A presentation of hospitality, of front office and housekeeping

1. Presentation
BY- Group “D”
Ravindra kumar singh
A-7

3. It’s my esteemed pleasure to present the project report on Hospitality
I would like to thanks to my beloved
Mr Vikash Sir for providing us all necessary facilities to carry the project successfully.
Last but not least we are thankful to my friends without whose support at
various stages, this project wouldn’t have materialized. I thank to all the supporting friends
who directly or indirectly helped me in completing this project. I’m also very thankful for
god who given me opportunity to make this project and helped me in every situation.

4. CHAIN HOTELS
Domestic International

5. “As India's most dynamic hospitality chain, ITC Hotels has set new standards for excellence in
hotel industry, in fields as diverse as accommodation, cuisine, eco-responsibility and guest
safety.”
ITC Hotels, India’s premier chain of luxury hotels was launched
on October 18, 1975, with the opening of its first hotel- My
Fortune in Chennai, which was renamed Hotel Chola. In 2006,
ITC hotels owned and operated 100 hotels In 75 locations. ITC
Hotels have a reputation of playing host to visiting royalty and
world leaders time and again.
ITC Restaurants Bukhara, Peshawari, Dakshin, DumPukht and
Kebabs & Kurries are well known cuisine brands today. They
market a line of food products, Kitchens of India.
Chairman
Y. C .Deveshwar

6. ITC Hotel’s properties are classified under four distinct brands
that are designed cater to every segment of the Hospitality
landscape .
ITC Hotels- Luxury collection
Eleven exceptional ITC Hotels bring you the architectural grandeur of ancient dynasties and the
cultural ethos of different regions of the Indian Peninsula. A part of the world renowned Luxury
Collection form Starwood Hotels & Resorts Inc , these hotels come together to give you unique
indigenous experiences.
WelcomHotels| Sheraton
Synonymous with customers centricity and efficiency, an exquisite ITC Hotels have been aligned
under the renowned Sheraton brand, offering warm, comforting services to the global traveller
offering five-star hospitality , WecomHotels are a haven for personalized services that make
every visit memorable.
Fortune Hotels
One of the leading first-class, full service business hotels chains in India catering to the mid-
market to upscale segment in business and leisure destinations.
WelcomHeritage
Chain of Palaces, Fort, Havelis and Resorts offering unique heritage experiences that strive to
preserve the historical grander and opulence of India
“ Reduce , Re-use and Recycle “ is the Environmental message sent out by every ITC
Hotel.

9.  In 1967, Paul Dubrule and Gerard Pelisson founded the Societe
d’investissement et d’exploitation hoteliers (SIEH) hotel group and opened
the first Novotel hotel outside Lille in northern France.
 In 1974, they launched the ibis brand with the opening of the ibis Bordeaux.
The following year, SIEH acquired the Courtepaille and Mercure brands, and
in 1980 the Sofitel hotel brand, which then consisted of 43 hotels.
 Two years later, in 1982, the SIEH bought Jacques Borel International,
then world-leading brand offering restaurant vouchers.
 In 1983, the group, which had restaurant ticket and hotels, its changed
name to the Accor group.

10.  In 1985, it launched Hotel formula 1 brand, offering basic
accommodation at low prices.
 Five years later, in 1990, it entered the North America market by
acquiring Motel, and later the Red Roof Inn chain, which it later
sold to Starwood and a consortium of Citi’s Global Special Group
and Westbridge Hospitality Fund L.P. respectively.
 In the 1990s, it diversified to include Accor Casinos and 2004,
bought a nearly 30 per cent stake in Club Mediterranee.
 In June 2010, the shareholders of Accor approved the demerger of
its hotel and voucher businesses. Accor Services became Edenred.
The two entities started trading as separate companies on the Paris
stock exchange from 2 July 2011. In 2011. Accor introduced its new
brand positioning with the slogan: open new frontiers
hospitality.

