INTEGRATED HOSPITALITY OPERATION1. INTRODUCTION HOSPITALITYEtymologically Hospitality derived from the Latin word hospitare meaning to “receive as aguest”

Defining the hospitality

Hospitality is the act of kindness in welcoming and looking after the basic needs of customersor strangers, mainly in relation to food, drink and accommodation.

Hospitality refers to the reception and entertainment of guests, visitors, or strangers withliberality and goodwill (Oxford English Dictionary).

Hospitality is the cordial and generous reception and entertainment of guests or strangers,either socially or commercially

The main domain of hospitality

Domestic hospitality originated the other kinds of hospitality and it is related to the act ofreceiving, providing accommodation, feeding and entertaining somebody in a domestic context.

Public hospitality is act of receiving people in the public context. It should be applied in theurban parks, squares, public places of concentration of people like bus stops, bus stations,railways, airport as well as public offices.

Commercial hospitality occurs in the commerce context of hotels, hostels, motels andrestaurants, tourism agencies and establishments that offer services and receiving a monetaryvalues for that.

Defining Hospitality industry

The hospitality industry consists of all those businesses that give their customers anycombination of the three core services of food, drink and accommodation, at an appropriateservice level, within a physical and social environment that caters for their physiological,psychological and social needs (Litteljohn, 1990).The Hospitality Industry include the companies or organizations which provide foodand/or drink and/or accommodation to people who are away from home.

The Hospitality Industry is comprised of those businesses which practice the act of beinghospitable; those businesses which are characterized by generosity and friendliness toguests

Characteristics of the Hospitality Industry

Product-Service MixIn the hospitality industry, customers rarely consume pure products but a mixture ofproducts and services. For example, one who dines in a restaurant will not only pay for thefood and drinks but the services provided by the servers. The bill has covered both tangibleand intangible experience.Tangible features- for example, a steak as the main course, a glass of house wine, wellgroomed service staff and decoration of the restaurant.Intangible features- for example, a comfortable dining atmosphere or the friendly attitude ofstaff.Two-way CommunicationIn order to achieve service excellences in the hospitality industry, two-way communicationis one critical factor which requires the involvement and participation of both customers andservice staff in the service delivery process.Through interactions with customers, important messages about their needs andexpectations can be received by service staff for their immediate actions to create customersatisfaction. Interactions between internal staff or inter-departments is also critical sincetotal experiences of customers in using any lodging or food and beverage services usuallyinvolve team work and exchange of information within the organization.Relationship BuildingThe hospitality industry highly depends on repeated customers for survival. Building longterm relationship with customers can benefit the organizations for generating stablerevenues regardless of the instability of seasons and at the same time, developing brandreputations through positive word-of-mouth of the repeated customers. In order to developbrand loyalty, different methods are currently applied by the lodging and food servicesectors, such as membership programmes which give privileges and incentives to frequentcustomers.Diversity in CultureStaff who work in a hospitality organization always have interactions with customers fromdifferent regions, or to work and corporate with other colleagues who may have differentbackgrounds or cultures. Due to their differences in religious beliefs and values, someconflicts and misunderstandings can be easily occurred. Therefore, staff should be open-minded, and come up with solutions together in resolving problems in their duties.

Labor IntensiveSince the hospitality industry is service-oriented in it’s’ nature, it requires a huge supply oflabors to create a memorable experience for the customers. This characteristic is especiallytrue for those enterprises which target for high-ended customers. For example, staff-to-guestratios are high in fine dining restaurants and 5-star hotels which aimed at providing one-on-one services to their customers.Other Characteristics apart from the above ones

