HRM 2B Week 2 HOTEL INDUSTRY BEGINNINGS AND OVERVIEW Hospitality comes from the old French word hospice,

meaning to provide care/shelter for travelers. Nicolas Rolin (1443)- founded the most famous hospice, the Hospice de Beaune in Burgundy, France. Its also called Hotel Dieu or the House of God. It was a charity hospital, a refuge for the poor. Ancient Times - Greece and Rome mentioned hospitality in the form of taverns found in the writings dating back to 1700 BC (Code of Hammurabi). Taverns were also houses of pleasure, it sprang up everywhere. Increased travel and trade made some form of overnight accommodations an absolute necessity. -In ancient Persia, travelling was done in large caravans, which carried elaborate tents for use along the caravan routes. Khans are combinations of stables, accommodations and fortresses that provided shelter for the travelers. - After the fall of the Roman Empire, public hospitality for the ordinary traveler was handled by religious orders. In Britain, those who travel during this time were connected with the Royal court or the Church. Medieval Times- Charlemagne established rest houses for pilgrims (8th century) -Monasteries were plain but of superior quality -Medieval Guilds held open houses to receive pilgrims -In 1282, the innkeepers of Florence, Italy incorporated a guild or association for the purpose of business. - Stagecoach in England became the favored method of transportation. -travels and travelers increased and soon wealthy travelers demanded that inns be upgraded. -Hotel Henry IV, build in Nantes in 1788 was considered the finest in Europe. -The Royals and nobles practiced discriminatory feeding, where different meals were served to persons of different rank. -In the late 16th century, ordinary an eating place for commoners appeared in England. It served fixed price, fixed menu meal at a long common table. -During the 17th century, coffee houses sprang up all over Europe. Eighteenth Century (The New World) -The British at this time maintained the highest standards of public accommodations in the western world (Colonial inns & taverns in America)

-These inns and taverns became social centers, political gathering places, news rooms, watering holes and travelers rests. (The French Revolution) -Boulanger, the father of modern restaurant, sold restorantes (restoratives)/soups at his all night restaurant, Le Champ dOiseau (Nineteenth Century) -1856, Antoine Careme published La Cuisine Classique -1898, Savoy Hotel opened in London -Big American cities had their hotel-palaces (Chicago-Palmer House, New Orleans- St. Charles Hotel & St. Louis Hotel, St. LouisPlanters Hotel, San Diego- Hotel del Coronado) (Twentieth Century) -Following World War II, there was rapid development of hotels and coffee shops. - 1950s, incredible growth in both air and road transportation -1960s, as the result of a booming economy, business and leisure travel grew. -1970s, introduction of new establishments like Taco Bell, TGI Fridays, Days Inn, Comfort Inns etc. High end chains like Four Seasons, Canadian Pacific, Marriott, Hyatt, Sheraton, Hilton, Radison, Ramada etc. expanded in North America and other countries -1980s tourism and travel continued to increase dramatically. The Baby Boomers exert influence. Distant exotic destinations and resorts became even more accessible and more popular. -1990s, began with the recession that started in 1989. Gulf War caused downturn of the industry as organizations downsized and consolidated. -1993, economic recovery, mergers and acquisitions took place, expansions of North American corporations overseas GENERAL IDEA OF ROOMS DIVISION The primary function of a hotel is to provide lodging/ accommodation. Hotels are meant to provide all the comforts of home to those away from home. A gracious feeling of warmth and welcome is a hotels most valuable asset Hotels exist to serve and enrich society and at the same time market profit for the owners. Hotels have personalities that are created by the combined chorus of effort, interest and sincerity on the part of every member of the staff. A large hotel is run by a general manager and an executive committee who head major departments: Rooms Division Director, F&B Director, Marketing and Sales Director, Human Resources Director, Controller and Chief Engineer). The Rooms Division is composed of departments and functions, which play essential roles in providing the service that guests expect during a hotel stay. The rooms division consists of the following departments and sections: front office, housekeeping, guest services, security and communications.

Key Personnel and Their Roles General Manager Makes all the major decisions affecting the hotel They must provide owners with a reasonable return on investment, keep guests satisfied and returning and keep employees happy He is ultimately responsible for the performance of the hotel and the employees and is accountable for the hotels level of profitability by the corporation or owners.

