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CHAPTER II
LITERATURE REVIEW
A. Hotel
1. Hotel Definition
This part talks about the definitions of hotel. There are so many
definitions that can be found about hotel. Many experts have their own definition
about hotel. However, most of their definitions are relatively similar and
strengthen each other.
According to Charles, E, Steadmon and Michael, L, Kasavana. (1988),
Managing Front Office Operations, Vol. 1 Hospitality Management Library,
“a hotel may be defined as an establishment whose primary business providing
lodging facilities for the general public which furnishes one or more of the
following service such as food and beverages services, room attendant services,
uniformed services, and used of furniture and fixture.” (p. 4.)
According to Braham (1993), hotel maybe defined as “an establishment
held out by the proprietor as offering food, drink and if so required sleeping
accommodation without special contact, to any traveler presenting himself who
appears able and willing to pay a reasonable sum for the service and facilities
provided and who is in a fit state received.” (p.173.)
Based on the definitions, it can be concluded that a hotel is a form of
building, symbols, corporate, or business entity that provide service in
accomocation, lodging, food, beverages, and other services facilities that all
services are intended to general public’s interest especially for the guests during
their stay.
2. Hotel Classification
The Tourism Department divides hotel into some classifications based
on certain criteria. The hotel classification can be observed from some

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characteristics of the hotel which are related to each other. Hotel can be
classified based on the number of the room, the location, and the plan usage.
Formal criteria of the hotel classifications are issued by government
rules. It is regulated by the Tourism General Directorate in Kep- 22/U/VI/78.
For the classifications, a hotel can be observed from many factors which has
relations to each other. These are the classifications :
a. Hotel star and the number of the room
1) One Star Hotel
The room in One Star Hotel provides at least 15 rooms with its
minimal size about 20 meters square. This hotel provides a limited
range of amenities and services. Its high standardization facility and
cleanlines become the main attention for the hotel.
2) Two Star Hotel
Two star hotel has at least 15 rooms of 22 meters square. The hotel’s
suite room width is about 44 meters square. This hotel provides good
accommodation equip with good bedrooms. Each room has a privyhate
telephone and a private bathroom.
3) Three Star Hotel
Three star hotel commonly provides at least 20 rooms and two suite
rooms. The room’s width is 24 meters square and 48 meters square for
the suite rooms. This type of hotel has more special rooms with high
class decoration, furniture, a colour TV, and many others facilities. It
even has one bar or lounge in its building.
4) Four Star Hotel
Four star hotel provides at least 50 rooms and three suite rooms. The
Room’s width is 24 meters square and 48 meters square for the suite
room’s width. It also provides room services and other amenities. It is
more comfortable and larger.

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5) Five Star Hotel

The Hotel generally provides at least 100 rooms and 4 suite rooms. The
standard room’s width is about 26 meters square, and 51 meters square
for the suite room`s width. It offers a luxurious service and provides
various facilities for the guests such as swimming pool and a gym or
exercise facilities.
b. Hotel classification based on its location
Based on its location, the hotel can be classified into :
1) City Hotel
A city hotel is located in a big city and usually a large hotel with four
or five star hotel.
2) Resort Hotel
This kind of hotelis usually separated from the crowded situation
which is located near a tourism resort or a tourism area. Resort hotel
can be divided into five types of resort. Based on it is location, they are
classified into:
*) Mount hotel which is located in the mountain area.
*) Beach hotel which is located near the shore.
*) Hill hotel which is located in range of the hill area
*) Lake hotel which is located in the lake side area.
*) Forest hotel which is located in protected forest.
3) Suburb Hotel
A hotel can be classified to this category if it is located in the border of
the city.
4) Urban Hotel
If a hotel is located in a village far from the city, it can be classified as
an urban hotel. Usually the hotel consists of a complex building.
5) Airport Hotel
This kind of hotel is located atan airport or located close to an airport.
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c. Hotel classification based on the services

