The Hospitality & Tourism Industry
Introduction
The hospitality industry is a broad category of fields within the service industry that includes lodging, food and
drink service, event planning, theme parks, travel and tourism. It includes hotels, tourism agencies, restaurants
and bars. The hospitality industry is generally recognized as a section of the wider service industry, with a focus
on leisure, rather than more basic needs. In this article, you will learn more about the nature of the hospitality
industry, the various sectors contained within it, and its connections to the hotel industry and travel industry.
The Difference between the Hospitality Industry and the Travel Industry
The hospitality industry and the travel industry are closely connected, but there are also some subtle differences
to be aware of. On a basic level, the travel or tourism industry is concerned with services for people who have
travelled away from their usual place of residence, for a relatively short period of time.
By contrast, the hospitality industry is concerned with services related to leisure and customer satisfaction. This
may well mean offering services to tourists, but it can also include the provision of services to people who are
not tourists, such as locals enjoying their free time, or people coming to an area for reasons other than tourism.
Sectors within the Hospitality Industry
Hotels
Arguably the most obvious form of accommodation that falls within the hospitality industry, hotels cater to
people who require overnight or longer-term stays. Aside from offering lodgings, they tend to provide various
other services, including room service, housekeeping, and facilities for eating and drinking.
Hostels
Hostels are a form of communal accommodation, where multiple guests will usually sleep in a shared room, with
the guests effectively renting a bed. Bathroom and kitchen facilities are usually shared and hostels offer less
privacy than hotels. Yet, they are usually significantly cheaper, making them a solid option for those with a low
budget.
Resorts
A resort is similar to a hotel, but it will provide a wider range of facilities and amenities. This means that guests
are able to access sleeping facilities, food and drink facilities, entertainment facilities, shopping facilities and
other amenities without needing to leave the resort. Many resorts also offer all-inclusive pricing.
Restaurants
Restaurants provide customers with food and drinks services, with the food either being eaten in the
establishment, or taken away for consumption. This section of the hospitality industry includes fine dining
restaurants, takeaway restaurants, fast food restaurants and a variety of other restaurant types.
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Catering
Catering services are food services provided within a particular site, or in a more remote location, where food
and drink are not necessarily the main service provided. Examples of this include catering provided at parks,
arenas, stadiums, hotels, event venues and on certain forms of public transport.
Bars & Cafés
Bars and cafés provide customers with options to go out, socialize and enjoy food and drinks. They also tend to
be a more casual option than most sit-in restaurants. Cafés generally focus on coffee, tea and light snacks, while
bars tend to prioritize alcoholic drinks and soft drinks, and may also offer additional entertainment.
Nightclubs
Nightclubs are one of the main ways the hospitality industry caters to people in search of night-time
entertainment. They serve alcoholic drinks, are kept open until late, and often place an emphasis on both music
and dancing. Many nightclubs have specific themes and they may cater for locals, as well as visitors or tourists.
Tea & Coffee Shops
Tea rooms and coffee shops provide a similar function to cafés, primarily serving varieties of tea and coffee, as
the name suggests. With that being said, tea and coffee shops are often individual room within larger buildings,
such as hotels, and they may also sell products to be taken away, such as tea bags and coffee beans.
Travel and Tourism
It is important to understand that the hospitality industry and the travel industry are closely linked. Many of the
services that are classed as travel industry offerings are also hospitality offerings, because they are linked to
leisure, customer satisfaction, pleasure, experiences and the use of disposable income. Importantly, the crossover between the tourism industry and the hospitality industry centres on services, rather than end-products.
Cruises
Cruises are voyages on cruise ships, undertaken for pleasure, rather than for the sole purpose of transportation.
A cruise may have various stops along the way, but passengers will spend the vast majority of their time aboard
the cruise ship, which will provide them with lodgings, entertainment, catering and more.
Casinos
Finally, a casino is an entertainment establishment, which provides customers with opportunities to gamble.
These gambling opportunities are predominantly offered via luck-based games. In addition to the gambling
component, many casinos also stage live performances, offer food and drinks, and are connected to hotels.
