1,HOTEL NAMES 2,GUEST CYCLE 3,HOUSEKEEPING

1. HOSPITALITY
ASSIGNMENT

2. • LEARNER NAME: RAHUL GUPTA
• BATCH NO: U2
• COURSE TITLE: AHTM
• YEAR: 2016-17
• CENTRE: GHATKOPAR
• ASSESOR NAME: MEENAKSHI
GAJBHIYE

3. ACKNOWLEDGEMENT
I AM THANKFUL TO MY FRANKFINN INSTITUTE AND
FOR GIVING SUCH A ASSIGNMENT FOR THE PURPOSE
TO LEARN HOSPILITY FOR OUT FUTURE DEVELOPMENT
AND CAREER. MY SINCERE GRATITUDE TOWARDS OUR
FACULTTY MISS.MEENAKSHI GAJBHIYE MA’AM FOR
GIVING US SUCH A WONDERFUL OPPORTUNITY AND
GUIDENCE.
I AM VERY THANKFUL FOR LEARN SO MANY.

4. INTRODUCTION
According to the Oxford Dictionary,
hospitality means “the reception and
entertainment of guests, visitors or strangers
with liberality and good will”.
The word hospitality is derived from hospice
(nursing home), a medieval “house of rest”
for travelers and pilgrims.
Hospitality then includes hotels and
restaurants.

5. Chain of
hotels

6. DOMESTIC
CHAIN OF
HOTEL
UMAID BHAWAN
PALACE

7. HISTORY
UMAID BHAWAN PALACE, located at Jodhpur in Rajasthan, India,
is one of the world's largest private residences. A part of the
palace is managed by Taj Hotels. Named after Maharaja Umaid
Singh, grandfather of the present owner Gaj Singh of the palace,
this edifice has 347 rooms and serves as the principal residence
of the erstwhile Jodhpur royal family. A part of the palace also
houses a museum.

8. ABOUT
Founded in 1459 AD by the Suryavanshi Rao Jodha,
Jodhpur gradually grew around the towering
Mehrangarh Fort, built as a stronghold on the
advice of a sage. Alongwith Bikaner and Jaisalmer,
Jodhpur too is situated on the ancient silk route
that linked Central Asia and Northern India with the
seaports of Gujarat.

9. FACILITIES PROVIDES&BRANDS
1. PALACES
2. RESORT
3. HOTEL
4. RESIDENCE
5. KEMPINSKI

10. • BUSINESS CENTER
• GYMNASIUM
• SPA
• LAUNDRY
• BROADBAND & WI-FI
• OUTDOOR SWIMMING
POOL
• NIGHT CLUB
• MEETING ROOM
• FLORIEST
• CONCIERGE SERVICES
• DININGCOURIER
SERVICES
• SALON

12. THE PENINSULA HOTEL
THE INTERNATIONAL CHAIN OF
HOTEL

13. HISTORY
Overlooking Victoria Harbor, this regal, iconic hotel, built in 1928, is a 15-
minute walk from the Hong Kong Observatory and 6 km from Happy Valley
Racecourse.
Classic rooms with city views feature free Wi-Fi and flat-screen TVs. Posh,
upgraded rooms add floor-to-ceiling windows with harbor views. Polished
suites have separate living areas and walk-in closets, while lavish, upgraded
suites add bathtubs and fireplaces; some have kitchens or private chauffeurs.
Amenities consist of 2 bars and 6 restaurants, including French, Swiss and
Asian options. There's also a posh spa, a gym, and an indoor pool with city
views

14. CURRENCY

15. Amenities & services
• THE PENINSULA SPA
• FITNESS CENTRE
• MEETING,BANQUET
FACILITIES
• DRA CLEANING
• TOUR DESK
• FAX PHOTOCOPYING
• 2 TENNIS COURTS
• FISHING
• BILLIARDS

17. THE PENINSULA
HOTEL
• BUSINESS CENTER
• GYMNASIUM
• SPA
• LAUNDRY
• BROADBAND & WI-FI
• OUTDOOR SWIMMING
POOL
• NIGHT CLUB
• MEETING ROOM
• FLORIEST
• CONCIERGE SERVICES
• DININGCOURIER SERVICES
• SALON
• THE PENINSULA SPA
• FITNESS CENTRE
• MEETING,BANQUET
FACILITIES
• DRA CLEANING
• TOUR DESK
• FAX
PHOTOCOPYING
• 2 TENNIS COURTS
• FISHING
• BILLIARDS
• GYM
• WATER FALL
• PARKING
UMAID BHAWAN
PALACE

18. GUEST CYCLE

19. GUEST CYCLE
The hotel guest stay cycle can be divided into four main stages.
Within these four stages there are important task related to
guest services and guest accounting.
Front office employees must be aware of guest services and
guest accounting activities at all stages of the guest stay. Front
office staff can effectively serve the guest if they have a clear
understanding of the flow of business in hotel. Guest Cycle also
represents a systematic approach to front office operations.

21. EXPLAIANATION
PRE-ARRIVAL is the stage whare the guest chooses
the hotel and makes the reservation. Important
information is gathered at this stages, which allows
the next stage to run smoothly.
The arrival stage is where the guest actually arrives
and registers at the hotel(check in). Here the guest
verifies the information gathered previously at the
reservation stage, confirms method of payment,
signs the registration card, and collects the key.

