hospitality management

Subject aim/rationale This course provides the basic concepts and solid foundation needed for a hotel manager in the rapidly changing and competitive global market through the examinati

SUBJECT DETAILS

Nguyễn Phương Lan

Email: phuonglan2014vn@gmail.com

The subject outline contains important information Please ensure that you read it carefully It is also strongly recommended that you keep this copy of your subject outline for future reference

Subject aim/rationale

This course provides the basic concepts and solid foundation needed for a hotel manager in the rapidly changing and competitive global market through the examination of a hotel organizational structure and its interdependent relationship among key departments The major topics to be discussed include an overview of hospitality industry, role and function of a manager, general management, key operation departments such as house keeping, front office, food and beverage service, human resources, sales and marketing etc as well as current impacts and developments in the field

This subject in the Bachelor of Tourism Management program also provides students with interdisciplinary knowledge and skills essential to further study and

to succeed as tomorrow’s managers in a hotel and lodging establishments

Subject objectives

The specific objectives of this subject are to:

1 Introduce the growth and development of the hospitality industry;

2 Explore into a hotel organizational structure of various scale;

3 Analyze the role and function of a hotel manager;

4 Familiarize with organization and daily operations of key departments;

5 Describe the important linkages among departments; and

6 Apply basic management tools to plan, organize and control operations

Subject structure

The structure of this subject for on-campus students comprises:

Subject materials

Lecture notes and essential readings which are recommended in each topic (mainly from the prescribed text books) are key materials for this subject Additionally, further readings, discussion questions, exercises and cases will help students understand thoroughly the fundamental issues of tourism management

Recommended Reading – available on BSB

1 “Origins Of The Lodging Industry”

2 “Yield Management”

3 “Human Resource Practices In Hotel Industry”

4 “Managing Food And Beverage Operations”

5 “Hotel Management and Operations” Fourth Edition

Prescribed textbook

1 Denney G Rutherford, Ph.D., Michael J O’Fallon, Ph.D (2007), Hotel Management And Operations fourth edition, John Wiley and Sons., INC

2 Alan T Stutts, James Wortman (2006), Hotel and Lodging Management: An

Butterworth-Proposed weekly schedule

Group devision Introduction to Hospitality Management

Required Reading

“Origins Of The Lodging Industry”

development of the lodging industry

Tut 1: Group 1: Present on different types of lodging and their services

Lecture 2: Classifications of Hotels

Power Point Presentation

2 7/8 Organizational Structure

Tut 2: Group 2: Present on framework of different kinds of hotels

Tut 3: Group 3: Present on Departments and positions

Power Point Presentation Required Reading Chapter 2(Book 2)

Structure

Tut 4: Group 4: Present on Organisational structure of the front office department

Power Point Presentation Required Reading

Tut 6: Group 6: Present on Guest Services

Power Point Presentation Required Reading

Chapter 3 & Chapter 10(Book 2) Chapter 4 (Book 1)

operations

management – Yield Management

Yield Management (Cont.)

Tut 7: Group 1: Present on the structure of HK Department and its functional positions

Power Point Presentation Required Reading

Chapter 5(Book 1), Chapter 4 (Book 2)

6 25/26 Tut 8: Group 2: Present on key

tasks of HK Operations – A Room Attendant

Power Point Presentation Required Reading

Chapter 5(Book 1), Chapter 4 (Book 2)

Tut 10: Group 4: Present on Organisational structure of the F&B Department

Power Point Presentation Required Reading

Chapter 7 (Book 2)

management Tut 11: Group 5: Present on F&B Positions

Power Point Presentation Required Reading

Roles and functions of a Manager

Lecture 8: Roles and functions

of a Manager

writing

Home work for ALL students

Read and answer all the questions at the end of each chapter and then send the feedback to the teacher

Book 1

Book 2

ASSESSMENT

Assessment for ALL students

Assessment for the subject will be on the basis of:

(c)

Group Assignment (home

work)

Due Date:

Group Assignment: (3000 words)

Each Group is required to select one (20 room +) Accommodation Establishment

in Nha Trang

Analyze and prepare a report on the following:

1 Hotel business; development from inception and classification of specific hotel

2 Functions and departments of the hotel, (and job descriptions of departmental

Heads) including – but not limited to

a Rooms Division

b Food and beverage

c House Keeping

d Human Resources

3 The hotel organization chart

4 Property Management System in the hotel

CONTENT: HOSPITALITY MANAGEMENT

Subject objectives

The specific objectives of this subject are to:

