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TRAINING REPORT

ON
HOTEL DESERT TULIP, JAISALMER

BY

SAGAR KHANNA
Roll No: - 1523056
Msc. ATHM (4TH SEM)

SUBMITTED TO

IN THE ACADEMIC YEAR


2016-2017

THROUGH
INSTITUTE OF TECHNOLOGY AND FUTURE MANAGEMENT
TRENDS,
NEW CHANDIGARH (PUNJAB)
INDUSTRIAL TRAINING REPORT
ON
HOTEL DESERT TULIP JAISALMER
HOTEL DESERT TULIP
JAISALMER
CERTIFICATE

This is to certify that Mr. Sagar Khanna, a student of Punjab Technical University has
successfully completed His Training at Hotel Hotel Desert Tulip, Jaisalmer.
and submitted training report on the Hotel Desert Tulip, Jaisalmer

in the academic year 2016-17, under my guidelines and supervision in connection with his Master
Degree in Airlines, Tourism and Hospitality Management.
03 months Industrial Training is an integral part of Completion of Msc. ATHM Degree from
Punjab Technical University.
ACKNOWLEDGEMENT

First and foremost, I thank almighty for keeping me hale and healthy for successful completion of
the project.

To carry out this research work I have got the help from my parents who have given
full support to carry out this research work. They are the one who motivated and helped for the
completion of this project report.

Further, I would like to thank Mr. Parveen Pathak (General Manager), Mr. ANKIT
SAXENA (Front Office Manager) and their employees who have given full supported and
cooperated with me to carry out this research work. Then I would like to thank Mr. Banwari
Jangid (Reservation Manager) who has supported me to fill the questionnaire and carry on my
research work.

I am also thankful to the employees of Hotel Desert Tulip, Jaisalmer who have
supported me. The HR Manager of Hotel Desert Tulip, Jaisalmer and their employees who have
helped me for the project work by filling the questionnaire.

I express my deepest gratitude to Our College Managing Director Mr. Gulshan Sharma for giving
me this opportunity to do this project.

I profoundly thank our Head of the Department Mr. Aditya Chambyal for providing
a great opportunity to do this project.

Signature :
Name of the student : Sagar Khanna
Date:
TABLE OF CONTENT

CHAPTER PARTICULARS PAGE


NUMBER
FRONT PAGE I
COVER PAGE II
CERTIFICATE IV
ACKNOWLEDGEMENT VII
INDEX
1 INTRODUCTION TO HOTEL 1
2 HISTORY OF HOTEL
3 DETAILS OF HOTEL
A. FRONT OFFICE
4 TRAINING ASPECTS
A. DIFFERENT DEPARTMENTS OF TRAINING
B. DETAILED TRAINING EXPERIENCE
C. LEARNING OUTCOME
5 SUMMARY
6 CONCLUSION
7 ANNEXURE
8 BIBLIOGRAPHY
Hotel Desert Tulip, Jaisalmer

Desert Tulip Hotel & Resort is a luxury hotel built in a Rajasthani Haveli style in yellow
sandstone at Jaisalmer. The hotel is a blend of Rajasthani character and hospitality with modern
comforts. The hotel is located within close proximity of the majestic Jaisalmer Fort.

Reasons to Visit

Luxury Hotel at Jaisalmer built in a Rajasthani Haveli style


64 spacious and lavish, tastefully designed rooms categorized into Deluxe Rooms, Mini
Suites, Apartment Suites, and Swiss Tents
In room amenities include AC, LCD TV, work desk, electronic safe, minibar, Wi-Fi, and
tea/coffee maker
F&B areas include a multi-cuisine restaurant (Ciro), a rooftop restaurant overlooking the
Jaisalmer Fort (Mehraab), and a bar (Saanjh)
Recreational facilities include a fitness centre, swimming pool with a bar, kids zone; and
a games room having a pool table, and board games
Traditional Rajasthani folk music and dance performances arranged in the evening
Audio-visually equipped conference room with an open terrace for business meetings,
high-teas and conferences, and a banquet hall with a capacity of 250 persons
Other services offered include business center, laundry, travel desk, and currency
exchange
Recommended for premium / luxury holiday travellers to Jaisalmer

Know It

Located at 2.5 kms from Jaisalmer Fort


Located at 2 kms from Jaisalmer Railway Station

Recommendations

Hotels for Luxury Travellers to Jaisalmer


"A luxury hotel built in a Rajasthani Haveli style in yellow sandstone at Jaisalmer. The
hotel is a blend of Rajasthani character and hospitality with modern comforts. The hotel
is located within close proximity of the Jaisalmer Fort. Recommended for all luxury
travellers to Jaisalmer."

About Jaisalmer Fort

Jaisalmer is visited for its Fort, restored cenotaphs, temples and Sand dunes all around it. It
comes alive during the desert Festival in Jan end. More

Jaisalmer Fort is one of the largest fully preserved fortified cities in the world. It is situated in
the city of Jaisalmer, in the Indian state of Rajasthan. It is a World Heritage Site. It was built in
1156 AD by the Rajput ruler Rawal Jaisal, from whom it derives its name. The fort stands
amidst the sandy expanse of the great Thar Desert, on Trikuta Hill. Before the days of the British
Raj, the fortress city served as a refuge and way-station for caravans and travelers along the Silk
Road. Its ramparts served as the backdrop for many battles in past centuries when the Silk Road
still served as one of the main trade routes between East and West.
The fort's massive yellow sandstone walls are a tawny lion color during the day, fading to honey-
gold as the sun sets, thereby camouflaging the fort in the yellow desert. For this reason, it is also
known as the Sonar Quila or Golden Fort. The fort is located along the southern edge of the city
that bears its name, and is perhaps one of the more striking monuments in the area, its dominant
hilltop location making the sprawling towers of its fortifications visible for many miles around.

In 2013, at the 37th session of the World Heritage Committee held in Phnom Penh, Cambodia,
Jaisalmer Fort, along with 5 other forts of Rajasthan, was declared a UNESCO World Heritage
Site under the group Hill Forts of Rajasthan.

