THE HOSPITALITY INDUSTRY.doc

8/9/2019 THE HOSPITALITY INDUSTRY.doc

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NAME OF THE UNIT : THE HOSPITALITY INDUSTRY

Content:

1. Introduction - 01

2. History And Development Of Lodging Industry International - 0

!. History And Development Of Lodging Industry India - 10

". Defining #$e #erm Hotel - 1%

%. &eason 'or #ravel - 1(

Objective:

O)*ective of t$is unit is to ma+e t$e students a,are of development of lodging industry in

India and a)oard. #$is unit includes defining $otel along ,it$ various reasons of people

for traveling.

INTRODUCTION TO THE FRONT OFFICE

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'ront office is t$e department ,$ic$ is responsi)le of giving first impression of t$e $otel

,$en t$e guest arrives in terms of revenue it contri)utes %0 of t$e total $otel sales. #$e

roll of front office is to reserve receive register assign room to t$e guest and act as a

node of information.

In t$is segment ,e are going to discuss front office and ot$er departmental coordination.

With houe!ee"in#:$

1/ &eceive t$e report from t$e $ouse+eeping t$at t$e room is ready to sell.

2/ &eceive t$e room status report from t$e $ouse+eeping.!/ otifying pecial arrangement to )e done for any I3 or group arrival.

"/ &e4uirement of flo,er arrangement in lo))y.

%/ &eceive uniform from t$e $ouse+eeping department.

With %oo& 'n& beve('#e &e"'(t)ent:$

1/ otifying room service a)out t$e guest status.

2/ Li+es and disli+es of t$e guest in term of food as it may )e I guest $istory card.

!/ '56 inform t$e front office a)out )an4uet parties and ot$er seminars.

"/ 7a+e t$e tour plans for t$e guest or groups as per t$e discussion a)out t$e food and

)everage to )e served.

%/ #$e room service is informed a)out t$e arrival and departure of t$e guest.

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With 'ccount &e"'(t)ent:$

1/ 8p+eep of information ,it$ t$e cas$ier a)out guest folios.

2/ &eceiving financial and departmental reports particularly a)out guest approac$ing

credit limit.

!/ Intimating account section a)out dealing ,it$ guest account and city ledger.

"/ Intimate a)out t$e guest arrival and departures.

With '*e 'n& )'(!etin# &e"'(t)ent:$

1/ 9oordinating ,it$ sales departments so as to improve sales during lean occupancy

period.

2/ &eceiving of mar+et trends from sales department.

!/ 'orecasting of )usiness along ,it$ sales department.

ATTRI+UTES OF THE FRONT OFFICE PERSONNEL:

As t$e front office department is t$e frontier department of t$e $otel so its personnel

s$ould presenta)le and ,ell et$ical .t$e attri)utes of t$e front office personnel are given

)elo,:

1/ 3unctual; t$e staff s$ould )e punctual enoug$ to,ards t$eir duties5 t$ey mustunderstand t$e value of time.

2/


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(/ @uic+ decision ma+ing po,er; s$ould )e a)le to ta+e spontaneous decisions ,$en

re4uired.

/ miling face; t$e front office personnel s$ould al,ays loo+ c$eerful and al,ays ,ear

a smile.

10/ #ec$nical +no,ledge; s$ould )e $aving sound +no,ledge not only a)out t$e $otel

as ,ell as a)out t$e front office procedures.

11/ 3$ysically fit; t$e front office personnel s$ould )e p$ysically fit as t$ey $ave to

stand and ,or+ for long $ours.

12/ oft spo+en; t$e staff s$ould )e soft spo+en not only in front of t$e guest )ut also on

t$e p$one.

1!/ alesmans$ip: t$e staff s$ould )e smart to sell t$e room ,it$ a good profit margin.

1"/ 9onvincing po,er; t$e staff s$ould )e a)le to convince t$e guest to avail more and

more facilities provided )y t$e $otel.

,-, HISTORY OF THE DE.ELOPMENT OF THE INTERNATIONAL LOD/IN/

INDUSTRY

,- Int(o&uction;-Hotel or inn or arai are derived from 6ritis$ era ,$ic$ means a place ,$ere a tourist can

get accommodation 5 food along ,it$ entertainment 5 t$e tourist ,ill )e in a position to

pay for t$e facilities provided. A $otel is supposed to provide lodging to travelers on

payment.

#$e inns ,ere developed some ,$ere in t$century 6.9. earlier it ,as operated )y $oses

,$ere t$ey used to provide )ig dormitories ,it$ )eds. #$en in su)se4uent years t$eyBve

started providing ,it$ food 5 ,ines. Cntire service 5 preparation of food ,as done )y t$e

family itself.

#$e $istory of tourism is closely associated ,it$ t$e $istory of Curope. #$is p$enomenon

is originated at Curope. After t$e industrial revolution in Curope a great c$ange ,as

o)served in t$e tourism industry. 7ore and more people started traveling in order to satisfy

social )usiness and leisure interest.

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arious empires of Curope contri)uted significantly in t$e development of tourism suc$ as

Cgyptian enit$ under &omans. #$e road transport ,as developed )ecause of t$e

)usiness need. 7ore 5 more people $ave started traveling fre4uently in order to get

)usiness from different parts of t$e ,orld. Carlier tourist used to carry t$eir o,n +itc$en

e4uipments $ouse$old amenities tents and animals staff 5 servants during traveling.

#$en many people understood t$e re4uirement of Inns and arais as carrying all $e a)ove

items made t$eir *ourney uncomforta)le.

E#0"ti'n;-

Cgypt rig$t from t$e )eginning ,as a great tourist attraction as it ,as e4uipped ,it$ so

many 3alaces 3yramids and on top of it t$e Lig$t House of Ale?andria ,as considered on

of t$e even onders of t$e orld.


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&omans $ad a +een admiration for t$e


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anot$er stage ,$en social scientists tried to re-orient met$odology in t$e $istory )y

adopting met$ods of p$ysical science. #$us $istorical met$ods ,ere c$allenged to assert

t$at all people $ave a $istory.

oon t$ere developed t$e t$eory of $istorical materialism to prove t$at $istory ,ent

t$roug$ an inevita)le process c$ange t$roug$ various forms of social organi>ation.

#$erefore itBs possi)le to tal+ of a $istory of t$e people rat$er t$an of t$e ruling class.

#$e main o)*ective to study t$e $istory of t$e lodging industry is to understand t$e

p$enomenon in a particular society in a particular time. #$erefore ,e not only reconstruct

t$e past )ut also develop generali>ations t$at are more useful in understanding t$e present

nature of t$e tourist p$enomenon. #o avoid simple generali>ations t$e data needs to )e

assessed carefully. In early $istory ,e $ave arc$aeological evidence of inns $otels villas

and transport )ut suc$ information is fragmentary and covers periods of t$ousands of

years. 'or instance t$e 'renc$ loo+ed only at t$e +ey events and t$e factors li+e standard of

living free time and c$eap transport and sea side resorts and lin+ t$em to t$e gro,t$ of

industry la)our force social legislation and local customs. In t$is t$e p$ysical

economical tec$nical environmental socio-political and cultural factors are studied

understand t$e lin+s )et,een t$e past and present. And all t$is is used for t$e development

of future.

#$e $istory of lodging industry $as made an important )rea+t$roug$ in t,o areas.

