04 Hospitality and Related Services

Chapter 4
Hospitality and Related Services

4.1 Introduction
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The hospitality services industry provides support to a number of other industries, ranging
from hotels and restaurants to educational establishments and oil rigs. The industry provides
food and drink, and increasingly provides ‘facilities management’, which means services like
housekeeping services, linen and security.
Figure 6.1 Operating sectors of the tourism industry: accommodation and food services.
Hospitality service providers include: travel; business; retail; education; health care; remote
and offshore locations; corporate hospitality and executive dining; government and local
authority provision; plus leisure venues and events (such as concerts, regattas, sporting events,
weddings and parties). The industry overlaps with the food and service management industry,
which is an external service provider. Hospitality services are managed ‘in-house’ by, for
example, a retailer or local authority.
116 Fundamentals of Tourism and Hospitality Management
Today, lodging and food service activities are enormous in economic importance. Manylodging
places provide meeting rooms, convention facilities and services, restaurants,
bars,entertainment, gift shops, gaming, health clubs, and other activities and facilities. Figure6.1
extracts the operating sectors and shows that accommodations andfood services are critical
sectors of the tourism industry.
Figure 6.2 Accommodations structure.

See Figure 6.2 for the structureof the accommodations industry. In this chapter we examine this
industry as well as theeven larger food service business, meetings and conventions, and related
services.
Review Question
1. Give an overview on the impacts of tourism.
4.2 Lodging
A¯’vh়x Avevm
Lodging means accommodation for a period or a place to sleep for one or more nights. Fancy
hotels, youth hostels, elder hostels, campgrounds, motels and other businesses that provide a
place for people to sleep overnight are all in the lodging industry.
Lodging businesses markets to other market segments such as business travelers, leisure
travelers, long-stay travelers, budget travelers, and special travelers like people working with
the government, airlines, and military.
Chapter -4: Hospitality and Related Services: Introduction 117
Lodging is offered by an owner of real property or a leasehold estate, including the hotel
industry, hospitality industry, real estate investment trusts, and owner-occupancy houses.
Lodging can be facilitated by an intermediary such as a travel website.
Review Question
1. What do you mean by lodge.
4.3 The Lodging Industry

A¯’vh়x Avevm wkí
Lodging is done in a hotel, motel, hostel, inn or hostal, a private home (commercial, i.e. a bed
and breakfast, a guest house, a vacation rental, or non-commercially, as in certain homestays or
in the home of friends), in a tent, caravan/campervan (often on a campsite). Lodgings may be
self-catering, whereby no food is provided, but cooking facilities are available.
The lodging industry is a broad group of businesses that provide services to customers. It's
focused on the satisfaction of customers and providing specific experiences for them. The
lodging industry is unique because it relies so heavily on discretionary income and free time.
Think about your last vacation. You didn't necessarily need to go on the trip, but you did
because you had both the free time and the extra money. In this lesson, we'll look at different
areas of the hospitality industry, its strong focus on customers, and levels of service provided, as
well as economics of the industry.
Review Question
1. What is lodging industry?
4,4 Terms Related with Lodging Industry

A¯’vh়x Avevm wk‡íi m‡½ m¤úwK©Z kZ©vejx
Following are the terms related with lodging industry:
 Revenue per available room (Dcjä K¶ c«wZ Avh়). Totalguestroom revenue for a given
period divided by thetotal number of occupied rooms during the same period(excluding
public rooms). A simple way to calculate is tomultiply the occupancy times the room rate.
 Average daily room rate for guest (AwZw_i Rb¨ iæ‡gi ‰`wbK MW় nvi): Total guestroom revenue
for a given period divided by the total number of guests accommodated for the same time
period.
 Percentage of occupancy (`L‡ji kZvsk): The percentage of available rooms occupied for a
given period. It is computed by dividing the number of rooms occupied for a period by the
number of rooms available for the same period.
 Income before other fixed charges (Ab¨vb¨ wbw`©ó Pv‡R©i Av‡Mi Avh়): Income after management
fees, property taxes, and insurance does not include deductions for depreciation, rent,
interest, amortization, and income taxes. Comparisons beyond income after property taxes
and insurance are virtually meaningless due to wide variances in ownership, depreciation
methods, financing bases, applicableincome taxes, and so on.
 Full-service hotel (cy‡iv cwi‡lev †nv‡Uj): A hotel that provides a widevariety of facilities and
amenities, including food andbeverage outlets, meeting rooms, and recreationalactivities.
 Limited-service hotel (mxwgZ-cwi‡lev †nv‡Uj): A hotel that providesonly some of the facilities
and amenities of afull-service property. This category includesproperties commonly
referred to as motels ormotor hotels.
 Resort hotel (wi‡mvU© †nv‡Uj): A hotel in which all rooms haveseparate, but not necessarily
physically divided,sleeping and living areas.
 Convention hotel (Kb‡fbkb †nv‡Uj): A hotel that providesfacilities and services geared to
meet the needsof large group and association meetings andtrade shows. Typically, these
hotels have inexcess of four hundred guest rooms and containsubstantial amounts of
function and banquet space flexibly designed for use by large meetinggroups. They often
work in concert with otherconvention hotels and convention centers toprovide facilities for
citywide conventions andtrade shows.
Review Question
1. What is
a. revenue per available room?
b. average daily room rate for guest?
c. percentage of occupancy?
d. income before other fixed charges?
e. full-service hotel?
f. limited-service hotel?
g. resort hotel?
h. convention hotel?
4.5 Trend in the Lodging Industry

Avevm wk‡íi cªeYZv
The trend in the lodging industry has been away from independently owned and
operatedproperties toward chain and franchise affiliations, which get larger and larger.There are
also referral groups or voluntary membership associations. Both independentsand chains have
found it profitable to join together to market their properties.
The trend toward consolidation and acquisition will continue because chainshave the potential
for improvement in productivity and because of the advantagesthat accrue to large size. Chains
can most effectively use training programs, employeeselection programs, major equipment with
different layouts, prices, advertising, equipment,technology, marketing, and so on, and what
works well in one property can beemployed chainwide. One reason for the popularity of the
referral groups is that memberswho are independent operators achieve the marketing benefits of
chains withoutchain membership.
Franchising is also well known in the lodging industry and has made a rapid penetrationinto the
marketplace. However, franchising generates mixed reports. Manymanagements believe that it
is difficult to control the franchises and maintain thequality that the chain advertises and the
standards that are supposed to be met. Thus,many chains are buying back franchises to ensure
that management maintains thequality level desired. In other cases, firms are moving ahead
rapidly with franchisingbecause they can conserve cash and expand more rapidly by
franchising. In addition,the franchisee, having invested his or her own capital, has great
motivation to succeed.
Franchisees have the advantage that they receive a known “ name” as well as theknowledge,
advice, and assistance of a proven operator. Franchising also spreads the costsof promotion,
advertising, and reservation systems over all outlets, making the unit costmuch lower. If the
franchiser has an excellent reputation and image, the franchisee benefits greatly. Most of the
companies with franchise operations also operate company -owned units. Industry predictions
are that as the industry grows and matures, there willbe less franchising, which will give the
chains more control over their properties and operationsso that they can maintain the desired
quality control. Increased competitivenessand improved properties will necessitate having the
ability to make these improvements.
One of the increasingly popular amenities offered by modern hotels

is a fitness facility. These are provided in response to the changing
lifestyles and demands of customers.
A trend in the lodging industry appears to be that more large properties will beoperated under
management contracts. Investors, such as insurance companies, frequentlypurchase hotel
properties and turn them over to chains or independents tomanage — a process that has
advantages to both parties. The owner has the financialresources and the manager has the
reputation and experience to manage the property profitably. Other trends are the increased use
of central reservation systems, emphasison service, and the use of yield management
techniques.
Review Question
1. Explain the trend in the lodging industry.
4.6 Bed - and – Breakfasts

weQvbv Ges cªvZtivk
Moving from the mega-corporate chain to the bed - and - breakfast (B & B) establishment
demonstrates the diversity in lodging accommodations and the fact that manysmall businesses
make up much of the tourism industry.
The growing bed - and - breakfast segment is made up of over 20,000 privatelyowned homes,
inns, and reservation services. B &Bs provide both luxury and economyaccommodations and
are found in resort areas as well as in many areas where majorhotel and motel chains do not
build. This brings tourism dollars into communitiesoften neglected by most tourists.
B &Bs provide the best possible avenue for travelers of all ages and locations to experience
firsthand the lifestyles in areas of the country previously unknownto guests. The B & B host can
become an area’s best ambassador. In many cases aroundthe nation, the institution of a B & B
has saved a historic property that might otherwisehave been destroyed.
B & B reservation services inspect and approve B & B homes and inns, maintain
ongoingquality control, and provide one - stop shopping for the traveler. They can providethe
traveler with recourse in case of a problem. Reservation services are privatelyowned
corporations, partnerships, or single proprietorships, each representing from thirty - five to one
hundred host homes and inns.
Review Question
1. What does the bed - and - breakfast (B & B) establishment demonstrates?
4.7 Timeshare Resorts

In its book Timeshare: The New Force in Tourism, the United Nations World
TourismOrganization has named timeshare as one of the fastest - growing sectors of the
traveland tourism industry.
Timesharing is expected to increase in the United States because major companies,such as
Disney, Marriott, Hyatt, Four Seasons, Ramada, Accor, Starwood, and Hilton, havebecome
involved in bringing more respectability to the industry. Once considered to bea sleazy real
estate proposition with unfulfilled promises, high pressure, and marketinghype, timesharing has
evolved into a mainstream option. Today, timeshares are sold bysome of the best names in the
hotel industry. Vacation ownership or internal ownershipis the terminology used. Major hotel
chains are gaining a large share of the market.
Review Question
1. What is timeshare Resorts?
4.8 Camping and Campgrounds

K¨vw¤ús Ges K¨v¤ú †¶Î
Camping has a long history in many countries including the United States. Millions ofcampsites
are available to the tourist, both public and private. At one time campingmeant roughing it and
involved setting up a tent or sleeping under the stars. Todaytravelers can still do that, or more
likely they will park a recreational vehicle, or rentcabins, cottages, or lodges. RV parks and
campgrounds offer a wide variety of amenities,activities, and services for the comfort of their
camping customers. Many campgroundsoffer electricity, cable TV hookups, computer
connections, wireless Internetservice, hot showers, and laundry facilities. The National
Association of RV Parks andCampgrounds is the national association representing over 3,900
parks and campgroundsin North America. The association is headquartered in Falls Church,
Virginia.
4.9 Lodging Organizations

A¯’vh়x Avevmb ms¯’v
There are a large number of accommodation organizations: international, regional,state, and
local. Of these, the American Hotel and Lodging Association is the largestand most prominent
in the United States. AH & LA now represents over 8,500 members.AH & LA works on
programs such as guest and employee communications, informationprocessing and related
technology, international travel, external and internal marketing,quality assurance programs,
industry research, safety and fi re protection, and so on.
AH & LA has one of the best information centers in the United States. Their informationcenter
provides a collection of resources covering the lodging, hospitality, and travel and tourism
fields; a professional staff of librarians/researchers; a wealth of industry - specific and related
knowledge.
AH & LA has a commitment to technology and is dedicated to providingmembers and the
media with up - to - date information, industry trends, and associationnews via the Internet.
The International Hotel and Restaurant Association (IH & RA), located in Paris,France, is a
global network for the hotel and restaurant industry in over 150 countries.It represents, protects,
promotes, and informs its members. IH & RA research reportsprovide members with valuable
information on the global hospitality industry, careers,taxes, and technology.
Review Question
1. What is lodging organizations?
4.10 Lodging Information Sources

A¯’vh়x Avevm‡bi Z_¨ m~Î
Data on the lodging industry can be obtained from Smith Travel Research inHendersonville,
Tennessee. Smith is the leader in lodging industry tracking and analysis,providing regular
industry reporting to all major U.S. hotel chains, many independenthotels, and a variety of
management companies and hotel owners. The company alsotracks lodging industry
performance in Canada, Mexico, and other major world destinations.
PricewaterhouseCoopers, LLP (1301 Avenue of the Americas, New York, NY 10019),has
Lodging Research Network ( http://www.lodgingresearch.com ), which containseconometric
forecasts for the lodging industry, breaking lodging industry news, andan exclusive database of
lodging industry real estate acquisitions, financial data ofpublicly traded lodging companies,
hotel construction data, lodging census data fromSmith Travel Research, and an extensive
research library.
Review Question
1. What are the sources lodging information?
4.11 The Food Services Industry

Lv`¨ cwi‡lev wkí
 Early Food Services (cªv_wgK Lv`¨ cwi‡lev): Like the lodging industry, the food service
industry is a very old business. Such service came out of the early inns and monasteries. In
cities, small restaurants began serving simple dishes such as soups and breads. One such
restaurant, le restaurant divin (the divine restorative), opened in Paris in 1765. (Like tourist,
restaurant is a French word.) The famous English taverns provided food, drink, and lodging.
In the United States, the early ordinaries, taverns, and inns typically provided foodand
lodging. Good examples of these can be found in Colonial Williamsburg, Virginia.Politics
and other concerns of the day were often discussed in such taverns.
With the development of stagecoaches, taverns began providing food and lodgingalong the
early roads and in small communities. Some believe that these roadsidetaverns were really
the beginnings of the American hotel industry. As cities grew, so dideating establishments.
Some names of historic restaurants in the 1820s in New YorkCity were Niblo’s Garden, the
Sans Souci, and Delmonico’s.
French service was often used in these early restaurants. In French service, some kindsof
entr é es are prepared by the dining room captain right at the guests ’ table, sometimesusing
heat from a small burner, then serving from larger dishes onto the guest’s plate.
The kinds and amounts of each food item are chosen individually. By contrast, in
Russianservice, the entire plate, with predetermined portions, is served to each guest.
Figure 6.4 Food services structure.

Eating and drinking places are big business. Although much of this activity is local,eating
and drinking are favorite pastimes of travelers, and the food service industry would face
difficult times without the tourist market. See Figure 6.4 for the structureof the food service
industry.
Travelers, including foreign visitors, spend more money on foodthan anything else except
transportation, and travelers account for about one – fourthof the total sales in the food
service industry.
The food service industry consists of restaurants, travel food service, and vendingand
contract institutional food service. Local restaurants are made up of establishmentsthat
include fast - food units, coffee shops, specialty restaurants, family restaurants,cafeterias,
and full - service restaurants with carefully orchestrated “atmosphere.”Travel food service
consists of food operations in hotels and motels, roadside serviceto automobile travelers,
and all food service on airplanes, trains, and ships. Institutionalfood service in companies,
hospitals, nursing homes, and so on is not considered partof the tourism industry.
Over the past two decades, the food and beverage business has grown at a phenomenalrate.
This has been especially true for the fast - food segment, with the franchisingportion in the
fast - food segment becoming the dominant growth sector. Thisremarkable increase has
been gained at the expense of other food service operators andsupermarkets. Franchisees
control approximately three - fourths of the fast- food outlets,whose hamburgers, chickens,
steaks, and pizzas dominate the fast - food business.
Fast - food chains have enjoyed great success in part because they limit theirmenus, which
gives them greater purchasing power, less waste, more portion control,and, of importance to
the consumer, lower operating costs. They are leadersin labor productivity in the restaurant
industry. Most fast - food operations usedisposable paper and plastic; the expense for these
materials is more than offsetby the savings resulting from not providing regular service and
from not employingthe personnel required to wash the dinner service. Fast - food operations
alsoenjoy the advantages of specialization; they have become specialists in menu items, job
simplification, and operating systems. Franchising has been used extensively inboth the
restaurant field and the lodging field as a means of achieving rapid growth.
An unusual waiter indeed! This special breakfast dining

experience at Disneyland delights children and can be the
highlight of a family vacation.
Using the franchisee’s capital, the entrepreneur can get much more rapid penetrationof the
marketplace.
As noted earlier, franchise units account for approximately three - fourths of thegrowing
fast - food portion of the industry. Advantages of franchising accrue to bothsides. The
franchisee gets the start - up help, advice from experienced management,buying power,
advertising, and low unit costs from spreading fixed costs over largenumbers of units. The
franchisor has the advantage of a lower capital investment,rapid growth, and royalty
income. The fast - food franchise operators have a great dealof concentration in their
segment of the industry. The seven largest account for almosthalf of the fast - food units and
almost half of the sales. Franchise firms are householdwords: McDonald’s, KFC (Kentucky
Fried Chicken), A & W, Wendy’s, Dairy Queen, BurgerKing, Pizza Hut, Arby ’ s, and Taco
Bell.
Although the fast - food segment is the most rapidly growing segment, the high -quality
segment of the restaurant industry must not be overlooked. Much of this businessis based on
customers seeking a special or different experience in dining out.
Local entrepreneurs who emphasize special menus, varying atmospheres, and high -quality
food and service have most effectively satisfied this demand. New conceptsor trends
include ethnic restaurants, especially those with an Asian or Mexican flavor;increased
demand for health foods, fi sh, local produce, and regional dishes; and varietyin portion
sizes.
While the truly fine dining of the past is still available to travelers
throughout the world, many now prefer the casual sophistication of quality
food, served in unique, comfortable, outdoor environments. Here, visitors
are enjoying a patio setting in the outdoors of New Smyrna, Florida.
 Menu Trends (Lv`¨ZvwjKvi cªeYZv): A NRA survey of more than a thousand chefs shows that
some of the hottest menutrends are bite - sized desserts, locally grown and organic produce,
flatbread, and bottledwater. Additional “ hot ” items include pomegranates; figs; grass - fed
and free -range meat; fresh herbs and exotic mushrooms; whole - grain breads and
focaccia;Mediterranean, Latin American, and Pan Asian fusion cuisines; salts, aged
meatsand ginger; pan - seared, grilled and braised items; specialty sandwiches; and
Asianappetizers.
Organic items are growing in popularity across the board at table service restaurants.Among
restaurants that currently serve organic items, 52 percent of fi ne dining,42 percent of casual
dining, and 27 percent of family dining restaurant operatorsexpect higher sales of those
items. Locally produced food items are also growing inpopularity. Fifty - one percent of fi
ne dining, 38 percent of casual dining, and 31 percentof family dining operators expect
sales of locally sourced items to grow.
 The Culinary Tourist (iÜb ch©Ub): TIA has published a culinary travel study entitled A
Profile of the Culinary Traveler. They learned that culinary travelers: (1) are a sizable
proportion (17 percent) of the U.S. leisure travel market that makes travel decisions based
on food and wine decisions;(2) are younger, more affluent, better - educated travelers; (3)
are motivated by unique experiences; and (4) are a more desirable prospect market across
all aspects of the travel experience, culinary and no culinary.
They number 27.3 million and fall into three self - defined categories, based on their
motivations with regard to food and wine when traveling. Serious culinary travelers are
defined as “ deliberate ” and “ opportunistic. ” Deliberate culinary travelers make up46
percent, or 12.6 million, and the availability of culinary activities is the key reason they
travel to a destination. Opportunistic culinary travelers make up 28 percent, or7.6 million;

they seek out culinary activities on their travels, but such activities are not necessarily a
factor in these travelers ’ choice of destination. The third segment is the “accidental”
culinary traveler, who participates in culinary/wine - related activities simply because they
are available.
The food industry has always known that food, wine and other culinary experiences are not
only an important ingredient in travel but also a powerful motivation to travel. This study
verifies that the culinary traveler is among the best on the road.
 Restaurant Organizations (†i‡¯Ívuiv ms¯’v): The National Restaurant Association (NRA), a
full - service trade association with over sixty thousand members, is the most important
trade association in the food service field.
Membership is diverse, running the gamut from the New Jersey prison system to “ 21 ”Club
and including white - tablecloth and fast - food members, institutional feeders, and vending
machine operators.
The goals and objectives of NRA are channeled in three directions: (1) political action, (2)
information, and (3) promotion. Through their political action and political education
committees, NRA promotes the political and legislative concerns of the industry and
combats any potentially harmful attempts by government to regulate the operational aspects
of the industry. Their educational foundation contributes to the current and future training
and educational/informational needs of the foodservice industry.
This couple enjoying a break at the Lake Powell Java City Coffee shop represents the
increasingly popular upscale role of coffee in the daily life of students and young
professionals. Sparked by the widespread popularity of the Starbucks chain, many other
shops have also realized considerable success. Great opportunity exists for young
entrepreneurs in tourism to seize and profit from the “next wave” of consumer preferences.
Review Question
1. What is food service industry?
2. Explain the structure of the food service industry.
3. Write short notes on Food Service Industry. 2018 (13.a)
4.12 Meeting Planners

mfv cwiKíbvKvix
Because of the growth in the meeting and conventions area, it is an area of interestto students of
tourism. With the growth of more corporate and association meetings,there is a need for more
meeting planners, meeting consultants, and suppliers of goodsand services to meeting planners.
Professional meeting planners are involved withsuch tasks as negotiating hotel contracts,
negotiating with airlines, writing contracts, planning educational meetings and seminars,
developing incentive meetings, negotiatingwith foreign countries and hotels for incentive travel,
budgeting, promotion,public relations, and planning special events and post meeting tours.
Meeting plannersare found in corporations, special - interest associations, educational
institutions, tradeshows, and government.
Review Question
1. Explain the meeting planners.
4.13 Nature of Lodging Industry

Avevm wk‡íi cªK…wZ
The lodging industry provides services for people who are away from home regardless of
whether it is forlong or short duration of time. These services can vary according to the specific
needs of both the person awayfrom home and the organization operating those services.
Therefore, it is important that staff in hospitalityindustry must be able to identify the various
needs of their customers and be able to act and provide the servicesexpected. Providing services
or catering needs of the guest are generally profit or non-profit oriented.
Profit and Non-Profit Oriented Business:
Not all hospitality businesses are profit oriented; as a consequence they can be categorized into
eitherprofit making or non- profit making business.
a) Profit Oriented Business (gybvdv wfwËK eëmv): A profit oriented business is one which is set
up with the intention toearn a profit. Examples include Hotels and commercial restaurants.
b) Non-Profit Oriented Business (AjvfRbK eëmv): A non- profit oriented business is one
which is not run specificallyto make a profit.
It is usually operated with the intention of promoting the benefits and welfare of its members.If
there is any excess income generated, it is usually reinvested in the business (Example:
Inpurchasing new equipment or refurbishing premises). Examples include private clubs,
industrialcatering for offices and factories institutional or welfare catering and accommodation
andprovision of food in state hospitals, universities and other institutions.
Review Question
I. What are the nature of lodging industry?
14 Hotels, Hospitality & Accommodation Facilities

†nv‡Uj, AvwZ‡_h়Zv Ges Avevmb myweav
The word hotel is derived from the French hÔtel, which refers to a French version of
townhouse. BritishLaw defines a “Hotel” or “Inn” as “a place where a bonafide traveller
can receive food andshelter, provideds/he is in a position to pay for it and is in a fit condition to
be received.” Therefore, a hotel must providefood (and beverage) and lodging to travellers, on
payment and has, in turn, the right to refuse admissionif the traveller is unkempt or not in a fit
and orderly state.
 Hotel is defined by British law as a Place where a bonafide guest receives food and
shelter, provided he is in a position to pay for it and is in a receivable condition.
 The hospitality is a part of larger enterprise known as travel and tourism industry. The
travel and tourism is a vast group of business with one goal in common providing necessary
and desired products and services to customers and travelers.
 Accommodation facilities constitute a vital and fundamental part of tourism supply.
Among the important inputs, which flow into the tourism, system is tourism
accommodation forming a vital component of tourism superstructure.
Review Question
I. Define hotel according to British law. 2019 (11.a)
4.14 Classification of Hotels

