hrmps 13 - chapter 2 (lodging)

LODGING

CHAPTER 2

Scope & Sequence1. Functions of hotel2. Hotel as a business3. Classifications of hotel4. Rooms Division Operations5. Food and Beverage Operations

Function of hotel

Hotels as Business

Classification of Hotels According to Quality Ranking

One Star Hotels Small and independently owned, with

a family atmosphere. Limited range of facilities and meals. Lunch, for example, may not be

served. May not have en suite bath/shower

rooms. Maintenance, cleanliness and of an

acceptable standard.

Two Star Hotels

Small to medium sizedWiih an en-suite bath/shower room.

Reception and other staffIncludes food and drinksFacilities include TV. And telephone

3 star hotels

Greater quality and range of facilities than at the lower star classifications.

Reception and the other public rooms will be more spacious

Restaurant will normally also cater for non-residents.

With fully en suite bath and shower rooms

hair dryer, direct dial telephone, toiletries in the bathroom.

4 star hotels Degree of luxury as well as quality in

the furnishings, decor and equipmentBedrooms are more

spacious ,coordinated furnishings and decor.

The en-suite bathrooms 24-hour room service, laundry and

dry-cleaning. The restaurant has serious approach

to its cuisine.

5 star hotels Spacious and luxurious accommodation ,best

international standards. Interior design shows comfort and elegance. Services should be formal. Staff will be knowledgeable, helpful, well

versed in all aspects of customer care, combining efficiency with courtesy.

Classification of Hotels

LocationCity center hotels

Resort hotelsAirport hotelsFreeway hotels

ServiceCasinoConvention

Classification of Hotels According to Size

a. Small hotels : up too 100 rooms

b. Medium hotels : 100 – 200 rooms

c. Medium – Large : 200-500 roomsd. Large hotels : over 500

rooms

ROOMS DIVISION

Operation

Main Functions of Rooms Division

1. Financial responsibility of the dept.2. Employee satisfaction3. Guest satisfaction4. Guest service5. Guest relations6. Security7. Gift shop

Department of Rooms Division

1. Front Office2. Reservation3. Housekeeping4. Concierge5. Guest services6. Bell services7. Valet

The Guest Cycle

The Front Office

Duties of Front Office

• Receive reservations for accommodation from clients, either in person or by telephone, fax or email

• Take guests' details and allocate their rooms

• Talk to transport carriers (e.g. airlines, bus companies, rental car agencies) to make travel arrangements for guests and to find lost luggage

provide tourist information to guestsmake reservations for sightseeing tours,

restaurants, the cinema and live entertainment

deal with enquiries and requests from gueststake messages for guestscalculate guests' bills and issue receipts upon

paymentarrange accommodation for guests travelling

to other destinationsperform cashier duties, cash travellers

cheques and exchange foreign currency

place guests' possessions in a safe if requested

coordinate the cleaning of guests' personal laundry, shoe shining and room service deliveries

follow in-house procedures to help ensure the security of guests and employees

perform general secretarial duties, such as preparing correspondence and attending to a switch board. In a small or medium-sized hotel, all of the above duties may be carried out by one person.

Night Auditor

Closes the books on a daily basis

Posts chargesBalances guest accountsCompletes daily report

Room Occupancy Percentage

ROP = Rooms Occupied Rooms Available

Example : If the hotel has 850 rooms and 622

are occupied

ROP = 622 = 73% 850

ActivityYour hotel has 275 rooms. Last night 198 were occupied. What was the occupancy percentage

Average Daily Rate:

Ave. Daily Rate = Rooms RevenueRooms Sold

If rooms revenue is 75,884Total no. Of rooms 622

ADR = 75,884 = 114.63 662

Sources of Reservations

1. Telephone (fax, letter, cable)2. Corporate3. Travel Agents4. Internet5. Meeting planners6. Tour operators7. Referral from another company8. Airport representatives9. Walk in

Types of Reservation

1. Confirmed reservation – reservation made with sufficient time for a confirmation slip to be returned by a client by mail or fax.

2. Guaranteed reservation – client pays for the first night prior to his/her arrival.

3. Regular reservation / Non-guaranteed – not paid in advance and the room is held until a specified time on the date of arrival.

