Chapter 1 Applied Business Tools

 

FM-AA-CIA-15 Rev. Rev. 0 10-July-2020  Study Guide  Guide in Applied Business Tools & Technology (PMS) with Laboratory

 

Module No.1

STUDY GUIDE FOR MODULE NO. 1

OVERVIEW OF THE HOSPITALITY INDUSTRY MODULE OVERVIEW The Hospitality Industry is one of the major sources of revenue and employment in the Philippines as well as otherr cou othe countrie ntries. s. The word “Hospital “Hospitality” ity” refe refers rs to commerci commercial al services services given to tourists tourists and travelers travelers by establishments like hotels, resorts, tour and travel agencies, restaurant, tourist attraction centers, heritage, sites, theme parks, entertainment, and relaxation, centers like bars, theaters, sports complex, and leisure centers. MODULE LEARNING OBJECTIVES  At the end of of this module, module, you should be able to to:: 1. Identify categories categories of hotels and accommodation facilities 2. Enumerate hotel classification by location, size and grading system 3. Discuss accreditation of hotels in the Philippines   HOTELS AND ACCOMODATION FACILITIES

LEARNING LEAR NING CONT CONTENTS ENTS lN

1.1.1  

Categories of Hotels

Budget and Value Hotels Hotel categories in the budget range have the lowest room rates. Most of the major hotel brands have value properties within their portfolios, helping you know what to expect, such as the free breakfast at Comfort Inn. Drawbacks to economy hotels include minimal services and amenities, less desirable locations and poorer  building construction, which might mean you’re awoken by noise.  

Inns and B&Bs Smaller independent hotels sometimes call themselves bed & breakfasts or inns. They can be cheap-andcheerful or upscale, such as Door County, Wisconsin’s Hillside Inn, a historic house overlooking Green Bay, ideal for a wedding.

 

Mid-Range Hotels and Business Hotels The meaning of mid-range hotels differs, but they're often preferred by families and by business travelers.

 

Both ofhave travelers appreciate thethis cost, convenience, and locations theirInn. interests. The majortypes chains several options in category, such asconsistency Courtyard by Marriott and near Holiday Family Hotels and Resorts Most hotels welcome guests of all ages, but hotels catering to families often have bigger rooms, extra beds and swimming pools. Family resorts affiliated with theme parks like Disney, Universal and Schlitterbahn Waterparks provide extended hours to guests, maximizing the fun. Luxury property Hotel Xcaret Mexico includes free access to six eco-archeological eco-archeological resorts in the Cancun-Playa del Carmen area, so kids never get bored.

 

Beach and Vacation Resorts Vacation resorts tend to concentrate around beaches and golf courses. A property that has both is The Buenaventura Golf & Beach Resort on Panama’s Pacific Coast. A year-round lakeside vacation resort with a “Dirty Dancing” feel, The Osthoff Resort is on Wisconsin’s Elkhart Lake. Some holiday resorts are all-inclusive. Grand Lucayan Resort on Grand Bahama Island includes watersports, watersports, golf, entertainment, drinks, dining at four restaurants, plus gratuities and taxes.  

 

Holiday Condo Resorts

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Some vacation properties have individual apartments owned independently but available to rent like a hotel room. Each might be decorated differently, but they’re required to meet specific standards and include hotel services such as housekeeping.  An example is Vivo Resorts, near surf town Puerto Escondido on Mexico’s Pacific coast. Apartments Apartments and villas are equipped with full kitchens and in-suite laundry. Guests enjoy the empty beach, several pools, a gym, spa and a farm-to-table restaurant. Turks and Caicos’ Ocean Club Resorts is a condo resort in two locations on one of the world’s prettiest beaches, Grace Bay, with pools, restaurants and sports equipment to borrow. Boutique Hotel Properties  

Bouti Boutiqu que e hotel hotels s tend tend to be small smaller er and and have have uniqu unique e de decor cor,, someti sometime mes s hi histo storic rical. al. Ea Each ch room room may may be decorated decorate d individually. They come in most price ranges, generally starting at mid-range and going all the way up to luxury. Some are independent, and others are affiliated with brands like Epoque Hotels. Some boutique hotels have a history, such as Puerto Vallarta' Vallarta's s Casa Kimberly, which was once the love nest of Elizabeth Taylor and Richard Burton. Big brands understand the appeal of the boutique concept too and are opening smaller hotels within hotels. For example, The Hacienda is an adults-only boutique hotel within the larger Hilton Puerto Vallarta. Some boutique hotels hotels make extra efforts to go green as eco-hotels, such as Cala Luna Boutique Hotel in lush Costa Rica and Palo Verde Sustainable Hotel on the beach in El Salvador. Luxury and High-End Hotels In the four- and five-star range, these hotels have higher price tags and deliver design, quality, spaciousness spaciousness and excellent services with attention to detail. Guests have full services, including 24-hour room service, amenities such as spas, a concierge or even a butler. Luxury hotels can be in big cities and appeal to both business and leisure travelers, such as the elegant Bristol Panama, in Panama’s capital city, and Cape Town's The Table Bay Hotel. They’re also in smaller  historic and artistic towns, such as Mexico’s elegant Live Aqua Urban Resort San Miguel de Allende with its  