Intangibility: The hospitality products cannot be seen, tasted, felt, heard or smelled beforethey are purchased. When the sales representative of a hotel goes to sell hotel room they donot take hotel room with them. In fact they do not sell a room. Instead, they sell the right touse a room for a specific period of time.Inseparability: In most hospitality services, both the service provider and the customermust be present for the transaction to occur. The food in a restaurant may be outstanding,but if the service person has a poor attitude or provides inattentive service, customers willdown-rate the overall restaurant experience.Variability or heterogeneity: Services are highly variable because their quality depends onwho provide them and when and where they are provided. In service delivery high level ofhuman involvement is required. This makes it vary every time the consumer is availing theservice. Hotel room will remain the same but the service and facilitation in the room willdepend upon the housekeeping staff. The cleanliness of a hotel room may have differentstandards if the housekeeping supervisor or the room cleaner is changed.Perishability: Services cannot be stored. Vacant rooms are perishable. The unsold roomtonight can never be sold again. Like empty airline seats, Theatre seats or sport arena seats,hotel rooms cannot be stored, cannot be saved and cannot be used a new.Fixed Supply: Supply of rooms in a hotel is fixed. Airlines adjust to demand by temporarilyadding or removing flights. This is not so with hotels.High Operating Cost: Unlike manufacturing industries, which offset labour with largecapital investments, hotels are both capital and labour intensive. The result is high fixedcosts, which continue whether or not the hotel has business. Thus a high percentage ofoccupancy is needed just to break even.Seasonality: Seasonality means changes in business, employment or buying patterns whichoccurs predictably at given times of the years. On a business site, seasonality is defined asseasonal fluctuation in economic or business activity which occurs again and again regularlyduring a year as a result of changes in climate, holidays and vacations. Seasonality indicatesthe subject matter of fluctuations of demand or supply in the tourism industry which areeffected due to weather conditions, public and school holidays. Seasonality in hotels involvesfluctuations in number of guests, occupancy rates and bed nights. The Indian hotel industry

Relationship between the Hospitality Industry and Tourism

Scope of hospitality industry, some suggested that it should not only cover all lodging andfood service operations but other tourism related operations, such as airlines and themeparks. Besides, there were also some who considered putting hospitality and tourism intoone industry

Lodging, also known as accommodation, is a place to sleep for one or more nights. Abusiness in the lodging industry provides a place for people to sleep overnight. It can be oneof many sleeping places such as a fancy hotel, a youth hostel, an elder hostel, a campground,or highway side motel.The food and beverage industry, also known as the foodservice industry, consists ofbusinesses that prepare food for customers.Recreation is any activity that people do for rest, relaxation, and enjoyment. The goal ofrecreation is to refresh a person’s body and mind. Any business that provides an activity for

rest, relaxation, and enjoyment in order to refresh a person’s body and mind is in therecreation business.The travel industry is in the business of moving people from place to place while thetourism industry provides those people with services that promote travel and vacations.Busses, planes, cabs, boats, and passenger trains are all part of the travel industry whiletravel agencies, tour operators, cruise companies, convention planners, and visitors bureausare all part of the tourism industry.Pros and Cons for Working in the Hospitality Industry

Pros/advantages1. Variety of Career Choices2. Opportunities to Meet People with Different Backgrounds3. Long-Term Career Development4. Fringe Benefits Enjoyed by EmployeesCons/disadvantages1. Long and Non-Regular Working Hours2. Work under Pressure3. Low Starting Salary4. Perceptions of Low Job Status

1. History of Hospitality industry in the world2. Significance of Hospitality Industry in Tanzania economy3. Problems of Hospitality Industry in East Africa

MAIN BUSINESS SECTORS IN THE HOSPITALITY INDUSTRY

Lodging means “a place to live or temporary sleeping accommodation”. Many placesprovide lodging facilities like Hotels, Motels, Resorts, Hostels, Yatri Niwas, and CircuitHouses etc. So Collectively in a group these are called Lodging Industry.Food Service Industry includes all establishments which sell food and beverage productson a given price. They are Hotels, Restaurant, Catering, Banquets, Retail, and Take-away etc.

