Published on

A book that covers the basics of the core areas of the hotels & hospitality.

Published in: Education
  • GREAT Work sir...would love to have the presentation for my staff, I would be greatfull if i could get a copy on my mail
    Are you sure you want to  Yes  No
    Your message goes here
  • Great work sir. I like this one. can you pls send me a copy of this?need it for my staffs thanks.
    Are you sure you want to  Yes  No
    Your message goes here
  • I am uploading a PPT presentation made on Complaint Handling, there's a video too hyper linked with the slide, I am not sure if that can be seen
    Are you sure you want to  Yes  No
    Your message goes here
  • Hello Sir Your Modules will be a huge help in developing my staff' s performance can you pls send me a copy of your power point presentation in the proper sequence of service in a fine dining dining restaurant and also how to handle complains,hospitality terminology,HACCP also and if there is any training modules that you can possibly send on power point presentation it will be highly appreciated my email is THANK YOU ONCE AGAIN KEEP IT UP SIR!
    Are you sure you want to  Yes  No
    Your message goes here
  • Please mail me your request @ I shall comply ASAP. _ Regards
    Are you sure you want to  Yes  No
    Your message goes here
No Downloads
Total views
On SlideShare
From Embeds
Number of Embeds
Embeds 0
No embeds

No notes for slide


  1. 1. i
  2. 2. IndexLesson Topic PageNo.001 Hospitality & the Hotel industry 1002 Classification of Hotels 16003 The Departments of a Hotel and their Objectives 24003A The Hotel Organisation Chart 27004 The Hotel Front Office Organisation 28004A The Organisation Chart of Front Office 32005 The Front Office and its Intra & Interdepartmental Relationship 33006 The Types of Rooms 38007 Some Important Abbreviations & Definitions I & II 41007A Front Office -Reservation Section 44008 Front Office – Registration 52009 Front Office – Information 60009A Front Office- Shift-wise Duties of a Receptionist 63010 Front Office - Room Report & Room Statistics 64011 Front Office – The Bell Desk & Concierge 66012 Front Office- The Cashier & The Night Audit 70013 F&B Service – Outlets 77014 F&B Service – Organisation & its Hierarchy 89015 F&B Service – Interdepartmental Relationship 93016 F&B Service – Ancillary Sections +7 96017 F&B Service – A Typical Restaurant Floor Plan 99018 F&B Service – Service Equipment 100019 F&B Service - The Menu & its Courses 112020 F&B Service – The Setting of a Dinning Hall 120021 F&B Service – Breakfast & Afternoon Tea 126022 F&B Service – The Service of Food – The Rules- The Styles & The 131 Sequence023 F&B Service – The Restaurant Control System 138024 F&B Service – Beverages & Its Classification 142024A F&B Service – Various Types of Coffee Preparation 154025 F&B Service – Service of Beverages 160026 Housekeeping - Organisation & Operation 165026A Housekeeping – The Organisation Chart 177027 Food Production – Organisation 178027A Food Production – The Organisation Chart 184028A Food Production – The Methods of Food Preparation & Cooking 185028B Food Production – The Basic Cookery- Stocks, Soups, Sauces & Gravies 188029 Food Production – A Brief Knowledge on Food Materials 195029A Food Production – A Brief Knowledge on Production Equipments 206030 The French Menu Terms 211
  3. 3. 001 -HOSPITALITY & THE HOTEL INDUSTRYHospitality- The word “hospitality” has a varied application. It can be appliedIntroduction with the persons whom we visit day to day, their utmost concern to&Definition please you upon your visit or just taking care of your needs when you are away from home. So hospitality becomes applicable only when one is out of his home, in an unknown scenario, where he is taken care of and made to feel comfortable. It also means actions by which one can achieve satisfaction of others or by performance of various acts by which a visitor would remember the performer and cherish his company upon his returning back home. It also means ways by which one goes an extra mile to do something to make the visitor feel a home away from home, a feel good factor that works on him, totaling to the warmth, affection and total concern of the host. In other words it is the attitude of the people serving, i.e., the host how he makes his guest’s/guests’ visit memorable and a pleasant experience. Therefore, hospitality is ways or actions adopted by the host by which a visitor is being made to feel comfortable and at home.The Importance of One may often ask why we should practice hospitality. Now in thisHospitality. world where we continually render our services, one is the giver whom we can term as the “seller” and the other is the receiver or in other words the “customer”. It is also true that you may offer services as a seller and it is up to the choice of the customer to accept it or not. Now, hospitality can be extended at one’s home with equal importance is in business. The services a business sector would provide are more or the less same, but the way a customer is looked after can be different. And this makes hospitality so important. Here, it is also important to remember that a customers needs are ever changing and keeping in pace with their needs a well motivated hospitality industry would always modify according to the needs of its customers. Since, the customers keep one business going and the customers are always comparing the services they receive with what they pay for it and the add-on what they get from the establishment – the feel good factor, therefore it is important.Application of Hospitality is an industry by itself being and its principal can beHospitality applied in many industries. The principal participators being the Hotel and Tourism and the other areas where hospitality can be applied are listed below. a) Hotel Sector. b) Travel Sector- Tourism, Transportation, Travel gents & Tour Operators. c) BPO Sector. d) Retail Outlet Sector. e) Banking Sector.The ABC Of Hospitality 1
  4. 4. 001 -HOSPITALITY & THE HOTEL INDUSTRY f) Nursing & Hospital Sector. g) Customer Care Services. h) Event Management Industry. i) Recreation, Entertainment & Festivals. j) Corporate Houses. k) Manufacturing Industries. l) F& B Service & Food Production. m) Small business Entrepreneurs.The Rules for Hospitality refers to pleasing of guests. To please a guest there areCustomer/ Guest two rules.Satisfaction ● Rule 1:- The guest is always right. ● Rule 2:- Even, according to you, if he is wrong, apply Rule No: – 1.The Hotel Industry- The hotel is defined as a place where one can be offered with food,Definition & drinks and shelter in exchange of money, provided he is in theHistory position to pay and is in a fit condition to be received. The need for a hotel arose, perhaps, with the urge to travel and with the latter getting the impetus from the invention of wheels the necessity of a home away from home increased. The early travelers were the warriors, the traders or the people in search of knowledge. In those times there were no hotels and people traveled on palanquins, horses, elephants and donkeys. The warriors pitched their tents for accommodation and had their own garrison to feed them. The traders often traded their merchandise for lodging or were sometimes respected by the nobilities and the scholars often gained patronization from the kings and nobilities. People formed groups, acquired lands, formed villages and cities and kingdoms. Rulers came up to rule upon them. Wheels were invented and roads started getting constructed initially for the movement of the army. Chariots, animal driven carts came into being and along with it travel started among the civilians as well namely among the traders, pilgrims and the scholars. Necessity arose to give shelter to these travelers and inns were constructed. The early hotels, the inns, as they were called dates back to the 6th century BC. It was a family enterprise and was very much different to the hotels as we see today. There was no privacy. People had to carry their own beddings and make their own bed. The food was just wholesome and healthy. Entertainment was provided by the inn keeper’s wife and daughter. There were stables to keepThe ABC Of Hospitality 2
