LANDMARKS AND MONUMENTS IN AUSTRALIA AND OCEANIA.pptx
The Pigeons Island new
1. The Pigeons Island
Beyond Your Imagination…..
A Luxury Hotel Project
Nilaveli Beach
Trincomalee
By: - Geeth Priyankara
Accommodation Operations
325
2. Acknowledgement
My heart full gratitude is extended to;
Madam Irandi Wijegunawardane for her unconditional
support, guidance.
I value this golden opportunity given in assigning the
project which enhanced both my knowledge & professional
skills.
All the faculty members at SLITHM who helped and
supported me in numerous ways throughout my journey in
the hotel school.
Finally I thank all the hoteliers who provided me with their
valuable ideas & suggestions to make this project
success…
Mr. Rizwan Kahladeen
Room Divisions Manager
Galadari Hotel
Colombo
3. CONTENT
1. Introduction
2. Vision, Mission & Core Values
3. Layouts of ; -
I. The hotel
II. A sea nest room
III. The Lobby / Front Office
IV. The Housekeeping Department
4. Color Scheme
5. Lighting System
6. Services & Facilities
7. Financial Plan -
I. Capital expenditure of Front Office
II. Capital expenditure of Housekeeping Department
III. Capital expenditure of a Guest room
IV. Linen Budget
V. Amenities Budget
8. Pricing Policy
9. Purchasing Policy
10.Surfaces & Cleaning procedures
11.The Front Office Department
I. Hierarchy
II. Job description & tasks
12.The Housekeeping Department
I. Hierarchy
II. Job description & tasks
13.Training & Development
14.Market Plan
15.Market Survey
4. INTRODUCTION
The Pigeons island hotel comprises of 40 exclusive luxury chalets in the “port city” called
Trincomalee on the east cost of Sri Lanka.
It is equipped with the latest technological equipments, modern furniture, and facilities to
cater it’s customers through greatest & innovated experience.
6. Climate
Coordinates: 8°34′0″N 81°14′0″E / 8.566667°N
81.233333°E
Country; Sri Lanka
Province; Eastern
District;
Trincomalee
DS Division; Town & Grivets
Government Type ; Urban Council
Mayor Area; 7.5 km2
(2.9 sq mi)
Population; 101,958
Density; 13,594/km2
(35,158/sq mi)
Time zone; Sri Lanka Standard Time Zone (UTC+5:30)
7. ATTRACTIONS
Historical sites;
The Koneswaram Temple
Most of the Tamils and Sinhalese believe that this place is sacred to them and they are the
indigenous people of the area. Trincomalee and its environs have both Hindu and Buddhist
sites of historical importance. These sites are sacred to the Hindus and Buddhists.
Even though King Mahasena demolished the Sivan Temple and built a Mahayana Buddhist
temple on the hilltop the Sinhala Buddhists maintained good peaceful relationships as
Theravada Buddhism does not advocate any conflicts with Hinduism and maintained
excellent relationships.
The Konēsvaram temple attracted pilgrims from all parts of India. The Koṇēsvaram shrine
itself was demolished in 1622 by the Portuguese (who called it the Temple of a Thousand
Columns), and who fortified the heights with the materials derived from its destruction.
Some of the artifacts from the demolished temple were kept in the Lisbon Museum including
the stone inscription by Kulakottan (Kunakottan). It has an emblem including two fish and is
engraved with a prophesy stating that, after the 16th century, westerners with different eye
colors will rule the country for 500 years and, at the end of it, rule will revert back to
Vadugus. The Hindu temple was also documented in several late medieval texts such as the
Konesar Kalvettu and the Dakshina Kailasa Puranam.
8. Buddhist historical sites
There are several Buddhist historical sites around the Trincomalee, meaning that there had
been a Buddhist inhabitance in the area for many centuries. These include the famous
Seruwila Mangala Raja Maha Vihara (Seruwila Temple), south of the trinco town, which is
under consideration to be declared a UNESCO world heritage site dating back to 2nd century
B.C. the Sri Gajaba Len Vihara (Sri Gajaba Cave Temple), Tiriyay temple and the Welgam
temple.
