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Hospitality: here system catering
The Glöckle inn from the 1950s in Geyerbad , with a typical extension and entrance to the catering area.

The hospitality industry , more precisely hotel and restaurant industry or accommodation and catering (in Germany abbreviated to HoGa ), is understood to mean commercial catering and / or accommodation in an accommodation and restaurant business (also known as restaurant ).

Services and modes of operation in the hospitality industry

Operating modes in the hospitality industry

The hospitality industry is divided into the two main categories of board and lodging :

The HoReCa trade is subdivided as a special sector , it includes hotels , restaurants and cafés , with the hotel industry in the true sense as a sub-group

Not for the hospitality industry include the entire noneconomic accommodation and meals, as domestic accommodation, clubs and associations , humanitarian and social facilities asylum system , home exchange and sleeping exchanges and others.

A distinction is made between year-round operations and seasonal operations according to the duration of operation . Among the seasonal businesses, a distinction is made between one-season operation (summer or winter) and two-season operation (summer and winter, closed between seasons ).

After corporate form of business enterprise , a distinction owner - and leased houses as corporate form are private enterprises , joint stock companies and limited liability companies predominate, hotels are also under franchise - or management contracts out, cooperatives are also represented.

In Austria, the individual types of operation in the hospitality industry (according to Section 111  (5  ) Trade Regulations ) are not prescribed by law. The different forms of appearance are defined by the economic conditions and the public opinion. There are also differences in national law. Important basic modes are: hotel , guest house , inn , restaurant , inn , cafeteria , snack bar , buffet , spirits tavern , bar , coffee house / café , coffee restaurant , coffee , welcome coffee tavern , coffee pastry , ice cream parlor , pub , disco / dance café , nightclub . For the respective modes apply depending on the state uniform closing times (§ 113 GewO 1, state blackout dates - / - hours regulations ) These modes are supplementary accommodation such as delivery Kitchen / catering / party service without customer premises.

Areas of responsibility and job titles


Economy including service


Work areas on the floor (housekeeping)

The floor department comprises the following rooms and areas:

  1. all guest rooms
  2. all hallways and corridors
  3. the hall area
  4. all public spaces
  5. all stairwells

The floor department basically has four main functions:

  1. All cleaning and maintenance in cooperation with the technical department, decoration of the rooms and lounges
  2. Education and training of your employees
  3. Ordering and checking of all necessary supplies, cleaning agents and guest items (guest supplies)
  4. Administration - duty roster and necessary control reports

The work areas on the floor influence the form of the organization. The areas of activity can be organized depending on the size of the hospitality business and level.

  • Traditional organization on the floor:
    • The management of the tasks is done by the directrice or housekeeper (wet assistant)
    • Several brigades on the floors belong to the directrice / housekeeper (wet assistant). They consist of the following people: housekeeping, housekeeping, cleaning lady and possibly also wage servants (bellboys and temporary workers) on the floor.
    • All brigades do the cleanup work on one or more floors.
    • The management and coordination and control of your work is done by the directrice / housekeeper (wet assistant), who also maintains contact with other areas (F & B, banquet, etc.).
  • Modern organization in the hotel sector:
    • the housekeeper manages this area
    • the housekeepers control the work of the brigades on the floors.
    • This area also includes the cleaning ladies for the common rooms on the floors.
    • It is more flexible compared to traditional organization.
  • Simple organization on the floor (this applies particularly to smaller hotels, guest houses, guest houses):
    • The work is controlled by the housekeeper, who is in contact with the front office.
    • There is also an option for housekeeping to be under the direction of the chief concierge or receptionist.

Room status: With the change in the room status, housekeeping shows the Room Division Management or the reception department what condition the rooms are currently in: e. B. empty - not tidied up, occupied, empty - clean etc.

