Chapter 5: Job Demands, Health and Well-Being - Responsible for checking tickets, directing guest

Overview: to their assigned seats and assisting people.

- A healthy environment should be a holistic 4. Security Guard/Bouncer
approach to the natural and manmade 5. Media and Communication Workers
environment, which includes the physical, - Responsible for the set-up before the event
chemical, biological and psychological aspects. including movement or flow of the event.
- Hospitality and tourism industry have 4 major Labor Code of the Philippines
sectors namely accommodation and lodging, - Working hours is 8 hours
food and beverage, travel and tours and - One-hour break
entertainment and recreation. - Differential pay (10:00 pm to 6:00 am)
- The jobs in different sectors are dependent on - Undertime cannot be offset with overtime
the services provided by the facilities. - Rest day
Accommodation and Lodging Sector - Service incentive leave
1. Guest Service Representative - Service charge 85%
- Responsible in providing front desk service to Sick Building Syndrome
guest, processing their payment, and serving as - Is attributed to complaints from occupants of a
the source of information within and outside the building who are afflicted with illness or
property. discomfort while staying on the premises.
2. Hotel Managers Requirements in Workplace to Avoid SBS
- Their duties vary from business concerns, daily 1. Proper Planning and Design
operations, customer service, administrative - A well-planned workplace minimizes and may
work and meeting with client and industry eliminate hazards in the facility, it is
partners. collaborative endeavor by the architects, interior
3. Housekeeping Supervisor designer, engineers, contractors, owners and
- Responsible for the upkeep of the facility in other stakeholder.
terms of cleanliness and tidiness. Considerations in Planning and Design
Food and Beverage Sector 1. Adequate work area
1. Front of the House 2. Ventilation
- In charge of receiving, welcoming, escorting to 3. Lighting
customer’s table and addressing the queries of 4. Wayfinding
the clients and guests. 5. Fire protection
2. Banquet Staff 6. Electrical standards
- The one coordinating with the head chefs and 7. Structural integrity
required to manage the beverage 8. Temperature
a. Kitchen Personnel 9. Materials
i. Sous Chef- second in command in 10. Furniture
the kitchen
ii. Chef de Partie- station chef 2. Safety Signs
iii. Expediter’s Duty- done by the head - These may include warnings and cautions
chef in a smaller kitchen 3. Proper Apparel
iv. Line Cook- assigned to a specific - Wearing the right apparel
place either prepare the ingredients 4. Clear Guidelines and Protocols
or cook. - Sets of instructions that describe the process to
v. Kitchen Helper- cleaning, preparing, be followed in the facilities
washing dishes. o Control and Prevention- Hazard Analysis
b. Dining Attendant Critical Control Point (HACCP)
i. Restaurant Receptionist o First Aid Requirement
ii. Busboy/Busgirl o Food Handling and Storage
iii. Waiter/Waitress o General Cleaning and Sanitation
iv. Bartender Importance of Checklist in the Workplace
Travel and Tour Sector - It is a tool with the standardized output the
1. Travel Consultant enumerates the required steps for tasks that are
- Responsible for itinerary of the travelers, normally repetitive in nature.
whether for business or recreation, which may - The list provides direction for the workforce to
include bookings for accommodation and site be more organized and avoid mistakes that are
tours depending on the needs and demands of sometimes may cause accidents and injuries.
the client. - These are normally the minimum requirement
2. Travel Guide that verify and provide discipline to achieve a
- Accompany the guests to different travel high performance of delivery of goods and
destinations. services.
Entertainment and Recreation Sector - It also reduces decision fatigue for workers and
1. Artists and Performers staff.
- Provide entertainment to the guest - It creates a specific brand of service
2. Ticketing Staff Components of a Checklist
- Determine the availability of seats and address 1. Objectives should be clear
customer’s inquiries 2. All needed items should be included no matter
3. Usher/Recreation Attendant how mundane it seems to be
3. Critical points should be identified and provided
emphasis.
