Hospitality Presentation

BY- Group “D”Ravindra kumar singh

A-7

It’s my esteemed pleasure to present the project report on  Hospitality                 I would like to thanks to my beloved Mr Vikash Sir for providing us all necessary facilities to carry the project successfully.                    Last but not least we are thankful to my friends without whose support at various stages, this project wouldn’t have materialized. I thank to all the supporting friends who directly or indirectly helped me in completing this project. I’m also very thankful for god who given me opportunity to make this project and helped me in every situation.

Acknowledgement

CHAIN HOTELSCHAIN HOTELS

Domestic International

Task 1

“As India's most dynamic hospitality chain, ITC Hotels has set new standards for excellence in hotel industry, in fields as diverse as accommodation, cuisine, eco-responsibility and guest safety.”

ITC Hotels, India’s premier chain of luxury hotels was launched on October 18, 1975, with the opening of its first hotel- My Fortune in Chennai, which was renamed Hotel Chola. In 2006, ITC hotels owned and operated 100 hotels In 75 locations. ITC Hotels have a reputation of playing host to visiting royalty and world leaders time and again.ITC Restaurants Bukhara, Peshawari, Dakshin, DumPukht and Kebabs & Kurries are well known cuisine brands today. They market a line of food products, Kitchens of India.

Chairman Y.

C .Deveshwar 

ITC Hotel’s properties are classified under four distinct brands that are designed cater to every segment of the Hospitality landscape .

ITC Hotels- Luxury collection Eleven exceptional ITC Hotels bring you the architectural grandeur of ancient dynasties and the cultural ethos of different regions of the Indian Peninsula. A part of the world renowned Luxury Collection form Starwood Hotels & Resorts Inc , these hotels come together to give you unique indigenous experiences.

WelcomHotels| SheratonSynonymous with customers centricity and efficiency, an exquisite ITC Hotels have been aligned under the renowned Sheraton brand, offering warm, comforting services to the global traveller offering five-star hospitality , WecomHotels are a haven for personalized services that make every visit memorable.

Fortune HotelsOne of the leading first-class, full service business hotels chains in India catering to the mid-market to upscale segment in business and leisure destinations.

WelcomHeritageChain of Palaces, Fort, Havelis and Resorts offering unique heritage experiences that strive to preserve the historical grander and opulence of India

“ Reduce , Re-use and Recycle “ is the Environmental message sent out by every ITC Hotel.

Gallery

In 1967, Paul Dubrule and Gerard Pelisson founded the Societe d’investissement et d’exploitation hoteliers (SIEH) hotel group and opened the first Novotel hotel outside Lille in northern France.

In 1974, they launched the ibis brand with the opening of the ibis Bordeaux. The following year, SIEH acquired the Courtepaille and Mercure brands, and in 1980 the Sofitel hotel brand, which then consisted of 43 hotels.

Two years later, in 1982, the SIEH bought Jacques Borel International, then world-leading brand offering restaurant vouchers.

In 1983, the group, which had restaurant ticket and hotels, its changed name to the Accor group.

In 1985, it launched Hotel formula 1 brand, offering basic accommodation at low prices.

Five years later, in 1990, it entered the North America market by acquiring Motel, and later the Red Roof Inn chain, which it later sold to Starwood and a consortium of Citi’s Global Special Group and Westbridge Hospitality Fund L.P. respectively.

In the 1990s, it diversified to include Accor Casinos and 2004, bought a nearly 30 per cent stake in Club Mediterranee.

In June 2010, the shareholders of Accor approved the demerger of its hotel and voucher businesses. Accor Services became Edenred. The two entities started trading as separate companies on the Paris stock exchange from 2 July 2011. In 2011. Accor introduced its new brand positioning with the slogan: open new frontiers hospitality.

In November 2013, Accor redefined its group business model on two core competencies:

Hotel operator and Brand franchisor(HotelServices) and hotel owner and investor(Hotelinvest).

In October 2014, Accor transferred management of its Central European operations to Orbis. In December 2014, Accor announced an alliance with Huazhu (China Lodging) to accelerate expansion in China.

In June 2015, Accor announced became AccorHotels and adopted a new tagline “Feel Welcome”.

In December 2015, Accor announced the purchase of US$2.9 billion cash and shares of FRHI Hotels & Resorts, the owner of Fairmont, Raffles, and Swissotel chains.

The transaction will add landmark properties such as the Savoy Hotel in Landon, Raffles Hotel in Singapore and the Plaza Hotel in New York to Accor’s Luxury and high-end hotel portfolio.

