HOSPITALITYASSIGNMENT

• LEARNER NAME: RAHUL GUPTA• BATCH NO: U2• COURSE TITLE: AHTM• YEAR: 2016-17• CENTRE: GHATKOPAR• ASSESOR NAME: MEENAKSHI

GAJBHIYE

ACKNOWLEDGEMENTI AM THANKFUL TO MY FRANKFINN INSTITUTE AND FOR GIVING SUCH A ASSIGNMENT FOR THE PURPOSE TO LEARN HOSPILITY FOR OUT FUTURE DEVELOPMENT AND CAREER. MY SINCERE GRATITUDE TOWARDS OUR FACULTTY MISS.MEENAKSHI GAJBHIYE MA’AM FOR GIVING US SUCH A WONDERFUL OPPORTUNITY AND GUIDENCE.I AM VERY THANKFUL FOR LEARN SO MANY.

INTRODUCTIONAccording to the Oxford Dictionary, hospitality means “the reception and entertainment of guests, visitors or strangers with liberality and good will”.The word hospitality is derived from hospice (nursing home), a medieval “house of rest” for travelers and pilgrims.Hospitality then includes hotels and restaurants.

Chain of hotels

DOMESTIC CHAIN OF

HOTEL

UMAID BHAWAN PALACE

HISTORYUMAID BHAWAN PALACE, located at Jodhpur in Rajasthan, India, is one of the world's largest private residences. A part of the palace is managed by Taj Hotels. Named after Maharaja Umaid Singh, grandfather of the present owner Gaj Singh of the palace, this edifice has 347 rooms and serves as the principal residence of the erstwhile Jodhpur royal family. A part of the palace also houses a museum.

ABOUT

Founded in 1459 AD by the Suryavanshi Rao Jodha, Jodhpur gradually grew around the towering Mehrangarh Fort, built as a stronghold on the advice of a sage. Alongwith Bikaner and Jaisalmer, Jodhpur too is situated on the ancient silk route that linked Central Asia and Northern India with the seaports of Gujarat.

FACILITIES PROVIDES&BRANDS

1. PALACES 2. RESORT3. HOTEL4. RESIDENCE5. KEMPINSKI

• BUSINESS CENTER• GYMNASIUM• SPA• LAUNDRY• BROADBAND & WI-FI• OUTDOOR SWIMMING

POOL• NIGHT CLUB• MEETING ROOM• FLORIEST• CONCIERGE SERVICES• DININGCOURIER SERVICES• SALON

THE PENINSULA HOTELTHE INTERNATIONAL CHAIN OF HOTEL

HISTORYOverlooking Victoria Harbor, this regal, iconic hotel, built in 1928, is a 15-minute walk from the Hong Kong Observatory and 6 km from Happy Valley Racecourse.

Classic rooms with city views feature free Wi-Fi and flat-screen TVs. Posh, upgraded rooms add floor-to-ceiling windows with harbor views. Polished suites have separate living areas and walk-in closets, while lavish, upgraded suites add bathtubs and fireplaces; some have kitchens or private chauffeurs.

Amenities consist of 2 bars and 6 restaurants, including French, Swiss and Asian options. There's also a posh spa, a gym, and an indoor pool with city views

CURRENCY

Amenities & services • THE PENINSULA SPA• FITNESS CENTRE• MEETING,BANQUET

FACILITIES• DRA CLEANING• TOUR DESK• FAX PHOTOCOPYING• 2 TENNIS COURTS• FISHING• BILLIARDS

THE PENINSULA HOTEL

• BUSINESS CENTER• GYMNASIUM• SPA• LAUNDRY• BROADBAND & WI-FI• OUTDOOR SWIMMING POOL• NIGHT CLUB• MEETING ROOM• FLORIEST• CONCIERGE SERVICES• DININGCOURIER SERVICES• SALON

• THE PENINSULA SPA• FITNESS CENTRE• MEETING,BANQUET

FACILITIES• DRA CLEANING• TOUR DESK• FAX

PHOTOCOPYING• 2 TENNIS COURTS• FISHING• BILLIARDS• GYM• WATER FALL• PARKING

UMAID BHAWAN PALACE

GUEST CYCLE

GUEST CYCLEThe hotel guest stay cycle can be divided into four main stages. Within these four stages there are important task related to guest services and guest accounting.Front office employees must be aware of guest services and guest accounting activities at all stages of the guest stay. Front office staff can effectively serve the guest if they have a clear understanding of the flow of business in hotel. Guest Cycle also represents a systematic approach to front office operations.

EXPLAIANATIONPRE-ARRIVAL is the stage whare the guest chooses the hotel and makes the reservation. Important information is gathered at this stages, which allows the next stage to run smoothly.

The arrival stage is where the guest actually arrives and registers at the hotel(check in). Here the guest verifies the information gathered previously at the reservation stage, confirms method of payment, signs the registration card, and collects the key.

The occupancy stage deals with security of the guest along with the coordination of guest services to ensure guest satisfaction and try to encourage repeat guests. The front desk plays an important part at this stage as this is the are where guest will make their requests or air their problems, to which the front desk agents need to respond in a timely and accurate manner. At this stage the front desk need to keep guest accounts up-to-date so that the final stage of the cycle runs smoothly.The final stage of the cycle is DEPARTURE, which is when the guest is ready to check out. The main objective here is to settle the guest account, update room status information, and create a guest history record. In an attempt to ensure repeat guests it is important to find out if the guest has enjoyed their stay at this point.

