accommodation, others would like to stay in a simple and cheap room. Some would require facilities such as meeting rooms, business centres, and conference halls if their travel is business oriented. Being a capital-intensive industry, the diversities in guest requirements discourage hotels from catering to all types of travellers. As a result, hotels choose to carve out a niche for themselves by catering to the needs of specific guest segments. The hotel can be classified into the following categories on the basis of its clients: Business or Commercial Hotel Designed to cater to the business traveller, commercial hotels are generally situated in the city centre. These hotels provide high standard rooms and amenities, along with high-speed internet connectivity, business enters, and conference halls. They also provide in-house secretarial services, as well as facilities such as letter drafting, typing, fax, and photocopy of documents for the convenience of their guests. The guest amenities at the commercial hotel may include complimentary newspapers, morning coffee, cable television, and access to channelled music and movies. The duration of the guest’s stay is generally very short at these hotels. The occupancy level is higher during the weekdays and slightly lower during weekends. These hotels are also known as downtown hotels. Transient Hotel Transient hotels cater to the need of people who are on the move and need a stopover en route their journey. Located in the close proximity of ports of entry, such as seaport, airport, and major railway stations, these hotels are normally patronized by the transient traveller. They have round the clock operational room service and coffee shop and offer all the facilities of a commercial hotel. Transient hotels are usually five-star, and their target market includes business clientele, airline passengers with overnight travel layovers or cancelled flights, and airline personnel. The occupancy rate is usually very high, sometimes more than 100 percent, as rooms can be sold more than once on a given day. Suite Hotel Suite Hotels provide the highest level of personalized services to guests. The guest rooms generally comprise a living area, a compact kitchenette, complete with refrigerator and a microwave, a bedroom attached with bathroom, and sometimes even a dance floor. The facilities are highly customized and may include in-room safety locker facilities. These hotels are patronized by affluent people and tourists who are fond of luxury. Residential Hotel 51 CU IDOL SELF LEARNING MATERIAL (SLM)
As the name suggests, residential hotels provide accommodation for a longer duration. These hotels are generally patronized by people who are on a temporary official deputation to a city where they do not have their own residential accommodation. Guests stay for a minimum period of one month and up to two years. The services offered by these hotels are modest. The room’s configuration usually similar to that of suite hotels. Guest rooms generally include a sitting room, bathroom, and small kitchenette. They are akin to the small individual apartment. These hotels are fully operational restaurants or a dining room for the resident guests and may provide services such as daily housekeeping, telephone, front desk, and uniformed services. The guest may choose to contract some, or all the services provided by the apartment hotel. The hotel signs a lease with guest and the rent is paid either monthly or quarterly. Bed and Breakfast Hotel A European concept, bed, and breakfast (B&B) hotels are lodging establishments, generally operated in large family residences. These range from houses with few rooms converted into overnight facilities to small commercial building with twenty to thirty guest rooms. The owner usually lives on the premises and is responsible for serving breakfast to guests. Guests are accommodated in bedrooms and breakfast is served in the room or sometime in the dining room. The bathrooms may be attached to the guest rooms or maybe on a sharing basis. As the tariff is generally lower than a full-service hotel at these properties, they are suitable for budget travellers. Casino Hotel Casino hotels provide gambling facilities, such as Luxor Hotel and Casino in Las Vegas. These hotels attract the clients by promoting gambling, arranging extravagant floor shows, and some may provide charter flight services to its clients. They have state-of-the-art gambling facilities, along with the special restaurant, bars, round the clock room service, well-appointed and furnished rooms for its guests. Nowadays, these hotels are also attracting the MICE (meeting, incentives, conferences, and exhibitions) segment. The casinos of Las Vegas, USA are among the most famous casinos in the world. Conference Centres The word conference means ‘a meeting, sometimes lasting for several days, in which people with a common interest participate in discussions or listen to lectures to obtained information ‘. Thus, a conference centre is a hotel which caters to the needs of a conference delegation. These hotels provide rooms to delegates of conferences; a conference hall with the desired seating configuration for the meetings; food and beverage requirement during and after the 52 CU IDOL SELF LEARNING MATERIAL (SLM)
conference; and other requirements, such as a flip chart, whiteboard with markers, overhead projector, television, VCR/VCD/DVD player, slide projector, LCD projector with screen, computer, and public address system. These are large hotels, having more than 400 guest rooms. The services provided are the highest standard. Normally, conferences are charged as packages, which include accommodation and meeting facilities. Convention Hotels The convention is defined as ‘a formal assembly or meeting of members, representatives, or delegates of a group for general agreement on or acceptance of certain practices or attitudes ‘. This type of meeting involves a large number of participants. The hotel catering to the needs of this segment is known as convention hotels. These hotels may have more than 2,000 rooms to accommodate a large number of delegates. They are equipped with state-of-art convention centres with all the required facilities, such as seating configuration, audio-visual equipment, and public address systems to meet the demands of a convention. Classification of Hotels on the Basis of Duration of Guest Stay On the basis of the duration of the guest stay, hotels may be classified into the following categories: Commercial Hotel The duration of guest stay in these hotels is short, ranging from a few days to a week. Transient Hotel Mostly occupied by travellers as stopovers en route their journey, the duration of stay at transient hotels are very short, a day or even less. Semi-residential Hotel These hotels are generally patronized by people who are staying at a location while in transit to another place. The duration of stay may range from a few weeks to some months. They incorporated the feature of both transient and residential hotels. Residential/Apartment Hotel As the name suggests, residential hotels provide accommodation for long duration and are patronized by the people who stay for a long time. The duration of stay may range from a few months to a few years. Extended Stay Hotel In today’s age of downsizing, outsourcing and mobility business executive are often away from their hometowns for extended periods of time and require more than a hotel room. 53 CU IDOL SELF LEARNING MATERIAL (SLM)
These hotels are for those guests who wish to stay for long period (from few days to weeks), and cater to their long-term needs with special services, amenities, and facilities, such as full- fledged kitchens with dishes and kitchenware, separate area to wash clothes, housekeeping services, grocery services, and recreational facilities. The room rates of these hotels are determined by the length of stay. Classification of Hotels on the Basis of Level of Services On the basis of services offered by a hotel, they may be classified into the following categories: Upmarket/World Class Luxuries Hotels Targeting the affluent segment of society, hotels in the upmarket category offer world-class products with personalized services to the higher standard. The emphasis is on excellence and class. These hotels provide upscale restaurants and lounges, exquisite décor, concierge service, opulent rooms, and abundant amenities. The design and interior decoration of the hotel itself reflects the standards maintained by the hotel. The guest rooms are large with exquisite decoration and furnishings. Mid-Market/Mid-range Services Hotels These hotels offer modest services without the frills and personalized attention of luxury hotels, and appeal to the largest segment of travellers. They may offer services such as room service, round-the-clock coffee shop, airport and railway station pick-up and drop facilities, multi-cuisine restaurant with bar. A typical hotel offering mid-range service would be medium-sized, having roughly 150 to 300 rooms. The room rent is much lower than the upmarket hotels. These hotels are patronized by business traveller, individual traveller, and groups. Budget/Economy Hotels Budget hotels focus on meeting the most basic needs of guests by providing clean, comfortable, and inexpensive rooms. These are also known as economy or limited services hotels; they appeal primarily to budget-minded traveller groups. The clientele of budget hotels may also include families with children, bus tour groups, traveling businesspeople, vacationers, retired persons, and groups. These hotels have clean and comfortable guest rooms, a coffee shop, a multi-cuisine restaurant, in-room telephone, and channelled music and movies. 2.9 CLASSIFICATION ON THE BASIS OF OWNERSHIP On the basis of ownership of a hotel, they may be classified into the following categories: Proprietary Ownership 54 CU IDOL SELF LEARNING MATERIAL (SLM)
