Module 1. Hospitality and Accommodation

Lecture (L) 1. Introduction to Hotel Business. Short History& Definitions.

A brief History of the Hotel Industry

The history of hotels is intimately connected to that of civilisations. Or rather, it is a part of that

history. Facilities offering guests hospitality have been in evidence since early biblical times.

The Greeks developed thermal baths in villages designed for rest and recuperation. Later, the

Romans built mansions to provide accommodation for travellers on government business. The

Romans were the first to develop thermal baths in England, Switzerland and the Middle East.

Later still, caravanserais appeared, providing a resting place for caravans along Middle Eastern

routes. In the Middle Ages, monasteries and abbeys were the first establishments to offer refuge

to travellers on a regular basis. Religious orders built inns, hospices and hospitals to cater for

those on the move.

From antiquity to the Middle Ages - The history of hotels is intimately connected to that of

civilisations. Or rather, it is a part of that history. Facilities offering guests hospitality have been

in evidence since early biblical times. The Greeks developed thermal baths in villages designed

for rest and recuperation. Later, the Romans built mansions to provide accommodation for

travellers on government business. The Romans were the first to develop thermal baths in

England, Switzerland and the Middle East.

Later still, caravanserais appeared, providing a resting place for caravans along Middle Eastern

routes. In the Middle Ages, monasteries and abbeys were the first establishments to offer refuge

to travellers on a regular basis. Religious orders built inns, hospices and hospitals to cater for

those on the move.

Inns multiplied, but they did not yet offer meals. Staging posts were established for

governmental transports and as rest stops. They provided shelter and allowed horses to be

changed more easily. Numerous refuges then sprang up for pilgrims and crusaders on their way

to the Holy Land.

Travelling then became progressively more hazardous. At the same time, inns gradually

appeared in most of Europe. Some of them have remained famous, for example, l' Auberge des

Trois Rois in Basle, which dates from the Middle Ages.

Around 1200, staging posts for travellers and stations for couriers were set up in China and

Mongolia.

In Europe, or more precisely in Belgium, l' Auberge Cour Saint Georges opened in Gant, while

the Angel Inn was built at Grantham in Lincolnshire, England.

The start of the hotel industry - In France, at the beginning of the fifteenth century, the law

required that hotels keep a register. English law also introduced rules for inns at that time. At the

same time, around 1500 thermal spas were developed at Carlsbad and Marienbad.

During this epoch, more than 600 inns were registered in England. Their architecture often

consisted of a paved interior court with access through an arched porch. The bedrooms were

situated on the two sides of the courtyard, the kitchen and the public rooms at the front, and the

stables and storehouses at the back. The first guide books for travellers were published in France

during this period.

An embryonic hotel industry began to develop in Europe. Distinctive signs were hung outside

establishments renowned for their refined cuisine. At the end of the 1600s, the first stage coaches

following a regular timetable started operating in England. Half a century later, clubs similar to

English gentlemen's clubs and masonic lodges began to appear in America.

In Paris in the time of Louis XIV, the Place Vendôme offered the first example of a multiple-use

architectural complex, where the classical façades accommodated boutiques, offices, apartments

and also hotels.

See more http://answers.yahoo.com/question/index?qid=20070819023229AAssgCy

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L 2. Accommodation types for tourists recommended by UNWTO Classification

http://www2.unwto.org/en/agora/about-hotel-classification-systems

About Hotel Classification Systems | World Tourism Organization ...

4 days ago – UNWTO AGORA: an open forum to share opinions and concept papers. ...

UNWTO AGORA: an open forum to share opinions and concept papers.

About Hotel Classification Systems

Submitted by fpierret on Wed, 01/09/2013 - 10:52 Difusion date: Wed 09 Jan 2013

The matter of the classification of tourism accommodations is particularly difficult for at least

two reasons:

First of all, due to the large diversity of types of tourism accommodations, a diversity that is

constantly increasing;

Also, due to the large diversity of classification systems that are themselves embedded in highly

different cultural and economic contexts.

I will therefore try to successively address four aspects of this matter:

The objectives and the general framework of classification

Systems for classification management

Classification criteria

Monitoring/enforcement

The first question that arises, of course, is: Why have a classification system? Or in other words,

what are its objectives? I see at least five:

To inform consumers. This point is very important because, by definition, a hotel is far from the

home of the tourist, and consumers cannot just go to the corner supermarket or the

neighbourhood retailer to see and possibly try out their future purchase. Classification thus

constitutes an indicator, a piece of information that should give confidence to the consumer

before, during and after his stay.

The second objective is to have a standardized listing allowing intermediaries, which are the tour

operators and travel agencies, to have a reference they can use when preparing their catalogues,

when negotiating wholesale deals with a hotel chain, or when putting together a customized

product.

The third objective is that of constituting an instrument for marketing and promotion. This would

be useful, first of all, for the hotels, which by featuring how many stars they have will be able to

promote their specific characteristics, and their additional services, based on the "certification

platform" provided by their stars. It is also useful at the governmental level. You will note in this

regard that practically all governments that are reforming their classification systems highlight

their desire to bring the quality of their national tourism up to a higher level. In this way, the

classification system itself can also become an element of promotion.

A fourth objective is to use the quality-measurement tool that is the classification system to

provide the hotel profession with a coherent framework that makes it possible to evaluate in a

consistent manner a sector that is characterized by the extreme diversity of accommodation units,

the vast majority of which, in both number and volume, are managed by individual entrepreneurs

or by enterprises with fewer than 10 employees.

