Aim of the Project: This report has been prepared as a part of the assignment which is an integral part of the HKL program under the NCC in the NHTTI. The aim of the project is to make an analysis of guest supply of a hotel room in terms of the Hotel Industry. This project attempted to understand the guest supply conditions of hotel on different. It is also the aim of the researcher to help them manage guest supply by providing an idea to take appropriate service about the quality of the guest supply in a hotel room. Project Objectives: 1
This report has been prepared as a part of the assignment which is anintegral part of the HKL program under the NCC in the NHTTI.
The aim of the project is to make an analysis of guest supply of a hotelroom in terms of the Hotel Industry. This project attempted to understandthe guest supply conditions of hotel on different. It is also the aim of theresearcher to help them manage guest supply by providing an idea to takeappropriate service about the quality of the guest supply in a hotel room.
1. To assess and find out the guest supply conditions in hotel area.2. To analysis how room boy serving their visitors.3. How guest supply help visitors.4. How the room boy is capable of doing their jobs.
5. Find out the customer satisfaction level in consideration to guest supplyquality.7. Whether room boy can create batter services in the visitor’s room byguest supply.
Guest supply is the most important in a Hotel industry. The main prioritywhen it comes to stocking a hotel guest room is comfort. It is essential toequip it with items ranging from bed sheets to toothbrushes.
Most hotel chains mandate a minimum percentage of guest supply in rooms
in hotel, but leave it up to the local managers to determine the actualpercentage. Also left to the local property is mollifying the guest who hasbeen promised an outstanding guest supply in room.
A survey of 364 individual hotels found an average of 55% of rooms supplyis good. However, about 2/3 of the hotels would not carry good guestsupply in room. A survey of 917 travelers found that frequent businesstravelers are more likely to be good guest supply.
And sometime visitor’s frequent travelers are most likely to make a specificroom request. The availability of guest supply in rooms was important inthe selection of a hotel for over 80% of the guest supply in respondents.
History:
Travelers may not recognize the name, but chances are Guest Supply, Inc. hasbeen close to them--very close. Guest Supply is the leading supplier of amenitiessuch as soap, shampoo, and other toiletries and personal accessories, including
ice buckets, towels and linens, stationery, and drinking glasses, to the hotel andlodging industry.
In 1996, Guest Supply's customers included approximately one-third of the30,000 hotels in the United States. An increasing number of hotel and motel
chains, independent hotels, and cruise ship lines have begun taking advantage of Guest Supply's "One Stop Shopping" concept, contracting with the company tosupply all of their facilities' amenities needs. Guest Supply offers packagingdesign, amenity coordination, production, and distribution through its Rahway,New Jersey manufacturing facility and its network of 14 regional distributioncenters.
The company manufactures and distributes leading brand name products as wellas the company's own products. Guest Supply also offers contract manufacturingservices to retail clients including Victoria's Secret and The Limited. Contractmanufacturing, which accounted for 14 percent of 1995 annual sales, is a fast-growing segment of Guest Supply's business. The company's $159.5 million in1995 sales placed it at the top of the highly fragmented, $2.5 billion hotel supplyindustry.
The Guest Supply formula proved to be a hit. By 1984, the company's customerbase had grown to 850, representing nearly 2,500 hotels and other lodgingfacilities. Marriott continued to be a major client, accounting for some 20 percentof Guest Supply sales. Holiday Inns signed on in 1984, contracting with GuestSupply to supply a line of 20 custom-designed amenities in a mandatory programthroughout its nearly 1,200-hotel chain, a contract then worth a minimum of $8million per year to Guest Supply.
The company also moved to increase its own capacity, purchasing bankruptcontract manufacturer Technair Packaging Laboratories and its Rahway, New
Jersey factory and adding Miraflores Designs Inc., another large amenitiessupplier with $7 million in sales, the following year. In 1985, the company posted$18 million in revenues; the amenities industry itself had grown to a $40 millionper year business. Customers also included major chains such as Quality Inns,Best Western, Omni Classics, as well as several cruise lines.
The company posted a secondary offering in 1985, raising nearly $9 million to
fuel its expansion. By then, Todd's own stock in his "big joke" was worth morethan $4 million. Revenues for the following year nearly doubled, to $33 million.
