ON –THE- JOB

TRAINING REPORT
NAME: PREEMA FERNANDES

REGISTRATION NUMBER: 173243375

Submitted in the partial fulfillment of the requirement for the

Bachelors in the Hotel Management (BHM) of the Mangalore
University

SAROSH INSTITUTE OF HOTEL ADMINISTRATION

May 2020

Training coordinator Principal

Internal examiner External Examiner

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SPECIAL GUEST APPRAISAL

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XVII
ACKNOWLEDMENT:
In the accomplishment of this “on the job training” and “on the job training”
successfully, many people have best owned upon me their support and help. This time I am
utilizing to thank all the people who have been concerned with this project

I would like to express my special thanks of gratitude to Mr. Donald James Dsouza,
Training & Placement coordinator, Sarosh Institute of Hotel Administration, for his
guidance and constant supervision as well as for providing necessary information
regarding the project throughout pandemic and lockdown situations.

I would like to thank Mr. Amar Z Cherian, Principal, Sarosh Institute of Hotel
Administration and my mentor Mr. Uday Menon for their help and assistance.

I am extremely thankful and pay my gratitude to Mr. Guitry Velho, General Manager
&Mr.Sidhesh Bandodkar, HR Manager , Heritage Village Club, Goa for providing me an
opportunity to get trained in this prestigious property. I thank all the departmental
managers and staff for guiding me throughout my training period.

Place: Mangalore Ms. Preema Fernandes

Date: Reg. No: 173243375

XVIII
SL.NO CONTENTS PAGE NO.

1 CHAPTER I 1 - 18
PROFILE OF THE HOTEL

2 CHAPTER II 19-38
PROFILE OF THE DEPARTMENT TRAINED IN

3 CHAPTER III 39-42

LAYPOUT OF THE DEPARTMENT AND EQUIPMENTS USED

4 CHAPTER IV 43-58
OPERATIONS

5 CHAPTER V 59-64
SWOT ANALYSIS

6 CONCLUSION 65

7 BIBLIOGRAPHY 66

XIX
LIST OF FIGURES USED:

SL.NO. FIGURE

1 FIGURE 1 LOGO OF THE BRAND

2 FIGURE 2 PROFILE OF THE HOTEL

3 FIGURE2.1- 2.4 DIFFERENT TYPES OF ROOMS

4 FIGURE 2.5 BATHROOM AMENITIES

5 FIGURE 2.6 – 2.8 RESTAURANTS

6 FIGURE 2.9 – 2.10 BEVERAGE OUTLETS

7 FIGURE 2.11 EVENING SET UP- FOR ENTERTAINMENT NIGHT

8 FIGURE 2.12 CONFERENCE AND BANQUET HALL

9 FIGURE 3 PROFILE OF THE DEPARTMENT TRAINED IN

10 FIGURE 4 – 4.9 EQUIPMENTS USED

11 FIGURE 5 – 5.5 DIAGRAMMATIC REPRESENTATION OF

OPERATING PROCEDURES

XX
 LIST OF ABBRIVATIONS USED

NGO NON GOVERNMENT ORGANISATION

DVD DIGITAL VERSATILE DISC

TV TELIVISION

VIP VERY INMPORTANT PERSON

SQ.FT SQUARE FEET

KMS KILOMETERS

FOM FRONT OFFICE MANAGER

GRO GUEST RELATIONS OFFICER

HR HUMAN RESOURCE

ASST. ASSISTANT

PMS PROPERTY MANAGEMENT SYSTEM

FIT FREE INDIPENDENT TRAVELLER

FO FRONT OFFICE

& AND

REG.CARD REGISTRATION CARD

ID CARD IDENTITY CARD

E-MAIL ELECTRONIC MAIL

XXI
CHPTER I:

PROFILE OF THE ESTABLISHMENT:

Figure 1

The select group was formed in the year 2002 under the guidance of Late chairman
Padma shri Mr. Inder Sharma, a leading doyen in the Indian travel and tourism industry
and the man behind India’s largest and most successful travel venture “SITA World Travel
“ from the year 1955 to the year 2000. SITA World Travel in its time pioneered the travel
business winning several National and international accolades.

A pioneer in the Indian Travel Industry, the late. Mr. Inder Sharma joined
the tourism industry in 1953 as a transfer assistant. After completing his training at SITA
World Travel Inc., New York for 6 months, he opened the first SITA office in India in
1956. During his life time and till the date he is considered as the “FATHER OF
MODERN TOURISM IN INDIA”. He was honored 50 plus awards, among those
PADMA SHRI by the government of India in the year 1990 for his contribution in the field

1
of Tourism, hall of fame in the year 1993 by Indian Association of Tour Operators(IATO),
Awarded the “Presidential Award” by PATA, and many more.

His children Neeraj ghei and Arjun Sharma were the key pillars of the
business since 1984.

Today under the leadership of it’s current chairman Mr. Arjun Sharma ,
Select group has successfully ventured into several diverse verticals including retail(Select
CITYWALK) , hospitality(Heritage Village Club Goa , Heritage Village Club Manesar),
Private Equity , Infrastructure ( Select Infrastructure Pvt. Ltd.) and organic
farming(Vardan agrotech) making each a worthy entrepreneurial landmark.

Mr. Arjun Sharma, the current chairman of select group, along with his
father Mr.Inder Sharma and sister Neeraj ghei laid a firm step in the hospitality in the year
1997 with Heritage Village Club Goa. In the year 2007 Select CITYWALK, India’s most
admired shopping center and India’s 9th largest mall was inaugurated. In the year 2010 its
second hospitality venture Heritage Village Club Manesar was launched in Haryana.

MISSION:

 To pursue excellence by thinking out of the box and to provide unique experiences
and creating customer delight.

To achieve Sustainability and & profitability with relentless passion & simplicity of style,
swiftness of action and focused leadership in all our chosen businesses.

VISION:

 We will pursue our goals through focused determination based on our core
strengths and adapt positively to the dynamic and constantly changing environment.

COMPANY VALUES:

 FAIRNESS: We deal fairly with clients, employers , competitors, peers,

the media and the general public. We respect every opinions and support the
right of free expression

2
  HONESTY: We adhere to the highest standards of accuracy and truth in
advancing
the interests of those we represent and in communicating with the public
 INTEGRITY: integrity is our key value in serving our customers and
general public. Throughout these years we have successfully maintained it.
 COMMITMENT: We are committed to the service that we provide
through our various sectors along with being socially responsible.
 DEDICATION: Dedicated towards achieving our mission and vision
through day today services

MILESTONES:

 Select Group has year-on-year reached new heights and thus, have received numerous
recognitions from the industry. Select CITYWALK has continually been awarded with the
‘Country’s Most Admired Shopping Centre’ by several independent organizations is a
recipient of 100+ awards, including the award for Images Most Admired Shopping Center
in India for the last 10 years.

Heritage Village Club, Goa was the first all-inclusive resort in the entire of India. This
was a defining moment as this concept never existed before and Heritage hotels was the
first to introduce this bold initiative in the country. Its Hotel in Manesar celebrates the
Heritage of Rajasthan along with contemporary and cutting edge service

WORK MANTRA:

 Corporate Social Responsibility has always been the heart of our company philosophy.
The Select Group is a socially and environmentally conscious organization, with
pioneering efforts towards social upliftment through its various foundations. The Select
Group also have a kind heart for animals and is associated with NGOs for same and is
being monitored and guided under the leadership of Mrs. Jyotsana Sharma, wife of Mr.
Arjun Sharma under the banner of Amarrah Foundation

3
INTRODUCTION OF THE PROPERTY:

4
 Figure 2

Strategically located in the picturesque part of South Goa and a five minute walk
from Goa’s pristine Arossim beach, Heritage Village Resort and Spa is a heaven for every
family. Portuguese styled holiday at our resort that prides itself on providing guest a
multitude of in-house and water activities accentuated with culinary flavors. From
luxurious accommodation, sumptuous meals, delicious snacks and refreshing beverages to
a wide range of fun and entertainment activities for the entire family to romantic dinners
and soulful relaxation; this is your one stop Goan destination.

