Tourism and hospitality

TOURISM AND HOSPITALITY
DTHM 1103
NOTES
TOPIC ONE
INTRODUCTION TO TOURISM AND HOSPITALITY
1.1 Origins of tourism and hospitality
Travel is as old as mankind on the earth. The man at the beginning of his
existence roamed about the surface of the earth in the search of food, shelter,
securities, and better habitat. However, in course of time, such movements
were transformed into wanderlust.
About five thousand year ago, changes in climate, dwindling food and shelter
conditions hostile invaders made the people leave their homes to seek refuge
elsewhere like the Aryans left their homes in Central Asia due to climate
changes. Perhaps, this leads to the development of commerce, trade, and
industry.
During Hindu and Chinese civilization a movement of religion, education and
culture began. Christian missionaries, Buddhist monks and other traveled far
and wide carrying religious messages and returned with fantastic images and
opinions about alien people.
For centuries movement of people continued to grow due to the efficiency of
transport and the assistance and safety which the people could travel. By the
end of the 15th century, Italy had become the intellectual and cultural center
of Europe. It represented the classical heritage both for the intelligentsia and
the aristocracy.
During the 16th Century, travel came to be considered as an essential part of
the education of every young Englishman. Travel thus became a mean of self –

development, and education in its broadest sense. The educational travel was
known as „Grand Tour„.
The industrial revolution brought about significant changes in the pattern and
structure of British society. Thus, the economy of Britain was greatly
responsible for the beginning of modern tourism. It also created a large and
prosperous middle class and because of great improvement in transportation
systems in latter half of the 18th century and the first quarter of the 19th
century, an increasing number of people began to travel for pleasure.
Travel was originally inspired by the need for surviving (food, shelter, and
security), the desire to expand trade and quest to conquer. As the
transportation system improved the curiosity for transforming the vast and
virgin world into a close neighborhood created a new industry i.e. Travel and
Tourism.
However, the developments of rails, roads, steamships, automobiles, and
airplanes helped to spread technology across the globe. Earlier travel was a
privilege only for wealthy people but with the industrial revolution, the scenario
altogether changed. Transportation, as well as accommodation, became
affordable to middle and working-class citizens.
Essentially, with the development of jet travel, communication, new technology,
tourism, and travel became the world‟s largest and fastest-growing industry.
Travel and tourism, recently have emerged as a dominant economic force on
the global scene accounting for more than 12% of total world trade and growing
at the rate of 8 percent annuals.

1.2 Definition of terms related to tourism and hospitality
Tourism
There are a number of ways tourism can be defined, and for this reason,
the United Nations World Tourism Organization (UNWTO) embarked on a
project from 2005 to 2007 to create a common glossary of terms for tourism. It
defines tourism as follows:
Tourism is a social, cultural and economic phenomenon which entails the
movement of people to countries or places outside their usual environment for
personal or business/professional purposes. These people are called visitors
(which may be either tourists or excursionists; residents or non-residents) and
tourism has to do with their activities, some of which imply tourism
expenditure (United Nations World Tourism Organization, 2008).
Mathieson and Wall (1982) define tourism as follows: "The temporary
movement of people to destinations outside their usual places of work and
residence, the activities undertaken during their stay in those destinations,
and the facilities created to cater to their needs."
Hospitality
This refers to the business of helping people to feel welcome and relaxed and to
enjoy themselves”
Travel
Travel is the activity of moving between different locations often for any
purpose but more so for leisure and recreation
Tourist
A commonly accepted description of a tourist is “someone who travels at least
80 km from his or her home for at least 24 hours, for business or leisure or
other reasons” (LinkBC, 2008, p.8). The United Nations World Tourism

Organization (1995) helps us break down this definition further by stating
tourists can be:
i. Domestic (residents of a given country travelling only within that
country)
ii. Inbound (non-residents travelling in a given country)
iii. Outbound (residents of one country travelling in another country)
Excursionists
Excursionists on the other hand are considered same-day visitors (UNWTO,
2020). Sometimes referred to as “day trippers.” Understandably, not every
visitor stays in a destination overnight. It is common for travellers to spend a
few hours or less to do sightseeing, visit attractions, dine at a local restaurant,
then leave at the end of the day. Excursionists do not stay overnight.
Visitor
Any person visiting a country other than his usual place of residence for any
other reason than following an occupation within the country visited.
Traveller
A person who travels from one place to another, irrespective of the purpose of
travel or duration of stay
Transit visitor
A traveller who passes through a country without breaking journey other than
taking connecting transport
Destination
The place where a tourist travels for leisure or business related activities. There
are can be no tourism without destination. For a destination to develop and
sustain itself, the following five A‟s (Classic A‟s of tourism) must be meant
1. Accessibility – refers to transport and transportation infrastructure

2. Accommodation – refers to place to stay
3. Amenities – facilities available at the destination which help in meeting
the needs of the tourist
4. Attraction – reason of travel (natural, human made, cultural, social)
5. Activities – things to do
6. Affordability – cost of tour
Attraction
It is a physical or cultural feature of a place that can satisfy tourists‟ leisure
based need.
Cultural Heritage
It is an expression of the manner of living developed by a community and
passed on from one generation to the next. It includes customs, practices,
places, objects, artistic expressions and values.
Dark Tourism: (Black or Grief tourism)
It is the tourism involving travel to places historically associated with death
and tragedy.
Ecotourism:
It involves maintenance and enhancement of natural systems such as water,
air, woods and forests, and flora and fauna through tourism.
Tourism Carrying Capacity
The maximum number of people that may visit a tourist destination at the
same time, without causing destruction of the physical, economic, socio-
cultural environment, and an unacceptable decrease in the quality of visitors'
satisfaction.

1.3 Qualities of a hospitality officer
The hospitality industry offers a wide range of career options. To be successful
in the industry, you need certain qualities that employers look for and
customers expect.
1. Commitment
To be successful in the hospitality industry, you must be committed to
ensuring customer satisfaction. You must do whatever it takes to keep
customers happy and create an environment where customers want to come
back.
2. Communication Skills
The most successful employees in the hospitality industry are those with
excellent communication skills.
Listening: Someone once said, “We have got two ears and only one mouth
which means we should listen twice as much as we speak”. This is true for
many things, but even more so in the hospitality industry.
Oral and body language: After the listening, comes the talking. This one is just
as important as the previous one. In particular, when your guests speak a
different language, you want to make sure you are confident in whatever
language you speak.
3. Enthusiasm.
Great employees of the hospitality industry are enthusiastic about their jobs
and strive to do the best work possible. They want to give their customers the
best experience available. Without the customers you do not have a job.
4. Leadership
Great hospitality employees have strong leadership skills and are able to
command project and make significant contributions to an organisation's
overall success.

5. Organised. To stay on top of the multitude of tasks you'll face as a
hospitality employee, you have to be organised and multitask without dificulity.
6. Knowledgeable of Safety / Hygiene issues
Successful hospitality employees are familiar with rules of work safety and food
/ personal hygiene as they apply to venues serving food.
7. Teamwork.
Successful employees of the hospitality industry work well with others, you
need to be a productive team member.
1.4 Tourism and hospitality sector
The tourism industry, also known as the travel industry, is linked to the idea of
people travelling to other locations, either domestically or internationally, for
leisure, social or business purposes. It is closely connected to the hotel
industry, the hospitality industry and the transport industry, and much of it is
based around keeping tourists happy, occupied and equipped with the things
they need during their time away from home.
What is the Tourism Industry?
So, what is the tourism industry? First, it is important to define what is meant
by the „tourism industry‟. Essentially, it refers to all activity related to the
short-term movement of people to locations away from where they usually
reside. It is one of the world‟s largest industries and the economies of many
nations are driven, to a large extent, by their tourist trade.
It is also a wide-ranging industry, which includes the hotel industry, the
transport industry and a number of additional industries or sectors. It is vital
to understand that the tourist industry is linked to movement to different
locations, based not only on leisure, but also business and some additional
travel motivators.

With that being said, according to the most common definitions, the tourism
industry does not cover activities related to travel where the person intends to
stay in their destination for longer than one year. As an example, this means
that expatriates and long-term international students are not technically
classed as tourists.
What Are the Sectors Within the Tourism Industry?
1) Transportation
The transportation sector is concerned with helping tourists to get where they
need to go, via the provision of transport. This may include providing them with
the means to get to their intended holiday destination in the first place, but
may also include assisting them with getting around after they arrive at their
destination.
Included within this sector are services related to road, rail, air and sea travel.
Airline Industry
The airline industry plays a vital role in the modern travel industry, providing
passengers with access to both domestic and overseas flights, allowing them to
quickly reach their intended destinations via commercial aircraft. Airline
services are generally divided into scheduled and chartered flights.
Car Rental
For many tourists, having access to a car is an important part of their tourist
experience, ensuring they have the freedom to explore and travel freely. Car
rental services provide this kind of access and often operate in close proximity
to airports, or even in partnership with particular airlines or travel companies.
Water Transport
As the name suggests, the water transport sub-section is concerned with
movement across the water. This includes things like ocean liners and ferry
transport, where the objective is usually to get passengers from A to B, but also

includes cruise liners, where being on the cruise liner itself forms the main
part of the travel experience.
Coach Services
Coach and bus services are an important part of the tourism industry, offering
long-distance travel, assisting airport passengers with travel to their
accommodation, taking groups of tourists on day trips to local attractions or
popular tourist destinations, and offering access to other nearby towns and
cities.
Railway
Rail travel has played a key role in the tourism industry since the 19th century
and continues to do so. Railways not only provide a means for travellers to get
to their destination, but over ground and underground rail services also
provide options for navigating many of the major towns and cities that tourists
visit as well.
Spacecraft
A new element of the transport sector – and one that will become increasingly
important in the years ahead – involves the use of spacecraft to carry tourists
into space. Indeed, Virgin Galactic, recently sent the VSS Unity space plane
into outer space and is planning to offer commercial flights to „space tourists‟
in the near future.
2) Accommodation
The accommodation sector is central to the travel and hospitality industry,
because people travelling to different areas require somewhere to stay, rest,
sleep and unwind. In fact, by many definitions, a tourist is only classed as
such if their stay exceeds 24 hours and they use some form of overnight
accommodation.

