Hospitality – 1 Assignment

Assignment Brief and Feedback Form

Learner’s Name Isha shankar verma

Reference ID FIVT/MGH /23-24/24

Course Title Frankfinn Advance Certificate Course in Aviation, Hospitality,
Travel & Customer Service
Assessor’s Name Shoguto sir
Internal Verifier Name
Unit Number and Title Unit 3, Hospitality – Room Management
Assignment Title Hospitality
Outcome Unit – 3
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 Hand In Date 22/08/23

Learner Declaration
I confirm that the work submitted for this assignment is my own.
Learner’s Date
Signature
Instruction Your assignment will not be accepted if it 22/08/23
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
 Analyze 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, staff, and
guestswho come into contact with the frontoffice.
Background You have been selected as a Front Office Assistant of a 5-star Hotel.
or Scenario As part 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 &
creativemanner.
 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 upto One week to submit the Assignments

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. Domestic Chain – Domestic chain is Indian Origin ,E.g .: Taj , ITC Welcome Group , Leela
group etc.

International Chains– International chain is foreign Hotel which are working within our
country .Eg :Hilton , Holiday Inn , Le Meridien , etc.

THE LEELA HOLIDAY INN

Domestic chain in India origin - The leela

Captain C P Krishnan Nair

 Hospitality – 1 Assignment

Chairman- The Leela Group of Hotel

ABOUT FOUNDER Founder:

 Founder Captain C P Krishnan Nair
 Born : 9 February 1922
 Place : Kannan , Kerela , India

He served under Indian National Army under Netaji Subhash Chandra Bose . In 1950 , he
married Leela . Inspired by the high luxury standards of European 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 hotels
opening in Chennai , Agra , Jaipur , and Lake Ashtamudi in Kerela . His mission is to delight and
exceed his guest .

History Of Leela Groups Of Hotels

Hotel Leela , incorporated in 1981 , entered into collaboration with Kempinski Hotels , to set up and
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 LeelePalace , Goa , started its operation in sept 1998 .
The hotel has been upgrated to a world class beach resort and has been acclaimed as one of the
finest resort in the world . The 300 – room in Bangalore five – star hotel had a soft launch on July
15 , 2001. In July 2005 , the company acquired majority stake in Kovalam Hotels Ltd. Consequently
Koyalam Hotels Ltd became the subsidiary of the company and now is known as ‘ LeelaKovalam
Beach , Kerala ‘ . The company operates four hotels with 985 rooms under the ‘ Leela ‘ brand .

Facilities

 Boardrooms and Meeting rooms

 Banquet Facilities
 Wi – Fi internet access
 Bar
 Car Hire Service
 Business centre
 Courier Service
 Children welcome
 Laundry Service
 Computer
 Florist
 Doctor On Call
 Foreign
 Currency Exchange
 Fan
 Spa
 Fax Service
 Gymnasium
 Fire Safeguard Free
 Electronic safes
 Newspaper
 Hospitality – 1 Assignment

Hotel facilities In-Room facilities Featured Amenities (with asurcharge)

Bespoke Concierge Service Dailynewspapers Court 12 hole Par – 3 Golf Course

24 Hours Currency Guest stationary HolisticandAyurvedicTreatmentsandPackages

Exchange
24 Hours Room Service 2 bottles of packaged Beauty Salon
drinking water per day
Gym and Swimming Pool Tea / Coffee maker Personalized Yoga , Meditation and Reiki

Valet Parking Electronic Safe Palmistry & Tarot Card Reading

Hotel accessibility available Multi – channel Television

to differently abled
Left Luggage facilities Iron and Ironing board

Children’s Activity Centre Baby cot on request

and Pool
Croquet and Beach
Volleyball
Floodlit Tennis

INTERNATIONAL CHAIN

International chain is Foreign Hotels are working within our country .

