Hospitality Management 101105201954 Phpapp02

8/2/2019 Hospitality Management 101105201954 Phpapp02

http://slidepdf.com/reader/full/hospitality-management-101105201954-phpapp02 1/24

Hotel Management

HOTEL INDUSTRY OVERVIEWFrom past 5 years there is huge growth in hotel industry, hotels,

luxury hotels; jobs related to hotel hospitality industry and hotel

industry also increase the business for Tourism Industry. Hotel

Industry is a part of Hospitality Industry, that earns a lot to promote

a countries economy, but hotel industry is not the alone one,

Hotel Industry directly or indirectly provides Business to following

industry

Hotel industry provides business to Travel Agency

Hotel industry provides business to Tour Operators

Hotel industry provides business to Transportation.

Points to know for Hotel Industry

Hotel industry Information

Hotel industry News Hotel industry Trends

Hotel industry Analysis

Hotel industry Jobs

Hotel industry Statistics

Hotel industry Associations

Hotel industry Overview

Hotel industry Report

Hotel industry History Hotel industry Careers

Hotel industry Courses

Hotel industry Experts

Hotel industry Facts

Hotel industry Marketing

Hotel industry Problems

Hotel industry Research

Hotel industry Services



Hotel industry Terms

Hotel industry Profits

History of Hotel Industry

From the ancient time the place providing both safe food and safe

accommodation to the customers is the meaning of Hotel or Hotel

Industry

Food, Accommodation and Dress are the 3 most essential things

which everyone need. And Hotel Industry alone provides 2 basic

things: - Food and Accommodation.

There are just three front sides of the Hotel Industry Earnings: -

In providing Rooms, Banquets and Restaurants.

Types of Hotels in Hospitality Hotel Industry

Commercial Hotels

Airport Hotels

Conference Centres

Economy Hotels

Suite or All-Suite Hotels

Residential Hotels

Casino Hotels

Resort Hotels Department of Hotels that are available for guest 24 X

7:-

Hotel industry kitchen department

Hotel industry Food Production department

Hotel industry Engineering department

Hotel industry Front desk department

Hotel industry Housekeeping department

Hotel industry Food & Beverage Service department



Hotel industry Gym/ Health Club/ Sports department

Hotel industry Parking/ Shops department

Hotel industry Parking/ Shops department

Hotel Industry Kitchen/ Food Production: Kitchen & foodproduction is a department of hotel that responsible for food . Even

hotels having Coffee Shop provides 24 hour services to the guest.

Hotel Industry Engineering:- If any problems come in room, bulb

fuse, A/C not working , then we have to contact Hotel Engineers, they

are also available 24 hours.

Hotel Industry Front desk:- Front desk is 1st impression on guest, if guest like this section then only he will go for other option like

restaurant, laundry, etc. Front desk consists of young and energetic

staff who is always (24 x 7) be there to help guest, they are also

responsible for Business Centre, Internet Access. He is also

responsible for making C-Form for Foreigner Clients, providing

safety lockers to the guest. Taking Reservation by Telephone, E-

Mails, and Fax from the guest. Also providing guest Money Exchange

Services.

Hotel Industry Housekeeping:- Housekeeping are available 24 X 7

for guest, making their bedroom, bathroom, etc. Providing guest

Laundry services also do day to day room cleaning for guests.

Hotel Industry Food & Beverage Service: - They include providing

guest the services whether in rooms, Restaurants or Banquets, or in

Conference rooms. Hotel Industry Travel Desk:- They are

responsible for arranging day to day travels for the guest. They alsodo the ticket confirmation work, and also provide the information for

sightseeing to the guests.

Gym/ Health Club/ Sports:- Medium and large hotels are providing

Gyms, Swimming Pool, Health Club, Beauty Parlour, Saloon, games

like Billiards, Pool, etc facilities to their guests. Most of the Hotels are

providing these facilities complimentary with the rooms.



Parking/ Shops:- Few Star hotels providing big parking space, shops

in the restaurant itself for the guest conveyance, so that they can get

the things in hotel itself.

Hotel Organisation Structure:-

A hotel organizational structure is a comprehensive plan by a hotel

owner to define departmental activities and responsibilities. This

structure brings order to every aspect of hotel operation from the front

desk and room service to the human resources department. Hotel

organizational structures are necessary to ensure maximum

profitability from each room, restaurant and bar on a daily basis. Your

hotel can run efficiently if it creates an organizational structure that iseasy to understand.

