FRANKFINN HOSPITALITY ASSIGNMENT

SUBMITTED BYSANABEER SALAHUDEEN

BATCH –L1FIAT-COCHIN

Acknowledgement

• I take this opportunity to Thank our Hospitality trainer Mr. Mohan Nair for the great support he has given through his training sessions. He helped us a lot in doing this presentation as well as the theme presentation.

Introduction

• This assignment is about the history & facilities of one domestic hotel and one international hotel!!!

The hotels which i am selected... Domestic

THE LEELA GROUP OF HOTEL KOVALAM

International THE BURJ AL- ARAB HOTEL

THE LEELA GROUP OF HOTEL KOVALAM• Hotel Leela Venture Ltd is an Indian hotel

company, currently with four deluxe hotels, located in Mumbai, Bangalore, Kovalam and Goa.

• The company was founded by Captain C.P. Krishnan Nair.

• While visiting various countries, he realized the need for a luxury hotel chain in India that could measure up to international standards

• The Leela Kovalam is Kerala’s largest hotel built on a rock face cradled between two wide sweeping beaches with a stunning view of the famous Kovalam coastline…

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.Fundamental to our business is the all pervasive Indian tradition of hospitality. Secondly, we honour the cultural heritage of India. Lastly, we operate on the basis of world class technology, backed up fully by the commitment of the staff

Capt. Krishnan Nair. Chairman - The Leela Group of Hotels.

The Leela Kempinski Kovalam

The Leela Kempinski Kovalam Beach, Kerala was built to be the ultimate luxury hotel for people seeking refuge from big-city stress.This is the precise reason why its stunning location is in very close proximity to Nature’s splendors.But if you do want to get out and see how the time honoured ways of Kerala living are still practised, Trivandrum, the capital of Kerala is a short and scenic drive away.

The Leela Kovalam offers a range of services and facilities for both your leisure and pleasure.

An exclusive beach An exclusive beach Badminton Beach Volleyball Car parking and valet services Excursions and day picnics Fitness centre Florist Tennis Yoga lessons Jogging track Snooker Library

IN-ROOM

Bath with walk-in showers Tea/Coffee making facilities Mini bar Satellite television Internet access Laundry and dry cleaning Wake up call service Doctor on call Smoke detectors and sprinkler system

OTHER FACILITES

DINE

DINE BAR

ROOMS AND SUITE

SUITE ROOM

DELUXE ROOM

CLUB ROOM

SUPERIOR ROOM (SEA VIEW-ROOM)

SPA- THERAPY ROOM

CONFERENCE HALL

SKY BAR

Coffee shop

BEACH- FESTIVALS

BURJ AL -ARAB

The Burj Al Arab is a 5-star rated luxury hotellocated in Dubai, United Arab Emirate.At 321 m (1,053 ft), it is the fourth tallest hotelin the world. The Burj Al Arab stands on an anartificial island 280 m (920 ft) out from Jumeirahbeach, and is connected to the mainland by a private curving bridge. It is an iconic structurewhose shape mimics the sail of a ship…….

The hotel is managed by the Jumeirah Group

HISTORY OF BURJ AL-ARAB

The beachfront area where the Burj Al Arab and Jumeirah Beach Hotel are located was previously called Chicago Beach.

The hotel is located on an island of reclaimed land 280 meters offshore of the beach of the former Chicago Beach Hotel

The old name persisted after the old Hotel was demolished in 1997. Dubai Chicago Beach Hotel remained as the Public Project Name for the construction phase of the Burj Al Arab Hotel until Sheikh Mohammed bin Rashid Al Maktoum announced the new name

Construction of Burj Al Arab began in 1994. The hotel was built by South African construction contractor Murray & Roberts.

The building opened in December 1999. Burj Al Arab is the world's second tallest hotel (not including buildings

with mixed use).

ROOMS AND SUITES

Despite its size, the Burj Al Arab holds only 28 double-story floors which accommodate 202 bedroom suites.

Suites feature design details that juxtapose east and west. White columns show great influence. Bathrooms are accented by mosaic tile patterns

Prices of rooms vary from approximately $1,000 to $27,000 per night. There are different types of suit rooms and deluxe rooms.

