Hospitality – 1 Assignment

Learner’s Name Anosh

Course Title
Hospitality-room management
Assessor’s Name Mr. Manikant Sah
Internal Verifier Mrs. Shakun Dhawan
Name
Unit Number and Unit 7 Hospitality – Room Management
Title
Assignment Title
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 Hand In Date 1-14-2023

Learner Declaration
I confirm that the work submitted for this assignment is my own.
Learner’s Name Anosh Date 01-14-2023
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 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, staff,
 Hospitality – 1 Assignment

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

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. In this answer I'm going to talk about two renowned chains of hotels (one
domestic and one international) chain hotel and also I'm going to compare the
facilities of both hotels and also trace their history right from the time of its
inception. Firstly I'm going to tell name of the hotels that are given below:-
(1)ITDC (Ashok group of hotels) {Domestic chain hotel}
(2)The Oberoi group of hotels {International chain hotel}
Firstly I'm going to talk about the hotel named ITDC Ashok group of hotels:-
 Hospitality – 1 Assignment

Established in 1966, it owns over 17 properties under the Ashok Group of Hotels
brand, across India. India Tourism Development Corporation Ltd. One of the hotels
the government developed was the Akbar Hotel in Chanakyapuri, which was built
from 1965-69.
Now I'm going to talk about the hotel named the Oberoi group of hotels.

In 1934 The Oberoi group was founded when Rai Bahadur Mohan Singh Oberoi,the
founder chairman of the group bought from an Englishman, two properties-'the
maidens' in Delhi and 'The Clarke's 'in Shimla.
Now I'm going to compare the facilities of both hotels:-
MULTI CUISINE RESTAURANT The Oberoi Spa offer holistic treatments that
Responding to its growing International include Aromatherapy, Eastern, Western and
clientele, The Ashok has a splendid cavalcade signature Oberoi massage. To relax, revitalise
of multi-cuisine offerings on board. and rejuvenate the mind, body and spirit
BANQUETS its public spaces, with superlative rooms,
Select from the full range of conference and restaurants and guest facilities, this is a 5 star
banquet facilities at The Ashok. luxury hotel in Delhi perfectly conceived for
work or play.
SHOPPING ARCADE Waiter salaries at Oberoi Hotels & Resorts can
The Ashok offers a wide and exciting selection range from ₹2,88,098-₹3,12,181.
for shopping. Enjoy the comfort of shopping
within the hotel
 Hospitality – 1 Assignment

FITNESS The Oberoi Group is recognized as a best

Poolside gymnasium with a lifestyle SPA. practice for training and developing its
people.
LOCATION The Oberoi hotel located in the heart of the
One of the main reasons why The Ashok is city.
popular with tourists and business travelers is
its prime location in the heart of the National
Capital region of Delhi.

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- traveler’s cheque/ credit card
(PASS)

Ans. The front office is the main communication centre. It is the major revenue
generating department.There are many types of services provided by the front
office department to a specific guests (FIT, FFIT,CVGR,CIP)that are given below:-

(1) Services provided to FIT guest :- A FIT guest is a free independent traveller. The
front office provide personalized services from booking untill settlement of bill. It
 Hospitality – 1 Assignment

includes hotel facilities information, handling guest request and other facilities such
as room service, housekeeping and so on.
(2) Services provided to FFIT guest- FFIT guest is the foreign free independent
traveller. Front office department provide same facilities to FFIT as FIT guest . They
handle request and concerns during stay.
(3) Services provided to CVGR guest- CVGR guest is company volume guaranteed
rate. Front office department cater to their specific needs and providing seamless
check in and check out experience. CVGR is a VIP guest who recieve specialized
facilities during their stay.
(4) Services provided to CIP (commercially important person) they recieve special
attention and services during their stay. The front goes above and beyond to ensure
their satisfaction and comfort. Front office provide special amenities to those guest.
Now I'm going to write some telephone etiquette:-
First impression count a lot. It all begins with how we answer a call.A voice on a
telephone should be very polite. The tone of politeness is projects the image of the
hotel. Poor telephone manner can result in prospects customers going somewhere
else. It is important to project a tone that is enthusiastic,natural,attentive and
respectful. Firstly pick up the phone in three rings. Speak politely with a smile. Greet
the caller. Good manners show you respect the caller. Ask the customer how you can
assist him or her. Listen attentively what they said and first let him or her finish their
talk. That's are the basic telephone etiquette that we should use.

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)
 Hospitality – 1 Assignment

Ans. The housekeeping department in a hotel is responsible for the cleanliness,

maintenance and healthy environment. Housekeeping is not only helps to earn
revenue - Housekeeping is the backbone of a hotel. Housekeeping makes sure that
the guest returns to the hotel pr promotes the hotel positively. Sale of hotel room
account for a minimum of fifty percent of total hotel revenue. A major part of hotel
profits also come from room sales. Housekeeping establishes a hotel's reputation
for cleanliness and quality. It is very important to have a strong housekeeping
department for the guest's health, safety and hygiene. As much as housekeeping
strong as well as hotel can survive and have a good revenue.

