Describe the post roads and inns where George Washington slept on his travels along the East Coast of the United States. Another benchmark for the hotel industry in the nineteenth century was the opening of the Tremont Hotel in Boston.
THE INDUSTRYTODAY
Today there are more than 45,000 hotels, motels, motor lodges and resorts in the United States alone. By the year 2000, it is estimated that the lodging industry in the United States will employ over 205 million people.
CHAPTER ACTIVITIES
CHAPTER PROJECTS
THE HOSPITALITY BUSINESS AND YOU
A HOME AWAY FROM HOME
In addition to the "home away from home" provisions imposed by travelers, the government is introducing certain safety requirements to protect hotel and motel guests. The Americans with Disabilities Act (ADA) requires accessibility, such as ramps and elevators, in most public buildings.
PERSONNEL-THE KEY TO SERVICE
People who work in the hotel/motel business must be outgoing and not afraid to talk to total strangers. One-to-one and return business sales are discussed in the next two sections.
CAREERS IN THE HOSPITALITY INDUSTRY
At a job interview, a pertinent question for prospective employees in the hospitality industry to ask is, "What kind of training will I receive?" It does not show anxiety, but a willingness to learn and please. Rooms need spacious desks, telephones that can be carried to various parts of the.
CLASSIFICATION OF LODGING FACILITIES
In everyday conversation, few of us correctly classify the type of accommodation we will be staying at. The classifications are often unclear, and what one person would call a "hotel," another may call a "motel." Although it is impossible to define categories precisely, several methods of classifying the industry have been developed.
BASIC TERMINOLOGY
Motor inns are the most commonly seen lodging facility in most parts of the country. The price of the timeshare depends on the selected time of year.
L OCATION FACTORS
The owner usually contracts with a management company to handle the rental for the rest of the year. Properties located in such areas may charge higher rates due to the unique location characteristics.
FUNCTION AND PRIMARY MARKET
Commercial properties are generally located in the city center for the convenience of the business traveler. The term 11 extended stay" refers to accommodation facilities designed for guests requiring long-term accommodation.
QUALITY RANKING
TWO additional broad categories can be used to classify properties: full service and limited service. Obviously, most full service properties are going to be more expensive and have a higher quality ranking than limited service operations.
OTHER METHODS OF CLASSIFICATION
The Gritti Palace in Venice, Italy, is considered one of the best hotels in the world. For the purposes of this text, the terms hotel and motel are used interchangeably to cover all classifications of accommodation facilities.
FRONT-OFFICE OPERATIONS
RESERVATIONS
THE FRONT OFFICE
The reservation office is not often noticed, but it is in the immediate vicinity of the reception. People who fill many of the positions shown in the organization chart are stationed behind the reception desk.
SELLING ROOMS
This means that group members can be pampered at any location in the hotel. Some hotels, especially in the resort category, offer meals included in the room rate.
PROCESSING RESERVATIONS
After receiving the reservation request, the reservation officer checks the availability of the rooms on the requested dates. Counting down and crossing out the numbers when bookings are received shows the number of rooms still available.
For non-guaranteed reservations, the clerk pulls the reservation card or retrieves the guest's name from the computer reservation database. If payment for the room is not received in advance, the employee notes the stated room price, the amount owed and the duration of the reservation on the reservation card.
ROOM REGISTRATION HOLD SHEET
Some computers display the following terms: DNS (did not arrive), DNA (did not arrive), or RNA (registered but not assigned). Computer technology allows travelers to fill out reservation cards from their home or office in many cases.
WILLIAMS. PAGE
000 ROH
Choose two days next week and call a hotel and inquire about a reservation for that time.
LUGGAGE, REGISTERING , ROOMING THE GUESTS, INFORMATION, MAIL,
TELEPHONE
In this chapter we will discuss registration, baggage handling, room keys and guest accommodation.
LUGGAGE HANDLING
At the hotel, luggage is placed in a central location near the bell captain's counter while the guest checks in. The hotel is responsible for the luggage during this time and usually issues a luggage check or receipt to the guest.
REGISTERING GUESTS
When the front desk rings a bell and gives him or her the room key, the luggage is carried or pushed on a trolley into the room. The hotel/motel usually has a locked room adjacent to the lobby that is available for guests to store their luggage.
The staff working at this desk will take the room reservation cards and bring them to the front desk and take care of the registration of the meeting. In any case, the details of the problem should be reported to the front office manager to ensure that the situation does not happen again.
ROOMING THE GUESTS
For the safety of the guests, great care must be taken that the key is not handed over incorrectly. Good judgment, discretion and observation must be exercised by the key attendant or room attendant when releasing room keys.
