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Frankfinn Hospitality Presentation by Syed Shabbir Hussain B1/AHS ...

Frankfinn Hospitality Presentation by Syed Shabbir Hussain B1/AHS ...

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  • 1. UNIT – 3 & 4 HOTEL MANAGEMENT AND RESERVATIONSUBMITED BY : SYED SHABBIR HUSSAIN.SUBMITTED TO : MR.SUNNY.SUBMITTED ON : 20-04-2012BATCH CODE : B1/AHS.CENTER : HIMAYAT NAGAR,HYDERABAD.YEAR : 2011 – 2012.
  • 2. CONTENT• ACKNOWLEDGEMENT.• INTRODUCTION TO HOSPITALITY INDUSTRY.• HISTORY OF HOTELS.• PASS TASK 1 – LO1.• PASS TASK 2 – LO2.• PASS TASK 3 – LO3.• PASS TASK 4 – LO4.• CONCLUSION.• BIBLOGRAPHY.
  • 3. ACKNOWLEDGEMENT• I am very grateful for the strong support and guidance provided to me by my Hospitality teacher Mr. SUNNY, who helped me for good knowledge about Hospitality Industry and also helped me in preparing this project. I am very thankful to him for the same.
  • 4. INTRODUCTION TO HOSPITALITY INDUSTRY• Many peoples’ definition of hospitality extends only to restaurants and hotels.• In reality, it goes far beyond this and includes any organization that provides food, shelter and other services to people away from home.• When viewed in this light, the hospitality industry can be quite large and far reaching.• Also, the numerous career opportunities become readily apparent .
  • 5. • Students considering entering the field of hospitality should take into consideration all of the types of businesses that hospitality encompasses but also, the various career streams in functional areas across segments (such as accounting, finance, marketing, human resources, etc.).• One of the common threads that binds all segments together is the service orientation that exists – one must possess this in order to be successful.
  • 6. • An interesting note: Over the last 10 years, other types of businesses have begun to recognize the unique combination of skills that hospitality students possess – the combination of sound business and management along with a service orientation.• As a result, other industries have begun to recruit hospitality graduates including health care and retail.
  • 7. PASS TASK – LO1DOMESTIC CHAIN OF HOTELS
  • 8. The Oberoi Group, founded in 1934, operates 28 hotels and three cruisers in five countries under the luxury ‘Oberoi’ and five-star ‘Trident’ brands. The Group is also engaged in flight catering, airport restaurants, travel and tour services, car rentals, project management and corporate air charters. Oberoi Hotels & Resorts is synonymous the world over with providing the right blend of service, luxury and quiet efficiency. Internationally acclaimed for all-round excellence and unparalleled levels of service, Oberoi hotels and resorts have received innumerable awards and accolades. The Group has a numberof hotels worldwide, latest hotel additions being in Singapore, Saudi Arabia, Sri Lanka, Nepal, Egypt and Africa.
  • 9. HISTORY OF OBEROI HOTEL• Rai Bahadur Mohan Singh Oberoi (August 15, 1898 — May 3, 2002) was the renowned Indian hotelier, widely regarded as the father of 20th century Indias hotel business, was the founder Chairman of Oberoi Hotels & Resorts, Indias second-largest hotel company, with 35 luxury hotels in India, Sri Lanka, Nepal, Egypt, Australia and Hungary.• A centenarian, he is acknowledged for putting the Indian hoteliering on the global map by successfully establishing noted hotel brands like Oberoi and Trident worldwide.
  • 10. • A centenarian, he is acknowledged for putting the Indian hoteliering on the global map by successfully establishing noted hotel brands like Oberoi and Trident worldwide.• He was revered in his later years as a far-ranging visionary who provided a modern structural model for South Asias tourism and hospitality services industry.• He was awarded the one of Indias highest civilian awards the Padma Bhushan in 2001.
