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UNIT – 3 & 4 HOTEL MANAGEMENT AND RESERVATION


SUBMITED BY : SYED SHABBIR HUSSAIN.
SUBMITTED TO : MR.SUNNY.
SUBMITTED ON : 20-04-2012
BATCH CODE : B1/AHS.
CENTER : HIMAYAT NAGAR,HYDERABAD.
YEAR : 2011 – 2012.
CONTENT

•   ACKNOWLEDGEMENT.
•   INTRODUCTION TO HOSPITALITY INDUSTRY.
•   HISTORY OF HOTELS.
•   PASS TASK 1 – LO1.
•   PASS TASK 2 – LO2.
•   PASS TASK 3 – LO3.
•   PASS TASK 4 – LO4.
•   CONCLUSION.
•   BIBLOGRAPHY.
ACKNOWLEDGEMENT


• I am very grateful for the strong support and
   guidance provided to me by my Hospitality
   teacher Mr. SUNNY, who helped me for good
   knowledge about Hospitality Industry and also
   helped me in preparing this project.
  I am very thankful to him for the same.
INTRODUCTION TO HOSPITALITY INDUSTRY

• Many peoples’ definition of hospitality extends
  only to restaurants and hotels.
• In reality, it goes far beyond this and includes any
  organization that provides food, shelter and other
  services to people away from home.
• When viewed in this light, the hospitality industry
  can be quite large and far reaching.
• Also, the numerous career opportunities become
  readily apparent .
• Students considering entering the field of
  hospitality should take into consideration all of
  the types of businesses that hospitality
  encompasses but also, the various career streams
  in functional areas across segments (such as
  accounting, finance, marketing, human
  resources, etc.).
• One of the common threads that binds all
  segments together is the service orientation that
  exists – one must possess this in order to be
  successful.
• An interesting note: Over the last 10 years, other
  types of businesses have begun to recognize the
  unique combination of skills that hospitality
  students possess – the combination of sound
  business and management along with a service
  orientation.
• As a result, other industries have begun to recruit
  hospitality graduates including health care and
  retail.
PASS TASK – LO1
DOMESTIC CHAIN OF HOTELS
The Oberoi Group, founded in 1934, operates 28 hotels and
  three cruisers in five countries under the luxury ‘Oberoi’ and
  five-star ‘Trident’ brands. The Group is also engaged in flight
    catering, airport restaurants, travel and tour services, car
     rentals, project management and corporate air charters.
 Oberoi Hotels & Resorts is synonymous the world over with
       providing the right blend of service, luxury and quiet
  efficiency. Internationally acclaimed for all-round excellence
  and unparalleled levels of service, Oberoi hotels and resorts
 have received innumerable awards and accolades. The Group
                           has a number
of hotels worldwide, latest hotel additions being in Singapore,
        Saudi Arabia, Sri Lanka, Nepal, Egypt and Africa.
HISTORY OF OBEROI HOTEL
• Rai Bahadur Mohan Singh Oberoi
  (August 15, 1898 — May 3, 2002)
  was the renowned Indian hotelier, widely regarded as the
  father of 20th century India's hotel business, was the
  founder Chairman of Oberoi Hotels & Resorts, India's
  second-largest hotel company, with 35 luxury hotels in
  India, Sri Lanka, Nepal, Egypt, Australia and Hungary.
• A centenarian, he is acknowledged for putting the Indian
  hoteliering on the global map by successfully establishing
  noted hotel brands like Oberoi and Trident worldwide.
• A centenarian, he is acknowledged for
  putting the Indian hoteliering on the
  global map by successfully establishing
  noted hotel brands like Oberoi and
  Trident worldwide.
• He was revered in his later years as a
  far-ranging visionary who provided a
  modern structural model for South
  Asia's tourism and hospitality services
  industry.
• He was awarded the one of India's
  highest civilian awards the Padma
  Bhushan in 2001.
THE OBEROI GROUP OF HOTELS IN INDIA
•   The Oberoi,Banglore.
•   The Oberoi,Mumbai.
•   The Oberoi Towers,Mumbai.
•   The Oberoi Hotel,Bhubaneshwar.
•   The Oberoi Grand,Calcutta.
•   The Oberoi Palm Beach,Gopalpur-On-Sea.
•   The Oberoi Raj Vilas,Jaipur.
•   The Jass Oberoi,Khajuraho.
•   The Oberoi,Delhi.
•   The Oberoi Maidens,Delhi.
•   The Oberoi Clarkes,Shimla.
•   Oberoi Vrinda Luxury House Boat
OBEROI GROUP OF HOTELS AMENITIES
•   24-hour front desk                       •   Health club
•   Restaurant(s) in hotel                   •   On-site medical assistance available
•   Bar/lounge                               •   Wireless (high-speed) Internet access
•   Air-conditioned public areas             •   Massage - spa treatment room(s)
•   Currency exchange                        •   Multiple small meeting rooms
•   Fitness facilities                       •   Parking (free)
•   Internet access in public areas - high   •   Parking (valet)
    speed                                    •   Porter/bellhop
•   Internet access - wireless               •   Room service
•   Laundry facilities                       •   Safe-deposit box - front desk
•   Medical assistance available             •   24-hour business center
•   Audio-visual equipment                   •   Security guard
•   Banquet facilities                       •   Shoe shine
•   Swimming pool - outdoor                  •   Shopping on site
•   Concierge desk                           •   On-site car rental
•   Multiple conference/meeting rooms        •   Fax machine
•   Dry cleaning/laundry service             •   Photocopy machines
•   Elevator/lift                            •   Spa services on site
•   Express check- in                        •   Suitable for children
•   Gift shops or newsstand                  •   Swimming pool
•   Hair salon
THE OBEROI,BANGLORE.
•   Super deluxe hotel set amidst lush green
    landscaped lawns, in the heart of the city.

•   LOCATION : 7 kms from Airport, 10 kms from
    Railway Station. Centrally Located.

•   ACCOMODATION : 130 rooms.

•   BANQUET & CONFERENCE : 3 meeting rooms
    accomodation 30 to 250 persons. All modern
    conference aids available.

•   LEISURE : Swimming Pool, Health Club.
    Multicuisine Restaurant.

•   ADDRESS : The Oberoi, 37-39, Mahatma
    Gandhi Road, Bangalore.
THE OBEROI,MUMBAI
• Deluxe hotel, situated adjacent to The
  Oberoi Towers on Marine Drive at the hub of
  the commercial district.

• LOCATION : 25 kms from Airport, 4 kms from
  Railway Station.

• ACCOMODATION : 350 rooms.

• BANQUET & CONFERENCE : 5 meeting rooms
  with a capacity of 50-100 persons.

• LEISURE : Swimming Pool, Health Club.
  Business Centre. Multicuisine.

• ADDRESS : The Oberoi, Nariman
  Point, Mumbai.
THE OBEROI TOWERS,MUMBAI
•   Deluxe hotel, centrally located on Marine
    Drive, the main promenade within the business
    and shopping district.

•   LOCATION : 23 kms from Airport,8-10 kms from
    Railway Station.

•   ACCOMODATION : 650 rooms.

•   BANQUET & CONFERENCE : Eight banquet rooms
    to accomodate upto 3000 persons. All modern
    conference facilities available.

•   LEISURE : Swimming Pool, Health Club.
    Multicuisine Restaurant.

•   ADDRESS : The Oberoi Towers, Nariman
    Point, Mumbai.
THE OBEROI HOTEL,BHUBANESHWAR
• Deluxe hotel, centrally located near the city
  centre amidst 12 acres of landscaped gardens.

• LOCATION : 8 kms from Airport, 5 kms from
  Railway Station, 5 kms from Downtown Area.

• ACCOMODATION : 70 rooms.

• BANQUET & CONFERENCE : Two meeting rooms
  accomodating 35 to 150 persons. All modern
  conference aids available.

