Front office operation

Front Office Operation, Semester - First

Front Office Operations

Diploma
In Hotel & Hospitality Management
Subject Code-HM-15

School of Distance Education
Karnataka State Open University, Karnataka

Compiled & Printed by ECDL Educations Pvt. Ltd.

Page 1


Copyright 2012, Karnataka State Open University
All Rights Reserved
Compiled and Printed
By
ECDL Educations Private Limited
For,
School of Distance Education
Karnataka State Open University

Page 2


Preface….
Hospitality Industry is considered to be one of the fastest
growing Industry in the world , and with ever changing trends .
We need to be updated …. We have tried to put across the latest
development and educate our students for facing the Industry in
a most technically advanced way.
Front office is considered to be the show window, So in all sense the
various aspects should be of highest standard as to create the first
impression on a guest mind, and forever.
We hope this book will go a long way in making the student
aware of newest approach for their Career.
ECDL…


Page 3


CONTENTS
BLOCK- I
UNIT
1

Topic
Hospitality
Industry

2

Types of Hotel,
Supplementary
accommodation

3

Heritage
Hotels, Palace
& Classification
of Hotels
Basis of room
tariff charges

4

UNIT
5

Topic
Organization of
lodging
properties

6

Front
Office
Operations

7

Front
Office
Computer
Application
Registration
F.O Procedures

8.

Contents
Page No.
1.1 Introduction to hotel industry
9
1.2 Overview of accommodation.
10
1.3 Modern trends of industry, Evolution of Modern Hotel
11
1.4 Grouping hotels, Guest profile & Functional aspects.
12
2.1 Commercial, airport, resort, time share & condominium
14
2.2 Heritage hotels, Motels. Conference & convention centers
15-16
2.3Defining Supplementary accommodation
17-18
2.4 Types & Characteristics of Supplementary accommodation
19
3.1 History, Various Heritage hotels in India.
21
3.2 Size, Star system, Eligibility for Star classification.
22-24
3.3 How to apply for star classification.
25-27
3.4 Five star category, 2 star category hotels
28-29
4.1 Various types of - CP, EP, AP, MAP, Bermuda Plans
32
4.2 Types of rooms in Hotels
33
4.3. Facilities offered in Hotels
33
BLOCK –II
Page No.
Contents
5.1 Independent hotels. Chain hotels.
37
5.2 Franchise and referral groups. Management
38-39
5.3
Organizational
missions,
goals
and
strategies,
40-42
Organizational chart and its functional areas
5.4 Front office organization (Staffing including uniformed
43-44
staff) Job description, Functional organizational of F.O.
department
6.1 Reservations, Types, Tentative or confirmed, Guaranteed.
47
pre-payment, credit cards, travel agent and corporate
6.2 Non-guaranteed reservation, Sources, enquiry, Central
48-49
reservation system, Group reservations
6.3 various charts, computerized system, CRS, records
50-52
6.4 confirmations, amendments, cancellations, expected arrivals
53-54
and departures, processing deposits, reservation history.
7.1 Room Inventory.
56
7.2 Status.
57
7.3 Software used
58
8.1 Registration, Guest Data, Reports, Self check-in : Walk In
60
Client
8.2 Call accounting, Guest information, Employee information,
61-63
Post charges, Messages, Wake up calls.
8.3 Inquiries, Registration, Check-outs, Credit balances
64-65
8.4 Security, Thieves, Fire alarm, Burglar alarm, Security code,
66-67
Guest Folio.
BLOCK –III


Page 4


UNIT
9

10

11

12.

UNIT
13

14

15

16

Topic
Hotel Guide

Contents
9.1 Organization & History,
9.2 Mission,
9.3 Achievements
9.4 Organization & History,
Handling
of 10.1 Co-ordination with other departments
Guest
mail, 10.2 Handling of keys - types of keys.
Messages
10.3 Handling of Pagers, Fax, E-Mail etc.
10.4 Telephone Handling
Visitor's
11.1Guest Weekly Bill
Tabular Ledger 11.2 NCR Machines,
11.3 Maintenance of Cash book,
11.4Night Auditor
Approvals
12.1 At project stage.
required
for 12.2 Classification & Reclassification of hotels
Hotel
BLOCK –IV
Topic
Contents
Tourism
13.1 History
13.2 Recent Developments
13.3 Sustainable Tourism
13.4 Growth
Guest
14.1 Guest Dissatisfaction
satisfaction
14.2 Customer Relations
14.3 Service is a Two-sided coin,
14.4 Delivery of Psychological Service
Value
based 15.1 Exposure to Cultural Heritage of India
education
in 15.2 Values through learning & teaching
Hospitality

Page No.
73
73
74
74
76
77
78
79
81
82
82
83
86-87
88-90
Page No.
95
96
96
97
99
99
100
100
102
103

Application of 16.1 Time Management
Management
16.2 Manpower Management, Resource Management
Principles
16.3 Time and Motion Study, Conflict Management
16.4 Cost-Benefit Analysis


105
106
106
107

Page 5



Page 6



Page 7


UNIT -01
HOSPITALITY INDUSTRY

Page 8


CONTENTS
1.0 Objectives
1.1 Introduction to hotel industry
1.2 Overview of accommodation.
1.3 Modern trends and growth of industry
1.4 Evolution of Modern Hotel
1.5 Grouping Hotel On the basis of Size
1.6 Guest Profile & Functional aspects
1.6.1 Guest Classification
1.7 Lesson Summary
1.8 Key Words
1.9 Questions to Solve
1.10 References
1.0 OBJECTIVES
At the end of this lesson, students should be able to demonstrate appropriate skills, and
show an understanding of the following:
•Hotels, history of hotels, development and growth of hotel industry in India,
•Category of hotels,
•International corporate hotels and
• Major hotel groups in India.
1.1 INTRODUCTION TO HOTEL INDUSTRY
Hotel industry is a hospitality industry. Of course, hospitality is not free, but is paid for,
where the payment depends on the comforts and services provided for. Payment also
depends on the fancy and economic affordability of the customer. The hospitality
industry is nowadays a global industry, and is considered as an important employer in
countries world-wide. It now has attained a much higher status in society and demands
high standards of work ethics and efficiency from its employees. Employment
opportunities are many, and are now sought by a vast majority of people.
In other words, Hospitality means making a tourist feel totally welcome as not
only your guest, but also the guest of the complete family of the Hotel. Hospitality is
genuine smiling face. Hospitality can be termed as deliberate, planned and sustained
effort to establish and maintain mutual understanding between an organization and
public i.e. business of making and keeping friends, and promoting an atmosphere of
better understanding. Hospitality activity covers everything i.e. providing attentive and
courteous services, facilities and amenities to a traveler, meeting and greeting him at the
door, providing efficient and caring service of food and beverage to him in the room i.e.
providing ―A Home away from Home‖, and making his visit a memorable and pleasant
experience.
1.2 OVERVIEW OF ACCOMMODATION
Many countries have recognized the vital importance of accommodation industry in
relation to tourism and their governments have coordinated their activities with the
industry by way of providing attractive incentives and concessions in the form of long
term loans, liberal import licenses and tax relief, cash grants for construction and
renovation of buildings, and similar other concessions to the accommodation industry.

Page 9


The United Nations Conference on International Travel and Tourism held in Rome in
1963 considered, in particular, problems relating to means of accommodation. The
Conference acknowledged the importance of means of accommodation, both traditional
(hotels, motels) and supplementary (camps, youth hostels, etc.) as incentives to
international tourism. The Conference recommended that governments should consider
the possibility of including projects, and particularly those relating to accommodation,
on the list of projects eligible for loans from industrial or other corporations, and that,
where required; they should establish special financial corporations for tourism. It also
has recommended that governments should give sympathetic consideration to the
possibility of granting special facilities and incentives for accommodation projects.
According to the WTO Report on 'the Development of the Accommodation Sector,‘
tourist accommodation is used to denote the facilities operated for short-term
accommodation to guests, either with or without service, against payment of and
according to fixed rates. For the purposes of classification, all tourist accommodations
have been divided into the following groups:
(i) Hotels and similar establishments (the hotel industry proper) and,
(ii) Supplementary means of accommodation.
The first group usually includes hotels, motels, boarding houses and inns, while the
second includes registered private accommodation (rented rooms, apartments, and
houses), camping / mountain huts and shelters as well as health establishments that are
sanatoria and convalescent homes.
1.3 MODERN TRENDS AND GROWTH OF INDUSTRY
Gone are the days when people looked upon a hotel for a bed and food. Now it provides
almost everything that a guest needs. Hotels have become service providers for the
guests in all possible ways. Competition has set into providing these services in order to
woo the guests. Every big hotel chain / group has been spending crores of rupees in
order to stay in this race. Different services are rendered by the hotels, viz. Banquets,
convention centers, exhibition centers, restaurants, catering service, secretarial services,
corporate services, money changers, travel desk, butler service, valet service, internet
service, facility for sports and games, massage parlor, health club, gym, shopping
arcade, swimming pool, tourist limousines, airport service, etc.
These services are either wholly owned and run by the hotel, or owned by hotel and run
on franchise by experts in the field, or owned & run by outsiders but attached to the
hotels. These services complement each other and also help in improving the occupancy
rate of the hotels.
1. Banquet- Hotels provide wide range of banquet menus, Weddings, parties, business
gathering, all of which help in improving food sales and also work in attracting new
customers.
2. Convention Center- Meetings, seminars, conventions and other social gatherings are
arranged which in turn attract group bookings, good occupancy and food service.
3. Restaurant- Restaurants serving different specialty cuisine like Chinese, Korean,
Italian, Continental, Mexican, Indian (South Indian, Mughalai etc.) are set up by hotels
with the interiors suiting those places are run to cater to the different tastes of domestic
as well as international tourists. Catering services are also undertaken at off-campus
locations.


