1. INDUSTRIAL TRAINING REPORT
Nomaan Shaikh
SY. BSC IN H & HA
NCHM ROLL NO - 123387
8th December 2014 To 3rd April 2015
At FOUR POINTS BY SHERATON, VASHI
IHM MUMBAI 2015 1

2. ACKNOWLEDGEMENT
The internship opportunity I had with Four Points by Sheraton, Vashi was a great
chance for learning and professional development. Therefore, I consider myself as a very
lucky individual as I was provided with an opportunity to be a part of it. I am also
grateful for having a chance to meet so many wonderful people and professionals who led
me though this internship period.
Bearing in mind previous I am using this opportunity to express my deepest
gratitude and special thanks to the LnD manager, Ms. Asmita Desai of Four Points, by
Sheraton - who in spite of being extraordinarily busy with her duties, took time out to
hear, guide and keep me on the correct path and allowing me to carry out my intent of
learning at their esteemed organisation.
It is my radiant sentiment to place on record my best regards, deepest sense of
gratitude to Mr. Pratap Singh, Front Office Manager, Mr.Vishwas Raut, Team Leader -
Concierge,
And Chef Gurung, Masterchef for their careful and precious guidance which were
extremely valuable for my study both theoretically and practically.
I perceive as this opportunity as a big milestone in my career development. I will
strive to use gained skills and knowledge in the best possible way, and I will continue to
work on their improvement, in order to attain desired career objectives.
IHM MUMBAI 2015 2

3. INDEX
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Serial Number Topic Page Number
1 Introduction (History) 4-5
2 Four Points by Sheraton 6-7
3 Four Points by Sheraton, Vashi 8-10
4 Front Office Introduction 12
5 Hotel Overview 13
6 Number & Type of rooms 14-16
7 Food & Beverage Outlets 17-19
8 Other Information 20
9 Goals & Vision 21
10 Sections of Front Office 22
11 Duties & Responsibilites 23-26
12 Interdepartmental Relation 27-28
13 Training Schedule 29
14 Procedures & Functions 30-32
15 Operational Learnings 33
16 Skills & Knowledge Gained 34
17 Concluding Note 35

4. INTRODUCTION
(History)
For more than 70 years Sheraton has enjoyed a history as vibrant and spirited as the
travellers we welcome. The world has changed, but one thing hasn't - travel is about bringing
people together.
1937
The origins of Sheraton date back to 1937 when the company's founders, Ernest Henderson
and Robert Moore, acquired their first hotel in Springfield, Massachusetts. Within two years, they
purchased three hotels in Boston and soon expanded their holdings to include properties from
Maine to Florida.
1947
Sheraton Corporation of America becomes the first hotel chain to be listed on the New York
Stock Exchange.
1949
With the purchase of two Canadian hotel chains Sheraton expands internationally and
grows rapidly around the world.
1961
The first Sheraton in the Middle East debuts with the opening of the Tel Aviv Sheraton in
Israel.
1965
Sheraton opens the doors to its 100th hotel - The Sheraton Boston.
1985
Sheraton achieves an important milestone becoming the first international hotel chain to
operate a hotel in the People's Republic of China.
1995
Sheraton Hotels and Resorts introduced a new, mid-scale hotel brand Four Points by
Sheraton Hotels, to replace the designation of certain hotels as Sheraton Inns. In 1998, Starwood
Hotels & Resorts Worldwide, Inc. acquired ITT Sheraton, outbidding Hilton. In 2000, Starwood re-
launched Four Points by Sheraton, now targeted as an upscale four star hotel chain for business
and leisure travellers.
IHM MUMBAI 2015 4

5. 1998
Starwood® Hotels & Resorts Worldwide, Inc. acquires Sheraton.
2006
The Link@SheratonSM experienced with Microsoft® debuts at five hotels around the world.
The Link@Sheraton is the connectivity hub of our lobby experience, allowing guests to work,
relax, socialise or grab a snack.
2011
Sheraton debuts exclusive retail home collection featuring signature items from each brand’s
guest-room designs.
2011
Starwood Hotels & Resorts incorporates guest ratings and reviews directly onto its hotel
websites, including Sheraton.com
2012
Sheraton Hotels & Resorts, in cooperation with Wine Spectator magazine, announces the
launch of its premium wine program, Sheraton Social Hour
2012
Grand Opening of the Sheraton Macao Hotel, the largest hotel in the Starwood portfolio and
the largest hotel to open worldwide in 2012.
2013
Sheraton Hotels & Resorts opens its 100th hotel in Asia Pacific with the opening of Sheraton
Shantou Hotel in China.
2015
Sheraton boasts a portfolio of more than 435 hotels in 70 countries, including a stellar
portfolio of more than 70 resorts in stunning destinations worldwide.
IHM MUMBAI 2015 5

