aCKNoWlEDGEMENtTo day I am so glad to be aFrankfinn student. My sincerethanks to Frankfinn and myhospitality facultyKAUSHIK MANDAL.And also I thanks to my family.I promise that I will sincerely domy class, and I also promise thatI will be a well behave studentForever.
hospitalitylo 1- EXploRE thE GRoWth oF thE hotEl iNDUstRy
CoNtENtsintroduction of hospitality.Marco polo group of hotels.The ashok group of hotels.Facilities & service offered by different category of hotel.Bibliography.
iNtRoDUCtioN oF hospitality iNDUstRyHospitality is the relationship between guest and host or the act or practice of beinghospitable. Specifically this includes the reception and entertainment of guests,visitors or strangers, resorts, membership clubs, conventions, attractions, specialevents and other services of travelers and tourists.The hospitality industry is a part of large enterprise known as travel and tourismindustry. The travel and tourism is a vast group of business with one goal in commonproviding necessary and desired products and service to customers and travelers.
MaRCo polo GRoUp oF hotElsIntroduction :Marco polo hotel group operates hotels in the pacific region. It offers rooms andsuites, meeting and event facilities, restaurants and other facilities. The company wasfound 1986 and is based in Harbour city, Hong Kong with additional locations inBeijing and xiamen in china, Ho chi mih city, Vietnam and Cebu and Davao inPhilippines. Marco polo hotel group is a subsidiary of WHARF HOLIDAYS LTD.
MaRCo polo GRoUp oF hotElsHistory:Marco polo hotel is a wholly owned subsidiary of the WHARF HOLIDINGS LTD. Thewharf group was established in 1886 and since then has grown on strong recurrentearnings and value creation opportunities coming from its initial flagship properties ofHarbour city and Times square.These two core properties represent more then half of the groups total assets, thegroup has a diversified assets portfolio consisting of major investment in CME(communication, media and entertainment) under the brand names of i-cable andwharf T and T and in logistics under the modern terminals brand. The development ofthese core brands will drive the groups future investment in Hong Kong and china.
MaRCo polo GRoUp oF hotElsMarco polo properties:Hong Kong :1// Gate way.2// Marco polo Hong Kong hotel.3// prince. china: 1// Marco polo park side, Beijing. 2// Marco polo Wuhan. 3// Marco polo Xiamen. 4// Marco polo Shenzhen. 5// Marco polo Jinjiang.Philippines:1// Marco polo Davao.2// Marco polo plaza, cebu.
MaRCo polo pRopERtiEs piCtUREMARCO POLO HONG KONG HOTEL
MaRCo polo pRopERtiEs piCtUREMARCO POLO PARK SIDE
MaRCo polo GRoUp oF hotElsAward:1// Marco polo Park side, Beijing won the prestigious Golden Pillow Award. Marco polo Park side recently awarded the Golden Pillow Award for “ china’s best city business conference hotel of 2010”.2// Marco polo Shenzhen receives 5 star hotel award. Marco polo Shenzhen has been awarded the much coveted 5 star accreditation by the china tourist hotel star rating committee.3// Marco polo Xiamen awarded the best business hotel for the fifth times. Marco polo Xiamen is once again awarded the best business hotel in Xiamen for the fifth consecutive years by Business Traveler Magazine.4// Marco polo Wuhan was awarded the Golden Pillow Award for the “Best New Opening Business hotel in central China for 2009”. …… ..and many more.
MaRCo polo GRoUp oF hotElsFuture plan:Marco polo group will open new hotel in cebu Philippines.Marco polo has won a bid to by land in Shanghai for 4.8 billion, the company said thatproperty will use for developing the hospitality industry through Marco polo group ofhotels.By 2012 Marco polo group will start 5 star hotel in chain, they are try to spread therenetwork in the whole world.
ashoK GRoUp oF hotElsIntroduction:The ITDC Ashok Group of Hotels has been one of the pioneers of the Indian hotelindustry. Having successfully served both international and domestic guests foraround four decades, the ITDC Ashok Group of Hotels now owns 33 hotels in 26destinations across India that have been classified as elite, classic, comfort hotels onthe basis of the services offered by them. The ITDC group of hotels has always believed in theimportance of preserving one’s tradition heritage, therefore all its hotels across Indiahave conformed to the principle of combining tradition with modernity. Infect everyhotel belonging to the ITDC group is a classic mix of traditional Indian hospitality andmodern amenities.
ashoK GRoUp oF hotElsHistory:Maharana Bhupal Sing built Laxmi palace in Udaipur in the year 1911. The palace wasthe official residence of the British political agent, Mr. Winn Gete. Later as the agentshifted the palace was renovated as a royal guest house and is currently maintainedby the Ashok Group of Hotels.In 1962 it was taken by the government, and is currently maintained by the AshokGroup of Hotels as a heritage hotel.ITDC came into existence in October 1966 and has been the prime mover in theprogressive development, promotion and expansion of tourism in the country, Thecorporation is running Ashok Group of Hotels.