Page 10


4. Secretarial Service- This is an essential service for corporate clients. The CEOs, MD‘s
and Chairpersons of different companies need this arrangement for expediting their
notes, letters and agreements, communications etc.
5. Corporate Service- This works as an extension to the corporate offices of the clients.
All the services needed for handling corporate affairs are provided to make the
corporate guest feel at ―office away from his office.‖ Internet Service is the latest
addition to the corporate service list. This is available even in small and medium sized
hotels. The guest can connect his laptop to this service and perform his regular work /
tasks.
6. Money Changers- Where there is high proportion of foreign tourists / visitors; there
will be the need of money changing service. Here the hotel exchanges the foreign
currency for local currency. However it cannot sell foreign currency. This service must
function as per the foreign exchange rules and guidelines of the Reserve Bank of India
from time to time.
7. Travel Desk- Provides car rental services, air & train ticketing and looks after the
other travel needs of the guest. In some hotels Concierge looks after this service too.
8. Butler Service- A personalized service provided to the guest and his visitors
exclusively. He provides the food and beverage and also wine service, looks after the
visitors to the guest and helps in keeping the room tidy from time to time and also
arranges the wardrobe for the guest.
9. Valet Service- A personalized service, but limited to help at car parking and laundry
facility etc., in hotels.
10. Health Club and Sports and Games- This is provided not only in resort or leisure
hotels but also in down town & commercial hotels. The present corporate guest even
though a busy person wants some time out for himself for health and pleasure reasons.
Health club, Spa, Gym, Massage Parlor, Swimming pool, billiards, bowling ally, tennis
court, mini golf course are some of the popular facilities. In some parts of our country
health tourism has picked up at places like Himachal Pradesh and Kerala where health
spas and ayurvedic treatments are provided. The tourist on vacation can go back a
rejuvenated person.
1.4 EVOLUTION OF MODERN HOTEL
The concept and the format of hotel have changed a great deal over the years. There are
different types of hotels ranging from international hotels to resort hotels catering to the
increasing and diversified demand of the clients. The size, the facade, architectural
features and the facilities and amenities provided differ from one establishment to
another. In addition, the landscape in a particular destination area also greatly
influenced the architectural features of a hotel. The following are the main types of
hotels:
i) International Hotels
ii) Commercial Hotels
iii) Residential Hotels
iv) Resort Hotels
v) Floating Hotels
vi) Palace Hotels
vii) Capsule Hotels
iii) Heritage Hotels
ix) Guest Houses

1.5 GROUPING HOTELS ON THE BASIS OF SIZE


Page 11


Classification is made based on the number of let able rooms. It can be indicated either
by rooms as is done in America or by the number of beds as is done in Europe.
• Small hotels: 25 rooms or less
•Average hotels: 25 rooms to 90 rooms
•Above average hotels: 80 rooms to 250 rooms
• Large hotels: 250 rooms and above
1.6 GUEST PROFILE AND FUNCTIONAL ASPECTS
A hotel customer or client is called a guest because the hotel offers homely and
professional service to him, and establishes an intimate relationship with him during his
stay.
Hotel guests may be defined as ―people who have, who are, or who will be availing the
services of hotel, for a particular period in order to satisfy their demand for
accommodation, food and beverage or entertainment, for which they are willing and
able to pay‖.
Guest relation is the integral part of the hotel industry. It is a means for the management
to reach out to the guest and convey to him the feeling of warmth and welcome.
1.6.1 Guest Classification
A guest may be classified under following headings:
1. Guests on the basis of presence in the hotel: an expected guest, an in-house guest and
check out guest.
2. Guests on the basis of recognition: regular guest, V.I.P, special attention and
distinguished guest and new guests
3. Guests on the basis of revenue: paying guests and Complimentary Guests.

1.7 LESSON SUMMARY

Page 12


The hospitality industry is part of a larger enterprise known as the travel and tourism
industry. The two main segments of the hospitality industry are the lodging industry
(also called hotel industry) and the food and beverage industry (also called restaurant
industry).
Some of the earliest known hotels are taverns or inns, caravanserais, etc. where travelers
rested and slept. During the middle ages, the churches across the world established
guest offices for pilgrims and travelers. The merchant class hotels began to emerge in
15th century due to increase in trade. The inns of the 16th century provided private
rooms to the visitors. The present day hotels started emerging from the late 18th
century. The past one hundred years have brought about dramatic changes in modes of
transportation, as well as in lodging accommodations. Hotels are built near the railway
stations and bus stands for the convenience of passengers.
1.8 KEY WORDS
Sanatoria - a resort for maintaining or improving health
Renovation – renewal, restoration, redecoration
Convalescent – recuperative, restorative, recovery
Concierge – caretaker, janitor
Rejuvenated – revitalized, re-energized, recharged
Amenities – facilities, services
1.9 QUESTIONS TO SOLVE
1. Write in short about the Hotel Industry?
2. Write about the Overview of Accommodation?
3. Write in detail about Modern Trends & growth of Industry?
4. Write about Evolution of Modern Hotel?
5. What is grouping of Hotel on the basis of size?
6. Write about Guest Profile and its functional aspects?
1.10 REFERENCES
1. M. Zulfikar, Introduction to Tourism and Hotel Industry,Sangam Books Ltd.
2. S.K. Bhatnagar, Front Office Management, Frank Bros. & Co. (Publishers) Ltd.
3. Alan T. Stutts, James Wortman, Hotel and Lodging Management: An Introduction,
Wiley.
4. Tom Powers, Clayton W. Barrows, Introduction to the Hospitality Industry, Wiley.

UNIT -02

Page 13


TYPES OF HOTELS & SUPPLEMENTARY ACCOMMODATION
CONTENTS
2.0 Objectives
2.1 Introduction
2.2 Airport Hotel.
2.3 Resort Hotel
2.4 City Hotel
2.5 Time Share & Condominiums
2.6 Heritage Hotels
2.6.1 Heritage
2.6.2 Heritage Classic
2.6.3 Heritage Grand
2.7 Motels
2.8 Conference & Convention Centers
2.9 Supplementary Accommodation
2.10Defining Supplementary Accommodation
2.11 Characteristics of Supplementary Accommodation
2.12 Types of Supplementary Accommodation
2.12.1 Youth Hostels/ Yatri Niwas
2.12.2 Caravans, Camping group, Tourist Camps.
2.12.3 Railway/ Airport Retiring Rooms
2.12.4 Hotel Garni & Condominiums
2.13 Lesson Summary
2.14 Key Words
2.16 References
2.0 OBJECTIVES
• Types of hotels,
• Heritage hotels & palaces,
• Types of Supplementary accommodation and
• Characteristics of Supplementary accommodation.
2.1 INTRODUCTION
Hotel is the transient home away from home. Hotel industry is a hospitality industry. Of
course, hospitality is not free, but is paid for, where the payment depends on the
comforts and services provided for. Payment also depends on the fancy and economic
affordability of the customer. The hospitality industry is nowadays a global industry,
and is considered as an important employer in countries world-wide. It now has
attained a much higher status in society and demands high standards of work ethics and
efficiency from its employees. Employment opportunities are many, and are now sought
by a vast majority of people.

2.2 AIRPORT HOTELS

Page 14


As the name suggest, these hotels are situated at airports and are ideal for transit
passengers who have only a few hours to while away, making it impractical for them to
stay in a downtown hotel. Rates are on E.P., i.e., charges for room only.
2.3 RESORT HOTELS
These types of hotels are located in the hills, on beaches or at other naturally scenic
places and are mainly patronised by vacationers. Facilities may range from the basic to
the most luxurious. The rates quoted are often on A.P., i.e., room plus meals.
2.4 CITY HOTELS
These are hotels located in the heart of the city and within a short distance from the
business centre, shopping areas, theatres, public buildings, etc. Business clientele
normally prefer such hotels. Rates are generally high due to their geographical
advantages and due to the fact that the rate of return on investment (R.O.I.) computed
on these capital-intensive hotels are substantially high.
2.5 TIME SHARE AND CONDOMINIUM
Time share properties involve individuals who purchase the ownership of
accommodation for a specific period of time usually 1 or 2 weeks a year. These owners
then occupy the unit during the time. Owners may also have the unit rented out by the
management company, which operates the hotel. These hotels are becoming popular in
resort areas.
Condominium hotels are similar to time share hotels but the difference between the two
lies in the type of ownership units in condominium hotels have only one owner instead
of multiple owners. In a condominium hotel an owner inform the management
company as to when he or she occupy the unit. That way, the management company is
free to rent the unit for the reminder of the year.
2.6 HERITAGE HOTELS
‗Heritage Hotels‘ cover running hotels in palaces /castles/forts/ havelies/ hunting
loges /residence of any size built prior to 1950. The facade, architectural features and
general construction should have the distinctive qualities and ambience in keeping with
the traditional way of life of the area. The architecture of the property to be considered
for this category should not normally be interfered with. Any extension, improvement,
renovation, change in the existing structures should be in keeping with the traditional
architectural styles and constructional techniques harmonizing the new with the old.
After expansion/ renovation, the newly built up area added should not exceed 50% of
the total built up (plinth) area including the old and new structures. For this purpose,
facilities such as swimming pools, lawns etc. will be excluded. Heritage Hotels will be
sub-classified in the following categories:
2.6.1 Heritage:
This
category
will
cover
hotel
in
Residences/Havelies/Hunting
Lodges/Castles/Forts/Palaces built prior to 1950. The hotel should have a minimum of
5 rooms (10 beds).
2.6.2 Heritage Classic:


Page 15


This
category
will
cover
hotels
in
Residences/Havelies/Hunting
Lodges/Castles/Forts/Palaces built prior to 1935. The hotel should have a minimum of
15 rooms (30 beds).
2.6.3 Heritage Grand:
This
category
will
cover
hotels
in
Residence/Havelies/Hunting
Lodges/Castles/Forts/Palaces built prior to 1935. The hotel should have minimum of 15
rooms (30 beds).
Room & Bath Size:
No room or bathroom size is prescribed for any of the categories. However, general
ambience, comfort and imaginative re-adaptation would be considered while awarding
sub-classification ‗classic‘ or ‗grand‘.
2.7 MOTELS
The term is derived from the phrase, ‗Motor hotels‘ which are located principally on
highways. They provide modest board and lodging facilities highway travelers. The
length of stay is usually over night, the rates quoted are on European plan i.e.; room
only.
2.8 CONFERENCE AND CONVENTION CENTERS
These are specially designed to handle group meetings. Most full service conference
centers offer overnight accommodation. They usually provide all the services and the
equipment necessary to ensure a meetings success. They are often situated outside the
metropolitan areas and many provide leisure facilities like golf course, spas etc.
These hotels may have as many as 2000 rooms or more. These facilities are designed to
accommodate large conventions. They have sufficient number of guest rooms to house
all the attendees of most conventions. They have huge conference halls, ball rooms etc.
Business services like tele-conferencing, secretarial assistance, language translator of
facsimile machines are also usually available.
2.9 Supplementary accommodation
You are aware that by following the price segmentation methods in the target markets it
becomes clear that the paying capacity of the tourists differ to a large extent. This has
bearing on the accommodation demand. For various reasons, there is great demand for
accommodation outside the organized hotel sector.
2.10 Defining Supplementary accommodation
There are a number of establishments outside the hotel industry which offer
accommodation to tourists. For example, supplementary accommodation in India had
been provided by Sarais and Dharamshalas, on the principle that the traveler can make
do with accommodation if not hotel service when on holiday. However, supplementary
accommodation is that which is specifically designed to cater to the tourist where hotel
accommodation may not be available or may be beyond the budget of the tourist. In the
present context we may consider tourist bungalows with dormitory accommodation,
travel lodges, youth hostels, railway retiring rooms and PWD rest houses as
supplements to the organized accommodation sector. The basic criteria are:
• To provide furnished accommodation, either rented rooms or apartments, and
• Related to the investment that is being planned for the development of infrastructure
in consonance with an overall promotional strategy.

Page 16


2.11 CHARACTERISTICS OF SUPPLEMENTARY ACCOMMODATION
When youth tourism was identified as an important motivation for the development of
tourism, the plans stressed the setting up of supplementary accommodation in the form
of youth hostels to cater to the young travelers, both domestic as well as foreign.
The development of the Yatri Niwas as a supplement to western style hotel facilities was
also a step in this direction. Various points along the highways and in the suburbs of
metropolitan cities became the ideal locations for setting up supplementary
accommodation units. Country clubs, holiday inns, holiday villages, traveler’s lodges
and inns were set up at such locations.
The criteria was to encourage the linkage between transport and accommodation and
develop visitor flows in such a way that accommodation moved out of a central business
district to the leisure needs of the local residents as well as visitors.
2.12 TYPES OF SUPPLEMENTARY ACCOMMODATION
In the following Sections we will discuss about various forms of supplementary
accommodation.
1.12.1 YOUTH HOSTELS/YATRI NIWAS
Youth took to travel on foot or hitch-hiking both from the cities as well as the
countryside for education, adventure and recreation. This requirement created the need
for providing accommodation. Germany took the lead in establishing youth hostels at
the turn of the century. Youth hostels provide dormitory accommodation with common
bathing and cafeteria facilities. They also provide kitchens for self-catering. Self service
in a low cost environment encouraged the youth tourism movement and the World
Tourism Organization encouraged all member countries to construct hostels. In India
the youth hostels movement began in the early sixties and provided young and family
oriented domestic tourists the opportunity to travel to different parts of the country
using the LTC subsidy. They were no longer limited to destinations where they had
friends and relatives.
The Yatri Niwas was a similar concept, to provide domestic tourists low cost self service
accommodation in cities. The first such facility was constructed in the Janpath area of
Delhi attracting budget tourists. Such accommodation units encouraged people from
different regions and social backgrounds to interact with each other. Comfort is modest,
the stay is short and the cost is low. Such properties are set up and operated by noncommercial or developmental organizations. They are located at historical, cultural and
natural sites. The hostels are small to medium scale and their average capacity is about
40 rooms. Hostels are constructed by the Central Government on land given free of cost
by State Governments as they would not be able to provide low cost accommodation
without such a subsidy. They are operated by the State Governments and social
organizations like the YMCA and YWCA.
2.12.2 CARAVANS, CAMPING GROUPS AND TOURIST CAMPS
Such facilities are normally located within cities in open spaces. Delhi has such locations,
in Asif Ali Road and Kashmere Gate. They provide parking space along with water,
electricity and toilets. Destinations like Goa, Khajuraho and Aurangabad, which have a
mild and dry climate along highways and along major tourist circuits are being
encouraged to set up such sites. Camps must follow certain regulations regarding

Page 17


quality of services and costs set up by municipalities and the serving personnel there
require some prior exposure and training to ensure that tourists get the required
facilities
2.12.3 RAILWAY /AIRPORT RETIRING ROOMS
The purpose of retiring room accommodation is to offer a convenience to the traveler
without going into the city. These are situated at the main platform of major railway
stations and at domestic and international airports. They provide accommodation to
railway confirmed and current tickets or air passengers from out of these retiring rooms
are offered at reasonable rates and are often air conditioned at the major junctions. They
are generally clean and well maintained. They have attached baths and Railway canteen
or airport restaurant catering. Bookings are made through the Station Superintendent.
Or Airport Manager
2.12.4 TRAVELLERS LODGES/BOARDING HOUSES
These are modest hotels situated away from the centre of the city or at remote
destinations. These are self- sufficient establishments offering standard facilities like well
furnished rooms with catering and bar facilities. Tourist Bungalows also offer similar
facilities. Some extend their services to telecommunication and postal facilities as well as
a general store. These services cater to budget and middle class tourists particularly in
destinations which do not attract the major hotel industry. These bungalows have prime
locations since they are the first to set up operations at many tourist centers. However,
their maintenance and services need to be upgraded and the tariff structure has to be
more flexible to cater to a range of income groups. They are small sized units which
could be more profitable if the number of rooms can be increased from 5 to 25-30. State
Governments and Tourism Departments also provide tourist rest houses at scenic
locations in the mountains and forests where most wild life tourism is located. They
provide access to the forest and also have good viewing locations.
They are constructed to mirror the appeal of the area.
Boarding houses are establishments which usually provide accommodation and meals
at specified periods of time like the week end or for a specified stay. Thus they cater to
residents and tend to be small enterprises and require advance booking to ensure space.
They can range from simple hostel like facilities to the more sophisticated ones
depending on the duration of the stay and the kind of customers. In Europe these
mansions are an important supplement for tourist accommodation in big cities as well as
touristic destinations. Such units are good for families because they provide all meals
and comfortably furnished rooms and do not mind having children.
2.12.4 HOTEL GARNI AND CONDOMINIUMS
These units provide bed and breakfast and supplement accommodation in big cities. In
rural and resort areas such units are also popular with young people who need a room
to sleep and spend the whole day on the move. They provide the single tourist with
company, a family atmosphere and home cooking which makes for a relaxed holiday
with no formal dress code, public areas and behavior and no extra costs.
This involves ownership of a suite or an apartment, with payment for the common
facilities for maintenance and surroundings, as well as for the recreational services. The
owner can access a holiday destination at will; can rent it to others when not in use and

Page 18


in the rest of the period the condominium is looked after by the common staff. Thus, a
condominium is private ownership of space with joint ownership of common facilities.
Beach tourism in Europe owes its rapid growth to the development of this type of
accommodation which was often started by a package tour operator to ensure regular
traffic. Many charter operations also own condominiums. The concept of time-sharing is
also gaining ground and certain companies are developing resorts on this basis.


Page 19


2.13 LESSON SUMMARY
Hotels are of various types depending on number of factors like the nature and facilities
offered, size, location, etc. Hotel can be classified into Economy / Limited Service
Hotels, Mid-Market Hotels, All-suite Hotels, First-Class or Executive Hotels, Luxury or
Deluxe Hotels. According to ownership and management, hotels can be classified into
Independent Hotels, Chain / Group Hotels and Management Contractual Hotels.
According to type of plan (tariff pattern), hotels are classified into European Plan,
Continental Plan, American Plan/ Modified American Plan and ‗Bed and Breakfast
Plan‘. According to the size, hotels are grouped into small hotels, average hotels, above
average hotels and large hotels. According to visitors stop-over, hotels are grouped into
Residential Hotels, Semi Residential Hotels, Transient / Transit Hotels and Resort
Hotels. According to its relationship with transport, hotels are grouped into Motels,
Railway Hotels, Airport Hotels and Floating Hotels.
In India, the development of hotel industry is closely linked to travel. For rest, the
travelers stayed at dharmashalas, choultries, temples and other religious places free of
cost. Musafir khanas and sarais were established during the Arab occupation. Sarais are
later developed as inns by the British Rulers in cities like Calcutta and Bombay.
2.14 KEY WORDS
Transient – temporary, passing, momentary
Vacationers - vacationers
Façade – frontage, front elevation, front wall
Supplementary – additional, ancillary, accompanying
Convenience – ease, handiness, expediency
Sophisticated – stylish, classy, refined
Mansions – house, manor, hall
Recreational – leisure, fun, entertaining
1. Write in short about airport, city, & resort hotels?
2. What is time share & condominium?
3. Write in detail about Heritage Hotel?
4. Write in short about motels, conference & convention centers?
5. Define supplementary accommodation?
6. What is the characteristics Supplementary accommodation?
7. Write in short about Yatri Niwas / Youth Hostels?
8. Write about Caravans, Camping Groups, & Tourist Camps?
9. Write in short about Airport / Railway Retiring room?
10. What are Traveler Lodges / Boarding Houses?
11. What are Hotel Garni / Condominiums?
2.16 REFERENCES
1. M. Zulfikar , Introduction to Tourism and Hotel Industry,Sangam Books Ltd.
4. Tom Powers, Clayton W. Barrows, Introduction to the Hospitality Industry,