  5. 5. 001 -HOSPITALITY & THE HOTEL INDUSTRY their carts and feed the animals. In Europe, during 7th and the 8th Century BC, the monasteries provided shelter and food to the travelers. But incidentally, these monasteries had a very little capacity to give shelter to a huge fleet of travelers which later started coming up in groups in order to protect themselves from highwaymen and eventually a need for larger accommodation arose. In 13th Century the Manor houses of the nobilities provided food and shelter free of cost. But in time, the free services offered by these manor houses were crippled by taxes and many had to reform their establishments as inns. In this way the need of hotel keeping came up and the lead was taken up Switzerland. It was in this part of Europe the birth or organized hotels came up in form of Chalets (small wooden house) and small hotels that provided a lot of services. In England there were public houses that came to be called as Inns – for the nobilities and the taverns for the commoners. In France too there came up a classification of superior hotels – the Hosteller for the rich people and the Cabarets for the commons. In Americas the lodging houses were called Inns and Coffee Houses. The industrial revolution gave way to the discovery of steam engine, which in turn gave way to a wide network connection by rail. Industrial revolution over threw feudalism and the economy started getting shared among the middle class section of the society. Traveling and boarding became easier and at the same time affordable to a wider cross section of the community. Consequently, the hotel industry boomed in the 18th Century with the opening of the City Hotel in 1794 in New York. This hotel was built by an American E M Statler and this was the first where the entire building was constructed for the hotel purpose. Throughout the 1800 the American innkeepers improved their services and continued to build larger and amply equipped properties and such properties were mostly located near sea towns. The next stage of the cycle of the evolution of the hotel industry was coming up of the motorcars which in turn necessitated in constructing a wide network of roadways. It enabled to visit those parts of the country which could not be traveled by railways. This gave birth to inland resorts. Along with this new concept there arose another necessity to stopover en-route arose. Especially to re-fresh oneself and service and refuel their cars. This gave way, especially among the Americans to construct such transit hotels which came toThe ABC Of Hospitality 3
  6. 6. 001 -HOSPITALITY & THE HOTEL INDUSTRY be called as motor hotels. International air travel came into existence. This helped to create modern stop over hotels, business hotels, need based hotels, airport hotels, designed to suit every need of the customers and more specifically international chain operations throughout the country and the world ensuring easy access to the homes away from homes.Development & In the early periods in India, hospitality was not organized but wasGrowth of Hotels in provided either by an individual or village bases. But nevertheless,India the guests were held in high esteem and they were regarded as “Athiti deva Bhava” a guest is like God. People who generally traveled, were on government missions who had their own set ups. The other groups comprised of the pilgrims, businessmen and the scholars and students. The students usually became disciples of educational instructors who were called “Gurus,” and it was in their homes the students stayed and learned the necessary texts during the years of their tutelage. The accommodation and the food were taken care of by the guru and many times the students were taught to cook their own meals. The businessmen and traders often traveled together and lodged at mansions and havelis of the noblemen. The pilgrims had to board the dharmsalas and were looked after their own religious people called the pandas at the place of the pilgrimage. It was later discovered that in the Buddhist universities and monasteries in Taxila and Nalanda provided accommodation to students and scholars. In India too the development of the hotel industry was closely linked with travel. Inns, which were called “serais”, were set up at strategic places which served as a stopover. Such evidence is still being borne by the name of a place a “Mughalserai” which was about just half the distance from Delhi the capital and Murshidabad, the seat of the Bengal’s nawabs. Even the Grand Trunk Road had innumerable inns to meet the demands of the passersby. It was with the coming of the British the hospitality industry took on a large scale shape. Many of the serais changed its décor and type of food according to the liking of the British. In 1840 a Parsi gentleman – Pallanjee Pestonjee opened a hotel in Bombay which was as good as that maintained by any British and it was famous for its food and beer. Later more hotels like Auckland Hotel, Great Eastern hotel came into being. The Taj Group was founded in 1903 by JRD Tata with its maiden Hotel constructed at the Gateway of India – Mumbai. Mr. M S Oberoi started his career as an hotelier by buying the Ceceil Hotel, Shimla in 1934. A brief history of the hotel industry both internationally and in India are discussedThe ABC Of Hospitality 4
  7. 7. 001 -HOSPITALITY & THE HOTEL INDUSTRY chronologically in the following pages.YEAR EVENT1846 Central Heating1859 Elevator1881 Electric Lights (2 years after patent)1907 In-room Telephones (31 years after invention)1910 Formation of American Hotel Association (later *AHMA) was formed, now**AHLA1927 Radio in rooms (21 years after invention)1940 Air cooling mostly in public area1950 Electric elevator1958 Free television1964 Holiday Inn reservation system with centralized computer1965 Message light on telephone1965 Initial Front office systems followed by room status1970 Color T.V. (invented in 1954)1970 (Early) E.C.R. (Electronic Cash Register)1970 (Mid) POS (Point of Sales) system and key less locks1973 Free In-room movies (Sheraton)1983 In room personal computers *AHMA: - American Hotel & Motel Association** AHLA: - American Hotel & Lodging Association________________________________________________________________________YEAR EVENT1650 Pascal opened a café in Paris and Coffee House in London1794 City Hotel (73 rooms) at 115 Broadway, New York. First building specially made for a hotel by E.M. Statler.1829 Tremont House. Adam & Eve of modern hotel industry was opened at Boston (170 rooms)1889 Cesar Ritz introduced luxury hotels such as Savoy, Carlton and Hyde Park hotels in London1890-1899 Frederick Gordon and Sir Blundell Maple launched Gordon Hotels and Fredrick Hotels Ltd.Late 19th Century Famous Waldorf Astoria, New York18. 01.1908 Buffalo Sattler by Ellsworth Statler in U.S. considered being the forerunner of the commercial hotels.1927 Stevens Hotel in Chicago, later renamed as Hilton Hotel (3000 rooms)The ABC Of Hospitality 5
  8. 8. 001 -HOSPITALITY & THE HOTEL INDUSTRY1950 2 new concepts emerged: (a) Motels (b) International Chain operations.Hotel Rossia or Rossiya Moscow (Remained largest hotel of the world for quite sometime)West Inn Stanford Singapore (Remained tallest hotel building of the world for quite sometime)1930- Depression in World Decline in Hotel IndustryEconomyWorld War period Many trained staff joined the army, lowering the standards of service, but the business thrived, increasing the room occupancy percentage due to mass movement to approximately 90%.1950s Upsurge in hotels. New concepts developed such as motels, boatels, floatels, rotels, and loatels. Kemmons Wilson formed ‘Holiday Inn’ and the first Holiday Inn was made in 1952.1960s Development of Atrium Hotels by Hyatt. Individual hotels merged themselves with hotels chains like Sheraton, Hyatt, Holiday Inns, Ramada Inns, etc. Later part of the 60s offered Budget Hotels & Motels.1970s The hotel industry took once again the frenzy of hotel construction. Hilton, Sheraton, and Western Corp, opened convention oriented hotels. Airport Hotel locations also appeared and the Marriotts started locating their properties outside the central city area. Aided by financers money became available and so also the franchisees. But on the other these franchisees were often undercapitalized and lacked