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Hotel Management
HOTEL INDUSTRY OVERVIEWFrom past 5 years there is huge growth in hotel industry, hotels,
luxury hotels; jobs related to hotel hospitality industry and hotel
industry also increase the business for Tourism Industry. Hotel
Industry is a part of Hospitality Industry, that earns a lot to promote
a countries economy, but hotel industry is not the alone one,
Hotel Industry directly or indirectly provides Business to following
industry
Hotel industry provides business to Travel Agency
Hotel industry provides business to Tour Operators
Hotel industry provides business to Transportation.
Points to know for Hotel Industry
Hotel industry Information
Hotel industry News Hotel industry Trends
Hotel industry Analysis
Hotel industry Jobs
Hotel industry Statistics
Hotel industry Associations
Hotel industry Overview
Hotel industry Report
Hotel industry History Hotel industry Careers
Hotel industry Courses
Hotel industry Experts
Hotel industry Facts
Hotel industry Marketing
Hotel industry Problems
Hotel industry Research
Hotel industry Services
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Hotel industry Terms
Hotel industry Profits
History of Hotel Industry
From the ancient time the place providing both safe food and safe
accommodation to the customers is the meaning of Hotel or Hotel
Industry
Food, Accommodation and Dress are the 3 most essential things
which everyone need. And Hotel Industry alone provides 2 basic
things: - Food and Accommodation.
There are just three front sides of the Hotel Industry Earnings: -
In providing Rooms, Banquets and Restaurants.
Types of Hotels in Hospitality Hotel Industry
Commercial Hotels
Airport Hotels
Conference Centres
Economy Hotels
Suite or All-Suite Hotels
Residential Hotels
Casino Hotels
Resort Hotels Department of Hotels that are available for guest 24 X
7:-
Hotel industry kitchen department
Hotel industry Food Production department
Hotel industry Engineering department
Hotel industry Front desk department
Hotel industry Housekeeping department
Hotel industry Food & Beverage Service department
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Hotel industry Gym/ Health Club/ Sports department
Hotel industry Parking/ Shops department
Hotel industry Parking/ Shops department
Hotel Industry Kitchen/ Food Production: Kitchen & foodproduction is a department of hotel that responsible for food . Even
hotels having Coffee Shop provides 24 hour services to the guest.
Hotel Industry Engineering:- If any problems come in room, bulb
fuse, A/C not working , then we have to contact Hotel Engineers, they
are also available 24 hours.
Hotel Industry Front desk:- Front desk is 1st impression on guest, if guest like this section then only he will go for other option like
restaurant, laundry, etc. Front desk consists of young and energetic
staff who is always (24 x 7) be there to help guest, they are also
responsible for Business Centre, Internet Access. He is also
responsible for making C-Form for Foreigner Clients, providing
safety lockers to the guest. Taking Reservation by Telephone, E-
Mails, and Fax from the guest. Also providing guest Money Exchange
Services.
Hotel Industry Housekeeping:- Housekeeping are available 24 X 7
for guest, making their bedroom, bathroom, etc. Providing guest
Laundry services also do day to day room cleaning for guests.
Hotel Industry Food & Beverage Service: - They include providing
guest the services whether in rooms, Restaurants or Banquets, or in
Conference rooms. Hotel Industry Travel Desk:- They are
responsible for arranging day to day travels for the guest. They alsodo the ticket confirmation work, and also provide the information for
sightseeing to the guests.
Gym/ Health Club/ Sports:- Medium and large hotels are providing
Gyms, Swimming Pool, Health Club, Beauty Parlour, Saloon, games
like Billiards, Pool, etc facilities to their guests. Most of the Hotels are
providing these facilities complimentary with the rooms.
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Parking/ Shops:- Few Star hotels providing big parking space, shops
in the restaurant itself for the guest conveyance, so that they can get
the things in hotel itself.
Hotel Organisation Structure:-
A hotel organizational structure is a comprehensive plan by a hotel
owner to define departmental activities and responsibilities. This
structure brings order to every aspect of hotel operation from the front
desk and room service to the human resources department. Hotel
organizational structures are necessary to ensure maximum
profitability from each room, restaurant and bar on a daily basis. Your
hotel can run efficiently if it creates an organizational structure that iseasy to understand.
