NAME OF THE UNIT : THE HOSPITALITY INDUSTRY

Content:
1. Introduction

- 01

2. History And Development Of Lodging Industry International

- 06

3. History And Development Of Lodging Industry India

- 10

4. Defining The Term Hotel

- 15

5. Reason For Travel

- 18

Objective:
Objective of this unit is to make the students aware of development of lodging industry in
India and aboard. This unit includes defining hotel along with various reasons of people
for traveling.

INTRODUCTION TO THE FRONT OFFICE

Front office is the department which is responsible of giving first impression of the hotel
when the guest arrives in terms of revenue it contributes 50% of the total hotel sales. The
roll of front office is to reserve, receive, register, assign room to the guest and act as a
node of information.
In this segment we are going to discuss front office and other departmental coordination.
With housekeeping:1) Receive the report from the housekeeping that the room is ready to sell.
2) Receive the room status report from the housekeeping.
3) Notifying Special arrangement to be done for any VIP or group arrival.
4) Requirement of flower arrangement in lobby.
5) Receive uniform from the housekeeping department.
With food and beverage department:1) Notifying room service about the guest status.
2) Likes and dislikes of the guest in term of food as it may be I guest history card.
3) F&B inform the front office about banquet parties and other seminars.
4) Make the tour plans for the guest or groups as per the discussion about the food and
beverage to be served.
5) The room service is informed about the arrival and departure of the guest.
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With accounts department:1) Upkeep of information with the cashier about guest folios.
2) Receiving financial and departmental reports particularly about guest approaching
credit limit.
3) Intimating account section about dealing with guest account and city ledger.
4) Intimate about the guest arrival and departures.
With sales and marketing department:1) Coordinating with sales departments so as to improve sales during lean occupancy
period.
2) Receiving of market trends from sales department.
3) Forecasting of business along with sales department.
ATTRIBUTES OF THE FRONT OFFICE PERSONNEL:
As the front office department is the frontier department of the hotel so its personnel
should presentable and well ethical .the attributes of the front office personnel are given
below;
1) Punctual: the staff should be punctual enough towards their duties& they must
understand the value of time.
2) Grooming: they must be well groomed according to hospitality standards
3) Self confidence: the staff should be confident enough to handle guest in a emergency
situation.
4) Communication: should be good in communication skills as they have to interact with
guest from different place very often.
5) Diplomacy: they should be well smart to handle the situation diplomatically when the
guest is irritated.
6) Calmness; they should remain calm under pressure situations.
7) Sharp memory: he must be able to memorize room rent and taxes & guest names
along with their likings and disliking.
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8) Quick decision making power: should be able to take spontaneous decisions when
required.
9) Smiling face: the front office personnel should always look cheerful and always wear
a smile.
10) Technical knowledge: should be having sound knowledge, not only about the hotel
as well as about the front office procedures.
11) Physically fit: the front office personnel should be physically fit as they have to
stand and work for long hours.
12) Soft spoken: the staff should be soft spoken not only in front of the guest but also on
the phone.
13) Salesmanship; the staff should be smart to sell the room with a good profit margin.
14) Convincing power: the staff should be able to convince the guest to avail more and
more facilities provided by the hotel.
1.1 HISTORY OF THE DEVELOPMENT OF THE INTERNATIONAL LODGING
INDUSTRY
1. Introduction:Hotel or inn or Sarai are derived from British era which means a place where a tourist can
get accommodation & food along with entertainment & the tourist will be in a position to
pay for the facilities provided. A hotel is supposed to provide lodging to travelers on
payment.
The inns were developed some where in 6 th century B.C. earlier it was operated by hoses
where they used to provide big dormitories with beds. Then in subsequent years theyve
started providing with food & wines. Entire service & preparation of food was done by the
family itself.
The history of tourism is closely associated with the history of Europe. This phenomenon
is originated at Europe. After the industrial revolution in Europe, a great change was
observed in the tourism industry. More and more people started traveling in order to satisfy
social, business and leisure interest.
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Various empires of Europe contributed significantly in the development of tourism such as

Egyptian, Greeks, Persians and Romans etc.
In the western part of the world the tourism was established Egyptian empires and
reduced its zenith under Romans. The road transport was developed because of the
business need. More & more people have started traveling frequently in order to get
business from different parts of the world. Earlier tourist used to carry their own kitchen
equipments, household amenities, tents and animals, staff & servants during traveling.
Then many people understood the requirement of Inns and Sarais as carrying all he above
items made their journey uncomfortable.
Egyptian:Egypt right from the beginning was a great tourist attraction as it was equipped with so
many Palaces, Pyramids and on top of it the Light House of Alexandria was considered on
of the Seven Wonders of the World. Graffiti and messages on the walls were symbolic of
the fame of Egyptian monuments. The real adventures extended the boundaries of the
Atlantic from 11th century onwards. They were also the first to use money as a form of
exchange which helped the traveler lighten his loads.
Persian:The Persians improved the travel infrastructure because the empire expanded over a large
area. They designed roads and developed wagons with four wheels. This invention was
significant in favor of the merchants.
Greeks:Greeks have developed a new era in the field of tourism. They have started the coastal
business and made use of the sea routes for the development of business. They established
the system of currency exchange; the language was common in Mediterranean region.
Romans:5

Romans had a keen admiration for the Greek manners and lifestyle; however they refined
most of their new developments introduced by Greeks through their remarkable sense
organization. In this period of tourists were mainly diplomats, philosophers and
researchers. During 7th & 8th century only, the monasteries used to provide hospitality to the
travelers.
The word INN means a lodging place or house. And subsequently after the
implementation hotels proprietors act in 1956, it was known as a legal term HOTEL.
The next big revolution came into existence when motor car was invented, it helped
the people to travel frequently and hence a term evolved called MOTEL that was
exclusively for the motor tourist.