Charles Kemmons Wilson, Founder of Holiday Inn hotels

About the Founder

 Full Name : Charles Kemmons Wilson
 Hospitality – 1 Assignment

 Born : January 5 , 1913

 Birthplace : Osceola , Arkansas , USA
 Died : February 12 , 2003
 Occupation : Business
 Profile : Founder Of Holiday Inn hotels

Charles Kemmons Wilson 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 month old . He and his
mother,Doll , then moved to Memphis , Tennessee where she took a job as a dentist assistant . When his
mother lost his 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 wellknown for his building bigger and better houses at no higher cost.As
he said , “ The space in the middle of a house doesn’t cost anything “.

List of holidayInn group of hotel in India

HOTELNAME STAR RATING CITY ADDRESS

HOLIDAY INN , 4 STAR Agra 16/2/8 Sanjay Place M.G.
AGRA Road , Agra Uttar Pradesh
HOLIDAY INN , 3 STAR Jaipur Plot No.1 Golimar Garden
JAIPUR Scheme Amer Road Jaipur ,
Rajasthan
HOLIDAY INN , 5 STAR Mumbai BairajSahaniMargJuhu Beach
BOMBAY Mumbai , Maharashtra
HOLIDAY INN, GEM 3 STAR Udagamandalam Sheddon Road
PARK OOTY Udagamandalam , Tamil Nadu

HISTORY OF HOLIDAY INN THE CHAIN OF HOTELS

Kemmons Wilson built the first Holiday Inn in 1952 on summer Avenue , one of the main approach roads
to Memphis , and quickly added other 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 .
 Hospitality – 1 Assignment

Their main Headquarter in Memphis , Tennessee , With over 1,800 locations in the United States alone .

Facilities

 Room Services
 H / C running
 water
 Telephone
 Fax
 T.V.
 Safe Deposit
 Channel
 Music
 Tea / Coffee
 Maker
 Satellite Channel
 IDD
 Elevator
 Individual A / C Control
 Business Centre
 Banquet and conference
 Shopping arcade
 Casino
 Wi – Fi Available
 Indoor Swimming Pool
 Parking
 Car Rental facilities
 Currency Exchange

AMENITIES AND SERVICES

 The holiday inn spa

 Fitness centre
 Meeting / banquet facilities
 Dry cleaning
 Tour desk
 Fax / photocopying
 2 Tennis courts
 Fishing
 BBQ facilities
 Billiards

FACILITIES
 Hospitality – 1 Assignment

DomesticChain InternationalChain

 Boardrooms and Meeting rooms  Business Center

 Wi – Fi Internet Access  Banquet and Conference Facilities

 Car Hire Service  Shopping Arcade

 Laundry Service  Casino

 Florist  Public Air Conditioning

 Foreign Currency Exchange  Wi – Fi Available

 Courier Service  Indoor swimming pool

 Spa  Currency Exchange

 Playground  Luggage storage

 Power Backup  24 Hour Front Desk

 Public Area  Newspaper / Magazines

 Room Service  Dry Cleaning

 Safe Deposit  Massage Service

 Secretarial Service  Laundry

 Shopping Arcade  Child Care

 Squash  Shopping Arcade

 Tennis  Beauty Salon

 Laundry fecilities  Room Service

 Liftavailable  H / C running water

 Live Entertainment  Telephone

 No pets allowed  Fax

 Non Smoking rooms  Safe Deposit

 Parking  Channel Music

 Tea/Coffee maker

 Satellite Channel

 IDD

 Individual A / C Control

 Game Room

 Health Club
 Hospitality – 1 Assignment

Question 2. Explainthe 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’scheque/ credit card
d) an appropriate Front- office layout and justify. (PASS)

Ans.Mr. Rahul Gupta is a CVGR and requires a single room and has to be picked up from the airport.
During his stay he requires for a safety locker facility . As he celebrate his birthday during his stay a
complimentary cake must be sent to him . He wants a car rented to be arranged for him to attend his
business meeting . He request that a letter be mailed for him . He checks out after four days .
Conduct the complete guest cycle for the guest with students playing the role of reservation assistant .
Front office assistant , concierge , bellboy , and cashier . Use appropriate form , format for each stage of
guest cycle .

