HPC 2: Fundamentals of
Lodging Operation
HISTORY
• THE HISTORY OF THE HOSPITALITY INDUSTRY
DATES ALL THE WAY BACK TO THE COLONIAL
PERIOD IN THE LATE 1700S. THINGS HAVE
CHANGED QUITE A BIT SINCE THEN; THE
HOSPITALITY INDUSTRY HAS EXPERIENCED
SIGNIFICANT DEVELOPMENT OVER THE YEARS
AS IT HAS FACED WORLD WARS, THE
DEPRESSION AND VARIOUS SOCIAL CHANGES.
THE INDUSTRY AS WE KNOW IT TODAY BEGAN
TO TAKE FORM IN THE EARLY 1950S AND 60S,
LEADING THE WAY FOR GROWTH INTO THE
DYNAMIC INDUSTRY WE KNOW TODAY
• FROM THE FRENCH WORD “HOSPICE” q to
provide for the weary. q take care of those
traveling.
EARLY DAYS
• The concept of hospitality industry is extremely
old . qIt is mentioned in writings dating back to
Ancient Greece, Rome and Biblical Times. qIn
ancient times people felt the requirement of
hospitality because they believed that
hospitality to strangers was necessary to their
religious well-being. qHospitality in Ancient
Greece is missionaries, priests and pilgrims
formed a very large part of the travelling public.
They travelled understandable that certain
elements of religion were intermingled with the
idea. qVisit to holy places, perhaps oracles or
temples that had a dominant position in their
relation.
- target is religious group
MEDIEVAL PERIOD
• During medieval period the travelers were
English people. —Inns were actually private
homes. —Nobilities stayed in monasteries. —
Stagecoach became favored transportation. —In
ancient Persia accommodation known as
‘khans’ were constructed. —In later years of
Roman empire taverns and inns provided
shelter for travelling merchants, actors and
scholars. —The high spot of that era in terms of
hospitality was the development of
‘posthouses’ by the Persians along the caravan
routes.
- Merchant, Actors,, and scholars
- inn- cans
In ancient Rome, the inns were large mansions
• In ancient Rome, the inns were large mansions.
Owners of these inns would not allow guests to
stay unless they carried a “letter of eviction.”
Which was permission to travel from
government officials.
• Inns and taverns were well established
throughout the empire. Their taverns were
called “tabernas,” and the attached inn was
called a “caponas.” but the general quality of
the taverns and inns available to the public was
poor.
- “letter of eviction”
THE EIGHTEENTH CENTURY
• Eating and sleeping places developed during the
period. —Taverns started to appear in New
York/New England. —Inns started to function in
Pennsylvania. —Ordinaries developed in
southern colonies. —Coffee houses became
extremely popular in Europe and were
incorporated in many of the inns.
Renaissance period
- first hotel
18th century
- start totong hotel
Hotel and Classification of Hotels
HOTEL
An establishment that provides
➢ lodging
➢ meals
➢ other services
for travelers and other paying guests.
• A hotel is a type of establishment that
accommodates visitors for a short and long
stay at a stated fee
 • a commercial establishment offering lodging to • These hotels are set up near by the airport.
travelers and sometimes to permanent They have transit guest who stay over between
residents, and often having restaurants, flights.
meeting rooms, stores, etc., that are available
• Example: Centaur hotel , New Delhi
to the general public.
Resort hotels:

• They are also termed as health resort or beach

hill resort and so depending on their position
and location. They cater a person who wants to
relax, enjoy themselves at hill station. Most
resort work to full capacity during peak season.
Sales and revenue fluctuate from season to
season.