  • 11. THE OBEROI GROUP OF HOTELS IN INDIA• The Oberoi,Banglore.• The Oberoi,Mumbai.• The Oberoi Towers,Mumbai.• The Oberoi Hotel,Bhubaneshwar.• The Oberoi Grand,Calcutta.• The Oberoi Palm Beach,Gopalpur-On-Sea.• The Oberoi Raj Vilas,Jaipur.• The Jass Oberoi,Khajuraho.• The Oberoi,Delhi.• The Oberoi Maidens,Delhi.• The Oberoi Clarkes,Shimla.• Oberoi Vrinda Luxury House Boat
  • 12. OBEROI GROUP OF HOTELS AMENITIES• 24-hour front desk • Health club• Restaurant(s) in hotel • On-site medical assistance available• Bar/lounge • Wireless (high-speed) Internet access• Air-conditioned public areas • Massage - spa treatment room(s)• Currency exchange • Multiple small meeting rooms• Fitness facilities • Parking (free)• Internet access in public areas - high • Parking (valet) speed • Porter/bellhop• Internet access - wireless • Room service• Laundry facilities • Safe-deposit box - front desk• Medical assistance available • 24-hour business center• Audio-visual equipment • Security guard• Banquet facilities • Shoe shine• Swimming pool - outdoor • Shopping on site• Concierge desk • On-site car rental• Multiple conference/meeting rooms • Fax machine• Dry cleaning/laundry service • Photocopy machines• Elevator/lift • Spa services on site• Express check- in • Suitable for children• Gift shops or newsstand • Swimming pool• Hair salon
  • 13. THE OBEROI,BANGLORE.• Super deluxe hotel set amidst lush green landscaped lawns, in the heart of the city.• LOCATION : 7 kms from Airport, 10 kms from Railway Station. Centrally Located.• ACCOMODATION : 130 rooms.• BANQUET & CONFERENCE : 3 meeting rooms accomodation 30 to 250 persons. All modern conference aids available.• LEISURE : Swimming Pool, Health Club. Multicuisine Restaurant.• ADDRESS : The Oberoi, 37-39, Mahatma Gandhi Road, Bangalore.
  • 14. THE OBEROI,MUMBAI• Deluxe hotel, situated adjacent to The Oberoi Towers on Marine Drive at the hub of the commercial district.• LOCATION : 25 kms from Airport, 4 kms from Railway Station.• ACCOMODATION : 350 rooms.• BANQUET & CONFERENCE : 5 meeting rooms with a capacity of 50-100 persons.• LEISURE : Swimming Pool, Health Club. Business Centre. Multicuisine.• ADDRESS : The Oberoi, Nariman Point, Mumbai.
  • 15. THE OBEROI TOWERS,MUMBAI• Deluxe hotel, centrally located on Marine Drive, the main promenade within the business and shopping district.• LOCATION : 23 kms from Airport,8-10 kms from Railway Station.• ACCOMODATION : 650 rooms.• BANQUET & CONFERENCE : Eight banquet rooms to accomodate upto 3000 persons. All modern conference facilities available.• LEISURE : Swimming Pool, Health Club. Multicuisine Restaurant.• ADDRESS : The Oberoi Towers, Nariman Point, Mumbai.
  • 16. THE OBEROI HOTEL,BHUBANESHWAR• Deluxe hotel, centrally located near the city centre amidst 12 acres of landscaped gardens.• LOCATION : 8 kms from Airport, 5 kms from Railway Station, 5 kms from Downtown Area.• ACCOMODATION : 70 rooms.• BANQUET & CONFERENCE : Two meeting rooms accomodating 35 to 150 persons. All modern conference aids available.• LEISURE : Swimming Pool. Tennis Court. Multicuisine Restaurant.• ADDRESS : The Oberoi, CB-1 Nayapalli, Bhubaneshwar.