Proprietary ownership is the direct ownership of one or more properties by a person or company. Small lodging properties by the person or company. Small lodging properties that are owned and operated by a couple or family are common of proprietary ownership. Franchise Let us understand the following terminologies related to the franchise before we talk about it Franchise: It is authorization given by a company to another company individual to sell its unique products/services and use its trademark according to the guidelines given by the former, for a specified time, and at a specified place. Franchisor: The franchisor is the company that owns the trademark, product, a business format that is being franchised. Franchisee: The franchisee is the company or the individual to whom franchise confers the right to do business under its name as per the term and condition agreed upon. Franchising: A continuing relationship in which the franchisor provides a licensed privilege to do business, plus assistance in organizing, training, merchandising, and management in return for a consideration from the franchise. In the hospitality industry, we often come across many big chains that are operating on a franchise basis. In this kind of contract, which is mutually beneficial to both parties, the franchisor allows the franchisee to use the company’s ideal methods, trademarks, as well as the brand logo to do business. Management Contract Managing a hotel requires professional expertise. A new entrepreneur with little or no experience in the business may safely choose to become the franchisee of any well- established hotel chain. There could still be a problem in operating the business because the franchisor provides a well-established image, a tested and successful operating system, training programme, marketing, advertising, and reservation system, but does not provide the cadre of an experienced manager and the employees necessary to run the business on a day-to-day basis. To bridge the gap, management contract companies came into existence. These companies have the required expertise to manage hotels. They operate on the basis of management fee and the sometimes on a percentage of gross revenue. Time-share Hotels Time-share hotels, also referred to as vacation-interval hotels, are a new concept in the hospitality industry. As the name suggests, it entails purchasing a tourist accommodation at a popular destination for a particular time slot in a year. 55 CU IDOL SELF LEARNING MATERIAL (SLM)
The buyer can then occupy the property for the appointed time or rent the unit to other vacationers if they cannot avail the facilities. They have to make a one-time payment for the time slot and a yearly fee to cover the maintenance costs and related expenses and take a share in the profit from the income generated if they are not utilizing their time slot. Condominium Hotels Condominium hotels are similar to timeshare hotels, expect that condominium hotels have a single owner instead of multiple owners sharing a hotel. In a condominium hotel, the owner informs the management company when they would occupy the unit. The management company is free to rent the unit for the remainder of the year, and this revenue goes to the owner. The owner generally pays a monthly or annual maintenance fee to the management company that takes care of the premises, including landscaping, cleaning of common areas, water, and power supply etc. Alternative of Hotels Accommodation Alternative accommodation can be simply defined as ‘all those types of accommodation that are available outside the formal or organized accommodation sector’. These establishments provide bed and breakfast and some basic services required by the guest at a reasonable price. An alternative accommodation, thus, providing sleeping space and modest food for its users. There are certain properties that cater to the needs of a large group. The lodging houses constructed for the welfares of common travellers, such as saris, dharmshalas, dak bungalows, circuits, houses, inspection bungalows, lodges, youth hostels, yatriniwas, and forest lodges are the example of alternative accommodation. Sarai/Dharmshala These lodging properties are mostly found at popular pilgrimage places. They are generally constructed by welfare trusts, social organizations, or even the state, and provide basic security and sleeping facilities for a nominal fee. Dak Bungalow/Circuit House These accommodations are situated in remote areas and at scenic locales. All these properties have an ageless charm and an old-world style of hospitality as well as special cuisine, which forms a part of the attraction, apart from the low traffic. Often these are the only lodging properties in remote areas. Lodge/Boarding House 56 CU IDOL SELF LEARNING MATERIAL (SLM)
Lodges are modest hotels situated away from the centre of the city or located at a remote destination. These are self-sufficient establishments that offer standard facilities, such as clean and comfortable rooms, food and beverage (F&B) services. Boarding houses are establishments that usually provide accommodation and meal at a specified period of time, such as weekends, or for a specified time of stay. Youth Hostel The youth, from rural as well as urban areas, travel for various reasons, such as education, adventure, and recreation. Youth hostels were established to cater to the youth on the move, who couldn’t afford steep hotel rents. A youth hostel generally provides low-cost dormitory accommodation with common bathing and cafeteria facilities. They may also provide kitchens for self-catering. Yatri Niwas A yatriniwas provides low cost, self-service accommodation to domestic tourists in cities. The emphasis is on modest comfort and affordability. These are generally frequented by people during brief stopovers while traveling between places, or by families with modest budgets. 2.9.1 These properties are located at historical, cultural, and natural sites. Camping Grounds/Tourist Camps Camping grounds are normally located within cities in open space. They provide parking spaces along with the water, electricity, and toilets. Camps must follow certain regulation regarding the quality of services and cost and are set up by municipalities. Railway/Airport Retiring Rooms A retiring room is for the convenience of the transit travellers. These are situated at a major railway station and domestic and international airports. They provide resting rooms are available at reasonable rates and are often air-conditioned. Booking for the same is made through the station superintendent or the airport manager. They are equipped with clean sanitation facilities and may include F&B facilities at a cost. Paying Guest Accommodation A paying guest (PG) accommodation is a non-institutional accommodation offered by individual households at various destinations. Besides tourist haven like Goa, this kind of accommodation is becoming popular in large metropolitan cities among outstation students and the employed youth migrants from other towns. 57 CU IDOL SELF LEARNING MATERIAL (SLM)
Guests normally pay for accommodation, while the rules for F&B services may differ from host to host. 2.9.2 Hotel Traffic Plans The various traffic patterns followed by hotels have come to be identified with the area where such patterns originated. Hotels charge their guest according to European, Continental, American, Bed and Breakfast meal plans, etc. We shall briefly discuss these plans. These are followed as: European Plan The tariff consists of room rate only. All other expenses would be paid by the guest as per the actual use of consumption. Continental Plan The room tariff includes continental breakfast, along with the room rent. Continental breakfast includes a choice of fresh or canned juices; bread like the croissant, toast, brioche, etc. with butter or preserves like jam, jellies, and marmalade; beverage like tea or coffee, with or without milk. American Plan It is also known as en-pension or full board. The tariff includes all meals (breakfast, lunch, and dinner) along with the room rent. The menu for the food and beverage is fixed. Modified American Plan It is also known as demi-pension or half board. The tariff consists of breakfast and one major meal (lunch or dinner) along with the room rent. Bed & Breakfast (B&B) or Bermuda Plan The room traffic includes American breakfast along with room rent. American breakfast includes most or all of the following: two eggs (fried or poached), sliced bacon or sausage, sliced bread or toast with jam/jelly/butter, pancakes with syrup, cornflakes or other cereal, coffee/tea, and orange/grapefruit juice. 2.9.3 Types of Hotel Guest Rooms A hotel sells a combination of accommodation, food, drinks, and other services and facilities to its guests. The main accommodation product is the room, which is among the principal source for the hotel. Other facilities and benefits such as ambiance, décor, in-room amenities, and security, are the add-on that plays a significant role in the pricing of the services. 58 CU IDOL SELF LEARNING MATERIAL (SLM)
In order to suit the profile and pocket of various guests, hotels offer different types of rooms that cater to the specific need of guests. The rooms may be categorized on the basis of the room size, layout, view, interior decoration, and services offered. The various types of rooms offered by a hotel are as follows: Single Room A single room has one single bed for single occupancy. An additional bed (called extra bed) may be added to this room on the request of a guest and charged accordingly. The size of the bed is normal 3 feet by 6 feet. However, the concept of single rooms is vanishing nowadays. Mostly, hotels have twin or double rooms and charge for the single room, if occupied by one person. Twin Room A twin room has two single beds for double occupancy. An extra bed may be added to this room on the request of the guest and charged accordingly. The bed size is normally 3 feet by 6 feet. These rooms are suitable for sharing accommodation among a group or delegates meeting. Double Room A double room has one double bed for double occupancy. An extra bed may be added to this room on the request of a guest and charged accordingly. The size of the double bed is generally 4.5 feet by 6 feet. Triple Room A triple room has three separate single beds and can be occupied by three guests. This type of room is suitable for groups and delegates of meetings and conferences. Quad Room A quad room has four separate single beds and can accommodate four persons together in the same room. Hollywood Twin Room A Hollywood twin room has two single beds with a common headboard. This type of room is generally occupied by two guests. Double-Double Room A double-double room has two double beds and normally preferred by a family or group as it can accommodate four persons together. King Room A king room has a king-size bed. The size of the bed is 6 feet by 6 feet. An extra bed may be added to this room on the request of a guest and charged accordingly. 59 CU IDOL SELF LEARNING MATERIAL (SLM)
