Tourism & hospitality

management

Appl icat ion in a hote l

Team

Number

Name

0016 RATNAYAKE M0048 HERATH IWB0038 RAJAPAKSA TN0040 BANDARA MC0022 WEERASURIYA TP

Special Thanks

To Front office manager

Hilltop Hotel

Acknowledgement

To Mr. CM

Samarawickrama Senior lecturer and head of the dept.

HNDTHM

Content

Executive summary

Literature review

Aitken Spence

Front office operations

Hilltop hotel

Business

Business is an

entity which

makes profits

while managing

risk.

“”

Tourism and hospitality business

travelling to and

staying in places

outside their usual

environment for not

more than one

consecutive year for

leisure, business and

other purposes.

“

”

Characteristics of Hospitality Industry

Inseparability

Perishability

Labor-intensive

Repetitive

Intangibility

Components of T & H Industry

1. Lodging Operations-such as hotels, resorts, motels etc.

2. Transportation Services-such as taxi, train, cruise ships, etc.

3. Food and Beverage Operations-such as restaurants, bars, etc.

4. Retail Stores-such as souvenir shops, etc.

5. Activities-such as recreations, festivals, etc.

Unique divisions in a hotel

Kitchen OperationsHouse

KeepingFront OfficeF &

B

“

”

Classification of Functional Areas

Revenue vs. Support Centers

Revenue Centers - those that sells goods or

services to guests

Support Centers - these do not generate

direct revenue, but provide important

backing for the hotel’s revenue centers

Front-of-the-house - areas that involves guest and employee interaction

Back-of-the-house - areas where interaction between guests and employees is less common.

Front-of-the-house vs. Back-of-the-house

Classification of Functional Areas

Management

Management is the process

of planning, organizing,

leading and controlling the

limited organizational

resources in order to achieve

organizational goals and

objectives, efficiently and

effectively

Hotel organization

Managerial terms Limited Organizational resources

o Human resource – employees,

managers

o Physical resource – Lands, rooms

o Financial resource – Money

o Information

o Technology

Hotel organization

Managerial terms

Objectives”

“Goals

Qualitative

targets

Quantitativ

e targets

Hotel organization

Managerial terms

“EfficiencyEffectiveness”

Doing the things right

Doing the right things

Managerial Process

“PlanningSet objectives and

determine strategiesOrganizing”Set limited resources accordingly to the set plans

“LeadingControl

ling”

Provide Leadership,

inspiration, link to employees

Making sure plans are functioning as expected

Managerial Process

Managerial Levels

Top level

Middle level

Front level

Man

ag

eri

al

Pyra

mid

Managerial Skills

Conceptual skills“ Interperson

al SkillsTechnical Skills ”

Requirement of managerial skills

Top level

Middle level

Front level

Conceptual Skills

Human Skills

Technical SkillsM

an

ag

eri

al

Pyra

mid

Aitken Spence

History and evolution

Vision

Administration

Hotel Chain

History and evolutionYear Highlight

1868 Established Thomas Clark & Patrick Gordon Partnership and its name was Clark and Spence

1873 Name changed due to new partners of Aiken brothers and its name was Aitken Spence Co.

1952 Company became Private limited liability company

1972 Invested in its 1st hotel “Neptune”

1974 Started commercial operations in Neptune

1983 Listed at CSE with initial capital of 51 million

1993 Started operations in the Maldives

1994 Commencement of the iconic hotel Kandalama

2005 Rebranding its hotel chain by adding “Heritance”

2012 Acquire full administrative control of the hotel Hilltop

Vision

To achieve excellence in

all our activities,

establish high growth

businesses in Sri Lanka

and across new frontiers,

and become a globally

competitive market

leader in the region

“”

Administration

Chairman

Managing Director

Board of Directors

Corporate Management Team

Hotel Management Team

Top

Middle

FrontMan

ag

eri

al

Pyra

mid

Hotel Chain

Branches network1. Heritance Kandalama2. Heritance Ahungalla3. Heritance Tea Factory4. Heritance Ayurveda

Maha Gedera5. The Sands6. Hotel Hilltop7. Browns beach hotel8. Earl’s Regency9. Bandarawela Hotel

Front Office Operations

Main ObjectiveGuest CycleFunctions

Main Objective

Handling Guest cycle effectively and efficiently by providing guest services and maintaining guest accounts

“”

Guest Cycle

The guest cycle describes the activities that each

guest passes by from the moment he/she calls to

communicate a reservation inquiry till he/she

departs from the hotel.Pre-Arrival

Arrival

Occupancy

Departure

Guest Services

Reservation

Registration

Occupancy services

Check-out and

history

Hilltop Hotel

“1981

Established in 2012”

Full acquisition by Aitken Spence

Profile

3star

Rooms

73

Standard Rooms 0

1Deluxe room

Organizational Structure Front office

Front office managerAssistant Front office managerFront office

supervisorsReceptionists/OperatorsTrainees

SWOT

Strengths

“LocationFriendly staff

Part of one of the strongest businesses in Sri Lanka

Favorable customer responses

SWOT

Weaknesses “Image among localsNot targeting the local marketCentralized management practices

SWOT

Opportunities “Increasing per capita incomeImprovements of local

infrastructureEradication of terrorist activities

SWOT

”Threats Stiff competitionGlobal

instabilityHigh overhead costs

Findings and Conclusions

In terms of scale and quality Aitken Spence Hotel group is the market leader

Hilltop Hotel is one of the latest acquisition of the group.

Hilltop hotel has friendly staff which is major strength it possesses

Front office operations have much more depth than what we see in the surface

Front office operations are like the brain of the hotel. If it misfires all other processes would be gone wrong.

Hilltop hotel’s large portion of employees have been recruited as apprentices.

Findings and Conclusions

Findings and Conclusions

Aitken Spence hotel’s decisions are made by corporate management team which may feel as if it is bit distance away from the hotel’s management team.

Recommendations

Hilltop hotel should look to expand its promotional efforts.

Aitken Spence management team needs decentralized bit more.

Recommendations Hilltop should overcome its image as low key hotel in local areas.

Innovations also play vital part in hotel industry and hilltop should introduce innovations in to management practices which seem is being lacked at the moment.

Encourage Sustainable Tourism Industry

Thank you for your cooperation

Thushan Perera44