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Tourism AND Hospitality
Tourism and Hospitality (Makerere University)
Studocu is not sponsored or endorsed by any college or university
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TOURISM AND HOSPITALITY
DTHM 1103
NOTES
TOPIC ONE
INTRODUCTION TO TOURISM AND HOSPITALITY
1.1 Origins of tourism and hospitality
Travel is as old as mankind on the earth. The man at the beginning of his
existence roamed about the surface of the earth in the search of food, shelter,
securities, and better habitat. However, in course of time, such movements
were transformed into wanderlust.
About five thousand year ago, changes in climate, dwindling food and shelter
conditions hostile invaders made the people leave their homes to seek refuge
elsewhere like the Aryans left their homes in Central Asia due to climate
changes. Perhaps, this leads to the development of commerce, trade, and
industry.
During Hindu and Chinese civilization a movement of religion, education and
culture began. Christian missionaries, Buddhist monks and other traveled far
and wide carrying religious messages and returned with fantastic images and
opinions about alien people.
For centuries movement of people continued to grow due to the efficiency of
transport and the assistance and safety which the people could travel. By the
end of the 15th century, Italy had become the intellectual and cultural center
of Europe. It represented the classical heritage both for the intelligentsia and
the aristocracy.
During the 16th Century, travel came to be considered as an essential part of
the education of every young Englishman. Travel thus became a mean of self –
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development, and education in its broadest sense. The educational travel was
known as „Grand Tour„.
The industrial revolution brought about significant changes in the pattern and
structure of British society. Thus, the economy of Britain was greatly
responsible for the beginning of modern tourism. It also created a large and
prosperous middle class and because of great improvement in transportation
systems in latter half of the 18th century and the first quarter of the 19th
century, an increasing number of people began to travel for pleasure.
Travel was originally inspired by the need for surviving (food, shelter, and
security), the desire to expand trade and quest to conquer. As the
transportation system improved the curiosity for transforming the vast and
virgin world into a close neighborhood created a new industry i.e. Travel and
Tourism.
However, the developments of rails, roads, steamships, automobiles, and
airplanes helped to spread technology across the globe. Earlier travel was a
privilege only for wealthy people but with the industrial revolution, the scenario
altogether changed. Transportation, as well as accommodation, became
affordable to middle and working-class citizens.
Essentially, with the development of jet travel, communication, new technology,
tourism, and travel became the world‟s largest and fastest-growing industry.
Travel and tourism, recently have emerged as a dominant economic force on
the global scene accounting for more than 12% of total world trade and growing
at the rate of 8 percent annuals.
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1.2 Definition of terms related to tourism and hospitality
Tourism
There are a number of ways tourism can be defined, and for this reason,
the United Nations World Tourism Organization (UNWTO) embarked on a
project from 2005 to 2007 to create a common glossary of terms for tourism. It
defines tourism as follows:
Tourism is a social, cultural and economic phenomenon which entails the
movement of people to countries or places outside their usual environment for
personal or business/professional purposes. These people are called visitors
(which may be either tourists or excursionists; residents or non-residents) and
tourism has to do with their activities, some of which imply tourism
expenditure (United Nations World Tourism Organization, 2008).
Mathieson and Wall (1982) define tourism as follows: "The temporary
movement of people to destinations outside their usual places of work and
residence, the activities undertaken during their stay in those destinations,
and the facilities created to cater to their needs."
Hospitality
This refers to the business of helping people to feel welcome and relaxed and to
enjoy themselves”
Travel
Travel is the activity of moving between different locations often for any
purpose but more so for leisure and recreation
Tourist
A commonly accepted description of a tourist is “someone who travels at least
80 km from his or her home for at least 24 hours, for business or leisure or
other reasons” (LinkBC, 2008, p.8). The United Nations World Tourism
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Organization (1995) helps us break down this definition further by stating
tourists can be:
i.
Domestic (residents of a given country travelling only within that
country)
ii.
iii.
Inbound (non-residents travelling in a given country)
Outbound (residents of one country travelling in another country)
Excursionists
Excursionists on the other hand are considered same-day visitors (UNWTO,
2020). Sometimes referred to as “day trippers.” Understandably, not every
visitor stays in a destination overnight. It is common for travellers to spend a
few hours or less to do sightseeing, visit attractions, dine at a local restaurant,
then leave at the end of the day. Excursionists do not stay overnight.
Visitor
Any person visiting a country other than his usual place of residence for any
other reason than following an occupation within the country visited.
Traveller
A person who travels from one place to another, irrespective of the purpose of
travel or duration of stay
Transit visitor
A traveller who passes through a country without breaking journey other than
taking connecting transport
Destination
The place where a tourist travels for leisure or business related activities. There
are can be no tourism without destination. For a destination to develop and
sustain itself, the following five A‟s (Classic A‟s of tourism) must be meant
1. Accessibility – refers to transport and transportation infrastructure
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2. Accommodation – refers to place to stay
3. Amenities – facilities available at the destination which help in meeting
the needs of the tourist
4. Attraction – reason of travel (natural, human made, cultural, social)
5. Activities – things to do
6. Affordability – cost of tour
Attraction
It is a physical or cultural feature of a place that can satisfy tourists‟ leisure
based need.
Cultural Heritage
It is an expression of the manner of living developed by a community and
passed on from one generation to the next. It includes customs, practices,
places, objects, artistic expressions and values.
Dark Tourism: (Black or Grief tourism)
It is the tourism involving travel to places historically associated with death
and tragedy.
Ecotourism:
It involves maintenance and enhancement of natural systems such as water,
air, woods and forests, and flora and fauna through tourism.
Tourism Carrying Capacity
The maximum number of people that may visit a tourist destination at the
same time, without causing destruction of the physical, economic, sociocultural environment, and an unacceptable decrease in the quality of visitors'
satisfaction.
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1.3 Qualities of a hospitality officer
The hospitality industry offers a wide range of career options. To be successful
in the industry, you need certain qualities that employers look for and
customers expect.
1. Commitment
To be successful in the hospitality industry, you must be committed to
ensuring customer satisfaction. You must do whatever it takes to keep
customers happy and create an environment where customers want to come
back.
2. Communication Skills
The most successful employees in the hospitality industry are those with
excellent communication skills.
Listening: Someone once said, “We have got two ears and only one mouth
which means we should listen twice as much as we speak”. This is true for
many things, but even more so in the hospitality industry.
Oral and body language: After the listening, comes the talking. This one is just
as important as the previous one. In particular, when your guests speak a
different language, you want to make sure you are confident in whatever
language you speak.
3. Enthusiasm.
Great employees of the hospitality industry are enthusiastic about their jobs
and strive to do the best work possible. They want to give their customers the
best experience available. Without the customers you do not have a job.
4. Leadership
Great hospitality employees have strong leadership skills and are able to
command project and make significant contributions to an organisation's
overall success.
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5. Organised. To stay on top of the multitude of tasks you'll face as a
hospitality employee, you have to be organised and multitask without dificulity.
6. Knowledgeable of Safety / Hygiene issues
Successful hospitality employees are familiar with rules of work safety and food
/ personal hygiene as they apply to venues serving food.
7. Teamwork.
Successful employees of the hospitality industry work well with others, you
need to be a productive team member.
1.4 Tourism and hospitality sector
The tourism industry, also known as the travel industry, is linked to the idea of
people travelling to other locations, either domestically or internationally, for
leisure, social or business purposes. It is closely connected to the hotel
industry, the hospitality industry and the transport industry, and much of it is
based around keeping tourists happy, occupied and equipped with the things
they need during their time away from home.
What is the Tourism Industry?
So, what is the tourism industry? First, it is important to define what is meant
by the „tourism industry‟. Essentially, it refers to all activity related to the
short-term movement of people to locations away from where they usually
reside. It is one of the world‟s largest industries and the economies of many
nations are driven, to a large extent, by their tourist trade.
It is also a wide-ranging industry, which includes the hotel industry, the
transport industry and a number of additional industries or sectors. It is vital
to understand that the tourist industry is linked to movement to different
locations, based not only on leisure, but also business and some additional
travel motivators.
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With that being said, according to the most common definitions, the tourism
industry does not cover activities related to travel where the person intends to
stay in their destination for longer than one year. As an example, this means
that expatriates and long-term international students are not technically
classed as tourists.
What Are the Sectors Within the Tourism Industry?
1) Transportation
The transportation sector is concerned with helping tourists to get where they
need to go, via the provision of transport. This may include providing them with
the means to get to their intended holiday destination in the first place, but
may also include assisting them with getting around after they arrive at their
destination.
Included within this sector are services related to road, rail, air and sea travel.
Airline Industry
The airline industry plays a vital role in the modern travel industry, providing
passengers with access to both domestic and overseas flights, allowing them to
quickly reach their intended destinations via commercial aircraft. Airline
services are generally divided into scheduled and chartered flights.
Car Rental
For many tourists, having access to a car is an important part of their tourist
experience, ensuring they have the freedom to explore and travel freely. Car
rental services provide this kind of access and often operate in close proximity
to airports, or even in partnership with particular airlines or travel companies.
Water Transport
As the name suggests, the water transport sub-section is concerned with
movement across the water. This includes things like ocean liners and ferry
transport, where the objective is usually to get passengers from A to B, but also
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includes cruise liners, where being on the cruise liner itself forms the main
part of the travel experience.
Coach Services
Coach and bus services are an important part of the tourism industry, offering
long-distance
travel,
assisting
airport
passengers
with
travel
to
their
accommodation, taking groups of tourists on day trips to local attractions or
popular tourist destinations, and offering access to other nearby towns and
cities.
Railway
Rail travel has played a key role in the tourism industry since the 19th century
and continues to do so. Railways not only provide a means for travellers to get
to their destination, but over ground and underground rail services also
provide options for navigating many of the major towns and cities that tourists
visit as well.
Spacecraft
A new element of the transport sector – and one that will become increasingly
important in the years ahead – involves the use of spacecraft to carry tourists
into space. Indeed, Virgin Galactic, recently sent the VSS Unity space plane
into outer space and is planning to offer commercial flights to „space tourists‟
in the near future.
2) Accommodation
The accommodation sector is central to the travel and hospitality industry,
because people travelling to different areas require somewhere to stay, rest,
sleep and unwind. In fact, by many definitions, a tourist is only classed as
such if their stay exceeds 24 hours and they use some form of overnight
accommodation.
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Within this subsection, there are a number of different components, ranging
from the hotel industry to camping, hostels and cruises. These sub-sections
are explained in greater detail below:
Hotels
Hotels are the most obvious and popular form of accommodation for tourists
and the hotel industry is inextricably linked to the tourism industry. Put
simply, hotels provide paid lodgings for guests. With that being said, aside from
beds and other essential facilities, the services they provide can vary quite
drastically.
Shared Accommodation
In more recent times, shared accommodation has emerged as a major option
for tourists. One of the most popular services offering shared accommodation is
Airbnb, where users are able to list spare rooms and rent them out to travellers
on a short-term basis. These could be individual, private rooms, or common
areas shared with others.
Hostels
A hostel is typically a lower-priced accommodation option, suitable for those
operating on a lesser budget, or those who are attempting to reduce their travel
costs. It is a form of sociable accommodation, where multiple guests will rent
beds in a shared space, typically with communal bathroom and kitchen
facilities.
Camping
Camping is the practice of staying outdoors overnight, in a tent or similar type
of shelter. While tourists may opt to camp in public areas, commercial camp
sites are extremely popular and often more convenient. These commercial sites
will typically charge for access, but will also provide additional facilities or
utilities.
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Bed & Breakfast
B&B accommodation offers a small number of rooms for guests and offers
overnight stays and breakfast in the morning. In most cases, guests will have a
private bedroom and bathroom, although bathroom facilities are sometimes
shared. The owners or hosts of these establishments will often live in the bed &
breakfast too.
Cruises
Cruises also come under the accommodation sector, because cruise liners
serve as a form of accommodation in their own right. Typically, on a cruise,
travellers will be allocated their own cabin and the cruise itself will last a set
length of time, with tourists staying on the cruise ship for the majority of the
duration.
Farmhouse Accommodation and Agri-Tourism
Travellers are increasingly willing to stay in farmhouse accommodation,
usually on a self-catering basis. This is linked to the idea of agri-tourism,
where tourists visit farms, learn about the work that goes on there, and
sometimes even participate in the daily work themselves as part of the travel
experience.
Time-Share Accommodation
Finally, time-share accommodation, also known as vacation ownership
accommodation, refers to accommodation where ownership or usage rights are
divided between multiple individuals. These individuals are allotted their own
time frame – typically a week or two weeks out of the year – where they have
the right to use the property.
3) Food and Beverage
The food and beverage sector has an interesting role within the tourism
industry, providing tourists with essential refreshments at all stages of their
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travel experience, including during travel, when spending time in their chosen
accommodation, and when they are out and about exploring the location they
have travelled to.
In addition to catering for travellers‟ basic requirements, however, the food and
beverage sector also offers them opportunities to socialise, meet new people
and enjoy themselves.
Restaurants
Restaurants or eateries provide one of the main ways in which tourists eat food
and socialise on their travels. This category includes everything from fast-food
restaurants like McDonald‟s and KFC, through to family restaurants, and
luxury restaurants offering high-end cuisine.
Catering
Catering is usually recognised as the provision of food services at more remote
locations. Within this sub-section would be the various food and drink offerings
found at hotels and other accommodation types, as well as on planes, cruise
ships or trains. It also includes offerings at many tourist attractions or
entertainment sites.
Bars & Cafés
Bars and cafés are an important part of the local economy in many travel
destinations,
offering
tourists
a
more
relaxed
location
to
consume
refreshments, drink alcohol and socialise with locals or other tourists. They
tend to be smaller than restaurants and may have a theme or serve a fairly
general range of products.
Nightclubs
Nightclubs are one of the single most essential parts of the food and beverage
sector, providing travellers with entertainment during the night and actually
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attracting many tourists to some destinations in the first place. Indeed, some
travel hotspots base their entire industry around the nightlife that is on offer
there.
4) Entertainment
Some tourists travel to new locations in the pursuit of entertainment. Such
travellers may be drawn to entertainment options that are not available in their
home location, or they may simply require more general entertainment, which
would be accessible almost anywhere in the world, as part of their trip.
Entertainment attractions or venues are sometimes the main things drawing
travellers to a particular tourist location. On the other hand, many other
entertainment offerings are set up to capitalise on existing tourism.
Casino
Casinos are an entertainment facility centred around gambling activities. The
majority of these activities are games of chance, although casinos do also offer
games where there is some element of skill involved. Additionally, casinos are
commonly connected to hotels and may offer further entertainment, such as
music or comedy performances.
Tourist Information
In the modern travel and hospitality industry, tourist information exists both
online and offline. Examples of online tourist information include informational
websites highlighting local attractions, tourist sites or facilities. Meanwhile,
offline services include tourist information centres and literature produced by
the tourist board.
Shopping
The retail industry and the travel industry are closely connected and most
major tourist destinations will also provide shopping facilities. Shopping can
even, in some cases, attract tourists in the first place, while the shopping sub-
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section of the entertainment sector also includes things like duty-free shopping
and local market trading.
Tourist Guides & Tours
Tourist guides provide tourists with access to organised tours of local
attractions, landmarks, educational buildings and other places of interest. In
doing so, they are able to offer assistance, expert insight, and context, often
making the experience more enjoyable, convenient and worthwhile for the
tourist(s).
5) Connected Industries
Finally, there are also a number of industries that are either directly or
indirectly connected to the tourism industry. These include industries based on
actually connecting customers with travel services, as well as industries based
on providing customers with important information that can assist them in
their travels.
Some of the most notable related industries are detailed in greater depth below:
Financial Services
Financial services can be linked to the travel industry in a number of ways,
with the most obvious being the provision of insurance products, which offer
financial protection in emergency situations, or in cases where medical
treatment is needed. Additionally, financial services may be connected to things
like currency exchanges.
Travel Agents
Travel agents sell travel or tourism-related products to customers on behalf of
suppliers. They generally receive a commission from suppliers and also offer
travellers advice on the best travel products to suit their particular needs or
preferences. Some travel agents also offer business travel services.
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Tour Operators
Tour operators tend to sell package holidays, which combine multiple travel
and tour services into a single product. A package holiday might, for example,
include charging tourists for flights, airport transfers, a hotel stay, and services
from a local rep. It could also include holiday experiences or a set itinerary.
Online Travel Agencies (OTAs)
Online travel agencies, or OTAs, offer similar services to other travel agents,
although these services are delivered over the internet, providing more of a selfservice experience. Some of the most popular OTAs include Expedia,
Booking.com, Kayak and lastminute.com. These OTAs may also double as meta
search engines.
Tourism Organisations
Tourism organisations are essentially organisations that exist to look out for
the tourism industry and act on its behalf. They may have influence over
national tourism policies, might lobby governments in the interests of the
tourism industry, and could also work to bring the various sectors together.
Educational
Finally, the travel
industry also increasingly includes an educational
component, with many people travelling to attend conferences or exhibitions,
which are often centred around specialised topics. Additionally, schools and
training programmes form part of this sub-section of the travel and hotel
industry.
1.5 Types and components of tourism
The various types of tourism and their characteristics include;
i.
Mass Tourism. It involves tourism of organized large groups of people to
special tourist locations. It is a traditional way where the daily program
is fixed by the tour organizer. It is a social activity. The tourists generally
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desire for souvenirs and site-seeing. For example, religious places, theme
parks, boat cruises, resort towns.
ii.
Alternative Tourism. It includes individually organized tours to find
first-hand information about a place, local culture, and environment. For
example, biking tour planned by an individual while accommodation is
catered for on the go.
iii.
Business Tourism. It is touring for conducting business transactions,
attending business meetings, workshops, or conferences. The objective of
business tourism is mainly professional.
iv.
Pleasure Tourism: It includes tourism for improving one‟s physical or
spiritual well-being. For example, vacation at a Yoga or rehabilitation
center.
v.
Nature Tourism: It is tourism at places famous for pristine nature and
serene beauty. The main objective is to experience and enjoy nature such
as farms and wildlife. Ecotourism is a part of nature tourism.
vi.
Cultural
Tourism:
This
type
of
tourism
has
an
objective
of
understanding the local history of the place, foods, local productions,
and local culture.
vii.
Social Tourism: It includes tours conducted among relatives, friends,
and others.
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viii.
Recreational Tourism: It includes travelling to escape from routine life.
This is often done for enjoyment, amusement, or pleasure. For example,
Camping or beach visits.
ix.
Active Tourism: It is conducted with a clear objective such as climbing a
mountain, touring around the world, or learning local culinary arts or
languages.
x.
Sports Tourism: It is tourism for attending some sports event such as
World Cup Cricket Match, FIFA, or Olympics.
xi.
Religious
Tourism:
It
involves
travelling
to
places
of
religious
significance such as Vaishno Devi in Jammu-Kashmir and Golden
Temple at Amritsar (India), Mecca in Saudi Arabia, Bethlehem, and other
such places.
xii.
Health or Medical Tourism: It involves travelling to improve one‟s
health. It is with the objective of visiting weight-loss camps, naturopathy
centers, and health resorts. Adventure Tourism: It involves tourism for
adventurous activities such as rock climbing, bungee jumping, skydiving, hiking, horse-riding, surfing, rafting, or skiing.
1.6 Classification of hotels in tourism and hospitality industry
Classification of Hotels
The classification of hotel s can be upon the basis of the following factors:
Basis of Location
1. City Hotels – these hotels are generally located in the heart of the city
within a short distance from the business centers or shopping arcades.
Rates are normally high due to their location advantage. These are the
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largest type of hotel s and cater primarily to the business travellers.
Guest amenities may include complimentary newspapers, morning
tea/coffee, free local telephone calls, personal computer and fax
machines. City hotel s are also known as Commercial Hotels or
Downtown Hotels
2. Motels – they are located on highways and provide facilities such as
individual car parking, car wash, refueling etc. These hotels are
comparatively of less budget.
3. Airport Hotels – these hotels are located near the airports and the
maximum guests are business travellers, airline passengers with
overnight travel or connecting flights and airline employees. Car pickups
and drops are provided to all the guests. Have sound wake-up calls,
linked to airport screened air traffic schedules for the passengers.
Duration of stay is mostly for only a few hours.
4. Resorts – these hotels are located at holidaying places mostly on islands,
sea beaches, hill stations etc. Mainly for relaxation of guests. Geared
towards families and couples. Duration of stay is longer.
5. Floating Hotels – the hotel s established on ships or luxury liners are
known as floating Hotels. They are located near water bodies or their
surfaces.
6. Boatels – the house boats which provide accommodation and food are
known as boatels.
7. Rotels – these are double decker buses for long cross country tours.
Passengers sit on ergo-planned seats on the lower floor and sleep on
second floor, fitted with tiered berths.
Basis of Size
1. Small Hotels – with 25 rooms or less.
2. Medium Hotels – with 25 to 100 rooms
3. Large Hotels – with 100 to 300 rooms
4. Mega Hotels – with more than 1000 rooms.
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Basis of Levels of Service
1. Budget or Economy Hotels – provides the basic requirements of a guest
and comfortable and clean rooms for stay.
2. Mid-market hotels – provides comfortable guest rooms with all necessary
facilities and services.
3. Luxury hotels – offers world class service with restaurants, lounges,
concierge services, meeting rooms, dining facilities etc. The guest rooms
are well furnished and decorated. The prime target market for such
hotels are celebrities, business incentives, and high ranking political
figures.
Basis of the length of stay
1. Transit hotels – the hotel s where the guest stays for a maximum of 1 day
or less. The occupancy rates are very high. These hotels are normally
situated near the airports.
2. Residential hotels – the hotel s where the guests can stay for a minimum
period of 1 month even up to a year. The rent can be paid on monthly or
quarterly basis. They provide sitting rooms, bedrooms, and kitchen.
3. Semi-residential hotels – these hotels have features of both transit and
residential hotels.
Basis of theme
1. Heritage hotels – the hotels are monuments or forts or old buildings
converted into hotels. These hotels have their own history and give a
glimpse of their region. Traditional cuisine is served and culture is
showcased. Hotels which are more than 100 years or more old can also
be termed as heritage hotels.
2. Boutique hotels – these hotels have a specific décor and theme for their
guest rooms and areas
3. Ecotels – these hotels use only environment friendly materials in the
hotels.
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4. Spa Hotels– these resorts provide therapeutic baths, health treatments
and massages along with other features of luxury hotels.
5. Casino Hotels –Hotels with 24 hours gambling facilities.
Basis of Target Market
Target Markets are the groups of people that an organization hopes to attract
as guests. The most common type of properties based on target market include
commercial, airport, suite, residential, resort, timeshare, condominium and
convention hotels. There are also several alternative types of lodging properties
that directly compete with hotels.
1. Commercial Hotels – Refer Categorization on the basis of location.
2. Airport Hotels – Refer Categorization on the basis of location.
3. Residential Hotels – guest stays for longer period of time in this hotel.
Rooms are attached with kitchen for cooking. Maintenance of these hotel
are carried by outsourced HK cost of living in this type of apartment is
very less because duration of the guest is for longer period of time almost
for one year. Eg these kinds of hotels are found near University
campuses, near colleges.
4. Resort Hotels – Refer Categorization on the basis of location.
5. Suite Hotels – These are similar to residential apartments but duration of
the stay is shorter. It is ideal for families who need a temporary
accommodation before moving to the apartments. Suites hotels also have
more facilities and services than residential hotels.
6. Timeshare Properties – Time share properties are a new concept of
ownership of holiday rooms. They are located at islands, hill stations,
beaches etc. People own the property for a specified period usually a
week to a fortnight. Owners book their time slot any time in the year.
7. Condominiums – Here the owner owns a unit which is an apartment in a
complex of several such accommodations. The occupant furnishes the
flat according to his/her taste and informs the owner the time he or she
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will occupy the apartment. Condos have restricted entry to occupants
only. Occupants pays annual maintenance fee.
8. Convention Hotels – are especially generated to hold conventions. A
convention is an international or national event that brings large number
of people of a similar vocation together to learn latest development in
that field. This kind of hotel has more than 2000 guestrooms with large
meeting rooms, ball rooms, large registration areas, and spacious dining
halls for the guests.
Basis of ownership and affiliations
1. Independent
Hotels:
Independent
hotels
have
no
ownership
or
management affiliation with other properties. They have no relationship
to other hotels regarding policies, procedures or financial obligations. A
typical example of an independent property is a family-owned and
operated hotel that is not required to confirm to any corporate policy.
2. The unique advantage of an independent hotel is its autonomy. Since
there is no need to maintain a particular image, the independent
operator can offer a level of service geared towards attracting specific
target market. An independent hotel, however, may no enjoy the broad
exposure or management insight of an affiliated property and does not
enjoy purchasing power of a chain.
3. Chain Hotels: Chains usually impose certain minimum standards, rules,
policies and procedures on their affiliations. In general, the more
centralized the organization, the stronger the control on the individual
property. Chains with less dominant central organization allow managers
to exercise more creativity and solve more problems on their own.
4. A chain is usually classified as operating under a management contract,
as a franchise or referral group.
5. Management Contract. Management companies are organization that
operates properties owned by other entities. These entities range from
individual
business
people
and
partnerships
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to
large
insurance
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companies. Here‟s an example of how a management company might be
hired to run. A group of business people may decide that a hotel would
enhance a local business conditions. If the groups primary business
feasibility study was favorable, the group might attempt to obtain
financing to build the hotel. Many lending institutions, however, would
require professional hotel management – possibly chain affiliation –
before they would approve a loan. At this point the group can contract
with a professional management company to operate the proposed
property, probably on along term basis. Assuming the hotel management
company was acceptable to the lenders, a management contract would
be drawn up between the developers and the management company.
6. Under this type of contract, the owner or developer usually retains the
financial and legal responsibility for the property. The management
company usually operates the hotel, pays its expenses and in turn
receives an agreed upon fee from the owner or developer. After operating
expenses and management fees have been paid, any remain cash usually
goes to the owners, who may use this cash to pay debts, insurance, taxes
etc.
7. Some of today‟s best known hotels belong to franchise. They can be
found in most cities and towns, along interstates, and in resort areas.
Franchising is simply a method of distribution whereby on entity that
has developed a particular pattern or format for doing business.
Franchise organizations typically have set standards for designing, décor,
equipment and operating procedures to which all its properties must
adhere. This standardization is what enables franchise chains to expand
while maintaining a consistent, established product and level of service.
8. The franchisor usually provides the franchise with other reasons for
purchasing a franchise aside from a strong brand name. These include
national
and
international
central
reservation
services,
national
advertising campaigns, management training programs and central
purchasing services. Some franchises provide architectural, construction
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and interior design services. Some of the better-known franchising
companies are Holiday Inn; Choice International (Quality Hotel s and
Inns); Ramada Inc.; and Days Inns.
9. Franchises are not necessarily right for all properties. Some properties
are so distant that belonging to a franchise system and conforming to a
set of a standard is perceived as harmful. For these operational a referral
group might be appropriate.
10.
Referral groups – these consist of independent hotels which have
branded together for some common purpose. While each property in a
referral system is not an exact replica of the other, there is sufficient
consistency in the quality of service to satisfy guest expectations. Hotel s
within the groups refers their guest to other affiliations properties.
Through this approach, an independent hotel may gain a much broader
level of exposure. Best Western International-one of the largest hotel
system in the world is an example of a referral group.
Practical Session
Visit tourism facilities in Kabale and make a report
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TOPIC TWO
HISTORICAL DEVELOPMENT OF TOURISM
2.1 Introduction to tourism development
Tourism is one of the world‟s fastest-growing industries and a major foreign
exchange and employment generation for many countries. It is one of the most
remarkable economic and social phenomena.
The world „tour‟ is derived from the Latin word tornus, meaning „a tool for
making a circle‟. Tourism may be defined as the movement of the people from
their normal place of residence to another place (with the intention to return)
for a minimum period of twenty-four hours to a maximum of six months for the
sole purpose of leisure and pleasure.
According to WTO (1993) “Tourism encompasses the activities of persons
traveling and staying in places outside their usual environment for not more
than one consecutive year for leisure, business, and other purposes.”
The Rome conference on tourism in 1963 defined tourism as „a visit to a
country other than one‟s own or where one usually resides and works‟. This
definition, however, did not take into account domestic tourism, which has
become an important money-spinner and job generator for the hospitality
industry.
The UNWTO defines tourists as „people who travel to and stay in place outside
their usual environment for not more than one consecutive year for leisure,
business and other purposes not related to the exercise of an activity
remunerated from within the place visited‟.
Nature of Tourism
Tourism as a socio-economic phenomenon comprises the activities and
experiences of tourists and visitors away from their home environment and
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serviced by the travel and tourism industry and host destination. The sum total
of this activity experience and services can be seen as a tourism product.
The tourism system can be described in terms of supply and demand. Tourism
planning should strive for a balance between demands and supply. This
requires an understanding not only of market characteristics and trends but
also of the planning process to meet the market needs.
Often tourists from core generating markets are identified as the demand side;
the supply side includes all facilities, programmes, attraction, and land uses
designed and managed for the visitors. These supply-side factors may be under
the control of private enterprise, non-profit organizations, and government.
New and innovative forms of partnerships are also evolving to ensure the
sustainable development and management of tourism related resources.
The supply and demand side can be seen to be linked by flows of resources
such as capital, labor, goods and tourist expenditures into the destination, and
flows of marketing, promotion, tourist artifacts and experiences from the
destination back into the tourist generating region.
In addition, some tourist expenditures may leak back into the visitors
generating areas through repatriation of profits of foreign tourism investors and
payment for improved goods and services provided to tourists at the
destination. Transportation provides an important linkage both to and from the
destination.
For planning purposes, the major components that comprise the supply side
are:

