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  • Sections of house keeping departments

Front office Front office Presentation Transcript

  •  Name : Gnanender Reddy.Nanga Assessor : Mrs PALLAVI REGE Batch : I4 Course : AVITION,HOSPITALITY AND TRAVEL MANAGEMENT Year : 2011 - 2012
  •  I am really thankful for our hospitality faculty for helping me to learn about hospitality and I am also grateful to frankfinn for providing an opportunity to learn about hospitality.
  •  Task-1(Lo1) Task-2(Lo2) Task-3(Lo3) Task-4(Lo4)
  • John Willard MarriottBorn September 17, 1900Died August 13, 1985 (aged 84)
  • Marriott was born at Marriott Settlementnear Ogden, Utah, and was raised on his fathers farm. Hisfather gave him considerable responsibility at an early age:he was sent to San Francisco on his own with 3,000 sheepin a railcar at the age of 14. At the age of 19 and as a devout Mormon, heundertook the traditional missionary work of the churchfor two years, being assigned to New England. On his wayhome after completing his mission, he passed throughWashington D.C. during the sweltering summer months of1921.
  •  Marriott got cancer in 1935 .doctors side he cant live mare than 6months or 1 year but he recovered and live 83years 1953 the company went public issued the “Twin Bridges Motor Hotel” in Arlington, Virginia. The company became Marriott, Inc., in 1967. Two large chains were added to the group, “the Big Boy” family restaurants in 1967 and “Roy Rogers Family Restaurants” in 1968
  •  1927: J. Willard Marriott marries Alice Sheets and moves to Washington DC with his new bride. That spring, J. Willard and Alice open a nine-stool A&W Root Beer stand, which they later call "The Hot Shoppe." 1939: Marriott lands its first food-service management contract with the U.S. Treasury growing its business and Hot Shoppes. 1940s:During World War II, Hot Shoppes feeds thousands of workers who move to the nations capital to work in the defense industry. 1953: Marriott stock becomes public at $10.25/share and sells out in two hours. 1957: Marriott opens its 1st hotel, the 365-room Twin Bridges Motor Hotel in Arlington, Virginia.
  •  1967: Corporate name is changed from Hot Shoppes, Inc., to Marriott Corporation expanding its business even further in airline food service, food production and lodging. 1969: Marriotts first hotel outside the United States opens in Acapulco, Mexico. 1972: J.W. Marriott, Jr., is named CEO. 1975: Marriott opens its 1st European hotel in Amsterdam, Holland. 1977: The company celebrates its 50th anniversary; sales top $1 billion. 1981: 100th hotel opens in Hawaii. 1982: Marriott acquires Ginos and converts it to Roy Rogers.
  •  1983: 1st Courtyard hotel opens. 1984: Marriott enters the vacation time-share and senior-living markets. 1987: Marriott acquires Residence Inn Company and enters the lower- moderate lodging segment with Fairfield Inn. 1989: 500th hotel opens in Warsaw, Poland, and Bridges: The Marriott Foundation for People with Disabilities is established. Marriott formalizes its diversity strategy. 1990: Pathways to Independence: Marriotts Welfare to Work Program is established. 1993: The company splits into Marriott International and Host Marriott Corporation. 1995: Marriott acquires 49% of the Ritz-Carlton Hotel Company, LLC.
  •  1997: Marriott acquires the Renaissance Hotel Group and introduces TownePlace Suites, Fairfield Suites, and Marriott Executive Residences brands. 1998: 1,500th hotel opens; sales reach $8 billion; Sodexho Alliance acquires Marriotts food-service and facilities- management businesses 1999: *-Marriott acquires the ExecuStay corporate housing company and the remaining ownership of The Ritz-Carlton Hotel Company, LLC. *-Marriott hosts its first National Womens Leadership Conference to foster discussion about leadership opportunities for women at Marriott. 2000: The 2,000th Marriott property opens in Tampa, Florida.
