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Hotel management (hospitality & reservations) from Teja

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Hotel management (hospitality & reservations) from Teja

  1. 1. Hotel ManagementHospitality and Reservations
  2. 2. INTRODUCTION • Name:- M. Sai Teja • Batch:- A1 HTCS • Subject:- Hospitality • Centre:- Hyderabad • Assessor Name:- Mr.
  3. 3. ACKNOWLEDGEMENT• First I thank my parents who led me to grow and helped to do my best in my life.• I thank my faculty Mr. Sunny who guided me to do this assignment.
  4. 4. Pass task LO-11)Select two renowned chain of hotels (one domestic & one International) and trace its history right from the time of its inception. Present your findings in power point or with slides. The presentation should not exceed 5-7 minutes per student.
  5. 5. DEFINITIONS OF A HOTEL A hotel is defined as a place where a beneficed guest will be provided food, beverages, accommodation & entertainment. But he or she should be in a condition to pay for it & receive it. A hotel is a home of entertainment of travelers. A hotel is a home multiplied with commercial activities.
  6. 6. International Hotel
  7. 7. The Oberoi Group of Hotels in India• One of the most prominent names among the hotel chains of India is the Oberoi Group.
  8. 8. History of Oberoi Group of Hotels• Rai] Bahadur Mohan Singh Oberoi (August 15, 1898—May 3, 2002) was a renowned Indian hotelier, widely regarded as the father of 20th century Indias hotel business, was the founder Chairman of Oberoi Hotels & Resorts, Indias 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
  9. 9. The start of a hotel empire After another four years, in the aftermath of a cholera-epidemic-caused business downturn in Kolkata, M. S. Oberoi was able to negotiate Favourable terms in taking over the management of the citys Calcutta Grand Hotel. The hotel, formerly a palace of luxury, had been empty for years, since the death of over a hundred foreigners who were guests during the outbreak
  10. 10. • By 1941, M. S. Oberoi was becoming well known in the hotel business and, in recognition of his services to the industry in time of war, Indian authorities bestowed on him the title of Rai Bahadur. In another two years, he became Indias first modern hotel magnate by taking over the controlling interest in the Associated Hotels of India (AIH),
  11. 11. Oberoi Group• The Oberoi Group, founded in 1934, now employs about 12,000 people worldwide and owns and manages about thirty hotels and five luxury cruisers. Oberoi Amarvilas, Agra, ranks amongst the Top 10 Hotel Spas Asia- Pacific, Africa, and the Middle East of the Travel + Leisure magazine. and also Rank 3rd in Best Hotels in Asia in 2007 .Other activities include airline catering, management of restaurants and
  12. 12. Oberoi cario {Egypt} Oberoi sri lankaOberoi saudi arabia
  13. 13. Interior Pictures of Hotels
  14. 14. Domestic chain of hotels
  15. 15. ITC Maruia, New Delhi• ITC was incorporated on August 24, 1910 under the name Imperial Tobacco Company of India Limited. As the Company’s ownership progressively Indianised, the name of the Company was changed from Imperial Tobacco Company of India Limited to India Tobacco Company Limited in 1970 & then to I.T.C.
