Angol Turizmus - Accommodation

8/3/2019 Angol Turizmus - Accommodation

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THEHE

ACCOMMODATIONCCOMMODATIONINDUSTRYNDUSTRY



A brief historybrief history First inns: private homes offering accommodation toFirst inns: private homes offering accommodation to

travelerstravelers By 500 B.C. there were establishments in ancient GreekBy 500 B.C. there were establishments in ancient Greek

cities that offered food and drink to travelers; thecities that offered food and drink to travelers; theRomans built stations where travelers could changeRomans built stations where travelers could changecarriages and restcarriages and rest

In Europe and America: inns were along the roads at aIn Europe and America: inns were along the roads at adistance a horse could travel a daydistance a horse could travel a day

17th c.: in Europe inns became important social17th c.: in Europe inns became important socialgathering placesgathering places

In America: hotels became the centers of privateIn America: hotels became the centers of privateentertainment and public celebrationsentertainment and public celebrations

1829: Tremont House in Boston (extensive plumbing,1829: Tremont House in Boston (extensive plumbing,heating by steam, elevators, bellboys, front deskheating by steam, elevators, bellboys, front desk

employees, locks, electric lamp…)employees, locks, electric lamp…)



1829: Tremont House in Boston (extensive1829: Tremont House in Boston (extensiveplumbing, heating by steam, elevators, bellboys,plumbing, heating by steam, elevators, bellboys,front desk employees, locks, electric lamp…)front desk employees, locks, electric lamp…)

Railroads→car→airplane: changes in the hotelRailroads→car→airplane: changes in the hotelindustry in the 19th-20th centuryindustry in the 19th-20th century

Hotels next to the railroad stationsHotels next to the railroad stations

Trains→ increased the amount of business travel +Trains→ increased the amount of business travel +

demand for uniform standard hotel qualitydemand for uniform standard hotel quality Cars→ development of restaurants and motelCars→ development of restaurants and motel

chainschains

End of WWI: beginning of commercial aviationEnd of WWI: beginning of commercial aviation

Mass transportation→ resort areas (Caribbean andMass transportation→ resort areas (Caribbean andHawaii); in-flight food catering, airport hotels andHawaii); in-flight food catering, airport hotels andrestaurants became big businessrestaurants became big business



Latest trends inatest trends in

tourismourism Toward large corporate-operated hotelToward large corporate-operated hotel Due to the big competition → no longer a firmDue to the big competition → no longer a firm

distinction between the different types of hotelsdistinction between the different types of hotels Luxury hotels often use executive floors, whereLuxury hotels often use executive floors, where

rooms cost up to 20 percent more. Theserooms cost up to 20 percent more. Theserooms are for business travelers, and are well-rooms are for business travelers, and are well-equipped (fax machines, modem links, lap topequipped (fax machines, modem links, lap top

computers and mobile phones on hire, fitnesscomputers and mobile phones on hire, fitnessfacilities, whirlpool, hydro-massage systemfacilities, whirlpool, hydro-massage systemetc).etc).

Bonus points, Loyalty CardsBonus points, Loyalty Cards



Types ofypes of

accommodationccommodation

facilitiesacilities a) Motelsa)

Motels

suit the business motorists and tourists whosuit the business motorists and tourists who

need an overnight stopneed an overnight stop good standard of accommodation at a set pricegood standard of accommodation at a set price

only bedrooms up to four peopleonly bedrooms up to four people

en suite facilities, coffee and tea-making, TV,en suite facilities, coffee and tea-making, TV,telephonetelephone

staffing is minimal (no food)staffing is minimal (no food)



b) Timeshare villas/apartments/roomsb)

Timeshare villas/apartments/rooms

a timeshare owner purchases the right toa timeshare owner purchases the right to

occupy a self-catering apartment, suite or occupy a self-catering apartment, suite or room in a hotel or leisure club for aroom in a hotel or leisure club for a

specified number of weeks per year, over specified number of weeks per year, over

a period of years, or possibly indefinitelya period of years, or possibly indefinitely there is a one-off payment + modestthere is a one-off payment + modest

annual maintenance feeannual maintenance fee

timeshare buyers can temporarily swaptimeshare buyers can temporarily swaptheir holiday through internationaltheir holiday through international

exchange organizationsexchange organizations



Advantages of timeshare for hotels:Advantages of timeshare for hotels: inclusion on a national register inclusion on a national register opportunities to increase occupancyopportunities to increase occupancy extend the holiday seasonextend the holiday season increased use of restaurantincreased use of restaurant improved bar takingsimproved bar takings

up-front monies are generatedup-front monies are generated provides funds for refurbishment andprovides funds for refurbishment anddevelopmentdevelopment

Disadvantages of timeshare for hotels:Disadvantages of timeshare for hotels: timeshares will rightly feel that they own thetimeshares will rightly feel that they own the

placeplace after sales care may be difficult to arrangeafter sales care may be difficult to arrange



c) Guesthouse, Pension, Bed andc) Guesthouse, Pension, Bed and

BreakfastBreakfast

B&B: a lodging operated out of a largeB&B: a lodging operated out of a largesingle family residence; the staff aresingle family residence; the staff are

often members of the owner’s familyoften members of the owner’s family

d) Clubsd) Clubs 2 basic types of clubs: city clubs and2 basic types of clubs: city clubs and

country clubscountry clubs

other types: yacht clubs, fraternal clubs,other types: yacht clubs, fraternal clubs,military clubs…military clubs…



