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Figure 6.1 Operating sectors of the tourism industry: accommodation and food services.
Hospitality service providers include: travel; business; retail; education; health care; remote
and offshore locations; corporate hospitality and executive dining; government and local
authority provision; plus leisure venues and events (such as concerts, regattas, sporting events,
weddings and parties). The industry overlaps with the food and service management industry,
which is an external service provider. Hospitality services are managed ‘in-house’ by, for
example, a retailer or local authority.
116 Fundamentals of Tourism and Hospitality Management
Today, lodging and food service activities are enormous in economic importance. Manylodging
places provide meeting rooms, convention facilities and services, restaurants,
bars,entertainment, gift shops, gaming, health clubs, and other activities and facilities. Figure6.1
extracts the operating sectors and shows that accommodations andfood services are critical
sectors of the tourism industry.
4.2 Lodging
A¯’vh়x Avevm
Lodging means accommodation for a period or a place to sleep for one or more nights. Fancy
hotels, youth hostels, elder hostels, campgrounds, motels and other businesses that provide a
place for people to sleep overnight are all in the lodging industry.
Lodging businesses markets to other market segments such as business travelers, leisure
travelers, long-stay travelers, budget travelers, and special travelers like people working with
the government, airlines, and military.
Chapter -4: Hospitality and Related Services: Introduction 117
Lodging is offered by an owner of real property or a leasehold estate, including the hotel
industry, hospitality industry, real estate investment trusts, and owner-occupancy houses.
Lodging can be facilitated by an intermediary such as a travel website.
Review Question
1. What do you mean by lodge.
Percentage of occupancy (`L‡ji kZvsk): The percentage of available rooms occupied for a
given period. It is computed by dividing the number of rooms occupied for a period by the
number of rooms available for the same period.
Income before other fixed charges (Ab¨vb¨ wbw`©ó Pv‡R©i Av‡Mi Avh়): Income after management
fees, property taxes, and insurance does not include deductions for depreciation, rent,
interest, amortization, and income taxes. Comparisons beyond income after property taxes
and insurance are virtually meaningless due to wide variances in ownership, depreciation
methods, financing bases, applicableincome taxes, and so on.
Full-service hotel (cy‡iv cwi‡lev †nv‡Uj): A hotel that provides a widevariety of facilities and
amenities, including food andbeverage outlets, meeting rooms, and recreationalactivities.
Limited-service hotel (mxwgZ-cwi‡lev †nv‡Uj): A hotel that providesonly some of the facilities
and amenities of afull-service property. This category includesproperties commonly
referred to as motels ormotor hotels.
Resort hotel (wi‡mvU© †nv‡Uj): A hotel in which all rooms haveseparate, but not necessarily
physically divided,sleeping and living areas.
Convention hotel (Kb‡fbkb †nv‡Uj): A hotel that providesfacilities and services geared to
meet the needsof large group and association meetings andtrade shows. Typically, these
hotels have inexcess of four hundred guest rooms and containsubstantial amounts of
function and banquet space flexibly designed for use by large meetinggroups. They often
work in concert with otherconvention hotels and convention centers toprovide facilities for
citywide conventions andtrade shows.
Review Question
1. What is
a. revenue per available room?
b. average daily room rate for guest?
c. percentage of occupancy?
d. income before other fixed charges?
e. full-service hotel?
f. limited-service hotel?
g. resort hotel?
h. convention hotel?
The trend toward consolidation and acquisition will continue because chainshave the potential
for improvement in productivity and because of the advantagesthat accrue to large size. Chains
can most effectively use training programs, employeeselection programs, major equipment with
different layouts, prices, advertising, equipment,technology, marketing, and so on, and what
works well in one property can beemployed chainwide. One reason for the popularity of the
referral groups is that memberswho are independent operators achieve the marketing benefits of
chains withoutchain membership.
Franchising is also well known in the lodging industry and has made a rapid penetrationinto the
marketplace. However, franchising generates mixed reports. Manymanagements believe that it
is difficult to control the franchises and maintain thequality that the chain advertises and the
standards that are supposed to be met. Thus,many chains are buying back franchises to ensure
that management maintains thequality level desired. In other cases, firms are moving ahead
rapidly with franchisingbecause they can conserve cash and expand more rapidly by
franchising. In addition,the franchisee, having invested his or her own capital, has great
motivation to succeed.
Franchisees have the advantage that they receive a known “ name” as well as theknowledge,
advice, and assistance of a proven operator. Franchising also spreads the costsof promotion,
advertising, and reservation systems over all outlets, making the unit costmuch lower. If the
franchiser has an excellent reputation and image, the franchisee benefits greatly. Most of the
companies with franchise operations also operate company -owned units. Industry predictions
are that as the industry grows and matures, there willbe less franchising, which will give the
chains more control over their properties and operationsso that they can maintain the desired
quality control. Increased competitivenessand improved properties will necessitate having the
ability to make these improvements.
advantages to both parties. The owner has the financialresources and the manager has the
reputation and experience to manage the property profitably. Other trends are the increased use
of central reservation systems, emphasison service, and the use of yield management
techniques.
Review Question
1. Explain the trend in the lodging industry.
hotel industry. Vacation ownership or internal ownershipis the terminology used. Major hotel
chains are gaining a large share of the market.
Review Question
1. What is timeshare Resorts?
materials is more than offsetby the savings resulting from not providing regular service and
from not employingthe personnel required to wash the dinner service. Fast - food operations
alsoenjoy the advantages of specialization; they have become specialists in menu items, job
simplification, and operating systems. Franchising has been used extensively inboth the
restaurant field and the lodging field as a means of achieving rapid growth.
demand for health foods, fi sh, local produce, and regional dishes; and varietyin portion
sizes.
While the truly fine dining of the past is still available to travelers
throughout the world, many now prefer the casual sophistication of quality
food, served in unique, comfortable, outdoor environments. Here, visitors
are enjoying a patio setting in the outdoors of New Smyrna, Florida.
Menu Trends (Lv`¨ZvwjKvi cªeYZv): A NRA survey of more than a thousand chefs shows that
some of the hottest menutrends are bite - sized desserts, locally grown and organic produce,
flatbread, and bottledwater. Additional “ hot ” items include pomegranates; figs; grass - fed
and free -range meat; fresh herbs and exotic mushrooms; whole - grain breads and
focaccia;Mediterranean, Latin American, and Pan Asian fusion cuisines; salts, aged
meatsand ginger; pan - seared, grilled and braised items; specialty sandwiches; and
Asianappetizers.
Organic items are growing in popularity across the board at table service restaurants.Among
restaurants that currently serve organic items, 52 percent of fi ne dining,42 percent of casual
dining, and 27 percent of family dining restaurant operatorsexpect higher sales of those
items. Locally produced food items are also growing inpopularity. Fifty - one percent of fi
ne dining, 38 percent of casual dining, and 31 percentof family dining operators expect
sales of locally sourced items to grow.
The Culinary Tourist (iÜb ch©Ub): TIA has published a culinary travel study entitled A
Profile of the Culinary Traveler. They learned that culinary travelers: (1) are a sizable
proportion (17 percent) of the U.S. leisure travel market that makes travel decisions based
on food and wine decisions;(2) are younger, more affluent, better - educated travelers; (3)
are motivated by unique experiences; and (4) are a more desirable prospect market across
all aspects of the travel experience, culinary and no culinary.
They number 27.3 million and fall into three self - defined categories, based on their
motivations with regard to food and wine when traveling. Serious culinary travelers are
defined as “ deliberate ” and “ opportunistic. ” Deliberate culinary travelers make up46
percent, or 12.6 million, and the availability of culinary activities is the key reason they
126 Fundamentals of Tourism and Hospitality Management
This couple enjoying a break at the Lake Powell Java City Coffee shop represents the
increasingly popular upscale role of coffee in the daily life of students and young
professionals. Sparked by the widespread popularity of the Starbucks chain, many other
shops have also realized considerable success. Great opportunity exists for young
entrepreneurs in tourism to seize and profit from the “next wave” of consumer preferences.
Review Question
1. What is food service industry?
2. Explain the structure of the food service industry.
Chapter -4: Hospitality and Related Services: Introduction 127
In Asia(Gwkh়v‡Z):
Small Hotel (†QvU †nv‡Uj): Hotels with 25 guest rooms or
less,e.g.,TheOberoiVanyavilas,Ranthambore.
Medium Hotel (gvSvwi †nv‡Uj): Hotels with 26 rooms to 100guest rooms, e.g., Hotel Taj
View, Agra
Large Hotel (eW় †nv‡Uj): Hotels with 101 rooms to 300 guest rooms, e.g., The Imperial,
New Delhi.
Very Large Hotel (Lye eW় †nv‡Uj): Hotels with more than 300 guest rooms, e.g., Hotel
Shangri-La, New Delhi.
In Europe and America (BD‡ivc Ges Av‡gwiKv‡Z):
Small Hotel (†QvU †nv‡Uj): Hotels with less than 100 rooms.
Medium Hotel (gvSvwi †nv‡Uj): Hotels with up to 300 guest rooms.
Large Hotel (eW় †nv‡Uj): Hotels with 400-600 guest rooms.
Very Large Hotel (Lye eW় †nv‡Uj): Hotels with 600-1,000 guest rooms.
Review Questions
2) Classification on the Basis of Star (ZviKvi wfwˇZ †k«wYe×KiY): The standards for gradation
of hotels in India are laid down by the government of India from the pointof view of the
suitability of the hotel for foreign and domestic tourists. All hotels which are approved
getworldwide promotion and publicity through tourist literature published by the
government and distributedin India as well as abroad/overseas and are eligible for foreign
exchange for their essential imports ofequipment.
In addition to the approval of a hotel project at the planning stage from the point of view of
suitabilityfor foreign tourists, the hotel on completion is inspected as functioning
established for approval andplacement in the appropriate star category. There are certain
general features, facilities and servicesexpected of establishments in each category. For
example, hotels in the category of four, five and five stardeluxe should be completely air-
conditioned, three star hotels need have air-conditioned in only 50% ofrooms; two star
hotels need not serve continental cuisine and one star hotels need to have at least
25%attached bathroom.
a. One Star Category Hotels (GK ZviKv †nv‡Uj): The general construction of the building of
one star category hotels should begood and the locality and environs including
immediate approach should be suitable. The hotel shouldhave at least 10 lettable bed
rooms of which at least 25% should have attached bathroom with a bath roomfor every
4 of the remaining rooms. At least 25% of the bath rooms should have western style
water closets(WC’s). All bath rooms should have modern sanitation and running cold
water with adequate supplyof hot water, soap and toilet paper. The rooms should be
properly ventilated and should have clean andcomfortable beds and furniture.
130 Fundamentals of Tourism and Hospitality Management
b. Two Star Category Hotels (`yB ZviKv †nv‡Uj): The hotel should have at least 10 lettable
bed rooms of which at least 75%should have attached bath rooms with showers and a
bath room for every four of the remaining rooms andshould be with modern sanitation
and running cold water with an adequate supply of hot water, soap andtoilet paper. 25%
of the rooms should be air-conditioned, and all rooms must be properly ventilated,
cleanand comfortable, with all the necessary items of furniture.
c. Three Star Category Hotels (wZb ZviKvi †nv‡Uj): The architectural features and general
construction of the building ofthree star category hotels should be of a very good
standard and the locality including the immediateapproach and environs should be
suitable for a very good hotel and there should be adequate parkingfacilities for cars.
The hotel should have at least 10 lettable bed rooms, all with attached bath roomswith
bath tubs and/or showers and should be modern in design and equipped with fittings of
a goodstandard, with hot and cold running water. At least 50 percent of the rooms
should be air-conditionedand the furniture and furnishings such as carpet, curtains etc.
should be of a very good standard anddesign.
d. Four Star Category Hotels (Pvi ZviKvi †nv‡Uj): The hotel should have at least 10
lettable bed rooms, all with attached bathrooms. At least 50% of the bathrooms must
have bath tubs or the most modern shower chambers, with24 hours service of hot and
cold running water. All the public and private rooms should be fully air-conditionedand
should be well furnished with carpet, curtains, furniture, fittings etc. in good taste.
e. Five Star and Five Star Deluxe Category Hotels (cvuPZviv Ges cvuPZviv wWjv· †nv‡Uj): The
facade, architectural features and generalconstruction of the building of five star deluxe
hotels should have the distinctive qualities of a luxury hotelof this category. Five star
deluxe category hotels are a qualitative extension of the five star category,
whilequantitatively, the basic features are as of a five star category. In a five star deluxe
hotel, the comparative allaround standard of service and amenities are of very superior
quality and high standard.