in experience whish resulted in poorly located properties. Certain other problems also cropped up- Energy crisis causing in curtailment of travel, Inflation causing construction cost and interest rates going high, Recession controlled business trips, conferences and conventions, Due to above situations, the properties running in marginal profits could not pat their mortgage amount and the leaders became the owners who hired experienced hoteliers and outsourced their management to professional companies to manage the operational responsibilities.Current Scenario Since then a lot of changes in the technological and management approach have taken place and today’s hotel industry is progressing day by day. International business is rapidly developing and with the development of air travel, a lot of business executives are traveling out. Modern hotels are rendering facilities according to the needs and wants of the tourists and the business class. Some international hotel chains of repute that rendering a world class service are - Accor. American International Hotel & Travel Lodge, CEDOK, Club Meridian, Friendship Inn, Golden Tulip, Hilton, Holiday Inn, Howard Johnson, Hyatt, Imperial, Inter Continental, Marriott, Meridian, Motel 6, Park Royal, Quality Inns, Ramada Inn, Red Carpet Inn, Red Roof Inns, Sheraton, Sofitel, SRS Hotels, Super 8 Motels, Topeka Inns, Trust House Fort, United Inn, Utell International, Western International Hotel, Wolfe International, etc._______________________________________________________________________The ABC Of Hospitality 6
  9. 9. 001 -HOSPITALITY & THE HOTEL INDUSTRYYEAR/PERIOD EVENTEarly Period Was not organized- provided either by individual or village bases Later Buddhist Monasteries provided board & lodging to travelers.Chandra Gupta Maurya Establishment of Inns and guest housesMuslim Period Establishment of Musafir Khanas & Serais *With the coming of the Serais started developing into inns & western style hotels in cities likeBritishers Calcutta & Bombay.Early Period of the British Raj Establishment of:- Excellent & famous inns- Portuguese Georges, Parsee Georges, Paddy Georges, Famous hotels – Albion Hotel, Victory Hotel, Hope Hal(tariff @ Rs6/- per day for room & meals) From the records it is being noted that In 1778 a traveler named Philip Stanhope stayed in a luxurious & excellent tavern in Bombay Prince David who visited India stayed at a luxurious hotel- Mac Farlanes Hotel In 1800 a dinner was held to commemorate the capture of Shrirangapatnam was served at MacLean’s Hotel. This same hotel remained a resort for many years for Sans Souci Club which entertained Duke of Wellington, Lord Nelson and Sir Arthur Wellesley. 1810 – Din Muhammad set sail to London to open the first Indian Restaurant-Hindustani Coffee House1840 Pallanjee Pestonjee started the first luxurious hotel in Bombay.1843 Establishment of Auckland Hotel in Calcutta later came to be known as Great Eastern Hotel in 1858. It was later renovated for a sum of 10 lacs.1871 Building of Esplanade hotel in Calcutta by a British named John Wakson.End of 19th century Coming up of guest houses- Dak-Bungalows for official touring purposes which later replaced by modified Circuit House.1903 Construction of Taj Mahal Hotel in Bombay by J. R. D. Tata, under the flagship of Indian Hotel Company. A first hotel operation that took up as a chain built by an Indian for the Indians.1912 Spencers’ started hotel business in Calcutta. They were better known with railway catering as well.1922 Raj Bahadur M.S. Oberoi started his career as a clerk in Faletti’s Cecil Hotel in Shimla, under Clarke’s’s Group who later became the owner of the hotel and bought another hotel under Clarke’s at Delhi.In 1946 he established Oberoi Hotels private Limited and later on 26th May, 1949, established East India hotels Limited (EIHL). Many hotels were added during the period among which Oberoi Intercontinental in 1965 in New Delhi & Oberoi Sheraton in 1973 are the most important ones.1962 Drop of tourist influx, from 1, 39, 804 to 1, 34, 360, Government realized the importance of tourism and establishment of Hotel Corporation &Ttourism Corporations.The ABC Of Hospitality 7
  10. 10. 001 -HOSPITALITY & THE HOTEL INDUSTRY1956 1) Ashoka Hotel was made, and 2) Dewan Lal committee was formed to- standardize hotel services,YEAR/PERIOD EVENT1956 (Cont’d) lay criteria for classification of hotels suggest guidelines for tourism promotion in India and within India Suggest improvements of the existing arrangements and availability of sources for the promotion of national and international tourism, Suggest rate structure keeping in view the existing price structure in hotel industry.1964 Formation of Corporations Indian Tourism & Hotel Corporation India Tourism Corporation Ltd. India tourism & Transport Corporation1966, 24th September The Government of India decided to merge these three Corporations & formed India Tourism Development Corporation.The Early Seventies Coming up of Indian chain operations. Welcome Group, The Oberois with their corporate office as East India Hotel Limited, the Spencer Group, the Ritz Chain, with other chain operators like Sinclairs to follow.The Early Eighties With India hosting the Asiad, many International Hotel Chains saw the potential of hotel industry in the Indian marketThe Present Status Coming up of international chain operations. Some chain operations operating on franchise basis-Sheraton, Hilton, Ramada, Sofitel, Meridien, Hyatt, and Marriott. This period also saw some Indian Chains going international; mainly the Indian Hotel Company the corporate of the Taj Group, the East India Hotels Ltd., spread its operation abroad as well.________________________________________________________________________NAMES DESCRIPTIION & LOCATIONQutub Serai At the entrance of the tomb of Kamali Jamali. It had 50 feet deep baoli in its courtyard.Ladha Serai Also known as Bagh Nazir, it is 300 yards south of the tomb of Jamali. It was built in 1748.Lado Serai Also in the same vicinity, it was originally a caravan serai.Sarban Serai It is in Kamlapati garden, very close to Delhi—Qutub Road.Daud Serai It is situated 500 yards south of the tomb of Maulana Kuli Khan in Qutub AreaKallu serai Built during the Tughlaq Period, it is in the vicinity of Sarvpriya Vihar area, its main feature, a rubble masonry building, is called Bijay Mandal.Arab ki Serai It was built in 1560-61 by Hamida Banu Begum, wife of Humayun, as a settlement ofThe ABC Of Hospitality 8
  11. 11. 001 -HOSPITALITY & THE HOTEL INDUSTRY 300 Arabs, whom she had brought with her while returning from pilgrimage to Mecca.Sheikh Serai It was named after the popular saint Sheikh Allauddin who lived there and had his tomb during his lifetime.NAMES ACTIVITIESITDC India Tourism Development Corporation, a public sector enterprise, was formed upon merger or three corporations on 24th September, 1966, previously set up by the Government of India in 1954 – India Tourism & Hotel Corporation, India Tourism Corporation Limited, India Tourism & Transport Corporation, with an authorized capital of Rs. 5 crores.Taj Group of Hotels In 1903, JRD Tata constructed the first hotel the Taj Mahal Hotel in Bombay under the flagship of hotel of Indian Hotels Company and since then it has been the landmark by Gateway of India. This was the first hotel of international standard built by an Indian for the Indians. The Tajmahal hotel was the only hotel of the Tatas’ for a long time and the revenue earned was spent for the research & development of medicines for cancer in the Tata Memorial Research Institute in Bombay. But nevertheless the hotel is rated among the ten best hotels in the world. Later the company took over Ram Bagh Palace in Jaipur and Lake Palace in Udaipur. The Ram Bagh Palace remained one of the ten best hotels of the world for quite a long time. Later the group came up with many more hotels in Delhi, Madras. Kolkata, Goa, Varanasi, Bangalore, and many other places in India. The group also operates abroad with hotels in UK, USA, Oman, Maldives, Dubai, Sri Lanka. It also operates Flight Catering Service with Flight Kitchens at Mumbai and Delhi.Oberoi Hotels Rai Bahadur M S Oberoi, is the founder of this organisation. They had their first hotel in Shimla and Delhi. Later