6. Four Points By Sheraton
Always a great stay.
In over 30 countries, Starwood's third-largest brand delights the self-sufficient
traveler with honest, uncomplicated comfort complete with simple pleasures that matter
most: complimentary internet, free water, the Four Points by Sheraton Four Comfort Bed,
a hearty breakfast, hot & fresh coffee, and great beer with Best BrewsSM, all at a terrific
value. Four Points by Sheraton is a standout in the vital limited service category,
delivering well-deserved RevPAR premiums and satisfaction scores to owners.
Available in both franchise and managed models, Four Points by Sheraton has the
second-largest pipeline of Starwood and will open its 200th property in 2014. The Four
Points by Sheraton brand is poised for rapid growth with its portfolio expanding by
nearly 40% in the next five years. While new-builds are common, conversions represent
the major sector of current expansion and offer a cost-effective way to re-position your
property for long-term success.
“Four Points by Sheraton is redefining the traditional hotel
experience in a fresh, casual way that’s fueling guest and
owner demand globally. The brand’s phenomenal growth
and strong pipeline has resulted in the most hotel signings
of any of our brands over the last two years.”
Frits Van Paasschen
CEO, Starwood Hotels &
Resorts Worldwide, Inc.
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7. IHM MUMBAI 2015 7
ALL AROUND
THE WORLD
With 200+ hotels all around the world, from Santiago to
Shanghai and Milan to Milwaukee, our hotels are located in
big urban centers, by the airport, on the beach and in the
suburbs. We’re growing fast, with incredible development
opportunities for new builds and conversions driving our
ever-increasing global portfolio.
CURRENT
HOTELS
FUTURE
OPENINGS
8
With more than 200 hotels around the world,
Four Points by Sheraton is located in big urban
centres, by the airport, on the beach and in the
suburbs. The brand is growing fast and contributing
to the ever-increasing global portfolio.
ALL AROUND
THE WORLD

8. FOUR POINTS BY SHERATON, VASHI
Located in the corporate hub of Navi Mumbai, The Four Points by Sheraton features modern rooms
with free Wi-Fi, an outdoor swimming pool and a spa. It also has a 24-hour coffee shop serving street food.
Vashi Railway Station is situated 500 metres away.
Air-conditioned rooms come with carpeted or tiled flooring. They are fitted with a flat-screen TV with
satellite channels, a minibar and tea/coffee maker. The en suite bathroom comes with a shower, free toiletries
and a hairdryer.
Guests can enjoy a relaxing treatment at the spa or workout at the fitness centre. Day trip
arrangements can be made at the travel desk. Other guest facilities include a business centre, a 24-hour front
desk and free private parking.
Pan-Asian cuisine is served at Asian Kitchen, while barbecued specialities are offered at Sky Grill.
Cocktails, beer and international wines are available at Tipplers Lounge.
Location
This family-friendly Navi Mumbai hotel is located in the business district, 0.3 mi (0.4 km)
from Inorbit Mall, and within 6 mi (10 km) of Kharghar Hills and DY Patil Stadium. Dhirubhai
Ambani Life Science Centre and Utsav Chowk are also within 9 mi (15 km).
It is 20 km to Belapur Fort and Lokmanya Tilak Terminus Railway Station, while Karnala
Fort is 34 km from Four Points by Sheraton Navi Mumbai. Lonavala is 60 km away. Mumbai
International Airport is 32 km away.
IHM MUMBAI 2015 8

9. Hotel Features
Along with 4 restaurants, this hotel has a full-service spa and a 24-hour fitness centre. Free
WiFi in public areas and free valet parking are also provided. Additionally, a bar/lounge, a coffee
shop/café, and a 24-hour business centre are onsite.
IHM MUMBAI 2015 9

