Room Division Arpan

Internship In Room Division
FOR THE PARTIAL FULFILLMENT OF

7TH SEM. EXAMINATION 2019
Mr. Nityananda Singhari

Asst. Prof. Department of Hospitality & Tourism
Sumit Das
Roll No:-18BHM16026
Course: - BHM 4th Year
Semester: 7th Semester
UTKAL UNIVERSITY OF CULTURE,

SANSKRUTI VIHAR, MADANPUR, BHUBANESWAR,
ODISHA 752054
Declaration for Internship Report
I do hereby declare that the Project report titled “Internship In

Room Division” submitted by me to the Premiere Institute of Hotel
Management, Puri in partial fulfillment of the requirement for
Bachelor Degree in Hotel Management is of my own work neither I
have copied or translates it from others and it has been submitted to
any other institutions excluding Premiere Institute of Hotel
Management or published at any time before.
DATE: Sumit Das

PLACE: PURI CAMPUS BHM 7th Semester
Roll No.:-18BHM16026
Acknowledgement
My Project report entitled “Internship In Room Division”
wouldn’t have been possible without co-operation & valuable
guidance given by my Guide Mr. Nityananda Singhari H.O.D
Department of Hospitality & Tourism, Puri . I take this opportunity
to convey my gratitude & obligation to him.
While presenting this Project report. I have tried my best to the
precise & objective. Up to date data & recent finding of eminent
scholars have been included by drawing on recent issues of learned
journals and periodicals. I express my gratitude to the authorities
concerned in this respect.
I acknowledge my thanks to my parents without whose co-
operation and financial provisions this Project would not have been
possible.
Sumit Das
BHM 7th Semester
Roll No.:-18BHM16026
INDEX
SL Topic Page No
No
1. CHAPTER -1
INTRODUCTION
• Hotel industry In India
• Hotels & Group Hotels In India
• History Of Hyderabad
• History Of Hyderabad Ramoji Film City
• History of Sitara Luxury Hotel
2. CHAPTER -2
Definition of Hotel
Organization Chart of 5 Star Hotel
Room Division organization Chart
Housekeeping Department
• Definition of Housekeeping
• Housekeeping organization Chart
• Function of Housekeeping
• Importance of Housekeeping
• Operation of Housekeeping
Laundry
3. CHAPTER-3
Front Office Department
• Definition of Front office
• Front office organization Chart
• Function of Front office
• Importance of Front office
• Operation of Front office
4. CHAPTER -4
Maintenance Department
• Definition of Maintenance
• Maintenance organization Chart
• Function of Maintenance
• Importance of Maintenance
• Operation of Maintenance
5. CHAPTER -5
6. Sales & Marketing Department
• Definition of Sales & Marketing
• Sales & Marketing organization Chart
• Function of Sales & Marketing
• Importance of Sales & Marketing
• Operation of Sales & Marketing
Conclusion
Bibliography
CHAPTER -1
INTRODUCTION
HOTEL INDUSTRY IN INDIA
The term ‘Hotel’ is of ancient origin. But providing accommodation and

food services for travelers in very recent. The word ‘inn’ has been in use since
14th century and it was not until 18th century, that hotel became fashionable. A
hotel is an institution or a building in which lodging meals and other services
are provided for the travelling public. It is a business enterprise having a
building for public accommodation that furnishes lodging and usually provides
meals, beverages and personal services. It often offers, depending on its
category, entertainment, and rooms for meetings, banquets, parlor, and shops of
various kinds lounges, lobbies, cafes, bars and restaurants Hotel is the home
away from home. It is the place where the tourist changes his role from travelers
to a guest. The primary function of a hotel is to accommodate those needs and
try to meet their expectations. To a greater extent the facilities of the hotel may
also serve the local population. It is this basic function of the hotel, which
makes it quite distinct from other types of business and to which its other
function are supplementary . Besides there is also another identification
problem. It is not very easy to draw a line between a hotel and a lodging house,
a motel, a dharmasala, a railway dormitory, guest house, or any other similar
establishment. However, it is sufficient for the present purpose to describe a
hotel as “an establishment providing facilities for the ‘sojourn’ of a traveler with
alimentation and some other basic facilities”. The main characteristics. Which
accommodation centers on the extent or ‘completeness’ of facilities and services
available. In addition to the availability of rooms, beds, meals and beverages, a
number of amenities and facilities such as room services, laundry service, valet,
sundry shop, and a variety of other services facilities like auto rental, air line
ticketing, tour reservations, banking and postal facilities are supposed to be
available as per the requirement of its guests it is said, “hotel is a world within a
world with its own peculiar movements and fashions18”. The pervasive
influence of the travel and tourism the infiltration of national and international
attitudes and increasing leisure associated with higher income groups have
made the environment more conductive for the growth of hotels.19 A number of
factors have Increasing population. acted together, to produce a great demand
for hotels product.
 Increasing population.
 Proliferation of economic transactions, interaction, sports and recreational
facilities.
 Broader parameters of Tourism.
 Rapid urbanization and growth of cities.
 Proximity to other large towns and easy accessibility.
The Hotel Industry by nature and structure is international. It is multi-

dimensional and worldwide in its operations and versatile in its objectives. The
scope of its earnings is infinite. It constitutes an important sector of the tourism
infrastructure of the economy. It can be an individual concern or an
international business. It can employ family members of its owner or can create
thousands of jobs. It can be a small or multi-million enterprises. It can be both
“labour-intensive” and “capital intensive” activities. But the hotels can function
in the smaller settings as effectively and efficiently as in wide-ranging national
and multinational operations. It has thus the flexibility of adjustment to
situations which few other economic activities possess
HOTELS & GROUP HOTELS IN INDIA
International Hotel Brands like JW Marriott, Starwood, Radisson Carlson

Rezidor and InterContinental Hotel Group are planning to double the luxury
properties in India by 2020. Here is the list of all major hotel chains operating in
India offering variety of Indian and international dishes, dining and
entertainment experience.There are many hospitality companies in India, here is
the list of India’s best International luxury hotels and resorts. Taj Hotels Resorts
& Places, The Lalit Hotels, The Leela Palace and The Oberoi Group are Indian
luxury hospitality companies.
Radisson : Radisson Hotel Group is one of the largest hotel groups in the
world. Radisson Hotels operates with the different brands such as Radisson Blu,
Park Plaza, Radisson Red and Park Inn by Radisson.
Hyatt : Hyatt luxury hotels and resorts are American multinational hospitality
company and the most luxury hotel in India. Hyatt luxury hotels and resorts
opened a luxury hotel in New Delhi, As Hyatt Regency Delhi and now also at
Hyatt Regency Pune, Hyatt Place 4 Star Hotels in Hinjewadi
JW Marriott : Marriott International has 100 hotels in India and operates with
different brands such as JW Marriott, Ritz-Carlton, Delta Hotels, Four Points by
Sheraton and Aloft Hotels.
Westin –Starwood: Starwood Hotels and Resorts is now a subsidiary of

Marriott International and one of the world’s largest hotel company. The
Westin, Sheraton and Le Meridien are the list of Starwood hotel brands.
The Westin – Pune
Le Meridien
Four Points by Sheraton
Novotel – AccorHotels :
Accor Hotels is a French hospitality company and one of the largest hotel group
in the world. International luxury brands of hotels such as Ibis, Novotel in Pune
and Fairmont Hotels and Resorts are the part of Accor Hotels.
 Novotel – Pune
 Ibis Hotels
 Fairmont – Hyderabad
Crowne Plaza – InterContinental (IHG)InterContinental Hotels Group is a

British hospitality company and has a list of portfolio of brands such as Holiday
Inn, Hotel Indigo and Candlewood Suites.
 Crowne Plaza – Pune

Holiday Inn
Holiday Inn Express – Delhi
 InterContinental Hotels Group (IHG) hospitality company from England has
hotels across the Indian cities of Pune and Delhi. Crowne Plaza brand of hotels
are part of the InterContinental Hotels Group along with Holiday Inn and
Holiday Inn Express.

Conrad – by Hilton : Conrad Hotels and Resorts is operated by Hilton
Worldwide and considered as one of the international brand of luxury hotels.
Shangri La
Shangri La Hotels and Resorts is a Hong Kong based hospitality company and
has brands across different market segments. Shangri-La Hotel in Bengaluru
and Shangri-La’s New Delhi are two brands across India.
Four Seasons Hotels
Four Seasons Hotels and Resort from Canada is an international luxury

hospitality company, In India it has one hotel in Mumbai
Premier Inn – Whitbread
Whitbread is a British multinational hotel company and Premier Inn hotel is part
of the Whitbread. Premier Inn was recently acquired by Samhi Hotels now
owned by Fairfield by Marriott, SAMHI Hotels is a leading hotel investment
company that owns Caspia hotel.
HISTORY OF HYDERABAD
Hyderabad is the capital of the Indian state of Telangana. It is a historic city

noted for its many monuments, temples, mosques and bazaars. A multitude of
influences has shaped the character of the city in the last 400 years.
The city of Hyderabad was founded by the Qutb Shahi sultan Muhammad Quli
Qutb Shah in 1591 CE. It was built around the Charminar, which formed the
centerpiece of the city. Hyderabad became an important trading center for
diamonds and pearls, and a center for culture.
After a brief period of Mughal rule, the first Nizam of Hyderabad conquered
the city in 1724. The Nizams later signed a subsidiary alliance with the British,
and their territory became Hyderabad State, the largest princely state in British
India with the city of Hyderabad as its capital. During this period, industry,
railways, modern education, and airways developed in Hyderabad.
After India's independence in 1947, the Nizam did not wish to accede his state
to the newly formed nation. By then, his power had weakened due to the
Telangana movement. The Indian Army annexed Hyderabad in 1948. In 1956,
the Hyderabad State[note 1] was divided on the basis of linguistic differences,
and the city of Hyderabad became the capital of Andhra Pradesh. In 2014, the
state of Telangana was carved out from Andhra Pradesh and Hyderabad
became its new capital.
HOTELS OF HYDERABAD
1. Beehive Commune Hyderabad