Objectives

1. A hotel's organizational structure is useless without an initial

listing of organizational objectives. These objectives address

internal and external affairs for the hotel so that the goals it sets

forth can be achieved by appropriate personnel. An internal

objective for a hotel may be weekly meetings between department

heads to communicate operational problems. External objectives

within a hotel organizational structure may include recruitment

goals for seasonal staff and variable pricing for weekdays and

weekends. You can work with a hotel consulting firm such as HVS

Hotel Management to establish short- and long-term objectives

from the start.

Span of Control

2. The term "span of control" is used to describe the chain of

authority in a hotel organizational structure. A hotel using a wide

span of control requires every department to report to the general

manager directly. Hotels using narrow spans of control delegate

management authority to assistant managers, department heads

and supervisors for day-to-day problems. A small hotel is likely to

use a wide span of control because the general manager may be onsite every day. National and international chains use narrow spans



of control to address hotel issues immediately as owners or general

managers are not able to cover each hotel.

Defining Department Responsibilities

3. Like most of the countries in world, India also has hotels divided

in different categories depending on their location, facilities,

infrastructure, and amenities provided. All the star hotels in India

are government approved with continuous control on the quality of

servicesoffered.

Five Star Deluxe Hotels The five departments that are listed in a

hotel organizational structure are Rooms, Food and Beverage,

Human Resources, Marketing and Accounting. The Rooms

department handles customer service including laundry,

housekeeping and reservations. F&B is responsible for running

room service, bar and restaurant operations. The Human Resources

department is asked to handle employee recruitment, training and

benefits, and Accounting oversees the hotel ledger. The Marketingdepartment is given the responsibility of selling ad space in hotels

and running promotions.

Organizational Flow Chart

4. The size of your hotel will determine the size and nature of your

organizational flow chart. A small hotel with a handful of

employees may feature a two-level chart with the owner at the top

and lines connecting to maintenance, reservations andhousekeeping. A chain hotel must insert additional layers of

management including an executive board and regional managers,

which expands the flow chart to at least four layers. An

organizational flow chart can be as general as a simple

departmental overview or focused on position-by-position

relationships throughout the hotel.



Transient Hotel: These are the hotel where guest stays for a

day or even less, they are usually five star hotels. The

occupancy rate is usually very high. These hotels are situated

near airport.

Residential hotels: These are the hotel where guest can stay for a

minimum period of one month and up to a year. The rent can be

paid on monthly or quarterly basis. They provide sitting room,

bed room Job Definition and Responsibilities

5. Your hotel should define each job title carefully after completing

its organizational flow chart. Each job should be listed

alphabetically within each department and include a brief

summary of job responsibilities. A comprehensive list of job

responsibilities for each position title should be included in an

organization structure. This list is used by human resource

managers for recruitment ads and employee evaluations within

your hotel. Your hotel's employees understand what they need to

get done each day if they have access to narrowly defined job

responsibilities.

Classification of Hotels: -

Classification is based on many criteria and classifying hotels into

different types is not an easy task. The hotel industry is so vast that

many hotels do not fit into single well defined category. Industry can

be classified in various ways, based on location, size of property etc.

The main hotel chains of India are: The Taj Group of Hotels, the

Oberoi Group and ITC Welcome group.

Some of the international chains are Hyatt, Marriott, and Le

Meridien etc. these properties have also come up in India now.



1. Based on location

City centre: Generally located in the heart of city within a short

distance from business centre, shopping arcade. Rates are

normally high due to their location advantages. They have hightraffic on weekdays and the occupancy is generally high.

Example: Taj Mahal, Mumbai

Motels: They are located primarily on highways, they provide

lodging to highway travellers and also provide ample parking

space. The length of stay is usually overnight.

Suburban hotels: They are located in suburban areas, itgenerally have high traffic on weekend. It is ideal for budget

travellers. In this type of hotel rates are moderately low.

Airport hotels: These hotels are set up near by the airport. They

have transit guest who stay over between flights.

Resort hotels: They are also termed as health resort or beach

hill resort and so depending on their position and location. They

cater a person who wants to relax, enjoy themselves at hill

station. Most resort work to full capacity during peak season.

