Module 1 Notes

DEPARTMENT OF HOTEL MANAGEMENT
I SEMESTER- 2021-2022
NATIONAL EDUCATION POLICY
ACCOMMODATION OPERTAIONS - NOTES
Prepared By
R.Balakrishnan
Assistant Professor
Dept of BHM
T.John College
BALAKRISHNAN R Page 1
ACCOMMODATION OPERATION SYLLABUS
I-SEMESTER
UNIT-1: INTRODUCTION TO HOSPITALITY INDUSTRY No of Hours: 12 Hrs
1.1 Meaning, Definition & Origin of Hospitality Industry

1.2 Importance of Travel &Tourism sector for hotels
1.3 Evolution & Growth of Global & Indian Hospitality Industry
1.4 Classification of Accommodation facilities
1.5 Types of Guest Rooms
1.6 Core and Non-Core departments of a hotel
1.7 Organizational structure of a hotel
1.8 Role of Information Technology in Accommodation operations
1.9 Careers in Accommodations department
UNIT- 2: INTRODUCTION TO ACCOMMODATIONS DEPARTMENT (FRONT OFFICE)
No of Hours: 14 Hrs
2.1 Functional Areas, Sections and Layouts of Hotel Front Office

2.2 Front Office Department Hierarchy
2.3 Duties and Responsibilities of Front Office Personnel
2.4 Qualities of Front Office Personnel
2.5 Front Office Communication
2.6 Interdepartmental Coordination & Communication
2.7 Introduction to Room Tariffs
UNIT- 3: INTRODUCTION TO ACCOMMODATIONS DEPARTMENT (HOUSEKEEPING)

No of Hours: 14 Hrs
3.1 Functional Areas, Sections and Layouts of Housekeeping

3.2 Qualities of Front Office Personnel
3.3 Responsibilities and Functions of Housekeeping personnel
3.4 Role of Housekeeping in Allied Industries
3.5 Housekeeping Organizational Structure
3.6 Inter departmental Coordination
3.7 Job description and specification of housekeeping personnel
UNIT- 4: SUSTAINABILITY IN ACCOMMODATIONS DEPARTMENT
No of Hours: 14
4.1 Sustainability in Accommodation operations

4.2 Environment policy related to hotels
4.3 Introduction & concept of eco-friendly practices in hotels
4.4 Energy, Water & Landscape management in hotels
4.5 Cleaning Agents used in hotels – Types & Uses
4.6 Characteristics of a good cleaning agent
4.7 Eco-friendly cleaning procedures
4.8 Sustainable use of and disposal of cleaning agents
Suggestive Readings:
1. Managing Front Office Operations – Michael L Kasavanna & Richard M.Brooks
2. Front Office Operations and Management - Jatashankar R. Tiwari
3. An introduction to hospitality- Dennis L.Foster
4. Principles of Hotel Front Office Operations- Su Baker, Pam Bradley
5. Hotels for Tourism Development – Dr. Jagmohan Negi
6. Hotel, hostel and hospital housekeeping by Branson and Lennox
7. Hotel Housekeeping – Operations and Management by G.Raghubalan and Smritee Raghubalan,
8. The Professional Housekeeper by Schneider, Tucker and Scoviak
9. Housekeeping Operations, Design and Management by Malini Singh, Jaya B George
10. Green Housekeeping - Recipes and solutions for a cleaner, more sustainable home By Christina
Strutt
Online Resources
1. Hotel Housekeeping Duties: A Day in the Life
By Hotel Tech Report
https://hoteltechreport.com/news/hotel-housekeeping-duties
2. Role of Housekeeping in Guest Satisfaction and Repeat Business
by Himanshu Rajak
https://hmhub.me/role-of-housekeeping-in-guest-satisfaction-and-repeat-business/
3. Top issues and solutions for your housekeeping department
by Larry Mogelonsky
https://www.todayshotelier.com/2018/06/11/top-issues-and-solutions-for-your-housekeeping-departme
nt/
4. 100 Hotel Trends You Need to Watch in 2021 & Beyond
By Jordan Hollander
https://hoteltechreport.com/news/100-hotel-trends
5. How a PMS Can Transform the Way You Look at Hotel Front Office Technology
By Hotelogix - https://www.hotelnewsresource.com/article105518.html
Module 1
INTRODUCTION TO HOSPITALITY INDUSTRY
1.1 Meaning, Definition & Origin of Hospitality Industry

DEFINITIONS:
HOTEL OR INN is defined by the British law as “a place where bonafide traveller can receive
food and shelter, provided he is in a position to pay for it and is in a fit condition to be received.”
HOTEL is an establishment whose primary business is providing lodging facilities for general
public and which furnishes one or more of the following services
1. Food and Beverage service
2. Room service
3.Laundry service
4.Use of furniture and fixture etc.
Hence hotel must provide food and beverage and lodging to travellers on payment and has, in turn,
the right to refuse if the traveller is drunk, disorderly, unkempt or is not in a position to pay for the
services.
ORIGIN AND GROWTH OF HOSPITALITY INDUSTRY:
The origin and development of the hospitality industry is a direct outcome of travel and
tourism. There are many reasons for which a person may travel: business, pleasure, further studies,
medical treatment, pilgrimage, or any other reason. When a person travels for a few or more days,
he may carry his clothes with him, but it‟s not possible for him to carry his food and home.
Thus, two of his three basic needs- food and shelter – are not taken care of when he is
travelling. This is where the hospitality industry steps in.
Before the wheel was invented, people undertook journeys on animals such as horses,
camels, and elephants.
In those days, they used to travel in groups called CARAVANS for safety. However, there
was a limit to the distance they could cover in a day. At night fall they avoided travel due to fear of
wild animals and bandits, and also because of animal fatigue.
Thus, for the night halt, they looked for a place that could provide them with water, fuel to
cook food, and, above all, security from wild animals and bandits.
The primitive lodging houses or Inns originated essentially to cater to these needs of the
travellers. Throughout the world they were known by different names, such as
DHARAMSHALA and SARAI in India,
RYOKANS in Japan,
PARADORS in Spain,
POUSADAS in Portugal,
COFFEE HOUSES in America,
TAVERNS and INNS in Europe,
CABARETS and HOSTELRIES in France,
MANSIONIS and HOSPITIA in Switzerland,
PHATNAL in Greece, and
RELAY HOUSES in China.
The earliest Inns were generally run by families or Husband-wife teams who provided large
halls to travellers to make their own beds and sleep on the floor. They also provided modest
wholesome food and drinks like Wine, Port, and Ale. Etc. and stable facilities for animals.
Entertainment and recreation were also provided on a modest scale. All this, of course came
for a price. These Inns or lodging properties were housed in private homes of the local people.
They made a living by providing accommodation to travellers. This Inn were not as clean
and tidy as we see them today. They were also lacking of the frills and facilities as seen in the
modern-day hospitality establishments. The travellers had to make their own beds and cook for
themselves. Gradually, the inns started providing beds to travellers-typically, an Inn would have a
large hall with many beds.
1.2 Importance of Travel &Tourism Industries for Hotels

