2 Preface Your Complete Guide to Managing Hotels is an all inclusive E Book with ready to use practical information on Hotel Operations. It covers the Operations and Management of all the Departments of a hotel : Front Office, House Keeping, Food and Beverage Service, Kitchen, Sales and Marketing, Accountancy, Human Resources, Training and Development, Purchase, Stores, Engineering and Maintenance and Security and Loss Prevention. It also covers the role of General Manager in Managing a Hotel. All the information in this E Book is presented straight, which will help in easy and quick understanding. It covers information from the very basics/Scratch to advanced aspects which can be readily used. Enjoy reading this E Book and have a wonderful career ahead.
3 Table of Contents Page Number Introduction to Hotels 4 Front Office Department 63 House Keeping Department 231 Food and Beverage Department 363 Kitchen 608 Sales and Marketing 827 Accounting 914 Human Resources 978 Training and Development 1027 Purchase 1066 Stores 1091 Engineering and Maintenance 1115 Security and Loss Prevention 1161 Role of General Manager 1200
4 Introduction to Hotels The term “Guest Accommodation” invariably turns our attention to hotel. But Guest Accommodation does not revolve around hotels only. The available types of accommodation can be classified as: 1) HOTELS Hotel is the most important unit of Guest accommodation. The dictionary defines hotel as “a place which supplies board and lodging”; “a large city house of distinction”; “a place for the entertainment of travellers” and “a public building”. We can say that Hotels provide accommodation, meals and refreshments for at periods of time for those who stay on the premises and pay for the services provided. Today, hotels provide much more than just accommodation and meals. Services are provided to the guests based on their needs and now the hotel industry is commonly referred to as hospitality industry. We can classify hotels on the basis of infra-structure, facilities and services that are provided by them. Broadly speaking hotels can be classified on the following basis: a) room charges or price, i.e., budget, luxury, etc. b) range of facilities, i.e., five star, no star, etc. c) location, i.e., resort, etc. d) length of stay, i.e., transit, residential, etc. Types of Hotels ¾ Downtown or City Hotels These hotels are modern and located in almost all metropolitan and other large cities as well as at principal tourist destinations. Usually, they are located at a prime location in the city. These hotels are luxury hotels and are classified based on an internationally accepted system of classification grading. There categories range from 5 to 1 star grade depending upon the facilities and services provided by these hotels. In addition to accommodation various other facilities are provided to make the stay more comfortable. These facilities include – information counters, banquet halls, conference facilities, a number of shops, travel agency, desk business centre facilities, money changing and safe deposit facilities, theme restaurants, beverages, swimming pool, gymnasium, health clubs and other entertainment programmes in the form of games, music and dance, etc.
5 ¾ Apartment Hotels or Residences These hotels can be described as an apartment house complete with hotel services. They are also referred to as apartment hotels. They primarily cater to long staying guest. ¾ Airport Hotels As the name suggests their location are in close proximity of the airports, catering to guests who stay for a limited period of time from few hours to a few days. This category may include any type of hotel providing temporary accommodation to its guests. ¾ Convention Hotels Convention Hotels are usually large Hotels designed to accommodate large Conventions and Conferences .They are primarily targeted towards business travelers. ¾ Casino Hotels These are hotels with gambling facilities.They attract guest by promoting Gaming and Entertainment.Although the Guest Rooms and Food and Beverage operations in Casino Hotels are extensive, their function is Secondary to and supports the Casino Operations. ¾ Heritage Hotels Old properties of the royal and aristocratic families are renovated and the old aura is recreated for the tourists to stay in heritage surroundings. The heritage properties are an attraction in themselves . 2) MOTELS The basic difference between hotel and motel is that it provides parking space to the travellers travelling by automobiles and the rooms opens to the parking lot. The history of motels can be traced back to tourist cabins which were located near highway, catering to businessmen travelling by road. Tourist cabins gave way to Tourist Courts which provided the same services and facilities but it became a 24 hours business. They offered 20 to 24 rooms around a central parking space with some garage and refuelling facilities. 3) RESORTS A Resort Hotel is one which is visited by holiday maker or tourists for relaxation, recreation and/or for entertainment.