  16. 16. • In recognition of the Company’s multi- business portfolio encompassing a wide range of business – Cigarettes & Tobacco, Hotels, Information Technology, Packaging, Paperboards & Specialty Papers, Agri-business, Foods, Lifestyle Retailing, Education & Stationary and Personal Care- the full stops in the Company’s name were removed effective September 18, 2001. The Company now stands rechristened
  17. 17. • The Company’s headquarter building, ‘Virginia House’, which came up on that plot of land two years later, would go on to become one of Kolkata’s most venerated landmarks.• ITC’s Packing & Printing Business was set up in 1975 as a strategic backward integration for ITC’s Cigarettes business.• In 1975 the company launched its
  18. 18. • In 1979, ITC entered the Paperboards business by promoting ITC Bhadrachalam. Paperboards Limited.• In 1985, ITC set up Surya Tobacco Co. in Nepal as an Indo-Nepal & British joint• Venture. In 1990, ITC acquired Tribeni Tissues Limited, a Specialty paper manufacturing company & a
  19. 19. • In 2000, IITC forayed into the Greeting, Gifting & Stationary products business with the launch of greeting cards . And also entered the Lifestyle Retailing business with Wills Sport range of international quality relaxed wear for men & woman and also John Players.• In 2002, ITC’s philosophy of contributing to enhancing the competitiveness of the entire value chain found yet another expression in
  20. 20. ,ITC Royal Gardenia, Bangala ,ITC Windsor, Bangala ITC Grand Central,Mumbai and ITC Sonar, Kolkata
  21. 21. ITC Sonar Bangala, Kolkata• ITC hotel in Kolkata , the ITC Sonar Bangla will simply increase your cherished tour in the most contented and defined method without any divergence.• Itc hotels kolkata including the famous and reputable itc sonar bangla are the first-class and the superior quality hotels in kolkata. Your inclusive reside and feast will be taken care in the precise technique that can only mesmerize your mind and nature.• You can naturally remind your elegant stay at any of the itc hotels in kolkata till
  22. 22. • Itc hotels kolkata will offer stupendous services like the permanent internet connection, laptop, spa and body massage, yoga treatment, discotheques and striking swimming pool.• The guest will basically be awestruck by the incredible aspects and facilities that will be on demonstration. Itc hotels in Kolkata will watch your total visit as soon as you make entry in any itc hotel in Kolkata.
  23. 23. ITC Kakatiya Hyderabad• ITC Kakatiya Hyderabad has a health club, an outdoor pool, a spa tub, and a fitness facility.• Business amenities at this 5.0-star property include a business center and audio-visual equipment.• This Hyderabad property has a restaurant, a bar/lounge, and a coffee shop/café. Event facilities consist of conference rooms and
  24. 24. Guest Rooms• ITC Kakatiya Hyderabad has 188 guestrooms. Guestrooms have LCD televisions with cable/satellite channels. Guestrooms provide phones and complimentary newspapers. Guestrooms feature coffee/tea makers.• Bathrooms offer hair dryers. Additional amenities include minibars,
  25. 25. ITC Hotel In Bangalore• Located on the Deccan Plateau, capital city of Karnataka, Bangalore is India’s leading IT exporter city.• Thus popularly known as ‘Silicon Valley of India’ Bangalore has laid the foundation for the now booming IT sector in the country.• The technologically advanced Bangalore boasts of a variety of tourists infrastructures available in all
  26. 26. • Amongst various categories of hotels, luxury hotels in Bangalore are most respected ones. Replete with modern comforts and cutting edge services, these hotels are ultimate abode for those desiring to explore the city in style Normally, the five star hotels in Bangalore are situated close to the places of tourist interest and thus make commuting to these places easier.• These Bangalore hotels are an eclectic mix of traditional hospitality and modern comforts. The rooms are well spacious and are appointed with amenities such as Wi-
  27. 27. Interior Pictures of Hotel Guest Lobb y Room Restaura nt
  28. 28. Pass Task LO-2• Demonstrate with the help of role play, the range of services provided by the front office department to a specific type of guest (DFIT, FFIT, CVGR & CIP) from the time that he has made his booking until he settles his account during departure.• This demonstration can be a group activity in which students can brainstorm and present the entire
  29. 29. Guest cycle• It can be described as all the interactions and activities that takes place between the hotel and the guest. When he guest enters for a room into a hotel for a stay.
  30. 30. Guest type Name of the guest :Rishi Type of the guest :CIP. Purpose of visit :business Date of arrival :10th, April. Date of departure :12th, April. Mode of payment :BTC( Bill To Company) Request :System to be provided. Type of room :Business club room.