Lastly, in certain countries, classification serves as a reference for the implementation of public

policies, such as the granting of subsidies or certain tax breaks.

See Download PDF:

hotel_classification_systems.pdf

Al-Farabi KazNU Hotel Business Uvarova A.K.

L 3. Different types of accommodation in the hospitality industry.Accommodation Types

Bed & Breakfast

A Bed and Breakfast (B&B) is a private home in which guests can be accommodated at night in

private bedrooms (which may or may not have private bathrooms).

The owner or manager lives in the house or on the property. The public areas of the house, such

as kitchen and lounge have either limited access for guests, or are shared with the host family to

some degree. The business may be run as a secondary occupation. Breakfast is included in the

price (generally either continental or full-English). Other meals may be available by

arrangement.

Backpacker Hostel

A hostel (or backpacker) establishment is aimed at the budget traveller and generally attracts a

younger clientele. Bedrooms are in a dormitory style (shared) and bathrooms are shared,

although private bedrooms may be available. Light meals may be available in addition to the

room rate.

Boutique Hotel

A boutique hotel is a 5 star establishment providing all the features and facilities of a normal

hotel, in a unique and exclusive style. These properties are generally small, feature top class

service and are marketed to the affluent.

Guest House

A guesthouse is generally a private home which has been converted for the dedicated and

exclusive use of guest accommodation. The public areas of the establishment are for the

exclusive use of the guests. The owner or manager either lives off-site, or in an entirely separate

area within the property.A Guesthouse offers a wider range of services than a B&B, and usually

caters for all meals.

Hotel

A hotel is generally the largest of all accommodation types.

There is typically a common reception area, and rooms generally open directly onto a hallway.

The on-site restaurant and other facilities are more accessible to the public than the other

accommodation types. A wide range of guest services is available, such as room service.Hotels

are often members of larger hotel groups, and a similar accommodation experience may be

available in different establishments within the group.

Lodge

A lodge is an accommodation facility which is located and designed to optimize the feeling of

being closely in touch with nature.

The building style should feature natural materials and colouring such as wood, stone and thatch.

An outdoor experience should be offered at the lodge, such as guided walks, game drives etc.

Private Home

A private home not dedicated for full time occupation of guests, but is a private house or

apartment which is temporarily available for rental, often during peak tourism seasons.

Resort

A spread out collection of single or double story accommodation units. Similar to a hotel in that

it offers a wide range of facilities.Units may be rented and available on time-share.A camping

area may be included in the resort.

Self-Catering

A self catering establishment may be primarily one of the other accommodation types, but also

offers dedicated self catering facilities. The unit should feature a fully equipped kitchen to cater

for the maximum people to be accommodated (including fridge, stove, cutlery, crockery,

cooking utensils, cleaning equipment).The kitchen should be for the exclusive use of the guests,

and not shared.

See more http://www.safarinow.com/cms/accommodation-types/irie.aspx

Different types of accommodation in the hospitality industry KINDS OF ACCOMMODATION

http://www.helium.com/items/1491341-kinds-of-accommodation

Al-Farabi KazNU Hotel Business Uvarova A.K.

L 4. Types of foreign hotels. Hotel chains

There are some types of foreing hotels. One of them: Hotels for business people

1970 saw the beginning of the construction of hotels for business people. This movement was

supported by several factors. First of all, there was the will of the airline companies to extend

their efforts in the domain of hotels. Then there was the sudden prosperity, due to black gold, of

Middle Eastern countries which attracted business people from the entire world. This engendered

an important business travel trend - not limited to this region alone - which initiated the

development of hotels primarily designed for business people in Middle-Eastern cities like

Dubai, Abu Dhabi, Riyadh and Jeddah, to mention only the most important. Hotel chains,

attentive to their customers' wishes, started to offer an increasingly varied range of services.

Their rooms became more spacious and the cuisine more refined. Gradually, too, various first

class hotels (among them former palaces and city centre hotels) which had fallen into disrepair

began systematic renovation programmes. The end of the seventies, when China opened its doors

to foreign tourists, also saw the first congresses of international hotel experts.

The third boom in the hotel industry began in 1980, marked by more inventive marketing and the

development of hotels increasingly adapted to a particular type of clientele.

This trend prompted the construction of hotels near airports, hotels for conferences, health

hotels, ski holiday hotels, holiday villages and marina hotels. The first Property Management

Systems (Fidelio, Hogatex, etc.) appear in the hospitality market. In Istanbul in 1984, work

began on the renovation and transformation into a hotel of the prestigious sultans' residence, the

Ciragan Palace in Istanbul. The resulting hotel is no less prestigious than the Ciragan Palace was.

Managed by the Kempinski chain, it opened its 322 rooms to guests in 1991. The first

administrative hotel management systems, offering hotels greater independence from human

resources, then appeared on the market. The hotel industry was becoming more and more

competitive. Business travellers and retired people became important target customers. In the

eighties, too, the Far East began to prepare itself to welcome both business people and the

tourists who were beginning to discover the countries of the rising sun, such as China, South

Korea, Thailand and Japan. The international chains (American for the most part) prepared

expansion plans for Europe, the Middle and Far East which were mainly aimed at congress

participants and business people.

