Hi.... 7 Hotel Management – Hospitality and Reservations

1. Hotel Management Hospitality and Reservations

2. Title Learner - PalatilRaghavendra Trainer - Mr. Sunny Batch Code - H1 Place - FIATSecunderabad Year – 2010-2011 Course Title -ICM Diplomain aviation, hospitality and travel management Unit7 - Hotel management-hospitality and reservations

3. Acknowledgement I am very grateful for the strong support and guidance provided to me by my Hospitality trainer Mr. Sunny I am very thankful tomy friends they also guide me to complete my presentation. Thank you all

4. Content’s Title Acknowledgment Introduction of hospitality Industry P1a(P) P1b(P) P2(P) P3a(P) P3b(P) P4a(P) P4b(P) Bibliography Conclusion.

5. Introduction of hospitality Industry The hospitality industry is a part of larger enterprise know as travel and tourism industry. Hotel is defined by British law as a place where a bonafide guest receives food and shelter, provided he is in a position to pay for it and is in a receivable condition

6. Select two renowned chain of hotels (one domestic & one International) and trace its history right from the time of its inception. Task (p1a)

7. Taj hotels Taj Hotels Resorts and Palaces and is recognised as one of Asia's largest and finest hotel company. Incorporated by the founder of the Tata Group, Mr. JamshetjiN. Tata

8. The TajMahal Palace Hotel, Bombay in 1903. The Taj, a symbol of Indian hospitality, completed its centenary year in 2003. Taj Hotels Resorts and Palaces comprises 66 hotels in 42 locations across India with an additional 16 international hotels in the Maldives, Malaysia, Australia, UK, USA, Bhutan, Sri Lanka, Africa and the Middle East.

11. Mr. Raymond Bickson (CEO of Taj group of hotels) Raymond Bickson’s experience in hospitality spans thirty years and four continents. In January 2003, Mr. Bickson moved to India and joined the Board as Executive Director & Chief Operating Officer of Taj Luxury Hotels. Overseeing the operations of all luxury properties and playing a key role in the global expansion and development of future hotels.

12. Marriott Hotels Marriott International is a world class luxury hotel chain. Found in major cities as well as exclusive vacation destinations world-wide. 521 Marriott Hotels & Resorts locations worldwide; 343 US, 178 international.

13. Flagship brand of quality-tier, full - Service hotels & resorts. Provides consistent, dependable, and genuinely caring experiences to guests on their terms. The company is now led by son J.W. (Bill) Marriott, Jr. Today, Marriott International has about 3,150 lodging properties located in the United States and 67 other countries and territories.

16. Mr. Bill marriott (CEO of marritott Hotels) Marriott is an international lodging leader, with more than 3,500 properties and the broadest portfolio of brands in the industry. In the 80 years since our inception and the 50 years since opening our first hotel. Every owner and franchisee has a dedicated account manager, so you have a single point of contact and an advocate within Marriott.

17. Analyse the different facilities offered by different categories (luxury, semi-luxury and budget) of hotels in India. Give presentation to highlight the USP of each category. Task(P1b)

18. Different facilities offered by different categories of hotel Luxury (ITC Kakatiya) Semi-luxury (Fortune) Budget (Time Square)

19. Luxury (ITC Kakatiya) 24-hour front desk Arcade/game room ATM/banking Baby sitting or child care Business center Concierge Mini bar Business center Health club

20. Travel counter Swimming pool Currency exchange Fitness equipment Laundry facilities Parking(secure) Room service(24 hours) Safe deposit box-front desk

21. Semi-luxury (Fortune) Travel Desk 24hrs Doctor on Call Airport Transfers Valet Service to 24 hrs Currency exchange room tea/coffee maker Electronic safe Mini bar High speed wi-fi

22. Hair dryer Direct dial STD/ISD choice of fruits Iron & ironing board Business centre Health club Split level swimming pool

23. Budget (Time Square) 24-hr checkout Doctor on call Direct Dial Digital Safe Travel Desk WiFiEnabled Currency Exchange Laptop on request Laundry Facility Coffee Maker LCD Mood Lighting

24. USP of each category

25. Task(P2) 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.

26. SERVICES PROVIDED TO FFIT (FOREIGN FEER INDIVIDUAL TRAVELER) Guest cycle

27. CASE STUDY: Guest Name : Mr. Anil Kumer Place : Delhi Hotel : Park hotel Purpose of visit : Business Number of pax: Single Arrival date : 27-2-2011 Time : 9.30am Number of nights stay : 3

28. Reservations Hotel reservation clerks are responsible for booking rooms for hotel guests and checking in guests on arrival. Advance booking is also taken in the reservation department.

