dhivyaa hospitality
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TRANSCRIPT
To acquire knowledge, one must study. To acquire wisdom one must observe
• Submitted by : T.Dhivyaa• Batch : J 5• Faculty : Mr. Balaji Sundar
• It is the supreme art of the teacher to awaken joy in creative expression and knowledge. First I thank my the Almighty for giving me the peace of mind to do this assignment. I thank Ms ROSHINI NAIR who has given me the opportunity to join this institute. I also thank our hospitality faculty Mr. BALAJI SUNDAR for guiding me to do this assignment.
LEELA HOTEL
Hotel Leela Palace
• Hotel Leela Venture Ltd is an Indian hotel company, currently with four deluxe hotels, located in Mumbai, Bangalore, Kovalam and Goa.
• The company was founded by Captain C.P. Krishnan Nair. Capt. Nair served in the Indian National Army under Netaji Subhash Chandra Bose. He helped his father-in-law in the latter's garment export business. While visiting various countries, he realized the need for a luxury hotel chain in India that could measure up to international standards. He went ahead and launched the first hotel in Mumbai as Hotel Leela, in 1988. The group has then gone ahead to develop fine hotels across the other cities.
Cont
• It was in 1957 when Capt. Nair, after completing his stint in the army, set up a small industrial unit in suburban Mumbai. Inspired by the handloom weaving industry in Cannanore, Kerala, this was the Leela Scottish Lace Ltd., India’s first and only lace manufacturing plant.
• With a commitment to excellence and innovation, Leela Lace Ltd. grew from a small beginning to become the first company to introduce the “Bleeding Madras” fabric and other handlooms such as Cheese Cloth and gauze fabric to the fasion capitals of the west, specifically the USA. Their runaway success was reflected in the magic words “Guaranteed to bleed”, which became the key to the popularity of India’s textile export.
Cont • Forthcoming Awards. -
• The “Hotelier of the Century Award” by the International Hotel & Restaurant Association, January 18-20, 2010 in Belgrade, Serbia.
• The “Lifetime Achievement Award” by HVS, at the HICSA 2010 conference in Mumbai, April 7th-8th, 2010.• Giants International Award (Business & Industry) -
17 September 2009, Thursday: Capt. C. P. Krishnan Nair, Chairman, The Leela Palaces, Hotels & Resorts was conferred The GIANT INTERNATIONAL AWARD for Excellence in "Business and Industry". The award honours and recognizes his outstanding contribution to the industry. More...
• American Academy Of Hospitality Sciences (AAHS) - Capt. C. P. Krishnan Nair, Chairman, The Leela Palaces, Hotels & Resorts has been honoured by the American Academy of Hospitality Sciences (AAHS) for his contribution to environment. More...
• Indira Award of Excellence - The Leela Palaces, Hotels and Resorts was recently recognized and awarded the Employer of the year 2008-09 by Indira Group of Institutions. More...
• Business Week features Capt. C P Krishnan Nair as one of the Top 50 Septuagenarian Business Heads. - Business Week surveyed their global network of correspondents and came up with a list of folks age 75 to 100 that continue to run their companies or wield real influence. Capt. C. P. Krishnan Nair was named as one of the top 50 enterprising businessman in the world. More...
• Conde Nast Gold List 2008 - The Leela Palace Kempinski Bangalore in the Conde Nast Gold List 2008 for the 'Best Rooms' in the world
Mission of the hotel
• THE LEELA MISSION• Innovation - Excellence - Perfection• These are precisely the three pillars on which The Leela
Group has built its reputation.• They also represent the three faces of modern India.
World class technology, great tradition enriched over the centuries and the obsessive desire to be hospitable to global travelers.
• But beyond all this is the simple fact :We love people. It is this that has made The Leela what we are today and must inspire us in the years to come
Leela hotel in Bangalore
• Ensconced in 9 acres of tranquility that includes an azure lagoon, The Leela Palace Kempinski Bangalore mirrors the lushness of the Garden City. Harking back to the royal heritage of the Vijaynagar Dynasty, our luxury hotel in Bangalore earns it name by showcasing gold leaf domes, ornate ceiling and grand arches, making it one of the most admired Bangalore hotels.