  • 17. THE OBEROI GRAND,CALCUTTA• This deluxe historic hotel, characterised by its Victorian architecture and spacious rooms, is centrally located within the main business and shopping district.• LOCATION : 24 kms., 2.5 kms from Railway Station.• ACCOMODATION : 250 rooms.• BANQUET & CONFERENCE : Banquet Hall & 3 meeting rooms. Ideal for meetings, private parties and receptions upto 1000 persons.• LEISURE : Swimming Pool, Health Club. Multicuisine Restaurant.• ADDRESS : The Oberoi Grand, 15, Jawaharlal Nehru Road, Calcutta.
  • 18. THE OBEROI PALM BEACH,GOPALPUR-ON-SEA• Situated on one of the finest beaches in India, this quiet resort hotel has most of its rooms overlooking the Bay of Bengal.• LOCATION : Airport 18 kms, 17 kms Railway Station & Downtown Area.• ACCOMODATION : 20 rooms.• BANQUET & CONFERENCE : Two meeting rooms accomodating 45 to 55 persons.• LEISURE : Tennis Courts. Multicuisine Restaurant.• ADDRESS : The Oberoi Palm Beach, Gopalpur-On- Sea, Dist. Ganjam, Orissa.
  • 19. THE OBEROI RAJ VILAS,JAIPUR• Within the magnificent setting of forts and palaces in the Pink City, the vision of Maharaja Jai Singh II, where wilderness is juxtaposed with art, you will find RAJ VILAS absolutely in its element. Its architectural style, its cool regal interiors and its 30-acre formal garden, echo the colours and majesty of Jaipur. Deluxe rooms, sunken marble baths, air-conditioned tents with lavish bathrooms, romantic villas with private pools and dining pavilions offer a rare opportunity to sample the extravagant lifestyle of the Rajput princes. LOCATION : 17 kms. from Airport, 1 kms. from city centre ACCOMODATION : 53 Deluxe Rooms and 14 suites BANQUET & CONFERENCE :3 meeting rooms to a capacity of 22 Boardroom style LEISURE : Outdoor swimming pool, tennis, fitness centre, sauna/jacuzzi, health & beauty spa, heli- pad, golf, riding. ADDRESS : Goner Road, Jaipur, Rajasthan 302004
  • 20. THE JASS OBEROI,KHAJURAHO• Deluxe hotel set amidst landscaped lawns, a mere kilometer from the famous 10th century temples.• LOCATION : Airport 2 kms., 1/2 km from Downtown Area.• ACCOMODATION : 94 rooms.• BANQUET & CONFERENCE : Two conference halls to accomodate upto 150 persons.• LEISURE : Swimming Pool, Tennis Court. Multicuisine Restaurant.• ADDRESS : The Jass Oberoi, By Pass Road, Khajuraho.
  • 21. THE OBEROI,DELHI• Deluxe hotel, centrally located and overlooking the prestigious 18-hole Delhi Golf Club.• LOCATION : 21 kms from Airport, 10 kms from Railway Station, 4 kms from Downtown Area.• ACCOMODATION : 350 rooms.• BANQUET & CONFERENCE : Eight banquet and meeting rooms. Ideal for meetings, private parties and receptions of upto 400 persons.• LEISURE : Swimming Pool. Health Club. Multicuisine Restaurant.• ADDRESS : The Oberoi, Dr. Zakir Hussain Marg. New Delhi.
  • 22. THE OBEROI MAIDENS,DELHI• This historic turn of the century hotel, situated amidst spacious gardens in the heart of old Delhi, is renowned for its gracious elegance and old world charm.• LOCATION : 24 kms from the Airport, 10 kms from Railway Station, 10 kms from Downtown Area.• ACCOMODATION : 53 rooms.• BANQUET & CONFERENCE : One meeting room, accomodating 150 persons. All conference facilities available.• LEISURE : Swimming Pool, Health Club. Multicuisine Restaurant.• ADDRESS : The Oberoi Maidens, 7, Sham Nath Marg, Delhi
  • 23. THE OBEROI CLARKES,SHIMLA• The hotel with the elegance of an earlier era. Centrally located on the main promenade near the shopping area.• LOCATION : 21 kms from Airport, 3 kms from Railway Station, 0.5 kms from Downtown Area.• ACCOMODATION : 39 rooms.• BANQUET & CONFERENCE : One meeting room with a seating capacity of 75 to 100 persons. All conference facilities available.• LEISURE : Multicuisine Restaurant. Hiking, trekking, ice skating, roller skating, skiing, golf.• ADDRESS : The Oberoi Clarkes, The Mall, Shimla.
