if u need diz ppt just mail me to teja.frankfinn@gmail.com

1. Hotel Management
Hospitality and Reservations

2. INTRODUCTION
• Name:- M. Sai Teja
• Batch:- A1 HTCS
• Subject:- Hospitality
• Centre:- Hyderabad
• Assessor Name:- Mr.

3. ACKNOWLEDGEMENT
• First I thank my parents who led
me to grow and helped to do my
best in my life.
• I thank my faculty Mr. Sunny
who guided me to do this
assignment.

4. Pass task LO-1
1)Select two renowned chain of
hotels (one domestic & one
International) and trace its
history right from the time of its
inception. Present your findings
in power point or with slides. The
presentation should not exceed
5-7 minutes per student.

5. DEFINITIONS OF A HOTEL
 A hotel is defined as a place where a
beneficed guest will be provided food,
beverages, accommodation &
entertainment. But he or she should be
in a condition to pay for it & receive it.
 A hotel is a home of entertainment of
travelers.
 A hotel is a home multiplied with
commercial activities.

6. International Hotel

7. The Oberoi Group of Hotels in India
• One of the most prominent
names among the hotel chains
of India is the Oberoi Group.

8. History of Oberoi Group of Hotels
• Rai] Bahadur Mohan Singh Oberoi (August
15, 1898—May 3, 2002) was a
renowned Indian hotelier, widely regarded as
the father of 20th century India's hotel
business, was the founder Chairman of Oberoi
Hotels & Resorts, India's second-largest hotel
company, with 35 luxury hotels in India, Sri
Lanka, Nepal, Egypt, Australia and Hungary
• A centenarian, he is acknowledged for putting
the Indian hoteliering on the global map by
successfully establishing noted hotel brands

10. The start of a hotel empire
 After another four years, in the aftermath of
a cholera-epidemic-caused business
downturn in Kolkata, M. S. Oberoi was able
to negotiate Favourable terms in taking over
the management of the city's Calcutta Grand
Hotel.
 The hotel, formerly a palace of luxury, had
been empty for years, since the death of
over a hundred foreigners who were guests
during the outbreak

11. • By 1941, M. S. Oberoi was becoming
well known in the hotel business and, in
recognition of his services to the
industry in time of war, Indian
authorities bestowed on him the title
of Rai Bahadur.
In another two years, he became
India's first modern hotel magnate by
taking over the controlling interest in
the Associated Hotels of India (AIH),

12. Oberoi Group
• The Oberoi Group, founded in 1934, now
employs about 12,000 people worldwide and
owns and manages about thirty hotels and
five luxury cruisers. Oberoi Amarvilas, Agra,
ranks amongst the Top 10 Hotel Spas Asia-
Pacific, Africa, and the Middle East of
the Travel + Leisure magazine. and also
Rank 3rd in Best Hotels in Asia in
2007 .Other activities include airline
catering, management of restaurants and

13. Oberoi cario {Egypt}
Oberoi sri lanka
Oberoi saudi arabia

14. Interior Pictures of Hotels

15. Domestic chain of hotels

16. ITC Maruia, New Delhi
• ITC was incorporated on August 24,
1910 under the name Imperial
Tobacco Company of India Limited.
As the Company’s ownership
progressively Indianised, the name of
the Company was changed from
Imperial Tobacco Company of India
Limited to India Tobacco Company
Limited in 1970 & then to I.T.C.

17. • In recognition of the Company’s multi-
business portfolio encompassing a wide
range of business – Cigarettes &
Tobacco, Hotels, Information
Technology, Packaging, Paperboards &
Specialty Papers, Agri-business, Foods,
Lifestyle Retailing, Education &
Stationary and Personal Care- the full
stops in the Company’s name were
removed effective September 18, 2001.
The Company now stands rechristened

18. • The Company’s headquarter building,
‘Virginia House’, which came up on
that plot of land two years later,
would go on to become one of
Kolkata’s most venerated landmarks.
• ITC’s Packing & Printing Business
was set up in 1975 as a strategic
backward integration for ITC’s
Cigarettes business.
• In 1975 the company launched its

19. • In 1979, ITC entered the
Paperboards business by promoting
ITC Bhadrachalam. Paperboards
Limited.
• In 1985, ITC set up Surya Tobacco
Co. in Nepal as an Indo-Nepal &
British joint
• Venture. In 1990, ITC acquired
Tribeni Tissues Limited, a Specialty
paper manufacturing company & a