Various
modes
of
transportation
and
other
tourism-related
infrastructure.

Tourist information.

Marketing and promotion.

The community of communities within the visitor‟s destination area.
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
The political and institutional frameworks for enabling tourism.
The tourism system is both dynamic and complex due to many factors linked
to it and because of the existence of many sectors contributing to its success.
These factors and sectors are linked to the provision of the tourist experience
and generation of tourism revenue and markets.
The dynamic nature of tourism system makes it imperative to scan the external
and internal environment of the destinations on a regular basis so as to makes
changes when necessary to ensure a healthy and viable tourism industry.
Thus, it is now an accepted fact that tourism development can no longer work
in isolation of the environment and the local communities, nor can it ignore the
social and cultural consequences of tourism.
Tourism Products
A tourism/tourist product can be defined as the sum of the physical and
psychological satisfaction it provides to tourists, during their „traveling and
sojourn‟ en route at the destinations.
Since travel and tourism industry is an agglomeration of too many sectors that
promote travel related services. These sectors are referred to as travel vendors
and their services and goods are called „travel products‟. A tourism product
includes five main components such as physical plant, services, hospitality,
freedom of choice, and a sense of involvement. Thus, whatever the natural and
man-made resources, services brought about the consumption of tourists is
called tourism products.
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Characteristics of Tourism Products
By now, you must have understood what a tourism product is. Now let us look
at some of its characteristics:1) Intangible: Tourism is an intangible product means tourism is such kind of
product which cannot be touched or seen and there is no transfer of
ownership, but the facilities are available for specified time and for a specified
use. For e.g. a room in the hotel is available for a specified time.
2) Psychological: The main motive to purchase tourism product is to satisfy
the psychological need after using the product, by getting experience while
interacting with a new environment. And experiences also motivate others to
purchase that product.
3) Highly Perishable: Tourism product is highly perishable in nature means
one cannot store the product for a long time. Production and consumption take
place while a tourist is available. If the product remains unused, the chances
are lost i.e. if tourists do not purchase it.
A travel agent or tourism operator who sells a tourism product cannot store it.
Production can only take place if the customer is actually present. And once
consumption begins, it cannot be stopped, interrupted or modified. If the
product remains unused, the chances are lost i.e. if tourists do not visit a
particular place, the opportunity at that time is lost. It is due to tourism reason
that heavy discount is offered by hotels and transport generating organizations
during the offseason.
4) Composite Product: Tourist product is a combination of different products.
It has not a single entity in itself. In the experience of a visit to a particular
place, various service providers contribute like transportation. The tourist
product cannot be provided by a single enterprise, unlike a manufactured
product.
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The tourist product covers the complete experience of a visit to a particular
place. And many providers contribute to the tourism experience. For instance,
airline supplies seats, a hotel provides rooms and restaurants, travel agents
make bookings for stay and sightseeing, etc.
5) Unstable Demand: Tourism demand is influenced by seasonal, economic
political and other factors. There are certain times of the year that see greater
demand than others. At these times there is a greater strain on services like
hotel bookings, employment, and the transport system, etc.
2.2 Importances of tourism and hospitality industry
POSITIVE
i.
Provides employment opportunities to people like tour guides at Pian-Upe
and Bokora wildlife reserves in Moroto leading to improved standards of
living.
ii.
Source of revenue to the government through taxes paid by service
providers and tour companies in areas like Queen Elizabeth national
park leading to provision of social services.
iii.
Source of foreign exchange through entrance and accomodation fees paid
by foreign tourists visiting Bwindi impenetrable national park and Queen
Elizabeth national park used to develop other sectors.
iv.
Promotion of international cooperation between Uganda and other
countries like Kenya that send tourists to visit areas like Uganda Martyrs
shrine at Namugongo and Bwindi impenetrable national park.
v.
Encourage development of infrastructure in form of roads such as
Kabale-Kanungu road linking Bwindi impenetrable forest in Kanungu.
vi.
Tourism has provided the best alternative use of marginal lands with low
and unreliable rainfall e.g Kidepo Valley national park in Kaabong and
Lake Mburo NP in Kiruhura.
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vii.
Provides a ready market for other sectors like agricultural products such
as food stuffs, art and crafts demanded by tourists in areas like the
source of the Nile and Murchison Falls NP.
viii.
Tourism has encouraged preservation of traditional cultures such as
circumcision ritual among the Bagishu in Mbale and traditional dances
like the Nankase dance among the Baganda in Kampala.
ix.
Tourism has encouraged conservation of wildlife through gazetting
national parks like Queen Elizabeth and forest reserves like Bwindi
impenetrable forest to act as tourist attractions.
x.
Development of urban centres with associated advantages like social
services for example Kasese has developed due to tourist activities on
mountain Rwenzori and Queen Elizabeth national park.
xi.
Promotion of economic diversification thereby reducing over reliance on a
few sectors like agriculture and tourism.
xii.
Acquisition of skills through on-job training of tourist workers in areas
like Queen Elizabeth national park in animal management skills.
xiii.
Tourism has increased the popularity of Uganda through foreign tourists
who visit tourist sites such as Uganda Martyrs shrine at Namugongo in
Wakiso.
NEGATIVE
i.
Displacement of people in order to set up wildlife conservation areas for
tourism for example Lake Mburo NP leading to homelessness
ii.
Dangerous wild animals in some tourist areas such as lions at Queen
Elizabeth national park threaten people's lives.
iii.
Over grazing by the large number of wild animals such as zebras, giraffes
and elephants at Kidepo Valley and Murchison falls NP leading to
destruction of vegetation.
iv.
Profit repatriation by foreign owned service providers in tourist sites like
Bwindi impenetrable national park and Murchison Falls NP leading to
loss of capital for investment.
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v.
Increase in the cost of living in tourist sites flocked by foreign tourists
like the Source of the Nile and Bwindi Impenetrable national park.
vi.
Development of urban centres such as Kasese with associated problems
like congestion, pollution in tourist sites like mountain Rwenzori and
Lake Katwe.
vii.
Tourism has led to smuggling of some rare animal species such as
chimpanzees and parrots at Bwindi impenetrable national park.
viii.
Tourism is associated with high maintenance costs of tourist sites such
as Kidepo Valley NP and Uganda Martyrs shrine at Namugongo which
increases government expenditure.
ix.
Tourism has led to competition for resources such as labour and land
with other sectors like agriculture and mining around tourist sites like
Murchison Falls and Queen Elizabeth national parks.
x.
Tourism has led to regional imbalance in development since areas with
many tourist sites such as Kasese having Queen Elizabeth national park,
mountain Rwenzori and Lake Katwe have developed at a faster rate than
other areas.
2.3 Factors that have led to the development of the tourism industry
Environment at Destination Tourism is in its best form when the destination
boasts of conducive climate. In contrast, any undesired changes in the
environment such as high winds, flash floods, drought, and extreme climate
can affect tourism adversely. For example, during harsh summer months in
India, people prefer to travel to colder climate regions like hill stations.
Economy of the Country When a country is undergoing economic turbulence
and when people are facing unemployment issues, tourism is affected
adversely. On the contrary, when a country‟s economy is doing well and people
can afford to spend money on leisure, tourism progresses.
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Historical or Cultural Importance of Destination The place or destination of
travel affects the tourism business to a great extent. If the destination is of
great historical or cultural significance then tourists will certainly like to visit
the
place
for
seeing
monuments,
castles,
forts,
ancient
architecture,
sculptures, caves, antic paintings and utensils, clothes, weapons, ornaments,
and other allied heritage. For example, the world famous places of historical
and cultural importance are Taj Mahal (India), Pyramids of Gaza (Egypt), Began
City (Burma), Acropolis (Athens, Greece).
Research Importance of Destination There are tourists who visit places with
the objective of studies and exploration. Need for research promotes tourism.
Archeologists,
Geologists,
Oceanographers,
Biologists
and
Zoologists,
Architects, and People researching Arts and Cultures seek places that have
great significance in the field of research.
Religious Importance of Destination The places of religious importance or
worship are always flooded with tourists. At these places, tourism is at its peak
at particular time periods in a year. The tourists often go on pilgrimage to find
inner peace and invoke blessings of the deities they worship and to cleanse
their sins before death. For example, Mecca, Bethlehem, Kashi.
Technology Internet has penetrated to almost every corner of the world.
Tourists are enjoying the benefits of Internet. While planning a tour, the
tourists try to get the idea about the places they are going to visit, the quality of
amenities and services, and the attractions at the destination. After visiting a
destination, the experienced tourists share their opinions on various platforms
of the Internet. Thus, the reviews of experienced tourists shared on the internet
work as guidelines for the following tourists. Hence, just like a double-edged
sword, the Internet can boost as well as bring down the tourism business.
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2.4 Problems affecting the tourism and hospitality industry
i.
Inadequate capital limits maintenance and rehabilitation of tourist sites
like Nyero rock paintings and Kasubi tombs.
ii.
Stiff competition from other countries like Kenya and Tanzania that have
similar attractions reduces tourist arrivals in national parks like
Murchison Falls and Queen Elizabeth.
iii.
Poaching of wild animals like elephants at Murchison falls NP for ivory
and hippos at Kazinga channel for meat, hunting and poisoning of lions
e.g at Ishasha sector at Queen Elizabeth NP reduces the number of wild
animals.
iv.
Encroachment on wildlife conservation areas in form of forest reserves
like mountain Elgon forest and game parks like Queen Elizabeth national
park leading to destruction of wildlife
v.
Under developed transport network in form of roads in a poor state limit
movement of tourists to and from tourist sites like Kidepo Valley NP,
Pian-Upe wildlife reserve.
vi.
Inadequate skilled labour leading to mismanagement of tourist facilities
in areas like mountain Rwenzori and Lake Mburo national park.
vii.
Under developed accomodation facilities in tourist sites like Kidepo Valley
NP discourages inflow of tourists.
viii.
Inadequate advertising of tourist sites like Amabere Ga Nyina Mwiru in
Kabarole and Fort Patiko reduces tourist arrivals.
ix.
Climate change has led to prolonged drought and drying up if grazing
pastures for wild animals at Murchison falls and Kidepo Valley national
parks.
x.
Wild fires/fire outbreaks leading to destruction of wild animals and
plants in areas like Bokora and Matheniko wildlife reserves.
xi.
Hostility of some tribes like the Karamojong discourages tourists from
visiting tourist sites such as Kidepo Valley NP and Pian-Upe wildlife
reserve.
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xii.
Language barrier limits effective communication between foreign tourists
and local population in tourist sites like Bwindi impenetrable national
and Murchison Falls national parks.
xiii.
Presence of many diseases like malaria, outbreak of ebola, Covid19
pandemic discourages tourists from visiting tourist sites like Bwindi
impenetrable national and Semliki national parks.
xiv.
Corruption and embezzlement of funds leading to loss of capital for
maintenance of tourist areas like Queen Elizabeth national park and
Uganda Museum.
xv.
Unfavourable government policy of allocating little funds to the tourist
sector limits maintenance works in tourist sites like Kidepo Valley NP
Ngamba island sanctuary in Mukono.
xvi.
The land lockedness of Uganda has made it costly to access by foreign
tourists leading to a few tourist arrivals in tourist sites like Queen
Elizabeth national park.
xvii.
Seasonality of tourists especially from western countries leading to
fluctuation in incomes in areas like Queen Elizabeth national park and
mountain Rwenzori.
xviii.
Shortage of land limits expansion of tourist facilities in areas like Lake
Mburo and Bwindi Impenetrable national parks.
xix.
High levels of poverty among Ugandans limit domestic tourism in tourist
sites like Maramagambo forest and Entebbe Botanical gardens.
xx.
Limited tour and travel companies discourages tourists from visiting
areas like Budongo forest, rift valley areas like Butiaba and Kichwamba.
xxi.
Inadequate research limits development of new tourist activities in areas
like Lake Victoria and Murchison Falls NP.
xxii.
Low levels of technology limits effective advertisement and construction
of modern tourist handling facilities in tourist sites like Kidepo Valley
national park.
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2.5 Solutions to the above problems
i.
Improving transport routes through constructing and rehabilitating
roads and Entebbe airport to ease movement of tourists to and from
tourist sites like Bwindi Impenetrable national park.
ii.
Training of more manpower like language interpreters and tour guides to
work in tourist sites like Kidepo Valley national park and mountain
Rwenzori.
iii.
Improving security by deploying security forces in tourist sites like
Bwindi Impenetrable national park and mountain Rwenzori.
iv.
Demarcation
of
national
park
and
forest
boundaries
to
reduce
encroachment of tourist sites like mountain Elgon forest and Queen
Elizabeth national park.
v.
Intensive advertising of tourist potentials such as gorillas at Bwindi
Impenetrable national park and flamingos at lake Munyanyange through
Internet, televisions etc to attract more tourists.
vi.
Establishing tourist organisations like
Uganda Wildlife Authority,
Uganda Tourism Board to supervise or monitor and promote tourist sites
such as Murchison Falls NP and mountain Rwenzori.
vii.
Teaching of foreign languages like German, French and Chinese in
Ugandan schools to facilitate communication between foreign tourists
and the local population in areas like Queen Elizabeth national park.
viii.
Establishing strict laws against encroachment and poaching in national
parks such as Kidepo Valley and Murchison Falls.
ix.
Eviction of encroachers from forest reserves like mountain Elgon and
national parks like Queen Elizabeth to conserve wildlife for tourism.
x.
Charging low entry fees on local tourists to increase domestic tourism in
tourist sites like Uganda Wildlife Education Centre in Entebbe and Lake
Mburo national park.
xi.
Sensitising local communities against encroachment and poaching in
national parks like Queen Elizabeth and Bwindi Impenetrable.
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xii.
Fighting corruption through anti-corruption court and parliamentary
accounts committee to encourage transparency in management and use
of funds in national parks like Murchison Falls and Queen Elizabeth.
xiii.
Improving accommodation facilities through constructing modern hotels
like Serena and Lodges like Mweya Safari lodge in Queen Elizabeth
national park to attract more tourists.
xiv.
Setting up modern health facilities like Mulago hospital to provide
medical assistance to tourists in areas like Uganda Martyrs shrine at
Namugongo in Wakiso.
xv.
Borrowing capital in form of loans from commercial banks to invest in
tourist facilities in tourist sites like Kibale national park.
xvi.
Adopting favourable government policies such as reduction of taxes and
tax holidays to tour companies operating at Queen Elizabeth and
mountain Rwenzori national parks so as to increase profitability of the
sector.
xvii.
Diversifying tourist activities to reduce competition from neighbouring
countries e.g through bird watching at Lake Mburo NP and chimpanzee
viewing at Ngamba island on Lake Victoria
Practical Session
Make and sell products to tourists, for example art and crafts, traditional attire
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TOPIC THREE
TOURISM ATTRACTIONS
3.1 Definition
1. A national park is a large tract of land in their natural state established by
an Act of Parliament to protect the natural and scenic beauty for the public.
NB. Hunting is strictly not allowed within the national park.
2. Wildlife reserve. Areas gazetted by the law of the state where wildlife is set
aside for future use/development. Wildlife reserves are mainly turned into
national parks. Wildlife reserves are also used to prevent over stocking in
national parks by transferring excess wild animals from national parks to
wildlife reserves.
3. Wildlife sanctuary. These are areas gazetted by the state to prevent wildlife
which are rare, endangered and nearing extinction.
4. Zoo. A place where various animal species are kept and provided with
similar conditions existing in their natural habitats for public viewing and
research. The animal species are always caged and provided with the same
conditions prevailing in their natural habitat.
5. Community Wildlife Areas. An area where hunting of certain animals is
allowed but limited. In this case hunters are given permits/licenses to operate.
3.2 Tourism attractions in Uganda and East Africa
i.
Wildlife comprising of wild animals like mountain gorillas at Bwindi
impenetrable national park in Kanungu, tree climbing lions at Queen
Elizabeth's NP Ishasha sector and natural vegetation such as tropical
rain forests like Budongo in Masindi and Bugoma in Hoima.
ii.
Relief features such as mountains like Rwenzori and the Western rift
valley.
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iii.
Drainage features such as lakes like Victoria and rivers like the Nile.
iv.
Climate such as the warm tropical climate with plentiful sunshine in
areas like Wakiso, Mukono and Jinja.
v.
The equator for example at Kayabwe in Mpigi and Kikorongo in Kasese.
vi.
Historical sites such as museums like the Uganda Museum in Kampala,
Kasubi tombs in Kampala, Nyero rock paintings in Kumi , Bigo Bya
Mugenyi in Sembabule, Fort Patiko in Gulu, Mparo Royal tombs in
Hoima
vii.
Cultural heritage such as traditional dances like Kadodi among the
Bagishu in Mbale and Larakaraka dance among the Acholi in Gulu.
3.3 Problems affecting Tourism attraction
i.
Land shortage/competition from other land used like oil mining in Queen
Elizabeth national park
ii.
Diseases such as anthrax attack and kill buffalos at Murchison falls
national park.
iii.
Encroachment on wildlife areas such as Bwindi Impenetrable national
park and Mt Elgon forest due to population pressure.
iv.
Poaching of wild animals like elephants at Murchison falls and Queen
Elizabeth leading to loss of wild animals
v.
Vermines/problematic animals which are harmful to humans and
destroy crops e.g lions at Queen Elizabeth national Park, baboons at
Busitema.
vi.
Remoteness leading to inaccessibility/underdeveloped transport and
communication in terms of roads connecting areas like Kidepo Valley
national park.
vii.
Pollution of water leading to death of animals conserved e.g at Kazinga
channel.
viii.
Harsh climatic conditions like prolonged drought lead to drying of
pasture and water sources for wild animals e.g at Kidepo Valley national
park and Pian-Upe wildlife reserve in Moroto.
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ix.
Weak enforcement of wildlife Acts by the government leads to persistent
poaching and encroachment in areas like Queen Elizabeth national park.
x.
Wildlife trafficking/smuggling for example chimpanzees from Bwindi
Impenetrable national park leading to loss of wild animals.
xi.
Over grazing/over harvesting by herbivores like elephants, giraffes and
zebras at Kidepo Valley national park reduce grazing pasture for wild
animals.
xii.
Limited technology related to wildlife conservation tags and chips/animal
tracking devices at Lake Mburo and Murchison Falls national parks.
xiii.
Illiteracy/ignorance by local communities about the benefits of wildlife
conservation encourages poaching in areas like Kidepo Valley and
Semliki national parks.
xiv.
Limited research hinders development of anti-poaching measures in
areas like mountain Elgon national park.
xv.
Bush fires especially by communities leading to destruction of plant and
animal life conserved in areas like Katonga wildlife reserve and
Morungole forest.
xvi.
Limited skilled labour such as game rangers and game wardens limit
monitoring of national parks like Murchison Falls NP against poachers.