The Dutch Fort
The entrance to the roadway leading to Koneswaram is actually the entrance to what used to
be Fort Fredrick. The fort was built in 1623 by the Portuguese and captured in 1639 by the
Dutch. It then went through a phase of dismantling and reconstruction and was attacked and
captured by the French in 1672.
The Navy Base
On January 8, 1782 the British captured the fort but the French recaptured it on August 29 of
the same year. In 1783 the French ceded it to the British and subsequently Britain ceded it to
the Dutch. In 1795 the British recaptured and held it until Sri Lanka's independence in 1948.
The importance of Fort Fredrick was due to Trincomalee's natural harbor. Through
Trincomalee, it was believed a strong naval force could secure control of India's Coromandel
Coast.
Prior to the Second World War the British had built a large airfield to house a permanent
RAF base, RAF China Bay and a fuel storage and support facilities for the Royal Navy and
HMS Highflyer naval base based there. After the fall of Singapore, Trincomalee became the
home port of the Eastern Fleet of the Royal Navy, and submarines of the Dutch Navy.
Until 1957, Trincomalee was an important base for the Royal Navy and was home to many
British people who were employed by the British Admiralty. One of the places inhabited by
the British was Fort Fredrick which is now occupied by the Sri Lankan Army. Some of the
old buildings in the fort were used as residences, including one previously occupied by The
Duke of Wellington. In the early 1950s The British Government built groups of bungalows
within the Fort specifically for their employees.
These bungalows still exist and provide accommodation for soldiers of the Sri Lankan Army.
One of the groups of bungalows was named Edinburgh Terrace. Children of the British
residents attended a Royal Naval School which was part of the Naval Base.
9. Sri Lankan naval ship at Trincomalee
The naval and air bases were take over by Sri Lanka in 1957, today SLNS Tissa and SLN
Dockyard are used by the Sri Lankan Navy, while the Sri Lanka Air Force is based at SLAF
China Bay. The Sri Lanka Army has its Security Forces Headquarters - East in Trincomalee.
Trincomalee War Cemetery, is one of the six commonwealth war cemeteries in Sri Lanka, it
is maintained by Sri Lankan Ministry of Defense on behalf of the Commonwealth War
Graves Commission.
The Navy Base is home to a naval museum called The Hoods Tower Museum. The name of
the museum refers to a watchtower built on a hill commanding a 360-degree view of the
harbor and the bay.
Harbor
10. Trincomalee's strategic importance has shaped its recent history. The great European powers
vied for mastery of the harbor. The Portuguese, the Dutch, the French, and the English, each
held it in turn, and there have been many sea battles nearby.
The harbor, the fifth largest natural harbor in the world, is overlooked by terraced highlands,
its entrance is guarded by two headlands, and there is a carriage road along its northern and
eastern edges.
Trincomalee's location, in a less well developed and sparsely populated area has in the past
hampered its own development. Nevertheless plans are under way to develop Trincomalee as
a commercial seaport.
11. Hot springs
There are the seven hot springs of Kanniya (Kal = stone; niya = land), on the road to
Trincomalee. A high wall bounds the rectangular enclosure which includes all seven springs.
Each is in turn enclosed by a dwarf wall to form a well. The water is warm, the temperature
of each spring being slightly different. The use of the springs for bathing is controlled by the
neighboring Mari Amman Kovil, who holds the lease of the wells.
Deutsche Welle Relay Station
There is a Deutsche Welle Shortwave and Medium wave Relay Station in Trincomalee. It
was not adversely affected by the Tsunami of 2004 because of the sea terrain around
Trincomalee. Deutsche Welle started broadcasting from Trincomalee Relay Station in 1984.
The Pigeon Island
12. Pigeon Island National Park is one of the two marine national parks of Sri Lanka. The
national park is situated 1 km off the coast of Nilaveli, a coastal town in Eastern Province.