1/ Identification of sources of data

2/ 8se of )ot$ ,ritten and oral $istory

A critical e?amination of t$e $istorical process $ig$lig$ts ne, perspectives ,it$in ,$ic$ a

particular field of interest can )e vie,ed. #$e esta)lis$ment of t$e $istory of tourism and

lodging industry also $elps in esta)lis$ing t$e credi)ility of tourism as an academic

discipline G,$ic$ in India is still in fancy/.

,-1-, Pe(io&i'tion 'n& conce"t

it$in t$e passage of time t$e classes of people involved in t$e lodging

industry $ave c$anged and )ecome more democrati>ed. Also t$e natures of t$e facilities

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$ave )ecome more standardi>ed if not universal. #$e main periods in t$e $istory of lodging

industry are;

1/ #$e ancient era

2/ #$e transition era

!/ 7odern era

#$e follo,ing concepts ,ere commonly used during all periods;

1/ 7otivation- t$e value of ne, e?perience and t$e transformation of travel from

survival to an improvement in t$e 4uality of life. #$is includes

a/ 9uriosity; moving from +no,n to un+no,n

)/ Anticipation; to loo+ for somet$ing and evaluate every ne, e?perience

c/ Leaving a mar+ for posterity; ,$at t$e ,orld offers and ,$y you $ave e?perienced it.

2/ Holiday;

#$e ,orld $as t,o sources religious and secular.

a/ In Curope a day ,as set aside at t$e end of a ,or+ cycle and ,as called for a

religious ritual and t$is day ,as called t$e $oly day. In time certain ot$er

o)servances ,ere added to t$e num)er of $olidays ,$en no ,or+ ,as done and

everyone cele)rated.

)/ #$e secular tradition ,as a part of t$e imperial system ,$en t$e state grantedpu)lic $olidays to cele)rate imperial glory. On t$ese $olidays no ,or+ ,as done

and t$e people participated in feasting and fun pu)lic games and spectator sports

,ere t$e $ig$lig$ts on suc$ occasions.

In time t$e religious and secular com)ined and a day of rest )ecame a part of all

societies.

!/ 7ode of travel;

7ode of travel ,as t$e state of art in terms of transport net,or+s and routes ve$icles

cost of travel documentation safe passage ,ayside facilities and conveniences to t$e

traveler.

"/ #ourism impacts;

#$e influence of tourism is not only on t$e lifestyle of t$e people )ut in )ringing

a)out c$anges in consumption and production as ,ell as ,ealt$.

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,-1-1 Deve*o")ent ch'(t %o( the ho"it'*it0 in&ut(0:$

#raveling )y foot

#raveling )y animals

$elter re4uired for tourists.

'amilies in Curope started providing accommodation 5 food.

9oncept of inns came in e?istence.

Lodge 5 arai started providing food 5 s$elter to t$e travelers.

7otor cars ,ere invented and t$us 7otels came in e?istence.

,-1-2 L'n&)'(! in the #(o3th o% hote* in&ut(0:$,456 ; 3ascal opened a caf in 3aris and a coffee $ouse in London.

,789 ; 9ity Hotel G=! rooms/ at 11% 6road,ay e, or+. 'irst )uilding specially made

for t$e $otel purpose.

,18 ; #remont House. Adam 5 Cve of t$e modern $otel industry ,as opened at 6oston

G1=0 rooms/

,8 ; 9esar &it> introduced lu?ury $otels suc$ as avoy 9arlton and Hyde 3ar+ $otels

in Cngland.

,86-,88; 'redric+


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,-2 DEFININ/ THE TERM HOTEL

Hote*:- it is an esta)lis$ment ,$ere facilities li+e lodging food and entertainment is

provided to t$e guest in order to ,$ic$ $e ,ill )e in a position to pay for it.

A $otel may )e called as an esta)lis$ment ,$ere t$e primary )usiness is to provide t$e

general pu)lic facilities suc$ as food )everage uniformed services etc.

As per readerBs digest dictionary t$e $otel refers to a $ouse of entertainment of travelers.

As per t$e encyclopedia 6ritannica t$e ,ord $otel is of ancient origin )ut itBs used in

Cnglis$ for a $ouse offering lodging and food for travelers.

,-2-, INNS:$#$e $ouse fre4uented )y common men ,$o ,ere +no,n as tavern. #$e less important

esta)lis$ment in 'rance ,as called 9A6A&C#.

,-2-1 HOSTELS;-

Derived from t$e ,ord E$ostF and ,as used very late. #$e $ead of t$e $ostel ,as Hosteller

in 'renc$ ,$ile in Cngland $e ,as called Inn Jeeper.

,-2-2 Hote* )'0 be c'te#o(i;e& &e"en&in# u"on %'cto( #iven be*o3:$

1/ Location

2/ um)er Of &ooms

!/ #ype Of 3lans 5 &oom &ates

"/ #ype Of 9lientele

%/ Lengt$ Of


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,-9 REASONS FOR TRA.EL

Acco(&in# to Hun;i!e( 'n&


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2. Do)etic tou(i); ,$en t$e ravel is ,it$in t$e country i.e. t$e trips ta+en

)y a tourist ,it$in $is$er o,n country.

8nder t$e international tourism t,o more terms come in e?istenceMMM

1. Inboun&; - refers to tourists entering a country.

2. Outboun&; - refers to t$e tourist leaving a country of $is origin for

anot$er.

9oming )ac+ to t$e (e'on o% t('ve* ,e $ave t$e follo,ing reasons in )asic; -

1/ Holiday or vacation including visit ,it$ friends and relatives.

2/ 7eetings and conferences including ot$er )usiness activities.

!/ Healt$ and sports.

"/ &eligion and culture

%/ pecial interest tours li+e study tours etc.

,-9-, The ti)e "e(io& o% ' tou( c'n be *i)ite& o( '%%ecte& b0 the %o**o3in# %'cto(:$

1/ Holiday duration or period

2/ 3rice

!/ Attraction 5 activities

"/ ingle or multi destinations

%/ 3ac+aged itinerary or individual travels

/ Inclusive arrangement or special interest tours etc.

,-9-1 In to&'0> conte=t the &i%%e(ent t0"e 'n& (e'on %o( tou(i) '(e:

,? Ret 'n& (ecu"e('tion: $

'or ta+ing a )rea+ from t$e everyday life relieving t$e stress of t$e societies and every

day long ,or+ $ours. #ourism ,$ic$ ta+es a person a,ay from all t$e $ectic daily routines

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and stress to a peaceful destination can )e called vacations. It can )e )ot$ domestic and

international.

1? Ec'"e; -

It can )e defined as a mass s$ift of place from everyday reality ,orld to a perip$ery

region or in ot$er ,ords a Knort$-sout$ migrationB.

2? Co))unic'tion;-

pending time ,it$ friends and relatives ,$o far from a personBs $ome and donBt

come in contact in t$e )usy daily sc$edules.

9? Cu*tu(e 'n& e&uc'tion:$

#$is tourism is )ased on generally t$e site seeing tours to e?perience and see different

destinations domestic or international t$oug$ not necessarily in dept$.

5? F(ee&o); -

#$is is somet$ing ,$en a person free from ,or+ c$ooses $is o,n destination 5 sets

out for t$e facilities and comforts t$at come $is ,ay rat$er t$an e?perience.

