Acknowledgement I take this humble opportunity to thank our Hospitality trainer Mr. Sunny for the great support he has given through his training sessions. He taught us the highs and lows of the hospitality industry and making us tackle any situation in our future life. And also helped us a lot in doing this presentation 3
Domestic Chain of Hotels. 4 THE LEELA GROUP OF HOTELS
The leela kempinski, Mumbai and the leela kempinski goa are two of the best hotels in India, and have also won considerable international acclaim. For this to have been achieved in 12 short years is nothing short of remarkable.
In fact, the leela kempinski, Mumbai has received many rewards for being the best 5 star deluxe hotel in India, and the leela kempinski goa voted the best luxury beach resort in India.
The leela palace kempinski, Bangalore is built in art deco style recreating the grandeur of the Mysore maharajas palace. It is set amidst 8 acres of landscaped garden and waterfalls. It is a palace with the heart of a modern hotel. Its 254 rooms are opulently furnished and are befitting royalty.
Fundamental to our business is the all pervasive Indian tradition of hospitality. Secondly, we honor the cultural heritage of India. Lastly, we operate on the basis of world class technology, backed up fully by the commitment of the staff.
Evoking the architectural glory of Mysore, the leela palace kempinski, Bangalore stands majestically amongst acres of lush green gardens.
Here you will find the most spacious and elegantly styled guest rooms in the country.
Warm, impeccably trained staff will anticipate and attend to your every need.
The leela palace kempinski, Bangalore offers an experience of true world-class luxury.
The leela palace kempinski, Bangalore nestled amidst seven acres of lush gardens and a sparkling lagoon in the garden city of Bangalore.
Built in an art-deco form drawing inspiration from the architectural style of the royal palace of Mysore and the palaces of the vijayanagar empire, its copper domes, arches and ornate ceilings reflect the grandeur of palaces of a bygone era.
The leela goa is a sumptuous mix of ancient Indian summer palace and Portuguese-style villa retreat.
This top goa luxury resort and spa is set on landscaped gardens, with the 152 rooms, suites and villas - from standard pavilions and lagoon suites to deluxe suites and indulgent royal pool villas, all with scenic views of the Arabian sea and neighboring golf course.
The "cherry" in this ensemble is the opulent 418sq m presidential villa.
The leela kempinski kovalam beach, Kerala is definitely one of the most stunning luxury resorts in Kerala.
But it is also has an equally beautiful alter-ego - of one of the best business hotels in Kerala.
One of the few places where you can retreat to do some serious business, the leela kempinski kovalam beach, Kerala has a convention centre that can host about to a thousand delegates, making it the largest beach-side business venue in all of south India.
Other venues can handle groups of between 30 and 100 people.
Some pictures of the leela hotel in kovalam 21
In the agreement signed by the heads of each group, reto wittwer, president & ceo of kempinski, and captain C.P Krishnan Nair, the honorable chairman of the leela palaces and resorts it is mentioned that in addition to the leela kempinski hotels in Mumbai, Bangalore and kovalam, a further five hotels in new Delhi, Gurgaon, Udaipur, Chennai, Hyderabad and Pune will be constructed in the next four years.
The first of the new hotels under this agreement has already opened in 2005 and will be rechristened as the leela kempinski kovalam beach resort.
Strategically located just across the Delhi border, the leela kempinski gurgaon, Delhi (N.C.R.) And the leela residences have the unique feature of a 1 km. Long luxury shopping mall located on the national highway no. 8 leading to gurgaon city.
Personalized butler service, an exclusive business club, choice of restaurants and plush board rooms truly makes it the preferred address for all business travelers.
Over 21,000 sq.Ft. Of convention spaces, 322 oversized guest rooms and suites, coupled with a business club, heated pool, fitness facilities, SPA and an adjoining premium shopping mall, all under one roof, makes it a preferred international meetings and conference destination.
Just 3.5 kms away from the koregaon airport and in close proximity to the pune golf course, the leela, kempinski pune is being designed as an urban resort with a laid-back feel.
Set in four acres, the architecture of this 11 storeyed high-rise building will reflect the grandeur of the Maratha reign.
The it park will be a 10 storeyed structure with architecture to match the silicon valleys of the world.
Taking luxury to the highest level of comfort the hotel will have an array of specialty restaurants and lounges, a state-of-the-art spa of about 16,000 sq. Ft. That will cater to both the growing social as well as meetings and conferences market.
With more than 4,000 hotels worldwide, covering all segments from economy to upper upscale, Accor hospitality, the Accor's hotel offering, offers hotel services tailored to each customer’s needs.
