INDEX PA

GE
SR NO. CONTEXT
NO
.

1 Acknowledgement 3

2 Growth of the Hotel 4

3 About Hyatt 6

4 Front Office Department 20

5 Hierarchy 34

6 Experience i had in Front office 35

 Acknowledgement
I would like thank the entire team of Hyatt Regency,
Ahmedabad as well as the General Manager Mr. Puneet
Baijal for supporting me in completing my 17 weeks of
training
And also would like thank Mr. Jagannathan R.- The HR
Manager and Mr. Bharghav Gandhi- The Assistant
Manager for giving me this opportunity for the Industrial
training
I am extremely thankful to IHMA (Institute of Hotel
Management and Catering Technology Ahmedabad) for
guiding me throughout my Internship and also thank you
to my training coordinator Dr. Jaya Sharma for this
beautiful opportunity and arranging the interview with the
Hyatt Regency, Ahmedabad
Hyatt was founded by Jay Pritzker in 1957 at Los Angeles
International Airport

Hyatt House motels become public limited company in1962

In 1968, Hyatt International was formed and subsequently became a

separate public company

On 31st December 2004 substantially all the hospitality assets owned by

Pritzker Family were consolidated under a single entry that is Hyatt
hotel corporation....

There are 2 properties of the global

Hyatt in Ahmedabad one is
Hyatt (Vastrapur) & Hyatt Regency,
Ahmedabad (Ashram road)

Hyatt Regency, Ahmedabad is one of the finest 5-star hotel in

Ahmedabad which is strategically located in the city centre of
Ahmedabad

On 11th April 2015 the Hyatt Regency, Ahmedabad was established near
the banks of sabarmati river
Other brands of Hyatt
Hyatt Regency, Ahmedabad comes under the premium
brands of the global Hyatt/world of Hyatt and is located
near the sabarmati river which enhances the view from
the rooms and makes it special.

Hyatt Regency Ahmedabad is within walking distance of

the Sabarmati riverfront, only 20 minutes (9.4 km/5.8 mi)
from the airport.

This property of Hyatt offers us 210 spacious rooms,

including 19 suites; large meeting space options for
corporate and social events; and multiple dining options
to suit every occasion. And also provides club facilities, 2
floors are dedicated to club facilities (floor 10th & 11th)
Hyatt Regency, Ahmedabad is not only famous for its
location and great rooms but it is also famous by its more
facilities such as it's FNB outlets and
Spa/Gym services
 FNB OUTLETS OF HYATT
REGENCY, AHMEDABAD
Tinello (the Multi-cusine restaurant)

an exclusive home-style Italian restaurant open for breakfast,

lunch and dinner. The restaurant is designed like a living room
with interactive food stations.
Tinello is a Multi Cuisine restaurant which serves morning
buffet breakfast, Lunch, Dinner Buffet And Sunday Brunch
it has stylish furniture, open interactive Kitchen, and artistic
food presentations, all of which are combined to create an
appealing and contemporary style. Ambient lighting
completes an all-day dining experience indoors.
China House (The Chinese
restaurant)

China House serves the spicy cuisine of the Sichuan

province of China. The original China House at Grand Hyatt
Mumbai is an award-winning, trend-setting restaurant.
Some other facilities provided by Hyatt
regency, Ahmedabad

Spa facilities by Aadi spa

Aadi Spa’s holistic approach toward health and

fitness focuses on a balanced mind, body and soul.
Guests’ health needs can be met at the hotel's
recreational facilities, which include a Fitness
Center equipped with cardio and strength training.
Aadi Spa features five treatment rooms, a
relaxation lounge and dedicated male and female
wet areas

Swimming pool

The wellness and relaxation facilities also

include a 65-foot lap pool and whirlpool
nestled into a landscaped garden terrace and a
beauty salon
Regency Club
Guests can enjoy the
Hyatt Regency brand’s
‘hotel within a hotel’
concept at Hyatt
Regency
Ahmedabad.
Regency Club is unique to the city and offers a
stunning view of the Sabarmati riverfront and
skyline. Guests staying in Club floor rooms can
enjoy complimentary continental breakfast
and evening hors d'oeuvres

Gym facilities
Gym service can be used 24/7 by the in-
house
guest on
the 2nd
floor
beside
the spa
Meetings and event space(ballroom, ateliers, and
board rooms)
Hyatt regency ball room a huge place for events
and best for hosting weddings and big events.
The spacious 6,045-squarefoot Regency Ballroom
with a 20-foot ceiling has an adjoining pre-
function area. The ballroom can be further
divided into two sections of 2,906 square feet
and 3,132 square feet, respectively, for more
intimate events

The Hytt Regency, Ahmedabad also offers two

boardrooms, four meeting rooms and two flexible
break away rooms that can be customized to suit
guests’ needs.
And the most beautiful and the first
impression of the hotel, the lobby