10. Room Amenities
All 150 soundproofed rooms provide free WiFi, free wired Internet, and Select Comfort
beds. Conveniences include refrigerators and coffee makers, and guests will appreciate thoughtful
touches like bathrobes and slippers.
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11. FRONT
OFFICE
IHM MUMBAI 2015 11

12. INTRODUCTION
Hotel Front Offices The Front Office Department comprise of the Reception, Guest
Service Offices, Bell Services, Reservation, Operators, Executive Club, Health and
Recreation Centre and Business Centre. The purpose of the Front Office Department is to
provide guests assistance with luggage, transportation, information concerning the hotel
and the city, and any other service arrangements needed during their stay.
Employees of the Front Office Department often provide the first and last
impression of the hotel to our guests. It is therefore vitally important that employees
display a prompt and courteous attitude to all guests and demonstrate the excellence in
service.
Importance and Key Expectations of Front Office Department
• Hospitality, warm welcome
• Often provide first and last impression.
• Often have longest contact with guest.
• Continuity: Long term service, recognition of repeat guests,
remember names, guest histories.
• Acquaint guest with hotel.
• Sell hotel food and beverage outlets.
• Upsell: Suggest deluxe and suites.
• Smoother over disgruntled guests.
IHM MUMBAI 2015 12

13. HOTEL OVERVIEW
IHM MUMBAI 2015 13
LOBBY%LEVEL%%%%%%%%%%%%%%%%%%FIRST%FLOOR%SECOND%FLOOR%%%%%%%%%%%%%%%%%%%%%%%%%%THIRD%FLOOR%
WRAPPED
43%COVERS%%
KAMAL%SALOON%BOARD%ROOM%
ASIAN%KITCHEN
88%COVERS%
TRIPPLERS%
40%COVERS%
BANQUETS%ARISTO%SPA
MICKEY%MEHTAS%
FITNESS%CENTER%
SWIMMING%POOL%
SKY%GRILL
35%COVERS%
24%HOURS%COFEE%SHOP10.00%AM%TO%7.00%PM
24%HRS.%
Can%be%open%by%D.M%
after%9:00%pm
6.30%AM%TO%10.30%AM%
(%BREAKFAST%)
3.00%PM%TO%11.30%PM%UNISON%109.00%AM%TO%10.00%PM%
24%Hours(%Inhouse%guest)
6.00%AM%TO%12.00%
MIDNIGHT
6:30%A.M%to%8.00%P.M7.30%PM%TO%11.30%PM%
MULTI%CUISINE%TUESDAY%CLOSED%
COMMUNICATION%
CENTER%
12.30%PM%TO%3.30%PM%
(LUNCH%)
LOUNGE%&%BAR%UNISON%2BARBEQUE%
Late%Night%Buffet%
from%11:00%P.M%to%4:00%
A.M.Friday%&Saturday.
1%%2%%3%%4
7.30%PM%TO%11.30%PM%
(DINNER)
4.00%P.M%to%6.00%P:M
Happy%Hour%Flat%20%%
Discount
UNISON%3CLOSED%due%to%monsoon.
NonYalcholic%buffetY625%AI.%
(Pan%Asian)
ORIENTAL%CUISINE%
2+1%Free7
Wine,Vodka,
whiskey%
%Rum%
CAPACITY%%%500Y1000%%
PAX%
Alcholic%buffetY1200AI.%
Sea%Food%Market
Friday,%Saturday%
and%Sunday%for%Dinner%
Buy%any%30%ml%%from
%above%and%get%
one%30%ml%free%
*on%selected%Brands
17th%FLOOR%
EXECUTIVE%LOUNGE%SPG%FLOOR%:Y%%%12th%FLOOR%%AND%%18th%FLOOR%
Breakfast%
7.00%A.M%to%10:30SMOKING%FLOOR%:Y%11th%FLOOR%AND%20th%FLOOR%%%
HAPPY%HOURS%
6.30%PM%TO%8.00%PM%
Hot%Beverages%Complimentary%
for%club%and%suit%rooms%
Free%cocktail%session%
only%on%selected%Beverages%
TYPES%OF%ROOMS%
COMFORT%KING%
(CMK)
COMFORT%
HANDICAPPED%
(CMH)%%
COMFORT%TWIN%%%%%%%%%%%%
(CMT)
COMFORT%%%%CLUB%
KING%
%%(CCK)
COMFORT%%%%%CLUB%
TWIN%%%%%%%%%%%%%(CCT)
COMFORT%SUIT%
(CMS)
COMFORT%
PREMIERE%KING%
(CPK)
60124249248

