ShangriLa Hotel

1
Shangri-La Hotel

• Toronto
• Open in 2011
• 364US Million Dollars
• 65 Story Tower
• CHI, The Spa
• Screening room/Theatre
• Terrace

2
American Hotel Lodging Association

• AHLA is a 93-year-old federation of state
  lodging associations throughout the United States
  with some 11,000 property members nationwide,
  representing more than 1.5 million guest rooms.
  AHLA provides its members with assistance in
  operations, education, and communications, and
  lobbies on Capitol Hill to provide a business
  climate in which the industry can continue to
  prosper. Individual state associations provide
  representation at the state level and offer many
  additional cost-saving benefits.

3
The Top 5 2005

• InterContinental Hotels Group www.intercontinental
  .com
• BRANDS Candlewood, Centra, Crowne Plaza, Forum
  Hotel, Holiday Inn, Holiday Inn Express, Holiday
  Inn Garden Court, Holiday Inn Select, Hotel
  Indigo, Inter Continental, Parkroyal, Posthouse,
  Staybridge Suites, Sunspree Resorts Toby
  Hotels.
• Cendant Corp www.cendant.com
• BRANDS Amerihost Inn, Days Hotel, Days Inn, Days
  Serviced Apartments, Howard Johnson, Howard
  Johnson Express, Knights Inn, Ramada, Ramada
  International Plaza, Ramada International Hotels
  Resorts, Ramada Limited, Ramada Limited, Ramada
  Plaza, Super 8, Thriftlodge Travelodge
• Marriott International www.marriott.com
• BRANDS Courtyard, Fairfield Inn, Marriott
  Conference Centers, Marriott Executive
  Apartments, Marriott Hotels and Resorts,
  Renaissance Hotels Resorts, Residence Inn,
  SpringHill Suites, The Ritz-Carlton TownPlace
  Suites
• Choice Hotels International www.choicehotels.com
• BRANDS Clarion, Comfort Inn, Comfort Suites,
  Econo Lodge, MainStay Suites, Quality, Quality
  Suites, Rodeway Inn, Sleep Inn
• Hilton Hotels
• BRANDS Conrad, Doubletree, Doubletree Club,
  Embassy Suites, Embassy Vacation Resort, Hampton
  Inn, Hampton Inn Suites, Hilton, Hilton Gaming,
  Hilton Garden Inn, Homewood Suites Scandic Hotel

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General Manager

• General Manager
• Chief Operating Officer (COO)
• Relating to guests and employees
• Overseeing and coordinating operations
• Increasing profitability

Hoteliers always remember they are hosts
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General Manager Other Managers within the Hotel

• To be successful GMs/Managers should have strong
  abilities in the areas of
• Leadership
• Attention to detail
• Follow-through, getting the job done
• People skills
• Patience
• Ability to delegate effectively

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Biography Hilton
7
Interesting Fact

• In 2005, the lodging industry grossed 22.6
  billion in pretax profits. Total industry
  revenue increased in 2005 to 122.7 billion, from
  113.7 billion in 2004.

Source Smith Travel Research
8
Front vs. Back

• Front of House (FOH)
• Those employees that have direct contact with the
  guest
• Back of House (BOH)
• Those employees that operate behind the scenes to
  ensure the guest stay is satisfactory
• The number of departments depends on the size of
  the hotel and the level of service

9
The Executive Committee

• Executive Committee, comprised of key managers of
  the hotel
• General Manager
• Director of Human Resources
• Director of Food and Beverage
• Director of Rooms Division
• Director of Marketing and Sales
• Director of Engineering
• Director of Accounting
• Executive Committee Meetings

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Rooms Division

• Rooms Division
• Front Office
• Reservations
• Housekeeping
• Concierge
• Guest services
• Security
• Communications
• Organizational Chart See next slide!

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Figure 5-2Room Division Organizational Chart
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Front Office Manager(FOM)

• FOM
• Enhance guest services
• Sample of duties performed by FOM daily
• Review previous nights occupancy/ADR
• Review arrivals/departures/VIP rooms
• Staffing adjustments/scheduling
• Look over Market Mix
• Meet with lead Guest Service Associate (GSA)

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Scenario

• A person arrives at a hotel he /she has booked
  for a weekend break however there is no record of
  the booking. There is a room available but it is
  smoking (not non-smoking as he/she requested).
  The individual is exhausted and frustrated. You
  are working the front desk what would you do?

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Basic Functions of theFront Office

• Front Office is the
• Heart of the Hotel
• The Hub or Nerve Center of the Hotel
• The main function of the Front Office
• Sell rooms, goal 100 occupancy
• Maintain balanced guest accounts/folios
• Offer services such as faxes, mail, messages,
  etc.

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Room Status Codes

• Codes
• VR - Vacant and Ready
• VC - Vacant and Clean
• VD - Vacant and Dirty
• OR - Occupied and Ready
• OC - Occupied and Clean

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Figure 5-3The Guest Cycle
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Duties of aGuest Service Agent

• Guest Service Agent
• 700 am - 300 pm shift
• Check-outs
• Guest inquiries
• Room changes
• Work with housekeeping
• 300 pm - 1100 pm shift
• Check-ins
• Reservations

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Night Auditor

• Night Auditor
• Closes the books on a daily basis
• Posts charges
• Balances guest accounts
• Completes daily report

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The travel and tourism industry pays 171.4
billion in travel-related wages and employs 1.4
million hotel property workers.
Travel Industry Association of America, Bureau of
Labor Statistics
20
Different Room Rates

• Room Rates
• Rack rate
• Corporate
• Government
• Entertainment cards
• AAA
• Group rates
• AARP

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Key Operating Ratiosfor Daily Report
22
Hotel Occupancy Statistics

• Occupancy Statistics
• Room Occupancy Percent (ROP)
• Percentage of occupancy
• Rooms Occupied
• Total Rooms Available

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Hotel Revenue Statistics

• Revenue Statistics
• Average Daily Room Rate (ADR) pg. 178
• Total Rooms Revenue
• Total Number of Rooms Sold

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Hotel Revenue Statistics

• Revenue Statistics
• RevPAR
• Total Rooms Revenue
• Total Number of Rooms Available for Sale

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Property Management Systems (PMS)

• PMS
• Have enhanced a hotels ability to accept, store,
  and retrieve guest information, guest history,
  requests, and billing arrangements
• Computer-based applications
• Reservations management
• Rooms management
• Guest account management
• General management
• THISCO (Hotel Industry Switch Company)
• Created a pathway between lodging industry CRS
  airlines CRS which allowed travel agents to
  access rooms inventories

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Yield Management

• Yield Management
• Increases room revenue by using
  demand-forecasting technique
• Based on the economics of supply and demand
• Pricing is based on
• Trends of demand
• Type of room to be occupied
• PABS (Profit Analysis by Segment)
• Marketing analysis and cost analysis

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Remember for the Hotel Industry
HEADS ON BEDS!
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Reservations

• Reservations
• First area of guest contact
• A sales position
• Telephone skills
• Central Reservations System (CRS)

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Reservation Definitions

• Definitions
• Confirmed reservation
• Guaranteed reservation
• Advance deposit/advance payment
• No show
• 6 pm reservation

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Typical Reservation
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Communications or PBX

• PBX
• In-house communications, guest communications,
  voice mail, messages, and emergency centers
• Public Branch Exchange
• Includes many types of communication
• Faxes
• Messages
• Pagers and radios
• Emergency center

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Guest ServicesUniformed Service

• Uniformed Service
• Bell Captain or Guest Services Manager
• Door attendants
• Hotels unofficial greeters
• Luggage
• Bell persons
• Escort guests to their rooms

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Most Expensive Hotels in the U.S.
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Concierge

• Concierge
• Part of guest/uniformed services
• Elevate properties marketable value
• Typically in a luxury hotel

Canine Companion, Shopping Spree, New Mother
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Concierge

• Concierge (cont.)
• Unique requests
• Knowledge of city
• Several languages preferred

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Housekeeping

• Housekeeping
• Largest department in terms of people, 50 of
  hotel employees may work in this area
• Executive Housekeeper
• Cleanliness is the key to success

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• The number one complaint of hotel guests poor
  quality toilet paper. The reason for this could
  be that 48 percent of Americans confessed to
  inspecting the bathroom as their first order of
  business in a hotel room. Difficulty in
  controlling the temperature of the room was the
  second most often heard complaint.

Source Hospitalitynet.org
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Figure 5-9Housekeeping Personnel
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Duties of the Executive Housekeeper

• Executive Housekeeper Duties
• Leadership of people, equipment, and supplies
• Cleanliness and servicing the guest rooms and
  public areas
• Operating the department according to financial
  guidelines
• Keeping records

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Breaking the House Down

• Breaking Down
• Assignment of sections for cleaning
• SC - Checks out that day
• SS Stay-over
• XX - Out of order
• Based on standard of rooms cleaned per day by
  each housekeeper
• Housekeeping associates clean between 15-20 rooms
  per day
• Labor cost is examined as a controllable expense
  per room

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Other Duties of Housekeeping

• Duties
• Turndown service
• Hotel laundry
• Laundry and dry cleaning for guests
• General hotel cleaning
• Linen room

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Security and Loss Prevention

• Providing guest safety and loss prevention
• Security officers
• Equipment
• Keys
• Safety procedures
• Identification procedures
• ADA compliance

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Typical Lodging Customer

• 48 - Business Travel
• 52 - Leisure
• The typical business room night is generated by a
  male (68), age 35-54 (52), employed in a
  professional or managerial position (48) earning
  an average yearly household income of 82K.

Source DK Shifflet Associates, Ltd.