2. INTRODUCTION TO THE ACCOMMODATION SECTOR

Meaning of accommodation

Accommodation is normally regarded as a temporary or permanent home where food andbeverages, cleaning services and a whole range of other services are normally provided.There is no generic rule for classifying accommodation establishments globally. One methodis to divide accommodation into two main groups:1. Non-commercial; and2. Commercial

Non- commercial accommodation, these are the establishments whose intentions are notto make profit but rather to provide welfare services. And for the fact that they do notcommercialize, the industry does not mean that these services provided are poor orunsatisfactory. It is not like that all the workers are being paid salaries and wages for thework they perform. Examples of non-commercial and welfare hospitality industry are:1. Hospital2. Government Health Centres3. Government Guest Houses4. Armed Forces5. University Halls of Residence6. Post primary school Hostels

Commercial accommodation, it is purposely on money making and profit makingorganizations. These types provide and sell sleeping, foods, drinks and other services.Commercial Industry

Definition of hotel

“Hotel” means an establishment held out by the proprietor as offering sleepingaccommodation to any person presenting himself who appears able and willing to pay areasonable sum for the services and facilities provided and who is in a fit state to be received.

A 'hotel' or 'inn' is defined by the British law as 'the place where a bonafide traveler canreceive food and shelter, provided he is in a position to pay for it and is in a fit condition to bereceived'.

A hotel is an hospitality environment built either by an individual or a group of people or bystate or by the federal government to welcome and receive guests in a friendly manner and tosell suitable accommodation and other ancillary services such as food and drinks to any normalperson who appears physically fit and agreed to comply with the necessary documentationsand instructions of the hotel and ready to pay for the hotel services without prior contract.A hotel is classified as a commercial establishment providing accommodations, meals andother guest services originally guests had two choices:

Luxury hotels; or Budget hotels.

CLASSIFICATION OF HOTELSHotels can be classified in the following ways1. ON THE BASIS OF SIZE2. ON THE BASIS STAR SYSTEM3. ON THE BASIS OF LOCATION4. ON THE BASIS OWNERSHIP5. ON THE SERVICE LEVEL6. ON THE BASIS OF CLIENTELEON THE BASIS OF SIZESize refers to the number of rooms. Various categories on the basis of size are:Small hotel- a hotel with 25 rooms or less is called a small hotel.Average hotel- a hotel with 26 to 99 rooms is called an average hotel.Above average hotel- a hotel with 100 to 299 rooms is called above average hotel.Large hotel- a hotel with more than 300 rooms is classified as large hotel.

BASIS OF LOCATION

City/Downtown/Commercial Hotel: These hotels are located in the heart of the city.These hotels are more expensive than the suburban hotels.These hotels are patronized/used by business men and high income tourists.These hotels are centrally located and at a convenient distance from markets, railway station,airport, etcSuburban Hotels: These hotels are located in the suburb of cities, moderately priced andare of mostly medium, large or small size.Normally these hotels are patronized/used/visited by low budget tourists.The tourists who do not want to stay in the heart of city as they want to be away from hustleand bustle of city, prefer these hotels.Usually writers, poets, low budget tourists etc prefer to stay at suburban hotelsAirport Hotels: These are Hotels located near the Airports, especially international airports.Airport Hotels are popular because of their proximity to major travel centers.Airport Hotels vary widely in size and level of services.Typical target market includes business clientele, airline passengers with overnight travellayovers or canceled flights and airline personnel.Hotel owned courtesy vans often transport guests between the hotel and the airportMotels: Motels are also called Motor Hotels or transit hotel and are located alongside thehighways.Motels are normally economical and they provide comfortable bedrooms that motoristsprefer to stay on their way for a night rest.Motels have facilities of proper motor garage to service a car and a filling station to refillvehicles, parking area for motor vehicles etc.They also have road maps, dormitory for drivers. These days Motels also provide variousindoor and outdoor facilities like Video parlor, Billiards, Table tennis, Cyber café, Library etc.Resort Hotels: A resort located in the tourist interest places like hills, forests, beaches, onan island, or in some other exotic location away from crowded residential areas.The recreational facilities and breathtaking scenery typical of most resorts.Most resort hotels provide extensive food and beverage, valet and room services, sight-seeing to vacationers.