2. Taj Falaknuma Palace
3. Trident, Hyderabad
4. Shepherd Stories
5. ITC Kohenur, a Luxury Collection Hotel, Hyderabad
6. Avasa Hotel
7. Nomads Nest
8. Elysium Inn Backpacker
9. Taj Deccan
10. The Westin Hyderabad Mindspace
11. Marriott Executive Apartments Hyderabad
12. Courtyard by Marriott Hyderabad
13. Sheraton Hyderabad Hotel
14. Taj Krishna
15. Hyatt Hyderabad Gachibowli
16. Sitara Luxury Hotel
17. Hyatt Place Hyderabad/Banjara Hills
18. Treebo Trip Ovolo Suites
19. Mrugavani Resort & Spa
20. Aditya Hometel
ABOUT OF RAMOJI FILM CITY
Ramoji Film City is located around 20 km from Hyderabad in Rangareddi

district. Spread over 2000 acres, it is a film-themed park combined with a
studio, unabashedly modeled after Universal City. The city opened in 1996.
It was conceived and developed by Ramoji Rao, media and film baron,
whose film production house Usha Kiron Movies is a major producer of
Indian films.
The city encompasses massive buildings, gardens and other sets suitable for
filming movies. Fans of Indian movies will find many locations where
scenes from their favourite films were shot. Inside the city are complete
facilities for pre-production, production and post-production work on
movies. In addition, there are theme parks, rides and other attractions,
opportunities for shopping and dining. There are three hotels inside the
city catering to various budgets. Visitors can easily spend a weekend or
more with their families and not tire of the place
Home to the world’s largest film studio complex according to the

Guinness Book of World Records, the magical and magnificent Ramoji
Film City has developed into a neighbourhood with its own unique charm
that attracts millions of tourists who drive 34 km outskirts of Hyderabad to
watch Tollywood movie sets and film actors at work. Spread over 1500
acres, this massive film city is dotted with vast gardens, large kitschy
statues, replicas of popular historical monuments, open-air film sets, multi-
cuisine restaurants, fast food joints and stylish cafes. You can spend an
entire day here and choose to stay back in the 5-star and 7-star hotels in the
film city. Head to the hilltop from where you can get spectacular views of
the entire film city. On your way back, drive through the nearby
Pochampally, a cluster of villages that is famous for its Ikat style of
weaving for some traditional Hyderabad handloom shopping.
HISTORY OF SITARA LUXURY HOTEL
Sitara Luxury Hotel, Hayathnagar, Hyderabad, is a star rated venue, and in sync
with the figurative ‘luxury’ in its name, it possesses top-notch amenities and
provides commendable services to all of its guests. It would further enchant
your guests with colorful illumination, lavishness, and regal decor.
Sitara Luxury Hotel Hyderabad, Telangana lies within the Ramoji Film City. It
would welcome your guests with valet parking and also has plenty of space to
secure their vehicles. It has plenty of rooms to accommodate you and your
guests. It also has a changing room to ensure that the ladies among your guest
list can dazzle everyone with their glamour and attire.
At Hotel Sitara Hyderabad, your guests would enjoy gourmet meals comprising
of both vegetarian and non-vegetarian delicacies. Adding a cocktail menu with
the food platters would only liven up the atmosphere. This versatile venue is
ideal for both intimate social and corporate gatherings. Book Sitara Luxury
Hotel, Hayathnagar, Hyderabad now for fun and jubilant celebrations.
Hotel Sitara is where the stars come out to play when they're shooting at Ramoji
Film City. Renowned for its opulent grandeur, Sitara epitomises luxury with its
decadent interiors and plush décor. Every facet of Sitara is designed for comfort
and reflects luxury, from our rich wood pannelled flooring to our elegant
chandeliers and delicate lighting. Whether you're planning a family vacation, a
corporate get-together or a wedding, Hotel Sitara offers a whole new universe of
superstar-style extravagance. From a fully equipped sports club to our in-house
spa, the hotel has every conceivable facility, so our guests can concentrate on
unwinding in style while we focus on fulfilling their every desire.
At Sitara, every guest is a superstar to be pampered and well taken care of.
Located in a lush, green part of Ramoji Film City, Hotel Sitara is secluded from
the rest of the bustling compound to ensure absolute privacy for our guests.
Sitara houses 168 rooms with stunning views of forests bordered with lush
lawns and exotic flowers. Every themed floor has two exquisitely themed royal
suites with fantastic poolside and forest views. Our well appointed deluxe
rooms afford a bird's eyeview of the film city and the forests around.
FACILITIES AT THE CLUB INCLUDE:
Hotel Sitara offers guests all-inclusive services to cater to each and every one of
their needs. From basic housekeeping and, laundry services to a state of the art
gymnasium, a fully equipped sports club, discotheque and even a spa and
beauty centre, we've got something to suit every taste, need and requirement
DINING FACILITIES
Hotel has several options for quality dining:

Galaxy: multi-cuisine restaurant with an attached bar serving Indian,
Continental, Mughlai and Chinese cuisine.
Sholay: pool-side barbeque serving delicious kebabs.
Star Trek: well-stocked bar serving the choicest selection of drinks.
PREMIUM ROOM
 Room size: 20 m²/215 ft²

 City view
 1 king bed
 Air Conditioning
 Attached Bathrooms
 Hot & Cold Water
 Electronic Lockers & Safes
 Complimentary toiletries
 STD/ISD Dialling Facility
 In-Room Internet Connection
 Safe Locker
 Cable T.V. with Remote
 Bathtub
 Mini-Bar/Refrigirator
 Tea/Coffee Maker
 24-Hour Room Service
 Laundary & Dry Cleaning
 Wall-to-wall carpets
DELUXE ROOMS:

 City view
 1 double bed or 2 single be..
 Safe Locker
 Bathtub
THEME SUITE ROOMS

 Shower and bathtub
 1 single bed
 Safe Locker
 Bathtub
STUDIO SUITE ROOMS:

 City view
 1 king bed
 Safe Locker
 Bathtub
ROYAL SUITE ROOMS
 City view
 1 king bed
 Safe Locker
 Bathtub
TAJAMAHAL HALL-1
Facilities:
 Snacks and Coffee/Tea
 Lunch or Dinner
 Travel Desk
 Seating capacity 260 ( 2720 in sq.ft)
SAMARKHAND HALL- 2
Facilities:

 Lunch or Dinner
 Travel Desk
 Seating capacity 106 (1656 in sq.ft)
LAGAAN HALL-3
Facilities:
 Lunch or Dinner
 Travel Desk
 Seating capacity 84 (962 in sq.ft)
MAYFAIR HALL-4
Facilities:
 Lunch or Dinner
 Travel Desk
TERRACE HALL-5
Facilities:

 Lunch or Dinner
 Travel Desk
SANGAM HALL -6
Facilities:
 Lunch or Dinner
 Travel Desk
 Seating capacity 48 ( 630 sq.ft)
CHAMPION HALL-7
Facilities:
 Lunch or Dinner
 Travel Desk

CHAPTER -2
DEFINITION OF HOTEL
A commercial establishment providing lodging, meals, and other guest services.

In general, to be called a hotel, an establishment must have a minimum of six
letting bedrooms, at least three of which must have attached (ensuite) private
bathroom facilities. Although hotels are classified into 'Star' categories (1-Star
to 5-Star), there is no standard method of assigning these ratings, and
compliance with customary requirements is voluntary. A US hotel with a certain
rating, for example, is may look very different from a European or Asian hotel
with the same rating, and would provide a different level of amenities, range of
facilities, and quality of service.
DEPARTMENT OF HOTELS
Housekeeping Department
Housekeeping is an operational department in a hotel, which is responsible for

cleanliness, maintenance, aesthetic upkeep of rooms, public area, back area and
surroundings. A hotel survives on the sale of room, food, beverages and other
minor services such as the laundry
Engineering Department
Engineering department of a hotel has great importance in as much as it provides utility

services like electricity, steam, hot water, air-conditioning and refrigeration,
maintain engineering and services of various other equipment
Front Office Department
Hotels. At hotels, front office refers to the front desk or reception area or the
core operations department of the hotel. This would include the reception
and front desk, as well as reservations, sales and marketing, housekeeping and
concierge. This is the place where guests go when they arrive at the hotel.
Accounting Department
An accounting department provides accounting services and manages the

finances of a company. Its responsibilities include recording accounts, paying
bills, billing clients and customers, tracking assets and expenditures, managing
payroll and keeping track of critical tax documents.
Human Resource Department
A Human Resources Manager oversees the Human Resources Department of

a hotel. The Human Resources (HR) Department is responsible for the
employees of the hotel. It's their job to hire, fire, train and maintain employees
and employee relations.
Security Department
The security department of a hotel is organized like any other department. At

the head of the department is the director of security, who is responsible for
maintaining a safe environment for guests and employees. ... The number of
people required to staff this department depends on the size of the hotel.
Food and Beverage Department
In a hotel, the food and beverage department is an integral place. It is

responsible for the systematic distribution of food and beverages in the hotel
and in the other areas outside as required. An important role is played by this
department in the success of the hotel business.
ORGANIZATION CHART OF A FIVE STAR HOTEL
ROOM DIVISION ORGANIZATION CHART

Room Division Manager
As a Rooms Division Manager, you are responsible for overseeing all Rooms
Division operations to deliver an excellent Guest and Member experience. A
Rooms Division Manager will also be required to evaluate guest satisfaction
and set department targets and objectives. Specifically, you will be responsible
for performing the following tasks to the highest standards:
Executive Housekeeper
An executive housekeeper, co-ordinates between housekeeping crews to

inspect assigned areas to ensure standards are met. An executive
housekeeper manages many priorities and demands and is able to solve
problems, support staff, as well as perform the duties of a housekeeper when
required
Assistant Executive Housekeeper
The Assistant Executive Housekeeper supervises and coordinates activities

of room attendant, house attendant, public area cleaners and floor supervisors.
He / She assists in the managing and directing of the day–to–day operations of
all Housekeeping and laundry functions.
Floor Housekeeper
The Floor Housekeeper is responsible for maintaining the cleanliness and the
hygiene of the hotel premises. They are in charge of a team of cleaners, room
attendants and floor managers
House Keeper

minor services such as the laundry, health club spa and so on.
Housemen
A hotel houseman is the male equivalent of a female maid, both of whom are
also known as butlers and housekeepers. The role typically involves a range of
activities related to ensuring a hotel is kept clean, sanitized and well-stocked
with amenities
Contract Cleaning
Contract cleaners provide both general and specialized services which can
include general cleaning of public rooms, toilets, kitchens, provision of
bedroom cleaning services, periodic cleaning of walls, ceiling, carpets,
upholstery, windows, and different surfaces.
Laundry Manager
A Laundry Manager is responsible for running laundry departments day to day

operations and also to deliver an excellent Guest experience while managing
stock ordering and supplier relationships.
Laundry Staff
A Laundry Attendant is responsible for providing a constant supply of clean

linens for the entire hotel. Laundry attendants also may be responsible
for cleaning guests' personal items if the hotel offers a cleaning service
Uniform Supervisor
Supervises staff who purchase, collect, launder and maintain employee

uniforms. Implements policies for uniform services and ensures employees are
dressed professionally
Front Office Manager
A hotel Front Office Manager is tasked with making sure that the Front Office –
the place where guests first come into contact with the hotel and staff – runs
smoothly and effectively. Front Office Manager responsibilities include:
Managing and training the Front Office staff.
HOUSEKEEPING
Housekeeping Definition
The Housekeeping department takes pride in keeping the hotel clean and
comfortable, so as to create a ‘Home away from home’. The aim of all
accommodation establishment is to provide their customers with clean,
attractive, comfortable and welcoming surrounding that offer value for money.
Nothing sends a stronger message than cleanliness in a hospitality operation. No
level of service, friendliness or glamour can equal the sensation a guest has
upon entering a spotless, tidy and conveniently arranged room. Both
management and guest consider the keeping of the place clean and in a good
order a necessity for a hotel to command a fair price and get repeat business.
HOUSEKEEPING ORGANIZATION CHART
Trainee Trainee Trainee Trainee Trainee Trainee

The work and responsibilities at each level.
Executive Housekeeper / Manager of Housekeeping
The Executive Manager is the chief of housekeeping department. The

Deputy Housekeeper and Assistant Manager of Housekeeping report to him.
Their responsibilities include:
 Ensuring overall cleanliness and aesthetics of the hotel.