Things to do in Jaisalmer

Places to Visit

Must Visit :- Jaisalmer Fort


Pilgrimage :- Lodurva Jain Temple Complex
Popular :- Patwon Ki Haveli, Gadisar Lake, Bada Bagh
Special Interest :- Kuldhara Deserted Village
While you are There :- Thar Heritage Museum

Excursion

Sam Sand Dunes (40 kms), Tanot Mata Temple (120 kms), Khuri Village (45 kms)

Places visited Enroute

Kolayat (51 kms), Ramdevra Temple (118 kms)

Access

Nearest Railway Station Jaisalmer


Nearest Airport - Jodhpur (305 kms), Udaipur (492 kms), Ahmedabad (535 kms)
Distance from Major Cities - Jodhpur (305 kms), Ahmedabad (535 kms), Jaipur (560
kms), Gandhidham (603 kms)
History of Jaisalmer

The fort was built by Rawal Jaisal in 1156 CE. Jaisal conspired with the Sultan of Gaur to
dispose his nephew Bhojdev from his territory. The other important event of the fort was during
1276 when King Jetsi strengthened the fort against the invading Sultan of Delhi. The 56 bastions
were manned by 3,700 soldiers. After eight years of invasion and siege, the Sultan's army finally
breached and destroyed the castle. Bhatis took control of the fort, but had no means to repair it.
In 1306, Dodoo was elected the Rawal for his bravery for ejecting the Rathors. He subsequently
took up the work of repairing and strenghening the fort.

During the medieval period, the city's location along the Silk Road enabled it to serve as a major
center of international trade, and as a warehousing facility for such trade. As such, it facilitated
trade and commerce between Persia, Arabia, Egypt, Africa and China. The offering of such
services for such commerce required a dependable means of security, and thus the fort came into
being.

The fort contains 3 layers of walls. The outer or the lower layer is made out of solid stone blocks
and it reinforces the loose rubble of Trikuta Hill. The second, or middle, wall snakes around the
fort. From the innermost, or third, wall, the Rajput warriors once hurled boiling oil and water as
well as massive blocks of rock at their enemies, who would become entrapped between the
second and third walls. The defenses of the fort include 99 bastions, of which 92 were built
between the period of 1633-47.
Ala-ud-din Khilji attacked and captured the fort in the 13th century and managed to hold it for 9
years. During the siege of the fort the Rajput women committed Jauhar. The second battle at the
fort began in 1541, when Mughal emperor Humayun first attacked the fort city. The Rawal was
eventually overwhelmed by the repeated assaults of the Mughal emperors and finally agreed to
parly with Akbar, Humayan's successor, in 1570, offering his daughter in marriage to the
emperor in the process.

The fort remained under the control of Mughals until 1762 when Maharawal Mulraj took control
of the fort. Due to its isolated location, the fort escaped the ravages of the Marathas. The treaty
between the East India Company and Mulraj on 12 December 1818 allowed the Mulraj to retain
control of the fort and provided for protection from invasion. After the death of Mulraj in 1820,
his grandson Gaj Singh assumed the reins of the fort.

With the advent of British rule, the emergence of maritime trade and the growth of the port of
Bombay led to the gradual economic decline of Jaisalmer. After independence and the Partition
of India, the ancient trade route was totally closed, thus sealing the fate of the city. Nonetheless,
the continued strategic importance of Jaisalmer was demonstrated during the 1965 and 1971
wars between India and Pakistan Although at one point the entire population of Jaisalmer lived
within the fort, it today has a resident population of about 4,000 people who are largely from the
Brahmin and Daroga communities. They are mostly descendants of the workforce of the Bhati
rulers of Jaisalmer which was permitted to reside within the fort's premises. With an increase in
population, people gradually relocated to the foot of the Trikuta Hill and the town of Jaisalmer
spread out from the fort.
DETAILS OF THE HOTEL

Hotel Desert Tulip, Jaisalmer

Location: No. 4, Hotel Complex, Jodhpur Road, NH 15

Jaisalmer, Rajasthan 345001 India

Phone: +91 2992 255 782 | 83 | 84

Fax: +91 2992 255 785

Managed by: Managing Director of Hotel (Mr. Krishan Doyal)

Famous for: MICE Tourism

Major Attractions: Business Facilities, Restaurants, Fort View Rooms and A Bar.

Hotel Highlights:

Situated on No. 4, Hotel Complex with Jaisalmer scenic views.

Easy connection to International and Domestic airport

Hotel Information:

Check in and Check out

Check-in: 12:00pm

Check-out: 12:00pm

Property Information:

2 floors, 64 rooms, 04 suites

02 meeting rooms, 5000sq ft. of total meeting space


Services:

Complimentary Service

Buffet breakfast

Coffee/tea in-room

Shoeshine

Business Services:

Copy service

Fax service

Messenger service

Network/Internet printing

Secretarial service

Translator

Guest Services:

Babysitting

Concierge desk

Evening turndown service

Housekeeping service daily

Laundry on-site

Newspaper in lobby

Room service, 12:00Am - 11:59Pm,24-hour

valet dry-cleaning
FACT FILE

Rated as: 4 Star Deluxe

Rooms: 64 rooms, 04 suites

In Room Facilities: Air Conditioning, Coffee Maker, Cable Connected Televisions,


Refrigerator, Trouser Press, Hair Dryer, Mini Bar, Safe, Individual Climate Control, Iron and
Ironing Board.

Hotel Amenities: Concierge Desk, Evening Turn Down Service, Housekeeping Service Daily,
Laundry on Site, Newspaper Delivered to Room, Newspaper in Lobby,24 Hours Room Service,
Safe Deposit Boxes, Front Desk, Valet Dry-Cleaning, book Stores, Shopping, Florist.

Must Enjoy: Traditional Rajasthani folk music and dance performances arranged in the evening.

Recreational Facilities: Swimming Pool, Facilities for Spa, Fitness Equipments.

