Hospitality – 1 Assignment

Assignment Brief and Feedback Form

Learner’s Name RISHI PORWAL

Course Title HOSPITALITY

Assessor’s Name RISHI KUMAR

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 center and a Support center? Give two examples
for each of these categories and justify. Write your findings below. (PASS)

Ans. Domestic Chain: Domestic chain is Indian Origin.

Eg. Taj ITC Welcome group etc.
International Chain: International chain is Foreign Hotels which are working within our
country.
Eg. Hilton, Holiday Inn, Le Meriden etc.

Domestic Chain:
The Leela Palace Hotels Resorts
Founder: Captain C P Krishna Nair, 9 Feb 1922, Kannur Kerala India.
He served in the Indian National Army under Netaji Subash Chandra Bose. In 1950, he married
Leela. Inspired by the high luxury standards of Europeans hotels, he set up the first Leela hotel
in Mumbai in 1986 and signed a marketing alliance with Kempinski.
Today, the Leela Palaces, Hotels and Resorts have seven luxury properties in New Delhi,
Mumbai, Bangalore, Gurgaon- Delhi N.C.R., Udaipur, Goa and Kovalam; with more hotles
opening in Chennai, Agra, Jaipur and Lake Ashtamudi in Kerala. His mission is to delight and
exceed his guests.
History of The Leela Group of Hotels
Hotel Leela, incorporated in 1981, entered into collaboration with Kempinski Hotels, to set up
an operate 5-star hotels. The company set up its first 5-star deluxe hotel, Leela Penta, in
Bombay in 1986. It was renamed Leela Kempinski in 1988, following the change in its
marketing and sales tie-up. The Leela Palace, Goa, started its operation in Sept 1998.
The hotel has been upgraded to a world class beach resort and has been acclaimed as one of
the finest resorts in the world. The 300-room Bangalore five star hotel had a soft launch on
July 15,2001. In July 2005, the company acquired majority stake Kovalam Hotels Ltd became a
subsidiary of the company and now is known as “Leela Kovalam Beach, Kerala”. The company
operates four hotels with 985 rooms under the ‘Leela’ brand.

Upcoming Hotels
Agra: Experience a world of grandeur and splendor at the Leela Agra. It will be located at 200
km driving distance from New Delhi. All 140 rooms enjoy the view of the magnificent and
historical Taj Mahal. It will have an array of multi cuisine Specialty restaurants, a techno gym,
several conferences and meeting room facilities and a Spa by the world renowned spa. Agra
Airport is about 21.5 km from the city center.
 Hospitality – 1 Assignment

Jaipur: Located amidst tranquil setting near the Amber fort on Delhi-Jaipur highway on 12
acres, this newly built heritage style palace pays tribute to the historical architectural style.
Within easy driving distance to the other historical palaces of interest, the walked city and the
famous markets selling silver and gemstones.

International Chain:
Holiday Inn Hotels Resorts
Founder: Charles Kemmons Wilson, Jan 5, 1913, Osceola Arkansas USA.
He was born in Osceola, Arkansas, a son of Kemmons and Ruby “Doll” Wilson. His Father was
an insurance salesman who died when Kemmons was nine months old. He and his mother,
Doll, then moved to Memphis, Tennessee where she took a job as a dental assistant. When his
mother lost her job during the Great Depression, Kemmons quit school to sell popcorn at the
local cinema- making enough money to buy a house for himself and Doll to live in. He later
became a successful homebuilder and was well known for building bigger and better houses at
no higher a cost. As he said, “The space in the middle of a house doesn’t cost anything”.
History:
Kemmons Wilson built the first Holiday Inn in 1952 on Summer Avenue, one of the main
approach roads to Memphis, and quickly added others to create an entire hotel chain. By
1959, 100 were in operation. Holiday inn went international in 1960 and in 1975 there were
1,700 Holiday inn around the world. The main headquarters in Memphis, Tennessee. With
over 1.800 locations in United States alone,

The Leela Palace Hotels Resorts Holiday Inn Hotels Resorts

Facilities: Facilities:
 Boardrooms and Meeting rooms  Room Service
 Wi-Fi internet access  H/C running water
 Car Hire Service  Telephone
 Courier Service  Fax
 Laundry Service  Indoor Swimming Pool
 Florist  Safe Deposit
 Foreign Currency Exchange  Channel Music
 Gymnasium  Casino
 Electronic safes  Banquet & Conference Facilities
 Spa  Currency Exchange
 Bar
 Banquet Facilities
 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)
 Hospitality – 1 Assignment

Ans. Stages of Guest Cycle:

