ACKNOWLEDGEMENT Firstly I would like to thank myparents for their support to join this course .Iwould also thank my brain which worked for mefrom day and night. I would also thank my familymembers who have helped me allot during thetasks ,I also thank my friends and roommatesfor their complete hand support. Finally I would give my sincere thank to Mr. DHYAN COELHO for his complete guidance and instructions through out this assignments.
INTRODUCTION The hospitality industry is a part of largerenterprise known as travel and tourism industry.The travel and tourism is a vast group of businesswith one goal in common providing necessary anddesired products and services to customers andtravelers. Accommodation facilities constitute a vital andfundamental part of tourism supply. Among theimportant inputs, which flow into the tourismsystem, is tourism accommodation forming a vitalcomponent of tourism superstructure.
NATIONAL GROUP INTERNATIONAL GROUPTHE HOTEL GROUP
THE NATIONAL GROUP K RAHEJA’S THE CARLTON KODAIKANAL
THECARLTONKODAI KANAL“A K RAHEJA HOSPITALITYGROUP”
"WE DISCOVERED PARADISE. IT WAS AT A LONE 5 STAR HOTEL,BESIDE A LAKE, ON A MOST BEAUTIFUL VIRGIN HILL STATION.“ The Carlton is the only 5-star Hotel on this beautiful Hill station, Kodaikanal located on the lip of the lake, „Out of this world‟ will perhaps describe this breathtaking hill station nestled 7200 ft above sea level. How do you find words to capture the romantic canvas of lush green landscapes, cascading waterfalls, caressing clouds and the uplifting mist? The Carlton stands majestically at the edge of the idyllic Kodai Lake with its colonial charm, stately rooms and pristine terrace gardens overlooking the scenic lake, In – house activities, particularly the leisurely boating on the authentic Kashmiri Shikara, were thrilling. And over twenty scenic spots in Kodai spurred our wanderlust.
THE BOATING FACILITIES THE CARLTON BOAT CLUB The Carltons own private "Boat Jetty" offers total privacy and exclusiveness with its own, well maintained convoy of Kashmiri Shikaras, Paddle Boats and Row Boats. The Royal Shikara ride is ideal for a couple to enjoy an exquisite experience of serenity, intimacy and romance. The Row Boats are ideal for you and your loved ones to learn rowing. While the Paddle Boats allow the family to enjoy the star shaped lake together.
RECREATION FACILITIES PROVIDED OUTSIDETHE CARLTON OUTSIDE CARLTON Jogging/Walking Begin the day with walking or jogging around the lake in the morning. Its 41/2 kms long circumference can be covered in 45 minutes. GOLFING An 18 holes Golf Course of the Kodaikanal Golf Club is yet another jewel in the hill stations crown. Golfers carrying their handicap cards can play, against payment of Green Fee and Caddie Fee. However, prior permission from the Golf Club is necessary. CYCLING Bicycles are available at the Hotel at no charge at all! A bicycle ride around the beautiful lake can be very refreshing besides being a family outing of a different kind. TREKKING Guests could enjoy trekking with experienced trekking guides. Packed snacks/lunch can be carried with them for longer trekking routes. HORSE RIDDING The Carlton can also help you set-up a close meeting with nature. Both adults and children could go for horse rides.
HEALTH & BEAUTYSHOPPING , PLACES OF WORSHIP Shopping Spencers (Food World) General Stores: (5 mins walk from The Carlton) "Danish Display" a handicraft and gift shop Cottage Crafts Handmade and Embroidered Linen: (5 mins walk from The Carlton) St. Johns Convent: (Known as Belgium Convent) Superior quality hand embroidered linen (1 km from The Carlton). Bamboo Furniture: (2 kms from The Carlton). Places of Worship Catholic Churches: Presentation Convent Church (English Mass 2km). Protestant Church: St. Peters Church (English Service - 10 minutes walk). Temples: Kurunji Andavar Temple (2 kms). Mariamman Temple (1 km)Mosques : Mosques at Bliss Villa (10 mins walk and Mosques at Moonjikal (1 km). (to maintain uniformity - remove the words "from The Carlton).