11.  In November 2013, Accor redefined its group business model on two
core competencies:
 Hotel operator and Brand franchisor(HotelServices) and hotel owner
and investor(Hotelinvest).
 In October 2014, Accor transferred management of its Central
European operations to Orbis. In December 2014, Accor announced an
alliance with Huazhu (China Lodging) to accelerate expansion in China.
 In June 2015, Accor announced became AccorHotels and adopted a
new tagline “Feel Welcome”.
 In December 2015, Accor announced the purchase of US$2.9 billion
cash and shares of FRHI Hotels & Resorts, the owner of Fairmont,
Raffles, and Swissotel chains.
 The transaction will add landmark properties such as the Savoy Hotel in
Landon, Raffles Hotel in Singapore and the Plaza Hotel in New York to
Accor’s Luxury and high-end hotel portfolio.

13. Hotel Canberra
Hotel SO Sofitel, Bangkok
Ibis Hotel, Mumbai

15. In-room safe
(Laptop
compatible)
Yes yes
Health club Yes Yes
Climate control Yes Yes
Luggage
Storage
Yes Yes
Number of
Rooms
162 600
Free Valet
parking
Yes Yes
Free wi-fi Yes No (Surcharge)
The Accor Metropolitan Grand Chola

16. 24 hour business
Center
Yes Yes
Climate control Yes Yes
Number of outdoor
pools
1 3
Iron/ironing board Yes (on request) Yes
Pool cabanas Yes (complimentary) Yes (surcharge)
Debit card not
accepted
Yes No
Down comforter No Yes
Complimentary
newspaper
Yes Yes

18. ITC hotel facilities

19.  http://www.accorhotels.com
 http://www.itchotels.in
Bibliography

20. ure

21. Role play.1
Mr Praveen Desai is an FIT guest, and requires a twin room for 03 days.
Accept the reservation & confirm it. As he id s frequent visitor , he has
to be given a complimentary wine bottle and requires to be picked up
from the airport. Check him in on his arrival at the hotel. During his stay,
he wants a car rental to be arranged for him. Messages are also
accepted on his behalf. He checks out after three days.
Roles of:-
1. Reservation assistant
2. Front office assistant
3. Bell boy
4. Concierge
5. Cashier
6. Valet

22. Reservation
Reservation assistant-
 Wish the guest and announce the
name of the hotel’s name
 Obtain the guest’s name
 Check the name profile is available
in PMS
 He is a frequent visitor so Wish again
 “hello Mr Praveen Welcome you again in Our hotel, we are too happy
that another time you chosen our hotel thank you once again.”
 Ask his reservation requirements.
 According to their reservation requirement check Horizon and room
availability.
 He is asking for Twin room for 3 days, it is available.
 Then ask arrival and departure date and all important things that
required.

23.  As a frequent guest, he has to be given
a wine bottle and to be picked up from
Airport.
 So tell him to send the copy of his air
ticket because he is a frequent guest
so our hotel is giving him airport pick
up service as a complimentary.
 Ask him sir any more requirements
you want to add.
 Re- conform all the details with the
guest.
 Send details of pick up to concierge,
and wine bottle to house keeping.
 Tell him his Cut off date and ask him when are you conforming his
reservation.
 He is conforming his reservation at on reservation time so tell him to
send his credit card number , expiry date and card slip with signature.
 When he send it then block his reservation and send him room

24. Pre-arrival
FOA
 Allocate rooms in advance for all the current day’s arrivals
 Instruct the housekeeping department to ensure that all the specified rooms
are thoroughly cleaned and ready for the guest to check-in.
 Inform the Concierge about the detail of the guest who have to be picked up
from the airport.
 Send the Amenities Vouchers to the Room service and housekeeping
department, so that wine bottle can placed to guest room as
complimentary.
Concierge
 Send the information about guest to Airport Representative , Valet and a bell
boy.
 Inform the valet and give all detail.
 Check car and grooming of the Driver.
Bell Boy
 Take all information of guest and go with the Driver to pick up the guest.
 When meet the guest then greet the and ask to take his luggage into the car.

