Hospitality management by saffron institute of hotel management

HOSPITALITY
MANAGEMENT
By:-
Saffron institute of hotel
management

CONATCT
SAFFRON INSTITUTE OF HOTEL MANAGEMENT
ADDRESS:-A- 10, mahendru enclave
model town Delhi-110033
website:- www.saffronihm.com
call us on :- 8810478003

DEFINING THE HOSPITALITY
The hospitality field, by definition, is a service
industry. Its task is to create shareholder
wealth by servicing and satisfying guests.
Industry segments include, among others:
hotels, restaurants, private clubs, managed
food service, event planning, tourism related
businesses, and travel providers. More often
than not, the product purchased is either
intangible or the perceived quality of the
product purchased is impacted by the service
method in which it was received.

THE OBJECTIVES OF
HOSPITALITY INDUSTRY
1. Making the guests feel welcome personally1. Making the guests feel welcome personally
This requires both a friendly manner on your part
toward the guest and an atmosphere of “liberality and
good will” among the people who work with you in
serving the guest. That often translates to an
organization in which workers get along well with one
another.

THE OBJECTIVES OF
2. Making things work for the guests2. Making things work for the guests
Everything needs to be clean and in working
order before the guests step foot on the
establishment. A hospitality system requires
a lot of work and the manager must see that it
is done properly and maintained at all times.

THE OBJECTIVES OF
3. Making sure that the operation will continue to3. Making sure that the operation will continue to
provide service and meet its budgetprovide service and meet its budget
As a manager, the key to achieving this objective
lies in achieving a controlled profitable operation.
A good term to describe this management concern
is “conformance to budget.”

TRENDS INFLUENCING THE
•Technology;
•More comfortable travel;
•Communication;
•Aging population;
•Early retirement
•Longer life span and better health in senior years
•Political changes
•Two wage earner families
•Smaller families
•Change in consumer spending patterns

TRENDS INFLUENCING THE
•Social impact
•Shorter work week
–Not so in US
–Europeans get more holidays
–Professions work more
•Downsizing causes more work
•More leisure time
•Short, last minute trips
•Seasonality not a factor
•Greater disposable income

SCOPE OF THE HOSPITALITY-
TOURISM INDUSTRY (WALKER,
2007)

THE SUCCESS OF THE SERVICE
- Focus on the guest
- Understand the role of the guest-contact
employee
- Weave a service culture into education and
training systems
- Thrive on change

CLASSIFICATION OF HOTELSCriteria:
- Location: e.g. city centre hotels, suburban hotels, airport
hotels and highway hotels/motels
- Function: e.g. commercial hotels and convention hotels
- Market segment: e.g. resorts, health spas,
timeshares/vacation ownership and casino hotels
- Distinctiveness of property: e.g. all-suite hotels, boutique
hotels, extended-stay hotels, historic conversions and bed
and breakfast inns
- Price and staff/room ratio
- Size: e.g. under 150 rooms, 151-300 rooms, 301-600
rooms, more than 600 rooms
- Rating (grading) : e.g. one-star to five-star or one-diamond
to five-diamond

CLASSIFICATION OF HOTELS
Hotel OwnershipHotel Ownership
Another classification of hotels is by their
ownership, which can be:
- Private: An independent hotel owned by a
person/partnership/private company;
- Local group: Several hotels owned by a
local company
- International group: A hotel which is
part of an international chain of hotels

TYPES OF HOTELS
- City centre hotels
- Suburban hotels
- Airport hotels
- Highway hotels/Motels
- Convention hotels
- Commercial hotels
- Resort hotels
- Spa hotels

TYPES OF HOTELS
- Timeshares/Vacation ownership
- Casino hotels
- All-suite hotels
- Boutique hotels
- Extendedstay hotels/Serviced Apartments
- Historic conversion hotels
- Bed and breakfast inns (B&Bs)

TYPES OF HOTELS
- Guest houses
- Hostels
- Cabins
- Villas/Chalets (usually found in
skiing and beach resorts)

HOTEL MANAGEMENT
- Independently owned and operated
These can be independent hotels, with no
affiliation, that are being managed by the -owners
of the properties.
- Management contract
Management contracts are hotel management
companies which operate properties owned by
other entities. In some cases, the hotel owners may
arrange to run their properties through a
management contract with a company that
specialises in managing hotels.