Accor has long positioned itself in 40 countries around the world as a provider of innovative services to meet growing demand for solutions that enable companies and public institutions to improve productivity, while responding to the legitimate aspirations of their employees and for a better quality of life.
Accor hospitality Budget brands : Motel 6 : 910 hotels in USA and Canada. Studio 6 : 46 hotels in USA and Canada. Formula 1: 371 hotels in 14 countries. Rebranded and redesigned as F1 hotels in France. Etap : 369 hotels in 11 countries. Etap hotel is implanted in Europe: Germany, Austria, Belgium, Spain, France, great Britain, Hungary, Luxembourg, Netherlands, Poland and Switzerland. Accor sold red roof inns in April 2007. Accor global locations Economy brands : Ibis : 2 stars hotels. 769 hotels in 36 countries. : 2-3 stars hotels. 35 hotels. The first all seasons hotel opened in France in mid-September 2007. All seasons has already 20 hotels in Australia. Midscale brands : Suite hotel : 3 stars suites in Europe. 21 hotels in 4 countries. 35
Mercure hotels : 3 and 4 star hotels. 756 hotels in 49 countries (3rd hotels network in Europe). Adagio : 21 apartment hotels in 4 countries. Upscale brands : Novotel hotels : 4 stars hotels in 61 countries (387 hotels). : New boutique hotels with 3 hotels (4 stars) that are remarkable in their personality. They are categorized according to four themes: vision, design, history and panorama. Some were sofitel hotels. : New brand relaunched in 2007. 5 stars dedicated to travelers, it has 11 hotels. Luxury brand : Sofitel hotels and resorts, including the new boutique-hotels so by sofitel and top luxury sofitel legend. 172 hotels in 52 countries. 36
Famous hotels The grand in Amsterdam Old cataract in Aswan Old winter palace in Luxor Mercure hotel Seville Dorint hotel tower Pullman orient express Sofitel dalat palace in dalat Metro pole in Hanoi Grand mercure puka park resort Sofitel Wanda Chengdu Sofitel Wanda Beijing Sofitel Philippine plaza 37
384 hotels..69,272 rooms..58 countries. Modernity, innovation, inviting, fluidity and services, novotel hotels are designed to give customers a “natural living”. Novotel has a presence in city centers and in the main international business centers and at countless tourist destinations. Novotel is permanently strengthening its presence on the five continents: this sustained development has been illustrated in 2007 by the opening of novotel Istanbul marmara in turkey, Accor's first address in the principality of Monaco - novotel Monte Carlo - and a brand new novotel in the heart of Vienna, novotel Wien city. Pursuing its expansion, novotel will be opening in 2008 its first hotel in Saudi Arabia - novotel al anood Riyadh -, the novotel Beijing phoenix in china, prior to the 2008 Olympic games, and its very first hotel in Argentina - novotel Buenos Aires. 47
Sofitel, the luxury trademark of the Accor group, is established in 51 countries in Europe, Africa, the middle east, pacific Asia, and in north and south America.
Because no country or town is like another, sofitel has made each of its hotels throughout the world a unique address.
Associating the spirit of each place with standards of modernity, refinement, and absolute comfort, all combine in their own way with the inimitable French way of life.
Whether their setting is a great business metropolis like Paris, new York or Bangkok, or nestling in the landscape in Indonesia, Polynesia or brazil, each sofitel hotel offers travelers a genuine haven of peace.
So that each guest, for an overnight stay or longer, during a business trip or for a holiday, can enjoy the rich variety of these unique places in comfort and tranquility.
Ibis hotels offer excellent service and quality at the best possible prices: comfortable rooms with bathrooms, a 24-hour reception desk, a cozy bar area, snack service at any time day or night and usually a varied choice of restaurants.
Ibis hotels stand out in their category by their strong concentration in city centers and easy access. Assets:
Weekend rates valid for Friday, Saturday orSunday…make the most of ibis weekend rates to get away from it all in one of almost 800 ibis hotels in Europe, for a weekend escapade with the one you love or with friends, to see the sight or just to relax...
Warm, individual, human: each mercure hotel has its own personality.
Mercure ells forma family united around common values: the personality of each establishment, the quality of the attention reserved to all clients, its cultural reflection of the city and the region…
For both business and leisure travel, the mercure network can meet everyexpectation with prime locations in city centers, at the seaside or in the mountains, close to an airport…
Looking at technology, most mercure hotels in Europe are now equipped with wi fi wireless technology, available for clients in the lobby, meeting rooms and rooms through contracts signed with major operators.
In number of hotels in 2007, mercure was the 3rd largest network in Europe and 16th worldwide.