Telephone Exchange (PABX)In house communicationsGuest communications (pagers & radios)Voice mailFaxesMessagesEmergency center

GUEST SERVICES/UNIFORMED SERVICES

DOORMANGreet guests Assist in

opening/closing automobile doors

Remove luggage from trunk

Hailing taxisKeeping hotel

entrance clear of vehicles

BELLMANHandles guest’s

luggageEscort guest to

their roomProvide information

on hotel amenities and services

Concierge

HOUSE KEEPING

SECURITY/LOSS PREVENTION

Activity:Go to a hotel’s website (at least 3 hotels )and

find the price of booking a room for a date of your choice.

Compare their prices.

Your hotel has 275 rooms. Last night 198 were occupied. What was the occupancy percentage

FOOD & BEVERAGE OPERATION

Departments of Food & Beverage

Skills need by a Food & Bev. DirectorExceeding guests’ expectations in food and

beverage offerings and servicesLeadershipIdentifying trendsFinding and keeping outstanding employeesTrainingMotivationBudgetingCost controlFinding profit from all outletsHaving a detailed working knowledge of the

FOH operations

F&B Organization Chart

Kitchen EXECUTIVE CHEF

A hotel kitchen is under the charge of the executive chef, he is in charge for the efficient and effective operations of the kitchen food production.

Controlling cost

Food cost is the actual peso value of the food used by an operation during a certain period. It includes the expense incurred when food is consumed for any reason. Food cost includes the cost of food sold, given away, wasted or even stolen.

Calculating Food Cost and Food Cost Percentage

1. Book Method Gross Food Cost = (Cost of direct issues +

storeroom issues)Net food Cost = (Gross Food cost – credits to

food cost)

Food Cost Percentage = (Net Food Cost ÷ *Net Food

Sales) x 100*Net Food Sales = (Gross sales – Tax – Service

Charge)

Where in:Cost of direct issues- cost of goods that were

delivered within the day or within the costing period and endorsed directly to the kitchen right after the receiving transaction. This data can be taken from the receiving summary of the receiving clerk.

Cost of store issues- refer to the cost of goods that were stored in the storeroom and later issued to the kitchen out of their requisitions. The data can also be gathered from the records of requisition and issuance.

Gross food cost- the total cost of all direct issues and store issues.

Credits- refer to consumption that were taken from the goods purchased but did not generate sales. For example, food eaten by officers as part of officers’ meal or food served to employees as part of their meal privilege.

Net food cost- cost of goods after the credits are deducted from the gross food cost

Net food sales- is the net income derived by deducting allowable taxes and service charge from the gross sales

Food cost percentage- is the ratio of net food cost over net food sales.

Labor Cost

Labor Cost Percentage = Labor Cost Food Sales

Example : Food sale is 1,000 and the labor cost is 2.50Labor Cost % = 2.50 = 25%

1,000

Controlling Labor CostCross-Train Your Staff

Conduct Frequent Staff Audits and Reviews

BarsCycle of beverages:

Duties of a Bar Manager

Supervising the ordering process and storage of wine

Preparing a wine listOverseeing a staffMaintaining cost controlAssisting guest with their wine selectionsProper service of wineKnowledge of beers and liquors

Kinds of BarLobby bar

Restaurant Bar

Service Bar

Catering & Banquet Bar

Pool Bar

Sports Bar

Night Club Bar

Bar efficiency is measure by the pour/cost percentage. Food and Bev. Director expect a pour cost control of between 16-24 percent. Operations with lower pour cost control have more efficient control system.

Portion Size Control- Portion size control is the standardization of beverages in order to control both quantity of liquor and quality of the drink. It is vital to create a method for pouring exact portions because you are often dealing with numerous bartenders and possibly high turnover. The point here is consistency. Meeting customer expectation may even be more important for good profit than setting your drink prices correctly. Another advantage of consistency is accurate control of the amount of liquor poured. If you control the quantity of liquor, you also control costs. In this way, you can maintain your cost-to-sales-ratio and protect your profit. to achieve all of this, standardize three elements of each drink: size, recipe and glass.