  • 24. OBEROI VRINDA LUXURY HOUSE BOAT• The picturesque backwaters of Kerala are one of India’s most enchanting holiday destinations – and The Oberoi Motor Vessel Vrinda, Backwater Cruiser is the perfect way to experience it. The Oberoi Motor Vessel Vrinda takes guests on 3-night and 4-day journey through the tranquil waterways of ‘God’s own country’ - Kerala. Discover its rich heritage fascinating backwaters.• Soak in the beautiful scenery and the local sights as the cruiser meanders through a series of picturesque canals and lakes. The luxurious interiors, gentle lapping of water and balmy breeze make this a perfectly relaxing retreat.• Motor Vessel Vrinda sails on a three nights/four days itinerary, allowing guests the opportunity to leisurely discover the backwaters.
  • 25. INTERNATIONAL CHAIN OF HOTELS
  • 26. Accor, European leader in hotels and tourism, global leader in corporate services, operates in nearly 100 countries with 150,000 employees.
  • 27. PEOPLE IN CHARGE OF THE HOTEL Gilles Pélisson Serge WeinbergDirector and Chief Executive Officer Chairman of the Board of Directors
  • 28.  With more than 4,000 hotels worldwide, covering all segments from economy to upper upscale, Accor hospitality, the Accors hotel offering, offers hotel services tailored to each customer’s needs. Accor has long positioned itself in 40 countries around the world as a provider of innovative services to meet growing demand for solutions that enable companies and public institutions to improve productivity, while responding to the legitimate aspirations of their employees and for a better quality of life.
  • 29. ACCOR HOSPITALITY Budget brands :• Motel 6 : 910 hotels in USA and Canada.• Studio 6 : 46 hotels in USA and Canada.• Formula 1: 371 hotels in 14 countries. Rebranded and redesigned as F1 hotels in France.• Etap : 369 hotels in 11 countries. Etap hotel is implanted in Europe: Germany, Austria, Belgium, Spain, France, great Britain, Hungary, Luxembourg, Netherlands, Poland and Switzerland. Economy brands :• Ibis : 2 stars hotels. 769 hotels in 36 countries.• : 2-3 stars hotels. 35 hotels. The first all seasons hotel opened in France in mid- September 2007. All seasons has already 20 hotels in Australia. Midscale brands :• Suite hotel : 3 stars suites in Europe. 21 hotels in 4 countries.
  • 30. • Mercure hotels : 3 and 4 star hotels. 756 hotels in 49 countries (3rd hotels network in Europe).• Adagio : 21 apartment hotels in 4 countries. Upscale brands :• Novotel hotels : 4 stars hotels in 61 countries (387 hotels).• : New boutique hotels with 3 hotels (4 stars) that are remarkable in their personality. They are categorized according to four themes: vision, design, history and panorama. Some were sofitel hotels.• : New brand relaunched in 2007. 5 stars dedicated to travelers, it has 11 hotels. Luxury brand :• Sofitel hotels and resorts, including the new boutique-hotels so by sofitel and top luxury sofitel legend. 172 hotels in 52 countries.
