hotel management

Chapter 3 Hotel Concept (2)
Campsites are generally located in tourist resort areas with convenient transportation and pleasant environment, and they mainly receive family tourists who use cars as the main means of transportation.The market demand for such facilities is highly seasonal, and many camps are generally closed in winter or off-season.The camp has a certain space, equipped with sanitation facilities, supplying cold and hot water and providing camp cleaning services.Tourists live in tents, car homes or other mobile temporary accommodation facilities in campsites.Modern tents and car homes with reasonable design and compact layout set up the equipment required for travel and vacation accommodation in a limited space, such as bed and sofa dual-purpose equipment, toilet, gas, refrigerator, pool, sewer, wardrobe and luggage Cabinet, and also equipped with TV, audio equipment.In order to meet the needs of holiday guests, the camp also has recreational facilities, such as swimming pools, tennis courts, children's playgrounds, golf courses, bars and simple restaurants.Due to the free atmosphere and economy of the campsite, it has gradually become a more popular form of tourist accommodation in contemporary times.

2. Resort

Resorts are usually located in tourist resorts and consist of rural or other style buildings.The unit room is its general preferred form, with one or several bedrooms, bathroom and kitchen.There are restaurants and bars in the center of the resort. Guests can cook for themselves or eat in restaurants in the center of the resort.The resort center also has relatively complete sports and entertainment facilities, such as horse riding fields, tennis courts, ice skating rinks, swimming pools, etc., and often attracts holiday guests by organizing recreational activities.

3. Condominiums
A type of accommodation facility where multiple people share property rights is a condominium, that is, an investor builds a house and sells it to individuals as an apartment unit, and the individual who has purchased the property rights of the apartment can use it for himself, or entrust the manager of the condominium to rent it out To others, property owners share profits.The condominium is usually the second residence of the property owner, equipped with a complete set of living facilities and public entertainment and fitness facilities, suitable for family use.

[-]. The grade of the hotel
([-]) my country's regulations on hotel star rating

Hotel grade refers to a hotel's luxury level, equipment and facilities level, service scope and service quality.For guests, hotel grading can help them understand the facilities and services of a certain hotel, so that they can choose the hotel that suits their requirements purposefully.Therefore, the level of the hotel actually reflects the needs of different levels of guests.Under normal circumstances, for hotels of the same scale and type, the objective sign of the level of the hotel is the average room price.

The main contents of the regulations of the People's Republic of China on assessing the star rating of foreign-related hotels are as follows.

1. Evaluation purpose and classification

The purpose of the assessment is to "make our hotels have Chinese characteristics and meet international standards, and protect the interests of tourism operators and tourism consumers." In order to gain the trust of overseas tourists, the marketing effect can be improved. On the other hand, it can prevent overseas tourists from being deceived by the boastful advertisements of a few restaurants that have not been rated by authoritative agencies. This also protects a region or country objectively. The overall interest of the hotel industry.The grades of hotels in my country are divided into one-star, two-star, three-star, four-star, and five-star, and the star rating increases with the grade.

2. Evaluation scope
Any hotels and resorts in my country that receive overseas tourists and domestic guests are within the scope of evaluation. All hotels that are ready to open or have been officially opened for less than one year will be given a preliminary star rating, and the official star rating must be officially opened for more than one year.

3. Evaluation organization and authority

The my country National Tourism Administration has set up a hotel star rating agency, which is responsible for the leadership of the national tourism foreign hotel rating, and is specifically responsible for the rating of four-star and five-star hotels across the country.

Tourism bureaus of provinces, autonomous regions, and municipalities directly under the Central Government set up hotel star rating agencies, which are specifically responsible for rating one-, two-, and three-star hotels in the region, and are responsible for recommending four-star and five-star hotels to the hotel star rating agencies of the National Tourism Administration.

4. Costs and benefits of the assessment
All hotels participating in the star rating must pay the star rating fee to the hotel rating agency of the China National Tourism Administration every year, and can also obtain the value-added service fee income. The "Regulations and Standards of the People's Republic of China on the Stars of Foreign-Related Hotels for Tourism" made an evaluation statement on this.

