EMAIL Not acceptable hey vince sorry i wasnt

EMAIL Not acceptable hey vince sorry i wasnt in class 2 day i was sick i will brinf a not be 4 i see u. Acceptable Vince, I apologize for not being in class today. I do realize I missed a test, I have been ill. I will be sure to bring a note to you and perhaps discuss a time when we can reschedule? Thank you, Joe Smith

What do we need to do for there to be success in service? Focus on the guest. Understand the role of the guestcontact employee. Weave a service culture into education and training systems. Emphasize high-touch instead of just high-tech. Thrive on change.

Understanding the Customer service is a central focus of hospitality Our job is to enhance the lives of those people (guests, customers, passengers, etc. ) to whom we serve begin by understanding what they need Upsell? We Kindness is demonstrated by making everyone feel welcome How? Quality customer service requires that we make all guests feel comfortable all have a need to feel important We

Seven Deadly Sins of Service Apathy - an absence of emotion or enthusiasm Brush-off Coldness Condescension - the trait of displaying arrogance by patronizing those considered inferior Robotics Rule book Runaround

GUEST VS. CUSTOMER What is the difference? What term should we use in this industry? Why? If we treat customers like guests we are more likely to exceed their expectations.

THE ACCOMMODATION BUSINESS 6

THE ACCOMMODATION BUSINESS Hotel Development and Ownership New Hotel Construction Classification of Accommodations Types and Locations 7

HOTEL DEVELOPMENT AND OWNERSHIP Franchising and management contracts are the two main driving forces in the development and operation of the hotel business 8

FRANCHISING Began in 1907 by The Ritz Carlton A concept that allows a company to use other peoples’ money for growth rather than financing Franchising is used to rapidly expand businesses The franchisee is granted the rights to use trademarks, operating procedures, and other business procedures Fees for lodging are generally 3– 4% of room revenue 9

FRANCHISING Benefits to the franchisee: … … … Standard set of plans National advertising Centralized reservation system Participation in volume discounts Listing in franchisor’s directory Lower fee percentage charged by credit card companies Drawbacks to the franchisee: … High fees … Central reservation system accounts for about 17– 26% of reservations … Conformity … Must maintain standards 10

FRANCHISING Pros and cons for franchise company/franchisor Pros: Cons: Increased market share and recognition Up-front fees Careful in selection of franchisees Difficulty maintaining standards and controls How might franchising involve you? You may: … Work directly for a franchisor. … Work for a franchisee. … Own a franchise yourself! 11

MANAGEMENT CONTRACTS Responsible for the hotel industry’s rapid boom since the 1970 s Little or no up-front financing or equity involved Provides operational expertise, marketing, and sales clout, often in the form of a centralized reservation system (CRS) Allows the hotel company to manage the property for a period of 5, 10, or 20 years The company receives a management fee (a percent of gross and/or net operating profit —usually 2– 4. 5% of gross revenues) 12

THE ECONOMICS OF THE HOTEL BUSINESS Hotel construction times can range from about one year to close to three years As a result, markets can change during this construction period and new hotel constructions can occur Also, complications can occur such as environmental concerns, historic regulations, and development issues 13

CONSTRUCTION TIMES Economy hotels – 407 days Midscale without F & B – 479 days Midscale with F & B – 553 days Upscale – 655 days Upper Scale – 994 days 14

CLASSIFICATION OF ACCOMMODATIONS Canadian lodging industry consists of approx 8356 hotels and motels U. S. lodging industry consists of 46, 000 hotels and motels Over 10, 000 public campgrounds in North America 15

TYPES AND LOCATIONS OF ACCOMMODATIONS City center: … Meets the needs of the traveling public for business or leisure reasons Resort: … Inclusive and diversified in accommodations 16

TYPES AND LOCATIONS OF ACCOMMODATIONS Airport: … Guest mix consists of business, group, and leisure travelers; generally full-service Freeway hotel and motel: … A convenient place to stay, reasonably priced, and with few frills 17

TYPES AND LOCATIONS OF ACCOMMODATIONS Casino: … Coming into the financial mainstream; casinos make more money from the gaming than from the rooms Convention: … Provides facilities and meets the needs of groups attending and holding conventions 18

TYPES AND LOCATIONS OF ACCOMMODATIONS Hostel: … Budget oriented, sociable accommodation where guests can rent a bed, usually a bunk bed, in a dormitory and share a bathroom, lounge and sometimes a kitchen Campgrounds: … Consists typically of open pieces of ground where a camper can pitch a tent or park a camper 19

