Intro To Hotel Operation Handout

Chapter One
1. Introduction to the Hospitality Industry
1.1 Introduction
There is no one single and simple definition to explain the term of hospitality in this stage. Many
people have tried to describe the hospitality industry in different ways. Some tried to summarize
the scope of the industry and its characteristics of involving both tangible and intangible features
in the service delivery process. Others attempted to describe the industry by exploring the
stakeholders involved, mutual benefits generated and the industry’s impacts to the society and
economy.
The term hospitality is derived from French word ‘’hospice “which means ‘taking care of those
traveling’ ’Broadly speaking, Hospitality is the act of kindness in welcoming and looking after
the basic needs of customers or strangers, mainly in relation to food, drink and accommodation.
A contemporary explanation of Hospitality refers to the relationship process between a customer
and a host.
When we talk about the “Hospitality Industry”, we are referring to the companies or
organizations which provide food and/or drink and/or accommodation to people who are “away
from home”. The Hospitality industry is part of a larger enterprise known as the travel and
tourism industry. It is one of oldest industries in the world. In early days, traders, explorer,
missionaries and pilgrims needed a break in their journey requiring food, shelter and rest. People
opened their homes and kitchens to these weary travelers, and an industry was born. Although
accommodation today is varied and their service have changed and expanded over the ages, one
thing about hospitality industry has remained the same, guests are always welcome.
The main components of this industry are hotels, motels, inns, resorts and restaurants. In a
broad sense, the hospitality industry might refer to any group engaged in tourism, entertainment,
transportation or lodging including cruise lines, airlines, railways, car rental companies and tour
operators.
Injibara University Introduction to Hotel Operation Page 1

However the two main segments of the hospitality industry are the lodging industry (also called
hotel industry), and the food and beverage industry (also called restaurant industry).
1) Lodging, is a place to sleep for one or more nights. A business in the lodgingindustry
provides a place for people to sleep overnight. It can be one of many sleeping placessuch
as a fancy hotel, a youth hostel, an elder hostel, a campground, or highway side motel.
2) The food and beverage industry, also known as the foodservice industry, consists of
businesses that preparefood for customers.
Historical Background of Lodging/Hotel Industry

The past, present and perhaps the future of the hotel industry are closely linked. Today’s industry
is the result of social and cultural evolution. Comfortable, sanitary lodging was once considered
only the privilege of the wealthy, but with the industrial revolution and spread of democracy,
hospitality is not luxury anymore and now has become available to the common man. Advances
transportation, enable people to travel greater distance faster and at less cost. A world without
accommodation is indispensable in modern day life. Today lodging industry is complex and
diverse. To understand this we will trace the history of hotels, from the inns of ancient times to
modern luxury hotels, whose evolution has influenced as well as been influenced by social,
economic and cultural changes in society.
Taverns or Inns
The earliest hotels were called taverns or inns. They go back to thousands of years, for as long as
people have started traveling.
Caravanserais
When large camel caravan would cross the desert in Asia, there were hotels called
Caravanserais at which travelers rested and slept. Caravanserais were established along the
more traveled routes as travel spread throughout the East.
Inns in middle Ages
During the middle ages, there were few inns or hotels except in the cities. The church or the Lord
of the Manor often established special guest offices for pilgrims and other travelers. As road
were built and horse drawn stagecoaches began to carry passengers between towns and cities,
inns were built at a point where the coach stopped. The inns in the village or at crossroads had
limited and rough accommodations, seldom more than a common dormitory.
Inns in the Fifteenth century
In 15th century brought about fresh importance for the inn. A new merchant class began to
emerge due to an increase in trade. This meant more traveling was necessary: therefore a demand
for more and better inns was created.
Inns in Sixteenth century
The inns of the 16th century changed little from earlier times, although they were large and
somewhat spacious. Accommodation has improved greatly, for now guest could often have
private bedroom furnished with heavily carved oak furniture.
Inns in the Eighteenth century
With more regular business, the innkeepers realized the importance of their inns and tried to
offer more comforts to the weary travelers, they had better furnished rooms, a generous supply of
food and drink, waiters and serving maids eager to please the guests, and large stable for the
horses. As travelers from Europe ventured across the Atlantic to America, inns were built in
towns and villages and along the roadside. They become gathering places for not only for
travelers but also the local inhabitants. The inns was a place where people could refresh
themselves after work or hold evening meetings and share the events of the day.
Emergence of Hotels
The past on hundred years have brought about dramatic changes in the modes of transportation
as well as lodging accommodation. People from all walks of life started to travel. As travel
increased, the train service were launched and become more comfortable and faster. This was the
time when roadside inns started losing business as more people started to travel by train rather
than coach.

Traveling by train brought the travelers into the heart of town or city. Many hotels were built
near railroad stations for the convenience of passengers. This was the beginning of hotels as we
know of them. Many hotels that opened in the mid to late 1800s are still as popular as they were
when they first opened.
Hotel industry in Ethiopia

The business of inn keeping was started by the reign of emperor Menilik II. In the year 1896,
after the battle of Adowa, the victory was celebrated in the new capital Addis Ababa. In
connection with this historic event king Menilik started to sign a number of treaties with
European countries. As a result, a number of countries sent their representatives to Ethiopia.
Foreigners who come for different purposes were served by the people free of charges. Through
there were different guest houses on the gates of the trade routes, the guest houses gave service
only as a shelter. The local people were ordered by the central government to feed the travelers.
Travelers usually have a letter sent from the emperor.
Later on, the Emperor realized the problem of the people and opened different butcheries at
different guest houses to minimize the burden of the people.
On the inauguration of Entoto Mariam Church, the land lords and church leaders faced a
problem of getting shelter. The food and drinks were distributed from the palace.
From this event and others, Taytu realized the problem and founded a guest house “Ye engida
marefia”. The lodge was free for all Ethiopians coming from different corners of the country.
In the year 1907, Empress Taytu built the present Taytu Hotel at the cost of 50,000 thelers. Even
if the hotel has been established in the city of the city, it faced the problem of consumers.
As mentioned earlier, the people of Ethiopia was unfamiliar with Hotels & eating out from home
was taken as a shameful act. So one day Emperor Menilik himself invited the noble men and
said (Taytu has opened a restaurant, let me invite you).
On other day the king said to his nobles “Listen gentlemen! In foreign countries if a person
invites today, on the next day he will get invitation from them otherwise it is considered as a
shameful act”

Hotels as service provider in the modern day
Gone are the day when people looked upon the hotel for a bed and food. Now it provides almost
everything that guest needs. Hotels have become service providers for the guests in the all
possible ways. Different service rendered by hotel: banquet, convention centers, exhibition
centers, restaurants, catering service, secretarial service, banking, travel desk, swimming pool,
laundry etc.
These services are either wholly owned or run by the hotel or owned by hotel run on franchise by
experts in the field, or complement each other and also help in improving the occupancy of the
hotel.
Characteristics of the hospitality industry
 Shift work;
 The physical products of hospitality, e.g. food and drink in a restaurant or the actual hotel
room, are products that are sold at a price to the guests or customers (e.g. the price a
guest paid for renting a hotel room, or the price a customer paid for buying a meal in a
restaurant). These are often regarded as the tangible aspects of hospitality.
 The qualities of staff and the way they deliver the service are often more important than
the tangible products in making a hospitality experience satisfactory or unsatisfactory or
these are the intangible aspects of hospitality.
 Inseparability of Production and Consumption;
 Highly perishable product;
 No such thing as business hours;
 Hospitality operations run on a 24 hour basis all year round;
One of the problems that the industry faces is that hospitality workers are often minimum
wage earners who are unable to afford the service that they are providing.

Definition of Hotel
Hotels are defined in numerous ways from early times to today. A hotel is an establishment
providing lodging, meals and other guests’ services. It provides paid lodging, usually on a short-
term basis.
A building that provide lodging, meals and other services to the traveling public on a commercial
basis.
Importance of hotel
a) Hotels play an important role in most countries by providing facilities for the transaction
of business, for meeting and conferences, for recreation and entertainment.
b) In many areas hotels are important attraction for visitors who come with their sending
power and spend at a higher rate than they do when they are at home. Through spending
by visitors hotels thus often contribute significantly to local economies both directly and
indirectly.
c) Proving a lot employment opportunities for local people.
d) Earning foreign currency through the goods and services provide to foreign visitors thus
improving balance of payments.
The Relationship between Hotel and Tourism

The hospitality industry is a part of a wider group of economic activities called travel and
tourism industry. Tourism refers to a collection of industries providing necessary and essential
service to the traveling public. These services may include:
Transportation (e.g. car rental and travel agents)

Specialist shops (e.g. gift shops, souvenir shops,
In the presence of tourism, always there is a hotel to provide accommodation and food and
beverage service for tourist’s .So hotel and tourism are sides of a coin which are inseparable.

Career prospect of the hospitality industry
From hotel, events and catering management to business development and marketing, a degree in
hospitality management provides you with the skills and knowledge for a successful career.
Jobs directly related to hospitality
 Accommodation manager
 Catering manager
 Chef
 Conference center manager
 Event manager
 Fast food restaurant manager
 Hotel manager
 Restaurant manager
Jobs where you would be useful include:
 Air cabin crew
 Customer service manager
 Fire risk assessor
 Human resources officer
 Marketing executive
 Retail manager
 Tour manager
 Tourism office

Chapter Two
Classification of Hotels
A. Classification According to Location
Hotels can be classified according to their location or where they are situated. The following are
types of hotels according to their location;-
1) Suburban Hotels: These type of hotels are situated away from the city or town. The aim is
to keep away from the hustle and bustle, chaos and confusions of the town. Guests who
choose to stay here are mainly those who want to be way from the city or town environment
for few days, researchers, writers, poets etc.
2) Downtown Hotels: These are types of hotels which are situated in the heart or center of the
city/town. Generally people who stay in such types of hotels are who come for some work in
the city, such as for business. These hotels are called as City hotels.
3) Motels Hotels: Motels are type of hotel which is situated on highways (main roads). Motels
are designed to serve the needs of motorists. They must provide car parking, garage,
accommodation, rest facilities and recreational facilities and hence motels are generally
equipped with filling stations, accessories, restaurants etc. Hotels have easy access to
highways, being located on highways or at road junctions. Motel accommodation is ranked
with hotels in general in many countries. The length of stay in these type of hotels is usually
short period and their frequent customers are travelers who passed through.
4) Resorts Hotels: Resort is a place used to relaxation or recreation. It is type of hotels located
at a desirable vacation spot such as beachfront, lakeside, mountain side, or on golf course.
Resorts offer fine dining, exceptional service, activities unavailable in most other
establishments, many amenities. Generally resort is an establishment which attempts to
provide for all or most vacationer’s wants while staying there such as food and beverage,
lodging, sports, entertainment and shopping.
5) Floatels: These are floating hotels and situated on the surface of water such as, sea, Lake
Etc. such hotels provide exclusive and interesting atmosphere. All the facilities of first class
hotels are there in this category of hotels, in many countries old luxury ships have been
converted to floating hotels.
6) Airport Hotels (Airtel): These hotels are situated near to airports. The location of air [ports
are far from cities, the growth of the airline industry. The increase in air traffic and the
postponement or cancellation of flights has made the airlines companies responsible to take
care of hundreds of transit passengers and built the hotels near to air ports. These hotels get
business from other travelers who entail a place to rest while waiting for connecting flights.
It provides room, restaurant facilities, coffee shop and dining room, most hotels have added
banquet and meeting rooms to attract the social function and meetings from companies
located nearby.
B. Classification According to Size (number of rooms the hotel have)
Basically there is no settled rule to classify hotels based on size, countries follow their own rules
according to development of the industry. These are the most common;-
1) Small Hotels: are hotels with less than 100 rooms.

