introduction to hotel industry
TRANSCRIPT
INTRODUCTION TO HOTEL INDUSTRY
Ms. Roma GandhiDr. BMN College of Home Science
NAAC Accredited ‘A’ Grade CGPA 3.64/4UGC Status: College for Potential of Excellence
WHAT IS A HOTEL????• A hotel is an establishment that provides paid
lodging on a short term basis
• Provides basic accommodation, in times past, consisting only of a room with a bed, cupboard, a small table and a wash stand
• Largely been replaced by rooms with modern facilities including en - suite bathrooms and air conditioning or climate controls
BASED ON LOCATION
FACILITIES OFFERED
BASED ON PROPERTY
LENGTH OF GUEST STAY
TYPE OF CLIENTELE
PRICING PLANS
BASIS OF OWNERSHIP
CLASSIFICATION OF HOTELS
2. BASED ON PROPERTY• Small hotels: hotel with 100 rooms and less
• Medium size hotels : hotel with 100 – 300 rooms
• Large hotels: hotel which ahs more than 300 rooms
• Mega hotels: hotels with more than 1000 rooms
• Chain hotels: these are the group which has hotels in many number of locations in India and international
3. PRICING PLANS• European Plan : room charges only
• American Plan : rooms + all meals
• Modified American Plan : room + breakfast + lunch or dinner
• Continental Plan : room + continental breakfast
• Bed and Breakfast : room + English breakfast
4. TYPE OF CLIENTELE• Business hotel
• Group hotel
• Family hotel
• Convention hotel
• Youth hostels
• Casino hotel
5. LENGTH OF GUEST STAY• Transient hotels
• Residential or semi – residential properties
• Time share properties
6. BASIS OF OWNERSHIP• Hotels can be categorized by ownership. There are six
different ways hotels can be owned and operated.
• Independently owned and operated
• Independently owned but leased to an operator
• Owned by single entity or group that ahs hired a hotel management company to operate the property
• Owned and operated by a chain
• Owned by an independent investor or group and operated by a chain
• Owned by an individual group and operated as a franchise of a chain
7. FACILITIES OFFERED
• Star rating
• Deluxe hotels
• Sports hostels
• Budget hotels
• Bed & breakfast
*STAR RATING*ONE STAR RATING Usually denotes independent and name brand hotel chains with a reputation for offering consistent quality amenities. The hotel is usually small to medium-sized and conveniently located to moderately priced attractions. The facilities typically include telephones and TV′s in the bedroom. Some hotels offer limited restaurant service; however, room service and bellhop service is usually not provided
TWO STAR RATING
Typically smaller hotels managed by the proprietor. The hotel is often 2 - 4 stories high and usually has a more personal atmosphere. It′s usually located near affordable attractions, major intersections and convenient to public transportation. Furnishings and facilities are clean but basic. Most will not have a restaurant on site but are usually within walking distance to some good low-priced dining. Public access, past certain hours, may be restricted
THREE STAR RATING
Typically these hotels offer more spacious accommodations that include well appointed rooms and decorated lobbies. Bellhop service is usually not available. They are often located near major expressways or business areas, convenient to shopping and moderate to high priced attractions. The hotels usually feature medium-sized restaurants that typically offer service breakfast through dinner. Room service availability may vary. Valet parking, fitness centres and pools are often provided.
FOUR STAR RATING
Mostly large, formal hotels with smart reception areas, front desk service and bellhop service. The hotels are most often located near other hotels of the same caliber and are usually found near shopping, dining and other major attractions. The level of service is well above average and the rooms are well lit and well furnished. Restaurant dining is usually available and may include more than one choice. Some properties will offer continental breakfast and/or happy hour delicacies. Room service is usually available during most hours. Valet parking and/or garage service is also usually available. Concierge services, fitness centres and one or more pools are often provided.
FIVE STAR RATING
These are hotels that offer only the highest level of accommodations and services. The properties offer a high degree of personal service. Although most five star hotels are large properties, sometimes the small independent (non-chain) property offers an elegant intimacy that can not be achieved in the larger setting. The hotel locations can vary from the very exclusive locations of a suburban area, to the heart of downtown. The hotel lobbies are sumptuous, the rooms complete with stylish furnishing and quality linens.
The amenities often include: VCR′s, CD stereos, garden tubs or Jacuzzis, in-room video library, heated pools and more. The hotels feature up to three restaurants all with exquisite menus. Room service is usually available 24 hours a day. Fitness Centers and valet and/or garage parking are typically available. A concierge is also available to assist you.
DEPARTMENTAL CLASSIFICATION• An hotel can provide good service, when its all
departments work together in an efficient and effective
way, by showing good team work, coordination and communication.
• The most important function of a hotel is to provide
food and shelter to prospective guest. To provide food & shelter, there are number of departments or areas required, who must all function together round-the-clock 24/7 .
These departments are broadly categorized into two groups:
• OPERATIONAL DEPARTMENT (Core Department)Front office (revenue centre) Food & Beverage service (revenue centre) House keeping (cost centre) Food production (kitchen) (cost centre)
• ADMINISTRATIVE DEPARTMENTS (Support Department)Maintenance department Account department Human resource department Electronic data processing department Communication department Security department Purchase department Stores Sales & marketing department
ROOMS• The sales of rooms contributes approximately 50% or
more to the total revenue of the hotel.
• A room ‘sale’ occurs when a room is leased for occupation for 24 hours at a predetermined cost.
WHAT DOES A ROOM MEAN TO A GUEST?
It means
• Comfort
• Security
• Privacy convenience
• Cleanliness and hygiene
• A “ Home away from Home”
TYPES OF ROOMS• Single roomA room which has single room facility
• Double Room
A room which has double bed facility
• Twin room
A room which has two single beds separated by a centre table
• Interconnecting Rooms
Two rooms which shares a common door, mostly used by families.
• Adjoining rooms
Two rooms shared by a common wall mostly preferred by groups
• Hollywood Twin Rooms
A room which ahs two single beds but shares a common headboard
• Duplex rooms
A room which is been spread on two floors connected by an internal staircase
• Cabana rooms
A room which is near a water body or the pool area
• Studio rooms
A room with sofa cum bed facility
• Parlor rooms
A room which is used for sitting and not for sleeping
• Lanai Rooms
A room which oversees a scenic beauty for example, garden, landscape or waterfall.
• Efficiency rooms
A room with a kitchen facility
• Hospitality rooms
A rooms where the hotel staff entertains their guests
• Suites
A room comprises of two or more bedroom, a living area and a dining area
TYPES OF RATES AND PLANS• A hotel normally develops room rates based on various
purposes it serves:
1. MINIMUM – MODERATE MAXIMUM RATES
2. THE RACK RATE
3. ROOM PLANS
• These plans are:
1. European Plan (EP) : charges for the rooms only
2. American Plan (AP) : charges for rooms and all meals
3. Modified American Plan (MAP) : charges for room + breakfast and lunch or dinner
4. Continental Plan : charges for room and a continental breakfast
5. Bed and Breakfast : charges for room and English breakfast
