Hotel and Major Departments of a Hotel

INTRODUCTION

                   

       Tourism is one of the world’s most rapidly growing industries. The success of tourism depend up on the success of a number of other sectors. The tourism industry does not manage the majority of products and experience  it sells. Tourism managers are transporting people to view natural features cultural attraction  economic activities and life styles of people world wide unlike other enterprises tourism takes consumers to the product not the product to the  consumers

            Tourism is unique it involves industry without smoke  integration without legist ion and diplomacy without formality in India. The growth promise to turn into a virtual boom by the beginning of the next century the growing ranks of international leisure travelers are beginning flooding into India as a result of economic liberalization. International travel companies hotel chain and related business are looking at India with new eyes scouting for ways to precipitate in these new opportunities

          Tourism growth has been always accompanied by problems they include deterioration increasing hostility of residents in certain destination change in local culture etc….

        The report is the fruit of the research made on the functions and working condition of a resort.  As a part of our course we are guided to train our self in the work place that is in the resort. I was able to understand the various functional aspects the role and the various departments of the resort and the importance of hotels & resorts in the travel industry and the customer interaction.  It also helps us to increase the communication skill.  From this training we got an idea that the most important products are the reservation in hotels, car rental arrangement.

        Hospitality and Tourism Management (HTM) is a multidisciplinary field of study with the purpose of preparing people with the expertise, commitment, and skills for management, marketing, and operations positions in the expanding industry that provides food, accommodations, and tourism services to people away from home. As a field of study, Hospitality and Tourism Management is interdisciplinary. It draws upon a wide range of basic disciplines to provide the fundamental knowledge and skills that are required to fulfill the diverse demands placed upon individuals in management positions within the hospitality industry.

        Recognizing that the individual educated for today is soon out of date, the academic emphasis of the program is on principles, analytical tools, processes, and systems. These change relatively slowly. However, it is recognized that at least a minimal exposure to the skills and knowledge which make up the present state of the art is necessary to understand the principles. Likewise, it is recognized that the students in the program are composites of many talents, and that in hospitality and tourism, pure academic ability cannot predict professional success. Thus, the program has as a basic objective the presentation of an academic curriculum to develop management capability through interdisciplinary subject exposure, problem identification, basic concepts, decision making, theory, and management application. Because technology is such a vital part of the business world, students are required to maintain an active Office of Information Technologies (OIT) account when accepted into the major. In addition, students are encouraged to develop foreign language skills to better prepare for this increasingly international industry.

INTRODUCTION TO THE HOTEL INDUSTRY

          The hospitality industry’s history can be traced back by the end of 1700s in the Colonial Period. This industry has been the subject of important development over the years as it has faced many obstacles such as the World Wars, the great depression, the industrial revolution and other social changes. However, the hotel industry as seen today in its modern concept took place in the 1950s and 60s.

         The idea of renting an accommodation to visitors appeared since ancient times, and the modern concept of a hotel as we know started 1794, when the City Hotel opened in New York City; the City Hotel was claimed to be the first building designed exclusively to hotel operations. Other similar hotel operations follow the trend and appeared in other cities such as Philadelphia, Baltimore and Boston in 1809. 

               According to the British laws a hotel is a place where a “bonafied” traveler can receive food and shelter provided he is in a position to for it and is in a fit condition to receive. Hotels have a very long history, but not as we know today, way back in the 6th century BC when the first inn in and around the city of London began to develop. The first catered to travelers and provided them with a mere roof to stay under. This condition of the inns prevailed for a long time, until the industrial revolution in England, which brought about new ideas and progress in the business at inn keeping. The invention of the steam engine made traveling even more prominent. Which had to more and more people traveling not only for business but also for leisure reasons. This lead to the actual development of the hotel industry as we know it today. Hotel today not only cater to the basic needs of the guest like food and shelter provide much more than that, like personalized services etc. Hotels today are a “Home away from home”.

         The hotel industry is any types or forms of business which relates to providing accommodations in lodging, food and beverage and a vast variety of services that are interrelated and organised which are intended for public service.

        Hotels offer enormous range of guests’ services such as banqueting, conference and fitness, sport and facilities, beauty spas, bars, sophisticated restaurant and others. The hotel sector consists of more than 15% of all the people who worked in the hospitality sector. Hotels falls into a number of different categories which includes the glamorous five-star resort international luxury chains, trendy boutiques, country house, conference, leisure or guest houses. This very dynamic sector offers good quality accommodation, great variety of food and beverage, together with other services for all types of customers. The hotel sector is always striving to offer excellent customer service throughout its operations

Definition

      According to the British low “A hotel is a place where a bonafide  traveler can get food and accommodation  were he  is in a position to pay for it and he is in a fit condition to be recevied 

                     

HOTEL CLASSIFICATION  : THE STAR CATEGORIES

                Find spacious and luxurious accommodation throughout the hotel, matching the best Historically, hotel classification systems were developed to ensure safe and reliable lodging and food for travellers at a time when very few such trustworthy establishments existed. With the unprecedented growth of international tourism in the past fifty years, during which hospitality has reach the status of a mature industry, the focus has moved from consumer protection (generally guaranteed by national regulations and legislation) to consumer information. Today, standardization and competitive marketing of hotel services to foreign customers and tourist professionals have emerged as driving forces for instituting a local or national hotel classification system

