HOSPITALITY NOTES 3 CHAPTER 14 Curb appeal regarding the outside appearance of a businesses property The value of curb appeal is often overlooked o Increases traffic and increases guest satisfaction o People judge quality of potential experience based on the visual appeal FF E Furnishings Fixtures Equipment Physical system o Plumbing o HVAC heating ventilation and air conditioning o Electricity Duties and requirements of the facility manager o Degree of knowledge of facility manager depends on type of property o Primary challenge and size physical plant while using minimal financial resources for facility manager is to improve the quality of o Facility manager oversees all departments but may not understand the different persons needs Kitchen fridge goes out guest air conditioner breaks o Manager needs to know basic operations of Water and wastewater systems Refrigeration systems Heating ventilation and air conditioning systems Site power production Safety and security systems Communicating safety and security needs at management meetings Physical plant landscape exterior and FF E o Comprised of o Landscaping o Grounds o Exterior and interior building structure o Building systems o Furnishings Fixtures and Equipment FF E Capital projects o 1 Capital costs Cost of item itself including installation costs Interconnection and modification of existing systems or equipment o 2 Operating costs Costs of resources to operate equipment and supporting systems Systems affected equipment Maintenance labor Contract maintenance service Supplies o 3 Fixed costs Insurance Depreciation And or property tax changes resulting from new equipment or system o 4 Tax implication Income taxes Tax credits such as Investment Tax credits Depreciation deductions Types of Maintenance o Contract maintenance o Routine maintenance general everyday duties of facility staff which requires relatively minimal skills or training i e raking leaves o Preventive maintenance PM requires more advanced skills of the facility personnel i e inspections lubrication minor repairs o Guestroom maintenance activity applied to guestrooms a form of prevention to ensure guest comfort trained facilities personnel will remove several rooms a day from inventory and inspect them for Changing of filters in HVAC systems Test TVs electronic plumbing and electrical equipment Ensure the guestroom is free of any maintenance issues Criteria used to develop the keying schedule and to identify o Rationale o Records who will have various levels of access and access security plan o Replacement necessary o Retrieval o Rotation Involves guest information with regard to occupancy status Staff actions to recover keys from employees and guests Involves moving locks from room to room as a preventative As keys are lost or locks compromised replacement is The FIVE R s CHAPTER 15 Common characteristics of the lodging segment o Tangible product is rooms with beds for the traveling public to sleep o The product is perishable and consumed on site meaning if it is not consumed or sold for the day revenue is lost and cannot be recovered o Lodging is labor intensive with the traveling public willing to pay for services provided by people to meet their needs o The level and quality of hospitality courtesy and services distinguishes the lodging property o Buildings and grounds must have continuous maintenance and upkeep o Common laws apply emphasizing safety security and cleanliness Lodging classifications and key attributes o The most common classifications are by Price or rate budget midscale luxury boutique Location urban suburban airport destination Room type standard rooms suites vacation condo Market business or leisure Key attraction or amenity spa golf convention casino Size mega resort large medium small Classic Full Service Hotel o Midscale Attractive to guests because of the rates Higher than limited service but below luxury Offer the basics in full service They appeal to the largest segment of travelers o Luxury Upscale Hotels The ultimate lodging experience the meaning of luxury or upscale is subjective and constantly evolving Provides extraordinary experiences that exceed expectations These hotels enjoy high profile status within brands and customers o Limited service hotel category is divided into three different segments and offers three different levels of limited service Budget Economy offers low priced clean and safe rooms in convenient locations Midscale Limited service priced higher than economy level offer amenities just below full service Upscale Limited Service The highest priced segment in category offers higher level of comfort Upgraded d cor furnishings and hot breakfast Generally no full F B outlets o Long Term Extended Stay Home away from home Typical long term stay guest is business traveler on extended assignments travelers visiting family friends families needing temporary housing consultants and construction crews o Bed and Breakfast Hotels 3 different categories of B B facilities B B small lodging establishment in a private residence with 1 7 guest rooms B B Inn large more commercialized facilities with 8 15 rooms B B Hotel 16 30 rooms operates more like a hotel but only serve breakfast B B guests are older affluent well educated travelers who seek shorter vacations relatively close to home o Resorts Fusing of traditional F B and lodging hospitality facilities with recreational amenities Location is critical High season 90 120 day period of full capacity o Boutique Hotels Small uniquely designed hotels 100 rooms or less contemporary designed led offering unique personalized service and high tech facilities Over 25 000 Boutique hotels worldwide o Senior Service Residential Hotels Designed for affluent seniors targeted to residential and life style needs of the 50 age group Provide varied daily leisure programming activities and health and medical facility access o Airport Hotels Provide guest rooms and meeting and hotel service facilities near airports Target the traveling public In high demand during the work week o Motels Basic room accommodations built along highway corridors to provide overnight rest stops for traveling public Target market has expanded from the roadside leisure traveler to the traveling business o Other lodging segments include Vacation ownership and rentals casino hotels and convention and conference hotels High Season Shoulder Season and Off Season o High Season when lodging facility at near to or full
View Full Document
Unlocking...