UNIT - 5

HOTEL SERVICES
SHRESHTA - 51
RADHIKA - 52
GIRIDHAR - 53
ROJA - 54
KEERTHI - 55
JANARDHAN - 56
ALEKHYA - 57
AJITH - 58
SELWYN - 59
SPECIALITY SERVICES REQUIRED FOR
HOSPITALITY INDUSTRY
HOSPITALITY INDUSTRY:
The hospitality industry is a bustling industry with myriad categories, but customer
service is the unifying factor shared by all segments of the industry. Different sectors
of the hospitality industry ensure that traveler's needs are catered to in a holistic
manner
The different sectors of the hospitality industry.
The hospitality itself is a multi-billion-dollar industry that relies heavily on the
availability of disposable income and leisure time
 Lodging-Accommodation:
• This sector of the hospitality industry features a gamut from luxurious hotels to
lavish resorts and campgrounds.
• Accommodation is an absolutely broad sector of the hospitality industry, ranging
from bed & breakfast enterprises and hotels to other facilities that offer lodging
services.
• the customer service is indispensable in providing accommodation services. And
that isn’t all – efficiency, integrate comfort, and world-class amenities are also its
foundation.
• the three things which people need, when they travel, the most important one is
accommodation. Other two are food and transportation. It is due to this fact we
have started with lodging in our list of 5 sectors of the hospitality industry.
• If you have arranged for hotel and accommodation, you will automatically find the
other two.
• A lot of focus is being made these days to improve the lodging experience of people
travelling around the world.
• Lodging: When people travel from one place to the other, they need a place to sleep. A
shelter which will keep them safe from the atrocities of nature. This results in people
booking lodges and rooms for their stay.
• Suites: Apart from general lodges to stay, hotel sector offers luxury suites for the stay
as well. Generally, suites are suitable for formal sorts of staying and are much
expensive compared to regular room services.
• Resorts: The third type of accommodation which is popular among travellers are
resorts. These bring you close to nature and give you a necessary break from your
normal routines.

2. Food and Beverage:

• This is another crucial one of the 5 different sectors of the hospitality industry. It’s
another wide sector of the hospitality industry. Food and beverage sector reign
supreme in the industry. And, for good reasons.
• It can range from something as simple as a bistro all the way to a high-end restaurant
and every catering establishment in between. As it’s expected, the food and beverage
industry is further sub-categorized into niches.
Quick-service Establishments – These are commercial foodservice restaurants
that compete for customers who look to garner quick snacks, drinks, and meals.
Typically, they have fewer employees. In fact, self-service is the norm here. Think
of McDonald’s, KFC, Subway, Pizza Hut etc.
Catering Businesses – This category provides food and beverage catering services
for any special occasion – from weddings to birthday parties and everything in
between.
Full-Service Restaurants: These are your typical restaurants or eateries which
feature course meals, drinks, and a plethora of other food services. These
establishments usually seat you at a table and use waiters to take food orders.
From fine dining to casual dining to themed restaurants; there is a range of these
full-service restaurants.
 Themed restaurants have grown multiple folds like the wave of luxury underwater
restaurants of the world.
Such is the popularity and growth of Foodservice establishments that industry pundits
are considering Full-service restaurants as a separate category of the hospitality industry.
People are always looking forward to food when they are on the go. When in a different
country, people like to taste local cuisines.
So, food and catering make essentials of the hospitality industry. It starts with food
production and ends at food representation on the eating tables, with storage and
cooking steps resting in between.
• Food Management: It starts with the production of food. Many hotels and restaurants
serve naturally organic food. Apart from production, food transportation and storage also
make part of this division.
• Food Presentation: People like to eat food which is well represented. So, a lot of focus
should be made on food representation to improve hospitality experience.
• Beverages: Apart from general food items, beverage storage, and representation also
make it into the list of food and catering services.
• Restaurant Management: Restaurant management is a science which is being taught in
colleges these days. With proper skills to manage a restaurant, you can manage food,
beverages, and maintain a quality representation of food, so that customers will come
again to eat at your place.
• 3. Travel and Tourism

Travel and tourism industry is a vast sector of the hospitality industry with several
key players across the globe. Most of them include trains, airlines, cruise ships,
and several crew members in their service.
On the whole, players in the travel and tourism segment are in the business of
moving people from one destination to another.
It would not be an exaggeration if we make a statement that the most important
segment of the hospitality industry is travel and tourism as others depend on it.
Without profound levels of travelling and tourism in a region, the hospitality
industry of the region won’t grow.
So, the Travel and tourism domain makes the backbone of our hospitality industry.
4. Entertainment Industry