       STANDARDS OF HOTEL CLASSIFICATION                                                    

          Many countries allow various classification systems for hotels in accordance to chain name and type of hotel, however, there is no international classification which has been adopted. There have been attempts at unifying the classification system so that it becomes an internationally recognized and reliable standard but large differences exist in the quality of the accommodation and the size and design of the accommodation. Food services, entertainment, view, room variations such as size and additional amenities, spas and fitness centers and location are also vital in establishing a standard. As a rough guide:

One-Star Hotels:  

                  Hotels in this classification are likely to be small and independently owned, with a family atmosphere. Services may be provided by the owner and family on an informal basis. There may be a limited range of facilities and meals may be fairly simple. Lunch, for example, may not be served. Some bedrooms may not have an en suite bath/shower rooms. Maintenance, cleanliness and comfort should, however, always be of an acceptable standard

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Two-Star Hotels:

        

           In this classification hotels will typically be small to medium sized and offer more extensive facilities than at the one-star level. Some business hotels come into the two-star classification and guests can expect comfortable, well equipped, overnight accommodation, usually with an en-suite bath/shower room. Reception and other staff will aim for a more professional presentation that at the one-star level, and offer a wider range of straightforward services, including food and drink.

Three-Star Hotels:

            At this level, hotels are usually of a size to support higher staffing levels, and a significantly greater quality and range of facilities than at the lower star classifications. Reception and the other public rooms will be more spacious and the restaurant will normally also cater to non-residents. All bedrooms will have an en suite bath and shower rooms and offer a good standard of comfort and equipment, such as a hair dryer, direct dial telephone and toiletries in the bathroom. Besides room service, some provisions for business travellers can be expected

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Four-Star Hotels:

     

           Expectations at this level include a degree of luxury as well as quality in the furnishings, decor and equipment, in every area of the hotel. Bedrooms will also usually offer more space than at the lower star levels, and well designed, coordinated furnishings and decor. The en-suite bathrooms will have both bath and fixed shower. There will be a high enough ratio of staff to guests to provide services like porterage, 24-hour room service, laundry and dry-cleaning. The restaurant will demonstrate a serious approach to its cuisine.

Five-Star Hotels:

          Here you should international standards. Interior design should impress with its quality and attention to detail, comfort and elegance. Furnishings should be immaculate. Services should be formal, well supervised and flawless in attention to guests' needs, without being intrusive. The restaurant will demonstrate a high level of technical skill, F&B production to the highest international standards. Staff will be knowledgeable, helpful, well versed in all aspects of customer care and combining efficiency with courtesy. Posted by

                             TYPES OF  HOTEL

  

With  the evolution of different types of  lodging it is impossible to categories them under one term the criteria below .

1.     Location

2.     Number of rooms

3.     Ownership

4.     Pricing plan

5.      Types of clientele

6.     Length of guest stay

                  7.  Facilities offered hotels

     Down town hotel

 Downtown hotel are located at the centre of the city in busy commercial and shopping districts. close  to government and private offices shopping malls and entertainment centers. Expensive with high  room rates as the land to make the hotel is costly. Quality hotels to cater to a moneyed clientele usually the business and corporate community. Transient  for guests who come on short visits to a maximum  of  one  week stay. Premium brands of hotel chains or independent deluxe hotel of a very high quality . the centre  of entertainment with leading  restaurants’ bar and night clubs . multi purpose nowadays with shopping  malls food courts cineplex  children’s   play areas etc… community builders by adding residential apartment and commercial office building within their precincts. Challenged by parking space .most have basement parking .tower  blocks and skyscrapers due to paucity of space they build ubward to create space and business   opportunities.

Suburaban hotel

  Suburban hotel are located on the outskirts of a city where land is cheaper than down town location .their features are as follows .they are   sprawling construction  with ample parking spaces . they attract clientele that are cost conscious though not necessarily budjet travelers. Promote their facilities for training programs conferences and seminars  because  of a leisurely ambience . have better room rates and facilities for groups like large lobbies and dining halls .ideal hotel for group

Business Hotels: -

                     These hotels are the largest group of hotel types and cater primarily to business travellers and usually located in downtown or business districts . Although Business hotels primarily serves business travellers , many tour groups, individual tourists and small conference groups find these hotels attractive. Guest amenities at business hotels may include complimentary newspapers, morning coffee, free local telephone calls , Break fast etc. In addition to this facilities like access to business centre , personal computer , Wi-Fi and fax machines also provided to the guest.

Airport Hotels:

                  These type of hotels typically target business clientele, airline passengers with overnight travel layovers or cancelled flights and airline personnel. Some hotels might give free transport between hotel and airport . Some hotels also provide meeting facilities to attract guests who travel to a meeting by air and wish to minimize ground travel. Another attraction of these hotels is instead of charging the guest on a daily basis guest can also pay for their room on a hourly basis.  

