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General Hotel Knowledge

The document discusses the hotel industry and provides information about various aspects of hotels. It defines what a hotel is, describes the hospitality industry and the importance of customer service. It also outlines different types of commercial accommodations, hotel classifications, the main business areas of hotels, basic hotel requirements including facilities, products, personnel and management. Finally, it discusses hotel organization and different departments within a hotel.

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Grandpermatahati Hotel
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478 views63 pages

General Hotel Knowledge

The document discusses the hotel industry and provides information about various aspects of hotels. It defines what a hotel is, describes the hospitality industry and the importance of customer service. It also outlines different types of commercial accommodations, hotel classifications, the main business areas of hotels, basic hotel requirements including facilities, products, personnel and management. Finally, it discusses hotel organization and different departments within a hotel.

Uploaded by

Grandpermatahati Hotel
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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PENGANTAR

PERHOTELAN
HOTEL INDUSTRY
• HOTEL IS “CITY IN THE CITY “
• HOSPITALITY INDUSTRY
 SMILING
 GREETING
 HELP & FRIENDSHIP
GUEST IS THE KING
RULE NO.1
GUEST IS ALWAYS
RIGHT
RULE NO. 2
IF THE GUEST IS
WRONG SEE RULE NO.
1
GUEST IS NOT
ALWAYS RIGHT
BUT
THEY ARE ALWAYS
THE GUEST
Hotel adalah suatu
jenis akomodasi yang
mempergunakan
sebagian atau seluruh
bangunan untuk
menyediakan jasa
penginapan, makan
dan minum serta jasa
lainnya bagi umum
yang dikelola secara
komersial
TYPES OF COMMERCIAL
ACCOMODATION
 HOTEL
 MOTEL
 LODGEMENT
 CAMPING GROUND
 YOUTH HOSTEL
 GUEST HOUSE
 INN
 MARINA
 BOATEL
 CARAVAN STE
 HOLIDAY CAMP
HOTEL CLASSIFICATION

1. PLAN
A. EUROPEAN PLAN
B. CONTINENTAL PLAN
C. MODIFIED AMERICAN PLAN
D. FULL AMERICAN PLAN
2. SIZE & NUMBER OF ROOMS
A. SMALL HOTEL
B. EVERAGE HOTEL
C. ABOVE EVERAGE HOTEL
D. LARGE HOTEL
E. MEGA

3. TYPE OF PATRONAGE
A. FAMILY HOTEL
B. BUSINESS HOTEL
C. TOURIST HOTEL
D. TRANSIT HOTEL
E. CURE HOTEL
F. CONVENTION HOTEL
4. LENGTH OF STAY
A. TRANSIENT HOTEL
B. RESIDENT HOTEL
C. SEMI-RESIDENT HOTEL

5. LOCATION
A. RESORT HOTEL
B. MOUNTAIN HOTEL
C. BEACH HOTEL
D. CITY HOTEL
6. GOVERNMENT AND ASSOCIATION
CLASSIFICATION
A. STAR SYSTEM (*****)
B. RATE OR GRADE SYSTEM
THE MAIN BUSINESS OF
HOTEL INDUSTRY

1. SELLING ACCOMODATIONS
2. SELLING FOOD & BEVERAGES
3. SELLING OTHERS SERVICES
HASIL STUDI OLEH HORWATH & HORWATH INTL &
LAVENTHOL & HORWATH WORLDWIDE LODGING
INDUSTRY

PERSENTASE DISTRIBUSI PENDAPATAN HOTEL


 PENJUALAN KAMAR = 52.4%
 PENJUALAN MAKANAN = 25.5%
 PENJUALAN MINUMAN = 11.1%
 MINOR OPERATED DEP = 6.5%
 LAIN-LAIN = 4.5%
THE BASIC REQUIREMENT OF
THE HOTEL BUSINESS

1. FACILITIES
2. PRODUCT
3. PERSONNEL
4. MANAGEMENT
1. HOTEL FACILITIES
LOBBY
LOBBY

LOBBY HOTEL
LOBBY
LOBBY

LOBBY & SHOPPING ARCADE


LOBBY

LOBBY HOTEL
GUEST ROOMS
GUEST ROOMS
GUEST ROOMS
EXERCISE ROOMS
FITNESS CENTER
FITNESS CENTER
RESTAURANT
RESTAURANT

RESTAURANT
RESTAURANT
LOUNGE & BAR
LOUNGE
MEETING ROOMS
MEETING ROOM
MEETING ROOMS
GAMES ROOMS
BATHROOM
BATH ROOM
SWIMMING POOL
SWIMMING POOL
BALCONY
SHOPPING ARCADE
BUSINESS CENTRE
WHAT DO YOU SEE ??
2. HOTEL PRODUCT
 TANGIBLE PRODUCT
 Guest room, F&B, Laundry, Function room,
Entertainment, Shops, etc.