Awarded the hall of fame 2019 by Trip Adviser, the property envelopes you in the
architecture and culture of Goa with Portuguese rooms designed with utmost comfort and
a wellness spa that indulges your body and soul. Loved by all who visit, it’s the perfect
family destination that is guaranteed to provide you with a surreal Goan vacation
experience. Perfect for family getaways; choose from the endless signature experience that
help discover the true spirit of Goa such as electric bikes, distillery tours, beach picnics,
pottery sessions to even a private yacht excursions and more. Not just that, the resort itself
has activities packed to make kids and adults alike squeal in delight.

The Heritage Village Club, is eclectic blend of material pleasure and aesthetic
beauty. Overlooking Arossim beach, the Heritage Village Club Goa offers picturesque
view of the white sands and the village.

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 The Heritage Village Club Goa is equipped to handle the need s of business and
travellers the whims of holidaymakers.

All 97 rooms at Heritage Village Club Goa are cocoons of flush comfort and
enduring warmth. Replete with modern room amenities, the rooms are perfect for business
and holiday travellers. The Heritage Village Club Goa accommodation reflects the collage
of aesthetic furniture, colorful mosaic art, Portuguese styled rooms, ethnic décor and state
of the art gadgets.

Heritage Village Club Goa, understands the true spirit that brings Goa alive. And helps
to discover a true holiday experience. Heritage Village Club Goa is a beautiful beach front
facing resort based in Goa. It gives a totally satisfying holiday and have been pioneered as
the “all-inclusive” holiday concept- where a person can pay one comprehensive price for
all facilities. One can get accommodation, unlimited food, snacks in-between meals, in
house beverages and entertainment activities for the whole family. For exquisite dining in
Goa, this beautiful Goa resort offers delicious cuisine (both international and local) to whip
the appetite or savor mouth watering seafood and grills cook to one’s delight. In the
evening, laze over a long cocktail with delightful entertainment options. Or simply relax
over the Ayurvedic Spa and with lots of personalized (but unobtrusive) attention. Heritage
Village Club, Goa is a proud recipient of several international awards, including a 3 time
winner of the Thomson Gold Awards.

ADDRESS OF THE HOTEL:

Heritage Village Club Goa

Select Holiday Resorts Pvt. Ltd.

Arossim Beach Goa.

Telephone Number : 0832 – 6694444

LOCATION:

Heritage Village Club Goa is a 97 room All Inclusive Resort in Goa which is
conveniently located at a distance from of Hotel

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 Name of the Place Distance
Dabolim Airport 12kms
Madgaon City 12kms
Madgaon Railway Station 12kms
Marmugoa Port (Vasco) 15kms
Cansaulim 1.5kms
Colva beach 10kms
Panaji 35kms
Calangute/ Baga/ Candolim 42kms
Church of St. Francis Xavier 28kms
Market 1.5kms

ACCOMMODATION:

Room Type No. of Rooms Room location/ Number

Superior room 23 100 series
Design rooms 47 200&300 series
Club rooms/grand club rooms 24 500 series
Suites 02 111&112
Disabled friendly design room 01 301

The Heritage Village Club is a 97 rooms resort in Goa featuring an all inclusive
concept where a person can pay one comprehensive price for all facilities. One thing that
The Heritage Village Club have in common are the great views, - each is garden or pool
facing, the vibrant color schemes, and a warm sense of coziness.

All rooms are spacious well-appointed and equipped with all standard international
amenities.

FACILITIES AVAILABLE FOR THE GUEST:

 All bathrooms are equipped with shower cubicles

 24 hours Doctor on call
 24 hour Foreign Exchange available
 Non-smoking rooms
 Bedside master panel to control lighting
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  Satellite
Television in all
rooms
 State of
the art Business
Center
 1 Large
Conference hall
 Restaurants and Bar
 Swimming Pool
 Ayura Ayurveda Centre
 Laundry/Valet Services
 Travel Desk
 Airport pick up & drop available
 Hotel cars available for city use
 Mini Bar equipped with a finest selection of beverages snacks in
club/Grande
club rooms, suites.

SUPERIOR ROOMS:

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The Superior Rooms are singularly comfortable, with cheerful color themes. Located on
the 1st Level of the Main Block. They are coziness personified.

 23 Superior  Rooms
 Satellite Television
 Direct Dial Phones
 Tea/coffee Maker
 Internet connectivity
 Smoking and Non Smoking Rooms

DESIGN ROOMS:

Figure 2.2

The Design Rooms are

avante garde and chic,
with mood lighting, contemporary customer choice, one is assured of a wonderfully stress
free and relaxing stay. At the holiday beach resort in Goa, The sheer attention with which
every detail has been looked into is visible in each aspect. Also boast of modern, ultra-

9
comfortable furniture, customized linen, one-of-a-kind steel accessories…every little
feature that offers you nothing but the best. One will especially appreciate thoughtful
touches like the Feng Shui inspired Chinese Bamboo decorations, a cuddly teddy bear and
works of art created by the young, upcoming artist Krishnamachari Bose.

 48 Design Rooms
 Satellite TV
 Dedicated sitting area
 Large Guest Storage Space
 Tea/coffee Maker
 internet connection

CLUB ROOMS/ GRANDE CLUB ROOM:

Figure 2.3

The Grande rooms

are personified
sheer luxury. One can expect a luxurious holiday resort experience. In addition to the sheer
magnificence of the rooms, as a discerning traveller one will enjoy the thoughtful touches:
Internet access; a DVD player, (with a movie selection of your choice); a 32” Plasma TV;
customized room and bath amenities…and much more.

 24 club rooms

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  Satellite TV
 Dedicated sitting area
 Large Guest Storage Space
 Minibar & Tea/coffee Maker
 Internet connection

As a Grande Club room Guest, one gets upgraded to  the Premium all inclusive Plan
and are treated to an exceptional holiday experience, Complimentary air-conditioned
chauffeur driven private transfers and sightseeing, premium drinks, free massages, and a
special a’la ‘carte meal, not forgetting little thoughtful touches like complimentary mini
bar amongst others.

SUITE:

Figure 2.4

The Suite
rooms spread over 600 square feet of Area, each Suite offers wonderful views offering a
180 degree view of the entire Resort. The Suites also includes either a large balcony facing
the main swimming pool. With Specialized flooring, a dedicated work station, the Suites
include other exclusive features like specially selected works of art, antique furniture,
customized linen and convenient facilities.

 2 Suites with Large/balconies

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  Satellite Television
 Mini bar/ Tea-coffee maker
 Customized table
 ware/ Customized
 toiletries
 Internet  connectivity

GUEST SUPPLIES:

Figure 2.5

Standard Supplies include

Towels, Soap, Shampoo,
Moisturizer, Dental Kit, Shaving Kit,
Care Kit (Ear Bud, Cotton and
Band Aide) Sewing Kit (Needle and Thread) and Sleeper (only in V.I.P. rooms).

BEVERAGE SUPPLIES:

Plain water, Tea Bags, Coffee Sachets, Electric Hot water kettle. Safe Lockers are
available in all the rooms. Wi-Fi Connectivity - Wi-Fi connectivity is available within the
hotel premises. However it is not complimentary. Wi-Fi is available in various bill plans.
The same can be activated by request at the reception. Charges shall be paid by the guest at
time of activation or during clearing of the final bill (at time of check out)
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DINING IN HERITAGE VILLAGE CLUB, GOA:

Traditional Goan, International, seafood or a live grill. One can take a pick and get ready
for a great culinary experience. The skilled chefs ensure that the customer relish both,
authentic Goan and cosmopolitan international flavors at the specialty restaurants. And of
course, the new resto-bar serves up a tantalizing array of live grills of one’s choice.
Accompanied by a choice of cocktails and wines from the world over for the visitor.

