Hospitality frankfinn

1. HOSPITALITY
A R T I YA D AV
V 4

2. ACKNOWLEGEMENT
I am very grateful for the strong support and guidance provided to me by my
hospitality teacher MISS. MEENAKSHI GAJBHIYE, who helped me for
good knowledge about hospitality industry and also helped me in
preparing this project.
I am very thankful to her for the same

3. INTRODUCTION TO
HOSPITALITY INDUSTRY
The hospitality industry is the industry that is responsible for
providing primarily food services and accommodations in places
such as hotels, resorts, conference centre's and theme or
amusement parks. The catering industry, which overlaps with the
hospitality industry, primarily provides food services to institutions ,
private industry , and private parties. And also in a much boarder
view, non-commercial institutional provide food and lodging.

4. ABOUT
The food and hospitality industry is about
providing food, drink and accommodation.
It also involves entertainment, fitness and
leisure workers in the hospitality industry

5. SELECTTWORENOWNEDCHAINSOF
HOTELS(ONEDOMESTIC& ONE
INTERNATIONAL) ANDTRACEITS
HISTORYRIGHTFROMTHETIMEOFITS
INCEPTION. ALSOCOMPARETHE
FACILITIESOFFEREDBYTHEHOTEL
CHAINS.
TASK - 1

6. DOMESTIC
RENOWNED
CHAIN OF HOTEL

7. LE MERIDIEN
Le Meridien is an international hotel brand
with a European perspective, formerly
headquartered in the United Kingdom with
130 properties. It is owned by Starwood
Hotels & Resorts Worldwide and has a
portfolio of more 120 hotels in over 50
countries worldwide. Le Meridien was
acquired by UK hotel company Forte Group
which in turn was acquired by Granada PLC
in 1996.Through a merger in the summer
of 2000 between Granada Group and global
contract caterer Compass Group and the
subsequent de-merger of the two
companies in February 2001.

8. HISTORY
The Le Méridien brand was established in 1972 by Air
France "to provide on a home away from home for its
customers."The first Le Méridien property was a
1,000-room hotel in Paris — Le Méridien Etoile.Within
two years of operation, the group had 10 hotels in
Europe and Africa. Within the first six years, the
number of hotels had risen to 21 hotels in Europe,
Africa, the French West Indies, Canada, South
America, the Middle East and Mauritius. By 1991, the
total number of Le Méridien properties had risen to
58.

9. CHAIRPERSON
-Dr Palani G.
Periasamy, Chairman,
Le Royal Meridien

10. FACILITIES PROVIDED
•Health Club & Spa
•Swimming Pool
•Shopping Arcade
•Parking Facilities
•Eco Friendly Practices
•Differently-abled guests facility
•Boiler
•Chiller
•Energy Conservation
•Reverse Osmosis Plant
•Diesel Generating Sets
•Elevators
•Fire Alarm & Fighting System
•Sewage Treatment Plant
•Rain Water Harvesting
•Waste Management
•Security Features
•Laundry
•Flower shop
•Other Facilities

11. SETUPS
 Le Meridien Pune, Pune
 Le Meridien Cochin Resort & Convention
Centre, Kochi (Cochin)
 Le Royal Meridien Chennai, Chennai
 LeMeridien New Delhi, Delhi
 Le Meridien, Bangalore
 Le Meridien, Coimbatore
 Le Meridien, Jaipur
 Le Meridien, Gurgaon
 Le Meridien, Nagpur

12. INTERNATIONAL
RENOWNED
CHAIN OF HOTEL

13. BANYAN TREE
HOLDINGS
Banyan Tree Holdings Limited is an
international hospitality brand that
manages and develops resorts, hotels
and spas in Asia, America, Africa and
Middle East. The brand was
established since 1994, with its roots in
Singapore. As of 2014, there are 36
resorts and hotels. 2015 will see one
addition to the list in Morocco and two
more in China. Under their
management are also 70 spas, 77 retail
galleries, and 3 championship golf
courses in 28 countries. It has been 20
years since the first Banyan Tree resort
opened in Phuket.

