MODULE 1​

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Fundamentals in lodging operation - Hindi lang basta pagpapastay sa guest is isang room
or isang hotel, it is an organized system ng pagmamanage.
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PLANNING - Deciding in advance what the hotel wants to achieve (pinagplaplanohan kung
anong klase ng guest ang need ng hotel, for ex: Business Traveler)
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ORGANIZING - refers to arranging tasks & responsibilities
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STAFFING - means hiring & training for qualified employee
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DIRECTING - involves leading & supervising employees
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CONTROLLING - kailangan i-inspect muna ng supervisor ang mga guestroom, to ensure
that the guest wants is provided.​
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Origins of the term “Hotel”, derives from French hotel which referred to a French version of
a “Townhouse”. ​
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Where did the hotel start?
Biblical times- guest facilities were simply homes that “rented “out their stables to
passersby.

Early Greek civilizations- villages offered travelers facilities with thermal baths.

Rome- government and high-ranking officials were treated to stays in gorgeous

mansions that offered baths, but also accommodations and food.​
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DEFINITIONS​
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1. is an establishment providing accommodation, meals and other services for travelers and
tourists - HOTEL​
2. a short trip by a group of people, usually made for leisure, education or physical purposes
(hotel tour) - EXCURSION​
3. a hotel employee whose job is to assist guests by arranging tours, personal assistant of
guest - CONCIERGE​
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DIFFERENCE BETWEEN EXCURSION & CONCIERGE

EXCURSION CONCIERGE ​
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Tour Guide Personal Assistant ​
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It is the physical features of the Hotel - HOTEL FACILITIES

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The actions & assistance by the hotel staff - GUEST SERVICES​
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TYPES OF HOTELS OR CLASSIFICATION OF HOTELS​
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Size or number of rooms hotels with:​
Under 200 rooms - VERY SMALL/SMALL HOTELS​
200 to 399 rooms - MEDIUM SIZED HOTELS​
400 to 700 rooms - LARGE HOTELS​
More than 700 rooms - MEGA HOTEL
TYPES OF HOTELS OR CLASSIFICATION OF HOTELS: TARGET MARKETS​
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BUSINESS HOTELS -The largest group of hotel types, and they primarily cater to business
travellers and are usually located in downtown or business districts.

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AIRPORT HOTELS- These types of hotels typically target airline passengers with overnight
travel layovers or cancelled flights, and airline crews or staff.

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SUITE HOTELS - The latest trend and the fastest-growing segment of the hotel industry. It
has a living room and a separate bedroom.

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EXTENDED STAY HOTELS - for long-stayers who want to stay more than a week and do
not want to spend money on hotel facilities.

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SERVICED APARTMENTS - provide long-term or permanent accommodation for guests.
Usually, one month up to a year.

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RESORT HOTELS - usually located in the mountains, on an island, or in some other
locations away from cities.

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BED & BREAKFAST/HOMESTAYS - can size up to 1 to 10 guest rooms. They are also
known as ‘Home Stay’s’. The owner usually stays on the premises and is responsible for
serving breakfast to the guests.

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TIMESHARE/VACATION RENTALS - referred to as” Vacation-interval” hotels. Timeshare
CASINO HOTELS- Hotels with gambling facilities

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CONFERENCE & CONVENTION CENTRES- on meetings and conferences and overnight
accommodation for meeting attendees.​
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LEVELS OF SERVICE

World-class service - These are also called luxury / Five Start hotels, they target top
business executives, high-ranking political figures, and wealthy clientele as their primary
markets.

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Mid-Range Service - otherwise 3- to 4-star hotel service appeals to the largest segment of
the travelling public.

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Budget / Limited Service - provide clean, comfortable, safe, inexpensive rooms and meet
the basic needs of guests. ​
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OWNERSHIP & AFFILIATIONS

Independent / Single Owner Hotels: They do not have identifiable ownership or

management affiliation with other properties.