• LEISURE : Swimming Pool. Tennis Court.
  Multicuisine Restaurant.

• ADDRESS : The Oberoi, CB-1
  Nayapalli, Bhubaneshwar.
THE OBEROI GRAND,CALCUTTA
•   This deluxe historic hotel, characterised by its Victorian
    architecture and spacious rooms, is centrally located
    within the main business and shopping district.

•   LOCATION : 24 kms., 2.5 kms from Railway Station.

•   ACCOMODATION : 250 rooms.

•   BANQUET & CONFERENCE : Banquet Hall & 3 meeting
    rooms. Ideal for meetings, private parties and receptions
    upto 1000 persons.

•   LEISURE : Swimming Pool, Health Club. Multicuisine
    Restaurant.

•   ADDRESS : The Oberoi Grand, 15, Jawaharlal Nehru
    Road, Calcutta.
THE OBEROI PALM BEACH,GOPALPUR-ON-SEA
• Situated on one of the finest beaches in India,
  this quiet resort hotel has most of its rooms
  overlooking the Bay of Bengal.

• LOCATION : Airport 18 kms, 17 kms Railway
  Station & Downtown Area.

• ACCOMODATION : 20 rooms.

• BANQUET & CONFERENCE : Two meeting rooms
  accomodating 45 to 55 persons.

• LEISURE : Tennis Courts. Multicuisine Restaurant.

• ADDRESS : The Oberoi Palm Beach, Gopalpur-On-
  Sea, Dist. Ganjam, Orissa.
THE OBEROI RAJ VILAS,JAIPUR
•   Within the magnificent setting of forts and palaces in the Pink
    City, the vision of Maharaja Jai Singh II, where wilderness is
    juxtaposed with art, you will find RAJ VILAS absolutely in its
    element. Its architectural style, its cool regal interiors and its
    30-acre formal garden, echo the colours and majesty of Jaipur.
    Deluxe rooms, sunken marble baths, air-conditioned tents
    with lavish bathrooms, romantic villas with private pools and
    dining pavilions offer a rare opportunity to sample the
    extravagant lifestyle of the Rajput princes.

    LOCATION : 17 kms. from Airport, 1 kms. from city centre

    ACCOMODATION : 53 Deluxe Rooms and 14 suites

    BANQUET & CONFERENCE :3 meeting rooms to a capacity of
    22 Boardroom style

    LEISURE : Outdoor swimming pool, tennis, fitness
    centre, sauna/jacuzzi, health & beauty spa, heli-
    pad, golf, riding.

    ADDRESS : Goner Road, Jaipur, Rajasthan 302004
THE JASS OBEROI,KHAJURAHO
•   Deluxe hotel set amidst landscaped lawns, a
    mere kilometer from the famous 10th century
    temples.

•   LOCATION : Airport 2 kms., 1/2 km from
    Downtown Area.

•   ACCOMODATION : 94 rooms.

•   BANQUET & CONFERENCE : Two conference halls
    to accomodate upto 150 persons.

•   LEISURE : Swimming Pool, Tennis Court.
    Multicuisine Restaurant.

•   ADDRESS : The Jass Oberoi, By Pass
    Road, Khajuraho.
THE OBEROI,DELHI
•   Deluxe hotel, centrally located and overlooking
    the prestigious 18-hole Delhi Golf Club.

•   LOCATION : 21 kms from Airport, 10 kms from
    Railway Station, 4 kms from Downtown Area.

•   ACCOMODATION : 350 rooms.

•   BANQUET & CONFERENCE : Eight banquet and
    meeting rooms. Ideal for meetings, private parties
    and receptions of upto 400 persons.

•   LEISURE : Swimming Pool. Health Club.
    Multicuisine Restaurant.

•   ADDRESS : The Oberoi, Dr. Zakir Hussain Marg.
    New Delhi.
THE OBEROI MAIDENS,DELHI
• This historic turn of the century hotel, situated
  amidst spacious gardens in the heart of old
  Delhi, is renowned for its gracious elegance
  and old world charm.

• LOCATION : 24 kms from the Airport, 10 kms
  from Railway Station, 10 kms from Downtown
  Area.

• ACCOMODATION : 53 rooms.

• BANQUET & CONFERENCE : One meeting
  room, accomodating 150 persons. All
  conference facilities available.

• LEISURE : Swimming Pool, Health Club.
  Multicuisine Restaurant.

• ADDRESS : The Oberoi Maidens, 7, Sham Nath
  Marg, Delhi
THE OBEROI CLARKES,SHIMLA
•   The hotel with the elegance of an earlier era.
    Centrally located on the main promenade near the
    shopping area.

•   LOCATION : 21 kms from Airport, 3 kms from
    Railway Station, 0.5 kms from Downtown Area.

•   ACCOMODATION : 39 rooms.

•   BANQUET & CONFERENCE : One meeting room
    with a seating capacity of 75 to 100 persons. All
    conference facilities available.

•   LEISURE : Multicuisine Restaurant.
    Hiking, trekking, ice skating, roller
    skating, skiing, golf.

•   ADDRESS : The Oberoi Clarkes, The Mall, Shimla.
OBEROI VRINDA LUXURY HOUSE BOAT
• The picturesque backwaters of Kerala are one
  of India’s most enchanting holiday destinations
  – and The Oberoi Motor Vessel
  Vrinda, Backwater Cruiser is the perfect way to
  experience it. The Oberoi Motor Vessel Vrinda
  takes guests on 3-night and 4-day journey
  through the tranquil waterways of ‘God’s own
  country’ - Kerala. Discover its rich heritage
  fascinating backwaters.
• Soak in the beautiful scenery and the local
  sights as the cruiser meanders through a series
  of picturesque canals and lakes. The luxurious
  interiors, gentle lapping of water and balmy
  breeze make this a perfectly relaxing retreat.
• Motor Vessel Vrinda sails on a three
  nights/four days itinerary, allowing guests the
  opportunity to leisurely discover the
  backwaters.
INTERNATIONAL CHAIN OF HOTELS
Accor, European leader in hotels and tourism, global
 leader in corporate services, operates in nearly 100
         countries with 150,000 employees.
PEOPLE IN CHARGE OF THE HOTEL




        Gilles Pélisson                      Serge Weinberg
Director and Chief Executive Officer   Chairman of the Board of Directors
 With more than 4,000 hotels worldwide, covering all segments
  from economy to upper upscale, Accor hospitality, the Accor's
  hotel offering, offers hotel services tailored to each customer’s
  needs.

 Accor has long positioned itself in 40 countries around the
  world as a provider of innovative services to meet growing
  demand for solutions that enable companies and public
  institutions to improve productivity, while responding to the
  legitimate aspirations of their employees and for a better
  quality of life.
ACCOR HOSPITALITY
    Budget brands :

•   Motel 6 : 910 hotels in USA and Canada.

•   Studio 6 : 46 hotels in USA and Canada.

•   Formula 1: 371 hotels in 14 countries. Rebranded and redesigned as F1 hotels in
    France.

•   Etap : 369 hotels in 11 countries. Etap hotel is implanted in Europe:
    Germany, Austria, Belgium, Spain, France, great
    Britain, Hungary, Luxembourg, Netherlands, Poland and Switzerland.

    Economy brands :
•   Ibis : 2 stars hotels. 769 hotels in 36 countries.

•   : 2-3 stars hotels. 35 hotels. The first all seasons hotel opened in France in mid-
    September 2007. All seasons has already 20 hotels in Australia.

