HOTEL PROPERTIES MANAGEMENT -

SPEC: HOTEL BUSINESS

TRB5SE11TR-Z19
LECTURE: 2020-10-06
PREPARED BY EWA KOSSAKOWSKA
E-MAIL: E.KOSSAKOWSKA@VISTULA.EDU.PL

Vistula School of Hospitality

University of global opportunities 1
 HOTEL PROPERTIES MANAGEMENT –
SPEC: HOTEL BUSINESS TRB5SE11TR-Z19
2

PLAN OF LECTURES FOR 2020/2021

ON TUESDAYS: 06.10.2020 – 24.11.2020 – “W” (20)
10:10 – 12:05
&
01.12.2020, 08.12.2020, 15.12.2020, 12.01.2020 – “C” (10)
10:10 – 12:05

THE MEETINGS WILL BE ORGANISED VIA TEAMS APPLICATION EVERY

TUESDAY FROM 10:10 UNTIL 12:05, BETWEEN 06.10.2020 AND 15.12.2020.
LAST MEETING HAS BEEN SCHEDULED FOR 12.01.2021 – TEST EXAM!
PLEASE JOIN OUR MEETINGS ON TIME. THANK YOU.
Vistula School of Hospitality
University of global opportunities
 HOTEL PROPERTIES MANAGEMENT
3

PLAN OF LECTURES FOR 2020/2021

 FUNDAMENTALS OF HOSPITALITY INDUSTRY

 COMMUNICATION WITH GUESTS
 COMMUNICATION WITH STAFF
 HOW TO SET UP HOTEL AND PLAN ITS INFRASTRUCTURE?
 CHAIN & INDEPENDENT HOTELS, OPERATOR SEARCH
 FF&E (FURNITURE, FIXTURES & EQUIPMENT) IN HOTEL
 SAFETY SYSTEMS & CLEAN PROCEDURES IN HOTEL
 TECHNOLOGY IN HOTEL

Vistula School of Hospitality

University of global opportunities
4
HOTEL PROPERTIES MANAGEMENT
PLAN OF LECTURES FOR 2020/2021 (continued)
 MARKET STUDY INCL. SWOT ANALYSIS, BUSINESS PLAN
 PRE-OPENING PHASE OF THE HOTEL
 STAFF RECRUITING, ORGANIZATIONAL CHART, JOB
DESCRIPTION, STAFF TRAININGS, EMPLOYEE’S HANDBOOK
 HOTEL’S DEPARTMENTS & SOPS
 MARKETING & PR (ADVERTISING OFFLINE & ONLINE, IN-HOUSE
MARKETING)
 DISTRIBUTION OF RESERVATIONS, BOOKING ENGINES,
CHANNEL MANAGEMENT
• PRICING POLICY & REVENUE MANAGEMENT
Vistula School of Hospitality
University of global opportunities
5
HOTEL PROPERTIES MANAGEMENT
PLAN OF LECTURES FOR 2020/2021 (continued)

 WEBSITE & SOCIAL MEDIA

 OPENING & POST-OPENING ACTIVITIES
 CUSTOMER JOURNEY & REVIEW MANAGEMENT
 HOTEL’S QUALITY EVALUATIONS (INFRASTRUCTURE &
SERVICE) & LOYALTY PROGRAMS
 ACCOUNTING & SUPPLIERS
 CORPORATE SOCIAL RESPONSIBILITY
 GDPR
Vistula School of Hospitality
University of global opportunities
 HOTEL PROPERTIES MANAGEMENT
6

PLAN OF EXERCISES FOR 2020/2021

 SWOT ANALYSIS & USP – (HOTEL + COMP. SET)

