...Golden Hilton Hotel MEMORANDUM Date: 22 March 2013 To: Mr Wesley Lim, Executive Housekeepers From: Ms Catherine Tang, Assistant Executive Housekeepers Subject: RECOMMENDATIONS TO IMPROVE HOTEL’S ROOM SERVICES Introduction At your request, I am submitting this report detailing my recommendations to improve hotel room’s services. Recently we have been received a lot of feedback from our customers regarding the dissatisfaction with the hotel’s room services provided by our staff. The data is obtained based on the surveys from our official website. Hence, I would like to recommend some suggestions in order to solve the problems. Background The mission of the Hotel is to provide the best service, value and amenities to customers. However, recently we have received many complaints about the room services especially the unpleasant odour from the mattresses, dilapidated room equipment and poor customer services. Statistics show that the amount of complaint has been increased by 30% since January 2013. Problems Based on the feedback received, we found that the customers complained about the unpleasant odour from the mattresses which made them felt uncomfortable during their bed time. Although our staff changed the bedclothes frequently, the odour still remained in mattresses. This problem gives negative impact to our hotel and caused many customers shifted to another hotel. Furthermore, customers also criticized on the room equipment like the air-conditioner, refrigerator...
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...An Electronic Intelligent Hotel Management System For International Marketplace Md. Noor-A-Rahim1, Md. Kamal Hosain2, Md. Saiful Islam3, Md. Nashid Anjum4 and Md. Masud Rana5 1,3,4,5 Electronics & Communications Engineering, Khulna University of Engineering and Technology (KUET), Khulna, Bangladesh. 2School of Engineering, Deakin University, Geelong, Victoria 3217, Australia. E-mail: mash_0409@yahoo.com1, mhosain@deakin.edu.au2, sirajonece@yahoo.com3, nashidzone@yahoo.com4, and mamaraece28@yahoo.com5 Abstract—To compete with the international market place, it is crucial for hotel industry to be able to continually improve its services for tourism. In order to construct an electronic marketplace (e-market), it is an inherent requirement to build a correct architecture with a proper approach of an intelligent systems embedded on it. This paper introduces a web based intelligent that helps in maintaining a hotel by reducing the immediate involvement of manpower. The hotel reception policy, room facilities and intelligent personalization promotion are the main focuses of this paper. An intelligent search for existing boarders as well as room availability is incorporated in the system. For each of the facilities, a flow chart has been developed which confirms the techniques and relevant devices used in the system. By studying several scenarios, the paper outlines a number of techniques for realization of the intelligent hotel management system. Special attention...
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...REPORT ON FIVE STAR HOTEL HOUSE KEEPING EXECUTIVE SUMMARY: Pearl Continental Hotels (formerly InterContinental Hotels) and is recognized as the largest and oldest hotel company in Pakistan. Pearl Continental Hotels is the first Pakistani chain which has achieved excellent international standards of quality products and services. In recognition of its highstandard, the Pearl Continental Hotel, Karachi was conferred the prestigiousmembership of the "Leading Hotels of the World", an exclusive global organization of deluxe hotels established in 1928.Pearl Continental Hotels, beside in -house reservations network, are also linked withUtell International to have international exposure and overseas reservation network. Investment in people and human resource development is an ongoing process in theHashoo Group. New management concepts and intensive training programs havebeen introduced at all levels of supervisory and managerial positions through establishment of an in-house Training School located at Pearl Continental Hotel, Bhurban. The Training School looks forward to imparting systematic and scientific knowledge of the operations of both tourism and hospitality business. Pearl Continental Hotels have become synonymous with a tradition of personal services, efficiency, convenience and guest satisfaction. PC hotel Rawalpindi PC Hotel Burbhan PC Hotel Karachi PC Hotel Lahore PC Hotel Peshawar HISTORY/BACKGROUND: Travelers in the early 1700s found hospitality similar to that...
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...otel Management & Operation Front office is not only the reception area but it also includes reservations, switchboard, valet, Concierge etc. Its most vital and important role can be expressed in one sentence “It is the first and the last experience a guest has” in any hotel. Housekeeping department handles all customer related care applied in Housekeeping technical operations. The students will have the opportunity to learn various aspects of the function of this department in the upkeep of the Hotel. Food and Beverage Operation Food & Beverage department is not only related to cooking and serving but it also has everything to do with how the guests experiences the service in their rooms, restaurants, bars, banquets, pool, conventions, corporate meetings and or even a small seminars, It is where most guests interact. Accounting This accounting section would not detail the entire department but lays down the principles of accounting, maintenance of the books, cash and or manual registers and basic computer knowledge. It also has everything to do with how the guests experience during their stay at the hotel and restaurant. How to accurately prepare the invoices, bills, checks and balances. Cash and Credit handling procedures etc. Sales and Marketing A hotel guest Relation Officer handles all customers, from greeting to building a rapport, from the individual or a group, checking in the out and is instrumental in customer retention & future business. Computer...
