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 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 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 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 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 Table Setting Guidelines ................................................................................ 138 Standard Operating Procedures of Table Service ....................................... 141 Lesson Test ....................................................................................................... 145 LESSON 10 The Sales and Marketing Department Structure, Job Titles, Roles and Responsibilities................................. 130 Types of Restaurants and Food Outlet Operations .................................... 134 Table Setting Guidelines ................................................................................ 138 Standard Operating Procedures of Table Service ....................................... 141 Lesson Test ....................................................................................................... 145 LESSON 10 The Sales and Marketing Department Functions of Sales and Marketing Department .......................................... 148 The Sales and Marketing Department’s Organizational Structure .......... 150 The Marketing Plan ........................................................................................ 152 The Sales Cycle ................................................................................................ 154 Hotel Booking Status ...................................................................................... 156 Fundamentals in Lodging Operations
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 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 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 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 III 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 II LESSON 5 Establishing an Accommodation and Lodging Business
Functions of Sales and Marketing Department .......................................... 148 The Sales and Marketing Department’s Organizational Structure .......... 150 The Marketing Plan ........................................................................................ 152 The Sales Cycle ................................................................................................ 154 Hotel Booking Status ...................................................................................... 156 Hotel Sales Promotions .................................................................................. 157 Lesson Test ....................................................................................................... 161 LESSON 11 The Finance Department Functions of the Hotel’s Finance Department............................................. 164 The Finance Department’s Organization Structure, Job Titles,
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2025 Higher Education Learning Solutions for the Hospitality and Tourism Program 317 Roles, and Responsibilities.................................................................... 165 Front Office and Back Office Accounting .................................................... 167 How to Understand Financial Reports?....................................................... 167 Lesson Test ....................................................................................................... 171 LESSON 12 The Human Resources Department The Human Resources Department’s Organizational Structure, Roles, and Responsibilities.............................................. 174
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