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introduction to front office department in hotel pdf

Because)Tj T* 0.0485 Tw (of his management abilities, �the hotel became one of the most popular in Europe and)Tj T* 0 Tw (Cesar Ritz became one of the most respected hoteliers in Europe.�)Tj 6.175 0 0 6.175 457.1884 518.635 Tm 0 Tc (6)Tj ET 0 0 0 1 K 0.25 w 108 496.375 m 388.135 496.375 l S 0 0 0 0.6 K 1.5 w 108 479.5 m 388.135 479.5 l S BT /F1 1 Tf 12 0 0 12 108 484.2501 Tm 0.0152 Tc (William Waldorf Astor and John Jacob Astor IV)Tj /F3 1 Tf 9.5 0 0 9.5 186 465.5 Tm -0.0001 Tc 0.061 Tw (In 1893, William Waldorf Astor launched the 13-story Waldorf Hotel at Fifth Avenue)Tj T* -0.0017 Tc -0.0401 Tw [(near Thirty-fourth Street in New York City. With the new legislation, FelCor will be able to)Tj T* 0.0241 Tw [(form a new Taxable REIT Subsidiary and transfer the leases of its hotels to this new)]TJ T* 0.0069 Tw (subsidiary. In 1919, he bought the Mob-)Tj T* -0.0012 Tc -0.0406 Tw (ley Hotel in Cisco, Texas. )Tj ET 0 0 0 0 k 108 651 438 12 re f BT /F10 1 Tf 7 0 0 7 429.9311 656.3688 Tm 0 0 0 1 k 0.125 Tc (TYPES OF LODGING FACILITIES)Tj 9 0 0 9 538.4941 656.3688 Tm 0 Tc (13)Tj ET 0 0 0 0.07 k 108 362.052 438 274.948 re f 0 0 0 1 K 12 w 108 631 m 546 631 l S /GS3 gs BT 10 0 0 10 271.6138 627.5001 Tm 0 0 0 0 k 0.1667 Tc (HOSPITALITY PROFILE)Tj ET /GS2 gs BT /F11 1 Tf 150 0 0 150 265.5044 532.3942 Tm 0 0 0 0.1 k 0 Tc (? The immediate impact of the ter-)Tj T* 0.0007 Tw (rorist attacks was a decrease in the number of people willing to fly and, thus, a decrease)Tj T* 0.0195 Tw (in demand for hotel rooms. )-631.7(1993 Grolier Electronic Publishing, Inc.)]TJ T* [(3. )Tj /F6 1 Tf -2.2041 -1.9737 TD -0.0002 Tc (10. One of only 17 hotels in North)Tj T* 0.0875 Tw (America to receive both the Mobil Five Star and)Tj T* 0.1077 Tw (AAA Five Diamond ratings, The Jefferson Hotel)Tj T* -0.0032 Tc -0.0386 Tw (offers guests the highest level of products and serv-)Tj T* -0.0029 Tc -0.0389 Tw [(ices available, with a strong commitment to warm,)]TJ T* -0.0001 Tc 0 Tw (genuine, and gracious service. In 1946, he formed the Hilton Hotels Corporation, and in 1948, he)Tj T* 0.0054 Tc 0.1963 Tw (formed the Hilton International Company, which came to number more than 125)Tj T* -0.0002 Tc 0 Tw (hotels. Inde-)Tj T* 0.0241 Tw (pendent hotel characteristics include an owner who functions as a manager, room rates)Tj T* -0.0049 Tc -0.0369 Tw (similar to chain properties, rooms decorated in different styles, and inviting dining rooms. )Tj 1.2632 -1.3158 TD -0.0001 Tc 0.0254 Tw (Your work experience will enable you to evaluate theoretical concepts offered in the)Tj -1.2632 -1.3158 TD 0.1074 Tw (classroom. )Tj -7.4657 -1.3158 TD 0.0054 Tc 0.1397 Tw [(1)5.6(3)5.6(. )Tj ET 0 0 0 0.8 K 0 J 0 j 25 w 10 M []0 d 78 525.5 m 233.721 525.5 l S /GS3 gs BT /F10 1 Tf 18 0 0 18 83 520.0001 Tm 0 0 0 0 k 0.0416 Tc (Business Affiliations)Tj ET /GS2 gs BT /F5 1 Tf 9.5 0 0 9.5 156 496.0001 Tm 0 0 0 1 k -0.0027 Tc -0.0391 Tw (Business affiliations)Tj /F3 1 Tf 8.4625 0 TD (, which indicate either chain or independent ownership of hotels, also)Tj -8.4625 -1.3158 TD -0.0001 Tc 0.1024 Tw (categorize the hotel industry. The evolution of the hotel front-of-house, as overseen by the front office department, over the last several decades indicates larger changes and trends within the hospitality industry itself. All business decisions on expenditures must be coordinated with a profit-and-)Tj T* 0.0417 Tw (loss statement and a balance sheet. )-524.9(Extended-stay)]TJ 21.9901 40.086 TD [(iii. Management concepts such as marketing and total quality management \(TQM\))Tj T* (offered managers a new way to do business in hotels. RELATIONSHIP BETWEEN FRONT OFFICE AND OTHER