29. Reception Allocating rooms to guests Taking and passing on messages Preparing bills, taking payment, and handling foreign exchange Helping guests with special requests - such as storing valuables in the hotel safe or luggage area, ordering taxis or booking theatre tickets.

30. Bell Desk Who helps guest with their luggage while checking in or out. The bellboy may ensure that all amenities, such as the television or telephone, are operating properly. They interact with guests and are important in maintaining positive guest relations.

31. Front Office Cashier To post all guest charges such as long distance telephone, laundry, restaurant to the guest folios as soon as they are received. .To encash foreign currency for guests in accordance with relevant rules and regulations. .To control the guest's safety deposit boxes at all times.

32. Telephone Department: Enable and disable of STD and ISD, calls done by the telephone department. Tarvel Desk: They help to book flight, Rail and bus ticket. And also provide cab facility.

33. Business Center: He can take photo copies, prints outs. And also he can receive fax in Hotel. Information Desk: They give the information about the place of interest of guest . They also received guest courier, letters, phone calls.

34. Task (P3a) With the help of an organisational chart explain the functions of the sub departments in the housekeeping department. & also explain the importance of this department in terms of revenue contribution to the hotel.

35. Sub departments in housekeeping

36. Housekeeping control desk: The housekeeping desk is the nerve centre of the entire department and its efficiency determines the smooth operation and effectiveness of housekeeping. It is the focal point for the dissemination of information and communication to various points in the Housekeeping Departmen.

37. Laundry Housekeepers use a laundry chute to get the dirty linen from the upstairs down to the laundry area. In case any damage or missing ten times the laundry charge is given back to the guest.

38. Horticulture Art of gardening and of cultivating fruits, vegetables, flowers, and ornamental plants. They are used in banquets, guest rooms, restaurants, lobby offices, buffet functions, etc.

39. Lenin room A Linen Supply Agent keeps the location Housekeeping Department supplied with clean linens and supplies for our guest facilities. Housekeeping Linen Supply Agent wear uniforms provided by the company. Employees must provide leather, close-toed shoes.

40. Importance of housekeeping department in terms of revenue contribution They offer laundry, dry leaning facilities for guest clothes, shoe polishing facilities also. The standard plays an important role in the reputation of the hotels. One feels comfortable only in the environment which is clean and well ordered, so cleanliness is important for health foremost also for well being. House keeping is very important department in the hotel it is consider as the back bone of the hotel.

41. TASK(P3b) With the help of presentation analyse the range of services provided by the housekeeping department at each stage of guest cycle for the type of guest (DFIT, FFIT, CVGR & CIP) specified by your trainer using appropriate terms. Prepare a layout of a standard room of hotel exhibiting the basic amenities provided.

42. Services provided by the housekeeping department to guest. House keeping department collects the laundry from the guest. Call the front desk to let them know the laundry is ready to be picked up. They takes the signature from the guest on laundry bill.

43. Valet service: They helps the guest to park their vehicle in the parking area and also brings the vehicle back. Water service: House keeping also provides water service to the guest in 24 hours on his request.

44. Room cleaning House keeping staff cleans the room daily If the guest is not present they call the reception collects the key and cleans the room.

45. Standard Room Amenities Make-up/Shaving Mirror The Heavenly Bed Coffee and Tea Maker Refrigerator Cable Channels Refreshment Center In-Room Movies Rainforest Shower Iron/Ironing Board

46. Hairdryer Separate Bath and Shower Stall Handicap Accessible Room Wireless High Speed Internet Access in All Guest Rooms (Charge) High Speed Internet Access in All Guest Rooms (Charge)

47. Standard room layout:

48. Bibliography www.google.com www.indiahotels.com www.tajhotels.com www.marriot.com

49. Conclusion It appears that despite extensive investment in IS, hotels use IS primarily for the purpose of automating operational functions. There is evidence of the use of IS to support revenue maximisation objectives (through yield management). There is significantly less IS support for customer satisfaction objectives.