 Suite Hotels: -

          These kind of hotels are the latest trend and the fastest growing segments in the hotel industry . Main attraction of these hotels is guestrooms with a living room and a separate bedroom. In exchange for more complete living room suite hotels generally have fewer and more limited public areas and guest services than other hotels . This also helps keep suite hotel's guestroom prices competitive in the market .Professionals such as accountants, lawyers, business men and executives find suite hotels particularly attractive as they can work and also entertain in an area besides the bedroom.

Apartment Hotels: -

        Apartment / Residential hotels provide long-term or permanent accommodation for Guest. Usually guest makes a lease agreement with the hotel for minimum of one month up to a year. These lease agreements are renewed on a yearly basis. Guest rooms generally include living room , bedroom, kitchen , private balcony , washing machines , kitchen utensils etc. Residential hotel also provided Housekeeping , laundry , telephone and in some hotels a restaurant and lounge etc will be present on the premises.

        Resort Hotels: -  

       Resort hotels are usually located in the mountains, on an island , or in some other exotic locations away from city's . These hotels have recreational facilities , scenery , golf , tennis , sailing , skiing and swimming . Resort hotels provide enjoyable and memorable guest experiences that encourage guest to repeat to the resort. would possibly have one all purpose room with meals that depend on local seasonal vegetables

Bed and Breakfast Hotels :-

           These are houses with rooms converted into overnight facilities , this can size up to 20 to 30 guest rooms . They are also known as 'Home Stay's'. The owner of the B&B usually stay on the premises and is responsible for serving breakfast to guest . Due to the limited services offered at these hotels the price for room is very less than any full service hotel.

Timeshare and condominium Hotels: -

                                                                                                                                                              Another new type or segment of the hospitality industry is the timeshare hotels. These are sometimes referred to as " Vacation-interval" hotels . Timeshare hotels are where the guests who purchase the ownership of accommodations for a specific period .These owners may also have the unit rented out by the management company that operates the hotel . Condominium are similar to timeshare but the difference between the two lies in the type of ownership. Units in condominium hotels only have one owner instead of multiple owners , each for a limited amount of time eachyear.

Casino Hotels :-

         Hotels with gambling facilities may be categorized as a distinct group called Casino Hotels .Although the food and beverage operations in casino is luxurious their functions is secondary to and supportive of casino operations. Casino hotels attract guest by promoting the gambling and other entertainments. Large rooms fitted with twin –sizeThe Casino hotel is the groups oldest property, dating to 1957, when it catered to a clientele of rough sailors coming off the ships in the harbour. As you'll see, the establishment has come a long way since then. If anything, Casino Hotel is rather nondescript from the frontage. d beds with bathrooms with separate bathing shower and  toilet areas .huge auditoriums for entertainment by world famous stars

   BOATELS

         A house boat hotels is referred as boatels. The shikaras of Kashmir and kettuvallam of Kerala are houseboats in India which offers luxurious accommodation to travelers Rotels These novel variants are hotel on wheel. Our very own "palace on wheels" and "Deccan Odessey" is trains providing a luxurious hotel atmosphere. Their interior is done like hotel room. They are normally used by small group of travelers

 Small hotel:

      Hotel with 100 rooms and less may be termed as small hotels.  Medium sized hotel: hotel which has 100-300 rooms is known as medium sized hotel.  Large hotels: hotel which have more than 300 rooms are termed as large hotels.  Mega hotels: are those hotels with more than 1000 rooms.  Chain hotels: these are the group that has hotels in

 Budget hotels:

                  These hotels meet theÒ basic need of the guest by providing comfortable and clean room for a comfortable stay.  Mid market hotels: It is suite hotel that offers small living room with appropriate furniture and small bed room with king sized bed.  Luxury hotels: These offer world class service providing restaurant and lounges, meeting rooms, dining facilities. These guest rooms contains furnishing, artwork etc. prime market for these hotels are celebrities, business executives and high ranking political figures. Example: Hyatt Regency, New Delhi.

 Inns

        Inns in Europe were possibly first established when the Romans built their system of Roman roads two millennia ago. The Gospel of Luke records there being "no room at the inn" at the time of the nativity of Jesus. Some inns in Europe are several centuries old. In addition to providing for the needs of travelers, inns traditionally acted as community gathering places.

Historically, inns in Europe provided not only food and lodging, but also stabling and fodder for the travelers' horses. Famous London examples of inns include the George and the Tabard. There is however no longer a formal distinction between an inn and other kinds of establishment. Many pubs use the name "inn", either because they are long established and may have been formerly coaching inns, or to summon up a particular kind of image.

As modes of transport have evolved, tourist lodging has adapted to serve each generation of traveller. A stagecoach made frequent stops at roadside coaching inns for water, food and horses. A passenger train stops only at designated stations in the city centre, around which were built grand railway hotels. Motorcar traffic on old-style two-lane highways may pause at any camp, cabin court or motel along the way, while freeway traffic is restricted to access from designated off-ramps to side roads which quickly crowded with hotel chain operators.

The original functions of an inn are now usually split among separate establishments, such as hotels, lodges, and motels, all of which might provide the traditional functions of an inn but which focus more on lodging customers than on other services; public houses, which are primarily alcohol-serving establishments; and restaurants and taverns, which serve food and drink. (Hotels often contain restaurants serving full breakfasts and meals, thus providing all of the functions of traditional inns. Economy, limited service properties, however, claim at most an included continental breakfast as there is no kitchen and no bar.)

