Task 2 of the Frankfinn Hospitality module. Hope you find it beneficial while preparing your presentation.

1. TASK 2
ROLE PLAY
Submitted By: Uzair Baig
Submitted To: Saurav Chowdhury
Batch: Z-4
Center: Nagpur
Year:2017-18

2. Left To Right : Alan (cashier), Pooja (Telephone Operator/Receptionist), Shubhasish (Bell Boy),
Kartika (Reservation assistant), Ashish (Mr. Peter Jackson), Carol (Mrs. Jackson),
Uzair (Front Office Assistant)

3. FFIT (FOREIGN FREE INDIVIDUAL TRAVELER)
 Mr. & Mrs. Peter Jackson
 Are FFIT guest and require a double
room. Accept the reservation and put it
on wait-list. After three days, confirm
the reservation.
 On their arrival check them in. they
need to be given a complimentary fruit
basket and flower basket.
 During their stay, he wants $500/- to be
encashed for him. Later they also want
a traveler's cheque of Rs5000/- to be
encashed.
 He also requests a daily wake up call
for 0600Hrs. He also requires a fax to
be sent and a letter to be mailed.
 They check-out after four days.

4. THE GUEST CYCLE

5. RESERVATION
 Mr. Peter Jackson required
a double room for four
days. So on 26th May he
called The Timber Trunk.
The reservation assistant of
The Timber Trunk, Pooja
Pawar accepted the
reservation and put it on
waiting-list.
 After three days, the
reservation was confirm
and this was informed to
Mr. Peter Jackson

6. RESERVATION 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.
 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.

7. PRE-ARRIVAL
o Pre-Arrival Take all the document pertaining the foreigner .
o Check for expected arrival list for the house position.
o Check foreigner requirement from the voucher or confirmation
letter, and note any special rooming requirement.
o Block room in the room rack and inform house keeping to make the
room ready before the arrival of the foreigner.
o Ensure that keys of particular rooms are available at the reception.
Inform to concerned person to make arrangement for traditional
welcome.
o Inform to barman to keep the welcome drink ready.
o Take final room clearance from the housekeeping. Prepare welcome
card along with room keys.
o Check the amenities provided to be provided in the room.
o Inform to bell captain the expected time of arrival.
o Check for any mail or message for the foreigner.
o Pre-register the guest.

8. CHECK-IN
o Check in Guest is made reservation and check in.
o As soon as guest enter to reception. Extend the traditional welcome to the guest.
o Ascertain room requirement, cross check with the movement list.
o Hand over the guest registration card(GRC) along with an open pen to the guest.
o Assist the guest in filling up the GRC.
o 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.
o Guest signature.
o 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.
o Police commissioner will check the information and send to FRRO (foreign regional
registration office) FRRO will register foreign details and send to particular embassy.
o Check the baggage count from the bell boy and inform the same to the guest. Note down
the number of bags on the GRC.
o Hand over the resident card to the guest and request him to sign it. Explain the location of
the room to the guest.
o 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 in-charge of the bell desk department.

9. GUEST WELCOME
o Mr. and Mrs. Peter Jackson arrives at The Timber Trunk.
o They seemed quite excited as this is their first vacation to India.
o Traditional welcome is extended by reservation assistant Kartika.

10. GUEST ENTERS LOBBY
 Mr. and Mrs. Peter Jackson enters lobby and doorman Shubhasish
welcomes them by saying Namaste!
 He guides them towards reception.

11. RECEPTION WELCOMES THE GUEST
 Receptionist Pooja and Front office assistant Uzair greet them by
saying Namaste!
 All the Formalities are being completed.
 Then front office assistant Uzair gave them their key to their Suite.

12. RESERVATION FORM

13. C-FORM

14. BELL BOY ESCORT THEM TO THEIR ROOM
 After front office assistant Uzair hand-over the keys.
 Bell boy Shubashish fill the Arrival Errand Card.
 Carrying their luggage he escorts them to their respective suite.

15. ERRAND CARD

16. ROOM TOUR AND COMPLIMENTARY GIFTS
 Guest are given a short tour of the room by the staff.
 Complimentary gifts are given to the guest.

17. SERVICE PROVIDED BY FRONT OFFICE
DURING GUEST STAY
 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
Activate and deactivate call. Raise the
charge voucher. Transfer the receive calls.
 Travel desk: Provide information about the
transport. Best mode of transport for guest.

18. CURRENCY EXCHANGE AND TRAVELER'S CHEQUE
 The guest wants to exchange $500 in Indian rupees.
 The guest also want a traveler’s cheque of Rs.5000.
 Cashier Alan is providing them with traveler’s cheque and
currency exchange.

19. CURRENCY EXCHANGE VOUCHER

20. WAKE UP CALL IS BEING GIVEN BY
RECEPTIONIST/TELEPHONE OPERATOR
 Mr. Peter Jackson and Mrs. Peter Jackson are early birds but as they
are still recovering from jet lag they ask Receptionist to give them a
wake up call promptly at 6:00 AM daily.

21. SENDING THE FAX AND MAILING THE LETTER
 The guest wants to send a fax and mail some letters.
 Kartika is mailing the letter and sending the Fax.

22. GUEST CHECK-OUT
 On departure the guest vacant the room.
 Room is checked by the house keeping department to check
everything is fine.
 Guest receives the accurate statement of the settled accounts.
 Returns the room card.

23. AMENITIES VOUCHER

24. INVOICE

25. LEAVING THE HOTEL
 The bell boy checks the errant card to ensure the bill is paid.
 He then escort the guest out of the hotel and wish them a
Happy Journey!