HOTEL MANAGEMENT
The reason for this is that the owner may not:
- Have the necessary expertise;
- Desire to become involved in the operation
of the hotel;
Benefits for the hotel management company:Benefits for the hotel management company:
- Little or no up-front financing or equity
involved
- Manage the property for the contract period
such as five, ten or twenty years
- Receive a management fee during the
contract period

HOTEL MANAGEMENT
- Franchising
Some investors prefer to use the franchising
concept in running the hotel.Franchising in
the hospitality industry is a concept that:
- Allows interested investors to use a company’s
(the franchisor) name and business format
-- Is made up of properties where the franchisees
agree to run the hotel in accordance with the strict
guidelines set by the franchisor
- Allows a company to expand more rapidly by
using others’ capital

THE FUNCTIONS AND
DEPARTMENTS OF A HOTEL

KEY EXECUTIVES IN THE
HOTEL
General ManagerGeneral Manager
The main responsibilities of the general
manager (GM) include:
- Providing leadership to the management team
- Coordinating the work of all departments
- Participating in the formulation of hotel
policies and strategies
- Leading the hotel staff in meeting the
financial, environmental and community
responsibilities

KEY EXECUTIVES IN THE
HOTEL
Resident ManagerResident Manager
The main responsibilities of the resident manager
include:
-Holding a major responsibility in developing and
executing plans developed by the owner(s), the general
manager and other members of the management team
- Checking on operations, providing feedback and
offering assistance when needed
- Completing, reviewing and summarizing statistical
reports and sharing them withthe general manager

FUNCTIONS OF MAJOR HOTEL
DEPARTMENTS
EngineeringEngineering
The engineering department is responsible for
maintaining the physical plant of the hotel such as
electricity, plumbing, air conditioning, heating
and elevator systems; and for overseeing all
mechanical and technical conditions of the hotel.

DEPARTMENTS
SecuritySecurity
Security is an important concern in every
hotel. The security department is
responsible for implementing procedures
which aim at protecting the safety and
security of hotel guests, visitors, hotel
employees and the hotel itself. Examples
include monitoring surveillance
equipments, patrolling the hotel premises
and maintaining security alarm systems.

DEPARTMENTS
Human ResourcesHuman Resources
The human resources (personnel and training)
department is responsible for hiring,
orientation, training, wages and benefit
administration, labour relations, employee
relations, and staff development.
Food and BeverageFood and Beverage
The food and beverage (F&B) department
provides food and beverage services to the
hotel guests and visitors through a variety of
outlets and facilities/services..

DEPARTMENTS
Sales and MarketingSales and Marketing
The main functions of the sales and marketing
department involve generating new businesses for
the hotel, coordinating advertising, as well as sales
promotions and public relations activities aiming
at enhancing the hotel’s image.

DEPARTMENTS
AccountsAccounts
The accounts department is headed by the financial
controller who, as a key member of the management
team, can guide the hotel to an increasing profitability
through better control and asset management. In
addition, this department is responsible for monitoring
all of the financial activities of a hotel. Examples
include overseeing accounts receivable, accounts
payable, payroll, and cost control systems of the hotel;
keeping records of assets, liabilities and financial
transaction of the hotel; preparing the monthly profit-
and-loss statement, coordinating with purchasing
department and information technology department,
and handling guests’ inquiries about billing.

DEPARTMENTS
ooms divisionooms division

DEPARTMENTS
The three main functions of the front office
are as follows:
1. Selling rooms
2. Maintaining balanced guest accounts
3. Providing services and information to
guests
The front office department is headed by the
front office manager (FOM) whose main duty
is to enhance guest services by constantly
developing services to meet guests’ needs.

DEPARTMENTS
The FOM performs the following duties:The FOM performs the following duties:
- Monitoring reservation status
- Looking over market mix and preparing
occupancy forecasts
- Determining rate structures and supervising
implementation of rate policies
- Reviewing previous night’s occupancy and
average room rate
- Reviewing arrivals and departures for the day
and the next day

THE HOUSEKEEPING
DEPARTMENT
The housekeeping department requires the
following information from the front desk:
- Check-in, occupied and check-out rooms in
order to organise room cleaning
- Special requests from guests, such as baby cot
or extra blanket, etc., so that extra amenities
and services can be provided to guests
In return, the housekeeping department will
provide the actual room status to the front desk
for comparison with the computer record.

