An examination of a hotel and its various departments

Shaharu B.

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An examination of a hotel and its various departments

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Abstract

Under the British law “a hotel is a place where the bona fide traveler gets shelter and food provided they are in a position to pay for it and are in a fit condition to be received.”

Origin: The discovery of wheel brought development to trade and tourism; horse carriages, and caravans started transporting to far away places. This was the medieval age. In Europe it was the Elizabethan Era. France, England, Switzerland and Germany had beautiful hotels with artistic interior decoration, beautiful gardens and few guest rooms, and a fine dining arrangement with rich cutlery & crockery.
During the industrial revolution, the establishment of industries made a lot of rural people come and settle in urban areas. Steam engine was used for railways & ships. Common people had disposable income in hand and the laborers of industrial revolution were given holiday & off days.

The chalets became popular in Switzerland. These are beautiful cottages made of wood with sloping roof; a fireplace and a chimney and a sloping roof on top of the ceiling roof. In England these were ‘ inns' run by a husband and wife team in their own dwelling cottage, one portion being let out on daily rent. The domestic servants as well as the lady of the house cooks the food and serves them. The gentlemen are busy with maintenance ,engineering and revenue management. These inns were used by the higher status people. Taverns were situated in England and generally used by the common people. They had series of cottages, a well for drinking water and stable for horses.

Introduction to hotel industry
Chalets
International hotel scenario
The present scenario
1. Individual hotels
Relationship between tourism and the hotel industry
Front office
1. Hierarchy
2. Reservation
3. Payments
4. Rreservations
5. Meal arrangements
Amenities given to the guest
Reception
1. Facilities and equipment
2. Staffing
3. Registration
4. Night receptionist
5. Guest arrival/departure procedure
6. Co-ordination with other departments
House keeping department
1. Organization of the housekeeping deparment
2. Control desk
3. Linen room
4. Uniform room
5. Laundry
6. Flower room
7. Division of work
8. Procedures for making up a room
9. Job description
10. Guest laundry
11. Inter departmental co-ordination
Organisational hierarchy
1. Job description
2. Formats used in the F and B service
Room service
1. Order taking
2. Order placing
3. Task performed
4. Shift wise service
5. Banquets
Food and beverage production
1. Organisational hierarcy
2. The pantry
3. Bakery and confectionery
4. Layout of the kitchen
5. Equipment used
6. Cuisine
7. Duties and responsibilities
8. Co-ordination with other departments
Materials department
1. Purchase
2. Procedure for purchase of assets
3. Purchase of raw materials or consumable items
4. Purchase method of raw materials
5. Purchasing specifications
6. Purchase order
7. Work flow of the departments
8. Receiving
Stores
1. Storage objectives
2. Inventory
3. Issuing from the stores
Accounts department
1. Hierarchy of the accounts department
2. Functions of accounts department
3. General duties of an accountant
Personnel department
1. Recruitment
2. Orientation
3. Retaining
4. Appraisal
5. Retrenchment
6. Dismissal
7. Records maintained
8. Functions of the department
Sales and marketing department
1. Duties of the sales and marketing executive
2. Registers maintained by the department
Engineering and maintenance
1. Organisation hierarchy
2. Systems
3. Procedure
Security
1. Organisational hierarchy
2. Registers maintained by the security
Problems and suggestions

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[...] The Caesar Ritz and Augusti Escoffier, two stalwarts of the Hotel Industry, the former being an expert in F & B (service) and introduced fine dinning and the latter being a great chef the world has ever seen. William Waldorf Astor and John Jacob Astor IV constructed the 13th story Waldorf hotel and also the 17 story Astoria hotel and had an interconnecting corridor connecting both the blocks and it was called the Waldorf Astoria constructed during 1893. During 1929 the hotel had to close down and vacate to make room for the Empire State building. [...]

[...] Recruiting and dismissing of staffs Submitting various periodical returns Forms and Formats Used Application forms Leave forms Medical check up forms Loan forms Letters of application Regret letter Interview letter SALES & MARKETING DEPARTMENT It is very essential for every hotel to have a sale back up system since it is the key to the success of the organization. The department plays an important role in getting revenue to the hotel. The sales and marketing department in the hotel helps to increase the sales of the hotel. [...]

[...] The hotel has various splendid dining and entertainment outlets, which serves a wide choice of dishes ranging from Continental to Chinese. ORGANISATIONAL HIERARCHY IN THE F&B SERVICE DEPARTMENT JOB DESCRIPTION F & B MANAGER 1. Responsible for all the personnel in the department 2. Ensure smooth functioning of the department 3. Relates with other departments to ensure closer co-ordination and co- operation 4. Represent the department in the meeting Ensure that the sales targets are reached Maintain discipline and redress any grievances of subordinates. [...]

[...] After cleaning the room, turn it on to 'low ' or 'medium' Cleaning the balcony Take a bucket of water, squeeze and mop the balcony and wash and wipe the chairs and the tables Cleaning-up a. Hang any articles of clothing found on the bed, chairs or furniture neatly in the cupboard. b. Printed in the waste paper basket should be placed neatly on the desk, drawer or table. c. Empty partially filled glasses found in the room and in the bathroom in to the basin. [...]

[...] A walk-in cooler to store all the pastry products at 32 degrees A deep freezer to store all the cakes and ice-creams Two ovens, a gas and an electric A Traulsen, to store all the ready-made pastries CUISINE The Bakery prepares the following items 1. Breads and Bread products o Bread sticks o Pizza bases o Sandwich (large\small) bread o Brown whole wheat bread o Fremcj bread 2. Puff pastry and Products Patties o Cheese straws o Pastry work 3. [...]

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