Professional Documents
Culture Documents
Hospitality and Tourism
Hospitality and Tourism
Hospitality and Tourism
Business
Chapter 4
Chapter Objectives
Identify the types of hotel classifications.
Differentiate between business and leisure
guests.
Explain the importance of yield management.
Identify the front-office positions in the rooms
division of a hotel.
Describe the guest services in the hotel industry.
Identify the support-staff positions in the back
house of a hotel.
3
Lodging Businesses
According to the American Hotel and Lodging
Association, the United States has more than
47,040 properties, generating 2 million jobs and
$102.6 billion in sales.
Section 4.1
Classification of Facility
Lodging classification is based on four factors:
Guest
Guest
type
type
Section 4.1
Price
Price
Location
Location
Style
Style and
and
function
function
Classification of Facility
Guest
Type
Price
Location
Style and
Function
Business
Business
Budget
Budget
Resorts
Resorts
All
All suite
suite
Leisure
Leisure
Midprice
Midprice
Airport
Airport
Extended
Extended stay
stay
Upscale
Upscale
Highway
Highway
Bed-and-Breakfast
Bed-and-Breakfast
(B&Bs)
(B&Bs)
Downtown
Downtown
Spas
Spas
Conference
Conference
centers
centers
Boutique
Boutique
Vacation
Vacation
Properties
Properties
Retreat
Retreat centers
centers
Section 4.1
Classification of Facility
The four categories of guest
travel type or stay are:
Walk-in guest
Transient guest
Corporate guest
Group guest
Section 4.1
transient guest an
individual traveler with
a reservation, staying
in a hospitality property
for a maximum of 30
consecutive days
Classification of Facility
The price of a room is based on a number
of factors:
Location of property
Location of room
Amenities
Length of stay
Section 4.1
Season
Types of guest
Meals
Classification of Facility
Meal plan types include:
Classification of Facility
Hotels use yield
management to help
maximize revenue.
Section 4.1
yield management a
system of maximizing
revenue through adjusting
room rates according to
demand
10
Classification of Facility
Calculation tools used in
yield management are:
Average daily rate
(ADR)
Section 4.1
11
Classification of Facility
Calculation tools used in
yield management are:
Occupancy percentage
(OCC%)
Section 4.1
occupancy percentage
(OCC%) a percentage
calculated daily and based
on the number of rooms
sold as a percentage of
the total number of rooms
available
12
Classification of Facility
Calculation tools used in
yield management are:
Revenue per available
room (revPAR)
Section 4.1
13
Section 4.1
14
4.1
1.
2.
3.
Section 4.1
15
Hotel Organization
The general manager of a
hotel is responsible for
both front-of-the-house
and back-of-the-house
operations.
Section 4.2
16
Section 4.2
17
Section 4.2
Maintaining
Maintaining
accounts
accounts
Providing
Providing
guest
guest services
services
18
Section 4.2
19
Section 4.2
20
Section 4.2
21
Section 4.2
22
Section 4.2
23
Section 4.2
24
Section 4.2
guests or uniformed
services staff members
in uniforms, including the
bell staff, valet, security
officers, concierge, and
door or garage attendants
25
Section 4.2
26
Section 4.2
27
Systemwide Departments
Larger hotels maintain centralized systems for
groups of units.
Employees are classified as line employees and
staff employees.
Line employees are in daily
contact with guests.
Section 4.2
28
Support Staff
Support staff in the back of the house include:
Engineers
Groundskeepers
Attendants
Sales and marketing staff
Human resources staff
Section 4.2
29
Support Staff
Engineers
Groundskeepers
Attendants
Sales and
Marketing
Human
Resources
Section 4.2
30
Support Staff
The sales force of a lodging business may
include different types of sales personnel:
Sales representatives
Technical-support staff
Sales assistants
Telemarketers
Section 4.2
31
Hotel Staffing
Food & Beverage
General
Manager
Food & Beverage
Restaurant
Section 4.2
Lounge
Banquet
Room
Service
Kitchen
32
Hotel Staffing
Front Office
General
Manager
Front Office
Uniformed
Staff
Reservations
Front Desk
Housekeeping
Concierge
Reservations
Manager
FD Manager
Executive
Housekeeper
Door Attendants
Asst. FD Mgr.
Bell Captain
FD Clerk
Security
Guest Service
Agent
Security
Inspectors
Room
Attendants
Laundry
PBX Operator
Night Auditor
Section 4.2
33
Hotel Staffing
General
Manager
Support Staff
Support Staff
Marketing
Accounting
Human
Resources
Engineering
Sales
Marketing
Section 4.2
34
Hotels Online
Hotels.com
rooms
at over
hotels throughout
the
Operatingbooks
an e-tail
business
on4,500
an electronic
channelthe
Webcan
costly,
due to
design,have
delivery,
and
world.
Similar be
hotel
booking
services
madereturns,
it easier
and
operating
expenses.
cheaper
for travelers
to find accommodations. These Web
sites feature photos and descriptions of rooms and amenities.
Though
Manyhelp
larger
dot-com
companies
crashed
thecan
Rating
systems
guests
know
the level of
quality in
they
1990s,
storesdestination.
like Harris Cyclery of West Newton,
expect
in asmall
particular
Massachusetts, actually increase sales using a basic Web
site. reservation
Today, a third
of Harriss
business
rides
in on
Online
services
also bicycle
save travelers
the
hassle
of
the Web
to get hard-to-find
parts and
personallanguages
service.
calling
and booking
overseas rooms
in different
and time zones.
Describe an e-businesss home page to your class after
viewing one through marketingseries.glencoe.com.
For more information, go to marketingseries.glencoe.com.
Section 4.2
35
4.2
36
Checking Concepts
1. Name the factors used to
classify lodging facilities.
2. List the categories used
to describe types of
guests by type of stay.
3. Describe a business
guest.
continued
1. Categories
2.
3.
Business
The
factors
guests
used
used to
to
categorize
describe
are
thoseguests
traveling
lodging
by
facilities
type
for
business
of stay
are are
guest
type, price,
business
purposes.
and
location,guests.
leisure
and style
of service, and
function.
37
Checking Concepts
4. Identify three rates
hotels use for yield
management.
5. Identify properties by
type of style and function.
6. List three positions in the
rooms division.
continued
Rates
used forin
yield
4. Properties
5.
6.
The
positions
the
management
are
identified
rooms
division
by style
are
average
daily
rate
and function
front-office
jobs
are
atall(ADR),
occupancy
suitefront
the
facilities,
desk, in
percentage
(OCC
extended-stay
reservations,
%),
and revenue
per
facilities,
housekeeping,
bed-andavailable
breakfasts,
guest
androom
spas,
(RevPAR).
boutique hotels,
uniformed
vacation properties,
services,
and
and retreat centers.
communications.
38
Checking Concepts
7. Name the staff in
uniformed services.
Critical Thinking
8. Discuss the importance
of the sales and
marketing staff in the
back-of-the-house
lodging operations.
The importance
of
7. Staff
8.
in uniformed
the
sales includes
and
services
marketing
staff is
bell staff, valet
that
persuade
staff,they
concierge,
guests
to staystaff.
at a
and security
particular property
or chain. Accept all
reasonable answers
that demonstrate an
understanding of
sales and
marketing.
39
End of
The Hotel
Business
41