Meal Plans in Hotels:
EP: Means European plan where you will get only rooms.
CP: Continental plan where you will get room with breakfast.
AP: American plan where you will get room with breakfast, lunch and dinner.
MAP: Modified American plan where you will get room with breakfast and 1 major
meal wither breakfast or dinner according to your preference.
BP: Bermuda plan where you will get room with continental or American breakfast.
Some common terms used in hotel management
Channel of communication
– system or process of communication. How communication moves within the department.
– to arrive at a hotel and write name and address in a list. The action of arriving and registering.
Check- in procedure
– formalities to be done when a guest checks in (allocating a room, taking guest’s name, asking the guest to sign the hotel register.
– action of leaving and paying the bill.
Check -out procedure
-formalities to be done when a guest checks out ( presenting the bill and making sure it is paid, taking the room key, etc).
– a moving information desk. The tables are set up for special function, festival, for a special group or for events.
– is a task card that mentions room number, guest name and luggage types. It is prepared by reception and hand over to bell boy.
– Creating good well of the company. Representing positive image of the company.
– Guests staying in the hotel.
– process of positive development of a staff.
– Process of identifying and informing of a guest.
Reference point –
From where information are received.
Scanty baggage –
term used for any guest with light baggage
– A room status term indicating that the guest has left the hotel room without making arrangements to settle his or her account.
– Extra services. Small but important services provided to the guests. It includes messages, male handling of guests.
Definition of Key terms
1. Adding value –
Extra item, image, product or service which add value to the product. For example a good-looking receptionist add the quality of hotel, a garnish on food add value of the food. It can be service tool, service staff, environment, image of the owner or chef, etc. Travel agency add value to the quality of hotel or vise versa.
3. Accommodation –
a place to stay overnight.
4. Adventure tourism
– to convert the adventure into pleasure for the purpose of tourism business
5. Attraction –
Any thing/object/activity which attracts tourists and attach with it.
– Extra facilities, service added with attraction, accessibility and accommodation to create tourism. It includes trust, friendship,hospitality, etc
7. Back of the house
– Staffs who are not directly involved in providing service. Guests rarely interact with them
8. Continuously rendered service.
The services are prepared and provided when customer is physically present. Here service is process and is extended to a time limit and it is face to face interaction. For example reservation service, restaurant service, massage, etc
9. Excursionist –
Temporary visitors, who stay less than twenty- four hours
10. Front of the house
– Staffs directly involved in providing services. For example receptionist, bellboys, gatekeeper, etc.
11. High-touch service
– the services which are prepared in advance and customer will receive when he wants such as room reservation, fast food, printed information, housekeeping service, etc
– Literal meaning is ” looking after guests well”. It includes organizing, providing services and taking proper care of guests. It means friendly and generous treatment of guests.
includes all companies involved in providing services for guests. They are travel agencies, hotels, lodges, inns restaurants and all other recreational centers. They provide more mental satisfaction than tangible objects.
– Which can not be seen, tasted, felt heard or smell measured before they are delivered and received by customer. For example travel experience, trust, confidence, hospitality, satisfaction, etc.
– To receive the service customer must be personally and physically present at the point of delivery. Customers can not be separated form the point of delivery. Service is available at the
Point of service Delivery (POD)
– Personal/individual / connected with or relationship between people.
– Which can not be stored. Service cannot be stored. Unused service of a particular day cannot be sold next day or in advance.
17. Point of contact
– Place, item, product, staff, service customer contact to receive service. It can be building, service environment, delivery items, staffs, fellow travelers which they contact and receive positive or negative feelings.
18. Product formation.
– To put different products and services together to form a product to satisfy the customer. Hospitality is a product formation. It is not made for one single item. For example, room includes comfort, security, privacy, convenience, cleanness and hygiene, personal, etc
19. Service brigade
– Team of staffs involved in providing service
:- To travel in search of sunshine/ Adventure activities./Outdoor activities.
21. The Moment of Truth
. The actual time when a customer interacts with service staff. It is the moment of contact when no management has control. It is the motivation, skill, tools of the service and expectation, behavior, the expectation of the customer determines the quality of the service.
22. Urban Tourism
– Tourism operated in urban area
– Services are highly variable. The quality of service depends upon how, when where and who provides them. Each time customer receives different levels of satisfaction from the same level of service, the same food gives a different test to different people.
24. Village tourism
– To utilize village and villagers for the purpose of tourism. Tourism managed and operated by villagers for the villagers. Tourism managed and operated by villagers for the villagers.
– The desire to travel far away and to many different places to travel to know/ to explore.