4? He'*th: $

ome tourists come particularly to e?perience t$e pas aunas 8ndergo cures ofdifferent ailments visit $ealt$ clu) for ,or+outs and yoga.

7? S"eci'* inte(et tou(: $

Organi>ed as per t$e special interests suc$ as golfing 5 fis$ing. #$ese can range from

medical $istorical arc$aeological and ot$er interests.

? A&ventu(e @ Wi*&*i%e: $

All a,ay from t$e modern civili>ation ,$en t$e researc$ers doctors or adventure

cra>y tourists come to t$e forests ,it$ )earers porters and mules animals of different

or *eeps mi?ing tre++ing $i+ing and camp life ,it$ t$e lu?ury of a first class $otel.

8? Convention tou(i): $

7i?ing leisure ,it$ ,or+ $olding conferences meetings at tourist destinations.

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,-9-2 Out o% '** 'bove %'cto( 3h't )otiv'te ' tou(itBB

#$ese 4uestions are pertinent and t$e ans,ers are relevant for t$ose in studies of t$e

tourism development areas and t$e tours and travel industry;-

Sun Se' S'n& @ Se=: $

#$e American parlance defines it as t$e 9S %o()u*'. ea )at$ ,it$ access to )eac$

Gsand/ and a good ,eat$er Gsuns$ine/ is an e?pectation of tourist ,$o ,ant to escape

from temperate or tropical climates. e, fas$ion of a 8 #ACD s+in also ta+es

over t$e traditional s+in style.

ome tourists li+e to do t$ings ,it$ t$e cro,d. o t$e overcro,ding $as pus$ed

t$ose ,$o li+e privacy to $e destinations in Africa and Asia. 7any analysts t$e " as

t$e ETOURISM IN A /HETTOF to emp$asi>e t$e artificiality of a created

reservation ,$ic$ can )e used to analy>e or measure t$e tourist attention a particular

destination is getting.

In recent times t$e " $ad )een e?panded into


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.iitin# %(ien& 'n& (e*'tive: $ .FR?


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It $as )ecome li+e a fas$ion no,adays t$at at certain time of t$e year a person

desires to go for a vacation. It also acts as a psyc$ological )rea+ from t$e $ectic daily

life of a person.

1- Socio$Po*itic'*: $

7any societies encourage tourism as a form of re*uvenation. 7any

organi>ations give incentives and entitlements to t$eir employees. ome companies

even organi>e visits to t$e medical spas etc to t$eir employees in need. Cven t$e

political system encourages certain preferences for $oliday destinations as ,ell as

activities li+e $olding conventions and conferences. C.g. andi Hills near 6angalore

,as c$osen for t$e AA&9 summit.

Econo)ic: $

In ,est ,$en a personBs income rises )y 1 unit t$en $e spends around 1 and a $alf

unit on tourism. #$is indicates t$eir propensity to travel. $ere income is not $ig$

people tend to spend less on travel and tourism.

#$e price of tourism in relation to ot$er consumer e?penditures is also

important. pecial offers along ,it$ discounts often ma+e tourism a more favora)le

option for t$is class of t$e society.

P(o#(e (evie3:

Unit I

1


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@1. $y is it important to +no, a)out t$e $istory of tourism G! mar+s/

@2. C?plain t$e development of tourism in India G% mar+s/

@!.


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6y t$e end of t$is unit student ,ill )e a)le to understand various classification of $otel suc$

as according to location si>e lengt$ of stay etc. t$is unit includes various level of service

o,ners$ip and affiliation.

8nit e?plains a)out referral $otels and various management contracts concept of c$ain

$otels and target mar+et. It includes alternate lodging facilities also ,$ic$ are in trend no, a

days .

UNIT II- CLASSIFICATION OF HOTELS

1-, Hote* c'n be c*'i%ie& on the b'i o%

a/ i>e

)/ Location

c/ 9lientele 5 facilities

d/ tar

e/ Lengt$ of stay of t$e guest

Acco(&in# to the i;e:$

$ile discussing t$e si>e of t$e $otel ,e s$ould remem)er to distinguis$ )et,een t$e

no. of rooms and no. of rooms availa)le for sale. Accordingly as per t$e availa)le rooms,e can accept t$e fact t$at

1. Less t$an 100 rooms are considered small.

2. 'rom 100 to 1 rooms are considered medium.

!. And more t$an !00 rooms are considered large $otels.

Acco(&in# to the *oc'tion

Hotels can )e )roadly classified under t$is category. uc$ +ind of a $otel can eit$er

)elong to one category or even more. C.g. a commercial $otel can )e descri)ed as for

)usinessman purpose ,$erein if t$e commercial $otel is located near some tourist place it

can also )e called a resort $otel ,$ere people can come to rela? and for en*oyment.

,- Co))e(ci'* hote*:$

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A commercial $otel is )asically found in t$e $eart of t$e cities and )usy commercial

area so as to assist t$e )usinessmen and ot$er people to carry out t$eir tas+s ,$ile staying

in t$e $otels. 9ompany e?ecutives traveling for a s$ort no. of days may stay in t$ese

+inds of $otels ,$ile t$ey do t$eir ,or+. Apart from t$ese tourists may also come for a

stay and to en*oy t$e various tourist spots of t$e city.

6asically t$e lengt$ of t$e stay of t$e guest in suc$ $otels is s$ort ,e can say a)out 2

days to = days. #$ese $otels provide a guest ,it$ facilities suc$ as a 6usiness 9lu)

Healt$ 9lu) ,imming 3ool 2" Hour 9offee $op &oom ervice &ooms GDesigned

C?clusively 'or #$e C?ecutive 'leets/ 6ar And Disco

1- T('nit Hote* :$

#$ese +inds of $otel are located near )y an airport sea port or any port of entry. #$e

fact is t$at t$ese $otels are particularly for t$e people ,$o are in move from on place to

anot$er. #$e people ,$o fly from one place to anot$er prefer suc$ +ind of $otels. 8sually

t$e clientele of t$ese $otels consists of;

a. Layover 3assengers

). Airline 9re, 7em)ers

c. #ransit 3assengers

d. #ourist 6usinessmen

In t$ese $otels t$e lengt$ of stay of guest is very s$ort mainly for one or t,o days or

even for a fe, $ours. #$e facilities provided in suc$ $otels are very similar to commercial

$otels.

2- Reo(t hote*:$

#$e location of suc$ +ind of $otels is mainly in t$e resort areas. &esort areas are

)asically t$ose places ,$ere people go for recreation to en*oy t$emselves and to get

a,ay from t$e $ectic city life or to pursue a specific interest or activity. e.g.

a/ Hill resorts mountain clim)ing tre++ing

)/ 6eac$ resorts s,imming surfing

c/ Healt$ resorts

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In t$ese resorts t$e type of guest visiting are $oliday ma+ers $ealt$ facilities

sportsmen etc.

Also conventioneers since many resorts no,adays are trying to attract )usiness clienteles )y

providing good convection facilities. In suc$ cases t$e lengt$ of stay of guest is long and

ranges from a ,ee+ to a mont$ or even longer.

uc$ $otels are influenced )y seasons. #$ese $otels $ave distinct on and off seasons. #$us

t$e num)er of staff employed differs in )ot$ seasons t$e tariff differs special off season

pac+age are offered to get more )usiness.