 FRONT OFFICE & HOUSEKEEPING – DEPARTMENT’S
ORGANIZATIONAL CHART, JOB DESCRIPTION, SOPs
 FOOD & BEVERAGE, CONFERENCE & BANQUETING AND LEISURE
DEPARTMENTS – DEPARTMENT’S ORGANIZATIONAL CHART,
JOB DESCRIPTION, SOPs
 S&M, RESERVATIONS AND REVENUE DEPARTMENTS’
ORGANIZATIONAL CHART, JOB DESCRIPTION, SOPs
 HOTEL REPORTING
Vistula School of Hospitality
University of global opportunities
 HOTEL PROPERTIES MANAGEMENT
7
CONDITIONS FOR PASSING THE CLASSES 2020/2021
TRB5SE11TR-Z19

50% - ATTENDANCE TO CLASSES (LECTURES AND EXERCISES), SUBMITTING

REQUIRED TASKS & HOMEWORKS VIA PLATON APP.

50% - PASSING THE EXAM (IN WRITING) - TEST INCL. SINGLE OR MULTIPLE
CHOICE AND OPEN QUESTIONS.

A NECESSARY CONDITION TO PASS THE COURSE IS TO PASS THE EXERCISES

& EXAM AT THE GRADE OF AT LEAST 3,0 (SUFFICIENT)

Vistula School of Hospitality

University of global opportunities
8
HOTEL PROPERTIES MANAGEMENT

 FUNDAMENTALS OF HOSPITALITY INDUSTRY

Vistula School of Hospitality

University of global opportunities
9
HOTEL PROPERTIES MANAGEMENT
„DNA” OF HOSPITALITY
THE PERSON IN THE CENTER OF ATTENTION
 TREAT HOTEL GUEST AS YOUR OWN GUEST
 PROVIDE EXCELLENT SERVICE TO THE GUEST
 SATISFIED GUEST BECOMES LOYAL GUEST
 CREATE EXCELLENT HOSPITALITY GUEST EXPERIENCE
 HAVE GREAT MANAGEMENT & STAFF (COMPETENT &
MOTIVATED STAFF ON LONG TERM BASIS)
HAVE GREAT & UNIQUE PRODUCT & OFFERING
“We are what we repeatedly do. Excellence, then, is not an act, but a
habit”- Aristotle
Vistula School of Hospitality
University of global opportunities
10
HOTEL PROPERTIES MANAGEMENT
 EXCELLENT CUSTOMER SERVICE
 GUEST SERVICE (ASSISTANCE & ADVICE) EXCELLENT OR GOOD?
 SATISFIED OR HIGHLY SATISFIED GUESTS?
 GREAT OR GOOD COMMUNICATION?
 REAL TRUE HOSPITALITY OR PRETENDED HOSPITALITY?
 WHO IS MY GUEST?
 BUSINESS OR LEISURE?
 INDIVIDUAL OR GROUP?
 ARE MY GUESTS SAFE STAYING WITH MY HOTEL?
Vistula School of Hospitality
University of global opportunities
11
HOTEL PROPERTIES MANAGEMENT

 COMMUNICATION WITH GUESTS

Vistula School of Hospitality

University of global opportunities
12
HOTEL PROPERTIES MANAGEMENT

 FOCUS ON DELIVERING EXCELLENT & EXCEPTIONAL SERVICE TO OUR

GUESTS
 THE GUESTS EXPECT REAL TRUE HOSPITALITY & UNIQUE EXPERIENCE
 TREAT THE GUESTS VISITING YOUR HOTEL AS YOUR OWN GUESTS
VISITING YOUR HOME
 KEEP YOUR PROMISES
 PROBLEM RESOLUTION – TAKE IMMEDIATE ACTIONS TO SERVE THE
GUESTS AND RESOLVE THE ISSUES
 SET UP COMMUNICATION PROCEDURE „ONE CALL CONTACT”
Vistula School of Hospitality
University of global opportunities
13
HOTEL PROPERTIES MANAGEMENT
PHONE CALLS, E-MAILS & F2F MEETINGS & ONLINE MEETINGS
WITH:
 KEY ACCOUNTS INCL. CORPORATE ACCOUNTS, MEGA
CONSORTIA, BTAs, ASSOCIATIONS, CHAMBERS OF COMMERCE,
GOVERNMENT UNITS etc.
 WHOLESALERS & TOUR OPERATORS
 OTAs
 INDIVIDUAL GUESTS
 EVENT ORGANIZER – THE CLIENT
 EVENT SUPPLIERS & CO-ORGANIZERS
 HOTEL SUPPLIERS
Vistula School of Hospitality
University of global opportunities
14
HOTEL PROPERTIES MANAGEMENT

