Hospitality – 1 Assignment

No
Learner’s Name Prajapathi Narendra
Course Title HTCS
Assessor’s Name MR. SATYAJIT ROUTH
Internal Verifier MS.HEMA
Name
Unit Number and Unit 7 Hospitality – Room The road is strewn with abandoned
Title vehicles.
Assignment Title Hospitality 1
Outcome Unit – 7
Number(s) and LO1 : Explore the growth of the hotel industry
Statement(s) LO2: Examine the effectiveness of front office
services LO3: Investigate the role
ofhousekeeping
LO4: Use Fidelio software for Hotel Room Management
Date Set 19-01-23 Hand In Date 23-1-23

Learner Declaration
I confirm that the work submitted for this assignment is my own.
Learner’s Name Prajapathi Narendra Date 22-01-23
Instruction Your assignment will not be accepted 22-01-23
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 industryworldwide

 Compare the facilities of different types of hotels

inIndia
 Analyse the range of services provided by the
front office tomeet guest expectations, using
appropriateterminology
 Explain the importance of the role ofhousekeeping
 Compare a range of amenities supplied for different
types ofguests
 Demonstrate the reservation process through correct
use ofFidelio
 Evaluate the benefits of technology to the hotel,
 Hospitality – 1 Assignment

staff, and guestswho come into contact with the

frontoffice.
Backgroun You have been selected as a Front Office Assistant of a 5 star
d or Hotel. As part of your six months Probation you will undergo
Scenario 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 &
creativemanner.

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 upto One week to submit the Assignments

Ques 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. Write your findings below. (PASS)

|| DOMESTIC ||
 Hospitality – 1 Assignment

TAJ HOTELS RESORTS AND PLACES..

INDUSTRY: Hospitality and Tourism
HEADQUATERS: Mumbai, Maharashtra(INDIA)
KEYPEOPLE: Ratan Tata(Chairman),RaymondBickson(MD & CEO)
PRODUCTS: Hotels, Resorts, Places, Taj Safari, Taj Air & Spa.
WEBSITE: http://www.tajhotels.com

“Taj Hotels Resort and Places” is a worldwide chain of hotels and resorts. A part of
the Tata groups, One of India’s largest business conglomerates. Taj Hotels Resort and
Places own and operate 76 hotels, 7 palaces, serviced Apartments, 6 private islands
and 12 resort and spas,Spanning 52 destination in 12 countries across 5 continents
and employ over 13,000 people.
Jamshetji Nusserwanji Tata, Founder of the Tata group opened the Taj Mahal palace and
tower the first touch property on December 16 1903.

Milestones achieved by the company since incorporation are listed below…

1903: the company opens the first hotel, the “Taj Mahal palace” in Mumbai, India.
1974: the company opens the first five star deluxe beach resort, the “Fort AguadaBeach
Resort” in Goa.
1980: the company opens its first hotel outside India, the “Taj Sheba Hotel” in Sana’s, Yemen.
1984: the company entered into a license agreement to operate the “Taj West End” in
Bangalore,“Taj Connemara” in Chennai and the “Savoy” in Ooty.
1989: the company opens a five star deluxe hotel in Calcutta the “Taj Bengal”.
1990: the company establishes the Taj KeralaHotels and Resort Limited with the Kerala
tourism Development Corporation.
1998: the company opens the “Taj Exotica” in Bentota, Sri Lanka.
2000: the company establishes Taj GVK hotel and resort limited with the GVK group to operate
three hotels in Hyderabad.
2001: the company is awarded the management contract for the “Taj Palace” Dubai.
 Hospitality – 1 Assignment

2002: the company occurs and equity interest in “Regent Hotel” in Bandra, Mumbai which is
later renamed as the “Taj Land’s End”.
2005: the company obtains a management contract to operate “The Pierre” in New York, USA.
2011: Taj Hotels Resorts and Places open a new hotel-Vivanta by Taj-Dal View, Srinagar.
And many more….