• Example: Raj Vilas , Jaipur

TYPES OF HOTEL
Rotels:
• Based on Location
• These novel variants are hotel on wheel. Our
• Based on Ownership and Affiliation very own "palace on wheels" and "Deccan
• Based on Star rating Odessey" are trains providing a luxurious hotel
• Based on Theme atmosphere. Their interior is done like hotel
• Based on Level of Service room. They are normally used by small group of
• Based on Length of Stay travelers.
• Based on size
• Based on Target Market • Example: Palace on wheels

Based on Location Floating hotels:

City center/Downtown As name implies these hotels are established on luxury

Generally located in the heart of city within a short
distance from business center, shopping arcade. Rates
are normally high due to their location advantages.
They have high traffic on weekdays and the occupancy
is generally high.
Example: Taj Mahal, Mumbai
Motels
• Located primarily on highways, they provide
lodging to highway travelers and also provide
ample parking space. The length of stay is
usually overnight.
liners or ship. It is located on river, sea or big lakes. In
cruise ships, rooms are generally small and all furniture
is fixed down. It has long stay guest.
Example: Royal Caribbean cruise ships
Boatels:
• A house boat hotels is referred as boatels. The
shikaras of Kashmir and kettuvallam of
kerala are houseboats in India which offers
luxurious accommodation to travelers.
• Example: Shikaras , Kashmir

• Example: KTDC, kerela

Based on the Level of Service
Suburban hotels:
Economy/ Budget hotels:
Located in suburban areas, it generally have high traffic
on weekend. It is ideal for budget travelers. In this type • These hotels meet the basic need of the guest
of hotel rates are moderately low. by providing comfortable and clean room for a
comfortable stay.
Airport hotels:
 • Example: Central Park , Gwalior
Mid market hotels:
• It is suite hotel that offers small living room
with appropriate furniture and small bed room
with king sized bed.
• Example: Crystal Inn , Agra
Luxury hotels
: These offer world class service providing restaurant
and lounges, concierge service, meeting rooms, dinning
facilities. Bath linen is provided to the guest and is
replaced accordingly. These guest rooms contains
furnishing, artwork etc. prime market for these hotels
are celebrities, business executives and high ranking
political figures.
Example: Hyatt Regency, New Delhi.
conference
Example: Le meridien, cochin
Suite hotels: These hotel offer rooms that may include
compact kitchenette. They cater to people who are
relocating act as like lawyers, executives who are away
from home for a long business stay.
Casino hotels: Hotel with predominantly gambling
facilities comes under this category, they have guest
room and food and operation too. These hotels tend to
cater leisure and vacation travelers. Gambling activities
at some casino hotels operate 24 hours a day and 365
days a year.
Example: Las Vegas in United State
Based on size
Small – Less than 25 rooms

Medium – 25-99
Based on the Length of Stay
Large – 100-299
Transit hotels : These are the hotel where guest stays
for a day or even less, they are usually five star hotels. Mega – More than 299 rooms
The occupancy rate is usually very high. These hotels
Based on Star rating
are situated near airport.
Single Star 1*
Example: Eaton Smart Airport Transit Hotel at T3, IGI
Airport, New Delhi Two Star 2*
Residential hotels: These are the hotel where guest can Three Star 3*
stay for a minimum period of one month and up to a
year. The rent can be paid on monthly or quarterly Four Star 4*
basis. They provide sitting room, bed room and Five Star 5*
kitchenette.
Seven Star 7*
Example: Hare Krishna Orchid Residential Retreat,
Mathura - rate a hotel- four best

Semi residential hotels: These hotels incorporate -pinaka kilala

features of both transit and residential hotel. - 7 star hotel- Burj Al Arab

- because of interior design, there is gold

Based on Target Market
Commercial hotel: They are situated in the heart of the
city in busy commercial areas so as to get good and high
business. They cater mostly businessmen.
Convention hotels: These hotels have large convention
complex and cater to people attending a convention,
Based on Theme
Heritage hotel: In this hotel a guest is graciously
welcomed, offered room that have their own history,
serve traditional cuisine and are entertained by folk
artist. These hotels put their best efforts to give the
glimpse of their region.

Example: Jai Mahal palace in Jaipur.

Ecotels : these are environment friendly hotels these condominium hotel, an owner informs the management
hotel use eco friendly items in the room. company if when he/ she wants to occupy the unit.