1.2 HISTORY OF DEVELOPMENT OF THE LODGING INDUSTRY-INDIA

Whenever we mention of history, the general assumption is that we want to know
about the past. We study the past because our present has evolved out of it and to plan a
better future. However various approaches and methods are involved in this exercise.
Ideological leanings and interests determine the course of history writing. There came
6

another stage when social scientists tried to re-orient methodology in the history by
adopting methods of physical science. Thus historical methods were challenged to assert
that all people have a history.
Soon there developed the theory of historical materialism to prove that history went
through an inevitable process change through various forms of social organization.
Therefore its possible to talk of a history of the people rather than of the ruling class.
The main objective to study the history of the lodging industry is to understand the
phenomenon in a particular society in a particular time. Therefore we not only reconstruct
the past but also develop generalizations that are more useful in understanding the present
nature of the tourist phenomenon. To avoid simple generalizations the data needs to be
assessed carefully. In early history we have archaeological evidence of inns, hotels, villas
and transport but such information is fragmentary and covers periods of thousands of
years. For instance the French looked only at the key events and the factors like standard of
living, free time, and cheap transport and sea side resorts and link them to the growth of
industry, labour force, social legislation and local customs. In this the physical,
economical, technical, environmental, socio-political and cultural factors are studied
understand the links between the past and present. And all this is used for the development
of future.
The history of lodging industry has made an important breakthrough in two areas.
1)

Identification of sources of data

2)

Use of both written and oral history

A critical examination of the historical process highlights new perspectives within which a
particular field of interest can be viewed. The establishment of the history of tourism and
lodging industry also helps in establishing the credibility of tourism as an academic
discipline (which in India is still in fancy).
1.2.1 Periodisation and concepts
Within the passage of time the classes of people involved in the lodging
industry have changed and become more democratized. Also the natures of the facilities
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have become more standardized if not universal. The main periods in the history of lodging
industry are:
1)

The ancient era

2)

The transition era

3)

Modern era

The following concepts were commonly used during all periods:

1)

Motivation- the value of new experience and the transformation of travel from

survival to an improvement in the quality of life. This includes

a)

Curiosity: moving from known to unknown

b)

Anticipation: to look for something and evaluate every new experience

c)

Leaving a mark for posterity: what the world offers and why you have experienced it.

2)

Holiday:

The world has two sources, religious and secular.

a) In Europe, a day was set aside at the end of a work cycle and was called for a
religious ritual and this day was called the holy day. In time, certain other
observances were added to the number of holidays when no work was done and
everyone celebrated.
b) The secular tradition was a part of the imperial system when the state granted
public holidays to celebrate imperial glory. On these holidays no work was done
and the people participated in feasting and fun, public games and spectator sports
were the highlights on such occasions.
In time the religious and secular combined and a day of rest became a part of all
societies.
3) Mode of travel:
Mode of travel was the state of art in terms of transport networks and routes, vehicles,
cost of travel, documentation, safe passage, wayside facilities and conveniences to the
traveler.
4) Tourism impacts:
The influence of tourism is not only on the lifestyle of the people but in bringing
about changes in consumption and production as well as wealth.
8

1.2.2 Development chart for the hospitality industry: Traveling by foot

Traveling by animals
Shelter required for tourists.
Families in Europe started providing accommodation & food.
Concept of inns came in existence.
Lodge & Sarai started providing food & shelter to the travelers.
Motor cars were invented and thus Motels came in existence.
1.2.3 Landmarks in the growth of hotel industry:1650 : Pascal opened a caf in Paris and a coffee house in London.
1794 : City Hotel (73 rooms) at 115, Broadway, New York. First building specially made
for the hotel purpose.
1829 : Tremont House. Adam & Eve of the modern hotel industry was opened at Boston
(170 rooms)
1889 : Cesar Ritz introduced luxury hotels such as Savoy, Carlton and Hyde Park hotels
in England.
1890-1899: Fredrick Gordon anduxsd Sir Blundell Maple launched Gordon hotels and
Fredrick hotels ltd.
Late 19th century: Famous Waldorf Astoria in New York.
18.1.1908: Buffalo Statler by Ellsworth Statler in United States was considered as the
birth of the commercial hotels in the world
1927: Stevens Hotel in Chicago, later renamed as Hilton Hotel (3000 rooms).
1950: 2 new concepts (a) Motels and (b) international chain operations came up.
Hotel Rossia or Rossiya: Moscow (remained largest hotel for world quite for sometime)
West Inn Stanford: Singapore (remained tallest building for quite sometime)
1930 depression in world economy: depression in hotel industry.
World war period : upsurge in the hotels.
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1.3

DEFINING THE TERM HOTEL

Hotel: - it is an establishment where facilities like lodging, food and entertainment is

provided to the guest in order to which he will be in a position to pay for it.
A hotel may be called as an establishment where the primary business is to provide the
general public facilities such as food, beverage, uniformed services etc.
As per readers digest dictionary, the hotel refers to a house of entertainment of travelers.
As per the encyclopedia Britannica, the word hotel is of ancient origin, but its used in
English for a house offering lodging and food for travelers.
1.3.1 INNS:The house frequented by common men who were known as tavern. The less important
establishment in France was called CABARETS.
1.3.2 HOSTELS:Derived from the word host and was used very late. The head of the hostel was Hosteller
in French, while in England he was called Inn Keeper.
1.3.3 Hotels may be categorized depending upon factors given below:-

1)

Location

2)

Number Of Rooms

3)

Type Of Plans & Room Rates

4)

Type Of Clientele

5)

Length Of Guest Stay

6)

Facility That Is Offered.

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1.4 REASONS FOR TRAVEL

According to Hunziker and Kraph
Tourism is a phenomenon and relationship arising from the travel and stay of non
residence, in so far as it do not lead to permanent residence and is not connected any
earning activity.
The League of Nations had defined the tourism as a social activity when a person
travels for more than 24 hours in a foreign country. The limitation of this definition was
that it excluded the domestic tourism and stressed only about the international ones.
The Rome conference on tourism had recommended replacing the term tourist with
visitor. Theyve also laid the two explainable criteria for both, as
a) Tourism: - the activity of temporary visitors staying at least 24 hours for
leisure, business, family, mission or meeting.
b) Excursion: - the activity of temporary visitors staying less than 24 hours but
excluding people in transit.
This definition included both the domestic as well as the day visitor.
The British tourist society defined it as the movement of the people for a
short term to the destinations where they dont usually live. It may be for the
day visits or excursions.
The two basic types of tourisms following all the efforts were evolved as:1.

International tourism: when travel is from one country to another.

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2.

Domestic tourism: when the ravel is within the country i.e. the trips taken
by a tourist within his/her own country.

Under the international tourism two more terms come in existence>>>

1.

Inbound: - refers to tourists entering a country.

2.

Outbound: - refers to the tourist leaving a country of his origin for

another.

Coming back to the reasons of travel, we have the following reasons in basic: 1)

Holiday or vacation including visit with friends and relatives.

2)

Meetings and conferences, including other business activities.

3)

Health and sports.

4)

Religion and culture

5)

Special interest tours like study tours etc.

