Front Office OperationsNotes

Front Office Operations

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B.SC HOSPITALITY AND CATERING MANAGEMENT

FRONT OFFICE OPERATIONS

UNIT I

1.1 Introduction to front office

1.2 Layout of front office

1.3 Organizational set up of front office department

1.4 Hierarchy chart

1.1 INTRODUCTION TO FRONT OFFICE

Front office is also known as the face of the hotel. It is the first guest contact area and also

the nerve center of the hotel. All the activities and areas of the front office are geared

towards supporting guest transaction and services

Front Office Operation:

The major functions that is performed as a part of the Rooms Division Department

are:

a) Reservation, registration, room & rate assignment

b) Fulfills guest services and updates room status

c) Maintains & settles guest accounts

d) Creates guest history records

e) Develops & maintains a comprehensive database of guest information

f) Coordinates Guest Services

The sole priority of the Rooms Division Department is ensuring Guest Satisfaction,

which happens when, guest expectations match what the hotel provides.

In order to achieve Guest Satisfaction, front office department should prepare:

a) Careful designed front office organization chart

b) Comprehensive goals, strategies and tactics

c) Planned work shifts


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d) Well designed job descriptions

e) Well designed job specifications

Guest Cycle

The guest cycle describes the activities that each guest passes by from the moment he/she

calls to communicate a reservation inquiry till he/she departs from the hotel. In fact, the

guest cycle encompasses 4 different stages, which are depicted below

Pre-Arrival Arrival Occupancy Departure

Each stage of the guest cycle is associated guest service, and guest accounting activity.

1. Guest services:

Reservation Registration Occupancy services Check-out and history

2. Guest Accounting:

Establishment of credits Posting charges Night auditing Settlement of

accounts

Below is a description of the activities undertaken at each stage of the guest cycle:

1. Pre-arrival:

At the pre-arrival stage, the hotel must create for every potential guest a reservation

Record. Doing this initiates the hotel guest cycle. Moreover, reservation records help

personalize guest services and appropriately schedule needed staff and facilities

The reservation department should, then, complete all the pre-registration activities

and prepare guest folios (applicable only for automated systems). Doing so will

eventually maximize room sales by accurately monitoring room availability and

forecasting room revenues

2. Arrival:


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At the arrival stage, registration and rooming functions takes place and the hotel

establishes a business relation-ship with the guest.

The check-in clerk should determine the guests reservation status (i.e. pre-registered

guests versus walk-ins). Later, he/she shall prepare a registration record or make the

guest sign the already-printed pre-registration record (under some of the semi-

automated and all fully automated systems).

The registration records shall include the following personal and financial details :

a) Personal information:

1. Name and Surname of the guest along with billing address, telephone number,

and any other coordinates

2. Passport number, birth certificate, and/or driving license number (whatever

applicable)

3. Any special needs or requests

4. Guest Signature

b) Financial information:

1. Date of arrival

2. Expected date of departure or length of stay depending on how the

system in the hotel is designed

3. Assigned room number

4. Assigned room rate

5. Guest's intended mode of payment

6. Credit card details

Registration records can be used for various purposes:

a) Satisfy guest needs

b) Forecast room occupancies

c) Settle properly guest accounts

d) Establish guest history records at check-out [personal & financial information]

e) Assign a room type and a room rate for each guest

f) Determine long-run availability [i.e. reservation information] versus short-run

availability [i.e. room status]


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g) Satisfy special categories of guests such as disabled people through barrier-free

designs

3. Occupancy:

At the occupancy stage, the front office department shall coordinate guest services in

a timely and accurate manner. Moreover, front office staff encourage repeat guests

by paying a great attention to guest complaints. This is ensured by placing complaint

and/or suggestion cards in every public place and revenue centers in the hotel.

Moreover, the hotel shall, at least on a daily basis, collect comment cards, proceed

with their analysis, and provide positive feedback to guest as soon as possible.

In addition, effective procedures are designed in order to protect the funds and

valuables of guests. This might be ensured through guest key control, property

surveillance, safe deposit boxes, and well designed emergency panels andexits.

Guest Cycle under Three Different Systems:

1. Non-automated [manual] systems: This very system is the one characterized by the

sole usage of hands. In fact, all formats, procedures, and different kinds of calculations

are done manually.

2. Semi-automated [Electro-mechanical] systems: This system gets use of some

Electro-mechanical equipment. In fact, under the semi-automated system, each

department might have its own computer system under which it handles all its

operations.

3. Fully automated [computer based] systems: That's the best system ever used in the

hotel industry. In fact, it is characterized by the excessive use of departmental software

package programs integrated and connected to a main frame or terminal situated at the

front office department.

At this stage, it is essential to notice that the following stages of the guest cycle under

the three different systems do not conflict with each other. In fact, the only


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differences are due to the nature of the system use. Therefore, what will be discussed

above is not the repetition of the sequence; rather only differences will be highlighted.

4. Departure:

At the departure stage, the guest is walked out of the hotel. Moreover, front office

staff creates guest history record. Finally, cashiers settle guest account outstanding

balances [i.e.: balance the Guest account to 0]

In general, a proper checkout occurs when the guest:

a) Vacates the room

b) Receives an accurate settlement of the guest account

c) Returns room keys

d) Leaves the hotel

At departure, checkout personnel encourage guests to consider returning to the hotel

on any future date. That's why cashiers acts like a true sales person, and might

eventually accept guest future reservations. That way, the stages of the guest cycle

become really a cycle (i.e. start from where it ends).

If at departure, the guest account is not fully settled, then late charges accumulates.

In such an undesired case, the responsibility of collection lies within the accounting

department, however the front office department shall provide all necessary types of

information to make this collection easier, quicker, and feasible.


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1.2 LAYOUT OF FRONT OFFICE

CASHIER RECEPTION COUNTER

BELL

DESK

LOBBY

MANAGERS

DESK

TRAVEL DESK

BUSINESS

CENTER

E

N

T

E

R

A

N

C

E

RESERVATIONS

TELEPHONES

ADMINISTRATIVE OFFICES

LOBBY

GENERAL MANAGERS OFFICE


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ORGANIZATIONAL SET UP OF FRONT OFFICE DEPARTMENT

Hotel organization structure:

In order to carry out its mission, global and departmental goals and objectives, every

company shall build a formal structure depicting different hierarchy of management,

supervision, and employee (staff) levels. This very structure is refereed to as organization

chart. Moreover, the organization chart shows reporting relationships span of management,

and staff/line functions.

1.4 HIERARCHY CHART

The Front Office organization chart shall be designed according to Functions. Doing so

not only enhances the control the Front Office has over its Operations, but also provides

guests with more specialized attention. Such a division according to functions, however, is

not practical in middle and small size hotels due to the fact that these very hotels don't

posses enough and sufficient monetary resources to ensure the existence of at least 3

jobholders (i.e. one for each shift) for each job position. Therefore, in middle size hotels, a

front office clerk might be responsible for more than one work position. This is ensured via

cross training. On the other hand, in small size hotels, one or two front office clerk(s) might

be responsible for all front office activities.

Typical functions and positions under the Rooms Division Department:

Front Desk Agent: Registers guests, and maintains room availability information

Cashier: Closes guest folios, and properly checks out guests

Accounts Receivable Clerk: Posts charges in correct guest folios and updates folios'

outstanding balances

Night Auditor: Controls the job of the Accounts Receivable Clerk, and prepares daily

reports to management (ex: Occupancy Report and Revenue Report)

Mail & Information Clerk: Takes Messages, provides Directions to Guests, and

maintains Mail


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Telephone Operator: Manages the Switchboard and coordinates Wake-up Calls

Reservation Agent: Responds to Reservation Requests and createsReservationRecords

Uniformed Service Agents: Handles Guest Luggage, escorts Guests to their Rooms,

and assists guests for any bit of information requested

FRONT OFFICE

MANAGER

ASST. FRONT OFFICE

MANAGER

LOBBY MANAGER

FRONT OFFICE

ASSISTANT

TELEPHONE OPERATOR

BUSINESS

CENTRE

SECREATARY

TELEPHONES SUPERVISOR

BELL BOY

RESERVATION ASSISTANT

RESERVATION

SUPERVISOR


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UNIT II

2.1 JOB DESCRIPTION JOB SPECIFICATION (Managerial and supervisory level)

A job description by its very nomenclature is a written description of the jobs to be

performed in a particular position.

