Introduction To Hotel Management

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Table
Chapter Page
The Hotel’s Introduction 4-16
Managing Food & Beverage in hotel 17-34
industry
Hygiene & Safety in Hotel industry 35- 39
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Chapter : 1
The Hotel’s Introduction
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Introduction :
Although the original concept of hospitality remained largely unchanged since its origins - i.e.
meeting travelers’ basic needs such as providing food and accommodation - the idea of building
hotels for the sole purpose of hosting guests emerged alongside technological advances and the
emergence of better means of transportation towards the end of the 18th century.
Since then, the sector has shown an unbroken run of growth and the very concept of hospitality
can be applied to nearly any company that deals with customer satisfaction and is focused on
catering to meeting leisure needs of travelers rather than basic ones.
Today, the hospitality industry is made up of four distinct sectors:
 Lodging: Luxury palaces, boutique hotels, bed and breakfasts, camping grounds,
hostels… the lodging sector covers an extremely diverse spectrum of properties.
 Food & Beverage (a.k.a F&B sector): the largest sector in hospitality, it is made up of
properties delivering food, snacks, drinks for immediate consumption, on- or off-the
premises.
 Recreation: recreational establishments focus on the entertainment and relaxation of

guests. Properties such as movie theaters or amusement parks fall into this category.
 Travel & Tourism: comprises means of transportation to move travelers from one place
to another. Airlines, cruise ships, buses, trains fall into this category.
While all sectors are interconnected and reliant on each other, all hospitality sectors are quickly
evolving due to new technologies and a changing customer mindset.
Hotel Management & Types of Hotels :
The concept HOTEL comes from HOME OF TEMPORARY LIVING & EATING.
Management guides the operation of hotel and regularly reports the property’s overall operating
results and other pertinent information to the owner. Hotel Management means managing all the
hotels operation.
All organizations require a formal structure to carry out their mission and objectives. A common
method of representing that structure is the organizational chart. An organization chart diagrams
the division of responsibility and lines of authority. Some organizations list each employee’s
name on the chart along with his/ her position title. Since no two hotels are exactly alike,
organizational structures must be tailored to fit the needs of each individual property.
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Types of Hotels :
 Economy Hotel : These properties focus on meeting the most basic needs of guests by
providing clean,comfortable,and inexpensive rooms. The size of the tropical economy
hotels now have as many as 600 guestrooms.
 Mid-Market Hotel : Mid market service is modest but sufficient,and the staffing level is
moderate but not huge. The typical hotel offering mid-market service is medium sized
between 150-300 rooms.
 Luxury Hotel : Luxury hotels offer world-class service,and opulent meeting and private
dining facilities.
Hotels Departments & Work :
There are several division & department’s of a hotel those are –
 The Room Division
 The Engineering and Maintenance
 The Human Resources
 The Accounting Division
 The Security Division
 Food & Beverage
 Sales & Marketing
 Housekeeping
 Front Office
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 The Room Division : The rooms division is composed o departments and functions that
play essential roles in providing the services that guests expect during their stay. In most
hotels the room division generates more revenue than any other area in the hotel.
 The Engineering and Maintenance : A hotels engineering and maintenance division is

responsible for maintaining the appearance of the interior and exterior of the property and
keeping its equipment operational.
 The Human Resources : In recent years, hotels have increased investment in and
dependence on human resources management. The sizes and budgets of human resources
divisions have grown steadily, along with their responsibility and influence.
 The Accounting Division : A hotel accounting division is responsible for monitoring the
financial activities of the property.
 The Security Division : Security responsibilities may include patrolling the property,
monitoring surveillance equipment and in general ensuring that guests, visitors and
employees are safe and secure at the hotel.
 Food & Beverage : A major revenue center in most hotels is the food & beverage
division. There are almost as many varieties of food & beverage operations as there are
hotels. Many hotels offer guests more than a single F & B outlet. The food and beverage
division supports other hotel functions such as room service, catering and banquet
planning.
 Sales & Marketing : These personnel typically have four functions, sales, convention
services, advertising, and public relations.
 Housekeeping : Cleaning all over the hotel area and ensuring the room are ready for sell.
 Front Office : Managing all over the hotels work, operating front desk and maintain
relation with housekeeping.
Law’s in Hospitality industry :
To begin this journey, it is important to grasp three key concepts:
1. Laws have historical origins, and managers need to know them.
2. Laws have an evolutionary nature, based on changes in society.
3. It is possible to use a philosophy of preventative management to manage the legal