THE HOUSEKEEPING
DEPARTMENT
The housekeeping department of a large-sized
hotel comprises of the following sections:
- Laundry department
- Uniform and linen room
- Housekeeping office
- Guest floors
- Public areas
- Health club
- Floral and plant arrangement

THE HOUSEKEEPING
DEPARTMENT
The housekeeping department is responsible
for cleaning and maintaining the
guestrooms,public areas, office spaces and
back of the house areas in the hotel so that the
property is as fresh and attractive as its first
day of business. Although the roles that
housekeeping performs vary from one hotel to
another, the tasks performed by the
housekeeping department are critical to the
smooth daily operations of any hotel.

THE HOUSEKEEPING
DEPARTMENT
Executive Housekeeper
- interviews, selects and engages staff in
conjunction with human resources manager
- training
- deployment
- prepares work schedules, work procedures
and job descriptions
- compiles duty rotas, holiday lists, etc.
- personnel records
- arranges supervision

THE HOUSEKEEPING
DEPARTMENT
Assistant Executive Housekeeper
Assistant Housekeeper
Floor supervisor
Room attendant
Public area supervisor
Cleaner

FOOD AND BEVERAGE
FOOD & BEVERAGE is a term the hospitality
industry uses to refer to all food and beverage
needs for an event, dining experience or general
catering. The food and beverage department
within a hotel consists of many areas and
personnel that cater to internal or external guests.

FOOD AND BEVERAGE
ivisions
Kitchens
Restaurants
Catering, internal and external
Banqueting, internal and external
Room service (In-room dining)
Minibars
Lounge bars

FOOD AND BEVERAGE
KitchensKitchens
A kitchen is a place for the storage and
preparation of food for consumption. In some
hotels, there may be a variety of kitchens
catering to different needs from breakfast,
luncheon and dinner to events such as gala
dinners and conferences. The number of guests
being catered for varies depending on the size
of the dining facilities and kitchen,the number
of staff employed and the equipment being
used.

FOOD AND BEVERAGE
RestaurantsRestaurants
A restaurant is a retail establishment that
serves prepared food to customers. Food is
generally for eating on the premises, although
‘restaurant’ can also describe take-out
establishments and food delivery services. The
term covers many types of venue and a
diversity of styles of cuisine and service.

FOOD AND BEVERAGE
Banqueting and catering (internal andBanqueting and catering (internal and
external)external)
A banquet, event or function can be described
as the service of food and drink at a specific
time and place, to a given number of guests at a
known price. Banquet is a term used to
describe a large formal occasion. Some
examples of hospitality functions include:

FOOD AND BEVERAGE
Stewarding DepartmentStewarding Department
The correct cleaning, drying and storage of all
equipment used in the preparation and cooking
of food is critical to prevent the spread of
bacteria and cross-contamination.
Responsibilities of the Chief Steward are:
- Cleanliness of back-of-house
- Washing of pots and pans and other kitchen
equipments
- Cleanliness of glassware, china and cutlery
- Inventory of chemical stock

THE FOOD AND BEVERAGE
MANAGER
The responsibilities of a Food and Beverage
Manager will typically cover a number of
areas. They will have the sole responsibility
for the day-to-day running of the F&B
department and ensuring budgetary controls
while overseeing pricing and purchasing in all
food and beverage areas. They will also be
involved in the recruitment and supervision
of a highly skilled F&B team and be
responsible for the creation and
implementation of seasonal F&B marketing
strategies including input into menu
planning.

MANAGER
Their responsibilitiesTheir responsibilities can also include:
- Dealing with all matters concerning spirits,
wines and beers.
- Ensuring that the profit margins are
achieved for each food and beverage outlet.
- Purchasing, receiving, storing and issuing
liquor as well as controlling the overall
inventory.
- Interviewing and selecting staff.
- Training of staff for supervisory level.

MANAGER
Their responsibilitiesTheir responsibilities can also include:
- Promotion of the beverage department
and marketing.
- Co-ordinating requests from other
departments within the hotel.
- Complying with health and safety
regulations.
- Holding regular meetings with section
heads to ensure that all departments are
working efficiently.

FOOD AND BEVERAGE
Restaurant ManagerRestaurant Manager
A Restaurant Manager can also be referred to
as the maitre d' (short for maitre d'hotel which
literally means "master of the hall"). In a
suitably staffed restaurant or hotel this person
is in charge of assigning customers to tables in
the establishment, and dividing the dining area
into areas of responsibility for the various
waiting staff on duty.