Eating Restaurants: Our two multi cuisine restaurants, CIRO and MEHRAAB and SANJH
the Bar offering mouth watering cuisines, from the native land blend well on the palate. For a truly
remarkable dining experience, enjoy Mehraab, the rooftop restaurant with a breathtaking view of
the Jaisalmer Fort and picturesque sunsets. Open air Bar-be-que with bonfire and traditional
entertainment will capture your evening.

Must Try: Enjoying Internationally Reputed Drinks and Mediterranean Food at the bear Inside
the Hotel

Conference Facility: 02 Meeting Room, 1 Breakouts Meeting Rooms.

Business Equipments: High Speed Internet access, Copy Service, Fax Service, Full-Service
Business Center, Messenger Service, Network/Internet Printing, Secretarial Service, Translator.

Inside Tip: Most of the Dining Restaurants Require advanced reservation.

Getting There: Airport - 340kms, Railway Station 04 kms.


FRONT OFFICE

INTRODUCTION

Front office deals in accommodating guest in the hotel and is a very important
department. It is an essential because it deals with the allocation of room, which is a major income
of hotel. The way in which a receptionist deals with the guest has d direct impact on the guest.
Front Office is one department, which deals with guest directly. A receptionist, with his
salesmanship can induce the guest to stay at the hotel and in this way it increases the revenue the
of the hotel.

The person at the reception carries the perpetuation of the hotel with him. They take
down the Check INS of the guests and groups. They hand over the keys to the guest too. The first
thing done by an assistant is to check whether the guest has a reservation or not. In case he is not
shown any reservation and the guest is a walk in then the guest can be straight away refused in
case he is suspected of any untoward thing. In case the guest has a booking then a registration card
is given to him to fill up board. The require details. (the card attached along with the page for every
detail. Then the guest is handed over the key to his room, which the assistant checks on his room,
which the assistant checks on his computer and allots

The bellboy then leads the guest away to his room. Then the assistant enters the details
of the card into his computer. An identification number is given to the guest who is written down
on the registration card. Then the rate is checked in the computer and after everything is ascertained
then the entry is made in the guest arrival register.

First Impression is the last impression. The first department with guest comes in
contact. Front office department is just one of the department, working towards the satisfaction of
the guest.

For a hotel Room Sold Revenue. Room are the major operating revenue producing
department. It covers 80-85% of hotel revenue & does not need investment frequently.
INTERDEPARTMENTAL CO-ORDINATION

1. Houekeeping: Both Front office and Housekeeping are concerned with rooms. The form
with letting the rooms & latter with preparation of room. For this is to be done efficiently there
must be constantly exchange of information between the two department. The housekeeping
informs the front office about the occupancy thrice a day. It also informs about room change being
done out of order rooms, rooms taken for re-decoration. Which helps in smooth functioning of
Front office an also sale of room without delay.

2. Security: Co-operation here is mainly concerned with prevention of fire theft and safe keeping
the property.

3. Telephone: Reception and information assistant after receiving any request for wake up call,
pass is on to telephone operator department keeps the Front Office posted with the information
regarding any STD, ISD or personal calls made by the guests of various rooms so that the Front
office cashier can do the posting the guest general accounts.

4. Accounts: There is a close co-operation between Front Office cashier and lobby staff. The
receptionist informs cashier about walk-in or scanty baggage and ask him to take an imprint of
credit card of cash in advance. Bell caption fells cashier about our so the he can prepare the bill
for presentation.

5. Sales: Sales & Front Office department co-ordinate on management level in improving the
rooms sale on lean occupancy days. Sales department sets the rates corporate companies that are
corporate and the meal plan rates, which is sent to the reservations.

6. Other F &; B outlet: Front office sends information to different F & B outlet about the
group arrival in advance. So, that they can prepare themselves in advance
HIERARCHY

(FRONT OFFICE DEPARTMENT)


JOB DESCRIPTION

FRONT OFFICE MANAGER:

1. He is responsible for the functioning of this department.

2. He checks staff attendance, duty roster & sanction leaves.

.3. He handles staff disputes.

4. He deals with guest complaints.

5. He sets, maintains the hotel standard & operating procedures.

6. VVIPS & VIPS are treated as per his specifications.

7. Introduction of new systems viz. The instant reservation system needs his consent. He grooms
staff in this aspect.

DUTY MANAGER

1. Present all the time in his desk.

2. This manager is more concerned with the rapport with the guest than any actual paper work as
the Front office manager

3. At night Duty Manager looks over the functioning of the department.

SPECIFIC RESPONSIBILITIES

4. Meeting all the guests on arrival and departure.

5. Ensure that room blocking are done on time and information disbursed to relevant departments

6. Implementation on the VIP check in procedure STARGATE.

7. Proactive to arrangement for large block/VIP movements in terms of transportation, baggage


movement, staff.

8. Ensure smooth group checks in coordination with the Group Coordinator.


9. Double checking car pick-ups for all VIP guests.

10. Redressed of guest complaints and logs down incidents requiring the management attention
and follow up with decision when necessary. The would also include after midnight.

11. VIP escorting support.

CASHIER

There are 5 cashier who report to the Duty Manager on shift. There are 3 Shifts

Morning: 07.00 - 16.00hrs

Afternoon: 15.00 - 00.00hrs

Night: 22.00 07.00hrs

In each shift 1 cashier is on duty.

1. At the beginning of each shift the float is counted and should match the handover sheet amount.
The exchange rate for the foreign currency is checked.

2. Any special handover, if any, is noted.

3. During the course of the shifts the check outs are taken.

4. The guest folios from various outlets are slotted into the correct slot in the pigeon hole. At the
end of the shift the float is counted, rebate reports, cash report, paid out reports, foreign currency
journal is printed.

5. The credit card transaction on E, D.C. are tallied with computer records

6. Handover is given to the next shift.

7. The float maintained at the hotel desert tulip.

8. Any excess is given to the account department and if it is less than money is taken from accounts.
RECEPTION

The reception operates 24x7. All the shifts besides handling Check INS, registrations & inquiries
are required to do certain tasks as listed below: -Morning Shift (07.00hrs-16.00hrs; 09.00hrs-
1800hrs)

1. Check for the house position for the & expect house position.

2. Check for expected arrival (EAL), crew and group movement.

3. The EAL breakup is done on the basis of type of check-in & time wise i.e. at the interval of
2hours starting from 0700hrs.