The place were the operations of check-in

and check-out are processed the team of
front office
 Early
checkin/check-
out or have
tea/coffee
before they
leave for the day
Hierarchy of the hotel

Front
Office
Organization mission statement of Hyatt Regency, Ahmedabad
' We care FOR PEOPLE SO THEY CAN
BE THEIR best '
 Front
Office
Introduction to Front office

The front office is the first department of the hotel with

which guest come in contact at that
time of your arrival and is also the last department
they interact with when they depart from the hotel.
This department performs various functions such as
reservations, reception, registration, room
assignment, and settlement of the bills of a resident
guest
 Front
Office
Location of Hyatt Regency, Ahmedabad
Hyatt Regency,
Ahmedabad is
situated near the
banks of sabarmati
river/
riverfront which is a Great place for
morning walks. The Hyatt regency
Ahmedabad also has few rooms specially
dedicated to spectacular views of
riverfront (riverview
 rooms) .

Front
Office
There are total 210 spacious rooms, including 19
suites

TYPES OF ROOMS
We have 4 categories of rooms
1.Standard rooms
2.Riverview rooms
3.Club rooms
4.Suite rooms
1. Standard rooms

We have 2 types of standard rooms one is king room

and second is twin room

The king room is 35 sq m room with a king bed, work

area and enhancing lighting and high speed internet
access

The twin room is no different than the king room

except instead of king bed the guest is provided by
twin beds(2 beds)

2. Riverview rooms
 The riverview rooms are also subcatagorized
into 2 36sq m rooms, one
king riverview and second twin riverview

The king riverview and the twin riverview both

are same except the beds. The king riverview
has a king bed and the twin riverview has 2
beds

Riverview room Regency club

Then comes our club rooms on number 3

Club rooms are standard rooms located 10th and

the 11th floor of the hotel and considered as
premium rooms with the club access

These rooms are provided with the 24/7 regency club

access and access to a private lounge featuring
complimentary snacks, non-alcoholic beverages,
evening hors d'oeuvres and more which adds to the
experience of the discerning traveler. It also provides a
space for private meetings and some gathering upto 8
members
The suite features contemporary interiors with
beautiful artefacts, designer furniture, and
interiors in pastel shades also with 2 way airport
facilities Diplomatic Suite

The magnificent view of the Sabarmati river

welcomes you in this beautiful spectacular 100
sq m spacious room with a kitchenette, king bed
and a huge double vanity counter and a walk-in
wordrobe, 2
way airport transport facilities and club
access

Club evening
Hors d'oeuvres
Presidential
Suite
The most luxurious suite of all the time and
only 150 sq m huge suite in the Hyatt Regency
Ahmedabad. Located on
10th floor, this suite consist of a kitchen,
dinning area, huge living room, walk-in closet
and Italian style bathroom also gets 2 way
airport transport facilities and a dedicated
butler service and regency club access

Duties and
responsibilities
 Sectional manager(front office manager)
Reports to- General manager Duties:-
1. Participate in the selection of front office personnel.
2. Train, cross train and re-train all front office personnel.
3. Schedule the front office staff.
4. Supervise workload during shifts.
5. Evaluate the job performance of front office employees.
6. Maintain working relationship and communicate with all
departments.
7. Maintain master key control.
8. Verify that accurate room status information is maintained and
properly communicated.
9. Resolve guest problem quickly, efficiently and courteously.
10. Update group information, maintain, monitor and prepare
group requirement. Relay to appropriate personnel.
11. Review and complete credit limit report.
12. Work within the allocated budget for front office.
13. Review information from the previous shift managers and pass
on details to the oncoming managers.
Front office supervisor Reports to:- front
office manager duties:-
1. Ensure Outstanding customer care at all times. 2.
Maintains a friendly, cheerful and courteous demeanour
at all times.
3. Courteously and accurately answers inquiries from
potential guests and accepts hotel reservations. 4. Responds
to telephone and in-person inquiries regarding reservations,
hotel information and guest concerns.
5. Uses suggestive selling techniques to sell room nights,
increase occupancy and revenue.
6. Supervise daily shift process ensuring all team members
adhere to standard operating procedures.
7. Train, direct the work of, resolve issues/problems and
coach and counsel the front desk team members to ensure a
quality operation.
8. Resolve customer issues, complaints, problems in a quick,
efficient manner to maintain a high level of customer
satisfaction and quality service.
 Operational staffs
Receptionist
Reports to:- front office supervisor duties:-
1. Dealing with arrival and departure of the guests.
2. Welcoming the guests, escorting them to the room, and seeing
them off.
3. Ensuring professional greeting of clients, visitors, and guests.
4. Coordination with the housekeeping department for cleaning
rooms.
5. Filling registration cards for the guests with reserved
accommodation or helping the guests to fill it up.
6. Arranging surprise gifts for the guests on their special days.
7. Training of receptionists.
8. Handling appraisals and performance rewards of the staff.
9. Reviewing current standards of front office services and
procedures, and implementing new practices if required.
10. Ensuring and Scheduling front office desk staff.
11. Managing VIP functions and events taking place in the hotel.
12. Upgrading software if required.
13. Updating backup databases regularly.
 Telephone operator reports to:- front office
supervisor duties:-
1.Answers incoming calls.
2.Directs call to guest rooms, staff, or departments through the
switchboard or PBX system.
3.Places outgoing calls.
4.Receives guest messages and deliver the same to the guest.
5.Logs all wake-up call requests and performs wake-up call
services.
6.Provides information about hotel services to guests.
7.Understand the telephone operator board or PBX switchboard
operations.
8.Provides paging services for hotel guests and employees.
9.Knows what action to take when an emergency call is required.
10.Monitors automated systems including fire alarms and
telephone equipment when engineering and maintenance
department is closed.
11.Assists in reporting telephone equipment or service complaints
and problems.
Head cashier
reports to:- front office supervisor duties:-
1.Operates front office posting software.
2.Obtains the house bank and keeps it balanced.
3.Completes cashier pre-shift supply checklist.
4.Completes guest check-in procedures.
 5.Clarifies customers question or concerns about the
charges on their bills.
6.Maintains adequate supplies of outlet stationery for
cashiers.
7.Assists with distribution of month end reports as
directed by accounts or front office manager.
8.Attends meetings as required.
9.Maintains a track of all high balance guests.
10.Check and follow up on all bills on hold.
11.Check the billing instructions are correct for all
expected departure guest sns setup required auto
routing or auto transfer on the PMS / Guest folio.
12.Give on the Job training for new staffs.
13.May also perform a variety of banking services for guests,
Such as check cashing and foreign currency exchange.
14.Follow up on all deposit dues / deposit to be paid.
15.Post charges to guest accounts.
16.Handles paid-outs.
Organizational chart of
front office

