Profile Founded - 1903 Founder - Jamsetji Tata Headquarters - Mumbai,Maharashtra,India Key people - Cyrus Pallonji Mistry(Chairman) and RaymondBickson (MD & CEO) Products - Hotels, Resorts, Palaces, Taj safaris, Tajair and spa Parent - Tata Group Website - www.tajhotels.com In 2009 the company was ranked 11 in the worlds top 100 reputablecompanies by Forbes Magazine
History of Taj The Company was incorporated in 1902 and it opened its first hotel, The TajMahal Palace & Tower, Mumbai, in 1903. The Company then undertook major expansion and became a well known andmajor hotel chain in India. In 1980, the Taj Group took its first step internationally by opening its first hoteloutside India. During the 1990s, the Taj Group continued to expand its geographic and marketcoverage in India. In 2000, the Taj Group entered into a partnership with the GVK ReddyGroup. In 2003, the Company celebrated the centenary of the opening of its Flagshiphotel, the Taj Mahal Palace & Tower, Mumbai.
Few Latest Global Awards Taj Lake Palace Udaipur featured in Platinum Circle of the CNT USA GoldList 2013 with an overall score of 94.2. The Taj Lake Palace, Udaipur featured on the list of T+L Top 500 Best Hotelsin the world with an overall score of 92.92 Rambagh Palace, Jaipur featured on the CNT USA Gold List 2013 with ascore of 91.0
Few National(Indian) Awards Karavalli, the iconic restaurant at The Gateway Hotel Residency Road,Bangalore has been conferred the All Time Favourite Restaurant for 2012 atthe NDTV Good Times Food Awards. Conde Nast Traveler India lists Vivanta by Taj Bekal, Jiva Grande Spa asamongst the 15 best spas in the world. Conde Nast Traveler UK Hotlist Best hotels 2012 for Vivanta by Taj - Bekal,Kerala.
Few Regional Awards Taj Palace Hotel rated the Best City Hotel Delhi at TTG Asia awards 2010 inSingapore. Taj Palace Hotel, New Delhi, rated ‘Asia’s leading meeting and conferenceshotel’ at the 17th World Travel Awards 2010 Best in Travel 2010 Hot 25 - Business Hotels - The Taj Mahal Palace,Mumbai has been Cited for Excellence as a Hot 25 Business Hotel in Asia bySmartTravelAsia.Com readers.
Profile Founded - Memphis, Tennessee (August 1, 1952) Founder - Kemmons Wilson Headquarters - Denham, Buckinghamshire, United Kingdom Number of Locations - 3,414 Area served - Americas, Europe, Middle East, Africa, Asia-pacific Services - Food services, lodging, conventions, meetings, timeshares Parent - InterContinental Hotels Group Website - www.holidayinn.com
History of Holiday Inn Kemmons Wilson initially came up with the idea after a family road trip toWashington, D.C., during which he was disappointed by the lack of quality andconsistency provided by the roadside motels of the time. The first Holiday Inn opened at 4941 Summer Avenue in Memphis, the mainhighway to Nashville, in August 1952 as Holiday Inn Hotel Courts. Holiday Inn became Holiday Corp. in 1985 when it incorporated various hotelbrands such as the all-suite, Embassy Suites and the luxury brand, CrownePlaza. Later, Holiday Inn was acquired by the Bass (beer) corporation beforebecoming part of the Intercontinental Hotel Group in 2003. Today, Holiday Inn boasts 1338 individual locations worldwide, representingmore than 245,000 hotel rooms.
Facilities offered by Taj 5 Star Accommodation Restaurants and Bars Banquets and Conferences Airport transpoer (on request) Barber shop Beauty salon Business centre(24hrs available) Shopping arcade Parking Mobile Phones on hire Swimming-Outdoor pool Tennis club Car rentals Currency exchange Florist Health/Ayurveda centre Laundary services Library Tavel desk - Ticketing and tour Medical Services (doctor on call) Fitness centre Lounge Luggage storage For physically challenged
Facilities Provided by Holiday Inn Free express start(Breakfast Bar) Free high speed internet access Laundry facilities An indoor pool and waterslide A fitness room Transportation Exercise facility featuring atreadmill, Lifecycle, stair master,recumbent bicycle, and free weights. Spa Restaurants and Bars Dress code Wake-up call Jacuzzi Game Room Pet Friendly Gift Shop Handicap Rooms Accommodation Guests service desk Cooking school Kids club Flight and ticket arrangement Shopping
Reservation Procedure Mandatory Informations Full name Number of rooms Type of room Mode of payment Number of guests Resources Time of arrival Optional Informations Date of birth Contact number Address Email ID Occupation Mode of arrival and so on...