†nv‡U‡ji †kªYxwefvM
With the evolution of hotels and its proliferation around the world, it is impossible to categorize
themunder one term. Therefore, hotels are classified into distinct categories to help the
prospective guest inidentifying the right type of hotel matching his standard and requirement.
The criteria on which hotels areclassified are exemplified below:
1) Size
2) Star
3) Location
4) Clientele
5) Length of Guest stay
6) Level of Services
7) Ownership
8) Affiliation
9) Management
1) Classification on the Basis of Size (AvKv‡ii wfwË‡Z †k«wYweb¨vm): In this classification hotels
are classified with respect to their number of guest rooms or the size of thehotel. The size of
property depends on the financial strength of the investor.Hotels can be grouped into the
following ca.tegories:
In Asia(Gwkh়v‡Z):
Small Hotel (†QvU †nv‡Uj): Hotels with 25 guest rooms or
less,e.g.,TheOberoiVanyavilas,Ranthambore.
Medium Hotel (gvSvwi †nv‡Uj): Hotels with 26 rooms to 100guest rooms, e.g., Hotel Taj
View, Agra
Large Hotel (eW় †nv‡Uj): Hotels with 101 rooms to 300 guest rooms, e.g., The Imperial,
New Delhi.
Very Large Hotel (Lye eW় †nv‡Uj): Hotels with more than 300 guest rooms, e.g., Hotel
Shangri-La, New Delhi.
In Europe and America (BD‡ivc Ges Av‡gwiKv‡Z):
Small Hotel (†QvU †nv‡Uj): Hotels with less than 100 rooms.
Medium Hotel (gvSvwi †nv‡Uj): Hotels with up to 300 guest rooms.
Large Hotel (eW় †nv‡Uj): Hotels with 400-600 guest rooms.
Very Large Hotel (Lye eW় †nv‡Uj): Hotels with 600-1,000 guest rooms.
Review Questions
2) Classification on the Basis of Star (ZviKvi wfwË‡Z †k«wYe×KiY): The standards for gradation
of hotels in India are laid down by the government of India from the pointof view of the
suitability of the hotel for foreign and domestic tourists. All hotels which are approved
getworldwide promotion and publicity through tourist literature published by the
government and distributedin India as well as abroad/overseas and are eligible for foreign
exchange for their essential imports ofequipment.
In addition to the approval of a hotel project at the planning stage from the point of view of
suitabilityfor foreign tourists, the hotel on completion is inspected as functioning
established for approval andplacement in the appropriate star category. There are certain
general features, facilities and servicesexpected of establishments in each category. For
example, hotels in the category of four, five and five stardeluxe should be completely air-
conditioned, three star hotels need have air-conditioned in only 50% ofrooms; two star
hotels need not serve continental cuisine and one star hotels need to have at least
25%attached bathroom.
a. One Star Category Hotels (GK ZviKv †nv‡Uj): The general construction of the building of
one star category hotels should begood and the locality and environs including
immediate approach should be suitable. The hotel shouldhave at least 10 lettable bed
rooms of which at least 25% should have attached bathroom with a bath roomfor every
4 of the remaining rooms. At least 25% of the bath rooms should have western style
water closets(WC’s). All bath rooms should have modern sanitation and running cold
water with adequate supplyof hot water, soap and toilet paper. The rooms should be
properly ventilated and should have clean andcomfortable beds and furniture.
b. Two Star Category Hotels (`yB ZviKv †nv‡Uj): The hotel should have at least 10 lettable
bed rooms of which at least 75%should have attached bath rooms with showers and a
bath room for every four of the remaining rooms andshould be with modern sanitation
and running cold water with an adequate supply of hot water, soap andtoilet paper. 25%
of the rooms should be air-conditioned, and all rooms must be properly ventilated,
cleanand comfortable, with all the necessary items of furniture.
c. Three Star Category Hotels (wZb ZviKvi †nv‡Uj): The architectural features and general
construction of the building ofthree star category hotels should be of a very good
standard and the locality including the immediateapproach and environs should be
suitable for a very good hotel and there should be adequate parkingfacilities for cars.
The hotel should have at least 10 lettable bed rooms, all with attached bath roomswith
bath tubs and/or showers and should be modern in design and equipped with fittings of
a goodstandard, with hot and cold running water. At least 50 percent of the rooms
should be air-conditionedand the furniture and furnishings such as carpet, curtains etc.
should be of a very good standard anddesign.
d. Four Star Category Hotels (Pvi ZviKvi †nv‡Uj): The hotel should have at least 10
lettable bed rooms, all with attached bathrooms. At least 50% of the bathrooms must
have bath tubs or the most modern shower chambers, with24 hours service of hot and
cold running water. All the public and private rooms should be fully air-conditionedand
should be well furnished with carpet, curtains, furniture, fittings etc. in good taste.
e. Five Star and Five Star Deluxe Category Hotels (cvuPZviv Ges cvuPZviv wWjv· †nv‡Uj): The
facade, architectural features and generalconstruction of the building of five star deluxe
hotels should have the distinctive qualities of a luxury hotelof this category. Five star
deluxe category hotels are a qualitative extension of the five star category,
whilequantitatively, the basic features are as of a five star category. In a five star deluxe
hotel, the comparative allaround standard of service and amenities are of very superior
quality and high standard.
The locality including the immediate approach and environs should be suitable for a
luxury hotel thiscategory, and there should be adequate parking space for cars. The
hotel should have at least 10 lettable bedrooms, all with well appointed, attached
bathrooms with long baths or the most modern shower chambers,rooms and private
rooms should be fully air-conditioned and should be well appointed with
superiorquality carpets, curtains, furniture, fittings etc. in good taste.
3) Classification on the Basis of Location (Ae¯’v‡bi wfwË‡Z †k«wYe×KiY): The following are the
various types of hotels on the basis of location :
a) Down Town Hotels (WvDb UvDb †nv‡Uj):
These hotels are also called as “Commercial hotels”, “City hotels” or “Business
hotels”.
These hotels are located in the heart of cities and towns e.g. Blue Diamond (Pune),
OberoiGrand (Kolkata).
The hotels mostly cater to the businessmen, tour groups, individual tourist and small
conference groups.
Commercial hotels provide a wide range of room types such as single rooms, double
rooms, junior suites, suites and other essential facilities such as conference rooms,
cocktail loungesetc.
Most of the commercial hotels have restaurants, coffee shops, business centers with
secretarial, fax, internet and Xerox facilities.
Commercial hotels also offer room services, laundry-valets, uniformed services such
as concierge and transport facilities such as airport pick and drop.
b) Airport/Transient Hotels (wegvbe›ì / ¶Y¯’vh়x †nv‡Uj):
These hotels as the name suggests are located in the precincts of an international and
domestic airports of major cities and towns e.g. Airport Ashok (Kolkata), Airport
Centaur (New Delhi).
They generally cater to those passengers who need to catch flight, passengers who
cancelled flights or delayed flights and airline crew members.
Generally the guests in these hotels stay for a very short duration which is usually one
or two days.
These hotels have well furnished guest rooms with restaurants and coffee shops and
offer various other facilities such as airport pick up and drop through the hotel owned
cars and buses whichis very important for the passengers and crew members.
 BANQUET & CONFERENCES (wb®‹…wZ I Kbdv‡iÝm): A demanding, yet high energy
career working in hotels, resorts and conference centers setting up rooms and servicing
events. If you enjoy seeing an event executed from the initial planning stages through to
its end, this may be for you. From organizing a 500-guest NGO Gala to raise awareness
for humanity aid to political receptions and corporate holiday parties, your clientele is
always changing, creating a unique environment that is never boring.
c) Resorts (Awaôvb):
R esorts are hotels which are located in exotic locations such as beaches, hill stations,
forests andso on and thus are famous for their scenic beauty. E.g. Fort Aguada Beach
Resort (Goa), VanyaVillas (Ranthambore).
The resorts mostly cater to the leisure travellers, families, holiday makers and
vacationers whovisit this special category of hotels to enjoy their vacations.
Theresorts provide most of the important facilities to the holiday makers such as
accommodation, food and beverage services, valet services, uniformed services etc.
The resorts have various recreational facilities such as tennis courts, golf courses, skiing
grounds, amusement parks for children and so on.
Thus resorts are a major attraction for the tourist who enjoy the breathtaking scenery in
whichhotels are located.
d) Motels (†gv‡Ujm):The concept of motel and motor-hotel started from America and was
meant where motorists and foreigntourists travelling by car may take to enroute stop over.
These motels provide parking space and the guestusually stays overnight. In the beginning,
the motels did not have restaurant or bars attached to them, butas time passed they grew in
size providing every modern amenities and comforts like restaurants service,phone service,
availability of television, radio, air-conditioning, wall to wall carpeting, tub and
showerfacilities and so on.
The concept of motel started from America and the term “MOTEL” has originated from
theword “MOTOR HOTEL”.
These were meant for various motorists, passer-bys on the highways and specially to
the touriststravelling by their own vehicles and may take to enroute stop over.
These hotels are located on the national highways and other important roads.
The guests arriving at the hotel usually stays overnight.
These hotels are not very large and generally have a fewer number of rooms but do
have enoughspace for the parking of the vehicles of the guest and other visitors.
The hotels generally provide inexpensive rooms with basic facilities and amenities and
do havefood and beverage facilities.
In the beginning, the motels did not have restaurant or bars attached to them, but as time
passedthey grew in size providing every modern amenities and comforts like restaurants
service, phoneservice, availability of television, radio, air-conditioning, wall to wall
carpeting, tub and showerfacilities and so on.
They also provide garages, along with re-fuelling facilities for guest vehicles.
e) Sub Urban Hotels (kniZwji DcK‡É Aew¯’Z †nv‡Uj):
The sub urban hotels as the name suggests are hotels which are located on the outskirts
of thecities and towns e.g. JAYPEE PALACE (AGRA).
These hotels generally cater to the official and business groups who want to hold
conferencesand seminars in a peaceful and calm environment away from the cities.
These hotels also provide extensive accommodation and food and beverage facilities
and havehuge conference rooms and seminar halls and also provide a wide range of
conference and seminar equipment’s.
4) Classification on the Basis of Clientele (LwiÏv‡ii wfwË‡Z †k«wYe×KiY): The following are the
various types of hotels on the basis of clientele:
a) Down Town Hotels (kn‡ii †K›`«¯’‡ji †nv‡Uj): These hotels are located in the middle of
the cities and towns and cater to the business traveller, individualtraveller, tourist
groups.
b) Airport Hotels (wegvbe›ì †nv‡Uj): These hotels are located in the close vicinity to
airports and cater primarily to the passengers with cancelledand delayed flights and
airline crew members.
c) Resorts (wimU©): These hotels are situated in exotic locations such as hills, sea beaches
and forests mainly cater to the touristgroups, families and other vacationers and holiday
makers.
d) Motels (†gv‡Ujm): These hotels are situated near highways and basically cater to the
passer-bys, passengers and other transitguests with vehicles.
e) Conference Centers (m‡¤§jb †K›`«): Conference centers especially cater to the
conference, meeting and seminar attendees andprovide overnight accommodation to
these guests. e.g. Hotel Ashoka (New Delhi).
These hotels provide various equipments required for conference and seminars such as
audiovisual equipment’s such as Overhead projectors and LCD projectors, business
centers withfax, Xerox and internet facilities, various seating arrangements, display
screens, flipcharts andother important technical assistances required during the
meetings and seminars.
These hotels also provide other facilities such as food and beverage service facilities,
laundry valet facilities, uniformed service facilities and a host of their facilities such as
transport andrecreational facilities.
f) Convention Hotels (Kb‡fbkb †nv‡Uj):
Convention hotels are very large hotels especially constructed to cater to the needs of
housingthe convention attendees.
Convention hotels have 1000 to 3000 rooms and thus are able to accommodate a large
numberof guests coming to attend conventions.
Convention hotels are very common in United States of America and mostly attract
theconvention market of regional, national and international associations.
Convention hotels offer a large number of business services to the guests such as
secretarialassistance, fax machines, computers, laptops and so on.
Convention hotels also provide other facilities such as food and beverage service
facilities,housekeeping services and transport facilities.
g) Casino Hotels (K¨vwm‡bv †nv‡Uj):
Casino hotels are a special class if hotels which cater to the needs of the guests who are
interested in gambling. E.g. Gamblers Paradise (Arizona, USA).
These hotels are very common in the United States of America and offer a vast range of
gambling facilities, with the casinos of the hotels operating 24 hours a day throughout
the year and these are a major source of revenue for these hotels.
These hotels attract the guest through theme parties and profligate shows and thus earn
a large amount of revenue.
Apart from gambling facilities, these hotels also provide accommodation with exclusive
guestrooms and also provide a large range of food and beverage service facilities.
h) Suite Hotels (myBU †nv‡Uj):
These hotels according to the name have either all suite rooms or majority of the rooms
are suites E.g. Grand Hyatt (New Delhi).
These hotels cater to lawyers, elite class of businessmen, film personalities, politicians
& various executives.
Since these hotels mostly have suite rooms which have a sitting room and bedroom, the
privacy of the guest is maintained.
These hotels also offer a large number of other facilities to the guests such as food and
beverage services, uniformed services laundry-valet services and so on.
i) Boutique Hotels (eywUK †nv‡Uj):
Boutique hotels are a few small hotels located throughout the country and are targeted to
the rich class of businessmen and vacationers who visit the hotels for hideaway and
getaway. E.g. The Park (Kolkata), The Park (Vishakhapatnam), De L’Orient
(Pondicherry).
They have been categorized as boutique owing to their intimate size, idyllic settings,
highly personalized service, individual size and outstanding attributes.
Each of the boutique hotels offer a unique vacation experience and highly personalized
service to the guests.
5) Classification on the Basis of Length of Guest Stay (AwZw_ _vKvi ‰`‡N¨©i wfwË‡Z †k«wYe×KiY):
This is influenced by the hotels location and type of clientele. Those catering for transient
customers (motels& air-port hotels) will seldom have average stays larger than one night,
where as a resort hotel may attract holiday maker who stay for a week or more. The
following are the various types of hotels on the basis of length or duration of stay:
a) Extended Stay Hotels (c«mvwiZ †nv‡Uj):
Extended Stay hotels also called “Residential Hotels” are hotels where the travellers and
tourists stay for a longer such as a month or so.
These hotels are very similar to the suite hotels but the guestrooms of these hotels do
offer kitchen facilities.
These hotels generally provide elaborate world class services to the guests such as
uniformed services and valet services and hence are targeted towards budget
minded tourists who require reduced hotel service.
These hotels generally have a more homely atmosphere and hence attract tourists for a
long stay.
b) Semi-extended Stay Hotels (Avav ewa©Z _vKvi †nv‡Uj):
Semi-extended hotels also called “Semi-residential Hotels” are hotels where the guest
stay for 3 to 5 days and are widely used by vacationers as well as business travellers.
These hotels combine the features of extended stay hotels and transient hotels.
c) Brief Stay Hotels (¯^í mgq Ae¯’v‡bi †nv‡Uj):
Brief Stay hotels also called “Transient Hotels” are the hotels where the guests come for
a very short stay which range from a few hours to one night.
These hotels are generally airport hotels where the flight passengers and airline crew
members come for overnight stay.
These hotels generally give discounts called “leeway” to the guests staying for a few
hours and a reduced or discounted rate is charged from the guests.
6) Classification on the Basis of Levels of Service (cwi‡levi ¯Í‡ii wfwË‡Z †k«wYe×KiY): Hotels
also differ in their standards of services and in the facilities which they offer. Facilities or
services of these, establishments can be divided into:
a) Luxury/ Upmarket/World Class Service Hotels (wejvwmZv / Avcgv‡K©U / Ih়vì© K¬vm cwi‡lev
†nv‡Uj):
These are the top class hotels which are especially targeted to the elite class of guests
who include commercially important persons, politically important persons, dignitaries,
and ambassadors as well as other famous personalities and celebrities.
World class service hotels offer excellent accommodation, food and beverage and
uniformed services to the guests such as guestrooms with world class decor and finish,
private lounges and dining rooms along with upscale restaurants, concierge services,
valet parking services, dry cleaning and laundry valet services.
Guestrooms of these are built in a modern fashion and are all well equipped with all
supplies such as personalized stationery, beautiful sets of bathroom supplies including
shaving sets, herbal shampoos, soaps, larger sized bath towels, shower caps, bath robes
and a large no. of other amenities.
One of the special feature of these hotels is the “Club Floor” or “Tower” which are
separate floors or buildings constructed for very important guest to provide them with
more comfortable accommodation and more personalized and above all provide
security as these floors or buildings have restricted entry for the staff as well as visitors
to ensure complete privacy to the guests.
The public areas of these hotels are well decorated with exquisite floorings and
furnishings making these hotels a piece of art. There are 24 hrs coffee shops, specialty
restaurants, banquet halls, and conference rooms in these hotels.
The world class service hotels above all maintain a high ratio of staff members to guests
which is generally 1 or even more than that.
The high ratio of staff members to the guests helps them to offer highly personalized
service to the guest ultimately leading to guest satisfaction.
Examples include: The oberoiUdaivilas, Udaipur and ITC Hotel Grand Maratha
Sheraton & Towers, Mumbai are few of the luxury hotels in India.
b) Mid-market/Middle Class Service Hotels (wgW-gv‡K©U / wgwWj K¬vm mvwf©m †nv‡Uj):
Middle class service hotels have the largest target market as they cater to the largest
segment of the tourists which consist of businessmen, families and free individual
travellers.
Although the middle class service hotels have a good staff to guest ratio of about 0.75,
they do not offer extremely personalized service to the guests as it becomes an
expensive affair for the guests.
The guestrooms of these hotels are equipped with the basic amenities and supplies
required for a comfortable stay.
These hotels may also offer uniformed service, food and beverage service and
sometimes airport pickup and drop service.
These hotels have 24 hrs coffee shops, restaurants, meeting rooms, banquet halls, and
also some recreational services.
The stays at middle class service hotels are comparatively less expensive than the world
class service hotels.
Examples include: Taj Residency, Lucknow and Trident Hotel, Jaipur in India.
c) Economy or Limited Service Hotels (A_©bxwZ ev mxgve× cwi‡lev †nv‡Uj):
Limited or economy service hotels are increasing in no. day by day due to the
requirements of the travellers for cheaper accommodation as compared to the world
class and middle class service hotels.
These hotels mainly cater to the budget minded travellers such as families with
children, retired persons, tour groups, as well as some travelling business people who
require clean and inexpensive guestroom with least amenities required for a modest
stay.
The economy class service hotels have less staff to guest ratio and generally focus on
meeting the most basic needs of guests by providing clean, comfortable, and
inexpensive rooms.
These hotels do not provide elaborate food and beverage service and other types of
services offered in a world class and middle class service hotels.
Generally these hotels offer limited food and beverage service, some basic amenities in
the guestrooms such as linen and soaps and sometimes may have small meeting rooms
for conferences.
7) Classification on the Basis of Ownership of Guests (AwZw_‡ì gvwjKvbvi wfwË‡Z †k«wYe×KiY):
The following are the various types of hotels on the basis of ownership of guests:
a) Condominium (or condos) Hotels [KbWwgwbh়vg (ev Kb‡Wv) †nv‡Uj]:
The concept of Condominium hotels was introduced in the year 1957 in Europe. E.g.
Sea Pines Plantation (South Carolina, USA).
Condominiums are another type of accommodation. It involves joint ownership of a
complex.
According to this concept individual guests are encouraged to purchase the ownership
of the individual units for the entire year.
The condominium owner purchases and has the full benefit of a unit such as a guest
room, suite, apartment or villa and shares in the costs common to the whole complex.
These costs may include taxes, maintenance of premises, upkeep of the grounds, roads,
parks, tennis court, swimming pool recreational facilities, marinas, provision of services
such as security setting and management.
Each member of the condominium is free to occupy or sell his unit independently only
the guests have to inform the management of the hotel about the time period of the year
when they would visit and stay at the property.
And, at the remaining time of the year, the guests can rent their unit through the hotel
management. In addition, the condominium management looks after the unit in the
absence of the owner.
Hence, in condominium hotels, there is only a single owner for each of the unit or
cottage of the hotel or resort.
The entire concept of the condominium is costlier than timesharing and hence this
concept could attract only few guests and thus resorts using this concept started
incurring huge losses.
b) Timeshare Hotels (UvBg‡kh়vi †nv‡Uj): Time Share hotels are relatively a new concept of
ownership of holel rooms or suites.
The concept of Timeshare hotels was introduced in Europe in the year 1970 when the
condominium hotels started incurring huge losses and were on the verge of extinction.
According to this concept, each room or suite is owned by several people who will
schedule their visit well in advance with the management office to ensure that the room
or suite is available.
Particular unit or room of a resort will be purchased by the individual guest for a
definite period of the year and will occupy the unit during that period. (Example: A
specific unit of a resort may be purchased by Mr. Jones for the first two weeks of
January during which he may stay at the room. Other guests will purchase the
ownership of the unit for the remaining 49 weeks of the year.)
Thus, in timeshare hotels, there are multiple owners for a single unit or cottage of a
resort or a hotel.
The process of timesharing is far cheaper than the condominium concept and hence was
more popular in the hospitality world.
One of the unique advantages of timesharing concept is that if guest is not free to avail
the room for any reason, they can rent their time slot to another person. Sometimes the
management company can help in this process.
The owners of the units can also easily trade their ownership time with other owners in
other locations.
Another great advantage of time share process is that time share owners can become
member of international time share properties and exchange their time with another
time share owner at another location.
In India, few of the holiday resorts have started the concept of timesharing and are
earning huge profits. E.g. Sinclair’s Resort (Darjeeling).
8) Classification of Hotels on the Basis of Affiliation (Aby‡gv`‡bi wfwË‡Z †nv‡Uj¸wji
†k«wYe×KiY): The following are the various types of hotels on the basis of affiliation:
a) Chain Hotels (k„&Lj †nv‡Uj): A chain is defined as any group of three or more hotels,
motels, or resorts operated under a common name or one owner or operator. E.g. Taj
Group of Hotels, Oberoi Group of Hotels etc.
“There are great opportunities for capitalizing group action as a means of increasing
business and reducing duplication, inefficiency and waste”. The chain operation became
popular due to its efficiency. The following are the main advantages of chain hotels:-
The principle advantage of chain over independent hotel keeping includes:-
Substantial Discount (h‡_ó QvW়): The chain hotels enjoy a large economies of scale as
by purchasing items for hotel to run in huge volume, a chain will enjoy high discount
facility.
Personnel (Kwg©e…›`): A chain can better afford top specialists in every phase of hotel
operation- Hotel Accounts, Room Sales, Food Control, Hotel Maintenance, simply by
spreading the expense over its many units. Few single hotels can afford such
specializations.
Promotion (c‡`vbœwZ): All the properties of the chain enjoy the benefit of advertisement
and promotion as it is the brand which is being promoted rather than the individual
property. National advertising campaigns in magazines and newspapers are generally
prohibitive for single hotels: but they can be most profitable when the expense is
divided among numerous hotels, each reaping full benefit of national coverage at the
fraction of the total cost.
Reservation (msi¶Y): Free teletype reservation service permits a chain to channel, if not
refer direct, business to the various hotels in the group. As about the one fourth of all
room reservations are made through such service, this obviously puts considerable trade
out of reach independent hotels.
Financing (dvBb¨vwÝs): A group finds it somewhat easier to raise all important capital for
improvement or expansion of the property.
b) Independent Hotels (¯^vaxb †nv‡Uj):
The independent hotels are hotels which do not have any recognizable ownership and
also do not have any management affiliation like the chain properties e.g. Bristol
(Gurgaon).
These hotels do not have to obey the rules and regulations which the properties of a
chain have to follow to maintain their affiliation.
9) Classification on The Basis of Management (eë¯’vcYvi wfwË‡Z †k«wYe×KiY): The following
are the various types of hotels on the basis of management:
a) Management Contracts (cwiPvjbvi Pyw³):
It is a popular and most widely accepted arrangement liked by modern hotel industry.
The concept was originated in USA in the year 1970 and was immensely successful
thereafter.
This method is beneficial for those owners who are not fully proficient in the art of
running the hotel and prefers to hire experts who can bring his /her operations to
international standards.
A management contract can be entered into by a chain and an individual hotel owner
.The owner opts for a management contracts to get international recognition
international expertise and a profitable operation.
A management contract is an agreement between a property owner (investor- who does
not have fair knowledge about the management of hotel) and a hotel management
company (operator) whereby the operator assumes complete managerial responsibility
for the hotel.
The right and responsibilities of each party are clearly specified within the contract.
Under this agreement, the hotel is operated by a company that is legally completely
independent of the owner.
The management company operates the facility according to the standard agreed upon.
It enables the hotel to increase earnings by selling their expertise in operations and
marketing their names without assuming the risks of ownership.
For this service, the hotel management company would get a commission called the
“management fee” which is generally 3% - 8% of the total revenue generated by the
hotel and also sometimes an additional incentive fee which is a percentage of the net
profit generated by the hotel property.
The calculation of fees paid to operator is based on prescribed formula.
A) Determination of Fees (wd wba©viY): The most common method for calculation of
fees under the management contracts are: A) A fixed percentage on total revenue:
The method of calculation of fees is advantageous to the operator. In this case the
operator can spend money almost at will, particularly in advertising so that high
revenue and therefore, a high fee is achieved even though the hotel is not being
operated profitably.
B) A fixed percentage based on the gross operating profit: Calculation of fee only on
the basis of gross operating profit places the strong obligation on the operator to
manage the hotel profitably. In certain circumstances, when the results are poor, he
may not even recover his costs.
C) A combination of the above two methods: A combination of fee based on both
revenue and gross operating profit is the most equitable to both the operator and the
owner.
Thus the fee is determined as follows:
A fixed percentage (3 to 8%) of a defined gross revenue.
A fixed percentage of a defined operating income. It varies between 15 to 25%.
A fixed percentage of a defined gross revenue as a basic fee, plus a fixed percentage
of a defined operating income as an incentive fee (usually these percentages vary
between 3% to 5% of gross and 5% to 10% of the net).
The main advantages to the property owner are: the acquisition of business expertise, name
identification, referral and reservation network, property design and standardized operating
performance. It is because of these varied advantages that the owner surrenders control over
the day to day operations and pays a fee for the management expertise.
b) Franchising (†LZve):
Franchising has become one of fastest growing phenomenon in international hotel
business. The growth of the chains has caused the hotel operator to turn to franchise and
referral organizations.
The concept of franchising developed in the year 1960 in USA.
In franchising process, an individual entity builds a hotel property and enters into an
agreement with a hotel company rather than operating as an individual property.
In this case the individual entity is called “Franchisee” and the hotel company is called
“Franchisor”. Franchisor agrees to grant the right to the franchisee to conduct the
business according to the pattern established by the company.
A franchise is a license given by a franchisor to a franchisee who can be an individual
partner, small corporations or group of investors under this agreement for a fee the
owner is allowed to use the brand name or trademark in advertising and sales
promotion.
In opening a new operation, many franchisors provide assistance in organizing, training
and merchandising. The franchisor also establishes operating procedures. These can be
used by the franchisee to run the business in the manner that has proven successful.
These procedures are usually provided to the franchisee in the form of operating
manuals covering each phase of the operation. These manuals are up-dated from time to
time.
In addition, the franchisor deputes regional manager or inspector to visit each
franchisee operation periodically. They ensure the compliance with the franchisor’s
standards and assist to operator covering all facts of the operation.
The individual owner gains a lot from the franchising agreement. The franchisee in
return pays a set of fee to the franchisor which includes an initial franchising fee which
is a lump sum amount and then a royalty fee, reservation fee and marketing fee which
are a percentage of the total room sales.
Thus the process of franchising was extremely successful business strategy in the world
of hospitality.
c) Referral Groups or Organization (‡idv‡ij MÖæc ev ms¯’v):
The concept of referral group or organizations was developed in USA in 1960s by the
independent hotel operators in order to compete with the chain hotels.
In referral groups or organization, the independent hotels join together to form an
association for a common purpose.
Thus an independent hotel gained a broader level of exposure and number of
advantages by joining the referral group.
Through the referral group, the independent hotel owner could obtain sales promotion
benefits similar to those enjoyed by the properties of a chain.
By joining the referral group, the independent had a brand-name image that could help
in the marketing efforts and management of the independent property.
The independent hotel properties of a referral group could also refer business to each
other and thus they help each other in generating revenue.
10. Supplementary Accommodation (cwic~iK Avevmb): It is more recent and newer than the
traditional hotel industry and it is better answering certain forms of holiday life. It includes
all the establishments of the unorganised sector of the accommodation industry which do
not provide elaborate services that are provided by the organised hotel industry. In this type
of accommodation, certain hotel services are missing and the standards of comfort is more
modest than that of an hotel; but these establishments provide the basic services of
accommodation and may or may not provide food services and other services. These types
of accommodations have the following advantages:-
More reasonable prices.
More freedom with regard to chain organisation.
A close approach to the natural environment.
Social contact and amusements.

