The reservation process in Fidelio involves entering guest details to create a reservation, checking the guest in upon arrival by finding their reservation and clicking check-in, and generating a bill during check-out by accessing the guest's in-house profile and posting charges. The system allows for tracking a guest's entire stay from initial booking through departure.

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. CONTENT
TASK 1 (CHAINS)
TASK 2 (GUEST CYCLE)
TASK 3 A & B
TASK 4 (FIDELIO)
TASK 5 (RESERVATION)
TASK 6 (BROCHURE)

6. TASK 1
Chain of hotels
A. Select two renowned chains of hotels (one domestic & one
International) and trace its history right from the time of
its inception. Also compare the facilities offered by the
hotel chains. Present your findings in power point or with
slides.

7. DOMESTIC CHAIN OF
HOTEL
UMAID BHAWAN PALACE

8. 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.

9. 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.

10. FACILITIES
PROVIDES&BRANDS
PALACES
RESORT
HOTEL
RESIDENCE
KEMPINSKI

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

13. THE PENINSULA HOTEL
THE INTERNATIONAL
CHAIN OF HOTEL

14. 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

15. CURRENCY

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

18. 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,BANQUE
T FACILITIES
 DRA CLEANING
 TOUR DESK
 FAX
PHOTOCOPYING
 2 TENNIS COURTS
 FISHING
 BILLIARDS
 GYM
 WATER FALL
 PARKING
UMAID BHAWAN
PALACE

19. TASK 2
A. Mr. RAHUL GUPTA is a CVGR and requires a single
room and has to be picked up from the airport.
During his stay he requires for a safety locker
facility. As he celebrate his birthday during his stay
a complimentary cake must be sent to him. He
wants a car rented to be arranged for him to attend
his business meeting. He request that a letter be
mailed for him. He checks out after four days.
Conduct the complete guest cycle for the guest with
students playing the role of reservation assistant. Front
office assistant, concierge, bellboy and cashier. Use
appropriate forms, formats for each stage of guest
cycle.

20. GUEST CYCLE

21. 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.

22. 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.

23. 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.

24. RECEIVED A CALL TO THE
TELEPHONE OPERATOR OF
THE HOTEL
• MR Sharma- bhawan hotel, Mr. sharma here from
HPCL company
• Operator- Good afternoon Mr. sharma, yes bhawan
hotel how may I help you?
• MR sharma- Our client Mr. rahul gupta will be visiting
Mumbai on 11th and will be staying in your hotel for 4
days, So I want to book a single room for 4 days
from 11th.
• Operator- may I get the details of your client Mr.
Gupta.
• MR Sharma- Sure, I will mail you the details, and
please arrange a car at the airport to pick up Mr.
Gupta.
• Operator – sure sir please also let us know the
details of the flight timing in the email. Any thing else
sir.
• MR Sharma- No, thank you
• Operator- thank you for your call have a great day
ahead.

25. On 11th the concierge arranges
the car to the airport to pick up
Mr. GUPTA.

26. Mr. GUPTA reaches the hotel
and goes to front office
• Front office- Good morning sir, how may I
help you?
• Mr. Gupta- I have booking for 4 days my
name is Mr. Gupta.
• Front office- Yes sir, you have a booking for
4 days for a single room, Right sir?
• Mr. Gupta- yes right and can you please
arrange a safety locker facilities in my
room?
• Front office- yes sir safety locker is the
facility given by our hotel to our guest this is
the manual where you will get the
knowledge, how to use your safety locker.
• Mr. Gupta- oh great, Thank you very much.
• Front office-you are welcome sir, Mr.RAJ will
guide you to your room. Thank you for
choosing city BHAWAN sir.
• Mr. Gupta- thank you very much.

