NAME:
Raysa Grullart Hungría
The present work is preparing to complete the program education of CPH&T to
obtain the certification of General Direction “All Inclusive” Hotels.
INTRODUCTION .......................................................................................................................................5
WRITE A BRIEF SUMMARY OF THE HISTORY OF THE INDUSTRY LODGING .........................6
IDENTIFY TYPES OF HOTELS, USING PROPER TERMINOLOGY, AND DISTINGUISH
BETWEEN PLAN AND CLASSES. ..............................................................................................................7
DEFINITION OF HOTEL ...................................................................................................................................7
EXTENDED-STAY HOTEL ................................................................................................................................7
LODGING .......................................................................................................................................................8
MOM AND POP ...............................................................................................................................................8
BED AND BREAKFAST ....................................................................................................................................9
BOUTIQUE HOTEL ........................................................................................................................................10
GREAT ROOM ..............................................................................................................................................10
STANDARDIZATION......................................................................................................................................11
"FIVE STAR HOTEL" ....................................................................................................................................12
GENERAL MEANING OF RATING BY STARS .....................................................................................13
CONVENTION CENTRE .................................................................................................................................13
TRADE CONVENTIONS .................................................................................................................................14
MEETING ROOM ..........................................................................................................................................14
COMMERCIAL HOTEL ..................................................................................................................................14
RESIDENTIONAL HOTEL ...............................................................................................................................15
TYPES OF RESORTS ......................................................................................................................................15
DESTINATION RESORT .................................................................................................................................15
LUXURY RESORTS .......................................................................................................................................15
PROS AND CONS OF ALL-INCLUSIVE RESORTS ..............................................................................16
AMERICAN HOTEL & MOTEL ASSOCIATION (AH&MA) ...............................................................17
3- EXPLAIN THE RATING SYSTEMS MOST USED WORLDWIDE .................................................17
THERE ARE NUMEROUS VARIATIONS AND PERMUTATIONS DEPEND OF FOLLOWING
ASPECT: ........................................................................................................................................................18
HOW TO DETERMINE THE RATE IN HOSTELRY: ...........................................................................18
4- DESCRIBE THE CYCLE THAT DICTATES THE ECONOMIC UPS AND DOWNS OF THE
HOTEL INDUSTRY. ....................................................................................................................................19
5- AT WHAT STAGE OF THE CYCLE IS THE CYCLE IS THE HOTEL INDUSTRY
CURRENTLY IN? HOW DO YOU KNOW THAT. .................................................................................19
VOCABULARY.............................................................................................................................................20
PERCENTAGE OF OCCUPANCY ......................................................................................................................20
CLASS ..........................................................................................................................................................20
FULL SERVICE .............................................................................................................................................20
TYPE ............................................................................................................................................................21
EUROPEAN PLAN (EP...................................................................................................................................21
AMERICAN PLAN (AP).................................................................................................................................21
MODIFIED AMERICAN PLAN (MAP) ............................................................................................................21
CONTINENTAL PLAN ....................................................................................................................................21
BED AND BOARD .........................................................................................................................................22
DEMI-PENSION .............................................................................................................................................22
CAFE COMPLET ...........................................................................................................................................23
CONTINENTAL BREAKFAST .........................................................................................................................23
GRANDE DAME ............................................................................................................................................23
TERMS OF LODGING ................................................................................................................................24
SEGMENTATION:..........................................................................................................................................24
AMENITY CREEP ..........................................................................................................................................24
CONDOMINIUM ............................................................................................................................................25
NON-RESIDENTIAL CONDOMINIUMS .................................................................................................25
TIMESHARE..................................................................................................................................................25
TYPES AND SIZES OF TIMESHARE UNITS ..................................................................................................26
FRANCHISE ..................................................................................................................................................26
DESCRIBE THE DIFFERENCES AMONG FRANCHISE, COMPANY-OWNED, MANAGEMENT
CONTRACTS, AND MANAGEMENT-LEASE ARRANGEMENTS. ....................................................28
MANAGEMENT CONTRACT ...................................................................................................................28
LEASING ......................................................................................................................................................28
DESCRIBE HOW TO SENSE THE CHANGE IN OPERATIONAL APPROACH AND IN HOSTGUEST RELATIONS WHEN THE HOTEL AND THE GUEST DEAL THROUGH THIRD
PARTIES........................................................................................................................................................29
ROLES ..........................................................................................................................................................29
DESCRIBE THE DIFFERENCES BETWEEN THE HOTEL AS BUSINESS OPERATING AND
THE HOTEL AS A REAL ESTATE INVESTMENT. ..............................................................................30
GENERAL MANAGER ...................................................................................................................................31
HOTEL MANAGER ........................................................................................................................................31
CONCIERGE .................................................................................................................................................31
FRONT OFFICE .............................................................................................................................................31
RESERVATION..............................................................................................................................................31
PROPERTY MANAGEMENT SYSTEM (PMS).......................................................................................32
TYPES OF BEDS ..........................................................................................................................................32
TWIN ...........................................................................................................................................................32
TWIN-DOUBLE .............................................................................................................................................32
QUEEN .........................................................................................................................................................33
KING ............................................................................................................................................................33
HOLLYWOOD BED ........................................................................................................................................33
ROLL-A-WAY BED:.......................................................................................................................................34
STUDIO BED ................................................................................................................................................34
WHEN DOES A MATTRESS NEED REPLACING?...............................................................................................34
BED FRAMES ................................................................................................................................................34
MATTRESS ...................................................................................................................................................35
SOFA BED HIDE-A-BED ................................................................................................................................35
MURPHY BED ..............................................................................................................................................36
FUTON BED .................................................................................................................................................36
INTERNATIONAL MATTRESS SIZES ..............................................................................................................38
INTERNATIONAL MATTRESS SIZES ..............................................................................................................39
STUDIO ROOMS: ........................................................................................................................................40
NAME JOBS WITHIN THE FRONT OFFICE AND DESCRIBE THE DUTIES AND
RESPONSIBILITIES THAT ACCOMPANY EACH JOB.................................................................. - 40 FRONT DESK MANAGER ..........................................................................................................................- 40 SUPERVISOR: ...........................................................................................................................................- 41 NIGHT CLERK: .........................................................................................................................................- 42 RECEPTIONIST: ........................................................................................................................................- 42 FRONT DESK CASHIER .............................................................................................................................- 43 THE LEVEL OF STAFFING AT THE HOTEL HAS TO BE ACCORDING THE GUIDELINES OF
THE HOTEL ENTERPRISE, BUT NORMALLY CAN BE LIKE THIS:......................................... - 44 RESERVATION DEPARTMENT HAS THREE BASIS FUNCTIONS:....................................................................- 45 CENTRAL RESERVATIONS SYSTEM ............................................................................................... - 46 GLOBAL DISTRIBUTION SYSTEM ................................................................................................... - 46 LIST OF GLOBAL DISTRIBUTION SYSTEMS ................................................................................................- 46 -
TRAVEL AGENT .......................................................................................................................................- 47 LAST ROOM AVAILABILITY .....................................................................................................................- 48 OVERRIDES ..............................................................................................................................................- 48 REP (REPRESENTATIVE) ...........................................................................................................................- 48 ASSIGNMENT: SHORT ANSWER ESSAY QUESTION................................................................... - 49 (GLOBAL DISTRIBUTION SYSTEM CHANNELS)......................................................................... - 49 COMMISSIONABLE ...................................................................................................................................- 49 LATE ARRIVAL ........................................................................................................................................- 50 VERY IMPORTANT PERSON (VIP).............................................................................................................- 50 GROUP .....................................................................................................................................................- 50 TOUR GROUP (SEE PACKAGE ...................................................................................................................- 50 HOUSING BUREAU ...................................................................................................................................- 50 FORMULAS ...............................................................................................................................................- 50 SKETCH ORGANIZACIONAL ..........................................................................................................................54
CHECK-IN ....................................................................................................................................................54
CHECK-OUT .................................................................................................................................................54
QUALITY MANAGEMENT (SEE TOTAL QUALITY MANAGEMENT QUALITY ASSURANCE)
.........................................................................................................................................................................54
LATE CHARGE ..............................................................................................................................................55
ACCOUNT RECEIVABLE ...............................................................................................................................55
TRANSIENT LEDGER (SEE GUEST LEDGER).....................................................................................55
GUEST LEDGER............................................................................................................................................56
CITY LEDGER ..............................................................................................................................................56
Introduction
The present data have been elaborated with the intention of
providing the most important information about lodging
history and the principles terms and definition regarding of
hospitality, Guest Services, tasks and functions of From Desk
staff. Some information of this report is based on the module
of Guest Services Management by CPU and Inter-American
University of Puerto Rico.
Other information and definitions was taken from wikipedia
encyclopedia on line, and other ones were translate from
Spanish to English, according the data found in the
manuscript the Hostelry Management by Wilson Morrison.
Write a brief summary of the history of the industry Lodging
According to the historians, the origin
of the lodge is not very clear.
However,
it
believes
that
the
Christian bible cites Christ’s birth in
the first of an early inn. Knowing as
taverns (inns) serviced the travelers
on the roads of the Roman Empire.
Provided services to the relatively
large number of Crusaders between
the
11th
and
13th
centuries.
Commercial travel in Europe was an
outgrowth of British commerce, which carried over to the American
colonies in the 1700’s.
Mass tourism is a modern phenomenon that appears after World War II.
Recently it is continues to grow as political freedom, economic resources,
and social equality extend across the globe. With the large powers at
peace and the economic engine of development running at full steam,
international travel and, therefore the hotel industry are poised for
decades of growth. Estimates abound as to the importance and size of
hotel keeping. Certainly, their economic contribution is critical to the
Global Economy whether as destination for tourism development.
The father of modern mass tourism was Thomas Cook who, on 5 July
1841, organized the first package tour in history, by chartering a train to
take a group of temperance campaigners from Leicester to a rally in
Loughborough, some twenty miles away. There had been railway
excursions before, but this one included entrance to an entertainment
held in private grounds in the price. Cook immediately saw the potential
of a convenient 'off the peg' holiday product in which everything was
included in one cost. He organized packages inclusive of accommodation
for the Great Exhibition, and afterwards pioneered package holidays in
both Britain (particularly in Scotland) and on the European continent
(where Paris and the Alps were the most popular destinations).
He was soon followed by others (the Polytechnic Touring Association,
Dean and Dawson etc.), with the result that the tourist industry
developed rapidly in early Victorian Britain. Initially it was supported by
the growing middle classes, who had time off from their work, and who
could afford the luxury of travel and possibly even staying for periods in
boarding houses.
6
Identify types of hotels, using proper terminology, and
distinguish between plan and classes.
Definition of Hotel
A hotel is an establishment that
provides paid lodging, usually on a
short-term
basis.