Queen Room A queen room has a queen-size bed. The size of the bed is 5 feet by 6 feet. An extra bed may be added to this room on the request of a guest and charged accordingly. Interconnecting Room Interconnected rooms have a common wall and a door that connects the two rooms. This allows guests to access any of the two rooms without passing through a public area. This type of room is ideal for families and crew members. Adjoining Room Adjoining rooms share a wall with another hotel room but are not connected by the doors. For e.g., Room no. 201 and 202, 203, and 204, 205 are adjoining as each pair of rooms shares a common wall. Adjacent Room An adjacent room is very close to another room but does not share a common wall with it. Parlour Room A parlour room has a living room without a bed and may have a sofa and chairs for sitting. It is generally not used as a bedroom. Studio Room A studio room has a bed and a sofa-cum-bed and is generally used as a living room. Cabana A cabana is situated away from the main hotel building, in the vicinity of a swimming pool or sea beach. It may not have beds and is generally used as a changing room and not as a bedroom. Suite A suite comprises more than one room; occasionally, it can also be a single large room with clearly defined sleeping and sitting areas. The décor of such units is of very high standards, aimed to please the affluent guest who can afford the high traffic of the room category. Duplex A duplex suite comprises two rooms situated on different floors, which are connected by an internal staircase. This suite is generally used by business guests who wish to use the lower level as an office and meeting place and the upper-level room as a bedroom. This type of room is quite expensive. Efficiency Room 60 CU IDOL SELF LEARNING MATERIAL (SLM)
An efficiency room has an attached kitchen and bathroom for guests preferring a longer duration of stay. Generally, this type of room is found on holiday and health resorts where the guest stays for a longer time. Hospitality Room A hospitality room is designed for hotel guests who would want to entertain their own guests outside their allotted rooms. Such rooms are generally charged on an hourly basis. Penthouse A penthouse is generally located on the topmost floor of hotels and has an attached open terrace or open sky space. It has very opulent décor and furnishings and is among the costliest rooms in the hotels, preferred by celebrities and major political personalities. Lanai A lanai has a veranda or roofed patio and is often furnished and used as a living room. It generally has a view of a garden or sea beach. 2.10 SUMMARY Accommodation occupies important part of tourism. Travellers used to stay in a large hall, Privacy and Personal sanitation were non - existent. Resort is a place which provide food, drink, lodging, sport and shopping. Motels are often individually owned. Home stay visitors share a residence with a local of the city to where they are travelling. Special types of Accommodation hostels, capsule type hotels etc. Hotels provide additional service such as Restaurants, spa, Conference hall etc. There are approximately 10,000 hostels in Europe and around 300 hostels in America. 2.11 KEYWORD Capsule Hotel: A capsule hotel, also known in the Western world as a pod hotel, is a type of hotel developed in Japan that features many small bed-sized rooms known as capsules. Adjoining rooms: two hotel rooms with a door in the centre is called as adjoining rooms. Queen size bed: bed with plenty of space for two people (bigger than a double). Bed and Breakfast: a home that offers a place to stay and a place to eat. 61 CU IDOL SELF LEARNING MATERIAL (SLM)
Havelis: A haveli is a traditional townhouse, mansion, manor house, palace or fort in the Indian subcontinent, usually one with historical and architectural significance. 2.12 LEARNING ACTIVITIES 1. Make a list of hotels, the facilities, tariffs, food provide by them, around your locality and compare with any tourist destination hotels. ___________________________________________________________________________ _____________________________________________________________________ 2.13 UNIT END QUESTIONS A. Descriptive Questions Short Questions 1. Write a short note about Resorts. 2. Explain about Golden era of Travel? 3. What is homestay? 4. What is Accommodations? 5. What are the benefits of Capsule Hotels? Long Questions 1. Explain in detail different types of Accommodation? 2. Explain special types of hotels? 3. Explain the standard classification of Hotels? 4. What are hotels based on Location? 5. What are Client Based Hotels? B. Multiple choice Questions: 1. Increase in automobile travel in 1950 led to the rise of -------- a. Motel b. Hotel c. Homestay d. Resort 2. ---------& ------- is a small lodging that offers overnight accommodation a. Hotel &Motel b. Bread and Butter 62 CU IDOL SELF LEARNING MATERIAL (SLM)
c. Bed and jam d. Bed and Breakfast 3. -------------- offers highest level of personalized service to the guest. a. Capsule Hotel b. Suite Hotel c. Resort d. Vacation 4. The first capsule hotel opened in the year a. 1969 b. 1950 c. 1979 d. 1959 5. ------- is a Hotel situated in a natural location. a. Hotel b. Hostel c. Homestay d. Resort. Answer 1-a, 2-d, 3-b, 4-c, 5-d 2.14 REFERENCE Reference books Bhatnagar, S.K., Front Office Management, Frank Bros, India, 2109 Global Tourism and Hospitality by Andrews. Managing Front Office Operations – Michael L Kasarana& Richard Brooks. Introduction to Hospitality - I & II – Dennis Foster Textbooks Introduction to Hospitality Management, Walker, Fourth Edition (2112). Pearson ISBN: 978-0-13-295994-0. Enz, Canina and Walsh (2101). Hotel Industry Averages: An Inaccurate Tool for Measuring Performance. The Cornell Hotel and Restaurant Administration Quarterly. 63 CU IDOL SELF LEARNING MATERIAL (SLM)
UNIT 3: STRUCTURE OF ACCOMMODATION UNIT STRUCTURE 3.0 Learning Objectives 3.1 Introduction 3.2 Front Office 3.2.1 Organization structure of Front Office 3.3 House keeping 3.4 Food Production and Service Department 3.4.1 Other specialized divisions 3.5 Summary 3.6 Keywords 3.7 Learning Activity 3.8 Unit End Questions 3.9 References 3.0 LEARNING OBJECTIVES After learning this unit, the student will be able to Explain the various department of accommodation unit. Identify the structure of front Office. Recognize the importance of House Keeping in Hotels. Describe the features of Indian economy. 3.1 INTRODUCTION 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 is easy to understand. 64 CU IDOL SELF LEARNING MATERIAL (SLM)
Fig 3.1 Hotel organizational structure Objectives 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. 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 65 CU IDOL SELF LEARNING MATERIAL (SLM)
hotel ledger. The Marketing department is given the responsibility of selling ad space in hotels and running promotions. Fig 3.2 Reception 3.2 FRONT OFFICE The guest is the most important person for the hotel. A guest’s stay at the hotel determines the flow of business within the hotel which can be described in the form of a cycle. The guest cycle suggests a systematic approach to managing front office operations. The four stages of the guest cycle are as follows. The front office is the part of a company that comes in contact with clients, such as the marketing, sales, and service departments. The term has more specific meanings in hotels, investment banking, and sports Front is a very important department in the hotel, making direct contact with guests. The main function of this department is Reservation, Guest service, Check-in, Check-out, Telephone, Finance & Cashiering, Foreign Exchange, Room Assignment, Inquiry etc. The Front Office is also called the nerve centre of a hotel. It can be defined as a front of the housing department located around the foyer and the lobby area of a hospitality property. As this department is located around the foyer area of the hotel and is visible to the guests, patrons and visitors, they are collectively called “Front Office”. Should guests have any problems or require appreciating or comment, they would normally go directly to the Front Office, because it is convenient to contact and converse with other departments. Therefore, this department is the direct delegate to link the work and report the consequence to other departments. This department is one of the major operational and revenue-producing departments of the hotel which generates two-thirds of the revenue earned by a hotel from the sale of the guest rooms. It involves in providing valuable services to the 66 CU IDOL SELF LEARNING MATERIAL (SLM)
guests during the entire guest cycle consisting of Pre-arrival, Arrival, Occupancy and Departure. Importance of Front Office: Traditional Front Office functions include reservation, registration, room and rate assignment, guest services, room status, maintenance and settlement of the guest account, and creation of guest history records. The Front Office develops and maintains a comprehensive database of guest information, coordinates guest services, and ensures guest satisfaction. These functions are accomplished by personal in diverse areas of Front Office Department. The front office is also known as the face of the hotel. It is the first guest contact area and also the nerve centre of the hotel. All the activities and areas of the front office are geared towards supporting guest transaction and services. The operational function of the Front Office Department: Guest Registration Finance and Foreign Inquiry Exchange Guest Service Telephone Bell Desk and Concierge Guest History and Reservation records Guest Database Updates Room Status Fig 3.3 function of the Front Office Department 67 CU IDOL SELF LEARNING MATERIAL (SLM)
Guest Registration: Does all guest registration-related activities like Check-in, room assignment, welcoming, room rate etc. Guest Service: Fulfils any Guest Services related activities. Guest History and records: Creates and maintains a guest profile, history, likes and dislikes, collect feedback etc. Guest Database: Develops & maintains a Comprehensive Database of Guest Information. Updates Room Status: responsible to update the correct room status like CI, CO, DNCO, DND etc. Reservation: This section is responsible in registering the room reservation from various sources, with recordings, filing of reservation records, and revise on the appropriate time to make sure that these guests would have their rooms upon entering the hotel. Postage and Parcels: This section is to facilitate guests pertaining to the posting of letters, telegrams, and parcels. Telephone: This section is to facilitate guests pertaining to the telephone both internally and externally, and to wake guests up in the morning upon request. Finance and Foreign Exchange: This section relates with the Accounting Department, through the collection from guests through their services, and also gives the foreign exchange service. Inquiry: This section is to answer questions and inquiries of guests. Therefore, this section would have to be alert with all the movements of the hotel. Bell Desk and Concierge: Provide all services related to Bell desk and Concierge. Challenges faced by front offices. The motivation of the front office staff might be low as they are doing repeated work. This is a very important issue as these staffs will get in touch with customers the most and this might affect the profitability and efficiency of the company. The staff might have high level of stress as they might always meet bad-tempered customers. They might get a lot of complaints as well, so it is hard for front office staff to maintain their good services. 68 CU IDOL SELF LEARNING MATERIAL (SLM)
