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Accommodation Services Units

Accommodation Services Units. Week (1) part one. Welcome to the Hospitality Industry Week (1). After Reading and Studying This Chapter, You Should Be Able to:. Describe the characteristics of the hospitality industry

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Accommodation Services Units

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  1. Accommodation Services Units Week (1) part one Introduction to Hospitality/Front Office

  2. Welcome to the Hospitality IndustryWeek (1) Introduction to Hospitality/Front Office

  3. After Reading and Studying This Chapter, You Should Be Able to: Describe the characteristics of the hospitality industry Discuss why service has become such an important facet of the hospitality industry Suggest ways to improve service Profitability of the hotel Introduction to Hospitality/Front Office

  4. Basic Characteristics of hospitality industry The hospitality industry is part of the travel and tourism industry. One goal in common: to provide necessary or desired products and services to travellers. The hospitality industry consists of Accommodation and food and beverage services. Introduction to Hospitality/Front Office

  5. continued. • Travel and tourism is one of the largest industries in the world. • The hospitality industry is a fascinating and ever-changing field. • Many concepts and innovations developed by the hospitality industry have found their way to others fields such as management, customer services, accounting, leadership skills and food and beverage operations. Introduction to Hospitality/Front Office

  6. Introduction to Hospitality/Front Office

  7. Accommodation as Part of the Travel and Tourism/Hospitality Industry • Travel and Tourism Industry: All businesses that cater to the needs of the traveling public. • Hospitality Industry: Refers primarily to businesses that provide accommodations and foodservices for people when they are away from their homes. Introduction to Hospitality/Front Office

  8. Lodging as Part of the Travel and Tourism/Hospitality Industry • Hospitality Industry includes: • Accommodations • Foodservices • Other hospitality operations Introduction to Hospitality/Front Office

  9. Scope of Hospitality and Tourism Industry Travel Air Cruise Rail Coach Auto Ecotourism Lodging Hotels Motels Meetings, Conventions and Expositions Restaurants Managed services Recreation Gaming Attractions Parks Recreation Introduction to Hospitality/Front Office

  10. Cruise attendants Introduction to Hospitality/Front Office

  11. Airlines crews Introduction to Hospitality/Front Office

  12. Rail Attendants Introduction to Hospitality/Front Office

  13. Events and conventions Introduction to Hospitality/Front Office

  14. Scope of the Hospitality-Tourism Industry Introduction to Hospitality/Front Office

  15. Characteristics of the Hospitality Industry Product is intangible and perishable No such thing as business hours Hospitality operations run on a 24 hour basis all year round Characterized by shift work Introduction to Hospitality/Front Office

  16. Hospitality and Tourism Largest and fastest growing industries Common dynamics Delivery of services and products Customer and guest impressions are critical Fascinating and ever-changing field Can be very rewarding ( have found their way to other fields) Introduction to Hospitality/Front Office

  17. “Seven Deadly Sins of Service” Apathy (absence of passion) Brush-off (To ignore or behave coldly toward; Coldness Condescension (lack of respect) Robotics Rule book Runaround (form of evasive excuses ) Introduction to Hospitality/Front Office

  18. For Success in Service We Need to: Focus on the guest Understand the role of the guest-contact employee Weave a service culture into education and training systems Thrive on change Introduction to Hospitality/Front Office

  19. Accommodation Services Units Week (1) Introduction to Hospitality/Front Office

  20. Competencies forThe Hospitality Industry • On completion of this unit the student will able to: • Classify hotels in terms of the major target markets attracted to the features and benefits theyoffer. • Classify hotels in terms of the level of service they provide for guests. • Identify the advantages and disadvantages of different types of hotel ownership and affiliation. Introduction to Hospitality/Front Office

  21. Competencies forThe Lodging Industry • Identify factors that affect travelers’ buying decisions and describe what hotels can do to reward loyal guests. • Describe characteristics of the business, leisure, and group travel markets. Introduction to Hospitality/Front Office

  22. Type of accommodation It is very important to be aware of all the different types of establishments offering accommodation within the Hospitality Industry. Rating of the Hotel: ( Rating from AAA) Australian Automobile Association (NRMA) and Australian Hotel Association. 5 star : Establishment of international standard offering 24 hour in room dining, florist, gift shop, swimming pool, gym and day spa, turndown service and fully licensed with public bar and bottles shop. Introduction to Hospitality/Front Office

  23. cont. • 4 star : Exceptionally well appointed establishment with restaurant and room service from0700-2300- porter available. • 3 star : limited service, offer basic needs for the guests. Introduction to Hospitality/Front Office

  24. Types of Accommodation Venue Introduction to Hospitality/Front Office

  25. Identify guests and target markets • Hotel or Inn: An establishment whose primary business is providing lodging facilities for the general public and fully licensed with public Bar and bottle shops for general public as well. • Motel: It is a lodging facility that caters primarily to guests arriving by automobile. • Target Markets: Groups of people that the hotel hopes to retain or attract as guests who have been identified as potential customers. • Market Segmentation: to define or identify smaller, distinct groups or “segments” within larger target markets who share similar traits, needs and wants Introduction to Hospitality/Front Office

  26. Cont. • Guest: are the customers of the hospitality industry. The are the people who pay for the services and facilities provided by hospitality establishments. • Inbound visitor: A visitor travelling to Australia whose main place of residence is outside Australia.