 Classifying The Supplementary Accommodation (cwic~iK Avevmb †k«wYe× Kiv):
a) Youth Hostels (hye †nv‡÷j):
Youth hostels generally offer clean and inexpensive shelter to the young people who are
either out for exploring the city and the country or travelling independently or in groups
on holiday or for educational purposes.
These are the hospitality establishments where the young people from different
nationality, community and castes come together to meet each other and know each
other’s culture and tradition.
These establishments are managed by non commercial organizations whose aim is the
development of the youth tourism.
The youth hostels are well equipped for the young people to prepare their own food and
so the comfort in these hostels is modest. Y oung Men Christian Association and Young
Women Christian Association
These associations run the chain of youth hostels around the whole world.
They provide the young people with the basic facilities of food, clean beds, and the
concept of self service and community life.
b) Caravan Camping Sites (KviIh়vb K¨vw¤ús mvBU):
It is most popular in certain European countries. This concept was initiated in the
Federal republic of Germany in the first half of 20th century.
These hospitality establishments are usually located within the cities in open spaces.
These are also known as camping grounds, tourist camps or “open-air-hostels”.
These camping grounds are well equipped to receive mobile form of accommodation
used by tourists.
They provide facilities for parking, tent-pitching, water, electricity, toilet, etc. Some of
the camping grounds even have provision for cooking for the tourists.
In India, camping sites are proposed to set up along important highways where there is
more flow of the international tourists.
In India, best camping sites are found in places like Amritsar, Khajuraho, Hyderabad,
Aurangabad and Goa.
c) Tourist Bungalows (Uÿwi÷ evs‡jv):
This is another important measure to provide an inexpensive supplementary
accommodation and other facilities to the travellers and tourists.
These bungalows are situated at tourist centres or in attractive tourist locations and sites
such as near beaches, lakes, rivers, etc. for the benefit of touists and are maintained
moderately.
These establishments generally cater to the middle class tourists and budget travellers
and also for the youth of the country and those coming from overseas.
These establishments generally provide all the basic facilities required to meet the needs
of the domestic travellers as well as foreign travellers.
These establishments are generally small in size with not more than 15 rooms for the
travellers. But these establishments have extensive grounds, gardens, lawns, drive ways,
boating facilities, spacious lounges, extensive furniture and so on.
d) Circuit Houses (mvwK©U nvDm):
Compared to tourists bungalows, these houses are superior as regard with the facilities
offered.
The circuit houses are tourist bungalows which are meant for high government officials.
The accommodation of these houses is provided to the bonafide tourists possessing

“Tourist Card”.
These houses also provide the service of cooks and attendants.
Example: The Jodhpur Circuit House i.e. runs by the Rajasthan state government.
Circuit houses have shown the way for others as to how the provision of the basic
amenities and high degree of efficient management can enable a simple establishment
to get better categorization.
e) DakBungalows (WvK evs‡jv):
These establishments are set up by government primarily to cater to the needs of the
travelling officials on government duty.
These are small rest houses with a limited number of rooms and are situated in places
which are important from the point of view of government duty.
`These establishments are moderately furnished and offer accommodation at a very low
rate and also have provision for cooks and attendants.
These establishments allow stay to the bonafide traveller and government officials
holding tourist cards.
f) Dormitories (QvÎvevm):
The dormitories cater mainly to the low class tourists.
These are big halls with several individual beds for the travellers.
Near each bed, there is a rack with a pigeon hole which can be locked. In these holes,
the travellers can keep their valuable items safely.
The restrooms and bathrooms/ showers are normally shared in these accommodations.
Although, the dormitories are regularly cleaned and kept spic and span, but the main
drawback is of inhibiting privacy and distractions to guests from other staying guests
who may be noisy.
Constant companionship in your living space can sometimes be a disadvantage,
especially in situations when you want privacy.
g) Railway Retiring Rooms (†ijIh‡় Aemi iæg):
These rooms are owned by the railways and are situated within the railway stations.
This type of accommodation service is provided by railways to their bonafide

passengers holding confirmed and current reservation tickets.
They are moderately furnished rooms with attached bathroom and toilet.
Rooms provided by this accommodation may or may not be air conditioned.
The rates charged by these establishments are fixed and reasonable.
Meals served to the guests in the retiring rooms are generally sent from the railway
canteen.
h) Traveller’s Lodge (Uª¨v‡fjv‡ii jR):
These are modest hospitality establishments situated in the places of tourist interest.
The rooms of the traveller’s lodges are moderately furnished and may or may not be
airconditioned.
These are mostly self-sufficient establishment as it is not possible for the guests to go
too far off town or city for the purchase of things of daily requirements.
These are generally self-sufficient establishments and provide rooms with attached
bathrooms, dining room, laundry service, parking facilities and postal services at times
room service and car rental services.
Thus, in a nut shell they provide all basic necessities of everyday life.
In 1969, Indian Tourism Development Corporation took over the management of the
traveller’s lodge and thus accommodation charges in these traveller’s lodges became
more reasonable.
i) Holiday Camps (nwj‡W K¨v¤ú):
These camps are situated outside the cities and towns and have the same objectives as
those of camping grounds.
These camps have a permanent building with provision of entertainment and
recreational facilities in addition to the holiday accommodation.
The guest or the travellers can hire cots, utensils, fans, tents, and mugs at these holiday
camps.
j) Private Household (e¨w³MZ cwievi):
Many people owning houses provide accommodation and sometimes food to the
travellers in return for money.
A substantial number of bed accommodations are provided by the private households to

the travelers.
k) Holiday and Conference Centers (nwj‡W Ges Kbdv‡iÝ †K›`«):
The Holiday and Conference centers are open to the general public groups.
These holidays and conference centers do provide substantial facilities to the guest and
travelers but these facilities need not to be available for block arrangements.
l) Breakfast Establishments (c«vZtivk c«wZôv):
These are special establishments which provide overnight accommodation and food to
the travelers and passer-bys and are generally located in towns and cities.
These establishments are very popular in USA and Europe and are also called “Bed and
Breakfast Establishments”.
m) Boarding Houses (†evwW©s Ni):
These establishments provide accommodation and meals at regular intervals to the
residents.
These establishments are generally managed by small enterprise for clients staying for
certain duration.
These establishments generally cater to the travellers and students and sometimes
service personnel.
These establishments are also called “Guest Houses or Private Hostels”.
n) Forest Lodges (eb jR):
These lodges are special category of supplementary accommodation and generally cater
to the tourists and travellers on a visit to wildlife sanctuaries or national parks and
hence are located adjacent to the forest sanctuaries.
They are so constructed that they provide clear view of the forest to the residents from
the guest rooms and also from the public rooms.
The ground floor of these establishments generally have the kitchen block, dining hall,
lounge reception and parking areas.
The guest rooms are constructed in such a way so as to provide complete privacy to the
guest.
The lodges have a unique ambience which is reflected from the overall decor of these
establishments. But these lodges do not disturb natural habitats of the animals in the
sanctuaries.
11. Some Unusual Types of Hotels (wKQy A¯^vfvweK c«Kv‡i †nv‡Uj):
a) Eco Hotel is a hotel that has made important environmental improvements to its
structure and overall facade in order to minimize its impact on the environment. The
basic definition of a green hotel is an environmentally-responsible lodging that follows
the practices of green living. These hotels have to be certified green by an independent
third-party or by the state they are located in. An eco hotel must usually meet the
following characteristics:
Should depend on the natural environment
Should have ecological sustainability
Should have previous record of contribution to conservation
Should have adequate provision of environmental training programs
Should incorporate cultural considerations
Should have provision of an economic return to the local community

b) Garden hotels (evMvb †nv‡Uj) are hotels which are have converted from large private
residences having gardens designed by famous garden designers or are particularly
notable for their gardens. Alternative uses have had to be found for castles, palaces,
monasteries, mansions, and country seats which have become financially unviable as
homes, and their conversion into hotels has often been successful.
c) Pop-up hotel (cc-Avc †nv‡Uj) is a hotel which is temporarily established at a location
for a short time before being moved. Such hotels may be built from pre-fabricated
modules which are joined together on site or from collapsible structures such as tents or
they may be fully mobile, being built on a large vehicle.
d) Capsule Hotel (K¨vcmyj †nv‡Uj) is a type of hotel found in Japan with a large no. of
extremely small “rooms” (capsules) with an average size of 2m x 1m x 1.25m which are
made of modular plastics of fibreglass. These capsules are stacked side by side and two
units top to bottom, with steps providing access to the second level rooms. Luggage is
stored in a locker, usually somewhere outside of the hotel. Washrooms are communal
and most hotels include restaurants and other
e) Destination hotel (MšÍe¨ †nv‡Uj) is a type of hotel whose location, facilities and
amenities make the hotel itself a destination for tourists, rather than merely a convenient
place to stay while travelling through or visiting the area for other reasons. The
destination hotels have extremely well designed and beautiful rooms, fine dining
restaurants, recreational and entertainment and overall has a beautiful garden with
stunning landscaping.
f) Ice hotel (AvBm †nv‡Uj) is a typical hotel which is a temporary structure and is made up
of snow, sculpted blocks of ice, and some steel framing. Their lobbies are often filled
with ice sculptures and food and beverage are specially chosen for the circumstances.
All of the ice hotels are reconstructed every year, and are dependent upon constant sub-
freezing temperatures during construction and operation.
g) Tree hotels (Mv‡Qi †nv‡Uj) are hotels which are built with living trees as structural
elements.
h) Bunker hotels (ev¼vi †nv‡Uj) are former nuclear bunkers transformed into hotels and are
found in Switzerland.
i) Cave hotels (¸nvi †nv‡Uj) are hotels built into natural cave formations, some with rooms
underground.
j) Underwater hotels (Wy‡ev †nv‡Uj) are special hotels which are constructed under the
water and require scuba diving for the guests to get access to the rooms.
Review Question
1. Explain each of the following briefly.
i. Classification of Hotel on the Basis of Size
ii. Small Hotel
iii. Medium Hotel
iv. Large Hotel
v. Very Large Hotel
vi. Classification of Hotel on the Basis of Star
vii. One Star Category Hotels
viii. Two Star Category Hotels
ix. Three Star Category Hotels
x. Four Star Category Hotels
xi. Five Star and Five Star Deluxe Category Hotels
xii. Classification of Hotel on the Basis of Location
xiii. Down Town Hotels
xiv. Airport/Transient Hotels
xv. Resorts
xvi. Motels
xvii. Sub Urban Hotels
xviii. Classification of Hotel on the Basis of Clientele
xix. Down Town Hotels
xx. Airport Hotels
xxi. Resorts
xxii. Motels
xxiii. Conference Centers
xxiv. Convention Hotels
xxv. Casino Hotels

xxvi. Suite Hotels
xxvii. Boutique Hotels
xxviii. Classification of Hotel on the Basis of Length of Guest Stay
xxix. Extended Stay Hotels
xxx. Semi-extended Stay Hotels
xxxi. Brief Stay Hotels
xxxii. Classification of Hotel on the Basis of Levels of Service
xxxiii. Luxury/ Upmarket/World Class Service Hotels
xxxiv. Mid-market/Middle Class Service Hotels
xxxv. Economy or Limited Service Hotels
xxxvi. Classification of Hotel on the Basis of Ownership of Guests
xxxvii. Condominium (or condos) Hotels
xxxviii. Timeshare Hotels
xxxix. Classification of Hotels on the Basis of Affiliation
xl. Chain Hotels
xli. Substantial Discount
xlii. Personnel
xliii. Promotion
xliv. Reservation
xlv. Financing
xlvi. Independent Hotels
xlvii. Classification of Hotel on The Basis of Management
xlviii. Management Contracts
xlix. Determination of Fees
l. Franchising
li. Referral Groups or Organization
lii. Supplementary Accommodation
liii. Supplementary Accommodation
liv. Caravan Camping Sites
lv. Tourist Bungalows
lvi. Circuit Houses
lvii. DakBungalows
lviii. Dormitories
lix. Railway Retiring Rooms
lx. Traveller’s Lodge
lxi. Holiday Camps
lxii. Private Household
lxiii. Holiday and Conference Centres
lxiv. Breakfast Establishments
lxv. Boarding Houses
lxvi. Forest Lodges
lxvii. Some Unusual Types Of Hotels
lxviii. Garden hotels

lxix. Pop-up hotel
lxx. Capsule Hotel
lxxi. Destination hotel
lxxii. Ice hotel
lxxiii. Tree hotels
lxxiv. Bunker hotels
lxxv. Cave hotels
lxxvi. Underwater hotels
lxxvii. Motel and Resort 2018 (13.d.)
2. Discuss the classification of hotel on the basis of size and star system. 2019 (11.c.)
3. Discuss the classification of hotel. 2018 (11.c)
4.15 Management of Commercial Lodging

evwYwR¨K fvW়v‡U evmv cwiPvjbv
A hotel provides paid lodging to tourists and may also provide a number of other services or
amenities, such as a restaurant, swimming pool, and/or spa. Many hotels are also arranged to
hold conferences and meetings, thus making them useful locations for business meetups. A
rating system of one to five stars exists as a means to compare the quality of hotels and their
amenities.
Motel is a word derived from the term "motorist's hotel." This was a term used to indicate when
a hotel provided ample parking, a feature that is particularly useful to Americans and Canadians
who frequently travel long distances on major highway and interstate systems. Initially, motel
rooms had doors that faced the parking lot, making coming and going especially easy. Today,
this may or may not be the case, as some motels now have inward-facing doors that connect to
common areas.
Comparison Chart
Hotel Motel
Definition An establishment that provides An establishment that provides short-
paid lodging on a short-term basis term and long-term lodging usually
only and provides numerous located with good access to the
amenities to guests which may national road network but with less
increase their lodging satisfaction. guest comforts.
Appearance Single, Multi-storied, or Varies; Single, or double storied building with
has rooms that open to interior of connected rooms; has open walkways,
the building. exterior entrances.
Cost Usually More expensive than Often Less expensive than Hotels due
Motels- however prices range with to lack of amenities, basic rooms,
star-ratings, room types, amenities,
location, nicer accommodations / locations, etc

rooms, etc.
Location Situated anywhere within a city or Usually situated on highways, but can
village. Often near business also be found near outskirts of towns,
districts, airports, downtown areas, many places where you would find
attractions, freeways, vacation hotels, rural areas, and other places.
areas, within/near casinos, sports
arenas, and other places.
Stars Found with star rating for No star rating is considered, but most
quality.1-5 stars. are rated as 1.5-2.5 stars on travel sites.
Amenities More amenities- like 1 or more Minimal amenities- usually no pools
pools (indoor and/or outdoor), (outdoor if there is one), jacuzzi,
jacuzzi, fitness center, business or fitness centers, or any other
arcade/game room, amenities listed under hotels.
banquet/meeting facilities,
business center, WI-fi, different
room levels (standard, premium,
family suites, jacuzzi suites, etc),
among others.
Brand Holiday Inn, Best Western, Econo Lodge, Knights Inn, Motel 6,
Examples Marriot, Comfort Inn, Sheraton, Super 8, and several other chains are
Four Seasons, Hyatt, Radisson, usually motels.
and many more. Some may
be franchises with motel-like
layouts, but still have hotel
features.
Review Question
1. What are the differences between Hotel and Motel? 2019 (5a)
4.16 International Chain Brands of Motels in Bangladesh

evsjv‡`‡ki AvšÍR©vwZK †PBb eª¨vÛ †gv‡Ujm
Some of the international chain brands of motets that operating in Bangladesh are listed below:
1. Royal Tulip Sea Pearl Beach Resort & Spa
2. Tropical Daisy Hotel
3. Long Beach Hotel
4. Sayeman Beach Resort
5. Radisson Blu Dhaka Water Garden
6. Hotel Sarina
7. The Peninsula Chittagong Limited

8. Six Seasons Hotel
9. Long Beach Suites
10. Radisson Blu Chattogram Bay View
11. Sheraton Dhaka Gulshan
1. Royal Tulip Sea Pearl Beach Resort & Spa: Royal Tulip Sea Pearl Beach Resort & Spa is
located on Inani beach, Cox's Bazar with lush green hills rise from the east and endless sea
stretching on the west, the resort offers panoramic visuals of Bay of Bengal. Nestled in the
heart of nature along the world’s longest natural sandy beach, the resort is spread over 15
acres, located 40 minutes away from the hustle of the Cox's Bazar city with easy
accessibility to all the major tourist.
Apart from luxurious rooms & suites and two swimming pools (one exclusively for ladies)
the resort boasts of a plethora of indoor & outdoor activities for both adults and kids which
include an internationally acclaimed water park, tennis & badminton courts, 3D movie hall,
billiards, amphitheater, a luxurious spa and a well-appointed gym.
2. Tropical Daisy Hotel: Tropical Daisy Hotel, located near Embassy of the Netherlands,
offers 28 rooms with lake views. The building was renovated in 2010.
Embassy of Japan is 1.3 km from the property, while BRAC University is 1.2 km away.
The venue is 9 km away from the centre of Dhaka.Mohakhali is also located near the hotel.
Each room provides a mini bar, climate control and larder as well as an en suite bathroom.
A microwave and a fridge are included in some rooms.
The Tropical Bistro restaurant serves a wide variety of local cuisine. The onsite coffee bar
features complimentary Wi-Fi and a terrace.Dhaka Airport Railway train station is
nearby.The hotel also features free self-parking, lift and a vending machine. There is a
fitness studio with a wide range of sports.
3. Long Beach Hotel: Long Beach Hotel is located 3.3 km from the Cox's Bazar Airport and
Local Bus Station. Free wired internet is available in the rooms of the property.
Each air-conditioned room here will provide you with a satellite TV, seating area and a
balcony. There is also a minibar. Featuring a shower, private bathroom also comes with
bathrobes and free toiletries.
At Long Beach Hotel you will find a 24-hour front desk, BBQ facilities and garden. Other
facilities offered at the property include meeting facilities, a shared lounge and a ticket
service. The property offers free parking.
4. Sayeman Beach Resort: Sayeman Beach Resort offers accommodation in Cox's Bazar.
The hotel has an outdoor pool and barbecue, and guests can enjoy a drink at the bar. The
rooms are equipped with a flat-screen TV with cable channels. Some rooms include a
seating area where you can relax. Views of the sea, mountains or pool are featured in
certain rooms. All rooms are equipped with a private bathroom.
This hotel has a private beach area and car hire is available. You can play billiards at the
hotel.
5. Radisson Blu Dhaka Water Garden: Radisson Blu Dhaka Water Garden provide a nice
option for travelers like you. As your “home away from home,” the hotel rooms offer a flat
screen TV, air conditioning, and a minibar, and getting online is easy, with free wifi
available. Guests have access to room service and a concierge while staying at Radisson Blu
Dhaka Water Garden. In addition, Radisson Dhaka offers a pool and a poolside bar, which
will help make your Dhaka City trip additionally gratifying.
6. Hotel Sarina: Hotel Sarina, Dhaka’s most conveniently located Five Star Hotel. ‘Banani’,
one of the posh areas of Dhaka, also the new business hub, are the neighborhood of Hotel
Sarina. Being located in this business district you are not far from any of the important
destination of your choice like business district of Gulshan, Baridhara Diplomatic Zone,
Airport and so on. It is only thirty minutes drive from the International Airport, about five
to ten minutes drive to Gulshan and to the diplomatic zone. Two renowned shopping malls
are only a few minutes walking distance from the hotel.
7. The Peninsula Chittagong Limited: The Peninsula Chittagong Limited is a 4-star property
in Port City's upscale GEC Circle, a short 5-minute walk from Central Plaza shopping area.
An outdoor pool, pampering spa treatments and a well-equipped fitness centre are available.
There is also a 24-hour front desk and free parking. The air-conditioned guestrooms all
come with a flat-screen TV, minibar and personal safe. Separate smoking and non-smoking
floors are available. En suite bathrooms are equipped with a shower.At the spa, guests can
relax with a massage, or at the sauna and hot tub. The hotel also provides a business centre
and a tour desk.
8. Six Seasons Hotel: Six Seasons Hotel is situated in the heart of Dhaka, just a minute walk
from the serene Gulshan Lake. Free WiFi access is available. Each elegant air-conditioned
rooms here will provide you with a flat-screen cable TV and a minibar. At Six Seasons
hotel, other facilities offered include meeting facilities, a tour desk and luggage storage. It
also has a temperature controlled infinity pool.
9. Long Beach Suites: Long Beach Suites Dhaka is one of the finest Luxury business-class
hotels in the city. We are located in the heart of Gulshan 2, the prime diplomatic and
commercial zone of the city. The hotel offers fandom design, lavishing ambience, serene
comfort and is setting new standards in hospitality.
10. Radisson Blu Chattogram Bay View: Radisson Blu Chattogram Bay View offers guests
an unforgettable lodging experience in Chattogram. Stay within walking distance of M. A.
Aziz Stadium and Chattogram Club Limited in this commercial capital, and enjoy proximity
to popular destinations like Cox’s Bazar.
11. Sheraton Dhaka Gulshan: Sheraton Dhaka, Gulshan, a luxury hotel located in the heart of
Dhaka, Bangladesh. We offer an ideal setting surrounded by many retail shopping
destinations and set in the middle of the diplomatic zone close to embassies.
Review Question
1. Name some of the International Chain Brands of Motets that operating in Bangladesh. 2019
(9.a)
4.17 Management of Commercial Lodging

