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The Accomodation
Industry
Accomodation HistoryAccomodation History
Horse stables & Horse stables & InnsInns
RailroadsRailroads Westin HalifaxWestin Halifax
MotelsMotels AirportsAirports ResortsResorts All-Suite HotelsAll-Suite Hotels
Types of Accomodation Ownership
Individual Ownership The Haliburton
Advantages
•Owner has full control over policies and operating procedures
•Can reach out to customers by developing their own websites and online reservations
Disadvantages
• If income is not strong, quality can go down
• Does not have the adventage of a national advertising and reservation system
Types of Accomodation Ownership
Company Chains Four Seasons
Each company operates more than one property, but each property reports to central headquarters.Each hotel in a chain remains somewhat independent ny reflecting the local culture of the region or country where they are located.
Types of Accomodation Types of Accomodation OwnershipOwnership
FranchisesFranchises Holiday InnHoliday Inn
Advantages
•Recognized name•Advertsing & Reservation system•Cheaper financing•Professional Management Assistance•Cheaper supplies•Cheaper training•Familiar decor
Disadvantages
•High frachise fees•Monthly fees (% of grose income)•No flexibility regarding policies•Affect of other owners on reputation•Franchiser can buy back the frachise
The franchise relationship consists of the franchiser (brand name company), and the franchisee (property owner).
Organization and FunctionOrganization and Function
« Front of House »« Front of House » Front office, food & beverage, Front office, food & beverage,
housekeeping and customer servicehousekeeping and customer service
« Back of the House »« Back of the House » Administration, accounting, sales, Administration, accounting, sales,
engineering, securityengineering, security
Classifications with the Classifications with the Accomodation SectorAccomodation Sector
Single occupancySingle occupancy One person staying in room, no matter how One person staying in room, no matter how
many bedsmany beds
TwinTwin Room with two twin bedsRoom with two twin beds
Double occupancyDouble occupancy Two people staying in one roomTwo people staying in one room
Classifications with the Classifications with the Accomodation SectorAccomodation Sector
SuiteSuite Two or more rooms combined – one set up as a Two or more rooms combined – one set up as a
living roomliving room Hospitality suiteHospitality suite
Room that has a bar and a sitting area, used Room that has a bar and a sitting area, used for informal meetingsfor informal meetings
Rack rateRack rate Standard daily rateStandard daily rate
Run-of-the-house rateRun-of-the-house rate Discount rate for block bookings (Weddings, Discount rate for block bookings (Weddings,
conferences etc.)conferences etc.)
The level of serviceThe level of service
Budget Hotels – Designed to provide clean, safe, low-cost rooms. Offer very few services and may not have in-house food service Comfort Inn
Midscale Hotels – Have a coffee shop on premises, may have a swimming pool and may provide airport service Ramada Hotel
The level of serviceThe level of service
Upscale Hotels – Far more service oriented. Provide room service, a concierge desk, a dining room and lounge area, pool and exercise area, and a gift shop. Sheraton
Luxury Property – Takes service to a higher level. Located in a prestigious area, their lobby is often lrge, spectacular (waterfall or indoor garden), with elegant furniture and lighting. Cater to travelers who can afford to be pampered. Four Seasons
Length of StayLength of Stay
Transient GuestsTransient Guests Short staysShort stays Most HotelsMost Hotels
Residential GuestsResidential Guests Long term stays (up to and over a year)Long term stays (up to and over a year) Midscale & UpscaleMidscale & Upscale
Other Classifictions of Other Classifictions of AccomodationsAccomodations
Motel and Motor HotelMotel and Motor Hotel Resort HotelResort Hotel Country InnCountry Inn Guest HomeGuest Home Bed & BreakfastBed & Breakfast Cottages/CabinsCottages/Cabins SpasSpas CampgroundsCampgrounds HostelsHostels Time-share condominiumsTime-share condominiums