SERVICES..
Excellent Customer Support
Travel Packages and Services
Hotel,Flight,Car booking
Private luxury jet- Taj air
Air catering- TajSats
Lifetime Membership
Taj innercircle-Frequent Guest Programme

||INTERNATIONAL ||

HYATT HOTELS CORPORATIONS..

“HyattHotels Corporation” is an American International company and operate of hotels the
Hyatt corporation was born upon purchase of the Hyatt house at Los Angeles International
airport on September 27 1957.
INDUSTRY: Hospitality
HEADQUATERS: Hyatt Centers, Chicago, Illinois(US)
KEYPEOPLE: Thomas J.Pritzker(Executive Chaiman)
Mark S.Hoplamazian (President and ceo)
PRODUCT: Hotels
WEBSITE:http://www.htatt.com

HISTORY AND MILESTONES..

The original owners were entrepreneurs Hyatt von Dehn and Jack D.Crouch. Von DehnWas
eager to get out of the hotel business after a few years so he told his share in the hotel to Jay
Pritzker. Jay’s younger brother Donald Pritzker, under Jack Crouch’s mentorship and along
with his brother Jay, took over day-to-day operations of the company and acquired motels and
 Hospitality – 1 Assignment

hotels.
Over the following decade donors handling of the day to day operations and jay’s leadership
and dealmaking abilities help drive acquisitionsAnd financial strategy making hired the fastest
growing hotel chain in the United states after donors death in 1972 Jay remained at the helm,
Helping to shape high art into a major competitor in the hospitality industry. In 1969, Hyatt
opened its first overseas hotel, the Hyatt Regency Hong Kong. Today Hyatt has more over 490
hotels worldwide.
In 1972, Hyatt firmed Elsinore Corporation, a subsidairy to operate The 4 Queens hotel and
casino and the Hyatt Lake Tahoe. In June 2004, substantially all of the hospitality assets owned
by Pritzker Family business interest, includingHayat Corporation and Hyatt international
corporation where consolidated under a single entity called global Hyatt corporation. On
August 31 2009 three Hyatt hotels in Boston laid off their entire Housekeeping stuffs
outsourcing the work to a Georgua- based Company creating strong public backlash. On
September 1 2011, Hyatt auger hotel Sierra which has 18 Properties in 10 states. Along with
Hyatt Summerfield Suites hotels, several of these properties were rebranded as HYATT house
in January 2012. Hyatt Hotels Corporations operations several chains , and the company and
its people have been recognized from publications including Travel + Leisure, Conde Nast
Traveler, Latina Style and Diversifying Magazine. The Human Rights Campaign has awarded
the company 100% in the HRC Equality Index for eight consecutive years. The Hyatt Regency
brand is the oldest brand in the company others brands are Hyatt Place, Hyatt House, Andaz,
Park Hyatt, Grand Hyatt, Hyatt Resorts etc.

SERVICES..
Worldwide Support
Travel Packages
Hotel,Flight, car booking
Online check in/out
Hyatt Gold Passport Scheme (Lifetime Membership)
Excellent Customer Service
Cheap and best Deals

Questions 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.

1 Safety locker facility

1) Safety lockers are a facility provided by hotals wherein guests can keep their valuable
and important documents safely
2) These lockers are theft proof
3) Hotels make double custody lockers available to the gusts
 Hospitality – 1 Assignment

