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Hotel Business Management

Publication Date February 2009
Publisher Cygnus
Product Type Report
Pages 151
ISBN Number not applicable
Product Code CYG00075
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PDF £800.00$1331 | €895
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Summary

Introduction:

Hotel industry in India has been doing well in the recent times due to upsurge in the economic activity in the last few years. Growth can be witnessed both in star category hotels and budget hotels. Being a service industry, the success of hotel management lies in providing the best services to the customers. As a result, efficient management of hotel or hospitality service is the main focus of leading hotel chains in the country. With the addition of hotel rooms in the country, more and more qualified professionals will be required to manage these hotels. A hotel establishment also sums up as a workshop for training students and new recruits.

Key Findings and Highlights

  • Hotel management is becoming complex as the volume and quality of services are increasing at a fast pace. Apart from hygiene and aesthetical beauty of the establishment, hotel guests are also impressed with the attentiveness, empathy and responsiveness of staff members.
  • The Indian hotel industry felt the need for computerisation way back in 1982 when Asian Games (Asiad 82) was held in the country. Computers were introduced in leading hotels with an underlying idea of providing more personalised service to the guest.
  • Hotel industry is thriving due to an increase in business opportunities and foreign and domestic tourism. By the year 2010, employment opportunities in the Indian hotel and catering industry are expected to increase to 15 million.

Reasons to Buy

  • Provides insight into the key concepts like Keeping, Front Office, Food & Beverage services of Hotel business management in a comprehensive manner
  • The report will be useful to all students enrolled in hotel management courses, people connected with the hotel industry and investors looking for broad understanding of hotel management.
  • Prepares students and budding management executives to face the industry confidently

