Most hotels today are not just a place which provide, basic accommodation, food beverage, but also other facilities in the form of cocktail lounges, banqueting facilities, communication services, entertainment services ,chemists, gym, health club facilities, beauty parlor, swimming pool, medi-care, travel agents, business centers and shopping arcades.
2. 2
HOTEL MANAGEMENT
CONCEPT
INTRODUCTION:
Most hotels today are not just a place which
provide, basic accommodation, food beverage,
but also other facilities in the form of cocktail
lounges, banqueting facilities, communication
services, entertainment services ,chemists, gym,
health club facilities, beauty parlor, swimming
pool, medi-care, travel agents, business centers
and shopping arcades.
Provision of these services may or may not be
charged to guests however availing of any of
particular services/facilities may be charged to
guests.
3. 3
HOTEL MANAGEMENT
CONCEPT
Importance of Organization :
An organization is the foundation for building a
hotel management structure which enables all
employees to live and work effectively and
efficiently together and hence organization may
be called as the arrangement of personnel and
assignment of duties and responsibilities to them
so the entire establishment operates as one unit.
It is important that there are clear lines of
authority and effective lines of communication.
4. 4
Structure of Hotel
Hotel Functional Departments :
• Rooms Division
-Front Office
-Housekeeping
• Food & Beverage
-Food & Beverage Service
-Food & Beverage Production
• Accounting
• Human resources
• Engineering
• Sales & Marketing
6. 6
Functions Of Front Office
Front Office:
Sell guestrooms; register guests and rooming
guests
Coordinate guest services
Provide information , Handling Guest Mail
Maintain accurate room statistics, and room key
inventories
Maintain guest account statements and
complete proper financial settlements and
checking out guests.
7. 7
Functions Of Reservation
Reservation:
Receive and process reservation requests for
future overnight accommodations.
With technology development, the Reservation
Department can, on real time, access the
number and types of rooms available, various
room rates, and furnishings, along with the
various facilities existing in the hotel
There should be close relation-ships with Sales
and Marketing Division concerning Large Group
Reservations
8. 8
Functions Of Housekeeping
Housekeeping:
It is responsible for cleanliness and maintenance
of Hotel.
Inspects rooms before they are available for sale
Cleans occupied and vacant rooms
Communicates the status of guestrooms to the
Front Office Department
Cleans and presses the property’s linens, towels,
and guest clothing.
Maintains recycled and non-recycled inventory
items.
9. 9
Functions Of Uniformed Services
Uniformed Services:
Bell Attendants: Ensure baggage service between
the lobby area and guestrooms
Door Attendants: Ensure baggage service and
traffic control at hotel entrance(s)
Valet Parking Attendants: Ensure parking services
for guest’s automobiles
Transportation Personnel: Ensure transportation
services for guests from and to the hotel
Concierge: Assists guests by making restaurant
reservations, arranging for transportation, and
getting tickets for theater.
10. 10
HOTEL MANAGEMENT
CONCEPT
Telephone Department:
Answers and distributes calls to the appropriate
extensions, whether guest, employee, or
management extensions
Places wake-up calls
Monitors automated systems
Coordinates emergency communications
“Protects Guest Privacy”
11. Bibliography
The Hospitality Industry
www.hospitality-industry.com
www.hospitalitynet.org
www.indianhospitalityonline.com/
www.ibef.org
www.hospitalityupgrade.com
12. BIBLIOGRAPHY
Front Office operation and Management by
Ahmed Ismail.
Front office Management and Operations by
Sudhir Andrews.
Front Office Procedures ,Social Skills, Yield
and Management by
Peter Abbot & Sue Lewery .
Front Office Management by S.K.Bhatnagar .
Hotel front Office Operation and Management by
Jatashankkar R. Tewari.
