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Opsman Reviewer

This document discusses various types of hotel properties including hotels, motels, all-suites hotels, limited service hotels, and extended stay hotels. It also covers hotel market orientation, sales indicators like occupancy, average daily rate, yield percentage, and revenue per available room. The document outlines different levels of hotel service and affiliation including chain, franchise, company owned, referral, management contract, and independent hotels. Finally, it describes the roles and responsibilities of key hotel management positions and how different hotel departments communicate and work together.

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Kris Tel Ybañez
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© © All Rights Reserved
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Download as DOCX, PDF, TXT or read online on Scribd
40 views

Opsman Reviewer

This document discusses various types of hotel properties including hotels, motels, all-suites hotels, limited service hotels, and extended stay hotels. It also covers hotel market orientation, sales indicators like occupancy, average daily rate, yield percentage, and revenue per available room. The document outlines different levels of hotel service and affiliation including chain, franchise, company owned, referral, management contract, and independent hotels. Finally, it describes the roles and responsibilities of key hotel management positions and how different hotel departments communicate and work together.

Uploaded by

Kris Tel Ybañez
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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OPERATIONS MANAGEMENT

ELEMENT 2: DEVELOP UNDERSTANDIN OF HOSPITALITY INDUSTRY PARAMETERS

Types of hotel properties

a. HOTELS
 Usually offers guests a full range of accommodations and services.
b. MOTELS (Motor Hotel)
 Offer guests a limited range of services.
c. ALL-SUITES
 These hotels offer guests a wide range of services.
d. LIMITED-SERVICE HOTELS
 The concept of limited service was developed for a specific segment of the market: business and cost-
conscious travelers.
e. EXTENDED-STAY HOTELS
 Properties were designed to offer guests a home-away-from-home atmosphere over long stays precipitated
by business, leisure, or personal necessity.

Market orientation/location

a. RESIDENTIAL – which provide guest accommodations for the long term.


b. COMMERCIAL – which provide short-term accommodations for traveling guests.

Sales indicators

 including hotel occupancy and average daily rate


 this information is necessary for business investors to estimate the profitability of a hotel.

a. OCCUPANCY
 occupancy percentages measure the effectiveness of the marketing and sales department as well as the
external and internal marketing efforts of the front office.
 Occupancy percentage is also used by investors to determine the potential gross income.
b. AVERAGE DAILY RATE (ADR)
 Sometime referred to as room rate
 Used in projecting room revenues the amount of room sales received for a hotel.
c. YIELD PERCENTAGE
 Measures a hotel manager’s efforts in achieving maximum occupancy at the highest room rate possible.
d. REVENUE PER AVAILABLE ROOM (RevPAR)
 Determined by dividing room revenue received for a specific day by the number of rooms available in the
hotel for that day.
 This measures the profitability of the rooms and is dependent of the rooms and is dependent of the number
of rooms not being sold.

Levels of service

a. FULL-SERVICE
 Level that provides a wide range of conveniences for the guest.
 Not limited to reservations, on-premises dining, banquet and meeting facilities, and recreational facilities.
b. ALL-SUITES
 Indicates a level of service appropriate for a guest who desires an at-home atmosphere.
c. LIMITED-SERVICE
 Emphasize basic room accommodations, guest amenities, and minimal public areas.
d. EXTENDED-STAY
 Service that offers a home-away-from-home atmosphere for business executives, visitors, and families who
are planning to visit an area for an extended period.
Affiliation

 Indicate either chain or independent ownership of hotels, also categorize the hotel industry.
 Recognizable by consumer
 Such features as brand name structural appearance and ambience.

a. CHAIN
i. FRANCHISE – include hotels that purchase operational and marketing services from corporation, are further
divided into franchise, referral, company-owned properties, and management contract companies.
ii. COMPANY-OWNED – a hotel that is owned and operated by a chain organization, allows the hotel company
developer to act as an independent entrepreneur.
iii. REFERRAL – operate as an independent in association with a certain chain.
iv. MANAGEMENT CONTRACT – a management contract property, a hotel operated by a consulting company
that provides operational and marketing expertise and a professional staff, is similar to a referral property.
b. INDEPENDENT – hotel operations are not affiliated with any chains and operates on their own standards and policies.

Brands – hotel brands are an important part of the lodging industry, especially in consumer marketing.

