HOTEL PAST & PRESENT

Front Office Management

Front office managementPREPARED BY- THUSHANPERERA22

ASSIGNMENT

Group 2

• SANDUPAMA SILVA• MADHAVI RATNAYAKE• THUSHAN PERERA• ISURU SUBARSHANA• CHANDIKA DILSHAN BANDARA• DILSHAN NADEESHA• SHEHAN WIJEWICKRAMA

INTRODUCTION

TOURISM • Tourism comprises all

the activities of travelers who

travelling to and staying in places outside their usual

residence not more than one consecutive year for leisure, business or other

purposes other than remunerated within the place traveler visited.

HOSPITALITY

• Hospitality is cordial, generous reception and entertainment of guests, strangers, visitors either commercially or socially

RELATIONSHIP BETWEEN TOURISM AND HOSPITALITY

Tourism HospitalityAccommodating Lodging

establishmentsDining RestaurantsDrinking Pubs, Coffee housesTraveling Travel agenciesInformation Guide services

RELATIONSHIP BETWEEN TOURISM AND HOSPITALITY

Tou

rism

HospitalityHospita

lityLo

dgin

g Food and Beverage

outlets

Travel

Act

ivit

ies

of

Tra

vele

rs

Service providers for tourismService providers for tourism

LODGING ESTABLISHMENTS

Evolution of transport methods are closely knit with the development of lodging establishments

HOTEL

• Hotel is a multi-unit commercial

establishment that provides

commercial housing for guests usually without a private kitchen

DEFINITIONS OF KEY TERMS• MULTI-UNIT– Hotel usually has 4 basic units, called Front

desk, Housekeeping, Food and Beverage and Kitchen

• WITHOUT A PRIVATE KITCHEN– Hotels usually do not provide in-room kitchen

facilities but there are obvious exceptions.

• COMMERCIAL ESTABLISHMENT– Hotels are generally for profit

establishments.

Essential Departments of a hotel

“Front office”“Housekeeping”“Food & beverage”

“Kitchen”

TYPES OF HOTELS

• There are many classifications for hotels.–By Location–By Target Market–By Length of Stay–By Size–Etc.

MARKET SCALE

• LUXURY• UPSCALE-UPPER• UPSCALE• UPPER-MIDSCALE• MIDSCALE• ECONOMY

40%

BY MARKET SEGMENT

•Limited Service •Motels •Full Service •All Suites •Extended Stay

Structure of a hotel

Ground structure of a hotel

Notable Innovations

• Atrium Concept• Limited Service Hotels• Technology advances• Scientific Managerial

Techniques–Marketing–TQM

Definitions

• The atrium concept, an architectural design in which guest rooms overlook the lobby from the first floor to the roof, was first used in the 1960s by Hyatt Hotels.

• The limited service concept—hotels built with guest room accommodations and limited food service and meeting space—became prominent in the early 1980s, when many of the major chains adopted this way to serve business travelers and travelers on a limited budget.

EARLY HISTORYOF HOTELS

Early History

•The history of hotels is intimately connected to that of civilizations. Or rather, it is a part of that history.

Early HistoryIn Greece

“Thermal Baths”

“Mansions”In Rome Built

For Government officials

Early History

“Resting Places”In Middle Eastern Routes For Caravanserais

“Abbeys”In Middle Ages

Provide Accommodation For Pilgrims

(i.e. Inns)

Early History

“Resting Places”Multiplied

In Middle Ages

But did not provide meals

“Resting Places”Famous

• l' Auberge des Trois Rois in Basle• l' Auberge Cour Saint Georges in Belgium • Angel Inn in England

Ground Structure of an Inn

CAMPARISON

Start of the Hotels

XVCENTURY

ENGLAND INTRODUCED LAWSFOR INNS

Start of the Hotels

1760Industrial Revolution

Rapid growth in Travel paved the way to build more Hotels

Mass tourism startedby Thomas Cook

1841

Start of the hotels

City HotelsStarted in

New York and CopenhagenIn the 16th CenturyThe 1st of its kind Royal Hotel

in LondonStarted in 1800s

Holiday Resorts

Began to flourish in French-Italian Riviera

GuesthousesIn Japan Ryokan

Sprang up

Dak-bungalowsIn India

Provided reliable accommodation

3 major epochs of hotels

1860-1960 1960-1990

1990-Present

Grand hotel concept

Scientific approach

Customized age

Year Highlight Description1829 The Tremont House,

Boston The 1st Deluxe Hotel in a city center, it offered in-house toilets, lock-on the doors and A la Carte