25. Valet
 Check the car carefully that all things are ok or not.
 Go to airport before the guest come.
 Meet Airport Representative and get all information about guest
 Greet the guest
 Count the luggage and put carefully or properly in the car.
 When reached at hotel stop the car at front of the hotel.
 When Bell boy will keep the luggage with and guest will gone to hotel
then park the car in the parking

26. Arrival/Check In
FOA
 Greet the guest
 Ask for last name or first
name of the guest
 Search for the reservation record
and print registration form
 Tell to guest, Mr Desai its your
reservation detail , Please check it and conform, it is it ok?
 Request for ID proof
 If you have any more request so me I will like to add it.
 If is it all ok then please sign on it.
 Thank u Mr Desai.
 It’s your Key , after cutting the key card.
 Fill u the Errand card and hand it over to the bellboy with
instructions to escort the guest to his room.
 File one copy of the Registration card and send the second copy to

27. Cashier
 See the guest detail and open the guest folio.
 Take the detail of credit card and cut the payment of 03 days for twin
room.
Bell boy
 Keep out the luggage carefully and
check all are there and all are ok.
 Go on check in with the Guest.
 Take Errand card from the FOA and
take signature of the guest.
 Keep the luggage to the bell desk.
 Tag the luggage tag.
 Go with the guest to the room and
explain all facilities .
 When entered the room explain all facilities of room.
 Tell him also wine bottle which is given him as complementary.
 Tell him “Have a nice day” and come out from the room.

28. Occupancy
FOA
 If any messages come for the guest then Write it on message paper or print
the message and make a more copy.
 Fold it carefully, put it in a envelop and give to the bell boy to drop it into
guest’s room.
 Take a copy at Front Desk.
 According to the guest request inform the concierge to arrange a car for the
guest during their stay.
 Whatever request come forward it according to department.
Bell Boy
 Drop the message given by FOA
in guest’s room.
Concierge
 Arrange the car And check it all the things are ok in it, before the guest go
and after the guest come.

29. Departure
FOA
 Take information of check out.
 Give request for preparing bill to the
cashier and bringing down the baggage
to bell boy.
 Take the keys from the bell boy and de- activate it.
 Check un-delivered mail and messages and hands them over the guest.
 After cashier clearance and bell boy’s information that he loaded the
baggage then update the room status and inform Housekeeping about the
departure.
 Give the feedback form to the guest.
Cashier
 Given information of guest departure prepare the bill.
 After opening the Departure Errand card by bell boy then finalize the guest
folio.
 After taking full payment by the guest then settle the bill.
 Inform the FOA and bell boy that the bill is settled.

30. Bell boy
 Bring the guest’s baggage down from the room after colleting the
room key, making a cursory check in the room for any damaged or
missing hotel property and entering the baggage in the Errand card.
 Open the Departure Errand card.
 Check the baggage tags and if tag is torn/ damaged replace it with a
new one.
 Place the baggage at the bell desk.
 Deposit the key at reception.
 After getting clearance from the Cashier about bill settlement load
the baggage on transport and get the guest’s signature on the Errand
card.
Concierge
 Arrange the car to drop the guest on Airport.
Valet
 Check the car and count the luggage.
 Drop the Guest carefully

31. ( Hotel logo and address )
Message for: ( Guest name with salutation )
Room:
Date:
Time:
[ place the message content here ]
Created by user : ( User name )

34. Bibliography
 www.pinterest.com
 Setupmyhotel.com - Hotel Setup Tips,
Sample Formats, Hotel SOP's ...

35. “Health is wealth” and cleanliness is the main important part of our
health.
 Housekeeping is the department that
deals essentially with cleanliness and
all ancillary service attached to that.
 The standard plays an important role in
the reputation of the hotels.
 One feels comfortable only in the
environment which is clean and
well ordered, so cleanliness
is important for health foremost also
for well being.