Within this subsection, there are a number of different components, ranging
from the hotel industry to camping, hostels and cruises. These sub-sections
are explained in greater detail below:
Hotels
Hotels are the most obvious and popular form of accommodation for tourists
and the hotel industry is inextricably linked to the tourism industry. Put
simply, hotels provide paid lodgings for guests. With that being said, aside from
beds and other essential facilities, the services they provide can vary quite
drastically.
Shared Accommodation
In more recent times, shared accommodation has emerged as a major option
for tourists. One of the most popular services offering shared accommodation is
Airbnb, where users are able to list spare rooms and rent them out to travellers
on a short-term basis. These could be individual, private rooms, or common
areas shared with others.
Hostels
A hostel is typically a lower-priced accommodation option, suitable for those
operating on a lesser budget, or those who are attempting to reduce their travel
costs. It is a form of sociable accommodation, where multiple guests will rent
beds in a shared space, typically with communal bathroom and kitchen
facilities.
Camping
Camping is the practice of staying outdoors overnight, in a tent or similar type
of shelter. While tourists may opt to camp in public areas, commercial camp
sites are extremely popular and often more convenient. These commercial sites
will typically charge for access, but will also provide additional facilities or
utilities.

Bed & Breakfast
B&B accommodation offers a small number of rooms for guests and offers
overnight stays and breakfast in the morning. In most cases, guests will have a
private bedroom and bathroom, although bathroom facilities are sometimes
shared. The owners or hosts of these establishments will often live in the bed &
breakfast too.
Cruises
Cruises also come under the accommodation sector, because cruise liners
serve as a form of accommodation in their own right. Typically, on a cruise,
travellers will be allocated their own cabin and the cruise itself will last a set
length of time, with tourists staying on the cruise ship for the majority of the
duration.
Farmhouse Accommodation and Agri-Tourism
Travellers are increasingly willing to stay in farmhouse accommodation,
usually on a self-catering basis. This is linked to the idea of agri-tourism,
where tourists visit farms, learn about the work that goes on there, and
sometimes even participate in the daily work themselves as part of the travel
experience.
Time-Share Accommodation
Finally, time-share accommodation, also known as vacation ownership
accommodation, refers to accommodation where ownership or usage rights are
divided between multiple individuals. These individuals are allotted their own
time frame – typically a week or two weeks out of the year – where they have
the right to use the property.
3) Food and Beverage
The food and beverage sector has an interesting role within the tourism
industry, providing tourists with essential refreshments at all stages of their

travel experience, including during travel, when spending time in their chosen
accommodation, and when they are out and about exploring the location they
have travelled to.
In addition to catering for travellers‟ basic requirements, however, the food and
beverage sector also offers them opportunities to socialise, meet new people
and enjoy themselves.
Restaurants
Restaurants or eateries provide one of the main ways in which tourists eat food
and socialise on their travels. This category includes everything from fast-food
restaurants like McDonald‟s and KFC, through to family restaurants, and
luxury restaurants offering high-end cuisine.
Catering
Catering is usually recognised as the provision of food services at more remote
locations. Within this sub-section would be the various food and drink offerings
found at hotels and other accommodation types, as well as on planes, cruise
ships or trains. It also includes offerings at many tourist attractions or
entertainment sites.
Bars & Cafés
Bars and cafés are an important part of the local economy in many travel
destinations, offering tourists a more relaxed location to consume
refreshments, drink alcohol and socialise with locals or other tourists. They
tend to be smaller than restaurants and may have a theme or serve a fairly
general range of products.
Nightclubs
Nightclubs are one of the single most essential parts of the food and beverage
sector, providing travellers with entertainment during the night and actually

attracting many tourists to some destinations in the first place. Indeed, some
travel hotspots base their entire industry around the nightlife that is on offer
there.
4) Entertainment
Some tourists travel to new locations in the pursuit of entertainment. Such
travellers may be drawn to entertainment options that are not available in their
home location, or they may simply require more general entertainment, which
would be accessible almost anywhere in the world, as part of their trip.
Entertainment attractions or venues are sometimes the main things drawing
travellers to a particular tourist location. On the other hand, many other
entertainment offerings are set up to capitalise on existing tourism.
Casino
Casinos are an entertainment facility centred around gambling activities. The
majority of these activities are games of chance, although casinos do also offer
games where there is some element of skill involved. Additionally, casinos are
commonly connected to hotels and may offer further entertainment, such as
music or comedy performances.
Tourist Information
In the modern travel and hospitality industry, tourist information exists both
online and offline. Examples of online tourist information include informational
websites highlighting local attractions, tourist sites or facilities. Meanwhile,
offline services include tourist information centres and literature produced by
the tourist board.
Shopping
The retail industry and the travel industry are closely connected and most
major tourist destinations will also provide shopping facilities. Shopping can
even, in some cases, attract tourists in the first place, while the shopping sub-

section of the entertainment sector also includes things like duty-free shopping
and local market trading.
Tourist Guides & Tours
Tourist guides provide tourists with access to organised tours of local
attractions, landmarks, educational buildings and other places of interest. In
doing so, they are able to offer assistance, expert insight, and context, often
making the experience more enjoyable, convenient and worthwhile for the
tourist(s).
5) Connected Industries
Finally, there are also a number of industries that are either directly or
indirectly connected to the tourism industry. These include industries based on
actually connecting customers with travel services, as well as industries based
on providing customers with important information that can assist them in
their travels.
Some of the most notable related industries are detailed in greater depth below:
Financial Services
Financial services can be linked to the travel industry in a number of ways,
with the most obvious being the provision of insurance products, which offer
financial protection in emergency situations, or in cases where medical
treatment is needed. Additionally, financial services may be connected to things
like currency exchanges.
Travel Agents
Travel agents sell travel or tourism-related products to customers on behalf of
suppliers. They generally receive a commission from suppliers and also offer
travellers advice on the best travel products to suit their particular needs or
preferences. Some travel agents also offer business travel services.

Tour Operators
Tour operators tend to sell package holidays, which combine multiple travel
and tour services into a single product. A package holiday might, for example,
include charging tourists for flights, airport transfers, a hotel stay, and services
from a local rep. It could also include holiday experiences or a set itinerary.
Online Travel Agencies (OTAs)
Online travel agencies, or OTAs, offer similar services to other travel agents,
although these services are delivered over the internet, providing more of a self-
service experience. Some of the most popular OTAs include Expedia,
Booking.com, Kayak and lastminute.com. These OTAs may also double as meta
search engines.
Tourism Organisations
Tourism organisations are essentially organisations that exist to look out for
the tourism industry and act on its behalf. They may have influence over
national tourism policies, might lobby governments in the interests of the
tourism industry, and could also work to bring the various sectors together.
Educational
Finally, the travel industry also increasingly includes an educational
component, with many people travelling to attend conferences or exhibitions,
which are often centred around specialised topics. Additionally, schools and
training programmes form part of this sub-section of the travel and hotel
industry.
1.5 Types and components of tourism
The various types of tourism and their characteristics include;
i. Mass Tourism. It involves tourism of organized large groups of people to
special tourist locations. It is a traditional way where the daily program
is fixed by the tour organizer. It is a social activity. The tourists generally

desire for souvenirs and site-seeing. For example, religious places, theme
parks, boat cruises, resort towns.
ii. Alternative Tourism. It includes individually organized tours to find
first-hand information about a place, local culture, and environment. For
example, biking tour planned by an individual while accommodation is
catered for on the go.
iii. Business Tourism. It is touring for conducting business transactions,
attending business meetings, workshops, or conferences. The objective of
business tourism is mainly professional.
iv. Pleasure Tourism: It includes tourism for improving one‟s physical or
spiritual well-being. For example, vacation at a Yoga or rehabilitation
center.
v. Nature Tourism: It is tourism at places famous for pristine nature and
serene beauty. The main objective is to experience and enjoy nature such
as farms and wildlife. Ecotourism is a part of nature tourism.
vi. Cultural Tourism: This type of tourism has an objective of
understanding the local history of the place, foods, local productions,
and local culture.
vii. Social Tourism: It includes tours conducted among relatives, friends,
and others.

viii. Recreational Tourism: It includes travelling to escape from routine life.
This is often done for enjoyment, amusement, or pleasure. For example,
Camping or beach visits.
ix. Active Tourism: It is conducted with a clear objective such as climbing a
mountain, touring around the world, or learning local culinary arts or
languages.
x. Sports Tourism: It is tourism for attending some sports event such as
World Cup Cricket Match, FIFA, or Olympics.
xi. Religious Tourism: It involves travelling to places of religious
significance such as Vaishno Devi in Jammu-Kashmir and Golden
Temple at Amritsar (India), Mecca in Saudi Arabia, Bethlehem, and other
such places.
xii. Health or Medical Tourism: It involves travelling to improve one‟s
health. It is with the objective of visiting weight-loss camps, naturopathy
centers, and health resorts. Adventure Tourism: It involves tourism for
adventurous activities such as rock climbing, bungee jumping, sky-
diving, hiking, horse-riding, surfing, rafting, or skiing.
1.6 Classification of hotels in tourism and hospitality industry
Classification of Hotels
The classification of hotel s can be upon the basis of the following factors:
Basis of Location
1. City Hotels – these hotels are generally located in the heart of the city
within a short distance from the business centers or shopping arcades.
Rates are normally high due to their location advantage. These are the

largest type of hotel s and cater primarily to the business travellers.
Guest amenities may include complimentary newspapers, morning
tea/coffee, free local telephone calls, personal computer and fax
machines. City hotel s are also known as Commercial Hotels or
Downtown Hotels
2. Motels – they are located on highways and provide facilities such as
individual car parking, car wash, refueling etc. These hotels are
comparatively of less budget.
3. Airport Hotels – these hotels are located near the airports and the
maximum guests are business travellers, airline passengers with
overnight travel or connecting flights and airline employees. Car pickups
and drops are provided to all the guests. Have sound wake-up calls,
linked to airport screened air traffic schedules for the passengers.
Duration of stay is mostly for only a few hours.
4. Resorts – these hotels are located at holidaying places mostly on islands,
sea beaches, hill stations etc. Mainly for relaxation of guests. Geared
towards families and couples. Duration of stay is longer.
5. Floating Hotels – the hotel s established on ships or luxury liners are
known as floating Hotels. They are located near water bodies or their
surfaces.
6. Boatels – the house boats which provide accommodation and food are
known as boatels.
7. Rotels – these are double decker buses for long cross country tours.
Passengers sit on ergo-planned seats on the lower floor and sleep on
second floor, fitted with tiered berths.
Basis of Size
1. Small Hotels – with 25 rooms or less.
2. Medium Hotels – with 25 to 100 rooms
3. Large Hotels – with 100 to 300 rooms
4. Mega Hotels – with more than 1000 rooms.