([-]) Rating criteria
The important criteria for hotel classification are based on the service items and service quality of the hotel and the luxury of hotel facilities, the quality of interior decoration, equipment quality, maintenance and cleanliness of the hotel, as well as the location and economy of the hotel. Benefits and other circumstances to determine the level of the hotel.

1. "Five-star hotel"

(1) The equipment and interior decoration of "five-star hotels" should exceed the general comfort level, and have a sense of luxury.Mainly manifested in tableware, lamps, room furnishings, bathroom equipment and supplies, fitness equipment, recreational center facilities and business service center facilities, etc.

(2) The service of "five-star hotels" should be the most prominent in the country or region, especially in terms of warm and thoughtful service and the feeling of being at home. In these two aspects, they are slightly higher than other hotels and become the best. By.

(3) A "five-star hotel" should have a unique and high-end restaurant.For example, the "Tanjia Cuisine" in Beijing Hotel, the Halal Restaurant in Xiyuan Hotel, and the Huaiyang Cuisine in Nanjing Jinling Hotel are all unique and unique;

(4) The guest rooms of "five-star hotels" are not only comfortable, pleasant and elegant, with clean and hygienic bedding, but also clean the guest rooms twice a day, changing bedding and sanitary products.Guest room furnishings, bedding and bathroom amenities are to appear sumptuous, clean and pleasant.

(5) The decoration of the central hall of the "five-star hotel" should be luxurious, beautiful and gorgeous, which has the symbol of the "overseas home" of tourists.At the same time, in order to show the degree of luxury, some ancient treasures will be displayed.

The decoration of the central hall of the hotel is very important, because the first thing tourists see and comment on is the furnishings and service quality of the central hall of the hotel.The atrium is the guest's first and last impression of the hotel.As a "guest's home", the hotel must show its elegance and luxury in the decoration of the middle hall.In addition, the waiters in the middle hall, including the waiters at the main service desk, the doorman, the handyman in the middle hall, the waiters in the public department, and the duty manager in the middle hall (or the assistant manager in the lobby) must be very capable, have strong adaptability, and have a wide range of knowledge. , the language is friendly and kind, the service is fast and agile, and the dress is gorgeous and pleasant.Because all the facilities, decoration, and service quality of the central hall are the facade and showcase of the hotel.The facilities, decoration and service quality of the central hall directly reflect the luxury of a "five-star hotel".

(6) There must be a beautiful garden outside the building to set off the luxury of the hotel.

(7) All guests who come to the "five-star hotel" for accommodation should be regarded as important persons and should be received according to the specifications of VIP (Very Important Person).

(8) Another condition for determining as a "five-star hotel" is whether there is a luxurious presidential suite.For example, the presidential suite of the White Swan Hotel in Guangzhou is rare in the world in terms of luxury. It has refined and elegant sofas and seats, beds used in ancient Chinese palaces, antique furnishings, and a fitness bath (Whirl:: Bath). Presidential guardhouse, indoor garden, etc.

2. "Four-star hotel"

"Four-star hotels" are the same as "five-star hotels", and the proportion is very small, only about 2% to 3%.

The facilities and features of the "Four Star Hotel" are as follows.

(1) Facilities and services should be higher than the standard of general hotels.

(2) The guest rooms are more spacious than those of ordinary hotels, and the interior decoration, tableware, bedding and service facilities are higher than the general standard.

(3) The service staff should be well-trained, especially in terms of service attitude. The waiters should be polite, enthusiastic, smiling, and gentle, and the service actions should be fast and agile; the service procedures should be accurate and adaptable. , and must be familiar with the living habits of tourists from major source countries.

(4) The quality of service is higher than the average level, and the price is also higher than the average standard.

(5) Passengers staying in "four-star hotels" should enjoy the pleasure brought by the beautiful accommodation environment to their body and mind, and get unforgettable and beautiful travel souvenirs.For example, the guest will get the menu he has eaten in this hotel, the guest rooms he has stayed in and a brief introduction to the hotel, especially the guest is eager to receive a "small gift" from the hotel manager to commemorate his visit to the hotel.