K RAHEJA HOPITALITY GROUP K Raheja hospitality offers finest hotels in India with a warm hospitality and comfortable accommodation at Mumbai and Kodaikanal. Our hotels in India have achieved global standards of quality and service excellence from years of experience of being in the hospitality business. India is home to a rich heritage, myriad landscapes, mystical spirituality, beautiful flora and fauna, diverse and exotic cultures, and ancient architecture. All our three premium luxury hotels in India namely the Ramada Plaza Palm grove at Juhu and The Retreat at Madh in Mumbai and The Carlton at Kodaikanal have an unique standard of excellence in accommodation,hospitality,cuisine and business facilities
THE OTHER HOTELS OF K RAHEJA Ramada Plaza Palm Grove, Mumbai, one of the premium and well established 5 star Hotel of Mumbai suburb is affiliated to Wyndham Hotels. The largest Hospitality company in the World, located at the most premium Hotel in Juhu beach of Mumbai, it is just 7 kms away from Domestic airport and 12 kms from International airport, the hotel offers all the advantages of a beach front location including a scenic and refreshing view of the Arabian Sea.
THE RETREAT The Retreat Located away from the city, yet very close to it, at Madh Island. It‟s the one that‟s ahead. It‟s the one ahead for weekend getaways, small and big conferences as well as grand weddings. The Retreat is the perfect respite from your work schedule and hectic weekdays. Just a short one hour drive from the Mumbai domestic and international airports.
CONRAD Conrad Hilton leant more than just his name to this global brand – he also inspired its core values. His motto, “World Peace Through International Trade and Travel,” became a guidepost for Conrad Hotels & Resorts. Introduced in 1986 with the goal of offering a more personalized, stylish, connected kind of luxury in the world‟s gateway cities and most sought-after resort destinations, Conrad Hotels & Resorts continues to expand in new countries and regions around the world. Conrad Hilton himself believed in the power of travel to improve understanding among the people of the world. Yet, while he became famous as an American hotelier, he never imposed American culture on his guests. He insisted that each of his hotels reflect the community it served, from local cuisine to customs and culture.
Conrad Hotels & Resorts capture the essence of his philosophy. Eachdestination infuses unique local culture into its architecture and design.Conrad Brussels is completely different than the Conrad Hong Kong – thoughtheyre both lauded to be among the best hotels in the world. With the largestglobal reach in the Hilton Worldwide portfolio of brands, Conrad Hotels &Resorts combines a proud and prestigious heritage with a world of style,service and connection.Service that‟s more than personal, it‟s intuitive. And it is with thisunderstanding that we create the kind of individualized luxury service that hasbecome a part of our core values and our manifesto.The greatest luxury is the luxury of being yourself.
CONRAD HILTON NAME: Conrad Hilton OCCUPATION: Entrepreneur BIRTH DATE: December 25, 1887 DEATH DATE: January 03, 1979 PLACE OF BIRTH: San Antonio, New Mexico
BIOGRAPHY OF CONRAD HILTON Conrad Hilton was born on December 25, 1887 in San Antonio, New Mexico. He took over his fathers general store at the age of 21 and served in the New Mexico State Legislature. After fighting in WWI, Hilton bought the Mobley Hotel in Cisco, TX and grew it into a hotel empire. He formed the Hilton Hotels Corporation in 1946 and expanded his operations outside of the US. He died in 1979.
HISTORY OF CONRAD HOTEL CHAIN Barron Hilton, son of Conrad Hilton, founded Conrad Hotels, taking the name from that of his father. Hilton Hotels was, at the time, a separate company from Hilton International, and could not operate hotels outside the United States under the Hilton name. The newly named chain solved that problem. Hilton International had already started their own chain of Vista Hotels within the United States, as they faced the same prohibition on operating there under the Hilton name. The first Conrad hotel, the Conrad Jupiters Gold Coast in Australia, opened its doors in 1985. When the two Hilton chains were rejoined in 2005, the need for the Vista and Conrad names vanished. Vista was phased out, while the Conrad brand was retained as a luxury wing of Hilton. Numerous hotels have since been opened under that name in
CONRAD CENTENNIAL SINGAPORE The Conrad Centennial Singapore boasts a fine assortment of award-winning restaurants to tantalize and delight during your stay at our Marina Bay Singapore hotel. Enjoy extravagant buffets and delectable a la carte dishes inspired both locally and internationally at Oscar‟s restaurant. This multi award-winning Singapore restaurant boasts a friendly and relaxed atmosphere, with the buffet station as an impressive center-piece. Open 24-hours a day, Oscar‟s serves breakfast, lunch, dinner, and even supper to enjoy indoors or al fresco on Oscar‟s Sidewalk Terrace. Savor Cantonese delicacies at Golden Peony, in Oriental-inspired surrounds with authentic Chinese artwork adorning the restaurant. A team of Hong Kong cuisine experts create innovative dim-sum and refined Cantonese dishes, cooked to award-winning standards with specially imported ingredients from diverse regions of China.
