GRAND HYATT MUMBAI

TRAINING REPORT ON:

HISTORY

Hyatt was founded by Jay Pritzker in 1957 when he purchased the Hyatt House motel adjacent to the Los Angeles International Airport.

Over the following decade, Jay Pritzker and his brother Donald Pritzker, working together with other Pritzker family business interests, grew the company into a North American management and hotel ownership company, which became a public company in 1962.

In 1968, Hyatt International was formed and subsequently became a separate public company. Hyatt Corporation and Hyatt International Corporation were taken private by the Pritzker family business interests in 1979 and 1982, respectively.

HISTORY

On December 31, 2004, substantially all of the hospitality assets owned by Pritzker family business interests, including Hyatt Corporation and Hyatt International Corporation, were consolidated under a single entity, now named Hyatt Hotels Corporation.

 

BRANDS Park Hyatt is Hyatt's luxury

brand. Park Hyatt hotels are mid-sized properties located only in premier destinations and cater to affluent individuals.

Andaz hotels are upscale, boutique-inspired lifestyle properties that distill the best of their locale.

Grand Hyatt hotels are large-scale hotels that provide upscale accommodations in major cities

Hyatt Regency hotels are aimed at convention and business travelers as well as leisure travelers and are located in urban, suburban, airport, convention and resort destinations around the world.

Hyatt Place hotels are mid-sized properties designed for families and business travelers; they are located in urban, airport and suburban areas.

Hyatt Summerfield Suites properties are extended-stay, residential-style hotels.

Hyatt Resorts are vacation destination properties, including beach, mountain, desert, golf and spa properties across the Park Hyatt, Andaz, Grand Hyatt, Hyatt Regency, and Hyatt brands.

LEADERSHIP

Mark S. Hoplamazian is the current President and CEO of Hyatt Hotels Corporation. He took over the position from Stephen Clark on November 28, 2006.

GRAND HYATT MUMBAI

Grand Hyatt Mumbai Hotel is in the centre of Mumbai (Bombay), India. More than a hotel, Grand Hyatt Mumbai is a multi-dimensional lifestyle complex set on 12 acres of landscaped gardens & water features.

Located just ten minutes from Mumbai’s domestic airport and 20 minutes from the international airport, the hotel is in close proximity to Bandra-Kurla complex, Mumbai’s rapidly developing business district.

The Grand Hyatt Mumbai hotel complex features luxurious accommodation, contemporary serviced apartments, dining & entertainment options, spa, recreation & fitness facilities, conference & exhibition spaces & an international shopping plaza.

Hotel Address:

Grand Hyatt Mumbai

Off Western Express Highway, Santacruz (East),

Mumbai,

India - 400 055

Tel: +91 22 6676 1234

Fax: +91 22 6676 1235

FRONT OFFICE

     INTRODUCTION

The front office is the nerve center of a hotel property. Communications and accounting are two of the most important functions of a front desk operation.

Effective communications—with guests, employees, and other departments of the hotel—are paramount in projecting a hospitable image.

Answering guest inquiries about hotel services and other guests, marketing and sales department requests for information on guest room availability, and housekeeping department inquiries concerning guest reservations are but a few of the routine tasks performed almost constantly by a hotel front desk in its role as communications hub.

AREAS RESERVATIONS The Reservations section takes care of

the bookings and reservations. Since Grand Hyatt Mumbai has a policy of Central Reservation System the reservations are not actually made here but processed (updating/cancellation/amendments). Further the operational staff here facilitate the flow of reservations data from RESERVE (reservation software) to OPERA (PMS) and update the data as and when necessary.

Location: Basement/Parking

FRONT DESK: Front Desk of any hotel, small or big is

the hub of hotel activities. This is the section which interacts with visitors, guests and hotel's own personnel almost round the clock practically without closing its functioning.

Sometimes it is called the heart of the hotel. This holds perfectly true for Front Desk at Grand Hyatt Mumbai.

The Front Desk takes care of check-in, check-out and other rooms management procedures keeping in mind the brand standards.

Location: Lobby Level

CONCIERGE DESK: A Concierge Desk assists guests or

residents, as by handling the storage of luggage, taking and delivering messages, making reservations for restaurants, recommending nightclubs, procurement of tickets to special events and assisting with various travel arrangements and tours of interesting places to visit.

Location: Lobby Level

GUEST SERVICE CENTRE: The Guest Services Centre is the

Communications section and acts more like the nervous system of the property. It is here that all the telephone calls are received and transferred to different departments and sometimes processed. It also performs tasks like giving wake up calls to the guest, giving information about the hotel and its facilities.

Location: Basement/Parking

BELL DESK: The Bell Desk sections takes care of

guest luggage and other belongings at and between the check-in and check-out. Room movement and other such tasks are carried out by the bell desk staff. It also delivers parcels, mails and newspapers to rooms.