• The Leela Palace Kempinski Bangalore effortlessly marries the traditional past of Bangalore with its technological present. Liberally sprinkled with both business essentials and creature comforts, it is conveniently close to both Bangalore’s business districts as well as its golfing greens
Cont
• The Leela Kempinski Mumbai and The Leela Kempinski Goa are two of the best hotels in India, and have also won considerable international acclaim. For this to have been achieved in 12 short years is nothing short of remarkable.
• In fact, The Leela Kempinski Mumbai has received many rewards for being the best 5 star deluxe hotel in India, and The Leela Kempinski Goa voted the best luxury beach resort in India.
• Recently in 2001 Capt. Nair fulfilled his longstanding dream of constructing a palace hotel in the garden city of Bangalore. The Leela Palace Kempinski Bangalore is built in art deco style recreating the grandeur of The Mysore Maharajas Palace. It is set amidst 8 acres of landscaped garden and waterfalls. It is a palace with the heart of a modern hotel. Its 254 rooms are opulently furnished and are befitting royalty.
Leela hotel in Mumbai
• Mumbai is the dynamic commercial capital of India with shimmering lights, towering skyscrapers and a cosmopolitan culture. Set amidst 11 acres of lush landscaped gardens, cascading waterfalls, lotus fountain, The Leela Kempinski Mumbai is a convenient 5 minutes drive from the Chatrapati Shivaji International Airport and 15 minutes drive from the domestic airport in one of the best Mumbai hotels.
• Located in close proximity to North Mumbai’s commercial center and export zone, The Leela Kempinski Mumbai is an oasis of tranquility amidst this bustling metropolis. It offers all the facilities the discerning traveller would expect from a 5 star luxury hotels in Mumbai with an experience of the essence of India
Cont • The Leela Kempinski Mumbai and The Leela Kempinski Goa are
two of the best hotels in India, and have also won considerable international acclaim. For this to have been achieved in 12 short years is nothing short of remarkable.
• In fact, The Leela Kempinski Mumbai has received many rewards for being the best 5 star deluxe hotel in India, and The Leela Kempinski Goa voted the best luxury beach resort in India.
• Recently in 2001 Capt. Nair fulfilled his longstanding dream of constructing a palace hotel in the garden city of Bangalore. The Leela Palace Kempinski Bangalore is built in art deco style recreating the grandeur of The Mysore Maharajas Palace. It is set amidst 8 acres of landscaped garden and waterfalls. It is a palace with the heart of a modern hotel. Its 254 rooms are opulently furnished and are befitting royalty
Leela Hotel in Goa
• The Leela Kempinski Goa, for one. Sprawled over 75 endless acres in idyllic South Goa, the property boasts a 12 hole, par 3 golf course for the aficionados. And if you prefer to unwind by not doing anything at all, you have the Mobor Beach pretty much to yourself. The bustling fishing village along the Sal River, to the south, offers a fascinating insight into how the lucky locals of Goa live.Being a luxury resort means that The Leela Kempinski Goa offers you a choice of 185 rooms, suites and villas, as well as from a host of dining options and leisure activities from one of the most desired Goa hotels. Add to this a state-of-the-art business centre and you have the perfect destination for a company conference too.
Cont
Located minutes away from Panaji, is a luxurious haven that is tucked away from the hub of city life. Enjoy your proximity with nature as you holiday by the sea and the river at the Leela Kempinski Goa. The quaint fishing village of Sal is your nearest neighbor.
Hotel Leela in Kovalam
• A short drive from Trivandrum (Thiruvananthapuram) International Airport unfolds one of the most inspiring of Kovalam hotels, The Leela Kempinski Kovalam Beach, Kerala. With 182 rooms and suites dotted over many verdant acres, Kerala’s largest beachside resort is cradled between two sweeping beaches. Perched on a rock-face, this resort offers the most panoramic views of the famed Kovalam shoreline
Cont
• Along with spoiling you with a host of impeccable dining and entertainment options, The Leela Kempinski Kovalam Beach, Kerala also has Divya, an authentic Ayurveda Wellness Spa. You could also choose to unwind in our splendid infinity pools that merge into the westerly horizon. All our beach-view guestrooms have their own private sundecks. And the Sea View wing, which houses The Club, is perfectly positioned on a seaside cliff
Leela Hotel in Gurgaon
• Strategically located in its NCR region are The Leela Kempinski Gurgaon, Delhi (NCR) and The Leela Residences Kempinski Gurgaon that bring the finest living for business travellers to India within a short drive of the capital. Offering 322 oversized rooms and suites and 90 service apartments respectively, these are the environs in which you will discover the perfect staying option, whatever the duration of your stay. You will also discover a unique 1 km. long luxury shopping mall, 2000 sq. mts. of convention and event space, a spacious spa and health centre, a business club, and a host of dining and entertainment options. Everything at The Leela Kempinski Gurgaon, Delhi (NCR) and The Leela Residences Kempinski Gurgaon combine to serve you a unique essence of the emerging new India. Come, soak it up at one of the most prestigious Gurgaon hotels
Cont
• A new kind of traveller is flocking to a shining new India, drawn by the emerging prominence on the global stage. As a result, New Delhi, India's capital, is playing host to travellers seeking enrichment in all its forms. And we have the perfect way of making your stay in India even more rewarding at our luxury hotel in Gurgaon.
