INTRODUCTION TO HOSPITALITY INDUSTRY.pdf

INTRODUCTION TO HOSPITALITY
INDUSTRY
• The word hospitality is taken from French word HOSPICE which means taking care of
those travelling.
• HOTEL: The term hotel was first used for first time by fifth duke of Devonshire to name a
lodging property in London in AD 1760.
The word HOTEL is derived from the French term hotel which refers to a French version of
townhouse.

1.Intangible
2.Inseparability
3.Variability
4.Perishability
5.Heterogeneity
6.Labour Intensive
7.Relationship Building
8.Diversity in Culture
CHARACTERISTICS OF HOSPITALITY
INDUSTRY

RELATIONSHIP OF HOSPITALITY WITH
TOURISM INDUSTRY
 HELPS IN GENERATING EMPLOYMENT
 HELPS IN DEVELOPING COUNTRIES
 HELPS IN DEVELOPING ECONOMY
 HELPS IN FOREIGN EXCHANGES
 HELPS IN DEVELOPMENT OF INFRASTRUCTURES
 PROMOTES PEACE AND STABILITY

TYPES AND CLASSIFICATION OF HOTELS

FOOD AND BEVERAGE SERVICE DEPARTMENT

NON REVENUE EARNING DEPARTMENT OF A
HOTEL
 Security
 Sales n Marketing department
 Purchase department
 Finance department
 Engineering department
 Store department

FRONT OFFICE ORGANIZATION OFA HOTEL

FUNCTIONAL ORGANIZATION OF
FRONT OFFICE DEPARTMENT

• Directs and coordinates the activities of the front office department, which includes room
reservations, guest room assignment, mail and information.
• Reports to the management (either manager or executive assistant manager) and is wholly
responsible to him for the daily functions of the front office.
• Maintains and/or develops applicable operation procedures involving both convention and
non-convention reservations, controlling of open and closed dates, availability and condition
of rooms and suites, guest arrival patterns, control of keys, receipt and flow of mail and
messages to ensure efficient methods and liaison between department sections and shifts.
• Must understand the functions of, and be able to cooperate with closely related departments
such as front office cashiers, assistant manager, credit, sales, housekeeping, service and inter-
hotel reservations.
• Meets with executive management and supervisors from these and other departments at
regular intervals to plan and coordinate hotel housing activity.
• Works closely with various convention group secretaries to aid their planning of arrival and
guest housing.
FRONT OFFICE MANAGER

• Assists from office manager in supervising and coordinating the day to
day operations of the front office staff and resolves internal problems.
• Co-ordinates staffing of mail and information and reservation clerks with
their supervisors.
• Arranges schedules of room salesperson . Liaises with sales department
for present and future convention and group bookings.
• Corresponds with future guests and blocks suites and special request for
large conventions.
• Deals with problems arising from guest complaints and reservation and
room assignment activities.
• Interviews and hires applicants.
ASSISTANT FRONT OFFICE MANAGER

• Schedules the duty roster and determines justification for manpower strength.
• Handles guest complaints, and ensures that the front office has good relations with
all departments.
• Co-ordinates with various departments for effective guest handling.
• Co-ordinates with front office — (reception and information) to facilitate rooming
and departure of guests and front office cash (to allow credits).
• Does liaison between the travel counter, airlines regarding arrival and departure of
flights.
• Takes constant rounds at night of all operating areas to ensure a smooth functioning
LOBBY MANAGER

• Distribute room keys to registered guests in the hotel when arrival errand card is
presented.
• Answer incoming calls for guests and report all messages.
• Handle all guest mail, information, parcels, telegrams as per laid down
procedures.
• Answer queries on house facilities and places of tourist interest.
• Keep information aids like time-table, road maps, hotel guide etc,
• Help in paying guests.
• Maintain log for guest and staff information. - Maintain guest racks
alphabetically.
• Sell hotel facilities through trained salesmanship.
INFORMATION ASSISTANT

