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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
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
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