CHUTNEY:

Figure 2.6

Lavish buffet spreads

offer Goan cuisines,
international cuisines and traditional Indian flavors. Dine in this Latin style quarter
restaurant in air-conditioned comfort or in the open on the Patio. Open for breakfast, lunch
and dinner.

Covers: 84 Pax

Menu Type: Buffet Serving - Multi- Cuisine Menu

Operational Timing:

Breakfast 7:30 a.m. to 10:30 a.m.

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Lunch – 12:30 p.m. to 3:00

Dinner – 7:30 p.m. to 10:30 p.m.

MANGO TERRACE:

Figure 2.7

Authentically
Indian. Continental and the best of Goa. The multi-cuisine Mango Terrace offers a
sumptuous experience for the good food lover. Delectable seafood including lobsters,
prawns, crabs. All of which one enjoys in the magical ambience-indoors or under the
stately mango tree. Open for dinner only.

Covers: 80 Pax

Menu Type: Goan / Sea Food / Grilled Items

Operational Timing: Dinner – 7:30 p.m. to 10:30 p.m.

FORREST – THE RESTOBAR:

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 Figure 2.8

Our Newly Launched Restobar Forrest, comes with probably one of the most
fascinating themes in Goa. At our Goa beach resort, Forrest – The Restobar offers a wide
range of beverages from across the globe and offers a fine dining experience worth trying

Covers: 36 Pax

Menu Type: Ala’ Carte – Multi-cuisine

Operational Timing: Dinner – 7:30 p.m. to 10:30 p.m.

CASA ROSA:

Figure 2.9

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 Pub & Bar in Goa: This cheerfully lit pub is operational between 1100 to 2300 hrs
as an all inclusive bar serving Domestic brands of Indian spirits, beer, wines, liqueurs. It
offer a wide range of Drinks other than those included on the all-inclusive package are also
available on a direct payment basis. Post 2300 Casa Rosa, turns into a regular paid bar
open till the wee hours.

Covers: 54 Pax

Menu Type: Common Alcoholic / Non Alcoholic Beverages & Snacks

Operational Timing: 11:00 a.m. to 11:00 p.m.

SWIM-UP BAR THE POOL:

Figure 2.10

Operational between 1100 to 1800hrs, it serves a selection of Indian spirits, beer and
wines.

POOL SIDE:

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Specialty Theme Nights on Mondays & Thursdays with Dance &

ENTERTAINMENT:

Figure 2.11

(Magic Shows / D.J. Music / Afro

Dancers / Evergreen Music Band /
Horse Racing etc.)

CONFERENCE AND BANQUET FACILITIES:

Figure 2.12

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 The Heritage Village Club has an air-conditioned conference hall, which can cater to

meetings and functions from 30 up to 130 persons. This space is designed to the

highest international standards and is fully equipped to handle conferences of all sizes.

Seating Plan Covered Area (sq.ft.) 1800

SEATING CAPACITY

Theatre : 130

Classroom : 75

U-shape : 45

RECREATIONAL ACTIVITIES:

Entertainment:

It includes of In-house games, Entertainment (Evening) like night shows based on

different themes like the Goan, Bollywood, Indian and Hawaii. It also includes Sight

Seeing / Excursions Short Trips. Swimming Pool and beach games which bring a lot

of fun to the guest are also been organized.

ORGANISATION CHART OF THE HOTEL

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 FINANCE MANGER CHIEF ACCOUNTANT ACCOUNTANT

FRONT OFICE ASST.FOM F.O. EXECUTIVE RECEPTIONIST

MANAGER

RESTAURENT F&B SERVICE

F&B MANAGER BAR MANAGER
MANAGER STAFF
GENERAL MANAGER

MAINTENANCE
CHIEF ENGINEER STAFF
ASST. MANAGER &HR

EXECUTIVE CHEF SOUS CHEF COMMI 1 COMMI 2 TRAINEE

ANIMATION ANIMATION STAFF

MANAGER

K.S.T EXECUTIVE

CHAPTER II:

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PROFILETHE DEPARMENT TRAINED IN:

Figure 3

Front Office Department is the face and as well as the voice of a business. Regardless
of the star rating of the hotel or the hotel type, the hotel has a front office as its most visible
department. For a business such as hospitality, the front office department comes with an
aspect of elevating customer experience with the business. Front Office department is a
common link between the customers and the business.

The mere mention of the world hotel conjures up exciting images, busy lobby, filled
with international dignitaries, celebrities and large exceptions, business person, family
vacationers etc. The excitement that put you in a hotel lobby is something one will
remember forever in his career.

This is beginning of understanding the concept of providing hospitality to guest. As we

begin a grasp the principles of well operated hotel .

We discover the important role the front office plays in keeping this excitement intact.
The front office is nerve center of a hotel property filling of rooms, communication with
guests , employees of other department request for information on guest run availability
and housekeeping department. Inquiries concerning guest reservation are same routine
tasks performed constantly by a hotel front office in its role as a communication hub. There
are various numerous activates performed by front office department.

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ORGANISATION CHART OF FRONT OFFICE:

GENERAL
MANGER

FRONT
OFFICE
MANAGER

ASST. FRONT RESERVATION GUEST NIGHT

MANGER BELL RELATIONS
OFFICE CAPTAIN AUDITOR
MANAGER OFFICER

RES. BELL ASST. CASHIER

F.O. STAFF GRO
BOYS
EXECUTIVE

TRAINEE
TRAINEE
RESEPTIONIST

TRAINEE

FUNCTIONS OF THE DEPARTMENT:

GUEST REGISTRATION:
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Does all guest registration-related activities like Check-in, room assignment, welcoming,
room rate etc.

GUEST SERVICE:

Fulfills any Guest Services related activities.

GUEST HISTORY AND RECORDS:

Creates and maintains a guest profile, history, likes and dislikes, collect feedback etc.

GUEST DATABASE:

Develops & maintains a Comprehensive Database of Guest Information

RESERVATION:

This section is responsible in registering the room reservation from various sources, with
recordings, filing of reservation records, and revise on the appropriate time to make sure
that guests would have their rooms upon entering the hotel.

POSTAGE AND PARCELS:

This section is to facilitate guests pertaining to the posting of letters, telegrams, and
parcels.

TELEPHONE:

This section is to facilitate guests pertaining to the telephone both internally and externally,
and to wake guests up in the morning upon request.

FINANCE AND FOREIGN EXCHANGE:

This section relates with the Accounting Department, through the collection from guests
through their services, and also give the foreign exchange service.

INQUIRY:

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This section is to answer questions and inquiries of guests. Therefore, this section would
have to be alert with all the movements of the hotel.

BELL DESK AND CONCIERGE:

Provide all services related to Bell desk and Concierge like handling guest luggage safely
and tagging them , helping guest in any travel and tour related queries.

SUB SECTIONS OF THE DEPARTMENT:

 Reservations
 Communication (Telephone)
 Reception
 Information
 Cashier
 Bell Desk
 Guest Relation.

In addition to the above depending on the organization structure and made of operations
Business

Centre, Concierge, Travel and Transport, Shopping Arcade etc also come under front
office

department in many hotels.

All the departments in front office have a significant role of their own in the Hotel
Operations

RESERVATIONS:

23
 Hotels will readily accept advanced reservations and bookings in order to achieve high
occupancy and to maximize revenue. When a guest makes advanced reservation for a
definite time period it is expected that the hotel accept and honour its commitment by a
contract between the hotel and the guest

Reservation department handles all the reservation requests through various means and
deals with all the sources of reservation like travel agents, airlines crew etc. it maintains
the reservation rack , room inventory and proper record of reservation and room
forecasting.