 Ensuring overall sanitation, comfort, and ambience of the hotel.
 Training the new joiners and motivate the existing employees.
 Modelling and establishing Standard Operating Procedures (SOPs) for
cleaning and decorating.
 Monitoring regular inventory of guest supplies and linen.
 Monitoring housekeeping equipment and hotel property.
 Evaluating employee performance, and handling their training,
promotions, and transfers.
 Organize flower arrangements for events.
 Presenting the estimate of the required budget to the General Manager of
the hotel.
Deputy Housekeeper
 The deputy housekeeper reports to the executive housekeeper. His/her
duties are:- Check and ensure that all guestrooms, public areas, back of
the house areas are clean and well maintained
Assistant Housekeeper
 Assistant Housekeeper supports the Executive Housekeeper. He/she is
responsible for the observation of quality standards and their
accomplishments. Particularly the controlling of the rooms´ cleanliness as
well as the public areas belongs to the duties of an Assistant
Housekeeper.
Supervisors of Housekeeping
 The supervisors report to the Assistant Housekeeper. Their positions and

their respective responsibilities include:
Floor Supervisor
 Issuing keys to the room attendants.

 Coordinating floor operations and tray clearance with room attendants.
 Inspecting rooms for readiness and reporting to the front office for the
same.
 Catering for VIP facilities and providing special supplies such as hot
drinking water,
Uniform Room Supervisor
 Providing clean, ironed, and fresh uniforms to the hotel staff.

 Suggesting procurement of any uniforms required.
 Checking repaired linen from tailor room.
 Keeping track of number and condition of uniforms.
Linen Room Supervisor
 Inspecting linen and sending it to the laundry.

 Checking linen from laundry and sending it for ironing.
 Maintaining linen influx and out flux register.
 Checking repaired linen from tailor room.
 Suggesting linen replacements if required.
Night Supervisor
 Ensuring provision of guest supplies such as water, extra bed, fans, or

towels.
 Ensuring the operating staff working at night is following all cleaning
SOPs.
 Supervising hotel area at night and ensuring cleanliness in all areas of
hotel.
Public Area Supervisor
 Ensuring that cleanliness is maintained at all times in public areas such as

lobby, lifts, parking, swimming pool, coffee shop, conference hall,
banquet hall, and restaurant.
 Ensuring banquet and conference halls are well kept and ready.
 Ensuring the concerned operating staff is available as per the schedule.
Storekeeper
 Reporting to the floor supervisor.

 Keeping the count of cleaning equipment and items such as cleaners and
detergents.
 Generating requisition to purchase the required material.
Operating Staff/Attendants
The positions and responsibilities of the Operating Staff/Attendants are

explained below.
Guest Room Attendant

 Reporting to the floor supervisor.
 Cleaning the guest rooms, guest bathrooms, and the corridors.
 Changing the linen of the guest room and guest bathrooms.
 Topping up the guest supplies.
 Making guest-room beds.
 Replenishing the hotel cleaner’s trolley with supplies and linens for the
next shift staff.
Uniform Room Attendant
 Collecting uniforms of staff at the end of every shift and maintaining

them to be used for the next time.
 Maintaining the shelves of uniforms and linens clearly.
 Giving and taking back the uniforms from the staff.
Linen Room Attendant
 Segregating the dirty linen according to its type and sending it to the
laundry.
 Keeping the track of linen count before and after laundry.
 Stacking towels, bed sheets, pillowcases, table napkins separately into
different sections of shelves.
Public Area Attendants
 Reporting to public area supervisor.

 Keeping the parking, lobbies, guest rooms, lifts, and corridors in best
maintained status.
 Keeping these areas smelling fresh and clean.
Night Shift Attendants
 Reporting any hotel safety issues to the night supervisor.

 Performing housekeeping duties during night.
Store Attendant
The storekeeper in the hotel has the main responsibility to receive, store and
issue supplies and equipment for the day to day hotel operations. Work closely
with purchasing department, ensure cleanliness of all work areas, keeping
storage and receiving areas clean and tidy at all times.
Qualities of Housekeeping Staff
There are certain professional qualities the housekeeping staff is required to

possess:
Personal Hygiene and Appearance
The housekeeping staff on duty must:
 Be well-groomed with high degree of personal hygiene.

 Have trimmed nails and hair, and clean uniform.
 Have a clean and pleasant appearance.
Communications skills
The housekeeping staff must:
 Conduct themselves with a cooperative attitude.

 Speak in a friendly but sincere tone.
 Speak clearly in audible voice of moderate pitch.
 Maintain polite eye contact while interacting with the hotel guests.
Interpersonal skills
For serving the guest and working for cleanliness, the housekeeping staff must:
 Possess right attitude.

 Have good listening skills to avoid any miscommunication.
 Be a good team player.
Personal skills and Traits
The housekeeping staff must:
 Be able to retain and pursue the demand of the guest until it is fulfilled.
 Be sincere and physically fit.
 Respect each hotel guest they are dealing with. They must conduct
themselves confidently and courteously.
 Have high integrity.
Function of Housekeeping

minor services such as the laundry
Importance of housekeeping
Housekeeping is an important department of the hotel industry especially

responsible for cleanliness, aesthetic upkeep of the rooms, maintenance, public
area, back area and surroundings. ... Other than the hotel industry,
professional housekeeping personnel are highly in demand in cruise liners and
luxury settings
Operation of house keeping
Housekeeping plays a major role in maintaining the standards of a hotel. Guest

chooses a hotel and expects a clean, comfortable and relaxing surrounding. In
addition to the tidiness and sanitary responsibilities; the department and the
housekeeping supervisors are responsible for scheduling, planning and keeping
a track of the inventory.
The role of housekeeping supervisors are scheduling jobs and tasks, assign
tasks, supervise the work and determine the areas where work is to be done. In
case of any complaints they make sure that they are taken care of and rectified.
Managers and Executive Housekeeper are responsible for supervision,
procurement, expense reporting and budgeting. They ensure that the standards
of a hotel are maintained at all times and train new hires. They are also
responsible for the safety and security standards.
Housekeeping is a crucial part for the growth of a Hotel or Hospitality Business.

Good standards ensure better sales and satisfied customers. Accommodation is
the most important factor in generating the revenue of a hotel. The effort this
department puts in has a direct impact on the guest’s experience in a hotel.
To become a Supervisor a student will need a Certificate, Diploma or Degree in

Housekeeping or Hotel Management with experience in the Housekeeping
Operations. Knowledge of computer is a must for supervisors and managers.
Institute training gives you the required skills and knowledge apart from the
practical experience needed. Lords Institute of Management, Surat, Gujarat
offers Managing Housekeeping Operations affiliated to American Hotel and
Lodging Educational Institute, USA. Lords Institute of Management has been
training students in Housekeeping Operations and Management ensuring the
industry requirements and standards are met.
A student aspiring to make career Abroad or Foreign Job will need to join a
Certificate course in Managing Housekeeping Operations affiliated to American
Hotel and Lodging Educational Institute, USA with one to two years of work
experience in 3 to 5 star hotel, which will provide him/her the necessary skills
Duties and Responsibilities Performed

House Keeping:
Now I have known that the duties of a hotel housekeeper are probably the most
important duties that take place in a hotel on a daily basis. If the housekeeper
has not done his job to expectations, the hotel could lose business. Hotel guests
expect their rooms to be cleaned with the utmost accuracy and attention to
detail. The cleanliness of a hotel is the key selling factor.
Starting the Workday
At the beginning of each workday, a hotel housekeeper will refill her wheeled
cart with fresh bath towels, hand towels, washcloths, fitted sheets, flat sheets,
pillow cases and any other linen required in each room. She will also refill her
cleaning supplies as well as her stock of coffee and other amenities that are
often left in guest rooms.
Stripping the Room
The first part to cleaning a vacant hotel guest room is stripping the room, which
consists of pulling all the blankets, linens and pillows off of all the beds in the
room in which the housekeeper is currently working. She will also take all the
used towels, washcloths, and other bathing linens out of the bathroom. She will
then have to ensure that these used linens get to the laundry to be properly
washed for reuse.
Garbage
Every hotel room has at least one garbage can in the room. The housekeeper
will have to empty the garbage can(s) in the room and replace the can liners
with fresh, unused liners. Before emptying the room trash, the housekeeper will
generally clean up any garbage lying around the room, such as tissues, candy
wrappers or other trash items the guest may have left in the room.
Making the Beds

Each hotel will have a specific style and way to make the beds in the room. This
style may be different between bed sizes. The housekeeper will make each bed
in the room according to the style mandated by the hotel. A fresh set of bed
sheets and pillowcases is used to make the bed for the next occupant.
Bathroom
The guest room bathroom gets some much-deserved attention. After each guest
checks out of the room, the housekeeper will thoroughly clean the toilet, sink,
bathing area and floor of the bathroom with industrial cleaner. The guest
bathroom is particularly important as this is the area often filled with germs.
There should not be a single inch left untouched in the bathroom, including the
walls.
Dusting
The room itself will receive a complete dusting from the furniture to the lamp
shades. Each item–including lamps, TV, phone and alarm clock among others–
is checked to be sure it is in proper working order. Amenities such as soap,
shampoo, and coffee are restocked throughout the room.
Finishing Touches
After the housekeeper completes all of the above, she will then vacuum the
room. Many hotels will use air freshener before informing the front desk staff
that the room is clean and available for the next guest.
Laundry: Duties and Responsibilities:
Pre Season Duties
 Clean and set up laundry and storage rooms for opening

