The document is a hospitality assignment submitted by Ponmathi.M to Mr. Bob, a hospitality faculty. It includes an acknowledgment, introduction on hospitality, profiles of Taj and Holiday Inn hotel chains, their histories, facilities offered, guest cycles, roles of different departments like front office, housekeeping etc. It also includes a role play, case study on making a hotel reservation and charging items using Fidelio software and conclusion.

1. Hospitality Assignment
Submitted by,
Ponmathi.M
M2 batch
FIAT trivandrum
Submitted to,
Mr.Bob
Hospitality faculty

2. Acknowledgment
I would like to thank my family and friends who supported me to do this
assignment and our hospitality faculty for his friendly guidance. I thank
God for giving me this opportunity.

3. Introduction
The friendly and generous reception and entertainment of guests,
visitors, or strangers.

4. A
Domestic chain...

5. Profile
 Founded - 1903
 Founder - Jamsetji Tata
 Headquarters - Mumbai,Maharashtra,India
 Key people - Cyrus Pallonji Mistry(Chairman) and Raymond
Bickson (MD & CEO)
 Products - Hotels, Resorts, Palaces, Taj safaris, Tajair and spa
 Parent - Tata Group
 Website - www.tajhotels.com
 In 2009 the company was ranked 11 in the world's top 100 reputable
companies by Forbes Magazine

6. History of Taj
 The Company was incorporated in 1902 and it opened its first hotel, The Taj
Mahal Palace & Tower, Mumbai, in 1903.
 The Company then undertook major expansion and became a well known and
major hotel chain in India.
 In 1980, the Taj Group took its first step internationally by opening its first hotel
outside India.
 During the 1990s, the Taj Group continued to expand its geographic and market
coverage in India.
 In 2000, the Taj Group entered into a partnership with the GVK Reddy
Group.
 In 2003, the Company celebrated the centenary of the opening of its Flagship
hotel, the Taj Mahal Palace & Tower, Mumbai.

7. Few Latest Global Awards
 Taj Lake Palace Udaipur featured in Platinum Circle of the CNT USA Gold
List 2013 with an overall score of 94.2.
 The Taj Lake Palace, Udaipur featured on the list of T+L Top 500 Best Hotels
in the world with an overall score of 92.92
 Rambagh Palace, Jaipur featured on the CNT USA Gold List 2013 with a
score of 91.0

8. Few National(Indian) Awards
 'Karavalli', the iconic restaurant at The Gateway Hotel Residency Road,
Bangalore has been conferred the All Time Favourite Restaurant for 2012 at
the NDTV Good Times Food Awards.
 Conde Nast Traveler India lists Vivanta by Taj Bekal, Jiva Grande Spa as
amongst the 15 best spas in the world.
 Conde Nast Traveler UK Hotlist Best hotels 2012 for Vivanta by Taj - Bekal,
Kerala.

9. Few Regional Awards
 Taj Palace Hotel rated the Best City Hotel Delhi at TTG Asia awards 2010 in
Singapore.
 Taj Palace Hotel, New Delhi, rated ‘Asia’s leading meeting and conferences
hotel’ at the 17th World Travel Awards 2010
 Best in Travel 2010 Hot 25 - Business Hotels - The Taj Mahal Palace,
Mumbai has been Cited for Excellence as a Hot 25 Business Hotel in Asia by
SmartTravelAsia.Com readers.

10. Some Hotels of Taj

11. First hotel, the "Taj Mahal Palace" in Mumbai, India.

12. First five star deluxe beach resort, the "Fort Aguada Beach Resort" in
Goa.

13. First hotel outside India, the "Taj Sheba Hotel" in Sana'a, Yemen

14. The "Taj palace Hotel", New Delhi

15. Some hotels Outside India

16. Blue Sydney,Australia

17. 51 Buckingham Gate, Taj Suites & Residences,London

18. The Pierre, New York, United States

19. Brands of Taj

20. Gallery!

21. Heritage Block of The Taj West End, Bangalore

22. Taj Spa at The Taj Exotica, Goa

23. Falaknuma Palace in Hyderabad, India

24. Grand Lily Pond at Taj Lake Palace, Udaipur

25. Taj Bengal',Belvadere Road ,Kolkata

26. Rooftop sleep-out on a private Machan (jungle platform) at Baghvan, Pench
National Park

27. Water Bar at Blue Sydney

28. Vivanta by Taj

29. Hotel Taj, Galleface - Colombo; decorated for Christmas

30. Taj Exotica Resort & Spa, Maldives - Rehendi Suite Deck Service

31. An
International chain...

32. Profile
 Founded - Memphis, Tennessee (August 1, 1952)
 Founder - Kemmons Wilson
 Headquarters - Denham, Buckinghamshire, United Kingdom
 Number of Locations - 3,414
 Area served - Americas, Europe, Middle East, Africa, Asia-pacific
 Services - Food services, lodging, conventions, meetings, timeshares
 Parent - InterContinental Hotels Group
 Website - www.holidayinn.com

