Historical Developments

•Atrium Concept – a design which guestrooms overlook the lobby ffrom the first floor to the roof was tried to used in 1960’s by Hyatt Hotels

•Limited service- hotel was built with guestroom accommodation and limited fast food service and meeting place which became prominent in the early 1980’s

• Technological advances- technology has played a major role in developing the products and services offered to guests. Recent adoption of reservations system property management system and in-room guest check out.

• Some important development in US Hotel Industry• 1846 – central heating• 1859- elevator• 1881 – electric light• 1907 – in room telephone• 1910 – American hotel association began (now AHLA)• 1927 – Radio in rooms• 1940 – air conditioning• 1950 electric elevator• 1958 free television• 1964 holiday Inn reservation system with centralized computer• 1965 message light on telephone• 1965 initial FO systems followed by room status• 1970 electronic cash register or ECR• 1970 POS and key-less locks• 1970 free in-room movies (Sheraton)• 1983 in-room personal computers• 1990 world wide web reservation

GUEST SERVICE TRILOGY

•CUSTOMERS- are the reason for being of a business. The aim is to satisfy the selected needs of the targeted customers and in the process generate the revenue and make it worthwhile for the owners and employees.

• Owners – create and maintain the financial and material resources necessary for the creation of the products and services intended to satisfy the customer’s needs. Without them no business can be created and sustained

• Employees – must provide the human resources and technical knowledge required to produce and deliver the intended products and services in a way that satisfies the need of the customers.

Hotel Personnel

•General Manager – referred to as the GM and in-charge at the operation and responsible for the over-all performance of the hotel.

Hotel Personnel

•Assistant General Manager – responsible in developing and executing plans developed by the corporate owners, general manager and other member of the management staff.

Hotel Personnel

•Plant engineer – oversees a team of electricians, plumbers, ventilation, air conditioning contractors and general repair.

Hotel Personnel

•Director of security – works with department directors to develop correct procedures that help ensure employees honesty and guest safety.

Hotel Personnel

•Parking Garage manager- responsible for supervising the work of the garage attendants and maintaining security to guests and cars in the parking garage and also the maintenance of the garage.

Hotel Personnel

•Front office manager – responsible for leading the front office staff in delivering hospitality.

Hotel Personnel

• Food and beverage director – oversees the most labor intensive part of the operation which handles everything from purchasing, receiving and storing to preparing and serving foods and beverages.

Hotel Personnel

•Executive chef - in-charge of all food handling and production

Hotel Personnel

•Director of marketing - in-charge with generating new business, representing the property through public relations and publicity activities. Advertising, promotions and organization of events.

Hotel Personnel

•Personnel director – also called the director of human resources and responsible for the staffing element of the hotel. Interviewing, selecting, training , record keeping and performance review.

Hotel Personnel

•Controller or chief accountant – looks after all the accounting functions including payroll banking, auditing and various functions.

HOTEL GOODS AND SERVICES

•The hotel business is one of the selected few that provide its client with both goods and services.

HOTEL GOODS AND SERVICES

•Ex. Typing services, other amenities like spa or health clubs, floral services.

HOTEL GOODS AND SERVICES

•Room- considered perishable good because once it is occupied, it is considered as loss of income

HOTEL GOODS AND SERVICES

•Room sales- the highest revenue in hotels

•Food and beverages – the second highest revenue for hotels

•Who are the customers?•Traveller- any individual who is temporary visitor.

• Business travel-is travel done in the course of business or work, other than the daily commuting between home and workplace.

• The necessity to conduct business travel may have many reasons. A few are stated below:

• Visiting customers or suppliers• Meetings at other company locations• Professional development and attending at a

congress

•Pleasure travel- travel for the purpose of enjoyment. The persons travel to take vacation, to get away from his or her everyday home and life job.

Factors for guest to go back to the hotel• Location• Cleanliness or orderliness• Security and safety• Service• Facilities and amenities• price