1.4.1 The time period of a tour can be limited or affected by the following factors:1) Holiday duration or period
2) Price
3) Attraction & activities
4) Single or multi destinations
5) Packaged itinerary or individual travels
6) Inclusive arrangement or special interest tours etc.

1.4.2 In todays context the different types and reasons for tourism are:
1)

Rest and recuperation: For taking a break from the everyday life relieving the stress of the societies and every

day long work hours. Tourism which takes a person away from all the hectic daily routines
12

and stress to a peaceful destination can be called vacations. It can be both domestic and
international.

2) Escape: It can be defined as a mass shift of place from everyday reality world to a periphery
region or in other words a north-south migration.
3) Communication:Spending time with friends and relatives who far from a persons home and dont
come in contact in the busy daily schedules.
4) Culture and education:This tourism is based on generally the site seeing tours to experience and see different
destinations, domestic or international though not necessarily in depth.
5) Freedom: This is something when a person free from work chooses his own destination & sets
out for the facilities and comforts that come his way rather than experience.
6) Health: Some tourists come particularly to experience the Spas, Saunas, Undergo cures of
different ailments, visit health club for workouts and yoga.
7) Special interest tours: Organized as per the special interests such as golfing & fishing. These can range from
medical, historical, archaeological and other interests.

8) Adventure & Wildlife: All away from the modern civilization when the researchers, doctors or adventure
crazy tourists come to the forests with bearers, porters and mules, animals of different
or jeeps mixing, trekking, hiking and camp life with the luxury of a first class hotel.
9) Convention tourism: Mixing leisure with work holding conferences, meetings at tourist destinations.
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1.4.3 Out of all above factors, what motivates a tourist??

These questions are pertinent and the answers are relevant for those in studies of the
tourism development areas and the tours and travel industry: Sun, Sea, Sand & Sex: The American parlance defines it as the 4S formula. Sea bath with access to beach
(sand) and a good weather (sunshine), is an expectation of tourist who want to escape
from temperate or tropical climates. New fashion of a SUN TANNED skin also takes
over the traditional skin style.
Some tourists like to do things with the crowd. So the overcrowding has pushed
those who like privacy to he destinations in Africa and Asia. Many analysts the 4S as
the TOURISM IN A GHETTO, to emphasize the artificiality of a created
reservation which can be used to analyze or measure the tourist attention a particular
destination is getting.
In recent times, the 4S had been expanded into Golf, Sports which is extremely
popular in the more affluent countries of the world, and particularly Japan. According
to the records 15 million of the Japanese took off only for the golfing tours all over the
world. Hawaii and Australia are the most favoured destinations for such tourists.
Many tourism experts condone golf tourism as an environmental affair however some
studies In Japan says that the colours and the chemicals used the greens are no less
than the pesticides and harmful industrial effluents.
Leisure, Touring, Site seeing and Culture tourism: - (LTC)
Some tourists with touristic lens view like to wander more and more and spend every
night in a different place experiencing different cultures and people.
That is why the destinations visited by these tourists are much more varied and
widespread than the ones visited by he 4S tourist. Although the interests may vary
with every tourist and thus, the level of service also would differ.
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 Visiting friends and relatives: - (VFR)

Generally this form of tourism covers the domestic run. We get to see this in
almost every walk of our life, e.g. a person wants to meet a friend in Delhi and also
plans to visit the historical places in and around. Then the nearby destinations like
Agras Tajmahal can also be visited in the run.
This segment is of great importance but not considered economically significant
by the providers of accommodation and food services because this type of tourist will
stay, eat and spend with their host i.e. his friends and relatives. These tourists use
friends or relatives as hosts for visiting the places of interest. In India we see an
interesting combination of VFR & LTC to subside the cost of transport and
accommodation so that there will be enough money left to spend on site-seeing,
leisure, recreation and shopping.
Business and Incentive Travel: Business traveler usually overlaps or turns up as the holiday maker. Though the
business trips are not directed towards the tourist centers or resorts, rather than their
demand is directed to the centers of trade and commerce or diplomacy. They may
demand special services like communication and secretarial facilities, meeting &
convention rooms, car rentals & accommodation. Such tourists focus on the travel to
the destinations within the city after they finish up their business meetings etc.
Special areas of interest of such tourists are conferences, trade fairs &b
exhibitions. Some organizations feel the need of executives to be in the resort
atmosphere to make them more productive as well as enjoy while they work. Fairs and
exhibitions are a reflection of the health of an economy and give an opportunity to the
local people to earn the benefits from the emerging tourist traffic.
1.4.4 Other determinants for traveling: 1. Psychological: 15

It has become like a fashion nowadays that at certain time of the year, a person
desires to go for a vacation. It also acts as a psychological break from the hectic daily
life of a person.
2. Socio-Political: Many societies encourage tourism as a form of rejuvenation. Many
organizations give incentives and entitlements to their employees. Some companies
even organize visits to the medical spas etc to their employees in need. Even the
political system encourages certain preferences for holiday destinations as well as
activities, like holding conventions and conferences. E.g. Nandi Hills near Bangalore
was chosen for the SAARC summit.
Economic: In west when a persons income rises by 1 unit, then he spends around 1 and a half
unit on tourism. This indicates their propensity to travel. Where income is not high,
people tend to spend less on travel and tourism.
The price of tourism in relation to other consumer expenditures is also
important. Special offers along with discounts often make tourism a more favorable
option for this class of the society.

Progress review:
Unit I
16

Q1. Why is it important to know about the history of tourism? (3 marks)

Q2. Explain the development of tourism in India?

(5 marks)

Q3. Give an insight of the transition of tourism from the Inns and Lodges to the modern five
star hotels.

(10 marks)

Q4. Define the term hotel.

(10 marks)

Q5. Expand the following reasons of travel:

(10 marks)

1) Vacation
2) Business
3) Conferences
4) Medical tourism
5) VFR

NAME OF THE UNIT: CLASSIFICATION OF HOTELS

Content:
1)

According to the size, location, & length of stay.