#$e facilities provided are fe,er t$an in t$e commercial $otel. 7ore emp$asis is laid on

$omely informal atmosp$ere ,it$ casual dress and more social contact )et,een guests.

Cntertainments are provided to t$e guest in form of $ousie treasure $unts fancy dress

parties film s$oots etc. &ecreational facilities li+e #.#. )adminton golf and ot$er facilities

,it$ ,ould depend entirely on t$e area e.g. la+e resort-)oating sea resort- surfing ,ater

s+iing etc is provided.

9- Rei&enti'* Hote*:$

#$ey are )asically found in t$e cities li+e,ise commercial $otels. #$e guest $ere stays

for long period of times ,$o $ave to stay a,ay from t$eir $omes for some reason and,$o ma+e t$ese $otels t$eir $omes. #$e lengt$ of stay rises from si? mont$s to a year or

even more. #$e rent is paid eit$er mont$ly or 4uarterly. #$e facilities are less as

compared to t$e commercial $otels ,it$ minimum comforts a person ,ould need for

s$elter meals.

NOTE:$

In a commercial $otel some rooms may )e )oo+ed for a long period )ut t$is does not

ma+e it a residential $otel.

#$e H&A99 classifies $otels against set criteria of standards and a,ards #A&

&A#I


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#$e name itself is derived from t$e p$rase E7otor HotelsF. #$ese $otels are mainly

situated on t$e perimeters of cities and $ig$,ays ,$ere people traveling on ,$eels may

c$ec+ in and spend a nig$t. #$e types of guest are mainly motorists and road travelers.

#$e lengt$ of stay of guest is very s$ort usually overnig$t. #$e facilities provided are

same as in commercial $otels. Adding to t$e re4uirements of t$e travelers t$ese $otels

s$ould $ave a par+ing space for every $otel a garage a service station and a refueling

station.

1-1 LE.EL OF SER.ICE

It is a ,ay of classifying lodging properties )y t$e level of facilities provided to t$e

guest. #$e level of guest services offered in a $otel varies ,it$out regard to t$e $otel si>e.

ome $otels offer more t$an one level of service. #$e level of service usually reflects

from t$e guest room rate. #$e level of service can )e classified under t$ree categories;

orld class service

7id-range service

Cconomy or limited service

1/ orld class service; $otel offering a ,orld class service sometimes called lu?ury

service. #argeting top )usiness e?ecutives 9ele)es )ureaucrats politicians.

orld class $otels provide upscale restaurants and lounges. ed )at$ to,els soap )ars s$ampoo s$o,er cap cloc+ radio and more

e?pensive furnis$ing dcor and up$olstery. 6at$room linen is c$anged t,ice in a

day and nig$t turndo,n service is given. 7aga>ines and ne,spapers are provided

in eac$ guestroom. 3u)lic area of t$e $otel $as ,orld class paintings and

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furnis$ings etc. #$e lo))y itself ,ill $ave many retail outlets specialty retail

outlets and international ne,spapers.

In ,orld class $otels t$e ratio of staff to t$e guest is $ig$. #$is ena)les t$e

$otel to provide services up to t$e guest satisfaction. 7ulti lingual concierge is

also in t$e lo))y giving not only t$e information )ut also arranges tic+ets for

transport and entertainment. In some $otels t$ere is separate floor to entertain t$e

special guests. #$ese rooms are e?ceptionally large and contain large num)er of

amenities. A separate concierge is availa)le on suc$ floors. pecial food is also

served on t$ese floors and t$e facilities suc$ as secretarial service special c$ec+-

ins and c$ec+-outs may also )e availa)le.

2/ 7id range service; t$ese $otels also attract a large no. of people particularly t$e

ones ,$o are planning small conference group meetings and conventions. #$is

type of service levels are typically seen in properties ,it$ rooms appro?imately

around 1%0 to 200. #$oug$ t$ese $otels do not provide ela)orated services )ut

$ave sufficient staff to guest ratio. #$ese $otels also provide restaurants and )ars

for )ot$ in $ouse and ot$er guests.

!/ Cconomy or limited service; t$ese properties occupy large percentage of

$ospitality industry. #$e )asic idea )e$ind t$ese type of services is to provideguest a clean and comforta)le environment and )asic amenities. #$ese properties

attract tourists ,it$ )udget in mind. In t$ese properties guest is given a room

,it$ in room p$one soap )ar and a television. ome properties also provide

s,imming pools and ot$er entertainment facilities. 8niformed service in room

dining Groom service/ laundry and $ealt$ clu)s are missing in t$ese +inds of

$otels )ut a continental )rea+fast is provided in t$e morning in lo))y area.

22


23/53

1-1-, CLASSIFICATION ON THE +ASIS OF OWNERSHIP AND AFFILIATION

Anot$er ,ay to classify a $otel is to e?amine t$e o,ners$ip t$roug$ ,$ic$ a $otel can )e

classed. #$e classification is as follo,s; -

,? In&e"en&ent hote*: $

#$ese $otels are on t$e o,ners$ip )asis and do not $ave any affiliation t$roug$ any

ot$er property. And also t$ey do not $ave any tie up ,it$ any ot$er $otels ,it$ regard

to policy procedures and financial o)ligations. #$e advantage in t$is type of $otel is

t$at t$ey need not maintain a particular image and t$ey are not )ound to maintain anyset targets )ut can independently adapt 4uic+ly to t$e c$anging trends.

1? M'n'#e)ent cont('ctu'* hote*: $

Anot$er type of c$ain organi>ation ,$ic$ operates properties o,ned )y individuals or

partners is management contractual $otels. #$e contract is entered )et,een t$e o,ner

and t$e operator and usually as per t$e contract

O,ner retains t$e legal and financial responsi)ilities

Operator pays for t$e operating e?penses and recovers from t$e o,ner.

O,ner is responsi)le for paying ta?es insurance and de)ts.

2? Ch'in: $

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24/53

#$ere may )e single o,ned $otels yet more and more $otels and motels are no,

getting affiliated to eac$ ot$er. #$is gives t$em t$e advantage of a large central

organi>ation providing reservation system management aids financial strengt$

e?pertise manpo,er specialties merc$andises and promotional $elp.

A%%i*i'tion:$

I. #,o or more operations )elonging to some organi>ations: for e?ample Holiday

Inns &amada $eraton 9orp. #rust$ouse 'orte Hilton 9orp. Ho,ard

No$nson 6al+antourist Day Inns #ravel Lodge Intercontinental Hotels Hyatt

7arriot 9orp etc. ,it$in one c$ain t$e type of affiliations may vary.

II. A E&eferral 9$ainF is made up of independently o,ned and operated $otel and

motel and provides s$ared advertisement *oint reservation system and

standardi>ed 4uality. irtually no s$ared managements or financial functions.

III. Anot$er c$ain operation is E7ulti-8nit 9ompanyF usually ,it$ a $ead office

and several operations across t$e country and a)road. C.g. I#9 group.

The conce"t o% F('nchie: $

'ranc$ise is a system in ,$ic$ t$e franc$ise o,ner grants anot$er t$e rig$t or

privilege to merc$andise a product or service for a specified return.'ranc$ise Agreement; -

It is an agreement under ,$ic$ t$e o,ner operates as a mem)er of t$e c$ain

utili>ing t$e )rand image name good,ill and o)taining for a certain fee some

services of mar+eting and operating nature support from resources of a large

organi>ations advertising sales promotion tec$nical and financial $elp etc.