Location: Right hand side of the Main

Porch

BUSINESS CENTRE: The Business centre offers meeting

facilities to the prospective business clientele at Grand Hyatt Mumbai. It also offers added facilities like Internet, Document printing, Photocopying etc. It is equipped with ample number of meeting rooms and board rooms.

Location: Ballroom Level

TRAVEL DESK: The Travel Desk mainly deals with

the arranging of hotel transport services. A main component of this section is the Airport Services. It also deals with booking tickets for flights, trains etc

Location: Left hand side of the Main

porch

G Gopinath(EAM Rooms)

Shubhankar Bose(Assistant Director of Rooms)

Agnel D'souzaNizam Sheikh

Padmavati MantriSaurabh Seth

Lawrence Moniz(Assistant Front Office Managers)

Varun MohanManali Bhatt Rajesh Paliwal

RiddhiSaurabh DeshpandeBiswa Mohapatra

Deepika(Assistant Manager Front

Office)

Team Leaders

Guest Services Officers

Butlers

OPERATIONAL EQUIPMENT AND SOFTWARE: Micros OPERA Property

Management System (PMS):• OPERA Property Management System

(PMS) is a premier Property Management System designed to meet the varied requirements of any size hotel or hotel chain, OPERA PMS provides all the tools a hotel staff needs for doing their day-to-day jobs — handling reservations, checking guests in and out, assigning rooms and managing room inventory, accommodating in-house guest needs, and handling accounting and billing.

Häfele Dialock (Electronic Locking System):

Dialock is an advanced identification and locking system which uses electronic keycards, terminals and programming units. It not only replaces the traditional lock and key, but offers multiple uses for a huge range of interior applications.

Knowcross Triton (Call Management System):

Triton is a service and operations management software system for hotels. With Triton, a hotel manages all maintenance, guest requests, complaints and other jobs through a single system that every manager can access.

Every job – be it a request from a guest for extra towels or a report from an engineering supervisor about a pipe leak, is logged into Triton from any PC or telephone (using Triton’s interactive voice response system) anywhere in the hotel.

Scala 5.1 (Materials Management System):

Scala's Hospitality Division provides integrated management information solutions (IMIS) developed to meet the unique needs of the hospitality industry. IMIS is a fully-integrated solution for financial management, inventory management, reporting and budgeting.

Lotus Notes 7 (Email Software): As the premier integrated desktop

client software option for use with the IBM Lotus Domino® server, Lotus Notes software delivers world-class messaging and collaboration.

Built-in capabilities include e-mail with integrated instant messaging; calendars and scheduling; discussion forums; team rooms;reference databases; and personal information management (PIM) tools.

TASKS PERFORMED: 

Arranging transport for guests Assisting Guests with Taxi services Making Restaurant bookings Recommending sightseeing places Delivering parcels to guest rooms Booking movie tickets Studying the database/material/websites used

for making recommendations to the guest Arranging prescription medicines for the

guests Handling incoming mail/parcels for in-house

guests Handling incoming mail/parcels for expected

guests Handling incoming mail/parcels for guests

checked out Recording incoming and outgoing

parcels/mails Handling outgoing mails/parcels Handling incoming registered and courier mail Answering guest queries regarding hotel

facilities

Maintaining and arranging inventory Escorting guests to their rooms and

various other parts of the hotel Delivering messages to the guest rooms Printing various reports Resolving concierge traces on the OPERA

PMS Booking bus and railway tickets Recommending nightclubs, shopping

malls, restaurants etc to the guests Pick up of concierge inventory from the

stores against requisition slip Arranging tour guide for the guests Delivering key cards to guests in

situations when their keys are not working Delivering mails/parcels to the EXCOM

(Executive Committee) Office Handling guests mobile phones for

charging Assisting guests with mobile recharge and

sim cards Assisting guests with luggage holding

facilities (LLR)

SPECIAL OBSERVATIONS: Guests should always be directed to use

the house phones in case they need to speak to an in-house guest.

Reason: This ensures the in-house guests privacy. By this way the person can speak to the in-house guest without knowing his room number or any other stay details.

  While delivering mails/parcels amenities

to the guest rooms the door the door bell must be rung thrice before proceeding to opening the door and entering the room. If the room is on DND then the door bell should not be rung to prevent disturbance and inconvenience to the guest.

In case a guest room is on DND a call is made to the guest room to inform him regarding the mail/parcel. If the guest does not answer the call a message is printed against the same and slid under the door.

When delivering a key card to a guest whose key card is lost or not working request for an I.D proof

Reason: This ensures that the key is delivered to the owner of the room and not an imposter thus ensuring guest security

While accepting a package for an in-house guest, request the person for the guest full name and room number and accept the package if and only if they match. Also request the person for a visiting card for records.

One should be very careful while handling guest mails/parcels because a delay in delivery can lead to inconveniences for the guest

 

THANK YOU!