pengenalan hospitaliti industri

2. 2
Introduction
• The hotel pioneers discussed set the groundwork for
many of the designs, services, and amenities
considered commonplace today.
• Criteria for identifying hotels are based on:
size location product type
2

3. 3
Hotel Sizes
• The industry use the following to determine a
hotel’s size based on its number of rooms.
Classification Number of Sleeping Rooms
Small 1 to 150
Medium 151 to 400
Large 401 to 1500
Mega 1501 and over
3

4. 4
• Management salaries increase as the number
of guest rooms increase.
• A larger hotel will theoretically be harder to
manage (due to a larger staff, more outlets, and
a greater amount of meeting space).
4

5. 5
• Larger hotel sizes will also necessitate a
greater number of specialized management
positions.
• A large-size hotel many have a front office
manager as well, but reporting to him/her may
be the following: (assistant front office managers, front
des managers, valet manager, concierge manager, PBX
manager, bell captain, parking garage manager, numerous
supervisors, and so on).
5

6. Ownership & Management
6

7. Classified by the types of ownership:
independent, chains, franchises
Independent lodging property is a single-unit
business not connected with any other
business. Usually one owner.
The owner could be a single person, a
partnership, or a corporation.
7

8. Hotel Chains
• Chains are multiple-unit businesses that have
the same brand name and the same
ownership.
• A franchise is a unit of a chain that has been
purchased by an outside owner. The outside
owner runts the franchise in the way required
by the chain owner.
8

9. • Advantages of chains in brand name.
• The chain owner also work to develop brand
loyalty. One way is through frequent guest
programs.
• Ex.: Whenever you stay at a unit of the chain,
you earn points. Like health club privileges or
free nights stay.
9

10. • Central Reservation Center is one office that
handles the reservations for all the units in the
chain.
• A guest can call one toll free number to
reserve a room at any hotel in the chain
anywhere in the country or the world.
10

11. Hotel Management
• Hotel Management is the day to day running
of the hotel. Hotel management is often
called hotel operation.
• One person (or company) can own the hotel,
and another person (or company) can manage
it.
11

12. • As far as customers are concerned, they
identify the owner with the brand name on
the hotel.
12

13. THE
HOTEL
BUSINESS

14. Hotel Development and
Ownership
• Franchising and management
contracts are the two main
driving forces in the
development and operation of
the hotel business

15. FRANCHISING
• Began in 1970 by The Ritz Carlton
• A concept that allows a company to use other people’s
money for growth rather than financing
• Franchising is used to rapidly expand business
• The franchisee is granted the rights to use trademarks,
operating procedures and other business procedures
• Franchisor means the company that allows an
individual to run a location of their business
• The franchisor owns the main company, trademarks
and product but gives the right to the franchisee to run
the franchise location in return for an agreed upon fee

16. FRANCHISING
• Benefits of franchising to the franchisee :
- Standard set of plans
- National advertising
- Centralized reservation system
- Participation in volume discounts
- Listing in franchisor’s directory
- Lower fee percentage charged by credit card
companies

17. • Drawbacks of franchising to the
franchisee :
-High fees
-Central reservation system accounts
for about 7-26% of reservation
-Conformity
-Must maintain standards

18. FRANCHISING
• Pros and cons for franchisor
Pros :
-Increased market share and recognition
-Up front fees
Cons :
-Careful in selection of franchisees
-Difficulty maintaining standards and controls

19. MANAGE CONTRACTS
• Organization that operate properties owned by
others. (Agreement between the owner of a
hotel and its operating company)
• Little or no up front financing or equity involved
• Allows the hotel company to manage the
property for a period of 5, 10 or 20 years (long
term basis)
• The company receives a management fee (a
percent of gross and/or net operating profit
usually 2-4.5% of gross revenues)

20. CLASSIFICATION OF
HOTELS
Hotel can be classified based on the following
criteria :
• Size of the hotel
• Target market
• Level of service
• Quality ranking (Star rating)
• Location

21. TARGET MARKET
1. Commercial Hotels
• Located in the heart of the city
• Near shopping areas
• High rates
2. Airport Hotels
• Set up near airport
• To cater transit guest
• Taxi or limousine service
3. Suites Hotels
• Offer room with compact kitchen
• Suitable for executives during a for longer business stay