luxury 400-thread-count sheets, aromatherapy and even hot tubs on private patios. The world’s best beaches have an luxury resorts too.kitNorth of Cancun in Costa Mujeres is five-star all-inclusive TRS Coral Hotel with swim-up pools and canals to float through. To the south in quiet Puerto Morelos is Grand Residences Riviera Cancun with its excellent dining and spa. Both are members of The Leading Hotels of the World. Hotels on Private Islands For the ultimate in luxury, vacation in a private island hotel. At the Maldives’ Coco Privé, guests transfer from the airport by private yacht, stay in one of just six villas, and have a private chef and personal spa therapist. Bawah Reserve near Singapore has six private islands to choose from, and rates include spa treatments for  the ultimate in relaxation. In the Caribbean, try one of the 29 cottages on lush Young Island in the Grenadines. Hotels That Float Cruise ships are floating hotels where you can wake up in a new place every morning without needing to repack your bags. Like hotels, they come in several categories and sizes. Princess Cruises travels to 380 destinations on large ships. Windstar Cruises has some of the smallest cruise ships at sea, including three sailing ships for just 148 or 310 guests. Viking Cruises has 60 casually elegant floating hotels complete with Nordic spas that cruise the world’s rivers and oceans in relaxed luxury.  

 

1.1.2 

 Accommodation Facilities Hotels, resorts, and other establishments for lodging and accommodation play a significant role in the promotion of the hospitality business since they provide most of the service needed by tourists and travelers, among which are room accommodation, food, entertainment and many others, Based on the new National Accommodation Standards for Hotels in the Philippines, the Department of  Tourism categorized three major accommodation establishments as follows* 1. Hotel Hotel-- full-service accommodation with reception and guestroom as well as private facilities like restaurant, restauran t, room and bar service. Additiona Additionall facilities like business centers and conference rooms are expected 2. ResortResort-   refer to full-service accommodation located in a more natural and relaxed environment, equipped reception and guestrooms, guestroom s, generally in private facilities, with an onsite restaurant, room and with bar service. Additional recreation facilities offer and tour services are expected.

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3. Apartment hotel (Aparel) (Aparel)--  refe referr to serv service ice apartme apartment nt offering offering self-contai self-contained ned units that contains contains access to kitchen and laundry facilities. A number of bedrooms may share one bathroom in the unit. LEARNING ACTIVITY 1 1. What are the ten ways of classifying classifying hotels? hotels? Why can hotels hotels fit into more more than than one category? category? 2. What are some distinctions distinctions between between Fa Family mily hotels and res resorts, orts, Beach Beach and vacation resorts resorts & Holiday Holiday condo resorts? 3. What What is a un uniq ique ue adva advant ntag age e of an inde indepe pend nden entt hote hotel? l? Ho How w migh mightt in inde depe pend nden entt ho hote tels ls be at a disadvantage? LEARNING CONTENTS HOTEL LOCATION, SIZE,CLASSIFICATION & GRADING SYSTEM 1.2.1   Hotel classification by location 1. Downt Downtow own n / Comm Commer ercia ciall / City City Hotel Hotel   These hotels are situated at the heart of city, basically designed to carting sheet stay business clients. The hotel is very expensive at the startup cost is very high. Being located in downtown areas, this hotel is very accessible to business and commercial centers. It is an ideal venue of businessman and shoppers who are in town for business ventures.  

Hotel Vaishali is an example of Downtown hotel in Kathmandu, Nepal.

  2.

Resorts These hotels are usually located away from the city or suburb, but the location carries a special attraction, other than the hotel itself. The attraction can be natural wonders like a mountain, seaside, amusement park, etc. This type of hotel is often the best choice for tourists and guests go on vacation or who are involved in an event that requires a place of tranquility and relaxation like seminars, retreats, team building, or  planning sessions. These hotels are eco-friendly commercial hotel, basically designed for long stag guest entitled from hill, bank of the river, where the natural beauty has its significances. In European countries, resorts are seasonally operated cratering establishment.

3.

Tra ran nsit Ho Hotels Transit hotel are usually located such as airport, railway, station, bus station, harbor or ports to catering the passenger. These hotels are within airside security/passport checkpoints and close to the airport terminals. Airport hotel an hotel an example of transit hotel. This hotel is located at the airport. Its works best for travelers who travel by air. It is also the one chosen by airlines for venue for the accommodation of lay-over passengers (those who have to wait for delayed flight, requiring them to stay overnight in a hotel)

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Module No.1

Motels The words motel was derived from two interrelated words. “ Motor ” and “Hotel ” from the Milestone MoTel of San Luis Obispo, California. America motel are hotel situation on highway having facilities, parking, lodging, foods and maintenance. The target people are passenger, and Motels are designed usually with parking area for motor vehicles.

5. SubSub-Ur Urba ban n Hot Hotel els s Sub-urban Sub-urba n hotel located away from city center it has advantage rate are moderate or law such hotels are ideal for budget traveler and also the quite breaking organization for their conference seminar.

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Floatels Floatels are type of lodging properties that float on the surface of water. This category consists of all lodgings properties properties that are built on the top of rats or semi-submersible platforms, and includes cruise liners and houseboats.

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Module No.1

Rotels The hotels which rotate on wheel are called Rotels. It is also called Motel on wheels. The best example of rotel in India is Palace on Wheels. It is a luxurious train, fully air-conditioned, and well furnishe furn ished, d, with attach attached ed restaur restaurant ant and bar bar.. The fare is inclusive inclusive of train train ticket, ticket, food, food, alcoholi alcoholic c beverages and sightseeing. This train starts Delhi and covers the tourist places of Rajasthan and Uttar Pradesh including Taj Mahal, Agra, and Mathura.