20. • In 2000, IITC forayed into the
Greeting, Gifting & Stationary
products business with the launch of
greeting cards . And also entered the
Lifestyle Retailing business with Wills
Sport range of international quality
relaxed wear for men & woman and
also John Players.
• In 2002, ITC’s philosophy of
contributing to enhancing the
competitiveness of the entire value
chain found yet another expression in

21. ,
ITC Royal Gardenia, Bangala ,ITC Windsor, Bangala ITC Grand Central,
Mumbai and ITC Sonar, Kolkata

22. ITC Sonar Bangala, Kolkata
• ITC hotel in Kolkata , the ITC Sonar
Bangla will simply increase your cherished
tour in the most contented and defined
method without any divergence.
• Itc hotels kolkata including the famous
and reputable itc sonar bangla are the
first-class and the superior quality hotels in
kolkata. Your inclusive reside and feast will
be taken care in the precise technique that
can only mesmerize your mind and nature.
• You can naturally remind your elegant
stay at any of the itc hotels in kolkata till

23. • Itc hotels kolkata will offer
stupendous services like the
permanent internet connection,
laptop, spa and body massage, yoga
treatment, discotheques and striking
swimming pool.
• The guest will basically be awestruck
by the incredible aspects and
facilities that will be on
demonstration. Itc hotels in Kolkata
will watch your total visit as soon as
you make entry in any itc hotel in
Kolkata.

24. ITC Kakatiya Hyderabad
• ITC Kakatiya Hyderabad has a health
club, an outdoor pool, a spa tub, and
a fitness facility.
• Business amenities at this 5.0-star
property include a business center
and audio-visual equipment.
• This Hyderabad property has a
restaurant, a bar/lounge, and a
coffee shop/café. Event facilities
consist of conference rooms and

25. Guest Rooms
• ITC Kakatiya Hyderabad has 188
guestrooms. Guestrooms have LCD
televisions with cable/satellite
channels. Guestrooms provide
phones and complimentary
newspapers. Guestrooms feature
coffee/tea makers.
• Bathrooms offer hair dryers.
Additional amenities include minibars,

26. ITC Hotel In Bangalore
• Located on the Deccan Plateau,
capital city of Karnataka, Bangalore is
India’s leading IT exporter city.
• Thus popularly known as ‘Silicon
Valley of India’ Bangalore has laid the
foundation for the now booming IT
sector in the country.
• The technologically advanced
Bangalore boasts of a variety of
tourists infrastructures available in all

27. • Amongst various categories of hotels,
luxury hotels in Bangalore are most
respected ones. Replete with modern
comforts and cutting edge services, these
hotels are ultimate abode for those
desiring to explore the city in style
Normally, the five star hotels in Bangalore
are situated close to the places of tourist
interest and thus make commuting to
these places easier.
• These Bangalore hotels are an eclectic mix
of traditional hospitality and modern
comforts. The rooms are well spacious and
are appointed with amenities such as Wi-

28. Interior Pictures of Hotel
Guest Lobb
y
Room
Restaura
nt

29. Pass Task LO-2
• Demonstrate with the help of role
play, the range of services provided
by the front office department to a
specific type of guest (DFIT, FFIT,
CVGR & CIP) from the time that he
has made his booking until he settles
his account during departure.
• This demonstration can be a group
activity in which students can
brainstorm and present the entire

30. Guest cycle
• It can be described as all the
interactions and activities that
takes place between the hotel
and the guest. When he guest
enters for a room into a hotel for
a stay.

31. Guest type
 Name of the guest :Rishi
 Type of the guest :CIP.
 Purpose of visit :business
 Date of arrival :10th, April.
 Date of departure :12th, April.
 Mode of payment :BTC( Bill To Company)
 Request :System to be
provided.
 Type of room :Business club room.