CONRAD CENTENNIAL SINGAPORE A sanctuary of elegant relaxation, the Lobby Lounge boasts a 24-carat gold leaf ceiling and an impressive selection of fine liqueurs and cigars to enjoy while listening to live music. Gather with colleagues for the Executive Lunch Buffet on weekdays or enjoy a delicate Afternoon Tea each day of the week. Refresh poolside at the Pool Pavilion serving an array of tropical cocktails and tempting juices, just perfect for cooling down from the sun. Have your favorite meal delivered fresh, straight to your Guest Room or Suite, choosing from the array of dishes on the 24-hr In-Room-Dining menu.
THE RESTUARANT (4) Golden Peony Specializing in refined Cantonese cuisine, enjoy signature dim-sum and unique award-winning dishes in the elegant Oriental surrounds of Golden Peony. East-meets-West in the Cantonese restaurant Golden Peony. The celebrated Executive Chef and established team of Hong Kong cookery experts have created a carefully-considered menu featuring only choice Cantonese ingredients specially imported from diverse regions of China. Sample the Chef‟s signature dim-sum in a variety of exotic flavor combinations or choose from the many other superbly refined Cantonese dishes on offer. Golden Peony boasts an extensive wine list, expertly chosen to complement the Cantonese cuisine. Exuding Oriental elegance this Singapore restaurant greets you with its charming décor of traditional Asian artwork and artifacts. Exquisite teak screens adorn the restaurant and a porcelain display of Chinese mythology adds to the authentic experience. Golden Peony features a private dining room for up to ten guests-perfect for intimate meals in serene Oriental surroundings.
HOURS OF OPERATION:Monday TO Saturday11:30 AM to 10:30 PMSunday10:30 AM to 10:30 PMGOLDEN PEONY AT CONRAD CENTENNIALSINGAPORE IS OPEN FOR:Lunch (11.30am - 2.30pm)Dinner (6.30pm - 10.30pm)ATTIRE:Smart Casual
OSCAR’S Multi-award winning Oscar‟s serves Asian and international dishes buffet style and a la carte to savor in a friendly, relaxed atmosphere. Experience the buzzing, friendly atmosphere at Oscars Restaurant. Open around the clock serving breakfast, lunch, dinner, and even supper. Stylish leather booths line the walls with the impressive buffet as the centerpiece, creating a vibrant space to revive and refresh. The ambience is relaxed and casual with à la carte and buffet diners alike enjoying the informal setting and efficient service. A wide selection of wines are offered both by the glass and bottle, as well as a tempting selection of cocktails to enjoy al fresco on Oscars Sidewalk Terrace. Perk up with the perfect cup of aromatic coffee - Oscars was awarded Best Coffee House in Singapore (2009) by Singapore Tatler.
The Amazing Graze Sunday Lunch offers free-flowingchampagne, wine, beer, or sparkling apple juice to enjoyalongside a sumptuous buffet selection of brunch fare. Thepopular Sunday Roast sees the chef taking center-stage with amouth-watering carvery of tempting meats andaccompaniments.HOURS OF OPERATION:Monday TOSunday12:00 AM to 12:00 AMA la carte menu available all day. Buffet lunch served from12pm to 2:30pm and buffet dinner from 6pm to 10pm. AmazingGraze Sunday Lunch available from 12pm to 3pm.ATTIRE:Smart Casual
OSCARS SIDEWALK TERRACE Watch the world go by while sipping specialty coffees or colorful cocktails. For a more indulgent treat, spoil yourself with a tempting ice-cream or decadent dessert as you reWatch the world go by while sipping specialty coffees or colorful cocktails. For a more indulgent treat, spoil yourself with a tempting ice- cream or decadent dessert as you relax on the stylish Terrace. HOURS OF OPERATION: Monday TO Sunday 12:00 AM to 12:00 AM OSCARS SIDEWALK TERRACE IS OPEN FOR: Breakfast, Lunch, Dinner ATTIRE - Smart Casual NOTE: A la carte menu available all day. Buffet lunch from 12pm to 2:30pm and Buffet Dinner from 6pm to 10pm. Amazing Graze Sunday Brunch from 12pm to 3pm. A designated smoking area is available at the Terrace. lax on the stylish Terrace.