Sales and revenue fluctuate from season to season.

Floating hotels: As name implies these hotels are established on

luxury liners or ship. It is located on river, sea or big lakes. In

cruise ships, rooms are generally small and all furniture is fixed

down. It has long stay guest.

Boatels: A house boat hotels is referred as boatels. The shikarasof Kashmir and kettuvallam of kerala are houseboats in India

which offers luxurious accommodation to travellers.

Retells: These novel variants are hotel on wheel. Our very own

"palace on wheels" and "Deccan Odessey" are trains providing a

luxurious hotel atmosphere. Their interior is done like hotel

room. They are normally used by small group of travellers.



2. Based on Size of Property

The main yardstick for the categorization of hotel is by size the

number of rooms

available in the hotel.

Small hotel: hotel with 100 rooms and less may be termed as

small hotels.

Medium sized hotel: hotel which has 100-300 rooms is known

as medium sized hotel.

Large hotels: hotel which have more than 300 rooms are termed

as

4. Based on the Length of Stay

Hotel can be classified into transient, residential and semi

residential large hotels.

Mega hotels: are those hotels with more than 1000 rooms.

Chain hotels: these are the group that have hotels in manynumber of location in India and international venues.

3. Based on the Level of Service

Hotels may be classified into economy, and luxury hotels on the basis

of the level of service they offer.

Economy/ Budget hotels: These hotels meet the basic need of

the guest by providing comfortable and clean room for a

comfortable stay.

Mid market hotels: It is suite hotel that offers small living

room with appropriate furniture and small bed room with king

sized bed.



Luxury hotels: These offer world class service providing

restaurant and lounges, concierge service, meeting rooms,

dinning facilities.

ason. The atmosphere is more relaxed. These are spread out invast areas so many resorts have solar powered carts for the

transport of guest.

Suite hotels: These hotel offer rooms that may include compact

kitchenette. They cater to people who are relocating act as like

lawyers, executives who are away from home for a long

business stay.

Casino hotels: Hotel with predominantly gambling facilities

comes under this category, they have guest room and food and

operation too. These hotels tend to cater leisure and vacation

travelers. Gambling activities at some casino hotels operate 24

hours a day and 3Bath linen is provided to the guest and is

replaced accordingly. These guest rooms contains furnishing,

artwork etc. prime market for these hotels are celebrities,

business executives and high and kitchenette.

Semi residential hotels: These hotels incorporate features of

both transient and residential hotel.

5. Based on Theme

Depending on theme hotel may be classified into Heritage,

Boutique

hotels and Spas. Heritage hotel: In this hotel a guest is graciously welcomed,

offered room that have their own history, serve traditional

cuisine and are entertained by folk artist. These hotels put their

best efforts to give the glimpse of their region. Example: Jai

Mahal palace in Jaipur.

Ecotels : these are environment friendly hotels these hotel use

eco friendly items in the room. Example: Orchid Mumbai is

Asia first and most popular five star ecotel.



Boutique hotels: This hotel provides exceptional

accommodation, furniture in a themed and stylish manner and

caters to corporate travellers. Example: In India the park

Bangalore is a boutique hotel.

Spas: is a resort which provide therapeutic bath and massage

along with other features of luxury hotels in India Ananda spa in

Himalaya are the most popular Spa.

6. Based on Target Market

Commercial hotel: They are situated in the heart of the city in

busy commercial areas so as to get good and high business.They cater mostly businessmen.

Convention hotels: These hotels have large convention

complex and cater to people attending a convention, conference

Example: Le meridian, Cochin, is a hotel with largest

convention centre in south India.

Resort hotels: These leisure hotels are mainly for vacationers

who want to relax and enjoy with their family. The occupancy

varies as per se65 days a year. Example: Las Vegas in United

State is Famous for Casino hotels.

Departments of Hotels:-

Front Office: It is the most important department of the hotel. The

main function of this department is to give warm welcome to t guest .

It helps to create good image in front of the guest. This is the first

department where guest comes in contact with. It generates the

maximum revenue for the hotel as it sells room to the guests. Thisalso includes sub departments like reservation, Bell desk, and



Information desk. It also provides some facilities like concierge

service to the guest.

