Professional Documents
Culture Documents
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3.
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5.
03 Types Of Rooms
3.1 Single, Double, Twin
3.2 Suits
04 Front Office Organization
4.1 Brief Introduction To Hotel Core Area With A
Special Reference To Front Office.
4.2 Function Areas
4.3 Front Office Hierarchy
4.4 Duties And Responsibilities
4.5 Personality Traits
4.6 Layout
4.7 Front Office Equipment (Non Automated, Semi
Automated And Automated)
4.8 Functions
4.9 Procedures And Records
05 French: To Be Taught By A Professional French
Language Teacher.
5.1 Understanding And Uses Of Accents,
Orthographic Signs & Punctuation
5.2 Knowledge Of Cardinaux & Ordinaux (Ordinal
& Cardinal)
5.3 Days, Dates, Time, Months And Seasons
4
Important ?
1.
2.
3.
4.
5.
6.
7.
2015 QP
37. First impression is the last impression which is created by FO depart. Justify this statement
38.
39.
40.
41.
42.
43.
44.
45.
46.
47. Give step-by-step procedure for baggage handling on FIT arrival. Draw one document
48.
49.
50.
51.
Signification of tourism
Timeshare & condominium
Hospitality & its origin
Left luggage procedure followed by bell desk.
2 Marks
1.
2.
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11. Chain: a group of hotels that are owned or managed by one company
12. Timeshare: It is a hotel that is jointly owned by people who use it at different
times.
13. Franchise: An arrangement in which a private investor runs a hotel under a hotel
chain on having signed a contract with the letter.
14. Condominium: A hotel owned by a single owner who might use it for some part of
the year & rent it out for the remainder of the year.
15. Management Contract Companies: Companies having the expertise to manage
hotels, operating on the basis of management free or a percentage of gross revenue.
16. Proprietary ownership: It is the direct ownership of one or more hotels by a
person or company.
17. Commercial Hotel/ Downtown Hotel: A hotel situated in the heart of city centre
or business centre, catering to the business traveller.
18. Sub-urban Hotel: These are the hotels located in sub-urban areas, away from the
city centers, & have a advantage of quieter surroundings.
19. Resort: these are the hotels that are located at destinations of tourist attractions
like hill stations, sea beaches, & country side.
20. Motel: a hotel located on a highway, providing moderated lodgings to highway
travellers.
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21. B& B Hotel: It is generally a large family residence where the owner lives on the
premises & is responsible for serving breakfast to guests.
22. Airport Hotel: A hotel situated in the near of airport & other ports of entry.
23. Casino Hotel: A hotel that provides gambling facilities.
24. Convention Hotel: A hotel with a convention centre & large number of rooms to
accommodate all participants of a convention.
25. Transient Hotel: These hotels cater to the needs of people who are on the move &
need a stop over en route their journey.
26. Extended Stay Hotel: A hotel where people, mainly business executives, stay for
extended periods of time, providing facilities like kitchens with dishes &
kitchenware, washing area, & grocery shopping services.
27. Residential Hotel / Apartment Hotel: This type of hotel caters to people who
stay for a duration of one month to two years.
28. Semi Residential Hotel: A hotel catering to people in transit to another place,
incorporating features of both transient & residential hotels.
29. Heritage hotel: A hotel set in a fort, place, or haveli.
30. Floatel: a hotel that floats on water, like cruise liners & houseboats.
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31. Single Room: This type of room has one single bed for single occupancy.
32. Twin Room: this type of room has two single beds for double occupancy.
33. Hollywood Twin Room: This type of room has two single beds with a common
head board.
34. Triple Room: A room with three single beds to accommodated three people.
35. Quad Room: A room with four separated single beds to accommodate four
people.
36. Double Room: This type of room has one double bed for double occupancy.
37. Double-double Room: It is a room with two double beds to accommodated four
people.
38. King Room: A room with a king size bed (6 by 6 feet)
39. Queen Room: A room with a queen size bed (5by 6 feet)
40. Duplex: This type of suite has two rooms which are situated on two different
floors & are connected by an internal staircase.
41. Parlour Room: A living room without a bed. a room not use as a bed room.
42. Penthouse: Suite located to on the topmost floor of the hotel. A part of the room
can be open to the sky or with a glass roof. Very expensive and exclusive suite.
15
43. Adjacent Room: It is a room that is very close to another room but does not share
a common wall with the it. (across hall)
44. Adjoining Room: It is a room that shares a wall with another hotel room but is
not connected by a door.
45. Interconnecting Room: Rooms with two individual door from outside. And a
connecting a door in between. These are rooms with a common wall & a door that
connects the rooms. This allows guests to access rooms without using corridor.
46. Suite: This type of room has a living room separated form bedroom area.
47. Studio Room: A room with a bed & sofa-cum-bed, generally used a living room.
48. Cabana Room: It is a room situated away from the main hotel building, near a
swimming pool or sea beach, & mostly used as a changing room.
49. Lanai Room: A room which oversees a scenic beauty e.g Garden, swimming
pool.
50. Efficiency room: A room with an attached kitchenette for guests staying for a
long duration.
51. Hospitality Room: A room outside a guest room where the guest may entertain
16
their visitors.
52. Concierge : A hotel employee who provides information & personalized services like
dinner reservation, tour & travel arrangements.
53. Lobby: It is an area just inside a large building, where people can meet & wait.
54. Reservation section: This section of the front office department receives & process
reservation quires.
55. Reservationist: Process the reservation requests that reach the hotel by any mode
telephonic, written, or online.
56. Reception: This is the front desk of the hotel, which greets guests & answers their
quires on their arrival.
57. Receptionist: The first person to come in contact with guests at the time of arrival
58. Walk-in Guests: Guests who arrive at a hotel without prior reservation.
59. Information Desk : To provide information to the Guest.
60. Travel desk: Take care of travel arrangements of guest, like air-ticketing, railway
reservations, sightseeing tours, airport or railway station pick up or drop, etc.