14. HISTORY
Banyan Tree started when
founder Ho Kwon Ping and his wife
Claire Chiang came across a plot of
land while they were on holiday in
Bang Tao Bay, on the western coast
of Phuket in the Andaman Sea, and
thought it would make an ideal
location for a resort. They purchased
the land and then discovered that it
was an abandoned tin mine and too
toxic to support vegetation or any
developments. They embarked on a
regeneration programme,
reintroducing indigenous plants and
building 7,000 trees. Ten years later
in 1994, the first resort Banyan Tree
Phuket was built.

15. z
CHAIRPERSON
-HO Kwon
Ping

16. FACILITIES PROVIDED
– Fitness Centre
– Futsal Field
– Boardroom
– Crystal Ballroom
– Festa Hall
– Golf Driving Range
– Ice Rink & Snow Sled Field
– Indoor Swimming Pools
– The Oasis Outdoor Pool
– Sauna
– Basketball Court
– Tennis Court
– Banyan Tree Gallery

17. Banyan Tree Chongqing Bei Bei
Banyan Tree Hangzhou
Banyan Tree Huangshan (2015)
Banyan Tree Lijiang
Banyan Tree Macau
Banyan Tree Ringha
Banyan Tree Sanya
Banyan Tree Shanghai On The
Bund
Banyan Tree Tianjin Riverside
Banyan Tree Yang Shuo
SETUPS

18. Angsana Bangalore

19. Angsana Bintan
Banyan Tree Bintan
Banyan Tree Ungasan

20. Banyan Tree Bangkok
Banyan Tree Phuket
Banyan Tree Samui
Banyan Tree Spa Sanctuary
Angsana Laguna Phuket
Angsana Villas Resort Phuket

21. Banyan Tree Club & Spa Seoul

22. Angsana Maison Souvannaphoum
Hotel

23. Angsana Ihuru
Angsana Velavaru
Banyan Tree Vabbinfaru

24. Angsana Balaclava Mauritius

25. Banyan Tree Cabo Marques
Banyan Tree Mayakoba

26. Angsana Raids Collection Morocco
Banyan Tree Tamouda Bay (2015)

27. Banyan Tree Seychelles

28. Banyan Tree Al Wadi
Banyan Tree Ras Al Khaimah Beach

29. Angsana Lang Co
Banyan Tree Lang Co

30. DEMONSTRATEWITHTHEHELP OF A ROLE
PLAY,THERANGEOF SERVICESPROVIDEDBY
THEFRONTOFFICEDEPATMENTTO A SPECIFIC
TYPEOF GUEST(FIT,FFIT,CVGR& CIP) FROM
THETIMETHATHAS MADEHIS BOOKING
UNTILHESETTLES HISACCOUNTDURINGHIS
ACCOUNTDURINGDEPATURE
TASK - 2

31. STAGES OF GUEST CYCLE
ARRIVAL
OCCUPANC
Y
DEPATURE
PRE - ARRIVAL

32. M R S . L E O N E I S A C V G R , A N D
R E Q U I R E S A S I N G L E R O O M
A N D R E Q U I R E S T O B E P I C K E D
U P F R O M T H E A I R P O R T .
D U R I N G H E R S T A Y , H E
R E Q U E S T S F O R A S A F T E Y
L O C K E R F A C I L I T Y . A S S H E
C E L E B R A T E S H E R B I R T H D A Y
D U R I N G H E R S T A Y , A
C O M P L I M E N T E R Y C A K E M U S T
B E S E N T T O H E R . S H E C W A N T S
A C A R R E N T A L T O B E
A R R A N G E D F O R H E R , T O
A T T E N D H E R B U S I N E S S
M E E T I N G S . S H E R E Q U E S T S
T H A T A L E T T E R B E M A I L E S
F O R H E R . S H E C H E C K S O U T
A F T E R F O U R D A Y S . C O N D U C T
T H E C O M P L E T E G U E S T C Y C L E
F O R T H I S G U E S T .