The hotelhe hotel industryndustry

the hotel product consists of location,the hotel product consists of location,

facilities, image and servicesfacilities, image and services

tourist hotels suffer from seasonalitytourist hotels suffer from seasonality business hotels suffer from periodicitybusiness hotels suffer from periodicity



Different types of hotelsifferent types of hotels

according toccording to :a) Location:a) Location: in an established central tourist area (in a city center)in an established central tourist area (in a city center) in a new commercial development site (in the area of BPin a new commercial development site (in the area of BP

international fairs)international fairs) in a suburban residential area (outside any city center)in a suburban residential area (outside any city center)

b) Owners of the hotelb) Owners of the hotel family hotelfamily hotel hotel chainhotel chain

c) Facilities, services and pricec) Facilities, services and price

d) Clientele:d) Clientele: business peoplebusiness people liner groupsliner groups holidaymakersholidaymakers



HOTEL TYPESOTEL TYPES

country housecountry house

business hotelbusiness hotel convention hotelconvention hotel resort hotelresort hotel

airport hotelairport hotel luxury hotelluxury hotel mmotelotel

Boutique HotelsBoutique Hotels:: some of them are historic or elegantlysome of them are historic or elegantly

contemporary, but they are all unique in architectural style, classycontemporary, but they are all unique in architectural style, classyinterior design, personalized service; absolute intimateinterior design, personalized service; absolute intimateatmosphere, maximum number of rooms: about 100.atmosphere, maximum number of rooms: about 100.



HOTEL RATINGOTEL RATING

SYSTEMSYSTEMS The most commonly used rating systemThe most commonly used rating system

in Europe is the one to five starsin Europe is the one to five stars

classification; in the US diamonds areclassification; in the US diamonds areawardedawarded

The best known grading systems areThe best known grading systems areoperated by the AA (Automobileoperated by the AA (Automobile

Association) in Britain and by the AAA Association) in Britain and by the AAA(American Automobile Association) in the(American Automobile Association) in theUSUS



(one star) – low budget hotel: staff are polite, most of (one star) – low budget hotel: staff are polite, most of the rooms are en suite, reasonable choice of food andthe rooms are en suite, reasonable choice of food andwines availablewines available

(two stars) – budget hotel: all rooms are en suite(two stars) – budget hotel: all rooms are en suiteand have a TV, substantial choice of food and winesand have a TV, substantial choice of food and winesavailableavailable

(three stars) – medium class hotel: skilled staff +(three stars) – medium class hotel: skilled staff +a receptionist, all rooms are en suite with remote controla receptionist, all rooms are en suite with remote controlTV and direct-dial phone, restaurant + bar.TV and direct-dial phone, restaurant + bar.

(four stars) – first class hotel: formal,(four stars) – first class hotel: formal,professional staff; 24-hour reception; en suite bathroomsprofessional staff; 24-hour reception; en suite bathroomshave high quality toiletries; services: porterage, 24-hour have high quality toiletries; services: porterage, 24-hour room service, laundry and dry-cleaning; quality foodroom service, laundry and dry-cleaning; quality food

(five stars) – luxury hotel: spacious and(five stars) – luxury hotel: spacious and

luxurious accommodation; en suite rooms provideluxurious accommodation; en suite rooms provideextras; high quality cuisine, superior winesextras; high quality cuisine, superior wines



Hotel Organizationotel Organization Hotels are organized into functional areas or departmentsHotels are organized into functional areas or departmentsbased onbased on the service the hotel provides.the service the hotel provides.

HOTEL MANAGEMENTHOTEL MANAGEMENT General Manager General Manager : is responsible for attracting guests and: is responsible for attracting guests and

making sure they are safe and well served, he has to setmaking sure they are safe and well served, he has to set

short and long term goals, organize the overall operation of short and long term goals, organize the overall operation of the hotel, motivate and communicate. Many hotels includethe hotel, motivate and communicate. Many hotels includeone or more assistant managers.one or more assistant managers.

Catering Manager Catering Manager : promotes and sells banquet facilities.: promotes and sells banquet facilities. Head/Executive Housekeeper Head/Executive Housekeeper : a large hotel has a large: a large hotel has a large

department headed by an executive housekeeper, withdepartment headed by an executive housekeeper, withseveral assistants and a lot of chambermaids and housemen.several assistants and a lot of chambermaids and housemen. Chief Engineer Chief Engineer : is responsible for technicians who deal with: is responsible for technicians who deal with

heating, air conditioning systems, elevators, escalators,heating, air conditioning systems, elevators, escalators,electricity and plumbing.electricity and plumbing.



Food and Beverage Manager Food and Beverage Manager : directs food and: directs food andbeverage production and service. He is responsible for beverage production and service. He is responsible for

the training of kitchen and dining room staff, qualitythe training of kitchen and dining room staff, qualitycontrol and pricing. He helps plan the menu and selectcontrol and pricing. He helps plan the menu and selectdrinks.drinks.

