ACCOMMODATION OPERATION & SERVICES

HospitalityIntroduction:Hospitality is derived from the Latin word hospitare meaning to “receive as a guest.”Hospitality is defined as the act of welcoming, receiving, hosting and entertaining guests. Hospitality refers to the relationship between a guest and a host. When we talk about “Hospitality Industry”, we are referring to all those industries or companies which are providing hospitality services in exchange of money.

What is a hotel?A commercial establishment providing lodging, meals/food and other guest services is called a hotel. In general to be called a hotel, an establishment must have a minimum of six letting bedrooms, at least three of which must have attached private bathroom facilities.

Types of HotelsCommercial hotels/corporate hotelsAirport hotelsSuite hotelsResidential hotelsResort hotels

Corporate Hotel

Airport Hotel

Resort Hotel

Functional Areas of a HotelA hotel’s divisions and departments (its functional areas) can be classified in almost as many ways as the hotel itself. One method involves classifying an operating division or department as either a revenue center or support center.• Revenue Center:

A revenue center sells goods or services to guests, thereby generating revenue for the hotel. The typical revenue centers include the front office, food and beverage outlets and room service.• Support Center:

It includes the housekeeping, accounting, engineering & maintenance & human resource divisions. They do not generate direct revenue, but provide important backing for the hotel’s revenue centers.

Difference between “Front of the House” & “Back of the House”

Front of the House Back of the HouseFront of the house are areas where guests interact with employees. Such areas include the front office, restaurants, lobby and lounges.

In back of the house areas, interaction between guests and employees is less common. Such areas include housekeeping, F&B production (kitchen), engineering, accounting and human resources.

Front of the House (Front Office)

Front of the House (Lobby)

Back of the House (Housekeeping)

Back of the House (Kitchen)

Operational Department of a HotelThe operational division of a hotel can be divided into two sub divisions:1. Rooms Division2. Food & Beverages

Rooms DivisionThis division of a hotel comprises of departments and personnel essential to provide the services, guests expect during a hotel stay.In general, the rooms division comprises of two major departments, the front office and housekeeping, which are involved in the sales or services of rooms to guests.

The Front Office• The most visible department in a

hotel.• The focal point of activity for the

front office & is prominently located in the hotel’s lobby.

• Guests come to the front desk to register, receive room assignments, and inquire about available services, facilities and the city or surrounding area and to check out.

• Other functions include receiving and distributing mail and messages.

• The functions of front office are to: Sell guest rooms, register

guests & assign guest rooms.

Coordinate guest services. Maintain accurate room

status information. Maintain guest accounts &

monitor credit. Other sections and responsibilities

of a front office department include:

The Front Office• Reservations:

Responsible for receiving and processing reservation requests for future overnight accommodations.

Work closely with the hotel’s sales & marketing division when large group reservations are being solicited or processed.

Must maintain accurate records & closely track room availabilities in order to avoid overbooking.

HousekeepingThe housekeeping department is responsible for cleaning and maintaining the guest rooms, public areas, office spaces and back of the house areas in the hotel so that the property is as fresh and attractive as its first day of business.A hotel which fails to provide clean rooms to their customers would lead to fewer businesses received by the hotel. Therefore, the housekeeping department and its staff play a vital role to ensure the profit and success of the hotel. In many hotels, the housekeeping department is the largest department in the hotel. A detail description of the responsibilities of housekeeping department includes the following areas:

Housekeeping• Cleaning of Guest Room

Floors: Guest rooms Corridors Service lift and floor

storage areas• Cleaning of Public Areas:

Lobby and lifts Public restrooms Recreation facilities, e.g.

tennis courts, swimming pools, gymnasiums.

Guest self-serviced laundry Business centers

• Cleaning of Staff areas: Offices of different

departments Staff canteen Changing and locker rooms Storage areas Other utilities Laundry services Gardening Pest control