6 Resort hotels cater to tourists and are located near place of some scenic beauty, i.e., the sea, mountains or in ‘off the beaten track destination’. These days, resorts are also found in wildlife sanctuaries or national parks. The primary reason, as is mentioned earlier, for visiting a resort is rest and relaxation and these hotels are built with the objective of indoor recreation activities giving visitors special welcome and atmosphere of informality. The services and amenities offered by resorts include swimming pool, tennis court, skiing, boating, surfing and many others. The clientele of resort hotels is mostly persons with considerable income looking for relaxation and recreation. Budget Category Accomodation The demand for inexpensive lodging has primarily given rise to the over increasing size of unorganised sector of hospitality industry. Their prime types can be classified as: 1) Guest Houses: Government run guesthouses offer inexpensive accommodation. 2) Youth Hostels: These provide travellers with overnight lodgings at rock-bottom prices. Facilities are extremely basic guests have to provide their own bedding, share a communal washroom and prepare their own meals – yet youth hostels remain popular with students and other travellers with limited budgets. 3) Mansions: are private homes that have been converted into guesthouses. They offer meals and lodging in an informal family atmosphere. Found primarily in Europe and Latin America, they are usually less expensive than hotels of comparable quality. 4) Bed and Breakfast: accommodations are available throughout the British Isles and the idea has recently caught on in the United States. Bed and breakfast guests can expect a full breakfast, a comfortable room and a bathroom. 5) Resort Condominiums: a comparatively recent addition to the industry’s product line, offer an alternative to hotel accommodations in Florida, Hawaii, Colorado and other popular vacation areas. Condominiums are individually owned residential units under common management within a multi-unit project. Owners often use them for vacations and rent them out the rest of the year. Condominiums provide apartment-style accommodations, with kitchen facilities, and recreational amenities either on-site or nearby. 6) Time Sharing: The concept of time sharing was introduced first in Europe, then spread to the United States in the mid-1970s. It differs from the condominium concept in the sense that an individual does not own a complete unit but shares ownership with several other people. Each owner buys a vacation segment (usually two weeks) for a guaranteed number of years. Segments are scheduled
7 so that only one owner uses the property at a time. Some time sharing companies allow clients to exchange segments with people. Different ways of Managing Hotels There are different ways of managing a hotel. Some of them are listed below: i) Individual: This means the owner owns the Hotel and is completely independent with regard to policy formulation and operating procedures. ii) Chain Ownership: A chain owns the hotels, formulates policies for them and staffs it with its own employees. iii) Lease and Joint Venture: An individual or a chain can operate a hotel without owning it by entering into a lease arrangement. Here a fixed monthly rent is given to the landlord or a profit sharing is agreed upon. In joint ventures, two companies or two individuals or a company and an individual form a partnership and start a hotel with profit sharing policy. iv) Franchisee: Under a franchise scheme, a hotel owner contracts with an established chain to operate the property under the chain name. The owner of the hotel or franchisee pays an initial development fee and a monthly licence or franchise fee. v) Management Contracts: Under a management contract one company owns the property and another (the chain) operates it. Below is a chart of classifying hotels based on their services and facilities. This will be different from one country to other
Category Characteristics Points Item Main Sub 1 - LOCATION Excellent Location Good Acceptable 4 - 2 - THE BUILDING Exterior aspect of the building must be preserved from all sides 6 Isolated or part of a building with a private entrance A/C devices & Satellite locations are hidden 6 6 2Entrances1Entranceforguests
8 2 Entrances 1 Entrance for guests 3. ENTRANCE One main entrance for guests + One entrance for personnel & goods If there is a restaurant, a separate entrance for staff & goods is required 5 - A reception area with front desks A reception area with a front desk Must have a front desk 4. RECEPTION 24 Hours Service 24 Hours Service 24 Hours Service 4 - 3.00 m² 2.50 m² 2.00 m² 1.50 m² 1.00 m² for each first 100 rooms for each first 100 rooms for each first 100 rooms for each first 50 rooms for each first 20 rooms 2 5. SIZE OF THE RECEPTION AREA 1.00 m² 1.00 m² 1.00 m² 0.5 m² 0.5 m² 5 2