Based on the plan usage and the sevices given by the hotel, they are
classified into :
1) American
American plan hotel’s services are divided into two kinds of services.
Those are Full American Hotel and Modified American Hotel. The
explanation is as follows :
 Full American plan means that the room’s rate includes
breakfast, lunch, and dinner.
 Modified American plan means that the room’s rate includes
breakfast and lunch or lunch and dinner.
2) European
European plan is a hotel that provides room only with no facilities. The
cost that is paid by the guest is the room rate only. Food and beverages
are not included. It just offers the accommodation.
3) Continental
This kind of hotel has the plan system includes both room rates and
breakfast. They offer accommodation and a continental breakfast
4) Bermuda
Bermuda plan is a hotel that offers the room price includes American
breakfast.
3. Hotel Departments
For the operational activities, a hotel has many departments. Each
department has its own duties. The main departments of the hotel are :
a. Front Office Department
According to James A. Bardin, HotelFront Office Management,
(2006), front office is a hotel’s section as administrative and operational to
handle guest’s rooming in the hotel. It is the most important department of the

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hotel. The main function of this department is to give warm greeting to the
guest. It creates good images in front of the hotel’s guests.(p.442)
Front office is where the guests can get their first information about
the hotel. It is the place where the guests get their first or their last impression
of the hotel. Front Office Department in a hotel is indeed the heart and the
nerve center of the guests activities. Front office has an important role to get
high income for the hotel by selling rooms.
b. House Keeping Department
Djumino in his book Room Division Knowledge (2003) explains that
“House keeping is one part of the hotel which has responsibilities about
cleanness and tidiness of the hotel area, including handling the rotation of
linen and uniform of the employees.” (p. 6)
This department is responsible for cleaning and maintaining hotel
premises which include public area, guest rooms, lobby, swimming pool area,
etc. Genereally, this department is not visible to the guest. It works for the
guest’s satisfaction through keeping the environment clean and hygienic.
From the quotation above, housekeeping department is one of many
departments in a hotel which is responsible in keeping cleanness, tidiness, and
amenities of the hotel. The following this are considered to House Keeping
Department’s job description:
1) Supplying of cleanliness and good amenities to the guest rooms.
2) Scheduling periodic cleaning of the hotel and guest rooms.
3) Providing room for occupancy.
4) Ensuring all fixtures and furniture in proper working condition.
5) Coordinating with the other departments for the smooth operation.
c. Food and Beverage Department
Food and Beverage Department or F&B Department is a
divisionrelated to foods producing. The areas under F&B Department are

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restaurant, bar, lobby, loung, room services, and banquet. These

departmentsare divided into two parts, they are:
1) Food and Beverage Service
This division is doing service coordination and checks the
management operational in all food and beverage outlets. There are
several kinds of food and beverages outlets, such as restaurants, bars,
coffee shop, take away banquets, etc. The responsibilities of food and
beverage service are as follows :
 Taking the order by presenting menu.
 Serving the guests order according to their demand.
 Maintaining the hygiene and cleanliness in the outlets.
2) Food and Beverage Product
This division is led by an executive chef who is responsible for
cooking the food and beverage, concern for sanitation and hygiene of
the food and beverages in the kitchen that oriented on the hotel rules.
It is an invisible division to the guest because it usually works on the
back area. These are several responsibilities of Food and Beverage
Product Division :
 Preparing food and beverage items which are ordered by the
guests in a specific time.
 Checking the quality of the food.
 Controling the wastage through the portion control and cost
control.
 Purchasing and keeping the raw materials in an appropriate way.
 Managing the work load among staffs in the kitchen.
d. Human Resources Department
HRD is responsible for hiring and firing the staffs, maintaining rules
and regulations aof the hotel, providing uniform and identifying cards for the

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staff, training program, preparing salary standardization, etc. Some duties of

the Human Resources Depatment are listed belows :
 Handling external and internal recruitment.
 Calculating employee’s salaries, compensation, and tax
withhold.
 Administrating and monitoring employee’s paperworks and
attendance.
 Maintaining good relations.
 Ensuring employee’s safety and working conditions.
e. Sales and Marketing Department
This department is handling some reservation by group, volume
bussiness, Meetings Incentives Convention Exhibitions (MICE), doing
corporate and doing promotion to get alot of guests. A typical sales and
marketing is composed by four different departments : sales, convention
services, advertising, and public relation.
f. Accounting Department
This department is responsible for maintening the financial
statements and reports of the entire hotel. It is responsible for the calculations
of the total profit or loss of the hotel. Some activities that are undertaken in
the Accounting Department are :
 Paying outstanding invoices.
 Distributing unpaid statements.
 Collecting amount owed.
 Processing payrolls.
 Accumulating operating data.
 Compiling financial reports.
 Making bank deposits.
 Securing cash loans.