LOBBY LOUNGE Quietly elegant, the Lobby Lounge serves Afternoon Tea, Executive Lunch Buffets and a fine assortment of drinks to sip while enjoying live music in the evenings. Step into the cozy atmosphere in the Lobby Lounge and feel instantly relaxed. Set amidst marble pillars and with an opulent 24-carat gold leaf ceiling, the Lobby Lounge exudes elegance. Low ambient lighting, pretty floral arrangements, and plush seating provide the ideal rejuvenating setting to enjoy an afternoon meal or late night drink. Enjoy a light Afternoon Tea with your choice of gourmet tea and a selection of sandwiches every day of the week or join colleagues on week days for the Executive Lunch. By night, the Lobby Lounge transforms into a picture of sumptuous luxury - choose from an array of premium cigars to enjoy with a fine assortment of Armagnac‟s, ports and single malt whiskies. Sit back on the high-back leather chair or deep-seat settee, listening to the live music from our accomplished pianist and singer. HOURS OF OPERATION: Monday TO Sunday 07:00 AM to 1:00 AM ATTIRE - Smart casual LOBBY LOUNGE IS OPEN FOR: lunch and afternoon tea.
SERVICES Services and amenities at the Conrad Centennial Singapore are considered with innovation and personalization at the forefront of design, offering the perfect haven from which to explore the city-state of Singapore. The complimentary fitness center is open 24-hours a day. Work out on cardiovascular and strength training equipment or join in a group strength resistance training workout for the ultimate in motivation. Visit the Centennial Spa and unwind with an exclusive range of luxurious body treatments and massages. The Conrad Centennial Singapore boasts two award-winning restaurants and an elegant lobby lounge. Experience traditional dim-sum and Cantonese specialties at Golden Peony created by a team of Hong Kong cookery experts or sample Asian and internationally inspired cuisine buffet-style or la carte at Oscar‟s, open for breakfast, lunch, dinner, and even supper. Relax in the Lobby Lounge on a high-back leather chair with a premium Armagnac and a cigar enjoying the live pianist and singer every evening. Swim a few laps of the serene outdoor pool or simply lounge in the sun with a tropical cocktail from the Pool Pavilion. The Conrad Centennial Singapore is part of the prestigious Millenia Singapore development with direct access to some of the best shopping in Singapore, several hundred restaurants and Asia‟s largest, most exciting casino, Marina Bay Sands.
SERVICES 24-hour front desk Concierge desk Air-conditioned public areas Multiple large conference rooms Total number of rooms - 507 Currency exchange Audio-visual equipment Dry cleaning/laundry service Babysitting or childcare Elevator/lift Ballroom(s) Exhibit space Number of floors - 31 Fitness facilities Banquet facilities Gift shops or newsstand Bar/lounge Wireless Internet access - surcharge Breakfast available (surcharge) Wired (high-speed) Internet Business center access - surcharge Business services Laundry facilities Cell phone/mobile rental Limo or Town Car service Computer rental available
SERVICES Medical assistance oArea shuttle (complimentary) available oNumber of restaurants - 3 Multiple small meeting oNumber of meeting/conference rooms - rooms 17 Multilingual staff oSecretarial services Free parking oSecurity guard Secure parking oShoe shine oPiano Patio oSpa services on site Poolside bar oSwimming pool - outdoor Porter/bellhop oTour assistance Luggage storage oTranslation services Room service (24 hours) oUmbrellas Safe-deposit box at front oWedding services desk
SPA AND FITNESS The 24-hour complimentary fitness center features the latest technology and exercise equipment. Retreat to the Centennial Spa - a sanctuary of well being in the Conrad Centennial Singapore offering an exclusive range of treatments to soothe the body, mind and soul.
ACTIVITIES Swim a few peaceful laps in the outdoor pool before or after busy days in Singapore. Shop for souvenirs in the hotel‟s gift shop or visit the florist for beautiful flower arrangements. The hotel is directly connected to over 1000 shops and 300 restaurants providing a wealth of entertainment opportunities. Unique amenities and anticipatory service create memorable meetings and social events at Conrad Centennial Singapore. This luxury Singapore hotel has been recognized for its excellence in hospitality and is proud winner of several prestigious awards, including HAPA Hotel of the Year, 2011-2013 (Regional Series). This Singapore hotel is ideally located in the vibrant entertainment center of Marina Bay, close to the financial and business districts, 20 minutes drive from Changi International Airport and only three minutes walk from Promenade Mass Rapid Transit (MRT) station. Our wide array of meeting and events venues can accommodate between 12 and 500 guests and includes the Ballroom, Grand Salon, private salons, two boardrooms, and four conference rooms. The latest AV equipment is available for hire and all meeting spaces have high-speed internet access and sound control. Work alongside our dedicated events team to choose special themes, creating a personalized event with your chosen atmosphere and services. Catering menus are expertly prepared - choose from delicate dim-sum, Western classics or create something totally unique. Our team of creative chefs will use your ideas to create a truly personalized menu. The décor of the hotel is sumptuous and elegant with an impressive art collection of over SGD $6 million, featuring unique pieces including artifacts, sculptures, paintings, and photography by both local and international artists. The grand marble-staircase in the lobby leading to the Ballroom and Grand Salon creates a dramatic entrance to any meeting or event.