    Midscale brands :
•   Suite hotel : 3 stars suites in Europe. 21 hotels in 4 countries.
• Mercure hotels : 3 and 4 star hotels. 756 hotels in 49 countries (3rd
  hotels network in Europe).
• Adagio : 21 apartment hotels in 4 countries.
    Upscale brands :
• Novotel hotels : 4 stars hotels in 61 countries (387 hotels).
•    : New boutique hotels with 3 hotels (4 stars) that are remarkable in
    their personality. They are categorized according to four themes:
    vision, design, history and panorama. Some were sofitel hotels.
•   : New brand relaunched in 2007. 5 stars dedicated to travelers, it
    has 11 hotels.
    Luxury brand :
• Sofitel hotels and resorts, including the new boutique-hotels so by
  sofitel and top luxury sofitel legend. 172 hotels in 52 countries.
FAMOUS HOTELS

•   The grand in Amsterdam
•   Old cataract in Aswan
•   Old winter palace in Luxor
•   Mercure hotel Seville
•   Dorint hotel tower
•   Pullman orient express
•   Sofitel dalat palace in dalat
•   Metro pole in Hanoi
•   Grand mercure puka park resort
•   Sofitel Wanda Chengdu
•   Sofitel Wanda Beijing
•   Sofitel Philippine plaza
33
London West   Beijing      Amsterdam




   New York   Dubai     Sydney Olympic Park
Dubai                Chicago




Sao-Paulo           Queensland
            Tokyo
Bratislava   Pattaya




Frankfurt    Paris
Paris               Frankfurt




Auckland   Sydney
Istanbul   Pattaya
Bangkok




Bangkok             San Antonio



Beijing
                    Singapore
40
SOME OTHER ACCOR HOTELS
• 384 hotels..69,272 rooms..58 countries.
• Modernity, innovation, inviting, fluidity and services, novotel hotels
  are designed to give customers a “natural living”.
• Novotel has a presence in city centers and in the main international
  business centers and at countless tourist destinations.
• Novotel is permanently strengthening its presence on the five
  continents: this sustained development has been illustrated in 2007
  by the opening of novotel Istanbul marmara in turkey, Accor's first
  address in the principality of Monaco - novotel Monte Carlo - and a
  brand new novotel in the heart of Vienna, novotel Wien city.
  Pursuing its expansion, novotel will be opening in 2008 its first
  hotel in Saudi Arabia - novotel al anood Riyadh -, the novotel
  Beijing phoenix in china, prior to the 2008 Olympic games, and its
  very first hotel in Argentina - novotel Buenos Aires.
 161 hotels..36,237 rooms..51 countries.
 Sofitel, the luxury trademark of the Accor group, is established in 51
  countries in Europe, Africa, the middle east, pacific Asia, and in
  north and south America.
 Because no country or town is like another, sofitel has made each of
  its hotels throughout the world a unique address.
 Associating the spirit of each place with standards of
  modernity, refinement, and absolute comfort, all combine in their
  own way with the inimitable French way of life.
 Whether their setting is a great business metropolis like Paris, new
  York or Bangkok, or nestling in the landscape in
  Indonesia, Polynesia or brazil, each sofitel hotel offers travelers a
  genuine haven of peace.
 So that each guest, for an overnight stay or longer, during a business
  trip or for a holiday, can enjoy the rich variety of these unique places
  in comfort and tranquility.
 790 hotels..89,629 rooms..39 countries.
 Ibis hotels offer excellent service and quality at the best possible
  prices: comfortable rooms with bathrooms, a 24-hour reception
  desk, a cozy bar area, snack service at any time day or night and
  usually a varied choice of restaurants.
 Ibis hotels stand out in their category by their strong concentration in
  city centers and easy access.


  Assets:
 Weekend rates valid for Friday, Saturday or Sunday…make the most
  of ibis weekend rates to get away from it all in one of almost 800 ibis
  hotels in Europe, for a weekend escapade with the one you love or
  with friends, to see the sight or just to relax...
 704 hotels..87,850 rooms..50 countries.
 Warm, individual, human: each mercure hotel has its own
  personality.
 Mercure ells form a family united around common values: the
  personality of each establishment, the quality of the attention
  reserved to all clients, its cultural reflection of the city and the
  region…
 For both business and leisure travel, the mercure network can meet
  every expectation with prime locations in city centers, at the
  seaside or in the mountains, close to an airport…
 Looking at technology, most mercure hotels in Europe are now
  equipped with wi-fi wireless technology, available for clients in
  the lobby, meeting rooms and rooms through contracts signed with
  major operators.
 In number of hotels in 2007, mercure was the 3rd largest network
  in Europe and 16th worldwide.
 374 hotels..30,148 rooms..14 countries.
 The cheapest price of the hotel business chain for 1, 2 or 3 persons.
 Simple and fast booking via hotelformule1.Com, or directly with
  the hotel.
 Functional bedrooms for 1, 2 or 3 persons.
 Bathroom facilities are located right outside the room.
 Breakfast: a self service breakfast buffet.
 Reception 24 hours and 7j/ 7.
 Drink vending machine warm and cold.
 Distributor of sweet and salty snacks.
 Gallery is a collection of remarkable hotels, each with its own
  distinctive personality and unrivalled heritage – plus a special
  something that ensures guests always enjoy an unforgettable stay.
  In line with the gallery spirit of providing a fulsome, authentic hotel
  experience unlike any other, members of the collection have
  retained their original names and express their own unique identity.

 Their history, reflected in their heritage buildings, the famous
  people who stayed there or the important events they hosted.

 Their outstanding location, in the historic center of a capital city, on
  a beachfront or opposite a snow-covered mountain.

 Their extremely intricate and evocative interior and exterior design,
  signed by celebrated architects and decorators.
 20 hotels..5,116 rooms..6 countries.
 Pullman is the Accor group’s new chain of upscale hotels, catering
  especially to the needs of both individual business travelers and
  groups.
 The pillars of the distinctive Pullman offer are convivial
  hospitality, restful tranquility and high-tech connectivity, creating
  a truly unique experience in business travel.
 In 2009 Pullman will count 59 hotels in 23 countries across
  Europe, the Asia-pacific, the middle east and Latin America.
  Pullman expects to grow to 300 hotels by 2015.
 21 hotels…2,734 rooms…4 countries.
 Suite hotel, the latest addition to Accor hotels range, has been inviting
  you to experience a new way of hotel living since 1999.
 This three-star chain offers large spaces that can be privatized and
  rearranged, built with high quality materials and perfectly adaptable to
  your needs.
 Suite hotels are intended for customers who are looking for hotels that
  promise comfort, foster independence and provide internet access at
  low prices.
 Suite hotel welcomes you into large rooms, real modular living
  areas, where you will have 30m.Sq. Just for you.
 You can appropriate the room for meetings, have meals or relax with
  your family or friends, by arranging the room as you wish.
 Suite hotel meets the needs of customers in search of well-being and
  independence.
ACCOR IN INDIA


 Accor group has plans to set up 200 hotels in India.

 Accor has recently launched its first newly built hotel in India-
  novotel Hyderabad.

