WORKSTATION FACILITIES

DESIGN AND THE

HOSPITALITY INDUSTRY

Chapter 3
In the hospitality and tourism industry, giving the full experience to
the clientele is the best advertisement. The aesthetic value of the
facilities is part and parcel of a bigger microcosm. However, in
order for the industry to deliver quality service to the clients, the
working conditions and the workstations of the staff should be
considered. The correct and compatible design of their work and
tasks allows the workforce to deliver better services not just in
quantity but more so in quality.
OBJECTIVES:

At the end of the chapter, the students will be able to:

1. identify the role of workstations in the hospitality and
tourism industry;
2.increase their level of understanding and assess the functions
of the facility designs of workstations; and
3.evaluate the relationship of the different workstations to
deliver services both in quantity and quality.
 CONTENT :
The general division of a facility for the hospitality and tourism industry is divided as front of the
house (FOH) and back of the house (BOH). Both areas are integral in the operation to provide
quality service.

BOH are spaces that cater to all the behind-the-scenes activities. These areas are not seen nor
made accessible to clients and guests. Included in the BOH are operations that deal with
housekeeping, food production, human resource, accounting, security, engineering, and
maintenance. BOH is sometimes referred to as the heart of the house.Employees under this area
do not directly interact with the guests.

FOH is where most of the interaction occurs. These are areas that clients would have great
exposure to while they stay in the facility such as the lobby, restaurants, and cafés. These are the
areas that should be decorated to set the concept and the ambiance of the facility. The
engagements of the client and the staff in these areas create the first impression that is carried out
in the whole experience of the place.
Both BOH and FOH areas are host
to the movements of guests and staff.
The design of the workstation is
critical in the delivery of quality
service to the clients. The books of
Marcus Vitruvius Pollio (80-15
BCE), a famous ancient Roman
architect and theorist, was the basis
of.the Vitruvian Man penned by
Leonardo da Vinci around 1492
which depicts a man's reach.
It was not until the 18th century when
Adolphe Quetelet and Louis R.
Villermé took cognizance of the
physical stacture of the population as
a variable of socioeconomic growth.
The birth of Anthropometry as a
science in obtaining a systematic
measurement of the human body was
developed in 1830 by Alphonse
Bertillon. It was originally used as a
system of identification of felons'
physical measurements which
include the size of the head, the
reach of arms and extent of legs,
scars, and other distinguishing marks
and features.
In the mid-19th century, Polish scholar Woiciech Jastrzebowski published his
book titled, Ergonomji. The term "ergonomics" was attributed to the Greek
words ergon (work and labor) and nomos (natural laws). The height of
industrialization triggered the study on the relationship between labor and
health. This was the springboard for the development of preventive measures
based on human measurements that cause occupational fatigue. The
development of ergonomically designed equipment, fixtures, and furniture
continuously evolved alongside the culture of safety to increase productivity and
boost the morale of employees. Ergonomics is the science of standardization
through human measurement and human anatomy that was developed with the
end goal of protecting people in their everyday lives and at work against the
effects of their tasks while performing their duties and responsibilities."
Woiciech Jastrzebowski
Importance of Ergonomics in the Workspace
1. Promotes a culture of safety. - A healthy and safety-conscious
workforce is a valued asset to any company; it creates sustainability in
terms of branding the service.
2. Improves workforce productivity - A well-designed workspace
allows good posture and lessens movement and unnecessary effort,
providing workers efficiency.
3. Reduces unnecessary expenses - The cost of treatment and
hospitalization in an unsafe workplace can be reduced or totally
obliterated through ergonomics. This will also entail the additional
cost of hiring and training new staff due to immobilized personnel.
Facilities Planning
It is the process of designing the layout and location
to provide a congruence on the activities of people,
equipment, and furniture to achieve a desired goal. It is
a complex program that involves multidiscipline
professionals.
A good facility design should be able to accomplish a
goal that satisfies the safety of the workers in terms of
material handling, utilization of equipment, and
increased quality. of delivery of goods and services.
 Factors in Determining Layout and Design
In laying out the different parts of the workstations in the hospitality
and tourism industry, the professionals involved should be able to
address the folfowing conditions:
1. Versatility of space for expansion or change - Whether the space
needs to expand or minimize is an inevitable process in the
hospitality industry brought about by trends, technology, and
economics.
2. Ease of movement - This is achieved through proper allocation of
space. This would limit the incidents of delays and accidents.
3. Safety - This is accomplished by the harmonious combination of
correct planning and choice of materials used.
4.Accommodation - Furniture, equipment, and fixtures used are
ergonomically designed.
Major Sectors of the Hospitality Industry
1. Accommodation and Lodging - The backbone of accommodation and
lodging relies on superior customer satisfaction, which includes their
comfort and the quality of the amenities. These premiums are not
exclusive to 5-star hotels and establishments; they should be
encompassing to all types of accommodations.
The different types of hotel accommodations are:
a.Suites - They are more spacious than a typical hotel room.
b.Resorts - These are often related to nature and, more often than not,
provide different types of rooms, from adjoining rooms, and stand-alone
units, to detached secluded villas.
c.Lodging - The most basic accommodation that provides a room or
space for sleeping. These are normally patronized by backpackers who
only stay for a limited time.
2. Food and Beverage - This is the largest sector in the hospitality industry.
This comprises of facilities that engage primarily in preparing food for meals,
snacks, and beverages. Food is served either in stand-alone facilities that serve
fast food to fine dining. The facilities can also be part of a bigger structure such
as hotels, malls, movie theaters, sports facilities, and entertainment complexes.
3. Travel and Tourism - This sector involves services related to moving people
from one place to anöther. This would entail different transportation modes
such as buses, taxicabs, planes, ships, or trains from budget coaches to high-
end classes.
The travel can either be for business or leisure.
4. Entertainment and Recreation - This sector involves activities that allow
people to enjoy, rest, and relax. The primary goal in entertainment and
recreation is for the guests to refresh their mind and body. The facilities related
to this sector are resorts, theaters, cinemas, casinos, and places with special
interest like parks, zoos, museums, planetariums, and areas for sports either
as spectators or participants.
THANKS for LISTENING
.