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Kc residency

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  2. 2. INTRODUCTION: K.C. Residency is a Landmark in Jammu, the city of temples, located at Residency Road the commercial centre of Jammu in Jammu & Kashmir state. In a city renowned for Temples and Hospitality, K. C. Residency offers to be a host. It is not just a hotel, its a place where one can experience the warmth, the beauty and the distinctness of life. Situated in an ideal location in the centre of the famous Residency Road near to the historic Raghunath Temple. To Stay here is to experience Jammu at its best. Friendly atmosphere and the best of the food served here provides privacy with comfort and modest service.
  3. 3. K C Residency (A Unit of KC Hotels Pvt. Ltd.), Residency Road, Jammu Tawi (INDIA) - 180001 Phone +91- 191- 2520770 (Six Lines) Fax: +91-191- 2575222 E-mail:
  5. 5. It is an operational department as well as major department. It is a hotel integrated service management department. It is a first and last contact point between guest and the hotel. Approx 70% OF revenue of the hotel is come from FRONT OFFICE by selling accommodation to their guest.
  6. 6. It is composed of 4 major function : Reception. Concierge. Telephone operator. Manager and business centre.
  7. 7. Front office hierarchy : Front office manager (Rajinder singh chib) Senior front office manager ( Devinder kour) Lobby manager (Hovitoli mengi) Assistant I.T manager (vikram d.s. manhas)
  8. 8. Senior front office manager ( Devinder kour) Executive (abhishek) Shift incharge (vikas sajgotra) Front office assistant (deepak, anoop, rita)
  9. 9. Bell captain (ashok,bhushan) Bellboy (mohan, ashok, tilak) Doorman (2) Valet (1) Drivers (5) Lift operator (3)
  10. 10. Software: WISH .NET A single workspace for all Front Office functions Sliding panels are used to show or hide additional information and features. More information is packed per screen. WISH.NET is designed to reduce navigation and improve employee productivity. Rich management statistics provides both historical analysis and future bookings analysis all in a single window. Wizard guided & controlled operation simplifies Night Audit and ensures accuracy without any interruption in other hotel operations.Rich reporting, export to variety of formats, electronic archival of key reports and site specific report content.
  11. 11. WISH.NET is Prologic First's new generation multi-property Front Office software for hotel that leverages Microsoft .NET technology to deliver unparalleled usability and productivity.
  12. 12. WISH.NET caters to the functional needs of professionally managed hotel. Rooms & Rates Management. Contracts Database & Marketing Guest History Individual Reservations Group Bookings Front Desk Housekeeping Front Office Cashiering Night Audit Management Statistics Interfaces
  13. 13. First thing to check in wishnet at the start of duty : To check house position - check in & check out House position include : Room availability Unused blocks & allotments Room arrival & departures Position
  14. 14. Block the rooms in advance for todays expected arrival Room block includes : Rooms available for blocking Rooms blocked for arrivals Expected departures Pre assign & out of order Occupied rooms Reservation are updated on software regularly so that we get to know the expected arrival on any day & to ease the check in process
  15. 15. Rooms & Suites ( Tariff ) Deluxe Rooms (Continental Plan) Single Occupancy Rs. 4500/- Double Occupancy Rs. 5500/- Super Deluxe (Continental Plan) Single Occupancy or Double Occupancy Rs. 6000/- Standard Suite (Continental Plan) Single Occupancy or Double Occupancy Rs. 9500/- Deluxe Suite (Continental Plan) Single Occupancy or Double Occupancy Rs. 11000/- Extra person in room Rs 900 Service charge on room & food 10 % No expenditure or luxury tax Other taxes as applicable CHECK OUT TIME : 24 HOURS
  16. 16. Accomodation : The hotel comprises 56 centrally air conditioned deluxe rooms & luxury suites. All with central air conditioning ,running hot & cold water , direct dial phones with voice mail facility & other state of the art features, electronic locks- card key, internet connectivity, satellite t.v channels, refrigerator & soft bar.
