Journey
begins with the destination:
Hello again everyone,
You may wonder, what is the meaning of
‘Journey begins with the destination’? How is it possible to start the journey
with the destination? Here is the answer: You all must have seen many thriller
movies and TV series, right? At the beginning of these kinds of shows, they
show us about their mission, they do the planning, they show us the target and
they make an introduction to their characters and the main boss. But we have
already seen the boss here, ME. So now we are going to see the destination (the
target) we want to reach. As I have mentioned about my dream and the objective
of my blog in the first blog - Hotel Business. In this article you are going to
know about the terminologies and some fundamentals about hotel and hotel
business but in my style.
Ø
Basic
Fundamentals:
v
Hotel – It is the prime sector of the
Hospitality industry. In India we say ‘Atithi Devo Bhavah’, which is kindly
followed by the hospitality industry. That’s why I say the hotel is the second
home for everyone where you get a meal, bed for sleeping, can use bathrooms,
swimming pools, facilities for entertainment, where they take care of your
comfort. You need money to run your home and fulfill your requirements, same
this second home asks for money to satisfy your needs and comfort. Here you
don’t need to set a budget or any plans to get anything. You become the 90%
owner of each amenities offered by the hotel management as you enter the hotel.
You can get facilities offered by the hotel until the last penny left in your
pocket. This second home has many names like hotels, lodges, inn, motel,
resorts, guest houses, etc. You get services according to the size of your
pocket.
v
Customer (Here we say Owner) – The customers
become owners when they enter the hotel and pay for the services. They get
food, accommodation, entertainment, anything they want in there and available
as the service. They go to the hotels to relieve their minds, forget about
their routine life problems, for corporate meetings, to spend quality time with
family, to attend seminars, to stay for vacation, and many more things. They
get pampered and taken care of very well by the hotel service. They can demand
physical products and quality service, clean environments, attention to
individual needs, and safety of them and their belongings. But the validity of
their ownership depends on their will and size of their pocket. They get served
as they keep paying and the ownership ends with the end of payments.
v
Hotelier
– The hotelier is the one who serves the customers ask to be served by paying
money. They take care of all the comfort of their customer and serve them with
full dignity and respect. They offer all the possible facilities to their
customer with full cure, quality, and on time. They take care of their service,
their environment, regular maintenance of their facilities, and all the possible
efforts to satisfy their customers and gain their trust. This helps them to
improve their brand value and increase profit.
Ø
Personal
Experience:
Here I want to share an experience with you. I
already told you when and how this idea of starting a hotel business came to my
mind. This is another incident that happened to me when I was in the second
year of B.Tech. I was in a hostel and you know the problems of food during
hostel life. One day I went to a stall for having breakfast. There was a long
queue and I was getting late for the class. I asked the handler of that stall
to take my order and serve me first as I was in a hurry. I failed to convince
him even though I offered him more money. He stuck to his principle that ‘first
come first serve’. I realized then he is right. If I would get served first it
would be unfair to those who came first. This is a very important principle of
the Hospitality Industry. If it’s your turn and you ask for the service and you
are ready to pay for it then you can get the service if it is available. This
is fair to every customer standing in the queue. This shows the ethics value in
this business. It can only be possible with the cooperation and understanding
of the server and customer. This builds the bonding between seller and buyer.
The customer becomes comfortable and trusts the server. They become their
regular customer and also suggest others to try the service.
Ø
Objectives
of Hotel Organizations:
·
To earn from accommodation of customers
without failing in service.
·
To earn from providing quality food and
beverages to customers.
·
To maintain and increase their market value by
providing quality service.
·
To improve by continuous efforts of hotel
management.
Ø Departments of Hotel Organizations & their
Roles:
1.
Front Office: This department plays vital
roles like various functions like reservation, reception, registration, room
assignment, guest relation, and cashier desk.
2.
Housekeeping: This department handles the
function like inspect vacant rooms, clean rooms, works as a link between
guestrooms and front office, and responsible for cleanliness & maintenance.
3.
Uniformed Services: Their duties are to attend
guests, carry their luggage, park cars, traffic control at hotel gates, provide
transport services, security services, etc.
4.
Food and Beverage Services: Their priorities
are to prepare and serve the best quality foods and beverages to customers as
per their demand.
5.
Sales and Marketing: This department takes
care of bringing in customers and increase sales by providing the best services
to the customers.
6.
Engineering and Maintenance: This department
works for the taking care of hotel properties like; plant and machinery, sewage
system, water supply system, rooms interior and power supply, etc.
7. Account Department: This department monitors
activities like; paying invoices, operating data, taxes, processes payroll,
etc.
8. Human Resources: They take care of recruiting
qualified people in respective departments, orientation programs, training
them; take care of employees’ security and safety, etc.
This is all for now, we will see more in-depth
in future articles. Thank you to stay with us. Keep supporting.
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