8th Semester UNIT 6: Trends for Today: Using Technology

 

Many of the emerging housekeeping technology solutions rely on artificial intelligence to automate predictable tasks and reduce the burden on employees. The Internet of Things (IoT) and IoT devices can also play a crucial role in helping the housekeeping department to utilize their time effectively too:

1.       Room management: occupancy reports (Occ., VIP, sleep-out, overstay status, etc), guest information/ request management system, room status management (OOO, redecoration, maintenance problems, sleep-out, overstay status, etc.), room change records

2.       HR management: Computers may be used to forecast the number of employees required, doing manning, and staffing, for the department.

3.       Supervision: Using intercom and technology for managing shifts and inspections

4.       Departmental records: All housekeeping records (Room type, HK Items’ purchase details, supplier/ vendor details, cleaning records, guest supplies records, and preventive maintenance, room maintenance records) may be kept on the computer.

5.       Labour management: Schedules and assignments (Scheduling, tracking work orders, tracking labor costs, assessing performance), training records, improve HR management processes through Technology

6.       Accounting/ budgeting/ Inventory, stock taking & ordering: All types of housekeeping stocks may be controlled by a computer. It includes inventory management for linen, cleaning agents, cleaning equipment, uniforms, guest supplies, soft furnishing, bedding, upholstery fabric, etc. Technology can help to manage and maintain the stock for the department. 

7.       Energy Management: Technology can help in implementing sustainable practices and managing sources like heat, light, power, etc.

8.       Smart guest experiences and room service: Smart rooms are revolutionizing the hotel industry by providing guests with a more personalized and convenient stay experience. The technology allows guests to control various aspects of the room, such as lighting, temperature, and entertainment, using their mobile devices or digital assistants.

IT Savvy Housekeeping: The hospitality industry strongly invested in information technology (IT) to generate new technologies in the housekeeping department. New technologies like Wi-Fi (wireless fidelity), radio frequency identification, GPS (Global Positioning System), VOIP (VOICE OVER INTERNET PROTOCOL), handheld communication devices, and WLAN (Wireless local area networks) are developing rapidly. Many types of software having comprehensive housekeeping applications are being used today in hotels. With the help of technology customers’ involvement in service delivery has increased.

WLAN technology is enabling a wide range in the housekeeping department. Housekeeping staff can now conduct room checks after a guest vacates the room through a handheld Wi-Fi-enabled device to report the status of the room. In emergency situations they can communicate through email and staff can also ensure the functioning and check inventory information for guest room supplies and to replenishment in an effective way. Housekeeping managers can also contact workers and identify their locations quickly, resulting in quicker response times.

In most hotels today VoIP is the fundamental enabling technology that converts voice signals into a form that can be sent over a data network, such as the Internet or one of the typical local area networks (LANs). Many software packages are now available in India that provide specific applications for housekeeping operations. This technology greatly reduces the cost of individual wiring in each guestroom. For instance, an interface can be created between the telephone system and the CPU (central processing unit) of the hotel’s computer network by the GRA dialling a specific sequence of numbers on the phone from a specific guestroom. Once connected, the computer immediately recognizes the room numbers to which it is being connected, after the connection is established, a specific list of dial-up codes becomes available to the GRA.

 Special Software in Housekeeping:  Housekeeping operations modules are now an integral part of integrated hotel management software such as forecasting GRA requirements, daily housekeeping scheduling, tracking housekeeping history, and monitoring GRA performance. Some of the important software referred to by the housekeeping department are:

·       Software Forecasting GRA Requirement: This is designed to forecast the total number of GRAs needed each day in the future, based on the current in-house occupancy and staffing and the expected arrivals/departures over the forthcoming period. This also can forecast staffing requisites up to 365 days in advance.

·       Daily Housekeeping Scheduling: This application can automatically create and print a cleaning schedule each day for each GRA, based on the number of dirty rooms, the estimated cleaning time needed per room, and the number of GRAs in the establishment. A `housekeeping status screen’ is the core element of the system, and tracks each.