TELEPHONES:

The telephone operator answers all the incoming calls in friendly and courteous tone
and directs them to the guest rooms through the telephone console or to hotel personnel
and other departments. They also perform the duty of placing wake up calls

RECEPTION / REGISTRATION:

This section of the front office has a direct contact with the guest right from the time
of arrival till departure. Staff from reception welcome the guest on arrival and register
them and assign room and handling the room keys. Maintains various records and forms
and co-ordinates with other departments for the smooth functioning

CASHIER:

After the guest check in cashier opens the guest folio and various guest accounts during
their stay and prepares the guest bills and settling them at the time of departure. It also
maintains various records like cash handover book, cash receipts etc.

BELL DESK:

Bellboys assist guest in transporting their luggage from lobby to their room and back
during check out. They also perform various jobs assigned by FOM or bell captain. They
distribute newspapers and messages to guest. Bell desk maintains various registers like bell
boy log book, left luggage register

24
GUEST RELATION:

Ensures flawless, professional and high class guest service experience. This department
analyses the guest feedbacks and responsible for responding to the guest needs. The GRO
escorts the VIP guests to the room and takes care of the special days for the guest and
makes the necessary arrangements like cake , room decoration, flowers etc.

ANCILLARY AREAS

BUSINESS CENTER:

It generates a part of the revenue of front office department by providing services like
internet, printing etc.

CONCIERGE:

This is a French term which means doorkeeper - porter and also refers to hospitality Staff
of this section is responsible for providing guest services and needs. In some hotels
concierge provides information to the guest when longer interactions are required such as
planning of an itinerary etc. so this can be referred to as an extended arm of information
desk.

TRAVEL AND TRANSPORT:

Arranges vehicles for guest pick-up and drop as per the guest request and also keep a
record for the same for the bills.

SHOPPING ARCADE:

A row of shops arranged in the lobby which sell souvenirs, books, gifts, flowers etc.

25
JOB DESCRIPTION OF DEPARTMENTAL STAFF:

FRONT OFFICE MANAGER:

Directly supervises all front office personnel and ensures proper completion of all
front office duties. Directs and coordinates the activities of the front desk, reservations,
guest services, and telephone areas. Prepare monthly reports and budget for front office
department.

 Ensures that the tasks at front office are performed smoothly and
effectively.
 Preparing duty roaster chart for staff according to schedule
 Ensuring front desk provides a professional and friendly service for guest
 Acts as a communication medium between general manager and front office
staff
 Participates in the recruitment of new employees and trains them
 Conducts briefing and evaluates the job performance of each front office
employees
 Acts as a communication medium between other departments and maintains
working relationships
 Maintains a master key and has control over all other keys
 Verifies that accurate room status information is maintained and properly
communicated
 Resolves guest problems quickly, efficiently and professionally
 Updates group information; prepares, monitors and maintains group
information and requests
 Checks cashiers in and out and verifies banks and deposits at the end of
each shift.
 Ensures every staff is in proper grooming
 Ensures implementation of all hotel policies and house rules
 Reviews front office log book and guest feedbacks on the daily basis.

26
  Maintains an organized and comprehensive filing system with
documentation of purchases, vouchering, schedules, forecasts, reports and
tracking logs.
 Reviews daily front office work and activity report generated by night
auditor
 Monitors all VVIP’S, VIP’S, and special guests and their requests.
 Ensures that employees are attentive, friendly, helpful and courteous to all
guests, managers and other staff.
 Performs other duties as requested by management.

ASSSISTANT FRONT OFFICE MANAGER:

In the absence of Front Office manager or Resident Manger take charge of the
operations of Front office Department. Primarily reports to Front office manager. Ensures
guests have a smooth running stay at the hotel.

As the Assistant Front Office Manager, one should act as the bridge between the
front and the back office. While coordinating the operation, you will also ensure that all
guests experience a fantastic stay

 Customer Satisfaction (Guest Feedback, Social Media Review).

 Financial Performance (Up selling, Room Revenue, Operation Auditing).
 Showing Initiative, Problem Solving, Staff Training, Team Leading.
 Manages and motivates the Front Office team in order to provide a high
standard of service for customers.
 Handles any guest complaints or contentious issues that cannot be settled
directly by team members and provides a fast solution.
 Oversee and supervises guest arrivals and departures with the front office
executive and duty managers.
 Provide high level of customer service and maintain a high profile in the
day to day front office operations
 Ensure that personalized service is offered to each and every guest.

27
  Ensures that the pricing policy and internal audit procedures are duly
applied.
 Supervises the management of debtors, group and individual guest
invoicing and cash operations.
 Review arrival list for all arrivals and VIPs to check room allocations,
amenities and special requests.
 Is involved in recruitment of new team members for front office.
 Integrates and trains employees, providing support for skills development.
 Ensures that all front desk employees are well presented (uniforms, personal
hygiene etc.), and also punctual.
 Ensures that the workplace remains clean and tidy
 Ensure team members have current knowledge of hotel products, services,
facilities, events, pricing and policies and knowledge of the local area and
events.
 Have a good knowledge of all systems and standard operating procedures of
front office.
 Ensures that guest documentation and information is available and up-to-
date.

RECEPTIONIST:
Receptionists are a pivotal member of staff in any company. They are the first point
of contact for any visitors to the office or anyone contacting an organization, so being well-
presented and polite are pivotal traits. A Receptionist also maintains security by logging all
visitors and possibly issuing visitor passes, plus provides support to the HR team as
required.

 Serves visitors by greeting, welcoming, and directing them appropriately.

 Direct visitors to the appropriate person and office
 Answer, screen and forward incoming phone calls
 Receive, sort and distribute daily mail/deliveries
 Maintain office security by following safety procedures and controlling
access via the reception desk (monitor logbook, issue visitor badges)

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  Order front office supplies and keep inventory of stock
 Handles guest inquiries and complaints
 Informs guest of hotel room rates and other services
 Ensures proper room allocation
 Registration and guest check in is carried out on arrival
 Verifies guest payment methods
 Verifies and imprints credit cards for authorization
 Issues room keys and direct guests to their rooms
 Compute all guest billings, accurately post charges to guest rooms and
house accounts
 Receive and transmit messages for guests
 Listen and respond to guest queries and requests both in-person and by
phone
 Provide accurate information about local attractions and services
 Liaise with necessary staff including housekeeping and maintenance to
address any problems or complaints made by guests
 Complete and maintain any incident reports, daily activity reports or other
reports requested by management
 Listen and respond to guest queries and requests both in-person and by
phone
 Provide accurate information about local attractions and services
 Liaise with necessary staff including housekeeping and maintenance to
address any problems or complaints made by guests
 Complete and maintain any incident reports, daily activity reports or other
reports requested by management

RESERVATION MANAGER:

Ensures the smooth and efficient operations in the department through prompt,
effective and proper reservations service to achieve maximum room revenue in order to
meet or exceed the revenue target.

29
 Supervising General Job Performance of reservation staff implementing of policies
and procedures under guidance of Front Office Manager, training, responsible and perform
any other duties might requested by Front Office Manager or Room Division Manager.

 Possesses great knowledge about reservation system

 Responsible for hotel and local reservations and reservation –links

 Handling of correspondences, sorted - out letters, telexes, fax, cables which

are checked already by Front Office Manager.

 Allocate daily tasks to Reservations staff.

 Review reservation booked daily.

 Review arrival report daily.

 Responsible for preparation of occupancy forecast

 Responsible for training staff.

 Responsible for implementation of policies and procedures.

 Responsible for recording Company/ travel agent Rates both in system and

correspondence file.

 Communicating with Sales Department in regards to occupancy, Rates

Reservation's Analysis.

