Hospitality – 1 Assignment

Learner’s Name
Course Title
Assessor’s Name Suvajit Chakravarty
Internal Verifier Mandeep Kaur
Name
Unit Number Unit 7 Hospitality – Room Management
and Title
Assignment Title Front office
Outcome Unit – 7
Number(s) LO1 : Explore the growth of the hotel industry
and LO2: Examine the effectiveness of front
Statement(s) 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 Preeti Ilabanta Haldar Date 09/02/24
Name
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/ ● Explain the growth of the hotel industry worldwide
Aims
● Compare the facilities of different types of hotels in
India
● Analyse 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
 Hospitality – 1 Assignment

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.
Backgrou You have been selected as a Front Office Assistant of a 5
nd or star Hotel. As part of your six months Probation you will
Scenario 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.

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. 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- traveler’s cheque/ credit card
(PASS)

Ans.

Question 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.
 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
Accept a reservation for an 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

Accept a reservation for an 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

Accept a reservation for an 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.

FIDELIO CASE STUDY - 4

Accept a reservation for an Foreigner Free Individual Traveller guest and confirm it.
2. Check in the guest. 3. Do a Room Move for him. 4. Put the earlier room – Out of
Service 5. Exchange $400 for the guest. 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.

FIDELIO CASE STUDY - 5

 Hospitality – 1 Assignment

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.

Ans.

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.

Answer.

Role Play Situation No.2

 Hospitality – 1 Assignment

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

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)

Answer