MEETING AND EVENTS INFORMATION ATA GLANCE Total Guest Rooms : 507 Exhibit Space : 5769 Largest Meeting Room : 17232 GROUP AMENITIES Business Center Concierge Fitness Center In-Room Wired Internet Pool Pool On Property Restaurant On-Site
LOCAL AIRPORTSCHANGI INTERNATIONAL AIRPORT12 mi. / 20 min.SELETAR12 mi. / 30 min.ONLINE EVENT PLANNING TOOLSPersonalized Group Web PageGuest List ManagerRequest for PricingGroup Value Dates
AWARDS The Conrad Centennial Singapore is proud to have won several awards for its excellence in business service including a ranking in the „Worlds Top 20 Business Hotels‟ by Conde Nast Traveler and „Singapore‟s Leading Business Hotel‟ by Travel & Leisure Magazine. With its prime business location in the heart of the commercial district of Marina Bay, close to the financial and business districts, and adjacent to the Suntec Convention and Exhibition Center the Conrad Centennial Singapore is the ideal business hotel in Singapore for meetings and conferences. Our central Singapore hotel is only a 3 minute walk from the Promenade Mass Rapid Transit (MRT) station and a 20 minute drive from Changi International Airport, giving convenient transport options for both local and international guests. The Marina Bay, Singapore hotel has meeting rooms for 12-500 guests ranging from stylish boardrooms to a grand Ballroom. All meeting rooms are fully equipped with the latest AV equipment, high-speed internet or Wi-Fi, sound control and telephone lines ensuring meetings are a success. Our talented chefs can create menus to suit your meeting, for refreshment throughout the day. Choose from Cantonese and Western inspired menus served buffet-style or arrange a special menu to suit your guests. Rely on the dedicated events staff to ensure every small detail is considered carefully to ensure your meeting is organized with perfection and runs smoothly on the day.
HOTEL INFORMATION Located in the heart of Marina Bay, the multi-award winning Conrad Centennial Singapore hotel features world-class business facilities, delectable cuisine and personalized service at every turn. Experience award-winning service and personalized touch at the Conrad Centennial Singapore hotel. The hotel is located in the progressive and dynamic area of Marina Bay, close to the financial and business districts, in the heart of the premium shopping and entertainment districts, and adjacent to the Suntec Convention and Exhibition Center. Voted „Singapore‟s Leading Business Hotel‟ at the 16th World Travel Awards, rely on dedicated events staff and premium business amenities at the Conrad Centennial Singapore. Spectacularly decorated, the hotel boasts a large marble staircase and an art collection featuring over 3,400 pieces of sculpture, paintings and artifacts by both local and international artists.
Our Singapore hotel is home to two award-winning restaurants. Savor signaturedim-sum and refined Cantonese cooking at Golden Peony or sample an array oflocal and international dishes at 24-hr Oscar‟s with impressive buffets and a lacarte cuisine on offer for breakfast, lunch, dinner, and supper.The fitness center features the latest exercise equipment and is open 24-hrs aday for your convenience. Enjoy an exotic cocktail by the outdoor pool- aserene setting in which to swim a few peaceful laps and enjoy the sunshine.All of our guest rooms and suites are spacious and elegant, featuring 46-inchLCD TVs and amenities custom-designed for ultimate comfort. Every guestenjoys a daily turndown service, incredible views of the city and an opulent all-marble bathroom.
