3.  Name : Gnanender Reddy.Nanga
 Assessor : Mrs PALLAVI REGE
 Batch : I4
 Course : AVITION,HOSPITALITY AND
TRAVEL MANAGEMENT
 Year : 2011 - 2012

4.  I am really thankful for our hospitality faculty for
helping me to learn about hospitality and I am also
grateful to frankfinn for providing an opportunity to
learn about hospitality.

5.  Task-1(Lo1)
 Task-2(Lo2)
 Task-3(Lo3)
 Task-4(Lo4)

7. John Willard Marriott
Born September 17, 1900
Died August 13, 1985 (aged 84)

8. Marriott was born at Marriott Settlement
near Ogden, Utah, and was raised on his father's farm. His
father gave him considerable responsibility at an early age:
he was sent to San Francisco on his own with 3,000 sheep
in a railcar at the age of 14.
At the age of 19 and as a devout Mormon, he
undertook the traditional missionary work of the church
for two years, being assigned to New England. On his way
home after completing his mission, he passed through
Washington D.C. during the sweltering summer months of
1921.

9.  Marriott got cancer in 1935 .doctors side he cant live
mare than 6months or 1 year but he recovered and live
83years
 1953 the company went public issued
 the “Twin Bridges Motor Hotel” in Arlington, Virginia.
The company became Marriott, Inc., in 1967. Two large
chains were added to the group, “the Big Boy” family
restaurants in 1967 and “Roy Rogers Family
Restaurants” in 1968

10.  1927: J. Willard Marriott marries Alice Sheets and moves to Washington
DC with his new bride. That spring, J. Willard and Alice open a nine-stool
A&W Root Beer stand, which they later call "The Hot Shoppe."
 1939: Marriott lands its first food-service management contract with the
U.S. Treasury growing its business and Hot Shoppes.
 1940's:During World War II, Hot Shoppes feeds thousands of workers who
move
 to the nation's capital to work in the defense industry.
 1953: Marriott stock becomes public at $10.25/share and sells out in two
hours.
 1957: Marriott opens its 1st hotel, the 365-room Twin Bridges Motor Hotel
in Arlington, Virginia.

11.  1967: Corporate name is changed from Hot Shoppes, Inc., to Marriott
Corporation expanding its business even further in airline food
service, food production and lodging.
 1969: Marriott's first hotel outside the United States opens in Acapulco,
Mexico.
 1972: J.W. Marriott, Jr., is named CEO.
 1975: Marriott opens its 1st European hotel in Amsterdam, Holland.
 1977: The company celebrates its 50th anniversary; sales top $1 billion.
 1981: 100th hotel opens in Hawaii.
 1982: Marriott acquires Gino's and converts it to Roy Rogers.

12.  1983: 1st Courtyard hotel opens.
 1984: Marriott enters the vacation time-share and senior-living markets.
 1987: Marriott acquires Residence Inn Company and enters the lower-
moderate lodging segment with Fairfield Inn.
 1989: 500th hotel opens in Warsaw, Poland, and Bridges: The Marriott
Foundation for People with Disabilities is established. Marriott formalizes
its diversity strategy.
 1990: Pathways to Independence: Marriott's Welfare to Work Program is
established.
 1993: The company splits into Marriott International and Host Marriott
Corporation.
 1995: Marriott acquires 49% of the Ritz-Carlton Hotel Company, LLC.

13.  1997: Marriott acquires the Renaissance Hotel Group and
introduces TownePlace Suites, Fairfield Suites, and
Marriott Executive Residences brands.
 1998: 1,500th hotel opens; sales reach $8 billion; Sodexho
Alliance acquires Marriott's food-service and facilities-
management businesses
 1999: *-Marriott acquires the ExecuStay corporate housing
company and the remaining ownership of The Ritz-Carlton
Hotel Company, LLC.
*-Marriott hosts its first National Women's
Leadership Conference to foster discussion about
leadership opportunities for women at Marriott.
 2000: The 2,000th Marriott property opens in Tampa,
Florida.

14.  2002: Marriott celebrates its 75th anniversary, now operating in
63 countries and territories with annual sales of $20 billion.
 2003: Marriott adds more than 31,000 rooms and timeshare units
in 2003, bringing the global system to 2,718 hotels and timeshare
units (490,564 rooms).
 2004: 500,000th room opens in London; Marriott Rewards
welcomes its 20,000,000th member; Marriott Vacation Club
International celebrates its 20th anniversary.
 2006:Residence Inn opens its 500th hotel, Courtyard opens its
700th hotel, and the prototype of the new Courtyard in Europe is
unveiled with the opening of the Paris Courtyard. Marriott
designates April as the first annual "Environmental Awareness
Month" to promote activities to preserve natural surroundings
and reduce resource consumption.

