Rooms division management
introduction
Tasks of the manager:
- Communication with the departements
- Make schedule and planning fort the future
- Use HR for:
o the hiring off the staff, and you look if they are a good fit for
the job
o payment of the staff
Chapter 1: the rooms department
All rooms need to be sold and cleaned. You have one chance to sell the
rooms on that day perishable offer
- imported to sell because it costs money
How to make sure you sell rooms?
Visibility: people need to know you exist
- distribution channels: booking is a good place to get to know a hotel,
to discoverer that there are hotels
- good marketing: flyers, adds, etc
- social media (not everybody is on the same social media platform,
get to know your target and chose the right platform
The guest doesn’t just need to find you, but also have a wonderful
experience:
- Front Office needs to welcome the guest and give a good first
impression
- Housekeeping needs to make sure the rooms are clean
Chapter 2: front office & guests: hospitality experience
2.1 The concept op hospitality
We all have some sort of same shared understanding of what hospitality is,
nut if you were to ask 10 people to give a definition, you would get 10
different definitions.
- Different for all of us, what you care about the most
Hospitality is not just a word
imported for the guest offer a hospitality experience
- they need to leave with a good feeling
- if they do not have a good experience, then you have no profit
- hospitality = main factor decision making progress
1
, o intangible concept (hospitality) <-> tangible (bed, eten)
Mystifying concept: historic hotel or dinner in the dark
if we take two hotels:
1. the first is chain of hotels that goes by the name: “historic hotels of
America”. Here, hospitality relates to such things as enjoying a book
by the fireplace in a comfortable leather chair.
2. The second hotel is a company that relates to numbers of hotels and
restaurants that offer guest the experiences to have a dinner in the
dark.
now, both are amazing hotels, but give both a different
meaning/experiences of hospitality. They both use the word hospitality,
but in a different context
One and the same concept hospitality can refer to an experience based on
history, luxury and comfort, supported by artefacts that you apricide by
sight and experiences based on suppressed and the unexpected.
Managing hospitality experiences
What we need for hospitality: just selling a product is not enough the
way witch it comes our way, the way we experiences influences the value
we attach to it effects how much money we are willing to spend
Critical element: interactive between host and guest (guest adds value)
- Experience has become an key concept
Definition: a hospitality experience is a voluntary interaction between host
and guest, in which the host provides accommodation and/or food and/or
drink to the guest and the context determines the applicable rules and
norms for the behavior for both parties.
- Voluntary: in prison you are forst and otherwise prison will be seen
as a hospitality experience
- Both parties must behave in a good way, in a way that have
applicable norms and rules, they need to behave appropriately
2.2 Adding value to the hospitality experience
The hospitality experience is more than the tangible product: such as a
room or food served in de restaurant. Also intangible features:
- welcoming smile
- booking flexibility: being able to book online at 2 in the morning, not
heaving to call, time difference
2
, - the concierge’s service: if you what a reservation in a restaurant, if
you want to see a place
- the sommelier’s story: telling a story with the wine, why this wine
and not that one
- the price of the meal: a can of tomato saus is €0,30, but you will pay
way more, because they add an experience/value
the intangible component os the cement that holds the product
together and adds value which costumers are willing to spend extra
money on.
Defining value
what is value?
Definition: the economic sacrifice costumers are willing to make in
exchange for a hospitality experience.
- You are not only sacrificing your money, but also your time and effort
- Example from the class: Michelin stars: one star is a great place to
make a stop for, a to star place is a great place to make a detour for
and a three star is a place where you make a trip for
Product levels
The hospitality experience as a product, meaning that we will use the
terms interchangeably. We can divide a product into four levels:
1. Core product: the main product we are selling, fulfils the costumer’s
primary needs and describes what they are acutely buying
- Ex. People we need a place to sleep (needs) the room we sell
(buy)
- Ex. People who are hungry (needs) the foods we sell (buy)
2. Facilitating product: we can’t provide the core product without it,
essential for costumer
- Ex. The front desk for the check-in
- Ex. Wife: if they need it for work, book for the wifi
3. Supporting product: not essential to need your core product, it adds
value
- Ex. Extra facilities, swimming pool, massage
- Ex. Wifi: if it is just nice, but not needed as a leisure guest
4. Augmented: describes the “how and where”, the environment of the
interaction that adds to the core product
- Ex. Music, fireplace, paintings on the walls
2.3 Delivering hospitality
Expectancy theory
3
, Expectations play an important role in hospitality experiences. They also
influence what we consider to be appropriate behavior linked to those
experiences.
Expectancy theory: choices employees make between behavioral
alternatives is a function of three distinct perceptions
1. Expectancy: belief that if they work hard, their job performance will
improve
2. Instrumentality: the reward they believe they will get, if they work
good
3. Valence: reward or outcome that motivates them to work
The three are needed to give the best hospitality experience
As a manager, you should take these perceptions into account so that
your employees deliver hospitality.
The iceberg model
- above the water line is everything we can see =
the behavior
o if they aren’t smiling, start a conversation as
manager, to ask why they aren’t smiling?
- Under the water is what we can’t see = the key to
understand them
o Are they skilled?
o Is it what they are expecting?
o How are they as a person?
Interaction and behavior
When people interact, there is always a goal involved
- Goal behavior effect
When you want to achieve something, you behave in a certain way that
you think will reach that goal.
