The hotel industry is a key component of the service industry, catering to customers who need overnight accommodation. The industry is closely linked to both the travel industry and the hospitality industry, but has some unique features that distinguish it from both of them. The hotel business is highly competitive and there are several different types of hotels, each with their own niche in the market.
The word ‘hotel’ comes from the French word for ‘hostelry,’ which itself is derived from the Latin word for “host”. The meaning has evolved over time to mean a place that provides lodging facilities to travelers on payment of a fee, including food and drink. The industry has grown into a massive one that offers guests an array of amenities and services. It has become an essential part of the traveling experience and has expanded into a diverse range of services, such as restaurants, bars, spas, and meeting venues.
Hotels can be broadly divided into three broad categories – luxury, mid-range, and budget hotels. The luxury hotels provide the highest level of comfort and include all-inclusive packages. The mid-range hotels offer better value for money, while the budget hotels provide basic amenities at a lower price. The hotel business is very competitive, and there are several factors that influence customer choice.
Some of the most important factors in determining customer satisfaction are cleanliness, safety, and staff friendliness. The quality of the rooms and services also affects customer satisfaction. In addition, the location of a hotel is an important factor that influences customer choice. The hotel business is a very complex and dynamic industry, and it requires extensive training for employees to ensure that they deliver high standards of service.
A hotel’s organization structure determines the distribution of responsibilities and authority among its departments. The structure usually comprises a general manager who serves as the top executive, department heads, middle managers, and administrative staff. The number of job positions and the hierarchy varies by hotel size and function.
Room Division
The room department of a hotel is responsible for maintaining and selling the hotel’s most important asset – the hotel rooms. The department is headed by the room division manager, to whom the front office manager and executive housekeeper report. In some hotels, the room department may also be responsible for sales and marketing.
Security Department
The security department of a hotel is responsible for the safety and well-being of its guests and staff members. Its responsibilities include conducting fire drills, monitoring surveillance equipment, and patrolling the property. The department is also responsible for arranging training programs for new hires and ensuring that all safety norms are followed. In some hotels, the security department is an ancillary branch of the human resource (HR) department. The HR department is responsible for recruitment, orientation, training, employee welfare and compensation, labor laws, and safety norms. In large hotels, the HR department can have many employees. In smaller hotels, it can be just one person.