Gerard PelissonPaul Dubrule

Hotel Canberra

Hotel SO Sofitel, BangkokIbis Hotel, Mumbai

In-room safe (Laptop compatible)

Yes yes

Health club Yes Yes

Climate control Yes Yes

Luggage Storage Yes Yes

Number of Rooms

162 600

Free Valet parking

Yes Yes

Free wi-fi Yes No (Surcharge)

Facilities ACCOR HOTELThe Accor Metropolitan

ITC HotelGrand Chola

24 hour business Center

Yes Yes

Climate control Yes Yes

Number of outdoor pools

1 3

Iron/ironing board Yes (on request) Yes

Pool cabanas Yes (complimentary) Yes (surcharge)

Debit card not accepted

Yes No

Down comforter No Yes

Complimentary newspaper

Yes Yes

ITC hotel facilities

http://www.accorhotels.com

http://www.itchotels.in

Bibliography

Task 2

ure

Role play.1Mr Praveen Desai is an FIT guest, and requires a twin room for 03 days. Accept the reservation & confirm it. As he id s frequent visitor , he has to be given a complimentary wine bottle and requires to be picked up from the airport. Check him in on his arrival at the hotel. During his stay, he wants a car rental to be arranged for him. Messages are also accepted on his behalf. He checks out after three days. Roles of:-1. Reservation assistant2. Front office assistant3. Bell boy4. Concierge5. Cashier6. Valet

ReservationReservation assistant-Wish the guest and announce the name of the hotel’s nameObtain the guest’s name Check the name profile is available in PMS He is a frequent visitor so Wish again “hello Mr Praveen Welcome you again in Our hotel, we are too happy

that another time you chosen our hotel thank you once again.”Ask his reservation requirements.According to their reservation requirement check Horizon and room

availability.He is asking for Twin room for 3 days, it is available.Then ask arrival and departure date and all important things that

required.

As a frequent guest, he has to be given a wine bottle and to be picked up from Airport.So tell him to send the copy of his air ticket because he is a frequent guest so our hotel is giving him airport pick up service as a complimentary.Ask him sir any more requirements you want to add.Re- conform all the details with the guest.Send details of pick up to concierge,

and wine bottle to house keeping.Tell him his Cut off date and ask him when are you conforming his

reservation.He is conforming his reservation at on reservation time so tell him to

send his credit card number , expiry date and card slip with signature.When he send it then block his reservation and send him room

number and conformation number.

Pre-arrivalFOA Allocate rooms in advance for all the current day’s arrivals Instruct the housekeeping department to ensure that all the specified rooms

are thoroughly cleaned and ready for the guest to check-in. Inform the Concierge about the detail of the guest who have to be picked up

from the airport. Send the Amenities Vouchers to the Room service and housekeeping

department, so that wine bottle can placed to guest room as complimentary.

Concierge Send the information about guest to Airport Representative , Valet and a bell

boy. Inform the valet and give all detail. Check car and grooming of the Driver.

Bell Boy Take all information of guest and go with the Driver to pick up the guest. When meet the guest then greet the and ask to take his luggage into the car.

Valet Check the car carefully that all things are ok or not. Go to airport before the guest come. Meet Airport Representative and get all information about guest Greet the guest Count the luggage and put carefully or properly in the car. When reached at hotel stop the car at front of the hotel. When Bell boy will keep the luggage with and guest will gone to hotel

then park the car in the parking

Arrival/Check InFOA Greet the guest Ask for last name or first name of the guest Search for the reservation record

and print registration form Tell to guest, Mr Desai its your

reservation detail , Please check it and conform, it is it ok? Request for ID proof If you have any more request so me I will like to add it. If is it all ok then please sign on it. Thank u Mr Desai. It’s your Key , after cutting the key card. Fill u the Errand card and hand it over to the bellboy with

instructions to escort the guest to his room. File one copy of the Registration card and send the second copy to

the cashier.

Cashier See the guest detail and open the guest folio. Take the detail of credit card and cut the payment of 03 days for twin

room.Bell boy Keep out the luggage carefully and check all are there and all are ok. Go on check in with the Guest. Take Errand card from the FOA and take signature of the guest. Keep the luggage to the bell desk. Tag the luggage tag. Go with the guest to the room and explain all facilities . When entered the room explain all facilities of room. Tell him also wine bottle which is given him as complementary. Tell him “Have a nice day” and come out from the room.

