Overview of Hospitality Industry

1. OVERVIEW OF HOSPITALITY INDUSTRY
   

Hospitality Industry

Hospitality is the cordial and generous reception and entertainment of guests or strangers, either socially or commercially. The Hospitality Industry is comprised of those businesses, which practice the act of being hospitable; those businesses which are characterized by generosity and friendliness to guests.

A. Characteristics of Hospitality Industry

1. Inseparability
2. Perishability
3. Labor-intensive
4. Repetitive
5. Intangibility

B. Components of Hospitality Industry

1. Lodging Operations
   -such as hotels, resorts, motels etc.
2. Transportation/ Travel Services
   -such as taxi, train, and cruise ships, etc.
3. Food and Beverage Operations
   -such as restaurants, bars, etc.
4. Retail Stores
   -such as souvenir shops, etc.
5. Activities
   -such as recreations, festivals, etc.
   

C. Brief History on the Development of Lodging Industry

•Can be traced back to the civilizations of Sumeria, Ancient Egypt, Ancient Greece, Rome and Biblical Times.

•Two possible explanations why people in ancient times felt required to be hospitable: they felt that hospitality to strangers were necessary to their religious well-being and having superstitious belief.

•The more logical in our modern thinking explains that providing hospitality was a result of a “give and take” philosophy.

•The need for a place to stay away from home is as old as the first nomadic traveler. Trading between two cultures created the need for groups of people to travel often-great distances.

•Along these trade routes, certain stopping points became favored out of necessity. These stopping points became known as junction points that grew into trading centers and eventually evolved into cities.

•Journey segment is the maximum reasonable distance traveled in one day along trade and caravan routes. At these journey segments, lodging facilities became a need. They were called relay houses in China, khans in Persia, and tabernas in Rome.

•Innovations began to emerge as the history of lodging unfolds. At some point, innkeepers began to incorporate food and beverage service in their operations.

•Another development was the Roman network of roads that crisscrossed Europe and parts of Asia and Africa. These roads provided fast and safe routes for travelers.

•The concept of hospitality was changed in 1282 in Florence, Italy. The innkeepers created a guild or associations that formed hospitality into business.

•The industrial revolution of the mid-1700s created new modes of transportation that further changed the way people traveled.

•The emergence of railroads and later the automobile played large roles in lodging’s history because both dramatically increased the lengths of journey segments for a traveler.

•As the evolution of lodging continued, new facilities began to emerge as an option for travelers.

• The wealthy and landed aristocracy of the world began to view the many spare rooms in their castles and estates as sources of revenue. The best example of this can be traced back to the English and colonial inns of the 1700s.

•The significant difference between the two was that colonial inns offered rooms to anyone who could afford to pay, whereas English inns were most often reserved for the aristocracy.

•Another difference between the two was that English inns rented out individual sleeping rooms, whereas colonial inns regularly offered large rooms with several beds inside. This meant that English inns could offer private guest rooms, whereas colonial inns were better suited for communal accommodations.

•The word hotel is the Anglicized version of the French hotel garni, which translates into “large, furnished mansion”.

•The first lodging facility that can be directly considered a precursor of the modern hotel was the 73 rooms City Hotel built in New York in 1794.

•It is a significant milestone in the evolution of lodging because its sole purpose was to house guests. All the previous inns were homes first and lodging facilities second.

•In 1829, Tremont House was built in Boston. This property was another milestone in the early revolution of hotels.

•It was considered as the first five-star hotel. Highly trained staff, French Cuisine, and luxurious appointed rooms combined to give guests the finest hotel experience available ever to that point in time.

•Amenities offered by the Tremont House include in-room water pitchers and free soap that was considered revolutionary.

D. Classification of Hotels

1. According to Size:

1. Small Scale (under 150 rooms)
2. Medium Scale (150 to 299 rooms)
3. Large Scale (300 and above)

2. According to Target Market:

1. Commercial Hotels
2. Airport Hotels
3. Suite Hotels
4. Residential Hotels
5. Resort Hotels
6. Bed and Breakfast Hotels
7. Time-Share and Condominium
8. Casino Hotels
9. Conference Centers
10. Convention Hotels
11. Alternative Lodging Properties

3. According to Levels of Service / Price

1. World-Class Service
2. Medium-Range Service
3. Economy / Limited Service

4. According to Type of Ownership and Affiliation

1. Owner-operated
2. Owner-managed
3. Independent
4. Franchised
5. Management-contract

5. Reasons for Traveling

1. Business Travel
2. Pleasure Travel
3. Group Travel
4. Buying Influences

6. According to Quality Ranking

1. Deluxe
2. First Class
3. Standard
4. Economy

7. According to Location

1. Center City
2. Suburban
3. Resort
4. Airport
5. Highway

E. Hotel Organization

Mission Statement

Defines the unique purpose that sets one hotel or Hotel Company apart from others. It expresses the underlying philosophy that gives meaning and direction to hotel policies. A hotel’s mission statement should address the interests of three diverse groups: guests, management, and employees.