#$e most successful franc$iser in t$e $otel industry is t$e Holiday Inns. Ot$er

successful organi>ations in t$e field of $otel franc$ise are Hilton 7arriott Ho,ard

No$nson and &amada Inns etc.

'ranc$ising must )e loo+ed at as a t,o ,ay )enefit sc$eme. 'ranc$iser

provides certain services and conveys certain rig$ts to t$e franc$isee and t$e

franc$isee as in turn certain o)ligations to t$e franc$iser. 'or uniformity franc$ised

units are generally standardi>ed. 9onstituted to a specific standard of furniture and

2"


25/53

dcor specification fitting fi?tures and e4uipment specifications. ite selection

and feasi)ility and appointment of t$e arc$itect.

F('nchie e(vice

'ranc$iser provides services in t$ree general categories; Gi/ 7et$ods 5 ystems

Gii/ #ec$nical Assistance Giii/ 7ar+eting 7et$ods

i- Metho& @ S0te); -

a. 3roven systems and esta)lis$ed operating procedures of a franc$iser are

provided to franc$isee Goperating manuals are given/

). #raining programmes and sessions conducted )y t$e franc$iser to t$e

employees of t$e franc$isee.

ii- Technic'* Se(vice: $

'ranc$iser provides various tec$nical assistances in different forms suc$ as

assistance during development and construction p$ases study of potential sites and

its selection in o)taining finances )y introducing t$e financers to t$e franc$iser

ma+ing of capital )udget feasi)ility studies arc$itectural services purc$asing

services Gcroc+ery cutlery furniture e4uipment linen glass,are and consuma)les

etc./. #$ese may )e provided for a fee G,$ic$ may )e consolidated or separate foreac$ service/.

iii- M'(!etin#: $

7ar+eting tec$ni4ues name of t$e franc$iser and its good,ill logo signs etc.

&eservation system mar+eting advertisement programmes )enefits G*oint

advertisement campaign/ ,it$ franc$iser mar+eting pac+ages regional sales

offices at strategic points.

Ob*i#'tion o% the %('nchie(

I. Definitive standard G,$ic$ defines t$e p$ysical c$aracteristics/ for e?ample si>e of

room si>e of )eds type and num)er of furniture #.. etc. and also t$e standard of

s,imming pool '56 outlets par+ing etc.

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26/53

II. Operational 4uality standard suc$ as cleanliness )e$aviour and attitude of staff

4uality of service tariff fre4uency of c$anging of linen etc.

#$e franc$isee is re4uired to maintain )ot$ t$e a)ove types of standards as per t$e

franc$iserBs re4uirement.

F('nchie cot 'n& %ee

I. 3ayment of an initial fee ,$ic$ is non refunda)le in t$e event of t$e termination of

agreement due to t$e action or as a result of violation )y t$e franc$isee. It is )ased on

num)er of rooms.

II. In addition to t$e initial fee a mont$ly fee is also paya)le to t$e franc$iser.

III. &oyalty )ased on room sales advertising fees reservation fees training fees etc.

Metho& o% Co)"utin#

i- 'i?ed mont$ly fee.

ii- 'i?ed mont$ly fee plus an amount per reservation originating from t$e reservation

system.

iii- 3ercentage of room sales.

iv- 3ercentage of total sales.

v- 'i?ed rupee amount per availa)le room.

vi- 'i?ed rupee amount per occupied room.

So)e co))on (eui(e)ent %o( %('nchie )e)be(hi": $

7inimum num)er of rooms re4uired.

Arc$itectural design in confirmation to t$e $otel o,nerBs re4uirement

ecuriti>ation of location

9ertain services may )e provided

9entrali>ed training programmes for management.

Hig$est cali)re esta)lis$ment in its category.

9ertain standards regarding maintenance operations staffing and services.

So)e bene%it o% %('nchie 0te):$

'easi)ility studies

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Opening assistance

ON# Gon *o) training/ for staff

Accounting services

Advertising

9entral purc$asing

9& )enefits

'inancial assistance

Discount on levels and supplies

e,sletters and )roc$ures

1-2 Re%e(('* hote*:$

#$ese are $otels forming a group for a common purpose. #$ese $otels are not e?act

replica of eac$ ot$er li+e franc$isee $otels )ut service standards are consistent enoug$ to

satisfy t$e guest. #$roug$ t$is concept all t$e $otels in a group ,ill $ave )road e?posure as

one property may refer to t$e ot$er affiliated property in t$e group. C.g. 6est estern

International is t$e largest referral group $otel.

1-2-, Ch'in hote*:$

9$ain $otels can )e o,ned and operated )y one company or can form a c$ain )y

offering franc$ise to t$e local $otel o,ners. Here t$ey provide all t$e standard operation

procedures and t$eir name *ust t$e same ,ay li+e in t$e normal franc$ising operations. #$ey

also provide t$em ,it$ t$e management rules and regulations and to dome e?tent t$ey also$elp in t$e $iring of t$e staff for t$em. 9$ains ,it$ a less dominant central organi>ation

allo, individual $otel managers to researc$ more on t$eir creativity to ma+e it a muc$

profita)le affair.

Li+e ,e said a)ove several structures e?ist ,$ere some c$ains o,n t$eir properties

,$ereas many do not. ome $ave strong control even over t$e arc$itecture management and

standards of t$eir properties. ome concentrate only on t$e advertising and mar+eting and

2=


28/53

purc$asing only. ome ,ill $ave minimum mem)ers$ip standards. #$is means t$ey ,ill not

)e e4uipped to provide a great deal of assistance to local o,ners$ip.

A c$ain $otel is usually classified under a management contract or as a franc$ise or

referral group.

1-9 T'(#et )'(!et:$

#$e type of clientele or t$e section of society travelers tourists etc. on ,$ic$ any $otel

desires to focus is )asically its target mar+et.

6y means of surveys researc$es some $istorical data and trends of visitors a $otel

determines it target mar+et. A ne, trend of dividing t$e clientele into segments is in t$ese

days. #$is process is called )'(!et e#)ent'tion.

Here t$ey divide t$e large mar+et into a num)er of distinct segments and t$en t$ey

easily divide t$e ones to focus upon and in ,$at manner may it )e )y t$e means of discount

on meal or $oliday pac+ages or it may )e even )y t$e means of advertising or may even

dividing t$e range of t$eir product divided under some particular )rand names. C.g. t$e7arriott $otels and &esorts no, $ave different )randnames li+e 7arriott 7ar4uis 7arriott

Hotels 7arriott Inns and 9ourtyard )y 7arriott etc.

Here eac$ )rand is dedicated or focused on a particular type of clientele or ,e may

say a particular mar+et segment. #$e advantage of t$is type of segmentation is t$at ,$en

different varieties of services can )e located in a small geograp$ical region it ,ill attract

different type of clientele also. #$e disadvantage of t$is is t$at t$e guest may get confused

)y seeing a variety of differences in eac$ $otel offering even ,$en it )elongs to one central

organi>ation.

#$e concept of segmentation of t$e mar+ets can )e made clearer )y t$e follo,ing of

t$e type of $otels or lodging facilities ,$ic$ focus to cater only to a specific type of

clientele.