- 30

2)

Level of service , ownership & affiliation

- 35

3)

Referral hotels , franchise & management contract - 38

4)

Chain hotel

5)

Target market

- 46

6)

Alternate lodging facilities

- 50

- 44

Objective:
17

By the end of this unit student will be able to understand various classification of hotel such
as according to location, size, length of stay etc. this unit includes various level of service,
ownership, and affiliation.
Unit explains about referral hotels and various management contracts, concept of chain
hotels and target market. It includes alternate lodging facilities also which are in trend now a
days .
UNIT II. CLASSIFICATION OF HOTELS
2.1 Hotels can be classified on the basis of
a) Size
b) Location
c) Clientele & facilities
d) Star
e) Length of stay of the guest
According to the size:While discussing the size of the hotel, we should remember to distinguish between the
no. of rooms and no. of rooms available for sale. Accordingly as per the available rooms
we can accept the fact that
1. Less than 100 rooms are considered small.
2. From 100 to 199 rooms are considered medium.
3. And more than 300 rooms are considered large hotels.
According to the location
Hotels can be broadly classified under this category. Such kind of a hotel can either
belong to one category or even more. E.g. a commercial hotel can be described as for
businessman purpose wherein if the commercial hotel is located near some tourist place, it
can also be called a resort hotel where people can come to relax and for enjoyment.
1. Commercial hotels:18

A commercial hotel is basically found in the heart of the cities, and busy commercial
area so as to assist the businessmen and other people to carry out their tasks while staying
in the hotels. Company executives traveling for a short no. of days may stay in these
kinds of hotels while they do their work. Apart from these, tourists may also come for a
stay and to enjoy the various tourist spots of the city.
Basically the length of the stay of the guest in such hotels is short, we can say about 2
days to 7 days. These hotels provide a guest with facilities such as a Business Club,
Health Club, Swimming Pool, 24 Hour Coffee Shop, Room Service, Rooms (Designed
Exclusively For The Executive Fleets), Bar And Disco
2. Transit Hotels :These kinds of hotel are located near by an airport, sea port or any port of entry. The
fact is that these hotels are particularly for the people who are in move from on place to
another. The people who fly from one place to another prefer such kind of hotels. Usually
the clientele of these hotels consists of:
a. Layover Passengers
b. Airline Crew Members
c. Transit Passengers
d. Tourist/ Businessmen
In these hotels the length of stay of guest is very short, mainly for one or two days or
even for a few hours. The facilities provided in such hotels are very similar to commercial
hotels.
3. Resort hotels:The location of such kind of hotels is mainly in the resort areas. Resort areas are
basically those places where people go for recreation, to enjoy themselves and to get
away from the hectic city life or to pursue a specific interest or activity. e.g.
a) Hill resorts mountain climbing, trekking
b) Beach resorts swimming, surfing
c) Health resorts
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In these resorts the type of guest visiting are holiday makers, health facilities,
sportsmen etc.
Also conventioneers, since many resorts nowadays are trying to attract business clienteles by
providing good convection facilities. In such cases the length of stay of guest is long and
ranges from a week to a month or even longer.
Such hotels are influenced by seasons. These hotels have distinct on and off seasons. Thus
the number of staff employed differs in both seasons the tariff differs, special off season
package are offered to get more business.
The facilities provided are fewer than in the commercial hotel. More emphasis is laid on
homely, informal atmosphere with casual dress and more social contact between guests.
Entertainments are provided to the guest in form of housie, treasure hunts, fancy dress
parties, film shoots etc. Recreational facilities like T.T., badminton, golf and other facilities
with would depend entirely on the area e.g. lake resort-boating, sea resort- surfing, water
skiing etc is provided.
4. Residential Hotels:They are basically found in the cities likewise commercial hotels. The guest here stays
for long period of times, who have to stay away from their homes for some reason, and
who make these hotels their homes. The length of stay rises from six months to a year or
even more. The rent is paid either monthly or quarterly. The facilities are less as
compared to the commercial hotels with minimum comforts a person would need for
shelter, meals.
NOTE:In a commercial hotel some rooms may be booked for a long period but this does not
make it a residential hotel.
The HRACC classifies hotels against set criteria of standards and awards STAR
RATINGS. These criteria encompass standards that are NECESSARY, ESSENTIAL
& DESIRABLE.
5. Motels:20

The name itself is derived from the phrase Motor Hotels. These hotels are mainly
situated on the perimeters of cities and highways where people traveling on wheels may
check in and spend a night. The types of guest are mainly motorists and road travelers.
The length of stay of guest is very short usually overnight. The facilities provided are
same as in commercial hotels. Adding to the requirements of the travelers these hotels
should have a parking space for every hotel, a garage, a service station and a refueling
station.

2.2 LEVEL OF SERVICE

It is a way of classifying lodging properties by the level of facilities provided to the
guest. The level of guest services offered in a hotel varies without regard to the hotel size.
Some hotels offer more than one level of service. The level of service usually reflects
from the guest room rate. The level of service can be classified under three categories:
World class service
Mid-range service
Economy or limited service
1)

World class service: hotel offering a world class service sometimes called luxury
service. Targeting top business executives, Celebes, bureaucrats, politicians.
World class hotels provide upscale restaurants and lounges. Guest may find over
sized bath towels, soap bars, shampoo, shower cap, clock radio and more
expensive furnishing, dcor and upholstery. Bathroom linen is changed twice in a
day and night turndown service is given. Magazines and newspapers are provided
in each guestroom. Public area of the hotel has world class paintings and

21

furnishings etc. The lobby itself will have many retail outlets, specialty retail
outlets and international newspapers.
In world class hotels the ratio of staff to the guest is high. This enables the
hotel to provide services up to the guest satisfaction. Multi lingual concierge is
also in the lobby giving not only the information but also arranges tickets for
transport and entertainment. In some hotels there is separate floor to entertain the
special guests. These rooms are exceptionally large and contain large number of
amenities. A separate concierge is available on such floors. Special food is also
served on these floors and the facilities such as secretarial service, special checkins and check-outs may also be available.
2)

Mid range service: these hotels also attract a large no. of people, particularly the
ones who are planning small conference, group meetings and conventions. This
type of service levels are typically seen in properties with rooms approximately
around 150 to 200. Though these hotels do not provide elaborated services, but
have sufficient staff to guest ratio. These hotels also provide restaurants and bars
for both in house and other guests.

3)

Economy or limited service: these properties occupy large percentage of

hospitality industry. The basic idea behind these type of services is to provide
guest, a clean and comfortable environment and basic amenities. These properties
attract tourists with budget in mind. In these properties, guest is given a room
with in room phone, soap bar and a television. Some properties also provide
swimming pools and other entertainment facilities. Uniformed service, in room
dining (room service), laundry, and health clubs are missing in these kinds of
hotels but a continental breakfast is provided in the morning in lobby area.