Content

  • Executive Summary
  • Highlights
  • 1. Hotel Housekeeping
    • 1.1 Purpose & Objectives
      • 1.1.1 Beautification Of Hotel Premises
      • 1.1.2 Maintain Cleaning Agents & Equipment
        • 1.1.2.1 Electrical & Electronic Equipment
        • 1.1.2.2 Containers
        • 1.1.2.3 Brushes
        • 1.1.2.4 Mops & Brooms
        • 1.1.2.5 Cleaning Agents
      • 1.1.3 Cleaning Different Types Of Surfaces
      • 1.1.4 Hygiene & Sanitation
        • 1.1.4.1 Food Protection
        • 1.1.4.2 Grooming & Personal Hygiene
        • 1.1.4.3 Waste Disposal
        • 1.1.4.4 Pest Control
    • 1.2 Functions (Services)
      • 1.2.1 Cleaning Guesrooms
      • 1.2.2 Cleaning Public Areas
      • 1.2.3 Other Housekeeping Services
    • 1.3 Organisation Of Housekeeping Department
      • 1.3.1 Job Description
        • 1.3.1.1 Executive Housekeeper
        • 1.3.1.2 Deputy Head Housekeeper
        • 1.3.1.3 Floor Housekeeper
        • 1.3.1.4 Room Attendant
        • 1.3.1.5 Linen Room Attendants
        • 1.3.1.6 Cloakroom Attendant
        • 1.3.1.7 Laundry Attendant
        • 1.3.1.8 Valets
      • 1.3.2 Qualities Of Housekeeping Staff
        • 1.3.2.1 Honesty
        • 1.3.2.2 Courtesy
        • 1.3.2.3 Cooperation
        • 1.3.2.4 Tact & Diplomacy
        • 1.3.2.5 Eye For Detail
        • 1.3.2.6 Grooming & Personal Hygiene
        • 1.3.2.7 Physical Fitness
      • 1.3.3 Cordination With Other Departments
        • 1.3.3.1 Cordination With Front Office
        • 1.3.3.2 Cordination With Security Department
        • 1.3.3.3 Cordination With Food & Beverage Section
        • 1.3.3.4 Cordination With Stores Department
        • 1.3.3.5 Cordination With Other Departments
    • 1.4 Areas Of Focus
      • 1.4.1 Guest Rooms
        • 1.4.1.1 Bedroom
        • 1.4.1.2 Bathroom
        • 1.4.1.3 Balcony
      • 1.4.2 Public Areas
        • 1.4.2.1 Office
        • 1.4.2.2 Terrace
        • 1.4.2.3 Elevator & Escalator
        • 1.4.2.4 Lobby
        • 1.4.2.5 Shopping Arcade
        • 1.4.2.6 Hotel Restaurants & Bars
        • 1.4.2.7 Others
    • 1.5 Linen Room
      • 1.5.1 Types Of Linen Rooms
        • 1.5.1.1 Centralised Linen Rooms
        • 1.5.1.2 Decentralised Linen Rooms
      • 1.5.2 Types Of Linen
        • 1.5.2.1 Bathroom Linen
        • 1.5.2.2 Bedroom Linen
        • 1.5.2.3 Restaurant Linen
    • 1.6 The Uniform Room
      • 1.6.1 Types Of Uniforms
      • 1.6.2 Linen & Uniform Room Equipment & Accessories
        • 1.6.2.1 Trolleys
        • 1.6.2.2 Ladders
        • 1.6.2.3 Cupboard
        • 1.6.2.4 Racks
        • 1.6.2.5 Hampers
        • 1.6.2.6 Linen Bags
        • 1.6.2.7 Folding Tables
        • 1.6.2.8 Plastic Bags
      • 1.6.3 Storage Conditions
      • 1.6.4 Exchange Of Linens & Uniforms
      • 1.6.5 Discarded Linens & Uniforms
    • 1.7 The Laundry Section
      • 1.7.1 Guest Laundry Process
        • 1.7.1.1 Call Handling
        • 1.7.1.2 Valet Service
        • 1.7.1.3 Sorting & Marking
        • 1.7.1.4 Spotting
        • 1.7.1.5 Washing/Drcleaning
        • 1.7.1.6 Hydrextraction/Tumbler
        • 1.7.1.7 Ironing & Packaging
        • 1.7.1.8 Final Checking
        • 1.7.1.9 Delivery To Guest
      • 1.7.2 Types Of Pressing Irons
        • 1.7.2.1 Hohead Press
        • 1.7.2.2 Steam Press
        • 1.7.2.3 Shirt Press
        • 1.7.2.4 Hand Press
        • 1.7.2.5 Flat Irons Or Calendar Machines
      • 1.7.3 Stain Removal (Spotting)
        • 1.7.3.1 Spotting Devices
      • 1.7.4 Types Of Stains
        • 1.7.4.1 Absorbed Stains
        • 1.7.4.2 Builup Stains
        • 1.7.4.3 Compound Stains
    • 1.8 Gardening & Interior Decoration
      • 1.8.1 Landscaping
      • 1.8.2 Types Of Gardens
        • 1.8.2.1 Outdoor Gardens
        • 1.8.2.2 Indoor Gardens
    • 1.9 Occupational Hazards & Safety Measures
      • 1.9.1 Accidental Falls
      • 1.9.2 Cuts & Bruises
      • 1.9.3 Cramps & Back Pains
      • 1.9.4 Hazardous Chemicals
      • 1.9.5 Electrocution
      • 1.9.6 Poor Work Practices
      • 1.9.7 First Aid