environment and minimize the chances of litigation.
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Common law: Laws derived from the historical customs and usage of a society, and the
decisions by courts when interpreting those customs and usages.
Civil law: The body of law (usually in the form of codes or statutes) created by governmental
entities that are concerned with private rights and remedies, as opposed to criminal matters.
Hospitality law: Those laws that relate to the industry involved with the provision of food,
lodging, travel, and entertainment services to its guests and clients.
Legally managing at work :
Applying the STEM Process in Hospitality Management A process can be implemented that will
help reduce employee errors and omissions and, therefore, litigation and liability. The process is
called STEM, for select, teach, educate, and manage. It works like this:
1. Select: Managers can begin reducing litigation by selecting the right employee for the right
job. Managers cannot hire ―just anyone‖ at the last minute. Employees must be selected based on
specific job qualifications, written job specifications, and information derived from a thorough
investigation of the candidate for the position, whether the employee to be hired is a bus person,
waitperson, hostess, door supervisor, or line supervisor.
2. Teach: Managers must develop proper training methods for employees, including feedback
devices such as competency testing, to ensure that the training is effective.
3. Educate: Managers must continuously educate themselves so that they know which topics
and procedures must be passed on to employees through effective teaching methods.
4. Manage: Effective managers know that if you consistently do things the right way, the
chances for mistakes—and, therefore, for litigation—will diminish. Management has been
defined as consisting of four functions: planning, organizing, controlling, and motivating.
Although all four have legal implications, the STEM process focuses almost exclusively on the
motivating function. A manager who creates a supportive work environment will gain the trust
and respect of employees, who will then be motivated to do their best work, and thus avoid
making errors that could result in litigation.
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Hotel Rating :
There are 2 types of rating system –
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Hotel Classification on the basis of Location :
1) Downtown Hotel: A downtown hotel is located in the centre of the city or within a short
distance from business centre, shopping areas, theatres, public offices etc. The centre of the city
may not necessarily be the geographical centre, but it refers to an area that is considered to be the
commercial hub of the city. The room rates in these hotels may be higher than similar hotels in
other areas, so as to cover the huge investment made on the land. They are preferred by business
clientele as they find it convenient to stay closer to the place of their business activities. Hotel
Intercontinental, New Delhi and Hotel Le meridian Pune are example of downtown hotel.
2) Sub-urban Hotels: As the land cost in the city centre is higher and the space is limited, some
entrepreneurs build their hotels near the outskirts of the city. Providing similar facilities as the
downtown hotel, these hotels are set in suburban areas and have the advantage of quicker
surroundings. Such hotels are ideal for people who prefer to stay away from the hustle and bustle
of city. The duration of the stay of guest in these hotels may be longer than at a hotel located in
the city. The room rates in such hotels are moderate and may attract the budget travellers. Trident
Hotel, Gurgaon and Up pal’s orchid, New Delhi are example of sub-urban hotels.
3) Resorts Hotel: Hotels that are located at tourist destination such as hill station, sea beaches
and countryside are referred to as resort hotels. These hotels have a very calm and natural
ambience. They are mostly away from cities and are located in pollution –free environs. The
room rates in these hotels may range from moderate to high, depending on the additional service
offered. These hotels combine stay facilities with leisure activities such as golf, summer and
winter sports, etc. The occupancy in resorts is normally higher during vacation time and
weekends when guest want to take a break from their weekly routine. Taj Fort Aguada Beach
Resort, Goa and wildflower hall in the Himalayas, Shimla are example of resort hotels.
4) Airport Hotel: Airport Hotels are situated in the vicinity of airport and other ports of entry.
Offering all the services of a commercial hotel, these hotels are generally patronized by the
passengers who need a stopover en route their journey. Hotel centaur, Mumbai and Radisson,
New Delhi are example of airport hotels.
5) Motel: The word motel is formed by merging two words „motor‟ and „hotel‟. They are
located primarily on highways and provide modest lodging to highway travellers. A motel offers
facilities such as accommodations, food and drinks, garage facilities, a parking lot, and re-
fuelling for vehicles. E.g: Motel Aaram ,Kannur, Kerala.
6) Floatels: Floatels are type of lodging properties that float on the surface of water. This
category consists of all lodgings properties that are built on the top of rats or semi-submersible
platforms, and includes cruise liners and houseboats. Some of them provide luxurious
accommodation, along with food and beverage facilities to guests. The house boats of Dal Lake
(Shikara) in Srinagar in Jammu and Kashmir are some examples of Floatels in India.
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7) Rotels: The hotels which rotate on wheel are called Rotels. It is also called Motel on wheels.
The best example of rotel in India is Palace on Wheels. It is a luxurious train, fully air-
conditioned, and well furnished, with attached restaurant and bar. The fare is inclusive of train
ticket, food, alcoholic beverages and sightseeing. This train starts Delhi and covers the tourist
places of Rajasthan and Uttar Pradesh including Taj Mahal, Agra, and Mathura.
Classification on the basis of Clientele :
1) Business or commercial Hotels: Designed to cater to the business traveller, commercial