·       Other Applications of IT in Housekeeping: When a guest puts a tray outside of the door by tray detection technology it alerts through a triangle sensor on the tray triggers another sensor in the doorway to the housekeeping department way of a blinking light/guest click a button, which sets off another sensor, to indicate they are gone and the room can be cleaned/ while going through the typical routine in a guestroom, a room attendant may notice a problem such as a leaking WC or a malfunctioning thermostat, the housekeeper can pick up the room phone and follow through a protocol to identify that specific problem. The report immediately alerts the proper maintenance person via wireless phone.

A major trend in hotels is towards becoming more eco-sensitive. Housekeepers are developing and adopting new ways to conserve water and energy and opting for eco-friendly amenities and products. The use of ozone in various areas in the housekeeping departments, in particular, has been a big step towards environmental protection.

 

Smart hotels: Incorporating the Internet of Things (IoT) into a hotel, provides a high level of convenience and efficiency, and also a sense of luxury. Examples of some of the techno trends used by the industry:

·       Robot staff (help automate check-in and check-out, carry luggage, and acts as concierges, or for room service)

·       Virtual Reality and Augmented Reality (can create a virtual environment as per the guest’s expectation, virtual tour, virtual facilities, and interactive apps).

·       Voice technology (Voice recognition apps, Siri, Alexa, Google, and Amazon, etc. are the regular features are daily life)

·       Drone technology (Using drones for aerial photography and videography for destination and hotel marketing, documentation of trips, etc.)

·       Self-check-in and check-out trends (helps in providing personalized, efficient service to the guest, helps in time-management, convenience to the guest)  

·       Online mode of payment (cashless transactions/ complete digitalization prove convenient and hassle-free modes of payment)

·       Artificial intelligence (AI helps visitors with their inquiries, processing bookings, and checking guests in and out, increases productivity and efficiency of the employee, improves guest interaction, and increased data collection)

Future trends in the hotel industry

•            Smart rooms (with a personal assistant, and smart control)

•            Green hotels (using solar power, conserving water, reducing plastic, adopting motion sensors, and adding meat alternatives to menus)

•            Technology on every front (for pricing rooms, self-check-in/ check-out, online assistance, room service, etc.)

8TH SEM (BHCT 416) UNIT 5 Designing Hotel Room Ambience

 

ELEMENTS OF DESIGN

These are primarily the visual components used in creating a design. The elements that are basic to all visual design are line, shape, color, and texture. Elements like pattern, light, and space help to complete it. Each of these basic elements is well-defined, but when used collectively or in connection with each other, they can create perfecting guestroom ambiance.

And if these elements, if used in accordance with the principle of design, can ensure degree of beauty in the final product.

1. Line: As a geometric conception a line is a point in motion with only a one-dimensional length. A line has both a position and direction in space. The variables of lines are size, shape, position, direction, and density. Points create lines; lines create shape, plane, and volume.

All lines have direction – horizontal, vertical, and oblique.

·       Horizontal suggests stability, responsiveness, and relaxation.

·       Vertical lines give a feeling of balance, formality, and alertness.

·       Oblique line suggests movement and action.

·       Diagonal lines suggest action as they keep the eye moving

·       Circular curves express a feeling of cheerfulness.

·       Softer S-shaped curves may express gracefulness and refinement.

A line represents order and gives the eye explicit direction, where to look for (specific direction). Line, group relates objects together and divides unrelated objects. The line is also the edge where two shapes meet. Two sheets of paper placed side by side have a line between them. Most often lines are functional rather than decorative.

• To decide which part to display is the most important and direct attention to it by judicious use of lines.
• Remember that all margins are invisible lines.
• Attention to the line does not mean that all elements in the design have to be lined up.

2.       Shape: Shape is a type of form used in a display. The important part is to arrange all the different sizes and shaped items into larger and more important shapes and then relate them to rest of the design. Following are the tips on using shapes/forms:

• Background shape has to be simple and large.
• Don’t mix shapes too much.
• Try to limit the different shapes and sizes used.                                                                                                                                                                                                                           3. Color: It is another powerful element of design. It can stand alone, act as a background, or highlight other elements in your design. It is also a fantastic tool for creating and establishing a mood for the brand. For example, red typically signifies love, strength, power, and desire; green typically signifies tranquillity, good luck, and health.