4. The list should be logical and rational
Chapter 6: Site Selection - Refers to the contextual (environmental) and
physical manifestations of the area
Location of any business is consequential in the success - Factors concerning Site:
of its overall operations. Site helps in branding and o Access to Transportation- mobility of goods,
trademark sustainability services, and people.
o Access to Utilities- proximity and
Location Theory as a Driving Force in Economic availability of basic utilities such electricity,
Growth water, communication and internet
- Location Theory addresses the questions of what connection. It can be an exemption if the
economic activities are located where and why. development means to focus in alternative
- Theory of Agricultural Location was introduced energy sources (e.g. solar panel,
by Johann Heinrich von Thunen in 1826. His hydroelectric power etc.)
theory suggests that accessibility to the market o Land Area- size requirement dictated by the
(town) can create a complete system of kind of facilities and concept. Consideration
agricultural land use. for a modular development in some
- Location Rent is determined by the businesses open for future expansion
transportation cost. The cheaper the 3. Building
transportation cost is the more expensive the rent - In cases when hospitality or tourism facility is
is the vice versa. planned to be located inside a building or a
- Location Triangle of Alfred Weber in 1909 is complex.
considered as the founder of modern location - Specific architectural designs attract specific
theory. The location triangle, sought the group of people. Older client prefers a quiet and
optimum location for the production of good more formal dining as compared to younger
based on the fixed locations of the market and client who would go for something more casual
two raw material sources, which geographically and relaxed.
form a triangle. - Design and layout should be based on the
- The three main factors that influence industrial requirements and policies of the building
location are transportation, labor and administration.
agglomeration economics. 4. Cost of Construction and Renovation
- Cheaper transportation cost = cheaper labor cost - Extent of renovation to meet the concept of the
- Economist William Alfonso explained in 1964, facility. It may be an upgrade or to update the
how the different types of land used for housing, facilities with the trends or improvement in
commercial, industrial and institutional facilities utilities and services, but it can be downgrade to
are influenced by accessibility requirements minimize further cost (e.g. rent, electricity,
- In the theory, wealthy households choose to live manpower)
in the outskirts of the city as compared to poor - The cost of long-term and short-term
households that needs to be near the city center construction. Doing a renovation while in
because they require access to job, goods and operation or closing the business for a period of
services. time
- Overall these theories provided the basis for - Structural Integrity- the structural integrity of
identifying the right location for the business the building plays an important role in
with factors in: construction cost. An example would be
o Achieving optimal return of investment in retrofitting to carry additional load if retaining a
the shortest time possible certain look or image is a consideration. Such
o Achieving sustainable business growth restoring an old house to be a restaurant.
- Appropriate site includes consideration on: - New Construction- building from scratch can be
o Law of land use more expensive but is more efficient in the long
o Restriction on developments run, because the facility is designed for its
o Resolutions of cities and municipalities. specific purpose. The cost of maintenance can be
General Criteria for Site Selection lower because of modern systems and materials
1. Location used in construction
- The location of the facility is the primary 5. Legal Issues and Restrictions
consideration of travelers when choosing a - It is important to know the legal restrictions of
destination whether for business or leisure the site being considered
purposes. - Zoning helps in determining whether the facility
- Location refers to the area of influence that of is appropriate in the area.
the facilities. It can be determined by district, - This may include design, building height,
city or municipality, region or even bigger services, and utilities such as water, electricity,
depending on the impact of the facility. and sewer.
- The concept of facility dictates the specific - As a rule, Comprehensive Land Use Plan
criteria for location (CLUP) of the city or municipality dictates the
- It is important to check the demand generators. development to monitor the rational use of the
The demand generator helps in the development land to make sure that sustainable development
of the program that establishes the relationship is in place.
between the client and the facilities.
2. Site Comprehensive Land Use Plan
- The city or municipality identifies the land use
zones in specific areas marked as “R” for
 residential districts, “C” for commercial districts 4. Entertainment and Recreation
and “I” for industrial districts. - In identifying the operational requirements of
- Zoning ordinances regulate land use and height this segment is very important. One significant
restrictions. issue is the lot size. An entertainment and
- In the hospitality and tourism establishment it is recreation facility would often require ample
necessary to determine the category of the site parking space, proximity from the nearest public
being considered. transportation and other supplementary services
Creating Brand Through Site Selection such as accommodations and food and beverage
Brand Likert Scale
- Tangibles business concept that helps people - Rensis Likert is a psychologist that developed
identify a company, a product or an individual. the use of a point system rating scale. The Likert
- The brand of the business affects the location scale is used to measure conditions to aid in
identification decision-making by identifying (descriptive)
- The location of the facility is not limited to criteria and assigning value.
clients, patrons and guests, the resources such as - Likert scale is an effective tool in selection and
goods and manpower is also considered. elimination process in choosing a site for a
- The brand works hand in hand with the vibe and facility.
reputation of the location and the ambiance of its
architecture to the overall experience
- The facility can stand alone or part of a building
complex
- The establishment may adapt to the environment
without compromising the brand concept.