Nature of the Hospitality Industry
Hospitality is the act of kindness in welcoming and looking after the basic needs of customers Or strangers,
mainly in relation to food, drink, and accommodation. A contemporary explanation of Hospitality refers to the
relationship process between a customer and a host. When we talk about the Hospitality industry, We are
referring to the companies or organizations which provide food and drink or accommodation to people who are
"away from home". However, this definition of the “Hospitality Industry" only satisfies most situations.
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Intangibility
Service cannot be seen, tasted, heard, or smelled and measured before they are received. So, hospitality service
staffs should give special attention to personalizing service etiquette, hospitality conversation. quality of service
equipment. friendly environment as well as the quality of products. Here. the customers just feel and have
experience of services provided by Service stalls. Intangibility refers to functional services that count more than
tangible or technical service. the tangible refers to what we serve and intangible refers to how we serve. If the
guests are satisfied with the products and services they come back again and again.
Inseparability
During the guest's service in the hospitality industry, the service staffs perform as an actor on the stage. They
possess high skills by handling the equipment to provide tangible services. Therefore. service cannot be
separated from the service providers. sometimes guests also are involved in the preparation of products and
services. They entertain when they involve in the preparation of products and services.
Variability
Services have highly variability the same room or food gives a different level of satisfaction with the different
customers at different times so the guests can have different experiences. The same guest receives different
feelings at different times. The quality of service does not only depend upon what we serve also depends on
how we serve. And also depends upon how the customer receives it.
Perishability
In the hospitality industry, service cannot be stored because they are highly perishable. Unused 'service of
today cannot be sold the next day; the guest's rooms of hotels are highly perishable. They cannot be stored to
sell the next day. Hospitality services have a time frame for utilization.
Manager’s role in the Hospitality industry
Essentially, hospitality managers run the day-to-day operations of a restaurant or hotel, including overseeing
personnel, ensuring that the facilities are properly maintained, taking steps to ensure customer satisfaction and
overseeing the upkeep of administrative and financial records. Hospitality management degree programs
include a strong core of business courses, including accounting, economics, marketing, and human resource
management. Their role is to define the commercial and management strategy of the establishment in line with
profit targets, the quality charter and hygiene and safety norms.
Manage Budgets
There can’t be a business to run if the money isn’t there. Whatever the business is, managing any hospitality
operation is a complex position that requires overseeing several departments within its organization. All of these
sub-departments have budgets allocated to them. It is the Hospitality Manager’s job to disperse enough money
to these departments that will ensure an efficient workflow toward the overall goal of the company. Two major
responsibilities are marketing and approving/controlling expenditures.
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Marketing
Marketing is yet another important task that a Hospitality Manager must oversee. In order for a hotel, cruise
line, restaurant, country clubs, and amusement park to thrive, they must let people know they exist!
Planning and strategizing
Everything from advertisements, sales plans, investing in signs, banners, community involvement, even down to
the business cards and customized marketing trinkets all need to be taken into consideration when managing a
marketing budget.
Approve/Controlling Expenditures
Every department within a hospitality organization has a need. Even with the most generous budget, all financial
needs cannot always be met. However, if there weren’t a Hospitality Manager to oversee these needs, most
operations would go bankrupt.
Customer Service
It’s one accomplishment to have a guest check-in. It’s another to get them to come back. Implementing the best
customer service is going to almost guarantee repeat business no matter how expensive the accommodations
may be. If guests have had a pleasant experience with an establishment, they will not only come again, but they
will recommend it to their friends and colleagues. If that business is doing it right, that guest will not realize that
he or she is recommending the business. They will simply rave about what a great experience they had. This is
where customer service plays a big role in making guests happy. The three ways to do this is to meet and greet
guest, have excellent housekeeping, and address and rectify customer complaints.
Meet & Greet Customers
First impressions are the important ones. It is hospitality, after all! The overall goal of hospitality is to make
temporary accommodations feel permanent. This is done by acknowledging their presence and making them
feel like they are welcomed, and most importantly wanted. No one wants to feel like they are unwelcomed.