The lodging aspect of the word inn lives on in hotel brand names like Holiday Inn, and in some laws that refer to lodging operators as innkeepers

 

Youth hostels

   

        Hostels provide budget-oriented, sociable accommodation where guests can rent a bed, usually a bunk bed, in a dormitory and share a bathroom, lounge and sometimes a kitchen. Rooms can be mixed or single-sex, although private rooms may also be available.

Hostels are generally cheaper for both the operator and the occupants; many hostels have long-term residents whom they employ as desk clerks or housekeeping staff in exchange for free accommodation.

In a few countries, such as the UK, Ireland, India and Australia, the word hostel sometimes also refers to establishments providing longer-term accommodation (often to specific classes such as nurses, drug addicts, or court defendants on bail) where the hostels are sometimes run by Housing Associations and charities. In India, Pakistan and South Africa, hostel also refers to boarding schools or student dormitories in resident colleges and universities. In the rest of the world, the word hostel refers only to properties offering shared accommodation to travellers or backpackers.

Within the 'traveller' category, another distinction can be drawn between hostels which are members of Hostelling International (HI), a UK-based, non-profit organization encouraging outdoor activities and cultural exchange for the young (formerly the IYHA), and independently operated hostels. Hostels for travellers are sometimes called backpackers' hostels, particularly in Australia and New Zealand (often abbreviated to just

 Condominiums

            It is the form of housing tenure and other real property where a specified part of a piece of real estate (usually of an apartment house) is individually owned. Use of and access to common facilities in the piece such as hallways, heating system, elevators, and exterior areas are executed under legal rights associated with the individual ownership. These rights are controlled by the association of owners that jointly represent ownership of the whole piece.

         "Condominium" is a legal term used in the United States and in most provinces of Canada. In Australia, New Zealand, and the Canadian province of British Columbia, it is referred to as "strata title". In Quebec, the term "divided co-property" (French: propriété indivis) is used, although the colloquial name remains "condominium". In France, the equivalent is called copropriété (co-ownership), usually managed by the syndic. In Hispanic regions, the traditional term propiedad horizontal is retained since horizon in this case signifies "defined". In South Africa, this form of ownership is called "sectional title".^[1]

         The difference between a "condominium" and an "apartment" complex is purely legal. There is no way to differentiate a condominium from an apartment simply by looking at or visiting the building. What defines a condominium is the form of ownership. The same building developed as a condominium (and sold in individual units to different owners) could actually be built at another location as an apartment building (the developers would retain ownership and rent individual units to different tenants). As a practical matter, builders tend to build condominiums to higher quality standards than apartment complexes because of the differences between the rental and sale markets.

          Technically, a condominium is a collection of individual home units and common areas along with the land upon which they sit. Individual home ownership within a condominium is construed as ownership of only the air space confining the boundaries of the home (Anglo-Saxon law systems; different elsewhere). The boundaries of that space are specified by a legal document known as a Declaration, filed on record with the local governing authority. Typically, these boundaries will include the wall surrounding a condo, allowing the homeowner to make some interior modifications without impacting the common area. Anything outside this boundary is held in an undivided ownership interest by a corporation established at the time of the condominium’s creation. The corporation holds this property in trust on behalf of the homeowners as a group–-it may not have ownership itself

Motel

 

        A motor hotel, or motel for short (also known as motor inn, motor court, motor lodge, tourist lodge, cottage court, auto camps, tourist home, tourist cabins, auto cabins, cabin camps, cabin court, or auto court), is a hotel designed for motorists, and usually has a parking area for motor vehicles. Entering dictionaries after World War II, the word motel, coined in 1925 as a portmanteau of motor and hotel or motorists' hotel, referred initially to a type of hotel consisting of a single building of connected rooms whose doors faced a parking lot and, in some circumstances, a common area; or a series of small cabins with common parking. Motels are often privately owned, though motel chains do exist.

        As the provincial highways and the United States highway system began to develop in the 1920s, long-distance road journeys became more common, and the need for inexpensive, easily accessible overnight accommodation sited close to the main routes led to the growth of the motel concept.^[1] Motels peaked in popularity in the 1960s with rising car travel, only to decline in response to competition from the newer chain hotels which became commonplace at highway interchanges as traffic was bypassed onto newly constructed freeways.

               Motels differ from hotels in their location along highways, as opposed to the urban cores favored by hotels, and their orientation to the outside (in contrast to hotels, whose doors typically face an interior hallway). Motels almost by definition include a parking lot, while older hotels were not usually built with automobile parking in mind.