33. RECEIVEDA CALLTO THE TELEPHONE
OPERATOR OF THE HOTEL
MR Sharma- Elite Royal hotel, Mr. Sharma here from
HPCL company
Operator- Good afternoon Mr. Sharma, yes Elite Royal
hotel how may I help you?
MR Sharma- Our client Mrs. Leone will be visiting
Mumbai on 11th and will be staying in your hotel for 4
days, So I want to book a single room for 4 days from
11th.
Operator- may I get the details of your client Mrs. Leone
MR Sharma- Sure, I will mail you the details, and please
arrange a car at the airport to pick up Mrs. Leone
Operator – sure sir please also let us know the details of
the flight timing in the email. Any thing else sir.
MR Sharma- No, thank you
Operator- thank you for your call have a great day ahead.

34. On 11th the concierge arranges the
car to the airport to pick up Mrs.
Leone

35. Mrs. Leone reaches the hotel and goes to
front office
Front office- Good morning mam, how may I help you?
Mrs. Leone- I have booking for 4 days my name is Mr.
Leone
Front office- Yes mam, you have a booking for 4 days
for a single room, Right mam?
Mrs. Leone -yes right and can you please arrange a
safety locker facilities in my room?
Front office- yes mam safety locker is the facility given
by our hotel to our guest this is the manual where you
will get the knowledge, how to use your safety locker.
Mrs. Leone- oh great, Thank you very much.
Front office-you are welcome mam, Mrs. Shraddha will
guide you to your room. Thank you mam
Mrs. Leone - thank you very much.

36. Mrs. Mukta fills the reservation
form of the hotel

37. She had a complaint with
the bell boy but then it was
managed to solve it

38. Mrs. Leone wants to book a car to go to a meeting
whilehis stay in the hotel
Mrs. Leone-This is from room no 333, I want to book a car for today.
Front office-sure mam, please be on line I will just transfer your call
to the concern department
(front office transfers the call to the concierge and inform about
booking a car for Mrs. Leone )
Concierge – good morning mam, how may I help you?
Mrs. Leone- good morning this is Mrs. Leone from room no 333
wanted to book a car for a meeting
Concierge- may I get the timing you will leave and your destination.
Mrs. Leone-I will be leaving in afternoon at 4 Manmad HPCL office
Concierge- sure mam it will be done, I will be sending my person to
your room by 3:50 to take you to Manmad HPCL office.
Mrs. Leone-thank you very much.
Concierge-have a good day Mrs. Leone (the concierge arranges a
car and informs the driver, also prepares the bill for it and submits it
to the front desk)

39. Time for Birthday
during stay
Front office- Mrs. Leone , room no 333 is
celebrating her birthday today in our hotel
who is our CVGR guest.
Simon- Sure, I will arrange a
complimentary cake to the guest.
(Simon arranges a
complimentary cake for Mrs. Leone and
asks the bell boy to deliver it to his room)

40. Mrs. Leone want to
send a mail

41. DEPATURE
Mrs. Leone-hello this is Mrs.
Leone from room no 333.
Front desk- good morning
mam! How may I help you?
Mrs. Leone-today I will be
leaving by 12 noon. Please
keep my details and bill
ready.
Front desk- sure mam.

42. Mrs. Leone- arrives at the front
desk for check out the front
desk gives her all the bills. As
she was a CVGR the company
was going to pay for the bill
Mrs. Leone signed on the bill
and fills the feedback form and
leaves the hotel
AT THE
RECEPTION

43. EXPLAINHOWTHEHOUSEKEEPING
DEPARTMENTCONTRIBUTESTOWARDS
EARNINGHOTELREVENUE.ALSO,
PREPAREA LAYOUTOFA STANDARD
ROOMIN A HOTEL,EXIBITINGTHEBASIC
AMENITIESANDFACIITIESPROVIDED
TASK - 3

44. HOUSEKEEPING
Housekeeping refers to the
management of duties and chores
involved in the running of a
household, such as cleaning, cooking,
home maintenance, shopping, laundry
and bill pay. These tasks may be
performed by any of the household
members, or by other persons hired to
perform these tasks. The term is also
used to refer to the money allocated
for such use.[1] By extension, an office
or organization, as well as the

45. HOUSKEEPING DEPARTMENT
 In general, housekeeping departments are in charge of
keeping buildings clean. They sweep, mop, dust, vacuum and
clean the bathrooms. Housekeeping staff also clean windows
and public areas, and they often remove trash and deposit it
in the building's dumpsters. Many refill toilet paper rolls and
hand soap in the bathrooms, and keep an eye out for issues
such as burned-out light bulbs that need replacing,
sometimes changing the bulbs or telling maintenance about
the issues.