Basis of Levels of Service
1. Budget or Economy Hotels – provides the basic requirements of a guest
and comfortable and clean rooms for stay.
2. Mid-market hotels – provides comfortable guest rooms with all necessary
facilities and services.
3. Luxury hotels – offers world class service with restaurants, lounges,
concierge services, meeting rooms, dining facilities etc. The guest rooms
are well furnished and decorated. The prime target market for such
hotels are celebrities, business incentives, and high ranking political
figures.
Basis of the length of stay
1. Transit hotels – the hotel s where the guest stays for a maximum of 1 day
or less. The occupancy rates are very high. These hotels are normally
situated near the airports.
2. Residential hotels – the hotel s where the guests can stay for a minimum
period of 1 month even up to a year. The rent can be paid on monthly or
quarterly basis. They provide sitting rooms, bedrooms, and kitchen.
3. Semi-residential hotels – these hotels have features of both transit and
residential hotels.
Basis of theme
1. Heritage hotels – the hotels are monuments or forts or old buildings
converted into hotels. These hotels have their own history and give a
glimpse of their region. Traditional cuisine is served and culture is
showcased. Hotels which are more than 100 years or more old can also
be termed as heritage hotels.
2. Boutique hotels – these hotels have a specific décor and theme for their
guest rooms and areas
3. Ecotels – these hotels use only environment friendly materials in the
hotels.

4. Spa Hotels– these resorts provide therapeutic baths, health treatments
and massages along with other features of luxury hotels.
5. Casino Hotels –Hotels with 24 hours gambling facilities.
Basis of Target Market
Target Markets are the groups of people that an organization hopes to attract
as guests. The most common type of properties based on target market include
commercial, airport, suite, residential, resort, timeshare, condominium and
convention hotels. There are also several alternative types of lodging properties
that directly compete with hotels.
1. Commercial Hotels – Refer Categorization on the basis of location.
2. Airport Hotels – Refer Categorization on the basis of location.
3. Residential Hotels – guest stays for longer period of time in this hotel.
Rooms are attached with kitchen for cooking. Maintenance of these hotel
are carried by outsourced HK cost of living in this type of apartment is
very less because duration of the guest is for longer period of time almost
for one year. Eg these kinds of hotels are found near University
campuses, near colleges.
4. Resort Hotels – Refer Categorization on the basis of location.
5. Suite Hotels – These are similar to residential apartments but duration of
the stay is shorter. It is ideal for families who need a temporary
accommodation before moving to the apartments. Suites hotels also have
more facilities and services than residential hotels.
6. Timeshare Properties – Time share properties are a new concept of
ownership of holiday rooms. They are located at islands, hill stations,
beaches etc. People own the property for a specified period usually a
week to a fortnight. Owners book their time slot any time in the year.
7. Condominiums – Here the owner owns a unit which is an apartment in a
complex of several such accommodations. The occupant furnishes the
flat according to his/her taste and informs the owner the time he or she

will occupy the apartment. Condos have restricted entry to occupants
only. Occupants pays annual maintenance fee.
8. Convention Hotels – are especially generated to hold conventions. A
convention is an international or national event that brings large number
of people of a similar vocation together to learn latest development in
that field. This kind of hotel has more than 2000 guestrooms with large
meeting rooms, ball rooms, large registration areas, and spacious dining
halls for the guests.
Basis of ownership and affiliations
1. Independent Hotels: Independent hotels have no ownership or
management affiliation with other properties. They have no relationship
to other hotels regarding policies, procedures or financial obligations. A
typical example of an independent property is a family-owned and
operated hotel that is not required to confirm to any corporate policy.
2. The unique advantage of an independent hotel is its autonomy. Since
there is no need to maintain a particular image, the independent
operator can offer a level of service geared towards attracting specific
target market. An independent hotel, however, may no enjoy the broad
exposure or management insight of an affiliated property and does not
enjoy purchasing power of a chain.
3. Chain Hotels: Chains usually impose certain minimum standards, rules,
policies and procedures on their affiliations. In general, the more
centralized the organization, the stronger the control on the individual
property. Chains with less dominant central organization allow managers
to exercise more creativity and solve more problems on their own.
4. A chain is usually classified as operating under a management contract,
as a franchise or referral group.
5. Management Contract. Management companies are organization that
operates properties owned by other entities. These entities range from
individual business people and partnerships to large insurance

companies. Here‟s an example of how a management company might be
hired to run. A group of business people may decide that a hotel would
enhance a local business conditions. If the groups primary business
feasibility study was favorable, the group might attempt to obtain
financing to build the hotel. Many lending institutions, however, would
require professional hotel management – possibly chain affiliation –
before they would approve a loan. At this point the group can contract
with a professional management company to operate the proposed
property, probably on along term basis. Assuming the hotel management
company was acceptable to the lenders, a management contract would
be drawn up between the developers and the management company.
6. Under this type of contract, the owner or developer usually retains the
financial and legal responsibility for the property. The management
company usually operates the hotel, pays its expenses and in turn
receives an agreed upon fee from the owner or developer. After operating
expenses and management fees have been paid, any remain cash usually
goes to the owners, who may use this cash to pay debts, insurance, taxes
etc.
7. Some of today‟s best known hotels belong to franchise. They can be
found in most cities and towns, along interstates, and in resort areas.
Franchising is simply a method of distribution whereby on entity that
has developed a particular pattern or format for doing business.
Franchise organizations typically have set standards for designing, décor,
equipment and operating procedures to which all its properties must
adhere. This standardization is what enables franchise chains to expand
while maintaining a consistent, established product and level of service.
8. The franchisor usually provides the franchise with other reasons for
purchasing a franchise aside from a strong brand name. These include
national and international central reservation services, national
advertising campaigns, management training programs and central
purchasing services. Some franchises provide architectural, construction

and interior design services. Some of the better-known franchising
companies are Holiday Inn; Choice International (Quality Hotel s and
Inns); Ramada Inc.; and Days Inns.
9. Franchises are not necessarily right for all properties. Some properties
are so distant that belonging to a franchise system and conforming to a
set of a standard is perceived as harmful. For these operational a referral
group might be appropriate.
10. Referral groups – these consist of independent hotels which have
branded together for some common purpose. While each property in a
referral system is not an exact replica of the other, there is sufficient
consistency in the quality of service to satisfy guest expectations. Hotel s
within the groups refers their guest to other affiliations properties.
Through this approach, an independent hotel may gain a much broader
level of exposure. Best Western International-one of the largest hotel
system in the world is an example of a referral group.
Practical Session
Visit tourism facilities in Kabale and make a report

TOPIC TWO
HISTORICAL DEVELOPMENT OF TOURISM
2.1 Introduction to tourism development
Tourism is one of the world‟s fastest-growing industries and a major foreign
exchange and employment generation for many countries. It is one of the most
remarkable economic and social phenomena.
The world „tour‟ is derived from the Latin word tornus, meaning „a tool for
making a circle‟. Tourism may be defined as the movement of the people from
their normal place of residence to another place ( with the intention to return)
for a minimum period of twenty-four hours to a maximum of six months for the
sole purpose of leisure and pleasure.
According to WTO (1993) ” Tourism encompasses the activities of persons
traveling and staying in places outside their usual environment for not more
than one consecutive year for leisure, business, and other purposes.”
The Rome conference on tourism in 1963 defined tourism as „ a visit to a
country other than one‟s own or where one usually resides and works‟. This
definition, however, did not take into account domestic tourism, which has
become an important money-spinner and job generator for the hospitality
industry.
The UNWTO defines tourists as „ people who travel to and stay in place outside
their usual environment for not more than one consecutive year for leisure,
business and other purposes not related to the exercise of an activity
remunerated from within the place visited‟.
Nature of Tourism
Tourism as a socio-economic phenomenon comprises the activities and
experiences of tourists and visitors away from their home environment and

serviced by the travel and tourism industry and host destination. The sum total
of this activity experience and services can be seen as a tourism product.
The tourism system can be described in terms of supply and demand. Tourism
planning should strive for a balance between demands and supply. This
requires an understanding not only of market characteristics and trends but
also of the planning process to meet the market needs.
Often tourists from core generating markets are identified as the demand side;
the supply side includes all facilities, programmes, attraction, and land uses
designed and managed for the visitors. These supply-side factors may be under
the control of private enterprise, non-profit organizations, and government.
New and innovative forms of partnerships are also evolving to ensure the
sustainable development and management of tourism related resources.
The supply and demand side can be seen to be linked by flows of resources
such as capital, labor, goods and tourist expenditures into the destination, and
flows of marketing, promotion, tourist artifacts and experiences from the
destination back into the tourist generating region.
In addition, some tourist expenditures may leak back into the visitors
generating areas through repatriation of profits of foreign tourism investors and
payment for improved goods and services provided to tourists at the
destination. Transportation provides an important linkage both to and from the
destination.
For planning purposes, the major components that comprise the supply side
are:
 Various modes of transportation and other tourism-related
infrastructure.
 Tourist information.
 Marketing and promotion.
 The community of communities within the visitor‟s destination area.

