Indian Hospitality Assignment

HOSPITALITY
ASSIGNMENT
BY: MALLIKARJUN C P
Batch: E2
Submitted to : Mr.DHYAN COELHO
Frankfinn institute airhostess training
Mangalore

CONTENTS
1. Acknowledgement
2. Introduction
3. P-LO1
4. P-LO2
5. P-LO3
6. P-LO4
7. Merit
8. Distinction
9. Conclusion
10. Bibliography
11. Thank you

ACKNOWLEDGEMENT
Firstly I would like to thank my
parents for their support to join this course .I
would also thank my brain which worked for me
from day and night. I would also thank my family
members who have helped me allot during the
tasks ,I also thank my friends and roommates
for their complete hand support.
Finally I would give my sincere thank
to Mr. DHYAN COELHO for his complete
guidance and instructions through out this
assignments.

INTRODUCTION
The hospitality industry is a part of larger
enterprise known as travel and tourism industry.
The travel and tourism is a vast group of business
with one goal in common providing necessary and
desired products and services to customers and
travelers.
Accommodation facilities constitute a vital and
fundamental part of tourism supply. Among the
important inputs, which flow into the tourism
system, is tourism accommodation forming a vital
component of tourism superstructure.

GROUP OF HOTLES AND
CLASSIFICATION
LO-01

NATIONAL GROUP INTERNATIONAL GROUP

THE HOTEL GROUP

THE NATIONAL GROUP
K RAHEJA’S
THE CARLTON
KODAIKANAL

THE
CARLTON

KODAI KANAL
“A K RAHEJA HOSPITALITY
GROUP”

"WE DISCOVERED PARADISE. IT WAS AT A LONE 5 STAR HOTEL,
BESIDE A LAKE, ON A MOST BEAUTIFUL VIRGIN HILL STATION.“

 The Carlton is the only 5-star Hotel on this beautiful Hill
station, Kodaikanal located on the lip of the lake, „Out of
this world‟ will perhaps describe this breathtaking hill
station nestled 7200 ft above sea level. How do you find
words to capture the romantic canvas of lush green
landscapes, cascading waterfalls, caressing clouds and
the uplifting mist? The Carlton stands majestically at the
edge of the idyllic Kodai Lake with its colonial charm,
stately rooms and pristine terrace gardens overlooking
the scenic lake, In – house activities, particularly the
leisurely boating on the authentic Kashmiri Shikara, were
thrilling. And over twenty scenic spots in Kodai spurred
our wanderlust.

SEATING ARRANGEMENTS IN BANQUET HALLS
Conference Seating Styles Banquet

(Sit-
Theatre Classroom U Shape E Shape Double U
down)

SILVER OAK ANNEXE 175 80 45 65 72 115

CUMBERLAND HALL 125 50 50 50 - 55

WELLINGDON HALL
30 25 15 - - -
(12 Boardroom style)

Sit-down Floating

CARLTON CLUB 60-70 70-100

LOWER LAWNS 125-150 250-300

TERRACE GARDENS 275-300 450-500

SILVER OAK + ANNEXE
700-900 1000-1200
+ TERRACE GARDENS

THE BOATING FACILITIES
THE CARLTON BOAT CLUB
The Carlton's own private "Boat Jetty"
offers total privacy and exclusiveness
with its own, well maintained convoy of
Kashmiri Shikaras, Paddle Boats and
Row Boats.

The Royal Shikara ride is ideal for a
couple to enjoy an exquisite
experience of serenity, intimacy and
romance.

The Row Boats are ideal for you and
your loved ones to learn rowing. While
the Paddle Boats allow the family to
enjoy the star shaped lake together.

RECREATION FACILITIES PROVIDED OUTSIDE
THE CARLTON
 OUTSIDE CARLTON
Jogging/Walking
Begin the day with walking or jogging around the lake in the morning. Its 41/2 kms long
circumference can be covered in 45 minutes.
GOLFING
An 18 holes Golf Course of the Kodaikanal Golf Club is yet another jewel in the hill station's
crown. Golfers carrying their handicap cards can play, against payment of Green Fee and
Caddie Fee. However, prior permission from the Golf Club is necessary.
CYCLING
Bicycles are available at the Hotel at no charge at all! A bicycle ride around the beautiful lake can
be very refreshing besides being a family outing of a different kind.
TREKKING
Guests could enjoy trekking with experienced trekking guides. Packed snacks/lunch can be
carried with them for longer trekking routes.
HORSE RIDDING
The Carlton can also help you set-up a close meeting with nature. Both adults and children could
go for horse rides.


HEALTH & BEAUTY
SHOPPING , PLACES OF WORSHIP
 Shopping
Spencer's (Food World) General Stores: (5 mins walk from The Carlton)

"Danish Display" a handicraft and gift shop

Cottage Crafts Handmade and Embroidered Linen: (5 mins walk from The Carlton)

St. John's Convent: (Known as Belgium Convent) Superior quality hand embroidered
linen (1 km from The Carlton).

Bamboo Furniture: (2 kms from The Carlton).

Places of Worship
Catholic Churches: Presentation Convent Church (English Mass 2km).

Protestant Church: St. Peter's Church (English Service - 10 minutes walk).