4. Take handover. Check the complaint register, log book and fax file.

5. Check the mail on hold file. Print a vacant room report & update it.

6. Room to be blocked as per prior request in liaison with Guest Relation Executive &
housekeeping.

7. Rooms for crew to be blocked and announced to housekeeping.8. Maintain a copy of the
functions of the day list. Housekeeping discrepancy to be completed within 30minutes of its
receipt.

8. Check on any follow up with reservation. Print rate info report & verify rates.

10. Registration card to be tallied with EAL & any missing registration card to be printed.

11. Complete handover book, log book & prepare the morning handover checklist. Distribution of
crew sheet if any to be done.

10. Registration card to be tallied with EAL & any missing registration card to be printed.

11. Complete handover book, log book; prepare the morning handover checklist. Distribution of
crew sheet if any to be done
ROOM RESERVATION

1) Check in/Check Out time 12.00 Noon.

2) All Bookings are confirmed/Guaranteed only if you hold confirmation voucher from
Indiatravelite.com.

3) In the case of "No Shows" the hotel /Indiatravelite.com reserves right to charge Retention
charges of 1 night to your credit card. Cancellation should be notified 72 hours prior to arrival in
Hotel.

4) Your Statement will show charge as "Top Communication".


CHECK-IN PROCEDURE

1. Ask the guest for the last name or the confirmation number after greeting the guest.

.2. Confirm with him the number nights he has reservation for.

3. Ask for guest preference regarding smoking/ non-smoking room.

4. Check for room availability.

5. Take down the information required in the registration card e.g. Payment details, passport details
etc.

6. Print the registration card.

7. Obtain signature on the registration card after confirming date of departure, room.

8. Confirm mode of payment and take an advance payment in case of cash payment & pre-
authorization in-case of credit cards.

9. Check-in the guest. Give the room keys & escort to the room. Wish him a pleasant stay.
CHECK-OUT PROCEDURES

1. Greet the guest and ask for the room number, verify his name.

2. Check for the minibar consumption with the guest.

3. Page the minibar department on the Triton Console about the guest departure.

4. Read the comments on the guest profile. Print the guest folio.

5. Present to the guest for verification and obtain his signature, on the folio.

6. Ask for mode of payment, in cash of direct payment.

7. If credit card, check if any pre-authorization has been taken on the card. If it has been taken,
then go offline and charge the amount on the guest credit card. If the pre-authorization is taken on
the card on that card, then swipe the card and charge the guest. Obtain the guest signature on the
credit card slip. Attach to the folio.

8. During the entire procedure, converse the guest, ask for feedback and scope of improvement.

9. Paid outs in case a guest wants a cash of rs500 is given without any commission and 5%
commission is charged on sum of rs500, the limit is only rs2500. The cash is only given against
credit card.

10. IOU This is for Interdepartmental cash transfers. Cash is given and an IOU form is signed as
a proof.

11. Rebates in case of wrong positions or comparison rebates are offered but have to be authorized
by the duty manager.
BELL DESK

01 Senior Caption

03 Bell Caption

14 Bell Boys

Shifts/Staffing

There are 4 shifts: -

Morning: - 0700-1600hrs

01 Bell Caption, 04 Bell Boys

Afternoon- 1500-0000hrs

01 Bell Caption, 04 Bell Boys

Night Shift: - 2200hrs 0700hrs

01 Bell Caption, 05 Bell Boys

General Shift: - 0900-1800hrs

01 Senior Caption
Check In / Guest Arrival

1. The guest is met at the porch & his luggage is kept at the bell desk.

2. After the guest has checked in, the room number is taken from the Front Desk & the luggage is
delivered to the room. The Errand Card is filled; the pieces of Luggages are noted on it.

3. If the guest is not accompanied by Guest Relation Executive then the Bell Boy Offers to explain
the hotel & room facilities to the guest.

4. In case of scanty baggage guests, the front desk is informed.

Check Out / Guest Departure

1. The baggage is collected from the guest room and tagged.

2. After the guest has checked out, the bell boy accompanies the guest to the porch,

keeps the luggage in the car & wishes a fond farewell.


Wake Up Calls

1. In case a guest does not respond to his/her wakeup call given by the operator, a

Bell boy goes to the room with the room key & rings the bell.

2. If the guest does not respond the room is opened & the guest is woken up.

Discrepancy

1. If there is a discrepancy between Housekeeping status & Front Office status, the

bell boy goes to the room to check it. If no guest response, the room is opened &

physically checked to see if any guest luggage is kept.

Group / Crew Distribution

1. The Group & Crew rooming list is prepared by the Front Desk & is distributed to

various departments by the Bell Boys.

2. The different departments are: - Minibar, Private Dinning, and Housekeeping.

This is done as & when prepared by the reception.


Front Office Function
The main function is Night Auditing: -

What is Night Audit?

The hotels financial management starts in the front office. This responsibility is shared with the
controllers office; it begins with the accurate and timely processing of guest accounts. This can
be a time-consuming process for the night auditor; it provides a balance of debit and credit
entries to guest and departmental accounts, which includes income and expense-generating areas
of the hotels, like restaurants, banquets.

Night auditor is also known as the in house auditor who is responsible for conducting audit and
generating reports for management. In a four-star hotel, night audit is very complicated and it
requires basic accounting, computer and hotel management knowledge and background.

Night Audit (NA) is basically composed of following important jobs like settling credit cards for
the day with bank to ensure money transfer from the guest's account to the hotel account. After
that, charging Room Tax from all the guests automatically to make sure that all staying guests
has been charged to their agreed rates against the room rent. Arranging reports for management
to reflect that day's business activities like revenue earned and expenses done.
Night Auditor also ensures that all phone calls and guests coming to front desk for different
matters are properly addressed and taken care of properly. In short its one of the most
responsible position in hotel management considering its responsibilities.