    • 1.10 Administration Of Housekeeping Department
      • 1.10.1 Employee Attendance
      • 1.10.2 Briefing
      • 1.10.3 Discipline
      • 1.10.4 Cost Control
      • 1.10.5 Employee Scheduling
  • 2. Front Office
    • 2.1 Introduction To Front Office
      • 2.1.1 Importance Of Front Office
      • 2.1.2 Functions Of Front Office
        • 2.1.2.1 Mail Handling
        • 2.1.2.2 Message Handling
        • 2.1.2.3 Change Of Room
        • 2.1.2.4 Key Control
      • 2.1.3 Front Office Personnel & Their Role
        • 2.1.3.1 Front Office Manager
        • 2.1.3.2 Assistant Front Office Manager
        • 2.1.3.3 Lobby Manager
        • 2.1.3.4 Reservation Assistants
        • 2.1.3.5 Receptionists/Registration Assistants
        • 2.1.3.6 Information Assistants
        • 2.1.3.7 Business Centre Manager
        • 2.1.3.8 Business Centre Secretary
        • 2.1.3.9 Bell Captain
        • 2.1.3.10 Bellboys
      • 2.1.4 Basic Characteristics Of Front Office Staff
        • 2.1.4.1 Friendly & Tactful
        • 2.1.4.2 Multilingual
        • 2.1.4.3 Service Oriented
        • 2.1.4.4 Creative Problem Solvers
        • 2.1.4.5 Action Oriented
        • 2.1.4.6 Techno Savvy
        • 2.1.4.7 Commission Oriented
        • 2.1.4.8 Multskilled Abilities
        • 2.1.4.9 Physical Fitness
        • 2.1.4.10 Grooming
      • 2.1.5 Sections Of Front Office Department
        • 2.1.5.1 Reservation
        • 2.1.5.2 Reception
        • 2.1.5.3 Information Counter
        • 2.1.5.4 Telecommunication Centre
        • 2.1.5.5 Business Centre
    • 2.2 Reservation
      • 2.2.1 Role Of Reservation Agent
      • 2.2.2 Walin Guests
      • 2.2.3 Types Of Reservation
        • 2.2.3.1 Confirmed Reservation
        • 2.2.3.2 Noconfirmed Reservation
        • 2.2.3.3 Group Reservation
      • 2.2.4 Sources Of Reservation
        • 2.2.4.1 Tour Operators
        • 2.2.4.2 Travel Agencies
        • 2.2.4.3 Airlines
        • 2.2.4.4 Corporate Houses
        • 2.2.4.5 Embassies & Consulates
        • 2.2.4.6 Free Individual Travellers
        • 2.2.4.7 Hotel Websites
        • 2.2.4.8 Government Offices
        • 2.2.4.9 Referral Hotels
      • 2.2.5 Modes Of Reservation
        • 2.2.5.1 E-Mail
        • 2.2.5.2 Post
        • 2.2.5.3 Telephone
        • 2.2.5.4 Fax
        • 2.2.5.5 Personal Visit
      • 2.2.6 Types Of Reservation System
        • 2.2.6.1 Cardex System
        • 2.2.6.2 Card System
        • 2.2.6.3 Diary System
        • 2.2.6.4 Whitney System
        • 2.2.6.5 Computer System
        • 2.2.6.6 Central Reservation System
        • 2.2.6.7 Instant Reservation
      • 2.2.7 Types Of Rooms
        • 2.2.7.1 Single Room
        • 2.2.7.2 Double Room
        • 2.2.7.3 Twin Room
        • 2.2.7.4 Triplet
        • 2.2.7.5 Single Suite
        • 2.2.7.6 Double Suite
        • 2.2.7.7 Duplex Suite
        • 2.2.7.8 Studio Rooms
        • 2.2.7.9 Cabana Rooms
      • 2.2.8 Cancellation
        • 2.2.8.1 Cancellation Procedure
    • 2.3 Reception & Registration
      • 2.3.1 Reception
        • 2.3.1.1 Role Of Reception
      • 2.3.2 Registration
      • 2.3.3 Registration Methods
        • 2.3.3.1 Bound Book
        • 2.3.3.2 Loose Leaf Register
        • 2.3.3.3 Individual Registration
      • 2.3.4 System Of Registration
        • 2.3.4.1 Manual System
        • 2.3.4.2 Semautomatic System
        • 2.3.4.3 Automatic System
        • 2.3.4.4 Express Checin System
    • 2.4 Front Office Accounting
      • 2.4.1 Billing Systems
        • 2.4.1.1 Tabular Ledger
        • 2.4.1.2 Electronic Billing Machines
        • 2.4.1.3 Computerised Billing Systems
      • 2.4.2 Modes Of Payment
        • 2.4.2.1 Cash Payment
        • 2.4.2.2 Personal Cheques
        • 2.4.2.3 Credit Cards
        • 2.4.2.4 Debit Cards
        • 2.4.2.5 Miscellaneous Charge Orders/Vouchers
        • 2.4.2.6 Company Accounts
        • 2.4.2.7 Promotion Vouchers
        • 2.4.2.8 Advance Deposits
    • 2.5 Bell Desk & Concierge Services
      • 2.5.1 Bell Desk
        • 2.5.1.1 Bell Desk Procedures
        • 2.5.1.2 Functions Of Bell Desk