Suite rooms

Luxury suites

panoramic suite

superior suite

Guest Bed-room

master bed-room

Deluxe rooms

Royal deluxe

ROYAL SUITES

LARGE BED-ROOM

DRESSING TABLE

LIVING ROOMS

OTHER FACILITIES ATTACHED WITH SUITES

Bath-rooms

Facilities of Burj Al-Arab

Babysitting/Child Services Concierge Parking Laundry/Valet Services Handicapped Rooms Modem Lines in Room Non-Smoking Rooms/Facilities Free Newspaper Mini Bar Bar/Lounge Restaurant Pool Fitness Center and Spa

POOLS

Restaurants

Al Mahara ("Oyster"), which is accessed via a simulated submarine voyage, features a large seawater aquarium, holding roughly 990,000 litres (35,000cu ft) of water. The tank, made of acrylic glass in order to withstand the water pressure, is about 18 cm (7.1 in) thick

Al Muntaha (Arabic for "Highest" or "Ultimate"), is located 200 m (660 ft) above the Persian Gulf, offering a view of Dubai. It is supported by a fullcantilever that extends 27 m (89 ft) from either side of the mast, and is accessed to a panoramic elevator…

Sky view Bar

Al-muntaha bar (attached with resturant)

IN ROOM BREAK FAST

BREAK-FAST

FREE –DATES IN ROOM

Lobby

TOP VIEW

EXTERIOR VIEW

THE MOST SPECIALITY OF BURJ AL-ARAB IS THEY HAVE A CONVERTIBLE HELIPAD& TENNIS COURT

ON THE TOP OF THE BUILDING!!!!!! TENNIS COURT

&

HELIPAD

Let us look at the guest cycle in this situation

RESERVATION

REGISTRATION

STAY IN THE HOTEL

CHECK OUT.

Guest cycle

The guest cycle describes the activities that each guest passes by from the moment he/she calls to communicate a reservation inquiry till he/she departs from the hotel. In fact, the guest cycle encompasses 4 different stages, which are depicted in the underneath diagram;

o Pre-Arrival Arrival Occupancy Departure

RESERVATION Vanessa Anderson’s secretary called up

the reservation counter and answer the telephone with in three rings.

we greeted her properly She booked a double room for

four days for her and boss Mrs. Vanessa Anderson also she asked about requirements for double room. We gave the required facilities.

We successfully reserved a double bedroom for Vanessa Anderson and her secretary.

Also a copy of reservation has sent to the guest through fax & email by front office.

Pre-arrival On the pre-arrival stage,

our hotel created every guest’s reservation Records.

our Front office staffs collected all the data of the arrival day.

We Asked house keeping to clean the rooms.

We prepared our rooms for guest stay.

Sent the cab

Our hotel sent a cab to receive Vanessa Anderson from the airport

The Front Office

The bell boy handling the luggage of Mrs. Vanessa Anderson and escorts her to the Front Office Desk for completing the check in procedure.

On-arrival

We welcomed Mrs. Vanessa Anderson and her secretary with the traditional style of welcoming

We provided welcome drink to Mrs. Vanessa Anderson and her secretary

The guest is filling GRC card

Guest registration card

C formVanessa Anderson is a foreign guest she has to fill the C form.

We handed over the card key to Vanessa Anderson for double bed room

Bell boy handling the luggage's

The double bedroom given as per the requirement of Vanessa Anderson.

Lobby manager is taking Vanessa and her secretary to double room.

A complimentary flower basket and fruit basket provided for Mrs. Vanessa Anderson inside the

room Flower basket Fruit basket

Some amenities provided for the guest..

room amenities

Bathroom amenities

Amenities supplied to group bookingsBath towel Face towel Hand towel

Slippers Soaps/ Soap dish Shampoos Bath Gels Bath Lotions

Shower Caps Dental Kits Shaving Kits

Sewing Kits Shoe Shines Shoe Mitts

Combs Cotton Balls Sanitary Bags

Cotton buds Bathrobes Nail files

Clothes Brushes Carry Bags

Shoe Horns Racks Garbage Barrels

Tissue Boxes Shoe baskets Rattan Baskets

Pallets Hangers Swizzle

Sticks Umbrellas Gargle

Tumblers Toilet Rolls Fruit Sticks

Water tumblers Service directory Guest stationery

Do Not Disturb’ cards Bible / Gita Ash tray

Breakfast knob cards Room service menu Match Box/ Lighter

Polish my shoe card Room beverage menu Guest house rules

Vanessa Anderson goes to the travel desk during her second day of stay and requests for a sight seeing trip.

Restaurant.She came to our restaurant to taste different delicacies.

Currency exchange inside the hotel

on her third day She exchanged 5oo$From our front officedesk.

Also we passed a Message to Mrs. Vanessa Anderson when she gone for a purchase

Mrs. Vanessa came to our Business desk to sent some fax & mails

Vanessa Anderson calls the front office and asks us to keep the bill ready, 10-15 minutes before check out.

Checking out The bell boy accompanies Ms. Vanessa Anderson to the front desk with the guests luggage at the time of checking out.