Example: Orchid Mumbai is Asia first and most popular

five star ecotel.
ROOMS DIVISION
Boutique hotels: This hotel provides exceptional
What is rooms division?
accommodation, furniture in a themed and stylish
manner and caters to corporate travelers.  “Nerve Center”
Example: In India the park Bangalore is a boutique  The area that is most responsible to hotel’s
hotel main product is the sleeping rooms.
Spas: is a resort which provide therapeutic bath and  A functional area composed of:
massage along with other features of luxury hotels in
India Ananda spa in Himalaya are the most popular Spa. • Front Office

Based on Ownership and Affiliation • Reservations

Independent Hotels :- They do not have identifiable • Housekeeping

ownership or management affiliation with other • Night Audit
properties. That means these properties doesn't have
any relationship to another hotel regarding policies , • Security Department
procedures , marketing or financial obligations . - brain
Example for the same would be family owned and - main product of hotel- room
operated hotel that is not following any corporate
policies or procedures. The advantage of a individual AREAS OF THE ROOMS DIVISION:
property is its autonomy . An independent hotel
1. Front Office
however does not get the advantage of board
advertising exposure or management insight and ❖ Most visible of all since it is responsible for
consultancy of an affiliated property . incoming and outgoing guests.
❖ Usually generates the greatest amount of
Chain hotels :- These kind of ownership usually imposes
revenue through room sales.
certain minimum standards, rules , policies and
procedures to restrict affiliate activities . In general the - 75%- 85% total revenue galling room, main
more centralized the organization tge stronger the products
control over the individual property . Some chain have
- 15%- food beverages
strong control over the architecture, management and
standards of affiliate properties . Others concentrate - other- spa etc. other services
only on marketing , advertising and central purchasing .
2 AREAS OF FRONT OFFICE
Timeshare and condominium Hotels: - Another new
type or segment of the hospitality industry is the A. Front Desk
timeshare hotels. These are sometimes referred to as " ❖ “hub” or “command center”
Vacation-interval" hotels . Timeshare hotels are where ❖ Check in the guest on arrival
the guests who purchase the ownership of ❖ Processes guest’s financial transactions
accommodations for a specific period .These owners ❖ Organize services during a guest’s stay
may also have the unit rented out by the management ❖ Perform guest’s check-out
company that operates the hotel . Condominium are
similar to timeshare but the difference between the two - guest folio- summarization of guest history
lies in the type of ownership. Units in condominium - access to all dept of hotel
hotels only have one owner instead of multiple owners ,
each for a limited amount of time each year. In a B. Uniform Services
 ❖ Reffered at guest services
❖ Encompasses the area within the front office
other than that of the front desk.
❖ Areas within this section:
• PBX (Private Branch Exchange) – manages
communication in and out of the hotel.
• Bell Staff– assist to the guest and from their
rooms
• Valet Parking –manages guest’s
automobiles
• Concierge – guest’s liaison
• Doorpersons – assists guests upon entering
the hotel premises.
- guest- check in
- visitors- hindi naka check in
- nag re rate- ot and media
- 4 best
Back Office
• This section supports the front office services
• “the “telephonist”
• Located directly behind the front office
• Together with the reservation department.
• Tasks includes:
• reservation (booking and maintenance),
• generation of reports
• Receiving calls
• Transferring calls to the right
• department person.
2. THE RESERVATIONS
❖ Also called “transient room sales”
❖ This area strives to book individual reservations
in conjunction with group sales.
❖ Offers room for accommodation.
3. THE HOUSEKEEPING
❖ In-charge of keeping the hotel premises always
clean, in order, and is acceptable to the taste of
discriminating guests.
❖ Ensure that the hotel’s main product,
the rooms, are ready for sale.
❖ Room inventory – ensuring that there is no
opportunity for cost incurred in empty rooms
4. THE NIGHT AUDIT
❖ Led by the night audit manager
❖ Reconciles the hotel’s daily financial
transactions and other activities for reporting
purposes.
❖ Conduct its duties at night when hotel is less
busy
❖ Assumes some F.O. duties.
5. LOSS PREVENTION/SECURITY DEPARTMENT
❖ Led by Director of loss prevention
❖ Main in task is the safety and security of hotel
guests and of course, the employees.
❖ Should ensure that all accidents, guests
complaints and the likes are handled
professionally and thoroughly.
THE ROOMS DIVISION MANAGER
 A.k.a RESIDENT MANAGER or DIRECTOR OF
ROOMS
 Manages areas of hotel rooms division.
 Supervises employees engaged in the operation
of the front areas of the hotel.
 Ensure proper staffing, purchasing and
budgeting.
 Maintain open communications with other
divisions and with his divisions.
 Monitor availability controls
 Develop monthly plans.
o FRONT OFFICE MANAGER
❖ Responsible for large portion of the
most visible aspects of a hotel’s daily
operations.
❖ Responsible for the daily operations of
the front desk and closely
communicate with housekeeping.
❖ Under the FRONT OFFICE MANAGER are
the ff:
FRONT DESK SUPERVISOR