Hotel chains have been searching for alliances and some of them. For example: Holyday Inn,

Intercontinental, and Crown Plaza have merged to form Six continents hotels Chain; Marriot

absorbed Renaissance and Ramada International; Sol Melia opened a new line of Boutique

hotels, Accor signed several joint ventures in the East and the Far East, etc.) Forte acquired

Méridien to reinforce its global position. Starwoods (Sheraton) absorbed the Italian Ciga chain

and Westin. The main expansion zones for the hotel industry in 1994 remained Asia

(particularly China and India), the Middle East (above all, the United Arab Emirates and Egypt)

and Latin America. In Europe, hotel enterprises in the eastern countries (Russia, Croatia,

Slovakia, etc.) decided to renovate dilapidated palaces built at the turn of the century. All the

European capitals started to invest in preparations for the major event of this fin de siècle period,

that is, the celebration of our entry into the third millennium. The 3 star hotel Millennium

enjoying top level of On-line Room Management System is situated at the best site in Opatija at

the Mediterranean coast. Opatija in Croatia corresponds, in terms of reputation, to the level of St.

Moritz in Switzerland. Capitals throughout the world were busy developing the necessary

infrastructure to welcome the millions of tourists for the celebration of this event. Major hotel

chains are drawing up development plans in almost all parts of Europe. These plans primarily

involve the renovation of numerous prestigious hotels in both western and eastern European

countries. Gradually, the great capitals of Europe have been endowed with hotels boasting three,

four and five stars, offering quality services, innovative architecture, style, charm, and interior

design (city Boutique hotels). Specialised hotels offer wellness programs including health and

beauty centres, personalised services and treatments, anti-stress, revitalising, regenerating

programs, etc.

Al-Farabi KazNU Hotel Business Uvarova A.K.

L 5. General characteristics of hotel buildings. The architectural ideas for hotel buildings.

An architectural style is a specific method of construction, characterized by the features that

make it notable. A style may include such elements as form, method of construction, materials,

and regional character. Most architecture can be classified as a chronology of styles which

changes over time. These may reflect changing fashions, changing beliefs and religions, or the

emergence of new ideas and new technology which make new styles possible.

Styles therefore emerge from the history of a society and are documented in the subject of

architectural history. At any time several styles may be fashionable, and when a style changes it

usually does so gradually, as architects learn and adapt to new ideas. The new style is sometimes

only a rebellion against an existing style, such as "post-modernism" (means "after modernism")

which has in recent years found its own language and split into a number of styles with other

names.

Styles often spread to other places, so that the style at its source continues to develop in new

ways while other countries follow with their own twist. For instance, the Renaissance began in

Italy around 1425 and spread to all of western Europe over the next 200 years, with the French,

Belgian, German, English and Spanish Renaissance being recognisably the same style, but with

unique characteristics. A style may also spread through Colonialism, either by foreign colonies

learning from their home country, or by settlers moving to a new land. One example is the

Spanish missions in California, brought by Spanish priests in the late 18th century and built in a

unique style.

After a style has gone out of fashion, there are often revivals and re-interpretations. For instance,

classicism has been revived many times and found fashion as neoclassicism (means "new

classicism"). Each time it is revived, it is different. The Spanish mission style was revived 100

later as the "Mission Revival", and that soon evolved into the Spanish Colonial Revival.

Vernacular architecture works slightly differently and is listed separately. It is the native method

of construction used by local people, usually using labour-intensive methods and local materials,

and usually for small structures such as rural cottages. It varies from region to region even within

a country, and takes little account of national styles or technology. As western society has

developed, vernacular styles have mostly become outmoded by new technology and national

building standards.Contents

1 Chronology of styles see more

Hotel architecture tends to look like office building architecture in some cases, and not that

interesting office architecture, but the dull type. Fortunately, there are also cases of unique and

well thought architectural plans for hotels, showcased in this article through a few examples. A

small number of these are just projects or in construction, but the rest are just architectural

marvels.

http://www.designyourway.net/blog/inspiration/inspiring-hotels-architecture-24-buildings/

Extravaganza- In 1995 construction began in Dubai of one of the most ambitious and

prestigious tourist complexes in the region, the Jumeirah Beach Hotels (Jumeirah Beach hotel,

Burj Al Arab, etc.). These comprise several establishments capable of satisfying the needs of

average tourists, business people and those who can afford real luxury. The talk now is of sixand

seven-star hotels, a surprising designation which is nevertheless perfectly justified by the

luxury of the bedrooms and the facilities they offer, the impeccable service, the high degree of

modern technology, as well as the beauty of the surroundings and the high-quality environment.

In 2004, another Emirate, Abu Dhabi, will welcome the delegates of the Gulf Council Countries.

in the new Conference Palace Hotel (CPH). This superior construction has been specified "to

offer the most outstanding services with a challenging 9 star definition"… We will, of course,

report on it on a later stage.

Al-Farabi KazNU Hotel Business Uvarova A.K.

L6. Public and living hotel premises and service. Life-support systems of hotel.

Interior design describes a group of various yet related projects that involve turning an interior

space into an "effective setting for the range of human activities" that are to take place there.[1]

An interior designer is someone who conducts such projects. Interior design is a multifaceted

profession that includes conceptual development, liaising with the stakeholders of a project and

the management and execution of the design.

Interior design as carried out in the US is an almost entirely different practice to that carried out

in the UK. This article describes interior design that relates mainly to the US.

In the past, Interiors were put together instinctively as a part of the process of building.[1] The

profession of interior design has been a consequence of the development of society and the

complex architecture that has resulted from the development of industrial processes. The pursuit

of effective use of space, user well-being and functional design has contributed to the

development of the contemporary interior design profession.