Seeing that every guest is properly greeted when checking in to an establishment sets the tone for good
customer service.
Customers Complaints
Guests are paying establishments money from their hard-earned jobs and expect at the very least to receive
what the business said that it would provide. If for any reason, whether they are right or wrong, they feel that
they are not receiving these provisions, it is the Hospitality Manager’s job to know why and resolve any
discomfort the guest may have due to possible lack of customer service.
Supervising Maintenance
Any operation that caters to the general public is a liability. Making sure that everything on the property is
working and safe may also be the Hospitality Manager’s responsibility.
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Coordinating Departmental Tasks
As aforementioned, there are many departments within the hospitality business. As a result, Assistant
Hospitality Managers may be needed to oversee these departments depending on how large and/or demanding
each sub-department is. The Human Resource Department and Finance Controllers may require the immediate
attention of the Executive Hospitality Manager while the housekeeping staff may require an Assistant Hospitality
Manager to oversee their operations. However the tasks are divided, it is the main or Executive Hospitality
Manager’s job to ensure all of these departments run smoothly.
Delegation
All good managers know how to delegate. If you’re fortunate enough to have an Assistant Manager, be sure to
teach them many of the operational jobs so that you never have the problem of being the sole possessor of
knowledge in a key area. As the head manager, you are trusted with decision making and expertise, so it’s not a
threat to have your assistant able to perform more of the routine or repetitive tasks.
Communication
Coordinating is 10% details and 90% about how effectively and efficiently you communicate them with the rest
of your team, department, or other departments. Being organized with dates and events helps you plan your
communication ahead so you have enough time to prepare and ensure the relevant parties are available for
what you need. In this fast-paced world, it doesn’t hurt to follow up and remind others of departmental tasks
whenever you can as ultimately the responsibility for them to be done is on you.
Food & Beverage
Managing the inventory of food and beverage is also another department that may require an Assistant
Hospitality Manager. Again this depends on how the business is designed. For hotel and cruise lines, this is a
huge responsibility. Yet, some hospitality businesses may focus more on catering events and conventions.
Providing enough food and drink will ultimately determine whether or not a guest is happy and will want to
return.
Benefits of Studying Hospitality Management
According to monster.com, as the economy comes back to life, travel, tourism, and hospitality industries stand
to benefit from increased business activity and consumer spending. If we’re talking about the benefits of career
choice, then a career in tourism and hospitality is definitely worthy. Hotels, airlines, destination, attractions,
transportation, cruises, events, tourist services, travel agents, tour operators, and many other exciting choices
lie ahead of you if you want to immerse in an industry the future. Here are some of the benefits of studying
tourism and hospitality, in more details:
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The flexible schedule
If what you’re looking for is a career from where you would escape the traditional roles of working 9-5, then you
should give tourism a shot. It is not the typical job anyone imagines, tied in an office for the whole day and
waiting for delegated tasks that fill in your day. In a hospitality career, it’s often possible to earn a full-time
income with full-time hours in a short work week. Win-win.
You can work locally or internationally
Although some people choose to study hospitality and tourism because of lots of opportunities to travel, this is
not always the case. Many people may have all the will and desire to work in this area, but they won’t
necessarily want to travel around regularly. Luckily, you can choose to invest your time in local tourism or
international one. Each country has its hidden gems, and we’re sure yours is no exception. So you can contribute
to promoting it, increasing its capacities to serve foreigners while still remaining settled in your hometown.
The opportunities are endless
Did we already mention transferable skills which you can gain by studying tourism management? Well, here we
are emphasizing them again. The industry of tourism is filled with dynamics of the sort that prepare you for
many challenges, environments, and different settings. That is why a career in tourism can literally open up the
world for you, especially if you want to combine work with travel.