  •  2002: Marriott celebrates its 75th anniversary, now operating in 63 countries and territories with annual sales of $20 billion. 2003: Marriott adds more than 31,000 rooms and timeshare units in 2003, bringing the global system to 2,718 hotels and timeshare units (490,564 rooms). 2004: 500,000th room opens in London; Marriott Rewards welcomes its 20,000,000th member; Marriott Vacation Club International celebrates its 20th anniversary. 2006:Residence Inn opens its 500th hotel, Courtyard opens its 700th hotel, and the prototype of the new Courtyard in Europe is unveiled with the opening of the Paris Courtyard. Marriott designates April as the first annual "Environmental Awareness Month" to promote activities to preserve natural surroundings and reduce resource consumption.
  •  2007: Marriott celebrates two important milestones: the 80th anniversary of our founding and the 50th anniversary of our entry into the hotel business.Bill Marriott launches his blog called “Marriott on the Move.”Marriott is honored with the ENERGY STAR® Sustained Excellence Award from U.S. Environmental Protection Agency.Marriott launches Sed de Saber, an English-education device which teaches English to Spanish-speaking employees. 2009:Marriott celebrates its 10-year anniversary of the Womens Leadership Development Initiative. Marriott celebrates its 20- year anniversary of formal programs to celebrate Diversity and Inclusion. Marriott expands its portfolio of LEEDS buildings with more than 30 hotels and its global headquarters go green. 2010:Marriott headquarters is certified as a LEED® (Leadership in Energy and Environmental Design) Gold existing building by the U.S. Green Building Council.
  • JW Marriott San Antonio Hill Country Resort & SpaJW Marriott Atlanta Buckhead JW Marriott Los Angeles L.A. LIV
  •  Lobby Guest Room Examples :- grand river suite luxury suite Services & Features :- reysort librar Recreation :- resort pool children water park Restaurants & Lounges :- High Velocity Sports Bar Spa
  •  Lobby :- Guest Room Examples :- King Guest Room Double/Double Guest Room Suite Room Examples :- Terrace Suite Presidential Suite Services & Features :- Concierge Lounge Area Sights :- Atlanta Botanical Gardens High Museum of Art Atlanta
  •  Recreation :- Indoor pool Restaurants & Lounges :- Lobby bar Fitness :- Fitness center Events & Meetings :- Phoenix Ballroom Event Foyer
  • LobbyGuest Room Examples :- King Guest RoomSuite Rooms :- Junior Suite Presidential Suite Living AreaServices & Features :- Concierge Lounge Business CenterRecreation :- Rooftop Pool
  • Restaurants & Lounges :- Glance Wine Bar LA Market – Communal TableFitness :- Fitness centerSpa :- The Ritz-Carlton Spa JW L.A. Live Pool DeckSuite Rooms :- Presidential Suite Living Room Vice Presidential Suite Executive Suite BedroomEvents & Meetings :- Diamond Ballroom Foyer Gold Ballroom Foyer
  •  High-speed Internet access, in all  Marble bathroom, with separate rooms shower and bath Minibar  Hairdryer, iron, and ironing board Two dual-line phones, with voicemail  Safety-deposit box Modem, for fax or computer  Complimentary newspaper Two direct lines, for computer  Large work desk, with lamp and connection voicemail Premium cable channels and  24-hour room service satellite television  Marriott Rewards, frequent Pay-per-view television and guest program videogames  I Groove Station TV Internet, with email access
  •  Hotel Leela Venture Ltd is an Indian hotel company, currently with four deluxe hotels, located in Mumbai, Bangalore, Kovalam, Gurgaon ,Udaipur ,New Delhi and Goa. The Leela Group of Hotels, is planning to build 4 hotels each in Chennai, Hyderabad, Pune and Agra. It plans to be commissioned by 2012. These hotels will add 1000 more rooms to its current 1600 rooms. It has recently opened one Udaipur property which falls into leisure category like the ones in Goa and Kovalam.
  •  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 latters 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. Behind every institution lies the vision of an individual. In Capt. Nair’s case, this vision has flowered, given his unshakeable belief in India’s ability to compete with the best in the world as an equal.
  •  This belief, forged to a large extent during Capt. Nair’s early years as a freedom fighter in India’s fight for Independence. he Leela Kempinski, Mumbai and The Leela Kempinski Goa are two of the best hotels in India, and have also won considerable international acclaim. 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. The newest addition The Leela Kovalam is Kerala’s largest resort, built on a rock face cradled between two wide sweeping beaches with a stunning view of the famous Kovalam coastline. Achieving these levels of excellence has been the result of a three pronged business strategy, best described in the words of Capt. Nair.