Yet the transition from entrepreneur to head of a rapidly diversifying operationseemed too much for Todd. The purchase of Technair saddled the company withan antiquated, inefficient manufacturing facility. Guest Supply next acquiredanother large amenity supplier, Breckenridge-Remy, but the company lacked asufficient distribution network to manage the increase in sales. Todd alsoattempted to enter the retail licensing market, a venture that was described as"disastrous" for Guest Supply.At the end of 1986, the company posted its first-ever quarterly loss; profit for theentire year was only $812,000. The company's losses deepened over the nextyear, while the company steadily lost its lead in market share and found itself
faced with an ever-increasing number of competitors. Revenues remainedstagnant at $33 million in 1987 in an amenities market that by then had reachednearly $400 million in annual sales. Guest Supply's losses for that year fell justunder $7 million.
The company rejected an acquisition bid in early 1987 worth more than $53million. But outside investors were increasing their holdings in, and influence on,the company. In early 1988 Todd proposed to expand the company's operationsagain, this time to the international market. His proposal was rejected by theboard of directors and Todd left the company. Under the terms of his resignation,
Todd took with him the company's failing retail unit. Todd was replaced byClifford W.
Stanley, a former vice-president with Johnson & Johnson, who had joined thecompany in 1985 as chief financial officer. Stanley moved to return thecompany's focus to its core amenities line and began a $10 million modernizationand automating effort in its Rahway plant. In addition to exiting retail, thecompany abandoned another of its diversification moves, that of selling todistributors. The addition of Breckenridge-Remy doubled Guest Supply'srevenues, to nearly $64 million, boosting the company's product line and salesforce, while increasing its distribution capacity with a network of seven regionalwarehouses. Under Stanley, the company began to develop its one-stop shoppingconcept.
Guest Supply chipped away at its losses over the next years. Its 1988 loss of $3.3million was reduced to $1.9 million by 1989, and losses were now largely theresult of the company's push to modernize its manufacturing and distributioncapacity; the company had managed to cut its operating losses from $2.7 millionto less than $650,000. Guest Supply's renewed strategy emphasized direct salesand distribution to the hotel industry through a network of distribution centers,including those inherited with the Breckenridge-Remy acquisition. As thecompany neared the end of its 1989 fiscal year, Guest Supply continued toexpand its regional sales and distribution network with a thirteenth center inAtlanta.
Through the 1980s, the hotel industry had once again gone on a building binge,and by the end of the decade that market was oversaturated.
The hotel industry was further pummeled by the slide into the recession of theearly 1990s, and then the outbreak of the Gulf War. Hotel occupancy ratesslipped to 60 percent and lower. The hotel industry's problems cut into GuestSupply's growth, but the company's revenues continued to grow as hotelsstepped up their amenity offerings to attract the traveling public. Guest Supply'ssales grew to $75 million in 1990. Its upgraded manufacturing facilities werecutting the company's operating costs.
Where eight workers once were needed to fill 70 bottles per hour, only five nowwere needed to fill 300 bottles. The increased capacity enabled Guest Supply toexpand into another area of sales. Contract manufacturing began to represent asmall but growing portion of Guest Supply's sales. Production of the company'sown products provided the overhead for its contract orders; filled largely through
excess manufacturing capacity, contract sales for such customers as Proctor &Gamble, Helene Curtis, and The Limited returned some 70 percent of revenues asprofit.Guest Supply's contract manufacturing operations, meanwhile, grew by 86percent in 1995 alone and now represented about 14 percent of the company's
total sales. To further fuel this growth, the company invested another $10 millionin capital improvements to expand its manufacturing capacity. This in turn led toshortage of warehousing space, forcing the company to build a new 225,000-square-foot warehouse.
Originally scheduled to open in September 1996, the warehouse was beset withconstruction delays. Yet this was a minor and temporary setback to the company,which saw its 1995 revenues rise to $159.5 million. In addition, by developing itsinfrastructure, Guest Supply was poised to capitalize on yet another burgeoningmarket. More and more retailers were pursuing plans for entering the hugepersonal care market. Guest Supply was already positioned to take on this newbusiness.
