Hospitality - Accommodation Operations
Domain 4 covers how accommodation works behind the front desk and on the floors. The exam tests room-status language, front-office and housekeeping roles, and simple performance calculations.
Core operations
- Front office: reservations, check-in and check-out, bell desk, concierge, cashiering, night audit and guest relations.
- Housekeeping: room cleaning, linen, laundry, public areas, pest control and maintenance reporting.
- Room status codes: VC (vacant clean), VD (vacant dirty), OC (occupied clean), OD (occupied dirty), OOO (out of order), DND (do not disturb).
- Room types: single, double, twin and suite; meal plans: EP, CP, MAP and AP.
Worked example
An 80-room hotel sells 60 rooms and earns ₹1,80,000 room revenue. Occupancy = rooms sold ÷ rooms available = 60 ÷ 80 = 75%. ADR (average daily rate) = room revenue ÷ rooms sold = 1,80,000 ÷ 60 = ₹3,000. RevPAR = room revenue ÷ rooms available = 1,80,000 ÷ 80 = ₹2,250, or ADR × occupancy = 3,000 × 0.75. If 5 rooms are out of order, available rooms become 75, so occupancy changes to 60 ÷ 75 = 80%. Always check the denominator.
Traps
Occupancy is not rooms sold ÷ total rooms when rooms are out of order. ADR uses rooms sold; RevPAR uses rooms available. Do not confuse housekeeping's "room ready" with front office's "room sold". EP means room only; AP includes all meals. A DND room is not automatically dirty.