The document provides information about Imran Lasker's hospitality presentation for his batch and faculty member Kaushik Mandal. It thanks Frankfinn and his family for their support in his education. The presentation explores the growth of the hotel industry and includes sections on the introduction of hospitality, the Marco Polo and Ashok groups of hotels, facilities offered by different hotel categories, and the guest cycle.

1. hospitality pREsENtatioN
by
IMRAN LASKER
BATCH NO: H-04
ASSIGNMENT NO:fd-67-2010-11
SITE: GARIAHAT.SELIMPUR.
YEAR: 2009-2010
FACULTY’S NAME:
KAUSHIK MANDAL.

2. aCKNoWlEDGEMENt
To day I am so glad to be a
Frankfinn student. My sincere
thanks to Frankfinn and my
hospitality faculty
KAUSHIK MANDAL.
And also I thanks to my family.
I promise that I will sincerely do
my class, and I also promise that
I will be a well behave student
Forever.

3. hospitality
lo 1- EXploRE thE
GRoWth oF thE hotEl
iNDUstRy

4. CoNtENts
introduction of hospitality.
Marco polo group of hotels.
The ashok group of hotels.
Facilities & service offered by different category of hotel.
Bibliography.

5. iNtRoDUCtioN oF hospitality
iNDUstRy
Hospitality is the relationship between guest and host or the act or practice of being
hospitable. Specifically this includes the reception and entertainment of guests,
visitors or strangers, resorts, membership clubs, conventions, attractions, special
events and other services of travelers and tourists.
The hospitality industry is a part of large 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 service to customers and travelers.

6. iNtERNatioNal hotEl
Marco polo group of hotel

7. MaRCo polo GRoUp oF hotEls
Introduction :
Marco polo hotel group operates hotels in the pacific region. It offers rooms and
suites, meeting and event facilities, restaurants and other facilities. The company was
found 1986 and is based in Harbour city, Hong Kong with additional locations in
Beijing and xiamen in china, Ho chi mih city, Vietnam and Cebu and Davao in
Philippines. Marco polo hotel group is a subsidiary of WHARF HOLIDAYS LTD.

8. MaRCo polo GRoUp oF hotEls
History:
Marco polo hotel is a wholly owned subsidiary of the WHARF HOLIDINGS LTD. The
wharf group was established in 1886 and since then has grown on strong recurrent
earnings and value creation opportunities coming from its initial flagship properties of
Harbour city and Times square.
These two core properties represent more then half of the groups total assets, the
group has a diversified assets portfolio consisting of major investment in CME
(communication, media and entertainment) under the brand names of i-cable and
wharf T and T and in logistics under the modern terminals brand. The development of
these core brands will drive the groups future investment in Hong Kong and china.

9. MaRCo polo GRoUp oF hotEls
Marco polo properties:
Hong Kong :
1// Gate way.
2// Marco polo Hong Kong hotel.
3// prince.
china:
1// Marco polo park side, Beijing.
2// Marco polo Wuhan.
3// Marco polo Xiamen.
4// Marco polo Shenzhen.
5// Marco polo Jinjiang.
Philippines:
1// Marco polo Davao.
2// Marco polo plaza, cebu.

10. MaRCo polo pRopERtiEs piCtURE
MARCO POLO HONG KONG HOTEL

11. MaRCo polo pRopERtiEs piCtURE
MARCO POLO WUHAN

12. MaRCo polo pRopERtiEs piCtURE
MARCO POLO PLAZA CEBU

13. MaRCo polo pRopERtiEs piCtURE
MARCO POLO DAVAO

14. MaRCo polo pRopERtiEs piCtURE
MARCO POLO PARK SIDE

15. MaRCo polo GRoUp oF hotEls
Award:
1// Marco polo Park side, Beijing won the prestigious Golden Pillow Award. Marco polo
Park side recently awarded the Golden Pillow Award for “ china’s best city business
conference hotel of 2010”.
2// Marco polo Shenzhen receives 5 star hotel award. Marco polo Shenzhen has been
awarded the much coveted 5 star accreditation by the china tourist hotel star rating
committee.
3// Marco polo Xiamen awarded the best business hotel for the fifth times. Marco polo
Xiamen is once again awarded the best business hotel in Xiamen for the fifth
consecutive years by Business Traveler Magazine.
4// Marco polo Wuhan was awarded the Golden Pillow Award for the “Best New
Opening Business hotel in central China for 2009”.
…… ..and many more.