Tourism is generally regarded as the act of travelling to a different location, for either
business or pleasure purposes. However, it actually has quite a specific definition:
“the act of travelling to another environment, for at least 24 hours, but for no longer than one
year, for purposes related to business or leisure”
Definition of Tourism
1) Tourism is defined as “the inter-relationships arising from the interaction of
a) Tourists,
b) The suppliers,
c) The government of the host destination and
d) The residents of the host area destination
2) Tourism as a product can be defined as “An amalgam of three main components
a) Attractions of the destination
b) The facilities of destination and
c) The accessibility of it”
Travel refers to the act of moving from one location to another. This can refer to
long-distance travel, short-distance travel, overseas travel, domestic travel and various other forms.
Crucially, travel also includes both round trips and one-way journeys, and it covers a wide variety of
different travel purposes.
It can be further called as
 Activity of movement of people (visitors) and
 Activities of the provider (the person or agency which supplies various services and
products to the visitors) during the course of travel.
It can be considered as a modern ritual in which people “get away from it all”; particularly the usual
work world (which include the home as well as the workplace).
There are basically three phases in tourism
(a) The beginning (when the tourist separates/moves out of his home).
(b) The middle (the period of his movement when he comes across new places for experiencing
change) and
(c) The end (the process of his returning home after the end of the tour).
Sectors and Companies within the Travel and Tourism Industry:
1) Transportation
2) Airline Industry
3) Car Rental
4) Water Transport
5) Coach Services
6) Railway
7) Spacecraft
8) Accommodation
9) Hotels
10) Shared Accommodation
11) Hostels
12) Camping
13) Bed and Breakfast
14) Cruises
15) Farmhouse Accommodation and Agri-Tourism
1.3 Evolution & Growth of Global & Indian Hospitality Industry:
Evolution & Growth of Global:
The origin of the hotel industry in India cannot be traced to a definitive point of time; there is
evidence of its presence even during the Indus Valley Civilization and Vedic Era.
In olden days, travel was predominantly undertaken for pilgrimage and trade. The country stands
dotted with many such shrines, some of which are frequented by people of all faiths. Ancient texts
and literature, as also Hindu mythology, have many references to travel and the provision of
accommodation facilities for traveling pilgrims and traders by the authorities of those days.
Ancient India was well known for its silk, spices, gold, and gemstones. Record of famous
travelers of the yore speaks of Indians trading with countries like Greece, Italy, Indonesia,
Malaysia, China, and Japan, among others. The main mode of transport was animals on land, and
boat and ships that crisscrossed rivers and seas for connectivity with distant lands.
The origin and evolution of the hotel industry in the country can be broadly categorized in the
following three periods:
Ancient and Medieval Era
Colonial Era
Modern Era

Ancient and Medieval Era
The beginning of the hospitality sector in India stands rooted in the Hindu philosophy of
„atithi devo bhava‟, implying that an unannounced guest is to be accorded the status of God.
The lodging houses during those times were known as Dharamshala (dharma in Sanskrit
means religion and shala school). Dharamshalas - the resting places for pilgrims are believed to
have their origins in village chaupals, which served as a meeting ground for the villagers to plan and
discuss various social welfare and development measures.
These become the places of lodging as travelers started putting up camps there due to safety
reasons. Gradually, with help of local residents, the financial assistance from the rulers, zamindars,
or other influential people, permanent structures (or dharmashala) were built for travelers. Here they
were provided with a safe place to relax and spend the night. Record of many foreign visitors and
philosophers who came to India speaks highly of the hospitality facilities.
Famous Chinese scholars Fan Hien (AD 399-424) and Huein Tsang (AD 629-643), who
came during the reigns of Chandragupta Vikramaditya and Harshvardhana respectively, have
mentioned the existence of shelters for travelers.
In the medieval era, between the eleventh and thirteenth centuries, many sarais and
musafirkhanas were built, primarily as resting places for messengers of the postal system
established by the Sultans of Slave or Mamluk dynasty.
The Mughals continued the practice and built many such sarais to accommodate travelers.
The sarais during those times fulfilled the basic necessities of a traveler – they provided water, a
room, a stable for livestock (like horse, elephant, or camel) along with fodder, and sometimes also a
place of worship.
Colonial Era
The organized existence of the hotel industry in India started taking shape during the
colonial period, with the advent of Europeans in the seventeenth century. The early hotels were
mostly operated by people of foreign origin to cater to the needs of the European colonizers and
later officials of the Raj.
Among the first such properties were taverns like Portuguese Georges, Paddy Goose‟s, and
Racquet Court, which opened in Bombay between 1837 and 1840. However, within a period of
about ten years, most of the taverns disappeared and more respectable hotels like Hope Hall Family
Hotel began to make an appearance.
Until 1900, almost all hotels were constructed and run as per Western traditions. The first Indian
style hotels were Sardar Griha, which opened in 1900, and Madhavashram in 1908.
The hotel which is an architectural marvel is credited with being the first luxury hotel for Indians, by
the Indian. In 1923 Shahpurji Sorabji built the Grand Hotel in Mumbai.
A few years later the Majestic Hotel was opened. After that several new properties came into
existence. Two World Wars brought a fresh lot of hotels to Mumbai. An important port city of its
time. The Ritz, the Ambassador, West End and Airlines which opened during these years.
Modern Era (1947 onwards):
After independence, hotel industry took a big leap in the country. Another entrepreneur who
entered the field of hotel industry was Rai Bahadur Mohan Singh Oberoi who opened a chain of
Oberoi Hotels in India and abroad.
Mr. Oberoi started his career as a clerk but later became a partner in the Clarks Hotels,
Shimla.
In 1933, Mr. Oberoi took over the Grand Hotel, Kolkata on lease and gave it a new look and
new life.
Oberoi Group of Hotel and Taj Group took over several British Hotels and maintained high
standards of service and quality.
Later decades also saw the arrival of corporate like ITC (Indian Tobacco Company) also
joined hotel industry with the name of ITC Welcome Group. India was able to find the vast growth
in Hotel business and found that there was the need of committee or council to take care of the
interest of the hotel therefore the year 1949 saw the organizations of four regional hotels and
restaurant associations with head office in Delhi, Mumbai, Kolkata and Chennai.
These four associations were linked in a federation named FHRAI (Federation of Hotel and
Restaurant Association of India). The federation serves as an interface between the hospitality
industry, government, political leadership, international associations and others take holders in the
trade.
Government of India realizing the potential and importance of the tourism also took
initiative in the hotel industry and brought in ITDC (Indian Tourism Development Corporation) in
1966 with hotel Ashoka being the face of ITDC,
Hotel Ashoka being the first Government owned hotel in India. Several hotels either large or
small were opened across the country under the flagship of ITDC.
Government Over the last few decades various brands, national and international have their
property in India like Hyatt hotel and resorts, Marriot International, Four season hotel, Inter
Continental, Hilton Hotels, Best Western International, Ritz Hotel etc
Indian Hospitality industry