 Clean all common areas for opening
 View all unit types in building and understand amenities in building
 Understand how everything operates in the laundry room, ie. Washer,
dryer, folding linen
Chemicals
 Understand the mountain and village layout and be able to give directions
 Any other reasonable request as made by a Central Reservations Manager
Laundry
 Carry laundry bags from floors in hotel to laundry room

 Clean, dry and fold all laundry
 Clean and maintain laundry room areas while keeping up with standards
set by the Housekeeping Supervisor and General Manager
 Distribute all linen and maintain any housekeeping supply rooms
Assist housekeepers when needed
 Ensure high level of customer service is maintained at all times
 Assist guests with all questions and reasonable requests
 Ensure accurate information is provided to all clients with respect to all

Big White and Central Reservations product
Other
 Maintain clean and tidy appearance

 Maintain clean and tidy work area
Any other reasonable requests as made by a Central Reservations Manager.
Housekeeping Operation:
There are three shifts. These are –Morning, Evening & Night shift.
 Morning Shift 07 AM to 04 PM
 Evening Shiftž 02 PM to 11 PM
 Night Shift ž 10 PM to 07 AM.
Every staff on every shift cheek the room. Clean the floor, making the bed and
wash the bathroom. Housekeepers are responsible for the cleanliness of all
rooms in such a way that a guest would not realize someone had just checked
out of the room earlier that same morning. You will also strip linen off each bed
and make each bed according to the hotel standards. The guest rooms are
meticulously cleaned and sanitized before a guest arrives. Smaller hotels may
require the housekeepers to do the laundry, which will require you to wash, dry
and fold all linens, including sheets, pillowcases, comforters, and blankets. As a
laundry person, you would be required to also remove stains that may be in any
linen, when possible.
Guest facilities provide

1. Soap
2. Shampoo
3. Tooth Brush and tooth pest
4. Toilet tissue and facial tissue
5. Glass and tray
6. Newspaper and magazine
7. Pan and paper
Cleaning agents:
 Trix
 Savlon
 Pure water
 detergent
 pollies
Cleaning equipment
 Mop
 Scribing
 Scruiser
 Hand brush and toilet brush
 Basket and bucket
 Buffing
 Tolly
Hotel Furniture
1. Bed
2. Dressing Table
3. Sofa
4. Chair and table
5. T-table
6. Wardrobe
7. Television
8. Telephone
CHEMICAL USED IN HOUSEKEEPING DEPARTMENT
Cleaning agents are the most critical aids of the housekeeping department in
their day to day operations to keep the room and public area neat and clean.
When it comes to Cleaning chemicals/agents Taski or Diversey products are

considered as the benchmark in the hospitality industry.
There are specific products which need to be used for each cleaning requirement
and these cleaning agents are given specific codes eg: R1, R2, R3 (The letter 'R'
Stands for 'Room Care'.) Etc. for ease of identification, recognition and use.
TASKI CLEANING AGENTS LIST - R1 to R9

TASKI R1 / Diversey R1 Cleaning and Sanitising of Bathroom / Toilet surfaces
TASKI R2 / Diversey R2 All-purpose cleaning agent / Hygienic Hard Surface Cleaner
TASKI R3 / Diversey R3 For Cleaning Glass and Mirror Cleaner
TASKI R4 / Diversey R4 For Furniture Polish and Cleaning / Furniture Maintainer
TASKI R5 / Diversey R5 Air Freshener / Room Freshener / Bathroom Freshener
Heavy-duty toilet bowl/urinal cleaner for the removal of

TASKI R6 / Diversey R6
limescale, stains and other residues.
For removal of oil and grease from floor / Non-abrasive cream

cleaner for water-resistant hard surfaces
Kettle Descaler - Highly effective acid based descaler for

kettles, kitchen equipment, shower heads etc.
Fully formulated cleaner for cleaning all fittings and walls in the
bathroom, sink, tub, tiles and fittings.
TASKI R1 / Diversey R1: Cleaning and Sanitising of Bathroom / Toilet
surfaces
Area to be cleaned:
All bathroom surfaces, sink, tub, tiles, floors and fittings
How to Dilute:
For cleaning: 20 ml in 1 ltr. water
For sanitizing: 50 ml in 1 ltr. water
Usage of this Cleaning Agent:
 Spray directly on the surface to be cleaned

 Leave for 2 seconds
 Scrub if necessary and wipe the surface with a clean and dry cloth
 Replace cloth regularly
TASKI R2 / Diversey R2: All-purpose cleaning agent / Hygienic Hard Surface

Cleaner
Area to be cleaned:
All types of floor and walls
How to Dilute:
Normal soiling: 20 - 40 ml in 1 ltr. water
Heavy soiling: 50 ml in 1 ltr. water
 Floor cleaner for glass and floor like Italian marble Can
be used for wet mopping as well as scrubbing with a
machine.
 Wet moping solution to be taken in bucket/mop trolley
 Rinse the mop frequently
 Alternatively, use scrubbing machine and pickup direct solution using a wet
vacuum cleaner
TASKI R3 / Diversey R3: Glass Cleaner and Mirror Cleaner
Area to be cleaned:
Windows, mirrors, glass display cases
How to Dilute:
20 – 50 ml in 1 ltr. water for cleaning all types of glasses and mirrors
 Spray directly on a dry clean cloth
 Apply to the surface and wipe with a clean dry lint free cloth
 Buffing dry
TASKI R4 / Diversey R4: Furniture Polish / Furniture Cleaning / Furniture

Maintainer
Area to be cleaned:
All wooden floors and furnishings
How to Dilute:
Ready to use, No need to dilute.
 Shake the bottle well before use.

 Spray on a soft dry cloth.
 Apply to the surface evenly and start buffing.
 Buffed the floor/surface to a high shine.
 Replace cloth regularly.
Note: Do not use on glasses, floors, stairs and laminated sheets
TASKI R5 / Diversey R5: Air Freshener / Room Freshener / Bathroom

Freshener
Area to be cleaned:
Offices. Corridors, washrooms
How to Dilute:
Ready to use, No need to dilute further.
 Do not spray directly on the floor

 Spray upward into the centre of the room as required
TASKI R6 / Diversey R6: Toilet bowl cleaner / Heavy-duty toilet bowl /
Urinal cleaner for the removal of limescale, stains and other residues.
Area to be cleaned:
Toilet bowls and urinals
How to Dilute:
Ready to use, No need to dilute further.
 Heavy duty toilet bowl and urinal cleaner.
 Do not use on stainless steel, enamel, marble and tiles.
 Flush around bowl especially around rim and bowl waterline.
 Direct nozzle under toilet rim and evenly over the surfaces.
 Leave for 5 – 10 min.
 Flush toilet.
 Push water level down with toilet brush.
TASKI R7 / Diversey R7: For removal of oil and grease

Area to be cleaned:
For removal of oil and grease from floor / Non-
abrasive cream cleaner for water-resistant hard
surfaces.
How to Dilute:
Normal soiling: 20 - 40 ml in 1 ltr. water
Heavy soiling: 50 ml in 1 ltr. water
 For wet mopping, take the solution, bucket
and mop.
 Rinse the mop frequently.
 Alternatively, use a scrubbing machine and pickup solution with a wet
vacuum.
TASKI R8 / Diversey R8: Kettle Descaler

Area to be cleaned:
Kettle Descaler - Highly effective acid based descaler for kettles,
kitchen equipment, shower heads etc.
How to Dilute:
 Ready to use, Not Dilution Required.

 Pour the required amount of product into the kettle.
 Add cold water to the maximum line and leave overnight.
 Rinse thoroughly with fresh cold water.
 Boil water once and then pour away before using again.
 Citric acid based - safe on surfaces, including plastic kettles.

 Suitable for descaling all kettles.
 Can be used neat for tough limescale deposits on shower heads/ tap bases.
TASKI R9 / Diversey R9: Removal of hard stains from Bathroom Walls and
Fittings
Area to be cleaned:
Fully formulated cleaner for cleaning all fittings and

walls in the bathroom, sink, tub, tiles and fittings.
How to Dilute:
50 - 100ml in 1 ltr. water, as per the staining
requirement
 Prevent scale dirt on wall fittings
 Spray directly on the surface to be cleaned
 Leave for 20 sec
 Scrub and drain plain water
 Wipe surface and polish all metal surfaces with a clean cloth
LAUNDRY
DEFINITION OF LAUNDRY
'Laundry' can be defined as a place where the washing and finishing of clothes
and other washable articles are carried out.
LAUNDRY CYCLE IN LAUNDRY OPERATION
a) COLLECTING SOILED LINEN
Room attendants will strip linen from beds and bath areas and put them into the
linen bags, which attached on the maid's trolley. Do not pile the linens on the
floor. These procedures are important to make sure that maid's will not misuse
the linen to clean spills and wipe smudges. Misuse of linens also can
permanently damage items that can leads to higher replacement costs. All the
linen will be send to the laundry either hand-carried or using cart. Runners who
carry the linen are not allowed to drag the linen on the floor because it can cause
accident. The linen carts must be free from anything that can tear the linen.
b) SORTING AND STAIN REMOVAL
Soiled linen should be sorted according to the degree of soiling, colours and
linen type. These types of sorting are important to prevent damage to the linen
and prolonged the life of the linen.
Sorting by degree of soiling
The linen divided into 3 categories which are:
Lightly Soiled
Moderately Soiled
Heavily Soiled
Heavily Soiled
Heavily soiled items require heavy-duty wash formula and need longer washing
time.
Lightly & Moderately Soiled
Lightly (bed sheets) and moderate (pillow cases) soiled linens are washed with
gentler formula and in fewer washing cycle.
Sorting make the cleaning process more efficient and maintain the quality of
linen. Without sorting, linen will be over processed and it will cause wastage of
detergent, energy, water and damage to the linen and fabrics.
Sorting by linen type
Different fibers, weaves , and color require different cleaning formula and
washing methods. By sorting according to the linen type we can ensure the right
temperature and formula for the fabrics. For example, wool requires mild
formula and gentle agitation.
Sorting by color or linen
The white items must be washed separately from other items. Colors should not
be washed with chlorine bleach. Newly colored linen should be washed
separately.
STAIN REMOVAL
ALCOHOLIC BEVERAGES
Firstly, soak the linen in cold water. Then, sponge with liquid detergent and
rinse. Put a few drops of vinegar in rinse water.
BLOOD
Soak in cold water then wash with detergent in warm water. If stains persist
soak in lukewarm water and add three tablespoons of ammonia to a gallon of
water (at least half an hour). Then wash with detergent again.
COSMETICS
Sponge with heavy detergent suds. Repeat until the stains are removed. For
some fabrics, wait until it dries to produce a better result.
EGG
For egg stain never use hot water because the stain will set permanently. If
dried, scrape using sponge with cold water and use detergent. Treat stains from
meat juice the same way.
PERSPIRATION
Sponge fresh stains with ammonia and older one with vinegar. You also can use
cleaning fluid.
c) WASHING PROCESS
WASHING PROCEDURES
After linen are sorted, laundry workers collect batches of laundry and deliver
them to the washers. Linen should be weighed to ensure that washers are not
overloaded. Weighing is also important for measuring OPL output. Laundry
worker at some hotels pre-treat soiled linen before washing them. Pre-treating
laundry takes a great deal of time and can increase labour costs dramatically.
Most OPL rely on chemicals used in the washer to clean linens. OPL washing
equipment requires workers to choose from as many as ten cycles and from a
range of detergents, soaps, and fabric conditioners.
FOUR BASIC QUESTIONS MAKE THESE CHOICES LESS CONFUSING AND