after each additional room after each additional room after each additional room after each additional room after each additional room Lobby could be Area must be open without any barriers measured on 2 levels Ceiling height with a minimum 4.00 m According to construction specifications Category Characteristics Points Item Main Sub 6. LUGGAGE STORAGE Luggage storage facilities 2 - SafeBoxesshouldbeavailableinallguest27SAFES4
9 Safe Boxes should be available in all guest rooms - 2 7. SAFES Safe Boxes should also be available for storing valuable items at the Reception 4 2 ■ Secretarial Service includes: - Fax 1 - Internet 1 8. BUSINESS CENTER - Photocopier Machine - 4 1 9. POST & CURRENCY EXCHANGE SERVICES Both services should be provided with daily announcing exchange rates 2 - 10. ELEVATORS Guest elevators: 6
An elevator for each 125 rooms, capacity of 1250 kg with a minimum of 2 elevators above ground floor with an alternative mechanism control An elevator for each 125 rooms, capacity of 1250 kg with a minimum of 2 elevators above first floor with an alternative mechanism control Minimum one elevator for each 60 rooms after second floor with 2 elevators as a minimum An elevator if floors exceed 3 floors above ground floor 6 Category Characteristics Points Item Main Sub Service elevators: An elevator for each 150 rooms, capacity of 1600 kithii2ltOne elevator - 5 Cti
10 kg with minimum 2 elevators Continue ELEVATORS Regarding 5 stars hotels: If number of rooms exceeds 500 rooms: • One guest elevator capacity 1250 kg for each 150 rooms • One service elevator capacity 1600 kg for each 200 rooms • Gift shops and newspapers - 2 • A Beauty Salon - 2 11. SHOPS • Tourist service office - 6 2 12. DINING ROOMS Should be available Should be available Should be available - 6 -
Food & Beverage outlets Food & Beverage outlets Food outlets Surface area of 3.00 m2 per room based on a minimum of 60% of hotel capacity Surface area of 3.00 m2 per room based on a minimum of 50% of hotel capacity For serving breakfast Category Characteristics Points Item Main Sub 13. CAFETERIA Should be available 24 hours service Should be available 16 hours service - 5 2
11 14. BAR A bar should be available - 4 - 15. BANQUET ROOMS One or more multipurpose hall should be available - 3 - 16. PUBLIC LAVATORIES Public lavatories should be available on each floor including public areas "ladies-gents" One public lavatory should be available "ladies-gents" 4 2 17. SAUNA & GYMNASIUM HALL Should be available - 3 -
18. SWIMMING POOL Swimming Pool (could be heated) Swimming Pool - 4 2 2 • A suitable enclosed area should be provided to prevent environmental contamination – Flooring should be covered by a robust, impervious and smooth easy to clean material – Walls covered with ceramic. 2 • A room for the sorting process and the sanitizing of the Hotel’s plastic material should be provided. 1 • Water supply should be provided with a high pressure hose for the cleanliness of the area and the drainage of waste water. 19. RECEIVING AREA • A lighting source should be provided. 4 1
12 Category Characteristics Points Item Main Sub MAIN KITCHEN • Area should allow easy movement during operation 1 • Floors and walls should be covered with a robust, impervious and smmoth material easy to clean 2 (ceramic or stainless for walls / Sornaga or Epoxy for floors) – Ceiling should be easy to clean as well. 1 • A hood should be available for extracting steam from hot areas 1 20. KITCHENS • It has to be well aerated/ventilated 6 2
• Kitchen must be clear from any sewage pipes or their control room 2 • Internal drains in the kitchen floor should be covered with stainless steel filter covers as per hygiene rules and regulations 2 • Should be divided into the following sections: (dish and glasses washing area / utensils washing area / bakery / pastry / hot corner / cold corner / butchery / fish corner / Beverage service. 2 • Air conditioning should be in cold sections (Pastry / Butchery / Fish corner / Garde-manger) 1
13 • Air curtains should be provided in all entrance access points to the kitchen . 1 • To have two separate doors to the kitchen with an entrance and exit doorst 1 • Hand-washing basins for personnel with an automatic mechanism or by a foot switch release 1 • Provide separate independent disposal area for fats and greasy items (grease traps installed) • Supply all sections with appropriate and required equipment 2 Should have approval of specialized companies in food safety (Satellite Kitchen) Should be well equipped with suitable & best equipment