POLICIES To help plan your trip to the Conrad Centennial Singapore browse our hotel policies on parking, pets, smoking, and family. Check-in Time: 2:00 pm Check-out Time: 12:00 pm INTERNET FEES In-Room Wired Internet: S$ 29.96 In-Room Wireless Internet: S$ 29.96 Public Wireless Internet: S$ 29.96 PET POLICY Pets allowed Pet policy - dogs and cats only, Maximum number of pets per room 2, Pet maximum weight in kg is 34, Pet maximum weight in lb is 75 Pet Deposit: S$ 88.00 (Non-Refundable)
THE OTHER BRANCHES OF CONRAD Conrad Indianapolis 50 West Washington Street, Indianapolis, Indiana, 46204, USA Tel: 1-317-713 5000 Fax: 1-317-638 3687 Conrad_Indianapolis@conradhotels.com
COMPARISION THE CARLTON CONRAD CENTENNIALLOCATION KODAIKANAL SINGAPORE, ,TAMILNADU,INDIA SINGAPORESTAR RATINGTARIFF AND RATES ARE CHANGED SEASONALLY CHANGED ANNUALLYTYPE RESORT AND TOTALLY COMMERCIAL COMMERCIALMOST VISITING COUPLES AND ALL TYPES MOSTLY FAMILIES BUSINESS PERSONSHIGHEST VISITING SUMMER HOLIDAYS DURING CARNIVALSNO. OF PEOPLE 18130 85248VISITED(APPROX.)
Rates and tariffs The Carlton ConradSingle occupancy 5200 7500Double occupancy 11800 16000Deluxe single 6500 9300Deluxe double 15400 22500Royal king 20500 27800Ultimate royal -------------- 35000*These are the The amount is inpackage based room rupeestariff
EXPLANATIONPRE-ARRIVAL is the stage where the guest chooses the hotel and makes the reservation. Important information is gathered at this stage, which allows the next stage to run smoothly. The ARRIVAL stage is when the guest actually arrives and registers at the hotel (check-in). Here the guest verifies the information gathered previously at the reservation stage, confirms method of payment, signs the registration card, and collects the key. The OCCUPANCY stage deals with security of the guest along with the coordination of guest services to ensure guest satisfaction and try to encourage repeat guests. The front desk plays an important part at this stage as this is the area where guests will make their requests or air their problems, to which the front desk agents need to respond in a timely and accurate manner. At this stage the front desk need to keep guest accounts up-to-date so that the final stage of the cycle runs smoothly.
PLANNING AND ARRANGEMENTS BEFOREGUEST ARRIVAL CHECK THE ROOM RESERVED FOR HE /SHE IS IN PROPER CONDITION INFORM THE HOUSE KEEPING IF IT IS NOT CLEAN AND TIDY INFORM THE MAINTENANCE IF THERE ANY TECHNICAL SNGAS IN THE ROOM WITH HELP OF TRAVEL DESK ARRANGE FOR CAR TO ESCORT THE GUEST FROM AIRPORT ,RAILWAY STATION,BUS STAND..etc BE READY WITH A BUQUET OF FRESH FLOWERS AND A GROUP OF HOSTESS FOR A GRAND WELCOME
ROLE PLAY NO:1 Guest cycle for group individual travelers. The doctors of KMC hospital is a group which wants to stay in the hotel for four days for an important operation The following will be the sequence which take place from the time of arrival to departure:- The group of doctors which is headed by Dr. Yamini arrives at7:50 am in the air port. The guest are welcomed with a bouquet of flowers and escorted from the airport on October 15,2012 They reach hotel at 8:15am and guest are welcomed with a cup of hot coffee and escorted to the rooms.
They were allotted with separate 5 rooms Then the bell boys assists them with the luggage and puts tags and escorts them to the Front office. The registration card is filled by the guest after that magnetic keys of the five twin room were handover to the guest .
After that the guest is escorted to the respective room by the bell boys. Now the guest are checked-into the hotel and enjoys the facilities offered. As Dr .Yamini is a frequent Commercially important Traveler to the hotel she is been given a car to assist her work with her group.
During the stay the group the enjoyed facilities like spa , health club ,fun zone, restaurants……etc As there was birthday of head Dr.Yamini on 16th of October she was offered a chocolate cake as complimentary to celebrate her birthday with her group After the operations on 19th October 2012 the head Dr Yamini ask for the bill at 12:00 pm through a telephone call The bell boy brings the bill to the guest and takes away the luggages to the bell desk. KMC HOSPITAL setteles the payment through city ledger and the group checks out at 2.00 on 19th october20 12
HOUSE KEEPING Housekeeping is the act of cleaning the rooms and furnishings of a home. It is one of the many chores included in the term housework. Housecleaning includes activities such as disposing of rubbish, cleaning dirty surfaces, dusting and vacuuming. It may also involve some outdoor chores, such as removing leaves from rain gutters, washing windows and sweeping doormats. The term is often used also figuratively in politics and business, for the removal of unwanted personnel, methods or policies in an effort at reform or improvement. It is done commercially in the hospitality industry , So it is called the back bone of the hotel.