It is a simple statement of all the tasks a person in a particular position is expected

to carry out.

It specifies the parameters within which a job is to be carried out.

JOB DESCRIPTION OF FRONT OFFICE STAFF

POSITION : FRONT OFFICE MANAGER

DEPARTMENT : Front Office

REPORTS TO : General Manager

Reporting relationship

1. Reports directly to the General Manager.

2. Supervises all Front Office sections and lobby area.

3. Maintains cooperative relationships between the Front Office and other Hotel

divisions and departments by encouraging communication between all areas of

responsibility.

Duties and responsibilities

1. Daily checks on rooms availability status for next 60 days.

2. Reviews room blocks and special requests.

3. Reviews and respond to the incoming correspondence.

4. Greets as many guests as time permits at the Front Desk and supervises

workloads during shifts.


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5. Handles guest complaints.

6. Monitors Guest History

7. Assists in promoting sales for the property as well as other units of the hotels.

8. Reviews all Front Office log books daily and pursues with appropriate action if

necessary.

Span of authority

1. Supervises and administrate all Front Office operations.

2. Maintains the highest standard of services and be responsible for maximizing the

on-day room revenue by obtaining the highest percentage of occupancy and

average rate with a proper control in the room availability status.

3. Liaises with other members of the management team in Rooms Division and work

together to the interest of improving standards of service, percentage of yield, and

the general working environment for all staff members.

Staff development

1. Is responsible for the recruitment and induction of personnel for the department.

2. Supervises and carries out training for all staff to achieve desired results.

3. Administers, reprimands and takes disciplinary action when necessary.

4. Conducts periodic appraisals to ensure an effective communication between

management and staff as well as to upkeep the staff morale.

5. Identifies staffs weakness and develops strengths with a view towards succession

planning.

6. Conducts periodic training on Crises Management and hotels emergency plan of

action to ensure appropriate precautions and actions are taken at all times.

Communication & co-ordination

1. Liaises with Housekeeping and Engineering Departments on daily

operations/projects involving guest rooms and front of the house area.

2. Liaises with Marketing & Sales Department and Reservations Department for all

group and conference movements for future.

3. Liaises with Security Department on guest safety and security arrangements.


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4. Liaises with Credit Office on credit arrangements and to ensure that credit

procedures are being followed.

5. Liaises with Marketing Department in relation to room sales promotion activities.

6. Liaises with Financial Controllers Office in relation to operation control aspects, such

as cash-handling, cash flow, and credit policies.

7. Liaises with Food & Beverage Department on daily operations including F & B

services in the rooms, car-parking requirements and F & B sales promotions.

8. Attends daily operational meetings.

9. Attends weekly Department Head Meeting, monthly Credit Meeting etc.

Administration

1. Maintains job descriptions for all positions and keep them updated.

2. Responds to incoming correspondences which are related to front office activities.

3. Enforces standard of dress, grooming and personal appearance as defined by hotel

policy.

4. Prepares monthly reports with a breakdown of figures and revenue.

5. Prepares forecast reports.

6. Establishes guidelines and standards of Front Office operations.

7. Maintains, updates and enforces standards.

8. Reviews sequence of service with management periodically.

Planning, organizing and controlling

1. Prepare spring-cleaning schedules for guest room together with Executive

Housekeeper.

2. Monitor and control department expenses.

3. Monitor Yield % effectively.

4. Verify with Reservations Department that accurate room status information is

maintained and properly communicated.

5. Plan and monitor staff vacation schedule.

6. Establish annual training program for the department.


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7. Attend and observe technical skills training sessions organized by departmental

trainer to ensure the quality of service rendered to guests by all Front Office

personnel are of the quality standard.

Budgets

1. Assist in preparation of annual budget on room sales revenue.

2. Prepare departmental budgets and objectives annually, with constant revision and

observation.

3. Review payroll, and other operating equipment.

POSITION : ASSISTANT MANAGER - FRONT OFFICE

DEPARTMENT : Front Office Manager

REPORTS TO : Front Office Manager

Job summary

Under the general direction from the Front Office Manager, assist to oversee and direct

all aspects of Front Office Operations. Ensure that the department's operations budget

is strictly adhere to, and that all costs are strictly controlled.

Relationship

1. Reports directly to and communicates to the Front Office Manager on all pertinent

Front Office matters affecting guest service and Front Office operation.

2. Provides functional assistance to the Front Office operational personnel.

3. Interacts with Hotel guests as well as members of the local community.

4. Cooperates and communicates to Front Office Section Heads.


1. Supervises Front Office staffs to ensure optimum occupancy and average room rate

to maximize revenue.

2. Monitors Front Office personnel to ensure guests always receive cordial prompt

attention and personal recognition.


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3. Monitors Front Office personnel to ensure acknowledgment of repeat guests and

other VIP receive special attention and personal recognition.

4. Informs other operating department, such as Housekeeping, of all Front Office

activities which involve them.

5. Establishes and maintains effective employee relations.

6. Assists Front Office Manager in personnel functions related matters such as

interview, appraise and counseling.

7. Identifies training needs, assists to develop formal training plans and conducts

training session.

8. Frequently inspects the cleanliness and orderliness of the Lobby, Front Desk at

random and VIP rooms prior to their arrival.

9. Be knowledgeable of all the Front Office standard operating procedure.

10. Keeps overtime hours to the minimum.

11. Monitors master key control.

12. Maintains continuous contact with Hotel guests to ensure that any problems or

complaints are handled promptly efficiently and courteously.

13. Reviews and completes credit limit report.

14. Assist the Front Office Manager in forecasting yield for future.

14. Assists to conduct monthly Front Office meeting.

15. Assists to prepare the statistical report, forecast, annual budget, strategic plan

and goal program.

16. Performs any other duties assigned from time to time

17. To ensure that all message, parcels and fax are handled and distributed properly.

18. To be constantly up to date on city and in-house activities and to up-sell the hotel

at all times.

19. To maintain a high standard of personnel appearance and hygiene at all times.

20. To respond to any other changes in the department function as directed by the

industry, company or hotel.

POSITION : LOBBY MANAGER


REPORTS TO : Assistant Front Office Manager


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Job summary

Under the general direction from the Front Office Manager and Assistant Front Office

Manager to act on behalf the Hotel Management to ensure maximum levels of guest

service and satisfaction are provided. To continuously monitor staffs and operations and

reporting deficiencies to management.

Relationship

1. Reports directly to Assistant Front Office Manager.

2. Interacts and cooperates with all the Departments within the Hotel.


1. Responsible for the overall day to day operation.

2. Monitors the Hotel personnel to ensure guests always received cordial prompt

attention and personal recognition.

3. Maintains the smooth operation of the Front Office operations.

4. Handles any guest problems according to agreed policy.

5. Ensures special handling for VIP arrival.

6. Be thoroughly understood the service offered by the Hotel, how and where these

facilities could be obtained and aware of all daily events of the day in the Hotel.

7. Using the Duty Manager check list, ensures that every single things are in order.

8. Greets all guest at all times in a friendly and helpful manner and attempts to

learn and use guest name at every opportunity.

9. Fully in charge in the absence of the Assistant Manager Front Office.

10. Reports any hazard to health or safety immediately to the Assistant Manager

Front Office.