- Ensures quality and efficiency of front office activities
while supervising the works of the front desk staff.
FRONT DESK AGENT
➢ Ensures efficient guests check-in and check-out.
BELL CAPTAIN
➢ Direct and supervises the bell staff.
BELL STAFF
Assist guests to the front desk, to their room and out of
their rooms (check-out).
Door Person
Greet and assist guests arriving at the hotel
Valet Supervisor
➢ A.k.a “garage supervisor”; supervises the valet
parking and parking garage staff.
Parking Attendant
➢ Park, care and retrieve guest’s vehicle.
PBX Supervisor
➢ Closely monitors the hotel switchboard and
his/her staffs.
PBX Operator
➢ Ensure smooth flow of internal and external
hotel accommodations.
Concierge Manager
➢ Monitor and manage staff in provision of
assistance to guests with any request.
DIRECTOR OF SERVICES
 This department head can be viewed as the
“behind-the-scenes” version of the front office
manager because he is responsible on other
aspects of hotel services that the guests expect
to be excellent for them to be satisfied, the
housekeeping and the laundry operations.
Executive Housekeeper
➢ Responsible for the daily operation of the
housekeeping department and closely
coordinate with the front desk.
Assistant Executive Housekeeper
➢ ensure quality and efficiency of housekkeping
activities while supervising the works of
housekeeping staff
Senior Housekeeper
➢ Ensure standards of cleanliness are maintained
& work closely with housekeepers..
Room Attendants
➢ Responsible for the daily operation of the
housekeeping department and closely
coordinate with the front desk.
House Persons
➢ Assist room attendants through provision of
supplies such as linens, towels, and amenities.
Laundry Manager
➢ Responsible in supervising, monitoring, and
managing the internal laundry operation of the
hotel.
Linen Attendant
➢ Monitor and ensure that there is adequate
supply of linen and towels.
Tailor/Seamstress
➢ Ensures that employee uniforms are properly
coordinated with and repair linens when
needed.
Housekeeping Department
• This department is considered to be a vital part of
the rooms division.
• Maintains smooth communication or relations with
the front desk.
The Executive Housekeeper
• Also known as the Housekeeping Manager.
• Accountable for the department in terms of staff
deployment and development, operational
standards, and profitability.
On Staffing – to ensure that the housekeeping
department is well – manned and no area in the hotel is
left unattended, distribution of responsibilities is very
important.
Housekeeping Management & Control Systems
• Rooms Maintenance Supervisor – he or she
directs and controls rooms keeping activities.
• Public Area Supervisor – responsible in leading
the team of individuals who are responsible in
public area maintenance.
• Room Attendants – also called room boys or
chambermaids; tasked and to maintain and
serve guestrooms and other service areas.
• Mini-bar Attendant – responsible in installing
mini-bar in a room.
• Houseman – he or she is responsible to the
cleanliness and orderliness of public areas.
• Powder Girl – responsible for ensuring
cleanliness and orderliness of ladies restrooms
and locker rooms.
• Gardener/Ground Maintenance Crew – attends
to the maintenance of hotel grounds including
plants and landscape.
• Pest Control Technician – important person in
the department; responsible in ensuring that
pests are prevented and controlled through
preventive and corrective measure
• Management of Room Inventory – certain
individuals are assigned in this task to ensure
that proper reporting to the front desk is strictly
implemented.
CODES:
• OCC – occupied
• VC – vacant, clean
• VR – vacant, ready
• VD – vacant, dirty
• BLO – blocked
• SO – slept out
• NS – no show
• OOO – out of order
• Management of Room Key – guest rooms are
assigned with four set of keys: guest, front desk,
duty manager, and housekeeper. The
housekeeping department makes it sure that
the assigned housekeeper in a particular rooms
is well-trained and informed not to entertain
any request of guest to open their room using
his or her key.
• Management and Control of Linen and Laundry
Operation – responsible for laundry service ;
supervised by a Laundry Manager.
• Laundry Manager – responsible in
directing and controlling the staffs under
him/her.
He or she should make sure that the following
people lives to their tasks in conformance to hotel
standards and policies:
• Valet runner
• Sorter/marker
• Linen attendant
• Washer
• Flat ironer
• Steam presser
• Dry cleaner-spotter
• Seamstress
Management and control measures applied by most
hotel in their linen and laundry service:
• Guest is asked to fill-out the laundry list
• Laundry list and items are picked up by valet
runner and makes sure that instructions from
guests are properly noted.
• Laundry items are checked against the list in
front of the guests.
• For items with damage or any discrepancy, the
guest is asked to sign a document as a proof
that the damage or discrepancy was not done
by the linen and laundry department.
 • Laundry items are endorsed to the washer for ➢ Service Request Form – utilized by the
processing. housekeeping department to request for
services of the Engineering or Facilities
• The washer double checks items against the list.
Maintenance Unit.
• The washer sorts and classifies the laundry
➢ Key Endorsement Form – a very important
items to ensure that none will e damaged along
document used to control key responsibility.
the process.