         Because of their low-rise construction, the number of rooms which would fit on any given amount of land was low compared to the high-rise urban hotels which had grown around railway stations. This was not an issue in an era where the major highways became Main Street in every town along the way and inexpensive land at the edge of town could be developed with motels, car lots, filling stations, lumber yards, amusement parks, roadside diners, drive-in restaurants and theatres and countless other small roadside businesses. The automobile brought mobility, and the motel could appear anywhere on the vast network of two-lane highways

Transient Hotel:

            

              Transient Hotels are the hotel where guest stays for a day or even less, they are usually five star hotels. The occupancy rate is usually very high. These hotels are situated near airport.  Residential hotels: These are the hotel where guest can stay for a minimum period of one month and up to a year. The rent can be paid on monthly or quarterly basis. They provide sitting room, bed room and kitchenette.  Semi residential hotels: These hotels incorporateÒ features of both transient and residential hotel.

       Heritage hotel:
 In this hotel a guest is graciously welcomed, offered room that have their own history, serve traditional cuisine and are entertained by folk artist. These hotels put their best efforts to give the glimpse of their region. Example: Jai Mahal palace in Jaipur.  Ecotels : these are environment friendly hotels these hotel use eco friendly items in the room. Example: Orchid Mumbai is Asia first and most popular five star ecotel.  Boutique hotels: This hotel provides exceptional accommodation, furniture in a themed and stylish manner and caters to corporate travelers. Example: In India the park Bangalore is a boutique hotel.  Spas: is a resort which provide therapeutic bath andÒ massage along with other features of luxury hotels in India Ananda spa in Himalaya are the most popular Spa

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 Convention hotels:

              These hotels have large convention complex and cater to people attending a convention, conference Example: Le meridien, Cochin, is a hotel with largest convention center in south India.  Resort hotels: These leisure hotels are mainly for vacationers who want to relax and enjoy with their family. The occupancy varies as per season. These are spread out in vast areas so many resorts have solar powered carts for the transport of guest.  Suite hotels: These hotel offer rooms that may include compact kitchenette. They cater to people who are relocating act as like lawyers, executives who are away from home for a long business stay

COMMERCIAL HOTEL

              

          They are situated in the heart of the city in busy commercial areas so as to get good and high business. They cater mostly businessmen. Casino hotels Hotel with predominantly gambling facilities comes under this category, they have guest room and food and operation too. These hotels tend to cater leisure and vacation travelers. Gambling activities at some casino hotels operate 24 hours a day and 365 days a year. Example: Las Vegas in United State is Famous for Casino hotels.

Treehouse hotels

                Some hotels, such as the Costa Rica Tree House in the Gandoca- Manzanillo Wildlife Refuge, Costa Rica, or Treetops Hotel in Aberdare National Park, Kenya, are built with living trees as structural elements, making them tree houses. The Ariau Towers near Manaus, Brazil is in the middle of the Amazon, on the Rio Negro. Bill Gates even invested and had a suite built there with satellite internet/phone.
Another hotel with treehouse units is Bayram's Tree Houses in Olympos, Turkey .

Cave Hotels:
      Desert Cave Hotel in Coober Pedy, South Australia and the Cuevas Pedro Antonio de Alarcón (named after the author) in Guadix, Spain, as well as several hotels in Cappadocia, Turkey, are notable for being built into natural cave formations, some with rooms underground.

Capsule hotels :

 Capsule hotels are a type of economical hotels that are quite common in Japan

 THE FOUR FUNCTIONS OF HOTEL MANAGEMENT

The tasks of planning, organizing, directing, and controlling the activities of an organization are referred to as the four major function of management. These four hotel management functions can be briefly described as follows:

        Planning:

·       The process of setting a hotel’s goals and objectives and developing the most appropriate strategies to achieve them.

      Organizing

·        Devising a structure that assigns specific tasks to individuals within the hotel, provides for coordination of activities between different groups, and sees to the hiring and training of staff to carry out the assigned tasks.

Directing

·       The process of leadership that motivates a hotel staff to perform the tasks necessary to achieve the hotel’s goals and objectives.

Controlling:

·        The process of monitoring, evaluating, and providing corrective actions to the activities of the hotel in order to ensure that its overallgoals and objectives are met.

Two additional functions of hotel management are as follows:

• Works study: The scientific study of human work in all contexts with the aim of making optimum use of present resources namely workers, machinery and materials.
• Decision-making: The process of identifying a problem, breaking it into manageable sections, evaluating available alternatives, collection of data and analyzing results to make a choice on the basis of possible outcomes and finally implementing the decision.

          Executives must manage the human, financial, and physical resources of a hotel. Thus, hotel management is concerned with activities that relate to employees (human resources), money (financial resources) and facilities (physical resources). Planning, organizing, directing, and controlling the activities of a hotel are accomplished with and through people. This statement may express the obvious, but it reinforces the importance of people in hotel management. This is reflected in the popular shorthand definitions of management as the act of gettingthings done through others.

   

       Hotel management is a goal driven activity. The activities of hotel executives and all the employees of a hotel need to be directed toward goal accomplishments. How well a hotel is managedis determined by its ability to accomplish its goals.

 

         Two final points need to be madeconcerning the definition of hotel management. The first deals with the interrelationship between planning, organizing, directing, and controlling functions of hotel management. Most management textbooks present these four functions as if they are performed independently of each other. In practice, there is a high degree of interrelationship between the four, as hotel executives continually make decisions and address functional problems while attempting to meet the hotel’s goals. The second point is that hotels exist within and environment that affects many aspects of hotel management. The hotel environment includes external factors and internal factors that must be taken into account when managing a hotel. An example of an important external factor is the amount of competition in the hotel industry while an internal factor is the intangible nature of many of the services a hotel provides to its guests.

