Understanding Hotel Classification and Types

 
Hotel Classification
and Types
 
Hotel
“Hotel” means commercial establishment providing lodging, meals, and
other guest services.
A hotel offers facilities and services.
 
Facility is something designed, built, installed, to serve a specific
function affording a convenience or service.
 
Service is an act or manner of serving guest.
 
 
A hotel also has amenities.
 
Amenities are things 
that are 
available to the visitors
within their room
 
 
 
Facilities, services or amenities?
h.
Hair dresser
i.
K
itchenette
j.
S
auna
k.
Kid Land
l.
M
ini-bar
m.
D
ry cleaning
n.
Breakfast
a.
P
ool
b.
A
ir conditioning
c.
A
irport shuttle
d.
K
ing-size bed
e.
G
olf course
f.
C
urrency exchange
g.
Parking area
 
 
Guest Types
Business guest: This types of guest requires internet and fax access. This guest also requires easy or
fast access to the Town Centre since he stays for work related purpose. 
 
He can use his free time by
doing gym, spa, or swimming.
Leisure guest/families guest: they seek entertainment, interesting activities, and
sometime seek peaceful environment where they can relax and forget about their daily
routine.  Family guest also want to spend qualified time with their families member.
Convention guest: this guest is combination between leisure and business guest. He
requires space to attend or host the seminar without any disturbance with internet
access. After the seminar over, he  wishes to relax, and seeks have fun activities and
services, similar to those leisure and families guest.
 
CLASSIFICATION
 OF
HOTELS
HOTEL
CLASSIFICATION
FACTORS
Based on 
Location
Based on 
size
Based on 
Target
Market
Based on 
Level of
Service
Based on 
Ownership
and Affiliation
Based on 
Star rating
Based on 
Length of Stay
Based on 
Theme
 
Resort hotel
:
These hotel 
cater a person who wants to relax, enjoy
themselves.
It’s 
located at hill stations, beaches, lakes, backwater, forest
belt
.
It 
provide
s
 
recreational service
.
A Variety of 
F
&
B
 outlets is available, ranging from informal
to fine-dining restaurants.
 
 
Airport hotel
:
These hotels are set up near by the airport.
The guest are business client, transit guest
 who stay over
between flights
, airline passanger with cancelled flights, or
airline personnel.
F
ull service.
R
oom service and restaurant timing may be extended, even
offered twenty four hours.
 
 
City center/Downtown 
:
It’s g
enerally located in the heart of city within a short
distance from business center, shopping arcade.
The service and service are varied
 
Based on Location
 
 
 
Motel:
It’s 
located primarily on highways
It 
provide
’s
 lodging to highway travelers
and also provide ample parking space.
The length of stay is usually overnight.
It offers limited facilities and services.
 
Suburban hotel
:
It’s 
located in suburban areas
.
The guests are
 budget travelers.
Services and facilities might be limited
 
Floating hotel
:
It’s 
on luxury liners or ship. It is located on
river, sea or big lakes.
In cruise ships, rooms are generally small
and all furniture is fixed down.
It has long stay guest.
 
 
 
 
 
Based on Location
 
 
 
Independent Hotel :
 They do not have identifiable ownership or management affiliation with other properties.
That means these properties doesn't have any relationship to another hotel regarding policies,
procedures , marketing or financial obligations .
 
Chain hotel :
It
 imposes certain minimum standards, rules , policies and procedures to restrict affiliate activities .
T
he more centralized the organization
,
 t
h
e stronger the control over the individual property .
 Some chain have strong control over the architecture, management and standards of affiliate properties
. Others concentrate only on marketing , advertising and central purchasing .
 
Time-share hotel:
It involves individual or corporate owner who form an association and hire a management company to
operate their units as a hotel or resort.
 
Based on 
ownership
One star
 
The hotel is often has a more
personal atmosphere.
It is usually located near
affordable attractions, major
intersections and convenient to
public transportation.
Furnishings and facilities are
clean but basic.
Most will not a restaurant on
site
.
Based on 
Star Rating
Two star
The hotel is usually small to
medium sized 
.
It’s 
located to moderately priced
attractions.
The facilities typically include
telephones and TVs in the bed
room
.
S
ome hotels offer limited
restaurant service.
R
oom service and bell service are
not usually provided.
Some offers l
aundry and dry
cleaning services.
 