1.2.2  

Hotel classification by size   The operation operation of a hotel is largely influenced influenced by its size. While there is no exact criteria for size classification, it is a common understanding that hotels with less than 50 guestrooms are considered small,, those small those with 50-250 rooms are said to be medium sized  sized   and those those operating operating more than 250 rooms are considered large hotels. hotels . Small hotels required less operating units and fewer personnel and they perform perform multi-fu multi-functio nction. n. Med Medium ium and lar large ge hotel hotel with large volume volume of transacti transaction on have a more more specialized division of labor with each unit performing more specialized function. There is a unit that handles housekeeping, housekeeping, another one for sales and reservations reservations and separate unit or department department for other  transactions.

1.2.3 

Hotel classification by grading system Hotel ratings  ratings  are often used to classify hotels  hotels  according to their quality. From the initial purpose of  informing travelers on basic facilities that can be expected, the objectives of hotel rating have expanded into a focus on the hotel experience as a whole. Today the terms 'grading', 'rating' 'rating',, and 'classification' are used to generally refer to the same concept, that is to categorize hotels.

 

There isinvolving a wide variety o f ratin rating schem schemes es use used d by organizations organizagreater tions around around theForbes Travel world. world. Travel Many Many have h ave a system stars, stars, of with a ggreater number of different stars indicating luxury. Forbes Guide, formerly Mobil Travel Mobil Travel Guide, launched its star rating system in 1958. The AAA The  AAA and  and their affiliated bodies use diamonds diamonds instead  instead of stars to express hotel and restaurant ratings levels. Food services, entertainment, view, room variations such as size and additional amenities, spas and fitness centers, ease of access and location may be considered in establishing a standard. Hotels are independently assessed in traditional systems and rest heavily on the facilities provided. Some consider  this disadvantageous to smaller hotels whose quality of accommodation could fall into one class but the lack of an item such as an elevator   would would prevent it from reaching a higher categorization. In the Philippines Philippines,, the Department of Tourism Tourism has  has an accreditation system for hotels, apartment hotels and resorts. The current system which uses a "star system" which rates establishments from 1 to 5 stars was adopted in 2012. The rating of the aforementioned facilities is determined through a points system. Hotels, apartment hotels, and resorts are graded according to their service, facility quality and condition, and business practices. The Department of Tourism classifies the criteria used into seven dimensions or  "business area" namely: Arrival & Departure, Public Areas, Bedrooms, Food & Beverage, Lounge Area, Kitchen Area, Amenities, and Business Practices, all common to the three categories except Kitchen and

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Lounge Area which is only applicable to apartment hotels. 1,000 points is the maximum number of points an establishment can attain. Small hotels have hotels have limited facilities. Aside from guestrooms, there is a small lobby lounge, one or two food outlets, a small function or conference room, and a simple sports or relaxation facility. Larger hotels have hotels have more guestrooms and are equipped with some or all of the following facilities services:

Department of Tourism (DOT) star hotels grading system For hotels, resorts and apartment

Rating

Corresponding points

Summary

Unranked

0–250

N/A

251–400

Has Has lim limite ited facil aciliities ties and ser erv vic ice es. Appeals to "bu budg dget et min ind ded" tou ourris ists ts..

401–550

 Appeals to tourists looking for more than basic accommodation. accommodation. Has expanded facilities and "higher level" of comfort.

551–700

 Accommodation is deemed "very good". More spacious public areas and  Accommodation higher quality facilities and a greater variety of services.

701–850

"Up-scale in all areas" and accommodation is "refined and stylish". Service is deemed responsive, and has an extensive array of facilities.

851–1000

Reflects characteristics of "luxury and sophistication". Facilities are deemed "world class in every manner" and services are deemed meticulous and "exceeding all guests' expectations".

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Guestrooms with private bath, equipped with luxurious amenities 24- hour reception and information service Restaurants and entertainment centers like bars, cinema, etc. Relaxation centers like swimming poll, massage, spa, sauna, gym and other sports facility Conference rooms and function rooms and function rooms for banquet events Foreign exchange service Concession shops who pay rent to the hotel Kiosk or souvenir shops operated by the hotel or a concessionaire Room service-(luxury hotels have 24 hours operation) PANGASINAN STATE UNIVERSITY

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Business centers- for computer work, fax, email, internet service, etc. Post office or mail service and safely deposit facility Garage with valet service Health clinic with on call doctor and a full-time nurse