The locality including the immediate approach and environs should be suitable for a
luxury hotel thiscategory, and there should be adequate parking space for cars. The
hotel should have at least 10 lettable bedrooms, all with well appointed, attached
bathrooms with long baths or the most modern shower chambers,rooms and private
rooms should be fully air-conditioned and should be well appointed with
superiorquality carpets, curtains, furniture, fittings etc. in good taste.
3) Classification on the Basis of Location (Ae¯’v‡bi wfwˇZ †k«wYe×KiY): The following are the
various types of hotels on the basis of location :
a) Down Town Hotels (WvDb UvDb †nv‡Uj):
These hotels are also called as “Commercial hotels”, “City hotels” or “Business
hotels”.
Chapter -4: Hospitality and Related Services: Introduction 131
These hotels are located in the heart of cities and towns e.g. Blue Diamond (Pune),
OberoiGrand (Kolkata).
The hotels mostly cater to the businessmen, tour groups, individual tourist and small
conference groups.
Commercial hotels provide a wide range of room types such as single rooms, double
rooms, junior suites, suites and other essential facilities such as conference rooms,
cocktail loungesetc.
Most of the commercial hotels have restaurants, coffee shops, business centers with
secretarial, fax, internet and Xerox facilities.
Commercial hotels also offer room services, laundry-valets, uniformed services such
as concierge and transport facilities such as airport pick and drop.
b) Airport/Transient Hotels (wegvbe›`i / ¶Y¯’vh়x †nv‡Uj):
These hotels as the name suggests are located in the precincts of an international and
domestic airports of major cities and towns e.g. Airport Ashok (Kolkata), Airport
Centaur (New Delhi).
They generally cater to those passengers who need to catch flight, passengers who
cancelled flights or delayed flights and airline crew members.
Generally the guests in these hotels stay for a very short duration which is usually one
or two days.
These hotels have well furnished guest rooms with restaurants and coffee shops and
offer various other facilities such as airport pick up and drop through the hotel owned
cars and buses whichis very important for the passengers and crew members.
BANQUET & CONFERENCES (wb®‹…wZ I Kbdv‡iÝm): A demanding, yet high energy
career working in hotels, resorts and conference centers setting up rooms and servicing
events. If you enjoy seeing an event executed from the initial planning stages through to
its end, this may be for you. From organizing a 500-guest NGO Gala to raise awareness
for humanity aid to political receptions and corporate holiday parties, your clientele is
always changing, creating a unique environment that is never boring.
c) Resorts (Awaôvb):
R esorts are hotels which are located in exotic locations such as beaches, hill stations,
forests andso on and thus are famous for their scenic beauty. E.g. Fort Aguada Beach
Resort (Goa), VanyaVillas (Ranthambore).
The resorts mostly cater to the leisure travellers, families, holiday makers and
vacationers whovisit this special category of hotels to enjoy their vacations.
Theresorts provide most of the important facilities to the holiday makers such as
accommodation, food and beverage services, valet services, uniformed services etc.
132 Fundamentals of Tourism and Hospitality Management
The resorts have various recreational facilities such as tennis courts, golf courses, skiing
grounds, amusement parks for children and so on.
Thus resorts are a major attraction for the tourist who enjoy the breathtaking scenery in
whichhotels are located.
d) Motels (†gv‡Ujm):The concept of motel and motor-hotel started from America and was
meant where motorists and foreigntourists travelling by car may take to enroute stop over.
These motels provide parking space and the guestusually stays overnight. In the beginning,
the motels did not have restaurant or bars attached to them, butas time passed they grew in
size providing every modern amenities and comforts like restaurants service,phone service,
availability of television, radio, air-conditioning, wall to wall carpeting, tub and
showerfacilities and so on.
The concept of motel started from America and the term “MOTEL” has originated from
theword “MOTOR HOTEL”.
These were meant for various motorists, passer-bys on the highways and specially to
the touriststravelling by their own vehicles and may take to enroute stop over.
These hotels are located on the national highways and other important roads.
These hotels are not very large and generally have a fewer number of rooms but do
have enoughspace for the parking of the vehicles of the guest and other visitors.
The hotels generally provide inexpensive rooms with basic facilities and amenities and
do havefood and beverage facilities.
In the beginning, the motels did not have restaurant or bars attached to them, but as time
passedthey grew in size providing every modern amenities and comforts like restaurants
service, phoneservice, availability of television, radio, air-conditioning, wall to wall
carpeting, tub and showerfacilities and so on.
They also provide garages, along with re-fuelling facilities for guest vehicles.
e) Sub Urban Hotels (kniZwji DcK‡É Aew¯’Z †nv‡Uj):
The sub urban hotels as the name suggests are hotels which are located on the outskirts
of thecities and towns e.g. JAYPEE PALACE (AGRA).
These hotels generally cater to the official and business groups who want to hold
conferencesand seminars in a peaceful and calm environment away from the cities.
Chapter -4: Hospitality and Related Services: Introduction 133
These hotels also provide extensive accommodation and food and beverage facilities
and havehuge conference rooms and seminar halls and also provide a wide range of
conference and seminar equipment’s.
4) Classification on the Basis of Clientele (LwiÏv‡ii wfwˇZ †k«wYe×KiY): The following are the
various types of hotels on the basis of clientele:
a) Down Town Hotels (kn‡ii †K›`«¯’‡ji †nv‡Uj): These hotels are located in the middle of
the cities and towns and cater to the business traveller, individualtraveller, tourist
groups.
b) Airport Hotels (wegvbe›`i †nv‡Uj): These hotels are located in the close vicinity to
airports and cater primarily to the passengers with cancelledand delayed flights and
airline crew members.
c) Resorts (wimU©): These hotels are situated in exotic locations such as hills, sea beaches
and forests mainly cater to the touristgroups, families and other vacationers and holiday
makers.
d) Motels (†gv‡Ujm): These hotels are situated near highways and basically cater to the
passer-bys, passengers and other transitguests with vehicles.
e) Conference Centers (m‡¤§jb †K›`«): Conference centers especially cater to the
conference, meeting and seminar attendees andprovide overnight accommodation to
these guests. e.g. Hotel Ashoka (New Delhi).
These hotels provide various equipments required for conference and seminars such as
audiovisual equipment’s such as Overhead projectors and LCD projectors, business
centers withfax, Xerox and internet facilities, various seating arrangements, display
screens, flipcharts andother important technical assistances required during the
meetings and seminars.
These hotels also provide other facilities such as food and beverage service facilities,
laundry valet facilities, uniformed service facilities and a host of their facilities such as
transport andrecreational facilities.
f) Convention Hotels (Kb‡fbkb †nv‡Uj):
Convention hotels are very large hotels especially constructed to cater to the needs of
housingthe convention attendees.
Convention hotels have 1000 to 3000 rooms and thus are able to accommodate a large
numberof guests coming to attend conventions.
Convention hotels are very common in United States of America and mostly attract
theconvention market of regional, national and international associations.
134 Fundamentals of Tourism and Hospitality Management
Convention hotels offer a large number of business services to the guests such as
secretarialassistance, fax machines, computers, laptops and so on.
Convention hotels also provide other facilities such as food and beverage service
facilities,housekeeping services and transport facilities.
g) Casino Hotels (K¨vwm‡bv †nv‡Uj):
Casino hotels are a special class if hotels which cater to the needs of the guests who are
interested in gambling. E.g. Gamblers Paradise (Arizona, USA).
These hotels are very common in the United States of America and offer a vast range of
gambling facilities, with the casinos of the hotels operating 24 hours a day throughout
the year and these are a major source of revenue for these hotels.
These hotels attract the guest through theme parties and profligate shows and thus earn
a large amount of revenue.
Apart from gambling facilities, these hotels also provide accommodation with exclusive
guestrooms and also provide a large range of food and beverage service facilities.
h) Suite Hotels (myBU †nv‡Uj):
These hotels according to the name have either all suite rooms or majority of the rooms
are suites E.g. Grand Hyatt (New Delhi).
These hotels cater to lawyers, elite class of businessmen, film personalities, politicians
& various executives.
Since these hotels mostly have suite rooms which have a sitting room and bedroom, the
privacy of the guest is maintained.
These hotels also offer a large number of other facilities to the guests such as food and
beverage services, uniformed services laundry-valet services and so on.
i) Boutique Hotels (eywUK †nv‡Uj):
Boutique hotels are a few small hotels located throughout the country and are targeted to
the rich class of businessmen and vacationers who visit the hotels for hideaway and
getaway. E.g. The Park (Kolkata), The Park (Vishakhapatnam), De L’Orient
(Pondicherry).
They have been categorized as boutique owing to their intimate size, idyllic settings,
highly personalized service, individual size and outstanding attributes.
Chapter -4: Hospitality and Related Services: Introduction 135
Each of the boutique hotels offer a unique vacation experience and highly personalized
service to the guests.
5) Classification on the Basis of Length of Guest Stay (AwZw_ _vKvi ‰`‡N¨©i wfwˇZ †k«wYe×KiY):
This is influenced by the hotels location and type of clientele. Those catering for transient
customers (motels& air-port hotels) will seldom have average stays larger than one night,
where as a resort hotel may attract holiday maker who stay for a week or more. The
following are the various types of hotels on the basis of length or duration of stay:
a) Extended Stay Hotels (c«mvwiZ †nv‡Uj):
Extended Stay hotels also called “Residential Hotels” are hotels where the travellers and
tourists stay for a longer such as a month or so.
These hotels are very similar to the suite hotels but the guestrooms of these hotels do
offer kitchen facilities.
These hotels generally provide elaborate world class services to the guests such as
uniformed services and valet services and hence are targeted towards budget
minded tourists who require reduced hotel service.
These hotels generally have a more homely atmosphere and hence attract tourists for a
long stay.
b) Semi-extended Stay Hotels (Avav ewa©Z _vKvi †nv‡Uj):
Semi-extended hotels also called “Semi-residential Hotels” are hotels where the guest
stay for 3 to 5 days and are widely used by vacationers as well as business travellers.
These hotels combine the features of extended stay hotels and transient hotels.
c) Brief Stay Hotels (¯^í mgq Ae¯’v‡bi †nv‡Uj):
Brief Stay hotels also called “Transient Hotels” are the hotels where the guests come for
a very short stay which range from a few hours to one night.
These hotels are generally airport hotels where the flight passengers and airline crew
members come for overnight stay.
These hotels generally give discounts called “leeway” to the guests staying for a few
hours and a reduced or discounted rate is charged from the guests.
6) Classification on the Basis of Levels of Service (cwi‡levi ¯Í‡ii wfwˇZ †k«wYe×KiY): Hotels
also differ in their standards of services and in the facilities which they offer. Facilities or
services of these, establishments can be divided into:
a) Luxury/ Upmarket/World Class Service Hotels (wejvwmZv / Avcgv‡K©U / Ih়vì© K¬vm cwi‡lev
†nv‡Uj):
136 Fundamentals of Tourism and Hospitality Management
These are the top class hotels which are especially targeted to the elite class of guests
who include commercially important persons, politically important persons, dignitaries,
and ambassadors as well as other famous personalities and celebrities.
World class service hotels offer excellent accommodation, food and beverage and
uniformed services to the guests such as guestrooms with world class decor and finish,
private lounges and dining rooms along with upscale restaurants, concierge services,
valet parking services, dry cleaning and laundry valet services.
Guestrooms of these are built in a modern fashion and are all well equipped with all
supplies such as personalized stationery, beautiful sets of bathroom supplies including
shaving sets, herbal shampoos, soaps, larger sized bath towels, shower caps, bath robes
and a large no. of other amenities.
One of the special feature of these hotels is the “Club Floor” or “Tower” which are
separate floors or buildings constructed for very important guest to provide them with
more comfortable accommodation and more personalized and above all provide
security as these floors or buildings have restricted entry for the staff as well as visitors
to ensure complete privacy to the guests.
The public areas of these hotels are well decorated with exquisite floorings and
furnishings making these hotels a piece of art. There are 24 hrs coffee shops, specialty
restaurants, banquet halls, and conference rooms in these hotels.
The world class service hotels above all maintain a high ratio of staff members to guests
which is generally 1 or even more than that.
The high ratio of staff members to the guests helps them to offer highly personalized
service to the guest ultimately leading to guest satisfaction.
Examples include: The oberoiUdaivilas, Udaipur and ITC Hotel Grand Maratha
Sheraton & Towers, Mumbai are few of the luxury hotels in India.
b) Mid-market/Middle Class Service Hotels (wgW-gv‡K©U / wgwWj K¬vm mvwf©m †nv‡Uj):
Middle class service hotels have the largest target market as they cater to the largest
segment of the tourists which consist of businessmen, families and free individual
travellers.