 
Three star
It 
offer
s
 spacious accommodations
that include well appointed rooms,
decorated lobbies.
Bell desk services are generally not
available.
It’s
 often located near major
express ways or business areas,
convenient to shopping and
moderate to high priced
attractions.
It
 usually feature medium sized
restaurants 
which 
offer
s
 breakfast
through dinner.
Room service availability may vary.
Valet parking, fitness centers, pools
are often provided.
Based on 
Star Rating
Four star
Mostly large formal hotels with reception
areas, front desk service, and bell desk
service.
It’s
 usually located near shopping, dining,
and other major attractions.
The level of service is well above average.
T
he rooms are well lit and well furnished.
Restaurant dining is usually available and is
having more than one choice.
Room service is usually available during
most hours.
Valet parking, concierge service, fitness
centers, pools are often provided.
It  s
hould have a recognized travel agency,
book stall, safe deposit facilities, left
luggage etc.
Five star
 
It offers
 the highest level of accommodations and
services.
The properties offer a high degree of personal service.
Although most five star hotels are large properties,
sometimes the small independent (non-chain) property
offers an elegant intimacy that can not be achieved in
larger setting.
The hotel locations can vary from the exclusive location
of suburban area to heart of the city.
The hotel lobbies are sumptuous
.
T
he rooms complete with stylish furnishings, and high
quality linen.
The amenities often include DVD players, Jacuzzis and
more.
It
 feature up to three restaurants with exquisite menus.
Room service is also available 24 hours a day.
Fitness centers, valet parking are typically available.
A concierge is also available to assist you.
Based on 
Star Rating
 
Heritage hotel
:
A
 guest is graciously welcomed
It 
offer
s
 room
s
 that have their own history
It 
serve
s
 traditional cuisine
.
 Th
is
 hotel put
s
 
its
 best efforts to give the
glimpse of their region
.
 
Ecotels
 : these are environment friendly hotels
these hotel use eco friendly items in the room
.
 
Boutique hotels
:
This hotel provides exceptional
accommodation, furniture in a themed and
stylish manner
It 
caters to corporate travelers
.
Based on 
Theme
 
Limited service 
(
economy and budget
)
It 
typically offer
s
 guest rooms only.
There is little or no public space.
It has
 no or very limited food and beverage facilities.
 
 
Mid
Mid scale hotel
s
 offer
s
 a wide range of facilities and amenities.
M
ore public space and meeting/function space with at least one
food and beverage facility.
 
Luxury hotel
It 
feature
s
 upscale d
e
cor and furnishings that may be unique to
the particular hotel.
It
 offer
s
 a full range of amenities and services.
It
 typically ha
s
 a concierge service and several food and beverage
operations, including fine dining facilities, banquet area and full
room service.
Different types of recreational facilities are also available.
Based on 
Level of Service
Transit hotel 
:
G
uest stays for a day or even less
It is
 situated near airport.
 
 
Residential hotel
:
G
uest can stay for a minimum
period of one month and up to a
year.
The rent can be paid on monthly
or quarterly basis.
It 
provide
s
 sitting room, bed
room and kitchenette.
Based on 
Length of
Stay
 
Based on 
size
Small hotel: fewer than 25 rooms
Medium hotel: around 26 to 99 room
s
Large Hotel: around 100 to 299 rooms
Major Hotel: more than 300 rooms
Commercial hotel
:
It’s 
situated in the heart of the city in busy
commercial areas so as to get good and high
business.
It 
cater
s
 mostly businessmen.
 
Convention hotel
:
It has 
large convention complex
It 
cater
s
 people attending a convention,
conference
Casino hotel
:
Hotel with predominantly gambling facilities
comes under this category
It has
 guest room and food and operation too.
It
 cater
s
 leisure and vacation travelers.
Gambling activities at some casino hotels operate
24 hours a day and 365 days a year.
Based on 
Target
Market
 
Task
Which of those following hotels exist in your city?
Mention the name of those hotels;  the type of guest stay
on those hotel; facilities and services that are offered
 
 
THANK YOU ...
 