14. NUMBER & TYPE OF ROOMS
Four Points by Sheraton, Vashi has 150 rooms. the rooms are divided as
• CPK - Comfort Premier King
• CCK - Comfort Club King
• CT - Comfort Twin
• CPS - Comfort Premier Suite
• CMH - Comfort Handicap
• CMK - Comfort King
10-15 Floors 18 Rooms on each
floor
90 Rooms in total Includes all rooms
except club and
premier suite
category.
16-18 Floors 16 Rooms on each
floor
32 Rooms in total Includes club
category rooms but
not premier suite
category.
18-20 Floors 14 Rooms on each
floor
28 Rooms in total Includes premier
suite and club
rooms.
IHM MUMBAI 2015 14
COMFORT KING ROOMS

15. IHM MUMBAI 2015 15
COMFORT PREMIER KING ROOMS

16. IHM MUMBAI 2015 16

17. F&B Outlets
Tipplers Lounge
Unwind after a busy day at Tipplers Lounge, which features a quiet atmosphere and a
place for relaxation. Try a beer from our Best Brews™, or a drink from our wide range of
liquors and international wines.
Cuisine: Bar Menu
Parking: Parking is available
Hours: 3:00 PM - 11:30 PM
Covers: 42
The Best Brew is a Signature
Programme.
IHM MUMBAI 2015 17
! ! ! ! FOUR%POINTS%BY%SHERATON%%
%%%%%%%% % % NAVI%MUMBAI! !
% % % % % % % % %
% % % %
Crisp%Refresher%
Mild%Flavours%perfect%for%
lighter%palates%
KINGFISHER!(PINT)!5%!
ABV!Premium!Lager!!
from!India!
@!150!
CARLSBERG!(PINT)!malt!
premium!beers!5%!ABV!
from!Denmark!made!in!
India!
@!225!
HEINEKEN!(PINT)!5.0%!
ABV!from!Holland!
@!300!
STELLA!ARTOIS!(PINT)!
5.2%!ABV!wheat!based!
lager!from!Belgium!
@!300!
!
!
!
Smooth%Thirst%
Quencher%
Balanced%Beers%with%fuller%
flavours%that%go%down%easy%
FOSTERS!Lager!5.0%!ABV!
from!Australia!made!in!
India!
@!150!
!
HOEGAARDEN!(PINT)!pale!
amber!white!beer!4.9%!
ABV!from!Belgium!
@!300!
!
BECKS!(PINT)!a!pale!lager!
5.0%!ABV!from!Germany!!
@!275!
PERONI!NASTRO!(PINT)!
pale!lager!5.1%!ABV!from!
Italy!@!300!
!
Light%Alcoholic%
Alternatives%for%those%
watching%their%intake%
TUBORG!(PINT)!5%!ABV!
Light!fruit!flavoured!from!
Denmark!made!in!India!
@!200!
BUDWEISER!(PINT)!4.2%!
ABV!light!lager!from!!
USA!@!225!
CORONA!(PINT)!pale!lager!
4.6%!ABV!from!!
Mexico!@!275!
AMSTEL!LIGHT!(PINT)!a!
low!calorie!beer!3.5!ABV!
from!Holland!@!250!
!
!
!
!
!
Bust%Pleasers%
Hearty%brews%with%serious%
flavour%
KINGFISHER!DRAUGHT!Fresh,!
light!5.0%!ABV!
Mug!@!115!&!Pitcher!@!525!
!
FOSTER’S!DRAUGHT!Fresh,!
lager!and!premium!ale!4.9%!
Mug!@!115!&!Pitcher!@!525!
!
LEFFE!(PINT)!From!Belgium!
Pale!Ale!Style!Beer!6.6%!ABV!
@!300!
TIGER!(PINT)!pale!lager!5.0%!
ABV!from!!
Singapore!@225!
!
!
This%is%your%beer%list%
Four!Points!by!Sheraton!
is!pleased!to!offer!a!
wide!selection!brews!
featuring!imports!and!
North!American!craft!
beers.!We!have!chosen!
those!beers!for!their!
unique!flavour,!
popularity!and!quality!
ingredients.!Something!
to!make!everyone!
happy.!
%
Can’t%Decide%
Try!our!sampler!of!
two!featured!
draught!beers.!
Mug!@!115!&!
Pitcher!@!500!only!
!
!
Please!drink!responsibly.!Be!safe.!Stay!with!us!
Taxes!as!applicable!