The Indian tourism and hospitality industry have emerged as one of the key drivers of
growth among the services sector in India. Tourism in India has significant potential considering
the rich cultural and historical heritage, variety in ecology, terrains and places of natural beauty
spread across the country. Tourism is also a potentially large employment generator besides being a
significant source of foreign exchange for the country.
Some of the major initiatives planned by the Government of India to boost the tourism and
hospitality sector of India are as follows:
In May 2021,
Union Minister of Protecting tourism businesses, jobs and taking
State for Tourism initiatives to frame policy guidelines to
& Culture support the sustainable and resilient recovery
Mr. Prahlad of travel and tourism.
Singh Patel
Vehicle operator can register through online

Ministry of Road
for “All India Tourist Vehicles Authorization
Transport and
and Permit Rules” in 2021 to get avail in
Highways
30days of submitting the application.
HIGHLIG
HTS OF
Government of India's Regional Office (East)
2021 IN
IDNIAN in Kolkata collaborated with Eastern
TOURISM In Feb 2021, Himalayas Travel & Tour Operator
Ministry of Association (resource partner) and the IIAS
Tourism School of Management as (knowledge
partner) - Incredible India Mega Homestay
Development & Training‟ Workshop
25th January
2021- Union
International-level infrastructure in Kargil
Tourism and
(Ladakh) to promote adventure tourism and
Culture Minister
winter sports.
Mr. Prahlad
Singh Patel
1.4 CLASSIFICATION OF ACCOMMODATION FACILTIIES:
Grouping hotels based on various criteria is known as classification.
Hotel classification serves the following purpose:
 Lends uniformity in services and sets general standards of a hotel
 Provide an idea regarding the range and type of hotels available within a geographical
location
 Acts as a measure of control over hotels with respect to the quality of services offered in
each category.
 Helps tourist select a hotel that meets their requirement.
CLASSIFICATION ON THE BASIS OF:
1. Size
2. Location and clientele
3. Star
4. Ownership basis
5. Degree of service offered

ACCORDING TO SIZE:
 Small sized hotel: less than 100 rooms
 Medium sized hotel: between 100 to 299 rooms
 Large sized hotel: between 300 to 599 rooms
 Very large hotel: between 600 to 999 rooms
 Mega: more than 1000 rooms
ACCORDING TO LOCATION AND CLIENTELE
 DOWNTOWN OR COMMERCIAL HOTEL:
Location: heart of the city / commercial area or busy business area

Clientele: mostly business man
Facility: modern facilities like 24 hr coffee shop, room service, business centre, travel desk
Avg. duration of stay: 3 to 7 days
 TRANSIT HOTEL:
Location: near the port of entry like bus stand, railway station, airport, sea port
Clientele: mostly people who are traveling, layover passengers, tourist, misconnection
passengers
Facility: moderate to modern facilities
Avg. duration of stay: few hours too few days
 RESORT HOTEL
Location: places with natural beauty like hill station, sea beach, forest etc.
Clientele: mostly holiday makers and tourist
Facility: moderate to modern
Avg. duration of stay: a week too few months
 MOTEL OR MOTOR HOTEL OR FREEWAY HOTEL:

Location: on highways
Clientele: motorist, tourist travelling by road
Facility: moderate to modern facilities
Special features: parking space against each room
Refueling station
Garage facility
Swimming pool
Avg. duration of stay: mostly over night
 SUB- URBAN HOTEL :
Location: outskirts of the city or suburb
Clientele: who have to stay for a longer duration, away from the hustle and bustle of the city
Facility: moderate, budgeted
Avg. duration of stay: longer duration, months
 FLOATEL:
Location: lodging properties that float on the surface of water.
ACCORDING TO STAR CLASSIFICATION/ STANDARD CLASSIFICATION
The Star denotes the standards of the hotel. Department of tourism, govt. of India is
responsible for the star gradation. An autonomous body (a committee) is responsible for star
gradation of hotels known as Hotel and Restaurant Approval Classification Committee
(HRACC), formed by the Ministry of Tourism, Govt. of India.
After receiving the application form from hotel HRACC visits the hotel, check the standards and
grade the hotel.
The Department of Tourism prescribes the facilities which are to be provided in various star
category hotels. The term for Star Gradation is for two years.
The six grades of star are 5Deluxe, 5, 4, 3, 2 and 1.
The categories of various star hotels have some criteria or facilities, which are called END.
E – Essentials (have to have)
N – Necessities (should have)
D – Desirables (may or may not have)
Following are the members of HRACC:
 Secretary Tourism, Govt. Of India
 Regional Director of Tourism, Govt. Of India
 One representative from Federation of Hotels and Restaurants Association of India