 Knowledgeable in hotel and guest room facilities/services and

ensures reservation agents are equally knowledgeable.

 Monitoring Telephone Manner and general performance of reservations

staff daily.

 Ensure special handling of repeat guests and VIP guest.

 Monitors and coordinates group reservation activity with the Sales

Department

 Follows up tentative bookings and update reservation status

30
  Reviews no-show and cancelled reservations and
processes charges according to hotel’s policy

 Review room blocking for long stays and special group request.

 Supervising of Group Reservations.

 Responsible for work schedule

 Responsible for maintaining a Neat and Orderly position at all times

RESERVATION AGENTS / STAFF:

Responds to communications from guests, travel agents, and referral networks

concerning reservations arriving by mail, telephone, telex, cable, fax, or through a central
reservation system. Creates and maintains reservation records-usually by date of arrival
and alphabetical listing prepares letters of confirmation and promptly processes any
cancellations and modifications.

Additional duties may include preparing the list of expected arrivals for the front
office, assisting in preregistration activities when appropriate, and processing advance
reservation deposits.

 Processes reservations by mail, telephone, telex, cable, fax or central

reservation systems referral.
 Processes reservations from the sales office, other hotel departments, and
travel agents.
 Knows the type of rooms available as well as their location and layout.
 Knows the selling status, rates, and benefits of all packages plans.
 Knows the credit policy of the hotel and how to code each reservation.
 Creates and maintains reservation records by date of arrival
 Prepares letters of confirmation.
 Communicates reservation information to the front desk.
 Processes cancellations and modifications and promptly relays this
information to the front desk.

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  Understands the hotel's policy on guaranteed reservations and no-shows.
 Processes advance deposits on reservations.
 Tracks future room availabilities on the basis of reservations.
 Helps develop room revenue and occupancy forecasts.
 Prepares expected arrival list for front office use.
 Makes sure that files are kept up to date.
 Maintains a clean and neat appearance and work area at all times.
 Promotes goodwill by beings courteous, friendly, and helpful to guests,
mangers, and fellow employees.
 To be aware of all front office procedures and assist with reception duties
when required

BELL CAPTAIN :
Primarily responsible for the supervision of all bell desk staffs, activities and also
up keeping of desk area. The bell captain is also responsible for welcoming all guests to
the hotel as well as bidding them with a fond farewell. He should make sure all luggage,
letter, courier and message movements are tracked and accounted.
Adhere to hotels standard operating standards at all times and also communicate
with Front desk manager to increase the efficiency of Bell stand / Bell Desk by preparing
timely reports.

 Ensure that bell desk is manned at all times.

 Keep working area, clean and tidy always.

 Ensure that smooth and fast baggage handling for all arrival/departure

guests.

 Maintain close relationship with reception / information /cashier as well as

other departments.

 Delegate bell boys to pick up the baggage from guest rooms.

 Errand cards are filled in for all baggage movements (check in , check out,
left luggage etc.)

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 Check the inventory of items on loan, and all items are collected at the time
of on or before check-out.

 All baggage movements are tagged and recorded.

 Ensure left luggage forms are filled and duly signed by guest and also all
applicable policies are explained to the guest.

 Guest Messages are distributed properly and accurately.

 Guest and other department’s letters, couriers are distributed properly and
accurately.

 Ensure that airport transfer is carried out smoothly and properly.

 Order required newspaper for next day and monitor delivery of newspapers
to each occupied guest room.

 Alert the management of any unattended packages and stranger found in the

premises.

 Checks the daily arrival list for VVIP's or guests with special need.

 Prepare for group movements and ensure enough staffing is in place to

handle groups.

 Greet all guests in the lobby in a warm and professional manner, make them
feel welcome and anticipate their needs before they arise.

 Helping guest service team in escorting guests to and from

their accommodations and also orienting them with the property features,
facilities and in room equipment.

 Assist guests with their luggage and try to acknowledge them by name.

 Store and retrieve luggage and other objects for guests.

 Communicate special guest requests to the Asst. front office manager /

Manager on Duty.

 Offer assistance to all guests at times. 

33
  Perform any other works as and when assigned by the management.

BELL BOY:
Responsible to Greet and welcome all guest to the hotel and relieve guests of their
luggage on arrival. You will ensure that the highest standards of hospitality and welcome
are demonstrated at all times, and that all guest requests are dealt with in a prompt and
courteous manner.

In Addition to assist guests with luggage, Porters are also responsible to collect and
distribute post, parcels. And also deal with general enquiries and ensuring the lobby and
forecourt areas are always clean and tidy.

 Checks the daily arrival list for VVIP's or guests with special need.

 To be present at the concierge/reception desk or in the lobby to be ready to

assist guests, colleagues and visitors when requested.

 Ensure collection and delivery of guest luggage and equipment in an

efficient and timely manner.

 Tag baggage it and return the identification slips to guests.

 Assists guests with luggage to the front desk

 Escorts guests to room, placing luggage in room assigned by front desk.

 Inspects guest room for order and adequate supplies and informs guests of
room amenities

 Provide items on loan to guest and collect the items back from guest
before departure

 Inform Front Desk cashier to charge items given on loan, in case there is any

charges applicable.

 Ensure the efficient delivery and collection of group luggage.

 Update and file errand cards

 Update the luggage movement register

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  Transport departing guest’s luggage from the room to the lobby, then into a
car or taxi after reconfirming with the guest.

 Respond to guest requests and queries providing a knowledgeable, efficient

and helpful information service.

 Assist the senior Concierge on duty with his/her duties during busy periods
and breaks.

 Assist with answering the telephone and taking messages, transferring calls
or dealing with enquiries.

 To provide an efficient luggage storage, delivery and collection service.

 Perform any other works as and when assigned by the management.

GUEST RELATIONS EXECUTIVE:

 Review arrival lists to welcome guests
 Attend to special guests (e.g. VIPs) and answer their inquiries
 Help prepare welcome folders with collateral (e.g. room service menus, area
descriptions)
 Provide information about amenities, area and venues and promote services
 Anticipate guest needs and build rapport with customers
 Offer assistance with certain tasks (e.g. confirming travel arrangements,
taking messages)
 Address customer complaints and escalate to Guest Relations
Manager when needed
 Record information in the logbook daily
 Ensure compliance with health and quality standards

NIGHT AUDITOR:

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 Checks front office accounting records for accuracy and, on a daily basis,
summarizes and compiles information for the hotel’s financial records. Tracks room
revenue, occupancy percentages and other front office operating statistics.

Prepares a summary of cash, check, and credit card activities, reflecting the hotel's
financial performance for the day. Posts room charges and room taxes to guest’ s accounts
including guest transactions not posted during the day by the front office cashier..

 Posts room charges and taxes to guest accounts.

 Processes guest charges voucher and credit card vouchers.

 Post charges to the guest accounts that have not been posted or were
incurred on the night audit shift.

 Transfer charges and deposits to master accounts.

 Checks to see that all charges are assigned to the appropriate departments.

 To verify that all transactions performed at the front desk are supported by

documentary evidence and signatures as necessary and that they have been
correctly posted and allocated in to PMS system.

 Prints up and files reservations for the next business day.

 Verifies all account postings and balances.

 Verifies that room rates are correct and posts those rates to guest accounts.

 Monitors the current status of coupon, discount, and other promotional

programs.

 Is able to function as a front desk agent especially in terms of check -in

and check -out procedures.

 Tracks room revenues, occupancy percentages, and other front office

statistics.

 Prepares a summary of cash, check, and credit card activities.

 Summarizes results of operations for management.

36
  Check figures, postings, and documents for accuracy. Record, store, access,
and/or analyze computerized financial information.

 Prepare of End of day procedure.

 Must have complete knowledge of emergency procedures.

 Balance the day’s charges, making corrections as necessary.

 Performs wakeup calls.

 Run end of day process in property management software .