  31. 31. Guest cycle Pre-arrival stage Post On arrival departure stage stage Departure During stay stage stage
  32. 32. Guest Reservation FormPersonal information:• Last Name : Venkat• First Name : Rishi• State/province Country : UK(United Kingdom).• Address : Mr. Rishi,49 Featherstone Street, London, Ec1y 8sy, United Kingdom.• E-mail :
  33. 33. On Arrival Stage• At the arrival stage, registration and rooming functions takes place and the hotel establishes a business relation-ship with the guest.• The check-in clerk should determine the guest’s reservation status (i.e. pre-registered guests versus walk- ins). Later, he/she shall prepare a
  34. 34. Hotel Registration form• Hotel : ITC Kakatiya Hyderabad• Check In Date : 25th April, 2012• Number of Rooms : 2• Number of Nights : 4• Room Type : STW• Hotel Plan : American Plan
  35. 35. During stay stage• At the occupancy stage, the front office department shall coordinate guest services in a timely and accurate manner. Moreover, front office clerks should encourage repeat guests by paying a great attention to guest complaints. This is ensured by placing complaint and/ suggestion cards in every public place and revenue
  36. 36. • In addition, shall design effective procedures in order to protect the funds and valuables of guests. This might be ensured through guest key control, property surveillance, safe deposit boxes, and well designed emergency panels and exits.• Another activity at occupancy is to process posting of guest charges [i.e. post room rates, F&B charges, additional expenses, and taxes to various guest folios, master Folios. While doing so, front office clerks shall continuously check for deviations from the house limit, and take
  37. 37. Departure stage• At the departure stage, the guest shall be walked out of the hotel. Moreover, front office clerks shall create guest history record. Finally, cashiers shall settle guest account outstanding balances [i.e.: balance the Guest account to 0]
  38. 38. 1. In general, a proper checkout occurs when the guest:2. Vacates the room3. Receives an accurate settlement of the guest account4. Returns room keys5. Leaves the hotelIf at departure, the guest account is not fully settled, then late charges accumulates. In such an undesired case, the responsibility of collection lies within the accounting
  39. 39. Guest Departure Errand Card
  40. 40. Post Departure Stage• At departure, checkout personnel should encourage guests to consider returning to the hotel on any future date. Thats why cashiers should act like a true sales person, and might eventually accept guest future reservations. That way, the stages of the guest cycle become really a cycle (i.e. start from where it ends).
  41. 41. Pass Task LO:3• Explain how the Housekeeping department contributes towards earning hotel revenue.• Also, prepare a layout of a standard room in hotel, exhibiting the basic amenities and facilities provided
  42. 42. The Housekeeping Department• The housekeeping department plays the important role in hospitality industry.• The housekeeping department are one of them who face the guest directly sometimes• Housekeeping is the only department head who has access to every
  43. 43. The Contribution of Housekeeping Department • Housekeeping plays important role in earning revenue for the industry • Deals essentially with cleanliness and all the ancillary service attached to that • The housekeeping in a hotel provides the accommodation for the guests • The duty of the housekeeping is to maintain the room of a hotel clean and hygiene
  44. 44. The Layout of a Standard Room in HotelDeluxe Room
  45. 45. The Layout of a Standard Room in Hotel
  46. 46. The Facilities of Standard Room in a Hotel Luggage rack Television stand and mini bar Bed Bedside table Chairs Small table Bathroom and WC area Writing table
  47. 47. Pass Task LO:4• Demonstrate the reservation, check- in, during stay and check-out process using case study given by your trainer, on the Fidelio software. Document each process step buy step
  48. 48. Pre-Arrival Stage Click on reservation Click on new reservation Click on new Fill the form Click on ok
  49. 49. During stay stage Click on front desk In-house guest Type the name of the guest Open the reservation
  50. 50. In this stage consumption activities take place Click on front desk In-house guest Open the reservation Click on options
  51. 51. Share LocatorAuthorization As per theguest request
  52. 52. Click on billingCashier no and passwordDo the suitable postings
  53. 53. Departure stage Click on options Billing Cashier no and password Settlement Interim bill to collect the money of the facilities given to the guest Then early departure to collect the room rate and tax Click on close
  54. 54. Post departure stage If the customer wish to extend the stay Click on options Reinstate Ok
  55. 55. MERIT QUESTION1. With the help of a role play given by your trainer, apply strategies and come up with appropriate and unique solutions in order to handle different situations which can occur during a guest’s stay. The case- studies can be on any of the following stages of guest stay.Reservation
  56. 56. FFIT• Accept a reservation for a foreigner a individual guest.• Enter the returner charges for Rs.15,000.• Check in the guest.• Accept the trace for an extra blanket & pillow.• Put a maintenance order-bulb fused.