33. History of Holiday Inn
 Kemmons Wilson initially came up with the idea after a family road trip to
Washington, D.C., during which he was disappointed by the lack of quality and
consistency provided by the roadside motels of the time.
 The first Holiday Inn opened at 4941 Summer Avenue in Memphis, the main
highway to Nashville, in August 1952 as Holiday Inn Hotel Courts.
 Holiday Inn became Holiday Corp. in 1985 when it incorporated various hotel
brands such as the all-suite, Embassy Suites and the luxury brand, Crowne
Plaza.
 Later, Holiday Inn was acquired by the Bass (beer) corporation before
becoming part of the Intercontinental Hotel Group in 2003.
 Today, Holiday Inn boasts 1338 individual locations worldwide, representing
more than 245,000 hotel rooms.

34. Brand of Holiday Inn

35. Gallery!

36. Crowne Plaza London - St. James

37. Holiday Inn, Nicosia, Cyprus

38. Holiday Inn, Southampton, England

39. New style Holiday Inn near the Chicago Midway International Airport

40. Holiday Inn in Everett, Washington

41. Fachada Hotel Holiday Inn Parque Anhembi

42. The Great Sign as once seen on US highways in the 1950s, 60s, and 70s

43. Holiday Inn in Cardiff

44. Express by Holiday Inn, Park Royal, London.

45. Orlando Resort

46. Orange Lake Legends golf course in Orlando

47. Comparison Of Taj and
Holiday Inn...

48. Facilities offered by Taj
 5 Star Accommodation
 Restaurants and Bars
 Banquets and Conferences
 Airport transpoer (on request)
 Barber shop
 Beauty salon
 Business centre(24hrs available)
 Shopping arcade
 Parking
 Mobile Phones on hire
 Swimming-Outdoor pool
 Tennis club
 Car rentals
 Currency exchange
 Florist
 Health/Ayurveda centre
 Laundary services
 Library
 Tavel desk - Ticketing and tour
 Medical Services (doctor on call)
 Fitness centre
 Lounge
 Luggage storage
 For physically challenged

49. Facilities Provided by Holiday Inn
 Free express start(Breakfast Bar)
 Free high speed internet access
 Laundry facilities
 An indoor pool and waterslide
 A fitness room
 Transportation
 Exercise facility featuring a
treadmill, Lifecycle, stair master,
recumbent bicycle, and free weights.
 Spa
 Restaurants and Bars
 Dress code
 Wake-up call
 Jacuzzi
 Game Room
 Pet Friendly
 Gift Shop
 Handicap Rooms
 Accommodation
 Guests service desk
 Cooking school
 Kid's club
 Flight and ticket arrangement
 Shopping

50. Guest Cycle

51. Reception

52. Reservation Procedure
 Mandatory Informations
 Full name
 Number of rooms
 Type of room
 Mode of payment
 Number of guests
 Resources
 Time of arrival
 Optional Informations
 Date of birth
 Contact number
 Address
 Email ID
 Occupation
 Mode of arrival and so on...

53. For foreign guests
 Passport number
 Visa number
 Driving license
 Issue place
 Nationality
 Method of guarantees
 Purpose of visit
 Number of days in Country
 Date of expiry

54. Pre-Arrival
 Check for expected arrival list for the
house position
 Block room in room rack and
inform house keeping to make the
room ready before the arrival of
guest
 Ensure that keys of particular rooms
are available at the reception
 Inspect the room and confirm its
cleanliness and hygiene
 Check for any mail or message for
the guest
 pre-register the guest

55. Check in
 As soon as guest enters,check in
 Hand over the Guest
Registration Card (GRC)
along with an open pen to the
guest and assist him to fill the
form
 Request for a signature too
 Note down the number of bags
 Hand over the key and explain
the location
 Bell boy will lead them to their
room and will help them carry
their luggages
 Wish them a pleasant stay

56. Service provided by front office during a guest stay
 Front Office
 Electronic safe deposit locker
 Currency exchange
 Letter or message handling
 Prepare bills
 Bell Desk
 Miscellaneous jobs
 Giving newspaper
 Getting medicine
 And fullfil guest's needs
 Telephone Department
 Wake up call
 Active and deactive call
 Raise the charge voucher
 Transfer the receive calls
 Travel Desk
 Provide information about
transport
 Tour packages

