Saturday, April 17, 2010

Food Production Department

The food and beverage is one of the integral part and important operational department in a hotel which is divided into food production and food and beverage service department. Food production or kitchen department is responsible for the actual preparation of food items where as the F & B service department is responsible for the systematic service of food from the hot or cold plates of kitchen to the customer’s tables as per their choices or order.

The term kitchen is derived from the French word “Cuisine” which literally means Art of cooking or food preparation in the kitchen. But in the modern concept of catering the cuisine not only refers to Art of cooking foods in the kitchen, it also indicates the style of service offered to sere the food.

Food and Beverage Service Department

The food and beverage service department is an integral place in any hotel which is responsible for the systematic and the actual service of food and beverage to the general public or customers as per the order in any F &B outlets. This department plays a vital role on the delivering the accurate service of food and beverage by placing the orders from the hot or cold plates of kitchen to the customers table in the proper and the hospitality manner.

This department in any hotel plays a vital role in the profitable process of the hotel business. Among the total revenue collected in the hotel, about 40% contribution is directly accredited to F & B Service department. This department is specialized by its output of the products that satisfies customers demand for food and beverage. For the proper control and the effective management of the total staffs and their duties, this department is divided into different units or sections which are also called as an outlet. Each outlet is specialized for the special functions. For the systematic and a good service process of any F & B outlet, presentation, time keeping, order taking and the suggestive selling are the key element of a service to be maintained by service staffs.

The staffing pattern of F & B department is basically divided into two parts. They involve the service staffs and the kitchen staffs. In the modern concept of catering, this department generally focuses on the product knowledge, salesmanship, customer’s relation and expectation rather than the traditional style of service. The guest satisfaction is only ensured when the service

House Keeping Department

House-keeping is one of the largest departments of the hotel, which is responsible for creating cleanliness, maintenance and safe environment. By providing the maximum comforts to the guest, it maintains the standard of the hotels which contributes the hotels in achieving maximum profit by selling the rooms. It is also regarded as the eye and ear of the management from where the main revenue income is generated.

The house keeping department in hotel is responsible for crating a “Home away from Home” environment for a guest. The facilities provided by housekeeping department turn an ordinary hotel to a tourist establishment. Among the various revenues, the sales of rooms constitute a minimum of 50%. The housekeeping department creates the facilities and service in the rooms and that are what a tourist hotel is selling. Housekeeping department deals with providing cleanliness, comfort and aesthetic value of any place in a hotel, hospitals, an officer or the guesthouse. The primary function of this department is the cleaning of the guest rooms, corridors, and public areas in a hotel to ensure that the standard of the hotel is maintained. This unit also does décor and design, room layout, selecting proper linen, curtains, carpets, flower arrangement etc.

The management of house-keeping department is influenced by factor like size, type, standard and location of the hotel. Since a responsible standard of cleanliness, comfort and service is expected at the lowest possible cost, in respective of the size of the hotel, the standard of house-keeping department plays a vital role in keeping or maintaining the reputation of the hotel and in finding out if the guests are satisfied during their stay or not.

Front Office Department

The “Front Office Department” is the major department in a hotel which is situated at the front part of the hotel and id responsible for the sale of hotel’s rooms through the systematic methods of reservation followed by registration and assigning rooms to the guest.

In other words, it is the “Show Case Window” of a hotel which reflects the image of a hotel. It is the back bone as well as the “Nerve Centre” of a hotel from where all the information and messages are communicated to the different departments or personnel. The front office in a hotel holds prime important in view of the basic nature of a business of a hotel i.e. to sell the rooms. Revenue collected from the sale of rooms contributes to more than 50% of the hotel’s total sale. Thus, the role of front office is to serve, receive, register, and allocate rooms to the guest and acts as a continuous source of information to the during their stay at the hotel. Other major functions of this department include settlement of guests account, providing guest services, preparation of guest history card, luggage handling, airport pick-up etc.

The front office department develops and maintains up to date records based on guest information, guest service and ensures guest’s satisfaction. The front office is also responsible for welcoming the guest, greeting the guest and handling the guest complains. Hence, the staffs working in this department perform as an actor on the stage. The front office may be divided into more than one section, each of which carries out one or more duties. Basically front office department is divided into Reception, Information, Cashier, Reservation, Telephone Operator and Bell desk sections depending upon the size capacity and standard of the hotel’s establishment.

The hotel and Hospitality Industry

The literal meaning of hospitality is welcoming behavior towards the guests or customers or taking special care of the guest in friendly and hospitality manner. The conceptual definition of the word hospitality as per the Oxford Dictionary is “ The reception and entertainment of the guests, visitors or clients with the liberality and goodwill”. In broad sense it includes all the companies providing the services to the guests or customers like – food, beverage, accommodation, refreshment and entertainment as per the desire and the needs.

Hospitality Industry is basically segregated into two parts. The first part includes the Government/ Public Sector- which involves in the planning and the development of hospitality and tourism industry, facilating and forwarding the policies regarding the destination marketing, immigration, custom, licensing, etc. On the other hand the second part includes the Private sector including the services providing enterprises like – accommodation sector, travel and tour operation, catering industry, airlines etc.

In the real sense the word hospitality is related with the retailer of the hotel and catering business. It basically includes- Hotels, Resort, Motels, guest Houses, Lodge, Bars, Restaurant, Café, Pubs etc. and other different hospitality service related trade groups. These companies and enterprises basically focus on the identification and the solution of the psychological, social and the psychological needs and the expectation of the guests or customers. Hospitality industry is however dedicated for the production of the quality products and assuring the standard service provided to the clients.

Catering Industry

The word catering is derived from the word “cater” which means to serve. In broad sense this industry is often called as the Hospitality Industry which basically deals with the service of food and beverage along with the accommodation facilities round the clock for the people of all the ages, races, creeds and from, all works of life.

The catering establishment is understood as the organization providing food and beverage with the prime objectives to satisfy the customers, which basically involves the two aspects¬- first is the food and beverages and the second is the services. But in the modern concept of catering, catering is not understand and focused in the service of food and beverage; it also involves a full consideration on creating the ambiance and environment to entertain the customers. It is the real fact that the customers not only order food and beverage simply for the consumption, they are however in search or seek for the pleasure and relaxed environment with the hospitality service.


The dictionary meaning of the word tourism is touring, organizing and the other services for the tourist. The word tourism did not appear in an English dictionary until 19th century. It is derived from the French word TOUISME, which literally means to travel and travel related jobs. Tourism is not an industry rather it is an activity, which take place when people move from one one place to another place for leisure or business or anything else, residing at least for 24 hours but not exceeding one consecutive year or 12 months, without exercise of an activity of generating remuneration or income.

Australian Economist Herman Van Scheullard , in 1910, for the first time stated that “Tourism can be defined as the sum total of operations which is mainly of economic in nature which is directly related with the entry, stay and the movement of tourists from one place to another inside or outside the certain city, country or region”. It is a temporary or short term movement of people to the destinations outside the places where they normally live and work and their activities during their stay at the destinations. Ai t includes the movement for any purpose as well as the day visit or excursions.

It is the fastest growing industry in the world and it is believed to be expected 20% of the people of the entire universe are employed directly or indirectly in this industry. It is the servicing industry however the service provided by the tourism industry cannot be seen or felt. This industry is often called invisibility trade. These services are sold either to the individual or to the tour operator.