22. The occupancy stage deals with security of the guest along with
the coordination of guest services to ensure guest satisfaction
and try to encourage repeat guests. The front desk plays an
important part at this stage as this is the are where guest will
make their requests or air their problems, to which the front
desk agents need to respond in a timely and accurate manner. At
this stage the front desk need to keep guest accounts up-to-date
so that the final stage of the cycle runs smoothly.
The final stage of the cycle is DEPARTURE, which is when the
guest is ready to check out. The main objective here is to settle
the guest account, update room status information, and create a
guest history record. In an attempt to ensure repeat guests it is
important to find out if the guest has enjoyed their stay at this
point.

23. ROLE PLAY NO:1
1) MR.RV ARRIVES THE AIRPORT AT 10.00 AM
2) THE GUEST IS WELCOMED WITH A BOUQUET OF FLOWERS AND
ESCORTED FROM THE AIRPORT ON 1/2/2017.
3) HE REACHES HOTEL AT 10.13 AM AND GUEST IS WELCOMED WITH A
GLASS OF FRESH JIUCE AND ESCORTED TO THE HOTEL.

24. 4) THEN THE BELL BOY ASSISTS HIM WITHIN THE LUGGAGE AND
PUTS TAGS AND ESCORTS HIM TO THE FRONT OFFICE.
5) THE REGISTRATION CARD IS FILLED BY THE GUEST AFTER THAT
MAGNETIC KEYS OF THE TWIN ROOM HANDOVERED TO THE
GUEST.

25. 6) AFTER THAT THE GUEST IS ESCORTED TO THE RESPECTIVE
ROOM BY THE BELL BOY.
7) NOW THE GUEST IS CHECKED INTO THE HOTEL AND
ENJOYS THE FACILITIES OFFERED.
8)AS MR.KOHLI IS A FREQUENT FREE INDIVIDUAL
TRAVELLER THE HOTEL HE IS BEEN GIVEN A
COMPLIMENTARY WINE BOTTLE

26. 9)THE CAR WAS ARRANGED FOR MR KOHLI ON RENT
FOR THE PERIOD OF TIME HE STAYED IN THE HOTEL.
10)ON HIS STAY HE ENJOYES THE DACILITIES LIKE
HEAKTH CLUB, SWIMMING POOL,SPA,SALON,MINI
BAR,LAUNDRY,ROOM ATTENDANT AND SO ON….

27. 11)THE MASSAGES WERE ACCEPTED BY THE FRONT
OFFICE EXECUTIVE AND PASSED ON TO MR.KOHLI ON
HIS RETURN.
12)HE ASKS FOR THE BILL ON 3/2/2017 OVER THE
PHONE TO THE FRONT OFFICE EXECUTIVE.

28. 13)THE BELL BOY BBRINGS THE BILL TO THE
GUEST AND TAKES AWAYS THE LUGGAGE TO THE
BELL DESK.
14)MR.KOHLI SETTLES THE PAYMENT BY CARD
AND CHECKS OUT AT 11:45 AM ON 3/2/2017.

29. HOUSE
KEEPING

30. HOUSE KEEPING
THIS DEPARTMENT IS RESPONSIBLE FOR CLEANING
AND MAINTAINING HOTEL PREMISES WHICH INCLUDES
PUBLIC AREA, GUEST ROOMS, LOBBY, SWIMMING
POOL AREA ETC…GENERALLY THE DEPARTMENT IS NOT
VISIBLE TO GUESTS. IT WORKS FOR GUEST
SATISFACTION THROUGH KEEPING THE ENVIRONMENT
CLEAN AND HYGIENIC. HORTICLTURE IS ONE OF THE
MOST IMPORTANT FEATURES OF HOUSEKEEPING
DEPARTMENT WHICH DEALS WITH DOFFERENT TYPES
OF FLOWER ARRANGEMENT AND MAINTAINING THE
GARDEN. THIS DEPARTMENT WORKS TO GIVE
PLEASANT LOOK OF THE HOTEL TO THE GUEST.

31. WHY HOUSEKEEPING IS
BACKBONE OF HOTEL?
The housekeeping department is responsible for
the upkeep and maintenance of the entire hotel.
One of the first impressions a guest forms when he
walks into a hotel is a reflection on the
housekeeping department - how clean, and well
maintained the surroundings are. No hotel can
function without this department because it
oversees everything from guest rooms, public
areas, laundry, linen, horticulture and flower
arrangement, and maintenance housekeeping
machinery.

33. EARLIER, CONSIDERED A BACK OF THE HOUSE OPERATION, THE
PERCEPTION OF HOUSE KEEPING HAS UNDERGONE A SEA
CHANGE. NOW, NOT JUST MANAGERS AND SUOERVISORS,BUT
STAFF AT ALL LEVELS INCLUDEING HOUSEKEEPERS ARE BEING
ENCOURAGED TO INTERACT WITH GUESTS.
INCREASINGLY MORE RESPONSIBILITIES ARE
BEING DELEGATED TO THE HOUSEKEEPERS WHO ARE BEING
GROOMED AS GUEST SERVICE AGENTS.

34. IMPORTANCE OF HOSUSEKEEPING
IN AN HOTEL
Because if a hotel is dirty, no one wants to stay there. That means a loss
of business.

35. HOUSEKEEPING DEPARTMENT

36. SERVICES OFFERED
• Establish a welcoming atmosphere and
ensure courteous, reliable service from
all the staff of the department.
• Ensure a high standard of cleanliness
and general upkeep in all areas for
which the department is responsible.
• Provide linen in room, food services
areas etc and maintain an inventory for
the same.
• To provide uniforms for all the staff and
maintain adequate inventory for the
same same.
• Deal with the lost and found articles.
This ensures the smooth running of the
department.

37. • To coordinate the renovation of the property
as and when required in consultation with the
management and the interior designer.