Entertainment is a significant part of our travel these days. If your travelling

experience lacks fun and entertainment then you might not be able to enjoy your
time up to the fullest.
 Some of the activities which can elevate your experience when it comes to
entertainment are:
• Marinas: Marinas are one of the most popular places to go when it comes to
partying. You can get along with your friends on a private yacht where you can
dance, play games, and enjoy the best of your life.
• Sports and Gaming: Sports and gaming is a basic thing which people are looking
for on their travel. As a result, Casinos, swimming pools, and other similar
activities are becoming an indispensable part of the hospitality sector.
• Cruise: Apart from marinas, cruise services are also becoming an essential
component of the hospitality industry. Now, people like to spend their days on
luxury ships which sail across the blue oceans under the clear sky.
• Nightclubs: Who doesn’t love to dance to their favourite song when on a break?
We all do. This is why hotels have nightclubs services in them.
• Bars: Sitting around a table and having a couple of drinks with your friends is
always a refreshing experience. This is why bars make an important part of the
entertainment sector of the hospitality industry
5. Timeshare

• An emerging yet vastly important sector of the

hospitality industry is vacation ownership of a
place. In this scheme, people, either individuals
or parties, own the rights to a place for a specific
time period during the year.
• We have placed Timeshare on our list of 5
different sectors of the hospitality industry
because of the raised interest of hospitality
enthusiasts for Timeshare.
• Timeshare gives us an option to own our choices
and to enjoy facilities by either buying a part of a
facility or getting into a membership plan.
• There are many places which people can own for the time being, under the
timeshare rule.
• Convention Centers: Convention centers make the base of the hospitality
industry as they offer a place where people can gather in bulks for seminars,
conventions, expos, and other similar things.
• Villas and Resorts: You can own villas and resorts under the timeshare rule, for
some time of the year and can go and enjoy with your friends or family
LAUNDRY SERVICES
Laundry operation in Hotel
In any hotel establishment , a lot of dirty linens
accumulates in the various units and
departments . It is essential to ensure a
continuous supply of linen, which is well
laundered, so that operation can be carried out
smoothly and efficiently. Linen is an expensive
item, so how it will be laundered, required serious
consideration. People involved in handling of linen
should have some knowledge of process. The
house-keeper and the linen keeper should have
good relation with the laundry manager.
Principle of Hotel laundry
1. Removal of dirt and stain from the linen articles.
2. Restoring linen articles to their original
appearance as far as possible.