Hotel Guestrooms Room rates vary among hotels depending on the type, size and quality of their guestrooms. For purposes of  determining room rates, guestrooms are classified as follows:  A. According to Number of of Types of Beds Beds 1. Single Single RoomRoom- a room room with a single single b bed, ed, occupi occupied ed by one one person person 2. Twin RoomRoom- h has as two single single b beds. eds. It m maybe aybe o occup ccupied ied by 1 or or 2 persons persons 3. Double Room-is equippe equipped d with o one ne do double uble or matrimonial matrimonial bed, bed, good for two persons. 4. DoubleDouble-dou double ble room-ha room-has s two double double beds or 2 queen be beds, ds, occu occupied pied by two or more more persons. persons. It is sometimes called TWIN DOUBLE. 5. Tripl Triple e Room Room-- is occup occupied ied by thr three ee people people,, may have 3 single single bed beds s or 1 double double bed and a roll away bed or 2 single beds plus a roll away bed. 6. Famil Family y Room Room-ha -has s at least 1 doub double le bed, plus add additi ition onal al single single and/ and/or or sofa bed, design designed ed to accommodate one small family. B. According According to p price rice,, lay layout out and faci facilitie lities s 1. Economy Economy room room is designe designed d for an econom economical ical rate, rate, usually usually short of some standard standard faciliti facilities es like air conditioner, television and other amenities. 2. Standard Standard ro room om is sold at moderate moderate rate rate,, equipped equipped with sta standar ndards ds facilities facilities and ameniti amenities es like air  conditioned private toilet and bath, toiletries, television, bed, night table, coffee table and other  basic amenities. 3. De luxe room room is more lux luxurio urious us and spaciou spacious s with amenitie amenities s of super superior ior quality, quality, sold sold at a much higher price than the standard room. All standard amenities amenities are installed but they are of the more expensive and superior set-up. 4. Studio Studio roo room m has a studio studio bed or a co couch uch which which can be conver converted ted into into a bed. It maybe maybe also be be called an executive room. It is likewise equipped with luxury amenities. 5. Connec Connectin ting g rooms rooms con consis sistt of two or more more rooms rooms with entranc entrance e door doors s fro from m the outsi outside de door  door  between them. Guest can enter the adjoining bedroom without going out of their room. 6. Suite Suite roo room m has a parlo parlorr or a living living room room con connec nected ted to one or more full full sized bedro bedroom oms. s. It is equipped with luxury amenities and is sold at a higher price than standard rooms. It is usually equipped with a bath tub. Types of Hotel Suites 1. Junior Junior SuiteSuite- a room with a bed and and a sitting ar area ea (usu (usually ally a small loung lounge). e). There There maybe maybe a small, separate bed, connected to the living room or parlor. It is also called a mini suite. 2. Corner Corner Sui Suite te –is a suite room room that is loca located ted on the corner corner of of the hotel hotel building. building. It usually usually covers covers the same area that is occupied by two standard rooms. 3. Penthouse Suite-a suite usually usually locate located d on the pe penthouse nthouse or top top floor of the building. building. 4. Executive SuiteSuite- a suite suite designed designed for a top e executive, xecutive, with facilities and and amenities amenities of superior superior quality. quality. 5. Hospitali Hospitality ty Suite- is more more than a sleep sleeping ing roo room. m. It is desi designed gned to include include a function function room room or parlor for  entertaining entertaini ng guest’s visitors. Terminologies Used to Describe Various Types of Guests. 1. Very important important person person (VIP) refers to a well renowned renowned guest like a high ranking official or an executive executive who warrants special treatment and handling. 2. Very, Very, Very Import Important ant Person Person (VVIP) is a highly highly renow renowned ned person person deserves deserves extra special special treatmen treatment. t. Example: dignitaries, ambassadors, etc. 3. Free Indepe Independe ndent nt Traveler Traveler (FIT) or Fore Foreign ign Indi Individu vidual al Tourist-r Tourist-refer efers s to a tourist or a traveller traveller who is travelling alone or is not with any tour group. PANGASINAN STATE UNIVERSITY

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4. Joiner Joiner is a perso person n joining joining a anoth nother er gu guest est in the the sa same me room. room. STANDARD ROOM AMENITIES (Required for each standard room) 1. DND (Do (Do not Distu Disturb) rb) sign placed placed at at the doo doorkno rknob b Make up Sign placed at the doorknob 2. Closet Closet with with a att lea least st 44-6 6 ha hang ngers ers iinsi nside de 3. Beds a. Single Single bedbed- 36 by 75 inches inches b. c. d. e. f.

Double Double bedbed- 54 by 75 inches inches Quee Queen n bed bed-- 60 60 b by y 80 inch inches es King King be bedd- 78 by 80 inch inches es Roll away away bedbed- Installe Installed d for a an n extr extra a occu occupan pantt in the room Pull out out bedbed- a portabl portable e bed th that at is ins inserte erted d into a b bed ed and pulle pulled d out when when used. used. It is advisab advisable le for small rooms as it is space saving. 4. Lu Lugg ggag age e rack 5. Bed Linen a. Bed sk skirting b. Bed pad c. Bed cover   d. Flat sheets e. Pillow 6. Dre Dress sse er tabl table e 7. Tel ele evisi visio on s se et 8. Wall Wall la lamp mp/t /tab able le lamp lamp 9 .. 10. 10 11. 12. 13. 13. 14. 14. 15. 16. 16. 17. 18. 19.

N igh t tatabl le e Coffee Cof fee tb able Guest Guest table o orr compendi compendium um Room service service men menu u Servic Service e tr tray ay Telep Telepho hone ne Evacuation route/Fire route/Fire exit directiona directionall signs Garba Garbage ge ca can n Laundry bag with with pressing/Laund pressing/Laundry ry List Shoehor Shoehorn n and sho shoe e cloth Safety Safety de deposi positt box box

 Aside from the standard standard ameni amenities ties mentioned ab above, ove, there are luxu luxury ry amenities tha thatt are placed in the de luxe rooms and suites. These vary among hotels. Common luxury amenities are: 1. 2. 3. 4. 5. 6. 7. 8.

Bathtub DVD Player   Bathrobe Water H He eater  Refr Refrig iger era ator  tor  Sofa set Recliners Hair Hair dryer dryer for for ladi ladies es,, sha shaver ver ffor or men men

Bathroom Amenities 1.