,? 9ommercial Hotels

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1? Airport Hotels

2? uite Hotels

9? &esidential Hotels

5? &esort Hotels

4? 6ed And 6rea+fast Hotels

7? #ime $are Hotels

? 9asino Hotels

8? 9onference 9enters

,6? 9onvention Hotels

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4- Subu(b'n Hote*:$

#$ese $otels are mainly situated in su)ur)s ,it$ a guest and peaceful surroundings.

a. According to t$e to t$e lengt$ of stay

I. 7O#CL I. 9O77C&9IAL HO#CL I. &CO HO#CL

I. &CIDC#IAL

II. #&AI# HO#CL II.86 8&6A HO#CL

According to t$e lengt$ of stay

ery s$ort $ort Long ery long

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). According to t$e star classification

In India ,e adopt t$e star classification system ,$ic$ depends on t$e no. of

rooms and t$e standard of t$e facilities provided )y t$e $otel. #$ere is a statutorilyappointed committee +no,n as Hotel and &estaurants Approval 5 9lassification

committee GH&A99/ ,$ic$ comprises of t$e representatives c$osen from govt. 5

trade. 8nder t$is ,e $ave;-

I. A % star delu?e

II. % star

III. " star and t$en ! 2 5 1 star $otels

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1-5 A*te(n'te *oin# %'ci*itie:$

Apart from t$e $otels ,e also $ave supplementary lodging facilities or

supplementary accommodation. It consists of all type of accommodation ot$er

t$an t$e conventional $otel type. #$ese supplementary accommodations offer

s$elter 5 food )ut not t$e e?tra facilities or services ,$ic$ are provided )y a

$otel.

Distinguis$ing )et,een t$e different type of $otels ,e ,ill come across

t$en follo,ing differences;- #$e standard of comforts is modest as compared to t$at of a $otel.

#$ey can sell accommodation at a muc$ lo,er price.

#$ey $ave an informal atmosp$ere and freedom regarding uniform.

#$ere is more emp$asis on entertainment 5 games.

upplementary accommodation plays a very important role in t$e total availa)le

tourist accommodation in a country. It caters to )ot$ international 5 domestic

tourist traffic.

C?amples;-

I- araisD$arams$alas

II- 9amping sites

III- out$ $ostels e.g. 79A

I.- Da+ )ungalo,s

.- 9ircuit $ouses

.I- #ourist )ungalo,s

.II- #raveling lodges

.III- 'orest lodges

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I- Dormitories

- 3aying guest accommodation

I- &otels GHotels on ,$eels/

II- 'loatels G$otels on ,ater e.g. $ouse)oats/

Unit II E=e(cie n

@1. 9ategori>e t$e $otels on t$e )asis of t$e lengt$ of stay. G% mar+s/

@2. Define t$e follo,ing;

1/ 9asino 5 time s$are $otels

2/ &otels 5 floatels

!/ &esidential and transit $otels

"/ 9onvention $otel

%/ #ransit $otels

@!. 'ill in t$e )lan+s; G2 mar+s/

1/ 7edium si>e $otels $ave PPPPPPPPP num)er of rooms.

2/ &otels are t$e $otels on PPPPPPPP.

@". #ransit $otels are located at ,$ic$ place of t$e city; G1 mar+/

a/ 9enter of t$e city

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34/53

)/ ear t$e port of entry

c/ 9ountry side

d/ Hill stations

@%. C?plain t$e classification in $e )asis of si>e. G% mar+s/

@. $at are t$e functions of t$e H&A99 G% mar+s/

@=. C?plain in )rief different classifications of $otels. G10 mar+s/

@(. 6riefly e?plain a)out t$e follo,ing terms; G10 mar+s/

1/ &eferral $otels2/ 'ranc$ise

!/ 7anagement contract

"/ 9$ain $otels

@. $y is it important for t$e $otels to ma+e t$eir policies +eeping in mind t$e

target mar+et G2 mar+s/

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NAME OF THE UNIT : OR/ANIATIONAL STRUCTURE OF THE

HOTEL@ LO++Y LAYOUT

Content :

1/ Organi>ational structure of $otels - %"

2/ Layout of lo))y - %=

!/ Handling I3B - %

"/ 8niformed service - =!

Objective:

6y t$e end of t$e c$apter you s$ould )e a)le to understand t$e organi>ational

structure of different types of $otels and s$ould )e a)le to plan a )asic $ierarc$y

of any re4uirement.

#$e c$apter e?plains and enlists various e4uipments used in t$e $otel front office

department and also t$e various met$ods a lo))y can )e furnis$ed depending

upon t$e si>e of systems used etc.

#$e most important factor of any service outlet is t$e guest satisfaction. #$e

c$apter e?plains various met$ods and procedures to )e +ept in mind ,$ile

dealing ,it$ t$e guest.

Unit III- O(#'ni;'tion t(uctu(e o% hote*

S)'** hote*G,it$ appro? %0 rooms/

!%


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In a smaller $otel as t$e no. of rooms is less t$e front des+ needs not to )e

very ela)orate. A des+ ,it$ e4ual space for reservation

receptionistinformationBs can )e located comprising all t$e t$ree in one. A

)ell )oy is sufficient for carrying of t$e luggage no )ell captain is re4uired. A

separate cas$ier cum )ills cler+ can $andle all t$e )ill settlements.

'ront office In

c$arge

&eservations receptionist

Informationist

6ell )oy

9as$ier cum )ill

cler+

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'ront officemanager

Assistant front office

manager

&eceptionist&eservationsinformatio

n9as$ier 6ell captain

6ell )oyspage

)oys

Doorman

Lift operator

6ell cler+

2-1 Me&iu) hote*Gappro? 100 rooms/

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In a medium si>ed $otel t$e overall $ead of t$e front office is t$e front office

7anager. He is t$e supreme commandant of t$e front office fleet. 8nder $im comes

Assistant front office manager or lo))y manager. He loo+s after t$e lo))y as ,ell as t$e front des+ and t$e )ell

captain.

In suc$ $otels a different des+ is provided for t$e )ell captain to carry out $is ,or+ peacefully. Doorman 5

lift operators are also t$ere in a medium $otel t$at assists t$e guest.

!(


39/53

Unit I.- Lobb0 A(('n#e)ent

9-, *'0out o% the *obb0

7any times in addition to a $otelBs name an attractive lo))y arrangement also plays

an important role ,$ile a guest selects a $otel to stay in. An attractive lo))y setup also

reflects t$e comforts and lu?ury ,$at t$e rooms of t$e $otel may $old. #$us it plays a

very vital role in attracting t$e clientele loo+ing for lu?ury and comforts.

ince all guests and t$eir visitors pass t$roug$ t$is area it must )e very ,ell

planned.

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#$e a)ove mentioned diagram is t$e )asic one for any $otel lo))y. All t$ese

facilities give t$e lo))y a muc$ Keasy reac$B loo+. #$e lo))y of a $otel includes t$e

follo,ing;

A general circulation area and a ,aiting area ,$ic$ leads to t$e c$ec+-in.

Information center

9as$ierBs counter

9oncierge

#ravel des+ etc.