11. To co-supervise the key handling procedure ensuring maximum security.

12. Observes and assists other departments in the Hotel.

13. Responsible for the master key.

14. Receives information from previous shift Lobby Manager and passes on pertinent

information to the next Lobby Manager.


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15. Frequently inspects the cleanliness and orderliness of each area of the Hotel.

16. Supervises Front Office Assistants to ensure all guest especially VIP receive cordial

prompt attention and personal recognition.

17. To continuously monitor operations, service and maintenance standards

throughout the hotel and report deficiencies to management.

18. To assist in the training of the employees ensuring that they have necessary skills

to perform their duties with the maximum efficiency.

19. To ensure that all staffs have a complete understanding of and adhere to the

hotel's policy relating to fire, hygiene, health and safety.

20. To ensure that all staff have a complete understanding of and adhere to the hotel's

employee rules and regulation.

21. To be constantly up to date on city, emergency telephone number and to up-sell

the hotel at all time.



23. Performs any other duties assigned from time to time.

POSITION : RESERVATIONS SUPERVISOR



Job summary

Supervising the Reservation staffs in implementing Policies and Procedures under

guidance of the Front Office Manager, to provide and carry out any other duties assigned

by the Front Office Manager or Resident Manager

Relationship

1. Reports directly to the Front Office Manager

2. Interacts and cooperates with Sales, Front Office Assistant, Guest Relations,

Accounting and Housekeeping.


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1. Responsible to the Front Office Manager.

2. Understands the entire Reservation procedure well according to the manual and

the system.

3. Responsible for the Hotels worldwide Reservations in coordination as well as the

local ones.

4. Handles correspondence, sorts letters, telexes, fax., cables.

5. Allocates daily tasks to Reservation staffs.

6. Daily reviews reservation booking and arrival report.

7. Prepares occupancy forecast.

8. Trains the Reservation staff accordingly and implement Policies and Procedures.

9. Liaise with the Sales Department in regards to occupancy, rates analysis.

10. Identifies top producing accounts to ensure proper recognition by Reservation

staffs.

11. Prepares various production report and submit to concerned Department.

12. Monitors telephone manner and general performance of Reservation staffs.

13. Ensures special handling of VIP guests.

14. Reviews blocking of Suites room, and any other special group request.

15. Supervises group reservations.

16. Maintains cordial relations with commercial clients.

17. Informs the Front Office Manager when the Hotel availability status will be

changed and prepares necessary action.

18. Schedules work roster and maintains work position at all times neat and in order.



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2.2 JOB DESCRIPTION OF FRONT OFFICE STAFF (Non- supervisory level)

POSITION : FRONT OFFICE ASSISTANT


REPORTS TO : Lobby Manager

Job summary

Responsible for the efficient requirement of VIP guest and visitor of the Hotel that they

receive the high standard of service as stated in the Hotel policy.

Relationship

1. Reports directly to the Lobby Manager.

2. Interacts and cooperates with all departments within the Hotel.

3. Cooperates with all Front Office personnel.


1. Prepares monthly report on Front Office Assistant activities and discuss how to

improve the standard of service.

2. Greets all guests at any time in a friendly and helpful manner and attempts to learn

and use guest name at every opportunities.

3. Takes personal interest and pride to ensure the Lobby area is kept clean and in

order at all times.

4. To assign duties and responsibilities to subordinates, assisting the Lobby Manager.

5. Endeavors to maintain the high standards of the Hotel with regard to the

importance of all clients especially VIPs with reference to the Hotel and

departmental goals.

6. Reports any hazard to health or safety immediately to the Lobby Manager, Front

Office Manager or any other appropriate Department Head.

7. Attends fire/emergency training programs and ensures that the Hotel and

Governmental Fire and Emergency procedures are well understood and abode by.

8. Be familiar with other Park Hotels.


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9. Assists the Lobby Manager.

10. Informs other operation Department Heads of anything involving their

Departments.

11. Checks-in/checks-out VIP as well as other guests.

12. Maintains continuous contact with Hotel guests to ensure that complaints are well

handled in a courteous manner.

13. Gets inputs for guest satisfaction.

14. Handles any guest problems and refers to the Lobby Manager if deemed necessary.

15. Be well groomed, has pleasant attitude and ready to offer assistance at all times.

16. Be thoroughly aware of VIP arrival and departure on day to day basis.

17. Ensure that departing guests have a positive impression of the Hotel services.

18. Always keeps a high standard behavior and appearance expected by The Park in

his/her attitude toward guests and employee alike.

19. Ensures that VIP room are blocked and inspected checked giving special attention

to all amenities prior to guest arrival for 100% readiness.

20. To ensure that all recurring guests are pre-registered.

21. To meet and greet all arriving VIP, ensuring that their needs are satisfied, their

luggage is swiftly sent to their rooms and that there are checked in a courteous and

efficient manner with no delay.

22. To conduct training courses and refresher courses for existing staffs.

23. To coordinate closely with the various department head to keep an effective

communication.

24. To maintain a high standard of personal appearance and hygiene at all times.

25. To ensure that the department's operation budget is strictly controlled.


at all times.



28. To perform any other duties assigned from time to time.

POSITION : RESERVATION ASSISTANT


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REPORTS TO : Reservations Supervisor

Job summary

Under limit supervision of the Reservations Supervisor is responsible to :

- Record reservation on the various standard forms.

- Put into the computer system.

- Make Reservation for other International Hotels.

- Filing.

Relationship

1. Reports directly to the Reservations Supervisor.

2. Interacts with any callers to Reservation Department and make appropriate

action.

3. Interacts and cooperates with the Receptionist, Co-ordinator on Duty,

Accounting/Credit Department and Sales & Marketing Department.


1. Receives all Reservation request by phone promptly and politely.

2. Ensures that complete details are recorded.

3. Ensures all Reservations request by fax, letters and e-mails are replied properly.

4. Enters all Reservation into the system accurately using specified code to denote

the source and type of Reservation.

5. Ensures all guarantee letters and Travel Agent vouchers are received and

approved by the Credit Manager prior to guest arrival.

6. Keeps Reservations supervisor informed of VIP guest, convention or seminar,

consular visit or any special request.

7. Ensures up selling of rooms at the time of taking booking.

7. Be thoroughly familiar with future availability of current status and future dates.

8. Ensures to block room on special request.

9. Be familiar with other hotels and prepares to handle inter Hotel Reservation.


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10. Maintains a neat and orderly work position at all times.

11. Review all expected arrivals one day prior to the arrival date.

12. Ensures preparation of weekly group arrival that has been confirmed.

13. To be in charge of the position of the Reservation Supervisor during his absence.

14. Performs any other duties assigned by the Management from time to time.

POSITIONS : BELL BOY


REPORTS TO : Front Office Assistants

Job summary

Under the general guidance and supervision of the Front office assistants and Lobby

Manager, the Bell Boy is responsible to receive and ensure correct delivery of guest

luggage to and from the room, assists to guest inquiries and requests, performs various

errands for guest needs, comfort and satisfaction.

Relationship

1. Reports directly to the. Front Office Assistants

2. Interacts and cooperates with the Front Office Assistant, Lobby Manager, Room

Boys and Security.

3. Interacts with other sections Lobby Manager as required.


1. Be well groomed, have a pleasant disposition and willing to offer assistance at all

times.

2. Adheres to guest check in and check out procedure pertaining baggage handling.

3. To report for duty punctually, wearing the correct uniform and name tag at all

times.

4. To promptly deliver only guests' message and fax in the hotel.

5. To maintain good working relationships with colleagues, and all other department.


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6. Be thoroughly knowledgeable of the services offered by the Hotel, how and where

the facilities could be obtained and aware of the daily event in the Hotel.

7. Be fully conversant with emergency evacuation and fire procedures.

8. Handles promptly and correctly all guests luggage, avoid any confusion or

embarrassment to the Hotel.

9. Be thoroughly aware of the daily arrivals and departures especially VIPs or

groups.

