FRONT OFFICE

Prepared by: Vicente Paulo S. Leanza

HISTORY LODGING
SUMARIA & ANCIENT EGYPT- 1st nomadic travelers. Trading created the need for group of people to travel. Oasis desserts and mountain pass in winter become place of trading caravan to rest(junction point) often grew into trading center. Journey segment lodging facilities become a needs and the were called RELAY HOUSES in China KHAN in Persia and TABERNAS in Rome. Innovations began to emerge- innkeepers incorporate F&B service.

Mids 1900s
Creation of different mode of transportation change people to travel. Wealthy and landed aristocrats begun lend rooms in their castle. The word hotel is Anglicanized version of French hotel garni translated into large furnished mansion. 1794- city hotel in new york the 1st precursor of modern hotel. 1829- Tremont house in Boston 1st 5 star hotel that offers French cuisine and luxurious room.

Middle of 19th Century

1908- Ellsworth statler open 1st modern hotel the Buffalo Statler. 1919 Conrad Hilton Purchase 1st Hotel 1925- 1st hotel to carry Hilton Name in Dallas,Texas. 1938-open hotel outside Texas(Sir Francis Drake in S.F) 1945-Hilto purchased largest hotel (steven) and renamed Chicago Hilton & town. 1954- purchased Statler hotel company. 1950-1960- Hilton expand domestic and international .

 1927-J.Wilard Marriot- begun as restaurer. 1937-exhibits trade mark of innovations. 1957- Marriott open his 1st hotel Twin Bridges. 1972-marriot JR. succeeded his father 1980- positioned ad lodging and contract service.

Kemmon wilson
He created Holiday Inn concept to provide clean, low price room for furnish. Founder of modern hotel chain. 1952- open in Memphis, incorporate brand loyalty to his chain of hotel.

Rat Schult
1960-1970s referral organization, alternative for hotel chain(smaller hotel) 1967- Hyatt Hotel world 2st atrium hotel (Atlanta). 1980-

OWNERSHIP
Franchising a concept that allows a company to expand quickly by allowing qualified people to used the system. Partnership joint by two or more person engage into business.(general,limited) Leasing a contract allowing real state uses for a number of years in exchange for rent. Syndicate group of investor Management contract.

Cost involve in Franchising

Contraction cost per room Application fees Franchise fees (royalty) Marketing fees Reservation fees

Management Contract
a written agreement between an owner and an operator of a hotel or motor inn by which the owner employs the operator as an agent to assume fully responsibility for operating and managing the property.

Franchise VS. Management Contract

Shared benefits
BRAND RECOGNITION CRS MARKETING SUPPORT STANDARD OPERATING PROCEDURE

Lodging Mngt.Ass

DIFFERENCES Great Quality High fees to owner Less owner control High employees standard Higher performance expect Mngt.Contract Control Less Quality low fees to owner Great owner control Varying needs of employees Experience and training Franchising

REVENUE SOURCES
The result of product & services of a hotel makes available for guest for a price. Includes: Sleeping room Meeting/function room Outlet/amenities revenue source

Cont.
OUTLET/amenities revenues-Define as Food and Beverage point of sale. Ancillary are revenues sources outside sleeping room and Food and Beverages area. Ex. Golf, tennis, audio/visual services, gift shop.

HOTEL CLASSIFICATION
Can be classify by size, location, product/services, rating, target market etc. By size: Small 100-150 Medium 151-400 Large 401-1500 Mega 1501-over

Classifications of Hotel

Basic Classification Transient Residential Apartment Hotel According To Purpose Convention Hotel Motor Hotel Apartelle Airport Hotel Resort Hotel Condominium According to Facilities Deluxe Hotel Superior First Class Standard Economy

Cont.
According to Location Airport Hotel Resort Hotel City Center Hotel Suburban Hotel According to Government Rating System By star from one star to five star

Hotel product
SERVICE LEVEL measure the amount of actual and perceive consideration a guest on reasonably expect to receive. A. Full service B. Limited service

Varying degrees of service

Restaurant on site service Room service Meeting space Business cost Health clubs/recreational facilities Bell staff/door staff Gift shop Lounge European business class floor Express check out ability Room amenities Security Shuttle bus Limited service- typically do not offer the above service.

TARGET MARKET
IS A COMBINATION OF MARKET SEGMENT THE HOTEL WANTS TO PENETRATE. INHERENTLY TIED TO A PRODUCT BY AS FOCUS MARKET.

I. EXTENDED STAY
LONGER STAY IN ONE LOCATION VARYING DEGREES OF SERVICE FACILITIES.

II. ALL SUITES

LOOKING FOR EXPERIENCE REVIVEING THE SUIT IN UPSCALE & LUXURY HOTEL. FEATURES: 2 OR MORE ROOM PER SUIT VARYING SERVICE LEVEL LIMITED OR SITE F&B FACILITIES COMPLEMENTARY RECEIPT & F&B FOR ALL GUEST.

HYBRID MARKET
COMBINATION AMONG THOSE MARKET CREATED NUMERUOS EXTENDED SERVICE AND ALL SUITES. GENERALLY NARROW INSCOPE FOCUS IN SMALLER/MORE SPECIFIC CUSTOMERS.

HOTEL RATING
DIAMOND STAR GOLD KEYS PINNACLES MERIT & DISTINCTIONS GOLD MEDALS RECOMMENDATION QUALITY AWARD SURVEY