Hotel Classification, Grading, and Organization: A Comprehensive Guide

Hotel Classification and Grading

Hotel Origin: The word "hotel" comes from the Latin "hospitale cubiculum," which referred to guest rooms in Roman homes. Later, monks provided shelter to travelers in houses called "hospitals." Upper-class travelers stayed in luxurious accommodations with private rooms and services called "hotels." Today, hotels offer paid lodging for short stays, various amenities, and conference rooms for meetings and events. Hotels can operate year-round or seasonally and are found worldwide.

Star Rating and Grading

Hotels are graded and classified based on minimum standards of facilities and services. The most common system is the "star" rating:

• One star: Basic facilities
• Five stars: Extensive facilities
• Six and seven stars: Luxury hotels

The Official Hotel & Resort Guide rating focuses on the quality of facilities, rating hotels on a scale of up to nine quality levels:

• Tourist
• First Class
• Deluxe

Consumers often rely on online reviews from other guests to gauge the quality of service.

Hotel Rates, Rooms, Services, and Facilities

Hotel Rates

The "rate" is the price a guest pays for a hotel room, typically including a bed and breakfast. Rates are set by the hotel and depend on several factors. Common rate calculations include:

• Per room, per night (B&B)
• Per person (half or full board, or room only)
• All-inclusive (popular for holiday villages and packages)

Hotel Rooms

Hotels generally offer the following room types:

• Double
• Single
• Twin
• Family (tailored to guest requirements)
• Communicating (connected by an internal door)
• Suite (a flat with a bedroom and living room, typically found in four-star and higher hotels)
• Junior Suite (a smaller version of a suite)

Some guests own a "timeshare," which is a hotel room shared with other owners seasonally. Timeshare owners can enjoy all hotel facilities and services.

Facilities and Services

Facilities are extra benefits provided by the hotel to guests.

Services are specific actions taken by hotel staff to meet guest needs and ensure a comfortable stay.

The Hotel Organization

Hotel Areas

A hotel is organized into departments, divisions, and areas. Key areas include:

• Hall: The first area guests see, connecting to other areas. It typically houses the reception.
• Reception: Consists of a front office (counter) and a back office (reserved area).
• Bar: Often located in a busy area of the hall.
• American Bar: Situated in a quieter area for relaxation.
• Cafeteria: Serves breakfast and drinks, either indoors or outdoors.
• Restaurant: Located near the reception and lounge.
• Kitchen: Situated at the back of the hotel.
• Function Rooms: Used for corporate and private events.

Hotel Staff

Hotels have different organizational management models. In family-run hotels, the manager is often the owner, and family members make up the staff. The most common model is hierarchical:

• Hotel Manager: Responsible for all aspects of the hotel.
• Division Managers/Heads: Collaborate with the hotel manager in larger hotels.
• Room Division Manager: Oversees the front office, back office, and floor service.
• Food and Beverage Manager: Responsible for the restaurant, bar, and kitchen (in coordination with the Head Chef).
• Receptionists: Handle various duties. In large hotels, receptionists may specialize in specific tasks, while in smaller hotels, a single receptionist manages all front office responsibilities.