Page 20


UNIT 03
HERITAGE HOTELS & CLASSIFICATION OF HOTELS
CONTENTS
3.0 Objectives
3.1 Introduction & History of Heritage Hotels
3.2 Various Heritage Hotels in India.
3.2.1 Welcome Heritage Hotels
3.2.2 Neemrana Hotels
3.2.3 HRH Group of Hotels
3.2.4 Palaces of India
3.2.5 Samode Hotels
3.3 Size, Star system
3.4 Eligibility for star classification
3.5 How to apply for star classification
3.6 Five Star Category
3.7 Two Star category hotels
3.8 Lesson Summary
3.9 Key Words
3.11 References
3.0 OBJECTIVES
After reading this Unit you should be able to:
• understand the Heritage Hotel History,
•appreciate the importance of Heritage Hotel in India
•learn about different types of Heritage Hotel & Palaces in India
•know how to apply for Star Classification, Eligibility, and above all facilities & services
offered in Five Star & Two Star category Hotels.
3.1 INTRODUCTION & HISTORY OF HERITAGE HOTELS
For decades, if not centuries, the Rajput fortress, the defensive castle, the composite
Haveli was the abode of nobility- where hospitality was a way of life. Visitors, guests,
even strangers were welcomed in a tradition that was a part of the life styles. Even
enemies, should they have come calling, were treated with utmost respect. And an
extensive network of matrimonial alliances amongst the warring clans ensured that all
battles ended on
the
field.
The chivalry and gallantry of the warrior clans was reflected in the architecture of the
feudal homes. A grand entrance was reserved for state guests. There were separate
viewing galleries for woman, and the ladies of the 'zenana' conducted their own durbars
and wielded considerable power from behind the 'purdah'
Post independence democratic India witnessed the merger of the Princely States,
abolition of 'Jagirs' land reforms and finally the withdrawal of the special privileges and
Privy Purse from the royal families a few decades later consequently the noble families
lost their traditional means of livelihood and even the wealthy merchants left their
homes for more lucrative
pastures.

Page 21


Their large castles and mansions lay almost abandoned or unattended till a few
enterprising pioneers realized that perhaps the only way to maintain these historic
homes was their appropriate reuse. The large Palaces of the Maharajas set the trend by
becoming five star hotels. Now, some of the ancestral homes to find sustenance in this
new lease of life
Much of the charm of these heritage hotels, united under a common banner, is the
individual attention and personalization; the very meals, for example that were cooked
for generations are still served at your
table.
Families in residence for centuries now welcome you to their homes as guests. And each
ancestral home is different, uniquely so, reflecting its own, exceptional history, tradition
and period. The ambience is perfectly reflected through sepia photographs and family
memorabilia. Even the retainers may have been in the service of the families for
generations.
While history is always at hand, there have been changes too, so that the home are
modernized to meet the needs of Today's international traveler, with adjoining
bathrooms, running hot and cold water, modern plumbing, even perhaps a swimming
pool.
3.2 VARIOUS HERITAGE HOTELS IN INDIA
Heritage hotel chains in India are those hotels, which at some point of time in history
were fortresses, and castles that were home to the rulers of Rajasthan. For centuries, the
ancient fortress, the defensive castle, or the composite haveli-was the abode of royalty
and the nobility where hospitality was an integral part of
life in Rajasthan. These Heritage hotels are a special treat
to the visitors, as those who run or maintain these hotels
have made sure that the traditional work, carvings,
décor and the style of hospitality remain as it were in the
olden times in the state of Rajasthan, India. As already
mentioned, these heritage hotels were home to the
Rajputs and Rajasthani rulers; therefore it is but natural
that the architecture and décor of these palaces are
lavish. Some of these heritage homes are reflective of
Rajputana and Mughal architecture. The architecture of these royal buildings was such
that there were separate viewing galleries for the ladies of these households. There were
separate wings constructed for the men, women, guests and the servants of the
household.
Over the centuries it has been the custom of these heritage homes in Rajasthan, India, to
provide hospitality to every person who visited these homes, now that most of these
homes have been transformed into hotels, the owners endeavor to maintain the
traditional concept of extending a warm and hospitable atmosphere to each and every
individual who visits these hotels in Rajasthan.
After the year 1947, that is in the post independence period the Government of India
abolished royal titles and the concept of feudal lords and feudal ownership of lands in

Page 22


Rajasthan. The Government of India withdrew the Privy Purse and special privileges to
the royalty. Consequently, members of most of the royal families found it extremely
difficult to maintain these huge buildings in Rajasthan. These large mansions lay almost
abandoned or unattended till a few enterprising people realized that perhaps the only
way to maintain these historic homes was their appropriate reuse. And the large palaces
of the Maharajas set precedent by becoming five star luxury hotels. Later some of the
heritage homes followed suit and are now functioning as luxury heritage hotels all over
Rajasthan.
3.2.1 Welcome Heritage Hotels
Spread across erstwhile princely India is a large number of
palaces and estates that were once home to families that
ruled over India. These bastions of history still reverberate
with memories. Memories of coronations, durbars, polo
balls, spectacles, extravaganzas, pageants... Welcome
Heritage represents some of the best traditions of heritage
hospitality in India. After independence in 1947, some of
the owners of such glorious properties resolved to preserve the heritage of the past by
converting their properties into 'heritage hotels'. And finally, these once-private royal
homes opened their doors to share their gracious lifestyles with the world. In doing so,
they have ensured that the properties continue to be maintained in a befitting manner. A
slice of history that would otherwise have been irretrievably lost continues to survive. It
offers 20 exclusive heritage destinations in India and a number of resorts.
Khimsar fort
Bandavgarh Jungle Lodge

- Nagaur, Rajasthan -India
- Bandhavgarh, Madhya Pradesh

Kanha Jungle Lodge
Balsamand Lake Palace

- Kanha, Madhya Pradesh India
- Jodhpur, Rajasthan -India

Sardar Samand Palace
Maharani Bagh Orchard

- Pali, Rajasthan -India
- Ranakpur, Rajasthan

Karni Fort

- Udaipur, Rajasthan -India

Taragarh Palace
Judges Court

- Taragarh, Himachal Pradesh
- Pragpur, Himachal Pradesh

The Belvedere Palace

- Nainital, Uttaranchal

WoodVille Palace

- Shimla, Himachal Pradesh

Corbett RamGanga Resort
Kasmanda Palace

- Corbett , Uttaranchal
- Mussoorie , Uttranchal

Windamere Hotel
Hotel Shambha La

- Darjeeling , West Bengal
- Leh , Ladakh , Jammu & Kashmir

Connaught House

- Mt. Abu , Rajasthan

Umaid Bhawan Palace
Noor Us - Sabah Palace

- Kota , Rajasthan
- Bhopal , Madhya Pradesh


Page 23


Royal Camp, Nagaur fort

- Nagaur , Rajasthan

Jagat Palace

- Pushkar , Rajasthan

Solang Valley Resort

- Manali, Himachal Pradesh

Grace Hotel

- Dharamshala, Himachal Pradesh

Khimsar Sand Dunes

- Khimsar , Rajasthan

Bassi Fort, Chittorgarh
Regency Vilas Palace

- Chittorgarh , Rajasthan
- Ooty, Tamil Nadu

Fern Hills Palace, Nilgiris

- Ooty, Tamil Nadu

Bundel Khand Riverside hotel - Orchha, Madhya Pradesh
Rajendra Villas Palace

- Mysore, Karnataka

3.2.2 Neemrana Hotels
Even though history is a record of the past, it lives in the present
and waits in the future.Where valor, romance, feasting and
celebrations have had a history of their own. Eight Neemrana 'nonhotels'- from the 14th to the 21st centuries offer a panorama of 700
years.
Hill Fort, Kesroli

- Near Alwar

Neemrana Fort Palace
Mud Fort, Kucheswar
Hotel Del Orient

- Neemrana, Rajasthan
- Bulandshahar, UP
- Pondicherry

Ramgarh Bungalows
- Ramgarh, Kumaon Hills, Rajasthan
The Verandah in the Forest - Matheran , Maharashtra
Piramal Haveli, Bagar
- Jhunjhunu, Rajasthan
Glass house on the Ganges - Rishikesh , Uttranchal
Villa Pottopati
Wallwood Garden

- Bangalore, Karnataka
- Coonoor, Tamil Nadu

3.2.3 HRH Group of Hotels
The HRH Group of Hotels offers authentic heritage palace-hotels and historical venues,
for memorable events which happen once-in-a-lifetime like 'Regal Weddings' and other
events Conferences, Theme Shows, Banquets.
Udaipur
Shiv Niwas Palace Hotel, Udaipur
Fateh Prakash Palace Hotel, Udaipur
Shikharbadi Hotel


Page 24


Garden Hotel & Restaurant
Kumbhalgarh The Aodhi Hotel Jaisalmer
Gorbandh Palace, Bikaner
Gajner Palace, Gajner
Karni Bhawan Palace
Maan Bilas Hotel
Jaipur, Ramgarh Resort & Polo Complex
3.2.4 Palaces of India
Palaces of India, is a company specializing in Sales & Marketing operations for Palaces,
Forts & Heritage Hotels in India. It represents premium Palaces, Forts & Heritage
Homes in Rajasthan, Gujarat, Madhya Pradesh, Kerala and Northeast
Castle Mandawa - Mandawa, Rajasthan
Deogarh Mahal - Deogarh, Rajasthan
Jaipur House

- Mt. Abu, Rajasthan

Mandawa Haveli - Jaipur, Rajasthan
Raj Mahal Palace - Jaipur, Rajasthan
Rohetgarh
- Rohet, Rajasthan
Udai Bilas Palace - Dungarpur, Rajasthan
Desert resort
- Mandawa, Rajasthan
3.2.5 Samode Hotels
Samode hotels are luxury heritage hotels in India's most exquisite and remote settings.
Each property is enhanced by its unique surroundings and expands horizons for
travelers while respecting local ways of life. All are family run hotels offering
personalized service and attention to detail that makes the welcome warm and the stay
unforgettable.
Samode Hotels have three world class luxury hotels in Rajasthan, as different as their
location each property upholds the Samode commitment to integrate the highest
international standards of hospitality with indigenous culture, designs and materials.
1. Samode Palace The winner of best Heritage Hotel in the country, for 5 consecutive
years, the Palace has been meticulously restored offering a retreat into an aesthetically
beautiful environment where visitors can enjoy India's natural beauty and rich history.