The island's name derives from the Rock Pigeon which has colonized it. The national park
contains some of the best remaining coral reefs of Sri Lanka. Pigeon Island was designated
as a sanctuary in 1963. In 2003 it was re designated as a national park. This national park is
the 17th in Sri Lanka. The island was used as a shooting range during the colonial era.
Physical features
Pigeon Island consists of two islands; large pigeon island and small pigeon island. The large
pigeon island is fringed by a coral reef, and is about 200 m long and 100 m wide. The small
pigeon island is surrounded by rocky islets. The national park is situated within the dry zone
of Sri Lanka. The mean annual temperature is around 27.0 °C (80.6 °F). The annual rainfall
ranges between 1000-1700 mm while most of the rain is received during the North-eastern
monsoon season from October to March.
Flora and fauna
The large pigeon island's coral reef's vegetation is dominated by Acropora spp. with some
Montipora spp.Faviidae, Mussidae and Poritidae species dominate the coral reef around the
rocky islets. Areas with soft corals such as Sinularia, Lobophyton, and Sarcophyton can also
be observed. The coral reef harbors many Vertebrates and Invertebrates. Many of the 100
species of corals and 300 coral reef fishes recorded around the Trincomalee area are found in
the national park. Hawksbill turtle, Green turtle and Olive Ridley are the visiting sea turtles
of the coral reef. The island is important breeding ground for the Pigeon. Black tip reef Shark
is also frequently seen around the reef while snorkeling and diving.
Conservation
Fishing and ornamental fish collections are the main economic usages of the coral reef. The
pigeon island is also used as a scuba diving site. Uncontrolled tourism has resulted in reef
degradation and loss of biodiversity and fish density. Scientific research was hindered due to
the civil war in the past two decades. A proposed pier between the mainland coast and the
island has attracted criticism.
13. Vision
To be in paramount by providing accommodation & refreshment in the Hospitality sector
Mission
We shall create selections of exclusive holiday packages, mouth watering delicious foods at
any given moment to our valued customers, in a mind blowing surrounding.
Core Values
Pursuit of Excellence
HR Excellence
Customer driven Management practices
Motivated Organization Culture
Committed Services
Protected Integrity
Extended Sincerity
Dedicated Performances
Dependability as a Characteristic
14.
15. Layout of the Hotel
1) Main Entrance / Gate / Security Point
2) Main Poarch
3) Lobby
4) Front Office Department
5) Housekeeping Department
6) Laundry
7) Engineering Department
8) Staff Entrance / Gate
9) Garden With Sun Beds
10) Land Nests Wing 01
11) Beach
12) Sea
13) Sea Nests Wing 01
14) Sea Nests Wing 02
15) Guest Relations Office
16) Land Nests Wing 02
17) Swimming Pool
18) Service Corridor
19) Kitchen Department
20) Food & Beverage Department
21) Main Restaurant
22) Shopping Complex
16. Lobby Layout
1) Main Poarch
2) Lobby Entrance
3) Lobby
4) Reception Counter
5) Reception Back Office
6) Service Corridor
7) Ponds
8) Events & Information Display
9) Main Guest Corridor To Rooms
10) Main Restaurant
11) Sofa Sets
17. Housekeeping Department
1) Entrance
2) Executive Housekeeper Office
3) Housekeeping Desk Office
4) Store Room
5) Linen Exchange Counter / Rolling
6) Flower Room
7) Tailor
8) Fridge
9) Linen Out From The Laundry & Laundry Entrance
Front Office Department
1) Entrance
2) Front Office Manager Office
3) Baggage Room / Stationary Store
4) Reservation Office
5) Telephone Operator Room
6) General File Racks
7) Fax Machine & Photocopier
8) Fridge
19. Color Scheme
Lobby Area
Walls
Furniture
Ceiling
Floor
Fittings
Pink
Light green
White
Ivory
Light Blue
Guest Room
Ceiling
Walls
Floor
Furniture
Bed sheets
Curtains
White & Ivory
Pink
Light Green
Light Green
Pink & Blue
Light Blue
Bath Room
Vanity Counter
Shower Curtain
Walls
Ceiling
Floor
Ivory & White
Light Blue
Light Blue &
White
Light Blue &
Ivory
White & Ivory
Restaurants
Walls
Ceiling
Furniture
Floor
Napkins
All surfaces in
light Blue &
Ivory
20.
