Et 8 Fo Bsc 1st Sem Unit 1 2 3 4 5 QP 2015

Slide 1

ET SRM IHM

B.SC., (H&HA) 1st Sem

By E.T. Sathish Kumar., MBA,

[email protected]

+91 8608 90 3137

FOUNDATION COURSE IN FRONT OFFICE OPERATIONS I

Units

Soft Skill - 60 Nos

Syllabus - 1 No

ET Important Questions - 10 Nos

Previous year Question paper - 51 Nos

Key terms - 152 Nos

Unit 1 Introduction To Tourism, Hospitality & Hotel Industry

Unit 2 Classification Of Hotels, Time Share & Vacation Ownership

Unit 3 Types Of Rooms

Unit 4 Front Office Organization

Unit 5 French

Resume model- 1 No

Technical- 150 Nos

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2014 - 2015

E.T.Sathish Kumar., MBA,

ET FO SRM IHM B.Sc H&HA 1st sem

Top 60 soft skillsThe Workforce Profiledefined about 60 "soft skills", whichemployers seek. They areapplicable to any field of work, according to the study, and are the "personal traits and skills that employers state are the most important when selecting employees for jobs of any type."

1. Math.

2. Safety.

3. Courtesy.

4. Honesty.

5. Grammar.

6. Reliability.

7. Flexibility.

8. Team skills.

9. Eye contact.

10. Cooperation.

11. Adaptability.

12. Follow rules.

13. Self-directed.

14 Good attitude.

15. Writing skills.

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16. Driver's license.

17. Dependability.

18. Advanced math.

19. Self-supervising.

20. Good references.

21. Being drug free.

22. Good attendance.

23. Personal energy.

24. Work experience.

25. Ability to measure.

26. Personal integrity.

27. Good work history.

28. Positive work ethic.

29. Interpersonal skills.

30. Motivational skills

31. Valuing education.

32. Personal chemistry.

33. Willingness to learn.

34.Common sense.

35. Critical thinking skills.

36. Knowledge of fractions.

37. Reporting towork on time.

38. Use of rulers and calculators.

39. Good personal appearance.

40. Wanting to do a good job.

41. Basic spelling and grammar.

42. Reading and comprehension.

43. Ability to follow regulations.

44. Willingness to be accountable.

45. Ability to fill out a job application

46. Ability to make production quotas.

47. Basic manufacturing skills training.

48. Awareness of how business works.

49. Staying on the job until it is finished.

50. Ability to read and follow instructions.

51. Willingness to work second and third shifts.

52. Caring about seeing the company succeed.

53. Understanding what the world is all about.

54. Ability to listen and document what you have heard.

55. Commitment to continued training and learning.

56. Willingness to take instruction and responsibility.

57. Ability to relate to co-workers in a close environment.

58. Not expecting to become a supervisor in the first six months.

59. Willingness to be a good worker and go beyond the

traditional eight-hour day.

60. Communication skills with public, fellow employees, supervisors, and customers.

How many soft skills do you possess?

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SYLLABUS : FOUNDATION COURSE IN FRONT OFFICE OPERATIONS I

01Introduction To Tourism, Hospitality & Hotel Industry

1.1Tourism And Its Importance

1.2 Hospitality And Its Origin

1.3 Hotels, Their Evolution And Growth

02classification Of Hotels

2.1 Size

2.2 Star

2.3 Location & 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

Time Share & Vacation Ownership

2.11 What Is Time Share? Referral Chains & Condominiums

2.12 How Is It Different From Hotel Business?

2.13 Classification Of Timeshares

2.14 Types Of Accommodation And Their Size

03Types Of Rooms

3.1 Single, Double, Twin

3.2 Suits

04Front 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

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2014 - 2015



Important ?

Tourism & its Importance

Classification of hotels Location, clientele

Types of rooms

Front office Hierarchy

Personality traits

Layout

Brief Introduction To Hotel Core Area With A Special Reference To Front Office

Duties & Responsibilities FOM, Receptionist, Bell Boy, Reservationist

Functions of front office

Front office Equipments

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PREVIOUS QUESTION PAPER?

1. Give point wise job description and job specification of a concierge

2. Explain the hotel and guest mail handling procedure with the help of a flow chart

3. Give the front office organizational chart of a large and small hotel.

4. Explain the duties and responsibilities of a Front office Manger.

5. Explain the classification of hotel on the best of

a) Size b) Starc) Location d) Clientele e) Service

6. Pen down the important land marks in the growth of hotel industry

7. What is time share and condominium? How is it different from hotel business?

8. Define and explain important of lobby Give a neat sketch of Front office layout

9. List down different types of hotel rooms available in star hotels and briefly describe.

10. Define hotel Mention different departments of a hotel. Explain Front office and its importance.

11. Write short notes on the following

a) Supplementary accommodation b) Importance of tourism

c) Paging d) Rooming a guest e) J.R.D Tata

12. Explain left luggage procedure followed at Bell Desk

13. a) Write the following Cardinaux in French i. 9ii.4iii.20iv. 8v.12

b) Write the following days in French i. Wednesday ii. Sunday iii. Mondayiv. Thursday v. Friday

14. a) State True or False

i) The hospitality industry includes not only lodging establishments but food and beverage operations.

ii) Hotel Industry is one of the most important foreign exchange earning industry in India.

iii) 5 star hotels are required to have parking facility

iv) Front office communications involve only verbal communication

v) Rooms are not a perishable product sold by a hotel.

b) Match the following

i) Small hotels in Switzerland are called - a) Star System

ii) In India hotels are classified - b) Front Office

iii) An area of hotel which normally does not come in contact with guest- c) Chalet

iv) A hotels most visible section - d)Food production

v) Larder is a part of - e) No revenue centre

c) State True or False

Light shows are part of tourism industry

Another name of American plan is Bonjour

Casino hotels are located in the heart of city

Concierge is not a part of FO

Doorman is also called as chauffer

Many times guest complaints are beneficial to the hotel

A quad room contains double-double bed

Key & mail rack should be in clear view of guest

SPATT means uniform staff

Key card & welcome card are same things

15. Write short notes (any two).

a) Types of rooms b) Message handling c) Time share d) Chain hotels

16. Effective listening is an important part in telephone handling.

As a front office staff list the various measures taken while handling guest calls.

17. Draw and explain any five automated equipment used in modern budget hotel.

18. Give the check in procedure for a guest holding guaranteed reservation.

19. Give step by step procedure for baggage handling on FIT arrival.

Support your answer with any one document used during the process.