ashoK GRoUp oF hotElsAshok properties: the ashok elite hotels:New Delhi -- Ashok Hotel.New Delhi – Samrat Hotel.Maysore – Lalith Mahal Palace Hotel. the ashoke classic hotels: Bharatpur – Bharatpur Forest Lodge. Bhuneshwar – Kalinga Ashok. Jaipur – Jaipur Ashok. Jammu – Jammu Ashok. New delhi – Hotel Janpath. Patna – Patliputra Ashok. the ashok comfort hotels:Bhopal – Lake View Ashok.Guwahati – Brahmaputra Ashok.Itanagar – Donyi Polo Ashok.Pondicherry – Pondicherry Ashok.Puri – Nilachal Ashok.Ranchi – Ranchi Ashok.
ashoK GRoUp oF hotEls pRopERtiEs piCtURESAMRAT HOTEL
ashoK GRoUp oF hotEls pRopERtiEs piCtUREBHARATPUR FOREST LODGE
ashoK GRoUp oF hotEls pRopERtiEs piCtUREJAIPUR ASHOK
ashoK GRoUp oF hotEls pRopERtiEs piCtUREASHOK HOTEL
ashoK GRoUp oF hotEls pRopERtiEs piCtURELAKE VIEW ASHOK
ashoK GRoUp oF hotElsAward:1// Industrial excellence Award 1992 for outstanding contribution and achievement inthe travel and tourism industry.2// Man of The Year Award 1994 for contribution to tourism development in thecountry by the industrial exhibition committee.3// Life Time Achievement Award 2005 by hospitality India.4// Golden Peacock Award for good corporate governance.5// Ethics is God Business Award by TTG Asia for consecutive years.
ashoK GRoUp oF hotElsFuture plan:ITDC Ashok Group offers unique consultancy service to develop camping tourism andadventure tourism. The corporation has already run successfully tourist camps atNarwar, Jaisalmer, Bir, Div, Andamans and Coorg.ITDC can also offer group marketing services through its network of Ashok reservationand marketing service (ARMS) all over India.Preparation of cost-benefit analysis and budgetary support.Operation of hotels, business centers, convention halls, banqueting etc.Preparation of master plans for development of tourism.
Facilities & service offered by different category of hotelFacilities &service Budget Semi-luxury LuxurySpa no no YesA.C. room Yes (optional) yes YesConference room no optional Yeslaundry no Yes YesHealth club No yes YesSafe deposited Yes Yes Yes24 hr room service No yes YesCity map’s no No YesCar parking Yes yes YesMeeting room no Yes yes
Facilities & service offered by different category of hotelFacilities &service Budget Semi-luxury Luxuryrent a car no no Yesdoctor on call no Yes YesWell come drink no Yes YesTV programmers no Yes YesSwimming pool No No Yesgym no optional Yeslift service No Optional YesValet parking no Optional Yesbar no Optional Yesinternet no on request yes
GUEst CyClEGuest cycle is a sequence of events which starts with the pre-arrival of aguest moves on to the arrival then further moves to a staying stage andfinally ends with the departure stage, where in the guest would decidedwhether he/she would come back to the hotel as a repeat customer and doapart of the sales activity by the publicized of the hotel at the end of theday. Pre arrival Departure Arrival Staying stage
GUEst CyClEPre arrival stage:RESERVATION.TELEPHONE AND ELECTRONIC MOBILE.SALES AND MARKETING.FOOD AND BEVARAGE. Arrival stage: BELL DESK CONCEIRGE /VALET TRAVEL DESK RECEPTION INFORMATION HOUSE KEEPING BILLING AND CASH SALES AND PRO FOOD AND BEVERAGE SERVICE.Staying stageHOUSEKEEPINGFOOD AND BEVARAGE SERVICESSECURITYMAINTAINANCEGUEST GRE & PROBELL DESKINFORMATIONRECEPTIONTELEPHONEBILLING CASHTRAVEL Departure BILLS AND CASH RECEPTION BELL DESK CONCEIRGE/VALET HOUSEKEEPING FOOD & BEVERAGE SERVICE
FUNCtioNsPre arrival stage: ENQUIRY BOOKING RESERVATION CONVERSATION SALES & MARKETING BUILDING REPORT CONFIRMATION Arrival stage: RECIVING CHECKING ALLOCATION OF ROOMS REGISTRATION INFORMATION DISCLOSURE ENQUIRING PAYEMENTS
FUNCtioNsStaying stage: USE OF FACILITIES AND SERVICES ELECTRONIC POINT OF SALES. GUEST COMPLAIN MESSAGE AND MAIL HANDLING HOUSEKEEPING SERVICES RESOLVING CONFLICTS GIVING VALUE FOR MONEY Departure: BAGGAGE HANDLING SETTING BILLS SALES AND MARKETING PASSING INFORMATION
hoUsE KEEpiNGHOUSEKEEPING CAN BE DEFINED AS A PROVISION FOR A CLEAN,COMFORTABLE AND AESTHATIC UPKEEP OF THE HOTEL.IN AN AGE WHENMORE AND MORE PEOPLE TRAVEL AWAY FROM HOME,BOTH FORBUSSNIESS AND PLEASURE AND IF WE HAVE TO MAINTAIN A FAVOURABLEPOSITION IN BUSSINESS ,WHICH HAS BECAME EXTISIVLEY CPMPETITIVE,WEHAVE TO STRIVE HARD TO IMPROVE OUR QUALITY OF SERVICESMAINTAINENE AND ACCOMDATION.THE HOUSEKEEPING DEPARTMENT INRESPONSIABLE FOR PROVIDING A CLEAN HYGENIC AN PLEASURABLE STAYTO THE GUEST.IT IS RESPONSIABLE FOR THE CLEANING OF BOTH HEPUBLIC AND BACK AREA OF THE HOTEL. HOUSEKEEPING IS THE BACKBONE OF A HOTEL….