OccupancyFOA If any messages come for the guest then Write it on message paper or print

the message and make a more copy. Fold it carefully, put it in a envelop and give to the bell boy to drop it into

guest’s room. Take a copy at Front Desk. According to the guest request inform the concierge to arrange a car for the

guest during their stay. Whatever request come forward it according to department.

Bell Boy Drop the message given by FOA in guest’s room.

Concierge Arrange the car And check it all the things are ok in it, before the guest go

and after the guest come.

DepartureFOA Take information of check out. Give request for preparing bill to the

cashier and bringing down the baggage to bell boy.

Take the keys from the bell boy and de- activate it. Check un-delivered mail and messages and hands them over the guest. After cashier clearance and bell boy’s information that he loaded the

baggage then update the room status and inform Housekeeping about the departure.

Give the feedback form to the guest.

Cashier Given information of guest departure prepare the bill. After opening the Departure Errand card by bell boy then finalize the guest

folio. After taking full payment by the guest then settle the bill. Inform the FOA and bell boy that the bill is settled.

Bell boy Bring the guest’s baggage down from the room after colleting the

room key, making a cursory check in the room for any damaged or missing hotel property and entering the baggage in the Errand card.

Open the Departure Errand card. Check the baggage tags and if tag is torn/ damaged replace it with a

new one. Place the baggage at the bell desk. Deposit the key at reception. After getting clearance from the Cashier about bill settlement load

the baggage on transport and get the guest’s signature on the Errand card.

Concierge Arrange the car to drop the guest on Airport.Valet Check the car and count the luggage. Drop the Guest carefully

( Hotel logo and address )

Message for: ( Guest name with salutation ) Room: Date: Time: [ place the message content here ] Created by user : ( User name )

Invoice Guest Name : Conf No : Address : Room # : Arr date : Arr Time : Dep date : Company : Dep Time : Guest /Chld: Billing Instruction : Invoice No : Date Description Quantity Amount Total 22/03/2011 Room Charges 1 2000.00 2000.00

Total Charges : Total Payments: Balance :

------------------------ -------------------------------------- Cashier Guest Signature PLEASE DEPOSIT YOUR ROOM KEY CARD.

Video

Bibliography www.pinterest.com

Setupmyhotel.com - Hotel Setup Tips, Sample Formats, Hotel SOP's ...

“Health is wealth” and cleanliness is the main important part of our health.

Housekeeping is the department that deals essentially with cleanliness and all ancillary service attached to that. The standard plays an important role in the reputation of the hotels. One feels comfortable only in the

environment which is clean and

well ordered, so cleanliness is important for health foremost also for well being.

TASK-3

Accommodation in hotels tend to be the largest part of the hotel, it is the most revenue generating department, the housekeeping department takes care of all rooms is often largest department, the housekeeping department in hotels. The room is often are offered as accommodation to

travellers/ guest as individual units of bedrooms.

Some interconnected rooms are also made which will be helpful to the guest and families. Many hotels offer suits to the guest.

So if guest will be happy then he will stay more days or next time they will come in our hotel.

Linen Room Attendant- 1. Issues clean linen to the various department.Room Attendant- 2. Responsible for the actual cleaning of guest rooms and bathrooms.3. Maintains the Room Status Report.Houseman- 4. Responsible for heavy physical cleaning required in guest rooms and

public areas.Head Houseman- 5. Supervises the work allotted to housemen especially in the public

areas.6. Public area supervisor at night.Horticulturist- 7. Responsible for the landscaping, indoor plants and flower

arrangement.8. Maintains a daily supply of fresh cut flowers.Head Gardener and Gardeners- 9. Maintain all the indoor and outdoor plants.

Layout of a standard room

• 24-Hour Front Desk• Unlimited Wi-Fi access• Outdoor Pool• Jacuzzi• Non-Smoking Room• Laundry Service• Air Conditioned• 24-Hour Room Service• 24-Hour Security• Adjoining Rooms• Audio Visual Equipment• Baby Sitting on request• Bar

Basic Amenities and facilities in a Five star Hotel

• Concierge Desk• Conference Facilities• Currency Exchange• Doctor on Call• Door Man• Elevators• Executive Desk• Executive Level• Exercise Gym• Express Check In• Express Check Out• Fax• Heated Guest Rooms

• Lounge• Meeting Facilities• Multilingual• News Stand• Outdoor Parking• Parking• Phone Service• Poolside Room• Poolside Snackbar• Porters• Projector• Restaurant• Rollaway Beds

• Room Service• Safe Deposit Box• Security• Shopping• Spa• Sprinklers In Rooms• Steam Bath• Suite• Tour Desk• VIP Floor• Wakeup Service• Wheel Chair Access• Handicap Facilities• Health Club• International Direct Dial• 24 Hours Coffee Shop