Many resorts also provide special activities, indoor and outdoor games for guests such asdancing, golf, tennis, horse riding, nature hikes, skiing and swimming, health club, steamsauna bath, spas etc.A more leisurely, relaxed atmosphere distinguishes most resort hotels from other types ofhotels.BASIS OF OWNERSHIP

Time Share: This is a new concept in India but is picking up very fast.This is also known as ‘Vacation Ownership’ or ‘Holiday Ownership’ concept.These properties are in resort areas like hills, beaches, forests etc.Time share involves individuals who purchases the ownership of accommodation for aspecific week or weeks.The price of the property will depend on the week, one tends to buy.The guest can choose a peak season, semi peak season or a lean season.The owner pays a fixed price for certain number of years say 20 to 30 years and has a rightto stay at the hotel during rented week.The guest also required to pay an annual contribution towards the maintenance ofapartment and public areas, electricity, gas, water, safety, insurance etc.Independent Hotels: Independent hotels do not have ownership or management affiliationwith other properties.They have no relationship to other hotels regarding policies, procedures, financialobligations, management, accounting etc.These may be registered as sole proprietor-ship or a private limited company.The owner may decide the standard, type of clientele, the tariff etc.He may tie up with travel agencies to sell his property against commission.Chain Hotel are multiple-unit businesses that have the same brand name and the sameownership.

ON THE SERVICE LEVEL

Full-service hotels, by definition, provide their guest with services, amenities and facilitiesthat they want or need to complete a total hotel experience.

Service include but not limited to:

Restaurant room service

Meeting space business center

Health club/rec. facility bell staff

Limited service hotels typically do not offer the above services. The most notabledifferences are lack of food or beverage outlets and no meeting space.

ON THE BASIS OF CLIENTELE

Hostels: The student’s hostels are very common both in schools and colleges.These can only be patronized by the students of a particular school or college.The hostels can also be attached to offices, banks etc.These are also called residential hotels as they charge on monthly, half yearly or yearly basis.These hostels provide nutritive food, keeping in view the needs of the residentsON THE BASIS RATING

A star system is primarily used to denote the level of quality and service, with one star beingthe lowest and five stars being the highest level.ONE STAR

TWO STAR

THREE STAR

FOUR STAR

FIVE STAR FIVE STAR DELUXE FIVE STAR SUPER DELUXE

INTRODUCTION TO THE HOTEL MANAGEMENT OR OPERATIONS

Hotel Management involves combination of various skills like management, marketing,human resource development, and financial management, inter personal skills, dexterity, etc.that applied to ensure that all operations, including accommodation, food and drink and otherhotel services run smoothly.

Modes of hotel management

Independently owned and operated,These can be independent hotels, with no affiliation, that are being managed by the ownersof the properties.Advantages

Autonomy (policies, procedures, marketing and financial obligations) Marketing tailored to specific populations/locations Flexibility in management Easy adaptation to changing market conditions Some people like to be able to run the business the way that they think is best. With independent hotel properties, there are no corporate rules or guidelines thatmay work in one area of the country but not where you are assigned. Many independent hotels begin that way and eventually become chains. In an independent property, the owner is usually on staff. He/she works at theproperty

Advantages

More money spent on national advertising No volume purchasing power, Travelers prefer to stay with brands they recognize Unless a great deal of money is spent on getting the property‘s name out to thepotential customer there may be low occupancy (fewer guests) at the property It is hard to create the name recognition unless you have lots of guests who createyour reputation though word of mouth

Management ContractManagement contracts are hotel management enterprises which operate properties ownedby other entities. In some cases, the hotel owners may arrange to run their propertiesthrough a management contract with an enterprise that specializes in managing hotels.Owner of the hotel