  • 31. FAMOUS HOTELS• The grand in Amsterdam• Old cataract in Aswan• Old winter palace in Luxor• Mercure hotel Seville• Dorint hotel tower• Pullman orient express• Sofitel dalat palace in dalat• Metro pole in Hanoi• Grand mercure puka park resort• Sofitel Wanda Chengdu• Sofitel Wanda Beijing• Sofitel Philippine plaza
  • 32. 33
  • 33. London West Beijing Amsterdam New York Dubai Sydney Olympic Park
  • 34. Dubai ChicagoSao-Paulo Queensland Tokyo
  • 35. Bratislava PattayaFrankfurt Paris
  • 36. Paris FrankfurtAuckland Sydney
  • 37. Istanbul Pattaya
  • 38. BangkokBangkok San AntonioBeijing Singapore
  • 39. 40
  • 40. SOME OTHER ACCOR HOTELS
  • 41. • 384 hotels..69,272 rooms..58 countries.• Modernity, innovation, inviting, fluidity and services, novotel hotels are designed to give customers a “natural living”.• Novotel has a presence in city centers and in the main international business centers and at countless tourist destinations.• Novotel is permanently strengthening its presence on the five continents: this sustained development has been illustrated in 2007 by the opening of novotel Istanbul marmara in turkey, Accors first address in the principality of Monaco - novotel Monte Carlo - and a brand new novotel in the heart of Vienna, novotel Wien city. Pursuing its expansion, novotel will be opening in 2008 its first hotel in Saudi Arabia - novotel al anood Riyadh -, the novotel Beijing phoenix in china, prior to the 2008 Olympic games, and its very first hotel in Argentina - novotel Buenos Aires.
  • 42.  161 hotels..36,237 rooms..51 countries. Sofitel, the luxury trademark of the Accor group, is established in 51 countries in Europe, Africa, the middle east, pacific Asia, and in north and south America. Because no country or town is like another, sofitel has made each of its hotels throughout the world a unique address. Associating the spirit of each place with standards of modernity, refinement, and absolute comfort, all combine in their own way with the inimitable French way of life. Whether their setting is a great business metropolis like Paris, new York or Bangkok, or nestling in the landscape in Indonesia, Polynesia or brazil, each sofitel hotel offers travelers a genuine haven of peace. So that each guest, for an overnight stay or longer, during a business trip or for a holiday, can enjoy the rich variety of these unique places in comfort and tranquility.
  • 43.  790 hotels..89,629 rooms..39 countries. Ibis hotels offer excellent service and quality at the best possible prices: comfortable rooms with bathrooms, a 24-hour reception desk, a cozy bar area, snack service at any time day or night and usually a varied choice of restaurants. Ibis hotels stand out in their category by their strong concentration in city centers and easy access. Assets: Weekend rates valid for Friday, Saturday or Sunday…make the most of ibis weekend rates to get away from it all in one of almost 800 ibis hotels in Europe, for a weekend escapade with the one you love or with friends, to see the sight or just to relax...
  • 44.  704 hotels..87,850 rooms..50 countries. Warm, individual, human: each mercure hotel has its own personality. Mercure ells form a family united around common values: the personality of each establishment, the quality of the attention reserved to all clients, its cultural reflection of the city and the region… For both business and leisure travel, the mercure network can meet every expectation with prime locations in city centers, at the seaside or in the mountains, close to an airport… Looking at technology, most mercure hotels in Europe are now equipped with wi-fi wireless technology, available for clients in the lobby, meeting rooms and rooms through contracts signed with major operators. In number of hotels in 2007, mercure was the 3rd largest network in Europe and 16th worldwide.
  • 45.  374 hotels..30,148 rooms..14 countries. The cheapest price of the hotel business chain for 1, 2 or 3 persons. Simple and fast booking via hotelformule1.Com, or directly with the hotel. Functional bedrooms for 1, 2 or 3 persons. Bathroom facilities are located right outside the room. Breakfast: a self service breakfast buffet. Reception 24 hours and 7j/ 7. Drink vending machine warm and cold. Distributor of sweet and salty snacks.