• Report to bell captain.
• Handle guest arrival.
• Take the baggage from the car in the porch/gate to the room.
• Escort the guest to the room on arrival.
• Place the baggage in the room, on the luggage rack.
• Explain the operation and control of light switches/air-conditioning etc. to the
guests and switch them on.
• Handle departure of guest (through use of departure errand card).
• Under instructions from bell captain bring the baggage down from the room on
departure.
• Check the room to ensure that the guest has left no articles in the room by
mistake. Switch off all lights and air-conditioning.
• Obtain clearance from front office cashier on the errand card regarding the bill
i.e. paid/signed by the guest.
• Ensure collection of keys from guests at the time of check out and obtain
clearance from information section.
• Check for mail, messages for departure guests and, if available, collect and give
mail or messages to departing guest.
BELL BOY

BASIS FOR ESTABLISHING ROOM RATE

Basis of Charging Room Rates
The sale of rooms contributes more than 50% of total revenue generated in the hotel.
rooms are charged on the following basis:
 The 24 hours basis:
In twenty-four hours basis the room is charged for the stay of 24 hours. If a guest
arrives at 9 am today, the room charges will cover until 9 an tomorrow. No concession
will be given if the guest leaves few hours earlier. His/her hotel day begins at 9 am
every subsequent day. There is not any fixed time for check-in and check-out.
 The 12:00 noon:
A particular time of a day is fixed, mostly 12:00 noon as a check-in and check-out time
for all the guests, hotel day begins at this time. This method is advantageous that a room
can be sold twice in a same day. For example, Mr. A arrives at 12:00 noon and checks
out early. After few hours, Mr. Y arrives and is provided the same room, he is also
charged for whole day.
 The Nightly basis:
Here, the charge is fixed, according to the nights spent in the hotel. If a guest stays from
10 am until 6 am the next day, the guest in charged for one night or a day.

RESPONSIBILITY OF FRONT OFFICE DEPARTMENT
The Front Office department is divided into six distinct sections according
to their nature of functions. They are as follows:
1. Reservation
2. Reception
3. Information
4. Cash & Bill
5. Bell Desk
6. Telephone.

RESERVATION: 1. Handle all cancellations and revisit as a reservation made by
the guest from different sources and modes.
2. Keep out reservation correspondence complete and
systematic.
3. Process and confirm the reservation request.
4. Forecast future room reservation status.
5. Update the room availability chart.
REGISTRATION: 1. Warmly received all arrival guests.
2. Complete registration formalities and perform guest check-
in. Perform pre-registration formalities for a group, VIPs,
and disable guests.
3. Co-ordinate closely with the house-keeping department for
clearance of department room, room change, and UR (Under
Repaired) rooms.
4. Issue VIP amenities voucher to the food and beverage
service.
5. Co-ordinate closely with the bell desk for luggage handling
and room keys.

INFORMATION: 1. It is located at a front desk and responsible for handling mail
and messages with room keys.
2. It also provides information regarding outside and inside of
the hotel’s rules and regulations, facilities, services.
3. It also handles the e-mail, fax, xerox machine, cable
through the business center.
CASHIER: 1. The secure payment from the guest’s arrival.
2. To change foreign currency as per rules and regulation of
the hotel,
3. To manage the safety deposit locker.
4. To settle the guest accounts while check-out.
5. To balance cash at the close of shift.
6. To complete the guest check-out procedure.

TELEPHONE: 1. This section is handled by telephone operators and it is
located at the back of the office.
2. Its main function is to handle incoming and outgoing calls.
It is also responsible for managing wake up calls as
requested by the guest and preparation of telephone bills
made by guests and staff.
LOBBY: 1. It is an area which is located at the entrance of a hotel
building with a sitting arrangement for guest’s visitors to
meet and wait.
2. It is synonymous with the word “Foyer” which means a
wide passage or large hall just inside the entrance of a public
building.

BELL DESK: 1. It is located at either side of the lobby entrance headed by
the bell captain and followed by bell boys.
2. This desk is responsible for handling the guest luggage
during arrival and departure.
3. The bell desk section also handles the paying, deliver guest
mail and messages to the concerned guest.
BUSINESS CENTER: The person who handles the business center is known as
Business Centre attended and the main function of this section
is to provide communication facilities and services like STD,
ISD, E-mail, internet, fax, xerox, etc.
TRAVEL DESK: This section of the front office is responsible for arranging the
packages, tickets, etc for the guest as per their request.

