This document provides an overview of hospitality and reservations. It includes sections on contents, comparison of Oberoi and JW Marriott hotels, front office services for different guest types like FIT and FFIT guests, how housekeeping contributes to hotel revenue, handling situations that may occur during a guest's stay like forgetting an item, and a layout for a standard hotel room. The conclusion thanks the instructor and faculty for their support in completing the assignment.

2. HOSPITALITY AND RESERVATIONS

3. ACKNOWLEDGEMENT
I would like to express my pleasing gratitude to Mr. James
sir for his support and motivation that has encouraged for
the completion of assignment. I’m thankful to the almighty
god, my parents and my dear friends.

4. CONTENTS
• INTRODUCTION
• TASK 1
• TASK 2
• TASK 3
• TASK 4
• TASK 5
• TASK 6
• CONCLUSION
• BIBILOGRAPHY

24. COMPARISON OF OBEROI AND JW MARRIOT
OBEROI
• Indoor Multi Cuisine Restaurant.
• 24hrs doctor on call.
• Outdoor swimming pool.
• All rooms have private balconies
overlooking the gardens.
• 24hrs business centre with wireless.
• Extensive spa facilities.
• Award winning Thai & Chinese
restaurants.
• Babysitting Service.
• Conference & Banquet Facilities.
JW MARRIOT
• Hair salon.
• Arcade/game room.
• Bars and fine dining with 10 restaurants.
• Indoor and outdoor swimming pools.
• Spa and fitness center.
• Gift shops/news stands.
• ATM/banking services.
• 24hr front desk.
• Concierge services.
• Dry cleaning/ laundry services.
• Elevator.
• Luggage storage.
• Tour/ ticket assistances.
24

25. LO2 TASK2
THE RANGE OF SERVICES PROVIDED BY THE FRONT
OFFICE DEPARTMENT TO A SPECIFIC TYPE OF GUEST (FIT, FFIT,
CVGR & CIP).
FROM THE TIME THAT HE HAS MADE HIS BOOKING
UNTIL HE SETTLES HIS ACCOUNT DURING DEPARTURE.
FFIT GUEST (FREE FOREIGN INDIVITUAL TRAVELLER)
25

26. ADDITIONAL INFORMATIONS OF FFIT GUEST
 Passport number.
 Visa number.
 Driving license.
 Place of issue.
 Date of expiry.
 Number of days in country.
 Purpose of visit.
 A confirmation voucher issued to guest.
 Nationality.
 Gender.
26

28. 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 housekeeping
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 the traditional welcome.
28

29. ARRIVAL
This is the stage where the guest comes to the hotel based on the
reservation and registers himself in a room. If he is a walk-in guest he is directly
come to the hotel and enquire about a room. If he is satisfied he will take a room
and register himself. Registration is where the guest makes payment for the room
and he handed over the room key from the hotel. He is then given the registration
card to fill. He is a foreigner he has to produce valid passport, visa and foreign
currency purchase certificate. The amount he is carrying (1000$) is endorsed on the
back side of the passport, only if all these documents are clear a room is given to
the foreigner.
29

30. POST ARRIVAL PROCEDURE
• The arrival register has to be updated.
• The room chart has to be updated.
• Arrival slip is prepared and send to all departments to inform the
arrival of the guest.
30

31. OCCUPANCY
This is the stage where the guest is now
staying in the hotel. H e has provided
various services like:-
 Information.
Ticket booking.
Message handling.
Mail.
Etc by the front office.
31

32. DEPARTURE
Departure when a guest arrives, the door man 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 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 the baggage these should
be attached to the baggage. Inform scanty baggage to the lobby manager or front
office.
32

33. 33

34. TASK 3
EXPLAIN HOW THE HOUSEKEEPING
DEPARTMENT CONTRIBUTES TOWARDS
EARNING HOTEL REVENUE?
34

36. IMPORTANCE
 In order to meet the expected arrivals of the day the housing dept should inform
the front office with proper information about the ready room. No hotel would
like to provide a room to their guest in an unclean condition.
 Cleanliness is important for and also for well being. One can clean by a dirty
method but one has to be taught the clean and the right method.
 Housekeeping in a hotel provides the accommodation for the guests. The
hygiene of housekeeping is essential. The hygiene factor must be always
present.
36

37. CONTRIBUTION IN HOTEL REVENUE
In most hotels the major part of the revenue comes from the rooms. A
room empty for one night is a loss for the hotel. Cleanliness may be a reason
for low occupancy. This simply shows the importance of cleanliness.
From the cleanliness of the lobby, restaurant, public area, public area
toilets, and also from the state cleanliness of the staff uniform a guest can judge
a lot about the hotel the result of which may be positive or negative.
37

38. TASK 5
HOW TO HANDLE DIFFERENT SITUATIONS WHICH CAN
OCCUR DURING A GUEST STAY. THE CASE STUDIES CAN BE ON
ANY OF THE FOLLOWING OF THE GUEST STAY:-
 RESERVATION.
 REGISTRATION.
 GUEST STAY.
 DEPARTURE.
38

39. SITUATION [DEPARTURE]
Once in a hotel there was a guest want to take a room for 2
days. After 2days the guest goes. But he forgets to take his mobile. After
sometime the housekeeping people went to that room to clean the room.
That time they got the mobile of the guest. They gave that mobile to the
front office. Next day the guest came there and ask the front office for his
mobile.
39

40. SOLUTION
Front office manager asks him the
identification marks of the mobile. Then the guest has to
be given them to the correct details. Then the front office
manager gave him the mobile.
40

41. TASK 6
A LAYOUT OF A STANDARD ROOM AS PER THE CURRENT
SCENARIO OF THE HOTEL INDUSTRY.
AFTER ANALYSING THE GUEST SUPPLIES, AMENITIES,
DÉCOR AND CLEANING STANDARDS, DESIGN ASTANDARD ROOM
FOR FUTURE
41

42. LAY OUT OF A STANDARD ROOM
42

44. CONCLUSION
By doing this assignment I can understand the duties and
responsibilities of front office and house keeping department. In this two
departments mainly the house keeping department is taking the responsibilities
of the rooms and also the food and beverage sections. These are one of the most
important part of a hotel.
Once again I would like to thank my hospitality faculty
Mr. James sir because he gave me a golden opportunity to do this assignment.
Last but not the least I would like to thank the almighty god for his blessings.
44

45. BIBLIOGRAPHY
45
• www.google.com
• www.slideshare.com
• www.wikipedia.org