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...DESIGN AND IMPLEMENTATION OF A COMPUTERIZED HOTEL BUSINESS BILLING SYSTEM. (A CASE STUDY OF MODOTEL HOTEL LIMITED ENUGU) ABSTRACT This work is carried out to identify and discuss the need for a computer system in hotel business billing system. A hotel business is a hospitality industry which caters for both leisure and well being of its guest. The duties of hotels are to offer accommodation to their guest and to render services to them. These services are usually personal. The focus on this topic is to introduce computer in the allocation of rooms and billing system of a hotel. The current process of billing is being operated manually and due to this procedure numerous problem are been encountered. A design was taken to computerized the manual process in order to check this problem. The problems were identified after series of interviews and examination of documents after which analysis was made and a computerized procedure recommended. This project will also suggest how to successfully implement the computerized procedure and to overcome the obstacle that would hinder the successful implementation of the system. The new system was designed using Microsoft visual basic 6.0 programming language. This language was chosen because of its easy syntax and features for developing windows based applications. TABLE OF CONTENTS Cover page Title page Certification Dedication Acknowledge Abstract Table of content CHAPTER...
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...Graduate School of Management HOSP 585 Hotel/Restaurant Management Prof. Christopher Zombas 08/02/2014 Chapter 5 Review questions 1. Describe the duties of the director of sales in a full-service hotel. Reports to the general manager. Establishes and coordinates all efforts to obtain group business. Makes commitments to a convention or a group function. Works closely with advertising agencies in the development of all printed matter and promotional programs. (Walker 93) Walker, John R. Hotel & Restaurant Mgmt for Devry Ebook. Wiley Custom Select, 7/4/09. VitalBook file. 2. What factors would you utilize to determine whether or not a sales department in a full-service hotel is organized for success? A successful sales department usually has a fully stocked reference library that contains the following: copies of booking reports from other hotels in the chain, research of past conventions in the city from the Convention and Visitors Bureau, city and state manufacturer directories, pertinent telephone directories, city directories, world convention dates, a directory of associations, and a standard directory of advertisers. (Walker 94) Walker, John R. Hotel & Restaurant Mgmt for Devry Ebook. Wiley Custom Select, 7/4/09. VitalBook file. 3. What information should be included in a function book entry? Lists all group business and the guest rooms, meeting space, and other items the hotel has committed for a particular period. (Walker 98) Walker, John R. Hotel & Restaurant...
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...involve size of cash and financial resources required to establish and run a business; cost disadvantages independent of scale as opposed to advantages held by existing competitors such as location, patents and experience; access to distribution channels which include means to reach customers; government policy such as licensing, subsidies or tax incentives; and expected retaliation from existing competitors which are determined by current rivalry, history of vigorous retaliation and strengths of incumbents. The Hotel Industry on a global basis is characterized by high capital costs and a high proportion of fixed costs to total costs. There are considerable economies of scale in the local Hotel Industry. The growth of the Hotel Industry in most metropolitan cities is limited by the availability of suitable locations. Access to distribution channels can be a problem, but this factor can be mitigated by a connection with an international hotel chain. The industry exhibits high entry barriers restricting new entrants, particularly because of the combined factors of economies of scale and high capital cost of entry, together with the limited supply of suitable locations. Bargaining Power of Buyers Porter (1980) mentioned that the buyers of goods and services from an industry may be powerful if they are more concentrated than the players in the industry and are able to force down prices as well as reduce the industry’s margin. They can purchase from the...
