HOTEL SERVICES

A D VA N C E D S E RV I C E S

Vaishnavi Reddy
Aragonda
1101042
B.Arch VII
Semester, A
SPA JNAFAU.

Hospitality is:
- the act of kindness in welcoming and looking after
the basic needs of guests or strangers, mainly in
relation to food, drink and accommodation;
- refers to the relationship process between a guest
and a host;
- the reception and entertainment of guests,
visitors,
or strangers with liberality and goodwill
Lodging
(Oxford English Dictionary);
Food service
- derived from the Latin word hospitare meaning to
Clubs as a guest
receive
Cruise ships
Gaming
Theme parks
Sports and
entertainment
Travel

- The food and beverage industry, also known as the FOODSERVICE

industry, consists of businesses that prepare food for customers. The
number of people employed in foodservice industry is expected to
double by 2015 to approximately 22 million people.
-LODGING, also known as accommodation, is a place to sleep for one
or more nights. A business in the lodging industry provides a place for
people to sleep overnight. It can be one of many sleeping places such
as a fancy hotel, a youth hostel, an elder hostel, a campground, or
highway side motel.
- RECREATION is any activity that people do for rest, relaxation, and
enjoyment. The goal of recreation is to refresh a persons body and
mind. Any business that provides an activity for rest, relaxation, and
enjoyment in order to refresh a persons body and mind is in the
recreation business. Recreation businesses are incredibly diverse
because people have varying ideas on what activities they participate
in for rest, relaxation and enjoyment. There are four general types of
recreation businesses: entertainment, attractions, spectator sports,
and participatory sports.

Delivery/Receiving yard, refuse bins, empties store. This area is to be

out of sight of guest bedrooms and front entrance.
Back-of-House storage areas [Equipment, Dry Goods, Refrigeration]
including cost control/goods receiving and purchase office
Bar storage and beer cellar
Housekeeping department[ Office, Linen store etc]
Human Resources Office [must be separate from other offices] and
Uniform Store
Dedicated Staff Entrance [separate from Goods Inwards/food handling
areas] with changing facilities in line with national legislation
Maintenance department including tool/spare parts storage and
workshop separate from plant rooms.
Centralised kitchen area serving all food outlets. Room service pantry
Centralised consumables storage areas
Plant space/machine room
Centralised administration, accounts department.
Each guest accommodation floor of the hotel to have rooms attendant
pantry. [It is assumed that NO in-house laundry facilities are required]
Communications Room [Computer servers, PABX, UPS etc.]

KITCHENS
A kitchen is a place for the storage and preparation
of food for consumption. In some hotels, there may
be a variety of kitchens catering to different needs
from breakfast, luncheon and dinner to events such
as gala dinners and conferences. The number of
guests being catered for varies depending on the
size of the dining facilities and kitchen,the number of
staff employed and the equipment being used.The
purpose of a kitchen is to produce the right quality of
food of the highest standard for the required number
of people, on time, by the most effective use of staff,
equipment and materials.

Ideally, kitchens should be planned according to the menu envisaged.

This will allow proper equipment selection, spacing, determination of
capacity and purchase accordingly.
LIGHTING- Every kitchen must be well illuminated to prevent
accidents, increase efficiency, facilitate quality control and prevent
waste. Fluorescent light fixtures are advisable for their efficiency and
cool operating temperatures.
VENTILATION- Ventilation is of great importance in any kitchen. It
prevents odours from penetrating the dining area and increase the well
being of cooks. This in turn improves quality and efficiency. Some
operators actually air condition their kitchen with laudable results. A
ventilation system consists of:
The collection device (canopy)
Vehicle to move the air (motor)
Canopies are equipped with filters, of which there are three types
Wire mesh
Baffle
Liquid
(All filters must be thoroughly cleaned at regular intervals to reduce fire
hazards, as they collect grease)