15.  2007: Marriott celebrates two important milestones: the 80th
anniversary of our founding and the 50th anniversary of our
entry into the hotel business.Bill Marriott launches his blog
called “Marriott on the Move.”Marriott is honored with the
ENERGY STAR® Sustained Excellence Award from U.S.
Environmental Protection Agency.Marriott launches Sed de
Saber, an English-education device which teaches English to
Spanish-speaking employees.
 2009:Marriott celebrates its 10-year anniversary of the Women's
Leadership Development Initiative. Marriott celebrates its 20-
year anniversary of formal programs to celebrate Diversity and
Inclusion. Marriott expands its portfolio of LEEDS buildings
with more than 30 hotels and its global headquarters go green.
 2010:Marriott headquarters is certified as a LEED® (Leadership in
Energy and Environmental Design) Gold existing building by the
U.S. Green Building Council.

18. JW Marriott San Antonio Hill Country
Resort & Spa
JW Marriott Atlanta Buckhead JW Marriott Los Angeles L.A. LIV

20.  Lobby
 Guest Room Examples :-
grand river suite
luxury suite
 Services & Features :-
reysort librar
 Recreation :-
resort pool
children water park
 Restaurants & Lounges :-
High Velocity Sports Bar
 Spa

22.  Lobby :-
 Guest Room Examples :-
King Guest Room
Double/Double Guest Room
 Suite Room Examples :-
Terrace Suite
Presidential Suite
 Services & Features :-
Concierge Lounge
 Area Sights :-
Atlanta Botanical Gardens
High Museum of Art Atlanta

23.  Recreation :-
Indoor pool
 Restaurants & Lounges :-
Lobby bar
 Fitness :-
Fitness center
 Events & Meetings :-
Phoenix Ballroom
Event Foyer

25. Lobby
Guest Room Examples :-
King Guest Room
Suite Rooms :-
Junior Suite
Presidential Suite Living Area
Services & Features :-
Concierge Lounge
Business Center
Recreation :-
Rooftop Pool

26. Restaurants & Lounges :-
Glance Wine Bar
LA Market – Communal Table
Fitness :-
Fitness center
Spa :-
The Ritz-Carlton Spa
JW L.A. Live Pool Deck
Suite Rooms :-
Presidential Suite Living Room
Vice Presidential Suite
Executive Suite Bedroom
Events & Meetings :-
Diamond Ballroom Foyer
Gold Ballroom Foyer

27.  High-speed Internet access, in all  Marble bathroom, with separate
rooms shower and bath
 Minibar  Hairdryer, iron, and ironing
board
 Two dual-line phones, with
voicemail  Safety-deposit box
 Modem, for fax or computer  Complimentary newspaper
 Two direct lines, for computer  Large work desk, with lamp and
connection voicemail
 Premium cable channels and  24-hour room service
satellite television
 Marriott Rewards, frequent
 Pay-per-view television and guest program
videogames
 I Groove Station
 TV Internet, with email access

30.  Hotel Leela Venture Ltd is an Indian hotel company,
currently with four deluxe hotels, located in Mumbai,
Bangalore, Kovalam, Gurgaon ,Udaipur ,New Delhi
and Goa.
 The Leela Group of Hotels, is planning to build 4
hotels each in Chennai, Hyderabad, Pune and Agra. It
plans to be commissioned by 2012. These hotels will
add 1000 more rooms to its current 1600 rooms. It has
recently opened one Udaipur property which falls into
leisure category like the ones in Goa and Kovalam.

31.  The company was founded by Captain C.P. Krishnan Nair.
 Capt. Nair served in the Indian National Army under Netaji
Subhash Chandra Bose.
 He helped his father-in-law in the latter's garment export business.
 While visiting various countries, he realized the need for a luxury
hotel chain in India that could measure up to international
standards.
 He went ahead and launched the first hotel in Mumbai as Hotel
Leela, in 1988.
 The group has then gone ahead to develop fine hotels across the
other cities.
 Behind every institution lies the vision of an individual.
 In Capt. Nair’s case, this vision has flowered, given his unshakeable
belief in India’s ability to compete with the best in the world as an
equal.