 The hotel has 287 spacious rooms and features two restaurants,
  swimming pool, fitness centre and business centre.
ACCOR LAUNCHES NEW CONCEPT AT
   DUBAI WORLD TRADE CENTER
PASS TASK - LO2
       MY GUEST SEGMENT IS FFIT

FFIT(FREE FOREIGN INDIVIDUAL TRAVELLER
RECEPTION
Reservation of procedure for FFIT
•   Reservation of procedure for FFIT Complete name of the guest: Last name middle name
    first name. Address. Birth certificate. Contact number. E-mail ID. Occupation. Destination.
    Arriving form. Mode of arrival. Proceeding more arrival. Confirmation letter. Time of
    arrival. Time of departure. Arrival date and arrival departure. Number of packs. Covers.
    Number of room. Type of rooms: Tariff(rack rate, room rate). Mode of payment. 59
•
    Additional information for FFIT:
•   Additional information for FFIT Passport number. Visa number. Driving license. Place of
    issue. Date of expiry. Number of days in country. Purpose of visit. Reservation Transferred
    to hotel dairy. Updated in density chart. Confirmation voucher issued to guest. Method of
    guarantees. Nationality. Gender.
•
    Pre-Arrival :
•   Pre-Arrival Take all the document pertaining the foreigner . Check for expected arrival list
    for the house position. Check foreigner requirement from the voucher or confirmation
    letter, and note any special rooming requirement. Block room in the room rack and inform
    house keeping to make the room ready before the arrival of the foreigner. Ensure that keys
    of particular rooms are available at the reception. Inform to concerned person to make
    arrangement for traditional welcome. Inform to barman to keep the welcome drink ready.
    Take final room clearance from the housekeeping. Have 3 copies of naming list ready and
    make tentative room allocation on the naming list with pencil. Have 3 copies of the
    passport list ready. Prepare welcome card along with room keys. Check the amenities
    provided to be provided in the room. Inform to bell captain the expected time of arrival.
    Check for any mail or message for the foreigner. Pre-register the guest.
CHECK IN

• Check in Guest is made reservation and check in. As soon as guest enter to
  reception. Extend the traditional welcome to the 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. Especially for FFIT complete “passport” details of the foreigner
  and “certificate of registration” who stayed 90 days in India. Guest
  signature. They shouldn't give GRC to FFIT after sign, Bell captain is concern
  with c-form. He will fill and sent to police commissioner office with help of
  bell boy. Police commissioner will check the information and send to FRRO
  (foreign regional registration office) FRRO will register foreign details and
  send to particular embassy. Check the baggage count from the bell boy and
  inform the same to the guest. Note down the number of bags on the GRC.
  Hand over the resident card to the guest and request him to sign it. Explain
  the location of the room to the guest. Bell boy helps the guest to carry their
  baggage to their room. Bell boy related to the bell desk and bell captain will
  be the incharge of the bell desk department. Wish pleasant stay 62
Service provided by front office during guest stay

• Service provided by front office during guest stay Front
  office:
• Electronic safe deposit locker.
• Currency exchange.
• Letter or message handling to the particular
  department. Prepare bills what all the transactions.
• Bell desk: Miscellaneous jobs:
• Giving newspaper. Getting medicine. Buy movie tickets
  for guest. If guest wants to send any letter then bell boy
  helps the guest. Telephone department: Wake up call
  Active and diactive call. Raise the charge voucher.
  Transfer the receive calls. Travel desk: Provide
  information about the transport. Best mode of transport
  for guest.
Reservation department

• If the guest want to reserve the room for future the reservation
  department will help to guest. The guest can clear dought. Front office
  cashier: He will create guest folio . Information desk: Guest can clear
  various dough's to information desk If any email, or courier or fax
  information desk will help.

    Departure :
• Departure When a guest arrives, the doorman buzzes the Bell Captain
  Desk for a bell Boy. The bell boy should wish the guest and collect his
  baggage and bring it into the lobby via the baggage entrance and place
  baggage at the bell desk which is located normally opposite the
  Reception counter. The bell boy should wait for the guest to register at
  the front office. If the hotel has tags to identify baggage these should be
  attached to the baggage. Inform scanty baggage to the lobby manager or
  front office.
The Information counter at the front office will indicate that the
guest has been allotted a room by handing over the errand card
which mentions the room number. The room key is also handed
  over with the errand card. Bring to the guest’s attention any
baggage damaged to protect the hotel from blame. Guest Arrival
                          Errand Card.
Lead the guest to his room along with his baggage.
Some hotels have separate baggage elevator The bell
boy should open the door of the guestroom and let the
guest enter first. After positioning the baggage at the
allotted rack in the room, the guest must be told where
the floor-lights are located, channel music, air-
conditioning/central heating thermostat
control, internal locking system, etc. are located. Offer
any other help and if not required, wish the guest a
pleasant stay. Do not solicit for tips. Report back to the
bell desk
PASS TASK – LO3
Role of house keeping :

The guest indeed forms instantaneous impression when walks into
the lobby of the hotel which is either enhanced or diminished as he
moves from the front office to the elevator and then down the
room i.e. approaching with either mild anticipation or otherwise.
When the guest enters room however all previous impressions are
immediately supplemented by a virtually total response to the
room itself. The rooms are the heart of the hotel unless the décor is
appropriate, the air odor free and furnishing spotlessly clean, the
hotel has lot the guest and as well a potential repeat customer
forever.
 Since no hotel wants to room a guest in an unclean room, the
house/keeping department must provide the front office with the
proper information about the ready rooms in order to meet the
anticipated arrivals of the day.
House keeping is that which deals essentially with cleanliness and
all the ancillary services attached to it. Cleanliness is important for
health and also for well being. A guest spends more time in his
room than he spends in any other part of the hotel. So he can check
up the cleanliness if he wishes.
 The décor and good order of maintenance of any hotel also plays a
large role in creating a comfortable impression. For the guest.
Decent room supplies and services like laundry and dry cleaning
services show again that the hotel is considering the guest’s
comfort and wishing to please him.
 In most hotels the major part of revenue comes from the rooms. A
room empty for 1 night loses the possible revenue forever.
Cleanliness may be a reason for high or low – occupancy. The
simple shows the importance of cleanliness thought lack of
furnishing and modernizing can also be a reason for poor
occupancy.
Not only the guest are getting the impression of hotel from the
house/keeping department through a room, but also the guest who
are invited to functions at the hotel, guest who call on a room guest
for a visit. From the cleanliness of the lobby, restaurant, public
area, public area toilets and also from the state of cleanliness of the
staff uniform a guest can judge a lot about the hotel the result of
which may be positive or negative.

Thus we can see the house/keeping is responsible for overall
cleanliness of the establishment and help the other departments to
get more business and earn profit. Housekeeping being such a large
contributor to the profit factor plays a major role as an individual
department and has position of its own.
PASS TASK – LO4
                   My case study is FFIT
keeping services provided to FFIT

• Housekeeping services provided to FFIT VIP 1 Heads of
  state, minister , high ranking government delegates,
  national and international dignitaries, etc Full bar setup,
  large flower arrangement, large fruit basket, chocolates,
  bathrobe, slippers, and others Personal amenities. 75
  Guestroom amenities Bathroom amenities Stationery
  Facial soap Postcards Bath soap or shower gel Pens Gel
  Laundry bags Shampoo Utility bags Moisturizer Packets of
  coffee or tea or sugar and powdered creamer, stir sticks,
  Shower cap Chocolates or mints. Shoe mitt or shoeshine
  kit
END OF LO3
PASS TASK – LO1
Comparison of two outlets

•   Coffee Shop

•   Specialty Restaurant
Coffee Shop

                           Okra (Marriott)

• Timings:- Round the Clock 24hrs

• Ambience:- The ambience of coffee shop is normal with plain
  walls and ample lighting.

• Menu:- As they are open 24hrs their menu consists of fast food
  dishes like Pizza, Burger, Sandwiches, Ice-Cream ETC

• Staff:- Staff is dressed in Formals with Black pant and white Shirt.

• Furniture:- Furniture is Italian made with Normal teak wood
  chairs to match the color of walls.
Okra
Specialty Restaurant
                           Bidri (Marriott)

• Ambience:- This restaurant has a Pleasant Environment with a Open
  kitchen Window.

• Lighting:- Small & Powerful spot lights with Lanterns hanging from
  the roof.

• Cuisine:- It serves only Authentic Hyderabadi Cuisine like Dum ki
  Biryani, Haleem etc.

• Staff :- Staff is dressed in Black and Gray Sherwani.