Category Characteristics Points Item Main Sub • Suitable to the size of the hotel and in compliance with national standards for food safety Suitable and in compliance with national standard for food safety 2 • Cold, air conditioned Beverage storage should be available - 1 • A separate storage for chemicals should be available - 1 21. FOOD STORES 4
14 • A storage for dry food should be available - 1 • Freezers and Cold rooms with stainless-steel shelves allowing 30 cm height from the ground 2 22. PARKING Suitable parking should be available - 3 1 23. ROOM SERVICE Should be available 24 hours Should be available 16 hours Should be available 5 2 24. LAUNDRY 3
AND IRONING SERVICES • Dry cleaning should be available - 2 Category Characteristics Points Item Main Sub • To provide facilities for the disabled inside the hotel: • Walkways / Corridors 1 • General services 1 25. HANDICAPPED FACILITIES • Public toilets 3 1 PromptMedicalServiceshouldbe5
15 • Prompt Medical Service should be available 26. MEDICAL • First Aid Measures should be available SERVICE • 24 hours availability 5 2 28.00 m2 24.00 m2 21.00 m2 18.00 m2 16.00 m2 27. ROOM AREA Room area includes bathroom and entrance except the terrace (is not included in the room area) 5 - 1 Room's door width should be not less than 80 cm net Room's door width should be not less than 70 cm net 1 Bathroom's door width should be not less than 70 cm net 1 28. ROOMS DOORS Connected room's door should be 70 cm net 3 1
All Doors height should be 220 cm Electronic Door key Door key of hotel quality 2 Electrical switches should be available at bed side & room entrance 1 Some lightening can be controlled by them 2 29. ELECTRICAL DEVICES AND CONTROL 5 lightening units should be available 3 lightening units should be available 3 2 Category Characteristics Points Item Main Sub •Roomcontainsthefollowing:30. ROOM 6
16 • Room contains the following: • Single bed: 100 x 200 cm 1 • Double bed: 160 x 200 cm • Double bed: 140 x 200 cm 1 • One Luggage rack + extra one • One Luggage rack 2 2 • Closet depth 60 cm • Closet depth 50 cm • Closet 1 • 2 commodes for the large bed 50 x 50 cm • 1 commode” for the single bed 50 x 50 cm • 2 Commodes for the large bed 40 x 40 cm • 1 Commode for the single bed 40 x 40 cm CONTENTS • Coiffeuse or desk with drawers + one chair • Coiffeuse or desk 1
2 • Curtains and Light Barrier (blackout) should be available • Light Barrier (blackout) should be available 2 1 • Room flooring should be either carpeted, wood or marble with carpet covered sections • Room floor made of ceramic 1 • Mattress: 20 cm - 1 • Breakfast table -
17 1 • 2 armchairs - • Mirror 120 x 40 cm at least - • 1 Waste basket - 1 Category Characteristics Points Item Main Sub 2 31. ROOM TELEPHONE SETS • Internet connection should be available and not affecting normal line - 5 2
• Internal, Local & International calling should be available • Internal & Local calling should be available TV set minimum 21ً with remote control should be available TV set minimum 16ً with remote control Colored TV upon request to be available 2 Satellite service - 2 DVD available - 1 32. TV SETS Available paid channels - 5 1
18 33. ROOM'S MINIBAR Mini bar should be available in all guest rooms - 6 - 34. NON- SMOKING ROOMS 70 % of hotel rooms should be non-smoking 3 3 35. BATHROOM AREA Not less than 6.00 m2 Not less than 5.00 m2 Not less than 4.00 m2 Not less than 3.00 m2 Not less than 3.00 m2 6 - Category Characteristics Points Item Main Sub
Guest bathroom should contain:- Bathroom contains:- 2 Toilet seat + Bidet Toilet seat with douche 2 Basin with suitable surrounding area Washing basin 2 Bath tubsat least 150 cm long + shower curtain or water barrier Bath or standing tub + curtain - 3 Floors & walls made of marble or ceramic and bathroom appliances of special quality Floors & walls made of ceramic 2 StSh8036. GUEST BATHROOM 6
19 Separate Shower 80 x 80 cm in cabin - 1 Safety handle in bath wall - 2 Extractor hood - 1 2 1 1 Bath towels holder / Hand & face towels hanger / Toilet paper hanger / Tissue papers in stainless steel holder with an additional one. Bath towels holder / Hand & face towels hanger / Toilet paper hanger / stainless steel or chinaware Bath towels and Hand & face towels hangers 1 Taps are stainless steel - Sanitary bin, covered, stainless steel Sanitary bin 1
2 Light + heated mirror Light + Mirror Mirror + shelve 1 Magnifier mirror + Light - 2 Clothes hanger - 2 Power socket 220/110v - 1 Hanger string fixed in bath wall - 2 Telephone -
20 Hair Dryer - Weighing scale - stainless steel Chair - Regarding 1 star hotels:- a bathroom in 25% of total rooms (a public bathroom for every 4 rooms), minimum 2 bathroom per floor. - Category Characteristics Points Item Main Sub Must be available:- One staff room/hall or more with a capacity for minimum 20% of hotel staff 2 Staff toilets must have (wash basin / toilet / shower / urinal) all separated for minimum 15% of staff 2 37. STAFF CAFETERIA & REST ROOM Staff changing room, providing a locker for each staff member using a hotel uniform 6 2 38. MEDICAL 6
