HOTEL PAST & PRESENT
Front Office Management
Front office managementPREPARED BY- THUSHANPERERA22
ASSIGNMENT
Group 2
• SANDUPAMA SILVA• MADHAVI RATNAYAKE• THUSHAN PERERA• ISURU SUBARSHANA• CHANDIKA DILSHAN BANDARA• DILSHAN NADEESHA• SHEHAN WIJEWICKRAMA
INTRODUCTION
TOURISM • Tourism comprises all
the activities of travelers who
travelling to and staying in places outside their usual
residence not more than one consecutive year for leisure, business or other
purposes other than remunerated within the place traveler visited.
HOSPITALITY
• Hospitality is cordial, generous reception and entertainment of guests, strangers, visitors either commercially or socially
RELATIONSHIP BETWEEN TOURISM AND HOSPITALITY
Tourism HospitalityAccommodating Lodging
establishmentsDining RestaurantsDrinking Pubs, Coffee housesTraveling Travel agenciesInformation Guide services
RELATIONSHIP BETWEEN TOURISM AND HOSPITALITY
Tou
rism
HospitalityHospita
lityLo
dgin
g Food and Beverage
outlets
Travel
Act
ivit
ies
of
Tra
vele
rs
Service providers for tourismService providers for tourism
LODGING ESTABLISHMENTS
Evolution of transport methods are closely knit with the development of lodging establishments
HOTEL
• Hotel is a multi-unit commercial
establishment that provides
commercial housing for guests usually without a private kitchen
DEFINITIONS OF KEY TERMS• MULTI-UNIT– Hotel usually has 4 basic units, called Front
desk, Housekeeping, Food and Beverage and Kitchen
• WITHOUT A PRIVATE KITCHEN– Hotels usually do not provide in-room kitchen
facilities but there are obvious exceptions.
• COMMERCIAL ESTABLISHMENT– Hotels are generally for profit
establishments.
Essential Departments of a hotel
“Front office”“Housekeeping”“Food & beverage”
“Kitchen”
TYPES OF HOTELS
• There are many classifications for hotels.–By Location–By Target Market–By Length of Stay–By Size–Etc.
MARKET SCALE
• LUXURY• UPSCALE-UPPER• UPSCALE• UPPER-MIDSCALE• MIDSCALE• ECONOMY
40%
BY MARKET SEGMENT
•Limited Service •Motels •Full Service •All Suites •Extended Stay
Structure of a hotel
Ground structure of a hotel
Notable Innovations
• Atrium Concept• Limited Service Hotels• Technology advances• Scientific Managerial
Techniques–Marketing–TQM
Definitions
• The atrium concept, an architectural design in which guest rooms overlook the lobby from the first floor to the roof, was first used in the 1960s by Hyatt Hotels.
• The limited service concept—hotels built with guest room accommodations and limited food service and meeting space—became prominent in the early 1980s, when many of the major chains adopted this way to serve business travelers and travelers on a limited budget.
EARLY HISTORYOF HOTELS
Early History
•The history of hotels is intimately connected to that of civilizations. Or rather, it is a part of that history.
Early HistoryIn Greece
“Thermal Baths”
“Mansions”In Rome Built
For Government officials
Early History
“Resting Places”In Middle Eastern Routes For Caravanserais
“Abbeys”In Middle Ages
Provide Accommodation For Pilgrims
(i.e. Inns)
Early History
“Resting Places”Multiplied
In Middle Ages
But did not provide meals
“Resting Places”Famous
• l' Auberge des Trois Rois in Basle• l' Auberge Cour Saint Georges in Belgium • Angel Inn in England
Ground Structure of an Inn
CAMPARISON
Start of the Hotels
XVCENTURY
ENGLAND INTRODUCED LAWSFOR INNS
Start of the Hotels
1760Industrial Revolution
Rapid growth in Travel paved the way to build more Hotels
Mass tourism startedby Thomas Cook
1841
Start of the hotels
City HotelsStarted in
New York and CopenhagenIn the 16th CenturyThe 1st of its kind Royal Hotel
in LondonStarted in 1800s
Holiday Resorts
Began to flourish in French-Italian Riviera
GuesthousesIn Japan Ryokan
Sprang up
Dak-bungalowsIn India
Provided reliable accommodation
3 major epochs of hotels
1860-1960 1960-1990
1990-Present
Grand hotel concept
Scientific approach
Customized age
Year Highlight Description1829 The Tremont House,
Boston The 1st Deluxe Hotel in a city center, it offered in-house toilets, lock-on the doors and A la Carte
1835 Holt Hotel, New York 1st to provide lift for guest luggage
