LODGING

MICRO PERSPECTIVE IN TOURISM & HOSPITALITY MARCH 20, 2019

LAQUIAN | ONG | MIRANDA | PASCUAL | RONQUILLO

INTRODUCTION
INTRODUCTION

The hospitality industry can probably be

termed as one of pioneering commercial
business of this world. It is part of the
larger business initiative- the tourism
industry. This industry supplies a
different services ranging from travel
arrangements, accommodation facilities,
food & beverages to leisure and
recreation activities.
INTRODUCTION

According to Swain & Mishra (2011) the hospitality business is based

on the culture of serving guests with warmth and care so that they feel
comfortable and secure. They have also stated that hospitality is the
fundamental need for travelers, pilgrims, wanderers, tourists etc.
because it gives them a strong feel of being on their home even if
they are away from their home.
INTRODUCTION

As per British law, a hotel is a place where a bona fide traveler can
get food and shelter, provided he is able to pay for it, and is in a fit
condition to be received. A hotel is thus a commercial establishment
that provides accommodation, meals and other services to the guest.
The hospitality industry generates a lot of employment all over the
world, directly as well as indirectly for example guides and escorts,
suppliers and sellers of local handicrafts. It also brings a lot of
valuable foreign exchange, as people who travel to other countries
and spend money on accommodation, transport, shopping and
sightseeing.
INTRODUCTION

The concept of inns and lodging houses came into being to satisfy the
needs of the travelers. The earliest recorded inns were in 500 years
B.C. They were the earliest form of hospitality service. The term
“Inn” is derived from the word “Malon” which means signifying a
resting place for the night.
POLICIES/RULES
POLICIES/RULES

Hotel rules / House rules are management

policy or agreements between the guest and
the hotel. Usually, these policies are
mentioned on the guest registration card
which is signed by the guest at the time of
check-in. Attached here in this chapter are
the sample of Hotel Rules and Regulations
that the Guest need to follow in order for
them to have a good and pleasant stay in the
said establishment
POLICIES/RULES

The following Hotel Policy/House Rules have been established based

on industry standards, management and operational procedures, and
personal experience of owning and operating the All Seasons Inn &
Suites since 2007.
• 100% SMOKE-FREE
• CANDLE, INCENSE, ESSENTIAL OILS
• NO-COOKING, COOKING APPLIANCES, COMBUSTIBLES, OR FIREWORKS
• GUARANTEED RESERVATIONS
• CHECK-IN TIME: 4:00 p.m.
• CHECK-OUT TIME: Room rental period expires at 11:00 a.m.
• EARLY CHECK-IN/PRE-REGISTRATION
• CHECK-IN REQUIREMENTS
POLICIES/RULES

• PRE-AUTHORIZATION AT CHECK-IN
• GUEST REGISTRATION
• CHECK-OUT PROCEDURE
• EARLY DEPARTURE
• SPECIAL REQUESTS
• PAYMENT: All reservations and registration must be guaranteed with a valid major credit
card. We accept Visa, Master Card, American Express, and Discover Card.
• CHECKS AND CHECK CASHING
• DEBIT CARD/CREDIT CARD HOLDERS
• DEPOSITS AND GUARANTEES
• RESERVATION AND PAYMENT FOR GUESTS BY PRIVATE THIRD PARTIES
• CREDIT CARD AUTHORIZATION BY CORPORATE THIRD-PARTIES
• GIFT CERTIFICATES & PREPAID BOOKINGS
POLICIES/RULES

• TAX EXEMPT GUESTS • ADDITIONAL BEDDING

• RATES • MAXIMUM OCCUPANCY
• RIGHT TO REFUSE SERVICE • ROOM KEYS
• QUIET HOURS • HOUSEKEEPING/ROOM INSPECTION
• VISITORS • LINEN CHANGING
• CONTINENTAL BREAKFAST • LOST & FOUND POLICY
• CONNECTING ROOM POLICY • FOUND ITEMS
• DISCOUNTS • RETURN
• CANCELLATION • UNCLAIMED ITEMS/NO CONTACT
• NO SHOW CHARGES • HOT TUB
• GROUP RESERVATIONS • ALCOHOL POLICY
• HOUSE RULES • FIREARMS AND WEAPONS
• DO-NOT DISTURB AND ACCESS TO
ROOMS
• CHILDREN
POLICIES/RULES