Although the middle class service hotels have a good staff to guest ratio of about 0.75,
they do not offer extremely personalized service to the guests as it becomes an
expensive affair for the guests.
The guestrooms of these hotels are equipped with the basic amenities and supplies
required for a comfortable stay.
Chapter -4: Hospitality and Related Services: Introduction 137
These hotels may also offer uniformed service, food and beverage service and
sometimes airport pickup and drop service.
These hotels have 24 hrs coffee shops, restaurants, meeting rooms, banquet halls, and
also some recreational services.
The stays at middle class service hotels are comparatively less expensive than the world
class service hotels.
Examples include: Taj Residency, Lucknow and Trident Hotel, Jaipur in India.
c) Economy or Limited Service Hotels (A_©bxwZ ev mxgve× cwi‡lev †nv‡Uj):
Limited or economy service hotels are increasing in no. day by day due to the
requirements of the travellers for cheaper accommodation as compared to the world
class and middle class service hotels.
These hotels mainly cater to the budget minded travellers such as families with
children, retired persons, tour groups, as well as some travelling business people who
require clean and inexpensive guestroom with least amenities required for a modest
stay.
The economy class service hotels have less staff to guest ratio and generally focus on
meeting the most basic needs of guests by providing clean, comfortable, and
inexpensive rooms.
These hotels do not provide elaborate food and beverage service and other types of
services offered in a world class and middle class service hotels.
Generally these hotels offer limited food and beverage service, some basic amenities in
the guestrooms such as linen and soaps and sometimes may have small meeting rooms
for conferences.
7) Classification on the Basis of Ownership of Guests (AwZw_‡`i gvwjKvbvi wfwˇZ †k«wYe×KiY):
The following are the various types of hotels on the basis of ownership of guests:
a) Condominium (or condos) Hotels [KbWwgwbh়vg (ev Kb‡Wv) †nv‡Uj]:
The concept of Condominium hotels was introduced in the year 1957 in Europe. E.g.
Sea Pines Plantation (South Carolina, USA).
Condominiums are another type of accommodation. It involves joint ownership of a
complex.
According to this concept individual guests are encouraged to purchase the ownership
of the individual units for the entire year.
138 Fundamentals of Tourism and Hospitality Management
The condominium owner purchases and has the full benefit of a unit such as a guest
room, suite, apartment or villa and shares in the costs common to the whole complex.
These costs may include taxes, maintenance of premises, upkeep of the grounds, roads,
parks, tennis court, swimming pool recreational facilities, marinas, provision of services
such as security setting and management.
Each member of the condominium is free to occupy or sell his unit independently only
the guests have to inform the management of the hotel about the time period of the year
when they would visit and stay at the property.
And, at the remaining time of the year, the guests can rent their unit through the hotel
management. In addition, the condominium management looks after the unit in the
absence of the owner.
Hence, in condominium hotels, there is only a single owner for each of the unit or
cottage of the hotel or resort.
The entire concept of the condominium is costlier than timesharing and hence this
concept could attract only few guests and thus resorts using this concept started
incurring huge losses.
b) Timeshare Hotels (UvBg‡kh়vi †nv‡Uj): Time Share hotels are relatively a new concept of
ownership of holel rooms or suites.
The concept of Timeshare hotels was introduced in Europe in the year 1970 when the
condominium hotels started incurring huge losses and were on the verge of extinction.
According to this concept, each room or suite is owned by several people who will
schedule their visit well in advance with the management office to ensure that the room
or suite is available.
Particular unit or room of a resort will be purchased by the individual guest for a
definite period of the year and will occupy the unit during that period. (Example: A
specific unit of a resort may be purchased by Mr. Jones for the first two weeks of
January during which he may stay at the room. Other guests will purchase the
ownership of the unit for the remaining 49 weeks of the year.)
Thus, in timeshare hotels, there are multiple owners for a single unit or cottage of a
resort or a hotel.
The process of timesharing is far cheaper than the condominium concept and hence was
more popular in the hospitality world.
Chapter -4: Hospitality and Related Services: Introduction 139
One of the unique advantages of timesharing concept is that if guest is not free to avail
the room for any reason, they can rent their time slot to another person. Sometimes the
management company can help in this process.
The owners of the units can also easily trade their ownership time with other owners in
other locations.
Another great advantage of time share process is that time share owners can become
member of international time share properties and exchange their time with another
time share owner at another location.
In India, few of the holiday resorts have started the concept of timesharing and are
earning huge profits. E.g. Sinclair’s Resort (Darjeeling).
8) Classification of Hotels on the Basis of Affiliation (Aby‡gv`‡bi wfwˇZ †nv‡Uj¸wji
†k«wYe×KiY): The following are the various types of hotels on the basis of affiliation:
a) Chain Hotels (k„&Lj †nv‡Uj): A chain is defined as any group of three or more hotels,
motels, or resorts operated under a common name or one owner or operator. E.g. Taj
Group of Hotels, Oberoi Group of Hotels etc.
“There are great opportunities for capitalizing group action as a means of increasing
business and reducing duplication, inefficiency and waste”. The chain operation became
popular due to its efficiency. The following are the main advantages of chain hotels:-
The principle advantage of chain over independent hotel keeping includes:-
Substantial Discount (h‡_ó QvW়): The chain hotels enjoy a large economies of scale as
by purchasing items for hotel to run in huge volume, a chain will enjoy high discount
facility.
Personnel (Kwg©e…›`): A chain can better afford top specialists in every phase of hotel
operation- Hotel Accounts, Room Sales, Food Control, Hotel Maintenance, simply by
spreading the expense over its many units. Few single hotels can afford such
specializations.
Promotion (c‡`vbœwZ): All the properties of the chain enjoy the benefit of advertisement
and promotion as it is the brand which is being promoted rather than the individual
property. National advertising campaigns in magazines and newspapers are generally
prohibitive for single hotels: but they can be most profitable when the expense is
divided among numerous hotels, each reaping full benefit of national coverage at the
fraction of the total cost.
140 Fundamentals of Tourism and Hospitality Management
Reservation (msi¶Y): Free teletype reservation service permits a chain to channel, if not
refer direct, business to the various hotels in the group. As about the one fourth of all
room reservations are made through such service, this obviously puts considerable trade
out of reach independent hotels.
Financing (dvBb¨vwÝs): A group finds it somewhat easier to raise all important capital for
improvement or expansion of the property.
b) Independent Hotels (¯^vaxb †nv‡Uj):
The independent hotels are hotels which do not have any recognizable ownership and
also do not have any management affiliation like the chain properties e.g. Bristol
(Gurgaon).
These hotels do not have to obey the rules and regulations which the properties of a
chain have to follow to maintain their affiliation.
9) Classification on The Basis of Management (e¨e¯’vcYvi wfwˇZ †k«wYe×KiY): The following
are the various types of hotels on the basis of management:
a) Management Contracts (cwiPvjbvi Pyw³):
It is a popular and most widely accepted arrangement liked by modern hotel industry.
The concept was originated in USA in the year 1970 and was immensely successful
thereafter.
This method is beneficial for those owners who are not fully proficient in the art of
running the hotel and prefers to hire experts who can bring his /her operations to
international standards.
A management contract can be entered into by a chain and an individual hotel owner
.The owner opts for a management contracts to get international recognition
international expertise and a profitable operation.
A management contract is an agreement between a property owner (investor- who does
not have fair knowledge about the management of hotel) and a hotel management
company (operator) whereby the operator assumes complete managerial responsibility
for the hotel.
The right and responsibilities of each party are clearly specified within the contract.
Under this agreement, the hotel is operated by a company that is legally completely
independent of the owner.
The management company operates the facility according to the standard agreed upon.
It enables the hotel to increase earnings by selling their expertise in operations and
marketing their names without assuming the risks of ownership.
Chapter -4: Hospitality and Related Services: Introduction 141
For this service, the hotel management company would get a commission called the
“management fee” which is generally 3% - 8% of the total revenue generated by the
hotel and also sometimes an additional incentive fee which is a percentage of the net
profit generated by the hotel property.
The calculation of fees paid to operator is based on prescribed formula.
A) Determination of Fees (wd wba©viY): The most common method for calculation of
fees under the management contracts are: A) A fixed percentage on total revenue:
The method of calculation of fees is advantageous to the operator. In this case the
operator can spend money almost at will, particularly in advertising so that high
revenue and therefore, a high fee is achieved even though the hotel is not being
operated profitably.
B) A fixed percentage based on the gross operating profit: Calculation of fee only on
the basis of gross operating profit places the strong obligation on the operator to
manage the hotel profitably. In certain circumstances, when the results are poor, he
may not even recover his costs.
C) A combination of the above two methods: A combination of fee based on both
revenue and gross operating profit is the most equitable to both the operator and the
owner.
Thus the fee is determined as follows:
A fixed percentage (3 to 8%) of a defined gross revenue.
A fixed percentage of a defined gross revenue as a basic fee, plus a fixed percentage
of a defined operating income as an incentive fee (usually these percentages vary
between 3% to 5% of gross and 5% to 10% of the net).
The main advantages to the property owner are: the acquisition of business expertise, name
identification, referral and reservation network, property design and standardized operating
performance. It is because of these varied advantages that the owner surrenders control over
the day to day operations and pays a fee for the management expertise.
b) Franchising (†LZve):
Franchising has become one of fastest growing phenomenon in international hotel
business. The growth of the chains has caused the hotel operator to turn to franchise and
referral organizations.
The concept of franchising developed in the year 1960 in USA.
In franchising process, an individual entity builds a hotel property and enters into an
agreement with a hotel company rather than operating as an individual property.
142 Fundamentals of Tourism and Hospitality Management
In this case the individual entity is called “Franchisee” and the hotel company is called
“Franchisor”. Franchisor agrees to grant the right to the franchisee to conduct the
business according to the pattern established by the company.
A franchise is a license given by a franchisor to a franchisee who can be an individual
partner, small corporations or group of investors under this agreement for a fee the
owner is allowed to use the brand name or trademark in advertising and sales
promotion.
In opening a new operation, many franchisors provide assistance in organizing, training
and merchandising. The franchisor also establishes operating procedures. These can be
used by the franchisee to run the business in the manner that has proven successful.
These procedures are usually provided to the franchisee in the form of operating
manuals covering each phase of the operation. These manuals are up-dated from time to
time.
In addition, the franchisor deputes regional manager or inspector to visit each
franchisee operation periodically. They ensure the compliance with the franchisor’s
standards and assist to operator covering all facts of the operation.
The individual owner gains a lot from the franchising agreement. The franchisee in
return pays a set of fee to the franchisor which includes an initial franchising fee which
is a lump sum amount and then a royalty fee, reservation fee and marketing fee which
are a percentage of the total room sales.
Thus the process of franchising was extremely successful business strategy in the world
of hospitality.
c) Referral Groups or Organization (‡idv‡ij MÖæc ev ms¯’v):
The concept of referral group or organizations was developed in USA in 1960s by the
independent hotel operators in order to compete with the chain hotels.
In referral groups or organization, the independent hotels join together to form an
association for a common purpose.
Thus an independent hotel gained a broader level of exposure and number of
advantages by joining the referral group.
Through the referral group, the independent hotel owner could obtain sales promotion
benefits similar to those enjoyed by the properties of a chain.
By joining the referral group, the independent had a brand-name image that could help
in the marketing efforts and management of the independent property.
Chapter -4: Hospitality and Related Services: Introduction 143
The independent hotel properties of a referral group could also refer business to each
other and thus they help each other in generating revenue.
10. Supplementary Accommodation (cwic~iK Avevmb): It is more recent and newer than the
traditional hotel industry and it is better answering certain forms of holiday life. It includes
all the establishments of the unorganised sector of the accommodation industry which do
not provide elaborate services that are provided by the organised hotel industry. In this type
of accommodation, certain hotel services are missing and the standards of comfort is more
modest than that of an hotel; but these establishments provide the basic services of
accommodation and may or may not provide food services and other services. These types
of accommodations have the following advantages:-
More reasonable prices.
These establishments are managed by non commercial organizations whose aim is the
development of the youth tourism.
The youth hostels are well equipped for the young people to prepare their own food and
so the comfort in these hostels is modest. Y oung Men Christian Association and Young
Women Christian Association
These associations run the chain of youth hostels around the whole world.
They provide the young people with the basic facilities of food, clean beds, and the
concept of self service and community life.
b) Caravan Camping Sites (KviIh়vb K¨vw¤ús mvBU):
144 Fundamentals of Tourism and Hospitality Management
It is most popular in certain European countries. This concept was initiated in the
Federal republic of Germany in the first half of 20th century.