evwYwR¨K fvW়v‡U evmv cwiPvjbv
1. FOOD & BEVERAGE MANAGEMENT (Lv`¨ I cvbxh় eë¯’vcYv): Responsible for all
things related to food and beverage from ordering products to hiring staff and balancing
profit and loss sheets. The career requires exceptional social and analytical skills. The ideal
candidate is organized, calm under pressure, service oriented and business minded.
2. FRONT OFFICE RECEPTION (d«›U Awd‡m wiwmckb): From the very first moment of a
guest’s arrival, the front office serves as the face of the company and its standards of
service. Knowledgeable not only about the products they offer, these individuals are
friendly, customer service oriented and can give insights on the surround area.
3. RESORT MANAGEMENT (wimiU eë¯’vcYv): Oversee all operations departments from the
front desk and security to housekeeping and food and beverage. Responsible for the overall
success of the facility, this is a very diverse position that manages a wide variety of people.
A strong leader, that is both service oriented and business savvy, will exceed in this
management role.
4. RESTAURANT MANAGEMENT(‡ióy‡i›U eë¯’vcYv): A dynamic position leading a team of
employees servicing food and beverage. A day in the life of a restaurant manager can go
from tasting wines with different distributors to bussing tables on a busy night. Also
responsible for the overall function of the operation, inventory, ordering and budgeting
often top the list of a manager’s to-do list.
5. SPA AND WELLNESS MANAGEMENT(¯úv Ges ¯^v¯’¨ eë¯’vcYv): Responsible for the
day-to-day operations of a health or beauty spa. Based on the size of the operation the
position can be customer service focused or more business based, handling all the
marketing, schedules, and training.
6. EVENT MANAGEMENT - CONCERTS, FESTIVALS & EXHIBITIONS (B‡f›U
g¨v‡bR‡g›U - KbmvU©m, DZ&me I c«`k©bx): Event planning and project management dealing with
large scale events. This role involves studying the brand, identifying the target audience,
devising the event concept and coordinating all the technical aspects before launching or
hosting an event.
8. WEDDING COORDINATION (weevn mgš^h়): It all comes down to the details and building
relationships. Brides want to have confidence in their wedding coordinator and in doing so,
this individual needs to be extremely organized and love executing special events with
many moving components, balancing a need for both structure and creativity in the
workplace. A rewarding career for the right individual, making lasting memories.
 OTHER AREAS (Ab¨ GjvKv mg~n)
9. AIRLINES (wegvb): Jump on board and travel the world as a flight attendant. Manage the
inflight services taking care of food and beverage, duty free and other customer service
requests. Upon landing you are in a new location, traversing the globe on a regular basis.
10. AMUSEMENT PARKS (c«‡gv` D`¨vb): Make every child’s eyes light up. Manage the
overall operations as a member of the leadership team or be ready to welcome amusement
park goers behind the desk selling tickets, supervising a food and beverage outlet or
controlling the rides themselves.
11. CASINOS (K¨vwm‡bv): The gaming service industry is huge and jobs are typically found in
casinos or at the racetrack. Someone interested in this career may work as a dealer, slot
machine attendant, pit boss or an overall operations manager dealing with the activities, in
addition to any lounges or food and beverage outlets offered to the players.
12. CATERING (†KUvwis): A mash up of sales, project management and food and beverage, this
is a fun and vigorous career. Whether you’re a chef creating the menu or coordinator
organizing the vendors, this position is constantly on-the-go fielding queries and giving
instructions. A great position incorporating sales with event planning.
13. CRUISES (Rvnv‡R c«‡gv`ågY): Head out to sea. Very similar to a hotel, but you are floating
from port to port. Work in sales, food and beverage, housekeeping, maintenance or security.
Maybe you strive to be the big boss, in which case there are a lot of moving parts to oversee
24 hours a day.
14. CONSULTING (civgk©): Work for a firm or start your own business, this career requires a
base of experience in order to advise your clients. Whether in hotels, restaurants or travel,
becoming an expert in your trade will allow you to give the soundest guidance.
15. START YOUR OWN BUSINESS (wb‡Ri eëmv ïiæ): The sky is the limit. Whatever you
dream you can create. From opening a restaurant in Miami to offering sightseeing tours of
the Vatican in Rome, there is no end to the possibilities in the tourism and hospitality
industry. With a little ingenuity, good business sense and creative genius you can start a
company of your own and scale to great magnitudes.
Review Question
1. Explain the management of Commercial Lodging.
4.18 Regulation of commercial Lodging

evwYwR¨K jwRsh‡়i wbh়š¿Y
Commercial lodging is affected by regulations in many jurisdictions. Requirements can include
acquiring business licenses, payment of transient occupancy tax and complying with building,
city and zoning standards. The hotel industry has lobbied governments to increase regulations
on commercial lodging in owner-occupancy houses.
Examples of lodging regulation affecting individual owners include:
 In New York, hosts cannot rent their property for less than 30 consecutive days unless they
are currently living in the property.
 In Berlin, lawmakers have banned owners from short term real property rental without first
requesting permission from authorities. Hosts can be required to pay a fine of up to
€100,000 if they rent more than 50% of their property space. Landlords can still rent
individual rooms with the condition that they live in most of the property.
 In 2018, to combat the local housing crisis, the government of Tasmania offered
AU$10,000-13,000 to landlords to rent out their spaces for longer terms at lower costs
instead of listing them as short term lodging.
 London passed an amendment to its housing legislation in March 2015 allowing short-term
lodging rentals of up to three months a year.
 In May 2018, Madrid announced proposals to reduce the number of lodging rentals in
owner-occupied houses to help tackle "over-tourism" in the city. The plan aims to preserve
residential home rentals in the central areas of the city, preventing them from becoming
accommodations exclusively for tourists.
 In July 2018, Palma de Mallorca, Spain banned home-sharing sites, such as Airbnb.
 Arizona prevents municipalities from interfering in private property rights, and therefore
has minimal restrictions on lodging.
 Proposed 2017 legislation sought to ban municipalities from introducing zoning laws lacing
restrictions on private property owners.
 In January 2017, West New York, New Jersey, a suburb of New York City, passed the same
ban.
 Portland, Oregon created a new zoning code in 2016 to regulate short-term lodging rentals
and it includes several limitations, such as capping the number of bedrooms in a single unit
that may be listed. Additionally, Portland pledged in 2015 to dedicate a portion of collected
occupancy taxes to affordable housing uses.
 In 2017, San Francisco passed a law requiring renters of lodging to register with the city
before they can rent units. Units cannot be rented for more than 90 days a year.
 Santa Monica implemented regulations in 2016 that include prohibition of rent-controlled

units from being listed as short-term rentals.
 In December 2017, the City of Toronto government, under John Tory banned homeowners
from leasing basement suites with separate entries and other unlicensed residential
dwellings for short-term rentals, stating intention to protect the long-term rental market.
Government-issued licensing and fees would also be required of hosts to continue with
short-term rentals. The new restrictions were criticized by some owners who had relied on
lodging rental as a source of income. Application of the new rules has been suspended
following complaints by four renters to the Ontario Municipal Board. The complaints will
be heard by the Local Planning Appeal Tribunal, which will hear the case on August 26,
2019.
 In November 2017, the Vancouver City Council adopted regulations and restrictions against
owneroccupied rentals to protect the long-term rental market, which it stated was just above
zero availability. The regulations allow owners to rent only their principal residence and
require them to obtain a paid license, with acquisition and maintenance fees, with a number
to be displayed when listing any space for rent. A voluntary transaction fee of 3% was also
to be implemented per reservation.The opposing Non-Partisan Association criticized the
new regulations, as did some owners, claiming they deprived them of personal property
income. Councilor George Affleck argued that the city was creating more bureaucracy and
taxation, and not solving the problem, arguing that it made Vancouver even more costly
place to live, also giving the opinion that more long-term rental housing should be built.
Review Question
1. Explain the Regulation of Commercial Lodging.
4.19 Major Operational Departments

gyL¨ cwiPvjbv wefvM
There are various departments of a hotel which help in the smooth and efficient operation of the
hotel. First four departments are the core and important department in the hotel, which are
directly responsible for day to day operations.
The major four departments of hotels are:
1. Housekeeping Department
2. Food and Beverage Service Department
3. Food Production or Kitchen Department
4. Front Office Department
These four departments are the operational departments of the hotel. But not only operational
department but secondary department also plays a significant role to ensure general
administration of hotel and they are:
1. Sales and marketing
2. Personal and human resources
3. Account and finance
4. Security and engineering
5. Purchase and store
1. House Keeping Department: The housekeeping department is responsible for

management of guest rooms and the cleanliness of all public areas of the hotel. A close
liaison between housekeeping and front office is essential so that the information about
guestrooms is kept up to date, in simple words, Housekeeping means up-keeping the
house.
House Keeping Department

Housekeeping department is responsible for the following
 Cleaning and up keeping of hotel rooms
 Cleaning of public areas.
 Laundering of guest linen.
 Issuing and receiving of staffs inform on clean to dirty basis.
 Iissuing and collecting of linens from various outlets.
 Cleaning of banquets, halls and other food and beverage outlets.
 Placing of various VIPs amenities, etc. in the VIP guest room.
 Co- ordination with the other department of the hotel.

 Maintenance of the gardens.
 Cleanliness and maintenance of swimming pool.
 Implementation of pest control activities in all areas of the hotel.
 Departments that Housekeeping Co-ordinates with are

a. Front office: When a guest is about to departure, front office informs housekeeping to
make up the room ready for sale to the next guest on line. Similarly, housekeeping
confers a ready room to the front office for sale. Housekeeping provides daily room
report to the front office, with the help of that room report front office verifies the
occupied rooms against any dispensaries made out. The close coordination between
housekeeping and the front office is deemed important to ensure timely delivery of
rooms with required amenities.
b. Human resources: Housekeeping coordinates with human resources about hiring,
firing, procurement, development, training and appraisal of the employees.
c. Engineering: Housekeeping is the department, which lay hand on almost all areas of
the hotel in the course of cleaning. Any maintenance and repair seen in the area are
reported to the engineering. Housekeeping desk control accelerates all public areas,
floors, and room maintenance work and keeps a proper record of work done.
d. Purchase: Housekeeping coordinates with purchase department to acquire stock items
like guest supplies, stationary, cleaning equipment, tools and material required for daily
functioning. Purchase of new uniforms, linen and upholstery are also done through
purchase department with the aid of purchase requisitions.
e. Food and Beverages: All table linens are laundered and exchanged through
housekeeping department. The cleanliness and aesthetic upkeep of all outlets are the
primary responsibility of housekeeping. A close coordination between housekeeping
and food and beverages is deemed too important to provide standard service to the
guest.
f. Security: To secure the privacy of all in-house guests, the housekeeping departments
lend a hand off security department. Important housekeeping keys are also kept with the
security.
g. Stores: Housekeeping department co-ordinates with the stores to ensure the availability
of day to day requirements. Such requirements might be the requirement of guest
amenities, stationary, cleaning material and other ancillary supplies.
2. Food and Beverage Service Department: Food and beverage department are one of the
main service oriented and crucial department of the hotel. It renders the services of prepared
food items, beverages, and tobacco in a hospitable way to the customer as per their demand.
The food and beverage department put forward the world class service of food and drink.
The services that food and beverages _ provide may be a coffee shop, bars, lounges,
specialty restaurants, banqueting, and room service etc.
Food and Beverage Service Department

 Departments that food and beverages coordinates with are:
a. Food and Beverage Production: For hygienic and timely delivery of the food as per
guest order.
b. Front office: Information regarding VIP in- house, room reports, billing, types of plan
in which the guest stay.
c. Kitchen stewarding: Cleaning, polishing, and inventory of all crockery's, cutleries,
glassware, hoiiowware, flatware used in this service.
d. Purchase: For the requisition of all condiments, service kits and necessary stationeries.
e. Housekeeping: Placing of VIP amenities, exchange of soiled linen and cleaning of all
outlets.
f. Engineering and Maintenance: Repair maintenance of the electrical equipment,
checking air condition and water supply
g. Account: Any discrepancy in the bills and sales summary, maintaining of city ledger
and handling all cash.
h. Human resource: Hiring and firing of staff, increment, appraisal, procurement,
development, and training
i. Sales and Marketing: Banquet reservations, food and beverages promotions, etc
3. Food Production / Kitchen Department: A kitchen is a well designed closed area with
skillful chefs and all necessary equipment, tools and utensils liable for preparing food items
as per guest orders followed by standard recipes, it is a skilled food production team which
prepares food items as per the guest orders, it prepares food according to the menu and there
are two types of menu. They are as follows' A" la carte menu {it is a choice menu where
food and beverages are individually priced) Table d'hote (it is a fixed menu where the price
of food and beverages are taken at once)
Food Production / Kitchen Department

4. Sales and Marketing Department: Who markets the hotel products is sales and marketing
department. The sales and marketing department is responsible for generating new business
for the hotel. This could be the sales of rooms, functions, conventions, or even restaurants
or bar. It also handles the advertising of the hotel as well sales promotions and publicity and
often takes on the role of public relation.
Sales and Marketing Department

5. Personal and human resources Department: Personal and human resources department is
responsible for the hiring, training, and development of hotel staffs, in addition to this, this
department is responsible for the welfare and, collective bargaining, and industrial relations.
In recent years, this division has gained in importance because of the need to contend with
legislation, labor shortages, and the growing pressure of competition Hotels now days tends
to put more effort in training and development programmers to enhance the technical and
conceptual knowledge in the staff.
Personal and Human Resources Department

6. Account and finance Department: Accounting is responsible for monitoring of all the
financial activities of the hotel. Such accounting activities may include cash receipts and
banking, the processing of payrolls, accumulating, operating data and the preparation of
internal reports and financial statements because of the importance of financial data and
statistics.
Account and finance department

7. Security Department: Security is mainly responsible for the safety and security of the
hotel guests, visitors, and hotel employees. This nay include patrolling the hotel premises,
monitoring equipment, and in general, ensuring the security of guest, visitors, employees
and their securities. Engineering is responsible for the maintenance and the operation of all
machinery and equipment (including heating, air-conditioning, and lighting.) it is also
responsible for carrying out all carpentry, upholstery and a small building, plumbing and
other works of a hotel.
Security and engendering department
8. Purchase and Stores Department: The hotel is a commercial endeavor, where we

purchase raw materials, give finishing and sell at high prices. As a service industry, hotel
purchases raw materials to support the service procedures. Purchase department plays an
important role while purchasing all requirement of a hotel. From a sewing kit to a large
purchase it is a job of a purchasing department to facilitate the procedures. Purchase
manager is the in charge of this department. In recent developments, this position is
substituted by another position known to be Material Manager who looks after all
purchasing and storing activities.
Purchase and Stores Department

Review Question
1. Explain each of the following departments of a hotel.
a. Major operational departments of a hotel.
b. Housekeeping departments of a hotel.
c. Food and Beverage Service departments of a hotel.
d. Food Production or Kitchen departments of a hotel.
e. Front Office departments of a hotel.
f. Sales and marketing departments of a hotel.
g. Personal and human resources departments of a hotel.
h. Account and finance departments of a hotel.
i. Security and engineering departments of a hotel.
j. Purchase and store departments of a hotel.
k. Major functions of Housekeeping department. 2019 (14.d.)
l. What are the major operational departments of hotel? 2018 (11.b)
4.20 Front Office

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Front office department is the first department noticed by the guest whenever they enter the
hotel. It is the department which it responsible for the sale of the hotel room through a
systematic method of reservation followed by registration. Revenue Collected from the sales of
room contributes to more than 50% of the total hotel sales. The total hotel sales, the profit
percentage from sales of a room is very high. Since this is the only department which has got a
first and last point of a content of every within the hotel. So, the department is termed as image
building, its function as the "never center" the department also develops and maintain up to a
database of guest, information, guest service and ensure guest satisfaction.
According to the famous hotelier Mr. EM. Starlet 'The guest is always right "Which is the
very baseline of thought that today every hotel. Front Office people and Operator thinks. The
department which is located in the front of the house, as the name indicates is called a Front
Office. Moreover, the office which is considered as "Shop Window" or a "Show Case" in a shop
where a guest is checked in and out, guest personal expenditure account is maintained.
Information and message are transferred are known as a front.
This department is the major source of guest information and is responsible is maintaining guest
records. It is, therefore, the logical connecting link between the guest and the hotel
management. The front office department in a hotel holds prime importance in view of the basic
nature of business of establishment i.e. to sale room and collect revenue during arrival and
departure of the guest. It has a complementary role of image building, as it is the first and last
point of contact for every guest. Thus, the role of the front office is to reserve, receive, allocate
rooms to guests and act as a continuous of information to guests thought the period of stay in
the hotel
 Role of front office
1. Reserving the room as per the request.
2. Receiving guest and help them to complete the registration form.
3. Providing the information to the guest and deals with mail message and phone call.
4. Handel guest's complaint and act accordingly.
5. Prepare guest arrivals and departure lists.
6. Handling and controlling guest rooms keys.
7. Dealing with accidents and unseal events.
8. Assigning room along with the keys to the guest.
 Front Office System
1. Non automated: it is run by the mechanical equipment such as reception and keys
racks, paper files, manual keys, and all paper works. This system is mostly operated by
the small category hotels and other business industries.
2 Semi automated: it is run by the machines such as room rack and key rack with light
system, posting machines, ECR, typewriter, fax machine and other support devices, etc.
This system mostly operated by medium category hotel and other accommodation
industries.
3. Fully automated: It is fully run by the aid of modern computer system with the help of
software this system has done away the room the room rack and guest rack. The
computer terminal has replaced them with all the information of guest check-in and
Check-out. It is equipped with a printer, telephone, the internet, credit card processor,
voice mail/ message, room service alert, emergency siren,etc. This system is operated
by the large hotels and other accommodation industries.
Organization Chart, Staffing and Job Description
 Primary Functions of Front Office Department

 Deal with room reservation request,
 Prepare guest arrival and departure lists.
 Check- in arriving guests.
 Receive guest and help them to complete registration formalities.
 Help in marketing and makes promotion strategies.
 Deal with various inquiries and information of in-house and outside activities.
 Duties and responsibilities of front office staffs
Duties and responsibilities of front office staffs are given below:
1. Front Office Manager: He is the department head for operation, as well as administrative
function of the front office followings, are some of the duties and responsibilities of front
office manager:
 Responsible for all the staff to him. Responsible for the discipline in the department.
 Responsible for the hiring and firing of the staff.
 Prepares the departmental budgets, target and revenue than from time to time.
2. Reservation Manager: He is responsible for preparing and maintaining reservation status
for the property. He/she has following responsibilities:
 Provide information to the top management on reservation status of the hotel.
 Responsible for proper supervision of reservation system and provide correct information.
 Responsible for training of the staff under him in the reservation system.
3. Lobby Manager:
 To come into the contact of the guest of a different personality.
 To organize and supervise the uniform Staff or lobby staff.

 To know the facilities provided to the guest hotel policies hotel terms and Condition,
place of interest the city and another important event of the region.
 Deals with complaints receive a suggestion from guest and pass it to the management.
 To attend the room of VIP and welcome them at arrival in the lobby.
 To attend the room of VIP and scanty baggage.
 To pass credit bills in the absence of the Front office Manager.
4. Assistant Front Office Manager: To promotion of room sale and keep control over the
reservation, reception, information and cashier activities.
 To prepare duty roaster.
 To prepare the budget and output report for each month
 To ensure that no keys are missing to prevent security lapses.
 To handle guest complaints.
 To create successful guest relation.
 To brief the staff speculated time.
 To maintain a record of a houseguest.
5. Front Office Supervisor: He/she supervises and controls all sections of front office ensure
its smooth and effective functioning as per the system and standard set by the management.
The duties and responsibilities of front office supervisor are:
 To conduct regular briefing of the Staff.
 To check reservation, billing, rates on special request of the guest. To check the
position of the rooms and calculated properly.
6. Receptionist
 To receive the guest promptly and assign them rooms.
 To issue VIP amenities vouchers.
 To calculated room availability and advice reservation.
 To open guest folios and check the guest registration card.
 To update room rack regularly.
 To prepare room report and occupancy list.
 To prepare to report on daily guest turnover and room status.
7. Reservation Assistant
 To forecast room sale and occupancy levels.
 To frame reservation and cancellation codes.