Amenities and facilities provided to a guest:-

Such room amenities like:- Mini bar, waste basket, television, newspaper, ashtray,
sewing kit, tea coffe maker with packets of coffee, sugar etc. Mineral water and
glasses, stationary folder with letter, paper, pen, envelopes, hangers, laundary bags
and forms.
Such bathroom amenities:- bath towel, hand towel, face towel, facial soap,
shampoo, shower cap, tissue box, shoe shine kit, toilet tissue.
Some facilities like:- (1) Clothing care
(2) Bedside or desk items such as holy book, a Bible, Gita, Quran, telephone book.
(3) Bedding should be very proper, Clean sheets, pillows, comforter or blankets.
(4) coffee table with newspaper, ashtray with matchbox.
(5) A DND card and a clean my room card are also available in the room.
 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. In Case study 3 we will have to make reservation for FFIT guest where we
firstly we have to go on Microsoft fidelio front office. Then we have to put user I'd
and password. Then we have to go on reservation, where we have to click on new
reservation. One reservation form will appear. Fill this reservation form{guest's
name, country, room type, payment mode etc.} We have to put extra retention
charges for the guest. Then go to profile. Fill some details of guest{guest's address,
postal code, etc.}Then we will click ok. One reservation number will appear. And
then close it. Then we will have to go on reservation search. Write the confirmation
number and search the guest profile. When guest profile is open we will have to
click on check in. Then one room number will appear and guest succesfuly checked
in. Then we have to go on options and then trace for accept a order of extra blanket
and extra pillow for the guest and we have to resolve one another problem that is
bulb fused . We put a one another trace for it. Guest want to depart from the hotel
earlier so we have to go on edit option and reduce date of the guest stay. Then we
have to post bill for the guest ( laundry bar, room tariff, tax, juice etc. For this we
have to go on billing and post bill. Then we have to go on settlement and click on
early departure and then check out the guest.

Question5Write 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
 Hospitality – 1 Assignment

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. Role play 1.

So if I am a Front office Supervisor I am going to greet the guest first. And secondly I am going
to check the room availability which she is asking . so if the room is not available as per her
requirement and need i will apologize her. And then I will be giving her the options the first
option is I will be giving is doing the reservation immediately but it will be put on Waitlist and
when that room will available then she can confirm it if she wants it The second option i will
give is to book a superior room, for which discount is been provided to her for differential cost
so First will be lower cost or the room or second will be higher or that room for this room the
confirmation will be immediate .

As per her requirements i will inform the FOA to book the reservation. As per her
accommodation I will inform the Concierge to arrange a car for her for seeing trip. And also
inform the housekeeping to provide Fax machine in her room. I will also call her to confirm the
things that she was asking are available or not, and I will also ask her if she needs anything
else.

As she is insisting for a champagne as complimentary I will give her two option that she can
take champagne or she can take discount on her room bill which was told her at reservation
time. As her last requirement to that she wants to kept 02 pieces of luggage as the left
luggage, on departure I will inform to Bell Captain.

Followings that Bell captain will do

 Hospitality – 1 Assignment

I. He ensure that the guest has settled his bill with the hotel.

II. He then inspects/scans the baggage and bring any pre- existing damage, to the
attention of the guest .He enters the description of the baggage on the luggage tag and
strings it to the baggage .

III. The tag has a number and a counter foil with the same number. He enters these details
in the Left Luggage Register. He tears off the counterfoil of the Luggage Tag and hands it
over to the guest.

And lastly The bell boy is then instructed to deposit the luggage in the Left Luggage Room.

QuQuestion6Youhavepreparedalayoutofastandardroomasperthecurrentscenariooftheh
otelindustry.Afteranalysingtheguestsupplies,amenities,décorandcleaningstandards,desi
gnastandardroomforfuture.

(Youcandescribethelayoutinafewlines)
Explainastohowthehotelwithupdatedroomfacilitiescancreateanicheintheindustry.
(DISTINCTION)
ORAnswertheQuestionbelow

Designabrochurewithspeciallydesignedpackagestoup-sellahotelintheoff-
season.Explainhowthevariouspackageswillbesuccessfulinbringingbusinessduringtheoff-
season.Youcanshareyourdesignideasinthespacebelow
(DISTINCTION)

Answer.
 Hospitality – 1 Assignment

BASIC AMENTIES AND FACILITITES PROVIDED

 Hospitality – 1 Assignment

 Balcony1 Double or 2 Single Beds

 Flat Screen TV

 Telephone

 Wifi

 Individually Controlled A/C & Heating

 Electronic Safe Deposit Box

 Electronic Lock Key System

 Mini Bar

 Tea & Coffee Facilities

 Iron & Ironing Board

 Hairdryer