3.2.1 Organization structure of Front Office In order to carry out its mission, goals and objectives, every company shall build a formal structure depicting different hierarchy of management, supervision, and employee (staff) levels. This very structure is referred to as a chart. Moreover, the organisation chart shows reporting relationships, the span of management, and staff/line functions. The organisation chart for the front office department differs as per the size of the hotel. Fig 3.4 Organization structure of Front Office 69 CU IDOL SELF LEARNING MATERIAL (SLM)
Front Office Duties and Responsibilities Greet clients and set a positive office atmosphere Answer the phone, take messages, and redirect calls to appropriate offices. Organize and maintain files and records, update when necessary Create and maintain updated documents and spreadsheets Oversee the sorting and distribution of incoming mail Prepare outgoing mail (envelopes, packages, etc.) Operate office equipment, such as photocopier, printers, etc. Organize bookkeeping and issue invoices/checks Record meeting minutes and dictations Perform inventory of office supplies and order what is needed Now let’s look at Duties & Responsibilities in detail of each person in the Front office department. Front Office Manager Time Management: One of the most important functions of the Front Office Manager is Time Management. The nature of the Front Office job is such that he is almost always crowded with various jobs and he often loses control over his time. He should be able to match the job needs to time available for effective and efficient performance. Time is a unique resource (24 hrs a day) and in highly perishable resources and its supply can’t be increased. For maximum utility, the manager should first understand how he is utilizing his time currently and then decide how he should spend his time. Further, he should be able to identify the wastage of time that he is doing currently He should then master his time wasters. After this, he should make a new plan of action and then make sure he follows that. He should be able to fix the priorities of the job. For proper analyses, he should keep a record of the time spent on tasks and daily/weekly time spent on them and for this, he should prepare a work distribution chart for each task. He should identify key result areas of his job for effective performance. Assess the desirable time against each activity and note in the work distribution chart. The activities showing a wide difference between actual, and desirable are possibly time problem areas of the manager. Further, he should understand that some of the timewasters are: Interruptions Meetings Crises Management Lack of objectives, priorities, and deadlines Personal disorganization, Ineffective delegation Indecision and procrastination Complicated procedure and 70 CU IDOL SELF LEARNING MATERIAL (SLM)
Commuting etc. The strategies for Time Management include and means 1. Increase your discretionary time 2. Be time conscious 3. Plan days’ work 4. Hold priority meetings 5. Have prime time for “A’ class jobs 6. Fragment workday 7. Do one job at one time 8. Say frank No if need be 9. Use time-saving equipment 10. Delegate work 11. Develop self 12. Keep diary etc. Further making a daily plan of action is important by outlining work for the next day at the end of each day. Listing all activities for the next day under the ABC category as per the urgency and importance of the job. List activities that should be carried out and timed at which they can be best done. It is important to make flexible plans to fit in emergencies. Next, follow the plan and at the same time review the plan from time to time for any changes and improvements. Here it is important to note that as per scientific deductions normally a person works only for 16 years and 8 months in a span of 70 years of age and hence time management is very important. In addition to this job description of a front office manager include the following Directs and coordinates the activities of the front office department. which includes room reservations, guest room assignments, mail, and information. Reports to the management ‘(either manager or executive assistant WW) and is, wholly responsible to him for the daily functions of the front office. Maintains and/or develops applicable operation procedures involving both convention and non-convention reservations, controlling of open and closed dates, availability and condition of rooms and suites, guest arrival patterns, control of keys, receipt, and flow of mail and messages to ensure efficient methods and liaison between department sections and shifts. Must understand the functions of and be able to cooperate with closely related departments such as front office cashiers, assistant manager. credit, sales, housekeeping, service, and inter-hotel reservations. Meets with executive management and supervisors from these and other departments at regular intervals to plan and coordinate hotel housing activity. Works closely with various convention group secretaries to aid their planning of arrival and guest housing. 71 CU IDOL SELF LEARNING MATERIAL (SLM)
Meets with individual guests or convention group representatives on problems of room assignment, price, and location. Prepares reports to the management and other supervision relative to anticipated rooms occupancy, reservation pattern, expected check-in, and out. Responsible, along with the personnel department, for the employment and training of staff. Aids and promotes in carrying out hotel-employee relation policies such as courtesy program, work performance records, vacations, etc. Assistant Front Office Manager Assists front office manager in supervising and coordinating the day-to-day operations of the front office staff and resolves internal problems. Co-ordinates staffing of mail and information and reservation clerks with their supervisors. Arranges schedules of room salespeople. Liaises with the sales department for present and future convention and group bookings. Corresponds with future guests and blocks suites and special requests for large conventions. Deals with problems arising from guest complaints and reservation and room assignment activities. Interviews and hires applicants. Responsible also for any miscellaneous duties assigned by the front office manager. Assumes the responsibilities of the front office manager upon his absence. Reservation Manager/Assistant Manager Reservation Supervises and answers inquiries of reservations agents. Arranges schedules of reservations agents. Maintains close liaison with secretaries of major companies that do business with the hotel. Frequently called upon to entertain these secretaries. Types and processes reservation requests received by phone, telegraph, a letter at Is responsible for accurate and effective handling of reservation tally sheet. Advises and informs the front office manager or assistant on the duty of a significant increase or decrease of reservation tally, which could affect the hotel’s open or close status. Types and files reservation slips. Types of confirmation slips. Trains new agents in all aspects of the above. Supervises and coordinates activities of filing clerks. 72 CU IDOL SELF LEARNING MATERIAL (SLM)
Opens and routes all mail addressed to the front office. Timestamps all correspondence. Marks mail to emphasize important points for reservation typist. Keeps a record of all reservations and makes a monthly room nights report; in addition, prepares a half-year report of all accounts and their respective production. Lobby Manager Schedules the duty roster and determines justification for manpower strength. Handles guest complaints and ensures that the front office has good relations with all departments. Coordinates with various departments for effective guest handling. Co-ordinates with the front office (reception and information) to facilitate rooming and departure of guests and front office cash (to allow credits). Does liaison between the travel counter, airlines regarding arrival and departure of flights. Takes constant rounds at night of all operating areas to ensure smooth functioning. Passes credit bills in the absence of assistant front office manager. Trains all staff under him, and trainees as well. Co-ordinates with the security and ensures that no unwanted happening takes place in the hotel. Attends general manager’s meetings. Completely responsible for all going-on in the lobby, and operating public areas and rooms at night as well. Front Office Assistants Reservation Assistants Courteously and promptly handle all reservations on phone, by mail, telex cable, and computer, etc. Up-date the reservation register/records in order to have an updated inventory of room availability. (Receive and store information). Type out advance reservation slips and maintains reservation racks and correspondence tiles and in case of computers update information in computers. Carry out amendments and cancellations intelligently and accurately. Keep the availability status chart updated. Display reservation position on “Flash Board”. Check on reservation stationery and keep a satisfactory par stock if the same. Reception/ Registration Assistants 73 CU IDOL SELF LEARNING MATERIAL (SLM)
The friendly welcome given by the receptionist to a guest changes an impersonal hotel building into a friendly and homely place and his unfriendly. hostile and indifferent attitude may convert the guest’s experience into an unpleasant and uncomfortable stay. If the front office is the hub of the hotel, then the receptionist is aptly called the person who keeps this hotel world moving. Be informed on daily room status. Have detailed information regarding arrivals, their room requirements, and expected departures of the day. Check-up VIP’ s reservations and issue VIP amenities, a voucher for fruits and flower beverages, etc. and any other special requests. Prepares all records connected with pre-registration for VIP, invalids and old people Handle group/crew registration as per laid down procedures as well as FIT. Maintain a satisfactory part of all registration of stationery. Room all arrivals using arrival errand cards. Constantly update room rack/information rack. Type out permanent arrival slip after registering guests and slot in racks. Open out guest folio without delay and transmit it to the front office cashier himself or send the GR. card to cashier for opening the guest folio. Maintain room fates absolutely current and up to date. Prepare room discrepancy report and ensure a double-check through lobby attendant Work closely with information assistants. Give all departure rooms to housekeeping promptly. Take all cleared rooms promptly from housekeeping. Take room reports/occupancy statistics and maintain an inventory of rooms. Receive and greet the guest. The friendly welcome given by the receptionist to a guest changes an impersonal hotel building into a friendly and homely place, while his unfriendly, hostile and indifferent attitude may convert the guest experience into an unpleasant and uncomfortable stay. If Front Office is the ‘Hub’ of the hotel then the receptionist can be aptly called the person who keeps the hotel world moving. Sell higher priced rooms and other hotel facilities through trained salesmanship and assign rooms. Help room service and telephone departmentally to racks. Handle scanty baggage diligently. Know colour codes used in reception. Know room history, namely location, kind, rate, theme, if any, and the view each room commands. Set up and posts the guest accounts in small hotels. Deal with cash, credit cards, and checkouts and perform cashiers’ function in a small hotel. Provide safekeeping for guest valuables. Deal with complaints and emergencies. 74 CU IDOL SELF LEARNING MATERIAL (SLM)