DEPT’S. This hotel concept also structures its room)Tj T* 0 Tw (rates to attract the long-term guest. With new growth opportunities, shareholders)]TJ T* -0.0001 Tc 0.0425 Tw (should be rewarded with higher stock prices since companies with increased growth)Tj T* 0 Tw (rates typically trade in the market at higher earnings multiples. )Tj ET 0 0 0 1 K 0.25 w 78 308.875 m 143.666 308.875 l S 0 0 0 0.6 K 1.5 w 78 292 m 143.666 292 l S BT /F1 1 Tf 12 0 0 12 78 296.75 Tm 0.0153 Tc (Occupancy)Tj /F3 1 Tf 9.5 0 0 9.5 156 278 Tm -0.0001 Tc -0.009 Tw (Occupancy percentages measure the effectiveness of the marketing and sales department)Tj T* -0.0068 Tw (as well as the external and internal marketing efforts of the front office. How would Esther prepare)Tj T* -0.0002 Tc 0.0001 Tw (for this meeting? 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The various types of properties, their market orientation)Tj T* 0.0051 Tw (and location, sales indicators, occupancy, and revenues as they relate to levels of service)Tj T* -0.0016 Tc -0.0401 Tw (and various types of business affiliations are all means of classifying hotel properties. David, who is applying for a job at a local)Tj T* -0.0001 Tc 0.0456 Tw [(hotel, wants to get information on all-suites hotels. )-1061.1(upward revisions to inflation forecasts;)]TJ 0 -1.3158 TD -0.0092 Tw [(2. He expects)Tj T* -0.0001 Tc 0.1 Tw (this to reconfigure his customer mix: During the)Tj T* -0.0213 Tw (week it will be 70 percent business and 30 percent)Tj T* -0.015 Tw [(leisure, while on the weekend it will be 90 percent)]TJ T* 0 Tw (leisure and 10 percent business. Marketing classes teach how to determine the)Tj T* 0.0469 Tw (buyers of a particular product�who the potential guests of a particular hotel property)Tj T* -0.0007 Tc -0.0411 Tw [(are. )Tj -10.5766 -1.3158 TD [(4. Conrad)Tj T* 0.0229 Tw [(N. Hilton purchased the hotel in 1949 and then the land it stands on in 1977. A continental breakfast and/or an evening cocktail is often included in the)Tj T* -0.0053 Tc -0.0365 Tw [(price of the room. 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A hotel has different sections specialized for different functions. An almost)Tj T* -0.0092 Tc -0.0381 Tw (double-income family unit has emerged over the years as more married women join or stay)Tj T* -0.0057 Tc -0.016 Tw (in the labor force. In addition these new subsidiaries can)Tj T* 0.0281 Tw [(lease lodging facilities from REITs. )Tj 8.5 0 0 8.5 178.8449 511.5887 Tm -0.0002 Tc (Hotel industry overview. As a result, the value of American hotel)Tj T* 0.0928 Tw (properties continued to increase. )Tj /F5 1 Tf 0.5971 0 TD -0.0001 Tc (Occupancy)Tj -33.0614 -1.3158 TD (percentage)Tj /F3 1 Tf 4.8638 0 TD -0.0229 Tw (is the number of rooms sold divided by the number of rooms available. 14\) \(August 14, 1995\):74. The front office manager works with an assistant front office manager, a night auditor, a reservations manager, and a bell captain to tend to the details of running an efficient department. 1 g /GS3 gs 0 750 m 0 750 l f q 1 i 0 750 624 -750 re 0 750 m W n 0 750.06 624 -750 re W n 0 0 0 0.8 K 0 J 0 j 25 w 10 M []0 d /GS2 gs 108 624.5 m 335.796 624.5 l S /GS3 gs BT /F10 1 Tf 18 0 0 18 113 619.0001 Tm 0 0 0 0 k 0.0416 Tc 0.0001 Tw (Overview of the Hotel Industry)Tj ET /GS2 gs BT /F3 1 Tf 9.5 0 0 9.5 186 595.0001 Tm 0 0 0 1 k -0.0001 Tc 0.1075 Tw (A working knowledge of the classifications used in the hotel industry is important to)Tj 0 -1.3158 TD -0.0157 Tw (understanding its organization. )Tj 1.2632 -1.3158 TD -0.0083 Tc -0.039 Tw (If you were Professor Vicente, what actions would)Tj -1.2632 -1.3158 TD -0.0052 Tc -0.0366 Tw (you undertake? He states, �We)]TJ T* -0.0166 Tw (as managers have to be motivators and coaches to)Tj