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| TOPIC 1 : INTRODUCTION |
| 1.1 HISTORY OF LODGING-kita nak kena tahu sejarah awal penginapan nie u ols..... |
| 1.2 LODGING INDUSTRY |
| 1.3 CURRENT TRENDS-yg nie kita nak kena peka tentang isu2 semasa dan apakah trend terkini dlm HOSPITALTY INDUSTRY... |
| 1.3.1 Higher Rates, Increased Amenities |
| 1.3.2 Smart Hotel Room |
| SUMMARY |
- History of lodging started from the civilizations of Sumeria and ancient Egypt where the lodging facilities became a crucial need for traders who travelled around.
- The demand for lodging in the United States is driven by the cost of airline tickets, oil prices and population demographics.
- In 1952, one of the pioneers of the lodging industry, Kemmons Wilson, opened the first Holiday Inn. It offered standardised, quality lodging at affordable prices. The boom time in the US hotel expansion of the early 1970s was due to the completion of the interstate highway system.
- Lodging can be classified by quality of facilities and services and target market. In addition, it can be broken down into different categories: commercial, airport, suite, resort, bed and breakfast, time-share, casinos and convention centres.
- Today’s hotel rooms are more likely to be appointed with significantly upgraded amenities and latest technology. Technology facilities are being emphasised in rooms where guests require fast and efficient service.
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| TOPIC 2 : ORGANISATIONAL STRUCTURE-yang nie u ols nak kena tahu JOB DESCRITION /tugas2 harian mereka!...wajib tahu utk semua |
| 2.1 JOB SPECIALISATION |
| 2.2 ORGANISATION OF A LODGING ESTABLISHMENT |
| 2.2.1 Rooms Department |
| 2.2.2 Security-pengawal keselamatan DLL |
| 2.2.3 Engineering maintenance..apa di buat kat HOTEL nie |
| 2.2.4 Food and Beverage Department-waiter waitress termasuk BOS2 besar |
| 2.2.5 Marketing and Sales Department-nie adyva ley goreng jer..hahaha |
| 2.2.6 Human Resources Department-sumber manusia~...apakah tanggungjawabnya |
| 2.2.7 Accounting Department-akaun....kewangan!... |
| 2.2.8 General Manager-PENGURUS HOTEL ..sgt2 mencabar ye |
| 2.2.9 Resident Manager |
| 2.3 SPAN OF CONTROL |
| 2.3.1 Hotel Staffing System |
| SUMMARY |
- The four basic components of organisational structure are job specialisation, departmentalisation, patterns of authority and span of control.
- Work teams can be used to alleviate the routine caused by job specialisation.
- The departments of a full-service hotel and lodging establishment include rooms, food and beverages, marketing and sales, human resources and accounting. These departments report directly to the general manager or to a resident manager.
- Span of control refers to the number of people who report to one manager or supervisor.
- In a narrow span of control, fewer subordinates report to each supervisor, resulting in a tall organisation. In a wide span of control, a larger number of subordinates report to each supervisor, resulting in a flat organisation.
- Staffing is an ongoing challenge in the hotel and lodging industry because of high percentage of turnover.