 The political and institutional frameworks for enabling tourism.
The tourism system is both dynamic and complex due to many factors linked
to it and because of the existence of many sectors contributing to its success.
These factors and sectors are linked to the provision of the tourist experience
and generation of tourism revenue and markets.
The dynamic nature of tourism system makes it imperative to scan the external
and internal environment of the destinations on a regular basis so as to makes
changes when necessary to ensure a healthy and viable tourism industry.
Thus, it is now an accepted fact that tourism development can no longer work
in isolation of the environment and the local communities, nor can it ignore the
social and cultural consequences of tourism.
Tourism Products
A tourism/tourist product can be defined as the sum of the physical and
psychological satisfaction it provides to tourists, during their „traveling and
sojourn‟ en route at the destinations.
Since travel and tourism industry is an agglomeration of too many sectors that
promote travel related services. These sectors are referred to as travel vendors
and their services and goods are called „travel products‟. A tourism product
includes five main components such as physical plant, services, hospitality,
freedom of choice, and a sense of involvement. Thus, whatever the natural and
man-made resources, services brought about the consumption of tourists is
called tourism products.

Characteristics of Tourism Products
By now, you must have understood what a tourism product is. Now let us look
at some of its characteristics:-
1) Intangible: Tourism is an intangible product means tourism is such kind of
product which cannot be touched or seen and there is no transfer of
ownership, but the facilities are available for specified time and for a specified
use. For e.g. a room in the hotel is available for a specified time.
2) Psychological: The main motive to purchase tourism product is to satisfy
the psychological need after using the product, by getting experience while
interacting with a new environment. And experiences also motivate others to
purchase that product.
3) Highly Perishable: Tourism product is highly perishable in nature means
one cannot store the product for a long time. Production and consumption take
place while a tourist is available. If the product remains unused, the chances
are lost i.e. if tourists do not purchase it.
A travel agent or tourism operator who sells a tourism product cannot store it.
Production can only take place if the customer is actually present. And once
consumption begins, it cannot be stopped, interrupted or modified. If the
product remains unused, the chances are lost i.e. if tourists do not visit a
particular place, the opportunity at that time is lost. It is due to tourism reason
that heavy discount is offered by hotels and transport generating organizations
during the offseason.
4) Composite Product: Tourist product is a combination of different products.
It has not a single entity in itself. In the experience of a visit to a particular
place, various service providers contribute like transportation. The tourist
product cannot be provided by a single enterprise, unlike a manufactured
product.

The tourist product covers the complete experience of a visit to a particular
place. And many providers contribute to the tourism experience. For instance,
airline supplies seats, a hotel provides rooms and restaurants, travel agents
make bookings for stay and sightseeing, etc.
5) Unstable Demand: Tourism demand is influenced by seasonal, economic
political, and other factors. There are certain times of the year that see greater
demand than others. At these times there is a greater strain on services like
hotel bookings, employment, and the transport system, etc.
2.2 Importances of tourism and hospitality industry
POSITIVE
i. Provides employment opportunities to people like tour guides at Pian-Upe
and Bokora wildlife reserves in Moroto leading to improved standards of
living.
ii. Source of revenue to the government through taxes paid by service
providers and tour companies in areas like Queen Elizabeth national
park leading to provision of social services.
iii. Source of foreign exchange through entrance and accomodation fees paid
by foreign tourists visiting Bwindi impenetrable national park and Queen
Elizabeth national park used to develop other sectors.
iv. Promotion of international cooperation between Uganda and other
countries like Kenya that send tourists to visit areas like Uganda Martyrs
shrine at Namugongo and Bwindi impenetrable national park.
v. Encourage development of infrastructure in form of roads such as
Kabale-Kanungu road linking Bwindi impenetrable forest in Kanungu.
vi. Tourism has provided the best alternative use of marginal lands with low
and unreliable rainfall e.g Kidepo Valley national park in Kaabong and
Lake Mburo NP in Kiruhura.

vii. Provides a ready market for other sectors like agricultural products such
as food stuffs, art and crafts demanded by tourists in areas like the
source of the Nile and Murchison Falls NP.
viii. Tourism has encouraged preservation of traditional cultures such as
circumcision ritual among the Bagishu in Mbale and traditional dances
like the Nankase dance among the Baganda in Kampala.
ix. Tourism has encouraged conservation of wildlife through gazetting
national parks like Queen Elizabeth and forest reserves like Bwindi
impenetrable forest to act as tourist attractions.
x. Development of urban centres with associated advantages like social
services for example Kasese has developed due to tourist activities on
mountain Rwenzori and Queen Elizabeth national park.
xi. Promotion of economic diversification thereby reducing over reliance on a
few sectors like agriculture and tourism.
xii. Acquisition of skills through on-job training of tourist workers in areas
like Queen Elizabeth national park in animal management skills.
xiii. Tourism has increased the popularity of Uganda through foreign tourists
who visit tourist sites such as Uganda Martyrs shrine at Namugongo in
Wakiso.
NEGATIVE
i. Displacement of people in order to set up wildlife conservation areas for
tourism for example Lake Mburo NP leading to homelessness
ii. Dangerous wild animals in some tourist areas such as lions at Queen
Elizabeth national park threaten people's lives.
iii. Over grazing by the large number of wild animals such as zebras, giraffes
and elephants at Kidepo Valley and Murchison falls NP leading to
destruction of vegetation.
iv. Profit repatriation by foreign owned service providers in tourist sites like
Bwindi impenetrable national park and Murchison Falls NP leading to
loss of capital for investment.

v. Increase in the cost of living in tourist sites flocked by foreign tourists
like the Source of the Nile and Bwindi Impenetrable national park.
vi. Development of urban centres such as Kasese with associated problems
like congestion, pollution in tourist sites like mountain Rwenzori and
Lake Katwe.
vii. Tourism has led to smuggling of some rare animal species such as
chimpanzees and parrots at Bwindi impenetrable national park.
viii. Tourism is associated with high maintenance costs of tourist sites such
as Kidepo Valley NP and Uganda Martyrs shrine at Namugongo which
increases government expenditure.
ix. Tourism has led to competition for resources such as labour and land
with other sectors like agriculture and mining around tourist sites like
Murchison Falls and Queen Elizabeth national parks.
x. Tourism has led to regional imbalance in development since areas with
many tourist sites such as Kasese having Queen Elizabeth national park,
mountain Rwenzori and Lake Katwe have developed at a faster rate than
other areas.
2.3 Factors that have led to the development of the tourism industry
Environment at Destination Tourism is in its best form when the destination
boasts of conducive climate. In contrast, any undesired changes in the
environment such as high winds, flash floods, drought, and extreme climate
can affect tourism adversely. For example, during harsh summer months in
India, people prefer to travel to colder climate regions like hill stations.
Economy of the Country When a country is undergoing economic turbulence
and when people are facing unemployment issues, tourism is affected
adversely. On the contrary, when a country‟s economy is doing well and people
can afford to spend money on leisure, tourism progresses.

Historical or Cultural Importance of Destination The place or destination of
travel affects the tourism business to a great extent. If the destination is of
great historical or cultural significance then tourists will certainly like to visit
the place for seeing monuments, castles, forts, ancient architecture,
sculptures, caves, antic paintings and utensils, clothes, weapons, ornaments,
and other allied heritage. For example, the world famous places of historical
and cultural importance are Taj Mahal (India), Pyramids of Gaza (Egypt), Began
City (Burma), Acropolis (Athens, Greece).
Research Importance of Destination There are tourists who visit places with
the objective of studies and exploration. Need for research promotes tourism.
Archeologists, Geologists, Oceanographers, Biologists and Zoologists,
Architects, and People researching Arts and Cultures seek places that have
great significance in the field of research.
Religious Importance of Destination The places of religious importance or
worship are always flooded with tourists. At these places, tourism is at its peak
at particular time periods in a year. The tourists often go on pilgrimage to find
inner peace and invoke blessings of the deities they worship and to cleanse
their sins before death. For example, Mecca, Bethlehem, Kashi.
Technology Internet has penetrated to almost every corner of the world.
Tourists are enjoying the benefits of Internet. While planning a tour, the
tourists try to get the idea about the places they are going to visit, the quality of
amenities and services, and the attractions at the destination. After visiting a
destination, the experienced tourists share their opinions on various platforms
of the Internet. Thus, the reviews of experienced tourists shared on the internet
work as guidelines for the following tourists. Hence, just like a double-edged
sword, the Internet can boost as well as bring down the tourism business.