Qualities of good laundry

1. Careful handling of linen articles when
laundering
2. Correct process of use of suitable agent.
3. While materials are kept white, excessive
bleach is not used.
4. Proper counting and records maintains to avoid
shortage of linen.
5. Sound policies regarding damage or loss
property.
Categories of Hotel laundry
Laundry can be divided into two types Advantages of off premises Hotel laundry
On -premises   –     Off premises 1. An huge investment behind the purchase of
laundries which are situated inside the hotel machines and equipment's are saved.
premises known as on premises laundry. 2. Salary for staff are saved.
A commercial or off premises laundry refers 3. Hotel spaces are saved which can be used for
to the laundering outside the establishment. other purpose.
ie. given on a contract basis., to the Disadvantages of off premises Hotel laundry
specialize person who are particular in this 1. The hotel have to compromise with the quality
field. of washing.
Advantages of on premises Hotel 2. Chances of pilferage is more.
Disadvantages
3. of off premises
During the emergency, Hotel
fresh linen may laundry
not be
laundry 1. The hotel have to compromise with the quality
1. Time taken for laundering is reduced available.
of washing.
because transportation is reduced. 2. Chances of pilferage is more.
2. Linen is readily available especially in the 3. During the emergency, fresh linen may not be
case of emergency requirements. available.
3. Pilferage reduced.
Disadvantages of on premises laundry
1. Cost of equipment and its maintenance is
fairly high.
2. Must be justified by an adequate amount
of linen.
3. More staff who are technically qualified
and adiquet space is required.
Process of laundering
Details of various process in laundering is explained below
1. Collection and transportation- Collection of linen may be done in the linen room, if it is off
premises, but usually in the laundry itself, if it is on premises. Certain linen items are
collected separately , such as kitchen uniforms, dusters, etc. The linens are usually packed
in the canvas bag called skips for transportation.
2. Arrival- On arrival the lines must be dealt quickly as possible to ensure fast turn around
time for linen. There must be a separate section for guest laundry.
3. Marking – Marking may be temporary or permanent. For guest laundry initials of the
guest as well as room no helps provide a clear identification and helps in correct billing.
4. Sorting- Sorting is carried out according to the types of fabrics and items, color and type
of soil. Sorting is done to separate those articles that needs dry cleaning from those that
will go through the normal wash process.. Those that need mending and stain removal
must be separated so that separate action will be taken.
5. Weighing- Weighing is carried out to conform to the capacity of the washing machine,
and to avoid of the overloading. Repeated overloading can cause the machine to
breakdown. Underloading will lead to the wastage of detergent and water.
6. Loading is often done manually or with a certain degree of full or partial automation.
7. Washing-
The process is designed to perform three basic functions
• Removal of soil dirt
•8.Suspension
Rinsing- Onceofthe
soil
wash cycle is completed. Rinsing is carried out at least twice. The purpose of this is to
•remove
Discharge
the residue offrom
of soil theagent
laundry machine and drain.
and reagent.
9. Hydro-extraction- It is the process of removal of excess water and moisture from the linen which has been
washed.
10. Tumble drying- This process is capable of making the linen absolutely dry , by blowing hot air. For articles
that are likely to be damaged by heat there is an option of simple air drying.
11. Finishing- After washing and drying of all the articles needs proper finishing like folding properly, or
hanged in hangers.
12. Folding- Folding can be done in machines hands and in most cases carried out manually.
13. Airing- Airing is very much needed to protect the linens from mildew.
14. Storage- Storage should be properly done before delivering. Linens should be allowed to keep in specific
period in the store for distribution.
15. Distribution- Now the lines are ready for distribution . The fresh linens are distributed to various
departments through house-keeping.

Lay out of laundry

The layout in terms of positioning machines should be such that there is an easy flow of
traffic. Close attention should be placed on entry and exit, drainage system ventilation etc.
• Doors – These should be large enough to get the equipment's, into the room as well as
effectively enter and exit with laundry basket.
• Ceiling- They should be impervious to moisture and have good sound absorption
properties.
• 8 to 10 ft height ceiling is ideal.
• Floors- These are very important for laundry, it should be strong enough to protect it from
were and tear.
• Walls- These should be constructed on the material that are durable, moisture resistant,
and insulating. Windows should be avoided so that the wall space can be used for strong
shelves and bins.
• Electricity- There should be enough light and proper electric connection.
• Water supply- There should be enough water supplies in laundry.
Functions of various laundry machines-
Sophisticated machinery is needed in laundries to Laundry agents and aids
cope up with the various types of fabrics and other Laundry aids are the materials used to
items to be laundered , dried and pressed. the hue improve the laundering result. The
amount of laundry to be complete in the given time important laundry agents are as follows
period. 1. Water
The various machines used in the laundry are as 2. Laundry soap and detergent
follows 3. Bleaches
1. Washing machine- Those used in hotel laundries 4. Softener
are typically a tumble type. The capacity varies from
7 to 2000 kg. The wash barrels of those used in the
hotel industry are stainless still. The machines are
used for washing clothes.
2. Hydro- extractor- These are large centrifuges
ranging in capacity from 7 to 70 kg. Clothes from
washer are put into the hydro- extractor to remove
about 50 to 75% excess water. The water is
extracted from the wash linen by means of
centrifugal force or application of pressure After
extraction the linens are damp but not wet.
3. Dryers- These are the unit of tumble type
equipment meant to remove the moisture from
damp. by tumbling them in rotating cylinder through
which heated air is passes. They are use for non iron
articles, and towels as these linen nether required
pressing.
4. Pressing equipment's- Many types of pressing
equipment's are available for ironing different
articles, such as calendar for sheets curtains and
tablecloth. , sleeve presses flatbed presses, and so
LAUNDRY SERVICES
 CHANNELED MUSIC
• Music is much more a strategic part of the story and branding, a driver and influencer, than
people give it credit for. It drives the guest experience and revenue when done right.

• 75% of hotel guests like to hear music in the lobbies, bars, restaurants and public
spaces.78% of people who like music in hotels agree that it makes them feel more
relaxed.61% of regular hotel guests are more likely to consume more food and drink when
they hear music they like in a hotel.55% of people who like music in hotels prefer to meet
colleagues or clients where good hotel music is being played.