GUEST CYCLE OF THE HOTEL

 The hotel’s guest stays cycle can be divided into four main stages . Within these four stages ,
there is an important task related to guest services and guest accounting .
 Front office employees must be aware of guest services and guest accounting activities at all
stages of the guest stay . Front office staff can effectively serve the guest if they have a clear
understanding of the flow of business in the hotel . Guest Cycle also represents a systematic
approach to front office operations .
 Hospitality – 1 Assignment

1. PRE – ARRIVAL :
 The Guest chooses a hotel during the pre – arrival stage of the guest cycle.
 The guest’s decision of making the reservation can also be affected by the ease of making
the reservation and the way reservation agent interacted and described the facility of the
hotel like room type , room rate , recreational facilities and other attractions near the hotels
etc.

2. Arrival :
 The arrival stage of the guest cycle includes registration and room assignment process .
After the guest arrives , It is the front office staff responsibility to clarify any query of the
guest especially the details of room rate of packages he / she is booked on .
 Front office staff should determine the guest’s reservation status before beginning the check
– in / registration process . Guest with reservation and guest without reservation commonly
known as walk – ins also provides an opportunity for business for front desk staff .
3. Occupancy :
 The manner in which the front office staff represents the hotel is important during the
occupancy stage .
 Front desk should take extra care to respond to the guest in a timely and accurate manner .
The main focus of the front desk staff is to provide anticipatory service and to meet or
exceed the guest’s expectations . This will encourage the guest to repeat to the hotel .
 Hospitality – 1 Assignment

 Security is also a main important concern during occupancy of the guest Issues like
protection of funds and valuables are among those . The front desk should also follow the
hotel standard operating procedure for handling the hotel and guest keys , property
surveillance , safe deposit boxes , guests personal property , and emergencies are also
important .
4. Departure :
 At Departure , the guest vacates the room , receives the accurate statement of the settled
accounts , returns the room . keys and leaves the hotel . Once the guest has checked out ,
front office updates the rooms availability status and notifies the housekeeping department .
 At this stage front office also collect the feedback of the guest experience in the hotels by
handing over the guest feedback form .

RECEIVED A CALL TO THE TELEPHONE TATA OPERATOR IN HOTEL .

 Mr. Sharma : Bhavan hotel , Mr. Sharma here from HPCL company .
 Operator : Good Afternoon sir , How may I assist you ?
 Mr. Sharma : Our client , Mr. rahulgupta will be visiting Mumbai on 11 th and he going to
stay for 4 days .
 Operator : May I get the details of your client Mr. Rahul Gupta .
 Mr. Sharma : Yes , sure I will mail you a detail . and please arrange a car from the airport .
 Operator : Sure sir please also let us known the flight timing in the mail . Anything else sir
 Mr. Sharma : No , thank you
 Operator : Thank you for the call Have a great day sir .
ON THE 11TH CONCIERGE ARRANGES THE CAR TO THE AIRPORT TO PICK UP MR .GUPTA .

MR . GUPTA reaches the hotel and goes to front office

 Front office- Good Morning sir how may I help . you

 Mr. Gupta- I have booking for 4 days my name is Mr. Gupta
 Front office- Yes sir , you have a booking for 4 days for a single room , Right sir ?
 Mr. Gupta- Yes right and can you please arrange a safety locker facilities in my room ?
 Front office- Yes sir , safety locker is the facility given by our hotel to our guest this is
manual here you will get the knowledge , how to use our safety locker .
 Mr. Gupta - Oh great , thank you very much .
 Front office - You are welcome sir , Mr. Raj will guide you to your room . Thank you for
choosing city BHAWAN PALACE sir .
 Mr. Gupta- Thank you very much

Mr. Gupta fills the Reservation Form in the Hotel .