These hospitality establishments are usually located within the cities in open spaces.
These are also known as camping grounds, tourist camps or “open-air-hostels”.
These camping grounds are well equipped to receive mobile form of accommodation
used by tourists.
They provide facilities for parking, tent-pitching, water, electricity, toilet, etc. Some of
the camping grounds even have provision for cooking for the tourists.
In India, camping sites are proposed to set up along important highways where there is
more flow of the international tourists.
In India, best camping sites are found in places like Amritsar, Khajuraho, Hyderabad,
Aurangabad and Goa.
c) Tourist Bungalows (U¨ywi÷ evs‡jv):
This is another important measure to provide an inexpensive supplementary
accommodation and other facilities to the travellers and tourists.
These bungalows are situated at tourist centres or in attractive tourist locations and sites
such as near beaches, lakes, rivers, etc. for the benefit of touists and are maintained
moderately.
These establishments generally cater to the middle class tourists and budget travellers
and also for the youth of the country and those coming from overseas.
These establishments generally provide all the basic facilities required to meet the needs
of the domestic travellers as well as foreign travellers.
These establishments are generally small in size with not more than 15 rooms for the
travellers. But these establishments have extensive grounds, gardens, lawns, drive ways,
boating facilities, spacious lounges, extensive furniture and so on.
d) Circuit Houses (mvwK©U nvDm):
Compared to tourists bungalows, these houses are superior as regard with the facilities
offered.
The circuit houses are tourist bungalows which are meant for high government officials.
Chapter -4: Hospitality and Related Services: Introduction 145
Example: The Jodhpur Circuit House i.e. runs by the Rajasthan state government.
Circuit houses have shown the way for others as to how the provision of the basic
amenities and high degree of efficient management can enable a simple establishment
to get better categorization.
e) DakBungalows (WvK evs‡jv):
These establishments are set up by government primarily to cater to the needs of the
travelling officials on government duty.
These are small rest houses with a limited number of rooms and are situated in places
which are important from the point of view of government duty.
`These establishments are moderately furnished and offer accommodation at a very low
rate and also have provision for cooks and attendants.
These establishments allow stay to the bonafide traveller and government officials
holding tourist cards.
f) Dormitories (QvÎvevm):
The dormitories cater mainly to the low class tourists.
These are big halls with several individual beds for the travellers.
Near each bed, there is a rack with a pigeon hole which can be locked. In these holes,
the travellers can keep their valuable items safely.
The restrooms and bathrooms/ showers are normally shared in these accommodations.
Although, the dormitories are regularly cleaned and kept spic and span, but the main
drawback is of inhibiting privacy and distractions to guests from other staying guests
who may be noisy.
Constant companionship in your living space can sometimes be a disadvantage,
especially in situations when you want privacy.
g) Railway Retiring Rooms (†ijIh‡় Aemi iæg):
These rooms are owned by the railways and are situated within the railway stations.
146 Fundamentals of Tourism and Hospitality Management
Meals served to the guests in the retiring rooms are generally sent from the railway
canteen.
h) Traveller’s Lodge (Uª¨v‡fjv‡ii jR):
These are modest hospitality establishments situated in the places of tourist interest.
The rooms of the traveller’s lodges are moderately furnished and may or may not be
airconditioned.
These are mostly self-sufficient establishment as it is not possible for the guests to go
too far off town or city for the purchase of things of daily requirements.
These are generally self-sufficient establishments and provide rooms with attached
bathrooms, dining room, laundry service, parking facilities and postal services at times
room service and car rental services.
Thus, in a nut shell they provide all basic necessities of everyday life.
In 1969, Indian Tourism Development Corporation took over the management of the
traveller’s lodge and thus accommodation charges in these traveller’s lodges became
more reasonable.
i) Holiday Camps (nwj‡W K¨v¤ú):
These camps are situated outside the cities and towns and have the same objectives as
those of camping grounds.
These camps have a permanent building with provision of entertainment and
recreational facilities in addition to the holiday accommodation.
The guest or the travellers can hire cots, utensils, fans, tents, and mugs at these holiday
camps.
j) Private Household (e¨w³MZ cwievi):
Many people owning houses provide accommodation and sometimes food to the
travellers in return for money.
Chapter -4: Hospitality and Related Services: Introduction 147
These holidays and conference centers do provide substantial facilities to the guest and
travelers but these facilities need not to be available for block arrangements.
l) Breakfast Establishments (c«vZtivk c«wZôv):
These are special establishments which provide overnight accommodation and food to
the travelers and passer-bys and are generally located in towns and cities.
These establishments are very popular in USA and Europe and are also called “Bed and
Breakfast Establishments”.
m) Boarding Houses (†evwW©s Ni):
These establishments provide accommodation and meals at regular intervals to the
residents.
These establishments are generally managed by small enterprise for clients staying for
certain duration.
These establishments generally cater to the travellers and students and sometimes
service personnel.
These establishments are also called “Guest Houses or Private Hostels”.
n) Forest Lodges (eb jR):
These lodges are special category of supplementary accommodation and generally cater
to the tourists and travellers on a visit to wildlife sanctuaries or national parks and
hence are located adjacent to the forest sanctuaries.
They are so constructed that they provide clear view of the forest to the residents from
the guest rooms and also from the public rooms.
The ground floor of these establishments generally have the kitchen block, dining hall,
lounge reception and parking areas.
The guest rooms are constructed in such a way so as to provide complete privacy to the
guest.
148 Fundamentals of Tourism and Hospitality Management
The lodges have a unique ambience which is reflected from the overall decor of these
establishments. But these lodges do not disturb natural habitats of the animals in the
sanctuaries.
11. Some Unusual Types of Hotels (wKQy A¯^vfvweK c«Kv‡i †nv‡Uj):
a) Eco Hotel is a hotel that has made important environmental improvements to its
structure and overall facade in order to minimize its impact on the environment. The
basic definition of a green hotel is an environmentally-responsible lodging that follows
the practices of green living. These hotels have to be certified green by an independent
third-party or by the state they are located in. An eco hotel must usually meet the
following characteristics:
Should depend on the natural environment
restaurants, recreational and entertainment and overall has a beautiful garden with
stunning landscaping.
f) Ice hotel (AvBm †nv‡Uj) is a typical hotel which is a temporary structure and is made up
of snow, sculpted blocks of ice, and some steel framing. Their lobbies are often filled
with ice sculptures and food and beverage are specially chosen for the circumstances.
All of the ice hotels are reconstructed every year, and are dependent upon constant sub-
freezing temperatures during construction and operation.
g) Tree hotels (Mv‡Qi †nv‡Uj) are hotels which are built with living trees as structural
elements.
h) Bunker hotels (ev¼vi †nv‡Uj) are former nuclear bunkers transformed into hotels and are
found in Switzerland.
i) Cave hotels (¸nvi †nv‡Uj) are hotels built into natural cave formations, some with rooms
underground.
j) Underwater hotels (Wy‡ev †nv‡Uj) are special hotels which are constructed under the
water and require scuba diving for the guests to get access to the rooms.
Review Question
1. Explain each of the following briefly.
i. Classification of Hotel on the Basis of Size
ii. Small Hotel
iii. Medium Hotel
iv. Large Hotel
v. Very Large Hotel
vi. Classification of Hotel on the Basis of Star
vii. One Star Category Hotels
viii. Two Star Category Hotels
ix. Three Star Category Hotels
x. Four Star Category Hotels
xi. Five Star and Five Star Deluxe Category Hotels
xii. Classification of Hotel on the Basis of Location
xiii. Down Town Hotels
xiv. Airport/Transient Hotels
xv. Resorts
xvi. Motels
xvii. Sub Urban Hotels
xviii. Classification of Hotel on the Basis of Clientele
xix. Down Town Hotels
xx. Airport Hotels
xxi. Resorts
xxii. Motels
xxiii. Conference Centers
xxiv. Convention Hotels
150 Fundamentals of Tourism and Hospitality Management
Review Question
1. What are the differences between Hotel and Motel? 2019 (5a)
5. Radisson Blu Dhaka Water Garden: Radisson Blu Dhaka Water Garden provide a nice
option for travelers like you. As your “home away from home,” the hotel rooms offer a flat
screen TV, air conditioning, and a minibar, and getting online is easy, with free wifi
available. Guests have access to room service and a concierge while staying at Radisson Blu
Dhaka Water Garden. In addition, Radisson Dhaka offers a pool and a poolside bar, which
will help make your Dhaka City trip additionally gratifying.
6. Hotel Sarina: Hotel Sarina, Dhaka’s most conveniently located Five Star Hotel. ‘Banani’,
one of the posh areas of Dhaka, also the new business hub, are the neighborhood of Hotel
Sarina. Being located in this business district you are not far from any of the important
destination of your choice like business district of Gulshan, Baridhara Diplomatic Zone,
Airport and so on. It is only thirty minutes drive from the International Airport, about five
to ten minutes drive to Gulshan and to the diplomatic zone. Two renowned shopping malls
are only a few minutes walking distance from the hotel.
7. The Peninsula Chittagong Limited: The Peninsula Chittagong Limited is a 4-star property
in Port City's upscale GEC Circle, a short 5-minute walk from Central Plaza shopping area.
An outdoor pool, pampering spa treatments and a well-equipped fitness centre are available.
There is also a 24-hour front desk and free parking. The air-conditioned guestrooms all
come with a flat-screen TV, minibar and personal safe. Separate smoking and non-smoking
floors are available. En suite bathrooms are equipped with a shower.At the spa, guests can
relax with a massage, or at the sauna and hot tub. The hotel also provides a business centre
and a tour desk.
8. Six Seasons Hotel: Six Seasons Hotel is situated in the heart of Dhaka, just a minute walk
from the serene Gulshan Lake. Free WiFi access is available. Each elegant air-conditioned
rooms here will provide you with a flat-screen cable TV and a minibar. At Six Seasons
hotel, other facilities offered include meeting facilities, a tour desk and luggage storage. It
also has a temperature controlled infinity pool.
9. Long Beach Suites: Long Beach Suites Dhaka is one of the finest Luxury business-class
hotels in the city. We are located in the heart of Gulshan 2, the prime diplomatic and
commercial zone of the city. The hotel offers fandom design, lavishing ambience, serene
comfort and is setting new standards in hospitality.
10. Radisson Blu Chattogram Bay View: Radisson Blu Chattogram Bay View offers guests
an unforgettable lodging experience in Chattogram. Stay within walking distance of M. A.
Aziz Stadium and Chattogram Club Limited in this commercial capital, and enjoy proximity
to popular destinations like Cox’s Bazar.
11. Sheraton Dhaka Gulshan: Sheraton Dhaka, Gulshan, a luxury hotel located in the heart of
Dhaka, Bangladesh. We offer an ideal setting surrounded by many retail shopping
destinations and set in the middle of the diplomatic zone close to embassies.
Review Question
1. Name some of the International Chain Brands of Motets that operating in Bangladesh. 2019
(9.a)
Chapter -4: Hospitality and Related Services: Introduction 155
1. FOOD & BEVERAGE MANAGEMENT (Lv`¨ I cvbxh় e¨e¯’vcYv): Responsible for all
things related to food and beverage from ordering products to hiring staff and balancing
profit and loss sheets. The career requires exceptional social and analytical skills. The ideal
candidate is organized, calm under pressure, service oriented and business minded.
2. FRONT OFFICE RECEPTION (d«›U Awd‡m wiwmckb): From the very first moment of a
guest’s arrival, the front office serves as the face of the company and its standards of
service. Knowledgeable not only about the products they offer, these individuals are
friendly, customer service oriented and can give insights on the surround area.
3. RESORT MANAGEMENT (wimiU e¨e¯’vcYv): Oversee all operations departments from the
front desk and security to housekeeping and food and beverage. Responsible for the overall
success of the facility, this is a very diverse position that manages a wide variety of people.
A strong leader, that is both service oriented and business savvy, will exceed in this
management role.
4. RESTAURANT MANAGEMENT(‡ióy‡i›U e¨e¯’vcYv): A dynamic position leading a team of
employees servicing food and beverage. A day in the life of a restaurant manager can go
from tasting wines with different distributors to bussing tables on a busy night. Also
responsible for the overall function of the operation, inventory, ordering and budgeting
often top the list of a manager’s to-do list.
5. SPA AND WELLNESS MANAGEMENT(¯úv Ges ¯^v¯’¨ e¨e¯’vcYv): Responsible for the
day-to-day operations of a health or beauty spa. Based on the size of the operation the
position can be customer service focused or more business based, handling all the
marketing, schedules, and training.