Hotels
often
provide a number of additional guest
services such as an accommodation
room’s restaurants, a swimming pool,
childcare, entertainments, services
and facilities, etc. Some hotels have
conference services and meeting
rooms and encourage groups to hold
conventions and meetings at their location.Hotels differ from motels in
that most motels have drive-up, exterior entrances to the rooms, while
hotels tend to have interior entrances to the rooms, which may increase
guests'
safety
and
present
a
more
unmarked
image.
Extended-stay hotel
Extended stay hotels are a type of lodging with features unavailable at
standard hotels. These features are intending to provide more home-like
amenities. There are currently 27 extended stay chains in North America
with at least 7 hotels, representing over 2,000 properties. There is
substantial variation among extended stay hotels with respect to quality
and the amenities that are available. Some of the economy chains attract
clientele who use the hotels as semi-permanent lodging. Occasionally,
these budget establishments can be the scene of criminal activity.
Extended-stay hotels typically have self-serve laundry facilities and offer
discounts for extended stays, beginning at 5 or 7 days. They also have
guestrooms (or "suites") with kitchens. The kitchens include at a
minimum: a sink, a refrigerator (usually full size), a microwave, and a
stovetop. Some kitchens also have dishwashers and conventional ovens.
Extended stay hotels are popular with business travelers on extended
assignments, families in the midst of relocation, and anyone else in need
of temporary housing. Extended stay hotels are also using by travelers
who appreciate the larger space a typical suite provides also extended
stay hotels.
Residence Inn is crediting with popularizing the "extended stay" concept.
The chain was launched in 1975 in Wichita, Kansas by Jack DeBoer, and
acquired by Marriott Corporation in 1987. As of April 2005, there were
over 450 Residence Inn hotels in the United States, Canada and Mexico.
7
Some extended stay Hotels are coming up in United Kingdom and Ireland
as well.
One of today's most popular long term lodging brands came from the
merger of Extended Stay America and Homestead Hotels. Both these
chains were already well established when they combined in 2004 to
become Extended Stay Hotels with over 670 owned and operated
properties nationwide.
Lodging
People who travel and stay away from home for more than a day need
lodging mainly for sleeping. Other purposes are safety, shelter from cold
and rain, having a place to store luggage and being able to take a
shower.
They do that in a hotel, hostel or hostal, a private home (commercially,
i.e. a bed and breakfast or guesthouse place, or non-commercially, with
members of hospitality services or in the home of friends), in a tent,
caravan/camper (often on a campsite). In addition, there are makeshift
solutions.
Sleeping is typically done lying in a bed, or more generally on a soft
surface, such as also an air mattress, a couch, etc. Some trains have
sleeping cars.
Sometimes people sleep sitting, because lying is not possible, e.g. in a
train (if not in a sleeping car), a bus, a seat in a waiting room, a bench
on the street or in a park, etc. Inclinable seats allow something between
sitting and lying. Whether lying on a row of seats is possible and
comfortable depends e.g. on the presence of armrests, and whether they
can be moved up. In some public places, lying would be possible but is
not permitted.
Mom and pop
Small business may be defined as a business with a small number of
employees. The legal definition of "small" often varies by country and
industry, but is generally under 100 employees. These businesses are
normally privately owned corporations, partnerships, or sole
proprietorships.
Small businesses are common in many countries, depending on the
economic system in operation. Typical examples include: small shops,
hairdressers, tradesmen, solicitors, lawyers, accountants, restaurants,
guest houses, photographers, small-scale manufacturing, etc.
8
The smallest businesses, often located in private homes, are called
microbusinesses or SoHos. The term "mom and pop business" is a
common colloquial expression for a single-family operated business
without any
hired labor, e.g., "mom and pop store".
Bed and breakfast
A bed and breakfast, often
referred to as a B&B, is a lodging
typically operated out of a large
single family residence where
guests can be accommodated at
night in private bedrooms (which
may or may not be equipped
with private baths) normally
offer
breakfast, sometimes
Continental and sometimes the
full English variety, is served in
the morning. In Ireland, most B&B’s serve a traditional Irish breakfast
as a point of satisfaction. The business may be operating either as a
Primary occupation or as a secondary source of income, and the staff
often consists of the house's owner(s) and members of their family who
live there.
It is possible for guests to stay more than one night, but in some cases,
they will be expecting to be away from the house during the main part of
the day. This arrangement however is generally found to be convenient,
for many of the more popular B&B’s are located in beach and mountain
areas. Because most B&B’s are small, rarely with room for more than
about 10-15 guests, it is advisable for anyone wanting to stay at a bed
and breakfast to make reservations well in advance of their travel date.
Consultation with a qualified travel agent knowledgeable in this type of
accommodation is recommending; many B&B’s belong to associations,
have a web presence, and are describing various books and travel
guides.
calling micro businesses or Sohos. The term "mom and pop business" is
a common colloquial expression for a single-family operated business
without
any
hired
labor,
e.g.,
"mom
and
pop
store".
9
Boutique hotel
“Boutique Hotel" is a term originating in North America to describe
intimate, usually luxurious or quirky hotel environments. Boutique
hotels differentiate themselves from larger chain or branded hotels by
providing an exceptional and personalized level of accommodation,
services and facilities.
Boutique hotels are furnished in a themed, stylish and/or aspirational
manner. Although usually considerably smaller than a mainstream hotel
(ranging from 3 to 100 guest rooms) boutique hotels are generally
fitted with telephone and wi-fi Internet connections, honesty bars and
often cable/pay TV. 24-hour hotel staff attends to Guest services. Many
boutique hotels have on site dining facilities, and the majority offer
bars and lounges, which may also be open to the public.
Of the total travel market a small percentage are discerning travelers,
who place a high importance on privacy, luxury and service delivery. As
this market is typically corporate travelers, the market segment is nonseasonal, high yielding and repeat, and therefore one which boutique
hotel operators target as their primary source of income
An upscale hotel room in the Renaissance
Hotels chain in the U.S. Chain in the U.S.
Great Room
The term great room denotes a
roomspace within an abode, which
combines the specific functions of
several
of
the
more
traditional
roomspaces (e.g. the family room, the
living room, the study, etc.) into a
10
singular unified space. Different great rooms will combine different
functions, e.g. some may incorporate a reading area, thus bringing the
traditional study function into the scheme of the room, while others may
forego this particular function.
Often the presence of a great room indicates the absence of the
correlative traditional rooms whose functions the great room assumes.
However, this need not always is the case, e.g. the abovementioned
great room with a reading area may be in an abode, which also contains
a separate dedicated study. Importantly, it would seem that the as the
ratio between the two parameters "functions assumed by the great
room" and "rooms whose functions have been assumed which still
survive alongside the great room" decreases, it becomes increasingly
likely that what one is dealing with is less a great room in the standard
sense of the term and more a true reception room in the lineage of
larger estate houses; the implication of this statistical analysis is more
tight-fitting to reality as the magnitude of each parameter increases,
while still respecting the ratio test described supra.
In the most general sense, great rooms are typically found on the lower
level of American multi-story homes built in the second half of the 20th
century.
Standardization
Standardization (sometimes abbreviated s13n in medical circles), in
the context related to technologies and industries, is the process of
establishing a technical standard among competing entities in a market,
where this will bring benefits without hurting competition. It can also be
viewed as a mechanism for optimizing economic use of scarce resources
such as forests, which are threatened by paper manufacture. As an
example, all of Europe now uses 230 volt 50 Hz AC mains grids and GSM
cell phones, and (at least officially) measures lengths in meters.
Common use of the word standard implies that it is a universally agreed
upon set of guidelines for interoperability. However, the plurality of
standards-issuing organizations means that in many cases, a document
purporting to be a "standard" does not necessarily have the support of
many parties. As Andrew S. Tanenbaun said, "The nice thing about
standards is that there are so many to choose from".
In the context of business information exchanges, standardization refers
to the process of developing data exchange standards for specific
business processes using specific syntaxes. These standards are usually
developed in voluntary consensus standards bodies such as the United
Nations Center for Trade Facilitation and Electronic Business
11
(UN/CEFACT) and the Organization for the Advancement of Structured
Information Standards (OASIS).
A standard can be open or not (proprietary).
There are many worldwide standards and drafts (for example, for the
standardization of powercords) developed and maintained by the ISO,
the IEC, and the ITU.
Many specifications that govern the operation and interaction of devices
and software on the Internet are de facto standards. To preserve the
word "standard" as the domain of relatively disinterested bodies such as
ISO, the W3C, for example, publishes "Recommendations", and the IETF
publishes "Requests for Comments" (RFCs). These publications are often
informally referred to as being standards.
Such change will enable
procurement decisions, thus
delayed
making
of
manufacturing
or
Note: the three levels of standardization in ascending order are
compatibility interchangeability, and commonality.
In statistics, standardization refers to conversion to standard scores.
In test theory, standardization refers to measurements or assessments
conducted under exact, specified, and repeatable conditions.
In supply chain management, standardization refers to approaches for
increasing commonality of part, process, product or reducing variability
found
in
having
many
non-standard
components.
"Five Star Hotel"
A front on view of the Hotel Burj-al-Arab Seven Star
An example of one of the hotel suites (Burj-al-Arab).
However, regardless of what public or private agency performs the
classification, the term five star hotel is always associated with the
ultimate Luxury (and, by implication, expense). The lack of
standardization has allowed marketing-driven inflation, with some hotels
12
claiming six stars; the Burj al-Arab markets itself as "the world's
first Seven-Star hotel." Well-established prestige hotels are usually
content to claim the traditional five.
General meaning of rating by stars
The five categories can be describing (loosely) as follows:
•
* (one star) — low budget hotel; inexpensive; may not have maid
service or room service; most people could afford to stay there one or
more nights.
•
** (two stars) — budget hotel; slightly more expensive; usually has
maid service daily.
•
*** (three stars) — middle class hotel; moderately priced; has daily
maid service, room service, and may have dry-cleaning, Internet access,
and a swimming pool.
•
**** (four stars) — first class hotel; expensive (by middle-class
standards); has all of the previously mentioned services; has many
"luxury" services (for example: massages or a health spa).
•
***** (five stars) — luxury hotel; most expensive hotels/resorts in
the world; numerous extras to enhance the quality of the client's stay (for
example: some have private Golf Courses and even a small private
Airport).
The AAA and their affiliated bodies use Diamonds instead of stars to
express hotel and restaurant ratings levels.
Traditional systems rest heavily on the facilities provided, which is often
disadvantageous to smaller hotels whose quality of accommodation could
fall into one class but the lack of an item such as an elevator would
prevent it from reaching a higher categorization.
Convention Centre
A convention, in the sense of a
meeting, is a gathering of individuals
who meet at a pre-arranged place
and time in order to discuss or
engage in some common interest.
The most common conventions are
based upon fandom, industry, and
profession.