Rooms Division Director Is responsible for the efficient and effective leadership and operation of all the rooms division departments. They include concerns such as the following: Financial responsibility for rooms division, employee satisfaction goals, guest relations, security, gift shop Front Office Manager The main duty is to enhance guest services by constantly developing services to meet guest needs. He performs the following duties: 1. Check night clerk report 2. Review previous nights occupancy 3. Review previous nights average rate 4. Look over market matrix 5. Check complimentary rooms 6. Verify group rooms to be picked up for the next 30 days 7. Review arrivals and departures for the day 8. Review the VIP list and prepare or arrange pre registration 9. Attend rooms divisions and operations meeting 10. Review arrivals and departures the next day 11. Make staffing adjustments needed for arrivals and departures 12. Review scheduling (done weekly) 13. Meet with GSAs (done daily) Guest Service Associate Greets guests as they arrive at the hotel, escort them at the front desk and then personally allocate the room and take the guest and luggage to the room. Are responsible for the front desk, concierge, PBX, bell persons, valets and reservations. They have been cross-trained in all aspects of greeting and rooming the guest Guest Service Agent His/her main duties are: 1. Sell rooms 2. Maintain balanced guest accounts and 3. Offer other services such as handling mail, faxes, messages, and local and hotel information. Night Auditor

 Reports to Front Office Manager Begins the task of balancing the guests accounts receivable at around 1:00am. Other duties include: 1. Post any charges that the evening shift was not able to post. 2. Pass discrepancies to shift managers in the morning. 3. Run backup reports so if the computer system fails the hotel will have up-to-date information to operate a manual system. 4. Reconcile point-of-sale and PMS to guest accounts. If it does not balance, then the auditor must do so by investigating errors or omissions. 5. Complete and distribute the daily report. It includes Room Occupancy Percentage (ROP) and Average Daily Rate (ADR) 6. Find areas of the hotel where there may be theft or potential theft.

Reservations Manager Reports directly to the Director of Rooms Division or the Director of Sales Sees to it that the reservations department exceeds the expectations of the guests when they make reservations. Sees to it that rooms are sold at a maximum possible amount and guests resentment of being overcharged are avoided. Must have an exceptional telephone manners and telemarketing skills. Private Branch Exchange (PBX) Operators Are viewed as the gatekeepers of the guests privacy Security and PBX work hand in hand in situations that involve guest safety because they are best positioned to communicate to all hotel guests and employees Are trained in guest relations and hotel emergency procedures Never reveals the identity of hotel guests to callers. (Uniformed Service Staff)- has special responsibility Bell Staff/Bell Attendant More than just carry luggage and showing a guest to a room, but takes charge in welcoming the guest in both words and manner. Acquaints the guest with the services and features of the hotel. Provides a great service in demonstrating the rooms operations and features Usually turns on the TV and run through the channels and networks available. The Valet/ Garage Parks the guests car thereby providing quality experience for guests Concierge

 Offers guests important services including giving directions to local attractions, securing tickets to shows and recommending local restaurants, tours and other entertainment. Assists guests with airline tickets and reconfirmation of flights Les Clefs dOr, an international organization of concierges formed in 1929. The goal is to help improve the quality of service provided by concierges in their hotels. Door Attendants Are dressed in impressive uniforms and greet guests at the hotel front door Assists in opening/closing automobile doors, removing luggage from the trunk, hailing taxis, keeping the hotel entrance clear of vehicles and giving guests information about the hotel and the local area in a courteous and friendly way. They usually receive many gratuities (tips) Hotel Security Has to deal with the following responsibilities: 1. Emergency procedures 2. Guest room security Executive Housekeeper In-charge of the housekeeping department The four major areas of responsibilities: 1. Leadership of people, equipment and supplies 2. Cleanliness and servicing the guest rooms and public areas 3. Operating the department according to financial guidelines prescribed by the GM 4. Keeping records

Rooms Division Organizational Chart Rooms Division Manager

Front Office Mgr

Security/ Loss Prevention

Executive Housekeeper

Front

Contract
Desk Clerk

Rsvn Concierge Cashiers Communications Laundry Mgr

Asst Exe. Cleaner

Housekeeper

AM/PM

Group/ Laundry Staff Swing Shifts Convention Night Auditor Individual

Business

Floor Supervisor

Room Attendants

Housemen

Prepared by: aj escabillas Reference: Introduction to Hospitality Operations (John Walker) Introduction to the Hospitality Industry, 6th Ed. (Powers & Barrows) Front Office Operations and Management (Ahmed Ismail)