Objectives
1. A hotel's organizational structure is useless without an initial
listing of organizational objectives. These objectives address
internal and external affairs for the hotel so that the goals it sets
forth can be achieved by appropriate personnel. An internal
objective for a hotel may be weekly meetings between department
heads to communicate operational problems. External objectives
within a hotel organizational structure may include recruitment
goals for seasonal staff and variable pricing for weekdays and
weekends. You can work with a hotel consulting firm such as HVS
Hotel Management to establish short- and long-term objectives
from the start.
Span of Control
2. The term "span of control" is used to describe the chain of
authority in a hotel organizational structure. A hotel using a wide
span of control requires every department to report to the general
manager directly. Hotels using narrow spans of control delegate
management authority to assistant managers, department heads
and supervisors for day-to-day problems. A small hotel is likely to
use a wide span of control because the general manager may be onsite every day. National and international chains use narrow spans
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of control to address hotel issues immediately as owners or general
managers are not able to cover each hotel.
Defining Department Responsibilities
3. Like most of the countries in world, India also has hotels divided
in different categories depending on their location, facilities,
infrastructure, and amenities provided. All the star hotels in India
are government approved with continuous control on the quality of
servicesoffered.
Five Star Deluxe Hotels The five departments that are listed in a
hotel organizational structure are Rooms, Food and Beverage,
Human Resources, Marketing and Accounting. The Rooms
department handles customer service including laundry,
housekeeping and reservations. F&B is responsible for running
room service, bar and restaurant operations. The Human Resources
department is asked to handle employee recruitment, training and
benefits, and Accounting oversees the hotel ledger. The Marketingdepartment is given the responsibility of selling ad space in hotels
and running promotions.
Organizational Flow Chart
4. The size of your hotel will determine the size and nature of your
organizational flow chart. A small hotel with a handful of
employees may feature a two-level chart with the owner at the top
and lines connecting to maintenance, reservations andhousekeeping. A chain hotel must insert additional layers of
management including an executive board and regional managers,
which expands the flow chart to at least four layers. An
organizational flow chart can be as general as a simple
departmental overview or focused on position-by-position
relationships throughout the hotel.
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Transient Hotel: These are the hotel where guest stays for a
day or even less, they are usually five star hotels. The
occupancy rate is usually very high. These hotels are situated
near airport.
Residential hotels: These are the hotel where guest can stay for a
minimum period of one month and up to a year. The rent can be
paid on monthly or quarterly basis. They provide sitting room,
bed room Job Definition and Responsibilities
5. Your hotel should define each job title carefully after completing
its organizational flow chart. Each job should be listed
alphabetically within each department and include a brief
summary of job responsibilities. A comprehensive list of job
responsibilities for each position title should be included in an
organization structure. This list is used by human resource
managers for recruitment ads and employee evaluations within
your hotel. Your hotel's employees understand what they need to
get done each day if they have access to narrowly defined job
responsibilities.
Classification of Hotels: -
Classification is based on many criteria and classifying hotels into
different types is not an easy task. The hotel industry is so vast that
many hotels do not fit into single well defined category. Industry can
be classified in various ways, based on location, size of property etc.
The main hotel chains of India are: The Taj Group of Hotels, the
Oberoi Group and ITC Welcome group.
Some of the international chains are Hyatt, Marriott, and Le
Meridien etc. these properties have also come up in India now.
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1. Based on location
City centre: Generally located in the heart of city within a short
distance from business centre, shopping arcade. Rates are
normally high due to their location advantages. They have hightraffic on weekdays and the occupancy is generally high.
Example: Taj Mahal, Mumbai
Motels: They are located primarily on highways, they provide
lodging to highway travellers and also provide ample parking
space. The length of stay is usually overnight.
Suburban hotels: They are located in suburban areas, itgenerally have high traffic on weekend. It is ideal for budget
travellers. In this type of hotel rates are moderately low.
Airport hotels: These hotels are set up near by the airport. They
have transit guest who stay over between flights.
Resort hotels: They are also termed as health resort or beach
hill resort and so depending on their position and location. They
cater a person who wants to relax, enjoy themselves at hill
station. Most resort work to full capacity during peak season.
Sales and revenue fluctuate from season to season.