Temples: Kurunji Andavar Temple (2 kms). Mariamman Temple (1 km)Mosques : Mosques
at Bliss Villa (10 mins walk and Mosques at Moonjikal (1 km). (to maintain uniformity -
remove the words "from The Carlton).

K RAHEJA HOPITALITY GROUP
 K Raheja hospitality offers finest hotels in India with a
warm hospitality and comfortable accommodation at
Mumbai and Kodaikanal. Our hotels in India have
achieved global standards of quality and service
excellence from years of experience of being in the
hospitality business. India is home to a rich heritage,
myriad landscapes, mystical spirituality, beautiful flora and
fauna, diverse and exotic cultures, and ancient
architecture.
All our three premium luxury hotels in India namely
the Ramada Plaza Palm grove at Juhu and The Retreat
at Madh in Mumbai and The Carlton at Kodaikanal have
an unique standard of excellence in
accommodation,hospitality,cuisine and business facilities

THE CHAIRMANOF K RAHEJA

 Mr. Nikhil K Raheja

THE OTHER HOTELS OF K RAHEJA

Ramada Plaza Palm Grove, Mumbai, one of
the premium and well established 5 star Hotel
of Mumbai suburb is affiliated to Wyndham
Hotels.
The largest Hospitality company in the World,
located at the most premium Hotel in Juhu
beach of Mumbai, it is just 7 kms away from
Domestic airport and 12 kms from International
airport, the hotel offers all the advantages of a
beach front location including a scenic and
refreshing view of the Arabian Sea.

THE RETREAT
 The Retreat Located away from the city, yet
very close to it, at Madh Island. It‟s the one
that‟s ahead. It‟s the one ahead for weekend
getaways, small and big conferences as well
as grand weddings.

The Retreat is the perfect respite from your
work schedule and hectic weekdays. Just a
short one hour drive from the Mumbai
domestic and international airports.

CONRAD
INTERNATIONAL GROUP
OF HOTELS

CONRAD
 Conrad Hilton leant more than just his name to this global brand –
he also inspired its core values. His motto, “World Peace Through
International Trade and Travel,” became a guidepost for Conrad
Hotels & Resorts.
Introduced in 1986 with the goal of offering a more personalized,
stylish, connected kind of luxury in the world‟s gateway cities and
most sought-after resort destinations, Conrad Hotels & Resorts
continues to expand in new countries and regions around the
world. Conrad Hilton himself believed in the power of travel to
improve understanding among the people of the world. Yet, while
he became famous as an American hotelier, he never imposed
American culture on his guests. He insisted that each of his
hotels reflect the community it served, from local cuisine to
customs and culture.

Conrad Hotels & Resorts capture the essence of his philosophy. Each
destination infuses unique local culture into its architecture and design.
Conrad Brussels is completely different than the Conrad Hong Kong – though
they're both lauded to be among the best hotels in the world. With the largest
global reach in the Hilton Worldwide portfolio of brands, Conrad Hotels &
Resorts combines a proud and prestigious heritage with a world of style,
service and connection.

Service that‟s more than personal, it‟s intuitive. And it is with this
understanding that we create the kind of individualized luxury service that has
become a part of our core values and our manifesto.

The greatest luxury is the luxury of being yourself.

CONRAD HILTON

NAME: Conrad Hilton
OCCUPATION: Entrepreneur
BIRTH DATE: December 25, 1887
DEATH DATE: January 03, 1979
PLACE OF BIRTH: San
Antonio, New Mexico

BIOGRAPHY OF CONRAD HILTON

 Conrad Hilton was born on December 25,
1887 in San Antonio, New Mexico. He took
over his father's general store at the age of
21 and served in the New Mexico State
Legislature. After fighting in WWI, Hilton
bought the Mobley Hotel in Cisco, TX and
grew it into a hotel empire. He formed the
Hilton Hotels Corporation in 1946 and
expanded his operations outside of the US.
He died in 1979.

HISTORY OF CONRAD HOTEL CHAIN
 Barron Hilton, son of Conrad Hilton, founded Conrad Hotels,
taking the name from that of his father. Hilton Hotels was, at
the time, a separate company from Hilton International, and
could not operate hotels outside the United States under the
Hilton name. The newly named chain solved that problem.
Hilton International had already started their own chain of Vista
Hotels within the United States, as they faced the same
prohibition on operating there under the Hilton name. The first
Conrad hotel, the Conrad Jupiters Gold Coast in Australia,
opened its doors in 1985.
 When the two Hilton chains were rejoined in 2005, the need for
the Vista and Conrad names vanished. Vista was phased out,
while the Conrad brand was retained as a luxury wing of Hilton.
Numerous hotels have since been opened under that name in

CONRAD CENTENNIAL SINGAPORE
 The Conrad Centennial Singapore boasts a fine assortment of
award-winning restaurants to tantalize and delight during your
stay at our Marina Bay Singapore hotel.
 Enjoy extravagant buffets and delectable a la carte dishes
inspired both locally and internationally at Oscar‟s restaurant.
This multi award-winning Singapore restaurant boasts a friendly
and relaxed atmosphere, with the buffet station as an impressive
center-piece. Open 24-hours a day, Oscar‟s serves breakfast,
lunch, dinner, and even supper to enjoy indoors or al fresco on
Oscar‟s Sidewalk Terrace.
 Savor Cantonese delicacies at Golden Peony, in Oriental-inspired
surrounds with authentic Chinese artwork adorning the
restaurant. A team of Hong Kong cuisine experts create
innovative dim-sum and refined Cantonese dishes, cooked to
award-winning standards with specially imported ingredients from
diverse regions of China.

