Professional Documents
Culture Documents
It is classified
as Non-govt company and is registered at Registrar of Companies, Chennai. Its
authorized share capital is Rs. 70,000,000 and its paid up capital is Rs.
70,000,000. It is inolved in Hotels; camping sites and other provision of short-stay
accommodation [ Restaurant facilities operated in connection with the provision
of lodging remain classified in this group. Also included are the operation of
sleeping cars when carried on by separate units]
V7 Hotel Private Limited's Annual General Meeting (AGM) was last held on 29
September 2018 and as per records from Ministry of Corporate Affairs (MCA), its
balance sheet was last filed on 31 March 2018.
2. Target Markets
Hotel targets many markets and can be classified according to the markets they attempt to
attract their guests. The common type of markets includes business, airport, suites,
residential, resort, timeshare, casino, convention and conference hotels.
Business Hotels: These hotels are the largest group of hotel types and they primarily cater to
business travellers and usually located in downtown or business districts. Although Business
hotels primarily serve business travellers, many tour groups, individual tourists and small
conference groups find these hotels attractive. Guest amenities at business hotels may include
complimentary newspapers, morning coffee, free local telephone calls, Breakfast etc.
Airport Hotels: These type of hotels typically target business clientele, airline passengers
with overnight travel layovers or cancelled flights and airline crews or staff. Some hotels
might give free transport between hotel and airport. Some Airport hotels also charge the guest
by the hour instead of normal daily night charges.
Suite Hotels: These kind of hotels are the latest trend and the fastest growing segments of the
hotel industry. Such hotels have a living room and a separate bedroom. Professionals such as
accountants, lawyers, businessmen and executives find suite hotels particularly attractive as
they can work and also entertain in an area beside the bedroom.
Extended Stay Hotels: Extended stay hotels are somewhat similar to the suite hotels, but
usually offers kitchen amenities in the room. These kind of hotels are for long-stayers who
want to stay more than a week and does not want to spend on hotel facilities.
Serviced Apartments: Serviced Apartment / Residential hotels provide long-term or
permanent accommodation for Guest. Usually guest makes a lease agreement with the hotel
for the minimum of one month up to a year. Rooms generally include living room, bedroom,
kitchen, private balcony, washing machines, kitchen utensils etc. Unlike normal hotels
Serviced apartment only provide weekly one housekeeping service.
Resort Hotels: Resort hotels are usually located in the mountains, on an island, or in some
other exotic locations away from cities. These hotels have recreational facilities, scenery,
golf, tennis, sailing, skiing and swimming. Resort hotels provide enjoyable and memorable
guest experiences that encourage guest to repeat to the resort.
Bed and Breakfast / Homestays: These are houses with rooms converted into overnight
facilities, this can size up to 1 to 10 guest rooms. They are also known as 'Home Stay's'. The
owner of the B&B usually stay on the premises and is responsible for serving breakfast to the
guest.
Timeshare / Vacation Rentals: Another new type or segment of the hospitality industry is
the timeshare hotels. These are sometimes referred to as " Vacation-interval" hotels.
Timeshare hotels are where the guests who purchase the ownership of accommodations for a
specific period. These owners may also have the unit rented out by the management company
that operates the hotel.
Casino Hotels: Hotels with gambling facilities are called Casino Hotels. Although the food
and beverage operations in the casino are luxurious their functions are secondary to and
supportive of casino operations.
Conference and Convention Centres: These type of hotels focus on meeting and
conferences and overnight accommodation for meeting attendees. They also provide video
conferencing facility, audiovisual equipment, business services, flexible seating
arrangements, flipchart etc. These hotels mostly located outside the metropolitan areas and
have facilities like golf, swimming pools, tennis courts, fitness centres, spas etc.
3. Levels Of service
World class service: These are also called luxury / Five Start hotels, they target top business
executives, entertainment celebrities, high- ranking political figures, and wealthy clientele as
their primary markets. They provide upscale restaurants and lounges, Valet, concierge
services and also private dining facilities.
Mid-Range Service: Hotels offering mid-range or otherwise 3 to 4-star hotels service appeal
the largest segment of the travelling public. This kind of hotels does not provide elaborate
service and have a adequate staffing. They also provide uniformed service, food and beverage
room service, in-room entertainment's and also Wi-Fi etc.