13
Trade Conventions
Trade conventions typically focus on a particular industry or industry
segment, and feature keynote speakers, vendor displays, and other
information and activities of interest to the event organizers and
attendees.
Professional conventions
Professional conventions focus on issues of concern to the profession
and advancements in the profession. Such conventions are generally
organized by societies dedicated to promotion of the topic of interest.
Conventions also exist for various hobbies, such as gaming or model
railroads. In the technical sense, a convention is a meeting of delegates
or representatives.
A trade fair (or trade show) is an exhibition organizing so that
companies in a specific industry can showcase and demonstrate their
new products and services. Some trade fairs are open to the public,
while others can only be attended by company representatives
(members of the trade) and members of the press. There are currently
over 2500 trade shows held every year in USA alone.
Trade fairs often involve a considerable marketing investment by
participating companies. Costs include space rental, display design and
construction,
telecommunications
and
networking,
travel,
accommodations, promotional literature, and "give away" items.
Consequently, cities often promote trade shows as a means of economic
development.
Meeting Room
A conference room or meeting room is
a room of various sizes that is used by
companies to hold conferences and
meeting. Hotels also offer conference
rooms.
Commercial Hotel
Typical Four Points by Sheraton hotel
The word hotel derives from the
French hôtel, which referred to a
French version of a townhouse,
not
a
place
offering
accommodation (in contemporary
14
usage, hôtel has the meaning of "hotel", and hôtel particular is used
for the old meaning). The French spelling (with the circumflex) was
once also used in English, but is now rare. The circumflex replaces
the 's' once preceding the 't' in the earlier Hostel spelling, which over
time received a new, but closely related meaning.
The term commercial property includes business property (e.g.
office buildings), industrial property, medical centers, hotels, malls,
retail stores. Commercial property is intended to be operated at a
profit, either from capital gain or from rental income.
Residentional Hotel
This kind a hotel has been converting to a residential condominium.
Resort Hotel
The term resort is sometimes misused to
identify a Hotel that does not meet the
requirements of a resort. However, a hotel
is frequently the central feature of a resort.
Resort is a place used for relaxation or
recreation. As a result, people tend to seek
out a resort for holidays or vacations.
Generally, a resort is distinguished by a
large selection of activities, such as food,
drink, lodging, sports, entertainment, and
shopping.
Types of resorts
Destination Resort
A resort is sometimes calling a destination resort. This is a common
usage when the facility provides food, drink, lodging, sports, entertainment,
and shopping within the facility so that customers have no need to leave the
facility once they arrive. Commonly these facilities are of higher quality than
would be expected if one were to stay at a hotel or eat in a town's
restaurants.
Luxury Resorts
Luxury resort, sometimes referred to as an exclusive resort, is a very
expensive vacation facility, which is fully staffed and has been rated with
five stars. Luxury resorts often boast many visitor activities and
attractions such as golf, watersports, Spa and beauty facilities, skiing,
natural ecology and tranquility. There are luxury resorts all over the world
15
from North American to the Caribbean and South America, from Europe to
Asia, Africa to the Middle East, and the South Pacific to Australia.
A luxury resort is an elite luxury property, which exhibits an exceptionally
high degree of customer service and hospitality. A flawless execution of
guest services will be the resort staff's and managements main concern. A
luxury resort will commonly also feature a superb architectural interior
and exterior design as well as an interesting physical location.
The Interior design will normally be elegant with stylish bedroom decor,
exceptional dining facilities, and manicured landscaping and meticulous
grounds. Luxury resorts will often also be in based in exceptionally
desirable and strategic worldwide locations, from beautiful Tropical Islands,
to snow caked mountains, to scenic lakes and rivers, to exhilarating cities.
The locations will often be famous for featured activities from skiing to golf,
water spots, diving, fishing, sailing and nature walks to glamorous shopping
and nightlife entertainment.
A luxury resort may vary greatly in character, style and theme from resort
to resort. A luxury resort will, however, normally be characterized by a high
level of luxury, sophistication and off course price. Accommodations are first
class, whether they follow a classic and traditional nature or a more
minimalist and modern styling. An unmatched level of comfort will be
available at a luxury resort, as well as many personalized services and
amenities.
Pros and cons of all-inclusive resorts
A frequent critique of all-inclusive resorts is that they do not help the local
economy or that they damage the local environment. People who hold this
view usually cite the fact that most resorts are located in relatively remote
areas away from major local population centers, making it hard for the
people staying there to see any local sights or patronize local business.
They also say that most resorts are owned and run by large multinational
corporations, such as Club Med, Sandals or Hedonism Resorts thus diverting
money away from local companies.
Proponents of all-inclusive resorts point to the fact that these resorts
usually bring large numbers of visitors to the country, who must travel
through local airports and towns to arrive at the resort. They also state that
the resorts provide jobs in areas that are economically impoverished and
away from the major centre.
16
American Hotel & Motel Association (AH&MA)
American Hotel & Motel Association (AH&MA) Creates EBusiness Committee - To Exchange Information and Ideas
Pertinent To E-Business in the Hospitality Industry
AH&MA, founded in 1910, is a federation of state lodging associations
throughout the United States with some 11,000 members worldwide,
representing more than 1.4 million rooms. AH&MA provides operations,
technical, educational, marketing, and communications services plus
governmental affairs representation to the lodging industry.
The American Hotel & Motel Association (AH&MA) has formed an EBusiness Committee to exchange information and ideas pertinent to ebusiness in the hospitality industry. Defined as "the collective business
strategies and business processes influenced or enabled by the Internet
and electronic technologies," e-business is becoming a vital tool that
enables companies to conduct business online.
The committee's primary goals include serving as an informing and
objective resource for information and education on the
topics of hospitality e-business; initiating better decision making on
evolving issues relevant to e-business and enabling Internet and
electronic technologies; disseminating information on e-business through
all appropriate means such as publications, seminars, Web sites,
speeches, articles, think-tanks sessions, and media interviews; serving
as a venue for the exchange of information and ideas; and supporting
AH&MA in legislative efforts applicable to e-business and e-commerce.
"The world of technology continues to evolve rapidly and e-business is
becoming a fundamental part of companies' overall business strategies,"
said Committee Staff Liaison Richard Jackson, AH&MA vice presidentchief information officer. "Through this committee, we will explore the
many possibilities of e-business as well as provide a forum for discussion
and
understanding
among
hospitality
technology
leaders.
3- Explain the rating systems most used worldwide
Characteristics inherent in Hotel to take care:
1- The product is perishable a room not tonight sold tonight is lost
forever
2- The location and product inventory (rooms) are fixed they cannot
be moved as demand patterns change.
17
3- Entry into the business takes large amounts of capital creating
huge fixed costs that necessitate high occupancies to achieve a
break-even level of volume.
4- Activity is seasonal with all the adjunct problems of operating an
ebb and flow business.
There are numerous variations and permutations depend of
following aspect:
•
•
•
•
•
Hotels differ in size as measured in number of rooms,
Category in class of services provided,
Type of hotel depend in purpose of use,
Kind of plan offered meals provided or not.
Cruise lines and conference centers include the full American plan
(All-inclusive).
How to determine the rate in Hostelry:
Average Daily Rate -ADR: permit to the Hotel expressing in dollars and
cents, represents the revenues ability to earn a given level of dollars per
room sold. ADR is measure of room rates actually paid by guests rather
than room rates quoted to them. ADR is obtaining by dividing the total
revenue from all room sales for the period (day, week, month and year)
by the total rooms sold for that period: room sales (dollars), number of
rooms sold. In addition, it has been classify and formalized these
differences into rating systems as a service to travelers. Room rate is
one measure that consumers use to rate hotels, but it serves managers,
owners and lenders equally well. Percentage of occupancy (a ratio of the
number of rooms sold to the number of rooms available) is another
standardized measurement. Outside of the U.S.A, most countries, along
with the international organizations that monitor the business, use a
percentage of bed occupancy a ratio of the number of beds sold to the
number of beds available. The cost and quality of hotels are usually
indicative of the range and type of services available. Due to the
enormous increase in tourism worldwide during the last decades of the
20th century, standards, especially those of smaller establishments, have
improved considerably. For the sake of greater comparability, rating
systems have been introduced, with the one to five stars classification
being most common.
Stars are often using as symbols for classification purposes. In particular,
a set of one to five stars is employing to categorize hotels.
18
4- Describe the cycle that dictates the economic ups and
downs of the hotel industry.
In marketing, a brand is a collection of feelings toward an economic
producer. Feelings are created by the accumulation of experiences with
the brand, both directly relating to its use, and through the influence of
advertising, design, and media commentary. A brand is a symbolic
embodiment of all the information connected to a company, product or
service. A brand serves to create associations and expectations among
products made by a producer. A brand often includes an explicit logo,
fonts, and color schemes, symbols, which are developing to represent
implicit
values,
ideas,
and
even
personality.
The brand, and "branding" and Brand Equity have become increasingly
massive components of culture and the economy, now being described
as "cultural accessories.
The Modern Hotel Industry, the character of the industry is still shaped
by travel and transportation, but other components also impact on the
industry is still shaped by travel and transportation, historically,
transportation dictated the composition of the Inn. Among these are now
methods of marketing and distribution; new approaches to ownership
and finance; and new concepts of management structure and product
delivery. Each impacts on operations, especially that of the front office.
No longer is the norm that of a single guest making a single reservation
directly with the hotel. A host of intermediaries has been interposed
between the guest and the hotel. If for reservations, folio settlements
with credit cards, telephone system, incentive packaging, or whatever,
intermediaries have taken on the hotel’s business. Mass travel and group
business.
5- At what stage of the cycle is the cycle is the hotel industry
currently in? How do you know that?
Conventions and trade shows, which mix group and individual business
reservations, are contrasting to incentive groups and single entity
bookings, purer forms of group business market. Tour and wholesale
packages, the leisure side of group business, emphasize the elasticity of
price and demand. The chapter starts and concludes with a discussion of
segmentation: the shattering of one industry definition into many pieces.
Changes in the hotel product reflect the changing demands of
buyer/guest. Buyers of products expect choice in auto models, choice in
financial instruments, and choice in beers. So too, in lodging, which has
been segmented into categories and subcategories. Segmentation gives
rise to examples of budget, limited service, and hard budget subdivisions
within the economy sector itself one division within an ever-segmenting
industry.
19
One tend seems contradictory to lodging’s segmentation. As whole,
commercial hotels grow more like resorts even as resort hotels mirror
their commercial counterparts. The former add recreational facilities like
Spa’s and running tracks. The latter their operating year by filling the
house with meeting and conventions groups. Simply put: there is no
single definition of a hotel; indeed, nor for industry itself.
I know it, because a Good marketer must be constantly gathering
information about their customers in an effort to better serve them and,
most
importantly,
to
retain
them
as
loyal
customers.