 COMMUNICATION WITH STAFF

Vistula School of Hospitality

University of global opportunities
 HOTEL PROPERTIES MANAGEMENT
15
 KEEP GREAT COMMUNICATION
 COMMUNICATE OPENLY, LISTEN ACTIVELY, ASK QUESTIONS
 VERBAL & NON-VERBAL COMMUNICATION (BODY LANGUAGE,
TONE OF VOICE, EMOTIONS)
 USE: „YES”, „I CAN”, „FOR SURE”, „OF COURSE” ETC.
 AVOID NEGATIVE RESPONSE USING: „PROBLEM”, „NO”,
„UNABLE”, „NO IDEA” etc.
 KEEP YOUR PROMISES
 BE HELPFUL TO YOUR COLLEAGUES

Vistula School of Hospitality

University of global opportunities
16
HOTEL PROPERTIES MANAGEMENT
AIM – TO CONDUCT EXCELLENT COMMUNICATION BETWEEN
VARIOUS HOTEL’S DEPARTMENTS AND OFFER EXCELLENT SERVICE
TO THE GUESTS
 GM BRIEF
 DEPARTMENT’S BRIEFs & MEETINGS INCL. FRONT OFFICE, HK,
RESERVATIONS, S&M, F&B, C&B and others
 REVENUE MEETING, „BEO” MEETING
 PMS | RESERVATION SYSTEMS | CRM
 ONLINE MEETINGS
 E-MAIL
 PHONE
Vistula School of Hospitality
University of global opportunities
17
HOTEL PROPERTIES MANAGEMENT

 HOW TO SET UP HOTEL AND PLAN ITS INFRASTRUCTURE?

Vistula School of Hospitality

University of global opportunities
 HOTEL PROPERTIES MANAGEMENT
18
 INVESTOR & INITIAL INVESTMENT (HOTEL PLOT WITH LAND USE PLAN)
 FEASIBILITY STUDY INCL. MARKET STUDY, CONCEPT & FINANCIAL
PROJECTIONS INCL. BUSINESS PLAN
 TYPE OF THE HOTEL, NUMBER OF ROOMS, NUMBER OF RESTAURANTS &
F&B OUTLETS, MICE & LEISURE FACILITIES
 BRANDED HOTEL OR NON-BRANDED, INT’L OR NATIONAL CHAIN?
 SEARCH FOR BRAND OPERATOR OR MAKE DECISION OF NON-BRANDED
HOTEL
 CHOOSE HOTEL’S NAME & REGISTER WWW DOMAIN & SOCIAL MEDIA
 INITIAL ARCHITECT DESIGN & FINAL ARCHITECT DESIGN

Vistula School of Hospitality

University of global opportunities
19 HOTEL PROPERTIES MANAGEMENT

 SELECTION OF HOTEL DEVELOPER | CONSTRUCTION COMPANY

 APPROVAL OF CONSTRUCTION PLANS AND ALL NECESSARY PERMITS
TO START CONSTRUCTION
 HOTEL CONSTRUCTION TIME (MINIMUM 24 MONTHS DEPENDS ON
MANY VARIABLE FACTORS INCLUDING HOTEL TYPE & SIZE,
FINANCING, WEATHER CONDITIONS ETC.)
 RECRUITMENT OF GENERAL MANAGER AT LEAST 12 MONTHS BEFORE
SCHEDULED HOTEL’S OPENING

