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INTRODUCTION: HOW TO MANAGE A HOTEL

CHAPTER 1. INTRODUCTION: HOW TO MANAGE A HOTEL. CHAPTER 1. INTRODUCTION: HOW TO MANAGE A HOTEL. THE ROLE OF HOTELS. A destination consists of 5 elements: Attractions Facilities Infrastructure Transportation Hospitality. HOTEL CATEGORIES. 5 types of hotel: Full-service hotels

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INTRODUCTION: HOW TO MANAGE A HOTEL

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  1. CHAPTER 1 INTRODUCTION: HOW TO MANAGE A HOTEL

  2. CHAPTER 1 INTRODUCTION: HOW TO MANAGE A HOTEL

  3. THE ROLE OF HOTELS • A destination consists of 5 elements: • Attractions • Facilities • Infrastructure • Transportation • Hospitality

  4. HOTEL CATEGORIES • 5 types of hotel: • Full-service hotels • Limited-service hotels • Resort hotels • Suite hotels • Convention hotels

  5. FULL-SERVICE HOTELS • provide a WIDE variety of facilities and amenities, • including food and beverage outlets, meeting • rooms and recreational activities. LIMITED-SERVICE HOTELS • provide SOME of the facilities and amenities of a • full-service property but not offering restaurant, • lounge or banquet service.

  6. RESORT HOTELS • usually in a suburban or isolated rural location, • with special recreational facilities SUITE HOTELS • in which all rooms have separate, but not necessarily physically divided, sleeping andliving areas

  7. CONVENTION HOTELS • with facilities and services geared to meet the • needs of large group and association meeting and • trade shows. • Have MORE than 400 rooms and contain • substantial amounts of function and banquet • space flexibly designed for use by large meeting • groups.

  8. HOW TO MANAGE A HOTEL • Hotel manager 7 major responsibilities: • Asset protection • Managing supply and demand • Increasing income • Improving employee performance • Improving productivity • Managing customer service • Managing quality

  9. 1) PROTECTING ASSETS • Physical Protection • Security overall objective • “protect and conserve an inn’s assets, provide • for the reasonable protection of its guests • and staff and prevent losses, not just crimes” • Reasonable care • involves giving what a reasonable person would consider to be adequate care. • Foreseeability • holds the hotel owner responsible if she or he could have foreseen that something might happen and tookNOsteps to protect the guest from such an eventuality. • Proximate cause • Looks at the link between the misfortune caused to the • quests and the actions or lack of actions performed by the • hotel owner

  10. b) Financial Protection • Financial management is becoming more important • to the running of a hotel. • The most important skills needed are: • Internal control • Budgetary control • Analysis of financial statements • Preparation of budgets

  11. 2) MANAGING SUPPLY AND DEMAND • The SUPPLY of hotel rooms in a property is fixed • while the DEMAND for them is variable. • Marketing is the process of planning and • executing the conception, pricing, promotion • and distribution of ideas, goods and services to • create exchanges that satisfy individualand • organizational objectives.

  12. 3) IMPROVING EMPLOYEE PERFORMANCE • Companies treated employees using: • Welfare approach • employees were seen as problems who • needed helped. • Personnel management • focused on the activities that must take • place when large numbers of people have • to work together. • Cost approach • viewed labor as a cost and a threat and where • management saw its job as one of controlling • costs and fighting crises.

  13. 4) INCREASING INCOME • a) Revenue Maximization • Income is INCREASE when revenuegoes up and/or when costs goes down. • b) Cost Minimization • A hotel operation incurs costs during development • and construction, operations and renovation and • modernization.

  14. 5) IMPROVING PRODUCTIVITY • Productivity can be improved through: • better workplace design • improved work processes • better employee scheduling • A coordinated approach in these 3 areas will result in reduced inputs and increased outputs, leading to improved productivity and greater income.

  15. 6) MANAGING CUSTOMER SERVICE • Employees interact with guests when providing service • to them. • All employees in their own way contribute to managing • guest service. • Satisfied customers are produced when the service • provided (as perceived by the guest) is morethan that • expected by the guest.

  16. 7) MANAGING QUALITY • Improve and maintain quality of food, room and • communication. • Quality is the responsibility of all departments and all • employees.

  17. QUESTION What are the manager’s major responsibilities in managing a hotel?

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