Controller Controller : he is in charge of the accounting department: he is in charge of the accounting departmentand prepares budgets and statistics and writes reports.and prepares budgets and statistics and writes reports.

Human Resources Manager Human Resources Manager : is responsible for : is responsible for recruiting and training.recruiting and training.

Marketing and Sales Manager Marketing and Sales Manager : he writes the marketing: he writes the marketingplans and sales reports.plans and sales reports.

Resident Manager Resident Manager : in charge of the rooms division:: in charge of the rooms division:front office, reservations, housekeeping and security.front office, reservations, housekeeping and security.

Systems Manager Systems Manager : computer expert; writes programs.: computer expert; writes programs.



FURTHER HOTEL JOBSURTHER HOTEL JOBS

Front office manager Front office manager

ReceptionistReceptionist

Room Clerk/Key clerkRoom Clerk/Key clerk

Front Office Cashier Front Office Cashier

Night Clerk/Night Porter Night Clerk/Night Porter

BellboyBellboy

Porter Porter

DoormanDoorman Cloakroom attendantCloakroom attendant

ConciergeConcierge

Telephone switchboardTelephone switchboardoperator operator

Elevator/Lift boyElevator/Lift boy

Housekeeper Housekeeper

Floor attendantFloor attendant Chambermaid/RoomChambermaid/Room

maidmaid

Sauna attendantSauna attendant

Storekeeper Storekeeper

Maintenance staff Maintenance staff



HOTEL SERVICES ANDOTEL SERVICES AND

FACILITIESACILITIES ConferencesConferences//BanquetsBanquets Health or fitness facilitiesHealth or fitness facilities Central heatingCentral heating LiftLift ParkingParking

ChildrenChildren’s’s facilitiesfacilities Family roomsFamily rooms Laundry/valet serviceLaundry/valet service Facilities for disabledFacilities for disabled

Swimming poolSwimming pool RestaurantRestaurant Wheelchair accessWheelchair access Safety boxSafety box

Sauna/SolariumSauna/Solarium Dogs/pets allowedDogs/pets allowed Four-poster bedFour-poster bed Tennis courtTennis court FishingFishing

Foreign language spokenForeign language spoken CreditCredit cards acceptedcards accepted Recreation/games roomRecreation/games room Bar Bar

Mini-bar in bedroomsMini-bar in bedrooms Air-conditioning Air-conditioning Organized BBQsOrganized BBQs



ROOM TYPES AND RATESOOM TYPES AND RATES single roomssingle rooms

double roomsdouble rooms (one large bed)(one large bed) twin roomstwin rooms (two separate beds)(two separate beds)

connecting/adjoining roomsconnecting/adjoining rooms

family roomfamily room (four or more beds)(four or more beds)

junior suite junior suite (bedroom and sitting room with a partition)(bedroom and sitting room with a partition) penthousepenthouse (suite at the top of the building)(suite at the top of the building)

suitesuite (bedroom and sitting room)(bedroom and sitting room)

Hotels want to increase their Hotels want to increase their occupancy rateoccupancy rate andandmaximize their revenue by offering a wide range of maximize their revenue by offering a wide range of different tariffs.different tariffs.



Rates could be:Rates could be: Rack rate (standard):Rack rate (standard): regular rate for a hotel roomregular rate for a hotel room CorporateCorporate: usually offered for those traveling on: usually offered for those traveling on

businessbusiness WeekendWeekend: discounted rate offered during a weekend: discounted rate offered during a weekend

periodperiod EmployeeEmployee: discounted rate for hotel employees: discounted rate for hotel employees Senior CitizenSenior Citizen: discounted rate for senior citizens: discounted rate for senior citizens

Special/PromotionalSpecial/Promotional: discounted rate offered during a: discounted rate offered during alow periodlow period

PackagePackage: rate including amenities, meals etc. in addition: rate including amenities, meals etc. in additionto room accommodationto room accommodation

Family RateFamily Rate: rate offered for families traveling together : rate offered for families traveling together Group and Tour Group and Tour : special rates offered for a travel: special rates offered for a travel

agency or tour groupagency or tour group NegotiatedNegotiated: rate negotiated by a hotel company with a: rate negotiated by a hotel company with a

specific clientspecific client



Room rates including services:Room rates including services:

European Plan (EP)/Room Only (RO)European Plan (EP)/Room Only (RO)

service: meals are not includedservice: meals are not included Continental PlanContinental Plan: room + continental: room + continental

breakfastbreakfast

Modified American Plan (MAP)/half-Modified American Plan (MAP)/half-board/demi-pensionboard/demi-pension: room + breakfast and: room + breakfast and

one other mealone other meal

American Plan (AP)/full-board/full-pensionAmerican Plan (AP)/full-board/full-pension::

room + 3 meals a dayroom + 3 meals a day Bermuda Plan (BP)Bermuda Plan (BP): room + full American: room + full American

style breakfaststyle breakfast

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Angol Turizmus - Accommodation