20.Draw the organization chart of front office department and write the duties & responsibility of a front desk agent.(receptionist)

21. Draw the layout of front office department and indicate the location of various

sections of front office department.

22. Define the term bell desk and give step by step procedure for left luggage handling.

23. Explain the various functions of bell desk area (any ten)

24. Trace the history of hotel industry enlist the name year of foundation parent company and product of five Indian and five international hotel chains.

25. Define the term hotel and classify it on different basis. Also give the single and double room sizes of star categorized hotels.

26.Define the term inn give any eight examples of supplementary accommodation and explain each briefly.

27. Define the term movement list and give step by step procedure for check in of a guest.

28. Briefly explain any ten personality traits of front line staff


2014 - 2015


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29.Differentiate between timeshare and condominium

30. Define the term timeshare hotel. Classify the different types of timeshare

31. Write short notes on any five

a) Errand card b) Commissionaire c) Chalet d) Inn

e) Referralf) Suite room g) Tavern

32. Enlist the various equipment used in automated, semi automated and non automated front office department

33. Differentiate between any five

a) Adjoining and adjacent roomb) Chain hotel and referral hotel groups

c) Cabana and lanai room d) Skipper and sleeper

e) FIT and GITf) Front office and reception

g) Bell hop and concierge

34. Give the French equivalent of following

a) Monday e) White

b) January f) Hundred

c) Summer g) Good morning

d) One hourh) Black

i) Saturday j) Winter

35. State True or False

a) Sarai is an example of alternative accommodation

b) Concierge is part of uniformed service

c) Quad room has four double beds

d) Function of key card is different from card key

e) Trade fairs are part of tourism industries

f) Pre registration can be done for walk in guest

g) Guest folio is prepared by the receptionist

h) American plan include room with one major meal

i) Reservationist is responsible for guest welcoming

j) Cabana is not a let able room

36. Match the following

a) 1903, Decemberi) Cashier

b) Overbooking ii) Let table room

c) VPO iii) Sir

d) Bonsoir iv) Good Morning

e) Lanai v) Reservation

f) Time share vi) Reception

g) Motel vii) Taj Mahal Palace

h) Monsieur viii) Good evening

i) Bonjour ix) Highway hotels

j) Room allotment x) Vacation ownership

2015 QP

First impression is the last impression which is created by FO depart. Justify this statement

Define hotel. Explain the classification of hotel

Explain the evolution & growth of hotel.

Explain various functions of Bell desk of 4 star hotel & draw one related format.

Explain various types of rooms available in a hotel.

Hierarchy of the FO Depart of 5* hotel. List 10 duties of FO Supervisor.

10 Essential personality traits of a FO Staff.

Messages Handling Procedure with help of flow chart

Layout of lobby & design a layout if multi system FO counters

FO Equipment automated, semi-automated & non-automated

Give step-by-step procedure for baggage handling on FIT arrival. Draw one document

Signification of tourism

Timeshare & condominium

Hospitality & its origin

Left luggage procedure followed by bell desk.

[email protected] e.t. sathish kumar., mba +91 8608 90 3137


2014 - 2015


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Hotel: House Of Taxable Endless Luxury

Hotel/Inn :A place where a bonafied traveller can receive food & shelter, provide he is a position to pay for it & is in a fit condition to be received. By British Law.

Caravan: A group of people, vehicle or supervised animals that are travelling together for security. (caravanserai)

Motel: A hotel for people who are travelling by car, with space for parking cars near the rooms.

Tourism: Movement of people from their normal place of residence to another place (with the intention to return ) for a minimum period of twenty four hours to maximum of six months for the sole purpose of leisure & pleasure.

Domestic tourism: The Tourism activity of people within their own country.

Outbound tourist : This refers to tourists travelling abroad for business or leisure.

Inbound tourist: This refers to tourist entering a particular country.

Hospitality is also known as the act of generously providing care and kindness to whoever is in need.

Itinerary: A plan for a journey, listing different places in the order in which they are to be visited.

Note: 2 Mark Write With Own Examples , To Get Full Marks.

2 Marks

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Chain: a group of hotels that are owned or managed by one company

Timeshare: It is a hotel that is jointly owned by people who use it at different times.

Franchise: An arrangement in which a private investor runs a hotel under a hotel chain on having signed a contract with the letter.

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.

Management Contract Companies: Companies having the expertise to manage hotels, operating on the basis of management free or a percentage of gross revenue.

Proprietary ownership: It is the direct ownership of one or more hotels by a person or company.

Commercial Hotel/ Downtown Hotel: A hotel situated in the heart of city centre or business centre, catering to the business traveller.

Sub-urban Hotel: These are the hotels located in sub-urban areas, away from the city centers, & have a advantage of quieter surroundings.

Resort: these are the hotels that are located at destinations of tourist attractions like hill stations, sea beaches, & country side.

Motel: a hotel located on a highway, providing moderated lodgings to highway travellers.

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B& B Hotel: It is generally a large family residence where the owner lives on the premises & is responsible for serving breakfast to guests.

Airport Hotel: A hotel situated in the near of airport & other ports of entry.

Casino Hotel: A hotel that provides gambling facilities.

Convention Hotel: A hotel with a convention centre & large number of rooms to accommodate all participants of a convention.

Transient Hotel: These hotels cater to the needs of people who are on the move & need a stop over en route their journey.

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.

Residential Hotel / Apartment Hotel: This type of hotel caters to people who stay for a duration of one month to two years.

Semi Residential Hotel: A hotel catering to people in transit to another place, incorporating features of both transient & residential hotels.

Heritage hotel: A hotel set in a fort, place, or haveli.

Floatel: a hotel that floats on water, like cruise liners & houseboats.

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Single Room: This type of room has one single bed for single occupancy.

Twin Room: this type of room has two single beds for double occupancy.

Hollywood Twin Room: This type of room has two single beds with a common head board.

Triple Room: A room with three single beds to accommodated three people.

Quad Room: A room with four separated single beds to accommodate four people.

Double Room: This type of room has one double bed for double occupancy.

Double-double Room: It is a room with two double beds to accommodated four people.

King Room: A room with a king size bed (6 by 6 feet)

Queen Room: A room with a queen size bed (5by 6 feet)

Duplex: This type of suite has two rooms which are situated on two different floors & are connected by an internal staircase.