16. MaRCo polo GRoUp oF hotEls
Future plan:
Marco polo group will open new hotel in cebu Philippines.
Marco polo has won a bid to by land in Shanghai for 4.8 billion, the company said that
property will use for developing the hospitality industry through Marco polo group of
hotels.
By 2012 Marco polo group will start 5 star hotel in chain, they are try to spread there
network in the whole world.

17. DoMEstiC hotEl
Ashok group of hotel

18. ashoK GRoUp oF hotEls
Introduction:
The ITDC Ashok Group of Hotels has been one of the pioneers of the Indian hotel
industry. Having successfully served both international and domestic guests for
around four decades, the ITDC Ashok Group of Hotels now owns 33 hotels in 26
destinations across India that have been classified as elite, classic, comfort hotels on
the basis of the services offered by them.
The ITDC group of hotels has always believed in the
importance of preserving one’s tradition heritage, therefore all its hotels across India
have conformed to the principle of combining tradition with modernity. Infect every
hotel belonging to the ITDC group is a classic mix of traditional Indian hospitality and
modern amenities.

19. ashoK GRoUp oF hotEls
History:
Maharana Bhupal Sing built Laxmi palace in Udaipur in the year 1911. The palace was
the official residence of the British political agent, Mr. Winn Gete. Later as the agent
shifted the palace was renovated as a royal guest house and is currently maintained
by the Ashok Group of Hotels.
In 1962 it was taken by the government, and is currently maintained by the Ashok
Group of Hotels as a heritage hotel.
ITDC came into existence in October 1966 and has been the prime mover in the
progressive development, promotion and expansion of tourism in the country, The
corporation is running Ashok Group of Hotels.

20. ashoK GRoUp oF hotEls
Ashok properties:
the ashok elite hotels:
New Delhi -- Ashok Hotel.
New Delhi – Samrat Hotel.
Maysore – Lalith Mahal Palace Hotel.
the ashoke classic hotels:
Bharatpur – Bharatpur Forest Lodge.
Bhuneshwar – Kalinga Ashok.
Jaipur – Jaipur Ashok.
Jammu – Jammu Ashok.
New delhi – Hotel Janpath.
Patna – Patliputra Ashok.
the ashok comfort hotels:
Bhopal – Lake View Ashok.
Guwahati – Brahmaputra Ashok.
Itanagar – Donyi Polo Ashok.
Pondicherry – Pondicherry Ashok.
Puri – Nilachal Ashok.
Ranchi – Ranchi Ashok.

21. ashoK GRoUp oF hotEls pRopERtiEs
piCtURE
SAMRAT HOTEL

22. ashoK GRoUp oF hotEls pRopERtiEs
piCtURE
BHARATPUR FOREST LODGE

23. ashoK GRoUp oF hotEls pRopERtiEs
piCtURE
JAIPUR ASHOK

24. ashoK GRoUp oF hotEls pRopERtiEs
piCtURE
ASHOK HOTEL

25. ashoK GRoUp oF hotEls pRopERtiEs
piCtURE
LAKE VIEW ASHOK

26. ashoK GRoUp oF hotEls
Award:
1// Industrial excellence Award 1992 for outstanding contribution and achievement in
the travel and tourism industry.
2// Man of The Year Award 1994 for contribution to tourism development in the
country by the industrial exhibition committee.
3// Life Time Achievement Award 2005 by hospitality India.
4// Golden Peacock Award for good corporate governance.
5// Ethics is God Business Award by TTG Asia for consecutive years.

27. ashoK GRoUp oF hotEls
Future plan:
ITDC Ashok Group offers unique consultancy service to develop camping tourism and
adventure tourism. The corporation has already run successfully tourist camps at
Narwar, Jaisalmer, Bir, Div, Andamans and Coorg.
ITDC can also offer group marketing services through its network of Ashok reservation
and marketing service (ARMS) all over India.
Preparation of cost-benefit analysis and budgetary support.
Operation of hotels, business centers, convention halls, banqueting etc.
Preparation of master plans for development of tourism.

