Assignment Work

Frank finn institute

of Air Hostess

Training

Sahil Kumar Sharma

Batch :- G-5Weight :- 74 kg

Height :- 174 cm

Acknowledgement From the core of my heart I want to thank

Mr. Kohli for giving me such a platform where I can redefine myself and my capabilities.

Then the faculty of Frank Finn Institute with the guidance of them I could not have been able to finish my assignment.

And last but not the least I would like to thank our light of lamp our assessor Miss. Suruchi. Without her help I would not have been able to complete my assignment. She was always there for us and helped with all that she could.

Task - 1

Domestic Hotel

Taj Mahal Hotel

Built in 1903, the hotel is an architectural marvel and brings together Moorish, Oriental and Florentine styles. It has 565 rooms

including 46 suites and is 32 km from airport,and minutes

away from commercial,shopping and

banking. Offering panoramic views of the Arabian Sea and the Gateway of India,

the hotel is a gracious landmark of the city of Mumbai, showcasing contemporary Indian influences along with

beautiful vaulted alabaster ceilings, onyx columns,

graceful archways, hand-woven silk carpets, crystal chandeliers, a magnificent art collection, an eclectic

collection of furniture, and a dramatic cantilever stairway

Important Milestones in the History of Taj

1903: Created history with the opening of The Taj Mahal Palace Hotel, Bombay (Mumbai)

India’s first Luxury hotel

1971-72: Pioneered the concept of authentic Palace Hotels in the country with the Rambagh Palace in Jaipur, the Palace of the Maharajah of the esrtswhile state of

Jaipore.

1974: Conceptualized the unique beach resort at Fort Aguada, Goa built within the

walls of a Portuguese fort overlooking the Arabian Sea

1978-82:  Taj launched in Delhi with its

luxury hotel - Taj Mahal Hotel on No. 1 Man Singh Road and then prepared India for the Asian Games by setting up Taj Palace, Delhi with the largest convention centre in the

country

1984-92: Well before these destinations became world renown for their beauty, Taj expanded to Kerala

and Sri Lanka

2000: Consolidated its position as the largest chain in India with hotels in

Ahmedabad and Hyderabad, the latter city being a joint venture with GVK

Hotels resulting in a dominant position in the market for premium

and luxury hotel rooms

2002: The new Taj Exotica Resort & Spa, Maldives, within 6months of its launch, was awarded the title of "The Best Resort in the

World" in the first ever Harpers and Queen Travel Awards

Facilities Provided

There are 600 rooms in the hotel. 555 are double rooms 45

are suites.

Provided24-Hour Front Deskbaby sitting servicecar rental servicebusiness centrelaundry servicemedical service

wake up call service and many more.

To make you comfortable now these services are always

available

1887: Grand Hotel opens. The hotel is billed as a summer retreat for vacationers who arrive by lake

steamer from Chicago, Erie, Montréal, Detroit, and by rail from across the continent. Rates are $3 to $5 a

night.1919: Hotel rates are $6 a day per person.

1957: Michigan Historical Association selects Grand Hotel as a State Historical Building.

1987: The Cupola Bar is added, the Wood fill Conference Center is completed and The Jewel golf

course is renovated. 2001: The Millennium Wing opens on the east end of

the hotel featuring 42 new guest rooms and The Grand Pavilion - a 3,600 square-foot private meeting

room and dining room. 2006: The Gate House, a bar/restaurant just a short

walk down Grand Hill is added to the variety of offsite Grand Hotel dining options. Casual dining, live music,

with indoor outdoor seating.