• BICYCLES/HOVER BOARDS/ROLLER • INFESTATION

BLADES • PARKING AT OWN RISK
• IN CASE OF EMERGENCY OR FIRE • DAMAGE AND/OR THEFT OF HOTEL
• FIRE SAFETY POLICY PROPERTY
• NO IN-ROOM PARTY • DAMAGE DISCOVERED AFTER
• FREE WIFI ACCESS CHECK-OUT
• ENFORCEMENT • DAMAGE TO ROOM
• TERMS & CONDITIONS • DAMAGE TO MATTRESSES AND
• LINKS BEDDING
• ILLNESS AND EPIDEMICS • DAMAGE OR TAMPERING WITH FIRE
DETECTION SYSTEMS/FIRE-
FIGHTING EQUIPMENT
• CHANGES OR MODIFICATION TO
THE HOTEL POLICY/HOUSE RULES
• BUSINESS CENTER
ADVANTAGES & DISADVANTAGES
ADVANTAGES & DISADVANTAGES

According to UK Essays 2016, hospitality industry covers a huge

range of organizations which have lots of categories of fields. Those
fields in the hospitality industry are travel & tourism, restaurant, and
recreation. Besides that, there are advantages as well as disadvantages
in every businesses and people. Although hospitality industry is a
very wide scope industry but it mainly focuses on the two largest
establishments throughout the world.
ADVANTAGES & DISADVANTAGES
ADVANTAGES OF LODGING

• Nowadays, people usually stay in other city or town and away from their home for some
certain period of time. Lodging is the only place for them to stay during that time.
• The guest can put away their stress on doing housework such as cleaning and laundry
because in the lodging, those services are provided.
• leisure places such as gymnastic room or swimming pool is another attraction for the
consumer to make their choice staying in a hotel.
• The company can provide a lower cost which can provide a lower price for the customer
than the competition offers.
• They are almost always conveniently located near to major transport links such as
motorways, train stations and airports.
• The majority also include bars and restaurants, so you don’t need to worry about catering
while you’re away.
ADVANTAGES & DISADVANTAGES
ADVANTAGES OF LODGING

• The strategic location of the hotel that can allow the guests to view nice and beautiful
scenery.
• The guest can have a memorable view and release tension by just looking out from their
room.
• Other than the lodging, guests are also concerned about the quality of entertainment such
as pub, snooker center, golf field, casino and theme park. For guest who wants to release
stress and is searching for entertainment, this is the best attraction to them.
ADVANTAGES & DISADVANTAGES
DISADVANTAGES OF LODGING

• In large hotels, a long queued line at the reception area is the common things in most of
the large lodging. The main reason that causes this problem is the failure of the
management.
• The most common problem that occurs in large hotels is lack of staffs. This problem can
cause the guest to get angry while waiting to be served. Besides that, the insufficiency of
the staffs may also cause another staff to suffer. This problem can cause a big problem and
complains from a guest as they wait to be served or assisted by the staff while the staff is
busy handling other guest.
CONTENT
CONTENT
Types of Lodging

• Airport Hotel = Located near the airport

• Casino Hotel = Serve only one purpose- to serve guest who wants to gamble.
• Downtown Hotel =Located at the center of the city in busy commercial and shopping district.
• Motels = Located along highways and road junctions.
• Resort Hotel = • It is a full service lodging facility, intended primarily for vacationers and
usually located in places frequented for relaxation or recreation, such as beaches, seashores,
historic areas, ski parks, spas.
CONTENT

Hotel Classification

Hotels may be classified by the number of rooms. The size of hotels directly influence the size
of the House keeping brigade.

• 25 rooms and less ---------------- Small

• 26-100 rooms _-------------------- Medium
• 101-300 rooms ------------------- Large
• 301- 1000 rooms ---------------- Very large
• Above 1000 rooms -------------- Mega
CONTENT

Revenue Division / Departments

A Hotel has two major revenue producing divisions:

1. Accommodation: Is responsible for the sales of rooms, driven front office department
supported by department such as House-keeping, Laundry, Telecommunication, Health Club and
Engineering, who make rooms saleable.