CONRAD CENTENNIAL SINGAPORE
 A sanctuary of elegant relaxation, the Lobby Lounge
boasts a 24-carat gold leaf ceiling and an impressive
selection of fine liqueurs and cigars to enjoy while
listening to live music. Gather with colleagues for the
Executive Lunch Buffet on weekdays or enjoy a
delicate Afternoon Tea each day of the week.
 Refresh poolside at the Pool Pavilion serving an array
of tropical cocktails and tempting juices, just perfect
for cooling down from the sun. Have your favorite
meal delivered fresh, straight to your Guest Room or
Suite, choosing from the array of dishes on the 24-hr
In-Room-Dining menu.

THE RESTUARANT (4)

 Golden Peony
 Specializing in refined Cantonese cuisine, enjoy signature dim-sum and unique
award-winning dishes in the elegant Oriental surrounds of Golden Peony.
 East-meets-West in the Cantonese restaurant Golden Peony. The celebrated
Executive Chef and established team of Hong Kong cookery experts have
created a carefully-considered menu featuring only choice Cantonese
ingredients specially imported from diverse regions of China. Sample the Chef‟s
signature dim-sum in a variety of exotic flavor combinations or choose from the
many other superbly refined Cantonese dishes on offer. Golden Peony boasts
an extensive wine list, expertly chosen to complement the Cantonese cuisine.
 Exuding Oriental elegance this Singapore restaurant greets you with its
charming décor of traditional Asian artwork and artifacts. Exquisite teak screens
adorn the restaurant and a porcelain display of Chinese mythology adds to the
authentic experience. Golden Peony features a private dining room for up to ten
guests-perfect for intimate meals in serene Oriental surroundings.

HOURS OF OPERATION:
Monday TO Saturday
11:30 AM to 10:30 PM

Sunday
10:30 AM to 10:30 PM

GOLDEN PEONY AT CONRAD CENTENNIAL
SINGAPORE IS OPEN FOR:
Lunch (11.30am - 2.30pm)
Dinner (6.30pm - 10.30pm)
ATTIRE:
Smart Casual

OSCAR’S

 Multi-award winning Oscar‟s serves Asian and international
dishes buffet style and a la carte to savor in a friendly, relaxed
atmosphere.
 Experience the buzzing, friendly atmosphere at Oscar's
Restaurant. Open around the clock serving breakfast, lunch,
dinner, and even supper. Stylish leather booths line the walls with
the impressive buffet as the centerpiece, creating a vibrant space
to revive and refresh. The ambience is relaxed and casual with à
la carte and buffet diners alike enjoying the informal setting and
efficient service. A wide selection of wines are offered both by the
glass and bottle, as well as a tempting selection of cocktails to
enjoy al fresco on Oscar's Sidewalk Terrace. Perk up with the
perfect cup of aromatic coffee - Oscar's was awarded 'Best
Coffee House' in Singapore (2009) by Singapore Tatler.

The Amazing Graze Sunday Lunch offers free-flowing
champagne, wine, beer, or sparkling apple juice to enjoy
alongside a sumptuous buffet selection of brunch fare. The
popular Sunday Roast sees the chef taking center-stage with a
mouth-watering carvery of tempting meats and
accompaniments.
HOURS OF OPERATION:
Monday TO
Sunday
12:00 AM to 12:00 AM

A la carte menu available all day. Buffet lunch served from
12pm to 2:30pm and buffet dinner from 6pm to 10pm. Amazing
Graze Sunday Lunch available from 12pm to 3pm.
ATTIRE:
Smart Casual

OSCAR'S SIDEWALK TERRACE
 Watch the world go by while sipping specialty coffees or colorful cocktails. For a
more indulgent treat, spoil yourself with a tempting ice-cream or decadent
dessert as you reWatch the world go by while sipping specialty coffees or
colorful cocktails. For a more indulgent treat, spoil yourself with a tempting ice-
cream or decadent dessert as you relax on the stylish Terrace.
 HOURS OF OPERATION:
 Monday TO Sunday
 12:00 AM to 12:00 AM
 OSCAR'S SIDEWALK TERRACE IS OPEN FOR:
Breakfast, Lunch, Dinner
ATTIRE - Smart Casual
NOTE: A la carte menu available all day. Buffet lunch from 12pm to 2:30pm and
Buffet Dinner from 6pm to 10pm. Amazing Graze Sunday Brunch from 12pm to
3pm. A designated smoking area is available at the Terrace.
 lax on the stylish Terrace.