61. Telephone Operators: Who answer incoming calls, protect the guests` privacy &
direct to the concern person.
62. Bell boy: He carries guest baggage during check in & check out in the hotel.
63. Door Man: Who opens the door of the guests vehicles on their arrival in the hotel
portico. He greets the guests & opens the hotels main entrance for them.
64. Valet Parking Attendant:A person who provide parking service for guest car
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65. Paging: Locating Guests within the hotel by a public address system.
66.
67.
68.
69.
70.
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102.
103.
104.
105.
106.
107.
108.
109.
110.
111.
112.
113.
114.
115.
116.
117.
118.
119.
2 Marks
120.Occupied: A guest is currently registered to the room
121.Complimentary: The room is occupied, but the guest is assessed no charge for its use
122.Under stay: a guest who checks out before his or her stated departure date.
123.Stay over: Guest is not expected to check out today & will remain at least one more night
124.Overstay: a guest who stays after his or her stated departure date.
125.On-charge: Guest has departed, but the room has not yet been cleaned & readied for resale
126.Sleep-out: A guest is registered to the room, but the bed has not been used
127.Skipper: a guest who has left a hotel & has intentionally not settled their account.
128.Sleeper: The guest has settled his or her account & left the hotel, but the FO staff has
failed to properly update the rooms status.
129.Vacant & Ready: Room has been cleaned & inspected & is ready for an arriving guest.
130.Lock-out: The room has been locked so that the guest cannot re-enter until he or she is
cleared by a hotel official (bill)
131.DNCO Did Not Check Out: The guest made arrangements to settle his or her
account(thus is not a skipper), but has left without informing the FO
132.Check-out: Guest has settled his or her account, returned the room keys & left hotel
133.Due outs: Guests expected to check out on a given day who have not yet done so.
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134.Back of the house: the functional areas of a hotel in which staff have little or no
direct guest contact, such as the engineering, accounting, & HR divisions
135.Front of the house: the functional areas of a hotel in which staff have extensive
guest contact, such as the F&B facilities & the front office
136.Walk-in: a person who arrives at a hotel without a reservation & requests a room.
137.Walking: turning away a guest who has a reservation because of a lack of rooms.
138.Guest Cycle: a division of the flow of business through a hotel that identifies the
physical contacts & financial exchanges between guests & hotel employees
139.Posting: the process of recording transactions on a guest folio.
140.Folio (bill) : a statement of all transactions affecting the balance of a single
account.
141.Guest folio: a from (paper or electronic) used to chart transactions on an account
assigned to an individual person or guestroom
142.House limit: a credit limit established by the hotel
143.Floor Limit: a limit assigned to hotels by credit card companies.
144.Bank limit: the amount of cash contained in the cashier bank when it is issued at
the beginning of the shift.
145.Reservation file: a collection of reservation records
146. Block: an agreed-upon number of rooms set aside for members of a group planning to stay at a hotel
22
Introduction:
Tour is a Latin word, it means a tool for making a circle.
UNWTO
headquarters
Madrid, Spain.
Tourism
Meaning :
The practice of touring or travelling for pleasure or recreation
The guidance or management of tourists as a business.
25
Resources:
Country natural
beauty
Climate
Resource
s
History
26
Health
Culture
Sports
History
Religion
Geography
Pleasure
Wildlife
Architecture
Shopping
27
5 As of Tourism:
i. Accessibility
ii. Accommodation
iii. Amenities
iv. Attractions
v. Activities
28
Tourist types:
Domestic tourist : Designates any person who travels within the country.
International tourist : A foreign tourist is a person visiting India on a foreign
passport, staying at least twenty four hours in India.
29
TRANSPORTATION
Hotel
Trains
Restaurant
s
Shopping
malls
Seasonal
Festivals
Motel
Passenger
Ships
Bars
Gift Shops
Trade Fairs
Time
share
Airlines
Pubs
Road shows
Resort
Buses
Dhabas
Handicraft
Exhibitions
Holiday
village
Cars
Vendor
Handloom
Sports
Events
Dak
Bungalow
Bikes
Take Away
Emporium
Study Trips
Sarai
Limousines
Snakes bar
Antique
Shops
Excursions
Casino
Ferries
FOOD &
BEVERAGE
Retail
REATIL STORES
ACTIVITIES
Cultural
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Importance of Tourism
31
Importance of Tourism
Conclusion:
Without any doubt tourism plays a major role in the development of industries
which in turn contributes to the countrys GDP (Gross domestic product ) as
well as the employment Generation. These are tourism and its importance in
hospitality industry.
32
Synopsis:
Introduction
Hospitality - Define
Hospitality Means
Hospitality sectors/Jobs opportunity
Three basic needs
Steps in
Origin and Growth
Neolithic Age Innovations
Journey on animals before the wheel is invented
Lodging houses / inns
Different names throughout the world for houses or inns
Earliest inns.
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34
Steps In:
Thus, two of this three basic needs food and shelter are not taken care of, When
he/she is travelling
This is where the hospitality industry is steps in.
Different
Names
Throughout The World For Houses Or Inns
Japan
Ryokans
Spain Paradors
Portugal - poussadas
America coffee house
France cabarets & hostelries
Switzerland Mansiois hospitia
Greece Phatnal
China Relay houses
EarliestEurope
inns : - Taverns & Inns
Era:
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Ancient Era:
The earliest recorded evidence of the hospitality facilities was in Europe around 500 BC
Ancient cities (Corinth in Greece) offered food, drink & bed to travelers.
Travelers used to stay in a large hall.
Privacy and personal sanitation were non- existent.