      • 2.5.2 Concierge Services
        • 2.5.2.1 Transport Services
        • 2.5.2.2 Personnel
    • 2.6 Telecommunication
      • 2.6.1 Telephone Exchange
        • 2.6.1.1 Type Of Exchanges
        • 2.6.1.2 Other Communication Equipment
        • 2.6.1.3 Responsibilities Of Telephone Operator
    • 2.7 Safety & Precautions
      • 2.7.1 Emergency Situations
        • 2.7.1.1 Room Breains
        • 2.7.1.2 Bomb Threat
        • 2.7.1.3 Fire
        • 2.7.1.4 Deaths
        • 2.7.1.5 Accidents
        • 2.7.1.6 Vandalism
        • 2.7.1.7 Thefts
        • 2.7.1.8 Illness & Epidemics
        • 2.7.1.9 A Drunken Guest
    • 2.8 Application Of Computers
      • 2.8.1 Computerised Reservation Systems
  • 3. Food & Beverage Services
    • 3.1 Catering Industry
      • 3.1.1 History, Growth & Development
      • 3.1.2 Types Of Catering Units
        • 3.1.2.1 Commercial Catering Units
        • 3.1.2.2 Transport Catering Units
        • 3.1.2.3 Welfare Catering Units
      • 3.1.3 Career Opportunities
    • 3.2 F&b In Hotel Industry
      • 3.2.1. F&b Service Areas
        • 3.2.1.1 Restaurant
        • 3.2.1.2 Coffee Shops
        • 3.2.1.3 Banquets
        • 3.2.1.4 Room Service
        • 3.2.1.5 Hotel Bars
        • 3.2.1.6 Night Club / Discotheques
        • 3.2.1.7 Lounges
      • 3.2.2 F&b Service Department
        • 3.2.2.1 F&b Manager
        • 3.2.2.2 Restaurant Manager / Dining Room Manager
        • 3.2.2.3 Head Waiter / Supervisor
        • 3.2.2.4 Waiter/Waitress
        • 3.2.2.5 Station Waiter
        • 3.2.2.6 Busboy
      • 3.2.3 F&b Service Equipment
        • 3.2.3.1 Furniture
        • 3.2.3.2 Linen
        • 3.2.3.3 Tableware
        • 3.2.3.4 Glassware & Chinaware
        • 3.2.3.5 Disposables
        • 3.2.3.6 Other Equipment
      • 3.2.4 Types Of Services
        • 3.2.4.1 Table Service
        • 3.2.4.2 Self Service
        • 3.2.4.3 Assisted Service
        • 3.2.4.4 Singlpoint Service
        • 3.2.4.5 Specialised Service
      • 3.2.5 Coordination With Other Departments
        • 3.2.5.1 Housekeeping Department
        • 3.2.5.2 Front Office
        • 3.2.5.3 Food Production Department
        • 3.2.5.4 Kitchen Stewarding Department
        • 3.2.5.5 Stores Department
        • 3.2.5.6 Security Department
        • 3.2.5.7 Other Departments
    • 3.3 F&b Management
      • 3.3.1 Production & Service Operations
        • 3.3.1.1 Quality Management
      • 3.3.2 F&b Control
        • 3.3.2.1 Planning & Budgeting
        • 3.3.2.2 Types Of Budgets
        • 3.3.2.3 Types Of Control
      • 3.3.3 Human Resource Development
        • 3.3.3.1 Recruitment & Selection
        • 3.3.3.2 Training
    • 3.4 Hotel Menu
      • 3.4.1 Types Of Menu
        • 3.4.1.1 The A La Carte Menu
        • 3.4.1.2 The Table D'hte Menu
        • 3.4.1.3 The Combination Menu
        • 3.4.1.4 The Cyclic Menu
      • 3.4.2 Planning
        • 3.4.2.1 Factors to Consider While Planning A Menu
      • 3.4.3 Services
        • 3.4.3.1 Breakfast Services
        • 3.4.3.2 Room Services
        • 3.4.3.3 Banquet Services
        • 3.4.3.4 Buffets
        • 3.4.3.5 Alcoholic Beverages
        • 3.4.3.6 Noalcoholic Beverages
      • 3.4.4 Service Sequence
        • Annexure 1 (Glossary)
        • Annexure 2 (Abbreviations)
        • Annexure 3 Bibliography (References)
  • List of Figures
    • Figure 1.1: Organisation Chart of A Housekeeping Department
    • Figure 1.2: Cordination with Other Departments
    • Figure 1.3: Areas of Focus
    • Figure 1.4: Types of Gardens
    • Figure 2.1: Front Office Personnel
    • Figure 2.2: Sections of Front Office Department
    • Figure 2.3: Classification of Emergency Situations in A Hotel
    • Figure 3.1: Types of Catering Units
    • Figure 3.2: Organisational Hierarchy of The F&b Service Department
    • Figure 3.3: Types of F&b Services
    • Figure 3.4: Coordination with Other Departments
    • Figure 3.5: Types of Alcoholic Beverages
    • Figure 3.6: Types of Noalcoholic Beverages

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