57. Departure
 When a guest is about to check out,a bell boy arrives and take his
luggages and bring it to lobby
 The bell boy should wait for the guest to register at the front office
 The recetionist will fetch the room key
 Lead the guest till entrace,if he requires any help,then do it otherwise
thank him for staying with us

59. Housekeeping Department
Executive Housekeeping
Horticulture Manager laundry
service
Assistant
housekeeping
Manager linen
room service
Horticulture
supervisor
Gardeners Launders
Laundry supervisor Desk supervisor
Guest area Public area
Linen room Linen room supervisor Seem stress

60. Housekeeping
‫ﮜ‬ This is equally important to
front-office
‫ﮜ‬ Known as the backbone of
hotel
‫ﮜ‬ Front-office couldn't give room
without contacting
housekeeping department
‫ﮜ‬ They will clean and make the
room shiny
‫ﮜ‬ If housekeeping doesn't work
properly,the hotel will go on loss
‫ﮜ‬ They will serve guest on
demand

61. Executive Housekeeper
‫ﮜ‬ Planing and organising works and
coordinate with his staffs
‫ﮜ‬ Recruiting new staffs and inducting
them to proper training programmes
‫ﮜ‬ Dismissal of staffs when they are found
unsatisfied
‫ﮜ‬ He expected to supervise the hotel
‫ﮜ‬ He is expected to pay courtesy calls to
long staying guests
‫ﮜ‬ He is responsible for guest amenities
‫ﮜ‬ He prepare and present the annual
housekeeping budget
‫ﮜ‬ He maintain the records of staffs

62. Desk control
‫ﮜ‬ Coordinates between in-house guest
and ofrest of the department of hotel
‫ﮜ‬ Desk supervisor controls the lobby
‫ﮜ‬ In-house department takes
responsible for food and beverages
‫ﮜ‬ It operates 24hrs
‫ﮜ‬ It maintains guest call
register,attendance register,lost and
found register,maintenance and log
book
‫ﮜ‬ Handle all guest complaints and
request problems

63. Laundry and Horticulture
‫ﮜ‬ Laundry service is provided for
guests also
‫ﮜ‬ They clean all the
clothes,uniforms,etc used for
hotel
‫ﮜ‬ Horticulture work to outside
agency
‫ﮜ‬ They maintain garden and
supply fresh flowers to hotel on
daily basis.

64. Layout of a standard room in a hotel

65. Role Play
£ It was a situation where a guest has made her reservation however
when she arrived,there were no rooms available in the hotel
£ She was shouting at the receptionists and the receptionists were calmy
listening and worried for what happened
£ When she stopped,the receptionist appologised and one of them
consulted manager for a solution.
£ The manager said that "lets give the same type of room to the guest in
another hotel and say him that we will take the travel responsibilities"
£ The guest was so angry and she wanted to meet the manager,so on her
demand manager came,appologised and convinced her.
£ Then she agreed for the deal.

66. Fidelio Case Study
? Make a reervation for two pax on sharing basis in a standard twin
room(stw) for 3 nights
? Mr.John,their boss called from United states at 3p.m, leave a
message for the guest to call back his boss immediately
? Post the following charges in the guest bill and check them out
o The guest consumed Champagne Rs.650
o Orange juice Rs.150
o Breakfast Rs.450
o Laundry Rs.250
o Bought chocolates for Rs.450

67. Fidelio
 Log in to fidelio software.
 Take new reservation,new,a reservation form will appear,fill all the
mandatory field and optional field if you have information.
 Click "ok" after completing the form,the reservation will be made and
the reservation number will be given.
 to check the reservation or to make any change,go to front
desk,arrivals,search.then all the reservations will appear
 To check in the guest,click "check in" given below.System will give a
room number.Now, the guest is checked in.

68.  Now, to send him a message,go to front desk again,inhome guest and
then click on "options","messages" then "new",a message box will
appear,write the message which has to send to the guests and save
it,then click on "receive".The message will be send.
 For billing go to Billing,Give cashier number as 1 and type the
password,click on "postings",go to department,select Champagne,add
price as Rs.650 and post it.Similarly do this to all other items.
 After posting bills,its time for Check-out,click on Settlement,early
departure and post,now the guest is checked out

69. Gallary

83. Bill

84. Conclusion
I have learnt alot from my Hospitality class,for that I would like
to thank our faaculty and I am sure that these knowledge will
help me always.

85. Bibliography
 Hospitality module
 www.wikipedia.com
 www.holidayinn.com
 www.tajhotels.com
 www.vivantabytaj.com
 www.ihg.com
 hixsturgis.com/services.php
 www.phiphi.holidayinn.com/facilities.htm