The night audit in the hotel, motel and bed and breakfast industry is a very important part of the
smooth running of a hotel or motel. In fact, next to the provision of excellent customer relations,
this is the most important aspect of the business side of the hotel, motel and bed and breakfast
industry. Taxes is the reason for this, the night audit is the determining factor for the amount of
taxes owed by the hospitality facility on tax day each year.
Under the heading Taxpayer Record of the facility are listed the Registration card, Room
revenue balance sheet, Daily control report, Housekeeper's report, City ledger, Monthly
Summary, Tax report room revenue sheet, and if the hotel is residential hotel then a Residential
record sheet is also needed. The daily and monthly report and the room sale, daily and monthly
accounting sheet must each balance with the daily and monthly tax sheet.
Night audit follow the prescribe designed routines:
to update the client folio,
Perform account closing for the day,
Prepare and distribute daily bill to the client.
Prepare and distribute a range of report. One of such report to management is perpetual
inventory of account receivable, that tell, how many receivable where owed at the beginning of
the day, how many were paid and how many were charges during the day and at the last the
closing balance of the day.

At the end of the year all of the summaries must balance with the annual tax sheet and this is the
amount of taxes owed to IRS for the hotel, motel or bread and breakfast facility. If, there is also a
restaurant or other sales departments within the main facility this also must be recorded and
reports prepared daily, monthly and annually.

DUTIES OF FRONT OFFICE DEPARTMENT

Different Departmental Totals:

Each department in the hotel is required to provide a daily sales report to the front office. These
figures are listed and compared to the budget goal. General Managers of hotels use these figures
to determine the profitability of income generating departments and the success of marketing
programs.

Bank Deposit:
In large hotels, bank deposits are made several times a day to satisfy security concerns.
The bank deposit includes both cash and credit-card deposits. It is important to note that
cash, business checks, and checks from credit-card companies are received several times
throughout the business day. After these credit-card companies are received several times
throughout the business day. After these to the corresponding guest or city ledger
account.
Accounts Receivable:
The accounts receivable is an ongoing listing of outstanding amounts owed to the hotel.
As mentioned, these potential sources of revenue are essential to providing positive cash
ow. Managing and updating these accounts, by reviewing them daily, is a primary
responsibility of the controller and general manager.
Cashiers Report:
In some hotels, the front desk clerk or cashier is responsible for proong and collecting
the various departmental daily reports. In those situations, the cash and credit-card
vouchers are added into the individual cashiers shift report. Also included in that report
are the amounts of cash and credit-card checks. received for application to accounts
receivable. Each cashiers shift report is veried by departmental daily reports, cash and
credit-card vouchers, and accounts receivable cash and credit-card check transactions.
These gures must be veried in the daily bank deposit. The cashiers report will also
note any variances in actual totals and PMS totals. Usually, the hotel will set a policy
regarding the front desk clerk or cashiers liability for these variances. For example, if the
actual amount collected is one cent to one dollar less than the amount obtained in the
cashiers report, the front desk clerk or cashier is not liable for the difference. Amounts
signicantly larger than one dollar will be investigated to see if such losses are regular
occurrences. When the actual amount collected is more than the amount obtained in the
cashiers report, the extra money will be maintained in a house fund to compensate for
under collections. These amounts should also be investigated as to regularity and source.
Substantial overages and shortages must be investigated for proper debiting and crediting
of a guests account.

Managers Report:
The managers report is a listing of occupancy statistics from the previous day, such as
occupancy percentage, yield percentage, average daily rate, Rev PAR, and number of
guests. Data such as these are necessary for monitoring the operation of a nancially
viable business. The general manager, controller, front office manager, and director of
marketing and sales will review these statistics on a daily basis.
Room Service:
Some hotels report room service sales as a separate gure from total restaurant sales. If a
hotel has organized a special marketing and merchandising campaign to increase room
service sales or feels that careful monitoring of this potentially protable service is
necessary, then the night auditor will report this gure. Room service 1 may represent
breakfast sales only; 2, lunch sales; and 3, dinner sales.

Banquet Sales:
Hotels with large banquet operations will report the banquet sales gure separately from
restaurant sales. These gures are a total of the guest checks, which tally the individual
banquet charges. The night auditor will also check the daily function sheet to ensure that
all scheduled functions have been billed. The general manager can use banquet sales
gures to determine how effective the food and beverage manager is in controlling
related expenses for this division. They also indicate how effective the director of
marketing and sales is in generating business. Banquet breakfast, banquet lunch, and
banquet dinner gures are reported separately because they provide marketing
information on which areas are successful and which could be more successful. The
banquet sales gures (and the room sales gure) also provide information on the cash
ow activity of the hotel. If the hotel has scheduled $25,000 of banquet business and
$25,000 of rooms business for a weekend, it can meet various nancial obligations due
on Monday, depending on method of payment. The controller in a hotel will therefore
watch room and banquet sales very closely.

Banquet Bar and Total Lounge Sales:


The sales gures for the banquet bar and lounge areas originate from the point-of-sale
cash registers. The total sales gures from the various outlets that serve alcoholic
beverages are reported to the front office on a daily sales report after each shift. Each
report is accompanied by the cash register tapes or audit tapes. These sales gures from
the various lounges and banquets are reported separately because the food and beverage
manager will want to determine how well cost-control efforts have been maintained for
that department and the director of marketing and sales may want to know how
successful certain marketing and merchandising campaigns have been.
Room Rental:
The charges for room rentalthese are not guest rooms but meeting and function
roomsare reported on special room rental guest checks. The night auditor will cross-
check these guest checks against the daily function sheet to be sure the banquet manager
has charged room rentals to the appropriate guests. This gure is reported separately at
those hotels that charge fees for the rental of
facilities when no food or beverage is ordered. For example, banquet rooms may be
rented for seminars, meetings, demonstrations, and shows. Since room rental represents a
potentially large prot area (especially during slow banquet sales periods), general
managers will want to know how effective the marketing and sales department has been
in maximizing this prot center.