32. Guest cycle
Pre-arrival
stage
Post
On arrival
departure
stage
stage
Departure During stay
stage stage

33. Guest Reservation Form
Personal information:
• Last Name : Venkat
• First Name : Rishi
• State/province Country : UK(United
Kingdom).
• Address : Mr. Rishi,49
Featherstone Street,
London, Ec1y 8sy, United Kingdom.
• E-mail : Rishi128@aaaa.com

34. On Arrival Stage
• At the arrival stage, registration and
rooming functions takes place and
the hotel establishes a business
relation-ship with the guest.
• The check-in clerk should determine
the guest’s reservation status (i.e.
pre-registered guests versus walk-
ins). Later, he/she shall prepare a

35. Hotel Registration form
• Hotel : ITC Kakatiya
Hyderabad
• Check In Date : 25th April,
2012
• Number of Rooms : 2
• Number of Nights : 4
• Room Type : STW
• Hotel Plan : American Plan

36. During stay stage
• At the occupancy stage, the front
office department shall coordinate
guest services in a timely and accurate
manner. Moreover, front office clerks
should encourage repeat guests by
paying a great attention to guest
complaints. This is ensured by placing
complaint and/ suggestion cards in
every public place and revenue

37. • In addition, shall design effective procedures in
order to protect the funds and valuables of
guests. This might be ensured through guest
key control, property surveillance, safe deposit
boxes, and well designed emergency panels
and exits.
• Another activity at occupancy is to process
posting of guest charges [i.e. post room rates,
F&B charges, additional expenses, and taxes to
various guest folios, master Folios. While doing
so, front office clerks shall continuously check
for deviations from the house limit, and take

38. Departure stage
• At the departure stage, the guest
shall be walked out of the hotel.
Moreover, front office clerks shall
create guest history record. Finally,
cashiers shall settle guest account
outstanding balances [i.e.: balance
the Guest account to 0]

39. 1. In general, a proper checkout occurs when
the guest:
2. Vacates the room
3. Receives an accurate settlement of the
guest account
4. Returns room keys
5. Leaves the hotel
If at departure, the guest account is not fully
settled, then late charges accumulates. In
such an undesired case, the responsibility of
collection lies within the accounting

40. Guest Departure Errand Card

41. Post Departure Stage
• At departure, checkout personnel
should encourage guests to consider
returning to the hotel on any future
date. That's why cashiers should act
like a true sales person, and might
eventually accept guest future
reservations. That way, the stages of
the guest cycle become really a cycle
(i.e. start from where it ends).

42. Pass Task LO:3
• Explain how the Housekeeping
department contributes towards
earning hotel revenue.
• Also, prepare a layout of a standard
room in hotel, exhibiting the basic
amenities and facilities provided

43. The Housekeeping Department
• The housekeeping department plays
the important role in hospitality
industry.
• The housekeeping department are
one of them who face the guest
directly sometimes
• Housekeeping is the only department
head who has access to every

44. The Contribution of Housekeeping Department
• Housekeeping plays important role in
earning revenue for the industry
• Deals essentially with cleanliness and all
the ancillary service attached to that
• The housekeeping in a hotel provides the
accommodation for the guests
• The duty of the housekeeping is to
maintain the room of a hotel clean and
hygiene

45. The Layout of a Standard Room in Hotel
Deluxe Room

46. The Layout of a Standard Room in Hotel

47. The Facilities of Standard Room in a Hotel
Luggage rack
Television stand and mini bar
Bed
Bedside table
Chairs
Small table
Bathroom and WC area
Writing table

48. Pass Task LO:4
• Demonstrate the reservation, check-
in, during stay and check-out process
using case study given by your
trainer, on the Fidelio software.
Document each process step buy
step

49. Pre-Arrival Stage
Click on reservation
Click on new reservation
Click on new
Fill the form
Click on ok

54. During stay stage
Click on front desk
In-house guest
Type the name of
the guest
Open the
reservation

57. In this stage consumption activities
take place
Click on front
desk
In-house
guest
Open the
reservation
Click on options

58. Share
Locator
Authorization
As per the
guest request

59. Click on billing
Cashier no and
password
Do the suitable
postings

75. Departure stage
Click on options
Billing
Cashier no and password
Settlement
Interim bill to collect the money of the
facilities given to the guest
Then early departure to collect the room
rate and tax
Click on close

85. Post departure stage
If the customer wish to extend the
stay
Click on options
Reinstate
Ok

87. MERIT QUESTION
1. 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.
Reservation

88. FFIT
• Accept a reservation for a foreigner a
individual guest.
• Enter the returner charges for
Rs.15,000.
• Check in the guest.
• Accept the trace for an extra blanket &
pillow.
• Put a maintenance order-bulb fused.