Budget / Limited Service: These hotels provide clean, comfortable, safe, inexpensive rooms
and meet the basic need of guests. Budget hotels appeal primarily to budget-minded travellers
who want a room with minimum services and amenities required for the comfortable stay,
without unnecessary paying additional cost for costly services.
In Hospitality, the days of a hotel only offering guests standard rooms for
reservations are long gone! Nowadays, there are myriad room types and suites at
hotels around the world – a delightfully eclectic selection – meaning that any size of
group and most preferences can be catered for.
Of course, variously sized and styled room are made available at differing rates, but
prices can be adjusted depending upon occupancy, time of year, and other factors.
Rooms tend to fall into categories when it comes to price-bands, the type of décor,
whether a room is pool-side or ocean-side... Images and descriptions of main
features and amenities applying to each room category will usually be included on a
hotel’s brand website and across its distribution channels.
Even though rooms may vary hotel by hotel, the following room-type definitions are
common:
Single: A room assigned to one person. May have one or more beds.
Double: A room assigned to two people. May have one or more beds.
Triple: A room assigned to three people. May have two or more beds.
Quad: A room assigned to four people. May have two or more beds.
Queen: A room with a queen-sized bed. May be occupied by one or more people.
King: A room with a king-sized bed. May be occupied by one or more people.
Twin: A room with two beds. May be occupied by one or more people.
Double-double: A room with two double (or perhaps queen) beds. May be occupied
by one or more people.
Studio: A room with a studio bed – a couch that can be converted into a bed. May
also have an additional bed.
Connecting rooms: Rooms with individual entrance doors from the outside and a
connecting door between. Guests can move between rooms without going through
the hallway.
Adjoining rooms: Rooms with a common wall, but no connecting door.
Adjacent rooms: Rooms close to each other, perhaps across the hall.
Also, it is important to point out that flexible hoteliers will always consider adding an
additional bed (e.g. for a child), where a couple with a toddler wish to all sleep in the
same room, or perhaps for an assigned care-giver. Also, in some rooms with single
or double beds, a couch can be made into an extra bed where necessary. Finally, we
should mention that often double rooms are booked by individual travellers who
perhaps have trouble getting to sleep in a single bed, and prefer a double bed for
their overnight stay or if they are staying for longer!
1. Reservations
2. Revenue
3. Front Desk
4. Concierge
5. Bell Desk
6. Guest Services
7. Valet Parking
8. VIP Services
9. Housekeeping
a. Room Attendants
b. Housemen
c. Lobby Attendants
d. Runners
e. Admin and Management
10. Laundry
11. Sales
12. Catering
13. Event Coordinators
a. May fall under sales or catering or banquets
14. Marketing
15. Public Relations
16. Restaurant
a. Hostess
b. Servers
c. Bussers
17. Room Service
18. Bakery
19. Kitchen
a. Cooks
b. Dishwasher
20. Receiving
21. Banquets
a. Housemen
b. Captains
22. Stewarding
23. Purchasing
24. Bar
a. Bartender
b. Bar Back
25. Employee Cafeteria
a. Kitchen
26. Engineering. (The following would all be coded differently on payroll)
a. Painter
b. Electrician
c. Carpenter
d. Plumber
e. Administrative assistant
f. Director
27. Spa
a. Trainer (health club)
b. Masseuse
c. Greeter
d. House or Locker Room Attendants
e. Director
28. Pool
29. Resort Coordinator
30. Human Resources
a. Trainer (for employees)
b. Employee Benefits
c. Hiring Manager
d. Director
31. Security
32. Mail Room
33. Accounting
a. Accounts Payable
b. Accounts Receivable
c. Payroll
d. Audit
34. General Administration
a. General Manager
Objective:
After a guest arrives at the hotel, the front desk agent should complete the
guest registration process. This is to make sure that the guest registration is
completed as per the hotel standard and also to collect important guest
information’s.
Guest is also asked to sign on the printed registration card as a statutory
requirement and also to verify that the details provided on the registration card
is accurate.
When Guest arrives at the reception to check in:
Great the guest.
Enquire the Last name / First name of the guest.
Search for the reservation record and print registration card ( if the
same is not pre printed )
Present the Registration Card to guest for verifying / reconfirming
preprinted details Like :
First Name, Last Name.
Arrival Date. Time.
Departure Date, Expected time of departure.
Room Rate.
