hotel management ppt
TRANSCRIPT
HOSPITALITY MANAGEMENT
INTRODUCTION Hospitality is the relationship
between a guest and a host, or the act or practice of being hospitable. that is, the reception and entertainment of guests, visitors, or strangers, with liberality and goodwill. Hospitality frequently refers to the hospitality industry, which includes hotels, restaurants, casinos, catering, resorts, membership clubs, conventions, attractions, special events, and other services for travelers and tourists.
History of the Hospitality Industry
Overview The history of the hospitality industry
dates all the way back to the Colonial Period in the late 1700s. Things have changed quite a bit since then; the hospitality industry has experienced significant development over the years as it has faced World Wars, The Depression and various social changes. The industry as we know it today began to take form in the early 1950s and 60s, leading the way for growth into the dynamic industry we know today.
Three Main Objectives of the
Hospitality Manager
There were three main objectives of a hospitality manager:› Make the Guests Feel Welcome› Make Sure Things Work for the
Guests› Make sure the operation continues
to provide service and make a profit.
Trends Affecting the Future of the Hospitality Industry
Increased responsibility for employees and managers through employment
Greater diversity of the workforce
Customers’ concerns with security
Consumers’ and governments’ concern with sanitation
Globalization
overview
Reception Booking Conference Housekeeping Maintenance Concierge Backoffice Administration
reception Check-in Check-out New Reservations Quick Folio In-House Reservation Overview Floor Plan Lost & Founds
Groups and conference
Group overview› Hotel Room› Conference Room› Food & Beverage› Equipment› Invoicing
Room management› Layout› Pricing› Availability
housekeeping
Housekeeping› Resource planning› Cleaning loop› Change management› Status reporting via TV/Phone
system
concierge Lost and found
› Register› Delivery
Phonebook› In-house use
Pick up Baggage service
back office Statements
› Day-end statement per shift› Cash control› Correctionsa) Support more than one open statement at a time
Shifts› Unlimited number of shifts› Per department
Inventory› Statistics› Reporting
Administration Setup
› PMS› Conference› General› Property› Auxiliary Equipment› Job Scheduler› Shifts
Room charging Charge
› Entire bill› Partially
On-line entry › No danger of missing entries at check-out
Lookup guests and room status from POS Use Room key for swipe or enter room number Setup Limits for Room charges Charge to Conference reservations directly
Keys to a Successful Operation
Clear, common goals and objectives
› These are both operational and financial
› Everyone in the hotel has to know them and buy into them
› Every department needs to understand their role and how they contribute to the overall success
Hospitality careers The industry offers more career options than most The work is varied There are many opportunities to be creative This is a “people” business There are opportunities for long-term career growth There are perks associated with many hospitality
jobs Hospitality jobs can be intrinsically satisfying and
meaningful
The down side Long hours Nontraditional schedules Pressure Low beginning salaries Frequent relocation
Lodging careers
Entry level
•Housekeeper•Front desk clerk•Reservations clerk•Food service staff
Mid level •Reservations manager•Executive housekeeper•Front office manager•Catering sales manager•Sales manager
Upper management
•Personnel director•Senior sales manager•Controller•Food & beverage director•Director of sales & marketing•General manager
Food service careers
Entry level
Crew personCrew supervisorLead positions
Mid level
Manager traineeChef
Unit managerController
Kitchen managerCatering manager
Upper management
Executive chefGeneral manager District manager
Regional manager
Operations director
Other directorsCFO
President/CEO
Chain operations Better training More opportunities for advancement Better benefits Frequent relocation More control by management Bonus plans impact pay
HOTEL INDUSTRY
AT PRESENT
Hotel Industry in India seconds only to China
in Asia Pacific.
According to the tourism ministry, 4.4 million
tourists visited India last year and is expected
to be 10 million in 2010.
With tremendous pull of opportunity, India is a
destination for hotel chains looking for
growth.