LOBBY LOUNGE
 Quietly elegant, the Lobby Lounge serves Afternoon Tea, Executive Lunch Buffets and a fine
assortment of drinks to sip while enjoying live music in the evenings.
 Step into the cozy atmosphere in the Lobby Lounge and feel instantly relaxed. Set amidst
marble pillars and with an opulent 24-carat gold leaf ceiling, the Lobby Lounge exudes
elegance. Low ambient lighting, pretty floral arrangements, and plush seating provide the
ideal rejuvenating setting to enjoy an afternoon meal or late night drink.
 Enjoy a light Afternoon Tea with your choice of gourmet tea and a selection of sandwiches
every day of the week or join colleagues on week days for the Executive Lunch. By night, the
Lobby Lounge transforms into a picture of sumptuous luxury - choose from an array of
premium cigars to enjoy with a fine assortment of Armagnac‟s, ports and single malt whiskies.
Sit back on the high-back leather chair or deep-seat settee, listening to the live music from
our accomplished pianist and singer.
 HOURS OF OPERATION:
 Monday TO Sunday
 07:00 AM to 1:00 AM
 ATTIRE - Smart casual
 LOBBY LOUNGE IS OPEN FOR: lunch and afternoon tea.

SERVICES
 Services and amenities at the Conrad Centennial Singapore are considered with
innovation and personalization at the forefront of design, offering the perfect
haven from which to explore the city-state of Singapore.
 The complimentary fitness center is open 24-hours a day. Work out on
cardiovascular and strength training equipment or join in a group strength
resistance training workout for the ultimate in motivation. Visit the Centennial
Spa and unwind with an exclusive range of luxurious body treatments and
massages.
 The Conrad Centennial Singapore boasts two award-winning restaurants and an
elegant lobby lounge. Experience traditional dim-sum and Cantonese specialties
at Golden Peony created by a team of Hong Kong cookery experts or sample
Asian and internationally inspired cuisine buffet-style or la carte at Oscar‟s, open
for breakfast, lunch, dinner, and even supper. Relax in the Lobby Lounge on a
high-back leather chair with a premium Armagnac and a cigar enjoying the live
pianist and singer every evening.
 Swim a few laps of the serene outdoor pool or simply lounge in the sun with a
tropical cocktail from the Pool Pavilion. The Conrad Centennial Singapore is part
of the prestigious Millenia Singapore development with direct access to some of
the best shopping in Singapore, several hundred restaurants and Asia‟s largest,
most exciting casino, Marina Bay Sands.

SERVICES

 24-hour front desk Concierge desk
 Air-conditioned public areas  Multiple large conference rooms
 Total number of rooms - 507  Currency exchange
 Audio-visual equipment  Dry cleaning/laundry service
 Babysitting or childcare  Elevator/lift
 Ballroom(s)  Exhibit space
 Number of floors - 31  Fitness facilities
 Banquet facilities  Gift shops or newsstand
 Bar/lounge  Wireless Internet access -
surcharge
 Breakfast available (surcharge)
 Wired (high-speed) Internet
 Business center access - surcharge
 Business services  Laundry facilities
 Cell phone/mobile rental  Limo or Town Car service
 Computer rental available

SERVICES
 Medical assistance oArea shuttle (complimentary)
available oNumber of restaurants - 3
 Multiple small meeting oNumber of meeting/conference rooms -
rooms 17
 Multilingual staff oSecretarial services
 Free parking oSecurity guard
 Secure parking oShoe shine
oPiano
 Patio
oSpa services on site
 Poolside bar oSwimming pool - outdoor
 Porter/bellhop oTour assistance
 Luggage storage oTranslation services
 Room service (24 hours) oUmbrellas
 Safe-deposit box at front oWedding services
desk

SPA AND FITNESS
 The 24-hour complimentary fitness center
features the latest technology and exercise
equipment. Retreat to the Centennial Spa - a
sanctuary of well being in the Conrad
Centennial Singapore offering an exclusive
range of treatments to soothe the body, mind
and soul.

ACTIVITIES
 Swim a few peaceful laps in the outdoor pool before or after busy days in Singapore. Shop for
souvenirs in the hotel‟s gift shop or visit the florist for beautiful flower arrangements. The hotel is
directly connected to over 1000 shops and 300 restaurants providing a wealth of entertainment
opportunities.

Unique amenities and anticipatory service create memorable meetings and social events at
Conrad Centennial Singapore. This luxury Singapore hotel has been recognized for its
excellence in hospitality and is proud winner of several prestigious awards, including HAPA Hotel
of the Year, 2011-2013 (Regional Series).
 This Singapore hotel is ideally located in the vibrant entertainment center of Marina Bay, close to
the financial and business districts, 20 minutes drive from Changi International Airport and only
three minutes walk from Promenade Mass Rapid Transit (MRT) station.
 Our wide array of meeting and events venues can accommodate between 12 and 500 guests
and includes the Ballroom, Grand Salon, private salons, two boardrooms, and four conference
rooms. The latest AV equipment is available for hire and all meeting spaces have high-speed
internet access and sound control. Work alongside our dedicated events team to choose special
themes, creating a personalized event with your chosen atmosphere and services. Catering
menus are expertly prepared - choose from delicate dim-sum, Western classics or create
something totally unique. Our team of creative chefs will use your ideas to create a truly
personalized menu.
 The décor of the hotel is sumptuous and elegant with an impressive art collection of over SGD
$6 million, featuring unique pieces including artifacts, sculptures, paintings, and photography by
both local and international artists. The grand marble-staircase in the lobby leading to the
Ballroom and Grand Salon creates a dramatic entrance to any meeting or event.