Hotel Departement
Classification of Hotel
Department
Revenue center
Front of the 
h
ouse
C
ost center
 
B
ack of the 
h
ouse
=
=
‘Revenue centers’ 
refer to those
departments or units which
generate direct income to the hotel
through the provision of goods and
services to guests.
 
 
 
 
Hotel Department
Front-of-the-house’ 
refers
to those departments or
areas which are accessible
and visible by guests
.
 
 
 
e.g. front desk, restaurants, room service, gift shop and business center
Cost centers’
, which are also
interpreted as ‘support centers’, mainly
assist the functioning of revenue
centers with no generations of any
direct income for the hotel.
 
 
 
Hotel Department
‘Back-of-the-house’
, on the contrary,
refers to those departments or areas
which rarely have staff-to-guest
interactions
 
 
 
e.g. human resources, 
housekeeping
, accounting and engineering
departments.
 
Organization
Chart ....
General
Manager
Resident
Manager
Enginerring
Human
Resources
Sales &
Marketing
Security
Accounting
Room
Division
Food and
Baverage
Front
Office
Housekeeping
 
Front office
FRONT OFFICE
PERSONNEL
BELL ATTENDANT
TELEPHONE
CONCIERGE
RESERVATION
RECEPTIONIST
AIRPORT
REPRESENTATIVE
DOOR
ATTENDANT
BELL CAPTAIN
 
Food & Baverage
 
General Manager
Providing leadership to the management team
Coordinating the work of all departments
Participating in the formulation of hotel policies and strategies
Leading the hotel staff in meeting the financial,
environmental
,
 and community  responsibilities
Assuming full responsibilities for the overall performance of
the hotel.
 
Resident Manager
Holding a major responsibility in developing and executing plans
developed by the owner(s), the general manager and other members of
the management team
Checking on operations, providing feedback and offering assistance when
needed
Completing, reviewing and summarizing statistical reports and sharing
them with the general manager
Assuming responsibilities for the daily operations and management of the
hotel.
 
Enginering
M
aintaining the physical plant of the hotel such as
electricity, plumbing, air conditioning, heating and
elevator systems; and for overseeing all mechanical
and technical conditions of the hotel.
 
Security
I
mplementing procedures which aim at protecting the safety and
security of hotel guests, visitors, hotel employees and the hotel itself.
 
e.g:
1.
M
onitoring surveillance equipment
2.
P
atrolling the hotel premises
3.
M
aintaining security alarm systems.
 
Sales and Marketing
G
enerating new businesses for the hotel
C
oordinating advertising, as well as sales promotions and public
relations activities aiming at enhancing the hotel’s image.
 
Accounting
M
onitoring all of the financial activities of a hotel.
 
 
e.g:
O
verseeing accounts receivable, accounts payable, payroll, and cost control systems of the
hotel
K
eeping records of assets, liabilities and financial transaction of the hotel;
P
reparing the monthly profit-and-loss statement
C
oordinating with purchasing department and information technology department
H
andling guests s’ inquiries about billing.
 
Human Resources
H
iring
T
raining, wages and benefit administration,
Mantaining 
labor relations,
Mantaining 
employee relations,
S
taff development.
 
Telephone
Provid
ing
 general information regarding the hotel or local attractions to guests over the
telephone
Place international calls, morning calls and wake-up calls as required by guests
Providing 
communication service between certain hotel staff and management staff who are
not always in their offices;
Administer
ing 
 the in-room movie system of the hotel
Protect
ing
 guest privacy by not disclosing room number, guest information and reporting
suspicious person;
Communicat
ing
 weather emergency to management, engineering, security and guests; and
Perform
ing 
 the role of communications centre in the event of emergency.
Handlling one stop service
 
Reservation
Handle reservation request and prepare reservation confirmation slips
Request guests to confirm or guarantee their room reservations
Keep records of the details of each reservation and the number of room
reservation taken for each night
Provide the front desk with details of room reservation due to arrive the
next day;
Prepare VIP lists
Update guest history records
 
Receptionist
Greeting the guest
Providing information and promoting hotel facilities and services to guests
Checking in the guest
Maintaining guest account
Checking out the guest
Administering the safe deposit system of the hotel
Providing foreign currency exchange service to guest.
 