• Hue refers to the name of the color. For example, “red,” “blue,” and “green” are all hues.
• Saturation refers to the intensity or purity of the color. A specific hue can have a vibrant or dull saturation (and anywhere in between).
• Value refers to the lightness or darkness of a color. Color can be “tinted” by adding white or “shaded” by adding a layer of black.

4. Texture: In some instances, texture takes the place of pattern, and in decorative schemes where color contrasts are not great, texture matters a great deal; thus, different tones of gold or yellow may be used without any monotony when the upholstery is velvet, curtains silk, and carpet wool.

Much more attention is paid to texture now than formerly and with the wide choice of materials available, variety in texture should not be difficult. In wall coverings alone, the texture may vary from the cold, shiny, smooth surface of the glass to the warmer, rougher surfaces of grass cloth, Hessian, and flock paper covering.

5.       Size: Colour is frequently used in conjunction with form, and this adds interest to a decorative scheme, but the introduction of size in an interior design is not without its problems and needs careful consideration because:

·       it may help create the illusion of greater or smaller space;

·       too many shapes are disturbing to the eye and create a ‘busy’ room;

·       large shapes can be overpowering in a small room;

·       small shapes may be lost in a large area;

·       if two shapes are thought necessary, they should be different in character and one should be dominant;

6.       Space: This is among the most important elements of interior design. The organization of space is basic to architecture and interior decoration. Unless a space is thoughtfully planned nothing else will seem quite right. Almost any space that is sensitively handled can be made effective, liveable, and even dramatic.

GUEST-ROOM MANAGEMENT SYSTEM

The GRMS (Guest Room Management System) is the automation system of the hotel room. It manages information sent by the commands, allowing to operate many functions:

·       Light management (ON/OFF or dimmer)

·       Openings (curtains, rolling shutters and so on)

·       HVAC system

·       Launch ambiance and comfort scenes

·       Manage services as “Do Not Disturb” (DND) or “Make Up Room” (MUR)

·       Presence/absence of the guest in the room

·       Communication with third-party systems as supervisors, access controls, PMS, Smartphones/tablets, TV and so on

Objective of GRMS:

•       To meet guest expectations and achieve guest satisfaction

•       Provides an innovative and efficient way to control room systems (light, temperature, curtains, TV, Music System and other guestroom services) through intuitive buttons or touch screen/panel interfaces.

•       Enables the hotel to efficiently manage guest room energy consumption

Role of GRMS:

•       Manage room environment/ambiance (wall panels, wall screen, bathroom mirror as screen)

•       GRM settings can either be adjusted in the room by the guest or centrally via the hotel management system / Hotel Software / PMS.

•       Monitor and control energy consumption, Identify and proactively address maintenance needs.

•       Handling Guest requests: Facilitate room service requests, Laundry requests, Do Not Disturb (DND) etc.

Advantages of GRMS:

•       Provide personalized touch- managing guestroom ambiance, 

•       Enable integrated global management and the hotel’s operation (integration b/w Building Management System -BMS and the Property Management System-PMS) enable,

•       Improves guest satisfaction & loyalty,

•       Increase room revenue

•       Save significant energy from 20% to 50%.

BOUTIQUE HOTELS

A Boutique Hotel is a small and intimate hotel, held in a stylish design decor with a personal note. It has a unique character and distinguishes itself from other hotel brands. It is true to its heritage; it provides guests with great and ultra-personalized service and is typically situated in a fashionable urban location.

The term was used initially in USA and the UK. While the first boutique hotels opened in London and San Francisco in 1981, the term ‘boutique’ was born when in 1984, when Ian Schrager and his business partner Steve Rubell opened the Morgans Hotel in New York City, comparing it to a ‘boutique’.

Characteristics of a boutique hotel:

·       Size: Small and compact with 10 to 100 rooms, with sense of intimacy and privacy

·       Individuality: Has to be unique with a personality

·       Design: Architecture and interior design are unique and upscale. Décor, aesthetics, and attention to detail, often a theme is typical for a boutique hotel.

·       Character: Has an independent spirit. Fun and funky, trendy and offbeat.

·       Location: Usually located in the most hip and fashionable urban areas. In trendy, lively, up-and-coming places or in high-end residential neighborhoods.

·       Culture: True to their heritage they celebrate the local flavor.

·       Service: Exceptional and highly personalized service is crucial for boutique hotels.

