Hey there.
I have been reading my notes and realized that nothing could really get into my head.
I'm on the verge of breaking down, but oh well, I have got to pull myself together and bring out of it.
Hence, I have decided to do a blog post on the topics that I'm going to study tomorrow. Bear with me, guys.
The module that I would be tested on tomorrow would be Introduction to Hotel & Leisure Facilities Management.
~~~ START OF TOPIC 3 ~~~
Topic Three: Profile of Hotel Guest
Here in topic three, we would be talking about the profile of hotel guests. I have heard from some classmates that this topic is the toughest to get in. But you know what? With the awesome Alvaro, you would understand everything immediately even without taking this course.
Let's ask you guys a question. What's a profile?
Let me give you a hint.
It's basically just some chunk of guest information stored ( in the computer ) for use by relevant departments like the front office personnel, the marketing department and the housekeeping departments.
This information would then enables the hotel to ultimately maximise its return on investment.
Basically, the hotel would then know the special needs of some particular guests and serve them better.
For example, the hotel would keep a record of the guests weird habits, special requirements, complaints, hence providing a more personalized service. Then the guests would feel... Eh? I'm special? and would come back to the hotel again or even introduce the hotel.
Next, the hotel would also be able to understand the distribution of the different categories of guests and cater to their needs accordingly.
Let me give you an example.
Let's say ABC hotel always have many couple travelers and they notice this trend of travelers. The hotel can prepare more love making facilities. Oh well, just saying! But, you do get what I mean right?
Key word: PATTERNS OF GUEST OCCUPANCY.
You see, guest profile is so important because it will also provide information that will help plan strategies to improve occupancy rates, to plan room rates, keeping in touch with client through email.
Just like a normal form, the profile will ask for your name and number, email, gender and stuff like that.
Maybe some special things like...
- Mode of transport needed
- Religion
- Room service used.
- Special requirements.
- Smoker/ Non-smoker.
There are 5 ways which we can take in these information.
1) At the front desk.
2) Feedback form upon departure.
3) Observation by front desk.
4) Compliments/ complaints.
5) Requests made by guests during stay.
Moving on~~~
There are 3 TYPES of travellers.
1) Business Travellers.
2) Convention/ Institutional Travellers.
3) Leisure Travellers.
Firstly, Business Travellers.
They are usually single men travellers who travel without their family.
Generally, they spend their days ( not many ) on business discussion, presentations and negotiations.
In the evening, they would need a place to entertain their clients, or spend the time in the hotel room preparing the next day's meetings, or simply relax, go to the gym or watch TV.
They would need
- Meeting rooms.- Business centre,
- Secretarial facilities.
- Laundry servce.
- Executive rooms with desk.
Secondly, Convention/ Institutional Travellers.
These people basically travel for a professional conference, convention, or for corporate retreats.
Unlike the business men, they would spend most part of their stay within the hotel premises holding meetings and discussion.
For this type of guests, we would need to give them...
- Plenary halls.
- Break-out meeting rooms.
- Foyers for reception/ coffee
- Buffet meals.
- Good AVA Systems ( Including laptops and projectors.)
- Function rooms.
- Banquet Halls.
Thirdly, Leisure Travellers.
The name is really obvious.
Under this category, there would be big families, elderly, little children, sports travellers.
Purpose of their travel..
- Relax and escape from reality.
- Sightseeing.
- Shopping.
In conclusion, there are many different type of guests under this category.
Hence we need to do our best to please everyone.
We would need..
- Extra beds.
- Safety features for children.
- Porter service.
- Many tv channels.
- Entertainment areas.
- Concierge.
- Baby sitting services.
Up next, the hotel cannot simply work alone right?
They would also need people to work together with.
Hence, there are 5 partners of hotels.
1) Transportation Services.
2) Travel Agents.
3) Tour Operators.
4) Website Operators.
5) Trade Association.
Firstly, the TRANSPORTATION INDUSTRY is crucial because it consists of the Airlines, the buslines, trains, and the Rental Cars.
Secondly, TRAVEL AGENTS.
These are the people who will sell travel packages with the guests and charging them while earning a commission for the service. They will provide for all the things that the guests need. For example, arrange air-tickets, accommodation, airport transfer and offer ancillary services like taking up insurances, application of visas, rent a car upon request of the client.