Leela Hotel in Udaipur
• Udaipur, the Venice of the East, is integral to Rajasthan, a state with a rich cultural heritage of palaces, lakes, traditional arts and crafts, and distinctive architecture that are major attractions. Here, adorning the banks of Lake Pichola and standing witness to the historic City Palace, The Leela Palace Kempinski Udaipur captures all the romance and splendour of a royal era.The Leela Palace Kempinski Udaipur with its breathtaking view of the Aravali Mountains stands majestically on the banks of Lake Pichola. Evoking the grandeur and opulence of a bygone era, all 72 Rooms and 8 Suites overlook the tranquil waters of the lake.Heritage and Lake View Rooms are finely appointed with artifacts and furnishings representing the handicrafts of Rajasthan. The suites evoke a sense of architecture which includes the rich and natural detailing of traditional Indian palaces
Cont
• Whether arriving by one of the delightfully decorated boats or by luxury cars, The Leela Palace Kempinski Udaipur offers its guests the tranquil setting of exploring the rich heritage of its surroundings in style and comfort.
• The pool, overlooking Lake Pichola, the luxurious ESPA tented spa (Opening in December 2009), the gym fitted with the finest of equipment and personal trainers, are just some of the facilities on offer at this grand palace.
• For those looking to celebrate an event in grandeur, or an intimate meeting withinspirational surroundings, several meeting rooms, board room, business center and banquet halls are on offer.
• As one of the most popular Udaipur hotels, The Leela Palace Kempinski Udaipur is majestic in her appearance, and is the quintessence of luxury.
Upcoming hotel in Chennai
• The Leela will soon enter Chennai with the first ever beachfront Luxury Hotel.
Located in a quiet Residential part of Chennai, abutting the Bay of Bengal and in close proximity to the landmark Chettinad Palace at Santhome. Hotel to be developed on a 6.25-acre site that would also include a Software Park & which would face the Bay of Bengal & Arabian Sea.
The 15 storeyed high-rise hotel will have approximately 390 rooms suites. 36,000 sq.ft will be dedicated to extensive meeting and conference facilities. The architecture inspired by the royal, opulent Chettinad dynasty, will be offset by the grand expanse of the azure blue seas. Hold your breath as this grandeur of heritage reveals itself in the latter half of 2010
Upcoming hotel in New Delhi
• Set in three acres, The Leela Palace Kempinski New Delhi is strategically located on Vinay Marg, Africa Avenue.This 211 room trophy hotel is being designed by a great architect, Mr. John Gerondelis of Smallwoods, Reynolds, Stewart, Stewart and Associates to showcase a blend of classical historical Northern Indian places and Lutyen Delhi reflected in the colonnades and architectural features of landmark buildings like the Parliament.
• The hotel will have an array of speciality restaurants, lounges, library bar, state- of-the-art spa and banqueting facilities by 2010.
• Hyderabad 'the pearl city of India' is fast emerging as an IT and BPO centre. The Leela Palace Kempinski Hyderabad is being constructed on prime location of Banjara Hills.The 186 Room hotel is on its way to completion
Upcoming hotel in Hyderabad
• Just 3.5 kms away from the Koregaon airport and in close proximity to the Pune golf course, The Leela, Kempinski Pune is being designed as an urban resort with a laid-back feel.
Set in four acres, the architecture of this 11 storeyed high-rise building will reflect the grandeur of the Maratha reign. The IT park will be a 10 storeyed structure with architecture to match the Silicon Valleys of the World.