WHY HOUSEKEEPING IS BACKBONE OF HOTEL? The housekeeping department isresponsible for the upkeep and maintenance of theentire hotel. One of the first impressions a guest formswhen he walks into a hotel is a reflection on thehousekeeping department - how clean and wellmaintained the surroundings are. No hotel canfunction without this department because it overseeseverything from guest rooms, public areas, laundry,linen, horticulture and flower arrangement, andmaintenance housekeeping machinery which is nowbecoming increasingly high-tech.
Earlier, considered a back-of-the-house operation, the perception ofhousekeeping has undergone a seachange. Now, not just managers andsupervisors, but staff at all levelsincluding Housekeepers are beingencouraged to interact with guests. Since the feedback they receive isfirst-hand, it helps the management torespond promptly to the guest’srequirements. This also helps updateguest history more accurately. Increasingly more responsibilitiesare being delegated to the housekeepers
IMPORTANCE OF HOUSE KEEPING Housekeeping is a department that deals essentially with cleanliness and all the ancillary services attached that. Cleanliness is important for health foremost and also for well being. One cannot feel comfortable in an environment. The hygiene of housekeeping is essential. One can clean by dirty methods , but in our courses we have to stress and demonstrate clean and correct methods. The hygiene factor must always be present.
IMPORTANCE OF HOUSE KEEPING House keeping provides the accommodation to the guests by cleaning untidy rooms into new one. The guest linen provided in the room should also be of superior quality and hygienically cleaned as the guest is going to touch it to his body. Dirty linen is unforgiving in any hotel. The pillows and the mattress as well should be checked before letting out the room for the next guest. House keeping provides second service as per request of the guest.
IMPORTANCE OF HOUSE KEEPING Other services provided are laundry , dry cleaning , pressing , shoes polishing, valet service .etc will increases the revenues to the hotel. In most of the hotels the maximum revenue comes from the sale of rooms ,Therefore stress must be paid to proper cleanliness of the guest rooms and all public areas which are continuous contact with the guests. Cleanliness involves health which is happiness in our life , therefore it is not something to be ignored at our homes as well as at our work place.
DEPARTMENTS OF HOUSEKEEPING Horticult ure Stores House Laundry keeping Mainten ance
AREAS OF RESPONSIBILITY OFHOUSEKEEPING DEAPARTMENT Guest rooms/Floors: Room attendants & floor supervisors. Public areas: Front of the house=e.g.: swimming pool, parking area, club etc… Back of the house=e.g.: locker rooms,basement,laundry,linen rooms etc… Linen & uniform rooms=e.g: food service linen,uniforms,bed & bath linen etc… Laundry=OPL Eg:guest clothes, linen etc… Resident guests: Service by room attendants.
Florist: Could be either given out for contract or be a part of the responsibility of housekeeping department. Keep manual equipments: Eg:laundry bags, clothes hangers, lights…. Bathroom supplies: Like toilet rolls, toilet tissues, shower caps, tooth glares, soap bars etc… • The housekeeping department is also responsible for a level of security, safety and environmental duties such as composting and recycling.
FACILITIES IN A STANDARD DOUBLE BED ROOM Comfortable king size bed with a soft thick mattress and 4 pillows Mattress covered with bedcover ,bed spread and blanket Two bed lamps on either side of the bed A writing table with lamp and chair A relax chair with small table LCD Television with CD player (optional) Wardrobes with hangers and towels A bath room with bath tub, wc ,shower. mirror..etc Makeup table Telephone (2)
FIDELIO Fidelio is a Front officereservation software. It handlesroom reservation and guest cycle.It is German Software. Its full nameis My Fidelio.net .It’s a pre programmed software. Itsupdated version is called Opera.
BENEFITS OF USING FIDELIO1) Once you are a member of My Fidelio. Net, your hotel will be seen by potential bookers around the world 24 hours a day.2) You can offer negotiated rates that are only visible to your corporate customers. Your normal public rates will be available to everyone automatically.3) Save money! When a reservation is made on the internet , the guests make reservations themselves and you
4) My Fidelio . Net offers connectivity to all Global Distribution Systems (GDS), with a private label service if required.5) Reservation can be delivered by fax, E- mail and an interface is also provided so that the reservation detail sent from My Fidelio . Net do not have to be entered manually.6) The 2-way interface will be able to update what rates and rooms you want available in My Fidelio . Net automatically from Front office.
FIDELIO CASE STUDY 11. Accept your reservation for an G.I.T guest and confirm it.2. Check in the guest.3. Accept a message for the group , later deliver the message.4. Make an add on reservation for the group5. Do a room move for the guest as there is a major leakage.6. Post 5 bills:- room tariff, tax, breakfast, spa..etc7. Create a group guest folio.8. Settle the bill and check out the guest.