Floating hotels: As name implies these hotels are established on
luxury liners or ship. It is located on river, sea or big lakes. In
cruise ships, rooms are generally small and all furniture is fixed
down. It has long stay guest.
Boatels: A house boat hotels is referred as boatels. The shikarasof Kashmir and kettuvallam of kerala are houseboats in India
which offers luxurious accommodation to travellers.
Retells: These novel variants are hotel on wheel. Our very own
"palace on wheels" and "Deccan Odessey" are trains providing a
luxurious hotel atmosphere. Their interior is done like hotel
room. They are normally used by small group of travellers.
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2. Based on Size of Property
The main yardstick for the categorization of hotel is by size the
number of rooms
available in the hotel.
Small hotel: hotel with 100 rooms and less may be termed as
small hotels.
Medium sized hotel: hotel which has 100-300 rooms is known
as medium sized hotel.
Large hotels: hotel which have more than 300 rooms are termed
as
4. Based on the Length of Stay
Hotel can be classified into transient, residential and semi
residential large hotels.
Mega hotels: are those hotels with more than 1000 rooms.
Chain hotels: these are the group that have hotels in manynumber of location in India and international venues.
3. Based on the Level of Service
Hotels may be classified into economy, and luxury hotels on the basis
of the level of service they offer.
Economy/ Budget hotels: These hotels meet the basic need of
the guest by providing comfortable and clean room for a
comfortable stay.
Mid market hotels: It is suite hotel that offers small living
room with appropriate furniture and small bed room with king
sized bed.
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Luxury hotels: These offer world class service providing
restaurant and lounges, concierge service, meeting rooms,
dinning facilities.
ason. The atmosphere is more relaxed. These are spread out invast areas so many resorts have solar powered carts for the
transport of guest.
Suite hotels: These hotel offer rooms that may include compact
kitchenette. They cater to people who are relocating act as like
lawyers, executives who are away from home for a long
business stay.
Casino hotels: Hotel with predominantly gambling facilities
comes under this category, they have guest room and food and
operation too. These hotels tend to cater leisure and vacation
travelers. Gambling activities at some casino hotels operate 24
hours a day and 3Bath linen is provided to the guest and is
replaced accordingly. These guest rooms contains furnishing,
artwork etc. prime market for these hotels are celebrities,
business executives and high and kitchenette.
Semi residential hotels: These hotels incorporate features of
both transient and residential hotel.
5. Based on Theme
Depending on theme hotel may be classified into Heritage,
Boutique
hotels and Spas. Heritage hotel: In this hotel a guest is graciously welcomed,
offered room that have their own history, serve traditional
cuisine and are entertained by folk artist. These hotels put their
best efforts to give the glimpse of their region. Example: Jai
Mahal palace in Jaipur.
Ecotels : these are environment friendly hotels these hotel use
eco friendly items in the room. Example: Orchid Mumbai is
Asia first and most popular five star ecotel.
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Boutique hotels: This hotel provides exceptional
accommodation, furniture in a themed and stylish manner and
caters to corporate travellers. Example: In India the park
Bangalore is a boutique hotel.
Spas: is a resort which provide therapeutic bath and massage
along with other features of luxury hotels in India Ananda spa in
Himalaya are the most popular Spa.
6. Based on Target Market
Commercial hotel: They are situated in the heart of the city in
busy commercial areas so as to get good and high business.They cater mostly businessmen.
Convention hotels: These hotels have large convention
complex and cater to people attending a convention, conference
Example: Le meridian, Cochin, is a hotel with largest
convention centre in south India.
Resort hotels: These leisure hotels are mainly for vacationers
who want to relax and enjoy with their family. The occupancy
varies as per se65 days a year. Example: Las Vegas in United
State is Famous for Casino hotels.
Departments of Hotels:-
Front Office: It is the most important department of the hotel. The
main function of this department is to give warm welcome to t guest .
It helps to create good image in front of the guest. This is the first
department where guest comes in contact with. It generates the
maximum revenue for the hotel as it sells room to the guests. Thisalso includes sub departments like reservation, Bell desk, and
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Information desk. It also provides some facilities like concierge
service to the guest.