In ancient India, architects used to work as interior designers. This can be seen from the

references of Vishwakarma the architect - one of the Gods in Indian mythology. Additionally,

the sculptures depecting ancient texts, events are seen in palaces built in 17th century India.

The Dark Ages led to a time of wood paneling, minimal furniture, and stone-slab floors. during

the time people added a deccorative elements by putting wall fabrics and stone carvings. Coming

out of the Dark Ages the work of color and ornamentation was introduced. And in the 12th

century the Gothic Style came out and is noted for opened interiors and natural light.[2]

Throughout the 18th century and into the early 19th Century, interior decoration was the concern

of the homemaker or, in well off families an upholsterer or craftsman may influence the style of

the interior space. Architects would also employ craftsmen or artisans to complete interior design

for their buildings. Towards the end of the 19th century interior decorating emerged as a

profession in the Western world. This was due to various actions, particularly by women, to

professionalise the homemaking process. See more Wikipedia

At Hotel GLO Espoo Sello's we're specialists in customizing your stay. All GLO's lifestyle

products and services such as gym and sauna (in Kämp Spa, downtown Helsinki), internet

connection in the hotel and car parking are free of charge during your stay at Hotel GLO Espoo

Sello, Beside of all these, Hotel GLO has wonderful staff called "GLO hosts" who are happy to

help you if any questions or help to guide yourself in Espoo. Get to know the hotel premises:

Restaurants and Bars Restaurant Carlito's Sello GLO Bar

TV lobby and library

TV lobby and library is located in the hotel's lobby.

Business Centre

The Business Point is located right next to the reception desk and can be used free of charge, for

instance, read e-mail and check the Espoo transport timetables.

Sauna and gym

Hotel GLO Espoo Sello offers you the possibility to enjoy a traditional sauna experience in

Kämp Spa, in downtown Helsinki. Kämp Spa sauna and gym are free of charge for all the hotel

guests. Right next to Hotel GLO Espoo Sello, Elixia gym is available for a fee of 10 euros.

Shopping Centre

Hotel GLO is situated in Shopping Centre Sello which has 160 shops and boutiques.

CONFERENCES

Hotel GLO Espoo Sello houses modern, comfortable and uniquely inviting conference, party and

meeting rooms which are managed by Restaurant Carlito's. The rooms can be modified to

perfectly meet the customer’s needs. The meeting rooms are located in the 9th floor and have a

magnificient view over Espoo.

PARKING Guests at Hotel GLO Espoo Sello have free parking at Sello shopping centre’s

parking garage. The parking permisson is available from the hotel reception.

Al-Farabi KazNU Hotel Business Uvarova A.K.

Module 2. Hotel Business and Service Management.

L 7. Basic principles of guest services in hotels in the world. Common terms and

abbreviation in Hotel Industry

Размещение

MB - main building - основное здание отеля.

HV - holiday village - отель, представляющий собой комплекс бунгало.

BGL, BG - bungalow - бунгало; строение, стоящее отдельно от основного здания.

Chale - пристройка к основному зданию или отдельный коттедж.

Cabana - постройка на пляже (или около бассейна), типа бунгало, стоящая отдельно от

основного здания и иногда оборудованная как спальня. Cottage - коттедж.

Villa - Вилла, как правило двухэтажная, с гостинной, дополнительным санузлом. Часто с

отдельным бассейном.

Executive floor - один или несколько этажей в отеле с более высоким уровнем

обслуживания. SGL - single - одноместное размещение.

DBL - double - двухместное размещение (такой номер может быть либо с одной двуспальной

кроватью, либо с двумя отдельными кроватями (double twin).

TRPL - triple - трехместное размещение (обычно две кровати + дополнительная

раскладывающаяся кровать, либо диван).

QDPL-quadriple - четырехместный номер.

ExB - extra bed - дополнительная кровать.

Chld - child- стоимость размещения ребенка до 12-ти лет; иногда СН - большой ребенок, до

12-15

лет; ch - маленький ребенок - до б лет, inf - infant - ребенок 0-2 лет. Обычно стоимость

указывается

для ребенка в номере с двумя взрослыми DC (DBL+Chld), но также может бьггь SC

(SGL+Chld),

DBL+2Chld - два взрослых и два ребёнка и SGL+2Chld - один взрослый и два ребенка.

BO - bed only - размещение без питания.

ROH - run of the house - размещение на усмотрение отеля.

Гостиничные номера

STD - standart - стандартная комната;

BDR, BDRM - bedroom - номер со спальней;

Superior - комната большего размера, чем стандартная;

corner room - угловая комната;

studio - студия, однокомнатный номер больше стандартного с встроенной кухней;

family room - семейная комната, размером больше стандартной;

family studio - номер __________для семьи с двумя смежными комнатами;

extra bed (или king size) - номер с одной большой кроватью для семейной пары;

suite - номер (больше чем стандартный) с гостиной и спальней, с мебелью и оборудованием

высокого качества;

suite mini - номер улучшенной категории;

junior suite - двухместный однокомнатный номер большого размера и улучшенной

планировки; de luxe - такой же номер, но с более дорогой обстановкой;

executive suite, suite senior - номер повышенной комфортности, состоящий из двух и более

комнат;

business - большой номер с оргтехникой (компьютером, факсом), пригодный для работы;

honeymoon room - номер для молодоженов;

connected rooms - совмещенные номера, имеющие дверь-проход из одного в другой;

duplex - двухэтажный номер;

