HFT1000 Test 4 Hotel Operations CHAPTER 16 Hotel Management s Focus Three Key Constituencies Management s Attention 1 Hotel Guests Satisfied guests source of revenue hotel profitability 2 Employees 3 Investors Hotels require a dedicated team of productive customer focused employees that consistently meet or exceed guest expectations to be successful Without investors a hotel would not exist Full Service Hotels Mid Scale Attractive rates Basic F B room service Cities and urban location Holiday Inn Ramada Courtyard Luxury Upscale Ultimate Nicer rooms amenities etc MM Ritz Hilton Towers Organizational Structure Full service hotel operations are organized into two primary operating divisions Rooms division Food and beverage division These two operating divisions are supported by Administrative team Sales and marketing professionals Engineering department Rooms Division All areas of operation related to providing overnight accommodations to guests Guest services front office operations Revenue management reservations Housekeeping operations Guest Services Front Office Primary responsibility build positive mutually rewarding relationships with the guests Guest service agents include Doormen Bellmen Front Desk Agents PBX Operators Phones Message Centers Night Auditors Concierge Staff etc Revenue Management Reservations Responsible for assessing guests needs selling accommodations that fulfill requirements at appropriate guestroom rate Revenue managers have a significant impact on profitability Department s function is maximizing sales revenue Provide weekly occupancy forecasts 1 Critical for proper scheduling of hotel staff Impacts labor costs often the largest variable expense HFT1000 Test 4 Housekeeping Operations Primary responsibilities are Cleanliness of entire hotel property Guestrooms stocked appropriately with supplies A clean facility is critical to gust satisfaction This department may include Laundry operations in large full service hotels Processing 1000s of pounds of laundry daily Turndown service in upscale luxury properties Food and Beverage Division Provides meals and beverage service to guests Complex challenging to operate due to lower contribution margins that the rooms division Food and beverage outlets Catering sales department Any dining provider in the hotel along with room service Events and meals planned sold within property Banquet Department Beverage Operations Culinary Operations Ensures meeting rooms are set to clients specifications Breaks meals and events are served executed Control and distribution of alcoholic beverages Executive chef is responsible for all food production Sales and Marketing Responsible for driving revenue by attracting meetings conventions and individual guests A group is typically defined as clients requiring 10 guestrooms or more Get leads from variety of sources Local Chamber of Commerce CVB national sales offices and more Oversees local advertising and public relations Many hotels engage in local activities such as charitable events for good corporate citizenship Administrative and General Accounting Responsible for accounts payable accounts receivable financial reporting and cost control Human Resources Oversees all employment processes including Training and development Compensation and benefits Security and Loss Prevention Professionals trained to minimize losses of all kinds 2 Responsible for emergency procedures and to ensure safety and well being of guests and associates HFT1000 Test 4 At full service hotel properties often called the Executive Operating Committee EOC Management Structure Senior management team Comprised of the General Manager who oversees Rooms division manager Director of food and beverage Director of sales and marketing Controller Director of human resources CHAPTER 16 Key Terms Key Players Primary Operating Divisions Duties of Divisions and Subdivisions Food Service Segments CHAPTER 17 Food Service Industry Many different operations Commercial or Non Commercial What does Catering do What does Banquets do etc 1 st Split or Segment Commercial 1 Other Restaurants 2 Restaurants Hotel Restaurant Airport Tourist Attraction Upscale Casual Dining Quick Service Restaurant QSR Commercial Non Commercial Foodservice Commercial Operate to generate revenue Profitability is the primary goal Example restaurants Non Commercial Primary goal is not to generate revenue profit May or may not make money Often called Institutional or On Site Operations Example hospital or school foodservices Commercial Foodservice 3 Categories Hospitality Industry Food Beverage Commercial Non Commercial 3 HFT1000 Test 4 1 Quick Service 2 Casual Dining 3 Fine Dining Quick Service Restaurants Fast Food or Limited Service Key Characteristics Provide limited of menu items Short waiting time for food Counter or drive thru service Pay for food before consuming it Target Market Low cost meal Value a lot of food for Limited time Casual Dining Caters to the middle class people who enjoy going out to eat Service without high price of fine dining Relaxed atmosphere Some revolve around a theme ex Italian Olive Garden Fine Dining Upscale Restaurants High level of experience High degree of service D cor superior dining experience Expensive pricing Other Operations Hotel Foodservice Extended hours to serve guests on property Different menus outlets Lower profit margin Country Club Food Service Wide range of foodservice concepts offered Upscale dining Special events weddings private parties Casual family dining grill Pool snack bar Airlines Airports Increased costs reduced on board service Increased security restrictions past terminals Cruise Ships All you can eat inclusive pricing concept Wide variety of choices Menu variety different themes 4 HFT1000 Test 4 Tourist Attractions Foodservice Theme Parks and Sports Venues Offer multitude of services at varying prices ex Disney World New Yankee Stadium Convenience Store Gaining popularity Many offer made to order food items creates competition for restaurants Range from snack machines to large stores Restaurant option for dine in take out New Commercial Foodservice Fast Casual Restaurant Hybrid combination of 2 concepts quick service casual dining Offer higher quality of food served fast Cinema Eatery Movie theater restaurant Provide latest movies and quality food Non Commercial Foodservice Institutional or on site establishments include a wide variety or organizations Each must provide foodservice to their
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