2.4 Problems affecting the tourism and hospitality industry
i. Inadequate capital limits maintenance and rehabilitation of tourist sites
like Nyero rock paintings and Kasubi tombs.
ii. Stiff competition from other countries like Kenya and Tanzania that have
similar attractions reduces tourist arrivals in national parks like
Murchison Falls and Queen Elizabeth.
iii. Poaching of wild animals like elephants at Murchison falls NP for ivory
and hippos at Kazinga channel for meat, hunting and poisoning of lions
e.g at Ishasha sector at Queen Elizabeth NP reduces the number of wild
animals.
iv. Encroachment on wildlife conservation areas in form of forest reserves
like mountain Elgon forest and game parks like Queen Elizabeth national
park leading to destruction of wildlife
v. Under developed transport network in form of roads in a poor state limit
movement of tourists to and from tourist sites like Kidepo Valley NP,
Pian-Upe wildlife reserve.
vi. Inadequate skilled labour leading to mismanagement of tourist facilities
in areas like mountain Rwenzori and Lake Mburo national park.
vii. Under developed accomodation facilities in tourist sites like Kidepo Valley
NP discourages inflow of tourists.
viii. Inadequate advertising of tourist sites like Amabere Ga Nyina Mwiru in
Kabarole and Fort Patiko reduces tourist arrivals.
ix. Climate change has led to prolonged drought and drying up if grazing
pastures for wild animals at Murchison falls and Kidepo Valley national
parks.
x. Wild fires/fire outbreaks leading to destruction of wild animals and
plants in areas like Bokora and Matheniko wildlife reserves.
xi. Hostility of some tribes like the Karamojong discourages tourists from
visiting tourist sites such as Kidepo Valley NP and Pian-Upe wildlife
reserve.

xii. Language barrier limits effective communication between foreign tourists
and local population in tourist sites like Bwindi impenetrable national
and Murchison Falls national parks.
xiii. Presence of many diseases like malaria, outbreak of ebola, Covid19
pandemic discourages tourists from visiting tourist sites like Bwindi
impenetrable national and Semliki national parks.
xiv. Corruption and embezzlement of funds leading to loss of capital for
maintenance of tourist areas like Queen Elizabeth national park and
Uganda Museum.
xv. Unfavourable government policy of allocating little funds to the tourist
sector limits maintenance works in tourist sites like Kidepo Valley NP
Ngamba island sanctuary in Mukono.
xvi. The land lockedness of Uganda has made it costly to access by foreign
tourists leading to a few tourist arrivals in tourist sites like Queen
Elizabeth national park.
xvii. Seasonality of tourists especially from western countries leading to
fluctuation in incomes in areas like Queen Elizabeth national park and
mountain Rwenzori.
xviii. Shortage of land limits expansion of tourist facilities in areas like Lake
Mburo and Bwindi Impenetrable national parks.
xix. High levels of poverty among Ugandans limit domestic tourism in tourist
sites like Maramagambo forest and Entebbe Botanical gardens.
xx. Limited tour and travel companies discourages tourists from visiting
areas like Budongo forest, rift valley areas like Butiaba and Kichwamba.
xxi. Inadequate research limits development of new tourist activities in areas
like lake Victoria and Murchison Falls NP.
xxii. Low levels of technology limits effective advertisement and construction
of modern tourist handling facilities in tourist sites like Kidepo Valley
national park.

2.5 Solutions to the above problems
i. Improving transport routes through constructing and rehabilitating
roads and Entebbe airport to ease movement of tourists to and from
tourist sites like Bwindi Impenetrable national park.
ii. Training of more manpower like language interpreters and tour guides to
work in tourist sites like Kidepo Valley national park and mountain
Rwenzori.
iii. Improving security by deploying security forces in tourist sites like
Bwindi Impenetrable national park and mountain Rwenzori.
iv. Demarcation of national park and forest boundaries to reduce
encroachment of tourist sites like mountain Elgon forest and Queen
Elizabeth national park.
v. Intensive advertising of tourist potentials such as gorillas at Bwindi
Impenetrable national park and flamingos at lake Munyanyange through
Internet, televisions etc to attract more tourists.
vi. Establishing tourist organisations like Uganda Wildlife Authority,
Uganda Tourism Board to supervise or monitor and promote tourist sites
such as Murchison Falls NP and mountain Rwenzori.
vii. Teaching of foreign languages like German, French and Chinese in
Ugandan schools to facilitate communication between foreign tourists
and the local population in areas like Queen Elizabeth national park.
viii. Establishing strict laws against encroachment and poaching in national
parks such as Kidepo Valley and Murchison Falls.
ix. Eviction of encroachers from forest reserves like mountain Elgon and
national parks like Queen Elizabeth to conserve wildlife for tourism.
x. Charging low entry fees on local tourists to increase domestic tourism in
tourist sites like Uganda Wildlife Education Centre in Entebbe and Lake
Mburo national park.
xi. Sensitising local communities against encroachment and poaching in
national parks like Queen Elizabeth and Bwindi Impenetrable.

xii. Fighting corruption through anti-corruption court and parliamentary
accounts committee to encourage transparency in management and use
of funds in national parks like Murchison Falls and Queen Elizabeth.
xiii. Improving accommodation facilities through constructing modern hotels
like Serena and Lodges like Mweya Safari lodge in Queen Elizabeth
national park to attract more tourists.
xiv. Setting up modern health facilities like Mulago hospital to provide
medical assistance to tourists in areas like Uganda Martyrs shrine at
Namugongo in Wakiso.
xv. Borrowing capital in form of loans from commercial banks to invest in
tourist facilities in tourist sites like Kibale national park.
xvi. Adopting favourable government policies such as reduction of taxes and
tax holidays to tour companies operating at Queen Elizabeth and
mountain Rwenzori national parks so as to increase profitability of the
sector.
xvii. Diversifying tourist activities to reduce competition from neighbouring
countries e.g through bird watching at Lake Mburo NP and chimpanzee
viewing at Ngamba island on Lake Victoria
Practical Session
Make and sell products to tourists, for example art and crafts, traditional attire

TOPIC THREE
TOURISM ATTRACTIONS
3.1 Definition
1. A national park is a large tract of land in their natural state established by
an Act of Parliament to protect the natural and scenic beauty for the public.
NB. Hunting is strictly not allowed within the national park.
2. Wildlife reserve. Areas gazetted by the law of the state where wildlife is set
aside for future use/development. Wildlife reserves are mainly turned into
national parks. Wildlife reserves are also used to prevent over stocking in
national parks by transferring excess wild animals from national parks to
wildlife reserves.
3. Wildlife sanctuary. These are areas gazetted by the state to prevent wildlife
which are rare, endangered and nearing extinction.
4. Zoo. A place where various animal species are kept and provided with
similar conditions existing in their natural habitats for public viewing and
research. The animal species are always caged and provided with the same
conditions prevailing in their natural habitat.
5. Community Wildlife Areas. An area where hunting of certain animals is
allowed but limited. In this case hunters are given permits/licenses to operate.
3.2 Tourism attractions in Uganda and East Africa
i. Wildlife comprising of wild animals like mountain gorillas at Bwindi
impenetrable national park in Kanungu, tree climbing lions at Queen
Elizabeth's NP Ishasha sector and natural vegetation such as tropical
rain forests like Budongo in Masindi and Bugoma in Hoima.
ii. Relief features such as mountains like Rwenzori and the Western rift
valley.

iii. Drainage features such as lakes like Victoria and rivers like the Nile.
iv. Climate such as the warm tropical climate with plentiful sunshine in
areas like Wakiso, Mukono and Jinja.
v. The equator for example at Kayabwe in Mpigi and Kikorongo in Kasese.
vi. Historical sites such as museums like the Uganda Museum in Kampala,
Kasubi tombs in Kampala, Nyero rock paintings in Kumi , Bigo Bya
Mugenyi in Sembabule, Fort Patiko in Gulu, Mparo Royal tombs in
Hoima
vii. Cultural heritage such as traditional dances like Kadodi among the
Bagishu in Mbale and Larakaraka dance among the Acholi in Gulu.
3.3 Problems affecting Tourism attraction
i. Land shortage/competition from other land used like oil mining in Queen
Elizabeth national park
ii. Diseases such as anthrax attack and kill buffalos at Murchison falls
national park.
iii. Encroachment on wildlife areas such as Bwindi Impenetrable national
park and Mt Elgon forest due to population pressure.
iv. Poaching of wild animals like elephants at Murchison falls and Queen
Elizabeth leading to loss of wild animals
v. Vermines/problematic animals which are harmful to humans and
destroy crops e.g lions at Queen Elizabeth national Park, baboons at
Busitema.
vi. Remoteness leading to inaccessibility/underdeveloped transport and
communication in terms of roads connecting areas like Kidepo Valley
national park.
vii. Pollution of water leading to death of animals conserved e.g at Kazinga
channel.
viii. Harsh climatic conditions like prolonged drought lead to drying of
pasture and water sources for wild animals e.g at Kidepo Valley national
park and Pian-Upe wildlife reserve in Moroto.

ix. Weak enforcement of wildlife Acts by the government leads to persistent
poaching and encroachment in areas like Queen Elizabeth national park.
x. Wildlife trafficking/smuggling for example chimpanzees from Bwindi
Impenetrable national park leading to loss of wild animals.
xi. Over grazing/over harvesting by herbivores like elephants, giraffes and
zebras at Kidepo Valley national park reduce grazing pasture for wild
animals.
xii. Limited technology related to wildlife conservation tags and chips/animal
tracking devices at Lake Mburo and Murchison Falls national parks.
xiii. Illiteracy/ignorance by local communities about the benefits of wildlife
conservation encourages poaching in areas like Kidepo Valley and
Semliki national parks.
xiv. Limited research hinders development of anti-poaching measures in
areas like mountain Elgon national park.
xv. Bush fires especially by communities leading to destruction of plant and
animal life conserved in areas like Katonga wildlife reserve and
Morungole forest.
xvi. Limited skilled labour such as game rangers and game wardens limit
monitoring of national parks like Murchison Falls NP against poachers.
xvii. Insecurity/political instability in areas like mountain Rwenzori forest
interfere with effective conservation efforts.
xviii. Invasive species which are unpalatable e.g acacia, senna, cassia,
mulberry encroach on grazing areas of wild animals reducing grazing
ground in areas like Murchison Falls and Queen Elizabeth national
parks.

