Hospitality management


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Hospitality management

  1. 1. Unit-III Hotel Management HOTEL INDUSTRY OVERVIEW From 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
  2. 2. 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 & food production 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-
  3. 3. 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 also do 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 is easy 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.
  4. 4. 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 on site 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 services offered. 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 Marketing department 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 and housekeeping. 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.  ranking political figures. Example: Hyatt Regency, New Delhi.
  5. 5. hotels depending on the stay of a guest.  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 high traffic on weekdays and the occupancy is generally high. Example: Taj Mahal, Mumbai
  6. 6.  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, it generally 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 shikaras of 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.
  7. 7.  Mega hotels: are those hotels with more than 1000 rooms.  Chain hotels: these are the group that have hotels in many number 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 in vast 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.
  8. 8. 5. Based on Theme  Depending on theme hotel may be classified into Heritage hotels, Ecotels, 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:-
  9. 9. 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. This also 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 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. 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.
  10. 10. 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 providing exceptional 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. These kind 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
  11. 11. 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.
  12. 12. 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 intimacy that 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 garage parking are typically available. A concierge is also available to assist you. Typical National Chains: Taj Hotels, 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. Concierge services, 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.
  13. 13. 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 to moderately 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 Typesof 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 and furnishings. 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 and type 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.
  14. 14. DELUXE (dlx): These rooms are supposed to be Deluxe in every way: 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 often does 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:
  15. 15. PARTIAL OCEAN VIEW (pov): Ahhh. You've 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 by some 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.
  16. 16. 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 security arrangements, 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
  17. 17. 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 room b) 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.
  18. 18. 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 for handling 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 telephone exchange 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
  19. 19. arrangement and maintaining the garden. This department works to give pleasant look of the hotel to the guest.