Food and Beverage Service: It is a department which serves food

and beverage to the guest in a very attractive and pleasing manner,

which creates good impression on the guest. there are several kind of

food and beverage outlet like restaurants, Bars, Coffee shops, take

away banquets etc. It is second most revenue producing department

of the hotel by selling different types of food and beverage to the

guest.

Housekeeping: This department is responsible for cleaning andmaintaining hotel premises which include public area, guest rooms,

lobby, swimming pool area etc. generally this department is not

visible to the guest. It works for guest satisfaction through keeping the

environment clean and hygiene. Horticulture is one of the most

important features of housekeeping department which deals with

different types of flower arrangement and maintaining the garden.

This department works to give pleasant look of the hotel to the guest.

Food Production: It is a department with deals with the preparation

of different types of food items. It is not a visible department to the

guest because it usually works in the back area. It makes the food

more delicious and attractive by different styles of cooking method.

Different cuisine has their own kitchen and specialized chef to work on it according to their skills. Bakery departments comes under this

which include preparation of desserts, breads etc.

Hotel Categories-Star Rating:-

Like most of the countries in world, India also has hotels divided in



different categories depending on their location, facilities,

infrastructure, and amenities provided. All the star hotels in India are

government approved with continuous control on the quality of

services offered.

Five Star Deluxe Hotels

The most luxurious and conveniently located hotels in India are

grouped under Five Star Deluxe Hotel Category. Five Star Deluxe

hotels in India are globally competitive in the quality of service

provided, facilities offered, and accommodation options. These hotels

are located primarily in metropolitan cities like New Delhi and

Mumbai and major tourist destinations like Jaipur, Agra, and Goa.

Five Star Hotels

These are top of the line hotels located mostly in the big cities. These

hotels provide all the modern facilities for accommodation and

recreation matching international standards in hospitality. Many of

these hotels are situated in the Central Business Districts of the

metropolitan cities or near the centers of transportation providingexceptional value for the business travelers.

Four Star Hotels

A rung below five star hotels, these hotels provide all the modern

amenities to the travellers with a limited budget. Quality of the

services is almost as high as the five stars and above categories. Thesekind of hotels are there for the travellers with a limited budget or for



the places which might not getting the tourist traffic associated with

larger cities.

Three Star Hotels

These are mainly economy class hotels located in the bigger and

smaller cities and catering to the needs of budget travellers. Lesser in

amenities and facilities, these hotels are value for money and gives

good accommodation and related services on the reduced price.

Services would be the stripped down version of higher categories of

hotels but sufficient to fulfill your basic needs.

Two Star Hotels

These hotels are most available in the small cities and in particular

areas of larger cities. Catering to the backpacker tourist traffic, these

hotels provide all the basic facilities needed for general

accommodation and offers lowest prices.

One Star Hotels

The hotels with most basic facilities, small number of rooms, and

location in the far flung areas are grouped under One Star Hotel

category. These hotels are best when you are looking for cheapest

available accommodation option (apart from camps and hostels).

Heritage Hotels

Heritage hotels in India are best if you are looking for sheer elegance,

luxury, and royal treatment. They are not just another accommodation

options but tourist attractions in themselves. Exquisitely designed and

decorated, meticulously preserved, high standards of service, and



ethnic cultural motifs helps the tourists get the complete experience of

an India that otherwise exists only in the history books.

Beach Resorts Hotels

Peninsular India bounded by Arabian Sea, Bay of Bengal, Indian

Ocean and the two emerald archipelagos of Lakshwadeep and

Andaman and Nicobar have a long coastline of around 7500 km,

offering an amazing array of beaches, some popular, some not so well

known.

Wildlife Resorts Hotels

A wildlife tour is incomplete if you don't actually live in a forest for a

few days. Imagine living in a rest house or a tent the midst of the

dense wilderness, and waking up to the twittering of birds, or maybe

the roar of a lion! Day trips alone are certainly not enough to show

you the true majesty of the wild, so why not try this too?

Government Approved Hotels

these are the hotels, which might not have applied for star

categorization or small enough to find them in the list. Many of the

wildlife resorts, lodges, and hostels are government approved

providing a minimum level of accommodation facilities at far off

places.

Rating system in India



Hotel ratings should be regarded only as general guidelines

designed to assist you in making your lodging decisions, and its

affiliates do not guarantee the accuracy of the ratings.