    

    Management is an ongoing, interrelated process that can be depicted by two-headed arrows connecting the major management functions of planning, organizing, directing, and controlling. That hotel management is a goal-directed activity also can be depicted by the two-headed arrows connecting a hotel’s goals directly to the four management functions within the management process. Finally the entire hotel management process takes place within a larger environmental framework. Various environmental factors, which can be depicted as heavy arrows, impinge on the management process and influence how hotels should be managed.

VARIOUS DEPARTMENTS OF HOTEL

         

              A hotel can provide good service, when its all department will work together in an efficient and effective way, by showing good team work, coordination and communication

The most important function of a hotel is to provide Food and shelter to prospective guest. To provide food  & shelter, there are number of departments or Ares, who all functions together round-the-clock inside hotel premises.

All departments are broadly categorized in two parts:

1. OPERATIONAL DEPARTMENT (CORE DEPARTMENT):

·        Front office                                                                 (revenue center)

·        Food & Beverage service                                            (revenue center)

·        House keeping                                                             (cost center)

·        Food production (kitchen)                                          (cost center)

2. ADMINISTRATIVE DEPARTMENT (NON-CORE DEPARTMENT)

·        Maintenance department

·        Account department

·        Human resource department

·        Electronic data processing department

·        Communication department

·        Security department

·        Purchase department

·        Stores

·        Sales & marketing department

Each department is equally important for proper functioning of hotel. Each department are been explained as follow:

FRONT OFFICE:

      It is the most important department of the hotel. The main function of this department is to give warm welcome to the guest . It helps to create good image in front of the guest. This is the first department where guest comes in contact with. It generates the maximum revenue for the hotel as it sells room to the guests. This also includes sub departments like reservation, Bell desk, and Information desk. It also provides some facilities like concierge service to the guest.

The main functions of the department are:

•    To allot the room to the guest, called as check-in.
•    To maintain the room records for reservation and allocation.
•    To collect the room charges and other miscellaneous charges for various services used by guest during his/her stay at the hotel, at the time of departure of guest.

•    To take advance booking for rooms.
•    To handle the phone calls of hotel.

Different section of Front office:

Front Desk

•   Reception: this section used for check-in process of the guest.
•   Information: this section is used for providing various information to in-house    gues
•   Cashier desk: this section is used for checkout process of the guest.
•   Guest relation desk: this section is used for collecting guest feedback and maintenance of guest history.

 Bell desk:

·        this section is used for assistance of guest during check-in and checkout process.

• Travel desk: this section is used for assistance of guest for arranging vehicles for guest movements and for making train/ airplane reservation.

Back Office

 • Reservation desk: this section is used for taking booking for rooms.

 • Telephone operator: this section is used for attending all phone calls land up in the hotel or for providing trunk dial facility to guest.

 land up in the hotel or for providing trunk dial facility to guest.

• Business center: this section is used for secretarial job of guest

 

Front Office

 

                            Organizational chart of Front office department

 

 

            Front office Manager is the first person in authority in the front office department.the secretary of FOM assists the work of the FOM and Assistant front office manager is the second person in authority and below him are responsible for the report to him.

        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.

FOOD & BEVERAGE DEPARTMENT:

          It is a department which serves food and beverage to the guest in a very attractive and pleasing manner, which creates good impression on the guest. there are several kind of food and beverage outlet like restaurants, Bars, Coffee shops, take away banquets etc. It is second most revenue producing department of the hotel by selling different types of food and beverage to the guest.

Food and Beverage Department (F&B) is responsible for maintaining high quality of food and service, food costing, managing restaurants, bars, etc.

The main functions of the service department are:

 • To provide food & beverage facilities to the guest.

 • To provide food & beverage for groups, conferences, meetings, theme   parties etc.

The different sections are:

 • Restaurant

 • Room Service department

 • Banquet department • Bar & lounge

 Food and beverage production:

         This department is responsible for the production of food and beverage items as per the guests order.A kitchen is fully equipped with skillful chefs who can prepare the recipes according the demand of the guests. There are various ranges in the job as per the skills, experience and knowledge.Some of the responsibilities of production department:

·         Preparation of the food and beverage items as per the guests order in the specific time.

·         Checking the quality of the food.

·         Control the wastage through the portion control and cost control.

·         Follow the HACCP rules while preparation.

·         Purchase and storage of the raw materials in an appropriate way.

Manage the work load among various staffs in the kitchen

The main functions of the production department are:

• To provide various type of dishes to the guest as per the menu. 

 • To provide food for various buffet or banquet parties.

 • To provide food to the staff of hotel.

• To prepare different type of dishes for special occasion.

    Food and beverage service:

  

        This department is responsible for the service of food and beverage items prepared in the kitchen as per tthe guests order.Therer are different levels of staffs responsible for the supervision and performance of the work.The responsibilities of service department:

• Receive the guests and escort to the specific table.
• Take the order by presenting the menu.
• Serve the guests order according to their demand.
• Settle the account or transfer the folio.
• Maintain the hygiene and cleanliness in the outlet.Train the staffs.

