This document summarizes Nomaan Shaikh's industrial training experience working in the front office at the Four Points by Sheraton hotel in Vashi. It describes the front office duties including reception, concierge services, and selling rooms. It provides details on the front office hierarchy and specific front office and concierge duties observed by Nomaan during the training. It concludes with some of the operational learnings, such as using the property management software, checking guests in and out, and closing out the business day reports.

1. INDUSTRIAL
TRAINING
EXPERIENCE
Nomaan Shaikh
NCHM Number - 123387
SYBSC In H & HA
IHM Mumbai

3. INTRODUCTION
Front office at Four Points by Sheraton, Vashi
essentially comprised of -
• Reception,
• Concierge services,
• Telecommunication,
• Services offered (travel desk, currency exchange)
• Selling rooms.
• Cashiers & Night auditors

4. HIERARCHY
General
Manager
Front Office
Manager
Team
Leaders
(Front Office)Sr. Team
Leader
(Concierge)
Bell Boy
Front Office
Associates
Duty
Manager/Gues
t Relations

5. FRONT DESK DUTIES
OBSERVED
• Using Opera as the Property Management Software.
• Checks in & out guests as per hotel standard practice.
• Ascertains guests satisfaction throughout the stay and
beyond.
• Handles all guest interactions with a superior level of
professionalism.
• Cashier duties.
• Working in synergy with other department personnels.
• Working to meet guest expectations.

6. CONCIERGE DUTIES
OBSERVED
• Ensure that any and every practical demand
from a guest is catered to.
• Cab bookings,
• Scheduling Mumbai city guides,
• Generating itinerary on demand
• Assistance in terms of baggage handling.
• Ensuring supplies and placing order for the same when
needed.
• Newspaper ordering.
• Primary personnel in charge of the LLR.
• Heading bell desk and trainees.

7. • Co-ordinating with security to ensure communication of cars
being arrived for picking business guests (reporting to
companies)
• Compiling daily competition reports.
• Resolving basic guest queries.
• Assisting guests with luggage, escorting guests.
• Ensuring C-form handover being given to Hotel typist for
data feeding.
• Making ‘Paging’ posters for Guests availing the pick up
service
TASKS & RESPONSIBILITIES

8. • Maintaining the LLR.
• Tallying checks (all POS) against Journal by
Transaction report
• C-Form cropping and verification against
relevant report.
• Backing up (Scanning) reg cards generated for
the day.
• Bucketing.

9. OPERATIONAL LEARNINGS
• Basic team leader experience - Heading trainee batch, making roster; being held
accountable for trainees’ presence/absence.
• Basic team player experience - constant coordination with departments to ensure optimal
work. (with Security, HK)
• Using VICAS and Opera system (basics)
• Updating Guest profiles and printing reg cards.
• Making guest room keys.
• Phone handling.
• Verifying bill payments (CC) by tallying against Journal by Transaction Code Report
• Auditing MICROS to close the business day.
• Checking a guest in (as per hotel standards)
• Report printing & documenting (Night Operations)
• Being accountable on actions by using the lobby attendant control book.
• Time management (Night Shifts)

10. He profits most who serves best
.
~ Arthur F. Sheldon

11. Thank You!