It’s Time for the Birthday during Stay

 Front office : A CVGR guest Mr. Gupta , room no . 333 is celebrating his birthday in hotel .
 Simon : Sure , I will arrange a complimentary cake to the guest .
Simon arranges a complimentary cake for Mr. Gupta and the bell boy will
delivers to his room . )

VOUCHER SUBMITTED AT THE FRONT OFFICE DESK FOR ROOM NO 333

 Hospitality – 1 Assignment

MR . GUPTA WANTS TO SEND A MAIL

 Front office : How may help you sir ?

 Mr. Gupta : This is Mr. Gupta from room no.333 I want to send a mail .
 Front office : Yes sure sir , I will send a person to youwith a form . So please fill that and your
mail too .
 Mr. Gupta : OK , thank you .

DEPARTURE
 Mr. Gupta : hello this is Mr. Gupta from room no 333
 Front Desk : Good Morning Sir , how may I help you ?
 Mr. Gupta : Today I will be leaving by 12 noon so please keep my detail and bill ready .
 Front Desk : Sure sir .

Mr. Gupta arrives at the front desk for checkout and front desk gives him all the Master -folio as he was
CVGR guest the company going to pay the bill . Mr. Gupta signed on the bill and fill the feedback form
and leaves the hotel .

Question3.Explain how the housekeeping department contributes towards earning hotel revenue. Writeyour
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)

Answer-HOUSE Keeping: Housekeeping means performing all the duties towards cleaning ,
maintaining orderliness, and running a house or a business property . In case of hotels , the
housekeeping duties involve maintaining the hotel to the best . possible state in terms of cleanliness ,
and keeping it at highly desirable ambience .

OBJECTIVES OF HOUSE KEEPING

 The main objectives of hotel housekeeping are –

 To maintain overall cleanliness of the entire hotel at all times .
 To perform cleanliness duties most efficiently and effectively .
 To use good quality , safe cleaning equipment and chemicals .
 To manage laundry and linen .
 To control pests .
 To keep up the hotel with classy interior decoration .
 Hospitality – 1 Assignment

 To take care of the furniture , fittings , and fixtures of the entire hotel .
 To understand the expanse or scope of housekeeping , it is better to understand the divisions of
hotel a hotel , first .

HOUSEKEEPING DEPARTMENT LAYOUT IN HOTEL .

 The layout of the housekeeping department depends on the total number of Guestrooms ,
Outlets, and Required Staff . The following areas of the department are the most prominent
ones –

 Office of the Executive Housekeeper – The administrative work of the department is carried
out here .
 Housekeeping Control Desk – It is accessible and operational 24 hours a day . The
housekeeping staff reports at the start and end of the shift here . There are notice boards ,
storage shelves , registers , lost and found cupboard , and key – hanger matrix .
 Laundry Area – Washing , ironing , dry cleaning , folding of linen and staff uniform takes place
here .
 Linen Room – Here , the linen of the hotel such as bed – sheets , towels , pillow cases , etc. ,
are stored , collected , and carried to the required places in the hotel .
 Uniform Room – The staff uniforms are collected , stored , and distributed from here .
 Tailor Room – Here , stitching and repairing of linen and uniforms takes place .
 Housekeeping Stores – It is a storage area where the cleaning equipment and items , and
guest supplies are securely stored .
 Flower Room – It is an air – conditioned room with worktables , sink and water supply ,
cupboards to store vases and stones , and a counter .
 Lost and found -stores all the items left by the guests . It directly communicates with the front
office desk , as there the guests tend to first enquire about their lost articles.

HOUSEKEEPING AREA OF RESPONSIBILITY

 The housekeeping department is responsible to keep the following areas clean and tidy .
 Guest Rooms
 Guest Bathrooms
 Public Areas such as Lobby and Lifts
 Banquets and Conference Halls
 Parking Area
 Sales and Admin Offices
 Garden
 Hospitality – 1 Assignment

 Apart from the cleaning task , the housekeeping is also responsible for handling keys of each
floor. In addition , it manages the laundry , which is often at some places considered as a sub –
department of housekeeping.