Room Number.
Room Type.
Method of payment.
Billing instructions.
Meal Plan
Request for ID Proof for local guest and Passport and Visa details for
foreigners.
Following details to be completed:
Salutation.
Designation.
Company Name.
Address Home / Business
City, Country
Postal Code
Telephone / Fax / Mobile numbers.
Email address.
Contact Number / Person in case of emergency.
Purpose of Visit.
Passport details:
Passport Number.
Nationality and country of residence.
Date of Birth / Anniversary Date.
Passport Issue date and Expiry Date
Place of Issue of Passport.
Visa Details:
Visa Number
Visa issue date and Expiry date.
Visa Place of issue.
Type of Visa.
Proposed duration of Stay in the country.
Arrived from.
Proceeding to.
Explain to the guest regarding late checkout policy if any.
Request the guest to sign on the Registration Card.
Scan / Photocopy of Passport and Visa copy and attach to the
registration card.
Front office assistant to also cross sign the registration card on the
provided field.
Update the guest details collected on regard to the Profile of the guest.
File Registration card.
According to James A. Bardi, the author of the textbook "Hotel Front Office
Management," checkout is the "best opportunity for securing additional
reservations." As the final impression that your customer has of your hotel,
your checkout procedures are essential for maintaining and growing your
customer base. You can ensure that your front office staff makes the most
of this opportunity by developing a checklist for your checkout.
Arrange Paperwork
The evening before, review all your guests who are due to check out and
arrange all their files together. Send express checkout forms to all the
appropriate guest's rooms. Note your customer's names so you can greet
them by name in the morning.
Process Payment
Ask how the customer will be paying for the bill. Process all charges and
present the customer the receipt.
Report Back
Report any complaints and suggestions to your supervisor. Refer any
future reservation requests to the reservations department.
C-Form
FORM-C
C Form is designed for collecting prerequisite information of foreigner guest whose
accommodation is made in hotel. This is indeed requirements for security points of view. Its one
copy must be submitted at the FRRO (foreign regional registration office). Basically this helps
you in identifying legal arrival of foreigner guest about whom you keep information through this
facility.
Once you generate C form, according to legal process this must be submitted at the FRRO
(foreign regional registration office) within 24 hours. But, be cautious if any guest belongs to
Pakistan. In case of Pakistani guest you are requested to submit this form within 12 hours only.
While you go for submitting this form, please retain in mind following things which must be filled
up;
Name of Hotel: Full Name of Foreign Visitor. (In block letters, surname first)
Nationality: Number, date & place of issue of passport:
Address in India (other than tourists):
Date of Arrival in India:
Arrived From:
Whether employed in India-(Yes/No):
Proposed duration of stay in India:
Number, Date & Office of issue of Certificate :( Registration, if any)
1. The Bell Captain confirms whether the guest has settled his hotel bill with the front office cashier.
2. The Bell Captain inspects the baggage and brings to the notice of the guest a pre-existing damage (if
any). He enters the description of the baggage on the Baggage Tag and strings it to the baggage. The
sticker has a number with a counter foil with the same number.
3. The Bell Captain enters these details in the Left Luggage Register. He mentions any pre-damage
comments in the remarks column. He also mentions the expected date of delivery in the register.
4. He tears off the counterfoil of the Baggage Tag and hands it over to the guest.
5. He instructs a Bell Boy to deposit the baggage in the left luggage room.
Learn more about bell boy and bell desk procedure …here
RETURN OF BAGGAGE
1. When the guest comes to collect the luggage, the Bell Captain takes the counterfoil from the guest.
2. The Bell Captain then cross-checks it with the Left Luggage Register.
3. The Bell Captain assigns a Bell Boy to bring the luggage from the left luggage room to the bell desk
for inspection.
4. The Bell Boy tallies the guest counterfoil number with the baggage tag on the baggage and also
confirms the description of the baggage mentioned. He brings the baggage to the bell desk.
5. The Bell Captain inspects the baggage with the guest and reconfirms the numbers on the tags.
6. The Bell Captain enters the date of delivery in the Left Luggage Register and obtain the guest’s
signature.
GUEST NAME ___________________________________________________
DATE _____________________ ROOM NO. ___________________________
· Brief Case
· Overcoat
· Umbrella
· Others _________________________
1. You should always have pen or pencil and small note books to write
down message or notes.