 To give information to guest regarding an availability of accommodation.
 To update status board and Whitney system of reservation control.
8. Front Office Cashier
 To post vouchers into individual bills or guest folios and carry out all cash transactions
and prepare the related documents.
 To maintain cash register and petty cash flow.
 To operate accounting machines and ensure its proper posting.
 To note telephone meter reading on appropriate guest folios.
 To look after safe deposit lockers (If maintain at the front office).
 To coordinate between the front office and the cashier section avoid financial loss and
ensure prompt payment to guest financial.
9. Night Auditor: The days transaction and business Audi! every night by the Night auditor.
He undertakes the following jobs
 Verify all summaries, especially cashier summary.
 Prepare a statement of bills.
 Prepare and account for all city ledger or credit amount.
 Prepare night auditor report.
 Prepare debit voucher in case of short of cash received mistakes in billing by the staff.
Review Question
1. Explain each of the following briefly:
a) Front office department of a hotel.
b) Role of front office of a hotel.
c) Front Office System of a hotel.
d) Duties and responsibilities of front office staffs of a hotel.
2. Describe the major functions of Front Office department in a hotel. 2019 (11.b)
4.21 Full Service Hotel

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The term full service hotel, describes a hotel which offers a variety of different services and includes all
of these services in the price. This type of hotels, generally have a higher price, though guests are sure
that when they have booked that they will not encounter further significant costs. The price generally
covers costs incurred in the F&B areas (bar, breakfast, lunch, dinner), SPA, laundry, turn-down service,
shuttle service, room-service, equipped meeting areas.
4.22 Limited Service Hotel

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The term limited service hotel, is used to describe budget-friendly hotels that offer accommodation
without a food and beverage component like a restaurant.
These hotels may have amenities such as business centre, fitness room, pool, guest laundry facilities or
more. Areas where a guest may eat or cook their own meals are BBQ areas, communal kitchens or near-
by restaurants.
4.23 Hotel Services of a Full Service Hotel

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A hotel services is something that’s are provided when renting a room at a hotel, motel, or other place of
lodging. The amenities provided in each hotel vary. In some places of lodging, certain amenities may be
standard with all rooms. In others, they may be optional for an additional cost. amenities of a full service
hotel are mainly divided in two groups. Hotel Services of a Full Service Hotel are pointed below:
1. 24 hours Housekeeping service
2. 24 hours Concierge service
3. 24 hours Room service
4. Hair dryer in suites and executive floor and other rooms on demand
5. coffee maker in suite rooms
6. Baby Cot and roll-away beds on demand
7. Iron and ironing board on demand
8. Laundry and dry cleaning
9. Express mail pickup and delivery
10. Video-conferencing on site
11. Doctors on Call
12. Rent a car & site seeing
13. Express check out
14. Multi level Indoor Swimming Pools
15. Kids pool
16. Jacuzzi
17. Sauna
18. Steam room
19. Billiard room
20. Fitness Center
21. Tour and site seeing arrangement
22. Airport pick-up & drop
23. Welcome drinks
24. Buffet Breakfast

25. Swimming pool per day one hour
26. Daily local newspaper
27. Two bottles 500 ml mineral water per day
28. Internet LAN line in room
29. Wi-Fi at public areas and restaurants
30. Extra bed is available on request
Review Question
1. What are the service of a full service hotel? 2019 (11.b)
4.24 Hotel Amenities of a Full Service Hotel

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A hotel amenity is something of a premium nature provided in addition to the room and its basics when
renting a room at a hotel, motel, or other place of lodging. The amenities provided in each hotel vary. In
some places of lodging, certain amenities may be standard with all rooms. In others, they may be optional
for an additional cost. amenities of a full service hotel are mainly divided in two groups. Namely, in the
room amenity and outside the room amenity. These are discussed below:
A. In the room amenities
1. Kitchen facilities: Some places of lodging offer kitchen facilities to enable guests to cook and/or
store food. In some hotels, this may be in the form of a kitchenette, which may include a full-
size or half-size refrigerator, an oven, a stove, a sink, and possibly some cabinets, although these
are more common in extended stay hotels.
2. Television: Though not all have them, a television set is a standard item in most hotel rooms. In
the past, coin-operated pay TVs existed. Currently, standard TV channels are free to watch, but
some lodging facilities charge extra for cable or satellite TV services that are offered.
3. Computer and Internet access: Most places of lodging currently offer internet access in some
form. Most common is wi-fi, which can be used by guests who bring their own computers in
their rooms. In most hotels, this is free, though some charge a fee.
4. Personal items: Many personal items are provided complimentary for use by guests. These may
include irons and ironing boards, hair dryers, soap, shampoo, mouthwash, or shower caps. A
current trend in personal items in the United States is to focus on American-made toiletries, such
as those made by William Roam, given a perception by guests that foreign-made amenities are
not as desirable. In some hotels, a hair dryer is offered for guests use. Hotels generally provide
towels to guests for their use.
B. Outside the room amenities
1. Dining: Various forms of dining are offered in various places of lodging. Some hotels offer a
continental breakfast that is often complimentary to guests. Items often served include cereal,
pastries, waffles, sausage, fruits, and beverages. Some hotels have on-site restaurants. In most
cases, the meals must be paid for. In some hotels, room service is available to guests. Some
resorts are all inclusive, allowing guests access to food at little or no charge at all times of day
throughout their visits.
2. Vending: Vending machines are provided at many hotels and motels. These machines usually
sell soft drinks, snacks, and other items commonly sold in vending machines. Ice dispensers are
also standard. While in some hotels, the ice may be complimentary, there may be a fee to obtain
ice in others.
3. Exercise: Some hotels have fitness centers allowing guests to work out during their visits. A
recent trend at some upscale properties has seen some of the exercise and fitness programs held
outdoors. [9]
4. Recreation: Many resorts offer various recreational activities, such as golf, tennis, and other
popular sports.
5. Swimming pools: Some hotels offer swimming pools to their guests. Outdoor pools may be
open seasonally in temperate climates. Indoor pools can be open year round in any climate.
6. Parking: It is customary to offer free self-parking, though this is not always the case, especially
if the parking is in a garage or parked, while some hotels offer valet services to their guests.
Review Question
1. What are the amenities of a full service hotel? 2019 (11.b)
4.25 Food and Beverage Services

Food and beverage services sector
contributes a great deal to the profits
in hospitality industry. With the
increase in importance of business
meetings, a range of personal and
social events, a large number of
customers visit catering establishments
frequently. The food and beverage
professionals tirelessly work to
intensify customers’ experience
through their service.
The F&B Services providing businesses deliver food and beverages to their customers at a
particular location (on-premise) such as hotel, restaurant, or at the customer’s intended
premises (off-premise).
Food and Beverage Services can be broadly defined as the process of preparing, presenting and
serving of food and beverages to the customers.
F&B Services can be of the following two types −
 On Premise − Food is delivered where it is prepared. The customer visits the premise
to avail the food service. The premises are kept well-equipped and well-finished to
attract customers to avail F&B service. For example, restaurants, pubs, etc.
 Off Premise or Outdoor Catering − This kind of service includes partial cooking,
preparation, and service at customer’s premises. It is provided away from the F&B
Services provider’s base on the occasion of major events which call for a large number
of customers.
Review Question
1. What is food and beverage services?
4.26 Types of Food and Beverage Service

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There are a number of service styles to be followed when it comes to how food and beverage should be
served to the customers. The following are the most prominent styles
1. Table Service: In this type of service, the guests enter the dining area and take seats. The waiter
offers them water and menu card. The guests then place their order to the waiter. The table is covered
in this service. It is grouped into the following types.
2. English or Family Service: Here, the host contributes actively in the service. The waiter brings food
on platters, shows to the host for approval, and then places the platters on the tables. The host either
makes food portions and serves the guests or allows the waiter to serve. To replenish the guests’
plates, the waiter takes the platters around to serve or to let the guests help themselves. This is a
common family service in specialty restaurants where customers spend more time on premise.
3. American or Plate Service: The food is served on guest's plate in the kitchen itself in predetermined
portion. The accompaniments served with the food, the color, and the presentation are determined in
the kitchen. The food plates are then brought to the guest. This service is commonly used in a coffee
shop where service is required to be fast.
4. French Service: It is very personalized and private service. The food is taken in platters and
casseroles and kept on the table of guests near their plates. The guests then help themselves. It is
expensive and elaborate service commonly used in fine dining restaurants. This service has two
variants −
• Cart French Service − The food is prepared and assembled at tableside. The guests select food
from the cart while sitting at their tables and are later served from the right. It is offered for
small groups of VIPs.
• Banquet French Service − The food is prepared in the kitchen. The servers serve food on each
individual’s plate from guest’s left side. For replenishment, the servers keep the food platters in
front of the guests.
5. Gueridon Service: In this service, partially cooked food from the kitchen is taken to the Gueridon
Trolly for cooking it completely. This partial cooking is done beside the guest table for achieving a
particular appearance and aroma of food, and for exhibiting showmanship. It also offers a complete
view of food. The waiter needs to perform the role of cook partially and needs to be dexterous.
6. Silver Service: In this service, the food is presented on silver platters and casseroles. The table is set
with sterling silverware. The food is portioned into silver platters in the kitchen itself. The platters
are placed on the sideboard with burners or hot plates. At the time of serving, the waiter picks the
platter from hot plate and presents it to the host for approval and serves each guest using a service
spoon and fork.
7. Russian Service: It is identical to the Cart French service barring the servers place the food on the
platters and serve it from the left side.
8. Assisted Service: Here, the guests enter the dining area, collect their plates, and go to buffet counters
and help themselves. The guests may partially get service at the table or replenish their own plates
themselves.
9. Buffet Service: It this type of service, the guests get plates from the stack and goes to buffet counter
where food is kept in large casseroles and platters with burners. The guests can serve themselves or
can request the server behind the buffet table to serve. In sit-down buffet restaurants, the tables are
arranged with crockery and cutlery where guests can sit and eat, and then replenish their plates.
10. Self Service: In this type of service, the guests enter the dining area and select food items. They pay
for coupons of respective food items. They go to food counter and give the coupons to avail the
chosen food. The guests are required to take their own plates to the table and eat.
11. Cafeteria Service: This service exists in industrial canteens, hostels, and cafeterias. The menu and
the space is limited; the cutlery is handed over to the guests. The tables are not covered. Sometimes
high chairs are provided to eat food at narrow tables. It is a quick service.
12. Single Point Service: In this type of service, the guest orders, pays for his order and gets served all
at a single point. There may be may not be any dining area or seats. The following are the different
methods of Single Point Service.
13. Food Court: This is an array of autonomous counters at which the customers can order, eat, or buy
from a number of different counters and eat in adjacent eating area.
14. Kiosks: The customer enters the choice and amount of money physically and the machine dispenses
what customer demanded accurately.
15. Take Away: Customer orders and avails food and beverage from a single counter and consumes it
off the premises.
16. Vending: The customer can get food or beverage service by means of automatic machines. The
vending machines are installed in industrial canteens, shopping centers, and airports.
17. Special Service: It is called special service because it provides food and beverage at the places
which are not meant for food & beverage service. The following are the different methods of special
service.
18. Grill Room Service: In this type of service, various vegetables and meats are displayed for better
view and choice. The counter is decorated with great aesthetics, and the guest can select meat or
vegetable of choice. The guest then takes a seat and is served cooked food with accompaniments.
19. Tray Service: Method of service of whole or part of meal on tray to customer in situ, such as
hospitals, aircraft, or railway catering.
20. Trolley/Gueridon Service: Food is cooked, finished or presented to the guest at a table, from a
moveable trolley. For example, food served on trollies for office workers or in aircrafts and trains.
21. Home Delivery: Food delivered to a customer’s home or place of work. For example, home delivery
of pizza or Meals on Wheels.
22. Lounge Service: Service of variety of foods and beverages in lounge area of a hotel or independent
place.
23. Room Service: Here food is served to guests in their allotted rooms in hotels. Small orders are
served in trays. Major meals are taken to the room on trolleys. The guest places his order with the
room service order taker.
The waiter receives the order and transmits the same to the kitchen. Meanwhile, he prepares his tray
or trolley. He then goes to the cashier to prepare and take the bill. He then takes the bill along with
the food order for the guests’ signature or payment. Usually clearance of soiled dishes from the room
is done after half an hour or an hour. However, the guest can telephone Room Service for the
clearance as and when he has finished with the meal.
Review Question
1. Give an overview on types of food and beverage service.
2. Define each of the following:
a. Table Service
b. English or Family Service
c. American or Plate Service
d. French Service
e. Gueridon Service
f. Silver Service
g. Russian Service
h. Assisted Service
i. Buffet Service
j. Self Service
k. Cafeteria Service
l. Single Point Service
m. Food Court
n. Kiosks
o. Take Away
p. Vending
q. Special Service
r. Grill Room Service
s. Tray Service
t. Trolley/Gueridon Service
u. Home Delivery
v. Lounge Service
w. Room Service
4.27 Food and Beverage Services – Basics

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 Types of F&B Services Operations: In this tutorial, we mainly consider commercial food
and beverage service sector. Let us first understand some common forms of F&B service.
 Catering: Catering is the business of providing foods and beverage service to the people at
a remote location. It is a part of food and beverage service sector. For example, arranging
food services at a wedding location.
 QSR: These are the fast food outlets called Quick Service Restaurants where the food is
prepared, purchased, and generally consumed quickly. They are run with convenience as a
main factor. Branded outlets such as McDonalds and Nando’s are QSRs.
 FSR: They are fine dining, family, specialty, ethnic, or theme restaurants called Full
Service Restaurants where the food and beverage menu is wide and the customer’s
expectations are high. They are operated with customer satisfaction and experience as the
key factors.
Review Question
1. What are the basics of the food and beverage services?
4.28 Food and Beverage Services - Cycle

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Food and Beverage Services come only after preparing what is to be served. Most food and
beverage service businesses operate in the following cycle −
The upper half depicts food preparation related functions, whereas the lower half depicts food
and beverage service to customers.
Review Question
1. What is the food and beverage services cycle?
4.29 Food and Beverage Service Objectives

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The food and beverage service is looked as a means of achieving satisfaction and making
yourself feel comfortable in today’s world. The main objectives of this service are −
 To satisfy the following needs −
o Physiological − The need to taste different varieties of food.
o Economical − The need to get F&B Services at the invested cost.

o Social − The need to find friendly atmosphere.
o Psychological − The need to elevate self-esteem.

 To provide high quality food and beverages.
 To provide friendly and welcoming atmosphere.
 To provide professional, hygienic, and attentive service.
 To impart value for money.
 To retain the existing customers and to bring in new ones.
Review Question
1. What are the main objectives food and beverage services?
4.30 Food and Beverage Services - Terminology

Lv`¨ Ges cvbxq cwi‡levi cwifvlv
The following terms are frequently used in F&B services –
1 Back bar: A range of shelves displaying glassware and bottles.
2 Banquet: A sit-down meal served on the occasion of a formal or informal event such as
a wedding party or a conference.
3 Binge Drinking: Drinking too much in a single session.
4 Buffet: A dining system where the guests serve themselves. Popular with a large number
of guests and a small number of workforce.
5 Cocktail: Any mixed drink prepared using alcohol.
6 Condiments: Spices, sauce or other food preparations used to enhance the flavor or to
complement the dish.
7 Crockery: Plates, dishes, cups, and other similar items, especially ones made of glass,
earthenware, or china clay.
8 Cross-Contamination: It is a process of unintentional transfer microorganisms from one
substance or object to another, with harmful effect.
9 Croutons: Crispy cubes of bread
10 Cutlery: Knives, forks, and spoons used for eating or serving food.
11 Deli: A store that sells pre-cooked fine food.
12 Dram Shop: American term for ‘Alcohol Bar’.
13 Gueridon Trolley: A trolley used in F&B Services business on which the food can be
cooked, finished, or presented to the guest at the table.
14 High Ball (Long Drink): Alcoholic beverage mixed with a large volume of soft drink
and served in a tall glass with straw.
15 Mocktail: A non-alcoholic drink prepared using fruit juices or other soft drinks.
16 Pathogen: It is a biological agent that causes disease to its host.
17 Platter: A large flat dish or plate for serving food.
18 Pub: British name for ‘Public House’, an establishment licensed to serve alcoholic
drinks.
19 Shot Ball (Short Drink): Alcoholic drink consumed in a gulp. It is served in shot glass.
20 Situ: On site, locally.
21 Spot Checking: Regular surprise checking conducted to review standardized recipes and
food products to maintain quality.
22 Station: A set of tables allocated to waiters in the F&B Services establishment.
23 Table Cover: It is the area on the table for plates, glasses, and cutlery for single person.
24 Tines: Parallel or branching spikes of a fork.
25 Toque: Cooks cap with multiple folds represents the many different ways a chef knows
to prepare a dish.
Review Question
1. What are the terminology used in food and beverage services?
4.31 Food and Beverage Services - Organization

Lv`¨ Ges cvbxq cwi‡levi cÖwZôvb
The food and beverage service is part of the service-oriented hospitality sector. It can be a part
of a large hotel or tourism business and it can also be run as an independent business. The
members of the F&B Services team are required to perform a wide range of tasks which
include preparation for service, greeting the guests, taking their orders, settling the bills, and
performing various other tasks after the guests leave.
Let us see the F&B services in hotels, structure of F&B department and ancillary services in a
hotel.
Review Question
1. What are the organization food and beverage services?
4.32 Structure of F&B Services Department

Gd I we cwi‡lev wefv‡Mi KvVv‡gv
The F&B Services personnel are responsible to create the exact experience the guests wish for.
The department consists of the following positions –
1. Food & Beverage Service Manager

The Food & Beverage Service Manager is responsible for −
 Ensuring profit margins are achieved in each financial period from each department of
F&B service.
 Planning menus for various service areas in liaison with kitchen.
 Purchasing material and equipment for F&B Services department.
2. Assistant Food & Beverage Service Manager
The Assistant Food & Beverage Service Manager is aware of and is tuned to all the work the
F&B Services Manager performs and carries out the same in the absence of his superior.
3. Restaurant Manager: The Restaurant Manager looks after the overall functioning of a
restaurant. The responsibility of this staff member include −
 Managing the functions in the dining room
 Ordering material
 Stock-taking or inventory checking.
 Supervising, training, grooming, and evaluating the subordinates
 Preparing reports of staff and sales
 Managing budgets
 Handling daily sales and coordinating with cashiers
4. Room Service Manager: The Room Service Manager is responsible for −
 Selecting, training, encouraging, and evaluating all junior employees
 Ensuring that cultural values and core standards of F&B department/establishment are
met
 Controlling labor expenses through staffing, budgeting, and scheduling
 Handling guest complaints
 Providing special requests
5. Banquet Manager: The Banquet Manager is responsible for −
 Setting service standard for banquets
 Forecasting and allocating budgets for various types of events such as conferences,
meetings, etc.
 Achieving food and beverage sales
 Controlling chinaware, cutlery, glassware, linen, and equipment
 Handling decorations and guest complaints
 Providing special requests
 Purchasing required stock by following appropriate requisition procedures
 Following up each function by receiving guest feedback and submitting it to F&B
Manager
 Participating in departmental meetings
 Planning and pricing menu
 Training, grooming, and development of staff underneath
6. Bar Manager: The Bar Manager is responsible for −
 Forecasting the daily flow of customers
 Allocating right number of staff according to customer influx
 Managing and monitoring bar inventory from store to bar

 Tracking all types of drink sales
 Allocating cleaning and tendering tasks
7. Food Safety Supervisor (FSS): A Food Safety Supervisor is a person who is trained to
recognize and prevent risks associated with food handling in an F&B Services business. He
holds an FSS certificate that needs to be no more than five years old. He is required in an
F&B Services business so that he can train and supervise other staff about safe practices of
handling food.
8. F&B Ancillary Departments: Food and Beverage department relies upon the support of
the following departments −
9. Kitchen Stewarding: The Kitchen Stewarding department strives to ensure cleanliness,
preparedness, and orderliness in the commercial kitchen so that the kitchen staff can work
efficiently. It also ensures that all the tools and utensils required for a specific meal or
cooking task are cleaned properly and are ready to go. The kitchen steward is a working
link between the F&B Services and the commercial kitchen.
10. Dishwashing: The Dishwashing department is responsible for providing clean and dry
supply of glassware, chinaware, and cutlery for bar, banquet, lounge, and restaurant
service.
11. Laundry: The F&B department is highly reliable on laundry department or outsourced
laundry services for timely supply of dry-cleaned and wrinkleless linen.
Review Question
1. Explain the structure of F&B services department.
4.33 F&B Staff Attitudes and Competencies

F&B ÷v‡di g‡bvfve Ges c«wZ‡hvwMZv
Each member of the F&B department hierarchy needs to have the following traits and skills –
1. Knowledge: Awareness of one’s responsibilities and roles, appropriate knowledge of food

items, food and beverage pairing, etiquettes, and service styles is a great way to build
confidence while serving the guests.
2. Appearance: It creates the first impression on the guests. The F&B staff members must
maintain personal hygiene, cleanliness, and professional appearance while being on duty.
3. Attentiveness: Attentiveness is paying sincere attention to details, memorizing the guests’
needs and fulfilling them timely with as much perfection as one can put in.
4. Body Language: The F&B Services staff needs to conduct themselves with very positive,
energetic, and friendly gestures.
5. Effective Communication: It is very vital when it comes to talking with co-workers and
guests. Clear and correct manner of communication using right language and tone can make
the service workflow smooth. It can bring truly enhanced experience to the guests.
6. Punctuality: The F&B Services staff needs to know the value of time while serving the
guests. Sincere time-keeping and sense of urgency helps to keep the service workflow
smooth.
7. Honesty and Integrity: These two core values in any well-brought-up person are important
for serving the guests in hospitality sector.
Review Question
1. Explain the traits and skills of F&B services department.
4.34 Food and Beverage Services - Outlets

Lv`¨ I cvbxh় cwi‡lev - AvDU‡jU
Today, numerous types of food and beverage service outlets have come up in the market. They
offer a wide range of food and beverage services that the customers can avail. The extent of
service depends upon the type of service outlet. They include drive-through service of fast food
where the customers can purchase their favorite food without having to leave their cars and
pick-up points where food is delivered in minutes. There are also some elite class fine dining
outlets which exhibit classy articles in the house and provide elaborate food services.
Here are some famous types of food and beverage outlets –

Outlet Menu Ambience Service
Airport Lounges Wide menu for Soft instrumental Self or Assisted service
breakfast, music, soft provided 24X7, round the
lunch, and lights, formal clock. The traveler selects food
dinner with hot ambience, all and beverage of choice, and
and cold appealing for takes to the table himself.
beverages, having meals at
salads, main leisure and

meals, and resting
desserts. gracefully at the
airport
Bars Wide menu of Informal, relaxed Push-low seating, speedy
soft drinks, atmosphere, service of cocktails, mocktails,
alcoholic energetic music, and snacks.
beverages, and colorful flashy
light snacks. lights.
Cafeterias Short dining Attached to Self or assisted, pre-plated, low
menu with less educational priced service.
food options. institutes or
Follows cyclic industrial
meal plan. organizations
Coffee Shops Short menu Informal Quick and mid-priced service
with hot and ambience with for high customer turnover.
cold beverages, light music and
snacks, and moderate
light meals. lighting.
Discotheque/Nightclubs Menu with Strobe lights, Entry permission for couples or
snacks and laser lights, members on charge, assisted
beverages. dance floor, service.
lively music,
informal and
energetic
atmosphere.
Family/ Casual Dining Elaborate Modestly Assisted, mid-priced service.
Restaurants menu of single furnished,
or multiple Casual
cuisines which atmosphere.
may change
according to
the operating
hours.
Fast Food Outlets Limited menu Catchy trendy Speedy service, minimum table
of hot and colored service. The food is prepared in
Cold beverages furniture, lights, the kitchen, placed in the trays,
with easily and music. and passed to the person at the
prepared and counter, who then delivers to
fast meals the customer. The customer
cooked in picks up the trays and
advance and consumes it on premise.

kept warm.
Food Courts Multi cuisine Multi-cuisine Speedy service with minimum
menu. food outlets are personal attention. The
located around customers pick up food and
modestly kept beverages of their choice from
central dining multiple outlets around and sit
area. in the central dining area to
consume.
Grill Rooms Grilled meat or Attached to star According to hotel policies.
sea food with hotels, gardens,
alcoholic/non- or independent,
alcoholic may have open
beverages. kitchen. Eye-
catching
counters.
Poolside Barbeque Roasted meats, Located near Self/assisted service.
crunchy swimming pools,
vegetables, and Informal, relaxed
seafood with atmosphere,
wines and energetic music.
beer.
Pubs Mostly Informal and Push-low seating, self, or
alcoholic menu social ambience assisted service.
with snacks. with less lighting
and more
chatting.
Specialty/Ethnic Specific menus Follows specific Uniform of the service staff,
Restaurants such as theme. Interior linen, and service ware are
Chinese, Decoration is in according to the theme and
Italian, Indian, line with the from the country where the
Thai, or theme. food originates.
Mexican.
Take-away Counters Limited or Frontend counter Pickup service where customer
elaborate menu for selling is places order, waits till it is
of food and attached to the completed, and picks the food
beverages. pantry. and beverages to consume them
off-premise.
Themed Restaurant Limited menu Architecture, American/Assisted service.
that is based on lighting, and
the theme. music induce the
feel of the
theme. Mostly
informal
ambience.
Vending Machines Pre-packaged Located in high Complete self-service.
chips, labor cost and
portioned limited space
foods, canned areas such as
beverages. transport hubs.
Review Question
1. State some famous types of food and beverage outlets?
4.35 General Layout of F&B Outlets

F&B AvDU‡jU¸wji mvaviY web¨vm
Appropriate architecture of F&B outlet makes it prepare, present, and serve in optimum way
and increase productivity. These are few basic considerations for various sections of F&B
outlets –
1. Kitchen: It is farthest from the customers.
2. Store: It has large fridges, cupboards with multiple shelves, and lockers. It is attached to
the kitchen.
3. Pantry: It is being the area where food or beverage is prepared ready to serve, it is located
between the dining area and the kitchen.
4. Restrooms: There are two different schools of thought for location of restrooms − some
experts consider that the restrooms must be near the entrance and some think that it should
be isolated from entrance or dining area.
Review Question
1. Briefly state few basic considerations for various sections of F&B outlets.
4.36 General Considerations for F&B Services Layout

F&B cwi‡levw` web¨v‡mi Rb¨ mvaviY we‡ePbv
While designing an F&B outlet, one needs to consider every factor that contributes to the
smooth running of operations right from food preparation, cooking, dish presentation, serving,
and all allied tasks.
While designing commercial F&B outlets, the following points are important −
 Target customer segment (Youth/Men/Women/All).
 Type of food (Light Food/Fast Food/Fine Dining).
 Manner of food production (Cooking/Grilling/Boiling/Baking/Steaming).