4) Whereby one key is kept with the guest and the other key is kept with the cashier
5) It would take both the guest key and the cashier’s key to open the locker and hotels may
charge for the facility
2) Foreign currency encashment
1) Foreign currency encashment is provided in any luxurys h
2) The daily exchange rate may differ from day to day
3) This would have to be checked on daily basis with any nationalized
Bank
4) The foreign currency encashment is doing in front office cashier
5) On any given day the buying rates for foreign currency differ from
The selling rates of foreign currency
3) Handling Hotel Guest complaints
1) The complaints can be good and bad . They are bad because the
Guest is dissatisfaction made to an hotel related like food and
Service
2) The complaints are also good because they lead to improve
Procedure
3) To ensure good client satisfaction you need to organize regular
Customer event and feedback sessions
4) Also you need to build a good rapport with the customer including
The ones who complain
6) The staff should develop an approach for dealing with such guests
4) Left luggage handling in hotels
1) This teyp of is provided in hotels
2) Who guest checked out of the hotel and wants to collect his luggage
Later
3) The Bell captain enter these details in the left luggage register
4) The Bell captain ensure that the guest has settled his bill with the
Hotel
5) Hotels provided a left luggage facility to gusts who are sure to return
To the hotel after their tour
5) Message handling in hotels
1) The message of guest message can be done manually or by
Computer
2) Gust message are important and is not promptly given to the guest
Concerned may cause problems or embarrassment which could
Result in a strong complaint
3) In case of the manual method when a message is received it is
Entered on a message slip
4) The original is placed in the key rack and delivered to the gust
 Hospitality – 1 Assignment

Whenever he comes to collect the key

5) The first copy is slipped under the guest room door and the second
Copy is the book copy
Also write on any one of the following topic
a) Telephone etiquettes b) effective sales techniques
b) Understandings the modes of payment travelers cheque/credit
Card
a) Telephone etiquette
First impressions count -a lot it all beings with how we answer the phone . voice on
the telephone is often the first impressions for a future customer the tone pleasantness
and politeness of the individual in their telephone communication are responsible for the
image the hotel project to the guest . The customer going somewhere else when they
are treated rudely on the phone . It is important to project a tone that is enthusiastic
natural attentive and respectful

Questions 3: Explain how the Housekeeping department contributes towards earning hotel
revenue. Write your findings below. The findings should not exceed 10-15 sentences. Also,
describe a standard room in a hotel, exhibiting the basic amenities and facilities provided.
(PASS)

Ans.

EXPLANATION OF HOW HOUSEKEEPING DEPARTMENT CONTRIBUTES TOWARS

EARNING HOTEL REVENUE..
Housekeeping departments aids vital to attracting and keeping guest through its role
of maintaining top quality décor cleanings and service as a result it contributes
earning to a hotel in three different ways:
Room maintenance :Daily room maintenance begins with a housekeeping team.
They clean paper room for guests before they arrive. Guest always demands as they
are investing a good sum of money. In order to fulfill their demands Room
maintenance plays an important role to earn revenue to a hotel.
Laundry :Laundry is one of the most important function in hotels. It provides quality
service which is done with maintaining high standards. In order for guest 2 apple
disquality service they have to pay because this service is not complimentary it is
charged. As a result it contributes towards earning revenue to a hotel.
Flower Decoration(On Request) : Guests often request for flower decorations in
banquets, room, beds, etc. For special occasions. In order two alive the service
Guests well have to pay because this service is judged by the hotel which result in
 Hospitality – 1 Assignment

earning revenue to the hotel.

ROOMS ..
Wardrobe- 6 hangers, laundry list, laundry bag, extra pillow, shoe polish.
TV Cabinet- TV with remote, TV programme guide.
Basket on TV Cabinet- chocolate, chips, biscuit, wafer
Minibar- 2bottles mineral water, soft drink can, 2 bottles of mineral water, tea/coffee
Writing Table- Notepad pain two water tumblers 2 bottle of mineral water milk cream packets
sugar packet water heating flux.
Coffee table- three newspaper ashtray with matchbox (only for smoking rooms).
Beside table- room telephone scribbling pad room service menu card bracket( holy books,
telephone directory, Yellow Pages are kept in drawer).
Fire escape mapkept in the inner side at the main door entrance.
Three cards are hung in the door hatch (DND, Collect my laundry, Clean my room).
 Hospitality – 1 Assignment

BATHROOM..
Bathtubs- hand towel ,bath towel ,bath Mat
Bathrobe hung on the inner side of the bathroom door.
Vanitory Unit- toothbrush, toothpast, shaving razor, shaving creamer, siap, tissue
paper, and shower cap, Comb, bubble, telcum powder, shampoo with conditioner,
hair dryer.
Water clost- sealed and disinfectd.