2. Answer a telephone call within 3 rings.
3. If you receive an internal call then you should start with a greeting
then your department name then your name then asks how you can
assist him.
For example: Namaskar, Front Desk, ….. speaking, how may I help you?
1. For an external call follow this procedure: Greeting then your hotel's
name then ask how you can assist him. For example: Namaskar
Hotel ABC Hotel, How may I assist you?
A: During Call:
People easily become friendly and feel happy if you call him by his
name. So, first ensure how should you address him and then call him
by his name.
While talking for quite a long time shows your caller that you are
eagerly listening to him. So sometimes making noises like “hmm”,
“yes”, “ok”, “I understand” can make the conversation spontaneous.
Otherwise in middle of a long discussing if you keep silent for the
whole time your caller may be confused whether you are listing or
whether you are still on line or not. So, don’t make your caller
confused.
Receiving call demands deep attention. If you talking over telephone
and at the same time doing other business then you cannot
concentrate on anything.
So, if you really have to finish another job then it is better to hold the caller or tell him that
you will call him after a certain period of time.
Don’t say, you don’t, whether the person is whom the caller’s
looking for. Tell him that you will call him back after locating him.
If you can’t find that person then offer the caller to receive any
message on behalf of that person.
If you know when the person will be available then suggest the
caller to call him.
Don’t share any personal contact address as long you are not sure
enough about the caller.
Now we will learn some most common widely used phrases and
expressions used while handling calls:
1. Sometimes by hearing the tone you may not identify whether you
caller is male or female. It is better to ask “How should I address
you?” or “May I have your name please?”
2. If you need to transfer any call then say “Please allow me to transfer
your call to Mr. X. Could you please hold down for a minute?” After
that if the caller allows you and says Yes or Ok then transfer the call.
3. If you found the extension is not reachable or dead then say “Thanks
for holding. But I am afraid Mr. Y is not available. Would you like
to leave a message for him or call back later?”
4. If you found the extension is busy then say “Thanks for holding. Mr.
Y is busy and still on line. Would you like to leave a message for
him or call back later?”
5. While finishing a conversation say “Thank you Mr. X for calling.
Have a nice day.”
6. Some common phrases are: “May I have your name please”, “May I
have your contact number please”, “Mr. X please let me repeat the
message…..Is that all right?”, “Mr. X could you please hold down
for a minute?”
Always keep pad, pen or pencil to receive any message. When you take any message try to
write down these points of information in clear handwriting so that you can understand next
time:
This happens mostly with front desk staffs. Today we will learn some most effective
telephone answering tips. These are some basic techniques you should apply while answering
any call in hotel or restaurant.
DOs:
Perfect telephone handling ensures efficiency of the reservation agent which at the same time
upholds hotel’s standard.
All the time you should follow proper telephone manner. These are some basic tips you
should follow while you are taking reservation on phone.
1. Pick up the phone before 3 rings.
1. Greet the caller. Try to keep very fresh, clear and friendly voice tone
so that guest from other side of the phone may feel comfortable.
Remember First Impression is the Last Impression.
2. It is advisable to greet in this way “Namaskar Reservations. How
may I Assist you?”
3. Try to identify caller gender by his or her sound. Listen to the name
properly. Repeat the name with Mr. or Ms. Caller may be hurt if you
by mistake call him wrongly.
4. Try to understand why the caller calls. In a hotel people call not only
for making reservation but also for getting information, arranging
party, sending message to a guest or making business deal etc. So,
first listen carefully to identify what sorts of assistance the caller
wants from you.
5. If the caller calls for room reservation and if he is not a repeated
guest then you should try to give a short overview on your hotel
including hotel’s feature and amenities, specialty, special offer you
are offering etc.
6. In the meantime, look at the room status or reservation chart. It will
be so bad if after informing everything, guest becomes convinced
and wants to have a room booked but you don’t find any room to sell
as all are occupied. So, always be updated specially about room
status.
7. If callers requested date indicates “SOLD OUT” which means you
are unable to sell the room for that specific date, then very politely
say sorry to the guest and let him know why you are unable to sell
the room.
8. If the requested date indicates “WAIT-LISTED” then politely
inform the guest about the situation and inform him that reservation
on that day is wait-listed for that reason you are taking his
reservation but not giving full guarantee and request him to check
again closer to that requested date.