"We have formulating chemists and have literally hundreds of formulas. Wecustomize products and can manufacture quicker," Stanley told Investor'sBusiness Daily. Under Stanley, Guest Supply had successfully paved over its pastbumps and was now traveling a smooth road to the future.
The main priority when it comes to stocking a hotel guest room is comfort. It isessential to equip it with items ranging from bed sheets to toothbrushes.
Bedding:A comfortable bed is crucial to a hotel guest room. It should include a mattress,mattress pads, clean sheets, pillows, comforter and blankets.
Electronics: Though most people bring their own toiletries, complimentary items arebasic supplies that should be included in every hotel room. These includetoothbrushes, toothpaste, shaver, towels, hand soap, shampoo, conditionerand body wash.
Decor/Furniture: The objective of a good hotel room is to make its guests feel like home.Aesthetics can be what makes the difference between a great hotel roomand a plain hotel room. Items to have include decorative lamps, pictures, amatching color scheme, tasteful linen colors, decorative rug, bathroom rug,desk, chair and a small coffee table.
Privacy:Privacy is a basic need that needs to be respected in every hotel room. Somake sure the room is safe, has blinds or curtains, shower curtains, and alock on the front door and bathroom.
Managers of hotels, and their teams, want the best amenities andconveniences for their guests. They know that every detail, from
sparkling foyer windows and absorbent towels to sturdy luggage racksand shatter-proof ice buckets, matters. It doesn't matter if the hotels areboutique resorts on Miami Beach or bed and breakfast inns in a smallsouthern town, the hotel supplies should be quality and appropriate forthe room rate.
Competition is robust within the hotel industry, even more so becausemany families vacation nearer to home and a smaller number of travelers use lodging. All of that said, what pleases people when theystay in hotels and are there hotel supplies or amenities that insure afantastic hotel stay?
When people stay in hotels, there are standard amenities they expect tosee in hotel rooms no matter the rate. Versatile hangers, an iron andironing board in good condition and generous complimentary toiletriesare just a few of the hotel supplies that most people see as standard inany guest room.
High quality hotel supplies please guests and make a great impressionwhile be cost effective for hotels. The same thing can be said aboutmost amenities. Hotels know that staying on top of their game meansoffering their valued guests high quality amenities.
In terms of amenities, everyone appreciates something different. Mosthotels do a good job when it comes to offering guests a wide variety of hotel supplies and amenities.
Although some guests might expect a specific item, such as a hair dryer, tobe in their guest room every time, The provided amenities and hotelsupplies most hotels stock their guest rooms with are satisfactory.Drinking tumblers, whether glass or plastic, durable luggage racks,versatile alarm clocks and quality bed linens are just some of the
common hotel supplies the public generally appreciates.
Hotels strive to show guests a great time every time they visit and part of that effort is offering a variety of amenities. The majority of hotels, nomatter their class, provide guests with the best amenities and hotelsupplies their budgets will allow.
Therefore, it's a given that motel room beds will be outfitted with sheetsand a bedspread or comforter while beds in spa resorts will havesignature beds with 400 count sheets, duvet covers and matching throwpillows.
Ceramic coffee mugs and glass glasses are the norm at spa resorts. As well,motels general provide very basic hotel supplies because, for the mostpart, their primary function is as a place to sleep for a few hours.Alternatively, the majority of mid- to high-end hotels outfit guest roomswith brand name amenities because they're expected.
Hotels are homes away from home for guests so having rooms furnishedwith basic hotel supplies is mutually beneficial, cozy and, in fact,essential. People can relax more when the comforts of home are readilywithin reach, which makes their stay that much more fun. Showing theirguests a stay to remember is job 1 for hotels.
When hotels make an investment in quality, functional hotel suppliesthey're making great strides toward giving every guest a greatexperience. Although it's nearly impossible to please every person everytime, a variety of amenities generally ensures high occupancy rates andhappy guests.
Location:If you're like me, you love to have house guests! I like to help them feel especiallywelcome by preparing my guest room to make it comfortable when anyone popsin for a visit.When you start to plan your guest room, think about what you'd expect to find ina 5-diamond hotel and try to make your room measure up to that standard.