FOOD AND BEVERAGE
In some localities or traditions, particularly
small organisations like a single restaurant, the
post is also known as the headwaiter, host or
restaurant manager. Their duties include daily
operations, staffing and human resources, legal
aspects of the business, accounting, finance,
marketing, advertising and public relations.
Their duties also extend to the followings:
- Responsibilities to the guests
- Responsibilities to the employer
- Responsibilities for health and safety

FOOD AND BEVERAGE
Assistant Restaurant ManagerAssistant Restaurant Manager
An Assistant Restaurant Manager will assist the
Restaurant Manager in the organisation and
running of the restaurant. They will assume full
responsibility when the Restaurant Manager is
unavailable, on leave or absent. Their duties will
include daily operations and staffing and will also
extend to:
- Responsibilities to the guests
- Responsibilities to the employer
- Responsibilities for health and safety

FOOD AND BEVERAGE
Station Head Waiter/Section SupervisorStation Head Waiter/Section Supervisor
This person is responsible for a team of staff
serving a set number of tables in the restaurant
or function; this is known as a station.
Station WaiterStation Waiter
In larger hotels this position is sometimes
called a chef de rang. This employee will work
under the direction of the Station Head Waiter
and serve guests.
Waiter/WaitressWaiter/Waitress
This employee will work under the direction of
the Station Waiter and is usually an apprentice
or a person who is just beginning to learn the
skills of serving guests.

FOOD AND BEVERAGE
Kitchen organisation – key figures:
- Executive ChefExecutive Chef
To become a Head Chef or an Executive
Chef takes many years of hard work with
long hours standing on your feet, working
unsociable hours at any time of the day or
night. It takes years to learn the skills and
knowledge necessary to become proficient
in different cooking methods and styles.

FOOD AND BEVERAGE
- Head ChefHead Chef (le chef de cuisine)(le chef de cuisine)
In large establishments the duties of the Executive
Chef, Head Chef or person in charge are mainly
administrative; only in small establishments
would it be necessary for the Head Chef to be
engaged in handling the food. The functions of the
Head Chef are to:
- Organise the kitchen
- Compile the menus
- Order the food
- Show the required profit

FOOD AND BEVERAGE
- Engage the staff
- Supervise the kitchen (particularly
during service hours)
- Advise on purchases of equipment
- Be responsible, in many cases, either
wholly or partially, for the stores, still
room
and the washing up of silver crockery etc.
- Be responsible for guest satisfaction
- Ensure food quality and consistency

FOOD AND BEVERAGE
An Executive/Head Chef also has to work
in conjunction with:
• Other chefs and cooks
• Food and beverage staff
• Function staff
• Kitchen stewards
- Second ChefSecond Chef (le sous-chef)(le sous-chef)
The Second Chef/sous chef relieves the
Head Chef when they are off duty and is
the Chef’s 'right hand'.

FOOD AND BEVERAGE
- Chef de PartieChef de Partie
The Chefs de Partie are each in charge of a section of
the work in the kitchen, such as
sauces and soups, fish, vegetables, larder or meat. This
is the job of the specialist. The Chefs de Partie organise
their own sections, delegate the work to assistants and
are in fact the 'backbone' of the kitchen.

FOOD AND BEVERAGE- Pastry ChefPastry Chef (le patissier)(le patissier)
All the sweets and pastries are made by the Pastry
Chefs, as well as items required by other parties,
such as vol-au-vents, bouchees, noodles etc., and
also the coverings for meat and poultry dishes
when pastry is required.
- Assistant CooksAssistant Cooks (les commis chefs)(les commis chefs)
The Chefs de Partie are assisted by commis or
assistants, the number varying with the amount of
work done by the partie, e.g. the vegetable partie
is larger than the fish partie due to the quantity of
work to be prepared, so there are more assistants
in that partie. The Assistant Cook is usually
capable of taking over a great deal of
responsibility, and in some cases will take charge
of the partie when the Chef is off duty.

FOOD AND BEVERAGE
- ApprenticeApprentice (l’apprenti)(l’apprenti)
The apprentice is learning the trade and
rotates among the parties to gain knowledge
of all the sections in the kitchen.
Activity 5.Activity 5. Describe the role that an Executive
Chef would have in a large hotel in Cyprus
today. Use the criteria listed above and give
six important functions that you think would
be necessary for this position.

Hospitality management by saffron institute of hotel management

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