Vocabulary
Percentage of occupancy
The percentage of occupancy, which is a ratio expressing the number of
rooms sold to the number of rooms available for sale, is lodging
industry’s most widely used statistic. Occupancy percentages are
computing over time (daily, weekly, and annually) and over distance
(nationally, locally, and individually). It is important to register, the
dividend
(the number of room sold) and the divisor (the number of rooms
available for sale) must agree in both time and geography.
Other definition, the percentage occupancy is of all rental units as in
hotels are occupying or renting at a given time.
Class
It Determine by different facts: Average Daily Rate (ADR)
Kind of services it be offered and limited service, Rating Systems,
Worldwide, The U.S. Experience.
Class of Service (CoS) is a queue discipline. An algorithm compares fields
of packets or CoS tags to classify packets and to assign to queues of
differing priority.
Full Service
The Full Service is defining as all activities and facilities involved in the
service offering in the Hotel for the customers. Some service managers
use the term "moment of truth" to indicate that defining point in a
specific service encounter and facilities where interactions are most
intense restrictions of carrying stock (inventory) or the need to concern
20
themselves with bulky raw materials. On the other hand, their
investment in expertise does require marketing and upgrading in the
face of competition, which has equally few physical restrictions
In economy and marketing, a service is the non-material equivalent of
a good. Service provision has been defining as an economic activity
that does not result in ownership, and this is what differentiates it from
providing physical goods. It is claimed to be a process that creates
benefits by facilitating a change in customers, a change in their
physical possessions, or a change in their intangible assets.
By supplying some level of skill, ingenuity, and experience, providers of
a service participate in an economy without the
Type
It classify in: Commercial Hotels, Residential Hotel, Extended-Stay
Hotels, Resorts and The Mega rosort.
European Plan (EP)
Plan gets more than it merits. Almost every hotel in the United States and
the vast majority elsewhere operate on European Plan – EP, and only the
European plan. Under the EP, meals if taken in the hotel at
American Plan (AP)
The American plan – AP hotel includes three meals (breakfast, luncheon and
dinner) within the room charge.
Modified American Plan (MAP)
Hotels operating on the modified American plan–MAP change or modify the
number of meals included with the room rate.
Continental Plan
Inter-Continental to Play Key Role in Total Travel Services Plan Hoermann
Says New Owners, Sas And Seibu, Seek To Put Allegis Idea Into Practice
Montvale, N.J. -- Inter-Continental Hotels will play a major role in its new
owners' plan for a total travel services company, according to its president
and chief operating officer, Helmut Hoermann.
21
Hoermann, named to the top spot at Inter-Continental in April, said the Seibu
Saison Group of Japan, "wants to take its travel services global, and InterContinental is a key element in that."
Inter-Continental Sets European Spectacular Plans in 28 Cities
NEW YORK - Inter-Continental Hotels is launching a new program of
European Spectacular packages to make Europe more affordable to leisure
clients and business travelers who want to extend their stays into vacations.
Packages offer rates starting as low as $89 per room, per night, single or
double occupancy, in 37 Inter-Continental hotels in 28 cities throughout both
Western and Eastern Europe.
There is no charge for offspring under 24 staying with parents.
Bed and Board
Westin Hotels & Resorts, a property of White Plains-based Starwood Hotels &
Resorts Worldwide, is celebrating the fifth anniversary of its Heavenly Bed.
From Aug. 30 through Sept. 3, Westin will have a white sale and take $500
off any Heavenly Bed ensemble purchased at www.westin-hotelsathome.com.
Guests who hook Westin's special anniversary packages, which includes
breakfast for two, late check-out.
Other means: Standing ankle-deep in mud in a sodden field somewhere in
Tasmania, trying to cut a goat's horny toenails as it struggled to boot me
back to mainland Australia, was just one of the numerous occasions while
WWOOFing that I had cause to question: 'What the hell am I doing here?'.
WWOOFing " no, it's not just for dogs, stands for Willing Workers On Organic
Farms, an international organization through which travellers exchange a
certain amount of work per day for board and lodging on farms and homes
around the world. For some, it's simply a cheap way to Living off the lamb;
Working on a farm in exchange for bed and board is a great way to meet
'real' people in a country you're visiting. Kathryn Good gets back to nature on
a trip Down Under.(Features).
Demi-pension
Demi- pension noun M20 French. Originally in France and French-speaking
countries: (the price of) bed, breakfast, and one other meal at a hotel, etc.;
half board. The enchanted landscape of the European heart"--that's how
author Lawrence Durrell saw Provence You can bask in the best of the
region's hospitality at this family of inns in Les Baux.
22
Other means:
Provence west of Aix and south of Avignon is marked by lanes of shady plane
trees, scented rows of lavender and fields of sunflowers lazily turning their
plump faces to the sun. Smack in the middle of one of the region's most
breathtaking panoramas--the ruins of the fortified medieval castle and village
of Les Baux-de-Provence on a rocky height--L'Oustau de Baumaniere is an
institution
France is the only country in Europe lucky enough to have a coast on four
seas: the North Sea, the English Channel, the Atlantic Ocean and the
Mediterranean. There are 2200 miles of beaches, from wild and rocky to
civilized and sandy.
Although they are all different, one thing they have in common is the rivalry
of their many attractions for sea-seeking vacationers.
Le Touquet is the most famous of the North Sea beaches. It has everything
you expect of an elegant seaside resort: luxury hotels, comfortable pensions,
and two field’s golf.
Café Complet
Café complet noun phrase plural café’s complets M20 French (literally,
Complete coffee). Is light breakfast including coffee and usually croissants.
Continental Breakfast
Complimentary continental breakfast is an expected amenity in hotels today.
Not only must it be free, it must be good. It's not what you serve but how
you serve it. Attractive presentation is the key. Don't try to woo your guests
with the widest variety. Go for quality, concentrating on doing a few things
well. Avoid hot items unless your hotel has a kitchen and a trained cook.
Know your health department rules. For older hotels without pantries, health
regulations limit what can be served. For hotels with pantries that have a
three-compartment sink.
Grande Dame
The Omni William Penn Hotel, Pittsburgh's Grande Dame, is in the final
stages of a $22 million renovation that has been underway since August
23
2001. This elegant, historic landmark has been owned since February 15,
2001 by Omni Hotels.
According to Lesli Reynolds, general manager of the Omni William Penn
Hotel, "This renovation has been such an exciting project for everyone as we
strive to bring back the elegance and timeless beauty that guests have come
to expect and enjoy in this hotel. Omni's decision to purchases the hotel
branch.
Others means:
Zelma Watson George, Described as "an extraordinary woman," Mrs. George
was the former director of the Cleveland Job Corps Center, from 1966 until
her retirement in 1974. In the early 1970's, President Nixon announced the
closing of a number of Job Corps Centers throughout the country including
the Cleveland branch. Mrs. George.
La Grande Dame is considered by experts as exquisitely rich Champagne that
comes exclusively from the vineyards of Madame Clicquot. It is comprised of
39% Chardonnay from Cote des Blancs and 61% Pinot Noir from Montagne
de Reims and Grande Vallee de la Marne. A brilliant golden color Champagne
that is rich and round on the palate with a subtle freshness and a long noble
finish.
Terms of Lodging
Segmentation:
In lodging, has been segmenting into categories and subcategories. Segmentation
gives rise to examples of budget, limited service, and hard-budget, subdivisions
within the economy sector, itself one division within an even-segmenting industry.
One trend seems contradictory to lodging’s segmentation. As an overall, commercial
hotels grow more as resort hotels mirror their commercial counterparts.
Amenity Creep
In the context of residential Real estate and rentals, amenities are offered by
builders of planned developments as non-monetary benefits to entice prospective
homeowners towards their property, available for sale or even for rent. These
amenities may be in the form of tangible benefits e.g. parks, swimming pools,
health-club facilities, party rooms, bike paths, community centers, doorman,
garage, pet-friendly home, etc. Intangible benefits are "pleasant view", "sun-lit
living room" etc. which add to the living comforts.
24
Real Estate Investment Trust
Real estate, or immovable property, is a legal term (in some jurisdictions) that
encompasses land along with anything permanently affixed to the land, such as
buildings. Real estate (immovable property) is often considered realty), in contrast
with personal property (also sometimes called chattel synonymous with real
property (also sometimes called or personalty). However, for technical purposes,
some people prefer to distinguish real estate, referring to the land and fixtures
themselves, from real property, referring to ownership rights over real estate.
Condominium
A condominium, or condo for short, is a form of housing tenure. It is the legal term
used in the United States and in most provinces of Canada for a type of joint
ownership of real property in which portions of the property are commonly owned
and other portions are individually owned. In Australia and the Canadian province of
British Columbia, the legal term for this is known as strata title. In Québec, it is
known as syndicates of co-ownership. Colloquially, the term "condo" is often used to
refer to the apartment unit itself in place of the term "apartment". This clearly
signifies ownership of the property.
The rules for condominium government or management are established in a
document commonly called a declaration of condominium. The owners and
occupiers of condominiums are subject to rules in the declaration of condominium or
created by the condominium association, such as paying required monthly fees for
maintaining the property's common areas. Condominiums are commonly owned in
fee simple title, but can be owned in ways other real estate can be owned, such as
title held in trust. Owners can typically rent their condominiums to other people to
occupy as tenants, similar to renting out other real estate.
Non-residential condominiums
Condominium ownership is also used, albeit less frequently, for non-residential land
uses like offices, hotel rooms, retail shops, and group housing facilities like
retirement homes or dormitories. The legal structure is the same, and many of the
benefits are similar; for instance, a nonprofit corporation may face a lower tax
liability in an office condominium than in an office rented from a taxable, for-profit
company. However, the frequent turnover of commercial land uses in particular can
make the inflexibility of condominium arrangements problematic.
Timeshare
A timeshare is a form of vacation property ownership. With timeshares, the use and
costs of running the resort are shared among the owners. While the majority of
timeshares are condominium vacation resorts, developers have applied the
timeshare model to houseboats, yachts, campgrounds and motor homes.
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The notion of a timeshare was originally created in Europe in the 1960s. Ski resort
developer in the French Alps innovatively marketed his resort by encouraging guests
to "stop renting a room" and instead "buy the hotel". The developer was successful
in increasing occupancy and the idea spread worldwide. While a useful tool for
many, the timeshare industry has also become a magnet for attracting illegal and
barely
legal
methods
for
the
sale
and
resale
of
property.
Types and sizes of timeshare units
Timeshare properties tend to be apartment-style units ranging in size from studio
units (with room for two) to three and four-bedroom units. These larger units can
comfortably house large families. Timeshare units normally include fully equipped
kitchens with a dining area, dishwasher, televisions, VCRs and more. It is not
uncommon to have washers and dryers either in the unit or easily accessible on
the resort. Kitchens are equipped to the size of the unit, so that a unit that
sleeps four should have at least four glasses, plates, forks, knives, spoons, and
bowls so that all four guests can sit and eat at once.
