Introduction to hotel and catering industry
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1.1 introduction to the hotel industry and growth of the hotel industry in India:
In earlier days `dharmashala' established
Charitable motives and were established by local or regional 22 certify the need for overnight stay of the travels. `Dharmshala' provide QBasic facilities and worked on profit loss basis.
The hotel and tourism industry is the fastest growing industry in India. The hotel industry is the biggest for agent currency or not among the service oriented industries. It is run by the people to serve the people.
The continuous growth in the economic change the lifestyle of the majority of people travel frequently for both business and pleasure. Now a day's people use their disposable income and plan their vacations and day visit places where they do not have any relatives.
Thus a hotel is defined as "a place where a bonafied traveler can receive food and shelter provided he is in a position to pay for it and he is fit condition to be received.
The hotel industry also known as a catering or hotel and food Service industry or hospitality industry and this includes all activities such as providing food,drink and accommodation.
•Types of outlets/food outlets/Restaurants. Types of meals
A food outlet is a commercial establishment committed to the sale of food & beverage it is alsc known as a restaurant" in general. A restaurant may be a licensed post of hotel operation Restaurant can also be independent business under individual ownership 4 management. An ideal restaurant provides food & daank seavice at the table with seating arrangement for the customer. It is attached with kitchen& pantay.
•Following are the Different Types of outlet/Restaurant
Dining Room: This is basically for resident customeas of the hotel which may be opened to non-resident also It is generally found in smallea hotels, motels of where one finds in uneconomical to have more than one eating places
coffee shop: coffee shops provide are plated food service in an informal atmosphere. This concept is borrowed. from the united states. In this type of restaurant the table cover is less
continental Restaurant: In this type continental food is seawed in a mose sophisticated (scan) atmosphese Stress is on personalized silver service whese people eat at leisure
speciality Restousont: It is also called a theme sestousont with speciality type of food. It may offers Indion chinese, continental, cuisine the service is based on the style of the country from which a posticular cuisine is offered
Gill Room: This is see through type of restaurant whexe the guests can see the food which gasted (ΰ€ΰ€) in the kitchen past
cafe/snack boa: This is a jofcamal sevice restaurant theix is quick seavice of eatables such as sandwiches, canquettes & service of ice cream soda ete this this type of Restaurant does not have much decoration
Discotheque: This type of food outlet is for dancing.. to recorded music or to live bonds. A bor is on essential post of discotheque & the food consist mainly of snacks
Night Club: Generally these operate atdinega donce 4 flock shows os cabarets A dispense bos is an essential post of food culte It is lavishly (Bica) decorated with elobacte seavice of food 4 drinks
•Other food & drink service centeas
Room Seavice: Room seavice work round the clock aoom seaxice menu is mixed cuisine not os elatoote as doom seavice has to be quick & efficient Bos menu is also included in the room seavice menu zoom seavice con be centralized Da decentralized
Vending machines: vending machines me an important electronically operated machine supplements to manual types of service has to be quick & effective schools, hospitals, odustajal plants as well as office& transportation have used this mode of service of coffee break, after meal hous snacks,etc.
Types of meals.:-
Food & Beverage seavice available from food & beverage seaxice depoatients include
I) Bed Tea/coffee: This is the first service of teaed to the customer though acom service preferably at co clock in the moaing
II) breakfast:- this is the service offer day in the morning from 8 to 11 a.m. clock room service or any of the food and beverage outlets such as coffee shop dining room etc It includes continental American, English, & Indian breakfast breakfast may be from an la carte Minu aur table de hot or buffet breakfast menu.
III) Brunch:- This is a service of meals offered after Ilam between brealdast & lunch time & it includes service of meals which may include items of breakfast & some selected light lunch Hems
IV) lunch:- It is generally served between 12 noon to 3p.m it may he served in any of the food outlets through a la carte menu a table d' hote menu or outlet lunch in the dinning room.
V) Afternoon Tea (full Afternoon service):-As per an old English tradition it is served at four O clock. The menu includes assorted sandwiches, eggs amoked salmon etc. It is to be noted that beverages are served first
VI) High tea:- It is another modified form of afternoon tea, served at around 6pm with additional Items such as grills, toasted snacks, fish & meat dishes, choice of proprietary sauces such as tomato, ketchup, Worcester sauee are accompanied with high tea.
VII) Dinner:- Dinner service is offered in the evening between 7.30 pm & midnight. It is served in mast food & beverage service outlets & consists of food from different cuisine. (Indian, continental etc).
VIII) Supper:- It is a popular European meal It may be an early dinner often associated with the theater as diners have a light supper, attend the theatre & may later have a heavy dinner
IX) Midnight Snack:-Some selected midnight snacks are served from the coffee shops & room service department & these may be available throughout the night.