GRAND HOTEL MASCO COTTAGES

RATES INCLUDE BREAKFAST AND DINNER DAILY .AND ARE CHARGED PER PERSON

WEEKDAYS DOUBLE SINGLE

SMALLER, INTERIOR VIEW GUEST ROOMS $225 $375

LARGER INTERIOR VIEW GUEST ROOM/SMALLER LAKE VIEW

$255 $435

DELUX LAKE VIEW GUEST ROOMS $305 $535

NAMED ROOMS $345 $615

WEEKENDS

SMALLER INTERIOR VIEW GUEST ROOMS $245 $415

LARGER INTERIOR VIEW ROOMS $275 $475

DELUX LAKE VIEW GUEST ROOMS $330 $585

NAMED ROOMS $375 $675

MASCO COTTAGES SHARGENIGHTLY - $2999WEEKLY - $18500MONTLHLY - $57000

MASCO COTTAGES MASCO COTTAGES – GRANDEST

ACCOMMODATIONS OF ALL

The four-bedroom Masco Cottage provides an intimate, spacious setting for families, couples

or small groups who want the atmosphere of a summer cottage on Mackinac Island with all the

amenities of a luxury resort. The Cottage is connected to the east end of Grand Hotel by a private walkway and is beautifully decorated in

summer hues by Carleton Varney. The suite features two downstairs bedrooms with private

bathrooms, along with a kitchen, living and dining room area. Upstairs are two bedrooms, a

bathroom and a media parlor

Horse ridingGolf

Tenniscycling

swimmingcarriage tours

gymnastics

Task - 2

Hotel XYZ , is a luxury 5star hotel. Hotel is undergoing back to back

situation. Miss Watanabe is a frequent single lady guest and always prefer to stay in this hotel. Miss Watanabe is in

India n wants a single room reservation in hotel XYZ for tomorrow. She is a VIP in hotels guests list. She gives a call to the rooms reservation . But the reservation

manager does not have any room to sell. He does not want to loose this important

guest either. Suggest various approaches in resolving in this matter

1st the hotel manager will check the register of tomorrow expected

arrival.

2nd if there is any not confirm booking then he will gives the

room to Miss Watanabe.

And if next day guest who booked the room check in, then 1st

welcome her and then apologize her for not having room and describe her the situation

Tell her that our hotel is under going in back to back situation. So, we don’t provide you room. But we have tie-up with some other hotels

which are same standard. If you like we can shift you to in XYZ

hotel at same room rate.

Also provide her free hotel drop

and tell her as soon as any room is free they can shift her back to

their hotel.

Hotel XYZ has four hundred rooms spread on 15’s floor and has only two staff

elevators. Professor Chi is a frequent guest of the hotel and is waiting for his

luggage for past 15 min. in the lobby and has completed his check/out formalities.

One group is also checking out at the same time. So, all the bell boys are

deployed on different floors. Pro. Chi is over furious and complaint at the front desk and wants immediate action to be

taken. How will you handle the situation at your

level?

First accept mistake n apologize with Pro.Chi.

Let him repeat the entire incident verbally that has made him angry.

Then explain to him that today some other guest’s are also checking out. So, that’s why your luggage cannot turn down to the lobby.To ensure that you empathize with him. Also ensure that Pro.Chi’ is well outside the hearing

range of the other guest.

And finally give him free airport drop and escent to the main porch.

Invite him to sit down. Confirm from bell boy that why Pro.Chi’s luggage can’t

turn down to the lobby.

Task - 3

There are various reasons for housekeeping being the backbone of the hotel.

Here are some of the reasons for which housekeeping is known as the backbone of

any hotel. They are as follows :

1) Housekeeping Department looks after rooms and the facilities provided in the

rooms.

2) Housekeeping is the only department head who assess to every department of the

hotel.

3) Housekeeping department that essentially deals with the cleanliness and all

the ancillary services.

4) Now a days the décor and the good odor of maintenance of any hotel also

plays a large role in creating a comfortable impression for the guest.

This is done by the housekeeping department .

5) From the cleanliness of the lobby, restaurant, public area, public area

toilet and also from the state of cleanliness of the staff uniform a guest

can judge a lot about The hotel the result of which may be positive or

negative

6) No hotel wants to room a guest in an unclean room, The housekeeping

department must provide the front Office with the proper information

about the ready rooms in order to meet the anticipated arrivals of the day.

7) If any part of the hotel , may b restaurant , lobby , bar etc. it is cleaned

by the housekeeping staff only.