3.4 Law enforcement on tourism attraction by government
3.5 Conservation of tourism attractions
Wildlife conservation refers to the protection and sustainable use of flora and
fauna in its natural environment. Wildlife refers to fauna and flora in their
natural setting/environment.
Areas where Wildlife is conserved in Uganda
i. National parks ( formerly game parks) such as Murchison falls in
Masindi, Queen Elizabeth in Kasese, Kibale NP in Kabarole and Kibale
ii. Wildlife reserves (formerly game reserves) such as Bukungu in Masindi,
Ajai in Arua, Matheniko, Bokora corridor and Pian-Upe in Moroto,
Katonga in Ibanda and Kamwenge, Kigezi in Rukungiri, Toro and
Karuma in Kiryandongo,
iii. Wildlife sanctuaries such as Ngamba island on Lake Victoria in Mukono
for orphaned chimpanzees rescued from poachers by UWA, Ziwa Rhino
Sanctuary in Nakasongola, Mount Kei for white rhinos in Koboko and
Mount Otze for white rhinos in Moyo.
iv. Community Wildlife Areas (formerly controlled hunting areas) e.g Kaiso-
Tonya in Hoima, Iriri located at Bokora in Moroto, Lipan in Kitgum, East
and West Madi in Madi Okollo.
v. Zoos for example Uganda Wildlife Education Centre in Entebbe.
vi. Forest reserves e.g Mabira, Bwindi Impenetrable
vii. Wetlands especially Ramsar sites e.g Nabajjuzi, Mpologoma, Nabugabo,
Lake George, Nakuwa in Kaliro, Musambwa island, lake Opeta.
viii. Water bodies such as lakes Victoria, Kyoga, George, Albert, rivers Nile,
Katonga etc
Practical Session
Plant trees in and around the college

TOPIC FOUR
FRONT DESK IN TOURISM AND HOSPITALITY
4.1 Definitions
1. Front Office Operations
The front office is the nerve centre or hub of a hotel. It is the department that
makes the first and last impression on the guests, and the place that guests
approach for information and service throughout their stays.
The three main functions of the front office are as follows:
i. Selling rooms;
ii. Maintaining balanced guest accounts; and
iii. Providing services and information to guests.

4.2 The work of the reception
The work of the reception is as follows
i. Greeting the guest;
ii. Providing information and promoting hotel facilities and services to
guests;
iii. Checking in the guest;
iv. Maintaining guest account;
v. Checking out the guest;
vi. Administering the safe deposit system of the hotel; and
vii. Providing foreign currency exchange service to guest.
viii. issue room keys and direct guests to their rooms
ix. maintain clear and accurate records of guest room bookings
x. compute all guest billings, accurately post charges to guest rooms and
house accounts
xi. receive and transmit messages for guests
xii. retrieve mail, packages and documents such as faxes for guests
xiii. listen and respond to guest queries and requests both in-person and by
phone
xiv. provide accurate information about local attractions and services
xv. liaise with necessary staff including housekeeping and maintenance to
address any problems or complaints made by guests
xvi. complete and maintain any incident reports, daily activity reports or other
reports requested by management
xvii. manage conference room bookings and scheduling
xviii. close guest accounts and check guests out
xix. review accounts and charges with guests during the check-out process
xx. process accurate payment of guest accounts
xxi. inform housekeeping when rooms have been vacated and are ready for
cleaning
xxii. monitor visitors to the hotel
xxiii. enforce rules and policies of the hotel

xxiv. maintain a neat and orderly front desk and reception area
4.3 Qualities of a receptionist
Neat and professional appearance
The lobby may be the first thing a hotel guest sees when checking in, but the front desk
agent is the first person he or she meets. These professionals are basically the face of
the establishment, and employers are looking for individuals who will take pride in this
role and the representation of their brand.
Although this may look different than it did prior to the pandemic. Guests will need to
see front desk staff cleaning the reception desk area between each interaction, as well
as sanitizing their hands and wearing a mask.
Speak multiple languages
Whether you’re working the desk at a hotel in New York City or Jackson Hole, you’re
likely to encounter visitors from all over the world. While being multilingual isn’t required
for front desk positions at most hotels, it is a skill many employers values. If you’re
proficient in more than one language, make sure you mention this on your resume.
Lift and carry 30 to 50 pounds
Normally, hotel porters help guests get their luggage to and from their vehicles, taxis,
and their rooms. Even front desk agents may occasionally need to assist a visitor with a
heavy bag or package. Though not all employers require candidates to regularly lift and
carry large loads, the ability to do so will be seen as an asset by many. This will most
likely be put on hold until further notice but may become common again after the
pandemic passes.
Problem-solving skills
Even the best hotel has disappointed guests from time to time. For this reason,
employers want to hire front desk professionals who can think on their feet and solve

problems as they arise. Oftentimes, prompt and courteous responses to a complaint
can turn a potentially bad review into a good one—preserving a hotel’s valuable
reputation.
Stamina to stand for long periods
You won’t be spending much time sitting down if you’re working as a front desk agent,
porter, or concierge. For most of your day, you’ll need to be on your feet and assisting
guests with checking in and checking out, transporting luggage, and other activities.
Sure, you can wear comfortable (neat and professional) shoes, but you’ll need tireless
leg and core muscles as well.
Ability to stay calm under pressure
While it would be nice if you only needed to focus on one thing at a time, most jobs
for front desk professionals require multitasking in a fast-paced environment. At any
given moment, you may need to answer the phone, greet a guest, sign for a package,
and process a credit card transaction simultaneously. Employers look for candidates
who can do so without losing their cool.
Organized and detail-oriented
All that multitasking can lead to piles of paper and plenty of mistakes if you’re not also
organized and detail-oriented. If you want to work at the front desk, you should be able
to keep track of your progress on multiple tasks, maintain a neat and tidy workspace,
and complete complex processes and procedures without errors.
Strong interpersonal skills
It takes a team to run a hotel, and you might not always see eye to eye with everyone
on it. If you’re applying for a front desk position, make sure the employer knows that you
are skilled at functioning on a team and getting along with a variety of different people.

Able to work a flexible schedule
Hotels and resorts are 24/7 businesses. Guests come and go at all hours, and someone
needs to be at the front desk to help them. For the best chance at a front desk job, offer
to work whatever schedule is needed—be that early mornings, late nights, weekends
and/or holidays.
Guest service
Without guests, a hotel cannot stay in business. For this reason, guest service is the
third most in-demand skill mentioned in front desk job postings on Hcareers. It includes
being pleasant and friendly, working efficiently and accurately, solving problems, and
anything else necessary to ensure a pleasant experience for hotel customers. Although
there may be fewer personal interactions for some time, the front desk staff will still be
the first person guests will turn to for help.
Effective written and verbal communication
From responding to guest emails to writing down directions to local attractions, there are
many front desk duties that require the ability to effectively communicate in written or
verbal form. If you’re after a front desk job, you need to demonstrate this skill from your
first contact with the employer (resume) to the last (interview).
Computer literacy
If you don’t know your way around the Microsoft Office suite of software programs,
you’re going to have difficulty landing a front desk job. Nearly every posted position
mentions basic computer skills, and some have even more detailed requirements.
Candidates with experience using hotel property management software are going to
have the most luck securing available jobs.
Some front desk staff duties will be changing as we move through different reopening
phases of the pandemic, so you may have less interaction with guests, need to disinfect
surfaces more often, and potentially use more technology for the check-in/check-out
process than before. The core skills will still be important in making the guests feel safe.

Positive Attitude
Whether over the phone or in person, the receptionist's attitude comes through loud
and clear. It's been said that callers can tell when a person is smiling over the phone,
and they can surely tell when she is not. A receptionist's positive attitude tells potential
and current customers that the business is interested in them and their needs.
Organizational Ability
An organized receptionist makes everyone's job easier. She knows where to find the
documents, files and phone numbers her boss, co-workers and customers need. A
receptionist must also be able to work independently, keep herself on track and
accomplish her tasks without direct supervision. The ability to prioritize is essential, as
the nature of the job requires frequent multi-tasking. In addition to answering the
phone and taking messages, a receptionist must type correspondence, respond to
company email and answer questions from people on the phone and in person.
Consistent Dependability
When the phone goes unanswered during normal business hours, or a line of
impatient customers waits in front of the empty reception desk, it reflects poorly on the
business. A receptionist is counted on to be at the desk on time in the morning, be
prompt returning from lunch, answer correspondence quickly and give accurate,
reliable information about the company to all inquiries.
Good Listening Skills
Taking the time to listen is essential to the receptionist's role. Good receptionists listen
closely as clients are talking so they can be efficient in solving their problems or
answering their questions. Through active listening, she can connect visitors and
clients with the right department or personnel quickly. It's also an ideal way to learn
new skills quickly and advance in her career.
Professionalism and Integrity
Because she is directly involved with the daily workings of a company, the secretary
often sees private information and shows discretion and integrity not to share
confidential information with the wrong parties. This sensitive information can include
medical records, salary numbers and meeting notes. She demonstrates to her

supervisors that she can handle sensitive information and be trusted to practice
professionalism at all times.
Courtesy and Cooperation
Often the first person a customer meets, the secretary greets clients with a polite and
friendly disposition. She maintains a courteous demeanor even when dealing with
disgruntled clients or demanding bosses. The secretary interacts with nearly everyone
in the company and strives to cooperate with employees at all levels. Some
secretaries work in tense and high-stress environments and must maintain a cool
head and work well under pressure. Because the secretary is typically the hub of the
company, she should be willing and able to help everyone, even looking for
opportunities to step in and assist with a project or fix a problem.
Dependability and Flexibility
A secretary must be dependable and reliable to fulfill her job duties and serve her
supervisors and the company’s customers. The secretary’s schedule looks different
each day. According to O*Net Online, in 2014, 58 percent of secretaries said they had
“a lot of freedom” when it came to their workday structure. She should be flexible to
deal with changes and problems that come up unexpectedly.
Polite
A receptionist must be polite and respectful in her communication with clients. This
should be her default personality, not one she has to work to demonstrate. Even if a
client is rude or insensitive, the receptionist works through the situation with a positive
attitude to resolve the client's issue.
Culturally Competent
A receptionist should be aware of cultural differences and respond respectfully to
people of all cultures, racial and ethnic backgrounds, religions, classes and
languages. A receptionist should strive to treat all people equally.
Flexible
A receptionist must have a flexible nature. In business environments, a receptionist
may have to deal with multiple tasks at once, or she may receive a challenging
request. The flexibility to handle fast-paced and sometimes unpredictable situations in
a necessary quality.

