INTRODUCTION TO TOURISM, HOSPITALITY AND HOTEL INDUSTRY

(A) TOURISM AND ITS IMPORTANCE

(B) HOSPITALITY - ORIGIN, EVOLUTION AND GROWTH
(C) BRIEF INTRODUCTION TO HOTEL’S CORE AREAS WITH SPECIAL
REFERENCE TO FRONT OFFICE
TOURISM AND ITS IMPORTANCE
Tourism is recognized as a global industry today. It is sizeable & complex
industry, in the last 40 years’ tourism has been taken a rapid and
continuous growth. The multifaceted nature of tourism & its various links
with the manufacturing and retail sectors & its numerous seasonal or
unofficial businesses make it extremely difficult to assess its market size.
An integrated amalgamation of those businesses and agencies which
totally or in part provide the means of transport, goods, services, and other
facilities for travel outside of the home community for any purpose not
related to day to day activity.

TOURISM INDUSTRY

Comprised of a broad range of business and organizations that are related

to virtually all the areas of economy. The components include all suppliers
of goods and services which the tourists require. Tourism industry
comprises those organizations that are in the business of providing goods
and services, to meet the distinctive needs of some identifiable collection
of tourists. It is a collection of several industries that function separately
with various types of links with tourists. These links can be incidental as
well as purposeful, direct or indirect.
In the seventh 5year plan (1985-90) tourism was given the status of an
industry by Govt.of India. Hence as a plan objective its development was
listed for the first time in the planning process. In May1992, National
Action plan was drawn for its growth and development.

INTER-RELATIONSHIP WITHIN THE TRAVEL AND TOURISM INDUSTRY

An important unique feature of the travel and tourism industry is the inter
relationships of the various parts of the whole. A trip may consist of a
flight, car rental, stay in a hotel, several restaurant meals and some gift
purchases.

WHY PEOPLE TRAVEL?

1. Recreation
2. Culture
3. Business
4. Visiting friends & relatives (VFR)
5. Health
6. Enlightment, education
7. Beauty, nature, national parks
8. Religion
9. Indulgence
10. Festivals
11. Shopping
12.Adventure
13.Heritage
14.Attractions

PRIMARY AND SECONDARY CONSTITUENTS OF TOURISM

1. Primary or major constituents:
a) Transport
b) Accommodation
c) Intermediaries
d) Catering and food
e) Govt. Dept., tourists’ information centres (tourists’ organizations)
2. Secondary constituents:
a) Shops and emporiums
b) Handicrafts and souvenirs
c) Local transportation
d) Coolie and transport assistance
e) Communication services.
f) Advertisement agencies
g) Publishing industry
h) Artists, musicians and performers

Typical tourism goals are:

1. Economic: to optimize their contribution of tourism and recreation to
economic prosperity, full employment, regional economic development,
and improved international balance of payments.
2. Consumer: to make opportunity for and the benefits of travel and
recreation universally accessible to residents and visitors.
To contribute to the personal growth and education of the population and
encourage their appreciation of the geography, history and ethnic diversity
of the nation.
To encourage free and welcome entry of the foreigners, while balancing
this goal with the need to monitor persons and goods entering the country
with laws protecting public health.
3.Environment and natural resource: To protect and preserve the historical
and cultural foundations of a nation and as a living part of community life
and development, and to ensure an opportunity to the future generations
to enjoy the rich heritage of a nation.
To ensure the compatibility of tourism recreational and activity policies
with other national interest in energy development and conservation,
environmental protection and judicial use of natural resources.
4.Government operations: to harmonize to a maximum extent possible all
government activities supporting tourism and recreation, to support the
needs of the general public and private sectors of the industries involved
with tourism and recreation, to take a leadership role of those concerned
with tourism, recreation, and national heritage conservation.
5.International tourism:Different people will define international tourism in
different ways. One way to look at international tourism is in the context of
domestic tourism. In the simplest sense, domestic tourism refers to people
traveling within their own country. In contrast, international tourism refers
to people traveling outside their own country.
But international tourism is much more than simply traveling beyond the
borders of one’s own country. International tourism encompasses all the
services required for the tourist including those in the country of origin, the
destination and the stops made en route. Companies other than airlines or
cruise lines are involved. International tourism integrates many public,
private, and government agencies including airport authorities, border and
custom agencies harbours and ports, and public transaction systems. In
addition, both public and private attractions including lodging operations
have a stake in satisfying the volume of demand of international tourism.
International tourism provides employment for millions of people around
the world. As tourism expands on a global scale .so too will the number of
people employed in tourism related businesses. International travels
benefit the nations through cultural, social and economic exchange. Such
contacts also foster the exchange of ideas which can result in economic
activity and diversification. This is especially the case when tourism
introduces new technologies, encourages foreign investment, and results in
selective relocation of business personnel.
All things considered, tourism is not without cost. It can degrade the
environment as well as dislocate and disrupt societies and cultures. The
development of facilities, transportation systems, and amenities to service
tourists can be very destructive to the environment. Scenic views and
wonders can be destroyed, and the quality of air and water can be
degraded. International tourism can also disrupt local norms and cultures
by importing new manners of dress, codes of conduct and social
interactions that are often very different from those of native culture.

ECO TOURISM

All tourism comprises either mass tourism or alternative tourism. Eco

tourism is another subset of natural area and may combine elements of
both nature based and adventure travel. Eco tourism is responsible is
responsible travel to natural areas which conserves the environment and
improves the welfare of the local people. Principles of eco-tourism: Eco
tourism comprises of a number of inter-related components, all of which
should be present for authentic eco-tourism to occur.
There are five key principles which are fundamental to eco-tourism.
1.Nature Based: Based on natural environment with a focus on its
biological, physical and cultural features.
2.Ecologically Sustainable: All tourism should be sustainable ecologically,
socially and environmentally.
3.Environmentally Educative: It attracts people who wish to interact with
the environment in order to develop their knowledge, awareness and
appreciation of it.
4.Locally Beneficial: It not only benefits the community and the
environment but also improves the quality of tourist experience. Local
communities can provide knowledge, services, facilities and products. 5.
Tourist Satisfaction: Satisfaction of visitors is essential in long term
viability. Visitor’s safety in regard to political stability. The eco-tourism
experience should match or exceed the realistic expectations of the visitor.
Emerging styles of eco-tourism
1.Frontier Eco tourism: It involves individuals or small groups (10 or less)
people who utilize non-motorized forms of transport. E.g., walking or
canoeing.
2.Small Group Eco tourism: Involves individuals or relatively small group
(15 or less) who utilize motorized forms of Transport. E.g., four-wheel drive.
3.Popular Eco tourism: It involves larger number of visitors to, through or
across a country’s best known and most popular natural attractions. It
relies on high capacity mechanized forms of transport. E.g., buses, large
boats.
Eco tourism in India
Though it sounds clichéd, India is one of the most unique countries in the
world. The physical, economic, cultural and religious diversity of India has
always been an enigma for the rest of the world. Hence, people from all
over the world have been attracted to this huge and mysterious land in the
east. With India rapidly emerging as a major economic stronghold, every
sector in the nation is witnessing tremendous growth and development.
One such rapidly growing sector in India is tourism and one of its offshoots
that are drawing tourists from across the globe is ecotourism in India.
Ecotourism in India is a niche industry that has mainly developed in the
past few years. Ecotourism is largely based on the concept of sustained
tourism or eco-friendly tourism. It has often been the case with the tourist
destinations in India where the ecological balance of a fragile area has
degraded drastically due to the pressure of tourism. Hence, the country is
trying to promote tourism in a manner in which it generates considerable
revenue without disturbing the delicate ecosystem in the region. This type
of tourism is extremely essential for India considering that it has one of the
richest biodiversity’s in the world. The nation is blessed with the massive
Himalayan barricade in the north, an extensive peninsula with a rich
coastal line on both sides and rich forests and landscapes that are unique
to the nation of India. Hence, the government is trying to push the concept
of ecotourism so that these rich habitats do not get affected even after the
influx of tourists.
Forms of Ecotourism in India
There are various forms of ecotourism in India that attract an increasing
number of tourists each year. Some of the most prominent forms include
Wildlife tourism, Argo tourism, Village tourism and even Religious tourism.
Of these, wildlife tourism is emerging as one of the most popular forms of
ecotourism in India. India has an unbelievable diversity with respect to
flora and fauna and has some like Kanha, Ranthambore, Kaziranga,
Corbett and Sunderbans. Apart from this, agro tourism is making its own
mark and tourists are flocking to India to get a taste of the rustic rural life
of the countryside.
In the last 20 years India, has opened its doors to international visitors and
is now fostering tourism largely to gain an increase in foreign exchange
earnings to help its economy.
However, India’s tourism infrastructure is barely keeping pace with the
industry increase and problems are evident in accommodation, transport
and personnel sectors. In addition, India has real problem with
environmental pollution and tourist pressures causing substantial damages
to its natural treasures.
India’s focus should be better redirected towards sustainable tourism.
Strong elements in support of this approach include India’s natural and
cultural attractions, its unique blend of natural and cultural environment
and its expertise in small package tours.
Important insights on the tourism industry in India
In 1996, 2.2 million international tourists visited the country. The number
of foreign tourist visits (FTVs) during 2010 was 17.9 million as compared to
14.4 million in 2009 and 2008. This shows an impressive growth of 24.2
per cent over 2009 as compared to a decline of 0.1 per cent in 2009 over
2008.
The Indian tourism industry showed a tremendous growth of 8.9 percent
which is almost double as what was expected to be around 4-5 percent in
2011 by the United Nations World Trade Organization (UNWTO). India also
did well as compared to the other Asian countries as more than 6.29
million tourists visited India last in 2011.
The growth is the sign that India is regaining its position as the most
favored Asian tourist destination. The growth percentage of 8.9 was lower
than 2010’s growth rate of 11.8 but still the total number of tourist of 6.29
million was greater than last year’s 5.78 million. The growth is expected to
increase steadily in 2012. The coming months of 2012 are going to be very
busy for various travel agencies in India as more and more international
tourists will be coming in to see the colourful India.
The top-10 States in terms of number of domestic tourist visits (in millions)
during 2010 were Andhra Pradesh (155.8), Uttar Pradesh (144.8), Tamil
Nadu (111.6), Maharashtra (48.5), Karnataka (38.2), Madhya Pradesh
(38.1), Uttarakhand (30.2), Rajasthan (25.5), West Bengal (21.1) and
Gujarat (18.9). The contribution of the top 10 States was about 85.5 per
cent of the total number of domestic tourist visits during 2010.
Tourism in India is the largest service industry, with a contribution of 6.23%
to the national GDP and 8.78% of the total employment in India. In 2010,
total Foreign Tourist Arrivals (FTA) in India were 5.78 million and India
generated about 200 billion US dollars in 2008 and that is expected to
increase to US$375.5 billion by 2018 at a 9.4% annual growth rate. The
majority of foreign tourists come from USA and UK. Kerala, Tamil Nadu,
Delhi, Uttar Pradesh and Rajasthan are the top five states to receive
inbound tourists. Domestic tourism in the same year was 740 million.
Andhra Pradesh, Uttar Pradesh, Tamil Nadu and Maharashtra received the
big share of these visitors. Ministry of Tourism is the nodal agency to
formulate national policies and programmes.
For the development and promotion of tourism. In the process, the Ministry
consults and collaborates with other stakeholders in the sector including
various Central Ministries/agencies, the state governments and union
territories and the representatives of the private sector. Concerted efforts
are being made to promote new forms of tourism such as rural, cruise,
medical and eco-tourism. The Ministry of Tourism also maintains the
Incredible India campaign.
According to World Travel and Tourism Council, India will be a tourism hot-
spot from 2009 to 2018, having the highest 10-year growth potential. The
Travel & Tourism Competitiveness Report 2007 ranked tourism in India
sixth in terms of price competitiveness and 39th in terms of safety and
security. Despite short- and medium-term setbacks, such as shortage of
hotel rooms, tourism revenues are expected to surge by 42% from 2007 to
2017. India's rich history and its cultural and geographical diversity make
its international tourism appeal large and diverse. It presents heritage and
cultural tourism along with medical, business and sports tourism. India has
one of the largest and fastest growing medical tourism sectors.
WORLD TOURISM ORGANISATION (WTO)
Mission for the New Millennium
The World Tourism Organization (WTO), a specialized agency of the United
Nations, is the leading international organization in the field of tourism. It
serves as a global forum for tourism policy issues and practical source of
tourism know-how.
With its headquarters in Madrid, Spain, the WTO plays a central and
decisive role in promoting the development of responsible, sustainable and
universally accessible tourism, with the aim of contributing to economic
development, international understanding, peace, prosperity and universal
respect for, and observance of, human rights and fundamental freedoms.
In pursuing this aim, the Organization pays particular attention to the
interests of developing countries in the field of tourism.
The WTO plays a catalytic role in promoting technology transfers and
international cooperation, in stimulating and developing public-private
sector partnerships and in encouraging the implementation of the Global
Code of Ethics for Tourism, with a view to ensuring that member countries,
tourist destinations and businesses maximize the positive economic, social
and cultural effects of tourism and fully reap its benefits, while minimizing
its negative social and environmental impacts.
In 2005, the WTO's membership is comprised of 145 countries, seven
territories and more than 300 Affiliate Members representing the private
sector, educational institutions, tourism associations and local tourism
authorities.
Why tourism?
TOURISM FOR PROSPERITY AND PEACE
At the start of the new millennium, tourism is firmly established as the
number one industry in many countries and the fastest-growing economic
sector in terms of foreign exchange earnings and job creation.
International tourism is the world's largest export earner and an important
factor in the balance of payments of most nations.
Tourism has become one of the world's most important sources of
employment. It stimulates enormous investment in infrastructure, most of
which also helps to improve the living conditions of local people. It provides
governments with substantial tax revenues. Most new tourism jobs and
business are created in developing countries, helping to equalize economic
opportunities and keep rural residents from moving to overcrowded cities.
Intercultural awareness and personal friendships fostered through tourism
are a powerful force for improving international understanding and
contributing to peace among all the nations of the world.
The WTO recognizes that tourism can have a negative cultural,
environmental and social impact if it is not responsibly planned, managed
and monitored. The WTO thus encourages governments to play a vital role
in tourism, in partnership with the private sector, local authorities and non-
governmental organizations.
In its belief that tourism can be effectively used to address the problems of
poverty, WTO made a commitment to contribute to the United Nations
Millennium Development Goals through a new initiative to develop
sustainable tourism as a force for poverty elimination. The programme,
known as ST-EP (Sustainable Tourism-Eliminating Poverty), focuses the
longstanding work of both organizations on encouraging sustainable
tourism with a view to alleviating poverty and was implemented in 2003.
HISTORY
More than 75 years of tourism experience
The World Tourism Organization had its beginnings as the International
Congress of Official Tourist Traffic Associations set up in 1925 in The
Hague. It was renamed the International Union of Official Travel
Organizations (IUOTO) after World War II and moved to Geneva. IUOTO was
a technical, non-governmental organization, whose membership at its peak
included 109 National Tourist Organizations (NTOs) and 88 Associate
Members, among them private and public groups. As tourism grew and
became an integral part of the fabric of modern life, its international
dimension increased and national governments started to play an
increasingly important role-their activity covering the whole spectrum from
infrastructure to regulations. By the mid-1960s, it became clear that there
was a need for more effective tools to keep developments under review
and to provide tourism with intergovernmental machinery especially
equipped to deal with the movement of persons, tourism policies and
tourism's impacts.
In 1967, the members of IUOTO called for its transformation into an
intergovernmental body empowered to deal on a worldwide basis with all
matters concerning tourism and to cooperate with other competent
organizations, particularly those of the United Nations' system, such as the
World Health Organization (WHO), UNESCO, and the International Civil
Aviation Organization (ICAO).
A resolution to the same effect was passed in December 1969 by the UN
General Assembly, which recognized the decisive and central role the
transformed IUOTO should play in the field of world tourism in cooperation
with the existing machinery within the UN. Following this resolution, the
WTO's Statutes were ratified in 1974 by the States whose official tourist
organizations were members of IUOTO.
Thus, IUOTO became the World Tourism Organization (WTO) and its first
General Assembly was held in Madrid in May 1975. The Secretariat was
installed in Madrid early the following year at the invitation of the Spanish
Government, which provides a building for the Headquarters.
In 1976, WTO became an executing agency of the United Nations
Development Programme (UNDP) and in 1977, a formal cooperation
agreement was signed with the United Nations itself. In 2003, the WTO
was converted into a specialized agency of the United Nations and
reaffirmed its leading role in international tourism.
Since its early years, WTO's membership and influence in world tourism
have continued to grow. By 2005, its membership included 145 countries,
seven territories and some 350 Affiliate Members, representing the private
sector, educational institutions, tourism associations and local tourism
authorities
Task Force for Destination Management
To reflect the growing decentralization of tourism administration, WTO
formed a task force to focus on issues that are of special concern at the
destination level. Some concerns of the task force include management of
congestion at coastal destinations; economic measurement of tourism at
the local level; destination marketing for cities; information and
communication technologies; human resource development; and risk and
crisis management at individual tourism destinations. The Task Force for
Destination Management meets periodically and acts as an informal
advisory body of WTO, with the aim of encouraging new work in these
areas and identifying ongoing WTO projects that are relevant to tourism
officials working in destination management.
PACIFIC ASIA TRAVEL ASSOCIATION (PATA)
Pacific Asia Travel Association was founded in the year 1951 based in San
Francisco as a non-profit corporation to stimulate interest in the pacific
region as a vacation land and to develop, promote and facilitate travel to
and among many pacific destinations. PATA activities include assisting
small and upcoming destinations to develop their infrastructure, providing
expertise and planning group planning schemes, destinations, hotel
operations and discounts.
INTERNATIONAL AIR TRANSPORT ASSOCIATION (IATA)
The IATA is a voluntary, non-political and democratic organization formed
in 1945 as a result of rapid expansion in the network of international
airlines in the years following the World War II.
WORLD ASSOCIATION OF TRAVEL AGENTS (WATA)
Independent travel agents for the benefit of all travel agencies around the
world created WATA. It helps locally respected agencies combine their
personal touch with the influence gained by global recognition. Since its
foundation in 1949, WATA has become a truly well respected name in the
travel industry worldwide. With over 100 members in more than 50
countries, WATA today has established an international network of travel
agents who enjoy some unique privileges and benefits.
WATA does offer an opportunity to all travel agents who are independent to
be part of a Global Network which gives them a recognized appearance in
all parts of the world; a specific network where everyone is involved in the
daily business, where reaction is quick and flexible, where the services are
personal and excellent and where costs are competitive.
WATA is registered as an association under Swiss Civil Law and is
essentially a non - profit making organization. WATA maintains a
permanent secretariat as its headquarters in Gland - Switzerland - to cover
the association's administrative needs. WATA Headquarters also provides
information, assistance, promotional actions and management of business
development for its members.
PROBLEMS FACED BY TOURISM INDUSTRY
Factors affecting the long-term interest of tourism
- Lack of community participation and awareness of benefits
- Lack of involvement of the rural sector
- Lack of concern for sustainability
Barriers that discourage private investment
- Absence of legislative support
- Lack of policy integration and co-ordination
- Lack of long-term investor-friendly policies
- Heavy and multiple taxes, restrictive aviation and land policies
Factors that affect competitiveness
- Lack of concern for competitiveness
- Complex visa procedures
- Inadequate facilitation services
- Lack of quality infrastructure
- Lack of emphasis on product quality
- Lack of training at the ‘cutting edge’
- Lack of hygiene
- Low utilisation of modern marketing and publicity tools
Approach-Related Barriers
- Absence of consensus on role of tourism
- Lack of priority to tourism on account of unappreciated potential
- Relatively low levels of investment.
- Lack of interest on the part of the state governments
- the primary players
- An unprofessional ad hoc approach
The tourism and hospitality sector has the potential of boosting the GDP to
a higher growth path. Tourism and hospitality sector has demonstrated its
vast potential to generate foreign exchange and investment far more
effectively and gainfully than the industrial and manufacturing sectors.
Hospitality forms an integral part of tourism. Inadequacy of hotel rooms is
a deterrent to growth of tourism. Hence, promoting hospitality is a primary
task, which should be undertaken prior to promoting tourism. There are at
present only 82,114 hotel rooms in India in the approved categories
(recognized by the Ministry of Tourism), as against over 9,00,000 hotel
rooms in China, 3,00,000 in Thailand, 2,50,000 in Indonesia and 1,10,000
in Malaysia.
Hotels provide primary support in the development of the economy by
providing accommodation, which is the basic need along with transport
and other facilities considered. The hotel sector helps in
(i) Generating greater real employment opportunities.
(ii) Developing remote and industrially back ward areas.
(iii) Promotion and development of rural art and culture.
(iv) Earning foreign exchange for the country.
Asia has been fast emerging as a chosen destination among globetrotters.
India has always been a strong contender with its main market sources
being UK, US, Sri Lanka, France, Germany, Canada, Japan, Australia and
Singapore. Rajasthan and Agra in the north, Goa in the west and Kerala in
the south have been attracting overseas travellers from these countries.
India has been a late starter in tourism. However, international arrivals
have grown over the last eight years and have recorded a figure of 2.6
million in 2000 (India Tourist Statistics) – a far cry from 15,000 in 1950.
Majority of these are in the younger age bracket (25–44 years). We are still
far behind China, Hong Kong, Thailand, Dubai and the Maldives. India’s
share in the world tourism has also remained virtually stagnant at 0.38%
for a greater part of the last decade.
Statistics reveal that the average stay of an international traveller to India
has been 31.2 days. This indicates that the character of the average visitor
is a serious minder and studious explorer of history and culture. This is also
the way India has been promoted overseas. Interestingly over 63.3 million
tourist days do not find reflection in corresponding hotel room nights.
There exists a hidden dimension to Indian tourism that has figured little in
the policy planning of most industry players. This is the rise of domestic
tourism. Over the last 10 – 12 years, there has been an increase of over
100 million travellers. Today, we have over 176 million visitors who travel
within India. This is a by-product of economic development. People are
using their disposable income to travel. A significant amount of this is for
religious purposes, but a lot of it can be attributed to sightseeing. As the
earnings are going up, people are looking for better and often more
expensive methods of travel and accommodation.
Future requirement of hotel accommodation during the Tenth Five-Year
Plan is estimated at 1, 25,000 rooms in the approved categories from the
80,000 or so rooms that exist currently.
Tourism has been the second largest contributor to Indian economy. A start
has been made and some steps have been taken to improve the situation.
The new aviation policy will hopefully attract serious private foreign players.
Indian skies are being opened up. The recent opening of the international
air-routes to the Indian Private airlines viz. The Jet Airways and Air Sahara
will help in accelerating the growth of the tourism sector. Efforts are being
made to privatize national carriers - Indian Airlines and Air-India. The
proposed dismantling of FIB (Foreign Investment Board) will lead to a more
investment-friendly climate.
HOTEL ASSOCIATION OF INDIA (HAI)
Established in the year 1996, the Hotel Association of India (HAI) is the
apex organization of the hospitality industry in India, It represents the
entire cross section of the hotel industry ranging from small, medium and
large hotels to exclusive stand - alone hotels and the major hotel groups.
HAI's Executive Committee is a combination of the commitment and
experience of the Hotel owners and the professionalism of hotel-managers.
It has, in its fold, doyens of Indian Hotel Industry, as well as young and
emerging hotelier, determined to shape a better tomorrow for the tourism
industry.
HAI has an impressive membership of over 260 Hotels. The membership
includes 1 star to 5 Star Deluxe Category Hotels, Heritage Hotels as well as
Public Sector and Government owned Hotels.
HAI's mission is to secure, for the hotel industry, its due place in India's
economy; project its role as a contributor to employment generation and
sustainable economic and social development; highlight its crucial role in
the service of tourism industry as the largest net foreign exchange earner;
help raise the standards of hoteliering and to build an image for this
industry both within and outside the country.
HAI is committed to the attainment of the following objectives:
 To create through a communication programme an awareness of
the particular significance of the hotel industry in contributing to
general economic development and employment.
 To secure for the hotel industry its true status as a core
infrastructure industry.
 To serve the members by establishing a Data Bank to provide
timely information, data, advisory and research services.
 To formulate strategies, in the areas of land, finance, taxation,
training procedure and legislation to accelerate growth.
 To interface with Central and State Governments and other
authorities on issues concerning the hotel industry.
 To synergize with all segments of the hotel industry and apex bodies
of the tourism sector in India and overseas and work for the creation
of a common platform.
 To facilitate the industry in achieving higher standards and
increasing customer satisfaction.
 To draw up a code of conduct for the industry.
FEDERATION OF HOTEL & RESTAURANT ASSOCIATION OF INDIA (FHRAI)
The apex Hospitality trade association of India based in New Delhi. We
provide a constant interface between industry, political leadership, policy
formulation, academics and other stakeholders. We are committed to
adding value to our services and enhance the quality of benefits to our
members. We Promote member’s business nationally and internationally.
We find out the latest International and national trends, news, best
practices and statistics. Keep our members updated on latest government
circulars, notifications and legal issues. Help our members in building
capacity in the industry and develop Human resource potential for future.
Dept. of Tourism - HRACC
The Department of Tourism approves hotel projects from the point of view
of their suitability for international tourists. Various incentives and benefits
are linked to such approvals. The Department of Tourism has also
formulated guidelines for approval of Convention Centres, Standalone Air /
Flight catering Units in order to further standardize the services available in
these tourism units.
The Hotel and Restaurant Approval and Classification Committee (HRACC),
set up by the Department of Tourism, classify the functioning hotels under
the star system into six categories from one to 5-Star Deluxe. A new
category of Heritage Hotels has also been introduced since 1994. The
Department also re-classifies these hotels after every four years to ensure
that these hotels maintain the requisite standards. The Committee set up
for the purpose has representatives from Department of Tourism,
Government of India, State Governments and hotel and travel industry
associations.
The classification of hotels is an ongoing process. To speed up the work of
classification / reclassification of functioning hotels, in one to three star
categories, five Region Committees have also been set up in Delhi,
Kolkata, Guwahati and Chennai.
Heritage Hotels
The concept of Heritage Hotels was introduced with a view to convert the
old palaces, havelies, castles, forts and residences built prior to 1950 into
accommodation units as these traditional structures reflect the ambience
and lifestyle of the bygone era and are immensely popular with the
tourists. The scheme is aimed at ensuring that such properties, landmarks
of our heritage are not lost due to decay but become financially viable
properties providing additional room capacity for the tourists.