GUEST CYCLE
PREARRIVAL
RESERVATIONS
ARRIVAL
REGISTRATION
ROOM ASSIGNMENT
ROOM KEY ISSUE
BAGGAGE
HANDLING
OCCUPANCY
MAIL AND MESSAGE
HANDLING
GUEST ACCOUNT
MAINTENANCE
PAGING, SAFE DEPOSIT
DEPARTURE
PREPARATION OF GUEST
BILL
SETTLEMENT OF GUEST
ACCOUNT
TRANSPORTATION
FUTURE RESERVATIONS
POST
DEPARTURE
MAIL AND MESSAGE
HANDLING
BELL DESK AND
CASHIER

PREARRIVAL
 PROCESSING THE RESERVATION REQUEST OF THE
GUEST
 CREATION OF GUEST FOLIO
 BLOCKING THE ROOM FOR THE GUEST
 MAKING SPECIALARRANGEMENT FOR THE GUEST

OCCUPANCY
 HANDLING OF GUEST ACCOUNTS
 MESSAGE COORDINATION
 KEY HANDLING
 GUEST PAGING
 SAFETY DEPOSIT LOCKER
 GUEST ROOM CHANGE
 HANDLING GUEST QUERIES
 INFORMATION ABOUT HOTEL
 INFORMATION ABOUT CITY
 TRAVEL ARRANGEMENTS

DEPARTURE & POST DEPARTURE
 PREPARATION AND PRESENTATION OF GUEST
BILLS
 SETTLEMENT OF GUEST ACCOUNT
 LUGGAGE HANDLING BY BELL DESK
 LEFT LUGGAGE HANDLING
 SALES AND MARKETING ACTIVITY
 FAREWELL

PRE REGISTRATION
•Arriving guests may or may not hold reservations. Those with reservations are handled
quickly because pre-registration may be done.
•The activities performed before guest arrives are called Pre-Registration.
•It includes:
• Preparing arrival report of tomorrow. Calculating room availability.
• Making amenities voucher.
• Pre-fill the GRC.
• Keeping the room keys ready
• Keeping enough bell boys to handle the luggage of the guest.

•Guest registration is recording the guest’s information for official (legal)
purposes.
•These records are kept for 3 years and police/intelligence/Govt. agencies
may call for these records any time.
•During registration, the guest is required to enter important information
on the GRC such as guest name, contact number, purpose of stay at the
hotel, and passport and visa details in case of foreign guest.
•All guests, Indian or Foreign, must be registered by the hotel at check-in.
The prescribed forms for both are same. I.e. Form F.
•Details of Foreigners should be filled in one more form, Hotel Arrival
Report, also called Form C and must be sent within 24 hours to FRRO or
LIU & local police station.
GUEST REGISTRATION

•Form C of Pakistani, Chinese & Bangladeshi nationals must be submitted within 12 hours.
•Nationals of Nepal & Bhutan are exempted from Form C.
•Star hotels maintain loose registration forms , get it filled by guests and then file it
•Then a guest account is created by receptionist. We will take the amount of his stay in
advance. Guest can pay by cash/ card
•Then room is allotted to him according to his preference
•Then he is informed about the hotel facilities and room facilities
•Bell boy is called to escort the guest to his room along with the luggage

BELL DESK LUGGAGE HANDLING
BELL DESK
•There are many activities at the time of arrival, during stay and at the time of departure of guest.
•The bell desk should be situated in clear view of the front desk, cashier and particularly the doorman
standing outside the lobby.
• Also situated near the luggage centre and luggage entrance.
On Guest arrival:
•As soon as a taxi (or any other transportation) stops in front of the hotel / porch, Bell Personal or Door
man should open the passenger door.
•Greet the guest. Help the guest to get out of the taxi (if needed). Take the luggage from the trunk (ensure
with the guest that nothing is missing).
•Ask for guest name: "May I have your name Sir / Madam?"
•Tag the luggage.
•Escort the guest to the reception area or to the reception floor.

•Inform the guest that you will be taking care of their luggage.
•If the reception is located on another area or floor then, check the PMS and find out what
room has been allocated to the guest.
•Write down the room number on to the luggage tag.
•Check with the FO team if the check-in formality is completed. If the room is ready then
place the luggage on the luggage rack in the room.
•If the room is not ready, then store the luggage in the store room on the designated arrival
shelve and update the daily luggage register or log book with the details.