Parlour Room: A living room without a bed. a room not use as a bed room.

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.

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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)

Adjoining Room: It is a room that shares a wall with another hotel room but is not connected by a door.

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.

Suite: This type of room has a living room separated form bedroom area.

Studio Room: A room with a bed & sofa-cum-bed, generally used a living room.

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.

Lanai Room: A room which oversees a scenic beauty e.g Garden, swimming pool.

Efficiency room: A room with an attached kitchenette for guests staying for a long duration.

Hospitality Room: A room outside a guest room where the guest may entertain their visitors.

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Concierge : A hotel employee who provides information & personalized services like dinner reservation, tour & travel arrangements.

Lobby: It is an area just inside a large building, where people can meet & wait.

Reservation section: This section of the front office department receives & process reservation quires.

Reservationist: Process the reservation requests that reach the hotel by any mode telephonic, written, or online.

Reception: This is the front desk of the hotel, which greets guests & answers their quires on their arrival.

Receptionist: The first person to come in contact with guests at the time of arrival

Walk-in Guests: Guests who arrive at a hotel without prior reservation.

Information Desk : To provide information to the Guest.

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.

Telephone Operators: Who answer incoming calls, protect the guests` privacy & direct to the concern person.

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

65. Paging: Locating Guests within the hotel by a public address system.

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Goal: It is a short- term, Measurable end result.

Objective; The end result that a hotel wants to achieve over varying periods of time.

Mission: The Reason or purpose for the existence of a hotel.

Vision: A statement that concretely describes how a hotel sees itself in the future.

Word of Mouth: Oral or written recommendation of the services of a hotel by a satisfied customer to prospective customers.

Front office: The department which takes care of reservation, reception, registration, & final settlement of guests bills.

Kitchen: This department prepares the food for sales in all food outlets in the hotel.

Food & Beverage Service: This department of the hotel is responsible for serving food & drinks to guests.

Housekeeping: This department is responsible for the proper upkeep & maintenance of the hotel

Accounts: To monitors, records, & verifies all the monetary transactions of the hotel

PBX- Private Branch Exchange

PABX - Private Automatic Branch Exchange

UNWTO: United Nations World Tourism Organization

WTTC: The World Travel & Tourism Council

ETC : European Tourism Organization

WTO :World Tourism Organization

PATA: Pacific Asia Travel Association

ICOTT: International Congress Of Official Tourist Traffic Associations

GDP: Gross Domestic Product

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ITC: Indian Tobacco Company

FHRAI : The Federation Of Hotels & Restaurants In India

UNIDO: United Nations Industrial Development Organisation

UNICEF: United Nations International Children's Emergency Fund

ITDC: India Tourism Development Corporation

TTDC: Tamil Nadu Tourism Development Corporation

FEE : Foreign Exchange Earnings

FERA: Foreign Exchange Regulation Act

HRACC: Hotel Restaurant Approval & Classification Committee

HAI: Hotel Association Of India

TAAI: Travel Agents Association Of India

IHM: Institute Of Hotel Management Catering Technology & Applied Nutrition

IHHA: Indian Heritage Hotel Association

RCI: Resorts & Condominiums & Inns

SMERF: Social, Military, Educational, Religious & Fraternal

MICE: Meeting, Incentives, Conference, & Exhibition

WHO: World Health Organisation.

AHMA: American Hotel & Motel Association.

AHLEI : American Hotel Lodging & Educational Institute *****et *****

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PBX: Private Branch Exchange (Telephone switch)

EAPBX: Electronic Automatic Private Branch Exchange

CAS: Call Accounting System

PMS: Property Management System

GDS: Global Distribution System

CRS: Central Reservation System

POS: Point-of-sale

ELS: Electronic Locking System

EMS: Energy Management System

NCR: National Cash Register

PIA: Paid In Advance

STD: Subscriber trunk dialing(also known assubscriber toll dialing)

ISD: International Subscriber Dialling ( also known as International Direct Dialing)

UPS: Uninterruptible Power Supply

DDD: Direct Distance Dialing

TDD: Telecommunications device for the deaf

HOBIC : Hotel Billing Information Centre

VOIP: Voice Over Internet Protocol

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Invention:

1850 - Sewing machine

1873 - Typewriter

1876 - Telephone

1879 - Electric Light Bulb

1885 - Automobile

1895 - Radio

1903 - Airplane

Occupied: A guest is currently registered to the room

Complimentary: The room is occupied, but the guest is assessed no charge for its use

Under stay: a guest who checks out before his or her stated departure date.

Stay over: Guest is not expected to check out today & will remain at least one more night

Overstay: a guest who stays after his or her stated departure date.

On-charge: Guest has departed, but the room has not yet been cleaned & readied for resale

Sleep-out: A guest is registered to the room, but the bed has not been used

Skipper: a guest who has left a hotel & has intentionally not settled their account.

Sleeper: The guest has settled his or her account & left the hotel, but the FO staff has failed to properly update the rooms status.

Vacant & Ready: Room has been cleaned & inspected & is ready for an arriving guest.

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)

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

Check-out: Guest has settled his or her account, returned the room keys & left hotel

Due outs: Guests expected to check out on a given day who have not yet done so.

2 Marks

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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

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

Walk-in: a person who arrives at a hotel without a reservation & requests a room.

Walking: turning away a guest who has a reservation because of a lack of rooms.

Guest Cycle: a division of the flow of business through a hotel that identifies the physical contacts & financial exchanges between guests & hotel employees

Posting: the process of recording transactions on a guest folio.

Folio (bill) : a statement of all transactions affecting the balance of a single account.

Guest folio: a from (paper or electronic) used to chart transactions on an account assigned to an individual person or guestroom

House limit: a credit limit established by the hotel

Floor Limit: a limit assigned to hotels by credit card companies.

Bank limit: the amount of cash contained in the cashier bank when it is issued at the beginning of the shift.

Reservation file: a collection of reservation records

Block: an agreed-upon number of rooms set aside for members of a group planning to stay at a hotel

Book: To sell or reserve rooms ahead of time.

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CRS- Central Reservation System: a network for communicating reservations in which each participating property is represented in a computer system database & is required to provide room availability data to the central reservation center on a timely basis.

FIT- Free independent Traveller: a traveller who is not a part of a group.

No-show: a guests who made a room reservation but did not register or cancel.

Overbooking: accepting more reservations than there are available rooms.

upselling: a sales technique whereby a guest is offered a more expensive room than what he or she reserved or originally requested, & then persuaded to rent the room based on the rooms features, benefits, & his or her needs.