Udai vilas palace-Udaipur

The Heritage Hotels have also been sub-classified in the following
categories:
Heritage: This category covers hotels in residences / havelies / hunting
lodges / castles / forts / palaces built prior to 1950 but after 1935.
Heritage Classic: This category covers hotels in residences / havelies /
Hunting lodges / castles / forts / places built prior to 1935 but after 1920.
Heritage Grand: This category covers hotels in residences / havelies /
hunting lodges / castles / forts / palaces built prior to 1920
HOSPITALITY - ORIGIN, EVOLUTION AND GROWTH

The hotel industry is undergoing many changes the demand for hotels is
affected as the economic fortune of countries, region, cities rise and fall.
Each year companies and hotel change ownership and new companies &
brands enter the market place. Brand names that are popular today may
not be there in the next decade. For example: the popular ITDC chain of
hotels has been diluted over time with change of ownership and new
brands taking over.
Origin
No one knows exactly when the first inns opened: but certainly the first inns
were private homes that offered accommodations to travellers. By 500 BC
ancient cites in Greece, Egypt, China, had a number of establishment that
offered food and drink as well as beds to travellers. In France, large
building that had rooms to let by the day, week, or longer were called ‘hotel
garni’. The word ‘hotel’ was first used in England in about 1760 by the Fifth
Duke of Devonshire to name a lodging establishment in London.
In 1794 the first hotel in the United States opened – the 70-room city hotel
in Broadway in New York City. Over the decades, names like, Cesar Ritz
(France), Ellsworth Statler, Conrad Hilton, Ernest Henderson (of the
Sheraton chain), Kemmons Wilson (of the Holiday Inn chain) are
anonymous with the growth and development of the hotel industry.
While development was in full swing in the new world, India still under the
British rule was ignorant to all these progress but for one man. JRD Tata
founded the first hotel in India with the opening of ‘Taj Mahal’, Mumbai in
1904. MS Oberoi on the other hand launched the Oberoi chain under East
India Company and in independent India chains such as ITC Windsor
Sheraton, the Leela group, ITDC, The Park, The Grand, Clarke group;
Mahindra hospitality pioneered the hospitality sector.
Evolution &growth
The hospitality industry is a part of a larger enterprise known as travel and
tourism industry. The travel and tourism industry is a vast group of
business with one goal in common: “Providing necessary or desired
services to travellers”. Advances in transportation enabled more people to
travel greater distances at less cost spreading tourism across the globe.
From modest origins, hospitality and tourism rose to become two of the
largest worldwide industries. Warriors or traders were the early travellers
but they did not have hotels to accommodate them. The warriors used
tents but the merchants seeking to trade tools, clothing and livestock,
traded merchandise for lodging. The inns offered little more than a cot or a
bench in the corner of a room or a stable. Most of them were private
residences that offered temporary residence or lodging to strangers.
Guests stayed in large communal rooms where sanitation and privacy were
non-existent.
After the establishment of money in 6th century BC, inn keeping was one
of the first commercial enterprises and hospitality was one of the first
services for which money was exchanged. In the third century AD, Roman
Empire developed an extensive system of brick paved roads throughout
Europe and Asia minor. Small road side lodges were constructed due to
increase in the road transport. During the Industrial Revolution in 1700s,
the Europeans began to combine food and beverage service with lodging.
No attention was
given to sanitation and beds as well as rooms had to be shared with other
travellers. These early European inns were unsuitable for aristocrats. To
accommodate wealthy travellers, luxurious structures were erected. These
offered private rooms, individual sanitation and all comforts of a European
castle. These elegant new establishments adopted the French name for
mansion, ‘hotel’. The rates they charged were very high and well beyond
the means of common citizens. In colonial America, inns were modelled
after European inns. Beds and rooms had to be shared with strangers.
Throughout 1800s, American innkeepers improved their services and
continued to build larger properties. Most of these were located in seaport
town since sea transport was very widely used mode or travel and transport
then. The first American hotel the ‘City Hotel’ opened in 1794 in the New
York City. It was one of the largest buildings in the city and was built
exclusively for hotel purpose. It had 73 guest rooms. ‘Adelphi Hotel’ in New
York was the first high-rise structure in the city.
In 1829, a large new hotel was constructed in Boston. ‘Tremont House’ was
the earliest first class hotel in America and brought revolution in the
hospitality industry. This hotel was the first to offer private rooms with
locking doors. Each guest room had a wash basin and a water pitcher and
a bar of soap. Other innovations included a full-time service staff, a French
restaurant which was located in the lobby, etc. These American hotels
became important social centres and unlike their European counterparts,
welcomed anyone who could afford the reasonable rates. Meanwhile in
Europe, sanitary lodging continued to be regarded as a privilege to be
enjoyed only by the aristocracy. But in democratic America clean and
comfortable accommodation was available to any middle-class worker or
family. In early 1900s, a new type of traveller entered the picture, the
traveling businessman. For him the world class hotels were too expensive
and the old-style inns too unsanitary. A new type of lodging establishment
was opened for these types of guests - ‘Commercial hotels’. It was opened
by Mr. E. M. Statler, at Buffalo, New York, in Jan. 1908. It was the beginning
of the chain hotel concept. This hotel provided private sanitary rooms with
private bathroom. The guest received a pitcher of ice water and morning
newspaper every day. “A room and a bath for a dollar and a half” was well
known among American travellers. The great Depression nearly wiped out
the hotel industry. But one hotel operator, Conrad Hilton, managed to stay
afloat as a result of his oil and gas investments. Around 1940 - 1950, the
Hilton Hotel Corporation built or bought numerous luxury hotels around the
world and competed with the largest hotel chains of the time Sheraton and
Statler.
With the end of World War II, the hotel industry unexpectedly entered a
new era of prosperity, Americans began traveling as never before. With an
automobile in every garage, Americans began touring the country with
their families. For this new type of traveller - the vacationing family unit –
the formality of a traditional hotel was inappropriate. Families traveling in
their cars needed casual lodging that was accessible from major highways
and had ample facilities for parking. The early these properties were small
and had fewer than 50 rooms. Most of them were owned and operated by
a couple and were called Mom and Pop properties. By 1960, the motor
hotel or the motel had become a permanent and influential part of the
hospitality industry. By this time the motels had over 100 rooms with a
separate parking space for each unit.
In 1960s, a new type of lodging outlet - the economy, or budget hotel
entered the picture. These lodging establishments sold only room space
without F & B service. To save on construction cost, the economy hotels
were built on inexpensive land and had small lobbies. They also hired
minimum staff. By minimizing costs the budget hotels were able to give
much lower room rates than their competitors. The first successful
economy hotel, ‘Travelodge’, opened in Tacoma, Washington, in 1956 but
the chain expanded nationwide by 1966. By early 1970s the idea of low
rate motel/s hotels had captured the imagination of investors mini bars
are the standard amenities of most budget hotels. These hotels / motels
are also called as no-frills hotels.
In 1960’s the development of new locations fuelled the expansion of the
hotel industry. Prior to that time hotels were built primarily in city centre
and resort areas as commerce and industry spread from urban centre’s to
rural suburban and airport locations, hotel companies like Hilton, Sheraton,
Marriot recognized opportunities to develop their brands in these new
location.
In the 1970’s intense competition among established and emerging hotel
chains created a need for chains to better differentiate their product. Some
did this with architecture and décor. For example, the atrium lobby became
the Hyatt’s signature of its regency brand. Hotel Company adopts
distinctive motifs- Ritz Carlton décor was traditions, Hyatt’s was
contemporary.
By 1973, the no. of travellers staying in motels surpassed the no. of people
staying in full-service hotels. To compete with these low end properties,
mid-market hotel chains introduced their own limited service hotels. These
hotels combined some of the features of the full service hotels with the
cost saving of the budget hotels / motels. E.g. Holiday created the limited
service Hampton Inn chain and Marriott created Courtyard hotels. In these
hotels all the rooms have separate living and sleeping areas. The lodging
trend of the 1990s is towards expanded services made possible through
consolidation of responsibilities. Guest services departments are found in
hotels of all classes. These departments combine services that traditionally
were performed by bell or door attendant, a concierge and an in house
travel agent. Two new concepts in the hotel industry are ‘The All Suite
Hotels’ and ‘The Residential Hotels’.
Pampering the hotel guests was the strategy of the 1980’s, room and
bathroom amenities specialties soaps, sewing kits,, mouth wash,
shampoo, and a variety of other personal care items could be found in
most hotels whatever the rate category. Of course the higher rate hotel
provided the most elaborate amenity package. Some first class and luxury
hotels set aside one or more guest floors as club area.
For higher rate club guest could enjoy a number of special services
including an exclusive club desk for check in and checkout and
complimentary, afternoon tea, evening cocktails and before bed snacks
served in the clubs private lounge. Exercise room even complete spa
facilities were added to many hotels to satisfy travellers growing interest in
physical fitness. Hotels with predominantly business traveller markets
added business centre to provide secretarial and translating services as
well as computer and fax facilities. In the early 90’s the concept of quality
service as a differentiating factor came to the forth. Hotel companies
implemented quality assurance program and referred to the quality of
service in their advertising, as the 1990’s progresses, the industry
emphasized innovation and new business strategies. Segmentation was
one of the most important strategies implemented by many hotel chains to
increase their market share.
At the end of the 20th century and the beginning of the 21st, mergers,
acquisitions and joint ventures changed lodgings competitive environment
globally. In India for example, The Oberoi tower in Mumbai tied up with
Hilton International.
BRIEF INTRODUCTION TO HOTEL’S CORE AREAS WITH SPECIAL
REFERENCE TO FRONT OFFICE
In order to attract and serve the guests and make a reasonable profit,
hotels are organized into functional areas or divisions based on the
services it provides. Within each division, there are specialized functions.
The rooms division handles reservations, check-ins and check-out activities,
housekeeping tasks, and bell desk and telecommunication services. The
food and beverage department takes care of restaurants & rooms food
services, lounge service and so on.
The divisions in a hotel can be categorized as revenue centres or cost
centres. Revenue centres generate income for the hotel through the sale of
services or products to guests. Cost centres, also known as support centres,
do not generate revenue directly; instead, they support the proper
functioning of revenue centres.
Revenue Centres Cost Centres
Rooms Marketing
Food & beverage Engineering
Communications Accounting
Fitness & Recreation facilities Human resources
Travel desk/space rental Security Stores/Purchase
Laundry Security

CLASSIFICATION OF HOTELS
(A) ON THE BASIS OFOWNERSHIP

(B)ON THE BASIS OF PRICE/LEVEL OF SERVICE

(C)ON THE BASIS OF SIZE
(D)ON THE BASIS OF LOCATION AND CLIENTLE
 (E)ON THE BASIS OF STAR
(F)OTHER CATEGORIES
(G)DIFERENT COUNTRIES CLASSIFICATION

CLASSIFICATION ON THE BASIS OF OWNERSHIP

Hotels can be categorized by ownership. There are six different ways hotels
can be owned and operated
 Independently owned and operated
 Independently owned but leased to an operator
 Owned by a single entity or group that has hired a hotel
 ManagementCompany to operate the property.
 Owned and operated by a chain
 Owned by an independent investor or group and operated by a chain
 Owned by an individual group and operated as a franchise of a chain
An independent hotel is not connected with any established hotel company
and is owned by individual or group investors. A management company
contracts with hotel owners to operate their hotels. The management
company may or may not have any of its own funds invested. It is usually
paid by a combination of fees plus a share of revenues and profits. A hotel
chain is a group of affiliated hotels.
ty
Example: The Capitol, Bangalore, the Imperial, New Delhi
A franchise is the authorization granted by a hotel chain to an individual
hotel to use the chain’s trade mark, operating systems, and reservation
system in return for a percentage of hotel revenues plus certain other fees,
such as advertising fees. A franchiser is the party granting the franchise:
holiday inn worldwide is an example of franchisor. A franchisee is the party
granted the franchise. Franchising in the hospitality industry is a concept
that allows a company to expand more rapidly by using other people’s
money than if it had to acquire its own financing. the company or
franchisor gets certain rights: for example to use its trademark, signs,
proven operating systems, operating procedures and possible reservation
system ,marketing know-how, purchasing discounts and so on for a fee. In
return the franchisee agrees by signing the franchise contract to operate
the restaurant, hotel and so on in accordance with the guidelines set by the
franchisor. Franchising is a way of doing business that benefits both the
franchisor –who wants to expand the business rapidly- and the franchisee
that has a financial backing but lacks specific expertise and recognition.
The benefits to the franchisee are as follows:
 A set of plans and specifications from which to build
 National advertising
 Centralized reservation system
 Participation in volume discount in purchasing furnishings, fixtures
and equipment.
The benefits to the franchise company are as follows:
 Increased market share/recognition
 Upfront fees
Example: Le Meridien, Holiday inn
There are also referral systems. Referral systems tend to be made up of
independent properties or small chains that have grouped together for
common marketing purpose. Marketing consortiumsor referral
associations offer similar benefits to properties such as franchises, albeit
at a lower cost. Hotels and motels with a referral association share a
centralized reservation system and a common image, logo as well as
management training and continuing training programs. A referral group
consists of a number of properties, independently owned and operated,
that join under a common identity while maintaining their autonomy. They
do this for one or more of the following reasons:
 To operate a reservation system.
 To publish joint brochures
 To share advertising
 To refer business to each other
 To refer trained staff to each other
 To take advantage of joint purchasing power
 To maintain sales offices in major traffic centres
The referral associations offer some of the same benefits as franchises,
but at much lower costs. A referral association may provide the
independent hotel with increased visibility, marketing and buying power,
without the necessity of giving up control or ownership. Hotel and motels
within a referral association share a CRS and a common image, logo, or
advertising slogan. The referral association publishes a membership
directory, usually given away free to interested guest. In addition the
referral association may offer group buying discounts to members, as well
as management training and continuing education programs, hotels pay
initial fee to join the referral association and an annual membership fee.
Generally this fee is much less than that paid to become a member of the
hotel franchise system.
Common Reservation Systems, standardized quality, joint advertising and
a recognizable logo were still are the limited objectives of the most referral
groups.
Chain hotels
Hotel chains account for a large percentage of the world’s hotel room
inventory. Some of the world’s best hotel rooms are managed by chains.