For foreign guests Passport number Visa number Driving license Issue place Nationality Method of guarantees Purpose of visit Number of days in Country Date of expiry
Pre-Arrival Check for expected arrival list for thehouse position Block room in room rack andinform house keeping to make theroom ready before the arrival ofguest Ensure that keys of particular roomsare available at the reception Inspect the room and confirm itscleanliness and hygiene Check for any mail or message forthe guest pre-register the guest
Check in As soon as guest enters,check in Hand over the GuestRegistration Card (GRC)along with an open pen to theguest and assist him to fill theform Request for a signature too Note down the number of bags Hand over the key and explainthe location Bell boy will lead them to theirroom and will help them carrytheir luggages Wish them a pleasant stay
Service provided by front office during a guest stay Front Office Electronic safe deposit locker Currency exchange Letter or message handling Prepare bills Bell Desk Miscellaneous jobs Giving newspaper Getting medicine And fullfil guests needs Telephone Department Wake up call Active and deactive call Raise the charge voucher Transfer the receive calls Travel Desk Provide information abouttransport Tour packages
Departure When a guest is about to check out,a bell boy arrives and take hisluggages and bring it to lobby The bell boy should wait for the guest to register at the front office The recetionist will fetch the room key Lead the guest till entrace,if he requires any help,then do it otherwisethank him for staying with us
Housekeepingﮜ This is equally important tofront-officeﮜ Known as the backbone ofhotelﮜ Front-office couldnt give roomwithout contactinghousekeeping departmentﮜ They will clean and make theroom shinyﮜ If housekeeping doesnt workproperly,the hotel will go on lossﮜ They will serve guest ondemand
Executive Housekeeperﮜ Planing and organising works andcoordinate with his staffsﮜ Recruiting new staffs and inductingthem to proper training programmesﮜ Dismissal of staffs when they are foundunsatisfiedﮜ He expected to supervise the hotelﮜ He is expected to pay courtesy calls tolong staying guestsﮜ He is responsible for guest amenitiesﮜ He prepare and present the annualhousekeeping budgetﮜ He maintain the records of staffs
Desk controlﮜ Coordinates between in-house guestand ofrest of the department of hotelﮜ Desk supervisor controls the lobbyﮜ In-house department takesresponsible for food and beveragesﮜ It operates 24hrsﮜ It maintains guest callregister,attendance register,lost andfound register,maintenance and logbookﮜ Handle all guest complaints andrequest problems
Laundry and Horticultureﮜ Laundry service is provided forguests alsoﮜ They clean all theclothes,uniforms,etc used forhotelﮜ Horticulture work to outsideagencyﮜ They maintain garden andsupply fresh flowers to hotel ondaily basis.
Role Play£ It was a situation where a guest has made her reservation howeverwhen she arrived,there were no rooms available in the hotel£ She was shouting at the receptionists and the receptionists were calmylistening and worried for what happened£ When she stopped,the receptionist appologised and one of themconsulted manager for a solution.£ The manager said that "lets give the same type of room to the guest inanother hotel and say him that we will take the travel responsibilities"£ The guest was so angry and she wanted to meet the manager,so on herdemand manager came,appologised and convinced her.£ Then she agreed for the deal.
Fidelio Case Study? Make a reervation for two pax on sharing basis in a standard twinroom(stw) for 3 nights? Mr.John,their boss called from United states at 3p.m, leave amessage for the guest to call back his boss immediately? Post the following charges in the guest bill and check them outo The guest consumed Champagne Rs.650o Orange juice Rs.150o Breakfast Rs.450o Laundry Rs.250o Bought chocolates for Rs.450
Fidelio Log in to fidelio software. Take new reservation,new,a reservation form will appear,fill all themandatory field and optional field if you have information. Click "ok" after completing the form,the reservation will be made andthe reservation number will be given. to check the reservation or to make any change,go to frontdesk,arrivals,search.then all the reservations will appear To check in the guest,click "check in" given below.System will give aroom number.Now, the guest is checked in.
Now, to send him a message,go to front desk again,inhome guest andthen click on "options","messages" then "new",a message box willappear,write the message which has to send to the guests and saveit,then click on "receive".The message will be send. For billing go to Billing,Give cashier number as 1 and type thepassword,click on "postings",go to department,select Champagne,addprice as Rs.650 and post it.Similarly do this to all other items. After posting bills,its time for Check-out,click on Settlement,earlydeparture and post,now the guest is checked out