  27. Four General ways of classifying hotel 1. Hotel size 2. Target markets 3. Levels of Service 4. Ownership and affiliation. Hotels are classified by : Introduction to Hospitality/Front Office

  28. Types of Hotels • · Commercial hotels/corporate hotels • · Airport hotels • · Suite hotels • · Extended stay hotels • · Residential hotels • · Resort hotels Introduction to Hospitality/Front Office

  29. Types of Hotels (continued) · Bed and breakfast hotels · Vacation ownership and condominium hotels · Casino hotels · Convention hotels · Alternative lodging properties Introduction to Hospitality/Front Office

  30. Hotels Commercial /corporate Hotels Located in downtown or business districts- area that are convenient and of interest to their target markets. Guest amenities at commercial hotels may include complimentary newspapers, cable television, swimming pool, health club, high speed internet access. Airport hotels Located near the airports- especially international airports. Target Market: airline passengers, cancelled flight, airline personnel. Hotel-owned courtesy vans transport guests between the hotel and the airport. Introduction to Hospitality/Front Office

  31. Corporate hotel Introduction to Hospitality/Front Office

  32. Corporate hotel Introduction to Hospitality/Front Office

  33. Airport Hotel Introduction to Hospitality/Front Office

  34. Hotels ( continued) Suite Hotels Suite hotels are among the newest and fastest-growing segments of the lodging industry. These suite hotels feature guestrooms with a living room and separate bedroom. Some guest suites includes a compact kitchenette with fridge and mini bar. Target Market: Professionals such lawyers, accountants Resorts Hotels Resort hotels are located in the mountains, on an island or exotic location away from crowded residential areas. More leisurely, relaxed atmosphere Resort hotels provide special activities such as golf, sailing, skiing. Introduction to Hospitality/Front Office

  35. Resort Hotel Introduction to Hospitality/Front Office

  36. Hotels ( continued) Vacation ownership hotel/time share hotel Individuals who purchase the ownership of accommodation for a specific period of time- usually one or two weeks a year. These owners then occupy the unit. These hotels are becoming popular in resort areas. Casino Hotels Hotel with gambling facilities. Casino hotels attract guests by promoting gaming and provide a broad range of entertainment activities. Some casino hotels are very large, housing as many as 4,000 guestrooms Introduction to Hospitality/Front Office

  37. Casino Hotel Introduction to Hospitality/Front Office

  38. Serviced Apartments Introduction to Hospitality/Front Office

  39. Extended Stay Hotel Introduction to Hospitality/Front Office

  40. Extended Stay Hotels gives you the choice of budget studios for business travel, relocation, temporary housing or vacations as well as suites for daily and weekly rentals. Free yourself from the confines of your average hotel room. Every suite has a kitchen so you can cook and eat on your own schedule. Spend more time relaxing and less money on your next trip for business or leisure. • When should you consider long-term studio suite accommodations? • Working on an extended project away from home • Going away on a budget vacation and still prefer to have a kitchen and access to laundry • Remodelling or buying a home • Relocating to a new job • Visiting relatives Introduction to Hospitality/Front Office

  41. Levels of Service • There are three levels of service: • World-Class Service • Mid-Range service • Economy/limited Service Introduction to Hospitality/Front Office

  42. World-class Service World-class service –sometimes called luxury service. Attract top business executives, entertainment celebrities, high-ranking political figures and wealthy clientele. Oversized guestrooms, supply heated towels and floor and selection of refreshment centers, and more expensive furnishings, décor and artworks in the guest-rooms. Housekeeping provide twice daily service a day (turn down service and daily cleaning service) Introduction to Hospitality/Front Office

  43. World-class service (continued) World-class hotels stress personalised guest services and maintain high ratio of staff members to guests. In some world-class hotels certain floors are designated as executive floor and offer luxury services. Executive floors contain private lounge, and offered special complimentary food and beverage services. Introduction to Hospitality/Front Office

  44. Mid-Range Service Mid-range service hotels attract the largest segment of the travelling public. The service is modest and sufficient. The guests who stay in the mid-range service hotels are business people, individual travellers and families. Introduction to Hospitality/Front Office

  45. Economy/limited service These properties provides clean, comfortable and inexpensive rooms and meet the basic needs of guests. Economy service hotels attract budget-minded travellers, tour groups, families with children and group of conventioneers. Introduction to Hospitality/Front Office

  46. Ownership and Affiliation Categories · Independent Hotels · Chain Hotels • · Management Contract • Franchise • Referral Group Introduction to Hospitality/Front Office

  47. Independent Hotels Independent hotels have no relationship to other hotels regarding policies, procedures, marketing or financial obligations. For example An Independent property is a family owned and operated hotel that is not required to conform to any corporate policy or procedure. Its unique advantage is autonomy and flexibility. Independent hotel can quickly adapt to changing market conditioning. Disadvantages are: unable volume purchasing, and broad advertising Introduction to Hospitality/Front Office

  48. Chain hotels Chain ownership imposes certain standards, rules, policies and procedures. Some chains have strong control over the architecture, management and standards. Advantage: Advertising, purchasing and marketing. A chain is classified as operating under a management contract or franchise or referral group. Introduction to Hospitality/Front Office

  49. Management contracts Management companies are organisation that operate properties owned by other. In other word, management company is hired to run a hotel. Management contracting a a means of expanding a hotel company’s operations with far less investment. Advantage: Expertise in operations, financial management, staffing, marketing and reservation services. Introduction to Hospitality/Front Office

  50. Franchise and referral groups Franchising is selling the right to conduct a business. Franchisor offers the quality of product and develop standards for design, décor, equipment and operating procedures. Some of the best known U.S hotels belong to franchise and referral groups. For example, Four points hotels by Sheraton are franchises. Advantage: Volume purchase, amenities, linen and towels. Etc. Introduction to Hospitality/Front Office

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