MEETING AND EVENTS INFORMATION AT
A GLANCE
 Total Guest Rooms : 507
 Exhibit Space : 5769
 Largest Meeting Room : 17232
 GROUP AMENITIES
 Business Center
 Concierge
 Fitness Center
 In-Room Wired Internet
 Pool
 Pool On Property
 Restaurant On-Site

LOCAL AIRPORTS
CHANGI INTERNATIONAL AIRPORT
12 mi. / 20 min.
SELETAR
12 mi. / 30 min.
ONLINE EVENT PLANNING TOOLS
Personalized Group Web Page
Guest List Manager
Request for Pricing
Group Value Dates

AWARDS
 The Conrad Centennial Singapore is proud to have won several awards for its excellence in
business service including a ranking in the „Worlds Top 20 Business Hotels‟ by Conde Nast
Traveler and „Singapore‟s Leading Business Hotel‟ by Travel & Leisure Magazine.
 With its prime business location in the heart of the commercial district of Marina Bay, close to the
financial and business districts, and adjacent to the Suntec Convention and Exhibition Center
the Conrad Centennial Singapore is the ideal business hotel in Singapore for meetings and
conferences.
 Our central Singapore hotel is only a 3 minute walk from the Promenade Mass Rapid Transit
(MRT) station and a 20 minute drive from Changi International Airport, giving convenient
transport options for both local and international guests.
 The Marina Bay, Singapore hotel has meeting rooms for 12-500 guests ranging from stylish
boardrooms to a grand Ballroom. All meeting rooms are fully equipped with the latest AV
equipment, high-speed internet or Wi-Fi, sound control and telephone lines ensuring meetings
are a success.
 Our talented chefs can create menus to suit your meeting, for refreshment throughout the day.
Choose from Cantonese and Western inspired menus served buffet-style or arrange a special
menu to suit your guests. Rely on the dedicated events staff to ensure every small detail is
considered carefully to ensure your meeting is organized with perfection and runs smoothly on
the day.

HOTEL INFORMATION
 Located in the heart of Marina Bay, the multi-award winning
Conrad Centennial Singapore hotel features world-class business
facilities, delectable cuisine and personalized service at every
turn.
 Experience award-winning service and personalized touch at the
Conrad Centennial Singapore hotel. The hotel is located in the
progressive and dynamic area of Marina Bay, close to the
financial and business districts, in the heart of the premium
shopping and entertainment districts, and adjacent to the Suntec
Convention and Exhibition Center.
 Voted „Singapore‟s Leading Business Hotel‟ at the 16th World
Travel Awards, rely on dedicated events staff and premium
business amenities at the Conrad Centennial Singapore.
Spectacularly decorated, the hotel boasts a large marble
staircase and an art collection featuring over 3,400 pieces of
sculpture, paintings and artifacts by both local and international
artists.

Our Singapore hotel is home to two award-winning restaurants. Savor signature
dim-sum and refined Cantonese cooking at Golden Peony or sample an array of
local and international dishes at 24-hr Oscar‟s with impressive buffets and a la
carte cuisine on offer for breakfast, lunch, dinner, and supper.

The fitness center features the latest exercise equipment and is open 24-hrs a
day for your convenience. Enjoy an exotic cocktail by the outdoor pool- a
serene setting in which to swim a few peaceful laps and enjoy the sunshine.

All of our guest rooms and suites are spacious and elegant, featuring 46-inch
LCD TVs and amenities custom-designed for ultimate comfort. Every guest
enjoys a daily turndown service, incredible views of the city and an opulent all-
marble bathroom.

POLICIES
 To help plan your trip to the Conrad Centennial Singapore browse
our hotel policies on parking, pets, smoking, and family.
 Check-in Time: 2:00 pm
Check-out Time: 12:00 pm
 INTERNET FEES
In-Room Wired Internet: S$ 29.96
In-Room Wireless Internet: S$ 29.96
Public Wireless Internet: S$ 29.96
 PET POLICY
Pets allowed Pet policy - dogs and cats only, Maximum number
of pets per room 2, Pet maximum weight in kg is 34, Pet
maximum weight in lb is 75
Pet Deposit: S$ 88.00 (Non-Refundable)

THE OTHER BRANCHES OF CONRAD

 Conrad Indianapolis
 50 West Washington Street, Indianapolis,
Indiana, 46204, USA
 Tel: 1-317-713 5000 Fax: 1-317-638 3687

 Conrad_Indianapolis@conradhotels.com

CONRAD MIAMI

 1395 Brickell Avenue, Miami, Florida, 33131,
USA
 Tel: 1-305-503-6500 Fax: 1-305-503-6599

 Conrad_Miami@conradhotels.com

CONRAD NEW YORK

 102 North End Avenue, New York, New York,
10282, USA
 Tel: 1-212-945-0100 Fax: 1-212-945-3755

 conradnewyork.reservations@conradhotels.c
om

CONRAD SAN JUAN CONDADO PLAZA

 999 Ashford Avenue, San Juan, 00907,
Puerto Rico
 Tel: 787-721-1000 Fax: 787-722-7955

 Condado_Plaza@conradhotels.com

CONRAD BANGKOK

 87 Wireless Road, Phatumwan, Bangkok,
10330, Thailand
 Tel: 66-2-690-9999 Fax: 66-2-690-9000

 Conrad_Bangkok@conradhotels.com

CONRAD BANGKOK RESIDENCES

 All Seasons Place, 87/3 Wireless, Bangkok,
10330, Thailand
 Tel: 66-2-690-9999 Fax: 66-2-690-9000