10. Welcomes guests at the main entrance, greets appropriately, takes particular note

of repeat guests.

11 Guides the guest to the Front Desk and waits behind the guest during the check

in. Keeps an eye on the Front Desk, prepares to receive the room key and key card

from the Receptionist without delay.

12. After receiving the key and key card, asks the guest to follow him to the elevator.

Upon reaching the correct floor, show the guest to the room and always address

the guest by name.

13. Enroute to guest room indicate the location of the nearest fire exit. Up sells the

hotel restaurants and other facilities to the guest.

14. To transfer guests' luggage to rooms in an efficient manner ensuring no damage is

caused to the luggage, furniture, fixtures and walls.

15. Before leaving the room, demonstrate briefly the operation of the radio, television,

minibar and air conditioning system, and turn on the bathroom light.

Simultaneously verifies that guest supplies such as soap, towels are adequate in

proper place. When leaving the room, place the key and key card on the desk in

full guest view and do not obviously appear to expect any tip.

16. Do utmost to learn guests names, especially repeat and long staying guests greet

as they come and go through the Lobby, remain alert of the situations where

assistance may be required by guests.

17. Accept baggage for safe keeping in the store room, following the procedure laid

down in the Front Office Manual.

18. To have a complete understanding of and adhere to the hotel employer handbook

and adhere to all regulation therein.


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19. At all times stands at the station assigned by the Lobby Manager and follow

further instructions.

20. Maintains cleanliness of the lobby area.


22. To maintain an accurate record of check-in and check-out guests.

23. Ensure that departing guests have a positive impression of the hotel services.

POSITION : TELEPHONES SUPERVISOR



Purpose

Be responsible for planning, organizing, directing and controlling of all staff activities in

the Telephone Department with the objectives of achieving the highest possible

standards of the hotel, and the maximum telephone revenue.

Relationship

1. Reports directly to and communicates with the Front Office Manager.

2. Supervises Telephone Department operations personnel.

3. Co-operates, co-ordinates and communicates with other Departments all times.


1. Supervises the operators to ensure prompt, courteous and accurate handling of all

telephone calls.

2. To ensure efficient and accurate implementation of all wake-up

calls for guests.

3. To maintain a close liaison with the Telephone Company to ensure efficient

provision of telephone services.

4. Ensure efficient provision of message relay services by supervising message-taking

activities and paging services for both hotel staff and guests.


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5. To arrange duty roster and ensure that all operators report for work punctually.

6. To make decisions and resolve any problems and complaints which occur in the

Telephone Department, or if necessary, refer them to Front Office Manager for

further action.

7. To ensure that all staff have a complete understanding of and adhere to the hotels

employee handbook rules and regulations.

8. To ensure that all staff are familiar with all emergency procedures.

9. To ensure that the Executive telephone lists is up-to-date in case of emergency.

10. To assign trainers to newly hired staff and to other employee on cross training

program.

11. To conduct training courses and refresher courses for existing staff.

12. To maintain condition of the Telephone Department and its equipment are in good

condition.

13. To promote Inter Hotel sales and in-house facilities to all guest.

14. To review and up-date in-house telephone directories.

15. To conduct training courses and refresher course for existing staff.

16. To perform any other duties assigned by the Management.

POSITION : BUSINESS CENTRE SECREATARY


REPORTS TO : Lobby Manager

Purpose

Be responsible for ensuring that secretarial services are provided for in-house/city

guests with the objective of maximizing guest satisfaction by achieving the highest

possible standards of the hotel and the maximum Business Centre revenue.

Relationship

1. Reports directly to Lobby Manager.

2. Cooperates with other Department Heads and subordinates.

3. Interacts with outside parties and guests as appropriate.


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Duties And Responsibilities

1. To ensure prompt, courteous and accurate handling of all guests requests and

other administrative duties.

2. To monitor and ensure efficient and accurate handling of all incoming and

outgoing facsimiles for both hotel guests and staff.

3. To make decisions and resolve any problems and complaints made by guests or

staff in the Business Centre.

4. To promote guest contact and assist guests in their requests.

5. To promote the Business Centers conference area and conference rooms for rental

to guests or outsiders for temporary or long term periods.

6. To maintain the Business Centre and its office equipment in good condition at all

times.

7. To source business information and contacts locally for guests requirements.

8. To provide information on events, exhibitions or conferences going on in the city

generally.

9. To perform any other reasonable duties required by the department head from

time to time.

10. To liaise with the Banquet Department on all guests needs relating to provisions

offered by the Business Centre, such as Banquet rooms, equipment, etc.

11. To ensure that the grooming, appearance, personal hygiene, attitude and

telephone manner are up to the hotels standards.

12. To prepare various reports to ensure proper functioning of Business Centre.

POSITIONS : TELEPHONE OPERATOR


REPORTS TO : Telephone Supervisor

Job Summary


ICHM Page 25

Under the general guidance and supervision of the telephone supervisor and within the

hotel Policies and Procedures, to handle incoming and outgoing calls to and from the

Hotel guest room.

Relationship

1. Reports directly to the telephone supervisor.

2. Interacts with guest appropriately and with other Department as required.

Duties And Responsibilities

1. Answers the Telephone console promptly, friendly and efficiently in a natural voice

tone.

2. Handles international/city operator assisted calls, direct dialing,

international/city calls for non resident guest.

3. Handles wake up calls.

4. Attends telephone briefing and quarterly meeting.

5. Ensures punctual attendance and adheres to duty schedules as directed by the

Telecom supervisor.

6. Ensures working area is clean and tidy.

7. Ensures messages left by caller to guest or others are passed on to the receiver

without delay.

8. Familiar with all extension in the Hotel and outside emergency numbers.

9. Familiar with Hotel emergency procedure.


at all times.

11. To ensure that proper charges are written out for operator assisted calls, as per

agreed instructions.

12. To ensure that the doctor is contacted with the minimum delay, and the telecom

supervisor is informed upon requested by guests.

13. To be aware of the Hotel security, fire and safety procedures.

14. To keep the daily log book up-to-date.


ICHM Page 26

15. To maintain good working relationships with colleagues, and all other

departments.

16. To have a completed understanding of the hotel employee handbook and adhere to

all regulations therein.

17. Perform any other duties assigned from time to time.

REVIEW QUESTIONS

1. What is the major function of Front Office Operation?

2. Draw a Layout of front office and write in brief the function of each section of front

office

3. What is a guest cycle? Explain in brief all the stages of the guest cycle

4. Write a note on Organizational set up of front office department

5. Write the Job description of the following

a. Front office manager

b. Assistant front office manager

c. Lobby manager

d. Telephone operator

e. Front office assistant

f. Bell boy

g. Reservation supervisor


ICHM Page 27

UNIT III

3.1 Types Of Rooms

3.2 Tariff- Definition

3.3 Types Of Plan

Room: an area within a building enclosed by walls and floor and ceiling

Guest room: A room for the accommodation of a guest.