Introduction to Tourism
Tourism is the temporary movement of people to destination outside the place where they normally live and
work and include the activities they indulge in at the destination as well as all facilities and service especially
created to meet their needs. And the people who move away from their usual place of work and stay for more
than 24hours and less than a year are known as tourist.
Tourist
The word tour is derived from the Latin word “Tornate” and the Greek, “Tornos” which means circle. A tourist is
a person who does the act of tour and to different places, mostly target for various places within the country of
outside the country for enjoyments, education purpose, and scenario views and for pleasure during their leisure
period.
In other ways, a tourist is the temporary traveler travelling in search of pleasure from the novelty and change
experienced during their trip. Tourist as a visitors stay at least 24 hours but no longer than one year in a country
where they visit for pleasure, holiday sports, recreation and also came for business, visiting friend etc.
In short,
a. Tourist is that visitor who seeks to visit different places away from their home for a change.
b. Tourist must undertake tour during leisure for pleasure.
c. Activities of the tourist must vary from that of the locals.
d. Tourist is those people who are able to receive the tourist activities/amenities and should have an ability
to pay for the target trip.
e. Tourist is those who should spend a minimum of 24 hours and not more than 24 hours in the destination
visited and should not exceed 1 year.
f. Tourist is an important mass of people who generate economy of a country.
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According to World tourism organization tourists (WTO) are categorized into following:
1. Recreation tourist: In these types tourist visit places like Club and casino, spa, fun world, sports center
which can enjoy them.
2. Holiday tourist: Most of the tourist visits a different part of a world in their holiday where they prefer to
do a Cultural tour, shopping and much more.
3. Leisure tourist: In these types’ visitors visits Places related historical monuments, museums, art clubs
etc.
4. Student tourist: Student visits many places to Study and research which may be academic or out works.
5. Religious tourist: These tourists are mainly focused in religious activities like Pilgrimage, religious, charity
activities etc.
6. Adventure tourist: In this type of tourist they prefer exciting and thrilling activities like Jungle safari,
rafting, trekking, bungee jumping, sky diving etc.
Components of Tourism
A’s are (classic five ‘A’s of tourism) are:
1. Attraction - reason for travel ( natural, human made, cultural, social
2. Accessibility – refers to transport and transport infrastructure.
3. Accommodation – refers to lodging and fooding facilities
4. Amenities – refers to the facilities available at the destination which help in meeting the needs of the tourist.
Evolution of Tourism
The gradual change and development of an idea, situation or objects is referred to as evolution. Hence, an
evolution of tourism refers to the gradual developments of the tourism activities from the past to presents and
perhaps, it will continue in the future too.
The gradual change and development of an idea, situation or objects is referred to as evolution. Hence, an
evolution of tourism refers to the gradual developments of the tourism activities from the past to presents and
perhaps, it will continue in the future too.
Since the beginning of human civilization in the world, travelling has been an ongoing event. The early man
travelled for hunting and food gathering. Later, as society evolved, travelling became prominent but became
limited to trade, pilgrimage, studies, migration, royal affairs and exploration, rather than for pleasure and
entertainment. So, one can sum-up that travelling is a travelling is a human nature but tourism is a process and
activities of a new phenomenon.
There were few luxury visitors who could get permission to enter in this mysterious Himalayan country Nepal.
After the return of king Tribhuvan in February 1950 opened the door for foreigner waiting to visit the Nepal
through the door was not totally closed far eager foreigner waiting to visit the Nepal was considered only as a
forbidden land.
Some famous visitors who entered Nepal before 1950 where,
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Huen Tshang 7th century A.D.
Capushin Taiar 17th century A.D.
British Conolal William Kirkpatrin 1793A.D. who wrote a book called “an account of the kingdom of Nepal. He
was the first English man to visit Nepal.
Hodsong a British resident representative in Kathmandu in 1824.
Dr. Ripley A Britain visited Nepal in 1940.
Dr. Robert flaming who first visited Nepal in 1947.
The evolution of tourism can be divided into three phases:
The first phase
It referred to as to as tourism before railways which represent the period before 1840 A.D. where travelling was
primarily undertaken for the purpose of trade and pilgrimage.