 Conrad_Bangkok_Residences@conradhotel
s.com

CONRAD BALI

 Jalan Pratama 168 Tanjung Benoa, Bali,
80363, Indonesia
 Tel: 62-361-778788 Fax: 62-361-773888

 Conrad_Bali@conradhotels.com

CONRAD BEIJING

 29 North Dongsanhuan Road Chaoyang,
Beijing, 100027, China
 Tel: 86-10-65919196 Fax: 86-10-84580580

 Conrad_Beijing@conradhotels.com

CONRAD SEOUL

 23 Yeouido-dong Yeongdeungpo-gu, Seoul,
150-945, South Korea
 Tel: 82-2-6137 7000 Fax: 82-82-2 6333

 Conrad_Seoul@conradhotels.com

CONRAD HONG KONG

 Pacific Place, 88 Queensway, Hong Kong,
Hong Kong
 Tel: 852-2521-3838 Fax: 852-2521-3888

 Conrad_Hong_Kong@conradhotels.com

CONRAD DALIAN

 31 Renmin Rd East Zhongshan Distric,
Dalian, 116001, China
 Tel: 86-411-86776666 Fax: 86-411-86776633

 conraddalian_info@conradhotels.com

CONRAD TOKYO

 105-7337, Tokyo, Tokyo, 1-9-1 Higashi-
Shinbashi, Minato-ku, Japan
 Tel: 81-3-6388-8000 Fax: 81-3-6388-8001

 Conrad_Tokyo@conradhotels.com

CONRAD KOH SAMUI RESIDENCES

 49/8-9 Moo 4, Hillcrest Road Tambol,
Suratthani, 84140, Thailand
 Tel: 66-77-915888 Fax: 66-77-915889

 Conrad_Koh_Samui_Residences@conradho
tels.com

COMPARISION
THE CARLTON CONRAD CENTENNIAL

LOCATION KODAIKANAL SINGAPORE,
,TAMILNADU,INDIA SINGAPORE
STAR RATING

TARIFF AND RATES ARE CHANGED SEASONALLY CHANGED ANNUALLY

TYPE RESORT AND TOTALLY COMMERCIAL
COMMERCIAL
MOST VISITING COUPLES AND ALL TYPES MOSTLY
FAMILIES BUSINESS PERSONS
HIGHEST VISITING SUMMER HOLIDAYS DURING CARNIVALS

NO. OF PEOPLE 18130 85248
VISITED(APPROX.)

Rates and tariffs The Carlton Conrad

Single occupancy 5200 7500

Double occupancy 11800 16000

Deluxe single 6500 9300

Deluxe double 15400 22500

Royal king 20500 27800

Ultimate royal -------------- 35000

*These are the The amount is in
package based room rupees
tariff

EXPLANATION
PRE-ARRIVAL is the stage where the guest chooses the hotel and makes the
reservation. Important information is gathered at this stage, which allows
the next stage to run smoothly.
The ARRIVAL stage is when 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.
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 area where guests 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.

PLANNING AND ARRANGEMENTS BEFORE
GUEST ARRIVAL
 CHECK THE ROOM RESERVED FOR HE /SHE IS IN
PROPER CONDITION
 INFORM THE HOUSE KEEPING IF IT IS NOT CLEAN
AND TIDY
 INFORM THE MAINTENANCE IF THERE ANY
TECHNICAL SNGAS IN THE ROOM
 WITH HELP OF TRAVEL DESK ARRANGE FOR CAR
TO ESCORT THE GUEST FROM AIRPORT
,RAILWAY STATION,BUS STAND..etc
 BE READY WITH A BUQUET OF FRESH FLOWERS
AND A GROUP OF HOSTESS FOR A GRAND
WELCOME

ROLE PLAY NO:1
 Guest cycle for group individual travelers.
 The doctors of KMC hospital is a group which wants
to stay in the hotel for four days for an important
operation
 The following will be the sequence which take place
from the time of arrival to departure:-
 The group of doctors which is headed by Dr. Yamini
arrives at7:50 am in the air port.
 The guest are welcomed with a bouquet of flowers
and escorted from the airport on October 15,2012
 They reach hotel at 8:15am and guest are
welcomed with a cup of hot coffee and escorted to
the rooms.

 They were allotted with separate 5 rooms

 Then the bell boys assists them with the luggage and
puts tags and escorts them to the Front office.

 The registration card is filled by the guest after that
magnetic keys of the five twin room were handover
to the guest .

 After that the guest is escorted to the
respective room by the bell boys.

 Now the guest are checked-into the hotel
and enjoys the facilities offered.

 As Dr .Yamini is a frequent Commercially
important Traveler to the hotel she is been
given a car to assist her work with her
group.

