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Management Terms

Hands-on learning Often in the hospitality industry individuals learn by experience, practicing, and displaying certain behaviors. For example a new bartender will learn the mix of cocktail ingredients and then practice how to blend these together whilst a room attendant will practice the various steps involved in making a bed. Many companies now identify key skills for all jobs within their organization to support and target learning. Hilton (UK) for example has defined the technical and behavioral skills (TBS) required for all operations roles and designed learning experiences around these. This is known as behavioral learning and is best suited to skill development. Attitudinal development is better achieved through cognitive learning. In this process learning is stimulated by explanation and understanding of concepts and theories which will then allow the learner to adapt their attitude to a given situation.

Create: May 6, 2019 Edit: May 7, 2019 Hotel Management

Croatian hotel and spa opens its doors

Described as "a new ultraluxe hospitality project created by renowned Croatian entrepreneur Pavo Zubak" the spa element has been created by international spa consultants Illyria Wellness. "Two thousand years ago, a water springs goddess named Ika was revered all along this coastline. Today, Ika's springs still rise up through the salty Adriatic in the place that bears her name," said Liz Ugrin, co-founder of Illyria Wellness. "The Amber Road of the ancients also passed through this place, so as I set out to define the spa concept and develop wellness rituals, the stories began pouring out from the abundance of antiquity - just like Ika's springs." Pavo Zubak, founder of Zubak Grupa, said: "The Opatija Riviera has long been a place of inspiration for musicians, intellectuals, and writers. But at Ikalia Spa, we are tapping into why so many artists - from Puccini to Isadora Duncan - felt called here for renewal. There is a mystery in Ika, just below the surface, that has attracted seekers not just for hundreds of years, but thousands." Ikalia Spa sources artisan natural ingredients for its treatments, such as pure Baltic Amber powder, local olive crush, organic distilled plant oils, and premium plant-based skin care featuring Croatian spring waters.

Create: May 6, 2019 Edit: May 6, 2019 International News

$2.6B Encore Boston Harbor to open June 23

The $2.6 billion Encore Boston Harbor Resort will begin welcoming guests June 23. The 671-key property includes a 210,000-square-foot casino, 15 dining and lounge venues, 50,000 square feet of indoor and outdoor event space, a spa and a 6-acre park space. The resort’s casino space is split into two sections: a main first floor area with more than 3,000 slot machines, 143 table games and a casino bar; and, on the second floor, an 88-table Poker Room. The property’s selection of restaurants, bars and lounges will include concepts from Wynn and Encore Las Vegas, including the Sinatra restaurant, Wynn Buffet and Rare Steakhouse. Other resort dining venues will draw inspiration from the produce and ingredients of New England and the Atlantic. The Encore Boston Harbor Resort will offer more than 50,000 square feet of conference space, including 10 break-out rooms, a promenade and a 37,000-square-foot grand ballroom. Additionally, the property will feature 21,000 square feet of seasonal outdoor space overlooking the Boston Harbor and skyline. Other amenities and features include the 17-treatment room Spa at Encore Boston Harbor with a neighboring salon and barber, luxury retail shops and a water transportation system from Boston directly to the resort.

Create: May 4, 2019 Edit: May 5, 2019 International News

4 areas of contact

the arrival experience is your first opportunity for interaction with everyone who sets foot on your hotel’s property - from guests to members. There are 4 areas of contact through which you can influence your guests during the arrival that will go a long way to making the first impression count. Greeted Directed Treated Seated

Create: May 2, 2019 Edit: May 4, 2019 Etiquettes

Our “High-Tech, Low Touch” World

For the customer, you are the company. Attracting and keeping customers is a process that begins and ends with their employees. We must also factor in the impact that these choices have on the wearer as well. Pride in your appearance contributes to your sense of self-worth. Studies on the subject link clothing consciousness to higher self-esteem and job satisfaction. Accentuating your It is in your best interest to put effort into a “positive visual image.” We know we look appropriate and we know how to conduct our-selves in any business situation, we feel comfortable and empowered and can concentrate on the business at hand to achieve our goals.

Create: May 2, 2019 Edit: May 4, 2019 Hotel Management

Room basics

Here are some simple tips that can help make your staff (and rooms) shine: As we all know, a great overall experience goes well beyond the condition and cleanliness of the room, but there are some simple elements to which you must always attend: No scuff marks on the walls or baseboards All lightbulbs in working order (this is one of my pet peeves and happens a lot) Television channel card and remote present and/or easily found Alarm clock with the correct time displayed Alarm is off (admit it: you’ve been awakened at 5 a.m. too) Telephone instructions available and easy to find Closets neat and have a sufficient amount of hangers (eight or more) Ceiling is free of cobwebs and stains Underneath the bed(s) is free of dust and debris (guests sometimes place items here).

Create: May 2, 2019 Edit: May 3, 2019 Housekeeping

Guest Interaction Cycle - Leaving the Guest Room

After cleaning the guest room: Inform the guest that the room cleaning is finished “Mr/Mrs/Ms ________ your room has been serviced" Check for the guest satisfaction “Mr/Mrs/Ms _______ Everything is fine and comfortable in the room" Offer assistance in advance “Would you like me to call the restaurant reservation to book a table for you this evening?” If you are taking down a guest request, please ensure that they revert back to the guest with the confirmation. Leave the room quietly without disturbing the guest or making any noise. “Thank you very much Mr/Mrs/Ms _______ Have a wonderful evening”.

