Room Div

BAC 127 – FOUNDATION COURSE IN ROOMS DIVISION OPERATIONS
Module – I: Introduction to Hospitality Industry

Structure
1. Overview of Travel and Tourism Industry

2. Nature of the Hospitality Industry
3. Historical Background
4. Scope and development of the Hospitality Industry
5. Trends that accelerate the growth of the industry
6. Role of Travel Agency in Hospitality Industry
1.1 Overview of the Travel and Tourism Industry

Tourism is important to the economic development of a country since
1. It contributes to its growth and provides employment opportunities
2. Funds a large percentage of countries gross domestic product thereby helping to raise the national
income. GDP or gross domestic product is the total monetary value given to all the goods and
services produced by a country over a set period of time. A healthy tourism industry helps to
increase the volume of sales of these goods and services thereby in turn helping to raise the
country’s national income. This could also lead to lowering unemployment and inflation.
3. It helps to earn to foreign currency through goods and services provided to foreign visitors.
4. It encourages cultural/international trade
Hospitality Industry Tourism Industry
Institutional/ Commercial Transportatio

welfare accommodat n services
catering, ion services e.g. tour
e.g. hospital e.g. hotels operators,
catering airlines
Retail shops
e.g.
shopping
malls
Other Commercial
accommodat food and Leisure
ion services beverage activities
e.g. student operations e.g. theme
hostels e.g. parks
restaurants
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Travel and Tourism Industry
Lodging Transportati
Food and Retail Stores Activites
Operations on Beverage
Services Operations
Hotels Ships Restaurants Gift Shops Recreation
Motels Airplan Lodging Properties Souvenir Shops Business
Motor es Retail Art/Craft Shops Entertainm
hotels Autos Stores Shopping Malls ent
Resorts Vending
Buses Trains Markets Meetings
Camps Bikes Catering Miscellaneous Study Trips
Parks Limousin Snack Stores Sporting Events
Pensions es Bars Ethnic Festivals
Motor Homes Cruise Art Festivals
Ships Cultural Events
Bars/Taver Seasonal
1.2 Nature of the Hospitality Industry
ns Festivals
Hospitality industry is a part of a larger enterprise or industry known as the travel and tourism industry.
The travel and tourism industry is a vast group of businesses with one goal in common providing
necessary or desired products and services to travelers. According to a recent world travel and tourism
council report – Travel and tourism is the largest industry in the world employing one out of every ten
people worldwide.
The hospitality industry provides for people who are away from home regardless of the period of stay. It
includes everything arising from the interaction of travelers with businesses, governments and people
who make that travel possible.
These services vary according to the specific needs.

1. The hospitality industry provides services for people who are away from home regardless of whether
its for long or short period of time. These services can vary according to specific needs of both the
person away from home and the organization operating these services. For example, the needs of a
businessman at home would be different from his needs when he is traveling and staying away from
home.
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2. Person staying in a small guest house would have different demands than from a businessman
staying in large five start business hotel
3. A student staying in a residential set up would expect to be treated and accommodated differently
from a hotel guest
Therefore, whatever the nature of the hospitality industry, it is most important that staff in the hospitality
industry must be able to identify needs of their customers and be able to provide them what they expect.
The service provided in the hospitality industry can be for profit motive and non-profit making motive.
A profit-making business is one which is set up with the intention to earn a profit. Example: commercial
hotel or restaurants. A non-profit making business is one which is not run specifically to make profits. It
is usually operated with the intention of promoting the benefits and welfare of its members. If there is
any excess income it is usually invested back into the business.
Example: Private clubs, industrial catering for offices, factories, institutional or welfare catering and
accommodation and provision of food in government hospitals or universities or other institutions.
3. Historical Background
1000 BC TO 500 BC
• First resorts at minerals and hot springs in Greece
• Ancient cities; Corinth in Greece
• Manorial lodges, Monasteries, Cathedrals, Buddhist Gharas
500BC TO 400AD
• Brick paved roads throughout Europe and Asia developed by the Roman Empire
• Road side lodges constructed
• Roman posting houses – Mansions or Stabulae ; also known as Diversoria ;
• Also had Ale-house or Bibulium (drinking shop); Taverns at Chester, Londonium, Eboracum
; Sutlers’ both attached to commissariats of the legions.
1110 AD
• “Three king Inn” in Basle, Switzerland Earliest Inn still operating.
11th CENTURY AD TO 17th CENTURY AD
• Law established in England and France regulating lodges and Inns.
• Early Inns in England and the continent.
1634 AD

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• Samuel Coles develops and starts taverns on US. Popular meeting places for wine, dine and
dance.
1700’S INDUSTRIAL REVOLUTION
• European taverns began to combine food and beverage service with lodging.
1760: ‘Hôtel Garni’ by fifth Duke of Devonshire – London
1765: ‘Restorants’ by Monsieur Boulanger.
1773: Boston Tea Party was planned at Green Dragon Tavern which sparked the
American Revolution
1783: George Washington bids farewell to his officers at Fraunces Tavern in Manhattan,
New York City symbolizing the Independence of United States.
1780s Viharas, Dharamsalas, Musafir Khanas, Dak Bungalows part of Indian culture;
valuable institutions providing a vital service.
1794: “The City Hotel”, New York : first American downtown hotel (73 rooms)
1800: “Exchange Coffee House”, First atrium hotel in Boston
1820: Second “City Hotel” in Baltimore, Maryland first with gaslight.
“Mansion House” Philadelphia
“Adelphi Hotel” New York ; first high rise structure in New York
1826: Union Oyster House
1827: Delmonio’s in New York
1829: “Tremont House” - Earliest first class hotel in America by an architect named Isaiah
Rogers. First Hotel to offer private rooms with locking doors and lots of innovations –
each guest with a wash basin, a water pitcher and a bar of soap, full service staff,
including a uniformed bell boy to greet and assist guests, a French restaurant in the
lobby.
1841: Book salesman and Baptist preacher Thomas Cook’s travel agency idea taken shape.
Strange coincidence : Amex Co. in US also starts in the same year as Thomas
Cook.
1874: ‘The Palace Hotel”, San Francisco, First luxury hotel, 800 rooms built by William
Chapmen Ralston.
1880’s: “Hotel Everett” in New York. First with partial electric light.
“Sagamore Hotel” in New York : first with electricity in all rooms.
“Savoury Hotel” in London Opens.
1890’s: “Hotel Netherlands” in New York : first with phones in all rooms.
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“E’cole Hoteleire” in Lausanne, Switzerland is the first hotel school.

1900: “Ritz” in London opened.
1902: April 1st, Indian Hotel company was incorporated.
1903: “Taj Mahal Hotel”, Bombay was incorporated.
1908 In January, “Buffalo Statler”, Buffalo, New York, first commercial hotel opened by
Ellsworth M Statler. Concepts of private sanitary rooms, private bath, light inside
every entryway for additional security, free pitcher of ice water and a morning
newspaper.
Statler’s advertising slogan – “a room and a bath for a dollar and a half”.
1919: Conrad Hilton purchased The Mobley in Cisco, Texas
1920: School of Hotel Administration established in Cornell University; First Airport Hotel at
Corydon U.K.; First motel in California.
1922: Rai Bahadur Mohan Singh Oberoi goes to Shimla to get a job in Cecil Hotel, eventually
becomes a partner in Clarks Hotel, Shimla
1927: 3000 rooms “Stevens Hotel”, Chicago which was later renamed the “Conrad Hilton”.
1931: Waldorf Astoria, New York City; tallest at that time – 13 stories.
1933: Mr. M.S. Oberoi takes over Grand Hotel, Calcutta and restores the defunct hotel to life.
1937: Ernest Henderson operated New England Hotels and founded Sheraton brand.
1940s: “Flamingo” in Las Vegas; first Casino Hotel.
1946: Oberoi Hotels Pvt. ltd. established.
1949: Conrad Hilton (Hilton Hotel Corporation) purchased Waldorf Astoria

1950s: Hotel room generated by mass travel; Resorts at Caribbean; Casino Hotel; Trans-
Atlantic Jet service; Motel trend throughout Western United States
1952: Kemmons Wilson opened Holiday Inn in Memphis, Tennessee
1954: Hilton purchased Statler Chain of Hotels; Howard Johnson’s first lodging ‘Howard
Johnson Motor Lodge’ in Savannah, Georgio (All his hotels later sold to Marriott
Corporation founded by Willard Marriott, which also operates residence Inns and
Courtyards)
1956: First economy hotel ‘Travelodge’ opened in Tacoma, Washington and the chain
expanded nationwide by 1966
1960s: Cruise business takes off; Airlines enter into hotel business; Growth of Holiday Inns
(1600 hotels in 50 states and 52 countries).
1962: Oberoi group enters into a collaboration agreement with Intercontinental Hotels

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Corporation, New York.

1965: In August, Oberoi Intercontinental Delhi opened marking the first success of joint
hoteleering in India.
1969: Sheraton Brand sold to International Telephone and Telegraph Corporation (ITT)
1970s: “No smoking floors” concept introduced; Computerization introduced; Economy hotel
chain Days Inn, founded by Cecil B. Day
1971: In July, Hotel Corporation of India (subsidiary of Air India) established.
1974: “Centuar Hotel”, Bombay airport opened by HCI.
1975: The India Tobacco Company (ITC) enters the hotel industry with the opening of
Chola in Madras (Sheraton Chola).
1976: Mughal, Agra (ITC Mughal- Luxury Collection) opened
1977: Maurya, New Delhi (ITC Maurya- Luxury Collection) opened.
1979: ITC signs a marketing services and reservation agreement with Sheraton International
Incorporated.
1982: Windsor Manor, Bangalore opened.
1989: Holiday Inn sold to Bass PLC, Also added to group – Hampton Inn, Embassy Suites
and Crown Plaza (1988 to 1990, All Suite hotels)
1998: Sheraton Brand bought by Starwood
1.4 Scope and development of the Hospitality Industry

The hospitality industry is a rapidly growing business in many parts of the world, particularly in regions
where tourism is also being developed. Furthermore, there is tremendous growth in business travel also.
The growth of this industry will primarily depend on:

1. Economies opening up to international trade and business relationship. This will lead to more travel
into the country.
2. Increase in per capital income or economic prosperity which means people earning more will now
be able to spend on travel
3. Improvements in infrastructure facilities such as transportation, roadways, etc.

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5. Trends that accelerate the growth of the industry

 Globalization
 Consolidation
 Product Segmentation
 Expansion of Entertainment
 Distribution Methods
 Use of Computers
 Media Planning
 Environment Awareness
 Guest Preferences
 Relationship Marketing
1.6 Role of Travel Agencies in Hospitality Industry

i) Preparation of preplanned itineraries – personally escorted tours – group tours – sale of prepared
package tours
ii) Making arrangement for hotels, motels, resort accommodation, meals, car rentals, sight seeing,
transfer of passengers and luggage between terminals and hotels
iii) Handling and advising on the many details involved in modern day travel. E.g. travel and baggage
insurance, language, study material, travelers cheques, foreign currency exchange, visa, passport
and other documentary requirement and health requirement
iv) Selling tickets – thorough knowledge of schedules of various modes of transport like air, rail, sea –
connections, rate and quality
v) Special interest activities

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Module – II: Classification of Hotels

Structure
1. Classification of Hotels
2. Criteria for different star categories in India
3. Procedure for application
4. Operating Arrangements
5. Departmental Classification of Hotels on Operating Conditions and Revenue Generation
2.1 Classification of Hotels

An establishment held out by the proprietor as offering food and drink and if so required sleeping
accommodation without special contract, to any traveler presenting himself who appears able and
willing to pay for the services and facilities provided and who is in fit state to be received.
Here you could counter that there are other establishments which also provide accommodation like
hospitals but they do not cater for the specific needs.
Hotels can be classified into different types according to:

 Location
 Size
 Clientele
 Length of stay
 Heritage Hotel
 All-suite hotel
 Time share
 Condominiums
 Casino hotels
 Convention/Conference Hotels
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Location:
1. Downtown Hotel:
a) These are located in the heart of the city within a short distance of the business centre, shopping
areas, public buildings etc.
b) These types of hotels would provide services catering to the needs of a business traveler. For
example: business centre, secretarial services, board room, etc.
c) Rates in these hotels are normally high due to their locational advantage and also due to the
fact that the ROI computed on these capital-intensive hotels are substantially high.
d) The clientele is primarily business clientele.
2. Suburban Hotel:
a) As the name suggests it is located in the suburbs and has advantages of quieter surroundings
(may not hold true in the over populated and over congested cities of today)
b) Suburban hotels provide the minimum necessary requirements to its residents. For example, it
may have only one restaurant. It may not have a 24 hour room service and housekeeping desk.
c) Rates quoted are moderate to low.
d) The clientele would be budget traveler and is also ideal for conferences, seminars, educational
programmers, conventions etc.
3. Resort Hotel:
a) This type of hotel is located in the hills or at beaches.
b) Basic facilities are provided. May also provide services to the tourist. For example, organizing
sightseeing tours etc.
c) Rates offered are often seasonal (off season rates and on season or peak season rates). Most
rates quoted inclusive of one or more meals.
d) Clientele vacationers and pleasure traveller.
4. Airport hotels:
a) As the name suggests this type is situated at the airport.
b) Ideal for transit passengers who have only few hours as a stopover in the city.
c) Rates quoted will be for room only.
5. Motel:
a) Term devised from “Motor Hotel”. The concept was first started in the US and is still very popular
there. These are located principally on the highways.
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b) Provide modest boarding and lodging facilities but good parking facilities.
c) Since length of stay is usually only overnight, thus rates quoted are only on room.
d) Traveler
6. Inn:
a) Located anywhere within or outside the city (forerunners of the modern motel).
b) Small in size with modest boarding and lodging.
c) Rates are moderate.
d) Traveler.
Size: The capacity of a hotel in terms of number of rooms is a yardstick for this category.
1. Small hotel – In world level, up to 150 rooms may be termed as small
2. Medium – 150 to 300 rooms may be called medium. It may be even up to 500 rooms
3. Large – 500 or more rooms may be classified as large
4. Very large – Around 1000 rooms or more may be termed as very large.
Length of stay:
1. Transient hotels – where a guest registers for a short period of time such as a day or even less.
2. Residential hotels – where guests stay for long period of time anywhere from 7 days to a month or
more.
3. Semi residential hotels – incorporate features of both transient and residential hotel
Heritage hotels:
Heritage hotels cover running hotels in palaces / castles / forts / havelis / hunting lodges / residences of
any size built prior to 1950. The façade, architectural features and general construction should have the
distinctive qualities and ambience in keeping with the traditional way of life of the area.
The architecture of the property to be considered for this category should not normally be interfered with
any extension, improvement, renovation. Change in existing structure should be in keeping with the
traditional architectural styles and constructional techniques harmonizing the New with the Old.
Heritage Basic:
 This category will cover hotels in residences / havelies / hunting lodges / castles / forts / palaces
built prior to 1950:
 The hotel should have minimum of 5 rooms (10 beds)
Heritage Classic / Grand

 This categories will cover residences / havelies / hunting lodges / castles / forts / palaces built prior
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to 1935.
 The hotel should have minimum 0 – 15 rooms (30 beds)
All-Suite hotels:
 Suite hotel accommodation features guest rooms with separate bedroom and living room or parlor
areas. Some may have kitchenette.
 Suite hotels appeal to several different market segments such as provide temporary living quarters
for people who relocating server as “home-away-from-home”, for frequent travelers or appeal to
professionals since they can work or entertain in an area which is separate from the bedroom.
Time Share:
 Another expanding segment of the hospitality industry is the time share hotel. Time shares
properties typically involve individuals or corporate owners who form an association and hire a
management to operate their units as a hotel
 Time share gives the buyer right to stay at a particular resort during a chosen period of time in a
year. The time share may be bought on an annual basis or more than that.
 Prices vary in peak season and lean season
 The buyer is free to gift, rent or sell his time share.
Casino Hotels:
 Hotels with gambling facilities may be categorized as distinct group – casino hotels
 Although guest rooms and food and beverage operations will be very luxurious, the hotel functions
primarily in a support role to the casino.
 Casino hotels attract guests by their facilities such as specialty restaurants, extravagant floor shows
etc. May also offer services of charter flights for guests planning to gamble.
 Gambling is the prime activity which will have a significant impact on the rooms and F&B.
Conference / Convention Hotels:

 Hotels providing meeting space, conference centers and designed specifically to handle group
meetings, seminars, conventions and conferences. May also offer accommodation
 Typically place great emphasis on providing all the services and equipment necessary to ensure a
meetings success for example: high quality audio-visual equipment etc.
 May also provide extensive leisure facilities like golf courses, indoor and outdoor swimming pools,
fitness centers etc.
 Rates will primarily be inclusive of guest rooms, meals, meeting or conference room, audio-visual
and other related services.
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Condominiums / Residential Hotels:

 The layout of a condominium or residential hotel may closely resemble that of suite hotel. Guest
quarters generally include sitting room, bedroom and small kitchenette.
 Guests who live in condominiums / residential hotel may depending on the case be considered
tenants.
 Residents may choose to contract for some or all of the services provided to guests in a commercial
hotel. E.g.: housekeeping, Room service etc.
Bed and Breakfast:

 B & B or Bed and Breakfast hotels are lodging properties which provide accommodation and
breakfast to guests.
 These are very small properties and the owner (the host or the hostess) usually live on the
premises.
 Breakfast service may range from a simple continental breakfast to a full course meal.
 Since most B & B’s offer only lodging and breakfast services such as laundry, 24-hour restaurants,
board rooms etc., will not be available. Thus rates will be comparably lower.
Classification on the basis of Service Levels:

1. World Class Service:
a) Luxury hotels providing upscale restaurants, lounges, exquisite décor, opulent meeting board
rooms. Great emphasis on in-room amenities such as toiletries, newspapers, magazines
personalized guest stationery etc.
b) Clientele: Top business executives, entertainment celebrities, high ranking political figures and
wealthy guests
2. Mid-Range Service:
a) Hotels providing modest but sufficient services like 24 hour room service, housekeeping,
restaurant etc.
b) Clientele families, groups, individual travelers.
3. Economy/Limited service:
a) Hotels providing clean, comfortable, inexpensive rooms, meeting basic needs of the guest
b) Budget traveler – clientele.