Five Star/Grand Heritage Hotels/Deluxe Resort (Deluxe)

These are hotels that offer only the highest level of accommodations

and services. The properties offer a high degree of personal service.

Although most five star hotels are large properties, sometimes the

small independent (non-chain) property offers an elegant intimacythat can not be achieved in the larger setting. The hotel locations can

vary from the very exclusive locations of a suburban area, to the heart

of downtown. The hotel lobbies are sumptuous, the rooms complete

with stylish furnishing and quality linens. The amenities often

include: VCR's, CD stereos, garden tubs or Jacuzzis, in-room video

library, heated pools and more. The hotels feature up to three

restaurants all with exquisite menus. Room service is usually

available 24 hours a day. Fitness Centers and valet and/or garageparking are typically available. A concierge is also available to assist

you.

Typical National Chains: TajHotels, Oberoi Hotels

Four Star Hotels (Superior)

Mostly large, formal hotels with smart reception areas, front desk service and bellhop service. The hotels are most often located near

other hotels of the same calibre and are usually found near shopping,

dining and other major attractions. The level of service is well above

average and the rooms are well lit and well furnished. Restaurant

dining is usually available and may include more than one choice.

Some properties will offer continental breakfast and/or happy hour

delicacies. Room service is usually available during most hours. Valet

parking and/or garage service is also usually available. Conciergeservices, fitness centres and one or more pools are often provided.



Typical National Chains: Hyatt, Marriott.

Three Stars/Heritage Hotels/Resort (First Class) Typically these hotels offer more spacious accommodations that

include well appointed rooms and decorated lobbies. Bellhop service

is usually not available. They are often located near major

expressways or business areas, convenient to shopping and moderate

to high priced attractions. The hotels usually feature medium-sized

restaurants that typically offer service breakfast through dinner. Room

service availability may vary. Valet parking, fitness centres and pools

are often provided.

Typical National Chain: Trident-Hilton

Two Stars (Moderate)

usually denotes independent and name brand hotel chains with a

reputation for offering consistent quality amenities. The hotel is

usually small to medium-sized and conveniently located tomoderately priced attractions. The facilities typically include

telephones and TV's in the bedroom. Some hotels offer limited

restaurant service; however, room service and bellhop service is

usually not provided.

Typical National Chain: Days Inn

Budget Hotels/Motel (Economy) It's usually located near affordable attractions, major intersections and

convenient to public transportation. Furnishings and facilities are

clean but basic. Most will not have a restaurant on site but are usually

within walking distance to some good low-priced dining. Public

access, past certain hours, may be restricted

Types of Hotel Rooms



Here is a quick run-down on common room categories in the United

States, the Caribbean, Canada and Mexico:

STANDARD (STD): This category usually means the most basic

room type offered by the hotel. It has basic, standard amenities andfurnishings. A standard room in a Four Seasons hotel is without

question much more deluxe than a standard in, say, a Holiday Inn, but

there may be higher categories from which to choose. Standard rooms

in hotels with higher categories often have no view or have a poor

view over the dumpster or parking lot.

MODERATE (mod): Usually a slight bit better than standard, but

still not deluxe. It may refer to the room view as well as the size andtype of furnishings offered.

SUPERIOR (sup):This category is always subject to interpretation.

It's supposed to mean superior to a standard room in both size and

furnishings, but it often refers to just the view. Some hotels have only

Superior rooms; the categories then are defined by the view and

location of the room.

DELUXE (dlx): These rooms are supposed to be Deluxe in everyway: View, location, furnishings and size. In some Caribbean hotels,

however, a deluxe room is a lower category than a Superior, so it's

wise to question your choice before final booking.

RUN OF HOUSE (roh): This can mean anything the hotel wants it

to mean, but typically the interpretation should be "standard room or

better at time of check in; any location within the hotel." With the

exception of upgrades to suites or junior suites, this category oftendoes not distinguish between Standard, Superior or Deluxe. It does

NOT mean, however, best room available at time of check-in.

JUNIOR SUITE (jrste): A "junior" suite is typically a larger room

with a separate seating area. Sometimes it's got a small divider

between the part of the room that the bed is in and the seating area,

but it is not two separate rooms.



SUITE (ste):A Suite is usually two or more rooms clearly defined; a

bedroom and a living or sitting room, with a door that closes between

them. Many hotels use the word "suite" to define any room with a

sofa in it so be sure to check thoroughly if what you really want are

the two or more separate rooms.