Valet:
One of the services a hotel offers is dry cleaning and laundry. This feature must be
closely monitored because the hotel pays cash to the off-premises dry cleaner or laundry
service when the clothing is returned. These costs, plus a markup for hotel handling
charges, are posted to the guests folios. Some hotels maintain a valet or dry cleaning/
laundry journal indicating valet tags, control numbers, processing dates, vendor charges,
handling charges, posting activity, daily totals, and the like. Transfer slips are prepared to
indicate the charges for valet service. The charges on these transfer slips are then posted
to the guests folios. The total of the transfer slips comprises the valet total for the night
audit.

Telephone Charges:
After the telephone industry was deregulated in the early 1980s, call accounting became a
standard practice in hotels. This allowed hotels to set individual surcharge rates, rates for
adding service charges for out-of-state long-distance telephone service. The telephone
department became a very protable area in the hotel business. Since all phone calls are
charged to the guest folio, an accurate accounting of the charges is necessary. In a hotel
with a call-accounting system that interfaces with a property management system, this
tally is electronically obtained.
Gift Shop Sales and Tax:
The gift shop in a hotel prepares a daily sales report for the front office. Cash register
tapes or point-of-sale audit tapes will accompany the report. The general manager will
want to examine the nancial activity of this prot center. This is another area in which
cash ow potential is monitored. Recording the tax collected on gift shop sales and
reporting this gure is a necessary accounting procedure.

Spa:
The use of health facilities at a hotel may be provided free to guests. However, other
products and servicessuch as swimsuits, health-related products and equipment, the
services of a masseur or masseuse, sports lessons, and rental of equipmentare sold to
the guest. These costs will usually be charged to the guest folio. A daily sales report will
be prepared at each of the health/recreation facilities. Some hotels offer their health/
recreation facilities for a fee to the general public. Transfer slips for charges to the guest
accounts for future billing in the city ledger provide a total against which total spa
charges are veried
Parking:
A hotel that offers valet parking or parking spaces to guests and the general public
will acquire large amounts of cash during a business day. Cash, business checks, and
debit- and credit-card payments are collected throughout the day for general parking,
long-term business parking, and parking valet services. Guests in the hotel who are
charged for parking services will have this amount charged to their accounts. The parking
garage manager will prepare a daily report of the cash and charge activities for each shift
of the day. Supporting documentation, including parking tickets, cash register tapes,
transfer slips, and monthly parking permit renewals, accompany the daily report. The
night auditor will prepare a summary total of this account from these reports.

Cash Sales and Accounts Receivable Balance:


The total revenue represents both cash and charge guest sales. A separate gure is
reported for total cash sales for the day. This gure represents the totals reported and
received from the various departmental daily reports and is also required to justify the
daily bank d Charge sales are reected in the outstanding accounts receivable. This is the
amount that remains to be received from the guests. Total paid-outs, total discounts, and
total write-offs have been subtracted from that gure. Todays outstanding accounts
receivable gure is added to yesterdays outstanding accounts receivable to obtain a
cumulative balance of outstanding accounts receivable.

Credit Cards and Cash Applied to Accounts Receivable:


Throughout the business day, the controller of the hotel will request front desk clerks or
cashiers to post business checks and cash received from credit-card companies, direct-
billing accounts, and city ledger accounts. The charges from these groups were
previously moved to accounts receivable. These checks and cash payments represent
charges from previously held banquets, guest room rentals, and the like. The general
manager of the hotel watches this gure to determine cash ow activity. Again, the
outstanding balance of accounts receivable is updated.

Analysis of Accounts Receivable:


The front office manager maintains an analysis of the accounts receivable balance. It will
indicate the source of the account receivablecity ledger, direct billing, or various credit
cards. (It is important to note here that city ledger accounts may have a credit balance but
are maintained as an account receivable. For example, if a guest pays a $500 deposit on a
future banquet, a credit balance will be maintained on the account. When this credit
balance is computed with other debit balances, a debit balance is realized.) The controller
will use this information to track the aging of accounts, determining the stage of the
payment cyclesuch as 10 days old, 30 days overdue, 60 days overdue and to operate
an overdue payment collection program.

Bank Deposit and Amount Transferred to Accounts Receivable:


The cash, credit-card vouchers, and charges received during the business day from
cash, charge, and accounts receivable transactions must be deposited in the hotels bank
accounts or transferred to the hotels internal accounts receivable. The night auditor
will provide a summary of the components of the bank deposit. Bank deposits are made
throughout the business day. Those individual totals make up the total bank deposit
(TTL BANK DEP). Credit-card totals are listed here because, in some circumstances,
the credit- card voucher is considered cash at the time of deposit. The cash and various
credit-card totals that have been deposited must match the total cash sales plus the cash
received and applied to outstanding accounts receivable (Cash Recd A/R) minus total
paid-outs. The total actual cash and credit-card payments received, which are reported
on the cashiers report, will match the total bank deposit gure. The amount transferred
to accounts receivable (AMT TR A/R) will correspond to todays outstanding accounts
receivable (Todays Outstanding A/R).

Operating Statistics
The night auditor will prepare the daily operating statistics for the general manager and
the various department directors. This quick summary provides a review of the days
activities and the hotels success in meeting nancial budget targets. Hotel general
managers rely on these statistics as operational feedback mechanisms because they
provide information on the need to modify existing operational procedures and offer
insight into budgeting for future operational procedures. Also, these gures become
part of the hotels historical operations record. The rooms sold, rooms vacant, and
rooms out of order are determined by assessing the housekeeping module and the
housekeepers report. The number of complimentary rooms (rooms comp) is
determined by reviewing guest reservations, registration cards, and folios. A quick
method used to determine occupancy percentage, double occupancy percentage, yield,
average daily rate, and RevPAR is shown. Room income for the day is obtained from
the total room charges that were posted after a certain time in the evening (between
11p.m. and midnight) and any half-day rate charges. The number of guests is provided
by the PMS registration module. The number of no-shows is compiled by tallying the
number of reservations with a conrmed status that did not show. Not included in this
gure are guaranteed reservations, which are processed with a credit-card number
regardless of whether the guest showed. The preparation of a night audit report can be
very time-consuming. However, with a great deal of cooperation, planning, and
organization, combined with the use of a PMS that interfaces with a point-of-sale
system, the time can be greatly reduced. The accurate preparation of the night audit
report provides an essential control and communication tool for management.
Daily Flash Report:
The daily ash report, a PMS listing of departmental totals by day, period to date, and
year to date, is a very useful report for general managers and department managers and
supervisors. This report is reviewed on a daily basis to indicate how successful a
department manager was the previous day in achieving sales. This tool is important in
discussing strategies for the successful achievement of nancial goals.
WORK PERFORMED BY ME:

Welcome the guest in traditional way.


