hospitality question and need guidance to help me learn.
UNIT 01: INTRODUCTION TO HOSPITALITY INDUSTRY
1.1Objective 1.2Introduction 1.3Hospitality Industry 1.4Classification of Hotels 1.4.1Star
1.4.2Location 1.4.3Clientele 1.4.4Length of Stay 1.4.5Size
1.4.6Plan 1.4.7Classification 1.4.8Others 1.5Summary
1.6Check your progress
Learner should be able to convey the feelings of welcome to the guest by following traditional and conventional practices and identify the various traditional ways of hospitality done in Hospitality market and Accommodations sector, and find out the origin for the growth and development. And also find out the needs of the guest and accordingly offer them to achieve guest satisfaction in a professional and efficient ways of service.
For many, the hospitality industry holds a certain glamour and sophistication. This is partly due to the image most hotels choose, refine, and project to the public. Much of this image is created through architecture and design. Yet a building is really only bricks, mortar, steel, glass and furnishing. The property‘s architecture and style may be important in setting the theme, but other factors are also important in differentiating one hotel from another. These factors can include the property location, variety and quality of food service, special features and amenities, and perhaps most important, a staff that puts all of this together with service to create the overall image and competitive position.
Front office personnel are literally on the front line in creating that image. Reservations agents are often the first to have contact with the guest, while front desk agents, Concierges, bell attendants, and door attendants are among the first needed to satisfy guest needs make front office work interesting and
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Introduction to Front Office BHM/DHM 101
rewarding. And since no two guest, two hotels, or – for that matter – two days are even the same, front office work can‘t help but be exciting and challenging.
This chapter will outline some basics about the hospitality industry, as well as show how hotels can be classified by size, market, level of service, and ownership.
1.3 Hospitality Industry
The hospitality industry is part of a larger enterprise known as the travel and tourism industry. The travel and tourism industry is vast group of businesses with one goal in common: providing necessary or desired products and services to travelers.
Hospitality can be termed as a deliberate, planned and sustained effort to establish and maintain mutual understanding between an organization and the public i.e., the business of making and keeping friends, and promoting an atmosphere of better understanding. As per the Oxford Dictionary Hospitality is defined as: ̳Reception and entertainment of guest, visitors or strangers with liberality and goodwill.‘ The word hospitality is derived from the Latin word ―Hospitalitias‖
The travel and tourism industry can be segregated into five main parts and further it shows the various sub components of each part. The hospitality industry consist of lodging and food and beverage operations – plus institutional food and beverage services which do not cater to the traveling public. Lodging operations stand apart from other travel and tourism businesses since they offer overnight accommodations to their guests. Many lodging properties provide food and beverage service, recreational activities and more.
1.4 Classification of Hotels
Hotel can be classified in various ways depending upon its size, location, clientele, length of stay, characteristics, etc. The reason for classifying the hotels is more than one. A person while making a booking must know from the name of the hotel about its location, rate, amenities, etc. offered by the hotel A hotel may fall in one or more then one of the categories mentioned below. The hotels can be classified in the following ways.
2.Classification on the basis of location of hotel 3.Classification on the basis of clientele
4.Classification on the basis of length of guest stay 5.Classification on the basis of size
6.Classification on the basis of plan
7. Classification on the basis of ownership & affiliation 8.Other types of hotels.
This is a customary in these days for hotels to get themselves graded. The star
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Introduction to Front Office BHM/DHM 101
grading is given depending upon the amenities, the hotel is providing or will be providing. Just by knowing the grading of the hotel the guest can come to know about the facilities, comforts, etc. the hotel is offering and can even has a rough idea that how much will be the tariff. In India hotels are classified by HRACC and are graded from one to five-star and five-star deluxe and heritage hotels. Like this in other countries also hotels are graded but these are not awarded stars. In Europe the Automobile Association inspects the hotels and offer AA grade to the best of the hotel ̳AA Rosette‘ is offered to the restaurant owners or to the restaurant/food of the hotels. If three Rosettes are awarded to the restaurant that means the food served is of the best standard. Two Rosettes and one Rosette is allotted to the restaurant/food of the less standard comparatively.
In some European countries the hotels are also graded as deluxe, first class, second class, third class, fourth class also and yet some other countries grade as deluxe, first class, middle class, moderate class and fifth grade hotels.
No matter what ever system of grading a country may adopt but the motive is that a prospective guest or travel agent should understand, without seeing the hotel, that what standard of amenities hotel will be providing and approximately what will be the tariff. Hotels are an Integral part of a tourists visit to a place and the services offered by them make or mar a visit completely. With the aim of providing standardized, world class services to the tourists, the Department of Tourism, Government of India has a voluntary scheme for classification of full operational hotels in the following categories.
1.STAR HOTELS: a.FIVE-STAR DELUXE,
b.FIVE-STAR, c.FOUR STAR, d.THREE-STAR, e.TWO STAR AND f.ONE-STAR.
2.HERITAGE HOTELS: HERITAGE GRAND, HERITAGE.
HERITAGE CLASSIC AND
The Hotel and Restaurant Approval and Classification Committee (HRACC) inspect and assess the hotels based on facilities (amenities) and services offered. Project approvals are also given in all the above mentioned categories at the project implementation stage as well. Classified hotels/approved projects are eligible for various concessions and facilities that are announced by the Government from time to time besides, getting worldwide publicity through the India tourism Offices located in India and abroad.
For the classification and project approvals in the five star deluxe, five star, four star, and all the three heritage categories the application in a prescribed format with requisite fees should be send to