• In most cases with new build hotels, the music is part of the conversation after the
construction is completed. Much closer to the opening date. And that’s too late. Just as the
beds or restaurant placement cannot be an afterthought, neither can the music. When you
are spending hundreds of millions on gorgeous spaces, but the speaker placement is an
afterthought, that’s a problem. The wrong color on the walls is the equivalent to the wrong
speaker placement in the room. When done incorrectly, the sound will be bouncing all over
the place. No, you don’t have to design your space around the music, but there are subtle
and smart strategies that can be implemented in the early stages that offer the proper
solution to achieve the sound quality that is needed. 
What music should you play in a hotel?

The decision on what sort of music you should play in a

hotel depends largely on the hotel. For hotels that are
looking to attract a broad range of guests, whose personal
musical tastes will of course vary immensely, generic music
with mass appeal will work the best. Stay far away from
polarising styles of music such as hip hop and metal. 

Music is a massively important element in making your

guests feel comfortable enough to stay on the hotel
premises instead of wandering off to the restaurant next
door for dinner. The music played at your restaurant can
also influence restaurant sales and even dining behaviour.
INTERNET
•  Hotel Wi-Fi solutions are highly secure and reliable,
providing guests with convenience, efficiency and peace of
mind. Using a proprietary proven security protocol, HOTEL
INTERNET systems and services are continuously monitored
for security to ensure data protection and privacy, and are
maintained by Hotel Internet Services, 24 hours a day, 365
days a year.
• With a commitment to ensuring total network privacy and
security, online solutions are designed to safeguard users
during the most sensitive of data transactions. Fully PCI
compliant, HOTEL INTERNET shields information such as
personal credit or banking details from unauthorized access.
KITCHEN SERVICES
 KITCHEN SERVICES IN HOTELS

KITCHEN DESIGN FOR RESTAURANTS

 The heart of every restaurant is the kitchen. Here raw ingredients are prepared for cooking (washing,
peeling, chopping etc) and cooked for service. The quality of food and speed of service depend on
efficiency, hence planning, kitchen design and layout must be undertaken with due care and expert advice
if necessary

 The most qualified people in kitchen planning are experienced and successful chefs. They know from
experience the best and most efficient equipment, layout and spacing. 
The first decision involves selecting fuel. There are several from which to choose:

 Wood
 Natural gas
 Propane gas
 Electric
 Steam
 Heating oil
LIGHTING
As well as having to conform to the relevant standards lighting here needs to comply with
the stipulations
Every kitchen mustof
beASR workplacetoregulations.
well illuminated To do
prevent accidents, so, these
increase rooms
efficiency, require
facilitate a glare-free
quality control and
prevent waste. Fluorescent light fixtures are advisable for their efficiency and
lighting system delivering 500 lx mean illuminance. Because of the steamy atmospherescool operating temperatures. 
found in kitchens and laundries, luminaires here should be designed for use in damp
interiors Near cooking ranges, luminaires also need to be resistant to chemical attack.
VENTILATION

Ventilation is of great importance in any kitchen. It prevents odours from penetrating the dining area and increase the
well being of cooks. This in turn improves quality and efficiency. Some operators actually air condition their kitchen with
laudable results. A ventilation system consists of:

The collection device (canopy)

Vehicle to move the air (motor)

Canopies are equipped with filters, of which there are three types

Wire mesh
Baffle
Liquid
(All filters must be thoroughly cleaned at regular intervals to reduce fire hazards, as they collect grease)

The size of the canopy and motor depend on the size of the kitchen. Canopies must overhang cooking equipment on
both sides by at least 8" (20 cm) in most jurisdictions. 
SPRINKLER SYSTEMS

All kitchens and restaurants must have an appropriate

sprinkler system. 
There are two types:

Water releasing
Carbon dioxide mixed with fire extinguishing chemicals

Water releasing sprinkler systems are inappropriate for

kitchens. 
Carbon dioxide mixed with extinguishing chemicals
type systems are recommended. 
WALL COVERINGS

Kitchen walls can be covered with tiles or durable high gloss finish paint. Tiles are initially expensive,
but are durable and easy to clean.  High gloss finish paint is more expensive in the long run and less
sanitary. 