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Affiliation:
Another way to classify hotels is to examine their ownership of affiliation. There are two basic structures
- Independent and chain hotels.
1. Independent hotels: These have no ownership or affiliation. They have no relationship to other
hotels with regard to policies, procedures or financial obligations.
2. Chain hotels: Properties which are owned and operated by a multiple unit company are referred to
as Parent Company hotels.
Clientele:
1. Commercial / Downtown / Transient – Business Traveler
2. Resort / heritage / time shares – Holiday maker
3. Residential / condominiums / suite hotels – long staying guest
4. Conference / Convention - Groups
2.2 Criteria for Different Star Categories in India and Procedure for Application
Please check and download the files at http://tourism.gov.in/hotels-restaurants.
2.4 Operating Arrangements

1. Independent Hotels
a. Have no ownership or management affiliation with other properties
b. Have no relationship with other hotels with regards to policies, procedures or financial obligation
c. Are mostly family owned and operated hotel
d. Advantages:
i. Autonomous
ii. No need to maintain a particular image
iii. Independent operator can offer a level of service that attracts a specific target market
iv. Flexible, quick to adapt to change & market conditions
e. Disadvantages:
i. May not enjoy the exposure or the management insight of an affiliated property
ii. Individual property advertising – costs may be relatively higher
iii. May not be able to obtain volume discount. May find it difficult in case of access to cash or
credit requirement (especially in case new individual hotels)
2. Chain operations
a) A chain is defined as any group of three or more hotel / motel or resort operating under a
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common name or for one owner or company.

b) Since the properties operate under one company, the hotel managers report to corporate
headquarters and have to adhere to policies, procedures set by the headquarters
c) Disadvantages:
i. Not autonomous. Requires individual hotel managers to seek approval for major decision
especially those involving large capital expenditure
ii. Need to maintain “brand” image
iii. Hotels operating under highly centralized organizational structure can become bureaucratic
in terms of its rules, policies & procedures
iv. May not be quick to respond to changing market conditions
d) Advantages:
i. Since there is a centralized organization, each independent can benefit in terms of: HR,
training, recruitment, transfers & promotions
ii. Centralized advertising & promotions are chain wide. Therefore costs can be divided amongst
all properties
iii. Centralized purchasing may readily gain access to cash or credit due to affiliation to chain
name will be able to obtain volume purchase discount.
3. Lease Arrangement is an agreement whereby a property is rented for the complete use of the
tenant. A hotel lease is normally signed for a minimum period of 20 years. The different types of
lease agreements are as follows:
i. Straight lease agreement: An agreement under which the tenant pays a fixed monthly amount.
ii. Profit sharing lease: An agreement under which the hotel is leased to an operator but the
owner participates in terms of profits. Some methods of calculating the amount of profit to be
paid as rent are as follows:
a) Fixed percent age of total revenue – The total revenue of hotel (from room, food, beverage
and other income) is calculated and a fixed percent age of this total income is paid as rent
b) Fixed percent age of gross operating profits – from the total revenue of the hotel, firstly the
direct operating expenses of each revenue producing department are deducted, secondly
the overhead expenses are deducted (for example: heat, light, power, administration,
advertising and sales promotion cost etc) to arrive at the gross operating profits. A fixed
percent age of this income is paid as rent
c) Fixed percent age of total revenue + Fixed percent of gross operating profits: It is a
combination of the first and second method.

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4. Management Contract: A management contract is an agreement between a property owner and a

hotel management company wherein a property owner will hire the company to operate the hotel on
a long term basis. Under this agreement the rights and responsibilities of each party are clearly
specified.
The management company receives an agreed upon fee which could be calculated as under:
i. Fixed percent age of total revenue
ii. Fixed percent age of gross operating profit
iii. A combination of both.
The owner retains the legal and financial responsibility (financial in terms of capital expenditure).
While the management company pays the operating expenses (day to day expenses)
Benefit to the owner:

a) Availability of professional management: The owner benefits in terms of the best professional
talents of the Management Company, expertise and standardized operating performance. Also
in terms of reservation systems, advertising etc.
b) Borrowing power and possible operation investment: Compared to individual operators, a hotel
managed by reputable management company can easily get loans. In addition the management
company may invest in the form of initial working capital.
Cost to the owner:

a) Payment of management fees: The management fees are negotiated between the owner and
the management company and are calculated as mentioned earlier.
b) Required facilities and standards: Most management contracts are based on the fact that the
operating hotel meets the physical specifications of the management company. Therefore the
owner has to invest in renovating existing properties or plan new hotels as per specification.
Benefit to the Management Company:

a) Inexpensive expansion with quality control: Under the management contracts the hotel
management company can expand with low capital investment and can still maintain the quality
of the “product” – hotel by using their expertise
b) Good profit potential: Since the owner retains the financial responsibility, therefore the risk to the
management company is minimum and in case of high volume operations, there is good profit
potential.
Cost to the Management Company:

a) To provide services like reservation system, chain advertising and promotional activities etc.
b) To provide staff such as managers, supervisors and specialists in the areas such as accounts,
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F&B, marketing etc.
5. Franchise Agreement: A franchise is an agreement between a hotel company and an independent

hotel owner whereby for a fee the owner is allowed to use the name, trade marks and various
services offered by the company.
It is simply a method of distribution whereby one entity that has developed a particular pattern or
format for doing business (i.e. the franchisor) grants the right to another entity (i.e. the franchisee) to
conduct their business in the same pattern, in return for a fixed fee. In the hospitality industry, most
organizations offering franchise, have first established the quality of their product and expertise in
operations. They have set standards for design, décor, equipment and operating procedures.
Benefit to the Franchisee:

a) Instant identity, recognition and image
b) Reservation and referral services
c) Advertising and sales
d) Management assistance
e) Standardized operations and maintaining a consistent product and level of service
Cost to the Franchisee:

a) Maintaining required facilities
b) Membership fee
Benefit to the Franchisor:

a) Inexpensive and low risk method of expansion
Cost to the Franchisor:

a) Franchise service such as reservation, advertising and sales etc.
b) Quality control
6. Referral Organization: Referral organizations are agreements between an independent operator

and a chain operation on a no-profit basis.
The independent owner operates the hotel on his own and need not have to adhere to chain policy
and procedure. It has to pass an inspection of facilities, services and standard. In case it fails to
meet the requirements, the owner can lose his membership.
The independent owner benefits in terms of sales promotion, advertising, reservations system etc.

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The chain operator benefits in terms of the cost of sales promotion advertising being shared with the
independent owner.
2.6 Departmental Classification of Hotels on Operating Conditions and Revenue
Generation
OPERATING AND REVENUE DEPARTMENTS (ORP)
MINOR DEPTS. MAJOR DEPTS.
Laundry Swimming pool Telephones Food &Beverages Rooms Division
Preparation Sales / Service Front Office Housekeeping
Kitchen/Bakery Pantry Stores
Restaurant Coffee Shop Bar Room Service Banquet Pastry Shop
OPERATING AND NON-REVENUE PRODUCING (ONRP)
Personnel & Training Security Accounts Maintenance Sales & Marketing
NON-OPERATING AND REVENUE PRODUCING
Travel Agency/Airline Counter Florist Book Stall Chemist Beauty Parlour

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Revenue Centres: Sell goods or services to guest and thereby generate revenue for the hotel. They
could be
i) Major revenue producing centers i.e. rooms division and Food & beverage (sales & production).
ii) Minor or ancillary revenue center e.g. guest telephones, laundry, swimming pool, business
centers, dry cleaning, recreational facilities(Squash/ tennis)
Support Centres provide a supporting role to the revenue centers. They are also called ‘cost centers’.
These departments usually do not provide direct services to the guest and so do not generate revenue
directly. E.g. engineering, security etc
Non-Operating departments are revenue centers not operated by the hotel itself but the money the
revenue centre pays to the hotel as rental to lease the hotel’s space contributes to the income e.g.
barber shop, flower shop, pharmacy (run by a third party)

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Module- III: The Accommodation Product

Structure
1. Aspects of Service
2. Types of Guest Rooms and Suites
3. Basis of charging room rates
4. Types of Room Rates
5. Meal Plans
3.1 Aspects of Service

According to Philip Kotler, services can be defined as “any act or performance that one party can offer
to another that is essentially intangible and does not result in the ownership of anything “. Its production
may or may not be tied to a physical product.
The consumer of a service can take only temporary possession or make temporary use of any goods
required in the production of the service – a hotel room or a rented car for example. Stanton and Futrell
define services as “those separately identifiable, essentially intangible activities that provide want
satisfaction, and that are not necessarily tied to the sale of a product or another service.”
Thus, the service organizations are those that do not have as their principal aim, the production of
tangible products that buyers will possess permanently.
The unique characteristics of services present unique opportunities and challenges to the marketing
managers. The marketing strategies for services are thus different from those of product marketing. The
following are the major characteristics of services.
1. Intangibility: Since services are essentially intangible, it is impossible for customers to touch, see,
hear or smell services before they buy them. In hotel as a product, apart from the experience of a
hotel room, some tangible aspects like food and beverage service, amenities supplied in a room or
other complimentary, visible items etc. support the intangible ones.
• Not Physical things, but rather actions, deeds, performances or efforts
• Tangible products – comfortable beds, wholesome food…
2. Inseparability: Service cannot be separated from the person who delivers the service. Also the
creation and delivery of service is almost spontaneous. Thus it is absolutely essential that people
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who deliver services are fully aware of this characteristic. Marketing of services thus requires
standardization and continuous supervision for delivery of same quality at all times.
3. Heterogeneity: It is impossible for a service industry, or even an individual seller of services, to

standardize output. Each ‘unit’ of a service is different from other ‘units’ of the same service.
Therefore, to provide more or less equal standard or a pattern of service, all hospitality outlets must
ensure proper training of staff so that some guidelines can be followed while delivering the
hospitality services. Most companies keep standard manuals for thorough training of staff.
4. Perishability: Services are highly perishable as they cannot be stored. Eg: empty seats in flight or
theatre, unused electric power, rooms left unsold for a night etc. The revenue from a service left
unsold is lost forever. The perishability however differs in their ‘shelf-life’ as space in a print or
electronic media is more perishable than a hotel room since a room can still be sold even after few
hours after check-in time but a flight which has already taken off cannot have a late check-in. The
provider of services put their best efforts to sell their services during low demand times even if that
means at a rate lower than their standard price.
Quality Assurance
• Tangible products can be standardized
• Guest rooms are inspected before they are sold
• Menu items are tested before they appear on the menu
• Registration is a service produced by staff & consumed by guests simultaneously
• Therefore the Challenge is in controlling the service variability
Consistency
Consistency is the key to quality service. Ingredients of consistency are the standards that a property
develops. Consistency creates, sustains, customer loyalty & preferences as well as a unique market
niche
3.2 Types of Guest Rooms and Suites

Rooms are classified based on:
 Bed Configuration
 Design
 View
 Features & amenities
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Bed Configuration
Single rooms: This room has one single bed and meant for a single occupant.
Double room: A room with one large bed used for the occupation of two guests.
Twin room: A room with two single separable beds to be occupied by two guests.
Twin Double / Double Double / Quad: A room with two double beds or four single beds usually
meant for families
Design, view, features and amenities
Parlour: A living room or sitting room which is normally not used as a bedroom. They are
usually used for small conferences or interviews.
Studio: A sitting room with a sofa cum bed which could be converted into a bedroom at night.
Suite: Suites have a sitting area or parlour connected to one or more bedrooms. When booking
suites note the number of bedrooms needed.
Duplex: It is a combination of a parlour and one or more bedrooms at different split levels
connected by an internal staircase.
Penthouse: It is a set of rooms situated on the top most floor of the hotel. Normally termed as
“room with a view”.
Cabana: They are rooms adjacent to the pool side with or without sleeping facilities. They are
normally used as changing rooms.
Efficiency room: A room with a kitchenette.
Handicapped/Accessible room: An accessible room is one designed for guests with

disabilities. It may have a longer bathroom than one found in standard rooms. A & S may also
have under doors for easy access with a wheel chair.
Adjacent: Adjacent rooms are two rooms side by side on the same side of the corridor, but not
necessarily next to each other.
Adjoining: Adjoining rooms are next to each other but without a connecting door from the
inside.
Inter-connecting rooms: Two rooms side by side, with a connecting door from the inside so
that the occupants need not come out to the corridor to go to the other room.

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Executive Floor or Club Concept

In some hotels, usually the top floors are singled out for world-class attention. Hotels offering the
“Executive floor” idea or the “tower concept” upgrade furnishing and décor of the guest rooms on these
floors and provide additional guest services. Executive floors normally provide very large, deluxe
guestrooms that may contain a number of amenities. The room or suite may be stocked with fresh cut
flowers, bathrobes and fresh fruit. Luxury services offered by the executive floors are not confined to the
guest rooms. A concierge may be stationed on each executive floor. Entry to these floors is restricted by
the use of special elevator keys that allow access only to authorized guest. The towers or executive
contain a private lounge area for the exclusive use of registered guest. A special beverage service may
be offered in the evening and a continental breakfast may be available in the morning.
3.3 Basis of Charging Room Rates (Hotel Day)

 Per Night Basis
 24 Hour Basis
 Check Out Time Basis
 Day Use Basis
Per Night Basis
According to this system, the guest is charged on the basis of the number of nights he stays. This
system has evolved from the 24 hours’ system of charging, and is not very much in use in the modern
day hotels.
24 Hours Basis
As per this system, the guest is entitled to keep his room for a period of 24 hours from the point of the
guest’s check-in, for a day’s charge. There is no fixed time of arrival for the guest. This system of
charging is generally practiced at resort hotels.
E.g. Mr. X checks-in at 1300 hrs on Tuesday. He will be charged for one day till 1300 hrs. on
Wednesday.
Check-In / Check-Out Basis
As per this system, a particular time of the day is fixed as the check-in / check-out time. The most
common is a 12 noon check-in / check-out system. According to this, the day starts at 12 noon daily and
ends at 12 noon the next day, immaterial of the time at which the guest checks-in. If the guest has
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checked-in in the morning before 12 noon and intends to stay overnight, then from the point of his
check-in, till 1200 hrs that day makes one day and from 1200 hrs till the next day, becomes another
day. As a result, when the guest stays sometimes for 24 hours or lesser, he could be charged for more
than a day. In other words, the same room may be sold twice in the same day.
Since it is not practical for any guest to check in at exactly 1200 hrs, most hotels permit a grace period
(of about 2 hours), before and after checkout time. Though the system is good for the hotelier, many
guests may think of this system as unreasonable. To ensure renewed patronage by the guests, many
hotels today tell a guest that there exists a two hour grace period for check-in or check-out, but actually
give a leeway of three hours to avoid disputes. Also, for an early morning check-in after 0600 hrs,
instead of a full day extra to be charged, most hotels charge only a half-day’s charges. Following the
same systems, when a guest checks-out as late as 1800 hrs, a half day tariff is again charged instead of
a full day’s charge. The logic that is explained in this system, is that the room cannot be sold after that
point of the day. For an early morning check-in, the guest could be told that the room could not have
been sold the previous night. However, the least amount charged is a minimum of one day’s charge.
e.g.:
1. Mr. A. checks-in on Sunday at 1200 hrs to room # 101. Mr. A checks-out on Monday at 0030 hrs
from room # 101. Mr. B. checks-in on Monday at 0200 hrs to room # 101 and checks-out at 1200
hrs on Monday. Mr. A. And Mr. B will both he charged for one day each.
2. Mr. X checks - in at 0500 hrs on Monday. Mr. X checks-out at 0600 hrs on Tuesday. Mr. X will be
charged for two days as per this system.
Day Use Basis
Very much connected to this system of charging is the concept of Day Rate or ‘Day Use Rate’. This is a
concessional rate given to guests who do not stay over-night in the hotel. Usually this is targeted at
business clientele who use the room from 0900 hrs to 1800 hrs. The guest may check-in to the hotel for
a wash and change in the morning, leave his baggage in the room and carry on for his business. He
may return in the evening, have a wash and change, check-out and take the evening flight out.

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4. Types of Room Rates

1. Rack Rate: (Published Rate): The Rack Rate or the published tariff is the standard rate assigned
for a room in a hotel with no discounts or meal components. It is the highest applicable rate or the
Tariff card rate of any room in a particular category. Such a rate is printed on the tariff card. Single
and Double occupancy rates are to be shown separately. The currency of the rate must also be
mentioned.
2. Corporate / CVGR (Company Volume Guaranteed Rate): Rates negotiated between companies
and hotels for the volume of business guaranteed by the company in a planned time period.
3. Airlines Rates: Rate negotiated between individual airline companies and the hotels based on the
volume of business generated by the airline companies. Such a rate is applicable for the crew /
employees of the airlines.
4. Crib Rate or Children’s Rate: A nominal rate charged for children, if they share the same room
as their parents. Each hotel may have an agreed age limit for the child up to which this rate applies.
5. Day Rates: Special rate charged by the hotel in case the guest checks-in and checks-out on the
same day i.e. the room has been used only for the period of the day
6. Group Rates (one time rate): Specific rate offered to a group traveling for a specific purpose.
Such a rate would be applicable only to that particular group for the period they stay in the hotel.
7. Series Rate or Back to Back Rate: Rate negotiated between a travel agent and a hotel for a
series of group bookings. These groups would check in to the hotel one after another.
8. Commercial Rates: Rate negotiated for Commercial Traveller Organization. It is the rate assigned
for frequent guests.
9. Government Rates: These are rates negotiated for government employees.
10. Family Rates: This includes rates assigned for parents and children in the same room.
11. Weekend Rates: They are rates offered during the weekend. They might be special discount rates
which attracts lots of crowd during the weekend.
12. Package Rate: Package rate is for a room as part of a combination of events or activities.
13. Cruise-liner Rate: This is the rate offered to cruise liners when her crew avail of the services of the
hotel as and when they dock at the respective ports.
14. Seasonal Rate: These refer to the different rates offered during the off-season and on season.
The off season rate is usually lower than the on season rate. It is an effort to make up for what
would have been slow business.
15. Rates based on the meal plans: These are the rates offered to the guest on the basis of the meal
plan chosen.