Food and Beverage Service: It is a department which serves food
and beverage to the guest in a very attractive and pleasing manner,
which creates good impression on the guest. there are several kind of
food and beverage outlet like restaurants, Bars, Coffee shops, take
away banquets etc. It is second most revenue producing department
of the hotel by selling different types of food and beverage to the
guest.
Housekeeping: This department is responsible for cleaning andmaintaining hotel premises which include public area, guest rooms,
lobby, swimming pool area etc. generally this department is not
visible to the guest. It works for guest satisfaction through keeping the
environment clean and hygiene. Horticulture is one of the most
important features of housekeeping department which deals with
different types of flower arrangement and maintaining the garden.
This department works to give pleasant look of the hotel to the guest.
Food Production: It is a department with deals with the preparation
of different types of food items. It is not a visible department to the
guest because it usually works in the back area. It makes the food
more delicious and attractive by different styles of cooking method.
Different cuisine has their own kitchen and specialized chef to work on it according to their skills. Bakery departments comes under this
which include preparation of desserts, breads etc.
Hotel Categories-Star Rating:-
Like most of the countries in world, India also has hotels divided in
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different categories depending on their location, facilities,
infrastructure, and amenities provided. All the star hotels in India are
government approved with continuous control on the quality of
services offered.
Five Star Deluxe Hotels
The most luxurious and conveniently located hotels in India are
grouped under Five Star Deluxe Hotel Category. Five Star Deluxe
hotels in India are globally competitive in the quality of service
provided, facilities offered, and accommodation options. These hotels
are located primarily in metropolitan cities like New Delhi and
Mumbai and major tourist destinations like Jaipur, Agra, and Goa.
Five Star Hotels
These are top of the line hotels located mostly in the big cities. These
hotels provide all the modern facilities for accommodation and
recreation matching international standards in hospitality. Many of
these hotels are situated in the Central Business Districts of the
metropolitan cities or near the centers of transportation providingexceptional value for the business travelers.
Four Star Hotels
A rung below five star hotels, these hotels provide all the modern
amenities to the travellers with a limited budget. Quality of the
services is almost as high as the five stars and above categories. Thesekind of hotels are there for the travellers with a limited budget or for
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the places which might not getting the tourist traffic associated with
larger cities.
Three Star Hotels
These are mainly economy class hotels located in the bigger and
smaller cities and catering to the needs of budget travellers. Lesser in
amenities and facilities, these hotels are value for money and gives
good accommodation and related services on the reduced price.
Services would be the stripped down version of higher categories of
hotels but sufficient to fulfill your basic needs.
Two Star Hotels
These hotels are most available in the small cities and in particular
areas of larger cities. Catering to the backpacker tourist traffic, these
hotels provide all the basic facilities needed for general
accommodation and offers lowest prices.
One Star Hotels
The hotels with most basic facilities, small number of rooms, and
location in the far flung areas are grouped under One Star Hotel
category. These hotels are best when you are looking for cheapest
available accommodation option (apart from camps and hostels).
Heritage Hotels
Heritage hotels in India are best if you are looking for sheer elegance,
luxury, and royal treatment. They are not just another accommodation
options but tourist attractions in themselves. Exquisitely designed and
decorated, meticulously preserved, high standards of service, and
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ethnic cultural motifs helps the tourists get the complete experience of
an India that otherwise exists only in the history books.
Beach Resorts Hotels
Peninsular India bounded by Arabian Sea, Bay of Bengal, Indian
Ocean and the two emerald archipelagos of Lakshwadeep and
Andaman and Nicobar have a long coastline of around 7500 km,
offering an amazing array of beaches, some popular, some not so well
known.
Wildlife Resorts Hotels
A wildlife tour is incomplete if you don't actually live in a forest for a
few days. Imagine living in a rest house or a tent the midst of the
dense wilderness, and waking up to the twittering of birds, or maybe
the roar of a lion! Day trips alone are certainly not enough to show
you the true majesty of the wild, so why not try this too?
Government Approved Hotels
these are the hotels, which might not have applied for star
categorization or small enough to find them in the list. Many of the
wildlife resorts, lodges, and hostels are government approved
providing a minimum level of accommodation facilities at far off
places.
Rating system in India
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Hotel ratings should be regarded only as general guidelines
designed to assist you in making your lodging decisions, and its
affiliates do not guarantee the accuracy of the ratings.