Wash factor: the deletion of unnecessary group rooms from a group block.

Log book: a journal in which important front office events & decisions are recorded for reference during subsequent shifts.

Reader board: a posting or closed-circuit broadcast of daily events at a hotel.

DND: Did Not Disturb the guest has requested not to be disturbed

OOO- Out of Order The room cannot be assigned to a guest. A room may be Out-of-order for a variety of reasons, including the need for maintenance, refurbishing, & extensive cleaning

Forecast: a projection of estimated business volume.

Forecasting: the process of predicting events & trends in business; typical forecasts developed for the rooms division include room availability & occupancy.

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Synopsis:

Introduction:

Meaning Of Tourism

Purpose Of Journey

Define

Resources

Reasons For Travel

Push Factor & Pull Factor

Tourist Activity Preference

International Tourism Organisation

Components & 5 As Of Tourism

Tourist Types

Overview Of Tourism

Tourism Importance

Conclusion

1.1 Tourism and its Importance

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1.1 Tourism and its Importance

Introduction:

Tour is a Latin word, it means a tool for making a circle.

ICOTT - International Congress of Official Tourist Traffic Associations 1925

UNWTO United Nation World Tourism Organization -1970

156 countries member, HQ- Madrid Spain

WTTC - World Travel and Tourism Council - 1997

21st century economy dominated by three industries

Meaning :

The practice of touring or travelling for pleasure or recreation

The guidance or management of tourists as a business.

UNWTO headquarters Madrid, Spain.

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Telecommunication

Information technology

Tourism

Purpose of Journey: The purpose of journey can be classified by

Leisure: Recreation, holiday, health, study, religion and sports

Business , family mission , meeting .

Define

Resources:

The movement of people from their normal place of residence to another place (with the intention to return) for a minimum period of twenty-four hours to a maximum of six months for the sole purpose of leisure and pleasure.

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Resources

Country natural beauty

Climate

History

Culture and the people

Reason for Travel

47 % of guests are on vocation

23% are attending a conference

17% are transient business travelers

9% are staying for personal reasons or family

3% are on government or military business

1% are involved in a job or residence move.

Push & Pull Factors of Tourism

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Internal (push) factors:External (Pull) factors:HealthCultureSportsHistoryReligionGeographyPleasureWildlifeArchitectureShopping

Tourist Activity Preferences:

Shopping

Dining Out

Sampling the local food

Taking Pictures

Touring

Sight seeing

Contact with nature &

The out-of-doors.

5 As of Tourism:

Accessibility

Accommodation

Amenities

Attractions

Activities

International Tourism Organization

UNWTO - United Nations World Tourism Organization

ETC European Tourism Organization

WTO World Tourism Organization

PATA Pacific Asia Travel Association

ICOTT- International Congress of Official Tourist Traffic Associations

WTTC - World Travel and Tourism Council

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3 Components of tourism products:

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.

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Attraction

Accessibility

Facilities

Overview of Tourism Industry

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ACCOMODATIONTRANSPORTATIONFOOD & BEVERAGEREATIL STORES ACTIVITIESHotelTrainsRestaurantsShopping malls Seasonal FestivalsMotelPassenger ShipsBarsGift ShopsTrade FairsTime shareAirlinesPubsArt & Craft ShopsRoad showsResortBusesDhabasHandicraftExhibitionsHoliday villageCarsVendorHandloomSports EventsDak BungalowBikesTake AwayEmporiumStudy TripsSaraiLimousinesSnakes barAntique ShopsExcursionsCasino HotelFerriesRetail ShopsCultural EventsB & B HotelSteamerskiosksLight ShowsCondominiumCruise LinersCircuit HousesCapsule Hotel

Importance of Tourism

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Economic Development

GDP Dross Domestic Product

National Income

Foreign Exchange

Money Spinner

Cultural Benefits

Arts & Crafts - Music & Dance - Wealth & Attraction

Monumental Heritage - Religious Minded.

Social Benefits

Infrastructure Development

Employment Generation

Direct And Indirect Opportunities

Holiday Coupons - Holiday Cheques - Study Strips,

Transportation- Telecom Accommodation Restaurant Railway Roads.

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.

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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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1.2 Hospitality and its Origin

Introduction :

Hhospitality industry is the oldest commercial activities in the world.

An integral part of the larger business enterprise known as travel and tourism.

Hospice a medieval house of rest for travelers and pilgrims.

Earlier called as nursing home and hospital .

Hospitality :

To fulfill the needs of the guest by means of proper service.

To serve the guests by providing shelter , food or both.

To provide a wide range of travel related services. Modes such as

Old Travel,

Accommodation,

Food And Drinks,

Recreational Activities, And

Other Facilities Etc.

Define : Hospitality is also known as the act of generously providing care and kindness to whoever is in need.

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1.2 Hospitality And Its Origin

Hospitality Sectors / Division / Departments ( Job Opportunities)

.

Three Basic Needs:

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.

Origin and Growth:

The origin and development of the hospitality industry

Is a direct outcome of travel and tourism.

Neolithic Age Innovations:

Sailing Vessels

Domestication of animals

Invention of the wheel

Journey On Animals Before The Wheel Is Invented:

The people undertook journeys on animals such us horse, camels & elephants.

However there was a limit to the distance they, could cover in a day.

Lodging Houses / inns

The primitive lodging houses or inns originated

Essentially to cater to these needs of the travelers.

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2014 - 2015


Food

Clothes

Shelter

Earliest inns :

It generally run by families or husband & wife teams

Who provide large halls to travelers

To make their own beds, cook for themselves and sleeps on the floor.

Entertainment and Recreation were also provided on a modest scale.

Gradually, the inns started providing beds to travelers.

Typically, an inn would have a large hall with many beds.

India Dharamshala, sarai

Japan Ryokans

Spain Paradors

Portugal - poussadas

America coffee house

France cabarets & hostelries

Switzerland Mansiois hospitia

Greece Phatnal

China Relay houses

Europe - Taverns & Inns

Different Names Throughout The World For Houses Or Inns

Synopsis

Introduction

Define Hotel

ERA Ancient Era, Grand Era, Modern Era.

Ancient Era

3rd century

Industrial Revolution

Grand Era

Travel Motivation

French Revolution

Entrepreneurs Raise

Thomas cook

Modern Era

Improvisations

World War

Automotive Industry

Conclusion.