21. Lighting System
Types of Lighting - ;
It is important to use a combination of general lighting, ambient lighting, task lighting and
accent lighting to fulfill deferent purposes.
On an overcast day general lighting will be needed as back up for natural
lighting.
General lighting is mandatory in interior when no windows exist and for night
occupation.
Task lighting will be use for specific work areas like kitchens durin day &
night.
Accent lighting will be used primarily at night and open areas.
Lighting Economy - ;
Use dynamic switches to control and lower the voltage
Open spaces flow natural light in
Install extra light switches at each doorways to turn off tights without
inconvenience
Use motion sensors to switch on lights when a room is occupied & to switch
off when un occupied
Use energy saving florescent lights
22.
23. Hotel Services & Facilities
Complimentary broadband internet (in-room and wireless in public areas) to all in-
house guests
Babysitting services
Barber and beauty salon
Concierge
Conference and banqueting rooms
Currency exchange
Daily newspapers and magazines (both local and international)
Daily shuttle by Colombo to Trincomalee
Florist
Gift shop
In-house shopping arcade with shops, fashion apparels, tailor and drugstore
Laundry and valet service
Limousine and transportation service
Tour counter
Restaurants, bars and lounges
Fitness Centre
Spa
Outdoor swimming pool with sun deck
Landscaped garden
27. Capitol Expenditure of a Guest Room
ITEM UNIT UNIT PRICE TOTAL
Bed ( 72' * 72' ) 1 35000.00 35000.00
Metress 1 20000.00 20000.00
Bed side Table 2 4000.00 8000.00
Bed Side Lamp 2 3000.00 6000.00
Closet 1 4500.00 4500.00
Baggage Rack 1 3500.00 3500.00
Writing Table 1 8000.00 8000.00
Writing Table Chair 1 2500.00 2500.00
Writing Table Lamp 1 6000.00 6000.00
TV Table 1 25000.00 25000.00
Plasma Television 1 72000.00 72000.00
Waste Paper Bin 1 200.00 200.00
Sofa Set 2 6500.00 13000.00
Coffee Table 2 6500.00 13000.00
Standing Lamp 4 1500.00 6000.00
Heavy Curtain 2 2500.00 5000.00
Light Curtain 2 1800.00 3600.00
Mini Bar 1 8500.00 8500.00
Telephone 2 1500.00 3000.00
Sun Beds 2 2300.00 4600.00
DVD Player 1 5500.00 5500.00
Hair Drier 1 2300.00 2300.00
Full Length Mirror 1 3000.00 3000.00
Bath Room Mirror 1 5000.00 5000.00
Vanity counter Light 3 3500.00 10500.00
Bath Tub 1 15000.00 15000.00
WC 1 24000.00 24000.00
Vanity Sink 2 15000.00 30000.00
Silver Plated Tap 3 4000.00 12000.00
Safety Deposit Box 1 40000.00 40000.00
Water Globlets 4 180.00 720.00
Shower Head 1 300.00 300.00
Ash Tray 1 120.00 120.00
Umbrella 1 300.00 300.00
Hangers 10 40.00 400.00
Pillow 5 2000.00 10000.00
Towel Hanger 2 2000.00 4000.00
Toilet Paper Holdet 2 1000.00 2000.00
Wooden Door ( Main ) 1 25000.00 25000.00
Wooden Door ( Bath Room ) 1 8500.00 8500.00
Balcony Sliding Door 2 18000.00 36000.00
Wooden Floor 1 65000.00 65000.00
Individual AC Unit 1 80000.00 80000.00
627040.00
28. Linen Requirement for 40 Rooms
ITEM PER ROOM ROOMS TOTAL
Double Bed Sheet 3 40 120
Double Metress Protector 1 40 40
Double Covelet 1 40 40
Double Blanket 1 40 40
Pillow Cases 5 40 200
Bath Towel 4 40 160
Face Towel 4 40 160
Hand Towel 4 40 160
Bath Mats 3 40 120
Bed Side Rugs 2 40 80
Bath Rob 2 40 80
Linen Budget for 40 Rooms with 03 Par Levels
ITEM REQUIRNMENT PAR UNIT PRICE TOTAL
Double Bed Sheet 120 3 2000.00 720000.00
Double Metress Protactor 40 3 1500.00 180000.00