 Understand principles of auditing, balancing, and closing out accounts.

 Knows how to operate PMS, typewriters, and other front office equipment's.

 Respond to guest needs, special requests and complaints and alert the
appropriate manager as needed

 Perform nightly balancing of in-room video and long-distance telephone

services

 Understand and knows how to perform check-in and check-out procedures.

CASHIER:

Posts revenue center charges to guest accounts, receives payments from guest

accounts at check -out. Coordinates the billing of credit card and direct-billed guest
accounts with the accounting division.

All guest accounts are balanced by the cashier at the close of each shift. He / She
normally entails answering guest inquiries regarding fees and services.

 Operates front office posting software.

 Obtains the house bank and keeps it balanced.

 Completes cashier pre-shift supply checklist.

37
 Completes guest check -in procedures.

 Clarifies customers question or concerns about the charges on their bills.

 Maintains adequate supplies of outlet stationery for cashiers.

 Assists with distribution of month end reports as directed by accounts or

front office manager.

 Attends meetings as required.

 Maintains a track of all high balance guests.

 Check and follow up on all bills on hold.

 Check the billing instructions are correct for all expected departure guests
and setup required auto routing or auto transfer on the PMS / Guest folio.

 Give on the Job training for new staffs.

 May also perform a variety of banking services for guests, Such as check
cashing and foreign currency exchange.

 Follow up on all deposit dues / deposit to be paid.

 Post charges to guest accounts.

 Handles paid-outs.

 Transfer guest balances to other accounts as required.

 Cashes checks for guests following the approval policy.

 Completes guest check-out procedures.

 Settles guest accounts.

 Dispenses guest records after the guest checkout

 Handles cash, travellers cheque, credit cards and direct billing requests
properly.

 Front office cashiers assume responsibility for any cash used in

processing front office transactions.

38
  Posts non-guest ledger payments.

 Makes discount adjustments.

 Disperses guest record upon check-out.

 Balances department totals at the close of the shift.

 Balances cash at the close of the shift.

 Manages safe deposit boxes.

 Assists Front desk staff on check in as and when required.

STAFF SCHEDULING:

Morning shift: 07:00hrs-16:00hrs

General shift: 09:00 -18:00hrs
Afternoon shift: 15:00hrs- 00:00hrs
Night shift: 23:00hrs- 08:00hrs

39
CHAPTER III
LAYOUT OF THE DEPARTMENT:

EQUIPMENTS USED:

40
 Figure 4.1

Figure 4

Figure 4.3
Figure 4.5
Figure 4.2
Figure 4.4

41
Figure 4.6

Figure 4.7

Figure 4.8

Figure 4.9

42
CHAPTER IV

OPERATIONAL ASPECTS

RESERVATIONS:

 Handles all reservation calls for all the bookings like free individual traveler
(FIT) or groups and also take reservation
 Handle all reservation requests by all other means like fax, telex, e-mail
etc.
 Maintain reservation rack
 Maintain accurate and up to date room inventory.
 Deal with all the sources of reservation like travel agent, airline crew,
corporate, etc.
 Set booking levels and close out dates if fully booked.

43
  Makes effort to up sale the rooms
 Lastly keep a proper record of reservation, room forecasting etc. to make
the later
process run well.

TELEPHONES:
 One of the important section of front office as it performs the job of
directing the various incoming calls in the hotel.
 Telephone exchange staff also compile the bills of the guest having various
call charges
 Performs the job of placing wake up calls for the guest on request.

RECEPTION / REGISTRATION:

 This is one of the most important sections of as they are in direct contact
with the guest right from the time of arrival till the time of departure.
 Reception staff performs the functions like welcoming the guest on arrival
at the hotel, registering them and assigning rooms to them.
 Complete pre-registration formalities for VIP’s, FIT ‘S, groups, etc.
 Maintain various records like registration cards, C-forms, amenities
voucher, movement slip, discrepancy report, occupancy list and statistics,
etc
 Execute government formalities regarding foreigners such as C- form
 Co-ordinate with housekeeping department for room clearance.

INFORMATION:

44
  This section is also equally important as it provides information to the
guest regarding the hotel, city and the country at large.
 Receive and send guest mails.

CASHIER:
 Opens guest folio after guest check-in, maintains various guest accounts
during their stay at the hotel.
 Prepares the guest bills at the time of check-out and are responsible for
settlement of guest account.
 Maintains and prepares records like cash hand over book, petty cash
register, encashment certificates, cash receipts and night audit report, etc.
BELL DESK:
 This is also a very important section of FO as the bell boys are the first
staff the guest comes in contact with as soon as they enter the hotel
 The bell boys help the guest in transporting the luggage from the lobby to
the room and from the room to the lobby during the arrival and departure
process respectively.
 Performs various miscellaneous jobs for the guest and official work
assigned by the F.O.M.
 Responsible for newspaper distribution in the hotel
 Also does the paging for the guest
 Maintains and sells postal stamps.
 Maintains registers like bell boy log book, arrival and departure errand card,
newspaper register, postal stamp register, scanty baggage register, left
luggage register, etc.

GUEST RELATION:
 Maintains contact with the guest during their stay in the hotel in order to
ensure that the guest is having a comfortable stay.
 Maintain guest history
 Escorting the VIP guest to the room
45
  Render traditional welcome
 Coordinate with travel desk to avoid confusions regarding vehicle
arrangement for guest from hotel side
 Take care of special days for the guest and make arrangement for cake / a
candle light dinner / complimentary gift / flowers etc.

ANCILLARY AREAS

BUSINESS CENTER:

 It is one of the revenue generating centers of the FO.

 It is a place where a guest can get the facilities like Internet, Xerox, Print
outs, etc.

CONCIERGE:

 Staff of this section is responsible for providing guest services and needs.
In some hotels concierge provides information to the guest when longer

46
 interactions are required such as planning of an itinerary etc. so this can be
referred to as an extended arm of information desk.
 This is a French term which means doorkeeper - porter and also refers to
hospitality.

TRAVEL AND TRANSPORT:

 Arranges vehicles for guest pick-up and drop as per the guest request and
also keep a record for the same for the bills.

SHOPPING ARCADE:

 A row of shops arranged in the lobby which sell souvenirs, books, gifts,
flowers etc.

STANDERD OPERATING PROCEDURE

1. REPORTING TO WORK SHIFT:

 Arrive at the staff gate well in advance (minimum of 20.mins prior to the
beginning of the shift).
 Get the uniform issued from the linen room
 Change in locker room. Ensure that all the accessories which are part of the
uniform are worn i.e. name tag, side bag, logo tag etc.
 Unsure your grooming is up to the mark & as per the std.

2. WELCOMING GUEST ON ARRIVAL:

FIRST VISIT
47
  Once the guest reaches the hotel porch, bell boy greets the guest & offers
him\her with baggage assistance.
 GRO meets the guest in the lobby and wishes him\her “good ……(time of
the day)welcome to heritage village club, Goa.& welcomes them with
Arthi Tika (traditional welcome) and wishes them a pleasant stay.
 GRO will escort the guest to reception
 Receptionist greets the guest and offers the seat assistance, makes the guest
comfortable& requests for their last name and their id proof.
 Receptionist takes out the reg. card of the guest & meal plan band
 Guest registration card will have the following details taken the at time of
reservation
 Receptionist completes guest the guest registration formalities and explains
about services, facilities, meal timings &about their meal plan.
 Key card is programmed for the guest
 Receptionist will introduce the guest to guest relations & requests her to
escort the guest to room
 Receptionist will wish the guest with a pleasant stay
 Bell boy will be informed about the delivery of guest baggage to their room