  • The Leela Kempinski Bangalore The Leela Kempinski Mumbai
  • The Leela Kempinski UdaipurThe Leela Kempinski Kovalam New Delhi The Leela Kempinski Goa
  • The Leela Kempinski KovalamThe Leela Kempinski gorgion
  • Main facilities Normal facilities Discotheque  Daily newspaper Floodlit tennis courts  Car rentals Sightseeing tours  Shuttle bus services Spa centre  Sightseeing tours Swimming pool  Transportation from Water sports airport and from railway Yoga & Meditation station Beach Volley ball  Foreign exchange  Baby sitting
  • On Departure Reservation [Check Out]Post arrival [During Pre Arrival Arrival] On The Arrival [check In]
  • STEP 1 The reservation request, which is received through any of the modes of reservation is noted down on a RR envelope after checking the wall charts or CRS chart for the availability status of rooms. The following details must be taken:- a) Name of the guest and accompanying persons. b) Designation, company name and address. c) Date of arrival. d) Date of departure. e) Mode of arrival and time. f) Room type and meal plans and packages if any. g) Mode of payment. h) Method of guarantee. i) Special instructions like A/P pick-up, preference of rooms, etc,. j) Name and contact no. of the caller.
  • STEP 2: • The reservation request is then transferred to the Hotel Dairy or The Reservations Dairy either manually or in the computer where the information is stored as per the arrival date of the guest.STEP 3: • The reservation is automatically updated in the room wall charts i.e. the density chart or advance letting chart and the room status boards.STEP 4: • A confirmation voucher is issued against the reservation request and the reservation documents along with all correspondence is filed alphabetically and date-wise and retrieved only the evening prior to the date of arrival
  • • Welcome 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.Pay special attention to the following:- a) Spellings of the Guest’s name. b) Complete postal address of the guest.c) Expected date and time of departure.d) Guest Signature.e) How the guest will settle the bill.• Announce the room No., Tariff and request him to sign it.• Introduce guest to the bell boy, having over key to the bell boy and wish your guest a pleasant stay.
  •  Guest Type Name of the guest :Mr. Bharath Type of guest :C.I.P(commercially important person) Purpose of visit :Business Date of Arrival :16 Nov Date of Departure :17 Nov Mode of payment :B.T.C (Bill to company) Request : System to be provided Type of room :Business club room
  •  Mr. Bharath is a Business man from TATA steel Company. Mr. Bharath had made a call to an star hotel and reserved for a room, (Business club room). This is the reservation ensure that the star hotel will hold a room for Mr. Bharath for one night following his schedule date of arrival. The purpose of visiting is for (Business client meeting)
  •  Mr. Bharath came to a Star Hotel on 16th Nov The Star Hotel Welcome to the guest . They get Welcome drink served in. The Star Hotel handovers the naming list on which room have been allotted to the guest distribution. The Star Hotel Hand over the envelopes containing keys and welcome cards, they also help in the distribution of the envelopes and briefly explain location of the rooms to the guest.
  •  They check the baggage count from the bell captain and inform the number of bags to the guest, for approval. They present the pre-registered GRC for the guest signatures and they note down the number of bags on the GRC. They hand over guest room key envelope and they wish a pleasant stay.
  • Amenities supplied by housekeeping Department1. computer to be 7. 24 Hour Room provided . Service.2. Meeting / Conference 8. Free Newspaper. hall. (Projector ) 9. Television with Cable.3. Restaurant / Dining 10. Temperature Control. hall. 11. Dinner.4. International Direct 12. Continental Dial. Breakfast.5. Air Conditioned. 13. Doorman.6. Bathroom Telephone.
  • • Blankets • Bath soap• Glasses • Restaurant• TV • Chocolates• Laundry bags • Room service• Restaurant • Waste baskets• Pens • Laundry service• Room service • Shampoo• Shampoo • Soap• Laundry service • Ice bucket
  •  The departure of the guest is on 17th Nov. They request for preparing the bills and bringing down the luggage is received by cashier and bell desk, when the guest informs the reception that he is ready to check-out. The bill boy opens the departure errand card and the cashier checks the guest mode of payment. The guest payment will be paid by the TATA steel company (BTC).