Contracted 2 Accredited Certificate from Ministry of Health for every staff member that he is free of communal 2 diseases should be provided Annual medical check for all employees should be applied 2 39. QUALITY OF SERVICE According to the Egyptian Hotel Association Specifications - - 40. STAFF UNIFORM PER DEPARTMENT According to the Egyptian Hotel Association Specifications - - 41. LANGUAGES FOR EACH According to the Egyptian Hotel Association Specifications - -
21 DEPARTMENT 3 Central A/C in all rooms / Banquet halls providing temperature 18-25ْC Central Aeration or split units providing temperature 21-25ْC control from room Cooling & Heating should be available 42. AIR CONDITIONING A/C control in room - 6 2 43. HOT WATER Must have Central boilers for water heating Must have Hot water in rooms & public Toilets 3 - Category Characteristics Points Item Main Sub
A generator with a capacity of 25% of total occupancy should be available to cover the following:- 2 1. Lighting of public areas and corridors indoors and outdoors A temporary lighting supply in case of power cut should be available. 2 2. Kitchen and fridges 2 3. Light inside every room 44. GENERATORS A certificate from Consultant should be presented 6 - 45. HEALTH & FIREAspertherecommendationsofIndustrialHealth&FireFightingOfficialBody--
22 FIGHTING As per the recommendations of Industrial Health & Fire Fighting Official Body - - 46. NOISE CONTROL All noise control measures must exist with certificate from approved Body 5 - 47. SEWAGE In case there are no main sewage pipes for the property, a water treatment station should be available in compliance with the environment law. 6 6 48. ENVIRONMENTAL AND HEALTH PROTECTION (MISCELLANEOUS) A cold room for the storage of organic refuse, as well as a different store room for dry refuse must be provided. All refuse must be disposed of in an environmentally friendly way 5 2
This room should be isolated from the receiving area. 1 A water supply should be available to ensure the cleanliness of the refusal room constantly. 1 Total Points for all Items of The Building & Preparation Specifications for Fixed Hotels Points Points Points No. Topics Main Sub No. Topics Main Sub No. Topics Main Sub 1 Location 4 - 18 Swimming Pool 4 2 35 Size of Guest Bathroom 6 - 2 The Building 6 12 19 Receiving Area 4 6 36 Bathroom Contents 6 31 3 Entrance 5 - 20 Kitchens 6 19 37 Staff Cafeteria & Lockers 6 6
23 4 Reception 4 - 21 Food Storages 4 7 38 Medical control on all staff 6 6 5 Size of the Reception area 5 4 22 Parking 3 1 39 Quality of Service - - 6 Luggage Storage 2 - 23 Room Service 5 2 40 Staff Uniforms - - 7 Safes 4 4 24 Laundry & Ironing Services 3 2 41 Languages - - 8 Business Center 4 3 25 Handicapped facilities 3 3 42 Air Conditioning 6 5 9 Post & Currency Exchange Services 2 - 26 Medical Service 5 2 43 Hot water 3 - 10 Elevators 6 11 27 Size of Guest Rooms 5 - 44 Generators 6 6 11 Shops 6 6 28 Rooms Doors 3 6 45 Fire fighting - - 12 Dining Rooms 6 - 29 Rooms Lighting & Control 3 5 46 Noise Control 5 -
13 Cafeteria 5 2 30 Room Contents 6 17 47 Sewage 6 6 14 Bar 4 - 31 Telephone 5 4 48 Environment & Health Protection 5 4 15 Banquet Rooms 3 - 32 Television 5 6 16 Public Lavatories 4 2 33 Mini bars 6 - 17 Sauna & Gymnasium Hall 3 - 34 Non-Smoking rooms 3 3 TOTAL 201 193 Checklist for a 5 Star Hotel Services and Facilities
24 5 STARS ITEMS Available Not available 1 2 Score Rate Remarks Car Parking There is a garage - - 10 There is a guarded car park - - 5
Parking or garage well lit at night - - 5 Valet parking available - - 5 SUBTOTAL250
25 SUB TOTAL 25 0 Outside Appearance Façade lit up at night - - 5 Star rating are indicated - - 5
Planters with healthy plants & well kept - - 5 SUB TOTAL 15 0 5 STARS ITEMS Available Not available 12ScoreRate Remarks
26 1 2 Score Entrance Hall Brochure on tourist attraction, city map & hotel available at Reception - - 5 Room rates are published - - 5
There is plants and flowers in the Foyer - - 5 There is background music - - 5 There is clean ashtrays - - 5
27 SUB TOTAL 25 0 Reception: Check In Staff grooming & uniforms immaculate + Name tag clear - - 10 Staff speak foreign languages (how many?) 3 more 10
Check In time (10 minutes max) - - 5 Room number and name of hotel on Room Key - - 5 iiddh
28 Luggage assistance provided to the room - - 5 SUB TOTAL 35 0 5 STARS ITEMS Available Not available 1 2 Score Rate Remarks Public Bathrooms Bathrooms available in the lobby - - 10
Bathrooms are extremely clean - - 5 Equipments are in very good condition - - 5