22. 4. Resort Hotels
• Located at the sea shore or hill station
• Places used for relaxation or recreation, attracting
visitors for vacations
5. Bed and Breakfast Hotels (B&B)
• An European concept
• Range from houses with a few rooms with overnight
facilities
• Owner lives together and serve breakfast
6. Casino Hotels
• Hotels with gambling facilities
• Rooms and food and beverages may be quite luxuries

23. 8. Convention Hotels
• Have large convention / meeting facilities
• Cater people attending MICE
9. Extended Stay Hotels
• Similar to suite hotel
• For travellers who intend to stay 5 days or
longer
• Require reduced hotel services

24. LEVEL OF SERVICE
1. World Class Service
• Luxury hotel
• Provides upscale restaurants & lounges, exquisite décor,
concierge service & luxurious meeting facilities
• Guestroom contains furnishing, décor & artwork
2. Medium Range Service
• Offering mid market services
• Largest segment of travelling public
• Staff level is moderate
3. Economy / Limited Service
• Budget hotel
• Focus on meeting basic needs of the guests
• Provide clean, comfortable and inexpensive rooms

25. QUALITY RANKING
(STAR RATING)
The star category is given by the committee of
the Hotels and Restaurants Approval and
Classification Committee (HRACC)
Star
Stars
Stars
Stars
Stars

26. RATING SYSTEM IN
MALAYSIA
• Hotels in Malaysia are rated according to
the star rating system designed by the
Ministry of Tourism & Culture
• The system assigns points from 1-10 to
six different criteria in order to
determine the star rating of the hotel

27. CRITERIA IN THE STAR
RATING SYSTEM
• Criteria 1 : Appearance and Cleanliness of
Hotel Common Areas
• Criteria 2 : Presence and Quality of Hotel
Facilities
• Criteria 3 : Quality and Ambiance of
Bedroom
• Criteria 4 : Quality and Variety of Services
Provided by Hotel
• Criteria 5 : Safety and Hygiene of Hotel
• Criteria 6 : Professionalism of Hotel Staff

28. LOCATION
1. City / commercial hotel
• Located in the heart of the city
• Near shopping areas
• High rates
2. Suburban hotel
• Located in the suburbs
• Have quieter surroundings
• Moderate rates
3. Airport hotel
• Set up near airport
• To cater transit guest
• Taxi or limousine service

29. 4. Motel
• Derived from motor hotel
• Located on highway
5. Resort hotel
• Located at the sea shore or hill station
• Place used for relaxation or recreation,
attracting visitors for vacations
6. Floatels
• Hotels floats on water (luxury ship)

30. THE RELATIONSHIP OF MARKET MENU AND CONCEPT
Kriteria dalam skim Kedudukan
1.akses WiFi untuk semua tingkat
2.menggalakkan lebih amalan Malaysia
3.menghantar maklum balas membentuk bentuk dari tetamu yang lurus
kepada kementerian
Hotel 1-2 bintang
1.saiz kecil dan sederhana
2.perabot dan ficillities adalah asas
3.menyediakan tv dan telefon di dalam bilik tidur
4.terletak berhampiran tarikan yang mampu milik dan mempunyai
akses mudah ke pengangkutan awam

31. Hotel bintang 3-4
1.hotel rasmi dengan kawasan menyambut tetamu pintar, perkhidmatan
kaunter dan perkhidmatan bellboy
2.valet tempat letak kereta, pusat kecergasan dan kolam renang sering
disediakan
3.julat harga RM150 sehingga RM450
Hotel 5 Bintang
1.Hanya menawarkan tahap tertinggi penginapan dan perkhidmatan
2.lokasi hotel boleh berbeza-beza dari lokasi yang sangat eksklusif kawasan
pinggir bandar ke tengah-tengah pusat bandar
3.kumpulan-kumpulan pelobi hotel yang mewah, bilik-bilik lengkap dengan
perabot bergaya dan linen berkualiti
4.menyediakan restoran 5-7
5.julat harga 500 dan ke atas

