INTRODUCTION: HOW TO MANAGE A HOTEL

INTRODUCTION: HOW TO MANAGE A HOTEL

CHAPTER 1

INTRODUCTION: HOW TO MANAGE A HOTEL

CHAPTER 1

• A destination consists of 5 elements:1) Attractions2) Facilities3) Infrastructure4) Transportation5) Hospitality

THE ROLE OF HOTELS

5 types of hotel:1) Full-service hotels2) Limited-service hotels3) Resort hotels4) Suite hotels5) Convention hotels

HOTEL CATEGORIES

• provide a WIDE variety of facilities and amenities, including food and beverage outlets, meeting rooms and recreational activities.

FULL-SERVICE HOTELS

LIMITED-SERVICE HOTELS• provide SOME of the facilities and amenities of a full-service property but not offering restaurant, lounge or banquet service.

• usually in a suburban or isolated rural location, with special recreational facilities

RESORT HOTELS

SUITE HOTELS• in which all rooms have separate, but not necessarily physically divided, sleeping and living areas

• with facilities and services geared to meet the needs of large group and association meeting and trade shows.

•Have MORE than 400 rooms and contain substantial amounts of function and banquet space flexibly designed for use by large meeting groups.

CONVENTION HOTELS

Hotel manager 7 major responsibilities:a) Asset protectionb) Managing supply and demandc) Increasing incomed) Improving employee performancee) Improving productivityf) Managing customer serviceg) Managing quality

HOW TO MANAGE A HOTEL

a) Physical Protection Security overall objective

“protect and conserve an inn’s assets, provide for the reasonable protection of its guests and staff and prevent losses, not just crimes” Reasonable care

involves giving what a reasonable person would consider to be adequate care.

Foreseeabilityholds the hotel owner responsible if she or he could have foreseen that something might happen and took NO steps to protect the guest from such an eventuality.

Proximate cause Looks at the link between the misfortune caused to the quests and the actions or lack of actions performed by the hotel owner

1) PROTECTING ASSETS

b) Financial Protection Financial management is becoming more important to the running of a hotel.

The most important skills needed are:1) Internal control2) Budgetary control3) Analysis of financial statements4) Preparation of budgets

The SUPPLY of hotel rooms in a property is fixed while the DEMAND for them is variable.

Marketing is the process of planning and executing the conception, pricing, promotion and distribution of ideas, goods and services to create exchanges that satisfy individual and organizational objectives.

2) MANAGING SUPPLY AND DEMAND

Companies treated employees using: Welfare approach employees were seen as problems who needed helped.Personnel management focused on the activities that must take place when large numbers of people have to work together. Cost approach viewed labor as a cost and a threat and where management saw its job as one of controlling costs and fighting crises.

3) IMPROVING EMPLOYEE PERFORMANCE

a) Revenue Maximization Income is INCREASE when revenue goes up

and/or when costs goes down.

b) Cost Minimization A hotel operation incurs costs during development and construction, operations and renovation and

modernization.

4) INCREASING INCOME

Productivity can be improved through: better workplace design improved work processes better employee scheduling

A coordinated approach in these 3 areas will result in reduced inputs and increased outputs, leading to improved productivity and greater income.

5) IMPROVING PRODUCTIVITY

Employees interact with guests when providing service to them. All employees in their own way contribute to managing guest service. Satisfied customers are produced when the service provided (as perceived by the guest) is more than that expected by the guest.

6) MANAGING CUSTOMER SERVICE

Improve and maintain quality of food, room and communication.

Quality is the responsibility of all departments and all employees.

7) MANAGING QUALITY

What are the manager’s major responsibilities in managing a hotel?

QUESTION