Timeshare units are usually listing by how many the unit will sleep and how
many the unit will sleep privately.
•
•
Sleeps 2/2 would normally be a one bedroom or studio
Sleeps 6/4 would normally be a two bedroom with a sleeper sofa
Sleep privately refers to the number of guests who will not have to walk through
another guests sleeping area to use a restroom. Timeshare resorts tend to be
strict on the number of guests per unit. Unit size can affect demand at a given
resort where a two-bedroom unit may be in higher demand than a one-bedroom
unit at the same resort. The same does not hold true comparing resorts in
different locations. A one bedroom with a great location may still be in higher
demand than a resort with less demand. An example of this may be a one
bedroom at a great beach resort compared to two-bedroom unit at a resort
located domestic from the same beach. The concept of vacation timeshare has
also been extended to luxury items such as planes and luxury cars.
Franchise
Franchising (from the French for free) is a method of doing business wherein a
franchisor licenses trademarks and tried and proven methods of doing business to a
franchisee in exchange for a recurring payment, and usually a percentage piece of
gross sales or gross profits as well as the annual fees. Various tangibles and
intangibles such as national or international advertising, training, and other support
services are commonly made available by the entity licensing the 'chain store' or
franchise outlet (commonly shortened to the one word: franchise), and may indeed
be required by the franchisor, which generally requires audited books, and may
subject the franchisee or the outlet to periodic and surprise spot checks. Failure of
such tests typically involves non-renewal or cancellation of franchise rights.
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According to Financial Times, if sales by US franchise businesses were translated
into national product, they would qualify as the 7th largest economy in the world.
For example, a vending machine operator may receive a franchise for a particular
kind of vending machine, including a trademark and a royalty, but no method of
doing business. This is calling product or trade name franchising.
The parties involved typically enter a franchise agreement, which binds the parties
together through contractual provisions. This is an arrangement whereby someone
with an idea for a business (the franchisor), sells to another person (the franchisee)
the rights to use the business's name, sell a product, or provide a service to
someone else. A franchise agreement will usually specify the given territory the
franchisee retains exclusive control over (the area protection), as well as the extent
to which the franchisee will be supported by the franchisor (e.g. training and
marketing campaigns). Most franchisee agreements, however, do not provide the
franchisee with area protection because of the disparity in bargaining power
between franchisors and franchisees.
Franchising dates back to at least the 1850s; Isaac Singer, who made
improvements to an existing model of a sewing machine, wanted to increase the
distribution of his sewing machines. His effort, though unsuccessful in the long run,
was among the first franchising efforts in the U.S. A slightly later, yet much more
successful, example of franchising was John S. Pemberton's franchising of CocaCola. Early American examples include the telegraph system, which was operated
by various railroad companies but controlled by Western Union, and exclusive
agreements between automobile manufacturers and operators of local dealerships.
Modern franchising came to prominence with the rise of franchise-based food
service establishments. This trend started as early as 1919 with quick service
restaurants such as A&W Root Beer In 1935, Howard Deering Johnson teamed up
with Reginald Sprague to establish the first modern restaurant franchise. The idea
was to let independent operators use the same name, food, supplies, logo and even
building design in exchange for a fee.
The growth in franchises picked up steam in the 1930s when such chains as Howard
Johnson's started franchising motels. The 1950s saw a boom of franchise chains in
conjunction with the development of America's Interstate Highway System. Fast
food restaurants, diners and motel chains exploded. In regards to contemporary
franchise chains, McDonalds is arguably the most successful worldwide with more
restaurant units than any other franchise network.
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Describe the differences among franchise, company-owned,
management contracts, and management-lease arrangements.
The term "franchising" is used to describe a wide variety of business systems
which may or may not fall into the legal definition provided above.
The Franchise Company and Management Company have much in common. Both
sell intangibles and both earn fees from those sales. The management company
is paid for its managerial skills, the franchisor for the right to use its name, its
reservation system and its operational investments. When business was poor,
franchise and management companies took fees up front and the hotel owner
stood the losses or profits. The franchisee gets influences from affiliating with a
big company, but retains the rights of an independent businessperson.
A management contract involves not just selling a method of doing things (as
with franchising or licensing) but involves actually doing them. A management
contract can involve a wide range of functions, such as technical operation of a
production facility, management of personnel, accounting, marketing services
and training. A property manager relation with Tenants gives a face to the
Landlord and provides them the necessary bumper servicing their desire to profit
and
distance
themselves
from
their
tenant
community.
Management contract
Management contract is an arrangement under which operational control of an
enterprise is vested by contract in a separate enterprise which performs the
necessary managerial functions in return for a fee. Many hotels, especially in Asia,
operate under management contract arrangements, as they can more easily
obtain economies of scale, a global reservation systems, brand recognition etc. It
is not unusual for contracts to be signed for 25 years, and having a fee as high as
3.5% of total revenues and 6-10% of gross operating profit. The Marriott
International Corporation operates solely on management contracts.
Management contracts have been used to a wide extent in the airline industry, and
when foreign government action restricts other entry methods. Management
contracts are often formed where there is a lack of local skills to run a project. It is
an alternative to foreign direct investment as it does not involve as high risk and
can yield higher returns for the company.
Leasing
Lease or tenancy is the right to use or occupy personal property or real property
given by a lessor to another person (usually called the lessee or tenant) for a fixed
or indefinite period of time, whereby the lessee obtains exclusive possession of the
property in return for paying the lessor a fixed or determinable consideration
(payment).
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In law, there are two types of property:
•
•
Real property is land or any permanent feature or structure above or below
the surface. Ownership of land is an aspect of the system of real property or
realty in common law systems (immovable’s in civil law systems and Conflict
of Laws).
All other property is considered personal property or personalty in common
law systems (movables in civil law and Conflict of Laws), and this property is
either tangible or intangible, i.e. it is either physical property that can be
touched like a computer, or it is an enforceable right like a patent or other
form of intellectual property.
There are three separate levels of rights or interests affecting both forms of
property. In descending order of importance, they are:
•
•
•
ownership,
possession or
Control and use.
The
legal
documents
that
transfer
these
rights
are
respectively:
conveyance/transfer, lease/tenancy, and bailment/pledge for tangible Personal
property, assignments and licenses for intangibles.
Describe how to sense the change in operational approach and in hostguest relations when the hotel and the guest deal through third parties.
Property Management Company is tasking with the responsibility of managing the
multiple aspects, which come along with the ownership of real estate. This is much
similar to the role of management in any business.
Roles
One important role is that of acting as liaison between the landlord and tenant.
Duties of property management companies include accepting rent, responding to
and addressing maintenance issues, advertising vacancies for landlords, and doing
credit and background checks on tenants. In exchange for the service they
provide, property management companies charge landlords a percentage of the
gross rent collected each month (typically 3-10%), in addition to lease
commissions. If disclosed in the management agreement repair costs may be
marked by some property managers. Some property management companies also
manage home owner associations (HOAs).
In addition to managing income and expense related activity, property managers
may also manage construction, development, repair and maintenance on a
property. The direction / choreography of repair/maintenance is quite a large part
of a property manager's function. There are many facets to this profession,
including participating in and/or initiating litigation with tenants, contractors and
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insurance agencies. Litigation alone is at times considered an entirely separate
function, set aside for trained attorneys. Although a person or persons will be
responsible for this in their job description, there may or may not be an attorney
working under a property manager. Special attention is given to Landlord/Tenant
law and most commonly evictions, non-payment, harassment, reduction of prearranged services, and public nuisance are legal subjects that gain the most
amount of attention from property managers. Therefore, it is a necessity that a
property manager be current with new laws and practices in their given localities,
cities and states.
Describe the differences between the hotel as business operating and the
hotel as a real estate investment.
The hotel is defined as an establishment that provides paid lodging, usually on a
short-term basis. Hotels often provide a number of additional guest services such
as an accommodation rooms, restaurants, swimming pool, etc.
Business operations are those activities involved in the running of a business for
the purpose of producing value for the stakeholders. Compare business processes.
The outcome of business operations is the harvesting of value from assets owned
by a business. Assets can be either physical or intangible. An example of value
derived from a physical asset like a building is rent. An example of value derived
from an intangible asset like an idea is a royalty. The effort involved in
"harvesting" this value is what constitutes business operations.
A business operation encompasses three fundamental management imperatives
that collectively aim to maximize value harvested from business assets (this has
often been referred to as "sweating the assets"):
1. Generate recurring income.
2. Increase the value of the business.
3. Secure the income and value of the business.
Real estate investing involves the purchase of real estate for profit. Profits are
accumulated slowly by renting out properties in a cashflow method, or are
generally improved and resold for a capital gain, used primarily in common law,
while civil law jurisdictions refer instead to immovable property. Property law, the
area of the common law that governs real property, differs from contract law in
that it focuses primarily on rights that one person holds over all other people, as
opposed to specific individuals.
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General Manager
The functions of "Management Direction" is the process of leading and
directing all or part of an organization, often a business, through the
employment and manipulation of resources (financial, human,
material,
intellectual, services or intangible products). Early twentieth-century
management writer Mary Parker Follett defined management as "the art of
getting things done through people. There are five management functions:
planning, organizing, leading, co-ordinating and controlling. The phrase
"management is what managers do"
Hotel Manager
It is a person who Management a "business administration", in the Hotel.
Nature of the work as Hotel Manager is based on profit work; the primary
function of management is to satisfy a range of stakeholders. This typically
involves making a profit (for the shareholders), creating valued products at a
reasonable cost (for customers), and providing rewarding employment
opportunities (for employees).
Concierge
A person who, make registration check in on arrival of the guests, and gives
to the them greeting and welcomed in a polite and helpful way and ask
whether he has a reservation. Take into account the VIP guests and
recognized on arrival, and treated them according to house procedures and
any special instructions from management. During the stay of the guests take
care of all necessaries of services to them.
Front Office
Staff and management who work in the Front Office form the From Desk
department. Front Office and others departments are treated in a helpful and
co-orperative way, in order to offer an excellent service to guests.
Reservation
Reservation details are checked for accuracy, including the guest’s name,
arrives date, departure date, room type and deposit paid.
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Property Management System (PMS)
It is all posting was done by paper and pencil from vouchers (charge forms
signed by guests forwarded to the desk from the various operating
departments of the hotel.
Types of Beds
A bed is a piece of furniture or location
primarily used or intended for sleeping
upon, but which can serve other
functions as well.
Beds come in a wide array of shapes and
sizes. Early beds were little more than
piles of straw or some other natural
materials. An important change was
drafts, dirt, and pests.
To make beds more comfortable the top
layer is frequently a mattress. Originally these were bags of straw for most
people and filled with feathers for the wealthy. Eventually new fillings such as
cotton and artificial fillers became common. In modern times most mattresses
use springs, solid foam, water, or air.