28. Facilities & service offered by
different category of hotel
Facilities &service Budget Semi-luxury Luxury
Spa no no Yes
A.C. room Yes (optional) yes Yes
Conference room no optional Yes
laundry no Yes Yes
Health club No yes Yes
Safe deposited Yes Yes Yes
24 hr room service No yes Yes
City map’s no No Yes
Car parking Yes yes Yes
Meeting room no Yes yes

29. Facilities & service offered by
different category of hotel
Facilities &service Budget Semi-luxury Luxury
rent a car no no Yes
doctor on call no Yes Yes
Well come drink no Yes Yes
TV programmers no Yes Yes
Swimming pool No No Yes
gym no optional Yes
lift service No Optional Yes
Valet parking no Optional Yes
bar no Optional Yes
internet no on request yes

30. GUEst CyClE
Guest cycle is a sequence of events which starts with the pre-arrival of a
guest moves on to the arrival then further moves to a staying stage and
finally ends with the departure stage, where in the guest would decided
whether he/she would come back to the hotel as a repeat customer and do
apart of the sales activity by the publicized of the hotel at the end of the
day.
Pre arrival
Departure Arrival
Staying stage

31. GUEst CyClE
Pre arrival stage:
RESERVATION.
TELEPHONE AND ELECTRONIC MOBILE.
SALES AND MARKETING.
FOOD AND BEVARAGE.
Arrival stage:
BELL DESK
CONCEIRGE /VALET
TRAVEL DESK
RECEPTION
INFORMATION
HOUSE KEEPING
BILLING AND CASH
SALES AND PRO
FOOD AND BEVERAGE SERVICE.
Staying stage
HOUSEKEEPING
FOOD AND BEVARAGE SERVICES
SECURITY
MAINTAINANCE
GUEST GRE & PRO
BELL DESK
INFORMATION
RECEPTION
TELEPHONE
BILLING CASH
TRAVEL
Departure
BILLS AND CASH
RECEPTION
BELL DESK
CONCEIRGE/VALET
HOUSEKEEPING
FOOD & BEVERAGE SERVICE

32. FUNCtioNs
Pre arrival stage:
ENQUIRY
BOOKING
RESERVATION
CONVERSATION
SALES & MARKETING
BUILDING REPORT
CONFIRMATION
Arrival stage:
RECIVING
CHECKING
ALLOCATION OF ROOMS
REGISTRATION
INFORMATION
DISCLOSURE
ENQUIRING
PAYEMENTS

33. FUNCtioNs
Staying stage:
USE OF FACILITIES AND SERVICES ELECTRONIC POINT OF SALES.
GUEST COMPLAIN
MESSAGE AND MAIL HANDLING
HOUSEKEEPING SERVICES
RESOLVING CONFLICTS
GIVING VALUE FOR MONEY
Departure:
BAGGAGE HANDLING
SETTING BILLS
SALES AND MARKETING
PASSING INFORMATION

34. hoUsE KEEpiNG
HOUSEKEEPING CAN BE DEFINED AS A PROVISION FOR A CLEAN,
COMFORTABLE AND AESTHATIC UPKEEP OF THE HOTEL.IN AN AGE WHEN
MORE AND MORE PEOPLE TRAVEL AWAY FROM HOME,BOTH FOR
BUSSNIESS AND PLEASURE AND IF WE HAVE TO MAINTAIN A FAVOURABLE
POSITION IN BUSSINESS ,WHICH HAS BECAME EXTISIVLEY CPMPETITIVE,WE
HAVE TO STRIVE HARD TO IMPROVE OUR QUALITY OF SERVICES
MAINTAINENE AND ACCOMDATION.THE HOUSEKEEPING DEPARTMENT IN
RESPONSIABLE FOR PROVIDING A CLEAN HYGENIC AN PLEASURABLE STAY
TO THE GUEST.IT IS RESPONSIABLE FOR THE CLEANING OF BOTH HE
PUBLIC AND BACK AREA OF THE HOTEL.
HOUSEKEEPING IS THE BACKBONE OF A HOTEL….

35. hoUsE KEEpiNG
THE FUNCTIONS AND RESPONSIBILTIES OF HOUEKEEPING
CLEANLINESS-In the competitive hotel market it is very important to keep the
hotel crystal clean to create a good impression on guest’s mind. It is Totally
depends on House keeping. They do all the works of cleanliness.
Maintenance-It is also done by house keeping department ,they maintain the
beautiful decoration of the entire hotel.
Privacy, safety & security-HK is directly related with the guests. They do all the
works of an occupied room even in the absent of the guest. So HK is
responsible for privacy, safety &security of a guest.