New York Hotel 1st to provide private bathrooms
1859 Avenue Hotel, New York 1st to provide lift for guests
1870 Palmar House Hotel,Chicago
1st Hotel to have fire-resistant
1890 Le Grand Hotel, Paris 1st Hotel to be equipped with electric lighting
Year Highlight Description1880 Sangamore Hotel, New
YorkThe 1st to provide electricity for all rooms
1890 Lausanne, Switzerland 1st Hotel School
Netherland Hotel, New York
The 1st to provide in room telephone
1919 Ritz Hotel, Barcelona 1st to provide hot and cold water in the bathrooms
1920s Introduced Standard Operating Procedures (SOPs)
Technology AdvancesYear Development
1846 Central Heating
1859 Elevator
1881 Electronic Lights
1907 In-room telephone
1927 In-room radio
1940 Air-conditioning
1950 Electric Elevator
1958 Free television
1964 Computerized Central Reservation System
1970 EFTPOS, Color TVs
1973 Free-In room movies (Sheraton)
1980s PMS, In room guest check-out
1983 In room guest personal computer, Call Accounting
Technology Advances
Year Development
1990s On demand movies, Interactive Video Games, Internet Reservation, interactive weather reports
1995 The first room management system launched
2000s Wireless technology, VIP Check-in, Marketing Guest Profile, Bell Staff baggage handling, Wi-Fi “Hot Spots”
1970-2000
Factors affecting industry boom in 1970s-80s
• The will of the airline companies to extend their efforts in the domain of hotels.
• Sudden prosperity due to black gold in The Middle East.
• Growth of business travel.• Expansion of Hotel Chains.• China open the door for foreign
tourists.
Factors affecting industry boom
• Inventive and more concentrated marketing efforts were encouraged.
• The 1st Property Management System appeared.
• Hotel Industry become more competitive.
• Business people and retired persons became key customers
1990s• 1990s started with recession due to gulf
war and reduction in travel budgets.• 1991 considered as black year for hotel
industry.• In 1990s Sri Lankan hotels also suffering
from consequences of black July in 1983 and after a decade in 1992 Aitken Spence Hotels embarked Heritance Kandalama which has been a landmark in Sri Lankan Hotel industry.
1990s• Recession force hoteliers to become more
creative in finding ways to attract guests.(Special programs, Incentives, etc.)
• Environment and energy conservation played a key role in 1990s.
• More sophisticated reservation systems.• Tendency toward merging and acquisition.• Obsessed with Star rating.
7.5 MILLION
GLOBAL BRANDED HOTEL ROOMS
Guess how many?
Guess what?
THERE ARE 211 STEPS TO CLEAN A GUEST
ROOM AND 55 STEPS TO
CLEAN A BATHROOM PROPRELY
Today• Technology becomes a key player in hotel industry.
(EFTPOS systems, PMS, etc.)• More customer oriented than the past. i.e. Customized• Traditional duties of front of the house and back of the
house are combined.• Social media becomes the key marketing tool for
hotels. (Trip Advisor, Facebook, Twitter, etc.) • Concerns with hygiene and sanitation.• Service quality is considered as the top priority rather
than ambience and size. (TQM)• Growing emphasis on Revenue Management
techniques. (RevPAR, GOPPar)
ComparisonCriteria Past Present
Offerings Primary Room salesBanquetFood and beverage
SecondaryPrimary + Ancillary services such as Valet, Wi-Fi, movie rentals, etc.
Prime orientation
Profit maximization
Guest satisfaction
Ownership Independent owners
Chain or franchisee
Technology Manual Semi or fully auto-mated
Standards Strictly maintained
Flexibly managed
References• Hotels; A brief history - by Jacques levy-Bonvin,
Hospitalitynet.com
• Hotel front office management 2007, fourth edition, by James A. Bardi, the Pennsylvania state university
• Hotel management and operations, 4th Edition, by Denney G. Rutherford & Michael J. O’Fallon, John Wiley & sons, Inc.
• Hotel Housekeeping; Operations and Management, 2nd Edition, By G. Raghubalan & Smritee Raghubalan
Thank you
Check-out11 MAY 2015
God made man; Tailor made Gentleman#cupid
©Thushanperera44
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