·       Gastronomy: Hip, trendy, and locally sourced. High-quality, authentic cuisine

·       Clientele: Is individual and hip as the hotels themselves. From Baby Boomers to Millennials. They are smart, fashionable, and chic.

Boutique hotels are all about luxury and individuality. They have an eclectic style that tells a story of the history of the hotel or owner, and can either be a sanctuary within a densely populated environment or a place of tranquillity located next to a secluded beach.

There are three important aspects of boutique hotel design that remain constant. These are:

·       Style

·       Practicality

·       Attention to details

As a designer, it is important to focus on attention to detail, quality of finishes, and eclectic style to create the individuality of the space. Design consideration for a boutique hotel:

1. Customers’ expectations
2. Modern design
3. In-room IT, entertainment, and wifi
4. Green practices
5. Scope of Refurbishment

 

ENERGY MANAGEMENT

The careful use of natural resources like energy and water and the measure of its conservation are being identified as energy management processes. 3R’s of energy conservation are:

·       Reduce

·       Reuse

·       Recycle

Need of energy management: bcoz

·       Energy is supplied in the form of light, solar rays and chemical fuels like oils.

·       Hotel industry consumes energy in different forms.

·       Hotel pays its energy bills in lakhs per month.

·       Energy conservation methods helps the hotel to save.

Energy Conservation measures to be followed by the hotel industry:

1.       Use of natural light: Well-lit windows

2.       Artificial lighting: Lighting systems with advanced controls, install chandeliers or decorative fixtures only in public areas as it consumes more energy.

3.       Use of Energy conserving bulbs: Use HPMV lamps with High-Pressure Mercury-Vapor (lighting technology), Use HPSV (High-Pressure Sodium Vapour) lamps for street lights, Use CFL (Compact Fluorescent Lamp), Use LED (Light Emitting Diode)

4.       Use an energy-efficient heating/ cooling system with a thermally efficient building.

5.       Use minimum glass areas on the east and west exposure.

6.       Use draperies and sun films on windows to cut down on air-conditioning cost

7.       Use heat reclaiming equipment in air-conditioning plants: Heat from them can be used for heating water.

8.       Keep equipment clean for the highest energy efficiency

9.       Minimize electric loads from appliances and equipment.

10.   Sensors can turn off lights and fans in unoccupied rooms.

 Alternative sources of energy management

1.       Install biogas plant for staff meals

2.       Use solar-powered vehicles to ferry guest

3.       Consider energy sources like photovoltaic cells

Energy conservation checklist for guest rooms

1.       Turn off lights when not occupied

2.       Use minimum lighting when servicing guest rooms

3.       Turn off the corridor light when natural light is available

4.       Clean lamp shades for better light efficiency

5.       Keep windows closed and curtains on

Water Consumption management in the Guest Bathroom

·       Use dual plumbing in the design to use recycled water for flushing.

·       Dual Piping is a system of plumbing installations used to supply both potable and reclaimed water.

·       Use aerated taps and showers that gush out less water at high pressure

·       Use shower cubicles instead of bathtubs

·       Use the dual flushing system for WCs

·       Use Grey Water System:

1.       Greywater is used water from bathroom sinks, showers, and washing machines. It is not water that has come into contact with faeces from the toilet.

2.       Greywater may contain traces of dirt, food, grease, hair, and certain cleaning products. It is a beneficial source of irrigation water in a yard.

·       Sewage Treatment Plant:

1.       Treatment plant for recycling used water in the hotel

2.       Treated water can be used for horticulture purposes, and flushing toilets.

·       Rainwater Harvesting:

1.       Replenish groundwater by rainwater harvesting.

2.       Hotel uses 80% fresh water and 20% grey water approximately.

3.       Rainwater harvesting saves 25% of water.

·       Drip Irrigation Method: Pipes have small openings which are spread along the plants. Water through these pipes irrigates only the roots and does not drench the whole plant.

·       Timer Controlled Sprinkler: Water sprinkler may be timed and should be used early morning or late evening as it minimizes evaporation of water.

 

8TH SEM (BHCT416) UNIT 4 Facility Planning and Management

 

Strategic planning is the process of developing a plan, guideline or roadmap for your hotel based on its mission, vision, values, and stated goals and objectives, which indicates the specific strategies and tactics or actions that will be taken to achieve these goals.