22

2.2.1 CLASSIFICATION ON THE BASIS OF OWNERSHIP AND AFFILIATION

Another way to classify a hotel is to examine the ownership through which a hotel can be
classed. The classification is as follows: 1) Independent hotel: These hotels are on the ownership basis and do not have any affiliation through any
other property. And also they do not have any tie up with any other hotels with regard
to policy, procedures and financial obligations. The advantage in this type of hotel is
that they need not maintain a particular image and they are not bound to maintain any
set targets, but can independently adapt quickly to the changing trends.
2) Management contractual hotel: Another type of chain organization which operates properties owned by individuals or
partners is management contractual hotels. The contract is entered between the owner
and the operator and usually as per the contract
Owner retains the legal and financial responsibilities
Operator pays for the operating expenses and recovers from the owner.
Owner is responsible for paying taxes, insurance and debts.
3) Chains: 23

There may be single owned hotels, yet more and more hotels and motels are now
getting affiliated to each other. This gives them the advantage of a large central
organization providing reservation system, management aids, financial strength,
expertise, manpower specialties, merchandises and promotional help.
Affiliation:I. Two or more operations belonging to some organizations; for example, Holiday
Inns, Ramada, Sheraton Corp., Trusthouse Forte, Hilton Corp., Howard
Johnson, Balkantourist, Day Inns, Travel Lodge, Intercontinental Hotels, Hyatt,
Marriot Corp etc. within one chain, the type of affiliations may vary.
II. A Referral Chain is made up of independently owned and operated hotel and
motel and provides shared advertisement, joint reservation system and
standardized quality. Virtually no shared managements or financial functions.
III. Another chain operation is Multi-Unit Company usually with a head office
and several operations across the country and abroad. E.g. ITC group.
The concept of Franchise: Franchise is a system in which the franchise owner grants another the right or
privilege to merchandise a product or service for a specified return.
Franchise Agreement: It is an agreement under which the owner operates as a member of the chain,
utilizing the brand image, name, goodwill and obtaining for a certain fee some
services of marketing and operating nature support from resources of a large
organizations, advertising, sales promotion, technical and financial help etc.
The most successful franchiser in the hotel industry is the Holiday Inns. Other
successful organizations in the field of hotel franchise are Hilton, Marriott, Howard
Johnson, and Ramada Inns etc.
Franchising must be looked at as a two way benefit scheme. Franchiser
provides certain services and conveys certain rights to the franchisee and the
franchisee as in turn certain obligations to the franchiser. For uniformity franchised
units are generally standardized. Constituted to a specific standard of furniture and
24

dcor specification, fitting, fixtures and equipment specifications. Site selection

and feasibility and appointment of the architect.
Franchise services
Franchiser provides services in three general categories: (i) Methods & Systems,
(ii) Technical Assistance (iii) Marketing Methods
i.

Methods & Systems: a. Proven systems and established operating procedures of a franchiser are
provided to franchisee (operating manuals are given)
b. Training programmes and sessions conducted by the franchiser to the
employees of the franchisee.

ii.

Technical Services: Franchiser provides various technical assistances in different forms such as
assistance during development and construction phases, study of potential sites and
its selection in obtaining finances by introducing the financers to the franchiser,
making of capital budget, feasibility studies, architectural services, purchasing
services (crockery, cutlery, furniture, equipment, linen, glassware and consumables
etc.). These may be provided for a fee (which may be consolidated or separate for
each service).

iii.

Marketing: Marketing techniques, name of the franchiser and its goodwill, logo, signs etc.
Reservation system marketing, advertisement programmes benefits (joint
advertisement campaign) with franchiser, marketing packages, regional sales
offices at strategic points.

Obligations of the franchiser

I. Definitive standard (which defines the physical characteristics), for example, size of
room, size of beds, type and number of furniture, T.V. etc. and also the standard of
swimming pool, F&B outlets, parking etc.
25

II. Operational quality standard such as cleanliness, behaviour and attitude of staff,
quality of service, tariff, frequency of changing of linen etc.
The franchisee is required to maintain both the above types of standards as per the
franchisers requirement.
Franchise costs and fees
I. Payment of an initial fee which is non refundable in the event of the termination of
agreement due to the action or as a result of violation by the franchisee. It is based on
number of rooms.
II. In addition to the initial fee a monthly fee is also payable to the franchiser.
III. Royalty based on room sales, advertising fees, reservation fees, training fees etc.
Method of Computing
i.

Fixed monthly fee.

ii.

Fixed monthly fee plus an amount per reservation originating from the reservation
system.

iii.

Percentage of room sales.

iv.

Percentage of total sales.

v.

Fixed rupee amount per available room.

vi.

Fixed rupee amount per occupied room.

Some common requirements for franchise membership:

Minimum number of rooms required.

Architectural design in confirmation to the hotel owners requirement

Securitization of location

Certain services may be provided

Centralized training programmes for management.

Highest calibre establishment in its category.

Certain standards regarding maintenance, operations, staffing and services.

Some benefits of franchise system:

Feasibility studies
26

Opening assistance

OJT (on job training) for staff

Accounting services

Advertising

Central purchasing

CRS benefits

Financial assistance

Discount on levels and supplies

Newsletters and brochures

2.3 Referral hotels:These are hotels forming a group for a common purpose. These hotels are not exact
replica of each other like franchisee hotels but service standards are consistent enough to
satisfy the guest. Through this concept, all the hotels in a group will have broad exposure as
one property may refer to the other affiliated property in the group. E.g. Best Western
International is the largest referral group hotel.

2.3.1 Chain hotels:Chain hotels can be owned and operated by one company or can form a chain by
offering franchise to the local hotel owners. Here they provide all the standard operation
procedures and their name just the same way like in the normal franchising operations. They
also provide them with the management rules and regulations and to dome extent they also
help in the hiring of the staff for them. Chains with a less dominant central organization
allow individual hotel managers to research more on their creativity to make it a much
profitable affair.
Like we said above, several structures exist where some chains own their properties
whereas many do not. Some have strong control even over the architecture, management and
standards of their properties. Some concentrate only on the advertising and marketing and
27

purchasing only. Some will have minimum membership standards. This means they will not
be equipped to provide a great deal of assistance to local ownership.
A chain hotel is usually classified under a management contract, or as a franchise or
referral group.