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16. Extra bed: These are provided on request of the guest to allow an extra person in the room. The
rate may be around 25% of the room rate
3.5 Meal Plans

Meal plans are where the hotel includes some or all the meals in a guest’s room rate charges. Following
are the meal plans followed around the world:
Components UK USA & India France

Room rent only Room only European Plan (EP)
Room rent + Breakfast Room & breakfast Continental Plan (CP)
Room rent + Breakfast + Lunch or Modified American Plan
Half Board Demi Pension
Dinner (MAP)
Room rent + Breakfast + Lunch and
Full Board American Plan (AP) En Pension
Dinner
European Plan (EP):

This plan includes only the room charges and morning tea in some cases. All other charges are
charged extra. Most commercial hotels run on this plan.
Continental Plan (CP):

This plan includes room charges and a continental breakfast. All additional charges are considered
extra. A continental breakfast consists of juices, toast or rolls, butter, cheese, jam, tea or coffee but no
eggs.
Bermuda Plan (BP):

This plan includes room charges optional early morning tea and an American breakfast. American
breakfast is a buffet breakfast not served in the room
American Plan (AP):

This plan includes all principal meals. It includes room charges with optional morning tea, English
breakfast, lunch, afternoon tea and dinner. It is mostly found in resort hotels and in commercial hotels
catering to groups sent by airlines and companies or travel agents. This plan is also known as 'all
inclusive plan' or 'full board' or 'en pension' [English breakfast has all courses like American B/F and

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ham, beacon, meat is also included
Modified American Plan (MAP):

This plan has evolved out of the American plan. It includes room charges with optional morning tea,
English B/F and an option of lunch or dinner. It is also called as 'demi pension' or 'half board'. This
facilitates the guests to eat out for one meal. It is usually used for groups where meal coupons are
provided to the guests (coupon is valid only for a day) and the coupon cost is included in the room rent.
The use of these plans:
Commercial hotels prefer EP because:

Commercial hotels are situated in the urban areas, there are bound to be numerous restaurants in the
vicinity. Hence the guest will prefer to keep his option open as far as meals are concerned. Moreover
the hotel may not have a particular cuisine which the guest likes.
On the other hand hotel being situated in an urban area would get plenty of chance guests in their
restaurants. Thus their F&B income is not restricted to only hotel residents. They do offer meal inclusive
plans but only to groups sent by travel agents and company bookings for conventions, seminars, etc.
Resort hotels prefer AP/ MAP because:

They may be situated in an isolated area with hardly any restaurant in the vicinity. Guests therefore
prefer to have meals in the hotel. For the tourists wishing to go sightseeing during the day, an MAP will
be more appropriate. The hotel itself benefits from this plan since the hotel relies only on the resident
guests for their food and beverage income.
The CP. & BP lie between EP & AP. So, they can be offered by any hotel.
There is another plan called 'GO PLAN'. It is not a food plan. It is an adjustment made in the settlement
of accounts. If a guest stays in different hotels of the same chain in the course of his tour, his bills will
be forwarded to his next destination every time he changes the place of stay. The guest can make the
payment at the last hotel he visits belonging to the same chain.

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Module- IV: Types of Hotel Guests

Structure
1. Classification of Hotel Guests

2. Business Travellers
3. Leisure Travellers
4. Group Travellers
5. Special Interest Tours
6. Personal Travel
7. Buying Influences
4.1 Classification of Hotel Guests
Hotel Guests Segments / Categories

 Age – Children, Adults, Retired
 Nationality- Domestic, Foreigners
 Purpose of Visit – Business, Leisure, Personal etc.
 Numbers: FIT, GIT
4.2 Business Travellers

 Average 5 trips a year
 Less likely to stay with friends or relatives
 Regular segment, not related to meetings & conventions
 Business segment has amenities & facilities directed at them
Codes
 CVGR- Company / Corporate Volume Guaranteed Rate
 CVGRD – Company / Corporate Volume Guaranteed Rate Domestic
 CVGRF – Company / Corporate Volume Guaranteed Rate Foreign

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Market Segments
 No Frill Travellers
 Cost Plus Travellers
 Affluent / Extrovert Travellers
 Women Business Travellers
 Group / Conferences
Needs of Business Travellers

 Safety / Security
 Convenient Location
 Clean, Comfortable Rooms
 Special Room Rates / Incentives
 Business Facilities
Influencing Factors
 Recommendations
 Previous Experiences
Services
 Secretarial
 Laptop or computer
 Internet access
 Fax, direct dial
 In room safe
 24 Hrs Room service
 Pressing services
 Laundry
 Shoe shine
 Car rental
Categories
1. Individual Business Travelers
2. Corporate
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3. Trade delegates – Reduced rates because of Block Booking
3. Leisure Travellers
o FIT- Free Individual / Independent Traveller
 FFIT – Foreigner Free Individual Traveller
 DFIT – Domestic Free Individual Traveller
 Among the most difficult to understand
 Increase in discretionary income & leisure time
 Generally price sensitive
 Income is an important factor in shaping demand
Market Segments
 Family Pleasure travel, kids centric
 Travel by elderly
 Travel by singles or couples
 Specialized resort travel ( Health Spa, Instruction in Sports )
Two Hybrids of Business & Pleasure Travel

 One when Business finances an employee’s pleasure travel as incentive
 Another when a business traveler adds vacation travel to the end or beginning of a scheduled
business trip
4.4 Group Travellers

Types of Group Travellers
 GIT – Group Inclusive Tours
 Group Booking tends to be seen as a booking in which 5 or more people travel together or when 10
or more rooms are pre-booked
 Normally through Travel Agent & paid in full before the Tour
 Travel Agent acts as a representative & receives 10 % of the cost of accommodation as commission

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5. SIT - Special Interest Tours

Groups of people who visit a place once, usually with a special interest in mind e.g.: Castles of Europe,
Game parks of Africa; Study tours on art, history, religion, culture & science
6. Personal Travellers
International Travellers
 Translation Services – company
 Staffing
 Interior Design
 F&B
 Recreational Facility
7. Buying Influences
 Satisfactory experiences with a hotel
 Ads by a Hotel or a Chain
 Recommendations by family members or friends
 Location of the hotel
 Preconceptions of a hotel based on its name & affiliation
Buying Decision may depend on

 Ease of making reservation
 An employee’s description of the hotel & its accommodation & facilities
 Web site’s navigation tools
 Tone of voice, helpfulness, efficiency & knowledge
 Many compare room rates, facilities & amenities
What brings Guests back?

 Quality of service
 Property’s overall cleanliness
 Appearance
 Guests become loyal to particular chains or properties as a matter of habit

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Marketing Plans to persuade guests

 Use of Billboards
 Newspaper
 Radio advertisements
 Print, internet, personal & tele sales
 PR activities, Direct mail

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Module – V: The Front Office Department

Structure
1. Importance of Front Office Department
2. Functions of Front Office
3. Components of Front Office
4. Coordination with Other Departments
5. Organisation Structure
6. Job Description of Front Office Personnel
7. Attributes of Front Office Personnel
8. Grooming for Gentlemen
9. Grooming for Ladies
10. Layout of Front Office Department
11. The Guest Cycle
5.1 Importance of Front Office Department

A capable, courteous and professional Front Office staff can make each guest’s stay a pleasant
experience and ensure the guest’s willingness to return.
In doing so, Front Office staff meet the needs of guests by also ensuring the smooth and profitable
operation of the hotel. This is not an easy task always. Poorly trained Front Office employees can
antagonize guests and virtually drive them away.
The Front Office is the most viable department in a hotel. Front Office personnel have more contact with
guests than do staff in other departments. The maximum guest contact is with Front Office. The Front
Desk is usually the focal point of activity for Front Office and is prominently located in the hotel’s lobby.
Guests come to the Front Desk to register, enquire about available services, facilities and the city or
surrounding area and to check out. The Front Desk often serves as a hotel control centre for guest
requests concerning housekeeping or engineering issues.
In addition, it may also be a base of operations during an emergency such as fire, guest injury, bomb
threats, murder, etc.
2. Functions of Front Office

1. Reserve and sell guest rooms, register guests and assign room, register and assign room and rate.

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2. Provide information about the hotel, the surrounding community and attractions or events of
interest to guest.
3. Develops and maintains a comprehensive data base of guest information.
4. Maintains accurate room status information and room key inventories and key control.
5. Handles mail, messages parcels, etc.
6. Provides telephone facilities e.g. wake up call, paging, teleconferencing, messages voice mail, fax
etc.
7. Effective inter- departmental co-ordination with Housekeeping, engineering etc
8. Effective communication within the department.
9. Effective communication with guest.
10. To co-ordinate with guest services. They could be:
a. Equipment and Supplies request: E.g. baby cot, additional pillows, linen, iron and ironing,
clothes hangers, audio visual and office equipment, OHP, fax, request of physically
handicapped guest.
b. Procedural request e.g. wake up calls, asking for a specific newspaper, secretarial services,
transportation services, split account folio
2. Guest relations
3. Maintaining guest accounts and monitoring credit limits.
4. To produce accurate guest account statements and complete proper financial settlement.
5. Control on inventory of safe deposit boxes.
6. Ensuring guest safety and security, especially with regard to the guest room keys.
7. Handling emergency situation like fire, theft, murder, accidents, robbery, bomb threats etc.
8. Creation of guest history records.
9. To ensure guest satisfaction.
5.3 Components of Front Office

The front office department of a hotel is comprised of various sections, all of which are important to
ensure its successful operation. They are:
1. Reservation
2. Registration / Reception
3. Concierge / Bell Desk
4. Cashier / Billing
5. Communications / Telephone
6. Business Centre
7. Guest Relations
Reservations:
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 Takes bookings of rooms

 Takes details of booking – time/date of arrival/departure
 Keeps check on hotel status, VIP arrivals
 All departments must be informed of VIP arrivals
 Guest pickup to be arranged
Reception:
 Makes the first physical contact with the guest
 Allots rooms
 Maintain registration cards
 Hands over room keys
 Handles check in and check outs
 Reconfirms guest billing instruction
Bell Desk:
 Escorts the guest to reception
 Handles guest luggage
 Escorts guest to room
 Shows amenities in the room
 Handles checkouts
 Sees if there is scanty baggage
 Checks the status of the room
 Verifies the discrepancy report
 Runs small errands
 Handles mails
 Paging service for guests
 Source of information during guest stay
 Delivery of newspapers, magazines
 Carries out manual wake up calls
Cashier:
 Settles guest bills
 Handles cash
 Handles foreign currency

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 Checks billing instructions

 Maintains safe deposit facilities
Telephones:
 Source of information during guest stay.
 Handles outgoing and incoming calls
 Handles wake up calls
 Takes messages for the guest
Business Centre:
 Small conference facilities
 Provides fax, computer, telex and e-mail facilities
 Provide secretarial services
Guest Relations Executive (GRE):

 Entertains guests
 Records feedback from guests
 Up sells facilities
 Maintains guest history cards
 Checks on the guest’s stay
5.5 Organisation Structure
ORGANISATIONAL STRUCTURE OF A SMALL HOTEL
General Manager

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Front Office Manager
Lobby Manager
Senior F. O. Supervisor F. O. Cashier Telephone Supervisor Day/Night Auditor
Bell Captain F. O. Asst Reservation Asst
Bell Boy
ORGANISATIONAL STRUCTURE OF A MEDIUM HOTEL
General Manager
Front Office Manager

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Asst. F. O. Manager
Lobby Mgr. Guest Relation Exec. Night Auditor Senior F. O. Cashier Telephone
Bell Desk Reception Reservation Sr. Telephone Supervisor
Bell Capt. F.O. Supervisor Res. Supervisor Telephone Supervisor
Bell Boy F. O. Asst. Res. Asst. Operator

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ORGANISATIONAL STRUCTURE OF A LARGE HOTEL
General
Manager
Resident
Manager
F. O.
Lobby Manager Guest Reservati Night Telephon

Relation Business Centre on
Manager Asst. Auditor es
Bell Reception Bus. Cntr. Manager Reservation Mgr Sr.

Desk ist F. F.
O.O. Manager
Cashier Tel. Sup.
Sr. Bell Sr. F. O. Sup. B. C. Sup. Res. Sup. F. O. Tel

Capt. Cashier Sup.
Bell Capt. F. O. Sup. B. C. Asst. Res. Asst Operator
Bell Boy F. O. Asst.
5.6 Job Description of Front Office Personnel
Position Title: Front Desk Agent

Reports To: Front Office Manager
Position Summary: Represents the hotel to the guest throughout all stages of the guest’s stay.
Determines a guest’s reservation status and identifies how long the guest will stay. Helps guests
complete registration cards and then assign rooms, accommodating special requests whenever
possible. Verifies the guest’s method of payment and follows established credit-checking procedures.
Places guest and room information in the appropriate front desk racks and communicates this
information to the appropriate hotel personnel. Works closely with the housekeeping department in
keeping room status reports up-to-date and coordinates requests for maintenance and repair work.
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Maintains guest room key storage and maintains and supervises access to safe deposit boxes. Must be
sales-minded. Presents options and alternatives to guests and offers assistance in making choices.
Knows the location and types of available rooms as well as the activities and services of the property.
Duties and Responsibilities:

1. Registers guests and assigns rooms. Accommodates special requests whenever possible.
2. Assigns in pre-registration and blocking of rooms for Reservations
3. Thoroughly understands and adheres to proper credit, check-cashing and cash handling policies
and procedures.
4. Understands room status and room status tracking
5. Knows room locations, types of rooms available and room rates
6. Uses suggestive selling techniques to sell rooms and to promote other services of the hotel
7. Coordinates room status updates with the housekeeping department by notifying housekeeping of
all check-outs, late check-outs, early check-ins, special requests and part-day rooms.
8. Possesses a working knowledge of the Reservations department. Takes same day Reservations
and future Reservations when necessary. Knows cancellation procedures
9. Files room keys
10. Knows how to use front office equipment
11. Processes guest check-outs
12. Posts and files all charges to guest, master and city ledger accounts
13. Follows procedures for issuing and closing safe deposit boxes used by guests
14. Uses proper telephone etiquette
15. Uses proper mail, package and message handling procedures
16. Reads and initials the pass-o log and bulletin board daily. Is aware of daily activities and meetings
taking place in the hotel.
17. Attends department meetings
18. Coordinates guest room maintenance work with the engineering and maintenance division
19. Reports any unusual occurrences or requests to the Manager or assistant Manager
20. Knows all safety and emergency procedures. Is aware of accident prevention policies
21. Maintains the cleanliness and neatness of the front desk area
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22. Understands that business demands sometimes make it necessary to move employees from their
accustomed shift to other shifts.
Position Title: Reservations Agent

Reports To: Front Office Manager
Position Summary: Responds to communications from guests, travel agents and referral networks
concerning Reservations arriving by mail, telephone, telex, cable, fax or through a central reservation
system. Creates and maintains Reservations records usually by date of arrival and alphabetical listing.
Prepares letters of confirmation and promptly processes any cancellations and modifications. Tracks
future room availabilities on the basis of Reservations, and helps develop forecasts for room revenue
and occupancy. Additional duties may include preparing the list of expected arrivals for the front office,
assisting in pre-registration activities when appropriate and processing advance reservation deposits.
Knows the types of rooms the hotel has as well as their location and layout. Knows of all hotel package
plans meaning status, rates and benefits.

1. Processes Reservations by mail, telephone, telex, cable, fax or central reservation systems referral.
2. Processes Reservations from the sales office, other hotel departments and travel agents.
3. Knows the types of rooms available as well as their location and layout
4. Knows the selling status, rates and benefits of all package plans
5. Knows the credit policy of the hotel and how to code each reservation
6. Creates and maintains reservation records by date of arrivals and alphabetical listing
7. Determines room rates based on the selling tactics of the hotel
8. Prepares letters of confirmation
9. Communicates reservation information to the front desk
10. Processes cancellations and modifications and promptly relays this information to the front desk
11. Understands the hotel’s policy on guaranteed Reservations and no-shows
12. Processes advance deposits on Reservations
13. Tracks future room availabilities on the basis of Reservations
14. Helps develop room revenue and occupancy forecasts
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15. Prepares expected arrival lists for front office use

16. Assists in pre-registration activities when appropriate
17. Monitors advance deposit requirements
18. Handles daily correspondence. Responds to inquiries and makes Reservations as needed
19. Makes sure that files are kept up-to-date
20. Maintains a clean and neat appearance at all times and a clean and neat work area
21. Promotes goodwill by being courteous, friendly and helpful to guests, Managers and fellow
employees
Position Title: Front Office Cashier

Reports to: Front Office Manager
Position Summary: Posts revenue center charges to guest accounts. Receives payment from guests
at check-out. Coordinates the billing of credit card and direct-billed guest accounts with the accounting
division. All guest accounts are balanced by the cashier at the close of each shift. Front office cashiers
assume responsibility for any cash used in processing front desk transactions. May also perform a
variety of banking services for guests, such as check cashing and foreign currency exchange.

1. Operates front office posting equipment
2. Obtains the house bank and keeps it balanced
3. Completes cashier pre-shift supply checklist
4. Takes departmental machine readings at the beginning of the shift
5. Completes guest check-in procedures
6. Post charges to guest accounts
7. Handles paid-outs
8. Transfers guest balances to other accounts as required
9. Cashes checks for guests following the approval policy
10. Completes guest check-out procedures
11. Settles guest accounts
12. Handles cash, traveler’s checks, personal checks, credit cards and direct billings requests properly
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13. Posts non-guest ledger payments

14. Makes account adjustments
15. Disperses guest records upon check-out
16. Transfers folios paid by credit card to each credit card’s master list
17. Transfers folios charge to the non-guest ledger to each company’s master file
18. Balances department totals at the close of the shift
19. Balances cash at the close of the shift
20. Manages safe deposit boxes.
Position Title: Hotel Switchboard Operator

Position summary: Speaks, clearly, distinctly and with a friendly, courteous tone. Uses listening skills
to put callers at ease and obtains accurate, complete information. Answers incoming calls and directs
them to guest rooms through the switchboards (PBX) system or to hotel personnel or departments.
Takes and distributes messages for guests, provides information on guest services, and answers
inquiries about public hotel events. Provides a paging service for hotel guests and employees.
Processes guest wake-up calls.