 INTANGIBLE PRODUCT
 Services from employee, security, safety, sanitation,
hygiene, cheerfulness, sense of beauty, comfort.
3. HOTEL PERSONNEL

 THE GENERAL REQUIREMENT OF HOTEL’S


PERSONNEL ARE:
 WILLINGNESS
 HAVE KNOWLEGDE, SKILL & GOOD
ATTITUDE BASED ON THEIR JOB
 HAVE SENSE OF BELONGING AND A
SENSE OF RESPONSIBILITIES
 BECOME CONSCIOUS THAT CAREERS ARE
TOTALLY DEPENDENT ON HAVING GUEST
4. HOTEL MANAGEMENT

 THE MAIN OBJECT OF HOTEL IS TO GET PROFIT.


TO ACHIEVE THIS REQUIRES A MANAGEMENT
TEAM. THIS TEAM SHOULD BE BACKED UP BY
QUALIFIED PERSONNEL WHO HAVE:
 KNOWLEDGE
 SKILL
 EXPERIENCES
 CORRECT ATTITUDE TOWARD THE HOTEL
BUSINESS
Hotel Organization
A hotel needs an organization in
order to operate smoothly
If the line of authority is unclear
then the identification of
information and communication
links may also be difficult to
follow
All employee should be
able to identify easily
their:

1.Departments
2.Sections
3.Functions
4.Positions
5.Supervisors
6.Subordinates
ORGANIZATION CHART
GENERAL MANAGER

FRONT OFFICE EXECUTIVE FOOD & BEVERAGE


MANAGER (FOM) HOUSEKEEPER MANAGER

HOUSEKEEPING
ASST. FOM
SUPERVISOR

FRONT OFFICE
ROOMBOY
SUPERVISOR

RECEPTIONIST HELPER

TELEPHONE OPERATOR

Traditional type
Hotel Departement/Section
The hotel industry has various
section which can be classified
into departemental or sectional
Function:
1. Front Office
2. Housekeeping & Laundry
3. Food & Beverage
4. Accounting
5. Marketing
6. Engineering
7. Personnel
FRONT OFFICE DEPARTMENT
 MAIN FUNCTION:
“SELLING ROOMS TO GUEST”
 SECTIONS:
 RESERVATION SERVICE
 PORTER’S / BELL SERVICE
 RECEPTION / FRONT DESK
 SWITCHBOARD/TELEPHONE OPERATOR
 FRONT OFFICE CASHIER
HOUSEKEEPING
DEPARTMENT
 MAIN FUNCTION:
“CLEANING AND MAINTAINING THE GUESTS ROOMS
AND PUBLIC AREA OF HOTEL”

 SECTIONS
 ROOMS OR FLOOR SECTION
 PUBLIC AREA SERVICE
 LAUNDRY & LINEN
FOOD & BEVERAGE
DEPARTMENT
 MAIN FUNCTION:
1. PURCHASING
2. RECEIVING
3. STORING
4. ISSUING
5. PRODUCING
6. SERVING
7. SELLING FOOD & BEVERAGES
FOOD & BEVERAGE SERVICE
 SECTION:
1. RESTAURANT/COFFEE SHOP
2. BAR
3. ROOM SERVICE
4. STEWARDING
FOOD & BEVERAGE PRODUCT
 SECTION:
1. SAUCE
2. SOUP
3. LARDER
4. PASTRY
5. BUTCHER
ACCOUNTING DEPARTMENT
 MAIN FUNCTION:
“RECORDS, CLASSIFIES, INTERPRETS
AND CONTROLS FINANCIAL DATA”
 PART OF HOTEL ACCOUNTING:
1. REVENUE CENTER
2. COST CENTER
MARKETING DEPARTMENT
 THE SUCCESS OF SELLING THE
HOTEL’S PRODUCT DEPENDS ON THE
EFFORT OF MARKETING.
 MARKETING HAS BECOME ONE OF THE
MOST VITAL FUNCTION OF HOTEL
INDUSTRY.
Find The Missing
People!
There are a total
of nine
Skull Or a
couple?
HAVE YOU
SMILED
TODAY?????

LET ME SHOW
YOU HOW..............
Tahukah kamu bahwa
senyum itu menular?
Menerimanya seperti
terjangkit flu.

Hari ini seseorang


tersenyum padaku,
dan aku balas
tersenyum juga.
.

Di pojok ruangan
seseorang melihatku
tersenyum
dan ia mulai tersenyum
pula.
Aku jadi sadar bahwa
senyum dapat ditularkan.

Lalu aku memikirkan dan


mengukur senyumku.
Senyum yang unik, seperti
senyumku,
dapat menyebar ke seluruh
dunia.
Jadi, kalau kamu merasa
ingin tersenyum,
janganlah berusaha
menghentikannya .

Marilah kita mulai


menyebarkan wabah
senyum sekarang juga,
hingga mempengaruhi
seluruh dunia!
Lagi pula, bukankah setiap
orang membutuhkan
senyum?!!!

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