 Type of food distribution (On/Off Premise).
 Availability of carpet area.
 Number of staff required.
The kitchen is designed not to be directly visible. The chef cannot directly communicate to the
guests. The guest tables and chairs are placed away from kitchen.
Review Question
1. Briefly state general considerations for various sections of F&B outlets.
4.37 Food and Beverage Services - Operations

Food and Beverage Service operations involve a multitude of activities which engage the staff
right from purchasing raw material, preparing food and beverage, keeping the inventory of
material, maintaining service quality continuously, managing various catered events, and most
importantly, analyzing the business outcomes to decide future policies. Let us look into the
operations involved in F&B service –
Product Cycle in F&B Service: The purchasing department in F&B Services is responsible for
purchasing, storing, and issuing the supply of raw food items, canned/bottled beverages, and
equipment. The following is a typical product purchasing cycle –
The purchasing department works with accounts department to keep the information on
allocated budget and balance budget.
The following factors influence purchasing −
• Size of F&B Organization
• Location of F&B Organization

• Availability and Size of Storage Space
• Organization Budget and Policies
• Availability of the commodity due to season
The major activities of F&B service and FAB production are given below:
1. Purchasing Product: The purchaser is responsible for purchasing a product. He studies the
market, and analyzes and selects suppliers, wholesalers, and the contemporary market
prices. He then liaisons with suppliers and wholesalers to get good material at fair price and
purchases the required commodities by following appropriate purchase procedures.
2. Receiving the Product: The receiver receives the products from the suppliers. He checks
the product for right quality and quantity. He deals with the delivery personnel from the
supplier’s end and signs on the related receipts.
3. Storing and Issuing the Product: The store men carry out the task of storing received
supply and issuing it to respective departments. They update the stock database, and
manage old and new material in the stock. They also keep record of stock to the latest date.
4. Preparing and Presenting an F&B Product: This includes preparation of various food
items and fresh beverages. The cooks prepare various foods and the bar tenders prepare
cold beverages such as mocktails and cocktails. They also make the dish most presentable
by arranging food on platter and decorating it in an attractive manner. The beverages are
also decorated by using fruit slices, decorating the glasses, sippers, and stirrers.
5. Consuming the F&B Product: This part is played by the guests. At the service end, the
respective staff takes inventory of the consumed and balanced stock of food and beverages
and keeps it updated to latest figures.
Review Question
1. What is product purchasing cycle?
2. What are the major activities of F&B service and FAB production?2019 (5.b)
4.38 Food and Beverage Services - Equipment

Lv`¨ Ges cvbxh় cwi‡lev - miÄvg
The equipment forms an inevitable part of food and beverage service. It plays an important role
to build the mood of the guests, to complement the outlet theme, and to elevate guest
experience. Right from the largest commodities used for food preparation and interior
decoration such as chandeliers or ovens to the smallest piece of cutlery, furniture, or linen
participate in creating overall ambience of the outlet.
Let us discuss in detail the equipment used in food and beverage services −
1. Furniture in F&B Services: Furniture is an important part of any F&B Services outlet. It
needs to be strong, easy to use and clean. The furniture plays an important role in bringing
the look and creating an ambience of the outlet. The furniture, fixtures, and fittings are
fixed commodities.
2. Indoor Furniture: It mainly consists of tables, chairs, push-down chairs, racks, and
lockers.
3. Outdoor Furniture: It needs to be sturdy as well as attractive. It includes coffee tables and
chairs, bar chairs, dining sets, day beds, loungers, hammocks, and swings.
4. Fixtures and Fittings: A fixture is any item bolted to the floor or walls. For example, air
conditioners, electric plugs, sinks and toilets, art pieces, and television screens mounted on
wall are fixtures.
5. A fitting is any free standing item or an item that can be hung by a nail or hook. For
example, paintings, mirrors, curtain rails, and lamps are fittings.
6. Tableware in F&B Services: Tableware consists of crockery, cutlery, glassware and linen
used while serving and eating meals at a table. These are circulating equipment which can
be grouped into the following types −
7. Chinaware: This is a collection of fine dishes, bowls, food platters, section dishes,
ramekins, cups and saucers, soup spoons, vases, and ash trays made using a translucent
ceramic material.
8. Hollowware: This consists of containers such as serving bowls, pots, kettles, ice jugs, and
water. These containers are either made from glass or metals such as copper, brass, or
stainless steel.
9. Glassware: This consists of articles made of fine glass. Glassware includes jugs, pitchers,
drinkware, ash trays, vases, and similar articles.
10. Silverware: The objects in silverware are made of Electro Plated Nickel Silver (EPNS).
These are made from an alloy of brass, zinc, stainless steel or nickel with silver plating of
10 to 15 microns. Silverware includes spoons, forks, knives, hollowware, drinkware, tongs,
ice bucket, and a salver.
11. Chaffing Dishes (Chafers): These are food warming dishes. They keep the food warm for
an adequate time and temperature. They come in two variants: electric or chafer fuel
candle.
Chaffing dishes are available in multiple sizes, shapes, and lids. Modern-day chafing dishes
are made of light metal or ceramic with handles, sometimes covered with a see-through lid.
Here are some chaffing dishes −
12. Food & Beverage Services - Use Of Cutlery: Cutlery comprises of any hand-held
implement for eating or serving food. It includes various spoons, forks, knives, and tongs.
It is also called silverware or flatware. Cutlery is made of metals like stainless steel or
silver.
In modern days, cutlery has come up in wonderful combinations — spife (spoon +
knife), spork (spoon + fork), and knork (knife + fork).
13. Types of Spoons, Forks, and Knives: There are different types of spoons for serving or
eating different kinds of food. The forks often accompany spoons or help independently to
pick food bites. The knives are used to portion the food.
 Dinner Spoon (Table Spoon) − It has elongated round cup. It is used to eat main
course food items. It can pick up just the right amount of rice, stew, or curry. It is
always paired with a fork (with four tines) of the same length or a dessert knife.
 Dessert Spoon, Dessert Knife, and Dessert Fork − These are smaller than their main
course peers and are used to have desserts.
 Soup Spoon − It has a round cup bigger than that of the table spoon. It is as long as a
dinner spoon.
 Tea/Coffee Spoons − These are smaller than the dessert spoon in length and size of
cup. We use these spoons to stir tea or coffee.
 Sugar Spoon − It has a flower shaped round cup. It is used to take sugar from sugar
bowl of tea set.
 Ice Cream Spoon − It is a small spoon with flat rim that can help to cut the right
amount of ice cream. It can come in small, medium, and large sizes according to the
quantity of the ice cream served and the size of the bowl.
 Cocktail (Soda) Spoon − It is a drink spoon with a long handle that helps the spoon to
reach the bottom of a tall glass.
 Butter knife − It has short rectangular blade that is sharp on the lower side to form an
edge. It is useful in cutting semi-firm pieces of butter and apply them on food items
such as breads.
 Salad Spoon − It is always used in pair with salad fork. It helps mixing and serving
salad efficiently.
 Serving Spoon − It is a spoon with large round cup designed to serve stews and rice.
 Deli (Fruit) Fork − has two tines. It helps to pick thinly sliced food such as slices of
fruits.
 Roast Fork − It is the largest fork. It has longer and stronger tines that help to hold and
pick large meat or vegetable pieces.
 Cake Knife − It is a flat, elongated triangle-shaped knife and is used to cut pieces of
cake and handle it smoothly.
14. Types of Glasses: The glasses and tumblers come in a wide variety of shapes and sizes.
They are either footed with stem or non-footed. They can also be high-ball or low-ball.
Some of the widely used shapes are –
 Cooler − It is used to serve welcome drinks or appetizers.

 Flute − It is a glass with a long cup and is mainly used to serve champagne.
 Goblet − It is a round glass with or without stem. The goblets with stem are used to
serve wines and brandy. A non-footed version is used to serve whisky.
 Margarita − It is a variant of goblet with a wide round dish-like cup. Margarita is used
as a cocktail, mocktail, or a sorbet glass.
 Mug − It is used to serve beers.
 Nonic Glass − It is a tall glass with a broad rim. It is used to serve beers.
 Pilsner − It is a high-ball glass used to serve cold coffee, iced tea, juices, and beer. A
pilsner can support beers or aerated drinks gracefully.
 Pint − It is a glass used to pour distilled alcohol into other glasses.
 Shot Glass − It is a small glass used to consume fermented or distilled alcohol directly.
It can also be used to pour distilled alcohol into other glasses for mixing with water or
sparkling water.
 Snifter − It is used to serve spirits.
 Thistle Glass − Its silhouette is shaped like a thistle flower. These glasses have tapered
broad rims with round cups attached to a stem and disk. It is used to serve ales and
aerated drinks.
 Tulip Glass − It is used to serve beer, cocktail, or mocktail.
15 Linen: The linen at any food and beverage service outlet is either disposable or non-
disposable.
 Disposable Linen: This includes items that can be used only once. These items are
made of recycled paper with high absorbing capacity. For example, table napkins,
restroom tissues, wrappers, and facial tissues. Facial tissues soaked in Cologne water
are given to the guests. It is considered a good welcome gesture. Disposable table linen
is usually offered to guests in trains or aircrafts before meals.
 Non-Disposable Linen: The items in this category are made from flax. This includes
table cover, dinner napkins, tea napkins, and table runners. Non-disposable linen must
be clean and pleasantly scented. It must be starched if required.
Non-Disposable linen must be placed on the table tidily. The staff can fold them and
arrange them in decorative shapes or just put them through decorative linen rings to
catch guests’ eyes and start imparting warm experience to them at the table.
Review Question
1. Discuss in detail about the equipment used in food and beverage services.
4.39 F & B Services - Pantry Equipment

Lv`¨ Ges cvbxh় cwi‡lev - fvuW়viNi miÄvg
Pantry is the adjoining area or room to the kitchen from where the finished food or a drink is
ready to be served. This area serves as an ancillary capacity of the kitchen. The food is given
final touch-up for presentation, and then handed over to the serving staff. The pantry is often
equipped with a sink attached with normal water and hot water taps. The pantry mainly keeps
the following necessary items
 Refrigerator
 Electric oven
 Toaster
 Coffee Brewing Machine
 Blender
 Electric food whisk
 Knives and chopping boards
 Hollowware like casserole, bowls, and dishes of various sizes
 Crockery
 Drinkware
 Cutlery
1. Sideboards in Pantry: Sideboards are mainly shelves with drawers. These can be used
to store hollowware and glassware. The following are the different varieties of
sideboards −
 Buffet − It has high legs than the sideboard.
 Credenza − They are the storage cabinets without legs. They mostly have sliding glass
doors.
 Server − A server is smaller, shorter, and more formal than a buffet or sideboard.
 Sideboard − It has short legs.
\
2. Trolley: It is a serving cart used for serving as well as storing. It has wheels which enable
it to move easily around the kitchen. It is also used in elite food and beverage outlets for
serving the guests. It is available in various designs, sizes, and shapes. You can choose on
number of shelves and sections, and burners. When not in use, it is preferably parked at the
wall.
F & B Services - Cleaning & Maintenance

When the food is ready to arrive in the pantry, used utensils for food preparation are cleaned
immediately and wiped off dry for later use. If any other ancillary serving item such as electric
hand blender is damaged, it is reported to the concerned manager and replaced with a working
one at the earliest.
When the guests complete their meals and leave the table, it is required to prepare the table
immediately by clearing the used tableware. If any tableware is found broken or damaged, it is
reported to the concerned store department and a request is made for its replacement. The table
covers and runners are checked and replaced with fresh ones if need be.
The used tableware is handed over to the cleaning and washing staff. The linen is also handed
over to the laundry department in the hotel. In case of other F&B Services businesses, the
soiled linen can be stored separately and given away to contracted laundry service.
Review Question
1. What are Pantry Equipments?
4.40 Point-of-Sale Equipment in F&B Service

F&B cwi‡lev‡Z ch‡়›U-Ad-weµh় miÄvg
Today, many restaurants use Point-of-Sale (POS) equipment, a computer-based technology to
take orders, record them, accept payments, and display or print their receipts. Restaurant
servers, bartenders, and cashiers can use POS systems to enter and record food and beverage
orders easily.
A POS system in the F&B Services can increase convenience and accuracy in order tracking,
and can save time during rush hours. It can smoothly perform the following functions −
 Calculating cash due for every order entered for a table.
 Recording the method of payment.
 Tracking balance cash.
 Creating periodic sales reports.
 Calculating labor and payroll data.
 Recording daily check averages for each worker.
 Tracking the number of balance and sold food items.
 Recording information of repeat customers.
Review Question
1. What is Point-of-Sale Equipment in F&B Service?
4.41 Food & Beverage Services - Food Garnishing

F&B cwi‡lev‡Z Lv`¨ M¨vivwbwks
The guests’ experience of food and beverage starts when the serving staff brings beautifully
garnished food with the appropriate accompaniments on their table. The service staff turns
a guiding hand to the guests in suggesting which accompaniment will go well with the main
food the guest is interested in having.
There are numerous interesting pairs of foods with their garnishes or accompaniments. Let us
see in detail about garnishing, food accompaniments, and some typical food-garnishing paired
with accompaniments.
 What is Garnishing?
It is the way of decorating the food or beverage so that it is aesthetically appealing for the
guests/customers. It works on the plate. Garnishing also harmonizes color, flavor, and taste of
the main dish.
Chopped herbs or small twigs of herbs, leafy vegetables, twirls of carrots or tomatoes, swirls of
fresh cream, fruit glaze, chopped nuts, seedless berries, and lemon zest or slices are used for
garnishing.
Desserts are garnished with dried fruits, fresh fruit zests, glazes, roasted or candied nuts,
frostings, chocolate curls, chocolate coated buts, or small pieces of sugar arts.
Drinks like cocktails and mocktails are garnished using fruit pieces and zests, mint leaves, and
castor sugar. Milk based drinks are garnished mostly with fruit pieces, cherries, chocolates, or
nuts.
 Do’s and Don’ts of Food Garnishing

The following are some important Dos and Don’ts to be understood in food garnishing −
 Place it where it seems just perfect.
 Contrast color schemes work best for garnishing.
 Do not overdo garnishing; this overshadows the main food.
 Do not reuse the garnish.
 Avoid being too elaborate.
 What is Accompaniment?
There are dishes that come along with accompaniments. These accompaniments complement
the main food and enrich its taste. It provides an aesthetic value to the main dish. The
accompanying food or beverage itself can have a garnish of its own. An accompaniment can be
inside the main dish or in a separate bowl.
The following are a few different types of accompaniments −
 Sauces and Dips
 Pickles
 Dressings
 Chips and Wedges
 Salads
 Gravies
 Beverages such as soft drinks or wines
 Breads
For example, grilled Hake fish served with potato chips and Pizza served with garlic bread,
cheese dip, and a carbonated beverage.
Review Question
1. What is Garnishing?
2. Do’s and Don’ts of Food Garnishing?
3. What is Accompaniment?
4.42 Popular Food Items with their Accompaniments

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The following are a few popular food items with their garnishing and accompaniments –
Food/Dish Garnish Accompaniment
Soups Chopped Cilantro/Fresh leaf of Salads/Breads/Crispy starters
Basil/Croutons/Cream swirls
Bouillabaisse Chopped herbs Country bread slices spread
with Rouille, a spicy
mayonnaise.
Farineaux Fresh basil leaves Grated cheese, pepper powder,
Spaghetti and Neapolitan tomato sauce.
Veg/Non-veg Not essential Potato/ Sweet potato chips,
burger aerated drinks or ale.
Indian Snacks Idli, Chhonk of clarified butter with mustard Coconut-Cilantro-Green Chili
Vada, and Dhokla and cumin seeds, and curry leaves. Chutney. Idli and Vada are
often accompanied with lentil
curry called ‘Sambar’.
Indian Onion or Not essential Tomato sauce or hot and sour
Chili Fritters chutney.
(Pakoras)
Mutton/Chicken/ Chopped coriander and caramelized Liquid gravy with lemon
Veg Biryani onion stripes. wedges and onion-tomato-
cucumber salad in curds.
Indian one dish Pao is garnished with butter and Bhaji Onion-Tomato-Cilantro salad
meal Pao-Bhaji with chopped cilantro and butter. with lemon wedges and mango
(Pao=bread, pickle.
Bhaji=Spicy
Stew)
Barbequed/Braiied Herbs Sauces
Beef/Game Meat
Roast Beef Herbs, Butter Horse Radish sauce
Fruit Salad Castor Sugar Yogurt
Irish Stew Herbs Worcestershire sauce and
Pickled red cabbage.
Poulet Grille Herbs in butter. Addition of grilled dices of
Americain tomato, mushroom, capsicum,
(American Grilled and potato.
Chicken)
Sage and Onion Pieces or Stripes of salad vegetables. Apple sauce and roast gravy.
Stuffed Goose
Fromage Assorti Castor sugar for crème cheese. Celery, Radish, Water Crest,
(Assorted Cheese) and Cracker Biscuits.
Veg/Non-veg Chopped fresh coriander Steamed Rice or Bread
Stew
Ice Creams Vanilla/Chocolate/Raspberry/Strawberry Waffle sticks or stripes.
Sauce, chopped nuts, Colorful candies,
Rose Petals
Review Question
1. Explain about few popular food items with their garnishing and accompaniments?
4.43 Wine Pairings

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 Cheese and Wine Pairings: There are no stringent rules for which wine goes well with
which cheese but one must observe the following guidelines while pairing wines with
cheese −
 Select wine and cheese originating from the same region.
 Dessert wines accompanying the desserts must be sweeter than the dessert itself.
 Cheeses go well with wines of contrast taste.
Wine Cheese
Champagne Brut, Extra Brut (Dry) Brie, Camembert
Champagne Sec, Demi-Sec, Doux (Sweeter) Cheddar, Gouda, and Parmesan
Shiraz Cambozola
Red Bordeaux Cheddar
Chenin Blanc Blue, Camembert

Pinot Blanc Baby Swiss, Brie, Camembert, and Feta
Cabernet Sauvignon Blue, Cheddar, Gorgonzola, Gouda, and
Parmesan
Cabernet Franc Blue, Brie, Cheddar, Gorgonzola, and Goat
Cheese
Chianti Mozzarella and Parmesan
Port (hails from Portugal and sweeter than Blue and Gorgonzola
other wines)
 Chocolate and Wine Pairings: Lighter chocolates contain more milk based-products
and less chocolate. Chocolates with light and elegant tastes are paired best with light-
bodied wines. The ones with more bitter taste are paired with intense flavored full-
bodied wines.
Review Question
1. What is Wine Pairings?
2. What is Cheese and Wine Pairings?
3. What is Chocolate and Wine Pairings?
4.44 Recipes
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 Standardized Recipes: A critical standardized recipe is one that, “has been tried,
adapted, and retried several times for use by a given food service operation and has
been found to yield the same good results under same procedures, equipment, and
quantity and quality of ingredients.”
Generally, popular menu items are developed using standard recipes, ingredients, and
presentation.
 Benefits of Standardized Recipes:
A standardized recipe can bring in the following benefits −
 Consistency in food quality.
 Consistency in nutrients per unit serving.
 Increase in customer satisfaction.

 Control on cost of food.
 Prediction of accurate yield.
 Reduction in food leftover and record keeping.
 Increase in the confidence of employees.
 Components of a Standardized recipe
A typical standardized recipe is composed of the following description −
 Recipe name/title − It is the name that describes the recipe in brief.
 Recipe section − It is the section that the recipe should be classified under (grains,
starters, desserts, etc.)
 Ingredients − Types (fresh/canned/cooked/uncooked/ground, etc.)
 Weight and measures of ingredients
 Method − This is a set of instructions to prepare a particular recipe. A method includes
guidelines for steps such as mixing, selecting pans, and setting the right cooking
temperature.
 Time − This includes preparation time, cooking time, and serving time.
 Serving size − It is the portion of food to be served.
 Critical Control Points (CCP) − They are control measures taken to avoid food safety
hazards. Every CCP includes control of time, preparation, and cooking temperature.
 Critical Standardized Recipes
Predicting the total yield for a particular number of customers and calculating weights of
ingredients accordingly is important in standardized recipes.
For recipe to be prepared for new lot of customers, the total yield changes. The new yield can
be calculated in the following two steps −
Step 1 − Calculate conversion factor as −
Conversion Factor = New Yield / Old Yield
Step 2 − Multiply the measure of each ingredient by the conversion factor to obtain the new
yield −
New Yield = Old ingredient quantity x Conversion factor
F & B Services - Beverage Service
Beverages play an important role in accompanying food. Beverages also enhance flavor of
main dish and help to cleanse the taste buds in between bites, and complement the dish.
Hot beverages such as hot tea or coffee, and hot chocolate are prepared in the kitchen and
generally served from the kitchen pantry. Cold beverages such as mocktails and alcoholic
beverages such as spirits, liquors, and cocktails come to the guests’ tables from bars.
Review Question
1. What is Standardized Recipes?
2. What are the benefits of Standardized Recipes?
3. What are the components of a Standardized recipe?
4. What is Critical Standardized Recipes?
4.45 Types of Bars

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A bar is a place where non-alcoholic and alcoholic beverages are served. It is equipped with a
back bar with necessary equipment such as bar tools, and glassware to serve the beverages.
The customers sit on tall push-down chairs around the counter.
The barmen or barmaids commonly known as bartenders prepare drinks and serve them to
the customers. There are some typical types of bars −
 Public − It is a bar in a public house which is open for public and not exclusive.
 Service Bar − It is for the staff.
 Portable − They are compact bars easy to set up for off-premise catering.
 Mini − It is a private bar located in VIP rooms, suites, or penthouses of the hotel.
Review Question
1. What is bar?
4.46 Bar Tools

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The following tools are necessary to serve beverages from bar −
 Bar Linen and Cocktail Napkins − They are used to save work area from any mess
while pouring the beverage.
 Pouring Spouts − They make smooth serving of beverage apportioned equally into the
glasses.
 Juice Containers − They are useful to save bartending time by keeping most
demanded juices handy.
 Cocktail Shaker Tins − They are suitable for mixing the ingredients of cocktails and
martinis well.
 Short Shaker Tins − They are used to shake small amount of drinks efficiently.
 Cocktail Strainer − It is used to sieve cocktails before serving.
 Corkscrew or Wine Opener − They are used to open corks of wine bottles.
 Bottle Opener − They are used to open caps of bottled beverages.
 Jigger − It is an alcohol measuring two-sided cup.
Lemon Zester − It is used for cutting lemon zest.

Bar Spoon − Also called muddler, is used for mixing beverages briefly.
Masher − It is used to mash ingredients to help release oils and flavors effectively.
Review Question
1. What is bar tools?
4.47 Food and Beverage Services - Preparation

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Imparting an out of the world meal experience requires a lot of preparation beforehand. Food
and beverage businesses work to bring out the best possible experience for their guests and
customers to achieve maximum customer satisfaction. All operations regarding food and
beverage service need preparations by anticipating guest arrival at any time during working
hours.
Let us see what all basic preparations are required to be done.
 Mise-en-scene
It is the activity of preparing the environment in the F&B Services establishment so that the
guests and the service staff find it hygienic and pleasant.
To prepare the environment, the staff carries out the following activities −
 Opening all windows and doors before working hours to let fresh air and sunlight enter
the venue.
 Ensuring menu cards and promotional material are presentable.
 Removing the furniture that needs servicing and handing it over to the maintenance
department or any outsourced agency.
 Vacuuming carpets if any.
 Switching on all lamps to check the fused ones.
 Mise en place
It is the activity of putting things in place to make the subsequent F&B Services smooth. The
serving staff carries out the following duties −
 Removing all soiled linen and replacing them with the fresh ones.
 Ensuring that the side board is well-equipped.
 Replenishing condiment containers, shakers, and water jugs.
 Polishing cutlery and glassware.
 Replacing pale flowers with the fresh ones.
 Preparing Side Boards (Dumb Waiters)
It is a piece of furniture with numerous compartments and shelves to keep condiments, water
jug or bottles, cutlery, food platters, and linens. Side boards are allocated for every station.
To prepare the side boards, the serving staff must place −

 The replenished containers of water, butter, and condiments.
 The dinner plates, side plates, glasses, mugs, and fingerbowls in the lower shelves.
 The linen, napkins, and dolly papers neatly and stalked.
 The cutlery in the appropriate sections separately according to the type.
 The condiments containers and shakers, water jug, butter dish, toothpick holders, straw
holders, on the upper shelf or board.
 Preparing Ice and Water
Ice and water are the preliminary requirements of any food and beverage service
establishment. Clean drinkable water is obtained from the water purifiers installed in the
service establishment. The purifiers are selected such that they can cater to large number of
people per hour.
Crystal clear ice in the shape of large cubes can be prepared in-house if the size of F&B
establishment is large enough to install the required equipment. The ice can also be purchased
from an outsourced ice-making business and stored in the freezers.
When the guests are seated, they are first served water at adequate temperature according to
the season.
Review Question
4.48 F & B Services - Preparing The Table

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Table setup plays an important role in contributing to the appearance of the table.
1. Principles of Preparing Covers
 Each table cover needs space of 24 to 30 inches wide.
 Crockery and cutlery must be placed 2 inches away from the edge of the table.
 Knives are placed on the right of the dinner plate whereas forks are placed on the left.
 Butter knife is placed on the side plate.
 The cutting edge of the knives must be towards the plate.
 Table napkin must be neatly folded and placed on the side plate.
2. Setting Table for Formal Dining
This type of table setup is required for formal events like corporate lunch or dinner, or a
wedding party. The formal dining contains multiple courses and second helpings are not
offered.
This table setup looks as follows −
3. Setting Table for Casual Dining

This table setup is required for informal events like holiday parties and family gatherings.
Casual dining can contain multiple courses and service staff offers or serves second rounds of
helping when a guest requests for it. This table setup appears as follows −
4. Setting a Buffet Table:

This set up is required for catering to large groups of people. Buffet table setting can be done
in numerous ways depending upon the size and shape of the place, the menu, and the number
of guests.
 The food items are placed in a sequence from lightest to heaviest, starters to desserts, or
coolest to warmest.
 Cutlery is placed on the guest tables.
 Glasses, cups, and saucers are placed on a separate table to avoid congestion.
 Table decoration pieces are placed such that they do not interfere with the food items.
 Plates are stacked not more than 15 plates per stack.
 Paper napkins are placed between the plates.
5. Preparing Condiments
The condiments are kept according to the theme of the F&B service. For example, if the
establishment is serving Italian food, the staff needs to prepare shakers of dried herbs, salt, and
pepper flakes. In European restaurants, they typically keep salt, sugar, and pepper as basic
condiments.
When the guests leave the tables, the serving staff needs to check the condiment containers and
replenish them if required.
6. Napkin Folding
Today, there are large varieties of napkins available in different colors and materials. Paper
napkins are used majorly for informal dining whereas for formal dining, linen napkins are
preferred.
Napkin can be folded in a number of attractive ways. They can be shaped as a flower, a
character, or some object. A well-folded and well-placed napkin on the plate grabs the
attention of the guests.
7. Food Presentation
Presentation of a food or beverage is equally important as its recipe as the other senses are
stimulated through sight and aroma. A well-prepared dish is complete only when it is
presented with beautiful garnish in an appropriate food container or platter. The serving staff
must follow the basic guidelines for food presentation −
 It must be presented at the required temperature.
 It must be presented according to the serving size.
 It must be presented in appropriate hollowware of suitable size.

