Hotel Management Concept Chapter- II

HOTEL MANAGEMENT CONCEPT INTRODUCTION: Most hotels today are not just a place which provide, basic accommodation, food beverage, but also other facilities in the form of cocktail lounges, banqueting facilities, communication services, entertainment services ,chemists, gym, health club facilities, beauty parlor, swimming pool, medi-care, travel agents, business centers and shopping arcades. Provision of these services may or may not be charged to guests however availing of any of particular services/facilities may be charged to guests.

HOTEL MANAGEMENT CONCEPT Importance of Organization : An organization is the foundation for building a hotel management structure which enables all employees to live and work effectively and efficiently together and hence organization may be called as the arrangement of personnel and assignment of duties and responsibilities to them so the entire establishment operates as one unit. It is important that there are clear lines of authority and effective lines of communication.

Structure of Hotel Hotel Functional Departments : • Rooms Division -Front Office -Housekeeping • Food & Beverage -Food & Beverage Service -Food & Beverage Production • Accounting • Human resources • Engineering • Sales & Marketing

HOTEL MANAGEMENT CONCEPT ROOMS DIVISION: Front Office Reservation Housekeeping Uniformed Services Telephone

Functions Of Front Office Sell guestrooms; register guests and rooming guests Coordinate guest services Provide information , Handling Guest Mail Maintain accurate room statistics, and room key inventories Maintain guest account statements and complete proper financial settlements and checking out guests.

Functions Of Reservation Receive and process reservation requests for future overnight accommodations. With technology development, the Reservation Department can, on real time, access the number and types of rooms available, various room rates, and furnishings, along with the various facilities existing in the hotel There should be close relation-ships with Sales and Marketing Division concerning Large Group Reservations

Functions Of Housekeeping It is responsible for cleanliness and maintenance of Hotel. Inspects rooms before they are available for sale Cleans occupied and vacant rooms Communicates the status of guestrooms to the Front Office Department Cleans and presses the property’s linens, towels, and guest clothing. Maintains recycled and non-recycled inventory items.

Functions Of Uniformed Services Bell Attendants: Ensure baggage service between the lobby area and guestrooms Door Attendants: Ensure baggage service and traffic control at hotel entrance(s) Valet Parking Attendants: Ensure parking services for guest’s automobiles Transportation Personnel: Ensure transportation services for guests from and to the hotel Concierge: Assists guests by making restaurant reservations, arranging for transportation, and getting tickets for theater.

HOTEL MANAGEMENT CONCEPT Telephone Department: Answers and distributes calls to the appropriate extensions, whether guest, employee, or management extensions Places wake-up calls Monitors automated systems Coordinates emergency communications  “Protects Guest Privacy”

Bibliography The Hospitality Industry www.hospitality-industry.com www.hospitalitynet.org www.indianhospitalityonline.com/ www.ibef.org www.hospitalityupgrade.com

BIBLIOGRAPHY Front Office operation and Management by Ahmed Ismail. Front office Management and Operations by Sudhir Andrews. Front Office Procedures ,Social Skills, Yield and Management by Peter Abbot & Sue Lewery . Front Office Management by S.K.Bhatnagar . Hotel front Office Operation and Management by Jatashankkar R. Tewari.