xvii.
Insecurity/political instability in areas like mountain Rwenzori forest
interfere with effective conservation efforts.
xviii.
Invasive species which are unpalatable e.g acacia, senna, cassia,
mulberry encroach on grazing areas of wild animals reducing grazing
ground in areas like Murchison Falls and Queen Elizabeth national
parks.
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3.4 Law enforcement on tourism attraction by government
3.5 Conservation of tourism attractions
Wildlife conservation refers to the protection and sustainable use of flora and
fauna in its natural environment. Wildlife refers to fauna and flora in their
natural setting/environment.
Areas where Wildlife is conserved in Uganda
i.
National parks ( formerly game parks) such as Murchison falls in
Masindi, Queen Elizabeth in Kasese, Kibale NP in Kabarole and Kibale
ii.
Wildlife reserves (formerly game reserves) such as Bukungu in Masindi,
Ajai in Arua, Matheniko, Bokora corridor and Pian-Upe in Moroto,
Katonga in Ibanda and Kamwenge, Kigezi in Rukungiri, Toro and
Karuma in Kiryandongo,
iii.
Wildlife sanctuaries such as Ngamba island on Lake Victoria in Mukono
for orphaned chimpanzees rescued from poachers by UWA, Ziwa Rhino
Sanctuary in Nakasongola, Mount Kei for white rhinos in Koboko and
Mount Otze for white rhinos in Moyo.
iv.
Community Wildlife Areas (formerly controlled hunting areas) e.g KaisoTonya in Hoima, Iriri located at Bokora in Moroto, Lipan in Kitgum, East
and West Madi in Madi Okollo.
v.
Zoos for example Uganda Wildlife Education Centre in Entebbe.
vi.
Forest reserves e.g Mabira, Bwindi Impenetrable
vii.
Wetlands especially Ramsar sites e.g Nabajjuzi, Mpologoma, Nabugabo,
Lake George, Nakuwa in Kaliro, Musambwa island, lake Opeta.
viii.
Water bodies such as lakes Victoria, Kyoga, George, Albert, rivers Nile,
Katonga etc
Practical Session
Plant trees in and around the college
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TOPIC FOUR
FRONT DESK IN TOURISM AND HOSPITALITY
4.1 Definitions
1. Front Office Operations
The front office is the nerve centre or hub of a hotel. It is the department that
makes the first and last impression on the guests, and the place that guests
approach for information and service throughout their stays.
The three main functions of the front office are as follows:
i.
Selling rooms;
ii.
Maintaining balanced guest accounts; and
iii.
Providing services and information to guests.
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4.2 The work of the reception
The work of the reception is as follows
i.
Greeting the guest;
ii.
Providing information and promoting hotel facilities and services to
guests;
iii.
Checking in the guest;
iv.
Maintaining guest account;
v.
Checking out the guest;
vi.
Administering the safe deposit system of the hotel; and
vii.
Providing foreign currency exchange service to guest.
viii.
issue room keys and direct guests to their rooms
ix.
maintain clear and accurate records of guest room bookings
x.
compute all guest billings, accurately post charges to guest rooms and
house accounts
xi.
receive and transmit messages for guests
xii.
retrieve mail, packages and documents such as faxes for guests
xiii.
listen and respond to guest queries and requests both in-person and by
phone
xiv.
provide accurate information about local attractions and services
xv.
liaise with necessary staff including housekeeping and maintenance to
address any problems or complaints made by guests
xvi.
complete and maintain any incident reports, daily activity reports or other
reports requested by management
xvii.
manage conference room bookings and scheduling
xviii.
close guest accounts and check guests out
xix.
review accounts and charges with guests during the check-out process
xx.
process accurate payment of guest accounts
xxi.
inform housekeeping when rooms have been vacated and are ready for
cleaning
xxii.
monitor visitors to the hotel
xxiii.
enforce rules and policies of the hotel
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xxiv.
maintain a neat and orderly front desk and reception area
4.3 Qualities of a receptionist
1. Neat and professional appearance. The lobby may be the first thing a hotel guest
sees when checking in, but the front desk agent is the first person he or she
meets. These professionals are basically the face of the establishment, and
employers are looking for individuals who will take pride in this role and the
representation of their brand. Although this may look different than it did prior to
the pandemic. Guests will need to see front desk staff cleaning the reception
desk area between each interaction, as well as sanitizing their hands and
wearing a mask.
2. Speak multiple languages. Whether you‘re working the desk at a hotel in New
York City or Jackson Hole, you‘re likely to encounter visitors from all over the
world. While being multilingual isn‘t required for front desk positions at most
hotels, it is a skill many employers values. If you‘re proficient in more than one
language, make sure you mention this on your resume.
3. Lift and carry 30 to 50 pounds. Normally, hotel porters help guests get their
luggage to and from their vehicles, taxis, and their rooms. Even front desk
agents may occasionally need to assist a visitor with a heavy bag or package.
Though not all employers require candidates to regularly lift and carry large
loads, the ability to do so will be seen as an asset by many. This will most likely
be put on hold until further notice but may become common again after the
pandemic passes.
4. Problem-solving skills. Even the best hotel has disappointed guests from time to
time. For this reason, employers want to hire front desk professionals who can
think on their feet and solve problems as they arise. Oftentimes, prompt and
courteous responses to a complaint can turn a potentially bad review into a good
one—preserving a hotel‘s valuable reputation.
5. Stamina to stand for long periods. You won‘t be spending much time sitting down
if you‘re working as a front desk agent, porter, or concierge. For most of your
day, you‘ll need to be on your feet and assisting guests with checking in and
checking out, transporting luggage, and other activities. Sure, you can wear
comfortable (neat and professional) shoes, but you‘ll need tireless leg and core
muscles as well.
6. Ability to stay calm under pressure. While it would be nice if you only needed to
focus on one thing at a time, most jobs for front desk professionals require
multitasking in a fast-paced environment. At any given moment, you may need to
answer the phone, greet a guest, sign for a package, and process a credit card
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transaction simultaneously. Employers look for candidates who can do so without
losing their cool.
7. Organized and detail-oriented. All that multitasking can lead to piles of paper and
plenty of mistakes if you‘re not also organized and detail-oriented. If you want to
work at the front desk, you should be able to keep track of your progress on
multiple tasks, maintain a neat and tidy workspace, and complete complex
processes and procedures without errors.
8. Strong interpersonal skills. It takes a team to run a hotel, and you might not
always see eye to eye with everyone on it. If you‘re applying for a front desk
position, make sure the employer knows that you are skilled at functioning on a
team and getting along with a variety of different people.
9. Able to work a flexible schedule. Hotels and resorts are 24/7 businesses. Guests
come and go at all hours, and someone needs to be at the front desk to help
them. For the best chance at a front desk job, offer to work whatever schedule is
needed—be that early mornings, late nights, weekends and/or holidays.
10. Guest service. Without guests, a hotel cannot stay in business. For this reason,
guest service is the third most in-demand skill mentioned in front desk job
postings on Hcareers. It includes being pleasant and friendly, working efficiently
and accurately, solving problems, and anything else necessary to ensure a
pleasant experience for hotel customers. Although there may be fewer personal
interactions for some time, the front desk staff will still be the first person guests
will turn to for help.
11. Effective written and verbal communication. From responding to guest emails to
writing down directions to local attractions, there are many front desk duties that
require the ability to effectively communicate in written or verbal form. If you‘re
after a front desk job, you need to demonstrate this skill from your first contact
with the employer (resume) to the last (interview).
12. Computer literacy. If you don‘t know your way around the Microsoft Office suite of
software programs, you‘re going to have difficulty landing a front desk job. Nearly
every posted position mentions basic computer skills, and some have even more
detailed requirements. Candidates with experience using hotel property
management software are going to have the most luck securing available jobs.
Some front desk staff duties will be changing as we move through different
reopening phases of the pandemic, so you may have less interaction with guests,
need to disinfect surfaces more often, and potentially use more technology for
the check-in/check-out process than before. The core skills will still be important
in making the guests feel safe.
13. Positive Attitude. Whether over the phone or in person, the receptionist's attitude
comes through loud and clear. It's been said that callers can tell when a person is
smiling over the phone, and they can surely tell when she is not. A receptionist's
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positive attitude tells potential and current customers that the business is
interested in them and their needs.
14. Consistent Dependability. When the phone goes unanswered during normal
business hours, or a line of impatient customers waits in front of the empty
reception desk, it reflects poorly on the business. A receptionist is counted on to
be at the desk on time in the morning, be prompt returning from lunch, answer
correspondence quickly and give accurate, reliable information about the
company to all inquiries.
15. Good Listening Skills. Taking the time to listen is essential to the receptionist's
role. Good receptionists listen closely as clients are talking so they can be
efficient in solving their problems or answering their questions. Through active
listening, she can connect visitors and clients with the right department or
personnel quickly. It's also an ideal way to learn new skills quickly and advance
in her career.
16. Professionalism and Integrity. Because she is directly involved with the daily
workings of a company, the secretary often sees private information and shows
discretion and integrity not to share confidential information with the wrong
parties. This sensitive information can include medical records, salary numbers
and meeting notes. She demonstrates to her supervisors that she can handle
sensitive information and be trusted to practice professionalism at all times.
17. Courtesy and Cooperation. Often the first person a customer meets, the
secretary greets clients with a polite and friendly disposition. She maintains a
courteous demeanor even when dealing with disgruntled clients or demanding
bosses. The secretary interacts with nearly everyone in the company and strives
to cooperate with employees at all levels. Some secretaries work in tense and
high-stress environments and must maintain a cool head and work well under
pressure. Because the secretary is typically the hub of the company, she should
be willing and able to help everyone, even looking for opportunities to step in and
assist with a project or fix a problem.
18. Polite. A receptionist must be polite and respectful in her communication with
clients. This should be her default personality, not one she has to work to
demonstrate. Even if a client is rude or insensitive, the receptionist works through
the situation with a positive attitude to resolve the client's issue.
19. Culturally Competent. A receptionist should be aware of cultural differences and
respond respectfully to people of all cultures, racial and ethnic backgrounds,
religions, classes and languages. A receptionist should strive to treat all people
equally.
20. Patient .A receptionist exhibits patience. She may encounter clients or coworkers who are frustrated or who are unsure of who they need to see or what
they need to do. The receptionist questions the clients in a polite, professional
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manner to find out how she can assist them. A receptionist may encounter peak
times when she is unable to take a break at her normally scheduled time. She
must have the patience to wait for a lull in activity before going on break.
21. Trustworthy. Receptionists may handle sensitive information, such as accepting
packages with confidential information, taking important messages or handling
money. She must be trustworthy so that her boss, co-workers and clients of the
business are comfortable that she will handle their requests and items
professionally.
4.4 Reservations
The word reservation is described as reserving or blocking a specific room for a guest
for a certain period of time which is made as per the request made by the guest while
booking. For a guest, reserving a room in advance increases the chances to a great
extent to get a nice deal and they will be assured of room on arrival.
Reservation is the process of booking which is done between two parties i.e. one is a
guest and another one is hotel reservation staff. A reservation process is an act where
guests make a call to reserve a room in a hotel for a specific day.
Reservations/bookings deal with acquiring a room at a hotel. When a reservation
request is accepted, the details of the room reservation such as guest name(s), staying
period, room type and rate, method of payment, guest contact information and special
requests will be recorded on a reservation form.
It is common practice for hotels to overbook during peak season in order to ensure full
occupancy as some guests are likely not to show up. Overbooking refers to a situation
when the hotel takes more reservations than the number of its rooms to
accommodate. Usually, reservations clerk will request guests to guarantee their
booking during peak season.
For guaranteed reservation, hotel will hold the room for the guest overnight or during
the guaranteed period as the guest has prepaid for the room and no refund will be
given if the guest does not show up.
By contrast, a non-guaranteed reservation means that the hotel will hold the room
until a stated cancellation time, normally up to 6 p.m. on the arrival date and then
release the room for sale if the guest does not arrive.
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4.5 Advantages and disadvantages of reservations
Advantages
i.
Reservation is very important for hotel as it gives the hotel time to plan the activity and action
for a guest who would arrive to hotel, hotel can look for a right room which matches the
requirement of the guest, which must be suitable according to guest need. Necessary
arrangements like cleaning of room, special arrangements like flowers, slippers etc can be done
in advance
ii.
Hotel can forecast future revenue that would be generated and can take necessary action for
improvement as well so as to maximize revenue.
iii.
Hotel can schedule their staff needs more accurately to avoid any chaos due to inadequate staff
availability at time.
iv.
Provides customers for other department. Approximately 70% of total room revenue comes
from reservation. Thus, it shows the importance of reservation.
v.
When a guest books the room in advance he/she is sure that when he/she will reach the hotel,
there would be no disappointment of not finding a room available at the hotel. Assurance of
accommodation is always there.
vi.
The guest can have a Choice in the type of accommodation.
Disadvantages
1. Uncertainty
Since the booking is done virtually, doubts and uneasiness regarding the authenticity
always remains an issue. The photos of rooms might not be accurate, or the services
mentioned on the site might not be available. It also creates doubt whether the
uploaded information is up to date or not. There is difference between talking to people
at call centres from different countries and having one on one conversation with the
hotel staff. Sometimes misguided terms and conditions also create errors and
misunderstandings.
In some cases, regarding the aspect of money, the travel agencies include commission
in the room rates which escalates the price. Also, fake websites and chances of
cybercrimes, as well as losing money, is always an issue. Basically booking through
Online Travel Agencies does create uncertainties.
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2. Internet requirement
It is necessary to have an internet connection on the side of the customer and the hotel
to complete the process of booking. In some areas on the city outskirts, there might be
good hotels present that do not have an internet presence on online travel agencies due
to net related issues and people eventually might miss out on some good places to stay.
The most accurate reviews can be received only through real research and
conversation rather than virtual. Sometimes, mis- booking also occurs, which creates
issues of money transfer and loss. Using online agencies is a difficult task for senior
citizens who cannot handle digital instructions very well. Thus, the requirement of an
internet connection limits the prospects of finding the best hotel possible.
3. Less empathy and personal touch
Travel agencies have decreased prices for stay but do not ensure personalized choices
and special services. The stay will be robotic and monotonous. No personal preferences
regarding the choice of room location, size of room or extra amenities or time and date
changes will be entertained. All these facilities are ensured when booking directly
through the hotel. Also, if a particular date, time and location that has been entered
turns out to be wrong, it will take a lot of time and effort to rectify it. On the other hand, if
booked through the hotel directly, the mistake can be corrected in seconds.
5. No multiple benefits
Booking through travel agencies doesn‘t allow earning loyalty points. Hotels organize
loyalty programs for members from time to time, which include bonus point earnings.
Special members sale is also out of bounds. A direct booking offers such privileges
4.6 Procedures of making bookings or reservations
The six Stages of Reservation Process in Hotel Industry
1. Identification of the sources of business:
The hotel normally identifies two major sources of business: Free Independent
Travellers (FIT) and associated Travellers (Groups). The FIT component is simply a
non-group affiliate seeking overnight accommodations. Regardless of whether a request
is made by an individual, a family or a collection of friends, a request may still be termed
as FIT reservation if it meets certain qualifications.
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When meeting groups, convention groups, and the like are seeking guest room space in
the hotel, these types of requests are referred to as group reservations. The groups are
differentiated from the FIT reservations based on
1.) Whether a group coordinator is involved
2.) Whether the group will pick up some or all of its member‘s charges
3.) Whether special room rates, services and/or room types apply.
Group reservations typically require that a block of rooms (allocation) be initially
reserved for the group with a specific rooming list following at a later date. It should be
noted that if a group does not have all of its blocked rooms booked by a reasonable
date, most hotels will release the uncommitted rooms from the group‘s block. FIT
reservations, however usually allow for both blocking and booking to take place
simultaneously. Regardless of its source of business, a reservation request begins the
hotel‘s reservation process read more about different source of reservation.
2. Communication with the Hotel:
There are numerous ways a hotel can learn about the guest‘s request for available
space. The potential guest can connect with the hotel via a telephone, email, online,
Social Media, other devices or referral systems may all become important,
communication links between the sources of business and the hotel property.
It is important that the potential customer be aware of how to contact the hotel in order
for lodging management to maximise guest room sales. A property receives reservation
inquiries in a variety of ways. The reservation request may be made in person, over a
telephone, in a mail, via facsimile or telex, though the internet or online, social media,
mobile apps, instant messaging systems (Whatsapp, Telegram, Facebook Messenger)
through a central reservation system, global distribution system or through an inter sell
agency.
3. Formulation of the reservation request:
Once a hotel is contacted by a guest about reserving space its staff must intelligently
formulate the reservation request and complete a reservation record. The reservation
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record is the permanent file form used to store all the information pertinent to a specific
reservation or in current era creating a computerised reservation record in the hotel
management software or PMS.
In formulating the reservation request, the three most important factors are a) the
expected date of arrival and departure b) the desired room type c) the number of rooms
needed. Using this information the hotel staff can search the room availability file via the
designated arrival date. If the date is not closed the reservation agent proceeds by
checking room type and the number of rooms available.
Along with this preliminary data, a reservation record will usually be judged complete
when it includes the following information:

Guest‘s Profile Data.

Guest‘s group/company affiliation.

Arrival date and time and departure date.

The number of nights.

Number of Pax.

Room type requested.

The number of rooms required.

Type of bed.

Rate quoted / Rate Code.

Date reservation received

Reservation Status.

Billing Instruction

Pickup Details.

Any other Details or special remarks.

Source Code

Market Code
4. Reservation Acceptance:
A reservation can either be accepted or denied or turned away based on the availability
of rooms in the day(s) in question. An acceptance would lead the receptionist into the
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confirmation phase, while a denial or turn away could cause a series of other options to
be exercised like for example recording the turn away reason etc.
5. Confirmation notification:
The acceptance of the reservation is followed by a notification confirming the blocking of
a room or group of rooms. The reservation confirmation is sent to the booker or guest
by email, fax, SMS, social media or online chat (Instant messenger).
The confirmation establishes:

A check on the entered reservation request data and satisfaction of the
reservation request.

An agreement of room rates.

An agreement of method of payment.

A statement of the hotel‘s cancellation procedure.
6. Modification and pre-arrival activity:
Once the reservation has been accepted and confirmed many changes to reservation
record can occur prior to the guest‘s arrival. Changes in the arrival or departure dates,
number
of
rooms
required,
adding
pickup
details,
reconfirmation,
updating
deposit status, number of pax and outright cancellations are examples of common prearrival activities. Any time a change in a reservation record is required, the reservation
record must be pulled and updated according to the guest request to keep the
reservation-related data up to date.
Also searching and retrieving the correct reservation record for any modification and
cancellation request is crucial to an effective reservation process. Also while processing
the cancellation below details need to be updated on the reservation record for any
future reference.

Caller Name.

Caller contact details.

Reason for Cancellation.

Cancellation reference number.
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
Date of Cancellation (Recorded automatically by the hotel software or enter
manually).

User or Reservation Agent Name Who processed the cancellation (Recorded
automatically by the hotel software or enter manually).
4.7 Types of reservation
There are numerous ways a hotel can learn about the guest‘s request for available
space. The potential guest can connect with the hotel via a telephone, email, online,
Social Media, other devices or referral systems may all become important
communication links between the sources of business and the hotel property. Such a
source of business aka 'Source Codes' is tagged with each reservation record for
statistical and forecasting purpose.
It is important that the potential customer be aware of how to contact the hotel in order
for lodging management to maximise guest room sales. A property receives reservation
inquiries in a variety of ways. The reservation request may be made in person, over a
telephone, in a mail, via facsimile or telex, though the internet or online, social media
(Facebook, Twitter, Instagram), mobile apps, instant messaging systems (Whatsapp,
Telegram,
Facebook Messenger)
through
a central
reservation system, global
distribution system or through an inter sell agency.
Below is the list of some common source of business in a hotel:
i.
Personal approach: The may directly give their reservation to the hotel. They
are also termed as FITs (Free individual travellers) or chance guest. Those guest
are also termed as walk-in guests.
ii.
Travel agent: Travel agent acts as a middleman between guest and hotel by
making a reservation for a guest. A travel agent may make a reservation for FITs
(Free individual travellers) or chance guests.
iii.
Tour operator: These are wholesalers who coordinate with a different mode of
transportations, hotels, tour, associations, tourist offices etc.
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iv.
Airlines: Different airlines book hotel rooms for their regular crew members or for
their clients in case of cancellation of their onward flights and also for the use of
their executives.
Central reservation system: There are two basic types of central reservation system;
a) Affiliate network - An affiliate network is a hotel chains network where all
individual units are linked through the central network. Chain hotels link their
operations to streamline the processing of reservations and reduce overall
system costs and at the same time, it also allows the non-chain properties to join
the system as overflow facilities. Overflow facilities receive reservation requests
only after all room availabilities in chain properties within a geographic area are
been exhausted
b) Non-affiliated network - A non-affiliated reservation system connects non-chain
properties and enables independent hotel operators to get the benefit of
reservation which the units of the chain get and this system also takes care of the
advertising of the properties.
c) Global Distribution System (GDS): Most modem hotel central reservation
systems, whether they are affiliate or non-affiliate reservation network connection
with one of the global distribution systems(GDS). The largest and the best known
GDSs include SABRE, Galileo International, Amadeus and Worldspan
(Travelport). GDSs provide worldwide distribution of hotel reservation information
and allow selling of hotel reservations around the world.
d) Companies/corporate houses: The companies may book rooms or other
services for their visitors, executives, delegators or clients in a hotel at special
rates.
e) Embassies/consulate offices: They provide large business in capital cities for
their visiting dignitaries, executive, officers etc
f) NGOs/INGOs: These group book hotel rooms directly for conducting seminars,
research, training programmes etc.
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g) Universities and other educational institutions: These are also good of
reservation students‘ associations. professors, technicians and employees are
the reliable sources to the hotel.
h) Government Office and Ministries: They can be a good source of reservation
of rooms for several visiting dignitaries, executive, officers from different
countries to participate conference and seminars conducted and hosted by
government officials.
i) Inter-sell agencies: They are two or more business organisations, like Airline
and Hotels, promoting each other‘s business for mutual gain. Hotels and car
rental companies may also be inter-sell partners.
j) Referral groups: They are an informal or sometimes formal association of hotels
who refer guests to each other in case of sold-out status or if a guest is travelling
to another city where the hotel does not have a branch.
k) Online: Bookings made directly via hotels website, social media, chat widget on
the hotel website, instant messaging platforms like Whatsapp, Facebook
Messenger etc.
4.8 Check in and out guests
1. Registration and Check-in Procedures
Most of the hotels allow their guests to check-in at 2 p.m. or after. The
registration procedures performed by receptionists should be efficient and
accurate. These contribute to a positive first impression to guests upon their
arrival. Figure 2.4 shows the standard procedures of registration at the front
desk counter:
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a) Greet the Guest Receptionists should always be attentive to the presence
of guests at the front door and lobby areas. They should give warm
greetings to the guests when they approach to the front desk.
b) Verify the Guest‟s Identity Ask if the guest would like to check-in. Verify
the guest‟s identity by checking his/her passport, booking voucher and
confirmation number.
c) Present the Registration Form to the Guest Confirm booking information
printed in the registration form with the guest. For example, room type,
room rate, length of stay and special requests if any. Ask the guest to
complete and sign the registration form if he/she agrees with the terms
of accommodation arrangement.
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d) Confirm the Method of Payment If a credit card is used, check the guest‟s
name, the card‟s validity and its date of expiry. For guests who prefer
paying cash, make sure they have “paid in advance” (PIA) with cash
deposit. Guests should also be reminded that they will not be allowed to
post any charges to their guest accounts if no credit card is provided at
the time of checking-in. Procedures of handling other types of payment,
e.g. personal checks or direct billings should also be handled with extra
care.
e) Check and Update the Information of the Guest‟s Account in PMS Check
if any mail, message or article is received before the guest‟s arrival. Select
and assign a suitable room to the guest according to his/her booking
information.
f) Issue Room Key and Give Further Information While issuing the room
key and giving direction to the guest, a receptionist should also take the
chance to provide more information of the hotel. For example, the
breakfast arrangement; the operation hours of hotel‟s outlets and
facilities and; how to contact the hotel‟s staff for assistance during the
stay, etc.
g) Escort Guest to the Room Ask if the guest needs assistance from the
baggage attendant who can take the guest‟s baggage and escort the guest
to the guest room.
2. Check-Out Procedures
The standard check-out time is always set at 12 p.m. or before. The check-out procedures are as
important as check-in since guests would expect they can leave with no ‘troubles’ on their bills.
Important issues that the receptionists should put into focus are payment collection, give assistance and
create a positive parting impression to guests. Figure 2.11 shows the general procedures of checking-out
a guest upon departure:
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a. Greet the Guest Same as the check-in procedures, greeting is the basic of a quality
service to your guest. Through greeting, a receptionist can also take the chance to ask
the guest for his/her comment about the stay.
b. Check Guest Details It is important to check guest’s details, e.g. the guest’s name and
room number. Guests with identical or similar names should be aware to avoid mistakes
in the check-out process. If the guest leaves earlier than expected, either departments
will need to be informed. Double check with the guest so to make sure satisfactory
services are provided to the guest during the stay. Ask the guest to return the room key.
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Check the corresponding room number if ‘old-style’ metallic keys are used in the
property.
c. Check if Any Late Check-out Charges Should be Imposed Normally, hotels would request
their guests to check-out before 12pm. Receptionists should follow the hotel’s policy for
handling the cases of late check-out. Some hotels would charge 50% of the daily room
rate for those who check-out before 6pm and a full rate is charged after 6pm.
d. Check for Late Charges It is the responsibility of the receptionist to ask whether the
guest has used some charged services while checking out. For example, the guest may
check-out immediately after he/she has consumed breakfast in the restaurant. The
breakfast charge may not have been posted to the guest account by the restaurant staff
if he/she is too busy in serving other tables at the moment. Consumption of mini-bar
items is another common example of late charges which may require the help of room
attendants in updating the status upon check-out. Any discrepancies could lead to
unnecessary losses in hotel’s revenue.
e. Invite Guest to Double-Check the Hotel Charges Produce guest folios (guest bills) for
guest inspection and master folios (master bills) for tour escort’s inspection. The
receptionist should print and present the master to the guest for his/her checking
before bill settlement. It is the responsibility of the receptionist to explain the charges to
the guest if he/she has any questions and make corrections if necessary.
f. Settle the Guest Account Re-confirm the method of payment. It is common that some
guests, especially business travelers and tours would like to split their consumptions
into two different folios (bills): master and incidental. Generally, master folios (master
bills) only include room and breakfast charges which should be paid by enterprises to
cover the necessary expenses of their travelling staff or; by travel agents which have
already received the payments from tourists included in packaged prices beforehand.
Other personal expenses, such as telephone, spa, and in-room movies, would be put
into the incidental folios (incidental bills) as guests’ own responsibilities.
g. Offer Assistance Ask if the guest need any assistance of the bell service, shuttle or
arrangement of other transportations. Some may request the front desk to keep their
baggage for a certain period of time before their departure. Receptionists should also
take the chance to help the guests in making future reservations upon request,
particularly reservations in other hotels under the same chain.
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h. Update Room Status and Guest History Record After checking out the guest, make sure
to update the room status (i.e. from OD to VD) which facilitate room cleaning and make
the room available for sale as efficiently as possible. The creation of a guest history
record involves the transferring of guest’s basic information, room preference and
consumption record. Through the help of the new information technology, guest-history
profiles can be automatically created and updated upon check-out by the property
management system (PMS).
Guest Cycle
The operation of the front office department is mainly determined by the type
and number of guest transactions which take place during the four different
phases of the guest cycle as shown in Figure 2.12 and listed below:

Pre-arrival－The stage where the guest makes room reservation.

Arrival－The point when the guest arrives at the hotel.

Occupancy－The period during which the guest stays in the hotel.

Departure－The point when the guest checks out and leaves the hotel.
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Practical Session
Design reservation forms for identified hotel establishments
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TOPIC FIVE
THE RESTAURANT
5.1 Introduction to the restaurant
Eating is one of life‘s pleasure and pride – so is cooking and serving good food to
others. A restaurant is a commercial outfit which specializes in the preparation of quality
food and to serve them to satisfy the customer‘s demands. Their motto is ―Customers
are our assets and satisfied customers are our source of wealth‖. Restaurants do have
state of the art kitchens in their premises, where food items are prepared, following a
fixed menu to serve the customers. Most restaurants are also equipped with
infrastructure facilities, table settings, and dining halls of various sizes to cater to needs
of small gatherings to grandiose banquets to suit customer demands and above all,
trained personnel to provide a satisfactory service. The term restaurant (from the
French word restorer, to restore) first appeared in the 16th century, meaning "a food
which restores", and referred specifically to a rich, highly flavored soup. The modern
sense of the word was born around 1765 when a Parisian soup-seller named Boulanger
opened his establishment. Whilst inns and taverns were known from antiquity, these
were establishments aimed at travellers, and in general locals would rarely eat there.
The modern formal style of dining, where customers are given a plate with the food
already arranged on it, is known as service à la russe, as it is said to have been
introduced to France by the Russian Prince Ukraine in the 1810s, from where it spread
rapidly to England and beyond.
5.2 Definition and restaurant phrases
RESTAURANT
A restaurant is a retail establishment that serves prepared food to customers. Service is
generally for eating on premises, though the term has been used to include take-out
establishments and food delivery services. The term covers many types of venues and
a diversity of styles of cuisine and service. Restaurants are sometimes a feature of a
larger complex, typically a hotel, where the dining amenities are provided for the
convenience of the residents and, of course, for the hotel with a singular objective to
maximize their potential revenue. Such restaurants are often also open to non-residents
Restaurants range from unpretentious lunching or dining places catering to people
working nearby, with simple food and fixed menu served in simple settings at low prices,
to expensive establishments serving expensive specialty food and wines in a formal
setting. In the former case, customers usually wear casual clothing. In the latter case,
depending on culture and local traditions, customers might wear semi-casual, semiformal, or even in rare cases formal wear. Typically, customers sit at tables, their orders
are taken by a waiter, who brings the food when it is ready, and the customers pay the
bill before leaving. In class or porches restaurants there will be a host or hostess or
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even a maître d'hôtel to welcome customers and to seat them. Other staff‘s waiting on
customers include busboys and sommeliers.
Cafeterias
A cafeteria is a restaurant serving mostly cooked ready to food arranged behind a food
serving counter. There is little or no table service. Typically, a patron takes a tray and
pushes it along a track in front of the counter. Depending on the establishment, servings
may be ordered from attendants, selected as ready-made portions already on plates,
orself-serve of food of their own choice.
Casual Restaurants
A casual dining restaurant is a restaurant that serves moderately-priced food in a casual
atmosphere. Except for buffet style restaurants, casual dining restaurants typically
provide table service. Casual dining comprises of a market segment between fast food
establishments and fine dining restaurants.
Fast Casual-Dining Restaurants
A fast casual restaurant is similar to a fast-food restaurant in that it does not offer full
table service, but promises a somewhat higher quality of food and atmosphere. Average
prices charged are higher than fast-food prices and non-disposable plates and cutlery
are usually offered. This category is a growing concept that fills the space between fast
food and casual dining. Counter service accompanied by handmade food (often visible
via an open kitchen) is typical.
Café
Cafés and coffee shops are informal restaurants offering a range of hot meals and
made-to-order sandwiches. Cafés offer table service. Many cafés are open for breakfast
and serve full hot breakfasts. In some areas, cafés offer outdoor seating.
Coffee house
Coffeehouses are casual restaurants without table service that emphasize coffee and other
beverages; typically a limited selection of cold foods such as pastries and perhaps sandwiches
are offered as well. Their distinguishing feature is that they allow patrons to relax and socialize
on their premises for long periods of time without pressure to leave promptly after eating
Pub
A pub (short for public house) is a bar that serves simple food fare. Traditionally, pubs
were primarily drinking establishments with food in a decidedly secondary position,
whereas the modern pub business relies on food as well, to the point where gastro pubs
are known for their high-quality pub food. A typical pub has a large selection of beers
and ales on tap.
Bistros
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A bistro is a café doubling as a restaurant and serving single dishes and other meals in
a relaxed setting. A bistro is a familiar name for a café serving moderately priced simple
meals in an unpretentious setting. Especially in Paris, bistros have become increasingly
popular with tourists. When used in English, the term bistro usually indicates either a
fast
Restaurant phrases
BOOKING A TABLE
Do you have any free tables?
A table for …, please
two
three
four
I'd like to make a reservation
I'd like to book a table, please
When for?
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For what time?
This evening at …
seven o'clock
seven thirty
eight o'clock
eight thirty
Tomorrow at …
noon
twelve thirty
one o'clock
one thirty
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For how many people?
I've got a reservation
Do you have a reservation?
ORDERING THE MEAL
Could I see the menu, please?
Could I see the wine list, please?
Can I get you any drinks?
Are you ready to order?
Do you have any specials?
What's the soup of the day?
What do you recommend?
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What's this dish?
I'm on a diet
I'm allergic to …
wheat
dairy products
I'm severely allergic to …
nuts
shellfish
I'm a vegetarian
I don't eat …
meat
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pork
I'll have the …
chicken breast
roast beef
pasta
I'll take this
I'm sorry, we're out of that
For my starter I'll have the soup, and for my main course
the steak
How would you like your steak?
Rare
Medium-rare
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Medium
Well done
Is that all?
Would you like anything else?
Nothing else, thank you
We're in a hurry
How long will it take?
It'll take about twenty minutes
DURING THE MEAL
If you'd like to get the waiter's attention, the most polite way is simply to say:
Excuse me!
Here are some other phrases you may hear or wish to use during your meal:
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Enjoy your meal!
Bon appétit!
Would you like to taste the wine?
Could we have …?
another bottle of wine
some more bread
some more milk
a jug of tap water
some water
Still or sparkling?
Would you like any coffee or dessert?
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Do you have any desserts?
Could I see the dessert menu?
Was everything alright?
Thanks, that was delicious
PROBLEMS
This isn't what I ordered
This food's cold
This is too salty
This doesn't taste right
We've been waiting a long time
Is our meal on its way?
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Will our food be long?
PAYING THE BILL
The bill, please
Could we have the bill, please?
Can I pay by card?
Do you take credit cards?
Is service included?
Can we pay separately?
I'll get this
Let's split it
Let's share the bill
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5.3 Cleaning and setting a restaurant
1. Table Setting
The proper procedures of a table setup for one „cover‟ involve the following
steps:
a) Cover the table with a tablecloth if it is required by the restaurant. Some
restaurants would use table mats to replace tablecloths in setting up a
table.
b) Put the side or butter plate on the left side of the table mat. Put the
butter knife on the butter plate at its right as shown in the picture with
the cutting edge facing left.
c) Put the show plate at the centre of the table mat. Be reminded that some
restaurants have no show plates on a table setup.
d) Put the main or dinner knife at the right side of the show plate as shown
in the picture with the cutting edge facing left. And then put the main or
dinner fork at the left side of the show plate.
e) Put the soup spoon at the right side of the dinner knife as shown in the
picture.
f) Put the side or salad knife at the right side of the soup spoon with the
cutting edge facing left as shown in the picture.
g) Put the side or salad fork at the left side of the dinner fork.
h) Put the dessert spoon at the upper side of the show plate with its head
facing left. Then, put the dessert fork in between the dessert spoon and
the side plate with its head facing right.
i) Put the water glass at the upper right-hand corner of the table mat.
j) Finally, put the napkin at the centre of the show plate.
2. Different Kinds of Table Settings
The table setting also portrays the image of the business and the ambience of
the dining areas. The setting should have a centerpiece that performs a solely
decorative function. Care should be taken not to make the centre piece too
large so that there will be sufficient room to place serving dishes. High
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standard hotels and restaurants usually have white linen table cloths and
napkins. Napkins can be folded into many different designs and shapes to add
a decorative atmosphere to the restaurant. Depending on the type of service,
utensils are placed about one inch from the edge of the table, each one lining
up at the base with the one next to it. The glasses are positioned about an inch
from the knives, also in the order of use: white wine, red wine, dessert wine
and water tumbler. A well-laid table can add atmosphere and ambience to any
restaurant.
i.
À la carte setting. À la carte: Menu with all the dishes individually priced.
Cooked to order. List of dishes.
ii.
Table d‟hote setting. Menu is at a set price, usually with two or three
courses. Fixed price.
5.4 Welcoming and sitting diners
Receiving the Guest
1. The welcoming of the guests represents the most important step to his final
satisfaction and reflects the level and quality of the service of an establishment
2. Guests must be welcomed from the entrance of the restaurant; they should not
wait by themselves for more than 10 seconds at the entrance.
3. The first impression received by the guest is most important. It is not necessary
to execute the whole welcoming procedure with each guests (it is not always
possible in case of affluence), however, it is indispensable to show him that he
has been taken into consideration, if it is only by eye contact.
4. If the hostess or the maître d‘ is occupied, the head waiter or the assistant waiter
must show the guests that they have been taken into consideration.
5. If there is an overbooking problem (more tables have been reserved than the
restaurant can welcome), guests should not be left at the entrance but invited to
sit down at the bar and take care of the problem away from their presence.
6. The hostess or Maître d' must try to seat the guests if he / she have to modify the
planning of reservations at the moment of the guest‘s arrival.
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7. The hostess or the head waiter will accompany the guests to his table and pull
out the chair for him / her to sit.
8. The head waiter or the assistant waiter will immediately present himself to the
table to show the guests that he has been taken into consideration
5.5 Providing Menu to the diners
It is usually the style of presentation of menu along with the prices mentioned. There are
ways of presentation of menu.
A.
B.
C.
D.
Book form
Card form
Board form
Place mats
Book form- this type of presentation of menu is very common in large establishments
where there are more items. The items are listed along with their respective prices.
Most of the restaurants follow this style.
Card Form- the food items along with their pricing are written on a card for smaller
establishment.
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Board Form- It is mostly found in fast food centres, food courts or pavilion where a
large board is displayed with the names of the dishes and their pricing.
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Place mats- such form of menu presentation is generally found in food service areas
where turnover of the guest is very high and fast efficient service is required. Place mats
are printed papers placed on the guest table with the names and prices displayed. Once
the guest is done with their meal, the mats are immediately removed and new ones are
placed. Usually followed in coffee shop, fast food centres etc.
5.6 Taking an order
Order taking is a skillful art that reflects the efficiency of both the waiter and the
establishment. The order taker (waiter) should be skillful to handle array of customers
efficiently. He should have a very good memory. He should have good oral
communication skills. Knowledge about food and beverage, their garnishes and
accompaniments, matching wines and spirits, cooking time and serving time,
description of dishes in a lucid manner are other important qualities of order taker. He
should also possess a rapid writing skill legible enough so that other subordinates can
understand and execute the order.
ORDER TAKING PROCEDURE
The order taking procedure in a hotel industry is discussed in detail in the following
paragraphs.
Attending an Order
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1. The waiter will approach the guest from the left, place the menus, ensuring they
are clean, in front of him and enquire: ―May I have your order please, sir /
madam?‖
2. He should wait patiently, facing the guests, until (after any necessary advice has
been asked for and given) the order is completed as fast as and including the
main course.
3. When the menus are long and varied, it is advisable to allow customers a few
minutes before asking the order.
4. When it is apparent that there is a host, take his instructions first, and otherwise
receive orders as soon as the guests are ready.
5. If the waiter is busy and cannot attend to a customer at once, he should inform
him that he will attend to him shortly or ―in a moment‖.
6. When two tables are occupied at approximately the same time, the waiter must
take the order of the first party first. Customers are apt to note with annoyance
any failure to a ―first come, first served‖ sequence.
7. Waiter must be aware not only of the specialty of the day but also reasonable
dishes to recommend. He should know the following things as far as possible:

Knowing which dishes are ready for quick service to guests in a hurry.

Items suitable for children

Salad, vegetable and potato suggestions for grills, roasts and main
courses for a la carte guests.
Recording an Order
1. The Head Waiter should write in the corner of the order sheet; the table number
and the number of persons being served. He also notes the time at which the
order has been taken.
2. He takes the order for the appetizer; he indicates the number of guests for each
appetizer opted.
3. He takes the order for the main dish. He writes the special notes at the right
(example: choice of spice and hotness). He repeats the same for all the guests.
4. He takes the order for all other items.
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5. He affixes his signature and hands it over to his back waiter.
METHODS OF TAKING FOOD AND BEVERAGE ORDER
Essentially there are four methods of taking food and beverage orders from customers.
All order taking methods are based upon these four concepts.
1. Triplicate Method. Order is taken, top copy goes to the supply point, second
copy is sent to the cashier for billing; third copy is retained by the server as a
means of reference during service
2. Duplicate Method. Order is taken; top copy goes to the supply point, second
copy is retained for service and billing purposes.
3. Service with Order Method. Order is taken; customer is served and payment
received according to that order, forexample, bar service or take-away methods.
4. Pre-Ordered Method
a. Individually (example room service breakfast)
b. Hospital tray system
c. Functions
5.7 Providing good services
No matter how tasty your menu, customers won't come back if they have bad
experiences with your customer service. For this reason, training employees to offer
good customer service can help you drive sales. In fact, the first and best step to
opening a restaurant that offers great customer service is hiring people who love to
serve. After that, you train them how to serve by showing them examples of great
customer service and explaining how they can mimic those examples.
Being Prompt and Attentive
Being prompt doesn't mean rushing or hovering, but it does mean taking care of
customers' needs in an appropriate time frame. Having to wait 10 or even five minutes
for drink refills, butter, sauce or the check can quickly make a good dining experience
turn sour. Customers can feel awkward when wondering if they should remind their
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servers about the request. They may even eat food without the proper condiments or a
beverage – something no restaurant owner wants, because it can lead to poor
reviews.
Restaurant owners can encourage their employees to offer prompt service by asking
them to keep lists of customer needs or to care for one customer before moving on to
the next.
Service with a Smile
In the restaurant industry, good service means a friendly, welcoming service. A
restaurant owner should not merely strive to avoid bad service, but she should
positively strive to encourage the exceptional service that occurs when service
workers take a genuine interest in their customers.
For example, waiters and hosts might ask customers about their day, help them make
food choices and give customers compliments. Restaurant owners can encourage this
kind of good service by honoring employees who are exceptionally gifted in this area
and having them train others.
Being Available
Sometimes, good customer service simply means being available. Customers who
can see managers, hosts and wait staff are more likely to give employees the
opportunity to provide good customer service by making requests. Many diners are
hesitant to actually walk into the bar or to the counter to ask for something, and a
customer should never have to shout into the kitchen. Just by being visible, you make
customers feel they are having a better experience because they know if they need
something, you're right there, available to help.
Being Exceptional
Customers can get good food and decent customer service almost anywhere. What
will set your restaurant apart is the degree to which you are willing to go above and
beyond to be exceptional. Restaurant employees can practice this kind of customer
service by being willing to make special creations for guests, offering them drinks to
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go, bringing mints after dinner and engaging in other little practices that show they are
going above and beyond the competition.
Deal with Customers Complaints and Concerns
‗The Customer is always right‘ is the well-known proverb amongst all the people
associated with the restaurants. Any issue or concern of any customer should be taken
care of on a priority basis. However, in the digitalized world, customers prefer to post
their complaints on social media platforms. But whenever customer posts their
complaints online, the management should be responsive enough and should reply with
politeness and courtesy.
Use Technology for Better Restaurant Service
The use of technology is increasing manifold in all industries alike, and in this digital age
and with so many new restaurants opening, the restaurant industry is getting
competitive at each step. Automating restaurant operations helps in improving its
efficiency which in turn will enhance your restaurant service.
Practical Session
i.
Table setting
ii.
Cleaning Diner areas
iii.
Welcome diners
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TOPIC SIX
FOOD AND BEVERAGE IN THE HOSPITALITY INDUSTRY
6.1 Introduction and definition of operation terms
The menu is a/an:
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
Basic document in food and beverage operations;