Information Assistants Distribute room keys to registered guests in the hotel when the arrival errand card is presented. Answer incoming calls for guests and report all messages. Handle all guest mail, information, parcels, telegrams as per laid down procedures Answer queries on house facilities and places of tourist interest. Keep information aids like timetable, road maps, hotel guide, etc. Help in paying guests. Receive and give information. Maintain log for guest and staff information. Maintain guest racks alphabetically. Sell hotel facilities through trained salesmanship. Sign departure errand cards in acknowledgment of receipt of room key from a departing guest. Report keys not retrieved or lost to the front office manager at once. Maintain close contacts with housekeeping, engineering, lobby, food and beverages, and other coordinating departments. Job Qualifications for above-mentioned positions Minimum Educational Qualification: Graduation/high school with preferably a craft course in reception and book-keeping/hotel graduates. Experience Required: Nil, at the time of entry. One month’s departmental training. Night Manager Supervises the operation of the hotel through the night. Represents management when decisions must be made during these hours. Answer’s inquiries concerning hotel services and facilities and deals with complaints. Maintains the reputation of the hotel by refusing or ejecting undesirables. Assists cashiers with questions of credibility. Dispatches security officers to investigate disturbance or investigates himself. Receives articles and maintains a ledger of articles turned-in for the Lost and Found Department. Maintains logbook noting unusual occurrences. Check’s function board for accuracy. Keeps a close watch on night clerks. Night Clerk 75 CU IDOL SELF LEARNING MATERIAL (SLM)
Registers and assigns room to guests. Gives and receives keys-maintaining a “key control”. Answer’s inquiries over the telephone and in-person pertaining to hotel services and registration of guests. Arranges for room changes as necessary. Makes and confirms reservations received in person, over the phone, or over teletype machine. Balances room revenue with night auditor. Completes numerous reports for management analysis through the following procedures. Prepares night clerks summary, three days, seven days, or fifteen days forecast, and VIP list. Verifies guest origin and source of business on previous day check-out cards. Completes reports on the geographical surveys. Checks the room racks against the information board (Concierge) and telephone operator’s board for omissions and sleepers. Bell Captain Job Summary -To organize, supervise, and control all lobby services to guest satisfaction in a shift. Job Specification Supervise the lobby attendants. Control their movement and activities on the lobby attendants control sheet. Take attendance and prepare staff schedules to meet exigencies of work. Advise the assistant manager-lobby periodically on the performance of lobby attendants, and at times provides information to the guest. Attend to guest complaints and handle telephone calls in the absence of assistant manager-lobby. Handle left luggage formalities and maintain the baggage checkroom. Train lobby attendants to maximize departmental efficiency. Organize and supervise check-in/out baggage formalities of groups, crews, etc. Control the sale of postage stamps and stationery to guests. Maintain a record of all guests with “scanty baggage” and inform assistant manager lobby and front office. Assist security in lobby surveillance. Conduct daily briefing of lobby attendants. Co-ordinate and control the distribution of morning newspapers. Supervise the storage of essential medicine prescribed by the house doctor and be accountable for the issues made. Keep lobby clean at all times. Keep baggage neatly and orderly at the specified places. 76 CU IDOL SELF LEARNING MATERIAL (SLM)
Bell Boy and Night Porter The night porter will specifically take care of the cleaning of walls, carpets, furniture, etc and may also take charge of some snacks and hot and cold beverages service in a small hotel to make sure that the doors, windows, etc. are closed at a specific time and also make a note of all the midnight and early morning departure rooms so that properly their luggage may be handed. Job Summary To execute porter and other lobby services as determined by the management during the day and night shift. Job Performed Report to bell captain. Handle guest arrival. Take the baggage from the car in the porch/gate to the room. Escort the guest to the room on arrival. Place the baggage in the room, on the luggage rack. Explain the operation and control of light switches/air-conditioning etc. to the guests and switch them on. Handle departure of the guest (through use of departure errand card). Under instructions from bell captain bring the baggage down from the room on departure. Check the room to ensure that the guest has left no articles in the room by mistake. Switch off all lights and air-conditioning. Obtain clearance from the front office cashier on the errand card regarding the bill i.e., paid/signed by the guest. Ensure the collection of keys from guests at the time of check out and obtain clearance from the information section. Check for mail, messages for departure guests and, if available, collect and give mail or messages to departing guests. Take the baggage and place it in the car at the porch/gate. Handle errands requested by guests and front office staff. Track/keep eye on unwanted guests in the hotel. Attend the instructions of the supervisor. Handle baggage of guests when they are shifting to another room. Distribute newspapers to guest rooms and selected offices. Keep the lobby area clean and clear to ensure smooth traffic flow. Page Boy 77 CU IDOL SELF LEARNING MATERIAL (SLM)
Job Summary – Welcomes guests, opens/ closes the front entrance doors. Assists guests in elevators. Key Responsibilities – Stations himself at the side of the main door along with the doorman; opens and closes lobby door for guests and assists them. Pages guests in the lobby. Performs any other duties as may be assigned, usually all duties of bell boy or porter. Minimum Requirements – Ability to communicate in English. Pleasing personality. Concierge It is a French word and as per dictionary, the word means doorkeeper-porter. The word also refers to hospitality. In some hotels in India, it is used in a broader sense and refers to a person who has a desk called ‘The desk of concierge’ which is in the lobby of the hotel. It is an extended arm of ‘Information counter’ and provides all that information when longer interaction with a guest is needed, such as planning itinerary, etc. The concierge may also handle room keys and does paging of guests Calls guests (after they have been roomed) to ask whether they require any immediate service. Job Specification The concierge can be called as a ‘Man-about-town or ‘Mister-know-it-all’. Unusually resourceful and knowledgeable about the hotel and the surrounding. It should be equipped with brochures, travel facilities information, sightseeing. shopping and other such things for providing assistance to the guest. He is required to make airlines booking, taxi booking and planning of itineraries etc. for guests and offers accurate and informative facts and opinions to the guests . Serves as guest’s liaison with hotel and non-hotel services. Provides a personal approach to guest services Takes charge of all packet/ tickets for guests and ensures follow up. Prepares daily summary reports and checks daily mom position of suites. Introduces and sells all hotel services and facilities to the guests. Reviews and follow up any incidents and complaints of guests and coordinates with guest services manager. Coordinates with airlines and reconfirms the departure details of the ‘crews’ and arranges for transport for them. Arranges for hotel doctor as and when required Maintains an up to date “LOGBOOK “ Arranges welcome drinks for all arriving groups and ensures that these drinks are served promptly. To have a complete understanding of policies and procedures relating to fire, hygiene, health, and safety. 78 CU IDOL SELF LEARNING MATERIAL (SLM)
To have a complete understanding of the hotel employee’s handbook and adhere to regulations contained within the book. Doorman/Commissionaire/Link Man/Carriage Attendant Job Summary. To greet guests upon arrival and welcome them. To bid farewell upon departure and thank all the guests. His place of duty is outside the main entrance of the hotel. Responsibilities First staff to greet the guest in a hotel. Calls taxis for guests and flags down the meter to ensure maximum guest satisfaction. Opens doors of arrival cars and taxis and greets and welcomes guests with a smile. Brings umbrella if needed. Checks baggage before the car or taxi leaves. Ensures smooth traffic flow in the porch and ensures that the porch is always clear. Provides other information about the hotel and city. No information should be given unless appropriate and correct. Calls for cars parked in the basement. Keeps the keys of incoming guest car orderly. Check’s taxis to ensure that the guest has not left any belongings. Should know driving to assist the guest in case of an emergency. Performs any other duties as may be assigned. Responsible for the cleanliness and orderliness of the front area of the hotel and around it. Checks the luggage out pass before allowing the bell boy to load the luggage in a car or taxi at the time of departure and maintains a car register. Guest service executive Responsible for guest services such as hell desk, concierge desk and guest transportation and ensures the smooth running of these areas. Key responsibilities Prepares duty schedules for the above area staff and supervises their routine and special work. Keeps information folder updated and keeps the GR. cards and room keys of pre- registered guests ready. It also looks after the training program for new staff. Handles complaints. Keeps an eye on the tidiness of the lobby area. Prepares daily summary reports 79 CU IDOL SELF LEARNING MATERIAL (SLM)