  57. 57. • Post five bills Room traffic Tax Laundry Bar Juice• Create a general polio• Check in the bill & Check out the guest
  58. 58. Flow Chat of FFIT Guest
  59. 59. • Language- English Fill • Title- Mr./ Ms /Mrs. • Contact number- 08019829060 Fill • Country- USA Fill • Guest Status- Normal • ProfileSelect • New • Address- Rishi, 1111-A Nowhere Lane Outta Fill Sight, State 90096 • Postal code- 90096 Fill • State- Califonia • Nationality- USA Fill • Date of Birth- 23-11-1985
  60. 60. • Salutation- Dear Fill • Privacy- yes/ no • Features Fill • Mailing • Interest Fill • SaveSelect • Close
  61. 61. Process for the Billing • Cashiering Select • Billing • Cashier Number Login • Password • Guest Select • Check-Out • Posting Select • Room Charge • Ok Select
  62. 62. Fill • Enter the price Select • Post • You are posting 25,000. are you sure ?Click on option • Yes • Departure Select • Tax Select • ok Fill • Enter the Price Select • Post
  63. 63. • CashieringSelect • Billing • Cashier NumberLogin • Password • GuestSelect • Check-Out • PostingSelect • Room Charge • OkSelect
  64. 64. Fill • Enter the price Select • Post • You are posting 25,000. are you sure ?Click on option • Yes • Departure Select • Break Fast Select • ok Fill • Enter the Price Select • Post
  65. 65. • CashieringSelect • Billing • Cashier NumberLogin • Password • GuestSelect • Check-Out • PostingSelect • Room Charge • OkSelect
  66. 66. Fill • Enter the price Select • Post • You are posting 25,000. are you sure ?Click on option • Yes • Departure Select • Bar Select • ok Fill • Enter the Price Select • Post
  67. 67. • CashieringSelect • Billing • Cashier NumberLogin • Password • GuestSelect • Check-Out • PostingSelect • Room Charge • OkSelect
  68. 68. Fill • Enter the price Select • Post • You are posting 25,000. are you sure ?Click on option • Yes • Departure Select • Café Shop Select • ok Fill • Enter the Price Select • Post
  69. 69. DISTINCTION QUESTION• You have prepared a layout of a stranded room as per the current scenario of the hotel industry. After analyzing the guest supplies, amenities, décor, and cleaning standards, design a standard room for future.• Justify as to how the hotel with updated room facilities can create a
  70. 70. LAYOUT OF A DOUBLE BED ROOMDouble Room:• A room with one double bed meant for two people.• It has two bed side tables on Both
  71. 71. Layout of a Twin roomTWIN ROOM:• A room with two single beds meant for two people.• It has only one bed side table
  72. 72. Layout of a single bed • A room meant for single occupancy having one single bed having a bed side table. • It is a standard room having a dressing cum writing table.
  73. 73. The Hotel that providing supplies and amenities to guests • Buy office and guest amenity products that contain recycled material. • Buy organic, fair trade, cruelty-free guest amenity products whenever possible. • Use nontoxic or least toxic cleaners, sanitizers, paints, pesticides, etc. • Provide your guests with bicycles, walking maps, and information on public transportation. • Provide reusable items such as cloth napkins,
  74. 74. Guest Room Suppliesand Amenities Postcards Ashtrays (Smoking rooms) Pens Waste basketsPillow Laundry bags Telephone directoriesPillow cases Stationary folders Utility bagsSheets Packets of coffee/tea and Ironing board and ironBlankets sugar Television program guideWater bottles Bibles Powdered creamerRadio DND sign Stir sticksGlasses Table tent card Chocolates or mintsCoffee or tea Fire exit plan maker Wash clothsTrays Stationary Hand towels
  75. 75. Bath mats Bath soap or shower gelShower curtain and liners ShampooToilet tissue MoisturizerFacial tissue Shower capSanitary bags Shoe shine kitToilet seat band Shoe hornHair dryer Sewing kitMakeup mirror Bubble bathBathrobe Hair conditionerDisposable slippers After shaveScale RazorFacial soap Amenities container
  76. 76. Design a standard room for future
  77. 77. Facilities of standard room in a hotel  Wardrobe  Language rack  Television stand and mini bar  Bed  Bedside table  Chairs  Small table  Bathroom and WC area  Writing table
  78. 78. Bibliography•••
  79. 79. ThankYou