Al-Farabi KazNU Hotel Business Uvarova A.K.

apartment - номера, приближенные к виду современных квартир, имеющие места для

приготовления еды; двух и более комнатная квартира;

president - самые роскошные номера гостиницы, несколько спален, кабинет, два-три

туалета; balcony - номер с балконом;

City view - номер с видом на город;

Beach view - номер с видом на пляж;

Pool view - номер с видом на бассейн;

Garden view - номер с видом на сад;

Ocean view - номер с видом на океан;

Land view - номер с видом на окрестности;

Dune view - номер с видом на дюны, пески;

Mountain view - вид на горы;

Park view - номер с видом на парк;

SV, Sea view - номер с видом на море;

SSV, Side Sea view - номер с боковым видом на море;

Inside view - вид на атриум или внутреннюю часть отеля.

Al-Farabi KazNU Hotel Business Uvarova A.K.

L 8. The main services of a hotel and their features. Key indicators and calculations in

hotels

The services given in hotels, are subdivided into the basic and additional. They can be free-ofcharge

and paid.

Services concern to the basic services: residing and a feed according to « Rules of granting of

hotel services ».

Without additional payment following kinds of services can be given to visitors: a call of first

aid; using the medical first-aid set; delivery in number of the correspondence after its reception;

pobudka by certain time; granting of boiled water, needles, nitok, one complete set of utensils

and tablewares.

The list and quality of granting of paid additional services should correspond to requirements to

the appropriated hotel of a category.

The most widespread: excursion service; the order of services of guides-translators; the

organization of sale of tickets for all kinds of transports; the organization of sale of tickets in

theatres, circus, on concerts, etc.; the order of motor transport under the application of visitors; a

call of a taxi; a car hire; the order of places at restaurants of city; purchase and delivery of colors;

sale of souvenirs, cards and other printed matter; repair of footwear; repair and glazzenie clothes;

washing and a dry-cleaner of clothes; using a sauna; services of a hairdressing salon; services of

buffets, bars and restaurants; rent of a conference hall, halls of negotiations; services of business

center.

At rendering services important is not only their quantity, but also quality. Therefore in many

hotels living at departure ask to fill small questionnaires.

The filled questionnaires usually surrender together with keys in service of reception and

accommodation, and then them study in service of marketing and advertising.

The administration of hotel analyzes the lacks revealed in work of separate services, and takes

measures for their elimination.

Consumer services is directed on satisfaction of needs of the visitors who have arisen during

their hotel accommodation.

The system of the measures providing a high level of comfort, satisfying various household and

economic inquiries of visitors, refers to as service in a hotel facilities.

Service can be very different – from fast and professional registration by service of reception

before excellent job of the sanitary equipment. Each part in a circuit of service important.

Rendering any services, the personnel should show a step and a correctness. Service needs to be

built not only by a principle of demand (that the visitor wants), but also by a principle of the

offer (the hotel offers all new and new services which can render, and the visitor chooses, it is

necessary to it or not). But it is impossible to impose services (can be, that impose to it is not

required to the visitor and consequently it does not wish to pay more).

The list of services depends on a category of hotel. Not in all hotels there is an opportunity to

organize consumer services of visitors and to give to them the full list of services. But

everywhere should aspire to that the set of services completely answered inquiries of visitors.

All work on the organization of services should be thought well over and organized. The

enterprises rendering services, should be placed in an accessible place (more often on a ground

floor). In a lobby, on floors, in numbers there should be an information on that as well as where

to receive services, business hours should be convenient for visitors.

The structure of services on consumer services includes the following:

Urgent washing and dry-cleaner, repair and glazzenie personal things (in number in a folder with

advertising there are forms of orders for washing and cleaning of clothes. In the same place there

are instructions how to hand over clothes in washing: if the visitor wishes to hand over clothes in

washing or cleaning, it should put it in a package and hang out the special tablet on the handle of

a door of number or tell about it the person on duty on a floor). Such service can render in hotel

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where there is a laundry In hotels of lower category it is possible to take an iron for rent. The

visitor himself irons in number or a special room where there is an ironing table. In many hotels

there are shoe repair shops. In halls of high quality hotels devices for a shoe-polish cost. In

numbers there are brushes for a shoe-polish and clothes. For storage of things and values of hotel

give left-luggage offices and safes in numbers or at the manager. In hotel unloading, loading and

delivery of luggage in number messengers who are paid by the tip will be organized. Also the tip

pays delivery of a feed in number. At additional expense in hire the hotel can give to the visitor

the TV, utensils, sports stock, etc., to make fine repair of hours, electrorazors, radio-, kino-,

photoequipments; photoworks.

Usually in each number in a folder with advertising there is a paper for letters, the envelopes,

special tablets which can be hung out on a door if the visitor asks to wash, clean number or

simply does not want, that it disturbed.

see more http://www.ufontana.com/english/articles/service

Average Daily Rate (commonly referred to as ADR) is a statistical unit that are often used in the

lodging industry. The number represents the average rental income per paid occupied room in a

given time period. ADR along with the property's occupancy are the foundations for the

property's financial performance. The ADR can be calculated by dividing the room revenue by

the number of rooms sold.