(6) "Four-star hotels" are the same as "five-star hotels". Dissatisfaction and complaints from guests about a certain aspect of the hotel must not appear, otherwise they will not be enough or cannot be regarded as "four-star hotels" or "five-star hotels".

3. "Samsung Hotel"

(1) "Samsung Hotel" should have all the comprehensive service items and facilities of the hotel, such as the general service desk, restaurant service, room service, recreation center, gymnasium, public service (post office, bank, telex room, commodity department, etc.).It should provide guests with all the necessary facilities and services needed for a comfortable, convenient and pleasant trip.

(2) Room service requires bedding to be changed daily.

(3) "Three-star hotels" must meet the service standards of general hotels.

4. "Two-star hotel"

(1) "Two-star hotels" should have better interior decoration and relatively complete facilities.

(2) The guest room should have the necessary equipment and supplies required by the guests, such as bedding, TV, telephone; at the same time, there is also a 24-hour general service desk service and telephone exchange desk service.

(3) "Two-star hotels" also have the general facilities of hotels, and there are no special requirements for the facilities and equipment of restaurants.

(4) There must be room service, that is, room dining.

5. "One Star Hotel"

"One-star hotels" only provide accommodation and meal services, and the price is lower than the general standard. The service standard of "one-star hotel" is only to provide and guarantee the minimum service items for guests.In addition, waiters should also pay attention to etiquette and courtesy.

On the one hand, the division of hotel grades and types is convenient to grasp the customer source market. On the other hand, it can clarify service standards according to the hotel grades and seek customers for themselves.For example, Guangzhou Dongfang Hotel and China World Hotel are two different types and different grades of hotels. Therefore, their customer source markets and service items provided to guests are also different; Beijing Hotel and Beijing Lido Hotel are also two different types, Hotels of different grades have different source markets and service standards.Each hotel must provide matching service items and service quality according to the level and type of its own hotel to satisfy the guests.

The third (section) the origin and development of the hotel

Accommodation facilities originated from human travel activities. The earliest accommodation facilities in Europe began in the ancient Roman period. Its development process has gone through the so-called ancient inn period, grand hotel period, and commercial hotel period.After the Second World War, the tourism industry in Europe and the United States developed rapidly, and the hotel industry entered the period of modern new hotels. By the 20s, there had been many large hotel companies with dozens or even hundreds of companies all over the world. , a huge and independent hotel industry was formed.

1. The inn period
The inn period refers to the period from the 11th century to the 18th century, among which the 15th century to the 18th century was more popular, and the most developed ones were Britain and France.Many inn locations became centers of local social, political, and commercial activity, and some evolved into later large cities.

2. The period of the Grand Hotel

From the end of the 18th century to the end of the 19th century, it was the big hotel period in the history of the hotel industry. In the second half of the 18th century, with the advent of the industrial revolution, some countries such as Western Europe and North America entered into industrialization one after another, and a consumer society formed a mass character.Therefore, with the development of modern industrialization and the needs of economic and trade development, the development of the hotel industry has transitioned from the period of the inn to the period of the big hotel.

3. Commercial hotel period
The commercial hotel period was a development period of about 20 years from the beginning of the 40th century to the end of the 50s. It was an important stage in the development of the hotel industry. It laid the foundation for the modern hotel industry from all aspects.

Not long after the beginning of the 20th century, the world's largest hotel owner appeared in the United States. He was Ellsworth.M.Statler (Ellsworth.M.Statler, 1863-1928).Designed for travelers, the Statler Hotel featured bathrooms in every guest room, which was unheard of at the time.He manages his hotels according to a uniform standard, so whether you go to Boston, Cleveland, New York, or Buffalo, as long as you stay in Statler's hotel, standardized service can be guaranteed.His hotel also provides services such as overnight laundry, automatic ice water supply, disinfection of toilet seats, and door-to-door delivery of newspapers.Statler paid attention to the art of management and focused on improving the service level. He personally formulated the "Statler Service Manual" and created a precedent for modern hotels.Statler's hotel management ideas and methods, such as "the first is the location of the hotel management, the second is the location, the third is the location", "the guest is always right", etc., are still very enlightening to the hotel industry.