  • 46.  Gallery is a collection of remarkable hotels, each with its own distinctive personality and unrivalled heritage – plus a special something that ensures guests always enjoy an unforgettable stay. In line with the gallery spirit of providing a fulsome, authentic hotel experience unlike any other, members of the collection have retained their original names and express their own unique identity. Their history, reflected in their heritage buildings, the famous people who stayed there or the important events they hosted. Their outstanding location, in the historic center of a capital city, on a beachfront or opposite a snow-covered mountain. Their extremely intricate and evocative interior and exterior design, signed by celebrated architects and decorators.
  • 47.  20 hotels..5,116 rooms..6 countries. Pullman is the Accor group’s new chain of upscale hotels, catering especially to the needs of both individual business travelers and groups. The pillars of the distinctive Pullman offer are convivial hospitality, restful tranquility and high-tech connectivity, creating a truly unique experience in business travel. In 2009 Pullman will count 59 hotels in 23 countries across Europe, the Asia-pacific, the middle east and Latin America. Pullman expects to grow to 300 hotels by 2015.
  • 48.  21 hotels…2,734 rooms…4 countries. Suite hotel, the latest addition to Accor hotels range, has been inviting you to experience a new way of hotel living since 1999. This three-star chain offers large spaces that can be privatized and rearranged, built with high quality materials and perfectly adaptable to your needs. Suite hotels are intended for customers who are looking for hotels that promise comfort, foster independence and provide internet access at low prices. Suite hotel welcomes you into large rooms, real modular living areas, where you will have 30m.Sq. Just for you. You can appropriate the room for meetings, have meals or relax with your family or friends, by arranging the room as you wish. Suite hotel meets the needs of customers in search of well-being and independence.
  • 49. ACCOR IN INDIA Accor group has plans to set up 200 hotels in India. Accor has recently launched its first newly built hotel in India- novotel Hyderabad. The hotel has 287 spacious rooms and features two restaurants, swimming pool, fitness centre and business centre.
  • 50. ACCOR LAUNCHES NEW CONCEPT AT DUBAI WORLD TRADE CENTER
  • 51. PASS TASK - LO2 MY GUEST SEGMENT IS FFITFFIT(FREE FOREIGN INDIVIDUAL TRAVELLER
  • 52. RECEPTION
  • 53. Reservation of procedure for FFIT• Reservation of procedure for FFIT Complete name of the guest: Last name middle name first name. Address. Birth certificate. Contact number. E-mail ID. Occupation. Destination. Arriving form. Mode of arrival. Proceeding more arrival. Confirmation letter. Time of arrival. Time of departure. Arrival date and arrival departure. Number of packs. Covers. Number of room. Type of rooms: Tariff(rack rate, room rate). Mode of payment. 59• Additional information for FFIT:• Additional information for FFIT Passport number. Visa number. Driving license. Place of issue. Date of expiry. Number of days in country. Purpose of visit. Reservation Transferred to hotel dairy. Updated in density chart. Confirmation voucher issued to guest. Method of guarantees. Nationality. Gender.• Pre-Arrival :• Pre-Arrival Take all the document pertaining the foreigner . Check for expected arrival list for the house position. Check foreigner requirement from the voucher or confirmation letter, and note any special rooming requirement. Block room in the room rack and inform house keeping to make the room ready before the arrival of the foreigner. Ensure that keys of particular rooms are available at the reception. Inform to concerned person to make arrangement for traditional welcome. Inform to barman to keep the welcome drink ready. Take final room clearance from the housekeeping. Have 3 copies of naming list ready and make tentative room allocation on the naming list with pencil. Have 3 copies of the passport list ready. Prepare welcome card along with room keys. Check the amenities provided to be provided in the room. Inform to bell captain the expected time of arrival. Check for any mail or message for the foreigner. Pre-register the guest.