36. sUB DEpaRtMENts oF hoUsE KEEpiNG
Laundry service-It is a huge department of a hotel & it is controlled
by House keeping. All the linen, uniforms & the clothes are washed
here. There are engineers for the technical works but the main works
of it are controlled by HK.
Linen- There are a huge number of linen used in a hotel. And all the
linens are provided by the HK. They also maintains it. Generally
there is two kinds of linen- 1)Room Linen & 2) F&B linen. Inventory&
Discarding of linen are also done by House Keeping.
Uniform – The HK provides the uniforms of the all employees of a
hotel. He decides how many he requires for whom. HK also provides
shoes, name plate, etc.
Lost & Found Service-If any thing of the guest is lost, HK is
responsible for it. Find out the item is the responsibility of HK. HK
people can not touch any thing of a guest from a room.

37. sUB DEpaRtMENts oF hoUsE KEEpiNG
Theme Decoration- During any festival or occasions the HK
Department decorates the entire hotels on that particular theme. The
arrangements of the decoration are done & decided by House
Keeping.
Horticulture- Every hotel has it’s own garden. All the flower arrangements
are done by the HK & from the garden. They also maintain the Lobby area,
Fountains etc.
Amenity Supplied-All the basic amenities like Soap, shampoo, conditioner
etc & special amenities like baby cot, iron, hard board, extra bed etc are
provided by Hose Keeping.
Pest Control-Pest control department is under the house keeping. It is
responsible to keep the hotel insects free. Generally they are in contract
basis.
Other Services- Other services like baby sitting , Shoe shine kits Are also
provided by House Keeping.

38. hoUsEKEEpiNG DEpaRtMENt that GENERatE
REVENUE aRE
 FLOURIST
 LAUNDRY
 TAILORING
(IT MAY GENERATE REVNUE
OCCASSIONALLY)

39. hoW sUB DiVisioN liKE laUNDRy, hoist shop hElps to
EaRN MoNEy iN thE hotEl iNDUstRy?
LAUNDRY:
 Laundry service in a hotel plays a major role to earn more revenue; it is the crucial part of
housekeeping. In the hotel housekeepers use laundry chute to get the dirty from the upstairs
dowry to the laundry area. The sorting and washing operation involves the following:
 Sorting laundry.
 Loading bins which weight 27 kg of dry laundry and 55 kg when wet.
 Transporting (pushing/pulling) blins to dryer (towers only).
 Loading dryer with towels.
 Unloading towels from the dryer.
 In one eight hour shift, 20 bins of laundry are processed by two workers. The dry laundry is
handled four bins…..27 kg*4 handlings*200 bins = 2,200 kg, the wet laundry is handling
distributed evenly, so each worker handle approximately2,200 kg of laundry every day. The
handling of laundry requires the use of considerable force: drying & folding……

40. laUNDRy
 Pulling the laundry from pile under the chute
 Loading laundry into the washer
 Pulling wet laundry from the washer
 Feeding the rolling dryer with small pieces of laundry
 Retrieving small pieces of laundry from the dryer
 Retrieving large pieces of laundry from the dryer
 Folding towels
 Reaching the laundry in the bin
 Unfolding and stretching the laundry
 Spreading the laundry on rollers
 Reaching for bed sheets in the bin
 Unfolding bed sheets spreading the bed sheets
 Spreading bed sheets on the roll

41. laUNDRy
Retrieving pieces of laundry
 Reaching forehand to pick up the laundry
 Folding laundry
 Bending and reaching for the bed sheets
 Folding the bed sheets
 Pulling the bed sheets
Folding towels : towels diced in drum type dries and placed in a bin
 Reaching in to bin
 Grasping towels
 Folding the towels
 Pilling the towels
 Sorting the towels
 Drying the towels

42. CoNtRol DEsK
A large display board provides the following information to the house
keeping staff.
1/ room number of group in the hotel.
2/ room number of crew in the hotel.
3/ VIP in house.
4/ weekly cleaning schedule.
5/ night cleaning schedule.
6/ daily roaster of supervisions and stuff .
7/ any other significant information.