At the top of the mattress, to provide greater support for the head, most
people use a pillow. Also used is some form of covering blanket to provide
warmth to the sleeper, often bed sheets, a quilt, or a duvet.
The bed frame may simply be made of wood or metal, but many also use
springs. Most expensive and bulky, but also strong and comfortable is a box
spring or divan, a large mattress-sized box containing wood and springs. A
dust ruffle, bed skirt, or valance sheet may be used to make the bed frame
match the rest of the bedding.
Twin
This size is fairly popular in college dormitories, and is used in the hostilely
like extra bed, mostly for triple occupancy, measurement of 39 in × 80 in
(1 m × 2.05 m)
Twin-Double
Most countries have a standard set of four sizes of mattress. While the Double
size appears to be standard among English speaking countries, based on the
imperial measurement of 4 ft 6 inches by 6 ft 3 inches, the sizes for other bed
types tend to vary. The European sizes differ; they are based on the metric
system.
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Queen
These dimensions are for the mattress—the actual bed frame will be a little
bigger in order to fully encompass and support the mattress. The thickness of
the mattress may vary considerably.
In the United States Twin and Double/Full/Matrimonial size are 75-78 inches
long, depending on manufacturer. Queen and King are 80 inches long.
"California" sizes, such as California King are 84 inches long. Extra Long sizes
take the length to 80 inches. See Bedding for more sizes. A mattress should
be at least six inches longer than the tallest person who. The U.S. Queen
corresponds to UK King and King to Super King. The European or continental
basic sizes are similar to the UK but have a set length of 2 meters. will be
sleeping on it.
King
A king-sized bed differs from the other sizes in implementation, as it is not
common to have a king-sized box spring; rather, two smaller box-springs are
used under a king-sized mattress. On a U.S. Standard or "Eastern" King, the
boxsprings are identical in size to a Twin Extra-Long.
Hollywood bed
Hollywood Bed and Spring Manufacturing Company, Incorporated, a major
bedding hardware manufacturer since 1925, is committed to customer
satisfaction. Hollywood Bed is family-owned and operated and is currently
under second and third generation management. We deliver quality products
and provide the best customer care to the Retail Home Furnishing Industries,
Hospitality Industries, Manufacturing companies and Government agencies.
Hollywood Bed & Spring is the supplier of innovative and quality sleep
products to the nation. Customer satisfaction is paramount and is the basis of
the continued growth and success of Hollywood Bed. Our Sales and Marketing
Department will work with you to create a program that best fits your needs.
A mattress on a box spring supported by a metal frame or attached low legs,
often with an upholstered headboard.
Hollywood Bed manufactures a variety of products, including Metal Bed
Frames, Bed Rails, Rollaway Beds, Day Bed Hardware, Trundles, Hi-Risers,
Pedestal Bed Bases and various accessory items, including wire and steel
associated products. A few of our exclusive items include the patented "LevR-Lock" adjustable bed frame, which is quick and easy to assemble; and the
"Holly-Matic," the strongest bed frame with a lifetime warranty. In addition to
our stock items, Hollywood Bed offers its customers the flexibility of custom
construction to meet specific requirements. Larry M. Harrow, President, and
Jason M. Harrow, Vice-President.
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Roll-a-way bed:
Rollaway beds are beds with wheels for easy
movement and automatic opening legs for easy and
fast set up. 3/4” Heavy Duty Square Steel Tube with
4 legs for EXTRA STRENGTH, rated for one person up
to 375 Lbs. Backed on Epoxy, rust-resistant , black
paint, Polyester deck with PVC backing, 44 springs,
3-1/8” Foam mattress for superior comfort, Open
Size: 32” Wide 71” Long 15” High and Folded Size:
32” Wide 44” Long 12” Thick .
Studio Bed
It is couch, which can be made to serve as a double
bed by sliding the frame of a cot from beneath it.
Convertible consisted of an upholstered couch that
can be converted into a double bed.
When does a mattress need replacing?
•
•
•
•
•
•
•
•
•
After 7–15 years, depending on use and quality, although many people
use their mattresses longer.
Experts indicate that two adults sleeping nightly on a queen mattress
will notice the padding, not the coils, breaking down after a period of
four to six years. While the mattress will still be comfortable, it will no
longer feel the way it did when first purchased.
When laying a hand on the mattress with about three pounds-force and
sliding it over the mattress lumps can be felt.
When the user regularly wakes up feeling tired, stiff, achy and sore and
the reason can be traced to the mattress.
When inner coils start springing out of the mattress.
When the mattress shows very visible deformities.
When the mattress has a large permanent sag in it.
When the box spring creaks and squeaks.
When the user has difficulty finding a comfortable position in which to
sleep.
Bed frames
Bed frames, also called bed steal, are made of
wood or metal. The frame is made up of head,
foot, and side rails. For heavy duty or larger
frames (such as for queen- and king-sized beds),
the bed frame also includes a center support rail.
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These rails are assembled to create a box for the mattress or mattress/box
spring to sit on.
Types of bed frames are:
•
•
•
platform - typically used without a box spring
captain - has drawers beneath the frame to make use of the space
between the floor and the bed frame
waterbed - a heavy-duty frame built specifically to support the weight of
the water in the mattress
Though not truly parts of a bed frame, many people include headboards,
footboards, and bed rails in their definition of bed frames. Headboards and
footboards can be wood or metal. They can be stained, painted, or covered in
fabric or leather.
Bed rails are made of wood or metal and are attached to a headboard and
footboard. Wooden slats are placed perpendicular to the bed rails to support
the mattress/mattress box spring.
Mattress
A mattress is a piece of bedding on which to sleep or
lie.
In the United States it is typically constructed
of multiple layers of foams, natural and/or synthetic
fibers, and springs. A mattress can be used alone, on
the floor, but is usually placed a top some platform
so as to be higher off the ground. Such a platform
might be a foundation made with metal springs in a wooden frame.
Mattresses made mainly of foam materials such as latex foam, viscoelastic
foam and other polyurethane-type foam, are becoming more common.
Mattresses can be constructed to use almost any support system such as air,
water, foam, or springs.
Sofa Bed Hide-a-bed
A couch, and a sofa, settee, lounge, davenport or
chesterfield is items of furniture for the comfortable
seating of more than one person. Compare the joiner's
settle, with its separate seat cushions.
Couches are usually to be found in the living room or
the lounge. They come in a variety of textiles and in
leather. A typical couch seats two to three people and
has an armrest on either side. Many different types of
couch exist: popular types include the divan, the
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chaise longue, the canapé or the ottoman. Also, to save space, some sofas
double as beds (sofa-bed, daybed or futon).
There are other types, including two-seater, three-seater, and corner and
chaise longue. A smaller version of the couch which may only comfortably
seat two people is more commonly known as a loveseat. A sectional sofa
(often just referred to as a "sectional") is formed from multiple sections
(typically 2 to 4) and usually includes at least two pieces that join at an angle
of 90 degrees or slightly greater.
Murphy Bed
A Murphy Bed is a bed that folds
down from a wall. William L. Murphy
applied for a patent for this idea
April 1st, 1916 and was granted
Design Patent D49, 273 on June 27,
1916. Murphy started the Murphy
Wall Bed Company and began
production in San Francisco. In
January 1990, the company changed its name to the
"Murphy Bed Co. Inc." A Murphy bed is used for space-saving purposes, much
like a trundle bed is.
In 1989 an appellate court held that the term "Murphy bed" is no longer
entitled to trademark protection because substantial majorities of the public
perceive the term as a generic term for a bed that fold into a wall rather than
the specific model made by the Murphy Bed Co.
Futon Bed
A futon is a type of mattress that makes up a Japanese bed. They are sold in
Japan at specialty stores called futon-ya as well as at department stores.
A futon in Japan
A futon in the U.S.
Japanese futons are flat, about 5 cm (2 in) thick with a fabric exterior stuffed
with cotton or synthetic batting. They are often sold in sets which include the
futon mattress (shikibuton), a comforter (kakebuton) or blanket (mōfu), a
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summer blanket resembling a large towel (towelket), and pillow (makura),
generally filled with beans, buckwheat chaff or plastic beads.
Futons are designing to be placed on tatami flooring, and are traditionally
folded away and stored in a closet during the day to allow the tatami to
breathe and to allow for flexibility in the use of the room. Futons must be
aired in sunlight regularly, especially if not put away during the day. In
addition, many Japanese people beat their futons regularly using a special
tool, traditionally made from bamboo, resembling a Western carpet beater.
Western futons are only loosely based on the Japanese original, with several
major differences. They are usually placed on a configurable frame for dual
use as a bed and a couch, but are not intended to be stored away during the
day. They are usually filled with foam as well as batting, often in several
layers, and are almost always much thicker and larger than Japanese futons,
resembling a traditional mattress in size. Western-style futons are a cheap
alternative to a bed or other furniture, and are often sold in sets that include
the mattress and frame; in fact, in the United States, "futon" often refers to
the frame, not the mattress. Most Japanese people would not recognize a
Western-style "futon" as a futon.
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International Mattress Sizes
(Dimensions in inches.)
Denomination
USA & Canada
Europe (UK)
Asia (Thailand)
Twin/Single
39 × 75 (99.1 ×
190.5cm)
36 × 75 (91.4 ×
190.5cm)
42 × 78 × 22 (106.7 ×
198.1 × 55.9cm)
Twin/Single XL
39 × 80 (99.1 ×
203.2cm)
Double/Full
54 × 75 (137.2 ×
190.5cm)
54 × 75 (137.2 ×
190.5cm)
48 × 78 × 22 (121.9 ×
198.1 × 55.9cm)
Double/Full XL
54 × 80 (137.2 ×
203.2cm)
Queen
60 × 80 (152.4 ×
203.2cm)
Olympic/Expanded
Queen
66 × 80 (167.4 ×
203.2cm)
California Queen
60 × 84 (152.4 ×
213.4cm)
King
76 × 80 (193 ×
203.2cm)
California King
72 × 84 (182.9 ×
213.4cm)
60 × 75 (152.4 ×
190.5cm)
72 × 78 (182.9 ×
198.1cm)
Super King
Grand King
72 × 75 (182.9 ×
190.5cm)
80 × 98 (203.2 ×
248.9cm)
72 × 78 × 22 (182.9 ×
198.1 × 55.9)
International Mattress Sizes
(Dimensions in inches.)
U.S.
