Here are some potential strategies to handle situations that may occur during guest departure: 1. Late checkout: - Offer to store luggage until departure. - Provide late checkout for a fee if rooms are available. - Suggest nearby amenities/attractions to visit until checkout time. 2. Lost room key: - Provide replacement key for a fee. - Have guest sign form acknowledging charges if key is not returned. - Escort guest to room to retrieve belongings and check out. 3. Unpaid charges on folio: - Review charges and resolve any billing disputes. - Accept payment via different payment method if issues with original. - Settle charges in full

4. I take this humble opportunity to thank our
Hospitality Faculty Mr. N. Arun
Kumar for the great Knowledge and
support he has given through his
sessions. He taught us Chain,
Classification and Types of Hotels. He
also helped us a lot to do this assignment
and I’m also thankful to almighty God.

5. Our society is changing day by day.
Hospitality Industry also have an
important role in our Country’s
Growth. Hospitality Industry is a part
of larger enterprise known as travel
and tourism industry. We should
more aware about Hospitality
Industry.

7. 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. The presentation should not exceed 5-7
minutes per student.

8. CHAIN HOTELS
CHAIN
HOTELS
Domestic
International

9. Domestic Chain :-
International Chain :-

10. DOMESTIC CHAIN

12. ABOUT THE FOUNDER
He served in the Indian National Army
under Netaji Subash Chandra Bose. In
1950, he married Leela. Inspired by the high
luxury standards of European hotels, he set
up the first Leela hotel in Mumbai in 1986
and signed a marketing alliance with
Kempinski.

13. Today, The Leela Palaces, Hotels and
Resorts have seven luxury properties in
New Delhi, Mumbai, Bangalore, GurgaonDelhi N.C.R., Udaipur, Goa and Kovalam;
with more hotels opening in
Chennai, Agra, Jaipur and Lake
Ashtamudi in Kerala. His mission is to
delight and exceed his guests.

14. HISTORY OF THE LEELA
GROUP OF HOTELS
Hotel Leela, incorporated in 1981, entered
into collaboration with Kempinski Hotels, to
set up and operate 5-star hotels. The
company set up its first 5-star deluxe
hotel, Leela Penta, in Bombay in 1986. It was
renamed Leela Kempinski in 1988, following
the change in its marketing and sales tie-up.
The Leela Palace, Goa, started its operation in
Sept 1998.

15. The hotel has been upgraded to a worldclass beach resort and has been acclaimed as
one of the finest resorts in the world. The
300-room Bangalore five-star hotel had a
soft launch on July 15, 2001. In July 2005, the
company acquired majority stake in Kovalam
Hotels Ltd. Consequently Kovalam Hotels Ltd
became a subsidiary of the company and
now is known as 'Leela Kovalam
Beach, Kerala'. The company operates four
hotels with 985 rooms under the ‘Leela’
brand.

16. Boardrooms and Meeting rooms
¤ Banquet Facilities
WI-Fi internet access
¤ Bar
Car Hire Service
¤ Business Center
Courier Service
¤ Children welcome
Laundry Service
¤ Computer
Florist
¤ Doctor On Call
Foreign Currency Exchange
¤ Fan
Gymnasium
¤ Fax Service
Electronic safes
¤ Fire Safeguards
Spa
¤ Free Newspaper

17. !!! UPCOMING HOTELS!!!
AGRA
Experience a world of grandeur and splendour at The Leela
Agra. It will be located at 200 km driving distance from New
Delhi. All 140 rooms enjoy the view of the magnificent and
historical Taj Mahal. It will have an array of multi cuisine
Specialty restaurants, a techno gym, several conferences
and meeting room facilities and a Spa by the world
renowned spa. Agra Airport is about 12.5 Km from the city
centre.

18. JAIPUR

19. ASTHAMUDI
The Ashtamudi Lake, so named because of its
eight 'arms' or channels is the gateway to the
backwaters. Located in Kollam district, Ashtamudi will
be situated amidst the serene beauty of the coconut
groves and palm trees along the banks the lake. All
rooms will enjoy a view of the Lake Ashtamudi. It is in
close proximity to the "house boats" which are
located in the lake.