On Guest Departure
•Collect the luggage from the guest room. Try to have a casual conversation with the guest on the way
down.
•If the guest ask the luggage to be stored, tag the luggage accordingly (guest name, room number, date
and time of collection) and get the guest signature on the - Left Luggage Receipt. Store the luggage on
the designated departure area or in the left luggage room.
•If the guest is leaving the Hotel immediately after completing the check-out procedure, bring the
luggage to porch.
•If taxi is waiting then load the luggage to the taxi and request the guest to verify the loaded luggage.
•Update the departure luggage movement on the daily luggage register or log book.

BELL CAPTAIN:
He is in charge of the bell boys along with organization,
supervision and controlling of all the lobby services to guest
satisfaction in a shift.
Responsibilities:
1. Supervise the bell attendants and control their movements.
2. Take attendance and prepare staff schedules.
3. Attend guest complaints and handle telephone calls
4. Train the bell attendants for departmental efficiency.
5. Maintain the records of all the guests with scanty baggage
and no baggage and promptly inform the lobby manager on
shift.
6. Co ordinate and control the distribution of morning
newspaper.
7. Maintain first aid boxes.

BELL BOY
Bell boy transports the luggage at the time of check in and checkout. They also escort
the guest to their rooms and familiarize them with in room facilities and services
provided by the hotel.
DUTIES AND RESPONSIBILITIES:
• Handle the guest luggage that is transport the guest luggage from lobby to room at
the time of check in and from the room to vehicle at the time of checkout.
• Put luggage tag at the time of arrival of guest.
• Escort luggages to their rooms and familiarize them with inhouse telephone
directory, weather control and functions of all other equipments installed in the
room.
• When collecting the luggage at the time of checkout take a cursory look inside the
room to ensure everything is at its place.
• Keep the records of left luggage room.
• Inform about the scanty baggage guests at the time of check in.
• Help in locating guests in a specific area within the hotel premises.
• Deliver mail packages and messages to guest in their rooms.

LUGGAGE HANDLING PROCEDURES
Luggage handling of guest is done at various occasions such as arrival, stay and departure.
• UPBELL ACTIVITY: When luggage is taken from car to lobby and then to room it
is called upbell activity.
• DOWNBELL ACTIVITY: When luggage is taken from room to lobby and then to
car area it is called downbell activity.
LEFT LUGGAGE: These are luggage which the guest leave in the hotel while checking
out and collect it later.

LEFT LUGGAGE HANDLING PROCEDURE

LEFT LUGGAGE RECEIPT: 4 copies of left luggage receipt is maintained.
• 1st receipt is given to the guest.
• 2nd receipt is affixed on the luggage.
• 3rd copy is the file copy.
• 4th copy is retained in the book.
SL NO. LUGGAGE
TAG NO
NAME OF
THE
GUEST
ROOM NO. DATE OF
DEPOSIT
DESCRIPT
ION OF
LUGGAGE
LOCATION
IN
LUGGAGE
ROOM
COLLECTI
ON DATE
REMARKS
LUGGAGE INVENTORY SHEET

PAGING
IT IS THE PROCESS OF LOCATING THE GUESTS IN A SPECIFIC AREA OF A HOTEL.

Paging is done by two methods:
1.Page Board System
2.Public Address System.
In page board system, if a visitor has come to see the guest of there is a call, then the
Information Assistant writes the name and room number of the guest on both side of the
page board, which is a small board with some bells attached to it, and asks a bell boy to
carry that board to the specific area which has been specified by the guest. It is important
not to write any message on the page board as it may create embarrassment for the guest.
While paging through the public address system, the announcement is made for the guest
by the Front Desk staff through the channeled music system.