Each hotel has a variety of rooms to suit the needs of the guest. Hotel room can be

classified based on:

Number or size of bed in the room

Dcor of the room, size or the view

Accommodation for a particular type of guest ex. Presidential suite for VIP guest

Type of guest room

1. Single Room: A room that has one single bed and which is meant for a single

person. Size of the bed is 36 inches by 75 inches

2. Double Room: A room that has a double bed and is meant for two people. Size of the

bed is 54 inches by 75 inches

3. Twin Room: A room that has two single beds, separate by each other meant for two

people. Size of the bed is 36 inches by 75 inches

4. Twin double room: A room that has two double beds separated by each other meant

for four people


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5. Triad Room: A room that has three single beds separated from each other meant for

three people

6. Quad room: A room that has four single beds separated from each other meant for

four people

7. Hollywood twin bed room: A room that has two single beds but has a common head

board, meant for two people

8. Parlor: A sitting room or resting room attached

9. Studio Room: A parlor set up with one or two studio beds or couches or sofa cum

beds

10. Suite Room: The most luxurious room in a hotel which has two or more bedroom

with kitchenette

a. It is the most important room because

b. Size of the room is larger than other rooms

c. More facilities are offered like a compact kitchenette

d. The room has facilities like refrigerator, beverage pantry etc.

e. A particular type of dcor or color which would give the suite its name

f. Very elaborate fittings and fixtures

g. Most expensive room in the hotel

11. Types of suite are:

a. Single suite/mini suite/junior suite- This is a single room with one living room

b. Double suite This is double room with a living room

c. Duplex suite This room spreads over two floor with inter connecting staircase

12. A duplex room: Rooms spread over two floors with an interconnecting staircase


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13. Inter connecting rooms: Two rooms adjacent to each other having an

interconnecting door allowing entry from one room to the other without having to go

through the corridor. The interconnecting door can be locked to discontinue its use.

These rooms are generally preferred by families

14. Penthouse Suite Or Room: A room situated on the terrace a part of which may be

opened to the sky

15. Cabana: A room used for changing or bathing, usually situated next to the pool. It

is usually attractive with a small bar attached. It may also be furnished with sofa

cum bed

16. Adjacent Room: Room next to each other along the corridor

17. Adjoining Room: Room with common walls but no connecting doors

18. Efficient Room : Room with kitchen facilities usually found in residential hotels,

motels and resort

19. Hospitality Rooms : A room let out to a hotel guest to entertain their own guest it

is usually charged on hourly basis

20. Lanai Rooms : A room with a verandah that over looks the gardens, the lawns, the

beach

21. Queen Size Bed Room : It has a queen size bed

22. King Size Bed Room: It has a king size bed

23. Serviced Apartment : A room or suite of rooms designed as a residence and

generally located in a building occupied by more than one household. These

apartments can be a part of the hotel where all the facilities are given by the hotel


ICHM Page 30

like housekeeping room service etc. These apartments are generally taken by long

staying guests and families

2.1 Tarrif- Definition and Types Of Plan

Tariff is defined as schedule or list of prices or rates. For instance, the tariff of a hotel is

the schedule or list of prices at which it provides accommodations. Tariff is also said as a

comprehensive list or "schedule" of merchandise with applicable duty rates to be paid or

charged for each listed article; together with governing rules and regulations.(A "customs"

Tariff.)

A schedule of rates and charges applied by a business, especially a common carrier,

together with a description of the services offered and the rules and regulations applicable.

Types Of Plan

Most of the hotels generally run on plan system. There are various types of plan, which are

internationally recognized. Hoteliers according to their convenience or the policy of the

management can adopt these. The list in which the prices of hotel services are incorporated

is known as hotel tariff. On the basis of tariff pattern hotel are divided as follows:

European plan

In this case only the lodging i.e. bed is offered. Thus the charges are made for lodging only.

The client is free to take or not to take teas, breakfast, and meals in the hotel. He has a

choice of eating at any other good restaurant. The guest is booked to pay for lodging only

and is charged separately for all other things or services he enjoys or consumes. This

system is generally followed by youth hostels or hotels which are situated in metropolitan

cities. European plan hotels fix the prices of rooms separately so that guest may either have

their meals in the hotel dinning at its regular prices or go to the other restaurant. In India


ICHM Page 31

most of the hotels are being run on European Plan. Almost all the public sector hotels are

run on this basis.

Continental plan

In the case of continental plan bed and breakfast are included in the charges. Thus bed is

offered along with breakfast and the client is, however, free to take his meal and tea as he

likes. Thus the guest tariff includes lodging and breakfast and for other he is separately

billed.

American plan

Hotel where American plan is prevalent, board lodging is provided in the charge. The tariff

fixed includes board and lodging. It is an all inclusive full board tariff. Accommodation and

three meals daily are included in the price of the room. It includes bed, breakfast and two

principal meals and evening tea. It does not include 'EMT nor coffee after lunch, or dinner.

The needs are usually 'table d' hote'. It is also known as 'full pension '.

This means that guests day ends about 24 hours after his arrival that is, the guest arriving

between lunch and dinner is entitled to retain his room until the next afternoon and to

have dinner the first night and breakfast and lunch the following day for the fixed rate.

This analysis is mostly used at those tourist resorts, which are not situated in big cities.

Most of the tourists who do not want to carry too much, has go for all inclusive

accommodation so that the entire amount is paid at the starting point. These terms are

supposed to be sold to the guest, though for internal record, a clear apportionment of

charges between accommodation and meal is made. This is particularly important where

some guests stay on inclusive terms and others not.

According to American plan only one charge is made to guests for room and board. But

they separate the rate, applying part of it as room sales and part as restaurant sales. The

distinction is necessary because of the two more reasons:


ICHM Page 32

If a guest has a launch at hotel both on the day of his arrival and the day of his

departure an additional charge is to be made for extra lunch.

If a guest arrives after dinner and leaves before lunch he is entitled to some credit for

the two meals he did not eat, but which are included in his daily tariff.

The rate should be divided into two-fixed sum for meal and the reminder for the

room.

The American plan was started in the 1930's and 40's when " Americans were churning

around the west, and the upstart cities were springing up". In 1955 the American Plan had

become so standard that when the original Parker House opened,)t become known as one of

the first hotel in USA to operate on the "European plan" meals and room change being

made separately. The American Plan specially suited the resort where families might stay

for the season and many resorts even to day operate on the American plan.

Modified American plan

The tourists mostly prefer this plan, as it is comparatively flexible. It is offered in most of

the good hotels and is normally by arrangement. It includes hotel accommodation,

breakfast and either lunch or dinner in the price of the room. Thus, in this type of

accommodation bed and breakfast and along with it one principal meal, lunch or dinner, at

the discretion of the client is also included. It generally includes continental breakfast (q.v.)

and either 'table d' hotel' (q.v.) lunch or dinner in the room rates. It is also known as ' demi-

pension '.

It has been observed that the Indian style hote Is in India follow the European plan, and

the western style hotels which cater the foreign tourists, operate the American plan. In the

past foreign tourists used to visit India for pleasure and leisure trips. They had plenty of

time to travel and stay. Nowadays, we have typical tourists, businessmen or travelers, who

would like to visit the country for a week and the city for a day. They do not have time and

desire to return back to their hotels again and again. There are good restaurants and

nightclubs outside, which are equipped with comfortable furniture and super decor.

Therefore, they like to enjoy their lunch, dinner outside. Under these circumstances the


ICHM Page 33

American plan once famous for its acceptance, became inconvenient for the foreigner. He is

forced to come for the different services offered. It restricts the freedom of the guests.

Therefore, the American plan is being discarded and most of the hoteliers and the tourists

preferred the European plan. The hotels all over the world have shifted to European plan.

In America; Europe, Far Eastern countries and other important tourist destinations, the

American plan is out dated and outmoted.

The location of hotels and the type of guest it hopes to attract are two principal factors,

which make important difference in the style of one hotel against another. The entire hotel

differs in appeal and personality and according to the people who operate them and the

people who patronize them. The classification of hotels is given in Figure. The description of

same of the categories is given here.

Executives, who by the very nature of their responsibilities are the leader of their

profession, direct enterprises in the international group. A number of these hotels belong to

the luxury class. Their service embraces the finest amenities procurable and a high pitch of

comforts prevails throughout and charges are scaled accordingly. A few establishments

offer all the amenities of a luxury hotel upon a more commercialized scale and at the

popular prices.

Hotels in the international grouping are mostly owned 'by public companies and controlled

by a Board of Directors. The President/Chairman of the Board is usually a prominent figure

of the industry, the secretary, a chartered accountant, and the managing director, a leading

personality in the hotel industry. The overall operational responsibility of the company's

affairs falls to the managing director.