Training schedule
My training schedule in Front office was from
31st of January to 10th of April for 70 days
with 8 offs (72 days of working)
 Layouts and floor plan

Hyatt Regency, Ahmedabad had 33 rooms per floors exept

10th and 11th .10th and 11th floo are connected to the
Regency club so they have only 23 rooms
On the ground floor we have lobby area
Regency ballroom and restaurant/cafe On the
1st floor we have atelier and boardroom and
business centre one the 2nd floor we have
swimming pool, spa, gym and our 2nd
restaurant
china house on the 3rd and 4th floor internal offices are established
and from 5th to 11th we have guest rooms, 3rd and 4th floor are not
accessible to guest
 Procedures and functional runned

During night shifts

1.Sloting and desloting of reg-cards and cheques

2.storing departured guest's reg-card and checks
3.Updating reg-cards
4.Adding their profile to pathik
5.Printing their ID's
6.Making C-forms
7.Making daily information sheet
8.Assisting guest with luggage
9.wake-up calls
10.Delivering newspapers to the rooms
11.Following up with the take away orders during early
checkout (if any)
12.Filling up welcome drink with FNB team
13.wiping and re- arranging the glasses
14.Escorting guest and assisting them
General (9-9)
1.Assisting guest with the luggage
2.Escorting them
3.Opening and closing door
4.Updating reg-card
5.Adding their profiles to pathik
6.making c-forms
7.Taking check-ins
8.Taking check-outs
9.Printing IDs
10.Telephone operating
11.taking follow ups for amenities to be placed
12.Placing orders for amenities of VIP arrivals
13.Taking updates from housing keeping team
with discrepancy
14.maintaining left luggage book
15.Giving arrival and departure calls
16.Coordinating with accounts for checks and
statement of bill to company
17.Helping with travel desk
Equipments used by Front desk
 Computers/system

The computers are the most important thing to

run check-in/ check-out process, it makes it easy
and less time consuming. The hotel system uses
opera software for
all the guest/hotel related information

Console/telephone operating system

An important system to operate telephones, it is

directly attached to telephones and can be
detached by the
system also

Printers and photocopy machines

Printers and photocopy machines are frequently
used in hotels to print invoices and also take
photocopies of the IDs/old invoices/reg-cards
Vicas(id scanning software)

vicas is a ID scanning software which is connected

to a scanner and uploads it directly to the system
that can be used again in future

Luggage Trolley

These trollies are used by the bell boy to lift

heavy/big/many bags and deliver it to the rooms

Stationery items

Stationery items are needed everywhere and front

office is accountable to provide stationery items to the
in-house guest
Situation handling of a lost bag of group arrival
Hyatt regency, Ahmedabad had a group arrival
of 300 students from Ahmedabad University in
which one laptop bag was miss placed in other
guest's room of the same group which was
found eventually by me by coordinating with
the group with the help of errand card it was
quite easy to check in which rooms the bags
were placed and with the help of the luggage
tag it was confirmed by the owner. It was found
that the group changed room internally due to
that the laptop bag was placed in the old room
 Nikhil Nag
2041106165
Hyatt Regency,
Ahmedabad