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Group as the name suggests is a number of people traveling together and booking a number of rooms in advance. Group reservations constitute a great responsibility on the hotel and need to be planned and organized well. The sources of Group business are: (i) Travel agents (ii) Tour operators (iii) Convention bureaus (iv) Meeting planners (v) Embassies (vi) Corporate houses (vii) Government ministries Travel Agents and Tour Operators plan Group movements well in advance. Rooms are requested by them to be “ BLOCKED” for a certain group. Efforts must be made to write down as much information about the group as possible from the booking source. Every group is given a code number; it is important to plan meals for so many persons at a time as groups usually take the MAP (Modified American plan) or AP (American Plan). A special venue must also be planned to accommodate them in a group. A BULK Room Reservation form is filled in when a booking occurs: S.No:_____S S.No:__________ Group No:___________ Name of Tour Operator____________________ Group leader’s name______________ Telephone no: _____________________ Number of pax in the group_________ Fax No: ___________________________ Date of Arrival___________________ Time of Arrival________________________ Date of Departure_________________ Time of Departure______________________
Rooms No Rate days Breakfast
SINGLE DOUBLE TRIPLE Special requirements & instructions: Date:__________________ Billing: Rooms………F&B…….Extras…. Signature……………………..
2|Page THE VIP LIST Who is a VIP? Although a good hotel ensures that all guests are treated alike, VIP’s , because of their special status such as of Managing Directors of Companies, Politician, Very Regular Guest, o a famous Sports person, or anyone that is important for the Hotel, are treated with MORE PERSONAL ATTENTION than other guests. Before a VIP arrives, it is the duty of the Front Office department to inform everybody about the guest’s arrival, which room is blocked, and what special amenities are to be kept in the room. A VIP list is generated by Front Office in the night shift. On the VIP list, the name of the guest, room number blocked, the reason why he is a VIP, his affiliation( Company name etc.) and the date of his arrival and departure. On the basis of the VIP list which is sent to all departments of the hotel, the GRE arranges the VIP welcome in the lobby, a welcome drink which may consist of a non-alcoholic beverage, usually served by room service or by the Lobby Bar, and a photographer. Similarly, the Housekeeping department informs the Room Attendant to take special care of a VIP arrival. According to the VIP list, pre-registration is done for all VIP arrivals. The registration card is handed over to the GRE or the Lobby Manager to escort the guest to the room where the reg. card is signed. The VIP list also indicates to the Front Office Cashier that a VIP guest is departing and the bill should be kept ready without any mistakes, so that the VIP guest does not have to wait on check-out. The VIP list informs the Bell captain to provide extra newspapers in the evening to the VIP rooms that are occupied and to anticipate their departure. The VIP list is of special interest to the General Manager who needs to know their profiles and perhaps makes a courtesy telephone call or meets them personally. Remember, the VIP is supposed to be an influential person no matter what line he may be from, so a bit of PR exercise by the top Management does not hurt but helps.
HANDLING FOREIGNERS: Hotels today all over the world have a large ratio of foreigners to domestic guests who take accommodation particularly. The Registration Card has special columns which are required to be filled up by the Foreign Nationals on arrival. Passport Details are required ; the Receptionist must ensure that the details are correct. It is better to request the guest to hand over his passport to verify that all the details filled in is accurate. The reason is because a “C” form has to be filled up by the Front Office and it’s against the law to furnish wrong information about a foreigner. The Hotel is responsible for all such lapses ; the guest may have checked out and nothing can be remedied after that. A Certificate of Registration Column on the Registration Card is filled up by those foreigners who are on a ‘work-permit’ or ‘contract’ with an Indian Company and has been granted permission by way of a Certificate of
3|Page Registration. Such guests who visit the hotel must fill up the number of the certificate of registration and the place/ date of issue & expiry of the certificate. Foreign Currency is accepted by hotels at the Front Office Cashier. All foreigners are supposed to pay their hotel bills in foreign currency. However, Hotels are ‘restricted money changers’ and can not sell foreign currency like ‘Bureau de change’ or ‘Money Changers’. Only certain ‘hard currencies’ are accepted by Front Office Cashiers in hotels. The currencies accepted are : US Dollar, UK Pounds and The Euro more commonly. A ‘Foreign Currency Encashment Certificate’ is made by the FOC and handed to the guest when such a transaction is done, whether to settle a bill or to exchange money. The exchange rate varies day to day depending on the affiliated Bank’s rates. This is displayed on an electronic forex board at the Front Office Cashier’s counter. Incase of refund of the balance , Hotels give the guest Indian Currency and mention the amount on the encashment Certificate. This amount is as good as foreign exchange and can be used in a future hotel bill payment. Where groups are involved, the Hotel usually deals directly with the group Leader. Foreign groups are also provided with a Tour Operator or Liason agent who helps run things smoothly for the hotel and the group. Airline Crew bring their Allowance Sheets with them . A copy is handed to Reception on arrival; this form contains the Names, Passport Details and Arrival/Departure time for the entire crew. Rooms are usually provided in the quieter part of the hotel as crew need to rest and have odd hours for waking and sleeping. Airline Crew consist of the Cockpit Crew : Captain, First Officer and Flight Engineer ; and the Cabin Crew- Flight Purser, Cabin services Supervisor, and flight attendants ( ladies are called stewardesses). They usually come in separate transport: A car for the Cockpit or Flight Deck Crew and an AC Bus for the cabin Crew. Wake up calls are handled carefully to ensure the Crew are ready for pick-up according to the schedule given. Every room gets a wake call and a reminder after 5 minutes. If any one in not answered, the Bell Captain goes up with the Master Key to give a manual wake call.