hotels are generally situated in the city centre. These hotels provide high standard rooms and
amenities situated in the city centre. These hotels provide high standard rooms and amenities,
along with high speed internet connectivity, business centres, and conference halls. They also
provide in-house secretarial services, as well as facilities such as letter drafting, typing, and fax
and photocopying of document for the convenience of their guest. The guest amenities at
commercial hotels may include complimentary newspapers, morning coffee, cable television and
access to channelled music and movies. The duration of guest stay is generally very short at
these hotels. The occupancy level is higher during the weekdays and slightly lower during
weekends. These hotels are also known as downtown hotels. The Park and Hotel Intercontinental
in New Delhi are examples of business or commercial hotels.
2) Transient Hotels: Transient hotels cater to the needs of people who are on the move and need
a stopover en route their journey. Located in the close proximity of ports of entry, such as sea
port, airport, and major railway station, these hotels are normally patronised by transient
travellers. They have round –the –clock operational room service and coffee shop, and all the
facilities of a commercial hotels. Transient hotels are usually 5 stars, and their target market
includes business clientele, airline passengers with overnight travel layovers or cancelled flights,
and airline personnel. The occupancy rate is usually very high, sometimes more than 100
percent, as room can be sold more than ones on a given date. Hotel Centaur and Radisson in New
Delhi are examples of transient hotels in India.
3) Boutique hotels: These are very small and expensive hotels and mainly cater for elite class.
They are different from the hotels in that each room has a distinct personality. Though the hotel
is small but still it has more number of restaurants. Each restaurant is decorated keeping in view
a theme and food served, the uniform of the staff, the menu, even the way of welcoming the
guest commemorates with the theme. E.g Shahpura Bagh Palace ,Shapura, Rajasthan.
4) Residential Hotels: As the name suggest, residential hotels provide accommodation for
longer duration. These hotels are generally patronised by people who are on a temporary official
deputation to a city where they do not have their own residential accommodation. Guest stay for
a minimum period of one month and up to two years. The services offered by these hotels are
modest.
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5) Suite Hotels: Suite hotels provide the highest level of personalized services to guest. The
guest rooms generally comprise a living area, compact kitchenette, complete with refrigerator
and a microwave, a bedroom attached with a bathroom, and sometimes even a dance floor. The
facilities are highly customized and may include valet services, personalized guest stationery,
high speed internet connection, and in-room safety locker facility. These hotels are patronized by
affluent people and tourist who are found of luxury. Burj Al Arab, Dubai and Intercontinental the
Lalit Goa Resorts are example of all suite hotels.
6) Bed & Breakfast Hotel: A European concept, bed & breakfast hotels are lodging
establishment generally operated in large family residence. These range from houses with a few
rooms converted into overnight facilities to small commercial buildings with twenty to thirty
guestrooms. The owner usually lives on the premises and is responsible for serving breakfast to
guest. Guest is accommodated in bedrooms and breakfast is served in the rooms or sometimes in
the dining room. The bathroom may be attached to the guest rooms or may be on a sharing basis.
As the tariff is generally lower than a full-service hotel at these properties, they are suitable for
budget travellers.
7) Casino Hotels: Casino hotels provide gambling facilities, such as Luxor hotel and casino in
Las Vegas. These Hotels attract the clients by promoting gambling, arranging extravagant floor
shows, and some may also provide charter flight services to its clients. They have state-of-the-art
gambling facilities, along with the specialities restaurants, bars, round the clock room services,
well appointed and furnished rooms for its guest. Nowadays, these hotels are also attracting the
MICE (meetings, incentives, conference and exhibitions) segments. The casinos of Las Vegas,
USA, are among the most famous casino in the world.
8) Conference Centres: The word conference means „a meeting, sometimes lasting for several
days, in which people, with a common interest participates in discussions or listen to lecturers to
obtain information‟. Thus, a conference centre is a hotel which caters to the needs of a
conference delegation. These hotels provide rooms to delegates of conferences, a conference hall
with the desired seating configuration for the meeting, food and beverage requirements during
and after the conferences and other requirements, such as flip charts, white board with markers,
and overhead projector with screen, computer, and public address system. These are large hotels,
having more than 400 guest rooms. The services provided are of the highest standards. Normally
conferences are charged as packages, which include accommodation and meetings facilities.
Hotel Ashok, New Delhi is an example of conference centres.
9) Green hotel: Green Hotels are environmentally-friendly properties whose managers are eager
to institute programs that save water, save energy and reduce solid waste. The basic definition of
a green hotel is an environmentally responsible lodging that follows the practices of green living.
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Classification on the basis of Ownership :
1) Independent Hotels: These hotels are on ownership basis and do not have any affiliation or
contract through any other property. And also they do not have any tie up with any other hotels
with regards to policy, procedures and financial obligation. The advantages in this type of hotel
is that they need not maintain a particular image and they are not bound to maintain any set
targets, but can independently adopt quickly to the changing trends. They are usually
autonomous.
2) Chains: When one hotel realizes that they can offer the same services in other cities, chains
of the same hotel are opened in those places. Hotel chain is an enterprise that administrates,
through a unique management a number of hotels located in different areas. They can be total or
partial owners of the hotel and they manage their administration, marketing and promotion. This
gives them the advantages of a large central organisation providing reservation systems,
management‟s aids, financial strength, expertise, manpower, specialities, merchandises and
promotional help.
The objective of Hospitality Industry :
1. Making the guests feel welcome personally
This requires both a friendly manner on your part toward the guest and an atmosphere of
―liberality and good will‖ among the people who work with you in serving the guest. That often
translates to an organization in which workers get along well with one another.
2. Making things work for the guests
Everything needs to be clean and in working order before the guests step foot on the
establishment. A hospitality system requires a lot of work and the manager must see that it is
done properly and maintained at all times.
3. Making sure that the operation will continue to provide service and meet its budget
As a manager, the key to achieving this objective lies in achieving a controlled profitable
operation. A good term to describe this management concern is ―conformance to budget.‖
Trends influencing the hospitality industry :
 Technology;
 More comfortable travel;
 Communication;
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 Aging population;
 Early retirement
 Longer life span and better health in senior years
 Political changes
 Two wage earner families
 Smaller families
 Change in consumer spending patterns
Scope of the Hospitality-Tourism Industry (Walker, 2007)
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Types of rooms :
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Chapter : 2
Managing Food & Beverage in hotel industry
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Introduction :
The food & beverage department have basically 2 part –
1) Food & Beverage Production
2) Food & Beverage service.
Food & Beverage production : The department which basically process foods.
Food & Beverage service : Food and Beverage Services can be broadly defined as the process of
preparing, presenting and serving of food and beverages to the customers.
F&B Services can be of the following two types:
 On Premise: Food is delivered where it is prepared. The customer visits the premise to avail the
food service. The premises are kept well-equipped and well-finished to attract customers to avail
F&B service. For example, restaurants, pubs, etc.
 Off Premise or Outdoor Catering: This kind of service includes partial cooking, preparation, and
service at customer’s premises. It is provided away from the F&B Services provider’s base on the
occasion of major events which call for a large number of customers.
Types of F&B Services Operations