Taking luxury to the highest level of comfort the hotel will have an array of speciality restaurants and lounges, a state-of-the-art Spa of about 16,000 sq. ft. that will cater to both the growing social as well as meetings and conferences market. Under construction, this hotel is preparing itself towards perfection
Upcoming hotel in Pune
Hotel Hyatt
History of Hotel Hyatt
Hyatt was founded by Jay Pritzker in 1957 when he purchased the Hyatt House motel adjacent to the Los Angeles International Airport. Over the following decade, Jay Pritzker and his brother Donald Pritzker, working together with other Pritzker family business interests, grew the company into a North American management and hotel ownership company, which became a public company in 1962. In 1968, Hyatt International was formed and subsequently became a separate public company. Hyatt Corporation and Hyatt International Corporation were taken private by the Pritzker family business interests in 1979 and 1982, respectively. On December 31, 2004, substantially all of the hospitality assets owned by Pritzker family business interests, including Hyatt Corporation and Hyatt International Corporation, were consolidated under a single entity, now named Hyatt Hotels Corporation.
Some of the Hyatt hotels in the world
Cont
• Hyatt a global hospitality company with widely recognized, industry leading brands and a tradition of innovation developed over our more than fifty-year history. Our mission is to provide authentic hospitality by making a difference in the lives of the people we touch every day. We focus on this mission in pursuit of our goal of becoming the most preferred brand in each segment that we serve for our associates, guests, and owners. We support our mission and goal by adhering to a set of core values that characterizes our culture.
• We manage, franchise, own and develop Hyatt branded hotels, resorts and residential and vacation ownership properties around the world. As of September 30, 2009, our worldwide lodging portfolio consisted of 415 branded properties
Our Initiatives•
We believe that environmental stewardship is a responsibility that all of us share. By fostering a spirit of collaboration, innovation,and community focus, we engage and motivate our colleagues around the world with tools and programs that inspire action at thelocal level. Some of our initiatives to date include the following:
• Green Teams in every full-service Hyatt around the world. Made up of dedicated employees, these teams serve as Hyatt's localenvironmental ambassadors and their ideas are the source of many of our best practices.
• An enterprise-wide, web-based system to track carbon emissions, water and energy consumption, and waste for all full-serviceHyatt hotels.
• A global environmental training program. Interactive workshops provide employees with six hours of training that raisesawareness and provides practical tools to reduce waste, emissions, and resource consumption.
• Sustainable Design and Construction standards for our new and existing buildings.• A global communication hub to encourage collaboration and the sharing of sustainable
best practices in our hotels world-wide.• Hyatt Earth Guidelines and Best Practices designed for every department fulfill our
commitment to the guest experience whilereducing adverse environmental impact
Our Commitment•
We recognize that our global operations have an impact on the natural environment. Through our global sustainability program,Hyatt Earth, we have made a long-term commitment to reduce our environmental footprint through measurable and purposeful action focused on the following areas:
• Fostering a culture of environmental consciousness among our colleagues, business partners, and guests.
• Reducing our carbon emissions and conserving energy and water by diligently tracking usage in our full-service hotels.
• Minimizing waste by recycling, reducing consumption and by reusing resources to the greatest extent possible.
• Finding opportunities to reduce our environmental impact related to our global supply chain.
• Incorporating sustainable design elements into the development and construction of our hotels
Mission of the hotel• We are a global hospitality company with widely recognized, industry leading
brands and a tradition of innovation developed over our more than fifty-year history. Our mission is to provide authentic hospitality by making a difference in the lives of the people we touch every day. We focus on this mission in pursuit of our goal of becoming the most preferred brand in each segment that we serve for our associates, guests, and owners. We support our mission and goal by adhering to a set of core values that characterizes our culture.
• We manage, franchise, own and develop Hyatt branded hotels, resorts and residential and vacation ownership properties around the world. As of September 30, 2009, our worldwide lodging portfolio consisted of 415 branded properties.
• All Hyatt Hotels features a committed focus on a stimulating interiors and innovative exterior design and modern technology which integrates several unique and new applications of exclusive branding into its chain of hotels. These chain hotels offer several restaurants which offer a delicious cuisine. Hyatt’s luxury and deluxe brand of resorts and hotels are intimate across the world from Paris, Los Angeles to Toronto and Seoul. All Hyatt Hotels are offering the premium in technology, personal service, and guest facilities, dining.