The Best Bed Your Money Can Buy:Don't give your guest the oldest, most saggy mattress you have. If you can'tafford a new or good used bed, think about getting a quality air mattress. They're
really quite comfortable and can be placed on top of a box spring, over a sofa bedmattress, or on the floor.
Bedding Upgrades:Beyond clean bedding, think about adding wonderful bed linens and comfortitems often supplied by fine B&B's: a featherbed mattress topper, a choice of pillows, a cozy down comforter, extra blankets, and freshly ironed pillowcases.
Fresh Linens:Always have an extra set of bed and bath linens available for your guests.Accidents DO happen! Or you may have one of those wonderful guests who insiston changing the sheets when they leave. Let them do it! And thank themprofusely!
Clear the Decks:Resist the temptation to put your beautiful collection of dolls on the dresser or fillthe closet with out-of-season clothes. In a guest room, less is more--more space,more comfortable, and more welcoming. Get rid of anything that you would notfind in the room of a fine hotel. Keep only the most useful items in the room, likea clock and calendar.
A Comfy Place to Sit:Some people absolutely do not sit on a bed! And your guests shouldn't have to.Place an upholstered armchair or side chair in the room with a table and lampclose by.
Hanging Clothes Storage:If your guest room shares space with a home office, clear at least a foot or two of pole space in the closet. Or purchase an inexpensive over-the-door hook that canaccommodate some hanging clothes. Don't forget a supply of 6 or 8 hangers. Asimple hook on the wall or behind a closet door can hold a robe, coat, or a purse.
If you have an extra chest of drawers, how perfect, but at least clear out one ortwo drawers for small items. Both you and your guest will feel better with oddsand ends out of sight.
Bedding Upgrades:
Bedding Upgrades:Beyond clean bedding, think about adding wonderful bed linens andcomfort items often supplied by fine B&B's: a featherbed mattresstopper, a choice of pillows, a cozy down comforter, extra blankets,and freshly ironed pillowcases.
Always have an extra set of bed and bath linens available for your guests.Accidents DO happen! Or you may have one of those wonderful guests who insiston changing the sheets when they leave. Let them do it! And thank themprofusely.
Clear the Decks:Resist the temptation to put your beautiful collection of dolls on the dresser or fillthe closet with out-of-season clothes. In a guest room, less is more--more space,more comfortable, and more welcoming. Get rid of anything that you would notfind in the room of a fine hotel. Keep only the most useful items in the room, like
Hanging Clothes Storage:If your guest room shares space with a home office, clear at least a foot or two of pole space in the closet. Or purchase an inexpensive over-the-door hook that canaccommodate some hanging clothes. Don't forget a supply of 6 or 8 hangers. A
simple hook on the wall or behind a closet door can hold a robe, coat, or a purse.
When you check into a hotel room, remember you were not the first person tosleep there. There are rules when it comes to keeping the place where you stay
It might surprise you to know there are no "blanket" rules regarding thecleanliness of hotel guest rooms. That said, some states have guidelinesregarding lighting or heating.
Bed:
Bed sheets are changed between guests at most hotels. If you are staying for anextended period of time, expect your sheets to be changed about once everythree days. There are no rules regarding how often the comforter should bechanged and/or washed.
Bathroom: The housekeeping staff will change towels each day if guests leave them on thefloor. Housekeepers will also clean the toilet and mirrors, and wipe around thesink. They might also run a cloth over the floor if necessary and wipe the inside of the shower.
Sleeping Area:Housekeepers might not clean this area daily. If there is something on the floor,they might run the vacuum as they see fit.
Replacement Practices:While rules vary from one property to the next, housekeepers will generallyreplace plastic cups, ice bucket liners and soaps if guests have used them.
Research:
The housekeeping department is an integral part of various industries, but it is
most often associated with hospitality. The priorities of housekeepers in a hotelare to maintain the cleanliness and appearance of guest rooms and public areas.
The role of the housekeeping department in other industries may require morespecialized skills, such as sterilization and removal of hazardous waste.
Guest Rooms:
Each time a guest checks out of a hotel room, it must be stripped and thoroughlycleaned to prepare for the arrival of the next guest. All bed and bathroom linensmust be removed and laundered. In-house laundry services will also fall under therole of the housekeeping department, though many hotels outsource this job. Theguest bathroom must be scoured and sanitized, while towels and amenities arereplenished.