  • 54. CHECK IN• Check in Guest is made reservation and check in. As soon as guest enter to reception. Extend the traditional welcome to the guest. Ascertain room requirement, cross check with the movement list. Hand over the guest registration card(GRC) along with an open pen to the guest. Assist the guest in filling up the GRC. Ensure that you have all the details on the GRC filled in properly. Especially for FFIT complete “passport” details of the foreigner and “certificate of registration” who stayed 90 days in India. Guest signature. They shouldnt give GRC to FFIT after sign, Bell captain is concern with c-form. He will fill and sent to police commissioner office with help of bell boy. Police commissioner will check the information and send to FRRO (foreign regional registration office) FRRO will register foreign details and send to particular embassy. Check the baggage count from the bell boy and inform the same to the guest. Note down the number of bags on the GRC. Hand over the resident card to the guest and request him to sign it. Explain the location of the room to the guest. Bell boy helps the guest to carry their baggage to their room. Bell boy related to the bell desk and bell captain will be the incharge of the bell desk department. Wish pleasant stay 62
  • 55. Service provided by front office during guest stay• Service provided by front office during guest stay Front office:• Electronic safe deposit locker.• Currency exchange.• Letter or message handling to the particular department. Prepare bills what all the transactions.• Bell desk: Miscellaneous jobs:• Giving newspaper. Getting medicine. Buy movie tickets for guest. If guest wants to send any letter then bell boy helps the guest. Telephone department: Wake up call Active and diactive call. Raise the charge voucher. Transfer the receive calls. Travel desk: Provide information about the transport. Best mode of transport for guest.
  • 56. Reservation department• If the guest want to reserve the room for future the reservation department will help to guest. The guest can clear dought. Front office cashier: He will create guest folio . Information desk: Guest can clear various doughs to information desk If any email, or courier or fax information desk will help. Departure :• Departure When a guest arrives, the doorman buzzes the Bell Captain Desk for a bell Boy. The bell boy should wish the guest and collect his baggage and bring it into the lobby via the baggage entrance and place baggage at the bell desk which is located normally opposite the Reception counter. The bell boy should wait for the guest to register at the front office. If the hotel has tags to identify baggage these should be attached to the baggage. Inform scanty baggage to the lobby manager or front office.
  • 57. The Information counter at the front office will indicate that theguest has been allotted a room by handing over the errand cardwhich mentions the room number. The room key is also handed over with the errand card. Bring to the guest’s attention anybaggage damaged to protect the hotel from blame. Guest Arrival Errand Card.
  • 58. Lead the guest to his room along with his baggage.Some hotels have separate baggage elevator The bellboy should open the door of the guestroom and let theguest enter first. After positioning the baggage at theallotted rack in the room, the guest must be told wherethe floor-lights are located, channel music, air-conditioning/central heating thermostatcontrol, internal locking system, etc. are located. Offerany other help and if not required, wish the guest apleasant stay. Do not solicit for tips. Report back to thebell desk
  • 59. PASS TASK – LO3Role of house keeping :The guest indeed forms instantaneous impression when walks intothe lobby of the hotel which is either enhanced or diminished as hemoves from the front office to the elevator and then down theroom i.e. approaching with either mild anticipation or otherwise.When the guest enters room however all previous impressions areimmediately supplemented by a virtually total response to theroom itself. The rooms are the heart of the hotel unless the décor isappropriate, the air odor free and furnishing spotlessly clean, thehotel has lot the guest and as well a potential repeat customerforever. Since no hotel wants to room a guest in an unclean room, thehouse/keeping department must provide the front office with theproper information about the ready rooms in order to meet theanticipated arrivals of the day.
  • 60. House keeping is that which deals essentially with cleanliness andall the ancillary services attached to it. Cleanliness is important forhealth and also for well being. A guest spends more time in hisroom than he spends in any other part of the hotel. So he can checkup the cleanliness if he wishes. The décor and good order of maintenance of any hotel also plays alarge role in creating a comfortable impression. For the guest.Decent room supplies and services like laundry and dry cleaningservices show again that the hotel is considering the guest’scomfort and wishing to please him. In most hotels the major part of revenue comes from the rooms. Aroom empty for 1 night loses the possible revenue forever.Cleanliness may be a reason for high or low – occupancy. Thesimple shows the importance of cleanliness thought lack offurnishing and modernizing can also be a reason for pooroccupancy.