Coincerge
Providing information/advice on hotel products/services, entertainment,
attractions, sightseeing tours and local restaurants
Confirming airline passages and purchasing airline tickets;
Reserving tables at restaurants and tickets to shows;
Arranging the hire of hotel limousine and other transportation service such
as a private jet; and
Handling guest requests and inquiries, e.g. shopping request and an
inquiry concerning the direction to a local bank.
 
Airport
Representative
Greeting hotel guests at the airport
Arranging hotel transportation for guests from the airport to the hotel
Answering inquiries from guests about the different means of
transportation available from the airport to the hotel such as airport
express train, airport shuttle and bus
Taking hotel room bookings
Assisting departing guests at the airport
Liaising with airlines for special arrangements such as wheelchair for
guests and the handling of guest baggage lost by the airlines.
 
Door Attendant
Greeting all new arrivals
Providing door service to guests
Summoning baggage porter to assist arriving guests
Calling taxis and providing the hotel address card for guests
 
Bell Attendant 
(bagage porter/bell boy)
Handling guest baggage in and out of the hotel
Escorting check-in guests from the front desk to their rooms and
introducing facilities in the room
Running errands for the executive office and hotel guests such as
going to the post office buying stamps/sending parcels, doing
grocery shopping and obtaining visa for guests
Delivering to guest room newspapers, mail, fax, message and parcel,
etc
.
Handling storage of guest baggage/belongings for late check-out,
next arrival or outsiders to pick up
.
 
Bell Captain 
(Bagage Supervisor)
Answering telephone calls from guests regarding baggage pick
up from room
Assigning baggage porter to handle the guest baggage
Receiving guest article, such as a tailor-made shirt from
outsider, and assigning a baggage porter to deliver it to the
guest room
Handling guest requests for postal services such as collecting
the postage fee of sending a parcel from the guest.
 
Housekeeping
 
ACTIVITY :
         Which department should handle the following
          situations
R
o
o
m
 
d
i
v
i
s
i
o
n
 
 
 
 
 
 
F
 
&
B
E
n
g
i
n
e
r
r
i
n
g
S
a
l
e
s
 
a
n
d
 
m
a
r
k
e
t
i
n
g
S
e
c
u
r
i
t
y
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
A
c
c
o
u
n
t
i
n
g
H
u
m
a
n
 
r
e
s
o
u
r
c
e
s
1.
Guest missing watch in his room
2.
A recent arrived guest who needs room
3.
A guest who wants to order room service
4.
A guest complaining the room’s air conditioner that is not working properly.
5.
A hotel that is planning event for club membersip to attract more business
6.
A hotel general manager needs to know the report of th ehotel revenue for
the past 3 months
7.
Newly hired hotel personel undergoing orientation
 
Task...
 
Write about your future careers, jobs,
ambitions, or dream in the hospitality industries
as well as the reason for choosing your careers
and how you plan to achieve your objective.
 
THANK YOU ...
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Hotel classification and types cover various aspects such as facilities, services, amenities, guest types, and factors influencing hotel classification. From resort hotels to airport hotels and city center accommodations, each hotel type serves different purposes and caters to diverse guest preferences. The classifications are based on location, ownership, affiliation, target market, size, star rating, theme, length of stay, and level of service. Additionally, the content discusses different guest types like business, leisure, family, and convention guests, each with specific needs and preferences. Overall, this guide provides a comprehensive overview of the hotel industry and its varied offerings.