21. INTERNATIONAL CHAIN
International chain is Foreign Hotels which are working
within our country.

22. Charles Kemmons Wilson
Founder of Holiday Inn hotels

23. Charles Kemmons Wilson
Full Name
:
Born
:
Birthplace
: Osceola, Arkansas, USA
Died
:
February 12, 2003
Occupation
:
Business
Profile
: Founder of Holiday Inn hotels.
January 5, 1913

24. Charles Kemmons Wilson was born in
Osceola, Arkansas, a son of Kemmons and Ruby “Doll”
Wilson. His father was an insurance salesman who died
when Kemmons was nine months old. He and his
mother, Doll, then moved to Memphis, Tennessee where
she took a job as a dental assistant.
When his mother lost her job during the Great
Depression, Kemmons quit school to sell popcorn at the
local cinema – making enough money to buy a house for
himself and Doll to live in.
He later became a successful homebuilder and was well
known for building bigger and better houses at no
higher a cost. As he said, “The space in the middle of a
house doesn’t cost anything”.

25. List of Holiday Inn Group of Hotels
In India
HOLIDAY INN,
AGRA
HOLIDAY INN
JAIPUR
HOLIDAY INN
BOMBAY
HOLIDAY INN GEM
PARK OOTY
4 Star
3 Star
5 Star
3 Star
Agra
16/2/8
Sanjay Place
M.G. Road, Agra
Uttar Pradesh
Jaipur
Plot No. 1
Golimar Garden Scheme
Amer Road
Jaipur, Rajasthan
Mumbai
Balraj Sahani Marg
Juhu Beach, Mumbai
Maharashtra
Udagamandalam
Sheddon Road
Udagamandalam, Tamil
Nadu

27. HISTORY OF HOLIDAY INN
THE CHAIN OF HOTELS
Kemmons Wilson built the first Holiday Inn in
1952 on Summer Avenue, one of the main
approach roads to Memphis, and quickly added
others to create an entire hotel chain. By 1959, 100
were in operation.
Holiday Inn went international in 1960 and in 1975
there were 1,700 Holiday Inn around the world.

28. Their main headquarters in
Memphis, Tennessee. With over 1,800
locations in the United States alone,

29. •Room Service
•Business Center
•H/C running water
•Banquet & Conference Facilities
•Telephone
•Shopping Arcade
•Fax
•Casino
•T.V.
•Public Air Conditioning
•Safe Deposit
•WI-Fi Available
•Channel Music
•Indoor swimming pool
•Tea/Coffee maker
•Parking
•Satellite Channel
•Car rental
•IDD
•Elevator
•Individual A/C Control
•Currency exchange

31. Domestic Chain
International Chain
Boardrooms and Meeting rooms
Business Center
Wi-Fi internet access
Banquet & Conference
Car Hire Service
Facilities
Courier Service
Shopping Arcade
Laundry Service
Casino
Florist
Public Air Conditioning
Foreign Currency Exchange
Wi-Fi Available
Gymnasium
Indoor swimming pool
Electronic safes
Parking
Spa
Car rental

32.  Playground
 Currency exchange
 Power Back-Up
 Luggage storage
 Printer
 24-Hour Front Desk
 Public Areas A/C
 Newspapers/magazines
 Public Areas Access
 Barber/Beauty Shop
 Room Service
 Dry cleaning
 Safe Deposit
 Massage services
 Secretarial Services
 Laundry
 Shopping Arcade
 Child care
 Squash
 Shopping arcade
 Tennis
 Beauty salon

33. Laundry Facilities
Lift available
 Room Service
 H/C running water
 Telephone
Live Entertainment
 Fax
No pets allowed
 Safe Deposit
Non Smoking rooms
Parking
 Channel Music
 Tea/Coffee maker
 Satellite Channel
 IDD
 Individual A/C Control
 Game Room
 Health Club

34. The range of services provided by the
front office department for a specific
type of guest (FIT, FFIT, CVGR & CIP)
from the time that he has made his
booking until he settles his account
during departure.

35. Pre-Arrival
Departure
Arrival
Occupancy

36. FFIT (Free Foregin Independent Traveller)

38. Registration form of a Hotel

39. Reservation Form
Name of the Guest
: SHERIN RAJ S
Address
: 4 Windmill Street, London, W1T 2HZ, UK
Contact No.
: +44 (0)20 1440 4952
No.of Pax
: 1
Adult/Child
: 1 Adult
Date of Arrival
: 12/12/212
Date of Departure
: 14/12/212
Type of Room or Plan
: Rack rate
Mode of Payment
: Cash
Any Special request
Name and contact
No.of contacted person
: No
: Shine Raj S, +44 (0)20 3213 5432

40. Additional Information for FFIT
Passport number.
Method of guarantees.
Visa number.
Nationality.
Driving license.
Gender.
Place of issue.
Date of expiry.
Number of days in country.
Purpose of visit.
Reservation Transferred to hotel dairy.
Updated in density chart.
A confirmation voucher issued to
guests.

