Professional Documents
Culture Documents
Domestic International
“As India's most dynamic hospitality chain, ITC Hotels has set new standards for excellence in
hotel industry, in fields as diverse as accommodation, cuisine, eco-responsibility and guest
safety.”
“ Reduce , Re-use and Recycle “ is the Environmental message sent out by every ITC
Hotel.
In 1967, Paul Dubrule and Gerard Pelisson founded the Societe
d’investissement et d’exploitation hoteliers (SIEH) hotel group and opened
the first Novotel hotel outside Lille in northern France.
In 1974, they launched the ibis brand with the opening of the ibis Bordeaux.
The following year, SIEH acquired the Courtepaille and Mercure brands, and
in 1980 the Sofitel hotel brand, which then consisted of 43 hotels.
Two years later, in 1982, the SIEH bought Jacques Borel International,
then world-leading brand offering restaurant vouchers.
In 1983, the group, which had restaurant ticket and hotels, its changed
name to the Accor group.
In 1985, it launched Hotel formula 1 brand, offering basic
accommodation at low prices.
Number of outdoor 1 3
pools
http://www.accorhotels.com
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Role play.1
Mr Praveen Desai is an FIT guest, and requires a twin room for 03 days.
Accept the reservation & confirm it. As he id s frequent visitor , he has
to be given a complimentary wine bottle and requires to be picked up
from the airport. Check him in on his arrival at the hotel. During his stay,
he wants a car rental to be arranged for him. Messages are also
accepted on his behalf. He checks out after three days.
Roles of:-
1. Reservation assistant
2. Front office assistant
3. Bell boy
4. Concierge
5. Cashier
6. Valet
Reservation
Reservation assistant-
Wish the guest and announce the
name of the hotel’s name
Obtain the guest’s name
Check the name profile is available
in PMS
He is a frequent visitor so Wish again
“hello Mr Praveen Welcome you again in Our hotel, we are too happy
that another time you chosen our hotel thank you once again.”
Ask his reservation requirements.
According to their reservation requirement check Horizon and room
availability.
He is asking for Twin room for 3 days, it is available.
Then ask arrival and departure date and all important things that
required.
As a frequent guest, he has to be given
a wine bottle and to be picked up from
Airport.
So tell him to send the copy of his air
ticket because he is a frequent guest
so our hotel is giving him airport pick
up service as a complimentary.
Ask him sir any more requirements
you want to add.
Re- conform all the details with the
guest.
Send details of pick up to concierge,
and wine bottle to house keeping.
Tell him his Cut off date and ask him when are you conforming his
reservation.
He is conforming his reservation at on reservation time so tell him to
send his credit card number , expiry date and card slip with signature.
When he send it then block his reservation and send him room
Pre-arrival
FOA
Allocate rooms in advance for all the current day’s arrivals
Instruct the housekeeping department to ensure that all the specified rooms
are thoroughly cleaned and ready for the guest to check-in.
Inform the Concierge about the detail of the guest who have to be picked up
from the airport.
Send the Amenities Vouchers to the Room service and housekeeping
department, so that wine bottle can placed to guest room as
complimentary.
Concierge
Send the information about guest to Airport Representative , Valet and a bell
boy.
Inform the valet and give all detail.
Check car and grooming of the Driver.
Bell Boy
Take all information of guest and go with the Driver to pick up the guest.
When meet the guest then greet the and ask to take his luggage into the car.
Valet
Check the car carefully that all things are ok or not.
Go to airport before the guest come.
Meet Airport Representative and get all information about guest
Greet the guest
Count the luggage and put carefully or properly in the car.
When reached at hotel stop the car at front of the hotel.
When Bell boy will keep the luggage with and guest will gone to hotel
then park the car in the parking
Arrival/Check In
FOA
Greet the guest
Ask for last name or first
name of the guest
Search for the reservation record
and print registration form
Tell to guest, Mr Desai its your
reservation detail , Please check it and conform, it is it ok?
Request for ID proof
If you have any more request so me I will like to add it.
If is it all ok then please sign on it.
Thank u Mr Desai.
It’s your Key , after cutting the key card.
Fill u the Errand card and hand it over to the bellboy with
instructions to escort the guest to his room.
File one copy of the Registration card and send the second copy to
Cashier
See the guest detail and open the guest folio.
Take the detail of credit card and cut the payment of 03 days for twin
room.
Bell boy
Keep out the luggage carefully and
check all are there and all are ok.
Go on check in with the Guest.
Take Errand card from the FOA and
take signature of the guest.
Keep the luggage to the bell desk.
Tag the luggage tag.
Go with the guest to the room and
explain all facilities .
When entered the room explain all facilities of room.
Tell him also wine bottle which is given him as complementary.
Tell him “Have a nice day” and come out from the room.
Occupancy
FOA
If any messages come for the guest then Write it on message paper or print
the message and make a more copy.
Fold it carefully, put it in a envelop and give to the bell boy to drop it into
guest’s room.
Take a copy at Front Desk.
According to the guest request inform the concierge to arrange a car for the
guest during their stay.