and circulates them to EAM, and F .O.M., etc. Ensures that amenities are sent in time to the VIP rooms prior to their arrival. Meets and escorts VIP to their room at check-in. Crew coordinator Responsible for keeping the crew lounge clean and ensures that all services are planned, and he is in constant touch with the crew to answer their queries Helps them to arrange sightseeing, tours, and shopping for crew and group members and handles their complaints and suggestions. Ensures their ‘Wakeup call’ are given on time. It also ensures that the ‘crew rooms’ are blocked before their arrival and am ready on time. Keeps liaison with crew members. He is responsible for the necessary equipment in the crew lounge. Challenges faced by front offices. The motivation of the front office staff might be low as they are doing repeated work. This is a very important issue as these staffs will get in touch with customers the most and this might affect the profitability and efficiency of the company. The staff might have high level of stress as they might always meet bad-tempered customers. They might get a lot of complaints as well, so it is hard for front office staff to maintain their good services. In order to carry out its mission, goals and objectives, every company shall build a formal structure depicting different hierarchy of management, supervision, and employee (staff) levels. This very structure is referred to as a chart. Moreover, the organisation chart shows reporting relationships, the span of management, and staff/line functions. The organisation chart for the front office department differs as per the size of the hotel. 80 CU IDOL SELF LEARNING MATERIAL (SLM)
Fig 3.5 Crew coordinator 3.3 HOUSE KEEPING DEPARTMENT 81 CU IDOL SELF LEARNING MATERIAL (SLM)
Fig 3.6 Crew coordinator Introduction The Housekeeping department takes pride in keeping the hotel clean and comfortable, so as to create a ‘Home away from home’. The aim of all accommodation establishment is to provide their customers with clean, attractive, comfortable and welcoming surrounding that offer value for money. Nothing sends a stronger message than cleanliness in a hospitality operation. No level of service, friendliness or glamour can equal the sensation a guest has upon entering a spotless, tidy and conveniently arranged room. Both management and guest consider the keeping of the place clean and in a good order a necessity for a hotel to command a fair price and get repeat business. Housekeeping may be defined as the provision of a clean, comfortable and safe environment, it’s not confined to the housekeeping department as every member of staff in the establishment should be concerned with the provision of these facilities in their own department, e.g., the chef ‘housekeepers’ in the kitchen, the restaurant manager or head waiter ‘housekeepers’ in the restaurant, and the general manager has overall responsibility. In any establishment there are three department particularly concerned with accommodation: 1. The reception department, whose staff sell and allocate the rooms. 2. The housekeeping department, whose staff plan, provide and service the rooms. 3. The maintenance department, whose staff provide adequate hot and cold water, sanitation, heating, lighting and ventilation as well as maintaining and repairing individual articles and area within the room’s operation. Definition - A housekeeper is a person employed to manage a household and the domestic staff. According to the 1861 Victorian era Mrs Beeton's Book of Household Management, the housekeeper is second in command in the house and \"except in large establishments, where 82 CU IDOL SELF LEARNING MATERIAL (SLM)
there is a house steward, the housekeeper must consider his/herself as the immediate representative of her mistress\". House cleaning Fig 3.7 House cleaning Housekeeping includes house cleaning, that is, disposing of rubbish, cleaning dirty surfaces, dusting and vacuuming. It may also involve some outdoor chores, such as removing leaves from rain gutters, washing windows and sweeping doormats. The term housecleaning is often used also figuratively in politics and business, for the removal of unwanted personnel, methods or policies in an effort at reform or improvement. Housecleaning is done to make the home look and smell better and to make it safer and easier to live in. Without housecleaning, lime scale can build up on taps, mild grows in wet areas, smudges appear on glass surfaces, dust forms on surfaces, bacterial action makes the garbage disposal and toilet smell and cobwebs accumulate. Tools used in housecleaning include vacuums, brooms, mops and sponges, together with cleaning products such as detergents, disinfectants and bleach. Removal of litter 83 CU IDOL SELF LEARNING MATERIAL (SLM)
Fig 3.8 Removal of litter Disposal of rubbish is an important aspect of house cleaning. Plastic bags are designed and manufactured specifically for the collection of litter. Many are sized to fit common waste baskets and trash cans. Paper bags are made to carry aluminium cans, glass jars and other things, although most people use plastic bins for glass since it could break and tear through the bag. Recycling of some kinds of litter is possible. Dusting Fig 3.9 Dusting Over time dust accumulates on household surfaces. As well as making the surfaces dirty, when dust is disturbed, it can become suspended in the air, causing sneezing and breathing trouble. It can also transfer from furniture to clothing, making it unclean. Various tools have been invented for dust removal: feather dusters, cotton and polyester dust cloths, furniture spray, disposable paper \"dust cloths\", dust mops for smooth floors and vacuum cleaners. 84 CU IDOL SELF LEARNING MATERIAL (SLM)
Vacuum cleaners often have a variety of tools to enable them to remove dirt not just from carpets and rugs, but also from hard surfaces and upholstery. Dusting is very important in hospital environments. Removal of dirt Examples of dirt or \"soil\" are detritus and common spills and stains in the home. Equipment used with a cleaner might include a bucket and sponge or a rag. A modern tool is the spray bottle, but the principle is the same. Many household chemicals are using in cleaning, scrubbing, and washing surfaces in the kitchen and bathroom. Tools Fig 3.10 Tools Brooms remove debris from floors and dustpans carry dust and debris swept into them, buckets hold cleaning and rinsing solutions, vacuum cleaners and carpet sweepers remove surface dust and debris, chamois leather and squeegees are used for window-cleaning, and mops are used for washing floors. To ensure safety, protective apparel including rubber gloves, face covers, and protective eyewear are also sometimes used when dealing with chemical cleaning products. Yard A home's yard and exterior are sometimes subject to cleaning. Exterior cleaning also occurs for safety, upkeep and usefulness. It includes removal of paper litter and grass growing in sidewalk cracks. Housekeeping Staffing Calculation Compared to other hotel departments, the housekeeping department employs the largest workforce in most hotels. Manpower thus becomes a major operating expense. Good management of the housekeeping department depends on achieving a balance between the workload and the staff strength. 85 CU IDOL SELF LEARNING MATERIAL (SLM)
When calculating staff strength, it must be remembered that each property will have its individual requirements. The factors to be considered here are the type of hotel, location of the hotel, traditions and customs of the locality, the size of the hotel (in terms of the number of rooms), the occupancy rate of the hotel, management needs and policies, the quantity of work to be done per room, the quality of work expected, the standards to be met the time needed to do the work, the frequency with which the work needs to be done etc. The staff strength of the housekeeping department mainly depends on the size and structure of the hotel, that is, whether it has a compact structure with clusters of rooms, the number of rooms per cluster or floor, the expanse of the public areas and landscaped areas, and so on. The general rule of thumb that aid in determining staff strength in the housekeeping department is given below. Standard Rules for determining Housekeeping staff strength: Executive housekeeper: 1 for a 300-room property Secretary to the Executive Housekeeper: 1 normally only in a very large full-service hotel. Assistant housekeepers: 2 (1 per morning and evening shift) Floor supervisors: 1 per 60 rooms for the morning shift; 1 for the evening shift; 1 for the night shift. Public area supervisors: 1 for each shift Linen/Uniform room supervisors: 1 for each shift Room attendants: 1 per 16 rooms for the morning shift; 1 per 30 rooms for the evening shift (if turn down service is provided) Linen and uniform room attendants: 2 Housemen: depends on the size of public areas and functions expected, but on average, 1 per 60 rooms Desk attendants: 1 per shift Tailors/upholsterers: 2 (may differ depending on the size of the hotel) Horticulturist: 1 or more depending upon the size of the hotel. Head gardeners: 1 per 20 horticulturists Gardeners: 1 per 4500 sq. ft of landscaped area 3.4 FOOD PRODUCTION AND SERVICE DEPARTMENT 86 CU IDOL SELF LEARNING MATERIAL (SLM)
Fig 3.11 Food Production and Service Department Food production, as the name suggests, is all about preparing food, in which raw materials are converted into ready-made food products for human use either in the home or in the food processing industries. Its process comprises scientific approaches. Food production has many sections, and it starts with basic things like cleaning, packing, segregating, sorting, preparing, adding ingredients in correct proportions, presenting, etc. Let us explore food production notes to learn how the food is produced and what are the methods involved in the production of food. How Is Food Produced? There are large numbers of plant and animal products, which are used for our well- being. They provide us with food, which comes from both plants and animals. These include grains, pulses, spices, honey, nuts, cereals, milk, vegetables, fruits, egg, meat, chicken, etc. The existence of our life is completely depended on plants and animals. Altogether, plant and animal species provide 90% of global energy. Types of Food Production Food production is further classified into different types including, 87 CU IDOL SELF LEARNING MATERIAL (SLM)