2) Medium Hotels: hotels with 100-200 rooms.
3) Large Hotels: hotels with 201-300 rooms.
4) Very large Hotels: hotels with 300 and above rooms.
I. Small Hotels: Hotels with 25 rooms.
II. Medium Hotels: with 26- 99 rooms.
I. Large Hotels: with 100-299 rooms.
II. Very large Hotels: with 300rooms and above.
C. Classification according to Facilities and Amenities
Hotel cab be classified hotel in to five main types based on facilities and amenities provided
by the;-
1) Economy/Limited Service Hotels: These type of hotels provide efficient, clean private
rooms with common bath the furnishing and décor are moderate. Initially these hotels have
no telephones or television in the rooms, but now a days most of them have those things.
Food and beverage service may not be available, bell attendants, door attendants and
concierge facilities (information desk). To maintain these economy hotels, they are located

on inexpensive real estate areas and constructed at relatively low costs. Operating cost are
kept low by eliminating food and beverage service and employing minimum staffs
2) Mid-Market Hotels: The modern mid-market hotel is a descendant of the first commercial
hotel, offering comfortable accommodation with private bath, on-premises food and beverage
service and uniformed bell staff these hotels, also called “Standard or Tourist Class Hotels” ,
offers above average luxury and comfort, professionally designed décor and may also have
scenic views or advantageous location.
3) All-Suite Hotels: The all-suite hotel was invented to compete with first class hotels by
offering above average service facilities at mid-market rates. A typical all-suite hotels offers
separate sleeping and living areas along with benefits like, a kitchen and a stocked bar. Some
hotels offer food and beverage service and bell staff.
4) First-Class Hotels: A typical first-class hotel is luxurious or semi luxurious, with
exceptional comfort and décor, highly trained staff and above average food and beverages.
These hotels are also referred to as executive or superior hotels, often having luxury suites,
two or more dining rooms and cocktail lounge. Many accommodation have excellent views
and fully stocked bars.
5) Luxury or Deluxe Hotels: These hotels represent the highest standard of excellence in the
level of luxury and comfort, cleanliness and efficiency, staff specialization, competence and
courtesy, diversity and quality of food and beverage service. A typical deluxe hotel has two
or more dining rooms, and family style restaurant. Most of these hotels have excellence
views, location and ambience.
D. Classification According to Ownership and Management
1) Independent Hotels: These hotels are on ownership basis and have no affiliation or contract
through any other property and also have no tie-up with other hotels with regards to policy,
procedures and financial obligations. The advantage in this type of hotel is that they need not
to maintain a particular image or the brand name and to achieve set targets, but can
independently adapt quickly to the changing trends.
2) Chain or Group Hotels: A chain is usually classified as operating under a management
contractor as franchise or referral group. Chain usually make certain rules regarding

standards, rules, policies, procedures of affiliation etc. in general, the more centralized the
organization the stronger the control over the individual property.
a. Franchise: Franchise is a system in which the franchise owner grants another the right or
privilege to merchandise a product or service for a specified return.
Franchise agreement is an agreement under which the owner operates as a member of the
chain, utilizing the brand image, name, and goodwill and obtaining for a certain fee some
services of marketing and operating nature support from resource of a large. The best
franchising companies are Holiday Inn, Sheraton, and Hilton etc.
3) Management Contractual Hotels: Management companies are organizations that operate
properties owned by other individual. The contract is entered on long term basis between the
owner and the operator and usually as per the contract for instance; the owner retains the
legal and financial responsibilities, operators pay for the operating expenses and collects
from the owner an agreed upon fees, owner is responsible for paying taxes, insurances and
serving debt. Management companies only take over the management of the company,
whereas the franchising companies provide the financial assistance, advertising, central
reservation facilities, marketing etc.
4) Referrals: Referral groups consists of independent hotels which have grouped together for
some common purpose. Though the properties in referral group may be different from each
other but there is sufficient consistency in the quality of service to satisfy guests’
expectations. The member hotels recommended guests to other member hotels. Best Western
International, one of the largest hotel chains in the best example of referral groups.
E. Classification According to Types of Plans or Tariff
Hotels can be classified in to four based on type of plan;-
1) European Plan: In this case only the lodging. I.e. bed is offered. Thus the charges are made
for lodging only. The guest is to take or not to take teas, breakfast, and meals in the hotel.
The guest is booked to pay for lodging only and charged separately for all other services they
consume. This system is generally followed by hotels which are situated in metropolitan
cities. Almost all the public sector hotels are run on this basis.

2) Continental Plan: In the case of continental plan bed and breakfast are included in the tariff
charge. Thus bed is offered alone with breakfast and the guest is, however, guests are free to
take meal and tea as they likes. Thus the guest tariff includes lodging and bed and breakfast
and for other the guest are expected to pay separately billed.
3) American Plan: Hotels where American plan is prevalent, accommodation, and three meals
daily are include in the price of the room. It includes bed, breakfast and two principal meals
and evening tea.
4) Modified American Plan: The tourists mostly prefer this plan, as it is comparatively more
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.
F. Classification According to Guests Length of Stay
1) Residential Hotels: These hotels offer rooms/apartments on monthly basis and even if a
guest stays for a part of the month, is normally charged for the full month. The best examples
for these hotels are hostels, paying guest houses for students, trainees, working people etc.
These type of hotels normally operate on European plan.
2) Semi-Residential Hotels: Most of the hotels in the resent days are semi residential hotels
and are located throughout the country. The guests, staying in these hotels, are required to
pay room rent on daily basis. The hotel may offer a special allowance on room rent to these
guests.
3) Transit Hotels: Motels and airport hotels are the best example of these hotels. These hotels
are patronized by those guests who are in transit and will be travelling further to their
destinations. Sometimes these hotels also charges room rent for half day as gust would like to
stay just for a few hours.
G. Classification According to Guest’s Purpose of Visit
Hotels can be classifies into two types based on guests purpose of visit
1) Commercial Hotels: These ate hotels which offer accommodation, food and beverage and
other services to travel business travelers. Example; - Downtown hotels, motels.

2) Tourist Hotels: These are hotels which offers accommodation, food and beverage,
recreation and other guest services to the people are travelling for leisure. Example;- Resort
H. Type of Guest (client)
Hotels can be classified in to four based on type of guest visiting the hotel;-
1) Business Hotels: These type of hotels are visited and prefer by business persons like,
Downtown hotels,
2) Leisure Hotels: These type of hotels are visited and prefer by leisure traveler or tourist who
come to be relaxed and entertained like, Resort hotels
3) Meeting or convention Hotels: Meeting hotels
4) Boutique Hotels: These are very small and very expensive hotels and mainly cater for elite
class.
I. Based On Star Rating
Hotels are classified in to star category based on standard of service they provide. Basics for
classification of hotel into star category include employees knowledge, skill, ethics, experience,
grooming etc., employees' care and handling, types of services it provides, types of facilities and
their quality, interior and exterior design. Facility is something, such as place, amenity, material/
equipment provided designed, built, installed, provided etc to serve specific purpose or function
affording a convenience or service. It is something that makes an action, operation or activity
easier in doing something. Facilities support the production and service to make it efficient and
effective.
Therefore, based on star rating hotels are classified in to 1 star, 2 star, 3 star, 4 star and 5 star
categories
1 star (Category I) hotel:

 Reception desk from 7:00 till 22:00 or on request;
 Minimum size of single bed – 90 x 190 cm, double bed – 140 x 190 cm;
 Bed linen changed after 5 nights of stay as well as after the guest’s stay at hotel;
 At least one toilet for every ten rooms that do not have en-suite toilets;
 At least one bathroom for every ten rooms that do not have en-suite bathrooms;
 Room, where breakfast service available, breakfast with cold dishes.
2 star (Category II) hotel:

 At least 40% of rooms with private bath / shower and toilet available;
 Reception desk from 7:00 till 24:00 or on request;
 Bed linen changed after 4 nights of stay as well as after the guest’s stay at hotel;
 Size of beds: single – 90 x 190 cm; double – 140 x 190 cm;
 Floor area of shower / bathroom and toilet inside – at least 3.3 m2;
 At least one toilet for every ten rooms that do not have en-suite toilets;
 At least one bathroom for every ten rooms that do not have en-suite bathrooms;
 Room, where breakfast service available, breakfast with cold dishes;
 Separate public toilets, if there are 20 or more guest rooms.
3 star (Category III) hotel:
 All floors, with the exception of two, shall be accessible by lift from the same floor as
reception desk;
 Equipped conference hall;
 Internet availability at the lobby;
 All rooms with shower and toilet;
 Floor area of shower / bathroom and toilet inside – at least 3,8 m2;
 Minimum room floor area: 10 m2 – single room, 15 m2 – double room;
 Size of beds: single – 90 x 190 cm; double – 140 x 190 cm;
 Breakfast room or cafeteria and restaurant;
 Lunch and dinner served at restaurant;
 Separate public toilets for men and women.

4 star (Category IV) hotel:
 High quality furniture and equipment in common style;
 All floors, with the exception of one, shall be accessible by lift from the same floor as
reception desk;
 Separate service elevator;
 Several equipped conference and seminar rooms are available;
 Minimum room floor area – 12 m2 single room, 17 m2 – double room, at least one
apartment two room – 40 m2; three room – 55 m2;
 Minimum size of single bed – 100 x 200 cm, double bed 140 x 200 cm, 210 cm long
available;
 Mini bars;
 Internet and e-mail connection in the guest rooms;
 At least 4 toiletries with the exception of soap and shampoo for each guest;
 Breakfast with a range of hot dishes;
 A la carte restaurant
5 star (Category V) hotel:
 High quality exclusive furniture and equipment in common style;
 All floors shall be accessible by lift from the same floor as reception desk;
 Several conference halls with catering possibilities;
 Purchase of exclusive gifts and souvenirs;
 Ice machine or option of having ice in guest rooms;
 Minimum room floor area – 13 m2 single room, 18 m2 – double room; apartments 2% of
all rooms – 2 room – 40 m2; three room – 55 m2;
 Air conditioning in all rooms;
 Minimum size of single bed – 100 x 200 cm, double bed 150 x 200 cm, 210 cm long
available;
 Bed linen changed daily;
 Bathrobe per guest;
 Internet and e-mail connection in the guest rooms;
 Towel drier;
 At least 5 toiletries with the exception of soap and shampoo for each guest; ballroom or
night-club;
 Several a la carte restaurants;
 Hairdresser and beauty salon if more than 100 rooms;
 Indoor swimming pool and / or fitness or health centre as well as changing rooms and
shower facilities and / or sauna and relaxation area;
 A playground or room for children and a special menu for children is available in hotels
for families.
J. Based on level of Service
a. Full-Serve Hotel (Luxury Hotels): are known for their lavish decor and extraordinary
service. With superior amenities, accommodations at luxury hotels are designed to
thoroughly pamper and impress guests.
b. Budget Hotels: Usually budget hotels are designed for travelers looking to maximize their
funds and minimize expenses.
c. Self-Catering Hotels: offer clean albeit simple rooms that provide the basics of places to
sleep and shower. Guests are expected to prepare their food, clean and tidy their rooms, and
also do their laundry. These types of hotels are popular in North America.

CHAPTER THREE
ORGANIZATION AND DEPARTMENTS OF A HOTEL
Introduction
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 referred to as organization chart. Moreover, the
organization chart shows reporting relationships span of management, and staff/line functions.
There are two types of relationships that might exist between any two functions at any
organization chart. These are:
1. Solid Lines: (i.e.:) this kind of relationship shows Direct Line Accountability. To
illustrate, if position A and B are linked with a solid line, it means (for example) that A shall
report to B, that B shall tell A what to do, when to do, and how to it. Lastly, B shall be liable
(i.e. responsible) for A.
2. Dotted Lines: (i.e. ---------) this kind of relationship entitles both positions linked with
dotted lines to have a high degree of Cooperation and Communication but not a direct line
accountability. Usually in the hotel industry, where the sole aim is to satisfy guests, positions,
whatsoever level in the hierarchy they occupy, shall coordinate jointly their efforts so as to
provide quality, standard product to their customers. Therefore, examples of dotted lines are
numerous in hotel organization charts.
Every organization chart shall be flexible, to reflect the ever-changing environmental dynamics
and, hence be able to survive. In accordance, organization charts shall be reviewed periodically
in order to determine whether the actual organization still match the environment needs (i.e.
guests, employees, technology, competitor's needs…) or not. A SWOT analysis (i.e.: Strengths,
Weaknesses, Opportunities, and Threats) shall be a good start to initiate a change in the
organization chart or not. Last but not least, it is of extreme importance that there are no 2 hotels
having exactly the same organization chart, and that a hotel might have an organization chart
change over time. For, organization charts shall be tailored to fit the needs of each individual
property.
Organization of Hotel
The day-to-day operations of a hotel are the key factors determining the success or failure of its
service. It is necessary to understand the structure of hotels in order to get an overview of how
the organization fits together.
The following organizational criteria determine the staffing composition of a hotel:
A hotel’s size classification

A hotel’s location type
A hotel’s product type (service level and target market)
The above figure shows major departments of five star hotels.

Major Departments of Hotel
Besides classifying units or departments according to their functions, there are also two other
types of classification which are commonly used in describing the nature of hotel departments:
1. ‘Revenue centered’ and ‘Cost centered’ Departments; and
2. ‘Front-of-the-house’ and ‘Back-of-the-house’ Departments.
Revenue Centered and Cost Centered Departments
This approach is trying to differentiate between departments revenue-wise. In fact this approach
entitles that if departments generate revenue to the hotel through the provision of goods and
services to guests (ex. Rooms Divisions, Food and Beverage department …, it is called a
revenue center. On the other hand, if departments incurs costs without directly contributing to
hotel profitability, it is called a cost center (ex, Accounting, Maintenance and Engineering…).
Front-of-the-House and Back-of-the-House Departments
Besides the revenue centered and cost centered classifications, it is quite common that hotels
would also group their units or areas into ‘front-of-the-house’ and ‘back-of-the-house’. This
approach classifies departments according to department staff’s frequency of communication
with guests. If the communication between staff and guest is frequent (ex. Front Office, Food
and Beverage Departments), then the department is said to be a front of the house department,
if the communication between staff and guest is non-existent or on occasions, then the
department is said to be back of the house department.
1) Front Office Department
In a statistics conducted by the U.S. Lodging Industry in 1995, it has been shown that the
majority of hotels revenues (60.2 %) are generated from Front Office Department under the form
of room sales.