41. Pre-Arrival
Pre-Arrival Take all the document pertaining
the foreigner . Check for expected arrival list for
the house position. Check foreigner
requirement from the voucher or confirmation
letter, and note any special rooming
requirement. Block room in the room rack and
inform housekeeping to make the room ready
before the arrival of the foreigner. Ensure that
keys of particular rooms are available at the
reception. Inform to concerned person to make
arrangement for traditional welcome

42. Inform to barman to keep the welcome drink
ready. Take final room clearance from the
housekeeping. Have 3 copies of naming list
ready and make tentative room allocation on
the naming list with pencil. Have 3 copies of the
passport list ready. Prepare welcome card along
with room keys. Check the amenities provided
to be provided in the room. Inform to bell
captain the expected time of arrival. Check for
any mail or message for the foreigner. Preregister the guest.

43. ARRIVAL
This is the stage where the guest comes to the hotel based
on the reservation and Registers himself in a room. If he is
a walk-in guest he will directly come to the hotel and
Enquire about a room. If he is satisfied he will take a room
and register himself. Registration is where the guest
makes payment for the room and he handed over the
room key from the hotel.
He is then given the guest registration card to fill. He is a
foreigner he has to produce valid , passport, visa, and
foreign currency purchase certificate. The amount he is
carrying (1000$) is endorsed on the back side of
passport, only if all these documents are clear a room is
given to the foreigner.

44. Post Arrival Procedure
 The arrival register has to be updated.
 The room chart has to be updated.
 Arrival slip is prepared and sent to all
Departments to inform the arrival of the guest.

45. OCCUPANCY
This is the stage where the guest is now staying in the
hotel. He has provided various services like: Information
 Ticket Booking
 Message handling
 Mail
Etc by the front office.

46. Departure :
Departure When a guest arrives, the doorman buzzes
the Bell Captain Desk for a bell Boy. The bell boy should
wish the guest and collect his baggage and bring it into
the lobby via the baggage entrance and place baggage at
the bell desk which is located normally opposite the
Reception counter. The bell boy should wait for the
guest to register at the front office. If the hotel has tags
to identify baggage these should be attached to the
baggage. Inform scanty baggage to the lobby manager
or front office.

47. The Information counter at the front office will
indicate that the guest has been allotted a
room by handing over the errand card which
mentions the room number. The room key is
also handed over with the errand card. Bring to
the guest’s attention any baggage damaged to
protect the hotel from blame. Guest Arrival
Errand Card.

49. Explain how the Housekeeping
department contributes towards
earning hotel revenue.

51. As far as housekeeping is concerned, it
is the backbone of a hotel. The
housekeeping department is
responsible for the upkeep and
maintenance of the entire hotel. One
of the first impressions a guest form
when he walks into a hotel is a
reflection on the housekeeping
department - how clean well
maintained the surroundings are .

52. 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.

53. During the guest stay the services provided by the
housekeeping department
Cleaning of rooms on a daily base and provide second service
in case the guest requests
They provide laundry services
They provide valet service
They provide shoe shine service
They provide the guest with
flowers in case of request
They provide evening service
Dry cleaning
Frowning (laundry)

54. Layout of Standard Twin Room
Connecting
Doorway
Bath with Shower
Trundle
Bed
W.C
Single bed
Single bed
Basin
Window
Basin
Privacy
Curtain
T.V

55. Demonstrate the reservation, check In,
during the stay and checkout process using
the case study given by your trainer, on the
Fidelio Software. Document each process
step by step.

56. Question:-
Make a reservation for two peaks on sharing basis in
a standard twin Room for two Nights.
Mr. Richard their Boss called from England at 2 pm
leave a message for the Guest to call back Mr.
Richard Immediately.
The guest consumed champagne Rs.750/- , Breakfast
Rs.450/- , had Lunch in the Golden Nugget for
Rs.850/- , Londary Rs.350/- . Post the following
charges in their bill and settle the same.

57. STEP 1:-
LOGIN Screen

58. STEP 2 :Reservations
New Reservation
{ Then click on New and type the required details.}

59. STEP 3:After filling the form click on the ‘OK’ command button.
Then the Guests Reservation no. Will appear......

60. STEP 4:-
Then go to the Home screen and
Front Desk
Arrivals

61. STEP 5 :-
Then click on the ‘SEARCH’ button and select the guest
Click ‘CHECK IN’ button
Now the Room No. Will appear.............