1. Answers incoming calls
2. Directs call to guest rooms, staff or departments through the switchboard or PBX system
3. Places outgoing calls
4. Receives telephone charges from the telephone company and forwards charges to the front desk
for posting
5. Takes and distributes messages for guests
6. Logs all wake-up call requests and performs wake-up call services
7. Provides information about guest services to guests
8. Answers questions about hotel events and activities
9. Understands PBX switchboard operations
10. Provides paging services for hotel guests and employees
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11. Knows what action to take when an emergency call is requested or received.
12. Monitors automated systems including fire alarms and telephone equipment when the engineering
and maintenance department is closed
Position Title: Night Auditor

Reports to: Front Office Manager or Accounting Department
Position Summary: Checks front office accounting records for accuracy and on a daily basis,
summarizes and compiles information for the hotel’s financial records. Tracks room revenues,
occupancy percentages and other front office operating statistics. Prepares a summary of cash, check
and credit card activities reflecting the hotel’s financial performance for the day. Posts room charges and
room taxes to guest accounts including guest transactions not posted during the day by the front office
cashier. Processes guest charge vouchers

1. Posts room charges and taxes to guest accounts.
2. Processes guest charge vouchers and credit card vouchers
3. Posts guest charge purchase transactions not posted by the front office cashier
4. Transfers charges and deposits to master accounts
5. Verifies all account postings and balances
6. Monitors the current status of coupon, discount and other promotional programs
7. Tracks room revenues, occupancy percentages and other front office statistics
8. Prepares a summary of cash, check and credit card activities
9. Summarizes results of operations for management
10. Understands principles of auditing, balancing and closing out accounts
11. Knows how to operate posting machines, typewriters and other front office equipment and
computers
12. Understands and knows how to perform check-in and check-out procedures.
Position Title: Guest Services Manager

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Reports to: General Manager/ Front office Manager

Position Summary: Oversees all guest services operations, including front desk, Reservations, PBX,
bell staff, and transportation services to ensure quality and guest satisfaction.

1. Answers letters of inquiry regarding rates and availability.
2. Trains new Guest department personnel.
3. Maintains a thorough knowledge of the room rack locations, types of rooms, room rack operations,
package plans, and discounts.
4. Maintains a detailed knowledge about the hotel’s services and hours of operations.
5. Oversees servicing and security of the safe deposit boxes.
6. Knows all safety and understands emergency procedures and how to act upon them. Understands
accident prevention policies.
7. Knows cash handling procedures. Files and posts all changes to guest master and city ledger
accounts.
8. Possesses a thorough knowledge of credit and check cashing policies and procedures and adheres
to them.
9. Anticipates and intervenes in all incidents of guest dissatisfaction and attempts to satisfy all such
guests, within hotel policy.
10. Develops and maintains all aspects of the hotel’s reservation system directed toward the
maximization of profit.
Position Title: Concierge

Position Summary: Serves as the guest’s liaison for both hotel and non-hotel services. Functions are
an extension of front desk agent duties. Assists the guest regardless of whether enquries concern in-
hotel or off-premises attractions, facilities, services, or activities. Knows how to provide concise and

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accurate directions. Makes Reservations and obtains tickets for flights, the theater, or special events.
Organize special functions such as V.I.P cocktail receptions. Arranges for secretarial services.

1. Develops a strong knowledge of the hotel’s facilities and services and of the surrounding community.
2. Provides guests with directions to attractions or facilities in or outside the property.
3. Provides guests with information about attractions, facilities, services, and activities in or outside the
property.
4. Makes guest Reservations for air or other forms of transportation when requested. Obtains
necessary itinerary and tickets.
5. Makes guest Reservations for theatre and other forms of entertainment when requested. Obtains
necessary tickets and provides direction to facilities.
6. Organizes special functions as directed by management.
7. Arranges secretarial and other office services.
8. Coordinates guest request for special services or equipment with the appropriate department.
9. Contacts room guest periodically to ascertain any special needs.
10. Handles guest complaints and solves problems to the degree possible.
Duties of Front Office Personnel:
The Reservations Office: Staff in the reservation office include:

 The Reservations Manager (or Reservations Supervisor)
 The Reservations Clerks.

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The Reservations Manager would be in control of the section and would organize the staff duty rotas
establish and maintain high standards of work and make decisions on whether booking should be
accepted or not. (Overbooking refers to the situation when a hotel takes more Reservations for rooms
than it has room available)
In some medium sized hotels this section may not have a Manager and the reservation Supervisor
would report directly to the Front Office Manager. In many hotels the task of dealing with Reservations
is performed by the receptionist.
The Reservations Supervisor apart from taking Reservations will also closely monitor all the bookings
taken, perhaps referring to the Manager when important decisions are to be made. For example: When
the hotel is full or when someone requests a booking which might not be accepted.
The reservation Clerks or agents take the bookings, which may be made by telephone, telex, fax, mail
or computer. They keep records of the number of bookings taken for each night and record all relevant
details of each booking. They will try to upsell accommodation and ask guests to confirm or guarantee
their booking. Each day they will give reception all the booking details of the guests who are due to
arrive on the day. (Note: As guaranteed booking must always be held for a guest because payment is
guaranteed whether or not they arrive)
Reception (The Front Desk):
Staff in the reception section may include

 The Reception Manager (Front Desk Manager)
 The Reception Supervisor (Front Desk Supervisor)
The Senior Receptionists and Receptionists (or Reception Clerks/Agents)
The Front Desk is controlled by the Reception Manager. It is their duty to see that a hotel achieves the
maximum revenue and the highest level of room occupancy possible. It is also the responsibility of the
front desk Manager to motivate and monitor their staff as well as to maintain a high profile with the
guests.

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The specific responsibility of the Reception Supervisor is to guarantee the smooth running of the Front
Desk. Apart from this overall duty they would organize duty rotas and handle complaint or difficult
customers which a receptionist may not be able to deal with. The notification and greeting of important
guests (VIPs) would also be the duty of the reception Supervisor.
The Senior Receptionist will take responsibility for assigning rooms to guests, dealing with group
arrivals and handling guest’s immediate problems or queries.
The Receptionists prepare for the guest’s arrival, greet the guests when they arrive, check the guests
into the hotel, assign suitable rooms and check the guests method of payment. Also, they keep a record
of the status of each room in the hotel whether it is occupied vacant, clean or dirty or out of order, give
out information to guests and in many cases take charge of guests’ room keys.
Uniformed Services ( Concierge / Lobby Services / Bell Desk / Porters):

UNIFORM STAFF DUTIES
The organization of baggage handling for both arriving and departing
Doorman
guests. Open car doors.
Greet all new arrivals
Head Hall Porter Give directions
Call taxis
Drivers (car jockeys) Take guests to and from airport or railway station. Part guests’ cars.
Run errand and take messages for both the hotel staff and the guests,
Porters/Pagers carry bags to and from rooms, generally keep the lobby area clean, neat
and tidy.
The porter’s department comprises a large group of uniformed staff, including

 Head Hall Porter (Bell Captain / Lobby Services Manager)
 Doorman
 Porters or Pagers (Bell Boys)
The Head Hall Porter is in charge of all of the uniformed staff in the front office and normally works from
a desk in the main lobby. The following are some of the duties and services which they conduct:
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1. Control of uniformed staff in liaison with front office Manager and other departments
2. Giving of information to guests concerning hotel services and local directions.
3. Message taking and issuing room keys
4. Booking of the air tickets ad the confirmation of airline passages
5. Arranging hire of hotel cars
6. Solving guest problems and queries about local recreational facilities
Telephone:
Staff in this section includes the telephone Supervisor and telephone operators for both day and night
operations.
The Telephone Supervisor and telephone operators process all incoming and outgoing calls through the
hotel switchboard. These staff needs good language and communication skills. They frequently give out
general information over the telephone on subjects as diverse as the weather or the time in another
country to attractions within the hotel. They will place international calls and give wake up calls as
required by guests. They also operate a hotel paging system which provides a communication service
to certain members of hotel staff and management which by the nature of their jobs are not always in
their offices. They act as the communication centre in the event of emergency.
Guest Relations Executives:
In large hotels it quite possible that guests will only meet the receptionists and porters and will have very
little contact with other members of the hotel staff. In such hotels, guest relations officers are sometimes
employed to try to create a more caring and personal hotel atmosphere.
Guest Relations Executives usually have a desk in the main lobby. Their main responsibility is to make
guests feel welcome and provide a more personal service very often by simply talking to guests who are
traveling on their own and perhaps feel lonely staying in a strange new town or city. GRO’s also handle
guest problems and complaints.
In addition, it is the GRO’s responsibility to care for VIPs and frequent guests, checking that their rooms
are prepared and escorting them on arrival.

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Front Office Cashier: Staff in the section includes:

 The Cashier Supervisor
 Cashier
The Cashier Supervisor has full responsibility for all of the cash and methods of payment by guests as
well as the supervision of the work of the front office cashiers management. As mentioned in some
hotels, the Front Office Cashiers report directly to the accounts Manager, rather than to the front office
Manager.
The Front Office Cashiers are responsible for the opening preparation and settlement of resident
guests’ accounts. They check to ensure that all charges are added to the guests’ bills and that the
settlements are properly processed. Front office cashiers also administer the safe deposit system of the
hotel.
Business Centre: In recent years business people have come to expect hotels to provide a wide range
of facilities and services to meet their specific needs, such as fax, telex, photocopying and secretarial
work. There may also be a demand for translation and interpreting services as well as the hire of
equipment such as laptop computers, portable telephones and Dictaphones. The organization of private
meeting rooms is also one of the duties of business centre staff. If a hotel has many non-English
speaking guests, then bilingual secretaries maybe required.
Night Auditor: Front desk may be staffed by a separate team of staff at night or less commonly, it may
be covered by staff who are scheduled to work as night staff.
The front desk may be staffed by night auditors. The front desk is fairly quiet during the night and night
has traditionally been a time when duties involving paperwork and checking of figures are performed.
These are called audit duties. They include the checking and completion of guest and hotel account, the
balancing of hotel revenue figures, as well as production statistics and summaries of hotel revenue for
management. With the arrival of computerized systems, most of the work is now performed
automatically by the computer throughout the day. The need for billing and audit staff is therefore
greatly reduced and the running of and collection of computer printouts of hotel’s revenue and statistical

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information. One of most important task which night auditors supervise is the back-up of the computer
system.
5.7 Attributes of Front Office Personnel

Professional Behaviour
 Punctuality: Should report to work on time .
 Has a positive attitude towards the job and the hotel.
 Recognizes both the positive and negative aspects of the job.
 Possesses maturity in judgment.
 Should be able to hide personal likes and dislikes and be fair and just
 Should appear business like.
 Should never be over friendly.
 Maintain control and composure ever in difficult situations.
Congenial Nature
 Be smiling.
 Should exhibit cordial and pleasant nature.
 Should be ‘peoples man’
Helpful Attitude
 Be sensitive to guest needs.
 Should possess a good sense of humor
 Should respond and speak intelligently
 Should demonstrate creativity
 Should practice good listening skills
Flexibility
 Should be willing and able to work in different shifts.
 Should understand other’s point’s of view.
 Should be innovative, willing to try ways of doing things.
 Should be a team leader- should work well with guests and hotel staff.
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Well Groomed Appearance

The following section discusses the grooming needs for both Men and Women.
5.8 Grooming for Gentlemen

1. The hair should be clean, free from dandruff, odourless and glossy in appearance. It is mandatory
that all gentlemen working in the hotel should have short and neatly combed hair at all times. i.e. not
touching the ears and collars carefully combined and brushed.
2. A clean daily shave is also compulsory .Always keep your moustache well trimmed.
3. Hands carry germs, therefore wash hands and nails frequently and always before leaving
washroom. Use a nail brush to clean cuticles and nails. Short well manicured nails are a must
4. Pay attention to your personal hygiene, use a deodorant to prevent body odour.
5. For those with mouth odour use mouth wash.
6. Wear clean, fresh and well pressed uniforms at all times. Keep buttons always buttoned up
7. Shoes should be attractive, carefully fitted, have plenty of toe room to take care of the foot in motion;
a well-placed heel of comfortable height and provide support for the arches. Be particular to see that
your shoes (Black laced shoes) are always in good repair and polished to a shine. Black socks are a
must for all gentlemen.
8. Wash face frequently if it tends to show up oil.
9. Do not wear fancy jewellery, the maximum being a ring and a watch.
10. Do not wear strong smelling perfumes/colognes/aftershaves. A mild fragrance is advisable.
11. Keep feet clean. Wash them regularly especially after removing shoes and socks.
12. It is compulsory to wear clean vests.
13. Always maintain an erect posture, slouch habits should be avoided.
5.9 Grooming forLadies

1. Pay special attention to your hair style. Simple styles are desirable without the use of fancy hair
clips. If your hair is long then it should be put up. This is mandatory for all ladies with long hair.
2. Please be conservative in your use of cosmetics. Let not the fragrance be over powering. A mild
perfume is advisable.

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3. Pay attention to your face. Limit the use of make –up and lipstick in particular. Keep a periodic
check for oil accumulation on the face.
4. Use a mouth wash if you have mouth odour.
5. Do not wear gaudy jewellery(simplicity is the essence of beauty)
6. Keep hands clean and finger nails well manicured. Avoid the use of henna on hands, hair and feet.
7. Keep feet clean and toe nails pedicure.
8. Select a comfortable pair of foot wear to match your uniform. Never remove foot war while on duty.
9. Avoid the use of henna on hands, hair and feet.
10. Pay particular attention to your personal hygiene.
11. Wear fresh, clean and well pressed uniforms.
12. Drape your saree in the conventional Indian style and not any other style ex Gujarathi, Keralite etc.
13. Adopt a graceful posture and stand erect.
5.10 Layout of Front Office Department

Most front office functions are performed at the front desk. Since guests directly interact with front desk
personnel, the front desk represents the hotel to the guest. When a guest enters the hotel, it is the
entrance and thereafter the lobby, which is subjected to scrutiny. The main entrance must be
identifiable and directly lead to reception area i.e. Lobby of the hotel. Care should be taken that the
main entrance area is able to accommodate the guests of the hotel who may come by a car or a taxi or
many a times walk up the hotel, and also may reach by coach. As a general rule, the driveway in front
of the lobby entrance should be at least 18 ft wide so as to allow at least two cars to pass easily.
Sufficient height clearance to allow coaches loaded with luggage on top should also be given
consideration. A minimum of 16 ft clearance from road should be allowed. To avoid the problem of
carrying of luggage through steps, it is advisable to have separate luggage entrance in the form of a
ramp starting from driveway to the main entrance. The ramp should not be very steep. The
recommended inclination with road of the ramp for luggage trolleys and wheel chair is 1:10.
Lobby

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 Lobby should be spacious but not wasteful.

 The natural flow of guests should be towards reception/information counter on his arrival in the
hotel. Sufficient space should be provided in the lobby for short time keeping of luggage in the lobby
before sending it to the room or to the car.
 Lobby of the hotel includes general circulation and waiting area which lead to check in, information
and cashiers counter and also to desks such as concierge, bell desk, travel counters, elevators etc.
 The shopping arcade may be either in one part of the lobby or near the lobby. The various
restaurants and other food and beverage outlets may also be reached through lobby.
 The reception desk is in the lobby and should be so located that it is in clear view of the guest
entering the lobby of the hotel. Also the front office staff should be able to oversee the activities in
the lobby, entrance, exits, elevators, shops etc.
 Lobby of a large hotel is also required to accommodate travel desk, G.R.office, the lobby manager’s
desk, bank counter and public as well as house telephone booths.
Size of lobby depends upon the size and type of the hotel. Cocktail lounge can also be made in the
lobby. Avoid pillars as far as possible as they obstruct the view and may create problem in the
movement. Lobby in some hotel is used as a feature around which whole activity of the hotel takes
place. It may form a part of an atrium extending the full height of the building and containing garden,
landscapes, displays etc.
Access for physically challenged guest: Accessibility for physically challenged guests is an important
consideration in the design of a hotel in general, but applies especially to the front office area. Generally
a ramp is provided for wheel chairs. Door should be wide enough to let a wheel chair pass. The height
of the reception counter is sometimes lowered to facilitate guest on wheel chairs. A toilet with special
facilities is provided near the lobby for physically challenged guests.
Reception Counter
Various activities connected with guests such as arrival, information, departure, mail handling, luggage
handling etc. are done from the reception counter which is situated in the lobby. The counter must be
fully functional and operational and well planned. The following points are important:-

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1. Size: Basically size depends upon the size and systems used by the hotel. For a large hotel using
automatic system, the size may be small while for a small hotel on Whitney rack system or manual
system, the size may be comparatively big.
2. Shape: Another important factor is that the counter should be designed matching with the shape of
the lobby. For example. ‘L’ shape, straight shape, curve shape (semi circular) or circular shape etc.
In a semi circular arrangement, there is normally a straight wall at the back of the desk with a door
leading to front office support services. Circular and semicircular guests allow greater service to
more guests at the same time; they also tend to appear more modern and innovative than the
traditional straight desk. A potential problem is that although front office work stations and equipment
may dictate where functions must be performed, guests can approach these desks from all angles.
Therefore extra care may be necessary to ensure the success of these and other innovative desk
designs.
3. Dimension : Usually the counter dimensions are: height between 38” to 42” ; width is 30”
approximately and the length depending on various factors such as size of the lobby, type of hotel,
business profile of the hotel and systems used etc.
Some hotels have experimented with a lobby arrangement which includes no front desk at all. In a
deskless environment, registration and room assignment may be handled at a small table or personal
desk at a low traffic area of the lobby. A concierge, receptionist or special service employee may serve
as guest host. Although a guest host may perform many of the same functions as a front desk agent,
the service is intended to be more personal and informal. Guests often enjoy a casual seated
registration instead of a long wait standing at a front desk counter.
Material used for making the counter varies from wood and cement to concrete with finishing of
laminated surfaces, stone, marble, granite etc. depending on various factors such as cost and design.
The other counters in the Front Office are Bell Desk and Concierge Desk, Lobby Desk, Travel Counter.
5.11 The Guest Cycle
GUEST TRANSACTIONS/SERVICES
23
Baggage Handling
Transportation
Reservations
Bill Settlement
Check-Out
Currency Exchange Doormen and

Guest transactions during a hotel stay determine the flow of business through the property. The flow of
business can be divided into a four stage guest cycle. Since activities and functions tend to overlap
between stages of the guest cycle some properties have revised this traditional guest cycle into a
sequence of pre-sale, point-of-sale and post-sale events for computerized properties. This
segmentation may allow for improved coordination among hotel operating departments.
Front office employees need to be aware of guest services and guest accounting activities at all stages
of the guest stay. A clear understanding of the flow of business through the hotel will enable front office
employees to efficiently service guest needs.