Management and control measures applied by

most hotel in their linen and laundry service: Controlling Cost in Housekeeping – hotels allocate
budget for housekeeping maintenance which includes
• Color coding is implemented to ensure proper
labor, room amenities and consumable supplies and
procedure is applied to a particular item.
even equipment and expenditure items.
• Washed items are endorsed to the other
Consumption shall not exceed the budget, reason for
laundry staff for further processing such as
establishing par stock.
pressing or ironing.
*Par stock – basis of the supervisor in identifying the
• Items are then sorted and checked against the
quantity of supplies needed to be replenished or
list prior to delivering them to the guest.
ordered through requisitions.
• Billing is then processed when guest is to pay
Order Quantity = Par Stock/week – On hand quantity
cash. Otherwise, bill shall be forwarded to the
front desk to be included in the guest’s total Daily Par = Weekly par / Number of days a week
accountabilities.

• Items are then delivered to the guest.

Preventing Losses of Housekeeping Supplies

• Tracking of inventory, beginning and ending on

Management of Housekeeping Reports and
Documents – manages its department by implementing
reports and documents necessary for the smooth flow
of its operations. Some of these reports and documents
are necessary for other departments as well, especially
the front office since they are working together in
providing excellent guest service.
all linens and other supplies.
• Assigning a stock clerk or custodian to some
establishment who is responsible and
accountable in handling and issuing supplies.
• Fresh linens are issued according to the number
of soiled linens returned.

• Strict checking of vacated rooms prior to

posting of guest’s financial obligation is
• Housekeeping Report
implemented.
➢ AM Report – done between 10:00 – 11:0 Am
• Daily Consumption Report is required to be
daily by the assigned supervisor
accomplished by room attendants to monitor
➢ PM Report – completed between 4:00 – 5:00 movement of stocks.
PM daily

Controlling Stocks and Requisition and

• Housekeeping Documents and Records
➢ Loss and Damage Report Form – document
used to record losses and damages of room
amenities
Issuance – all housekeeping supplies are
managed and controlled by the assigned
employee.
• In the case of delivery from the suppliers,
supplies shall be received by the hotel stock
 clerk with proper documentation and checking
on their quality and quantity.

• These supplies then are stored in the central

storeroom.

• Requestors or end users like the housekeeping

supervisors are given supplies only what are
needed for the day.

• Requisitioned only be for replenishing used

stocks to maintain the par stock.

• Stock requisition form is used in requesting

supplies to be done on a daily basis.

• To avoid losses or discrepancies, justified and

approved requisitions shall be presented for
items to be released.

Housekeeping supplies inventory – one of

housekeeping management and control measure
implemented to prevent losses and other
discrepancies that have an impact on costs is by
having a regular inventory.

Two ways:

• Physical Inventory – involves counting all

housekeeping supplies or stocks physically
which is done weekly.

• Perpetual Inventory – stock custodian

compares the actual count to the estimated
closing balance after deducting all issues,
consumption, including damages or loses.