Bath Bathrroom Li Lin nen a. Ba Bathr throom oom towel towel 25”x 25”x54 54”” 50 500 0 gr grms ms.. b. Hand Hand towe towell 18”x 18”x33” 33” 150 150 g grm rms. s. c. Fa Face ce to towe well 13” 13” x 1 13” 3” grms grms.. 2. Bath Bath Ma Matt 2 20”x 0”x30” 30” 450g 450grm rms. s. 3. Toi oillet tiss tissu ue 4. Amen Amenit ity y bas baske kett or or tra tray y 5. Sanitary ba bag 6. Shower Shower cur curtai tains ns or sho shower wer p par artit tition ion PANGASINAN STATE UNIVERSITY

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7. Addition Additional al a amen menities ities for the amenity amenity basket basket Slipper inside closet Sewing kit Small kit (small packaged of toothbrush and toothpaste) Comb sealed/wrapped in plastic 8. Faci acial tiss tissue ue 9. Kitchenette with microwave, microwave, coffee coffee maker maker and a set of of cutleries, cutleries, plates and glasses. glasses.   

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Some Amenities for De luxe Rooms and Suites Bedroom Amenities Bathroom Amenities  Air Conditioning Conditioning Private Bathroom Writing Desk Bathtub Electronic Magnetic keys Bathtub with Jacuzzi In-room Safe Shower  Slippers Fixed shower and bathtub Sewing Kit (on request) Shower cup Electrical adapters Bathrobe Telephone Shampoo Mini Bar  Hair conditioner  Tea/Coffee maker with coffee and tea, sugar  Body gel in sachet Bottled water (complementary) Shower gel Crib for infant upon request Shower cap Extra bedding in room Toothbrush/Toothpaste Makeup/shaving mirror  Hot/Cold Water  Dryer  Toiletries-Toilet Toiletries -Toilet tissue, facial tissue Bedside control panel with pilot reading lights Towels-Bath towel-hand towel & Face towel 

 

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Complementary Benefits Welcome drink upon arrival  An additional additional desire drink drink of your choice at the bar  Bubbling breakfast  A bottle of sparkling sparkling wine Complimentary local landline calls Complimentary unlimited in-room high speed internet connection Complimentary one hour of selected spa treatments, all dining venues 20% discount on laundry, spa a la carte treatments, all dining venues.    

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LEARNING ACTIVITY 2 1. 2. 3. 4. 5.

How do you ma make ke a hotel hotel uniqu unique? e? How are hotels commonly commonly judged by gue guests sts and organizati organizations ons that that might use their their services? services? How does does ho hotel tel size size aff affect ect your your car career eer oppor opportuni tunities? ties? What facto factorr sho should uld b be e conside considered red when when locat locating ing a h hotel otel? ? Assum Assume e that that yo you u will be desig designat nated ed as a room room’s ’s departm departmen entt mana manage gerr in a 50 room room hotel hotel with 30 standard rooms, 5 suites and 15 double de luxe rooms. Prepare a layout and breakdown of room amenities for  Standard rooms De luxe rooms Suite rooms   

 

LEARNING CONTENTS l Hotel Accreditation in the Philippines

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1.3.1 Discuss accreditation of hotels in the Philippines There are five levels of accommodation standards ranging from one to five stars applicable to hotels, resorts and apartment apartment hotels. To obtain higher stars, progressive progressively ly higher service and facility quality, facility condition and improved business practices like environmental management, which are determined by a points system should be provided across all areas. A total of 1000 points have been set as the maximum number of points that can be achieved by Hotels, Resorts, and Apartment Hotels. Star Grading 1 Star

Total Score (Hotel, Resort, Apartel) 251 – 400 points

2 Star

401 – 550 points

3 Star

551 – 700 points

4 Star

701 – 850 points

5 Star

851 – 1000 points

The criteria are divided into seven (7) dimensions that are common to the above mentioned categories except for the lounge area and the kitchen area which are applicable only to apartment hotels. The percentage that these dimensions contribute to the total score is shown in the table below

Business Area

Hotel

Resort

Apartel

 Arrival & Departure Departure Public Areas Bedrooms

10% 10% 30%

10% 10% 30%

8% 7% 30%

Bathrooms Food & Beverage Lounge Area Kitchen Area  Amenities

15% 15% Not applicable Not applicable 10%

15% 15% Not applicable Not applicable 10%

15% Not applicable 15% 10% 5%

Business practices

10%

10&

10%

Each dimension consists of a number of indicators which describe either the existence or availability, quality and condition of the facility as well as the service. Every indicator is allotted points. A maximum of 177 indicato indi cators rs are evaluat evaluated. ed. Quality Quality judgmen judgmentt is used to det determi ermine ne whether whether a facility facility or service service is either  either  Unacceptable, Acceptable, Good, Very Good, Excellent or Outstanding. The mandatory requirements that a hotel need to provide in order to be accredited. Likewise, there are minimum requirements to a certain classification, without which the establishment will not awarded such classification but instead downgraded to a lower one, regardless of the total points accumulated. The mandatory, minimum and acceptable requirements are outlined as follows:

DIMENSION 1- Arrival and Departure Facilities Mandatory and Minimum/ Acceptable requirements for all 1

Building/ Appearance

2

Building D De esign an and C Co onstruction

Mandatory Exterior in a clean fit for purpose condition Hotel name clearly visible even at night Minimum R Re equirements Basic structure with adequate materials that provide a simple and safe accommodation environment

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3

Building condition

Minimum Minor maintenance noted: natural weathering is evident

4

Entrance/Exit

Driveway iis s iin n so sound co condition, ffrree fr from si significant po potholes with no obvious obstructions

5

Parking

Driveway entrance is clearly marked and visible even at night Clea Clearl rly y de desi sign gnat ated ed pa park rkin ing g ar area ea th that at meet meets s th the e re rele leva vant nt provisions of the National Building codes