• 24 Hours Car Rental Desk• Business Centre

http://www.answers.com

extendedstayer.wordpress.com

http://chanceryhotels.com

Bibliography

https://www.youtube.com/watch?v=ub3N1_fBZnI

https://www.youtube.com/watch?v=7ts1W9Issjc

Task-4Case-2 Accept a reservation for FIT guest and confirm it. Check in the guest. Accept a trace for an extra blanket and pillow. Put a locater- Guest in coffee shop till 15:00 Hours. Extend the guest’s stay by two days. Post 5 bills –

Create a single guest folio. Settle the bill and check out guest

room tariff tax laundry bar mini bar.

Login Screen

Reservation New Reservation

{ Then click on new and fill the form according to the guest}

Reservation Screen – Blank Online/PMS Reservation Form

After filling the form click on “OK” command button.Then the Guest Reservation No. will appear

Then go on Home Screen and

Front Desk Arrivals

Reservation Screen – Arrival Stage of Guest Cycle

Reservation Screen – Checked In Stage of Guest Cycle

Then click on the “SEARCH” button and select the guestClick “ CHECK IN” button

Now the Room No. Will Show

TraceThen go to the Home Screen andFront Desk In House Guests

Then select the guest and click on the “OPTION” button

Then click on the “TRACE”

Select the Housekeeping and write blanket and pillow in the box and click on “SAVE” Then click on the “CLOSE”

Then select the guest and click on the “OPTION” button

Click on the “LOCATER”

Put a locator - Guest in coffee shop till 15.00 hours.

Put a locator - Guest in coffee shop till 15.00 hours.

Go to the Home Screen andFront Desk In House Guest

Then select the guest and click “BILLING” button

Then the “LOGIN” form will appearThen LOGIN and click on the POSTING

Post 5 bills – room tariff, tax, laundry, bar and mini bar.

Post 5 bills – room tariff, tax, laundry, bar and mini bar.

Create a single guest folio.

Settle the bill and check out the guest

Settle the bill and check out the guest

Then click on ‘CHECK OUT’ and EXIT

TASK-5

Role Play No.1Ms Jennifer Ross wants to make a booking for 05 nights at your hotel. The room type that she is asking for is not available. It is her first trip to the city . On arrival she insists that 02 pieces of luggage be kept at the left luggage room. She checks in to the hotel. She wants to do a sight - seeing trip of the city and the surrounding places. She has a fax to be sent and calls the business centre. During the stay she asks for a bottle insists that it be given as complimentary.

As a Front office Supervisor I will first great the guest, as check the room ability that she is asking for. If that kind of room will not available I will apologizes for it and I will give her two option first she can make reservation immediately : but it will be put on Waitlist and when that room will available then conform it . The second option will to book a superior room, for which she could give a discount so that the differential cost( First will be lower cost then that room or second will be higher cost then that room) will not be much and for this room the confirmation will be immediate . According to her I will tell to FOA to book the reservation.

According to her accommodation I will inform the Concierge to arrange a car for her for seeing trip. And also inform to housekeeping to give a Fax machine in her room.I will call her to conform that all thing that she was asking that are available or not, and I will also ask anything else she want.

As she is insisting for a champagne as complimentary I will give her two option that she can take champagne or she can take discount on her room bill which was told her at reservation time.

As her last requirement to that she wants to kept 02 pieces of luggage as the left luggage, on departure I will inform to Bell Captain.

Bell captain will do this following things:-• He ensure that the guest has settled his bill with the hotel.• He then inspects/scans the baggage and bring any pre- existing damage, to

the attention of the guest . He enters the description of the baggage on the luggage tag and strings it to the baggage . The tag has a number and a counter foil with the same number.

• He enters these details in the Left Luggage Register.• He tears off the counter foil of the Luggage Tag and hands it over to the

guest.• The bell boy is then instructed to deposit the luggage in the Left Luggage

Room.

Task-6Layout of a standard room

Nest thermostats "Hotels were always better than your house," Starwood Global Brand Leader Brian McGuiness told , "until people started doing great things to their houses and hotels needed to catch up." That's what kicked off the boutique hotel craze years ago, he says, and now, several years later, it's also what's kicking off the smart hotel craze. A prime example: Nest thermostats in guest rooms, the first of several connected home innovations that are sure to be installed across brands. What Starwood is trying to create, says McGuiness, is "an entirely hands-free hotel room experience

Hotel Future facilities

RFID night lightsSmall stickers embedded with RFID sensors will soon pop up in Aloft hotels around the country, but you'll never see them: they'll be hidden under the carpet near your bed. Triggered by movement and weight, these stickers will sense when you wake up in the middle of the night and trigger the night light in the bathroom.