Advantages of management contract

Acquisition of operational expertise which can reduce the chance of business failureand enhance the services quality; Gain national or international recognition for the hotel if it is operated by a reputablemanagement enterprise; The owners are not required to be involved in hotel’s operations

Disadvantages of management contract

Loss of operational control; Financially liable for all costs, expenses and losses of the hotel; The management enterprise may have less incentive and morale in managing thehotel if only fixed management fee is paid without any sharing of profits

Management enterprises

Advantages of management contract

Receive a management fee during the contract period regardless of the hotelperformance; Little or no up-front financing or equity involved; Management contract period can last for five, ten or twenty years

Disadvantages of management contract

Over dependence on owner for providing necessary funds in operations; Minimum input in ownership decisions, such as the transfer of hotel ownership fromthe owner to another buyer; No extra rewards for good business performance if the management contract is runin a fee structure without any incentive schemes.

Franchising refers to a business agreement in which usually a corporation (the franchisor)transfers to the franchisee one or a combination of the following: (1) the right to the use ofbrand names, trademarks, and/ or patents; (2) management expertise, (3inclusion inmarketing and advertising efforts, and (4) access to a distributionSome investors prefer to use the franchising concept in running the hotel. Franchising in thehospitality industry is a concept that: Allows interested investors to use a enterprise’s (the franchisor) name and businessformat; Is made up of properties where the franchisees agree to run the hotel in accordancewith the strict guidelines set by the franchisor; and Allows a enterprise to expand more rapidly by using others’ capital

Franchisors

Advantages of franchising

Receive a joining fee and an ongoing fee from the franchisee; Expand the business and market share more rapidly without heavy investment; Lower the risk of business loss by using franchisees’ investment to expand the chainsin new locations and markets.

Disadvantages of franchising

Franchisees may fail to follow the standard set by the franchisors and so may affectthe quality of services provided to customers; The trade name can be spoiled by misfits of franchisees; The franchisor has to disclose confidential information to franchisees and this mayconstitute a risk to the business

Franchisees

Advantages of franchising

Obtain from the franchisor the expertise in doing business such as site selection,planning, pre-opening training, operations manuals, information managementcentral reservation system, field support, quality control, purchasing, advertising,marketing, new products and concepts; Acquire a brand name with regional or national recognition; The franchisee has complete control and responsibility over the daily operation of theproperty.

Disadvantages of franchising

Need to follow the standard set by franchisors without any tolerance of modificationsin operations; Need to pay for a joining fee and an ongoing fee which means sacrificing some of therevenues; Risks of termination of contracts or no continuation of new contract if franchisorwants to take the rights of operation back.

Referral SystemsThere are also referral systems. Referral systems tend to be made up of independentproperties or small chains that have grouped together for common marketing purpose.Marketing consortiums or referral associations offer similar benefits to properties such asfranchises, albeit at a lower cost. Hotels and motels with a referral association share acentralized reservation system and a common image, logo as well as management trainingand continuing training programs.A referral group consists of a number of properties, independently owned and operated, thatjoin under a common identity while maintaining their autonomy. They do this for one ormore of the following reasons. To operate a reservation system. To publish joint brochures To share advertising To refer business to each other To refer trained staff to each other To take advantage of joint purchasing power To maintain sales offices in major traffic centersThe referral associations offer some of the same benefits as franchises, but at much lowercosts. A referral association may provide the independent hotel with increased visibility,marketing and buying power, without the necessity of giving up control or ownership. Hoteland motels within a referral association share a CRS and a common image, logo, oradvertising slogan. The referral association publishes a membership directory, usually givenaway free to interested guest. In addition the referral association may offer group buyingdiscounts to members, as well as management training and continuing education programs,hotels pay initial fee to join the referral association and an annual membership fee. Generallythis fee is much less than that paid to become a member of the hotel franchise system.Common Reservation Systems, standardized quality, joint advertising and a recognizablelogo were still are the limited objectives of the most referral groups.