STUDIO (stu): This is usually configured like a Junior Suite, but has

the added advantage of a "kitchenette," or cooking facilities.

Next comes bedding categories. These are usually easier to figure out:

KING (K): A king-sized bed, in U.S. measurements, that would be

72 inches wide by 72 inches long.

CALIFORNIA KING (CK): a king-sized bed that's longer than it is

wide: 72 inches wide by 78 inches long.

QUEEN (Q) A bed in U.S. measurements that is 60 inches wide and

72 inches long.

DOUBLE (D) A bed in U.S. measurements that is 54 inches wide and

72 inches long.

TWIN (T) A twin is supposed to be 36 inches wide and 72 inches

long, but it can also describe a bed that is as narrow as 32 inches

wide. It is also sometimes called a "single."

And now the description of room views:

PARTIAL OCEAN VIEW : we scrimped and saved for that Hawaii

vacation and finally can afford a decent hotel with a Partial Ocean

View room category. Does this mean that your view is blocked bysome trees? Usually not: In its most cynical definition it means that if

you step out on your balcony, lean over at a 45-degree angle, crane

your neck until your bones crack, you might get a glimpse of the sea

between two other buildings. Or, it might mean that your room is on

the side of a building and you can actually see a bit of the ocean from

inside your room, but your window does not face the ocean and you

don't see a lot of it.



OCEAN VIEW (ov): This could mean one of two things: Your room

is on the side of a building and you have a full view down the beach

and can see the ocean but you don't FACE the ocean, or that you are

in a hotel several blocks away and on a high enough floor that you

can see the ocean from your room. In the second scenario you may

well be facing the water, but from a distance. In a beachfront hotel, or

even one across the street from the beach, this category does not mean

facing the ocean.

OCEAN FRONT (of): Here is the category that gives you a full-on

ocean view. It means that the windows in your room face the ocean.

Depending on the type of hotel you are in, it could mean that you are

on a higher floor and have a more sweeping view.

BEACH FRONT (bf): Hotels that have access directly onto a beach

often have this category available to guests; in its strictest

interpretation, you should be able to walk out of your room and onto

the sand. Some hotels use this category, though, for their lower ocean

front rooms even if you have to go down an interior corridor and take

an elevator to get outside. If what you want is to just be able to walk

out, check carefully before you book.

CITY VIEW (ctv, cvw, or cty): It could mean on a higher floor with

a broad view over the city, OR... it could mean a city view instead of

a more desirable ocean view or Mountain View etc.

MOUNTAIN VIEW (mvw, mtv): Looking out at the mountains.

This is great if you're skiing; in the Caribbean it usually means "You

aren't looking at the sea."

WATER VIEW (wvw, wtv): Your room looks at or has a view of a

featured body of water in your destination. Sometimes this is replaced

with specifics: Lake View, for example, or Lagoon View or River

View.

ISLAND VIEW (isv, ivw, isl): A euphemism -used in both Hawaii

and the Caribbean- for no ocean view at all. It means your room faces

the opposite side of the hotel from the ocean.



POOL VIEW (plv, pvw,): Self explanatory.

GARDEN VIEW (gdn, gdv): Usually means lower floors, facing

landscaping, no view except of the shrub that blocks your window.

Let's face it: No hotel is going to have a "Dumpster View" room

category, and some rooms that are called "Deluxe" by a hotel simply

aren't. So if these issues are important to you, check them out

carefully, even going so far as calling the hotel to clarify.

Of course there are other room designations as well: Handicap

Accessible, Smoking, Non-Smoking, Concierge (or Tower) Level,

Club Level, Balcony etc. but those are pretty self-explanatory.

Front Office & its Co-ordination with Other Departments

Front office is a business term that refers to a company's departments

that come in contact with clients, including the marketing, sales, and

service departments. The front office welcomes guests to the

accommodation section: meeting and greeting them, taking and

organizing reservations, allocating check in and out of rooms,

organizing porter service, issuing keys and other securityarrangements, passing on messages to customers and settling the

accounts.

In American professional sports, the term refers to upper management

of a club, especially player personal decision-makers.



FRONT OFFICE DEPARTMENT

Introduction:-

The front office as a hotel is an operating Unit and is the most suitable

department as the hotel and fundamental reasons for hotel existence.