Questions 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
 Hospitality – 1 Assignment

FIDELIO CASE STUDY -2

 Hospitality – 1 Assignment

FIDELIO CASE STUDY -3

FIDELIO CASE STUDY-4

 Hospitality – 1 Assignment

FIDELIO CASE STUDY-5

Accept a reservation for a Corporate Client guest and put it on Waitlist. 2. Confirm the
Waitlisted Reservation. 3. Check-in the guest. 4. Put a locator – Guest in meeting. 5. Accept a
trace for an extra bottle of water. 6. Post 5 bills – room tariff, tax, laundry, champagne and
juice. Create a single guest folio. 7. Settle the bill and check out the guest.

Questions 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.
•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.

Answer
Front office supervisor : Good morning mam
Mr Jennifer. : Good morning
Front office supervisor : Welcome to the Taj Mahal
Hotel how may I help you
Mr Jennifer. : I want to book room for five
Night
Front office supervisor : Sure mam . What type of
Room would you like
Me Jennifer. : I want to book single bed
Room with colourful curtains
Front office supervisor : I am sorry mam we don’t
have Such kind of rooms
Me Jennifer. : Oh . It is my first trip in this
 Hospitality – 1 Assignment

city
Front office supervisor : I am sorry mam
Me Jennifer. : My insists that 2 piece of
Luggage be kept at the left
Luggage room
Front office supervisor. : mam you want to sight
Me Jennifer. : she checks in to the hotel
Me Jennifer. : I want to see trip of the city
And the surrounding place
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

Questions 6: 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. (DISTINCTION)

Ans.Here's how to create the best hotel brochures for marketing:

1. Create a compelling headline for your hotel brochures :
The top 3" of our brochure or rack card is the space we use to capture consumers’ attention, so make
sure our designer understands that this is powerful real estate. Use colors that are quick to draw
attention and that are easy to read. Use a simple, bold font, and use the headline to sell the experience.
 Hospitality – 1 Assignment

And put these copywriting tips for hotelsto work.

2. Maximize the use of color and photographs in brochures:
Oftentimes, we only have a second to catch the attention of a traveler or meeting planner, so we’ll want
to make our rack brochure aesthetically pleasing to start off with by using pops of eye-catching colors.
The top portion of the card needs to include either our logo or the title of the card’s content, and the
most dramatic imagery we have of your property. Minimize use of cheesy stock photography whenever
possible, people know an unauthentic image when they see one.
3.Design our brochure within our hotel's branding :
Many people will see our card, even if they do not take it and carry it with them. It is vital that when
designing we maintain our brand’s stand-in quality, content, and color.  Selecting a generic template
online or throwing together a quick layout may save our money at first, but will establish a perception
that is confusing and/or negative for many potential clients.
Improve our hotel brand marketing.
4. Tell our guests why to stay at our hotel and how  :
We mustn’t forget to include a call to action on our hotel brochure, including our reservation line and our
website. Insert a map showing our location and, if space allows, include short lines of testimonials from
review sites. We can see inspiration for compelling ways to compile our pamphlet content here.
5. Feature focused content in our hotel brochure :
We must be clear about our messaging and our target audience, this will increase our card’s chances of
being remembered.  Refrain from trying to stuff too much information or copy in the card, or else it will
clutter the design. Best bet is to write the copy, then edit out 25 percent of that. When the designer
comes back with the initial design, edit down the copy even more. 
6. Always proofread the brochures :
Have two to three others in our hotel look at the rack card before it goes to print. Fresh eyes will find it
easier to spot mistakes, and they may even catch what’s missing in the design or copy that we may have
overlooked. Once we've complete proof-reading, pick the best way to print our hotel brochures.

This thing will help us to make our customer visit us again and again.
Hospitality – 1 Assignment