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...OPERATIONAL BACKGROUND INTRODUCTION The Hotel Practicum this program beneficial not only in the business management courses but likewise in the hospitality career program wherein practicum is believed to expose the students in a variety of employment experience that will lately improve the employability of the students prior to graduate. For Students, it may mean being able to hone their business skills, check out potentials and learn more about their preferences when it comes to choosing for their future careers. The goal of this practicum is to familiarize trainees in different field of departments related to their course. Specially, students of highest study about hospitality management of courses which Bachelor of Science in Hotel and Restaurant of Management to maximize their skills and potential to prepare their selves as a professional. Also the practicum intended not only to improve skills and knowledge that students obtained but also to take improve their attitude, personality and appearance and also competency as part of a team. HISTORY Hotel Turista is a locally owned and managed group of budget hotels in the Philippines, which aims to provide value for more accommodation in key emerging cities throughout the country. Positioned to cater the needs of a discerning yet budget conscious traveler, Hotel Turista boasts of well-appointed and space-efficient customer service founded on our trademark Filipino hospitality. The Hotel Turista experience is one of utmost comfort...
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...Hyatt Regency, Pune – An Introduction Hyatt Regency Pune is a 5 star luxury hotel located in Viman Nagar, Pune. The area hosts Giga space and Weikfield IT Park, Conveniently located on Nagar Road, the hotel in Pune is only 2,5km from Pune’s Lohegaon International Airport and the city’s entertainment areas of Koregaon Park and Kalyani Nagar, making it among the most sought after hotels in Pune. The hotel provides 219 rooms & suites and 84 serviced apartments for long-term guests. Hyatt Regency Pune hosts Arogya Spa & Fitness Centre, an exclusive environment offering Ayurvedic treatments, a 17-metre heated indoor swimming pool, a sauna, a steam room and a whirlpool. The numerous activities in the surrounding area of the luxury hotel in Pune offer the guests the opportunity to spend unforgettable moments during their leisure or business trip: golf, sightseeing, art galleries, trekking etc. Introduction To Food And Beverage Department The hotel in Pune features a variety of luxury hotel restaurants, bars & lounges, including Italian and Indian cuisines at La Terrazza , The Café and a wide range of Single Malt whiskies and other liquors, wines, beers and cocktails in an elegant and intimate setting at The Single Malt & Co. Bar and Lounge. Food and Beverage in Hyatt Pune is headed by EAM Mr. Hemant Mehta. The proposed Departmental Hierarchy of Food and Beverage Department in Hyatt Pune is given below: ...
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...Hotel Management Colleges In Chennai Hotel Management is now one of the most sought after courses opted by younger generations. At present, the opportunities in hotel and hospitality industry in the country are enormous. Keeping this thing into account, the Tamil Nadu Government has made efforts for promoting professional education to a significant height. There are some more than 60 institutes in Tamil Nadu out of which about 24 are located in Chennai only. Presenting a compiled list of all major Colleges in Chennai that offer courses in Hotel Management. 1. Institute of Hotel Management, Catering Technology and Applied Nutrition-[IHM] , Chennai The Institute of Hotel Management, Catering Technology & Applied Nutrition, Chennai was established in the year 1963. The institute is located in Chennai and is affiliated to National Council for...
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...Introduction In my previous role as Food & Beverage manager & Hotel Duty Manager at many five star resort in many parts of the world including Mauritius , Uk , Israel ,Maldives, Cook island and New Zealand .. Senior executive role with years of hospitality leadership experiences including : • Hotel Duty Manager which include Front office, Reservation ,housekeeping and all other department of the hotel. • Food and Beverage Manager • Restaurant Manager • Café Manager • Chef Manager • Conference and Banqueting operation • Bar Manager, Head Bartender and Somellier. • Event Management • Barista • Sales consultant ( Sales industry ) • Account Manager ( Sales industry I am a young , friendly ,diplomatic and self-motivated person with an energetic marketer , a strong leader , have a creative and imaginative hospitality acumen . A history of driving strong visionary organizational performance in a variety of settings in the hotel department. Build consensus within organizations and align efforts to improve processes and achieve quantum growth. Use global market knowledge and ability to envision future trends to lead growth in the hospitality. Form profitable strategic plan and manage change, overseeing departments and implementation of outlet projects and event that increase productivity and control costs. Along the way, I’ve learned a lot, including how to deal with staff with dfferent culture...