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  1. Hotel Classification and Types

  2. Hotel Hotel means commercial establishment providing lodging, meals, and other guest services. A hotel offers facilities and services. Facility is something designed, built, installed, to serve a specific function affording a convenience or service. Service is an act or manner of serving guest. A hotel also has amenities. Amenities are things that are available to the visitors within their room

  3. Facilities, services or amenities? a. Pool b. Air conditioning h. Hair dresser c. Airport shuttle i. Kitchenette d. King-size bed j. Sauna e. Golf course k. Kid Land f. Currency exchange l. Mini-bar g. Parking area m. Dry cleaning n. Breakfast

  4. Guest Types Business guest: This types of guest requires internet and fax access. This guest also requires easy or fast access to the Town Centre since he stays for work related purpose. He can use his free time by doing gym, spa, or swimming. Leisure guest/families guest: they seek entertainment, interesting activities, and sometime seek peaceful environment where they can relax and forget about their daily routine. Family guest also want to spend qualified time with their families member. Convention guest: this guest is combination between leisure and business guest. He requires space to attend or host the seminar without any disturbance with internet access. After the seminar over, he wishes to relax, and seeks have fun activities and services, similar to those leisure and families guest.

  5. CLASSIFICATION OF HOTELS Based on Location Based on Ownership and Affiliation Based on Ownership and Affiliation Based on Target Market HOTEL CLASSIFICATION FACTORS Based on size Based on Star rating Based on Theme Based on Length of Stay Based on Level of Service

  6. Based on Location Resort hotel: These hotel cater a person who wants to relax, enjoy themselves. It s located at hill stations, beaches, lakes, backwater, forest belt. It provides recreational service. A Variety of F&B outlets is available, ranging from informal to fine-dining restaurants. Airport hotel: These hotels are set up near by the airport. The guest are business client, transit guest who stay over between flights, airline passanger with cancelled flights, or airline personnel. Full service. Room service and restaurant timing may be extended, even offered twenty four hours. City center/Downtown : It s generally located in the heart of city within a short distance from business center, shopping arcade. The service and service are varied

  7. Based on Location Motel: It s located primarily on highways It provide s lodging to highway travelers and also provide ample parking space. The length of stay is usually overnight. It offers limited facilities and services. Suburban hotel: It s located in suburban areas. The guests are budget travelers. Services and facilities might be limited Floating hotel: It s on luxury liners or ship. It is located on river, sea or big lakes. In cruise ships, rooms are generally small and all furniture is fixed down. It has long stay guest. http://images.cruisemates.com/cruise-ships/6/4/5/royal-caribbean-freedom-of-the-seas2.jpg

  8. Based on ownership Independent Hotel : They do not have identifiable ownership or management affiliation with other properties. That means these properties doesn't have any relationship to another hotel regarding policies, procedures , marketing or financial obligations . Chain hotel : It imposes certain minimum standards, rules , policies and procedures to restrict affiliate activities . The more centralized the organization, the stronger the control over the individual property . Some chain have strong control over the architecture, management and standards of affiliate properties . Others concentrate only on marketing , advertising and central purchasing . Time-share hotel: It involves individual or corporate owner who form an association and hire a management company to operate their units as a hotel or resort.

  9. Based on Star Rating One star The hotel is often has a more personal atmosphere. It is usually located near affordable attractions, major intersections and convenient to public transportation. Furnishings and facilities are clean but basic. Most will not a restaurant on site. Two star The hotel is usually small to medium sized . It s located to moderately priced attractions. The facilities typically include telephones and TVs in the bed room. Some hotels offer limited restaurant service. Room service and bell service are not usually provided. Some offers laundry and dry cleaning services.

  10. Based on Star Rating Three star It offers spacious accommodations that include well appointed rooms, decorated lobbies. Bell desk services are generally not available. It s often located near major express ways or business areas, convenient to shopping and moderate to high priced attractions. It usually feature medium sized restaurants which offers breakfast through dinner. Room service availability may vary. Valet parking, fitness centers, pools are often provided. Four star Mostly large formal hotels with reception areas, front desk service, and bell desk service. It s usually located near shopping, dining, and other major attractions. The level of service is well above average. The rooms are well lit and well furnished. Restaurant dining is usually available and is having more than one choice. Room service is usually available during most hours. Valet parking, concierge service, fitness centers, pools are often provided. It should have a recognized travel agency, book stall, safe deposit facilities, left luggage etc.