18. Sky Grill
Sky Grill specialises in authentic grills and barbecue specialties, plus tasty concoctions
of domestic and international liquors. Overlooking the skyline of Vashi and Palm Beach
Road, this restaurant is an ideal place for a family gathering.
Cuisine: Barbeque
Dress Code: Smart Casual - Casual
Hours: Friday - Sunday 7:00 PM -
11:00 PM (Closed Monday - Thursday)
Atmosphere: Al Fresco Dining
Setting: Poolside
Covers: 32
1500AI (Alcohol + food buffet)
1201AI (Food buffet)
Wrapped
Located on the Lobby level, our 24-hour coffee shop serves street food and is a great
place to meet for business or just relax with
friends.
Cuisine: Light Fare
Dress Code: Casual
Parking: Parking is available
Hours: 24 Hours
Covers: 46
851AI (Alcohol + food buffet) - midnight
649 (Food buffet) - midnight
IHM MUMBAI 2015 18

19. Asian Kitchen
Make your taste buds tingle at Asian Kitchen. Guests can experience the fun of an
interactive live kitchen and the difference that personalised and intuitive service can
make. We also offer a lavish multi-cuisine buffet during breakfast and lunch.
Cuisine: Pan-Asian, Indian
Dress Code: Smart Casual
Parking: Available
Hours: 7:00 AM - 11:30 PM
Atmosphere: Interactive Kitchen
Covers: 90
1200AI (food buffet + unlimited beer)
849AI (Food buffet)
1200AI (Sunday Lunch Buffet)
1501AI (Sunday Lunch Buffet + Unlimited
Beer)
Types of Banqueting - Wedding parties, get togethers, cocktail parties, formal
dinner parties, corporate meetings, company training sessions, interviews, etc.
Capacity:
IHM MUMBAI 2015 19

20. Other Services Provided (Information)
Check in: 2:00 PM Check out: 12:00 PM
BUSINESS SERVICES GUEST SERVICES
• Business Center
• Secretarial Service
• Get Rewarded
• Kamal's Salon
• Travel Services
• 24-Hour Concierge Service
• Laundry Service
• Disability Accessible Facilities
RECREATION & ENTERTAINMENT TRANSPORTATION
• Outdoor Pool
• 24-Hour Fitness Centre
• Club Lounge
• Aristo Spa
• Massage Treatments
• Valet Parking (Free)
• Airport Transportation (Charge)
• Car Rental Service
IHM MUMBAI 2015 20

21. Goals & Vision
BRAND VISION
To build long term loyalty and a competitive advantage in the consumers mind
and global marketplace by positioning Four Points as leader for providing
honest uncomplicated comfort.
ENGINEERING VISION
To provide a safe and comfortable environment for our guests and employees,
through the integration of innovative technology and astute asset management,
while conserving energy and minimising operation costs
FOOD AND BEVERAGE VISION
To design and operate consistent and profitable Food and Beverage facilities
that is recognised as the leader in their local market
HOTEL FINANCE VISION
To enhance the financial processes and systems that protects the owners’
assets and maximises profitability
HUMAN RESOURCES VISION
To be motivated team of multi-skilled individuals who embody Four Points’
culture, goals and values in the changing business environment.
ROOMS VISION
To provide exceptional guest service and a profitable state of the art rooms
product that meets current and future business and leisure travel needs.
IHM MUMBAI 2015 21