27. Mr. GUPTA fills the
reservation form IN HOTEL

28. Mr. GUPTA want to book a car
to go to a meeting while his
stay in the hotel.• Mr. gupta-.-This is Mr. gupta from room no 333, I want
to book a car for today.
• Front office-sure sir, please be on line I will just
transfer your call to the concern department
• (front office transfers the call to the concierge and
inform about booking a car for Mr. gupta )
• Concierge – good morning sir, how may I help you?
• Mr. gupta - good morning this is Mr. gupta from room
no 333 wanted to book a car for a meeting
• Concierge- may I get the timing you will leave and
your destination.
• Mr. gupta- I will be leaving in afternoon 4 at manmad
HPCL office
• Concierge- sure sir it will be done, I will be sending
my person to your room by 3.50 to take you to
manmad HPCL office.
• Mr. gupta- thank you very much.
• Concierge-have a good day Mr. gupta.
• (the concierge arranges a car at inform the driver,
also prepare the bill for it and submit it to the front
desk)

29. Time for Birthday during
stay
• Front office- Mr. Gupta ,
room no 333 is celebrating
his birthday today in our
hotel. Who is our CVGR
guest.
• Simon- Sure, I will arrange
a complimentary cake to
the guest.
(Simon arranges a
complimentary cake for Mr.
Gupta and ask the bell boy to
deliver it to his room)

30. VOUCHER SUBMITTED AT
THE FRONT DESK FOR
ROOM NO 333

31. Mr. GUPTA want to send a
mail
• Front office-how may I help
you?
• Mr. Gupta- This is Mr. Gupta
from room no 333 wanted to
send a mail.
• Front office-Sure sir, I will
send my person to your room
with a form please fill that
form and your mail to us.
• Mr. Gupta- ok, thank you.

32. DEPARTURE
• Mr. Gupta hello this is Mr. Gupta- from
room no 333.
• Front desk- good morning sir- how may I
help you?
• Mr. Gupta -today I will be leaving by 12
noon. Please keep my details and bill
ready.
• Front desk- sure sir.

33. Mr. Gupta- arrives at the
front desk for check out
the front desk gives him
all the bills as he was a
CVGR the company was
going to pay for the bill
Mr. Gupta signed on the
bill and fills the feedback
form and leaves the hotel

34. TASK 3
HOUSE KEEPING

35. A. 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.

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

37. HOUSEKEEPING
DEPARTMENT

38. 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.

39. HELPS IN EARNING REVENUE
They don't directly earn revenue,
but as support staff their Job is vital
for generating revenue. The work
behind the cleaning , disinfecting ,
and remaking rooms and now well
they do that is one of the main part
of a guest experience, if anything is
wrong in the room. The guest will
complain and ask for their money
back. They will. Most likely Or not
return to the hotel. Either instance
the hotel loses revenue. Without a
housekeeping dept a hotel can't
survive. In many ways THEY are
the hotel

40. LAUNDRY AND HORTICULTURE
• The housekeeping
department provides
service to guests.
• They clean all the
linens.
• Horticulture work to
outside agency.
• They maintain garden
and supply fresh flowers
to hotel on daily basis.

41. LAYOUT STANDARD ROOM

43. THE BASIC AMENITIES AND
FACILITIES PROVIDED
Towels
Hair brush
Hair dryer
Shampoo
soap
Wi-Fi
Air purifiers
Coffee/ tea
maker
Minibar
Television
Telephone
AMENITIES FACILITIES

44. TASK 4
A. Demonstrate the reservation,
check-in, during stay and check out
process using the case study given
by your trainer on the Fidelio
software document each process
step by step.

45. FIDELIO

46. • FIDELIO IS THE COMPLETE INTEGRATED
SYSTEM PACKAGE DESIGNED TO ACHIEVE
THE MAXIMUM EFFICIENCY OF THE HOTEL.
• THIS PROPERTY MANAGEMENT SYSTEM IS
PRODUCED IN MUNICH, GERMANY.
• IT IS NOT ONLY FLEXIBLE BUT EASY TO
UNDERSTAND AND CAN BE TAUGHT QUICKLY.
• IT HAS ITS OWN TRAINING MODULE AND
CALLED ADVANCE DEMO VERSION NO.6.11(4),
ENABLES THE USER TO WORK AND LEARN IN
A REAL-LIKE ENVIRONMENT.
.