Guest rooms must be dusted and vacuumed. The housekeeping departmentshould also check appliances in the room such as hair dryers, telephones, alarmclocks and refrigerators. Failures should be relayed to the front desk or themaintenance department. Housekeeping should also alert the front desk whenbed linens, curtains, carpeting or other room furnishings are stained or otherwisein need of replacement.
Miscellaneous:Cleaning and linen supplies are monitored by the housekeeping department.When supplies are low, they will either place an order or alert the front desk foran order to be placed. These include linens and room amenities, such as shampooand conditioner.
The housekeeping department may also be called upon to accommodate guestrequests for items like irons, hairdryers or extra bath linens. Special requests inroom reservations, such as rollaway beds or cribs, are also typically handled bythis department.
Non-Hospitality:Many non-hospitality industries incorporate housekeeping departments into theirorganization. Hospitals rely on a housekeeping department to clean and sanitizepatient rooms, public areas and operating units. Specialized training in dealingwith medical waste and sterilization may be required.
Large corporations often utilize in-house departments for the maintenance of offices, restrooms and visitor areas. These positions may require evening or nightwork so that cleaning can be done during non-business hours.
The housekeeping department is an integral part of various industries, but it ismost often associated with hospitality. The priorities of housekeepers in a hotelare to maintain the cleanliness and appearance of guest rooms and public areas.
The role of the housekeeping department in other industries may require morespecialized skills, such as sterilization and removal of hazardous waste.
Guest supply is the most important in a Hotel industry. The main priority when itcomes to stocking a hotel guest room is comfort. It is essential to equip it withitems ranging from bed sheets to toothbrushes. Most hotel chains mandate aminimum percentage of guest supply in rooms in hotel, but leave it up to thelocal managers to determine the actual percentage. Also left to the local propertyis mollifying the guest who has been promised an outstanding guest supply inroom.
1. Choose neutral, warm and inviting colors for your guest room. Keep thecolors simple and clean, making sure that they complement each other and gowith the other colors in your home.
2. Provide the proper accents to the guest room without cluttering it. Include
comfortable throw pillows and wall pictures for your guests to enjoy. Avoid addingfamily pictures and children’s artwork to this room, unless Grandma and Grandpaare the guests. Leave space for your guests to place their pictures and personalitems.
3. Make sure to add a comfortable chair for your guests to use. A recliner is anexcellent choice. If your guests have a baby or young child, a rocking chair is awonderful touch. Do not assume they will be comfortable sitting on the bed.
There will be things they will need to do that require a chair, such as writingletters or watching television.
4. Supply your guests with plenty of fresh towels, linens and extra pillows. These can be stored in the bottom drawer of a chest or dresser. Include a smallclothes hamper so that dirty linens and clothes can be kept tidy.
5. Make sure the room is equipped with a working alarm clock and calendar.Don’t forget to turn it off before your guests arrive, unless they have asked you toset it for them. The calendar should be big enough to be easily seen; a desktopcalendar is not recommended.
6. Adding little touches that reflect your guests' interests is recommended. If your guest loves photography, leave a book of photographs on the night stand. If your guest collects clown figurines, place one on the dresser. Add a note thatwelcomes them to your home and “hope this reminds you of our wonderful visitwhen you take this home with you.”
7. Make sure all storage areas are empty. There should be nothing in thecloset or any of the drawers, except for items they will need during their stay.Don’t forget to dust out the drawers of the chests and dressers.
8. Place a basket of personal items on the foot of the bed. No one has evergone anywhere without forgetting something. An extra toothbrush still in the
package, razors, shampoo and soap will come in handy. Add pens and paper tothis basket.
9. Include information about local attractions on the desk. Try to includeinformation they may not be aware of or is of special interest to them. Brochuresfor museums and amusement parks, as well as information on local restaurants,would be appreciated.
10. Leaving a little note on the pillow is a great way to say “Enjoy your stay. If you need anything, please feel free to ask.” Make this note as personal aspossible, perhaps including a little reminder of a past visit.Bibliography:
