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problems?
Hypothesis
The following hypothesis were tested the study
2. |That there are some problems encountered in hotel and restaurant business
OBJECTIVES OF THE STUDY
The objectives of the study are as follows:
1.
2. To identify the measures undertaken to minimized if not totally eradicate the problems
encountered.
business and its various departments or studies related to it particularly the clients
expectation from them This may give them a clear picture of the business operations and
therefore, may also encourage them to put up similar establishment given the knowledge
and probably skills acquired in the conduct of the study.
Chapter II
REVIEW OF RELATED LITERATURE AND STUDIES
This chapter contains a review of foreign and locally borrowed materials written
by authorities in the field of the currently study being undertaken.
Inns are establishments where travelers can procure food, drink, and lodging.
Found in Europe, they possibly first sprang up when the Romans built their system of
Roman roads two millennia ago. Some inns in Europe are several centuries old. In
addition to providing for the needs of travelers, inns traditionally acted as community
gathering places.
"Inn" in more recent times has often come to denote a business serving alcoholic
beverages, especially in North America, where they are usually alcohol-serving
restaurants that have never provided lodging or serviced the needs of travelers.
The general prosperity following World War I made travel possible for more
people, and the volume of hotel construction increased greatly. Because of the growing
importance of business travel, most new hotels were situated near central business areas.
During this period the tourist court, the direct antecedent of the motel, was established;
most offered only minimal accommodations and no luxuries.
In Europe, it is the provision of accommodation, if anything, that now
differentiates inns from taverns, alehouses and pubs. The latter tend only to supply
alcohol (although in the UK the conditions of their license sometimes require them to
have a nominal supply of food and soft drinks).
especially in those attracting a large tourist trade. Hotels can be classified according to
location, facilities and services offered, and clientele served.
The first American hotels, successors to the early inns, differed from their
European prototypes by charging a fixed fee for food and lodging. The modern hotel in
America dates from the early days of railroad travel, when the modest hostelry, prepared
to entertain small groups of occasional guests, was forced to become a more commodious
and efficient institution to accommodate the great number of traveling salespeople.
Hotels may be classed as transient, residential, or resort hotels. With the growth of
suburban centers and the increase of travel by automobile, a form of transient hotel,
called a motel, became popular. In the 1990s, the "extended-stay hotel" for guests who
need a room for at least five nights was developed, especially for business travelers who
preferred more apartment-like accommodations for longer stays.
Hotels and other accommodations are as different as the many family and
business travelers they accommodate. The industry includes all types of lodging, from
luxurious 5-star hotels to youth hostels and RV parks. While many provide simply a place
to spend the night, others cater to longer stays by providing food service, recreational
activities, and meeting rooms. In 2006, approximately 62,000 establishments provided
overnight accommodations to suit many different needs and budgets.
Hotels and motels comprise the majority of establishments in this industry and are
generally classified as offering either full-service or limited service. Full-service
properties offer a variety of services for their guests, but they almost always include at
least one or more restaurant and beverage service optionsfrom coffee bars and lunch
counters to cocktail lounges and formal restaurants. They also usually provide room
service. Larger full-service properties usually have a variety of retail shops on the
premises, such as gift boutiques, newsstands, and drug and cosmetics counters, some of
which may be geared to an exclusive clientele. Additionally, a number of full-service
hotels offer guests access to laundry and valet services, swimming pools, beauty salons,
and fitness centers or health spas. A small, but growing, number of luxury hotel chains
also manage condominium units in combination with their transient rooms, providing
both hotel guests and condominium owners with access to the same services and
amenities.
Some commercial hotels are known as conference hotelsfully self-contained
entities specifically designed for large-scale meetings. They provide physical fitness and
recreational facilities for meeting attendees, in addition to state-of-the-art audiovisual and
technical equipment, a business center, and banquet services.
Limited-service hotels are free-standing properties that do not have on-site
restaurants or most other amenities that must be provided by a staff other than the front
desk or housekeeping. They usually offer continental breakfasts, vending machines or
small packaged items, Internet access, and sometimes unattended game rooms or
swimming pools in addition to daily housekeeping services. These properties are not as
costly to build and maintain. They appeal to budget-conscious family vacationers and
travelers who are willing to sacrifice amenities for lower room prices.
Hotels and other accommodations provided 1.8 million wage and salary jobs in
2006. In addition, there were about 40,000 self-employed and unpaid family workers in
the industry, who worked in bed-and-breakfast inns, camps, and small inns and hotels.
Employment is concentrated in cities and resort areas. As a result, lodging
establishments offer opportunities for those who are interested in owning and running
their own business. Although establishments tend to be small, the majority of jobs are in
larger hotels with more than 100 employees.
Hotels and other lodging places often provide first jobs to many new entrants to
the labor force. In 2006, about 17 percent of the workers were younger than age 25,
compared with about 14 percent across all industries.
The vast majority of workers in this industrymore than 4 out of 5 in 2006
were employed in service and office and administrative support occupations. Workers in
these occupations usually learn their skills on the job. Postsecondary education is not
required for most entry-level positions; however, college training may be helpful for
advancement in some of the occupations. For those in administrative supportmainly
hotel desk clerksand service occupations, positive personality traits and a customerservice orientation may be more important than formal schooling.
Service workers are by far the largest occupational group in the industry,
accounting for 65 percent of the industrys employment. Most service jobs are in
housekeeping
occupationsincluding
building
cleaning
workers,
maids
and
housekeeping cleaners, and janitors and cleanersand in food preparation and serving
jobsincluding chefs and head cooks, waiters and waitresses, bartenders, fast food and
counter workers, and various other kitchen and dining room workers.
OVERVIEW OF HOSPITALITY INDUSTRY Hospitality is about serving the guests
to provide them with "feel-good-effect". "Athithi devo bhavha" (Guest is God) has been
one of central tenets of Indian culture since times immemorial. Today hospitality sector
is one of the fastest growing sectors in India and is expected to grow at the rate of 8%
between 2007 and 2016. Nowadays the travel and tourism industry is also included in
hospitality sector. The boom in travel and tourism has led to the further development of
hospitality industry.
3. HOTEL INDUSTRY IN INDIA India is a destination for hotel chains looking for
growth. 'Hotel Industry in India' is eroding its competitiveness as a cost effective
destination. 'Indian Hotel Industry' is adding about 60,000 quality rooms, currently in
different stages of planning and development and should be ready by 2012. MNC Hotel
Industry giants are flocking India and forging Joint Ventures to earn their share of pie in
the race. The manpower requirements of the hotel industry will increase from 7 million
in 2002 to 15 million by 2010.
account for 75% to 80% of the revenues, with Delhi and Mumbai being on top. The
ARR and OC are the two most critical factors that determine profitability. ARR depends
on location, brand image, star rating, quality of facilities and services offered. The OC
depends on other seasonal factors. India is an ideal destination for tourists.
Approximately 4.4 million tourists visit India every year. In the hotel sector, a number of
multinationals have strengthened their presence. Moreover, Indian hotel chains are also
expanding internationally.
5. CLASSIFICATION OF HOTELS 1. Based on location City center: Generally
located in the heart of city within a short distance from business center, shopping arcade.
Rates are normally high due to their location advantages. They have high traffic on
weekdays and the occupancy is high. Example: Taj , Mumbai Motels: They are located
primarily on highways, they provide lodging to highway travelers and also provide ample
parking space. The length of stay is usually overnight. Suburban hotels: They generally
have high traffic on weekend. It is ideal for budget travelers. In this type of hotel rates are
moderately low. Floating hotels: As name implies these hotels are established on luxury
liners or ship. It is located on river, sea or big lakes. In cruise ships, rooms are generally
small and all furniture is fixed down. It has long stay
6. AIRPORT HOTELS: These hotels are set up near by the airport. They have transit
guest who stay over between flights Resort hotels: They are also termed as health resort
or beach hill resort and so depending on their position and location. They cater a person
who wants to relax, enjoy themselves at hill station. Most resort work to full capacity
during peak season. Sales and revenue fluctuate from season to season.
7. BOATELS A house boat hotels is referred as boatels. The shikaras of Kashmir and
kettuvallam of Kerala are houseboats in India which offers luxurious accommodation to
travelers Rotels These novel variants are hotel on wheel. Our very own "palace on
wheels" and "Deccan Odessey" is trains providing a luxurious hotel atmosphere. Their
interior is done like hotel room. They are normally used by small group of travelers.
8. 2.BASED ON SIZE OF PROPERTY Small hotel: hotel with 100 rooms and less
may be
termed as small hotels. Medium sized hotel: hotel which has 100-300 rooms
is known as medium sized hotel. Large hotels: hotel which have more than 300 rooms
are termed as large hotels. Mega hotels: are those hotels with more than 1000
rooms.
basic need of the guest by providing comfortable and clean room for a
comfortable stay. Mid market hotels: It is suite hotel that offers small
appropriate furniture and small bed room with king sized bed. Luxury hotels: These offer
world class service
These guest rooms contains furnishing, artwork etc. prime market for these hotels are
celebrities, business executives and high ranking political figures. Example: Hyatt
Regency, New Delhi.
10. 4. BASED ON THE LENGTH OF STAY Transient Hotel: These are the hotel
where guest
stays for a day or even less, they are usually five star hotels. The
occupancy rate is usually very high. These hotels are situated near airport. Residential
hotels: These are the hotel where guest
and up to a year. The rent can be paid on monthly or quarterly basis. They provide sitting
room, bed room and kitchenette. Semi residential hotels: These hotels incorporate
features of both transient and residential hotel.
11. 5. BASED ON THEME Heritage hotel: In this hotel a guest is graciously
welcomed, offered room that have their own history, serve traditional cuisine and are
entertained by folk artist. These hotels put their best efforts to give the glimpse of their
region. Example: Jai Mahal palace in Jaipur. Ecotels : these are environment friendly
hotels these
hotel use eco friendly items in the room. Example: Orchid Mumbai is Asia
first and most popular five star ecotel. Boutique hotels: This hotel provides exceptional
accommodation, furniture in a themed and stylish manner and caters to corporate
travelers. Example: In India the park Bangalore is a boutique hotel. Spas: is a resort
which provide therapeutic bath and
family. The occupancy varies as per season. These are spread out in vast areas so many
resorts have solar powered carts for the transport of guest. Suite hotels: These hotel offer
rooms that may include
act as like lawyers, executives who are away from home for a long business stay
13. COMMERCIAL HOTEL They are situated in the heart of the city in busy
commercial areas so as to get good and high business. They cater mostly businessmen.
Casino hotels Hotel with predominantly gambling facilities comes under this category,
they have guest room and food and operation too. These hotels tend to cater leisure and
vacation travelers. Gambling activities at some casino hotels operate 24 hours a day and
365 days a year. Example: Las Vegas in United State is Famous for Casino hotels.
14. MAJOR DEPARTMENTS OF HOTEL FRONT OFFICE: The main function of
this department is to give warm welcome to the guest. It helps to create good image in
front of the guest. This is the first department where guest comes in contact with. It
generates the maximum revenue for the hotel as it sells room to the guests. This also
includes sub departments like reservation, Bell desk, and Information desk.
15. FOOD AND BEVERAGE SERVICE: It is a department which serves food and
beverage to the guest in a very attractive and pleasing manner, which creates good
impression on the guest. There are several kind of food and beverage outlet like
restaurants, Bars, Coffee shops, take away banquets etc. It is second most revenue
producing department of the hotel.
16. HOUSEKEEPING: This department is responsible for cleaning and maintaining
hotel premises which include public area, guest rooms, lobby, swimming pool area etc. It
works for guest satisfaction through keeping the environment clean and hygiene.
Horticulture is one of the most important features of housekeeping department which
deals with different types of flower arrangement and maintaining the garden.
17. FOOD PRODUCTION It is a department with deals with the preparation of
different types of food items. It is not a visible department to the guest because it usually
works in the back area. Different cuisine has their own kitchen and specialized chef to
work on it according to their skills. Bakery departments comes under this which include
preparation of desserts, breads etc
development. There is still need to improve rail and road connections as well as general
infrastructure like power and water. Shortage of skilled employees Intense competition
and image of India
19. COMPETITION The country has been flooded by some of the world's leading
hotel brands. New brands such as Amanda, Satinwoods, Banana Tree, Hampton Inns are
planning to enter the Indian hospitality industry in joint ventures with domestic hotel.
Unitech, which is setting up two hotels in Delhi, has already formed a joint venture with
Marriott International to run its three new hotels in India. All other majors including
Marriott, Hyatt, Hilton, Accor, Four Seasons etc are briskly reinforcing their presence in
India.