Though paging through public address system is easier and less time consuming
than the traditional page board system, still in hotels, the later is preferred. This is
because, most of the times people do not bother about the announcements made in
the public address system and this form of paging through the PA system is a
crude form of paging. On the other hand, paging through page board has a
traditional and ethnic touch, and it never goes unnoticed by the guest.
When a guest leaves his room without depositing the room key at Front Desk, and
Front Desk is not in a position to page for the guest at that point of time, then a
Mail Advise Slip is prepared and hung on the door knob

• Concierge is a French word which means doorkeeper-porter. The
word also refers to hospitality.
• In some hotels in India it is used in more broad sense and refers to
a person who has a desk called “The desk of concierge” which is in
the lobby of the hotel.
• It is an extended arm of ‘Information counter’ and provides all
that information when longer interaction with guest is needed,
such as planning itinerary etc. The concierge may also handle
room keys and does paging of guests.
CONCIERGE

•Maintains the cash float in the shift.
•Prepares the bill for the guest and does the settlement of the bill.
•Maintains the bill for the credit and debit transaction of the guest those who are long
stayers.
•Processes partial payment from the long stayer guest whenever they reach the credit
limit of the hotel.
•Makes the city-ledger folio of the guest in case their company is taking care of the
payment.
•Does the paid out of the guest and also collects the same from the guest at departure.
•Maintains the cash book per shift.
•Reimburses the debit amount from the finance department and provides them with the
required vouchers.
CASHIER

• A systematic examination of the financial transactions of guests is carried out by
competent people at the end of every day. This process is known as night audit.
• It is an official examination of business and financial records to see that they are
true and correct. The daily audit is carried out in hotels during slack time, normally
around midnight.
• Night auditor checks and confirms that the financial tractions occurred during the
day were correct and complete.
NIGHT AUDIT
• The main purpose of night auditing is to keep a track of the total revenue generated
during the day and to keep the guest accounts correct and up-to-date.
• The night auditor also verifies the entries posted in non guest accounts, monitors
guest credit limits, balances all accounts and sorts out any discrepancies in the
room status.

 Establishes the end of the day.
 Ensures the accuracy of Front Office accounting records and
balances them.
 Reconciles all the financial transactions between hotel and its
guests.
 Calculates the total revenue during the day.
 Verifies and validates the cashiers posting of charges in the
guest accounts.
 Posts the room charges in the guest folio.
 Transfers the unpaid guest accounts to city ledger.
 Monitors the house limit of guest.
 Prepares a high balance report of guest accounts that are
nearing or have crossed the house limit.
 Monitors discounts, if any, given by front office employees.
 Prepares reports for the management.
FUNCTIONS OF NIGHT AUDITOR

OPERATING MODES
Night audit procedure may be performed manually, semi automatically or
automatically.
 Non Automated: In a non automated system 4 forms are typically used to
complete the audit process. The system also uses transactional vouchers
produced by the hotel’s POS and sent to the front desk for processing. The 4
common night audit forms are
1. Daily and supplemental transcripts
2. Guest and non guest folios
3. Front Office cash sheets
4. Audit recapitulation sheets

 Semi automated:  One of the most important developments in the history of front
office accounting has been the account posting machine.
 Posting machines record guest charges on folios and
simultaneously perform a number of other activities that simply
the work of front office assistant and night auditors.
 Due to the advent of computers, mechanical posting machines
are no longer manufactured. Electronic posting machines cost
almost as much as personal computers, but are much more
limited in functionality.
 Forms produced in a semi automated audit system include a front office cash report and
night audit summary report, sometimes called a D card.
 The D card provides information that enables the night auditor to determine if the front
office accounting system is in balance.
 The D card shows the opening balance for the day, provides a running record of all the
debits and credits posted through the day, and produces a net outstanding balance.

Fully automated:  Fully automated systems can be interfaced with POS
equipment, call accounting systems, and other revenue center
devices for quick, accurate and automatic postings.
 Computer based systems enable the night auditor to spend
more time auditing transactions and analyzing activities and
less time performing postings and book keeping entries.
 Computerized front office accounting systems also offer
rapid access to information, thereby enabling front office
management to more knowledgably manage operations.

NIGHT AUDIT PROCESS
1. Complete outstanding postings
2. Reconcile Room Status Discrepancies
3. Balance all departments
4. Verify Room Rates
5. Verify No Show Reservations
6. Post Room Rates and Taxes
7. Prepare Reports
8. Verification of Cash
9. System Back Up
10. Distribute Reports

1. Complete outstanding postings:
 One of the primary functions of the night audit is to ensure that all transactions affecting
guest and non guest accounts are posted to appropriate folios before the end of the day.
 It is important to accurately post an account for all transactions on the day they
occur. Charges posted with the wrong date will confuse guests and severely complicate
cross referencing.
 Although the night auditor receives information on room revenue from the folio bucket,
the night auditor should also check room rate postings on guest folios against the house
keeping departments reports of occupied rooms. This is often called a BUCKET
CHECK.
 The Bucket Check helps ensure that accurate rates have been posted for all occupied
rooms and helps reduce the occupancy errors caused when front office assistants do not
properly complete check in and check out procedures.