Robot ButlersAloft has been testing the so-called "Botlr" at its Cupertino and Silicon Valley properties since last August. Soon, the digitized butler will be ready for the national spotlight. Put in a request for service via your SPG app—more towels, for instance—and housekeeping will stash your items in the Botlr's internal compartment before dispatching him to your room

Smart mirrorsSpotted in a model Four Points room: a smart mirror embedded with a customized touchscreen display populated with things like your email, Twitter feed, sports scores, or headlines. Designed to replace the full-length mirrors in rooms, these would allow you to cross a few things off your to-do list while brushing your teeth.

Personalized room settingsStarwood has long kept tabs on its guest preferences. Soon, you'll be able to tell the SPG app your preferred temperature and lighting settings (do you prefer white light? Amber tones?) so that any room is calibrated to your specifications.

Connected room service cartsThe same RFID stickers that trigger your night-light will also be attached to room service carts. The big idea: when a cart is left outside a guest room, a sticker hidden near the door will sense the room service cart and alert housekeeping to clear away the mess. No more unsightly leftovers cluttering the hallway, at last.

Smart appliancesOn the heels of those Nest thermostats will come other smart appliances, like coffee makers that start brewing your morning cup automatically. Thanks to a small converter, basically any appliance in a Starwood room can be made "smart" and controlled through the SPG app.

seamless streamingAloft's Cupertino property is a natural testing ground for Apple technologies of all kinds, and the hotel has been piloting Apple TV for years now. Now, Starwood is also testing Kindle's rival service to see which will win the battle.

Oculus rift rentalsUnsure whether you really want to go skydiving or zip lining? Loaner units of the virtual reality system Oculus Rift might help you decide.

Virtual reality bike ridesAnother potential application of VR technology? Augmented workouts. Starwood is creating dedicated footage to make you feel like you're bike riding through the Spanish countryside or Frankfurt when in fact, you've never left the hotel gym.

Beautiful Solar PanelsElement hotels are working on bespoke solar canopies that incorporate pretty solar energy tiles. And it’s not just about powering your room—at the trial property in Dallas, guests can sit under the solar panel canopy and charge their devices with the power of the sun

Neobar and E-Tray - By Bartech: Fitted with energy efficient compressors using an eco-friendly refrigerant and equipped with detection capabilities, Neobar can maximize efficiency of minibar operation.HD Weave Carpet- By Brintons Carpets: HD weave carpet is produced by a patented carpet loom that can weave up to 32 colours.SuperDock DN 7000- By DNet Solution: Using electro-magnetic induction, the dock works with all kinds of smart devices with built-in speakers. It also comes with USB charger ports and alarm clock.Guest Communication Center- By Fingi: GCC is a multiple charging station, with an IP speakerphone and can be the room’s Internet access point.Aelement- By Salto Systems Asia: The wireless locking system allows cell phone to act as contactless data carrier to open and control access controlled doors.

TELY- By Service Technology Partners: With TELY, the call agent can communicate visually with the guests by pushing media and information like room service, dining, way finding, etc. to the TV screen.iFlyPad- By Spicy Innovations: iFlyPad is a suction pad that works on all smartphones and tablets. It can be used in many locations from back seats of flights to suitable surfaces in bathroom and kitchen.

Hotel ONAIR- By VDA Asia Pacific: The guests can experience the hotel by viewing its offerings and city attractions, and stream their own music, videos and pictures wirelessly to the TV.

Display Board- For automatically open and close the curtains and switch on and off the night lamp.

Open and close the curtains- to make services easier and fell the guest more comfortable.

Remote- For massage on bad and bed easy to adjust

Adjustable bed- Adjustable bed by remote according to guest accommodation.

DND button- A display button to DND set from inside of room which is visible from outside

Magnetic card- To enter place your card in front of the display To activate electricity insert your cardDisplay board- To adjust room temperature To adjust room light To switch bedside lamp on or off To draw and open the curtains Do not disturbRemote To adjust the bed To activate massage press the lower set off buttonsiPad Scroll the list and select your desired services To order housekeeping or order services Restaurant reservationTelevision Big screen television with 3D glass on blue-ray For your personal input select Guest Sockets

Bibliography www.pinterest.com

www.travelandleisure.com

https://www.youtube.com/watch?v=hd7v1pB-w1o