6. EVENT MANAGEMENT - CONCERTS, FESTIVALS & EXHIBITIONS (B‡f›U
g¨v‡bR‡g›U - KbmvU©m, DZ&me I c«`k©bx): Event planning and project management dealing with
156 Fundamentals of Tourism and Hospitality Management
large scale events. This role involves studying the brand, identifying the target audience,
devising the event concept and coordinating all the technical aspects before launching or
hosting an event.
8. WEDDING COORDINATION (weevn mgš^h়): It all comes down to the details and building
relationships. Brides want to have confidence in their wedding coordinator and in doing so,
this individual needs to be extremely organized and love executing special events with
many moving components, balancing a need for both structure and creativity in the
workplace. A rewarding career for the right individual, making lasting memories.
OTHER AREAS (Ab¨ GjvKv mg~n)
9. AIRLINES (wegvb): Jump on board and travel the world as a flight attendant. Manage the
inflight services taking care of food and beverage, duty free and other customer service
requests. Upon landing you are in a new location, traversing the globe on a regular basis.
10. AMUSEMENT PARKS (c«‡gv` D`¨vb): Make every child’s eyes light up. Manage the
overall operations as a member of the leadership team or be ready to welcome amusement
park goers behind the desk selling tickets, supervising a food and beverage outlet or
controlling the rides themselves.
11. CASINOS (K¨vwm‡bv): The gaming service industry is huge and jobs are typically found in
casinos or at the racetrack. Someone interested in this career may work as a dealer, slot
machine attendant, pit boss or an overall operations manager dealing with the activities, in
addition to any lounges or food and beverage outlets offered to the players.
12. CATERING (†KUvwis): A mash up of sales, project management and food and beverage, this
is a fun and vigorous career. Whether you’re a chef creating the menu or coordinator
organizing the vendors, this position is constantly on-the-go fielding queries and giving
instructions. A great position incorporating sales with event planning.
13. CRUISES (Rvnv‡R c«‡gv`ågY): Head out to sea. Very similar to a hotel, but you are floating
from port to port. Work in sales, food and beverage, housekeeping, maintenance or security.
Maybe you strive to be the big boss, in which case there are a lot of moving parts to oversee
24 hours a day.
14. CONSULTING (civgk©): Work for a firm or start your own business, this career requires a
base of experience in order to advise your clients. Whether in hotels, restaurants or travel,
becoming an expert in your trade will allow you to give the soundest guidance.
15. START YOUR OWN BUSINESS (wb‡Ri e¨emv ïiæ): The sky is the limit. Whatever you
dream you can create. From opening a restaurant in Miami to offering sightseeing tours of
the Vatican in Rome, there is no end to the possibilities in the tourism and hospitality
industry. With a little ingenuity, good business sense and creative genius you can start a
company of your own and scale to great magnitudes.
Review Question
1. Explain the management of Commercial Lodging.
Chapter -4: Hospitality and Related Services: Introduction 157
2. Food and Beverage Service Department: Food and beverage department are one of the
main service oriented and crucial department of the hotel. It renders the services of prepared
food items, beverages, and tobacco in a hospitable way to the customer as per their demand.
Chapter -4: Hospitality and Related Services: Introduction 161
The food and beverage department put forward the world class service of food and drink.
The services that food and beverages _ provide may be a coffee shop, bars, lounges,
specialty restaurants, banqueting, and room service etc.
3. Food Production / Kitchen Department: A kitchen is a well designed closed area with
skillful chefs and all necessary equipment, tools and utensils liable for preparing food items
as per guest orders followed by standard recipes, it is a skilled food production team which
prepares food items as per the guest orders, it prepares food according to the menu and there
162 Fundamentals of Tourism and Hospitality Management
are two types of menu. They are as follows' A" la carte menu {it is a choice menu where
food and beverages are individually priced) Table d'hote (it is a fixed menu where the price
of food and beverages are taken at once)
to put more effort in training and development programmers to enhance the technical and
conceptual knowledge in the staff.
and their securities. Engineering is responsible for the maintenance and the operation of all
machinery and equipment (including heating, air-conditioning, and lighting.) it is also
responsible for carrying out all carpentry, upholstery and a small building, plumbing and
other works of a hotel.
Review Question
1. Explain each of the following departments of a hotel.
a. Major operational departments of a hotel.
b. Housekeeping departments of a hotel.
c. Food and Beverage Service departments of a hotel.
d. Food Production or Kitchen departments of a hotel.
e. Front Office departments of a hotel.
f. Sales and marketing departments of a hotel.
g. Personal and human resources departments of a hotel.
h. Account and finance departments of a hotel.
i. Security and engineering departments of a hotel.
j. Purchase and store departments of a hotel.
k. Major functions of Housekeeping department. 2019 (14.d.)
l. What are the major operational departments of hotel? 2018 (11.b)
According to the famous hotelier Mr. EM. Starlet 'The guest is always right "Which is the
very baseline of thought that today every hotel. Front Office people and Operator thinks. The
department which is located in the front of the house, as the name indicates is called a Front
166 Fundamentals of Tourism and Hospitality Management
Office. Moreover, the office which is considered as "Shop Window" or a "Show Case" in a shop
where a guest is checked in and out, guest personal expenditure account is maintained.
Information and message are transferred are known as a front.
This department is the major source of guest information and is responsible is maintaining guest
records. It is, therefore, the logical connecting link between the guest and the hotel
management. The front office department in a hotel holds prime importance in view of the basic
nature of business of establishment i.e. to sale room and collect revenue during arrival and
departure of the guest. It has a complementary role of image building, as it is the first and last
point of contact for every guest. Thus, the role of the front office is to reserve, receive, allocate
rooms to guests and act as a continuous of information to guests thought the period of stay in
the hotel
Role of front office
1. Reserving the room as per the request.
2. Receiving guest and help them to complete the registration form.
3. Providing the information to the guest and deals with mail message and phone call.
4. Handel guest's complaint and act accordingly.
5. Prepare guest arrivals and departure lists.
6. Handling and controlling guest rooms keys.
7. Dealing with accidents and unseal events.
8. Assigning room along with the keys to the guest.
Front Office System
1. Non automated: it is run by the mechanical equipment such as reception and keys
racks, paper files, manual keys, and all paper works. This system is mostly operated by
the small category hotels and other business industries.
2 Semi automated: it is run by the machines such as room rack and key rack with light
system, posting machines, ECR, typewriter, fax machine and other support devices, etc.
This system mostly operated by medium category hotel and other accommodation
industries.
3. Fully automated: It is fully run by the aid of modern computer system with the help of
software this system has done away the room the room rack and guest rack. The
computer terminal has replaced them with all the information of guest check-in and
Check-out. It is equipped with a printer, telephone, the internet, credit card processor,
voice mail/ message, room service alert, emergency siren,etc. This system is operated
by the large hotels and other accommodation industries.
Chapter -4: Hospitality and Related Services: Introduction 167
2. Vending: Vending machines are provided at many hotels and motels. These machines usually
sell soft drinks, snacks, and other items commonly sold in vending machines. Ice dispensers are
also standard. While in some hotels, the ice may be complimentary, there may be a fee to obtain
ice in others.
3. Exercise: Some hotels have fitness centers allowing guests to work out during their visits. A
recent trend at some upscale properties has seen some of the exercise and fitness programs held
outdoors. [9]
4. Recreation: Many resorts offer various recreational activities, such as golf, tennis, and other
popular sports.
5. Swimming pools: Some hotels offer swimming pools to their guests. Outdoor pools may be
open seasonally in temperate climates. Indoor pools can be open year round in any climate.
6. Parking: It is customary to offer free self-parking, though this is not always the case, especially
if the parking is in a garage or parked, while some hotels offer valet services to their guests.
Review Question
1. What are the amenities of a full service hotel? 2019 (11.b)
Services provider’s base on the occasion of major events which call for a large number
of customers.
Review Question
1. What is food and beverage services?
4. French Service: It is very personalized and private service. The food is taken in platters and
casseroles and kept on the table of guests near their plates. The guests then help themselves. It is
expensive and elaborate service commonly used in fine dining restaurants. This service has two
variants −
• Cart French Service − The food is prepared and assembled at tableside. The guests select food
from the cart while sitting at their tables and are later served from the right. It is offered for
small groups of VIPs.
• Banquet French Service − The food is prepared in the kitchen. The servers serve food on each
individual’s plate from guest’s left side. For replenishment, the servers keep the food platters in
front of the guests.
174 Fundamentals of Tourism and Hospitality Management
5. Gueridon Service: In this service, partially cooked food from the kitchen is taken to the Gueridon
Trolly for cooking it completely. This partial cooking is done beside the guest table for achieving a
particular appearance and aroma of food, and for exhibiting showmanship. It also offers a complete
view of food. The waiter needs to perform the role of cook partially and needs to be dexterous.
6. Silver Service: In this service, the food is presented on silver platters and casseroles. The table is set
with sterling silverware. The food is portioned into silver platters in the kitchen itself. The platters
are placed on the sideboard with burners or hot plates. At the time of serving, the waiter picks the
platter from hot plate and presents it to the host for approval and serves each guest using a service
spoon and fork.
7. Russian Service: It is identical to the Cart French service barring the servers place the food on the
platters and serve it from the left side.
8. Assisted Service: Here, the guests enter the dining area, collect their plates, and go to buffet counters
and help themselves. The guests may partially get service at the table or replenish their own plates
themselves.
9. Buffet Service: It this type of service, the guests get plates from the stack and goes to buffet counter
where food is kept in large casseroles and platters with burners. The guests can serve themselves or
can request the server behind the buffet table to serve. In sit-down buffet restaurants, the tables are
arranged with crockery and cutlery where guests can sit and eat, and then replenish their plates.
Chapter -4: Hospitality and Related Services: Introduction 175
10. Self Service: In this type of service, the guests enter the dining area and select food items. They pay
for coupons of respective food items. They go to food counter and give the coupons to avail the
chosen food. The guests are required to take their own plates to the table and eat.
11. Cafeteria Service: This service exists in industrial canteens, hostels, and cafeterias. The menu and
the space is limited; the cutlery is handed over to the guests. The tables are not covered. Sometimes
high chairs are provided to eat food at narrow tables. It is a quick service.
12. Single Point Service: In this type of service, the guest orders, pays for his order and gets served all
at a single point. There may be may not be any dining area or seats. The following are the different
methods of Single Point Service.
13. Food Court: This is an array of autonomous counters at which the customers can order, eat, or buy
from a number of different counters and eat in adjacent eating area.
176 Fundamentals of Tourism and Hospitality Management
14. Kiosks: The customer enters the choice and amount of money physically and the machine dispenses
what customer demanded accurately.
15. Take Away: Customer orders and avails food and beverage from a single counter and consumes it
off the premises.
16. Vending: The customer can get food or beverage service by means of automatic machines. The
vending machines are installed in industrial canteens, shopping centers, and airports.
17. Special Service: It is called special service because it provides food and beverage at the places
which are not meant for food & beverage service. The following are the different methods of special
service.
18. Grill Room Service: In this type of service, various vegetables and meats are displayed for better
view and choice. The counter is decorated with great aesthetics, and the guest can select meat or
vegetable of choice. The guest then takes a seat and is served cooked food with accompaniments.
19. Tray Service: Method of service of whole or part of meal on tray to customer in situ, such as
hospitals, aircraft, or railway catering.
20. Trolley/Gueridon Service: Food is cooked, finished or presented to the guest at a table, from a
moveable trolley. For example, food served on trollies for office workers or in aircrafts and trains.
21. Home Delivery: Food delivered to a customer’s home or place of work. For example, home delivery
of pizza or Meals on Wheels.
Chapter -4: Hospitality and Related Services: Introduction 177
22. Lounge Service: Service of variety of foods and beverages in lounge area of a hotel or independent
place.
23. Room Service: Here food is served to guests in their allotted rooms in hotels. Small orders are
served in trays. Major meals are taken to the room on trolleys. The guest places his order with the
room service order taker.
The waiter receives the order and transmits the same to the kitchen. Meanwhile, he prepares his tray
or trolley. He then goes to the cashier to prepare and take the bill. He then takes the bill along with
the food order for the guests’ signature or payment. Usually clearance of soiled dishes from the room
is done after half an hour or an hour. However, the guest can telephone Room Service for the
clearance as and when he has finished with the meal.