Page 25


Samode Palace is one of India's most charming and romantic hotels. It offers a quiet,
elegant and luxurious atmosphere.
2. Samode
Haveli
The Samode Haveli is a unique small property hotel
offering intimate and personalized service. Its unique
atmosphere blending the contemporary and the historic
elements gives Samode Haveli a warm & friendly
atmosphere. It's a home away from home.
With its understated luxury, antique furniture, furnishings
and original work-of-art, the hotel is a celebration of traditional values and gracious
living.
3. Samode
Bagh
Samode Bagh is a garden paradise located 4 kms from the Samode Palace. It is nestled
on 20 acres of beautiful grounds combines warmth and luxury. It is a romantic
hideaway, a unique experience of an air-conditioned tented camp where the dune
colored tents is luxuriously furnished with every comfort. The garden is about three
blocks long and is enclosed by a 15-foot high stonewall.
Two hundred feet long row of fountains fed from natural springs and wells are
displayed all along the garden. Victorian and traditional Rajasthan décor echo life in a
16th century luxury camp.
Development in the field of transportation, communication and increase in population
had effect on the growth, type and location of hotels and supplementary
accommodation. Today, we find many hotels and catering establishments of varied
character, size and nature operating in different cities and tourist centers.
Classification of these hotels and supplementary units within the industry is a
complicated task.
Hotels are of various types depending on number of factors like the nature and facilities
offered, size, location etc. Classification in the real sense separates accommodation into
different categories or class on the basis of objective criteria, for example, by the type of
accommodation, such as hotels, motels, tourist lodges, holiday camps etc. It seeks to
present information about tourist accommodation units in a form, which enables the
user to find information he requires. Information thus obtained will help to compare
with identical classification and thus, separates accommodation according to physical
features.
3.3 SIZE, STAR SYSTEM
Classification is made based on the number of let able rooms. It can be indicated either
by rooms as is done in America or by the number of beds as is done in Europe.
· Small hotels: 25 rooms or less
· Average hotels: 25 rooms to 90 rooms
· Above average hotels: 80 rooms to 250 rooms
· Large hotels: 250 rooms and above


Page 26


3.4 ELIGIBILITY FOR STAR CLASSIFICATION
The Department of Tourism classifies functioning hotels under the star system, into five
categories from 1-star to 5-star. For this purpose a permanent Committee, the Hotel and
Restaurant Approval and Classification Committee (HRACC) has been set up which
inspects the applicant hotels to assess their suitability or otherwise for award of the star
category applied for. Based on the recommendations of the HRACC, deserving hotels
are awarded the appropriate star category and are placed on the approved list of the
Department. Approved hotels become eligible to various fiscal reliefs and benefits. The
Department intercedes on behalf of such hotels whenever necessary to ensure that their
needs get priority consideration from various concerned authorities. These hotels also
get worldwide publicity through tourist literature published by the Department of
Tourism and distributed by the Government of India Tourist Offices in India and
abroad. Approved hotels become eligibility for obtaining foreign exchange for their
import of essential equipment and provisions and for their overseas advertising,
publicity and promotion under the Hotel Incentive Quota Scheme.
To be eligible to apply for classification, a functioning hotel must fulfill the following
minimum basic requirements:
i) The hotel must have at-least 10 let able bedrooms.
ii) All rooms should have proper ventilation and ceiling fans.
iii) Carpet areas in respect of rooms and areas of bathrooms should by and large adhere
to the following limits prescribed:
Failure to satisfy these conditions will disqualify a hotel for consideration. The general
features, facilities and services expected of hotels in the different star categories are
broadly described here:
3.5 HOW TO APPLY FOR STAR CLASSIFICATION
A classification fee (at the existing rate) is payable by the hotels applying for
classification.
The Classification fee is payable by means of a demand draft drawn in favor of the pay
and accounts officer, department of tourism, New Delhi. For reclassification, fee will by
50% of the fee payable at first time.
Application form for the particular star category applied for can had from the member
secretary H.R.A.C.C, department of tourism, Government of India, ‗Transport Bhawan‘,
New Delhi.
The powers to classify hotels in 1 and 2 star categories have been delegated to the
respective State Government/Union Territories w.e.f 1.1.1986. A hotel applying for 1 or
2 star categories is, therefore, required to approach the concerned stare
government/union territory.
◘ Classification for newly operational hotels must be sought within 3 months of
completion of approved hotel projects. Operating hotels may opt for classification at
any stage. However, hotels seeking re-classification should apply for reclassification one
year prior to the expiry of the current period of classification.
◘ If the hotel fails to reapply 1 year before the expiry of the classification order, the
application will be treated as a fresh classification case.
◘ Once a hotel applies for classification / re-classification, it should be ready at all times
for inspection by the HRACC. No requests for deferment of inspection will be
entertained.

Page 27


◘ Classification will be valid for 5 (five) years from the date of issue of orders or in case
of reclassification from the date of expiry of the last classification provided that the
application has been received within the stipulated time mentioned above, along with
all valid documents. Incomplete applications will not be accepted.
◘Hotels which propose to let out part of or all its rooms on time-share basis are not
eligible to be classified
3.6 FIVE STAR CATEGORY
General Features - The facade, architectural features and general construction of the
hotel building should have the distinctive qualities of a luxury hotel of this category .The
locality, including the immediate approach and environs should be suitable for a luxury
hotel of this category and there should be adequate parking space for cars. The hotel
should have at least 25 let able bedrooms, all with attached bathrooms with long bath or
the most modern shower chambers. All public rooms and private rooms should be fully
air-conditioned and should be well equipped with superior quality carpets, curtains,
furniture, fittings etc., in good taste. It would be advisable to employ the services of
professionally qualified and experienced interior designers of repute for this purpose.
There should be an adequate number of efficient lifts in the building of more than two
stories (including the ground floor) with 24 hours service. There should be a welldesigned and properly equipped swimming pool. There should be a well-designated
lobby and ladies' and gentlemen's cloakroom equipped with fittings and furniture of the
highest standard.
Facilities - There should be a reception, cash and information counter attended by
highly qualified, trained and experienced personnel and conference facilities in the form
of one each or more of the conference rooms, banquet halls and private dining rooms.
There should be bookstall, beauty parlor, barbershop, recognized travel agency, florist
and a shop for toilet requisites and medicines on the premises. There should be a
telephone in each room and telephone for use of guests and visitors and provision for a
radio or relayed music and a TV set in each room. There should be a well equipped,
well-furnished and well-maintained dining room /restaurant on the premises and
wherever permissible by law, there should be an elegant, well equipped bar / permit
room. The kitchen, pantry and cold storage should be professionally designed to ensure
efficiency of operation and should be well equipped.
Services - The hotel should offer both International and Indian Cuisine and the food and
beverage service should be of the highest standard. Glassware, cutlery, silver, table wear
and all necessary accessories should be of best quality and standard. There should be
professionally qualified, highly trained, experienced, efficient and courteous staff in
smart, clean uniforms, and the staff coming in contact with guests should understand
English. The supervisory staff knowing at least one continental language should be
rotated on duty at all times. There should be 24-hour service for reception, information
and telephones. There should be provision for reliable laundry and dry cleaning
services. Housekeeping, at the hotel, should be of the highest possible standard and
there should be plentiful supply of linen, blankets, towels etc., which should be of the
highest quality available. Each bedroom should be provided with a good vacuum jug/
thermos flask with ice cold boiled drinking water except where centrally chilled purified
drinking water is provided.

Page 28


There should be a special restaurant / dining room where facilities for dancing,
orchestra are available.
3.7 2 STAR CATEGORY HOTELS
General Features - The building should be well constructed and the locality and
environs including the approach should be suitable for a good hotel. The hotel should
have at least 10 let able bedrooms of which at least 75% should have attached bathrooms
with showers and a common bathroom for every four of the remaining rooms and
should be with modern sanitation and running cold water with adequate supply of hot
water, soap and toilet papers. 25% of the rooms should be air-conditioned (where there
should be heating arrangements in all the rooms) and all rooms must be properly
ventilated, clean, and comfortable with all the necessary items of furniture. There should
be a well-furnished lounge.
Facilities - There should be a reception counter with a telephone. There should be a
telephone or call bell in each room and there should be a telephone on each floor unless
each room has a separate telephone. There should be a well-maintained and well
equipped dining room / restaurant serving clean, wholesome food and a clean, hygienic
and well-equipped kitchen and pantry.
Service - There should be experienced, courteous and efficient staff in smart and clean
uniforms. The supervisory staff coming in contact with guests should understand
English. There should be provision for laundry and dry cleaning services. Housekeeping
at the hotel should be of a good standard and good quality linen, blanket, towels etc.,
should be provided. Similarly, crockery, cutlery and glassware should be of a good
quality.