There are two broad types of F&B Services operations:
 Commercial: In this case, F&B Services is the primary business. The most known commercial
catering establishments are — hotels, all kinds of restaurants, lounges, cafeterias, pubs, clubs, and
bars.
 Non-Commercial: Non-commercial operations are secondary businesses in alliance with the main
business. These F&B services mainly cater to their consumers with limited choice of food and
beverages. These establishments often run under contracts. For example, food and beverage
services provided at hospitals, hostels, and prisons.
What is Catering? Catering is the business of providing foods and beverage service to the
people at a remote location. It is a part of food and beverage service sector. For example,
arranging food services at a wedding location.
What is QSR? These are the fast food outlets called Quick Service Restaurants where the
food is prepared, purchased, and generally consumed quickly. They are run with convenience
as a main factor. Branded outlets such as McDonalds and Nando’s are QSRs.
What is FSR? They are fine dining, family, specialty, ethnic, or theme restaurants called
Full Service Restaurants where the food and beverage menu is wide and the customer’s
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expectations are high. They are operated with customer satisfaction and experience as the key
factors.
Food and Beverage Service Objectives -
The food and beverage service is looked as a means of achieving satisfaction and making
yourself feel comfortable in today’s world. The main objectives of this service are:
To satisfy the following needs:
 Physiological: The need to taste different varieties of food.

 Economical: The need to get F&B Services at the invested cost.
 Social: The need to find friendly atmosphere.
 Psychological: The need to elevate self-esteem.
 To provide high quality food and beverages.
 To provide friendly and welcoming atmosphere.
 To provide professional, hygienic, and attentive service.
 To impart value for money.
 To retain the existing customers and to bring in new ones.
Food and Beverage Services in Hotel -
Most of the star-ranked hotels offer multiple F&B services in their hotels. They can be:
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F&B Staff Attitudes and Competencies -
Knowledge Awareness of one’s responsibilities and roles, appropriate knowledge of food items,
food and beverage pairing, etiquettes, and service styles is a great way to build confidence while
serving the guests.
Appearance It creates the first impression on the guests. The F&B staff members must maintain
personal hygiene, cleanliness, and professional appearance while being on duty.
Attentiveness Attentiveness is paying sincere attention to details, memorizing the guests’ needs
and fulfilling them timely with as much perfection as one can put in.
Body Language The F&B Services staff needs to conduct themselves with very positive,
energetic, and friendly gestures.
Effective Communication It is very vital when it comes to talking with co-workers and guests.
Clear and correct manner of communication using right language and tone can make the service
workflow smooth. It can bring truly enhanced experience to the guests.
Punctuality The F&B Services staff needs to know the value of time while serving the guests.
Sincere time-keeping and sense of urgency helps to keep the service workflow smooth.
Honesty and Integrity These two core values in any well-brought-up person are important for
serving the guests in hospitality sector.
The Table service –
In this type of service, the guests enter the dining area and take seats. The waiter offers them
water and menu card. The guests then place their order to the waiter. The table is covered in this
service. It is grouped into the following types:
English or Family Service
Here, the host contributes actively in the service. The waiter brings food on platters, shows to the
host for approval, and then places the platters on the tables. The host either makes food portions
and serves the guests or allows the waiter to serve. To replenish the guests’ plates, the waiter
takes the platters around to serve or to let the guests help themselves. This is a common family
service in specialty restaurants where customers spend more time on premise.
American or Plate Service
The food is served on guest's plate in the kitchen itself in predetermined portion. The
accompaniments served with the food, the color, and the presentation are determined in the
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kitchen. The food plates are then brought to the guest. This service is commonly used in a coffee
shop where service is required to be fast.
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.
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.
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.
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.
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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.
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.
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.
Kiosks
The customer enters the choice and amount of money physically and the machine dispenses what
customer demanded accurately.
Take Away
Customer orders and avails food and beverage from a single counter and consumes it off the
premises.
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.
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.
Tray Service
Method of service of whole or part of meal on tray to customer in situ, such as hospitals, aircraft,
or railway catering.
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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.
Home Delivery
Food delivered to a customer’s home or place of work. For example, home delivery of pizza or
Meals on Wheels.
Lounge Service
Service of variety of foods and beverages in lounge area of a hotel or independent place.
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.
Commercial Food Production Equipment -

