Frankfinn Hospitality Presentation by Syed Shabbir Hussain B1/AHS ...

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.

25. INTERNATIONAL CHAIN OF HOTELS

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

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

33. 33

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

40. 40

41. SOME OTHER ACCOR HOTELS

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

54. RECEPTION

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.

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

68. END OF LO3

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

74. PASS TASK – LO2

86. PASS TASK – LO3

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