They act as the middleman between the consumer and the tourism sector and in the position t influence the clients' decision on destinations, hotels, places of interests to visit.
A good relationship with the travel agents goes a long way.
Thirdly, TOUR OPERATORS.
Tour operators CREATE tour packages. They either marke them directly to the guests or through a travel agent. Unlik the travel agents who simply provide the service, these tour operators may own bus fleets to ferry the tourist to the places.
The thing is...
Tour operator simply arrange the air tickets, accommodation, and the tickets to shows, or admission tickets to a theme park, etc.
Fourthly, WEBSITE OPERATORS.
The name is obvious and these people create websites to allow travellers to do reservations of hotel rooms online.
As more and more people are starting to use the cyber world to help them plan their travel, this is really a good and effective way to promote the hotel.
Such examples are...
- Tripadvisor.
- Expedia.
- Travelocity
- hotel.com
All these potential consumers will be able to view a lot of information of the hotel and read reviews before even going down to hotel itself.
These operators charge a commission for every room sold, but such charges are often negotiable.
But that's not all, there are 3 types of Web site Operators.
(1) TRADITIONAL DIRECT-TO-GUEST module.
(2) OPAQUE RATE model.
(3) MERCHANT model.
(1) TRADITIONAL DIRECT-TO-GUEST model.
The room rates are posted on the hotel's OWN website and guests would be able to book the rooms directly with the hotel.
(2) OPAQUE RATE model.
In this case, room rates are NOT SEEN by guest UNTIL they have 'successfully bid' for a room. The website operator will ask the hotel if the hotel is ok with the price offered by the guest and see how.
Example:
- Priceline.com
(3) MERCHANT model.
This is something similar to booking directly from the hotel. However the guest would pay the operator to pay the hotel.
Something attractive about this model is that this model would show the room rates which are often heavily discounted on the webpage.
Next, TRADE ASSOCIATIONS.
Creating trade shows.
For example, there is the NATAS exhibition in Singapore.
This showcase will allow vendors to showcase their products, promotional offers, services.
- Create networking opportunities with expansive network of top-level industry professionals.
Lastly, MICE.
M eetings
I ncentive travel
C onvention
E xhbitions.
Basically MICE is just some industry which is growing and bring a lot of people together and creates events.
For example, F1 Grand Prix, YOG, IMF World Bank Meetings, Food & Hotel Asia.
THAT'S FOR TOPIC 3
~~~END OF TOPIC 3~~~
~~~ START OF TOPIC 4 ~~~
Topic Four: Departments in the Hotel
There are many functional departments in the organization structure of the hotel.
- Front Office.
- Food and Beverage.
- Financiall Management.
- Housekeeping.
- Marketing.
- Telecommunication.
- Engineering & Security.
- Human Resource.
- Facilities Management.
In every department, there will be always someone who is controlling all the process.
In the topic, we would need to know about the general manager.
The GM is the head of the hotel and is the most important human variable who will affect a hotel's short-term profitability.
What are his roles?
Well, he basically has 5 roles;
1) Investor Relations.
2) Bond Affliliation Management.
3) Community Relations.
4) Executive Committee Development.
5) Property Management.
Let's zoom into each role.
Firstly, Investor Relations.
It basically talks about the communication between the GM and those who own and invest in the hotel.
The owners will look to the GM to create positive influence on the hotel's standing in the market, its physical condition, its profitabilty. Since the owners are still considered the big bosses, the GM would still have to continue watching and report the 2 aspects of revenue;
(a) Hotel Business ( Operating business success, expenses, income. )
(b) Hotel as Real Estate ( Land, Physical Structure )
The GM would then ASK the owners about additional funds that the hotel would need.
For example, there might be lifts getting spoilt and we would need money for replacement. All these money would be requested by the GM from the owners.
Secondly, Brand Affliliation Management.
The name itself is obvious.
As many hotels nowadays have branding names. They must make sure that they live up to their brand names.
Hence, the GM would also need to take note and monitor the operational standards set by the brand to ensure property conformance.