they took over Grand Hotel in Calcutta on lease and by the end of World War II, the hotel became well known for its excellent service and facilities. In 1946 the company was formed in the name of Oberoi Hotels Private Ltd., and later in 1949 East India Hotel Limited (EIHL) was formed. Many hotels were added to EIHL, among which Oberoi Intercontinental, New Delhi and Oberoi Sheraton, Bombay are the most popular and acclaimed for its excellence in service. The EIHL is now one of the largest hotel chains operating in India and also abroad with properties in Australia, Indonesia, Iraq, Sri Lanka, Nepal, etc. Oberoi also has its own training institute, (OCLD) in Delhi.Welcome Group It is the hotel division of the (ITC) Indian Tobacco Co. Ltd. ITC entered into hotel business in 1975 with the opening of Hotel Chola In Madras. The Welcom Group has hotel in various cities in India such as Agra, Delhi, Aurangabad, Jaipur, Goa, Gwalior, etc.U.P. Hotels & The chain is more famous as Clarke’s Group of Hotels, established on 13 th February,Restaurants Ltd. 1961. Clarke’s Shiraz, Agra was its first enterprise, which had some more add on in later years - Clarke’s Awadh, Clarke’s Ajmer, Clarke’s at Lucknow, Jaipur and Varanasi respectively.Ritz Chain The chain is owned by R N Kapur family with hotels in Mumbai, Hyderabad, & Conoor. The chain has dinning outlets that specializes in Italian cuisine.Spencers Started hotel business in Calcutta in 1912. It has operations mainly in South India. It has several hotels in Madras-Hotel Connamera, West End Hotel in Bangalore, Hotel Malabar at Cochin & Trivandrum, Hotel Blue Mountains in Kotagiri, Hotel Savoy in Ooty, Hotel Arakua in Bangalore, and three vegetarian hotels in Madras – Geetha, Ashoka And Ajanta.Sinclairs A chain of hotels operating in eastern part of India, with hotels at Darjeeling, Takdah, Siliguri, Ooty, Dooars and Port Blair.The ABC Of Hospitality 9
  12. 12. 001 -HOSPITALITY & THE HOTEL INDUSTRYHotel Corporation of A subsidiary of Air India, which looks after its flight catering. The chain has hotels inIndia Bombay (opened in 1974) followed by hotels in Delhi, Srinagar, Rajgir, etc. The brand name of the hotel chain in Centaur.Leela Chain Hotels The chain is owned by Captt. C P Krishna Nair of Kerala. The specialty of this chain is Butler Service, where the butlers are trained by former members of Royal house of Windsor. They have named the coffee shops of all the hotels of their chain as ‘Citrus’ and the Indian Restaurants as ‘Jamewar.’ The chains have hotels in Mumbai, and Goa and Leela Palace at BangaloreAsian Hotels The group has tied up with Hyatt chain and has hotels in Delhi, Goa, Mumbai and Bangalore with further property in Jaipur and AgraApeejay Surrendra It started its first hotel as Park Hotel in Calcutta in 1967. Later it added large hotelsGroup (Park Hotel) in Delhi & Chennai, and a resort hotel at Viskhapatnam to its group.J.P. Hotels The group has hotels in Delhi, Agra and Mussoorie.Sarovar Park Plaza This chain was started by ex-management team of Oberoi Group, namely with Mr. Ajay Bakaya and Mr. Anil Madhok and has rapidly expanded its business through franchisee management mode to hotels in Jaipur, Agra, Bangalore, Mumbai, Ahmedabad, Gurgaon, and also abroad in countries like Belgium, Tanzania, Kenya, etc.Fortune group - ITC This was started in 2000 with the aim to primarily address the demand of Smaller Business Hotels in satellite suburbs and have hotels in Delhi, Gurgaon, Noida, Vadodhara, Surat, and Ahmedabad.Radisson Have hotel chains in Delhi, Goa, Mumbai, Shimla, Orissa, West Bengal, Jaipur. It is a venture of Carlson Hospitality.J. W. Marriott The chain has hotels in New Delhi, Mumbai, Goa, Jaipur & Agra.Star Hotels They have hotels in Nainital, New Delhi, & AllahabadRoop Kumaon The hotels operating under this chain are – Hotel Roop Kumaon, near Ramgarh, Uttaranchal, and Corbett Roop, & Resort Mohan near Ram Nagar, Uttaranchal.Chevron Hotels & Have hotel properties Rosemount at Ranikhet, and Fairheavens at Nainital and atResorts Kumaon.________________________________________________________________________THE PALACE ACTIVITIESMaharaja Hari Singh Palace The first palace to be converted to Oberoi Hotel, Srinagar.Maharaja of Jaipur His palace was converted to Ram Bagh HotelMaharaja of Udiapur The third to convert his palace to Lake Palace in Pichola Lake in collaboration with TajJodhpur Palace Taken over by the OberoisJaisalmer Palace These palaces were later converted to hotelsBikaner PalaceLakshmi Vilas Palace of Udaipur The palace initially belonged to Maharaja Bhupal SinghLalitha Mahal Plalace,Mysore Being converted to hotel propertiesHalycon Palace of TravancoreMaharaja,Ushakiran Palace, Gwalior Another Palace hotel of repute.The ABC Of Hospitality 10
  13. 13. 001 -HOSPITALITY & THE HOTEL INDUSTRYJai Mahal Palace They are also converted or being converted into hotel properties.Jalmahal & Rajmahal palaceTHE PALACE ACTIVITIESChamundi Hill Palace Also being converted to a hotelBolgathy Palace A palace near Cochin Fort, the Residence of former British residents of Southern States, is also being converted to a hotel.NAMES ACTIVITIESJamshedji Nusserwanji Tata The founder of the Taj Group of Hotels. He formed the Indian Hotels Company (IHC), in 1897 and built exquisitely beautiful Taj Mahal Hotel in Mumbai. The hotel started its operation in 1803and has been a landmark by the Gateway of India ever since. The Taj Mahal Hotel, Mumbai is rated among the 10 best hotels in the world.Mohan Singh Oberoi The Chairman and the founder of the Oberoi Hotels was born in August 1900, in Bhaun- a small village now in Pakistan. After his marriage in 1922, he arrived penniless in Shimla and found himself a job as a front office clerk in Hotel Cecil at a salary of Rs.40/- per month. Some years later he took up a job with Clarke’s Hotel in Shimla and gained experience all aspects in hotel operations. In 1934 he bought Clarke’s Hotel mortgaging all his assets, including his wife’s jewellery. In early 1930s cholera broke out in Calcutta, the city was deserted and in the event grand hotel had to close. In 1938 Mr. M S Oberoi acquired the hotel and converted into a profitable business venture. Till today Grand Hotel remains the city’s most luxurious hotel. In 1943 he took over Associated Hotels in India (AHI) with 8 hotels including hotel Cecil in Shimla, Maiden’s and Imperial’s in Delhi, and 4 hotels which are now in Pakistan. The Oberoi Intercontinental in Delhi which was opened in 1965, was the first modern luxury hotel in the capital. The Oberoi Towers in Mumbai was opened in 1973. Mr. Oberoi’s dedication to hotel industry was evident through launching Oberoi’s own training institute- Oberoi Center for Learning & Development (OCLD). Mr. Oberoi was named as the “Man of the World” for 1983 at the Annual Hotel Convention of the International Hotel Association, New York and was selected as the “Outstanding Hotelier of the Year” by the Hotels and Restaurants International.Lala Ram Parshad Mr. Lala Ram Parshad is considered as one of the pioneers of the Hotel Industry in India. In 1946 he purchased two hotels in Mussoorie in UP and operated one hotel in Bokaro. He was appointed as the Technical Director of Hotel Ashok, during its construction period and was the first Asian to be elected as the executive member of the International Hotel Association (IHA) in 1969. He was amongst the first few hoteliers to realize the importance of trained manpower in the industry and was associated with various Hotel Management Institutes & and Food Craft Institutes in India.The ABC Of Hospitality 11