32. • Akomodasi adalah suatu yang disediakan untuk
memenuhi keperluan, misalnya tempat menginap
atau tempat tinggal sementara bagi orang
melancong.
• Akomodasi juga merupakan suatu komponen industri
, kerana akomodasi merupakan suatu tempat atau
bilik dimana orang-orang / pengunjung dapat
beristirahat /menginap / tidur, mandi, makan dan
minum serta menikmati layanan dan hiburan yang
tersedia.
AKOMODASI

33. AKOMODASI TERDAPAT 3 JENIS, IAITU :
1. Akomodasi Komersil, iaitu akomodasi yang dibangun dan dioperasikan semata-mata untuk
mencari keuntungan yang sebesar-besarnya.
2. Akomodasi Semi Komersil, iaitu akomodasi yang dibangun dan dioperasikan bukan semata-
mata untuk tujuan komersil, tetapi juga untuk tujuan sosial (masyarakat yang kurang
mampu).
3. Akomodasi Non Komersil, iaitu akomodasi yang dibangun dan diopersikan semata-mata untuk
tujuan non komersil, iaitu tidak mencari keuntungan atau semata-mata untuk tujuan sosial
atau bantuan secara cuma-cuma, namun khusus untuk golongan/kalangan tertentu dan juga
untuk tujuan tertentu.

34. CONTOH AKOMODASI
Akomodasi komersil
• Hotel suatu bentuk akomodasi yang dikelola secara komersial, disediakan
bagi setiap orang untuk memperoleh pelayanan dan penginapan berikut
makan dan minum.
• Hostel (Youth Hostel), adalah bentuk hotel yang disediakan bagi remaja
atau pelajar dengan tarif relatif lebih murah (youth hostel di Indonesia
dikenal dengan istilah pondok wisata remaja).
• Cotagge, sejenis akomodasi yang berlokasi disekitar pantai atau danau
dengan bentuk bangunannya terpisah-pisah atau berpondok-pondok, serta
dilengkapi dengan fasilitas rekreasi pantai atau laut.
• Bungalow, sejenis akomodasi yang berbentuk rumah-rumah berlokasi di
daerah pegunungan, yang disewakan untuk keluarga/rombongan karyawan
untuk seminar /lokakarya, dan sebagai tempat peristirahatan padawaktu
liburan.

35. • Inn, sejenis akomodasi yang berlokasi di daerah peristirahatan
menghubungkan dua buah kota, menyediakan penginapan, makan dan
minum, serta pelayanan umum lainnya, serta disewakan untuk umum bagi
orang-orang yang mengadakan perjalanan dan singgah (beristirahat) untuk
sementara waktu (kurang dari 24 jam dan jarang sampai 2 / 3 hari).
• Guest House, sejenis akomodasi yang dimiliki oleh perusahaan, instansi
pemerintah / swasta yang diperuntukan bagi para tamu-tamunya yang
menginap dan mendapatkan fasilitas makan, minum serta pelayanan
lainnya yang disediakan secara sederhana dan gratis atau ditanggung
perusahaan / instansi yang mengundangnya, tetapi bila guest house ini
dimilki oleh perusahaan swasta yang dibuka untuk umum maka sifatnya
sama dengan hotel yaitu bertujuan untuk mencari keuntungan hanya
pelayanannya yang secara sederhana.
• Apartment House, sejenis akomodasi yang disewakan untuk ditempati
sebagai rumah tinggal ( dalam jangka waktu lama ) untuk 2, 3 atau 4
keluarga secara terpisah.

36. • Logement (Losmen), sejenis akomodasi yang menggunakan
sebagian atau keseluruhan bangunan rumah untuk
penginapan dengan atau tanpa makan dan minum bagi setiap
orang yang datang untuk beristirahat sementara waktu. ( saat
ini kebanyakan losmen menjadi hotel melati ), dengan fasilitas
dan tarif yang lebih rendah dari hotel berbintang.
• Floating Hotel, sejenis akomodasi yang berada di atas kapal-
kapal pesiar yang menyediakan fasilitas kamar, makan dan
minum serta fasilitas pelayanan dan hiburan seperti hotel,
namun berfungsi pula sebagai alat transportasi laut.
• Pension, sejenis akomodasi berupa hotel kecil yang
menyediakan pelayanan penginapan, makan dan minum
tamu-tamunya dengan tarif relatif rendah.