CLASSIFICATION OF FUNCTIONAL AREAS

Revenue Centered and Cost Centered Departments

‘Revenue centers’ refer to those departments or units which generate direct income to thehotel through the provision of goods and services to guests, e.g. front desk, restaurants, roomservice, gift shop and business center.‘Cost centers’, which are also known as ‘support centers’, mainly assist the functioning ofrevenue centers with no generations of any direct income for the hotel, e.g. human resources,purchasing, accounting and engineering departments. This classification is particularlyuseful for the accounting department in summarizing the performances of different unitsunder these two main categories.Front-of-the-House and Back-of-the-House Departments

‘Front-of-the-house’ refers to those departments or areas which are accessible and visibleby guests, e.g. front desk counters, restaurants, concierge and bell services. They are thepoints of service encounters where service staff usually have direct contacts and interactionswith guests.‘Back-of-the-house’, refers to those departments or areas which rarely have staff-to-guestinteractions, e.g. kitchen, housekeeping, human resources and engineering departments. Itshould be emphasized that some ‘back-of-the-house’ positions would also come across andinteract with guests. For example, a room attendant may meet a guest while cleaning theguest rooms. However, they are not considered as ‘front-of-the-house’ positions since theirmajor duty is room cleaning rather than communicating with their guests.

ORGANIZATION OF HOTEL DEPARTMENTS AND THEIR FUNCTIONSThe day-to-day operations of a hotel are the key factors determining the success or failure ofits service. It is necessary to understand the structure of hotels in order to get an overviewof how the organization fits together.

General Manager

The main responsibilities of the general manager (GM) include:1. Providing leadership to the management team;2. Coordinating the work of all departments;3. Participating in the formulation of hotel policies and strategies;4. Leading the hotel staff in meeting the financial, environmental and communityresponsibilities;5. Assuming full responsibilities for the overall performance of the hotel.Resident Manager

The main responsibilities of the resident manager include:1. Holding a major responsibility in developing and executing plans developed by theowner(s), the general manager and other members of the management team;2. Checking on operations, providing feedback and offering assistance when needed;3. Completing, reviewing and summarizing statistical reports and sharing them with thegeneral manager; and4. Assuming responsibilities for the daily operations and management of the hotel.

FUNCTIONS OF MAJOR HOTEL DEPARTMENTS

(i) EngineeringThe engineering department is responsible for maintaining the physical plant of the hotelsuch as electricity, plumbing, air conditioning, heating and elevator systems; and foroverseeing all mechanical and technical conditions of the hotel.(ii) SecuritySecurity is an important concern in every hotel. The security department is responsible forimplementing procedures which aim at protecting the safety and security of hotel guests,visitors, hotel employees and the hotel itself. Examples include monitoring surveillanceequipment, patrolling the hotel premises and maintaining security alarm systems.(iii) Human ResourcesThe human resources (personnel and training) department is responsible for hiring,orientation, training, wages and benefit administration, labour relations, employee relations,and staff development.(iv) Food and BeverageThe food and beverage (F&B) department provides food and beverage services to the hotelguests and visitors through a variety of outlets and facilities/services. Examples includelounge, bar, coffee shop, restaurants, banquet service, room service (also called in-roomdining) and cake shop.(v) Sales and MarketingThe main functions of the sales and marketing department involve generating newbusinesses for the hotel, coordinating advertising, as well as sales promotions and publicrelations activities aiming at enhancing the hotel’s image.(vi) AccountsThe accounts department is headed by the financial controller who, as a key member of themanagement team, can guide the hotel to an increasing profitability through better controland asset management. In addition, this department is responsible for monitoring all of thefinancial activities of a hotel. Examples include overseeing accounts receivable, accountspayable, payroll, and cost control systems of the hotel; keeping records of assets, liabilitiesand financial transaction of the hotel; preparing the monthly profit-and-loss statement,coordinating with purchasing department and information technology department, andhandling guests s’ inquiries about billing.