89. • Post five bills
Room traffic
Tax
Laundry
Bar
Juice
• Create a general polio
• Check in the bill & Check out the
guest

90. Flow Chat of FFIT Guest

91. • Language- English
Fill • Title- Mr./ Ms /Mrs.
• Contact number- 08019829060
Fill • Country- USA
Fill • Guest Status- Normal
• Profile
Select • New
• Address- Rishi, 1111-A Nowhere Lane Outta
Fill Sight, State 90096
• Postal code- 90096
Fill • State- Califonia
• Nationality- USA
Fill • Date of Birth- 23-11-1985

92. • Salutation- Dear
Fill • Privacy- yes/ no
• Features
Fill • Mailing
• Interest
Fill
• Save
Select • Close

93. Process for the Billing
• Cashiering
Select • Billing
• Cashier Number
Login • Password
• Guest
Select • Check-Out
• Posting
Select • Room Charge
• Ok
Select

94. Fill
• Enter the price
Select
• Post
• You are posting 25,000. are you sure ?
Click on option
• Yes
• Departure
Select
• Tax
Select
• ok
Fill
• Enter the Price
Select
• Post

95. • Cashiering
Select • Billing
• Cashier Number
Login • Password
• Guest
Select • Check-Out
• Posting
Select • Room Charge
• Ok
Select

96. Fill
• Enter the price
Select
• Post
• You are posting 25,000. are you sure ?
Click on option
• Yes
• Departure
Select
• Break Fast
Select
• ok
Fill
• Enter the Price
Select
• Post

97. • Cashiering
Select • Billing
• Cashier Number
Login • Password
• Guest
Select • Check-Out
• Posting
Select • Room Charge
• Ok
Select

98. Fill
• Enter the price
Select
• Post
• You are posting 25,000. are you sure ?
Click on option
• Yes
• Departure
Select
• Bar
Select
• ok
Fill
• Enter the Price
Select
• Post

99. • Cashiering
Select • Billing
• Cashier Number
Login • Password
• Guest
Select • Check-Out
• Posting
Select • Room Charge
• Ok
Select

100. Fill
• Enter the price
Select
• Post
• You are posting 25,000. are you sure ?
Click on option
• Yes
• Departure
Select
• Café Shop
Select
• ok
Fill
• Enter the Price
Select
• Post

101. DISTINCTION QUESTION
• You have prepared a layout of a
stranded room as per the current
scenario of the hotel industry. After
analyzing the guest supplies,
amenities, décor, and cleaning
standards, design a standard room
for future.
• Justify as to how the hotel with
updated room facilities can create a

102. LAYOUT OF A DOUBLE BED ROOM
Double Room:
• A room with one double bed
meant for two people.
• It has two bed side tables on Both

103. Layout of a Twin room
TWIN ROOM:
• A room with two single beds
meant for two people.
• It has only one bed side table

104. Layout of a single bed
• A room meant for single
occupancy having one single bed
having a bed side table.
• It is a standard room having a
dressing cum writing table.

105. The Hotel that providing supplies and amenities to guests
• Buy office and guest amenity products that
contain recycled material.
• Buy organic, fair trade, cruelty-free guest
amenity products whenever possible.
• Use nontoxic or least toxic cleaners,
sanitizers, paints, pesticides, etc.
• Provide your guests with bicycles, walking
maps, and information on public
transportation.
• Provide reusable items such as cloth napkins,

106. Guest Room Supplies
and Amenities Postcards
Ashtrays (Smoking rooms)
Pens
Waste baskets
Pillow Laundry bags
Telephone directories
Pillow cases Stationary folders Utility bags
Sheets Packets of coffee/tea and
Ironing board and iron
Blankets sugar
Television program guide
Water bottles Bibles Powdered creamer
Radio DND sign Stir sticks
Glasses Table tent card Chocolates or mints
Coffee or tea Fire exit plan
maker Wash cloths
Trays Stationary Hand towels

107. Bath mats Bath soap or shower gel
Shower curtain and liners Shampoo
Toilet tissue Moisturizer
Facial tissue Shower cap
Sanitary bags Shoe shine kit
Toilet seat band Shoe horn
Hair dryer Sewing kit
Makeup mirror Bubble bath
Bathrobe Hair conditioner
Disposable slippers After shave
Scale Razor
Facial soap Amenities container

108. Design a standard room for future

109. Facilities of standard room in a hotel
 Wardrobe
 Language rack
 Television stand and mini bar
 Bed
 Bedside table
 Chairs
 Small table
 Bathroom and WC area
 Writing table

110. Bibliography
• www.google.co.in
• www.ehow.com
• www.ask.com

111. Thank
You