FUNDAMENTALS IN LODGING OPERATIONS
2021 04-TB-00050-0 978-621-04-3463-7 BS Hospitality Management
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LESSON 4 The Modern Hotelier: Right Knowledge, Skills, Qualities, and Attitude
SCAN ME
iv Hotel Showroom Procedure .......................................................................... 92 Room Reservation Procedure ........................................................................ 93 Check-in Procedure ........................................................................................ 94 Escorting the Guest Procedure ...................................................................... 95 Handling Guest Complaints.......................................................................... 96 Check-out Procedure ...................................................................................... 98 Valet and Concierge Services......................................................................... 99 Common Front Office Terminologies ........................................................... 99 Lesson Test ....................................................................................................... 101 LESSON 8 The Housekeeping Department Functions of the Housekeeping Department .............................................. 104 The Housekeeping Department’s Organizational The Importance of Product Knowledge....................................................... 38 Important Skills and Competencies of a Modern Hotelier........................ 42 What is Quality Guest Service?..................................................................... 45 Benefits of Having Qualified and High-Performing Hospitality Employees........................................................................... 47 Lesson Test ....................................................................................................... 49 UNIT II THE MODERN APPROACHES IN ACCOMMODATION AND LODGING MANAGEMENT LESSON 5 Establishing an Accommodation and Lodging Business Essential Business Functions in the Lodging Business .............................. 52 Setting the Right Vision, Mission, Goals, and Objectives .......................... 54 Steps in Setting Up a Lodging Business....................................................... 55 How to Start a Hotel Business? ..................................................................... 57 Lesson Test ....................................................................................................... 63 LESSON 6 Managing an Accommodation and Lodging Business Planning for a Lodging Business .................................................................. 66 Operational, Tactical, and Strategic Planning ............................................. 67 Organizing the Lodging Business................................................................. 69 Operating the Lodging Business................................................................... 73 Controlling, Monitoring, and Evaluating a Lodging Business ................. 75 Lesson Test ....................................................................................................... 77 UNIT III OPERATING THE ACCOMMODATION AND LODGING BUSINESS LESSON 7 The Front Office Department Functions of the Front Office Department................................................... 80 The Guest Cycle .............................................................................................. 82 The Front Office Department’s Organization Structure ............................ 86 Structure, Job Titles, Roles, and Responsibilities................................ 107 The Room Assignment Sheet......................................................................... 112 Guestroom Cleaning Procedure.................................................................... 114 Guestroom Cleaning Materials and Equipment ......................................... 115 Standard Operating Procedures in Inspecting the Room .......................... 119 The Hotel Laundry Service............................................................................ 120 The Public Area ............................................................................................... 121 Common Terminologies in the Housekeeping Department ..................... 121 Lesson Test ....................................................................................................... 125 LESSON 9 The Food and Beverage Department Functions of the Food and Beverage Department ...................................... 129 The Food and Beverage Department’s Organizational Structure, Job Titles, Roles and Responsibilities................................. 130 Types of Restaurants and Food Outlet Operations .................................... 134
CONTENTS
CONTENTS
Preface ...................................................................................................................... vii Acknowledgements ................................................................................................ ix UNIT I THE ACCOMMODATION AND LODGING SECTOR: A MACRO-LEVEL APPROACH LESSON 1 Fundamental Concepts of Accommodation and Lodging Operations Definition of Accommodation....................................................................... 3 Importance of Accommodation .................................................................... 4 What is Lodging Operations ......................................................................... 6 Classification of Accommodation ................................................................. 10 Lesson Test ....................................................................................................... 13 LESSON 2 The Accommodation Sector in a Global Perspective Current Global Trends in the Accommodation and Lodging Sector........ 16 Contemporary Issues in the Global Accommodation and Lodging Sector ................................................................................ 17 Opportunities and Future Developments in the Global Accommodation and Lodging Sector...................................... 20 Lesson Test ....................................................................................................... 23 LESSON 3 The Accommodation Sector in the Philippines: Current Trends, Issues, and Opportunities Current Trends in the Philippine Accommodation and Lodging Sector ................................................................................ 26 Contemporary Issues in the Philippine Accommodation Sector.............. 30 The Future of the Philippine Accommodation Sector................................ 31 The Philippine Hotel Classification System ................................................ 31 Lesson Test ....................................................................................................... 35
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LESSON 4 The Modern Hotelier: Right Knowledge, Skills, Qualities, and Attitude
The Importance of Product Knowledge....................................................... 38 Important Skills and Competencies of a Modern Hotelier........................ 42 What is Quality Guest Service?..................................................................... 45 Benefits of Having Qualified and High-Performing Hospitality Employees........................................................................... 47 Lesson Test ....................................................................................................... 49 UNIT II THE MODERN APPROACHES IN ACCOMMODATION AND LODGING MANAGEMENT LESSON 5 Establishing an Accommodation and Lodging Business Essential Business Functions in the Lodging Business .............................. 52 Setting the Right Vision, Mission, Goals, and Objectives .......................... 54 Steps in Setting Up a Lodging Business....................................................... 55 How to Start a Hotel Business? ..................................................................... 57 Lesson Test ....................................................................................................... 63 LESSON 6 Managing an Accommodation and Lodging Business Planning for a Lodging Business .................................................................. 66
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