The front office is the nerve center or hub of a hotel. It is the department that makes the first and
last impression on the guests, and the place that guests approach for information and service
throughout their stays.
The three main functions of the front office are as follows:
Selling rooms;
Maintaining balanced guest accounts; and
Providing services and information to guests.
A. Front Desk (Reception)
Front desk is the center of a hotel, the place where guests turn to seek information, to get help,
and to register most of their complaints.it is responsible to sell hotel rooms, Coordinate guest
services, Provide information, Maintain accurate room statistics, and room key inventories,
Maintain guest account statements and complete proper financial settlements.
B. Reservation
The reservations area is crucial to the success of a hotel. It is responsible for booking of rooms in
advance. It is responsible for the receiving of the room requests, reservation analyzing and
documentation of the room requests received. This section of the department depends upon the
size of the hotel; if the hotel is small sized there may be not be a separate section for
reservations. This section is mostly found in mid-sized and large sized hotel, there should be
close relation-ships with Sales and Marketing Division concerning Large Group Reservations.
C. Telephone
Responsible to, Answers and distributes calls to the appropriate extensions, whether guest,
employee, or management extensions, Places wake-up calls, Monitors automated systems,
Coordinates emergency communications.
D. Guest Relation

Guest relation is one of front office sub-section which is responsible for, providing local
information for guest, Promoting in-house functions, facilities and services; and assisting front
desk staff when they are busy and assisting guest to check out.
E. Concierge
Concierge is a sub-section of front office responsible for, Providing information/advice on hotel

products/services, entertainment, attractions, sightseeing tours and local restaurants; Reserving
tables at restaurants and tickets to shows; Handling guest requests and inquiries, e.g. shopping
request and an inquiry concerning the direction to a local bank.
F. Airport Representative
Airport representative is responsible for arranging hotel transportation for guests to and from the
airport.
G. Bell and Door Attendant (Uniformed service)
Bell Attendants: Ensure baggage service between the lobby area and guestrooms
Door Attendants: Ensure baggage service and traffic control at hotel entrance(s)
2) Food and Beverage Department
According to U.S. Lodging 1995 statistics, F&B Department constitutes the second largest
revenue generator of a typical hotel with an average of 23.1 for Food sales, and 8.6 % for
Beverage sales. In a five-star hotel, Food and Beverage outlets might have the following forms:
Quick Service, Table Service, Specialty Restaurants, Coffee Shops, Bars, Lounges, Clubs,
Banquets, Catering Functions  Wedding, Birthdays…
 Food and Beverage Service: Food and beverage service department deals with service
of different food and beverage items in attractive and pleasing manner which creates
good impression on the guest. It is the second revenue generating department. In addition

it provides its service through different selling outlets like, restaurant, bars, lounge, room
service, coffee shops…
 Food and Beverage Preparation: Food and beverage preparation or production is one
part of food and beverage where various food and beverages items prepared. It makes the
food attractive and palatable using different cooking methods. It is not visible department
to the guest because it is usually works in the back area.
3) Housekeeping Department
The housekeeping department is called back bone of the hotel and 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. For both business and
leisure travelers, having a clean room is the basic requirement for their staying in a hotel. It is
also supported by numerous surveys conducted by the hotel industry which constantly indicate
cleanliness as the prime factor in guests’ decision of selecting a hotel. A hotel which fails to
provide clean rooms to their customers would lead to less businesses received by the hotel.
The housekeeping department of a large-sized hotel comprises of the following sections:

Laundry department, Uniform and linen room, Housekeeping office, Guest floors, Public areas,
Health club, Floral and plant arrangement.
4) Human Resource Department
The human resources (personnel and training) department is responsible for hiring, orientation,
training, wages and benefit administration, labor relations, employee relations, and staff
development.
5) Marketing and Sales Department
A typical hotel should have marketing and sales division. However, if the staff size, volume
business, hotel size, expected arrivals is low enough, the hotel might have marketing staff placed

under the reservation department (i.e. No need for marketing and sales division).
The main functions of the sales and marketing department involve generating new businesses for
the hotel, coordinating advertising, as well as sales promotions and public relations activities
aiming at enhancing the hotel’s image.
6) Accounting Department
Accounting department is responsible for:
 Monitoring all of the financial activities of a hotel. Examples include overseeing

accounts receivable, accounts payable, payroll, and cost control systems of the hotel;
 keeping records of assets, liabilities and financial transaction of the hotel;
 Preparing the monthly profit-and-loss statement, coordinating with purchasing
department and information technology department, and handling guests s’ inquiries
about billing.
7) Engineering Department
The engineering department is responsible for maintaining the physical plant of the hotel such as
electricity, plumbing, air conditioning, heating and elevator systems; and for overseeing all
mechanical and technical conditions of the hotel.
8) Security Department
Security is an important concern in every hotel. The security department is responsible for
implementing procedures which aim at protecting the safety and security of hotel guests, visitors,
hotel employees and the hotel itself. Examples include monitoring surveillance equipment,
patrolling the hotel premises and maintaining security alarm systems.
Other Departments (Divisions)

All the above mentioned departments and/or divisions should exist in a typical five-star hotel,
however there might be some revenue generators that are specific to certain hotels but not
existing in others. Below is a list of some possible extra or other divisions that might exist in a
hotel:
1. Retail Outlets (i.e.: Shops rented to outsiders or managed by the hotel)

2. Recreation Facilities (ex: Fitness Center, Tennis Courts, and Cinema Saloons…)
3. Conference Centers
4. Casinos (Night Club)

CHAPTER FOUR
Communication among Hotel Departments
Although the type of hotel, the size of hotel and the work in each departments may be small
enough, but there should be close cooperation among departments for smooth running of the
hotel.
Front Office Interaction with Other Departments in the Hotel
The front office staff interacts with all other departments of the hotel, including marketing and
sales, housekeeping, food and beverage, maintenance, security, and human resources. These
departments view the front office as a communication liaison in providing guest services. Each
of the departments has a unique communication link with the front office staff.
Front office and Housekeeping
Guestroom in the lodging properties are sold by front office, for this to be done efficiently there
must be a constant exchange of information between the two departments and each must
understand the work and possible difficulties of other. The housekeeper relies on the receptionist
to let them to know on which days guests are arriving and leaving, when VIPs are expected.
Housekeeping and the front office communicate about housekeeping room status, the report on
the availability of the rooms for immediate guest occupancy. The following are some of the
common abbreviation used by the housekeeper during room- check;
 O C = Occupied Clean (The room is occupied and has been cleaned by room attendant
 OD = Occupied Dirty (The room is occupied and hasn’t been cleaned by room attendant)
 XB = Extra Bed (An extra bed is being used in the guest room)
 DND = do not disturb sign in the door (The guest has requested no disturbances)
 C/O = guest has or will check out today (The guest has paid the bill and checked out his/
her room )
 VR or VC = Vacant ready (room is ready to be occupied)
 B = slept out (guests did not use the room but baggage is still in the room)

 VD = Vacant dirty (guest has checked out of the room, but the housekeeping staff has
not released the room for occupancy)
 OOO = out of order (room is not available for occupancy because of a mechanical
malfunction).
Guest requests for additional or special amenities and guest room supplies may be initiated at the
front desk. The prompt relay of requests for extra blankets, towels, soap, bed Board, baby sitter,
and shampoo to housekeeping is essential. This is hospitality at its best.
In addition other communication between the front office and housekeeping involves
information about early check-in of groups and lost and found items.
Front office and Food and Beverage
Family reservation
Group arrivals
VIPs Expected
Guest account Settlement: In a hotel that has point-of-sale terminals, computerized cash
registers that interface with a property management system, information on guest charges
is automatically posted to a guest’s folio—his or her record of charges and payments.
When a hotel does not have such terminals, the desk clerk is responsible for posting
accurate charges on the guest folio and relies on transfer slips.
Front Office and Security Department
Security Department Communications between the security department and the front office are
important in providing hospitality to the guest. These departments work together closely in
maintaining guest security. Fire safety measures and emergency communication systems as well
as procedures for routine investigation of guest security concerns require the cooperation of these
departments.
Front Office and Maintenance or Engineering Department
The maintenance or engineering department and front office communicate on requests for
maintenance service, the requests from guests for the repair of heating, ventilating, and air-
conditioning units, plumbing, televisions, and other room furnishings are directed to the front
desk, which relays them to the maintenance department.
Front Office and Marketing and Sales
The marketing and sales department relies on the front office to provide data on guest histories,
or details concerning each guest’s visit. Some of the information gathered is based on ZIP code,
frequency of visits, corporate affiliation, special needs, and reservations for sleeping rooms.
The guest history is a valuable resource for marketing and sales, which use the guest registration
information to target marketing campaigns, develop promotions, prepare mailing labels, and
select appropriate advertising media.
Front office and Human Resources
The human resources department provides staff training and recruitment service to the front
office. It also sets up the staff grooming and discipline standard for staff to follow.
Housekeeping interaction with Other Departments in the Hotel
The following are brief descriptions of the relationship of housekeeping department with other
departments:
Housekeeping and Front Office
Rooms are the main concern of both departments. They must continually exchange information
on room status so that check-out rooms can be returned as quickly as possible.
Housekeeping and Maintenance
In the course of the day housekeeper finds may items required attention such as faulty electrical
plugs, TV, lights, heating, air conditioning, and so on, it is therefore important that good
communication between the two departments exists at all times.

Housekeeping and Food and Beverage
There is great cooperation between two departments, on cleaning of food and beverage outlets
and preparation areas. In addition the laundry department which sometimes works under the
housekeeping department must ensures that the food and beverage department is supplied with
adequate supply of linens and uniforms.
Housekeeping and Purchasing
The Purchasing department buys all cleaning and guest supplies. Its relationship with the
housekeeping department is self-evident. When it comes to deciding what brand, quality or size
should be stocked - whether the item is cleaning powder or mattresses - the executive
housekeeper and the purchasing agent must pool their knowledge to consider the characteristics,
cost and availability of the products.
Housekeeping and Human Resource
Communication between housekeeping and human resource department is about staffing,

orienting, training and developing employees, promotion, compensation etc.
Food and Beverage Service and Food and Beverage Preparation
 Menu of the day

 Reservation
 Special request
 Unavailable dishes
Human Resource Department
 Staffing (recruiting) employees

 Promotion
 Compensation
 Training and developing employees
 Orientation or Rules and regulation

CHAPTER FIVE
Hotel Guests and Products
A hotel customer or client is called a guest because the hotel offers homely and professional
service to him, and establishes an intimate relationship with him during his stay.
Hotel guests may be defined as “people who have, who are, or who will be availing the services
of hotel, for a particular period in order to satisfy their demand for accommodation, food and
beverage or entertainment, for which they are willing and able to pay”.
Guest relation is the integral part of the hotel industry. It is a means for the management to reach
out to the guest and convey to him the feeling of warmth and welcome.
Guest Classification
A guest may be classified under following headings:
1. Guests on the basis of PRESENCE in the hotel: an expected guest, an in-house guest and
check out guest.
2. Guests on the basis of RECOGNITION: regular guest, V.I.P., special attention and
distinguished guest and new guests
3. Guests on the basis of REVENUE: paying guests and Complimentary Guests.
GUEST’S BEDROOM AND PROPERTIES

A guest’s bedroom in hotel house-keeping is an apartment or a chalet reserved for
sleeping and resting purposes and if possible to receive catering services such as foods and
drinks from room services. Some guests derive pleasure eating and relaxing with drinks in his
room instead of going to the restaurant to eat or to the bar to drink. However, room services
attract additional charges which the guest has to pay for. This is another source of revenue to the
hotel management.
The properties in a guest’s bedroom are of two types: namely:
That which belongs to the house-keeping department that is all the furniture, equipment,
electronic, bed linens and other amenities provided for the comfort and satisfaction of
guests. The second is that which the guest brought for his own personal use. However, we shall
concern our discussion to the management’s properties.
Types of guest rooms
Hotel accommodation varies in different ways:
 By grade or standard, depending on size, decor and furniture, location/view and in-room
facilities. (E.g. A hotel may classify its rooms as standard, superior and deluxe - or have
its own special terminology to describe different grades). Customers are unlikely to know
what these descriptors mean, so reservations staff will have to be able to describe the
amenities provided by each grade of room - and the value added at each higher grade:
superior rooms are larger, say, or have bathrooms, or mini-bar facilities.
 By number and size of beds per room. This is the main way in which prospective guests
will enquire about rooms.
 By target customer. Some hotels offer special types of accommodation for
particular types of customer.
Number of beds per Size/width of

Type of room room bed Occupants per room
Single 1 (single bed) 3 feet 1
2 - but may be let for single
Twin 2 (single beds) 3 feet occupancy
Double 1 (double bed) 4 ft 6 inches occupancy
Queen 1 (queen size) 5 feet occupancy
King 1 (king size) 6 feet occupancy
3+ (double plus singles or
Family bunks) 3+
FACILITIES IN A GUEST BEDROOM

The followings are essential if not compulsory facilities which should be available and be
provided in a guest room to enhance maximum comforts, and satisfaction and to prevent “I am
not satisfied” by the guest.
THE FURNITURE
Bed
The traditional impoverished sleeping from the floor mat to the thatched beds which changed to
the iron beds and today, we have beautifully designed bed cabinet. The modern beds are being
made from different types of wood finishes such as: the Mansonia wood, Plywood, Black
Afara wood, Mahoganny wood.
Mattress and Pillow
There are two types: High density mattress and Low density mattress. High density mattress is
made from rubber foam which is strong, hard, heavy to carry, durable and expensive. It gives
maximum comfort and does not cause back injury such as back pain and side pains. It does not
go down when a guest lies on it.
A low density mattress is equally made from plastic foam but is soft, nondurables and less
expensive. When a guest lies on it, the spot of the body always appear by pressing – down. The
purchasing officer has to be experienced in knowing the differences.
The pillows are either soft or hard. A soft pillow is preferable to hard pillow. Hard pillows can
cause neck strain.
The Wardrobe
Bedroom wardrobes are made usually from plywood having partitions inside with two doors or
sliding wood door. Wardrobe is to safeguard guest personal properties and to prevent his articles
from being scattered in the room and hence makes the room untidy.