Review Question
1. Give an overview on types of food and beverage service.
2. Define each of the following:
a. Table Service
b. English or Family Service
c. American or Plate Service
d. French Service
e. Gueridon Service
f. Silver Service
g. Russian Service
h. Assisted Service
i. Buffet Service
j. Self Service
k. Cafeteria Service
l. Single Point Service
m. Food Court
n. Kiosks
o. Take Away
p. Vending
q. Special Service
r. Grill Room Service
s. Tray Service
t. Trolley/Gueridon Service
u. Home Delivery
v. Lounge Service
w. Room Service
178 Fundamentals of Tourism and Hospitality Management
The upper half depicts food preparation related functions, whereas the lower half depicts food
and beverage service to customers.
Review Question
1. What is the food and beverage services cycle?
6 Condiments: Spices, sauce or other food preparations used to enhance the flavor or to
complement the dish.
7 Crockery: Plates, dishes, cups, and other similar items, especially ones made of glass,
earthenware, or china clay.
8 Cross-Contamination: It is a process of unintentional transfer microorganisms from one
substance or object to another, with harmful effect.
9 Croutons: Crispy cubes of bread
10 Cutlery: Knives, forks, and spoons used for eating or serving food.
11 Deli: A store that sells pre-cooked fine food.
12 Dram Shop: American term for ‘Alcohol Bar’.
13 Gueridon Trolley: A trolley used in F&B Services business on which the food can be
cooked, finished, or presented to the guest at the table.
14 High Ball (Long Drink): Alcoholic beverage mixed with a large volume of soft drink
and served in a tall glass with straw.
15 Mocktail: A non-alcoholic drink prepared using fruit juices or other soft drinks.
16 Pathogen: It is a biological agent that causes disease to its host.
17 Platter: A large flat dish or plate for serving food.
18 Pub: British name for ‘Public House’, an establishment licensed to serve alcoholic
drinks.
19 Shot Ball (Short Drink): Alcoholic drink consumed in a gulp. It is served in shot glass.
20 Situ: On site, locally.
21 Spot Checking: Regular surprise checking conducted to review standardized recipes and
food products to maintain quality.
22 Station: A set of tables allocated to waiters in the F&B Services establishment.
23 Table Cover: It is the area on the table for plates, glasses, and cutlery for single person.
24 Tines: Parallel or branching spikes of a fork.
25 Toque: Cooks cap with multiple folds represents the many different ways a chef knows
to prepare a dish.
Review Question
1. What are the terminology used in food and beverage services?
Chapter -4: Hospitality and Related Services: Introduction 181
3. Restaurant Manager: The Restaurant Manager looks after the overall functioning of a
restaurant. The responsibility of this staff member include −
Managing the functions in the dining room
Ordering material
Stock-taking or inventory checking.
Supervising, training, grooming, and evaluating the subordinates
Preparing reports of staff and sales
Managing budgets
Handling daily sales and coordinating with cashiers
4. Room Service Manager: The Room Service Manager is responsible for −
Selecting, training, encouraging, and evaluating all junior employees
Ensuring that cultural values and core standards of F&B department/establishment are
met
Controlling labor expenses through staffing, budgeting, and scheduling
Handling guest complaints
Providing special requests
5. Banquet Manager: The Banquet Manager is responsible for −
Setting service standard for banquets
Forecasting and allocating budgets for various types of events such as conferences,
meetings, etc.
Achieving food and beverage sales
Controlling chinaware, cutlery, glassware, linen, and equipment
Handling decorations and guest complaints
Providing special requests
Purchasing required stock by following appropriate requisition procedures
Following up each function by receiving guest feedback and submitting it to F&B
Manager
Participating in departmental meetings
Planning and pricing menu
Training, grooming, and development of staff underneath
6. Bar Manager: The Bar Manager is responsible for −
Forecasting the daily flow of customers
Allocating right number of staff according to customer influx
Chapter -4: Hospitality and Related Services: Introduction 183
feel of the
theme. Mostly
informal
ambience.
Vending Machines Pre-packaged Located in high Complete self-service.
chips, labor cost and
portioned limited space
foods, canned areas such as
beverages. transport hubs.
Review Question
1. State some famous types of food and beverage outlets?
The purchasing department works with accounts department to keep the information on
allocated budget and balance budget.
The following factors influence purchasing −
• Size of F&B Organization
Chapter -4: Hospitality and Related Services: Introduction 189
1. Furniture in F&B Services: Furniture is an important part of any F&B Services outlet. It
needs to be strong, easy to use and clean. The furniture plays an important role in bringing
the look and creating an ambience of the outlet. The furniture, fixtures, and fittings are
fixed commodities.
2. Indoor Furniture: It mainly consists of tables, chairs, push-down chairs, racks, and
lockers.
3. Outdoor Furniture: It needs to be sturdy as well as attractive. It includes coffee tables and
chairs, bar chairs, dining sets, day beds, loungers, hammocks, and swings.
4. Fixtures and Fittings: A fixture is any item bolted to the floor or walls. For example, air
conditioners, electric plugs, sinks and toilets, art pieces, and television screens mounted on
wall are fixtures.
5. A fitting is any free standing item or an item that can be hung by a nail or hook. For
example, paintings, mirrors, curtain rails, and lamps are fittings.
6. Tableware in F&B Services: Tableware consists of crockery, cutlery, glassware and linen
used while serving and eating meals at a table. These are circulating equipment which can
be grouped into the following types −
7. Chinaware: This is a collection of fine dishes, bowls, food platters, section dishes,
ramekins, cups and saucers, soup spoons, vases, and ash trays made using a translucent
ceramic material.
8. Hollowware: This consists of containers such as serving bowls, pots, kettles, ice jugs, and
water. These containers are either made from glass or metals such as copper, brass, or
stainless steel.
Chapter -4: Hospitality and Related Services: Introduction 191
9. Glassware: This consists of articles made of fine glass. Glassware includes jugs, pitchers,
drinkware, ash trays, vases, and similar articles.
10. Silverware: The objects in silverware are made of Electro Plated Nickel Silver (EPNS).
These are made from an alloy of brass, zinc, stainless steel or nickel with silver plating of
10 to 15 microns. Silverware includes spoons, forks, knives, hollowware, drinkware, tongs,
ice bucket, and a salver.
11. Chaffing Dishes (Chafers): These are food warming dishes. They keep the food warm for
an adequate time and temperature. They come in two variants: electric or chafer fuel
candle.
Chaffing dishes are available in multiple sizes, shapes, and lids. Modern-day chafing dishes
are made of light metal or ceramic with handles, sometimes covered with a see-through lid.
Here are some chaffing dishes −
192 Fundamentals of Tourism and Hospitality Management
12. Food & Beverage Services - Use Of Cutlery: Cutlery comprises of any hand-held
implement for eating or serving food. It includes various spoons, forks, knives, and tongs.
It is also called silverware or flatware. Cutlery is made of metals like stainless steel or
silver.
In modern days, cutlery has come up in wonderful combinations — spife (spoon +
knife), spork (spoon + fork), and knork (knife + fork).
13. Types of Spoons, Forks, and Knives: There are different types of spoons for serving or
eating different kinds of food. The forks often accompany spoons or help independently to
pick food bites. The knives are used to portion the food.
Dinner Spoon (Table Spoon) − It has elongated round cup. It is used to eat main
course food items. It can pick up just the right amount of rice, stew, or curry. It is
always paired with a fork (with four tines) of the same length or a dessert knife.
Dessert Spoon, Dessert Knife, and Dessert Fork − These are smaller than their main
course peers and are used to have desserts.
Soup Spoon − It has a round cup bigger than that of the table spoon. It is as long as a
dinner spoon.
Tea/Coffee Spoons − These are smaller than the dessert spoon in length and size of
cup. We use these spoons to stir tea or coffee.
Sugar Spoon − It has a flower shaped round cup. It is used to take sugar from sugar
bowl of tea set.
Chapter -4: Hospitality and Related Services: Introduction 193
Ice Cream Spoon − It is a small spoon with flat rim that can help to cut the right
amount of ice cream. It can come in small, medium, and large sizes according to the
quantity of the ice cream served and the size of the bowl.
Cocktail (Soda) Spoon − It is a drink spoon with a long handle that helps the spoon to
reach the bottom of a tall glass.
Butter knife − It has short rectangular blade that is sharp on the lower side to form an
edge. It is useful in cutting semi-firm pieces of butter and apply them on food items
such as breads.
Salad Spoon − It is always used in pair with salad fork. It helps mixing and serving
salad efficiently.
Serving Spoon − It is a spoon with large round cup designed to serve stews and rice.
Deli (Fruit) Fork − has two tines. It helps to pick thinly sliced food such as slices of
fruits.
Roast Fork − It is the largest fork. It has longer and stronger tines that help to hold and
pick large meat or vegetable pieces.
Cake Knife − It is a flat, elongated triangle-shaped knife and is used to cut pieces of
cake and handle it smoothly.
14. Types of Glasses: The glasses and tumblers come in a wide variety of shapes and sizes.
They are either footed with stem or non-footed. They can also be high-ball or low-ball.
Some of the widely used shapes are –
Margarita − It is a variant of goblet with a wide round dish-like cup. Margarita is used
as a cocktail, mocktail, or a sorbet glass.
Mug − It is used to serve beers.
Nonic Glass − It is a tall glass with a broad rim. It is used to serve beers.
Pilsner − It is a high-ball glass used to serve cold coffee, iced tea, juices, and beer. A
pilsner can support beers or aerated drinks gracefully.
Pint − It is a glass used to pour distilled alcohol into other glasses.
Shot Glass − It is a small glass used to consume fermented or distilled alcohol directly.
It can also be used to pour distilled alcohol into other glasses for mixing with water or
sparkling water.
Snifter − It is used to serve spirits.
Thistle Glass − Its silhouette is shaped like a thistle flower. These glasses have tapered
broad rims with round cups attached to a stem and disk. It is used to serve ales and
aerated drinks.
Tulip Glass − It is used to serve beer, cocktail, or mocktail.
15 Linen: The linen at any food and beverage service outlet is either disposable or non-
disposable.
Disposable Linen: This includes items that can be used only once. These items are
made of recycled paper with high absorbing capacity. For example, table napkins,
restroom tissues, wrappers, and facial tissues. Facial tissues soaked in Cologne water
are given to the guests. It is considered a good welcome gesture. Disposable table linen
is usually offered to guests in trains or aircrafts before meals.
Non-Disposable Linen: The items in this category are made from flax. This includes
table cover, dinner napkins, tea napkins, and table runners. Non-disposable linen must
be clean and pleasantly scented. It must be starched if required.
Chapter -4: Hospitality and Related Services: Introduction 195
Non-Disposable linen must be placed on the table tidily. The staff can fold them and
arrange them in decorative shapes or just put them through decorative linen rings to
catch guests’ eyes and start imparting warm experience to them at the table.
Review Question
1. Discuss in detail about the equipment used in food and beverage services.
Server − A server is smaller, shorter, and more formal than a buffet or sideboard.
Sideboard − It has short legs.
\
2. Trolley: It is a serving cart used for serving as well as storing. It has wheels which enable
it to move easily around the kitchen. It is also used in elite food and beverage outlets for
serving the guests. It is available in various designs, sizes, and shapes. You can choose on
number of shelves and sections, and burners. When not in use, it is preferably parked at the
wall.
A POS system in the F&B Services can increase convenience and accuracy in order tracking,
and can save time during rush hours. It can smoothly perform the following functions −
Calculating cash due for every order entered for a table.
Recording the method of payment.
Tracking balance cash.
Creating periodic sales reports.
Calculating labor and payroll data.
Recording daily check averages for each worker.
Tracking the number of balance and sold food items.
Recording information of repeat customers.
Review Question
1. What is Point-of-Sale Equipment in F&B Service?
What is Garnishing?
It is the way of decorating the food or beverage so that it is aesthetically appealing for the
guests/customers. It works on the plate. Garnishing also harmonizes color, flavor, and taste of
the main dish.
198 Fundamentals of Tourism and Hospitality Management
Chopped herbs or small twigs of herbs, leafy vegetables, twirls of carrots or tomatoes, swirls of
fresh cream, fruit glaze, chopped nuts, seedless berries, and lemon zest or slices are used for
garnishing.
Desserts are garnished with dried fruits, fresh fruit zests, glazes, roasted or candied nuts,
frostings, chocolate curls, chocolate coated buts, or small pieces of sugar arts.
Drinks like cocktails and mocktails are garnished using fruit pieces and zests, mint leaves, and
castor sugar. Milk based drinks are garnished mostly with fruit pieces, cherries, chocolates, or
nuts.
What is Accompaniment?