Vistula School of Hospitality

University of global opportunities
20 HOTEL PROPERTIES MANAGEMENT
 SELECTION, ORDERING & PURCHASING OF FACILITY EQUIPMENT, FF&E
 CREATE HOTEL’S WEBSITE & UPLOAD HOTEL AT SOCIAL MEDIA
 RECRUITMENT OF HEADS OF HOTEL’S DEPARTMENTS
 MAKE FINAL DECISION RELATED TO PURCHASING OF PROPERTY
MANAGEMENT SYSTEM (PMS), BOOKING ENGINES AND ACCOUNTING
SYSTEM
 PREPARE DETAILED PRE-OPENING MARKETING PLAN
 PREPARE PRICING STRATEGY
 PREPARE BUSINESS PLAN FOR 3 YEARS
 PREPARE SOPs & JOB DESCRIPTIONS FOR HOTEL STAFF
Vistula School of Hospitality
University of global opportunities
21 HOTEL PROPERTIES MANAGEMENT
 SET UP INITIAL REPORTING SYSTEM IN PRE-OPENING PHASE
 HOTEL STAFF RECRUITMENT CONDUCTED BY HR MANAGER AND
HEADS OF DEPARTMENTS
 HOTEL STAFF EMPLOYMENT & INTRODUCTION TRAININGS INCL.
FIRE, FIRST AID, WORK SAFETY, CLEAN SAFETY TRAININGS
 HOTEL SYSTEMS IMPLEMENTATIONS & STAFF TRAININGS
 SET UP OF PMS AND OTHER DISTRIBUTION CHANNELS
 UPDATE HOTEL WEBSITE & SOCIAL MEDIA ON REGULAR BASIS

Vistula School of Hospitality

University of global opportunities
22
HOTEL PROPERTIES MANAGEMENT
 START CONTRACTING BUSINESS TO YOUR HOTEL AT LEAST 12
MONTHS BEFORE SCHEDULED OPENING
 PROMOTION OF THE HOTEL IN PRE-OPENING PHASE
 CONTRACT SUPPLIERS FOR YOUR HOTEL
 CONTRACT SERVICE COMPANIES TO YOUR HOTEL (INCL.
CREDIT CARD TRANSACTIONS)
 PREPARE SOFT-OPENING PLAN
 TEST CHECK-IN/CHECK-OUT FOR THE GUESTS
 OPEN HOTEL TO THE PUBLIC AFTER RECEIVING OF ALL
NECESSARY PERMITS TO RUN HOTEL BUSINESS OPERATIONS

Vistula School of Hospitality

University of global opportunities
23
HOTEL PROPERTIES MANAGEMENT
HOTEL’S DEPARTMENTS
1. ROOMS DIVISION INCL. FRONT OFFICE | CONCIERGE | PORTERS
2. HOUSEKEEPING INCL. LAUNDRY
3. RESERVATIONS | REVENUE MANGEMENT | CHANNEL MANAGEMENT
4. F&B | FOOD & BEVERAGE INCL. KITCHEN
5. C&B | CONFERENCE & BANQUETING
6. S&M | SALES & MARKETING INCL. WEB ADMIN & SOCIAL MEDIA ADMIN
7. PR | PUBLIC RELATIONS | GUEST RELATIONS
8. ADMINISTRATION & GENERAL INCL. ACCOUNTING & HR
9. IT & TECHNOLOGY
10.TECHNICAL MAINTENANCE
11.SPA & WELLNESS, FITNESS & SPORT CENTER
12.SECURITY
13.OTHER LEISURE DEPARTMENTS DEPENDING ON COMPLEXITY OF SERVICES
PROVIDED BY HOTEL
Vistula School of Hospitality
University of global opportunities
 THANK YOU!

Ewa Kossakowska
E-mail: e.kossakowska@vistula.edu.pl

More on: Vistula School of Hospitality

3 Stokłosy St.
Vistula School of Hospitality
www.vistulahospitality.edu.pl
University of global opportunities
02-787 Warsaw, Poland
24