In the medieval period (12-17th century), the European had different notions of travelling. According to their
belief, if someone did not visit any new places in one's own lifetime, s/he was highly neglected in the society. So,
every individual was supposed to visit at least Italy, as Romo was recognized as their place of origin and a
religious shrine too. This reveals that the nature of tour was spiritually oriented. But towards the late medieval
period, the reason of travelling drastically changed as most people started to travel abroad for the purpose of
receiving higher education during this period. The Aristocrats of the Europe used to send their children abroad
for attaining higher education. This kind of tourism is called "Proto Tourism".
In the 18th century, the motive for travelling changed future. During this period sick people started to
undertaken travel to 'spa' for those days, Nice in France, Baden in Germany and Carlsberg in Czechoslovakia
were very popular for a spa in Europe.
Gradually, the way of taking mineral water and spa was changed to coastal areas where people believed that
after taking a bath in the sea, they would get recovered. Thus, the sea bathing concept emerged. Since people
started visiting coastal areas, there was a dire need to build and resorts started to emerge in such destinations.
The second phase
The second phase of tourism marks the onset of the industrial revolution. The introduction and development of
railways after 1830 AD revolutionized the entire scenario of travelling. The first ever rail link between Liverpool
and Manchester in the same year can be regarded as the landmark in the history of mechanized transport.
In the later years, the concept of tourism gradually evolved. In 1841 AD, Thomas cook, a Baptist by profession,
initiated the concept of a travel agency. He not only operated the travel agency but also led the group outside
the London. He is regarded as the pioneer travel organizer, who led the group from Leicester to Loughborough
for the first time. He is also regarded as the father of the modern tourism. A few years later, some Europeans
also instigated similar activities from Cook. In 1883, an agency of Mr. Henry Lunn also conceptualized modern
winter sports in Switzerland. He developed the concept of adventure tourism. The business got expanded with
the development of steam engine in trains and ships and ships in the 18th century. As a result, the mobility of
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businessmen and labors are very popular. Though transport facilities encouraged people to visit different places,
they lacked the confidence of receiving personal safety and security in destination chosen for visiting. Realizing
the problem of the visitors, travel cheque, and American Express card was introduced in America in between
1872 to 1891 AD. This made the visitors more facilitated and secured.
In the 18th century AD, industrial revolution brought tremendous change in contemporary Europe. There was a
frequent migration of the regular people to urban and industrialized areas. People who were following
agriculture as their main occupation started to earn their living by working in the factories. Since the migrants
worked in the factories, they got a holiday once a week, paid leave of one month annually and their purchasing
power also got reinforced. Hence, the working class also started opting for travelling during holiday and resorts
came into existence. All in all, the concept of tourism started to pick-up gradual momentum in this phase.
The third phase
By the onset of the 20th century, the essential components of tourism almost reached an optimal point. The
general mass also realized and perceived the educative dimension of tourism and its positive impact on the
economy.
To quote mark twain, ‘even heaven can be boring after a while’ stood true at this juncture. A large number of
people started to visit new destinations, always from their usual place of residence, during leisure for pleasure.
The journey to those destinations was undertaken solely to escape their routine life. This strengthened the
tourism industry and further consolidation then the existing transportation industry as well.
After the World War II, when United Nations came into existence in 1945 A.D, the hostility between the
countries almost became non-existence. The international barriers broke down and serene environments
started to prevail. This made the ground for tourism industry more fertile and future fueled the prospects of
tourism and its related industries. It is during this period the world economy experienced a landmarks growth in
the tourism industry.
Finally, tourism has been recognized as one of the largest industry in the world. By 1960’s people not gave
emphasis on tourism but also become conscious of environmental issues. There were uncountable visitors in
coastal areas, which made the areas more polluted. Today, a lot of organizations, institutions, entrepreneurs,
NGOs, INSOs and public sectors have focused more on the preservation and conservations of the environmental.
Hence, the tourism of the 21st century can be market as “the century of eco-friendly tourism”.