HELPS DETERMINE THE PROPER PROCEDURE :
TYPE OF CHEMICALS :
Hotel and other commercial OPL use many more chemicals to wash linens than
people use in their washing's at home. The hotel laundry 'fine tunes' its
chemicals to ensure an effective wash that leaves linens looking as close to new
as possible.
Water
Water is the major chemical used in the laundry processes. Two to five gallons
of water are used for every pound of dry laundry. Water that is perfectly safe to
drink may not be suitable for washing linens. Other chemicals can be added to
water to help it clean.
2. Detergents
The term detergent is actually a catch-all word of number of cleaning
agents. Synthetic detergents often contain surfactants. These chemicals aid soil
removal and act as antibacterial agents and fabric softeners. Builders or alkalis
are often added to synthetic detergents to soften water and remove oils and
grease. Neutral or pure soaps contain no alkalis, built soups do. Built soaps are
generally used on heavily soiled fabrics; pure soaps are reserved for more
lightly soiled items. Hard water reduces soap's cleaning ability and also leaves a
'scum' on fabrics that cause graying, stiffness and odor. Soaps are destroyed by
sours.
3. Fabric Brighteners
Brighteners keep fabrics looking new and colours close to their original shade.
These chemicals are often pre-mixed with detergents and soaps.
4. Bleaches
Bleaches cause strong chemical reactions that, if not carefully controlled, can
damage fabrics. Bleaches help remove stains, kill bacteria, and whiten fabrics.
Two kinds of bleaches :
Chlorine
Used with any washable, natural, colourfast fiber. Safe for synthetic and
destroys others. All synthetics should be tested chlorine bleach is used.
Oxygen
Oxygen bleach is much milder and generally safer to use and works best in hot
water and on organic stains.
There are 5 conditions for the use of laundry bleach
Know the strength of the bleach purchased.
The maximum strength of bleach in a machine should never exceed 5 grams
available chlorine per gallon of detergent liquid or 3 grams available chlorine
per pound of load.
Highest temperature should be 140 F.
The required amount of bleach should be diluted with water before adding to
the washing machine.
The diluted solution should be added as the machine rotates downwards, so that
the bleach is carried in the washing liquid immediately and not sprinkled over
the work, as would be the case, if the machine were rotating upwards.
5. Blue
It is very difficult to retain the whiteness of white linen and washed linen.
Eventually it becomes yellow white. This yellowness can be corrected by
applying a film of blue in the linen, which gives it the appearance of a better
white. It is not possible to make a dirty fabric look white by blueing. The effect
of blue would be able to make the colour further away from white, since the
blue is used to correct yellowness.
6. Alkalis
Alkali detergents lather better and help to loosen stains from the fabric. It is also
helps neutralize acidic stains.
7. Anticolours
Anticolours are used in rinsing to ensure that all the chlorine bleach has been
removed.
8. Mildewcides
It is used to prevent the growth of bacteria and fungus on linens for up to 30
days. These stains are damage linens due to dampness and moisture.
9. Sours
Sours are basically mild acid used to neutralize any residual alkalinity in fabric
after washing and rinsing.
10. Fabric Softener
Softeners make fabrics more supple and easier to iron and fold. They are added
in the final washing cycle. They reduce flat work ironing, speed up extraction,
reduce drying time and reduce static electricity in the fabric.
d) DRYING
Dryers finish the process of moisture removal. The general rule is that two
dryers are required for every one washer; some properties stretch this to three
dryers for every two washers. Since drying time is longer than washing time,
often more than twice as long, more dryers are needed for efficient operations.
As with washers, it is important to have sufficient capacity and automatic
controls.
Do not switch on the dryer before using because it will cause hot spots and can
damage the fabric.
Tumble dryer is the most popular. It has two drums, the first drum produces the
hot air and the second spin linens after washing.
There are three levels of temperature; low, medium and high. This dryer also
has a time controller that is from 0 to 60 minutes.
After the drying process, it must be followed by cooling process to avoid
damage and wrinkling. It will also help the workers to take the linens out easily
because cooling process can decrease the heat of the lines.
e) IRONING
The purpose of ironing is to tidy up the linens and to ensure the linens are free
from wrinkle.
Sometimes pressing must be done.
The linens such as bed sheet, pillow cases, table cloth, and napkin must be a bit
moisture before putting it in the flatbed iron. Ironers roll over the item; pressers
flatten the item.
Laundry must be free of soils, well rinsed and have a slight amount of moisture
when it is fed into an ironer or placed on a presser.
Soil and chemical residues can adhere to the equipment's surface and result in
stains on the fabric or cause items to roll.
TYPE OF IRON
A) STEAM IRON
Steam iron is not suitable for all types of linens for example 'acrylics'.
Use a clean container to avoid dirty mark on the line.
B) ROTARY IRONER / FLATBED IRON
This machine has a spinning steel heater. The flat fabric is placed in between the
steel heater and it will automatically press the fabric.
The advantage of this machine is it saves time during pressing but it is very
expensive and need a wide space for ironing.
C) FLATBED PRESS / DRY CLEANING
Fold the bed sheets and tablecloths before pressing.
Heated the machine before using.
D) DRY IRON
All irons are equipped with the thermostat to control the electricity to the heater
in different temperature.
Make sure the linens are dry before pressing because it will make the linens
rough.
f) FOLDING
The simplest folder anchors one end of the item so that it can actually complete
the drying process and iron the item even stack it. Some also have spreader
function that actually spreads out the item as it is fed into the machine.
Folders with special counters free up attendants from the tedious job of having
to count out how many napkins, sheets, or tablecloths are run through before
adjusting the machine to a different width and / or length. Computerized units
are self-adjusting.
A master count of work can be set each day. Units without these features require
the attendant to preset the quantity to be folded, and then rest it once adjustment
is made for producing a different length or width.
Small properties that do not have large or varied volume of laundry do not need
such fully automated machinery. However, in large properties, speed and
accuracy increase productivity markedly.
g) STORING
Let the linens rest for a day before using. This will increase linen life and
decrease wrinkles.
h) DELIVERING
Transferring linens to use area.
Keep the clean and folded linens off the floor. Do not jam a stack of linens into
the room attendant carts or onto shelves ( may tear or wrinkle them )
CHAPTER -3
FRONT OFFICE
DEFINITION OF FRONT OFFICE
Front Office Department plays a vital role in a hotel, and it is the face of a hotel
or hospitality establishment. It is the first and the last department where a guest
interacts. The Front Office Department is responsible for creating first hand
impressions regarding the level of services and facilities provided. The Front
desk is responsible for answering enquiries, directing queries to correct
personnel/department.
FRONT OFFICE ORGANIZATION CHART

Hotel Front Office Sections
Front office department manager heads the team of staff working on various
activities and responsibilities in the front office department. Few prominent
activities that the front office staff is involved in are −
 Reservation − It includes handling request of customers for reserving
accommodations.
 Reception − It includes receiving the guests according to the highest
standards and registering them appropriately. It also includes bidding the
guests off.
 Guest Services − They are also known as Uniformed Services. It
includes personalized guest services such as −
o Handling guest luggage.
o Handling guest mail.
o Delivering newspapers in accommodations.
o Paging the guest inside the hotel (locating the guest in the hotel).
o Arranging for a doctor in emergency.
o Parking guest’s automobiles.
o Arranging for reservations at the places of entertainment outside
the hotel.
 Accounts − It mainly includes a front office cashier and a Night Auditor.
The cashier is responsible for handling guest payments. He typically
reports to the accounts manager rather than the front office manager.
The night auditor performs the duties of front desk reception as well as
accounting partly during the night shift. He needs to report to the heads
of both departments, front office, and accounting.
 Communication − It involves handling communication among various
other departments and guests of the hotel
Ranks and Responsibilities
Let us discuss a few prominent ranks in the front office department and their
respective responsibilities −
Reservation Manager
In the context of hotel, the term reservation is used for booking a particular
accommodation in the hotel by a guest for a period of time. Reservation section
does not directly deal with the guests.
Some important tasks a reservation manager is responsible for are −
 Having knowledge about the reservation systems.

 Providing and updating information on tours, prices, and itineraries.
 Reviewing daily hotel reservations.
 Preparing occupancy forecast.
 Updating travel agent rates in the system.
 Handling correspondence with outside travel agencies.
 Allocating daily tasks to the reservation staff.
 Ensuring special deals with repeat guests, VIPs, or guest groups.
 Training the staff under hand.
Reception Manager
Following are some prominent roles and responsibilities of the reception
manager −
 Dealing with arrival and departure of the guests.
 Welcoming the guests, escorting them to the room, and seeing them off.
 Ensuring professional greeting of clients, visitors, and guests.
 Coordination with housekeeping department for cleaning rooms.
 Filling registration cards for the guests with reserved accommodation or
help the guests to fill it up.
 Arranging surprise gift for the guests on their special days.
 Training of receptionists.
 Handling appraisals and performance rewards of the staff.
 Reviewing current standards of front office services and procedures, and
implementing new practices if required.
 Ensuring and Scheduling front office desk staff.
 Managing VIP functions and events taking place in the hotel.
 Upgrading software if required.
 Updating backup database regularly
Guest Services Manager

The responsibilities of the guest service manager include −
 Handling guest mails, letters, and couriers.