HYATT HOTEL CHAIN IS DISTRIBUTED ALL OVER 43 COUNTRIES WORLDWIDE WITH THE NUMBER OF 215 HOTELS AND ALL OVER 90,000 ROOMS. THIS CHAIN IS OPERATING UNDER THE GRAND HYATT, PARK HYATT, HYATT REGENCY AND THE HYATT BRANDS. THE DEVELOPING CONSTITUENTS NEARBY BOOST THE TREATMENTS OVER 100 YEARS PROVIDE AN EXCLUSIVE SPA TREATMENT. AND EPICURE PROVINCIAL CUISINE NEVER FALLS SHORT TO STIR UP THE APPETITE. YOU WILL BE ABSORBED INTO THE SOUNDS, SIGHTS, IN THE CONTINENTAL UNITED STATES, CARIBBEAN, AND THE HAWAII, AT THE HYATT RESORTS. HYATT CHAINS OF HOTELS HAVE BECOME THE LEADING CHAIN OF OPERATION AND CREATION OF THESPIAN LUXURY HOTELS AND HAVE LODGED TO SUITE VISITORS ON AN EXCLUSIVE VARIETY OF PRICES AND OUTFITTED WITH FACILITIES TO CREATE EACH VISITORS TRIP AS CONVENIENT AS POSSIBLE.
Chain hotel• The Hyatt Group operates several chains of hotel. The Hyatt Regency brand is
the oldest brand in the Hyatt hotel chain, with the Grand Hyatt and Park Hyatt brands being introduced in 1980. Of these properties, some are styled as "Resort" properties, and may feature spas or other recreational facilities.
• Other brands include the Hyatt Place concept, designed as a limited service offering targeted to the business traveler. An extended stay chain, Summerfield Suites, was acquired by Hyatt in 2005, and features 20 locations in the United states. Hyatt also launched a new brand, Andaz, in April 2007. The first hotel to bear this brand is be The Great Eastern Hotel in London, with additional properties planned for New York and Austin, TX.
• In addition to hotels, the Hyatt Group also operates apartment properties. These properties, called the Hyatt Residency, are co-located with Grand or Park Hyatt properties. The group also offers retail home décor and furnishings through Hyatt at Home, an online store featuring luxury product
Hotel Le Meridian
• The hotel is 3 sprawling acres of absolute delight, the inviting regalia of the entrance lobby surges through each and every detail, form the rooms, suits, banquets halls, pools, restaurants, bars, lounges, spas, sonas, salons, shopping arcade and all other amenities which make your stay an experience to savor. The lobby, which houses two capsule lifts, wears an exuberant look with specially designed Spanish crystal chandeliers, special designer sofas and beautiful glassware flown in from Dubai.Total rooms & suites – 195 (Deluxe – 55, Executive suites - 8, Deluxe suites - 3, Le Royal Club rooms – 110 & Le Royal Club suites - 19)
Hotel Facilities
• 24 Hour Front Desk• Babysitting/Child Services• Barber Shop• Barber/Beauty Shop• Business Center• Car Rental Desk• Concierge Desk• Currency Exchange• Express Check In• Express Checkout• Florist
• Free Newspaper• Handicapped Rooms/Facilities• Laundry/Valet Services• Lounge• Meeting/Banquet Facilities• News Stand• Parking• Pool• Porters• Restaurant• Room Service• Safe Deposit Box• Tour Desk• Valet Parking• Golf
Room facilities• Air Conditioned• AM/FM Alarm Clock• CD Player• Coffee Maker in Room• Connecting Rooms• Cribs Available• Data port Available• FAX• Hairdryers Available• High speed internet
access• In Room Movies• International Direct Dial• Iron
• Ironing Board• Microwave• Mini Bar• No Smoking
Rooms/Facilities• Radio• Refrigerator• Safe• Satellite TV• Smoke Detectors• Turndown Service• TV• TV Remote Control• Wake-up Service
Hotel Taj Holiday Village
Facilities of the hotel
• Lytton Hotel offers a total of 80 elegantly designed and tastefully furnished rooms, ranging from Deluxe Suits, exclusive Executive Floors to the regular Deluxe Rooms. All the rooms are appointed with contemporary amenities like:
• Central Air-conditioning• Wall to Wall Carpet• Color Television with Satellite Channels• Refrigerator• Channel Music• Round-the-Clock Room Service• Private Balcony• Luxury Bath in Suites
• Other Facilities at Lytton Hotel, Kolkata
• Same day Laundry/Dry Cleaning
• Doctor on Call
• Power Back Up
• Safe Deposit
• Travel Desk
• Currency Exchange
• Car Parking
• RoomsLytton Hotel offers its visitors spacious and well-furnished rooms ranging from deluxe suites, executive floors and deluxe rooms. All the rooms are equipped with modern amenities such as air conditioning, in room safe, telephone, wireless internet access and cable TV.