At times, the franchise branding officials would need to talk to the GM about some marketing and saes programmes.
This is just like my working place. They would always need to contact the headquarters and find out what's the latest promotions that they would want to launch.
That being said, if the hotel is unable to meet the standards set by the franchise branding officials, they would have to void the contract and close down.
Thirdly, Community Relations.
Again, the name itself is so obvious.
The government would have links with the hotels.
For example, let's talk about some famous hotels in Singapore.
The government would depend on them to expand the tourism opportunities in a country.
Some examples like Charity events or sitting on social committees. ( Honestly, I don't understand this part.)
In addition, there would also be cooperate social responsibility such as education, financial aids to the needy, support to the community. ( I have no idea the GM of the hotel would do that. )
Fourthly, Executive Committee Development.
Alright, this entire role is basically about training the staff under the GM to be equally as capable as him so that the GM doesn't have to worry all the time if those people are doing their jobs.
This is because sometimes, there would be some specific areas in which the managers may be more conversant than the GM.
However, that being said, the GM must also be familiar with what goes in each department and hence professionally plan the development plans of his directors.
Together with the hotel managers who make up the Executive Committee.
Let me give you guys a really good link.
A successful GM is like a good football coach; he may not have the ability to play all the positions in the field, but he is still able to nurture a winning team.
Lastly, Property Management.
The GM is to plan, organize, direct and control the overall property management plan of the hotel; So as to complete the follow points..
- Ensure profitability.
- Service Levels.
- Efficiency.
- Other goals set by the property owners.
FINALLY, that's all about the roles of the GM.
Just to end off Topic 4, I would like to share about the Resident Manager.
The Resident Manager is only necessary in larger hotels.
The RM works directly under the GM and is likely to be someone who has been working in the establishment for qiute a while and is promoted.
His role is to assisst the GM and cover his duties when the GM is not around and representing him in departmental meetings and stuff like that ( Taking responsbility for major hotel projects like refurbishment. )
~~~ END OF TOPIC 4 ~~~
Alright guys.
This is the end of studying blog post!
Thanks for allowing me to rant ;)
Wish me luck tomorrow man.
I have been reading my notes and realized that nothing could really get into my head.
I'm on the verge of breaking down, but oh well, I have got to pull myself together and bring out of it.
Hence, I have decided to do a blog post on the topics that I'm going to study tomorrow. Bear with me, guys.
The module that I would be tested on tomorrow would be Introduction to Hotel & Leisure Facilities Management.
~~~ START OF TOPIC 3 ~~~
Topic Three: Profile of Hotel Guest
Here in topic three, we would be talking about the profile of hotel guests. I have heard from some classmates that this topic is the toughest to get in. But you know what? With the awesome Alvaro, you would understand everything immediately even without taking this course.
Let's ask you guys a question. What's a profile?
Let me give you a hint.
It's basically just some chunk of guest information stored ( in the computer ) for use by relevant departments like the front office personnel, the marketing department and the housekeeping departments.
This information would then enables the hotel to ultimately maximise its return on investment.
Basically, the hotel would then know the special needs of some particular guests and serve them better.
For example, the hotel would keep a record of the guests weird habits, special requirements, complaints, hence providing a more personalized service. Then the guests would feel... Eh? I'm special? and would come back to the hotel again or even introduce the hotel.
Next, the hotel would also be able to understand the distribution of the different categories of guests and cater to their needs accordingly.
Let me give you an example.
Let's say ABC hotel always have many couple travelers and they notice this trend of travelers. The hotel can prepare more love making facilities. Oh well, just saying! But, you do get what I mean right?
Key word: PATTERNS OF GUEST OCCUPANCY.
You see, guest profile is so important because it will also provide information that will help plan strategies to improve occupancy rates, to plan room rates, keeping in touch with client through email.
Just like a normal form, the profile will ask for your name and number, email, gender and stuff like that.
Maybe some special things like...
- Mode of transport needed
- Religion
- Room service used.
- Special requirements.
- Smoker/ Non-smoker.
There are 5 ways which we can take in these information.
1) At the front desk.
2) Feedback form upon departure.
3) Observation by front desk.
4) Compliments/ complaints.
5) Requests made by guests during stay.