After aforementioned decisions are made, the planner can proceed to selecting and specifying
equipment: 
Cooking equipment, brands, capacity requirements, and sources
Stationary equipment i.e. mixers, bank saws, food processors
Work table sizes, heights, finishes and locations
Widths of aisles for traffic between stationary equipment 
Refrigeration units and freezers, types and sizes

Storage areas' size and shelving, for foodstuffs, china, cutlery and glassware
Dishwashing area equipment, location capacity
Receiving area, location, layout, size, equipment i.e scale, running water, lighting, security 
Garbage disposal area, location, size, and type 
(N. B. In hot countries, consider refrigeration, and in cold proper insulation and security from
scavenging animals)

FLOOR COVERINGS

Kitchen floors must be non-slip to prevent accidents. Tile coverings are prone to cracking and warping due to constant
moisture present. If tiles are used, cover them with a non-slip coating. Continuous non-slip floor covering containing stone
chips is the most suitable. It can be applied quickly and inexpensively. They are easy to clean and prevent insect
 EQUIPMENTS
REFRIGERATORS
Refrigerators prevent bacterial growth and prolong the shelf life of perishable foods. There are electricity or gas fuelled, reach-in, roll-in,
drawer and walk-in refrigerators. Electricity powered refrigerators are the most common.

Reach-in and walk-in refrigerators are readily available in a variety of sizes and configurations. Walk-in refrigerators can be specified
modular or custom made. Drawer and roll-in refrigerators are practical and save labour but must be custom manufactured and expensive. 

 All commercial refrigerators must be equipped with thermostats both inside and out. Interiors of all must be easy to reach, clean, and well
lit.. Walk-in refrigerators must have non-slip floors and equipped to open from inside and outside. All doors must be airtight and equipped
with self-closing mechanisms to minimize cold air loss. 

 A well-designed compressor maintenance programme will help prolong usable life. Wooden storage shelving is not recommended.
Tempering refrigerators to re-thermalize plated frozen food is practical in hospital and correctional institutions.

PREPARATION EQUIPMENT

Constitute all equipment employed in food preparation (chopping, dicing, cubing, peeling, slicing, mixing, processing). They speed up all
these functions, reduce labour, facilitate quality control and promote consistency. 

Specify sturdy brands, backed up by a good supply of spare parts, warranties, guarantees and service. Foreign suppliers should be
specified only if local manufacturers are inadequate or do not  exist. 

COOKING EQUIPMENT

• All equipment used  in cooking fall under this category, and may be fuelled by electricity,   propane,  natural gas, oil, wood, or steam. The
fuel must be selected with due care according to availability and style of cooking being envisaged. 
Steam generators are available, so are cooking equipment with self steam generating installations. 
•   Always specify cooking equipment with the least number of moving parts.

THE FOLLOWING COOKING EQUIPMENT IS STANDARD:

Ranges:  -hot top Deep fryers:- electric or gas Broilers:- ceramic brackets Salamanders: -(top heat) electric

               - open burners - radiant - infrared 

- infra red     - gas
 - open

                   
STEAM FUELLED EQUIPMENT

     Steam jacketed kettles- Floor, counter top, tilting or non-tilting, with or without spout in various sizes are available.  
     Pressure steamers are suitable for quantity batch cooking. Combi-ovens combine steaming and roasting, and are
popular due to their space saving features. 

OVENS – a wide range of ovens is available. They can be under ranges, freestanding, electric or gas, steam injected or
not. Convection ovens are practical for roasting and rotate hot air speeding up cooking time. Conveyor type ovens are
appropriate in high volume pizza operations or in very busy bakeries. Micro wave ovens are used mostly for re-
thermalizing.
 
GRIDDLES – consist of a stainless steel non-stick surface fuelled either by gas or electricity, equipped with appropriate
grooves and grease collectors. They are versatile and very much in demand in short order kitchens and cafeterias.  

TILTING FRYING PANS- may be gas or electric fuelled. They are practical in large banquet halls or hotel banquet
kitchens catering to huge banquets. Cooking equipment is rated either in units per hour or BTU's (British Thermal Unit)
One British Thermal Unit is the amount of energy required to raise the temperature of one pound of water by one degree
Fahrenheit. The rating is important to calculate power requirements. 

ACCESSORIES – Electronic thermostats, energy load levelers (reduce peak electricity demand) and automatic shut off
switches fall under this category.
Service equipment – helps keep prepared foods hot. Steam tables, flambé carts, guerdons, coffee machines, small
wares (pots, pans, whips, scoops) self leveling plate dispensers, dishwashers, compactors, filtering devices fall into this
category. 
     Once the equipment selection is completed, and the layout determined, the planner must contact utilities and advise
them to ensure timely hook up to main supply lines.