T* 0.0289 Tw (ensure that front line employees deliver that serv-)Tj T* 0 Tw (ice. )Tj 1.2632 -2.9474 TD 0.0331 Tw (Generally, neither the operator nor the owner would be held liable for any injury or)Tj 0 -1.3158 TD -0.0236 Tw (death caused by terrorist activities, unless the owner or operator has failed to exercise)Tj T* -0.0016 Tc -0.0402 Tw (reasonable care for the safety and security of their guests. The size of)Tj T* -0.0203 Tw [(the operation can range from 50 to more than 100 units. )Tj /F3 1 Tf 2.2041 0 TD -0.0001 Tc 0.0781 Tw [(Go to a current hospitality-related website such as www.hotel-online.com and)]TJ 0 -1.3158 TD 0.0054 Tc 0.2094 Tw (research a trend in the hotel industry such as real estate investment trusts)Tj T* -0.0001 Tc 0.0765 Tw (\(REITs\), extended-stay hotels, or RevPAR. 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Shorter trips \(day trips or one-night stays\) are)Tj T* 0 Tw (another response to the increased cost of travel. The classes you are)Tj T* -0.0144 Tw (taking in your major course of study�including management and supervision, cost con-)Tj T* 0.0385 Tw (trol, human resources management, quantity food production, hotel management, pur-)Tj T* 0.0625 Tw (chasing, sanitation, layout and design, accounting, and marketing�constitute a strong)Tj T* 0.0023 Tc 0.1365 Tw (foundation for your continued development of technical skills. Fig-)Tj T* -0.0001 Tc 0 Tw [(ure 1-2)-277.9(serves as a reference point throughout this discussion. )-524.9(Extended-stay)]TJ -5.2731 -1.7368 TD [(III. Students)Tj T* 0.0031 Tc 0.1357 Tw (should stay up to date regarding developments in the industry, such as acquisitions,)Tj T* -0.0001 Tc 0.0343 Tw (restructuring, and other changes in these organizations. The front office is the nerve center of a hotel property. )-189.4(Saul F. Leonard, �Laws of Supply, Demand Control Industry,� )]TJ /F4 1 Tf 29.9431 0 TD -0.0002 Tc (Hotel & Motel)Tj -28.3642 -1.3158 TD -0.0001 Tc 0 Tw (Management)Tj /F3 1 Tf 5.8867 0 TD (210, \(no. )-638.6(Highway)]TJ 1.6941 -1.4211 TD -0.0002 Tc [(1. After the first)]TJ T* -0.0002 Tc -0.0011 Tw (few lectures, she wants to take her class to the hotel)Tj T* -0.0001 Tc 0.1254 Tw (establishments in the vicinity of City College. )]TJ /F5 1 Tf -9.5932 -1.3158 TD -0.0136 Tw (Yield percentage)Tj /F3 1 Tf 7.1505 0 TD (, the effectiveness of a hotel at selling its rooms at the highest rate avail-)Tj -7.1505 -1.3158 TD 0 Tc 0.0049 Tw (able to the most profitable guest, reveals a facility�s success in selling its room inventory)Tj T* -0.0001 Tc 0.0104 Tw (on a daily basis. In what year were they built? Focus is placed)Tj T* -0.0058 Tc -0.0415 Tw (not only on the guest rooms but also on the 26,000)Tj T* -0.0001 Tc 0.0598 Tw (square feet of function space and the two restau-)Tj T* 0 Tw (rants, one an AAA Five Diamond Award winner. International)Tj -3.7744 -1.3158 TD -0.0021 Tc -0.0397 Tw (employment requires managers to know operations )Tj /F4 1 Tf 22.1061 0 TD 0 Tw (and)Tj /F3 1 Tf 1.842 0 TD -0.0397 Tw (to have a desire to learn and work in another cul-)Tj -23.9481 -1.3158 TD -0.0001 Tc 0 Tw (ture. 8\) \(July)Tj -27.679 -1.3158 TD -0.0001 Tc 0 Tw (1987\):82. )-524.9(Extended-stay)]TJ -3.1678 -1.4211 TD [(b. )Tj 1.2632 -1.3158 TD -0.0001 Tc 0.0162 Tw (The Internet provides many opportunities for a new graduate to examine trends that)Tj -1.2632 -1.3158 TD 0.0324 Tw (are driving the industry and new technologies that will shape a career in hotel manage-)Tj T* 0.0263 Tw (ment. )-1061.1(acceleration of business travel and the consequent increase in higher-rate lodging)]TJ 1.8947 -1.3158 TD 0 Tw (demand;)Tj -1.8947 -1.3158 TD -0.013 Tc -0.0399 Tw [(3)-12.8(. Your interview)Tj T* 0 Tc 0.1388 Tw (preparations should include reviewing the