Here are some basic food production equipment.
Burners
They are used for cooking, boiling, and steaming. They often operate on Liquid Petroleum Gas
(LPG). Now induction burners and hot plates are available, which operate on electricity. They
come with open top, mesh top, or flat top.
Cooking Ranges
Cooking range is the most versatile equipment operating on either LPG or electricity. The name
implies, it can perform a range of functions such as cooking, frying, boiling, grilling, and baking.
It comes in two basic versions −
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 Restaurant range − Less expensive, good for less food volume, and is stand alone.
 Heavy duty range − Expensive, suits a large volume of food production, and can be
banked with other ranges using a battery.
Cooking ranges come with multiple burners usually 4 to 8, depending upon the volume of
food to be handled.
Ovens
They are used for cooking, baking, roasting, and browning. They operate either on LPG
or electricity. There are various oven models such as Rack with the option of rotating or
steady racks, Deck, and Tunnel depicting their shape and working style.
 Rack oven − It contains a set of stacked racks often placed equidistant, one above the
other in a tall stainless steel frame. This oven is good to produce large volume of food
items such as breads, cookies, and croissants.
 Deck oven − It contains racks or rotisseries that can cook various meats such as chicken,
duck, lamb, etc. simultaneously and evenly. They also come in baking deck and pizza
deck variants. The number of decks are generally up to four.
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 Tunnel oven − It comes in direct heat and indirect heat variants. It is suitable for high
temperature baking.
There are myriad number of ovens available in the market, which vary according to the
energy they consume, the manner of heating food, sizes, and shapes.
Griddles
They are flat plates made of iron, stainless steel, or aluminium, which transfer heat to the food.
Griddles are prone to heat loss when the plate is partially unused.
They are mainly used for preparing breakfast items such as omelets, scrambled eggs, patties,
sandwiches, burgers, and pancakes. Normally, the residual grease needs to be wiped out
occasionally from the surface to prevent tempering. In case of steel griddles, caramelization
occurs if the surface is not kept clean. Teflon surface griddles are more durable and efficient.
Pans and Cooking Spoons
There are a wide range of pans, pots, and spoons used for cooking.
 Pans − Depending upon the type of cooking, the cook selects a pan. The pans serve the
purpose of shallow frying, boiling, and stir frying.
 Pots − The pots are used for cooking and preparing stocks. They are generally
accompanied with lids. The steamer is used to prepare steamed food such as rice, momos,
and idlis (fluffy rice dumplings). There are two variants − shallow and deep.
Spoons − The spoons help to check the thickness of liquids, tenderness of solids, stir, and
turn the food in the pots and pans. Various spoons used during cooking are skimmer, turner,
masher, ladle, fork-spoon, and utility spoon.
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Kettles
The kettles are used for cooking, warming, and storing food. They are two layered pots- one
inside the other with a gap in between for steam. They are usually jacketed, agitator tilting for
better view and food handling. The kettles also have a product discharge valve that provides an
efficient transfer of kettle product to a service area without damaging delicate food items.
Deep kettles are best for soups, gravies, spaghetti sauces, pie fillings, and puddings as the quality
of these food items remains the same irrespective of their volume and frequent stirring. Lentils,
beans, and pasta can be cooked in deep kettles.
The shallow kettles are best for cooking and warming stews, patties, steamed vegetables, where
this kettle offers better view and less food handling.
Vegetable Cutters/Choppers
The cutters or choppers are used in cutting, dicing, shredding, and slicing vegetables in various
shapes and sizes. They are also used to cut bread into small pieces for puddings or soups. The
handheld cutters are used for cutting fruits, salads, etc. for presentation.
Cutters are made of either plastic or stainless steel. Some cutters come with single or multiple
wheels with zig-zag or plain edge. Some cutters have round small bowl-like shape to cut round
pieces of fruits.
25 | P a g e
Mixers
The overhead motor vertical mixer is most commonly used in commercial food production units.
Mixers are used for mixing and blending. There are broadly two types of mixers − table mounted
and floor mounted.
Mixers have the following standard accessories −
 Flat beater − Mashing and beating foods of medium consistency such as boiled potatoes.
 Wire whipper − whipping cream, eggs, frosts and other light foods that contain air. It
works on high speed.
 Dough arm − It handles heavy and bulky ingredients such as bread dough at low speed.
26 | P a g e
Cookers and Steamers
Commercial cookers and steamers largely operate on electricity. The cooks use these for cooking
rice, lentils, and vegetables.
The steamers are used for preparing steamed food such as Idli (a type of fluffy rice dumpling),
momos, and dhokla.
Fryer
Some food items are prepared by immersing them in heated oil in a fryer. There are two basic
versions of a fryer − Electric fryer and Gas fryer. The frying time and oil temperature varies
directly with the food type and the size of the fryer. It consists of a fryer basket and heating
element and a thermostat controls a fryer.
The fryers are used to fry potato chips, Pooris (fried Indian bread), doughnuts, begels, onion
rings, shrimp, fish, chicken, okra, and zucchini.
27 | P a g e
Juicer
Juicers extract juices and pulps from fruits and vegetables. It operates on electricity and speeds
up the juice production process. The fruits are added in the juicer from the top. It separates the
juice and left over peels and unused fibers from the fruits. There are three types of juicers −
 Centrifugal − It works by crushing fruits. It is quick and yields plain juice.
 Masticating − It works longer to yield juice of specified texture and consistency.
 Twin-gear − It uses various gears and membranes to yield best quality juice of almost
any fruit, carrot, tomato, or leafy vegetables. It also helps to prevent oxidation of the
juice.
It is very useful in preparing juices and pulps for breakfast, for meals as appetizers, and for using
them in cocktails, mocktails, and smoothies.
Maintenance Equipment in Commercial Kitchen