Grand Tour:
1.Culture
2. Health
3.Pleasure 4.Curiosity 5.Science
6.Career
education 7.Art
8.Scenery
French Revolution
The French Revolution (1789-99) is referred as the golden era of travel.
The Grand tour became popular & gave big push to the hotel industry.
Wealthy families from Europe and Britain enjoyed the facilities(tours).
This tour often lasted several years.
Good Business Opportunity
Good business opportunity for people in the prominent (famous) cities.
Like France, Italy, Germany, Austria, Switzerland, and Ireland
To establish lodging, transportation, and recreation facilities.
Entrepreneurs Raise
Entrepreneurs who smelt money rose and developed the hospitality industry.
Modern Era
Improvisation:
The improvisation in modes of transport made journeys safer, easier, and faster.
Enabling (allow) economical, as well as frequent mass movement.
The introduction of Funiculars (the ropeway) lead to growth to many hotels.
World War:
The world war (1939-45) took massive destruction resulting economic depression.
In 1950s witnessed slow and steady growth of travel in the European continent.
Conclusion:
The following decades saw the growth of motels on a large scale.
Gradually, the hotels rose into countrywide & international chains.
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Introduction:
Evidence of its presence even during the Indus Valley Civilization & Vedic era.
Olden days people travelled for pilgrimage and trade.
Char-dham (visiting religious places located in the four corners of India)
Ancient India was well known for its silk, spices, gold, and gemstones.
The origin and evolution of the hotel industry in the country can be broadly
categorized in the following three periods:
1. Ancient and medieval era 2. Colonial era 3. Modern Era
Synopsis:
Introduction:
Ancient And Medieval Era (From Indus Valley Civilization To AD 1600)
Colonial Era (AD 1601 To AD 1947)
Modern Era (1947 On Wards)
Conclusion
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The beginning of the hospitality sector in India, stand rooted in the Hindu
Philosophy of atithi devo bhava means- Guest is the status of god.
(Dharma
Originally village chaupals , served as a meeting ground for villagers to plan and
discuss various social welfare and development measures.
Famous Chinese scholars Fa Hien (AD 399-414)and Huein Tsang (AD 629-643),
who came during the reigns of Chandragupta Vikramiditya and
Harshvardhnana respectively, have mentioned the existence of shelters for
travelers.
Nalanda University, a famous seat for learning - here an arrangement of food for
10,000 students was made.
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Hotel industry in India started taking the shape during Colonial Period.
Early hotels were mostly operated by people of foreign origin
A racial discrimination incident wherein, an Indian was refused entry in to
Watsons Hotel for Being Indian.
The two world wars brought in, a fresh lot of hotels to Mumbai.
The Ritz, The Ambassador, West End, & Airlines were opened during these years.
Famous Properties :
Victoria hotel
1840 - British hotel by Pallanjee Pestonjee
1871- Esplanade Hotel
Watsons, - Exclusively for Europeans
1841 - Auckland Hotel in Kolkata
1903 -Taj Mahal Palace & Tower hotel by Jamshetji Nusserwanji Tata in Mumbai.
(I st hotel in India by Taj group after the a racial discrimination incident)
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46
UNIT 2
02 Classification of Hotels
2.1 Size
2.2 Star
2.3.1 Location
2.3.2 Clientele
2.4 Ownership Basis
2.5 Independent Hotels
2.6 Management Contracted Hotel
2.7 Chains
2.8 Franchise/Affiliated
2.9 Supplementary Accommodation
2.10 Time Shares And Condominium
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48
Hotel Classification
Size
Star Rating
Type of Clientele
Level of Services
Heritage
Location
Duration of Guest Stay
Ownership
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Size
Small
Medium
Large
Very Large
India
25 Rooms
26 To 100
Rooms
101 To 300
Rooms
More Than
300 Rooms
European &
US (Or)
Developed
Nations
Up To 300
Rooms
400 To 600
Rooms
600 To 1000
Rooms
50
Two Star
Heritage
Hotels
Heritage
Classic
Heritage
Four Star
Five Star
Five Star
Deluxe
Heritage
Grand
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Heritage:
Heritage Classic
Heritage Grand:
Resort Hotel
Airport Hotel
Floatel
Motel
Others
-
Inns
SKI Hotels
Boatel
Roatel
Loatels
Pilgrimage Hotel
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Downtown Hotel :
Located in the heart of the city
Within a short distance from the
business centre, shopping areas, theatres, and public offices etc.,
Eg: Hotel Intercontinental , New Delhi
Sub Urban Hotel:
Hotel near the outskirts of the city. ( out of the city)
The advantage of quieter surroundings.
Prefer to stay away from the hustle and bustle of a city.
The room rates are moderate & may attract the budget travelers.
Eg: Trident Hotel, Gurgaon.
Resort:
Located at tourist destinations.
Like hill stations, sea beaches, and country side.
It have very calm & natural ambience
The occupancy will be higher on vacation time and weekend days.
Eg: Wildflower Hall in the Himalayas
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Airport Hotel:
The hotels situated near by the airport.
It offering all the services of a commercial hotels.
Eg: Radission New Delhi & Centaur Mumbai.
Motel: - 1950s the concept is emerged
The motel is formed by two words Motor & Hotel
They are located primarily on highways.
Motel offers facilities such as
i.
A parking lot
iii Re-fueling for vehicles
ii. Garage facilities
iv Food & accommodation
Eg: Aamby Valley City, Durgapur
Floatel:
Hotels on ships giving the facilities & conveniences of a luxury hotel.
It float on the surface of water.
It includes cruise-liners & house boats.
It provide luxury accommodation along with food & beverage facilities to the
guest
Eg: The houseboats of Dal Lake in Srinagar.
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Kerala are some examples of floatels in India.
Others :
Inns: Small hotel, provide food & accommodation.
Guest will receive a normal service & the rate will be very low.
Ideal for budget people.
Ski Hotel:
It especially in ski resorts.