hoUsE KEEpiNGTHE FUNCTIONS AND RESPONSIBILTIES OF HOUEKEEPINGCLEANLINESS-In the competitive hotel market it is very important to keep the hotel crystal clean to create a good impression on guest’s mind. It is Totally depends on House keeping. They do all the works of cleanliness.Maintenance-It is also done by house keeping department ,they maintain the beautiful decoration of the entire hotel.Privacy, safety & security-HK is directly related with the guests. They do all the works of an occupied room even in the absent of the guest. So HK is responsible for privacy, safety &security of a guest.
sUB DEpaRtMENts oF hoUsE KEEpiNGLaundry service-It is a huge department of a hotel & it is controlledby House keeping. All the linen, uniforms & the clothes are washedhere. There are engineers for the technical works but the main worksof it are controlled by HK.Linen- There are a huge number of linen used in a hotel. And all thelinens are provided by the HK. They also maintains it. Generallythere is two kinds of linen- 1)Room Linen & 2) F&B linen. Inventory&Discarding of linen are also done by House Keeping.Uniform – The HK provides the uniforms of the all employees of ahotel. He decides how many he requires for whom. HK also providesshoes, name plate, etc.Lost & Found Service-If any thing of the guest is lost, HK isresponsible for it. Find out the item is the responsibility of HK. HKpeople can not touch any thing of a guest from a room.
sUB DEpaRtMENts oF hoUsE KEEpiNGTheme Decoration- During any festival or occasions the HKDepartment decorates the entire hotels on that particular theme. Thearrangements of the decoration are done & decided by HouseKeeping.Horticulture- Every hotel has it’s own garden. All the flower arrangementsare done by the HK & from the garden. They also maintain the Lobby area,Fountains etc.Amenity Supplied-All the basic amenities like Soap, shampoo, conditioneretc & special amenities like baby cot, iron, hard board, extra bed etc areprovided by Hose Keeping.Pest Control-Pest control department is under the house keeping. It isresponsible to keep the hotel insects free. Generally they are in contractbasis.Other Services- Other services like baby sitting , Shoe shine kits Are alsoprovided by House Keeping.
hoUsEKEEpiNG DEpaRtMENt that GENERatE REVENUE aRE FLOURIST LAUNDRY TAILORING (IT MAY GENERATE REVNUE OCCASSIONALLY)
hoW sUB DiVisioN liKE laUNDRy, hoist shop hElps to EaRN MoNEy iN thE hotEl iNDUstRy?LAUNDRY: Laundry service in a hotel plays a major role to earn more revenue; it is the crucial part of housekeeping. In the hotel housekeepers use laundry chute to get the dirty from the upstairs dowry to the laundry area. The sorting and washing operation involves the following: Sorting laundry. Loading bins which weight 27 kg of dry laundry and 55 kg when wet. Transporting (pushing/pulling) blins to dryer (towers only). Loading dryer with towels. Unloading towels from the dryer. In one eight hour shift, 20 bins of laundry are processed by two workers. The dry laundry is handled four bins…..27 kg*4 handlings*200 bins = 2,200 kg, the wet laundry is handling distributed evenly, so each worker handle approximately2,200 kg of laundry every day. The handling of laundry requires the use of considerable force: drying & folding……
laUNDRy Pulling the laundry from pile under the chute Loading laundry into the washer Pulling wet laundry from the washer Feeding the rolling dryer with small pieces of laundry Retrieving small pieces of laundry from the dryer Retrieving large pieces of laundry from the dryer Folding towels Reaching the laundry in the bin Unfolding and stretching the laundry Spreading the laundry on rollers Reaching for bed sheets in the bin Unfolding bed sheets spreading the bed sheets Spreading bed sheets on the roll
laUNDRy Retrieving pieces of laundry Reaching forehand to pick up the laundry Folding laundry Bending and reaching for the bed sheets Folding the bed sheets Pulling the bed sheetsFolding towels : towels diced in drum type dries and placed in a bin Reaching in to bin Grasping towels Folding the towels Pilling the towels Sorting the towels Drying the towels
CoNtRol DEsKA large display board provides the following information to the housekeeping staff.1/ room number of group in the hotel.2/ room number of crew in the hotel.3/ VIP in house.4/ weekly cleaning schedule.5/ night cleaning schedule.6/ daily roaster of supervisions and stuff .7/ any other significant information.