22. SECTIONS OF FRONT OFFICE
(At Four Points by Sheraton, Vashi)
IHM MUMBAI 2015 22

23. Duties And Responsibilities
FRONT OFFICE MANAGER (SECTIONAL MANAGER)
• Manage and monitor activities of all employees in the Front Office department
making sure they adhere the standards of excellence and to the guidelines set in
the employee handbook, hotel policies and procedures, coaching, training and
correcting where needed.
• Maintain a professional and high quality service oriented environment at all times.
• Act as manager on duty for the hotel, dealing with complaints, problem solving,
disturbances, special requests and any other issues that may arise.
• Inform all Front Office staff of daily activities, group and VIP arrivals as well as
special requests and repeat guests. Check accommodations, making sure any
special requests are carried out accordingly, greet guests upon arrival and ensure
escort to accommodations if appropriate.
• Undertake full responsibility for Scheduling and Payroll of the department.
• Undertake full responsibility for managing operating expenses and purchasing for
the department
• Set Front Office Budget, monitor Profit & Loss and cash handling throughout the
year. Supervise
• Upsell program at the Front Office and work as part of the Yield Management
team to try and maximise revenue for the hotel.
• Work closely with the Housekeeping Department to improve guest services and
foster cross departmental communication.
• Coordinate daily activities with hotel management team on a daily basis.
• Hold monthly department meetings keeping staff informed of all activities in the
hotel,
• reinforcing Standards of Excellence and promoting a strong team atmosphere
and culture.
• Be aware and able to enforce all fire-life-safety procedures. Remain current in all
updates with regards to new procedures and training. Ensure staff is fully trained
in emergency procedures.
This position is a member of the hotel’s emergency response team.
IHM MUMBAI 2015 23

24. TEAM LEADER - CONCIERGE (SUPERVISOR)
Serves as the guest's liaison for both hotel and non-hotel services. Functions are an
extension of front desk agent duties. Assists the guest- regardless of whether inquiries
concern in-hotel or off-premises attractions, facilities, services, or activities. Knows how to
provide concise and accurate directions. Makes reservations and obtains tickets for flights,
the theatre, or special events.
Organises special functions such as VIP cocktail receptions. Arranges for secretarial
services. Good through knowledge of property management software (PMS) or hotel
reservation software.
• Communication Responsibilities: Communicating with the customer is often
the first responsibility of the concierge. This includes speaking to them over the
phone and in person. The concierge is the go to person for any of the customer’s
needs and questions. Good communication skills are vitally important.
• Educate the Guest: The concierge also provides all the information that guests
needs to enjoy their stay. This may include providing information on the facilities
available and the services able to be booked. It may also include providing
information on travel routes, available tours, schedules for outings and
transportation availability.
• Gather Information: Often, the concierge has a wide range of pamphlets and
brochures available for guests. The concierge will hand these out as needed. The
concierge may make recommendations about activities that suit the guest. They
will need to have a full understanding of the events to educate the guest. In
addition, concierges often have maps to provide guests with travel information.
They need to be familiar with the surrounding area, as guests will often ask for
recommendations and directions.
• Handle Bookings: The concierge may handle bookings for special shows for
guests. Concierges often help with obtaining tickets, setting appointments, and
making reservations for guests as needed.
IHM MUMBAI 2015 24

25. In practice, the major day to day job roles were -
• Handle the guest luggage, i.e.; transport the guest luggage from lobby to the
room at the time of check-in, and from the room to the vehicle at the time of
departure.
• Put the luggage tag at the time of guest arrival.
• Escort guest to their rooms and familiarise them with the use of in-house
telephone directory & functions of all the equipment & lighting installed in the
room.
• When collecting the luggage at the time of check-out, take a thorough look of the
room to check any loss or damage to the hotel property.
• Keep the record of the lift luggage rooms.
• Inform the front desk about the scanty baggage guest at the time of check-in.
• Perform errands/ sundry guest services like posting of guest mails, making
purchases from outside the hotel premises like flowers etc.
• Assist paging, process of locating the guest within the hotel premises.
• Distribution of newspapers to the guest rooms & all departments of the hotel.
• Deliver messages, mail & packages to the guest in their rooms.
IHM MUMBAI 2015 25