  • Out of order - the room cannot be assigned (is being renovated, there are technical problems, e.g. the tap is dripping, the heating is not working properly.)
  • Rentable rooms - these rooms are available today

The room status listed below is reported to the housekeeper by the reception department:

  • No Show rooms - Rooms that have been booked but the guests have not arrived.
  • Walk in rooms - rooms for guests who arrive without a reservation.
  • Day rooms - rooms for guests who do not spend the night in the room but only use the room for a few hours (flight pilots, flight passengers who missed their flight, business people for meetings in hotel suites)

Overcrowding / overbooking : more rooms are being sold in the hotel than are available for a certain period. In this way, one tries to avoid lost sales that arise because of guests who do not arrive or who cancel at short notice.

Occupations in housekeeping:

  • Housekeeper or Executive Housekeeper . Tasks:
    • Management of work on the floor
    • the analysis of work efficiency
    • Planning tasks (basic cleaning, maintenance work, further training)
    • Securing the staff
    • control
    • the organization of gifts and treatments (bekészítések) for regular guests and VIP guests - wine, fruit ...
    • Care of the VIP guests
    • Preparation of the annual investment and requirements plan (order plan)
  • Deputy housekeeper = landlady: She performs her duties under the direct supervision of the housekeeping manager, which mainly consists of the management and control of the employees who report to her.
    • She prepares the daily work schedule for the housewives, collects the reports they have made and coordinates them with the work schedule.
    • It forwards the consumption from the minibar for calculation.
    • She is mostly responsible for 80-100 rooms (always depends on the standard of the house)
  • Housekeeping Supervisor
    Is subordinate to the housekeeper in all questions and maintains close contact with the housekeeping staff
  • Maid / room boy (cleaner)
    They do their work under the direction of the housekeeper.
    • Your tasks are to prepare the rooms and other premises.
    • You can prepare around 20 rooms per person per day.
    • The housekeeper will give you the list of rooms to be tidied up and the room keys / room cards every day.
  • Wage servant (page or temporary worker ) on the floor
    • He helps the maids with the heavy work (changing linen, moving furniture, preparing an extra bed).
    • He also has the job of keeping the hallways, stairwells and staircases clean.
  • cleaning woman
    • they are responsible for keeping the rooms outside the guest rooms clean.
    • in some hotels they do the clean-up work in the restaurants and banqueting rooms.
  • Linen maker ( maker )
    Tasks: In larger houses, the laundry is washed and then given out by certain people
  • Closer / in
    Task: she sews the torn laundry.
  • Washer (Laundry Attendant)
    Responsibilities: responsible for all laundry in a hotel, cleaning guest laundry
  • Uniform issue and cleaning
    Tasks: In large hotels, uniform clothing is provided for the staff, which is usually managed by the laundry
  • Public Area Cleaner (responsible for all public areas in the house)
  • Florist / in
    Tasks: The furnishing of all areas with fresh flowers, from the hotel lobby to the rooms and the care of all plants

Technical department

For the maintenance of the infrastructure and the rooms, larger hotels have a technical department, which is led by a technical manager. His staff includes gas and water plumbers , electrical specialists , painters and varnishers , gardeners , joiners and upholsterers , as required . Since digital service and online communication with customers are also gaining in importance in the hotel industry, IT , web and e-commerce managers are now an integral part of many hotels.


Like any business enterprise, a hotel also needs an administration. In addition to management, bookkeeping, marketing and human resources, a hotel also has reservations , in which the reservation manager and reservation clerk work. An event office with a banquet sales manager , banquet sales area manager and banquet sales coordinator can be used as an additional area .


The reception is managed by the receptionist . Deputy receptionist, who are subordinate to him Night Manager , the Assistant Night Manager, the night porter , the reception-shift supervisor, receptionist, cashier , telephone operators , concierges , porters , elevator attendants , porters , car champion , waiter and bellboy .

Other areas


Training in Germany

The hospitality industry is one of the largest trainers in Germany with over 97,000 trainees. There are the following apprenticeships in the hotel industry:

Training in Germany usually lasts three years. The training includes working at reception, in housekeeping (guest rooms), in the hotel kitchen, magazine, hotel office (administration) and in the restaurant. Good foreign language skills, mathematical and economically efficient thinking, fun working with people and a high level of resilience are important prerequisites. The hotel office area is particularly in-depth for the hotel clerk.

