Hospitality Management Notes in English Class 12 Home Science Chapter-11 Book-Human Ecology and Family Sciences Part-II

 

Preface

When we go to a hotel or restaurant, we expect to be well received and served. If that is not the case, we would not like to go there again. In Indian culture, guests are considered equal to God, which is called "Atithi Devo Bhava". This means that every guest should be respected and taken good care of. Earlier people used to stay with their relatives or in Dharamshalas, but now with the increase in business and travel, the need for hotels and other services has increased.

Importance

Globalization has made the world smaller, and people travel for many reasons, such as business, studies, pilgrimage, treatment, holidays, visiting relatives or shopping. Some people travel to see new places, cultures, historical monuments, nature and festivals such as Pushkar Mela, Kumbh Mela, Mysore Dussehra or Ganpati festival. They want to stay in comfortable, safe and clean places. If the facilities are not good, their experience may be bad. That is why the hospitality industry is growing rapidly by providing facilities like "home away from home".

Basic Concepts

Hospitality means welcoming and taking care of guests. It includes managing accommodation, food, entertainment, and other facilities for them. Services like hotels, motels, lodges, resorts, and furnished flats play a major role in the hospitality industry.

Main types of hospitality services

• Hotels provide rooms, meals and other amenities to guests. 

• Motels have facilities like hotels, but parking is directly attached to the room. 

• Lodges only provide a place to sleep, but do not provide meals or other services. 

• Resorts offer sports, spas and other facilities for leisure and recreation. 

• The well-furnished flats offer all the amenities required for long-term stay while the camps are meant for adventure sports and trekking enthusiasts.

Other Services

Hospitality services are not only limited to hotels and resorts but are also available in places like conferences, wedding parties, theme parks, amusement parks, and cruises. Hostels and hospitals also provide hospitality services.

Guest cycle

The guest experience cycle is divided into four phases. Pre-arrival is the booking of the room and the setting of the rate. Arrival is the guest registration and check-in phase. Guest needs are taken care of during room occupation. Departure is the check-out, payment and feedback.

Departments involved in hospitality management of an organisation

The main office is the most important part of any hotel. This is where guests are welcomed and have first contact with the staff. The atmosphere and services here shape the hotel's image and the guest's experience.

Main Services of Head Office

• Welcoming and greeting guests.

• Room availability information and reservations.

• Check-in and check-out process.

• Handing over the room keys.

• Providing porter services.

• Bill preparation and payment processing.

• Providing information on hotel and external services.

• Coordination with other departments, such as transportation, housekeeping, and restaurants.

Housekeeping department: Management of cleanliness and decoration

The housekeeping department is responsible for maintaining a neat and beautiful ambiance in the hotel. This department is responsible for cleanliness, beauty and guest satisfaction. Its main functions are: cleaning of public places such as the lobby and waiting room, hygiene and decoration of rooms, arrangement of linens and uniforms, flower and garden decoration, management of lost luggage, and keeping the hotel pest free.

Sections of Housekeeping Department

Several teams work in the housekeeping department. The control desk exchanges information between employees and departments. The manager plans and monitors all operations. The guest house brigade cleans guest rooms, while the public area brigade cleans the lobby and shared spaces. The linen and uniform room manages clothing supplies and laundry. The garden and floral team looks after floral arrangements and the garden.

Staffing Pattern of Housekeeping Department

Selection of appropriate manpower is essential for the smooth running of a hotel department. The hierarchy of employees and the organisational structure may vary from hotel to hotel. Some hotels employ different persons for each position, while some employ a single employee to perform multiple tasks.

Responsibilities of Housekeeping Department Personnel

The housekeeping department of a hotel is the centre of cleanliness, beauty and proper functioning of the facilities. This department not only ensures guest satisfaction but also improves the image of the hotel.

Main Positions and Responsibilities of House Management

• There are many roles within the housekeeping department. 

• The Executive Housekeeper supervises the planning, cleanliness, and operations of the department. 

• The assistant housekeeper creates duty schedules and checks cleanliness. 

• The Desk Control Supervisor ensures the cleaning of rooms between check-in and check-out. 

• The floor supervisor oversees the cleanliness of floors, corridors and stairs. 

• Room attendants and housekeepers clean guest rooms and bathrooms and handle heavy cleaning such as sweeping and moving furniture. 

• The public area supervisor cleans the lobby and common areas. 

• The florist/gardener manages the garden and floral arrangements. 

• The Linen and Uniform Room Supervisor arranges for sheets, towels and uniforms.

Tools and materials used in housekeeping

Cleaning involves the use of equipment such as vacuum cleaners, brushes, mops and trolleys. Cleaning products include water, soap, detergent, vinegar and ammonia. It is important to choose the right product for each surface, such as wood, marble, tiles, fabric and metal, and suitable polishes are used.

Eco-friendly initiatives

Hotels today are promoting environmental protection. They use bio-cotton sheets and chemical-free laundry, urge guests to reuse towels and linens, and use LED bulbs to save energy.

Food and Beverage Department

The food and beverage department is responsible for the sale and service of food and beverages in the hotel. It includes the kitchen, banquet hall, restaurant, room service, coffee shop, and bar. This department plays an important role in improving the guest experience.

Kitchen: place to prepare food

The kitchen is the place where food is prepared. In large hotels, the kitchen is divided into different sections, such as the butchery, bakery, vegetable preparation department, soup and pantry. In small hotels, all functions are in one place. Major positions include executive chef (kitchen planning and management), sub-chefs (helpers), chefs-de-parties (supervisors of sections), and assistant chefs (food preparation and general duties). Other responsibilities include maintaining kitchen hygiene, stocking ingredients, and maintaining the health and manners of employees.

Restaurants: Food and service for guests

The restaurant is the part of the hotel where guests enjoy meals. It is furnished with tables, chairs, plates, cutlery and linens, and the décor is in accordance with the hotel's theme. The restaurant manager is responsible for the entire operation. The senior supervisor and head waiter lead the waiters and hostesses. Waiters and assistant waiters serve food, clean tables, and maintain hygiene. Etiquette, proper serving methods, and making guests feel comfortable are their main responsibilities.

Support Services Department

A hotel has many support departments, called the 'back office'. These include finance and accounting, engineering, human resources, and sales and marketing departments. There are complex relationships between all these departments and efficient management of people, materials and resources is essential for the smooth operation of the hotel.

Management Functions

The functions of management are: planning, organizing, coordinating, staffing, directing, controlling, and evaluating the use of resources. All these functions are discussed briefly in the chapter on food.

Workspace

The hotel industry offers career opportunities at all levels from top management to operational staff. The industry is rapidly growing and welcomes a young workforce as youth are energetic, quick to adopt new technologies, and eager for success.

Organizational structure of the hotel

Hotel management is divided into four levels. Top management is responsible for strategy and decision making. Middle management oversees departmental management and coordination. Lower management and supervisors oversee daily operations and employees. Operations staff directly operate hospitality services.

Qualifications Required in the Hospitality Industry

A person in hospitality services should be neat, organized, confident and polite. Good communication skills and knowledge of multiple languages ​​are a must, along with smile and courtesy. Uniforms should be ironed, nails clean, and hairstyle neat.

Education in Hotel Management

Certificate, diploma, bachelor's, and postgraduate courses in hotel and catering management are available across the country. These courses are offered in many government and private institutes.

Career opportunities

There are positions to choose from such as top management, chef, restaurant manager and supervisor. Course options include degree, diploma and certificate.