Gallery is a collection of remarkable hotels, each with its own distinctive personality and unrivalled heritage – plus a special something that ensures guests always enjoy an unforgettable stay. In line with the gallery spirit of providing a fulsome, authentic hotel experience unlike any other, members of the collection have retained their original names and express their own unique identity.
Their history, reflected in their heritage buildings, the famous people who stayed there or the important events they hosted.
Their outstanding location, in the historic center of a capital city, on a beachfront or opposite a snow-covered mountain.
Their extremely intricate and evocative interior and exterior design, signed by celebrated architects and decorators.
The Park Hotel Is Located In The Heart Of The Business, Shopping & Entertainment Centre Of The City. TransportationFromDistanceTimeByRajiv Gandhi International Airport 37 Kms 45 Mins CarNampally Railway Station 5 Kms 20 Mins CarSecunderabad Railway Station 10 Kms 30 Mins Car Accommodation270 rooms – which includes the presidential suite along with 9 signature suites, 4 panoramic suites, 6 trillion suites, 50 the residence rooms, 7 trillion studios, 5 trillion rooms, 40 lake view rooms, 47 deluxe rooms and 101 verandah rooms. Presidential suite category: five star deluxe boutique 66
Hotel Amenities Newspaper of choiceDoctor on call No smoking rooms Currency exchange24hrs car hire Travel servicesBaby sitting Free car parking valet services Confectionery shop. Voice mailInternational direct dial EmailWireless internet facilitiesSafe deposit lockers In-safes Minibar 42” lcd television In-room temperature control Hairdryers In- house laundry Fresh flowers Seasonal fruits 67
The Golconda hotel Hyderabad is an exclusive business chic hotel located at the foot of banjara hills and very near to the hitec city and other business centres. The Golconda hotel Hyderabad is an ideal hotel for both business and leisure traveller and is very close to the Hyderabad international airport. For those who want to travel to Hyderabad, the Golconda hotel is only moments away from the city’s main commercial, shopping and entertainment hubs. This Golconda is beautifully furnished in contemporary style with lavish use of glass, wood and steel, providing a distinctive level of luxury, comfort, impeccable service and value for money. Accommodationretreat to a space that is contemporary, comfortable, chic and life stylish. Luxurious accents and thoughtful room details were designed with the business and leisure traveller in mind. The discerning traveller will find each guest room warm, inviting, and hard to leave 73
In-Room Amenities and Services Mini bar » Travel DeskDoctor on call » Swimming PoolIn house Laundry » Novelty & Book shopTea/Coffee maker » Bottled drinking water24-hour In-room dining service » 32" flat panel TelevisionButler and Valet service on demand secretarial services Business Direct Dialling facilityFree Wireless Internet accessWellness Centre Gym, Steam roomIndividually controlled air-conditioning 74
THE PLATINUM, HyderabadSubtle shades of brown dominate the decor of this contemporary-style business hotel, which is located near to the MCH head office. Guests can stay in any of the 32 rooms and dine in the classy ambiance of the clove restaurant, which serve multi-cuisine fare. There is a well-equipped business centre at the lobby level and six banquet venues, including a lawn space, which can be used for conferences and private functions and which can cater 10 to 500 pax.HOTEL POLICY: The Platinum, Hyderabad Check-In Time: Any TimeCheck-Out Time: Any Time 80
Hotel AmenitiesBottled water in room(complimentary)Iron/ironing boardMinibarMulti-line phonePremium TV channelsTelevision-RoomTelephone-RoomH/C running waterToothbrush/Razor on requestTea Coffee MakerAttached Bathroom 81
Fine diningHotel The Platinum usp is authentic cuisine to suit different tastes. For freshness, variety, quality and value for money, our cuisine is unrivalled. At the platinum hotel is a multicuisine restaurant and you can enjoy a delightful gastronomic experience in veg and non veg food featuring south Indian, Tandoori, Chinese, etc. 82
Guest Cycle Reservation for FFIT STEP 1:The reservation request, which is received through any of the modes of reservation is noted down on a RR envelope after checking the wall charts or CRS chart for the availability status of rooms. The following details must be taken:- a) Name of the guest and accompanying persons. b) Designation, company name and address. c) Date of arrival. d) Date of departure. e) Mode of arrival and time. f) Room type and meal plans and packages if any. g) Mode of payment. h) Method of guarantee.i) Special instructions like A/P pick-up, preference of rooms, etc,. j) Name and contact no. of the caller. 86
STEP 2:The reservation is automatically updated in the room wall charts i.e. the density chart or advance letting chart and the room status boards.STEP 3:A confirmation voucher is issued against the reservation request and the reservation documents along with all correspondence is filed alphabetically and date-wise and retrieved only the evening prior to the date of arrival. 87