Site Criteria by Major Sectors of the Hospitality and
Tourism Industry
1. Accommodation and Lodging
- Pertaining to places that provides shelter for
guest to stay for a period of time. Services may
include one or more services and activities such
as F&B, business centers, spa etc.
o Hotels- often found in high density cities
that are usually near the airport or business
districts.
o Resort Hotels- a hotel classified based on its
location usually near natural resources and
sceneries or hotels with facilities such as
golf course, man made beaches, pool parks
and other amusements.
o Bed and breakfast- a type of accommodation
that is usually a family or a guest house that
is converted to accommodate limited
number of people and usually only serve
breakfast.
o Condotel- accommodations that allows guest
to prepare and cook their own meals
2. Food and Beverage
- The biggest segment in the Hospitality Industry
o Fast Food- usually located in high volume
places with high foot and vehicular traffic
such as malls, locations near offices, schools
and terminals.
o High end Restaurants and Bars- usually
located in five-star hotels as part of the
attraction for sophisticated and exclusive
clients.
o Catering Services- commissary is one of the
primary considerations in determining the
location, while proximity to target client is
the next more important. Availability of
transportation for safe food travel also
requires parking allocation.
3. Travel and Tourism Offices
- Travel agencies are normally located in airports,
seaports, and malls where there is heavy tourist
traffic or potential travel clients.
- They may also be affiliated with some hotels
and resort destinations.
 3. The Hotel First Impression
- It is important to establish the hotel’s design
concept within the first seven seconds a guest
Chapter 7: Planning Specifics for the Hospitality and enters the vicinity.
Tourism Property - Impression starts from the entrance and usually
to the hotel’s reception table. The architect
Each hospitality and tourism industry property have should understand that the first pleasant
different planning requirements. The simplicity and the connection between the guest and the hotel starts
complexity of the facility will impact the property from here.
planning process. The identification of the property - The aesthetics should be well thought out and
should be able to address the needs of a specific facility. the entire hotel design should be in sync.
- The entrance up to the reception should have a
Influences of Development “warm welcome” and enticing feel, allowing the
1. Marketing guests to relax and look forward to more
- Is there a demand? To plan it is helpful to know satisfactory services ahead.
if there is an increasing or unsatisfied demand 4. The Guest Room
for the type of facility. - The guest room is the most important part of the
2. Economics hotel. It is very important that the key element of
- What is the financial state and growth of the a good room such as the layout, bathroom
economy? It is imperative to know factors that luxury, coziness, amenities and extras are treated
can favor or restrict the investment. properly in the design.
3. Location - The architect should be able to configure the
- Is the location appropriate for the development? appropriate size of furnishes and fixture to the
Knowing the adequacy of infrastructural available space without sacrificing the overall
services and opportunities is a major appearance of the room and experience of the
consideration. guest.
4. Enterprise - Always remember that it is the guest experience
- Is the interpretation to conduct business in terms that transformed the narrative into a
of the requirements correct? Knowing the comprehensive floor plan where texture,
legalities and other pertinent factors prior to materials, lighting and color come together and
development is necessary? create the best integrated experience.
5. Planning Design 5. Guest and their Experience
- Will the design serve its purpose? Design is not - According to Cornell (2020), hospitality and
just focused on aesthetics but should also satisfy tourism establishments should always design its
the marketing objectives, functionality and facilities for the comfort of their guest. That is
financial criteria. why it is essential to make sure that both
Planning Specifics for Hotels and Other Lodging aesthetics and functionality are addressed in the
Establishments design plan
1. Storytelling and Design Concept - Other than a place to relax, guest experience
- Architects use storytelling to get insight into includes access to entertainment, to socialize and
users. A design also establishes empathy and interact and to have enjoyable gastronomic
connection to its users. Storytelling in designs experience.
allow the owner relay to the guest the concept of - Creating meaningful memorable experiences is
the hotel which is the cornerstone of the hotel the goal of good guest experience.
building. - The architect connects the behavior and habits of
- The concept helps form the identity of the hotel the guest to the design without sacrificing the
itself. It should reflect on the design of the functionality and aesthetics of the hotel.