20. SWOT ANALYSIS STRENGTHS Indias rich culture heritage Government
support Increase in the market share WEAKNESSES Poor support infrastructure Slow
implementation Susceptible to political events
hotel the Ritz-Carlton for around $170 million dollars (around 765 crore rupees). Due
diligence is likely to be completed soon. Indian Hotels is looking to strengthen its
presence in the
United States with this acquisition. It has also set up properties in the
Middle East, the United Kingdom and Africa. Its fierce rival, Oberoi group, has also
been active
Beatles, actors Michael Jackson, Douglas Fairbanks, Jr., and John Wayne, publisher
Henry Luce, entertainer Sammy Davis, Jr., Prime Minister Sir Anthony Eden, and many
various world leaders.
The main lobby was designed for sitting as well as for making grand entrances.
The rooms provide exceptional views of the city, especially the gardens of Rizal Park and
ruins of Intramuros. Manila Hotel is the first hotel in the Philippines to offer HBO among
other television network systems for all rooms. All rooms make use of the Ving Card
electronic card system for maximum security. The 570 fully renovated rooms that reflect
the hotels storied past blend with the conveniences of a modern luxury hotel. Other
amenities include traditional decor with elegant furnishings, individually controlled
central air conditioning, remote-control TV with cable channels, minibars, separate bath
and toilet with extension phone, and secure in-room safes.
The hotel's guest facilities and other services include limousine and luxury car
rental, a helipad on the roof deck, airport transfer and transport assistance, medical and
dental clinic, a business center with Internet access, 24-hour full menu room service, a
delicatessen, a barber shop and beauty salon, a florist, laundry service, a post office, an
in-house shopping mall, and arrangement of sightseeing tours. The Bay Club, Manila
Hotel's sports and health club, features a Jacuzzi, two tennis courts, and one squash court.
Guests also have access to a gym, a sauna, swimming pool with a wet bar, a game room,
and an indoor golf simulator. Other health club services include a whirlpool, wet sauna,
steam box, martial arts, swimming, massages, and tennis lessons.
In addition to these, Manila Hotel also served as the venue for the Philippines'
Oscars, the FAMAS Awards, for many years. From 1961 to 2002, the Manila Hotel
hosted twelve glittering incarnations of the annual awards night.
The hotel has seven restaurants and bars, covering a large portion of world
cuisines. They include the Champagne Room for French cuisine, the Cowrie Grill for
steaks and seafood, and Ginza, a Japanese restaurant with a wide selection of authentic
Japanese food. There is also a pool bar that serves drinks and sandwiches.
Microtel Inn & Suites Cabanatuan Nueva Ecija, Philippines
Great service, reasonable prices, consistency, and quality all in one package. This
is what youll find, and experience at Microtel Inn & Suites Cabanatuan. Though it offers
guests just the essentials, this hotel in Nueva Ecija doesnt sacrifice comfort and
efficiency. It provides cozy yet affordable accommodation, making you feel as if you
arent even on a budget. And since this hotel is part of the choice Microtel Inn & Suites
chain, you are assured of excellent value at every turn.
Days Hotel Philippines, Inc.
The hotel sensation that is Days Inn of America, known for its modest but
eminently comfortable rooms all over the United States, has gradually evolved in the
Philippines. The standard Days Inn, incidentally the world's largest and fastest growing
chain, has metamorphosed into a thing of beauty and grace here in the Philippines,
deserving of its change of name from Days Inn to Days Hotel.
Days Hotel was organized on Dec 6, 1993 and registered with the SEC on Dec
10, 1993. It is acknowledged as the world's largest and fastest growing hotel and
lodging chain. Days Hotel:
-
various
country.
organization
specializing
world
in
class
ownership
and
vehicle
rental
Institute
of
America.
Apart from being a family-oriented hotel, Days hotel chain are business hotels
as well, offering fully-equipped business centers and function rooms. Days hotel,
Tagaytay, for instance, beckons to conventioneers, accommodating up to 300
attendees at a time.
Days' hotel operations are standardized and service with a smile is a constant
element of our quality of service. It wanted to make sure to know their guests by name
and not just a number. This is made possible by utilizing the most sophisticated
communication procedure from Hotel Information System, Inc. [HIS], the largest
supplier of hotel management software services which is also being used by the world's
most exclusive hotels.
Chapter III
METHODOLOGY
The chapter discusses the method of research used in conducting this study, the
respondents of the study, the instrument used in gathering data and the statistical
treatment of data.