1.3 Hotels , Their Evolution And Growth

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Introduction:

The invention of currency and the wheel sometime in the 5th century BC

The main two factors that led to the emergence of inn-keeping

To begin the hospitality as a commercial activity.

Era:

1.3 Hotels , Their Evolution And Growth

39

Modern Era

Grand Tour

Ancient Era

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.

3rd century AD:

In 3rd century AD, numerous lodging premises mushroomed.

To develop the network , roads where laid throughout Europe and Asia.

Lodging houses were known as mansionis.

These conditions prevailed (existed) for several hundred years.

Industrial revolution:

The industrial revolution brought shift in travel, business, education & society.

The lead in organized hotel keeping was in Europe, especially Switzerland.

Between 1750 and 1825, inns in Britain gained the reputation of being the finest hospitality establishments.

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Grand Tour:

1.Culture2. Health 3.Pleasure 4.Curiosity5.Science6.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.

Famous hotels emerged in Zurich and Geneva.

Thomas cook

Thomas cook organized a rail tour from Leicester to loughborough.

He immortalized (elevated) himself as the worlds first tour operator.

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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.

1st city hotel in New York in 1794 with 73 rooms.

19th century, hoteliers continued to build better , larger, and most luxurious hotels

1980 - 1st Business Hotel, the Statler hotel in Buffalo.

Automotive Industry Rise:

1950s increase in automotive industry gave rise to motor hotels with free parking facilities. This served as rest houses for people travelling between two cities or tourist destination.

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:

Ancient and medieval era 2. Colonial era 3. Modern Era

Introduction And Growth Of The Hotel Industry In India

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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Ancient And Medieval Era (From Indus Valley Civilization To AD 1600

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.

The lodging houses during those times were known as dharamshalas. (Dharma in Sanskrit means religion and shala School).

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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Colonial Era (1601-1947)

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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Modern Era (1947 onwards)

After independence, there were big leaps (high) in the hotel trade in our country.

The Oberoi Group of Hotels was founded by Rai Bahadur Mohan Singh Oberoi.

The Taj Group of hotels took over several British Properties, maintain high standards of service and quality and expanded their business to overseas.

The ITC (Indian Tobacco Company) welcome group later decade (10 years) joined in the hotel industry

The year 1949 saw the organization of four regional hotels and restaurants associations, with head offices in Delhi, Mumbai, Calcutta and Chennai. The four association were linked in FHRAI Federation of hotel restaurant association of India

The Ashok Hotel in Delhis the first luxury hotel built by the government ; it was founded in 1956, to host independent Indias first ever international event.

UNIDO - United Nations Industrial Development Organization

1966- ITDC Indian Tourism Development Corporation.

In few decades, various well known international chains have came to India.

Hyatt, Intercontinental, Marriot, Hilton, Best Western, Shangri-La, Four Seasons, Carlson, and Aman.

Conclusion: These are growth of hotel industry in India.

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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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UNIT 2 : CLASSIFICATION OF HOTELS

48

Hotel Classification

Size

Type of Clientele

Heritage

Duration of Guest Stay

Ownership

Location

Level of Services

Star Rating

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2.1 Classification of Hotels on The Basis of Size:
SizeSmallMediumLargeVery LargeIndia25 Rooms 26 To 100 Rooms101 To 300 Rooms More Than 300 Rooms European & US (Or) Developed NationsLess Than 100 Rooms Up To 300 Rooms400 To 600 Rooms600 To 1000 Rooms
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Hotel Classification on The Basis of Size

Small

Medium

Large

Very Large

Standard System (Star rating System)

Introduction :

In India Star Rating of hotels is given by an central government committee (HRACC)

The members of HRACC comprises of:

Officials from Central and State Tourism ministry

Members of FHRAI

Members of HAI

Members of IATO

Members of TAAI

Principle of IHM

Members of IHHA

HRACC categorizes hotels into:

Star Rated Hotels ( One Star to Five Star Deluxe)

Heritage Hotels

2.2 Classification Of Hotels By Star Rating


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2.2 Classification Of Hotels By Star Rating/

Hotel Classification by the Government Committee

Star Rating

Heritage Hotels

One Star

Three Star

Five Star

Five Star Deluxe

Four Star

Two Star

Heritage Grand

Heritage

Heritage Classic

2.2 Classification Of Hotels By Star Rating

One Star Hotels:

To be these properties are generally small

To be Independently owned & provide a family atmosphere

To be limited range of facilities & the meals may be fairly simple.

Two Star Hotels:

To be typically small medium sized

To offer more extensive facilities

To guest can expect comfortable well equipped overnight accommodation

Three Star Hotels:

To be all bed rooms with have an en suite bath and shower

To offer a good standard of comfort & equipment.

Four Star Hotels:

To be well designed with coordinated furnishings and decor.

To be a high staff to guest ration.

To provide 24- hours room service, laundry, porter services.

The restaurant will demonstrate a serious approach to its cuisine.

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Five Star Hotels:

To offer space & luxury.

To maintain the best International standards.

Elegance interior design, to impress with its quality.

The furnishing should be immaculate (extremely clean, neat & tidy).

The services to be a formal.

The staff will be knowledgeable, helpful, customer care with courtesy.

Heritage Hotels This category covers hotels in residences, havelis, hunting lodges, castles, or forts and palaces

Heritage: Built between 1935 & 1950

Heritage Classic: Built prior to 1935 but after 1920

Heritage Grand: Built prior to 1920
Heritage: Heritage ClassicHeritage Grand: Built between 1935 & 1950Built prior to 1935 but after 1920Built prior to 1920
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2.3.1 CLASSIFICATION OF HOTELS BY LOCATION

Downtown Hotel

Airport Hotel

Motel

Floatel

Resort Hotel

Sub Urban Hotel

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

A parking lot iii Re-fueling for vehicles

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.

Kerala are some examples of floatels in India.

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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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Classification on the basis of Duration of Guest Stay:

Transient Hotel :The duration of stay at transient hotels is very short, a day or even less generally patronized by transient travelers.

Commercial Hotel: The duration of guest stay in these hotels is short, ranging from a few days to a week

Extended stay Hotels: These hotels are for those guests who wish to stay for a long period (from few days to weeks)

Semi-Residential Hotel : The duration of stay may range from few weeks to some months.

Residential /Apartment Hotel: As the name suggests, residential hotels provide accommodation for long duration. The duration of stay may range from months to few years.