Double Covelet 40 3 4000.00 480000.00
Double Blanket 40 3 3000.00 360000.00
Pillow Cases 200 3 250.00 150000.00
Bath Towel 160 3 1500.00 720000.00
Face Towel 160 3 1000.00 480000.00
Hand Towel 160 3 500.00 240000.00
Bath Mats 120 3 600.00 216000.00
Bath Rob 80 3 3000.00 720000.00
4266000.00
29. Guest Room Amenity Budget
ITEM REQUIRNMENT ROOMS DAYS UNIT PRICE TOTAL
Note Pad 2 40 365 10.00 292000.00
Lighter 1 40 365 25.00 365000.00
Laundry Bag 2 40 365 8.00 233600.00
Triplicate Lanudry List 2 40 365 3.00 87600.00
Good Niht Card 1 40 365 10.00 146000.00
DND Card 1 40 365 10.00 146000.00
Early B'Fast Card 1 40 365 20.00 292000.00
Pair of Slipers 2 40 365 150.00 4380000.00
Nescafe Sache 4 40 365 8.00 467200.00
Black Tea Bag 4 40 365 10.00 584000.00
Green Tea Bag 4 40 365 10.00 584000.00
White Sugar Bag 4 40 365 6.00 350400.00
Brown Sugar Bag 4 40 365 6.00 350400.00
Law Calery Sugar Bag 4 40 365 8.00 467200.00
Envelop 2 40 365 2.50 73000.00
Letter Heads 2 40 365 4.00 116800.00
Pens 1 40 365 12.00 175200.00
Pencil 1 40 365 6.00 87600.00
Soap 2 40 365 8.00 233600.00
Shower Cap 2 40 365 5.00 146000.00
Bath Foam 2 40 365 45.00 1314000.00
Shewing Kit 1 40 365 45.00 657000.00
Water Bottles 2 40 365 20.00 584000.00
Tissue Box 2 40 365 30.00 876000.00
Toilet Peper Role 2 40 365 20.00 584000.00
Sanitory Bag 2 40 365 3.00 87600.00
Glass Mat 2 40 365 3.00 87600.00
13767800.00
30. Pricing Policy
Total Number of Rooms 40
Projected Cost SLR 1,850,659,930/00
Loan from Central Bank SLR 110,500,000/00 (10% of Annual Interest Required)
Owner Investment SLR 1,740,159,930/00 (15% of Annual Interest Required)
Projected Occupancy 90%
Total rooms sold per year 13,140 (40 * 0.90 * 365)
Income tax rate 12%
Property Tax Expenses SLR 150,000/00
Insurance Expenses SLR 45,000/00
Estimated Depreciation SLR 250,000/00
Administrative SLR 200,000/00
Data Processing SLR 100,000/00
Human Resource SLR 70,000/00
Transportation SLR 40,000/00
Marketing SLR 23,000,000/00
Property Maintenance SLR 300,000/00
Energy Related SLR 250,000/00
Estimated F& B income SLR 300,000/00
Estimated Departmental Loses SLR 150,000/00
Other Income SLR 1,050,000/00
Estimated Rooms Dept Direct Operating Expenses SLR 1500/00 (per occupied room)
31. Room Rate Calculation
Desired net income = SLR 1,740,159,930/00 * 0.15 = SLR 261,023,989.5/00
Per Tax Income = SLR 261,023,989.5/00 / 1-0.25
= SLR 348,031,986/00
Interest Expenses SLR 110,500,000/00 * 0.1 = SLR 11,050,000/00
Required Income before Taxation = SLR 348,031,986/00 + SLR 11,050,000/00
= SLR 359,081,986/00
Estimated Property Tax, Depreciation & Insurance = SLR 445,000/00
Income Prior To Fixed Charge = SLR 359,526,986/00
Undistributed Operating Expenses = SLR 23,960,000/00
Required Operated Departments Income = SLR 383,486,986/00
Departmental Results Excluding Rooms -;
F & B Income = SLR 300,000/00
Other Departmental Income = SLR 250,000/00
Departmental Losses = SLR 150,000/00
Rooms Department Income = SLR 383,886,986/00
Rooms Department Direct Expenses = 13,140 * SLR 10/00 = SLR 131,400/00
Room Revenue = SLR 384,018,386/00
Number of Rooms Sold = 13,140
Required Average Room Rate = SLR 29,225/00 ($ 300)
32. Purchasing Policy
Sample of a Store Requisition
Department: ………… Date: …………
Serial No: ………..
No Item Qty Qty Issued Rate Total Remarks
Ordered By: ………… Issued By: ………
Authorized By: Received By: …