Mandatory and Minimum / acceptable Requirements 5

Security

Mandatory for all: Professional security for 24 hours at main entry point Property and security services designed to ensure guests safety at all times Reception s se ervice at at lle east 1 16 6 ho hours ffo or 1 1--2-star h ho otels, 2 24 4 ho hours for 3-5-star hotels

6

Reception-Service Hours

7

Reception—Size

Minimum ffo or 1 st star; ob obvious si size re restrictions, ar area ma may be be cluttered

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Reception Seating Area

For 1 s sttar, at a t le least se s eating ar area wi with lilimited pr privacy(means difficult to have private conversations)

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Check In process

For 1 star, a att lle east ba basic re registration pr process wi with mi minor wa wait time (no more than 10 minutes)

10

Lu Lugg ggag age e Se Serv rvic ice e

For For all all leve levels ls::

11

Porter service

 A left luggage luggage service available available without without a dedicated dedicated space Mandatory for 3-5 star hotel

12

Reception St Staff Ap Appearance

For a alll le levels: s sttaff we wear c cllean cl clothing an and ar are ne neat a an nd ttiidy

13

Reception/Service quality

For all levels: staffs are polite and responsive

14

Reception Service Check Out

For all levels: Basic check out process in place

15

Ot Othe herr Arriva Arrivall an and d Depa Departu rture re a aspe spects cts

For For al alll levels levels:: Gu Gues ests ts provi provide ded d with with offic official ial rec receip eiptt for payme payments nts

DIMENSION 2- Public Areas Minimum/ Acceptable requirements for Accreditation 1 Decoration- De Design & quality Some a atttempt tto o co coordinate de design an and ha have a consistent tth heme 2 3

Decoration Condition Maintenance Furniture Quality

4

Furniture Condition

Occasional marks in need of minor repair, acceptable, condition

5

Public washrooms quality

Aging fixture, rough finish, no additional space

6

Public washrooms Condition and Cleanliness Room Climate

May have older condition, but must be clean and usable

7

and  Amateurish application application of wall paper paint, tired look, damage is evident and some minor repairs needed Mismatched furniture that is particularly comfortable

Mandatory for all levels:  Air conditioned conditioned or have temperature temperature control initiatives, maintaining maintainin g tempera temperature ture between 20-25 degrees year-round, except in areas where elevation is 2000 feet above sea level.

Minimum/ Acceptable for accreditation

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Temperature Co Control Q Qu uality

9

Temperature Con Control co con ndition an and d  Aging and dated air conditioning conditioning units, operated operated at selected Maintenance times Lightning Quality Enough lilighting fo for pr practical us use, sp sparse, bu but wi with an an ev even distribution of light Lightning Condition Acceptable condition of lamps, aging is evident.

10 11 12 13

Lightning Protection Cleanliness

and

environment

Minimum le level of of c co omfort iis s ev evident tth hroughout tth he pu public ar areas

Senso Sensorr lighti lighting ng that that do does es no nott compro compromis mise e guest guest sa safet fety y is available. Clean but not in high or low areas, smears on surfaces, no evidence of regular wiping/dusting. Toilets are cleaned daily.

DIMENSION 3- Bedroom Mandatory and minimum/ Acceptable requirements for Accreditation 1

Room size

2

Suites

3

Rooms for Guest with Disability (PWD)

4

Space and Comfort

5

Sound Proofing

6

Noise Levels

7

Bed Mattress Quality

8

Bed Matress Condition

9

Bedding and Linen Quality

height is at least 2.4 meters. Any adjoining room has one door and is not sound proofed, and curtains are thin and provide very limited sound proofing. Noise from outside is variable, noise from neighboring rooms is audible. Foam mattress, chip board base or similar, shallow innerspring or mattress greater than 4 inches. Small tears. Fabric shows signs of aging, weakening of   mattress edges, minor stains. Thinly woven cotton, no tears or rips.

10

Bedding and Linen Condition

Sheets with no tears or rips in a clean condition.

11

Pillows Quality

Clean, basic pillows, with pillow protections.

12

Bedroom Lighting Quality

13

Bedroom Lighting Condition

Light sw switch b by y ma main do door on only, ac a cceptable ilillumination of of   bedroom. Acceptable condition of lamps, some bulbs not working.

14

Li Ligh ghti ting ng Envi Enviro ronm nmen enta tall Pr Prot otec ecti tion on

15

Bedroom Curtains Quality

16

Curtains Condition

17

Floor Coverings Quality

18

Floor Co Coverings Co Condition

19

Temperature Control Quality

20

Tem empe pera ratu ture re Con Contr trol ol Co Cond ndit itio ion n an and d Maintenance

21

Furniture Quality

PANGASINAN STATE UNIVERSITY

Room size (in square meters) for 1 star must be at least 16, for 2 star 18, for 3 star 20, 4 star 25 and for five star 30. 4 star hotels, 2% of the rooms are suite and for 5 star hotel at least 5% of the rooms are suites. Mandatory for all levels to have one PWD room for every 50150 rooms, and 1 for every 100 rooms thereof. For less than 50 rooms, there must be at least one PWD. Doors an and d drrawers ca can be be op opened fr freely wi without mo moving furniture,, may still have cluttered feel impression furniture impression is fair, ceiling

