AHLA is a 93-year-old federation of state lodging associations throughout the United States with some 11000 property members nationwide representing more than 1.5 million guest rooms. AHLA provides its members with assistance in operations education and communications and lobbies on Capitol Hill to provide a business climate in which the industry can continue to prosper. Individual state associations provide representation at the state level and offer many additional cost-saving benefits.
3 The Top 5 2005
InterContinental Hotels Group www.intercontinental .com
BRANDS Candlewood Centra Crowne Plaza Forum Hotel Holiday Inn Holiday Inn Express Holiday Inn Garden Court Holiday Inn Select Hotel Indigo Inter Continental Parkroyal Posthouse Staybridge Suites Sunspree Resorts Toby Hotels.
Cendant Corp www.cendant.com
BRANDS Amerihost Inn Days Hotel Days Inn Days Serviced Apartments Howard Johnson Howard Johnson Express Knights Inn Ramada Ramada International Plaza Ramada International Hotels Resorts Ramada Limited Ramada Limited Ramada Plaza Super 8 Thriftlodge Travelodge
Marriott International www.marriott.com
BRANDS Courtyard Fairfield Inn Marriott Conference Centers Marriott Executive Apartments Marriott Hotels and Resorts Renaissance Hotels Resorts Residence Inn SpringHill Suites The Ritz-Carlton TownPlace Suites
Choice Hotels International www.choicehotels.com
BRANDS Clarion Comfort Inn Comfort Suites Econo Lodge MainStay Suites Quality Quality Suites Rodeway Inn Sleep Inn
Hilton Hotels
BRANDS Conrad Doubletree Doubletree Club Embassy Suites Embassy Vacation Resort Hampton Inn Hampton Inn Suites Hilton Hilton Gaming Hilton Garden Inn Homewood Suites Scandic Hotel
4 General Manager
General Manager
Chief Operating Officer (COO)
Relating to guests and employees
Overseeing and coordinating operations
Increasing profitability
Hoteliers always remember they are hosts 5 General Manager Other Managers within the Hotel
To be successful GMs/Managers should have strong abilities in the areas of
Leadership
Attention to detail
Follow-through getting the job done
People skills
Patience
Ability to delegate effectively
6 Biography Hilton 7 Interesting Fact
In 2005 the lodging industry grossed 22.6 billion in pretax profits. Total industry revenue increased in 2005 to 122.7 billion from 113.7 billion in 2004.
Source Smith Travel Research 8 Front vs. Back
Front of House (FOH)
Those employees that have direct contact with the guest
Back of House (BOH)
Those employees that operate behind the scenes to ensure the guest stay is satisfactory
The number of departments depends on the size of the hotel and the level of service
9 The Executive Committee
Executive Committee comprised of key managers of the hotel
General Manager
Director of Human Resources
Director of Food and Beverage
Director of Rooms Division
Director of Marketing and Sales
Director of Engineering
Director of Accounting
Executive Committee Meetings
10 Rooms Division
Rooms Division
Front Office
Reservations
Housekeeping
Concierge
Guest services
Security
Communications
Organizational Chart See next!
11 Figure 5-2Room Division Organizational Chart 12 Front Office Manager(FOM)
FOM
Enhance guest services
Sample of duties performed by FOM daily
Review previous nights occupancy/ADR
Review arrivals/departures/VIP rooms
Staffing adjustments/scheduling
Look over Market Mix
Meet with lead Guest Service Associate (GSA)
13 Scenario
A person arrives at a hotel he /she has booked for a weekend break however there is no record of the booking. There is a room available but it is smoking (not non-smoking as he/she requested). The individual is exhausted and frustrated. You are working the front desk what would you do
14 Basic Functions of theFront Office
Front Office is the
Heart of the Hotel
The Hub or Nerve Center of the Hotel
The main function of the Front Office
Sell rooms goal 100 occupancy
Maintain balanced guest accounts/folios
Offer services such as faxes mail messages etc.