She settled our bill and promised us to come back next time in our hotel

Feed back form

The role play conducted in our class

House keeping

Why is housekeeping department considered to be the backbone of a hotel…?

Housekeeping is an important and integral part of the guest experience and satisfaction

Other things such as security are important, but what guests really want is to feel at home, to feel comfortable

The impact of the housekeeping function on the success of a hotel’s operations cannot be underestimated, since large revenue for hotel industry is generated mainly from the sale of rooms

Good housekeeping is the foundation of good infection prevention. The general cleanliness and hygiene of a facility are vital to the health and

safety of guests, staff, and visitors. Pleasant work environment contributes to staff members' satisfaction,

making them to be more productive. A more pleasant environment improves guest satisfaction and can increase

guest’s use of services and frequent visits.

People go in the hotel to have a home away from home. Its the housekeeping department that transforms a chaotic room into

a home that's why they are so important. As one of the most integral departments within the hotel, the

Housekeeping Department is responsible for the immaculate care and upkeep of all guest rooms and public spaces.

Housekeeping is the backbone of the Hotel Industry as it is responsible for cleanliness, maintenance and aesthetic appeal of the Industry.

Housekeeping takes more manpower to accomplish countless functions that it does for the other departments in the lodging industry.

It is a major department which accounts for the revenue of the Hotel. This department makes the guest feel "A home away from home".

In some hotels there more than one housekeeping executive, and their work is divided according to the floor, and each executive will have a group of room maids and cleaner assisted by the executive. 25 to 30 mins is allotted to a room to be cleaned . And also the room maids and the cleaners are suppose to clean around 10 rooms in a particular shift. Before going directly to room, the floor executive or housekeeping executives goes to the laundry department and will collect all the clean fresh linen needed for the arrangement of rooms . Also they will collect the required things from the store department .

House keeping clean room such as

Cleaning & MopingDusting Bed making using air freshener. Replacing all used complimentary items.

House keeping materials

• h

Cleaning and moping All the rooms must be cleaned using correct sanitizing agent

everyday, on demand. Even if the guest doesn't demand the rooms must be cleaned without disturbing the guest and their privacy . The important thing to noticed is that after cleaning the room all belongings of the guest must replaced in the same place as it was before.

Dusting

The first step of cleaning must be dusting the each and every corner of the room. While dusting all the doors and windows must be opened up for the fresh air to get in.

Bed making Remove all soiled or used bed linens. Stretch a fitted sheet across the bed, being sure that the rounded edges with elastic fit

snugly on the four corners of the mattress. Tuck any remaining part of the sheet under the mattress so that it will not come loose

when someone sits or lies on the bed. Spread a top sheet over the mattress. Keep both sides an even distance from the floor.

Tuck the bottom part of the sheet into the bed frame so that it does not hang over. Place the full blanket on top of the sheet. Spread it evenly across the bed, being sure again

that both sides are an even distance away from the ground. Tuck the bottom part of the blanket into the bottom area of the bed frame, being sure it is not hanging over.

Remove any wrinkles from the bed by gently stroking the wrinkles with the palm of your hand.

Spread the comforter out evenly over the bed. Tuck the bottom area into the bed frame, being sure that it is not hanging over.

Make sure that both sides of the comforter are an even distance from the ground. Place two pillows barely above the fold on the comforter.

The majority of the pillows should be resting on the fitted sheet .

The washroom must also be cleaned while cleaning the room. The best sanitizing agent must select to clean the washroom. Also have to replace the complimentary toilet kit.

Laundry department

Housekeeping desk

• Most the hotel have a male executive in the housekeeping desk. Housekeeping desk helps the front office staff by passing the information regarding the room status

Laundry department of the hotel helps to clean the solid cloths . All the linen which are used in the hotel are cleaned here in this department. Even they clean the cloths of the customer in demand. Also the staff give their uniform for washing. In big hotels the uniform of the staff will be washed 100 times per set, after that those uniforms are discarded…..

Two departments of laundry

dry cleaningwet cleaning

Stores department

• Its divided among the executives as per their requirement. The store department which is in the housekeeping department is directly under the store department of the hotel.

Lay out of a standard room

Fidelio

BIBLIOGRAPHY Hospitality Modules. Self General Knowledge. http://www.hotel-online.com/News/PressReleases http://scholar.google.co.in/ http://www.tripadvisor.com/ http://www.itopc.org/travel-trade/new-hotels-in-

pipeline.html http://www.globalhotelalliance.com/HotelSearch.aspx http://www.fivestaralliance.com/luxury_hotel/mumbai/

the_leela_kempinski/gallery/09707_1 http://thecomforts.com/thecomforts_directory.asp?

spc=1333 www.googleimages.com

Thank you