5. A place to stay

All hotels, big or small, have a staff structure. In medium to large hotel, the staff are organized into departments. A simple structure might have only three departments:

• food and beverages (restaurants, bars, kitchens);

• housekeeping and maintenance;

• front office and administration.

In a big hotel the restaurant and the kitchen are separate departments. The same would happen with housekeeping and maintenance, and also with front office and administration.

The department in closest contact with a hotel’s guests is the front office, which is often called the reception. It is responsible for taking reservations, registering guests when they arrive (check-in), and preparing the bill for guests who are leaving and charging them (check-out). Hotel receptionists are in constant contact with the public and need very god customer skills.

The check-in and check-out procedures in all good hotels will be written down in the hotel manual. Front office staff follow these procedures exactly.

The check-in procedure involves filling in a registration card and getting the guest to sign it. Part of the card is kept in reception and part of it is given to the guest with the room key. Today many hotels use electronic key cards. Computers allow hotels to create a file called a guest history. This contains information about the guest’s previous stays and about any preferences – smoking or non-smoking, upper or lower floors, and so on.

The larger the hotel, the greater the number of services offered. The services directory is a document that tells the guest how to obtain different services. Usually a services directory is left in each room. Large hotels will also have a concierge, who has a desk in the hotel lobby near the reception. The concierge’s job is to help guests find the facilities and attractions that they want both inside and outside the hotel.

Hotel facilities

The range of hotel facilities and services depends on the type of a hotel. Large, modern hotels usually contain restaurants and cocktail lounges, shops and recreation facilities such as swimming pools or health clubs. Other facilities and services include: 24-hour room service, valet service, children facilities, air conditioning, minibar, hairdryer, TV, information service, wheelchair access etc. Many hotels also have facilities for social functions, conventions and conferences – auditoriums, ball rooms, meeting rooms of different sizes, exhibit areas and the like.

El Hana Beach

Tunisia

Official Rating – 3* – Bed and Breakfast / Halfboard

A comfortable, 3-star hotel situated in a garden of palm trees, next to the lovely Sousse beach and within walking distance of the Medina.

Accommodation

Twin and family rooms that can accommodate up to four guests. Modern furnishings with bright colours. Air-conditioning, telephone, private bathroom with WC. Balcony with partial sea view.

Facilities and services

The main restaurant in the hotel serves a large American-style breakfast buffet and dinner buffet. There are three indoor bars and a comfortable snack-bar.