We will discuss here a few important maintenance equipment used in professional kitchens.
Dish Washer
It can wash multiple dishes and bowls simultaneously. It is an automatic machine but needs
human interaction for loading used dishes into dish racks and unloading clean dishes after wash
cycle. It eliminates a great effort required for traditional dish washing. There are two basic types
of dishwasher −
 Door-type − It is large machine. It can clean from 50 to 125 dish racks depending upon
the size of the machine.
 Under-counter − It is smaller and can fit under the kitchen platform.
28 | P a g e
Glass Washer
It washes and dries almost 2000 glasses per hour. There are two types of glass washers − rotary
and pass-through. They are mostly used at bars for washing glasses of various shapes meant for
various beverages.
Dish Warmer
It can dry as many as 1800 dishes an hour and eliminates the possibility of contamination caused
by conventional drying methods. It conducts speedy washing of dishes. It also keeps the micro
organic particles depositing at bay for long time.
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Kitchen Knives
Knives are used across various small volume dicing, cutting, slicing, carving, and filleting. There
are various knives used for different cutting and carving purposes −
 Paring knife − It is used for fine cutting work, removing onion skins, and cutting small
fruits.
 Utility knife − It is used in general purpose cutting and scraping.
 Steak knife − It is used for cutting steaks.
 Santoku knife − Originated in Japan, this knife is used for cutting, dicing, and mincing.
(Santoku = Three virtues)
 Chef’s General knife − It is a multi-purpose knife used on multiple commodities such as