Example: TAJ GROUP OF HOTELS, ITC CHAIN OF HOTELS

HOTELS CLASSIFED BY PRICE/ LEVELS OF SERVICE:

Depending on the standard of service provided the hotels are classified as:
a) World class service hotels (Pertaining to all the 5 star and 5 star deluxe
hotels)
World class service: - These are also called luxury hotels; they target top
business executives, entertainment celebrities, high- ranking political
figures, and wealthy clientele as their primary markets. They provide
upscale restaurants and lounges, concierge services and also private dining
facilities. Guestrooms are oversized, heated and plush bath towels, large
soaps bars, shampoo, shower caps and all amenities. Housekeeping
services are given two times a day including turndown service. Above all
luxury hotels give personalized service to the guest and have a relatively
high ration of staff members to guests.
b) Mid ranged service hotels (Pertaining to all the 3 star and 4 star hotels)
Mid-Range Service: - Hotels offering mid-range service appeal to the largest
segment of the travelling public. This kind of hotels does not provide
elaborate service and have adequate staffing. They also provide uniformed
service, food and beverage room service, in room entertainment's and also
Wi-Fi. Property may offer a specialty restaurant, coffee shop and lounge
that cater to visitors as well as hotel guests. Types of guests who like to
stay at these hotels are business people, individual travellers, and families.
Rates are lower than luxury hotels as they provide fewer services, smaller
rooms and a smaller range of facilities and recreational activities.

c) Economy / limited service / No. frills hotels (Pertaining to all the 1 star
and 2 star hotels)
Economy / Limited Service: These hotels provide clean, comfortable, safe,
inexpensive rooms and meet the basic need of guests. Economy hotels
appeal primarily to budget minded travellers who wants a room with
minimum services and amenities required for comfortable stay, without
unnecessary paying additional cost for costly services. The cliental of these
hotels include families with children, travelling business people,
backpackers, vacationer’s retirees etc. These types of hotels might not
offer food and beverage facilities. Hotel star ratings are systems that rank
hotels according to quality. Star rating systems are intended to serve as
guidelines for guests who are making hotel reservations. While star ratings
can be helpful when booking hotels rooms, there is no standardized star
rating system.

HOTELS CLASSIFIED BASED ON SIZE

Size or the number of guest rooms in a property gives us one common way
to categorize hotels. Hotels may be broadly grouped as under:
 Under 150 rooms
 150 to 299 rooms
 300 to 600 rooms
 More than 600 rooms
BASED ON LOCATION & CLIENTELE
Commercial Hotel these hotels are located in downtown or business
district–areas that are convenient and of interest to their target markets.
And cater primarily to the business traveller. These are also referred to as
transient hotels because of the relatively short length of guest stays
compared with other hotels. Such of these hotels have full service facilities
with coffee shop as well as other restaurants, bar or cocktail lounge, room
service, laundry, valet service, business centre, gift shop and health club
facilities. These are the type of hotels which provides lodging, meals and
other services typically target business clientele, but also for travellers and
other paying guests. These hotels usually provide services of a Business
Centre and they may also have a Business floor/ Club Floor services of
which are offered to their guests.
i.Location - Commercial area, down town areas, business districts & also in
the heart of the city.
ii.Clientele - Businessmen or corporate.
iii.Services / Facilities - Good communication room’s conference rooms &
also secretarial services. They also have highly specialized Business
Centre’s.
Services offered in a business centre include: Lounge with reception area,
sitting area, with newspaper, national & international, magazines,
televisions, Reuters, Conference Rooms ranging from capacity of 2 to 25
people, Secretarial Services, Stationary, Photo Copier, Fax, Binding,
Lamination, Interpreters can also be arranged. Computers & internet
connectivity also a guest can hire mobile phones & laptops from business
centres. It may also have a small library.
Services offered in a business floor/ club floor include: They may have 2
phone lines, Fax Machine, Coffee Maker, Internet Facilities, Business Kit &
Large Study Table , Mostly junior suites , Separate reception to save time
c/a club lounge or club reception area. These are mainly for Businessmen
Lounge may serve breakfast, high tea & cocktails too.
Example: Taj Residency &the Oberoi Bangalore
Resorts
Resort hotels are generally found in destinations that are desirable
vacation spots because of their climate, scenery, recreational attractions,
or historic interest. Mountains and seashore are favourite locales. Resorts
provide a comprehensive array of recreational amenities, depending on the
geographic location. A Variety of f &b outlets is available, ranging from
informal to fine-dining restaurants. Usually hotels located at hill stations,
beaches, lakes, backwater, forest belt, etc. are termed as resorts.

Example: Fort Aguada Beach Resort, Goa

Airport hotels
Many airport hotels enjoy a very high occupancy because of the large
number or travellers arriving and departing from major airports. The guest
mix in airport hotels consists of business, group, and leisure travellers.
Passengers of late flights may stay over at the airport hotel while others
wait while waiting for the flights. Airport hotels are generally full service. To
care for the needs of guests who may still feel as if they are different time
zones, room service and restaurant timing may be extended, even offered
twenty four hours. Convenient locations, economical prices, easy and less
costly transportation costs to and from the airport are some reasons why
airport hotels are becoming intelligent choices for the business travellers.
Motel
Freeway hotels and motels came into prominence in the 1950s and
1960s.the travellers needed a convenient place to stay that was
reasonably priced with few frills. Guest could simply drive up, park outside
the office, register, and rent a room .over the years more facilities were
added: lounges, restaurants, pools, game rooms etc.
Floatel
Floating Accommodation & other allied hospitality services situated on
water bodies.

Example: Cruise liners, shikaras (house boats)

Rotel
Hotel facilities available on wheels such as a train, caravan.

Example: Palace on wheels

STAR CLASSIFICATION

One star
Typically smaller hotels managed by the proprietor. The hotel is often has a
more personal atmosphere. It is usually located near affordable
attractions, major intersections and convenient to public transportation.
Furnishings and facilities are clean but basic. Most will not a restaurant on
site but are usually within walking distance to some good low priced dining.
 The hotel should have at least 10 lettable bed rooms of which at
least 25% should have attached bathrooms with a bathroom for
every four of the remaining rooms.
 At least 25% of the bathrooms should have the western style WCs.
 Receptions counter with a telephone and a telephone for the use of
guests and visitors.

Two star
Usually denotes independent and name brand hotel chains with a
reputation for offering consistent quality amenities. The hotel is usually
small to medium sized and conveniently located to moderately priced
attractions. The facilities typically include telephones and TVs in the bed
room some hotels offer limited restaurant service. Somehow room service
and bell service are not usually provided.
 The hotel should have at least 10 lettable bed rooms of which at
least 75% should have attached bathrooms and showers with a
bathroom for every four of the remaining rooms.
 25% of the rooms should have AC.
 Receptions counter with a telephone
 Telephone on each floor if the rooms do not have a telephone each.
 Supervisory staff must understand English.
  Laundry and dry cleaning services.
Three star
Typically these hotels offer spacious accommodations that include well-
appointed rooms, decorated lobbies. Bell desk services are generally not
available. They are often located near major express ways or business
areas, convenient to shopping and moderate to high priced attractions. The
hotels usually feature medium sized restaurants they typically offer
breakfast through dinner. Room service availability may vary. Valet
parking, fitness centers, pools are often provided.
The hotel should have at least 20 lettable bed rooms of which all should
have attached bathrooms and tubs/showers.
 At least 50% of the rooms should be AC.
 Reception and information counter, book stall, travel agency, safe
deposit etc.
 Telephone in each room and one for the use of visitors.
 Good quality Indian and continental food
 Senior staff must possess a good knowledge of English.
Four star
Mostly large formal hotels with reception areas, front desk service, and bell
desk service. The hotels are usually located near shopping, dining, and
other major attractions. The level of service is well above average. And the
rooms are well lit and well furnished. Restaurant dining is usually available
and is having more than one choice. Some properties will offer continental
breakfast and /or happy hour delicacies. Room service is usually available
during most hours. Valet parking, concierge service, fitness centers, pools
are often provided.
 Hotel must have 25 lettable rooms and all with attaché bathrooms
with shower cubicle/bath tub
 Should have a recognized travel agency, book stall, safe deposit
facilities, left luggage etc.
Five star
These are hotels that offer only the highest level of accommodations and
services. The properties offer a high degree of personal service. Although
most five star hotels are large properties, sometimes the small
independent (non-chain) property offers an elegant intimacy that cannot be
achieved in larger setting. The hotel locations can vary from the exclusive
location of suburban area to heart of the city. The hotel lobbies are
sumptuous, the rooms complete with stylish furnishings, and high quality
linen. The amenities often include DVD players, Jacuzzis and more. The
hotels feature up to three restaurants with exquisite menus. Room service
is also available 24 hours a day. Fitness centers, valet parking are typically
available. A concierge is also available to assist you.
 Architectural features and general construction of the hotel building
should be distinctive
 Adequate parking space for cars.
 Hotel must have at least 25 lettable; rooms with modern shower
chambers.
 All guest areas should be air-conditioned
 Adequate number of efficient lifts. 24 hours reception, cash and
information counter
Example :ITC hotel Maurya Sheraton &towers, New Delhi

OTHER HOTEL CATEGORIES

Casino Hotels
Casino hotels and resorts differ significantly in their operation compared to
most hotels. In casino hotels and resorts, gaming operations are the major
revenue centres. Most of these are in Las Vegas. The casino industry is now
coming into the financial main stream to the point that as a significant
segment of the entertainment industry especially in the US. Casino hotels
are leaning towards making their hotels into “family friendly”
They have baby sitters available at any point of the day, children’s
attractions ranging from parks to circuses and museums, and kid’s menus
in the restaurant. for adults in addition to gaming health spas for
relaxation, dance clubs, and dazzling shows are available.
Example: Las Vegas Hilton Hotel & Casino, MGM Grand, Flaming Hilton in
Las Vegas
Heritage Hotels
The concept of Heritage Hotels was introduced with a view to convert the
old palaces, havelies, castles, forts and residences built prior to 1950 into
accommodation units as these traditional structures reflect the ambience
and lifestyle of the bygone era and are immensely popular with the
tourists. The scheme is aimed at ensuring that such properties, landmarks
of our heritage are not lost due to decay but become financially viable
properties providing additional room capacity for the tourists.
The Heritage Hotels have also been sub-classified in the following
categories:
Heritage: This category covers hotels in residences / havelies / hunting
lodges / castles / forts / palaces built prior to 1950 but after 1935.
Heritage Classic: This category covers hotels in residences / havelies /
Hunting lodges / castles / forts / places built prior to 1935 but after 1920.
Heritage Grand: This category covers hotels in residences / havelies /
hunting lodges / castles / forts / palaces built prior to 1920.
Till the end of March 2002, as many as 69 properties have been classified
as Heritage Hotels providing a room capacity of 1810 rooms. Guidelines
have also been formulated for conversion of heritage properties into
heritage hotels and their approval at project planning stage.
Example: Usha Kiran Palace, Gwalior, Lalitha Mahal Palace, Mysore.
Rambagh Palace, Jaipur, Lake Pichola hotel, Udaipur
Boutique Hotels
Boutique hotels span all price segments and are noticeably different in
look and feel from traditional lodging properties interior design styles in
boutique hotels range from postmodern to homey. Soft attributes, such
and image and atmosphere, typically distinguish these properties.
Traveller’s desires to be trendy, affluent and artistic tie into boutique
themes.
Example: The Park, Bangalore, the Park, Kolkata
All-Suite Hotels
All-suite hotels became known as a separate category in the 1970s.guest
rooms is larger than the normal hotel room usually containing more than
500 square feet. A living area or parlour is typically separate from the
bedroom, with some properties offering kitchen areas. All-suite hotels can
be found in urban, sub-urban and even residential locations. The amenities
and services can vary widely in this type of hotels.
All-suite hotels were originally positioned to attract extended stay
travellers, but they roved popular with other kinds of travellers as well. An
all-suite hotel gave guest more private space.
Example: Residence Inns, Fairfield Suites & Town-Place Suites by the
Marriot chain.
Convention Hotels
Convention hotels are large with 500 or more guest rooms. These
properties offer extensive meeting and function space, typically including
large ball rooms and even exhibition areas. Food and beverage operations
tend to be extensive, with several restaurants and lounges, banquet
facilities and room service. Convention hotels are often in close proximity
to convention centers and other convention hotels, providing facilities for
city wide conventions and trade shows. These hotels have many banquet
areas within and around the hotel complex. These hotels have a high
percentage of double occupancies. Convention hotels may also offer a
concierge floor to cater to individual guest needs. Round the clock room
service, an in house laundry, a business center, a travel desk, and an
airport shuttle service are other amenities found in convention hotels.
Conference Hotels and Centres
Although all hotels with meeting facilities compete for conferences there
are specialized hotels that almost exclusively book conferences, executive
meetings, and training seminars. While they provide most of the facilities
found at the conventional hotels, conference centers are built to provide
living and conference facilities without any outside distractions that might
detract from hotels held in ordinary hotels.
Alternative Lodging Options
Besides hotels, these are several other types of lodging establishments
which compete for business and leisure travellers. Recreational vehicle
parks, campgrounds, and mobile home parks are somewhat like hotels
since they involve the rental of space for overnight accommodations
Another form of alternative lodging is the corporate lodging business very
commonly known as serviced apartments. These are designed for guests
wishing to stay for longer periods, sometimes up to six months or longer.
While hotels are usually designed for guests staying from one to ten nights,
corporate lodging is better suited to guests with very long stay
requirements. Instead of using hotels or hotel buildings, corporate lodging
usually provides fully furnished apartments for guests. The service provider
rents the apartment, provides furniture and house wares, and provides
housekeeping and other services to the guests. Corporate lodging is usually
cost competitive with hotels, since apartments can be rented and furnished
by the owner or the service provide for a lower daily cost than that incurred
by hotels.
Example: Stay and Work, Bangalore,
Another example of alternative lodging is the
Cruise ship industry. Cruise ships have become major competition for
resorts. They offer many amenities offered similarly at island resorts, while
having the unique advantage of moving from island to island as part of the
experience. Modern cruise ships offer all the advantages of resort hotels.
they are equipped with many modern convenience such as ship to shore
telephones, satellite television, fitness centers, movie theatres, multiple
dining and cocktail lounge facilities, spas, casinos, shopping, and of course
novelty to waking up in different location at every morning. Some cruise
ships now even offer conference facilities for corporate or association
meetings.
Example: Carnival Cruise liners, Caribbean Cruise liners, Norwegian cruise
liners.
HRACC (Hotel and Restaurant and Classification Committee)
This is an association which is run under the Government of India, which
classifies star ratings to hotels and restaurants in the country.
HOTREC (Hotels, Restaurants & Cafés in Europe)
This is an umbrella organization which consists of 39 hotels Associations in
24 European countries. On 14 September 2009, classification system
called “Hotelstars Union” was established to classify hotels. The ratings
range from 1 black star to 5 black stars. In South Africa it is the Tourist
grading council of South Africa that administers the system.
In North America, Forbes Travel Guide reviews are considered “the” star
rating. Forbes Travel Guide (formally known as the Mobil Travel Guide). In
2011, Forbes Travel Guide published its last set of guidebooks and on
November 15, 2011, launched its new online website,
http://www.startle.com/ which covers more than 250 international
destinations, including Hong Kong, Macau, Beijing, Singapore, Shanghai
and London.
In the U.S., theAmerican Automobile Association (known to most as AAA)
rates hotels and restaurants using a diamond system. An establishment
applies to AAA to be reviewed for Diamond status, and if AAA agrees to
take a look at the property, an inspector arrives unannounced and tours
the property. If things meet the company’s criteria, the property becomes
“AAA Approved” indicating the property meets the basic needs of AAA
members -- AAA does not approve poor quality hotels. However, people
want various levels of luxury and service, so AAA also rates properties on a
1-5 diamond scale.
In Britain the Automobile Association, (AA) has a classification system. In
addition to the usual black stars (ranging from one (the lowest) to five (the
highest), the AA awards red stars to the highest-rated hotels in the Britain. ·
Mexico Hotels promote themselves using a ranking of stars, diamonds or
circles, from 1 to 5 (Plus an additional notation called “Grand Turismo”
which is basically a 6th star)
· World Hotel Rating (WHR)project, which notably aims to set international
classification standards and rating criteria along the lines of a world star-
rating system. It will also establish an information platform on the hotel
industry which will be multilingual and multicultural. WHR intends to play a
key role in the development of quality hotel services, as well as equitable
and sustainable tourism, and the protection of the world's cultural and
natural heritage.

TYPES OF ROOMS
Single room: A single rooms has one single bed for single occupancy. The
size of the bed is normally 3 feet by 6feet.
Twin Room: A twin room has two single beds for double occupancy.
Double Room: A double room has one double bed for double occupancy.
The size of double bed is 4.5feet to 6 feet.
Triple: A triple room has three separate single beds and can be occupied by
three guests. This type of room is suitable for groups and delegates of
meeting and conferences.
Quad: A quad room has four separate single beds and can accommodate
four persons together in the same room.
Hollywood Twin Room: It has 2 single beds with a common headboard. This
type of room is generally occupied by two guests.
Double-Double Room: A double –double room has two double beds and is
normally preferred by a family or group as it can accommodate four
persons together.
King Room: A king room has a king size bed. The size of the bed is 6feet by
6 feet.
Queen room: A queen room has queen size bed. The size of the bed is 5
feet by 6 feet.
Interconnecting Rooms: Interconnected rooms have a common wall and a
door that connects the two rooms. This allows guest to access any of the
two rooms without passing through a public area. This type of rooms is a
deal for families and crew members.
Adjoining Room: An adjoining room shares a wall with another hotel room
but is not connected by a door.
Adjacent room: An adjacent room is very close to another room but does
not share a common wall with it.
Parlour: A parlour has a living room without bed and may have sofa and
chain for sittings. It is generally not used as a bedroom.
Studio: A studio has a bed and a sofa –cum-bed, and is generally used as
a living room.
Cabana: A cabana is suited away from the main hotel building, in the
vicinity of a swimming pool or sea beach. It may or may not have beds and
is generally used as a changing room and not as a bedroom.
Suite: A suite comprise more than one room, occasionally, it can also be a
single large room with clearly defined sleeping and sitting areas. The decor
of such units is of very high standards, aimed to please the affluent guest
who can afford the high tariffs of the room category.
Duplex: A duplex comprises two room situated on different floors, which
are connected by an internal staircase. The suite is generally used by
business guest who wish to use the lower level as an office and meeting
place and the upper level room as a bedroom. This type of room is quite
expensive.

JUNIOR SUITE:
Large room converted to a suite by a partition. Not very expensive but
priced highly than regular room.

PENTHOUSE SUITE:
Situated at terrace level or top most floor of hotels and has an attached
open terrace or open sky space. It has exclusive décor and furnishing and is
among the costliest rooms of the hotel.

QUAD:
Room with four beds to provide sleeping accommodation to four people.

TRIPLE ROOM:
A room has three beds, three pax can stay in the room.

DOUBLE DOUBLE:
Room has two double beds and can accommodate four people.

ADJOINING ROOM:
Two rooms share a wall but is not connected by a door.
ADJACENT ROOM:
A room is very close to another room but does not share a common wall
with it.

SPATT ROOM: special attention room, room meant for the physically
challenged guest.

SINGLE LADY ROOM: rooms specially designed for the ladies travelling
alone. These rooms are designed keeping in mind the needs of the lady
guests.
Efficiency Room: An efficiency room has an attached kitchenette for guest
preferring longer duration of stay. Generally, this type of room is found in
holidays and health resorts where stay guest for a longer time.
Hospitality Rooms: A hospitality room is designed for hotel guest who
would want to entertain their own guests outside their allotted rooms. Such
rooms are generally charged on hourly basis.
Penthouse: A penthouse is generally located on the topmost floor of hotel
and has an attached open terrace or open sky space. It has very opulent
decor and furnishings, and is among the costliest rooms in the hotels,
preferred by celebrities and major political personalities.
Lanai: A lanai has a veranda or roofed patio, and is often furnished and
used as a living room. It has a view of garden, sea beach or waterfall.
Murphy Bedded Room: Murphy bedded room is a room where the bed is
hinged at the base of the head board and swing up into the wall foe
storage. During the day room can be used a sitting /living room and at
night the bed can be laid for the guest to sleep.