  15. 15. 001 -HOSPITALITY & THE HOTEL INDUSTRYImportance of Hotel The hospitality industry, like any other industries, has itsas an Industry commitment, to the society and help in the growth of the country’s economy, and hence importance cannot be ignored. Some of its services that it renders are enumerated below: 1. Provider of Facilities: It provides venue for holding meetings and conferences, transaction of business and center for recreation and entertainment. 2. Source of Attraction for Visitors: For many people the hotels area source of attraction where they come and visit. While doing so they also bring with them the spending power which becomes and earning to the hotel which in turn becomes earning for the society. 3. Foreign Currency Earner: The foreigners who stays in the hotel they en-cash their countries currency to the local currency. This, specially for a developing country, is turn increases the reserve of the foreign currency of that other country which is financially stronger than this country. 4. Employer of Labour: Like any other industry it engages manpower in exchange of salary and wages thus increasing the employment status of that and giving and impetus to the economic condition of that region. 5. Impetus for Manpower Development: The Hospitality Industry requires engagement of professionals. Throughout the world there are various manpower development institutes training in Hospitality- like Cornell University, USA, Lusanne Hotel School, France, Institute of Hotel Management Catering technology & Applied Nutrition, India, etc. the educational centers are acting like infrastructure to manpower development. 6. Outlet for Product of Other Industries. Various materials staring from constructional, electrical, plumbing, draperies, agro products, and many more are required by the industry. These items when being purchased improves the economy of that particular industry. Like if everyday the total consumption of fish by all the hotels sums up to Rs.200, 00, 000,The ABC Of Hospitality 13
  16. 16. 001 -HOSPITALITY & THE HOTEL INDUSTRY then the economy of the fisheries industry is earning that sum of money. 7. Amenities for Local Residents: The Local residents can also hold various meetings, conferences, get together, birthday parties, marriage function, etc. or even come in the restaurants to dine and drink. Thus this gives business to the hotel industry which indirectly pays the economy of the nation. 8. Tax Earner: The hotels levy taxes to the customers on the services they provide which are in turn paid to the Government. Thus it helps the Government to earn tax for the development of the country. 9. Facilitate in Regional and Infrastructural Development: With the construction of a hotel it becomes necessary to connect it with improved roads, well constructed bridges, well developed surroundings, new bus services, etc which were not there previous to the coming of the hotel. Thus with coming up of the hotel there is a development of the basic systems and services. 10. Instrument for projecting Cultural Heritage and Image of the Nation: It helps a foreigner in understanding the cultural heritage of that country with its décor, cuisine, the art of welcoming, dressing of uniformed staff etc. 11. Aiding the Growth of Waste Recycling Industry: A great volume of waste from disposables bottles to peels of vegetables and burnt oil is generated which if disposed carefully to the waste recycling industry it would aid in their flourish.Ill Effects of Some of the bad effects are:-Hospitality: 1. Depletion of Cultural Heritage : The local tradition and belief may be discarded by the visit of the people from other backgrounds and thus there can be a cultural loss to that community. 2. Environmental Pollution: The tourist leave behind a huge volume of waste which if not cared for can cause an environmental pollution. 3. Loss of Ecological Balance: With increase of visitors there can be a loss of ecological balance, like a bird sanctuary may get devoid of birds by visit ofThe ABC Of Hospitality 14
  17. 17. 001 -HOSPITALITY & THE HOTEL INDUSTRY tourists in large numbers or in hills the local temperature of that place may rise causing in avalanche. 4. Rise in Cost of Living: The tourists tend to buy even a trifle item at an exorbitant price thereby increasing the selling price of the commodities and making a rise in the cost of living of the local people.The ABC Of Hospitality 15
  18. 18. 002 -THE CLASSIFICATION OF HOTELSThe Basis of A hotel may be classified under the following criteriaClassification 1. Size 2. Plan 3. Location 4. Length of Stay 5. Ownership 6. Type of Accommodation 7. FacilitiesThe explanation of the above classification are as below:Classification of The classification of hotels by sizeHotels by Size ● does not refer to the dimension of the property or the height of the building. ● It refers to the number of rooms held by the hotel. ● Such rooms do not include the offices and other area that are related to the operation of the hotel. ● It simply refers to those rooms that are assigned to guests for accommodation purposes. Therefore accordingly, when the hotels are Referred as It means they have Small Maximum 25 room Medium Minimum 26 rooms and maximum 100 rooms Large Minimum 101rooms and maximum 300 rooms Very Large More than 300 roomsClassification of Plans mean a tariff rate for the services given by the hotel. They areHotels by Plan commonly known a meal plans. Generally there are 5 types of plans and the services they include are as below: Plan Services European Plan : This includes only the room Continental Plan : Room + Continental Breakfast Bermuda Plan : Room + American Breakfast American Plan : Room + 2*minor meals and 2**principal meals Modified American : Room +Anyone of the *minor meals + Plan Anyone of the **principal mealsThe ABC Of Hospitality 16
  19. 19. 002 -THE CLASSIFICATION OF HOTELS There is one more plan, which is not a meal plan. Contrarily, it is a package rendered to the guest, which is known as Go Plan : This means when a guest is staying in a chain hotel operation, under this plan he need not pay at every hotel while he checks out. He can settle his final bill at the last hotel where he stays at the end of his itinerary. *minor meals : Breakfast & Afternoon tea **principal meals : Lunch and dinnerClassification On This way of classifying a hotel is as per where these hotels arethe Basis of situated. The classification under this group may be as follows:Location 1. Downtown Hotels. Parameters Criteria Location: Heart of the city, i.e., busy business/commercial areas Clientele Mostly businessmen and sometimes tourists. Facility Modern facilities, e.g., 24 hours Coffee Shop, Specialty Restaurants, 24 hours Room Service, Business Centre, Centrally located AC rooms, Discotheque, Swimming Pool, Shopping Arcade, and Travel Desk. Duration of 3-7 days stay 2. Transit Hotels. Parameters Criteria Location: Near the port of entry, e.g., Sea Port, Air Port, Bus Terminal, Railway Station. Clientele ***Layover passengers, ****Misconnected passengers, Businessmen & tourists in transit Facility Modern Facilities. Duration of Few hours to few days stayThe ABC Of Hospitality 17
  20. 20. 002 -THE CLASSIFICATION OF HOTELS***Layover passengers: Passengers whose flight is delayed for various reasons****Misconnected passengers: Passengers who missed their connecting flights. 3. Resort Hotels. Parameters Criteria Location: Resort places like Hill Stations, Sea Beaches, Forests, etc. Clientele Holiday makers, Tourists, and sometimes Businessmen. Facility Moderate to modern facilities. Duration of Few weeks to months. stay 4. Motels or Motor Hotels. Parameters Criteria Location: On Highways Clientele Motorists, Tourists and sometimes Businessmen. Facility Moderate to modern facilities. Features They include: a Parking space against each room. b Refueling station. c Garage facility. d Swimming pool. Duration of Mostly overnight. stayLength of Stay A. On Long term Basis 1. Residential Hotels. Parameters Criteria Location: Anywhere in the city or in suburbs. Clientele Students or small businessmen who have stay away from home for a longer period. . Facility Basic ones – like accommodation and food. Features Rent is paid monthly of quarterly. Duration of Few months to years. stayThe ABC Of Hospitality 18