          In tourism sector hospitality industry plays a vital role. In a beautiful destination there must have an accommodation facility. It can be concluded that in a service related business as in case of a café the need of education and training cannot be ignored. The basis of a strong and loyal customer base that is satisfied and happy with the services, there is a need to provide proper and systematic training to the staff members right from the front desk employees to the sales force o the hospitality workplace. Executives are also required to be trained on a different front to acquire some special skills required to be successful in hospitality workplace which is characterized with high attrition rate and low job satisfaction among employees. Computers can be used as an efficient and low cost medium of providing training to employees of a café. However, there is a need to install suitable equipment as per the designed training program so as to make the whole system affordable even for a small scale service oriented companyFrom this project I came to understand that in tourism sector hospitality industry plays a vital role. In a beautiful destination there must have an accommodation facility. It can be concluded that in a service related business as in case of a café the need of education and training cannot be ignored. The basis of a strong and loyal customer base that is satisfied and happy with the services, there is a need to provide proper and systematic training to the staff members right from the front desk employees to the sales force o the hospitality workplace. Executives are also required to be trained on a different front to acquire some special skills required to be successful in hospitality workplace which is characterized with high attrition rate and low job satisfaction among employees. Computers can be used as an efficient and low cost medium of providing training to employees of a café. However, there is a need to install suitable equipment as per the designed training program so as to make the whole system affordable even for a small scale service oriented companyFrom this project I came to understand that in tourism sector hospitality industry plays a vital role. In a beautiful destination there must have an accommodation facility. It can be concluded that in a service related business as in case of a café the need of education and training cannot be ignored. The basis of a strong and loyal customer base that is satisfied and happy with the services, there is a need to provide proper and systematic training to the staff members right from the front desk employees to the sales force o the hospitality workplace. Executives are also required to be trained on a different front to acquire some special skills required to be successful in hospitality workplace which is characterized with high attrition rate and low job satisfaction among employees. Computers can be used as an efficient and low cost medium of providing training to employees of a café. However, there is a need to install suitable equipment as per the designed training program so as to make the whole system affordable even for a small scale service oriented company

Housekeeping:

          This department is responsible for cleaning and maintaining hotel premises which include public area, guest rooms, lobby, swimming pool area etc. generally this department is not visible to the guest. It works for guest satisfaction through keeping the environment clean and hygiene. Horticulture is one of the most important features of housekeeping department which deals with different types of flower arrangement and maintaining the garden. This department works to give pleasant look of the hotel to the guest.
Housekeeping department is responsible for the cleanliness and upkeep of the entire hotel and public areas. The following things are considered:

• Ensure all fixtures and furnitures are in proper working condition.
• Supply of clean linens and good amenities to the guest room.
• Coordinates with the other departments for the smooth operation.
• Provides room for occupancy
• Schedule periodic cleaning of the hotel and guest rooms.

The main functionsof this department are:

 • To take care of the cleanliness of rooms, and the hotel building and its furniture and furnishings.

 • To maintain the linen room for maintenance of room linen, restaurant’s linen etc.

 • To maintain the gardening work of hotel.

 • To maintain guest laundry facility for room guest.

 • To maintain staff laundry facility for staff of hotel.

 Different sections of department:

 • Linen room

 • Housekeeping desk

 • Housekeeping store

 • In-House laundry

 • Gardening department

MAINTENANCE DEPARTMENT :

      This department is responsible for the maintainance and repair of the damaged items. for example, plumbing, repair or the a/c, furnitures, fixtures etc. all are maintained by maintainance department.

The main functions of this department are:

• To maintain all the equipment s placed inside or related with the hotel.          • To be responsible for smooth supply of electricity, water, and smooth function of air conditioning unit.

• To be responsible for AMC of important and expensive equipments.

• To maintain all the furniture and fixtures of rooms and other area of hotel.

• ACCOUNT  DEPARTMENT

          This department is responsible for maintaining the financial statements and reports of the entire hotel. It is responsible for the calculations of the total py rackrofit or loss of the hotel.

The main functions of this department are:

• Preparation of budget and allocation of revenue and expenditure for various department

• Maintain all account related books as accordance to the government rules and regulations.

• Preparation of balance sheet of the company.

• Liaising with Govt. offices for tax and revenue related matters.

• Collection of revenue from guests, companies etc.

• Giving salaries to employees.

• To keep check on the food & beverage cost.

• To keep check on the purchase and sale of alcoholic beverages for the property.

• To keep the account of revenue generated and expenditure under various heads for each department.

HUMAN RESOURCE DEPARTMENT

    

           This department is responsible for the Hiring and firing of the staff, maintaining rules and regulations of the hotel, providing uniform to the staff, providing extra hands when required, Identity cards for the staff, Training programmes etc

The main functions of this department are:

• Recruitment and selection of employee for hotel as per requirement.

 • Training and development of employee

• Maintenance of attendance records, leave records etc.

• Maintenance of personal file for each employee with all details, for the purpose of periodically appraisal.