ADR is one of the commonly used financial indicators in hotel industry to measure how well a

hotel performs compared to its competitors and itself (year over year). It is common in the hotel

industry for the ADR to gradually increase year over year bringing in more revenue. However,

ADR itself is not enough to measure the performance of the hotel. One should combine ADR,

occupancy and RevPAR (revenue per available room) to make a sound judgment on hotel

performance. Recently, some hotels have adopted a new concept called BAR [best available rate]

in addition to ADR.

Average Daily Rate formula is rooms revenue earned divided by number of rooms that earned

revenue. House use and complimentary rooms are excluded from the denominators.

Al-Farabi KazNU Hotel Business Uvarova A.K.

L 9. Hotel organizational structure and management

I- HOTEL ORGANIZATION:

In order to carry out its mission, global and departmental goals and objectives, every company

shall build a formal structure depicting different hierarchy of management, supervision, and

employee (staff) levels. This very structure is refereed to as organization chart. Moreover, the

organization chart shows reporting relationships span of management, and staff/line functions.

There are two types of relationships that might exist between any two functions at any

organization chart. These are:

1. Solid Lines: (i.e.:__) this kind of relationship shows Direct Line Accountability. To

illustrate, if position A and B are linked with a solid line, it means (for example) that A shall

report to B, that B shall tell A what to do, when to do, and how to it. Lastly, B shall be liable

(i.e. responsible) for A.

2. Dotted Lines: (i.e. _---------_) this kind of relationship entitles both positions linked with

dotted lines to have a high degree of Cooperation and Communication but not direct line

accountability. Usually in the hotel industry, where the sole aim is to satisfy guests,

positions, whatsoever level in the hierarchy they occupy, shall coordinate jointly their efforts

so as to provide quality, standard product to their customers. Therefore, examples of dotted

lines are numerous in hotel organization charts.

II- hotel departments:

1. Rooms Division: In a statistics conducted by the U.S. Lodging Industry in 1995, it has been

shown that the majority of hotels revenues (60.2 %) are generated from Rooms Division

Department under the form of room sales. This very department provides the services guests

expect during their stay in the Hotel. Lastly, the Rooms Division Department is typically

composed of five different departments:

a) Front Office

b) Reservation

c) Housekeeping

d) Uniformed Services

e) Telephone

Beneath is a brief description of the different departments decomposing the Rooms Division

Department, along with their related main responsibilities:

a) Front Office:

Sell guestrooms; register guests and design guestrooms

Coordinate guest services

Provide information

Maintain accurate room statistics, and room key inventories

Maintain guest account statements and complete proper financial settlements

b) Reservation:

Receive and process reservation requests for future overnight accommodations.

With technology development, the Reservation Department can, on real time, access the

number and types of rooms available, various room rates, and furnishings, along with the various

facilities existing in the hotel

There should be close relation-ships with Sales and Marketing Division concerning Large

Group Reservations

c) Housekeeping:

Inspects rooms before they are available for sale

Cleans occupied and vacant rooms

Communicates the status of guestrooms to the Front Office Department

Cleans and presses the property’s linens, towels, and guest clothing (if equipped to do so, free

of charge or for a pre-determined fee)

Maintains recycled and non-recycled inventory items

Al-Farabi KazNU Hotel Business Uvarova A.K.

d) Uniformed Services:

Bell Attendants: Ensure baggage service between the lobby area and guestrooms

Door Attendants: Ensure baggage service and traffic control at hotel entrance(s)

Valet Parking Attendants: Ensure parking services for guest’s automobiles

Transportation Personnel: Ensure transportation services for guests from and to the hotel

Concierge: Assists guests by making restaurant reservations, arranging for transportation, and

getting tickets for theater, sporting, or any other special events

5. Telephone Department:

Answers and distributes calls to the appropriate extensions, whether guest, employee, or

management extensions

Places wake-up calls

Monitors automated systems

Coordinates emergency communications

_ ‘Protects Guest Privacy‘

Al-Farabi KazNU Hotel Business Uvarova A.K.

L 10. Departments in a Hotel. Working Conditions.

2. Food & Beverage Department:

According to U.S. Lodging 1995 statistics, F&B Department constitutes the second largest

revenue generator of a typical hotel with an average of 23.1 for Food sales, and 8.6 % for

Beverage sales. In a five-star hotel, Food and Beverage outlets might have the following forms:

Quick Service

Table Service

Specialty Restaurants

Coffee Shops

Bars

Lounges

Clubs

Banquets

Catering Functions _ Wedding, Birthdays…

3. Sales & Marketing Division:

A typical hotel should usually have Sales & Marketing division. However, if the staff size,

volume business, hotel size, expected group arrivals is low enough, the hotel might have

marketing staff placed under the reservation department (i.e. No need for a Sales & Marketing

Division).

A typical Sales & Marketing Division is composed of four different departments:

a) Sales

b) Convention Services

c) Advertising

d) Public Relations

4. Accounting Division:

The Accounting Division monitors the financial activities of the property. Some of the

activities that are undertaken in the Accounting Division are listed below:

a) Pays outstanding invoices

b) Distributes unpaid statements

c) Collects amounts owed

d) Processes payroll

e) Accumulates operating data

f) Compiles financial reports

g) Makes bank deposits

h) Secures cash loans

i) Performs other control and processing functions

5. Engineering and Maintenance Division:

This very department maintains the property's structure and grounds as well as electrical and

mechanical equipment. Some hotels might have this very division under different names, such as

maintenance division, property operation and maintenance department…

6. Security Division:

Security division personnel are usually screened from in-house personnel, security officers or

retired police officers, across certain physical skills, and prior experience.