  21. 21. 002 -THE CLASSIFICATION OF HOTELSLength of Stay B. On Short Term Basis 1. Transit Hotels- Airport Hotels, Motor Hotels/Motels. These have already been described earlierClassification On 1. Independent Hotels:the Basis ofOwnership These hotels are owned by independent ownership and they do not have affiliation with any other property, or any tie-up with any other hotels with regards to policy, procedures and financial obligations. The advantages of this type of hotels are: a) They need not maintain a particular image. b) They are not bound to maintain any set targets. c) They can quickly adopt the changing trends. 2. Management Contractual Agreement : Under this type of ownership, a contract is entered by the proprietor and a second party who is termed as the operator. Usually, as per the contract ● The owner retains the legal and financial responsibilities. ● The operator pays the operating expenses and recovers from the owner. ● Owner is responsible for paying the taxes, insurance and debts. 3. Chain Hotels : When the hotels and motels owned by proprietor get affiliated with one another they form chain hotel organisations. The affiliation, which is usually controlled by a large centralised organisation, gives manifold advantages over single ownership holdings. Some of them are: ● Easy reservation for the guests. ● Improved managerial aids and skills. ● Easy knowledge exchange & transfer. ● Improved HR- development – more chances of promotions & better staff training systems and curriculums. ● Improved financial strength. ● More operational expertise. ● Greater manpower. ● Contribution of specialties especially in fields of facilities. ● Easy merchandising of the products.The ABC Of Hospitality 19
  22. 22. 002 -THE CLASSIFICATION OF HOTELS The affiliation can come up in three ways: A) Variable terms of Affiliation: Under this type of affiliation the two or more operations may get affiliated with a Organisation having variable terms of affiliation like – terms on operation and management in compensation to an yearly fee, or terms on using the name of the chain used by the franchisee subject to maintaining the policy of the Organisation , in compensation to an yearly fee. In the second case the Chain Organisation will have no power on the employees of the hotel. B) Referral Chain: A referral chain is made up of independently owned and operated hotel and motels and provides shared advertisements, joint reservation system and standardized quality. Virtually there is no shared management and financial functions. C) Multi- Unit Company: They operate under a corporate head office and own several operations across the country and abroad.Some Other Some hotels can also be classified as underClassifications i) International Hotels: These hotels are situated in cities and provide modern, western style luxury to the guests. They can also be termed as full service hotels. Many such hotels are owned by international chains. Such hotels find good market in commercial towns. ii) Casino Hotels: These hotels focus on gambling and have provision for casino. They are very popular in America, particularly Las Vegas- Nevada. Renowned artists are invited to perform and entertain the guests. iii) Condominiums: They consist of large complex having furnished guest rooms, suites, apartments or villas which are purchased by the individuals who in turn enjoy all the facilities like parks, swimming pools, playgrounds, tennis courts, function halls etc. The maintenance of the complex is maintained by a management. The public areas may be let out to outsiders which in turn may be a source of earning of such complexes.The ABC Of Hospitality 20
  23. 23. 002 -THE CLASSIFICATION OF HOTELS iv) Apartotel: Fully furnishes apartment building also used as residential hotels. Upon purchasing the owner is entitled to enjoy full services of the hotel and during the period it is not occupied it can earn for the hotel. v) Auberge, Gasthof, Herberge: It is the counterpart of inns in various countries. It represents a smaller unit which may have complimentary bar, restaurant, bedrooms for travelers. Here emphasis is given to eating and drinking facilities. vi) Boarding Houses: They provide accommodation with meals for a definite period of time generally for a week or longer. vii) Holiday Villages: Provides recreation and sporting facilities which is included with the guests’ boarding, which are independent units with self-catering (individual kitchen) facility. viii) Time share Concept: Here for a set period of time which may be one week or more each year, for a number of years a person upon initial payment of a sum of money and further yearly payment each year is entitled to enjoy stay along with facilities and services in one of the apartments of that property. The initial payment is like a membership fee and the annual subscription is to cover the maintenance charges of the various equipments, facilities, public areas etc. ix) Need Based Hotels: These hotels are being made keeping in view of a particular need of the customer. They are often referred as Ski hotel- which encourages winter sports, or as Conference Hotels consisting of large halls and rendering elaborate conference facilities. x) Boutique Hotels: Here each room has distinct features characteristics. They are small but expensive, professional service but at the same time very personal and intimate. The restaurants are small and the décor and food are all at par with the theme. xi) Grani Hotels: These hotels provide only accommodation.The ABC Of Hospitality 21
  24. 24. 002 -THE CLASSIFICATION OF HOTELSClassification On Hotels can also be classified on the basis of type of accommodation.the Basis of Type of They have the following features:Accommodation a) The standard of comfort is moderate to that of a hotel. b) They self accommodate at much lower price. c) They have an informal atmosphere. They include : Guest Houses, Youth hostel, Dormitories, Paying Guests, Dak Bungalows, Holiday Homes, Circuit Houses, Sanitarium, Lodges Boatels (hotels on house boats), Floatels (Hotels on luxury Liners), Rotels (Hotels on Wheels), Lotels (Hotels with helipad facilities), etc.Classification On Hotels can also be classified according to the standard of facilitiesthe Basis of they render. This classification is conferred upon by a body whichFacilities known as Hotel and Restaurant Approval Classification Committee (HRACC). The hotels are classified with stars. A hotel which has been thus rated has to appear before this committee once in every third year for their standard being rechecked. The committee comprises of the Secretary Tourism, Regional Director of Tourism, Director or the Additional Director General of Tourism (state level), members from the hotel industry (FHRAI), Travel Agents Association of India (TAAI), and the Principal of the Regional Institute of Hotel Management, Catering Technology and Applied Nutrition. The hotels who desire to get their hotels to be rated with stars they have to procure a prescribed form, which is in a form of questionnaire, where they have three categories of the required facilities, viz., Essential (must have) Necessary (should have) Desired (may or may not have). Each of the requirements after being filled the form is sent to the Committee. The requirements have certain marks set. The committee visits the hotel and after due evaluation awards marks against those requirements. The grades of stars are 5 star deluxe, 5 star, 4 star, 3 star, 2 star. And 1 star. For a 5 star classification a hotels must have: i) 25 lettable bedrooms ii) the approach and environs suitable for the hotel industry. iii) All the public rooms should be fully air conditioned ( in case ofThe ABC Of Hospitality 22
  25. 25. 002 -THE CLASSIFICATION OF HOTELS hill areas should have heating arrangements) iv) All rooms must have well appointed attached bathrooms with long baths or should be equipped with most modern shower chambers. v) The Kitchen, Pantry and the Cold Storage should be professionally designed to ensure efficiency and should be well equipped. vi) There should be ladies’ and gentlemen’s cloakrooms, and the cloakrooms should be spotlessly clean and equipped with available highest standard of furniture and fittings. vii) The construction and the architectural features should have distinctive qualities of a luxury hotel. viii) The maintenance of the hotel should be of highest standard. ix) There should be adequate parking space for the cars. x) There should be well designed and properly equipped swimming pool. xi) All bathrooms should be of modern design and should be fitted with highest quality of fittings. xii) There should be reception, cash and information counter attended by highly qualified, trained and experienced personnel. xiii) There should be well appointed lobby, conference facility, shopping facility, 24 hours elevators of adequate numbers. xiv) The rooms should be well furnished with modern lighting, telephones, radios, vacuum flasks or thermos flasks with iced cold boiled drinking water. xv) There should be restaurant, room and beverage service. The waiters must have knowledge on menus whether in French or in English, the knowledge of correct table laying. The room service should be speedy and should be of 24 hours. There should be provision of service of alcoholic and non alcoholic beverages with bar facility. xvi) Assessment is also made on the number of restaurants and other outlets, the carpeting and the total carpeted area, the quality of linen, blanket, towels, crockery, entertainments, cuisine, hygiene, etc. xvii) Other service like laundry services, the quality of staff deployed – trained and untrained staff. The nature of supervision carried out whether by managers, executive staff, other staff etc. xviii)The standard of Housekeeping xix) The system of control of fire and other hazards.The ABC Of Hospitality 23