FOOD PLANS
(A) EUROPEAN PLAN
(B) CONTENINTIAL PLAN
(C) BERMUDA PLAN
(D) AMERICAN PLAN
(E) MODIFIED AMERICAN PLAN
1. 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.
2. Continental Plan (CP.):
This plan includes room charges and a continental breakfast. All additional
charges are considered extra. [A continental b/f consists of juices, toast or
rolls, butter, cheese, jam, tea or coffee but no eggs.]
3. Bermuda Plan (BP):
This plan includes room charges optional early morning tea and an
American breakfast. [American b/f is a buffet breakfast not served in the
room]
4. American Plan (AP):
This plan includes all principal meals. It includes room charges with
optional morning tea, English B/F, 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 ham, beacon, meat is also included].
5. 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:
i. 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.
ii. 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
iii. 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.
iv. The hotel itself benefits from this plan since the hotel relies only on the
resident guestsfor their food and beverage income. The CP. & BP lie
between EP & AP so they can be offered by any hotel. All of the above five
are food plans. 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.

TIME SHARE AND VACATION OWNERSHIP

(A) WHAT IS TIME SHARE?REFERRAL CHAINS AND CONDOMINIUMS.

(B) HOW IT IS DIFFERENT HOTEL BUSINESS?
(C) CLASSIFFICATION OF TIME SHARES
(D) TYPES OF ACCOMMODATION AND THEIR SIZE.

TIME SHARE AND VACATION OWNERSHIP

Time share lodging is a unique type of lodging arrangement. Also known as
vacationownership or holiday ownership, time –share lodging offers the
purchaser the right to uselodging, equipped with a variety of services and
facilities for a set interval (one week, two weeks etc.)Each year. The
purchaser pays a capital sum to acquire the time-share for a life-time. It
becomes his or her property. The time-share owner pays them an annual
contribution, known as maintenance or management fee. Time share
facilitiesfrequently include swimming pools, whirlpools and spas, and
tennis and exercise facilities. The most successful ones capitalize on the
geography of the area, which my lend itself to downhill skiing, direct ocean
beach access or golf courses.
A Definition according To WTO (World Tourism Organization): “Time-share
plan means any arrangement, plan, scheme, or similar device, other than
an exchange program, whether by membership, agreement, tenancy in
common, sale, lease, deed, rental agreement, license, or right-to-use
agreement or by any other means, whereby a purchaser, in exchange for a
consideration, receives ownership rights in, or a right to use,
accommodations or facilities, or both, for a period of time less than a full
year during any given year, but not necessarily for consecutive years, and
which extends for a period of more than 3 years.”
The timeshare industry was first originated in Europe in the 1960's. A ski
resort developer in the French Alps innovatively marketed his resort by
encouraging guests to “stop renting a room" and instead "buy the hotel".
The developer was successful in increasing occupancy and the idea spread
worldwide. While a useful tool for many, the timeshare industry has also
become a magnet for attracting illegal and barely legal methods for the
sale and resale of property In France and Switzerland, two different
companies began the first vacation ownership offerings for travellers and
tourists. During1964-1968, a French development company called the
‘Society des Grands Travaux deMarseille’ started offering time-sharing
products by offering a resort called Devoluy.Another resort called Paul
Doumier of the Société des Grands Travaux became popular with its first
advertising slogan, “No need to rent the room; buy the hotel, it’s cheaper!”
The timeshare company based in Switzerland, called ‘Hapimag’, was
founded on September 23, 1963 and later expanded into Italy and Spain.
Hapimag is still successful company today and has remained at the
forefront of the timeshare market.
In the U.S.A., Vacation International offered the first timeshare resort called
‘Kauai Kailani’in 1969. This timeshare company introduced the “points”
system in order to offer greater vacationing flexibility to timeshare owners.
Once the timeshare owners earn points, they can use them in any of the
resorts offered by the company as currency. Florida was the first state in
the United States to embrace timeshare developments during 1970’
s.Therenowned Exchange Company Resort Condominiums International
(RCI) was founded in 1974 in Indianapolis with branch offices in a growing
number of countries. RCI created the timeshare exchange concept. The
exchange allows time-share owners to swap the holiday interval they own
for different in alternative properties around the world It offers timeshare
owners the chance to exchange vacation weeks among the company’s
different resorts, offering more flexibility and a wide variety of vacation
options than before.. In1997 RCI processed over 1.8 million exchanges,
covering about 3200 resorts affiliated in90 countries.
The timeshare industry continued to develop during the 1980's via the
establishment of different timeshare companies in Western Europe and
Asia. A large number of new resorts were opened all over the globe in the
1990s. Major hotel companies like Sheraton, Ramada, Hilton, Disney, Four
Seasons, Ritz-Carlton, Radisson, and Westin also began offering timeshare
properties during this decade. Legal organizations like the American Resort
Development Association (ARDA) in the U.S.A., and the Organization for
Timeshare(OTE) in Europe regulate the timeshare industry.
Condominium
A condominium is a form of housing in which there is joint ownership of
real property. All the partners commonly own some portions and other
portions are individually owned. Often, the property consists of units in the
form of apartments that are individually owned, while the common areas
such as recreational areas are jointly owned.
People may have timeshares in condo hotels or condos. The only difference
between condo and a condo hotel is the price. The prices of condos are less
than those of condo hotels. A condo hotel may be either an individual room
or a suite located with a major hotel, but there is a slight difference
between a condo hotel and timeshare resort. Condos are generally located
in residential surroundings where land has a low value, whereas timeshare
resorts are usually located in prime areas. Fractional can be condos or
townhouses located in an exclusive community.
Most condos have full kitchens and spacious private bedrooms. The
residents can cook their own meals and save money by not dining in
expensive restaurants. With timeshare condos, all the unit owners share
the maintenance fee on the basis of their pro-rat shares.
People can also have resort condos in which most of the properties are
resort timeshare rentals that are in exciting resort locations and are fully
furnished. One can have detailed information about different resort condos
across the world through resortcondo.com.Condos are a luxurious and
relatively inexpensive type of housing. People can spend their vacations in
beautiful locales for less than they would spend at a typical resort.
Condo hotels, also known as condotels, are a relatively new concept in
vacation homeownership. They allow individuals to own condos in luxury
hotels and have access to all the amenities of that hotel. When not using
their condo unit themselves, owners have the option of placing it in the
hotel's rental program and receiving a percentage of the revenue it
generates.
Because the condo hotel concept is so new, it's often confused with
timeshares, a popular vacation home option that has been around since
the 1970s. In reality, condo hotels have many qualities that set them apart
from timeshares and make them appealing to a unique segment of the
second home market. Here's a comparison between these two types of
real estate investment.
Timeshare is a business model whereby a company buys something and
sells smalltimeslices of it to customers. This concept is most frequently
used for vacationcondominiums/homes, but it has also been used for high
end private jets. In general, “timeshare" refers to the former rather than
the latter.
Timeshare owners may elect to:
 Use their usage time
 Rent out their owned usage
 Give it as a gift
 Exchange internally within the same resort or resort group
 Exchange externally into thousands of other timeshare resorts
Timeshares offer owners the possibility of exchanging their week, either
independently or through several exchange agencies, to stay at one of the
thousands of other resorts worldwide. There are many exchange agencies,
of which the three largest are Resort Condominiums International, Interval
International and Trading Places International. All three have
resortaffiliateprograms and members can only exchange to affiliate
resorts.Itisrare to find a dual affiliate resort; it is more common for a resort
to be affiliated with only one of the larger exchange agencies. Together
they have over 7,000 resorts. The timeshare resort one purchases
determines which of the major exchange companies can be used to make
exchanges. RCI, II & TPI all charge membership fees and exchange fees.
They also bar members from renting weeks for which they already have
exchanged.
Timeshare owners may also arrange a direct exchange. This requires
locating a time shareowner with the location and weeks both mutually
desire. This form of exchange is rare but since it can save in exchange fees
it is often sought after. Several bulletin boards have been created to help
timeshare owners meet others and swap.
Timeshares take different forms depending on the seller. The vast majority
consist of one week of ownership, i.e. 1/52 year, but some developers sell
point based systems that are a different form of vacation currency that
allow hotel stays, car rentals, and stays at large networks of resorts.
CHARACTERISTICS OF TIMESHARE PROPERTIES:
1. Builds a culture of leisure tourism.
2. Targets a large cross section of consumers offering wide choice of
holidays.
3. Promotes domestic tourism and creates jobs.
4. Minimizes seasonality - insulates against fluctuating occupancies.
5. High resilience.
6. Builds customer loyalty and maximizes repeat business, thus enhancing
brand loyalty.
7. Increases revenue from F&B and other resort services and activities.
8. Cross selling opportunities.

TYPES OF TIMESHARES
Fixed Week Ownership
The most basic timeshare unit is a fixed week; the resort will have a
calendar enumerating the weeks roughly starting with the first calendar
week of the year. As an owner you may own a deed to use a unit for a
single specified week. For example week 26 normally includes the Fourth
of July Holiday. If you owned Week 26 at a resort you could use your week
every year.
Floating
Sometimes a timeshare is sold as floating weeks. The ownership will be
specific on how many weeks you own and from which weeks you may
select for your stay. An example of this, a timeshare may be a floating
summer week where the owner may request any week during the summer
season generally weeks 22 through 36. In this example there would be
competition for prime holidays such as the weeks of Memorial Day, Fourth
of July handlebar Day. The weeks when schools may still be in session
would not be so high in demand. Some floating contracts exclude major
holidays so they may be sold as fixed weeks.
Rotating
Some timeshares are sold as rotating weeks. In an attempt to give all
owners a chance for the best weeks, the weeks are rotated forward or
backward through the calendar, so one year the owner may have use of
week 25, then week 26 the next year and then week 27the year after that.
This method does give each owner a fair opportunity for prime weeks but it
is not flexible.
Deeded vs. Right to Use
A major difference in types of timeshare ownership is that between deeded
and right to use contracts. With deeded contracts the use of the timeshare
resort is usually divided into week long increments and these are sold as
fractional ownership and are real property. As with any other piece of real
estate you may use your week, rent your week, give it away, or leave it to
your heirs. While this form of ownership can offer additional security to the
owner as a form of physical ownership, deeded timeshare ownership can
be as complex as outright property ownership in that the structure of deeds
varies according to local property laws. Leasehold deeds are common and
offer ownership for affixed period of time after which the ownership reverts
to the Freeholder. Occasionally, leasehold deeds are offered in perpetuity
however many do not convey ownership of the land but merely the
apartment or 'unit' of accommodation. With right to use, the timeshare
purchaser has the right to use the property in accordance with the contract
but at some point the contract ends and all rights revert to the property-
owner. In other words, the right to use contract grants the right to use the
resort for a specific number of years. In many countries there are severe
limits on foreign property ownership, so this is a common method for
developing timeshare resorts in countriessuch as Mexico. Disney Vacation
Club is also sold as a right to use. Care should be takenwiththis form of
ownership as the right to use often takes the form of 'club membership ‘or
right to use the reservation system. Where the reservation system is owned
by aCompany not in the control of the owners, the right of use may be lost
with the demise ofthe controlling Company.
Vacation Clubs
Vacation clubs are organizations that may own timeshare units in multiple
resorts indifferent locations. Some clubs consist only of individual weeks at
other developer'sresorts. They are sold both as deeded and right to use and
club members may reserve vacation time at any of the owned resort units
based on availability. Vacation clubs cater to a wide range of economic
backgrounds and income levels.Timeshare properties tend to be
apartment-style units ranging in size from studio units(with room for two)
to three and four-bedroom units. These larger units can comfortablyhouse
large families. Timeshare units normally include fully equipped kitchens
with adining area, dishwasher, televisions, DVD players and more. It is not
uncommon to havewashers and dryers either in the unit or easily
accessible on the resort. Kitchens are equipped to the size of the unit, so
that a unit that sleeps four should have at least fourglasses, plates, forks,
knives, spoons, and bowls so that all four guests can sit and eat
atonce.Timeshare units are usually listed by how many the unit will sleep
and how many theunit will sleep privately.

 Sleeps 2/2 would normally be a one bedroom or studio

 Sleeps 6/4 would normally be a two bedroom with a sleeper sofa
Sleep privately refers to the number of guests who will not have to walk
through another guests sleeping area to use a restroom. Timeshare resorts
tend to be strict on the number of guests per unit. Unit size can effect
demand at a given resort where a two-bed room unit may be in higher
demand than a one-bedroom unit at the same resort. The same does not
hold true comparing resorts in different locations. A one bedroom with a
great location may still be in higher demand than a resort with less
demand. An example of this may be a one bedroom at a great beach resort
compared to a two bedroom unit at a resort located inland from the same
beach.The concept of vacation timeshare has also been extended to luxury
items such as planes and luxury cars.
Referral
In addition to promising familiarity and comfort through advertising their
use of nationally known products, motels directly associated themselves
with a familiar name byjoining referral chains. These referral chains were
comprised of individual, independentcabin owners who banded together to
win over customers by building on each other's reputations. Members of
these associations agreed to abide by certain standards and used a
common logo. They advertised together and distributed pamphlets which
listed the various members' facility along with a brief description of each.
As these associations grew, so did the list of facilities available, as in this
rather complicated key. The referral programme is one of the most cost
effective programmes in any vacation ownership development. It has the
lowest cost and highest closing rates. As the magnitude of the owner base
builds, this programme gains momentum and has a positive effect on cost.
However the direct corollary of the success of this technique is owner
satisfaction, with their total vacation ownership experience. Thus in the
long term, resort management practices have a direct influence on its
success, incentive programmes are established to motivate members to
refer their friends and relatives.

FRONT OFFICE ORGANIZATION

(A)FUNCTION AREAS
(B)FRONT OFFICE HIERACHY
(C) DUITIES AND RESPONSIBILITIES
(D)PERSONALITY TRAITS
 FUNCTIONAL ORGANISATION OF FRONT OFFICE
The front office is the contact point between the guest, management, and
otherdepartments. It handles guests’ complaints, dispatches housekeeping
and engineeringrequests, prints and files reports, receives and answers
phone calls, and sends andreceives faxes. Thus, the front office personnel
perform the following functions:
 Sell hotel rooms to guests
 Accept advance booking of hotel rooms
 Receive and register guests when they arrive at the hotel and assign
themrooms
 Maintain accurate room status information.
 Maintain guest accounts and monitor credit Handle guests’ demands
and complaints.
 Prepare account statements of guests.
 Settle bills at the time of check-out.
 Coordinate guest services like mails and messages, safety deposit
lockers, handling of room keys, making sundry payments on behalf
of guests.
 Provide information about the hotel’s facilities and services.

Staff Organization Structure

Classical staff organization is applicable for large hotels may vary from one hotel to another. It
depends on size as well as policies of the hotel.

Front Office Manager

Assistant Front Office Manager

Guest Relation
Lobby Manager Executive
Supervisor Supervisor Supervisor
Reservation Information Telephone

Supervisor Supervisor Supervisor

Reception Bell Desk Cash & Bill

(Receptionist) (Sr. Bell Captain) (Head Cashier)

Reservation Reservation Sr. Telephone

Operator
Assistant Assistant

Receptionist Bell Captain Bell Captain

Telephone
Operator

Junior Bell Boys

Receptionist
(Page Boys)

Trainees Trainees Trainees

Trainees Trainees Trainees

Qualities of a Good Front Office Employee
The most common answer to the question "Why did you decide to become a receptionist?" is,
because you wanted to MEET PEOPLE.
To be successful in any human relationship you must reflect these characteristics:
 A warm personality.
 A keen interest in people,
 Poise under pressure.
 A desire to be helpful.
 The ability to listen.
 A willingness to reflect management policy.
 The ability to get along with co-workers.
 A desire to be liked.
 The ability to help another employee without resenting it or showing irritation.

Standing behind front desk and meeting any of the dozens of problems that arise in a hotel
requires a reserve of energy.

Keep your reserve built up by common-sense rules of living:

 Get plenty of sleep.
 Don't drink. If you must, be moderate.
 Don't smoke, at least not on the job.
 Be positive,

As a receptionist you will be one of the first persons a guest meets in a hotel. First impression
forms lasting impression. So make sure that the guest gets a positive impression from the moment
he walks in.
Some points to remember:
 Avoid all controversial questions. You can afford to win arguments, but not in thehotel
business.
 Be oblivious to guests' mistakes. Say "I'm sorry, I didn't make it clear". Don't say,"You are
wrong" or "You misunderstood me". Instead say, "Sorry sir, I couldnotmake myself clear."
 Do not criticize competing hotels. This never helps any one, including yourself.
 Cancel all "Yeas", "Okays" and "Noes" from your vocabulary, i.e. don't use slang.
 Speak positive. Every negative reply can be rephrased: "One moment, please" is agreat
improvement over "Wait a minute".
 Refer to men guests as gentlemen, females as ladies.
 Immediate attention to the traveler is a form of respect to which he is entitled.

Last but not least the sincere smile is and has been a tradition of the hotel business.
This smile has to be sincerely at all times - not wooden.

Your personal hygiene and neatness will also help you to a successful performance as a hotel
receptionist.

Selection of Staff
Following guidelines will help the employer to screen the candidates properly.

1. General Appearance
- Pleasing features
- Smile readily
- No apparent deformity
- Robust health (good teeth, clear bright eyes, glowing skin, hair etc.)
- Pleasant voice and evidence of good hearing
- Good attention and care to body cleanliness (no bad breath, body odour etc.)
- Personal clothing (clean, modest and neat). Appropriately dressed, clean shoes
- Exhibits cordial attitude
2. Experience of Mental Alertness
- Ability to carry on a logical conversation and reasoning
- To make clear and concise (but complete) statement
- To be able to meet difficulties intelligently
- Meets the minimum educational requirements of the job.
3. Evidence of Emotional Stability

Both at work and at home (assessment can be made from appraisal of reports from the last
position held and feedback from the family).
4. Comprehensive Knowledge of Trade
Acquired by (a) Studies, (b) Learning, (c) Training and (d) Practical experience
5. Administrative Qualities
- Ability to control
- Ability to command arid make people obey
6. Organizational Ability
- Daily routine work
- Special work (arrival and departures of groups, V.I.P.s, delegations, etc.)
7. Professional Attitude towards Job
- Report to work on time
 - Positive attitude towards job
- Recognize positive and negative aspects of job
8. Professional Performance
- Is sensitive to guest needs
- Has a sense of humour
- Responds and speaks intelligently
- Is creative
- Possesses good listening habits
9. Flexibility
- Willing to accept different shift if necessary
- Is not 'set in ways'
- Understands others' point of view
- Is a team player (works well with public and his staff members)
10. Professional Demeanor
- Projects maturity
- Appears to be business-like
- Is courteous
- Maintains control in difficult situations (controls temper & takes action as needed)

Job Description
1. Front Office Manager
- Directs and coordinates the activities of the front office department, which includesroom
reservations, guest room assignment, mail and information.
- Reports to the management (either manager or executive assistant manager) and
iswholly responsible to him for the daily functions of the front office.
- Maintains and/or develops applicable operation procedures involving both
convention and non-convention reservations, controlling of open and closed
dates,availability and condition of rooms and suites, guest arrival patterns, control
ofkeys,receipt and flow of mail and messages to ensure efficient methods and
liaisonbetween department sections and shifts.
- Must understand the functions of, and be able to cooperate with closely related
departments such as front office cashiers, assistant manager, credit, sales,
housekeeping, service and inter-hotel reservations.
- Meets with executive management and supervisors from these and other
departments at regular intervals to plan and coordinate hotel housing activity.
- Works closely with various convention group secretaries to aid their planning ofarrival
and guest housing.
- Meets with individual guest or convention group representative on problems of
roomassignment, price and location.
- Prepares reports to the management and other supervision relative to
anticipatedrooms occupancy, reservation pattern, expected check-in and out.
- Responsible, along with the personnel department, for the employment and trainingof
staff.
- Aids and promotes in carrying out hotel-employee relation policies such as
courtesyprogram, work performance records, vacations, etc.

2. Assistant Front Office Manager

 - Assists from office manager in supervising and coordinating the day to day operations
of the front office staff and resolves internal problems.
- Co-ordinates staffing of mail and information and reservation clerks with their
supervisors.
- Arranges schedules of room salesperson.Liaises with sales department for present and
future convention and group bookings.
- Corresponds with future guests and blocks suites and special request for large
conventions.
- Deals with problems arising from guest complaints and reservation and room
assignment activities.
- Interviews and hires applicants.
- Responsible also for any miscellaneous duties assigned by the front office manager.
- Assumes responsibilities of front office manager upon his absence.

3. Assistant Manager
- Represents management in the important area of guest relations. This is exemplified
in the primary role as "hotel host", of personally welcoming as many guests as
possible and offering services. Includes guest deserving special attention, family
groups, women travelers and the handicapped.
- Handles questions of charges and check cashing, investigation of any guest
comments and coordination with emergency plans.
- During check-in and out, greets guests who may be waiting to offer assistance and
alleviate any delays.

- Must be thoroughly familiar with hotel procedures and policy concerning

reservations, room assignments, baggage handling, housekeeping methods,
restaurant and room, charges, credit and security.
- Maintains a logbook recording any unusual incidents. Reviews log book with
department heads to check on guest service conditions or to recommend changes
in existing practices.
- Advises management of various situations involving either guest or employee.
- Meets periodically with management and department heads in reviewing guest
service procedures and in the planning of special handling for convention groups.
- Makes periodic guest room and public area space inspections so as to be thoroughly
knowledgeable in location, type and appearance.
- Will escort designated guest(s) or group to room as courtesy and continuation of
duties as hotel host.
- May correspond with guest concerning special reservations.
- Makes a point of determining incoming convention groups, their history and names
of key individuals, and location and timing of functions to provide competent guest
service.
- Should be well versed in local city history, places of interest, shopping areas,
theaters, etc. to provide guest with intelligent and alert service.

4. Reservation Manager/Assistant Manager Reservation

- Supervises and answers inquiries of reservations agents.
- Arranges schedules of reservations agents.
- Maintains close liaison with secretaries of major companies that do business with
the hotel. Frequently calls upon to entertain these secretaries.
- Types and processes reservation requests received by phone, telegraph, letter etc.
 Is responsible for accurate and effective handling of reservation tally sheet.
-
Advises and informs front office manager or assistant on duty of significant increase
-
or decrease of reservation tally, which could affect hotel's open or close status.
- Types and files reservation slips. Types confirmation slips.
- Trains new agents in all aspects of above.
- Supervises and coordinates activities of filing clerks.
- Opens and routes all mail addressed to front office. Time stamps all correspondence.
Marks mail to emphasize important points for reservation typist.
- Keeps a record of all reservations and makes a monthly room nights report; in
addition prepares half year report of all accounts and their respective production.

5. Lobby Manager
- Schedules the duty roster and determines justification for manpower strength.
- Handles guest complaints, and ensures that the front office has good relations with
all departments.
- Co-ordinates with various departments for effective guest handling.
- Co-ordinates with front office — (reception and information) to facilitate rooming and departure
of guests and front office cash (to allow credits).
- Does liaison between the travel counter, airlines regarding arrival and departure
of flights. Takes constant rounds at night of all operating areas to ensure a smooth
functioning.
- Passes credit bills in the absence of assistant front office manager.
Trains all staff under him, and trainees as well.
-
Co-ordinates with the security and ensures that no unwanted happening takes place
-
in the hotel.
- Attends general manager's meetings.
- Completely responsible for all goings-on in the lobby, and operating public areas
and rooms at night as well.
6. Front Office Assistants

(i) Reservation Assistants

- Courteously and promptly handle all reservations on phone, by mail, telex cable
and computer etc.
- Up-date the reservation register/records in order to have updated inventory of room
availability.
- Type out advance reservation slips and maintain reservation racks and
correspondence files and in case of computers update information in computers.
- Carry out amendments and cancellations intelligently and accurately.
- Keep availability status chart updated.
- Display reservation position on "Flash Board".
- Check on reservation stationery and keep a satisfactory par stock of the same.
(ii) Reception/Registration Assistants
- Be informed on daily room status. Have detailed information regarding arrivals,
their room requirements and expected departures of the day.
- Check up VIP's reservations and issue VIP amenities, voucher for fruits and flowers,
beverages etc. and any other special requests.
- Prepare all records connected with pre-registration for VIP, invalids and old people.
 - Handle group/crew registration as per laid down procedures as well as FIT.
- Maintain satisfactory part of all registration of stationery.
- Room all arrivals using arrival errand cards.
- Constantly update room rack/information rack.
- Type out permanent arrival slip after registering guest and slot in racks.
- Open out guest folio without delay and transmit it to front office cashier himself or
send the G.R. card to cashier for opening the guest folio.
- Maintain room rates absolutely current and up-to-date.
- Prepare room discrepancy report and ensure a double check through lobby attendant.
- Work closely with information assistants.
- Give all departure rooms to housekeeping promptly.
- Take all cleared rooms promptly from housekeeping. •
. - Take rooms reports/occupancy statistics.
- Sell higher priced rooms and other hotel facilities through trained salesmanship,
- Help room service and telephone departmentally to racks.
- Handle scanty baggage diligently. -
- Know colour codes used in reception.
- Know room history, namely location, kind, rate, theme, if any, and the view each
room commands.
(iii) InformationAssistants
- Distribute room keys to registered guests in the hotel when arrival errand card is
presented.
- Answer incoming calls for guests and report all messages.
- Handle all guest mail, information, parcels, telegrams as per laid down procedures.
- Answer queries on house facilities and places of tourist interest.
- Keep information aids like time-table, road maps, hotel guide etc,
- Help in paying guests.
- Maintain log for guest and staff information.
- Maintain guest racks alphabetically.
- Sell hotel facilities through trained salesmanship.
- Sign departure errand cards in acknowledgement of receipt of room key from a
departing guest.
- Report keys not retrieved or lost to front office manager at once.
- Maintain close contacts with housekeeping, engineering, lobby, food and beverages
and other coordinating departments.

Job Qualifications for above-mentioned positions

Minimum Educational Qualification: Graduation/high school with preferably a craftcourse in
reception and book-keeping/hotel graduates.
Experience Required: Nil, at time of entry. One month's departmental training.

7. Night Manager -
- Supervises operation of hotel through the night.
- Represents management when decisions must be made during these hours.
- Answers inquiries concerning hotel services and facilities and deals with complaints.
- Maintains reputation of hotel by refusing or ejecting undesirables.
- Assists cashiers with questions of credit.
- Dispatches security officers to investigate disturbance or investigates himself
- Receives articles and maintains ledger of articles turned-in for Lost and Found
Department. Maintains logbook noting unusual occurrences.
 - Checks function board for accuracy.
- Keeps close watch on night clerks.

8. Night Clerk
- Registers and assigns room to guests.
- Gives and receives keys—maintaining a "key control".
- Answers inquiries over the telephone and in person pertaining to hotel services
andregistration of guests.
- Arranges for room changes as necessary.
- Makes and confirms reservations received in person, over the phone or over teletype
machine.
- Balances room revenue with night auditor.
- Completes numerous reports for management analysis throug h the
followingprocedures. Prepares night clerks summary, three day forecast and VIP list.
- Verifies guest origin and source of business on previous day check-out cards.
- Completes report on geographical survey.
- Checks the room racks against the information board (Concierge) and
telephoneoperator's board for omissions and sleepers.

9. Bell Captain
Job Summary
- To organize, supervise and control all lobby services to guest satisfaction in a shift.
Job Specification

- Supervise the lobby attendants. Control their movement and activity on the lobby
attendants control sheet.
- Take attendance and prepare staff schedules to meet exigencies of work.
- Advise the assistant manager-lobby periodically on the performance of lobby
attendants, and at times provides information to the guest.
- Attend to guest complaints and handle telephone calls in the absence of assistant
manager-lobby.
- Handle left luggage formalities and maintain the baggage check room.
- Train lobby attendants to maximize departmental efficiency.
- Organize and supervise check in/out baggage formalities of groups, crews etc.
- Control the sale of postage stamps and stationery to guests.
- Maintain record of all guests with "scanty baggage" and inform assistant manager-
lobby and front office.
- Assist security in lobby surveillance.
- Conduct daily briefing of lobby attendants.
- Co-ordinate and control the distribution of morning newspaper.
- Supervise the storage of essential medicine prescribed by the house doctor and be
accountable of the issues made. Keep lobby clean at all times.
- Keep baggage neatly and orderly at the specified places.
Co-ordinates with
- Front office: to execute efficiently the arrivals and departure formalities.
- Telephone: to arrange for wake calls especially for airline crews/groups.
- Security: to help protect hotel property services and image from undesirable persons.
- Front office cash: for receiving clearance to remove baggage out of the hotel as a
consequence of guests paying their bill.
- Housekeeping: for cleanliness and uniforms.
- All departments: concerning transport arrangements if applicable.
 Job Qualifications
Minimum Educational Qualification: Matriculate. 10+2 preferred. Experience
Required: Three years as a bell boy of a reputable hotel. Other Experiences : ~
Knowledge of lobby systems and procedures.
- Good command of the English language. Knowledge of foreign languages preferred.
- Physically sturdy and stamina to stand for long hours and lift heavy luggage.
- Presentable and well-groomed as job involves continuous guest contact.
- Willingness to be of help and assistance to guests all the time.

10. Bell Boy

Job Summary
- To execute porter and other lobby services as determined by the management.
Job Performed
- Report to bell captain.
- Handle guest arrival.
- Take the baggage from the car in the porch/gate to the room.
- Escort the guest to the room on arrival.
- Place the baggage in the room, on the luggage rack.
- Explain the operation and control of light switches/air-conditioning etc. to the guestsand
switch them on.
- Handle departure of guest (through use of departure errand card).
- Under instructions from bell captain bring the baggage down from the room
ondeparture.
- Check the room to ensure that the guest has left no articles in the room by mistake.Switch
off all lights and air-conditioning.
- Obtain clearance from front office cashier on the errand card regarding the bill
i.e.paid/signed by the guest.
-Ensure collection of keys from guests at the time of check out and obtain clearancefrom
information section.
- Check for mail, messages for departure guests and, if available, collect and givemail or
messages to departing guest.
- Take the baggage and place it in the car in the porch/gate. .
- Handle errands requested by guests and front office staff.
- Handle baggage of guests when they are shifting to another room.
- Distribute newspapers to guest rooms and selected offices.
- Keep lobby area clean and clear to ensure smooth traffic flow.
- Track/keep eye on unwanted guests in the hotel.
- Attend to instructions of supervisor.
- Assist in executing the baggage room formalities.
- Provide laundry valet service at night.
- Deliver guest messages to guest rooms.
- Execute all procedures efficiently as per standards and systems laid down by
themanagement.
- Handle and store equipment carefully and appropriately i.e. luggage trolleys, wheelchairs
etc.
- Report guests with scanty baggage to the lobby manager.
- Account for 'postage stamps' sold and post mail promptly.
- Vend postal stamps and stationery as instructed by bell captain.
- All errands inside or outside of the hotel as may be instructed.
Layout of Front Office Department

From the Front Desk, three sections are operated, namely, Reception, Information and Cash &
Bill. Back Office consists of Reservation, Telephone and Front Office Manager’s Office. Bell Desk
is situated next to the main entrance.

More than half of the hotel guests make reservations. These individuals
arrange the hotelaccommodations through sales representatives, travel
agencies, GDS (global distributionsystems) by way of telephone calls, fax,
e-mail, Internet and other communicationdevices. The reservation
department is responsible for receiving and processingreservation requests
for future reservations. Although procedure may differ from hotel tohotel
with regard to reservations handling, maintenance, processing and
confirmation,the purpose is still the same: to accommodate the guest
request in a manner thatmaximizes the hotel occupancy and room
revenue.
Reservations systems can be programmed to provide reservations agents
withinformation on the types of rooms available (including room size, view,
furnishings,amenities and bed size) for a given day. Reservation systems
provide a great deal ofinformation, some of which needs to be provided to
the guest on request.
Reservations agents should convey the desirability, features, benefits of
staying at thehotel, rather than simply processing an accommodation
request.
It is essential for the reservations agents to work closely with the sales and
marketingdepartment when group reservations are being solicited or
processed. On a day todaybasis the reservation manager should review the
reservation system reports and roomavailability in order to avoid over
booking. Over booking can create bad feelings andcontribute to lost
business in future.
Many hotels use revenue management techniques in the reservations
department. Thismeans using information, historical and current, to
enhance a hotel’s ability to carry out anumber of common business
practices and thereby increase both its revenues, and itscustomer service
abilities.
2.The Reception
The typical functions of a reception or registration department are:
 Greeting guests
 Registering guests
 Establishing a method of payment for the guest rooms-credit card,
cash or directbilling
 Assigning guest rooms that are clean vacant.
 Assigning guest room keys to the guests.
  Informing guests about their room location and special hotel
amenities, facilities,and answering questions about the property and
surrounding community
 Calling bell desk to assist the guests with their luggage, if such
service is normallyprovided.
4. Bell Desk
Many guests arrive at the hotel with heavy luggage or several pieces of
luggage. Themajor functions of the bell desk would be as follows:
 Transport guest luggage to and from guest rooms.
 Familiarize guests with the hotel’s facilities and services, safety
features as well asguest room and any in room amenities.
 Provide a secure area for guests requiring a temporary luggage
service.
 Deliver mail, packages, messages and special amenities to guest
rooms.
 Help guest to load and unload their luggage
 Provide information on hotel services and facilities as well as group
functions
5. Communications
The telephone switchboard area or department maintains a
complexcommunications network similar to that of any large company.
The telephonedepartment may also refer to as private branch exchange or
PBX. Hotel switchboardoperators may have responsibilities that extend
beyond answering and distributingcalls to the appropriate extension. When
long distance calls are routed and pricedthrough the telephone switch,
charges must be directly posted or relayed to frontoffice for posting to the
proper guest account. Switchboard operators may also placewake up calls,
monitor automated systems (such as door alarms, fire alarms)
andcoordinate emergency communications. Operators may also protect
guest’s privacyand thereby contributing to the guest security programme
by not divulging guestroomnumbers.
Functions of Telephones department: The duties of the telephone operator
include:
 Answering incoming calls.
 Directing calls to guest rooms through the switchboard/EPABX
 Providing information on guest services
  Processing guest wake-up calls
 Answering inquiries about hotel facilities and events
 Protecting guests’ privacy_ Coordinating emergency communication

6.The Night Auditor

The night auditor balances the daily financial transactions audit duties
includechecking and completion of guest and hotel accounts, the
balancing of hotelrevenue figures, as well as producing statistics and
summarizes of hotel revenue formanagement. This task is generally done
during the night shift by the night auditor or by the night shift front office
cashier.

7.Front Office Cashier

The cashier has full responsibility for all the cash and settlement of guest
account aswell as the supervision of work of the front office cashiers. The
front office cashier isirresponsible for the opening, preparation and
settlement of resident guest’s accounts.They check to ensure that all
charges are added to guest’s bills and that settlementsare properly
processed. Front office cashier also administer the safe deposit system
ofthe hotel.
Functions of the Cashier Section: This section performs the following tasks:
 Opening and maintaining of guest folios.
 Posting room charges in guest folios.
 Recording all credit charges in guest folios.
 Maintaining a record of the cash received from guests.
 Preparing bills at the time of check-out.
 Receiving cash/TC/demand draft for account settlement.
 Handling credit/debit/charge cards for the settlement of a guest
account.
 Organizing foreign currency exchange for the settlement of a guest
Account
8.Mail and Information
A mail and information counter is normally found only in very large hotels
and thesedays been incorporated to reception or concierge. This
department is responsible forgiving out guest’s keys and deliver guest’s
mails and messages. They are alsoresponsible for dealing with guest’s
visitors, and providing information on hotelfacilities and local attractions.

9. Business Centre
This section of the front office provides for all secretarial needs of the guest
such asphotocopies, faxes, binding, web browsing, etc. A small
meeting/conference roommay also be the part of the business centre for
use of the guests. This is mannedround the clock and is easily accessible to
the guest.

10. Guest Relation Desk

Located in the lobby area strategically placed to ensure that all guest
walking into thehotel are seen. The GRE ensures the inspection of rooms,
welcome of

VVIP,SPATT,HWC, etc. She coordinates specific guest request/query with

the concerneddepartment (of the hotel).
11. Travel Desk
Travel desk is in-charge for all guest needs such as car rental, ticketing and
itineraryplanning. Hotel may sometime outsource these services to an
external agency.
Functions of Travel Desk: The travel desk performs the following tasks:
 Arranging pick-up and drop services for guests at the time of their
arrival anddeparture.
 Providing vehicles on request to guests at pre-determined rates.
 Making travel arrangements like railway reservation/air-tickets.
  Organizing half-day or full-day sightseeing.
 Arranging for guides who can communicate in the guest’s
language.(In case of a foreign language)
Uniformed Services:
Employees who work in the uniformed service department of the hotel
generally providethe most personalized guest service. Taken into
consideration the degree of attentiongiven to the guests by this
department, Some Properties refer these as Uniformedservices others
simply as Guest service. While personal in reservations, front desk,
andcommunications areas effect guest perceptions, it is often that the
personnel in uniformed service who make a lasting impression. Also
uniformed service personnel areusually classified as "tipped employees",
since a portion of their income is derived fromguest’s gratuities!
The primary positions within the uniformed service department are:
a) Bell Attendants:-
Many Guests arrive at the hotel with heavy baggage or several pieces of
luggage. Guestreceives help handling this luggage from probably the best
known employee among theuniformed service staff: the bell attendant. The
selection of the bell attendant has to bedone carefully, because most
hotels have carts orbaggage trolley for transportingbaggage, the physical
ability to actually carry the baggage is not a critical jobqualification. More
importantly the bell desk personals should have strongcommunication
skills and should be able to give personalized service to each guest.
Below are some tasks performed by the bell desk attendants, Even though
thementioned tasks appear simple they all require a degree of
professionalism.
 Transport Guest Luggage to and from guest rooms.
 Familiarize guests with the hotels’ facilities and services, safety
features, as well as theguest room and in room amenities.
 Provide a secure area for guests requiring temporary luggage
storage.
 Provide information on hotel services and facilities.
 Escort guest to guest rooms.
 Deliver mail, packages, messages, and special amenities to guest
rooms.
 Pick up and deliver guest laundry and dry cleaning.
  Perform light housekeeping services in lobby and entry areas.
 Help guests load and unload their luggage in the absence of a door
attendant.
 Help guest with special challenges or disabilities
b) Door Attendants:-
Door attendants play a role similar to bell attendants, they are dedicated to
welcomingthe guest to the hotel, they are generally found in the hotels
offering world class service /Luxury hotels / with 5 Star classification. A
Skilled and experienced door attendant learnsthe names of frequent
guests. When these guests return to the hotel, the door attendants able to
greet them by name and can introduce them to other front office staff.
Suchpersonal service enhances the reputation of the hotel and provides
the guest with aunique experience.
Some of the duties on the door attendants are:-
 Opening hotel doors and assisting guests upon arrival.
 Helping guests and unload luggage from vehicles.
 Escorting guests to the hotel registration area.
 Controlling vehicle traffic flow and safety at the hotel entrance.
 Hailing taxis, upon request.
 Assisting with valet parking services.
 Performing light housekeeping services in the lobby and entry area.

c) Valet Parking attendants:-

Valet Parking is generally available at hotels offering world-class, Luxury or
5 Star services. Specially trained employees should park guest and visitors
cars. The personal attention and security of valet parking service is
considered both a luxury and a convenience. Guests do not have to worry
about finding a parking space, walking to the hotel in inclement weather,
or finding their vehicles in the parking lot. Some hotels charge for these
services. Hotels generally charge a higher fee for valet parking than for
self-parking .In addition to paying the higher fee for valet parking; guests
are also likely to tip the Valet parking attendant for his service. Valet
parking attendants are also responsible for the security of vehicles being
moved to and from the hotel entrance. Attendants should not take a car
into their care without issuing a receipt to the guest. It is usually in the
form of ticket or a tag.
Vehicles keys must be kept in a secure area, and only issued by qualified
personal. Cars should be only returned to the guests when they return the
receipt or ticket issued by the attendant before they can receive their keys.
If a Key I s lost or given to the wrong person, then the vehicle can be
rendered in-operable, or considered stolen and the hotel may be held
financially responsible for the same.
d) Transportation personnel: -
Transportation personnel or Drivers must be well trained and properly
licensed to operate the vehicle. Since these drivers are sometimes the first
contact the guest will have with the hotel, it is important for them to be
polite, efficient, and knowledgeable about the property. Drivers should also
offer according to the weather hot /cold towels and packaged drinking
water to the guest. It is generally customary for drivers to provide some
information about the hotel while in transit, either through a live spoken
presentation or a pre-recorded audio tape. Drivers should also help guests
entering and exiting the vehicle. An experienced driver efficiently and
carefully loads guest luggage into the van. Drivers should also inform the
hotel before the guests reaches the hotel. This allows the hotels to prepare
and keep ready the check in procedures before the guest arrival at the
hotel.
e) Concierges: -
In the distant past the concierge was the castle doorkeeper. A concierge's
job was to ensure that all castle occupants were secure in their rooms at
night. Traveling royalty often were accompanied by a concierge who
provides security, finalize food and lodging arrangements etc. As hotels
became more common in Europe, the concierge eventually became part of
the staff that provides personalized guest services. It is not uncommon to
find concierge at world class or luxury hotel. Concierge may be easily
identified by the prominent gold crossed keys displayed on their jacket
lapel. To earn these keys, a concierge must be certified by the international
association of concierges, known as Les Clefs d'Or (Golden Keys).
Concierge may provide custom services to hotel guests. Duties include
making reservations for dining; securing tickets for theatre and sporting
events; arranging for transportation; and providing information on cultural
events and local attractions. Concierges are known for their
resourcefulness. Getting tickets to sold-out concerts or making last minute
dinner reservations at a crowded restaurant are part of a concierge's
responsibility and reputation. Finally a Highly reputed concierge should
speak several Languages. In some hotels the head concierge is the
manager for the uniformed services department. He is responsible for
supervising all uniformed service personnel.

DUTIES AND RESPONSIBILITIES OF FRONT OFFICE STAFF

FRONT OFFICE MANAGER
 To recruit right personnel for front office department in coordination
with the human resource department
 Coordinate to schedule their induction, orientation and training
 Responsible for reception of all VIPs, IPs, SPATTs, HWCs etc.
 Handling of major complaints and ensuring rectification of the
same.
 Understanding the latest trends in market with regard to hospitality
marketing
 Responsible to maximize occupancy and ARR
 Responsible for smooth functioning of the front office department
 Ensuring proper coordination with other departments
 Reviews night audit report
 Reviews incoming reservations for the day
 Communicates information to all employees on all shifts,
concerning reservations, room assignments and room inventory
 Resolves guest billing discrepancies and complaints
 Prepares budget with the general manager with the general
manager and the controller.
Lobby Manager
  He ensures that all rooms are blocked as per reservation requests
 He keeps a check on room position
 He instructs the airport representatives regarding the list of arrivals
to be met.
 He checks pre-registration cards
 He also checks housekeeping discrepancy report
 He ensures that guest requests and complaints are followed up
 He follows up on group and crew movement
 He takes actions for all unusual events in the lobby like fire,
accidents, etc.,
 He ensures the smooth running of the lobby.
 He sends “C” Forms to the FRRO.
Reception Supervisor
 To train all front office assistants on the job
 To make the duty roster for the staff
 To check the shift in-charge’s list on a daily basis
 To check the next day’s arrival list and to brief the staff accordingly
 He makes the requisition for the stationery required for the Front
Office
 Ensures the smooth running of the reception
 Welcomes VIP guests
 Attends to guest complaints
 Assists the reception staff
 Maintains records of the reception
Reception Assistant
 To answer the queries of the guest to their satisfaction and to
provide information
 To promptly register guests and to assign rooms to them
 To update the room rack regularly
 To complete pre-registration formalities for VIPs
 To execute government formalities regarding foreigners
 To prepare room reports and occupancy statistics
 Send messages to the guests
 To print the arrival list for the next day.

Reception Shift in-charge

  Performs the tasks of reception assistant
 Supervises and checks the entire Shift Operation
 Handles guest complaints
 Checks all the reports before the end of the shift
 Airline crew blocking and group blocking
Reservation Supervisor
 To help out Reservation Assistant in calls, courses and feeding
reservation information.
 To supervise the staff under her and impart training
 To monitor all new movements
 To follow up on billing instructions and other special requests
 To check on credit facilities to Companies, discount policies and
discounts offered to various companies.
 Co-ordination with Reception, Information, Sales and Marketing
Departments and Tour Operator.
 Up-to-date information of the position of the house for the day and
the next three days.
 She draws up a weekly, monthly and quarterly forecast
 Monitors VIP movements and informs all concerned
 Monitors house status and keep Front Office Manager informed of
sold out dates.
 Deals with correspondence, vouchers, exchange orders, deposits,
refund of deposits and actions thereon.
 She handles the group and conference booking.

Reservation Assistant
 To update regularly the reservation chart and computer
 To properly and courteously handle all reservation requests
 To keep all reservations correspondence up to date
 To handle amendments and cancellation of reservation.

Senior Bell Captain

 He controls the movements of Bell Captains and Bell Boys
 He briefs the Bell Boy and ensures that they are always well
groomed
 Takes stock of the luggage, parcels and any other material
  Has thorough knowledge of the hotel, shops, airline offices,
executive offices etc.
 Thorough procedure on arrival and departure. To carry out different
errands for the guests
 Responsible for the proper distribution of newspapers. Keeping
stock of the equipment’s, trolleys and ensuring that they are in good
working order.
 Vigilant and alert on duty
 To initiate action against guests having scanty baggage
 To assist in crew and group wakeup call procedures
Bell Boy
 Take the baggage front the porch to the room
 Escort the guest to the rooms on arrival
 Place the baggage in the room
 Explain the operation of light switches, air conditioning control to the
guests.
 Brings the baggage down in case of departures
 Checks the room to ensure that the guest has not left any articles in
the room
 Obtain clearance from Front Office cashier on the errand card
regarding the bill.
 Check that main and messages are distributed to the guests.
 Knows how to operate position machines, typewriters and F O
equipment
 Understands and knows how to perform check-in and check-out
procedures
 Handle errands requested by guests and Front Office staff
 Handle baggage of guests when they are shifting to another room
 Distribute news papers
 To page guests in the lobby
 To report guests with scantly baggage the bell captain
 To issue postage stamps against cash.
Door Man
 Opening hotel doors and assisting guests upon arrival.
 Helping guests and unload luggage from vehicles.
 Escorting guests to the hotel registration area.
 Controlling vehicle traffic flow and safety at the hotel entrance.
  Hailing taxis, upon request.
 Assisting with valet parking services.
 Performing light housekeeping services in the lobby and entry area.
Valet Parking attendants
 Valet Parking is generally available at hotels offering world-class,
Luxury or 5 Star services.
 They are specially trained employees to park guest and visitors cars.
 Specially trained employees should park guest and visitors cars.
 The personal attention and security of valet parking service is
considered both and a convenience.
 Valet parking attendants are also responsible for the security of
vehicles being moved to and from the hotel entrance.
Transportation personnel/ Driver/ Chauffer
 He must be well trained and properly licensed to operate the vehicle.
 It is important for them to be polite, efficient, and knowledgeable
about the property.
 Drivers should also offer according to the weather hot /cold towels
and packaged drinking water to the guest.
 It is generally customary for drivers to provide some information
about the hotel while in transit, either through a live spoken
presentation or a pre-recorded audio tape.
 Drivers should also help guests entering and exiting the vehicle.
 Drivers should also inform the hotel before the guests reaches the
hotel. This allows the hotels to prepare and keep ready the check in
procedures before the guest arrival at the hotel.

Concierges
 Making reservations for dining places for hotel guests.
 Securing tickets for theatre and sporting events.
 Arranging for transportation; and providing information on cultural
events and local attractions. Getting tickets to sold-out concerts or
making last minute dinner reservations at a crowded restaurant are
part of a concierge's responsibility and reputation. In some hotels the
head concierge is the manager for the uniformed
servicesdepartment.
 He is responsible for supervising all uniformed service personal.
Front Office Cashier
 Operates front office posting equipment
 Completes cashier pre-shift supply checklist
 Completes guest check in procedures
 Post charges to guest account
 Handle paid-outs
 Completes guest check-out procedures
 Settles guest account
 Makes account adjustments
Night Auditor
 Posts room charges and taxes to guest accounts
 Processes guest charge vouchers and credit card vouchers
 Transfers charges and deposits to master accounts
 Verifies all account postings and balances
 Prepares a summary of cash, check and credit card activities
 Summarizes results of operations for management
QUALITIES/ PERSONALITY TRAITS OF FRONT OFFICE
PERSONNEL
Guests remain in direct contact with the front office staff throughout their
stay at the hotel. As the front office personnel are the first and the last
point of contact with the guests, they reflect the image of the hotel, and
hence should carry themselves and behave in a way befitting the vision of
the organization. Front office employees are the ambassadors of the hotel
and need to be at their best at all times of the day. The front office
personnel must possess various qualities to discharge their duties
efficiently, which are explained as following:

1. Pleasant personality
Most often, a front desk employee is the first person with whom a guest
comes in contact. The guest starts building the image of the hotel from the
physical appearance and personality of the front office personnel. The
gestures, grooming and personal presentation of a front desk employee
are very important in leaving a good impression in the mind of the guest.
The front desk personnel should be well turned out. He should have a
pleasing personality, greeting guests with a smiling face and showing
interest in their concerns.
2. Personal hygiene
The front office employee should follow the highest standards of personal
hygiene. They are in direct contact with guests throughout the day. A good
sense of personal hygiene is imperative for the front office employees as
their appearance influences the image of the hotel in the eyes of guests.
As guests check into a hotel at all times and would be in touch with the
front desk at any point of the day or night, the front office personnel need
to look their best at all times.
3. Physical fitness
It is important for front desk personnel to be physically fit as they have to
be constantly on their feet during their long working hours. During peak
business
Time or shortage of staff, they may have to work at long stretches. The bell
desk personnel and sometimes the front desk staff too have to perform
tasks like lifting and shifting guest luggage and parcels etc.
4. Honesty
The front office employees should be honest and trustworthy. They should
not succumbto temptations that may arise during the day to day working of
the department. Honestemployees are an asset to an org and leave a good
impression of the hotel in the mind of guests.
5. Salesmanship
There are many instances when the front desk personnel can sell slow
moving services or products of the hotels. If the room category desired by a
guest is not available, they can suggest the guest to book a room of higher
rate category, rather than rejecting the reservation request. They can
motivate guests to increase their length of stay by informing them about
the nearby places of interest or upcoming events and shows.
6. Diplomacy
It is a very important characteristic needed in any front desk personnel.
They should be diplomatic while attending to any problem that a guest
might have with the hotel and its services. They should solve the guest
problem, without upsetting or offending the guest. For e.g. while rejecting a
request for a room booking for unavailability.
7. Good memory
Any guest would like to be recognized by the hotel staff and be addressed
by their names on their repeat visits to the hotel. A sharp memory will help
the front office staff to remember and respond to the reservation requests
and special preferences of the guest. This gives a personalized touch and
establishes a lasting relationship with the guest.
8.Good communication skills
Good comm. Skill will permit the front office personnel to be confident
while interacting with a guest. They should be polite, clear and precise in
their communication. They should be proficient in English or other widely
spoken language. Knowledge of any other foreign language is an added
advantage.
9.Calmness
The front office personnel should be able to remain calm and composed in
high pressure situations, like handling a highly unsatisfied or angry guest.
The calmness and patience of the personnel in such situations will help to
diffuse the tension, resolve the problem, and win the guest faith and
loyalty.
10. Courteousness
It is important that the personnel should never argue with the guest. In
case they areunable to resolve a guest problem, they should involve their
immediatesupervisor. A smooth resolution of problems teamed with a
courteous behaviour bof a hotel staff will lead to goodwill among guests.
11. Loyalty
The front office personnel should be loyal to their job as well as to
themanagement and their organization. Loyalty instills a sense of
belongingness among employees, which reflects in their interactions with
guests.
12. Punctuality
The front office employees should be punctual in reporting for their shifts,
as well as in the discharge of their duties and responsibilities. The
punctuality of employees reflects their commitment to their workplace

FRONT OFFICE EQUIPMENTS

(A)NON AUTOMATED
 (B)SEMI AUTOMATED
(C) AUTOMATED

FRONT OFFICE SYSTEMS

Before the 1920s, technology in the front office was almost non-existent
and manual operations were the rule in lodging operations. The semi-
automated operations through the early 1970s laid much of the
groundwork for the development of the automated operations in the late
1970s.The following overviews, based on the phase of the traditional guest
cycle, represent the evolution of front office record-keeping systems.

NON-AUTOMATED SYSTEM
Non-automated front office record keeping systems relied solely on
handwritten forms. Pre arrival activities: reservations agents entered
requests into a loose-leaf notebook or onto index cards. Non-automated
hotels typically accepted reservations for no more than six months into the
future and they were unlikely to commit space beyond that time.
Reservation confirmation,preregistration activities and occupancy
forecasts were not common in nonautomated hotels since they were very
laborious to develop and maintain. Reservation information may also have
been placed on a density chart or graph to illustrate future room
availabilities and help managers to identify high and low room demand
periods. A density board was usually setup as a matrix, with days of the
month for rows and number of available rooms for columns. As rooms
were blocked or booked, the matrix cells that that corresponded to the
dates of stay and number of rooms were coloured in. These coloured
squares reflect the density or concentration of rooms reserved.
Arrival activities: Upon arrival, guests were asked to sign a page in a
registration book or complete a registration card. Room assignments were
made using a manual card replacement technique involving room rack,
and sometimes, colour coded flags indicating the housekeeping status for
each room for the property. Room rack is an array of metal file pockets
that displayed guest and room status information in room number order.
The registration card is often time-stamped during check-in and placed in
the room rack to indicate occupancy.
Occupancy activities: Multiple copy registration slips, which may have been
part of the registration card, allowed copies of the guest’s personal data to
be distributed to the room rack, switch-board operator and uniformed
service personnel. The original registration card often doubled as a guest
account folio. Revenue outlets send sent documentation (vouchers) of
charges to the frontdesk for posting to guest folios. The revenue outlets
also maintained a sales record of all the charged transaction so that guest
account postings can be cross-checked as part of the night audit routine.
Although adding machines may have been used to facilitate accounting
procedures, monitoring guest activities within a manual process is often
repetitive, cumbersome and tedious.
Departure activities: At check-out, guests settle their accounts and
returned their room keys; the cashier notified the house-keeping
department of departures. Registration card or rack-slips were removed
from the room rack and marked to indicate departure. The registration
card or rack slip was then filed in a cardboard box and served as a guest
history file. If the registration card was time-stamped at check-in, it was
also time stamped at check-out.
SEMI-AUTOMATED SYSTEM
A semi-automated system or electro-mechanical, front office system
depends on both handwritten and machine produced forms. Advantages of
a semi-automated system over a non-automated system included
automatically generated and easy to read documents that detailed the
steps of a transaction.t6hese documents represented what is known as an
audit trail. The disadvantages of semi-automated equipment included the
complexities of operating and controlling devices that were not integrated
with other systems and that were subject to frequent maintenance
problems.
Pre-arrival activities: Guests making reservations would call a national
reservations network or contact the hotel directly. When reservation
requests grew beyond the front desk’s ability to handle them efficiently,
many hotels created a reservation department. Pre-registration activities
included preparation of registration cards (Reg-cards), guest folios and
information slips. Room assignments were usually made based on room
rack status, as in a non-automated process. As in non-automated hotels,
semi-automated properties usually opted to maintain a manual reservation
density board.
Arrival activities: When guests with reservations arrived at the hotel, they
simply verified the previously recorded registration information and signed
a pre-printed registration card. Walk-in guests generally completed a
multiple-copy registration card. Copies were distributed to the room rack,
the switch board operator and the information rack.
Occupancy activities: The use of semi-automated systems did not
significantly reduce the paperwork needed to chart the guest cycle.
Vouchers were used to communicate charge purchases to the front desk,
and revenue outlets relied on sales record entries to prove transactions.
Mechanical and electronic cash registers and front office posting machines
were used to process many of the records formerly processed by hand. The
use of this equipment enabled the front office to handle guest accounting
transactions more accurately and rapidly. A night audit procedure based on
posting machine records was used to verify account entries and balances.
Departure activities: A more through audit routine, made possible by a
semi-automated system, led to faster and smoother guest check-outs.
Front desk agents experienced fewer discrepancies in guest accounts and
were able to efficiently reconcile guest accounts. They were also able to
relay room status information to house-keeping much more quickly than
they could in a non-automated system. Registration cards were collected
and placed in the property’s guest history file for future reference.
FULLY-AUTOMATED SYSTEM
Front office record keeping in a computer based property management
system is mostly the result of programmed routines. Computer systems
designed for use in the hospitality industry were first introduced in early
1970s, but were not considered viable until the late 1970s.During
1980s,computer equipment’s became less expensive, more compact and
easier to operate. Intellect data system (IDS), Fidelio is some of the popular
PMS used in our industry.
Pre-arrival activities: The reservation software of an in-house PMS may
directly interface with a central Reservation system(CRS) or Global
Distribution System (GDS) and automatically quote rates and reserve
rooms according to a predetermined pattern. The reservation software may
also automatically generate letters of confirmation, produce request for
guest deposits, handle pre-registration activities and establish credit status
of the traveller if a credit card or debit card Number has been provided at
the time the reservation is made. Electronic folios can be established and
pre-registration transactions can be processed for guests with confirmed
reservations. A reservation software package may also generate an
expected arrivals list, occupancy and revenue forecasts and a variety of
informative reports.
Arrival activities: Guest information collected during reservation process is
automatically transferred from the computer’s reservation record to the
front office software of the PMS. For walk-in guests, guest information is
entered in to the front office system by a front desk agent. The agent may
then present a computer prepared registration card to the guest for
verification and signature. The installation of on-line credit card
authorization terminals helps front desk personnel to receive timely credit
card approval. Registration data, stored electronically I the system, can be
retrieved whenever necessary, thereby making a room rack unnecessary.
Electronic guest folios are also maintained and accessed through the
system’s application software.
Self-check-in: In addition, some properties offer self-check-in/check-out
terminals. In fact, these terminals have been in existence for many years,
but only recently has the cost of the technology been significantly reduced.
In addition, the acceptance of automated teller machines (ATM)used by
most banks and self-check-in terminals at airports has had a direct impact
on guests, who are willing to accept self-help equipment’s in lodging
establishments. To use one of these terminals, the guest inserts a
credit card, debit card or smart card in to the machine, which reads
encoded card data and communicates with the property management
system. The central system locates the guest’s reservation and returns the
information to the terminal. The guest is asked to verify name, departure
date, and rate and room type on the display. Some system allows changes
to this information and some require that the guest go to the front desk for
amendment (changes). If the information is correct, the system assigns an
available room within the PMS and dispenses a rooming slip to different
departments and issues guest room keys. Advanced systems provide
electronic room keys that are individually created when the guest checks
in. Some world class service hotels may not use
self-check-in/check out terminals because they want to keep personal
contact between the hotel staff and guest. Self-check-in terminals are
being accepted in large convention hotels where long check-in checkout
lines can diminish the guest’s experience. These terminals are used to
reduce the long lines and get guests to their rooms faster. One additional
advantage of this system is in economy and mid-range hotels are that they
may eliminate the need for a night shift at the front desk.
Occupancy activities: With a front office system, on-automated room racks
and electromechanical or electro posting machines are replaced by
computer terminals throughout the front office. As guests charge
purchases at revenue outlets, the charged amounts are electronically
transferred to the front office computer from the POS (point of sale)
location. These e charges are then automatically posted to the proper
e4lectronic guest folio. Instantaneous postings, simultaneous guest
accounts and departmental entries and continuous trial balances free the
front office auditor to spend time on auditing, rather than focusing
primarily on guest account balancing.
Departure activities: A Neatly printed electronic folio helps assure the guest
that the statement is complete and accurate. Depending on the method of
settlement, the computer system may automatically post the transaction
to appropriate back office accounts. For a guest account that requires
third-party billing, the system is capable of producing a bill to be sent to the
guest or credit granting agency. Once the guest’s account is settled and the
postings are considered complete, departed guest information is used to
create an electronic record in the hotel’s guest history file.
EQUIPMENTS, FURNITURE AND RACKS USED AT FRONT OFFICE
The equipment’s used at Front Office can be broadly divided into 2 and
these are:
(1) Major equipment’s, furniture:
 Reception desk/ counter with flower arrangements
 Information desk/ counter with flower arrangements
 Cashier and bills desk counter with flower arrangements
  Computers with either Wide Area Network (WAN) or Local Area
Network (LAN)
 Bell desk
 Lobby Manager’s desk and chairs with flower arrangement
 Guest relation executive’s desk, chairs with flower arrangement
 Travel desk with chairs and flower arrangement
 Safe vault
 Photocopying machine
 Telex/ Fax
 Billing machine, N.C.R
 Telephone exchange with extensions
 Postal weighing and franking machine
 Luggage trolleys
 Furniture, fixture etc. for lobby
(2) Minorequipment’s, furniture and racks:
 Key and mail rack
 Mail sorting rack
 Room rack
 Information rack
 Racks for duplicate keys
 Guest history card folders
 Cabinets to keep files at reception, information and cash counters
 Paging board
 Function boards
 Typewriters
 Credit card charge machines
 Debit card machines
 Luggage net for left luggage room
 Files
 Tables and chairs for the back office
 Bill rack for storing guest bills and vouchers
 Folders to keep bills

1. FULLY AUTOMATED EQUIPMENTS:

 (a) CREDIT CARD VALIDATOR: This is automated front office equipment,
used by the Front office cashier to check the validity of the credit
card presented by the guest as a mode of payment at the time of
departure.