36.  Accommodation in hotels tend to
be the largest part of the hotel, it
is the most revenue generating
department, the housekeeping
department takes care of all rooms
is often largest department, the
housekeeping department in hotels.
 The room is often are offered as accommodation to
travellers/ guest as individual units of bedrooms.
 Some interconnected rooms are
also made which will be helpful to
the guest and families.
 Many hotels offer suits to the guest.
So if guest will be happy then
he will stay more days or next time
they will come in our hotel.

37. Linen Room Attendant-
1. Issues clean linen to the various department.
Room Attendant-
1. Responsible for the actual cleaning of guest rooms and bathrooms.
2. Maintains the Room Status Report.
Houseman-
1. Responsible for heavy physical cleaning required in guest rooms and
public areas.
Head Houseman-
1. Supervises the work allotted to housemen especially in the public
areas.
2. Public area supervisor at night.
Horticulturist-
1. Responsible for the landscaping, indoor plants and flower
arrangement.
2. Maintains a daily supply of fresh cut flowers.
Head Gardener and Gardeners-
1. Maintain all the indoor and outdoor plants.

38. Layout of a standard room

39. • 24-Hour Front Desk
• Unlimited Wi-Fi access
• Outdoor Pool
• Jacuzzi
• Non-Smoking Room
• Laundry Service
• Air Conditioned
• 24-Hour Room Service
• 24-Hour Security
• Adjoining Rooms
• Audio Visual Equipment
• Baby Sitting on request
• Bar
Basic Amenities and facilities in a Five star Hotel
• Concierge Desk
• Conference Facilities
• Currency Exchange
• Doctor on Call
• Door Man
• Elevators
• Executive Desk
• Executive Level
• Exercise Gym
• Express Check In
• Express Check Out
• Fax
• Heated Guest Rooms

40. • Lounge
• Meeting Facilities
• Multilingual
• News Stand
• Outdoor Parking
• Parking
• Phone Service
• Poolside Room
• Poolside Snackbar
• Porters
• Projector
• Restaurant
• Rollaway Beds
• Room Service
• Safe Deposit Box
• Security
• Shopping
• Spa
• Sprinklers In Rooms
• Steam Bath
• Suite
• Tour Desk
• VIP Floor
• Wakeup Service
• Wheel Chair Access
• Handicap Facilities
• Health Club
• International Direct Dial
• 24 Hours Coffee Shop
• 24 Hours Car Rental Desk
• Business Centre

42.  http://www.answers.com
 extendedstayer.wordpress.com
 http://chanceryhotels.com
Bibliography
 https://www.youtube.com/watch?v=ub3N
1_fBZnI
 https://www.youtube.com/watch?v=7ts1W9I
ssjc

43. Case-2
 Accept a reservation for FIT guest and confirm it.
 Check in the guest.
 Accept a trace for an extra blanket and pillow.
 Put a locater- Guest in coffee shop till 15:00 Hours.
 Extend the guest’s stay by two days.
 Post 5 bills –
 Create a single guest folio. Settle the bill and check out
guest
 room tariff
 tax
 laundry
 bar
 mini bar.

