THE UNIVERSITY OF BAMENDA

HTTTC BAMBILI
DEPARTMENT: SOCIAL ECONOMY AND FAMILY MANAGEMENT
OPTION: HOME ECONOMICS
COURSE: HOTEL MANAGEMENT AND CATERING SERVICES
COURSE CODE: HSTT4103
LEVEL: 400.
YEAR: 3
LECTURE NOTES 2024/2025 ACADEMIC YEAR

Meaning of Management

The basic element of every organization is to achieve its goal or purpose. Hence,
management is a conscious practice of shaping the organization to achieve its set
goal and objectives. In other words, it is the process of working with people and
resources to accomplish organizational goals in effective and efficient manner.

Management is applicable to both business and non-business organizations alike

such as banks, factories, hotels, hospitals as well as churches, mosques,
orphanages etc. This and many more including one‘s personal affairs need to be
managed.

The basic purpose of any form of management in organizations is to achieve

corporate set goals and objectives in an effective and efficient manner.
Management is about achieving result not just profit.

1
What is a hotel.

A hotel is an establishment offering Accommodations, meals, and other services

for traveler and tourist on a paid basis and also, he/ she is in a fit state to be
received.

Hotels provide accommodation, meals and refreshments for a period of time for
those who stay on the premises and pay for the services provided. Today, the
hotels provide much more than just accommodation and meals. Services are
provided to the guests based on their needs and now the hotel industry is
commonly referred to as hospitality industry. It not only provides accommodation
to a guest but also takes care of his/her certain other needs. That is why the hotel
industry is referred to as hospitality industry. You are aware that there are various
categories among hotels like Five Star, Three Star or One Star etc. This
classification is based on the type of facilities, infrastructure and services offered
by the hotels. Hotels can be classified according to:

 room charges i.e. up-budget, budget, luxury etc.

 purpose of the guest stay like resort, business etc.

 length of stay (transit, residential etc.)

There are individual hotels as well as hotel chains. The companies with hotel chains
give due regard to their individual hotel units from the point of view of profit
making or managing.

Hotel management is defined as the process of planning, organizing, monitoring

and controlling the activities of a hotel for achieving the stated objectives of the

2
organisation. It is an ongoing effort and not a one shot management effort. So long
the hotel is functioning its management function never stops.

Hotel management includes managing customer satisfaction, organizational

financial and human resources, and many other aspects of the hotel. It is a
composite position that requires a combination of several types of skills and
expertise.

A hotel manager is confident, approachable and adventurous. They aren’t afraid to

try new things. Excited to experience new cultures. And they know the importance
of teamwork. If you want a career that’s full of challenges, interesting people and
exciting developments, hotel management could be just what you’re looking for

It would be of useful, therefore, to know the management and functions of the

hotels. It must be remembered here that each function in a hotel requires
managerial attention.

Here we will attempt to explain the organisational and functional requirements for
hotels and their importance in relation to tourism. The four hotel management
functions are as follows:

1) Planning: The process of setting a hotel's goals and objectives and developing
the most appropriate strategies to achieve them. The planning process starts with
the selection of sites, type of hotel and the facilities to provide, prospective
clientele group and its different needs etc. All such aspects are covered during the
first stage of planning. Second stage is to decide about the goals and objectives of

3
the hotel. Once the target is fixed then comes the stage of evolving appropriate
strategies to achieve the target.

In fact planners of the hotel should keep their eyes on the following functions:

 determining the markets to serve,

 flow of capital,

 service and quality standards,

 operations and. maintenance,

 personnel department,

 nature of competition,

 productivity and profitability goals.

2) Organizing: After planning comes organisation. In hotel management

organisation basically means developing an administrative structure for running the
hotel.

Devising a structure that assigns specific tasks to individuals within the hotel,
provides for coordination of activities between different groups, and sees to the
hiring and training of a staff to carry out the assigned tasks.

3) Directing: The process of leadership that motivates the hotel staff to perform the
tasks necessary to achieve the hotel's goals and objectives. It is equally important in
hotel management to develop an effective leadership. Strategic planning and good
organisation on its own can not ensure the desired result unless there is an effective
leadership to motivate the staff. Managements aim should be to develop a
congenial working atmosphere and to motivate the staff for service. In stead of
running the hotel with a stick modem management suggests that participatory

4
approach is better way to motivate employees for performing their jobs.
Employees' participation in decision making process of the management
automatically makes the employees responsible for the performance. Development
of an appropriate culture in the hotel, i.e. excellent customer service, respect for the
dignity and rights of the employees, etc. makes an important identifiable mark in
the profession. This depends a lot on the leadership style and behavior of the leader.

4) Controlling: The process of monitoring, evaluating ad providing corrective

actions to the activities of the hotel in order to ensure that its overall goals and
objectives are met. However, there is a definite inter-relationship among these four
and they are inter-dependent, Hence, it is apparent that the managerial roles in
hotels include managing:

 human resources, i.e. employees activities,

 physical resources i.e. hotel facilities, and

 finances.

5) FINANCE: Financial management is defined as a process through which a hotel

raises and allocates funds. We may divide the requirement of funds in hotels into
two categories - short term capital and long term capital. As is clear from the title
itself short term capital is required for operating and minor capital expenditure. The
long term capital is required for land, buildings and other fixed assets. The role of
financial manager is to select appropriate sources of funds and to decide the
allocation of funds to realise the maximum gain. It is important for the financial
Imager to have update information about the market, economic policies of the
government and the ability to anticipate changes in the economy. The role of

5
financial management lies in raising funds and allocation of funds in such a way so
that maximum return can be ensured

6) MARKETING: The marketing function in hotels involves identifying,

anticipating and satisfying customer needs and desires in order to achieve the
overall objectives of the business. Marketing of hotel services may not be different
from marketing of other customer products. But there are certain specifications in
marketing of hotel products. The principal hotel products are accommodations,
restaurants, bars and arrangement for conferences and conventions. The demand for
hotel products fluctuates from time to time and the market is also very competitive.
Here comes the role of marketing. Starting from market research, product
development, promotion of products, sale, monitoring and review marketing can
help the hotel in achieving its objectives. In order to earn good business it is
necessary to think of consumer needs in the planning, designing and subsequent
operation of an hotel. It is important for the functionaries in marketing to keep an
eye on the changing socio-economic pattern and the customer profiles.

For promotion purposes, the big hotels are now using electronic media. The
facilities and comforts offered are shown through video h. Yet, brochures continue
to be there. A good networking with travel agents, tour operators, airlines,
Departments of tourism etc

Hotel management as a goal driven activity and the success of a hotel is to be

measured in relation to the achievement of its goals through the activities of its
managers and employees. The goals obviously include profit making through
customer (guest) satisfaction. However, for both profit generation as well as
customer satisfaction, it is necessary to understand the internal and external
factor that make the hotel environment. Before, going further into the managerial

6
roles let us first understand some characteristics of the hotel business that give
shape to the hotel environment:

 Hotels are operational 24 hours a day,

 The rate of occupancy varies on day to day or season to season basis. This
means that though the product is being maintained, used and consumed all the
time, the earning or profits are not there all the time,

 The nature of service is very personal i.e. every guest is special,

 The product image is dependent and built over 'the collective efforts of the
different hierarchical layers. For example, a good front office service has to be
matched by room service, housekeeping, or restaurant service,

 Problems need, not immediate attention but solutions and the response time
has to be very quick,

 Like any other tourism product or service the hotel product is not storable and in
case of non use, it is perishable,

 Setting and maintaining service standards is a major challenge, and

 the hotel business is highly competitive.

It must be noted here that the characteristics are applicable not in the case of big
hotels only. To a large extent they are relevant for all segments of the lodging and
accommodation units like Guest houses, resorts, low budget hotels, lodges, etc.

The managerial roles and functions will be different as per the organizational
structure and the various departments in a hotel. A small unit may not have many

7
departments and more than one managerial function may be performed by a
manager/owner. Some of the common issues that need managerial attention are :

1) Guest Services: An important aspect that differentiates hotels in consumers'

perception is the quality of guest services. Deciding on the types of services to be
provided and setting the quality and standards for these services is a major
challenge for the management.

2) Repeat business: Customer satisfaction achieved through guest service leads to

repeat business. Profitability in the long run depends to a large extent on such
business. However, the manager should target for having repeat visits from the
guests.

3) Skills of the staff: The quality of guest services depends on the knowledge and
skills of the serving staff. A manager must recruit qualified staff; train them as per
the hotel's requirements; coordinate their operations; monitor their job 'activities
and motivate them. At the same time, taking care of staff needs is must because a
satisfied staff would provide better service.

4) Seasonality: At many destinations the business is seasonal. The manager faces

the challenge of making maximum profits during the strong demand period and
minimizing costs during the weak demand period.

5) Customer feedback: A good manager would always work for getting customer's
feedback on the quality of service. This will not only ensure corrective action, if
necessary, but also a better understanding of customer needs.

8
 6) Safety considerations: Whether it is a big hotel or a small unit, the
management must take into account safety of the guests as well as employees into
consideration. Precautions against fire and theft deserve highest attention along
with first aid or medical facilities. Having a security department or in a small unit
assigning such responsibilities to a manager is a step in this regard. This needs
perfect planning with a set of rules and regulations.

7) Maintenance and Engineering: The buildings and facilities in a lodging unit

require constant maintenance as they have a bearing on the quality of the
product/service offered to the customer. Even the most ordinary facilities like
bathroom fittings, electrical fittings etc. are a part of the experience of the guest
and affect his/her level of satisfaction. The size of the property (like number of
rooms and facilities) determine the size and organisation of the maintenance
department alongwith the costs involved. Generally, the activities of maintenance
department include:

i) Preventive maintenance. which includes inspections for finding possible

problems, replacing low cost components, etc. The aim here is to minimize
breakdowns and ensure continuity in operations.

ii) Repair maintenance includes making a system functions or perform as per the
set standard.

iii) Corrective maintenance includes replacements or corrective action and follows

out from preventive maintenance.

iv) Renovation maintenance takes into account redesigning, upgrading standards

9
8) Environment: The management of a hotel must contribute for the conservation
of ecology and environment. Provisions for garbage disposal, waste recycling, use
of non conventional energy resources, cleanliness, etc. should be inbuilt in the
hotel's plans and operations.

Students at a hotel management college are first exposed to these fundamentals

during their first year as a basis for upper-year learning.

Hotel management fundamentals

 Customer Service Excellence: Just think about when you traveled for a
long, and you reached a particular hotel where the receptionists welcomed
you with a smile and a refreshment. It can make a massive difference for
your experience enhanced by this simple yet powerful tip. Customer service
is simply the ability to make as many positive impressions in the guests’
minds as can be done in the following scripts. Here, learners are trained to
read guests’ thoughts and effectively meet or surpass them. For instance, if a
guest speaks to the manager and says it is their anniversary, then an informed
manager would make arrangements to have a complimentary bottle of
champagne taken to the guest’s room. Such touches are enjoyable and make
the guests feel like they are essential and, therefore, want to come back.

 GUEST SERVICES:

When a tourist looks for hotel accommodation, besides location and price the
range of services, amenities and their quality in a particular hotel act as
decisive factors in selecting accommodation. The range of guest services
depends on primarily the paying capacity of the tourists as well as the
10
 attitude of the hotel management. At the same time, the range of services
expected depends on the perceptions of the tourist and the type of tourism
he/she is looking for. Minimum expectations in the guest services are clean
and well maintained bedroom and toilet in all cases. However, amenities like
telephone, television and facilities for providing food and beverages in room,
air conditioning etc. also provided by hotels. It is generally expected by
guests that the basic amenities available in a hotel should not be in any case
less than what they enjoy at home, rather they should be better as they are
paying for it.

Depending on the category of hotel various facilities are available to the

guests in addition to the minimum requirements, such as airport transfers,
baby sitting, gift shop, car rental, health club, swimming pool, etc. What is
most important here for managers is to go for innovative thinking for adding
facilities. Certain services not listed in the offer add value to the product, for
example, a bouquet at the reception or a basket of fruits in the room.
However, guest services vary as per the category of the hotels. For example,
economy hotels offer limited services say a towel and soap in the toilet
whereas a luxury hotel offers free shampoo, message oil, perfumes, etc.

 Operational Management: The internal operations of the organization,

which involve departments like housekeeping, food, and beverages, have to
be unified. Students gain insight into how to manage daily operations
effectively. For instance, they can introduce a change in the housekeeping
plan that requires rooms to be cleaned immediately without causing guests
inconvenience. If operations are integrated adequately, then hotels can record
high sanitation and service delivery standards.

11
 Financial Management: Managing finances in a hotel is the same as being
the helmsman who is in charge of a ship in clear waters or in a storm. It is
about controlling money, preventing expenditures, and aiming for the highest
profits. It becomes evident that students understand how financial statements
are prepared, how to forecast a business’s revenue, and how to look for ways
to cut costs. For instance, a hotel can cut costs without incurring alternative
costs, such as substandard goods, by getting improved prices from suppliers.
Financial control ensures the efficient and profitable running of the hotel
business.
 Human Resources Management: People are like plants that require proper
care and attention to help them grow and develop; this calls for proper
management of people. Human resources management includes staffing,
developing, and maintaining a proper culture in the organization. In the
academic setting, one learns vital leadership skills and fosters teamwork. For
instance, they might call for group meetings to mingle with other employees
to uplift their spirits at work. Satisfied employees will be more productive
and give the best services to the guests, hence making them happy.
 Marketing and Sales: Effective marketing and sales strategies are crucial in
the competitive hospitality industry. Think of marketing as the eye-catching
advertisement and sales as the compelling pitch that seals the deal. Students
learn to market a hotel through digital marketing, social media, and
traditional methods. For example, creating an engaging Instagram campaign
showcasing the hotel’s unique features can attract potential guests. Effective
promotion can increase occupancy rates and revenue.
 Sustainability and Environmental Management: Today, sustainability is
more important than ever. Students of a hotel management college learn to
implement eco-friendly practices and reduce the hotel’s environmental

12
 impact. For instance, they might start a program to reduce water usage by
encouraging guests to reuse towels. Sustainable practices can attract
environmentally-conscious travelers and contribute to a greener planet.
 Technology in Hotel Management: Technology is transforming the
hospitality industry. From online booking systems to customer relationship
management (CRM) software, students of a hotel management college learn
to use technology to improve efficiency and enhance guest experiences. For
example, a mobile check-in system can streamline the arrival process and
reduce wait times. Embracing technology helps hotels stay competitive and
meet guests’ evolving needs.
 Crisis Management and Safety: Being prepared for the unexpected is
essential in hotel management. Crisis management and safety involve
handling emergencies and ensuring the well-being of guests and staff.
Students of hotel management college learn to develop crisis management
plans and train staff to respond effectively. For example, they might conduct
fire drills and create evacuation procedures. Being prepared for crises
ensures the safety and security of everyone in the hotel.
 Strategic Planning and Development: Strategic planning and development
are like charting a course for future success. Students learn to create business
plans, set goals, and develop growth strategies. For instance, they might
analyze market trends to identify new opportunities, such as expanding into
the luxury market. Strategic planning helps hotels stay ahead of the
competition and achieve long-term success.
 Ethics and Legal Aspects: Knowledge of the ethical and legal requirements
that govern the industry is essential for managing a hotel facility. Students
discuss topics such as business relationships, guests’ rights, and adherence to
legal requirements. For example, they might learn about data protection

13
 regulations to secure their information. Ethical and legal compliance ensures
that the hotel is well-trusted and has a good reputation in the eyes of its
clients.
 Internship and Practical Experience: Practical experience is an essential
component of mastering hotel management. Internships allow students to use
theoretical knowledge gained in class in actual hotels to enhance their
experience. For example, an internship at a five-star resort could assist a
manager and be privy to their day-to-day operations. This practical training
of a good hotel management college helps train students for their future
careers.

Hotel management is a complex and diverse profession that entails various skills
and knowledge. Hotel management colleges prepare students with the knowledge
and exposure required when working in the hospitality industry. These principles
include customer relations, management information systems, accounting, and
finance, and they are all significant in the proper running of a hotel. Young people
interested in becoming hotel managers should expect to have rewarding careers that
will make them grow and evolve professionally.

Organizational Structure of Hotel

1. Introduction
The primary function of a hotel is to provide lodging accommodation & meals.
At the same time provides luxuries like recreation facilities etc. It is the
responsibility of the hotel to pay maximum attention towards the comforts of
the guests. The first interaction between the hotel & the guest is the
14
reservation (when the guest enquires about the room). As first impression is
the last impression & thus hotel should take efforts in giving good experience
at the time of reservation. The reservation staff must keep themselves updated
about the status of the rooms, the facilities & the amenities the hotel is
offering. As rooms generate considerable revenue for the hotel, reservation
demands a great deal of attentiveness & responsibilities. The reservations
could be confirmed or waitlisted as well as guaranteed & non–guaranteed.

2. THE DEPARTMENTS OF HOTEL ORGANISATION :

A large hotel is run by a general manager and an executive committee
comprised of the key executives who head major departments : room's
division director, food and beverage director, marketing and sales director,
human resources director, chief accountant or controller, and chief engineer
or facility manager. These executives generally have a regional or corporate
counterpart with whom they have a reporting relationship, although the
general manager is their immediate superior.

Management structure differs among larger, mid–scale and smaller properties.

The mid–scale and smaller properties are less complex in their management
structures than the larger ones. In case of large organizations, every
department will be managed by a manager where there will be executives
working under him. Whereas in smaller setups, someone must be responsible
for each of the key result areas that make the operation successful. Someone
must be responsible for each of the key result areas that make the operation
successful. For example a small property may not have a director of human
resources, but each department head will have general day–to–day operating

15
responsibilities for the human resources function. The manager will have the
ultimate responsibility for all human resources decisions. The same scenario is
possible
with each of the following areas : housekeeping & front office, engineering and
maintenance, accounting and finance, marketing and sales, food and beverage
management, and so on..

Revenue and Support Centre :

Classification of the departments or divisions of a hotel can be done in a
number of ways, such as by the service offered (food, beverage, rooms,
recreation, etc.) or by grouping them as either a revenue centre or a support
centre. Revenue Centres (or operational departments) sells goods or services
to guests and thereby generate revenue for the hotel. Examples of major
revenue centre's are :

Fi
g 1: Major/Minor/Non-Revenue producing department
16
Fig 2: Hotel Organization Chart

1. Front Office:

The front office department is the most visible department in a hotel. It

typically includes the reception desk, which is usually the place at which
guests form their first impression of the hotel and functions as a focal point
where registration and check out proceedings are done. The reservations, PBX,
uniformed services and concierge are also part of the front office department.
Each of these areas is responsible for certain functions and duties. Although
each of these areas is separate, it is vital that they understand each other's
work for a hotel to operate effectively and harmoniously. It is only through a
team effort that a hotel can
Front desk generally consists of the reception and cashier while front office is
a department which includes all its sub–sections. The front desk area in a hotel
is operational 24 hours per day. It is the centre of a hotel, the place where
guests turn to seek information, to get help, and to register most of their
complaints. When the busy check–in or check–out times occur, the front desk
area takes on the challenge of serving every guest as quickly as possible. This
is a challenge because just checking in or checking out the guest quickly is not
enough. All guests must be dealt with in such a way that they feel as though
they have received special treatment. The front desk supervisor is the person
who is directly involved in meeting this challenge.

17
Through the registration process, the guest service agent provides the first
initial contact a guest has with the hotel. After this contact, guests feel that the
front desk is the place to call or go when they have a question or problem. An
area that needs special attention is the effect that the agent has on the guest's
perception of the hotel and the amount of satisfaction the guest will derive
from his or her stay. The effect of a pleasant, friendly, helpful agent, as
opposed to one that is rude, aloof and uncaring, can easily be seen. The basic
functions performed by the guest service agent are the registration process
(with related cashier duties) and the assisting of guests with any requests they
make. The guest service agent's main concern is, of course, service to the
guests. This service can be accomplished by acknowledging the guests'
presence even if they cannot be served at once, always calling guests by name,
and smiling and looking at the guests when serving.
Reservation desk: this section is used for taking booking for rooms.
Telephone operator: this section is used for attending all phone calls land up in
the hotel or for providing trunk dial facility to guest.
Business center: this section is used for secretarial job of guest.
2 Housekeeping Department : The housekeeping department is the largest
department in the hotel in number of staff employed. One maid is needed for
every 12–15 rooms. Beside room maids, the department also employs
supervisors, house porters, laundry and linen staff and general cleaners. The
housekeeper is responsible for the preparation of guest rooms for sales and
the cleanliness of all public areas of the hotel. Close liaison between the
housekeeper and reception is essential so that rooms are available for sale as
quickly as possible. Special requests are often passed to housekeeping through
the reception department.

18
The busiest time of day for the housekeeping department is in the mornings
when guests are checking out and rooms need to be cleaned for new arrivals.
Hotels might also have evening service which is referred to as turn down
service. In some transient hotels, 24–hour servicing is provided by the
housekeeping department. Increasingly, many hotels have come to rely upon
the services of contract cleaning, rather than employing a full staff on the
payroll.

 Management of the Departments : All of these departments will have a

department head or supervisor who reports to the Rooms' Division
Manager. The cashier and bill office staff report to the hotel accountant
for matters of operating procedures, training and policy but they are
responsible to the Rooms' Manager for their shifts, appearance, and
supervision in day–to–day matters. This split responsibility requires a
good working relationship between the Rooms Manager and the hotel
accountant so that there is no conflict in the instructions that are given
to the operating staff of the department.

 Laundry : This department is responsible for cleaning, repairing,

stitching of linen used in a hotel, e. g. it can be bed sheets, waiter's cloth
uniforms of the employee. Increasingly, hotels are operating their own
laundries. This sub–department generally reports to the executive
housekeeper. The modern laundry operates computerized
washing/drying machines and large presses. Some hotels, especially the
smaller and older ones, contract out the laundry service. This is because
it is costly to alter an existing hotel to provide space for laundry for the
reason of scarcity of funds, space etc. In addition, by contracting out the
hotel does not have to own its own linen. It may rent linen and it may be
19
 charged for each piece used. However, operators frequently complain
that they receive inferior linen and inconsistent services.

Uniformed Services: is the collective term for lobby services. The porter service is
the main service of uniformed services.

 Bell Attendants: Ensure baggage service between the lobby area and
guestrooms.

 Door Attendants: Ensure baggage service and traffic control at hotel

entrance(s).

 Valet Parking Attendants: Ensure parking services for guest’s automobiles.

His challenge is to keep a track of the car keys and return them to the
rightful owner.

 Transportation Personnel: Ensure transportation services for guests from

and to the hotel.
Concierge: Provides personalised services and information like making restaurant
reservations, arranging for transportation, and getting tickets for theatre, sporting,
or any other special events and also offers mails and messaging services.

4. Telephone Department:

 Answers and distributes calls to the appropriate extensions, whether guest,

employee, or management extensions
 Places wake-up calls
 Monitors automated systems

20
  Coordinates emergency communications
5. Food & Beverage Department:
This department comprises of the Kitchen where the food production takes place
and of various types of outlets where what is produced in the kitchen is served
and sold to the guest. Food and Beverage outlets might have the following forms:
 Restaurant
 Quick Service
 Table Service
 Specialty Restaurants
 Coffee Shops
 Bars
 Lounges
 Clubs
 Banquets
 Catering Functions
 Wedding, Birthdays…
6. Sales & Marketing Division:
The marketing department creates the groundwork to get customers to want to
select the property for their stay and converts that decision into a sale by actually
booking a room .A typical Sales & Marketing Division is composed of four different
sections:
a) Sales

b) Convention Services

c) Advertising

21
d) Public Relations
7. Finance & Accounts
The Accounting Division monitors the financial activities of the property. Some of
the activities that are undertaken in the Accounting Division are listed below:
a) Pays outstanding invoices

b) Distributes unpaid statements

c) Collects amounts owed

d) Processes payroll

e) Accumulates operating data

f) Compiles financial reports

g) Makes bank deposits

h) Secures cash loans

i) Performs other control and processing functions

8. Engineering and Maintenance:

This very department maintains the property's structure and grounds as well as
electrical and mechanical equipment. Some hotels might have this very division
under different names, such as maintenance division, property operation and
maintenance department.
9. Security:
Security division personnel are usually screened from in-house personnel, security
officers or retired police officers, across certain physical skills, and prior
experience.

22
Some of the functions of the security division are listed below:
a) Patrols the property

b) Monitors supervision equipment

c) Ensures safety and security of guests, visitors, and employees

10. Human Resources:
The department is responsible for the hiring, maintenance and exit of staff.
Following are functions of human resource department:
 Recruitment of qualified people.
 Orientation programme- the department provides new entrants in the hotel
to get well versed with the organisation work culture and people.
 Training- The employees are trained with new developments in hotel
operations.
 Compensation and benefit- It is an important function to ensure that salary
and wages are kept competitive. Good performers are rewarded through
good performance appraisal policy.

 Ensures employees' safety and working conditions

Exit formalities to ensure that all the dues to an exiting employee are honoured as
per the labour laws.
11. Other Divisions:
Some other divisions that might exist in a hotel:
a) Retail Outlets (i.e.: Shops rented to outsiders or managed by the hotel)

b) Recreation Facilities (ex: Fitness Centre, Tennis Courts, and Cinema Saloons…)

c) Conference Centres

d) Casinos

23
FRONT OFFICE DEPARTMENT :

The front office is actually a part of room division and deals with the
accommodation part of a hotel. Front Office is largest revenue generating
department of hotel and is focal point of hotel business. Front office is considered
the face and backbone of a hotel. Front office has vast responsibility towards their
guests. Front office is responsible for following functions :

• Process reservation requests from guests.

• Handle telephones systems of the hotel.

• Welcome guests on behalf of hotel.

• Handle registration activities.

• Maintain room status information for smooth functioning of hotel operations

• Provide all types of information to guests.

• Process guest's services and requests, handling guest complaints, solving guest
issues etc.

• Responsible for handling guest's messages, mails, couriers, parcels and faxes.

2.2.1 Front Office Organisation : Front office is headed by Front Office Manager
which was eventually hired and selected by General Manager of a hotel. Front
office manager is completely responsible of overall structure and operations of
front office department. He or she hired all of front office staff with the help of
Human resource department. Front office consist of many staff position including
Asst front office manager, duty managers, front desk associates, cashiers,
reservation associates, telephone operator and uniformed personnel including bell

24
boys, door men, drivers etc. Organisation chart of Front Office Department is given
below :

ATTRIBUTES REQUIRED IN FRONT OFFICE PERSONNEL ARE:

• Smile: Smile is the most enduring competency required by front office

personnel. As simple as it may seem, it is the most effective way of dealing with
guests. It immediately breaks down several barriers of a guest including fatigue,
starting doubt, anxiety etc. Always try to maintain a smile while talking to a guest.
• Well Groomed Appearance: How you look and the first impression you create in
the eyes of guests' matters a lot. The front office staffs are the first point of contact
for a guest with the hotel. Well groomed front office staff represents hotel,
hygiene, professionalism, management style, and reliability etc.