This equipment is linked to a credit card data bank, which holds

information concerning the validity of the C.C. of the guest. This
equipment helps the hotel to know the validity as well as the balance
of the credit card, which is, offends by the guest thus reducing the
chances of loss to the hotel.
(b) TIME-STAMPING MACHINE: This is an electronic device, which is used
extensively by the Front Office of a hotel. The machine imprints the details
of a guest on a piece of paper like check in and out time, any message etc.
This equipment is very helpful to the hotel as it eases out the operations of
the Front office department to maintain the records and other data
pertaining to the guests.
(c) FAX MACHINES: The full form of the Fax is Facsimile Automated Xerox
machine and is important electronic equipment used in the Front desk for
the purpose of communication. This equipment operates through
telephonic lines and is used extensively to receive or send official
documents, which are important from the point of view of guest and also
the hotel.
(d) CALL ACCOUNTING SYSTEM: The call accounting system is called PABX
(Private Automated Branch Exchange) is used in Telephone exchange
section of the front office department to automatically trace and bill the
outgoing calls made by the guests during their stay in the hotel.
(e) COMPUTER: Almost all the hotels of the world is using computer these
dates for the successful operations of the hotel. A computer is very
essential equipment where one can feed various data and information
pertaining to the guests. Computer these days are installed with the special
software like Fidelio, POS, IDS etc. which has all the inputs data and
formats of the hotel operations and thus easing out the work of audit and
control of the hotel.
2. SEMI-AUTOMATED EQUIPMENTS:
(a) POSTING MACHINE: Posting machine is very essential equipment used
in the Front Office for posting the various charges in the accounts of the
guests. The posting machine is generally used to calculate the totals of the
guests’ accounts, departments and transactions.
(b) CASH REGISTER: The cash register is semi-automated equipment used
generally by the Front desk such as stamps, newspapers, candy etc.
(c) WAKE UP CALLS: Many hotels use automated software to provide wake
–up calls. In this all the wake up request from the guests are fed into this
system, which includes the date, time, room no., name of guest and
thetelephone of that particular room automatically rings at the mentioned
time thus waking up the guest.
(d) CREDIT CARD IMPRINTER: This device is mostly used by the Front Office
cashier at the time of arrival, when the guest presents this credit card to
the cashier as the mode of payment of his hotel bills. All the details of the
credit card are imprinted on the paper with the help of the device.

3. MANUAL EQUIPMENTS:
(a) ROOM RACK: Room rack is a large wooden framework located just
behind the front desk. It contains a metallic array of pockets, which
contains large number of room rack slips for showing the reservation and
housekeeping status of each guest room of a hotel. It is a joint effort of the
front desk and housekeeping to timely update the room rack in order to
have an accurate room status position. When key slots are added to the
room rack, it can serve as combination room and key rack. The room rack
contains a summary of information about the current status of all rooms in
the hotel. A room rack slip or in some hotels, the guest registration card
itself can be inserted into the room rack to display guest information, room
number and room rate. At one glance the room rack informs the front
office assistant of the occupancy and housekeeping status of all rooms.
The room rack may also contain information about room types, features
and rates. This information may be used to match available room with
guest request during the registration process. Need for room rack is
eliminated in a computerized system.
(b) INFORMATION RACK: This is again an important device present at the
front desk, which contains all the required information of in-house guests
in an alphabetical order. An information rack is composed of two index
listings of in-house guests. One by the guest’s last name and another by
assigned room number. An information rack is commonly used to assist
front office employees with proper routing of telephone calls, mails,
messages and visitor’s inquiries. The information rack normally consists of
aluminium slots designed to hold guest information slips. These slots can
be easily arranged and rearranged to fit the immediate needs of the hotel.
Computer systems eliminate the need for an information rack since guest
name and room number data are easily retrievable through computer
system.
(c) MAIL & MESSAGE RACK: Mail or message rack is a wooden framework
present at the front desk, which has pigeonholes mentioning each room
number of the hotel. Any message for in-house guest is noted on the
message slip and then put in the pigeonhole of the room no. in which that
particular guest is staying. Some front offices use rack as room divider by
placing it between the front desk and the telephone operators. When mail
and message compartments of the rack are open from both sides,
telephone operators and front office assistants have equal access to rack
contents. If guest room telephones are equipped with ‘message lights’,
they can be used to notify guests when they have messages at the desk. In
Room message lights can be activated with a control switch beside each
room’s slot in the mail, message and key rack.
(d) KEY RACK OR KEY DRAWER: Key rack or key drawer is a wooden or
metallic framework present underneath the front desk. It contains an array
of slots used for keeping the keys of the guest rooms in sequential order
for the guest rooms present in the hotel. Nowadays most good hotels are
using the electronic keys for their guest rooms, but for hotels, which are
still persisting with the metallic keys, the key rack is an important device to
maintain the control of keys.
(e) FOLIOWELL OR FOLIO BUCKET: This is important equipment used in the
front desk cash section. This equipment contains a large number of slots
where the folios are arranged sequentially according to the room number.
The folio well is used by the front office cashier to store and track the folios
of the various registered guests of the hotel and is used to maintain the
folios safely for future use and reference.

BELL DESK
(A)FUNCTIONS
(B)PROCEDURES AND RECORDS
BELL DESK OPERATIONS, FUNCTIONS AND PROCEDURES
It is a small counter or desk in the lobby from where the bell captain/bell
boys operate. The strategic location of the bell desk should be at the
entrance of the hotel from where the guest enters and should be in clear
view of the hotel preferably so that the doorman can signal the bell boy at
the time of guest arrival.
Equipment used by the bell desk staffing order to carry out their daily
operations
 Luggage Trolleys
 Wheel Chair/Starches/Crutches
 First Aid Kit
 Cash Box
 Paging Board-White and Black
 Telephones
 luggage net 8. umbrella
Formats used by the bell desk
 Bell Boy Errand Card
 Movement Register
 Left Luggage Slip
 News Paper List
 Cash Float On Stamps and Postage
 Inward Mail Register
 Outward Mail Register
 Log Book
The main functions of bell desk are in terms of guest handling are :
 Handling luggage at the time of check in, check out and room
change
 Mail handling
 Message handling
 Paging the guest in the public area
 Storage of luggage left by the guest
 Newspaper for in-house guest

 Parcels, couriers 8. Medicines

MESSAGE HANDLING
Procedure for handling messages
1. If a call comes for the guest the reception checks if the guest stays with
the hotel and accordingly forward the call or takes the message if the
guest is not in the hotel.
2. The message is typed in PMS and is printed immediately; the message
is handed to the bell desk.
3. The bell attendant places the message in an envelope and takes it up to
the room.
4. The bell attendant slips the message into the room or if the guest is in
the room he knocks and hands it to the guest. The attendant enters the

details in the errand card.

Fax/telex messages
1. Pick up the fax or telex from the information counter
2. Check the room number and enter details onto the control chart
3. Assign the bell boy with errand card to deliver it to the guest
4. Await the elevator
5. Reach the room, knock the door, and hand over the fax/telex to the
guest. (If DND or double locked, slip it under the door)
NEWS PAPER HANDLING
Ordering the newspaper is done by the bell captain, and the front office
manager or the duty manage r signs the voucher. Newspapers are sent to
general managers as well as to particular departments following factors
are taken into consideration while ordering new papers:
 occupancy level
 type of clientele e.g.: corporate, leisure etc.
 VIP arrival, in-house
Procedure for newspaper handling
1. The night shift prepares the newspaper list according to preferences
given by the guest while checking in, the long staying guests. If no
particular request is made any newspaper may be placed.
2. The night shift bell attendant hangs the news paper bags according to
the newspaper list prepared.
3. On high occupancy days if there are back to back rooms and the
newspaper was taken by the guest the bell attendant place after the guest
checks in.
4. If the guest is checking in for the first time, the reception checks for the
newspaper preferences of the guest.
5. VIPs and suite rooms get extra news papers
 Collect the newspaper from porch and bring it to the bell desk
 Sort out the news papers
 Check the choice of newspaper from guest request form
 Arrange the newspapers from guest request form
 Arrange the newspapers floor wise as per requirement
 Await the elevators and reach the floor
 Hang the newspaper on the door knob
PAGING SYSTEM IN THE LOBBY
 Answer the call from the information counter
 Enquire the details of the guest: the name of the guest
 Write down the same on the writing pad
 Write down the guest’s name on the paging board
 Page for the guest in the lobby
 Direct the guest to information counter
CALL FOR MEDICINE FROM GUEST IN HOUSE
 pick up the call within three rings
 check for the prescription and
o name of the medicine
o amount of medicine
o urgency
o billing
 Fill in the out pass and ascertain the signature from the duty
manager
 take a paid out for the amount needed to cover the cost
 send the bell boy to the medical shop to purchase the medicine
 await the arrival of medicine
 inform the guest about the medicine bought
 deliver the same to the room
BAGGAGE HANDLING-CHECK IN
Procedure
1. Welcome the guest at the main porch. Unload the luggage and then
escort the guest to the reception
2. Wait for the guest to check in, meanwhile tag the guest luggage and
write the room no on the tag. Once the check in process is over, escort the
guest to the room. On the way explain features, facilities and outlets of the
hotel
3. On reaching the guest room, open the door, switch on the light, and
explain the features of the room and place the luggage on the luggage
rack.
4. End the conversation by checking if everything is fine in the room and if
there is anything you could help the guest with. Wish the guest a pleasant
staying the hotel. Leave the door by closing the door behind
5. The errand card is filled in finally with all the details
It can be explained in the following way as well
 Based on the information from the doorman, decide upon the
trolleys or the number of people required
 Go to the vehicle
 Greet the guest
 Unload the baggage and bring the same to the lobby
 Guide the guest to the reception
 Wait for the guest to do the formalities
 Find the room allotted to the guest
 Collect the key of the room
 Carry the baggage and guide the guest to the allotted room
 Open the door and switch on the lights
 Place the baggage in ideal place
 Open the curtains
 Show the guest the basic facilities
 Hand over the key and the key card to the guest
 Check with the guest if they need any help
 Wish the guest and return to the bell desk

BAGGAGE HANDLING-CHECK OUT

Procedure
  If the guest has informed the checkout time call the guest or receive
the call form the guest
 Enquire about the time and number of luggage to be carried
 Based on the baggage, decide upon the number of trolleys and
people required
 Go to the concerned room with the trolley
 Wish the guest and inform him/her
 Collect the baggage and bring it down to the lobby
 Wait till the guest clears the formalities at the reception/cash
 Load the luggage into the vehicle by which the guest is leaving the
hotel.
 Take down the vehicle number and the number of baggage on the
errand card
ROOM CHANGE
It often happens that Guests request for a Room change either because
they do not like the view or due to some maintenance problem or wish to
change their Room to a particular Room, which they had liked in their last,
visit. Whenever the Guests make such kind of request, every assistance
should be provided to the Guest in helping him change the Room. The
Receptionist should pre-block the Room in such cases and the Room
should be checked before shifting the Guest. The luggage should be left
packed by the Guest in case the shifting has to be done in his absence.
Every assistance should be provided to the Guest to pack his luggage in
case the shifting is done in his presence. The Bell Boy has to ensure that
no pieces of luggage or article belonging to the Guest has been left behind
and should thoroughly check the Room before depositing the previous
Room key at the Front Desk. Once the shifting is done, and the keys are
deposited at the Front Desk, the Bell Boy should inform the Receptionist so
that he can show a Room change in the computer, and also circulate a
Room transfer slip to Cashiers / Telephones / Room service /
housekeeping, so that they are also intimated about the Room change.
LEFT LUGGAGE ROOM
At times the Guests may check out but would like to leave their baggage in
the hotel for a few hours or days, or the Guest may be waiting to check-in
or his stay is only for a few hours and would therefore require only a part of
his luggage in his Room. In such circumstances, the Guest may use the
facility of the left luggage Room that is maintained by the Bell Desk.
 Whenever the Guest wishes to keep his baggage in the left luggage Room,
the Bell Boy fills out a baggage tag which mentions the Guest’s name,
Room number, the check-out date of the Guest, bill settlement status and
number of pieces of baggage. All the Left luggage tags are serially
numbered. The Bell Boy is required to sign on both the baggage tag and
the counter foil. The tag is then tied to the bag and the counter foil is
handed over to the Guest which he is required to show as an authority to
claim his baggage at a later time / date. At time of collecting such
baggage to keep in the left luggage Room, the BellBoy should ensure that
the luggage is packed and locked and not damaged. It is also essential to
check with the guests that the baggage does not contain any fragile item.
The baggage should then be placed in the left luggage Room and the left
luggage Room Register has to be filled with the relevant details.
Luggage kept for more than two weeks should be brought to the notice of
the Duty Manager so that the Guest can be informed to come and collect
the baggage.
In case the Guest cannot come himself to collect the baggage, he has to
sign a letter of authority and send his baggage counter foil along with the
representative who comes to collect the baggage on his behalf. The
representative has to ensure that he checks the baggage is in order. He
then deposits the letter of authority and the baggage counterfoil with the
BellBoy and signs on the left luggage Room Register and collects the
baggage. Baggage storage is made available for the guests who require
their luggage to be kept for a short period in the hotel while waiting for a
friend /taxi to report etc.
Procedure for luggage storage
1. The guest while checking out requests the bell attendant to place the
bag in the luggage storage as he is waiting for a car pick up
2. The bell attendant fills a temporary luggage slip for the guest and takes
the guest’s signature before placing the luggage. The name of the guest
room no, date is filled in .
3. The bell attendant should also make entry in the book for the luggage
room. The bell attendant tags the bags and places the luggage in the
luggage room till the time requested by the guest
4. When the guest request for the baggage, the bell attendant asks the
guest for the slip and checks it against the tagged luggage and marks it off
in the book and takes the luggage to the gests car.
5. In case the guest loses the slip the duty manager is informed and
precaution is taken while handling the luggage to the guest. The bell
attendants should make sure that the errand card is filled for cash and
every task performed by them in complete details. The front office
manager signs this card.
The bell desk is situated at a point where in the moment a guest either for
a check in or check out can be observed and subsequently attended to .bell
desk plays an important role in the hotel operations as they have direct
contact which can be used as an opportunity to communicate vital
information about he hotel (details on restaurants important events and
happenings, fitness centre/health club etc.
Most hotels use this opportunity as a marketing tool to keep the guest
informed about the facilities in the hotel. The bell desk staff must ensure
that they are aware about the names of the guest who are in-house.

LEFT LUGGAGE REGISTER

LEFT LUGGAGE SLIP

 BAGGAGE CHECK SLIP

BAGGAGE HANDLING OF GROUPS:

Since there are lot of pieces of baggage involved in group check-ins, there
need to be proper coordination between the Bell Desk, Travel Agents and
the group leader while offloading the baggage. The baggage should be
immediately kept together and the total number of pieces of baggage
should be counted and confirmed with the group leader. Once the Room
numbers are allotted, the BellBoys should co-ordinate with the group
leader and start tagging the luggage and segregating them floor wise.
Once the Guests go up to the Room, the Bellboys should coordinate with
the GRE to get the group Rooming list They should also note down baggage
down time from the GRE to ensure that the Guests get good service and so
that the checkout is smooth. Whenever possible, the Bell Boy should also
assist and explain to the individual group members about the services and
facilities offered by the Hotel and also confirm that the correct number of
baggage have been delivered to the individual group member.
In case of a repeat group, the Bell Captain should be given a copy of the
rooming List well in advance so that identification and sorting of baggage
could be done quickly even when the guests are waiting to be handed over
the keys.
 Unload the bags from the bus
  Check the number of bags with the group leader and tally with
physical stock
 Bring the bags form porch to the bell desk
 Attach the baggage tags to the bag
 Collect the rooming list from the reception and check with the guest
for identification of bags
 Write down the room numbers on the baggage tags attached
 Assist the guests to their rooms
 Enter the control chart and assign the bell boys with the errand
cards
 Await the elevator, load the bags, reach the floor and deliver the
bags to the concerned room (if the guest is not in the room, open
the room andplace the bags.)
Group check out –baggage handling
 Check departure time and date with the group leader at the time of
check in.
 Take down the room numbers from the reception
 Enter the departure rooms in the control chart and assign errand
cards to the boys.
 Await the elevator and reach the room, knock on the door and wish
the guest
 Count the number of bags enter errand cards
 Collect the bags and the room key.
 Wait for the elevator and reach the lobby
 Inform the bell captain and hand over the room key to reception and
take down the receptionist signature on departure card. Take down
the cashier’s signature after ascertaining that bills are settled.
 Load the bags onto the bus and take down the number of bags
loaded
Departmental errands
 Pick up the requisition/room change book/guest history/VIP
list/special requisitions from the information counter
 Inform to the duty manager and ascertain signature
 Enter it in the control chart
 Assign the bell boys to the concerned department
Postage
 Take the mail from the guest
 Check the type of mail
 How much it will cost
 Stick the stamps on the card/cover
 Check for the mode of payment
 Post the letter
 Action out the mode of payment
o Take the paid out book from the cashier
o Write it out
o Get the duty managers authorization
o Give it to the cashier to charge into the account
o If it cash collect the cash directly from the guest
To deliver guest parcels
 Collect the parcels from the guest
 Check the address for accuracy and direction
 Assist the boy with where about of the location
 Ascertain duty manager’s signature
 Assign the boy to deliver
 After delivering the same inform the guest of the same
Handling VIP baggage
VIP baggage is to be handled in a similar fashion except that VIPs generally
are escorted to their rooms by the lobby manager the bellboy collets the
room keys and proceeds to the room in advance to the guest. He switches
on the lights, draws the curtains and checks the room for any deficiencies
and gets them rectified. He waits outside the door for the guest to arrive.
On arrival of the guest he leaves and returns to the room.
Apart from all these jobs there may be certain other jobs the bell desk
needs to carry out. Some of them are mentioned below.
 Escort the guest to certain tourist spots or other places on requests
 Miscellaneous jobs like repairing of suitcase or other guest
belongings.
 Purchasing movie tickets or passes for theatre shows etc.

BELL BOY ERRAND CARD

BELL BOY MOVEMENT CONTROL SHEET
BELL BOY ARRIVAL/DEPARTURE ERRAND CARD
The following registers are to be maintained by the Bell Desk: -
LOGBOOK: - Hotel figures for the previous day, position for the day, any
special points regarding Hotel promotions, VIP arrivals, etc. to be
mentioned. Any important information pertaining to guests like parcels,
mails, couriers for expected Arrivals, In-house guests leaving parcels for
their colleagues to pick up later, etc. should be mentioned. In such cases,
name/contact no of the guest and name/contact no of the person coming
to collect the parcel. Also information such as guests scheduled to check
out and luggage to be brought down, Bills on hold, baggage left with Bell
desk and guest collecting it later, etc. Proper handover should be given on
a shift-wise basis to prevent any miscommunication.
NEWSPAPER REGISTER: - A register is mentioned to keep a track of the
daily newspapers that are indented so that the at the end of the month
same can be tallied with the newspaper count mentioned in the final bill
sent by the vendor.
LEFT LUGGAGE REGISTER: - The same is maintained in case of guests
leaving back their luggage on c/out on the pretext of collecting it on the
next visit. A proper entry is made and handover given on shift basis. Guest
is given a left luggage tad with the baggage details clearly mentioned.
When the guest returns to collect his luggage, his signature is taken on the
Left luggage register and his left luggage tag destroyed.

