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Front Office PPT 1 Chapter 1

The document discusses different types of hotels and their key characteristics. Hotels have 50 to 2000 rooms and provide various services like food, housekeeping, and laundry. Inns typically have 5 to 50 rooms and offer more personalized service. Motels cater to automobile travelers and have limited amenities. The document also discusses front office management challenges around market segmentation and targeting specific customer groups.

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gurpreet singh
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436 views25 pages

Front Office PPT 1 Chapter 1

The document discusses different types of hotels and their key characteristics. Hotels have 50 to 2000 rooms and provide various services like food, housekeeping, and laundry. Inns typically have 5 to 50 rooms and offer more personalized service. Motels cater to automobile travelers and have limited amenities. The document also discusses front office management challenges around market segmentation and targeting specific customer groups.

Uploaded by

gurpreet singh
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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FRONT OFFICE MANAGEMENT

HOSP1050
 Hotels and Inns are establishments whose primary business is providing
lodging facilities for the general public, and that furnish one or more of the
following services:

 food and beverage service, room attendant (housekeeping) service, concierge,


bell and door attendant service (sometimes called uniformed service), laundry
or dry cleaning, and use of furniture and fixtures.

 Hotels have 50 to 2,000 rooms, very large hotels may have more than 5,000
guestrooms.

 Inns usually average 5 to 50 rooms and provide a higher level of personalized


service.

 Motels are lodging facility that caters primarily to guests traveling by automobile
and usually found in suburban or roadside settings with limited services and
amenities
 Under 150 rooms

 150 – 299 rooms

 300 – 600 rooms

 More than 600 rooms


 Two of the most important marketing challenges a hospitality
property encounters are:

 “ Who stays at our property?’’


 “Who else can we attract?’’

 Through market research, tools, and strategies, lodging properties


seek to identify target markets.

 Target markets are distinctly defined groups of travelers that the


hotel seeks to retain and attract as guest.
 All companies and individual properties have their own market
segmentations

>Purpose of travel

 What is the purpose of gathering this information?


 What different hotel types are there?

 Commercial hotels

 Airport hotels

 Suite hotels www.embassysuites.com

 Extended stay hotels


 Residential hotels

 Resort hotels www.deerhurstresort.com

 Lifestyle hotels

 Bed and breakfast Inns

 Vacation ownership and condominium hotels www.rci.com


 Casino hotels www.casinorama.com

 Conference Centers

 Convention hotels

 Alternate lodging properties – what is this?


Every hotel has a different level of providing services to the
customer.
 The intangibility of service- Hotels are not simply in the
business of selling tangible products such as comfortable
beds and wholesome food. In fact it is the intangible
services a hotel provides that contribute most to the
guest’s hospitality experience.

 Hospitality means more than just a good meal: it means


surrounding the meal with a particular ambience,
including the dining room décor and the attitude of its
staff.
Quality Assurance – key is consistency

It is very hard to keep a consistent service product


Why is this?
 What are hotel Diamond Ratings?

Diamonds 1 to 5

 Exterior and grounds


 Public areas
 Guest room décor and ambiance
 Guest room amenities
 Bathrooms (guest rooms)
 What type of services to we expect from a high quality
hotel

– Four seasons room at $1000 per night?


 Reservations

 Arrival

 Check-in

 Bell Services

 Housekeeping services
 Turn down service

 Wake-up calls

 Check-out

 Room Service

 Miscellaneous services

 Staff
 World-class service

◦ Luxury service

◦ Targeted to top executives, entertainment celebrities,


political figures and wealthy clientele

◦ Large elaborately decorated rooms

◦ Personalized guest service

◦ Executive floors
 Mid-Range Service

◦ Appeal to largest segment of traveling public

◦ Does not try to provide elaborate service

◦ May offer uniformed service

◦ Restaurants and lounges

◦ Delta, Marriot, Novotel, Sheraton, Westin


 Economy/Limited Service

◦ Growing segment of industry

◦ Clean, comfortable, inexpensive rooms and meet basic


needs

◦ Targeted to budget minded travelers

◦ Minimal amenities

◦ Does not provide full food and beverage service


 Independent hotels

 Chain hotels
◦ Management contract www.deltahotels.com
◦ Franchise & Referral groups
◦ http://www.newcastlehotels.com/
◦ www.bestwestern.com
 Business

 Pleasure

 Group

 International
 Being green can range from encouraging guests to reuse
towels, to recycling waste, to using wind electricity, to
cooking with organic foods.

 LEED certification – Leadership in Energy and


Environmental Design

 Energy Management: Energy Star Program


 Water Management

 Biodiversity Management

 Waste Management

 Green Meetings
http://www.itsagreengreenworld.com/public/countryCA.html;jsessionid=37C63B76BC598B7465882D63AEC85275
Thank You

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