Take GRCs of the guest
Serve welcome drink to the guest
Attach photo ID with Reg. card of the guest
Update the Reg. card for the respective shift
Tally the Reg.cards
Attach folios to the Bill
Stand in the Lobby and solve the Guest Problems
Make Keys for the Guest If not working
Escorting guest till the room
Helping the bell boy at times of busy period
Making setup of the crew
MASSAGE CENTRE

To complement and enhance many of our available treatments, the spa offers a range of activities
and classes to boost fitness. These activities will help you to get the best from your body and make
the most of your life cycle. Naturopathy/ life style consultation: On consultation, a package is
designed in accordance with your individual needs.
Yoga is an integrated way of bringing harmony to ones body, mind and soul. Different body types
are comfortable with different asanas in yoga. With expert advice, we help focus on those asanas,
which are suitable to your body in particular.
Meditation: Stress, which is the most common problem encountered in todays world leads to
various problems. Meditation helps you to be aware of a higher purpose in life, letting you achieve
a greater level of satisfaction and peace of mind. Pranayama: Yoga
scriptures have long discovered that the mind and balance the vital energy of the body
We are glad to introduce the personal training programs which are available for anyone

who needs extra guidance or motivation of having someone to exercise with.

Having a personal trainer can be the best way to motivate and assist the individual in

achieving their fitness aspiration.

Our A.C.E certified personal trainer will design a program specific to your goals.

Health Club and Fitness center

Timings: 7 am 10pm

Steam and Massage Service

Outdoor swimming Pool

Timings: 7 am 8 pm

Doctor

On calls 24hrs DM to be informed

Shopping Arcade

Timings: 10:00a.m. - 10:00p.m


Rooms:

Hotel desert tulip, Jaisalmer Rajasthan offers completely air-conditioned rooms that are cocoons
of silken pleasures that entwine you in a smooth luxurious caress.

There are 68 rooms that are categorized into Residency rooms, Special Categories room
EKTARA, MANJEERA, ALGOJA, KHARTAL. Each room is equipped with facilities such as
refrigerators, mini bars, WI-FI, color televisions, satellite television etc.

Stay at the Hotel desert tulip, Jaisalmer Rajasthan rooms and unwind in style. Feel ensconced by
Ancient sculpture, expensive tapestries, typical Rajasthani style furniture, soft and calming
ambience and above all swift and efficient room service.

Restaurants:

Visit the Hotel desert tulip, Jaisalmer, our two multi cuisine restaurants, CIRO and MEHRAAB
and SANJH the Bar offering mouthwatering cuisines, from the native land blend well on the
palate. For a truly remarkable dining experience, enjoy Mehraab, the rooftop restaurant with a
breathtaking view of the Jaisalmer Fort and picturesque sunsets. Open air Bar-be-que with bonfire
and traditional entertainment will capture your evening.
Menu:
Experience the international delicacies at this modern coffee shop & bar. With a wide range of
Indian, Rajasthani and multi cuisine dishes you will have plenty of choices to please your palate.
You can pamper yourself from an elaborate buffet or can choose from the tempting a-la-carte
menu.

Casual Hours:
6:30 a.m. to 10:00 p.m

CIRO:

Serving authentic Indian cuisine, CIRO is the synonym for fine dining in Jaisalmer. The
Rajasthani Thali served at the restaurant has been at the epicenter of cuisine at Jaisalmer.

Casual Hours:

Breakfast : 7:30 AM to 10:00 AM


Lunch : 12:30 p.m. to 03:00 p.m.
Dinner: 7:30 p.m. to 10:00 p.m.
SANJH BAR:

This Rajasthani style bar serves world-class selection of wines, spirits and exciting concoctions
& range of cocktails. Tantalize your taste buds with the delicious kebabs and finger food while
you unwind at the bar.

Casual Hours: - 11:00 AM to 11:00 PM.


Your taste buds would surely love every moment of your stay at the Hotel desert tulip, Jaisalmer
Rajasthan hotel in Jaisalmer. It would not be surprising to see you return for an encore in the
near future.
Front Office department in Hotel desert tulip, Jaisalmer, Rajasthan:

The FRONT OFFICE is the nerve center of a hotel. Members of the front-office staff welcome
the guests, carry their luggage, help them register, give them their room keys and mail, answer
questions about the activities in the hotel and surrounding area, and finally check them out. In
fact, the only direct contact most guests have with hotel employees, other than in the restaurants,
is with members of the front-office staff.
The front office functions can be divided into five general areas: -

1. reception
2. Bell service
3. Mail and information
4. Concierge
5. Cashiers and night auditors

two major departments are represented in this list. The employees staffing the first four areas are
in the rooms department. The fifth is the financial area, where guest charges are accumulated and
posted to the bills, and all cash transactions are consummated. These are all accounting-
department functions, and so the cashiers and night auditors are in that department.

a) Front Office:-
Sell guestrooms; register guests and design; Maintain accurate; Provide information; Coordinate
guest services; guestrooms Maintain guest account statements; room statistics, and room key
inventories and complete proper financial settlements
b) Reservation: -

Receive and process reservation requests for future; With technology development, the
Reservation; overnight accommodations. Department can, on real time, access the number and
types of rooms available, various room rates, and furnishings.
TRAINING ASPECTS

Aim and Objective of Training: - Doing Hotel Management Only by Theoretical


Knowledge means of book is not perfect solution for the achievement in the hotel
industry. It requires Proper and practical knowledge about each and everything in a hotel
industry. I kept my goal to learn most out of this practical induction training programme.
By working in each and every department of the hotel, it is great to know the secret
behind its successful working in this competitive world.