Some of the functions of the security division are listed below:

a) Patrols the property

b) Monitors supervision equipment

Al-Farabi KazNU Hotel Business Uvarova A.K.

c) Ensures safety and security of guests, visitors, and employees

7. Human Resources Division:

Some of the duties of the human resources division are listed below:

a) Responsible for external & internal recruitment

b) Calculates employees' salaries, compensation, and tax withholding…

c) Administrates employees' paperwork, monitors attendance…

d) Maintains good relations with Labor Unions

e) Ensures employees' safety and working conditions

8. Other Divisions:

All the above mentioned departments and/or divisions should exist in a typical five-star hotel;

however there might be some revenue generators that are specific to certain hotels but not

existing in others. Below is a list of some possible extra or other divisions that might exist in a

hotel:

a) Retail Outlets (i.e.: Shops rented to outsiders or managed by the hotel)

b) Recreation Facilities (ex: Fitness Center, Tennis Courts, and Cinema Saloons…)

c) Conference Centers

d) Casinos

Al-Farabi KazNU Hotel Business Uvarova A.K.

L11. Service Guest Cycle at a Hotel. Rooms Division Department

III- ROOMS DIVISION DEPARTMENT:

The major functions conducted by the Rooms Division Department are:

a) Reservation, registration, room & rate assignment

b) Fulfills guest services and updates room status

c) Maintains & settles guest accounts

d) Creates guest history records

e) Develops & maintains a comprehensive database of guest information

f) Coordinates Guest Services

The sole priority of the Rooms Division Department shall be ensuring Guest Satisfaction,

which happens when, guest expectations match what the hotel provides.

In order to achieve Guest Satisfaction, front office department shall prepare:

a) Careful designed front office organization chart

b) Comprehensive goals, strategies and tactics

c) Planned work shifts

d) Well designed job descriptions

e) Well designed job specifications

1. Organization Chart:

The Front Office organization chart shall be designed according to Functions. Doing so not

only enhances the control the Front Office has over its Operations, but also provides guests with

more specialized attention. Such a division according to functions, however, is not practical in

middle and small size hotels due to the fact that these very hotels don't posses enough and

sufficient monetary resources to ensure the existence of at least 3 jobholders (i.e. one for each

shift) for each job position. Therefore, in middle size hotels, a front office clerk might be

responsible for more than one work position. This is ensured via cross training. On the other

hand, in small size hotels, one or two front office clerk(s) might be responsible for all front office

activities.

A) Typical functions and positions under the Rooms Division Department:

_ Front Desk Agent: Registers guests, and maintains room availability information

_ Cashier: Closes guest folios, and properly checks out guests

_ Accounts Receivable Clerk: Posts charges in correct guest folios and updates folios'

outstanding balances

_ Night Auditor: Controls the job of the Accounts Receivable Clerk, and prepares daily reports

to management (ex: Occupancy Report and Revenue Report)

_ Mail & Information Clerk: Takes Messages, provides Directions to Guests, and maintains

Mail

_Telephone Operator: Manages the Switchboard and coordinates Wake-up Calls

_ Reservation Agent: Responds to Reservation Requests and creates Reservation Records

Al-Farabi KazNU Hotel Business Uvarova A.K.

_ Uniformed Service Agents: Handles Guest Luggage, escorts Guests to their Rooms, and assists

guests for any bit of information requested

2. Goals and Strategies

In every organization, goals and strategies must be prepared bearing in mind the hotel's

mission statement and overall goals and objectives. An example might be:

Global Goal: Increase Occupancy Rate of the Hotel by 25%

Department Goal: Increase in the Number of Walk-ins by 50%

Strategy: Improve Sales Figures by describing guestrooms and Hotel Services

3. Work Shift:

The Front Office Manager shall schedule his/her employees according to seasonality, business

volume, and available staff in hand

The most commonly used scheduling is the Traditional Scheduling, which assumes that every

employee shall work 40 Hours per Week. Moreover, the hotel shall ensure 3 shifts per day, each

of which lasts for 8 hours. A possible example to traditional scheduling is shown below:

_ Day Shift _ 7 a.m. - 3 p.m.

_ Evening Shift _ 3 p.m. - 11 p.m.

_ Night Shift _ 11 p.m. - 7 a.m.

Sometimes, due to non-availability of staff, seasonality, and volume business, the Front Office

manager might be forced to adopt an Alternative Scheduling, which might be arranged under the

following patterns:

a) Flexible Work Hours or Flextime: This kind of alternative scheduling entitles that

employees might start work, for example, one hour earlier, just to leave again one hour

earlier.

b) Compressed Work Schedule: Employees, instead of working 5 days per week, 8 hours per

day, might work 4 days per week, 10 hours per day. Therefore, compressed work-scheduling

means working all the 40 hours per week in less than the standard 5 days per week.

c) Job Sharing: This kind of scheduling entitles that two or more part-timers occupy the job of

one full timer.

Front Office managers shall carefully schedule their employees in order to minimize conflicts

that arise between hotel and employee needs. In big hotels operating under fully automated

systems, some scheduling software package programs might be installed as to aid and help

managers in effective scheduling.

3. Work Shift:

The Front Office Manager shall schedule his/her employees according to seasonality, business

volume, and available staff in hand

The most commonly used scheduling is the Traditional Scheduling, which assumes that every

employee shall work 40 Hours per Week. Moreover, the hotel shall ensure 3 shifts per day, each

of which lasts for 8 hours. A possible example to traditional scheduling is shown below:

_ Day Shift _ 7 a.m. - 3 p.m.