FRoNt oFFiCEReceive departure room numbers or from front office and transmits them toappropriate floor supervisor inform the desk attendant once rooms are cleaned andready for sale. The desk attendant accordingly informs the front office receptionist.This coordination is extremely valid.Inform housekeeping floor stop about VIPs in the house. The front office alerts thecontrol desk of such arrivals. Room’s attendants take extra care in the following. 1/ cleaning the VIPs rooms. 2/ equipping the rooms with attendant amenities as per the policy ofmanagement such as bathroom extra soap, hanger, glass etc. the VIPs can get asupervisor verity set and also the flower arrangement.Inform floor staff of group expected and the arrival and the groups in the house.Groups arrive and depart together which means that rooms and cleaned at the sametime and within strict time parameters some bines the arrival of a group in a busy hotelcould ever lap with the departure of the another. Since cheek in and cheek out binesare the same house keeping staff are under pressure to prepare the vacateddeparture rooms speedily to allocate volume rooms to a group.
DiFFERENt aMENitiEs sUppliED FoR DiFFERENt GUEstsVIP I Heads of state, Ministers, High Full bar- 3 miniature bottles of hard drinks, 2 ranking government delegates, cans of beer, 2 bottles of mineral water, 2 National and International bottles of soda,1 bottle each of cola, orange dignitaries, etc. and lemonade, 1 bottle of tonic water. Large flower arrangement, Large fruit basket, Chocolates, Bathrobe, Slippers, and other personal amenities.VIP II Companies identified as giving high Practical bar- 2 bottles of beer, 2 bottles of volume business, Top film mineral water, 2-2 bottles each of cola orange personalities, Other well known and lemon drink, 2 bottles of soda, 1 bottle personalities from the world, Foreign tonic water. Medium flower arrangement, visitors and gests of VIP I Medium Sized fruit basket, Chocolates, Bathrobe, Slippers, and Special Compliments.VIP III Decision makers and influential Mineral water, Small Flower Arrangement, trade VIP’s, Persons from airlines, Small fruit basket, Bathrobe, and Slippers. Travel agents, Hotels, etc.VIP IV Certain groups, HWC (handle with Mineral water, Bud vase, Small fruit basket, care) guests, Repeat guests, etc. Cookies.
GUEst RooM sUppliEs aND aMENitiEs ChaRtGuestroom Supplies and Amenities Guestroom Guestroom Bathroom Bathroom Supplies Amenities Supplies Amenities Pillows Stationery Wash cloths Facial soap Pillow cases Postcards Hand towels Bath soap or shower Sheets Pens Bath towels Gel Blankets Laundry bags Bath mats Shampoo Water pitcher Utility bags Liners Moisturizer Clock Packets of coffee or Toilet tissue Shower cap Radio tea, sugar & powdered Facial tissue Shoe mitt or shoeshine creamer, stir sticks kit Glasses Sanitary bags chocolate or mints Shoe horn Plastic drinking cups provided with Waste baskets Coffee or tea maker turndown service Toilet seat band Sewing kit Trays Hair dryer Bubble bath Ice buckets Makeup mirror Hair conditioner Hangers Bathrobe Cologne or after shave Ashtrays Scale Razor Waste basket Disposable slippers Amenities container Telephone directories Bibles Do not disturb sing Fire safety Table tent cards Television program guide Stationery folders
RolE oF hoUsEKEEpiNG iN VaRioUs staGE oF GUEst CyClEPre-arrival:It is the time when housekeeping department make the room ready for sale & they putsome flower bouquet, fruit basket in the room. They give information to the reservationthat these rooms are ready for sale.Arrival:After arrival housekeeping department go to the guest & ask help if they need. Theyask about the room.Staying stage:It is the most crucial part for housekeeping department. Morning service like cleaning,changing linen putting fresh flower & some fresh fruit, evening service provide to thecustomer.Departure stage:At the departure stage housekeeping checking the room & making ready the room forsell. At this time he can clean the back area & outside periphery that doesnt cleanduring the guests staying stage.