• Furniture:-Square tables with Black Teak wood chairs.
BIDRI
PASS TASK – LO2
PASS TASK – LO3
PASS TASK - L04

• Alcoholic beverage
Service standards for whisky
• Whisky is served on the rocks and can be
  accompanied with water or soda.
• Scotch whisky are served on the rocks generally
  considered to a straight drink.
• It is served in old fashioned glass or high ball glass.
Non alcoholic beverage is tea
• Tea is one of the most popular beverages around the
  world. The premium tea producing countries around
  the world are many.
• Tea may be served both hot and cold
• Hot tea may be served with or without milk.
• Tea is served in a tea cup.
CONCLUSION
It is quit difficult to conclude from my side. I'm a learner, what I have
experienced in learning, only I can share my happiness with the
experiments practiced with self participation.
I once again like to thanks my Hospitality teacher, Mr. SUNNY,who
helped me in my hotel management, hospitality and reservation and
also helped me in preparing this project.

Hence being a student I can express about my self ideology:
• Hotel management.
• Dealing with guests.
• Service standard for food & beverage
• And I had achieved a lot of knowledge about this industry.
BIBLIOGRAPHY

•   www.oberoi.com
•   www.accor.com
•   www.wikipidia.com
•   www.yahooanswers.com
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Frankfinn Hospitality Presentation ...