Identify Strengths and weaknesses: - During this training period, I got to know
completely about me that where I am lacking around. With this I corrected my mistakes
also with the help of seniors who taught me and corrected my mistakes, showed me the
correct way to work and some hospitality standards.

Discipline: - In order to survive in the hotel industry as a trainee, also as an employee


firstly we have to maintain discipline and a good relation with our seniors and heads.
Maintaining attitude plays an important role, in case of guest as well as of seniors; but it
should be of correct manner. No matter where to succeed Discipline matters a lot.

Speed: - I got to know the importance of speed in hotel industry, when we work 24\7 no
matter what the time is we have to serve the guest at most speed with accuracy

Flexibility: - A trainee needs to be flexible, hotel has its core department which are
further divided into sub departments. As a trainee we get to work in each and every
department. We always need to change ourselves according to the department.

Initiative: - Being a trainee I got to know about each and every department in and out.
At many times during the absence of the seniors and heads, I had to take my own
decisions and take initiative and tackle the guest with the rules as per taught by them.
Motivation: - Being self-motivated when the guest appreciates for the service
provided by us. Also my colleagues and seniors motivate me when I do Which is
impossible for me.

Inspiration: - I used to get inspired by the colleagues and seniors working in the
department. They teach us each and everything that what is right and wrong? Handling
guest complaints being the departmental head and responsible for it.

DIFFERENT DEPARTMENTS OF TRAINING

Front Office
Front Desk

Back Office
Reservations
Rooms Control

Human Resources
Record rooms
DETAILED TRAINING EXPERIENCE

Front office: -

Its the first impression of the hotel. Front office deals in with guest for Reservation and
registration of rooms or to know about the hotel in case of any city guest who is not staying with
us and solving their queries. they are the real revenue market for the hotel. there is the real
salesman who actually attract the guest with their power of communication. Being in front of the
guest knowing about their needs and fulfilling them was of caring and joy. Handling the system
of the hotel i.e., IDS was of a real learning experience to me.

LEARNING OUTCOME

Front Office
Firstly, learned how to greet the guest.
Learned how to communicate with him.
Learned guest rooming and escorting them.
Learned how to take Reservations.
Learned how to do message slip ins beneath the guest rooms door.
Learned to take guest calls and also to respond them
Learned to give wake up calls.
Handling of IDS system.
Updating the Reg. Cards.
AT the end of the shift Tallying them according to the 2014 report.
Scanning photo Ids of the guest.
Taking Pre authorization of the guest.
Summary

It all started with the Interviews. This was a very tough period for, as I was going to undergo
Interviews for the first time in my life. As I thought I had to undergo 6 Hotels with Interview
Where I got selected in the last hotel Which was Very close enough to my house. Hence I was a
bit depressed for not getting selected in 4 hotels just for the training; but also a bit happy to be
getting selected in Hotel Desert Tulip which was so far from my house and I thought that some
things happen for the good reason. My training schedule was from 01st January to 31th March,
Overall 3 months. The initial training period was tough and difficult to get addict to the work
scenario. After some days I got addicted to work. I experienced many new things in life. The
training period was a turning point in my life Where I got to learn many new things in life. I got
to learn each and everything of all the departments, types of services which are availed in hotel
and a lot many things. Working with new people was not so difficult as I got friendly with them a
learned a lot many new things. During these 3 months I completely changed myself to be a hotelier
and also gained a lot of confidence. I got to know the meaning of hard work. My whole training
period was wonderful learning experience. I got to deal with skilled and experienced staff members
who were very supportive both in getting the work done and providing information. Working with
experienced staff has helped me a lot in learning how to get the maximum work done in short
period of time. Working with them even made me value manpower and time. My whole training
period has made me more confident about my communication skills as I was in constant contact
with the guest, seniors and other staff members.

This training has made see the Hotel Industry in its true light. It has made me realize that Hotel
Industry is much more than just fun & pleasure; its a lot of hard work.

Once again I would like to thank all the people who gave me an opportunity to feel
the Hotel Industry so closely and even those who helped me through my whole training period.
Conclusion

This project is designed to know the different organizational structures in hotels, update and
develop procedures necessary to practice in all aspects of fire, health and safety in the hotel
workplace, providing effective leadership in the role of receptionist, inform and instruct trainee
receptionist in a positive attitude to the responsibilities and duties of front office, an overview of
job opportunities and progression, interpret job descriptions and process applications. A reader
should be able to know the different hotel classifications and ratings, the department structures
and roles in a hotel, effective communication procedures between departments, understand and
use hotel technology, role and attributes of receptionist, the role of the receptionist in the hotel
structure, proficiency in liaising with all hotel departments, effective communication in all
situations of guest contact, show customer service skills in all situations of guest and staff
contact solving problems, understand the functions of the front office department and the work
flow, advising trainee receptionists on maintaining good personal presentation and dealing with
difficult situations, organize, update, and practice safe handling of key systems within the
establishment, maintain and update appropriate security procedures when dealing with guests
belongings, appropriate security procedures, procedures of reporting of hazards/suspicious items,
organize the evacuation of the building in a fire drill, overview of job opportunities in the
hospitality industry, interpreting job descriptions, understand the employment progressions in the
industry and progressions outside the industry, investigate front office activities which relate to
the organizational structures, appropriate situation for handling guest property for safe keeping,
prepare a presentation for the training of staff in preparing a fire drill and hotel evacuation,
solving a customer complaint.

Hotel Desert Tulip is a Four-star hotel. I have been engaged there for 03 months as a trainee
receptionist and as long as I have been there, the front office executives were very polite and
skilled. They always try to show their best service to the customers. Moreover, beside these
activities, one thing pierced me; there was an internal conflict among the front office executives.
Nevertheless, above all, it is an excellent hotel and I have achieved many practical experiences
when I was in there and it has a great reputation that reflected by their customer comments.
Annexure

Mini Bar
Bibliography

https://en.wikipedia.org/wiki/Jaisalmer_Fort
http://hoteldeserttulip.com/
https://www.slideshare.net/JohnEdwardEstayo/introduction-to-front-office