It provide accommodation for holiday makers.
Boatel:
Hotel provide accommodation on the flowing river or on a lake.
This hotel is a tourist delight.
Eg: Kashmir.
Roatels:
These hotels are on wheels
A limited number of rooms or cabins are available special for couples.
Loatels:
It refers to 5-star deluxe properties.
Facilities of helicopter landing on the terrace.
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Residential
/
Apartment
A Day
Or
Even
Less
Days To
Week
Months To
Years
Days To
Weeks To
Week
Months
(Fortnight)
Budget
MidMarket
Upscale
Luxury
Limited
Service
Full
Service
World
Class
Service/ Up Market/Luxury
Hotels:
To emphasis on excellence & class
To target on top business executives
To offer world class products with personalized services of the highest
standards
To offer several food & beverage outlets
To give top-end recreational facilities
To stress on personalized guest services
To maintain high ratio of staff members & guests
To employee multilingual concierge
Eg:
1. The Oberai Udaivilas-Udaipur
2. ITC Hotel Grand Maratha Sheraton Towers & towers- Mumbai 60
61
Business/Commercial/
Downtown Hotel
Transient Hotel
Suite Hotel
Residential Hotel
Casino Hotel
Bed & Breakfast Hotel
Convention Hotel
Conference Centre
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Eg: 1. The Park in New Delhi 2. Hotel Inter continental in New Delhi.
Transient Hotel or Airport Hotel:
Located close to sea port, airport, & major railway station.
They have round-the-clock operational like room service & coffee shop.
Eg: Hotel Centaur& Radission In New Delhi.
Residential Hotel:
To provide accommodation for a longer duration, its generally for people who
are temporary official deputation in a city.
Guest stay for minimum period of one month & up to two years.
The hotel signature on lease with the guest and
Rent is paid either monthly or quarterly.
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Suite Hotel:
It generally for tourists who are fond of luxury.
To provide highest level of personalized services to guests.
This type of room has a living room separated from the bedroom area.
The guest rooms generally comprises of :
i. A living area
iv A microwave
ii. A compact kitchenette
v A complete with a refrigerator
iii. A bed room attach with a bathroom.
The facilities are highly customized & may include:
i. Valet services
iii Personalized Guest stationary
ii. High speed internet connection
iv In-room safety locker facility.
Eg: 1. Burj Al Arab- Bubai 2. The lait Goa Resort.
Bed & Breakfast Hotel: ( B& B )
An European concept
It generally operated in large family residence.
The Owner usually lives on the premises responsible for serving Break Fast.
The Tariff (Rate) is generally lower than a full-service hotel.
It suitable for budget travelers.
64
Casino Hotel:
It provides mainly gambling facilities.
Along with facilities like
i. Specialty restaurants
ii. Bar
iii. Round the clock-room service
iv. Well appointed & Furnished rooms for its guests.
Eg: The casinos of Las Vegas, USA - The most famous casino hotel in the world.
Conference Centers:
The place to meet for people with a common interest.
It charges for packages ( accommodation & meeting facilities ).
A conference hall with the desired seating configuration for the meeting.
To provide food & beverage requirements during and after the conference.
And other requirements such as:
i.
ii.
iii.
iv.
Overhead projector
v VCR/ VCD / DVD player
Flip chart
vi LCD Projector with screen
White board with markers vii Computer
Television
viii Public address System.
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Convention Hotels:
A convention hotel has a greater number of rooms to host large number of
attendees, as compared to conference centers..
These hotels may have more than 2000 guest rooms.
To provide
i. Best audio
ii. Visual equipments &
iii. Seating configuration.
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Proprietary Ownership
Time share
Management contract
Condominium
Franchise:
It is the authorization given by a company to another company or individual,
to sell its unique products/services and use its trademark according to the
guidelines given by the former, for a specified time, and at a specified place.
Time share:
It is a hotel that is jointly owned by people.
Who use it at different times.
67
Proprietary Ownership:
The direct ownership of one or more properties by a person or company.
Large properties that are owned by major international hotel companies such as
Marriott, Hilton.
Management Contract:
Companies having the expertise to manage hotels.
Operating on the basis of a management fee or
A percentage of the gross revenue.
Condominium:
A hotel owned by a single owner.
Who might use it for some part of the year &
Rent it out for the remainder of the year.
Note: Condominium hotels are similar to time-share hotels, except that condominium
hotels have a single owner instead of multiple owners sharing the hotel.
71
Advantages Of Franchise
1)
2)
3)
4)
5)
6)
7)
8)
9)
Site Selection
Easier Credit
Construction Expertise
Fixtures & Equipment Assistance
Good Training
Opening Support
Promotional Assistance
Economies Of Scale
Ongoing Support
Restrictions
Unwanted Products Or Procedures
Unwanted Advertising
Unprotected Territories
Cancellation
Inadequate Training
Consistency In Successful
Franchise Operations
) Quality
) Service
) Cleanliness
) Value
73
Alternative Accommodation
Sarai / Dharamshala
Youth Hostel
Yatri Niwas
Railway / Airport
Retiring Room
Camping Ground /
Tourist Camp
Paying Guest
Accommodation
74
Sarai / Dharmshala:
It is for pilgrims & founded by welfare trusts.
It provides basic security.
Sleeping facilities for a nominal fee.
Dak Bungalow/ Circuit House / Inspection Bungalow / Forest Lodge:
A legacy of British Raj.
Built as a rest house for colonial officials across the country.
Properties have an ageless charm (beauty).
Owned by various state governments.
Lodge / Boarding House:
Situated away from the centre of the city.
It offers standard facilities Rooms, food & Other basic services.
It usually provides meals & accommodation for a specified period of time.
Yatri Niwas:
It usually charges low cost.
It is self service accommodation to domestic tourists in cities.
It located at historical, cultural and natural sites.