The department of Tourism classification functioning hotels under the star system, into five categories from 1-star to 5-star for this purpose a permanent Committee, the Hotel and Restaurant Approval and Classification Committee has been set up which inspects the applicant hotels to assess their suitability or otherwise for award of the star category and are placed on the approved list of the Department. Approved hotels become eligible to various fiscal relief and benefits. The department intercedes on behalf of such hotels whenever necessary to ensure that their needs get priority consideration from various concerned authorities. These hotels also get worldwide publicity through tourist literature published by the Department of Tourism and distributed by the Government of India Tourist Offices in India and abroad. Approved hotels become eligible for foreign exchange for their import of essential equipment and provisions and for their advertising, publicity and promotion under the Hotel Incentive Quota Scheme. To be eligible to apply for classification hotel must fulfill the following minimum basic requirements: i) The Hotel must have at least 10 lettable bedrooms. ii) Carpet areas in respect of rooms and areas of bathroom should by and large adhere to the following limits: Categories of Hotel • 5 Star/5 Star Deluxe Hotels Single Double Bathrooms • 4 Star & 3 Star Hotels Single A/C and Single Non A/C Double A/C and Double Non A/C Bathrooms Area standard for bedrooms/bathrooms 180 sq.ft. 200 sq.ft. 45 sq.ft. 120 sq.ft. 140 sq.ft. (Extra area may be provided if twin beds are to be provided) 36 sq.ft.
• 2 Star & 1Star Hotels Single A/C and Single Non A/C Double A/C and Double Non A/C Bathrooms -
100 sq.ft. 120 sq.ft. (All rooms should have ventilation And ceiling fans) 30 sq.ft. Or subject to local bye-laws
Failure to satisfy these conditions will disqualify a hotel for consideration.
5|Page The general features, facilities and services expected of hotels in the different star categories are broadly described below:
FIVE STAR CATEGORY General features: The facade, architectural features and general construction of the hotel building should have the distinctive qualities of a luxury hotel of this category. The locality, including the immediate approach and environments, should be suitable for a luxury hotel of this category and there should be adequate parking space for the cars. The hotel should have at least 25 lettable rooms, all with attached bathrooms with long bath or the most modern shower chambers. All public rooms and private rooms should be fully air-conditioned and should be well equipped with superior quality carpets, curtains, furniture, fittings, etc. in good taste. It would be advisable to employ the services of professionally qualified and experienced interior designers of repute for this purpose. There should be an adequate no. of efficient lifts in the building of more than two storeys (including the ground floor), with 24 hrs. service. There should be a well-designed and properly equipped swimming pool. Facilities: There should be a reception; cash and information counter attended by highly qualified, trained and experienced personnel and conference facilities in the form of one or more conference rooms, banquet hall and private dining rooms. There should be a bookstall, a beauty parlor, barbershop, recognised travel agency, florist and a shop for toilet requisites and medicines on the premises. There should be a telephone in each room and a facility of radio or relayed music in each room. There should be a wellequipped, well-furnished and well-maintained dining room, restaurant on premises and whenever permissible by law, there should be an elegant, well-equipped bar/ permit room. The pantry and cold storage should be professionally designed to ensure efficiency of operation and should be well equipped. Services: The hotel should offer both International and Indian cuisine and the food and beverage service should be of highest standard. There should be professionally qualified, efficient and courteous staff in smart, clean uniforms. The staff coming in contact with the guests should understand English. The supervisory staff knowing at least one continental language should be rotated on duty at all times. There should be 24 hrs. Services for reception, information and telephones. There should be provision for reliable laundry and dry cleaning services. Housekeeping at the Hotel should be of the highest possible standard and there should be plentiful supply of linen, blankets, towels, etc., which should be of the highest quality available. Each bedroom should be provided with a good vacuum jug thermos flask with ice cold, boiled drinking water except where centrally chilled purified drinking water is provided. There should be special restaurant/dining room where facilities for dancing, orchestra are provided. FOUR STAR CATEGORY: General Features: The architectural features and general construction of the building should be distinctive and the locality including the immediate approach should be suitable for a hotel of this category. There should be adequate parking facilities for cars.