(FHRAI), who is generally the Secretary of the respective zone (of the four zones).
 One representative of the Travel Agents Association of India (TAAI), who is generally the
Secretary of the concerned region.
 Director of Tourism of the state concerned
 Principal of the regional Hotel Management Institute.
(If any of the six members is absent on the day of visit, they are permitted to send their own
representatives)
HOTEL STAR RATING GUIDE
ONE STAR
Typically small hotels , located near affordable attractions, with basic facilities, with a family
atmosphere. Limited range and simple facilities and meals. Acceptable standards of maintenance,
cleanliness and comfort
TWO STAR
Economy hotel, small to medium size hotel, located near moderately priced attraction. Guest can
expect little more than a one star, like comfortable well equipped room with attached bath,
professional staff.
THREE STAR
Moderate hotel, spacious accommodation, well equipped room and decorated lobbies, located near
business areas, moderate to high price attractions, usually have medium size restaurant that serves
breakfast through dinner. Facilities such as direct dial phone, toiletries, Room service, and pool
are often provided.
FOUR STARS
first class hotel, large formal hotel, located near major attractions, above average service levels,
more than one restaurant, 24 hrs room service, laundry, valet parking, travel desk, wellness center,
pool, high class room décor.
FIVE STARS
superior hotel, high level of accommodation and service, large property, hotel lobby and rooms with
stylish furnishing and linen, all modern and high end facilities and amenities, at least three
restaurant, 24 hrs room service, concierge to assist you 24hrs.
FIVE STAR DELUXE
Highest level of accommodation and service, this hotel provide all 5 star facilities like ultimate
decor and high degree of personal service like butler service.
HERITAGE HOTELS
A recent addition to the hotel industry in the country, heritage hotels are properties set in small forts,
palaces or havelis. In a heritage hotel, a visitor is offered rooms that have their own history, is
served traditional cuisine, is entertained by folk artistes, get a glimpse into the heritage of the
region. According to the ministry of tourism, the heritage hotels are further subdivided as follows:
Heritage – built between 1935 and 1950
Heritage classic - built between 1920 and 1935
Heritage grand - built prior to 1920
OWNERSHIP BASIS:
 PROPRIETARY OWNERSHIP / INDEPENDENT HOTEL: owners‟ hotel Proprietary

ownership is the direct ownership of one or more properties by a person or company. Small lodging
properties are owned by family and large properties are owned by major international hotel
companies. No affiliations or contract with other property, No tie up with other hotels. Owner has
independent control Profit goes to the owner. Quickly respond to market changes. Work with
limited finances
 MANAGEMENT CONTRACTED HOTELS: management by others Properties owned by

individuals or partners, operated by external professional organization for management fee.
Adv. – international recognitions, operating systems, training program, marketing, international

expertise, profitable operations, advertisement, reservation system, staff.
 CHAIN HOTEL: a group of hotels that are owned or managed by one company is called
chain hotel.
Adv.: Large central organization providing central reservation system, management aids, financial
strength, expertise, manpower, specialties, promotions
 FRANCHISE HOTELS/ AFFILIATED:
It is the authorization given by a company to another company or individual to sell its unique
products and services and use its trademark according to the guidelines given by the former, for a
specified time and at a specified place. Franchise owner (franchisor) grant another hotel (franchise)
the right use its methods & system, technical services, marketing trademark, signs etc. for fees.
Adv.- Opening assistance- architectural, interior designs
Systems and procedure
Staff training
Financial assistance
Advertising and global marketing
Central reservation
Central purchase
REFERRAL CHAIN:
A referral chain is made up of independently owned and operated hotel and provides shared
advertisement, joint reservation system and standardized quality. Virtually there is no
shared management or financial functions
TIME SHARE / VACATION OWNERSHIP/ HOLIDAY OWNERSHIP:
Each room is owned by several people for different time period. Each owner gets a stay of
specific period for a number of years.
One time purchase is made by paying purchase price & payment of a yearly maintenance
fee.
Generally located at dream sites like beaches, hill, waterfall etc.
Adv.- long term accommodation, comfort homes, economical, good location, international
exchange possible.
CLASSIFICATION ON THE BASIS OF CLIENTELE:
 BUSINESS OR COMMERCIAL HOTEL: cater to the business traveller, generally

situated in the city Centre.
 TRANSIENT HOTEL: cater to the needs of people who are on the move and need a
stopover en route their journey, situated in close proximity of ports of entry.
 RESIDENTIAL HOTEL: cater to the guest who stays for a long duration.
 CASINO HOTEL: casino hotel provide gambling facilities.
 CONFERENCE HOTEL: hotel cater and organize conference
 CONVENTION HOTEL: who organize convention and cater to the guest who comes to
attend the convention.
 SANATORIA: hotel which has health club and spa, and caters to the people who came to
these spas for treatment.
CLASSIFICATION ON THE BASIS OF DURATION OF GUEST STAY:
 COMMERCIAL HOTEL: duration of stay is short, usually 1-7 days
 TRANSIENT HOTEL: duration of stay from few hours to 1 day
 SEMI RESIDENTIAL HOTEL: duration of stay range from few weeks to some months
 RESIDENTIAL / APARTMENT HOTEL: duration of stay range from months to few

years
 EXTENDED STAY HOTEL: duration of stay few days to weeks.
TYPES OF OPERATIONS
Types of business structures
 Sole Proprietorship. A Sole Proprietorship is one individual or married couple in business alone. ...
 General Partnership. ...
 Limited Partnership. ...
 Limited Liability Partnership (LLP) ...
 Limited Liability Limited Partnership (LLLP) ...
 Corporation. ...
 Nonprofit Corporation. ...
 Limited Liability Company (LLC)
Sole proprietorship: Owned by one person, No legal no financial distinction between business
and business owner
Partnership: Business, Financial and legal Responsibilities, equally divided. Must be registered
for IRS purpose.
Company owned: Companies seeking to expand may face the dilemma of whether to build their
own units or turn to franchising. With the latter process, the company sells the rights to operate
individual units to entrepreneurs in exchange for a percentage of the unit's sales. Franchising and
building company-owned units each offer certain advantages and disadvantages.
A franchise can be owned as a corporation, sole proprietorship, Limited Liability Company or

other business structure
Classification on the basis of different plans:
These hotels are categorized according to the type of different plans they offer to the guest. The
different plans are:
European plan: in which only room rates are included.
Continental plan: in which room rates and continental breakfast is included.
American plan: in which room rate, breakfast, lunch and dinner is included.
Modified American plan: in which room rates breakfast and lunch or dinner are included.
1.5 Types of Guest Rooms :

A hotel sells a combination of accommodation, food, drinks and other services and facilities
to its guests. The main accommodation product is the room, which is among the principal sources of
revenue for the hotel. Other facilities and benefits, such as ambience, décor, in-room amenities, and
security, are add-ons that play a significant role in the pricing of the services.
In order to suit the profile and pockets of various kinds of guests, hotels offer different types
of rooms that cater to the specific needs of guests. The rooms maybe categorized on the basis of the
room size, layout, view, interior decoration, and services offered.
The various types of rooms offered are:
S.NO ROOM NAME DESCRIPTION
1 Single Room A single room has one single bed for single occupancy. An
additional bed (called extra bed) may be added to this room on
the request of a guest and charged accordingly. The size of the
bed is normally 3 feet by 6 feet
2 Double Room A double room has one double bed for double occupancy. An
extra bed may be added to this room on the request of a guest
and charged accordingly. A double bed is a large bed. The size
of a double bed is generally 6 feet by 6 feet.
3 Twin Room A twin room has two single beds for double occupancy. An
extra bed may be added to this room on the request of a guest
and charged accordingly. The bed size is normally 3 feet by 6
feet. These rooms are suitable for sharing accommodation
among a group or delegates of meetings.
4 Interconnecting Rooms Interconnected rooms have a common wall and a door that
connects the two rooms. This allows guests to access any of the
two rooms without passing through a public area. This type of
rooms is ideal for families and crew members.
5 Adjoining Room An adjoining room shares a wall with another hotel room but is
not connected by a door.
6 Adjacent Room An Adjacent room is very close to another room but does not
share a common wall with it.
7 Triple Room A triple room has three separate single beds and can be
occupied by three guests. This type of rooms is suitable for
groups and delegates of meetings and conferences.
8 Quad Room A quad room has four separate single beds and can
accommodate four persons together in the same room
9 Double-Double Room This type of room has two double beds in it and provides
sleeping comforts for four persons, such as a family of husband,
wife and two children. Also called a family or twin double
room.
10 Suite Room This refers to the set of one room or two rooms out of which one
is used as bedroom and other is used as a sitting room. These
rooms are expensive rooms. There are various types of suits.
11 Single Suite Room 1. It is a single room with a sitting room attached to it and
meant for one person‟s sleeping comfort.
12 Double Suite Room It is a double room with a sitting room attached to it
13 Junior Suite Room A large room with a partition separating the bedroom furnished
from sitting area.
14 Duplex Suite Room This type of suite has two rooms connected on successive,
generally the sitting and the living room are situated on lower
floor while the bed room on the next floor. This is one of the
expensive rooms in the hotel.
15 Pent House Room These are the rooms situated on the terrace and exposed to sky.
16 Studio Room These are rooms which are called multi-utility rooms also. They
have utility furniture such as sofa-cum-bed, sofa
convertible-bed, Murphy bed, roll-away beds. The furniture is
such which is used for sitting purpose during the daytime and
sleeping during the night time.
17 Cabana Room This type of rooms are situated near the swimming pool of the
hotel and are normally used by the people who love water
games and are fond of swimming. These rooms have 24hours
supply of hot and cold water, and a hard bed.
18 Lanai Room This term is generally used by the hotel which are situated on
the hill station so these rooms which are exposed or which has a
view of waterfall or garden from the balcony of he room.
19 Hollywood Twin Room A Hollywood twin room has two single beds with a common
headboard. This type of room is generally occupied by two
guests
20 King Room A room with a king-sized bed. The size of the bed is 6 feet by 6
feet. An extra bed may be added to this room on the request of a
guest and charged accordingly.
21 Queen Room A room with Queen-sized bed. The size of the bed is 5 feet by 6
feet. An extra bed may be added to this room on the request of a
guest and charged accordingly.
22 LUXURY The most expensive room provided by a hotel. Usually, only

SUITE/DELUXE one president suite is available in one single hotel property.
SUITE/ Similar to the normal suites, a president suite always has one or
PRESIDENTIAL more bedrooms and a living space with a strong emphasis on
SUITE grand in-room decoration, high-quality amenities and supplies,
and tailor-made services
23 Parlour Room A parlour has a living room without bed and may have sofa and
chairs for sitting. It is generally not used as a bedroom.
1.6 Core and Noncore Departments of a Hotel:
A hotel can provide good service, when it‟s all department will work together in an efficient
and effective way, by showing good team work, coordination and communication.
The most important function of a hotel is to provide Food and shelter to prospective guest.
To provide food & shelter, there are number of departments or Ares, who all functions together
round-the-clock inside hotel premises.
All departments are broadly categorized in two parts:
 Core Department (Operational Department)
 Noncore Department (Administrative Department)
Core Department:
There are various departments of a hotel which help in the smooth and efficient operation of the
hotel. All these departments work in close liaison for the hotel to operate in good condition so as to
achieve management‟s predefined goals and objectives. The major four departments of hotels are:
 Housekeeping Department
 Food and Beverage Service Department
 Food Production or Kitchen Department
 Front Office Department
1. House Keeping Department
The housekeeping department is responsible for the 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 a guest- rooms are kept up to date. In simple words, Housekeeping means
up-keeping the house.
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 maybe a coffee shop, bars, lounges, specialty restaurants,
banqueting, and room service, etc.
3. Food Production 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 that prepares food items as per the guest‟s orders. It prepares food
according to the menu and there are two types of menu.
4. Front Office Department
The front office department is the most visible department in a hotel. The focal point of activity
within the front office is the reception desk. The reception desk is usually the place in which the
guest makes the first impression of the hotel. It is also the communication center of the hotel. Since
it is the first and last point of guest contact with the hotel spends a lump sum amount of money to
make it look more luxurious and beautiful. We can see in most of the hotel‟s front office or the
entrance point of the hotel is decorated and made luxurious in every way. It is also the
communication center for the hotel operation. The front office department plays an important role
in the image building of a hotel.
Noncore Department
As an outsider when you look at a hotel, the operation appears to be pretty simple, selling of rooms
and food and beverage services etc. But, actually, the hotel is a highly complex operation where
several departments function, coordinate and interact for smooth day to day operations.
In order to run the Hotel as a functional unit, there are several departments in a hotel which work
and coordinate together and the major departments of the hotel are:
1. Front Office Department:
This department performs various functions like reservation, reception, registration, room
assignment, and settlement of bills of a resident guest and the front office department is considered
as the nerve center of a hotel.
2. Housekeeping Department:
The housekeeping department is responsible for the cleanliness, maintenance, and aesthetic upkeep
of rooms, public areas, back areas, and surroundings in a hotel and for the immaculate care and
upkeep of all guest rooms and public spaces at all times.
3. Food and Beverage Service Department:
This department looks after the service of food and drinks to guests. The Food which is made in the
Kitchen and Drinks prepared in the Bar to the Customers (Guest) at the Food & Beverage premises.
Some examples of the food and beverage outlets are Restaurants, Bars, Hotels, Airlines, Cruise
Ships, Trains, Companies, Schools, Colleges, Hospitals, Prisons, Takeaway etc
4. Kitchen or Food Production Department:
All the food and beverages that are served to the hotel guest is prepared in the kitchen. Culinary
preparation, as an art and science in the modern kitchen, required more than just a knowledge of
food being prepared and the methods of preparation.
It is through knowledge of basic skills, terminology, and rules of the kitchen that a final goal,
preparation and service of quality is achieved in the hotel kitchen.
5. Engineering and Maintenance Department:
The engineering department is responsible for repairing and maintaining the plant and machinery,
water treatment and distribution, boilers and water heating, sewage treatment, external and common
area lighting, fountains and water features etc. Also, It looks after the maintenance of all the
equipment, furniture and fixture installed in a hotel.
6. Accounts and Credits Department:

This department maintains all the financial transactions. Accounting departments typically handle a
variety of important tasks. Such tasks often include invoicing customers, accounts receivable
monitoring and collections, account reconciliations, payables processing, consolidation of multiple
entities under common ownership, budgeting, periodic financial reporting as well as financial
analysis.
7. Security Department:
The security department of a hotel is responsible for the overall security of the hotel building,
in-house guests, visitors, day users, and employees of the hotel, and also their belongings.
8. H R department:
Human Resource department is responsible for the acquisition, utilisation, training, and
development of the human resources of the hotel.
The role of the HR department also has to do with the administration of an impartial and internal
justice system which will promote transparency and openness in organisational communication.
The Human resources department also serves as a progressive voice in a common system and
strives to ensure competitiveness in the conditions of service for staff.
9. Sales and Marketing Department:
The major role of the sales and marketing department is to bring in business and also to increase the
sales of the hotel‟s products and services is the major task of the department.
10. Purchase Department:
The purchase department is responsible for procuring the inventories of all the departments of a
hotel.
11. Information Technology (IT) / Systems
The Information Technology department is responsible for the day-to-day support of all IT systems,
business systems, office systems, computer networks, and telephony systems throughout the
hotel/resort.
1.7: Hotel Organization & hierarchy :

Every hotel, whether it‟s big or small, needs an organizational structure to carry out its daily
operations. It is used to help divide tasks, specify the job for each department, and delegate
authority within and among departments. Effective job specifications will increase work
productivity and efficiency. Each hotel organizes the workforce in different ways. Here shows a
medium size hotel organizational structure.
It was basically segmented into six divisions: finance, front office, human resources, food and
beverage, sales and logistics as the following organizational chart:
Hotel organizational chart
1.8 ROLE OF INFORMATION TECHNOLOGY IN ACCOMMODATION OPERATIONS

Technology Used in Hospitality & Tourism
Technology plays an important role in the hospitality and tourism industry. Both customers and
businesses can benefit from advances in communication, reservations and guest services systems.
Technology allows continuous communication and streamlines the guest experience, from
reservation to checkout.
Internet
The Internet has a powerful impact on hospitality and tourism. For many businesses and locations,
the experience starts long before a traveller arrives–it begins with the first visit to the website when
a person sees photos of the location and gets a sense of what to expect. In the hospitality and tourism
business, effective use of Internet technologies can improve revenue. Websites, blogs, online
advertising, social media, online ordering and information repositories all help convince customers
to choose a location or business.
Reservations Systems
Booking engines to allow easy access by consumers and travel professionals; the systems enable
individuals to make reservations and compare prices. Many, like Expedia and Orbitz, are available
through online interfaces. Booking engines cut costs for travel businesses by reducing call volume
and give the traveler more control over their purchasing process.
Computer Systems
Because many tourism businesses are large and dispersed, they use computer systems to stay
connected. Computer systems allow communication between branches and locations which makes
it easier to streamline reservations and cross-company policies. They are also used internally to
keep all of the staff on the same page and make it easier to access information that can improve the
guest experience: guest preferences, housekeeping information and reservation details can all be
kept on a single system.
Mobile Communication
Many travelers take some form of mobile communication device with them on the road, whether it
is a tablet computer or a mobile phone. To keep customers advised of changes many tourism and
hospitality businesses use mobile communication; they send delay notices, offer deals and sponsor
location-based advertising. Depending on the type of business the communication might happen
through emails, text messaging or GPS tagging, for example.
In-Room Technology
Today‟s traveler carries numerous electronic devices, and reliable, wireless Internet connectivity
ranks at the top of the list for customer needs. Some luxury hotels provide iPads or smartphones to
the customers for use during their stay. Guests can use the hotel‟s Web application to access room
service options via an e-dining Internet site, or use an interactive service that finds nearby
restaurants, transportation or shopping.
ROLE OF INFORMATION TECHNOLOGY IN HOUSEKEEPING:

Computers are now being used in many housekeeping departments for rooms management,
inventory control, linen management, and so on, to varying extents.
Many software packages are now available in India that provides specific applications for
housekeeping operations.
Computers can now be linked to the telephone system in each guestroom.
This technology greatly reduces the cost of individual wiring in each guestroom.
Computers are being used in housekeeping for:-
1. Rooms Management
2. Forecasting GRA Requirement
3. Housekeeping History & GRA Performance
4. Stock Control
5. Housekeeping Records
6. Work Methods
7. Files
8. Word-Processing
9. Planning System
10. Energy Saving
1. Rooms Management
 Arrival and departure as well as occupancy figures.
 Occupancy Forecast
 V.I.P. and other special arrivals.
 Guest history and other special requests (e.g Bed boards, vases, flower arrangement, disabled
facilities, etc.
 Out of order record giving reasons(e.g. redecoration, maintenance problem, etc.)
 Room change (when a guest moved from one room to another) and also the room type change.
 Complimentary or staff room.
 Rooms sold for various purposes (special) and room arrangement thereof e.g. interview rooms.
 Inter-Connecting rooms sold for friends or in a family plan.
 Sleep-out (where the guest has slept out).
 Walk-out (confirmed reservation guests walk out to other hotels).
 Overstays (where the guest who was supposed to be leaving has decided to stay on).
 Occupancy status of the room and the number of persons in the room.
 V.I.Ps‟ in the house.
 Clear rooms required on priority.
 Sick guests if any.
 This information will mostly be in a two-way flowing from the reception to the housekeeping and
vice Versa.
 From the housekeeping side, the information may be fed into the computer from the keyboard.
 If the computer is linked to the telephone system, information on room status may be dialed
indirectly by the floor supervisor.
2. Forecasting GRA Requirement
Computers may be used to forecast the total number of GRAs needed each day in the future, based
on the current in-house occupancy and staffing and the expected arrivals/departures over the
forthcoming period. These can forecast staffing requisites up to 365 days in advance, given the right
inputs.
3. Housekeeping History & GRA Performance
It is possible to measure the performance of each GRA by tracking the estimated clean time‟ and the
„actual clean time‟, as well as the variances. Since supervisors use the intercom in the room to mark
the room as „ready for guests‟, the computer can also store the time at which the supervisor finished
the inspection.
4. Stock-Control
All types of housekeeping stocks may be controlled by a computer including:
 Linen Inventories
 Cleaning Agents
 Cleaning Equipment
 Uniforms
 Guest Supplies
 Soft Furnishing
 Bedding
 Spare carpets and curtain/upholstery fabric etc.
 By keeping efficient stock control, purchases and budgeting will be made easier and information on
stock levels etc. will be readily available.
5. Housekeeping Records
 All the housekeeping records may be kept on the computer. For example,
 Room type with standard content design and color scheme;
 Housekeeping Items‟ purchase details like
 Name of supplier
 Date of purchase
 Cost of Item,
 Problems if any,
 Method of cleaning, and
 Maintenance.
6. Work Methods
These should be identified for use in training periods or where special cleaning operations are
carried out.
7. Files
Computer files take the place of traditional files reducing the need for filing cabinets.
8. Word-Processing
The computer used as a word processor takes the place of a traditional typewriter, so all
correspondence could be prepared in this way. A standard letter could also be kept in memory.
9. Planning System
A well-organized housekeeping department has a planning system in operations.
The computer is ideal for keeping such records and preparing forecasts for example, on window
cleaning, redecoration, etc.
10. Energy Saving
Computers can be used to control heat, light, power, and telephone usage.
Other IT Applications in H/K
Some companies also offer tray detection technology.
When a guest puts a tray outside of the door, housekeeping is alerted from a triangle sensor on the
tray that triggers another sensor in the doorway.
This immediately alerts the staff to the waiting tray by way of a blinking light.
The housekeeping staff can also be alerted when a room is available for cleaning by the guests.
In this application, guests click a button, which sets off another sensor, to indicate they are gone and
the room can be cleaned.
Use of Computers in housekeeping