 During the stay the group the enjoyed facilities
like spa , health club ,fun zone,
restaurants……etc
 As there was birthday of head Dr.Yamini on 16th
of October she was offered a chocolate cake as
complimentary to celebrate her birthday with her
group
 After the operations on 19th October 2012 the
head Dr Yamini ask for the bill at 12:00 pm
through a telephone call

 The bell boy brings the bill to the guest and takes
away the luggage's to the bell desk.
 KMC HOSPITAL setteles the payment through
city ledger and the group checks out at 2.00 on
19th october20 12

HOUSE KEEPING
 Housekeeping is the act of cleaning the rooms and
furnishings of a home. It is one of the many chores
included in the term housework. Housecleaning
includes activities such as disposing of rubbish,
cleaning dirty surfaces, dusting and vacuuming. It
may also involve some outdoor chores, such as
removing leaves from rain gutters, washing windows
and sweeping doormats. The term is often used also
figuratively in politics and business, for the removal of
unwanted personnel, methods or policies in an effort
at reform or improvement. It is done commercially in
the hospitality industry , So it is called the back bone
of the hotel.

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 which is now
becoming increasingly high-tech.

Earlier, considered a back-of-the-
house operation, the perception of
housekeeping has undergone a sea
change. Now, not just managers and
supervisors, but staff at all levels
including Housekeepers are being
encouraged to interact with guests.
Since the feedback they receive is
first-hand, it helps the management to
respond promptly to the guest’s
requirements. This also helps update
guest history more accurately.
Increasingly more responsibilities
are being delegated to the housekeepers

IMPORTANCE OF HOUSE KEEPING
 Housekeeping is a department that deals
essentially with cleanliness and all the ancillary
services attached that.
 Cleanliness is important for health foremost and
also for well being. One cannot feel comfortable
in an environment.
 The hygiene of housekeeping is essential. One
can clean by dirty methods , but in our courses
we have to stress and demonstrate clean and
correct methods. The hygiene factor must
always be present.

 House keeping provides the accommodation to
the guests by cleaning untidy rooms into new
one.
 The guest linen provided in the room should
also be of superior quality and hygienically
cleaned as the guest is going to touch it to his
body. Dirty linen is unforgiving in any hotel. The
pillows and the mattress as well should be
checked before letting out the room for the next
guest.
 House keeping provides second service as per
request of the guest.

 Other services provided are laundry , dry
cleaning , pressing , shoes polishing, valet
service .etc will increases the revenues to the
hotel.
 In most of the hotels the maximum revenue
comes from the sale of rooms ,Therefore stress
must be paid to proper cleanliness of the guest
rooms and all public areas which are continuous
contact with the guests.
 Cleanliness involves health which is happiness
in our life , therefore it is not something to be
ignored at our homes as well as at our work
place.

DEPARTMENTS DEPEND ON HOUSEKEEPING

DEPARTMENTS OF HOUSEKEEPING
Horticult
ure

Stores
House Laundry
keeping

Mainten
ance

AREAS OF RESPONSIBILITY OF
HOUSEKEEPING DEAPARTMENT
 Guest rooms/Floors:
Room attendants & floor
supervisors.
 Public areas:
Front of the house=e.g.: swimming pool,
parking area, club etc…
 Back of the house=e.g.: locker
rooms,basement,laundry,linen rooms
etc…
 Linen & uniform rooms=e.g: food service
linen,uniforms,bed & bath linen etc…
 Laundry=OPL Eg:guest clothes, linen
etc…
 Resident guests:
Service by room attendants.

 Florist:
Could be either given out for contract or be
a part of the responsibility of housekeeping
department.
 Keep manual equipments:
Eg:laundry bags, clothes hangers, lights….
 Bathroom supplies:
Like toilet rolls, toilet tissues, shower caps,
tooth glares, soap bars etc…

• The housekeeping department is also
responsible for a level of security, safety
and environmental duties such as
composting and recycling.

FACILITIES IN A STANDARD DOUBLE BED ROOM
 Comfortable king size bed with a soft thick mattress and
4 pillows
 Mattress covered with bedcover ,bed spread and blanket
 Two bed lamps on either side of the bed
 A writing table with lamp and chair
 A relax chair with small table
 LCD Television with CD player (optional)
 Wardrobes with hangers and towels
 A bath room with bath tub, wc ,shower. mirror..etc
 Makeup table
 Telephone (2)

FIDELIO
Fidelio is a Front office
reservation software. It handles
room reservation and guest cycle.
It is German Software. Its full name
is My Fidelio.net .
It’s a pre programmed software. Its
updated version is called Opera.

BENEFITS OF USING FIDELIO
1) Once you are a member of My Fidelio.
Net, your hotel will be seen by
potential bookers around the world 24
hours a day.
2) You can offer negotiated rates that are
only visible to your corporate
customers. Your normal public rates
will be available to everyone
automatically.
3) Save money! When a reservation is
made on the internet , the guests make
reservations themselves and you

4) My Fidelio . Net offers connectivity to all
Global Distribution Systems (GDS), with
a private label service if required.

5) Reservation can be delivered by fax, E-
mail and an interface is also provided
so that the reservation detail sent from
My Fidelio . Net do not have to be
entered manually.
6) The 2-way interface will be able to
update what rates and rooms you want
available in My Fidelio . Net
automatically from Front office.

FIDELIO CASE STUDY 1
1. Accept your reservation for an G.I.T
guest and confirm it.
2. Check in the guest.
3. Accept a message for the group , later
deliver the message.
4. Make an add on reservation for the group
5. Do a room move for the guest as there is
a major leakage.
6. Post 5 bills:- room tariff, tax, breakfast,
spa..etc
7. Create a group guest folio.
8. Settle the bill and check out the guest.