Patient
A receptionist exhibits patience. She may encounter clients or co-workers who are
frustrated or who are unsure of who they need to see or what they need to do. The
receptionist questions the clients in a polite, professional manner to find out how she
can assist them. A receptionist may encounter peak times when she is unable to take
a break at her normally scheduled time. She must have the patience to wait for a lull in
activity before going on break.
Trustworthy
Receptionists may handle sensitive information, such as accepting packages with
confidential information, taking important messages or handling money. She must be
trustworthy so that her boss, co-workers and clients of the business are comfortable
that she will handle their requests and items professionally.
4.4 Reservations
The word reservation is described as reserving or blocking a specific room for a guest for a
certain period of time which is made as per the request made by the guest while booking.
For a guest, reserving a room in advance increases the chances to a great extent to get a
nice deal and they will be assured of room on arrival.
Reservation is the process of booking which is done between two parties i.e. one is a guest
and another one is hotel reservation staff. A reservation process is an act where guests
make a call to reserve a room in a hotel for a specific day.
Reservations/bookings deal with acquiring a room at a hotel. When a reservation
request is accepted, the details of the room reservation such as guest name(s), staying
period, room type and rate, method of payment, guest contact information and special
requests will be recorded on a reservation form.
It is common practice for hotels to overbook during peak season in order to ensure full
occupancy as some guests are likely not to show up. Overbooking refers to a situation
when the hotel takes more reservations than the number of its rooms to
accommodate. Usually, reservations clerk will request guests to guarantee their
booking during peak season.

For guaranteed reservation, hotel will hold the room for the guest overnight or during
the guaranteed period as the guest has prepaid for the room and no refund will be
given if the guest does not show up.
By contrast, a non-guaranteed reservation means that the hotel will hold the room
until a stated cancellation time, normally up to 6 p.m. on the arrival date and then
release the room for sale if the guest does not arrive.
4.5 Advantages and disadvantages of reservations
Advantages
i. Reservation is very important for hotel as it gives the hotel time to plan the activity and action
for a guest who would arrive to hotel, hotel can look for a right room which matches the
requirement of the guest, which must be suitable according to guest need. Necessary
arrangements like cleaning of room, special arrangements like flowers, slippers etc can be done
in advance
ii. Hotel can forecast future revenue that would be generated and can take necessary action for
improvement as well so as to maximize revenue.
iii. Hotel can schedule their staff needs more accurately to avoid any chaos due to inadequate staff
availability at time.
iv. Provides customers for other department. Approximately 70% of total room revenue comes
from reservation. Thus, it shows the importance of reservation.
v. When a guest books the room in advance he/she is sure that when he/she will reach the hotel,
there would be no disappointment of not finding a room available at the hotel. Assurance of
accommodation is always there.
vi. The guest can have a Choice in the type of accommodation.
Disadvantages
1. Uncertainty
Since the booking is done virtually, doubts and uneasiness regarding the authenticity always
remains an issue. The photos of rooms might not be accurate, or the services mentioned on the site
might not be available. It also creates doubt whether the uploaded information is up to date or not.

There is difference between talking to people at call centres from different countries and having one
on one conversation with the hotel staff. Sometimes misguided terms and conditions also create
errors and misunderstandings.
In some cases, regarding the aspect of money, the travel agencies include commission in the room
rates which escalates the price. Also, fake websites and chances of cyber crimes, as well as losing
money, is always an issue. Basically booking through Online Travel Agencies does create
uncertainties.
2. Internet requirement
It is necessary to have an internet connection on the side of the customer and the hotel to complete
the process of booking. In some areas on the city outskirts, there might be good hotels present that
do not have an internet presence on online travel agencies due to net related issues and people
eventually might miss out on some good places to stay. The most accurate reviews can be received
only through real research and conversation rather than virtual. Sometimes, mis- booking also
occurs, which creates issues of money transfer and loss. Using online agencies is a difficult task for
senior citizens who cannot handle digital instructions very well. Thus, the requirement of an internet
connection limits the prospects of finding the best hotel possible.
3. Less empathy and personal touch
Travel agencies have decreased prices for stay but do not ensure personalized choices and special
services. The stay will be robotic and monotonous. No personal preferences regarding the choice of
room location, size of room or extra amenities or time and date changes will be entertained. All these
facilities are ensured when booking directly through the hotel. Also, if a particular date, time and
location that has been entered turns out to be wrong, it will take a lot of time and effort to rectify it.
On the other hand, if booked through the hotel directly, the mistake can be corrected in seconds.
5. No multiple benefits
Booking through travel agencies doesn’t allow earning loyalty points. Hotels organize loyalty
programs for members from time to time, which include bonus point earnings. Special members sale
is also out of bounds. A direct booking offers such privileges
4.6 Procedures of making bookings or reservations
6 Stages Of Reservation Process in Hotel Industry
1. Identification of the sources of
business:

The hotel normally identifies two major sources of business: Free
Independent Travellers (FIT) and associated Travellers
(Groups). The FIT component is simply a non-group affiliate
seeking overnight accommodations. Regardless of whether a
request is made by an individual, a family or a collection of friends,
a request may still be termed as FIT reservation if it meets certain
qualifications.
When meeting groups, convention groups, and the like are
seeking guest room space in the hotel, these types of requests are
referred to as group reservations. The groups are differentiated
from the FIT reservations based on 1.) Whether a group coordinator
is involved 2.) Whether the group will pick up some or all of its
member’s charges 3.) Whether special room rates, services
and/or room types apply.
Group reservations typically require that a block of rooms
(allocation) be initially reserved for the group with a
specific rooming list following at a later date. It should be noted that
if a group does not have all of its blocked rooms booked by a
reasonable date, most hotels will release the uncommitted rooms
from the group’s block. FIT reservations, however usually allow for
both blocking and booking to take place simultaneously. Regardless
of its source of business, a reservation request begins the hotel’s
reservation process read more about different source of reservation.
2. Communication with the Hotel:
There are numerous ways a hotel can learn about the guest’s
request for available space. The potential guest can connect with
the hotel via a telephone, email, online, Social Media, other devices

or referral systems may all become important, communication links
between the sources of business and the hotel property.
It is important that the potential customer be aware of how to
contact the hotel in order for lodging management to maximise
guest room sales. A property receives reservation inquiries in a
variety of ways. The reservation request may be made in person,
over a telephone, in a mail, via facsimile or telex, though the
internet or online, social media, mobile apps, instant messaging
systems (Whatsapp, Telegram, Facebook Messenger) through
a central reservation system, global distribution system or through
an inter sell agency.
3. Formulation of the reservation request:
Once a hotel is contacted by a guest about reserving space its staff
must intelligently formulate the reservation request and complete a
reservation record. The reservation record is the permanent file
form used to store all the information pertinent to a specific
reservation or in current era creating a computerised reservation
record in the hotel management software or PMS.
In formulating the reservation request, the three most important
factors are a) the expected date of arrival and departure b) the
desired room type c) the number of rooms needed. Using this
information the hotel staff can search the room availability file via
the designated arrival date. If the date is not closed the reservation
agent proceeds by checking room type and the number of rooms
available.
Along with this preliminary data, a reservation record will usually be
judged complete when it includes the following information:
 Guest’s Profile Data.
 Guest’s group/company affiliation.
 Arrival date and time and departure date.
 The number of nights.
 Number of Pax.
 Room type requested.

 The number of rooms required.
 Type of bed.
 Rate quoted / Rate Code.
 Date reservation received
 Reservation Status.
 Billing Instruction
 Pickup Details.
 Any other Details or special remarks.
 Source Code
 Market Code
4. Reservation Acceptance:
A reservation can either be accepted or denied or turned away
based on the availability of rooms in the day(s) in question. An
acceptance would lead the receptionist into the confirmation phase,
while a denial or turn away could cause a series of other options to
be exercised like for example recording the turn away reason etc..
5. Confirmation notification:
The acceptance of the reservation is followed by a notification
confirming the blocking of a room or group of rooms. The
reservation confirmation is sent to the booker or guest by email,
fax, SMS, social media or online chat (Instant messenger).
The confirmation establishes :
 A check on the entered reservation request data and
satisfaction of the reservation request.
 An agreement of room rates.
 An agreement of method of payment.
 A statement of the hotel’s cancellation procedure.
6. Modification and pre-arrival activity:
Once the reservation has been accepted and confirmed many
changes to reservation record can occur prior to the guest’s arrival.
Changes in the arrival or departure dates, number of rooms

required, adding pickup details, reconfirmation, updating
deposit status, number of pax and outright cancellations are
examples of common pre-arrival activities. Any time a change in a
reservation record is required, the reservation record must be pulled
and updated according to the guest request to keep the reservation-
related data up to date.
Also searching and retrieving the correct reservation record for any
modification and cancellation request is crucial to an effective
reservation process. Also. while processing the cancellation below
details need to be updated on the reservation record for any future
reference.
 Caller Name.
 Caller contact details.
 Reason for Cancellation.
 Cancellation reference number.
 Date of Cancellation (Recorded automatically by the hotel
software or enter manually).
 User or Reservation Agent Name Who processed the
cancellation (Recorded automatically by the hotel software or
enter manually).
4.7 Types of reservation
There are numerous ways a hotel can learn about the guest’s
request for available space. The potential guest can connect with
the hotel via a telephone, email, online, Social Media, other devices
or referral systems may all become important communication links
between the sources of business and the hotel property. Such a
source of business aka 'Source Codes' is tagged with
each reservation record for statistical and forecasting purpose.
It is important that the potential customer be aware of how to
contact the hotel in order for lodging management to maximise
guest room sales. A property receives reservation inquiries in a
variety of ways. The reservation request may be made in person,
over a telephone, in a mail, via facsimile or telex, though the
internet or online, social media (Facebook, Twitter, Instagram),