 

The following are seven major design considerations that must be considered while designing any Hotel:

1. Attractive appearance: All over the appearance of a hotel is one of the very important considerations for a hotel. It should be attractive and should reflect the architecture of that area and should also have a character of the services being provided in that Hotel.

2. Efficient Plan: The plan of the Hotel should be such that it should be functional and also appeal to the eye. All the services should be so designed that it meets various principles of layout and design.

3. Good Location: The design of the Hotel will be guided by the geographical location of the Hotel e.g. if a Hotel is situated near the airport or railway station, the reception of the Hotel will be designed in such a way that it could handle a large number of guests at one time because there is a possibility of guest checking in large groups and around the clock. Similarly, hotels situated at hill stations, beaches and hotels located in the heart of the cities and metros will be designed differently.

4. Suitable Material: The Hotel should be designed in such a way that it should be able to use the material locally available which will be cost-effective and efficient.

5. Good Workmanship: While designing a hotel one should consider the fact that what kind of workmanship is available and the designer should take advantage of local expertise. This will not only make the hotel efficient but also will be economical.

6. Sound Financing: One of the very important factors is finance in designing the Hotel. The availability of ready funds and management of finance is a crucial factor and it should be considered very carefully in Hotel Design.

7. Competent Management: The design of a Hotel will depend upon the quality of management available to operate the establishment. If we have quality management and manpower only then Hotel should be designed for sophisticated equipment and high-tech gadgets.

 

HOTEL DESIGN PROCESS

Developing an efficient design is a complex sequential process requiring intense interaction of many professionals to successfully planned, designed, and operate all facilities. The result of participation will surface following decisions:

·       Manage all services

·       Preparing a programme defining requirements for all services and operations

·       Apply the principle of design and layout to service facilities

·       Select the most appropriate equipment for all services provided by the hotel.

These design programme will fall into two basic categories, i.e.:

1.       Guiding programme: It will be written prior to undertaking the design process. The programme inputs will be gathered all appropriate sources.

2.       Confirming programme: This programme will be written after the facility design process is well underway which contains both basic criteria and describe design philosophy, constrain, and capability to develop. This programme is used to provide all available information to the designer. A working copy of the programme is to be continuously updated during the design process.

 

The hotel design process must focus on the following points:

·       Feasibility Study,

·       Conceptualization,  

·       Design & Licensing,

·       Contractor(s) Selection,

·       Quality Control and

·       Project Delivery and Closure.

 

HOTEL DEVELOPMENT PROCESS

1.       Conceptualization: It will start with the Internal developer organizational analysis, which involves preliminary audits of the hotels’ macro environment, hotel market analysis, competition, and internal audits of the developer’s expertise to understand gaps and ultimately create a team of experts to bridge down the identified gaps. To develop and establish the project objectives, determining the financial, developmental, and operational standards and guidelines will need to be initialized at this phase. Planning for the development of strategy and criteria which may include site location, market segments to go after, building ownership structure, brands to consider for hotel management/operator, and building owner /equity structure needs to be processed too. Last but not least, gathering data for the feasibility study also needs to be initialized at this phase.

2.    Feasibility study: The feasibility stage consists of a highly-detailed analysis of:

·       Macro environment feasibility

·       Physical feasibility

·       Market feasibility

·       Financial feasibility (financing options)

·       Operator audit which includes looking into the track record of success, competitive advantages, pluses and minuses of each, development requirements, etc.

·       Development of estimates, budgets, costs, cash flow pro formats, etc.

The Feasibility Report must cover:

·       L.A.E. (Local area evaluation): Analysis of the economic vitality of the city or region. Describe the suitability of the project site for a hotel.

·       L.M.A. (Local Market analysis): Assess the present demand and future growth of several market segments. Identity the existing properties and their probable growth.

·       P.F. (Proposed Facilities): Propose a balance of guest room and revenue generating public facilities (Restaurant and lounges, function area, recreating facilities). Assess competitive position of the property).

·       F.A. (Financial analysis): Estimate income and expenses for a hotel over a five year period to show its potential cost flow after fixed charges.

