Hospitality assignment

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Hospitality assignment

  1. 1. Hospitality AssignmentSubmitted by,Ponmathi.MM2 batchFIAT trivandrumSubmitted to,Mr.BobHospitality faculty
  2. 2. AcknowledgmentI would like to thank my family and friends who supported me to do thisassignment and our hospitality faculty for his friendly guidance. I thankGod for giving me this opportunity.
  3. 3. IntroductionThe friendly and generous reception and entertainment of guests,visitors, or strangers.
  4. 4. ADomestic chain...
  5. 5. 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
  6. 6. 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.
  7. 7. 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
  8. 8. 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.
  9. 9. 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.
  10. 10. Some Hotels of Taj
  11. 11. First hotel, the "Taj Mahal Palace" in Mumbai, India.
  12. 12. First five star deluxe beach resort, the "Fort Aguada Beach Resort" inGoa.
  13. 13. First hotel outside India, the "Taj Sheba Hotel" in Sanaa, Yemen
  14. 14. The "Taj palace Hotel", New Delhi
  15. 15. Some hotels Outside India
  16. 16. Blue Sydney,Australia
  17. 17. 51 Buckingham Gate, Taj Suites & Residences,London
  18. 18. The Pierre, New York, United States
  19. 19. Brands of Taj
  20. 20. Gallery!
  21. 21. Heritage Block of The Taj West End, Bangalore
  22. 22. Taj Spa at The Taj Exotica, Goa
  23. 23. Falaknuma Palace in Hyderabad, India
  24. 24. Grand Lily Pond at Taj Lake Palace, Udaipur
  25. 25. Taj Bengal,Belvadere Road ,Kolkata
  26. 26. Rooftop sleep-out on a private Machan (jungle platform) at Baghvan, PenchNational Park
  27. 27. Water Bar at Blue Sydney
  28. 28. Vivanta by Taj
  29. 29. Hotel Taj, Galleface - Colombo; decorated for Christmas
  30. 30. Taj Exotica Resort & Spa, Maldives - Rehendi Suite Deck Service
  31. 31. AnInternational chain...
  32. 32. 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
  33. 33. 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.
  34. 34. Brand of Holiday Inn
  35. 35. Gallery!
  36. 36. Crowne Plaza London - St. James
  37. 37. Holiday Inn, Nicosia, Cyprus
  38. 38. Holiday Inn, Southampton, England
  39. 39. New style Holiday Inn near the Chicago Midway International Airport
  40. 40. Holiday Inn in Everett, Washington
  41. 41. Fachada Hotel Holiday Inn Parque Anhembi
  42. 42. The Great Sign as once seen on US highways in the 1950s, 60s, and 70s
  43. 43. Holiday Inn in Cardiff
  44. 44. Express by Holiday Inn, Park Royal, London.
  45. 45. Orlando Resort
  46. 46. Orange Lake Legends golf course in Orlando
  47. 47. Comparison Of Taj andHoliday Inn...
  48. 48. 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
  49. 49. 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
  50. 50. Guest Cycle
  51. 51. Reception
  52. 52. 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...
  53. 53. 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
  54. 54. 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
  55. 55. 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
  56. 56. 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
  57. 57. 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
  58. 58. Housekeeping DepartmentExecutive HousekeepingHorticulture Manager laundryserviceAssistanthousekeepingManager linenroom serviceHorticulturesupervisorGardeners LaundersLaundry supervisor Desk supervisorGuest area Public areaLinen room Linen room supervisor Seem stress
  59. 59. 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
  60. 60. 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
  61. 61. 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
  62. 62. 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.
  63. 63. Layout of a standard room in a hotel
  64. 64. 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.
  65. 65. 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
  66. 66. 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.
  67. 67.  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
  68. 68. Gallary
  69. 69. Bill
  70. 70. ConclusionI have learnt alot from my Hospitality class,for that I would liketo thank our faaculty and I am sure that these knowledge willhelp me always.
  71. 71. Bibliography Hospitality module www.wikipedia.com www.holidayinn.com www.tajhotels.com www.vivantabytaj.com www.ihg.com hixsturgis.com/services.php www.phiphi.holidayinn.com/facilities.htm

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