1.3 Contribution of the food & beverage Department in these outlets (Including revenue production)
The contribution of food & beverage department through different outlets can be termed as the food and beverage function or catering establishment, that are together concerned with.
A) The provision of food & beverages.
B) The service of food & beverages
For example in a large establishment the individual department that together with the food & beverage department include.
1.4 Classification of food & Beverage operation
A) Commercial:- Residential/Non-Residential.
8)Welfare: industrial/Institutional/Transport
a) Commercial Catering:
1. To manage the safety deposit locker
2. To settle the guest accounts while check- out.
3. To balance cash at the close of shift
4. To complete the guest check-out procedure.
D. Reservation
The term reservation means booking in advance. It basically blocks/reserve the room as per the requester specifies data. The main functions are as follows:-
1. Handle all cancellations and revisit as a reservation made by the guest from different sources and modes.
2. Keep out reservation correspondence complete and systematic.
3. Process and confirm the reservation request.
4. Forecast future room reservation status. Update the room availability chart.
E. Telephone Section This section is handled by telephone operators and it is located at the back of the office. Its main function is to handle incoming and outgoing calls. It is also responsible for managing wake up calls as requested by the guest and preparation of telephone bills made by guests and staff.
1. Answering Incoming calls
2. Directing calls to guests rooms
3. Providing information on guest services
4. Processing Guest wake up calls
5. Protecting Guest privacy
6. Coordinating emergency communications
F. Lobby It is an area which is located at the entrance of a hotel building with a sitting arrangement for guest's visitors to meet and wait. It is synonymous with the word "Foyer" which means a wide passage or large hall just inside the entrance of a public building. The dimension and design of this area rely upon the size and design of the building. Basically lobby area must be furnished with all the necessary things. Example:- Lobby desk, Bell desk, GRE/GRO, Reception desk, Cash counter, Restroom, Business center, Safety lockers, etc
G. BellDesk
It is located at either side of the lobby entrance headed by the bell captain and followed by bell boys. This desk is tesponsible for handling the guest luggage during arrival and departure. The bell desk section also handles the paying. deliver guest mail and messages to the concerned guest room.
H.BusinessCenter
The person who handles the business center is known as Business Centre attended and the main function of this section is to provide communication facilities and services like STD, ISD, E-mail, internet, fax, xerox, etc.
1. TravelDesk(concierge)
This section of the front office is responsible for arranging the packages, tickes, ete for the guest as per their request.
A concierge is a hotel employee who provides information and personalized services to guests such as dinner reservations, tour and travel arrangements, and obtaining tickets for special events in the city. He/She is oflen expected to achieve the impossible, dealing with any request a guest may have, relying on an extensive list of personal contacts with various local merchants and service providers, the concierge was the castle doorkeeper in those times. His/Her duty was to ensure that all castle occupants were safe in their rooms at night. When the royal families travelled, they often took their concierges with them for security and for making food and lodging arrangements. As the hotel industry grew, concierges became a part of the hotel staff to provide personalized services to the hotel guests
Functions
• Making reservations for dining in famous restaurants
• Obtaining tickets for theatres, musicals, and sporting events
Arranging for transportation by limousine, car, coaches, buses, airplanes, o trains providing information on cultural and social events stich as phot exhibitions, art shows, and local places of tourist interest
2.2. Organizational chart of front office department
Receptionists
A receptionist is the first person to come in contact with guests at the time of their arrival, so he'she is an important bearer of the hotel's image. The basic function of a receptionist is to receive guests and answer their queries.
Duties and Responsibilities
The major duties and responsibilities of a receptionist are as follows:
Greet guests on their arrival.
Politely confirm the details of guests with confirmed reservation. Complete the registration formalities of guests with confirmed reservations.
Check the availability of rooms in case of walk-in guests.
Assign rooms and call the bellboy to escort guests to their rooms.
Use up-selling techniques to sell higher category rooms and also to promote other services of the hotel.
Coordinate room status updates with the housekeeping department.
Notify housekeeping of all check-outs, late check-outs, early check-ins, and
special requests.
Process guests check-out requests.
Post all the credit charges to the guest folios.
•Process requests for safe deposit boxes according to the house policy. Process reservation requests of guests if directed by the reservation section.
Information Assistant
Information assistants provide information to guests about the hotel's products and services, nearby food and beverage outlets, places of tourist interest in the city and around, etc. They also handle guests' mails and messages and provide other services.
Duties and Responsibilities
The duties and responsibilities of an information assistant are as follows:
Provide desired information to guests,
Update the guest rack after every arrival and departure.
Maintain information rack.
Handle guest mails and messages.
Coordinate guest room maintenance work with the engineering and maintenance departments.
Assist in guest paging
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