These hotels are generally divided into various departments under a resident/general

manager who is, directly responsible to the managing director. The relationship and

responsibilities of the departmental heads, general manager and. Managing director should

be clearly defined and understood. The general manager manages the hotel through his

departmental heads and all immediate operational data are his responsibility. The


ICHM Page 34

managing director takes charge of the broad operational and financial policies of the

company.

Apart from the profitable lettable accommodation-the suites, flat lets, and studio rooms:--a

considerable revenue is extracted from catering. There is a restaurant, which opens for

luncheons and where also there are tea dances, and evening dinner dances.

UNIT IV

4.1 Organization Of Hotels Based On Location , Size, Length

Of Stay And Facilities Offered

4.2 Types Of Rooms

Organization Of Hotels Based On Location , Size, Length Of Stay And

Facilities Offered

According to type of plan (Tariff pattern)

American Plan (AP)

European Plan (EP)

Continental Plan (CP)

Modified American Plan (MAP)

Go-plan.

Bermuda Plan

According to the size

It can be indicated either by rooms as is done in America or by the number of beds as is

done in Europe.

Small hotels: 25 rooms or less

Average hotels: 25 rooms to 90 rooms

Above average hotels: 80 rooms to 250 rooms

Large hotels: 250 rooms and above


ICHM Page 35

According type of patronage

Hotels catering to women only

Hotels catering to families only

Hotels catering to commercial men only

Hotels catering to high society or affluent category only 0 Hotels catering to retired

people only

Hotels catering to students only

According to visitors stop-over

Transient hotels

Semi-transient hotels

Residential hotels

According to the length of operating period

Seasonal hotels

Two-seasonal hotels

Entire year hotels

According to their location

Resort hotels.

Suburbs hotels

Airport hotels (Airtel)

Sea side hotel or Beach hotels 0 Coastal hotels

Transient hotels

Country hotels

Floating Hotels.

City hotels

Highway hotels.

Town center hotels

Space resorts


ICHM Page 36

Hill or Mountain hotels 0 Boatels

Hotels

Inland hotels

According to the purpose

International hotels

Commercial hotels.

Hostels

Business hotels

Holiday hotels

Transient hotels

Resort hotels

Motels

Inns

Clubs

Convention hotels

According to the degree of comfort

(Amenities and facilities)

This classification is based on the degree of equipment, the volume of services and the price

of services provided.

Low class hotels./ Budget hotels

Middle class hotels

Luxury hotels.

OR

One star hotels

Two star hotels

Three star hotels

Four star hotels

Five star Deluxe hotels


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OR

'A' Class hotels

'B' Class hotels

'C' Class hotels

'D' Class hotels

OR

Modern hotels

Comfortable hotels

Deluxe hotels

OR

Tourist class hotels

Standard hotels

Super class hotels

According to its relationship with transport

Motels

Motor hotels

Railway hotels

Airport hotels

Floating hotels

According to facilities and amenities

Luxury

Quality (falling short of luxury)

Standard (Economy)

Basic.


ICHM Page 38

According to ownership and management

Independent hotels (hotel consortium / cooperation)

Chain/ group hotels (public owned / franchise)

Private hotels.

REVIEW QUESTIONS

1. What are the different types of rooms found in hotels

2. Define Tariff

3. Write a note on different Types of plan used in hotels

4. How are hotels organized on the basis of location, size, length of stay and facilities

offered?

UNIT V

5.1 Classification Of Hotels

5.2 Types Of Owner Ship

5.1 Classification Of Hotels

Hotel

Common Law states that a "Hote1 is a place where all who conduct themselves properly,

and who being able to pay and ready to pay for their entertainment, are received, if there be

accommodation for them, and who without any stipulated engagement as to the duration of

their, stay or as to the rate of compensation, are while there, supplied at a reasonable cost

with their meals, lodging and other services and attention as are necessarily incident to the

use as a temporary home."

A hotel may be called as an establishment where primary business is to provide to the

general public lodging facilities and which may also furnish one or more of the various

services such as food: beverage, laundry, uniformed services etc. Hence, hotel can also be

called as home multiplied by commercial activities.


ICHM Page 39

As per the Reader's Digest Dictionary the term 'Hotel' refers to 'a house of entertainment of

travelers'.

According to the Encyclopedia Britannica the word 'Hotel' is of ancient origin, but its use in

English for a house offering lodging and food for travelers is recent. The Hostlers of London

took the name of Inn keeping in 1473. The world Hostler' or 'Ostler' having come to mean

an inn servant.

The term 'Hotel' was used in England in about 1760. British law as a place where a

bonafide traveler can receive food and shelter, provided he is in a position to pay for and is

in a fit condition to be received defines hotel or inn.

In legal terminology a: hotel is an inn and is required under common law to offer to its

visitors lodging, food and protection, 10 their baggage. Hotel service is generally based on

these three fundamental necessities of life. In addition to these a modem hotel provides its

visitors many luxuries of modem urban city living, all under one roof.

1. Inns Public houses in early times in England were called inns. Normally the term

'Inn' was meant for the finer establishments catering to nobilities and clergy: In

France these were ca1led 'HOTELLERIES.

2. Taverns. The house frequented by common man was known as taverns. The less

important establishment in France was called CABARETS.

3. Hostel Derived from the word' Host' and was used very late. The head of the hostel

was called" 'HOSTELER' in French, while in England he was called 'Inn-Keeper'.

History Of Hotels And Accommodation Industry And Their Development

Early history of accommodation for travelers can be traced back to the Greek word 'Xenia',

which not only meant hospitality but also the protection given to a traveler from

discomforts. The city was bound to offer hospitality. In Sparta city, although due to

rigorous customs visitors were not encouraged, yet goddess Athena was considered as

protector of strangers and hence her name was 'Xenia Athena'.


ICHM Page 40

In this period travelers were mainly diplomats, philosophers; intellectuals arid researchers.

Guests were invited to stay with noblemen. In ancient Olympia, buildings constructed with

the aim to accommodate strangers can be seen. They were called 'Leonidio' and were, built

in 4th century B.C. The concept of hospitality can also be drawn back to ancient times.

Homer finds mention of it in Iliad and The Odyssey.

Hotel keeping can also be traced back to many centuries and its evolution through the,

ages has been brought about by Britains economical and industrial changes and

developments.

During the seventh and eighth centuries, it was thee monasteries that applied hospitality to

strangers and, as no charge was made for the accommodation, a travelers were expected to

contribute according to their means to the Abeey funds. As more people began to travel

they grouped themselves together not only for company but for mutual protection from

highway and robbers. Consequently travelers arrived in groups at a monastery and it was

often difficult to accommodate them all. To overcome this, separate lodging houses, called

'Inns' (a Saxon word) were built. The word 'inn' came to mean a 'Lodging House' and until

the passing of the Hotel proprietors Act in 1956, it was the legal term for 'Hotel' and hotel

proprietors were legally referred to as 'Common innkeepers'. 'Common' in this sense

referred to Common Law.

In the thirteenth and fourteenth centuries, manor houses, being hospitable 'places;

willingly gave accommodation to travelers. As no payment was expected, travelers tipped

the servants as a 'thank you' for the generous hospitality received-thus the practice of

tipping was born.

When high taxes crippled the generosity and hospitality of the owners of the manor houses,

many became commercial inns. During Elizabeth the First's reign, posting houses were

established and travelers, in addition to getting refreshment were able to change horses

before continuing their journey.


ICHM Page 41

The turn of the century saw an era that was called the 'Belle Epoch when the grand and

luxurious hotels flourished. A few hotels are still operating today. In London and some

other cites attempts have been made to recapture some of the grandeur of the past era in

the making of modem hotels, and bring back the memories the grand hotels of olden days.

The next stage in the cycle of evolution of the hotel industry was the coming of the

motorcar. It enabled people to visit those parts of the country not reached by railways. This

gave birth to inland resorts and the hotel Industry began to flourish.