Dressing Mirror Cabinet
Dressing mirror cabinet are made from a high quality wood finishes such as Mansonia wood and
Plywood. This cabinet comes in various decorative designs with a cushion stool used to sit down
for proper make-up. A very thick mirror glass of high quality is attached to the top back side of
the cabinet. The cabinets drawer where guests keep their cosmetics especially women.
The Upholstery Chairs and Stool
The type of upholstery chairs and stool provided in a guest’s bedroom adds additional elegance
and interior decorative effects. A full upholstery chair in a room which is meant for guests'
relaxation elevates the standard of the room. The stool is for putting drinks and other items.
The Reading Chair and Table
These are optional and can be provided on request. In order to economies the available space in
the room and avoid congestion, chairs and tables are not in many cases provided.
The Carpet
Wall-to-wall carpeting of a room adds glamour to the furnishing of the room and also improves
the internal decoration. Carpet is very silent when stepped upon and it also provides warmth. A
carpet should blend with the colour of the ceiling and the wall. However, much care should be
taken to always avoid water, drinks and other solution pouring on it. This makes carpet to have
bad odour which may adversely affect the life span.
THE BEDLINES
In the house-keeping, bedlines comprises the followings:
 Bed sheets, are used to dress the bed
 Blanket/Duvet used to provide warmth on the dressed bed
 The pillow cases are used to cover the pillows. Usually a room must have not less than
two pillows and maximum of four
 The towels and the face towels for cleaning body after bath and face towel for cleaning
face.
 The bedcover which is a thick material is used to cover the dresses bed and to prevent dirt
and dust on the bed sheets and pillow cases
 The windows blinds to protect guest’s privacy
ELECTRONICS
Color Television: A color television is another entertaining facility to enable guest watch
movies, listen to the news and to keep a guest from boredom.
Telephone set: A telephone set for communication to make request for a room service or any
important enquiries at least within the hotel environment is a good convenient facility. This saves
guests time walking distance or coming down from his room to the reception or other
department.
EQUIPMENT
The Air conditioner is to provide a conducive atmosphere. During the heat period usually the
dry season
There are 3 types of air-conditioners:

 The central ceiling system which is now gradually being phased out.
 The window air-conditioner unit
 The split unit which is now current in use.
Refrigerator is used to preserve drinking water, some fruits and vegetables bought by the guest.
Water Heater in the bathroom or a Central Heater is used to provide both cold and hot water.
During the cold season, guest does not use cold water except hot water for washing purposes.
Bath plate and Bath Tray: The choice of bath plate and bath tray has to be given careful
thought when purchasing either. Consider the safety of their uses. Bath plate often times causes
accident and injury to the guest when taking bath. The surface becomes very slippery when
foam from soap runs over it. The use of it is very dangerous if proper and attentive care is not
exercised. The bath tray is inserted inside the ground. This is safe and not dangerous as the guest
can stand very well inside it and well balanced.
ELECTRICAL FACILITIES
Bedside lightings which is adjustable for reading while on the bed is another good provision to
provide convenience. This light must not be too harsh. It should be of the normal voltage apart
from the central light in the room.
OTHER FACILITIES
Other facilities include: - waste baskets for throwing pieces of paper and tissue paper used for
blowing nose etc; Ash-trays to prevent cigarettes and falling on the carpet and thereby
destroying it; Glazed pictures on the wall; room flowers; provided it will not occupy space and
cause inconveniences.
Equipping hotel bedrooms depends on the standard or luxury rating of hotel. A 50 – bedroom
hotel which classified as a small hotel, because of the available number of rooms can by far look
more attractive and luxuries than a 100 – bedroom hotel.
However, the more the furnishings the more the luxuries; and the more is the standard, the more
the patronage, the higher is the tariff, the higher is the turn– over and the more the
expensiveness.
Room Rate
The room rates refer to the price at which the hotel sells its rooms. Hotels offer different types of
room rates to cater to the needs of their diverse sources of business.
1. Rack rate /Published Rates: these are the rates usually quoted to walk-in guests and are the
highest rates charged by the hotel. It is the standard rate for the room with no any kind
discounts or reductions are offered to the guest. It is normal room rate/ price.
2. Flat Rate: refers to a pricing structure that charges a single fixed fee for a service,
regardless of usage. Rarely, it may refer to a rate that does not vary with usage or time of
use.
3. Incentive Rate: A special room rate for guests in affiliated travel and tourism organizations
because of the potential referral business they can generate for the hotel
4. Day Use Rates: A special room rate for less than an overnight stay. Day use is when the
guest checks in and checks out on the same day, without staying overnight.
5. Half-Day Rate: A special rate that typically includes 1-4 hours (but not overnight) use of the
room

6. Monthly Rates: These rates are quoted for guests who stay for a month or more. When
quoting such rates, it is important to state that the special rate will be honored provided the
guest stayed a minimum number of nights. Some hotels refer monthly rates as long term
rates.
7. Special Event Rate: An above–rack room rate typically implemented during single day or
multiday periods of extremely high demand for rooms.
8. Corporate Rates: These are special rates offered to regular business travler clients staying in
the hotel that make up a large portion of the traveling public. These special rates are given
to encourage repeat business. These rates are re-negotiated periodically based on the
volume of business generated. As this segment is paying among the highest rooms rates
the hotel will be able to achieve, hence catering their needs is very important.
9. Commercial Rates: Commercial rates are usually discounted rates extended to business
people to encourage them to use the hotel. These rates may not be as attractive as corporate
rates. However, some hotels use the terms ‘Corporate’ and ‘Commercial’ interchangeably.
10. Contracted Rates: Contracted rates are special rates negotiated between the hotel and
airlines and travel agents for their airline crews, packages and group guests. These rates are
agreed upon only if companies are able to generate a specified number of room nights over
a period of time. Like corporate rates, contracted rates are reviewed periodically.
11. Group Rates: Group rates are special rates given because of the large number of rooms
reserved in a block.
12. Inclusive rate/ Package Plan Rates: A single rate/ price that includes all charges. Package
plan rates are rates that include other hotel products and services in addition to the
guestroom. They are introduced by the hotels themselves during full period to increase
demand for guestrooms. The following are examples of package plan rates:
a. European Plan/ accommodation only: Room rate is for Room only
b. Continental Plan/ Room and breakfast: Room rate includes room and (CP)
accommodation and a breakfast continental breakfast
c. American Plan (AP)/ Full board: The room rate includes Full board accommodation and
all three meals. It is usually referred to as Bed and Board
d. Modified American Plan (MAP)/ Half board: The room rate includes accommodation,
breakfast and one other meal
13. Discounted Rates: Discounted rates are given to attract guests to the hotel because of the
lower rate offered during promotional period. Some hotels give as much as 50% off the
published rate as part of the hotel’s pre-opening promotion or anniversary
celebration. Traditionally, employees of related trade, such as airlines and travel agencies
enjoy a discounted rate of 50% off the rack/published rate if they can prove their identity.
Such discounts are usually not applicable during high season.
14. Family Plan Rates: These are rates designed to attract families. Hotels with family plan
rates do not charge for child/children under a certain age, staying in a room (without
request for extra bed) with their parents. For example, children under 2 years of age might
stay for free and children under 12 years of age might be charged at 75% of the rack rate.

Chapter Six
Contemporary Issue in the Hospitality Industry
Trends in hospitality industry
Here are 7 latest hotel industry trends you need to focus on:
 Chat bot to assist you 24*7
 Mobile app for easy access
 Digitized room keys for quick room access
 Self-check-in to minimize guests’ waiting time
 Voice-activated virtual assistants for anything, and everything
 Technology to run hotels and bring bookings
 Instant messages for direct communication
1. Chat bot to assist you 24*7
Today, the hospitality industry is making the most use of chat bots that has the capacity to
engage website visitors in real-time which can help in the increase of direct bookings. This way,
the hotel staff can focus on providing personalized guest experience.
2. Mobile app for easy access
The continuous zoom-in and zoom-out will leave your potential customers frustrated. Ultimately,
it’ll force your customers to leave your website and search for alternatives. Hence, in this digital
era, it is vital for the hotels to offer an app that is mobile-optimized.
3. Digitized room keys for quick room access
This is one hotel trend you need to note. Swipe cards have been replaced with smartphones and
apps to ease check-ins and reduce the loss of the key. Now, with the help of smartphones, your
guests can use the digital key to speed up and efficiently undergo the check-in procedure. This is
exactly what your guests need to gain instant access to their room.

After an endless day filled with meetings or traveling, the guests feel to rush to their hotel rooms
to take a shower and sink into a freshly made hotel bed. But in the middle of all that chaos,
finding a room key is a headache. Hence, to avoid this frustration, today several hotel brands are
rapidly rolling out smartphone keys. These hotel industry trends keep you updated with the
demands and needs of your guests to offer a better experience.
4. Self-check-in to minimize guests’ waiting time
Self-check-in service through kiosks and mobile guest self-service portals are gaining popularity
among the top hospitality industry trends. With the implementation of such services in hotels, the
guests can easily find whether their room is ready, can make requests for amenities, check their
bills, and update their preferences and a lot more.
5. Voice-activated virtual assistants for anything, and everything
Virtual assistance is one of the new customer service trends in the hospitality industry. It delivers
a superior customer experience by reducing response times, streamlining multiple operations in
minutes, changing room status in seconds, and more through the voice commands.
With the help of this technology, customers can easily make requests for room service, fresh
towels, managing lighting, cooling, heating to ordering food and more. Now, it is all possible
through one app that helps in improving personalized guests’ experience.
Hence, this feature in smartphones or standalone devices like Amazon Echo and Google Home is
definitely one of the most interesting new technologies for the hotel industry.
6. Technology to run hotels and bring bookings
Technology has become critical to attract and retain hotel guests as a major part of the hospitality
industry trends. These days, most of the hotels, serviced apartments, B&Bs, guesthouses, resorts,
and even hostels are moving towards the safe haven.
7. Instant messages for direct communication
Today, one of the most notable hotel industry trends is that hotels are using instant messages as a
business tool to enhance the customer experience. Instant messaging has transformed how
potential guests and hotels communicate with each other.

The demand for hotels and tourism has dramatically transformed. Consumer behavior in
hospitality has also changed. The change has a significant impact on the management and
marketing activities of hotels across the globe. Over the past year, new expectations and new
technologies have been evident in the international hospitality market.
Consumer satisfaction is the primary concern when it comes to hospitality. With such demands,
the industry must react appropriately to see the demand satisfied. There are other challenges that
the industry is facing. In the coming year, things will be even more challenging.
Let’s look at the various challenges facing the Hospitality industry.
 Innovative technology
Electronic check-in is the latest technology being embraced by the industry. However, many
hotels have found the transformation challenge. Other hotels have already implemented the
innovation. When clients plan for trips, hotels register the guest and then send key cards that are
equipped with the new identification recognition that utilizes frequencies.
On arrival, a text message is conveyed to the guest’s mobile phone entailing the room number
and time, among other details.
Once the guest arrives at the hotel, they don’t have to confirm at the Front Desk. They can
directly move to their room and apply the key-card. For small and other major hotels, using this
technology will see their revenues and profits reduce. However, if they don’t match the pace
made by other hotels, things might turn for worse.
 Reputation management
Hotel reputation is what guests say about the hotel through online reviews, comments, and
photos. Most of the reviews are made on social media, i.e., on Instagram, Facebook, and Trip
Advisor. All these are high-ranked platforms. The hospitality industry has been battling to
establish relationships with guests.
Regardless of the sectors of the national economy, a high level of trust must be maintained
between a service provider and the consumer. This is the key to an effective and efficient
economic transaction. Developing trust is non-trial.

Reviews and comments can destroy or market a hotel’s reputation. Mostly, hotels used to engage
and respond to the concerns, needs, and requests of clients publicly through old-fashioned
forums.
With online platforms like Facebook, hotels will have to diversify and start utilizing such
platforms to manage their reputation. It’s a challenge that the industry is facing and will still face
in the year 2021.
 Retaining and finding talent

The success and growth of the hospitality sector depend on the state of both global and local
economies. This means that maintaining adequate employees will be crucial in the coming year.
In the year 2016, the hospitality industry employed 15,000 workers. This number is expected to
jump to around 17,000 in 2026.
 An increase in international travel

The number of international travels is growing every year. It’s anticipated that in the next three
years, the hospitality sector should focus on offering visitors a unique experience for both
domestic and foreign visitors. This will mean that the staff should be aware of different cultures.
 Personalizing client’s experience

Travelers have grown to be accustomed to streamlined and personal shopping experiences. This
is a wake-up call for hotels. Offering clean and good design services is no longer applicable. The
digital age has steered an increased desire for more personalized traveling and lodging
experiences.
 Remaining competitive in the Airbnb era

The emergence of companies like Airbnb has altered traveler’s expectations, especially when it
comes to lodging. Accommodation websites have changed traveler’s mindsets from desiring a
standard hotel room to a much homier experience.
The pricing offered by the company is also a concern for lodges and hotels. In the past years,
Airbnb has received a fair share of scandals ranging from robbery and damage of property.
Hotels can utilize this opportunity and campaign for security and safety policies in their services
to lure travelers.

 Loyalty programs
This is another critical challenge that hotels are facing and will face in the coming year. Catching
direct clients has posed problems for hotels. This has led some big hotel chains batting each
other to have the attention of direct clients. This implies that other independent hotels and chains
involved should start offering loyalty programs that include discounts and specials.
There are several challenges that the industry will face in the year 2021. However, there is also
room for growth. These are the factors that will make the industry reach greater heights.
Why should you know the challenges in hospitality industry?

 Hiring and retaining the staff.
 Change in marketing trends and dynamics.
 Operational issues.
 Rising cost of daily consumables.
 Housekeeping issues.
 Change in guest expectations.
 Irregular cash inflows.
 Data security challenges.
Innovation in the Hotel Industry
Innovation means introducing a new thing to the world. Innovation is generally taking place to offer
improved product and services to the customer as well as organizational business gaining
Innovation is vital to the hospitality industry because businesses must compete with new ideas in order
to meet the constantly changing needs of customers.
Easy Booking and Check-In
Almost every traveler books their flight and accommodation via apps or websites. If your hotel or resort
is not yet listed on any booking site or if you don’t offer web bookings, you seriously have to do
something about it now!
Being able to book online either through a third-party app or the company website itself assures the
traveler that they have a place to stay in their destination. Seriously, just being accessible through phone
calls or text won’t do! People look at the pictures and reviews before deciding on where to book. If you’re
not visible online, you’re practically invisible to around 90% of potential customers!