Length (Duration) of Stay
Hotel Classification On The Basis Of Duration Of StayTransient CommercialExtended StaySemi - ResidentialResidential/Apartment A Day Or Even LessDays To WeekDays To Week(Fortnight)Weeks To MonthsMonths To Years

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:

The Oberai Udaivilas-Udaipur

ITC Hotel Grand Maratha Sheraton Towers & towers- Mumbai

Classification On The Basis Level Of Services
EconomyBudget Mid-Market Upscale LuxuryLimited Service Full Service
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Mid Range Service

To offer Mid-range services

Often modest but sufficient

Rates are lower than a world class / first class hotels

To focus on largest segment of the travelling public

Staffing level is adequate

For business people, individual travellers & families

Eg: 1. Tag Residency- Lucknow 2. Trident Hotel - jaipur

Economy / Limited Service/ Budget Hotels

The growing segment in hospitality industry

To focus on meeting the most basic need of guests

To provide clean, comfortable & inexpensive rooms

Primarily for budget minded travellers

It usually does not offer room services, laundry banquet & elaborate amenities

One star & two star hotels may come in this type.

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2.3.2 Classification on The Basis of Clientele

Business/Commercial/

Downtown Hotel

Suite Hotel

Casino Hotel

Convention Hotel

Conference Centre

Bed & Breakfast Hotel

Residential Hotel

Transient Hotel

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Business or Commercial or Downtown Hotel:

Designed to business traveller & Duration of hotels is generally very shortage.

Generally situated in the heart of the city centre.

The occupancy level is higher during the weekdays & slightly lower during weekends.

Hotel provides like

High standard Roomsiv. High speed Internet Connectivity.

Amenities ( Guest )v. Secretarial Services

Business Centersvi . Conference Halls.

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 :

A living areaiv A microwave

A compact kitchenettev A complete with a refrigerator

A bed room attach with a bathroom.

The facilities are highly customized & may include:

Valet servicesiii Personalized Guest stationary

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.

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Casino Hotel:

It provides mainly gambling facilities.

Along with facilities like

Specialty restaurants

Bar

Round the clock-room service

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:

Overhead projectorv VCR/ VCD / DVD player

Flip chartvi LCD Projector with screen

White board with markersvii Computer

Televisionviii 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

Best audio

Visual equipments &

Seating configuration.

Eg: 1. Hotel Taj palace New Delhi2. Hotel jaypee Palace Agra.

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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.

2.4 Classification of Hotels on The Basis of Ownership

Franchise

Time share

Condominium

Management contract

Proprietary Ownership

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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.

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No Identifiable Ownership.

No Relationship To Other Hotels Policies, Procedures, & Financial Obligations .

The unique advantage is autonomy (self rule).

It offer level of services towards attracting a specific target market.

Organisations are more flexibility often allows to quick adopt to changing market conditions.

Eg: 1. The Breakers in Palm Beach Florida (US), 2. The Catysle Hotel in New York. 3. A Typical example is family owned and operated hotels .

Contract between Owner of the property & Hotel Operations - is management Contract.

Owner employs the operator as an agent.

It would be signed by the developers & the management company.

It provides the management expertise.

It might be hired to run a hotel.

Eg: -Hilton - Sheraton- Best western- Hyatt

- Choice Hospitality - Renaissance - Stouffer etc..

2.5 INDEPENDENT HOTELS

2.6 MANAGEMENT CONTRACTED HOTEL

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Chain: a group of hotels that are owned or managed by one company

Chain ownerships usually impose certain minimum standards, rules, policies & procedures to restrict affiliate activities.

In general, the more centralized the organization, stronger control over the individual property.

Several different structures exist for chain of hotels

May own affiliated properties or not.

May have strong control over the Architecture, Standard & Management.

A chain is usually classified as operating under as:

Management contract

Franchise

Referral Group.

Eg: List Of Major Chain Hotels In The World:

- Taj- Oberai - Hilton - Marriott

- Accor- Shangri la- Kempinski - Meriden

- Nikko - Radission - Sheraton - Westin.

2.7 International Chains

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International Hotel Chains:

Accor-pullman

Choice International

Golden Tulip

Hyatt Hotels

Mandarin Oriental

Pena Hotels

SAS International Hotels

Club Mediterranean

Forte Hotels

Hilton International

Intercontinental

Marriott Hotels

Nikko Hotels

Radisson Hotels

Best Western,

Shangri-la,

Four Seasons

Carlson

Domestic Hotel Chains:

Ashok Group

Ginger Hotels

ITC Hotels

Lemon Tree Hotels

The Leela Places, Hotels & Resorts

Peppermint Hotels

The Residency Group Of Hotels

Royal Orchid Hotels

SRM hotels

Management Companies Of The World:

Starwood Hotels & Resorts

Westmont Hospitality

Moa Hospitality

Prime Hospitality

Boykin Hospitality

Lane Hospitality

Wyndham International

Meristar Hotel & Resorts

Interstate Hotels & Resorts

International & Domestic Hotel Chains

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Franchising: is simply a method of distribution where by one entry that has developed a particular pattern or format for doing business.

Franchisor: - (Gives ) Grants to other entities.

- Provides a license privilege to do the business.

Franchisees : (Receives) company / individual right to do business under its name as per the terms & conditions agreed upon.

To developing parent company ( franchisor owned ) hotels.

A strong brand name .

Some Franchisors (Giver ) also provide :

- National / International Central Reservation System -CRS

- National Advertising Campaigns - NAC

Management Training Programs - MTP

Central Purchasing Services CPS

Architectural Consulting Services ACS (outside of hotel)

Constructions Consulting Services - CCS

Interior Design Consulting Services IDCS (Inside of hotel)

Eg: 1. Holiday inn2.Ramada 3.Days 4.Quality Hotels & Inns.

2.8 Franchise / Affiliated

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Advantages Of Franchise

Site Selection

Easier Credit

Construction Expertise

Fixtures & Equipment Assistance

Good Training

Opening Support

Promotional Assistance

Economies Of Scale

Ongoing Support

Business Format Franchise:

Product

Operating & Service Standards

Trademarks

Marketing & Strategic Planning

Quality Control

Communication System

Dis Advantages Of Franchise

Restrictions

Unwanted Products Or Procedures

Unwanted Advertising

Unprotected Territories

Cancellation

Inadequate Training

Consistency In Successful Franchise Operations

Quality

Service

Cleanliness

Value

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Introduction :

All forms of rented accommodation (HK)

Provide bed and breakfast

Some basic service at a reasonable price.