Five Star/Grand Heritage Hotels/Deluxe Resort (Deluxe)
These are hotels that offer only the highest level of accommodations
and services. The properties offer a high degree of personal service.
Although most five star hotels are large properties, sometimes the
small independent (non-chain) property offers an elegant intimacythat can not be achieved in the larger setting. The hotel locations can
vary from the very exclusive locations of a suburban area, to the heart
of downtown. The hotel lobbies are sumptuous, the rooms complete
with stylish furnishing and quality linens. The amenities often
include: VCR's, CD stereos, garden tubs or Jacuzzis, in-room video
library, heated pools and more. The hotels feature up to three
restaurants all with exquisite menus. Room service is usually
available 24 hours a day. Fitness Centers and valet and/or garageparking are typically available. A concierge is also available to assist
you.
Typical National Chains: TajHotels, Oberoi Hotels
Four Star Hotels (Superior)
Mostly large, formal hotels with smart reception areas, front desk service and bellhop service. The hotels are most often located near
other hotels of the same calibre and are usually found near shopping,
dining and other major attractions. The level of service is well above
average and the rooms are well lit and well furnished. Restaurant
dining is usually available and may include more than one choice.
Some properties will offer continental breakfast and/or happy hour
delicacies. Room service is usually available during most hours. Valet
parking and/or garage service is also usually available. Conciergeservices, fitness centres and one or more pools are often provided.
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Typical National Chains: Hyatt, Marriott.
Three Stars/Heritage Hotels/Resort (First Class) Typically these hotels offer more spacious accommodations that
include well appointed rooms and decorated lobbies. Bellhop service
is usually not available. They are often located near major
expressways or business areas, convenient to shopping and moderate
to high priced attractions. The hotels usually feature medium-sized
restaurants that typically offer service breakfast through dinner. Room
service availability may vary. Valet parking, fitness centres and pools
are often provided.
Typical National Chain: Trident-Hilton
Two Stars (Moderate)
usually denotes independent and name brand hotel chains with a
reputation for offering consistent quality amenities. The hotel is
usually small to medium-sized and conveniently located tomoderately priced attractions. The facilities typically include
telephones and TV's in the bedroom. Some hotels offer limited
restaurant service; however, room service and bellhop service is
usually not provided.
Typical National Chain: Days Inn
Budget Hotels/Motel (Economy) It's usually located near affordable attractions, major intersections and
convenient to public transportation. Furnishings and facilities are
clean but basic. Most will not have a restaurant on site but are usually
within walking distance to some good low-priced dining. Public
access, past certain hours, may be restricted
Types of Hotel Rooms
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Here is a quick run-down on common room categories in the United
States, the Caribbean, Canada and Mexico:
STANDARD (STD): This category usually means the most basic
room type offered by the hotel. It has basic, standard amenities andfurnishings. A standard room in a Four Seasons hotel is without
question much more deluxe than a standard in, say, a Holiday Inn, but
there may be higher categories from which to choose. Standard rooms
in hotels with higher categories often have no view or have a poor
view over the dumpster or parking lot.
MODERATE (mod): Usually a slight bit better than standard, but
still not deluxe. It may refer to the room view as well as the size andtype of furnishings offered.
SUPERIOR (sup):This category is always subject to interpretation.
It's supposed to mean superior to a standard room in both size and
furnishings, but it often refers to just the view. Some hotels have only
Superior rooms; the categories then are defined by the view and
location of the room.
DELUXE (dlx): These rooms are supposed to be Deluxe in everyway: View, location, furnishings and size. In some Caribbean hotels,
however, a deluxe room is a lower category than a Superior, so it's
wise to question your choice before final booking.
RUN OF HOUSE (roh): This can mean anything the hotel wants it
to mean, but typically the interpretation should be "standard room or
better at time of check in; any location within the hotel." With the
exception of upgrades to suites or junior suites, this category oftendoes not distinguish between Standard, Superior or Deluxe. It does
NOT mean, however, best room available at time of check-in.
JUNIOR SUITE (jrste): A "junior" suite is typically a larger room
with a separate seating area. Sometimes it's got a small divider
between the part of the room that the bed is in and the seating area,
but it is not two separate rooms.