SPRINKLER SYSTEMS - All kitchens and restaurants should have an

appropriate sprinkler system. There are two types:
Water releasing
Carbon dioxide mixed with fire extinguishing chemicals
Water releasing sprinkler systems are inappropriate for kitchens.
Carbon dioxide mixed with extinguishing chemicals type systems are
recommended.
FLOOR COVERINGS -Kitchen floors must be non-slip to prevent
accidents. Tile coverings are prone to cracking and warping due to
constant moisture present. If tiles are used, cover them with a non-slip
coating. Continuous non-slip floor covering containing stone chips is
the most suitable. It can be applied quickly and inexpensively. They are
easy to clean and prevent insect infestation.
WALL COVERINGS - Kitchen walls can be covered with tiles or durable
high gloss finish paint. Tiles are initially expensive, but are durable and
easy to clean. High gloss finish paint is more expensive in the long run
and less sanitary. After aforementioned decisions are made, the
planner can proceed to selecting and specifying equipment: Cooking
equipment, brands, capacity requirements, and sources Stationary
equipment i.e. mixers, bank saws, food processors Work table sizes,
heights, finishes and locations Widths of aisles for traffic between
stationary equipment Refrigeration units and freezers, types and sizes

FLOOR COVERINGS
LIGHTING
VENTILATION

SPRINKLER SYSTEMS

WALL COVERINGS

TCHEN EQUIPMENT
Kitchen equipment can be conveniently grouped into five categories;
storage-, preparation-, cooking-, accessory- and service equipment.
Restaurant planners are advised to study all equipment available,
manufacturer,
source, and
compatibility
with local
standards
in force.
STORAGE EQUIPMENT
consists
of industrial
food-grade
shelving.
It
may be wire or solid. Wire shelving is appropriate for canned goods or
boxes, solid shelving is required in refrigerators and freezers. They are
easy to clean. All shelving must be arranged appropriately to facilitate
adequate air circulation. There are upright, chest, and walk-in
freezers. Chest freezers preserve cold air but utilize more floor space,
whereas upright freezes use less floor space but allow cold air to
escape rapidly each time the door is opened. Walk-in freezers are
recommended for operations using considerable amounts of frozen
foods. Freezers can be purchased pre-fabricated, modular, or be
custom -made. In every walk-in installation, care should be taken to
Reach-in and walk-in refrigerators are readily available in a variety of
position the freezer to open into a refrigerator in order to preserve at
sizes and configurations. Walk-in refrigerators can be specified
least part of the cold air, which inevitably escapes each time the door
modular or custom made. Drawer and roll-in refrigerators are practical
is opened. (Cold air costs three times as much as warm air) There are
and save
standard- or blast freezers for quick freezing of vegetables or plated
labour but must be custom manufactured and expensive.
food. Cryogenic freezers use liquid nitrogen or carbon dioxide and
freeze fast.

All commercial refrigerators must be equipped with thermostats both

inside and out. Interiors of all must be easy to reach, clean, and well
lit. Walk-in refrigerators must have non-slip floors and equipped to
open from inside and outside. All doors must be airtight and equipped
with self-closing mechanisms to minimize cold air loss. A well-designed
compressor maintenance programme will help prolong usable life.
Wooden storage shelving is not recommended. Tempering refrigerators
PREPARATION EQUIPMENT - constitute all equipment employed in
to re-thermalize plated frozen food is practical in hospital and
food preparation (chopping, dicing, cubing, peeling, slicing, mixing,
correctional institutions.
processing). They speed up all these functions, reduce labour,
facilitate quality control and promote consistency. Specify sturdy
brands, backed up by a good supply of spare parts, warranties,
guarantees and service. Foreign suppliers should be specified only if
local manufacturers are inadequate or do not exist.
COOKING EQUIPMENT - All equipment used in cooking fall under
this category, and may be fuelled by electricity, propane, natural gas,
oil, wood, or steam . The fuel must be selected with due care
according to availability and style of cooking being envisaged. Steam
generators are available, so are cooking equipment with self steam
generating installations.

STEAM FUELLED EQUIPMENT -Steam jacketed kettles- Floor,

counter top, tilting or non-tilting, with or without spout in various sizes
are available. Pressure steamers are suitable for quantity batch
cooking. Combi-ovens combine steaming and roasting, and are
popular due to their space saving features. OVENS a wide range of
ovens is available. They can be under ranges, freestanding, electric or
gas, steam injected or not. Convection ovens are practical for roasting
and rotate hot air speeding up cooking time. Conveyor type ovens are
appropriate in high volume pizza operations or in very busy bakeries.
Micro wave ovens are used mostly for re-thermalizing.
GRIDDLES consist of a stainless steel non-stick surface fuelled
either by gas or electricity, equipped with appropriate grooves and
grease collectors. They are versatile and very much in demand in short
order kitchens and cafeterias.
TILTING FRYING PANS - may be gas or electric fuelled. They are
practical in large banquet halls or hotel banquet kitchens catering to
huge banquets. Cooking equipment is rated either in units per hour or
BTUs
(British Thermal Unit) One British Thermal Unit is the amount of energy
required to raise the temperature of one pound of water by one degree
Fahrenheit. The rating is important to calculate power requirements.