Stores Requisition
Stores Order
Purchase
Requisition
Purchase Order
Recieving
G.R.N
33. Store Order
Done by Departmental heads to the Purchasing Manager, Stores order is traced when the
staff is not available in the stores.
Purchase Requisition
Name of the Supplier: …….. Serial No: ……
Address: ……. Date: ……
Contact No: …….
Fax No: ……
Receiving Date: …….
Item/Order No Specification Rate Qty Total
Purchasing Manager: ……………..
34. Sample Purchase Order
Order No: …… Order Date: …….
To: …… Payment Terms: …..
From: …….
Delivery Date: …..
Qty Ordered Description Unit Shipped Unit Cost Total Cost
Total Cost: ……….
Importance:
This purchase order expressly limits acceptance to the terms and condition stated above,
noted on the reverse side here of, and any additional terms and conditions affixed here to or
otherwise referenced.
Authorized Signature: ………………………….
35. Surfaces & Cleaning procedures
General Sequence for Guest room cleaning:
Step 01 - Enter the room
Step 02 – Began Cleaning, tidy and air out the room
Step 03 – Strip the bed
Step 04 – Make the bed
Step 05 – Dust the room
Step 06 – Clean the Bath room
Step 07 – Seal, Wax & Buff the floor
Step 08 - Make a final check
Step 09 – Close the door & make sure it is locked
Step 10 – Note the room status on the assignment sheet & proceed to the next room
Cleaning Procedure of a guest room:
Equipment:
Hand Caddy stocked with cleaning supplies
Light Bulbs
Clean Ashtrays & Lighter
Waste Bin liner
Procedure:
1) Take hand caddy from the cart & carry into the room
2) Turn on all the lights, replace any burned-out bulbs
3) Open the Draperies, check drapery codes & hooks
4) Open the balcony sidings & check for any breakages
5) Note if any damaged or missing items
6) Empty the ashtrays, Dust bins & clean
7) Call room service if there is any empty food trays available
8) Report, if found any personal belongings left in the room
36. Stripping the Bed:
9) Remove any clothing or personal items from the bed
10) Remove the bedspread, blanket and place them on chair
11) Check the bedspread, blanket for any stains, burnt marks
12) Remove pillow cases
13) Remove bed sheets
14) Put the soiled linen in to the soiled bag in the cart
15) Check under the bed for trash or any items left
Making the Bed:
16) Center the bottom sheet on the mattress, so equal amount of sheet
hang over each side of the bed
17) Miter the bottom sheet at the upper left corner of the bed
18) Tuck in bottom sheet along the left side of the bed
19) Lay the top sheet on the bed, rough side up
20) Lay the blanket on the top of the sheet
21) Turn the top sheet over the blanket about six to eight inches, at the
head
22) Miter the top sheet and blanket at the lower left corner of the bed
23) Tuck in the top sheet and the blanket along the left side of the bed
24) Walk to the other side of the bed & miter the bottom sheet at the
lower right corner of the bed
25) Miter the top sheet and blanket at the lower right corner of the bed
26) Miter the bottom sheet at the upper right corner of the bed
27) Tuck in the bottom sheet along with the right side of the bed
28) Turn the top sheet over the blanket as in step 10)
29) Make sure the blanket & sheets are tucked in neatly along the side
and foot of the bed
30) Center the bedspread, make sure the seams and pattern of the spread
are straight
31) Fold the bed spread down from the head, leaving enough room to