62. STEP 6 :-
MESSAGING
Then go to the Home screen and
Front Desk
In House Guests

63. STEP 7 :-
Then select the guest and click ‘OPTION’ button

64. STEP 8 :-
Then click on the ‘MESSAGES’.
Then click ‘NEW’.

65. STEP 9 :-
Then create the Message and click ‘SAVE’ and
Then click ‘RECEIVE’ button and close.

66. STEP 10 :-
Then go to the Home screen and
Front Desk
In house Guests
Then select the Guest and click on ‘BILLING’ button.

67. STEP 11 :-
Then the ‘LOGIN’ form will appear.......
Then login and click ‘POSTINGS’ button.

68. STEP 12 :-
Then post items and close.

69. STEP 13 :-
After posting the items click ‘SETTLEMENT’ button

70. STEP 14 :-
Then click ‘Early departure’

71. STEP 15 :-
Then click ‘CHECK OUT’ and exit.

72. (M)
Apply strategies and come up with
appropriate and unique solutions in order to
handle different situation which can occur
during a guest’s stay. The case-studies can
be on any of the following stages of guest
stay.




RESERVATION
REGISTRATION
GUEST STAY
DEPARTURE

73. SITUATION [Departure]
Once in a hotel there was a guest want to take
a room for two days. After two days he goes.
But he forgets to take his mobile . After some
times housekeeping peoples went to that
room to clean the room . That time they got
the mobile of the guest . They gave that mobile
to the Front office . The next day the guest
came there and ask the front office for his
mobile.

74. SOLUTION
Front office manager asks him the
identification marks of the mobile . Then the
guest has to be given them to the correct
details . Then the front office manager gave
him the mobile .

75. (D)
You have to be prepared a layout of a standard
room as per the current scenario of the hotel
industry. After analysing the guest
supplies, amenities, decor and cleaning
standards, design a standard room for the future.
Justify as to how the hotel with updated room
facilities can create a niche in the Industry.

76. Layout of the room Before Update.
Connecting
Doorway
Bath with Shower
Trundle
Bed
W.C
Single bed
Single bed
Basin
Window
Basin
Privacy
Curtain
T.V

77. Layout of Standard Twin Room With
Updated Room Facilities
Connecting
Doorway
Bath with Shower
Trundle
Bed
Single bed
Air Con..
Basin
T.V
Basin
Privacy
Curtain
Window
Single bed
Window
W.C
Fridge
Shelf and Hanging Rail

78.  Mini Fridge
Minibar are the one of the products which are environmentally
friendly, without fluorine, and cause no pollution to the aerosphere.
Minibar without compressor, silent and don’t produce any
noise, function stably and soundly. The products can defrost
automatically and belong to static-cooling refrigerators.
This Facility helps the hotel earn more revenue and this facility
makes the guest mind comfort.

79.  Air Conditioner
Air conditioners are an important aspect of our modern world,
and can keep the Guest cool during extremely hot months. So
whether it's protecting Guest from the summer heat, or relaxing
on your days off.
This Facility helps the hotel earn more revenue and this facility
makes the guest mind comfort.

80.  Shelf and Hanging Rail
Shelf and Hanging Rail help the
guest to keep his
Stationery items safe and This
Facility helps the hotel earn more
revenue and this facility makes the
guest mind comfort.

81.  Furniture
Sofa Table An Important Furniture Used To Serve
Guests. Additional Furniture make the room looks
more beautiful. This Facility helps the hotel earn
more revenue and this facility makes the guest
mind comfort.

82. By doing this assignment I can understand the
duties and responsibilities of front office and also
the housekeeping department . This two department
mainly housekeeping department was taking the
responsibilities of the hotel also food and beverages
are one of the important part of a hotel.
Once again I really want to my heartily
thank to my Hospitality faculty Mr. N. Arun Kumar
Sir. Because he gave me a golden opportunity to do
this assignment very well . Then I want to thank my
friends and parents also to my almighty god .

83. http://www.theleela.com/about-us/history#
http://www.theleela.com/about-us/company-information
ebookbrowse.com/leela-seo-casestudy-pdf-d291767384
http://en.wikipedia.org/wiki/Holiday_Inn
http://www.booked.net/hotel/holiday-inn-gem-park-ooty-28447
Hospitality module