India Hotel Business Management Guide 2009

CONTENTS

EXECUTIVE SUMMARY
HIGHLIGHTS
1. HOTEL HOUSEKEEPING
1.1 Purpose & Objectives
1.1.1 Beautification of Hotel Premises
1.1.2 Maintain Cleaning Agents & Equipment
1.1.3 Cleaning Different Types of Surfaces
1.1.4 Hygiene & Sanitation
1.2 Functions (Services)
1.2.1 Cleaning Guest-Rooms
1.2.2 Cleaning Public Areas
1.2.3 Other Housekeeping Services
1.3 Organisation of Housekeeping Department
1.3.1 Job description
1.3.2 Qualities of Housekeeping Staff
1.3.3 Co-ordination with Other Departments
1.4 Areas of Focus
1.4.1 Guest Rooms
1.4.2 Public Areas
1.5 Linen Room
1.5.1 Types of Linen Rooms
1.5.2 Types of Linen
1.6 The Uniform Room
1.6.1 Types of Uniforms
1.6.2 Linen & Uniform Room Equipment & Accessories
1.6.3 Storage Conditions
1.6.4 Exchange of Linens & Uniforms
1.6.5 Discarded Linens & Uniforms
1.7 The Laundry Section
1.7.1 Guest Laundry Process
1.7.2 Types of Pressing Irons
1.7.3 Stain Removal (Spotting)
1.7.4 Types of Stains
1.8 Gardening & Interior Decoration
1.8.1 Landscaping
1.8.2 Types of Gardens
1.9 Occupational Hazards & Safety Measures
1.9.1 Accidental Falls
1.9.2 Cuts & Bruises
1.9.3 Cramps & Back Pains
1.9.4 Hazardous Chemicals
1.9.5 Electrocution
1.9.6 Poor Work Practices
1.9.7 First Aid
1.10 Administration of Housekeeping Department
1.10.1 Employee Attendance
1.10.2 Briefing
1.10.3 Discipline
1.10.4 Cost Control
1.10.5 Employee Scheduling
2. FRONT OFFICE
2.1 Introduction to Front Office
2.1.1 Importance of Front Office
2.1.2 Functions of Front Office
2.1.3 Front Office Personnel & Their Role
2.1.4 Basic Characteristics of Front Office Staff
2.1.5 Sections of Front Office Department
2.2 Reservation
2.2.1 Role of Reservation Agent
2.2.2 Walk-in Guests
2.2.3 Types of Reservation
2.2.4 Sources of Reservation
2.2.5 Modes of Reservation
2.2.6 Types of Reservation System
2.2.7 Types of Rooms
2.2.8 Cancellation
2.3 Reception & Registration
2.3.1 Reception
2.3.2 Registration
2.3.3 Registration Methods
2.3.4 System of Registration
2.4 Front Office Accounting
2.4.1 Billing Systems
2.4.2 Modes of Payment
2.5 Bell Desk & Concierge Services
2.5.1 Bell Desk
2.5.2 Concierge Services
2.6 Telecommunication
2.6.1 Telephone Exchange
2.7 Safety & Precautions
2.7.1 Emergency Situations
2.8 Application of Computers
2.8.1 Computerised Reservation Systems
3. FOOD & BEVERAGE SERVICES
3.1 Catering Industry
3.1.1 History, Growth & Development
3.1.2 Types of Catering Units
3.1.3 Career Opportunities
3.2 F&B in Hotel Industry
3.2.1. F&B Service Areas
3.2.2 F&B Service Department
3.2.3 F&B Service Equipment
3.2.4 Types of Services
3.2.5 Coordination with Other Departments
3.3 F&B Management
3.3.1 Production & Service Operations
3.3.2 F&B Control
3.3.3 Human Resource Development
3.4 Hotel Menu
3.4.1 Types of Menu
3.4.2 Planning
3.4.3 Services
3.4.4 Service Sequence
ANNEXURE 1 (GLOSSARY)
ANNEXURE 2 (ABBREVIATIONS)
ANNEXURE 3 BIBLIOGRAPHY (REFERENCES)
LIST OF FIGURES

Figure 1.1: Organisation Chart of a Housekeeping Department
Figure 1.2: Co-ordination with Other Departments
Figure 1.3: Areas of Focus
Figure 1.4: Types of Gardens
Figure 2.1: Front Office Personnel
Figure 2.2: Sections of Front Office Department
Figure 2.3: Classification of Emergency Situations in a Hotel
Figure 3.1: Types of Catering Units
Figure 3.2: Organisational Hierarchy of the F&B Service Department
Figure 3.3: Types of F&B Services
Figure 3.4: Coordination with Other Departments
Figure 3.5: Types of Alcoholic Beverages
Figure 3.6: Types of Non-Alcoholic Beverages