47. • FIDELIO IS DOS BASED AND THE NEWER
VERSION ‘OPERA’ IS ORACLE BASED.
• IT CAN PROTECT ITS SOFTWARE FROM
ALL SORTS OF VIRUS.
• IN CASE VIRUS ENTERS IN THE SYSTEM
THEN TO SAVE THE SYSTEM THE VIRUS
IS TRANSFERRED TO NON-USABLE FILE
FROM A DATA BASE FILE.
• RED ALERT SOFTWARE CAN BE USED
FOR THE EXTRA PROTECTION OF THE
FILES FROM VIRUS.

48. Reservation=New reservation
(Then click on new and then type
the required details)

49. After filling form click on the
‘OK’ command button then the
reservation number will appear

50. Then at the time of arrival the
front desk has to click on
Front desk===Arrivals

51. Then type the reservation number or the
name of the guest to find the details of
the guest and then click on CHECK-IN

52. Then go to home screen and
FRONT DESK==IN HOUSE GUEST then
select the guest and click on BILLING
button

53. Then the logging form will
appear then login and click
POSTINGS button
Post all details of the bill
Example
Minibar-500
Dinner- 1000
Then post items and CLOSE

54. After posting all the items click
on ‘SETTLEMENT’ button

55. CHECK OUT PROCESS
Then click EARLY DEPARTURE
Then click CHECK OUT and exit

56. TASK 5
A. With the help of a role play given by your
trainer, apply strategies and come up with
appropriate and unique solutions in order to
handle different situations which can occur
during a guest’s stay. The case-studies can
be on any of the following stages of guest
stay

57. RESERVATION
The term “reservation” used in the context of a hotel, means the booking or reserving of a room
(accommodation) by a guest. Reservations lead to reserving of a particular type of room for a
particular guest for a given period of time. Reserving a room ensures or guarantees the guest
the availability of a room on arrival at the hotel, as reservation is a commitment made by the
hotel, when the hotel has accepted the reservation request. A great deal of importance is
attached with the reservation system because it helps in:
selling the primary product of the hotel, i.e., lodging or accommodation,
building a good first impression on the prospective client, Front Office Manager N.B.: The
dotted line indicates that this function now tends to be performed by the concierge/porter or
reception department. Assistant front office manager Assistant managers Reservations
manager Reservations supervisor Reception manager Reception supervisor Mail and
information supervisor Head hall porter Assistant reception supervisor Senior receptionist
Receptionists Night manager Telephone supervisor Reservations clerks Mail and information
clerks Business Centre supervisor Cashier supervisor Doorman Pages Drivers Porters
Telephone operators Senior night auditor Night auditors Guest relations officer Business Centre
clerks Cashiers Senior front office cashier
generating customers for the other departments of the hotel, and
generating and providing information to the other departments of the hotel. The organizational
structure of the front office has already been discussed in Sec.12.3. The reservation clerks
takes in the reservation bookings. And they are passed on. The reservation procedure differs
from hotel to hotel depending on the reservation system used by the hotel.

58. Accepting or Denying
Reservation
The procedure of accepting a reservation request involves, checking the availability of the requested
type of room for the stated period of time as is mentioned in the request. This can be confirmed or
checked through the reservation charts, forecast boards or computerized systems. If the room is
available the reservation request is accepted of else shall be denied immediately.
The procedure of accepting reservation is not that simple as it appears. This is a crucial decision that
the reservation staff needs to make regarding accepting or rejecting it. To make this decision, the staff
on duty uses information like the credit standing of the person/agency/company, the type of guest
whether VIP/tourist/business traveller, the purpose of visit, length of stay, etc. In case of computerized
system the staff would require few minutes to come to a decision, as the required information would be
within the reach of pressing the keys. But in case of manual system, the processing for information
may take longer time. Of course, denying of reservation to guests means loss of business which
means loss of revenue. At times the way a guest has been denied reservation may lead to a
permanent loss of business from that particular client. Denying reservation is a decision taken in the
following circumstances:
1) If the hotel is booked to its capacity: In case the hotel is fully booked you cannot help it but can only
refuse the reservation politely or gently. In such cases, if possible, alternate hotels in the area can be
suggested or a different property of the same group of hotel, if not available, any other hotel of the
same level can be suggested.
2) If the requested category of accommodation is not available: In case the requested type of room is
unavailable, you may suggest alternate category of room available and always try to sell upper class
rooms which, however, shouldn’t seem to be unethical.
3) The guest or agent is backlisted: At times some guests are backlisted because of their previous
record of non-payment or delayed payments of bills. The same holds true for the agents. In such a
situation if any doubt or complication crops up it is always advised to ask for the reservation