#$is area is managed )y a senior official called t$e KLo))y 7anagerB

A s$opping arcade may )e eit$er t$e part of t$e lo))y or ad*oining it. arious food

and )everage outlets li+e t$e coffee s$op also may accompany t$e lo))y for an easy

approac$ for all type of in $ouse or e?ternal clientele. Location of t$e cloa+ rooms for

pu)lic is also in t$e lo))y.

9-,-1 Si;e o% the *obb0:$

#$e si>e of t$e lo))y depends upon t$e si>e of t$e esta)lis$ment. Lo))y s$ould )e

spaciously designed not ,asting any valua)le space. 3rinciples of space management

s$ould )e used ,$ile planning a lo))y. Avoid pillars as t$ey may o)struct t$e vie, ofmany attractive parts of t$e lo))y. #$e systems used in t$e $otel li+e manual

mec$anic or automatic ,ill also determine t$e si>e of t$e lo))y.

Lo))y of t$e $otel is a $ig$ traffic area of t$e $otel )ecause all t$e in $ouse guests

staff luggage and visitors of t$e in $ouse guests move t$roug$ t$is area. #$us t$e

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41/53

lo))y s$ould )e maintained clean in an efficient manner. A spic n span lo))y also

reflects t$e $ygiene t$at t$e $otel maintains in its ot$er parts )e it t$e rooms or t$e

+itc$en for t$e various food and )everage out lets.

#$e reception counter;

#$e reception counter is t$e place ,$ic$ is associated ,it$ t$e activities li+e

Arrivals Information Departures 7ail Handling Luggage Handling etc. are done

from reception counter only ,$ic$ is situated in t$e lo))y. #$us it must )e a fully

e4uipped counter ,it$ all $e modern facilities to $andle t$e $eavy rus$ in an efficient

manner.

'or an efficient $andling of t$e guests t$e follo,ing points s$ould )e ta+en in

consideration;

Sh'"e:$

#$e reception can )e made in different s$apes li+e KLB s$ape straig$t lined curve

s$ape Gsemi circular/ or circular s$ape etc.

Si;e:$

#$e si>e ,ould depend )asically on t$e type of system ,$ic$ t$e $otel is using.

Li+e for a large $otel using t$e automatic system t$e si>e may )e small ,$ile for a

small $otel using a $itney rac+ system it may )e comparatively )igger.

Di)enion:$

8sually t$e counter dimensions are $eig$t )et,een !(F to "2F: ,idt$ is !0F appro?

and lengt$ depending on various factors suc$ as si>e of lo))y type of $otel

)usiness profile of t$e $otel.

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42/53

arious materials can )e used for ma+ing of a counter li+e ,ood 5 carpet to

concrete ,it$ finis$ing of laminated surfaces stone mar)le granite etc. depending

upon various factors li+e cost and design etc.

A ne, concept of separation of counters $as also emerged as more

communicative in t$e industry suc$ as separate section for eac$ i.e. Arrivals

Informations 9as$ and 6ills section is also )eing used )y many $otels. In suc$ an

installation t$ere s$ould )e a very efficient communication net,or+ and computer

communication is used for t$e same.

9-,-2 A*o '"'(t %(o) the %(ont &e! othe( uch counte( 'n& o%%ice in *'(#e

hote*> *obb0 '(e:

Lo))y managerBs des+

9oncierge des+

6ell des+

#ravel counter


43/53

9-,-9 Ho"it'*it0 &e!:$

#$e $ospitality des+ is meant to deal in services offered complementary or

are availa)le at very little c$arge for t$e guest. #$ey include t$e follo,ing

)asically;

6a)y sitting

3ersonali>ed stationary

'lo,ers and fruits

'ree air port pic+ up and drops to t$e air port

Assistance in s$opping


44/53

1. 'ront Des+ 9ounter

2. 6ell Des+ And 9oncierge

!. Lo))y Des+

". #ravel 9ounter

%. Jey And 7ail &ac+

. 7ail orting &ac+

=. 7ail 'or,arding 'ile

(. Duplicate Jey &ac+

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45/53

2(.Luggage #rolleys6ell Hop #rolleys

2.Luggage et

!0.#ele? 7ac$ine

!1.9omplete 9omputer ystem Hard,are

!2.&evolving &ac+

!!.&eminder 'or #imes

!".'ran+ing 7ac$ine

!%.3erpetual ear 3lannertatus 6oard

9-2 HANDLIN/ .IP:

As t$e name suggests t$e I3s are a very sensitive affair for every $otel. I3

$andling for every $otel is a tas+ ,$ere it $as all t$e rules and guidelines laid ,ell in

advance to avoid any pro)lems. ome concepts in I3 service $ave evolved as follo,s;

1/ &eceiving at t$e airport ,it$ t$e most e?pensive car ,$ic$ t$e $otel $as and

,elcome )y an e?ecutive of t$e $otel ,it$ flo,ers.

2/ &egistration can )e done in I3 lounge. ome $otels $ave evolved a special

I3 lounge system ,$ere only t$e c$ec+-ins are done. As soon as t$e guest

arrives at t$e $otel t$ey are straig$ta,ay ta+en to t$e first floor ,$ic$ generally

is t$e location of t$e I3 lounge also called C*ub F*oo( or C*ub Loun#e.

!/ pecial amenities are provided for t$e I3s. #$ese include personali>ed

stationary large soap )ar and ot$er vanity amenities e?tra flo,ers arrangement

and a large fruit )as+et. 7ini)ar is fully e4uipped ,it$ different +inds of spirits.

ome $otels also provide c$ampagne or ,ine to t$e I3s.

"/ #$e rooming list G,$ic$ is circulated in different departments li+e front office

communication center room service $ouse+eeping etc/ carries all t$e names of

t$e I3s ,it$ t$eir room num)ers and 3A## i.e. special attention mar+ed on it

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46/53

%/


47/53

1/ Lost and found; if some luggage or item is recovered )y front office staff after t$e

guest departure it must )e deposited ,it$ $ouse+eeping department as t$ey

maintain special loc+ers for suc$ items and ma+e t$e separate formats in t$is

regard.

2/ 'ire in t$e $otel; in case of fire inform t$e fire fig$ting department and must +no,

t$e name of t$e first ,$o located t$e fire. #$en t$e guest may )e as+ed to use t$e

fire e?its instead of guest elevators. #$e ,or+ according to t$e fire drill.

!/ In case of deat$; in case some dead is )ody is located in t$e $otel immediately

inform t$e general manger security officer and $otels doctor. After t$is ,it$ out

creating panic call t$e police for furt$er necessary actions. #$e information a)out

t$e mis$ap ,ill )e sent to t$e deceased guestBs permanent address.

"/ #$eft; in case if t$e guest $as stolen somet$ing from t$e $otel t$en t$e amount

must )e ad*usted to $is final )ill. #$is is a polite ,ay to tell t$e guest a)out $is

misdeeds )ut t$is s$ould only )e done ,$en t$e staff is a)solutely sure ot$er ,ise

it may tarnis$ t$e reputation of t$e $otel.

%/ Accidents; $ouse doctor must )e called as soon as any accidents came into t$e

notification. 'irst aid may )e provided on t$e spot .care must )e ta+en a)out

training front office staff regarding first aid.

/ &iots and curfe,; in t$is situation t$e front office staff is supposed to inform t$e

security and t$en t$ey s$ould seal t$e entry and e?it points of t$e $otel. In case t$e

situation )ecomes more serious t$en t$ey may call t$e police.