75
Youth Hostel:
They are in rural & urban areas.
It generally provides low-cost dormitory accommodation.
It usually provides common bathing and self cafeteria facilities.
Travel for various reason Education, Adventure& Recreation.
Camping Grounds / Tourist camps:
Located at open spaces and it may be set up by municipalities.
The camp must follow certain regulations regarding the qualities of services &
costs.
Railways / Airport Retiring Rooms:
It is situated at major railway stations and domestic & international airports.
It is convenient for transit (change of trains or flights).
It provides resting place for passenger with confirmed & current tickets.
The retiring rooms are available at reasonable rates.
Paying Guest Accommodation:
Is an non institutional accommodation.
It is offered by individual households at various destinations.
76
The guest normally pays for accommodation, may be for food & beverage services.
Hotel
Dimension
Timeshare
Luxury
Service
Moderate to Low
Expensive
Ideal
Budget
Hotelier
Ownership
Individual ( Guest )
Period
7 days in a year
Business oriented
Nature
Family Oriented
Week days
Peak time
Taj Coromandel
Club Mahindra
Color codes: - Seasonality Interval International
Holidays
Color codes
Demand
Red - Red
High Demand
Yellow - White
Medium Demand
Green - Blue
Low Demand
79
Introduction:
The product knowledge is very important for every salesman.
Room is a perishable commodity.
If not sold a room on a day looses its opportunity to earn revenue for that day.
Front desk staff should know various types of rooms, location, and situation.
To know the features like extra bed, television, Minibar, bed side lamp in room.
To know the knowledge of room rates (tariffs) & meal plans.
Synopsis:
Introduction
Types of rooms
a)
Ordinary rooms
b)
Suite Rooms
c)
Conclusion.
81
Types of Rooms
Ordinary Rooms
Single room
Twin room
Triple room
Quad room
Double room
Double-double room
Hollywood twin
room
Queen room
King room
Suite Rooms
Suite room
Junior suite
Single suite
Double suite
Duplex suite
Penthouse suite
Deluxe room / Suite
Cottages suite
Hospitality Suite
Studio room
Cabana room
Parlor rooms
Lanai room
Corner room
Conference room
Banquet halls/room
Inter-connecting room
Adjacent room
Adjoining room
Secretarial room /
business centre
Efficiency Room 82
Single
Room -1
Double Room
-2
Triple
Room - 3
Quad Room
-4
83
Twin Room
Cabana
Room
Hollywood Twin
Room
Parlor
Room
84
Swimming Pool
View
LANAI
Garden
View
Room
Living
Room
Bed Room
SUITE
Room
85
Penthouse
Efficiency Room
Hospitality
Room
Duplex
Room
86
Ordinary
Rooms
Single room:
A room assigned to one person.
Its for single occupancy.
A bed size approximately 3 feet by 6 feet.
Twin room:
A room has two single beds
Its for double occupancy.
The bed size is normally 3 feet by 6 feet.
Its suitable for sharing accommodation among delegates of a meeting.
Triple room:
A room has three separate single beds.
It can be occupied by three guests, for Triple occupancy.
Its suitable for groups & conference guests.
87
Quad Room:
A room has for separate four single beds.
It can accommodated by 4 persons together in the one room.
Double Room:
It has one double bed.
Its for double occupancy.
The size of bed is generally 4.5 feet by 6 feet.
Double Double Room:
It has two double beds.
It can accommodate four persons together.
It normally preferred by a family or group.
Hollywood Twin Room:
A room has two single beds with a common head board attached.
It generally occupied by two persons or guests.
88
Queen Room:
A queen room has a queen size bed.
The size of the bed is 5 feet by 6 feet.
Extra bed is available on request.
King Room:
A king room has a king size bed.
The size of the bed is 6 feet by 6 feet.
An extra bed may be added to this room on request & charged accordingly.
Suite Rooms
Suite :
A suite comprise more than one room.
A room has separated living room & bed room area.
A parlor or living room connected to one or more bedrooms.
The dcor & color scheme used gives its name.
A room made of adjoining rooms (two separated).
Aim to please the affluent (rich) guest.
For who can afford the high tariff (rate) of the room category.
89
Penthouse:
A room with a terrace or open sky space.
It located on the topmost floor of a hotel.
It is very opulent (lavish / luxury) dcor & furnishings.
It among the costliest rooms in the hotel.
It preferred by celebrities & major personalities.
Deluxe room / Deluxe Suite
A room has good view in the hotel.
It offer a high level of comfort and bigger space.
It is not a suite room but it got bedroom & a small living room.
Cottages:
An independent set of rooms located away from main hotel building.
Each house has balcony, living area, bedroom with attached bathroom.
It may have dinning area with an attached kitchen.
It commonly found in resort hotels.
Hospitality Suite:
It is generally a banquet room.
A room hired by a guest on hourly basis to entertain his guest.
91
Special category
Rooms/
Other types of
rooms
Studio Room:
Generally used as a living room.
A room with a bed & convey in to sofa cum bed.
Cabana Room:
A room located near by swimming pool or beach.
Mostly used as a changing room but not a bed room.
Parlour Room:
A living room without bed.
It may have sofa & chairs for sitting.
Lanai Room:
It generally has a view of garden or sea beach.
A veranda or roofed patio, furnished & used as a living room.
92
Corner Room:
A room located at the corner of the hotel building.
It have generally a two exposures (view) .
Conference Room:
A room as different size having different capacity to accommodate .
For conference, meeting etc.,
Banquet Rooms / Halls:
Its used to entertain banquet (function) guest.
Specially for parties, receptions, and wedding etc.,
Inter Connecting Room:
A room with individual entrance door from outside.
A connectivity door is in-between the rooms.
Guest can move between the rooms without going through the corridor.
It can be sold as two separate rooms during demand / peak time.
.