This innovation can also be seen in airline companies. Bookings and even check-ins can easily be done
through a smartphone app. Once the passenger checks-in through the app, all he or she has to do is drop
his or her bags at the counter and s/he is ready to go!
Wi-Fi Access in Every Room
Now, this should actually be pretty basic right now. Internet is pretty much needed to stay connected and
get around and this is something foreign tourists would definitely need. People don’t go to their hotel
rooms to just get some sleep or watch TV. They relax, sure, but it is also when they are in their rooms that
they get in touch with people from home. And internet access is what makes that easy for them.
Plus, with the rise of online outsourcing, a lot of travelers are also looking to have some worked done
while they travel. There’s no question that a Wi-Fi is pretty much a staple need for accommodations.
Service Outsourcing
One important thing technology has done is close gaps between geographical borders. You can now
communicate efficiently with other people across the globe without having to wait for weeks, or even
months for your snail mail.
With that, it has also become possible to work with people across the globe. Sure, the hospitality industry
needs most of its staff on deck, but there are certainly jobs that can be outsourced so that not everyone has
to be in the same location.
Accounting is one example. Someone can handle the company’s accounting without having to be
physically in the establishment. Customer service representatives who take calls for suggestions and
complaints do not also have to necessarily be placed in one office. This outsourcing of services allows the
establishment to free up more space for other more important things.
Universal Remote
When we say universal remote, it doesn’t have to pertain to just that one remote for the TV set and the
DVR! Nowadays, it’s possible to control the television, temperature, lights, and other room amenities
with a tablet provided in every room. These tablets can even allow guests to browse food options and
order food service.
Right now, virtual assistants are becoming huge and it’s only a matter of time before Siri or Alexa takes
over hotel rooms and be the guests’ personal assistant.

Self-Service through Automation
Some establishments allow guests to serve themselves through a mobile app. With smartphones available
to pretty much everybody, guests can do several things themselves without needing the assistance of a
concierge or front desk personnel.
They can easily find their way around the property through a map which can also specifically point out
where they currently are. They can book their own spa session or schedule for a taxi pick-up. This
innovation allows guests to be a little more independent yet have amenities still be easily accessible to
them.
The hospitality industry has changed in a lot ways over the past years. It’s not surprising that it will
continue to evolve in the near future. Technology has been reshaping a lot of industries and the hospitality
industry is no stranger to these changes. Be sure to keep up so you can keep your business running
smoothly.
Here are the top 8 recent customer experience innovations in hospitality and the brands
that are leading the charge.
 Robots.
 RFID Wristbands.
 Chatbots.
 Mobile Room Keys.
 Smart Amenities.
 Virtual Reality.
 Located-Based Services.
 Augmented Reality.

Chapter Seven
Wellness and Health Club
What are the concepts of wellness and health?
They include: social connectedness, exercise, nutrition, sleep and mindfulness. Each one has an
impact on your physical and mental health. By making simple and healthy choices on a daily
basis, you will be well on your way towards reducing stress, having positive social interactions
and achieving optimal wellness.
Health is a state of complete physical, mental and social well-being and not merely the absence
of disease or infirmity. The enjoyment of the highest attainable standard of health is one of the
fundamental rights of every human being without distinction of race, religion, and political
belief, economic or social condition.
Differences between Wellness and SPA-Wellness offers services primarily oriented towards
different forms of massage, while spa offers services primarily oriented towards cosmetic
treatments and body care; in certain circles, wellness is defined as a necessity while spa is
defined as luxury.
What services does a wellness center offer?
Wellness centers usually offer a combination of skin care services and body services, such as
fitness services, personal training and nutrition consulting. Some wellness centers offer more
alternate services such as chiropractic, acupuncture, or holistic medicine.
Components of health club and spa
There are five main aspects of personal health: physical, emotional, social, spiritual, and
intellectual. In order to be considered "well," it is imperative for none of these areas to be
neglected.
Physical
 Exercise! Even walking 30 minutes a day three times a week will greatly improve your
health.
 Eat Healthy. Avoid fried foods, soft drinks, processed meats, and sweets. Try to include 5
servings of fruits and vegetables in your diet every day.
 Don't skip meals. Especially breakfast, it slows down your metabolic rate and can cause
weight gain.

 Avoid heavy episodic drinking and drug use. No more than five drinks in one sitting for
men and four for women. Don't play drinking games and space drinks over time
alternating with a glass of water.
 Get at least 6-8 hours of sleep every night.
Emotional
 Try to maintain a positive attitude even when problems arise.
 Discover your personal stress reliever. Manage your time wisely because it will help
lower stress.
 Find someone that you trust who you can openly share your feelings with.
 Seek professional help when you need it.
 Smile even when you don't feel like it.
Social
 Get involved. There are a variety of clubs and organized on campus; you're bound to find
something that interests you.
 Know who your best friends are.
 Recognize when you are in an unhealthy relationship.
 Balance your social life with your academic responsibility.
Spiritual
 Find a quiet place and spend time there every day.
 Contemplate the meaning of your life.
 If you have a religion, study and practice it.
 Spend time appreciating the natural world around you.
Intellectual
 Keep abreast of current affairs.
 Take your school work seriously and spend time in the library.
 Seek academic help if you need it.
 Become a life-long learner.

Spa wellness center design and structure
A spa design project requires particular attention with regard to spaces arrangement.
Everything in a spa needs to be carefully planned out to guarantee a comfortable
environment for guests combined with a scenic impact.
The best spa architecture can transport the visitor to an authentic place of total relaxation.
Therefore, space planning is very important at early stages of design. Critical to a building layout
are:
 The entrance
 Locker rooms
 Water paths
Another important design approach is the attention paid to energy consumption, both direct
(equipment consumption) and indirect (ventilation/air changes, etc.). Good planning also
includes:
 Correct distribution of functions
 Technological plant systems
 Aesthetic and design.
Functional indications
To truly enhance the well-being in a spa centre, building design needs to move beyond the
optimization of single parameters such as temperature and humidity. First of all, designed
interventions must approach different functions:
 Wellness (sauna, Turkish bath, massage room, etc.)
 Fitness (gym)
 Accessory services (dressing room, WC)
 Customer services (bar, restaurant, reception, etc.)
Sauna design
The sauna culture is a tradition belonging to northern Europe, although, nowadays it is popular
everywhere. Basically, it envisages an environment where to experience dry and wet heat
sessions. Minimum or maximum levels of temperatures to be respected are generally not
established (unless differently required by local legislation). However, it is advisable
to guarantee a minimum surface area of 1.20 m² for each person present within the
environment.
The designer should particularly focus on:
 temperature that normally varies between 70 ° C and 90 ° C
 humidity levels between 10% and 20%
 correct airflow
Turkish bath
The Turkish bath ambience is based on the same principle as a steam bath but it is focused on
water rather than steam.
Interior space must be designed according to the number of people that can fit in at the same
time, so as to guarantee comfort.
Emotional shower
Emotional showers are special hydrotherapy systems that combine multi-sensory treatment and
wellness solutions using different water jets, lights, colors, aromas and music.
Massage room
The massage room is where the client receives body treatments.
For these design environments, a correct sizing is required, and you need to consider minimum
spaces necessary for the authorized personnel to carry out various treatments.
Pool as the largest water facility
Although the size of pools varies, most hotel operators require from contractor to include a
Swimming pool. Pool needs to be separated from the public part of the hotel, so guests, who
were dressed in bathing suits, do not have to go through the lobby. Other key items include the
following:
 Positioning: pool should be set up so that guests can get to it from their rooms by
elevator or stairs;
 Orientation: pool should be set to be, if possible, exposed to sun throughout the day;

 Size: It should be large enough for swimming and sunbathing, but not less than 6x12 m
with at least 3 m of space for deck chairs on all sides;
 Extra Facilities: It should be provided toilets, lockers for leaving things, stand for the
issuance of towels, snack bar and vending machines for drinks, a room with equipment
and space for additional equipment and deck chairs;
 Security: there should be no jumping board, ensure non-slip surface, water deep marks,
notice of the rules of conduct at the pool;
 Indoor pool: pool should be designed with a glass roof to provide solar transmittance
and easier ventilation

Chapter Eight
Hotel Terminologies
These are the common terminology which has been used by hotels:
A, Front office Terminologies
Access time – the amount of time required for a processor to retrieve information from the hard
drive; recorded in milliseconds.
Account payable – Financial obligations the hotel owes to private and government-related
agencies and vendors.
Account receivable – Amount of money owed to the hotel by guests.
Aging of account – Indication of the stage of the payment cycle such as 10 days old, 30 days
overdue, and 60 days overdue.
All-suite – A level of service provided by a hotel for a guest who will desire an at home
atmosphere.
Amenities – Personal toiletry items such as shampoo, toothpaste, mouthwash and electrical
equipment.
American plan – A room rate that includes meals, usually breakfast and evening meal as well as
room rental in the room rate.
Assets – Items that have monetary value.
Atrium concept – A design in which guest rooms overlook the lobby from the first floor to the
roof.
Average Daily Rate (ADR) – A measure of the hotel staff’s ability to sell available room rates;
the method to compute the ADR is: Room revenue / number of rooms sold.
Balance sheet – An official financial listing of assets, liabilities and owner’s equity.
Bank card – credit cards issued by banks, examples of which include Visa, MasterCard, JCB.
Banquet sheet – a listing of the details of an event at which food and beverage are served.
Bill-to-account – An extension of credit to a guest by an individual hotel that requires the guest
or the guest’s employer to establish a line of credit and to adhere to a regular payment schedule.
Biometrics – An individual electronic measurement of uniqueness of human being such as

voice, hand print or facial characteristics.
Blackout – Total loss of electricity.
Blocking on the horizon – Reserving guest rooms in the distant future.
Blocking procedure – Process of reserving a room on a specific day.
Bottom up – A sales method that involves presenting the least expensive rate first.
Brownouts – Partial loss of electricity.
Business affiliation – Chain or independent ownership of hotels.
Call accounting – A computerized system that allows for automatic tracking and posting of
outgoing guest room calls.
Cancellation code – A sequential series of alphanumeric combinations that provide the guest
with a reference for a cancellation of a guaranteed reservation.
Cash bank – A specific amount of paper money and coins issued to a cashier to be used for
making change.
Cashier – A person who processes guest check outs and legal tender and make change for guest.
Cashier’s report – A daily cash control report that list cashier activity of cash and credit cards
and machine totals by cashier shift.
Chain – A group of hotels that follow standard operating procedures such as marketing,
reservations, quality of service, food and beverage operations, housekeeping and accounting.

Chain affiliations – Hotels that purchase operational and marketing service from a corporation.
Channel management – Objective review of the most profitable marketing approach for guest
rooms, central reservation system, GDS, third party reservation system, toll free phone
reservation, travel agent, etc.
City ledger account – A collection of accounts receivable of non-registered guest who use the
service of the hotel.
Collective bargaining unit – A labor union
Commercial cards – Credit cards issued by cooperation, an example of which is Diners Club.
Commercial hotels – Hotels that provide short-term accommodation for travelling guests.
Commercial rate – Room rates for business people who represent a company but do not
necessarily have bargaining power because of their infrequent or sporadic pattern of travel.
Communication hierarchy – A listing of the order in which management personnel may be

called on to take charge in an emergency situation.
Complimentary rate – A rate in which there is no charge to the guest.
Computer supplies – Paper, forms, ribbons, ink cartridges needed to operate the system.
Concierge – A person who provides an endless array of information on entertainment, sports,

amusement, transportation, tours, church services and babysitting in a particular city or town.
Conference call – A conversation in which three or more persons are linked by telephone.
Confirmed reservations – Prospective guests who have a reservation for accommodations that
is honored until a specified time.
Continental breakfast – Juice, fruit, sweet roll and/or cereal.
Controller – The internal accountant for the hotel.

Convention guests – Guest who attend a large convention and receive a special room rate.
Corporate client – A hotel guest who represents a business or is a guest of that business and
provides the hotel with an opportunity to establish a regular flow of business during sales periods
that would normally be flat.
Corporate guests– frequent guests who are employed by a company and receive a special room
rate.
Corporate rates – Room rate offered to corporate clients staying in the hotel.
Credit – A decrease in an asset or an increase in liability, or an amount of money the hotel owes
the guest.
Credit balance – Amounts of money a hotel owes guests in future services.
Credit card imprinter – makes an imprint of the credit card the guest will use as the method of
payment.
Crisis management – maintaining control of an emergency situation.
Cross-training – training employees for performing multiple tasks and jobs.
Current guests – Guest who are registered in the hotel
Customer relationship management – A system that allows hotel managers to integrate

technology to support customer service techniques that provide top-notch customer service.
Cycle of service – The progression of a guest’s request for products and service through a
hotel’s department.
Daily blocking – assigning guests to their particular rooms on a daily basis.
Daily sales report – A financial activity report produced by a department in a hotel that reflects
daily sales activities with accompanying cash register tapes or point-of-sales audit tapes.
Database interfaces – the sharing of information among computers.

Data sorts – Report option in a PMS that indicate groupings of information.
Debit – An increase in an asset or a decrease in a liability.
Debit balance – An amount of money the guest owes the hotel.
Debit cards – Embossed plastic cards with a magnetic strip on the reverse side that authorize
direct transfer of fund from a customer’s bank account to the commercial organization’s bank
account for purchase of goods and services.
Deep cleaning – A thorough cleaning on furniture and accessories, windows, flooring and walls.
Demographic data – Size, density, distribution, and vital statistic of population broken down
into, for example; age, sex, marital status and occupation categories.
Departmental accounts – Income and expense-generating areas of the hotel, such as restaurants,
gift shop and banquet.
Direct-email letters – Letter sent directly to individuals in a targeted market group in a

marketing effort.
Distance learning – learning that takes place via satellite broadcasts, Picture Tel, or online
computer interaction.
Double Occupancy Percentage – A measure of a hotel’s staff ability to attract more than one
guest to a room; the method to compute double occupancy percentage is: Number of guest –
number of rooms sold / number of rooms sold X 100%
Eco tourists – Tourist who plan vacation to understand the culture and environment of a
particular area
Electronic key – A plastic key with electronic codes embedded on a magnetic strip.
Electronic key system – A system composed of battery-powered or, less frequently, hardwired
locks; a host computer and terminals; a keypuncher; and special entry cards that are used as keys.