Printed document which informs patrons of the products offered; and

Integral part of all other functions of any food or beverage outlet.
In a restaurant, a menu is the list of dishes to be served or available for a diner to select
from. The items that are available for the diner to choose from are broken down into
various categories, depending on the time of day or the event.
Service is a term that is used to describe the manner and method in which food is
served to guests in foodservice operations.
Food Service Management is a process of managing the food ser-vice operation, a
place where a traveller can get food and accommodation. Food and drinks provided in a
good ambience, aesthetically for a cost-effective price to the satisfaction of a customer
is the basic objective of a food service operation. Safe and tasty food with quality served
in a hygienic environment is important.
Food service operations involve the purchasing of raw materials, inventory
check, food preparation, and analyzing the business as a whole.
There are two different categories of food service operations- commercial and noncommercial. Each category has their own unique approach and considerations.
Commercial
Commercial food service operations are for profit businesses that meet the demands of
the customer. The following are some of the common foodservice operations found in
the commercial sector.
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i.
Airport Lounge- Food lounges made available for travelers going through
airports. The lounges offer wide selections for breakfast, lunch, and dinner along
with a variety of beverages. The traveler purchases his choice of food and
beverage and then takes it to a table within the lounge to eat.
ii.
Cafeteria- Cafeterias can be found in offices, schools and hospitals. Customers
will choose their food from counters containing a variety of hot and cold dishes.
Once the food is chosen, payment is made to a cashier at the end. Customers
then eat within the cafeteria at basic tables.
iii.
Coffee Shop- Either as an independent outlet or situated within another business
like a bookstore, coffee shops provide snacks and small meals. Depending on
the location, food is ordered either at a counter or through table service.
iv.
Family Restaurant- A family restaurant has an inviting ambiance where families
can go to enjoy a good meal in a comfortable setting. Menu items often focus on
a certain cuisine style.
v.
Fast Food Outlets- The food at fast food outlets are often cooked in advance and
kept warm for faster service. The menu at fast food stops are often limited to
certain choices based on the food chain's approach.
vi.
Food Court- This type of food service is found in shopping malls and some
casino-hotels. The food court will offer multiple cuisines at different counters
located throughout the central dining area. Customers order and pick-up their
food from the outlet and then consume it either on premises or another area.
Non-Commercial
A foodservice operation that is non-commercial includes colleges and universities,
healthcare, military, day-care centers, and retirement homes. The food prepared and
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served in these segments functions as a secondary measure to the main function or
purpose of the establishment.
Food service is mostly handled by contractors that manage the food and dining
facilities. Or the establishments will hire their own staff to operate the food services.
Types of non-commercial operations includei.
Welfare Catering- The provision of food and beverages to people to fulfill a social
obligation. Nutritious food is offered at a reasonable price. It includes catering in
hospitals, schools, colleges, the armed forces and industrial catering.
ii.
Industrial Catering- The provision of food and beverages to people at work in
industries and factories. Industrial catering food is provided at a concessional
rate.
6.2 Types of Menus
There are many different types of menus. Some common ones include the followings:
a) À la carte Menu. This is a menu with all the dishes individually priced. Items on the menu are
prepared and cooked to order.
b) Table d’hote Menu. Table d’hote menu has a fixed number of courses and limited choices
within each course at a fixed price.
c) Carte du jour. This menu is a list of dishes that are available from the restaurant on a particular
day. Customers can choose from this list which may be given to them as a menu card on the
table, written on a blackboard or introduced verbally by the waiter/waitress. This type of menu
provides set items at fixed price and would be changed on a daily basis.
d) Children’s Menu. A children’s menu can be à la carte or table d’hote and offered in conjunction
with one for adults. Puzzles and pictures are often found on the menu. The dishes can be
prepared very quickly with smaller portion size and lower pricing when compared to those for
adults. This kind of menu is usually available in theme restaurants. Visit these two web sites to
look at some children’s menus.
e) Banqueting Menu. Banqueting menus can also be table d’hote menus (set menu at a set price)
when a large number of people are served at their table at the same time, course by course. Sitdown wedding banquets are a good example.
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f)
Cocktail Menu (finger food). This menu consists of small items (no more than two bites). There
is usually a selection of items – canapés, hors d’oeuves. Service staff will circulate with a tray of
items which are offered to the standing customers. Usually no menu card z Dishes can be hot or
cold
g) Cycle Menu. A cycle menu is a series of table d’hote that are offered in rotation, covering a
given length of time, e.g. one, two, or three week(s). They are simple and easy to make when
comparing with those which require daily changes. These menus are usually available in
industrial catering establishments, cafeterias, hospitals, prisons, colleges. The length of the cycle
depends on:
i.
Management policy;
ii.
The time of year;
iii.
Foods available; and
iv.
Cost of items to prepare.
The advantages of using a cycle menu include the followings:
i.
It reduces menu planning time.
ii.
It streamlines purchasing procedures.
iii.
It helps standardize food production.
iv.
It helps the food service become more efficient.
6.3 Types of food service operations
As companies try new ways to increase employee engagement, retain, and attract talent they're
turning to different types of food service options.

Daily Restaurant Popups- Popups are a remarkable solution to businesses which
don't have a dedicated cafeteria for employees. Each day, a new food vendor
serves food in a meeting room, lobby, or other large common area. It keeps
overhead costs low and meals are paid for by the employer or by the employees
themselves. Ideal for companies with fewer than a hundred employees.

Food Truck Programs- This option is popular in many cities. Food trucks offer a
variety of food options. Scheduling a truck for a certain time of day can be a
hassle and weather might become challenging but food trucks are a fun option
for employees.
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
Employer-paid Catering- Tech companies favor this food service model. It's often
used as a perk to ensure their employees remain pleased. The meals are part of
the overall job package and are paid for by the employer.

Delivery- Delivery is a tried and true option for those who work in office and those
who work from home. Food delivery services have expanded the menu of options
that can be delivered to the office or the front door. It's a convenient way to get a
meal without the need to run out and pick something up.