Moving on~~~
There are 3 TYPES of travellers.
1) Business Travellers.
2) Convention/ Institutional Travellers.
3) Leisure Travellers.
Firstly, Business Travellers.
They are usually single men travellers who travel without their family.
Generally, they spend their days ( not many ) on business discussion, presentations and negotiations.
In the evening, they would need a place to entertain their clients, or spend the time in the hotel room preparing the next day's meetings, or simply relax, go to the gym or watch TV.
They would need
- Meeting rooms.- Business centre,
- Secretarial facilities.
- Laundry servce.
- Executive rooms with desk.
Secondly, Convention/ Institutional Travellers.
These people basically travel for a professional conference, convention, or for corporate retreats.
Unlike the business men, they would spend most part of their stay within the hotel premises holding meetings and discussion.
For this type of guests, we would need to give them...
- Plenary halls.
- Break-out meeting rooms.
- Foyers for reception/ coffee
- Buffet meals.
- Good AVA Systems ( Including laptops and projectors.)
- Function rooms.
- Banquet Halls.
Thirdly, Leisure Travellers.
The name is really obvious.
Under this category, there would be big families, elderly, little children, sports travellers.
Purpose of their travel..
- Relax and escape from reality.
- Sightseeing.
- Shopping.
In conclusion, there are many different type of guests under this category.
Hence we need to do our best to please everyone.
We would need..
- Extra beds.
- Safety features for children.
- Porter service.
- Many tv channels.
- Entertainment areas.
- Concierge.
- Baby sitting services.
Up next, the hotel cannot simply work alone right?
They would also need people to work together with.
Hence, there are 5 partners of hotels.
1) Transportation Services.
2) Travel Agents.
3) Tour Operators.
4) Website Operators.
5) Trade Association.
Firstly, the TRANSPORTATION INDUSTRY is crucial because it consists of the Airlines, the buslines, trains, and the Rental Cars.
Secondly, TRAVEL AGENTS.
These are the people who will sell travel packages with the guests and charging them while earning a commission for the service. They will provide for all the things that the guests need. For example, arrange air-tickets, accommodation, airport transfer and offer ancillary services like taking up insurances, application of visas, rent a car upon request of the client.
They act as the middleman between the consumer and the tourism sector and in the position t influence the clients' decision on destinations, hotels, places of interests to visit.
A good relationship with the travel agents goes a long way.
Thirdly, TOUR OPERATORS.
Tour operators CREATE tour packages. They either marke them directly to the guests or through a travel agent. Unlik the travel agents who simply provide the service, these tour operators may own bus fleets to ferry the tourist to the places.
The thing is...
Tour operator simply arrange the air tickets, accommodation, and the tickets to shows, or admission tickets to a theme park, etc.
Fourthly, WEBSITE OPERATORS.
The name is obvious and these people create websites to allow travellers to do reservations of hotel rooms online.
As more and more people are starting to use the cyber world to help them plan their travel, this is really a good and effective way to promote the hotel.
Such examples are...
- Tripadvisor.
- Expedia.
- Travelocity
- hotel.com
All these potential consumers will be able to view a lot of information of the hotel and read reviews before even going down to hotel itself.
These operators charge a commission for every room sold, but such charges are often negotiable.
But that's not all, there are 3 types of Web site Operators.
(1) TRADITIONAL DIRECT-TO-GUEST module.
(2) OPAQUE RATE model.
(3) MERCHANT model.
(1) TRADITIONAL DIRECT-TO-GUEST model.
The room rates are posted on the hotel's OWN website and guests would be able to book the rooms directly with the hotel.
(2) OPAQUE RATE model.
In this case, room rates are NOT SEEN by guest UNTIL they have 'successfully bid' for a room. The website operator will ask the hotel if the hotel is ok with the price offered by the guest and see how.
Example:
- Priceline.com
(3) MERCHANT model.
This is something similar to booking directly from the hotel. However the guest would pay the operator to pay the hotel.
Something attractive about this model is that this model would show the room rates which are often heavily discounted on the webpage.
Next, TRADE ASSOCIATIONS.
Creating trade shows.
For example, there is the NATAS exhibition in Singapore.