REPEATED GUEST

 Once the guest reaches the hotel porch, bell boy greets the guest with his
\her name & offers him\her with baggage assistance
 GRO meets the guest in the lobby and wishes him\her “good ……(time of
the day)welcome back to heritage village club, Goa.& welcomes them
with Arthi Tika (traditional welcome) and wishes them a pleasant stay.
 Receptionist greets the guest by their name and offers the seat assistance,
makes the guest comfortable& requests for their last name and their id
proof.
 Receptionist takes out the reg. card of the guest & meal plan band

48
  Guest registration card will have the following details taken the at time of
reservation
 Receptionist completes guest the guest registration formalities and asks if
the need information about the services of the hotel
 Key card is programmed for the guest
 Receptionist will introduce the guest to guest relations & requests her to
escort the guest to room
 Receptionist will wish the guest with a pleasant stay
 Bell boy will be informed about the delivery of guest baggage to their room

3. PROCEDURE OF REGISTERATION FOR DOMESTIC

GUEST:
 Receptionist greets him/her and offers seat assistance
 Once the guest is comfortable , staff will politely ask for his /her last name
under which room is reserved
 Trace the reservation and take out the reg. card
 Reg. card is presented neatly in a folder
 Ask the guest for a I’d proof and note down the details
 Confirm the departure date and time, and also the details written down.
 Confirm the room category, room rate and package inclusive with the guest.
 Confirm the arriving and departing destination from the guest.
 Confirm the mode of payment with guest
 If mode of payment is bill to company/travel agent voucher;
then check for same in the correspondence
 If the mode of payment is cash the ask the guest to make a
advance payment for a night plus 5000/- additional
 If it is credit card then ask for the credit card politely from
guest.
 Request the guest for his/her signature on the reg. card.
 Program the key for the guest room.
 Guest relations will escort the guest to room

49
  Bell boy will assist guest with luggage.
 Wish the guest with a pleasant stay.

4. PROCEDURE REGISTRATION OF INTERNATIONAL GUEST:

 Receptionist greets him/her and offers seat assistance
 Once the guest is comfortable , staff will politely ask for his /her last name
under which room is reserved
 Trace the reservation and take out the reg. card
 Reg. card is presented neatly in a folder
 Request the guest for his/ her passport and visa and note down the details.
 Points to be kept in mind while taking down the details of passport and visa
 Tally guest’s name on reg. card with passport
 Date of issue of passport
 Date of expiry of passport
 Place of issue of passport
 Date of birth of guest
 Visa number
 Date of arrival in the country
 Purpose of visit
 Date of expiry of visa
 Confirm the departure date and time, and also the details written down.
 Confirm the room category, room rate and package inclusive with the guest.
 Confirm the arriving and departing destination from the guest.
 Confirm the mode of payment with guest
 If mode of payment is bill to company/travel agent voucher; then
check for same in the correspondence
 If the mode of payment is cash the ask the guest to make a advance
payment for a night plus 5000/- additional
 If it is credit card then ask for the credit card politely from guest.

50
  If the mode of cash payment is foreign currency, then it must be
changed to local currency

 Request the guest for his/her signature on the reg. card.

 Program the key for the guest room.
 Guest relations will escort the guest to room
 Bell boy will assist guest with luggage.
 Wish the guest with a pleasant stay.

5. PROCEDURE OF REGISTRATION FOR GROUP ARRIVAL:

 It’s ensured that front office have enough staff at the time of group arrival.
 Bell boys greets the group and offer luggage assistance
 GRO welcome the group of guests with traditional welcome, makes them
feel comfortable.
 Welcome drink is served for the whole group
 There is only one registration card for the entire group. request the group
members to identify the baggage details of group leader have to be taken on
the reg. card with his signature.
 Details of other guests of group are collected in the group details sheet.
 Details to be taken for domestic group of guest:
 Name of the group members
 Arrival and departure dates of group members
 Rooming details
 Details to be taken for international group of guests
 Passport details
 Group arriving from
 Inform the hotel services and facilities
 request the group members to identify the baggage
 Key cards are programmed for each guest room
 GRO will escort the guest to room along with bellboys for luggage
assistance.
51
6. PROCEDURE FOR ROOM CHANGE:

 Guest requests room change in the reception for various reasons like smell
in the room, room has defects, guest didn’t like the room etc.
 Apologize to guest for the inconvenience.
 Check with duty manager to assign a new room for the guest.
 Offer assistance to pack the guest baggage if needed.
 Ensure that the new room meets the guest expectations.
 Guest relations will escort the guests to new room and ensures that the guest
is satisfied with new room.
 New key card is given to guest and old one is collected from guest.
 Bellboys assist to move guest baggage immediately to new room.
 Room change has to be shown in system.
 Room status has to be changed in the system and inform the concerned
Departments

7. PROCEDURE FOR PROGRAMMING AND ISSUING KEY

CARD :
 Steps to be followed for programming they guest room key are
 Keep the arrival list of that particular day for reference of guest name, room
number allotted etc.
 Place the blank key card in the programming slot, and open the software to
enter following information :
 Name of the guest
 Room number
 Arrival date
 Departure date
 No. of days of stay
 Press enter / make key

52
  The key is read. Put it in key card pouch with room number.
 Only one key is issued to guest. In case if guest requests for the second key,
manager on duty will take care of the request and then if he agrees key is
issued
 In case the guest extends the stay in the hotel , key card has to be
reprogrammed by placing the key in the slot and changing following
information
 New departure date
 Total no. of stay and the press make key.

8. PROCEDURE OF ESCORTING GUEST TO ROOM

(FIRST VISIT)

 Open hand gestures are used while giving directions to guest

 On reaching the room , GRE welcomes guest with name
 GRE opens the door and key card is inserted for power
 Staff will explain about the facilities of room, view from room etc. If
service of
 hotel are not explained during registration then they are informed now
 Wish the guest a pleasant and wonderful stay.

(REPEAT GUEST)
 Ask the guest if they like to know about the room
 If yes then mention all the above points and wish a wonderful stay

9. PROCEDURE OF CHECK -OUT FOR GUEST:

 At the time of check in along with other details of the guest, reception will
confirm departure date and time.
 One day prior to the date of departure of the guest, guest relations will call
the guest and reconfirms the departure date and time with the guest.

53
  Guest relations also checks with the guest, if any transportation required on
departure.
 Guest relations also checks with the guest, if any wakeup call assistance is
required, and if guests asks for a wakeup call staff will note down the
details.
 On the day of the departure
wakeup calls is made as per
the requests of the guests.
 Once departure request is
received, bell boy has to
reach the guest room to assist
guest with their luggage and
inspect room.
 Departure is communicated to other departments
 Credit transactions up-dated to guest account automatically.
 Final bill, with supporting documents presented to guest for approval and
signature on the bill.
 Payment is received as per the pre-agreed mode.
 Meanwhile guest feedback is received from guest.
 Departure is communicated to all concerned departments.
 If transportation vehicle is ready bell boy will load the luggage
 Bid goodbye

DIAGRAMATIC REPRESENTATION OF OPERATING

PROCEDURE

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 Figure 5.1 GROUP ARRIVAL

Figure 5.3 ISSUING KEY CARD

Figure 5.2 GUEST REGISTRATION

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 Figure 5.5 WELCOMING GUEST ON ARRIVAL
Figure 5.4 HANDLING TELEPHONE CALLS

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FORMS AND FORMATS:

1. GUEST CALL REGISTER

ROOM COMPLAINT\REQUEST TIME GIVEN GIVEN REMARKS

NO. BY TO

2. LOST AND FOUND REGISTER:

DECRIPTION OF PLACE\ROOM FINDERS SIGN GIVEN SIGN REMARKS
DATE ITEM NO. NAME TO

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3. LUGGAGE TAG

LUGGAGE TAG

NO:001

Guest’s Name ………………..

Room No. ……………………..

Date In: ……………………….