  11. Based on Star Rating Five star It offers the highest level of accommodations and services. The properties offer a high degree of personal service. Although most five star hotels are large properties, sometimes the small independent (non-chain) property offers an elegant intimacy that can not be achieved in larger setting. The hotel locations can vary from the exclusive location of suburban area to heart of the city. The hotel lobbies are sumptuous. The rooms complete with stylish furnishings, and high quality linen. The amenities often include DVD players, Jacuzzis and more. It feature up to three restaurants with exquisite menus. Room service is also available 24 hours a day. Fitness centers, valet parking are typically available. A concierge is also available to assist you.

  12. Based on Theme Heritage hotel: A guest is graciously welcomed It offers rooms that have their own history It serves traditional cuisine. This hotel puts its best efforts to give the glimpse of their region. Ecotels : these are environment friendly hotels these hotel use eco friendly items in the room. http://www.theparkhotels.com/sites/default/files/slideshow/theparkhyderabad-9358adf37f3ac52.jpg Boutique hotels: This accommodation, furniture in a themed and stylish manner It caters to corporate travelers. hotel provides exceptional

  13. Based on Level of Service Limited service (economy and budget) It typically offers guest rooms only. There is little or no public space. It has no or very limited food and beverage facilities. Mid Mid scale hotels offers a wide range of facilities and amenities. More public space and meeting/function space with at least one food and beverage facility. Luxury hotel It features upscale decor and furnishings that may be unique to the particular hotel. It offers a full range of amenities and services. It typically has a concierge service and several food and beverage operations, including fine dining facilities, banquet area and full room service. Different types of recreational facilities are also available. http://media-cdn.tripadvisor.com/media/photo-s/03/3b/79/14/hyatt-regency-delhi.jpg

  14. Based on Length of Stay Transit hotel : Guest stays for a day or even less It is situated near airport. Residential hotel: Guest can stay for a minimum period of one month and up to a year. The rent can be paid on monthly or quarterly basis. It provides sitting room, bed room and kitchenette. http://www.indiapilgrimtours.com/pictures/hotels/hotel_71_a.jpeg

  15. Based on size Small hotel: fewer than 25 rooms Medium hotel: around 26 to 99 rooms Large Hotel: around 100 to 299 rooms Major Hotel: more than 300 rooms

  16. Based on Target Market Commercial hotel: It s situated in the heart of the city in busy commercial areas so as to get good and high business. It caters mostly businessmen. http://www.nicewalpaper.com/wallpapers/bellagio-hotel-and-casino-las-vegas-nv-nice-wallpaper-1024x768.jpg Convention hotel: It has large convention complex It caters people attending a convention, conference Casino hotel: Hotel with predominantly gambling facilities comes under this category It has guest room and food and operation too. It caters leisure and vacation travelers. Gambling activities at some casino hotels operate 24 hours a day and 365 days a year.

  17. Task Which of those following hotels exist in your city? Mention the name of those hotels; the type of guest stay on those hotel; facilities and services that are offered

  18. THANK YOU ...

  19. Hotel Departement

  20. Classification of Hotel Department Revenue center = Front of the house Cost center Back of the house =

  21. Hotel Department Revenuecenters refer to those departments or units which generate direct income to the hotel through the provision of goods and Front-of-the-house refers to those departments or areas which are accessible and visible by guests. services to guests. e.g. front desk, restaurants, room service, gift shop and business center

  22. Hotel Department Cost centers , which are also interpreted as supportcenters , mainly assist the functioning of revenue centers with no generations of any Back-of-the-house , on the contrary, direct income for the hotel. refers to those departments or areas which rarely have staff-to-guest interactions e.g. human resources, housekeeping, accounting and engineering departments.