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Guest cycle Guest Services Guest Accounting
Pre-Arrival Reservations
Arrival Registration Establishment of Credit
Occupancy Occupancy Services Charge Postings
Night Audit
Departure Check-Out and History Settlement
Pre-Arrival:
During the pre-arrival stage the guest chooses a hotel to patronize. This choice can be affected by a
variety of factors including previous experiences with the hotel, advertisements, recommendations from
others, the hotel’s location and preconceptions based upon the hotel’s name or chain affiliation. A
guest’s choice may also be influenced by the ease of making Reservations and the reservation agents
description of the hotel and its facilities, room rates and amenities. The attitude, efficiency and
knowledge of the front office staff may influence a caller’s decision to stay at a particular hotel.
A Reservations agent must be able to respond quickly and accurately to requests for future
accommodations. The proper handling of reservation information can be critical to the success of a
lodging property. Efficient procedures will also the Reservations agent more time for attention to detail
and greater opportunity to market hotel services.
If a reservation can be accepted as requested, the Reservations agent creates a reservation record.
The creation of a reservation record initiates the hotel guest cycle. It enables the hotel to personalize
guest service and appropriately schedule needed staff and facilties. Confirmation of reservation allows
the hotel to verify a guest’s room request and personal information and assures the guest that his or

56
her needs will be addressed. Pre-registration activities such as specific room and rate assignment for
guests who have not arrived yet and creation of guest folios may also may be possible based on
information collected during the reservation process.
An effective reservation system helps maximize room sales by accurately monitoring room availabilities
and forecasting room revenues. By analysing reservation information, front office management can
develop an understanding of the hotel’s reservation patterns. Data collected during the Reservations
process become especially useful in subsequent front office functions. Perhaps the most important
outcome of a reservation however is having the room available when the guest arrives.
Arrival:
The arrival stage of the guest cycle includes registration and rooming functions. When the guest arrives
at the hotel, he or she establishes a business relationship with the hotel through the front office staff. It is
the staff’s task to clarify the nature of the guest-hotel relationship and the expectations of the hotel and
the guest.
The front desk agent should determine the guest’s reservation status before beginning the registration
process. Pre-registration activities may have already taken place for guests who have made
Reservations. Walk-in guests, on the other hand present an opportunity for front desk agents to sell
guest rooms. To do this, the front desk agent must know the hotel’s products thoroughly and describe
them positively. Registration will not occur if the guest is not convinced of the value of renting a
particular hotel room.
A registration record, completed either as part of pre-registration activity or at check in, is essential to
efficient front office operation. A registration record should include information about the guest’s
intended method of payment, the planned length of stay and any special guest needs such as rollaway
bed, a child’s crib or a preferred room location. These date enhance the front office’s ability to meet
special guest needs, forecast room occupancies and settle guest accounts properly. At check-out the
guest’s registration card may also be used as the primary source for creation of a guest history record.
Registration information is used in the assignment of a room and rate for each guest. Room and rate
assignment also depends on an effective room status system. Front desk must learn of changes in the

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housekeeping status of a room as soon as possible to allow maximization of room sales.
When assigning guest rooms, the front desk agent must also be aware of the characteristics of the
rooms in each room category. Hotel room types can range from a standard single guestroom to a
luxurious suite of rooms. Differences between rooms within the same category generally lie in their
furnishings, amenities and location within the property.
The double-double, studio and king guest rooms each occupy approximately the same amount of floor
space. The junior suite is twice the size of these rooms, and the suite is the equivalent of a junior suite
and two connected single rooms.
Once it has been determined that a guest will be accommodated, the guest’s method of payment
becomes an important concern. The registration process plays an essential role in the guest accounting
cycle by gathering information concerning payment for services rendered. Whether the guest will use
cash, a check, a credit card or an alternative method of payment, a roper credit check at the outset of a
transaction greatly reduces the potential for subsequent settlement problems. If a guest’s credit rating is
found to be poor extreme care and tact should be exercised in denying the guest’s request for credit.
After the method of payment is decided the registration process is complete. The guest is issued a key
and occupancy begins. The guest proceeds to the room with/without assistance. When the guest
arrives at the room and accepts it, the occupancy stage of the guest cycle begins.
Occupancy
Throughout the guest cycle, front office represents the hotel to the guest. This role is especially
important during the occupancy stage. As the center of front activity, the front desk is responsible for
coordinating guest services. Front office guest services may include providing the guest with
information, equipment, supplies, or services. The front office’s response to requests should be timely
and accurate to maximize guest satisfaction. A concierge is often employed to offer special attention to
such needs.
A major front office objective –during occupancy and all other phases of the guest cycle –is to satisfy
guest needs in a way that will encourage a return visit. Essential to this objective is the establishment of
sound guest relations. Guest’s relations depend on clear, constructive communication between the
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front office, other hotel departments and divisions, and the guest. If a guest has a complaint, the hotel
must know of it in order to resolve it. Front desk agents should be attentive to complaint and try to seek
a resolution satisfactory to both guest and the hotel.
Another primary front office concern during occupancy (and indeed, to some extent, throughout all
stages of the guest cycle) is security. Security topics likely to apply to front office employees include the
protection of funds and valuables, and key control, surveillance, safe deposit, lost and found, and
emergency procedures.
The occupancy stage of the guest cycle also produces a variety of transactions affecting guest and
hotel financial accounts. Most of these transactions will be processed according to front office account
posting and auditing procedures.
The largest single guest account charge is usually for the guestroom itself. Additional expenses can be
charged to guest accounts if the guest established acceptable credit at the front desk during the arrival
stage. Goods or services purchased from the hotel’s restaurant, bar, room service, telephone, garage,
valet service, gift shop, and other revenue outlets may be charged to guest accounts Many hotel limit
the amount which guests can charge to their accounts without partial settlement. This amount is referred
to as the house limit. Guest accounts must be carefully and continually monitored to ensure that his limit
is not exceeded.
It is important to periodically review and verify the accuracy and completeness of front office accounting
records. The night audit process is intended to fulfill this need. In hotels with computerized front office
accounting systems, this phrase may not be strictly accurate, since the audit can be conducted at any
time during the day. Some computerized properties choose to call the audit the front office audit or
update. However, even though computerized properties can perform the audit at any time, they
nonetheless almost invariably follow tradition and do it at night.
Regardless of how or when it is performed, room charges are posted to guest accounts as part of the
audit routine. In addition, charges posted to guest accounts are verified, the accounts are balanced and

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checked against credit limits, discrepancies in room status are resolved, and operating reports are
produced.
Departure
The fourth phase of the guest cycle is departure. Both the guest services and guest accounting aspects
of the guests cycle are completed during this phase. The final element of guest service is checking the
guest out of the hotel and creating a guest history record. The final element of guest accounting is
settlement of the guest’s account.
At check –out, the guest receives an accurate statement of account for settlement, returns the room
keys, and departs from the hotel. Once the guest has checked out, the room’s status is updated and the
housekeeping department is advised.
Other primary concerns of the front office during check –out are determining whether the guest was
satisfied with the stay and encouraging the guest to return to the hotel (or another property in the chain).
Obtaining new customers is generally more expensive than retaining old ones, because of the
resources that must be devoted to attracting new guests. A satisfied guest is more likely to return.
The more information the hotel has about its guests, the better it can anticipate and serve their needs
and develop marketing strategies to increase business. Hotels often use expired registration cards as a
basic for a guest history file. This information allows the hotel to better understand its clientele and
provides a solid base for strategic marketing. The hotel can also develop a profile of guest
characteristics through the use of a research questionnaire. A wide variety of guest characteristics and
habits can be surveyed to provide the hotel with a better understanding of its guest’s wants and needs.
The purpose of account settlement is to collect money due the hotel. At departure, depending on the
guest’s credit arrangements, cash is paid, a credit card voucher is signed, or direct billing instructions
are verified. Account balances should be verified and errors corrected before the guest leaves the hotel.
A potential problem in guest account settlement is charges which are not posted to the guest’s account
until after the guest has checked out. These charges are referred to as late charges. Even if the
charges are eventually collected, the hotel usually incurs additional costs in billing the guest. The billing
of departed guest accounts is generally handled by the back office accounting division, not the

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front office. However, the front office is responsible for providing complete and accurate billing
information to the back office accounting division.
Once the guest has checked out, data related to the guest stay can be analyzed by the front office.
Front office reports can be used to review operations, isolate problem areas, indicate where corrective
action may be needed, and point out trends. Daily reports typically contain information about cash sales,
charge sales, accounts receivable, and front office operating statistics. Operational analysis establishes
a standard of performance which can be used to reveal the effectiveness of front office operations.

61
Housekeeping and its role in
hospitality operation Click to add text
Keith Shirlvin Nigli
Associate Professor, Housekeeping
BHM 147 Fundamentals of Housekeeping Operations Module 1 - Housekeeping and its role in hospitality
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Content
• Introduction
• Importance of Housekeeping
• Responsibility of the Housekeeping Department
• Housekeeping in Other establishments
• GROOMING IN HOUSEKEEPING
• Career in Housekeeping
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Introduction
• Nothing sends a STRONGER message than

cleanliness in any organization.
• No amount of advertising, entertainment, glamour,
or friendliness will overcome POOR Housekeeping in
the EYES of GUEST.
• Housekeeping is defined as the department that
provides a CLEAN, COMFORTABLE, SAFE and
ATTRACTIVE environment for all those who use the
premises.
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“We expect our housekeepers to change the sheets.” That is what every person in home and industry will say.
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Meaning and Definition of Housekeeping :
• to keep or maintain a house.

• In other words, we may also say that housekeeping is a
process of keeping a place clean, beautiful and well
maintained so that it looks and feels pleasant and
inviting to all, either living, visiting or working there.
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In simple
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• You dirty it
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• We clean it
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WOW
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5 senses the Housekeeping
work on
• Visual
• Sound
• Feel
• Smell
• Taste (f & b)
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work on
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work on
No clutter sounds
No Sounds from neighbors
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work on
Linen and other things in

room
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work on
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work on
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HOUSEKEEPING
WHAT’S THE BIG DEAL?
Employees should be aware of hazards
arising from poor housekeeping.
Good housekeeping improves safety,

efficiency and quality at the same time.
Plus bonus, it’s easier to find things!
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Final out
come
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Importance of Housekeeping
Cleanliness
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Pest Laundr
Control y
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Offices Cleaning
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Reduce
s
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• Housekeeping department is the back bone of the hotel

industry
• It is also considered the heart of the hotel.
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• The room is the heart of the Hotel. It is the most

perishable commodity in the hotel.
• The mark of excellence – Hotel
• Guest selection of a hotel depends upon the
cleanliness of the hotel.
• Housekeeping staff is eyes and ears of the Hotel
• Remember the HOTEL IS HOUSEKEEPING
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Remember………
• A good housekeeping would have ensured smooth

functioning of all gadgets, no leaks, and a comfortable
and safe environment.
• One feels comfortable only in the environment where it
is clean and safe.
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• The Role of Housekeeping in the hotel: 103
• Comfort.
• Cleanliness and Hygiene.
• Privacy.
• Safety and security.
• Décor.
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The Role of housekeeping in
the hotel:
• Comfort: Good quality of beds, mattresses, air conditioners, TV,

mini bars, etc. These should be well maintained by the
housekeeping staff.
• Cleanliness and Hygiene: Well maintained areas and equipment's
create a good impression on the guest.
• Privacy: Housekeeping staffs ensure the privacy of the guests.
Good Curtains, blinds etc should be used. Windows should not
facing public areas.
• Safety and security: Fire fighting equipment's and emergency
alarms are functional at all times.
• Décor: Creating a pleasant and classy ambience is also one of the
major concerns for a guest and housekeeping staff is mainly
responsible for this.
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What kind of work do people do in housekeeping
in a hotel?
• Very physically demanding job

• 15 – 30 – 45 mints to do one room
(Depends on the room, guest and so on).
• Tasks by housekeepers:
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Housekeeping
Responsibility
• Good housekeeping is a team effort and a team is made up
of individuals. The individual employee’s responsibility, is
as follows: To keep work areas clean, neat, tidy and free
from excessive material at all times.
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Responsibility of the
Housekeeping Department
• Ensure welcoming atmosphere

• Ensures high standard of cleanliness
• Provide linen in rooms, food service areas etc.
• Provides uniforms for all staffs
• Deals with lost and found items
• Takes care of guest clothing's (Laundry and dry cleaning)
• Maintenance of the building
• Provides and maintains floral decorations
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108
• Maintains the landscaped areas of the hotel

• Select right contractor and ensure that the quality of work is maintained.
• Coordinates the renovation of the property - with the management
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• Ensure good working relationship with other departments

• Coordinates with the purchase department of the guest supplies,
cleaning agents, equipment's, linen, carpets and other items used in the
hotel.
• To keep the General Manager informed of all matters requiring special
attention.
• Have a good eye for detail.
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Area of Responsibility
• 1. Rooms and corridors (Ceilings and wall paints, wall paper, fans, air-
conditioners, electrical switches and sockets, wiring, windows, doors, glass
panes bed, bedmaking, locks, carpets, keys etc.)
• 2. Toilets (Taps, sinks, water closets, geysers, water supply, electrical sockets
and switches, supply of towels, toilet paper, toiletries (soaps, shampoos,
shower caps etc. )
• 3. Linen (Table linen, bed linen, bath linen)
• 4. Furniture and furnishings (Curtains, table lamps, tube lights, chandeliers,
bulbs, sofas, dining tables and chairs etc.)
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Area of Responsibility
111
• 5. Gardens ( Plants, pots, lawn, flowers, trees, bushes, hedges,

Gazebo etc.)
• 6. Guestrooms/Floors (cleanliness and security of the rooms)
• 7. Public areas (Stair case, corridors, lobby, conference/seminar halls, waiting
halls, recreation room, parking area, clubs, swimming pool, offices, common
toilets, staff dining hall, service elevator, locker rooms, basement, store etc)
• 8. Linen and Uniform rooms (cleanliness of the area, repairs, renewals and
maintenance (inventory and stock records) of linen and uniform
• 9. Laundry
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Just for information
• A housekeeper changes body position every three seconds while cleaning a

room. If we assume that the average cleaning time for each room is twenty-five
minutes, we can estimate that a housekeeper assumes 8,000 different body
postures every shift.
• In addition, forceful movements while using awkward body positions include
lifting mattresses, cleaning tiles, and vacuuming every shift. Housekeeping is a
physically demanding and very tiring job. It can be classified as "moderately
heavy" to "heavy" work because the energy required is approximately 4
kilocalories per minute (4 kcal/min.)
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Housekeeping in Different Establishments
• Hotels
• Hospitals
• Boarding Houses
• Motels
• Resorts
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• Nursing Homes
• Hostels
• Airports
• Seaports
• Cruise lines
• Factories
• Prisons
• University/college
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• Offices
• Expensive clubs
• Casino
You name it and you have housekeeping

doing their part to see that the
environment is clean, fresh and safe.
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Hotels
Very large hotels – 500+

Rooms
Large hotels – 300 -499 Room
Medium hotels – 150 – 299
Room
Small Hotels – 51 - 149 Rooms
Very Small Hotels - <50 Room
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GROOMING IN
HOUSEKEEPING
• be fresh, well groomed and clean, not half
asleep or unkept in appearance while
reporting on duty
• have their hair neatly cut and tied properly
• have nails neatly trimmed
• dress in simple, clean and well ironed
clothes
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GROOMING IN
HOUSEKEEPING
• avoid rings or other jewelry
• use light makeup, in case of women
• use footwear that is light, without heels
and noiseless
• be healthy and not suffer from any skin
disease, colds, etc
• avoid bad habits such as nail biting, nose
picking, leg shaking, sitting on work table,
spitting, chewing paan, smoking, etc.
• Have bath daily.
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Career in Housekeeping
• Housekeepers really know the property because they must inspect

every area routinely. Thus, for persons interested in upward mobility,
housekeeping is a firm beginning.
• Consulting as a career is a growing field.
• If you work in hotels, the average UK salary is between £18,500 and £20,
900 for a Deputy Housekeeper , although depending on the style of
hotel, your salary could be considerably higher.
• Worse thing about Housekeeping is:
• "The hours - it's a way of life and to do the job well you need to be very
committed. Being first in and last out, clearing up after everyone and
being a mum to all the staff.
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If Any
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• Non-guest areas of the
hotel, e.g. store rooms,
kitchen, laundry.
• Back of the House
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• Relating to beauty, taste
and art.
• Aesthetics
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• All bed linens, such as sheets
and pillowcases, and all
blankets, sham, dust ruffles,
pillows, quilts, comforters,
coverlets, mattress pads, and
bedspreads.
Beddings
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Bedspread
They are traditional
• A thin bed cover that serves both

decorative and insulative functions. It
is a type of linen designed to cover
the entire bed, up to the pillows, and
reaching down the floor on all sides
of the bed. The word “bedspread” is
sometimes used as a category-
generic name encompassing all bed
covers used as the top layer of the
bed.
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Sham
A sham is a decorative pillow

case
In the 1700's, specially made pillowcases were

made to create decorative pillows with
removable covers. These "false front" pillow
covers became known as pillow shams!
Unlike the typical pillowcase, the pillow sham
is often open in the middle of the back, with
slightly overlapped fabric (or sometimes is
closed with a hidden zipper). Pillow shams are
usually sold in pairs made out of a fabric from
a matching duvet cover.
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Dust ruffles
• A dust ruffle is sometimes called a pettiskirt or bed skirt. It is

actually a decorative cover placed under the sleeping mattress
and on top of the box spring. A dust ruffle serves the following
purposes:
• Hides or covers the box spring.
• Conceals the area underneath the box spring, which includes the
legs of the mattress frame. It also keeps dust from getting
underneath your bed.
• Provides a decorative and finishing touch to your bed.
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Coverlets
They are
modern
• A bedspread that just covers the top

of the dust ruffle but does not reach
down to the floor.
• A Coverlet is a smaller version of a
Bedspread.
• Coverlets or Blanket Covers are
traditionally used as a decorative
cover over a blanket on a bed
• they usually don't have the length for
a pillow tuck like you would see with
a bedspread.
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Comforters
• Comforters are made of breathable fabric sewn together and

filled with down or polyester.
• A comforter is a thick type of bed cover made up of two fabrics
sewn together and filled with layers of soft material for
insulation. It is used to provide warmth, especially during the
winter and also adds a touch of design to your bed.
• Comforters are also usually very easy to wash, and can either be
hang dried or machine dried on a low and gentle setting.
• They are meant to be the final piece, and so not meant to be
covered with anything or need any additional accessories. This
makes decorating your bed very simple
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Comforter Vs Duvet
Comforter Duvet
a comforter is supposed to be used a duvet is supposed to be used with a duvet cover
as is
less thick and fluffy because it They are big and fluffy sack
contains less fill
Come in all sorts of colors and Is made of white or beige
patterns to fit any style
Top Sheet Required Not required since it has got cover
Not possible to change its style Easy to Change Style