Cultivation Selection Crop management Harvesting Crop production Fig 3.12 Types of Food Production Preserving, baking, pasteurizing, pudding, carving, butchering, fermenting, pickling, drink and candy making, restaurants, etc. Methods of Food Production Chopping or slicing of vegetables. Curing food. Grinding and marinating. Emulsification. Food fermentation. Fermenting beer at brewing industries. Boiling, broiling, frying, grilling, steaming and mixing. Pasteurization. Fruit juice processing. Removing the outer layers either by peeling and skinning. Gasification of soft drinks. Preserving and packaging of food products by vacuum packs. 3.4.1 Other specialized divisions Lounge area 88 CU IDOL SELF LEARNING MATERIAL (SLM)
Fig 3.13 Lounge area Lounge area is a room or area in a public place such as a hotel, airport, club, or bar, designated for people to sit, wait and relax. Lounge is the word used for explaining lazy, idle, sitting, etc. As, it says lounge is a place where we sit and relax for some time at our leisure hour or a place to wait. An airport lounge is a facility operated at many airports. Airport lounges offer, for selected passengers, comforts beyond those afforded in the airport terminal itself, such as more comfortable seating, quieter environments, and often better access to customer service representatives. Other accommodations may include private meeting rooms, telephones, wireless internet access and other business services, along with provisions to enhance passenger comfort, such as free drinks, snacks, magazines, and showers. The American Airlines Admirals Club was the first airport lounge when it opened at New York City's La Guardia Airport, in 1939. Then AA president C. R. Smith conceived it as a promotional tool. Restaurants 89 CU IDOL SELF LEARNING MATERIAL (SLM)
Fig 3.15 Restaurants A restaurant or an eatery is a business that prepares and serves food and drinks to customers. Meals are generally served and eaten on the premises, but many restaurants also offer take-out and food delivery services. Restaurants vary greatly in appearance and offerings, including a wide variety of cuisines and service models ranging from inexpensive fast food restaurants and cafeterias, to mid-priced family restaurants, to high-priced luxury establishments. In Western countries, most mid-to high-range restaurants serve alcoholic beverages such as beer and wine. Some restaurants serve all the major meals, such as breakfast, lunch, and dinner (e.g., major fast food chains, diners, hotel restaurants, and airport restaurants). Other restaurants may serve only a single meal (for example, a pancake house may only serve breakfast) or they may serve two meals (e.g., lunch and dinner). The restaurant industry bases its classification system on a number of variables, including: Menu style Preparation method Pricing Seating options Means by which the food is served to the customer. 1) Fine Dining Fine dining restaurants offer diners an upscale meal experience often comprising several courses (e.g., salad, appetizer, entree, dessert). These types of restaurants try to create a stylish atmosphere that speaks of elegance, exclusivity, and class. 90 CU IDOL SELF LEARNING MATERIAL (SLM)
Fine dining establishments can operate as a franchise for broader appeal or as a single location to increase their sophisticated image. 2) Casual Dining Casual dining types of restaurants usually share the following characteristics: Customers are served at their table. Food offerings are moderately priced. Atmosphere is low-key. Decor is often unique and based on the type of food served. As a general rule, casual dining restaurants fall between fine dining and fast casual on the “fancy” spectrum. 3) Fast Casual Fast casual restaurants cater to customers who are looking for fare that is relatively quick yet, at the same time, healthier than fast food and more affordable than a casual dining establishment. Cafes are characterized by outdoor seating, an unhurried atmosphere, and the loyalty of their repeat customers. Offerings include coffee, tea, pastries, small items for breakfast or lunch, and a small sampling of desserts. Diners order food at the counter, pay on the spot, and serve themselves, so the cafe model does not require a large staff. 4) Ghost Restaurant A ghost restaurant (a.k.a. virtual restaurant, delivery-only restaurant, online-only restaurant, or dark kitchen) is a food-service business that serves customers exclusively through phone orders, online orders, or both. In a virtual restaurant — as the name rightly suggests — the majority (if not all) of the business is conducted via computer, tablet, or smartphone. A ghost restaurant doesn’t have a traditional storefront with decor, signage, and a large dining room. Instead, this new business model only requires a kitchen and delivery drivers. 5) Family Style Types of Restaurants A family style restaurant is similar to the casual dining model mentioned above with one significant difference: servers deliver the food in large dishes and customers then serve the food for themselves and pass it to other diners at the table. These types of restaurants often have a more relaxed atmosphere than the fine dining and casual dining models and cater to families with children or groups of friends. 91 CU IDOL SELF LEARNING MATERIAL (SLM)
6) Fast Food Fast food is the most widely recognized type of restaurant thanks to franchise chains like Taco Bell, Burger King, and KFC. Fast food restaurants attract diners because of their price, convenience, and speed. Because of this focus, ingredients in fast food restaurants are usually preheated or precooked (though not always).Food is then delivered over the counter — or through a drive-thru window — and customers seat themselves. 7) Food Truck, Cart, Or Stand Food trucks, carts, or stands are unique modern businesses that normally specialize in a single type of food (e.g., tacos, sandwiches, hot dogs, ice cream, smoothies, etc.) and serve a limited menu that revolves around those items. They are generally categorized together with fast food restaurants because the focus is on speed. Additionally, seating options may be sparse or even non-existent. 8) Cafe Cafes are characterized by outdoor seating, an unhurried atmosphere, and the loyalty of their repeat customers. Offerings include coffee, tea, pastries, small items for breakfast or lunch, and a small sampling of desserts. Diners order food at the counter, pay on the spot, and serve themselves, so the cafe model does not require a large staff.Turnover in cafes is usually low, and customers may work or socialize for long periods of time. 9) Buffet Style Types of Restaurants Buffets are an extension of the family style restaurant where customers are provided a selection of food at a fixed price. Guests serve themselves and can return to the buffet as many times as they want. The buffet concept lends itself well to specialty cuisine, including pizza, Indian, Chinese, “home cooking,” and breakfast foods, although this is not a prerequisite. 10) Pub As such, fast casual types of restaurants offer quality food, counter service (as opposed to table service), and a more casual, contemporary style and decor. 11) Cafeteria If you attended grade school or high school in the United States, you’re probably familiar with cafeteria-style dining. 92 CU IDOL SELF LEARNING MATERIAL (SLM)
By definition, a cafeteria serves ready-cooked food items arranged behind a long counter. Patrons line up, take a tray, and file in front of the various food choices, picking out what they would like to eat along the way. Some cafeterias offer: Fresh-cooked fare ordered from an attendant (omelettes, waffles, cut-from-the-bone roast beef) Ready-made, pre-plated portions Self-serve portions (salads, soups, etc.) Cafeterias are similar to buffets, but cafeterias typically have servers behind the counter ready to dish out the food you choose. Some large corporations, factories, and hospitals have in-house cafeterias to feed employees and patrons alike. That concept, though, extends to stand-alone restaurants all across the country. In fact, back in the first half of the 20th century (the 1940s, 50s, and 60s), cafeteria-style automats were a very successful type of restaurant in large cities like New York. Automat cafeterias featured banks of vending units — not the automated kind of vending machines you’re used to in the 21st century — that displayed fresh food for sale. Patrons would take a tray, deposit coins in the machine that offered their choice, lift a small window, and remove the food item therein. Attendants and cooks in the kitchen behind the vending machines would then replenish the food item for the next patron. 12) Coffee House With the spread of Starbucks around the world, most people are familiar with the concept of the coffee house. As a type of restaurant, the coffee house offers some unique features that you won’t find anywhere else, including: Casual atmosphere No table service Limited selection of cold foods such as pastries, donuts, and sandwiches Allowing guests to relax and socialize without the pressure to leave after eating Coffee shops are similar to cafes, but the focus at the coffee house — and the item that most people show up for — is the hot beverage. Coffee houses offer a wide variety of coffee drinks as well as hot tea and other drinks. The food in a coffee house often takes second place as a draw for customers. 13) Diner At one time, you could find a diner (a.k.a. a greasy spoon) in every town in America. 93 CU IDOL SELF LEARNING MATERIAL (SLM)
This type of restaurant is characterized by fried foods (e.g., chicken and fish), burgers, and breakfast items served at low cost. Many diners were open 24 hours and featured booths and table service as well as a long bar with stools at which patrons could sit and receive their food straight from the kitchen. Diners with a nostalgic theme — and even high-quality and high-priced fare — are becoming more common in downtown areas as employees at nearby businesses discover the benefits and convenience of leaving the office for lunch and an occasional break. 14) Pop-Up Restaurant The pop-up eatery is a novel type of restaurant that allows owners and chefs to experiment with different ideas and different styles of food without changing their established location. The pop-up restaurant is also a fun and unique way to “test the waters” to see if a specific concept or cuisine would be successful in a certain area. Pop-up restaurants range in format from a beer garden that is only open from May through August to a fine dining restaurant in a unique location (e.g., a warehouse, rooftop, or other old building), to a contemporary casual restaurant that moves from location to location every few nights. The attraction of these restaurants often lies in their novelty, but the food and drink will keep customers talking for long after the pop-up disappears. 15) Contemporary Casual Contemporary casual restaurants — a recent offshoot of the fine dining concept — cater mostly to young professionals in urban and metropolitan areas. As a concept, these eateries are modern and trendy and often offer a distinct brand that diners find appealing. Such concepts include but are not limited to: Eco-friendly Farm-to-table Large wine selection Locally sourced ingredients Fusion cuisine Extensive bar The food, and often the restaurant itself, relies heavily on visual appeal (though taste is also important) and caters mostly to the Instagram generation. 16) Bistro The bistro concept got its start in France as a place to serve hearty meals at a moderate price in a not-so-formal setting. 94 CU IDOL SELF LEARNING MATERIAL (SLM)