1 Introduce the growth and development of the hospitality industry;

2 Explore into a hotel organizational structure of various scales

3 Analyze the role and function of a hotel manager;

4 Familiarize with organization and daily operations of key departments;

5 Describe the important linkages among departments; and

6 Apply basic management tools to plan, organize and control operations

An Overview

1 Growth and Development of the Hotel/Lodging Industry

2 Classification of Hotels

3 Vietnam Market Overview

4 Hotel Organization Structure

5 Front Office Operations (Rooms Division)

6 House Keeping

7 Food and Beverage

8 Management Functions

9 Sales and Marketing

10 Human Resources Management

LECTURE 1: INTRODUCTION TO HOTEL MANAGEMENT

• The scope of the hospitality industry comprises of a range of businesses that provide services and facilities such as accommodation, food and beverage, entertainment, gaming and related products

• The term “hospitality” has become accepted over the years as a generic word, which describes the well being of services and facilities related to tourists and travellers

Characteristics of the Hospitality IndustryProduct is intangible and perishable

• No such thing as business hours

• Hospitality operations run on a 24 hour basis all year round

• Characterized by shift work

What is tourism?

“Tourism comprises the activities of people traveling to and staying in places outside their usual environment for not more than one consecutive year for leisure, business, and other purposes.”

Who makes up the accommodation sector?

The accommodation sector represents a vital part of the hospitality industry since the provision of accommodation, food and beverage is essential for anyone spending time away from home

How many different types of accommodation establishments can you think of? Hotels, motels, bed and breakfast, youth hostel, backpackers, bed and breakfast, home stay, farm stay, self catering apartment, timeshare, caravan park, camping ground, boutique accommodation, cabins/huts in National Parks, apartments…… and more

Who are our Guests?

• Guests are the customers of the hospitality industry, they pay for the services and facilities provided by the accommodation establishments

• Each guest is different, differences such as age, gender, cultural background and their reasons for traveling

• Guests may be local residents, domestic or international guests

• They may stay for an hour or longer!

Consider the Guests

For most guests the basics of staying away from home is a “bed” and “food and beverage”, however some customers may require a little more!

What specific needs would the following customers want?

– A corporate traveller

– A couple with two young children

– Retired couple on holiday

Introduction to Hotel Management

For a successful career in the Hotel Management industry, you must:

• understand the nature and structure of the hospitality industry

• be aware of the contemporary issues relevant to the industry

• develop generic business skills that are required in today’s business environment (eg Communication, management, marketing, planning)

LECTURE 2: HISTORY OF THE LODGING INDUSTRY

HOSPITALITY From the French word “hospice”

• to provide for the weary

• take care of those traveling

• The history of the hospitality industry dates all the way back to the Colonial Period in the late 1700s Things have changed quite a bit since then; the hospitality industry has experienced significant development over the years

as it has faced World Wars, The Depression and various social changes The industry as we know it today began to take form in the early 1950s and 60s, leading the way for growth into the dynamic industry we know today

Goal

• To understand the factors that influenced the development of the Hotel Industry

At the end of this lesson students will be able to:

• Define Hospitality/Lodging Industry and describe its characteristics

• Identify and describe the characteristics of various historical periods

• Identify the multiple factors influencing the hospitality industry

• Chronicle the developments in the Hospitality/Lodging Industry (from early beginnings to present)

• A HOTEL is regarded as an institution and or a service provider's

establishment to offer paid lodging facilities to customers on limited time or short term basis These facilities provided include, accommodation consisting of a room with a bed and other furniture (limited to the product bought), meals on room and board basis, attached bathrooms, air conditioning and climate control facilities, as well as, telephone facilities, cable television, internet connectivity and access plus the desirable mini bar These are only some of the items included in a hotel room Apart from the facilities provided in the rooms of these hotels to the guests, there are many other additions and assortments available for a person staying

in these hotels They come in the form of, multi cuisine restaurants, swimming pools, fitness training centres, spas, conference and banquet halls and many others

• The hospitality business probably began with the Sumerians

• In 4000 B.C the Sumerians lived near the Persian Gulf and grew grains that they turned into alcoholic beverages

• They built taverns and served beer these taverns were some of the first hospitality businesses

• Early traders travelled from region to region to trade their spices, gold, and other exotic goods

• They needed places to sleep and eat while traveling

• People built inns and taverns along the trade routes

• These inns and taverns served tired, hungry, and thirsty travellers

Egypt, Greece, and the Roman Empire

3 countries played an important role in the early days of the hospitality business Ancient Egypt began the tourism trade