Corporate Cafeterias- Cafeterias are common food service options for many
businesses. The incorporation of local authentic cuisine and national restaurants
into cafeterias has revolutionized a classic model.
6.4 Food and beverage presentation
BREAKFAST
INTRODUCTION
Breakfast is the first meal of the day, typically eaten in the morning. The word derives
from the idea of breaking the involuntary fast due to sleep. Breakfast is considered by
many food experts to be a most important meal of the day. Traditionally, breakfast is a
large cooked meal eaten before work and designed to carry people through a large part
of the day. The erosion of the cooked breakfast has been an ongoing trend in the
Western world, since at least the early 20th century, coinciding with late waking times
than when most Westerners had agricultural occupations, starting early in the morning.
Breakfast in hotels may be served in the hotel restaurant or dining room, in a breakfast
room set aside for this one meal, or in the guest's bedroom or suite. The current trend is
that most of the hotels are offering breakfast as complementary (bed and breakfast
tariff).
TYPES OF BREAKFAST
The following are some of the basic types of breakfast:
1. Continental breakfast
2. English breakfast
3. American breakfast
4. Indian breakfast
Continental Breakfast
Continental breakfast is an institutional meal plan based on lighter Mediterranean breakfast
traditions. It is a light meal meant to satisfy breakfaster until lunch. A typical Continental
breakfast consists of the following:
Juice
Mango juice, pineapple juice, tomato juice, orange juice or grapefruit juice
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Bread
Beverage
Toast (white bread / brown bread), rolls, croissant, brioche, muffins, and
doughnuts, Danish pastry served with preserves, jam, honey, marmalade and
butter
Hot beverages such as tea or coffee
The continental breakfast may also include sliced cold meats, such as salami or ham, and
yogurt or cereal. Some countries of Europe, such as The Netherlands and those in Scandinavia,
add a bit of fruit and cheese to the breakfast menu, occasionally even a boiled egg or a little
salami. If tea is served as a beverage with the above breakfast then it is known as ‗The Comp
let‘. If coffee is served with the above breakfast then is it is known as ‗Café Comp let‘. On the
other hand, if the guest exclusively takes coffee alone (with nothing to eat), then it is known as
‗Café Simple‘. If the guest takes tea alone then it is known as ‗The Simple‘. The current trend in
the continental breakfast menu includes a wide variety of choice of food items as detailed
below:
Juice
Mango, pineapple, orange, apple fresh, stewed fruit, strawberries, lychees,
melon, tomato juice, grapefruit (half or segments), figs, prunes (fresh and
stewed).
Cereal
Cornflakes, Weetabix, Special K, Alpena, muesli, bran flakes, rice crispies,
porridge.
Yoghurts
Natural or fruit, regular or low fat
Fish
Fried or grilled kippers, poached smoked haddock (sometimes with poached
eggs), grilled herring, fried or grilled plaice, fried or grilled sole, kedgeree,
smoked fish, marinated fish such as gravadiax.
Eggs
Fried, poached, scrambled, boiled, plain or savory filled omelet, eggs benedict
Meats
Bacon in various styles, various sausages, kidney, steak, gammon
Vegetables Hash browns, sauté potatoes, home fries, mushrooms, baked beans fresh or
frilled tomato
Pancakes and waffles Regular pancakes or waffles, with maple syrup or other toppings,
blueberry pancakes, whole meal pancakes, griddles cakes
Cold buffet
Hams, tongue, chicken, smoked cold meats, salamis, cheeses
Bread items
Preserves
Beverages
Toast, rolls, croissants, brioches, and crisp breads, plain sliced white or
brown bread, Danish pastries, American muffins, English muffins, spiced
scones, tea cakes, doughnuts.
Jams, marmalade, honey
Tea, coffee (including decaffeinated), chocolate, beverages, milk, mineral
waters The Continental Breakfast concept is not limited to Europe, as
evidenced by the numerous hotel chains that offer this service worldwide.
English Breakfast or Full Breakfast
An English breakfast is an elaborate breakfast quite substantial in size and variety. The rational
English breakfast comprises of ten courses.
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Juice
Stewed Fruits
Chilled fruit juices - Pineapple, Orange, Apple, Grapefruit, Tomato
Apples, Prunes, Figs, Pears etc. are cut into small pieces and cooked in
sugar syrup flavored with clove and cinnamon. It is served in a cocktail
cup with a quarter plates as underline and the cutlery provided is a
teaspoon
Cereals
Oatmeal (meal), cornflakes, wheat flakes, rice crispies, porridge are
served with cold or hot milk in a soup bowl with a quarter plate as
underline and a dessert spoon are provided as cutlery.
Fish
Herring, Haddock, Kedges, Sardines are served.
Eggs
Boiled, Fried, Poached, Scrambled, Plain or Savory Omelets.
Meats
Fried or Grilled bacon, sausages, ham, salami, kidney or liver
Rolls and Toast oast white or brown or rolls like croissant, muffins, brioche, doughnuts,
Danish pastry.
Butter and Preserves Butter, jam, jelly, marmalade, honey, maple syrup.
Fruits
Fresh fruits like melon, papaya, mango, orange, grapefruit, pears.
Beverages
Tea, coffee or hot beverages like Bournvita, Milo, Horlicks, Ovaltine, and
Cocoa.
American Breakfast
Traditional breakfasts in the United States and Canada derive from the full English breakfast
and feature predominantly sweet or mild-flavored foods, mostly hot. Restaurants that serve
breakfast typically base their menus around egg dishes and meats such as sausage and bacon.
Pancakes and waffles are also popular. An assemblage commonly known as a country
breakfast in restaurants consists of eggs or omelet, sausage or bacon, hash browns,
gravy,coffee, biscuits or toast with jam or jelly, and fruit juice.
The American breakfast comprises of the following courses:
Juice Mango, Pineapple, Orange, Grapefruit, Tomato
Cereals Oatmeal (meal), cornflakes, wheat flakes, rice crispies, and porridge are
served with cold or hot milk.
Eggs Boiled, Fried, Poached, and Scrambled, Omelets, served with bacon, ham
or sausages.
Breads Toast white or brown, rolls, brioche croissant, with preserves like butter,
jam, jelly, marmalade and honey.
Beverages Tea, coffee or hot beverages like Bournvita, Milo, Horlicks, and Ovaltine
American breakfast usually consists of fewer courses than English breakfast.
Indian Breakfast
An Indian breakfast varies from region to region and is mostly vegetarian. In East India (Orissa,
Bengal) the most popular breakfast are Idly, Bara, Puri and Upma. These are served with
Ghuguni (Peas curry) or potato curry and also sweets like Rasogula, chenapoda etc. In South
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India, the most popular breakfast is an assortment with several possible main dishes, such as
idlis, Vedas, dosas and chapattis. These are most often served with hot sambar and one or two
kinds of chutney items in Tamil Nadu. The usual North Indian breakfast consists of stuffed
paratha breads or unstuffed paratha (they resemble oily melee crepes) with fresh butter, cooked
spicy vegetables especially aloo sabzi. Popular accompaniments include sweets like jalebi,
halwa, and sweetened milk. In Maharashtra, Poha, Upma or Shira (similar to Kesaribath) is
frequently eaten for breakfast. In urban areas, omelets and simple butter sandwiches are
becoming a popular breakfast food.
Juice
Mango, Pineapple, Orange, Grapes, Tomato
Fruit Salad Fresh, seasonal fruit accompanied with yoghurt or honey
Sweet dishes Rava Kesari, Basmati rice, sweet porridge, jalebi, halwa, and sweet milk.
Eggs
Boiled egg, omelet, scrambled eggs on white or whole meal bread toast served
with crumbled homemade paneer cheese & chopped spinach.
Breads
Toast or plain white / brown breads, butter sandwiches
Indian specialty breakfast items
Idlis, vadas, dosas and chapattis served with
sambar and chutneys.Bara, Puri and Upma,
Pongal, Poha, or Shira (similar to Kesaribath)
Stuffed paratha breads or unstuffed paratha with
cooked spicy vegetables especially aloo sabzi.
Beverages Tea, coffee or hot beverages like Bournvita, Milo, Horlicks, and Ovaltine
Lunch serving techniques
Lunch customers can be generally categorized into two groups: Business people who have a
short-lunch period and want quick service, and shoppers or others who just want leisurely
service. A good server will recognize each group and try to accommodate accordingly.
a.
b.
c.
d.
e.
f.
g.
h.
i.
Fill the water glass three-fourths full of iced water.
Place chilled butter on cold bread-and-butter plate.
Place the appetizer in the center of the cover
Remove the appetizer when guest has finished.
Place the soup service in center of cover.
Remove the soup entree.
Place entree plate in center of cover.
Place individual vegetable dishes above the cover.
Place hot beverages above and a little to the right of cup and sauce, with individual
creamer above the cup.
j. Place an iced beverage or milk at the right and a little below the water glass.
k. Remove the main-course dishes.
l. Remove any extra silver not used in the main course.
m. Crumb the table, if necessary.
n. Place dessert silver to right of the cover with fork nearest the dessert plate, when fork
and teaspoon are used. When several teaspoons are placed, the dessert fork may be
laid on the left side, to "balance the cover"
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o.
p.
q.
r.
Place the dessert service in center of the cover.
Remove dessert dishes and silver.
Place the finger-bowl on the underline in the center of the cover.
Present the Check face down.
Dinner serving techniques
Dinner customers are seldom in a hurry. The server should be able to give leisurely service
without making the guest feel rushed. Although the guest should be allowed plenty of time to
complete each course, long waits between courses should be avoided (especially when small
children are present.) An efficient server should observe the guests during the meal in order to
serve the next course promptly, and to comply with any requests made by guests for special
needs. This is a generally accepted guideline, but does not apply to all situations.
a. Place appetizer or hors d'oeuvre service from the left in the center of the cover.
b. Remove the first-course dishes.
c. Place the soup service in the center of the cover.
d. Remove the soup service.
e. When the entree is served on a platter, place it directly above the cover. Lay the serving
silver at the right of the platter. Place the warm dinner plate in the center of the cover.
f. Place the beverage to the right of the teaspoons.
g. Offer rolls or place them on the center of the table in reach of all the guests.
h. Remove the main-course dishes when the guest has finished.
i. Crumb the table if necessary.
j. Place silver for dessert course.
k. Place the dessert service in the center of the cover.
l. Offer hot coffee or tea.
m. Serve the check face down.
Diamond Service
a. Hostess or Maîtres d‘ seats and welcomes guests
b. Front waiter lights the candle and offers mineral or served water. If mineral water is
sold, silver coaster is placed on table under water bottle.
c. Captain asks for cocktails and gives the wine list. He will serve cocktails and leave the
list on the table, if the guests are a couple, the Captain will point out wine by the glass or
half bottles wine selections.
d. Back server delivers and explains the amuse, after cocktails are served.
e. Front server clears Amuse and maîtres d‘ or Captain presents the menu and explains
the specials.
f. Sonmuna‘ or Captain takes the wine order, pours and explains each selection. Captain
waiter continues to offer cocktails
g. maîtres d‘ takes order and gives service copy the Front waiter, who proceeds to remove
base plates and give proper miss en place for up to two ―2 courses.‖ Front waiter is to
keep service copy slips on his person at all times.
h. Brioche and butter service is done by the Back waiter will maintaining the clearing and
replacing of napkins.
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i.
j.
k.
l.
m.
n.
o.
First course and brioche refills are delivered by the Runner to the Front server on the
floor, who then serves them. Pepper is to be offered on all salad dishes.
First course are cleared by the back waiter, and miss en place is rechecked by front
waiter.
Runner is to correctly number the domes, and entrees are to be served with assistance
of the Back waiter. Back water is to know position # 1 on all the tables in his section.
Back waiter clears table after main course and crumbs the table. Coffee order is taken,
cheese selection is explained and the desert, cognac, port, sherry menu is presented.
Front waiter takes dessert order and gives proper miss en.
Back waiter delivers desserts and coffee.
Captain brings over cart and offers cognacs, ports, or cherries.
GENERAL RULES TO BE OBSERVED WHILE SERVING
1. Women are usually served first. If it is an honorary dinner, of course, the guest of
honor is served first. Otherwise, age and status of the guest determine the
sequence, with older or more distinguished guests served first. The host is
always served after his or her guests. When children are present at the table,
serve them as quickly as possible to maintain peace.
2. Place and remove all food from the left of the guest.
3. Place and remove all beverages, including water, from the right of the guest.
4. Use the left hand to place and remove dishes when working at the left side of the
guest and the right hand when working at the right side of the guest. This will
provide free arm action for the server and avoids the danger of bumping against
the guest's arm.
5. Place each dish on the table with the four fingers of the hand under the lower
edge and the thumb on the upper edge.
6. Never reach in front of a guest, nor across a person in order to serve another.
7. Present Serving dishes from the left side, in a position so that the guest can
serve himself. Place serving silver on the right side of the dish, with the handles
turned toward the guest so that he may reach and handle them easily.
8. Do not place soiled, chipped, or cracked glassware and china or bent or
tarnished silverware before a guest.
9. Handle tumblers by their bases and goblets by their stems.
10. Do not lift water glasses from the table to fill or refill. When they cannot be
reached conveniently, draw them to a more convenient position.
11. Set fruit juice and cocktail glasses, cereal dishes, soup bowls, and dessert dishes
on small plates before placing them in the center of the cover between the knife
and the fork.
12. Place individual serving trays of bread and rolls above and to the left of the forks.
Place a tray or basket of bread for the use of several guests toward the center of
the table.
13. Place the cup and saucer at the right of the spoons, about two inches from the
edge of the table. Turn the handle of the cup to the right, either parallel to the
edge of the table or at a slight angle toward the guest.
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14. Set tea and coffee pots on small plates and place above and slightly to the right
of the beverage cup. Set iced beverage glasses on coasters or small plates to
protect table tops and linen cloth.
15. Place individual creamers, syrup pitchers, and small lemon plates about and a
little to the right of the cup and saucer.
16. Place a milk glass at the right of and below the water glass.
17. Serve butter, cheese, and cut lemon with a fork, serve relishes, pickles, and
olives with a fork or spoon, not with the fingers.
6.5 Specialized forms of food service
Five styles of services are internationally recognized:
1. Serving of Food with One Hand
This service technique is used only for platter service and involves the so-called long
grip. In the long grip, the utensils are held in the right hand. Hold the spoon between the
index and middle fingers and the fork between the index finger and the thumb. The
curves of the spoon and fork should align. Gently slide the spoon under the item to be
served, so that it is held between the fork and spoon. Remove your index finger, apply
light pressure to the fork, and lift.
2. Serving of Food with Both Hands
This technique is used when working at a side table or a buffet. When serving with both
hands, hold the spoon in your right hand and the fork in your left hand. If the food is
prepared in a sauce, always scrape the bottom of the spoon with the fork, to prevent
drips and to keep the plate you are preparing clean and neat.
3. Arranging Food on the Plates
To the uninitiated, it might seem very simple to arrange food nicely on a plate. Actually,
in a refined service, food is arranged according to particular rules that are followed the
world over. Meat is always placed at the lower part of the plate. Sauces are served
separately in a sauce boat, or they are served to the left of the meat or fish. When a
dish is cooked in a sauce, such as a curry or stews, the sauce is served over the meat.
Compound, or flavored, butters, such as d‘hote or d‘hote butter or herb butter, are
placed directly on the meat. Side dishes are arranged to achieve color harmony. A
piece of cake or pie should be served with the point facing toward the guest. Plates with
a logo or other graphic decoration should be arranged so that the decoration is placed
in front of the guest. Plates should never appear overloaded; the rims must always be
free of food and without drip smears. Hot food is always served on hot plates; cold food,
on cold plates.
4. Pouring Beverages
Hold glasses by the bottom or stem only, to avoid fingerprints. Glasses are always
placed to the right of the guest with the right hand. If the glass has a logo, it should face
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the guest. Beverages are always poured from the right side of the guest. When serving
juices or water that has been packed or sealed, hold the glass, slightly slanted, on the
table with left hand and slowly pour out the juice with the right hand, so that the juice
sediment is not disturbed. A bottle of juice is first presented to the host. Then the bottle
is opened, and a small amount is poured out for the host. After the host approves, the
guests are served first and the host's glass last.
5. Sequence of Clearing
When an aperitif has been served, the empty glasses are cleared only after the
beverage is served. If a fresh juice is served with the appetizer, the empty glasses are
removed only after the water has been poured. The water glasses are cleared after the
coffee or after dinner drinks are served. When guests are smoking, ash trays are always
changed before a new course is served. After the guests have finished the main course,
any platters or serving dishes on the table are removed first. Then the dinner plates are
cleared along with the flatware. Finally, any smaller plates, bread plates, and finger
bowls are removed. Before dessert is served, the table is totally cleared, except for
flowers or other decorations.
SERVICE METHODS
Service is a term that is used to describe the manner and method in which food is
served to guests in foodservice operations. In former times, this often constituted an
elaborate and convoluted protocol, much of which is no longer in vogue,
notwithstanding that some technical terms are still in use today. When food is placed
directly on plates and served to guests at the table, this is referred to as service a
bassinette. When guests serve themselves from the dish on the table with serving
spoons, this is referred to a service a la franchise. When the waiter places the food on
the diner‘s plate this is referred to as service in the a la Auglaize style. In service a la
russe, which is also known as au guerdon, the dish is first offered to guest for viewing or
approval, and then food is served onto the diner‘s plate at a pedestal table or guerdon,
which is located close to or besides the dining table. Broadly we can categorize the
service methods in five types:
a. Table Service
b. Assisted service
c. Self- service
d. Single point service
e. Specialized or in situ service
A. Table Service
In this category, the guest enters in the area and is seated. Menu lists are given or
displayed for orders. The orders are been taken by waiter/ess. Then the service is done
using a laid cover on the table.
The following are types of service come under this category:
1. English Service:
Often referred to as the "Host Service" because the host plays an active role in the
service. Food is brought on platters by the waiter and is shown to the host for approval.
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The waiter then places the platters on the tables. The host either portions the food onto
the guest plates directly or portions the food and allows the waiter to serve. For
replenishment of guest food the waiter may then take the dishes around for guests to
help themselves or be served by the waiter. It is fast. Plates of food are served
immediately at the proper temperature. It requires no special equipment.
2. French Service / guerdon service
French service differs from others in that all food is served from the guerdon. This is a rolling
cart the same height as the guest's table. The guerdon is covered with a cloth and is placed
side-by-side with the table. It is equipped with a small alcohol stove, or reechoed, that is used to
keep the food warm for the preparation of sauces, crepes suzette, jubilee and other special
dishes. This service is very elaborate and elegant. The food is partially prepared in the kitchen
and completed by the Chef or Headwaiter in full view of the customer. Service of this type
requires not only technical expertise on food preparation but also a good showmanship. The
Chef carries out certain activities like carving meats, preparing flambé, etc. with flair and
showmanship.
Advantages:
1. The guest is given personalized attention making him feel important.
2. It makes the guest feel that he is receiving a royal treatment.
3. The service is elegant and entertaining.
4. It commands higher price than other forms of service (pay for the service).
Disadvantages:
1. It is a slow service.
2. It is expensive because it requires large professional staff.
3. It requires a bigger dining room space to make service and food preparation
convenient.
3. American Service
This is usually called "plate service‖ because the food is already placed in the plate in
the kitchen ready to be served to the guests. This type of service is used in coffee shops
where there is a demand for quick and simple service. It requires minimal training for
novice waiters and waitresses.
Advantages:
1. It is a fast and simple service.
2. It is inexpensive. One waiter or waitress can serve many guests and no special
service equipment is necessary.
3. It does not require highly trained technical staff that demands for higher pay.
Disadvantages:
1. Less showmanship
2. Reduced personalized attention
4 Silver Service:
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The table is set for hors d'oeuvres, soup, main courses and sweet dish in sterling
silverware. The food is portioned into silver platters at the kitchen itself, which are
placed at the side board with burners or hot plates to keep the food warm in the
restaurant. Plates are placed before the guest. The waiter then picks the platter from the
hot plate and presents the dish to the host for approval. He serves each guest using a
service spoon and fork. All food is presented in silver dishes with elaborate dressing.
5 Russian Service:
An elaborate silver service thought to be the foundation of French service except that
the food is portioned and carved by the waiter at the guerid on trolley in the restaurant in
full view of the guests. Display and theatrical presentation are a major part of this
service. The principle involved is to have whole joints, poultry, game and fish
elaborately dressed and garnished, presented to guests and carved and portioned by
the waiter.
Advantages:
1. Only one waiter is needed to each station.
2. Elegant and entertaining.
3. No extra space is needed for the equipment (except for the side stand).
4. It guarantees equal portions because the food is pre-cut and already served.
5. Gives the guests personal attention.
Disadvantages:
1. It requires a big initial investment in silver equipment.
2. If many guests are served from one platter, the last one to be served may see a
rather less attractive display.
3. If every guest in a party orders a different dish like steak or fish, the waiter must carry
very heavily loaded tray / trays to the dining room.
6. Snack bar Service:
Tall stools are placed along a counter so that the guest may eat the food at the counter
itself. In better establishments, the covers are laid out on the counter itself. Food is
either displayed behind the counter for the guests to choose from, or is listed on a menu
card or simple black board.
7. Assisted Service
In this type of category, the guest enters in the dining area and helps himself to the
food, either from a buffet counter or he may get served partly at table by waiter/ess and
he collects any extras he needs from the counter. Eating may be done on either at
table, standing or in lounge area/ banquet hall.
8. Buffet Service
This is also called self-service and is normally used in banquet functions and in some
restaurants. Food is attractively arranged on a long table, classified and arranged
according to proper sequence, from appetizers to desserts. Soup is placed on a soup
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tureen and the hot entrees in chaffing dishes to keep them warm. Some equipment like
dinner plates and saucers are laid down right on the buffet table. Instead of the waiter
serving the guests, the guests go to the buffet table pick up plates, china, cutlery and
napkin and all other items and serve themselves of their own choice.
Advantages:
1. It is a fast service.
2. It requires less staff to render the service needed.
3. The presentation of the different dishes can be appetizing.
Disadvantages:
1. It may result in shortage of food especially when the early ones may serve
themselves more; thus very little food is left for the latecomers.
9. Self Service
In this type of service, the guest enters in the dinning area, selects his own tray or from
the food counter and carries food by himself to his seating place.
10 Cafeteria Service:
This service exists normally in industrial canteens, colleges, hospitals or hotel
cafeterias. To facilitate quick service, the menu is fixed and is displayed on large
boards. The guest may have to buy coupons in advance, present them to the counter
waiter who then serves the desired item. Sometimes food is displayed behind the
counter and the guests may indicate their choice to the counter attendant. The food is
served preplated and the cutlery is handed directly to the guest. Guests may then sit at
tables and chairs provided by the establishment. Sometimes high tables are provided
where guests can stand and eat.
11. Single Point Service
In this category, the guest orders, pays for his order and gets served all at a single
point. There may be may not be any dinning area or seats. The different types are:
 Take Away: Customer orders and is served from single point, at counter, hatch
or snack stand; customer consumes off the premises.
 Vending: Provision of food service and beverage service by means of
automatic retailing.
 Kiosks: Outstation to provide service for peak demand or in specific location
(may be open for customers to order or used for dispensing only)
 Food Court: series of autonomous counters where customers may either order
and eat or buy from a number of counters and eat in separate eating area, or
take-away.
12. Specialized Service
In this category the guest is served at the place, which is not meant or designated for
food & beverage service (i.e. guest rooms or any special area).
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







Grill Room Service: In this form of service various meats are grilled in front of
the guest. The meats may be displayed behind a glass partition or well decorated
counter so that the guest can select his exact cut of meat. The food comes preplated.
Tray service: Method of service of whole or part of meal on tray to customer in
situ, e.g. hospitals aircraft or railway catering. An Introduction to Food and
Beverage Service
Trolley service: Method of service of food and beverages form trolley, away
from dining areas, e.g. for office workers, in aircraft or on trains.
Home - Delivery: Food delivered to customer‘s home or place of work, e.g.
Pizza home delivery or Meal on wheels etc.
Lounge Service: Service of variety of foods and beverages in lounge area
Room Service: It implies serving of food and beverage in guest rooms of
hotels. Small orders are served in trays. Major meals are taken to the room on
trolleys. The guest places his order with the room service order taker. The waiter
receives the order and transmits the same to the kitchen. In the meanwhile he
prepares his tray or trolley. He then goes to the cashier to have a check prepared
to take along with the food order for the guests‘ signature or payment. Usually
clearance of soiled dishes from the room is done after half an hour or an hour.
However, the guest can telephone Room Service for the clearance as and when
he has finished with the meal. There are two types of Room Service:
Centralized room service: Here all the food orders are processed from the
main kitchen and sent to the rooms by a common team of waiters.
Decentralized room service: Each floor or a set of floor may have separate
pantries to service them. Orders are taken at a central point by order takers who
in turn convey the order to the respective pantry.
6.6 Factors affecting the food service industry
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1. Menu Items. The number and complexity of menu items affects
the production hours needed. If you have a menu with many items
requiring difficult production techniques, you will require more
preparation time per item. If your menu consists of a limited
number of items requiring minimal preparation, you will require
less time.
2. Use of Convenience Foods. Foods prepared on site require more
preparation than similar menu items made with convenience
foods, such as pre-portioned meats or desserts. You can reduce
your labour costs by using convenience foods. However, you must
consider two other factors: convenience foods can increase your
food costs and may affect the quality of your product. The second
factor – affecting the quality of the product – is not always evident.
Convenience foods made with high-quality ingredients and
prepared exactly as recommended by the manufacturer can
provide uniform portions of very good quality.
3. Type of Service. A restaurant featuring complex dishes with
multiple components will require more labour than a cafeteriastyle operation or a fast-food restaurant. Also, a restaurant that
requires a higher level of skill to prepare complex dishes will
require more experienced staff, which in turn means higher wages.
4. Quantity of Meals and Number of Meal Periods. The volume of
business will affect the amount of labour required. Each restaurant
will have a minimum staffing level without which it cannot operate.
If it serves fewer people than this minimum staffing level can
handle, the labour costs will be very high. The number of meal
periods can affect the productivity of the restaurant if different
menus for each period require set-up and tear-down time. As well,
different menus will usually mean a larger number of menu items,
also affecting labour.
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5. Facility Layout and Design and Production Equipment.
Restaurant kitchens are often designed last, after all of the seating
area has been designed. As a result, the space may be awkward and
inefficiently laid out. To work efficiently, all work surfaces and
storage areas required to produce an item should be located close
together, as shown in Figure 27. This includes dry storage,
refrigerated storage, freezers, storage for plates and glassware,
work counters, grills, fryers, and ovens.
Figure 27: Kitchen layout can affect productivityPoor kitchen layout can limit the number of individuals
who can work efficiently. It may require time-consuming trips to distant storage areas to obtain food
items or dishes. If the layout of the kitchen is too spread out, the minimum staff needed to operate each
station may increase. For example, if a salad preparation station is located away from the main kitchen,
you may require a salad preparation person even when the restaurant is not busy.
Production equipment such as mechanical peelers, choppers, and mixers can reduce the amount
of time spent doing these tasks. The key in selecting the appropriate facility design and
equipment is to match these parameters to expected volume of business. For example, if you
purchase too large a mixer for the volume of business, the work involved in cleaning the
machine after use will not warrant the extra expense of purchasing the equipment. On the other
hand, too small a mixer will reduce efficiency as you will be unable to mix the quantities needed
in a single batch.
Similarly, if your kitchen layout is very compact, you may be able to run efficiently with only
one cook. However, you may be unable to meet the demands of a high volume of sales because
the kitchen is too small to accommodate more than a couple of staff.
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6. Work Environment and Number of Hours Worked. A hot, humid,
noisy environment reduces comfort and increases stress and may
negatively affect performance. Long hours and hard work without
reasonable breaks can lead to reduced productivity. The same is
true if you are understaffed. Not having enough staff means that
everyone else has to work harder or for longer hours, resulting in
tired staff and reduced productivity.
7.
Cultural demand – the amount of other emerging trends products relate to will
influence growth and success.
8.
Purchase intent – how much the consumer has to change their behavior in order to
experience the product and immediate benefits.
9.
Innovation – keep in mind the number and rate of new products launched in your
category to get a better idea of the overall opportunity and competition.
10.
Media – positive or negative social and traditional media exposure can
influence product potential.
11.
Supply chain – before expanding and promoting a product, the necessary
infrastructure has to be in place to meet the increased demand.
12.
Research – products are more likely to succeed when based on scientific
studies, and specifically studies with a high degree of consensus, if the information is
available quickly.
13.
Industry regulations – the amount of clarity and risk involved in launching and
marketing potential projects will influence success.
Practical Session
i.
Design Menus
ii.
Visit hotels and do apprenticeship on serving customers
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TOPIC SEVEN
HOUSEKEEPING AND ACCOMMODATION IN THE HOSPITALITY INDUSTRY
7.1 Definitions
Housekeeping
Housekeeping may be defined as the provision of a clean, comfortable and safe
environment, It‟s is not confined to the housekeeping department as every
member of staff in the establishment should be concerned with the provision of
these facilities in their own department, eg. the chef „housekeepers‟ in the
kitchen, the restaurant manager or head waiter „housekeepers‟ in the
restaurant, and the general manager has overall responsibility.
Housekeeping
entells
general
care,
cleanliness,
orderliness,
and
maintenance. Housekeeping is a crucial aspect of workplace safety as good
housekeeping
helps
prevent
accidents
and
severity/consequences of accidents.
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reduce
the
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The organisation of the housekeeping department will vary from one hotel to
another depending on the number of rooms and the hotel management. This
department is usually headed by an executive housekeeper, who is often
assisted by an assistant and several supervisors. In the case of a small hotel,
an executive housekeeper might have no assistant and is assisted by smaller
number of supervisors. Increasingly hotel management are streamlining their
organisational structures and employing casual employees. As a result many
hotels have substantially reduced the number and role of housekeeping staff.
This helps reduced the bottom line. However, set standards may be scarified
and staff must assume a larger responsibility.
The housekeeping department of a large-sized hotel, see Figure 2.14, comprises
of the following sections:
i.
Laundry department
ii.
Uniform and linen room
iii.
Housekeeping office
iv.
Guest floors
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v.
Public areas
vi.
Health club
vii.
Floral and plant arrangement
Accommodation
The term Accommodation refers to a room, building or lodging which provides
shelter for a person to stay, sleep and live. There are many different types of
spaces that classify as Accommodation, though in the hospitality industry the
term is used to refer to a room at a hospitality company such as a hotel,
resort, hostel, motel etc.
7.2 Guest room
Guest room means a room or suite of rooms which contain no facilities for cooking or
for the installation of cooking equipment and which is used or designed for gain or profit
by providing accommodation to the travelling or vacationing public.
7.3 Types of guest rooms

Single Room − A room with the facility of single bed. It is meant for
single occupancy. It has an attached bathroom, a small dressing table, a
small bedside table, and a small writing table. Sometimes it has a single
chair too.