UK
Australia
36 in × 75 in
Europe
39 in × 75 in
36 in × 75 in
36 in × 79 in
1 m × 1.9 m
0.9 m × 1.9 m 0.9 m × 1.9 m
0.9 m × 2 m
54 in × 75 in
54 in × 75 in
55 in × 79 in
Single, Twin
54 in × 75 in
Double, Full
1.35 m × 1.9 m 1.35 m × 1.9 m 1.35 m × 1.9 m 1.4 m × 2 m
60 in × 80 in
60 in × 78 in
60 in × 80 in
63 in × 79 in
Queen
1.5 m × 2.05 m 1.5 m × 2 m
1.5 m × 2.05 m 1.6 m × 2 m
76 in × 80 in
72 in × 80 in
72 in × 78 in
71 in × 79 in
King, (Super King)
1.95 m × 2.05 m 1.85 m × 2 m
1.85 m × 2.05 m 1.8 m × 2 m
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Studio rooms:
Studio rooms are perfect for the individual traveler. Indulge in the serenity of
our fine European-style, 250 thread-count linens that make up the bed and
find clean, comfortable guest rooms with all the necessities for an
unforgettable stay. In addition to these first-class luxuries, all
accommodations utilize our latest in high-tech and high-TOUCH guestroom
amenities, including the Alarm Clock Radio complete with an MP3 connection.
Create a personalized in-room listening system using your iPods, CD players
and other portable devices. Each room has bed providing a plush-top mattress
to provide plenty of support and luxury. Rooms have individually controlled
heat/air conditioning, iron, ironing board, hair dryer and coffeemaker. USA
Today delivered to each room (M-F). Each room has a standard desk with
lamp and high-speed internet access is available in all rooms (nominal fee).
Complete the following:
Name jobs within the front office and describe the duties and
responsibilities that accompany each job.
Front Desk Manager:
Report to: Rooms Manager
It is a person who is responsible to running work of the "Front Office".
It may also refer to other divisions in the hotel that involves
interactions with guests. His job is based on planning, handling,
organizing, coordinating and controlling; all the functions of the From
Desk as the proposing to offering satisfy a range of services for the
guests, and also handling and proving to the staff the tools
necessaries to their tasks.
Skills:
•
•
•
•
•
•
•
•
•
•
•
Leadership Qualities
Common sense
Knowledge Literature Computer
Aptitude to take decisions
Talent and dynamism
Good management skills
Punctuality
Enthusiasm
Capacity analysis
Excellent height level of languages —
Good human relations and interpersonal relations
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Duties:
•
•
•
•
•
•
It is responsible to communicates, what is the staffing
necessary to carry out the tasks at the From Desk.
Supervising and controlling the tasks of the employees of the
reception department.
To coordinate the shifts and works according to the schedules.
To verify the disponibility daily and depending of it, make or
check the allowance for the day.
Handling and listing complaints of the guests and providing
them a satisfier answer through to follow those requests.
Short meeting to inform the daily activities according to the
need for the day.
Supervisor:
Report to: Front Desk Manager
It is a person who is in change to supervising and controlling all job of
the receptionist join to the From Desk Manager; his function is
organizing with the staff of the front desk at the Hotel all necessaries
to welcome, registration and taking care of the clients from their
arrival until their departure.
Skills:
•
•
•
•
•
•
•
•
Supervising experience
Knowledge Literature Computer
Aptitude to take decisions
dynamism
Punctuality
Enthusiasm
Knowledge of languages ·
Good human relations and interpersonal relations
Duties:
•
•
•
•
•
Supervising the job of the receptionists
Training them in any time that they
To control the reports of go wrong (do not work) reporting by
housekeeping and gives following-up with maintenance
department.
Contacting or delegating to the receptionists to making call to
following up any situation to the guests, regarding to they
tasks.
Report all incidents of any employee of the front desk
department.
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•
To verify check-in daily before and after the arrival to the
guests.
Night Clerk:
Report to: Front Desk Manager
It is a person responsible to manager the reception during the night,
his functions are equivalent at the from desk manager in this time.
Skills:
•
•
•
•
•
•
•
•
•
Supervising experience
Knowledge Literature Computer
Aptitude to take decisions
Math skills
Dynamism
Punctuality
Enthusiasm
Knowledge of languages
Good human relations and interpersonal relations
Duties:
•
•
•
•
•
•
Supervise the tarks of Front Office at night.
Assist the night audit
To control the reports of go wrong (out of order) reporting by
housekeeping and gives following-up with maintenance
department.
making and following up any situation to the guests
Report and resolve complaint of guests
Register check-in arrival to the guests during his shift.
Receptionist:
Report to: Supervisors of the Front Desk
It is a person who makes registration check in on arrival of the
guests, and gives to them greeting and welcoming at the hotel.
Skills:
• Dynamism
• Punctuality
• Enthusiasm
• Knowledge of languages
• Good human relations and interpersonal
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Duties:
•
•
•
•
•
Preparing pre-check-in with all information about the hotel and
facilities of the hotel.
Be polite and helpful during the check in and ask whether he
has a reservation.
Take into account the VIP guests and recognized on arrival, and
treated them according to house procedures and any special
instructions from management.
During the stay of the guests, take care of all necessaries of
services to them.
Take into account of any request of the guests.
Front desk Cashier
Work for the reception but report to: The Income Auditor
It is a person who makes check out at the departure of the guests,
and prepared daily report at the close of each shift. The first step to
ascertain net receipts (the difference between cash receipts and cash
paids-outs). Once the cashier knows the net receipts figure, it is a
nose. Drawers are off (over or short) when the total of cash in the
drawer is different from the total of net receipts plus the cashier’s
starting bank. Also Front desk cashier drawers serve as the source of
petty cash for hotel departments. When small, unexpected
expenditures arise, the purchase in often made through petty cash.
The petty cash voucher is kept in the cashier’s drawer and treated
like it were cash. Once the total of these vouchers reaches some
predetermined sum, the general cashier reimburses the front office
cashier for their face value. Because petty cash vouchers are held for
an extended period, they are referred to as imprest petty cash
vouchers.
Skills:
•
•
•
•
•
•
•
Knowledge Literature Computer
Math skills
Dynamism
Punctuality
Enthusiasm
Knowledge of languages
Good human relations and interpersonal
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Duties:
•
•
•
•
Taking care and controlling at the money on his responsibility.
It must bring back the money at the end of his shift, always in
presence of the one witness.
Inform to the general ledger, currencies need for exchange.
Report of every lack or excess money in the assets.
1- Distinguish the level of staffing and the organizational
structures that differentiate various types, sizes, classes and
plans of hotels.
The level of staffing at the hotel has to be according the
guidelines of the hotel enterprise, but normally can be like
this:
•
•
•
•
•
•
General Direction
General Manager at the Hotel.
Management Administrative
Controller
Purchase
Human Resource
Management Resident
Rooms Division
Maintain and Tasks Operatives
Guest Service
Management Marketing and Sales
Sales
Events
Conventions
Management Food & Beverages
Restaurants
Bars
Cuisines
Banquets
Management of Rooms
Reception
Reservations
Telecommunications
Housekeeping
Landry
This kind of structure can be using for hotel all-inclusive and others
hotels with different plans, but of course, this has been at big hotel
and resorts.
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Reservation :
It is a registration and reserve of a room hotel, for short or large
period. There are several forms of computerized systems of the
different hotels; however, the basis elements to make a reservation
at the computer are the followings:
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Code of the Agency
Date of arrival
Date of departure
Time of Stay
How many children
How many Adults
Type of room
Type of plan for meals
First Service
Last Service
Name of the clients
Observations
Ages of the childrens
Hour of check in
Hour of check out
Password of bill
Nationality
The main functions this department are realizing the reservations of
the rooms according to the hotel procedures. (Sales department,
walk-ins guests, client direct, by telephone, fax o e-mail, etc.).
In goal of the budget of income, reservations department of the hotel
has a fundamental role, due to that; the reservation manager has to
taking account the season, as well as the commitments and
confidence of the agencies and TT.OO. Also has to be careful about
percent of cancellation and “No Show”, with the proposing of make
overbooking with prudence and tact necessary, and in fact, to obtain
the most quantity available of the rooms possible of the hotel.
Naturally has to avoid the overbooking unnecessary, due to that
affect the image of the hotel.
Reservation department has three basis functions:
•
•
•
Make reservations rooms
Make the forecasting levels occupancies for the future.
Bring informs to the Management Direction with propose to do
the needs adjusts to the Budget.
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Central Reservations System
Advent of the computation data, the life type of the people and
business world has changed, for that, reason has generated that the
reservations department, in almost the totality of the hotels has
adopted computation systems. Today's companies are all facing
challenges. Their system architectures are largely based on a
mainframe TPF (Transaction Processing Facility) framework which,
while very reliable, and capable of tremendous I/O throughput – has
relatively little CPU power, and is exorbitantly expensive to maintain
and enhance. The CRO is the physical office or site at which the
chain’s reservations operate.
Global Distribution System
A computer reservations system, or CRS, is a computerized system
used to store and retrieve information and conduct transactions
related to travel. Originally designed and operated by airlines, they
were later extended to travel agents as a sales channel; major CRS
operations are also known as Global Distribution Systems (GDS).
Airlines have divested most of their direct holdings to dedicated
Global Distribution System companies, and many systems are now
accessible to consumers through Internet gateways for hotel, rental
cars, and other services as well as airline tickets.
The Global distribution (GDS) refers to all electronic reservations
channels which connect to hotel’s reservations system (or they could
subscribe to an independent reservations system). Connected to the
CRS through switch technology are the world’s major airlne
reservations systems. And then connected to the airline systems are
travel agents and on-line subscription services.
List of global distribution systems
The following is a partial list of global distribution systems:
•
•
•
•
•
•
•
1A Amadeus
1B Abacus (Asia/Pacific)
1E Travelsky (China)
1F Infini (Japan)
1G Galileo International
1J Axess (Japan)
1P Worldspan
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•
1S Sabre (previously 1W)
•
1U ITA Software
1V Apollo (Galileo)
•
•
•
Atraxis (ex-swissair now EDS)
Topas (Korea)
•
Fantasia (South Pacific)
•
N1 Nextres' Iridian Project (Scandinavia)
•
SITA's Gabriel
Ix-Hotel (International)
TechSpan
•
•
Travel Agent
A travel agency is a business that sells travel related products and
services to end-user customers on behalf of third party travel
suppliers, such as airlines, hotels and cruise lines. Customers of
travel agencies include tourists and business travelers. Some
agencies also serve as general service agents for foreign travel
companies in different countries.
Travel agents have developed dynamic packaging tools to provide
fully bonded (full financial protection) travel at prices equal to or
lower than a member of the public can book online. As such, the
agencies financial assets are protected in addition to professional
travel agency advice.
Travel agencies also market and sell train and hotel products.
Generally, their goal is to try to fit an ideal schedule onto the
requirements of each specific customer.
The phrase travel agency has changed meaning since the emergence
of companies like Thomson or Thomas Cook, who are now considered
to be tour operators rather than travel agents. The difference is that
tour operators manufacture and sell their own holidays whereas
independent travel agents sell holidays from all the tour operators
without limiting the range they offer to just their own product. The
best travel agents deal honestly with a wide range of customers.