There are dishes that come along with accompaniments. These accompaniments complement
the main food and enrich its taste. It provides an aesthetic value to the main dish. The
accompanying food or beverage itself can have a garnish of its own. An accompaniment can be
inside the main dish or in a separate bowl.
The following are a few different types of accompaniments −
Sauces and Dips
Pickles
Dressings
Chips and Wedges
Salads
Gravies
Beverages such as soft drinks or wines
Breads
Chapter -4: Hospitality and Related Services: Introduction 199
For example, grilled Hake fish served with potato chips and Pizza served with garlic bread,
cheese dip, and a carbonated beverage.
Review Question
1. What is Garnishing?
2. Do’s and Don’ts of Food Garnishing?
3. What is Accompaniment?
(Pao=bread, pickle.
Bhaji=Spicy
Stew)
Barbequed/Braiied Herbs Sauces
Beef/Game Meat
Roast Beef Herbs, Butter Horse Radish sauce
Fruit Salad Castor Sugar Yogurt
Irish Stew Herbs Worcestershire sauce and
Pickled red cabbage.
Poulet Grille Herbs in butter. Addition of grilled dices of
Americain tomato, mushroom, capsicum,
(American Grilled and potato.
Chicken)
Sage and Onion Pieces or Stripes of salad vegetables. Apple sauce and roast gravy.
Stuffed Goose
Fromage Assorti Castor sugar for crème cheese. Celery, Radish, Water Crest,
(Assorted Cheese) and Cracker Biscuits.
Veg/Non-veg Chopped fresh coriander Steamed Rice or Bread
Stew
Ice Creams Vanilla/Chocolate/Raspberry/Strawberry Waffle sticks or stripes.
Sauce, chopped nuts, Colorful candies,
Rose Petals
Review Question
1. Explain about few popular food items with their garnishing and accompaniments?
Chocolate and Wine Pairings: Lighter chocolates contain more milk based-products
and less chocolate. Chocolates with light and elegant tastes are paired best with light-
bodied wines. The ones with more bitter taste are paired with intense flavored full-
bodied wines.
Review Question
1. What is Wine Pairings?
2. What is Cheese and Wine Pairings?
3. What is Chocolate and Wine Pairings?
4.44 Recipes
iÜY c«Yvjx
Standardized Recipes: A critical standardized recipe is one that, “has been tried,
adapted, and retried several times for use by a given food service operation and has
been found to yield the same good results under same procedures, equipment, and
quantity and quality of ingredients.”
Generally, popular menu items are developed using standard recipes, ingredients, and
presentation.
Benefits of Standardized Recipes:
A standardized recipe can bring in the following benefits −
Consistency in food quality.
Consistency in nutrients per unit serving.
202 Fundamentals of Tourism and Hospitality Management
Knives are placed on the right of the dinner plate whereas forks are placed on the left.
Butter knife is placed on the side plate.
The cutting edge of the knives must be towards the plate.
Table napkin must be neatly folded and placed on the side plate.
2. Setting Table for Formal Dining
This type of table setup is required for formal events like corporate lunch or dinner, or a
wedding party. The formal dining contains multiple courses and second helpings are not
offered.
This table setup looks as follows −
5. Preparing Condiments
The condiments are kept according to the theme of the F&B service. For example, if the
establishment is serving Italian food, the staff needs to prepare shakers of dried herbs, salt, and
pepper flakes. In European restaurants, they typically keep salt, sugar, and pepper as basic
condiments.
When the guests leave the tables, the serving staff needs to check the condiment containers and
replenish them if required.
6. Napkin Folding
Today, there are large varieties of napkins available in different colors and materials. Paper
napkins are used majorly for informal dining whereas for formal dining, linen napkins are
preferred.
Napkin can be folded in a number of attractive ways. They can be shaped as a flower, a
character, or some object. A well-folded and well-placed napkin on the plate grabs the
attention of the guests.
7. Food Presentation
Presentation of a food or beverage is equally important as its recipe as the other senses are
stimulated through sight and aroma. A well-prepared dish is complete only when it is
presented with beautiful garnish in an appropriate food container or platter. The serving staff
must follow the basic guidelines for food presentation −
It must be presented at the required temperature.
It must be presented according to the serving size.
Chapter -4: Hospitality and Related Services: Introduction 209
For example, the coconut water from a tender coconut can be served in the neatly cut and clean
tender coconut itself from which it is taken out. Also, mocktails or cocktails can be presented
with straws and slices of fruits in different shapes and colors.
Food and Beverage Services - SOPs
When few tasks in an organization are required to be conducted repetitively, it is a good idea to
generate a set of Standard Operating Procedures (SOPs). These make the tasks in hand easy
and effective, and save a great deal of time and effort. SOPs also help to train the staff and
avoid silly errors.
Let us understand a few important SOPs set in F&B service establishments −
9. Laying Out a Guest Table
The procedure is as follows −
Check the table linen for cleanliness and spread it on the table neatly to remove
wrinkles.
210 Fundamentals of Tourism and Hospitality Management
Shape the clean linen aesthetically and place it on the extreme left on the top of the
dinner plate.
12. Handling the Telephone Calls
The staff members who handle the telephone calls must be thoroughly aware of the work
system. The procedure for handling calls is as follows −
Always answer the phone call promptly, within three rings. If it takes time to answer,
apologize to the customer.
Speak with the caller attentively by avoiding any distractions around.
Always inform the caller before transferring his call and putting him/her on hold.
Always talk politely and respectfully to the customers by addressing women as
‘Madam’ and men as ‘Sir’.
Ensure that you solve all the customer queries before terminating the telephonic
conversation.
Speak clearly with a cooperative tone; do not speak loudly.
Avoid domain jargons and informal words such as ‘Yup’, ‘hang-on’ or yeah.’ Instead,
use formal words such as ‘absolutely’, ‘please wait’, ‘Yes’, etc.
Always end the phone call by saying, ‘Thank you for calling (sir/madam)!’.
13. Taking the Order
The orders for table reservation or food delivery can be taken on phone. Direct service orders
are placed and taken to the guest table.
14. Taking Orders on Phone
While taking orders on phone, the visual channel of communication is absent. Hence the staff
needs to listen to the caller attentively while taking order on the phone.
Answer the customer’s call immediately and take the communication further cordially
by saying, “Good (morning/afternoon/evening), I am (own name); How can I help
you?”
Pay a complete ear to the customer’s requirement of food, beverage, table reservation,
or any specific requirement.
Note down the order details on a notepad.
Inform the customer about time estimation of delivery if it is home delivery order. If it
is table reservation, confirm the timing of customer’s arrival and the total number of
persons to the customer.
Repeat the order to the customer and take his confirmation.
212 Fundamentals of Tourism and Hospitality Management
Ask for the address or confirm the address and contact number if it is already in the
database.
End the conversation by greeting the customer and assuring him the best service.
Hand over the order to the kitchen staff. Inform the delivery staff member in case of
home delivery. Inform the service staff members to prepare a table for the given
number of persons and the occasion in case of table reservation.
15. Taking Orders at the Table
This takes place when the guests are already seated.
Ensure that the guests are seated comfortably.
At the start, offer them welcome drink if any or chilled water.
Offer them food and wine menus.
Greet the guests and ask them courteously, “What would you like to have,
(Sir/Madam)?”
Note down the order carefully.
Confirm which variant of the food or beverage they wish to have; if there are multiple
variants of the same food item. Help the guests by suggesting the beverage or side dish
that goes well with the main dish if required.
Repeat the items ordered with their respective quantities.
Inform the guest about expected time of the order arrival.
Leave the guest table and send the order to the kitchen.
16. Rules for Communicating with the Guests
Conversation with the guests is the backbone of any service-providing business. The
guidelines for conversing with the guests are −
Keep upright posture and smiling face.
Let them know that you are enthusiastic and eager to serve them.
Be respectful to elderly guests, friendly with the same-age guests, and jovial with the
children.
Keep the voice of speech audible and clear.
Apologize if some food item or beverage has run out of the stock.
While the guests are having their meals, make a brief round at the table to observe if
everything is fine.
Chapter -4: Hospitality and Related Services: Introduction 213
Serve the eldest lady guest of the group first unless the lady herself is a host. After all
ladies are served, serve the men guests starting from the oldest.
Always present a dish with its respective serving spoon.
Tilt the service bowl a little to bring east in serving and take it away after serving.
Always present the ordered drink in an appropriate glass by informing its name to the
guest.
When same wine is offered in consecutive courses, serve it in the same wine glass. If
wine is changed then replace the glass with fresh one.
Always tilt the glass while pouring drinks or fuzzy drinks so that its head and aroma is
held.
Do not bend over served plates while serving other plates across the table. Move as
near as possible to the plate in which you serve.
22. Clearing the Tables
It is important to clear the table between two dining sessions by following procedure −
Clear the table first when the guests finish their main course.
Clear it for the second time just before the guests leave the table.
While clearing, first remove all the pieces of flatware and chinaware except table linen
and center piece. Let the dessert flatware remain in case of first clearing.
Let wine glasses be on the table even after the main course.
While clearing, pickup one plate at a time and place on the tray carefully. In case of
formal dining, replace the removed plate by a fresh one so that table cover of the guest
is never empty.
Do not overload the tray with pile of used plates; make extra rounds to the table if
required.
23. Presenting Bills to the Guest and Settling Them
Before presenting bill to the guest, make sure the guests don’t want to order anything more.
There are many policies of setting guest bills in the F&B establishments. Some prefer the
guests pay cash at the cash collection counter. In such case, the serving staff must accompany
the guest to the payment counter to ensure only the right amount is charged to the guest.
Some F&B Services businesses prefer to bring bills (or checks) to the guests’ tables and get
them settled. While presenting and settling the bill, follow the given steps −
Ask politely, “Should I bring you the bill, Sir/Madam?”
Chapter -4: Hospitality and Related Services: Introduction 215
Once the guest confirms, ask how he/she would like to pay. It should be either credit
card, debit card, or cash.
Go to the payment counter to prepare the bill.
Cashier prepares the bill according to the table number told by waiter.
Present the bill in a small closed folder to the guest from his/her left side.
Stand beside the guest till the guest examines the bill.
If the guest pays by cash, take it and deposit the amount at the payment counter. If the
guest wishes to pay by card, take the guest’s signature on the bill, and take the card
and bill to the payment counter. If the establishment has facility of mobile card-
payment service, take the transaction device to the guest table.
The cashier returns the balance amount if paid by cash. If the payment is by card, he
ensures the card’s expiry date and accepts the payment.
Bring back the copy of printed bill and any change or the card to the guest.
If the guest insists to take the tip, mention your thankfulness with smile.
When the guest stands up to leave the table, pull the chair backwards by informing
him/her to help to get out of the chair gracefully.
Thank the guest for his/her visit and invite him/her to visit again.
Review Question
1. Explain each of the following:
a. Principles of Preparing Covers
b. Setting Table for Formal Dining
c. Setting Table for Casual Dining
d. Setting a Buffet Table:
e. Preparing Condiments
f. Napkin Folding
g. Food Presentation
h. Beverage Presentation
i. Laying Out a Guest Table
j. Formal Dining Table Layout
k. Informal Dining Table Layout
l. Handling the Telephone Calls
m. Taking the Order
n. Taking Orders on Phone
o. Taking Orders at the Table
p. Rules for Communicating with the Guests
q. Dealing with Unexpected Situations
r. Loading and Carrying Trays
s. Loading the Trays
216 Fundamentals of Tourism and Hospitality Management
Employing FSS − The F&B Services businesses must employee at least one Food
Safety Supervisor depending upon the business size.
Safety of F&B Services Staff
Hygiene and safety of food starts right from selecting raw material carefully, preparing food
with health and safety cautiousness, and serving it in the clean environment.
The service staff must −
Attend duty in clean and tidy uniform.
Wear less jewelry while working. This avoids entangling articles and calling for
trouble.
Be aware of the equipment and their appropriate application.
Be careful of handling hot food and beverages.
Clear spillages on the floor immediately.
Never run in the workspace.
Review Question
1. Explain each of the following:
a. F & B Services - Hygiene & Safety
b. Importance of Hygiene in F&B Service
c. Types of Food Contaminations
d. Hygiene Concerns of F&B Services Staff
e. Hygiene Concerns of F&B Services Business
f. Food Safety Concerns
g. Safety of F&B Services Staff
Review Question
1. How is Food Produced?
4.52 Types of Food Production
Food production is further classified into different types including, cultivation, selection, crop
management, harvesting, crop production, preserving, baking, pasteurizing, pudding, carving,
butchering, fermenting, pickling, drink and candy making, restaurants, etc.