ROLE PLAY NO:11) MR.RV ARRIVES THE AIRPORT AT 10.00 AM2) THE GUEST IS WELCOMED WITH A BOUQUET OF FLOWERS AND

ESCORTED FROM THE AIRPORT ON 1/2/2017.3) HE REACHES HOTEL AT 10.13 AM AND GUEST IS WELCOMED WITH A

GLASS OF FRESH JIUCE AND ESCORTED TO THE HOTEL.

4) THEN THE BELL BOY ASSISTS HIM WITHIN THE LUGGAGE AND PUTS TAGS AND ESCORTS HIM TO THE FRONT OFFICE.

5) THE REGISTRATION CARD IS FILLED BY THE GUEST AFTER THAT MAGNETIC KEYS OF THE TWIN ROOM HANDOVERED TO THE GUEST.

6) AFTER THAT THE GUEST IS ESCORTED TO THE RESPECTIVE ROOM BY THE BELL BOY.

7) NOW THE GUEST IS CHECKED INTO THE HOTEL AND ENJOYS THE FACILITIES OFFERED.8)AS MR.KOHLI IS A FREQUENT FREE INDIVIDUAL TRAVELLER THE HOTEL HE IS BEEN GIVEN A COMPLIMENTARY WINE BOTTLE

9)THE CAR WAS ARRANGED FOR MR KOHLI ON RENT FOR THE PERIOD OF TIME HE STAYED IN THE HOTEL.10)ON HIS STAY HE ENJOYES THE DACILITIES LIKE HEAKTH CLUB, SWIMMING POOL,SPA,SALON,MINI BAR,LAUNDRY,ROOM ATTENDANT AND SO ON….

11)THE MASSAGES WERE ACCEPTED BY THE FRONT OFFICE EXECUTIVE AND PASSED ON TO MR.KOHLI ON HIS RETURN.12)HE ASKS FOR THE BILL ON 3/2/2017 OVER THE PHONE TO THE FRONT OFFICE EXECUTIVE.

13)THE BELL BOY BBRINGS THE BILL TO THE GUEST AND TAKES AWAYS THE LUGGAGE TO THE BELL DESK.14)MR.KOHLI SETTLES THE PAYMENT BY CARD AND CHECKS OUT AT 11:45 AM ON 3/2/2017.

HOUSEKEEPING

HOUSE KEEPINGTHIS DEPARTMENT IS RESPONSIBLE FOR CLEANING AND MAINTAINING HOTEL PREMISES WHICH INCLUDES PUBLIC AREA, GUEST ROOMS, LOBBY, SWIMMING POOL AREA ETC…GENERALLY THE DEPARTMENT IS NOT VISIBLE TO GUESTS. IT WORKS FOR GUEST SATISFACTION THROUGH KEEPING THE ENVIRONMENT CLEAN AND HYGIENIC. HORTICLTURE IS ONE OF THE MOST IMPORTANT FEATURES OF HOUSEKEEPING DEPARTMENT WHICH DEALS WITH DOFFERENT TYPES OF FLOWER ARRANGEMENT AND MAINTAINING THE GARDEN. THIS DEPARTMENT WORKS TO GIVE PLEASANT LOOK OF THE HOTEL TO THE GUEST.

WHY HOUSEKEEPING ISBACKBONE OF HOTEL?

The housekeeping department is responsible for the upkeep and maintenance of the entire hotel. One of the first impressions a guest forms when he walks into a hotel is a reflection on the housekeeping department - how clean, and well maintained the surroundings are. No hotel can function without this department because it oversees everything from guest rooms, public areas, laundry, linen, horticulture and flower arrangement, and maintenance housekeeping machinery.

EARLIER, CONSIDERED A BACK OF THE HOUSE OPERATION, THE PERCEPTION OF HOUSE KEEPING HAS UNDERGONE A SEA CHANGE. NOW, NOT JUST MANAGERS AND SUOERVISORS,BUT STAFF AT ALL LEVELS INCLUDEING HOUSEKEEPERS ARE BEING ENCOURAGED TO INTERACT WITH GUESTS. INCREASINGLY MORE RESPONSIBILITIES ARE BEING DELEGATED TO THE HOUSEKEEPERS WHO ARE BEING GROOMED AS GUEST SERVICE AGENTS.

IMPORTANCE OF HOSUSEKEEPINGIN AN HOTEL

Because if a hotel is dirty, no one wants to stay there. That means a loss of business.

HOUSEKEEPING DEPARTMENT

SERVICES OFFERED• Establish a welcoming atmosphere and

ensure courteous, reliable service from all the staff of the department.

• Ensure a high standard of cleanliness and general upkeep in all areas for which the department is responsible.

• Provide linen in room, food services areas etc and maintain an inventory for the same.

• To provide uniforms for all the staff and maintain adequate inventory for the same same.

• Deal with the lost and found articles. This ensures the smooth running of the department.

• To coordinate the renovation of the property as and when required in consultation with the management and the interior designer.