To operate his organization , the executive housekeeper is helped by assistant executive

housekeeper , senior housekeeping supervisor , housekeeping floor supervisor , linen & uniform

supervisor , public area supervisor , housekeeping administration and all housekeeping staffs .

ROOM SECTION /FLOOR SECTION

 Room section is a very important section in Housekeeping Department

because this section is responsible for maintaining the spotless and tips top
condition of the guestrooms . The success of any organization , which
provides accommodation , depends on good Housekeeping , especially in
rooms .
 It is said that “ the rooms are the heart of the resort / villas “ the resort
business has a line of product to sell such as the Lobby , Bar , Restrooms ,
Restaurants , Coffee Shop , Banquet Rooms , and so on , the principal
 Hospitality – 1 Assignment

product of every hotel and is obviously the guestrooms . The person who is
responsible for keeping the guestrooms clean and comfortable is called
“Room Attendant”.Whereas , the person who is co – ordinate and
supervises the Room Attendant work is called “ Floor Supervisor”.
 Since the Room Attendant is work In guestrooms and in order to maintain
the standard Attendant service and for guest satisfaction , certain rules
must be adhered to and followed by maids when they clean rooms in any
establishment .

HOUSEMAN/PUBLICAREASECTION

 Houseman section is one of the sections in Housekeeping that responsible

for the cleanliness of the whole hotel areas except guestrooms, kitchen
areas and especially that are not covered by the contract.
 Public Area: Lobby Area, Floor Corridors, Guest elevators, Service Areas,
Guest toilets.
Function Room: Restaurants, Meeting Rooms, Training Room.
Offices: Executive Office, Accounting Office, Purchasing Office,
Housekeeping Office, Engineering Office, Human Resources/Personnel
Office, etc.
 The Public Area Supervisor is responsible for the smooth flow of work in
this section and report to the Assistant Executive Housekeeper. To cover
areas, the Houseman’s works are divided into several sections.

LINEN /UNIFORMROOMSECTION
 Hospitality – 1 Assignment

 The linen/uniform room section is very essential in Housekeeping

Department. Its main function is to provide, store, and distribute hotel linen
and staffs uniforms. And also responsible for the smooth circulation of the
hotel linen and staff’s uniforms as well.This section is headed by
Linen/Uniform Supervisor who reports to Assistant Executive Housekeeper.

LAUNDRY SECTION

 Laundry section is part of Housekeeping Department. Its main function is to

provide pressing laundry and dry cleaning service to the guests, staff’
uniform, F&B linen and guest room linen. Laundry Manager is responsible
for the overall operation of the laundry heads this section. To run the
laundry manager is helped by Laundry Supervisor and report to Executive
Housekeeper.
 Hospitality – 1 Assignment

LAUNDRY DIRECT REVENUE

 Housekeepers can also bring additional value to your business . There are
2 types of laundry :
 1. Outsourced laundry 2. In sourced laundry , for hotel in house laundry is
the best because with in house laundry you don’t have to wait for someone
else to provide your guest with fresh Lenin . In in house laundry the laundry
peoples are more careful while washing the linins . They can give
additional services to the guest like laundry . They can charge for the
laundry service from the guest .

FLORIST SECTION :
 Hospitality – 1 Assignment

 To beautifying the hotel performance in every outlet or section. The florist

will make a special flower arrangement in each area covered; such as
Lobby, Pool Bar, Restaurant and other area.

OFFICEADMINISTRATION :

 The person who responsible to maintain the administration in

Housekeeping Office is the Executive Housekeeper, Assistant Executive
Housekeeper, all Supervisors and the order taker/office clerks. The order
taker will in-charge for taking all guest requests, telephone calls (incoming
and outgoing calls) all store items request, etc.