26. FRONT OFFICE OFFICIALS (OPERATIONAL STAFF)
• Greet the guest on their arrival.
• Politely confirm the details of guests with confirmed reservation.
• Complete the registration formalities of the guest with confirmed reservations.
• Check the availability of rooms in case of walk ins.
• Assign rooms & call the bell boy to escort guests to their rooms.
• Use up-selling techniques to sell expensive rooms & also to promote other hotel
services.
• Coordinate room status updates with the house keeping department.8.
• Notifying housekeeping of all check outs, late check outs, early check ins &
special requests.
• Process guest check out requests.
• Post all the credit charges to the guest folios (bills).
• Prepare guest bills and present the same for settlement at the time of guest’s
departure
• Update guests’ credit transactions regularly.
• Maintain & review guest weekly bills & check not to exceed credit limit.
• Obtain the house bank/ float (a fixed amount which comprises currency & coins
of different denomination to carry out the day’s work) & keep it balanced.
• Transfer guest balances to other accounts, as required.
• Handle V.P.O. (Visitor paid out).
• Settle guest accounts by accepting cash, credit card, travellers cheque, etc.
• Check the authenticity of currency received.
• Control safety lockers.
• Exchange foreign currency according to the daily exchange rate, in strict
accordance with the rules & regulation of RBI (Reserve Bank of India).
• Balance the cash, & close the shift.
IHM MUMBAI 2015 26

27. INTERDEPARTMENTAL RELATIONS
IHM MUMBAI 2015 27
Front office plays a crucial role in establishing and maintaining effective
communications with other departments. Total quality management techniques are
facilitated by improving interdepartmental communication
FRONT
OFFICE
HOUSEKEEPING
SECURITY
SALES AND
MARKETING
FOOD AND
BEVERAGE
• The front office is at the centre of this diagram to illustrate the many
interdepartmental lines of communication that exist. These lines are based on
the direction each department has been given to provide hospitality in the form
of clean rooms, properly operating equipment, safe environment, well-
prepared food and beverages.
• The front office staff interacts with all departments of the hotel, including marketing
and sales, housekeeping, food and beverage, banquet, controller, maintenance,
security, and human resources. These departments view the front office as a
communication liaison in providing guest services. Each of the departments has a
unique communication link with the front office staff.

28. Marketing and Sales Department:
The marketing and sales department relies on the front office to provide
data on guest histories, details concerning each guest’s visit.
Housekeeping Department:
Housekeeping and the front office communicate with each other about
housekeeping room status, the report on the availability of the rooms for
immediate guest occupancy. Housekeeping room status can be described
in the following communication terms:
• Available Clean, or Ready—room is ready to be occupied
• Occupied—guest or guests are already occupying a room
• Stay over—guest will not be checking out of a room on the current day
• Dirty or On-Change—guest has checked out of the room, but the
housekeeping staff has not released the room for occupancy.
Food & Beverage Department:
Communicating any promotional activities to be shared with in house
guests, transferring calls for in room dining service. Verifying postings by
collecting and tallying bills from all outlets (in case of in house guest)
Security:
Ensuring safety of guests and property, supervising gate pass procedure,
training on emergency situations, prevention in misuse of resources.
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29. TRAINING SCHEDULE
For Front Office,
16th February, 2014 to 3rd April, 2015
6 weeks and 5 days divided as:
8th December 2014 - 4th
January 2015
5th January 2015 - 31st
January 2015
1st February - 15th
February 2015
16th February 2015 - 3rd
April 2015
Asian Kitchen (FP) Housekeeping Learning &
Development
Front Office
2 Weeks 2 Weeks 2 Weeks Floating Week (5 Days)
Under Concierge
(Afternoon Shift)
Under Concierge
(Morning Shift)
Under Concierge
(Night Shift)
Under Front Office
Officials
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30. Procedures & Functions
(Performed at various shifts)
MORNING SHIFT
• Take handover of C-Forms from Night shift trainees; ensure presence of all
C-forms by verifying against generated report.
• Shutting house lights by 7am and putting music on.
• Informing guests on arrival of their company cars.
• Greeting guests and helping with generic hotel information.
• Carrying guests’ luggage and escorting them to rooms
• Providing GM with daily newspapers.
• Getting in store material.
• Using luggage tags in case of guest depositing them.
• Providing luggage from LLR on request and acceptance of luggage tags.
• Co-ordinating with FnB trainees (coffee shop) and providing soft drinks to
Guests during check-in
• Helping Front Office staff on request (making photocopies, refilling stationary
items, etc.)
• Handling any requests from guests (co-ordinating with Front Office Staff)
AFTERNOON SHIFT
• Take handover of C-Forms from Morning shift trainees; forwarding the same to
typist to fulfil data upload as per Government and organisational policies.
• Greeting guests and helping with generic hotel information.
• Carrying guests’ luggage and escorting them to rooms
• Using luggage tags in case of guest depositing them.
• Providing luggage from LLR on request and acceptance of luggage tags.
• Co-ordinating with FnB trainees (coffee shop) and providing soft drinks to
Guests during check-in.
• Making ‘Paging’ posters on request from Travel Desk officials.
• Helping Front Office staff on request (making photocopies, refilling stationary
items, etc.)
• Calculating and ordering newspaper for the following day’s requirement.
• Handling any requests from guests (co-ordinating with Front Office Staff)
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31. NIGHT SHIFT
• Take any handover from afternoon trainee.
• Carrying guests’ luggage and escorting them to rooms
• Using luggage tags in case of guest depositing them.
• Providing luggage from LLR on request and acceptance of luggage tags.
• Verifying postings by tallying checks against journal by transaction report.
(Checks from all FnB outlets + Room service + Laundry & Dry Cleaning) - This
goes till late in the morning as coffee shop’s closing is done late.
• Reg card to be tallied with Arrivals report and C-Forms against C-Form report.
• C-Form cropping to be done and pictures are to be saved on folder named as
per the date. (On local-server)
• Reg cards to be scanned and backed up on the local-server.
• Bucket all checks and Reg Cards against respective and relevant folios.
• Provide recycled paper for day’s audit.
• Take Guest INH (in house) by Room report to help newspaper distribution
process.
• Provide Pick-up and drop report to travel desk authority.
• Collect and distribute newspaper - Check preferences against Guest
Preferences Report.
• Lights off and music on by 7 am.
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LOBBY ATTENDANT CONTROL SHEET SAMPLE