Date out: ………………………

4. GROUP ROOMING LIST

ROOM NO. CHECK OUT
NAME OF THE GUEST ALLOTTED DATE

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5. SAFETY DEPOSIT BOX RECORD

SL.NO. ARTICLES KEPT DATE IN DATE OUT MANAGER

INCHARGE

6. EXPECTED DEPARTURE LIST

DATE TIME ROOM NO. COMPANY REMARS

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7. REGISTRATION CARD :

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8. MESSAGE SLIP:

MESSAGE FOR :

ROOM NO :

DATE & TIME :

CREATED BY:

MESSAGE
While you went to e-bike tour, your TUI rep. tried contacting you. He will be here again in
the evening at 15:00 hours.

Regards ,
Front Desk

9. LEFT LUGGAGE REGISTER

ROOM NAME LUGGAGE DESCRIPTION DATE OF REMARKS

DATE NO. OF THE TAG NO. DELIVERY
GEUST

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10. I OWE YOU

HERITAGE VILLAGE CLUB GOA

Date ……………...
IOU
(I owe you)

NAME

I \ We request you to give me advance of Rs.

Against expenses \purpose\ routine administrative expenses

I\ We declare that will refund the amount or hand over expense voucher within a five days

………………
Approved by
………………………..
Receiver signature

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FRONT OFFICE SITUATION HANDLING PROCEDURES:

1. HANDLING CHECK IN WHEN GUEST ROOM IS NOT

READY:
 When the guest arrives at the hotel before the assigned room is not ready,
offer a suitable alternative in a cordial manner.
 Apologize guest for the inconvenience caused.
 Check for any other cleaned room in the same category , and assign the
room to the waiting guest and change the room number in the room
allotment list
 If not show the guest that every effort is made to make room ready and keep
them updated about the room status
 Offer the guest with food and bev. Services.
 If guest have been on a long light, offer a room to fresh up until the actual
room is ready.
 Inform the HK floor supervisor to make the room ready on urgent basis.
 Once the room is ready assist the guest to reach the room

2. PEST IN THE ROOM:

 If guest finds any pest in the room and reception receives a complaint,
immediately apologize to guest for the same and help them to keep their
calm.
 If guest has made a complaint in the reception and is not ready to go back to
room, then make them comfortable in the lobby until the situation is clear
 Call the house keeping immediately and inform about the issue and room
no.
 The room will be cleaned thoroughly and fumigated if necessary.
 If it is not possible to use the room immediately after fumigation, then
alternative room is provided, so the guest is asked to pack after the room is
cleaned by HK .
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3. NOISE IN THE ROOM:
 Explain the guest during check-in about hotels noise policy.
 When there is a complaint, take down the room no. of guest who gave the
complaint and the room no. of guest against whom complaint is made &
inform the manager on duty.
 He should visit the noisy room and discuss with guest regarding hotels quiet
time commencement. Hotel provides one warning and two opportunities to
correct the issue.

4. NO HOT WATER SUPPLY :

 Apologize the guest for the problem, and assure them that the problem will
be solved as quickly as possible.
 Inform the housekeeping control desk about the complaint and note down
the time and name of the person whom you informed with.
 Also inform the issue to maintenance & ask them to sort as quickly as
possible.

5. PROBLEMS WITH WI-FI\ INTERNET :

 Explain the procedure for connecting to Wi-Fi, through the call .
 If the guest still finds difficulty in connecting, then ask them to wait for
some time and assure to send a person to fix it.

6. DEATH IN THE ROOM:

 Do not get panicked or touch any item or guest belongings in the room.
 Immediately inform the EHK, FOM & security about this issue if you are
the first person to come across this incident
 In house doctor as well as the police has to be informed about the incident
 Avoid sharing anything to other employees & in house guests about the
incident and keep the area away from getting crowded

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  In the meantime front desk person has to inform the guests relatives or
family members
 The doctor and the police will enter the room and investigate to find the true
reason for the incident
 The dead body should be moved out from the back entry or staff entry to
avoid any inconvenience

7. ILLNESS \SICKNESS:
 Receptionist may be called during sickness of guest for assistance
 Patient should be advised to consult the in house physician
 Housekeeping desk should be informed about sickness and instructions if
any
 If the case is of serious sickness, the guest should be moved to the nearest
hospital
 Sick report needs to be prepared by GRO

8. DRUNK GUEST:
 The guest should be moved from lobby or public area as soon as possible
 Do not irritate or offend him\her
 Preferably taken to back office or to his\her room
 If the guest is out of control and behaves unruly the hotel security must be
called.
 Try to calm the guest and contact his \ her friends or family members

9. FAULTY ELECTRONICS:
 It is advisable to periodically check the electronics for any problems and
breakdowns
 If the guest calls to reception regarding any problems with electronics the
maintenance should be informed immediately and asked to sort it
 Also inform the housekeeping desk about the issue

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CHAPTER V:

SWOT ANALYSIS OF THE HOTEL:

STRENGTH:
 first resort in India to introduce all inclusive concept
 the hotel is centrally located just 15 minutes’ drive to airport 30 minutes’
drive from railway station And 25 minutes’ drive to Bus stand
 all the rooms are equipped with modern facilities with at most care to safety
 Each room has its own safety lockers
 Offers varieties of services like banquet halls travel desk pick up and
dropping facilities

WEAKNESS:
 Lesser number of staff
 Some employees are not given much orientation and training in guest
handling and
 changes in current trends of hospitality industry
 Each outlet is not having equal business
 as some machinery and facilities of resort breakdown due to lack of
replacement
 and it takes too long to repair or replacement
 lack of proper technical and non-technical equipment

OPPORTUNITIES:
 experienced staff with multilingual knowledge large number of foreign
guests
 Hotel guests can easily access to all possible areas
 Large number of offers and recreational activities attract the guest
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  The large number of International airlines operation from Goa facilitates
good tourism and in return helps in providing large amount of international
guests
 Large amount of repeated guests
 Varieties of services at reasonable prices

THREATS:

 Some places are very far from hotel and the location is in a remote area
compared to other hotels
 There is high competition from other properties in the neighborhood which
may result in losing Hotels potential clients
 There is a continuous change in the market
 Insufficient training and manpower also pose a threat in bringing down the
level of service
 New ways of marketing and modern technology is affecting in attracting
local and Indian guests

POINTS CONSIDERED FOR SWOT ANALYSIS

 Market trends
 Types of guest
 Training and placement procedure
 Assets and facilities
 Transportation and communication
 Location
 Competition

SWOT ANALYSIS OF THE FRONT OFFICE DEPARTMENT:

STRENTH:

 Fixed working hours

 Career growth
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  Direct interaction with the guest
 Quick decision making less physical work than other departments

WEAKNESS:
 Work load can be quite hectic during busy days
 Handling too many too many tasks and demands at once
 Some technology is bot up to date

OPPORTUNITIES:
 Promotes Personal growth
 Time management
 Recognition from various people can lead to promotion and job satisfaction

THREATS:
 Lower level employees get orders from more than one person
 Being late due to uncertainty can cause many problems including reduction
of salary
 Uncertain conditions from guests can lead to disappointment

POINTS CONSIDERED FOR SWOT ANALYSIS:

 Position of employee
 Guest feedbacks
 Uncertain situations
 Types of guest
 Working hours
 Technology

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CONCLUSION:
On -the- job training has helped to gain enough knowledge that a beginner in the industry
requires. Each day in the hotel has given her many opportunities to learn. Through the
complete cooperation of staff and management she was able to perform well. Training in
the front office department has helped to have an idea of hospitality industry apart from
classroom knowledge.
The resort is doing great; it has a handsome amount of regular guests and
customers in its list and hope it continues to do its best even in the future.

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BIBLIOGRAPHY
www.google.com
www.slideshare.net
www.setupmyhotel.com
www.selecthotels.co.in
www.selectgroup.in
www.booking.com\hotels

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