• Punctuality: It is a hallmark of good hotel staff. The front office staff must 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
work.

• Courtesy: He/she should be courteous on all occasions and at all times not only
towards guests but also towards colleagues and other people. The advantage of
being courteous should be emphasized as it not only help operations but also
ensures better relationship within organization and with the guests. Examples for
25
courtesies are :  Using magic words like thank you, "may I assist you ?" I beg your
pardon, please, pleasure and many more. Using these words puts a great impact
on the guest and makes him to feel special.  Should always greet the guest as per
the time of the day.  Addressing the guest by his name or surname as per hotel
policy, as this gives guest special feeling of personalized service

• Physical fitness: There are no fixed shifts and hours of work in this field. One
must be ready to work for round the clock and even on night shifts. Physical fitness
is very basic requirement for all the staff of hotel industry especially for front–
office department because they need to stand for long hours. If an employee is
physically fit it translates into energy, enthusiasm, lightness, ability to cope, youth
and joy and able to serve the guest with smile and pleasure.

• Voice Clarity: Voice shows the reputation or personality of the person as well as
of the hotel. Cultivate voice with a smile. Tone of the voice should be cheerful,
natural and unhurried, should be able to vary the pitch from time to time to lean
to put warmth in voice by responsive, enthusiastic, helpful, interested and
attentive.

• Guest oriented: Front office staff needs to be sensitive to guest's needs and
demands. They should respond to them in a timely and polite manner. Staff must
put the customer as their main focus and put all thoughts and actions towards
creating positive customer experience. Customer oriented staff will satisfy guest
with his or her action and thus increase the business of hotel by converting a guest
into a regular guest.

• Disciplined: Disciplined employees of hotel provide a great support to the

smooth operations of the department as well as of the hotel through their

26
dedication. Disciplined staff properly follows hotel rules and regulations, tries to
bring reputation and recognition to the property with his disciplined behaviour.

• Honesty and Responsibility: There are many wrong inclination for front office
staffing a hotel and provides many opportunities to front office personnel for theft
of hotel and guest belongings such as money, hotel belongings (stationery items,
artifacts, linen items etc. It is the moral responsibility of the employee to be loyal
towards the guest and the organisation. They should understand their
responsibility for not provide hotel's and guest's confidential information to other
people or competitive hotels.

• Basic etiquette: huge work pressure, long hours of work and maintaining
harmony with the clients forms an essential part of the department. All front desk
staff is required to have skills to communicate and then act effectively with certain
etiquette and manners. Basic etiquettes front office staff should exhibit

includes:

 Always greet guests with a smiling face and as per time of the day.
 Always attend guests as soon as they approach staff of front desk.
 Always talk politely to guest and colleagues and use professional words
while conversing with them.
 Avoid fidgeting with things like playing with pen, hair or any other item in
front of guests. Never scratch oneself or picking the nose or ear etc in front
of guests.
 Avoid gesture like moving hands too much while talking to guest.
 Sit or stand erect.

27
 Listening is very important for front desk staff to understand guest's
concern and then assist guest accordingly.
 Never argue with guest.
 Never argue with colleague also in front of guest.

• Ability to work in a team: Teamwork is one of the essential competencies.

Results are the responsibility of the entire team and not the team leader alone.
Team dynamics have changed over the years. A poor team performance can
severely damaged the reputation of the establishment while good team
performance directly enhances it.

• Good technical knowledge: Professionals can call themselves as such only

when they show some physical proof of their knowledge. Employees with their
knowledge and skills form the backbone of successful business. Organizations
expect the true professional to convert ideas into business opportunities for
the hotel. Good technical knowledge and skills makes the guest satisfied and
allows hotel to get repeat guests.

• Well Organized: Front desk and lobby are the first areas of contact of guest
with the property. Guest evaluates the status of a property by seeing the
arrangement of things at these areas. Therefore, front office personnel must
have the habit of keeping items in an orderly fashion in order to create good
impression on a guest

28
29