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...------------------------------------------------- ENVIRONMENTALLY sUStAINABLE MANAGEMENT How Environmentally Sustainable Management Measures Up to Luxury June 7, 2015 Jill Boyd Dr. Michael Conlin Buad 390 – Properties Management June 7, 2015 Jill Boyd Dr. Michael Conlin Buad 390 – Properties Management Table of Contents Sustainable Management Initiatives 2 How Hotel Ratings Are Determined 4 5 Star Hotels – Ritz Carleton 4 4 Star Hotels – Hyatt 5 3 Star Hotels – Hilton 7 2 Star Hotels – Days Inn (Wyndham) 8 1 Star Hotels – Econo Lodge 9 Conclusion 9 Bibliography 10 In today’s world environmentally sustainable management is an important issue in many industries. The tourism industry has a large impact on the economic benefits of a country by increasing jobs, increasing income, and GDP. However, the tourism industry also has a great impact on the environment. These environmental impacts are not always as positive as economical one. It is important for hotels to help their communities by reducing their carbon footprint. It is for this reason, that many hotel chains have created environmental sustainability strategies. In this essay, I will briefly discuss agenda 21, and other sustainable management initiatives. I will also examine, several different hotel chains, in an attempt to see if their environmental strategies are consistent with a hotel’s rating. Sustainable Management Initiatives Agenda 21 was presented at the World Summit in Rio de Janeiro...
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...In-House Restaurants Become a Support Center Rather Than a Revenue Center: An Exploration of Possible Causes and Solutions for This Problem TIM 314 Hotel Management Bill Self Melanie Ho Danelle Shimabukuro Molly Thompson Abstract Purpose: The purpose of this paper is to find why in-house restaurants become a support center rather than a revenue center. This question came about when our team realized that hotel restaurants are not as popular as other restaurants and are not performing to the maximum level of customer satisfaction. This review researches to find evidence of consumer satisfaction and hotel restaurant management. Design/methodology/approach: This paper reviews consumer attitudes and service relations of the hotel restaurants management. We examine the different causes that degrade the name of hotel restaurants. Our groups research is also looking into different solutions to the problem, a possible solution would be the action of outsourcing hotel restaurants. Findings: This paper identifies the issues that affect the consumer attitudes toward hotel restaurants which then in turns reduce the popularity of the hotel restaurant. We found the attitudes of past and current opinions of hotel restaurants. Traditional fine dining hotel restaurants are not as popular as they use to be so they are using different methods to fix that problem such as outsourcing or revamping them to be...
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...Cavite State University Carmona Market drive Carmona Cavite Research Paper CAREER OPPORTUNITIES FOR HOTEL AND RESTAURANT MANAGEMENT Submitted by: Gallego Bryan M. BSHRM – 1A Submitted to: Shella Rose Diaz THE HISTORY OF HOTEL & RESTAURANT MANAGEMENT I observed that Travelers throughout the world have always sought hospitable places to rest and eat. Although modern hotels feature conveniences such as televisions, en-suite showers and minibars, they fulfill the same purpose as ancient rooms and boarding houses. The history of hotel and restaurant management goes back many years but has always involved the essential concept of hospitality. The term "hospitality" derives from "hospice," meaning a place of rest for travelers. EUROPE In the Middle Ages, European monasteries and abbeys first opened their doors to offer hospitality to travelers. Over time, business people took over the management of many of these inns. During the 19th century, the Industrial Revolution heralded the opening of hotels in Europe's major cities. The owners of many of these hotels aimed to attract wealthy travelers by building intricate and ornate buildings. Throughout the 20th century, hotels sprang up across Europe in mountain and resort regions. The European hospitality industry is a growing industry and encourages its managers to develop an international approach to hotel and restaurant management. INNS FOR TRAVELERS From the beginning of the enterprising individuals built and developed inns to...
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...Business Plan Hotel LUX: it starts here Kristel Lako 120547 Vivian de Lange 121181 Anne- Sophie Kersten 121104 Nadia Hassoune 123094 ------------------------------------------------- Team assignment Business Plan Team managers: R. van Ginneken & Maarten Staps Deadline: 07-6-2013 Class: 1HM 14 Vivian de Lange 121181 Anne-Sophie 121104 Kristel Lako 120547 Nadia Hassoune 123094 Executive Summary "When there is true hospitality, not many words are needed" The core purpose of this report is to show an idea of a feasible business hotel in Munich. The business plan explains all points, while going into debt in accounting, finance, marketing and Human Resource, why this concept will be profitable on long term. Hotel LUX is a 4 star business hotel and the main target group will be young entrepreneurs and local partners. The hotel is strategically located in the city centre of Munich and it enables its guests to be at the heart of the business community. The long-term goal of hotel LUX is to become one of the top choices in Munich for temporary lodging. This will be accomplished by creating a differentiated experience capitalizing on personal service, the facilities that the hotel provides and its unique location in one of the most attractive places in Germany, for business as well as leisure guests. We plan to be more than just lodging and accommodation and we aim for a social and warm atmosphere to relax in, and an inspiring...
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