  26. 26. 003 -THE DEPARTMENTS OF A HOTEL AND THEIR OBJECTIVESThe Organisation of The organisation of a hotel is made up of various departments whicha Hotel work in close coordination for the efficient and effective working. Some departments are revenue generating departments that accounts for the profit of the organisation; some departments do not generate revenue but are important on the basis that they help in the operation. Thus, in a hotel the various departments are grouped into 1. Operating & Revenue Producing: This means they take active part in operation and they generate revenue for the organisation. They can be further divided into a) Minor Revenue Generating: They generate a smaller amount of revenue compared to others and includes: I) Laundry: This section which is under the housekeeping department can be either in-house or out-sourced. In both the cases the laundry of guests’ articles is a facility which is charged for. II) Telephone: Guests are charged for the long distance and local telephone calls. In small hotels the telephones are operated through a switchboard manned by the Receptionist whereas in large hotels the telephones are operated either through telephone operator or have direct dialing facilities. In the latter case they are metered. In any case the telephone calls made the guests are charged accordingly. III) Swimming Pool: Though the resident guests are not charged for the use of this facility, but their guests may be charged for or the swimming pool can be opened for out of house guests through membership who avail it by paying a seasonal or annual subscription. b) Major Revenue Generating These departments are the sole earners for the hotel operation. They comprise of: I) Room Division: The Room Division Department is made up of i. Front Office: One of the major earners being connected with the sale of rooms. ii. Housekeeping: This department is responsible forThe ABC Of Hospitality 24
  27. 27. 003 -THE DEPARTMENTS OF A HOTEL AND THEIR OBJECTIVES making the rooms ready for sale and maintaining a clean environment suitable for the guests’ stay. Apart from Food & Beverage they provide various amenities like stationery, beddings and their accessories, etc. in the guest rooms. II) Food & Beverage: This department is responsible for providing food and beverages to the guests. They have two sub departments viz. i Food & Beverage Service: The service is mainly responsible for reaching various food and beverages to the guests through various outlets. ii Food Production: By production it means preparation of various food stuffs in various kitchens which are sold to the guests through the service outlets. 2. Operating & Non-Revenue Producing: These departments play an important role in operation but do not produce any revenue. The departments are:- I) Sales & Marketing: This department is responsible for evolving various packages to attract targeted customers to the establishment. They also uphold the goodwill of the establishment through various activities and advertisements. II) Accounts: The Accounts department is concerned with keeping various records of financial transactions- figures on sales, amount of purchases made during the year, the debtors and the creditors and the financial viability of the Organisation. They are also responsible for collection of revenue from the debtors and making payments to the creditors and the employees (salary & wages). III) Stores & Purchase: The department is concerned in purchasing various materials and commodities required for the operation of the hotel against prescribed purchase requisitions and thereafter issuing them to concerned departments against prescribed stores requisitions. IV) Security & Vigilance: This department is responsible in keeping all the guests and hotel properties well guarded. They ward of any unwanted guests and situations from occurring inside the premises. They are also trained forThe ABC Of Hospitality 25
  28. 28. 003 -THE DEPARTMENTS OF A HOTEL AND THEIR OBJECTIVES fire fighting and play an important role on breakout of fire. V) Engineering and Maintenance: This department is responsible for the maintenance of all the electrical, mechanical, equipments of the hotel in working condition. They also look after any civil construction work, attend to any electrical, mechanical and civil breakdowns and maintenance of safety, hygiene end environment (SHE) of the hotel. VI) Personnel & HR: The Personnel & HR is responsible for maintaining a cordial and peaceful relationship and harmony between the Organisation and the Employees. They plan the manpower requirement and evaluate employees’ job. They compute employees’ salary and wages, enumerate performance appraisals and recommendations made to staff by the departmental heads. They organize training needs and also play the major role in issues like employees’ transfer, issue of suspension and charge sheets to and appointments and dismissals of staff. 3. Non-Operating & Revenue Producing: They include the departments that provide additional facilities to the guests. Their absence does not hamper the operation of the organisation but on the other hand the inclusion of such departments increases customer satisfaction. They include: Travel Agency and Airline Offices, Book Shops, Chemists Shops, Florists, Banks, Beauty Parlour, etc. They are generally rented on commission basis or on rents. They are also called Concessionaries. Selection of such concessionaries is very important because the standard of services they provide and the way they care for the guest has direct impact on the reputation of the hotelThe ABC Of Hospitality 26
  29. 29. 003A -THE HOTEL ORGANISATION CHART HOTEL Operating & Revenue Operating & Non-Revenue Producing Departments Producing Departments Non-Operating & Revenue Producing Departments Minor MajorLaundry Travel Agency Telephone Florist Beauty Parlour Swimming Pool Chemist Shop Book Stall Room Division Food & Beverage Stores & Purchase HRD Front Security Office Accounts Housekeeping Sales & Marketing Production Engineering Service Kitchen Bakery Pantry Coffee Shop Bar Restaurant Room Pastry Service Shop Banquet The ABC Of Hospitality 27
  30. 30. 004 - THE FRONT OFFICE ORGANISATIONThe Objective of A department that reserves registers and assigns rooms and act as aFront Office continuous source of information.The Departments Of The Front Office department is divided into eight distinct sectionsFront Office according to their nature and functions: They are mentioned hereunder along with the job they handle: I) Reservation: a) This department receives reservation request from various sources and through modes and processes them to ensure availability of thus reserved rooms upon arrival of the guests. b) It also looks after cancellation and amendments made after the reservation. c) On the day of the arrival they sent the Expected Arrival List along with the correspondence file of the expected guests to arrive to the reception. II) Reception/Registration: a) The most important task of the Reception is to welcome & check-in guest arrival. b) They take bookings of the same day. Cancellation/ amendments of the same day are handled by the Reception. c) They also take calls regarding guests, restaurants and expected arrivals, etc. III) Information: a) This section of the Front Office maintains the guests staying in the hotel in Alphabetical Order known as Alphabetical Guest Index ( as per their names) and Numerical Order known as Numerical Guest Index (as per the guests’ room numbers). b) They handle i guests’ room keys, ii guest mails, iii guests’ messages, iv guests’ complaints. c) They also initially organize paging by taking the information of the guest and passing the information to the Bell Desk for expediting the same. They also provide information regarding the city and the hotel. IV) Cash: a) Responsible for preparing guests’ bill. b) Assist guests in settling their bills.The ABC Of Hospitality 28