 Ensuring guest messages are delivered at the right time.
 Training the guest service staff such as concierges, bell staff, wallet
parking staff, and porters.
 Maintaining guest service suggestion cards and guest complaints.
 Scheduling and appraising guest service staff.
 Ensuring the staff delivers services, accurately and timely.
Night Audit Manager

This manager works during the night hours. The typical responsibilities of a
night audit manager are &mnus;
 Posting accommodation charges, taxes, and other paid services such as
restaurant, Internet charges to each guest's account accurately.
 Taking the responsibility as a duty manager for night shift.
 Settling guest accounts if required.
 Authoring security of the hotel during night shift.
Communication Manager
The communication manager is responsible for −
 Keeping in check all communication facilities such as PBX, facsimile,

internet in the hotel.
 Training and scheduling telephone operators in case of large hotels.
 Ensuring immediate delivery of fax to the guests, if required.
 Appraising telephone operators.
 Changing the communication systems to the latest technology for easy
use.
Function of Front office
The Front Office function of a Hotel is to act as the public face of the hotel,
primarily by greeting hotel patrons and checking in guests. It also provides
assistance to guests during their stay, completes their accommodation, food and
beverage, accounts and receives payment from guests
Importance of Front office
Front Office plays a critical part in Tourism and Hospitality Industry. This is
because of the fact that the front office is the first and last point which interact
with the client. Front office called so because they are situated at the front near
the entrance of the hotels. Any information related to the customer can be
obtained from the front office of the hotel. The front desk can assist in giving
help to the customers and direct to the correct person for solving the complaints.
Front Office Operations

There are two categories of Front Office Operations −
Front-House Operations
These operations are visible to the guests of the hotel. The guests can interact
and see these operations, hence, the name Front-House operations. Few of
these operations include −
 Interacting with the guests to handle request for an accommodation.

 Checking accommodation availability and assigning it to the guest.
 Collecting detail information while guest registration.
 Creating a guest’s account with the FO accounting system.
 Issuing accommodation keys to the guest.
 Settling guest payment at the time of check-out.
Back-House Operations
Front Office staff conducts these operations in the absence of the guests or
when the guest’s involvement is not required. These operations involve
activities such as −
 Determining the type of guest (fresh/repeat) by checking the database.

 Ensuring preferences of the guest to give a personal touch to the service.
 Maintaining guest’s account with the accounting system.
 Preparing the guest’s bill.
 Collecting the balance amount of guest bills.
 Generating reports.
CHAPTER -4
MAINTENANCE
DEFINITION MAINTENANCE DEPARTMENT
The role of a hotel's maintenance department is to ensure that

all facilities and equipment are maintained in good condition and are
functioning smoothly so as to reduce the risk of interruptions to the running of
the hotel. ... In much the same way, well organised data is essential for
good hotel maintenance
The Maintenance Department is responsible for the proper operation of all

campus buildings and their mechanical subsystems. The department and its sub-
department, Grounds, assumes responsibility for the basic functioning of the
campus facilities and stewardship of the campus grounds.
MAINTENANCE DEPARTMENT ORGANIZATION CHART
Chief
Engineer
Shift Engineer
Elctrical Mechanical Civil Works HVAC

Supervisor Supervisor Supervisor Supervisor
Generator HVAC
Lift Mechanic Maison
Mechanic Machanic
Swimming
Electrician Plumber
Pool Mechanic
Electronic Boiler
Carpenter
Mechanic Mechanic
CHIEF ENGINEER
Duties and responsibilities of Chief Engineer in a hotel .The chief engineer is

responsible for purchase of all machines and equipment, paints, oils, lubricants,
grease, other raw materials and tools and instruments
Duties and responsibilities of Chief Engineer in a hotel
The chief engineer is responsible for purchase of all machines and equipment,
paints, oils, lubricants, grease, other raw materials and tools and instruments.
The chief engineer invites tenders and quotations, negotiates, finalize and
awards the contract for maintenance and other works.
Budget:- Estimated expenditure on staff salaries and allowance, maintenance

contracts, training, purchase of equipment, materials, tools, instrument and
furniture.
Manpower Planning: - Estimating required technical manpower coordinating

with personnel department to recruit additional manpower required.
Training and skill development of staff and employee under him.
Drafting, finalizing and implementing maintenance schedule through system of

complaint registers and work orders.
Processing of bills: - include bills for water, electricity, fuels etc.
Coordinating, supervision and inspecting:- Scheduled inspection and surprise

inspection.
· Administrative Assistant handles phenomenal amount of paper work,

record keeping, parts ordering, purchase order, inventory, payroll and job
assignments and dispatch is an essential full time position. Schedule of work
will enable response to issuing departments on a timetable. This position only
reports only the director of engineering.
· Assistant director of engineering must be able to take instant decisions

and operate the department effectively. This position has full authority over the
department’s operation and the shift engineers and technicians / engineers. This
position reports to the director of engineering and, in absence of that to the
general manager.
· The shift engineer are normally the ‘runners’ that carry the radio or paper
and their primary function is to respond to the day to day maintenance requests
generated by the housekeeping department of PBX or those that may be
assigned to them. A direct verbal request by a guest is given first priority. Fire
or flood situations is first priority always.
· The technicians / engineers are those general workers whose skills are
utilized by the assistant director of engineering for those jobs outside the of the
scope shift engineers, requiring longer time to complete or any more extensive
SHIFT ENGINEER
Shift Engineer or Shift Technician, he/she is responsible to support the

whole engineering team and to ensure that the engineering and maintenance
operations within the hotel, including general property maintenance, are
working properly and up to the hotels operating standards.
You are also responsible to keep all equipment in good repair providing
day-to-day maintenance support to the hotel. Additionally, work towards and
support the improvement of engineering service to guests, other departments
and colleagues.
Shift Engineer Duties and Responsibilities:

1. Complete maintenance work orders from all departments on a timely basis
by following hotels standard operating procedures.
2. Perform day-to-day routine and preventative maintenance within the hotel
rooms and public areas.
3. Respond promptly and efficiently to any maintenance calls that arise either
by the guest or other departments.
4. Respond courteously to guest requests promptly and resolve matters to the
guest’s satisfaction.
5. Able to prioritise the maintenance issues e.g.: to attend the breakdown of
plant and machinery on priority.
6. Perform maintenance activities in the guest rooms and public areas
including electrical equipment, plumbing and Air conditioning
7. Program TV's and perform general housekeeping and engineering-related
inventory duties.
8. Test, troubleshoot and perform basic repair on all types of equipment.
9. To monitor fire Alarm / Life Safety System systems as necessary, to be fully
informed of the system operation and to handle emergencies involving the
systems.
10. Understand and operate electrical, plumbing, refrigeration, and water
systems.
11. Communicate with different departments and to provide them with
information and assistance.
12. Check for new maintenance requests e.g.: OOO - Out of Service and OOO -
Out of Order from the PMS (Property Management System) and update
remarks once the task is completed.
13. Able to use your wits and technical abilities to solve problems and make
repairs effectively and efficiently.
14. Execute the preventative maintenance schedule and ensure all equipment
and designated areas are maintained to the required standard.
15. Inform Asst. Manager Engineer of recurring complaints so that general shift
staff can rectify the problems on the permanent basis.
16. Responsible to take decisions when the engineering chief and Assistant
manager are not available.
17. Maintain all tools, equipment, and working areas in good condition.
18. Maintain the engineering working area and control desk in a good condition
always.
19. Maintain maintenance inventory and requisition parts and supplies as
needed.
20. Train and instruct other members of the staff through sharing of knowledge
and skills.
21. Attend all firefighting classes and to obtain a thorough knowledge of
firefighting appliances.
22. Perform any other job assigned by the management as and when required.
Prerequisites:
 A passion for delivering great customer service.

 Excellent guest relations and communication skills required.
 Ability to read and understand test equipment, measuring devices, and
safety manuals.
 Ability to work without close supervision and within established time
frames.
 Demonstrable electrical experience and current working knowledge of
general maintenance and engineering work
 Experience in general trades such as light plumbing, minor electrical,
painting & drywall, general repairs required.
FUNCTION OF MAINTENANCE DEPARTMENT
The role of a hotel's maintenance department is to ensure that all

facilities and equipment are maintained in good condition and are functioning
smoothly so as to reduce the risk of interruptions to the running of the hotel.
Importance of Maintenance department
The Importance of Having Well Organised Information in Corrective

Maintenance Every corrective maintenance intervention in a hotel should be
registered to help identify the source of any given failure. Recording these
interventions allows hotels to correct operational procedures, to identify the
improper or excessive use of equipment as well as other causes of repeating
malfunctions.
OPERATION OF MAINTENANCE DEPARTMENT
Operations management is an area of management concerned with designing

and controlling the process of production and redesigning business operations.
The role of a hotel’s maintenance department is to ensure that all facilities and
equipment are maintained in good condition and are functioning smoothly so as
to reduce the risk of interruptions to the running of the hotel.
Having access to high quality information brings a competitive edge to any

enterprise as it is the key to all decisions, the basis for knowledge acquisition
within the company and the instigator for new business ideas. In much the same
way, well organised data is essential for good hotel Maintenance .
ELECTRICAL SUPERVISORS
Electrical supervisors are experienced electricians who lead, motivate,

monitor and oversee a team of electricians to ensure they produce quality work.
They provide technical guidance regarding the installation, maintenance and
repair of electrical systems. Prospective electrical supervisors should seek an
associate's degree in an engineering or technical field or a bachelor's degree for
the possibility of greater career options.
Electrical Supervisor Duties
Common job duties for electrical supervisors include making schedules,

assigning work and training employees. Electrical supervisors motivate
electricians to increase their productivity and meet work goals. They also ensure
the proper maintenance of equipment, compliance with electrical codes and
adherence to safety regulations. Electrical supervisors assist with electrical
system installation, troubleshooting and repair as needed. Designing electrical
systems and circuits, as well as contributing to improved designs and
manufacturing processes are other common job functions.
In addition to supervisory duties, electrical supervisors commonly have

administrative duties. They may purchase supplies, ensure adequate inventory,
plan budgets, prioritize purchases, prepare cost estimates and document their
purchases. They may also keep records of electrical operations, payrolls and
timesheets. Some electrical supervisors play a role in hiring, firing and
evaluating employees.
Electrical Supervisor Requirements
Employers require that electrical supervisors have at least an associate's

degree in a technical or engineering-related field; however, those with a
bachelor's degree will be more attractive to potential employers. Opportunities
may also be available to complete an apprenticeship. Along with education and
training, prospective electrical supervisors also need to have relative experience
in the field.
Familiarity with electrical systems, tools, equipment, codes and safety