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 Performingand processing other controls and functions.

g. Engineering and Maintenance Department
This department maintains the property’s structure and grounds as
well as electrical and mechanical equipment. This department is responsible
for maintaining and repairing damaged items. For example : plumbing,
eclectics, electricals, repairing the furniture, etc.
h. Security Department
This department works for maintaining the safety and security of the
guests, the staffs, and the entire hotel properties. Security Department comes
into action when there are theft, fire, and any emergency case. The
department is also responsible for the lost and found procedures. Some of the
function of the security department are :
 Patrolling around the hotel
 Monitoring supervision equipments.
 Ensuring safety and security of guests, visitors, and employees.
B. Front Office Department
1. Front Office Definition
Richard S, in his book Front Office(2000), states “the Front Office is
the most visible department in a hotel and the front desk typically occupies a
prominent place in the hotel’s lobby. The person who is responsible for leading
the front office staff in delivering hospitality is called front office manager”
(p:1).
According to Charles E. and Michael L. Kasavana, in the book
Hospitality Management Library(1988), “The front office is the main point of
contact between guest and the hotel. All of the front office functions and activity
areas are oriented toward supporting guest transactions and services. Traditional
front office function includes reservation, registration, room and rate assignment,
guest service, room status, maintenance and settlement of the guest accounts, and

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creation of the guest history record. The front office is responsible for
developing and maintaining a comprehensive database of guest information,
coordinating guest service, and ensuring guest satisfaction”(p:35).
2. Front Office Organization
In a large hotel, the front office is often organized along functional
lines, with different employees handling separates operational area. This
separation of duties may not be practical in a small hotel where it is common for
one or two individuals to be responsible for all front desk operation.
Based on Charles E. and Michael L. Kasavana, the Front Office in a
large hotel supports many positions with a considerable separation of job duties.
These typically include:
a. A Front Desk Officer who checks people in and maintains the room
racks.
b. A Cashier who handles money, posts charges, and checks people out of
the hotel.
c. A Mail and Information Clerk who is responsible for taking messages,
giving directions to the guests and filing.
d. A Reservation Officer who takes reservations and keeps reservation
records in order.
KusumaSahid Prince Hotel is included as a large hotel. Therefore it
needs to be organized along the functional lines. There are Receptionists who are
the Front Desk Officers, Reservation Officer who is the one handling many
mails income, take and keep reservations order and also record, and Cashier who
handles money and checks out the guests. Although in KusumaSahid Prince
Hotel, a bellboy and a driver are also included as the part of the Front Office
Department, and there is a Front Office Manager as the leader of Front Office
Department.

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3. Front Office Department

The first time the guests arrive in a hotel, they will have contact with
bellboy and receptionist. Bellboy and receptionist are part of Front Office
Department. It is the first contact that happens between the guests and the hotel
personals. To attract the guest’s interest for the first time, the receptionist should
offer some services and promotions or events of the hotel as a part of registration
process. A guest who never stays at the hotel before will not know what property
that the hotel offers. It becomes one task of the receptionist to sell the hotel
rooms and services to the guests.
The function of the receptionist is as the first person who will welcome
the guests and do the registration of the guests who will stay in the hotel.
Receptionist also will be the information center for the guests.
After doing the registration process, there is a bellboy who will
accompany and carry the guest’s bags and other things that belong to them to
their room in the hotel.
For the guests who will reserve the room of the hotel via email or
phone, there are reservation officers. He or she will take and keep the reservation
of the guests by mail or by phone. The reservation officer also has a
responsibility for replying all incoming mails and giving all information about
the hotel to the guests via email or phone.
To handle the payment of checked out guests, there is a cashier. He or
she is fully responsible for everything related to money in Front Office
Department. Lastly, there is a Driver in the Front Office Department of
KusumaSahid Prince Hotel who will pick up and drive the guests to their
destination.
All parts of the Front Office Department are led by a Front Office
Manager who coordinates and controls the jobs done by each part of the
department.

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