International air, travel has helped create the modem 'stop-over' hotel. With the increase in

this form of travel, the number of hotels built close to airports has multiplied.

Another trend in hotel keeping is the motel, which is the twentieth-century version of the

old 'Coach Inn'. People traveling the country by car, stopping overnight here and there,

require not only refreshment for themselves, but also safe parking for their cars. Post

Houses, developed by the Trust House Forte Group are in fact the modern version of the old

coaching inns.

Classification Of Hotels

INTERNATIONAL CORPORATE HOTELS

These are large chains, which are almost household words in the industry, such as Hilton,

Inter-Continental, Hyatt. Some of the groups are a combination of company owned,

franchise and management contract operations while others are entirely owned by an

individual or a company. Their main features include standardization of service, facilities

and price, and many chains endeavor to operate a hotel in most major capitals throughout

the world.

International Hotels

There are modem western style hotels in all large cities as well as important tourist centers.

These have been classified on the internationally accepted star ranging from 5 star to 1 star


ICHM Page 42

hotels. These are the hotels of international repute having more than 200 rooms with their

counter parts in all the large cities. These establishments provide accommodations,

restaurant facilities, grillrooms, banqueting suites and bars as an integral part of their

businesses. There normal activities are often 'supplemented by shops 'of diverse kinds,

garages, laundry and similar services. Also, in many instances, residential, furnished and

unfurnished flats equally belong to the over all operating company. For example, in India

Oberoi Hotel have some luxurious 2 or 3 bedroom apartments or a contemporary 4 bed

room cottages. It provides swimming pool and landscaped lawns.

National Hotel Companies

Some countries have national hotel companies, which operate hotels at home and abroad,

such as, the Taj and Oberoi hotel groups. These are both Indian companies which are well

known outside India.

Small Hotel Groups

Not all groups of hotels are large or widely dispersed. Some companies own a group, which

may consist of no more than four to five hotels, and they may be confined to a particular

area such as the beach resorts.

Independent Hotels

These are hotels which" are privately owned or independent of any company. Many guests

enjoy staying at an establishment of this type because of the individuality of the operation.

Hotel Consortium

Independently owned hotels form a liaison which provides them with the advantages of

shared advertising costs, bulk purchasing and referral of bookings. The guest has the

advantage of knowing each hotel in the consortium will be of similar standard and price.

Best Western Hotels is an example of! Worldwide network of independently owned hotels.

Development in the field of transportation, communication and increase in population had

effect on the growth, type and location of hotels and supplementary accommodation. To day


ICHM Page 43

we find many hotels and catering establishments of varied character, size and nature

opera-ting in different cities and tourist centers. The classification of these hotels and

supplementary units with in the industry is a complicated task. Hotels are of various types

depending on number of factors like the nature and facilities offered, size, location etc.

Classification in the real sense separates accommodation into different categories or class

on the basis of objective criteria, for example, by the" type of accommodation, such as

hotels, motels, tourist lodges, holiday camps etc. It seeks to present information about

tourist accommodation units in a form, which enable the user to find information he

requires. Information thus obtained will help to compare like with like. Classification thus,

separates accommodation according to physical features.

Classification Of The Hotel And Catering Industry

The first comprehensive standard industrial classification (SIC) for the United Kingdom was

issued in 1948. The classification was revised in 1958, in 1968, and in 1980. All the

revision have been grouped by an interdepartmental committee representing the main

government department collecting and using the statistics. The 1980 SIC groups economic

activities into nine divisions each of which is then subdivided into classes, which in turn be

sub divided into groups and finally into activities. As per standard industrial classification,

1980 gives hotel and catering a very broad scope as shown in Figure: Yet even here parts of

employees and welfare catering are omitted.

Classification of the hotel and catering industry

Eating places supplying food for consumption on the premises

Take away food shops

Public houses and bars

Night clubs and licensed clubs

Canteens and messes

Hotel trade

Other tourist or short stay accommodation


ICHM Page 44

In a system of classification hotels are ideally grouped into reasonably homogenous

sections according to their important general characteristics. Any classification of the

industry into its component sections is bound to be rough one as has been observed that

hotels and catering services are in joint demand, therefore, an attempt is made here to

create such groups of undertakings which only share some common characteristics.

Hotel is an establishment selling service-food, drink and shelter. The value and the

potentiality of a hotel is assessed by the size, location, the number of rooms and other

revenues earning points it possesses. The classification of hotels with in the industry is a

complicated task. Hotel can be classified on different basis.

Followings are some of the basis of classification:

According to type of plan (Tariff pattern)

American Plan (AP)

European Plan (EP)

Continental Plan (CP)

Modified American Plan (MAP)

Go-plan.

Bermuda Plan

According to the size

It can be indicated either by rooms as is done in America or by the number of beds as is

done in Europe.

Small hotels: 25 rooms or less

Average hotels: 25 rooms to 90 rooms

Above average hotels: 80 rooms to 250 rooms

Large hotels: 250 rooms and above

According type of patronage

Hotels catering to women only


ICHM Page 45

Hotels catering to families only

Hotels catering to commercial men only

Hotels catering to high society or affluent category only 0 Hotels catering to retired

people only

Hotels catering to students only

According to visitors stop-over

Transient hotels

Semi-transient hotels

Residential hotels

According to the length of operating period

Seasonal hotels

Two-seasonal hotels

Entire year hotels

According to their location

Resort hotels.

Suburbs hotels

Airport hotels (Airtel)

Sea side hotel or Beach hotels 0 Coastal hotels

Transient hotels

Country hotels

Floating Hotels.

City hotels

Highway hotels.

Town center hotels

Space resorts

Hill or Mountain hotels 0 Boatels

Hotels

Inland hotels


ICHM Page 46

According to the purpose


Commercial hotels.

Hostels

Business hotels

Holiday hotels

Transient hotels

Resort hotels

Motels

Inns

Clubs

Convention hotels

According to the degree of comfort (Amenities and facilities)

This classification is based on the degree of equipment, the volume of services and the price

of services provided.

Low class hotels./ Budget hotels

Middle class hotels

Luxury hotels.

OR

One star hotels

Two star hotels

Three star hotels

Four star hotels

Five star Deluxe hotels

OR

'A' Class hotels

'B' Class hotels

'C' Class hotels

'D' Class hotels


ICHM Page 47

OR

Modern hotels

Comfortable hotels

Deluxe hotels

OR

Tourist class hotels

Standard hotels

Super class hotels

According to its relationship with transport

Motels

Motor hotels

Railway hotels

Airport hotels

Floating hotels

According to facilities and amenities

Luxury

Quality (falling short of luxury)

Standard (Economy)

Basic.

According to ownership and management

Independent hotels (hotel consortium / cooperation)

Chain/ group hotels (public owned / franchise)

Private hotels.

Details of Some Categories


There are modem western style hotels in all large cities as well as important tourist centers.

These have been classified on the internationally accepted star ranging from 5 star to 1 star


ICHM Page 48

hotels. These are the hotels of international repute having more than 200 rooms with their

counter parts in all the large cities. These establishments provide accommodations,

restaurant facilities, grillrooms, banqueting suites and bars as an integral part of their

businesses. There normal activities are often 'supplemented by shops 'of diverse kinds,

garages, laundry and similar services. Also, in many instances, residential, furnished and

unfurnished flats equally belong to the over all operating company. For example, in India

Oberoi Hotel have some luxurious 2 or 3 bedroom apartments or a contemporary 4 bed

room cottages. It provides swimming pool and landscaped lawns. Executives, who by the

very nature of their responsibilities are the leader of their profession, direct enterprises in

the international group. A number of these hotels belong to the luxury class. Their service

embraces the finest amenities procurable and a high pitch of comforts prevails throughout

and charges are scaled accordingly. A few establishments offer all the amenities of a luxury

hotel upon a more commercialized scale and at the popular prices.