  31. 31. 004 - THE FRONT OFFICE ORGANISATION c) Maintain the Safety Locker key. d) Maintain the Floor Master Key. V) Concierge & Bell Desk : This department is responsible for a) Handling guest baggage. b) Delivering newspapers in guests’ rooms c) Delivering mails, messages telex, fax and any other item to and from the guest. d) Conducts paging (locating guest in public area). e) Give physical wake-up calls to those guests who do not answer wake-up call by telephone. f) Sell postage stamps. g) Keep baggage on hold for in house guests as well as awaited guests. h) Perform other functions that gives guest satisfaction like i Getting airline/railway tickets. ii Calling a taxi for the guests. iii Assist guest in packing his/her luggage. i) Perform other official functions like going to FRRO for delivery of the C-Forms. VI) Telephones: a) Handles all incoming calls and outgoing calls for both the guests and management. The telephone operator diverts the incoming call received to the concerned rooms or to the various departments where there is no EPABX. b) Responsible for giving wake-up calls. c) Set DND on the phones, is the guests ask for it which prevents the incoming call form going through. d) Set paging of hotel executives through telephones. VII) Travel Desk: Many big hotels have fleet of cars by which they organize: a) Travel logistics for guests- such as airport/ station pick- ups and drops. b) City and business tour for guests. VIII) Business Center: This section is a must for any commercial/business hotel. This facility helps the businessmen to perform their office job when they are away from their offices. The section is equipped with the following: a) A small reference Library. b) A small conference/board room which can accommodate 6/8 guests. c) A room with computer and internet facilities. d) Photo copying machine.The ABC Of Hospitality 29
  32. 32. 004 - THE FRONT OFFICE ORGANISATION e) Typing and printing facility. f) FAX facility. g) Machine for binding of documents. h) Secretarial service.The Hierarchy Of The Front Office is a uniformed department which the guest meetsFront Office first and it creates the impression about the hotel, Since the first impression is the last impression, therefore, the department demands highly professional staff. The Staff of Front Office are as under: I) The Front Office Manager: He reports to the Front of House Manager. He responsible to direct and coordinate the activities of Front Office Operation ( Front Desk, Reservation, Bell Desk, Telephones), to provide efficient and courteous service to each guest, to maximize occupancy and room revenue and to plan and oversee the targets set by his authorities are met in due time. II) The Lobby Manager: He performs managerial duties by being the overall in-charge of the Lobby which comprises of Reception, Information, Bell Desk, Guest Relations and the Cashier. He is a decision maker with regards to the day to day operation of the Front Desk and authorizes documents such as room change notice, visitor paid out voucher, discounts on bill, etc. He reports to the Front Office Manager. III) The Reservation Manager: He performs managerial duties by being the overall in-charge of the Reservation Section. He sees that the occupancy is maximized through reservation of rooms, takes decision in matters like overbooking, and oversees the group and corporate bookings and other sources of reservations, cancellation and amendments made by the guests. He reports to the Front Office Manager. IV) Guest Relation Executive: The person entrusted with the job, acts as a link between the guest and the hotel by noting their grievances and suggestions. This person also plays a vital role during the arrival of VIPs & CIPs and maintains the record of the frequent and valued guests who had stayed in the hotel in form of a document called Guest History Card. He reports to the Lobby Manager. V) The Bell Captain: To plan, organize direct, coordinate and control the bell desk. He reports to the Lobby Manager/ Asst. Front Office Manager.The ABC Of Hospitality 30
  33. 33. 004 - THE FRONT OFFICE ORGANISATION VI) The Front Office Cashier: Responsible for posting various charges against the services rendered by the hotel to the guest in their respective bills and to receive payments. Settle the bills of the guests upon their departure. VII) Front Office Receptionist: The person is responsible for overall smooth operation of the Reception during his/her shift as per laid down standards. Reports to Lobby Manager? Assistant Front Office Manager. VIII) Reservation Assistants: To ensure smooth operation of reservation section. The person engaged in this section takes advance bookings made by the guests in prescribed formats and gives valid information as and when required regarding the available facilities and rules of the organisation. He/ she reports to the Reservation Manager of the hotel. IX) Bell Boys: Their primary duty is to take care of the guest luggage. They are also required to do certain job like paging, delivery of newspapers & mails and messages to the guests rooms, help in shifting guests to other rooms, running on errands for guests and the hotel executives, delivery of C- forms to the FRRO, etc. Apart from this they are also required to do certain jobs as specified by the management from time to time. They report to the Bell Captain. X) Trainees: These people have just joined with the intention to take up a job in Front Office as per their qualifications and interests.The ABC Of Hospitality 31
  35. 35. 005 - THE FRONT OFFICE - ITS INTRA & INTERDEPARTMENTAL RELATIONSHIPIntroduction For an effective operation of any organisation the departments have to coordinate and communicate amongst themselves. The Front Office Department has to communicate and coordinate with other departments with respective various requirements of and information about guests. On various occasion the Font office has to communicate which are enumerated below.Intra- As seen in our previous lesson the Front Office department itselfcommunication comprises of numerous sections- ● Reservation ● Reception/ Registration ● Information ● Bell Desk & Concierge ● Communication - Telephones ● Cash Office ● Travel Desk ● Business Centre To render best of their services each department has to communicate amongst themselves. There can be printed formats on which such communications are usually made. These formats actually serve as a ready reckoner so that all the information can be incorporated and nothing is left out. In the lessons to follow we would be discussing about such communication modes and formats. Among them, one such area where the front office has to communicate with the telephone exchange within the hotel. In certain occasion there can be the arrival of a guest from a different time zone and he requires a rest. He may advise the reception to put up DND in his room phone so that the incoming calls do not come through. Or in certain cases Again within each section there is a need for communication. This is made through log book. A log book is a register where any incidents that has taken place or would take place are recorded and staff on duty is supposed to refer to it before the commencement of the service so that the attending staff of that particular shift is well briefed about it and he/she is equipped according to specified standard to meet the requirement. The Staffing: The Front Office department operates for 24 hours and hence there is a necessity that it be adequately equipped with staff. Usually there are three shifts: Morning Shift: 6am to 2 pmThe ABC Of Hospitality 33