  •  The star hotel has given a good room and they had given all messages . They passed the information the calls which I got after departure from the star hotel.
  •  Housekeeping plays an important role in the reputation of the hotels because one feels most comfortable only in the environment which is clean and well ordered, it is important for health foremost also for individual well being.
  •  Housekeeping departments include a variety of job titles. The department will generally have a director of housekeeping, sometimes called the executive housekeeper. This employee is responsible for managing the department and its employees. Housekeeping departments also have supervisors who inspect work and several types of line staff, including room attendants, laundry attendants, turn-down attendants and public space attendants. In addition, other housekeeping employees run the department office by answering phones and dispatching attendants. In some hotels, the office personnel are responsible for managing lost and found items.
  •  All the hotels essentially have a list of amenities that they provide to the guests in every room. The housekeeping department is the intermediary which supplies these consumable goods in each room. the specific amenities that are provided in almost all the hotel rooms, though more can be added to it as per requirements
  •  Shoe shine kit AM/FM radio Shoe case Clothes hangers Stationery Direct company billing In-room safe Morning newspaper Remote control Television/Video recorder Selection of books and journals
  •  Soaps Hair conditioner Shampoo Sewing kit Toothpaste/Toothbrush Make-up tissues Hand/Body lotion Washing line Shower cap Suntan lotion Mouthwash Scent/After shave Bath/Shower gel Hairdryer
  •  Mini bar Complimentary wine Fruit basket Water boiling facilities Chocolates Hot beverage supplies Room service
  •  Fax machine Desk light Personal computer House directory Int’l direct dialling phone Mobile telephones Stationery Desk pad
  •  FIDELIO IS THE COMPLETE INTEGRATED SYSTEM PACKAGE DESIGNED TO ACHIEVE THE MAXIMUM EFFICIENCY OF THE HOTEL. THIS PROPERTY MANAGEMENT SYSTEM IS PRODUCED IN MUNICH, GERMANY. IT IS NOT ONLY FLEXIBLE BUT EASY TO UNDERSTAND AND CAN BE TAUGHT QUICKLY. IT HAS ITS OWN TRAINING MODULE AND CALLED ADVANCE DEMO VERSION NO.6.11(4), ENABLES THE USER TO WORK AND LEARN IN A REAL-LIKE ENVIRONMENT..
  •  FIDELIO IS DOS BASED AND THE NEWER VERSION ‘OPERA’ IS ORACLE BASED. IT CAN PROTECT ITS SOFTWARE FROM ALL SORTS OF VIRUS. IN CASE VIRUS ENTERS IN THE SYSTEM THEN TO SAVE THE SYSTEM THE VIRUS IS TRANSFERRED TO NON-USABLE FILE FROM A DATA BASE FILE. RED ALERT SOFTWARE CAN BE USED FOR THE EXTRA PROTECTION OF THE FILES FROM VIRUS.
  •  Integrated, configurable, context sensitive help system. Pull down menus. Function keys with windows. Customizable colours. User-definable screens. Report generator. User-definable report menus and night audit. Multiple installation parameter. Unlimited security levels.
  •  IT IS VERY EXPENSIVE. ITS MAINTENANCE IS ALSO EXPENSIVE. IF PROPER LOCKING IS NOT DONE ANYBODY CAN ACCESS VARIOUS FILES AND CAN BE CHANGED OR DELETED. DURING NIGHT AUDIT, FOR 2 HOURS THE TERMINALS ARE SHUT DOWN, THUS MANY OPERATIONS DURING THIS PERIOD CAN NOT BE DONE THROUGH COMPUTER. THE COLOUR CODING IN FLOOR PLAN IS NOT PROMINENT ENOUGH.
  •  Promotes smooth functioning of all the departments wherever it is installed. Eliminates communication gap between departments and helps in providing quality service to the guest. Helps in up keeping of the hotel’s goodwill with the guest. It helps save time and reduces work load and increases productivity. Enhances interdepartmental and intradepartmental communication, cooperation and coordination.
  • ConclusionDuring the course I have acquiredknowledge about the following ceitreia The Front office of a hotel House keeping Fidelio Room layout
  • Bibliographywww.ehow.comwww.ask.com