46. SUB-SECTIONS OF HOUSEKEEPING DEPARTMENT

47. SEVICES
OFFERED
Establish a welcoming atmosphere and
ensure courteous, reliable service from all
the staff of the department.
Ensure a high standard of cleanliness and
general upkeep in all areas for which the
department is responsible.
Provide linen in room, food services areas
etc and maintain an inventory for the same.
To provide uniforms for all the staff and
maintain adequate inventory for the same
same.
Deal with the lost and found articles. This
ensures the smooth running of the
department.

48. HELPS IN EARNING REVENUE
They don't directly earn revenue, but as support staff
their Job is vital for generating revenue. The work
behind the cleaning , disinfecting , and remaking rooms
and now well they do that is one of the main part of a
guest experience, if anything is wrong in the room. The
guest will complain and ask for their money back. They
will. Most likely Or not return to the hotel. Either instance
the hotel loses revenue. Without a housekeeping dept a
hotel can't survive. In many ways THEY are the hotel

49. LAUNDRY AND HORTICULTURE
 The housekeeping
department provides service
to guests.
 They clean all the linens.
 Horticulture work to outside
agency.
 They maintain garden and
supply fresh flowers to hotel
on daily basis.

50. THE BASIC AMENITIES AND FACILITIES PROVIDED
AMENITIES
 Towels
 Hair brush
 Hair dryer
 Shampoo soap
FACILITIES
 Wi-Fi
 Air purifiers
 Coffee/ tea maker
 Minibar
 Television
 Telephone

51. DEMONSTRATETHERESERVATION,
CHECK-IN,DURINGSTAYANDCHECK-OUT
PROCESSUSINGTHECASESTUDYGIVEN
BYYOURTRAINER, ONTHEFEDILIO
SOFTWARE. DOCUMENTEACHPROCESS
STEPBYSTEP
TASK - 4

52. LOG-IN

53. FEDILIO SYSTEM

54. REGISTRATION FORM

55. CHECK-IN

56. ROUTINE FORM

57. APPLYSTRATEGIESANDCOME-UPWITH
APPROPRIATEANDUNIQUESOLUTIONS
INORDERTOHANDLEDIFFERENT
SITUATIONSWHICHCANOCCUR
DURINGA GUEST’SSTAY.THECASE
STUDIESCANBEON STAGESOFGUEST
STAY
TASK - 5

58. RUDENESS
Staff is rude to customers who seek them for their expected duties. Some staff
members are rude to all. Others treat certain guests with disdain due to their
personal prejudices of certain groups of people or an individual.
Rudeness may range from the outright refusal to help or serve the guest who
has a rightful expectation to the service to sheer coldness while at the same
time performing his/her duties.
In some most extreme cases, staff members may be quite demeaning and treat
guests like criminals, all when they have done nothing to deserve it. The worst
thing the guest has done is to be a customer and provide them with money
with the expectation of reasonably good service. If this is the case, the guest has
done nothing wrong, regardless of what the staff makes one think. It is purely
the staff's wrongdoing.

59. PREPAREA LAYOUTOF A STANDARDROOMAS PER
THECURRENTSCENARIOOF THEHOTELINDUSTRY.
AFTERANALYSINGTHEGUESTSUPPLIES,AMENITIES,
DÉCORAND CLEANINGSTANDARDS,DESIGNA
STANDARDROOMFORFUTURE.JUSTIFYAS TO HOW
THEHOTELWITHUPDATEDROOMFACILITIESCAN
CREATEA NICHEIN THE INDUSTRY
TASK - 6

60. LAYOUT OF ROOM

61. CURRENT
SCENARIO OF
HOTEL
INDUSTRY

62. CONCLUSION
I would like to conduct by saying that through this task I have
learnt meant things. This is because of the guidance of my
beloved mam MISS. MEENAKSHI GAJBHIYE. Through
her guidance and my hard work today I am able to present
this task.

63. THANK YOU