Many hotels have invested heavily in information technology infrastructure and networking that
deploy the latest technical advances in their operations. The new technologies which are gaining
entry into the hospitality segment are Wi-Fi (wireless fidelity), radio frequency identification, and
the possibility of tracking inventory and guest data through the convergence of cellular and wireless
technologies, GPS (Global Positioning System), VoIP (Voice over Internet Protocol), handheld
communication devices and so on. Hotels either provide Wi-Fi as a value-added amenity to the
guest or offer the service at a cost to their guest. Wi-Fi is provided in guest rooms as well as public
areas, lobbies, meeting rooms, lounges, and so on.
1.9 CAREERS IN ACCOMMODATION OPERATIONS:

Careers in Accommodation
Hotel General Manager
Sales Manager
Housekeeping Room Attendant
Guest Services Attendant
Front Desk Agent
Executive Housekeeper
Small Hotel or Guest House Owner/Operator
Chief Concierge
HOTEL GENERAL MANAGER

OVERVIEW
The General Manager is the most senior executive of a hotel or motel, although he or she might
report to the owner or executives of the parent hotel chain. They set room rates, develop the budget
for each department, approve expenses and establish the standards for service to guests. The
General Manager also has responsibility for front of the house operations as well, setting standards
and overseeing restaurant and banquet operations, guest services, housekeeping, and decor.
DUTIES
Hotel General Managers plan and direct the operations of hotels, motels, resorts, and similar
organizations or departments within these facilities. They prepare budgets, monitor expenses, and
schedule/supervise staff.
SALES MANAGER
OVERVIEW
Sales managers (also called sales representatives) are responsible for selling products and/or
services as identified in the sales and marketing plan of an organization. Sales managers are
self-motivated, able to set and achieve goals and use time and efforts effectively and efficiently.
They have effective selling skills and strong product/service knowledge, and are able to adapt what
they sell to meet specific client needs.
DUTIES
Promote products or services, identify and solicit new clients or target groups, prepare sales reports
and track activities, estimate or quote prices, credit terms, warranties and delivery dates, prepare
sales contracts, process orders and make delivery arrangements, may help set direction or
guidelines and assign or review work of others, may help organize and conduct sales campaigns and
participate in trade shows or other promotions.
HOUSEKEEPING ROOM ATTENDANT

OVERVIEW
Housekeeping room attendants provide for the comfort of guests in hotels, motels, resorts, etc. by
ensuring that guest rooms and public areas are clean and properly presented. A housekeeping room
attendant promotes a positive image of the property to guests, and must be pleasant, friendly and
able to address problems or special requests.
DUTIES
Stock and sort supplies in linen closet and on housekeeper's cart, vacuum, clean, dust and polish
guest rooms, make beds, change sheets, remove and replace used towels and toiletries, deliver and
retrieve items on loan to guests, e.g. iron and ironing board, ensure security of guest rooms and
privacy of guests, perform rotation cleaning duties (e.g. steam clean carpets) as required.
GUEST SERVICES ATTENDANT

OVERVIEW
Guest services attendants provide service to guests at the main door or lobby of an accommodation
property. They help with luggage, offer information, and generally endeavor to make each and
every person's stay a pleasant one. Work can be very fast-paced, especially during the high season,
but extra effort may be rewarded with gratuities. Guest services attendants are often the eyes and
ears of a property as they are constantly moving around it and often notice issues that need attending
to.
DUTIES
Provide guests with verbal or written information about the facilities, services, room choices and
rates, and area attractions, make room reservations following established procedures, using
computerized or manual systems handle guest arrivals and departures, handle guest keys, mail and
faxes, compile record sheets or log books, guest accounts and vouchers, prepare bills and process
payments.
FRONT DESK AGENT

OVERVIEW
Front desk agents provide many guest services. Often a guest's first impression of a property is the
result of the front desk agent's skills and abilities. Front desk agents work in the lobby or reception
areas of hotels, motels, resorts and other accommodation facilities. The position is challenging and
varied, and offers the opportunity to work flexible hours and meet many new people (as well as
welcome regular customers to the establishment).
DUTIES
Assist guests with arrivals and departures, handle guest's concerns, offer referrals for services, and
handle requests for information. Handle and store luggage, assist with the check-in and check-out of
groups and tours, provide valet parking, assist other departments as required.
EXECUTIVE HOUSEKEEPER
OVERVIEW
Executive housekeepers direct and control housekeeping operations and staff of the housekeeping
department. An executive housekeeper manages many priorities and demands and is able to solve
problems and support staff, as well as perform the duties of a housekeeper when required.
DUTIES
Establish and/or implement operating procedures and standards plan and co-ordinate the activities
of housekeeping supervisors and their crews, co-ordinate inspection or inspect assigned areas to
ensure standards are met, apply human resource management skills such as hiring, training and
evaluating performance, complete financial management tasks such as setting and adhering to a
budget, handle administrative tasks.
SMALL HOTEL OR GUEST HOUSE OWNER/OPERATOR