 It is also recommended to serve food with the right garnish that adds to the catchiness
of the dish. The garnish in contrast color is quite appealing.
 The garnish or accompaniment should not overshadow the main food.
The cook needs to be creative at presenting the dish so well that the final result comes out as a
treat for not only the taste buds but also for the eyes.
8. Beverage Presentation
Beverage presentation gains a lot of importance in today’s world. Beverages taste good if they
are presented at the temperature at which they are meant to have. Right from selecting the
appropriate service glassware, creating various pleasant color schemes of the ingredients, and
serving the beverage with creative ideas pays.
For example, the coconut water from a tender coconut can be served in the neatly cut and clean
tender coconut itself from which it is taken out. Also, mocktails or cocktails can be presented
with straws and slices of fruits in different shapes and colors.
Food and Beverage Services - SOPs
When few tasks in an organization are required to be conducted repetitively, it is a good idea to
generate a set of Standard Operating Procedures (SOPs). These make the tasks in hand easy
and effective, and save a great deal of time and effort. SOPs also help to train the staff and
avoid silly errors.
Let us understand a few important SOPs set in F&B service establishments −
9. Laying Out a Guest Table
The procedure is as follows −
 Check the table linen for cleanliness and spread it on the table neatly to remove
wrinkles.
 Replace the table soiled linen if required.

 Ensure the dining type before the setting table layout: Formal or Informal.
10. Formal Dining Table Layout
For a formal table setup, place the tableware as follows −
 Place the dinner plate one inch from the table edge near the chair.
 Place the salad plate above the dinner plate.
 Place the forks on left of the dinner plate. Arrange the forks according to their size with
the largest fork nearest to the dinner plate.
 Place the spoons and knives on the right side of the dinner plate according to their size
with the largest spoon and knife near the plate.
 Place the dessert spoon and fork above the plate horizontally.
 Place the quarter plate on the left side of the dinner plate.
 Place the water and the wine glasses on the top-right corner of the dinner plate.
 Shape the clean linen aesthetically and place it on the extreme left.
11. Informal Dining Table Layout

For an informal table setup, place the tableware as follows −
 Place the dinner plate one inch inside the table edge near the chair.
 Place the forks on the left side in descending order of their size with the largest fork to
be closest to the dinner plate.
 Place dinner spoon and knife on the dinner plate’s right side.
 Place water and the wine glasses on the top-right side of the dinner plate.
 Shape the clean linen aesthetically and place it on the extreme left on the top of the
dinner plate.
12. Handling the Telephone Calls
The staff members who handle the telephone calls must be thoroughly aware of the work
system. The procedure for handling calls is as follows −
 Always answer the phone call promptly, within three rings. If it takes time to answer,
apologize to the customer.
 Speak with the caller attentively by avoiding any distractions around.
 Always inform the caller before transferring his call and putting him/her on hold.
 Always talk politely and respectfully to the customers by addressing women as
‘Madam’ and men as ‘Sir’.
 Ensure that you solve all the customer queries before terminating the telephonic
conversation.
 Speak clearly with a cooperative tone; do not speak loudly.
 Avoid domain jargons and informal words such as ‘Yup’, ‘hang-on’ or yeah.’ Instead,
use formal words such as ‘absolutely’, ‘please wait’, ‘Yes’, etc.
 Always end the phone call by saying, ‘Thank you for calling (sir/madam)!’.
13. Taking the Order
The orders for table reservation or food delivery can be taken on phone. Direct service orders
are placed and taken to the guest table.
14. Taking Orders on Phone
While taking orders on phone, the visual channel of communication is absent. Hence the staff
needs to listen to the caller attentively while taking order on the phone.
 Answer the customer’s call immediately and take the communication further cordially
by saying, “Good (morning/afternoon/evening), I am (own name); How can I help
you?”
 Pay a complete ear to the customer’s requirement of food, beverage, table reservation,
or any specific requirement.
 Note down the order details on a notepad.
 Inform the customer about time estimation of delivery if it is home delivery order. If it
is table reservation, confirm the timing of customer’s arrival and the total number of
persons to the customer.
 Repeat the order to the customer and take his confirmation.
 Ask for the address or confirm the address and contact number if it is already in the
database.
 End the conversation by greeting the customer and assuring him the best service.
 Hand over the order to the kitchen staff. Inform the delivery staff member in case of
home delivery. Inform the service staff members to prepare a table for the given
number of persons and the occasion in case of table reservation.
15. Taking Orders at the Table
This takes place when the guests are already seated.
 Ensure that the guests are seated comfortably.
 At the start, offer them welcome drink if any or chilled water.
 Offer them food and wine menus.
 Greet the guests and ask them courteously, “What would you like to have,
(Sir/Madam)?”
 Note down the order carefully.
 Confirm which variant of the food or beverage they wish to have; if there are multiple
variants of the same food item. Help the guests by suggesting the beverage or side dish
that goes well with the main dish if required.
 Repeat the items ordered with their respective quantities.
 Inform the guest about expected time of the order arrival.
 Leave the guest table and send the order to the kitchen.
16. Rules for Communicating with the Guests
Conversation with the guests is the backbone of any service-providing business. The
guidelines for conversing with the guests are −
 Keep upright posture and smiling face.
 Let them know that you are enthusiastic and eager to serve them.
 Be respectful to elderly guests, friendly with the same-age guests, and jovial with the
children.
 Keep the voice of speech audible and clear.
 Apologize if some food item or beverage has run out of the stock.
 While the guests are having their meals, make a brief round at the table to observe if
everything is fine.
17. Dealing with Unexpected Situations

The service staff actually must remain prepared to handle any unforeseen circumstances which
include
 Handling spill-over of food or drink while serving.
 Dealing with highly drunk gusts.
 Dealing with guests who are physically challenged or the ones who show difficulty in
communicating.
 Dealing with hyper-active toddler guests.
 Dealing with unwelcomed situations such as large fire hazards.
18. Loading and Carrying Trays
The service staff needs to be careful while carrying the trays in their hands and going around
the dining area. They need to follow the given rules −
19. Loading the Trays
 Do not overload the tray.
 Place the items on the tray such that the load is evenly distributed.
 Alter the position of drinks or food promptly every time something is removed from the
tray.
20. Carrying the Trays
 Carry one tray at a time.
 Carry the tray with a firm support of the palm with fingers wide open.
 Hold the tray on the left palm slightly above the shoulder.
 Hold it little away from neck and mouth for hygienic reasons.
21. Serving Food and Beverage
Following are some meticulous ways while serving food or beverages.
 Bring food to the guest table if it is not a buffet service.
 Present the food from guest’s left side in case of formal dining.
 Prepare the food plates from the kitchen and place them on the guest table in case of
casual dining.
 Ask the guests if they need help to serve the food.
 Serve one food item at a time.
 Serve the eldest lady guest of the group first unless the lady herself is a host. After all
ladies are served, serve the men guests starting from the oldest.
 Always present a dish with its respective serving spoon.
 Tilt the service bowl a little to bring east in serving and take it away after serving.
 Always present the ordered drink in an appropriate glass by informing its name to the
guest.
 When same wine is offered in consecutive courses, serve it in the same wine glass. If
wine is changed then replace the glass with fresh one.
 Always tilt the glass while pouring drinks or fuzzy drinks so that its head and aroma is
held.
 Do not bend over served plates while serving other plates across the table. Move as
near as possible to the plate in which you serve.
22. Clearing the Tables
It is important to clear the table between two dining sessions by following procedure −
 Clear the table first when the guests finish their main course.
 Clear it for the second time just before the guests leave the table.
 While clearing, first remove all the pieces of flatware and chinaware except table linen
and center piece. Let the dessert flatware remain in case of first clearing.
 Let wine glasses be on the table even after the main course.
 While clearing, pickup one plate at a time and place on the tray carefully. In case of
formal dining, replace the removed plate by a fresh one so that table cover of the guest
is never empty.
 Do not overload the tray with pile of used plates; make extra rounds to the table if
required.
23. Presenting Bills to the Guest and Settling Them
Before presenting bill to the guest, make sure the guests don’t want to order anything more.
There are many policies of setting guest bills in the F&B establishments. Some prefer the
guests pay cash at the cash collection counter. In such case, the serving staff must accompany
the guest to the payment counter to ensure only the right amount is charged to the guest.
Some F&B Services businesses prefer to bring bills (or checks) to the guests’ tables and get
them settled. While presenting and settling the bill, follow the given steps −
 Ask politely, “Should I bring you the bill, Sir/Madam?”
 Once the guest confirms, ask how he/she would like to pay. It should be either credit
card, debit card, or cash.
 Go to the payment counter to prepare the bill.
 Cashier prepares the bill according to the table number told by waiter.
 Present the bill in a small closed folder to the guest from his/her left side.
 Stand beside the guest till the guest examines the bill.
 If the guest pays by cash, take it and deposit the amount at the payment counter. If the
guest wishes to pay by card, take the guest’s signature on the bill, and take the card
and bill to the payment counter. If the establishment has facility of mobile card-
payment service, take the transaction device to the guest table.
 The cashier returns the balance amount if paid by cash. If the payment is by card, he
ensures the card’s expiry date and accepts the payment.
 Bring back the copy of printed bill and any change or the card to the guest.
 If the guest insists to take the tip, mention your thankfulness with smile.
 When the guest stands up to leave the table, pull the chair backwards by informing
him/her to help to get out of the chair gracefully.
 Thank the guest for his/her visit and invite him/her to visit again.
Review Question
1. Explain each of the following:
a. Principles of Preparing Covers
b. Setting Table for Formal Dining
c. Setting Table for Casual Dining
d. Setting a Buffet Table:
e. Preparing Condiments
f. Napkin Folding
g. Food Presentation
h. Beverage Presentation
i. Laying Out a Guest Table
j. Formal Dining Table Layout
k. Informal Dining Table Layout
l. Handling the Telephone Calls
m. Taking the Order
n. Taking Orders on Phone
o. Taking Orders at the Table
p. Rules for Communicating with the Guests
q. Dealing with Unexpected Situations
r. Loading and Carrying Trays
s. Loading the Trays
t. Carrying the Trays

u. Serving Food and Beverage
v. Clearing the Tables
w. Presenting Bills to the Guest and Settling Them
4.49 F & B Services - Hygiene & Safety

It is an extremely important responsibility of every F&B Services to serve their guests hygienic
food and beverages. The guests keep faith in F&B Services businesses that they will provide
them the best food and serve it the best careful manner. The F&B services are bound to
provide safe-to-eat food that is prepared by following hygiene and sanitation practices.
 Importance of Hygiene in F&B Service
F&B services have direct access to guests’ health through food and beverages. The working
staff handles every food and drink item closely that the guest is going to eat. Hence, if these
services do not follow proper practices of hygiene and sanitation, the guests might get
foodborne diseases such as food poisoning, nausea, diarrhea, or vomiting.
Food contamination can occur through unwashed vegetables, uncooked meat, soft cheeses, and
unpasteurized milk. If the food preparation and serving equipment used in F&B Services are
not clean, then they become primary source of food contamination.
 Types of Food Contaminations
There are three main sources of food contamination −
 Physical − This is accidental in nature and is caused by employee carelessness. The
major culprits are air, dust, smoke, and dirt. To prevent this, food must be properly
covered and stored.
 Biological − This contamination is caused by pathogens and microorganisms such as
bacteria, molds, parasites, and fungi.
 Chemical − It is accidental contamination of food caused by cleaning solvents, pest

control sprays, or other chemicals used in entire food production chain. This food
contamination occurs when utensils or other tableware are not wiped dry after washing
them using cleaning liquids. It also takes place when the food is not stored properly
when pest control chemicals are sprayed.
 Hygiene Concerns of F&B Services Staff
Personal hygiene is essential when one handles the food or beverage that the other is going to
consume. The service staff must follow the given basic principles −
 It is said that the hygiene starts from home. Perform your daily cleanliness regime
without any excuses.
 Wash hands and arms immediately −

o When you come from toilet.
o When you sneeze, blow nose, yawn, or cough covering your mouth with hands.
o After eating food, tobacco, or touching animals.
o After you touch hair, scalp, skin, or any body-opening.
 Wash hands with mild cleansing soap and warm water; not merely with running water.
 Wipe sweat often.
 Do not smoke or eat tobacco while working.
 Cover cuts, burns, or wounds on the skin.
 Keep hair and nails trimmed.
 Try using hand gloves as much as possible. Kitchen staff must use toque.
 Do not work when facing cold, cough, or any other contagious diseases. Inform your
superior staff if you are not well.
 Do not touch ready-to-eat food directly. Always use gloves, serving tongs deli papers,
or forks to handle such food.
 Do whatever required to let not your skin, body fluids, or any clothes you are wearing
to come into contact with food or food containers.
 Ensure a clean uniform.
 Do not wear loose jewelry. Avoid wrist jewelry.
 Hygiene Concerns of F&B Services Business
Any food business must be concerned about −
 Training all food handling and service staff with a detailed knowledge of food and
equipment hygiene and safety.
 Ensuring food handlers and servers not to handle food in case of contamination
possibility.
 Supplying hand-washing facilities with soap, running hot water, and paper towels for
its staff.
 Food Safety Concerns
Every F&B Services business must also be concerned about food safety and adhere to safety of
food and beverage it serves. It must ensure −
 Marking Date on Food − The perishable ready-to-eat food refrigerated for more than
24 hours must be clearly marked at the time of preparation to indicate the date by
which the food should be consumed.
 Storing of Food − Hot and cold foods and beverages need to be stored at the right
temperature. The food temperature measuring devices must be accurate.
 Cleaning Equipment − The area and facilities allocated for cleaning food preparation
and service equipment must be large enough to immerse the utensils and sanitize them.
 Limiting Cross-Contamination − Storing raw food such as raw meat or vegetables
from cooked food is essential to avoid cross-contamination of the food.
 Employing FSS − The F&B Services businesses must employee at least one Food
Safety Supervisor depending upon the business size.
 Safety of F&B Services Staff
Hygiene and safety of food starts right from selecting raw material carefully, preparing food
with health and safety cautiousness, and serving it in the clean environment.
The service staff must −
 Attend duty in clean and tidy uniform.
 Wear less jewelry while working. This avoids entangling articles and calling for
trouble.
 Be aware of the equipment and their appropriate application.
 Be careful of handling hot food and beverages.
 Clear spillages on the floor immediately.
 Never run in the workspace.
Review Question
a. F & B Services - Hygiene & Safety
b. Importance of Hygiene in F&B Service
c. Types of Food Contaminations
d. Hygiene Concerns of F&B Services Staff
e. Hygiene Concerns of F&B Services Business
f. Food Safety Concerns
g. Safety of F&B Services Staff
4.50 What is Food Production?

Food production, as the name suggests, is all about preparing food, in which raw materials are
converted into ready-made food products for human use either in the home or in the food
processing industries. Its process comprises of scientific approaches. Food production has many
sections and it starts with basic things like cleaning, packing, segregating, sorting, preparing,
adding ingredients in correct proportions, presenting, etc.
Review Question
1. What is Food Production?
4.51 How is Food Produced?

There are large numbers of plant and animal products, which are used for our well-being. They
provide us with food, which comes from both plants and animals. These include grains, pulses,
spices, honey, nuts, cereals, milk, vegetables, fruits, egg, meat, chicken, etc. The existence of
our life is completely depended on plants and animals. Altogether, plant and animal species
provide 90% of global energy.
Review Question
1. How is Food Produced?
4.52 Types of Food Production
Food production is further classified into different types including, cultivation, selection, crop
management, harvesting, crop production, preserving, baking, pasteurizing, pudding, carving,
butchering, fermenting, pickling, drink and candy making, restaurants, etc.
4.53 Methods of Food Production

 Chopping or slicing of vegetables.
 Curing food.
 Grinding and marinating.
 Emulsification.
 Food fermentation.
 Fermenting beer at brewing industries.
 Boiling, broiling, frying, grilling, steaming and mixing.
 Pasteurization.
 Fruit juice processing.
 Removing the outer layers either by peeling and skinning.
 Gasification of soft drinks.
 Preserving and packaging of food products by vacuum packs.
The hospitality industry is a part of the service industry that includes lodging, amusement parks,
tourism, transportation etc. A hospitality unit like restaurants, bars, hotels etc., consists of many
sections of cooking, cleaning, managing, etc.
Education plays a critical role in this profession. Food production is not just cooking and
serving. Apart from this, they have to invent, assume, build and manage people.
It is growing very fast and there are many opportunities in the hospitality industry. Food and
beverages industry is one of the major contributing sectors under the hospitality industry.
There are many sources of ready-made food like hotels, caterings, event organizations etc. To
know more about these, it is essential to know how food is processed in the kitchen.
4.54 Menu Preparation

Food and beverages form an integral part of the human culture. Ever since human culture
started evolving, food and beverages preparation also went on finding new ways. Today, every
country flaunts a different line of food and beverages prepared in authentic culinary ways.
Over the past several years, various food and beverages have been developed using local crops,
meats, fruits, and vegetables, and trying different recipes with them. This manner of
development contributed in the authenticity of the food and beverages to a great extent.
4.55 What is Menu?

It is a detailed list of food and beverage offerings with their respective prices. It is prepared by
a food and beverage service businesses to keep the customers informed about the availability
of various F&B items.
A good menu must −
 Present clear, unambiguous information.

 Adhere to food safety and nutrition policies of the business.
 Meet or outstrip guests’ expectations.
 Meet the quality standards of the business.
 Be truthful in describing the taste and preparations.
 Be strictly going with the production and service facilities of the business.
4.56 Restaurant Menu Preparation

The restaurant menu should be planned well by considering various aspects of the food outlet.
There are myriad menus available right from breakfast, lunch, small bites, up to dinner. The
following information is gathered before planning food and beverage menu for a commercial
kitchen.
 What kind of food outlet is it? (Vintage, Contemporary, Modern, Theme, Bar, and
more)
 What is the name of the outlet?
 What is the expanse of food items, their accompaniments, and beverages the owner
wishes to keep?
 Which information needs elaboration for food and beverages?
 What tone of language is required? (formal/informal)
 What types of names and category headings would best suit for the food and beverage
items?
 What design, images, colors, and typeface would look best for the menu?
 Are the graphic details relevant to the food outlet theme?
 How large should the menu be on paper?
These days, numerous apps such as MenuPro, FineDine, MenuExpress, InnMenu, and more
are readily available to create catchy and engaging menus. A good menu design is a treat for
eyes that drive the guests to place orders.
Depending upon the expanse of physical outlet and service, and the variety of food and
beverages it offers, the menu design and details change.
4.57 Menu Planning

This is the selection of menu in advance for an upcoming event. Menu planning plays an
important role in customer satisfaction.
Menu planning is beneficial in the following areas −
 Purchasing of essential material in advance.
 Pricing of the food.
 Guiding the food preparation.
 Evaluating the dietary needs.
 Evaluating the food in terms of necessary improvements.
The menu must be planned such that it goes well with the theme of the F&B outlet and it must
be a good bargain for food price and dietary value.
4.58 Ethnic Food Menus

There are various cuisines around the world. Each cuisine involves a lot of preparation. The
following most famous ethnic menus are prepared in various cuisines around the world
1. Indian Food Menu

Indian food is perhaps as diverse as its culture and offers a lot more than curries and gravies. It
balances all tastes — savory, sweet, salty, and sour. Indian food broadly goes according to the
regions where it originates such as Northern, Southern, Western, and Eastern. Within regions it
is varied according to states such as Kashmiri, Punjabi, Gujarati, Marathi, Keralite, Bengali,
and so on. It is an authentic combination of the base food paired with aromatic herbs
nuts, and spices.
It includes various appetizers, snacks and their accompaniments, veg and non-veg stews,
various types of flat breads, plain or spicy lentils, rice preparations, sea-food, street food, and
sweets made of milk products and nuts.
Indian food is eaten using one’s clean fingers because that way, the flatbreads are easy to
portion. The spoons and forks are used for having snacks, curries, stews, rice, curds, or sweets
when the need arises. Authentic Indian food is generally served in copper or brass bowls and
plates or you can have it on fresh banana leaves or Patravali (Plates made of dried leaves),
which help to save efforts of cleaning and disposing.
A few popular Indian foods are −
 Poha (beaten rice soaked and cooked by adding chopped vegetables and cilantro)
 Aloo Bonda (Boiled, mashed, and flavored potatoes enwrapped with lentil flour and
deep fried)
 Kadhai Panner (Savory cubes of cottage cheese in thick tangy curry or gravy)
 Veg Kolhapuri (Wholesome vegetables cooked in spicy red gravy)
 Rajma (Black beans cooked in spicy gravy)
 Biryani (Aromatic and flavored rice dish cooked with vegetables or meat)
 Sarson-da-saag (Mustard leaves cooked with chili, garlic, and mustard oil)
 Jalebi (Coils of flour batter deep fried and dipped in sugar syrup)
 Gulab Jamun (Deep fried balls of milk powder and flour soaked into sugar syrup)
2, French Food Menu

France boasts of a wide range of cuisines. The cuisines follow authentic traditional cooking
practices. French food caters to the preparation of appetizers, salads, soups, stews, side and
main dishes, and desserts. A large variety of classic food is prepared using red and white
meats. Recipes have evolved with seafood, fruits, cheeses, vegetables, pastries, and chocolates
using authentic sauces and dressings.
The following are some traditional French dishes are −

 Soupe a l'oignon (Onion soup in meat stock)
 Petits Pates a la Sage (Little pies of sage)
 Ratatouille (Traditional vegetable stew)
 Coq au vin (Rooster in wine)
3. Italian Food Menu
Italian food boasts of classically prepared pizza bases baked with savoury toppings of
vegetables, meat, and cheese. It also includes a wide range of pastas of various shapes and
sizes cooked and served with authentic Italian accompaniments and sauces.
The local customs of baking and cooking provide a large array of soups, salads, snacks, meals,
and desserts from Italian cuisine. The food is often accompanied with beverages such as wine,
champagnes, or other similar drinks.
The following are some popular dishes in Italian cuisine −
 Bellini (a cocktail made with white peach puree and sparkling wine.)
 Caprese Salad
 Cacciuco (Seafood stew)
 Risotto Alla Milanese (Saffron Rice)
 Arancini Veneziani (Venetian Rice Fritters)
 Braciola (Italian Beef Rolls in Tomato Sauce)
 Spinach and Mushroom Lasagna (Baked sheets of flour separated by stew and
cheese)
4. Chinese Food Menu