common and private areas, textures, facilities, 6. The Hotel Common Areas
strategies on its operational procedures, - The activities that the hotel can offer adds to its
signature experiences, branding, and attraction. The amenities such as pools, spas,
communication specification. lounge, restaurants and more are essential part of
- Detailed evaluation of the semantics of the guest hotel development
experience will help in creating the story and - The availability of these hotel features
design concept. completes the hotel experience
2. The Design and the Connection to External - These are areas that are directly related to
Elements branding that is why it is important that the
- It is essential to highlight the climatic conditions architect must consider this in the study and
of the hotel locations. Highlighting this would planning phase.
impact the hotel’s interior design to the exterior - The overall hotel revenue benefits from the
environment patronage they get from the guests particularly
- Establishing connections between the those that render services from the hotel’s
environment and the hotel design can affect the outlets and ancillaries.
overall guest experience Planning Specific for Restaurants and Another
- The hotel’s location and area plotting have a Foodservice Establishment
rooted connection with the sun’s motion. 1. Façade
- The architect should be able to design based on - The façade is considered to be an important
the different zones, functions, materials, design consideration. The entrance creates the
textures, and colors. initial impression to the guest. A good façade
 should be catchy and unique with the name of easy to maintain to ensure that cleanliness and
the restaurant readable and identifiable from an sanitation are easy to put in place.
acceptable distance away from the restaurant. 7. The Kitchen
- Utilizing a theme helps establish an image. - The main production area is the kitchen. Most
2. Keep an Eye on Your Target Client food items are prepared, cooked and assembled
- When planning a restaurant, it is important to in the kitchen, thus the design should be highly
fine tune the design requirements with the target functional and innovative.
client. Different clients have different likings. - Depending on the theme of the restaurant, the
The architect to should understand very well the kitchen may be visible or away from the
type of client so he/she could focus on creating consumer’s eyes. Either way, the restaurant
the best suitable design plan for the interior should be able to execute high level of
- Availability of small meeting rooms or partitions cleanliness and sanitation, well-coordinated flow
is a good inclusion in the design if the target of traffic, security and safety of both the
client includes tapping small group who would customers and employees, as well as the
want to have a small intimate event that can be property.
offered during slack days. Like corporate - Identifying the kitchen requirements based on
meetings or small family or friend gatherings. the operation is important to be determined in
3. Choosing the Right Light and Right Music the design plan.
- Lighting is an integral part of a restaurant 8. Heating/Cooling and Ventilation
design. Aside from enhancing the ambiance and - High volume of heat is generated in the kitchen
the beauty of the furniture, lighting also sets the during production, the external environment also
mood of the whole restaurant including the affects the internal climate in the restaurant as
mood of the guests. well the people working and eating in the
- Lighting can make the restaurant look big or restaurant contributes to the atmosphere inside.
small and it sometimes help conceal minor flaws - In humid and hot countries an air conditioning
in the finishing. unit is necessary while in cold countries a heater
- A coffee shop would ideally have warmer is recommended.
lighting to have a more relax atmosphere while - Ventilation plays an important role in the air
family restaurants have a mix of white and warm circulation in the restaurant. It helps emit bad air
light to have a livelier feel. through proper air circulation.
- Choosing the right music is also important in - The climate in the restaurant adds to the level of
establishing theme consistency and setting the comfort experienced by the guest.
right mood for the clients.
4. Use Selection of Tables and Chairs
- Even the tables and chairs to be used in the
restaurant is part of the design plan. The target
client usually dictates what type of table and
chair is perfect to meet the function and theme
of the restaurant
- Tables and chairs are usually set-up to provide
enough space and privacy for the guests
- A fast-food restaurant choice is usually less
comfortable than those in the casual and fine
dining restaurants. The reason for such is that
fast-food restaurants have faster turnover rate as
compared fine dining and casual restaurants
5. Establishing a Clear Layout
- The architect should be able to imagine the
customer traffic when the restaurant is already in
operation. Preparing the right design would
make sure that the customer area is properly
plotted.
- An example of this would be the availability of a
wash area outside a common restroom and the
restroom is PWD friendly
- Another would be the counter for self-service
restaurant has enough distance away from the
dining area to avoid obstruction.
6. Taking Care of your Restroom
- Restroom used to be the least architecturally
designed area in the restaurant industry, but not
anymore. Restroom design now a day is
considered to be very important as it reflects so
much about cleanliness and sanitation
- Restrooms should be comfortable, well-lit and
well ventilated.
- The architect should be able to design a
restroom that is functional, well designed and