1. Pre-Arrival
2. Arrival
3. Occupancy
4. Departure
FFIT (Free Foreign Independent Traveller)
Reservation Form:
 Name of the guest: William
 Address: 4 Windmill Street, London, W1T 2HZ, UK
 Contact No: =44(0)20 14404952
 No. of Pax: 1
 Adult/Child: 1 Adult
 Date of Arrival: 12/12/2021
 Date of Departure: 14/12/2021
 Type of Room or Plan: Rack Rate
 Mode of Payment: Cash
 Any Special request: No
 Name and contact no. of contacted person: Andrew, =44(0)20 3213 5432
Additional information for FFIT
 Passport
 Visa Number
 Place of Issue
 Date of Expiry
 No. of days in country
 Purpose of visit
 Methods of guarantees
 Nationality
 Reservation Transferred to hotel diary

Pre-Arrival:
Pre-Arrival take all documents pertaining the foreigner. Check for expected arrival list for the
house position. Check foreigner requirement from the voucher or confirmation letter, and
note any special rooming requirement. Block room in the room rack and inform housekeeping
to make the room ready before the arrival of the foreigner. Ensure that keys of particular
rooms are available at the reception. Inform to concerned person to make arrangement for
traditional welcome inform to barman to keep the welcome drink ready. Take final room
clearance from the housekeeping. Have 3 copies of naming list ready and make tentative room
allocation on the naming list with pencil. Have 3 copies of the passport list ready. Prepare
 Hospitality – 1 Assignment

welcome card along with room keys. Check the amenities provided to be provided in the
room. Inform to bell captain the expected time of arrival. Check for any mail or message for
the foreigner. Pre-register the guest.

Arrival
This is the stage where the guest comes to the hotel based on the reservation and registers
himself in a room. If he is a walk-in guest he will directly come to the hotel and Enquire about
a room. If he is satisfied he will take a room and register himself. Registration is where the
guest makes payment for the room and he handed over the room key from the hotel.
He is the given the guest registration card to fill. He is a foreigner he has to produce valid,
passport, visa and foreign currency purchase certificate. The amount he is carrying (1000$) is
endorsed on the back side of passport, only if all these document are clear a room is given to
the foreigner.

Post Arrival Procedure

 The arrival register has to be updated
 The room chart has to be updated
 Arrival slip is prepared and sent to all departments to inform the arrival of the guest.

Occupancy
This is the stage where the guest is now staying in the hotel. he has provided various services
like:
 Information
 Ticket Booking
 Message Handling
 Mail

Departure
Departure when a guest arrives, the doorman buzzes the Bell Captain Desk for a bell Boy. The
bell boy should wish the guest and collect his baggage and bring it into the lobby via the
baggage entrance and place baggage at the bell desk which is located normally opposite the
Reception counter. The bell boy should wait for the guest to register at the front office. If the
hotel has tags to identify baggage these should be attached to the baggage. Inform scanty
baggage to the lobby manager or front office.
The information counter at the front office will indicate the guest has been allotted a room by
handling over the errand card which mentions the room number. The room key is also handed
over with errand card. Bring to the guest’s attention any baggage damaged to protect the
hotel from blame. Guest Arrival Errand Card.

Bell Boy No. Date

 Hospitality – 1 Assignment

Room No.

Name
Suit Case Brief Case Hand Bag Packets Others

Remarks

Bell Boy Sig. Capt’s Sig.

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.
 Hospitality – 1 Assignment

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)
Ans. This department is responsible for cleaning and maintaining hotel premises
which includes public area, guest rooms, lobby, swimming pool area etc… Generally
the department is not visible to guests. It works for guest satisfaction through
keeping the environment clean and hygienic. Horticulture is one of the most
important features of housekeeping department which deals with different types of
flowers arrangement and maintaining the garden, this department works to give
pleasant look of the hotel to the guest.
Because if a hotel is dirty, no one wants to stay there. That means a loss of business.
Service offered
 Establish a welcoming atmosphere and ensure courteous, reliable service from
all the staff of the department.
 Ensure a high standard of cleanliness and general upkeep in all areas for which
the department is responsible.
 Provide linen in room, food services areas etc and maintain an inventory for
the same.
 To provide uniforms for all the staff and maintain adequate inventory for the
same.
 Deal with the lost and found articles. This ensures the smooth running of the
department.
Helps in Earning Revenue
They don’t directly earn revenue, but as support staff their job is vital for generating
revenue. The work behind the cleaning, disinfecting, and remaking rooms and now well they
do that is one of the main part of a guest experience, if anything is wrong in the room. The
guest will complain and ask for their money back. They will most likely or not return to the
hotel. Either instance the hotel loses revenue. Without a housekeeping department a hotel
can’t survive. In many ways they are the hotel.
Laundry and horticulture
 The housekeeping department provides service to guests.
 They clean all the linens.
 Horticulture work to outside agency.
 They maintain garden and supply fresh flowers to hotel on daily basis.
The basic Amenities and Facilities provided
 Hospitality – 1 Assignment

Amenities:
 Towels
 Hair brush
 Hair dryer
 Shampoo & soap
Facilities:
 Wi-Fi
 Air purifiers
 Coffee/tea maker
 Minibar
 Television
 Telephone
 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.
 Hospitality – 1 Assignment

Create a single guest folio.

8. Settle the bill and check out the guest.

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