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| TOPIC 3 : FRONT OFFICE-yang nie adyva tahu gak la nak menggoreng!..hahahaha |
| 3.1 FUNCTIONS OF FRONT OFFICE DEPARTMENT |
| 3.2 RESERVATIONS-tempahan bilik!....senang je kan~....lets baca lagi~ |
| 3.2.1 Reservation Resources-sumber2 TEMAPAHN BILIK~..ada 4....ada yg direct walk in, ada by phone atau yg dr sales |
| 3.2.2 Reservation Type-ada 2 ye...Guaranted and non guaranted reservation~ |
| 3.2.3 Receiving Reservation Inquiries-yg nie termasuk dgn Date, Types of room, room rate DLL |
| 3.3 REGISTRATION-pendaftaran okey~... |
| 3.3.1 Arrivals-kedatangan |
| 3.3.2 Group Arrivals-kedatangan kumpulan besar utk c/in |
| 3.3.3 Overbooking |
| 3.4 GUEST SERVICES |
| 3.5 TELECOMMUNICATIONS / PRIVATE BRANCH EXCHANGE (PBX) |
| 3.6 NIGHT AUDIT-nie pon TUGAS Adyva dulu2~>.hehehe |
| 3.7 CHECK-OUT-daftar keluar~kena settle bill |
| SUMMARY |
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| TOPIC 4 : HOUSEKEEPING-pengemasan bilik |
| 4.1 ROLE OF HOUSEKEEPING-undang2 pembersihan..mcm2 u ols kena ingat!..satu building hotel tue tau |
| 4.2 HOUSEKEEPING STAFF AND THEIR DUTIES-job specificatiion and job responsibilities |
| 4.3 GUEST ROOM CLEANING- pembersihan bilik2 tetamu |
| 4.4 PUBLIC AREA CLEANING - kawasan2 luar hotel yg menjadi tumpuan tetamu |
| 4.5 WORKING WITH CONTRACT CLEANERS-mcm mana bekerja dengan pekerja kontrak~ |
| 4.6 INVENTORY AND CONTROL-kawalan keluar masuk brg2 |
| 4.7 MAXIMISING BENEFITS OF TECHNOLOGY |
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| TOPIC 5 : SALES AND MARKETING DEPARTMENT |
| 5.1 ROLE OF SALES AND MARKETING DEPARTMENT-undang2 dlm sales/pemasaran |
| 5.1.1 Sales Team-terdiri drpd Sales Exec, DIRECTOR of sales, coordinator dan jugak cleark |
| 5.2 GROUP SALES-kumpulan sales yg di tubuhkan utk buat kerja2 luar! |
| 5.3 MARKETING ACTIVITIES-promosi, sales call DLL |
| 5.3.1 Advertising.pengiklanan~..penting ok |
| 5.3.2 Packages-pakej2 yg menarik!.,..ley memikat pelanggan |
| 5.3.3 Public Relations- |
| 5.3.4 Promotions-promosi yg best2 u ols...ikot tema~ |
| 5.3.5 Brochures and Collateral Materials-cthnya mcm SALES KIT |
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| TOPIC 6 : FOOD AND BEVERAGE DEPARTMENT-makanan dan minuman |
| 6.1 OVERVIEW OF HOTEL FOOD AND BEVERAGES-apakah kepentingannya kepada HOTEL |
| 6.2 OPERATIONAL AREAS OF THE FOOD AND BEVERAGE DEPARTMENT |
| 6.3 HOTEL restaurant |
| 6.4 HOTEL ROOM SERVICE-perkhidmatan makanan dan minuman terus ke bilik guest |
| 6.5 HOTEL BARS AND BEVERAGES-ada yg alcohol |
| 6.6 HOTEL FOOD PRODUCTION-product yg di keluarkan |
| 6.7 HOTEL BANQUET AND CATERING DEPARTMENT-fuction |
| 6.8 MANAGEMENT OF HOTEL FOOD AND BEVERAGES |
| 6.9 TRENDS IN HOTEL FOOD AND BEVERAGE DEPARTMENT-HALAL FOOD Product |
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| TOPIC 7 : ENGINEERING AND MAINTENANCE DEPARTMENT |
| 7.1 ROLE OF ENGINEERING AND MAINTENANCE DEPARTMENT |
| 7.1.1 Engineering |
| 7.1.2 Maintenance |
| 7.1.3 Design and Renovation |
| 7.2 STAFFING OF THE DEPARTMENT |
| 7.3 MANAGING MAINTENANCE |
| 7.3.1 Preventive Maintenance |
| 7.3.2 Emergency Maintenance |
| 7.4 MANAGING UTILITIES |
| 7.4.1 Electricity |
| 7.4.2 Water |
- The engineering and maintenance (E&M) department is responsible for the maintenance of the building, equipments, grounds and other facilities of a hotel.
- The hotel’s engineering and maintenance head is called the chief engineer.