according to décor.
Easy laundered Cover can be washed but not the duvet since the material are
expensive.
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Quilt
• Quilts typically consist of 3 layers - woven cloth on top and

bottom with a filling layer in-between. The top of the quilt
typically has many pieces of fabric stitched together to form a
complex or more simple pattern. They are designed to be used
with sheets and other blankets for warmth.
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Mattress Pad
• is designed to lie atop a mattress. Mattress

pads keep your mattress top comfortable. The
pad typically covers the top surface of your
mattress and lays in between a mattress (or
mattress protector) and bedding. A mattress
pad can often be visually identified by light
padding and a quilted top.
• The primary purpose of a mattress pad is to
enhance comfort.
• Secondary is spill and stains
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Mattress Protector
• they protect your mattress from stains

from fluids and liquids, as well as allergens,
from getting into your mattress.
• It will generally lack any sort of padding or
the quilted appearance of a mattress pad.
• many mattress protectors can also
enhance wellness and quality of sleep by
sealing out allergens (like pollen), dust
mites, and even bed bugs.
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Mattress Pad Mattress Protector Mattress Topper
Identifying Quilted top, light padding No padding, some models Very thick layer of
Features on top, fits tightly over completely encase the mattress padding, often memory
sides of mattress with zipper closing foam, does not drape
over sides of mattress
Primary Use Enhance comfort through Protect mattress from bedwetting, Enhance comfort and
heat and moisture spills, and stains, with some models support through
management, light also protecting against allergens, increased padding
padding mold, dust mites, and bed bugs
Secondary Protects mattress from Enhance comfort through heat and Enhance comfort through
Use (Some spills and stains moisture management heat and moisture
Models) management
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• Jakes
• Lavatory
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• WC
• Water Closet
Other names
• Bog
• John
• Pot
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• Nile Pan
• Squat
Toilet
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Motel
• Hotels those are located primarily on highways. They

provide modest lodgings to highways travelers. Most
motels provide ample parking space and may be located
near a petrol station.
BOWEN MOTEL
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• Partial loss of
electricity
• Brownout
• Blackout
• Total loss of electricity
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Nursing Homes
• A nursing home is a place for people who

don't need to be in a hospital but can't be
cared for at home. Most nursing homes
have nursing aides and skilled nurses on
hand 24 hours a day.
• Nursing homes are not only for the elderly,
but for anyone who requires 24-hour care.
• Nursing homes try to be more like home.
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Upholstery
• Fabric, padding, springs and other

materials used for decorating furniture and
rendering it more comfortable
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Gazebo
• a small decorated
building or temporary
structure, usually in a
garden, with a roof or
tent top and open
sides.
• Gazebos are often put
up in gardens so that
people can sit in them
to enjoy the view.
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Casino
• A casino is a facility for certain types of

gambling. Casinos are often built near or
combined with hotels, resorts, restaurants,
retail shopping, cruise ships, and other
tourist attractions
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Pest Control and Waste
Management Click to add text
144 Pest Control and Waste Management

Pest
• Any living organism which competes with

human, domestic animals or desirable
plants for food or water.
• spread diseases to mankind and harms the
environment.
• Injures humans,Clickdomestic
to add text
animals,
desirable plants, structures, and
possessions
• Annoys humans or domestic animals

Types of Pest
Pest
Arthropod Microbial Vertebrate

Insects Weeds Molluscs
s Organisms s
Cockroach Rats
es Snails
Mites Mice
Termites Unwanted Slugs
Ticks Bacteria Squirrel
plants Ship
Beetles Spiders Raccoon
Worms
fleas Bandicoot

Rodent
• Capybara – The biggest rodent of Earth –

Brazil and around
• 3.5 – 4.4 feet
FAKE

Types of Pest
• Most organisms are not pests

• It should be proven
• You should know the pest before you try to
control it.

Pest Control
• It is keeping down the pest by natural or

man made method to prevent spread of
disease and prevent any damage.

Pest Control
• Why to control pests?

• For clean environment.
• Disease free environment.
• To stop the rapid growth of pests.

Pest Control
• The Objective Of Pest Control

• Prevention – We take preventive measure
for stopping the growth of Pest by making
the surroundings clean , dry or hygienically
clean because pest like example
cockroaches grow in moist and near
garbage.
• Suppression- To reduce the number of
pest to a certain level where the harm they
cause is acceptable or damage is very
minor.
• Eradication – When the population of pest
is out of control and the whole population
of pest is killed. Eradication is done when
above two objectives are not followed or
fulfilled .

Common Pests and Their
control
• Bed Bugs (4 – 5 mm long)
• Bed Bugs Are Tiny Parasitic creature that
feed on the blood of humans and other
animals.
• They cause irritation which cause loss of
sleep and energy.
• They don’t cause any disease.
• They hide at daytime in bed, furniture,
upholstery and feed at night.
• When squeezed they have a coriander
smell.
• Even the cleanest friend might be carrying
insects along. The parasite does not care
whether you are clean or unclean, it needs
to feed on your blood.

control
• Bed Bugs
• Signs of Bed Bugs
• A live bedbug walking around
• Bites and bumps on your skin
• Exoskeleton near cracks and crevices
• Dark rusty-colored spots on carpet, sheets,
mattresses or fabrics
• Noticing musty odors (coriander)
• Blood stains on your clothes

control
• Bed Bugs
• Where you can find them hiding
• Remember: Cleanliness has nothing to do with it

control
• How to prevent them:
• Pull back the sheets, check the seam and
corners of the mattress near the pillows
and the headboard. Look for black spots,
the bugs themselves or yellowish skins that
bed bugs shed.
• Don't spread clothes across the hotel
room..
• Don't place your open suitcase against a
wall. Try to keep it closed and set it on a
hard surface.

control
• How to control them:
• Fumigation
• Professional pest control
• Pour boiling water on the cervices
• Kerosene

control
• Silverfish (1 cm long)
• It looks like fish without fins.
• Nocturnal (night) insect
• Found in moist areas
• Do not carry any dangerous disease (but
allergies)
• Damage property
• Live for 8 years
• They live in dark places
• They tend to avoid extreme weather and gets
into our home as you know we are very
hospitable and the environment is so pleasant
to stay on.

control
• Feeds:
• On sugar and starch (books, photographs,
documents, and wallpaper, soap, hair, dandruff,
dust, glue, clothing, silk, cotton, linen, other
silverfish, coffee, sugar, flour and rolled oats etc)

control
• How to prevent:
• Remove wet leaves and keep wood away.
• Seal any gaps, cracks, and holes.
• Remove damp areas
• Keep all areas clean and dry.
• Keep food sources in tight containers and
remove debris as soon as possible.
• Centipedes, and spiders are natural predators
of silverfish. Letting house spiders remain in
the home can keep the number of silverfish
down naturally.

control
• How to control:
• Spray that have:
• synergized pyrethrin
• bifenthrin
• cyfluthrin
• tetramethrin
• Phenothrin
• Natural method
• cedar shavings
• cedar oil and water
• cinnamon
• Cloves
• Centipedes and Spiders

control
• Cockroaches
• Nocturnal Insects
• Cracks, drains, and dark places
• Carry food poisoning
25 – 50 13 – 16 10 – 15 mm 20 – 24
mm bacteria
mm in their
mm bodies
and feet.
• Responsible for the spread of dysentery and
gastroenteritis.
• Feed on anything and everything.
• They produce egg every monthly intervals.
(each case 30 eggs)
• Most common cockroach are German,
Oriental, American.

control
• Cockroaches
• German:
• Originated from Southeast china.
• They survive only25 around
– 50 humans.
13 – 16
mm
10 – 15 mm 20 – 24
mm mm
• All parts of the world
• Pale brown with two dark longitudinal stripes
behind the head.
• They do not fly even though with wings.
• 30,000 offspring in a year

control
• Cockroaches
• German:
25 – 50 13 – 16 10 – 15 mm 20 – 24
mm mm mm

control
• Cockroaches
• Asian Cockroaches:
• Similar in appearance as German
• They say outdoor25 – 50 13 – 16
mm
10 – 15 mm 20 – 24
mm mm
• Occasionally they make their way into homes.
• They can fly.

control
• Cockroaches
• Asian Cockroaches:
• Similar in appearance as German
• They say outdoor25 – 50 13 – 16
mm
10 – 15 mm 20 – 24
mm mm
• Occasionally they make their way into homes.
• They can fly.

control
• Cockroaches
• American Cockroach:
• They live outdoor
• They are big 25 – 50 13 – 16
mm
10 – 15 mm 20 – 24
mm mm
• Native to Africa
• They are red-brown colour and oval shaped.
• They fly but short distance
• Damp and warm sewers
• Nocturnal.

control
• Cockroaches
• Oriental Cockroach:
• Also known as water bug
• Dark, damp, moisture
25 – 50 and 13
where
mm
– 16 humans
10 – 15 mmare20not
– 24
mm mm
found.
• Native of Africa
• Shiny black or shiny red-brown colour.
• They do have wings but don’t fly
• Prefers Outdoor – under debris, stones, leaves
• Incase it gets in – basements, around toilets,
bathtubs sinks ad piping.

control
• Cockroaches
• How to Prevent them
• Deep Cleaning to Eliminate Food Sources
• Keep food in Sealed
25 – 50containers
13 – 16
mm
10 – 15 mm 20 – 24
mm mm
• Clean pantry
• Clean kitchen every night
• Keep your floors clean

control
• Cockroaches
• How to Control:
• Cockroach Gel Baits
• Insecticide Dusts25 – 50 13 – 16
mm
10 – 15 mm 20 – 24
mm mm
• Insecticidal Spray.
• Follow the labels carefully and adhere safety

instructions when applying these products.

control
• House Fly (4 – 7.5mm long)
• Colour gray
• Hosueflies are covered with small hairs that
serves as a taste organs
• Most common pest
• They breed and feed on any thing and
everything
• Poor sanitation can lead to infestations
• Carry variety of diseases (dangerous ones too)
(food poisoning, dysentery, tuberculosis,
typhoid, cholera)
• They can live anywhere
• One month – life span
• Five to six batches of 75 – 100 eggs.

control
• House Fly (4 – 7.5mm long)
• Prevention:
• They are attracted to air currents and ordour.
• Close food
• Remove spoilt food
• Clean garbage area regularly
• Fine mesh screens can be applied to doors and
windows
• CONTROL:
• Insecticide
• Pyrethrin
• Fly Baits
• Fly Light traps
• Fly glue traps

control
• Mosquitoes: (3 – 9 mm long)
• 400 millions years ago
• Female feed on blood to help generate their
eggs
• They also feed on nectar from flowers.
• Attracted to dark colour
• Stagnant water
• Larvae eat tiny aquatic organisms
• Active from dusk until dawn
• Dark shady areas – they can be active
• Buzzing sound
• Mild irritation to intense inflammation and
swelling – bite
• Several diseases

control
• Prevention:
• Locate where they come from
• Keep them out of the house
• Eliminate hiding spots (Remove vegetation around
the house)
• Remove water sources

control
• Control:
• Professional Pest Control
• Insect Repellent
• Aerosol sprays
• Foggers
• Neem oil
• Nepeta cataria oil (catnip)
• Oil of cedar wood
• Phenylethyl propionate
• Fipronil
• And many more……

control
• Ants (2.03 – 25 mm)
• Generally attack in large number – colonies
• Harmless but nuisance
• sweet substances.
• 110 – 130 million years ago
• Lives to 7 years – Worker
• Lives to 15 years – Queen
• Food poisoning
• Bites
• Poor sanitation - infestations

control
• Ants (2.03 – 25 mm)
• To minimize the damage caused by ants the
vulnerable areas must be emptied of food,
and borax (repel ants) should be applied on
the shelves.
• For destroying the nest of ants 2
tablespoonful's of carbon bisulphide must
be applied at entrance but carbon
bisulphide is highly inflammable so extra
care should be taken while applying it.

control
• Moths:
• Moths comprise a group of insects related to
butterflies.
• Approximately 160,000 species of moth.
• Moths attacks cloths, carpets and some also
attack packed food .
• For controlling moth area should be vacuum
cleaned and cloth friendly insecticide should
be used.
• Moths attacking food stuff are flour moth
example are Mediterranean and Indian meal
moth these moth feed on grains, dried fruit,
nuts etc.
• Store food in a good sanitation area, the area
where food is prepared, eaten or stored
should be cleaned regularly .
• Use of insecticides should be strictly avoided
in food preparation and storage areas.

control
• Lice: (2 – 4.2 mm long)
• Whitish to gray in colour
• Head lice transfer from head in schools and
colleges.
• They infestate clean or unclean hair.
• Body lice – from beds, linen, clothing, towel and
body contact
• Transient person and who do not have regular
bathing and changes of clean clothes
• Cause sore and bacterial infection on skin
• Psychological problem like bed bugs
• Head lice - Remove with nit comb.
• Body lice – Body washing
• All clothes and linen should be washed in hot
cycles (140 deg)
• Hair brush and stuffed animals – freeze (5 deg
colder – 10 hours)
• Coconut & Olive Oil Shampoo
• Every day cleaning

control
• Pubic lice (Crab lice)
• They are difficulty to see
• Rounded body with crab like legs
• Pubic hari, armpits, mustache, even eye lids
• Spread through sexual intimacy
• Sometimes, sharing personal hygiene items – hair
brush, towels, clothing's.
• Itching and irritation in genital areas
• Bluish spot
• Dark spots on skin or underwear
• Oval, white eggs on the hair
• Dry clean or machine wash – hot water
• Store all linen closed plastic – one week
• Vacuum everything

control
• Benzyl Alcohol
• Lindane
• Malathion
• Permethrin
• Spinosad

control
• Rodents:
• Nuisance
• Property damage
• Transmit disease (Plague, Q fever, Rickettsia
Pox, Lassa fever, etc)
• Find dropping in kitchen shelves, cupboards
etc
• 84 species of rodents – only 18 are harmful to
mankind.
• Destroys crops
• Nocturnal animals
• You find them through out the year
• For further read and interest
• https://link.springer.com/chapter/10.1007/978-
981-15-8075-8_11

control
• Rodents:
• Damages caused by Rodents:
• They pick the sown seeds before germination
• Feed on the plants by cutting the young seedlings,
leaves, stems
• Hoard the food material in their burrows
• The extensive burrowing leading to soil erosion,
damage to water channels, dams etc.
• They consume, spoil and contaminate the
harvested crops
• Cause structural damage
• Why they cause damage:
• Due to the ever growing incisor teeth
• Fast breeders
• Feeding potential very high
• Can survive in all situations (Very cold or Very hot)
• Waste food grains 10 times more than they eat.
• Very secretive and mobile

control
• Rodents:
• Control measures
• Keep the area absolutely clean
• Keep the place free from rubbish – so that they
don’t hide or build nest
• Remove weeds if any
• Keep the areas free from any stagnant water
• Keep all large openings or small openings
completely sealed
• Edges of all doors windows and other inlets and
outlets – covered with metal sheets
• Have door closer
• Have rodent traps set
• Fumigation in burrows
• Have Baits – last resources since it can kill pets also
. (Rodenticides)
• Biological control - Have cats, kites, owls, snakes,
mongooses etc

control
• Termites
• Termites belongs to family of ants .
• They are also called as white ants because of
their colour.
• They attack wood products.
• You can find it in spring when they come out
with wings.
• They damage infrastructures
• Silent Destroyers

control
• Termites
• Prevention
• During construction, use concrete foundation
• Cover exposed wood surfaces with a sealant or
metal barrier
• Keep the soil around the home dry ( Proper
drainage – gutters and downspouts)
• Fill cracks with cement, grout or caulk.
• Fix leaks immediately
• Keep vents free from blockage
• No trees and shrubs close to the structure
especially near wood surface.
• Do not pile or store firewood or wood debris next
to the structure.
• Treat wood with insecticide should be used and
infested furniture should be treated with
orthodichlorobenzene and oil should be applied to
cover the open pores in furniture.

control
• Termites • Permethrin.
• Diflubenzuron
• Chemicals:
• Hexaflumuron
• Few ingredients
found in • Hydramethylnon
conventional • Lufenuron
termiticides: • Noviflumuron
• Acetamiprid • Borates –
• Bifenthrin Commonly used as
• Chlorantraniliprole spray on
application during
• Chlorfenapyr new home
• Cyfluthrin construction to
• Cypermethrin protect wood.
• Esfenvalerate
• Fipronil.
• Imidacloprid.

control
• Beetles (2 – 5 mm long)
• Commonly found beetles biscuit beetle, carpet
beetle, and wood boring beetles.
• Biscuit beetles attack cereal products and
make food poisonous. Biscuit beetles can be
controlled by increasing the temperature of
surface because the favourable temperature
for this beetles is 19-24 degree C.

control
• Carpet beetles targets animal wool, leather,
and cause irregular holes For controlling carpet
beetles vacuum cleaning of fluff and dust is
essential and in case of infestation insecticide
powder is sprayed on affected area.

control
• Furniture Beetles/Wood boring beetle
make their home in cervices and cracks of
furniture made of unpolished wood.
Furniture should be treated with
commercial anti-woodworm preservative,
polish or lacquer. To kill woodworm hidden
in wood cervices the holes and cracks
should be sprayed with proprietary wood
worm killer.

control
• Lizards
• Non-venomous
• Not harmful to humans
• Creepy and disturbs ones mind
• They live in dark places, behind cupboards,
furnitures, tube lights etc
• Keep your room clean – insects will not come –

lizard too will not come
• Have nets (windows) and rubber strips (doors)
• Keep driving them away – it will stay out

Common pests in the hotel
industry
• Cockroaches
• Flies
• Stored product insects
• Rodents
• Bed bugs

Common pests in the hotel
industry
• Pest infestations impart costs to businesses from:
• treatment to eradicate pests;
• replacement of contaminated stock or defaced items;
• loss of reputation;
• loss of business; and
• potential legal action from the public and regulatory
authorities.

control
• Avoiding the harmful effects of Pest Control
• It effects other things too – Human, animals,
plants, air, water, man-mad structures, natural
structures, objects, and surfaces.
• Need to check all and then do the pest control.
• Check the label
• Read and follow the precautions and instructions
• Never exceed the manufacturers recommended
concentration and dose rate.
• Store away from children, pets, food, etc.
• Always Use rubber or disposable gloves
• Use face mask
• Wash your hands
• Never dispose of unused chemical's or their waste
down sinks.