Empowerment – Management’s act of delegating certain authority and responsibility to
frontline employees.
Ergonomics – The study of how people relate psychologically to machines.
European plan – A rate that quotes room charge only.
Express check out – Means by which the guest uses computer technology in a guest room or a
computer in the hotel lobby to check out.
Family rate – room rates offered to encourage visit by families with children.
Float – The delay in payment from an account after using a credit card or personal check.
Floor limit – A dollar amount set by the credit card agency that allows for a maximum amount
of guest charges.
Flow analysis processes – The preparation of a schematic drawing of the operations included in
a particular function.
Flowchart – An analysis of the delivery of a particular product or service.
Folio – A guest’s record of charges and payment.
Forecasting – Projecting room sales for a specific period.
Full house – 100 percent hotel occupancy; a hotel that has all its guest room occupied.
Full service – A level of service provided by a hotel with a wide range of conveniences for the
guest.
Global Distribution System (GDS) – Distributor of hotel rooms to corporations such as travel
agents that buy rooms in large volume.
Going green – the responsibility to take care of the environment.

General ledger – A collection of accounts that the controller uses to organize the financial
activities of the hotel.
Group rate – Room rate offered to large groups of people visiting the hotel for a common
reason.
Group travelers – Person who are travelling on business or for pleasure in an organized fashion.
Guaranteed reservations – Prospective guests who made a contact with the hotel for a guest
room.
Guest Folio – A form imprinted with the hotel’s logo and control number and allowing space for
room number, guest identification, date in and date out, and room rate in the upper left-hand
corner; it allows for guest charges to be imprinted with PMS and is filed in room number
sequence.
Guest histories – Detail concerning the guest’ visits, such as ZIP code, frequent of visits,
corporate affiliation or special needs.
Guest supplies – Commonly referred to as guest amenities or personal toiletries; care items such
as small bottles of shampoo, hair conditioner, lotion, soap, mouthwash, shoeshine cloth, mending
kit etc.
Hard key system – A security devise consisting of the traditional hard key that fits into keyhole
in a lock; preset tumblers inside the lock are turned by the designated key.
Hardware – Computer equipment used to process software, such as central processing units,
keyboards, monitor and printers.
Hospitality – The generous and cordial provision of services to a guest.
Hotel representative – A member of the marketing and sales department of the hotel who
actively seeks out group activities planner.
House count – The number of persons registered in a hotel on a specific night.

Housekeeping room status – Terminology that indicate s availability of guest room such as
available, clean or ready ( room is ready to be occupied ), occupied ( guest or guests are already
occupying a room ), dirty or stay over ( guest will not be checking out of a room on the current
day ), on change ( guest has checked out of the room, but housekeeping staff has not released the
room for occupancy), and out of order ( the room is not available for occupancy because of a
mechanical malfunction)
Hubbart formula – A method used to computed room rate that considers such factors as
operating expenses, desired return on investment and income from various departments in the
hotel.
Incentive program – An organized effort by management to understand employees’

motivational concerns and develop opportunities for employees to achieve both their goals and
the goals of the hotel.
Independent hotel – A hotel that is not associated with a franchise.
In-house laundry – A hotel-operated department that launders linens, uniforms, bedspreads etc.
In-room guest check out – A feature of the property management system that allows the guest
to use a guest room television to check out of a hotel.
Interdepartmental communication – Communication between departments.
Interfacing – The ability of computers to communicate electronically and share data.
Inter-hotel property referrals – A system in which one member-property recommends another

member property to a guest.
Job analysis – A detailed listing of the tasks performed in a job, which provides the basis for a
sound job description.
Job description – A listing of required duties to be performed by an employee in a particular

job.

Key drawer – A drawer located underneath the counter of the front desk that holds room keys in
slots in numerical order.
Key fob – A decorative and descriptive plastic or metal tag attached to a hard key.
Late charges – Guest charges that might not be included on the guest folio because of a delay in
posting by other department.
Leisure travelers – People who travel alone or with others on their own for visits to points of
interest, to relatives, or for other personal reasons.
Liabilities – Financial or other contractual obligations or debts.
Limited service – A level of service provided by a hotel with guest room accommodations and
limited food service and meeting space.
Litigious society – An environment in which consumers sue providers of products and services
for not delivering them according to expected operating standards.
Manager’s report – A listing of occupancy statistics from the previous day, such as occupancy
percentage, yield percentage, average daily rate, Rev PAR, and number of guests.
Market segment – Identifiable group of customers with similar needs for products and services.
Marquee – The curbside message board, which includes the logo of the hotel and space for a
message.
Mass marketing – Advertising products and service through mass communications such as
television, radio, and internet.
Material Safety Data Sheets (MSDS) – A listing of the chemical contents, relative hazards to
the users, and name and address of the producers of the contents.
Military and Educational rate – Room rate established for military personnel and educators.
Modified American Plan – A room rate that offers one meal with the price of a room rental.

Moonlighter – A person who holds a full-time job at one organization and a part-time job at
another organization.
Night Audit – the control process whereby the financial activity of guest’s accounts is
maintained and balanced on a daily basis.
No-show factor – Percentage of guests with confirmed or guaranteed reservations who do not
show up.
Occupancy percentage – The number of rooms sold divided by the number of rooms available.
On the job training – A training process in which the employee observes and practices a tasks
while performing his or her job.
Organization Chart – Schematic drawing that list management position in an organization.
Orientation Check List – A summary of all items that must be covered during orientation.
Outsourcing – Provision of service to the hotel, for example; a central reservation system by an
agency outside of the hotel.
Outstanding balance report – A listing of guest’s folio balances.
Overbooking – Accepting reservations for more rooms than are available by forecasting the
number of no show reservations, stay overs, under stays, and walk ins, with the goal of attaining
100 percent occupancy.
Package Rate – Room rate that include goods and services in addition to rental of a room.
Paid in advance (PIA) – Guest who paid cash at check in.
Paid-outs – Amount of monies paid out of the cashier’s drawer on behalf of guest or an
employee of the hotel.
Par System – A level of inventory established that provides adequately for service.

Percent Yield – The number of rooms sold at average daily rate versus number of rooms
available at rack rate multiplied by 100
Point of sale – An outlet in the hotel that generates income such as a restaurant, gift shop, spa
etc.
Posting – The process of debiting and crediting charges and payments to a guest folio.
Policy and procedure manual – Publication that provides an outline of how the specific duties
of each job are to be performed.
Potential gross income – The amount of sales a hotel might obtain at a given level of
occupancy, average daily rate and anticipated yield.
Private label cards – Credit cards issued by retail organization, such as a department store or
gasoline company.
Profit-and-loss statement – A listing of revenues and expenses for a certain time period.
Property Management System (PMS) – A generic term for applications of computer hardware
and software used to manage a hotel by networking reservation and registration databases, point
of sales system, accounting system and other office software.
Rack rate – The highest room rate category offered by a hotel.
Referral reservation service – A service offered by a management company of a chain of hotels

to franchisee members.
Registration card – A form on which the guest indicates name, home or billing address, phone
number, date of departure, method of payment and etc.
Residential hotel – hotels that provide long term accommodations for guest.
Revenue management – A process of planning to achieve maximum room rate and most
profitable guests ( guest who will spend money at the hotel’s food and beverage outlets, spa etc. )

that encourages front office manager, general manager and marketing or sales director to target
sales periods and develop sales programs that will maximize profit for the hotel.
Room blocking – reserving rooms for guests who are holding reservations.
Room revenue – The amount of room sales received.
Room sales projections – A weekly report prepared and distributed by the front office manager
that indicates the number of the departures, arrivals, walk ins, stay overs, and no shows.
Sales indicators – Number of guest and revenue generated.
Self-check-in process – A procedure that requires the guest to insert a credit card with a
magnetic stripe containing personal and financial data into a self-check in terminal and answer a
few simple questions concerning the guest stay.
Stay overs – currently registered guest who wish to extend their stay beyond the time for which
they made reservations.
Total Quality Management (TQM) – A management technique that encourages managers to

look critically at process used to produce products and services.
Travel directories – Organized listings of hotel reservation access methods and hotel
geographic and specific accommodations information.
Traveler’s checks – Prepaid checks that have been issued by a bank or other financial
organization.
Under stays – Guest who arrive on time but decide to leave before their predicted date of
departure.
Upsell – To encourage a customer to consider buying a higher priced product or service than
originally anticipated.
Visual alarm systems – flashing lights that indicate a fire or other emergency in a hotel room.

Walk in guest – Guest who request a room rental without having made a reservation.
Yield – The percentage of income that could be secured if 100 percent of available rooms are
sold at their full rack rate.
ZIP or Postal Code – An individual local postal designation assigned by a country.
B. Housekeeping Terminologies
Antique – Antique furniture belongs to the period before 1840, though nowadays any pieces of
furniture that is more than 100 years old is considered an antique.
Amenity – A service or item offered to guests or placed in guestrooms for convenience and
comfort, at no extra cost.
Area inventory list – A list of all items and surfaces within a particular area that require the
attention of the housekeeping personnel.
Back of the house – The functional areas of the hotel in which employees have little or no guest
contact, such as the engineering and maintenance department, laundry room and so on.
Back to back – Describes a heavy rate of check outs and check ins on the same day, so that as
soon as room is made up, a new guest checks into it.
Banquet – A term used to describe catering for specific numbers of people at specific times, in a
variety of dining layouts.
Bath linen – Include bath towels, hand towels, face towels, washcloths and fabric bath mats.
Machine.
Budget – A budget is a plan that projects both the revenue that the hotel anticipates during the
period covered by the budget and the expenses required to generate the anticipated revenues.
Buff – To smooth the floor with a low speed floor polishing.

Burnishing – Polishing the floor with a high speed floor machine to achieve an extremely high
gloss.
Breakfast knob cards – Card hung by guests on the knobs of guest room doors to pre order
breakfast at night so that the order reaches the staff on time and the guest is not disturbed for
placing the order early in the morning.
Bonsai – Literally meaning “a plant in a tray” this refers to a tree or a plant whose typical growth
in nature has been copied exactly in a miniature style within the confines of a container.
Capital budgets – These allocate the use of capital assets that have a life span considerably in
excess of one year, these are assets that are not normally used up in day to day operations.
Cabana – A room adjacent to the pool area, with or without sleeping facilities, but with
provision for relaxing on a sofa. It is mainly used for changing.
Coverlet – A bedspread that just covers the top of the dust ruffle but does not reach down to the
floor.
Cleaning supplies – Cleaning agents and small cleaning equipment used in the cleaning of
guestrooms and public areas in the hotel.
Condominiums – hotels similar to timeshare hotels. The difference between the two lies in the
type of ownership. Units in condominium hotels have only one owner instead of multiple
owners, each for a limited amount of time each year.
Convention – A formal assembly of representatives sharing a common field of interest, come

together to air their views.
Crib – Cot for babies, provided to guests on request.
Damp-dust – A method of cleaning where the item to be cleaned is wiped with a damp cloth.
Deep cleaning – intensive or specialized cleaning undertaken in guestrooms or public areas,

often conducted according to a special schedule or on a special project basis.

DNCO – This room status means that the guest made arrangement s to settle his/her account but
has left without informing the front office.
DND Card – A do not disturb card is hung outside the room to inform hotel staff or visitor that
the occupant does not wish to be disturb.
Double Locked (DL) – An occupied room in which the deadbolt has been turn to prohibit entry
from the corridor. Only a grandmaster key or an emergency key can open it.
Dutch wife – Another term for the sewing kit provided as a guest amenity.
Duplex – A two storey suite with parlour and bedrooms connected by a stairway.
Duvet – Quilts filled with down feather or synthetic fibers. Many hotels use duvets with a
decorative duvet cover in lieu of both blankets and bedspread. They are sometimes referred to as
comforters.
Dry Cleaning – The cleaning of fabrics in a substantially non-aqueous liquid medium.
EPABX Operator – Electronic Private Automatic Branch Exchange operators. These are the
hotel switchboard operators who answer calls and connect them to the appropriate extensions.
These operator also relay telephone charge incurred by guests to the front office cashier.
Exhaust vent – An opening for ventilation, sometimes fixed with an exhaust fan to facilitate of
fresh air.
FFE – Furniture, Fixtures and Equipment.
Fix assets – These are tangible assets of a long term nature, such as land or large pieces of
machinery and equipment’s.
Fixture – Hardware items present in guestrooms that cannot be moved or are difficult to move as
a whole since they are fixed in position. For example; wash basin, baths and lighting fixtures.
Floatels – Hotel establishments being operated on large water bodies such as seas and lakes.
Cruise liner and some houseboats are typical examples of these.