6|Page The hotel should have 25 lettable rooms all with attached bathrooms. At least 50% of bathrooms must have long baths of the most modern shower chambers, with 24 hrs service of hot and cold running water. All public areas and private rooms should be well furnished with carpets, curtains, furniture, fittings etc. in good state. It would be advisable to employ the services of professionally qualified and experienced interior designer of repute for this purpose. There should be an adequate number of efficient lifts in building of more than two storeys (including ground floor). There should be wellappointed lobby and ladies, gents cloak rooms equipped with fittings and furniture of the highest standard. Facilities: There should be a reception, cash and information counter attended by, trained and experienced personnel. There should be bookstall, recognised travel agency, money changing and safe deposit facilities and a left luggage room on the premises. There should be a telephone in each room and provision for a radio or relayed music in each room. There should a well-equipped, well-furnished and well-appointed dining room/restaurant on the premises and where ever permissible by law, there should be an elegant and well-equipped bar/permit room. The kitchen, the pantry, cold storage should be professionally designed to ensure efficiency of operation and should be well equipped. Service: The hotel should offer both International and Indian cuisine and the food and beverage service should be of highest standard. There should be professionally qualified, efficient and courteous staff in smart, clean uniforms. The staff coming in contact with the guests should understand English. It will be desirable for some of the staff to posses the knowledge of foreign language and staff knowing at least one continental language should be rotated on duty at all times. There should be 24 hrs services for reception, information and telephones. There should be provision for reliable laundry and dry cleaning services. Housekeeping at the Hotel should be of the highest possible standard and there should be plentiful supply of linen, blankets, towels, etc., which should be of the highest quality available. Similarly the cutlery and the glass wear should be of the highest quality available. Each bedroom should be provided with a good vacuum jug thermos flask with ice cold, boiled drinking water except where centrally chilled purified drinking water is provided. There should be special restaurant/dining room where facilities for dancing, orchestra are provided. THREE STAR CATEGORIES. General features: The architectural features and general construction of the building should be of a very good standard and the locality including the immediate approach should be suitable for very good hotel of this category. There should be adequate parking facilities for cars. The hotel should have at least 20 let table rooms all with attached bathrooms with bathtubs and/or showers. The bathrooms should be with hot and cold running water. At least 50% of the rooms should be air-conditioned and the furniture and furnishings such as carpets, curtains, etc., should be of a very good standard and design. There should be adequate number of lifts in the building with more than two storeys (including the ground floor). There should be a well appointed lounge and separate ladies and gentlemen’s cloak room equipped with fittings of a good standard. Facilities: There should be a reception and an formation counter attended by qualified staff, and a bookstall recognised travel agency, money changing and safe deposit facilities on the premises. There should be a telephone in each room (except in seasonal hotels where there would be a call bell in each room and a telephone on each floor for the use of hotel. There should be a well equipped and well maintained
7|Page Air-conditioned dining rooms /restaurant and where permissible by law, there should be a bar/permit rooms. The kitchen, pantry and cold storage should be a clean organised for orderliness and efficiency. Service: The hotels should offer good quality cuisine both Indian as well as continental and the food and beverage service should be of a good standard. There should be qualified, trained, experienced, efficient and courteous staff coming in contact with the guests should be provision for laundry and dry cleaning service. Housekeeping at the hotel should be of a very good standard and there should be adequate supply of linen, blankets, towels etc., of good quality. Similarly, cutlery, crockery, glassware should be of a good quality. Each bedroom should be provided with vacuum jug/thermos flask with cold, boiled drinking water. The hotel should provide orchestra and hall room facilities and should attempt to present specially choreographed Indian Cabaret. TWO STAR CATEGORY General Features: The building should be well constructed and the locality and environs including the approach should be suitable for a good hotel. The hotel should be at least 10 lettable bedrooms of which at least 75% should have attached bathrooms with showers and a bathroom for every four of the remaining rooms and should be with modern sanitation and running cold water with adequate supply of hot water, soap and toilet papers. 