TYPES AND LOCATIONS OF ACCOMMODATIONS Full-Service: … Offers a wide range of facilities, services, and amenities Economy/Budget (Select Service): … Reasonably sized and furnished rooms without the frills Boutique: … Unique architecture, style, decor, and smaller in size Extended-Stay: … Majority of guests are long term Mixed-Use: … Hotel that may also have residences Bed & Breakfast: … Accommodations with the owner, who lives on the premises or nearby, providing a clean, attractive accommodation and breakfast 20

UNUSUAL HOTELS The Treetops Hotel in one of Kenya’s wild animal parks —literally in the treetops The Ice Hotel—built from scratch on an annual basis with a completely new design, new suites, and new departments The Underwater Hotel in Istanbul 21

VACATION OWNERSHIP Began in the French Alps during the late 1960 s Fastest growing segment of U. S. travel and tourism industry For a one-time purchase price and payment of a yearly maintenance fee, purchasers own their vacation either in perpetuity (forever) or for a predetermined number of years 22

VACATION OWNERSHIP Vacation clubs, or point-based programs, provide the flexible use of accommodations in multiple resort locations Members purchase points that represent either a travel-and-use membership or a deed real estate product Points are then used like money to purchase accommodations 23

WEEKLY ASSIGNMENT Explain the difference between the Forbes Star Rating system and the AAA/CAA Diamond rating system. What are the major differences between each level for both rating systems (ie. * to ******) 24

HOTEL OPERATIONS Function of a Hotel Role of the Hotel General Manager Executive Committee Rooms Division Property Management Systems Guest Reservation Systems Reservations Communications Guest Services/Uniformed Services Concierge Housekeeping Security/Loss Prevention 25

WHAT ARE THE FUNCTIONS OF A HOTEL? Provide lodging accommodations Revenue centers Cost centers Serve and enrich society Create profit for the owners 26

WHAT IS THE ROLE OF A GENERAL MANAGER? Provide owners with a reasonable return on investment Keep guests and employees happy Responsible for performance of hotel and employees Accountable for the hotel’s level of profitability 27

WHAT IS THE EXECUTIVE COMMITTEE? Makes all the major decisions affecting the hotel Made up of key associates who head major departments: … General Manager … Director of Human Resources … Director of Food & Beverage … Director of Rooms Division … Director of Marketing & Sales … Director of Engineering … Director of Accounting 28

EXECUTIVE COMMITTEE 29

GUEST CYCLE 30

ROOMS DIVISION Departments: … Front office … Guest services … Communications … Concierge … Reservations … Housekeeping … Security 31

FRONT OFFICE Front Office Manager: … Enhance guest services by developing to exceed guest needs Guest Service Associate: … Greet guests as they arrive at the hotel … Escort them to the front desk … Personally allocate the room … Take the guest and luggage to the room 32

FRONT DESK The hub or nerve center of the hotel Responsibilities: … To sell and up-sell rooms … Check guests in … To maintain balanced guest accounts … To offer services such as handling mail, faxes, messages, and local and hotel information … Take care of the guest!!! 33

NIGHT AUDITOR Posts charges Closes the books on a daily basis Balances guest accounts Completes daily reports 34

PROPERTY MANAGEMENT SYSTEMS Center of information processing Relates to front and back office activities Examples of applications: … Room management … Guest accounting … Check in services … Information sharing … Internet access 35

RESERVATIONS Department is headed by the reservations manager Desired outcome of the reservations department is to exceed guest expectations when they make reservations Confirmed reservations are made with sufficient time for a confirmation slip to be returned to the client Guaranteed reservations are given when the person making the reservation wishes to ensure that the reservation will be held 36

COMMUNICATIONS (PBX) Management of in-house, guest communications, and emergency center Profit center: Hotels generally add a 50% charge to all longdistance calls placed from guest rooms 37

GUEST/UNIFORMED SERVICES Uniformed staff is headed by a guest services manager Consists of door attendants, bell persons, and the concierge 38

WHAT IS A CONCIERGE? Elevates property’s marketable value Typically in a upscale or luxury hotel Handles guest needs Should have knowledge of the city Many speak several languages Assists guests with restaurant reservations, directions, tickets to shows, etc. Clefs D’or They make it happen!

HOUSEKEEPING Largest department in terms of people Executive Housekeeper duties: … Leadership of people, equipment, and supplies … Cleanliness and servicing the guest rooms and public areas … Operating the department according to financial guidelines … Keeping records

SECURITY AND LOSS PREVENTION Providing guest safety and loss prevention Includes: Security officers Equipment (i. e. , smoke alarms, key cards, etc. ) Safety procedures Identification procedures