• RestaurantThe onsite Gaylords Restaurant serves Indian, Tandoori and continental cuisines, while the Dynasty Restaurant offers Chinese and Thai dishes. Guests can relax at the Sun Set Bar with a variety of liquors, liqueurs and brews.
• GeneralLytton offers large and small banquet halls for catering to guests' meetings, conventions, dinners and corporate product launches. The hotel also provides business centre with fax, photocopying, internet facilities. Also available onsite is a tour desk, where the friendly staff will help you in providing all the information about the city and its attractions.
Hotel Grand President
Facilities
Room facilities
• Tea/Coffee Facilities
• Mini Bar
• Daily Housekeeping
• Turndown Service
• Direct Dial Phone
• Alarm Clock
• Safe Deposit Box
• Desk
• Cable/Satellite TV
• Pay Per View
• Toiletries
• Bathrobe/Slippers
• Iron/Ironing Board
• Air Conditioning
• Ceiling Fan
• Fridge
• GRAND SUITE INCLUSIONS :COMPLIMENTARY AIRPORT PICKUP COMPLIMENTARY BREAKFASTCOMPLIMENTARY ELECTRIC TEA/COFFEE MAKER IN ROOMCOMPLIMENTARY MINI BAR (NON -ALCOHOLIC - BEVERAGES)COMPLIMENTARY FRUIT BASKETCOMPLIMENTARY MINERAL WATER IN ROOMCOMPLIMENTARY ROOM KITCOMPLIMENTARY BED SIDE CHOCOLATES WITH EVENING SERVICE
• GRAND DELUXE INCLUSIONS :COMPLIMENTARY AIRPORT PICKUP.COMPLIMENTARY BREAKFASTCOMPLIMENTARY FRUIT BASKETCOMPLIMENTARY MINERAL WATER IN ROOMCOMPLIMENTARY ROOM KIT
• GRAND STANDARD INCLUSIONS :COMPLIMENTARY AIRPORT PICKUP.COMPLIMENTARY BREAKFASTCOMPLIMENTARY MINERAL WATER IN ROOM
Amenities •
Individual Refrigerator in each room. STD / ISD facilities in all the rooms. 24 hours Money Changer. 21'' LCD type Color television with satellite channels. In-house Dining Area serving multi cuisines. Breakfast buffet serving continental and Indian cuisines 24 hour room service Mini Bar 24 hours Laundry service 24 hours Electricity back-up Elevator Doctor on call CCTV security system. Free Parking Facility available. All major credit cards (except American Express) accepted
Guest cycle
• The guest cycle describes the activities that each guest passes by from the moment he/she calls to communicate a reservation inquiry till he/she departs from the hotel. In fact, the guest cycle encompasses 4 different stages, which are depicted in the underneath. Let us look at the guest cycle in this situation
• Diagram: Pre-Arrival Arrival Occupancy Departure
Pre Arrival• If there is any special requirement note it and check the
requirements.• Block the room which has been booked and make the house
keeping people ready to clean before the arrival of the group.• Inform the manager to give traditional welcome.• To inform the bar man to keep the welcome drink ready.• Prepare the welcome cards with room keys.• Checking the facilities in the room.• Inform the bell boy to be ready.• Check any messages for the group.• Pre- register the group.
On Arrival
• Welcoming the group by traditional manner.• Serving the welcome drink.• Checking the baggage count from the bell boy and ask the
leader to cross check.• Hand over the rooming list to bell boy.• Present the pre- registered GRC to the leader for his signature.• Mention the number of baggage in the GRC.• F & B manager introduced the group.• Wish a pleasant wish.