  23. Organization Chart .... General Manager Resident Manager Enginerring Security Sales & Marketing Human Resources Accounting Room Division Food and Baverage Front Office Housekeeping

  24. Front office BELL CAPTAIN RECEPTIONIST BELL ATTENDANT FRONT OFFICE PERSONNEL DOOR ATTENDANT RESERVATION AIRPORT REPRESENTATIVE TELEPHONE CONCIERGE

  25. Food & Baverage Kitchen Restaurant Room Service Food & Baverage Catering Banqueting

  26. General Manager Providing leadership to the management team Coordinating the work of all departments Participating in the formulation of hotel policies and strategies Leading the hotel staff in meeting the financial, environmental, and community responsibilities Assuming full responsibilities for the overall performance of the hotel.

  27. Resident Manager Holding a major responsibility in developing and executing plans developed by the owner(s), the general manager and other members of the management team Checking on operations, providing feedback and offering assistance when needed Completing, reviewing and summarizing statistical reports and sharing them with the general manager Assuming responsibilities for the daily operations and management of the hotel.

  28. Enginering Maintaining the physical plant of the hotel such as electricity, plumbing, air conditioning, heating and elevator systems; and for overseeing all mechanical and technical conditions of the hotel.

  29. Security Implementing procedures which aim at protecting the safety and security of hotel guests, visitors, hotel employees and the hotel itself. e.g: 1. Monitoring surveillance equipment 2. Patrolling the hotel premises 3. Maintaining security alarm systems.

  30. Sales and Marketing Generating new businesses for the hotel Coordinating advertising, as well as sales promotions and public relations activities aiming at enhancing the hotel s image.

  31. Accounting Monitoring all of the financial activities of a hotel. e.g: Overseeing accounts receivable, accounts payable, payroll, and cost control systems of the hotel Keeping records of assets, liabilities and financial transaction of the hotel; Preparing the monthly profit-and-loss statement Coordinating with purchasing department and information technology department Handling guests s inquiries about billing.

  32. Human Resources Hiring Training, wages and benefit administration, Mantaining labor relations, Mantaining employee relations, Staff development.

  33. Telephone Providing general information regarding the hotel or local attractions to guests over the telephone Place international calls, morning calls and wake-up calls as required by guests Providing communication service between certain hotel staff and management staff who are not always in their offices; Administering the in-room movie system of the hotel Protecting guest privacy by not disclosing room number, guest information and reporting suspicious person; Communicating weather emergency to management, engineering, security and guests; and Performing the role of communications centre in the event of emergency. Handlling one stop service Providing general information regarding the hotel or local attractions to guests over the telephone Place international calls, morning calls and wake-up calls as required by guests Providing communication service between certain hotel staff and management staff who are not always in their offices; Administering the in-room movie system of the hotel Protecting guest privacy by not disclosing room number, guest information and reporting suspicious person; Communicating weather emergency to management, engineering, security and guests; and Performing the role of communications centre in the event of emergency. Handlling one stop service

  34. Reservation Handle reservation request and prepare reservation confirmation slips Request guests to confirm or guarantee their room reservations Keep records of the details of each reservation and the number of room reservation taken for each night Provide the front desk with details of room reservation due to arrive the next day; Prepare VIP lists Update guest history records Handle reservation request and prepare reservation confirmation slips Request guests to confirm or guarantee their room reservations Keep records of the details of each reservation and the number of room reservation taken for each night Provide the front desk with details of room reservation due to arrive the next day; Prepare VIP lists Update guest history records

  35. Receptionist Greeting the guest Providing information and promoting hotel facilities and services to guests Checking in the guest Maintaining guest account Checking out the guest Administering the safe deposit system of the hotel Providing foreign currency exchange service to guest. Greeting the guest Providing information and promoting hotel facilities and services to guests Checking in the guest Maintaining guest account Checking out the guest Administering the safe deposit system of the hotel Providing foreign currency exchange service to guest.

  36. Coincerge Providing information/advice on hotel products/services, entertainment, attractions, sightseeing tours and local restaurants Confirming airline passages and purchasing airline tickets; Reserving tables at restaurants and tickets to shows; Arranging the hire of hotel limousine and other transportation service such as a private jet; and Handling guest requests and inquiries, e.g. shopping request and an inquiry concerning the direction to a local bank. Providing information/advice on hotel products/services, entertainment, attractions, sightseeing tours and local restaurants Confirming airline passages and purchasing airline tickets; Reserving tables at restaurants and tickets to shows; Arranging the hire of hotel limousine and other transportation service such as a private jet; and Handling guest requests and inquiries, e.g. shopping request and an inquiry concerning the direction to a local bank.