9. After giving an overview of you hotel, now try to identify what sorts
of room the caller wants and try to offer him some options so that he
can decide from his own or if he needs then assist him.
10. If the guest want to book the room then say that we are very
pleased to reserve a room for you. May I have some information
from you please? Now try to collect these information with proper
spelling:
Name of the Guest
His Contact Address
Room Types
Room Rates
Date of Arrival
Date of Departure
Date of Reservation Made
Mode of Payment
Special Remark (if any)
Reservation Made by Person or Company
1. Repeat all the information caller gives and at the same time give him
a reservation confirmation number.
2. If you have any objection about guest’s mode of payment or
anything then inform the guest about your rules and request him to
give you another option.
3. After settling everything thanks the caller for his patience and
calling you. End up the call as warmly as you start and try to make
him feel that he just have made a perfect decision.
Step-3: In this stage be sure about the name and when guest wants to check in and check
out.
Guest: I am X.
Agent: Ok Mr. X, Sir/ Madam you are from which company?
Step-4: After confirming about guest proceed to the next level. In this case, first look for
room inventory. You may either find any vacant room or no room for sale. Now, follow these
steps in those cases.
Agent: I am terribly sorry, Mr. ABC. All our rooms are booked on XXX date. If you wish
then I can put your reservation on waiting list or would you like me to recommend another
hotel?
Now if guest want his reservation to be put on waiting list then take full details about the
guest and give him a reservation confirmation number.
Now your approach will be to know which room will best match with guest.
(As a agent your duty is to recommend such room which match with guest.
If guest travel with family then you cannot recommend him a single room and on the other
hand if he comes with a family or friends then you should look for family room or others
which is for more than 1 person.)
Agent: MR. X, currently we have deluxe room, suit and studio room to accommodate your
family.
(If you have different types of rooms vacant then give some options to guest.)
Step-5: Try to highlight different features of each type of rooms and their price. If there any
is any discounted offer, offer it. Be ready all the time for up selling.
Agent: Is it …..Then …… ?
Step-10: Now you will approach to close down the selling. Repeat all required information
to be sure that you have made proper reservation.
Agent: So, Mr. X now I am going to repeat your reservation details. You like to be checking
in on XXX and your checking out date is XXX. You preferred non-smoking, twin bed
supreme room for you and your family. Room rent is XXX per night which included
complimentary breakfast and Transfers. or You also pay in advanced for transportation
service. Your confirmation number is XXX”
Step-11: Thanks the guest for his calling and finish the conversation.
Agent: Thanks you Mr. X for choosing XXX hotel. Certainly you take the right decision. So,
Mr. X see you on XXX. Have a nice day.
Agent: Ok Sir. For transportation facility, both fax or telephone and credit card guarantees are
required. Once we received confirmation from you, our concierge will contact you and make
all the arrangements.
It is the duty of telephone department to wake up the guest but if the call
will be made up for airline crews or group of guests then lobby personal will take get calls
from local airline operators about the timing of the flight and then they should forward the
message to telephone operator.
In case of airline crews or groups generally the wake-up call should be done 45 minutes or 1
hour before the pickup time. In small hotels it is the duty of front desk agent to wake-up
guests. Here are some tips you should follow:
Give full attention to write proper room number, name and time to
wake-up guest to avoid any mistake.
Always insure that guest really wakes up after your call. You can
politely ask the guest that if he wants to have a 2nd wake-up call or
not.
If no reply is done by the guest while you are calling or guest just
hang up the phone and hardly give any reply then you should call
him again.
While calling you should start this way, “Good Morning, Mr. X.
This is 6 Am in the morning which is your wake up time. Have a
nice day.”
After getting your call, a guest may not understand the situation
quickly as he just wakes up. So give him some time and explain
again why you call him.
If after 2nd call, guest does not respond at all then send the bell person to knock his door and
wake him up.
In all the cases the person who will receive the phone has to consider some basic telephone
manner.
Also if you are a front desk agent then you have to know some telephonic spelling codes used
globally to write proper spelling of a guest.
So if you are a non-English or even an English speaker you should know some well-known
telephone manners.
· ADR
· Block
· ADR
You can calculate hotel occupancy rate using the following relation:
This report can be used to present month to month data on the business done by the
property. Other than this, you can also use this report to forecast budget allocation for
the coming year.