Ener Energy gy sa savi ving ng li ligh ghtt bu bulb lbs s in betw betwe een 50-7 50-75% 5% of bedr bedroo oom m lights Fabric unlined of acceptable quality, plastic blinds. Curtain shades just cover windows, a number of minor stains. Luxurious curtains with no wear and tear for 4-5 star. Floor covering is acceptable with low grade tiles or covering. Floor in excellent condition for 4-5 star  Some s sttains a an nd di discoloration iis s ac acceptable, c ch hipped ttiiles. Window b ba ased co cooling sy system, fan fan iis s av available for for a ad dditional cooling, acceptable air circulation. Window opens easily, fan in acceptable condition. A t le l east on o ne density c ch hair, Fiberboard) on o ne be bedsidmaterials, e ta table, ag ano gecoordination, d ma materials, MDF(medium

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Furniture Condition

23

Accessories and Amenities

24

Amenities

Module No.1

repairs evident. Acceptable condition, some significant scratches and repairs are evident Mandatory fo for al all tto o ha have dr drinking wa water an and on one gl glass pe per   guest For 2-5 star  In room compendium with basic information on emergency procedures For 3-5 star To have information on mini bar and restaurant menu and prices For 4-5 star  To have have regio regiona nall in infor forma matio tion n on what what to see and do for  tourists Refrigerator (2points) Mini bar with refrigerator(5points) Television (points depend on size and quality) DVD player (1 point) Internet connections (2 points) Flashlight or illuminated light switches( 1 point) Laundry bag and laundry service Iron and board clean It mandatory for all to Have all rooms cleaned daily and all beds are made up daily Waste bin provided and emptied daily Surfaces are basically clean

 

       

25.

Bedroom Cleanliness



 

DIMENSION 4 Bathroom Requirements 1

Facilities

Mandatory for all levels Baths or shower with hot and cold water, with hot water  Reaching 38 degrees in 30 seconds Toilet system in working order  Minimum/ Acceptance Requirement 



2

Shower/ Bath Quality

3

Shower, Bath condition Maintenance Bathroom Basin Quality

4 5

At least lightweight shower curtain and

Good overall condition though some with aging fixtures Acceptable quality though aging fixtures

6

Bathroom basin Maintenance Toilet-Quality

Condition/

Clean and usable, Though older function

7

To Toil ilet et Cond Condit itio ion n and and Main Mainte tena nanc nce e

8

Decoration- Quality

9 10

Decoration Condition Maintenance Towe Towels ls-- Qua Quali lity ty an and d Cle Clean anli line ness ss

Clea Clean na and nd in ac acce cep pta tabl ble e con condi diti tion on

11

Bathroom Sp Space an and c co omfort

Space ma maybe lilimited b bu ut u us sable

Good quality plastic seat that is functional No leak leaks sa and nd ac acce cept ptab able le co cond ndit itio ion, n, cl clea ean n and and usab usable le

Adequate materials, p pa anelling with gaps evidence th though small space and  Acceptable condition, cle clean an but with dated dated materials materials

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Overall Cleanliness

Surfaces in acceptable condition

13

Toiletries Available

14

Bathrooms Amenities

Mandatory for all Toilet paper is provided:soap is provided Amenities that earn points Slippers and bathrobe(1 point) Shoe mitts/ horns (1 Point) Magnifying mirror (1 point) Functional hairdryer(2 points)

15

Bathrooms Environment Mental protection

Weighing scale (2 points) 3 points earned for  Dual flush toilet system or similar conserve water  Flow regulators on shower/ taps conserve water  Bulk dispense dispenserr or biodegr biodegrada adable ble packagin packaging g used for  soaps and shampoos Towel and lines policy promotes conservation and give guest a choice regarding frequency of cleaning 

 

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DIMENSION 5 Food and Beverage 1

Availability of of Re Restaurant

Mandatory fo for a alll tto o ha have br breakfast rro oom av available For 3-5 star  Full service restaurant open 7 days a week (including breakfast)  Additionall speciality res  Additiona restaurant taurant required required for for 4-5 star hotels hotels At least fast foods/ instant coffee or drinks up to 20% available More choices, more sophisticated menu earn more points Friendly, al although no not n ne ecessarily pr professional se service, s sttaff wi with basic knowledge of items offered More points earned with smart and professional service Ta Tabl bles es an and d cha chair irs s are are ffun unct ctio iona nall thou though gh mayb maybe e mis misma matc tche hed, d, Seating with minimal comfort, plastic chairs More elegant and higher quality materials earn higher points Acceptable condition Those in excellent condition get highest points Basic Basi c crockery crockery,, cutlery, cutlery, glassglass- wares wares are clean clean though though maybe maybe mismatched Croc Crocke kery ry,, cutl cutler ery, y, gl glas ass s wa ware res s ar are e cl clea ean n th thou ough gh mayb maybe e mismatched 



2

Options Available

3

Service Quality

4

Deco Decora rati tion on an and d Fur Furni nitu ture re Qu Qual alit ity y

5

Decoration /furniture- Quality

6

Crockery, Cutlery, Quality Crockery, Cutlery, Cleanliness

7

GlasswareGlassware-

8

Space and Comfort

9

Kitc Kitche hen n Quali uality ty of Appli pplia ances nces

10

Kitchen Cleanliness

  Comfortable though maybe crowded Mandator tory fo forr al alll to be be in co complian lianc ce with with he healt lth h and and sani sanita tati tio on code of the Philippines Clean, ttiidy, w iitth a ac cceptance co c old st s torage pr p rocedures, basic hygiene standards are followed

DIMENSION 6-Amenities and Services 1

Amenities-Guest S Se ervices

 

Room service mandatory for a minimum of 12 hours for 13 star hotels, and for 18-24 hours for 4-5 star hotels 3 points earned for hotels with Free internet connection in public areas Housekeeping turn down service at night 1 point for sports equipment for hire, appropriate to the location 2 points for  Space service 