  • 61. Not only the guest are getting the impression of hotel from thehouse/keeping department through a room, but also the guest whoare invited to functions at the hotel, guest who call on a room guestfor a visit. From the cleanliness of the lobby, restaurant, publicarea, public area toilets and also from the state of cleanliness of thestaff uniform a guest can judge a lot about the hotel the result ofwhich may be positive or negative.Thus we can see the house/keeping is responsible for overallcleanliness of the establishment and help the other departments toget more business and earn profit. Housekeeping being such a largecontributor to the profit factor plays a major role as an individualdepartment and has position of its own.
  • 62. PASS TASK – LO4 My case study is FFITkeeping services provided to FFIT• Housekeeping services provided to FFIT VIP 1 Heads of state, minister , high ranking government delegates, national and international dignitaries, etc Full bar setup, large flower arrangement, large fruit basket, chocolates, bathrobe, slippers, and others Personal amenities. 75 Guestroom amenities Bathroom amenities Stationery Facial soap Postcards Bath soap or shower gel Pens Gel Laundry bags Shampoo Utility bags Moisturizer Packets of coffee or tea or sugar and powdered creamer, stir sticks, Shower cap Chocolates or mints. Shoe mitt or shoeshine kit
  • 63. END OF LO3
  • 64. PASS TASK – LO1Comparison of two outlets• Coffee Shop• Specialty Restaurant
  • 65. Coffee Shop Okra (Marriott)• Timings:- Round the Clock 24hrs• Ambience:- The ambience of coffee shop is normal with plain walls and ample lighting.• Menu:- As they are open 24hrs their menu consists of fast food dishes like Pizza, Burger, Sandwiches, Ice-Cream ETC• Staff:- Staff is dressed in Formals with Black pant and white Shirt.• Furniture:- Furniture is Italian made with Normal teak wood chairs to match the color of walls.
  • 66. Okra
  • 67. Specialty Restaurant Bidri (Marriott)• Ambience:- This restaurant has a Pleasant Environment with a Open kitchen Window.• Lighting:- Small & Powerful spot lights with Lanterns hanging from the roof.• Cuisine:- It serves only Authentic Hyderabadi Cuisine like Dum ki Biryani, Haleem etc.• Staff :- Staff is dressed in Black and Gray Sherwani.• Furniture:-Square tables with Black Teak wood chairs.
  • 68. BIDRI
  • 69. PASS TASK – LO2
  • 70. PASS TASK – LO3
  • 71. PASS TASK - L04• Alcoholic beverage
  • 72. Service standards for whisky• Whisky is served on the rocks and can be accompanied with water or soda.• Scotch whisky are served on the rocks generally considered to a straight drink.• It is served in old fashioned glass or high ball glass.
  • 73. Non alcoholic beverage is tea• Tea is one of the most popular beverages around the world. The premium tea producing countries around the world are many.• Tea may be served both hot and cold• Hot tea may be served with or without milk.• Tea is served in a tea cup.
  • 74. CONCLUSIONIt is quit difficult to conclude from my side. Im a learner, what I haveexperienced in learning, only I can share my happiness with theexperiments practiced with self participation.I once again like to thanks my Hospitality teacher, Mr. SUNNY,whohelped me in my hotel management, hospitality and reservation andalso helped me in preparing this project.Hence being a student I can express about my self ideology:• Hotel management.• Dealing with guests.• Service standard for food & beverage• And I had achieved a lot of knowledge about this industry.
  • 75. BIBLIOGRAPHY• www.oberoi.com• www.accor.com• www.wikipidia.com• www.yahooanswers.com