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SUITE (ste):A Suite is usually two or more rooms clearly defined; a
bedroom and a living or sitting room, with a door that closes between
them. Many hotels use the word "suite" to define any room with a
sofa in it so be sure to check thoroughly if what you really want are
the two or more separate rooms.
STUDIO (stu): This is usually configured like a Junior Suite, but has
the added advantage of a "kitchenette," or cooking facilities.
Next comes bedding categories. These are usually easier to figure out:
KING (K): A king-sized bed, in U.S. measurements, that would be
72 inches wide by 72 inches long.
CALIFORNIA KING (CK): a king-sized bed that's longer than it is
wide: 72 inches wide by 78 inches long.
QUEEN (Q) A bed in U.S. measurements that is 60 inches wide and
72 inches long.
DOUBLE (D) A bed in U.S. measurements that is 54 inches wide and
72 inches long.
TWIN (T) A twin is supposed to be 36 inches wide and 72 inches
long, but it can also describe a bed that is as narrow as 32 inches
wide. It is also sometimes called a "single."
And now the description of room views:
PARTIAL OCEAN VIEW : we scrimped and saved for that Hawaii
vacation and finally can afford a decent hotel with a Partial Ocean
View room category. Does this mean that your view is blocked bysome trees? Usually not: In its most cynical definition it means that if
you step out on your balcony, lean over at a 45-degree angle, crane
your neck until your bones crack, you might get a glimpse of the sea
between two other buildings. Or, it might mean that your room is on
the side of a building and you can actually see a bit of the ocean from
inside your room, but your window does not face the ocean and you
don't see a lot of it.
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OCEAN VIEW (ov): This could mean one of two things: Your room
is on the side of a building and you have a full view down the beach
and can see the ocean but you don't FACE the ocean, or that you are
in a hotel several blocks away and on a high enough floor that you
can see the ocean from your room. In the second scenario you may
well be facing the water, but from a distance. In a beachfront hotel, or
even one across the street from the beach, this category does not mean
facing the ocean.
OCEAN FRONT (of): Here is the category that gives you a full-on
ocean view. It means that the windows in your room face the ocean.
Depending on the type of hotel you are in, it could mean that you are
on a higher floor and have a more sweeping view.
BEACH FRONT (bf): Hotels that have access directly onto a beach
often have this category available to guests; in its strictest
interpretation, you should be able to walk out of your room and onto
the sand. Some hotels use this category, though, for their lower ocean
front rooms even if you have to go down an interior corridor and take
an elevator to get outside. If what you want is to just be able to walk
out, check carefully before you book.
CITY VIEW (ctv, cvw, or cty): It could mean on a higher floor with
a broad view over the city, OR... it could mean a city view instead of
a more desirable ocean view or Mountain View etc.
MOUNTAIN VIEW (mvw, mtv): Looking out at the mountains.
This is great if you're skiing; in the Caribbean it usually means "You
aren't looking at the sea."
WATER VIEW (wvw, wtv): Your room looks at or has a view of a
featured body of water in your destination. Sometimes this is replaced
with specifics: Lake View, for example, or Lagoon View or River
View.
ISLAND VIEW (isv, ivw, isl): A euphemism -used in both Hawaii
and the Caribbean- for no ocean view at all. It means your room faces
the opposite side of the hotel from the ocean.
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POOL VIEW (plv, pvw,): Self explanatory.
GARDEN VIEW (gdn, gdv): Usually means lower floors, facing
landscaping, no view except of the shrub that blocks your window.
Let's face it: No hotel is going to have a "Dumpster View" room
category, and some rooms that are called "Deluxe" by a hotel simply
aren't. So if these issues are important to you, check them out
carefully, even going so far as calling the hotel to clarify.
Of course there are other room designations as well: Handicap
Accessible, Smoking, Non-Smoking, Concierge (or Tower) Level,
Club Level, Balcony etc. but those are pretty self-explanatory.
Front Office & its Co-ordination with Other Departments
Front office is a business term that refers to a company's departments
that come in contact with clients, including the marketing, sales, and
service departments. The front office welcomes guests to the
accommodation section: meeting and greeting them, taking and
organizing reservations, allocating check in and out of rooms,
organizing porter service, issuing keys and other securityarrangements, passing on messages to customers and settling the
accounts.
