HOSPITALITY AND RESERVATIONS

ACKNOWLEDGEMENT I would like to express my pleasing gratitude to Mr. James sir for his support and motivation that has encouraged for the completion of assignment. I’m thankful to the almighty god, my parents and my dear friends.

CONTENTS • INTRODUCTION• TASK 1• TASK 2• TASK 3• TASK 4• TASK 5• TASK 6 • CONCLUSION• BIBILOGRAPHY

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COMPARISON OF OBEROI AND JW MARRIOT OBEROI

• Indoor Multi Cuisine Restaurant.

• 24hrs doctor on call.• Outdoor swimming pool.• All rooms have private

balconies overlooking the gardens.

• 24hrs business centre with wireless.

• Extensive spa facilities.• Award winning Thai &

Chinese restaurants.• Babysitting Service.• Conference & Banquet

Facilities.

JW MARRIOT

• Hair salon.• Arcade/game room.• Bars and fine dining with 10

restaurants.• Indoor and outdoor

swimming pools.• Spa and fitness center.• Gift shops/news stands.• ATM/banking services.• 24hr front desk.• Concierge services.• Dry cleaning/ laundry

services.• Elevator.• Luggage storage.• Tour/ ticket assistances.

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LO2 TASK2

THE RANGE OF SERVICES PROVIDED BY THE FRONT OFFICE DEPARTMENT TO A SPECIFIC TYPE OF GUEST (FIT, FFIT, CVGR & CIP).

FROM THE TIME THAT HE HAS MADE HIS BOOKING UNTIL HE SETTLES HIS ACCOUNT DURING DEPARTURE.

FFIT GUEST (FREE FOREIGN INDIVITUAL TRAVELLER)

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ADDITIONAL INFORMATIONS OF FFIT GUEST

Passport number. Visa number. Driving license. Place of issue. Date of expiry. Number of days in country. Purpose of visit. A confirmation voucher issued to

guest. Nationality. Gender.

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PRE ARRIVAL Pre-arrival take all the document pertaining the foreigner.

Check for expected arrival list for the house position. Check foreigner requirement from the voucher or confirmation letter, and note any special rooming requirement. Block room in the room rack and inform housekeeping to make the room ready before the arrival of the foreigner. Ensure that keys of particular rooms are available at the reception. Inform to concerned person to make arrangement for the traditional welcome.

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ARRIVAL

This is the stage where the guest comes to the hotel based on the reservation and registers himself in a room. If he is a walk-in guest he is directly come to the hotel and enquire about a room. If he is satisfied he will take a room and register himself. Registration is where the guest makes payment for the room and he handed over the room key from the hotel. He is then given the registration card to fill. He is a foreigner he has to produce valid passport, visa and foreign currency purchase certificate. The amount he is carrying (1000$) is endorsed on the back side of the passport, only if all these documents are clear a room is given to the foreigner.

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POST ARRIVAL PROCEDURE

• The arrival register has to be updated.• The room chart has to be updated.• Arrival slip is prepared and send to all

departments to inform the arrival of the guest.

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OCCUPANCY

This is the stage where the guest is now staying in the hotel. H e has provided various services like:-

Information.Ticket booking.Message handling.Mail.Etc by the front office.

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DEPARTURE

Departure when a guest arrives, the door man buzzes the bell captain desk for a bell boy. The bell boy should wish the guest and collect his baggage and bring it into the lobby via baggage entrance and place baggage at the bell desk which is located normally opposite the reception counter. The bell boy should wait for the guest to register at the front office. If the hotel has tags to identify the baggage these should be attached to the baggage. Inform scanty baggage to the lobby manager or front office.

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TASK 3

EXPLAIN HOW THE HOUSEKEEPING

DEPARTMENT CONTRIBUTES TOWARDS

EARNING HOTEL REVENUE?

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IMPORTANCE

In order to meet the expected arrivals of the day the housing dept should inform the front office with proper information about the ready room. No hotel would like to provide a room to their guest in an unclean condition.

Cleanliness is important for and also for well being. One can clean by a dirty method but one has to be taught the clean and the right method.

Housekeeping in a hotel provides the accommodation for the guests. The hygiene of housekeeping is essential. The hygiene factor must be always present.

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CONTRIBUTION IN HOTEL REVENUE

In most hotels the major part of the revenue comes from the rooms. A room empty for one night is a loss for the hotel. Cleanliness may be a reason for low occupancy. This simply shows the importance of cleanliness.

From the cleanliness of the lobby, restaurant, public area, public area toilets, and also from the state cleanliness of the staff uniform a guest can judge a lot about the hotel the result of which may be positive or negative.

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TASK 5

HOW TO HANDLE DIFFERENT SITUATIONS WHICH CAN OCCUR

DURING A GUEST STAY. THE CASE STUDIES CAN BE ON ANY OF THE

FOLLOWING OF THE GUEST STAY:-

RESERVATION. REGISTRATION. GUEST STAY. DEPARTURE.

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SITUATION [DEPARTURE]

Once in a hotel there was a guest want to take a room for 2 days. After 2days the guest goes. But he forgets to take his mobile. After sometime the housekeeping people went to that room to clean the room. That time they got the mobile of the guest. They gave that mobile to the front office. Next day the guest came there and ask the front office for his mobile.

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SOLUTION

Front office manager asks him the identification marks of the mobile. Then the guest has to be given them to the correct details. Then the front office manager gave him the mobile.

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TASK 6

A LAYOUT OF A STANDARD ROOM AS PER THE CURRENT

SCENARIO OF THE HOTEL INDUSTRY.

AFTER ANALYSING THE GUEST SUPPLIES, AMENITIES,

DÉCOR AND CLEANING STANDARDS, DESIGN ASTANDARD ROOM

FOR FUTURE

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LAY OUT OF A STANDARD ROOM

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CONCLUSION

By doing this assignment I can understand the duties and responsibilities of front office and house keeping department. In this two departments mainly the house keeping department is taking the responsibilities of the rooms and also the food and beverage sections. These are one of the most important part of a hotel.

Once again I would like to thank my hospitality faculty Mr. James sir because he gave me a golden opportunity to do this assignment. Last but not the least I would like to thank the almighty god for his blessings.

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BIBLIOGRAPHY

• www.google.com• www.slideshare.com• www.wikipedia.org