Front Cashier
Password
desk no.

In house
Billing Login
guest

Room no. search Click ok

Billing Free night
Post
column award

Go to Payment
Ok
settlement windows

Reason
early Confirmation Check out
departure

ROLE PLAY NO:2[M]
 The travel assistant from KMC HOSPITAL calls the
hotel to make a reservation for Dr Vignesh ,for 5
nights.
 On 16 OCT 2012 Dr Vignesh reaches the hotel and
is welcomed by the bell boy who accompanies him
with him luggage.
 Then a welcome drink is given.
 He reaches the front office and He is given the
registration form to fill before that he wants to
change his M.A.P meal plan into A.P meal plan
without informing the HOSPITAL .
 The front office executive tells him that the KMC
HOSPITAL is paying the bill and they have done
M.A.P meal plan and it will remain the same, if he
want he can share the coupon for lunch and dinner
but the additional cost if any would be paid by Dr
Vignesh .

 During the occupancy he also asks for
a bottle of wine.
 The house keeping attendant keeps the
wine bottle in the room prior he signs
in the log book of house keeping where
the detail of room where wine bottle is
taken is written.
 On the day of departure when the extra
money for a bottle of wine is asked to
Dr Vignesh he refuses by telling he
never got it on showing the log register
where the detail of the wine bottle had
been entered he agrees he had
forgotten it in the night by mistake and

THE SPECIALTY OF HOTEL EL MAR VISTA
 The three flames denotes the hotel serves guest
with purity in work ,word ,heart.
 The 7 star facilities in 4star rates
 Total luxury rooms with best of sea view and city
views.
 The only hotel to have all cuisine restaurants.
 The only hotel to have largest kitchen in hotel
industry.
 Best of trained housekeeping staff to keep
100%cleanliness.
 The hotel have rooms with individual LAB pools.
 Special dinner arrangement for the guest in the sea
shore.

THE SPECIALTY OF HOTEL EL MAR VISTA
 Quick and efficient room service
 Total digitalization of hotel like photo sensible room key, I phone
to order ..etc
 Separate bathtub for baby care
 Helipad to land flying choppers on each tower
 World‟s finest front office staff who can talk above 15 languages
 Good sports facilities
 Large exercise hall to train yoga, aerobics..etc to the guest
 Musical nights
 Best of tour packages
 Free airport pick up and drop
 Best and affordable room tariff

FRIENDLY FRONT OFFICE WORK ROUND THE
CLOCK

THE ROOM FACING CITY AND LUXURY ROOM
FOR COUPLE

THE BATH ROOM AND BABY BATHTUB

ON SEASON OFF SEASON

 INR 9540+TAXES  INR 8999+TAXES
(STANDARD) (STANDARD)
 INR 15690+TAXES  INR 14499+TAXES
(DELUX) (DELUX)
 BOTH ARE INCLUSIVE  BOTH ARE INCLUSIVE
OF BREAKFAST,LUNCH OF BREAKFAST,LUNCH
/DINNER AND DINNER
 YOGA , AEROBICS  YOGA ,AEROBICS
TRAINING TRAINING WITH FUN
HOUR AT SPORTS
COURT
RATE OF DOUBLE BED ROOM

ON SEASON OFF SEASON

 25890+TAXES  24799+TAXES
 INCLUSIEVE OF SPECIAL  INCLUSIEVE OF SPECIAL
BREAKFAST,LUINCH/DIN BREAKFAST,LUINCH AND
NER DINNER
 HAPPY HOUR FROM 7-
 HAPPY HOUR FROM 7- 9pm
8pm
 3.5HOUR EXCURTION
 2HOUR EXCURTION ROUND THE CITY
ROUND THE CITY  COMPLIMENTRY CANS
 COMPLIMENTRY OF BEER AND IMPORTED
CHOCOLATES CHOCOLATES

RATE OF EXECUTIVE ROOM

HONEY MOON PACKAGES
 On season  Off season
 INR 59999/-  INR57699/-
 5DAYS/ 4NIGHTS  6DAYS/5NIGHTS
 WELCOME DRINK ON  CHEF‟S SPECIAL
ARRIVAL WELCOME DRINK ON
 THE PACKAGE ARRIVAL
INCLUDES BREAKFAST ,  THE PACKAGE INCLUDES
LUNCH AND DINNER BREAKFAST , LUNCH
 ONE SPECIAL DINNER AND DINNER
 1DAY PICNIC AROUND  2 SPECIAL DINNERS
THE CITY  2 DAY PICNIC AROUND
 VISIT TO FILM CITY AND THE CITY
AMUSEMENT PARK  VISIT TO FILM CITY
,AMUSEMENT PARK AND
TICKET TO FOOTBALL
MATCH

CONCLUSION
It is quiet different to conclude from my
side. I am a learner , what I have experienced in
learning. Only I can share my happiness with the
experiments practiced with self participation in
hospitality. I have also learnt how different sections
perform in an hotel. Hence being a student I can
express about self ideology.

BIBLOGRAPHY

 www.google.com
 www.conradhotels.com

 www.krahejahospilality.com

 www.facebook.com/interestingengineering

 Modules

 www.tripadvisor.com

 www.makemytrip.com

Indian Hospitality Assignment

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