Page 29


3.8 LESSON SUMMARY
The Heritage Hotel Scheme has created immense interest and it has great potential
because it will greatly enhance India as a product owing to its special attraction. It will
also substantially increase the accommodation available for tourists within the country
in a short time and with comparatively less investment and will make substantially that
short fall which exists in the approved hotel category.
It will help to the heritage of the country (though in private hands) which may
otherwise be lost forever. Finally, it will generate substantial economic activity and
employment, particularly in the lesser developed areas where many of these properties
are located.
We hope that the information provided in the Unit will be utilized by you as per your
own requirements. These could be providing information to clients, putting Heritage
Hotels on the itinerary with packaging tours, planning to open your own heritage hotel,
improving the services, etc.
Normally hotels have four categories of rates, viz. rack rates, group and tour rates,
special and promotional rates, and package rates. The tariff also varies as per room
categories and bedding. A number of hotels offer special discounted rates for
Companies, Government, Military Tour, Agent and Salesperson. The meal plans are
usually of five types, viz. European plan, American plan (full and modified),
Continental plan and ‗Bed and Breakfast‘ plan. Guest relation is the integral part of the
hotel industry. A guest may be classified on the basis of presence in the hotel, on the
basis of recognition and on the basis of revenue (paying and complementary).
3.9 KEY WORDS
Clans – tribe, family, relations
Chivalry – politeness, courtesy, loyalty
Gallantry – courage, bravery, daring
Feudal - of, relating to, or having the characteristics of a medieval fee
Privy Purse- Amount of money given by the government to the kings & princes for their
Private expenses after India became independent.
Sepia - a photograph with a brownish tone
Lucrative – profitable, rewarding, worthwhile
Memorabilia - objects collected as souvenirs of important personal events or experiences
Fiscal – economic, financial, monetary
Intercede- intervene, mediate, negotiate
Environs – neighborhood, surroundings, locality
Deferment – postponement, rescheduling, suspension
1. Define History of Heritage Hotels?
2. Mention about the various Heritage Hotels of India?
3. Mention about the welcome Heritage Hotels?
4. Mention the Heritage Hotels of Neemrana?
5. Mention the HRH Heritage Hotels?
6. Name the palaces of India?
7. Write about Samode Hotels & Samode Haveli?
8. What is classification of hotel?

Page 30


9.
10.
11.
12.

What is the eligibility for star classification?
How to apply for star classification?
What are the general features, Facilities & services for a five star hotel?
What are the general features, Facilities & services for a two star hotel?

3.11 REFERENCES
1. M. Zulfikar, Introduction to Tourism and Hotel Industry,Sangam Books Ltd.
Wiley.


Page 31


UNIT -04
BASIS OF ROOM TARIFF CHARGES
CONTENTS
4.0 Objectives
4.1 Introduction
4.2 Various types of room plans.
4.2.1 European Plan
4.2.2 Continental Plan
4.2.3 American Plan
4.2.4 Modified American Plan
4.3Types of Rooms in Hotels
4.3.1Deluxe Room
4.3.2 Superior Room
4.3.3 Standard Room
4.3.4 Economy Room
4.3.5 Suite
4.4 Lesson Summary
4.5 Key Words
4.7 References
4.0 OBJECTIVES
• Various Plans applicable in the hotels
• Different types of Rooms available in the Hotel.
• The facilities available to the guest.
4.1 INTRODUCTION
In most of the standard hotels, now days the basis of charging the guest differs
according to the property. There are various plans as per the choice of the guest, which
they feel suitable, and are charged according to that. There are various types of rooms
too available as per the choice of the guest, and above all regarding the facilities offered
by the hotel as per their classification.
4.2 VARIOUS TYPES OF ROOM PLANS
4.2.1 European plan - In this case only the lodging i.e. bed is offered. Thus the charges
are made for lodging only. The guest is free to take or not to take teas, breakfast, and
meals in the hotel. He has a choice of eating out at any other good restaurant. The guest
is booked to pay for lodging only and is charged separately for all other things or
services he enjoys or consumes. This system is generally followed by youth hostels or
hotels which are situated in metropolitan cities. In India most of the hotels are being run
on European plan. Almost all the public sector hotels are run on this basis.
4.2.2 Continental Plan - In the case of continental plan, bed and breakfast are included
in the tariff charges. Thus bed is offered along with breakfast and the guest is, however,
free to take his meal and tea as he likes. Thus the guest tariff includes lodging and ‗bed
and breakfast‘ and for other he is separately billed.
4.2.3. American Plan - Hotel where American plan is prevalent, boarding and lodging is
provided in the charge. The tariff fixed includes board and lodging. It is an all inclusive

Page 32


full board tariff. Accommodation and three meals daily are included in the price of the
room. It includes bed, breakfast and two principal meals and evening tea. The needs are
usually 'table d‘hôte menu'. It is also known as 'full pension'. This analysis is mostly
used at those tourist resorts, which are not situated in big cities.
4.2.4. Modified American Plan - The tourists mostly prefer this plan, as it is
comparatively more flexible. It is offered in most of the good hotels and is normally by
arrangement. It includes hotel accommodation, breakfast and either lunch or dinner in
the price of the room. Thus, in this type of accommodation bed and breakfast and along
with it one principal meal, lunch or dinner at the discretion of the guest is also included.
It generally includes continental breakfast and either 'table d‘hôte lunch or dinner in the
room rates. It is also known as 'demi-pension'. It has been observed that the Indian style
local hotels in India follow the European plan. However, and the western style hotels
operating in India which cater the foreign tourists, operates on the American plan.
4.3 TYPES OF ROOMS IN HOTELS
The tariff also varies as per room categories. Every hospitality establishment has
different types of rooms available but the most common type of rooms available in large
hotels are A - Deluxe (Maximum Rate), B - Superior (Moderate Rate), C – Standard
(Minimum Rate), D - Economy (Promotional rate). The accommodation is also
categorized depending on occupancy rates charged accordingly. Su - Suite, S - Single
occupancy, D – Double occupancy.
Category Type of Accommodation
4.3.1. Deluxe Room- offers the best location in the hotel and offers best view, highest
level of comfort with matching furnishings and decor. The amenities include a fully
stocked bar or refrigerator and the room has king or queen beds.
4.3.2. Superior Room - is a medium rate room usually located on the ground floor with a
good view and may have a double king or queen bed.
4.3.3. Standard Room is a regular room consisting of one or two double beds, a queen
bed or two twin beds. They may not have either a good view or a good location.
4.3.4. Economy Room- generally a room reserved for promotional or discounted rates
and may have under sized beds, small floor plan or a mediocre location.
4.3.5. Suite normally consists of two rooms -a living room and a sleeping room. It may
sometimes also have a kitchenette or conference room. The other amenities provided are
a stocked bar and refrigerator.
4.4 FACILITIES OFFERED IN HOTELS
Facilities offered by hotels may be the most important criteria for classification. Some
countries adopt Star Rating System. Thus a five star hotel which is the highest rating
provide facilities such as central air conditioning, attached bathrooms with hot and cold
water, channel music, wall to wall carpeting, shopping arcade, health club, swimming
pool, sports facilities and a variety of restaurant & bars including coffee shop, specialty
restaurant, grill room etc. These are some of the criteria of star rating. Certain such
facilities are denied as the star rating of the hotels goes lower and lower. They may be
excluded for a variety of reasons such as cost, level of business etc.


Page 33


4.4 LESSON SUMMARY
According to type of plan (tariff pattern), hotels are classified into European Plan,
Continental Plan, American Plan/ Modified American Plan and ‗Bed and Breakfast
Plan‘. According to the size, hotels are grouped into small hotels, average hotels, above
average hotels and large hotels. According to visitors stop-over, hotels are grouped into
Residential Hotels, Semi Residential Hotels, Transient / Transit Hotels and Resort
Hotels. According to its relationship with transport, hotels are grouped into Motels,
Railway Hotels, Airport Hotels and Floating Hotels.
Normally hotels have four categories of rates, viz. rack rates, group and tour rates,
special and promotional rates, and package rates. The tariff also varies as per room
categories and bedding. A number of hotels offer special discounted rates for
Companies, Government, Military Tour, Agent and Salesperson. The meal plans are
usually of five types, viz. European plan, American plan (full and modified),
Continental plan and ‗Bed and Breakfast‘ plan. Guest relation is the integral part of the
hotel industry. A guest may be classified on the basis of presence in the hotel, on the
basis of recognition and on the basis of revenue (paying and complementary).
4.5 KEY WORDS
Discretion – carefulness, judgment, caution
Amenities – facilities, services
Mediocre – average, ordinary, middling
Kitchenette - a very small room, or part of another room, equipped and furnished as a
kitchen
Arcade – mall, walkway, shopping arcade
1. Mention the various types of room plan?
2. Mention the different types of Rooms in Hotel?
3. Write in short about the facilities offered in the hotel?
4.7 REFERENCES
1. M. Zulfikar, Introduction to Tourism and Hotel Industry, Sangam Books Ltd.
Wiley.


Page 34



Page 35



Page 36


UNIT -05
ORGANIZATION OF LODGING PROPERTIES
CONTENTS
5.0 Objectives
5.1 Introduction
5.2. Independent Hotels
5.3 Chain Hotels
5.4 Franchisee and Referral Groups
5.5 Management
5.6 organization Mission goals & strategies
5.6.1 Mission
5.6.2 Goals
5.6.3 Strategies
5.7 Hotel Organization & its functional areas
5.7.1 Functional areas
5.8 Front office Organization
5.9 Functional Organization & FO Department
5.10 Lesson Summary
5.11Key Words
5.13 References
5.0 OBJECTIVES
• Regarding the advantages & disadvantages of Independent hotels,
• The various Chain Hotels in India & abroad.
• Franchisee & referral Groups
◘ Front office department and its functions
◘ Front office organization
◘Duties and responsibilities of front office staffs
◘ Front office desk layout and equipments
5.1 INTRODUCTION
In this unit we discuss the Organization of Lodging properties presently in practice.
The organization and management depends on the type of hotel organization they are
operating. From this we can understand the advantages and disadvantages of various
types of organization hotels are operated.
At the hub of the hotel world is the reception desk where most guest transactions take
place. It is here that the guest is received, registered and assigned a room. Information,
mail, messages, complaints and room accounts are all dealt with here.
Therefore, to a large extent, the reception team is the key to an enjoyable and problemfree stay for the hotel guest. It is also the centre of attraction and money generation for
the establishment.
5.2 INDEPENDENT HOTELS
These hotels are on ownership basis and do not have any affiliation or contract through
any other property. And also they do not have any tie-up with any other hotels with