=/ Damages )y In $ouse guest; $e s$ould )ee c$arged according to t$e damage if $e

o)*ects general manger may )e informed a)out it.

(/ Drun+en guest; t$is situation is $appen 4uite often time in t$e $otel. t$e drun+en

guest must )e isolated and ta+en a,ay from t$e pu)lic areas . #$is condition must

)e $andled in a very polite ,ay Gdo not argue in any case/if guest still mis)e$aves

t$en security s$ould )e informed.

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"(


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9-9-, T0"e o% Rot'

8sually a rota covers )et,een seven days and one mont$. 'or eac$ mem)er of staff a

ro, of sym)ols indicates ,$ic$ s$ifts to ,or+ for eac$ of t$ose days. #$e total num)er

of $ours planned over t$e ,$ole period is calculated and displayed on t$e rig$t. #$e

num)ers of staff providing cover for eac$ s$ift are counted for eac$ day and displayed

at t$e )ottom.

In general it is )est suited to self-contained departments of up to a)out "0 staff )ut it

can $andle many more.

A b'ic (ot'

A )asic &ota is used to record staff details target $ours and s$ift patterns t$at generally

remain fi?ed from one period to t$e ne?t.

S"eci%ic Rot'

&otas for specific periods of time are created )y copying t$e )asic rota and giving it a

start date. #$is ne, specific rota is t$en edited for variations in staff for t$e period it

covers. #$en it is edited for variations in t$e s$ifts t$at t$ey ,or+ for t$at period.

Tot'* hou(

#$e rota uses sym)ols to indicate s$ifts and ot$er activities for eac$ person. ome of

t$ese sym)ols particularly t$e s$ifts correspond to a num)er of $ours ,or+ed. #$ese

$ours are added up for eac$ mem)er of staff and appear as a total for t$e ,$ole period.

#$e totals are compared ,it$ target $ours and t$e difference displayed. Any ad*ustment

$ours t$at you ,ant to contri)ute to t$e total can also )e included.

Cove( count

#$e rota uses sym)ols to indicate ,$ic$ s$ift eac$ person is ,or+ing on eac$ day. ot

all sym)ols are s$ifts: some indicate activities suc$ as training or $oliday etc. taff

covering eac$ s$ift are graded and counted eac$ day so you can see and control your

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s+ill mi?. 9over reports list t$e graded staff on duty to cover eac$ s$ift.

Cuto) 0)bo*

#$e sym)ols used in t$e rota can )e customi>ed so you can use familiar ones. Details

include a description t$e num)er of $ours t$ey correspond to ,$ic$ ones count as

cover and $o, t$e staff is graded for s+ill mi?ing. ym)ols can consist of multiple

c$aracters and digits etc.

St'%% &et'i*

taff details include position in t$e rota name grade supernumerary or not t$e s$ifts

ot$er and target $ours for t$e period etc. upernumerary mem)ers of staff are t$ose

,$ose s$ifts are not counted to provide cover.

Se*%$(ote(in#

6ecause nurses $ave comple? ever c$anging personal circumstances and e?pect

fle?i)le ,or+ing t$is system does not attempt to create sc$edules automatically. #elling

a system $o, to propose sc$edules is comple? and time-consuming tending to offset

t$e advantages.

elf-rostering is gro,ing in popularity in t$e H as a sensi)le alternative to automatic

sc$eduling. #$e Department of Healt$ recommend e?plains and encourage self-

rostering in t$eir pu)lication Qor+ing Lives; 3rogrammes for 9$ange; #eam 6ased

elf-&osteringQ.

it$ self-rostering you can let individual mem)ers of staff propose t$eir o,n s$ifts.

'or eac$ rota t$is is done )y letting staff edit t$eir o,n s$ifts over a period of time

)efore t$e rota is finali>ed. After t$is self-rostering period t$e planner t$en acts as

referee editing t$e rota to remove anomalies )efore releasing it in draft or as approved.

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FOA Mon Tue We& Thu F(i S't Sun Wee!*0 hou(

A (-" (-" (-" (-2%- (-" Off Off !

+ Off Off (-2%-

(-" (-" (-" (-

2%-

"0 R

C (-" (-" Off Off (-2%- (-" (-" !

D (-2%-

(-" (-" (-" Off Off (-" !

9-9-1 Dut0 (o'te( %o( %(ont o%%ice 't- 'u)in# 5 &'0 ' 3ee!-

9-9-2 Wo(! che&u*e

It lists t$e actual ,or+ to )e underta+en )y a particular mem)er of t$e staff

during a particular period of t$e day. #imes of meal )rea+ and any special *o)s are pin

pointed t$roug$out t$e period so t$at so t$at t$ere is a guide not only as to ,$at $as to

)e done )ut also ,$en it $as to )e done. Order of ,or+ card may supplement ,or+

sc$edules.

A recent trend in front office operation is to provide a limited level of guest

service during late nig$t $ours t$ere)y reducing t$e num)er of employees re4uired on

t$e nig$t s$ift. #$e front office is li+ely to offer during t$is time. 'ront office ,or+ s$ift

may vary ,it$ guest )usiness pattern. A program of fle?i)le ,or+ $ours or flex time

allo,s t$e employees to vary t$e time t$ey start and end ,or+. 9ertain $ours during a

s$ift $o,ever may re4uire t$e presence of most ,or+ers. C.g. a front office des+ agent

may ,or+ from am to 12 pm so t$at ,a+e up calls and c$ec+ outs can )e $andledmore efficiently t$roug$ t$e = am s$ift c$ange. On t$e ot$er $and sc$eduling of front

des+ agent to ,or+ from 10 am to pm may allo, for smoot$ processing of guest

arrivals during t$e time evening s$ift personnel ta+e t$eir meal )rea+.

#raditionally front office ,or+ s$ifts are;

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Day s$ift; = am to ! pm

Cvening s$ift; ! pm to 11 pm

ig$t s$ift; 11 pm to = am

9-5 Uni%o()e& Se(vice

Uni%o()e& Se(vice; all t$e departments in t$e $otels no,adays $ave a specified

uniform provided )y t$e $otel itself.#ypically t$e uniformed servicesof a $otel include;

'ront office

'ood and )everage service uniforms may differ according to t$e t$eme or type of

outlet

#$e room service.

House+eeping personnel

7aintenance department

Jitc$ens

6ell des+ also may $ave a little different dress code.

#$e )asic purpose for all t$e uniforms is creating a point of differentiation

t$at ,ould )e easy for )ot$ t$e guest and t$e staff to distinguis$ )et,een. #$is

,ould avoid confusion and t$e guest can en4uire t$e rig$t person a)out t$e rig$t

t$ing.

Unit III

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@1. it$ t$e $elp of a flo, c$art e?plain t$e $ierarc$y of a large $otel. G10 mar+s/

@2. uggest an organi>ational $ierarc$y for a small $otel and also e?plain t$e duties

and responsi)ilities of eac$ personnel. G10 mar+s/

@!. $y is t$e organi>ational structure important to t$e $otel G%mar+s/

+I+LIO/RAPHY

7anaging 'ront Office Operations )yM.L Kasavana & R.M. Brooks.

'ront Office 7anagement )y Sushil Kumar Bhatnagar.

Hotel Hostel 5 Hospital House+eeping 6yBranson & Lennox

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