A hotel provides lodging, food, and other guest services. There are various types of hotels including commercial, airport, suite, residential, and resort hotels. A hotel has both revenue centers like the front office and food and beverage outlets that generate income, as well as support centers like housekeeping, accounting, and engineering that provide important backing. The front of the house includes guest-facing areas like the front office and lobby, while the back of the house has areas where guests have less interaction such as housekeeping, kitchen, and engineering. The operational departments of a hotel are the rooms division, which includes the front office and housekeeping, and the food and beverages division.

2. ACCOMMODATION OPERATION & SERVICES

3. Hospitality
Introduction:
Hospitality is derived from the Latin word hospitare meaning to “receive
as a guest.”
Hospitality is defined as the act of welcoming, receiving, hosting and
entertaining guests. Hospitality refers to the relationship between a guest
and a host. When we talk about “Hospitality Industry”, we are referring to
all those industries or companies which are providing hospitality services
in exchange of money.

4. What is a hotel?
A commercial establishment providing lodging, meals/food and other
guest services is called a hotel.
In general to be called a hotel, an establishment must have a minimum of
six letting bedrooms, at least three of which must have attached private
bathroom facilities.

5. Types of Hotels
 Commercial hotels/corporate hotels
 Airport hotels
 Suite hotels
 Residential hotels
 Resort hotels

6. Corporate Hotel

7. Airport Hotel

8. Resort Hotel

9. Functional Areas of a Hotel
A hotel’s divisions and departments (its functional areas) can be classified
in almost as many ways as the hotel itself. One method involves
classifying an operating division or department as either a revenue
center or support center.
• Revenue Center:
A revenue center sells goods or services to guests, thereby
generating revenue for the hotel. The typical revenue centers include the
front office, food and beverage outlets and room service.
• Support Center:
It includes the housekeeping, accounting, engineering &
maintenance & human resource divisions. They do not generate direct
revenue, but provide important backing for the hotel’s revenue centers.

10. Difference between “Front of the House” & “Back of the House”
Front of the House Back of the House
Front of the house are areas where
guests interact with employees.
Such areas include the front office,
restaurants, lobby and lounges.
In back of the house areas,
interaction between guests and
employees is less common. Such
areas include housekeeping, F&B
production (kitchen), engineering,
accounting and human resources.

11. Front of the House (Front Office)

12. Front of the House (Lobby)

13. Back of the House (Housekeeping)

14. Back of the House (Kitchen)

15. Operational Department of a Hotel
The operational division of a hotel can be divided into two
sub divisions:
1. Rooms Division
2. Food & Beverages

16. Rooms Division
This division of a hotel comprises of departments and
personnel essential to provide the services, guests expect
during a hotel stay.
In general, the rooms division comprises of two major
departments, the front office and housekeeping, which are
involved in the sales or services of rooms to guests.

17. The Front Office
• The most visible department in a
hotel.
• The focal point of activity for the
front office & is prominently located
in the hotel’s lobby.
• Guests come to the front desk to
register, receive room assignments,
and inquire about available services,
facilities and the city or surrounding
area and to check out.
• Other functions include receiving
and distributing mail and messages.
• The functions of front office are to:
 Sell guest rooms, register
guests & assign guest
rooms.
 Coordinate guest services.
 Maintain accurate room
status information.
 Maintain guest accounts &
monitor credit.
Other sections and responsibilities
of a front office department include:

18. The Front Office
• Reservations:
 Responsible for receiving
and processing reservation
requests for future
overnight accommodations.
 Work closely with the
hotel’s sales & marketing
division when large group
reservations are being
solicited or processed.
 Must maintain accurate
records & closely track
room availabilities in order
to avoid overbooking.

19. Housekeeping
The housekeeping department is
responsible for cleaning and
maintaining the guest rooms,
public areas, office spaces and back
of the house areas in the hotel so
that the property is as fresh and
attractive as its first day of
business.
A hotel which fails to provide clean
rooms to their customers would
lead to fewer businesses received
by the hotel. Therefore, the
housekeeping department and its
staff play a vital role to ensure the
profit and success of the hotel. In
many hotels, the housekeeping
department is the largest
department in the hotel.
A detail description of the
responsibilities of housekeeping
department includes the following
areas:

20. Housekeeping
• Cleaning of Guest Room Floors:
 Guest rooms
 Corridors
 Service lift and floor storage
areas
• Cleaning of Public Areas:
 Lobby and lifts
 Public restrooms
 Recreation facilities, e.g.
tennis courts, swimming
pools, gymnasiums.
 Guest self-serviced laundry
 Business centers
• Cleaning of Staff areas:
 Offices of different
departments
 Staff canteen
 Changing and locker rooms
 Storage areas
 Other utilities
 Laundry services
 Gardening
 Pest control