Waste Management
• Waste management is the collection,

transportation, processing, recycling or
disposal of waste martial in a way least
harmful to the environment.
• Protocol to manage waste is as follows:
• Identify and describe the nature and quantity of
waste through a waste audit.
• Modify operational and administrative activity to
eliminate, substitute, minimize, or recycle waste.
• Decide on a disposal route.
• Store the waste safely
• Transfer to the appropriate channel or dispose of
via the chosen route.
• Periodically check that waste controls are effective
and comply with current laws.

Waste Management
• Segregation of Waste:
• Hotels should find out which material can be collected
by local waste disposal operators and contractors.
• Segregation can be done in two ways
• Source segregation – Hotel employees are encouraged to
segregate waste.
• Contract Separation – the waste is transported to a facility
and there mechanically or manually it is sorted out.

Waste Management
• Collection, Segregation, and disposal of Waste:

• Waste collection:
• Collected from various areas of the hotel and then
segregated so as to avoid harming environment.
• Guestroom – Housekeeping staff – floor pantry.
• Public areas – Housekeeping staff
• Kitchen and back areas – Stewarding Organic waste – Green
Glass – Yellow
• Service areas – Housekeeping staff andPaper
Service
– White
staffs Metal – Grey
Plastic – Blue
From all collected waste it goes to the central garbage
Hazardous waste – Red
areas
Wet Garbage room – An air conditioned room near the
staff entrance
Dry Garbage room – Near the staff entrance
Newspaper room – Near receiving Area
Bottle/can room – Near receiving area

Waste Management
• Collection, Segregation, and disposal of Waste:

• Waste Disposal:
• Newspaper and bottles – contractor arranged by
the purchase dept for recycling purpose
• Waste food – Piggery
• Dry garbage – collected by contractors
• Waste cooking oil – separate contractors
• Batteries, e-waste, and hazardous waste-
Specialized contractor
• Cement, steel, stones, bricks and soil – given to
projects outside.
• And most of the time the municipal
corporations do all these jobs.

Waste Management
♻ Recycling: CONT…………..:
Steel cans or tins – refrigerator and automobile
parts.
Glass – crushed and then done as containers
fiberglass, glass beads etc.
Aluminum – melted and made new products
Water – treated – grey water used for
gardening, flushing etc.

Waste Management
♻ Recycling: It is the utilization of waste material by

changing its form through a definite process. Material
which are recycled in hotels are:
Paper
Food and Organic Materials – composted
Plastic – drain pipes, plastic bags, non-food containers,
lids, flower boxes, etc

Safety and Security
Associate Professor, Housekeeping
202 Safety and Security

Working safely
• Preventing injuries is the key objective of a
safe workplace.
• Prevention is better than cure.
• Identifying risks is a key element of
preventing possible dangers and allows for
proper planning for training and developing
SOPs (Standard Operating Procedures.

Slips, Trips and Falls
• Need to check which contributes to these:

• Personal issues – staff not following SOPs,
Ignoring basic processes and not paying
attention.


• Fooling around at work place due to peer
pressure or ignorance.


• Neglecting safety precautions during work –
Ignoring PPE (Personal and Protective
clothing), Ignoring Machinery SOPs, Incorrect
work practices.


• Drugs and alcohol


• Wet, oily or greasy floors


• Transition from one floor type to another.


• Excessive speed


• Design Issues – Uneven walking surfaces,
Loose flooring, carpeting and mats, missing or
uneven floors, sloped walking surfaces, poor
lighting, Poor signage, Steep stairs, etc.
• Distractions from the job – loud music, fooling
around etc.

• Prevention:
• Design and implement SOPs – How to deal with
spills and corrects signage.
• Train staff in correct skills
• Enforce strict rules in regards-to SOPs and
Signage
• Enforce strict procedures and compliance with
PPE
• Enforce rules governing the use of drugs and
alcohol
• Have a process to check staff mental and
physical well-being.
• Avoid creating obstacles in Aisles and
walkways.
• Create and maintain proper lighting
• Create Good individual safety behavior.


Employee theft
• The employees find that most items used

in a hotel are useful in the home as well,
whether it is a towel, table napkin or a
soap. A hotel reduces pilferage by
adopting the following theft prevention:
1. Institute, and ensure professional hiring

practices.
Employee theft
• Establish positive identification techniques

for employees.
• Supervisors should closely monitor
behavior and adhere to company policies
and procedures during employee training
and probationary periods.
• Closely administer a program of key
control
• Red tag program
• Have a regular locker inspections.
• Inventory control programs should be
established
• Keep records of missing items of guests
Employee theft
Employee parking should not be adjacent to

the building.
Enlist employees as part of the security
team.
Set the example

Manual Handling
• manual handling is activities like lifting,

lowering, pushing, pulling and carrying.
• Manual handling injuries make up
approximately 10% of total injuries
occurring in Department workplaces

Manual Handling
• Few injuries due to wrong way of handling:

• Lifting of the load which is too heavy – Back
injury or pain
• Poor posture/Poor lifting techniques during
lifting – back injury
• Dropping the load – foot injury.
• Lifting hot loads – Hand injuries

Manual Handling
• Common injuries:
• Back injuries - where these pain can move
down the leg.
• Trapped Nerve (Pinched nerve)
• Hernia
• Cuts, Bruising and Scrapes
• Fractures – due to dropping of load.

Manual Handling
• Symptoms:
• Back or neck pain
• Pain in wrist shoulders or arms
• Stabbing pains in arms or legs
• Painful joints
• Pain, tingling or numbness in hands or feet
• Burning sensations
• Stiffness
• Swelling
• If you start to experience any of these
symptoms don’t ignore them!

Manual Handling
• Prevention Measures:
• Correct process of lifting,

Manual Handling
• Prevention Measures:
• Sharing the load
• Use trolley to shift heavy loads
• Enforce rules in regards to PPE
• Improve signage
• Train staff to lift things
• Used closed container while transferring stock
pot or coffee urn etc.
• Clear away obstacles
• Communicate when lifting
• Size up the load – test the weight you are about
to lift

Manual Handling
• Prevention Measures Cont…:

• Do not lift objects alone or if objects are too
bulky/slippery
• Do not twist when you are carrying heavy
loads
• Do not fool around while carrying heavy loads
• Use a step stool or ladder when reaching
above you
• Always use two hands to lift things
• REMEMBER T.I.L.E.
• Task – how often, how much twisting or bending is
needed?
• Individual – Capability, male or female, old or
young, experienced or inexperienced
• Load – how heavy? Good grip? Bulky? Heavier at
one end?
• Environment – Hot, Cold, Uneven floor, Windy,
Stairs?

Manual Handling

Dangers Posed by
Equipment and Stocked
Items
• Incorrect Storage
• Heavy items is stored on top shelf
• Liquid items stored above eye level
• Equipment may be hot
• Equipment's can have parts that ejects –
draws, doors, liquid spill over the top
• Equipment cords can get entangled
• Faulty equipment
• Inappropriate uses of equipment

Safe workplace
• Common designing issues:

• Badly designed layout – cramped space.
• Structural issues - Slippery floors, too many
steep stairs, doors without a peep hole, lack of
windows etc
• Lack of or excessive heating, air conditioning
insufficient or too cold, lack of lighting.
• Lack of maintenance of building and
equipment
• Housekeeping needs to be trained well

Safe workplace
• Features in the Kitchen

• It is the most dangerous work area.
• Learn the correct procedure
• Wear the correct protective clothing.
• Use the correct posture – prevent back
problems later in life
• Know your chemicals
• Protect your eyes, nose and mouth
• Chef uniform is worn for personal protection
• The sleeves in case of splashes from hot stocks or
sauces
• The buttons to allow the jacket t be quickly
removed
• The apron protects your legs and keeps your
uniform clean
• Non-slip shoes and sturdy enough to prevent a
dropped knife.

Safe workplace
• Report any incidents

• Incidents if not reported can result to
hazardous situations.
• Incidents needs to be investigated how it
happened
• Follow up and review is part of the process.
• Reporting will avoid future incidents.
• Incase of emergency
• Move the causality to safe spot unless injury
would not get worse
• Get assistance from experienced staff
• Contact emergency services
• Seek medical help

Employee Death
• Call an ambulance
• Call the local police
• Seal the area
• Report the death to Personnel, insurance
agencies.
• Inform the next of kin.
In sickness
• Call for help immediately

• If required take him/her to the hospital.
Fire and Explosions
• Can be caused by:

• Electrical faults
• Gas leak
• Smoking at the premises
• Equipment's and tools

• Life Safety
• The primary goal of fire safety efforts is to protect
building occupants from injury and to prevent loss of
life.
• The secondary goal of fire safety is to prevent property
damage. ction of Operations
• By preventing fires and limiting damage we can assure
that work operations will continue.
The Fire Triangle
Fire Safety, at its most basic, is based upon the principle of keeping fuel
sources and ignition sources separate.
If all three are not present in
sufficient quantities a fire will not
ignite or a fire will not be able to
sustain combustion
The Fire Triangle
• Three things must be present at the same time to produce fire:
1. Enough OXYGEN to sustain combustion
2. Enough HEAT to reach ignition temperature
3. Some FUEL or combustible material
Together, they produce the CHEMICAL REACTION that is fire
Take away any of these things and the fire will be extinguished
Classifications of Fire
• Fires are classified according to the type of

fuel that is burning.
• If you use the wrong type of fire
extinguisher on the wrong class of fire, you
might make matters worse.
• Its very important to understand the four
different fire Classifications

• Class A or Ordinary Combustibles
• This includes fuels such as wood, paper,

plastic, rubber, and cloth.
Green
Triangle

• Class B or Flammable and Combustible

Liquids and Gases
• This includes all hydrocarbon and alcohol

based liquids and gases that will support
combustion.
Red
Square

• Class C or Electrical
• This includes all fires involving energized electrical
equipment.
Blue
Circle

• Class D or Combustible Metals

• Examples of these types of metals are: zirconium,
titanium, potassium, and magnesium.
D
Yello
w
Star

• Class A: Wood, paper, cloth, trash, plastics—solids that are

not metals.
• Class B: Flammable liquids—gasoline, oil, grease, acetone.
Includes flammable gases.
• Class C: Electrical—energized electrical equipment. As
long as it’s “plugged in.”
• Class D: Metals—potassium, sodium, aluminum,
magnesium. Requires Metal-X, foam, and other special
extinguishing agents.

Extinguishers
Fire Extinguishers
• Most fire extinguishers will have a pictograph label telling

you which types of fire the extinguisher is designed to
fight.
• For example, a simple water extinguisher might have a
label like this…
• …which means it should only be used on Class A fires.

Fire Extinguishers
• Different types of fire extinguishers are designed to fight

different classes of fire.
• The 3 most common types of fire extinguishers are:
• Water (APW - Air-Pressurized Water)
• Carbon Dioxide (CO2)
• Dry Chemical (ABC, BC, DC)

Fire Extinguishers
• 1. Water (APW) Fire Extinguishers

• Large silver fire extinguishers that stand about 2 feet tall and
weigh about 11 kgs when full.
• APW stands for “Air-Pressurized Water.”
• Filled with ordinary tap water and pressurized air, they are
essentially large squirt guns.

Fire Extinguishers

• APW’s extinguish fire by taking away the “heat” element of
the Fire Triangle.

Fire Extinguishers

• APW’s are designed for Class A fires only:
Wood, paper, cloth.
Using water on a flammable liquid fire could cause the fire to spread.
Using water on an electrical fire increases the risk of electrocution. If you
have no choice but to use an APW on an electrical fire, make sure the
electrical equipment is un-plugged or de-energized.

Fire Extinguishers

• APWs will be found in older buildings, particularly in public
hallways, as well as in Residence Halls
They will also be found in computer laboratories. It is important
to remember, however, that computer equipment must be
disconnected from its electrical source before using a water
extinguisher on it.

Fire Extinguishers
• 2. Carbon Dioxide Fire Extinguishers

The pressure in a CO2 extinguisher is so great, bits of dry ice may
shoot out of the horn!
CO2 cylinders are red. They range in size from 2 kg to 45 kgs or
larger. On larger sizes, the horn will be at the end of a long,
flexible hose

Fire Extinguishers

• CO2’s are designed for Class B and C (Flammable Liquids and
Electrical Sources) fires only!
• CO2s will frequently be found in laboratories, mechanical
rooms, kitchens, and flammable liquid storage areas.

Fire Extinguishers

• Carbon dioxide is a non-flammable gas that takes away the
oxygen element of the fire triangle. Without oxygen, there is
no fire.
• CO2 is very cold as it comes out of the extinguisher, so it cools
the fuel as well.

Fire Extinguishers

• Class A materials may also smolder and re-ignite.

Fire Extinguishers
• 3. Dry Chemical (ABC) Fire Extinguishers

• Dry chemical extinguishers put out fire by coating the fuel
with a thin layer of dust. This separates the fuel from the
oxygen in the air.
• The powder also works to interrupt the chemical reaction of
fire. These extinguishers are very effective at putting out fire.

Fire Extinguishers

• ABC extinguishers are red. They range in size from 2 kg to 40
kgs.
• Dry chemical extinguishers come in a variety of types…
• You may see them labeled:
• DC (for “Dry Chemical”)
• ABC (can be used on Class A, B, or C fires)
• BC (designed for use on Class B and C fires)

Fire Extinguishers

• It is extremely important to identify which types of dry
chemical extinguishers are located in your area!
• An “ABC” extinguisher will have a label like this, indicating it
may be used on Class A, B and C fires.
• You don’t want to mistakenly use a “BC” extinguisher on a
Class A fire thinking that it was an “ABC” extinguisher.

Fire Extinguishers

• Dry chemical extinguishers with powder designed for Class B
and C fires (“BC” extinguishers) may be located in places such
as commercial kitchens and areas with flammable liquids.
• You will find ABC’s in corridors of the hotel, in laboratories,
gym or games rooms, offices, chemical storage areas,
maintenance rooms, etc.

How to Use a Fire
Extinguisher
It’s easy to remember how to use a
fire extinguisher if you remember the
acronym PASS:
Pull
Aim
Squeeze
Sweep
How to Use a Fire
Extinguisher
Pull the pin…
This will allow you to discharge the

extinguisher
How to Use a Fire
Extinguisher
Aim at the base of the fire…
Hit the fuel.
If you aim at the flames...
… the extinguishing agent will fly right

through and do no good.
How to Use a Fire
Extinguisher
Squeeze the top handle…
This depresses a button that releases

the pressurized extinguishing agent.
How to Use a Fire
Extinguisher
Sweep from side to side…
until the fire is completely out.
Start using the extinguisher from a

safe distance away, then slowly move
forward.
Once the fire is out, keep an eye on

the area in case it re-ignites.
Rules for Fighting Fires
Fires can be very dangerous and you

should always be certain that you will
not endanger yourself or others when
attempting to put out a fire.
For this reason, when a fire is

discovered…
Assist any person in immediate danger

to safety, if it can be accomplished
without risk to yourself.
Call EMERGENCY or activate the

building fire alarm. The fire alarm will
notify the fire department and other
building occupants and shut off the air
handling system to prevent the spread
of smoke.
If the fire is small (and Only after having

done these 2 things), you may attempt
to use an extinguisher to put it out.
However . . . .
. . . before deciding to fight the fire,

keep these things in mind:
Know what is burning. If you don’t

know what’s burning, you won’t know
what kind of extinguisher to use.
Even if you have an ABC fire

extinguisher, there may be something
in the fire that is going to explode or
produce toxic fumes.
Is the fire spreading rapidly beyond

the point where it started? The time
to use an extinguisher is at the
beginning stages of the fire.
If the fire is already spreading quickly,

it is best to simply evacuate the
building.
Chances are you will know what’s

burning, or at least have a pretty good
idea, but if you don’t, let the fire
department handle it.
As you evacuate a building, close

doors and windows behind you as you
leave. This will help to slow the
spread of smoke and fire.
Do not fight the fire if:

You don’t have adequate or
appropriate equipment. If you don’t
have the correct type or large enough
extinguisher, it is best not to try
fighting the fire.
You might inhale toxic smoke. When

synthetic materials such as the nylon
in carpeting or foam padding in a sofa
burn, they can produce hydrogen
cyanide, acrolein, and ammonia in
addition to carbon monoxide. These
gases can be fatal in very small
amounts.
Do not fight the fire if:

Your instincts tell you not to. If you
are uncomfortable with the situation
for any reason, just let the fire
department do their job.
The final rule is to always position
yourself with an exit or means of
escape at your back before you
attempt to use an extinguisher to put
out a fire.
In case the extinguisher malfunctions,
or something unexpected happens,
you need to be able to get out quickly.
You don’t want to become trapped.
FIRE HYDRANT PUMPS
JOCKEY, DIESEL & ELECTRICAL
DRIVEN PUMPS
Fire hose reels
• Fire hose reels are located to provide a

reasonably accessible and controlled
supply of water to combat a potential fire
risk. They are ideal for large high risk
environments such as schools, hotels,
factories etc.
• It comes in various sizes and lengths
• Annual servicing ensures hose reel work
first time, every time and prevents
potentially damaging leaks.
• Hose Reel Use
Hose Reels can be used for woods, textiles,
furniture, plastics etc. They must not be
used on electrical fires and/or flammable
liquids.
Fire hose reels

Fire Reel hose Cabinet
• The Fire Reel hose Cabinet is a steel box

placed in public areas and buildings, used
to store the required fire equipment. It is
designed to protect the fire hose rack
assembly, fire extinguisher, and fire hose
reel against theft and rubbish. With high-
quality steel, easy installation, and small
occupation, the fire hose cabinet is a must
in any building or corporation.
UPRIGHT TYPE 79 DEG PENDANT TYPE 141 DEG
C C
QR UPRIGHT TYPE 68
DEG C
SR PENDAND TYPE 68 DEG

C UPRIGHT TYPE 182 DEG
C
SIDEWALLTYPE 68 DEG PENDANT TYPE 93 DEG
C C
SPRINKLERS DETECTS & SUPRESS THE FIRE

AUTOMATICALLY
Sprinkler
Most systems are designed to eject water only where a

particular sprinkler head heats to fire-level
temperature.