cover the pillows
32) Slip the cases over the pillows
33) Place the pillow at the head of the bed and bring the bread spread
over them, tuck in the bed spread beneath the pillows
34) Finally check the bed for smoothness, neatness & tidiness
37. Dusting:
35) Using a cloth spray with dusting solution dust item located on walls
or high off the floor, work clock wise
36) Dust & clean mirrors, glasses by spraying glass cleaner
37) Dust & polish the dresser, open the drawers and dust inside
38) Disinfect & check the telephones
39) Dust the Television
40) Dust all the tables starting from the top level to the legs
41) Clean walls
42) Clan the door
43) Replace Stationeries & Amenities
Cleaning the Bath room:
44) Turn on lights, replace any burnt-out bulbs
45) Remove used towels, face towels, Hand towels & the bath mat
46) Empty the sanitary bin & the waste bin, wipe those
47) Flush the WC, apply toilet cleaner & rest for while, proceed with
other cleanings
48) Clean the shower cubicles & bath tub using all purpose cleaning
49) Check & clean the walls
50) Clean the shower curtain
51) Clean the fixtures & polish them
52) Clean the vanity counter & sink
53) Clean the water drains with running hot water
54) Clean the mirrors & dry the vanity counter
55) Brush the WC thoroughly & dry the surface, place sanitary belt
56) Wipe all the hang bars, light fittings using a dry duster
57) Replace all the bathroom amenities
58) Scrub the floor starting from the inner to the door side & dry the floor
59) Spray little amount of air freshener
Final touch up:
60) Check the room again to verify whether anything to be done, adjest
the curtains well, buff the floor filially
61) Close the door & tick it done on your working sheet
39. Hierarchy
Front Office Manager
Front Office
Supervisor
Guest Servises Agent
Receptionists,
Reservation Agents,
Telephone Operators
& Cashiors
Bell Captain
Bell Boys
40. Job Specification of Front Office Personnel
The organization considers the following traits important for the success performance of the
Front Office work.
1) Professional Demeanor :
Report to work on time
Positive attitude towards the organization & work
Maturity in Judgment
Composure in difficulties
Appear likeness n business
2) Congenial Nature :
Genuine smile
Exhibit Cordial & pleasant behavior
3) Attitude :
Sensitive
Sense of Humor
Intelligence
Respondents
Creative
4) Flexibility :
Willingness to work on deferent situations
Understand subordinates
Should be a Team Player
5) Appearance :
Dress appropriately to meet the property standards on
wear & care of uniforms
41. Job description of Front Office Manager
Main Function:
To directly overlook all the front office personnel. And ensure proper completion of all front
office duties.
Duties & Responsibilities:
Assist in the General Manager at any given time
Participate in the selection of front office personnel
On the job training
Staff allocating
Supervise work loads
Evaluation of job performance of the staff
Conduct coordinated work force with all the departments
Maintain positive & effective communication
Attend to guest problems & find solutions efficiently
Delegate routine work among the staff
Work to the budget
Conduct departmental meetings
44. Job Specification of Housekeeping Personnel
Respect the team spirit & maintain high standard of cleanliness of the hotel premise.
