Characteristics of a Hotel

Highest standard of luxury & comfort

Unique & original architectural design/style

Construct using highest grade material

24-hr room service Excellent fine dining

restaurants Great attention to guest

needs, e.g. Valet & concierge

Business centre Meeting rooms Ballrooms Recreational facilities,

e.g. gym, spa, etc Amenities in guestroom,

e.g. internet, DVD, mini-bars, television, etc

4-star hotel!!!

Highest standard of luxury & comfort

Unique & original architectural design/style

Construct using highest grade material

24-hr room service Excellent fine dining

restaurants Great attention to guest

needs, e.g. Valet & concierge

Business centre Meeting rooms Ballrooms Recreational facilities,

e.g. gym, spa, etc Amenities in guestroom,

e.g. internet, DVD, mini-bars, television, etc

Check out their website

• M-hotel website

• picture gallery

3-star hotel!!!

Highest standard of luxury & comfort

Unique & original architectural design/style

Construct using highest grade material

24-hr room service Excellent fine dining

restaurants Great attention to guest

needs, e.g. Valet & concierge

Business centre Meeting rooms Ballrooms Recreational facilities,

e.g. gym, spa, etc Amenities in guestroom,

e.g. internet, DVD, mini-bars, television, etc

Check out their website

• Royal Peacock Hotel

2-star hotel!!!

Highest standard of luxury & comfort

Unique & original architectural design/style

Construct using highest grade material

24-hr room service Excellent fine dining

restaurants Great attention to guest

needs, e.g. Valet & concierge

Business centre Meeting rooms Ballrooms Recreational facilities,

e.g. gym, spa, etc Amenities in guestroom,

e.g. internet, DVD, mini-bars, television, etc

http://upload.wikimedia.org/wikipedia/commons/0/0e/Hotel_81_Chinatown.JPG

Check out their website

• Hotel 81

1-star hotel!!!

Highest standard of luxury & comfort

Unique & original architectural design/style

Construct using highest grade material

24-hr room service Excellent fine dining

restaurants Great attention to guest

needs, e.g. Valet & concierge

Business centre Meeting rooms Ballrooms Recreational facilities,

e.g. gym, spa, etc Amenities in guestroom,

e.g. internet, DVD, mini-bars, television, etc

Classification of HotelsClassification of Hotels

Luxury hotel

Deluxe hotel

Boutique Hotel

Budget hotel

• 5-star • 5-star • 4-star

• 4-star• 3-star

• 2-star • 1-star

• Raffles Hotel

• M Hotel • Royal Peacock

Hotel

• Hotel 81

HOSPITALITY INDUSTRY

Chapter 3.2

Classification of HotelsClassification of Hotels

Luxury hotel

Deluxe hotel

Boutique Hotel

Budget hotel

• 5-star • 5-star • 4-star

• 4-star• 3-star

• 2-star • 1-star

• Raffles Hotel

• M Hotel • Royal Peacock

Hotel

• Hotel 81

Hotels, Motels, guesthouse and Bed-&-Breakfast are NOT

given any star ratings

Then how do we tell if they are good and what are the amenities each provide?

Hostel

• Dormitory style (sharing of rooms and common toilets)

• Cater to backpackers or travellers who are on budget

Good & Bad of hostel?

GOOD• cheap• more interaction

between guests than in traditional hotels

• Most hostels have a library of travel guides for guests to use to plan out their journey

• DVD libraries and book 'swap systems'

Good & Bad of hostel?

GOOD• Hostel staff provide

free, independent advice on the best places to eat and drink, travel options.

• Many hostels provide activities for their guests for a nominal charge or no charge at all.

Good & Bad of hostel?

BAD• Theft • Lack of privacy

during sleeping or changing of clothes

• Noise due to snoring or people returning at different time

• Smell as people have different level of hygiene

Hostel in Singapore

• Betel Box

• InnCrowd Backpackers Hostel

• Travllers' Rest_stop

Guesthouses

• Large private house• Refurbished rooms• Lodging & simple meal• Family-owned

Guesthouse in Singapore

• Little India Guesthouse

• Backpacker Cozy Corner GuestHouse

• Pasir Panjang Guesthouse

Bed-&-Breakfast

• As the name suggest

• Operated by private home owners

• May/may not have private bathroom

B&B in Singapore?

• Sleepy Sam

• 1BnB Singapore

• Orchid corner

MOTEL

• Motor + Hotel

• Located off highways

• For tired motorists

• Room + parking

• There’s no Motel in Singapore. Why?