PROVIDING INFORMATION
Each day the front desk employees must review the hotel services, activities and events for that day. Reference books on the local area should also be available to reception staff.
HANDLING GUESTS' MAIL
Lounge Activities
Restaurants
Recreation
The bellhop usually delivers special mail or packages directly to the room and signs the receipt with the guest. The hotel forwards the mail to the guest's address for a limited time after the guest has departed.
ADMINISTERING TELEPHONE SERVICE
When receiving a wake-up request, the operator should always repeat the clock to the guest to be absolutely sure that the correct time has been entered. This was written on a voucher and given to the front desk clerk or given directly to the accounting department.
TRENDS
I understand that the hotel accepts no responsibility for damage caused by theft in parking areas or for valuables not secured at reception. Make a list of all the possible hotel amenities and benefits that a bellhop can discuss while accommodating the guest.
ACCOUNTING AND CHECKING OUT
In all cases, the hotel pays a provision to the credit companies on the costs incurred. The night reviewer or reviewers start work after most of the hotel departments are closed for the day.
CHECKING OUTTHE GUEST
Selling a good impression of the hotel is still a goal, even as the guest is leaving. The operator should then ask if the guest needs a bell delivered to the room.
HOUSEKEEPING,
ENGINEERING, AND
SECURITY
HOUSEKEEPING
An automated system allows the executive housekeeper to monitor the status of each room on an hour-by-hour basis. While the rooms are being cleaned, the housekeeper executing passes this information to the front desk through the housekeeping department computer.
ENGINEERING
This also includes the loss of property of the hotel itself and of its guests and employees. More and more tasks and responsibilities of the housekeeping, engineering and security department of a building will be taken over by contractual personnel.
FOOD AND BEVERAGE DEPARTMENT
FOOD AND BEVERAGE DEPARTMENT ADMINISTRATION
The purchasing manager may suggest a daily special to the food and beverage manager when seasonal foods are available at a low price. The food and beverage department controller checks invoices against invoices and may work with the general accounting office to pay invoices.
FOOD PREPARATION
The kitchen steward is in charge of everything else in the kitchen of a large restaurant. The kitchen steward has nothing to do with preparing food, but is responsible for dishes and cleaning, among other things.
SERVICE
The unused bottles are returned to stock, but opened bottles are "lost" even if they are paid in the total price of the event. Although in the past quality restaurant service in hotels was overlooked by many travelers, many properties today add excellent dining experiences for guests.
Our chef thinks each season should have a taste all its own
Name all food and beverage employees who need to work together to get the meal in front of the guests. Talk to the head chef and tell the class about his background and training.
SALES AND MEETING PLANNING
The job of those in the sales office is to bring increased business, therefore profit, to the hotel. They strive to rent more rooms at the highest possible rates, serve more dinners and rent more meeting rooms.
MARKETING
Since the sales department of a property is responsible for selling the rooms, it is obviously an important department. The sales staff in a small property will most likely be a sales manager and a secretary.
GROUP SALES
TYPES OF GROUPS
There are thousands of personal and professional associations in the United States and around the world. The Democratic and Republican National Conventions are two of the largest gatherings in the United States.
CING GROUPS : CATERING / BANQUET DEPARTMENT
The catering department explains to the customer the size of the room and the possible configuration arrangements (or seating styles) available. Equipment needs, such as film projectors, VCRs and microphones, are discussed and modified by the catering department.
INDIVIDUAL SALES
Knowing a second language is useful, not only in the sales and catering departments, but by all personnel in congress hotels. John George, executive secretary of the State Peeling Contractors Association, approaches you, the sales manager, to hold an annual dinner at your hotel on May 15.
ACCOMMODATIONS
A direct phone call to the accommodation, a call to the 1-800/888 number of the chain reservation system, or the reservation can be made by a travel agency, airline or tour operator.
ACCOMMODATION INFORMATION SOURCES
The ranking system may be created by the publisher, or sometimes the ranking used is that endorsed by a country. The many Frommer guides published still emphasize budget lodging and restaurants.
HOTEL REFERENCE BOOKS
Map of Las Vegas, Nevada, with hotel key from the North American Edition of the OAG Travel Planner. Map of Las Vegas McCarran International Airport by OAG Travel Planner, North American Edition.
THE INTERNET
Using the Internet to make and guarantee hotel reservations is one of the biggest changes in the lodging industry. Describe the internet screens you see and actions you take to make a reservation at the.
GLOSSARY
Demographics of the guest and characteristics such as room type and use of business facilities are recorded for. Property Management Systems (PMS) Computer programs that perform many of the accounting tasks of the boring night accountant.