4. The era of modern new hotels
Since the 20s, the hotel industry has developed into a modern new hotel period.After the end of the Second World War, with the worldwide economic recovery and prosperity, the rapid growth of the population, especially the progress of modern science and technology, the traffic conditions have been greatly improved, creating conditions for travel; with the increase in labor productivity With the increase of people's disposable income, the demand for traveling and enjoying hotel services has expanded rapidly, thus promoting the great development of the hotel industry.

From the late 20s to the early 50s, the development trend of the tourism industry became more and more unfavorable to traditional hotels, and many traditional small hotels were no longer the opponents of those new hotels.The popularity of air transportation has reduced the need for traditional hotels, and people can fly from one place to another without having to stay on the way.So in the 60s, large motor hotels began to appear in various places, and began to develop into cities, and the buildings were built higher and higher, making it difficult to distinguish motor hotels from ordinary hotels, and their luxury was much higher than the original similar hotels. hotel.Bright and eye-catching store decorations are used to attract customers.Tile bathrooms, carpets, air conditioning, swimming pools, etc. are all standard facilities in every hotel.By the mid-20s, motor hotel joint ventures and franchising had been developed, and the business of a hotel depended to a large extent on the mutual recommendation of customers among hotels in the joint venture network.

The fourth (section) the current situation and future of the hotel

From the perspective of hotel owners and operations, the situation has changed a lot since 1986.While individual or family owned and operated hotels still exist, they are fewer and fewer.More or most of the hotels are invested and constructed by certain administrative agencies, insurance, financial companies or other manufacturing and transportation companies, and professionals or companies specializing in management are invited to manage and operate them.On the one hand, this reflects that hotels invest more and more in the construction of hotels, and the unpredictable financial market makes the financing procedures more and more complicated, so that investors must have considerable financial resources; on the other hand, it also shows that the hotel industry The worldwide competition is becoming increasingly sharp and fierce. To make the new modern hotels continue to make profits, they need specialized talents and means, and master modern management techniques.

According to the forecast of the World Tourism Organization, by 2000, the number of global international tourists will reach 6.61 million, and the tourism income will exceed 5300 billion US dollars; Leaped into the world's largest industry.So, what will be the development trend of the world hotel industry, the main body of the world tourism industry?
[-]. The quality and quantity of tourists in the hotel industry will increase
The development of the world economy will definitely increase productivity; the improvement of productivity will inevitably enable people to have more disposable income and sufficient leisure time, and these two points are the important factors that determine whether people have the motivation to travel; the opportunity for people to receive a good education With the improvement of productivity, more and more people will pay more attention to the enrichment of spiritual life and self-cultivation, and sightseeing in foreign countries is a good way for people to satisfy their thirst for knowledge.

[-]. Modern scientific and technological achievements will serve the majority of customers
With the development of modern technology, hotels can be developed in high altitude, underground, and under the sea.Thanks to the alarm devices, communication equipment, office computers, and vehicles provided by high-tech, the life of guests in the hotel will definitely be safer, more convenient and comfortable, and it can also greatly (save) the hotel's expenses.

[-]. The internationalization of hotels will intensify
In the development of the hotel industry, hotel affiliates greatly influence the development of the entire hotel industry by virtue of their advantages in human, material and financial resources and a good information network.On the premise of perfecting the internal organization and perfecting various functions, the hotel chain attaches great importance to the relationship with travel agencies, airlines, banks, large commercial companies and other related enterprises. On the one hand, it can ensure the stability of the source market, and on the other hand, it is conducive to promotion activities and compete in the same industry.In this case, those independent large hotels will find it increasingly difficult to compete with these large hotel chains.

[-]. Facing the new situation of competition

While the hotel industry is developing rapidly and traditional hotels are competing with each other, non-traditional accommodation facilities are beginning to challenge the hotel industry.This is the second residence and time-sharing vacation accommodation facilities that are increasingly rising in Europe and the United States.

(End of this chapter)