LAUNDRY
In any hotel establishment, a lot of dirty linen accumulates in the
various units and departments. It is essential to ensure a continuous
supply of linen, which is well laundered, so that operations can be
carried out smoothly and efficiently. Linen is an expensive item, so how
it will be laundered requires serious consideration. People involved in
handling linen should have some knowledge of the process. Moreover,
the
Housekeeper
and Linen keeper
should have a good rapport with
Advantages
of On-premises
Laundry
the
Laundry
Although
it is essential
that
good quality is
linen be
Time
taken Manager.
for laundering
is reduced
because
transportation
purchased,
eliminated the life of the linen depends on the care of linen in use and
the
treatment
it gets
at theespecially
laundry. in the case of emergency
Linen
is readily
available
requirements
Control over the wash process and the laundry agents used making
the wear and tear on linen comparatively
much lesser.
Pilferage is reduced
The par stock required is reduced
Revenue is earned from guest laundry.
Dis-advantages of On-premises Laundry
Cost of equipment and its maintenance is fairly high
Related expenses like printing of forms, employee taxes, water

Tunnel Washers
These are also called batch washers or continuous washers and are in
effect a series of inter-connected washers. Each bath is in a different
cylinder and the load moves from one cylinder to the next.
Computerized systems automatically adjust the time, temperature and
chemicals to be used, so that each batch receives the required
treatment. Machines may be top transfer or bottom transfer. Tunnel
washers have distinct advantages in that they are timesaving,
thereby reducing staff requirement. There are also significant energy
and water savings. Tunnel washers can also be hooked up to an
extractor and subsequently with conveyors to the dryer.

Tumble Dryer
Dryers are machines that dry laundry by
tumbling it slowly in
a perforated drum exposed to hot air
ranging from 40C to 60C in
low capacity dryers and going right upto
85C in an industrial dryer.
There are programmes for delicate articles
with low or no heat.
Dryers may operate on gas, electricity or
steam. For speedy drying
and less wrinkling the volume of the dryer
should be 25% more than
the washer-extractor. Most dryers have a
microprocessor computer
control system.
Although suitable drying times are usually
recommended for
specific fabrics, some dryers have sensors
hooked onto their
microprocessors so that they can gauge

NISHING EQUIPMENTS
Flatwork Ironer / Roller Iron /
Calender:
Is used for flatwork i.e. items like sheets,
pillowcases,
Flatwork Ironer
Press:
tablecloths, serviettes, aprons, sarees,
Press
is used
fine pressing of Flat
etc. The
itemsfor
are
Press
Linen
Table covers,
passedlike
through
heated Pillow
rollers covers,
for ironing.
Napkins, Kitchen linen, Staff uniforms.
They are special presses to perform
Puffer
or Suzieand operation can
specific functions
For
coats
and articles
that do not
be on
electricity
or steam.
crease heavily. The articles are put
Cabinet Dryer
onto a dummy that is inflated with
steam to remove creases and then
Tunnel
with hotDryer
air to remove the moisture
Clothes
hung
on conveyor belts that
created are
by the
steam.
pass through a
tunnel. Hot air blowing in the tunnel,
Tunnel Dryer
renders the articles completely dry by
Cabinet
Dryer
or It
Drying
Room
the time they
exit.
is a fully
automated
Is
a chamber
where
low-crease
garments
are suspended on hangers and
process
that also
transfers
the linen
to
steam
or area
hot air
is circulated through the cabinet
the next
of activity

GUEST LAUNDRY
Among the many amenities provided by a hotel,
one of them
is laundry service for the guest. It is an amenity
which is essential in resort hotels where guests
are long-staying and prefer to travel light. Even
if a full-fledged laundry service is not available,
at least some facility for ironing is required as
clothes get crumpled in packing. It is a source of
revenue in hotels and may serve as a means of
preventing the guests from washing clothes and
hanging them out to dry in hotel guest rooms.
Laundry service, including dry cleaning may be
normal (ordinary) or urgent (express). The time
gap between the collection and delivery is
dependent on whether the laundry is onpremises or off-premises.