32.  This belief, forged to a large extent during Capt. Nair’s early years
as a freedom fighter in India’s fight for Independence.
 he Leela Kempinski, Mumbai and The Leela Kempinski Goa are
two of the best hotels in India, and have also won considerable
international acclaim.
 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.
 Recently in 2001 Capt. Nair fulfilled his longstanding dream of
constructing a palace hotel in the garden city of Bangalore.
 The Leela Palace Kempinski, Bangalore is built in art deco style
recreating the grandeur of The Mysore Maharajas Palace.
 The newest addition The Leela Kovalam is Kerala’s largest resort,
built on a rock face cradled between two wide sweeping beaches
with a stunning view of the famous Kovalam coastline.
 Achieving these levels of excellence has been the result of a three
pronged business strategy, best described in the words of Capt.
Nair.

33. The Leela Kempinski Bangalore The Leela Kempinski Mumbai

34. The Leela Kempinski Udaipur
The Leela Kempinski Kovalam New Delhi The Leela Kempinski Goa

35. The Leela Kempinski Kovalam
The Leela Kempinski gorgion

36. Main facilities Normal facilities
 Discotheque  Daily newspaper
 Floodlit tennis courts  Car rentals
 Sightseeing tours  Shuttle bus services
 Spa centre  Sightseeing tours
 Swimming pool  Transportation from
 Water sports airport and from railway
 Yoga & Meditation station
 Beach Volley ball  Foreign exchange
 Baby sitting

38. On
Departure Reservation
[Check Out]
Post arrival
[During Pre Arrival
Arrival]
On The
Arrival
[check In]

39. 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.

40. STEP 2: • The reservation request is then transferred to
the Hotel Dairy or The Reservations Dairy either
manually or in the computer where the information is
stored as per the arrival date of the guest.
STEP 3: • 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 4: • 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

41. • 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) Guest Signature.
e) How the guest will settle the bill.
• Announce the room No., Tariff and request him to sign it.
• Introduce guest to the bell boy, having over key to the bell boy
and wish your guest a pleasant stay.

42.  Guest Type Name of the guest :Mr. Bharath
 Type of guest :C.I.P(commercially important person)
 Purpose of visit :Business
 Date of Arrival :16 Nov
 Date of Departure :17 Nov
 Mode of payment :B.T.C (Bill to company)
 Request : System to be provided
 Type of room :Business club room

43.  Mr. Bharath is a Business man from TATA steel
Company.
 Mr. Bharath had made a call to an star hotel and
reserved for a room, (Business club room).
 This is the reservation ensure that the star hotel will
hold a room for Mr. Bharath for one night following his
schedule date of arrival.
 The purpose of visiting is for (Business client meeting)

44.  Mr. Bharath came to a Star Hotel on 16th Nov The Star
Hotel Welcome to the guest . They get Welcome drink
served in.
 The Star Hotel handovers the naming list on which
room have been allotted to the guest distribution.
 The Star Hotel Hand over the envelopes containing
keys and welcome cards, they also help in the
distribution of the envelopes and briefly explain
location of the rooms to the guest.

45.  They check the baggage count from the bell captain
and inform the number of bags to the guest, for
approval.
 They present the pre-registered GRC for the guest
signatures and they note down the number of bags on
the GRC.
 They hand over guest room key envelope and they
wish a pleasant stay.

46. Amenities supplied by housekeeping
Department
1. computer to be 7. 24 Hour Room
provided . Service.
2. Meeting / Conference 8. Free Newspaper.
hall. (Projector ) 9. Television with Cable.
3. Restaurant / Dining 10. Temperature Control.
hall. 11. Dinner.
4. International Direct 12. Continental
Dial. Breakfast.
5. Air Conditioned. 13. Doorman.
6. Bathroom Telephone.

47. • Blankets • Bath soap
• Glasses • Restaurant
• TV • Chocolates
• Laundry bags • Room service
• Restaurant • Waste baskets
• Pens • Laundry service
• Room service • Shampoo
• Shampoo • Soap
• Laundry service • Ice bucket

48.  The departure of the guest is on 17th Nov.
 They request for preparing the bills and bringing down
the luggage is received by cashier and bell desk, when
the guest informs the reception that he is ready to
check-out. The bill boy opens the departure errand
card and the cashier checks the guest mode of
payment.
 The guest payment will be paid by the TATA steel
company (BTC).

49.  The star hotel has given a good room and they had
given all messages .
 They passed the information the calls which I got after
departure from the star hotel.