Why do people travel?
Most people at some point in their life will have an urge to travel. This may be a two week holiday to
somewhere warm to top up your suntan or it could be a life changing year, or longer, trip. Everyone has their
own reasons that they decide to travel but most people are triggered by something. This is often a life-changing
event or it could be a sudden change of feeling giving you the desire to fly the nest and set off on an adventure.
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After speaking to people I have met travelling, I have discovered, what I believe, are the main reasons why
people travel.
1. To Visit Family
Some family members move to another country. It can be on the other side of the world or just in another
country next to yours. No matter where they are you will want to visit them at some point or another. The great
thing about family visits is not only that you get to catch up with loved ones but you also get to see how they live
and get up close and personal with their new culture. These new cultures could also encourage you to explore
different parts of the world yourself.
2. To Spend Time With friends
A Gap Year or world trip can be described as the best time of your life. The memories you will make are enough
to last you a life time, what better way to enjoy these memories than with friends. Planning a holiday with
friends can be a great way to say goodbye before heading off to college / uni or just a great thing to do together
as something you will always remember. I mean who wouldn’t want to travel from country to country relaxing
on different beaches every day with your best friend? I know I would.
3. To Find Better Weather
No matter where you live chances are you will, at some point, moan about the climate that you are in. “I’m too
hot” or ‘It’s too cold”. Lots of people travel simply to escape the climate they experience on a daily basis. People
who live in colder climates race to the sunshine to top up their tans and people from countries which are
constantly hot may travel to places to try activities such as skiing which they could not do so easily in their home
country.
4. To Discover New Cultures
Some people like adventures and to escape their normal monotonous life. They like not knowing what they can
expect and want to deepen their knowledge in other lifestyles. How do other people live? What do they eat?
What are their hobbies and values? And what better way to find these things out than by exploring the world.
5. To Find Themselves
This is a very common one, and this one in particular seems to be triggered by a life-changing event at home. It
could be that you lost your job, a long term relationship broke up, you finished university and still have no idea
what you want to do as a career or it could be the loss of a loved one. People who go travelling to find
themselves tend to travel alone but don’t worry, it’s incredibly easy to make friends.
Impacts of Tourism
Tourism can only be sustainable if it is carefully managed. Tourism student, researchers, and excursionist must
have a clear understanding of both the positive and negative impact of tourism on the quality of life of a nation,
a provinces or state, or a community. Now a question arise what are positive aspects? The negative aspects?
They need a balance sheet. Which are discussing below?
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Positive Impacts
1. The source of foreign income or exchange.
2. Factor in regional development
3. Initial infrastructural and industrial development.
4. Provides employment for both skilled and unskilled manpower.
5. Socio-cultural understanding.
6. International relationship development.
7. Education about people and country.
Negative Impacts
1. Smuggling of contrabands
2. Inflation
3. Unbalanced of demand and supply
4. Less priority to domestic products.
5. Impacts on Society
6. Natural habitat and environment were destroyed.
7. Pollution to the environment.
FEW TERMS:
Visitor: any person visiting a country other than his usual place of residence for any other reason than following
an occupation from within the country visited.
Excursionist: a day visitor who stays for less than 24 hours at a place. Excursionists do not stay overnight.
Tourist: a temporary visitor to a place. People who leave their usual place of residence and work to have a
change from their usual routine for a short time, they stay at the place overnight i.e. for at least 24 hours.
Traveler: a person who travels from one place to another, irrespective of the purpose of travel or duration of
stay.
Transit visitor: a traveler who passes through a country without breaking journey other than taking connecting
transport.
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Evolution of Hospitality Industry
In the year 1980, the United Nations World Tourism Organization announced the day of September 27 as
“World Tourism Day”. The idea of this celebration is to bring sustainability to the tourism sector all around the
world. UN World Tourism Organization defines tourism as “Activities of persons traveling to and staying in
different places for not more than a consecutive year for leisure, business or traveling purpose.” The inception
of traveling is as old as mankind. Our ancient civilizations traveled great lengths in search of food and shelter.