They say, Chinese food is the tastiest in the world. It includes soups, snacks, and meals
prepared with rice, noodles, vegetables, meats, seafood, sauces, and seasonings. The stir frying
manner of cooking brings crunchiness, texture, and adds a great flavor to various Chinese
dishes.
Chinese food is prepared with crunchy or leafy vegetables, bean sprouts, a variety of
mushrooms, bamboo shoots, tofu (soybean curds), and spices such as chilies, ginger, Chinese
celery, and garlic. The food is consumed using traditional chopsticks and spoons. The table
setting displays porcelain bowls and spoons for soup, a large bowl for food kept on the flat
plate underneath, Rice bowl, and a pair of chopsticks with resting stand.
The following are some traditional Chinese dishes −
 Gong Bao Chicken (Diced chicken cooked with dried chili and fried peanuts).
 Ma Po Tofu (Tofu cubes cooked with pepper powder, ground beef, and green onions).
 Wontons (Triangles of flour added in soup).
 Dumplings (Small dough disks filled with minced meat or spicy chopped vegetables,
closed, and steamed).
 Spring Rolls (fried cylindrical rolls that enwrap minced meat or vegetables).
 Chow Mein (Cooked and stir fried vegetables in savory sauce).
Chinese food includes a cup of tea as beverage. No aerated drinks are served as part of
authentic Chinese meal. Desserts are not commonly consumed in Chinese cuisine except on
special occasions. The meal is generally completed with fruits.
5. Thai Food Menu

Thai food is popular for the aroma it brings with the addition of lemongrass, lemon leaves,
galangal, chili, and aromatic herbs. The base food is vegetables, meats, eggs, sauces, noodles,
and rice. A complete Thai meal comprises of snacks, salads, soups, one-dish meals, and
desserts. It makes a blend of great taste and treat for eyes too.
As per the traditional customs, the soups are enjoyed along with rice and noodles; not before.
The rice or noodles are topped with the toppings of choice and consumed with spoon. Some
popular Thai dishes are −
 Tom Yam Goong (Jumbo prawns in savory hot and spicy sauce)
 Pad Thai (Noodles with tofu, sprouts, fried onion, chili sauce, and finely powdered
peanuts)
 Kuay Tiew (Noodles served in vegetables and meat broth)
 Gai Med Ma Moung (Chicken in soy sauce, garlic, honey, and cashew nuts)
 Kao Phad (Fried rice)
 Massaman Curry (Meat and potato cooked in cinnamon flavored curry)
6. Mexican Food Menu

Mexican line of food is famous for spicy and tangy taste. It includes salads, snacks, one-dish
meals, elaborate meals, and desserts.
The basic food items in Mexican cuisine are −

 Tortillas (Corn flour or wheat flour disks)
 Fajitas (Grilled meat on tortilla)
 Tacos (Small tortilla partially enwrapping the filling)
 Quesadillas (Wheat or corn tortilla filled with cheese and meat or vegetables)
 Nachos (A Texan-Mexican or Tex-Mex snack with savory flavored tortilla chips)
 Enchiladas (Corn tortillas rolled around a filling of cooked meat, seafood, beans, or
vegetables and covered with a chili pepper sauce and cheese)
 Empanadas (Baked or fried stuffed bread or pastry)
Corn, black beans, native fruits and vegetables, herbs, and meats are integral ingredients of
Mexican food. A few popular Mexican dishes are −
 Chicken-mango-jalapeno salad
 Mango-pineapple salsa
 Prawn fajita with avocado cream

 Mexican chicken stew
 Grilled chicken nacho
7. Dessert Menu
This menu displays puddings, cakes, tarts, ice creams, smoothies, fondues, sundaes, sweet pies,
and ice creams and frozen yogurts along with their respective prices.
 Frozen Desserts − They are usually popular with people from all ages and walks of
life. They are always served chilled. The following are some mouthwatering frozen
desserts are −
 Ice Cream/Gelato (Italian for ice-cream) − They are primarily same with just a little
difference in composition of milk, custard, water, and eggs. In India, frozen desserts
are prepared with thick full cream milk and fruit pulp or crushed nuts and saffron. It is
popularly known as ‘Kulfi’. Kulfi is served on stick or in terracotta pot called ‘Matka’.
 Sorbet − It is a frozen dessert made of fruit juices, dessert wines, and ice shaves. It is
flavored by a variety of edible food colors and essences. In contrast to ice cream,
frozen dessert appears icier than milky.
 Frozen Yogurt − It is made by freezing flavored yogurt. It also contains less fat, sugar,
and thus less calories as compared to ice creams.
4.59 Housekeeping
As the name signifies, housekeeping means up-keeping of
the house. Now the question comes, what is upkeep?
Upkeep means keeping a clean, comfortable and safe house.
Housekeeping department in a hotel is responsible for the
cleanliness, maintenance and aesthetic upkeep of the
property. To make a hotel pleasing to a guest, it is a task of housekeeping to ensure the basic
human need of comfort and security. Thus the personal efforts of the department make in giving
the guest desirable rooms which have a direct bearing on the guest's experience and expenditure
during their stays.
Housekeeping is a commercial lingo for basic housekeeping. We all are well versed that it is a
lady in our homes who take care of the house. It is surprising that the tradition is here since a
long run. Maybe the same reason, this tradition extends to the hotel as well as where the
housekeeper, in most cases is a woman.
The concept of housekeeping is simplistic but when one considers maintaining a house of
several hundred rooms and numerous public areas, the task becomes gigantic. It takes a well-
organized approach and technical understanding to enable housekeeping to cope with the
volume of work. The work performed by housekeeping department is critical to the smooth and
efficient operation of any hotel. This department is also responsible for every aspect of the guest
room that is to provide all the required guest supplies and material according to the guest
request during their stay. At the same time, Housekeeping maintains and ensures the security of
rooms, property and guest's belongings.
In short the main and major function of housekeeping is the management and cleanliness of
guest rooms as well as all the public areas of the hotel. Hotel department may be divided into
the Front of the house and back of the house and housekeeping works as the "Back of the
house" OR they are also called "Heart of the house" Housekeeping department's staffs are those
staffs which have very little or no direct contact with the guest.
4.60 Different Sections and Layout of Housekeeping

There is not any particular layout of the housekeeping department. It depends upon the hotel
size, system and volume of business in the hotel. One has to pay great attention while planning
the layout, as the layout should ensure smooth traffic flow and an efficient and energetic work
on time.
It is important to have different sections separately within the department in order to run and
operate day to day functions in more effective and efficient and comfortable manner that makes
the staffs work independently without getting disturbed. The sections should be planned in such
a way that these are easily accessible in a short period.The different sections within
housekeeping are:
1. Executive housekeeper office
An executive housekeeper has no plan, counsel, and brief and meets her subordinates. The
office should be private and peaceful. It should preferably be glass pended office so as to give
him/her a view of what is happening outside of the hotel. The office should be laid by a cabin
for the secretary who would control the movement into the housekeeper office.
2. Desk control room
The room acts as a nerve system center for the coordination and communication with the front
office and other departments. The desk control room should have a large notice board to pin up
staffs schedule and day to day instructions. The desk control room is the point where all staffs
report for duty and check and check out at the end
3. Linen Room
This is the room where current linens are stored for issue and receipt. The room should be large
and airy and free from the heat and humidity. It should have adequate shelves and should be
easily accessible to stack all the linen. It should be secured and offer no possibilities of
pilferage. The linen room should have a counter across which the exchange of linen takes place.
The room should be perfectly be adjoining the laundry so as to supply linen to form the laundry.
4. Linen room store
This room stocks the uniform in urgent cases. It is possible that smaller hotel may choose to
combine the unifor room with the linen room. A separate uniform room depends on the volume
of uniform in circulation. The only difference is that the uniform room would have adequate
hanging facilities as many uniforms are best maintaine when hung.
6. Tailor's room
(source wwwTravelblogorg.com)
This room is kept for house tailor who attends to the stitching and patch up work of linen and
uniforms. Room avoided if the mending and stitching jobs are done on a contract basis.
7. Lost and Found section
This section should be small and airy with cupboards to store the guest articles lost or may be
claimed later. 8. Flower room
This should be air conditioned room to keep the flower fresh. The room should have worked
table, a sink with water supply and all necessary tools required for flower arrangement.
9. Laundry
(source arreoMl3L.idrynews.com
This is an important section under housekeeping which is responsible for cleaning of all fabrics
used in a hotel. This section should be adjacent to linen room so as to avoid excessive steps.
Laundry should ensure the cleanliness and drying of all guest clothes, employee uniforms and
linen to the best-assured standards.
4.61 Housekeeping Layout

Housekeeping layout differs from hotel to hotel. Layout totally depends upon the size and
facility limitation. However, if the housekeeper is involved in the facility of the planning stage,
he or she must be aware of the number of functions, room, and volume of business anticipated
so as to planned accordingly. She must also
determine whether the management intends to contract the horticulture, tailoring, maintenance,
upholstery, etc it is wise to analyze and estimate in advance the traffic flow and size of
equipment, trolleys, etc so as to ensure the smooth flow of work.
ORGANIZATION CHART
4.62 Job description of housekeeping personnel

1. Executive Housekeeper
Executive Housekeeper ensures confirmation to policies and procedures as laid down by the
management. Staff rescheduling Executive Housekeeper manages staff scheduling as demanded
by the room occupancy and banquet function Staff conduct
Policy and procedure

♦ Executive Housekeeper ensures discipline, growing etiquettes of housekeeping staff.
♦ Executive Housekeeper checks all the public areas and rooms and sees the standard of
cleanliness.
♦ Executive Housekeeper prepares duty roaster for staffs.
♦ Executive Housekeeper co-ordinates with purchase manager for the purchase of linen and
other fabrics.
♦ Executive Housekeeper coordinates with human resource department regarding the
recruitment of staff.
♦ Executive Housekeeper supervises the staff working under him or her.
♦ Executive Housekeeper trains the new recruitments.
♦ Executive Housekeeper is responsible for setting par stock level and sanction for
uniforms.
♦ Executive Housekeeper checks the working for the equipment.
♦ Executive Housekeeper holds a meeting with the housekeeping staff.
♦ Executive Housekeeper prepares plans and policies concerning house-keeping .
2. Assistant executive housekeeper

♦ Assistant executive housekeeper acts as an executive housekeeper in the absence of
executive housekeeper.
♦ Assistant executive housekeeper assists the executive housekeeper on daily functions.
♦ Assistant executive housekeeper helps the executive housekeeper in preparing duty

roaster.
♦ Assistant executive housekeeper physically checks the areas to see that they are cleaned
up as per the hotel standards.
Assistant executive housekeeper

♦ Assistant executive housekeeper trains the staff working under him or her.
♦ Assistant executive housekeeper checks the occupancy report.
♦ Assistant executive housekeeper checks the room attendance report.
3. Floor supervisor
♦Floor supervisor assigns duties to the room attendants.

♦Floor supervisor responsible for cleanliness and the upkeep of the assigned floors. ♦Floor
supervisor prepares occupancy report.
♦Floor supervisor ensures the supply of guest amenities to the rooms.
♦Floor supervisor maintains the record of all room linens. ♦Floor supervisor reports for
maintenance to the housekeeping control desk. ♦Floor supervisor handle guests complain.
♦Floor supervisor looks after each and every responsibility of the floor which is been
assigned to him
4. Public area supervisor
Public area supervisor

♦ Public area supervisor assigns the duties to the house men.
♦ Public area supervisor responsible for the cleanliness and the upkeep of the public areas.
♦ Public area supervisor report for any maintenance to the public area to the control desk.
♦ Public area supervisor prepares the job orders form.
♦ Public area supervisor supervises press control activities.
5. Linen room supervisor
♦ Linen room supervisor controls and check up the soiled or fresh linen and uniform to and
from the linen room.
♦ Linen room supervisor issues linen and uniform to the staffs of the hotel.
♦ Linen room supervisor controls the linen room. To control the linen room properly is the
top most responsibility of linen room supervisor.
♦ Linen room supervisor checks the linen store periodically.
♦ Linen room supervisor maintains the linen control sheet.

♦ Linen room supervisor maintains the uniform control sheet.
6. Control desk supervisor
♦ Control desk supervisor listens to the guest complaints and handles to the best possible.
♦ Control desk supervisor prepares housekeeping report that is a copy of which is sent ti
the front office.
♦ Control desk supervisor co-ordinates with the maintenance department.
♦ Control desk supervisor prepares job order form.
♦ Control desk supervisor conveys the messages to upper levels.
♦ Control desk supervisor controls the movement of keys.
♦ Control desk supervisor enters the lost and found items.
♦ Control desk supervisor co-ordinates with all the staffs of the department.
♦ Control desk supervisor maintains log book provided in the desk.
7. Room attendant
Room attendants
♦ Room attendants clean all the guest rooms

♦ Room attendants clean the assigned floor.
♦ Room attendants change the guest linen.
♦ Room attendants fill up day to day guest compliments and supplies.
♦ Room attendants are in charge of all assigned service and trolleys.
♦ Room attendants help in preparing room occupancy report and room attendant report.
♦ Room attendants replenish service trolleys with guest supplies, delegate linen, etc.
♦ Room attendants report for maintenance to the control desk if it is needed.
8. Public area attendant
9. Gardener
♦ Gardeners are responsible for maintaining all gardens of the hotel. For example planting
flowers, taking care of flowers watering flowers, etc.
♦ They are responsible for taking care of plant and trees of the garden.
♦ They are responsible for keeping the hotel garden beautiful as it builds a good image of the
hotel to the guests.
Exercise: Part A & B

1. Give an overview on the impacts of tourism.
2. What do you mean by lodge?
3. What is lodging industry?
4. Write short notes on Food Service Industry. 2018 (13.a)
5. Define hotel according to British law. 2019 (11.a)
6. What is Motel and Resort? 2018 (13.d.)
7. Discuss the classification of hotel on the basis of size and star system. 2019 (11.c.)
8. Discuss the classification of hotel. 2018 (11.c)
9. What are the differences between Hotel and Motel? 2019 (5a)
10. Name some of the International Chain Brands of Motets that operating in
Bangladesh. 2019 (9.a)
11. Major functions of Housekeeping department. 2019 (14.d.)
12. What are the major operational departments of hotel? 2018 (11.b)
13. Describe the major functions of Front Office department in a hotel. 2019 (11.b)
14. What are the service of a full service hotel? 2019 (11.b)
15. What are the amenities of a full service hotel? 2019 (11.b)
16. What are the major activities of F&B service and FAB production?2019 (5.b)
17. What is
a. revenue per available room?
b. average daily room rate for guest?
c. percentage of occupancy?
d. income before other fixed charges?
e. full-service hotel?
f. limited-service hotel?
g. resort hotel?
h. convention hotel?
18. What does the bed - and - breakfast (B & B) establishment demonstrates?
19. What is timeshare Resorts?
20. What is lodging organizations?
21. What are the sources lodging information?
22. What is food service industry?
23. Explain the structure of the food service industry.Explain the meeting planners.
24. What are the nature of lodging industry?
25. Explain the trend in the lodging industry.
26. Explain each of the following briefly.

i. Classification of Hotel on the Basis of Size
ii. Small Hotel
iii. Medium Hotel
iv. Large Hotel
v. Very Large Hotel
vi. Classification of Hotel on the Basis of Star
vii. One Star Category Hotels
viii. Two Star Category Hotels
ix. Three Star Category Hotels
x. Four Star Category Hotels
xi. Five Star and Five Star Deluxe Category Hotels
xii. Classification of Hotel on the Basis of Location
xiii. Down Town Hotels
xiv. Airport/Transient Hotels
xv. Resorts
xvi. Motels
xvii. Sub Urban Hotels
xviii. Classification of Hotel on the Basis of Clientele

xix. Down Town Hotels
xx. Airport Hotels
xxi. Resorts
xxii. Motels
xxiii. Conference Centers
xxiv. Convention Hotels
xxv. Casino Hotels
xxvi. Suite Hotels
xxvii. Boutique Hotels
xxviii. Classification of Hotel on the Basis of Length of Guest Stay
xxix. Extended Stay Hotels
xxx. Semi-extended Stay Hotels
xxxi. Brief Stay Hotels
xxxii. Classification of Hotel on the Basis of Levels of Service
xxxiii. Luxury/ Upmarket/World Class Service Hotels
xxxiv. Mid-market/Middle Class Service Hotels
xxxv. Economy or Limited Service Hotels
xxxvi. Classification of Hotel on the Basis of Ownership of Guests
xxxvii. Condominium (or condos) Hotels
xxxviii. Timeshare Hotels
xxxix. Classification of Hotels on the Basis of Affiliation
xl. Chain Hotels
xli. Substantial Discount
xlii. Personnel
xliii. Promotion
xliv. Reservation
xlv. Financing
xlvi. Independent Hotels
xlvii. Classification of Hotel on The Basis of Management
xlviii. Management Contracts
xlix. Determination of Fees

l. Franchising
li. Referral Groups or Organization
lii. Supplementary Accommodation
liii. Supplementary Accommodation
liv. Caravan Camping Sites
lv. Tourist Bungalows
lvi. Circuit Houses
lvii. Dak-Bungalows
lviii. Dormitories
lix. Railway Retiring Rooms
lx. Traveller’s Lodge
lxi. Holiday Camps
lxii. Private Household
lxiii. Holiday and Conference Centres
lxiv. Breakfast Establishments
lxv. Boarding Houses
lxvi. Forest Lodges
lxvii. Some Unusual Types Of Hotels
lxviii. Garden hotels
lxix. Pop-up hotel
lxx. Capsule Hotel
lxxi. Destination hotel
lxxii. Ice hotel
lxxiii. Tree hotels
lxxiv. Bunker hotels
lxxv. Cave hotels
lxxvii Underwater hotels
27. Explain the management of Commercial Lodging.
28. Explain the Regulation of Commercial Lodging.

29. Explain each of the following departments of a hotel.

a. Major operational departments of a hotel.
b. Housekeeping departments of a hotel.
c. Food and Beverage Service departments of a hotel.
d. Food Production or Kitchen departments of a hotel.
e. Front Office departments of a hotel.
f. Sales and marketing departments of a hotel.
g. Personal and human resources departments of a hotel.
h. Account and finance departments of a hotel.
i. Security and engineering departments of a hotel.
j. Purchase and store departments of a hotel.
30. Explain each of the following briefly:

a) Front office department of a hotel.
b) Role of front office of a hotel.
c) Front Office System of a hotel.
d) Duties and responsibilities of front office staffs of a hotel.
31. What is food and beverage services?
32. Give an overview on types of food and beverage service.
33. Define each of the following:

a. Table Service
b. English or Family Service
c. American or Plate Service
d. French Service
e. Gueridon Service
f. Silver Service
g. Russian Service
h. Assisted Service
i. Buffet Service
j. Self Service
k. Cafeteria Service
l. Single Point Service
m. Food Court
n. Kiosks
o. Take Away
p. Vending
q. Special Service
r. Grill Room Service
s. Tray Service
t. Trolley/Gueridon Service
u. Home Delivery
v. Lounge Service
w. Room Service
34. What are the basics of the food and beverage services?
35. What is the food and beverage services cycle?
36. What are the main objectives food and beverage services?
37. What are the terminology used in food and beverage services?
38. What are the organization food and beverage services?
39. Explain the structure of F&B services department.
40. Explain the traits and skills of F&B services department.
41. State some famous types of food and beverage outlets?
42. Briefly state few basic considerations for various sections of F&B outlets.
43. Briefly state general considerations for various sections of F&B outlets.
44. What is product purchasing cycle?
45. Discuss in detail about the equipment used in food and beverage services.
46. What are Pantry Equipments?

47. What is Point-of-Sale Equipment in F&B Service?
48. What is Garnishing?
49. Do’s and Don’ts of Food Garnishing?
50. What is Accompaniment?
51. Explain about few popular food items with their garnishing and accompaniments?
52. What is Wine Pairings?
53. What is Cheese and Wine Pairings?
54. What is Chocolate and Wine Pairings?
55. What is Standardized Recipes?
56. What are the benefits of Standardized Recipes?
57. What are the components of a Standardized recipe?
58. What is Critical Standardized Recipes?
59. What is bar?

a. Principles of Preparing Covers
b. Setting Table for Formal Dining
c. Setting Table for Casual Dining
d. Setting a Buffet Table:
e. Preparing Condiments
f. Napkin Folding
g. Food Presentation
h. Beverage Presentation
i. Laying Out a Guest Table
j. Formal Dining Table Layout
k. Informal Dining Table Layout

l. Handling the Telephone Calls
m. Taking the Order
n. Taking Orders on Phone
o. Taking Orders at the Table
p. Rules for Communicating with the Guests
q. Dealing with Unexpected Situations
r. Loading and Carrying Trays
s. Loading the Trays
t. Carrying the Trays
u. Serving Food and Beverage
v. Clearing the Tables
w. Presenting Bills to the Guest and Settling ThemExplain each of the following:
a. F & B Services - Hygiene & Safety
b. Importance of Hygiene in F&B Service
c. Types of Food Contaminations
d. Hygiene Concerns of F&B Services Staff
e. Hygiene Concerns of F&B Services Business
f. Food Safety Concerns
g. Safety of F&B Services Staff1. What is Food Production?
63. How is Food Produced?

04 Hospitality and Related Services

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04 Hospitality and Related Services

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Chapter 4

Hospitality and Related Services

Figure 6.2 Accommodations structure.

4.3 The Lodging Industry

4,4 Terms Related with Lodging Industry

4.5 Trend in the Lodging Industry

One of the increasingly popular amenities offered by modern hotels

4.6 Bed - and – Breakfasts

4.7 Timeshare Resorts

4.8 Camping and Campgrounds

4.9 Lodging Organizations

4.10 Lodging Information Sources

4.11 The Food Services Industry

Figure 6.4 Food services structure.

An unusual waiter indeed! This special breakfast dining

travel to a destination. Opportunistic culinary travelers make up 28 percent, or7.6 million;

3. Write short notes on Food Service Industry. 2018 (13.a)

4.12 Meeting Planners

4.13 Nature of Lodging Industry

14 Hotels, Hospitality & Accommodation Facilities

4.14 Classification of Hotels

The guests arriving at the hotel usually stays overnight.

A fixed percentage of a defined operating income. It varies between 15 to 25%.

More freedom with regard to chain organisation.

A close approach to the natural environment.

Social contact and amusements.

The accommodation of these houses is provided to the bonafide tourists possessing

These houses also provide the service of cooks and attendants.

This type of accommodation service is provided by railways to their bonafide

Rooms provided by this accommodation may or may not be air conditioned.

The rates charged by these establishments are fixed and reasonable.

A substantial number of bed accommodations are provided by the private households to

Should have ecological sustainability

Should have previous record of contribution to conservation

Should have adequate provision of environmental training programs

Should incorporate cultural considerations

Should have provision of an economic return to the local community

xxv. Casino Hotels

lxviii. Garden hotels

4.15 Management of Commercial Lodging

location, nicer accommodations / locations, etc

4.16 International Chain Brands of Motels in Bangladesh

7. The Peninsula Chittagong Limited

4.17 Management of Commercial Lodging

4.18 Regulation of commercial Lodging

 Santa Monica implemented regulations in 2016 that include prohibition of rent-controlled

4.19 Major Operational Departments

5. Purchase and store

1. House Keeping Department: The housekeeping department is responsible for

House Keeping Department

 Co- ordination with the other department of the hotel.

 Departments that Housekeeping Co-ordinates with are

Food and Beverage Service Department

Food Production / Kitchen Department

Sales and Marketing Department

Personal and Human Resources Department

Account and finance department

Security and engendering department

8. Purchase and Stores Department: The hotel is a commercial endeavor, where we

Purchase and Stores Department

4.20 Front Office

Organization Chart, Staffing and Job Description

 Primary Functions of Front Office Department

 To organize and supervise the uniform Staff or lobby staff.