Hotels in the international grouping are mostly owned 'by public companies and controlled

by a Board of Directors. The President/Chairman of the Board is usually a prominent figure

of the industry, the secretary, a chartered accountant, and the managing director, a leading

personality in the hotel industry. The overall operational responsibility of the company's

affairs falls to the managing director.

These hotels are generally divided into various departments under a resident/general

manager who is, directly responsible to the managing director. The relationship and

responsibilities of the departmental heads, general manager and. Managing director should

be clearly defined and understood. The general manager manages the hotel through his

departmental heads and all immediate operational data are his responsibility. The

managing director takes charge of the broad operational and financial policies of the

company.

Apart from the profitable lettable accommodation-the suites, flat lets, and studio rooms:--a

considerable revenue is extracted from catering. There is a restaurant, which opens for

luncheons and where also there are tea dances, and evening dinner dances.


ICHM Page 49

Good band and international fame cabarret artists are employed. The cliental dances to

famous bands and are entertained by well-known cabaret artists. True to tradition the

restaurant specializes in entertainment, the grillroom caters for the epicures and the

banqueting suites, large and small, handle all the special and functional catering.

The new thought in maximum revenue promotion from catering advocates three main

regular activities over and above the banqueting business and the room service on the

floors a large restaurant for entertainment operating a moderate allin" tariff, a popular

priced cafe complete with snack-bar and a small, select grillroom, a rendezvous of the

gourmet working on a high price allocate service in return for the finest fare that money

can purchase.

The practice of operating separate kitchens from the restaurant, grill and often functional

catering, gives way to one large production unit under an executive 'chef de cusine', This

considerable centralization, which includes bringing the whole catering industry under a

chief executive, follows the new policies of scientific operating which aims at streamlining

production costs, greater economized working and increased efficiency. It is, of course, very

dependent upon the actual layout and design, of premises, but quite definitely it is the

policy of the future. The potential of the international hotel is limited. There is a need for

limited hotels in a particular region. These hotels are opening able in the largest of

communities where there are prosperous businessmen.

Residential hotels

These hotels can be described as an apartment house with hotel service and for this reason

are often referred to as apartment hotels. The rooms are sold on yearly or monthly leases,

furnished or unfurnished, single or 'as suite'. Nearly all hotels in this category operate

restaurant and render telephone, laundry and valet service. Rents are usually collected

monthly in advance which charges are billed weekly. These hotels are mostly situated in big


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cities and operate almost exclusively under the European plan. A purely residential hotel is

not a hotel in the legal sense of the word since its tenants are not transients. Its methods of

operation are quite similar to those of residential hotels. They serve a few rooms for visiting

friends of their tenants, and most of them are glad to accommodate other transients in

order to fill rooms that may be vacant. Example of such hotels is Oberoi Apartments, Qutab

Hotel, and Oberoi Maiden etc.

These are the largest group of all. They meet great need that of the resident. An endless

mixture of varied sizes of residential establishments exists ranging from a few exclusive

hotels to boarding houses of all kinds. Many of the quieter residential towns, large cities

abound with these establishments. This group can be classified by the wealth of their

patrons. The guests are drawn from different walk of life, people of independent means,

from retired folk living on investments or pensions and from-men women wage earners.

The residential hotel is the development of USA, evolving after people discovered that

permanent living in hotels offer many advantages. A residential hotel usually apartment

building with the service of a hotel, maid and linen services, dinning room and room

services with board and possibly a cocktail lounge. Some are luxurious, and offer full

suites, whereas others are moderate and feature single rooms. Although they are few in

numbers, they usually let a room for a long period of time. In some of the cases their terms

are weekly. They have fixed hours for breakfast lunch tea, dinner etc. These hotels are

generally in the hands of private operators. Services and amenities provided are

comparable to that of average well regulated home. The food is more or like a home style.

As the residents are having fixed income, therefore it arises a number of economic problem

for the owner. The revenue of residential are more or less fixed where as the operating cost

is increasing day by day. There are some advantages. The rent from room is fixed although

most of the times these people are away from their rooms and secondly they are much less

trouble some than any other residential. These types of hotels are the product

individualistic family system. These hotels are found in USA.


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Terms are weekly. The turnover of residential is very slow, especially in good houses,

although the more enterprising of residential housekeepers frequently set rooms aside for

regular short stay visitors. The general standard of comforts of establishment can be

described as adequate and resembles that of the average well regulated home.

There are set hours to rise, to breakfast, lunch, and dinner. Though public rooms are

provided the guest spends much of their time in their bed sitting studio type rooms. These

hotels are usually privately owned owner operated. The staff consists of one or more

waitresses or waiters, cook, kitchen and floor maid etc. The food is more home style. The

economic of residential establishment has its problems. The average owner-operated house

is purchased as an investment. If the terms are moderate and comforts are good, there

should be few vacant rooms. But the question of terms, in an area of high operation costs,

raises its difficulties where one considers the residents, whether retired or working, rely for

the most part on fixed earned or invested incomes.

The earnings or revenue of residential seldom increases but the operators' costs are never

static. Operation with assured weekly rentals coming in must pre-budget their costs and

set a side their profits to a good degree of exactitude. In short, scientific ap-proaches should

be applied.

Professional people and similar salaried wage earners are always sought after. They are

only in for meals, are out of their rooms and off the premises most of the day and their

rentals is guaranteed. Further more it is found that the working guest is usually much less

trouble some than many of other types of residents.

The practice of letting rooms unfurnished as well as furnished, deserves much

consideration. Many people have their own furniture and like to have it around them and

this has its advantages.

The future of the residential establishments relies upon the service flat Service flats range

from great block to smaller houses letting out one room letting out one room flat lets. The


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block of flats has its own restaurant, catering for residents and chance customers alike,

and operates a room catering service. Experience has shown, that with this type of

restaurant unless there is a possibility of strong and regular chance trade, both luncheon

dinner and functional, the venture can prove very precious. Small one room flat both

furnished and unfurnished are always good propositions. The latest thought advocates the

equipping of small kitchen units comprising cooker, freezer and wash-up for those who find

for themselves. Sometimes a room service is available in the form of room trays. The flats

are centrally heated and serviced. Apartment houses of this nature are more reasonable to

live in than guest houses, offering a fuller and more personal service. Residential premises

equipped to be operated in the self-help idiom with a much labour-saving equipment as

possible and the entire outfit designed to warrant the minimum of maintenance is the

answer to high costs will become the guest house of the future for people of limited means.

Classification of Hotels stay is longer than a week. at the end of the seven day.

Semi-residential hotels

These hotels offer its rooms at weekly or monthly rate or daily rate. The rates arc reduced

for prolonged occupancy. They also attract permanent tenants who do not wish to be bound

by lease, as well as many transients who want to take advantage of the reduce rate for

longer stay. They also operate under the European plan and are situated in cities.

Transient hotels

Most of the people are away from homes for a day, week or month on business or for

pleasure. A transient hotel is one that caters to the need of the traveling public while they

are away from home. This type of the hotel is the direct descendent of the old inn, operated

primarily to accommodate the traveler. It distinguishing character is that it sells its room

including board if operating under the American plan, without previous agreement with the

guest as to the length of his stay. Its rate is fixed on the per day basis. These hotels

situated in large cities are operated almost exclusively under the European plan. In smaller

sites some use the American plan. It is the usual custom of transient hotel to render a bill


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for all service at the time of the guest's departure, or if his stay is longer than a week, at the

end of the seven day.

Commercial hotels

Commercial hotels direct its appeal primarily to the individual traveler for business

reasons, although some do have permanent guests. This hotel depends mainly on

executives and on the individual traveling for pleasure. Thus these hotels mainly cater for

the commercial traveler and they are not found in all the larger provincial towns. As the

hotel caters primarily to business people, it

Front Office OperationsNotes

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