- Sometimes a goal will not be reached, the interaction was not as
wanted, than the behavior was ineffective. they don’t always
react the way or to what we want them to react
2.4 Behavior and satisfaction
Hospitality behavior (SOP: standard operation procedures)
- Provide accurate, reliable and prompt service
- Show civility and respect: you don’t know what is happening in there
live
4
introduction
Tasks of the manager:
- Communication with the departements
- Make schedule and planning fort the future
- Use HR for:
o the hiring off the staff, and you look if they are a good fit for
the job
o payment of the staff
Chapter 1: the rooms department
All rooms need to be sold and cleaned. You have one chance to sell the
rooms on that day perishable offer
- imported to sell because it costs money
How to make sure you sell rooms?
Visibility: people need to know you exist
- distribution channels: booking is a good place to get to know a hotel,
to discoverer that there are hotels
- good marketing: flyers, adds, etc
- social media (not everybody is on the same social media platform,
get to know your target and chose the right platform
The guest doesn’t just need to find you, but also have a wonderful
experience:
- Front Office needs to welcome the guest and give a good first
impression
- Housekeeping needs to make sure the rooms are clean
Chapter 2: front office & guests: hospitality experience
2.1 The concept op hospitality
We all have some sort of same shared understanding of what hospitality is,
nut if you were to ask 10 people to give a definition, you would get 10
different definitions.
- Different for all of us, what you care about the most
Hospitality is not just a word
imported for the guest offer a hospitality experience
- they need to leave with a good feeling
- if they do not have a good experience, then you have no profit
- hospitality = main factor decision making progress
1
, o intangible concept (hospitality) <-> tangible (bed, eten)
Mystifying concept: historic hotel or dinner in the dark
if we take two hotels:
1. the first is chain of hotels that goes by the name: “historic hotels of
America”. Here, hospitality relates to such things as enjoying a book
by the fireplace in a comfortable leather chair.
2. The second hotel is a company that relates to numbers of hotels and
restaurants that offer guest the experiences to have a dinner in the
dark.
now, both are amazing hotels, but give both a different
meaning/experiences of hospitality. They both use the word hospitality,
but in a different context
One and the same concept hospitality can refer to an experience based on
history, luxury and comfort, supported by artefacts that you apricide by
sight and experiences based on suppressed and the unexpected.
Managing hospitality experiences
What we need for hospitality: just selling a product is not enough the
way witch it comes our way, the way we experiences influences the value
we attach to it effects how much money we are willing to spend
Critical element: interactive between host and guest (guest adds value)
- Experience has become an key concept
Definition: a hospitality experience is a voluntary interaction between host
and guest, in which the host provides accommodation and/or food and/or
drink to the guest and the context determines the applicable rules and
norms for the behavior for both parties.
- Voluntary: in prison you are forst and otherwise prison will be seen
as a hospitality experience
- Both parties must behave in a good way, in a way that have
applicable norms and rules, they need to behave appropriately
2.2 Adding value to the hospitality experience
The hospitality experience is more than the tangible product: such as a
room or food served in de restaurant. Also intangible features:
- welcoming smile
- booking flexibility: being able to book online at 2 in the morning, not
heaving to call, time difference
2
, - the concierge’s service: if you what a reservation in a restaurant, if
you want to see a place
- the sommelier’s story: telling a story with the wine, why this wine
and not that one
- the price of the meal: a can of tomato saus is €0,30, but you will pay
way more, because they add an experience/value
the intangible component os the cement that holds the product
together and adds value which costumers are willing to spend extra
money on.
Defining value
what is value?
Definition: the economic sacrifice costumers are willing to make in
exchange for a hospitality experience.
- You are not only sacrificing your money, but also your time and effort
- Example from the class: Michelin stars: one star is a great place to
make a stop for, a to star place is a great place to make a detour for
and a three star is a place where you make a trip for
Product levels
The hospitality experience as a product, meaning that we will use the
terms interchangeably. We can divide a product into four levels:
1. Core product: the main product we are selling, fulfils the costumer’s
primary needs and describes what they are acutely buying
- Ex. People we need a place to sleep (needs) the room we sell
(buy)
- Ex. People who are hungry (needs) the foods we sell (buy)
2. Facilitating product: we can’t provide the core product without it,
essential for costumer
- Ex. The front desk for the check-in
- Ex. Wife: if they need it for work, book for the wifi
3. Supporting product: not essential to need your core product, it adds
value
- Ex. Extra facilities, swimming pool, massage
- Ex. Wifi: if it is just nice, but not needed as a leisure guest
4. Augmented: describes the “how and where”, the environment of the
interaction that adds to the core product
- Ex. Music, fireplace, paintings on the walls
2.3 Delivering hospitality
Expectancy theory
3
, Expectations play an important role in hospitality experiences. They also
influence what we consider to be appropriate behavior linked to those
experiences.
Expectancy theory: choices employees make between behavioral
alternatives is a function of three distinct perceptions
1. Expectancy: belief that if they work hard, their job performance will
improve
2. Instrumentality: the reward they believe they will get, if they work
good
3. Valence: reward or outcome that motivates them to work
The three are needed to give the best hospitality experience
As a manager, you should take these perceptions into account so that
your employees deliver hospitality.
The iceberg model
- above the water line is everything we can see =
the behavior
o if they aren’t smiling, start a conversation as
manager, to ask why they aren’t smiling?
- Under the water is what we can’t see = the key to
understand them
o Are they skilled?
o Is it what they are expecting?
o How are they as a person?
Interaction and behavior
When people interact, there is always a goal involved
- Goal behavior effect
When you want to achieve something, you behave in a certain way that
you think will reach that goal.
- Sometimes a goal will not be reached, the interaction was not as
wanted, than the behavior was ineffective. they don’t always
react the way or to what we want them to react
2.4 Behavior and satisfaction
Hospitality behavior (SOP: standard operation procedures)
- Provide accurate, reliable and prompt service
- Show civility and respect: you don’t know what is happening in there
live
4