Post Arrival
• Ensure the luggage is sent to the room.• Make the entry in the arrival register.• Update the room rack.• Note the wake call time in wake call register.• Update room position.• Make the entry of the group in alphabetic order.• Make a list of the group and sent it to all departments.• Attach duplicate voucher and rooming list with the bill
Occupancy At the occupancy stage, the front office department shall
coordinate guest services in a timely and accurate manner. Moreover, front office clerks should encourage repeat guests by paying a great attention to guest complaints. This is ensured by placing complaint and/or suggestion cards in every public place and revenue centers in the hotel. Moreover, the hotel shall, at least on a daily basis, collect comment cards, proceed with their analysis, and provide positive feedback to guest as soon as possible.
In addition, shall design effective procedures in order to protect the funds and valuables of guests. This might be ensured through guest key control, property surveillance, safe deposit boxes, and well designed emergency panels and exits…
Cont Another activity at occupancy is to process posting of
guest charges to various guest folios, master Folios… While doing so, front office clerks shall continuously check for deviations from the house limit, and take corrective measures as to change the status of the guest to Paid-in-advance. Finally, front office clerks shall periodically review Account Balances in coordination with the night auditor.
Departure • At pre-arranged time the group members should arrange their
packed luggage and gather in the lobby.• The bell boy should check the stacks and bring it down.• The room is checked for any damages or missing property.• The group leader check and sign the master folio.• It is made sure that the keys are kept in the reception.• Any incidental expense of the group is collected.• The room status is updated.
Cont
If at departure, the guest account is not fully settled, then late charges accumulate. In such an undesired case, the responsibility of collection lies within the accounting department, however the front office department shall provide all necessary types of information to make this collection easier, quicker, and feasible.
RESERVATION
Guest Name
Language
John Brittney
Title MR
9626944004Phone
Country India
Address 37 West coast street
English
Raja Nagar
City Mumbai
Postal code 639483
country India
State Maharashtra
Source Individual
Arrivals 21/1/2010 Friday
Street
Night 1
Departure 22/1/2010
Adult 1
Rooms 1
Rate code RACK
Rate 90
Fixed Rate
Room Type STW
Block
Sunday
Room
Reservation Type
C/Time 12.00
Market RACK
Source Individual
Booked By Joshni
By Telephone
Payment Cash
CC.No
EX. Date
Package Red Wine
Special Champagne
Discount
APP. Code
Reason
12.00C/O Time
Amount
Flight
Made By Supervisor
Conf Conf
Abort
comments
OKOption
Confirmation is successful
Conf . No 236
Why is the housekeeping department considered to be the back bone of a hotel?
• Housekeeping is the department that deals essentially with cleanliness and all ancillary service attached to that.
• The standard plays an important role in the reputation of the hotels. One feels comfortable only in the environment which is clean and well ordered, so cleanliness is important for health foremost also for well being.
• Accommodation in hotels tend to be the largest part of the hotel, it is the most revenue generating department, the housekeeping department takes care of all rooms is often largest department in hotels.
• The rooms in hotels are offered as accommodation to travelers/ guest as individual units of bedroom. Some interconnected rooms are also made which will be helpful to the guest and families. Many hotels offer suits to the guest.
• Hotel offer laundry, dry leaning facilities for guest clothes, shoe polishing facilities also.
• Hotel aims to make environment comfortable and offer specialized service to the guest.
• As one of the most integral department with in the hotel, the house keeping department is responsible for the immaculate care and upkeep of all guest rooms and public places.
• Housekeeping is the back bone of the hotel industry as it is responsible for cleanliness , maintenance and aesthetic appeal of the industry.
• Housekeeping takes more man power to accomplish countless functions that it does for the other departments in the lodging industry.
• It is the major department which accounts for the revenue of the hotel.
Essential supplies from housekeeping department
• Carpet• Matters• Matters protector• Bed sheet• Under sheet• Blanket• Pillow• Pillow protector• Pillow covers• Bed spread
• Small table• Yellow page• Hotel directory• Phone• Notepad, pencil (down
shelf)• Holy script• T.V• Dressing table
• Shelf• Comb kit• First aid kit• Stitch kit• Tepee • Glass with jug of water• Magazines• Writing desk• Lamp• Stationary kit
• Flower pot• Dust bin• Wardrobe• Hangers• Landry bag• Laundry slip• Shoe shin kit• Slippers kit• Vany bag• Extra bed spread
cover, sheet, pillow cover, blanket.
