THE ACCOMMODATION INDUSTRY

A brief history
First inns: private homes offering accommodation to travelers By 500 B.C. there were establishments in ancient Greek cities that offered food and drink to travelers; the Romans built stations where travelers could change carriages and rest In Europe and America: inns were along the roads at a distance a horse could travel a day 17th c.: in Europe inns became important social gathering places In America: hotels became the centers of private entertainment and public celebrations 1829: Tremont House in Boston (extensive plumbing, heating by steam, elevators, bellboys, front desk employees, locks, electric lamp)

 1829: Tremont House in Boston (extensive plumbing, heating by steam, elevators, bellboys, front desk employees, locks, electric lamp) Railroadscarairplane: changes in the hotel industry in the 19th-20th century Hotels next to the railroad stations Trains increased the amount of business travel + demand for uniform standard hotel quality Cars development of restaurants and motel chains End of WWI: beginning of commercial aviation Mass transportation resort areas (Caribbean and Hawaii); in-flight food catering, airport hotels and restaurants became big business

Latest trends in tourism

Toward large corporate-operated hotel Due to the big competition no longer a firm distinction between the different types of hotels Luxury hotels often use executive floors, where rooms cost up to 20 percent more. These rooms are for business travelers, and are wellequipped (fax machines, modem links, lap top computers and mobile phones on hire, fitness facilities, whirlpool, hydro-massage system etc). Bonus points, Loyalty Cards

Types of accommodation facilities

a) Motels suit the business motorists and tourists who need an overnight stop good standard of accommodation at a set price only bedrooms up to four people en suite facilities, coffee and tea-making, TV, telephone staffing is minimal (no food)

b) Timeshare villas/apartments/rooms a timeshare owner purchases the right to occupy a self-catering apartment, suite or room in a hotel or leisure club for a specified number of weeks per year, over a period of years, or possibly indefinitely there is a one-off payment + modest annual maintenance fee timeshare buyers can temporarily swap their holiday through international exchange organizations

Advantages of timeshare for hotels: inclusion on a national register opportunities to increase occupancy extend the holiday season increased use of restaurant improved bar takings up-front monies are generated provides funds for refurbishment development

and

Disadvantages of timeshare for hotels: timeshares will rightly feel that they own the place after sales care may be difficult to arrange

c) Guesthouse, Pension, Bed and Breakfast B&B: a lodging operated out of a large single family residence; the staff are often members of the owners family d) Clubs 2 basic types of clubs: city clubs and country clubs other types: yacht clubs, fraternal clubs, military clubs

The hotel industry

the hotel product consists of location, facilities, image and services tourist hotels suffer from seasonality business hotels suffer from periodicity

Different types of hotels according to :

a) Location: in an established central tourist area (in a city center) in a new commercial development site (in the area of BP international fairs) in a suburban residential area (outside any city center) b) Owners of the hotel family hotel hotel chain c) Facilities, services and price d) Clientele: business people liner groups holidaymakers

HOTEL TYPES
country house business hotel convention hotel resort hotel airport hotel luxury hotel motel
Boutique Hotels: some of them are historic or elegantly contemporary, but they are all unique in architectural style, classy interior design, personalized service; absolute intimate atmosphere, maximum number of rooms: about 100.

HOTEL RATING SYSTEMS

The most commonly used rating system in Europe is the one to five stars classification; in the US diamonds are awarded The best known grading systems are operated by the AA (Automobile Association) in Britain and by the AAA (American Automobile Association) in the US

 (one star) low budget hotel: staff are polite, most of the rooms are en suite, reasonable choice of food and wines available (two stars) budget hotel: all rooms are en suite and have a TV, substantial choice of food and wines available (three stars) medium class hotel: skilled staff + a receptionist, all rooms are en suite with remote control TV and direct-dial phone, restaurant + bar. (four stars) first class hotel: formal, professional staff; 24-hour reception; en suite bathrooms have high quality toiletries; services: porterage, 24-hour room service, laundry and dry-cleaning; quality food (five stars) luxury hotel: spacious and luxurious accommodation; en suite rooms provide extras; high quality cuisine, superior wines

Hotel Organization

Hotels are organized into functional areas or departments based on the service the hotel provides.

HOTEL MANAGEMENT General Manager: is responsible for attracting guests and making sure they are safe and well served, he has to set short and long term goals, organize the overall operation of the hotel, motivate and communicate. Many hotels include one or more assistant managers. Catering Manager: promotes and sells banquet facilities. Head/Executive Housekeeper: a large hotel has a large department headed by an executive housekeeper, with several assistants and a lot of chambermaids and housemen. Chief Engineer: is responsible for technicians who deal with heating, air conditioning systems, elevators, escalators, electricity and plumbing.

 Food and Beverage Manager: directs food and beverage production and service. He is responsible for the training of kitchen and dining room staff, quality control and pricing. He helps plan the menu and select drinks. Controller: he is in charge of the accounting department and prepares budgets and statistics and writes reports. Human Resources Manager: is responsible for recruiting and training. Marketing and Sales Manager: he writes the marketing plans and sales reports. Resident Manager: in charge of the rooms division: front office, reservations, housekeeping and security. Systems Manager: computer expert; writes programs.

FURTHER HOTEL JOBS

Front office manager Receptionist Room Clerk/Key clerk Front Office Cashier Night Clerk/Night Porter Bellboy Porter Doorman Cloakroom attendant Concierge Telephone switchboard operator Elevator/Lift boy Housekeeper Floor attendant Chambermaid/Room maid Sauna attendant Storekeeper Maintenance staff

HOTEL SERVICES AND FACILITIES

Conferences/Banquets Health or fitness facilities Central heating Lift Parking Childrens facilities Family rooms Laundry/valet service Facilities for disabled Swimming pool Restaurant Wheelchair access Safety box Sauna/Solarium Dogs/pets allowed Four-poster bed Tennis court Fishing Foreign language spoken Credit cards accepted Recreation/games room Bar Mini-bar in bedrooms Air-conditioning Organized BBQs

ROOM TYPES AND RATES

single rooms double rooms (one large bed) twin rooms (two separate beds) connecting/adjoining rooms family room (four or more beds) junior suite (bedroom and sitting room with a partition) penthouse (suite at the top of the building) suite (bedroom and sitting room) Hotels want to increase their occupancy rate and maximize their revenue by offering a wide range of different tariffs.

Rates could be: Rack rate (standard): regular rate for a hotel room Corporate: usually offered for those traveling on business Weekend: discounted rate offered during a weekend period Employee: discounted rate for hotel employees Senior Citizen: discounted rate for senior citizens Special/Promotional: discounted rate offered during a low period Package: rate including amenities, meals etc. in addition to room accommodation Family Rate: rate offered for families traveling together Group and Tour: special rates offered for a travel agency or tour group Negotiated: rate negotiated by a hotel company with a specific client

Room rates including services: European Plan (EP)/Room Only (RO) service: meals are not included Continental Plan: room + continental breakfast Modified American Plan (MAP)/halfboard/demi-pension: room + breakfast and one other meal American Plan (AP)/full-board/full-pension: room + 3 meals a day Bermuda Plan (BP): room + full American style breakfast