Research Method
The method of research used the study is the descriptive method. According to
Manuel and Medel (1994), descriptive method of research is a fact-finding study with
adequate and accurate interpretation of the findings. It describes the current conditions,
practices, situations or any phenomenon. This method will be used because it is the
most appropriate one in interpreting the findings gathered by the researchers. This study
described the business profile of the company, products and services, financial
performance, problems or difficulties and the actions undertaken to solve the problems.
This type of research method will answers questions and satisfies the curiosity about a
certain phenomenon it will also describes and elaborates the natures and causes of an
existing phenomenon at the time of study. The descriptive methods are concerned with
existing conditions.
interpretations of the data. The advantages of Descriptive method are concerned to its
meaning and significance of making adequate Interpretations of the study.
random basis of elements from a sampling frame. Each element has an equal chance or
probability of being chosen as subject of the study.
The persons subjected to interview are the owner, staff, workers and some
customers of different hotel specifically the Harvest and Microtel in Cabanatuan City
Method of Gathering Data
Two methods were primarily used in gathering the needed data to the study,
namely:
1.
Interview. And questionnaire checklist This was done with the aid of an
interview guide
contained questions on the business profile particularly the problems encountered by the
hotel. And the actions undertaken to solve them.
Statistical Treatment of Data
The data gathered from all questionnaires were treated statistically, tabulated and
computed with the used of frequency counts, percentage, weighted mean and ranking.
Frequency and Percentage Distribution
This is the method to describe the data on profile, it is a listing of all scores and
numerical values from a set of data and the number of times each score or value appears;
score may be listed from higher to lowest and lowest to highest
Percentage
The percentage age will be computed to determine the proportion of a part to
whole such as a given number of respondents in relation to the entire population.
To get the percentage, the formula used was of Dr. Tan
P (%) = f/N x 100
Where:
P stands for percentage
f stands for frequency of responses
N stands for total number of respondents
On the other hand, the weighted mean was determined by
applying the following formula; 3
WM = TWF / N
Where:
WM = Weighted mean
TWF = Total weighted Frequency
N = Number of respondents
Ranking
Ranking is used to determine the order of decreasing or increasing magnitude of
variables. The largest frequency is ranked 1, second 2, and so on down to the last rank.
The degree of responses will be treated and categorized as follows
Value
Scale
5
Percentage
Strongly Agree
3.50-4.49
Agree
2.50-3.49
Moderately Agree
1.50-2.49
Disagree
Below 1.49
Strongly disagree
QUESTIONNAIRE
Name:(Optional)_______________________________________________
I
Demographic Profile of the Respondents
Directions: Please put a check mark(/) on the blank provided after each items
applicable to you.
1.1 Age
21-25 years old
1.2 Gender
26-30 years old
Male
31-35 years old
Female
36-40 years old
41-45 years old
3
Civil Status
46-50 years old
51-55 years old
56 years old and aboveSingle
Married
Widowed/Widower
Separated
1.4 Educational Attainment
College graduate
Masteral graduate
Doctorate graduate
1.5 Years in the business
1-5 years
6-10 years
11 years and above
1.6 Position in the company
_______ Owner/
_______Manager
_______ Staff and personnel
_______others (Pls specify)
Direction: please check the appropriate box that corresponds to self assessment on the
problems encountered during Hotel operation
5
Strongly agree
4
Agree
3
Slightly agree
2
disagree
1
Strongly disagree
3.What are the problems encountered during the operation of the business
VARIABLES
5
4
3
2
1
3.1 net losses
3.2Employee turnover
3.3 Uncollected receivables
3.4 Decline in unit sales
3.5 Renegotiations of franchise contract
3.6 unskilled and untrained employees
37 Unfaithful business partners as well as the staff and
employees
3.8 Loss of interest of the business partners to the business
Direction: please check the appropriate box that corresponds to self assessment on the
measures adopted in order to minimize the problems encountered
5
4
3
2
1
Strongly agree
Agree
Slightly agree
disagree
Strongly disagree
4..What are the measures adopted in order to minimize the problems if not totally
eradicate?
VARIABLES
5
4
3
2
4.1Know thy customer
4.2 Create a signature items/food./services
4.3 Treat every customers like gold
4.4Continually train the staff/workers/personnel to excel
4.5 Listen to customers complaints and do something about
what they say
4.6 Keep the menu current and Highly likely new
4.7 Promote the team
4.8 Select trusted partners and those who have compassion to
the business
4.9 Build good relationships among business partners nor to the
customer sand clients as well as to the staff and employees
5.0 Strict implementation of Cash basis payment