46. Reservation New Reservation
{ Then click on new and fill the form according to the guest}

47. Reservation Screen – Blank Online/PMS Reservation Form

48. After filling the form click on “OK” command button.
Then the Guest Reservation No. will appear

49. Then go on Home Screen and
Front Desk Arrivals

50. Reservation Screen – Arrival Stage of Guest Cycle

51. Reservation Screen – Checked In Stage of Guest Cycle

52. Then click on the “SEARCH”button and select the
guest
Click “ CHECK IN” button
Now the Room No. Will Show

53. Then go to the Home Screen and
Front Desk In House Guests

54. Then select the guest and click on the “OPTION” button

55. Then click on the “TRACE”

56. Select the Housekeeping and write blanket and pillow
in the box and click on “SAVE” Then click on the “CLOSE”

57. Then select the guest and click on the “OPTION” button

58. Click on the “LOCATER”

59. Put a locator - Guest in coffee shop till 15.00 hours.

60. Put a locator - Guest in coffee shop till 15.00
hours.

62. Go to the Home Screen and
Front Desk In House Guest
Then select the guest and click “BILLING” button

63. Then the “LOGIN” form will appear
Then LOGIN and click on the POSTING

64. Post 5 bills – room tariff, tax, laundry, bar and mini bar.

65. Post 5 bills – room tariff, tax, laundry, bar and mini bar.

66. Create a single guest folio.

67. Settle the bill and check out the guest

68. Settle the bill and check out the guest

69. Then click on ‘CHECK OUT’ and EXIT

70. TASK-5
Role Play No.1
Ms Jennifer Ross wants to make a booking for 05 nights at
your hotel. The room type that she is asking for is not
available. It is her first trip to the city . On arrival she insists
that 02 pieces of luggage be kept at the left luggage room.
She checks in to the hotel. She wants to do a sight - seeing
trip of the city and the surrounding places. She has a fax to be
sent and calls the business centre. During the stay she asks for
a bottle insists that it be given as complimentary.

71. As a Front office Supervisor I will first great the guest, as check the
room ability that she is asking for. If that kind of
room will not available I will apologizes for it and
I will give her two option first she can make
reservation immediately : but it will be put on
Waitlist and when that room will available then
conform it . The second option will to book a
superior room, for which she could give a discount
so that the differential cost( First will be lower cost
then that room or second will be higher cost then that room) will not be much
and for this room the confirmation will be immediate . According to her I will
tell to FOA to book the reservation.
According to her accommodation I will
inform the Concierge to arrange a car for her for
seeing trip. And also inform to housekeeping to
give a Fax machine in her room.
I will call her to conform that all thing that
she was asking that are available or not, and I
will also ask anything else she want.

72. As she is insisting for a champagne as
complimentary I will give her two option that
she can take champagne or she can take
discount on her room bill which was told her at
reservation time.
As her last requirement to that she wants to
kept 02 pieces of luggage as the left luggage,
on departure I will inform to Bell Captain.

73. Bell captain will do this following things:-
• He ensure that the guest has settled his bill with the hotel.
• He then inspects/scans the baggage and bring any pre- existing damage, to
the attention of the guest . He enters the description of the baggage on the
luggage tag and strings it to the baggage . The tag has a number and a
counter foil with the same number.
• He enters these details in the Left Luggage Register.
• He tears off the counter foil of the Luggage Tag and hands it over to the
guest.
• The bell boy is then instructed to deposit the luggage in the Left Luggage
Room.

75. Layout of a standard room

77. Nest thermostats
"Hotels were always better than your
house," Starwood Global Brand Leader
Brian McGuiness told , "until
people started doing great things to
their houses and hotels needed to
catch up." That's what kicked off the
boutique hotel craze years ago, he says,
and now, several years later, it's also
what's kicking off the smart hotel craze.
A prime example: Nest thermostats in guest rooms, the first of several
connected home innovations that are sure to be installed across brands.
What Starwood is trying to create, says McGuiness, is "an entirely
hands-free hotel room experience
Hotel Future facilities

78. RFID night lights
Small stickers embedded with RFID
sensors will soon pop up in Aloft hotels
around the country, but you'll never see
them: they'll be hidden under the carpet
near your bed. Triggered by movement and
weight, these stickers will sense when you
wake up in the middle of the night and
trigger the night light in the bathroom.
Robot Butlers
Aloft has been testing the so-called "Botlr"
at its Cupertino and Silicon Valley properties
since last August. Soon, the digitized butler
will be ready for the national spotlight. Put
in a request for service via your SPG
app—more towels, for instance—and
housekeeping will stash your items in the
Botlr's internal compartment before dispatching him to your room

79. Smart mirrors
Spotted in a model Four Points room:
a smart mirror embedded with a
customized touchscreen display populated
with things like your email, Twitter feed,
sports scores, or headlines. Designed to
replace the full-length mirrors in rooms,
these would allow you to cross a few things
off your to-do list while brushing your teeth.
Personalized room settings
Starwood has long kept tabs on its guest
preferences. Soon, you'll be able to tell
the SPG app your preferred temperature
and lighting settings (do you prefer white
light? Amber tones?) so that any room is
calibrated to your specifications.