59. Many a times the reception staff overbook to cover contingencies like, guest
not turning up even after having confirmed reservation or at times when tour
operators make reservations for more than actual number of passengers to
get greater discounts on volume. Whether it’s the season or not also plays
important role in making over-bookings. During the main season reservation
staff would not like to take chance with over-booking. However, decisions
related to the issues of over-booking, etc. depends upon the reservation
policy of the hotel, i.e., the way the management of the hotel wishes to
position their hotel in the market will usually determine its reservation policy.
The reservation policy of many hotels also speak about of the mode and
time of payment. Bulk booking of rooms or the booking of some special
rooms or a room for a long period of time during main season would require
some advance payments. The advance payment can either be full or partial
room rent, partially or fully refundable or non-refundable at the time of
cancellation, all depending upon the reservation policy. The final job of the
reservation section is to send the final list of reservation for a day to the
reception desk of the front office along with the essential information like
whether the guest is a repeat guest or guest has some particular liking
related to the location of the room, décor of the living room, etc. The
message is sent from there to the housekeeping so as to prepare rooms
according to the guest needs for the day.

60. Generating Reservation
Reports
Now as you know that reservation section has a lot of information with them which needs to be
properly organised. Once the required data is gathered, guests’ folio is created which is
updated from time to time. Once this is done they need to generate daily/weekly reports based
on this information base. These reports may include:
1) Room Availability Report: A list showing the number of rooms sold/available. It can be
prepared on the daily or weekly basis.
2) 2) Expected Arrivals and Departure Lists: A list of guests who are due to arrive or to
depart on a particular day.
3) 3) Group Status Report: A list of groups to arrive/depart in the week or month, along with
information like the group size, whether a guaranteed or non-guaranteed booking, etc.
4) 4) Special Arrivals List: A list of special guests or VIPs arriving. This should contain their
special request and additional information about the preferences of the guest.
5) 5) Turn Away Report: A report on number of reservation requests denied and if possible,
some information about the one asking for reservation.
6) 6) Revenue Forecast Report: A report on the projected revenue from the future room
sales along with or regular upto date report.
In most of the hotels, the front office manager supervises the final preparation of the report
before it is sent to the management team. Additional guest information, related to walk -in-
guests also incorporated in the report.

61. Managing Reservation
The major decisions by the management team would be to forecast
the requirement of rooms according to the reservation reports. The
forecasting can be done for a period varying from over 10 days to
several months, since tour groups plan their to ur schedules 12-14
months in advance. The forecasting also depends upon the available
capacity of the hotel at that point of time. The forecasting is done for
short terms keeping in view important functions/festivals or sporting
events in the area.
Therefore, the reservation policy formulation is the most important
function of management. It focuses upon the selection of the criteria
for selection of sales channels, i.e., the hotel should bank upon the
travel agents, corporate clients or walk-ins for their reservations. It is
sometimes at the discretion of the reservation section to adopt its
own policy to run the business successfully. These all factors help in
managing the reservations.

62. TASK 6
A. Design a brochure with specially
designed packages to up-sell a
hotel in the off season.
B. Justify how the various
packages will be successful in
bringing business during the off
season.

63. SOME OF THE OFFERS
• 30% payback at guarantee booking of a
double occupancy booking.
• Free passes to the nearest resort for
two in week days.
• 20% off in enrich saloon for stay of 2
nights in hotel.
• 50% offer on break fast, lunch or
dinner.

64. BROCHURE SPECIALLY
DESIGNED PACKAGES
My hotel is located in hill station so there is
less occupancy at the time of rainy season
so I would give some exclusive offers like
Free pick up and drop facilities at off
season from station/airport to hotel.
50% off on dining's.
Pay for 3 nights and get one night free
stay at hotel
Laundry service free.

65. BIBLIOGRAPHY
GOOGLE IMAGE
SLIDESGARE