93
Adjacent Room:
It is a room that is very close to another room perhaps across the hall.
They do not share a common wall.
Adjoining Room:
Two or more rooms side by side without connecting door between them.
Secretarial Room / Business Centre:
It usually found in 5 star hotels.
It specially meant for business people.
This room provide the services like Typing, Photocopying, Fax & Steno services.
Efficiency Room:
A sort of complete self-sufficient unit itself .
It usually found in hill stations and beaches.
This room contains a bedroom,
a) Living Room,
b) Dinning Room,
c) A Small Kitchen &
d) Bathroom.
Conclusion:
These are the various types of rooms selling to the guest in the hotel industry.
94
Unit 4
4.1 Brief Introduction To Hotel Core Areas With Special Reference To Front
Synopsis :
Office
Introduction : Define Hotel
Operational Department
Room Division
Front office
House keeping
Food and Beverage Department
F& B Service
Kitchen
Non Operational Department
Marketing And Sales
Human Resources
Security
Financial Control
Purchase And Stores
System (IT Information And Technology)
96
Non Operational
Department
Human Resource
Sales &
Marketing
Purchase &
Store
Accounting &
Financial
Management
Purchase &
Stores
97
IT (Systems)
Operational Department :
Front Office Department (Front Office Manager (Or) Room Division Manager):
It is an operational department.
Responsible for welcoming guests, allotting rooms, and helping guests check out.
Uniformed services like concierge, bell desk, & operators are part of department.
Housekeeping Department (Executive Housekeeper):
To be responsible for cleanliness.
To appear as fresh and aesthetically appealing as on the first day.
Up keeping of the front of the house areas, as well as back of the house areas.
Food And Beverage (Food And Beverage Manager):
It is an art.
There are different styles of service like waiter, self-service & vending.
It can be given in the best possible way.
Food Production (Executive Chef)
Food can be produced in good quality, in numbers of ways.
Varying with the policy, size and type of catering establishment.
Engineering And Maintenance (Chief Engineer):
The department is responsible for all kinds of maintenance, repair, machines, & fittings .
98
Reservation Agent/Assistant:
Reception Assistant:
Bell Captain:
He carries guest baggage during check -in & check -out at the hotel.
Dedicated to welcome the guest to the hotel, open hotel door, assist guest upon arrival.
101
Assistant FOM:
Night Auditor:
Conclusion:
These are the brief introduction to hotel core areas & departments with special reference to103
front
office in the hotel industry.
4.2 Functions of FO
Guest Services
Reservation
Guest Accounting
Establishment of Credit
Registration
Charge postings
Occupancy Services
Night audit
Check out & History
Settlement
Functions (areas):
To sell guest rooms, register guests, & assign guest rooms.
To co-ordinate guest services.
To provide information about the hotel,
The surrounding community and
Any attractions or events of interest to guests.
To maintain accurate room status information & room key inventories.
To maintain guest accounts statement & complete proper financial settlement.
104
105
4.4.1
4.4.2
4.4.3
4.4.4
4.4.5
4.4.6 Concierge
4.4.7 Front office cashier
4.4.8 Hotel switch board operator / Telephone operator
4.4.9 Night auditor
4.4.10
Valet (Car) parking attendant
4.4.11 Door man
106
4.4.1
Position Summary:
These people register guest name & Assign the room.
To calculate the room availability position .
Inform to HK of all check-outs, late check-outs, early check-ins & special requests.
107
4.4.2
Position Summary:
To provide up to date information of the hotel & city to the guest.
To receive guest mails & forward them correctly.
Duties & Responsibilities
Coordinate guest services
To provide desired information to guests.
To update the guest rack after every arrival & departure.
To maintain information rack.
To handle guest mails & messages.
To assist in guest paging.
Provide information
i. About the hotel,
ii. Surrounding community
iii. Any attractions
iv. Cultural events
v.
local points of interest
vi. Travel assistance
4.4.3
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4.4.4
Position Summary:
a)
b)
c)
d)
4.4.5
Position Summary:
A hotel employee who provides information & personalized services like
Dinner,
Reservations,
Tour &
Travel Arrangements.
Bell boy
112
Position Title : Bell Captain / Bell Boy/ Bellhops / Bell attendants / Porter
Reports To : Lobby Manager / FOM
4.4.6
Position Summary:
He carries guest baggage during check in
& check out in the hotel.
Duties & Responsibilities
To maintain bell boys.
To put luggage tag at the time of arrival of guest.
To escort the guest to the rooms & familiarize them.
like TV, A/C, telephone directory, & functions of all other equipment installed in the room.
4.4.7
Position Summary:
Who handles money, post charges.
To over-sees guest account settlement.
4.4.8
Position Summary:
Who manages the switch board.
To coordinate wake up calls.
4.4.9
Position Summary:
Who handles money & posting charges.
To over-sees guest account settlement.
4.4.1
Position Summary:
0
A person who provide parking service for guest automobiles (car)
Duties & Responsibilities
Valet Parking is generally available at hotels offering world-class or 5 Star services.
Specially trained employees should park guest and visitors cars.
Personal attention and security of valet parking service .
Guests do not have to worry about finding a parking space,
Responsible for the security of vehicles being moved to and from the hotel entrance.
On the hotel portion of ticket the attendant should note the existing damages of the vehicles.
Attendants should not take a car into their care without issuing a receipt to the guest.
It is usually in the form of a ticket or a tag.
Vehicles keys must be kept in a secure area, and only issued by qualified personal.
Cars should be only returned to the guests when they return the receipt.
Reports & information to the front desk each night.
So that parking charges can be posted to guest accounts.
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Summary:
Door attendants/ Link man / Door man /commissionaire
They are dedicated in welcoming the guests to the hotel.
The persons who provide curb-side baggage service.
4.4.1
1
Duties And Responsibilities Of The Door Attendants Are: Opening hotel doors and assisting guests upon arrival.