Whatever request come forward it according to department.
Bell Boy
Drop the message given by FOA
in guest’s room.
Concierge
Arrange the car And check it all the things are ok in it, before the guest go
and after the guest come.
Departure
FOA
Take information of check out.
Give request for preparing bill to the
cashier and bringing down the baggage
to bell boy.
Take the keys from the bell boy and de- activate it.
Check un-delivered mail and messages and hands them over the guest.
After cashier clearance and bell boy’s information that he loaded the
baggage then update the room status and inform Housekeeping about the
departure.
Give the feedback form to the guest.
Cashier
Given information of guest departure prepare the bill.
After opening the Departure Errand card by bell boy then finalize the guest
folio.
After taking full payment by the guest then settle the bill.
Inform the FOA and bell boy that the bill is settled.
Bell boy
Bring the guest’s baggage down from the room after colleting the
room key, making a cursory check in the room for any damaged or
missing hotel property and entering the baggage in the Errand card.
Open the Departure Errand card.
Check the baggage tags and if tag is torn/ damaged replace it with a
new one.
Place the baggage at the bell desk.
Deposit the key at reception.
After getting clearance from the Cashier about bill settlement load
the baggage on transport and get the guest’s signature on the Errand
card.
Concierge
Arrange the car to drop the guest on Airport.
Valet
Check the car and count the luggage.
Drop the Guest carefully
( Hotel logo and address )
http://www.answers.com
extendedstayer.wordpress.com
http://chanceryhotels.com
https://www.youtube.com/watch?v=7ts1W9I
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https://www.youtube.com/watch?v=ub3N
1_fBZnI
Case-2
Accept a reservation for FIT guest and confirm it.
Check in the guest.
Accept a trace for an extra blanket and pillow.
Put a locater- Guest in coffee shop till 15:00 Hours.
Extend the guest’s stay by two days.
Post 5 bills –
room tariff
tax
laundry
bar
mini bar.
Create a single guest folio. Settle the bill and check out
guest
Reservation New Reservation
{ Then click on new and fill the form according to the guest}
Reservation Screen – Blank Online/PMS Reservation Form
After filling the form click on “OK” command button.
Then the Guest Reservation No. will appear
Then go on Home Screen and
Front Desk Arrivals
Reservation Screen – Arrival Stage of Guest Cycle
Reservation Screen – Checked In Stage of Guest Cycle
Then click on the “SEARCH” button and select the
guest
Click
“ CHECK IN” button
Now the Room No. Will Show
Then go to the Home Screen and
Front Desk In House Guests
Then select the guest and click on the “OPTION” button
Then click on the “TRACE”
Select the Housekeeping and write blanket and pillow
in the box and click on “SAVE” Then click on the “CLOSE”
Then select the guest and click on the “OPTION” button
Click on the “LOCATER”
Put a locator - Guest in coffee shop till 15.00 hours.
Put a locator - Guest in coffee shop till 15.00
hours.
Go to the Home Screen and
Front Desk In House Guest
Then select the guest and click “BILLING” button
Then the “LOGIN” form will appear
Then LOGIN and click on the POSTING
Post 5 bills – room tariff, tax, laundry, bar and mini bar.
Post 5 bills – room tariff, tax, laundry, bar and mini bar.
Create a single guest folio.
Settle the bill and check out the guest
Settle the bill and check out the guest
Then click on ‘CHECK OUT’ and EXIT
TASK-5
Role Play No.1
Ms Jennifer Ross wants to make a booking for 05 nights at
your hotel. The room type that she is asking for is not
available. It is her first trip to the city . On arrival she insists
that 02 pieces of luggage be kept at the left luggage room.
She checks in to the hotel. She wants to do a sight - seeing
trip of the city and the surrounding places. She has a fax to be
sent and calls the business centre. During the stay she asks for
a bottle insists that it be given as complimentary.
As a Front office Supervisor I will first great the guest, as check the
room ability that she is asking for. If that kind of
room will not available I will apologizes for it and
I will give her two option first she can make
reservation immediately : but it will be put on
Waitlist and when that room will available then
conform it . The second option will to book a
superior room, for which she could give a discount
so that the differential cost( First will be lower cost
then that room or second will be higher cost then that room) will not be much
and for this room the confirmation will be immediate . According to her I will
tell to FOA to book the reservation.
According to her accommodation I will
inform the Concierge to arrange a car for her for
seeing trip. And also inform to housekeeping to
give a Fax machine in her room.
I will call her to conform that all thing that
she was asking that are available or not, and I
will also ask anything else she want.
As she is insisting for a champagne as
complimentary I will give her two option that
she can take champagne or she can take
discount on her room bill which was told her at
reservation time.
Hotel ONAIR- By VDA Asia Pacific: The guests can experience the
hotel by viewing its offerings and city attractions, and stream their own
music, videos and pictures wirelessly to the TV.
Display Board- For automatically
open and close the curtains and
switch on and off the night lamp.
www.travelandleisure.com
https://www.youtube.com/watch?v=hd7v1pB-
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