vegetables, fruits, meat, and poultry.
 Serrated knife (Bread Knife) − It has a long thin blade with serrated edge that provides
sawing-like motion. It is used to slice certain foods with firm skins or outer layers such as
bread, tomatoes, and capsicums.
 Boning/Filleting knives − They come with a narrow, sharp, and flexible blade and a
protruding heel near the handle. They can run along the bones of flat fish or ribs
smoothly.
 Carving knife − This knife comes with a long, thin and sharp blade to ensure neat and
accurate cutting.
 Slicing knife − It has a long sharp blade that tapers at the end and helps slicing fruits and
vegetables finely.
 Turning knife − It is an essential component to present the food in a unique way. This
knife has a small curved blade that is used to carve the vegetables into the shape of a
container.
30 | P a g e
 Cleaver − It is a butchers’ knife. It is very strong and sharp to cut through large pieces of
meat such as pork and beef.
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.
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 Sugar Spoon − It has a flower shaped round cup. It is used to take sugar from sugar bowl
of tea set.
 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.
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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 −
 Cooler − It is used to serve welcome drinks or appetizers.
 Flute − It is a glass with a long cup and is mainly used to serve champagne.
 Goblet − It is a round glass with or without stem. The goblets with stem are used to serve
wines and brandy. A non-footed version is used to serve whisky.
 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.
33 | P a g e
Chapter : 3
Hygiene & Safety in Hotel industry
34 | P a g e
Any food and beverage service business has a great responsibility of serving hygienic, safe,
clean, and fresh food. The customers also rightfully question if the food or beverage they
consume at the F&B Services outlet is healthy, safe, and fresh. For ensuring food safety, a
system named Hazard Analysis and Critical Control Points (HACCP) in Europe works to
identify Critical Control Points (CCP) for the presence of physical, chemical, and bacterial
hazards to food. HACCP has set guidelines and principles on producing healthy and safe food. It
also enables food and beverage businesses to adhere to consistent safety and quality of food
production. In India, Food Safety and Standards Authority (FSSA) works towards setting
standards for safe and hygienic food. In USA, Food Safety and Inspection Service (FSIS) is
responsible for the safety of meat, poultry, and processed egg products. Also, the Food and Drug
Administration (FDA) is responsible for virtually all other foods.
HACCP is a systematic approach to the identification, evaluation, and control of food safety
hazards based on the following seven principles:
Principle 1: Conduct a hazard analysis.
Principle 2: Determine the critical control points (CCPs).
Principle 3: Establish critical limits.
Principle 4: Establish monitoring procedures.
Principle 5: Establish corrective actions.
Principle 6: Establish verification procedures.
Principle 7: Establish record-keeping and documentation procedures.
Hygiene a science of the establishment and maintenance of health.
35 | P a g e
Food processors and food handlers either in hospitality, hotel industries and food processing
industries are advised to improve on any knowledge for food safety assurance.
Working in any food processing industry entails keeping up with target production for the day
and working vigorously to make sure the food processed is on par with the standards for
customers. Also, it requires that the workplace, the food being processed, and the whole
workforce comply with the food safety and hygiene practices.
With the huge amount of food processed in hotels and hospitality, and large workforce to
monitor, food safety is sometimes hard to track. However, it can be effectively done by
educating workers on what to do and what is expected of them. Also, they must have a complete
understanding about the implications if they do otherwise.
Regarding this, we will share with you a simple guide on the 5 essential food safety and hygiene
practices for those who work in the hotel and hospitality industry, and the effects of not
practicing proper food safety and hygiene in the workplace.
5 Essential Food Safety and Hygiene Practices Which Must Be Kept In Mind
1. Wear proper clothing and footwear
It always important that employees wear garments which are suitable for their job, which in this
case is the food processing industry. Wearing proper clothing and footwear for food processing
is the best way to maintain cleanliness of food which is particularly important when working in
an industry such as a hotel where standards need to be kept high.
Any employees in the hotel which deals with processing food, should wear impermeable gloves
as they are a necessity which should be kept clean and sanitised at all time to prevent the spread
of bacteria. As well as that, all jewellery must be removed when dealing with food, because
jewellery could be a main source of negative microorganisms.
Wearing proper footwear is a standard followed by any food manufacturing company. Wearing
the correct footwear which is sturdy, clean and comfortable is a must. Any footwear worn in the
food processing environment within the hotel must not cross contaminate areas, therefore it is
best to dedicate one pair of shoes to be worn solely in the kitchen and not worn anywhere else.
Wearing the proper clothes is also a standard followed by all food manufacturing companies.
The proper clothing includes wearing an apron, coat, hairnet and gloves while working to ensure
no food gets contaminated or it could make customers ill. If a uniform is required to be worn in
the kitchen of the hotel, then more than one uniform should be purchased for each person do that
the uniform is cleaned regularly.
36 | P a g e
Finally, you must also ensure that you have hair and facial hair protection on at all times when
cooking and preparing food as this is another basic hygiene practices which must be followed at
all times.
By ensuring that you do these, you can keep yourself, customers, as well as the food you are
manufacturing, clean and uncontaminated.
2. Keep your hands clean
Keeping your hands clean is an absolute must in any industry as it is a daily process for us all.
Predominantly, keeping your hands clean in food processing within hotels is required as it can
prevent the spread of diseases and hotels to ensure clean environments.
Cleaning your hands is a way for you to combat possible bacteria and contaminating agents
inside the workplace. It is also a basic method to avoid diseases coming from other workers in
the area.
Because of this, if you work in the food processing industry then you must ensure that you wash
your hands before working, after lunch, after a toilet break or any time that your hands touch
food or cigarettes. In other words, all workers in the industry must wash their hands before
revisiting their workstation in the kitchen.
All hotels should place the process of hand washing around the facilities to ensure that all staff,
particularly the ones working in the food industry, and all customers wash their hands properly
with soap and warm water in order to prevent contamination and prevent anyone from getting ill.
3. Ensure that the tools and equipment are clean and sanitised
Another practice which must be kept in mind is ensuring that the tools and equipment used
within food processing in hotels are clean and sanitised. Usually, bacteria are present in tools and
equipment that are not cleaned and sanitised regularly, particularly in such a big industry
whereby tools and equipment are continuously used.
Not only are the bacteria present in tools and equipment that are used on a daily basis, but are
also present in the carts, hoses and other supplementary materials which are used inside the food
processing industry.
Baring all of that in mind, the best way to keep all of these objects clean is by regularly sanitising
them with an antibacterial agent. As well as that, ensure that all of the tools and equipment
within the hotel or hospitality kitchen are sanitized with the use of chlorine tablets to help
minimise the risk of an outbreak in diseases. These chlorine tablets can be used safely within
kitchens and food preparation areas, as well as in washrooms and bedrooms and is highly
recommended to disinfect any body fluids and also disinfect cloths and mop heads.
4. Make use of food safety equipment and metal detectable equipment