About 2700 B.C the pharaohs built the pyramids

The beauty and majesty attracted visitors

They needed places to eat and sleep

Ancient Greece had a role in the hospitality business

Greeks defeated the Romans

• In 146 B.C the Greeks defeated the Romans

• They developed roads throughout their empire

• This road system made travel easier and quicker

The Fall of the Roman Empire

• After the fall of the Roman Empire, there were many wars and invasions

• Travel became dangerous

• Travel and tourism came to a stop

• During the Middle Ages, the churches offered food and a place for travellers to rest (5th to 15th century)

• The Renaissance followed and there was a rebirth of travel

• Taverns and inns were once again open

• 1600s to 1800s

• Stage Coaches/Postal Service/Travel became fashionable

• High demand for inns and taverns

 Single rooms

train

Luxury Hotels in Europe

• Cesar Ritz was raising the standard of luxury hotels in Europe

• The Savoy in London, England had high standards of excellence and luxury

and telephones

The New World (1800s)

• As people migrated to the New World, the US was settled by peoples from different parts of the world Each with their own words for hotels (places to

eat, drink and sleep) When traveling to different parts of the country today you can still see evidence of these terms in use

• Back in the U S., hotel industry pioneers were developing the hotel chain

• 1882 –Electric lights installed in public areas of Hotel Everett

• Air-conditioned hotels

• In the early 1900s Ellsworth Statler developed his chain of Statler hotels His rooms had telephones in each room, full-size closets, modern plumbing, radios, private baths and free morning papers

• Mr Wilson was disappointed by the accommodations he found on a trip to Washington, D C

• He could either stay at an expensive downtown hotel or at a small motor court that charged extra for his children and was often not air conditioned, small, and often dirty

• He decided to develop his own chain that would meet the needs of a family

• This was the beginning of the Holiday Inn

• The rich get richer

Growth of The Lodging Chain ~ 1960’s

The term hotel chain traits back its origins to the 1920s where a great trend began which shifted individual ownership of hotels to corporate ownership as a result of increasing costs of building and operating hotels As the corporate world took over the hotel business, they didn't believe in a single hotel at a single location but a chain of hotels at different locations with the same name but not necessarily with the same capacity and product range Chain operations of 'hotels allows for efficient management through the use of mass purchasing, central reservations and billings, and extensive advertising and promotion campaigns Today about 30 percent of all American hotels and motels are affiliated with chains or franchised groups

1990’s

• Increased product range though segmentation

• Focus on global market

2000 + and The Lodging Industry

• The value of brand to the consumer, the growth in emerging markets, the importance of consumer-facing technology and the sourcing, development of human capital have helped shape the hospitality industry over the past five years These, along with the growing importance of the sustainability agenda and exogenous events and cycles are the key trends that will define success

in the market place by 2015

LECTURE 3: HOTEL ORGANISATION STRUCTURES

Topics

On completion of this unit, the you will be able to :

1 Explain a mission statement

2 Describe how goals, strategies, and tactics are used to accomplish a hotel’s mission

3 Create organization charts depicting the lines of responsibility among

positions, departments, and divisions within a hotel

4 Distinguish front-of-the-house areas from back-of- the-house areas and revenue centers from support centers

5 Describe the functions performed by departments and positions within the rooms division

6 Identify the functions performed by other divisions and departments within a full-service hotel

7 Describe the organization of the front office department including traditional work-shifts, alternative scheduling practices, and the purpose of job descriptions and job specifications

• To define its mission a company should address the classic questions: What

is our business? Who is the customer? What is of value to the customer? Successful companies continuously raise these questions and answer them thoughtfully and thoroughly

groups:

• Guests

• Management

• Employees

while providing a good place to work for its employees and a reasonable return on investment to the owners

• To achieve our mission we must have the followings:-

• Goals: Observable, measurable activities and standards to achieve mission

• Strategy: A method by which a department and division plans to achieve its goals

• Tactics: The day to day operating procedures that implement the strategy

Examples

• Goal: Operate the front desk efficiently and courteously so that guests register within 2 minutes of arrival

• Strategy: Pre-register guests with reservation guarantees as room become

available from the housekeeping

• Tactic: Pre-print registration cards for arriving guests and separate the cards

of all gusts with a reservation guarantee

HOTEL ORGANIZATION

• In order to carry out its mission, global and departmental goals and objectives, every company shall build a formal structure depicting/outlining different hierarchy of management, supervision, and employee (staff) levels

• Outlines the responsibility among positions, departments, and divisions within a hotel

• And representation of relationships between positions

Rooms

Division

Manager

Food and Beverage Manager

Director of Sales

Catering Manager

Housekeeping

Manager

Reservations Manager

Human Resources Manager

Loss Prevention Manager

General Manager

Sales Manager

Sales Manager

• There are two types of relationships that might exist between any two functions at any organization chart These are: