To most people, the hospitality industry consists only of hotels and restaurants. However, the Oxford English Dictionary defines hospitality as the 'reception and entertainment of guests, visitors or strangers with liberality and goodwill'. Therefore, the hospitality industry can be broadly defined as the collection of businesses providing accommodation and/or food and beverages to people who are away from home. In other words, the hospitality industry includes not only famous hotels or restaurants, but also a wide range of businesses, such as small guest houses, snack bars and fast-food outlets.
The hospitality industry provides services for people who are away from home regardless of whether it is long or short periods of time. These services can vary according lo the specific needs of both the person away from home and the organization operating those services. For example, the needs of a person in a residential home differ dramatically from those of an executive business person in a deluxe hotel. Similarly, a student staying in a hall of residence would expect to be treated and accommodated differently from someone on a cruise-liner. Therefore, it is important that staff in the hospitality industry must be able to identify the various needs of their customers and be able to act and provide the services expected.
[...] It also ensures that the beauty of the hotel is maintained to its best with an aesthetic aspect in mind. The house keeping department offers the guest who stays in the hotel a home away from the home. The house keeping department offers the guest a clean room and a bath room with laundry facilities that are necessary for a comfortable stay. Some of the functions carried out by the house keeping department are: Co-ordinate with other departments especially with the front office ii) Dealing with guest complaints and requests iii) Dealing with lost property iv) Checking and cleaning all the offices, public areas, guest and staff rooms Dealing with the uniform of the staff SHIFT TIMINGS: In the morning shift the staff directly reports to the house keeping desk control. [...]
[...] Note : The reservation assistant should have the knowledge of the following : Types of rooms available ii) Types of room rates iii) Types of plans in the house RECEPTION : The main function of the reception in a hotel is to receive guest and register him / her. It also minimizes guest complaints and makes arrangement for the arrival and the departure of the V.I.P. guest. GRE'S DESK : The guest relation executive desk is the place where the GREs are available. [...]
[...] A restaurant may be the licensed part of a hotel operation; while it may also be an independent business under individual ownership and management. Basically, restaurant provides table, chair and food to eat for people, prepared by an attached kitchen. BASIC ETIQUETTE FOR THE RESTAURANT STAFF The hotel restaurant business is an added mixture of ownership and diplomacy. All front line personnel are required to have an ability to communicate effectively coupled with certain manners and etiquette associated with gentleness. [...]
[...] General stores : Stationery, guest supplies like soaps and shampoos are stored and issued from this section on presentation of an indent form daily by the department head. Food stores : Non perishable commodities are issued from this store. Items like rice, oil, creams and other miscellaneous items like onions are stored and issued from here. Beverage store : Alcoholic and non-alcoholic beverages are stored here and issued on the production of an indent form daily signed by the department head. [...]
[...] One copy remains with engineering department office On completion the technician gets it signed from area housekeeping attendant and deposits it at central house keeping If the room has to be blocked for more than an hour, central housekeeping informs the front office for the status of rooms and whether under maintenance is not allowed. It should be notified in the following occupancy report. Handling the guest request : Procedure : 1. A request for any additional service may be received by the central house keeping either as telephone call directly from the guest or from the front office The request is entered in the guest request / maintenance register Then telephone calls are made to the floor concerned and communicate the request After the request has been attended the staff member concerned calls back desk control to report complaint The register should be completed within no time after the call was made. [...]
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