Front Office Management Unit I Introduction and Origin of Hotel Industry

Front office management Unit I Introduction and Origin of Hotel Industry - Definition - Organizational structure of small, medium and large hotels - classification of hotels based on location, size length of guest stay, facilities they offer- types of accommodation {atrium concept, apart hotel heritage hotel, resorts, limited service and full service properties} types of operation (owner operated, partnership, company owned, referral hotels, franchise, management contracts and chain hotels). Unit II Introduction and importance of front office - layout of front office and different equipments in front office - hierachy of front office and duties and responsibilities of front office staff - types of rooms - traiff definition fixation - types of plans ( European, continental, American modified American and Bermuda Plan) - Configuration of rooms Unit III Reservation - importance, enquiry, sources, modes, types, records - reservation confirmation, ammendement and cancellation - over booking - rights and liabilities of travel agents in room bookings registration receiving the guest, pre registration manual and automated registration, rooming a guest, room racks manual and computerized, knowledge of room locations blocking of rooms, Issuing the room keys, room check, registration records. Unit IV Inter department communication - house keeping, engineering and maintenance, revenue centres, HR department, security department , accounts department stores - Front office services - guest service, Handling Mail and message, telephone, wake up calls, guest relation, complaints, identifying and handling complaints, follow up procedures, key controls, room key security system protection of funds, safe deposit boxes, emergency procedures. Unit V Job description of concierge, bell captain and Bell boy - Errand cards, Flight confirmation , Airline theater and restaurant reservation, arranging transport, baggage handling, F.I.Ts, G.I.Ts, V.I.Ps - Job description of front office cashier - accounts - guest accounts, Folios, Vouchers, Ledgers, creation & Maintenance of accounts, record keeping systems - credit monitoring - account maintenace - Internal control - front offfice cash sheet - cash/Bank. INTRODUCTION Hotel is the transient home away from home. Hotel industry is a hospitality industry. Of course, hospitality is not free, but is paid for, where the payment depends on the comforts and services provided for. Payment also depends on the fancy and economic affordability of the customer. The hospitality industry is nowadays a global industry, and is considered as an important employer in countries world-wide. It now has attained a much higher status in society and demands high standards of work ethics and efficiency from its employees. Employment opportunities are many, and is now sought by a vast majority of people. The hospitality industry is part of a larger enterprise known as the travel and tourism industry. It is one of the oldest industries in the world. In early days, traders, explorers, missionaries and pilgrims needed a break in their journeys requiring food, shelter and rest. People opened their homes and kitchens to these weary travellers, and an industry was born. Although accommodation today is varied and their services have changed and expanded over the ages, one thing about the hospitality industry has remained the same, guests are always welcome! From a friendly greeting at the door, room service, breakfast, to a host of facilities' the hospitality industry offers travellers a home away from home. Hospitality is defined as “the friendly reception and treatment of strangers". For most people, hospitality means entertaining guests with courtesy and warmth. Hospitality is also an industry made up of businesses that provide lodging, food and other services to travellers. The main components of this industry are hotels, motels, inns, resorts and restaurants. In a broad sense, the hospitality industry might refer to any group engaged in tourism, entertainment, transportation or lodging including cruise lines, airlines, railways, car rental companies and tour operators. However the two main segments of the hospitality industry are the lodging industry (also called hotel industry), and the food and beverage industry (also called restaurant industry). 10.2 HOTELS Hotel is an establishment that provides lodging and usually meals and other services for travelers and other paying guests. It provides paid lodging, usually on a short-term basis. Hotels often provide a number of additional guest services such as a restaurant, laundery, a swimming pool o r childcare. Some hotels have conference services and meeting rooms and encourage groups to hold conventions, functions and meetings at their location. A hotel may be called as an establishment where primary business is to provide to the general public lodging facilities and which may include one or more of the various services such as food, beverage, laundry, uniformed services etc. Hence, hotel can also be called as home but with a vested interest which includes commercial activities. Hotels are found in almost all the cities. Hotels operate twenty four hours a day, seven days a week. The principal factor that determines the guest attitude towards a hotel is service although other amenities such as room, food and beverages are of equal importance a tangible determinants. Introduction to Hotels 137 10.2.1 Definition of Hotel Hotels are defined in numerous ways from early times to today. Some of the important definitions for hotels are: Hotel refers to a house of entertainment of travellers. Reader's Digest Dictionary Hotel is a place where all who conduct themselves properly, and who being able to pay and ready to pay for their entertainment, are received, if there be accommodation for them, and who without any stipulated engagement as to the duration of their stay or as to the rate of compensation, are while there, supplied at a reasonable cost with their meals, lodging and other services and attention as are necessarily incident to the use as a temporary home. Common Law A hotel is an Establishment held out by the proprietor as offering food, drink and if so required, sleeping accommodation, without special contract to any traveller presenting himself who appears able and willing to pay a reasonable sum for the services and facilities provided and who is in a fit state to be received. Hotel Proprietors Act, 1956 Building that provides lodging, meals, and other services to the traveling public on a commercial basis. Encyclopedia Britannica Hotel or inn is defined as a place where a bonafide traveller can receive food and shelter, provided he is in a position to pay for and is in a fit condition to be received. British law 10.2.2 Importance of Hotels 1. Hotels play an important role in most countries by providing facilities for the transaction of business, for meetings and conferences, for recreation and entertainment. In that sense hotels are as essential to economies and societies as are adequate transport, communication and retail distribution systems for various goods and services. Through their facilities, hotels contribute to the total output of goods and services, which makes up the material well-being of nations and communities. 2. In many areas hotels are important attractions for visitors who bring with them spending power that the locals and who tend to spend at a higher rate than they do when they are at home. Through spending by visitors hotels thus often contribute significantly to local economies both directly and Accommodation Operation indirectly through the subsequent diffusion of the visitor expenditure to the Govt. coffers and to other recipients in the community. 3. In areas receiving foreign visitors, hotels are often important foreign currency earners and in this way may contribute significantly to their countries’ balance of payments. In countries with limited export possibilities, hotels may be one of the few prime sources of foreign currency earnings. 4. Hotels are important employers of labour. Thousands of jobs are provided by hotels in the many occupations that make up the hotel industries in most countries; many others in the industry are self-employed and proprietors of smaller hotels. The role of hotels as employers is particularly important in areas with few alternative sources of employment, where they contribute to regional development. 5. Hotels are also important outlets for the products of other industries. In the building and modernization of hotels, business is provided for the construction industry and related trades. Equipment, furniture and furnishings are supplied to hotels by a wide range of manufacturers. Food, drink and other consumables are among the most significant daily hotel purchases from farmers, fishermen, food and drink suppliers, and from gas, electricity and water companies. In addition to those engaged directly in hotels, much indirect employment is, therefore, generated by hotels for those employed in industries supplying them. 6. Hotels are an important source of amenities for local residents. Their restaurants, bars and other facilities often attract much local customers and many hotels have become social centres of their communities. 10.3 HISTORY OF HOTELS The past, present, and perhaps the future of the hotel industry are closely linked. Today's industry is the result of centuries of social and cultural evolution. Comfortable, sanitary lodging was once considered only the privilege of the wealthy, but with the industrial

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