15 Room Status Codes
Codes
VR - Vacant and Ready
VC - Vacant and Clean
VD - Vacant and Dirty
OR - Occupied and Ready
OC - Occupied and Clean
16 Figure 5-3The Guest Cycle 17 Duties of aGuest Service Agent
Guest Service Agent
700 am - 300 pm shift
Check-outs
Guest inquiries
Room changes
Work with housekeeping
300 pm - 1100 pm shift
Check-ins
Reservations
18 Night Auditor
Night Auditor
Closes the books on a daily basis
Posts charges
Balances guest accounts
Completes daily report
19 The travel and tourism industry pays 171.4 billion in travel-related wages and employs 1.4 million hotel property workers. Travel Industry Association of America Bureau of Labor Statistics 20 Different Room Rates
Room Rates
Rack rate
Corporate
Government
Entertainment cards
AAA
Group rates
AARP
21 Key Operating Ratiosfor Daily Report 22 Hotel Occupancy Statistics
Occupancy Statistics
Room Occupancy Percent (ROP)
Percentage of occupancy
Rooms Occupied
Total Rooms Available
23 Hotel Revenue Statistics
Revenue Statistics
Average Daily Room Rate (ADR) pg. 178
Total Rooms Revenue
Total Number of Rooms Sold
24 Hotel Revenue Statistics
Revenue Statistics
RevPAR
Total Rooms Revenue
Total Number of Rooms Available for Sale
25 Property Management Systems (PMS)
PMS
Have enhanced a hotels ability to accept store and retrieve guest information guest history requests and billing arrangements
Computer-based applications
Reservations management
Rooms management
Guest account management
General management
THISCO (Hotel Industry Switch Company)
Created a pathway between lodging industry CRS airlines CRS which allowed travel agents to access rooms inventories
26 Yield Management
Yield Management
Increases room revenue by using demand-forecasting technique
Based on the economics of supply and demand
Pricing is based on
Trends of demand
Type of room to be occupied
PABS (Profit Analysis by Segment)
Marketing analysis and cost analysis
27 Remember for the Hotel Industry HEADS ON BEDS! 28 Reservations
Reservations
First area of guest contact
A sales position
Telephone skills
Central Reservations System (CRS)
29 Reservation Definitions
Definitions
Confirmed reservation
Guaranteed reservation
Advance deposit/advance payment
No show
6 pm reservation
30 Typical Reservation 31 Communications or PBX
PBX
In-house communications guest communications voice mail messages and emergency centers
Public Branch Exchange
Includes many types of communication
Faxes
Messages
Pagers and radios
Emergency center
32 Guest ServicesUniformed Service
Uniformed Service
Bell Captain or Guest Services Manager
Door attendants
Hotels unofficial greeters
Luggage
Bell persons
Escort guests to their rooms
33 Most Expensive Hotels in the U.S. 34 Concierge
Concierge
Part of guest/uniformed services
Elevate properties marketable value
Typically in a luxury hotel
Canine Companion Shopping Spree New Mother 35 Concierge
Concierge (cont.)
Unique requests
Knowledge of city
Several languages preferred
36 Housekeeping
Housekeeping
Largest department in terms of people 50 of hotel employees may work in this area
Executive Housekeeper
Cleanliness is the key to success
37
The number one complaint of hotel guests poor quality toilet paper. The reason for this could be that 48 percent of Americans confessed to inspecting the bathroom as their first order of business in a hotel room. Difficulty in controlling the temperature of the room was the second most often heard complaint.
Source Hospitalitynet.org 38 Figure 5-9Housekeeping Personnel 39 Duties of the Executive Housekeeper
Executive Housekeeper Duties
Leadership of people equipment and supplies
Cleanliness and servicing the guest rooms and public areas
Operating the department according to financial guidelines
Keeping records
40 Breaking the House Down
Breaking Down
Assignment of sections for cleaning
SC - Checks out that day
SS Stay-over
XX - Out of order
Based on standard of rooms cleaned per day by each housekeeper
Housekeeping associates clean between 15-20 rooms per day
Labor cost is examined as a controllable expense per room
41 Other Duties of Housekeeping
Duties
Turndown service
Hotel laundry
Laundry and dry cleaning for guests
General hotel cleaning
Linen room
42 Security and Loss Prevention
Providing guest safety and loss prevention
Security officers
Equipment
Keys
Safety procedures
Identification procedures
ADA compliance
43 Typical Lodging Customer
48 - Business Travel
52 - Leisure
The typical business room night is generated by a male (68) age 35-54 (52) employed in a professional or managerial position (48) earning an average yearly household income of 82K.
Source DK Shifflet Associates Ltd.
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