Page 37


regards to policy, procedures and financial obligations. The advantage in this type of
hotel is that they need not maintain a particular image and they are not bound to
maintain any set targets, but can independently adapt quickly to the changing trends.
 Independent hotels do not have ownership or management affiliation with other
properties.
 They have no relationship to other hotels regarding policies, procedures,
financial obligations, management, accounting etc.
 These may be registered as sole proprietor-ship or a private limited company.
 The owner may decide the standard, type of clientele, the tariff etc.
 He may tie up with travel agencies to sell his property against commission.
5.3 CHAIN HOTELS
There are many single owner hotels, yet more and more hotels and motels are now
getting affiliated to each other. This gives them the advantage of a large central
organization providing reservation system, management services, financial strength,
expertise, manpower specialties, merchandises and promotional help.
5.4 FRANCHISE AND REFERRAL GROUPS
Franchises: are special categories of chain operations, they pay fees to use name,
building design and business methods of the franchisor. Furthermore, the franchisee
must agree to maintain the franchisor‘s business and quality standards. The franchisee is
usually responsible for generating funds to start the business.
 Franchise is a system in which the franchise owner grants another the right or
privilege to merchandise a product or service for a specified return.
 Franchise Agreement is an agreement under which the owner operates as a
member of the chain, utilizing the brand image, name, goodwill and obtaining
for a certain fee some services of marketing and operating nature support from
resources of a large organization, advertising, sales promotion, technical and
financial help etc.
 The best known franchising companies are Holiday Inn, Choice International,
and Quality Hotels & Inns etc.
Referral groups are that members, who are independent operators, achieve the
marketing benefits of chains without chain membership.







Referral Groups consists of independent hotels which have grouped together for
some common purpose.
Though the properties in the referral group may be different from each other but
there is sufficient consistency in the quality of service to satisfy guest
expectations.
The member hotels recommend guests to other member hotels.
Best Western International, one of the largest hotel chains is the best example of
referral groups.
The referral groups also extend benefit of more extensive reservation and
expanded advertising through pooled resources.


Page 38


5.5 MANAGEMENT
 Management companies are organizations that operate properties owned by
others.
 Those other hotels may be owned by individual persons, partnerships or private
limited companies.
 The individual hotel, under construction, may contract with a professional hotel
management company to operate the proposed property.
 These contracts are normally on a long-term basis.
 Some management companies, when feel that they must have a hotel in a
particular location then they approach prospective individuals to build a hotel
and operate under their managements contract.
 The management contract can even be signed before the construction starts.
 After paying the management fees, operating expenses, the owners keep the
balance cash for paying their debts, taxes etc. and the balance is their net profit.
 The Management companies only take over the management of the company,
whereas the franchising companies provide the financial assistance, advertising,
central reservation facilities, marketing etc.
5.6 ORGANIZATIONAL MISSIONS, GOALS AND STRATEGIES
5.6.1 MISSION:
Therefore, the mission statement should indicate how it would satisfy all three
factors so that they continue performing well in the hotel industry. An example
of a mission statement is given below.
In the initial stages of the formation of a company, promoters discuss and
formulate the broad guidelines that the company will follow in the future. These
guidelines are collectively known as the MISSION STATEMENT.
A MISSION is the unique purpose that sets one hotel or motel company apart
from others. Moreover, the mission statement gives meaning and direction to
hotel policies. When faced with problems, uncertainties or the need to take
strategic decisions, managers shall always make sure that their decisions match
the mission statement. The mission statement shall be general and broad. For, if a
mission were specific and limited, it would be impossible to apply the mission
statement in any future circumstances. The mission statement shall reflect the
interests of participants interacting in the hotel industry, namely:
1. Guest: Guest(s) constitute one of the most important factors in the hotel industry. No
guest means an accommodation sector!
2. Employee: A hotel with no employees would simply mean that guests would not be
welcomed, registered or assisted. Employees are therefore the fundamental factor in
hotel industry.
3. Management & Owners: A hotel with no managers resembles an army sans
generals. Moreover, there have to be investors to put in money to build, furnish and
operate a hotel.


Page 39


5.6.2 GOALS:
Bearing in mind the company's mission statement, managers shall put together
the company's global objectives and then break them down to departmental
goals and objectives.
By definition, goals are those activities and standards an organization must
successfully perform or achieve to effectively carry out its mission. Moreover,
goals shall be:
1. Specific and limited
2. Tangible
3. Quantifiable
If objectives were general and non-quantifiable, it would be impossible to ascertain
whether company‘s actual performances match planned objectives.
5.6.3 STRATEGIES:
After determining departmental goals and objectives, managers shall design the
best methods their respective departments or divisions shall use to achieve its
goals. These methods are referred to as strategies.
Managers shall further break down each strategy into tactics (i.e. day-to-day
methods to implement the strategies). An example of a Front Office department
goal, a strategy to achieve this and the related tactic is given below:
Goal: Operate the front desk efficiently and courteously so that guests register within 2
minutes of arrival.
Strategy: Pre-register guests with reservation guarantees as room become available from
the housekeeping department.
Tactic: Pre-print registration cards for arriving guests and segregate cards of all guests
with reservation guarantee.
Managers should continuously monitor and evaluate their strategies and tactics,
revising them if necessary, so that department goals and objectives are fully
attained at the end of the planned period.
5.7 HOTEL ORGANIZATION AND ITS FUNCTIONAL AREAS
In order to carry out its mission, global goals and departmental objectives, every
company shall draw up a formal structure depicting the hierarchy of managerial,
supervisory and employee (staff) levels. This structure is referred to as organization
chart. The organization chart projects reporting relationships span of management
and staff or line functions. Two types of relationships might exist between any two
functions on an organization chart. An organization chart shall be flexible in order to
reflect and survive ever-changing environmental dynamics. Therefore, organization
charts shall be reviewed from time to time to determine whether the actual
organization still matches environmental needs and conditions (guests, employees,
technology, competition, etc.). Changes in the organization chart shall be initiated
through SWOT (Strengths, Weaknesses, Opportunities and Threats) analysis.
Organization charts shall be tailored to fit the needs of each individual hotel
property. Given the uniqueness of an individual property, it is most unlikely there
be any two hotels having exactly the same organization chart.


Page 40


FUNCTIONAL AREAS:
There are two approaches to classify departments in typical hotels:
1. Revenue Generating versus Cost Centers: The first approach is by differentiating
departments with respect to revenue generation. Departments that generate revenue
to the hotel (e.g. Front Office, F&B, etc.) are called revenue generators and
departments that incur cost without directly contributing to hotel profitability are
called cost or support centers (e.g. Accounting Department, Maintenance and
Engineering Department, etc.).
2. Front House versus Back House: This approach classifies departments by the
frequency their staffs communicate with guests. If communication between staff and
guest is frequent then the department is termed as a ―front house‖ or ―front office‖
department (e.g. Front Office Department). On the other hand, if communication
between department staff and guests is non-existent or occasional, then the
department is said to be a ―back house‖ or ―back office‖ (e.g. Maintenance and
Engineering Department).

5.8 FRONT OFFICE ORGANIZATION
Front Office Manager- He is the head of the department. His area of activity include
front desk, bell desk, lobby, information counter, back office, telephone operator,
reservation counter etc. the manager has ensure that his staff reports of duty in time
with proper uniform. He has to ensure smooth running of the dept. The manager
prepares the duty schedule, weekly off, sanction leave etc. He has to ensure that the
V.V.I.P. or V.I.P. is received properly. He has to check the functioning of each section
under the dept. He deals with a complaint against his staff and also the complaints of
the guests. He is responsible to taking decision at the time of unusual events such as
death, theft etc.
Asst. Front Office Manager- He is the responsible person for taking decision in the
absence of front office manager. He has ensured the smooth running; efficient polite

Page 41


personalized service is given to the guest by his staff. He has to see that all dept. staff are
carried out their duty is very efficiently.
Reservation Manager- In large hotel, reservation is responsible for the smooth
functioning of the entire reservation section. He has to plan and control all room
reservation and must inform the front office manager about the room position. He has to
handle all reservation including groups, crews, V.I.P. etc.
He has to prepare monthly reports 10 days forecast etc. He has to see all dates are fully
booked after the approval from the F.O. Manager. He has to prepare the training
schedule for all new recruits in this section.
Reservation Assistant- In a large hotel, he is responsible for handling the entire duties
assistant by the reservation manger and in a medium type hotel he is the in charge of the
reservation section. He has to prepare the details regarding arrival room requirements
expected departures etc. He has to check the V.I.P. reservation and ensure V.I.P.
ministers, voucher for fruits, beverages and other special items providing in the guest
room. He has to prepare replaces to all reservation enquiring coming through telephone
telex, fax. He has not down the arrival of V.I.P.‘s and guest required special services.
Reservation Clerk- He is responsible to attending all reservation enquires by personal
by letter, telephone, telex, and fax etc, gives proper information. He has to comfort the
booking and prepare the arrivals list for each day. He has to send the arrival list to
reception, housekeeping dept. F & B dept. etc.
Lobby Manager- He is responsible to look after all activities in the lobby. The reception
information bell desk etc., are normally under the control of the lobby manager. He is
considered as a problem solver and authority to handle all guests problem. The lobby
manager could this have to be an experienced person and should capable to handing the
guest problem. He has to known about the rules and regulations of establishment. The
lobby manager controls a learn supervisors and they will handle the different sections.
He would have highly diplomatic in all his dealings.
Bell Captain -He is the person responsible to organize and supervise and control all
lobby service to guest satisfaction. He is responsible to control and supervise all bell
boys to get maximum efficiency. He is responsible for the safely and security of the
lobby. He has to ensure that all procedure regarding arrivals and departure are followed
strictly. He has to attend all guest complaints in the issue of manager He has to
supervise delivery of morning newspaper to the guest room and handle left luggages.
Bell Boys- There is responsible for handling all guest luggages in the hotel. He is
responsible to take the guest baggages from the vehicle and escort the guest to this room
at the time of guest arrival. He has to explain the operation of light switches, A/c
controlling etc. to the guest. At the time of departure he has to bring down the luggage
from the room. He is also responsible to distribute daily news papers to guest room
administrative officers depts. Etc. They have to keep the lobby area clean and clear to
ensure smooth traffic floor. They have to reports to the lobby manager about the guest
with sandy baggages or to no baggages. The bell boys will do the paging distribution of
mail etc…
Front Office Supervisor- He reports to Asst. Front office manager or lobby manger. The
supervisor is responsible to supervise and ensure the smooth and efficient functioning of
the front desk systems and standard set by the manager. He has to ensure that all front
staff reports on time with proper uniforms and properly uniformed. He is responsible