(vii) Rooms Division, In general, the rooms division comprises two major departments, thefront office and housekeeping, which are involved in the sales or services of rooms to guests.

UNDERSTANDING INTER-DEPARTMENTAL COOPERATION (LIAISON)Inter-departmental co-operation or liaison is a mutual understanding and an agreeablerelationship between a hotel house keeper and other heads of department. The objective isto bring efficient and satisfaction both to the customers at large and to the management as awhole. Efficiency and satisfaction are the direct functions of good services that make a hotelto be regarded as not only good but perfect. A good hotel portrays good managementHouse-Keeping and Reception1. Reception provides and give useful information to customer about the atmosphere ofthe bedrooms and chalets like the facilities available thereby selling house-keepingproducts.2. Reception also provides essential information to the house keeping about roomreservation time of arrival and if necessary any special requests that should be met orprovided before checking in.3. The house-keeping also depend on the reports prepared by the reception about thedaily occupying rate (that is the number of rooms occupied when compared with theone not sold) the occupied rooms and vacant rooms. (Vacant rooms are rooms not soldduring daily business hour.)4. The Reception relies much on the information and report on the room’s situationsexample faulty rooms, dressed and undressed rooms, vacant rooms, occupied rooms,rooms under repairs etc to enable the receptionist know the rooms that are availablefor sale.5. The reception also informs the house-keeping about guests who are on daily checkingout list.6. The house-keeping also informs the reception about guests forgotten and found articlefor the possible return of same to the owner

House-Keeping and Kitchen/RestaurantThe essential co-operation are:1. Room service to the resident guest is very vital as it yields a good proportion of hotelsrevenue. The food and beverage service staff should ensure that food ordered for arepromptly and satisfactorily served.2. All the restaurant table clothes, serviette cloth and staff uniform in thekitchen/restaurant sent to the house-keeping laundry are to be attended to as quicklyas possible and be brought back at a reasonable time.3. All the used plates are brought out of rooms by the house –keeping room steward whilethe restaurant room service waiters collect the plates and sent to the kitchen wash uparea.House-Keeping and Maintenance (Engineering Services Department)1. The house-keeping informs the maintenance about faults either minor or major for theirprompt action.2. Reporting any damaged and broken items in the rooms for repair or replacement.3. Maintenance department has sub-sections like the electrical section, plumbing section,carpentry section; the house-keeper should know these sections and know their foremanin charge of each unit4. For any major fault in the room, the house keeper can invite an outside contractor withthe approval from the overall Manager of the whole establishment.Discuss Other Inter-Departmental Co-Operation in Hotel

Importance of the Hotel IndustryLastly we shall round up this unit by considering economic, social and other societalbenefits of hotel industry.1. Employment Opportunity: Hotel industry is an employer of lab our requiringthe services of educated and not too educated, skilled labour, semi-skilled labour and un-skilled labour.2. National Productivity: It increases the number of Tanzanians who are workingand not only just eating foods like the children and students.3. An Inflow of Foreign Currency: When foreigners come to Nigeria and stay inhotels, they money which they earned in their country are spent in Nigeria. By this methodmore foreign money (currency) comes to Nigeria.4. Tourist Attraction Centres: Modern hotels with modern technological andarchitectural designs are worth visiting. Many guests and even some foreigners (Tourists)go to these places to relax and go back to their home and destination.

5. Second Home: Hotel acts as a second home to people who go and put up insideHotels have sleeping facilities and catering facilities.6. Social Engagement/Functions: People who have social engagements likewedding reception, open traditional dance without adequate space often go to hire spaceshotel for these type of functions. Seminars, Workshops, Conferences are also organized inhotels. One hotel generates revenue from these type of functions while the society alsobenefits by satisfying and achieving their objectives.