Operational aspects of a hotel and an analysis of the problems encountered

Shaharu B.

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Operational aspects of a hotel and an analysis of the problems encountered

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Abstract

To understand tourism we can divide it into two parts or sections, namely the dynamic sector & the static sector; the dynamic sector is concerned with economic activities of the formation of community, motivation of demand and provision of transport. It involves the activities of tour operators, travel agents, transport and other ancillary services. The second sector or the static sector looks after the 'sojourn' part of tourism, including the demand for accommodation, food and development of infrastructure. The word tourism originated from the Hebrew word 'tour' or as in Latin 'tornos' meaning going around in search of business opportunities, job opportunities, health advantage, education benefits or recreational properties; or in other words for learning, studying and research.

Tourism began with the invention of wheel. Tourism can be traced back to the 11th century, to the Roman Empire; the Romans were known to travel to temples & shrines for festival, for health and amusement, development of trade and commerce, religious activities, etc. The 11th to 15th centuries added impulse to the movement of merchants, soldiers, clergy and pilgrims. Between the 16th and the 18th centuries, the Industrial Revolution took place. Specialized education in advanced countries became very popular which encouraged the elite to go abroad. To find some entertainment, people started exploring the world, thus giving birth to Pleasure Tourism.

Introduction to tourism
1. Definition
2. Explanation
Growth and history of tourism
Importance of tourism
Development of tourism
Effect of tourism
1. Social front
2. Environmental front
3. Economic front
Hotel industry
Importance of hotel industry
Hotel industry and tourism
Origin of hotel industry
Front office
1. Essential activities of front office staff
2. Duties and responsibilities
3. Reception
4. Information
5. Cashier
6. Coordination with other departments
Housekeeping department
1. Introduction
2. Room maintenance procedure
3. Evening service
4. Weakly cleaning procedure
5. Duties and responsibilities of executive housekeeper
Exchange of uniform and linen
1. Practice and procedures
2. Room linen exchange procedures
3. Uniform exchange procedure:
4. Restaurant exchange procedure:
5. Records and registers maintained
6. Co-ordination with other departments
Food and beverage production
1. Functions of the department
2. Sections of the kitchen
3. Work procedure
4. Recipe development
5. Purchasing
6. Kitchen equipment and maintenance
Food and beverage service
1. Introduction
2. Maintenance of restaurant and bar
3. Maintenance
4. Preparation for service
5. Duties and responsibilities
6. Restaurant manager
Purchase. receiving and stores
1. Purchase
2. Order for supplies
3. Receiving
4. Systems and procedures followed
Stores
1. Features of the store
2. Stores ledger
3. Departmental requisition book
Security
1. Introduction to the department
2. Main features
3. Forms and formats used
Engineering and maintenance
1. Introduction
2. The operational goal of the department
3. Files and registers maintained
Conclusion
Bibliography

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[...] COST CONTROL Whatever the size of an establishment that is operated, it is essential for the basic management, from a cost control point of view, to know how much money is received and spent. The cost of meals fall naturally into three distinct sources, the first being the cost of the ingredients, second the cost of overheads which includes heat, water, electricity, staff uniforms, advertising, building, etc., the third section is the labor cost - salaries and wages. The responsibility of any management control system is to make sure that a pre determined food and wage cost percentage has been calculated. [...]

[...] Making a room look good and appealing to a guest is the task of the housekeeping, which has to ensure the basic human requirements of comfort and security. Thus, the personal effort the housekeeping department makes in giving a guest the desirable room has a direct bearing on the guest's experience in the hotel. HOUSE KEEPER'S OFFICE This is the nerve center of the administration of the department. It is here that the Executive Housekeeper sits. DESK CONTROL This is the main communication center of the housekeeping. [...]

[...] COORDINATION WITH OTHER DEPARTMENTS HOUSEKEEPING The housekeeping department gives the report of each and every room to the front office; when the guest departs the front office informs the housekeeping to make the room ready for the next check-in as to make sure that the guest does not carry along any hotel property; in such a case the guest is debited with the said amount. FOOD & BEVERAGE SERVICE Close coordination is necessary with this department as whenever there are groups or crew staying, they are issued food coupons; each coupon collected is used further in billing. [...]

[...] ROOM ATTENDANTS This position is perhaps one of the most critical in a hotel as it includes entering the guest rooms; guest rooms are private spaces and this job requires servicing the rooms without breaking or disturbing this privacy. This can be one point which never brings back a guest to the property. EXCHANGE OF UNIFORM AND LINEN PRACTICE AND PROCEDURES The linen room usually serves as the base of operation and is under the control of the housekeeper who has the responsibility for the issue and control of the stock under her. [...]

[...] While the commercial sector of the industry has developed into a wider range of different hotel activities and reconstructed central cities, changes in the pattern people travel have also altered the way in which the hotel is managed. Quick, fast and easy travel has changed the people's lifestyles. IMPORTANCE OF TOURISM Tourism is the most desirable and the most basic human activity. It is an industry concerned with attracting people to a destination, transporting them there, housing, feeding and entertaining them upon arrival and returning them to their houses. [...]

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