This showcase will allow vendors to showcase their products, promotional offers, services.
- Create networking opportunities with expansive network of top-level industry professionals.
Lastly, MICE.
M eetings
I ncentive travel
C onvention
E xhbitions.
Basically MICE is just some industry which is growing and bring a lot of people together and creates events.
For example, F1 Grand Prix, YOG, IMF World Bank Meetings, Food & Hotel Asia.
THAT'S FOR TOPIC 3
~~~END OF TOPIC 3~~~
~~~ START OF TOPIC 4 ~~~
Topic Four: Departments in the Hotel
There are many functional departments in the organization structure of the hotel.
- Front Office.
- Food and Beverage.
- Financiall Management.
- Housekeeping.
- Marketing.
- Telecommunication.
- Engineering & Security.
- Human Resource.
- Facilities Management.
In every department, there will be always someone who is controlling all the process.
In the topic, we would need to know about the general manager.
The GM is the head of the hotel and is the most important human variable who will affect a hotel's short-term profitability.
What are his roles?
Well, he basically has 5 roles;
1) Investor Relations.
2) Bond Affliliation Management.
3) Community Relations.
4) Executive Committee Development.
5) Property Management.
Let's zoom into each role.
Firstly, Investor Relations.
It basically talks about the communication between the GM and those who own and invest in the hotel.
The owners will look to the GM to create positive influence on the hotel's standing in the market, its physical condition, its profitabilty. Since the owners are still considered the big bosses, the GM would still have to continue watching and report the 2 aspects of revenue;
(a) Hotel Business ( Operating business success, expenses, income. )
(b) Hotel as Real Estate ( Land, Physical Structure )
The GM would then ASK the owners about additional funds that the hotel would need.
For example, there might be lifts getting spoilt and we would need money for replacement. All these money would be requested by the GM from the owners.
Secondly, Brand Affliliation Management.
The name itself is obvious.
As many hotels nowadays have branding names. They must make sure that they live up to their brand names.
Hence, the GM would also need to take note and monitor the operational standards set by the brand to ensure property conformance.
At times, the franchise branding officials would need to talk to the GM about some marketing and saes programmes.
This is just like my working place. They would always need to contact the headquarters and find out what's the latest promotions that they would want to launch.
That being said, if the hotel is unable to meet the standards set by the franchise branding officials, they would have to void the contract and close down.
Thirdly, Community Relations.
Again, the name itself is so obvious.
The government would have links with the hotels.
For example, let's talk about some famous hotels in Singapore.
The government would depend on them to expand the tourism opportunities in a country.
Some examples like Charity events or sitting on social committees. ( Honestly, I don't understand this part.)
In addition, there would also be cooperate social responsibility such as education, financial aids to the needy, support to the community. ( I have no idea the GM of the hotel would do that. )
Fourthly, Executive Committee Development.
Alright, this entire role is basically about training the staff under the GM to be equally as capable as him so that the GM doesn't have to worry all the time if those people are doing their jobs.
This is because sometimes, there would be some specific areas in which the managers may be more conversant than the GM.
However, that being said, the GM must also be familiar with what goes in each department and hence professionally plan the development plans of his directors.
Together with the hotel managers who make up the Executive Committee.
Let me give you guys a really good link.
A successful GM is like a good football coach; he may not have the ability to play all the positions in the field, but he is still able to nurture a winning team.
Lastly, Property Management.
The GM is to plan, organize, direct and control the overall property management plan of the hotel; So as to complete the follow points..
- Ensure profitability.
- Service Levels.
- Efficiency.
- Other goals set by the property owners.
FINALLY, that's all about the roles of the GM.
Just to end off Topic 4, I would like to share about the Resident Manager.
The Resident Manager is only necessary in larger hotels.
The RM works directly under the GM and is likely to be someone who has been working in the establishment for qiute a while and is promoted.
His role is to assisst the GM and cover his duties when the GM is not around and representing him in departmental meetings and stuff like that ( Taking responsbility for major hotel projects like refurbishment. )
~~~ END OF TOPIC 4 ~~~
Alright guys.
This is the end of studying blog post!
Thanks for allowing me to rant ;)
Wish me luck tomorrow man.
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