2.4 Target markets:The type of clientele or the section of society, travelers, tourists etc. on which any hotel
desires to focus is basically its target market.
By means of surveys, researches, some historical data and trends of visitors, a hotel
determines it target market. A new trend of dividing the clientele into segments is in these
days. This process is called market segmentation.
Here they divide the large market into a number of distinct segments and then they
easily divide the ones to focus upon and in what manner, may it be by the means of discount
on meal or holiday packages or it may be even by the means of advertising or may even
dividing the range of their product divided under some particular brand names. E.g. the
Marriott hotels and Resorts now have different brandnames like Marriott Marquis, Marriott
Hotels, Marriott Inns, and Courtyard by Marriott etc.
Here each brand is dedicated or focused on a particular type of clientele or we may
say a particular market segment. The advantage of this type of segmentation is that when
different varieties of services can be located in a small geographical region, it will attract
different type of clientele also. The disadvantage of this is that the guest may get confused
by seeing a variety of differences in each hotel offering even when it belongs to one central
organization.
The concept of segmentation of the markets can be made clearer by the following of
the type of hotels or lodging facilities which focus to cater only to a specific type of
clientele.
1) Commercial Hotels
28

2) Airport Hotels
3) Suite Hotels
4) Residential Hotels
5) Resort Hotels
6) Bed And Breakfast Hotels
7) Time Share Hotels
8) Casino Hotels
9) Conference Centers
10) Convention Hotels

29

6. Suburban Hotels:These hotels are mainly situated in suburbs with a guest and peaceful surroundings.
a. According to the to the length of stay

According to the length of stay

Very short

I. MOTELS

Short

Long

I. COMMERCIAL HOTELS

Very long

I. RESORT HOTELS

I. RESIDENTIAL
II. TRANSIT HOTELS

II.SUB URBAN HOTELS

30

b. According to the star classification

In India we adopt the star classification system which depends on the no. of
rooms and the standard of the facilities provided by the hotel. There is a statutorily
appointed committee known as Hotel and Restaurants Approval & Classification
committee (HRACC) which comprises of the representatives chosen from govt. &
trade. Under this we have:I. A 5 star deluxe
II. 5 star
III. 4 star and then 3, 2 & 1 star hotels

31

2.5 Alternate lodging facilities:Apart from the hotels, we also have supplementary lodging facilities or
supplementary accommodation. It consists of all type of accommodation other
than the conventional hotel type. These supplementary accommodations offer
shelter & food but not the extra facilities or services which are provided by a
hotel.
Distinguishing between the different type of hotels we will come across
then following differences: The standard of comforts is modest as compared to that of a hotel.
They can sell accommodation at a much lower price.
They have an informal atmosphere and freedom regarding uniform.
There is more emphasis on entertainment & games.
Supplementary accommodation plays a very important role in the total available
tourist accommodation in a country. It caters to both international & domestic
tourist traffic.
Examples:I.
II.

Sarais/Dharamshalas
Camping sites

III.

Youth hostels e.g. YMCA

IV.

Dak bungalows

V.

Circuit houses

VI.
VII.
VIII.

Tourist bungalows
Traveling lodges
Forest lodges

32

IX.
X.
XI.
XII.

Dormitories
Paying guest accommodation
Rotels (Hotels on wheels)
Floatels (hotels on water e.g. houseboats)

Unit II Exercise n
Q1. Categorize the hotels on the basis of the length of stay.

(5 marks)

Q2. Define the following:

1) Casino & time share hotels
2) Rotels & floatels
3) Residential and transit hotels
4) Convention hotel
5) Transit hotels
Q3. Fill in the blanks:

(2 marks)

1) Medium size hotels have _________ number of rooms.

2) Rotels are the hotels on ________.
Q4. Transit hotels are located at which place of the city:

(1 mark)

a) Center of the city

33

b) Near the port of entry

c) Country side
d) Hill stations
Q5. Explain the classification in he basis of size.

(5 marks)

Q6. What are the functions of the HRACC?

(5 marks)

Q7. Explain in brief, different classifications of hotels.

(10 marks)

Q8. Briefly explain about the following terms:

(10 marks)

1) Referral hotels
2) Franchise
3) Management contract
4) Chain hotels
Q9. Why is it important for the hotels to make their policies keeping in mind the
target market?

(2 marks)

34

NAME OF THE UNIT : ORGANIZATIONAL STRUCTURE OF THE

HOTEL& LOBBY LAYOUT
Content :
1)

Organizational structure of hotels

- 54

2)

Layout of lobby

- 57

3)

Handling VIPS

- 65

4)

Uniformed service

- 73

Objective:
By the end of the chapter you should be able to understand the organizational
structure of different types of hotels and should be able to plan a basic hierarchy
of any requirement.
The chapter explains and enlists various equipments used in the hotel front office
department and also the various methods a lobby can be furnished depending
upon the size of systems used etc.
The most important factor of any service outlet is the guest satisfaction. The
chapter explains various methods and procedures to be kept in mind while
dealing with the guest.
Unit III. Organization structure of hotels
Small hotel (with approx 50 rooms)

35

Front office In
charge
Reservations, receptionist,
Informationist

Bell boy

Cashier cum bill

clerk

In a smaller hotel as the no. of rooms is less, the front desk needs not to be
very

elaborate.

desk

with

equal

space

for

reservation/

receptionist/informations can be located comprising all the three in one. A

bell boy is sufficient for carrying of the luggage, no bell captain is required. A
separate cashier cum bills clerk can handle all the bill settlements.

36

3.2 Medium hotels (approx 100 rooms)

Front office
manager

Assistant front office

manager

Receptionist

Reservations/informatio
n

Bell clerk

Cashier

Bell captain

Bell boys/page
boys

Doorman

Lift operator

37

In a medium sized hotel, the overall head of the front office is the front office
Manager. He is the supreme commandant of the front office fleet. Under him comes
Assistant front office manager or lobby manager. He looks after the lobby as well as the front desk and the bell
captain.
In such hotels a different desk is provided for the bell captain to carry out his work peacefully. Doorman &
lift operators are also there in a medium hotel that assists the guest.

38

Unit IV. Lobby Arrangements

4.1 layout of the lobby

Many times in addition to a hotels name, an attractive lobby arrangement also plays
an important role while a guest selects a hotel to stay in. An attractive lobby setup also
reflects the comforts and luxury what the rooms of the hotel may hold. Thus it plays a
very vital role in attracting the clientele looking for luxury and comforts.
Since all guests and their visitors pass through this area, it must be very well
planned.