SECURITY DEPARTMENT  

     This department works for maintaining the safety and security of the guests, staffs and the entire hotel properties.Security department comes into action when there is theft, fire, and any emergency cases.The very department is also responsible for the lost and found procedure also.

main function of this department is:

 • To be responsible for safety and security of guests of hotel.

• To be responsible for safety of employee.

• To keep check on theft cases of hotel.

• To

on unauthorized cooperate with staff for fire exit procedure.

• To keep record of received materials and dispatched materials of or for the property.

 • To keep record of movement of fixed assets of property.

 • To keep check entry of people.

PURCHASE DEPARTMENT & STORES

The main functions of this department are:

 • To purchase materials from the market as per requirement of various department of hotel.

 • To purchase all types of equipments and materials for hotel.

 • To liaison with different companies or vendor for supply of perishable or non-perishable goods.

 • To liaison with different dealers for provision of non- vegetarian items (chicken, mutton, fish, beef, etc.)

 • To store all the purchased items properly as per basic rule (F.I.F.O.).

 • To issue the material to the user department of hotel after making proper record.

• To maintain the smooth flow of perishable and non-perishable goods for the department.

SALES & MARKETING DEPARTMENT

The main functions of this department are:

 • To sell the room nights and various conferences facilities to various clientele.

 • To sell the room nights to individual guest for holiday purpose.

 • To make the brand image of hotel in the market.

 • To act as an agent for hotel and provide various information of changes and u

 

COMMUNICATION DEPARTMENT

The main function of this department is:

• Maintenance of telephone connections for each room and other area of hotel.
• Maintenance of cable connections of televisions of rooms and other places of hotel.
• Maintenance of audio-visual equipments for conferences and parties.
• Maintenance of audio-visual equipments of the hotel.

       Organisation structure of a hotel

Two distinct structures frame the operation

and form of the modern hotel:

            .           Organizational structure

            .           Physical structure

                       

                        Differences notwithstanding, both the organizational structure and the building structure adhere to basic blueprints.

·        GM salaries are dependent on several criteria: the size of the hotel; the ADR the manager is able to deliver; and the revenue generated by the property.

·        Manager’s salaries ranging between $50,000 and $2,000,000 per year.

The median salary for general managers is  over $125,000 plus incentives

·        Every hotel, no matter its size and complexity, has an organizational structure that enables it to carry out its daily operations.

·        Hotels employ a vast number of people with a variety of skills. However, each hotel organizes this diversified  workforce in different ways. 

CONCLUSION

       Hospitality industry is a broad category of fields within the service industry that includes lodging, restaurants, event planning, theme parks, transportation, cruise line, and additional fields within the tourism industry. The hospitality industry is a several billion dollar industry that mostly depends on the availability of leisure time and disposable income. A hospitality unit such as a restaurant, hotel, or even an amusement park consists of multiple groups such as facility maintenance, direct operations (servers, housekeepers, porters, kitchen workers, bartenders, etc.), management, marketing, and human resourcesFrom the research material reviewed, it appears that despite extensive investment in is, hotels use is primarily for the purpose of automating operational functions. There is evidence of the use of is to support revenue maximisation objectives (through yield management). There is significantly lessis support for customer satisfaction objectives. Web presence has not generated significant new revenue streams and the main source of bookings remains the travel agent. Is support for personalisation is scant. The case study support this research.
The hospitality industry has a stronger passion for customer satisfaction than ever before and is should support this trend.
Winning technologies allow the management of geographically dispersed operations from one central location it is also one of the largest employment generators in the world. It has been a major social phenomenon and is driven by social, religious, recreational, knowledge seeking and business interests and motivated by the human urge for new experience, adventure, education, and entertainment. Tourism is both cause and consequence of economic development. It has the potential to stimulate other sectors in the economy owing to cross-synergistic benefits and its backward and forward linkages.the indian hospitality industry has emerged as one of the key industries driving growth of the services sector in india. It has evolved into an industry that is sensitive to the needs and desires of people. The fortunes of the hospitality industry have always been linked to the prospects of the tourism industry and tourism is the foremost demand driver of the industry. The indian hospitality industry has recorded healthy growth fuelled by robust inflow of foreign tourists as well as increased tourist movement within the country and it has become one of the leading players in the global industry. Foreign tourist arrivals (ftas) into the country increased steadily from 2002 to 2008. Ftas dipped in 2009, due to the global economic slowdown; however, the impact on the indian industry was much lower than that on the global counterparts. Ftas are expected to increase in 2010. On the other hand, domestic tourist movement within the country was the highest in 2009 from this project i came to understand that in tourism sector hospitality industry plays a vital role. In a beautiful destination there must have an accommodation facility. It can be concluded that in a service related business as in case of a café the need of education and training cannot be ignored. The basis of a strong and loyal customer base that is satisfied and happy with the services, there is a need to provide proper and systematic training to the staff members right from the front desk employees to the sales force o the hospitality workplace. Executives are also required to be trained on a different front to acquire some special skills required to be successful in hospitality workplace which is characterized with high attrition rate and low job satisfaction among employees. Computers can be used as an efficient and low cost medium of providing training to employees of a café. However, there is a need to install suitable equipment as per the designed training program so as to make the whole system affordable even for a small scale service oriented company.