37 | P a g e
Making use of metal detectable and food safety equipment in the kitchens of hotels are standard
measures followed by food manufacturing industries to make sure there are no contaminants
being brought into the workplace. The use of detectamet pens can help maintain safety in any
food industry, as well as pharmaceutical, packaging and beverage industries.
Also, these are of best use due to the fact that contaminants, especially plastic contaminants,
cannot be detected with the naked eye. So, utilising these food safety equipment and metal
detectable equipment is a must.
5. Step on the footbath
Lastly, one of the best ways to make sure you do not bring bacteria and contaminants into the
kitchen of hotels is by stepping on the footbath. Even though this act is the simplest among the
practices mentioned, it is definitely an effective way for self-sanitation.
Just ensure that the footbath present in the workplace contains enough sanitising agents so that it
will not become a ground for bacteria to form. With the large number of workers stepping on it,
make sure that the footbath contains sufficient anti-bacterial agents, and it is cleaned every time.
Effects of Not Practicing Proper Food Safety and Hygiene in Hotels
Food contamination
The primary effect of not practicing proper food safety and hygiene within the hotel or
hospitality industry is of course food contamination. This is one worst scenario all of us are
avoiding, because it would not only bring bad effects to the patient or customer affected, but it
can also result to the worst consequences on the food manufacturing company.
Spread of sickness and diseases in the workplace
Aside from food contamination, not practicing proper food safety and hygiene in hotels also
results to the spread of sickness and diseases among workers.
Food hygiene authorities will have regular visits to business premises such as hotels to inspect
them for compliance with any legal requirements which apply to them. Failing to comply to a
countries required food safety requirements could result in a prosecution.
Personal hygiene : Health is Wealth is an all-time true popular adage. Health is a state of complete
balance of physical, mental and social well being. A healthy person is more energetic. He works more,
earns more and lives in comfort. Personal hygiene which is essential for all is also a part of health.
As per perspective hotel, the personal hygiene is the prevention, protection and destruction of
virus and bacteria that can contaminate in a various ways. One can be infected anytime from
anywhere. Everybody needs to be very careful about it. A person that follows cleanliness stands
the best chance avoiding any disease. There is another adage ―prevention is better than cure‖ that
38 | P a g e
insists on being clean in every way. So one must take additional carefulness to be free from any
virus or bacteria which are all the time around us but we don’t see them with our open eyes.
The contamination takes place from three ways: Bacterial, Physical and Chemical
In the hospitality industry all the three ways of contamination is emphasised. The standard of
good personal hygiene during the hours of services in hotel is emphasised. The appearance of the
staff says about the grade of hotel. Final look at the mirror is the first look of the customer.
Most of the people carry some kinds of pathogenic or invective bacteria and the staff must be
responsible for maximum standard of cleanliness in order to ensure that they don’t harm the
environment to make other people infected. Hands are the main carrier of bacteria or virus to
contaminate oneself or others.
The tips to be followed to be free from virus:
 Wash your hand in the hand wash basin specially made for this purpose.
 Use warm water for maximum disinfection.
 Clean the under nail with a nail brush.
 Rub hands thoroughly and rinse under running water.
 Dry your hands carefully.
During the working hours pay special attention to Personal hygiene. Neither comb hair nor put
on make-up nor spit, sneeze, cough in public areas. Develop the sense of hygiene every day.
39 | P a g e
This book is written on the

basis of collecting
information from several
website.
Jaoud Nakib
Bachelor in hotel & tourism management
Email : jaoudnakib.htm@gmail.com
40 | P a g e

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Hygiene & Safety in Hotel industry 35- 39

Today, the hospitality industry is made up of four distinct sectors:

 Recreation: recreational establishments focus on the entertainment and relaxation of

Hotel Management & Types of Hotels :

Hotels Departments & Work :

There are several division & department’s of a hotel those are –

 The Room Division

 The Engineering and Maintenance

 The Human Resources

 The Accounting Division

 The Security Division

 Food & Beverage

 Sales & Marketing

 The Engineering and Maintenance : A hotels engineering and maintenance division is

Law’s in Hospitality industry :

To begin this journey, it is important to grasp three key concepts:

1. Laws have historical origins, and managers need to know them.

2. Laws have an evolutionary nature, based on changes in society.

3. It is possible to use a philosophy of preventative management to manage the legal

Legally managing at work :

There are 2 types of rating system –

Hotel Classification on the basis of Location :

Classification on the basis of Clientele :

1) Business or commercial Hotels: Designed to cater to the business traveller, commercial

Classification on the basis of Ownership :

The objective of Hospitality Industry :

1. Making the guests feel welcome personally

2. Making things work for the guests

Trends influencing the hospitality industry :

Scope of the Hospitality-Tourism Industry (Walker, 2007)

The food & beverage department have basically 2 part –

1) Food & Beverage Production

2) Food & Beverage service.

F&B Services can be of the following two types:

Types of F&B Services Operations

Food and Beverage Service Objectives -

To satisfy the following needs:

 Physiological: The need to taste different varieties of food.

Food and Beverage Services in Hotel -

F&B Staff Attitudes and Competencies -

The Table service –

English or Family Service

American or Plate Service

Grill Room Service

Commercial Food Production Equipment -

Pans and Cooking Spoons

Mixers have the following standard accessories −

Cookers and Steamers

 Centrifugal − It works by crushing fruits. It is quick and yields plain juice.

 Masticating − It works longer to yield juice of specified texture and consistency.

Maintenance Equipment in Commercial Kitchen

 Under-counter − It is smaller and can fit under the kitchen platform.

 Utility knife − It is used in general purpose cutting and scraping.

 Steak knife − It is used for cutting steaks.

 Chef’s General knife − It is a multi-purpose knife used on multiple commodities such as

Types of Spoons, Forks, and Knives

 Cooler − It is used to serve welcome drinks or appetizers.

 Mug − It is used to serve beers.