In the UK a group of just such travel agents formed a consortium
which became known as World choice. Each agency was
independently owned, bonded members of ABTA and World choice
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was the vehicle for both commercial negotiations with the tour
operators and also a forum for best practice. In 2006 there were 700
agents in the World choice consortium of independent travel agents
In 2006 World choice, Advantage and Global Travel decided to pool
their buying power and formed Triton Travel. This is now the UK's
largest travel agency grouping and has over 15% of the UK's travel
agency spend.
Last Room Availability
Last room availability technology allows real-time access to a hotel’s
reservation data base. The chain’s central reservations system able to
access and book rooms on-line, real-time with a given hotel.
Overrides
A manual override is any arrangement that allows a user to take
control of an otherwise automatic system or prevent an automatic
system from performing its function.
o
o
In traditional sales environments, an override is a commission paid
to managers on sales made by their subordinates, usually
calculated as a percentage of the gross sales commissions earned
by the salesperson.
Similarly, in multi-level marketing, agents receive a commission
on sales made by their downline (recruited agents).
Rep (representative)
The notion of a representative agent is a hypothetical construct in
economics. Also knows to as Rep, someone to represent a TT.OO or
Travel Agency and offer some additional information about hotel
destination and outside activities like excursions, expositions, shows,
visit to some park attractions, etc.
Its origins can be traced back to the late 19th century. Francis
Edgeworth (1881) used the term "representative particular", while
Alfred Marshall (1890) introduced a "representative firm" in his
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Principles of Economics. However, only after Robert Lucas, Jr. (1976)
had published his article about econometric policy evaluation, his
famous
Lucas
critique,
did
representative
agents
become
the
dominant macroeconomic approach. Today's representative agent
models are characterized by an explicitly stated optimization problem
of the representative agent, which can be either a consumer or a
producer. The derived individual demand or supply curves are then in
turn used for the corresponding aggregate demand or supply curves.
Assignment: Short Answer Essay Question
An exciting future lies ahead for the integrated link-ups
(global distribution system channels) that the text discusses.
Explain your vision of the future including what services will
be linked together and who the major vendors might be.
The explosive growth of this ratio was driven initially by the creation
and utilization of robotic software and, more recently, by the rapid
growth of consumers' multi-site shopping behavior on the Internet.
With the advent of general public access to the internet, many hotel,
airlines and other travel companies began to sell directly to
passengers. As a consequence, airlines no longer needed to pay the
commissions to travel agents on each ticket sold. Since 1997, travel
agencies gradually became victims of disintermediation, the reduction
in costs caused by removing layers from the package holiday
distribution network.
Many travel agencies have developed an internet presence by posting
a website, with detailed travel information. Full travel booking sites
are often complex, and require the assistance of outside travel
technology solutions providers such as Travelocity, Patheo and Open
Fares. These companies use travel service distribution companies
who operate Global Distribution Systems (GDS), such as Sabre
Holdings, Amadeus and Worldspan, to provide up to the minute,
detailed data on tens of thousands of flight, hotel, and car rental
vacancies.
Commissionable
It is a proportion of the income for concept of the buy of the hotel
services offered to a client and that have been contacted across an
agency or TT.OO. In general is applied for percent.
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Late Arrival
One popular piece of nonessential reservation information is the
guest’s estimated time arrival. A guest who is planning to arrive late
(usually due to a late flight schedule) should ask for this information
to be included on the reservation. In this way, the guest is assured
that the room will not be sold in the late hours of the night. Without
such a designation on the reservation, it is possible that a wellmeaning front desk might actually sell the reservation room to
another customer thinking that the reservation is not going to arrive.
Very important person (VIP)
VIP’s are personalities or persons, which have to be treating with
special upper class and request a follow up in all guest service that
the hotel offer to them.
Group
A group is unless five or more person who requests the same guests
services and treats. Normally they have paid for a packet, which was
contracted by Travel agent o Sales department of the Hotel.
Tour Group (see package)
Is a group of people to arrange a trip through a Tour Leader that is a
person in chance to handle and organize all the processing for the
travel.
Housing Bureau
A housing Bureau or ministry of tourism is part a governmental body
that governs all aspect of the territory's tourism. The Ministry of
Culture and Tourism is a central government agency responsible in
areas of tourism, culture, art, religion.
The three goals of Ministry are:
•
•
To educate people to be cultural and creative citizens.
To create a leisurely and unique society in which leisure and
work are in harmony,
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- 50 -
•
To create a dynamic cultural nation that represents various
local cultures.
Complete the following:
How do you calculate a Hubbart room rate formula?
The Hubbart room rate is determined by dividing the total projected
expenses (plus a reasonable profit for the investment) by the number
of rooms sold for the year.
How do you calculate a Building cost rate formula?
Is determined by the axiom behind this formula is the room rate
should equal $1 for every $1000 of construction costs.
How do you calculate an Ideal average room formula?
By comparing actual performance against the ideal theoretical rate, a
hotel can determinate its success in Up-selling to the more expensive
rooms as well as the appropriateness of its rate structure in the
marketplace.
What are the basic steps or Up-selling the room rate to a
registering Hotel guest?
A given a good training of reservations and front desk staff. The good
job of up-selling rooms comes down to the front desk staff.
Show why high lodging taxes harm the industry and explain current
lodging tax tends.
Because government changes these taxes and Hotel Manager, have
little control over it. Tends are to be increase, in our country the
taxes is 16% and the government have announced an increase of 5%
plus.
1- upon the following information, calculate the Hubbart room rate
require assuming a 70% occupancy rate:
A given Hotel has 150 rooms. Operating expenses run about
$910,650.00 annually. Depreciation is scheduled at $445,500.00 per
year. Additional costs (taxes, insurance, etc.) are expected to be
about $126,950.00 for the year. The owners require being return of
$750,000.00 per year for their investment. Net income from other
operated departments is projected to be $400,000.00 annually.
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Depreciation
445.500,00
Addiotanl costs
126.950,00
Total expenses & costs 1.483.100,00
Return investment
750.000,00
Other Net income projected
400.000,00
Gross profits 1.150.000,00
Total expenses & Profits 2.633.100,00
150 rooms x 365 days=
54,750.00
54750 Total projecting occupancy per years
54750 x 70% =
38,325.00
1483100+1150000 / 38325 + 15% Taxes
10.30
$79.0 Room rate
2- Based upon the following information, calculate the ideal
rate. The Hotel has 150 rooms:
75 Kings Beds at $75 in single occupancy
75 Kings Beds at $85 in double occupancy
50 Deluxe Kings Beds at $100 in single
50 Deluxe Kings Beds at $120 in double
25 Mini-suites at $140 in Single
25 Mini-suites at $160 in double
Double occupancy is projected at:
⇒ 10% for king,
⇒ for deluxe kings at 20% and
⇒ 50% for Mini-suites.
Formula
75 Kings Beds at $85 in double occupancy
50 Deluxe Kings Beds at $120 in double occupancy
25 Mini-suites Kings Beds at $160 in double occupancy
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$ 93,50
$ 144,00
$ 240,00
- 52 -
(franchised under a major chain's logo) that has no food and beverage
service, not even breakfast. Using the textbox below, describe the positions
in the organization chart that you created.
HOTEL
MANAGER
FRONT DESK
MANAGER
HOUSEKEEPING
CONCIERGES
SECURITY
MAIDS-LADIES
BELLHOPS
GUARD-MEN
Check-in
Check-in is the process of announcing
your arrival at a hotel, airport or seaport.
Check-in is normally required at a hotel
in order to obtain a room key and provide
a credit card guarantee to cover potential
costs such as Room Service for the
duration of the stay.
Check-out
A cashier is a person responsible to check out for totaling the amount
due for a purchase and then charging the consumer for that amount.
Many employers require you to be a cashier in order to move up to
customer service or other positions such as produce.
Cashiers are at risk of repetitive strain injuries due to the repeated
movements often necessary to do the job, such as entering
information on a keypad or moving product over a scanner.
A less-current meaning of the term referred to the employee of a
business responsible for receiving and disbursing money. In a nonretail business, this would be a position of significant responsibility.
With an ever-larger proportion of transactions being done using cash
substitutes (such as checks, credit cards, debit cards, etc.), the
amount of cash handled by such employees has declined, and this
usage of the word "cashier" has been largely supplanted by the title
comptroller.
Quality Management (see Total Quality Management Quality
Assurance)
Requires a dual view, to buyer of the service (the guest), it is one
thing. To the deliverer of service (the hotel through its employee), it
is something else.
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Late charge
A late fee, also known as a late fine, is a charge levied against a
client by an organization for not returning a rented or borrowed item
by its due date. Its use is most commonly associated with businesses
like video rental outlets and libraries. Late fees are generally
calculated on per day, per item basis.
Organizations encourage the payment of late fees by suspending a
client's borrowing or rental privileges until accumulated fees are paid,
sometimes after these fees have exceeded a certain level.
Significant portions of the revenue of video rental outlets and libraries
alike come from the payment of late fees.
Account Receivable
Accounts receivable is one of a series of accounting transactions
dealing with the billing of customers who owe money to a person,
company or organization for goods and services that have been
provided to the customer. This is typically done in one person
organization by writing an invoice and mailing or delivering it to each
customer.
On a company's balance sheet, accounts receivable is the amount
that customers owe a business. Sometimes called trade receivables,
they are classified as current assets. To record a journal entry for a
sale on account, one must debit a receivable and credit a revenue
account. When the customer pays off their accounts, one debits cash
and credit the receivable in the journal entry. The ending balance on
the trial balance sheet for accounts receivable is always debit.
Associated accounting issues include recognizing accounts receivable,
valuing accounts receivable, and disposing of accounts receivable.
Accounts receivable departments use the Sales Ledger
Other types of accounting transactions include accounts payable,
payroll, and trial balance.
Transient Ledger (see guest ledger)
Transient ledgers are available at the front desk physically kept there
if the system is a pencil and paper one. Computer folios are
maintained by a property management system and held
electronically. The bills of transited guests are ready whenever the
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guest appears. Transient guests are usually real persons, city guests
are usually not.
Guest Ledger
A ledger is a group of accounts, a group of folios. The bills of
registered guest. Credit card companies, travel agencies, airlines,
businesses and associations comprise the bulk of the city ledger.
City Ledger
Is nothing more than a ledger, which is maintaining for a particular
type of accounts receivable, non-registered guests. This is in contrast
to the transient or guest ledger, which is a front office record of
guests who are currently registered. In decades past, the city ledger
was comprised of small receivables, many of them local. Bills of city
guests are more like other retailers: billed monthly so something
more frequent.
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BIBLIGRARY
Module of Guest Services Management by CPU
www.en.wikipedia.org
www.britannica.com
Hostelry Management
Morrison, Wilson
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