Free Foreign Individual Traveler (FFIT)On Arrival:Welcome Guest.Ascertain room requirement, cross check with the Movement list.Hand over the Guest Registration Card (GRC) along with an open pen to the guest. Assist the guest in filling up the GRC.Ensure that you have all the details on the GRC filled in properly. Pay special attention to the following:- a) Spellings of the Guest’s name. b) Complete postal address of the guest. c) Expected date and time of departure. d) Complete passport details of the foreigners. e) Details of “Certificate of Registration” from foreigners who have stayed in India for more than 90 days . f) Guest Signature.Introduce guest to the bell boy, having over key to the bell boy and wish your guest a pleasant stay. 88
Post Arrival:Sign the GRC.Make notification slip and update the Room Rack and Information Rack.Tick the guests name in the movement list and write down room no. allotted against guest’s name.Make entry in the arrival register.Open bill folio and note down billing instructions in full on to it.Update room position. For every FFIT, a separate C-Form is to be made.Pre Arrival:Take out all the documents pertaining to the Group and staple them together.Check Group room requirement from the voucher or confirmation letter and note any special rooming requirement.Ensure that keys of all the rooms are available at the reception. 89
Housekeeping department considered to be the backbone of a hotel
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 forms when he walks into a hotel is a reflection on the housekeeping department - how clean 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. 91
ORGANISATION CHART 5 STAR HOTELGeneral ManagerResidential ManagerExecutive / Front Office ManagerAssistant Housekeeping / Deputy Housekeeping 92
Linen RoomLinen is a textile made from the fibers of the flax plant, Linen usitatissimum. Linen is labor-intensive to manufacture, but when it is made into garments, it is valued for its exceptional coolness and freshness in hot weather.Laundry Service A room for doing the family wash a commercial laundering establishment clothes or linens that have been or are to Laundry is a noun that refers to the act of washing clothes and linens, the place where that washing is done, and/or that which needs to be, is being, or has been laundered. 93
Horticulture DepartmentHorticulturists work in plant propagation , crop production, plant breeding and genetic engineering , plant biochemistry , plant physic logical, and the storage, processing, and transportation of fruits, berries, nuts, vegetables, flowers, trees, shrubs, and turf. 94
During the guest stay the services provided by the housekeeping departmentCleaning of rooms on a daily bases 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 incase of request They provide evening serviceDry cleaning Frowning (laundry)
Fidelio Hotel Management SystemFidelio Hotel Management System is an integrated system.Benefits:It is an eco friendly as it reduces paper. Eliminates filling and storage cost.Hotels connected with this system will be seen by potential bookers around the world 24hours a day.Can offer negotiated rates that are only visible to corporate customers normal public rates will be available to everyone automatically.Offers connectivity to all Global Distribution Systems (GDS), with a private label service if required. 99
Micro Fidelio international wholly owned subsidiary by micro system head quartered at Munich, Beltsville Germany.
In the year 1977 it was over taken by micros USA named as Pico's manufacturing.
In the year 1978 fuel fledged version of micros Fidelio was released with version Opera 18.104.22.168 service pack head quartered at Columbia, Maryland-USA
It is an Oracle based system that serves as a tool to manage the booking sources as well as travel agents, company's and guest history profiles.
It is an international solution that empowers, organizations with a fully integrated, flexible E-business solution includes fully multi currency support.
MICROS (Modular Integrated Cash Registering Operating System) It is fully multi-dimensional analysis extending across all modules, delivers powerful management information to the whole organization. It is built around one central databases, information needs to be entered only once, and local hoteliers can easily obtain guest histories to determine accommodation preferences. This industry mainly deals with hospitality support system, computer hardware & software services. It is considered as most friendly user software for hospitality industry to view, generated & modify guest profiles. It is an opera version provides fast, adaptable why to extract data from hotel system i.e.7.13.1600.14 It has the ability to cope-up with the other interfaces such as inventory system, fax, modem, telephone, scanner, printer and other peripherals. Other products are MICROS 9700 hospitality management system and RES 4.0,AISFD & other Opera version's
Reservation can be delivered by Fax, E-mail and an interference is also provided so that the reservations detail sent from Fidelio do not have to be entered manually.The 2-way Interface will be able to update what rates and rooms customer wants available in this system automatically from Front Office. 103
conclusion I would like to conclude by saying that through this task I have learnt many things. This is because of the guidance of my beloved sir Mr. Sunny. Through his guidance and my hard work today I am able to present the task . 104