1835 Holt Hotel, New York 1st to provide lift for guest luggage

New York Hotel 1st to provide private bathrooms

1859 Avenue Hotel, New York 1st to provide lift for guests

1870 Palmar House Hotel,Chicago

1st Hotel to have fire-resistant

1890 Le Grand Hotel, Paris 1st Hotel to be equipped with electric lighting

Year Highlight Description1880 Sangamore Hotel, New

YorkThe 1st to provide electricity for all rooms

1890 Lausanne, Switzerland 1st Hotel School

Netherland Hotel, New York

The 1st to provide in room telephone

1919 Ritz Hotel, Barcelona 1st to provide hot and cold water in the bathrooms

1920s Introduced Standard Operating Procedures (SOPs)

Technology AdvancesYear Development

1846 Central Heating

1859 Elevator

1881 Electronic Lights

1907 In-room telephone

1927 In-room radio

1940 Air-conditioning

1950 Electric Elevator

1958 Free television

1964 Computerized Central Reservation System

1970 EFTPOS, Color TVs

1973 Free-In room movies (Sheraton)

1980s PMS, In room guest check-out

1983 In room guest personal computer, Call Accounting

Technology Advances

Year Development

1990s On demand movies, Interactive Video Games, Internet Reservation, interactive weather reports

1995 The first room management system launched

2000s Wireless technology, VIP Check-in, Marketing Guest Profile, Bell Staff baggage handling, Wi-Fi “Hot Spots”

1970-2000

Factors affecting industry boom in 1970s-80s

• The will of the airline companies to extend their efforts in the domain of hotels.

• Sudden prosperity due to black gold in The Middle East.

• Growth of business travel.• Expansion of Hotel Chains.• China open the door for foreign

tourists.

Factors affecting industry boom

• Inventive and more concentrated marketing efforts were encouraged.

• The 1st Property Management System appeared.

• Hotel Industry become more competitive.

• Business people and retired persons became key customers

1990s• 1990s started with recession due to gulf

war and reduction in travel budgets.• 1991 considered as black year for hotel

industry.• In 1990s Sri Lankan hotels also suffering

from consequences of black July in 1983 and after a decade in 1992 Aitken Spence Hotels embarked Heritance Kandalama which has been a landmark in Sri Lankan Hotel industry.

1990s• Recession force hoteliers to become more

creative in finding ways to attract guests.(Special programs, Incentives, etc.)

• Environment and energy conservation played a key role in 1990s.

• More sophisticated reservation systems.• Tendency toward merging and acquisition.• Obsessed with Star rating.

7.5 MILLION

GLOBAL BRANDED HOTEL ROOMS

Guess how many?

Guess what?

THERE ARE 211 STEPS TO CLEAN A GUEST

ROOM AND 55 STEPS TO

CLEAN A BATHROOM PROPRELY

Today• Technology becomes a key player in hotel industry.

(EFTPOS systems, PMS, etc.)• More customer oriented than the past. i.e. Customized• Traditional duties of front of the house and back of the

house are combined.• Social media becomes the key marketing tool for

hotels. (Trip Advisor, Facebook, Twitter, etc.) • Concerns with hygiene and sanitation.• Service quality is considered as the top priority rather

than ambience and size. (TQM)• Growing emphasis on Revenue Management

techniques. (RevPAR, GOPPar)

ComparisonCriteria Past Present

Offerings Primary Room salesBanquetFood and beverage

SecondaryPrimary + Ancillary services such as Valet, Wi-Fi, movie rentals, etc.

Prime orientation

Profit maximization

Guest satisfaction

Ownership Independent owners

Chain or franchisee

Technology Manual Semi or fully auto-mated

Standards Strictly maintained

Flexibly managed

References• Hotels; A brief history - by Jacques levy-Bonvin,

Hospitalitynet.com

• Hotel front office management 2007, fourth edition, by James A. Bardi, the Pennsylvania state university

• Hotel management and operations, 4th Edition, by Denney G. Rutherford & Michael J. O’Fallon, John Wiley & sons, Inc.

• Hotel Housekeeping; Operations and Management, 2nd Edition, By G. Raghubalan & Smritee Raghubalan

Thank you

Check-out11 MAY 2015

God made man; Tailor made Gentleman#cupid

©Thushanperera44