 

2

Wellness Services



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Swimming pool with lifeguard Jacuzzi Sauna and steam room 3 points for  Fitness center with cardio Machines and trained staff  Spa with 3 or more treatments   

  

3

Amenities-General Services

5 points given to Gift and souvenir shops Tour desk Hairdressers/salon Business center with PC, printer  Photo copier, internet, etc) First aid facility with trained t rained staff  Points for conference facilities depends on size/seating capacity 4 points if good for less than 20 8 points-can seat 20-50 people 12 points-for 50-100 seating capacity 16 points-100-250 seats and 20 points if good for more than 250 persons seating capacity    



4

Amenities-Conference Venue

Function-

 Additional 4 points earned for added amenities like projector/screen, white board/flipchart, sound system, pin boards and moderation kit, conference chairs and tables. DIMENSION 7 Business Practices 1

Business Processes

Mandatory requirements Emergency and fire evacuation procedures Backup generator or emergency power  Hotel meets all current regulations and legislative requirements to operate oper ate a Hote Hotel. l. (Revised (Revised Fire Code, Code, Environm Environmenta entall Code, Code, Air  Pollution, Accessibility Law, etc.) 5 points for: Safety systems and documentation in place Cleaning schedules-daily, weekly, seasonal Maintenance plans showing plans to address major areas requiring maintenance Pest control in place to eliminate pests  

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 





Risk Risk as asse sess ssme ment nt au audi ditt cond conduc ucte ted d fo forr la last st 5 ye year ars, s, indicating security threats to the property. Environm Envir onmenta entall manage management ment system in place place to reduce reduce waste with waste reduction targets. Environm Envir onmenta entall manage management ment system in place place to reduce reduce water with water reduction targets.



2

Barrie ierr-fr -free F Fa acili ciliti tie es for for Perso son ns with Disabilities (PWD)

5 points earned if at least 5% of rooms are designated for PWD, but not less than 2 rooms 2 points for  Reception areas that provide low and recessed or splitlevel lev el cou counte nters rs that that can both both accom accommo moda date te stand standing ing persons and those seated on wheelchairs.  All interior doors that have at least a width of 35 inches to accommodate big and motorized wheelchairs. 



Accreditation Process in the Philippines PANGASINAN STATE UNIVERSITY

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Module No.1

 Any person, partnership, partnership, corporation corporation or other entity desiring to operate a primary tourism enterprise enterprise as defined herein shall secure an accreditation from the Department of Tourism. Application for application shall be accomplished online. Documentary requirements shall likewise be accomplished and submitted. If the enterprise passes the standards for accreditation to a particular star, a Certificate of Accreditation shall be issued, valid for a period of two (2) years, unless sooner revoked by the Department.

Grounds for Cancellation and Downgrading of Accreditation a. Making any any false declaration declaration or statement o orr making use use of any such such declaration declaration or statement or any documentt containing the same or committing fraud or any act of misrepresentation documen misrepresentation for the purpose of  obtaining the issuance of accreditation; b. Failure to comply comply with or contravene contravene any of of the conditions conditions set forth in the certificate of accreditation; accreditation; c. Fail Failure ure to meet the stand standard ards s and requir requireme ements nts for the opera operation tion of the establishm establishment ent as presc prescribe ribed d in these rules and regulations; d. Allowing Allowing or permi permittin tting g the establi establishme shment nt or its facilitie facilities s to be used for prostitu prostitution tion particul particularly arly those those involving children or any illegal, immoral or illicit activities; and e. Viola Violatio tion n of or non-com non-compli plianc ance e wit with h any any of the provisi provision ons s of th these ese rules, rules, pr prom omulg ulgate ated d or order ders, s, decisions and circulars issued by the Department and other concerned government agencies.

LEARNING ACTIVITY 3 1. Give at least least four bene benefits fits or advant advantage ages s of securing securing a hotel hotel accredit accreditatio ation. n. 2. What are are the docu documen ments ts need needed ed for hote hotell accre accreditat ditation ion in the Philipp Philippines ines? ? 3. On what what grounds grounds will will be a ho hotel tel acc accredi reditati tation on be ca cancel ncelled? led? SUMMARY

The The hotel hotel indus industry try is a ma major jor part part of the hospi hospital tality ity ind indust ustry. ry. Hospital Hospitality ity gen generat erates es reve revenue nue for loca locall economies directly when tourists spend money in hotels, restaurants and entertainment venues. In addition, tour to uris ism m ca can n st stim imul ulat ate e th the e bu buil ildi ding ng of in infr fras astr truc uctu ture re su such ch as ro road ads s an and d pu publ blic ic tr tran ansp spor orta tati tion on..  Also important important economically economically are the jobs created by the industry. Hotels are expandi expanding ng and offering better  entertainment, lower lodging prices and appealing restaurant chains. Industry experts anticipate that growth of  the Hotel Industry will continue to grow through technology, globalization and consumer.

 

REFERENCES

Roldan Amelia S. (2017) Introduction to Hotel & Front Office Operations -Skills Development and Management Services, Inc. https://www.soegjobs.com/ov https://www.soe gjobs.com/overview-ho erview-hospitality-tour spitality-tourism-industr ism-industry-today/ y-today/ https://www.youtube.com/wa https://www.yout ube.com/watch?v=WYlvm-Q tch?v=WYlvm-Q3IDQ 3IDQ

PANGASINAN STATE UNIVERSITY

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