Hospitality – 1 Assignment

Assignment Brief and Feedback Form

Learner’s Name

Course Title

Assessor’s Name
Internal Verifier Name
Unit Number and Title Unit 3, Hospitality – Room Management
Assignment Title
Outcome Number(s) Unit – 3
and Statement(s) LO1: Explore the growth of the hotel industry
LO2: Examine the effectiveness of front office services
LO3: Investigate the role of housekeeping
LO4: Use Fidelio software for Hotel Room Management
Date Set Hand In Date

Learner Declaration
I confirm that the work submitted for this assignment is my own.
Learner’s Signature Date
Instruction Your assignment will not be accepted if it does
not contain the list of source details of the text
material referred to and the details of the people
contacted in accomplishing this project and the
tasks attached.
Introduction
Purpose/Aims  Explain the growth of the hotel industry worldwide
 Compare the facilities of different types of hotels in India
 Analyze the range of services provided by the front office to
meet guest expectations, using appropriate terminology
 Explain the importance of the role of housekeeping
 Compare a range of amenities supplied for different types of guests
 Demonstrate the reservation process through correct use of Fidelio
 Evaluate the benefits of technology to the hotel, staff, and guests
who come into contact with the front office.
Background or You have been selected as a Front Office Assistant of a 5-star Hotel. As part
Scenario of your six months’ Probation you will undergo on the job exposure in
Accommodation Operations & handle various situations which are typical to
Hotel operations. On successful completion of this period you will be deputed
as a Front Office Supervisor with independent responsibilities. Keeping this in
mind you should take a lot of initiative & approach your assignments in an
individualistic & creative manner.
 Hospitality – 1 Assignment

Guidelines: Students to attempt the below questions for getting PASS/ MERIT/
DISTINCTION
1. Write your responses in the space provided below the questions
2. Review your answers before submitting the Assignment

TIMELINE: You can take up to One week to submit the Assignments

 Hospitality – 1 Assignment

Question 1. Select two renowned chains of hotels (one domestic & one International) and
trace its history right from the time of its inception. Also compare the facilities offered by the
hotel chains.
What is the difference between a Revenue centre and a Support centre? Give two examples
for each of these categories and justify. Write your findings below. (PASS)

Ans.
 Hospitality – 1 Assignment

Question 2. Explain the range of services provided by the front office department to a
specific type of guest (FIT, FFIT, CVGR & CIP) from the time that he has made his booking
until he settles his account during departure.
Also, write on any one of the following topics-
a) Telephone etiquettes b) effective sales techniques
c) Understandings the modes of payment- traveller’s cheque/ credit card
d) an appropriate Front- office layout and justify. (PASS)

Ans.
 Hospitality – 1 Assignment

Question 3. Explain how the Housekeeping department contributes towards

earning hotel revenue. Write your answer in 10 – 15 sentences.
Also, prepare a layout of a standard room in a hotel, exhibiting the basic amenities
and facilities provided.
It’s the need of the hour to protect the environment from deteriorating, suggest
the eco- friendly practices followed in hotels (give names of hotels) in the area of
providing supplies and amenities to guests (PASS)
 Hospitality – 1 Assignment

Question 4.
Write the steps for reservation, check-in, during stay and check-out process using
any one of the case study given below, on the Fidelio Software. Provide the
steps. (PASS)

FIDELIO CASE STUDY - 1

1. Accept a reservation for a Free Individual Traveller guest and confirm it.
2. Check in the guest.
3. Accept a message for him. Later deliver the message.
4. Make an ADD ON reservation for him.
5. Do a Room Move for the guest as there is a major leakage.
6. Post 5 bills – room tariff, tax, breakfast, bar and coffee shop .

Create a single guest folio.

7. Settle the bill and check out the guest.
FIDELIO CASE STUDY - 2
1. Accept a reservation for a Free Individual Traveller guest and confirm it.
2. Check in the guest.
3. Accept a trace for an extra blanket and pillow.
4. Put a locator - Guest in coffee shop till 15.00 hours.
5. Extend the guest’s stay by two days.
6. Post 5 bills – room tariff, tax, laundry, bar and mini bar.

Create a single guest folio.

7. Settle the bill and check out the guest.

FIDELIO CASE STUDY - 3

1. Accept a reservation for a Foreigner Free Individual Traveller guest and
confirm it.
2. Enter retention charges – Rs.15,000/-
3. Check in the guest.
4. Accept a trace for an extra blanket and pillow.
5. Put a maintenance work order – Bulb fused. Later resolve it
6. Reduce the guest’s stay by two days.
7. Post 5 bills – room tariff, tax, laundry, bar and juice.

Create a single guest folio.

8. Settle the bill and check out the guest.
 Hospitality – 1 Assignment

Question 5.
Write steps for the appropriate and unique solutions in order to handle different
situations which can occur during a guest’s stay. You can choose any one of the
Role Play Situations as below.
The case-studies can be on any of the following stages of guest stay. (MERIT)
 Reservation
 Registration
 Guest stay
 Departure

Role Play Situation No.1

Ms. Jennifer Ross wants to make a booking for 5 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 2 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 of champagne and insists that it be given as complimentary.
Do the needful with the student playing the role of Front Office Supervisor.

Role Play Situation No.2

The travel assistant from Accenture Company calls to make a reservation for Ms.
Sangeeta Chawla, for 5 nights. On her arrival check- in the guest. She is on a
M.A.P meal plan but insists that it be changed to A.P. plan without informing the
company. During occupancy she asks for a hair-drier. When asked to return the
hair- drier just before departure, she refuses to return it and says that she did
not get one from the hotel.
Do the needful with the student playing the role of Assistant Front Office
Manager.

Answer
 Hospitality – 1 Assignment

Question 5
You have prepared a layout of a standard room as per the current scenario of the
hotel industry. After analysing the guest supplies, amenities, décor and cleaning
standards, design a standard room for future.
(You can describe the layout in a few lines)
Explain as to how the hotel with updated room facilities can create a niche in the
industry. (DISTINCTION)

OR Answer the Question below

Design a brochure with specially designed packages to up-sell a hotel in the off-
season. Explain how the various packages will be successful in bringing business
during the off-season. You can share your design ideas in the space below.
(DISTINCTION)

Ans.
Hospitality – 1 Assignment