Front of the house – The functional areas of the hotel in which employees have extensive guest
contact, such as food and beverage outlets and front office areas.
Floor pantry – A service room provided on each floor for GRAs to store cleaning agents,
equipment’s, guest supplies, guest room linen and maid’s cart.
Gate pass – An authorization given to an employee to take guest or hotel property out of the
hotel.
Guest Loan Items – Guest supplies not normally found in a guestrooms but available upon
request. For example; ironing board.
Guest essentials – items that are essential to the guestrooms and are not expected to be used up
or taken away by guest.
Guest expendables – Guest supplies that are expected to be used up or taken away by guest on
leaving the property.
Graveyard shift – Night shift.
Guest supplies – These are items placed in the guestroom free of cost for the use and comfort of
guest.
Handle with care (HWC) guest – Guest who may have had some unpleasant experiences in the
hotel or had some complaints, genuine or otherwise, are labeled as “handle with care “guest by
the hotel for the reminder of their stay or future sojourn.
Hard water – Water that contains more than 60 ppm (part per million) of calcium and/or
magnesium is called hard water.
Hand caddy – A portable container for storing and transporting cleaning supplies, carried on a
room maid’s cart.
Hollywood Twin room – A room with two twin beds but a common headboard, which is meant
for two people. If the need arises, the beds can be bridged together to make it appear a single
bed.
Hospitality – The cordial and generous reception and entertainment of guests or strangers, either
socially or commercially.
Inventory – Stock or merchandise, operating supplies, and other items held for future use in a
hotel. For example; linen, cleaning supplies and so on, are important housekeeping inventories.
Jacuzzis – Whirlpool ; small pools in which alternate jets of warm water bring about therapeutic
effect.
King-size bed – The largest size of bed available, with dimension of 78 inches x 80 inches
(eastern king) or 72 x 80 inches (California king)
Lanai – A room overlooking a landscaped area, a scenic view, a water body or garden. It may
have a balcony, a patio or both.
Laissez faire – A style of leadership where a leader believes in delegating assignments and
important task to others in the team.
Landscape area – An area where trees, plants, turf, deck, walks, ponds and so on have been
used to create a natural looking outdoor space that is functional and visually appealing.
Luggage rack – A furniture item provided in guestrooms for placing the guest’s luggage on.
Linen chute – A passage in the form of a tunnel for sending soiled linen from the floor pantries
of all floors to a central place near the laundry, from where it can be collected by the laundry
staff.
MICE – Meeting, incentives, conventions, exhibitions. This segment is now a big revenue
generator for the hotels. Certain hotels cater specially to the MICE customer.
Motels – Hotels that are located primarily on highways. They provide modest lodgings to
highways travelers. Most motels provide ample parking space and may be located near a petrol
station.
Make up – servicing of the room while a guest is registered in the room.

Mini bar – A fixture in modern guestrooms, this is a miniature refrigerator stocked with juices,
liquor, and snack for the convenience of guests.
Murphy bed – This refers to a bed that folds up into the walls and looks like a bookshelf or
cupboard when folded away, being named for a leading manufacturer of such beds. It may also
be called a Sico bed (after another leading manufacturer of foldaway or wall beds)
Nightstand – A nightstand is a small stand or cabinet designed to stand beside a bed or

elsewhere in a bedroom, as a place to put anything likely to be required during the night; also
called night table.
Operating Budgets – These forecast the expense and revenues for the routine operations of the
hotel during a certain period.
Operating expenses – Those cost that the hotel incurs in order to generate revenue in the normal
course of doing business.
Operating supplies – The items essential to day-today housekeeping operations, including
guest supplies and cleaning supplies.
OOO – Out of Order is the status of a guestroom that is not rentable because it is being repaired
or redecorated.
OPL – On premises laundry. An in house area in the hotel where linen and uniforms are washed,
dry-cleaned and pressed.
On change room – A room in need of housekeeping service before it can be registered to an

arriving guest.
Open section – A group of rooms that is not part of a room section for cleaning purposes.
Porch – A covered approach to the entrance of a building.
Pat stock / par number – A multiple of the standard quantity of a particular inventory item that
must be on hand to support daily, routine housekeeping operations.

Par level – The standard number of each inventoried item that must be in hand to support daily,
routine housekeeping operations.
Performance standards – The quality level that employees’ performance is required to meet.
Productivity standards – The quantity of work expected to be completed by each department

employee.
Pre-Opening Budgets – These budget allocate resources for opening parties, advertising, initial
generation of goodwill, liaisons and PR. Pre-opening budgets also include the initial costs of
employees’ salaries and wages, supplies, crockery, cutlery and other such items.
Pick up rooms – Rooms from the open section assigned to different GRAs to balance out the
workload.
Queen size bed – A queen size bed has the dimensions 5 ft. 6 in x 6 ft. 6 in.
Room assignment sheets – The room assignment sheet indicates the rooms that the particular
GRA has to service, giving their status as indicates in the daily work report. The sheet also lists
any pick up rooms that the GRA has to service, apart from the rooms in his/her section.
Room status discrepancy – A situation in which the housekeeping department’s description of a

room’s status differs from the room status information with the front office.
Room status report – A report that allows the housekeeping department to identify the
occupancy or condition of the property’s rooms. It is generated daily through a two-way
communication between housekeeping and front office.
Refurbish – To give a new look to a room by re-decorating, renewing soft furnishings, and
possibly changing the carpet and touching up the furniture.
Room section – A group of 15-16 guestrooms reasonably contiguous to each other.
Runners – In this context, lengths of matting made of synthetic or natural fibers, placed at
entrances to prevent dirt and dust from entering the building. (Another use of the term runner in

housekeeping is for a person who is charged with the duty of conveying orders from
housekeeping department to the staff on guest floor).
Safety stock level – The number of purchase unit that must always be on hand in case of
emergencies, damages, delays in delivery and so on.
Service directory – This is a booklet in which the services offered to guests by the hotel are
listed, along with the intercom numbers to reach the relevant departments.
Skipper – A room status that indicates the guest has left the hotel without making arrangements
to settle his/her account.
Sleeper – A room status means that the guest has settle his/her account and left the hotel but the
front office staff have failed to update the room status.
Studio bed – this is dual purpose bed that is used as divan in the daytime and converts into a bed
in the night after the removal of bolsters and covers.
Swab cloth – A soft, absorbent cleaning cloth used for wet cleaning work, such as for wash
basin, baths, and so on. se are small metal or plastic containers with lids, kept in toilets for
collection of soiled sanitary towels.
Surveillance equipment – Equipment such as CCTVs (Closet circuit televisions) that help to
closely observe suspicious activities and persons.
Scanty baggage – A room status indicating a room assigned to guest with small, light and few
pieces of luggage that could be carried away without obviously indicating a departure, should a
guest walk out with them.
Soft water – Water in which the level of dissolved calcium and/or magnesium is below 60 ppm.
Soiled linen – Dirty and stained linen that required laundering.
Spotting – The specialized function of stain removal carried out by skilled personal called
spotters, using appropriate equipment and stain-removal agents.

Stain – A spot or discoloration left on fabrics from contact with and absorption of foreign
substances.
Sorting – The process of separating soiled linen into different categories: those requiring dry-
cleaning and those that should be laundered under different conditions, such as whites and
colored. In other words, sorting is governed construction and the amount and kind of soil.
Stock taking – The physical verification of inventory items by counting up stocks of all items at
periodic intervals. Stock taking is also termed “conducting inventory “.
SWB – Salaries, Wages and Benefit.
Timeshares – vacation interval hotels. These involve individuals purchasing the ownership of
accommodations for a specific period of time, usually one or two weeks a year. These owner
then can occupy the unit during that time. Owner may also have the unit rented out by the
management company that operates the hotel.
Tent cards – Hotel publicity cards in the shape of tents placed in guestrooms.
Terrazzo – Flooring which consists of marble, granite and other decorative chips set in cement.
Turn down service – A special service provided by the housekeeping department in which a
room attendant enters the guestroom early in the evening to re stock supplies, tidy the room and
turn down the covers on the bed in preparation for the night.
Tooth glass – A glass placed on the vanity unit as a guest supply and used for gargling or to
keep the guest’s toothbrush, dentures, or other similar items in.
Water closet – Sanitary fitting consisting of the toilet bowl and the cistern.
Vanity area – A unit comprising a wash basin and mirror, surrounded by flat area where soap,
dental kits, saving kits, and tooth glasses are kept.
Vacant – The status of a room in which no guest has slept the previous night and which is not
yet occupied.

Wi-Fi – Wireless fidelity. This is an amenity provided nowadays by world class hotels. WI fi
enables guests to access a wide range of information, applications, and computing resources
without connectivity problem.
Zero base budgeting – Zero base budgeting refers to hiring employees while taking into account
the actual occupancy for a specified period of time.
Room Status Codes and Terminologies
Terminologies Codes Descriptions

Occupied Clean OC The room is occupied and has been cleaned by
room attendant
Occupied Dirty OD The room is occupied and hasn’t been cleaned
by room attendant
Vacant Clean / Ready VC / VR The room is vacant and has been cleaned by
room attendant or ready for sale
Vacant Dirty VD The room is vacant and hasn’t been cleaned by
room attendant
Do Not Disturb DND The guest has requested no disturbances
Out of Order OOO The room is under maintenance, refurbishment
or extensive cleaning
Extra Bed XB An extra bed is being used in the guest room
Sleep-out SO The guest is supposed to be staying in the room
but the bed has no signs of being used
Check-out CO The guest has paid the bill and checked out his/
her room
Expected Departure ED It is the same as ‘due-out’ which means the
guest would depart prior to the check-out time
of the following day
Did Not Check Out DNCO The guest has paid or made payment
arrangement but has not completed the check-
out processes or informed the front desk while
leaving.

Late Check-out / The guest has requested and is approved to
check out later than the standard check-out time
Skipper / The guest has not paid and left without
informing the front desk
Stay-over SO The guest is not checking out today and will
remain at least one more night
Lock-out / The occupied room has been locked which
disallows the guest to re-enter until he/she
comes into contact with hotel staff to clarify
his/her status
C. Food and Beverage Terminologies
Aboyer: Aboyer aids the communication between the kitchen and restaurant. He receives the
food order from the service staff and announces the order to the kitchen. Aboyer is responsible
for hot plate section of the pantry.
A la carte Menu: A la carte menu is a type of menu, where the food items are priced
individually. Literary meaning of a la carte is “from the card”
American service: It is a type of table service. In American menu the food is pre-plated and
portioned at the kitchen. This type of service is relatively less formal and seen in coffee shops.
ABC: ABC stands for Ashtray, Budvase and Cruet. ABC is kept at the center of the table while
laying the cover.
Back of the House: Back of the house is the ancillary area of the restaurant, where all the
supporting service is carried out. Some of the back of the house sections are pantry, dishwashing,
hot plate, still room etc.
Bain Marie: Bain Marie is equipment that holds the Food hot. The equipment contains
cylindrical drum, which is heated with water. Bain Marie is usually used in Hot Plate section of
the pantry.

Barker: Barker is another term for Aboyer. Barker is the person who communicates between
service and kitchen and help to pick up the food in time. Usually the order taken by the waiter is
handed over to the Barker.
Bone China: It is a white translucent ceramic material made from kaolin, china clay and bone
ash. It is used in restaurant to serve various dishes.
Briefing: Briefing is done prior to the opening of the restaurant. In the briefing the senior most
staff gives instructions to the junior staff with regard to availability of dishes, special items of the
day, and also some training.
Buffets: Buffet is a type of assisted service, where food and beverage is displayed at counters.
Waiter assists at the counters to take the food from the counters or the guest help themselves.
Bus Boy: Bus boy is a person who helps the waiter. The main responsibility of a bus boy is to
bring the food from the kitchen and also do the clearance of plates from the table.
Carousel: Carousel is a circular counter that revolves to display the food items. The carousel is
fitted in such a way that the one side is always inside the kitchen and other side is in the service
area. As the carousel revolves the counter is filled up from the kitchen and guests selects the food
as it revolves.
Carte du jour: Carte du jour means “card of the day”. It is used to highlight the special dishes of
the day. Carte du jour is actually a supporting menu to the main menu.
Chafing dish: It is a hollowware used to keep the food warm usually in buffet service. Chafing
dish has a water container, which is the base, food container and place for fuel. Using the fuel the
water is heated up and in turn the food is heated up with the hot water.
Cover: Cover is the space on the table allotted for table-wares to the guest to consume his/her
meal. The size of the cover is 24 inch * 18 inch.
Cutlery: Cutlery is the term denotes all the cutting implements such as knives. Cutlery can be
made of EPNS or stainless steel.

Demi-tasse: Demi-tasse means half cup. It is used to serve coffee except breakfast. Size of demi-
tasse is 75 ml.
Dummy waiter/ Demi waiter: Dummy waiter is another term for side board. It is a restaurant
furniture and used to keep all the serving equipment’s for a meal session.
Elevenses: Elevenses is a meal served at 11 o’ clock. It includes the food items as biscuits, cake
etc. and usually offered to children.
Gueridon trolley: It is a mobile trolley from which the gueridon service is done.
Hostess: Hostess is a member of restaurant brigade. Duty of hostess includes taking restaurant
reservation and receiving them at the door.
Indian breakfast: It is a type of breakfast, which includes Indian dishes such as dish, idly,
chapathi etc. served with chutney and vegetable curries. There are two types of Indian
breakfast’s viz. North Indian and South Indian.
Lounge service: It is a type of specialized service. Lounge service is done at the lounge of a
hotel. Items such as morning tea, afternoon tea, and alcoholic beverages are served in the lounge.
Maitre d’hôtel: Maitre d’hotel is the Supervisor of the F&B outlet. He looks after the day to day
operations of a food service outlet.
Menu: Menu is a list of food and/or beverage than can be served to a guest at a price. It helps
guests to select what they would like to eat and/ or drink. It is a document that controls and
directs an outlet’s operation and is considered the prime selling instrument
Mise-en-scene: It means prepare the environment of the outlet before service. Mise-en-scene
includes preparing the restaurant welcoming, create ambience with regard to cleanliness,
furniture setting and temperature.
Mise-en-place: Mise-en-place means “putting in place” and the term denotes to the preparation
of a work place for ultimate smooth service. To ensure that the restaurant is ready for service the
waiter makes sure that this station has been efficiently prepared for service.