43. FRoNt oFFiCE
Receive departure room numbers or from front office and transmits them to
appropriate floor supervisor inform the desk attendant once rooms are cleaned and
ready for sale. The desk attendant accordingly informs the front office receptionist.
This coordination is extremely valid.
Inform housekeeping floor stop about VIPs in the house. The front office alerts the
control desk of such arrivals. Room’s attendants take extra care in the following.
1/ cleaning the VIPs rooms.
2/ equipping the rooms with attendant amenities as per the policy of
management such as bathroom extra soap, hanger, glass etc. the VIPs can get a
supervisor verity set and also the flower arrangement.
Inform floor staff of group expected and the arrival and the groups in the house.
Groups arrive and depart together which means that rooms and cleaned at the same
time and within strict time parameters some bines the arrival of a group in a busy hotel
could ever lap with the departure of the another. Since cheek in and cheek out bines
are the same house keeping staff are under pressure to prepare the vacated
departure rooms speedily to allocate volume rooms to a group.

44. DiFFERENt aMENitiEs sUppliED FoR
DiFFERENt GUEsts
VIP I Heads of state, Ministers, High Full bar- 3 miniature bottles of hard drinks, 2
ranking government delegates, cans of beer, 2 bottles of mineral water, 2
National and International bottles of soda,1 bottle each of cola, orange
dignitaries, etc. and lemonade, 1 bottle of tonic water. Large
flower arrangement, Large fruit basket,
Chocolates, Bathrobe, Slippers, and other
personal amenities.
VIP II Companies identified as giving high Practical bar- 2 bottles of beer, 2 bottles of
volume business, Top film mineral water, 2-2 bottles each of cola orange
personalities, Other well known and lemon drink, 2 bottles of soda, 1 bottle
personalities from the world, Foreign tonic water. Medium flower arrangement,
visitors and gests of VIP I Medium Sized fruit basket, Chocolates,
Bathrobe, Slippers, and Special Compliments.
VIP III Decision makers and influential Mineral water, Small Flower Arrangement,
trade VIP’s, Persons from airlines, Small fruit basket, Bathrobe, and Slippers.
Travel agents, Hotels, etc.
VIP IV Certain groups, HWC (handle with Mineral water, Bud vase, Small fruit basket,
care) guests, Repeat guests, etc. Cookies.

45. GUEst RooM sUppliEs aND
aMENitiEs ChaRt
Guestroom Supplies and Amenities
Guestroom Guestroom Bathroom Bathroom
Supplies Amenities Supplies Amenities
Pillows Stationery Wash cloths Facial soap
Pillow cases Postcards Hand towels Bath soap or shower
Sheets Pens Bath towels Gel
Blankets Laundry bags Bath mats Shampoo
Water pitcher Utility bags Liners Moisturizer
Clock Packets of coffee or Toilet tissue Shower cap
Radio tea, sugar & powdered Facial tissue Shoe mitt or shoeshine
creamer, stir sticks kit
Glasses Sanitary bags
chocolate or mints Shoe horn
Plastic drinking cups provided with Waste baskets
Coffee or tea maker turndown service Toilet seat band Sewing kit
Trays Hair dryer Bubble bath
Ice buckets Makeup mirror Hair conditioner
Hangers Bathrobe Cologne or after shave
Ashtrays Scale Razor
Waste basket Disposable slippers Amenities container
Telephone directories
Bibles
Do not disturb sing
Fire safety
Table tent cards
Television program guide
Stationery folders

46. RolE oF hoUsEKEEpiNG iN VaRioUs staGE oF GUEst
CyClE
Pre-arrival:
It is the time when housekeeping department make the room ready for sale & they put
some flower bouquet, fruit basket in the room. They give information to the reservation
that these rooms are ready for sale.
Arrival:
After arrival housekeeping department go to the guest & ask help if they need. They
ask about the room.
Staying stage:
It is the most crucial part for housekeeping department. Morning service like cleaning,
changing linen putting fresh flower & some fresh fruit, evening service provide to the
customer.
Departure stage:
At the departure stage housekeeping checking the room & making ready the room for
sell. At this time he can clean the back area & outside periphery that doesn't clean
during the guests staying stage.

47. RolE play

48. BiBlioGRaphy
primary source: class note, news paper, hospitality module,
aviation time magazine.
secondary source: internet.
http:// marcopolohotels.com
http:// theashokgroup.com
http:// india-travel.com/itdcashk.thm
http:// yahooanswer.com
http:// travelguide.com/hotel/marco-polo-hotel

49. DEClaRatioN
I am Imran laskar here by declare that all the work done
by me is completely genuine and no part is copied from
other.
IMRAN LASKER.
BATCH NO- H4
GARIAHAT BRANCH.
KOLKATA.
THANK YOU!!!