Chapter 1 group blue chips

Chapter

1Management of

Lodging Operation

History of Lodging Industry To lodge means to furnish guests with room or quarters, generally on the temporary

basis.

The excavated ruins or Pompeii in Italy include houses of rest and solace where, as

long ago as 79 A.D.

In Marco Polo’s time, rest areas were strategically placed at a distance of a day’s ride

by caravan.

Polo was able to travel from Vince to the Mongol Empire of Kublai Khan in central

Asia.

History of Lodging Industry Chauccr’s Canterbury Tales, written around 1390 in England described inn-keeping

practices.

Inns a public house that provides lodging for travelers and others. Today the term

implies small hotel.

Hotel derives from the French word ‘Hostel’. The word suggests ‘a more or less

commodious establishment with up-to-date appointments.

Spas offer a wide array of health related services ranging from curative massage and

mud baths to weight-loss programs.

Pompeii -the ancient Roman city

Marco Polo -a great traveler

Don Quixote

Prospects in Lodging Career Statistics of USA

46000 lodging properties

3.5 million (35 lac) guest rooms per day

65.5% (if actually occupied by guests)

For cleaning 22,92,500 rooms

1,52,833 room attendance (1:12)

Types of Lodging Establishments Generic

Inn

Hotel

Spas

Motel

Resort

Types of Lodging Establishments Commonly Found

Bed and Breakfast Inn

Time-share Condominiums

Cruise Ships

Institutional Lodging Establishment

Casinos

Types of Lodging Establishments By Size

Small: up to 75 rooms

Medium: From 75 to 200 rooms

Large: from 200 to 500 rooms

Very Large: more than 500 rooms

Types of Lodging Establishments By types of Service

Economy: Focus on meeting the basic needs of the traveling public-that is clean and

comfortable room that are not expensive.

Mid-market: Properties offer all the amenities like restaurants, coffee shops, bars,

luggage service, meeting rooms, health club and room service.

Luxury: Properties offer world-class service, which includes any type of convenience that

would be expected by any traveler in any country in the world.

Importance of the Housekeeping Department

Range from very sophisticated to a simple matter

-Critical importance to the success of the property

-Large or very large establishment

-small or medium-sized property

-Challenging, rewarding and adequate springboard

-Difference between working for properties and run by management companies

-Not offer substantial opportunities for advancement

-Expansion nationally and internationally

The ROOMS DIVISIONThe ROOMS DIVISION

FIGUREFIGURE: Sample Division Chart of Large Property

General ManagerGeneral Manager

Assistant General Manager

Food and Beverage Director

Controller

Human Resource Director

Sales & Marketing Director

Rooms Division Director

Plant Manager

The ROOMS DIVISIONThe ROOMS DIVISION

General ManagerGeneral Manager

Assistant General Manager

Rooms Division Director

Front Office Manager

Manager of Security

Executive Housekeeper

Front Desk Manager

Reservation Manager

Guest Service

Manager

FIGURE: Sample Department Chart of the Rooms Division

Housekeeping Manager

Laundry Manager

Interaction between Housekeeping & other Departments

1.Communication with the Front Office

Night clerk’s room report: Most commonly used definitions are

i. SO= occupied (stay over)

ii. OOO= out-of-order

iii. V= vacant (on charge)

iv. C/O= guest has checked out today

v. EA= early arrival today

vi. R= ready room

Interaction between Housekeeping & other Departments A. M. guestroom check

i. A guest switches from one room to another and the front office desk neglects to

change its record.

ii. A guest is given the wrong room key by mistake.

iii. The room is used by an unauthorized employee.

iv. The room is sold by the front desk without being recorded, and the money is

pocketed by the clerk.

v. A guest checks in or out between the time the report is made and the check is

conducted.


P. M. room check: most common symbols used are:

i. B= slept out

ii. NB= occupied, no baggage

iii. DNO= do-not-disturb sign on door

iv. LO= lock out


2.Communication with Maintenance

i. Regular maintenance

ii. Work order form

iii. Second request

iv. Preventive maintenance

v. Maintenance checklist


3.Communication with Human Resources

Employee requisition is filled out and sent to human resources to initiate the process.


4.Communication with Food & Beverage

i. Food and beverage is the second major revenue center in the property after the rooms division.

ii. There must be good cooperation regarding the pickup of room service material from guestroom areas.

iii. As communication with food and beverage service personnel is traditionally difficult, efforts must be made to establish good relationships between departments.


5.Communication with Sales and Marketing

i. Selling the products and services offered by the property

ii. Cleanliness is important

iii. Good communication between sales and housekeeping department regarding customer satisfaction

iv. Specific rooms or suites must be available for inspection to meet planners


6.Communication with the Accounting Office

i. Communicating with accounting office is essential while placing orders for equipment and supplies

ii. Regarding wages and salaries

iii. Accounting with monthly inventory information

Key Terms

A. M. guestroom check

Bed-and-breakfast

Casino

Employee requisition

Executive committee

Executive housekeeper

Franchise property

Front office

Hospitality industry

Hotel

Cruise ship

Department head

Economy property

Multi unit chain

Night clerk’s room report

P. M. guestroom check

Preventive maintenance

Regular maintenance

Resort

Revenue generating center

Key Terms

Housekeeping department

Independently owned property

Inn

Institutional lodging

Luxury property

Maintenance checklist

Management company

Mid-market property

Motel

Rooms division director

Second request

Spa

Statler Hotels

Support center

Time-share condominiums

Work order form

Education

Chapter 1 group blue chips