  • 1. UNIT – 3 & 4 HOTEL MANAGEMENT AND RESERVATION SUBMITED BY : SYED SHABBIR HUSSAIN. SUBMITTED TO : MR.SUNNY. SUBMITTED ON : 20-04-2012 BATCH CODE : B1/AHS. CENTER : HIMAYAT NAGAR,HYDERABAD. YEAR : 2011 – 2012.
  • 2. CONTENT • ACKNOWLEDGEMENT. • INTRODUCTION TO HOSPITALITY INDUSTRY. • HISTORY OF HOTELS. • PASS TASK 1 – LO1. • PASS TASK 2 – LO2. • PASS TASK 3 – LO3. • PASS TASK 4 – LO4. • CONCLUSION. • BIBLOGRAPHY.
  • 3. ACKNOWLEDGEMENT • I am very grateful for the strong support and guidance provided to me by my Hospitality teacher Mr. SUNNY, who helped me for good knowledge about Hospitality Industry and also helped me in preparing this project. I am very thankful to him for the same.
  • 4. INTRODUCTION TO HOSPITALITY INDUSTRY • Many peoples’ definition of hospitality extends only to restaurants and hotels. • In reality, it goes far beyond this and includes any organization that provides food, shelter and other services to people away from home. • When viewed in this light, the hospitality industry can be quite large and far reaching. • Also, the numerous career opportunities become readily apparent .
  • 5. • Students considering entering the field of hospitality should take into consideration all of the types of businesses that hospitality encompasses but also, the various career streams in functional areas across segments (such as accounting, finance, marketing, human resources, etc.). • One of the common threads that binds all segments together is the service orientation that exists – one must possess this in order to be successful.
  • 6. • An interesting note: Over the last 10 years, other types of businesses have begun to recognize the unique combination of skills that hospitality students possess – the combination of sound business and management along with a service orientation. • As a result, other industries have begun to recruit hospitality graduates including health care and retail.
  • 7. PASS TASK – LO1 DOMESTIC CHAIN OF HOTELS
  • 8. The Oberoi Group, founded in 1934, operates 28 hotels and three cruisers in five countries under the luxury ‘Oberoi’ and five-star ‘Trident’ brands. The Group is also engaged in flight catering, airport restaurants, travel and tour services, car rentals, project management and corporate air charters. Oberoi Hotels & Resorts is synonymous the world over with providing the right blend of service, luxury and quiet efficiency. Internationally acclaimed for all-round excellence and unparalleled levels of service, Oberoi hotels and resorts have received innumerable awards and accolades. The Group has a number of hotels worldwide, latest hotel additions being in Singapore, Saudi Arabia, Sri Lanka, Nepal, Egypt and Africa.
  • 9. HISTORY OF OBEROI HOTEL • Rai Bahadur Mohan Singh Oberoi (August 15, 1898 — May 3, 2002) was the renowned Indian hotelier, widely regarded as the father of 20th century India's hotel business, was the founder Chairman of Oberoi Hotels & Resorts, India's second-largest hotel company, with 35 luxury hotels in India, Sri Lanka, Nepal, Egypt, Australia and Hungary. • A centenarian, he is acknowledged for putting the Indian hoteliering on the global map by successfully establishing noted hotel brands like Oberoi and Trident worldwide.
  • 10. • A centenarian, he is acknowledged for putting the Indian hoteliering on the global map by successfully establishing noted hotel brands like Oberoi and Trident worldwide. • He was revered in his later years as a far-ranging visionary who provided a modern structural model for South Asia's tourism and hospitality services industry. • He was awarded the one of India's highest civilian awards the Padma Bhushan in 2001.
  • 11. THE OBEROI GROUP OF HOTELS IN INDIA • The Oberoi,Banglore. • The Oberoi,Mumbai. • The Oberoi Towers,Mumbai. • The Oberoi Hotel,Bhubaneshwar. • The Oberoi Grand,Calcutta. • The Oberoi Palm Beach,Gopalpur-On-Sea. • The Oberoi Raj Vilas,Jaipur. • The Jass Oberoi,Khajuraho. • The Oberoi,Delhi. • The Oberoi Maidens,Delhi. • The Oberoi Clarkes,Shimla. • Oberoi Vrinda Luxury House Boat
  • 12. OBEROI GROUP OF HOTELS AMENITIES • 24-hour front desk • Health club • Restaurant(s) in hotel • On-site medical assistance available • Bar/lounge • Wireless (high-speed) Internet access • Air-conditioned public areas • Massage - spa treatment room(s) • Currency exchange • Multiple small meeting rooms • Fitness facilities • Parking (free) • Internet access in public areas - high • Parking (valet) speed • Porter/bellhop • Internet access - wireless • Room service • Laundry facilities • Safe-deposit box - front desk • Medical assistance available • 24-hour business center • Audio-visual equipment • Security guard • Banquet facilities • Shoe shine • Swimming pool - outdoor • Shopping on site • Concierge desk • On-site car rental • Multiple conference/meeting rooms • Fax machine • Dry cleaning/laundry service • Photocopy machines • Elevator/lift • Spa services on site • Express check- in • Suitable for children • Gift shops or newsstand • Swimming pool • Hair salon
  • 13. THE OBEROI,BANGLORE. • Super deluxe hotel set amidst lush green landscaped lawns, in the heart of the city. • LOCATION : 7 kms from Airport, 10 kms from Railway Station. Centrally Located. • ACCOMODATION : 130 rooms. • BANQUET & CONFERENCE : 3 meeting rooms accomodation 30 to 250 persons. All modern conference aids available. • LEISURE : Swimming Pool, Health Club. Multicuisine Restaurant. • ADDRESS : The Oberoi, 37-39, Mahatma Gandhi Road, Bangalore.
  • 14. THE OBEROI,MUMBAI • Deluxe hotel, situated adjacent to The Oberoi Towers on Marine Drive at the hub of the commercial district. • LOCATION : 25 kms from Airport, 4 kms from Railway Station. • ACCOMODATION : 350 rooms. • BANQUET & CONFERENCE : 5 meeting rooms with a capacity of 50-100 persons. • LEISURE : Swimming Pool, Health Club. Business Centre. Multicuisine. • ADDRESS : The Oberoi, Nariman Point, Mumbai.
  • 15. THE OBEROI TOWERS,MUMBAI • Deluxe hotel, centrally located on Marine Drive, the main promenade within the business and shopping district. • LOCATION : 23 kms from Airport,8-10 kms from Railway Station. • ACCOMODATION : 650 rooms. • BANQUET & CONFERENCE : Eight banquet rooms to accomodate upto 3000 persons. All modern conference facilities available. • LEISURE : Swimming Pool, Health Club. Multicuisine Restaurant. • ADDRESS : The Oberoi Towers, Nariman Point, Mumbai.
  • 16. THE OBEROI HOTEL,BHUBANESHWAR • Deluxe hotel, centrally located near the city centre amidst 12 acres of landscaped gardens. • LOCATION : 8 kms from Airport, 5 kms from Railway Station, 5 kms from Downtown Area. • ACCOMODATION : 70 rooms. • BANQUET & CONFERENCE : Two meeting rooms accomodating 35 to 150 persons. All modern conference aids available. • LEISURE : Swimming Pool. Tennis Court. Multicuisine Restaurant. • ADDRESS : The Oberoi, CB-1 Nayapalli, Bhubaneshwar.
  • 17. THE OBEROI GRAND,CALCUTTA • This deluxe historic hotel, characterised by its Victorian architecture and spacious rooms, is centrally located within the main business and shopping district. • LOCATION : 24 kms., 2.5 kms from Railway Station. • ACCOMODATION : 250 rooms. • BANQUET & CONFERENCE : Banquet Hall & 3 meeting rooms. Ideal for meetings, private parties and receptions upto 1000 persons. • LEISURE : Swimming Pool, Health Club. Multicuisine Restaurant. • ADDRESS : The Oberoi Grand, 15, Jawaharlal Nehru Road, Calcutta.
  • 18. THE OBEROI PALM BEACH,GOPALPUR-ON-SEA • Situated on one of the finest beaches in India, this quiet resort hotel has most of its rooms overlooking the Bay of Bengal. • LOCATION : Airport 18 kms, 17 kms Railway Station & Downtown Area. • ACCOMODATION : 20 rooms. • BANQUET & CONFERENCE : Two meeting rooms accomodating 45 to 55 persons. • LEISURE : Tennis Courts. Multicuisine Restaurant. • ADDRESS : The Oberoi Palm Beach, Gopalpur-On- Sea, Dist. Ganjam, Orissa.
  • 19. THE OBEROI RAJ VILAS,JAIPUR • Within the magnificent setting of forts and palaces in the Pink City, the vision of Maharaja Jai Singh II, where wilderness is juxtaposed with art, you will find RAJ VILAS absolutely in its element. Its architectural style, its cool regal interiors and its 30-acre formal garden, echo the colours and majesty of Jaipur. Deluxe rooms, sunken marble baths, air-conditioned tents with lavish bathrooms, romantic villas with private pools and dining pavilions offer a rare opportunity to sample the extravagant lifestyle of the Rajput princes. LOCATION : 17 kms. from Airport, 1 kms. from city centre ACCOMODATION : 53 Deluxe Rooms and 14 suites BANQUET & CONFERENCE :3 meeting rooms to a capacity of 22 Boardroom style LEISURE : Outdoor swimming pool, tennis, fitness centre, sauna/jacuzzi, health & beauty spa, heli- pad, golf, riding. ADDRESS : Goner Road, Jaipur, Rajasthan 302004
  • 20. THE JASS OBEROI,KHAJURAHO • Deluxe hotel set amidst landscaped lawns, a mere kilometer from the famous 10th century temples. • LOCATION : Airport 2 kms., 1/2 km from Downtown Area. • ACCOMODATION : 94 rooms. • BANQUET & CONFERENCE : Two conference halls to accomodate upto 150 persons. • LEISURE : Swimming Pool, Tennis Court. Multicuisine Restaurant. • ADDRESS : The Jass Oberoi, By Pass Road, Khajuraho.
  • 21. THE OBEROI,DELHI • Deluxe hotel, centrally located and overlooking the prestigious 18-hole Delhi Golf Club. • LOCATION : 21 kms from Airport, 10 kms from Railway Station, 4 kms from Downtown Area. • ACCOMODATION : 350 rooms. • BANQUET & CONFERENCE : Eight banquet and meeting rooms. Ideal for meetings, private parties and receptions of upto 400 persons. • LEISURE : Swimming Pool. Health Club. Multicuisine Restaurant. • ADDRESS : The Oberoi, Dr. Zakir Hussain Marg. New Delhi.
  • 22. THE OBEROI MAIDENS,DELHI • This historic turn of the century hotel, situated amidst spacious gardens in the heart of old Delhi, is renowned for its gracious elegance and old world charm. • LOCATION : 24 kms from the Airport, 10 kms from Railway Station, 10 kms from Downtown Area. • ACCOMODATION : 53 rooms. • BANQUET & CONFERENCE : One meeting room, accomodating 150 persons. All conference facilities available. • LEISURE : Swimming Pool, Health Club. Multicuisine Restaurant. • ADDRESS : The Oberoi Maidens, 7, Sham Nath Marg, Delhi
  • 23. THE OBEROI CLARKES,SHIMLA • The hotel with the elegance of an earlier era. Centrally located on the main promenade near the shopping area. • LOCATION : 21 kms from Airport, 3 kms from Railway Station, 0.5 kms from Downtown Area. • ACCOMODATION : 39 rooms. • BANQUET & CONFERENCE : One meeting room with a seating capacity of 75 to 100 persons. All conference facilities available. • LEISURE : Multicuisine Restaurant. Hiking, trekking, ice skating, roller skating, skiing, golf. • ADDRESS : The Oberoi Clarkes, The Mall, Shimla.