The Hotel Organization

Accommodations:

Front Office: The heart of the hotel that makes room reservation, provides them with information
during their stay.
CONTENT

Basic functions of the front office:

• To sell rooms • To control guest room keys
• Reserve rooms for the guest before their
arrival • To provide in-house and external
• To register guest into the hotel information to guest (Telecommunication)
(reservation) • To maintain accurate room status
• To assign rooms (reception) information
• To coordinate with other services (Guest • To maintain guest accounts and settle their
relations desk) bills. (Front office cashier)
CONTENT
Uniformed services: (Collective term for lobby service)
Lobby manager: Coordinates all guest services from a Central point.
Concierge: Provides personalized service and information in large hotels to the guest, during their stay
and also offer mail and messaging. Services.
Bell Desk: Coordinates the movement of guest baggage, responsible for distribution of daily newspaper
to the occupied guest rooms, executive offices, business centers and the coffee shop.
Doorman: Is a person who welcomes guest at the hotel portal, helps in off-loading And loading guest
luggage, if required.
Valet: Is responsible to provide car parking services, his challenge is to keep a track of the car keys and
return them to the rightful owner.
House Keeping: Is responsible for the cleanliness, maintenance and the aesthetic standard of hotel.
CONTENT

Different section of housekeeping are:

A. Housekeeping Desk: Which passes information to housekeeping staff working at various

parts of the hotel.
B. Linen and Uniform room: coordinates with the laundry for the supply of clean and linen and
uniforms.
C. Horticulture: tend all landscape, gardens and nurseries.
D. Flower shop: where flowers are produced and prepared for decorating in rooms, lobbies or
buffet tables and sold to customers.
E. Lost and Found section: to deposit misplaced guest belongings.
F. Guest room cleaning: brigade who clean and maintain all guest-rooms for sale.
G. Public area: brigade who are responsible for the cleaning of the front office, lobby,
restaurants and other areas.
CONTENT

Laundry: This is a critical department that launders the volume of bed linen, restaurant linen
staff uniform Guest garments.
Engineer: This department is responsible for the supply of air conditioning (or heating),
lighting, mechanical, electrical, carpentry, electronic and civil works of the hotel.
Health Club and Recreation: This department is considered a minor revenue department but
with a huge impact on a guest p0rofile that is getting increasingly health and physical-fitness
conscious.
Provide tennis court and squash courts.
CONTENT

2. Food and Beverage: Is responsible for the sales of food and beverage, through food outlets
like restaurants, room service , bars and banquets , supported by kitchen and stewarding
departments

Restaurant: Is a commercial establishment committed to the sale of food and beverage.

Room services: A food service operation, it provides food and beverage to guest rooms.
Bars: Dispenses wines, liquor , spirits , juices , aerated water , cigars and cigarettes.
Banquets: Is a major venue area with food and beverage, They cater to various occasions in
dedicated function rooms within the hotel premises as well as outdoor sites away from the hotel.
Kitchens: The place where food is prepared.
CONTENT

GENERAL RULES FOR ALL HOTEL EMPLOYEES

1. Always deal with guests and co-workers in a professional way.

2. Respond to your guest’s call immediately.
3. Always greet your guests with a smile and a warm welcome.
4. Report your work 15 minutes earlier to take the duties of the next shift.
5. Always wear complete uniform and maintain proper grooming standardized in the hotel
establishment.
6. While servicing, stand and walk straight. Do not lean on walls or corners.
7. Perform your duties only in the area that you are designated to by your supervisor.
8. Keep the television or the radio off while cleaning the guest room.
9. If you find any cash or valuable items in the guest room report it in the lost and found
department.
10. Take care of all guests belongings.
CONTENT

11. Never ask for any tips.

12. Always be honest to your work.
13. Do no smoke, drink, or chew a gum while working.
14. Always stay calm in front of the guests.
15. Do not bring any food from the staff canteen.
16. Do not enter through the guest entrance. Always use staff entrance to enter the hotel.
17. Restrain yourself from laughing, talking loudly, running along the guest corridors, whistling,
singing, or cursing during your duty.
18. Do not make promises that exceeds your authority.
19. Never discriminate against any people, regardless of nationality, race, religion, color, or sex.
Give them an equal treatment.
20. Avoid personal phone calls during working hours.
21. All hotel employees should help keep the hotel clean.
PROBLEM & ISSUES
PROBLEMS AND ISSUES

• High competition - Hotel industry is a ever blooming business. Travel and tourism keeps on
growing every year. Travelers always look for the perfect accommodation. Due to very high
demand in accommodation, the competition is also high in this business.

• Improper marketing effort - As the technology is improving day by day, there are lots of
options available for the hotels in capturing their market space online. But according to a
recent survey in the year 2016, almost 70% of the hotels across the world still follow the old
marketing practices. Due to poor marketing efforts, sales and brand recognition gets affected
to high extent.

• Energy management difficulties - With rising electricity prices and increasing pressure to
cut carbon emissions, saving energy is the no.1 on hotelier’s priority list.
PROBLEMS AND ISSUES

• Poor customer satisfaction - With the lack of food resources and staffs, most of the hotels
provide low-quality foods to their customers. Once you get a bad recognition in your area /
locality / city, it is very difficult to regain the good position.