37. • Mansion House, sejenis akomodasi berbentuk rumah-rumah besar yang
ditempati/disewakan kepada beberapa keluarga atau satu keluarga besar,
ataupun kelompok karyawan yang ditanggung oleh suatu perusahaan.
• Ryokan, akomodasi khas Jepang, yang memiliki sarana dan fasilitas serta
pelayanan khas sesuai dengan kebiasaan orang-orang Jepang.
• Marina Boatel, Nautel, sejenis akomodasi yang dibangun/berada di atas
sungai, danau atau laut yang dapat berfungsi juga sebagai
penambatan/bersandarnya kapal-kapal pribadi dan kapal-kapal kecil yang
melayani wisata bahari.

38. • Holiday Flatlets, sejenis akomodasi yang dilengkapi dengan
peralatan rumah tangga, peralatan rekreasi, dan peralatan olahraga
yang disewakan secara mingguan / pada hari-hari libur dengan
pelayanan / pemeliharaan dan pembersihan ruangan secara
minimal.
• Lodging House, sejenis rumah yang menyediakan tempat menginap
untuk satu malam saja atau untuk waktu kurang dari 1 minggu
sekali datang menginap.
• Boarding House, yaitu suatu bangunan atau bagian dari bangunan
yang menyediakan tempat menginap untuk waktu singkat seperti
lodging house, hanya ditambah dengan makan dan minum.
• Condominium Hotel, suatu kompleks bangunan yang dimiliki oleh
bebrapa orang pengusaha, atau bangunan tersebut dapat dijual
untuk beberapa pengusaha dengan perusahaan yang berbeda jenis
usahanya.

39. AKOMODASI SEMI KOMERSIL
1. Graha Wisata Remaja
2. Asrama Mahasiswa/Pelajar
3. Pondok Pesantren
4. Rumah Sakit
5. Home-Stay
6. Rooming House
7. Holiday Camp
8. Camping Ground/Camping Site
9. Wisma
10. Penginapan
AKOMODASI NON KOMERSIL
1. Mess (yang dimiliki instansi pemerintah/departemen)
2. Guest House (dilingkungan Istana,khusus bagi tamu negara)
3. Rumah Panti Asuhan
4. Pemondokan
5. Villa (yang dimiliki secara pribadi)

40. ROOM DIVISION
OPERATION

41. FUNCTION OF HOTEL
1) Provide lodging accommodations
2) Revenue centers
3) Cost centers
4) Serve and enrich society
5) Create profit for the owners

42. ROLE OF GENERAL
MANAGER
1) Provide owners with a reasonable
return on investment
2) Keep guests and employees happy
3) Responsible for performance of hotel
and employees
4) Responsible for the hotel’s level of
profitability

43. EXECUTIVE
COMMITTEE
• Make all the major decisions affecting the hotel
• Made up of key associates who head major
departments :
1) General Manager
2) Director of Human Resources
3) Director of Food and Beverage
4) Director of Rooms Division
5) Director of Marketing & Sales
6) Director of Engineering
7) Director of Accounting

44. HOTEL EXECUTIVE ORGANIZATION CHART
General
Manager
Director of
Food &
Beverage
Director of
Marketing &
Sales
Director of
Human
Resource
Director of
Accounting
Director of
Room Division
Director of
Engineering

45. ROOM DIVISION
• In most hotels, the rooms division generates
more revenue than other divisions
• Consists of following departments :
1. Front Office :
a) Reservation
b) Guest Service
c) Concierge
d) Communication
2. Housekeeping
3. Security

46. FRONT OFFICE
• The hub or nerve center of the hotel
• Responsibilities :
1) To sell and up-sell rooms
2) To maintain balanced guest accounts
3) To offer services such as handling mail,
faxes, messages and local and hotel
information

47. RESERVATION
• Department is headed by the Reservation
Manager
• Objective is to exceed guest expectations
when they make reservations
• First contact for guest who made reservation
• Handles all room booking either for individual
or group
• Important to hotel because of the potential &
actual revenue realized

48. GUEST / UNIFORMED
SERVICES
• Uniformed staff is headed by a Guest
Service Manager
• Consists of door attendants, bell persons,
and the concierge
• Greet guest as they arrive at the hotel,
escort them to the front desk, personally
allocate the room, and take the guest
and luggage to the room

49. CONCIERGE
• Typically in a luxury hotel
• Handles guest needs
• Should have knowledge of the city
• Assists guests with restaurant
reservations, directions, tickets to
show and etc.