Objectives

Are those ends an organization must achieve to effectively carry out its mission. An objective is more specific than a mission; it calls for levels of achievement, which can be observed and measured.

Goals
Define the purpose of a department or division; they direct the actions of managers and employees and the functions of the department or division towards fulfilling the hotel’s mission.
Strategies
Are the methods a department or division plans to use to achieve its goals.

Organizational Chart

A schematic representation of the relationships between positions within the organization. It shows where each position fits in the overall organization as well as where divisions of responsibility and lines of authority lie. Solid lines on the chart indicate direct-line accountability. Dotted lines indicate relationships that involve a high degree of cooperation and communication, but not direct reporting relationship.

F. Classification of Functional Areas:

1. Revenue vs. Support Centers

a. Revenue Centers - those that sells goods or services to guests, thereby generating revenue for the hotel(front office, food and beverage outlets, room service and retail stores).

b. Support Centers - these do not generate direct revenue, but provide important backing for the hotel’s revenue centers (housekeeping, accounting, engineering and maintenance, and human resources division).

2. Front-of-the-house vs. Back-of-the-house

a. Front-of-the-house -areas that involves guest and employee interaction (front office, restaurants, and lounges).

b. Back-of-the-house - areas where interaction between guests and employees is less common (housekeeping, engineering and maintenance, accounting, and human resources).

G. Hotel Divisions:

•Food and Beverage Division

•Sales and Marketing Division

•Accounting Division

•Engineering and Maintenance

•Security Division

•Human Resource Division

•Rooms Division

•Front Office

•Housekeeping

•Other Divisions:

•Retail Outlets

•Recreation

•Casino

1. HOUSEKEEPING ORGANIZATION

Housekeeping – refers to the upkeep and maintenance of cleanliness and order in a house or a lodging establishment. Efficient managed housekeeping department ensure the cleanliness, maintenance, and aesthetic appeal of lodging properties. The housekeeping department not only prepares, on a timely basis, clean guestrooms for arriving guests, it also cleans and maintains everything in the hotel so that the property is as fresh and attractive as the day it opened for business.

Housekeeper – one who is responsible for administering housekeeping maintenance,

insuring that everything is on order and that all occupants are made

comfortable, safe and protected from disease-causing bacteria.

1. Types of Housekeeping:

1. Domestic Housekeeping – refers to housekeeping maintenance in a house. Areas covered by domestic housekeeping: bedroom, living room, entertainment room, kitchen, comfort room and others that consist of a convenient house.

1. Institutional Housekeeping – applies to housekeeping maintenance in commercial

lodging establishments like hotels, resorts, inns, and apartels.

Institutional Housekeeping usually covers the following areas:

1. Guest rooms
2. Hallways and corridors
3. Lobby
4. Public rooms and restaurants
5. Offices
6. Stairways
7. Windows
8. Stores and concessionaire shops
9. Grounds
10. Linen and Laundry area

1. Scope of Housekeeping Maintenance:

1. Guestroom maintenance.
2. Maintenance of public areas.
3. Maintenance of linen and laundry service.
4. Washing, issuance, repair and inventory of employee’s uniform.
5. Installation, cleaning and maintenance of fixtures and facilities.
6. Provision of special services like baby-sitting, polishing shoes, etc.
7. Objectives of Housekeeping Department:

1. To provide a clean, safe and comfortable environment, which gives a feeling of security and reassurance to guests.
2. To conform to sanitation requirements of health laws.
3. To protect and maintain the original beauty of the building finishes, fabrics and furnishings.
4. To extend friendly and courteous service to all guests and to all staff members of the hotel.
5. To operate with a conscious and cooperative effort towards the company.
6. To train staff members of the hotel in housekeeping services.