Napkin: Napkin is restaurant linen. Napkin is used to decorate the table using various folds and
also used to keep on the lap of the guest to protect their clothes during service.
Sommelier: Sommelier is the French term for wine waiter. He is responsible for the service of
all alcoholic drinks during the service of meals, and is also a sales person. He requires to have a
thorough knowledge of beverages and wines as food accompaniments.
Trancheur: Trancheur is the French term for carver. His responsibility is to carve the meat
joints in front of the guest and serve to them.
Salesmanship: The food and beverage service personnel are technical salespersons, hence they
should have a thorough knowledge of the proper presentation and service of all the food and
beverage served in the establishment
Tableware: Table ware is a type of restaurant equipment’s used to keep on the table. Table ware
includes flatware, cutlery and hollowware. Table ware is made either EPNS or stainless steel.
Silver Dip: Instantly removes tarnish from silverware, silver plate, cutlery and small silver
items. Quickly cleans even difficult to reach places such as between fork tines. Gives silver a
brilliant shine. Just dip, rinse and dry
Polivit: Polivit is the one of the fastest methods of cleaning silverware. For this one needs
aluminum foil, baking soda, shallow pan and a clean cloth. The baking soda will "polish" the
silverware, removing dirt, stains, and grease. Rinse the silverware thoroughly under warm,
running water. Air-dry the silverware on a clean towel. Buff the silverware with a soft, clean
cloth.
Burnishing machine: This is a revolving drum like container using for cleaning silver ware,
with safety shield attached to it... The burnishing machines are attached with ball bearing to run
that effectively. Soap power is used to clean the silver ware hygienically.
Thermal shock: Thermal shock is the result of glass experiencing a sudden temperature change.
Glass holds temperature, and a rapid change in temperature can cause enough stress to result in
breakage.

Mechanical shock: Mechanical shock in glassware is the direct result of contact with another
object, such as a spoon, a beer tap, another glass, or a piece of china. This kind of contact can
cause a minute abrasion, invisible to the eye, but a source of weakness in the glass, making it
more susceptible to breakage from impact or thermal shock.
Disposables: Disposables are use and throw products used in the service of food and beverage
products this is largely due to the increasing demand for fast food items. There are different
types of disposable used in the catering business and mostly they are used in outdoor catering,
vending machines, fast food outlets & hotels
Special equipment’s: Special equipment’s are for specialized services. They are not used in
regular services. Specialized equipment’s are divided into Trolleys and Miscellaneous
equipment’s. Some of the trolleys used in a restaurant are gueridon trolley, bain Marie, vending
machine, hot plate etc.
EPNS (Electro Plated Nickel Silver): EPNS is Silverware made of silver plating. Silver plating
is a thin layer of silver on top of another metal. It is made by an electrical process, hence the
name – Electroplated Nickel Silver. Cutleries and crockery’s of high class establishments are
made out of EPNS which includes different types of forks, knifes, pots, plates, salvers etc.
Table d’hôte or a fixed menu: Table d’hôte refers to a menu of limited choice. It usually
includes three or five courses available at a fixed price. It is also referred to as a fixed menu. This
term is known to caterers by its abbreviation TDH menu. A table d’hôte menu is a complete meal
at a predetermined price.
A la carte menu: A la carte menu is a multiple choice menu, with each dish priced separately. If
a guest wishes to place an order he selects the item from the menu and pays for the order he
made. In an a la carte menu all items are cooked to order and served with accompaniments.
Hors d’oeuvre: Hors d’oeuvre course aimed to stimulating the palate, and consists of small tasty
dishes, using a large array of different items such as anchovies, olives, cheese and smoked fish.
They are often referred to a starters or appetizers. This course could also include salads.

Entrée: Entree is the first meat in a French Classical menu. It usually comprises a dish made up
of steak, cutlets, casseroles or stews. Some example are Steak au poirre, Veal cutlets, and Irish
stew.
Dessert: This is the fruit course in the French classical menu and usually presented in a basket
(Corbielle de Fruits) and placed on the table, as part of the table décor, and served at the end of
the meal. All forms of fresh fruit and nuts may be served in this course.
Table Service: It is a type of service. Table service is the service done at the table, where the
guests are seated. In the table service either service personnel or waiter serves the food to the
guests or the guests help themselves.
American service: American service is a pre-plated service which means that the food is served
onto the guest’s plate in the kitchen itself and brought to the guest. The portion is predetermined
by the kitchen and the accompaniments served with the dish balances the entire presentation in
terms of nutrition and color. This type of service is common in a coffee shop where service is
required to be fast.
English service: English service is often referred to as “Host Service” or “Silver service”. The
food is brought on platters by the waiter and is shown to the host for approval. The waiter then
portions the food and serves to the guest plate.
French service: It is a very personalized service. Individual portioned food is brought from the
kitchen in dishes and slavers which are placed directly on the table. The plates are kept near the
dish and the guests help themselves.
Russian service: Table is laid with food for guests and presentation is done elaborately. Guests
help themselves. This is an elaborate silver service much on the line of French service. Display
and presentation are the major part of this service. Some parts of the service such as carving and
portioning etc. are done by the waiter.
Gueridon service: This is a service done from the gueridon trolley. The cooking is done at the
gueridon trolley place near the guest table and service is done at the guest table. The waiter plays

an important role as he is required to fillet, carve, flambé and prepare the food with
showmanship.
Self Service: In the self-service the service is done by customer themselves. The guests collect
the food from the counters and then he/she may sit at the table or stand at high table to have the
food.
Counter service: Counter service sometimes called cafeteria service. The guests come in line,
collect their food from the counter and seat at the table to have the food. Food may be grouped
together such as cold and hot, or main course and desserts etc. In some places the guests also
have to clear the empty plates and cutleries after having the food.
Take away: The food order is placed at a counter and the food is collected from the same
counter and take the food away from the premises for consumption.
Drive thru: The customer drives the vehicle to the counter and orders and collects the food and
leaves the counter.
Kiosks: Kiosks are outdoor arrangements that provide food and beverages to people in a specific
location.
Specialized Service/ In-Situ: In-situ service is the service provided at the place, which is
primarily not meant for service. Examples of in-situ services are:
Tray service: In the tray service the food and beverages are brought in a tray and given to
guests. Such service are seen in hospitals, guest rooms etc.
Drive-in service: The guests order the food from the vehicle parked at designated areas and
service is done at the vehicle. The food is placed on trays that are clipped in the door or steering
wheel.
Lounge service: In lounge service the food and beverage is served at the lounge area of a hotel
Guest Service Cycle: Guest service cycle refers to the activities provided to the guests while in
the restaurant. Guest service cycle is the process, which repeats to every guest. Learning guest

service cycle is very important, because a good waiter should know what the activities are done
in the restaurant during the service.
Social Skill: Social skill is a skill, which enable us to deal with social situations. Social skills
have an important part to play in food and beverage service. Because service is about meeting
the guest’s psychological needs and making him feel welcome, and social skills are essential part
of this process. Social skills can be used for selling of food and beverage products also.
Kot/ Bot Control System: A variety of control systems are used in the hotel industry. One such
important control system is the KOT control. When an order is taken from a guest, it is ordered
in triplicate on a Kitchen Order Ticket. One copy goes to the kitchen, against which the chef
prepared the dishes ordered for. The second copy goes to the cashier to make the bill. The third
copy is the waiter’s copy, against which the food or beverage to be served to the guest is picked
up
Specialty Restaurant: Specialty restaurant is a restaurant serves specialized cuisines. Service in

a specialty restaurant is both formal and stylish. The prices tend to be high because of higher
overheads. The menu may be an a la carte, buffet, or a table d’hote. Waiters should be highly
skilled, as specialized services such as preparation of food at tables and flambés, may have to be
done.
Coffee shop: Coffee shop is a 24 hours F&B outlet. Usually coffee shop situated near to the
lobby of a hotel. Style of service is American that is pre-plated. The menu of coffee shop is
varied. Menu comprises of Full-day menu or according to meal session.
Cafeteria Service: This service exists normally in industrial canteens, colleges, hospitals or
hotel cafeterias. To facilitate quick service, the menu is fixed and is displayed on large boards.
The guest may have to buy coupons in advance, present them to the counter waiter who then
services the desired item. Sometimes food is displayed behind the counter and the guess may
indicate their choice to the counter attendant. The food is served pre-plated and the cutlery is
handed directly to the guest. Guests may then sit at the tables and chairs provided by the
establishment.

Fast food Service: There is a predominant American influence in fast food style of catering. The
service of food and beverages in a fast food restaurant is at a faster pace, than at an a la carte
restaurant as the menu is compiled with a special emphasis on the speed of preparation and
service. To make this type of service financially viable, a large turnover of customers is
necessary. The investment is rather large, due to the specialized and expensive equipment needed
and high labor costs involved.
Room service: Room service is offered to the resident guests. Guests order food and/ or
beverages to the kitchen and order is taken by the room service order taker. Once the order is
taken then it is passed to the kitchen. Once the order is ready the room service waiter serves the
food and/ or beverage at the room. Along with the food, the bill is also presented to guest to be
signed or payment.
Banquet Service: Banquet functions are the services provided at a fixed time and at a fixed
venue. The banquet service is inevitable in a hotel due to its revenue earning potential. The
reason is that banquet can offer service to a large number of guests at a time. Banquet service can
be formal or informal.
Bar service: There are normally two kinds of bars in Indian hotels. One is the public bar, and the
other is the service or dispense bar. The public bar is located in the public areas, and is used for
the service of paying customers, be it in-house guess or non-residents. The dispense bar is used
for dispensing drinks to other outlets of the hotel such as coffee shop, room service outlet,
banquets and the specialty restaurant. It is generally located in the back area of the hotel and is
open round the clock. It should be adequately equipped to meet the demands of all the outlets.
Ancillary Areas and Services
Ancillary areas are the supporting areas of F&B service department. Without the help of the
ancillary departments F&B service department cannot work smoothly. In this regard the ancillary
departments are very important for F&B service department. Major ancillary departments in a
five star hotel are the following.
Pantry: Pantry is the area situated between the Kitchen and Restaurant. Pantry consists of the
following sections. Hot plate or food pick up area, Place to keep dirty plates and glasses, Place or

box to keep soiled linens, Place to keep clean plates and cups, A sink to wash small equipment’s
such as glasses and cups, A dispense Bar
Still Room: It is one of the very important supporting areas in the food and beverage department
of the hotel. It provides the food and beverages for the service of meals which are not provided
by the kitchen. The still room makes all the hot and cold non-alcoholic beverages needed for the
restaurant.
Silver Room: Silver room is the place where all the silver wares are stored and cleaned. Still
room holds the complete stock of all the silverware such as flatware, cutlery, hollowware etc.
separate storage areas would be allotted to store different type’s equipment’s. It is very important
area that the silver room should contain space for silver cleaning.
Linen Room: The linen room is important back of the house service area in a hotel. The linen
room should stock minimum linen and uniform required to meet the daily demands so as to
ensure smooth operations. Linen is changed daily in the restaurant and it is exchanged one on
one basis from the linen room.
Hot plate: Hot plate is the food pick up area of the pantry. The service personnel is not allowed
to enter the kitchen nor wait till food is being prepared. The waiter is hands over the KOT
(Kitchen Order Ticket) to the Aboyer, who is in-charge of hot plate and in-turn Aboyer
announces the order to the kitchen. Once the order is being prepared kitchen staff keeps the
cooked food in the hot plate.
Wash-up area: The wash-up area comprises of wash sinks, dish washing machines, rack to keep
cleaned dishes, and tables. All the utensils are washed, cleaned, dried and keep here for further
use.
Kitchen stewarding: This department primarily controls the storage and issue of cutlery,
crockery, hollowware, chinaware, glassware to the different food and beverage outlets and
kitchens. Kitchen stewarding department supplies all cleaned service equipment to waiter. This
department is also responsible for washing solid service ware and subsequently furnishing clean
items.

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Chapter One

1. Introduction to the Hospitality Industry

Injibara University Introduction to Hotel Operation Page 1

Historical Background of Lodging/Hotel Industry

Inns in middle Ages

Inns in the Fifteenth century

Inns in Sixteenth century

Inns in the Eighteenth century

Injibara University Introduction to Hotel Operation Page 3

Hotel industry in Ethiopia

Injibara University Introduction to Hotel Operation Page 4

Characteristics of the hospitality industry

 Inseparability of Production and Consumption;

 Highly perishable product;

 No such thing as business hours;

 Hospitality operations run on a 24 hour basis all year round;

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The Relationship between Hotel and Tourism

Transportation (e.g. car rental and travel agents)

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Jobs directly related to hospitality

 Conference center manager

 Fast food restaurant manager

Jobs where you would be useful include:

 Air cabin crew

 Customer service manager

 Fire risk assessor

 Human resources officer

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1) Small Hotels: are hotels with less than 100 rooms.

C. Classification according to Facilities and Amenities

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E. Classification According to Types of Plans or Tariff

Hotels can be classified in to four based on type of plan;-

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G. Classification According to Guest’s Purpose of Visit

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I. Based On Star Rating

1 star (Category I) hotel:

2 star (Category II) hotel:

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J. Based on level of Service

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ORGANIZATION AND DEPARTMENTS OF A HOTEL

The following organizational criteria determine the staffing composition of a hotel:

A hotel’s size classification

The above figure shows major departments of five star hotels.

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1. ‘Revenue centered’ and ‘Cost centered’ Departments; and

2. ‘Front-of-the-house’ and ‘Back-of-the-house’ Departments.

Revenue Centered and Cost Centered Departments

Front-of-the-House and Back-of-the-House Departments

1) Front Office Department

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The three main functions of the front office are as follows:

A. Front Desk (Reception)

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