OVERVIEW
An owner/operator of a small hotel or guest house business plans, directs and manages all the daily
and long-term operations. This position offers the opportunity to work flexible hours and meet new
people. Business tasks can often be combined with household tasks (e.g. breakfast for guests can be
purchased at the same time as groceries for the household). Ensuring the enjoyment and comfort of
guests is the owner/operator's number one priority, and he has the ability to do this creatively in
ways that appeal to him.
DUTIES
Meet guests' needs related to overnight stays and meals, respond to enquiries and solve problems,
offer tourism information and promote local area, use business management skills, use sales and
marketing skills, complete financial management tasks, use administrative skills, maintain facility,
equipment and supplies.
CHIEF CONCIERGE
OVERVIEW
A chief concierge supervises both guest services attendants and concierges. A concierge serves the
needs of guests in hotels, resorts and other accommodation facilities by providing information and
special services to enhance guests visits. The position is varied: a concierge may be asked to book
elusive theatre tickets, give directions to a local festival or recommend a doctor.
DUTIES
Supervise and direct guest services attendants and concierges, communicate directly with guests, in
person or by telephone, provide information on facilities and services, events and attractions, tours,
travel routes and transportation schedules, provide area maps, brochures and other literature,
arrange tickets, bookings, appointments and reservations for guests.
IMPORTANT DEFINITIONS AND FULL FORMS
 Hospitality: refers to the relationship between a guest and a host, and it also refers to the act or
practise of being hospitable. It includes cordial reception and entertainment of guests, visitors
or strangers. Hospitality is also known as the act of generously providing care and kindness to
whoever is in need.
 Tourism: is the temporary movement of people to destination outside the place where they
normally live and work and include the activities they indulge in at the destination as well as all
facilities and service especially created to meet their needs. And the people who move away
from their usual place of work and stay for more than 24hours and less than a year are known as
tourist.
 Tourist: UNWTO defines tourists as “people who travel to stay in places outside their usual
environment for not more than one consecutive year for leisure, business and other purpose not
related to the exercise of an activity remunerated from within the place visited”.
 UNWTO: United Nation World Tourism Organization- The United Nations has an agency
called the UNWTO devoted to promoting sustainable, responsible, and universally accessible
tourism. They do this by promoting travel planning, making policies, and encouraging
sustainability.
 HRACC: Hotel Restaurant Approval and Classification Committee
 FHRAI: Federation of Hotel and Restaurant Associations of India
 HAI: Hotel Association of India
 IATO: Indian Association of Tour Operators
 TAAI: Travel Agents Associations of India
 IHM: Institute of Hotel Management Catering Technology and Applied Nutrition
 IHHA : Indian Heritage Hotel Association

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DEPARTMENT OF HOTEL MANAGEMENT

ACCOMMODATION OPERTAIONS - NOTES

1.1 Meaning, Definition & Origin of Hospitality Industry

2.1 Functional Areas, Sections and Layouts of Hotel Front Office

UNIT- 3: INTRODUCTION TO ACCOMMODATIONS DEPARTMENT (HOUSEKEEPING)

3.1 Functional Areas, Sections and Layouts of Housekeeping

4.1 Sustainability in Accommodation operations

1. Managing Front Office Operations – Michael L Kasavanna & Richard M.Brooks

2. Front Office Operations and Management - Jatashankar R. Tiwari

3. An introduction to hospitality- Dennis L.Foster

4. Principles of Hotel Front Office Operations- Su Baker, Pam Bradley

5. Hotels for Tourism Development – Dr. Jagmohan Negi

6. Hotel, hostel and hospital housekeeping by Branson and Lennox

7. Hotel Housekeeping – Operations and Management by G.Raghubalan and Smritee Raghubalan,

8. The Professional Housekeeper by Schneider, Tucker and Scoviak

9. Housekeeping Operations, Design and Management by Malini Singh, Jaya B George

1. Hotel Housekeeping Duties: A Day in the Life

By Hotel Tech Report

2. Role of Housekeeping in Guest Satisfaction and Repeat Business

3. Top issues and solutions for your housekeeping department

4. 100 Hotel Trends You Need to Watch in 2021 & Beyond

1.1 Meaning, Definition & Origin of Hospitality Industry

1. Food and Beverage service

4.Use of furniture and fixture etc.

ORIGIN AND GROWTH OF HOSPITALITY INDUSTRY:

1.2 Importance of Travel &Tourism Industries for Hotels

1) Tourism is defined as “the inter-relationships arising from the interaction of

c) The government of the host destination and

d) The residents of the host area destination

2) Tourism as a product can be defined as “An amalgam of three main components

a) Attractions of the destination

b) The facilities of destination and

c) The accessibility of it”

 Activity of movement of people (visitors) and

There are basically three phases in tourism

1.3 Evolution & Growth of Global & Indian Hospitality Industry:

Evolution & Growth of Global:

Indian Hospitality industry

Vehicle operator can register through online

Hotel classification serves the following purpose:

 Lends uniformity in services and sets general standards of a hotel

 Helps tourist select a hotel that meets their requirement.

CLASSIFICATION ON THE BASIS OF:

5. Degree of service offered

 Small sized hotel: less than 100 rooms

 Medium sized hotel: between 100 to 299 rooms

 Large sized hotel: between 300 to 599 rooms

 Very large hotel: between 600 to 999 rooms

 Mega: more than 1000 rooms

ACCORDING TO LOCATION AND CLIENTELE

 DOWNTOWN OR COMMERCIAL HOTEL:

Location: heart of the city / commercial area or busy business area

 MOTEL OR MOTOR HOTEL OR FREEWAY HOTEL:

 SUB- URBAN HOTEL :

Location: outskirts of the city or suburb

Facility: moderate, budgeted

Avg. duration of stay: longer duration, months

Location: lodging properties that float on the surface of water.

ACCORDING TO STAR CLASSIFICATION/ STANDARD CLASSIFICATION

E – Essentials (have to have)

N – Necessities (should have)

D – Desirables (may or may not have)

 Secretary Tourism, Govt. Of India