Over the period of time, the purpose of traveling changed. The mere act of traveling has now become a giant
industry. The tourism industry is a collage of various services like transportation, food, and beverages, lodging,
travel agencies, entertainment, etc… Back in the old times, land and water were the only means of
transportation. And they were often considered risky. But as the innovations gave birth to more convenient and
safer ways of transportation, the tourism industry saw humongous growth in the number of travelers all around
the globe. The tourism industry that we see today is the product of evolution in the hospitality sector,
Innovations in transportations, advancements in communication technology, etc.
The idea of hospitality is what lies in the center of the tourism industry. The term Hospitality has been derived
from a French word “Hospice” which means “Taking care of the travelers”. In Old times, locals used to let the
travelers rest on kitchen floors or other extra spaces during their journey. There were no purpose-built resting
facilities for tourists until monasteries decided to build one. This gave birth to lodging services. In the late 1700s,
Inns came into being. Inns were nothing but a shelter by the road where travelers can stop to take rest and get
some food. They would also take care of traveler’s horses while they rest. This is the time when the seeds of the
modern hospitality facility were planted. What we see today is the growth of the past two millennia. Here’s how
the lodging facilities evolved with time.
Guest Rooms
Guest Room means a lodging unit in the Hotel. Guest Room means any room or unit where sleeping
accommodations are regularly furnished to the public. Guest Room means a room or suite of rooms used or
maintained for the accommodation of individuals to whom hospitality is extended for compensation.
Types of Rooms
Single room: A room with single size bed for single person.
Double room: A room with double size bed with two people.
Twin room: A room with two single sizes, spurted bed for two people.
Suite room: A set of the room with parrot or sitting area.
Duplex suite room: A types of suite room which are spread over two floors having a sitting room and bedroom
and connected by a staircase.
Studio room: A room with sofa cum bed which can be used for sleeping purpose.
Triple room: A room with one double size bed and one single size bed, for there person.
Interconnecting Room: A Room that is connected to another room with an internal door, without using main
doors.
Adjoining Room: A room that is situated side by side by side or joined together with a common wall.
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Canaan Room: Room attracted or near to swimming pool with one sofa cum bed, usually changing the purpose
for a swim.
Lanai Room: Room with balcony.
Penthouse: A room located in tenancy of top floor of the hotel. It has an adjustable roof and one can have the
full view of the sky.
Presidential suite room: A types of room that provide various facilities to the guest like UIP, UVIP, etc. and have
wider area room.
Room Symbol
Room symbol refers to the short form or code word used by the hotel staff to indicate the various rooms used
by the guest and other possible room in order to make it simple and easy to understand. The symbol is generally
used to the hotel staff and department. Following are some of the important code words.
Deluxe: DLX
Standard: STD
Suite: SU
DBL: Double
Single: SGL
Pool side: PS
Ground Level: GL
Interconnecting: X
Mountain View: MV
Out of order: OOO
Single Lock: S.L
Double Lock: DL
Nights: NTS
No. of guest: PAX
Types of Room Plan offered by Hotel
Room plans are the package of meals with accommodation offered by a hotel to the guests for their
convenience. According to room meal package, the guests are informed to have the choice of meals and
accommodation during their stay. The following room plans are offered to the guests by the hotels:
European plan (EP): This plan includes the facilities of accommodation only. The meals are Charged separately
from the room in this plan. It is popular among business clients.
Continental plan (CP): This plan includes the facilities of the room and continental breakfast.
Bed and Breakfast (BB): This plan includes the facilities of the room and any choice of breakfast.
Modified American plan (MAP): This plan includes the facilities of room, breakfast, lunch and dinner. This plan is
also known as half board or demi-pension. It is popular among groups.
American plan (AP): This plan includes the facilities of room, breakfast, lunch and dinner. It is also known as full
board/American plan (AP). It is also popular among groups.