1. Major Responsibilities of Housekeeping Department:

1. Maintaining of guestrooms on a high standard of cleanliness.
2. Reporting any repairs needed and seeing that these repairs are made as promptly as possible.
3. Being alert to safety hazards and eliminating the condition, which could cause injury to the guest.
4. Practicing sanitation methods, which fulfill health law requirements and furnishing protection for the guests.
5. Disposing of trash neatly and safely.
6. Keeping all public areas clean and inviting.
7. Coordinating pest control services.
8. Furnishing adequate supplies of linens, uniforms, cleaning aids and printed materials.
9. Making sure that services and employees areas are kept clean and orderly.
10. Keeping all corridors clean, safe, and free from obstruction.
11. Cleaning light fixtures and using right wattages.
12. Properly using and maintaining all equipment needed.
13. Practicing cleaning methods that help retain the original beauty of the hotel.
14. Providing records that are necessary for efficient operation.
15. Promoting business for the hotel through courteous service to the guest.
16. Controlling expenses to assist the hotel in operating profitably.
17. Keeping all office areas neat, clean and inviting.
18. Securing and keeping accurate records on lost and found items.

1. Main Functions of the Housekeeping Department:

1. Cleaning and maintenance.
2. Training of its personnel.
3. Requisition and control of necessary supplies and equipment.
4. Paperwork.

Favorable Worker’s Behavior:

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Enthusiastic

Caring

Flexible

Sensitive

Encouraging

Positive

Open

Non-Judgmental

Communicator

Team Player

Innovative

Dependable

Fair

Organized

Patient

Facilitator

Respectful

Adaptable

Ethical

Takes Charge

Pro-Active

Assertive

Self-Motivated

Service-Oriented

Meticulous

Not Superstitious

Does not Discuss Controversial and Issues

Willing to Accept Challenges

Credible

Does Not Take Personally

Tactful

Creative

Ability to Make Quick Decisions

Ability to Influence

Diplomatic

Ability to Work Under Pressure

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1. HOUSEKEEPING ORGANIZATIONAL CHART

• For Large Establishments:

St

• For Smaller Establishments:

Distribution of Housekeeping Responsibilities:

Housekeeping tasks are distributed to housekeeping personnel who are designated to perform the following functions and responsibilities:

I.Executive Housekeeper or Housekeeping Manager

Basic Function: Responsible for maintaining a smooth and efficient flow of operations in the Housekeeping Department, sees to it that housekeeping maintenance is carried out in accordance with prescribed standards and policies.

1. Planning and Problem-Solving Functions:

1. Determines the operational requirements of his/her department and coordinates with the Purchasing Department for the procurement for the said items;
2. Formulates goals and targets as well as plans and strategies geared towards goal attainment;
3. Prepares and submits operations budgets and monitors consumption against budget;
4. Analyze variances against targets and deviations from standards and take corrective action;
5. Take corrective action for any problem affecting the operation in his department attends to customer complaints coordinates with department concerned for remedial action;
6. Calls for and presides over operations meetings with supervisors to discuss and resolve operational problems.

B.Organizational Functions

1. Organizes the flow of housekeeping operations:

• Identifies tasks to be done and distributes them to his staff
• Review/upgrades job description and job procedures
• Reviews/upgrades operational policies as needed
• Delegates side duties to subordinates.

C.Leading and Directing Functions

1. Conducts job orientation and training of housekeeping personnel;
2. Regularly conducts spot checks and routine inspection to ensure that housekeeping standards are complied with;
3. Prepares and submits reports required by management such as critical incidents reports, budget variance report, inventory report and other documents;
4. Boost employee morale and motivation through the effective use of motivational techniques;
5. Provides supervision and coaching to section heads;
6. Coordinates periodic inventory of housekeeping items and supplies, keeps track of losses and breakdown of equipment;
7. Maintains par stock requirements, initiates requisition as needed;
8. Coordinates closely with Front Office on room status and room bookings as well as changes in room assignments and reservations;
9. Coordinates with the Facilities and Maintenance Section on matters requiring repair or trouble shooting of equipment and room facilities.

D.Controlling Function

1. Controls and monitors expenses against the budget; takes appropriate action against excessive consumption;
2. Sees to it that house rules and housekeeping policies are carried out by the respective units under him;
3. Evaluates subordinates performance and conducts appraisal interview’
4. Enforces disciplinary action against erring employees; conducts corrective interview as needed;
5. Looks after the wear and tear of equipment; looks after their proper use, storage and maintenance.

E.Guest Relations

1. Checks customer satisfaction, solicits feedback and attends to customer needs;
2. Handles guest complaints and takes corrective action;
3. Performs other related functions as maybe assigned by superior.