Front Cashier Password desk no.In house Billing Login guestRoom no. search Click ok
Billing Free night Post column award Go to Payment Oksettlement windows Reason early Confirmation Check outdeparture
ROLE PLAY NO:2[M] The travel assistant from KMC HOSPITAL calls the hotel to make a reservation for Dr Vignesh ,for 5 nights. On 16 OCT 2012 Dr Vignesh reaches the hotel and is welcomed by the bell boy who accompanies him with him luggage. Then a welcome drink is given. He reaches the front office and He is given the registration form to fill before that he wants to change his M.A.P meal plan into A.P meal plan without informing the HOSPITAL . The front office executive tells him that the KMC HOSPITAL is paying the bill and they have done M.A.P meal plan and it will remain the same, if he want he can share the coupon for lunch and dinner but the additional cost if any would be paid by Dr Vignesh .
During the occupancy he also asks for a bottle of wine. The house keeping attendant keeps the wine bottle in the room prior he signs in the log book of house keeping where the detail of room where wine bottle is taken is written. On the day of departure when the extra money for a bottle of wine is asked to Dr Vignesh he refuses by telling he never got it on showing the log register where the detail of the wine bottle had been entered he agrees he had forgotten it in the night by mistake and
THE SPECIALTY OF HOTEL EL MAR VISTA The three flames denotes the hotel serves guest with purity in work ,word ,heart. The 7 star facilities in 4star rates Total luxury rooms with best of sea view and city views. The only hotel to have all cuisine restaurants. The only hotel to have largest kitchen in hotel industry. Best of trained housekeeping staff to keep 100%cleanliness. The hotel have rooms with individual LAB pools. Special dinner arrangement for the guest in the sea shore.
THE SPECIALTY OF HOTEL EL MAR VISTA Quick and efficient room service Total digitalization of hotel like photo sensible room key, I phone to order ..etc Separate bathtub for baby care Helipad to land flying choppers on each tower World‟s finest front office staff who can talk above 15 languages Good sports facilities Large exercise hall to train yoga, aerobics..etc to the guest Musical nights Best of tour packages Free airport pick up and drop Best and affordable room tariff
ON SEASON OFF SEASON INR 9540+TAXES INR 8999+TAXES (STANDARD) (STANDARD) INR 15690+TAXES INR 14499+TAXES (DELUX) (DELUX) BOTH ARE INCLUSIVE BOTH ARE INCLUSIVE OF BREAKFAST,LUNCH OF BREAKFAST,LUNCH /DINNER AND DINNER YOGA , AEROBICS YOGA ,AEROBICS TRAINING TRAINING WITH FUN HOUR AT SPORTS COURTRATE OF DOUBLE BED ROOM
ON SEASON OFF SEASON 25890+TAXES 24799+TAXES INCLUSIEVE OF SPECIAL INCLUSIEVE OF SPECIAL BREAKFAST,LUINCH/DIN BREAKFAST,LUINCH AND NER DINNER HAPPY HOUR FROM 7- HAPPY HOUR FROM 7- 9pm 8pm 3.5HOUR EXCURTION 2HOUR EXCURTION ROUND THE CITY ROUND THE CITY COMPLIMENTRY CANS COMPLIMENTRY OF BEER AND IMPORTED CHOCOLATES CHOCOLATESRATE OF EXECUTIVE ROOM
HONEY MOON PACKAGES On season Off season INR 59999/- INR57699/- 5DAYS/ 4NIGHTS 6DAYS/5NIGHTS WELCOME DRINK ON CHEF‟S SPECIAL ARRIVAL WELCOME DRINK ON THE PACKAGE ARRIVAL INCLUDES BREAKFAST , THE PACKAGE INCLUDES LUNCH AND DINNER BREAKFAST , LUNCH ONE SPECIAL DINNER AND DINNER 1DAY PICNIC AROUND 2 SPECIAL DINNERS THE CITY 2 DAY PICNIC AROUND VISIT TO FILM CITY AND THE CITY AMUSEMENT PARK VISIT TO FILM CITY ,AMUSEMENT PARK AND TICKET TO FOOTBALL MATCH
CONCLUSION It is quiet different to conclude from my side. I am a learner , what I have experienced in learning. Only I can share my happiness with the experiments practiced with self participation in hospitality. I have also learnt how different sections perform in an hotel. Hence being a student I can express about self ideology.