  17. 17. Room numbers : DELUXE ROOM (29) 203 , 204, 205, 206, 207, 211, 215, 303, 304, 305, 306, 307, 311, 312, 315, 316, 403, 404, 405, 406, 412, 415, 416, 501, 504, 505, 507. Have twin beds. SUPER DELUXE ROOM (17) 208, 210, 216, 308, 310, 314, 407, 408, 410, 411, 414, 502, 503, 506, 508, 509, 510. Have king sized beds. SUITE (4)- 209, 309, 402, 409. Have round bed / double bed DELUXE SUITE (5) 201, 202, 301, 317, 401. Have double bed / palki bed FAMILY SUITE (1) 417. Have 2 rooms with double bed.
  18. 18. Check in process : While taking reservation on phone : Following things need to be asked - name of guest, accommodation , number of pax, arrival, time/ mode, departure, date / time of departure, booked by , name of company, billing , rate , phone number , special requirements , etc & guest id is created & the same is recorded in reservation file. Guest registeration card is given when guest check- in
  19. 19. Foreign guest checkin : C form important : Arrival report on foreigners in hotel & it is to be attached with id proof. Guest has to sign the GR card after completing the information An id proof is required & is attached with guest registeration card Guest account is also created in wishnet Guest is allotted with a room key for his respective room by issuing a key card Key card include a key & a notice: Safe deposit boxes are available at the cashiers desk free of charge for the guest jewellery & other valuables. The management doesnot accept responsibility for valuables left in the room. Check out : incase , if the liability for the guest bill is not waived, he is agree to be held personally liable in event that the indicated person, company/ association fails to pay the full amount of these charges
  20. 20. Check out process: Call house keeping & room service whenever there is a check out so that they can post all charges Then front office assistant should check all charges are posted Print a copy of the folio for the guest to review & to check all charges are accurate Now ask him method of payment CACO - Cash payment CCVS - Visa card CCAX - American express CCMS - Master card Request him to give room key back Thank the guest & request him to visit the hotel again Seprate register for check out is also maintained so that we can inform the other department regarding the checkout.
  21. 21. Work Done Manually: Reservation file Front Office Cash. (FOC) Miscellaneous Receipt. C form (foreign register). Advance Booking Register. Night Audit Report.
  22. 22. Types Of Register Maintained Manually: Discount register Log book : updated regularly includes room closing, room revenue, complimentary rooms, early morning checkin, expected arrival, night duty manager , important information Contact register Reservation file Daily in house guest report Walk in report Built to company register : includes date , room number, name of guest, i.d, amount, name of company Attendance register
  23. 23. Work Done On Computer through Software: Check In and Check Out process. Company Settlement. Linking of Rooms. Night Audit. Room Statics Chart. Occupancy Report. Credit Settlement. Front Office Cash.
  24. 24. Check out register : includes guest name, room no, pax, date, time, maintainance Newspaper register(1) : includes room no, newspaper type given complimentary to guest Newspaper register (2): Different types of newspapers that are available in the hotel: Times of india, Hindustan times, Daily excelsior, Kashmir times, Tribune ,Punjab kesari, Economic times, Business standard, Danik jagaran, State times Log book: bell boy errands card check out . At the end of the day , total errands card is given to the front office & is attached with the GRC., special reqirements , guest luggage. Bell desk :Types of registers maintained (manually)
  25. 25. Valet : Types of registers maintained (manually) Valet parking register : includes token no, date , vehicle no, vehicle type, driver name, time in , time out, room no, sign general manager . Vehicle claim token : is given to guest which includes : vehicle no , vehicle type, sign of security. Vehicle are parked at owners risk Hotels will not be responsible for any damage caused to the vehicle The vehicle will only be delivered on receipt of the valet parking slip. Give them atleast 15 minutes notice to claim the vehicle. Valet parking slip : includes no. , vehicle no. , vehicle type, received date, time , sign of security.
  26. 26. Important things to be noted: Extension list is maintained to connect the calls of rooms / to connect to the respective departments so that there is proper coordination between various departments & front office . Key rack is there for keeping guest keys & cards Discount given to banks, companies & walk in guest. CVTH( Company value 30%) CVTF ( Company value 25%) CVTW( Company value 20%) Take full payment in advance from guest - incase of no luggage / if he / she is carrying only a bag (scanty baggage) Take payment from the long staying guest / if credit limit goes beyond Rs 50000 Handle request / some special request : wake up call , breakfast buffet to be ready at 5:30 a.m. for navy group , send a cake at 12: a.m. in guest room
  27. 27. Handle guest complaints : Ac not working properly, request for change of room Special rooms

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