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Hotel Management
Hospitality and Reservations
INTRODUCTION
 • Name:- M. Sai Teja
 • Batch:- A1 HTCS
 • Subject:- Hospitality
 • Centre:- Hyderabad
 • Assessor Name:- Mr.
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.
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.
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.
International Hotel
The Oberoi Group of Hotels in India
• One of the most prominent
  names among the hotel chains
  of India is the Oberoi Group.
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
Hotel management (hospitality & reservations) from Teja
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
• 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),
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
Oberoi cario {Egypt}



    Oberoi sri lanka



Oberoi saudi arabia
Interior Pictures of Hotels
Domestic chain of hotels
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.
• 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
• 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
• 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
• 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
,
ITC Royal Gardenia, Bangala ,ITC Windsor, Bangala ITC Grand Central,
Mumbai and ITC Sonar, Kolkata
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
• 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.
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
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,
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
• 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-
Interior Pictures of Hotel

   Guest                     Lobb
                               y
   Room



               Restaura
                  nt
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
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.
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.
Guest cycle
                    Pre-arrival
                      stage



    Post
                                     On arrival
  departure
                                      stage
    stage




        Departure             During stay
         stage                  stage
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
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
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
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
• 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
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]
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
Guest Departure Errand Card
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).
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
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
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
The Layout of a Standard Room in Hotel




Deluxe Room
The Layout of a Standard Room in Hotel
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
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
Pre-Arrival Stage
          Click on reservation

       Click on new reservation

             Click on new

             Fill the form

              Click on ok
Hotel management (hospitality & reservations) from Teja
Hotel management (hospitality & reservations) from Teja
Hotel management (hospitality & reservations) from Teja
Hotel management (hospitality & reservations) from Teja
During stay stage
   Click on front desk

    In-house guest

   Type the name of
      the guest

       Open the
      reservation
Hotel management (hospitality & reservations) from Teja
Hotel management (hospitality & reservations) from Teja
In this stage consumption activities
             take place
           Click on front
                desk
              In-house
                guest
             Open the
            reservation

         Click on options
Share

  Locator

Authorization

 As per the
guest request
Click on billing

Cashier no and
  password

Do the suitable
   postings
Hotel management (hospitality & reservations) from Teja
Hotel management (hospitality & reservations) from Teja
Hotel management (hospitality & reservations) from Teja
Hotel management (hospitality & reservations) from Teja
Hotel management (hospitality & reservations) from Teja
Hotel management (hospitality & reservations) from Teja
Hotel management (hospitality & reservations) from Teja
Hotel management (hospitality & reservations) from Teja
Hotel management (hospitality & reservations) from Teja
Hotel management (hospitality & reservations) from Teja
Hotel management (hospitality & reservations) from Teja
Hotel management (hospitality & reservations) from Teja
Hotel management (hospitality & reservations) from Teja
Hotel management (hospitality & reservations) from Teja
Hotel management (hospitality & reservations) from Teja
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
Hotel management (hospitality & reservations) from Teja
Hotel management (hospitality & reservations) from Teja
Hotel management (hospitality & reservations) from Teja
Hotel management (hospitality & reservations) from Teja
Hotel management (hospitality & reservations) from Teja
Hotel management (hospitality & reservations) from Teja
Hotel management (hospitality & reservations) from Teja
Hotel management (hospitality & reservations) from Teja
Hotel management (hospitality & reservations) from Teja
Post departure stage
    If the customer wish to extend the
                   stay


            Click on options


               Reinstate


                   Ok
Hotel management (hospitality & reservations) from Teja
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
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.
• Post five bills
  Room traffic
  Tax
  Laundry
  Bar
  Juice
• Create a general polio
• Check in the bill & Check out the
  guest
Flow Chat of FFIT Guest
• 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
• Salutation- Dear
 Fill   • Privacy- yes/ no

        • Features
 Fill   • Mailing


        • Interest
 Fill

       • Save
Select • Close
Process for the Billing
        • Cashiering
 Select • Billing

          • Cashier Number
 Login    • Password

        • Guest
 Select • Check-Out

        • Posting
 Select • Room Charge

          • Ok
 Select
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
• Cashiering
Select • Billing

         • Cashier Number
Login    • Password

       • Guest
Select • Check-Out

       • Posting
Select • Room Charge

         • Ok
Select
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
• Cashiering
Select • Billing

         • Cashier Number
Login    • Password

       • Guest
Select • Check-Out

       • Posting
Select • Room Charge

         • Ok
Select
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
• Cashiering
Select • Billing

         • Cashier Number
Login    • Password

       • Guest
Select • Check-Out

       • Posting
Select • Room Charge

         • Ok
Select
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
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
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
Layout of a Twin room




TWIN ROOM:
• A room with two single beds
  meant for two people.
• It has only one bed side table
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.
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,
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
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
Design a standard room for future
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
Bibliography
• www.google.co.in
• www.ehow.com
• www.ask.com
Thank
You

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Hotel management (hospitality & reservations) from Teja

  • 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.
  • 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
  • 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
  • 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