_ Evening Shift _ 3 p.m. - 11 p.m.

_ Night Shift _ 11 p.m. - 7 a.m.

Al-Farabi KazNU Hotel Business Uvarova A.K.

Sometimes, due to non-availability of staff, seasonality, and volume business, the Front Office

manager might be forced to adopt an Alternative Scheduling, which might be arranged under the

following patterns:

d) Flexible Work Hours or Flextime: This kind of alternative scheduling entitles that

employees might start work, for example, one hour earlier, just to leave again one hour

earlier.

e) Compressed Work Schedule: Employees, instead of working 5 days per week, 8 hours per

day, might work 4 days per week, 10 hours per day. Therefore, compressed work-scheduling

means working all the 40 hours per week in less than the standard 5 days per week.

f) Job Sharing: This kind of scheduling entitles that two or more part-timers occupy the job of

one full timer.

Front Office managers shall carefully schedule their employees in order to minimize conflicts

that arise between hotel and employee needs. In big hotels operating under fully automated

systems, some scheduling software package programs might be installed as to aid and help

managers in effective scheduling.

a) Equipment skills

Al-Farabi KazNU Hotel Business Uvarova A.K.

Module 3. Hotel Business. Personal Culture Catering and Innovation

L 12. Corporate culture in Hospitality Industry

Service standards.

Wherever people live and work together, culture develops. Organizational culture refers to the

beliefs, values and attitudes that define your company, and like cultures elsewhere,

organizational culture develops spontaneously, whether you nurture it or not. Since hospitality

staff directly serve people, your customers get a taste of what your business is all about every

time they interact with your staff. Managing your organizational culture is crucial for delivering

the right impression every time.

Culture is less about policy and more about people, especially in the service-oriented hospitality

business. To create the organizational culture you want, it's important to define your mission and

values, but the crucial second step is finding people committed to those principles. As a paper

published at ScholarWorks@UMass Amhurst by Mary E. Dawson and JeAnna Abbott points

out, choosing the right people improves retention rates and service levels. For example, if you

want to run a bed and breakfast that's committed to conscientious service, job interview

questions about attention to detail should be included in your hiring process. Once you have your

work force onboard, nurture the positive qualities you're looking for. Dawson and Abbott point

to the example of Disney University, which produces staff who are courteous and customerfocused

for the company's theme parks.

When you hire people who fit well with your culture, you're more likely to secure a long-term

commitment from them, but there's more you can do to get people engaged with the mission of

your organization. If your company believes in continuous service improvement, for example,

then inspire them by practicing continuous improvement at all levels of the organization. Invest

in developing employee skill sets by sending people to conferences and continuing education

courses. If you expect employees to deliver a certain experience to customers, you need to make

that experience a reality throughout the company. Staff should feel the culture you talk about if

they're going to remain enthusiastic.

All cultures have great stories, and your business should have one too. Writing a history of

where your company came from and where it's going makes your employees feel that they're part

of something bigger. It also helps your customers to understand where your values come from.

Think about why you started your business in the first place. Maybe you thought that fine dining

was too expensive in your city, so you aimed to start a business offering delicious food without

pretentiousness. That easy-going attitude is something your servers can embody, and they're

more likely to get what you're after when they understand the restaurant's past.

Not About Programs

Managing your culture for success is more about a feeling you create than putting specific

programs into place. Start with your values first, then brainstorm how to make them real. Your

plan may or may not include employee perks like free day care and bonuses. For example, in a

Delta Hotels organizational profile published by Human Resources and Skills Development

Canada, Bill Pallett, SVP of People and Quality said, "We do not have a health club. We do not

have a day care center. But we have a high degree of trust between our manager and employee

groups." Decide what values are most important, then make plans that let your employees live

them.

Al-Farabi KazNU Hotel Business Uvarova A.K.

L 13. Careers in the Hotel Business

3. Work Shift:

The Front Office Manager shall schedule his/her employees according to seasonality, business volume, and

available staff in hand

The most commonly used scheduling is the Traditional Scheduling, which assumes that every employee shall

work 40 Hours per Week. Moreover, the hotel shall ensure 3 shifts per day, each of which lasts for 8 hours. A

possible example to traditional scheduling is shown below:

_ Day Shift _ 7 a.m. - 3 p.m.

_ Evening Shift _ 3 p.m. - 11 p.m.

_ Night Shift _ 11 p.m. - 7 a.m.

Sometimes, due to non-availability of staff, seasonality, and volume business, the Front Office manager might be

forced to adopt an Alternative Scheduling, which might be arranged under the following patterns:

g) Flexible Work Hours or Flextime: This kind of alternative scheduling entitles that

employees might start work, for example, one hour earlier, just to leave again one hour

earlier.

h) Compressed Work Schedule: Employees, instead of working 5 days per week, 8 hours per

day, might work 4 days per week, 10 hours per day. Therefore, compressed work-scheduling

means working all the 40 hours per week in less than the standard 5 days per week.

i) Job Sharing: This kind of scheduling entitles that two or more part-timers occupy the job of

one full timer.

Front Office managers shall carefully schedule their employees in order to minimize conflicts

that arise between hotel and employee needs. In big hotels operating under fully automated

systems, some scheduling software package programs might be installed as to aid and help

managers in effective scheduling.