procedures are also important. Electrical supervisors may need to be familiar
with computer software programs, such as Microsoft Office and CAD
(computer-aided design). Some employers may also require troubleshooting
skills and familiarity with hazardous classifications.
Salary and Job Outlook
In May 2018, the U.S. Bureau of Labor Statistics (BLS) reported that
first-line supervisors of construction trades and extraction workers, including
electrical supervisors, earned a median annual salary of $65,230. The BLS
projected jobs for these supervisors would increase by 10% over the 2018-2028
decade.
An electrical supervisor must carry out various administrative tasks on

top of their supervisory role, which can include maintaining supply inventory,
budget planning, and estimating project costs. It is also necessary for electrical
supervisors to be proficient with computer-aided design software and Microsoft
Office. Relevant work experience may be gained through an apprenticeship
program, and the BLS reports that job opportunities for these professionals
should see positive growth between 2018-2028.
Mechanical Supervisor
The main duty of a Mechanical Supervisor is to oversee repair and installation

work conducted by mechanics in various industries. A Mechanical Supervisor
conducts inspections, ensures that safety procedures are being adhered to and
maintains inventory of machine parts. He or she will create work performance
reports, document the production of mechanics and hire and discipline
employees as needed.
Mechanical Supervisors are mainly employed in production or manufacturing;

examples include car manufacturers, aircraft maintenance or machine shops. As
reported by the Bureau of Labor Statistics, the employment rate for industrial
production managers, including Mechanical Supervisors, is expected to decline
4 percent over the 2014-2024 period. A continued trend in outsourcing
production jobs to other countries plays a role in this projected decline.
Mechanical Supervisor Duties and Responsibilities
Mechanical Supervisors must manage various tasks to find success in this

position. We looked at several job listings and other resources and found the
following to be core Mechanical Supervisor duties and responsibilities.
Oversee Mechanics Schedules and Job Orders
One of the main responsibilities of a Mechanical Supervisor is to assign jobs to

mechanics and create schedules to ensure that coverage for possible machine
breakdowns is maintained at all times. Mechanical Supervisors will also oversee
the training of mechanics.
Evaluate Mechanics Work and Performance

Mechanical Supervisors inspect machinery installed and repaired by mechanics.
They maintain logs of machine repair and maintenance, conduct job
performance assessments and keep track of mechanic production.
Ensure Compliance with Safety Practices
A main responsibility of Mechanical Supervisors is to review the safety

practices of mechanics and ensure that all employees are following company
and federal safety guidelines. Mechanical Supervisors will design safety
programs and conduct safety training.
Maintain Inventory
A Mechanical Supervisor must ensure that parts for repairs and installation are
kept on hand at all times. This will involve keeping inventory records and
ordering parts as needed.
Mechanical Supervisor Skills
To be successful in this field, a Mechanical Supervisor must possess strong

organizational, problem solving and verbal and written communication skills.
They should be detail-oriented leaders who can meet deadlines and work with
diverse employees. It is important that Mechanical Supervisors possess the
ability to work independently, with little or no supervision. In addition to these
abilities, potential employers might seek Mechanical Supervisors with the
following skills.
CIVIL WORKS SUPERVISOR
Civil Supervisors monitor civil construction projects. They oversee activities

such as building bridges, repairing highways and doing construction on airports.
While Civil Supervisors may have an office, much of their time is spent on
construction sites to make sure all parties involved are performing up to par.
They are leaders who have worked their way up to this position from earlier
experience in civil engineering and public works.
The safety and usability of our nation’s infrastructure are important to everyone.
People depend on dams holding, bridges staying stable and pipes delivering
clean water. Thus, civil projects often take priority even in slow economic
times. Because of this, job prospects for Civil Supervisors should be promising.
The Bureau of Labor Statistics projects 11 percent growth in the employment of
civil engineers between 2016 and 2026.
Civil Supervisor Duties and Responsibilities
Part civil engineer and part manager, Civil Supervisors serve as both fountains
of knowledge and project organizers. From our analysis of job postings, core
responsibilities for Civil Supervisors include the following:
Supervise Construction Activities
Civil Supervisors familiarize themselves with all aspects of the project, from
structural drawings to budgets to deadlines. They make sure all parties are doing
what they are supposed to do, and they carry out visual inspections of work
completed. If construction affects the activity of the general public, Civil
Supervisors figure out adjustments, such as rerouting traffic.
Solve Problems
From contract disputes to materials not arriving on time, Civil Supervisors

handle situations as they arise to limit tensions and disruptions.
Maintain Safety and Legality
From start to finish, Civil Supervisors make sure the work being performed is
structurally sound. They follow governmental regulations, address
environmental issues and comply with local codes. When state and federal
inspectors visit the site, Civil Supervisors may lead them around and answer
questions.
Communicate
Civil Supervisors act as a liaison between groups, such as carpenters and

pipefitters. They also may need to provide reports to project engineers and
others who monitor progress or make changes to plans.
Civil Supervisor Skills
Besides being talented civil engineers, Civil Supervisors must possess

leadership skills so people will stay on task and work hard to get things done.
They also must be outstanding organizers capable of working within budget and
time constraints. Other skills Civil Supervisors are likely to possess include:
Multitasking to watch over different teams and activities at the same time
Exhibiting calmness and diplomacy to ease tensions when conflicts and
problems arise
Attending to detail to ensure nothing slips through the cracks
Focusing on safety at all times
HVAC SUPERVISOR
HVAC service supervisors provide advice and assistance where needed. They
review and inspect all work carried out by their team both before and after
completion. They also ensure that all work is undertaken according to standards
and procedures, and health and safety policies followed.
Serves as HVAC Supervisor and will be responsible for all installation,

maintenance, and repair of heating, ventilation, and air conditioning units and
associated air handling, chilled water distribution, and environmental control
systems. Incumbent plans individual jobs and long-term work operations,
develops a preventive maintenance program, and controls the quality of repair
work. Responsibilities also include designing smaller air-conditioning systems,
designing modifications to existing systems, reviewing plans and specifications
for contracted work, and reviewing the work of outside contractors. Will also be
expected to resolve most problems exercising discretionary judgement and
analysis even in the most complex situations.
Performance Responsibilities:
• Receives oral or written work requests and sets priorities

• Assigns personnel to jobs
• Reviews all work orders before and after completion
• Maintains budget, records and files, and prepares reports
• Supervises major overhaul or installation of environmental control systems
to assure that work is carried out according to plans and specifications
• Conducts a quality check of work in progress or upon completion to assure
acceptability
• Oversees repair and replacement of faulty thermostats, wiring and controls,
and compressors
• Reviews the work of contractors for adherence to plans and specifications
and for quality assurance
• Informs staff in the proper use of tools, and proper work procedures
• Keeps records of work orders, inventory and expenditures
• Estimates and orders needed equipment and supplies
• Determines the appropriate HVAC equipment
• Designs air flow control systems
• Designs modifications to existing systems to achieve efficient operation
• Reviews plans and specifications for new construction to determine
compatibility with existing equipment or acceptability of design
• Coordinates work with other trades as needed
• Provide technical assistance to mechanics when requested
• Recommends persons to be hired, disciplined, discharged, or promoted
• Performs other duties/special assignments as required or to meet the ongoing
needs of the department
Skills:
 Thorough knowledge of heating, ventilation and refrigeration theory

 Considerable knowledge of the design and operation of centrifugal and
reciprocal compressors
 Considerable knowledge of the design and operation of pneumatic control
systems
 Considerable knowledge of the practices, methods, materials, and
equipment used in the maintenance and repair of HVAC equipment
 Working knowledge of electricity
 Ability to diagnose equipment malfunctions and prescribe repair procedures
 Ability to train and supervise others
 Ability to prioritize, plan, assign, coordinate and direct the work of HVAC
mechanics and crew leaders
 Ability to design smaller systems or design modifications to larger systems
 Ability to review and critique plans and specifications for HVAC and
environmental control systems
 Coordinating skills to schedule work so classes are not interrupted; maintain
records of time and materials used on all jobs
 Analytical skills to diagnose HVAC problems; and to understand and work
from blueprints, schematics, sketches or pencil drawings
Problem Solving:
• Problems solved are HVAC related; incumbent plans and carries out
successive steps and resolves
• problems and deviations in accordance with instructions and accepted
practices
Communication:
• Contacts are made within and outside of the organization to obtain and relay
factual information
Working Conditions:
• Work is performed inside heated, well-lighted building and outside where

temperature extremes can
Exist
• Risk of injury from shock or falls; noise from machinery; insulation and dust
from ceilings are unpleasant; safety rules, training or protective equipment
are required
Physical Demands:
• Work is performed while standing, sitting and /or walking.

• Requires the ability to communicate effectively using speech, color vision
and hearing.
• Requires the use of hands for simple grasping and fine manipulations.
• Requires bending, squatting, crawling, climbing, reaching.
• Required to exert physical effort, e.g., transporting materials or equipment or
lifting, moving, carrying object less than 30 pounds.
Experience:
• Minimum of three to five years of direct supervisory HVAC service

experience. Considerable experience in the installation, maintenance, or
repair of HVAC and related environmental control systems
Education Required:
• High school diploma

• Successful completion of technical school or completion of HVAC
apprenticeship or an equivalent combination of education and experience
Special Requirements:
• North Carolina H1, H2, H3 HVAC license preferred

• Yearly code certification
• Valid North Carolina's driver's license
• Will be driving company vehicle - must have good driving record
• Maintain clean and neat vehicle
• Report maintenance needed and schedule repairs
LIFT MECHANIC
The position of lift mechanic is a full-time, year round, job with a significant
amount of responsibility attached. Lift mechanics install, maintain, repair and
troubleshoot lift equipment as well as assist lift operations with the start up and
shut down of the lifts daily
GENERATOR MECHANIC
Appointment against this post is on a local basis. External candidates will be

considered only when no suitable internal candidate from the duty station is
identified. The candidate is responsible for any travel expenses incurred and
visa or work permit issues in order to take-up the appointment. Staff members
are subject to the authority of and assignment by the Secretary-General. All staff
are expected to move periodically to new functions in their careers in
accordance with established rules and procedures.
Carry out installations on small and large capacity generator sets and related
equipment. Carry out scheduled and routine maintenance, emergency repairs
and overhaul of generators (static/mobile), including the installation of auxiliary
fuel systems, such as tanks, transfer pumps and pit works. Responsible for
installing and maintaining generator sets and related equipment within UNMIS.
Responsible for applying engineering standards and practices in the installation
and maintenance of generators.
Responsible for the safe and efficient use of tools and specialized equipment
Perform other duties as required.
CHAPTER -5
SALES AND MARKETING
DEFINITION OF SALES AND MARKETING DEPARTMENT
A Sales and marketing manager in the hotel industry is responsible for

maximizing a hotel’s revenues by developing programmes to increase
occupancy and make profitable use of its accommodation, meeting and leisure
facilities.
The manager must maintain awareness of the factors that influence the hotel
industry and gain a deep understanding of the needs and attitudes of a hotel’s
customers.
A manager will be responsible for coordinating marketing and promotional

activities to meet customer needs, working closely with other hotel staff to
ensure customers are satisfied with the facilities and their time there.
The Sales and marketing team has a substantial influence on the profitability of
the business.
He or she have to define roles that reflect the strengths of your products and
assign responsibilities for achieving the sales performance required by the
company
SALES AND MARKETING DEPARTMENT ORGANIZATION CHART
GENERAL MANAGER
The General manager is responsible for all aspects of operations at