39

The above mentioned diagram is the basic one for any hotel lobby. All these
facilities give the lobby a much easy reach look. The lobby of a hotel includes the
following:
A general circulation area and a waiting area which leads to the check-in.
Information center
Cashiers counter
Concierge
Travel desk etc.
This area is managed by a senior official called the Lobby Manager
A shopping arcade may be either the part of the lobby or adjoining it. Various food
and beverage outlets like the coffee shop also may accompany the lobby for an easy
approach for all type of in house or external clientele. Location of the cloak rooms for
public is also in the lobby.

4.1.2 Size of the lobby:The size of the lobby depends upon the size of the establishment. Lobby should be
spaciously designed not wasting any valuable space. Principles of space management
should be used while planning a lobby. Avoid pillars as they may obstruct the view of
many attractive parts of the lobby. The systems used in the hotel like manual,
mechanic or automatic will also determine the size of the lobby.
Lobby of the hotel is a high traffic area of the hotel because, all the in house guests,
staff, luggage and visitors of the in house guests move through this area. Thus the
40

lobby should be maintained clean in an efficient manner. A spic n span lobby also
reflects the hygiene that the hotel maintains in its other parts, be it the rooms or the
kitchen for the various food and beverage out lets.
The reception counter:
The reception counter is the place which is associated with the activities like
Arrivals, Information, Departures, Mail Handling, Luggage Handling, etc. are done
from reception counter only which is situated in the lobby. Thus it must be a fully
equipped counter with all he modern facilities to handle the heavy rush in an efficient
manner.
For an efficient handling of the guests, the following points should be taken in
consideration:
Shape:The reception can be made in different shapes like L shape, straight lined, curve
shape (semi circular) or circular shape etc.
Size:The size would depend basically on the type of system which the hotel is using.
Like for a large hotel using the automatic system, the size may be small while for a
small hotel using a Whitney rack system, it may be comparatively bigger.
Dimensions:Usually the counter dimensions are height between 38 to 42; width is 30 approx
and length depending on various factors such as size of lobby, type of hotel,
business profile of the hotel.

41

Various materials can be used for making of a counter like wood & carpet to
concrete with finishing of laminated surfaces, stone, marble, granite etc. depending
upon various factors like cost and design etc.
A new concept of separation of counters has also emerged as more
communicative in the industry such as separate section for each i.e. Arrivals,
Informations, Cash and Bills section is also being used by many hotels. In such an
installation, there should be a very efficient communication network and computer
communication is used for the same.
4.1.3 Also, apart from the front desk other such counters and offices in large
hotels lobby are:
Lobby managers desk
Concierge desk
Bell desk
Travel counter
GRO desk
Public telephone counter
Bank etc.
Right behind the counter, the reservation area, safe deposit lockers, bills section,
and telex and message center may be situated.

42

4.1.4 Hospitality desk:The hospitality desk is meant to deal in services offered complementary or
are available at very little charge for the guest. They include the following
basically:
Baby sitting
Personalized stationary
Flowers and fruits
Free air port pick up and drops to the air port
Assistance in shopping
Guiding foreign guests on tours and shopping etc.
Functions:
Courtesy call to VIPs
Ensuring comfortable stay
Escorting VIPs to the rooms

4.2 Equipments and furniture etc.

Here is a list of equipments and furniture, racks and cabinets etc. usually used in
the hotels run on mechanical /manual and automated systems.

43

1. Front Desk Counter

2. Bell Desk And Concierge
3. Lobby Desk
4. Travel Counter
5. Key And Mail Rack
6. Mail Sorting Rack
7. Mail Forwarding File
8. Duplicate Key Rack
9. Guest History File Cabinet
10.Reservation Filing Cabinet
11.Page Board
12.Safe Vault And In-Room Safe
13.GR Card Holder
14.Typewriters
15.Bulletin Boards
16.Photocopying Machine
17.Duplicating Machine
18.Room Rack
19.Reservation Rack
20.Billing Machine And Posting Machine
21.Cashier Well/Bucket
22.Date And Time Punching Machine
23.Credit Card Imprinter
24.Telephone (Direct And Intercom Line)
25.Various Offices And Business Machines
26.Rotatory Rack
27.Postal Weighing Scale
44

28.Luggage Trolleys/Bell Hop Trolleys

29.Luggage Net
30.Telex Machine
31.Complete Computer System Hardware
32.Revolving Rack
33.Reminder For Times
34.Franking Machine
35.Perpetual Year Planner/Status Board

4.3 HANDLING VIPs:

As the name suggests, the VIPs are a very sensitive affair for every hotel. VIP
handling for every hotel is a task where it has all the rules and guidelines laid well in
advance to avoid any problems. Some concepts in VIP service have evolved as follows:
1)

Receiving at the airport with the most expensive car which the hotel has, and
welcome by an executive of the hotel with flowers.

2)

Registration can be done in VIP lounge. Some hotels have evolved a special
VIP lounge system where only the check-ins are done. As soon as the guest
arrives at the hotel, they are straightaway taken to the first floor which generally
is the location of the VIP lounge also called Club Floor or Club Lounge.

3)

Special amenities are provided for the VIPs. These include personalized
stationary, large soap bar and other vanity amenities, extra flowers arrangement
and a large fruit basket. Minibar is fully equipped with different kinds of spirits.
Some hotels also provide champagne or wine to the VIPs.

4)

The rooming list (which is circulated in different departments like front office
communication center, room service, housekeeping etc) carries all the names of
the VIPs with their room numbers and SPATT i.e. special attention marked on it
45

5)

Guest is called after he checks in for just the courtesy reason and to assure that
the guest is settled comfortably in his room and if he has any other requests.

6)

Wake up calls or any other special requests are also taken if needed.

7)

Screening of calls is done in case of all the VIPs. Screening means to ask the
guest for connecting him to an outside incoming call. It may be that the VIP in
house may or may want to get disturbed. For that reasons its an added service
from the hotel which also gives a personalized sense of service.

8)

During check out, all his documents should be ready well in advance after a
confirmation call that the guest wants to check out or not. It leads to speedy
check-out because the guest would only need to sign his bill and swipe his
credit card for the check out.

9)

The FOA should courteously ask the guest about his/her stay and when can the
hotel expect them next.

10)

The VIPs are given a drop to the airport in the same way they had been
received and escorted with his/her luggage till the entrance of the airport.