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Chain hotels - usually impose certain minimum standards, rules, policies, and procedures to
restrict affiliate activities. ​
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MODULE 2​

commonly known as Bed and breakfast hotels - Budget and value hotels​
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smaller independent hotels,They can be cheap and cheerful or upscale - Inns and B&Bs​
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often preferred by families and by business travelers - Mid-Range Hotels and ​
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often have bigger rooms, extra beds and swimming pools - Family hotels and resorts​
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tend to concentrate around beaches and golf courses - Beach and vacation resorts

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also known as condotel, hotel condo, or condotel, is a building which is legally a
condominium but operates as a hotel, it combines the features of condominium and hotel -
Holiday condo Hotel

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tend to be smaller and have unique decor, sometimes historical - Boutique hotels

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have higher price tags and deliver design, quality, spaciousness and excellent services with
attention to detail - Luxury and High-End Hotels

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located on a privately owned island, offering exclusive access to the island’s amenities and
services - Hotels and Private Islands

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hotels where you can wake up in a new place every morning without needing to repack your
bags. It has unique accommodation designed to float on water - Floating hotels​
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an apartment that is built in a treetop or around the stem of a tree - TREEHOUSE HOTELS

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Unique accommodations are built by caves or rock formations - Cave hotels

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a type of hotel developed in Japan that features many extremely small "rooms" - Capsule
hotels
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a temporary hotel made up of snow and sculpted blocks of ice - Ice Hotels​
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Also known as winter village - Snow Hotels​
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also known as botanical hotels - Garden Hotels​
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located 20 meters underneath the surface of the ocean - Underwater Hotels​
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Burj al-Arab, Dubai about 321 meters - Tallest Hotel​
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Genting Highlands Resorts and Casino - Largest Hotel​
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The world's oldest hotel according to Guinness - Hoshi Ryokan​

MODULE 3​
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He is responsible for yearly budget and submit it to the owner, has the authority to set hotel
service standard A.K.A The brain of Hotel - GENERAL MANAGER​
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Responsible for reservations by phone, cancel reservations, check in guests, check guests
out, and keep the front desk area and lobby clean and presentable A.K.A The face of the
Hotel - FRONT DESK SUPERVISOR & STAFF​
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responsible for the cleanliness of all rooms - Housekeeping Staff and Laundry​
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Responsible for keeping the bar always stocked, clean up any messes, brew coffee, wash
dishes, break down the breakfast bar and wash the breakfast dishes - Breakfast Host,
Hostess and Cooks

Responsible for fixing or replacing toilets, piping, room appliances and vacuums -
Maintenance​
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a problem solver with extensive customer-service skills who is unflappable and can handle
difficult patrons - Concierge​
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Responsible for making the event flow smoothly - Event planner

oversees the food operations in restaurants, hotels, casinos, or other venues that serve food
- Executive Chef​

Responsible for handling baggage for guests - Porter ​

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MODULE 4​
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refers to the chance of loss stemming from an issue with people, systems,
procedures, and external events - OPERATIONAL RISK
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TWO CATEGORIES OF OPERATIONAL RISK​
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1. People​
2. Systems & Processes​
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Importance of service quality & customer satisfaction
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1. Customer Loyalty​
2. Happier Environment​
3. Increased Security​
4. Better Value​
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Four Fundamental Metrics to Measure Customer Satisfaction
1. Loyalty over Time- Repeat guests are a great indicator of customer satisfaction.

2. Spending on Site- When a guest is having a positive experience at your hotel,

they’re more likely to spend additional money on site.

3. Guest Engagement- People engage with brands they like and trust online. ​
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4. Referrals and Brand Ambassadors- if new guests were referred to your hotel is
a great way to measure customer satisfaction and determine if guests feel compelled
to share your brand with their networks.​
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used to make decisions about the significance of the risks to the organization and
whether each specific risk should be accepted or treated - Risk Evaluation​
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