The hotel, to day-to-day staff management and guests. He / She should be an
ambassador for the brand and your hotel. ... Responsible for managing
the Hotels management team (HOD's) and overall hotel targets to deliver an
excellent Guest experience
DIRECTOR OF SALES AND MARKETING
The Director of Sales (& Marketing) is the head of the sales department.
He/she is in charge of training and supervising of the hotel´s sales (&
marketing) team.
SALES MANAGER EVENT & BANQUETS
Banquet Sales Managers work in hotels and handle operations

in banquet rooms. Typical duties listed on a Banquet Sales Manager resume
are allocating budgets, ensuring high quality of service, setting weekly
schedules, maintaining records, greeting guests, training staff, and ordering
supplies.
SALES EXECUTIVES EVENTS & BANQUETS
Overall responsibility of Sales Generation for High End / Exclusive Banquets &
Events Achieve the Annual Sales Budget ,Growth of business through retention
of key accounts & developing of new accounts in Corporate Sector for Banquets
& Events, Be a one point of contact & a consultant to guest from the first call
till the day of the event
Contracting bookings and raising invoices, Responding to and coordinating all
internal meeting requests, Assisting in implementing the sales strategy as set by
the Sales manager
Plan and carry out direct sales activities as per agreed budgets, sales volumes
and values
SALES COORDINATORS
Hotel sales coordinators work within a hotel's marketing and events

department, supporting and coordinating the booking of hotel facilities. Typical
job tasks may include: Answering questions about a hotel's event options over
the phone or via email. ... Event planning assistance
TRAVEL AND TRADE MANAGER
The Travel Trade Manager will work directly with the Director of Travel Trade
Marketing and Country Directors to maintain Visit California's travel trade
programs as it relates to the promotion of California as a travel destination in all
key Visit California's international markets. These programs include consumer-
oriented advertising initiatives with trade partners, tradeshows, sales missions,
familiarization tours, agent training and other initiatives for the global travel
trade industry.
SALES EXECUTIVES TRAVEL AND TRADE
A manager of travel trade sales is responsible for promoting a destination to

travel agencies and tour companies. Government agencies, private consulting
and research firms and professional associations all employ these managers.
They may travel frequently, exploring new destinations and discovering travel
attractions.
SALES MANAGER CORPORATE ACCOUNTS
As a Sales manager Accounts you are responsible to develop and foster business
through pro-active direct sales, marketing, telemarketing, direct mail,
appointment calls and tours of the hotel. Also develops strategic action plans for
hotels to drive measurable, incremental sales revenue
SALES & EXECUTIVES CORPORATE ACCOUNTS
A corporate sales executive can be a part of the organizations' feet on

street sales team or telesales team and can be selling products like automobile
parts or services like financial advisory services.
FUNCTION OF SALES AND MARKETING DEPARTMENT

maximizing a hotel's revenues by developing programmes to increase
facilities. ... The Sales and marketing team has a substantial influence on the
profitability of the business
IMPORTANCE OF SALES AND MARKETING DEPARTMENT

maximizing a hotel's revenues by developing programmes to increase
facilities. ... The Sales and marketing team has a substantial influence on the
profitability of the business.
OPERATION OF SALES AND MARKETING DEPARTMENT
T he sales and marketing department is generally composed of a director of

marketing and a director of sales (or one person with both titles) who, in turn,
manage a team of sales managers. In many hotels, entry-level sales positions are
titled account executives or sales associates. Another entry point may be as a
sales and marketing assistant or researcher.
The task of this department is quite simple-they must sell the hotel facilities,
hopefully well into the future. There is generally not a great deal of career cross-
over from sales to marketing, though the converse may be true. After gaining a
couple of years experience in one of the above entry-level positions, the next
step would be to sales manager (this may or may not have a specific geographic
or market segment attached to it). From sales manager, one would aspire to
director of sales, or if with a chain, to a regional sales position, which would
involve selling a number of hotels as opposed to one.
Career paths from a hotel's top sales and marketing position may be either
through operations as an executive assistant manager or resident manager or as
a sales and marketing professional within a large chain's corporate structure.
Sales and marketing tends to hold a "glitz and glamour" image and, therefore,
competition for entry-level positions is keen.
CONCLUSION
A lot has been talked about on this blog about the departments and the
importance of the rooms division within a hotel. They are the group that makes
the majority and in some cases all of the revenue for the property. The Rooms
Division is a team, and like any team in sports, business, or school all
individuals must perform their job to ensure that the rest of the team can
effectively do their job. While some people may think some aspects of the
rooms division are more important than others, that is simply not the case.
Without the Reservations department no one would stay and book rooms at the
hotel. If housekeeping does a poor job cleaning the room, then the guest could
be in a bad mood which will certainly affect their overall perception of the
hotel. For a hotel to be successful all departments must be on the same page and
must all treat their jobs with the seriousness and attention they deserve. We also
talked about how social media is changing the way certain aspects of the rooms
division thinks and operates. This is something that is not a blip and will simply
go away, social media and its impact on all businesses, is a trend that all hotels
and all rooms division must keep their eye on. One thing is for sure the rooms
division is the biggest and most profitability aspect of the hotel and it's
something that everyone should know and be aware of.
BIBLIOGRAPHY
Books & Author
 Amoah, V, Baum, T. (1997), “Tourism education: policy versus practice”,

International Journal of Contemporary Hospitality Management, Vol. 9 No.
1, pp.55-12.
 Battersby, D. (1996), “The challenge and the opportunity facing the
hospitality industry”, in Kotas, The international Hospitality Business,
HCIMA/Cassel, London, pp.107-11.
 Coathup, D.C. (1999), “Dominant actors in international Journal of
Contemporary Hospitality Management, Vol. 11 No. 2/3, pp. 69-72.
 Harrison, L.C. and Husbands, W. (1996), Practicing Responsible Tourism,
John Wiley & Sons, Inc., Toronto, pp. 1-15.
 Jayawardena, C.(2000),”International hotel manager”, International Journal
of Contemporary Hospitality Management, Vol.12 No.1, pp. 67-9.
 Lefever, M.M, Withiam, G. (1998), “Curriculum review: how industry
views hospitality education”’ The Cornell Hotel and restaurant
Administration Quarterly, 70-8.
 Pavesic, D.V. (1993), “Hospitality education 2005: curricular and
programmatic trends”, Hospitality Research Journal, Vol. 17 No. 1, pp. 285-
94
Websites
 http://bwramachandra.co.in/
 http://www.google.co.in
 www. Housekeeping_management.com
 http://www.ijsrm.in
 https://en.wikipedia.org/wiki/F & B Services
 https://en.wikipedia.org/wiki/F & B
 Housekeeping & Operation Management (3rd Edition) G. Raghubalan,
Smritee Raghubalan
 Housekeeping management
 Quantity food production operations

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Internship In Room Division

FOR THE PARTIAL FULFILLMENT OF

Mr. Nityananda Singhari

UTKAL UNIVERSITY OF CULTURE,

I do hereby declare that the Project report titled “Internship In

DATE: Sumit Das

HOTEL INDUSTRY IN INDIA

The term ‘Hotel’ is of ancient origin. But providing accommodation and

The Hotel Industry by nature and structure is international. It is multi-

International Hotel Brands like JW Marriott, Starwood, Radisson Carlson

Westin –Starwood: Starwood Hotels and Resorts is now a subsidiary of

Crowne Plaza – InterContinental (IHG)InterContinental Hotels Group is a

 Crowne Plaza – Pune

Four Seasons Hotels

Four Seasons Hotels and Resort from Canada is an international luxury

Premier Inn – Whitbread

Hyderabad is the capital of the Indian state of Telangana. It is a historic city

1. Beehive Commune Hyderabad

Ramoji Film City is located around 20 km from Hyderabad in Rangareddi

Home to the world’s largest film studio complex according to the

FACILITIES AT THE CLUB INCLUDE:

Hotel has several options for quality dining:

 Room size: 20 m²/215 ft²

 Room size: 20 m²/215 ft²

 Room size: 46 m²/495 ft²

 Room size: 30 m²/323 ft²

 Snacks and Coffee/Tea

 Snacks and Coffee/Tea

 Snacks and Coffee/Tea

 Seating capacity 65 ( 1044 in sq.ft)

A commercial establishment providing lodging, meals, and other guest services.

Housekeeping is an operational department in a hotel, which is responsible for

Engineering department of a hotel has great importance in as much as it provides utility

Front Office Department

An accounting department provides accounting services and manages the

Human Resource Department

A Human Resources Manager oversees the Human Resources Department of

The security department of a hotel is organized like any other department. At

Food and Beverage Department

In a hotel, the food and beverage department is an integral place. It is

ROOM DIVISION ORGANIZATION CHART

An executive housekeeper, co-ordinates between housekeeping crews to

Assistant Executive Housekeeper

The Assistant Executive Housekeeper supervises and coordinates activities

Housekeeping is an operational department in a hotel, which is responsible for

A Laundry Manager is responsible for running laundry departments day to day

A Laundry Attendant is responsible for providing a constant supply of clean

Supervises staff who purchase, collect, launder and maintain employee

Front Office Manager

HOUSEKEEPING ORGANIZATION CHART

Trainee Trainee Trainee Trainee Trainee Trainee

Executive Housekeeper / Manager of Housekeeping

The Executive Manager is the chief of housekeeping department. The

 Ensuring overall cleanliness and aesthetics of the hotel.

 The supervisors report to the Assistant Housekeeper. Their positions and

 Issuing keys to the room attendants.

Uniform Room Supervisor

 Providing clean, ironed, and fresh uniforms to the hotel staff.

Linen Room Supervisor

 Inspecting linen and sending it to the laundry.

 Ensuring provision of guest supplies such as water, extra bed, fans, or

Public Area Supervisor