- The chief engineer along with the department’s staff ensures that the hotel’s ground and physical plant are well maintained.
- The department is responsible for the general condition of the public areas including exterior grounds, lobbies and hallway, which create the first and lasting impression to the guest.
- A preventive maintenance programme involves activities such as basic inspection, replacement, cleaning and lubrication.
- Utility costs in hotels include expenses for water and sewage bills, gas, electricity or fossil fuel for heating and cooling the building and other resources.
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| TOPIC 8 : THE CONTROLLER-melibatkan account department |
| 8.1 CONTROLLER-control / mengawal segala perbelanjaan |
| 8.2 BUDGETING-menyediakan bajet yg tertetntu atau yg telah di tetapkan |
| 8.3 PRELIMINARY CONTROL |
| 8.4 FEEDBACK CONTROLS |
| 8.5 FRONT OFFICE ACCOUNTING-cashier tue la |
| 8.6 ACCOUNTS RECEIVABLE AND PAYABLE-type account staff |
| 8.7 PURCHASING AND RECEIVING- |
| 8.8 PAYROLL-gaji |
| 8.9 AUDITS-setiap tahun nak kena buat |
- A controller is an individual who is responsible for recording, classifying and summarising a hotel’s business transactions.
- The main responsibility of the controller is to oversee the accounting and bookkeeping functions in the hotel.
- Budgeting for revenue, expenses and profit is a process that consumes a lot of time for a hotel manager or general manager.
- Budgeting is the financial expression of a general manager’s business strategy.
- A controller and a general manager builds the hotel’s budget, monitors it closely and modifies it when necessary to achieve the desired results.
- Preliminary control is the process to identify the essential factors in selecting a hotel’s employees, vendors, materials and supply.
- Preliminary control processes focus on human resources, materials and financial resources or capital.
- Feedback controls are controls that give information about the progress of a business as it tries to achieve financial goals.
- The night auditor is responsible for the daily update of accounts receivable to produce an up-to-the-minute record or charges for the guest to settle.
- Front office accounting summarises outstanding balances in running total, so that they will ready to be settled when the guest checks out.
- Audit is an independent verification of financial records. It includes the examination of many financial records.
- The auditing tasks are performed by an auditor – an individual who conducts an independent verification of financial records.
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| TOPIC 9 : DEVELOPING AND OPENING A NEW HOTEL-mcm mana nak bukak HOTEL BARU |
| 9.1 DEVELOPING A HOTEL-develop dulu |
| 9.2 CONCEPTUALISATION – DEFINING THE PRODUCT CONCEPT-tentukan konsep! |
| 9.3 FEASIBILITY STUDY AND ANALYSIS-study all about HOTEL a-z |
| 9.3.1 The Market Study and Appraisal Process |
| 9.4 FINANCING THE PROJECT AND COMMITMENT |
| 9.5 CHOOSING THE RIGHT LOCATION |
| 9.6 PLANNING OPENING DAY |
- The five main steps are involved in a hotel deve;opment: (1) conceptualisation (2) feasibility analysis (3) financing and commitment (4) choosing the right location (5) management and operation.
- The development of a successful hotel or lodging property is the result of careful decision-making.
- Location is a key factor in a hotel’s success, helping to determine its target markets, facilities and services.
- Critical decisions which include defining the product concept, feasibility analysis, financing and commitment, choosing the right location, management and operation.
- Defining a product concept depends upon the characteristics of existing transient lodging demand, existing lodging supply and the characteristics of successful lodging enterprises in the target market.
- Feasibility studies are essential for determining the economic potential of a project.
- Economic study and appraisal evaluate the local market demand, economic characteristics, demographic characteristics, location attributes and the surrounding competitive environment.
- An economic valuation compares the value of the project cash flow with the estimated total projected costs to determine the project’s economic feasibility.
- Hotel projects are financed through commercial banks, life insurance, credit companies, real estate investment trusts and etc.
- Planning for opening day involves a series of decisions, including on construction and staffing.
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