Create: May 1, 2019 Edit: May 2, 2019 Housekeeping

Guest Interaction Cycle - Entering the Guest Room -If there is no sign on the door –

Knock on the door three times using your index finger or ring the doorbell Announce your self “Housekeeping”, Wait 15 seconds for reply. If there is no answer knock again (the standard is to knock thrice before entering a guest room) If the guest opens the door, say “Good Evening” Mr/Mrs XXX. I am (Your Name) from Housekeeping Can I Turn your bed and change the towels, replenish the amenities If guest says no ask the guest what time will be convenient to service the room Offer additional service if guest is in the room During turndown: Run an aromatic bath Order beverage for the guest Order early morning beverage

Create: May 1, 2019 Edit: May 2, 2019 Housekeeping

ATTITUDE IS THE KEY TO SUCCESS

Our Attitude towards guests and colleagues influence our behavior We can not always show how we feel Our Attitude reflects the level of our job satisfaction It affects every one who comes in contact with us, either in person or on the telephone. Our Attitude is not fixed. The attitude we choose to display is up to us. It is not only reflected by our tone of voice, but also by the way we stand or sit, facial expression and other non-verbal ways.

Create: May 1, 2019 Edit: May 2, 2019 Hotel Management

Quality Service in Etiquette

Delivering quality service means creating a memorable experience for every guest Understanding and anticipating each guest’s wants and needs Meeting and exceeding every guest’s expectations Helping associates fulfill our guests’ wishes Delivering quality service is not part of our job - it is our job. If it weren’t for guests, we would not have a job in the hospitality industry

Create: May 1, 2019 Edit: May 2, 2019 Waiter

Radisson Hotels Group

Radisson Hospitality , Inc. trading as Radisson Hotel Group, is an American multi-national hospitality group. The company started as a division of Carlson Companies, which owned Radisson Hotels, Country Inns & Suites and other brands. In 1994, Carlson signed a franchise agreement with SAS International Hotels (SIH), which SIH started to use the brand Radisson SAS in the Europe, Middle East and Africa markets. In 2005, Carlson acquired 25% shares of SIH, at that time known as Rezidor SAS Hospitality. In 2010, Rezidor Hotel Group (former Rezidor SAS) became a subsidiary of Carlson. Since then, the enlarged hotel group had a new trading name Carlson Rezidor Hotel Group, which was one of the top hotel corporations in 2013. In 2016, Carlson Companies sold Carlson–Rezidor to Chinese conglomerate HNA Group. However, in 2018, HNA Group re-sold Carlson–Rezidor to Jin Jiang International Holdings. In the fourth quarter of 2017, Carlson Hotels, Inc., the holding company of the group, was renamed to Radisson Hospitality, Inc., while the listed subsidiary Rezidor Hotel Group AB, was renamed to Radisson Hospitality AB. As of 2019, Radisson Hotel Group owns or operates 7 hotel brands: Radisson, Radisson Blu, Radisson Collection, Radisson Red, Country Inn & Suites by Radisson, Park Inn by Radisson, [[Park Plaza Hotels & Resorts|Park Plaza]. The loyalty program was known as Radisson Rewards. CONTACT Radisson RadissonHotels RadissonHotelGroup.com

Create: May 1, 2019 Edit: Jan 12, 2020 International Hotel Chains

Marriott building world’s tallest modular hotel

On-site construction of the AC Hotel New York NoMad will begin this fall with an opening planned for late 2020. The 168-room, 26-story hotel will be erected over 90 days and, once fully built, will stand 360 feet tall. According to Marriott International, it will be the world’s largest modular hotel. Fully outfitted guestrooms will arrive at the construction site with bed, sheets, pillows, flooring and toiletries already inside. Marriott plans to use modular construction for the hotel’s roof and rooftop bar as well. Its more customized public areas, including the restaurant and lobby, are expected to be built using traditional methods. “We wanted to demonstrate that modular building can do more than just harness the efficiencies of the factory,” Danny Forster, president and founder of Danny Forster & Architecture, the firm that designed the project, said in a statement. “It can produce a graceful and iconic tower. And yes, it can do so at the rate of an entire floor a day.”Marriott said it began researching modular construction in 2014. In 2015 it began hosting town halls, factory tours and stacking events to educate owners, franchisees, architects, lenders, consultants, general contractors and other stakeholders on the benefits of modular construction. Since the initiative’s launch, its development partners have opened 31 Marriott-brand hotels using prefabricated guestrooms and/or bathrooms. “The world’s tallest modular hotel in one of the world’s greatest destinations will act as a game-changing symbol to ignite even greater interest in modular among the real estate and lending industries,” Eric Jacobs, chief development officer, North America, select and extended stay brands at Marriott, said in a statement.

Create: Apr 30, 2019 Edit: May 5, 2019 International News