Introduction to Hospitality Industry

With roots in human history and culture, the hospitality sector is one of the oldest and most vibrant in the world. The hospitality industry has changed dramatically over time, from historic caravanserais and inns to upscale hotels and international corporations. The definition and scope of the hospitality sector, as well as its historical evolution, hotel classification, and organizational structures, are all examined in this chapter. Anyone hoping to work in this exciting industry must have a solid understanding of these principles.

1.1 Definition of Hotel, Evolution & Development of Hospitality Industry and Tourism

Definition of Hotel

A hotel is a business that offers travelers and tourists paid accommodation, frequently together with other amenities like food, drinks, and recreational opportunities. Hotels serve a wide range of customers, from luxury-seekers to those on a tight budget.

Evolution of the Hospitality Industry

1. Ancient Era: Informally furnished rooms for tourists and traders were the first examples of hospitality. As trade routes developed, caravanserais and inns appeared.

2. Medieval Period: As religious pilgrimages increased, monasteries and wayfarer inns were built.

3. Industrial Revolution: Travel increased dramatically in the 18th and 19th centuries as a result of transportation improvements, which gave rise to contemporary hotels.

4. The Modern Era: Thanks to globalization and technology breakthroughs, the hospitality sector has grown to be a multibillion-dollar sector with a wide range of products.

Development of Tourism

Tourism and hospitality are interlinked. Tourism spurred the growth of the hospitality sector by creating demand for accommodation, food, and services. Milestones include:

• Grand Tour (17th-18th Century): The tradition of cultural tourism in Europe.

• Mass Tourism (20th Century): Post-World War II economic growth and aviation advancements.

• Digital Era (21st Century): Online booking platforms, eco-tourism, and niche tourism segments.

Introduction of Famous Hotels Worldwide

1. The Ritz (Paris, France): Synonymous with luxury and elegance.

2. The Waldorf Astoria (New York, USA): Pioneer of luxury hospitality in the United States.

3. The Taj Mahal Palace (Mumbai, India): A symbol of Indian hospitality.

4. Burj Al Arab (Dubai, UAE): Iconic for its architectural marvel and opulence.

5. Marina Bay Sands (Singapore): Renowned for its infinity pool and modern design.
   

1.2 Classification of Hotels

Hotels are classified based on various criteria to cater to diverse traveler needs. Key categories include:

1. Based on Size

• Small Hotels: Up to 50 rooms.

• Medium Hotels: 50-200 rooms.

• Large Hotels: 200+ rooms.

• Mega Hotels: Over 1,000 rooms.

2. Based on Location

• City Hotels: Situated in urban areas, catering to business and leisure travelers.

• Resort Hotels: Located in tourist destinations, offering recreational activities.

• Airport Hotels: Serve travelers near airports with short-term stays.

• Highway Hotels: Located along highways for road travelers.

3. Based on Clientele

• Business Hotels: Focused on corporate clients with meeting facilities.

• Leisure Hotels: Cater to tourists and vacationers.

• Boutique Hotels: Offer personalized services with unique themes.

• Eco-Friendly Hotels: Focus on sustainability and green practices.

4. Based on Length of Stay

• Transient Hotels: For short-term stays.

• Extended-Stay Hotels: Offer facilities for long-term guests, such as kitchenettes.

• Bed and Breakfast (B&B): Small establishments offering overnight stays and breakfast.

1.3 Organizational Chart of Hotels

The size of a hotel affects its organizational structure. It guarantees effective management and operation.

Organizational Chart for Large 5-Star Hotels

General Manager

• Deputy General Manager

  • Front Office Department:
    Front Office Manager, Receptionists, Concierge, Bellboys

  • Housekeeping Department: Executive Housekeeper, Supervisors, Room Attendants

  • Food & Beverage Department: F&B Manager, Restaurant Managers, Chefs, Waitstaff

  • Sales & Marketing Department: Director of Sales, Marketing Executives

  • Human Resources Department: HR Manager, Recruitment Officers

  • Engineering & Maintenance Department: Chief Engineer, Technicians

  • Finance Department: Financial Controller, Accountants

  • Security Department: Security Manager, Guards

Organizational Chart for Medium-Sized Hotels

General Manager

• Front Office Manager: Supervisors, Receptionists

• Housekeeping Manager: Supervisors, Room Attendants

• F&B Manager: Chefs, Restaurant Staff

• Sales & Marketing Manager: Marketing Executives

• HR & Administration Manager: Combined HR and Admin roles

• Engineering Staff: Technicians

• Finance Staff: Accountant

Organizational Chart for Small Hotels

Owner/Manager

• Front Desk Staff: Receptionist, Bellboy (shared responsibilities)

• Housekeeping Staff: Room Attendants (may double as laundry staff)

• Kitchen Staff: Cook, Assistant (if applicable)

• Maintenance Staff: Handyman (as needed)

• General Staff: Multi-tasking employees covering various roles
  
  

Key Terms

1. Hospitality: The act of providing services to guests.

2. Tourism: Travel for leisure, business, or other purposes.

3. Caravanserai: Ancient roadside inns for travelers.

4. Boutique Hotel: A small, stylish hotel with personalized service.

5. Organizational Chart: A diagram that represents the structure of an organization.
   

FRONT OFFICE

Hotel Housekeeping: Operations and Management
Paperback
July 2015 Edition
Author:
G. Raghubalan & S. Raghubalan

Hotel, Hostel and Hospital
Housekeeping
Paperback
January 2019 Edition
Author:
Joan C. Branson, Margaret Lennox

5.1 Importance of guest cycle (Various stages, sections, staff in contact during each stage)
5.2 Modes and sources of reservation
5.3 Procedure for taking reservations (Reservation form, conventional chart, density chart, booking diary with their detailed working and formats) Computerized system (CRS, Instant reservations)
5.4 Types of reservation (guaranteed, confirmed, groups, FIT
5.5 Procedure for amendments, cancellation and overbooking.

INTRODUCTTION TO HOSPITALITY INDUSTRY