EMERGENCIES in our Hotel, there could be various circumstances, which

can lead to fire or medical emergencies. The BellBoys have to always be on
alert so that prompt action can be taken. To counter situations of fire
emergencies, the BellBoys have to be trained about their responsibilities in
the Fire Combat team – they are a part of both the Evacuation team as
well as the Protection team. They should be aware about all the fire exits in
the Hotel. To counter medical emergencies, it is very important that the
Bell Desk keeps the following: First Aid Medical Box Wheel Chair Stretcher.

FRENCH TERMS

Days of the week

lundi Monday
mardi Tuesday
mercredi Wednesday
jeudi Thursday
vendredi Friday
samedi Saturday
dimanche Sunday
Months of the year
janvier January
février February
mars March
avril April
mai May
juin June
juillet July
août August
septembre September
octobre October
novembre November
décembre December

seasons
printemps spring
été summer
automne autumn/fall
hiver winter

The Alphabet
In French alphabet there are 26 letters like that of English however the pronunciations are
different. There is an exceptional letter that is œ out of alphabet.

Accent:

There are three accents which are placed over vowels in written French. The omissions of
accents always count to be the spelling mistake.
Accent aigu ( ′ ) : Example: été (summer).
Accent grave ( ` ) : Example: père (father).
Accent circonflexe ( ˆ ) : Example: hôtesse (hostess).

Orthographic signs:

Cédille (s) : Example: leçon (lesson).

Tréma (¨) : Example: Noël (Christmas).
Apostrophe ( ’ ) : Example: L’étudiante (the student).
Trait d’union (-):Example: est-ce que… ? ( is it… ? ).

Punctuation
.--- le point, ,--- la virgule, ;--- le point virgule, …--- les points de suspension, ( )--- les parenthèses
(f.pl), ?--- point d’interrogation, !--- le point d’exclamation, « » les guillemets (m.pl), - --- le tiret.

NUMBERS (NOMBRES)
CARDINAL ORDINAL

0 Zéro
1 Un / une Premier / Première
2 Deux Deuxième
3 Trois Troisième
4 Quatre Quatrième
5 Cinq Cinqième
6 Six Sixième
7 Sept Septième
8 Huit Huitième
9 Neuf / neuve Neuvième
10 Dix Dixième
11 Onze Onzeième
12 Douze Douzeième
13 Treize Treizième
14 Quatorze Quatorzième
15 Quinze Quinzième
16 Seiz Seizième
17 Dix-sept Dix-septième
18 Dix-huit Dix-huitième
19 Dix-neuf Dix-neuvième
20 Vingt Vingtième
21 Vingt et un Vingt et unième
22 Vingt-deux Vingt deuxième
30 Trente Trentième
40 Quarante Quaranteième
50 Cinquante Cinquantième
60 Soixante Soixantième
70 Soixante-dix Soixantième
80 Quatre-vingts Quatre-vingtième
90 Quatre-vingts-dix Quatre-vingts- dixième

91 Quatre-vingts-onze Quatre-vingt- onzeième

99 Quatre-vingts-dix-neuf Quatre-vingt-dix-neuvième
100 Cent Centième
1000 Mille Millième

DAYS OF THE WEEK (JOURS DE LA SEMAINE)

lundi (Monday), mardi (Tuesday), mercredi (Wednesday), jeudi (Thursday), vendredi (Friday),
samedi (Saturday), dimanche (Sunday).

MONTHS OF THE YEAR (MOIS DE L’AN)

janvier (January), février (February), mars (March), avril (April), mai (May), juin (June), juillet
(July), août (, August), septembre (September), octobre (October), novembre (November), et
décembre (December).

TIME OF DAY

Quelle heure est-il? What time is it?

01.00 Il est une heure. It is one o’clock.

01.15 Il est une heure et quart. It is quater past one.
01.30 Il est une heure et demie. It is half past one.
01.45 Il est deux heures moins le quart. It is quater to two.
06.30 Il est six heures et demie. It is half past six.
12.00 Il est midi. It is twelve o’clock / noon.
12.30 Il est midi et demi. It is half past twelve.
18.00 Il est dix-huit heures. It is six P.M. / it is six o’clock in the
 evening.
24.00 Il est minuit. It is midnight.

SEASONS (SAISONS)

Le printemps (spring), l’été (summer), l’automne (autumn) l’hiver (winter).

----------------------
Dipnarayan Datta

KEY TERMS
KEY TERMS USED IN HOTEL FRONT OFFICE DEPARTMENT:
1. American Plan (AP) - A billing arrangement under which room charges
include the guestroom and three meals, Also called as full board / full
pension.
2. European Plan (EP) - A billing arrangement under which meals are priced
separately or room only plan
3. Modified American Plan (MAP) - A billing arrangement under which the
daily rate is including room and two meals, generally Breakfast and dinner.
4. Continental Plan (CP) - One of the most common / preferred billing
arrangement which includes room and continental breakfast.
5. Rack Rate - The published tariff for each room type / category in a hotel.
6. Registration Card- A printed form for a registration record, in most
countries the guest's signature on a registration card is required by law.
7. Reservation Status - An indicator of a room's long term availability for
assignment.
8. Room Rate - The price a hotel charges for overnight accommodation.
9. Skipper - A guest who leaves with no intention of paying for the room.
10. Scanty Baggage - A guest who checks in to the hotel with very less or
no luggage.
11. Walk -in - A guest who arrives at a hotel without a reservation.
12. Walking - Turning away a guest who has a reservation because of a
lack of room availability.
13. Due outs - Guests expected to check out on a given day who have not
yet done so.
14. Credit limit / house limit - A limit assigned by the hotel to guest or
company accounts.
15. Up selling - A sales technique whereby a guest is offered a more
expensive room than what he or she reserved or originally requested, and
then persuaded to rent the room based on the room's features, benefits,
and his or her needs. 16. Block - An agreed-upon number of rooms set
aside for members of a group planning to stay in a hotel.
17. Pre Book - To sell or reserve rooms ahead of time.
18. Confirmation Number - A code that provides a unique reference to a
reservation record and assures the guest that the reservation record exists.
19. Cut-off date - The date agreed upon between a group and a hotel after
which all unreserved rooms in the group's block will be released back to
the general availability.
20. No-Show - A guest who made a room reservation but did not register or
Check in.
21. Overbooking - accepting more reservations than there are available
rooms.
22. Wash down - Blocking fewer rooms than the number requested by a
group, based on previous group history.
23. Guest Cycle - A division of the flow of business through a hotel that
identifies the physical contacts and financial exchanges between the
guests and the hotel.
24. Guest Folio - A form (paper or electronic) used to chart transactions on
a account assigned to an individual person or guest room.
25. Late Charge - A transaction requiring posting to a guest account that
does not reach the front office for posting before the guest had checked
out or done the final settlement.
26. Global Distribution System (GDS) - A distribution channel for
reservations that provides worldwide distribution of hotel reservation
information and allows selling of hotel reservations around the world,
usually accomplished by connecting the hotel reservation system with an
airline reservation system (E.g. - Amadeus, Sabre, Galileo/Apollo or World
span)
Room Status Terminology / Definitions for hotels: -
During the guest stay, the housekeeping status of the guestroom changes
several times. The various terms defined are typical of the room status
terminology of the lodging industry. Not every room status will occur for
each and every guest during their stay at the hotel. Changes in this status
should be promptly communicated to the front office in order to maximize
the room sales and revenue. Maintaining timely housekeeping status
requires close coordinationand cooperation between the front desk and the
house keeping department for the Non- Automated / Semi – Automated
hotels.
1. Occupied: A guest is currently occupied in the room
2. Stay over: The guest is not expected to check out today and will remain
at least one more night
3. On-Change: The guest has departed, but the room has not yet been
cleaned and ready for sale.
4. Do Not Disturb: The guest has requested not to be disturbed
5. Cleaning in progress: Room attendant is currently cleaning this room.
6. Sleep-out: A guest is registered to the room, but the bed has not been
used.
7. Skipper: The guest has left the hotel without making arrangements to
settle his or her account
. 8. Vacant and ready: The room has been cleaned and inspected and is
ready for an arriving guest.
9. Out of Order (OOO): Rooms kept under out of order are not sellable and
these rooms are deducted from the hotels inventory. A room may be out-of-
order for a variety of reasons, including the need of maintenance,
refurbishing and extensive cleaning etc.
10. Out of Service (OOS): Rooms kept under out of service are not
deducted from the hotel inventory. This is a temporary blocking and
reasons may be bulb fuse, T V remote not working, Kettle not working etc.
These rooms are not assigned to the guest once these small maintenance
issues are fixed.
11. Lock out: The room has been locked so that the guest cannot re-enter
until he or she is cleared by a hotel official.
12. DNCO (did not check out): The guest made arrangements to settle his
or her bills (and thus not a skipper), but has left without informing the front
desk.
13. Due Out: The room is expected to become vacant after the following
guest checks out.
14. Check-Out: The guest has settled his or her account, returned the room
keys, and left the hotel.
15. Late Check-out: The guest has requested and is being allowed to check
out later than the normal / standard departure time of the hotel.
REGISTRATION TERMINOLOGY
1. DNS (Did not stay): The guest sometimes wants to move-out almost
immediately after being shown the room. If the room is not satisfactory to
the guest the receptionist should try and provide alternative
accommodation to this guest in the same hotel. If that is not possible then
she should try and accommodate the guest in some other hotel of similar
standard. If the guest departs for reasons, which are beyond hotel’s control,
the receptionist should express her regret and should assist the guest with
departure. If the room is not being used, no charges will be made to the
guest. All the forms and records will be marked ‘DNS’. Management is
informed about these DNS cases and the reasons for the same.
2. DNA (Did Not Arrive): At the end of the day, the receptionist should take
following steps:
 Check for reservation slips in the reservation rack.
 Check the room rack to verify that the guest has not checked-in
already.
 Double check the arrival dates.
 Check with the airline company for delay in the flight (if flight no. is
given)
 Time stamp the reservation form and attach it with folio card (in case
of advance payment), mark it as ‘DNA’.
 These reservation forms are kept with the next day’s reservations as
the guaranteed reservation guest may arrive the next day.
3. RNA (Registered not assigned): A guest arriving early in the morning,
when the rooms are not available, may be asked to register himself. He is
requested to deposit his luggage in the left luggage room and return to the
hotel for room assignment later in the day (by hotel’s check-in time). The
registration card is marked ‘RNA’ and kept at the reception counter. As
soon as room of the required type is available, room assignment will be
done. Room no. is then mentioned on the registration card.
4. PIA (Paid in Advance): At arrival, if the guest has very little luggage
(scanty baggage/ scanty luggage), then payment in advance is normally
requested. This situation should be handled with extreme care and tact.
Guest with cash payment should be informed about the hotel’s policy, very
politely and advance should be collected. All the other revenue centers
should be informed that the guest has to in cash for all the services and
products provided to him. A ‘Cash Only Slip’ or a ‘PIA guest list’ is sent to all
the service outlets. If the guest holds a credit card and wants to make the
payment through the same, then his card is validated and an imprint of the
card is taken on the credit card voucher.
5. No Information: The guest may request that no information regarding
his/her presence in the hotel be given to any caller or visitor. ‘No
Information’ should be clearly marked on the slips so that the staff can
respond appropriately.
6. Signature check in: The Registration card is filled in before the arrival of
the guest as a part of the pre-registration activity. The details are taken
from the reservation record. The guest only signs on the registration card at
the time of arrival. This saves a lot of time and is found convenient by
guests as well as the hotel.
RESERVATION TERMINOLOGY
1. No show: This term refers to those bookings made by the prospective
guests who due to some reason, fail to arrive on the day of arrival and also
do not cancel the booking on time. This situation increases the availability
of rooms for sale and may cause loss of potential revenue. It is preferable
to keep a record of the ‘no shows’ fort each day. This record is kept in the
form of a ‘No Show Register’. This record helps the reservation department
to take policy decisions like charging retention charge, calculation of the
no show factor for room availability forecast or calculation of overbooking
percentage. Billing the guest for retention charge depends on the
relationship of the guest with the guest or with the source of booking.
2. Time Limit: This term means specifying a particular time by which the
prospective guest with reservation must check-in the hotel and after that
the room will be released to any other person who may be a walk-in. Time
limit is fixed for those reservation where the guest does not pay any
advance or does not provide any guarantee. It is also called as the ‘6 p.m.
release reservation’. Generally 6 p.m. is fixed as the time limit for hotels
with 12 noon as their standard check-in check-out time. This done to avoid
total loss of revenue in case the guest does not arrive and becomes a ‘no
show’. If the guest arrives at the hotel after the booking has been released,
he may be refused the accommodation. This condition must be made very
clear to the guest at the time of reservation or in the confirmation letter.
The hotel should also make efforts to accommodate the guest, if not in the
same hotel, some other hotel of similar standards in near vicinity.
3. Guaranteed Reservation: The kind of reservation in which the hotel does
not have to worry about the loss of room revenue even in the event of ‘no
show’ of the guest. The guarantee can be given by a company for a
company guest, or by credit card Company for a guest paying by credit card
or by travel agent for travel agency bookings. So the hotel is assured about
the business and the guest is assured about the room since the room for
such reservations will not be released at the time limit but will be blocked
till the end of the day.
4. Over Booking: This term refers to the process of accepting more
bookings than the total no. of rooms available. All the prospective guests
are sent with confirmation letters. Purpose of over booking is to
compensate for
 no shows
 early departures
 cancellations
 walk outs.
The objective is to achieve 100% occupancy or at least maximum possible
occupancy. The front office department should have the no shows,
cancellations and early departure records for taking over bookings. There
are various factors which determine the over bookings figure or the over
bookings percentage. Some of them are as follows:
 Business segment: covers the type of clients
 Source of booking and its past record.
 Purpose of visit of the prospective guests.
 Type of hotel.
 Lead time or the time gap between the date of booking and the date
of arrival.
  Period of business or the season.
Any special festival or event held in the town.
Although no definite figure can be fixed for the over bookings, a rough
guideline can be calculated with help of a formula:
Cancellations + no shows + early departures Over Booking % = X 100 Total
no. of rooms lettable
5. Walk In: This is a very common term. This term refers to those guests of
the hotel who arrive without any prior notice or reservation in the hotel.
These guests arrive at the hotel hoping that there will be some room
available for them. The hotel has to be very careful while dealing with the
walk-ins. If the guest is paying by cash, then it is preferable for a hotel to
ask for some advance from the guest. The advance should be sufficient
enough to cover at least onenight stay and some extra expenditure in the
hotel. Such guests should be referred to the lobby manager and
authorization should be taken from him on the registration cards of such
guests. It is also important to inform the other revenue centres about these
PIA (Paid In Advance) or Cash Only guests. These guests will not be allowed
credit for any services or amenities provided to them. The desk agent
should try and sell higher priced rooms to such guests (up selling).
6. Turn Away: This term refers to those guests who come to the hotel
without prior reservation and the hotel does not provide them with
accommodation. This can be basically because the hotel is completely
booked or because the guest is not in fit condition to be received or he is a
black listed guest. In any case the hotels staff will have to be very tactful in
refusing accommodation to such person. Generally the safest way is to tell
them ‘Sorry, we are fully booked and are in no position to accommodate
you’. In case the guests are refused accommodation due to non-availability
of rooms, the front desk staff should make an effort and help the guest in
seeking accommodation at some other similar hotel in the near vicinity.
7. Advance Payment: It is the procedure of collecting the cash or the
cheque from the guest much before his arrival at the hotel. Advance
payment may be asked by the hotel from the prospective guest in case he
is a new customer, not known to the hotel management. Advance can also
be requested from a walk-in guest or a guest with scanty baggage. This
acts as a precaution against the revenue loss in case of no-show or skipper.
When the advance payment is taken at the time of reservation, a cash
receipt is prepared and the original copy is mailed or faxed to the guest.
The advance payment will also be indicated on the reservation form and
Whitney slip (in case of Whitney system being followed). When the guest
leaves after having stayed at the hotel, this amount is adjusted in his bill.
Similar procedure is followed if the advance is taken from a guest at the
time of arrival. The receipt of the payment is not mailed to the guest but is
handed over to him. In case an advance payment is taken and the guest
becomes a no-show, the money can be forfeited. By making an advance
payment the guest has an added guarantee that the room for him will be
ready at the hotel even if he reaches the hotel late and will not be released
and given to any walk-in. An important point to be considered while taking
advance payment against the booking of a room from the prospective
guest is to inform them about the refund, cancellation and forfeiting of
amount policy of the hotel preferably through the ‘offer letter’.

8. Stay Over: This term refers to all the guests staying in the hotel on a
particular night and further continuing staying in the hotel for next night. In
other words, “Stay over’s” are those guests who have been registered in
thehotel and are not leaving the next morning at the check-out time but
will continue to stay for another one or more nights. This can also be called
as House count for a particular night and the guests can be called ‘in-house
guests’.
9. Over Stay: This is one of the biggest problems a hotel front office
management may have to face at times. Over stay term refers over staying
of a guest. In other words it refers to those guests who are scheduled to
leave or check-out of the hotel on a particular day as specified by them at
the time of reservation or registration, but due to some reasons they do
leave the hotel on that particular day and insist on staying further for one
or more nights. This situation can create a problem while accommodating
the guests who are supposed to arrive on that day. Over stays are allowed
by the receptionist generally with the permission of the front office
manager or the lobby manager. If there are sufficient no. of rooms
available, the over stay does not create a problem but if the position is
minus, it may cause problem. So the receptionist should consult his/her
seniors before allowing any over stay.
10. Departure: The term departure for the day refers to the total no. of
guests who are supposed to check-out on that particular day. Every
morning the receptionist on duty notes down the expected departures for
that day from the room rack or computer. This also helps the management
in calculating the room position for that day.
11. Under Stay/ Early Departure: This term refers to those guests who due
to some reason may not want to continue staying in the hotel, although
according to the records they are supposed to stay in the hotel for one or
more nights. This situation creates more no. of rooms available for sale.
Another problem caused is of the refund of advance payment (if any). Hotel
may be able to sell such rooms to walk-ins but there is greater possibility of
losing the revenue for such rooms.
12. Early Arrivals: This term refers to those guests who arrive for check-in
at the hotel before their scheduled date and time of arrival. There may not
be rooms available at that time. It is always advisable to inform the
prospective guest about the check-in check-out time of the hotel through
the offer letter that is sent to him. A guest wanting to arrive much before
the check-in time shouldbe advised to book the room from the previous
night as well, so that the room can be kept ready for him when he arrives
at the hotel. Although an early arrival guest cannot claim a room before the
check-in time, every effort should be made to accommodate him as soon
as possible. Such guests may be given temporary rest room or parlour, till
the availability of room. In case of a regular guest, he can be registered
and the room assignment is done later when the rooms become available
(RNA - registered not assigned).

TOURISM ABBREVIATIONS
 AI – Air India
 IAEST-International Association of Scientific Experts in Tourism
 ASI – Archaeological Survey of India
 ASTA – American Society of Travel Agents
 DOT – Department of Tourism
 ECAFE – Economic Commission for Asia and the Far East
 ECSOC – Economic and the Social Council of the United Nations.
 FAO – Food and Agricultural Organisation
 FHRAI – Federation of Hotel and Restaurant Association of India
 FTT – Foreign Travel Tax
 IAAI – International Airport Authority of India
 IATA – International Air Transport Association
 ICAO – International Civil Aviation Organisation
 IFTO – International Federation of Tour Operators
 ILO – International Labour Organisation
 ITDC – India Tourism Development Corporation
 IUOTO – International Union of Official Tour Operators/ International
Union of Official Tourist Organisation.
 NTO – National Tourism Organisation
 PATA – Pacific Asia Travel Association
 STDC – State Transport Development Corporation
 TAAI – Travel Agents Association of India
 UFTAA – Universal Federation of Travel Agents Association
 UNESCO – United Nations Educational Scientific and Cultural
Organisation
 UNDP – United Nations Development Programme
 UNEP – United Nations Environment Programme
 WATA- World Association of Travel Agents
 WHO – World Health Organisation
 WTO – World Travel Organisation
 HRACC – Hotel Restaurant Approval and Classification Committee
 YHAI – Youth Hostel Association of India
 HSMA – Hotel Sales and Marketing Association
 YMCA – Young Men’s Christian Association
 YWCA – Young Women’s Christian Association
 FRRO – Foreigners Regional Registration Office
 DFIT- Domestic Free Individual Traveller
 FFIT – Foreign Free Individual Traveller