3.    The space allocation program: Among the many tasks of the development team is to establish a space allocation program. The allocation of space among the principal functions in a hotel varies from property to property. The most obvious difference among properties is the ratio of guest room space to public space and support area space. This varies from 90% in budget hotels and many motels to 50% - 65% in large commercial hotels.

     Architectural Consideration will include the Site Design and the Design Phase:

1. Site Design – The Architect is responsible for site planning, and analysis of the site, its constraints, and opportunities. Before firming up the design, the architect must consider:-

i) Visibility and Accessibility: Consider Road access and surrounding street patterns.

ii) Surface Conditions: Analyse terrain, vegetation, existing buildings and roads, and environmental constraints.

iii) Sub Surface Condition: Confirm the location and underground utilities, height of the water table, bearing capacity of the soil, and the existence of environmental hazards.

iv) Regulatory restriction: Height restrictions, parking requirements, Highway restrictions, etc.

v) Site Character: Describe qualities of the site such as surrounding uses and views.

vi) Orientation: for Sunlight.

vii) Adaptability: Potential for future development

​2. Design phase: Commences with the preparation of schematic design (set of alternate plans) and establish design directions considering the space allocation program. Provide the design team with approvals. Establish design schedule, Freeze structural drawings and specification of finishes etc. While working on design, it is important to consider: -

         i.            Site Benefit: Potential sites need to be considered in relation to the main tourist and service attraction. View influences the plan and compensatory attractions (garden view, recreational focuses), which should be provided for disadvantaged rooms. The orientation of sun, shade and prevailing winds will affect building design.

       ii.            Traffic Analysis: An analysis of traffic flows is necessary to identify: -

a.       Counter flows of traffic.

b.       Restrictions on new entries to the highway and

c.       Condition relating to signage on the highway

     iii.            Density and Height: The density and massing of the building is dictated by location, land costs, and local regulation.

     iv.            Circulations: The movement and guests, non-resident visitors, staff, and supplies in a hotel tend to flow distinct, circulatory patterns. Where practical, guest, supply, and staff circulation be kept separate.

       v.            Guest Room Plans: Guest rooms may be arranged in rows or one on both sides, of the corridor forming a slab plan or stacked around the circulation core of a tower structure, which is explained as under:-

a)       Slab Plan: This can be double loaded slab or a single-loaded slab. In a double-loaded slab the rooms are laid out on both sides of the corridor whereas in the single-loaded slab, the rooms are only on one side of the corridor. Double-loaded corridors are the most efficient so far as space utilization is concerned and work out to be more cost-effective and economical.

b)      Atrium designs: These are internal corridors overlooking the central space which may be open or sub-divided by mezzanine extensions to increase utilization. Elevators extending through the atrium are invariably transparent. The guest rooms are arranged in a single-loaded corridor.

c)       Tower Structure: The rooms are spread over around a central core which enables the guest rooms to be cantilevered, propped, or suspended around the sides. The proportion of space taken up in circulation, including corridors on each floor, is high and tower structures are generally used for high-rise buildings where the advantages of view justify the higher costs.

4.       Procurement

·       Final owner /equity situation

·       Selection and negotiation with Brand operator – which Brand makes the most sense?

·       Secure financing

·       Gain control of the site, selection of an architect, design, construction contractor, owner’s representative, the construction team

·       Final contract negotiations with stakeholders

·       Final design and documentation including furniture, fixtures, equipment

·       Final budgets/commitment point

·       Begin Pre-construction

5.       Construction

·       Site preparation / actual construction

·       Monitoring of budgets and schedules for on-time, on-budget assessments

·       Ongoing quality reviews

·       Completing contracts with vendors/documentation

·       Securing occupancy permits

6.       Operational

·       Development and initiation of operations/team/ staffing

·       Initial and ongoing sales and marketing efforts

·       Ongoing management of the hotel asset which includes operations, sales and marketing, and maintenance/upkeep of the asset

·       Possible rebranding / operational changes as market conditions change

·       Distinguishing Success Factors

RELATED LINKS:

HOTEL PLANNING AND DESIGNING METHODS

HOTEL FACILITY PLANNING (HOTEL DESIGN)

HOTEL DESIGN CONSIDERATIONS

http://www.sihmind.mp.gov.in/Uploaded%20Document/jer/notes/facilty%20planinng.pdf