80. Connected room service carts
The same RFID stickers that trigger your
night-light will also be attached to room
service carts. The big idea: when a cart is
left outside a guest room, a sticker hidden
near the door will sense the room service
cart and alert housekeeping to clear away
the mess. No more unsightly leftovers cluttering the hallway, at last.
Smart appliances
On the heels of those Nest thermostats
will come other smart appliances, like coffee
makers that start brewing your morning
cup automatically. Thanks to a small converter,
basically any appliance in a Starwood room can
be made "smart" and controlled through the
SPG app.

81. seamless streaming
Aloft's Cupertino property is a natural
testing ground for Apple technologies
of all kinds, and the hotel has been
piloting Apple TV for years now. Now,
Starwood is also testing Kindle's rival
service to see which will win the battle.
Oculus rift rentals
Unsure whether you really want to
go skydiving or zip lining?
Loaner
units of the virtual reality system
Oculus Rift might help you decide.

82. Virtual reality bike rides
Another potential application of VR
technology? Augmented workouts.
Starwood is creating dedicated footage
to make you feel like you're bike riding
through the Spanish countryside or
Frankfurt when in fact, you've never
left the hotel gym.
Beautiful Solar Panels
Element hotels are working on bespoke
solar canopies that incorporate pretty
solar energy tiles. And it’s not just about
powering your room—at the trial property
in Dallas, guests can sit under the solar
panel canopy and charge their devices
with the power of the sun

83. Neobar and E-Tray - By Bartech: Fitted with energy efficient
compressors using an eco-friendly refrigerant and equipped with
detection capabilities, Neobar can maximize efficiency of minibar
operation.
HD Weave Carpet- By Brintons Carpets: HD weave carpet is
produced by a patented carpet loom that can weave up to 32 colours.
SuperDock DN 7000- By DNet Solution: Using electro-magnetic
induction, the dock works with all kinds of smart devices with built-in
speakers. It also comes with USB charger ports and alarm clock.
Guest Communication Center- By Fingi: GCC is a multiple
charging station, with an IP speakerphone and can be the room’s
Internet access point.
Aelement- By Salto Systems Asia: The wireless locking system
allows cell phone to act as contactless data carrier to open and control
access controlled doors.

84. TELY- By Service Technology Partners: With TELY, the call agent can
communicate visually with the guests by pushing media and information
like room service, dining, way finding, etc. to the TV screen.
iFlyPad- By Spicy Innovations:
iFlyPad is a suction pad that works
on all smartphones and tablets. It can
be used in many locations from back
seats of flights to suitable surfaces in
bathroom and kitchen.
Hotel ONAIR- By VDA Asia Pacific: The guests can experience the
hotel by viewing its offerings and city attractions, and stream their own
music, videos and pictures wirelessly to the TV.

85. Display Board- For automatically
open and close the curtains and
switch on and off the night lamp.
Open and close the curtains- to
make services easier and fell the
guest more comfortable.
Remote- For massage on
bad and bed easy to adjust

86. Adjustable bed- Adjustable
bed by remote according to guest
accommodation.
DND button- A display button
to DND set from inside of room
which is visible from outside

87. Magnetic card-
 To enter place your card in front of the display
 To activate electricity insert your card
Display board-
 To adjust room temperature
 To adjust room light
 To switch bedside lamp on or off
 To draw and open the curtains
 Do not disturb
Remote
 To adjust the bed
 To activate massage press the lower set off buttons
iPad
 Scroll the list and select your desired services
 To order housekeeping or order services
 Restaurant reservation
Television
 Big screen television with 3D glass on blue-ray
 For your personal input select Guest Sockets

89. Bibliography
 www.pinterest.com
 www.travelandleisure.com
 https://www.youtube.com/watch?v=hd7v1pB-
w1o