  • 24. OBEROI VRINDA LUXURY HOUSE BOAT • The picturesque backwaters of Kerala are one of India’s most enchanting holiday destinations – and The Oberoi Motor Vessel Vrinda, Backwater Cruiser is the perfect way to experience it. The Oberoi Motor Vessel Vrinda takes guests on 3-night and 4-day journey through the tranquil waterways of ‘God’s own country’ - Kerala. Discover its rich heritage fascinating backwaters. • Soak in the beautiful scenery and the local sights as the cruiser meanders through a series of picturesque canals and lakes. The luxurious interiors, gentle lapping of water and balmy breeze make this a perfectly relaxing retreat. • Motor Vessel Vrinda sails on a three nights/four days itinerary, allowing guests the opportunity to leisurely discover the backwaters.
  • 26. Accor, European leader in hotels and tourism, global leader in corporate services, operates in nearly 100 countries with 150,000 employees.
  • 27. PEOPLE IN CHARGE OF THE HOTEL Gilles Pélisson Serge Weinberg Director and Chief Executive Officer Chairman of the Board of Directors
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  • 29.  With more than 4,000 hotels worldwide, covering all segments from economy to upper upscale, Accor hospitality, the Accor's hotel offering, offers hotel services tailored to each customer’s needs.  Accor has long positioned itself in 40 countries around the world as a provider of innovative services to meet growing demand for solutions that enable companies and public institutions to improve productivity, while responding to the legitimate aspirations of their employees and for a better quality of life.
  • 30. ACCOR HOSPITALITY Budget brands : • Motel 6 : 910 hotels in USA and Canada. • Studio 6 : 46 hotels in USA and Canada. • Formula 1: 371 hotels in 14 countries. Rebranded and redesigned as F1 hotels in France. • Etap : 369 hotels in 11 countries. Etap hotel is implanted in Europe: Germany, Austria, Belgium, Spain, France, great Britain, Hungary, Luxembourg, Netherlands, Poland and Switzerland. Economy brands : • Ibis : 2 stars hotels. 769 hotels in 36 countries. • : 2-3 stars hotels. 35 hotels. The first all seasons hotel opened in France in mid- September 2007. All seasons has already 20 hotels in Australia. Midscale brands : • Suite hotel : 3 stars suites in Europe. 21 hotels in 4 countries.
  • 31. • Mercure hotels : 3 and 4 star hotels. 756 hotels in 49 countries (3rd hotels network in Europe). • Adagio : 21 apartment hotels in 4 countries. Upscale brands : • Novotel hotels : 4 stars hotels in 61 countries (387 hotels). • : New boutique hotels with 3 hotels (4 stars) that are remarkable in their personality. They are categorized according to four themes: vision, design, history and panorama. Some were sofitel hotels. • : New brand relaunched in 2007. 5 stars dedicated to travelers, it has 11 hotels. Luxury brand : • Sofitel hotels and resorts, including the new boutique-hotels so by sofitel and top luxury sofitel legend. 172 hotels in 52 countries.
  • 32. FAMOUS HOTELS • The grand in Amsterdam • Old cataract in Aswan • Old winter palace in Luxor • Mercure hotel Seville • Dorint hotel tower • Pullman orient express • Sofitel dalat palace in dalat • Metro pole in Hanoi • Grand mercure puka park resort • Sofitel Wanda Chengdu • Sofitel Wanda Beijing • Sofitel Philippine plaza
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  • 34. London West Beijing Amsterdam New York Dubai Sydney Olympic Park
  • 35. Dubai Chicago Sao-Paulo Queensland Tokyo
  • 36. Bratislava Pattaya Frankfurt Paris
  • 37. Paris Frankfurt Auckland Sydney
  • 38. Istanbul Pattaya
  • 39. Bangkok Bangkok San Antonio Beijing Singapore
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  • 42. • 384 hotels..69,272 rooms..58 countries. • Modernity, innovation, inviting, fluidity and services, novotel hotels are designed to give customers a “natural living”. • Novotel has a presence in city centers and in the main international business centers and at countless tourist destinations. • Novotel is permanently strengthening its presence on the five continents: this sustained development has been illustrated in 2007 by the opening of novotel Istanbul marmara in turkey, Accor's first address in the principality of Monaco - novotel Monte Carlo - and a brand new novotel in the heart of Vienna, novotel Wien city. Pursuing its expansion, novotel will be opening in 2008 its first hotel in Saudi Arabia - novotel al anood Riyadh -, the novotel Beijing phoenix in china, prior to the 2008 Olympic games, and its very first hotel in Argentina - novotel Buenos Aires.
  • 43.  161 hotels..36,237 rooms..51 countries.  Sofitel, the luxury trademark of the Accor group, is established in 51 countries in Europe, Africa, the middle east, pacific Asia, and in north and south America.  Because no country or town is like another, sofitel has made each of its hotels throughout the world a unique address.  Associating the spirit of each place with standards of modernity, refinement, and absolute comfort, all combine in their own way with the inimitable French way of life.  Whether their setting is a great business metropolis like Paris, new York or Bangkok, or nestling in the landscape in Indonesia, Polynesia or brazil, each sofitel hotel offers travelers a genuine haven of peace.  So that each guest, for an overnight stay or longer, during a business trip or for a holiday, can enjoy the rich variety of these unique places in comfort and tranquility.
  • 44.  790 hotels..89,629 rooms..39 countries.  Ibis hotels offer excellent service and quality at the best possible prices: comfortable rooms with bathrooms, a 24-hour reception desk, a cozy bar area, snack service at any time day or night and usually a varied choice of restaurants.  Ibis hotels stand out in their category by their strong concentration in city centers and easy access. Assets:  Weekend rates valid for Friday, Saturday or Sunday…make the most of ibis weekend rates to get away from it all in one of almost 800 ibis hotels in Europe, for a weekend escapade with the one you love or with friends, to see the sight or just to relax...
  • 45.  704 hotels..87,850 rooms..50 countries.  Warm, individual, human: each mercure hotel has its own personality.  Mercure ells form a family united around common values: the personality of each establishment, the quality of the attention reserved to all clients, its cultural reflection of the city and the region…  For both business and leisure travel, the mercure network can meet every expectation with prime locations in city centers, at the seaside or in the mountains, close to an airport…  Looking at technology, most mercure hotels in Europe are now equipped with wi-fi wireless technology, available for clients in the lobby, meeting rooms and rooms through contracts signed with major operators.  In number of hotels in 2007, mercure was the 3rd largest network in Europe and 16th worldwide.
  • 46.  374 hotels..30,148 rooms..14 countries.  The cheapest price of the hotel business chain for 1, 2 or 3 persons.  Simple and fast booking via hotelformule1.Com, or directly with the hotel.  Functional bedrooms for 1, 2 or 3 persons.  Bathroom facilities are located right outside the room.  Breakfast: a self service breakfast buffet.  Reception 24 hours and 7j/ 7.  Drink vending machine warm and cold.  Distributor of sweet and salty snacks.
  • 47.  Gallery is a collection of remarkable hotels, each with its own distinctive personality and unrivalled heritage – plus a special something that ensures guests always enjoy an unforgettable stay. In line with the gallery spirit of providing a fulsome, authentic hotel experience unlike any other, members of the collection have retained their original names and express their own unique identity.  Their history, reflected in their heritage buildings, the famous people who stayed there or the important events they hosted.  Their outstanding location, in the historic center of a capital city, on a beachfront or opposite a snow-covered mountain.  Their extremely intricate and evocative interior and exterior design, signed by celebrated architects and decorators.
  • 48.  20 hotels..5,116 rooms..6 countries.  Pullman is the Accor group’s new chain of upscale hotels, catering especially to the needs of both individual business travelers and groups.  The pillars of the distinctive Pullman offer are convivial hospitality, restful tranquility and high-tech connectivity, creating a truly unique experience in business travel.  In 2009 Pullman will count 59 hotels in 23 countries across Europe, the Asia-pacific, the middle east and Latin America. Pullman expects to grow to 300 hotels by 2015.
  • 49.  21 hotels…2,734 rooms…4 countries.  Suite hotel, the latest addition to Accor hotels range, has been inviting you to experience a new way of hotel living since 1999.  This three-star chain offers large spaces that can be privatized and rearranged, built with high quality materials and perfectly adaptable to your needs.  Suite hotels are intended for customers who are looking for hotels that promise comfort, foster independence and provide internet access at low prices.  Suite hotel welcomes you into large rooms, real modular living areas, where you will have 30m.Sq. Just for you.  You can appropriate the room for meetings, have meals or relax with your family or friends, by arranging the room as you wish.  Suite hotel meets the needs of customers in search of well-being and independence.
  • 50. ACCOR IN INDIA  Accor group has plans to set up 200 hotels in India.  Accor has recently launched its first newly built hotel in India- novotel Hyderabad.  The hotel has 287 spacious rooms and features two restaurants, swimming pool, fitness centre and business centre.
  • 51. ACCOR LAUNCHES NEW CONCEPT AT DUBAI WORLD TRADE CENTER
  • 52. PASS TASK - LO2 MY GUEST SEGMENT IS FFIT FFIT(FREE FOREIGN INDIVIDUAL TRAVELLER