4.3.1 HANDLING EMERGENCY SITUATIONS

In hospitality industry especially we might come across with various emergency
situations which are explained below:-

46

1) Lost and found: if some luggage or item is recovered by front office staff after the
guest departure it must be deposited with housekeeping department as they
maintain special lockers for such items and make the separate formats in this
regard.
2) Fire in the hotel: in case of fire inform the fire fighting department and must know
the name of the first who located the fire. Then the guest may be asked to use the
fire exits instead of guest elevators. The work according to the fire drill.
3) In case of death: in case some dead is body is located in the hotel immediately
inform the general manger, security officer and hotels doctor. After this with out
creating panic call the police for further necessary actions. The information about
the mishap will be sent to the deceased guests permanent address.
4) Theft: in case if the guest has stolen something from the hotel then the amount
must be adjusted to his final bill. This is a polite way to tell the guest about his
misdeeds but this should only be done when the staff is absolutely sure other wise
it may tarnish the reputation of the hotel.
5) Accidents: house doctor must be called as soon as any accidents came into the
notification. First aid may be provided on the spot .care must be taken about
training front office staff regarding first aid.
6) Riots and curfew: in this situation the front office staff is supposed to inform the
security, and then they should seal the entry and exit points of the hotel. In case the
situation becomes more serious then they may call the police.
7) Damages by In house guest: he should bee charged according to the damage, if he
objects general manger may be informed about it.
8) Drunken guest: this situation is happen quite often time in the hotel. the drunken
guest must be isolated and taken away from the public areas . This condition must
be handled in a very polite way, (do not argue, in any case)if guest still misbehaves
then security should be informed.
47

48

4.4.1 Types of Rota

Usually, a rota covers between seven days and one month. For each member of staff, a
row of symbols indicates which shifts to work for each of those days. The total number
of hours planned, over the whole period, is calculated and displayed on the right. The
numbers of staff providing cover for each shift are counted for each day and displayed
at the bottom.
In general it is best suited to self-contained departments of up to about 40 staff, but it
can handle many more.
A basic rota
A basic Rota is used to record staff details, target hours and shift patterns that generally
remain fixed from one period to the next.
Specific Rotas
Rotas for specific periods of time are created by copying the basic rota and giving it a
start date. This new specific rota is then edited for variations in staff for the period it
covers. Then, it is edited for variations in the shifts that they work for that period.
Total hours
The rota uses symbols to indicate shifts and other activities for each person. Some of
these symbols, particularly the shifts, correspond to a number of hours worked. These
hours are added up for each member of staff and appear as a total for the whole period.
The totals are compared with target hours and the difference displayed. Any adjustment
hours that you want to contribute to the total can also be included.
Cover count
The rota uses symbols to indicate which shift each person is working on each day. Not
all symbols are shifts; some indicate activities such as training or holiday etc. Staff
covering each shift, are graded and counted each day, so you can see and control your
49

skill mix. Cover reports list the graded staff on duty to cover each shift.
Custom symbols
The symbols used in the rota can be customized, so you can use familiar ones. Details
include a description, the number of hours they correspond to, which ones count as
cover and how the staff is graded for skill mixing. Symbols can consist of multiple
characters and digits, etc.
Staff details
Staff details include position in the rota, name, grade, supernumerary or not, the shifts,
other and target hours for the period, etc. Supernumerary members of staff are those
whose shifts are not counted to provide cover.

Self-rostering
Because nurses have complex, ever changing personal circumstances and expect
flexible working, this system does not attempt to create schedules automatically. Telling
a system how to propose schedules is complex and time-consuming, tending to offset
the advantages.
Self-rostering is growing in popularity in the NHS, as a sensible alternative to automatic
scheduling. The Department of Health recommend explains and encourage selfrostering in their publication "Working Lives: Programmes for Change: Team Based
Self-Rostering".
With self-rostering, you can let individual members of staff propose their own shifts.
For each rota, this is done by letting staff edit their own shifts over a period of time
before the rota is finalized. After this self-rostering period the planner then acts as
referee editing the rota to remove anomalies, before releasing it in draft or as approved.
50

FOA

Mon

Tue

Wed

Thu

Fri

Sat

Sun

Weekly hours

8-4

8-4

8-4

8-2/5-9

8-4

Off

Off

39

Off

Off

8-2/5- 8-4

8-4

8-4

8-

40

2/5-9

8-4

8-4

Off

Off

8-2/5-9 8-4

8-4

39

8-2/5- 8-4

8-4

8-4

Off

8-4

39

Off

9
4.4.2 Duty roaster for front office asst. assuming 5 days a week.
4.4.3 Work schedules
It lists the actual work to be undertaken by a particular member of the staff
during a particular period of the day. Times of meal, break and any special jobs are pin
pointed throughout the period so that so that there is a guide not only as to what has to
be done but also when it has to be done. Order of work card may supplement work
schedules.
A recent trend in front office operation is to provide a limited level of guest
service during late night hours, thereby reducing the number of employees required on
the night shift. The front office is likely to offer during this time. Front office work shift
may vary with guest business pattern. A program of flexible work hours or flex time
allows the employees to vary the time they start and end work. Certain hours during a
shift however may require the presence of most workers. E.g. a front office desk agent
may work from 6 am to 12 pm so that wake up calls and check outs can be handled
more efficiently through the 7 am shift change. On the other hand, scheduling of front
desk agent to work from 10 am to 6 pm may allow for smooth processing of guest
arrivals during the time, evening shift personnel take their meal break.
Traditionally, front office work shifts are:
51

 Day shift: 7 am to 3 pm
Evening shift: 3 pm to 11 pm
Night shift: 11 pm to 7 am
4.5 Uniformed Services

Uniformed Services:

all the departments in the hotels nowadays have a specified

uniform provided by the hotel itself. Typically the uniformed services of a hotel include:
Front office
Food and beverage service uniforms may differ according to the theme or type of
outlet
The room service.
Housekeeping personnel
Maintenance department
Kitchens
Bell desk also may have a little different dress code.
The basic purpose for all the uniforms is creating a point of differentiation
that would be easy for both the guest and the staff to distinguish between. This
would avoid confusion and the guest can enquire the right person about the right
thing.

Unit III

52

Q1. With the help of a flow chart, explain the hierarchy of a large hotel.

(10 marks)

Q2. Suggest an organizational hierarchy for a small hotel and also explain the duties
and responsibilities of each personnel.

(10 marks)

Q3. Why is the organizational structure important to the hotel?

(5marks)

BIBLIOGRAPHY
Managing Front Office Operations by M.L Kasavana & R.M. Brooks.
Front Office Management by Sushil Kumar Bhatnagar.
Hotel, Hostel & Hospital Housekeeping By Branson & Lennox

53