2.9 Supplementary Accommodation / Intermediary Alternative

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Alternative Accommodation

Sarai / Dharamshala

Youth Hostel

Dak Bungalow / Circuit House/Inspection Bungalow /Forest Lodge

Lodge / Boarding House

Camping Ground /

Tourist Camp

Paying Guest Accommodation

Yatri Niwas

Railway / Airport Retiring Room

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.

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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.

The guest normally pays for accommodation, may be for food & beverage services.

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In the1960s in Europe ( UK ) this was initiated.

Catchy advertisement slogan Do not rent the room by the hotel, its cheaper.

1974, 1st time America (US) start Caribbean International Corporation at Florida.

It is a hotel that is jointly owned by people, who use it at different times

vacation license rather than ownership.

They have to make one-time payment for a time and an yearly fee to cover the maintenance costs and related expenses.

Same room 52 times (weeks) to 52 different owners.

It usually a week / 7days in a year rented.

Example: 1.Club Mahindra Holidays. 2. Sterling Resorts.

TIMES SHARE: Methods of Use: Owners can:

Use their usage time

Rent out their owned usage

Give it as a gift

Sell

Exchange internally within the same resort or resort group

Exchange externally into thousands of other resorts

Save or move points from one year to another. (7*3 =21 days)

2.10 Timeshare / Vocation Ownership / Holiday Ownership

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RCI (Resort Condominiums International)

Acondominium, orcondo, is the form ofhousing tenure (French:co-proprit divise)

Is a division of the firm WyndhamWorldwide (previouslyCendant.

Founded in 1974 by Jon and Christel DeHaan,

It has grown to become one of the larger brokers of timeshare trades.

RCI has over 4,000 affiliated resorts in over 100 countries around the world.

Its membership base is approximately 3.6 million members worldwide.

RCI operates two main exchange programs - RCI Weeks and RCI Points.

A hotel is owned by a single owner who might use it for some part of the year & rent it out for the remainder of the year.

It involves joint ownership of a complex,

Condominium hotels are similar to time-share hotels except that condominium hotels have a single owner instead of multiple owners sharing a hotel.

Example: 1. Singapore is most popular 2. RCI Resort & Condominiums & Inns.

A group of independent hotels that have banded together for their common good.

Hotels within the group refer their departing guests..

Hotel within the group refers their guests to other affiliated properties.

Example : Best Western International.

2.11 Condominium Hotels

2.11 Referral Chains / Groups Hotels

78

E

2.12 How Timeshare Is Different Form Hotel Industry

2.13 Classification of Timeshare

Color codes: - Seasonality Interval International

79
HotelDimensionTimeshareLuxuryServiceModerate to LowExpensiveIdealBudgetHotelierOwnershipIndividual ( Guest )Any day in a yearPeriod7 days in a yearBusiness orientedNatureFamily OrientedWeek daysPeak timeVocation & WeekendsTaj CoromandelExampleClub Mahindra HolidaysColor codesDemandRed - RedHigh DemandYellow - WhiteMedium DemandGreen - BlueLow Demand

These properties tend to be apartment - style units

Ranging in size from studio unit (with room for two) to three & four bedroom units.

These larger units can comfortably house large families.

Units normally include fully equipped kitchens with a dining area, dishwasher, televisions, DVD player and more.

Kitchens are equipped to the size of the unit, so that a unit that sleeps four should have at least four glasses, plates, forks, knives, spoons, and bowls so that all four guests can sit and eat at once.

Units are usually listed by how many the unit will sleep.

Sleeps 2/2 would normally be a one bedroom or studio.

Sleeps 6/4 would normally be a two bedroom with a sleeper sofa.

These resorts tend to be strict on the number of guests per unit (room).

Unit size can affect demand at a given resort where, a two-bedroom unit may be in higher demand than a one-bedroom unit at the same resort.

An example of this may be a one bedroom at a great beach resort compared to a two bedroom unit at a resort located inland from the same beach.

******et sathish kumar ****all the best ******

2.14 Type of Accommodation & Their Size

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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.

3. Types (Kinds/Classification) of Rooms

Synopsis:

Introduction

Types of rooms

Ordinary rooms

Suite Rooms

Special category rooms /Other types of rooms

Conclusion.

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Types of Rooms

Ordinary Rooms

Suite Rooms

Special Category Rooms/

Other Types Of 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

Single room

Twin room

Triple room

Quad room

Double room

Double-double room

Hollywood twin room

Queen room

King room

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83

Single Room -1

Triple Room - 3

Quad Room - 4

Double Room - 2

84

Twin Room

Parlor Room

Cabana Room

Hollywood Twin Room

85

Swimming Pool View

Bed Room

Living Room

Garden View

LANAI

Room

SUITE

Room

86

Penthouse

Duplex Room

Hospitality Room

Efficiency Room

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.

Ordinary Rooms

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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.

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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 :

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.

Suite Rooms

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Junior Suite / Mini Suite:

It is smaller size of suite room.

A single room with a bed & a sitting area.

The sleeping area may be in a bedroom or separated from the parlor or living room

Single Suite:

A room meant for single occupancy.

A room with a bedroom & a sitting room.

Double Suite:

A room meant for double occupancy

It have a sitting room.

Duplex Suite:

This type of suite has two rooms.

Which are situated on two different floors

It connected by an internal staircase

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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.

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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.

Special category Rooms/

Other types of rooms

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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.

.

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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,

Living Room,

Dinning Room,

A Small Kitchen &

Bathroom.

Conclusion:

These are the various types of rooms selling to the guest in the hotel industry.

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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

Unit 4Front office organisation

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Synopsis :

Introduction : Define Hotel

The core areas of 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)

The core areas of Front office in hotel

Front Office Department

Front Desk Agent

Reservation Agent/Assistant

Reception Assistant

Bell Captain

Bell Boy

Valet Parking Attendant

Door Man / Link Man

Mail & Information Clerk

Information Assistant

Lift Operator

Telephone Operator

Cashier

Conclusion

4.1 Brief Introduction To Hotel Core Areas With Special Reference To Front Office

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Introduction : Define Hotel: (2mark)

A place where a Bonafide traveler can receive food and shelter, provided he is in a position to pay for it and is in a fit condition to be received. By British Law.