Another advantage of consistency is accurate control of the amount of liquor poured. If you control the quantity of liquor, you also control costs. In this way, you can maintain your cost-to-sales-ratio and protect your profit. to achieve all of this, standardize three elements of each drink: size, recipe and glass.

Beverage Cost ControlPour cost percentage – is obtained by dividing

the cost of depleted inventory by sales over a period of time.

Portion Size Control- is the standardization of beverages in order to control both quantity of liquor and quality of the drink.

3 Common Methods of Measuring liquor

Automated pouring device- using an automated pouring device, the major ingredients are measured and dispensed through a handgun or specialized pourer. These shut-off at pre-established amounts per drink.

Using jigger- the bar staff pours drinks using an established jigger size and to fill them only to the line on the jigger.

Free-pour- this is a subjective form of measurement that involves turning the bottle, with a pourer in place, and pouring upside down at full force. The bartender counts in his head to pour an ounce.

Other beverage controlsMonitoring the stock of each beverage item

at all times using a bin card. A typical bin card shows the brand name, bottle size, quantity on hand, and bin or inventory code, number. The minimum or maximum stock levels may also be recorded on the cards, as this information makes it easier to determine purchasing needs. The card is then affixed to appropriate shelf. Bin cards note each entry and exit of a product. They are also very useful in a perpetual inventory system.

Bin Card

Common Problems:PilferagesOver chargingUnder pour Over pour

Serve Safe Alcohol

If a guest becomes intoxicated and is still served alcohol or a minor is served alcohol and is involve in a accident, then the server of the beverage, the bar person, and the manager may be liable for the injuries sustained by the person who was harmed

Stewarding Dept.

Functions of the Chief Steward:- Cleanliness of the back of the house.- Maintaining clean glass wares, china and

cutlery- Maintaining strict inventory control and

monthly stock check.- Maintenance of dishwashing machines.- Inventory of chemical stock- Sanitation of kitchen, banquet aisles

storerooms, walk-in freezers, and all equipment- Forcasting labor and cleaning supplies

Catering DepartmentCatering includes a variety of occasions

when people may eat at varying times, it has a broader scope than banquet.

Banquets refers to the group of people who eat at one time and in one place

2 Divisions of CateringOn-premise – the event is catered in the hotelOff-premise - the event is catered away from

the hotel

Duties of Catering DirectorSell conventions, banquets and functionsLead a team of employees.Set individual and department sales and cost

budgetsSet service standardsEnsure the catering department is properly

maintained.Be extremely creative and knowledgeable

about food and wine service

Duties of Catering CoordinatorHe handles and control the “bible” or

function diary .He/she must see that the contracts are

correctly prepared and checked

Catering Services ManagerResponsible the service of all functionsSupervising the catering house persons in

setting up the room.Cooperations with the banquet chef to check

menus and service arrangements.Check the cleint’s satisifaction on room set-up,

food and beverage service.Making out client bills immediately after the

function.Calculating and distributing the gratuity and

service charge for the service personnel.

Client list of CateringTrade showExhibitionsVarious

companiesGroupsAssociationMilitaryEducationReligious groups

Fraternal market

Most Frequent Catering EventsMeetingsConventionsDinnersLuncheonsWeddings

Room Set Ups

Typical Room Set-upsTheater Style

Rows of chairs are places with a center group of chair of chairs and two aisle

Classroom StyleTables usually slim

(18 inch ones).Usually takes about

three times as much space as theater style and takes more time and labor to set up and break down

Horsehoe StyleFrequently used

when interaction is sought among the delegates such as training sessions and workshops.

Dinner StyleGenerally catered at

round tables of eight or ten persons for large parties.

Catering Event OrderKnown as “banquet

event order” Is prepared/completed for each functions to inform not only the client and the hotel personnel about essential information

Room Service/In Room Dining

Trends in Lodging Food & Bev OperationsThe use of branded restaurants instead of

hotel operating their own restaurants.More casual restaurants and beverageTheme restaurantsBeverage outlets are converted into a sports

themed bar.Uses of the latest technologyMore low fat-low carb menu items

AssignmentVisit a hotel restaurant in your area. Make a

note of how busy the establishment is.Does it satisfied with the appropriate

number of employeesContact a bar manager in your area.

Discuss with him/her how to monitor pilferage and overpouring