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Room Status Terminology
During the guest stay, the housekeeping status of the guest room changes several times. The various terms
defined are typical of the room status terminology of the lodging industry. Not every room status will occur for
each and every guest during their stay at the hotel.
Changes in this status should be promptly communicated to the front office in order to maximize room sales and
revenue. Maintaining timely housekeeping status requires close coordination and cooperation between
the front desk and the housekeeping department for the Non- Automated / Semi-Automated hotels.
V = IT means vacant
O = IT means occupied
LL = IT means Left Luggage
VR = IT means Vacant and Ready
VD = IT means Vacant and Dirty
UR = IT means Under Repair
OOO = IT means Out of Order
DND = IT means Do Not Disturb
SB = IT means Scanty Baggage
DL = IT means Double Lock
SL = IT means Single Lock
DLX = IT means Deluxe
DBL = IT means Double
NC = IT means Not Cleared
VIP = IT means Very Important Person
VVIP = IT means Very Very important person
CIP = IT means Commercially Important
DNCO = IT means Do Not Check Out
LO = IT means Lock Out
SO = IT means Sleep Out
OC = IT means On-Charge
COMP= IT means Complimentary
FOC= IT means Free of Cost
HWC= IT means Handle with Care
PAX= IT means No of Guest
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Hotel and Lodging Operations
Operational and functional departments within a hospitality business
The four major operational departments of a hotel are: housekeeping department, food and beverage service
department, food production (kitchen) department, and front office department. In addition to these
departments, hotels usually have a number of functional departments as well e.g. marketing department, HR
department, accounting & finance department, and purchase department.
Operational departments of a hotel
Housekeeping department
This a very important department of a hotel that impacts directly on guest experience. It ensures that guest
rooms, common areas, lobbies, hallways, restrooms, and any other public areas are clean and ready to use.
Housekeepers carry out a deep cleaning of rooms once the guests check out to ensure that the new guests come
to pristine rooms or suites. In fact, the main job of the housekeeping department is to ensure that the hotel
always maintains high standards in cleanliness.
Food production (kitchen) department
Food production department is also called kitchen department. It is responsible for the actual preparation of
food items. Chef, sous chef, cook, kitchen porter, and kitchen manager are some of the most important job roles
in this department. This department ensure that cooking of foods takes place in a hygienic environment and the
food safety rules are followed strictly and appropriately.
Food and beverage service department
Foods made in the kitchen and drinks prepared in the bar need to go customers. This is the responsibility of the
food and beverage service department. This department ensures that the waiters, waitresses, and whoever else
involved take foods and drinks to the customer’s tables as per their demands and serve them in a hospitable
manner.
Front office department
Front office staff are the first point of contact of a hotel’s guests. Front office department is responsible to
ensure that the guests are welcomed in a friendly and professional manner, and they are assigned with rooms
according to their bookings. Front office staff also deal with guests’ complaints (if any) and provide them with
any relevant information they seek.
Functional departments of a hotel
Marketing department
Marketing is about understanding and satisfying customer requirements profitably (CIM, 2019). Marketing
department of a hotel carries out a number of tasks. For instance, doing market research to understand the
needs and demands of guests, developing new services, and carrying out advertising and sales promotions
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campaigns are some of the responsibilities of the marketing department. The article ‘Definition and nature of
marketing’ provides more information on the concept of marketing.
HR Department
Human Resource (HR) department of a hotel carries out a number of tasks. For instance, designing jobs,
developing job responsibilities and person specification, advertising jobs on appropriate media, hiring and
training new people, and firing underperformed ones are some of the major responsibilities of the HR
department of a hotel.
Accounting & finance department
This is a very important department of a hotel. Cost controlling, billing and credit control, dealing with tax issues,
preparing financial statements, budgeting and budgetary control, managing payroll system, and ensuring
compliance with relevant laws are some of the major responsibilities of the accounting and finance department.
Purchase department
The purchasing department is also called procurement department. This department of a hotel is responsible to
ensure that the company has access to the best quality raw materials, equipment, and other required goods at
the most competitive prices to enable it to operate efficiently.
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