50. COMMUNICATION
(CBX / PBX)
• Management of in-house, guest
communications (pagers, radios),
faxes, messages and emergency
center
• Operates 24 hours a day (3 shifts)

51. HOUSEKEEPING
• Largest department in terms of staff
• Responsible for the cleanliness, appearance and
condition of the entire hotel
• Scope of housekeeping department :
1. Guestroom maintenance
2. Maintenance of public areas
3. Maintenance of linen and laundry service
4. Washing, repair and inventory of employee’s uniform
5. Installation, cleaning and maintenance of fixtures and
facilities
6. Provision of special services like baby-sitting, polishing
shoes and etc

52. SECURITY AND LOSS
PREVENTION
• Security division personnel are usually
screened from in-house personnel, security
officers or retired police officers, across
certain physical skills and prior experience
• Functions of the security department :
1) Patrols the property
2) Monitors supervision equipment
3) Ensures safety and security of guests,
visitors and employees

53. • Includes :
-Security officers
 Make regular rounds of the hotel premises
-Equipment
 Walkie-talkie, CCTV’s, smoke detectors, fire
alarms and electronic key cards and etc
-Safety procedures
 Guidelines for the staffs and the guests to
ensure their safety
-Identification procedures
 Identification cards with photographs to all
employees

54. • Nowadays, people usually stay in other city or town and away from their home for some certain
period of time. Lodging is the only place for them to stay during that time. Besides that, the
advantages of lodging are that the guest can put away their stress on doing housework such as
cleaning and laundry because in the lodging, those services are provided. Other than that, leisure
places such as gymnastic room or swimming pool is another attraction for the consumer to make
their choice staying in a hotel. In additional, lodging in hospitality industry on the economics
angle is the ability to provide products or services of superior quality and reasonable price.
Besides that, the company can provide a lower cost which can provide a lower price for the
customer than the competition offers. Therefore, the hotel must always update their guest about
the latest promotions and also the event organized from other competitors.
• Furthermore, localization is the advantages of the lodging in the hospitality industry. In
localization part, hotel can be divided in two types which is the conference hotel and hotel that
nearby the vocational locations. Conference hotel is mainly targeted on businessman and it is
located in the city or a conference area of the certain country. Then, the hotel which is nearby
the vocational locations is hotel which is located near beautiful such as beach resort. Besides
that, these hotels also located in a tourism area and mainly targeted on family. This kind of hotel
is very free during the peak working hour but will be very peak during the holiday period.
• Moreover, the environment is another factor of advantages in lodging. The strategic location of
the hotel that can allow the guests to view nice and beautiful scenery. The guest can have a
memorable view and release tension by just looking out from their room. Other than the
lodging, customer also concern about the quality of entertainment such as pub, snooker center,
golf field, casino and theme park. For guest who wanted to release stress and seeking for
entertainment, this is the best attraction to them.
Advantages of Lodging

55. • In large hotels, there are a large numbers of rooms, facilities and wide choices of
dining to be chosen. All these are the advantages of lodging but it also the
disadvantages of lodging. In large hotels, a long queued line at the reception area is
the common things in most of the large lodging. The main reason that causes this
problem is the failure of the management. As a hotelier, we must have a further
planning in handling critical situation because we can't ensure that the guest will
check out on time and won't causes the next guest to wait a period of time before
they can check into their room.
• Furthermore, the most common problem that will be happened in large hotels is lack
staffs in working. This problem can cause the guest to get angry while waiting to be
served. Besides that, the insufficient of the staff may also cause another staff to suffer.
This problem can cause a big problem and complains from a guest as they waiting
something from the staff while the staff is busying handling another guest.
Disadvantages of Lodging