25% of the rooms should be air-conditioned (where there should be heating arrangements in all the rooms) and all rooms must be properly ventilated clean and comfortable with all the necessary items of furniture. There should be a well-furnished lounge. Facilities: There should be a reception counter with a telephone. There should be a telephone or call bell in each room and has a separate telephone. There should be a wellmaintained and well-equipped dining room / restaurant serving good, clean wholesome food and a clean, hygienic and well-equipped kitchen and pantry. Service: There should be experienced, courteous and efficient staff in smart and clean uniforms. The Supervisory staff coming in contact with guests should understand English. There should be provision for laundry and dry cleaning services. Housekeeping at the hotel should be of good standard and good quality linen, blankets, towels etc., should be provided. Similarly, crockery, cutlery and glassware should be of a good quality. ONE STAR CATEGORY: General Features: The general construction of building should be good and the locality and environs, including immediate approach should be suitable. The hotel should have at least 10 lettable bedrooms of which at least 25% should have attached bathrooms with a bathroom for every 4 of the remaining rooms. At least 25% of the bathrooms should have western style WCs. All bathrooms should have modern sanitation and running cold-water wit adequate supply of hot water, soap and toilet paper. The rooms should be properly ventilated and should have clean and comfortable bed and furniture. Facilities: There should be a reception counter with a telephone and a telephone for the use of guests and visitors. There should be clean and wholesome food and there should be a clean well equipped kitchen and pantry. Services: There should be experienced, courteous and efficient staff in smart and clean uniforms and the senior staff coming in contact with guests should possess working knowledge of English. Housekeeping at the hotel should be of a good standard and clean
8|Page and good quality linen, blankets, towels etc., should be supplied. Similarly, crockery cutlery and glassware should be of good quality. A classification fee at the following rate is payable by the hotels supplying for classification: Star Category Amount in Rs. One star 2000/Two star 3000/Three star 4000/Four star 6000/Five star 8000/Five star deluxe 10000/The classification fee is payable by means of a demand draft drawn in favour of the Pay & Accounts Officer, Department of Tourism, New Delhi. For Re-classification, fee will be 50% of the above fee. The application for One, Two and Three star category Hotels should be addressed to The Regional Director, Government of India Tourist Office, M. Karve road, Mumbai 400 020. Where as the applications for Four, Five and Five Deluxe category hotels should be addressed to The Assistant Director (Hotels), Department of Tourism, Government of India C-I Hutments, Dalhousie Road, New Delhi, 110011. For each of these categories of star classification the hotel have to fulfill three classes of criteria, E - Essential, N - Necessary, D - Desirable. For each of these criteria there are maximum marks allotted. Supplementary Accommodation This consists of all types of accommodation other than the conventional hotel type. This can be described as premises which offer accommodation but not the extra services of a hotel. It is a very economical type of accommodation. Main distinguishing features : 1. The standard of comforts is modest as compared to that of a hotel. 2. The accommodation is sold at a very low price. 3. They have an informal atmosphere and freedom regarding dress code. 4. There is more emphasis on recreation, entertainment and sports. Supplementary accommodation plays a very important role in the total available tourist accommodation in the country. It caters to both international & domestic tourist traffic. Types of supplementary accommodation : ♦Sarais / Dharamshalas (inns) ♦Youth hostels e.g.YMCA ♦Camping sites. ♦Circuit houses / Dak bunglows -- Govt. accommodation. ♦Tourist bungalows -- M.T.D.C. holiday camps. ♦Traveler’s lodges or Forest lodges. ♦Dormitories. ♦Paying guest accommodation. ♦Rotels ( hotels on wheels e.g. Palace on wheels) ♦Floatels ( Hotels on Water e.g. House boats)
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