It is responsible for the star hotel rooms through systematic methods

as reservation surround by requisition and allotting rooms to the

guests. It holds good prime atmosphere is view of the basic nature as

a hotel that is to sell rooms and revenue collected from the sale of

rooms contributes more than 50% of total hotel sales. If has

complements role as image of the hotel. It is the first and the last point

contact as every guest. The staff at front should have pleasing

personalities to eater to the guest information service.

The front desk after form as the guest request consisting or requesting

issue. Foreign guest use the front desk to exchange currency. Find a

translate as request other special assignment is addition it may also be

a base operation during an energy such as fire or guest injury.

* Basic activities as Front Office

a) To sell room, register guest assign roomb) To maintain a minute invertors as room

c) To keep the accounting records as guests and front office

transaction

d) To provide mail key, the telephone information and protective

service to The guest.

e) To integrate promote and co-operative with other departments to

maintain The standard as the hotel. So that the total activities

contributes to the Ultimate satisfaction as the guest.f) Provide information to the guest

g) Maintain guest accounts as maintain credit limits.

The front office is divided into following section the Bristol hotel:

1) Preservation: - This section is never centre as the department

where all request for reservation are received and processed.

2) Reception: - This section as responsible for receiving the guest. It

is also responsible for the registration as guest at the time as this



arrival. Mostly status Insist that guest should registered hosiery. This

is the rule to protest both the hotel and the guest.

3) Cabby: - This section is located immediately upon the entry into

the hotel and it is the important because it is the first and the last

essence contact of a guest with the Hotel. It is here that the guest is

received and tubes to the reception to be registered. Handling as guest

language and the guest problems along in the section.

4) Information:-a) Maintain guest alphabetical index book

b) Receive message for the guest

c) Handle guest packages and encasements

d) Handle parity

e) Provide information to the guest.

5) Front Office Cashier: - This section is responsible for posting as

guest charges

And guest folio (Bills) accurately and time so as the properly settle

guest A/C and Received payments before departure Expresses should

include room food and Beverage and other sources. These charges

and recorded up to the last time as the Cashier desk. This section is

responsible for exchanging foreign currency.

6) Night Auditor: - The responsible as this section is to complete and

order swell revenue transaction and reconcile the revenue statement of

all outlets with the F.Oaccounting machine with a view to prepare a

duty reporting the duty business.

7) Bell Desk: - It is responsible for baggage handle t the time of guest

departure or arrived or during to stay. They are also responsible forhandling guest mail message newspaper etc. They also do

miscellaneous job like recounting getting medicines or theatre tickets

for guest etc.

8) Telephones:- This section handles all is country and put going

local calls, trunk call for both guest and hotel management.



9) Travel Desk:- This section arranges for a airport transport as the

guest. The hire scars, coaches organize towards precede air or rail

tickets, confirm tickets etc.

Co-Ordination with Other Departments:-

1) Form: Receiving as arrivals departure

- receiving names of VIPs

- For working telephones bills to the FOM cashier

2) House Keeping:- the guest room telephones are checked by the

departments. Guest complaints are rotates through the telephoneexchange

3) Food and Beverage: - Persons wanted to reserve table in the

restaurant do so through the telephone, department. Details about

various sections being hold into the hotel in surround to telephone

departments by funds departments should also know timing of various

outlets and also reference.

4) Accounts Departments: - the bills include for guest calls are

founded to F.O which are later send to the accounts departments. The

accounts and telephone department works include coordination to

simulate the monthly or quarterly bills sent by departments, and check

these bills for correction. All personal trunk calls made by the staff for

which bills are made by telephone operator are handled by the

accounts department also handles telephone exchange budget.

House Keeping Department

House Keeping department is responsible for cleaning and

maintaining hotel premises which include public area, guest rooms,

lobby, swimming pool area etc. generally this department is not

visible to the guest. It works for guest satisfaction through keeping the

environment clean and hygiene. Horticulture is one of the most

important features of housekeeping department which deals with



different types of flower arrangement and maintaining the garden.

This department works to give pleasant look of the hotel to the guest.

Date post:	05-Apr-2018
Category:	Documents
Upload:	sushil-jaiswal
View:	213 times
Download:	0 times

Hospitality Management 101105201954 Phpapp02

Documents