• Lack of productive chefs and managers - Finding the right cooks, labors and managers may
be a difficult task, especially if you are small hotel owner. Usually, five star hotels (luxurious
accommodation providers) recruit professional cooks at high cost. Hence it is a hectic job for
the low-budget hotels to find the right persons.

• High service rates - Whether you provide a high-quality or low-quality service, make sure it
is affordable to the end users. High service rates can divert the visitors to your competitors.
PROBLEMS AND ISSUES

• Cleanliness issues - As hospitality businesses usually operate around the clock and slow
periods in which staff can conduct some minor cleaning are never guaranteed

• No proper transportation facility - Hotels should be ready to provide transportation facility

24x7 from all the major pick-up points of a city or town.

• Lack of refreshing events and entertainment - Conduct events & entertainment shows on a
regular basis to attract more audience to your business. Go a mile extra to improve the re-visit
rate of your hotel.
PROBLEMS AND ISSUES

Security challenges - This is one of the major problems in hotel industry. Different types of
security challenges are,

1. General theft and other crime

2. Public violence
3. Terrorism
4. Armed robbery
5. Credit card fraud
6. Cybercrime issues
7. Identity theft
8. Sexual abuse on women
9. Racial discrimination
10. Risk of food poisoning
RECOMMENDATION
RECOMMENDATION

• High competition - For this problem we therefore recommend that the management of a
certain accommodation/ lodging establishment should finalize a certain marketing strategy
and formulate a better plan in order for them to succeed in the high competition between the
hotel establishments in a peak and holiday season.

• Improper marketing effort - We recommend that the management of a certain lodging

establishment should maximize and improve their strengths and to work on and formulate a
better plan and solution in resolving their weaknesses.

• Energy management difficulties - There are two solutions for effective energy management.
One is voltage optimization, which works to reduce the incoming power to premises for
reducing the energy consumption and protect electrical equipment. The other is energy
management systems, which switch on and off appliances depending on the occupancy of a
room.
RECOMMENDATION

• Poor customer satisfaction - Our solution with this as a future hotelier’s, our main goal and
main mission is to meet the satisfaction of every guest that visits the establishment, So the
management should give a certain incentive in a form of money or travel in order to boost the
morale of the hoteliers in providing quality services to every guest.

• No proper transportation facility - Our solution with this problem is that the management
should plan a certain way in order to solve this transportation facility problem . One of the
major aspect in the satisfaction of the guest is the Complete, Clean and excellent facilities.

• Lack of productive chefs and managers - Our solution to this problem is that the
management should have a MOA (Memorandum of Agreement) In a certain university to
accept OJT Students, In that way They can train this students and absorb it after their OJT in
order for them to have a complete number of Productive Chef’.
RECOMMENDATION
• High service rates - Make sure that the establishment doesn’t have any hidden charges in the
overall bill of the guest because it can also affect the image of the establishment to the people.

• Cleanliness issues - Many companies choose to hire a professional cleaning service. This is
the best way to ensure that all the requirements are met and it doesn’t mean you have to take
valuable time out of your day to enforce the fact that everything is completed.

• Security challenges - The best way to solve this problem is to hire professional guards that
would help to maintain peace and order in the establishment and would keep every guest safe
inside the lodging establishment. Installing CCTV’s will probably have a big help in the
security of a lodging establishment.

• Lack of refreshing events and entertainment - Conduct events & entertainment shows on a
regular basis to attract more audience to your business. Go a mile extra to improve the re-visit
rate of your hotel
CONCLUSION
CONCLUSION

We learnt about the meaning of hospitality and the stages of hospitality industry
development from traditional to advanced stage and learnt that hospitality management
means how to cater for people in a friendly and cheerful manner to enable the guest
appreciate in services. Besides that, we have learned about the meaning and the importance
of housekeeping Department in hotel, motel and different lodging establishments we also
learnt the different kinds of accommodation based on number of rooms, type of clientele,
and facilities offer. We have learn about the interdepartmental co-operations among
various departments of the hotel and the importance of hotel industry in our society.
Furthermore, we also learnt the different problems and issues of a lodging establishment
and as a future hotelier’s we are able to give our own recommendations and solutions in
order to solve this problems. Lastly we have learnt and understood the different rules and
regulations of a lodging establishment, and how every guest needs to obey this rules in
order for them to have a peaceful stay in the establishment.