Sprinkler
Remember:
• Pulling or breaking a fire alarm does not
activate the sprinkler
• All sprinkler DO NOT activate
simultaneously
• Hand held lighter will not activate sprinkler,
It needs more heat.
• Smoke alone CANNOT activate the fire
sprinklers
• There is no switch that can be access a
Sprinkler

FIRE ALARM ACTIVATING DEVICES OF
CONVENTIONAL FIRE PANEL
FIRE ALARM ACTIVATING DEVICES OF
CONVENTIONAL FIRE PANEL
• Reasons to install an alarm system

• Saving lives
• Reducing property losses: The sooner you discover a breaking
fire, the less damage will occur to the building. When a fire
starts, the response will be able to contact the fire department
immediately, minimizing the possible losses.
• Shortening the recovery time: The early fire discovery
minimizes the property damages, which shortens the recovery
time. So, you can re-open your business in a much shorter
time.
Manual Call Point
• Manual Call Point = MCP is a plastic square

box that exists in every building. It is an
activation device that can trigger a fire
alarm system manually, sending sirens as
an alert of fire presence. The MCP must be
clearly visible in the building at a reachable
height level. There must be a manual call
point every 30 meters to reach easily in the
time of an emergency. Once it is activated,
the sirens break out, giving people the
chance to leave the building until the
firefighters arrive.
Conventional Heat Detector
• A conventional Heat Detector is a powerful

fire protection device that operates quickly
when sensing a rapid temperature
increase. In case of an emergency, the heat
detector sends a signal to the Control
Panel, allowing a safe evacuation until the
fire department operates. It detects
currents of heated air, combustion
products, and radiation effect.
Conventional Smoke Detector
• Smoke Detector is the fastest and most

reliable way to detect fires, sensing the
smoke and operating immediately. It
detects smoke presence within the first
minutes, which helps in controlling fire
before it drastically spreads. Another
advantage; it detects low-energy fires that
emit a small amount of heat more than any
other fire detectors.
Horn and Strobe
• The Horn and Strobe device is a sound &

light device that indicates fire presence
through both sirens and beaming lights.
This device is designed to be a part of
reliable emergency evacuation and fire
alerting systems in hotels, hospitals, and
public facilities. The Horn sends a high-
pitched sound for a quick evacuation while
the Strobe flashes lights for those with
hearing impairment. The beaming lights
can also act as guidance for the residents
through the smoke during a safe
evacuation.
Beam Detector
• A Beam Detector is a device that operates

by detecting smoke using a projected light
beam. The optical beam detector doesn’t
work until the smoke reaches the device
mounted to the ceiling. The detector is
attached to an alarm system. Once the
device senses an interruption in the light
beams, the alarm goes off. The beam
detector is installed in places with high
ceilings such as movie theaters, basketball
courts, and more.
What’s A Fire Door?
• Fire doors are designed to withstand fire, heat and

smoke for a period of 20-minutes to 3 hours.
• Did you know that corridor office doors are fire
doors and should have a 20 minute rating?
• Corridor laboratory doors should have a 60
minute rating.
• Fire Doors are required to:
• Be Self Closing: fire doors should have a door
closure that pulls doors completely shut after the
door has been opened
• Have Positive latching: a positive latch locks a door
in place so can open swing open freely.
FIRST AID
Aims of FIRST AID
The 3 main aims of first aid, commonly

referred to as the “3 Ps” are:
• Preserve life
• Prevent further injury
• Promote recovery
• In addition, some trainers may also
advocate a 4th ‘P’ - Protect yourself,
although this is not technically an ‘aim’ of
providing first aid, and some people would
consider that it is adequately covered by
‘Prevent further injury’ as this is to the
casualty, yourself or others
HEART ATTACK
• A heart attack is a medical emergency.

Causes
• A heart attack occurs when the blood flow
that carries oxygen to the heart is blocked.
The heart muscle becomes starved for
oxygen and begins to die.
Symptoms
• Heart attacks can cause a wide range of
symptoms, from mild to intense. Women,
the elderly, and persons with diabetes are
more likely to have subtle or atypical
symptoms.
HEART ATTACK
Symptoms in adults may include:

• Chest pain
• Usually in the center of chest
• Lasts for a more than a few minutes or comes and goes
• May feel like pressure, squeezing, fullness
• Pain may be felt in other areas of the upper body, such as the
jaw, shoulder, one or both arms, back, and stomach area
HEART ATTACK
• Shortness of breath
• Cold sweat
• Nausea
• Lightheadedness
• Women are more likely than men to have
symptoms of nausea, vomiting, back or
jaw pain, and shortness of breath with
chest pain.
• Babies and children may appear limp and
unresponsive and may have bluish-colored
skin.
HEART ATTACK
• First Aid
• Have the person sit down, rest, and try to
keep calm.
• Loosen any tight clothing.
• Ask if the person takes any chest pain
medication for a known heart condition.
• Help the person take the medication
(usually nitroglycerin, which is placed
under the tongue).
• Ask the person to cough for a few times.
HEART ATTACK
• First Aid
• If the pain does not go away promptly
with rest or within 3 minutes of taking
nitroglycerin, call for emergency medical
help.
• If the person is unconscious and
unresponsive, your local emergency
number, then begin CPR (cardiopulmonary
resuscitation).
• If an infant or child is unconscious and
unresponsive, perform 1 minute of CPR,
then call emergency.
HEART ATTACK
• First Aid
DO NOT
• DO NOT leave the person alone except to call for help, if
necessary.
• DO NOT allow the person to deny the symptoms and convince
you not to call for emergency help.
• DO NOT wait to see if the symptoms go away.
• DO NOT give the person anything by mouth unless a heart
medication (such as nitroglycerin) has been prescribed.
HEART ATTACK
• Prevention
• If you smoke, Quit.
• Keep blood pressure, cholesterol, and diabetes in good control
and follow with your doctor's orders.
• Lose weight if obese or overweight. Get regular exercise to
improve heart health. (Talk to your doctor before starting any
new fitness program.)
• Limit the amount of alcohol you drink.
Smashed; Crushed digits
Considerations
• If an injury to a finger occurs at the tip and does not involve a joint, the help of a doctor may
not be needed. Even if the bone is broken, a splint may not necessarily be recommended by the
doctor.
Causes
• Finger(s) can be smashed by a hammer blow, a car door, a desk drawer, or some other force.
Symptoms
• Finger pain
• Swelling
• Loss of fingernail
• Discoloration or bruising of the finger or fingernail
• First Aid
• Apply an ice pack to decrease the swelling.
• Over-the-counter pain medications may help relieve discomfort.
• If still does not subside, VISIT A DOCTOR
Seizures
• Stay calm. You’re probably more scared than the person having the seizure;
they’re unconscious (for shaking seizures, know as generalized tonic-clonic
seizures, as well as many others).
• Prevent injury. Make sure the person isn’t going to hit a piece of furniture with
their body, knock over a glass and get cut, or grab a cord and pull an object
onto themselves, etc.
• Pay attention to the length of the seizure.
• Make the person as comfortable as possible.
• Keep onlookers away.
Seizures
• Do not hold the person down. You don’t need to restrain them.
• Do not put anything in the person’s mouth. There’s a big misconception that
you should stick a spoon or something into a person’s mouth. They’re not going
to swallow their tongue, but they may bite it.
• Do not give the person water, pills, or food until fully alert.
• If the seizure continues for longer than five minutes, call Ambulance
• Be sensitive and supportive, and ask others to do the same.
• The person may soil themselves with urine or stool, this is normal.
• The person may bite their tongue or cheek, so they may have a little bloody
saliva coming out of their mouths. This can look very scary, but is probably
normal.
Seizures
Seizures
• After the seizure, the person should be placed on his/her left side, in the
recovery position. There’s a small risk of post-seizure vomiting, before the
person is fully alert. The left side is better than the right because the left side
has a sharper angle of the lungs, so there’s probably a slightly smaller risk of
vomit going into the lungs. Therefore, the person’s head should be turned so
that any vomit will drain out of the mouth without being inhaled. After the
seizure, the person enters the postictal state, which is just medical lingo for
post-seizure. People can be very sleepy or confused at this time, so stay with
the person until he/she recovers (5 to 20 minutes)
FAINTING
Fainting is caused by a temporary loss of the brain’s blood supply.

Causes:
Fainting has many different causes
• Environmental factors - Most commonly in a hot, crowded setting
• Emotional factors - Stress or the sight or threat of injury
• Physical factors - Standing too long with locked knees
• Illness - Fatigue, hypoglycemia (low blood sugar), dehydration, or other current illness
Fainting Symptoms
• Before fainting, you may feel light-headed and shaky and experience blurred vision.
• You may "see spots in front of your eyes."
• During this time, observers note paleness, dilated pupils, and sweating.
• While unconscious, you may have low pulse rate (less than 60 beats/minute).
FAINTING
First Aid
• If possible, help the person who has fainted to the ground to minimize
injury.
• Stimulate the person vigorously (yelling, briskly tapping). Call emergency
immediately if the person does not respond.
• Check for the pulse in the neck and begin CPR, if needed.
• After the person recovers, encourage him or her to lie down until medical
help arrives. Even if you believe the cause of the fainting is harmless,
have the person lie down for 15-20 minutes before attempting to get up
again.
• Ask about any persistent symptoms, such as headache, back pain, chest
pain, shortness of breath, abdominal pain, weakness, or loss of function,
because these may indicate a life-threatening cause of the fainting
Burns
• Chemical burns can occur in the home, or at work, and as a result of accident
or assault. Although few people die after contact with chemicals.
• Many chemical burns occur accidentally through misuse of products. Risk of
sustaining a chemical burn is much greater in Housekeeping and Engineering
dept that use chemicals for cleaning.
• Bleach
• Concrete mix
• Drain or toilet bowl cleaners
• Metal cleaners
• Pool chlorinators
Burns
First Aid
• Remove yourself or the victim from the accident area.
• Remove any contaminated clothing.
• Wash the injured area to dilute or remove the substance, using large volumes
of water. Wash for at least 20 minutes, taking care not to allow runoff to
contact unaffected parts of your body. Gently brush away any solid materials,
again avoiding unaffected body surfaces.
• Especially wash away any chemical in your eye. Sometimes the best way to get
large amounts of water to your eye is to step into the shower.
Burns
Electric Shock Overview

• An electric shock occurs when a person
comes into contact with an electrical
energy source. Electrical energy flows
through a portion of the body causing a
shock. Exposure to electrical energy may
result in no injury at all or may result in
devastating damage or death.
• Source:
• Power lines
• Electrical equipment's
• Electrical outlets
• Burns are the most common injury from
electric shock.
Burns

• Symptoms:
• loss of consciousness
• muscle spasms
• numbness or tingling
• breathing problems
• headache
• problems with vision or hearing
• Burns – to the skin (external); to internal
organs
• seizures
• irregular heartbeat – can stop too
Burns

First Aid:
• Don’t touch someone who has been shocked if
they’re still in contact with the source of
electricity.
• Don’t move someone who has been shocked,
unless they’re in danger of further shock. (with
a bad conductor)
• Turn off the flow of electricity if possible. If
you can’t, move the source of electricity away
from the person using a non-conducting
object. Wood and rubber are both good
options. Just make sure you don’t use anything
that’s wet or metal based.
• Stay at least 20 feet away if they’ve been
shocked by high-voltage power lines that are
still on.
Burns

First Aid:
• Call local emergency services if the person was
struck by lightning or if they came into contact
with high-voltage electricity, such as power lines.
• Call local emergency services if the person has
trouble breathing, loses consciousness, has
seizures, has muscle pain or numbness, or is
feeling symptoms of a heart issue, including a fast
heartbeat.
• Check the person’s breathing and pulse. If
necessary, start CPR until emergency help arrives.
• If the person is showing signs of shock, such as
vomiting or becoming faint or very pale, elevate
their legs and feet slightly, unless this causes too
much pain.
• Cover burns with sterile gauze if you can. Don’t
use Band-Aids or anything else that might stick to
the burn.
• Keep the person warm.
What not to do as a first
Aider
• There are many misconceptions surrounding first aid, some of which can cause
serious harm.
• Few first aid misconceptions
1. You should put butter or cream on a burn. The only thing you should put on a
burn is cold water - keep the butter for cooking.
2. If you can't move a limb, it must be broken/If you can move a limb, it can't
be broken. The only accurate way to diagnose a broken limb is to x-ray it.
3. The best way to treat bleeding is to put the wound under a tap. If you put a
bleeding wound under a tap you wash away the body's clotting agents and
make it bleed more.
4. Nosebleeds are best treated by putting the head back. If you put the head
back during a nosebleed, all the blood goes down the back of the airway.
What not to do
5. A tourniquet is the best way to treat serious bleeding. It's harmful to stop the
blood flow to a limb for more than 10-15 minutes.
6. If someone has swallowed a poison you should make them sick. If you make
someone sick by putting your fingers in their mouth, the vomit may block their
airway.
7. If you perform CPR on someone who has a pulse you can damage their
heart. The evidence is that it isn't dangerous to do chest compressions on a
casualty with a pulse.
8. You need lots of training to do first aid. You don't - what you mostly need is
common sense. You can learn enough first aid in ten minutes to save
someone's life.
9. You need lots of expensive equipment to do first aid. You don't need any
equipment to do first aid, there are lots of ways to improvise anything you
need.
Being a First Aider
If you're present at the scene of an accident, or during a

medical emergency, you need to go through the
following stages:
Assess the situation
• Take control of your feelings, don't act impulsively
• Look for continuing danger, to the casualties and to
yourself
• Decide whether to call for emergency help
Being a First Aider
Assess the casualties

• Quiet casualties should always be your first priority
• A quiet casualty may be an indication that the person is unconscious. Quiet casualties
should always be your first priority.
• Priorities treatment of casualties according to severity of injury
• Check response by asking casualties whether they are all right
• Check airway
• Check breathing
• If a casualty isn't breathing, ask somebody to call 999 immediately and give 30 chest
compression followed by two rescue breaths
• Continue this sequence until emergency help arrives or the casualty starts to show
some response.
Being a First Aider
• Further assistance to casualties

• Aim to give all casualties early and effective
help
• Arrange for casualties to be taken to
hospital where necessary
• Remain with casualty until help arrives
• Prevent cross-infection between yourself
and the casualty
• Take care of casualty's possessions and
ensure they accompany the casualty to
hospital
• THE FUTURE OF KEYLESS ENTRY AT
HOTELS
• Guest want one app that works across multiple
hotels instead of nine different apps for nine
different hotels.
314 BHM 147 Foundamentals of Housekeeping Operations Module 4 - Daily Routines and Systems
Keys and Key Control
Various Keys
Keys Controlled by Used by Held by
Guest Room Keys Front Office Manager (FOM) Guest Front Office
Floor Keys Executive Housekeeper (EHK) Guest Room Desk Control
Attendant
Sub Master Keys EHK Floor Manager Desk Control
Master Keys EHK EHK EHK
Grand Master General Manager & Chief GM & CSO GM & CSO
keys Security Officer
Emergency Keys GM/Director/Property Owner GM/Dir/PO GM/Dir/PO
Electronic Keys FOM Guest Front Office
Keys
Keys Its uses
Guest Room It ONLY Opens the corresponding guest room door lock .
Keys
It opens all the guest room door of one particular floor only.
Floor Keys
It Opens all the guest room door in a sequence of floors. Example = 1 key for 1, 2, 3 floors and 2nd key 4, 5,
Sub Master 6 and so on.
Keys
Master Keys It Opens all the guest room doors in the hotel. It cannot open a double locked room.
Grand Master It Opens all the guest room doors in the hotel as well as the rooms that are double locked (deadbolt).
keys
It opens all the doors of the hotel.
Emergency Keys
Electronic Keys These are plastic keys or mobile used keys and does the action of all the above keys.
Desk
Control
Locks the
rack and
Housema
gives it to
n/Maid
the
secretary.
Places it
Key Enters in
the key
Control
in the key
control
rack
register
Enters in
the key
control
Use it
reg
(returned Returns
column) to the
Desk
control
Key Control Register
This is one of the most important at housekeeping control desk. It is the
part of key security system to be followed by the housekeeping
department. Each employee who has taken the key have to sign this
before taking the key and also sign the register after the hand over of
keys. Key Control Register
S.No Date Key ID Floor Time of Issued Received Purpose Signatur Time of Return Receive Signatu Remark
No. Issue By by e Return ed by d by re s
1 14/0 Floor 1 7 am Bruce Robin To clean 5 pm Robin Bruce

9/20 Key floors
19
2 14/0 Floor 2 7 am Bruce Barry To clean 7 pm Barry Bruce Took
9/20 key floors extra
19 time to
clean

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BAC 127 – FOUNDATION COURSE IN ROOMS DIVISION OPERATIONS

Module – I: Introduction to Hospitality Industry

1. Overview of Travel and Tourism Industry

1.1 Overview of the Travel and Tourism Industry

Institutional/ Commercial Transportatio

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Travel and Tourism Industry

These services vary according to the specific needs.

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RAHUL SHEDBAKAR 2021-22

“E’cole Hoteleire” in Lausanne, Switzerland is the first hotel school.

1940s: “Flamingo” in Las Vegas; first Casino Hotel.

1946: Oberoi Hotels Pvt. ltd. established.

1949: Conrad Hilton (Hilton Hotel Corporation) purchased Waldorf Astoria

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Corporation, New York.

1.4 Scope and development of the Hospitality Industry

The growth of this industry will primarily depend on:

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5. Trends that accelerate the growth of the industry

1.6 Role of Travel Agencies in Hospitality Industry

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Module – II: Classification of Hotels

2.1 Classification of Hotels

Hotels can be classified into different types according to:

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Heritage Classic / Grand

Conference / Convention Hotels:

Condominiums / Residential Hotels:

Bed and Breakfast:

Classification on the basis of Service Levels:

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2.4 Operating Arrangements

common name or for one owner or company.

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4. Management Contract: A management contract is an agreement between a property owner and a

Benefit to the owner:

Cost to the owner:

Benefit to the Management Company:

Cost to the Management Company:

F&B, marketing etc.

5. Franchise Agreement: A franchise is an agreement between a hotel company and an independent

Benefit to the Franchisee:

Cost to the Franchisee:

Benefit to the Franchisor:

Cost to the Franchisor:

6. Referral Organization: Referral organizations are agreements between an independent operator

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MINOR DEPTS. MAJOR DEPTS.

Laundry Swimming pool Telephones Food &Beverages Rooms Division

Preparation Sales / Service Front Office Housekeeping

Kitchen/Bakery Pantry Stores

Restaurant Coffee Shop Bar Room Service Banquet Pastry Shop

OPERATING AND NON-REVENUE PRODUCING (ONRP)

Personnel & Training Security Accounts Maintenance Sales & Marketing

NON-OPERATING AND REVENUE PRODUCING

Travel Agency/Airline Counter Florist Book Stall Chemist Beauty Parlour

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RAHU SHEDBALKAR 2021-22

Module- III: The Accommodation Product

3.1 Aspects of Service

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