With its dual training system for hotel and catering professions, Germany is an exception in an international comparison. Above all, three to four-year hotel management courses (Bachelor of Hospitality Management) that include around one year of internship are common abroad . There are no comparable classic in-company training courses. Hotel management courses are also offered in Germany by private universities ( International University Bad Honnef - Bonn , University of Applied Management ), state vocational academies or international hotel management schools abroad (especially in Switzerland). Heilbronn University is the only state university in Germany to offer the 7-semester bachelor's degree in Hotel and Restaurant Management.

Training in Austria

The range of training courses in tourism-intensive Austria is very extensive. It includes teaching professions, training at technical schools, higher education institutions, colleges and studies. Training in the dual system is structured like in Germany. The following apprenticeships are offered:

Business start-up

In principle, there is freedom of trade in Germany . For the hospitality industry, however, a business registration is only sufficient if no alcohol is served. Otherwise, the future restaurateur must apply for a license . In order to maintain this, the personal reliability, the professional suitability and the suitability of the operating rooms are checked. In addition, the restaurateur must observe the Catering Act , the Youth Protection Act and the Infection Protection Act .

working conditions

In the HoGa area, low pay and frequently changing working hours (shift work) or work at unusual times are common. In many places, seasonal work is common, combined with a temporary contract .

Collective bargaining parties are regional HoGa associations and the food-pleasure-restaurants union . Works councils are a rarity in privately run hotels.

In the hotel industry, an unevenly high workload is often expected, so that there is often only little leisure time. This high amount of work very often results from the unplannability in the hotel. For example, when the end of the day in the restaurant depends on when the last guests leave.

Catering supplies: display in the window of a Berlin specialist shop (2005)

The hospitality industry as an economic factor in Germany

In Germany, companies in the hospitality industry are organized in the German Hotel and Restaurant Association DEHOGA .

According to the Federal Statistical Office, in 2014 the hospitality industry in Germany comprised 220,745 companies, which in turn had 939,220 employees subject to social security contributions. The turnover of the entire hospitality industry in 2014 amounted to around 74.2 billion euros. In 2006, the hotel industry in Germany had a turnover of around 26 billion euros. There were a total of 44,506 accommodation providers. In March 2015, Germany’s hospitality companies had a nominal turnover of 2.4% more than in March 2014.

Further information about the hospitality industry (hotels, restaurants, canteens and caterers) is available from u. a. the hospitality statistics of the Federal Statistical Office ready.

Web links

Individual evidence

  1. When registering as a business (Section 339), the type of business in which the hotel and restaurant business is to be carried out must be specified.
  2. Hospitality industry - change of operating mode ( Memento of the original from April 7, 2014 in the Internet Archive ) Info: The archive link was automatically inserted and not yet checked. Please check the original and archive link according to the instructions and then remove this notice. . In the company service portal , → Ongoing operations → Commercial law proceedings → Hospitality  @1@ 2Template: Webachiv / IABot /
  3. Information sheet for the hospitality industry  ( page no longer available , search in web archivesInfo: The link was automatically marked as defective. Please check the link according to the instructions and then remove this notice. , Lower Austria Chamber of Commerce (pdf) @1@ 2Template: Toter Link /  
  4. Unlocking Hours and Locking Hours - Locking Hours Regulations in the Hospitality Industry ( Memento of the original from April 21, 2012 in the Internet Archive ) Info: The archive link was inserted automatically and has not yet been checked. Please check the original and archive link according to the instructions and then remove this notice. , Austrian Chamber of Commerce (link to the state blocking times / hour regulations)  @1@ 2Template: Webachiv / IABot /
  5. ^ Career bible : Hotel Atlantic: How it selects applicants , accessed on March 1, 2016
  6. Tourism training in Austria Private information page on tourism training in Austria, accessed on March 31, 2011
  7. ↑ Legal provisions in the hospitality industry , IHK Berlin
  8. DEHOGA: Facts and Figures ( Memento of the original dated February 7, 2009 in the Internet Archive ) Info: The archive link was inserted automatically and has not yet been checked. Please check the original and archive link according to the instructions and then remove this notice. , Retrieved August 17, 2008  @1@ 2Template: Webachiv / IABot /