PERSONAL ATTRIBUTES

 Personnel attributes of housekeeping staff in the hospitality industry play an important role . It
enhances the images of the property as well as the quality of personalization that only human
can give . These attributes are based on the following term .
1. Personal hygiene
2. Personal grooming
3. Honesty
4. Eye for detail
5. Courtesy
6. Tact and diplomacy
7. Physical fitness
8. Cooperativeness

Question4.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.
 Hospitality – 1 Assignment

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.

Ans.FIDELIO CASE STUDY – 1

STEP1 : NEW RESERVATION – RESERVATION

( Then click on new and type required details . )

STEP 2 : RESERVATION – NEW RESERVATION

( Then click on new and type required details . )

STEP 3 : After filling the form click on the ‘ OK ‘ command button . Then guest reservation number will
appear .

STEP 4 : PTDT Then go to home screen and - Front Desk - Arrival.

 Hospitality – 1 Assignment

STEP 5 : Then click on the ‘ SEARCH ‘ button and select the guest . Click ‘ CHECK – IN ‘ button. Now
the room no will appear.

STEP 6 :Then go to home screen and In –Front Desk - house guest .

STEP7 :Accept a trace– room move, select different room,reason major leakage.

STEP 7 : Then select the guest and click “ OPTION “ button .

STEP 8 :Post 5 bill – room tariff, tax, breakfast, bar and coffee shop.

STEP8: settlement– normal check out/ early departure.

STEP 9 :post room and tax –Print copy of invoice – Payment option – cash payment.

STEP 10 :Check out

 Hospitality – 1 Assignment

Question5. 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.
Answer.

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:-Being an assistant front office manager of a renowned hotel, I should speak very politely to the
customer. I should first make her understand the rules and regulations of our hotel. According to our rules and
regulations, the guest should follow the company’s wordings of reservation with the hotel. But in the case of
Ms. Sangeeta Chawla, at the time of her check out, she made some misunderstanding with the front office
assistant manager about the meal plan from M.A.P to A.P as well as not returning the hair drier. I need to be
calm and polite to our guest and it’s our job to clear them if they are in confusion. At that very moment, I should
consult with the company’s authority who made the reservation for the guest, and I will send the master folio to
the company and as per the initiative the company will pay the amount and will process for the checkout of the
guest.

Question 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. You can share your design
ideas in the space below(DISTINCTION)
 Hospitality – 1 Assignment

Answer: As per the current scenario of the hotel industry, a particular renowned hotel has provide certain
amenities, décor and cleaning standards for a standard room in the future:
1. For a standard room, they provide laundry services
2. They provide Valet Services
3. They provide Shoe Shine Service
4. They provide the guest with flowers in case of request
5. They provide evening service
6. Dry cleaning

As being the layout of a Standard Twin Room, they are providing a Trundle Bed, Single Bed, Privacy
Curtain, Bath with Shower, 2 Basins, Television, Connecting Doorway, Window.

In the standard room, they also provide Mini Fridge- Mini Bar are the one of the products which are
environmentally friendly, without fluorine, and cause no pollution to the aerosphere. Mini Bar without
compressor, silent and do not produce any noise, function stably and soundly. The products can
deforest automatically and belong to static-cooling refrigerators. This facility helps the hotel earn
more revenue and this facility makes the guest mind comfort.

Air-conditioner:- Air conditioner are an important aspect of our modern world, and can keep the
guest cool during extremely hot months. So whether it’s protecting guest from the summer heat, or
relaxing on days off. This facility helps the hotel earn more revenue and this facility makes the guest
mind comfort.

Shelf and Hanging Rail:- Shelf and hanging rail helps the guest to keep his stationary items safe and
this facility helps the hotel earn more revenue and this facility makes the guest mind comfort.

Furniture: - Sofa table is an important furniture used to serve guests. Additional furniture makes the
room looks more exquisite and attractive. This facility helps the hotel earn more revenue and this
facility makes the guest mind comfort.

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Hospitality – 1 Assignment