mobile apps, instant messaging systems (Whatsapp, Telegram,
Facebook Messenger) through a central reservation system, global
distribution system or through an inter sell agency.
Below is the list of some common source
of business in a hotel:
Personal approach: The may directly give their reservation to the
hotel. They are also termed as FITs (Free individual travellers) or
chance guest. Those guest are also termed as walk-in guests.
Travel agent: Travel agent acts as a middleman between guest
and hotel by making a reservation for a guest. A travel agent may
make a reservation for FITs (Free individual travellers) or chance
guests.
Tour operator: These are wholesalers who coordinate with a
different mode of transportations, hotels, tour, associations, tourist
offices etc.
Airlines: Different airlines book hotel rooms for their regular crew
members or for their clients in case of cancellation of their onward
flights and also for the use of their executives.
Central reservation system: There are two basic types of central
reservation system;
a) Affiliate network - An affiliate network is a hotel
chains network where all individual units are linked through the
central network. Chain hotels link their operations to streamline the
processing of reservations and reduce overall system costs and at
the same time, it also allows the non-chain properties to join the
system as overflow facilities. Overflow facilities receive reservation
requests only after all room availabilities in chain properties within a
geographic area are been exhausted
b) Non-affiliated network - A non-affiliated reservation system
connects non-chain properties and enables independent
hotel operators to get the benefit of reservation which the units of

the chain get and this system also takes care of the advertising of
the properties.
Global Distribution System (GDS): Most modem hotel central
reservation systems, whether they are affiliate or non-affiliate
reservation network connection with one of the global distribution
systems(GDS). The largest and the best known GDSs include
SABRE, Galileo International, Amadeus and Worldspan (Travelport).
GDSs provide worldwide distribution of hotel reservation information
and allow selling of hotel reservations around the world.
Companies/corporate houses: The companies may book rooms
or other services for their visitors, executives, delegators or clients
in a hotel at special rates.
Embassies/consulate offices: They provide large business in
capital cities for their visiting dignitaries, executive, officers etc
NGOs/INGOs: These group book hotel rooms directly for
conducting seminars, research, training programmes etc.
Universities and other educational institutions: These are also
good of reservation students’ associations. professors, technicians
and employees are the reliable sources to the hotel.
Government Office and Ministries: They can be a good source of
reservation of rooms for several visiting dignitaries, executive,
officers from different countries to participate conference and
seminars conducted and hosted by government officials.
Inter-sell agencies: They are two or more business organisations,
like Airline and Hotels, promoting each other’s business for mutual
gain. Hotels and car rental companies may also be inter-sell
partners.
Referral groups: They are an informal or sometimes formal
association of hotels who refer guests to each other in case of sold-
out status or if a guest is travelling to another city where the hotel
does not have a branch.

Online: Bookings made directly via hotels website, social media,
chat widget on the hotel website, instant messaging platforms like
Whatsapp, Facebook Messenger etc.
4.8 Check in and out guests
1. Registration and Check-in Procedures
Most of the hotels allow their guests to check-in at 2 p.m. or after. The
registration procedures performed by receptionists should be efficient and
accurate. These contribute to a positive first impression to guests upon their
arrival. Figure 2.4 shows the standard procedures of registration at the front
desk counter:

a) Greet the Guest Receptionists should always be attentive to the presence
of guests at the front door and lobby areas. They should give warm
greetings to the guests when they approach to the front desk.
b) Verify the Guest‟s Identity Ask if the guest would like to check-in. Verify
the guest‟s identity by checking his/her passport, booking voucher and
confirmation number.
c) Present the Registration Form to the Guest Confirm booking information
printed in the registration form with the guest. For example, room type,
room rate, length of stay and special requests if any. Ask the guest to
complete and sign the registration form if he/she agrees with the terms
of accommodation arrangement.

d) Confirm the Method of Payment If a credit card is used, check the guest‟s
name, the card‟s validity and its date of expiry. For guests who prefer
paying cash, make sure they have “paid in advance” (PIA) with cash
deposit. Guests should also be reminded that they will not be allowed to
post any charges to their guest accounts if no credit card is provided at
the time of checking-in. Procedures of handling other types of payment,
e.g. personal checks or direct billings should also be handled with extra
care.
e) Check and Update the Information of the Guest‟s Account in PMS Check
if any mail, message or article is received before the guest‟s arrival. Select
and assign a suitable room to the guest according to his/her booking
information.
f) Issue Room Key and Give Further Information While issuing the room
key and giving direction to the guest, a receptionist should also take the
chance to provide more information of the hotel. For example, the
breakfast arrangement; the operation hours of hotel‟s outlets and
facilities and; how to contact the hotel‟s staff for assistance during the
stay, etc.
g) Escort Guest to the Room Ask if the guest needs assistance from the
baggage attendant who can take the guest‟s baggage and escort the guest
to the guest room.
2. Check-Out Procedures
The standard check-out time is always set at 12 p.m. or before. The check-out procedures are as
important as check-in since guests would expect they can leave with no ‘troubles’ on their bills.
Important issues that the receptionists should put into focus are payment collection, give assistance and
create a positive parting impression to guests. Figure 2.11 shows the general procedures of checking-out
a guest upon departure:

a. Greet the Guest Same as the check-in procedures, greeting is the basic of a quality
service to your guest. Through greeting, a receptionist can also take the chance to ask
the guest for his/her comment about the stay.
b. Check Guest Details It is important to check guest’s details, e.g. the guest’s name and
room number. Guests with identical or similar names should be aware to avoid mistakes
in the check-out process. If the guest leaves earlier than expected, either departments
will need to be informed. Double check with the guest so to make sure satisfactory
services are provided to the guest during the stay. Ask the guest to return the room key.

Check the corresponding room number if ‘old-style’ metallic keys are used in the
property.
c. Check if Any Late Check-out Charges Should be Imposed Normally, hotels would request
their guests to check-out before 12pm. Receptionists should follow the hotel’s policy for
handling the cases of late check-out. Some hotels would charge 50% of the daily room
rate for those who check-out before 6pm and a full rate is charged after 6pm.
d. Check for Late Charges It is the responsibility of the receptionist to ask whether the
guest has used some charged services while checking out. For example, the guest may
check-out immediately after he/she has consumed breakfast in the restaurant. The
breakfast charge may not have been posted to the guest account by the restaurant staff
if he/she is too busy in serving other tables at the moment. Consumption of mini-bar
items is another common example of late charges which may require the help of room
attendants in updating the status upon check-out. Any discrepancies could lead to
unnecessary losses in hotel’s revenue.
e. Invite Guest to Double-Check the Hotel Charges Produce guest folios (guest bills) for
guest inspection and master folios (master bills) for tour escort’s inspection. The
receptionist should print and present the master to the guest for his/her checking
before bill settlement. It is the responsibility of the receptionist to explain the charges to
the guest if he/she has any questions and make corrections if necessary.
f. Settle the Guest Account Re-confirm the method of payment. It is common that some
guests, especially business travelers and tours would like to split their consumptions
into two different folios (bills): master and incidental. Generally, master folios (master
bills) only include room and breakfast charges which should be paid by enterprises to
cover the necessary expenses of their travelling staff or; by travel agents which have
already received the payments from tourists included in packaged prices beforehand.
Other personal expenses, such as telephone, spa, and in-room movies, would be put
into the incidental folios (incidental bills) as guests’ own responsibilities.
g. Offer Assistance Ask if the guest need any assistance of the bell service, shuttle or
arrangement of other transportations. Some may request the front desk to keep their
baggage for a certain period of time before their departure. Receptionists should also
take the chance to help the guests in making future reservations upon request,
particularly reservations in other hotels under the same chain.

h. Update Room Status and Guest History Record After checking out the guest, make sure
to update the room status (i.e. from OD to VD) which facilitate room cleaning and make
the room available for sale as efficiently as possible. The creation of a guest history
record involves the transferring of guest’s basic information, room preference and
consumption record. Through the help of the new information technology, guest-history
profiles can be automatically created and updated upon check-out by the property
management system (PMS).
Guest Cycle
The operation of the front office department is mainly determined by the type
and number of guest transactions which take place during the four different
phases of the guest cycle as shown in Figure 2.12 and listed below:
 Pre-arrival－The stage where the guest makes room reservation.
 Arrival－The point when the guest arrives at the hotel.
 Occupancy－The period during which the guest stays in the hotel.
 Departure－The point when the guest checks out and leaves the hotel.

Practical Session
Design reservation forms for identified hotel establishments

TOPIC FIVE
THE RESTAURANT
5.1 Introduction to the restaurant
5.2 Definition and restaurant phrases
5.3 Cleaning and setting a restaurant
1. Table Setting
The proper procedures of a table setup for one „cover‟ involve the following
steps:
a) Cover the table with a tablecloth if it is required by the restaurant. Some
restaurants would use table mats to replace tablecloths in setting up a
table.
b) Put the side or butter plate on the left side of the table mat. Put the
butter knife on the butter plate at its right as shown in the picture with
the cutting edge facing left.
c) Put the show plate at the centre of the table mat. Be reminded that some
restaurants have no show plates on a table setup.
d) Put the main or dinner knife at the right side of the show plate as shown
in the picture with the cutting edge facing left. And then put the main or
dinner fork at the left side of the show plate.
e) Put the soup spoon at the right side of the dinner knife as shown in the
picture.
f) Put the side or salad knife at the right side of the soup spoon with the
cutting edge facing left as shown in the picture.
g) Put the side or salad fork at the left side of the dinner fork.
h) Put the dessert spoon at the upper side of the show plate with its head
facing left. Then, put the dessert fork in between the dessert spoon and
the side plate with its head facing right.

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