8) It has the greatest proportion of staffing hours to cover, the most staff, the most hours to cover and it is a cost

center

Housekeeping being such a large contributor to the profit factor

plays a major role as an individual department n has

position if its own.

Thus we can say that housekeeping is responsible for the overall cleanliness of the

Hotel and helps the other departments to get more

business and earn more profits

Chocolates on the bed sideShopping bags

Shaving kitsShaving mirrorFresh flowers

SlippersExtra drinks to vip’s

Gargle glassesShower capToothpaste

Task - 4

When the guest comes to the hotel for stay services starts at that time only.

Guest departure

Stay

Reservation

Guest registration

During Guest Reservation

Confirmation of room:-Front office asks for the room

type means what type of room guest wants .

Airport pickup:- Confirm from the guest that he wants airport pickup or he will come

will on his own

During Registration

Traditional welcomeconcierge serviceLuggage serviceUp-bell service

Wake-up call serviceCheck-in services

During stay of guest

Safety deposit serviceLaundry service

Money exchange serviceGuide provided for guest

Doctor on call serviceAmenities

Turn down serviceIron board

MinibarBusiness centre service

Cleaning service

Guest Departure

Car serviceBell down service

Left Luggage room serviceEscorting from lobby till main

door

These are some of the services which are provided by the

FRONT OFFICE and HOUSEKEEPING departments

when the guest enters the hotel premises for the stay and when the guest is about to leave the hotel. This helps in attracting the guest towards the hotel so

that he can become the frequent visitor for the hotel.

Task - 5

India is a very famous holiday destination in the world, and provides ample facilities. It has state of the art hotels to cater to its ever

booming travel and tourism industry. Many hotels and resorts have popped up in India over the last few years to cater the accommodation

needs of everybody. There are hotels ranging from Luxury Hotels to Economy Hotels. A travel agent can help in finding a suitable

accommodation.Categorization of Hotels in India

The hotels in India can be divided into various classes on the basis of room types, amenities and location. Some of the prominent categories

of hotels in India include:Heritage Hotels

old times hotels have been turned into Heritage Hotels, that provide the tourists with an opportunity to experience royal pleasure in traditional ambiance. Most of the Heritage Hotels in India are concentrated in the

princely states of Rajasthan, Delhi, and Madhya PradeshLuxury Hotels

Equipped with world class infrastructural amenities, the Luxury Hotels in India offer the tourists with a fine lodging and dinning experience. Catering primarily to the upper class executives, the luxury hotels

extend a warm welcome to all. Budget Hotels

A home away from home, the budget hotels accommodate customers from upper middle and middle class. Also referred to as Economy Class Hotel, Business Hotels and Discount Hotels, the Budget Hotels support all the modern infrastructural facilities for a comfortable and pleasant

stay .

FACILITIES

3 STAR HOTEL

4 STAR HOTEL

5 STAR HOTEL

IDEAL LOCATION

YES YES YES

PICK UP AND DROP FROM AIRPORT

NO YES YES

SWIMMING POOL

NO YES YES

INTERNET CONECTIONS IN ROOMS

NO NO YES

FACILITIES

3 STAR HOTEL

4 STAR HOTEL

5 STAR HOTEL

BARS AND PUBS NO YES YES

24 HR ROOM SERVICE AND AVAILABILITY OF FOOD

YES YES YES

SHOPPING ARCADE

NO NO YES

CURRECY EXCHANGE

YES YES YES

24 HR COFFE SHOP

YES YES YES

FACILITIES

3 STAR HOTEL

4 STAR HOTEL

5 STAR HOTEL

CONFERENCE CUM BANQUET HALLS

YES YES YES

ROOF TOPS FOR PARTIES AND GET TOGETHERS

YES YES YES

MULTI CUISINES RESTURANT

YES YES YES

FITNESS CENTRES

NO YES YES

BEAUTY SALOONS

NO YES YES

COLOUR TV, FRIDGE, STD AND ISD CALLS FACILITIES IN ROOMS

YES YES YES

Thank

You