Double Room − A room with the facility of double bed. There are two
variants in this type depending upon the size of the bed
o
King Double Room (with king size double bed)
o
Queen Double Room (with queen size double bed)
It is equipped with adequate furniture such as dressing table and a
writing table, a TV, and a small fridge.

Deluxe Room − They are available in Single Deluxe and Double Deluxe
variants. Deluxe room is well furnished. Some amenities are attached
bathroom, a dressing table, a bedside table, a small writing table, a TV,
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and a small fridge. The floor is covered with carpet and most suitable for
small families.

Double-Double (Twin Double) Room − This room provides two double
beds with separate headboards. It is ideal for a family with two children
below 12 years.

Twin Room − This room provides two single beds with separate
headboards. It is meant for two independent people. It also has a single
bedside table shared between the two beds.

Hollywood Twin Room − This room provides two single beds with a
common headboard. If a need arises, the two beds can be brought
together to form a double bed.

Duplex Room − This type is composed of two rooms located on two
different floors, connected with internal stairs.

Cabana − This type of room faces water body, beach, or a swimming
pool. It generally has a large balcony.

Studio − They are twin adjacent rooms: A living room with sofa, coffee
table and chairs, and a bedroom. It is also equipped with fan/air
conditioner, a small kitchen corner, and a dining area. The furniture is
often compact.

Lanai − This room faces a landscape, a waterfall, or a garden.

Suite −It is composed of one or more bedrooms, a living room, and a
dining area. It is excellent for the guests who prefer more space, wish to
entertain their guests without interruption and giving up privacy.There
are various types of suites −
o
Regular Suite − Best for business travelers.
o
Penthouse Suite − Luxurious than the regular suite. It is
provided with the access to terrace space above the suite. It is
aloof from crowd and provides abird‟s eye view of the city. It has all
the amenities and structure similar to a regular suite.
o
Presidential Suite − The best possible suite in the hotel.
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
Sico − This is a kind of multipurpose room, which can be used as a
meeting room during the day and as a bedroom during the night. These
rooms have special beds called Murphy Bed that can be folded entirely
against a wall. This bed may or may not have headboard. The lower face
of the bed which becomes visible after folding or placing upright, has a
decorative wall paper, mirror, or a painting. After folding the bed, the
room can accommodate sitting for five to ten people.
7.4 Cleaning the guest rooms
Cleaning is the removal of dust, dirt, foreign matter, tarnish, and stains from
various surface with the aid of certain cleaning agent and equipment. Cleaning
is carried out for following reasons
a) Aesthetic appeal:- The environment is made attractive an appealing.
b) Hygiene:-
Effective,
frequent
cleaning
control
the
growth
and
reproduction of pathogenic bacteria and other germs.
c) Maintenance:- Surface and article, however good in quality will have
along functional life only when they are cleaning on a regular basis.
d) Safety: Cleaning is done for safety again health hazards fire hazards and
slip hazards.
e) Types of soil:- Soil is the collective term for deposit of dust, dust, dirt,
foreign matter tarnish and stains.
i. Dust:- This is composed of loose particle deposited from the
air.
ii. Dirt:- This implies dust held together firmly by moisture
grease on rough surfaces.
iii. Tarnish:- this is the discolouring on a metal or a alloy
surface caused by chemical reaction with certain substances
found in air, water and food stuffs.
iv. Stain:- This is the discoloration caused on a hard and soft
surface by a substance containing dyes, protein, acid, stains
are difficult to remove by routine cleaning processes.
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v. Foreign matter:- These maybe dead flowers, contents of
waste paper baskets ashtray, as well as stains from the
deposition of foreign substances.
Cleaning is one of the major tasks the housekeeping force performs. It carries
out cleanings when the guests are about to occupy their room, while they are
staying in the hotel, and immediately after the guests vacate the room. The
housekeeping also cleans the public area, which is often shared by a large
number of guests.
Cleaning the Check-In Room
The Check in rooms are cleaned when the guest is about to occupy the room.
A checklist of room readiness is shared between the guest room supervisor
and the guest room attendants. The supervisor inspects the readiness of the
room for occupancy.
The guest room attendant performs the following cleanings;

Checking power switches, air conditioner, TV, and other electronic
appliances for healthy condition.

Making bed with the fresh linen, pillow cases, and bedside mat.

Cleaning ashtrays and dustbins, replacing if required; and putting fresh
paper stripes.

Checking stationery and vanity supplies. Replacing/refilling if required.

Cleaning the bathroom: floor, walls, toilet, shower area, and tub.

Checking bathroom supplies. Replacing the used supplies with the new
ones.

Checking the room curtains and drapes for stains, replacing if needed,
and closing.

Discarding the used supplies in the guest room.

Spraying the room freshener.
Cleaning an Occupied Room
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The room is cleaned when the guest is occupying the room. It includes
cleaning and keeping all occupied rooms twice per day on guests‟ requests and
convenience.

Entering the guest room by following the set procedure.

Clearing the dustbins.

Collecting the used linen and putting it in the linen bag.

Making the bed.

Carrying out the guest room dusting.

Vacuuming of carpet and bedside mats.

Cleaning the bathroom and replenishing the bathroom supplies.

Checking the functionality of light bulbs, television, electric kettle, and
intercom device.

Cleaning the Check-Out Room
This cleaning is performed when the guest vacates the guest room and
proceeds for hotel check-out formalities. The cleaning involves −

Assembling bed, chairs, settees, and other furniture and placing it
appropriately.

Wiping guest room floor with wet mop.

Cleaning
the
writing
tables,
assembling
and
placing
stationery
appropriately.

Checking under the beds and chairs, and in the locker for any articles
the guest left behind.

All personal stuff, documents, articles left in the room (if any) are
removed and deposited to Lost and Found desk.

Cleaning all walls of bathroom with wet wipe.

Cleaning all electric appliances such as microwave, fan, refrigerator and
others.

Keeping heaters/air conditioners at lowest power consuming option.

Switching off the room light and television.

Locking the guest room door and cleaning area outside it.
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
Depositing the keys at front office desk.
SOPs for Cleaning the Guest Room
The SOP for cleaning the guest room is given below. Once the staff enters the
room and starts the housekeeping work, he must −

Not use guest room linen as a door stopper or for cleaning and dusting
the room.

Keep the guest room door open while working.

Open the curtains and patio door.

Assemble the furniture and place appropriately.

Keep the vacuum cleaner and other cleaning apparatus in the room.

Check the type of bed.

Take the bed linen of appropriate size and place it on the nearest chair.

Remove previous bedspread and place on the chair.

Inspect the bed and pillows for their condition as well as for any lostand-found.

In case of checkout room, deposit the left guest items to the floor
supervisor. If the room is still occupied by the guest, place the item such
that it is safe as well as visible to the guest.

Put soiled sheets and pillow covers in the soiled linen cart of the trolley.

Empty ashtrays and rubbish from the guest room and bathroom
dustbins into the trash cart of the trolley.

Pick up used glasses, mugs, ashtray, trays, and place them on bathroom
platform.

Spray the bathtub, basin, glasses, mugs, and trays with cleaning liquid.
Let them soak the chemicals from the liquid.

Make the bed.

Start dusting from an extreme inside corner of the room and work
outwards.

Clean wipe TV.

Straighten the guest items.
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
Sweep the room and patio floor.

Mop the room and patio floor.

Clean the glasses, mugs, and tray.

Sanitize glasses, mugs, telephone device, and TV remote.

Inspect the condition of bathroom slippers and bathrobe. Replace if
soiled.

Close the patio door.

Close all the curtains.

Clean the entrance door.

Close and lock the room door.

Report any damage spotted to the supervisor.
7.5 Bed Making
Making the bed: Clean sheet and blankets are taken from trolley and kept to one side.
 Soiled linen are removed and put in the soiled linen bag in the trolley.
 The pillows and blanket are removed and kept on the sofas.
 The mattress protector is checked for any stain or damage. The mattress
protector is then straightened so that there are no wrinkles.
 The bottom sheet is spread on the mattress so that equal amount of the sheet
falls either side of the bed.
 The bottom sheet is mitred on the headboard side of the bed.
 The top sheet (wrong side up) is placed with the board hem on the head board
side of the bed and taken till had of the mattress.
 The blankets is placed 4 inches below the top sheet (Second Sheet) on the
bed.
 The crinkle sheet (night sheet) is spread on the top of the blanket.
 The top sheet (second sheet) is then folded over the blanket and the crinkle
sheet it should then be folded again to ensure on 8 inches difference between
the fold and the head of the mattress.
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 Than a foot fold of 4 inches is made at the bottom and tucked in the blanket
and sheet from bottom of the bed and sides (mitre fold).
 The bed spreads place on ensuring that the seams and side are aligned with
edge of the bed and that it falls equally on all sides.
 The bed spread is than folded down from the head leaving enough room to
cover the pillows.
 The pillow slips is checked to see that they are clean, if clean, pillow cases are
put on by grasping the pillow firmly in the middle I pushing in to the cover.
 The pillows are placed with the open side in the centre.
 The bedspread is slipped over the pillows.
 The latest trend is that instead of blankets duvets are used with duvet cover
only the first bed sheet is used instead of three bed sheets.
7.6 Qualities of a good guest room
1. Space
You should not forget that your guest will need to move around the room for
his or her needs. Therefore, you need to make a floor plan on where you put
the furniture, and where your guest can get in and out of the furniture, as well
as the traffic route. Spacious room does not necessarily need to be big. You
only need to make ways between the stuffs.
2. Furniture
Choose good quality furniture. You will need to be durable so it does not break
easily and your guest does not need to feel sorry about it. It also provides
comfort to your guests. You will also need enough furniture so your guest can
keep their things inside it. Match it with interior design to appear pretty and
nice. Your guests will like the entire concept.
3. Bedroom linen
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Choose good quality linen for the bed, tables, closets, and also windows. Many
suppliers are able to provide you with this. Beside trying to give the best
comfort, you also need to make sure that the linen is good to see and to feel.
Your guest will feel like they are home already. However, buy the affordable
ones. Many affordable linens feel comfortable and look good too.
4. Bathroom access
It is preferable that your guest can have his or her own bathroom. It gives them
privacy value. However, if the room has no private bathroom, you should make
sure that your guest has easy access to it. It will give them comfort feeling.
They can reach the bathroom anytime they need to and they do not need to
bother the other family members. You will like it too somehow.
5. View
This is a plus if you can give it. Your house may be located to a nice state with
nice view as well. If it is, you should consider giving your guest private look to
the view from his or her room windows. They will like your house very soon just
because of this. In addition to it, they will appreciate the room you give.
The Lighting
“Lighting sources should be easy to find and operate, so people aren‟t
stumbling around in the dark, and bedside reading lights should have
individual switches, in case one person would like to keep a light on.
Window treatments are also important. Even if you don‟t require blackout
shades, you should presume that most of your friends do, whether it‟s for
an afternoon nap or a late-morning wake-up.”
The Location
Always give your guests the option of privacy, and that includes their own
en suite bath. “Locate guest rooms away from the family bedrooms and
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make sure all walls, floors, and ceilings have good sound insulation,” says
Davis. “Additionally, it‟s nice to have a terrace or door to the outside.”
Practical Session
Visit hotels and do apprenticeship on cleaning guest rooms and bed making
BAR SERVICE
8.1 Definition
Bar is licensed place where selling all kinds of alcoholic drinks and serve to the
guest with charge according to policy. It usually found in hotels, cruise,
resorts, casinos, clubs and other part of cities. A bar is one part of the Food &
Beverage department for revenue generating area in hotels.
A bar is a place where non-alcoholic and alcoholic beverages are served. It is
equipped with a back bar with necessary equipment such as bar tools, and
glassware to serve the beverages. The customers sit on tall push-down chairs
around the counter. The barmen or barmaids commonly known as bartenders
prepare drinks and serve them to the customers. There are some typical types
of bars:
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
Public: It is a bar in a public house which is open for public and not
exclusive.

Service Bar: It is for the staff.

Portable: They are compact bars easy to set up for off-premise catering.

Mini: It is a private bar located in VIP rooms, suites, or penthouses of the
hotel.
8.2 Bar must know phrases
1. ABV
ABV stands for alcohol by volume, a measurement of a beverage‟s alcohol
content as a percentage of ethanol to fluid volume. A liquor‟s proof is defined as
being twice the ABV percentage -- so a whisky that‟s 80 proof will have 40%
ABV.
2. Aperitif
Alcoholic drink intended to stimulate the appetite, usually dry rather than
sweet. Classic apéritifs include dry white wine or Champagne, cocktails that
include vermouth or bitter spirits like Campari and wine-based liqueurs like
Dubonnet or Lillet.
3. Back
A small non-alcoholic beverage, usually taken alongside neat spirits or a shot.
When the back is taken after the drink instead of with it, it‟s known as a
chaser.
A “bar back,” however, is an industry position, the person who is responsible
for restocking the bar during service but generally doesn‟t serve customers -also sometimes known as a bar runner.
4. Bitters
An aromatic botanical or herbal infusion used to add flavor to cocktails and
mixed drinks. These are sometimes alcoholic, sometimes not.
5. Box
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A mixing practice where a drink is quickly poured into the cocktail shakerthen
into the glass, so that ingredients are thoroughly blended without shaking.
6. Bruised
A cocktail or martini is “bruised” when it‟s been over-shaken, adding slivers of
ice and oxygen bubbles to the drink that give it a murky or cloudy appearance.
Among pros, bruising cocktails is considered the mark of an amateur.
7. Call Drink
A mixed drink or highball where the liquor is named by brand, such as a Jack
Daniel‟s and Coke (aka Jack and Black) or Blue Sapphire and tonic. When
ordering, name the booze first, followed by the mix.
8. Cicerone
A cicerone is a beer sommelier, an expert consumer of international, specialty
and craft beers. The name “cicerone” is a private trademark for a training
program -- adapted from the Italian word for a museum tour guide -- but the
term is also used to describe beer-tasting professionals outside the program.
9. Cocktail
Most people call any mixed drink a cocktail, particularly if it includes juice, but
technically to be defined as a cocktail a beverage must include four elements:
bitters, spirits, sugar, and water. So, an Old Fashioned or aManhattan are
cocktails, while a Mimosa is not.
10. Digestif
An alcoholic beverage served after a meal to stimulate digestion. Classic
digestifs include brandies, whiskies, fortified wines and liqueurs.
8.3 Bar menu
A Bar Menu is a list of all beverage offerings provided by a Bar or a Restaurant. The Bar
Menu should be an insight into the highlight and specialty of the particular reference
outlet.
A Bar Menu should be a comprehensive list of beverages on offer. The Bar Menu
should include items such as Wines, Sprits, Beers, Cocktails, Non-alcoholic beverages
etc.
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A Bar Menu can be planned keeping in mind the following pointsList Spirits and Premium drinks first
Highlight specials
Design according to the theme of the outlet
Types of clientele, age group, sentiments
Place and location
Availability of items
Facilities, equipment and manpower
Competitive rates
Cost factor
Profit margin
Unique selling product
8.4 Taking bar orders
ATTENDING AN ORDER

The waiter will approach the guest from the left, place the menus, ensuring
they are clean, in front of him and enquire: “May I have your order please,
sir / madam?”.

He should wait patiently, facing the guests, until (after any necessary
advice has been asked for and given) the order is completed as fast as
and including the main course.

When the menus are long and varied, it is advisable to allow customers a
few minutes before asking the order.

When it is apparent that there is a host, take his instructions first,
otherwise receive orders as

If the waiter is busy and cannot attend to a customer at once, he should
inform him that he will attend to him shortly or “in a moment”.

When two tables are occupied at approximately the same time, the waiter
must take the order of the first party first. Customers are apt to note with
annoyance any failure to a “first come, first served” sequence.

Waiter must be aware not only of the specialty of the day but also
reasonable dishes to recommend. He should know the following things as
far as possible:

Knowing which dishes are ready for quick service to guests in a hurry.
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
Items suitable for children

Salad, vegetable and potato suggestions for grills,roasts and main courses
for a la carte guests.
8.5 Billing bar customers
The cash register: the main payment point, placed on the back bar, easily
accessible for
staff, amount of cash registers depends on the volume of
business, large bars provide one
cash register per staff member with
responsibility for the contents of the cash drawer and float.
Cash register functions: the principle functions which cash registers are
required to perform are as follows;
 For the business: it records the sales and add and total them on a
report printout that becomes a master record. They record every
transaction producing a printout of the price of food and drinks ordered
by customers and the total amount due for the food and beverage orders.
 For the manager: who can operate defined keys to extract totals for all
transactions during particular trading sessions (for example the
lunchtime period). This is useful for checking cash totals and accounting
information for the business.
 For the customer: who can receive a receipt for their food and beverage
order, they can witness their order recorded and totalled on the ECR
display, this display can be projected onto larger screens which can be
positioned at good customer viewing vantage points for price, product
and transaction transparency.
8.6 Keeping an eye on the guest
Practical Session
Visit and serve in bar sections
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