  37. Airport Representative Greeting hotel guests at the airport Arranging hotel transportation for guests from the airport to the hotel Answering inquiries from guests about the different means of transportation available from the airport to the hotel such as airport express train, airport shuttle and bus Taking hotel room bookings Assisting departing guests at the airport Liaising with airlines for special arrangements such as wheelchair for guests and the handling of guest baggage lost by the airlines. Greeting hotel guests at the airport Arranging hotel transportation for guests from the airport to the hotel Answering inquiries from guests about the different means of transportation available from the airport to the hotel such as airport express train, airport shuttle and bus Taking hotel room bookings Assisting departing guests at the airport Liaising with airlines for special arrangements such as wheelchair for guests and the handling of guest baggage lost by the airlines.

  38. Door Attendant Greeting all new arrivals Providing door service to guests Summoning baggage porter to assist arriving guests Calling taxis and providing the hotel address card for guests Greeting all new arrivals Providing door service to guests Summoning baggage porter to assist arriving guests Calling taxis and providing the hotel address card for guests

  39. Bell Attendant (bagage porter/bell boy) Handling guest baggage in and out of the hotel Escorting check-in guests from the front desk to their rooms and introducing facilities in the room Running errands for the executive office and hotel guests such as going to the post office buying stamps/sending parcels, doing grocery shopping and obtaining visa for guests Delivering to guest room newspapers, mail, fax, message and parcel, etc. Handling storage of guest baggage/belongings for late check-out, next arrival or outsiders to pick up. Handling guest baggage in and out of the hotel Escorting check-in guests from the front desk to their rooms and introducing facilities in the room Running errands for the executive office and hotel guests such as going to the post office buying stamps/sending parcels, doing grocery shopping and obtaining visa for guests Delivering to guest room newspapers, mail, fax, message and parcel, etc. Handling storage of guest baggage/belongings for late check-out, next arrival or outsiders to pick up.

  40. Bell Captain (Bagage Supervisor) Answering telephone calls from guests regarding baggage pick up from room Assigning baggage porter to handle the guest baggage Receiving guest article, such as a tailor-made shirt from outsider, and assigning a baggage porter to deliver it to the guest room Handling guest requests for postal services such as collecting the postage fee of sending a parcel from the guest. Answering telephone calls from guests regarding baggage pick up from room Assigning baggage porter to handle the guest baggage Receiving guest article, such as a tailor-made shirt from outsider, and assigning a baggage porter to deliver it to the guest room Handling guest requests for postal services such as collecting the postage fee of sending a parcel from the guest.

  41. Housekeeping Cleaning of Guest Room Floors Cleaning of Public Areas Guest rooms Corridors Lobby and lifts Public restrooms Service lift and floor storage areas Recreation facilities, e.g. tennis courts, swimming pools, gymnasiums, club centers Guest self-serviced laundry Business centers Concierge F&B operations, e.g. restaurants and bars Meeting rooms and banqueting halls Cleaning of Staff Areas Other Utilities Offices of different departments Staff canteen Changing and locker rooms Storage areas Laundry services Linen and uniform control Gardening Pest control Flower shops

  42. ACTIVITY : Which department should handle the following situations 1. Guest missing watch in his room 2. A recent arrived guest who needs room 3. A guest who wants to order room service 4. A guest complaining the room s air conditioner that is not working properly. 5. A hotel that is planning event for club membersip to attract more business 6. A hotel general manager needs to know the report of th ehotel revenue for the past 3 months 7. Newly hired hotel personel undergoing orientation Room division Enginerring Security Human resources F &B Sales and marketing Accounting

  43. Task... Write about your future careers, jobs, ambitions, or dream in the hospitality industries as well as the reason for choosing your careers and how you plan to achieve your objective.

  44. THANK YOU ...

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