Motels in other countries

• Martin Motel

• Alyssa Motel

• Casa de Gringo Motel

Serviced apartments

• Apartment units, like a normal home• With hotel services• With hotel facilities• Additional amenities e.g. household

appliances• For guests (business travellers/families)

that stays over a week

Serviced Apartments in

Singapore

• Far East Organisation SA

• Great World SA

• Ascott Group SA

Resorts• Relaxation + recreation

• Wide range of activities, e.g. dining, sports, entertainment, shopping

• Away from city areas

• Beach resorts/mountain resorts

• Tourist attractions

Resorts overseas

• Genting highlands

• Siam Beach Resort

• Disney World

• Club Med

SummaryTB p54 LA1

• Hostel• Guesthouse• Bed-&-Breakfast

• Motel• Hotel• Resort

Hotel Operation

Recap

ClassificationLuxury hotel

Deluxe hotel

Boutique Hotel

Budget hotel

How many stars?

• 5-star • 5-star • 4-star

• 4-star• 3-star

• 2-star • 1-star

Examples? • Raffles

Hotel• M

Hotel• Royal

Peacock Hotel

• Hotel 81

Classification of accommodation

Classification Motel B&B Serviced apartments

Resorts

Features

Examples

Hotel operation

Front-of-the-house

• staff have direct contact with guests

Back-of the-house

• Staff that work behind the scene and do not have much direct contact with guest

What do these staff do in the hotel?

Front-of-the-house or

Back-of-the-house?

Bell staffReceptionConcierge

Waiter/waitressHuman resourceHousekeepingSecurity staffAccountingMarketing

Hotel operation

Front-of-the-house• staff have direct

contact with guests• Reception• Concierge• Waiter/waitress• Bell staff

Back-of the-house• Staff that work behind

the scene and do not have much direct contact with guest

• Human resource• Housekeeping• Accounting• Marketing• Security staff

There are many ways to classify

drinks…

Alcoholic vs Non-alcoholic

Sugared vs Non-sugared

Fizzy vs Non-fizzy

Classification of F&B

operations

Huh? Food also need to classify?

Themerestaurant

FastFood

Restaurant

Coffeehouse

Food court

BuffetRestaurant

Finedining

restaurant

Cateringservice

EthnicRestaurant

Familyrestaurant

F&Boperations

• Often found in hotels

• Grand & stylish

• ‘Cuisine’

• Wait staff are required to be extremely attentive and have good knowledge of the food served

Fine dining

Theme restaurant

• Based on a concept or idea• Decoration, food, music & overall feel are

design around the same theme• Customers are attracted to the theme

Theme restaurants in Singapore

• Hard Rock Café• Planet Hollywood• Igors – The Main

Event• Rainforest café

(closed)• Snoopy restaurant

(closed)

Ethnic restaurants

• Reflects a particular culture

• Using Décor, settings, uniform, etc

Ethnic café in Singapore

Too many to list…

• Miyabi

• Tung Lok

• Pho Hua

• Madam Saigon

• Jang Shou

Family restaurants

• Caters to families

• Family friendly atmosphere

• Offer children’s menu, balloons, activity sheet and even playgrounds for young customers

• located at places with

high human traffic

volume

Family restaurants in Singapore

• Ikea• Swensen• Pizza Hut• Prego

Buffet restaurants

• Serve wide range of food & drinks

• Spread on long tables

• Few wait staff• Charge one price

regardless of how much you eat

• Price varies

Buffet restaurants in

Singapore• Sakura• Seoul Garden• Vienna• Pariss

Fast food restaurants

• Serve customers quickly

• Factory-like production

• Cooked in bulk in advance or reheat upon order

• Found everywhere in Singapore

Name me some of the fast food restaurants found in Singapore

• Macdonald’s

• KFC

• Long John Silver

• MOS burger

• Burger King

• A&W

• Carl’s Jr

Coffee house

• Specialised in coffee & tea• Sell light snacks• Place for socialising, read, write

or pass time• Located in areas with high human

traffic• E.g.

Make a guess, where & what is this?

Food court• Offer wide variety of food

selection• Order from any stall and eat at a

common area• In shopping malls & neighborhood

centers• Relatively cheap

Catering services• Food order in advance

• Cook in advance or on-site

• Buffet style at location specify by customer

• Tables, chairs & cutlery provided

• For all occasions, company functions, weddings, parties, etc

Some catering firms in SG

• Eatz

• Select

• Friends

• Empire Food

Where to dine?

• If you are rushing for time…

• If you have $10 to spend…

• If you want to sit down, chit-chat and watch people walk by…

• If you have $300 to spend for your girlfriend’s birthday…

• It is your company’s AGM…

Summary TB p65 LA2

1. Coffee house Coffee bean & tea leaf

2. Ethnic restaurantBali Thai

3. Fine diningEquinox, Les Amis

4. Theme restaurantIgor

5. Family restaurantSwensen

6. Buffet restaurantSakura

7. Fast-food restaurantLJS, BK, Mac, KFC

8. Food courtFood republic, Banquet

Summary TB p66 LA3

1. Service Apartment

2. Hostel

3. Bed-and-breakfast

4. Luxury/deluxe Hotel

5. Beach Resort