In American professional sports, the term refers to upper management
of a club, especially player personal decision-makers.
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FRONT OFFICE DEPARTMENT
Introduction:-
The front office as a hotel is an operating Unit and is the most suitable
department as the hotel and fundamental reasons for hotel existence.
It is responsible for the star hotel rooms through systematic methods
as reservation surround by requisition and allotting rooms to the
guests. It holds good prime atmosphere is view of the basic nature as
a hotel that is to sell rooms and revenue collected from the sale of
rooms contributes more than 50% of total hotel sales. If has
complements role as image of the hotel. It is the first and the last point
contact as every guest. The staff at front should have pleasing
personalities to eater to the guest information service.
The front desk after form as the guest request consisting or requesting
issue. Foreign guest use the front desk to exchange currency. Find a
translate as request other special assignment is addition it may also be
a base operation during an energy such as fire or guest injury.
* Basic activities as Front Office
a) To sell room, register guest assign roomb) To maintain a minute invertors as room
c) To keep the accounting records as guests and front office
transaction
d) To provide mail key, the telephone information and protective
service to The guest.
e) To integrate promote and co-operative with other departments to
maintain The standard as the hotel. So that the total activities
contributes to the Ultimate satisfaction as the guest.f) Provide information to the guest
g) Maintain guest accounts as maintain credit limits.
The front office is divided into following section the Bristol hotel:
1) Preservation: - This section is never centre as the department
where all request for reservation are received and processed.
2) Reception: - This section as responsible for receiving the guest. It
is also responsible for the registration as guest at the time as this
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arrival. Mostly status Insist that guest should registered hosiery. This
is the rule to protest both the hotel and the guest.
3) Cabby: - This section is located immediately upon the entry into
the hotel and it is the important because it is the first and the last
essence contact of a guest with the Hotel. It is here that the guest is
received and tubes to the reception to be registered. Handling as guest
language and the guest problems along in the section.
4) Information:-a) Maintain guest alphabetical index book
b) Receive message for the guest
c) Handle guest packages and encasements
d) Handle parity
e) Provide information to the guest.
5) Front Office Cashier: - This section is responsible for posting as
guest charges
And guest folio (Bills) accurately and time so as the properly settle
guest A/C and Received payments before departure Expresses should
include room food and Beverage and other sources. These charges
and recorded up to the last time as the Cashier desk. This section is
responsible for exchanging foreign currency.
6) Night Auditor: - The responsible as this section is to complete and
order swell revenue transaction and reconcile the revenue statement of
all outlets with the F.Oaccounting machine with a view to prepare a
duty reporting the duty business.
7) Bell Desk: - It is responsible for baggage handle t the time of guest
departure or arrived or during to stay. They are also responsible forhandling guest mail message newspaper etc. They also do
miscellaneous job like recounting getting medicines or theatre tickets
for guest etc.
8) Telephones:- This section handles all is country and put going
local calls, trunk call for both guest and hotel management.
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9) Travel Desk:- This section arranges for a airport transport as the
guest. The hire scars, coaches organize towards precede air or rail
tickets, confirm tickets etc.
Co-Ordination with Other Departments:-
1) Form: Receiving as arrivals departure
- receiving names of VIPs
- For working telephones bills to the FOM cashier
2) House Keeping:- the guest room telephones are checked by the
departments. Guest complaints are rotates through the telephoneexchange
3) Food and Beverage: - Persons wanted to reserve table in the
restaurant do so through the telephone, department. Details about
various sections being hold into the hotel in surround to telephone
departments by funds departments should also know timing of various
outlets and also reference.
4) Accounts Departments: - the bills include for guest calls are
founded to F.O which are later send to the accounts departments. The
accounts and telephone department works include coordination to
simulate the monthly or quarterly bills sent by departments, and check
these bills for correction. All personal trunk calls made by the staff for
which bills are made by telephone operator are handled by the
accounts department also handles telephone exchange budget.
House Keeping Department
House Keeping department is responsible for cleaning and
maintaining hotel premises which include public area, guest rooms,
lobby, swimming pool area etc. generally this department is not
visible to the guest. It works for guest satisfaction through keeping the
environment clean and hygiene. Horticulture is one of the most
important features of housekeeping department which deals with