• Safety locker• A/c• Fan• Lightings• Window curtains• Sheer curtains• Sofa set• Wall hangers• Mini bar• Tea/coffee maker• Tray with sugar cache
• Bath tub• Safety handle• Hand shower mixture• Wash basin with table
top• Try • Moisturizer• Shampoo• Hand wash soap – 2 • Bubble bath• Dental kit
• Shaving kit• Extra role• Facial tissue• Sani bag• Dust bin• Dental mirror• Plugging socket• Hair drier• Shower cap• Gargle glass-2• Towel stand
• Houck• Bottle opener• Shower curtains• Shower with mixture• Closet• Safety bidet• Cloth line• String• Telephone near• Magazine stander
• Once you are a member of my Fidelio.net your hotel will be seen by potential bookers around the world 24 hours a day
Ans: Guest • You can offer negotiated rites that one only visible to your
corporate customer – your normal public rate will be available to everyone automatically.
Ans: organisation & Guest• Save money when a reservation is made on the internet
the guest make reservation themselves and you avoid an additional travel agent commission.
Ans:organisation
• My fidelio .net offers connectivity to all global distribution systems (GOS) with a private lable service if required.
Ans: organisation• Reservation can be delivered by fax, email and an interface is also
provided so that the reservation detail sent from my fidelio.net do not have to be entered manually.
Ans: staff• The 2-way interface will be able to update what rates and rooms
you want available in my fidelio.net automatically from front officeAns: organisation, staff and guest
Role Play…
My Role Play states that :
a. Do a booking for a wedding party who require 50 rooms for 3 nights, what are the finer details I will look into
b. Guest is dining at the restaurant and out of no where a rat runs over her feet and she sees it, she gets up from the table and is very annoyed, speaks to the duty manager, the guest is doubting if the hotel is clean as per standard norms.
Answer to a.I will first enquire for the type of rooms that the guest
wants for the wedding party.I will also see if the banquet hall is not occupied on the
day of the wedding.As it is a big group I will accommodate them in the given
rooms.If they are not satisfied, then I will provide some
discounts to the entire group.
Self development and effective communication
• In our personality development assignment, we had been given a task to visit any community service place. On the base we had organized a small program in a orphanage located in NGO colony Coimbatore. It was a good experience that I have ever had in my life. There I saw many types of personalities. Looking at these personalities, it gave a motivation and from then my life started changed a lot. It taught me what ever happened in life we should not loose our hope. This project has motivated me to associate with many people. I personally feel that this project will definitely related to my job. I have learnt to work in a team, cooperate with team members and treat every one equally.
ADVANTAGES : - Hospitality industry comprising of hotel and catering industries is the fastest
growing industry in the world. It is a key component of the travel industry and is one of the major employers.
In the Indian context too the sector has witnessed booming growth in the past decade or two especially after the opening of the economy.
Increase in foreign tourist arrivals, MNC’s foraying into India, demand - supply mismatch getting closer, rise in Occupancy rates and strong recovery of the Indian economy.
Employment opportunities - The industry is still evolving in our country and has a huge employment potential. In fact, supply of trained manpower in this sector is far below the demand.
Paid more for extra work. Increase in the market share: India's share in international tourism and hospitality
market is expected to increase over the long-term. New budget and star hotels are being established. Moreover, foreign hospitality
players are heading towards Indian markets
ADVANTAGES & DISADVANTAGES OF HOSPITALITY INDUSTRY
With the advantages come the disadvantages too!!
For Employees - Long and Odd Hours - Many hotels are around-the-clock, 24-hour operations and staffs are required to work varied shifts and extended hours.
Shortage of skilled employees - The hospitality industry has failed to retain good professionals. Due to competition in hotel employee tends to change their jobs to find superior one.
Shortage of rooms - The hotel industry is facing heavy shortage of rooms.
Customer expectations - As India is emerging as a destination on the global travel map, expectations of customers are rising. The companies have to focus on customer loyalty and repeat purchases. Prices of each product will rise.
The factors that will account for the further growth of tourism will include the following:
Change in standards of living• More disposable income • Better education• Long leisure time• Aging population
Owing to growth of tourism sector, infrastructure will improve, competition will increase, new products will come into markets and better services will be provided. Due to the rapid growth in tourism, the hotel industry is also booming. Many international players like Le Meridien and Accor are heading towards Indian markets to expand their business. With government's full support in developing infrastructure, increase in demand, open sky policies and increased competition, the hospitality industry is getting consolidated and has many more opportunities to grow further.
BIBLIOGRAPHY
• www.google.com
• www.yahoo.com
• www.hotel-online.com
• Hospitality module