Page 42


briefing all dept staff to ensure maximum efficiency. He has to check and sign the log
book and take appropriate action. He is also responsible to meet and great all at the time
of guest arrival.
Information Asst. - An information asst is responsible to distribute room keys to
registered guest. Answer all the incoming call for all messages. Handle guest mail,
parcels, telegrams, telex etc… Keep information about their hotel tourist places road
maps, plate timing, train timing…
Front Office Asst.- He is responsible to receive, register and allotting room to all guests
coming to the hotel. In large hotel, the receptionist reports to the front office supervisors
and the receptionist must keep a room status register or board accurately.
Front Office Cashier - He is responsible to receive payment from guest at the time of
departure or settlement of their bills. He is responsible to accept all credit payment by
getting the signature of the guests in to the voucher. He has to accept credit cards,
travelers cheques, travel agents voucher etc. He is also responsible to look after the safe
deposit lockers and foreign currency exchange regulations.
Telephone Operator- He is responsible for the efficient operation of the telephone
exchange installed with .The telephone has to attend all the incoming calls with the
hotel and direct to the proper extensions. He has to control all outgoing calls from the
hotels including STD & ISD. He is also responsible to handle wake-up call service
promptly and timely. The operation should very speedily and accurate when connecting
all incoming calls and outgoing calls. He should keep a clear voice while attending the
calls.
Doorman / Linkman- He is place of duty is the main entrance of the hotel. He is
responsible to open the main door at the time of a guest arrival or departure. When a
vehicle arrived, he should inform the bell desk for bell boys and then opens the door of
the car. He should carry umbrellas in the rainy season. He keeps the unwanted visitors
away from the hotels. At the time of guest departure he should call the car or the vehicle
for the guest. Normally he may wear a peak cap as a part of his uniforms.
Valet- This is also a uniformed staff in the hotel. A valet is responsible for giving
personnel service to the room guests according to their request. He may help in all his
personal works including packing and in packing of guest‘s baggage‘s, ironing of
guest‘s clothes and attending any laundering and dry-cleaning needs of the guest. The
valet service is normally provided by superior hotels, in such most of the guest may
request a personalized service.
Lift Operator- In some hotels the lift is normally operated by a lift operator. Even if the
lift is automatic, it is advisable to have and attend to operate lift. The operator is
responsible for the condition and cleanliness of the lift. He should keep a regular
maintenance record and never permit any unauthorized person to operate the lift. He
should take care that the lift is not over loaded and normally he wears a similar uniform
that of bell boys.
Guest Relation Executive- In large hotels there are G.R.E is and they are the
representative of the management of the hotel, for dealing all problems and complaints
of the house guests. He must always touch with the hotel guest and her office is near to
the reception office. She has to deal with the all problems very politely and
diplomatically.


Page 43


5.9 FUNCTIONAL ORGANIZATION OF F.O. DEPARTMENT
The front office department of a hotel comprises of various sections. Depending on the
size of the hotels, the sections may vary. In small or medium sized hotels the sections
may be merged and handled accordingly. The following are the sections of the front
office department.
1. Reservation Section is responsible for booking of rooms in advance. It is responsible
for the receiving of the room requests, reservation analyzing and documentation of the
room requests received. This section of the department depends upon the size of the
hotel; if the hotel is small sized there may be not be a separate section for reservations.
This section is mostly found in mid sized and large sized hotel.
2. Front Desk Section is responsible for receiving the guest, registering of the guest,
assigning of room and room keys and remote controls for television and air conditioners
if such services are available and assistance to the guest during their stay. They are also
a source of information for government offices.
3. Bell Desk is mainly responsible for luggage handling of the guests. It consists of
group of uniformed staff for guest services. This section is maintained separately in
large hotels only.
4. Travel Desk Section handles the transportation facility of the hotel guest. It assists in
the booking of air tickets, hiring of the car and other transportation facilities. It also
arranges / organizes city tours, sightseeing tours to the guests on request.
5. Business Centers serve the guests with laptops, internet, mobiles, facsimile, LCD
projectors, and photocopier and also on request secretarial facilities. This is the latest
addition in the large and medium sized hotels, in line with the electronic era.
6. Concierge Section provides information about the hotel, its services and amenities,
city, town, country, travel and transport, banks etc. They can also handle the guest
luggage and bags if the hotel does not have the bell desk section. The receiving and
distribution of mail and message, packets, news papers and magazines in the early
mornings to guest room are also attended to. In addition, it may also handle the hiring
of the car and booking of air tickets and other transportation facilities if there is no travel
desk in the hotel.
7. Cashiering Section is responsible for maintaining and recording guest accounts and
bills and folio of guest and either cash or credit settlement of guest folios at the time of
departure.
8. Communication and Telephone Section handles the guest telephones and messages,
both incoming and outgoing of the guest.


Page 44


LESSON SUMMARY
The hospitality industry is part of a larger enterprise known as the travel and tourism
industry. The two main segments of the hospitality industry are the lodging industry
(also called hotel industry) and the food and beverage industry (also called restaurant
industry).
Some of the earliest known hotels are taverns or inns, caravanserais, etc. where travelers
rested and slept. During the middle ages, the churches across the world established
guest offices for pilgrims and travelers. The merchant class hotels began to emerge in
15th century due to increase in trade. The inns of the 16th century provided private
rooms to the visitors. The present day hotels started emerging from the late 18th
century. The past one hundred years have brought about dramatic changes in modes of
transportation, as well as in lodging accommodations. Hotels are built near the railway
stations and bus stands for the convenience of passengers.
The front office department is the nerve centre of the hotel. This is the department where
the guest first checks-in and finally checks-out of the hotel. The front office is also the
main controlling centre of all room services. The front office functions include
reservations, registration, room and rate assignment, guest services, room status
maintenance, settlement of guest accounts and creation of guest history records.
The front office department of a hotel comprises of the following sections: Reservation
section, Front desk section, Bell desk, Travel desk, Concierge section, Cashiering section,
Communication and telephone section, and Business centers. The Front Office Manager
must be a skilled planner who channelizes the various resources viz. people, money,
time, work methods, materials, energy and equipment to suit the objectives of the
property. The Front Desk Agent (Receptionist or Front office Assistant) is the first
person a guest sees on entering the hotel and the last person the guest sees on leaving.
5.11 KEY WORDS
Affiliation – association, relationship, connection
Obligations – compulsion, responsibility, commitment
Merchandises – products, commodities, produce
Prospective – potential, future, forthcoming
Hub – center, core, focal point
Sans – without, lacking, short
Tangible- touchable, real, substantial
Quantifiable- medical, experimental, proven
Hierarchy - pecking order, ladder, chain of command
1. What are Independent Hotels?
2. Write in short about Chain Hotels?
3. What are franchisee and referral group?
4. What is management based hotels?
5. Write in detail about Organizational mission, Goals & Strategies?
6. Write in detail about Hotel Organization & its functional areas?
7. Write in detail about Front Office Organization?

Page 45


8. Write in detail functional sections of Front office?
5.13 REFERENCES
1. M. Zulfikar , Introduction to Tourism and Hotel Industry, Sangam Books Ltd.
Wiley.
5 Alan T. Stutts, James Wortman, Hotel and Lodging Management: An Introduction,
Wiley.
6. James A. Bardi, Hotel Front Office Management, Wiley.
7. Ahmed Ismail, Front office operations and management, Thomson Delmar Learning.
8. Michael L. Kasavana and Richard M. Brooks, Managing Front Office Operations,
Educational Institute of American Hotel & Motel.


Page 46


UNIT -06
FRONT OFFICE OPERATIONS
CONTENTS
6.0 Objectives
6.1 Introduction
6.2. Reservation
6.3 Types of Reservation
6.3.1 Guaranteed Reservation
6.3.2 Non Guaranteed Reservation
6.4 Reservation Enquiry
6.5 Sources of Reservation
6.5.1 Central Reservation System
6.6 Group Reservation
6.7 Wall Charts
6.8 Computerized System
6.9 Control Books
6.10 Reservation Confirmation
6.11Amendment/ Cancellation
6.12 Expected arrival, Stay Over
6.13 Lesson Summary
6.14Key Words
6.16 References
6.0 OBJECTIVES
◘ Reservation and its types
◘ Sources of reservation
◘Reservation availability
◘Equipment tracking room availability
◘Reservation records and confirmation.
6.1 INTRODUCTION
A hotel mainly relies on the income generated from the effective letting of its bedrooms
for profit. A large percentage of revenue is obtained from room sales, and out of that
again, a large proportion is contributed by the advance booking or reservation of rooms
of the hotel.
Reservation is an activity concerning the sale of room. In a small hotel, the volume of
reservation, i.e. advance booking of room is much less as compared to a large hotel;
hence this function and subsequently the work involved in reservations can be done by
the receptionist himself at the reception counter. In a large hotel, the volume of work of
booking of rooms is quite big and hence it becomes necessary to allocate a separate
section away from the reception counter so that the receptionist can concentrate more on
the guest services


Page 47

Front office operation

Recommended

Recommended

More Related Content

What's hot

What's hot (20)

Similar to Front office operation

Similar to Front office operation (20)

More from ECDL Group of Educational Instituions

More from ECDL Group of Educational Instituions (9)

Recently uploaded

Recently uploaded (20)

Front office operation