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General Manager

Assistant General Manager

Operational Department

Non Operational Department

Front Office

House keeping

Engineering & Maintenance

Food Production

Food & Beverage Service

Purchase & Stores

Accounting & Financial Management

Purchase & Store

Sales & Marketing

Human Resource

IT (Systems)


2014 - 2015


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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 .

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Non - Operational Department (Or) Supportive Department :

Marketing And Sales Department ( Sales And Marketing Manager):

The function of the department in Five fold sales, personal relations, advertising, getting MICE (Meeting , Incentive, Conference, and Exhibition)

The common goal of selling the product of the hotel Rooms, food etc.

Human Resource Department ( HR Manager ):

Used to be called Personnel department earlier.

Responsible for Training, Recruitments, orientation, employee welfare, compensation, labor laws, and safety norms.

Security Department (Chief Security Officer):

Responsible for safeguarding the assets, guests, and employees of the hotel.

To conduct fire drills, monitoring surveillance equipment.

Financial Control Department ( Financial Controller ):

Responsible for ratifying all the inventory items of operations.

Inventory control.

To finalize the budget prepared by the HOD along with the GM.

To maintain accounting activities like make payments, billing, collecting payments, generating statements, bank transactions, employee pay role & hotel financial statement.

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Purchase Department (Purchase Manager):

To report to the financial controller.

Procurement of all departmental inventories.

In most hotels, the central stores are part of the purchase department.

System (IT- Computer ) System Manger:

To maintain all computer related works in the hotel.

To be confidential.

To work for both guest as well as employee.

Core Areas Of A Hotel: An Overview :

Operational Department (Or ) Revenue Earning Department :

Sell service or products to guests, thus, directly generating revenue for the hotel. These department includes Front office, Food and Beverage,&Hotel-operated shops.

Non Operational Department (Or) Support Departments:

One which helps to generate revenue indirectly by playing a supporting role to the hotels revenue earning department.

These include human resource, maintenance, purchase, housekeeping, and so on.

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Special Reference To Front Office Department:

Front Desk Agent:

Who registers guests.

To maintain rooms availability information.

Reservation Agent/Assistant:

Who responds to reservation requests.

To create reservation records.

Reception Assistant:

These people register guest name & assign the room.

To calculate the room availability position & to advise / communicate to reservation.

Bell Captain:

To brief all the bell boys.

To ensure bell boy in their allotted shift.

Bell Boy: (handle guest baggage)

He carries guest baggage during check -in & check -out at the hotel.

Valet Parking Attendant:

Who parks the guest cars / automobiles.

Door Man / Link Man

Dedicated to welcome the guest to the hotel, open hotel door, assist guest upon arrival.

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Mail & Information Clerk:

One who takes message, provides directions to guests and maintains mail.

Information Assistant:

To provide up- to- date information of the hotel and city to the guest.

To receive guest mails and forward them correctly.

Lift Operator:

To help the guest at stated floor, to maintain cleanliness, & right number / weight.

Telephone Operator:

Who manages the telephone switch board.

Coordinates wake up calls..

Cashier:

Who handles money, post charges.

Over-sees guest account settlement.

Travel Agent

A person who looks for transaction of guest from place to place.

To provide necessary reservation of the hotels.

To assist the traveling facility available in other city.

Book tickets on behalf of guest airlines, railways, steamship, & taxies on commission basis.

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Front Office Manager: (FOM)

Head for the front office department.

He is responsible for room sales & quality service to the guest.

He has to report to (GM) General Manager of the hotel.

Assistant FOM:

Assistant to the FOM work.

He will be acting when FOM is absence.

He is responsible for proper function of the (FO) front office operation.

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 relation to the guest.

Responsible to solve the problems of unsatisfied guest.

Night Auditor:

To post room charges & taxes to guest accounts.

To verify all accounts postings & balance.

To prepare a summary of cash, check, & credit card activities.

Conclusion:

These are the brief introduction to hotel core areas & departments with special reference to front office in the hotel industry.

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4.2 Functions of FO

Reservation

Charge postings

Guest Accounting

Establishment of Credit

Registration

Night audit

Settlement

Guest Services

Occupancy Services

Check out & History

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.

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4.3 Front Office Hierarchy / Organizational chart / FO core areas in a hotel

Front Office Organization Of a 3/4 Star Hotel

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Content :

4.4.1 Receptionist

4.4.2 Reservations agent

4.4.3 Information Assistant

4.4.4 Front office Manager

4.4.5 Bell boy / Bell captain

4.4.6 Concierge

4.4.7 Front office cashier

4.4.8 Hotel switch board operator / Telephone operator

4.4.9Night auditor

4.4.10 Valet (Car) parking attendant

4.4.11Door man

4.4 Duties & Responsibilities

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Position Summary:

These people register guest name & Assign the room.

To calculate the room availability position .

Duties And Responsibilities :

Greet the guests on their arrival.

Politely confirm the details of guest with confirmed reservation.

Complete the registration formalities.

Check the room availability in case of walk-in guest.

Assign the rooms & Call the bell boy to escort guest to their guest to their rooms.

Use up selling

Coordinate room status, updated with the house (HK) keeping department.

Inform to HK of all check-outs, late check-outs, early check-ins & special requests.

Process guest check-out requests.

Post all the credit charges to the guest folios.

Process requests for safe deposit boxes according to the hotel policy.

Process reservation requests of guests, if directed by reservation section.

Position Title : Receptionist

Reports to : Front office Manager

4.4 Duties & Responsibilities

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4.4.1

Position Summary: Who is responsible for all aspects of reservation processing.

Duties & Responsibilities:

To process reservation

by mail, telephone, fax, CRS, referral, travel agents, sales office etc.,

To know the credit policy of the hotel.

To prepare letters of confirmation.

To communicate to front desk.

To process all modification & cancellation.

To understand the hotels policy on guaranteed reservation & No-shows.

To process advance deposits on reservation.

To track future room availability on the basis of reservation.

To help in develop room revenue & occupancy forecast.

To prepare expected arrival list..

To handle daily correspondence, responds to inquires.

To promote good will - helpful to guests, managers, & fellow employees.

Position Title : Reservation Agent / Reservation Assistant

Reports to : Front Office Manager

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4.4.2

Position Title : Information Assistant

Reports to : Front office Manager

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

About the hotel,

Surrounding community

Any attractions

Cultural events

local poi

Documents

Et 8 Fo Bsc 1st Sem Unit 1 2 3 4 5 QP 2015