50.  Housekeeping plays an important role in the
reputation of the hotels because one feels most
comfortable only in the environment which is clean
and well ordered, it is important for health foremost
also for individual well being.

52.  Housekeeping departments include a variety of job titles.
The department will generally have a director of
housekeeping, sometimes called the executive
housekeeper. This employee is responsible for managing
the department and its employees. Housekeeping
departments also have supervisors who inspect work and
several types of
 line staff,
 including room attendants,
 laundry attendants,
 turn-down attendants and
 public space attendants.
 In addition, other housekeeping employees run the
department office by answering phones and dispatching
attendants. In some hotels, the office personnel are
responsible for managing lost and found items.

54.  All the hotels essentially have a list of amenities that
they provide to the guests in every room. The
housekeeping department is the intermediary which
supplies these consumable goods in each room. the
specific amenities that are provided in almost all the
hotel rooms, though more can be added to it as per
requirements

55.  Shoe shine kit
 AM/FM radio
 Shoe case
 Clothes hangers
 Stationery
 Direct company billing
 In-room safe
 Morning newspaper
 Remote control
 Television/Video recorder
 Selection of books and journals

56.  Soaps
 Hair conditioner
 Shampoo
 Sewing kit
 Toothpaste/Toothbrush
 Make-up tissues
 Hand/Body lotion
 Washing line
 Shower cap
 Suntan lotion
 Mouthwash
 Scent/After shave
 Bath/Shower gel
 Hairdryer

57.  Mini bar
 Complimentary wine
 Fruit basket
 Water boiling facilities
 Chocolates
 Hot beverage supplies
 Room service

58.  Fax machine
 Desk light
 Personal computer
 House directory
 Int’l direct dialling phone
 Mobile telephones
 Stationery Desk pad

60.  FIDELIO IS THE COMPLETE INTEGRATED SYSTEM
PACKAGE DESIGNED TO ACHIEVE THE MAXIMUM
EFFICIENCY OF THE HOTEL.
 THIS PROPERTY MANAGEMENT SYSTEM IS
PRODUCED IN MUNICH, GERMANY.
 IT IS NOT ONLY FLEXIBLE BUT EASY TO
UNDERSTAND AND CAN BE TAUGHT QUICKLY.
 IT HAS ITS OWN TRAINING MODULE AND
CALLED ADVANCE DEMO VERSION NO.6.11(4),
ENABLES THE USER TO WORK AND LEARN IN A
REAL-LIKE ENVIRONMENT.
.

61.  FIDELIO IS DOS BASED AND THE NEWER
VERSION ‘OPERA’ IS ORACLE BASED.
 IT CAN PROTECT ITS SOFTWARE FROM ALL
SORTS OF VIRUS.
 IN CASE VIRUS ENTERS IN THE SYSTEM THEN TO
SAVE THE SYSTEM THE VIRUS IS TRANSFERRED
TO NON-USABLE FILE FROM A DATA BASE FILE.
 RED ALERT SOFTWARE CAN BE USED FOR THE
EXTRA PROTECTION OF THE FILES FROM VIRUS.

62.  Integrated, configurable, context sensitive help system.
 Pull down menus.
 Function keys with windows.
 Customizable colours.
 User-definable screens.
 Report generator.
 User-definable report menus and night audit.
 Multiple installation parameter.
 Unlimited security levels.

63.  IT IS VERY EXPENSIVE.
 ITS MAINTENANCE IS ALSO EXPENSIVE.
 IF PROPER LOCKING IS NOT DONE ANYBODY
CAN ACCESS VARIOUS FILES AND CAN BE
CHANGED OR DELETED.
 DURING NIGHT AUDIT, FOR 2 HOURS THE
TERMINALS ARE SHUT DOWN, THUS MANY
OPERATIONS DURING THIS PERIOD CAN NOT
BE DONE THROUGH COMPUTER.
 THE COLOUR CODING IN FLOOR PLAN IS NOT
PROMINENT ENOUGH.

64.  Promotes smooth functioning of all the departments
wherever it is installed.
 Eliminates communication gap between departments
and helps in providing quality service to the guest.
 Helps in up keeping of the hotel’s goodwill with the
guest.
 It helps save time and reduces work load and increases
productivity.
 Enhances interdepartmental and intradepartmental
communication, cooperation and coordination.

65. Conclusion
During the course I have acquired
knowledge about the following ceitreia
 The Front office of a hotel
 House keeping
 Fidelio
 Room layout

66. Bibliography
www.ehow.com
www.ask.com