United Management Training School

Certificate In
Hotel Management
Daw Khin Yee Mon Thant
Founder and Lecturer at United Management Training School
Master of Business Administration
(University Of Northampton, UK)
Postgraduate Diploma in Strategic Management and Leadership (Pearson, UK)
B.A (English)
Diploma in Business Management and Administration (ICM, UK)
Certificate in Advanced Business Calculation (UK)
Certificate in Business Statistics (UK)
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Hotel Management
Certificate in Hotel Management Course Guidelines
 Hotel Management Introduction
 Front Office Management
 Hotel Human Resource Management
 Client, Customer Service & Relationship Management
 Customer Communication Management
 Operation Management

Chapter 1- Hotel Management Introduction, Front Office Management

Chapter 2 - Hotel Human Resource Management

Chapter 3 - Client, Customer Service & Relationship Management, Customer

Communication Management

Chapter 4 – Operation Management

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Chapter 1
Hotel Introduction and Front Office Management

Introduction to Hotel
Hospitality Industry (Service Industry )
 The common goal of the hospitality industry is to provide necessary or desired services and
products to the customers/ travelers.
 The hotel industry not only relates to luxury hotels and resorts, but it also includes
overnight accommodation in guesthouses, motels, inns, and hostels as short-term types of
accommodation.
 The main purpose of hotels is to provide guest travellers with food, drinks, services, and
shelter whilst they are away from home.

What is Hotel Management?

 Hotel Management is a field of business and a study that tends itself to the operational
aspects of a hotel as well as a wide range of affiliated topics.
 Hotel management involves the management of anything that’s related to the hotel
industry.

Level of Hotel
Hotels are also categorized by star according to the service and facilities offered.
( One Star )* low budget hotel - A one star rating often means a property has no additions and
only offers basic accommodations.
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( Two Star )** budget hotel – A two star properties are typically more affordable than hotels that
have a higher rating — they are also usually quite comfortable.

( Three Star )*** middle class hotel – A three star hotels ordinarily have some unique facilities and
provide quality service.

( Four Star )**** first class hotel – A four star hotels are often noted for their upscale quality and
extraordinary comfort.

( Five Star )***** luxury hotel - A five star property provides flawless guest services in a state-of-
the-art facility. As a five-star property, such as premium dining options and personalized services
to its guests.
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Type of hotels
1. Commercial Hotels

2. Airport Hotels

3. Suite Hotels

4. Extended-Stay Hotels

5. Residential Hotels
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6. Resort Hotels

7. Bed-and-Breakfast Hotels

8. Vacation Ownership and Condominium Hotels

9. Casino Hotels

10. Conference Centers Hotels

11. Convention Hotels

1. Commercial Hotels
They are usually located in downtown or business districts. They primarily cater to business
travelers, many tour groups, individual tourists, and small conference groups.
2. Airport Hotels
They are near the airport and mainly for airline passengers, airline personnel and business
travelers.
3. Suite Hotels
They have guest rooms with living room or parlour area and a separate bed room. Some
include a kitchenette. They have fewer and more limited public areas and guest services
than other hotels.

4. Extended Stay Hotels

They are similar to suite hotels but have more complete kitchen amenities. They are
designed for travelers who intended to stay five days or longer and require reduced hotel
services.

5. Residential Hotels
These hotels provide long term or permanent accommodations. They are like suite hotel
with guest room including sitting room, bed room, and kitchenette. They may also provide
daily housekeeping, front desk and uniformed services. Restaurant and lounge may also be
located on the premises.

6. Resort Hotels
They are usually located on the mountains, on the island or at some exotic locations away
from crowded areas. They are mainly for holidays or vacations .

7. Bed and breakfast Hotels

Also called B&B. Usually has 20 or 30 rooms providing breakfast and has limited services.
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8. Vacation ownership and Condominium Hotels

Individual purchases ownership of accommodations for as specific period of time usually

one or two weeks a year. They come to stay there during that time of the year. They can
also rent their place for that period of time if they cannot come or they choose not to come.

In condominium hotel, the owner chooses to stay for a period of time. The management
rent out of the units for the remainder of the year and the revenue goes to the owner.

9. Casino Hotels
They are hotels with gambling facilities, usually luxury hotels with full services.

10. Conference Centre Hotels

Offer overnight accommodation for meeting attendees and has full facilities for conference.
Usually provide extensive leisure facilities.
11. Convention Hotels
Convention hotel has sufficient number of guest rooms to house all attendees. Hall spaces,
ball rooms, meeting rooms and dining facilities.

Classifying Guest

 Business Travellers - They are almost the most important travel market for many city
hotels and this is the reason why the hotels who target this market have designed specific
products and services to cover their needs such as a quiet environment.
 Pleasure/Leisure Travellers - Leisure tourism takes a person away from the
humdrum of everyday life. In this case, people spend their leisure time at the hills,
sea beaches etc
 Group Travellers - Group travel is when friends, family, coworkers, classmates, and
teams travel together
 International Travellers - All displacements that do not convert the traveler into a
resident and that are outside his/her usual environment.

Core Value of Hospitality

 Respect
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 Humility
 Courtesy
 Helpfulness
 Sincerity

Organization for Front Office

Rooms Division
1. Reservation
2. Front Office
3. Housekeeping

Organization for Front Office

1. Reservation
2. Receptionist ( Front Desk )
3. Cashier
4. Guest Relation Officer
5. Concierge ( Bell captain, Door Man, Bellboys, Drivers )
6. Operator ( Telephone )
7. Business Centre
8. Night Audit

 A reservation agent responds to reservation request and creates reservations records.

 A cashier handles money, post charges and oversees guest account settlement.

 A concierge agent handles guest luggage and escort guest to their room

 A telephone operator manages the switchboard and coordinates wake-up calls.

 A business centre agent handles guest ticketing, city tour and secretarial assistance.

 An audit agent verlifies posted entries to guest and non-guest account, balancing all front
office account. Resolving room status and rate discrepancies, reviewing guest credit
transactions against established limits and generating operational managerial report.
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Four Stages of Guest Cycle

 Pre arrival
 Arrival
 Occupancy
 Departure

Guest Cycle
Pre-arrival
Step 1 : Reservations

Arrival

Step 1 : Doormen and Porters

Step 2 : Registration
Step 3 : Room Assignment
Step 4 : Issuing of keys
Step 5 : Baggage Handling

Occupancy
The major front office objective throughout the guest cycle is to encourage repeat visits. The hotel
must be aware of a guest complaint in order to resolve it. Security is primary front office concern
throughout all stages of the guest cycle, especially during occupancy. Goods or services purchases
form the hotel’s restaurant, lounge, room service, telephone, transportation area, gift shop, spa
and other revenue outlets may be charged to guest account. Guest accounts must be continually
monitored to ensure that the house limit is not exceeded.

Departure

Step 1 : Check-out

Step 2 : Bill Settlement

Step 3 : Transportation

Step 4 : Baggage Handling