When restaurateurs began opening bistros in the United States, the format evolved to include more refined decor, fewer tables, finer foods, and higher prices. Most bistro owners don’t consider their restaurant a fine dining establishment, per se — multiple courses in an opulent atmosphere — but, rather, as classy (and classic) fare in an upscale atmosphere Bar A bar is a long raised narrow table or bench designed for dispensing beer or other alcoholic drinks. They were originally chest high, and a bar, often brass, ran the length of the table, just above floor height, for customers to rest a foot on, which gave the table its name. Over many years, heights of bars were lowered, and high stools added, and the brass bar remains today. The name bar became identified with the business, (also known as a saloon or a tavern or sometimes as a pub or club, referring to the actual establishment, as in pub bar or club bar etc.) is a retail business establishment that serves alcoholic beverages, such as beer, wine, liquor, cocktails, and other beverages such as mineral water and soft drinks. Bars often also sell snack foods such as crisps (also referred to as potato chips) or peanuts, for consumption on their premises. Some types of bars, such as pubs, may also serve food from a restaurant menu. The term \"bar\" also refers to the countertop and area where drinks are served. The term \"bar\" derives from the metal or wooden bar (barrier) that is often located along the length of the \"bar\". Bars provide stools or chairs that are placed at tables or counters for their patrons. Bars that offer entertainment or live music are often referred to as \"music bars\", \"live venues\", or \"nightclubs\". Types of bars range from inexpensive dive bars to elegant places of entertainment, often accompanying restaurants for dining. Many bars operate a discount period, designated a \"happy hour\" or discount of the day to encourage off-peak-time patronage. Bars that fill to capacity sometimes implement a cover charge or a minimum drink-purchase requirement during their peak hours. Bars may have bouncers to ensure that patrons are of legal age, to eject drunk or belligerent patrons, and to collect cover charges. Such bars often feature entertainment, which may be a live band, vocalist, comedian, or disc jockey playing recorded music. Patrons may sit or stand at the counter and be served by the bartender. Depending on the size of a bar and its approach, alcohol may be served at the bar by bartenders, at tables by servers, or by a combination of the two. 95 CU IDOL SELF LEARNING MATERIAL (SLM)
The \"back bar\" is a set of shelves of glasses and bottles behind the counter. In some establishments, the back bar is elaborately decorated with woodwork, etched glass, mirrors, and lights. Gym Fig 3.16 Gym A gymnasium, also known as a gym, is a covered location for athletics. The word is derived from the ancient Greek gymnasium. They are commonly found in athletic and fitness centres, and as activity and learning spaces in educational institutions. \"Gym\" is also slang for \"fitness centre\", which is often an area for indoor recreation. A gym may be open air as well. A gym is a place with a number of equipments and machines used by the people to do exercises. Spa Fig 3.17 Spa 96 CU IDOL SELF LEARNING MATERIAL (SLM)
A spa is a location where mineral-rich spring water (and sometimes seawater) is used to give medicinal baths. Spa towns or spa resorts (including hot springs resorts) typically offer various health treatments, which are also known as balneotherapy. The belief in the curative powers of mineral waters goes back to prehistoric times. Such practices have been popular worldwide but are especially widespread in Europe and Japan. Day spas are also quite popular and offer various personal care treatments. Best Spa Resorts in India Ananda In the Himalayas. (Rishikesh) Vivanta by Taj. (Kerala) Shin Shiva Ayurvedic Resort. (Kerala) Bio Resurge Clinic Alila Diva. (Goa) Soumya Holistic Health Centre. (Bangalore) Laundry Fig 3.18 Laundry Laundry refers to the washing of clothing and other textiles. Laundry processes are often done in a room reserved for that purpose; in an individual home this is referred to as a laundry room, Laundry in Australian English or utility room. An apartment building or student hall of residence may have a shared laundry facility such as a Tatsuda. A stand-alone business is referred to as a self-service laundry (launderette in British English or Laundromat in North American and Australasia). The material that is being washed, or has been laundered, is also generally referred to as laundry. Laundry has been part of history since humans began to wear clothes, so the methods by which different cultures have dealt with this universal human need are of interest to several branches of scholarship. Laundry work has traditionally been highly gendered, with the responsibility in most cultures falling to women (known as laundresses or washerwomen). 97 CU IDOL SELF LEARNING MATERIAL (SLM)
The Industrial Revolution gradually led to mechanized solutions to laundry work, notably the washing machine and later the tumble dryer. Laundry, like cooking and childcare, is done both at home and by commercial establishments outside the home. Disco Disco is a genre of dance music and a subculture that emerged in the 1970s from the United States' urban nightlife scene. Its sound is typified by four-on-the floor beats, syncopated baselines, string sections, horns, electric piano, synthesizers, and electric rhythm guitars. Well-known disco artists include Donna Summer, Gloria Gaynor, Giorgio Moroder, Boney M., Earth Wind & Fire, the Bee Gees, Chaka Khan, Chic, KC and the Sunshine Band, ABBA, Thelma Houston, Sister Sledge, The Tramps, the Village People, and Michael Jackson. While performers garnered public attention, record producers working behind the scenes played an important role in developing the genre. Films such as Saturday Night Fever (1977) and Thank God It's Friday (1978) contributed to disco's mainstream popularity. Disco started as a mixture of music from venues popular with African Americans, Hispanic and Latino Americans, Italian Americans, and gay men in Philadelphia and New York City during the late 1960s and early 1970s. Disco can be seen as a reaction by the 1960s counterculture to both the dominance of rock music and the stigmatization of dance music at the time. Several dance styles were developed during the period of disco's popularity in the United States, including \"the Bump\" and \"the Hustle\". 3.5 SUMMARY Front office is the part of Company that comes in contact with clients. Front office is face of Hotel. Housekeeping is the key role in accommodation. Selection of menu in supply of food attracts people. Food production has many sections, and it starts with basic things like cleaning, packing, segregating, sorting, preparing, adding ingredients in correct proportions, presenting, etc. A ghost restaurant is a food-service business that serves customers exclusively through phone orders, online orders, or both. Hotels provide various facilities like GYM, SPA, DISCO, BAR, etc Lounge area is a room or area in a public place such as a hotel, airport, club, or bar, designated for people to sit, wait and relax. 3.6 KEYWORDS 98 CU IDOL SELF LEARNING MATERIAL (SLM)
Concierge - Information desk that assists guests for transportation, booking of events outside the hotel. Account receivables - The amount of money an organization has the right to receive within some specified period (say 30 days) against the delivery of products/services. Lobby- Area provided near the reception as a common meeting place for all the guests. Mini bar – A fixture in modern guestrooms, this is a miniature refrigerator stocked with juices, liquor, and snack for the convenience of guests. Fine Dinning – Fine dining restaurants are full-service restaurants with specific dedicated meal courses Tacos- taco is a traditional Mexican dish consisting of a small hand-sized corn or wheat tortilla topped with a filling. Hot dogs- A hot dog is a food consisting of a grilled or steamed sausage served in the slit of a partially sliced bun. Smoothies-A smoothie is a drink made from pureed raw fruit and/or vegetables, using a blender. A smoothie often has a liquid base such as fruit juice, dairy products, such as milk, yogurt, ice cream or cottage cheese. 3.7 LEARNING ACTIVITY 1. Housekeeping – Prepare a chart regarding staffing schedule. ___________________________________________________________________________ ___________________________________________________________________________ 3.8 UNIT END QUESTIONS A. Descriptive Questions Short Questions 1. Types of food production 2. State the importance of front Office 3. What is housekeeping? 4. What is food production? 5. What is Linen? Long Questions 1. Explain the Other specialised divisions in Hotel. 99 CU IDOL SELF LEARNING MATERIAL (SLM)
2. Describe the standard rules to Determine staff strength. 3. Describe the rules and responsibilities of a lobby manager. 4. Explain the responsibilities of Housekeeping Executive. 5. Draw the organization structure of a Start category Hotel in India. B. Multiple choice Questions 1. A staff member who helps guests with their luggage. a. Bearers b. Guests c. Stewards d. Bell Boy 2. Front office is that part of company that comes in contact with a. Bearers b. guests c. Stewards d. None of these 3. Bags and suitcase packed with personal belongings is called as a. Ticket b. Baggage c. Boarding Pass d. Cargo 4. Staff members that clean the rooms and linen are from ___ department. a. Food and Beverage b. Front Office c. House keeping d. Restaurant 5. Delivery of food or other services requested by guests in the room is called as a. Room Service b. Housekeeping c. Check-in d. Check-out 100 CU IDOL SELF LEARNING MATERIAL (SLM)
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