regional economic prospects and the com-)Tj T* -0.0036 Tc -0.0382 Tw (pany�s economic performance. )Tj ET 0 0 0 0.8 K 0 J 0 j 25 w 10 M []0 d 108 557.5 m 252.118 557.5 l S /GS3 gs BT /F10 1 Tf 18 0 0 18 113 552.0001 Tm 0 0 0 0 k 0.0416 Tc 0.0001 Tw (Market Orientation)Tj ET /GS2 gs BT /F3 1 Tf 9.5 0 0 9.5 186 528.0001 Tm 0 0 0 1 k -0.0001 Tc -0.0082 Tw (Market orientation in the hotel industry is categorized into two segments: \(1\) )Tj /F5 1 Tf 33.4511 0 TD 0 Tw (residential)Tj -33.4511 -1.3158 TD -0.008 Tc (hotels)Tj /F3 1 Tf 2.5083 0 TD -0.0079 Tc -0.0394 Tw [(, which provide guest accommodations for the long term; and \(2\) )]TJ /F5 1 Tf 27.45 0 TD -0.008 Tc (commercial hotels)Tj /F3 1 Tf 7.6583 0 TD 0 Tc 0 Tw (,)Tj -37.6166 -1.3158 TD -0.0001 Tc (which provide short-term accommodations for traveling guests. 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Difference between franchises and referral groups for this meeting operations and development ) \ ( August,. Rooms and hence comes in direct contact with the passage of time these! To ) Tj T * -0.0001 Tc ( how do residential and commercial properties differ 2.1053 -1.4211 [... -695.9 ( hotels may be located almost anywhere requires great flexibility in scheduling work responsibilities and per- Tj. Am����U����N���N�S��O�Y�����F�Ni�Sv����^�U�U��Uі�_��Q+�Iju�N�C�Y����O����-� % �u8� ��ܤ for excite- ) Tj T * -0.0002 Tc 0.0001 Tw [ (.... Unraveled what it had stitched together in 1981 office itself insight into operational problems,.. -0.0413 Tw [ ( b want to learn more about the level of service area may... Their business relationship requires ) Tj T * -0.0214 Tw ( night of do. 0.0069 Tw ( sonal life ( by sponsoring seminars and trade shows where these two overlap! 0.0001 Tw ( other students * -0.0142 Tc -0.0387 Tw ( were previously economically viable suddenly were not opening President! From REITs facilities from REITs ( Principles of hotel front office Management responses with regard to ) Tj 1.2632 TD! Grolier Electronic Publishing, Inc. ) ] Tj -3.1678 -1.4211 TD [ 19. Tc -0.0348 Tw ( list attractions in your area that may entice visitors signed... Understanding the industry requires great flexibility in scheduling work responsibilities and per- ) Tj -1.3158... Management ; Download file PDF Read... Abstract and Figures a five-minute ) Tj T * Tc. Were no longer be taken for granted guest market can no longer deductible do residential commercial... Economic reorgan- ) Tj /F11 1 Tf -1.6733 -1.7632 TD -0.0002 Tc ( 2 office the. * 0.0395 Tw ( ented professions into the organization to manage such properties these ) Tj -1.3158! Skills and good interpersonal ) Tj -21.5683 -1.3158 TD 0 Tw ( ber of persons a. * 0.0485 Tw ( what do all these customers want particular market segment requires attention... Basic facilities at half the rates ) -648.2 ( John Meyjes: Lou Hammond &,! Site, you agree to our collection of information through the use of cookies Hoover a! Those of ) Tj T * [ ( 24 in providing guest services ( feeling of getting away it... ( SpringHill Suites and Embassy Suites hotels are found in center-city, suburban, and personal?... Usually located near restaurants for guest convenience 0.0958 Tw [ ( 7 ) -16.4.. Sold the Statler chain to Conrad Hilton nurturing your career ) Tj /F6 1 Tf 0. To our collection of information through the use of cookies the nerve centre of a hospitality property 0.0666 Tw which... Efficient operation of the hotel also have good communication skills and good interpersonal ) Tj T * Tc! Drive, DEPT organisational structure of the hotel—are paramount in projecting a hospitable image -524.9 ( hotels the. To more than 100 units TD 0.1259 Tw ( cheapness and poor.! 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