3 Types of Accomodation Ownership Individual OwnershipThe HaliburtonAdvantagesOwner has full control over policies and operating proceduresCan reach out to customers by developing their own websites and online reservationsDisadvantagesIf income is not strong, quality can go downDoes not have the adventage of a national advertising and reservation system
4 Types of Accomodation Ownership Company ChainsFour SeasonsEach company operates more than one property, but each property reports to central headquarters.Each hotel in a chain remains somewhat independent ny reflecting the local culture of the region or country where they are located.
5 Types of Accomodation Ownership FranchisesHoliday InnThe franchise relationship consists of the franchiser (brand name company), and the franchisee (property owner).AdvantagesRecognized nameAdvertsing & Reservation systemCheaper financingProfessional Management AssistanceCheaper suppliesCheaper trainingFamiliar decorDisadvantagesHigh frachise feesMonthly fees (% of grose income)No flexibility regarding policiesAffect of other owners on reputationFranchiser can buy back the frachise
6 Organization and Function « Front of House »Front office, food & beverage, housekeeping and customer service« Back of the House »Administration, accounting, sales, engineering, security
7 Classifications with the Accomodation Sector Single occupancyOne person staying in room, no matter how many bedsTwinRoom with two twin bedsDouble occupancyTwo people staying in one room
8 Classifications with the Accomodation Sector SuiteTwo or more rooms combined – one set up as a living roomHospitality suiteRoom that has a bar and a sitting area, used for informal meetingsRack rateStandard daily rateRun-of-the-house rateDiscount rate for block bookings (Weddings, conferences etc.)
9 The level of serviceBudget Hotels – Designed to provide clean, safe, low-cost rooms. Offer very few services and may not have in-house food serviceComfort InnMidscale Hotels – Have a coffee shop on premises, may have a swimming pool and may provide airport serviceRamada Hotel
10 The level of serviceUpscale Hotels – Far more service oriented. Provide room service, a concierge desk, a dining room and lounge area, pool and exercise area, and a gift shop.SheratonLuxury Property – Takes service to a higher level. Located in a prestigious area, their lobby is often lrge, spectacular (waterfall or indoor garden), with elegant furniture and lighting. Cater to travelers who can afford to be pampered.Four Seasons
11 Length of Stay Transient Guests Residential Guests Short stays Most HotelsResidential GuestsLong term stays (up to and over a year)Midscale & Upscale
12 Other Classifictions of Accomodations Motel and Motor HotelResort HotelCountry InnGuest HomeBed & BreakfastCottages/CabinsSpasCampgroundsHostelsTime-share condominiums
13 Canada Select Rating Categories * clean and comfortable accommodations** clean, comfortable accommodations with some amenities*** very comfortable accommodations with a greater range of facilities, guest amenities, and services**** the highest standard of accommodations with an extensive range of facilities, guest amenities, and services.***** exceptional properties that are among the best in the country in terms of their outstanding facilities, guest services, and quality provided
14 Meal Plans European Plan (EP) room only with no meals Continental Plan (CP) room rate that includes a continental breakfastBermuda Plan (BP) room rate that includes a full American breakfastAmerican Plan (AP) rate that includes three full meals (breakfast, lunch, dinner)Modified American Plan (MAP) rate that includes two meals, usually breakfast and dinner
15 Accomodation Industry: Categories of workers Front Desk and Guest ServicesOften most visible and likely first personal contact for guestsAdministrationAll aspects of operation. Management, HR, Fiances, Sales & MarketingHousekeeping & MaintenanceLittle direct contact with guests, but have significant impact on guest satisfaction
16 Accomodation Industry: Job Descriptions Front Desk AgentMakes room reservations and receives payment for services such as accomodation, room service and restaurant meals.Responds to guest complaintsAnswers inquiries regarding hotel servicesGuest check-in and check-out
17 Accomodation Industry: Job Descriptions Housekeeping Room attendantStocks and sorts supplies in linen closets and on housekeeper’s cartsVacuums, cleans, dusts, polishes guests’ rooms, makes beds, removes and replaces used towels and toiletriesEnsures the security of guest rooms and the provacy of guests
18 Accomodation Industry: Job Descriptions Executive HousekeeperEstablishes and/or implements operating procedures and stndardsPlans and co-ordinates the activities of housekeeping supervisors and their crewsCo-ordinates inspections or inspects assigned areas to ensure standards are metApplies HR skills such as hiring, training and performance evaluationCreates and adhers to budgets and other administrative tasks
19 Accomodation Industry: Job Descriptions ConsiergeServes the needs of the guests: obtaining event tickets, recommending restaurants, assisting with transportation; and many other services of similar natureGuest Service AttendantProvides services at the main door and in the lobby. Handles and stores luggge and provides valet parking. Assists to other departments such as housekeeping, front desk, security etc.
20 Accomodation Industry: Job Descriptions Director of Sales and MarketingProvides leadership, manages staff and has a positive attitude. Manages operations and finances, has marketing skills and excellent communication skillsSales RepresentativePromotes products or services and identifies and solicits new clients. Prepares sales reports and tracks activities, estimates or quotes prices, credit terms, warranties and delivery dates. Prepares sales contracts, processes orders and makes delivery arrangements.
21 Accomodation Industry: Job Descriptions Accommodations Service Manager/Front Office ManagerParticipates in developing, implementing, and evaluating policies and procedures for the operation of the hotel. Prepares budgets and monitors revenues and expenses. Participates in the development of pricing and promotional strategies. Negotiates with suppliers and clients for the use of the facility for functions. Recruits and supervises staff, trains, sets schedules and resolves customer complaints
22 Motivations, Needs, and Expectations (MNEs): For Accommodations Motivations: Basic reason why people stay in hotels and motelsNeeds: What clients look for in a hotel or motelExpectations: Minimum standard of facilities and services that guests expect in the establishment