2. Reconcile Room Status Discrepancies:
 Room Status Discrepancies must be resolved in a timely manner since imbalances can
lead to lost business and cause confusion in the front office. Errors can lead to lost and
uncollectible room revenues and omissions in postings.
 The auditor must review front office and house keeping department reports to reconcile
and finalize the occupancy status of all rooms for a given night. For example, if the
HK report indicates that a room is vacant but the front office believes it is occupied,
the auditor should search for an active room folio.
 If the folio exists and has a current outstanding balance, there are several possibilities.
• A guest may have departed but forgotten to check out
• A guest may be a skipper
• A cashier may not have properly closed the folio at check out.

3. Balance all departments:
 The night audit process can become quite complicated when errors are
discovered. The night auditor seeks to balance all front office accounts against
departmental transaction information.
 Vouchers received at the front desk are totalled and compared with POS revenue
summaries.
4. Verify Room Rates:
If a room is sold at a rate other than the rack rate, the night auditor should consider
several factors like the type of discount given, authorization for the discount, source of
reservation, documentation for discounting etc.
5. Verify No Show Reservations: The night auditor is also responsible for clearing
the reservation racks and posting retention charges to guaranteed no show
reservations. He must be careful to note that the reservation is not duplicate and should
ascertain that no cancellation is received for the same.

6. Post Room Rates and Taxes:
 Posting room rates and taxes to all guest folios usually takes place at the end of
day. Once room rates and taxes are posted, a report may be generated for front office
management review.
 The ability to electronically post room rates is a major advantage of an automated front
office system. Once the night auditor has verified the room rates to be posted, the
computer can auto post numerous room rate and room tax charges to the appropriate
electronic folios in a matter of minutes.
7. Prepare Reports:
The night auditor typically prepares reports that indicate the status of front office activities
and operations. Among those prepared for management reviews are the final department
detail and summary reports, the daily operations report, the high balance report, and other
reports specific to the property.
8. Verification of Cash: The night auditor compares the postings of cash payments
and paid outs with actual cash on hand. He reports any overages, shortages, or due back
balances.

9. System Back Up:
 Since a computer system eliminates the need for a room rack, reservation cards, and a
variety of other traditional front office forms and devices, front office accounting
depends on the continuous functioning of the computer system.
 A system back up in the night audit routine is unique to computerize front office
systems. Back up reports must be run so that front office can continue to run smoothly.
10. Distribute Reports:
 Due to the sensitive and confidential nature of front office information, the night
auditor must promptly deliver appropriate reports to authorized individuals.
 The distribution of night audit reports is the final step in the night audit
routine. Informed managerial decisions can be made if all night audit reports are
completed accurately and delivered on time.

VERIFYING THE NIGHT AUDIT
Numerous types of postings, mathematical and clerical errors can be identified
through an effective night audit. Among the most typical errors are those involving
previous balance pickup, transpositions and misplaced folios.
 Pickup Errors:
• In manual and semi automated front office systems, front desk agents must
access the previous balance of an account folio, post the debits and credits and
calculate a new current balance.
• If the previous balance is entered (picked up) incorrectly, the resulting ending
balance will be incorrect. This can happen whenever a posting is made to a
folio, not just during the night audit.
• Pickup errors are frequently the most time consuming errors to locate and
correct; it is often necessary to review all previous and ending balances on every
folio in order to identify the error.

Transposition Errors: A transposition error is one of the easiest to
identify. This type of error occurs when numbers related to a transaction are reversed—
for example, entering Rs 523 into a posting machine rather then the actual previous
balance of Rs 532
Missing Folios: Many times, a manual and semi-automated front office system is
out of balance because a folio has been filed incorrectly or has been removed from the
folio bucket.
AUDIT POSTING FORMULA
Previous balance + debit – credits= NET OUTSTANDING BALANCE

INTRODUCTION TO HOSPITALITY INDUSTRY.pdf

INTRODUCTION TO HOSPITALITY INDUSTRY.pdf

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