II.Rooms Maintenance Supervisor

Basic Function: Directs and controls rooms keeping activities including room make up, installation of mini-bar and other room amenities, ensures conformity to prescribed Roomskeeping standards and policies.

Duties and Responsibilities:

1. Conducts routine inspection to check the quality of room make up; makes sure that the rooms are installed with standard room amenities and that the area is free of safety hazards. Also checks if there is anything that needs repair or corrective action;
2. Checks rooms status during room check, prepares and distributes room status report to Front Desk and to room attendants;
3. Looks after the proper use, storage and maintenance of linen and cleaning equipments as well as housekeeping tools and supplies;
4. Regularly checks the condition and maintenance of housekeeping equipment. Have them cleaned regularly. Initiates service request for defective items;
5. Checks and maintains par stock. Makes requisition whenever needed;
6. Initiates and supervises the weekly inventory of room supplies and other Housekeeping items entrusted to his unit. Reports losses and damages and takes corrective action against reckless use of equipment;
7. Sees to it that his superior is informed of all unusual incidents and accidents in his area of responsibility;
8. Trains, coaches and supervises room boys and chambermaids;
9. Attends to the performance evaluation of his subordinates; conducts appraisal interview;
10. Personally attends to VIP guests and their requirements;
11. Attends to guest complaints. Inquiries and requests;
12. Coordinates with Front Office regarding changes in room status and bookings; with Maintenance Unit regarding requests for repairs or maintenance;
13. Performs other related duties as maybe assigned by superior.

1. Head Houseman or Public Area Supervisor

Basic Function: Directs and controls all activities concerning public area maintenance and ensures conformity to prescribed housekeeping standards and policies.

Duties and Responsibilities:

1. Maintain quality housekeeping in all public areas paying special attention to cleanliness, orderliness and safety in all covered areas;
2. Conducts regular inspection of the different public areas; checks the quality of cleaning and maintenance and ensures that the area is free of safety hazards. Also checks if there is anything that needs repair or corrective action;
3. Checks order in all areas and makes sure that fixtures and furnitures are installed in the right location;
4. Monitors and supervises the proper use, storage, and maintenance of cleaning equipment as well as housekeeping tools and supplies;
5. Checks equipment regularly for their condition. Have then cleaned regularly and repaired when out of order;
6. Checks and maintains par stock requirements. Makes requisition to replenish supplies.
7. Initiates and supervises weekly inventory of cleaning supplies and other housekeeping items allocated to his unit. Reports losses and damages and takes corrective action against reckless use of equipment;
8. Reports to management all unusual incidents and accidents in the public areas, safety hazards and items needing repair or replacement;
9. Trains, coaches, and supervises his staff;
10. Evaluates the performance of his subordinates and conducts appraisal interview;
11. Performs other related duties as maybe assigned by superior.

1. Roomboy, Chambermaid, or Room Attendant

Basic Function: Attends to the maintenance and upkeep of all guestrooms and service areas assigned to him/ her.

Duties and Responsibilities:

1. Looks after the maintenance of cleanliness, orderliness and sanitation in his assigned guestrooms:

• Clean walls, carpets, fixtures following standard cleaning procedures;
• Sanitizes toilets and bathrooms using sanitizing chemicals;
• Changes/ empties waste baskets or garbage cans;
• Collects all used/ soiled linen and replenishes them with fresh ones;
• Looks after the orderly make-up of the room, bed and the bathroom;
• Checks the condition of all guestroom facilities and fixtures and reports any defect to supervisor for corrective action;
• Installs and replenishes standard room amenities in their appropriate location;

1. Performs turn-down service if scheduled for the second shift;
2. Looks after the proper use, maintenance and storage of cleaning equipment. Reports damages to supervisor for corrective action;
3. Attends to the needs and additional requests of house guests;
4. Reports all unusual incidents and complaints of house guests, unauthorized entry of suspicious persons in guestrooms as well as guests who are sick or in critical condition;
5. Reports and surrenders all lost and found items to supervisor;
6. Assists in the inventory of guestroom supplies and linens;
7. Prepares and submits daily accomplishment and consumption report to his/ her supervisor;
8. Assists his supervisor in conducting room check;
9. Conducts fumigation of assigned guestrooms as needed;
10. Performs other related duties as may be assigned by his or her supervisor.

1. Mini Bar Runner/ Mini Bar Attendant

Basic Function: Responsible for performing mini – bar installation, listing, replenishing, inventory – taking, stocking, requisitioning and other related functions.