Helping guests and unload luggage from vehicles.
Escorting guests to the hotel registration area.
Controlling vehicle traffic flow and safety at the hotel entrance.
Hailing taxis, upon request.
Assisting with valet parking services.
Performing light housekeeping services in the lobby and entry area.
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Diplomacy
Loyalty
Personal Hygiene
Honesty
Physical Fitness
Helpful Attitude
Punctuality
Good Memory
Flexibility
Communication Skills
Salesmanship
Calmness
119
Diplomacy
To be diplomatic while attending to any problem without upsetting or offending the
guest. Eg: 1. Non-availability of rooms. 2. over booking.
Loyalty:
FO staff should be loyal to their job as well as to the management & organization.
Honesty
FO employee should be honesty & trustworthy.
Honest staffs are asset to the company & it leave a good impression in the guest mind.
Helpful Attitude:
To be sensitive to the guest needs.
To responds & speaks intelligently.
Good Memory:
Ability to remember the guests name & faces and like & dislikes. Eg: Quite floor.
It gives a personalized touch & establishes a lasting relationship with the guest.
Salesmanship
To have complete knowledge about the hotel facilities, & happening in the city.
To do up selling to Suggest the guest to book a higher rate category
Calmness
FO staff should be remain clam & patience in high pressure situations.
121
Help to diffuse the tension, resolve the problem & win the guest faith & loyalty.
Left
Luggage
Room
Jewellery
Shop
Guest
Relation
Executive
Desk
Counter
for
Groups
Arrival
Public
Phone
Door Man
Bell
Desk
Security
Entranc
e
Valet parking
AttendantSouvenir
Shop
Travel
Desk
Beauty
parlor
Lobby
Manager
Desk
LOBBY
Concierge
Reception
Cahier
House
Phone
Gents
Toilet
et
Ladies
Toilet
Reservation
Office
Telephone
Operator
Safety
Back Area
Deposit
locker
Information
Layout of Lobby
(5
Front Office
Manager
Sales &
Marketing
Office
EXIT
123
Introduction
Every hotel have their own lobby layout structures as per their needs.
Here we find the most common seen layout in the hotel.
Door Man / Link Man / Door Attendants / Commissionaire
To dedicated to welcome the guest to the hotel,
To open hotel door, assisting guest upon arrival.
Valet Parking Attendant / Car Parking Attendants
Who parks the guest cars / automobiles.
Bell Boy / Bell Hops / Bell Attendants / Porter (handle guest baggage)
He carries guest baggage during check in & check out at the hotel.
Persons who provide baggage service between the lobby area & the guest room.
Travel Desk
A person who looks for transaction of guest from place to place.
Book tickets on behalf of guest airlines, railways, steamship, & taxies on
commission basis.
124
Safety Lockers:
Where the guest avail on request.
The guest can place their valuable things in the safety lockers.
Lobby Manager / Duty Manager:
He controls the team of lobby supervisors & lobby attendants.
He should ensure that the lobby desk is running smoothly.
(GRE) Guest Relation Executive:
She is responsible for receiving the (VIP) very important person.
Concentrate mainly on maintaining good relation to the guest.
Responsible to solve the problems of unsatisfied guest.
Information Assistant:
To provide up to date information of the hotel & city to the guest.
To receive guest mails & forward them correctly.
Telephone Operator:
Who manages the switch board.
To coordinates wake up calls..
125
Reservation
Who responds to reservation requests.
To create and maintain reservation records.
Reception Assistant
These people register guest name & Assign the room.
To calculate the room availability position.
Cashier:
Who handles money, post charges.
To over-sees guest account settlement.
Front Office Manager: (FOM)
He is responsible for room sales & quality service to the guest.
He has to report to (GM) General Manager of the hotel.
General Manager:
The most powerful and more responsible person in the hotel.
Who directs all department HOD- head of the departments in the organisation.
Conclusion:
These are the basic layout of front office department in the hotel industry.
126
4.7 Front Office Equipment (Non Automated, Semi Automated And Automated)
Synopsis:
Introduction
Front Office Equipment - Facts
List Of Front Of Equipment
Non Automated
Semi Automated
Fully Automated
Introduction:
Conclusion.
To help in record keeping in the system.
To combine elements in each approach.
To produce effective & comprehensive system everything need / relevant.
Front Office Equipment Facts:
Time
FO
Operations
Equipments
years
Past
Non Automated
Before 1920s
Present
Manuel
During 1970s
127
Non Automated:
It relies fully on handwritten forms.
Some small hotels still use it.
Semi-Automated:
It relies upon both handwritten & machine produced forms.
Merit: better than no-automated, easy to read.
De-merit: complexities of operating & controlling devices maintenance problems.
Full-Automated:
It used in fully automated hotels.
FO used for record keeping in computer based.
1970s 1st introduce in hospitality industry.
It attract the largest properties.
1980s Computer equipment less expensive
More compact
Easier to use
User friendly software packages
Not require sophisticated technical training as demand earlier.
128
129
It is a piece of FO equipment.
It is traditionally considered the most important.
It contains a summary of information about the current status of all rooms in the hotel.
Room rack slip: Information about guest information, room types, features, & rates.
Front desk staff normally use this information to match the available rooms with
guest requests during the registration process.
Note: in fully automated property, the need of room rack may be eliminated.
Information Rack:
It composed of two index listing- one is guest last name & one by assigned room number
Semi- Automated:
Account Posting Machine:
It commonly used in hospitality industries during 1950s, 1960s, & 1970s.
A posting machine normally provides: A standardized means of recording transactions.
A legible (clear) guest account statement.
A basis for cash & deferred payment management.
An analysis of departmental sales activity.
An audit trail of charge purchase transaction.
Cash Register:
Front desk cashier used to record at cash transaction & maintain cash balance
It may used to : Record the amount of a transaction.