Duties & Responsibilities:
1) Punctuality
2) Equipped with all the necessary tools for day’s work
3) Notify the desk attendant if any maintenance defects in the room
4) Handle linen in proper manner
5) Conduct safe & clean working procedure
6) Knowledge in store management
7) Ability to follow supervisors instructions
8) Ability to work as a team player
9) Sound knowledge in reading manuals & operating all the machinery
10) Ability of filling reports & other necessary documents
11) Read & follow the company procedures
12) Pleasant attitude towards the guests & co workers
45. Summery of Staff for Front Office Department
Description Budgeted Head Count
Front Office Manager 01
Front Office Supervisors 04
Bell Captains 02
Guest Services Agent 02
Receptionists 08
Bell Boys 06
Total Budgeted Head Count 23
Number of Rooms 40
Ration 40/23 = 2 rooms/pp
Summery of Staff for Housekeeping Department
Description Budgeter Head Count
Executive Housekeeper 01
Housekeeping Supervisor 04
Laundry Supervisor 04
Linen Room Attendant 02
Room Attendant 08
Public Area Attendant 03
Laundry Attendant 04
Total Budgeted Head Count 26
Number of Rooms 40
Ration 40/26 = 2 rooms/pp
46. Training & Development
Step 01:
Issuing the letter of appointment, indicating the salary & benefit package, leave
entitlement & other conditions of service.
Step 02:
After recruited he or she should be given an orientation program, covering certain aspect
of the operation.
Introduction to key department Heads
Walk through deferent departments
Brief on company disciplinary code
Company overall goals & customer is the first culture
Step 03:
Departmental orientation program which will cover the following points;
Introduction to the team & a welcome by the department head
Detail description of the department
Working hours, shift work
Introduction to various systems , reports & procedures
Hand over the training & development program
47. Five Day Front Office Training Program
Day 01:
Report to work on time
Wear proper uniform
Communicate with supervisors
Observe the procedures
How to handle message
Handling packages
Key controlling
Day 02:
How to Greeting guests
Determine their wants
Check in guests
How to post bills to guest folios
How to take room reservations
Day 03:
What are control sheets
Escorting guests
Answering telephones
Security aspects of the hotel
Day 04:
Handling Check outs
Handling guests mails
Completing log sheets
Up selling
Day 05:
Check revenue reports
How to Preparing revenue sheet
How to prepare business reports
Knowledge in night audit process
48. Market Promotional Plan
Situation Analysis (SWOT) :
The Target Audience :
The hotel will be target the high spending up scaled locals & foreigners.
Develop the communication objective :
Will build an awareness level of 35% among the foreign & local up scale customers
with in six months.
Motive 20% of them to purchase the product with in 10 months.
49. Promotion Strategies :
Push Strategy (Trade Promotion)
Pull Strategy :
Free Offers
Special Packages
Club Memberships
• Hotel
COMPENY
• Local Travel
Agents
• Forign Tour
Operators
AGENTS
• Comissions
• Packages
CUSTOMERS
CUSTOMERS COMPENY
50. Advertising:
Will be done through Electronic media & News papers, as to convey the message to
mass market. (Above the line)
Composing letters to tour operators, poster campaigns, Banners & outdoor promos,
will be done in Air lines, Banks, Them parks to attract specific scaled people.
Promotional Budget :
Activity Value “000”
Advertising 3000
Promotions 2000
Events in UK 4000
Events in USA 4500
Events in Russia 3000
Events in Japan 3000
Events in German 3500
Total Budget 23000
Implementation & Evaluation Process :
Monthly review of advertising champagne
Evaluate the sales figures for each end & compare with standard amount
Get the feed back from the customers to audit the service quality
Evaluate the performance of employees & provide arrangements for the week
variances
