equipment maintenance and environmental control
  • Slide 25
  • Security (Emphasis is on preventing problems, protect guests, large establishments, hire off-duty police officers) Security chief = extensive law enforcement training, work with the director of human resources, goal is to minimize theft Provides on-going trainingProvides on-going training Train security officersTrain security officers Some security officers dress in plain-clothes other offices place guards in visible locations where they can see everyone who enters and leaves the facility.Some security officers dress in plain-clothes other offices place guards in visible locations where they can see everyone who enters and leaves the facility.
  • Slide 26
  • Food and Beverage Food and beverage director = supervises the most labor-intensive department of a full-service lodging operation Manages the formal dining room, coffee shop and lounge, manager also directs the hotels banquet, catering and room serviceManages the formal dining room, coffee shop and lounge, manager also directs the hotels banquet,...