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  • 55. Reservation of procedure for FFIT • Reservation of procedure for FFIT Complete name of the guest: Last name middle name first name. Address. Birth certificate. Contact number. E-mail ID. Occupation. Destination. Arriving form. Mode of arrival. Proceeding more arrival. Confirmation letter. Time of arrival. Time of departure. Arrival date and arrival departure. Number of packs. Covers. Number of room. Type of rooms: Tariff(rack rate, room rate). Mode of payment. 59 • Additional information for FFIT: • Additional information for FFIT Passport number. Visa number. Driving license. Place of issue. Date of expiry. Number of days in country. Purpose of visit. Reservation Transferred to hotel dairy. Updated in density chart. Confirmation voucher issued to guest. Method of guarantees. Nationality. Gender. • Pre-Arrival : • Pre-Arrival Take all the document pertaining the foreigner . Check for expected arrival list for the house position. Check foreigner requirement from the voucher or confirmation letter, and note any special rooming requirement. Block room in the room rack and inform house keeping to make the room ready before the arrival of the foreigner. Ensure that keys of particular rooms are available at the reception. Inform to concerned person to make arrangement for traditional welcome. Inform to barman to keep the welcome drink ready. Take final room clearance from the housekeeping. Have 3 copies of naming list ready and make tentative room allocation on the naming list with pencil. Have 3 copies of the passport list ready. Prepare welcome card along with room keys. Check the amenities provided to be provided in the room. Inform to bell captain the expected time of arrival. Check for any mail or message for the foreigner. Pre-register the guest.
  • 56. CHECK IN • Check in Guest is made reservation and check in. As soon as guest enter to reception. Extend the traditional welcome to the 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. Especially for FFIT complete “passport” details of the foreigner and “certificate of registration” who stayed 90 days in India. Guest signature. They shouldn't give GRC to FFIT after sign, Bell captain is concern with c-form. He will fill and sent to police commissioner office with help of bell boy. Police commissioner will check the information and send to FRRO (foreign regional registration office) FRRO will register foreign details and send to particular embassy. Check the baggage count from the bell boy and inform the same to the guest. Note down the number of bags on the GRC. Hand over the resident card to the guest and request him to sign it. Explain the location of the room to the guest. Bell boy helps the guest to carry their baggage to their room. Bell boy related to the bell desk and bell captain will be the incharge of the bell desk department. Wish pleasant stay 62
  • 57. Service provided by front office during guest stay • Service provided by front office during guest stay Front office: • Electronic safe deposit locker. • Currency exchange. • Letter or message handling to the particular department. Prepare bills what all the transactions. • Bell desk: Miscellaneous jobs: • Giving newspaper. Getting medicine. Buy movie tickets for guest. If guest wants to send any letter then bell boy helps the guest. Telephone department: Wake up call Active and diactive call. Raise the charge voucher. Transfer the receive calls. Travel desk: Provide information about the transport. Best mode of transport for guest.
  • 58. Reservation department • If the guest want to reserve the room for future the reservation department will help to guest. The guest can clear dought. Front office cashier: He will create guest folio . Information desk: Guest can clear various dough's to information desk If any email, or courier or fax information desk will help. Departure : • Departure When a guest arrives, the doorman buzzes the Bell Captain Desk for a bell Boy. The bell boy should wish the guest and collect his baggage and bring it into the lobby via the baggage entrance and place baggage at the bell desk which is located normally opposite the Reception counter. The bell boy should wait for the guest to register at the front office. If the hotel has tags to identify baggage these should be attached to the baggage. Inform scanty baggage to the lobby manager or front office.
  • 59. The Information counter at the front office will indicate that the guest has been allotted a room by handing over the errand card which mentions the room number. The room key is also handed over with the errand card. Bring to the guest’s attention any baggage damaged to protect the hotel from blame. Guest Arrival Errand Card.
  • 60. Lead the guest to his room along with his baggage. Some hotels have separate baggage elevator The bell boy should open the door of the guestroom and let the guest enter first. After positioning the baggage at the allotted rack in the room, the guest must be told where the floor-lights are located, channel music, air- conditioning/central heating thermostat control, internal locking system, etc. are located. Offer any other help and if not required, wish the guest a pleasant stay. Do not solicit for tips. Report back to the bell desk
  • 61. PASS TASK – LO3 Role of house keeping : The guest indeed forms instantaneous impression when walks into the lobby of the hotel which is either enhanced or diminished as he moves from the front office to the elevator and then down the room i.e. approaching with either mild anticipation or otherwise. When the guest enters room however all previous impressions are immediately supplemented by a virtually total response to the room itself. The rooms are the heart of the hotel unless the décor is appropriate, the air odor free and furnishing spotlessly clean, the hotel has lot the guest and as well a potential repeat customer forever. Since no hotel wants to room a guest in an unclean room, the house/keeping department must provide the front office with the proper information about the ready rooms in order to meet the anticipated arrivals of the day.
  • 62. House keeping is that which deals essentially with cleanliness and all the ancillary services attached to it. Cleanliness is important for health and also for well being. A guest spends more time in his room than he spends in any other part of the hotel. So he can check up the cleanliness if he wishes. The décor and good order of maintenance of any hotel also plays a large role in creating a comfortable impression. For the guest. Decent room supplies and services like laundry and dry cleaning services show again that the hotel is considering the guest’s comfort and wishing to please him. In most hotels the major part of revenue comes from the rooms. A room empty for 1 night loses the possible revenue forever. Cleanliness may be a reason for high or low – occupancy. The simple shows the importance of cleanliness thought lack of furnishing and modernizing can also be a reason for poor occupancy.
  • 63. Not only the guest are getting the impression of hotel from the house/keeping department through a room, but also the guest who are invited to functions at the hotel, guest who call on a room guest for a visit. From the cleanliness of the lobby, restaurant, public area, public area toilets and also from the state of cleanliness of the staff uniform a guest can judge a lot about the hotel the result of which may be positive or negative. Thus we can see the house/keeping is responsible for overall cleanliness of the establishment and help the other departments to get more business and earn profit. Housekeeping being such a large contributor to the profit factor plays a major role as an individual department and has position of its own.
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  • 65. PASS TASK – LO4 My case study is FFIT keeping services provided to FFIT • Housekeeping services provided to FFIT VIP 1 Heads of state, minister , high ranking government delegates, national and international dignitaries, etc Full bar setup, large flower arrangement, large fruit basket, chocolates, bathrobe, slippers, and others Personal amenities. 75 Guestroom amenities Bathroom amenities Stationery Facial soap Postcards Bath soap or shower gel Pens Gel Laundry bags Shampoo Utility bags Moisturizer Packets of coffee or tea or sugar and powdered creamer, stir sticks, Shower cap Chocolates or mints. Shoe mitt or shoeshine kit
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  • 69. PASS TASK – LO1 Comparison of two outlets • Coffee Shop • Specialty Restaurant
  • 70. Coffee Shop Okra (Marriott) • Timings:- Round the Clock 24hrs • Ambience:- The ambience of coffee shop is normal with plain walls and ample lighting. • Menu:- As they are open 24hrs their menu consists of fast food dishes like Pizza, Burger, Sandwiches, Ice-Cream ETC • Staff:- Staff is dressed in Formals with Black pant and white Shirt. • Furniture:- Furniture is Italian made with Normal teak wood chairs to match the color of walls.
  • 71. Okra
  • 72. Specialty Restaurant Bidri (Marriott) • Ambience:- This restaurant has a Pleasant Environment with a Open kitchen Window. • Lighting:- Small & Powerful spot lights with Lanterns hanging from the roof. • Cuisine:- It serves only Authentic Hyderabadi Cuisine like Dum ki Biryani, Haleem etc. • Staff :- Staff is dressed in Black and Gray Sherwani. • Furniture:-Square tables with Black Teak wood chairs.
  • 73. BIDRI
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  • 102. PASS TASK - L04 • Alcoholic beverage
  • 103. Service standards for whisky • Whisky is served on the rocks and can be accompanied with water or soda. • Scotch whisky are served on the rocks generally considered to a straight drink. • It is served in old fashioned glass or high ball glass.
  • 104. Non alcoholic beverage is tea • Tea is one of the most popular beverages around the world. The premium tea producing countries around the world are many. • Tea may be served both hot and cold • Hot tea may be served with or without milk. • Tea is served in a tea cup.
  • 105. CONCLUSION It is quit difficult to conclude from my side. I'm a learner, what I have experienced in learning, only I can share my happiness with the experiments practiced with self participation. I once again like to thanks my Hospitality teacher, Mr. SUNNY,who helped me in my hotel management, hospitality and reservation and also helped me in preparing this project. Hence being a student I can express about my self ideology: • Hotel management. • Dealing with guests. • Service standard for food & beverage • And I had achieved a lot of knowledge about this industry.
  • 106. BIBLIOGRAPHY • www.oberoi.com • www.accor.com • www.wikipidia.com • www.yahooanswers.com