Canada Select Rating Canada Select Rating CategoriesCategories
* clean and comfortable accommodations
** clean, comfortable accommodations with some amenities
*** very comfortable accommodations with a greater range of facilities, guest amenities, and services
**** the highest standard of accommodations with an extensive range of facilities, guest amenities, and services.
***** exceptional properties that are among the best in the country in terms of their outstanding facilities, guest services, and quality provided
Meal PlansMeal Plans European Plan (EP) room only with no meals
Continental Plan (CP) room rate that includes a continental breakfast
Bermuda Plan (BP) room rate that includes a full American breakfast
American Plan (AP) rate that includes three full meals (breakfast, lunch, dinner)
Modified American Plan (MAP) rate that includes two meals, usually breakfast and dinner
Accomodation Industry:Accomodation Industry: Categories of workers Categories of workers
Front Desk and Guest ServicesFront Desk and Guest Services Often most visible and likely first personal Often most visible and likely first personal
contact for guestscontact for guests AdministrationAdministration
All aspects of operation. Management, HR, All aspects of operation. Management, HR, Fiances, Sales & MarketingFiances, Sales & Marketing
Housekeeping & MaintenanceHousekeeping & Maintenance Little direct contact with guests, but have Little direct contact with guests, but have
significant impact on guest satisfactionsignificant impact on guest satisfaction
Accomodation Industry:Accomodation Industry:Job DescriptionsJob Descriptions
Front Desk AgentFront Desk Agent
• Makes room reservations and receives payment for services such as accomodation, room service and restaurant meals.
• Responds to guest complaints
• Answers inquiries regarding hotel services
• Guest check-in and check-out
Accomodation Industry:Accomodation Industry:Job DescriptionsJob Descriptions
Housekeeping Room attendantHousekeeping Room attendant
• Stocks and sorts supplies in linen closets and on housekeeper’s carts
• Vacuums, cleans, dusts, polishes guests’ rooms, makes beds, removes and replaces used towels and toiletries
• Ensures the security of guest rooms and the provacy of guests
Accomodation Industry:Accomodation Industry:Job DescriptionsJob Descriptions
Executive HousekeeperExecutive Housekeeper
• Establishes and/or implements operating procedures and stndards
• Plans and co-ordinates the activities of housekeeping supervisors and their crews
• Co-ordinates inspections or inspects assigned areas to ensure standards are met
• Applies HR skills such as hiring, training and performance evaluation
• Creates and adhers to budgets and other administrative tasks
Accomodation Industry:Accomodation Industry:Job DescriptionsJob Descriptions
ConsiergeConsierge Serves the needs of the guests: obtaining event Serves the needs of the guests: obtaining event
tickets, recommending restaurants, assisting tickets, recommending restaurants, assisting with transportation; and many other services with transportation; and many other services of similar natureof similar nature
Guest Service AttendantGuest Service AttendantProvides services at the main door and in the Provides services at the main door and in the lobby. Handles and stores luggge and provides lobby. Handles and stores luggge and provides valet parking. Assists to other departments valet parking. Assists to other departments such as housekeeping, front desk, security etc.such as housekeeping, front desk, security etc.
Accomodation Industry:Accomodation Industry:Job DescriptionsJob Descriptions
Director of Sales and MarketingProvides leadership, manages staff and has a positive attitude. Manages operations and finances, has marketing skills and excellent communication skills
Sales Representative Promotes products or services and identifies and
solicits new clients. Prepares sales reports and tracks activities, estimates or quotes prices, credit terms, warranties and delivery dates. Prepares sales contracts, processes orders and makes delivery arrangements.
Accomodation Industry:Accomodation Industry:Job DescriptionsJob Descriptions
Accommodations Service Manager/Front Office Manager
Participates in developing, implementing, and evaluating policies and procedures for the operation of the hotel. Prepares budgets and monitors revenues and expenses. Participates in the development of pricing and promotional strategies. Negotiates with suppliers and clients for the use of the facility for functions. Recruits and supervises staff, trains, sets schedules and resolves customer complaints
Motivations, Needs, and Expectations (MNEs): For Accommodations
Motivations: Basic reason why people stay in hotels and motels
Needs: What clients look for in a hotel or motel
Expectations: Minimum standard of facilities and services that guests expect in the establishment