HOTEL MANAGEMENT

1. RADHIKA GUPTA
12- BBA - HM

2. 1. Size:Basically size depends upon the size and system
used by the hotel : for a large hotel using automatic
system the size may be small hotel on whitney rack
system the size may be comparative big.
2. Shape : another factor important factor is that the
counter should be designed matchin g with the
shape of the body for e.g ,L shape curve shape semi
circular or circular shape etc.
3. Dimension Usually the counter dimension are
height between 38” to 42 width is 30” approximately
and the length depending on various factor such as
size of lobby type hotel business profile of the hotel
and the system used etc.

3. FRONT
OFFICE
DEPART
-MENT
RESERVATION
SECTION
BUSINESS
CENTRE
CONCIERGE
DESK
COMMUNI-
-CATION
LOBBY

5. • Front office is a business term that refers to a company's departments that meet clients,
counting the marketing, sales, and service departments. The Front Office role of a Hotel is
to act as the public face of the hotel, primarily by greeting hotel patrons and checking in
guests. It provides assistance to guests during their stay completes their accommodation,
food and beverage, accounts and receives payment from guests.
• The first hotel employee who comes in contact with most guests when they arrive is
members of the uniformed service, division of the front service. The first impression is
very important. Always with an eye towards total guest satisfaction, the initial greeting
begins the process of establishing a favorable impression of the hotel.
• Front Office Department is typically composed of 1) Reception 2) Business centre 3)
Concierge Desk 4) Communication 5) Lobby
• Front Office Manager: supervise the front desk, reservations, concierge and PABX, assists
in training, monthly planning and assisting the room manager.
• Front Desk Supervisor: supervise the front desk procedure that include check-in and
checkout, assist the group coordinator, and prepares monthly weekly reports of
employee.

7. • Reservation: supervise and administer all the
operations of the reservations area. The
person responsible must assure that all
reservations, both group and individual, are
recorded.

9. • BUSINESS CENTRE Provide general secretarial services as well as re-conformation
& ticket handling.
• Provide high level of secretarial service, e.g. typing & word processing service for
guests.
• Assist guest to make Long distance call & Fax handling.
• Maintain adequate stocks of office supplies.
• Provide information on the import and export business and trading to guests as
requested.
• Adopt a friendly, helpful and pleasant attitude to all guests.
• Seek advice and guidance from the Business Center Supervisor, or Assistant
Manager whenever encounters difficulties or special requests in daily operation.
• Ensure appearance, hygiene, courtesy and telephone manners are in good order.
• Maintain close working co-operation with other departments as well as all
sections in Front Office.
• Perform all duties, other than the above as requested by the hotel policies and/or
his/her direct supervisor.

11. Concierge provides information to guest in hotels,
during their stay & offer mail & messaging services.
They even provide personalised services such as
providing box office tickets at nearby theatres,
coach tickets for sight seeing/ table reservation at
city restaurant etc. He is the person who knew
everything about the city, its sites& events. Today
hotels have extended this role of providing
information services of the hotel facilities as well as
the city.

12. COMMUNICATION
Telephone Telex Fax

13. Telecommunications is responsible for all communications
within the hotel & external to the hotel. They have a vital role
of keeping the channels of communications open. These
system permits guest to call locally & internationally directly
from their rooms. The call charges are automatically posted
directly onto online guest folio accounts. The guest room
phone have message indicators, voice mail services, caller id,
donot –disturb & other features. It plays an important role
incase of fire & keeps the hotel connected within & outside
the hotel incase of emergiencies.

14. LOBBY
Information Check - in
Porter
lodge
Bills & Cash

15. A lobby is a room in a building which is used for entry from
the outside. Sometimes referred to as a foyer or an
entrance hall.
A lobby has a comfortable furniture, such as couches and
lounge chairs, so that the customer will be able to wait in
comfort. Also, there may be television sets, books, and/or
magazines to help the customer pass time as they wait to
be served. A lobby manager organise, supervise & control
all uniformed services in a shift. It is typically composed of
1) Information 2) Check in 3) Porter lodge 4) Bills & Cash.

16. PORTER
LODGE
PORTER
LODGE
Door areaDoor area Lobby elevatorsLobby elevators Parking areaParking area Luggage handlingLuggage handling

17. FRONT
OFFICE
MANAGER/
INCHARGE
Reservationist/
Informationist/
Receptonist
Bell boy Cashier

18. • Informationist – The main function of this sub
section is to provide information about the hotel,
its services & ammenities.
• Bell boy – They are responsible for luggage
handling, distribution of daily newspapers, sell
postage stamps & keeps first aid kit.
• Cashier – They are responsible for maintaining &
recording guest accounts.

19. STAFF ORGANISATION IN MEDIUM
HOTELS
FRONT –OFFICE
MANAGER
RESERVATIONIST
INFORMATIONIST
/RECEPTIONIST
CASHIER
ASSISTANT F.O
MANAGER
BILL CLERK
BELL CAPTAIN
DOORMAN
LIFTMAN
19

20. STAFF ORGANISATION IN
LARGE HOTELS
FRONT-OFFICE
MANAGER
RESERVATION
MANAGER
ASSISTANT F.O
MANAGER
LOBBY
MANAGER

21. SUBORDINATION UNDER
RESERVATION MANAGER
RESERVATION
MANAGER
RESERVATION
CLERK
TELEPHONE COMPT.
OPERATORS
RESERVATION
SUPERVISOR
TRAINING TRAINING

22. FRNT OFFCE
MANAGER
SR. RECEP-
-TIONIST
SR. INFOR-
MATIONIST
BUSINESS
CENTER
MANAGER
ASST. F.O
MANAGER
NIGHT
MANAGER
SR. FRONT
CASHIER
JUNIOR
RECEP.
JUNIOR
INFORM.
CLERK
BUSINESS
CENTRE
CLERK
OPERATOR
NIGHT
AUDITOR
BILL CLERK CASHIER
TRAINER
TRAINER

23. LOBBY
MANAGER
CONCIERGE
SENIOR
BELL
CAPTAIN
BELL DESK
BELL BOYS/
HALL PORTER/
PAGEBOY
DOORMAN/
LINK MAN
VALET
LIFT
OPERATOR