 GENERAL MANAGER
 the person in charge of directing and leading the hotel staff in meeting its financial, environmental and
community responsibilities
 fits his or her plan to meet the goals of the company
 span of control positions in an organization
 provides leadership to meet organizational goals of profitability and service

Organizational charts – schematic drawings that list management positions in an organizations

 ASSISTANT GENERAL MANAGER/DIRECTOR OF ROOMS


 Holds a major responsibility in developing and executing plans developed by the corporate owners, the
general manager and other member, and other members of the management staff.
 Sometimes referred to as the rooms division manager
 FOOD AND BEVERAGE DIRECTOR
 Responsible for the efficient operation of the kitchen, dining rooms, banquet service, room service, and
lounge.
 EXECUTIVE HOUSEKEEPER
 Responsible for the upkeep of the guest rooms and publiFc of the lodging property.
 FLOOR INSPECTOR
 Person who supervises the housekeeping function on a floor of a hotel, each housekeeping employee must
be trained in standard inspection techniques.
 DIRECTOR OF ENGINEERING
 This person oversees a team of electricians, plumbers, heating , ventilating, and air-conditioning contractors,
and general repair of the lodging property.
 HUMAN RESOURCES MANAGER
 This person is responsible for administering federal, state, and local employment laws as well as advertising
for and screening job candidate and interviewing, selecting, orienting, training, and evaluating employees.
 MARKETING AND SALES DIRECTOR
 The person in this position plays an essential rile in all departments of the hotel.
 FRONT OFFICE MANAGER
 Responsible for operating maintaining the reservation system.
 CONTROLLER
 Internal accountant of a hotel
 Responsible for the actual and effective administration of financial data produced daily in a hotel
 DIRECTOR OF SECURITY
 Works with department directors to develop cost-control procedures that help ensure employee honesty
and guest safety.

 MARKETING AND SALES DEPARTMENT


 Relies n the front office to provide data on guest histories, or details concerning each guest’s visit.
 BANQUET MANAGER
 Responsible for fulfilling the details of service for banquet or special event, or sales associate, who books
the guest’s requirement for banquet and other special events, might be busy with another function.
 HOUSEKEEPING DEPARTMENT (largest dept)
 Housekeeping and the front office communicate about housekeeping room status, the report on the
availability of the rooms for immediate guest occupancy.
o Available clean, or Ready – room is ready to be occupied
o Occupied – already occupying a room
o Stay-over – guest will not be checking out of the room on the current day
o Dry or On-change – guest has checked out of the room but the housekeeping staff has not to
released the room for occupancy
o Out-of-order – room is not available for occupancy because of the mechanical malfunction
 Housekeeping and front office also communicate on the details of potential house count (report of the
number of guests registered in the hotel)
 Housekeeper’s room report – prepared by the housekeeper that lists the guest room occupancy status as
vacant, occupied, or out of order.
 Room sales projections – a weekly report prepared and distributed by the front office manager that
indicates the number of denatures, arrivals, walk-ins, stay-overs, and no-shows to schedule employees.
 FOOD AND BEVERAGE DEPARTMENT (2nd largest dept)
 Communication between food and beverage department and the front office is essential.
o Transfers – used to communicate a charge to a guest’s account, are used to relay messages and
provide accurate information.
o Predicted house counts – estimate of the number of guests expected to register based on
previous occupancy activities
o Paid-outs – forms used to indicate the amounts of monies paid out of the cashier’s drawer
o Point-of-sale-terminals – computerized cash registers that interface with a property management
system
 BANQUET DEPARTMENT
 Which often combine the functions of the marketing and sales department and a food and beverage
department, requires the front office to relay information to guests about scheduled events and bill
payment.
 MAINTENANCE AND ENGINEERING DEPARTMENT
 Maintenance and engineering department and front office communicate on room status and request for
maintenance service.
 SECURITY DEPARTMENT
 Communications are important between security and front office in proving hospitality to the guests
 HUMAN RESOURCES DEPARTMENT
 May rely on front office staff to act as an initial point for potential employees in all departments.

THE ROLE OF TOTAL QUALITY MANAGEMEMENT TO EFFECTIVE COMMUNICATION

Total quality management (TQM) – a management technique that encourages managers to look with a critical eye at process
used to deliver products an services.

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