32. IHM MUMBAI 2015 32
FOUR POINTS’ C-FORM SAMPLE

33. Operational Learnings
Though I was provided with a set of fixed responsibilities, the Duty Manager and
corresponding staff ensured that I learn as much as I can.
This enabled me to spend more time behind the reception desk and learn about
the day to day procedures of a Front Office executive.
I managed to assist each and every check-in after 2 weeks; from scanning photo
IDs onto ‘VICAS’ system to generating guest room keys - this helped to optimise
the officials’ work. Apart from this, I also actively ensured -
• Completing (filling) Reg Cards.
• Taking relevant C-Forms and Reg Card printouts
• Answering phone calls and forwarding the same while respecting hotel policy
regarding the same.
• Verifying settled checks (done via CC) by verifying against Journal by
Transaction Code report.
• Compiling daily competition reports.
• Auditing MICROS to close the business day.
• Taking guest messages, printing and delivering the same.
• Feeding in wake up calls on system.
The last day of my training will always be special to me as I got the opportunity to
completely ‘check-in’ an expected guest.
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34. SKILLS & KNOWLEDGE GAINED
• Learned to do a check-in
• Communication skills improved.
• Learnt using Opera system.
• Learnt carrying out daily Front Office tasks.
• The Guest Cycle
• Front Office Systems
• Front Office Documents
• The Front Desk
• Telecommunications
• Property Management Systems
• Learnt about the importance of empathy in Front Office operations.
• Became a ‘people’s person’
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35. CONCLUSION
It was an absolute worthwhile experience working at the Four Points hotel.
The friendly,welcoming staff and the space they have created for a trainee allowed
me with ample opportunities to learn and know myself as a worker.
This experience brought out my strength and also the areas I needed to improvise.
It added more confidence to my professional approach, built a stronger positive
attitude and taught me how to work efficiently in any team.
The primary objective of an internship is to gather a real life working experience
and put their theoretical knowledge in practice. I am grateful to the entire team of
the hotel for their unprecedented support to make my working experience truly
rewarding. Especially working in Front Office department made me realise my
competencies and level of understanding regarding the same subject.
As an intern, though I had a limited space to work, I still managed to grab plentiful
of experiences. I made the best of every opportunity I was given and made the
utmost use of my abilities and knowledge to fulfil all my responsibilities. I could
implement my academic skills into practice and my efforts were highly
acknowledged. There is however some gap between our theoretical knowledge
and real life practice, yet the managerial level staff members are quite open
towards upgrading current approach - this was extremely motivating.
Hence, I can sum up by saying that my internship experience was a milestone in
my academic and professional experience. I thoroughly enjoyed the challenges
that came along every single day. I could also bring some minor improvisations
during my internship which were able to leave their marks.
These lessons that I have learned will be valuable for my future endeavours as
well.
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