The hospitality industry is a part of the service industry that includes lodging, amusement parks,
tourism, transportation etc. A hospitality unit like restaurants, bars, hotels etc., consists of many
sections of cooking, cleaning, managing, etc.
Education plays a critical role in this profession. Food production is not just cooking and
serving. Apart from this, they have to invent, assume, build and manage people.
It is growing very fast and there are many opportunities in the hospitality industry. Food and
beverages industry is one of the major contributing sectors under the hospitality industry.
There are many sources of ready-made food like hotels, caterings, event organizations etc. To
know more about these, it is essential to know how food is processed in the kitchen.
These days, numerous apps such as MenuPro, FineDine, MenuExpress, InnMenu, and more
are readily available to create catchy and engaging menus. A good menu design is a treat for
eyes that drive the guests to place orders.
Depending upon the expanse of physical outlet and service, and the variety of food and
beverages it offers, the menu design and details change.
Indian food is eaten using one’s clean fingers because that way, the flatbreads are easy to
portion. The spoons and forks are used for having snacks, curries, stews, rice, curds, or sweets
when the need arises. Authentic Indian food is generally served in copper or brass bowls and
plates or you can have it on fresh banana leaves or Patravali (Plates made of dried leaves),
which help to save efforts of cleaning and disposing.
A few popular Indian foods are −
Poha (beaten rice soaked and cooked by adding chopped vegetables and cilantro)
Aloo Bonda (Boiled, mashed, and flavored potatoes enwrapped with lentil flour and
deep fried)
Kadhai Panner (Savory cubes of cottage cheese in thick tangy curry or gravy)
Veg Kolhapuri (Wholesome vegetables cooked in spicy red gravy)
Rajma (Black beans cooked in spicy gravy)
Biryani (Aromatic and flavored rice dish cooked with vegetables or meat)
Sarson-da-saag (Mustard leaves cooked with chili, garlic, and mustard oil)
Jalebi (Coils of flour batter deep fried and dipped in sugar syrup)
Gulab Jamun (Deep fried balls of milk powder and flour soaked into sugar syrup)
Italian food boasts of classically prepared pizza bases baked with savoury toppings of
vegetables, meat, and cheese. It also includes a wide range of pastas of various shapes and
sizes cooked and served with authentic Italian accompaniments and sauces.
Chapter -4: Hospitality and Related Services: Introduction 225
The local customs of baking and cooking provide a large array of soups, salads, snacks, meals,
and desserts from Italian cuisine. The food is often accompanied with beverages such as wine,
champagnes, or other similar drinks.
The following are some popular dishes in Italian cuisine −
Bellini (a cocktail made with white peach puree and sparkling wine.)
Caprese Salad
Cacciuco (Seafood stew)
Risotto Alla Milanese (Saffron Rice)
Arancini Veneziani (Venetian Rice Fritters)
Braciola (Italian Beef Rolls in Tomato Sauce)
Spinach and Mushroom Lasagna (Baked sheets of flour separated by stew and
cheese)
Chinese food is prepared with crunchy or leafy vegetables, bean sprouts, a variety of
mushrooms, bamboo shoots, tofu (soybean curds), and spices such as chilies, ginger, Chinese
celery, and garlic. The food is consumed using traditional chopsticks and spoons. The table
226 Fundamentals of Tourism and Hospitality Management
setting displays porcelain bowls and spoons for soup, a large bowl for food kept on the flat
plate underneath, Rice bowl, and a pair of chopsticks with resting stand.
The following are some traditional Chinese dishes −
Gong Bao Chicken (Diced chicken cooked with dried chili and fried peanuts).
Ma Po Tofu (Tofu cubes cooked with pepper powder, ground beef, and green onions).
Wontons (Triangles of flour added in soup).
Dumplings (Small dough disks filled with minced meat or spicy chopped vegetables,
closed, and steamed).
Spring Rolls (fried cylindrical rolls that enwrap minced meat or vegetables).
Chow Mein (Cooked and stir fried vegetables in savory sauce).
Chinese food includes a cup of tea as beverage. No aerated drinks are served as part of
authentic Chinese meal. Desserts are not commonly consumed in Chinese cuisine except on
special occasions. The meal is generally completed with fruits.
As per the traditional customs, the soups are enjoyed along with rice and noodles; not before.
The rice or noodles are topped with the toppings of choice and consumed with spoon. Some
popular Thai dishes are −
Tom Yam Goong (Jumbo prawns in savory hot and spicy sauce)
Chapter -4: Hospitality and Related Services: Introduction 227
Pad Thai (Noodles with tofu, sprouts, fried onion, chili sauce, and finely powdered
peanuts)
Kuay Tiew (Noodles served in vegetables and meat broth)
Gai Med Ma Moung (Chicken in soy sauce, garlic, honey, and cashew nuts)
Kao Phad (Fried rice)
Massaman Curry (Meat and potato cooked in cinnamon flavored curry)
7. Dessert Menu
This menu displays puddings, cakes, tarts, ice creams, smoothies, fondues, sundaes, sweet pies,
and ice creams and frozen yogurts along with their respective prices.
Frozen Desserts − They are usually popular with people from all ages and walks of
life. They are always served chilled. The following are some mouthwatering frozen
desserts are −
Ice Cream/Gelato (Italian for ice-cream) − They are primarily same with just a little
difference in composition of milk, custard, water, and eggs. In India, frozen desserts
are prepared with thick full cream milk and fruit pulp or crushed nuts and saffron. It is
popularly known as ‘Kulfi’. Kulfi is served on stick or in terracotta pot called ‘Matka’.
Sorbet − It is a frozen dessert made of fruit juices, dessert wines, and ice shaves. It is
flavored by a variety of edible food colors and essences. In contrast to ice cream,
frozen dessert appears icier than milky.
Frozen Yogurt − It is made by freezing flavored yogurt. It also contains less fat, sugar,
and thus less calories as compared to ice creams.
4.59 Housekeeping
As the name signifies, housekeeping means up-keeping of
the house. Now the question comes, what is upkeep?
Upkeep means keeping a clean, comfortable and safe house.
Housekeeping department in a hotel is responsible for the
cleanliness, maintenance and aesthetic upkeep of the
Chapter -4: Hospitality and Related Services: Introduction 229
property. To make a hotel pleasing to a guest, it is a task of housekeeping to ensure the basic
human need of comfort and security. Thus the personal efforts of the department make in giving
the guest desirable rooms which have a direct bearing on the guest's experience and expenditure
during their stays.
Housekeeping is a commercial lingo for basic housekeeping. We all are well versed that it is a
lady in our homes who take care of the house. It is surprising that the tradition is here since a
long run. Maybe the same reason, this tradition extends to the hotel as well as where the
housekeeper, in most cases is a woman.
The concept of housekeeping is simplistic but when one considers maintaining a house of
several hundred rooms and numerous public areas, the task becomes gigantic. It takes a well-
organized approach and technical understanding to enable housekeeping to cope with the
volume of work. The work performed by housekeeping department is critical to the smooth and
efficient operation of any hotel. This department is also responsible for every aspect of the guest
room that is to provide all the required guest supplies and material according to the guest
request during their stay. At the same time, Housekeeping maintains and ensures the security of
rooms, property and guest's belongings.
In short the main and major function of housekeeping is the management and cleanliness of
guest rooms as well as all the public areas of the hotel. Hotel department may be divided into
the Front of the house and back of the house and housekeeping works as the "Back of the
house" OR they are also called "Heart of the house" Housekeeping department's staffs are those
staffs which have very little or no direct contact with the guest.
230 Fundamentals of Tourism and Hospitality Management
An executive housekeeper has no plan, counsel, and brief and meets her subordinates. The
office should be private and peaceful. It should preferably be glass pended office so as to give
him/her a view of what is happening outside of the hotel. The office should be laid by a cabin
for the secretary who would control the movement into the housekeeper office.
The room acts as a nerve system center for the coordination and communication with the front
office and other departments. The desk control room should have a large notice board to pin up
staffs schedule and day to day instructions. The desk control room is the point where all staffs
report for duty and check and check out at the end
Chapter -4: Hospitality and Related Services: Introduction 231
3. Linen Room
This is the room where current linens are stored for issue and receipt. The room should be large
and airy and free from the heat and humidity. It should have adequate shelves and should be
easily accessible to stack all the linen. It should be secured and offer no possibilities of
pilferage. The linen room should have a counter across which the exchange of linen takes place.
The room should be perfectly be adjoining the laundry so as to supply linen to form the laundry.
This room stocks the uniform in urgent cases. It is possible that smaller hotel may choose to
combine the unifor room with the linen room. A separate uniform room depends on the volume
of uniform in circulation. The only difference is that the uniform room would have adequate
hanging facilities as many uniforms are best maintaine when hung.
6. Tailor's room
(source wwwTravelblogorg.com)
232 Fundamentals of Tourism and Hospitality Management
This room is kept for house tailor who attends to the stitching and patch up work of linen and
uniforms. Room avoided if the mending and stitching jobs are done on a contract basis.
This section should be small and airy with cupboards to store the guest articles lost or may be
claimed later. 8. Flower room
This should be air conditioned room to keep the flower fresh. The room should have worked
table, a sink with water supply and all necessary tools required for flower arrangement.
9. Laundry
(source arreoMl3L.idrynews.com
Chapter -4: Hospitality and Related Services: Introduction 233
This is an important section under housekeeping which is responsible for cleaning of all fabrics
used in a hotel. This section should be adjacent to linen room so as to avoid excessive steps.
Laundry should ensure the cleanliness and drying of all guest clothes, employee uniforms and
linen to the best-assured standards.
3. Floor supervisor
♦ Linen room supervisor controls and check up the soiled or fresh linen and uniform to and
from the linen room.
♦ Linen room supervisor issues linen and uniform to the staffs of the hotel.
♦ Linen room supervisor controls the linen room. To control the linen room properly is the
top most responsibility of linen room supervisor.
♦ Linen room supervisor checks the linen store periodically.
Chapter -4: Hospitality and Related Services: Introduction 237
♦ Control desk supervisor listens to the guest complaints and handles to the best possible.
♦ Control desk supervisor prepares housekeeping report that is a copy of which is sent ti
the front office.
♦ Control desk supervisor co-ordinates with the maintenance department.
♦ Control desk supervisor prepares job order form.
♦ Control desk supervisor conveys the messages to upper levels.
♦ Control desk supervisor controls the movement of keys.
♦ Control desk supervisor enters the lost and found items.
♦ Control desk supervisor co-ordinates with all the staffs of the department.
♦ Control desk supervisor maintains log book provided in the desk.
7. Room attendant
Room attendants
238 Fundamentals of Tourism and Hospitality Management
9. Gardener
♦ Gardeners are responsible for maintaining all gardens of the hotel. For example planting
flowers, taking care of flowers watering flowers, etc.
♦ They are responsible for taking care of plant and trees of the garden.
♦ They are responsible for keeping the hotel garden beautiful as it builds a good image of the
hotel to the guests.
Chapter -4: Hospitality and Related Services: Introduction 239
7. Discuss the classification of hotel on the basis of size and star system. 2019 (11.c.)
9. What are the differences between Hotel and Motel? 2019 (5a)
10. Name some of the International Chain Brands of Motets that operating in
Bangladesh. 2019 (9.a)
12. What are the major operational departments of hotel? 2018 (11.b)
13. Describe the major functions of Front Office department in a hotel. 2019 (11.b)
14. What are the service of a full service hotel? 2019 (11.b)
15. What are the amenities of a full service hotel? 2019 (11.b)
16. What are the major activities of F&B service and FAB production?2019 (5.b)
17. What is
a. revenue per available room?
b. average daily room rate for guest?
c. percentage of occupancy?
d. income before other fixed charges?
e. full-service hotel?
f. limited-service hotel?
240 Fundamentals of Tourism and Hospitality Management
g. resort hotel?
h. convention hotel?
18. What does the bed - and - breakfast (B & B) establishment demonstrates?
23. Explain the structure of the food service industry.Explain the meeting planners.
k. Cafeteria Service
l. Single Point Service
m. Food Court
n. Kiosks
o. Take Away
p. Vending
q. Special Service
r. Grill Room Service
s. Tray Service
t. Trolley/Gueridon Service
u. Home Delivery
v. Lounge Service
w. Room Service
34. What are the basics of the food and beverage services?
36. What are the main objectives food and beverage services?
37. What are the terminology used in food and beverage services?
42. Briefly state few basic considerations for various sections of F&B outlets.
43. Briefly state general considerations for various sections of F&B outlets.
45. Discuss in detail about the equipment used in food and beverage services.
51. Explain about few popular food items with their garnishing and accompaniments?