Record the purpose of the transaction.
Record the affected departments.
Record the type of transaction.
Record the identity of the cashier.
Record the amount tendered.
Record the method of payment.
131
Wake-up Device:
Many hotels use automated software to provide wake up calls. In this, all the wake up
request from the guests are fed into this system, which includes the date, time, room
no., name of guest and the telephone of that particular room automatically rings at the
mentioned time thus waking up the guest.
Fax Machines: The full form of the Fax is Facsimile Automated Xerox machine and
is important electronic equipment used in the Front desk for the purpose of
communication. This equipment operates through telephonic lines and is used
extensively to receive or send official documents, which are important from the point of
view of guest and also the hotel.
Call Accounting System: The call accounting system is called PABX (Private
Automated Branch Exchange) is used in Telephone exchange section of the front
office department to automatically trace and bill the outgoing calls made by the guests
during their stay in the hotel.
Computer: Almost all the hotels of the world is using computer these dates for the
successful operations of the hotel. A computer is very essential equipment where one
can feed various data and information .
133
Procedures :
Records - (AHMA)
Reservation Form
Reservation By Fax
Group Reservation Card
Reservation Wall Cart- By Dallet Jones
Daily Arrival, Stay Over & Departure
Report
FO Cash Sheet
Internal Control Inspection Checklist
Express Check-out Form
Aged Accounts Receivable
Guest History Card / Record
Daily Transcript (Non-automated)
Revenue Report
Room Revenue Report
High Balance Report Guest Ledger
Guest Ledger Report
Activity Report
Distribute Report-(night Auditor-depart
Heads)
Ten-day Forecast Form Occupancy
Three-day Forecast Form Occupancy
Daily Operation Report
Monthly Room Division Budget Report
Pay Roll Analysis Form
Discount Grid
136
Lead Time / Booking Pace.
Records: (oxford)
Reservation:
Confirmation Letter
Reservation Request By Letter
Hotel Booking Diary
Whitney Slip (Reservation)
Bed Room Journal
Conventional Chart
Standard Density Chart
Reservation Form
Registration:
Guest Registration Card
Form C
Hotel Register
Arrival List
Arrival Errand Card
Lobby Control Sheet
Rooming List
Message Slip
Key Card
Key Control Sheet
Safe Deposit Locker Register / Record
Left Luggage Register / Card
Records
Guest Folio
Horizontal Tabular Ledger
Visitor / Vertical Tabular Ledger
Guest Ledger High Balance Report
Accident Report Form
Unit 5
5.1 Understanding And Uses Of Accents, Orthographic Signs & Punctuation
French
5.2 Knowledge Of Cardinaux & Ordinaux (Ordinal & Cardinal)
5.3 Days, Dates, Time, Months And Seasons
5.1 Understanding And Uses Of Accents, Orthographic Signs & Punctuation
LES ACCENTS ( The accents)
Apart from the alphabet, there are accents in French which functions almost like
vowels. There are mainly three kinds of accents and they are
1.
2.
3.
-> LE POINT
(Full stop)
-> LA VIRGULE
(The comma)
-> LE POINT-VIRGULE
(The semi-colonel)
->LES DEUX POINTS
(The colon)
->LES POINT D`INTERRROGATION (The question mark)
->LE TRAIT D`UNION
(The hyphen)
-> LE TIRET
(The dash)
-> LES GUILLEMETS
(Inverted comma)
-> LA PARENTSE
( The brackets)
-> LE POINT D`EXCLAMATION
(The exclamation mark)
->LA CDILLE
(The cedilla)
NOTE:
The sign is put only under the alphabet c when followed by A,O and
U, gives us the pronunciation of KA,KO and KU but when the cedilla is
put under c ,then the changes TU SA, SU and SU. C followed by
E and I sounds like SE and SI.
140
Eg:
1. 6:15 AM il est six heures wuinze du matin (or) il est six heure et wuart du matin
2. 21:45 il est vingt une heures wuarante cinq
(or) il est vingt une heures et trois quart (21 )
(or) il est neuf heures quarante cinq du soir ( Nine Forty Five P.M)
(or) il est neuf heures et trois wuart du soir ( 9 in the evening)
Forty Five Minutes past nine in the evening / P.M
Days:
To day
Au joudhu
Yesterday
Hier
Tomorrow
Demain
The Day After Tomorrow Lendemain / Aprs Demain
The Day Befire Yesterday Avant hier
Before
Avant
After
Aprs
Next
Prochaine
Mail
Handlin
g
Procedu
re
Guest Mails
Send to the information
desk,
Which will further sort the
nails.
Resident
Departed
Guest
Guest
If guest
in room,
send a
bell boy
to deliver
th e mail,
if
registered
mail take
signature
in the mail
If guest
not in
room,
place a
mails in
key rack
& deliver
when the
guest
comes
collect
If guest left
a mail
forwarding
address,
redirect
the mail to
that
address, if
not, send
back to the
sender
Official
Mails
Send to respective
offices
Future
Guest
Send the
mail to the
reservatio
n section,
where it will
attach with
the GRC &
deliver to
guest at the
time of
Employee
mail
Send
to time
office.
Place in the
mail rack
from where
employees
can collect
their mails
146
e
A telephone call / visitor for a guest
Handlin
Check whether the guest in his room
g
Procedu
The guest is not in
The guest is in the
re
the room
room
If the guest has left
a location form,
locate the guest &
inform about the
same
Resident Guest
Note the message on
a message slip in
duplicate. Keep the
original copy along
with the room key &
ask the bell boy to
slip the duplicate
copy through the
door of the guest
Check if the
guest has left
any mail &
message
forwarding
details & act
accordingly
Connect the
call to the guest
room or inform
the guest about
the visitor
Future Guest
149
Follow
us
et
ihm