TRAINING

PRESENTATION
ON
TAJ LANDS END

SUBMITTED BY
RAHIL JAIN
IPS Academy, Institute of
Hotel Management, Indore
 INTRODUCTON
• For seven months from July 2018 to January 2019, I did my
Internship at Taj Lands End Mumbai. My induction into the front
office department of the Taj Lands Ends, one of the country‘s best
five-star hotels allowed me to practically experience the world of
tourism and hospitality businesses.

• My whole training period was wonderful learning experience. I got

to deal with skilled and experienced staff members who were very
supportive both in getting the work done and providing
information. Working with experienced staff has helped me a lot in
learning how to get the maximum work done in short period of
time. Working with them even made me value manpower and time.
 HISTORY OF TAJ
Year Event
• 1903 The Company opens its first hotel, the "Taj Mahal Palace" in
Mumbai, India.
• 1974 The Company opens its first five star deluxe beach resort, the
"Fort Aguada Beach Resort" in Goa. The Company begins business in
metropolitan hotels by opening the five star deluxe hotel, the "Taj
Coramandel" in Chennai.
• 1980 The Company opens its first hotel outside India, the "Taj Sheba
Hotel" in Sana'a, Yemen.
• 1984 The Company entered into a licence agreement to operate
the "Taj West End" in Bangalore, "Taj Connamera" 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 Kerala Hotels and
Resorts Limited with the Kerala Tourism Development
Corporation.
• 1998 The Company opens the "Taj Exotica" in Bentota, Sri
Lanka.
• 2000 The Company establishes Taj GVK Hotels and Resorts
Limited with the GVK group to operate three hotels in
Hyderabad.
• 2001 The Company is awarded the management contract for
the "Taj Palace", Dubai. The Company launches the "Taj
Exotica Spa and Resort" in Maldives.
• 2002 The Company obtains licences to manage and operate
two leisure hotels: the "Rawal-Kot" in Jaisalmer and the "Usha
Kiran Palace", Gwalior. The Company acquires an equity interest
in "Regent Hotel" in Bandra, Mumbai which is later renamed as
the "Taj Land End."
 ABOUT TAJ LANDS END
• Taj Lands End couldn’t have wished for a
more ideal location. Overlooking the
Arabian sea, the hotel is close to Bandra-
Kurla, Andheri and Worli Business
districts. Marking the group’s much
awaited entry into the fast growing North
Mumbai market, it took over operations in
September 10, 2002, after acquiring the
Regent Hotel in Bandra, Mumbai.
• The 493 room five star deluxe property, Taj
Lands End is built on 9.25 acres of land at
the tip of Bandra’s Bandstand. This hotel
offers a panoramic view of the Arabian Sea
and the cityscape across the bay. The
ambient décor of the hotel is a well defined
blend of pale pastels with rich wood.
• With a view overlooking the Arabian Sea and the Bandra Worli Sea Link,
Taj Lands End, Mumbai offers the best of both worlds. Located close to the
airport, in the midst of the pulsating life of Bandra, its proximity to Bandra-
Kurla Complex, Andheri and Worli business districts, makes it an ideal
choice for business as well as leisure travelers. The hotel boasts of some of
the city’s finest accommodation, dining experiences and elegant
conferencing and banquet facilities. Although contemporary, it reflects
India’s warm and heartfelt tradition in hospitality.
The property comprises of 493 rooms, with different categories:

Category No. of Rooms

Deluxe Rooms 156

Luxury Rooms 169

Grand Luxury Rooms 61

Taj Club Rooms 74

Executive Suites 4

Luxury Suites 22

Grand Luxury Suites 6

Presidential Suites 1
 Deluxe Room

Luxury room
 Grand Luxury room

Taj Club room

 FRONT OFFICE DEPARTMENT

• Front office deals in accommodating guest in the hotel and is a very

important department. It is an essential because it deals with the
allocation of room, which is a major income of hotel. The way in
which a receptionist deals with the guest has the direct impact on the
guest. Front Office is one department, which deals with guest
directly. A receptionist, with his salesmanship can induce the guest to
stay at the hotel and in this way it increases the revenue of the hotel.
 HIERARCHY
FRONT OFFICE DEPARTMENT

DIRECTOR OF ROOMS

FRONT OFFICE MANAGER

ASSISTANT FRONT OFFICE MANAGER

DUTY MANAGER

GUEST RELATION EXECUTIVE

CASHIER

GUEST RELATION ASSOCIATE

INTERNS
 RECEPTION
• The reception operates 24x7. All the shifts besides
handling Check-ins, registrations & amp; inquiries
are required to do certain tasks as listed below:-

Morning Shift (07.00hrs - 16.00hrs)

Afternoon Shift (15.00 hrs – 00.00 hrs)
Night Shift (22.30 hrs – 07.30 hrs)
• Check for the house position & for the expect house position.
• Check for expected arrival (EAL), crew and group movement.
• The EAL breakup is done on the basis of type of check-in & time
wise i.e. at the interval of 2 hours starting from 0700hrs.
• Take handover. Check the complaint register, log book and fax file.
• Check the mail on hold file. Print a vacant room report & update it.
• Room to be blocked as per prior request in liaison with Guest Relation
Executive & amp; housekeeping.
• Rooms for crew to be blocked and announced to housekeeping.
• Maintain a copy of the functions of the day list. Housekeeping
discrepancy to be completed within 30 minutes of its receipt.
• Check on any follow up with reservation. Print rate info report &
verify rates.
• Registration card to be tallied with EAL & any missing registration card to
be re-printed.
• Complete handover book, log book & prepare the morning handover
checklist. Distribution of crew sheet if any to be done.
 A view from
Lobby Level 2
to main Lobby

This is reception area

where check-ins
happen.
 TAJ THE
CHAMBERS CLASSROOM
 CHECK IN PROCEDURE
• The person allotted at the porch sees the guest on arrival and
escorts the guest towards check-in desk / front desk.
• Inform guest relations for greeting the guest by ATG (Aarti, Tika,
Garland). The same person keeps the guest’s baggage’s at the bell
desk. Inform about the same.
• The associate at the front desk ask the guest for the last name or the
confirmation number after greeting the guest.
• Meanwhile also ask for the guests photo – id.
• Confirm with him/her the number nights he/she has reservation for.
• Ask for guest preference regarding smoking / non-smoking room.
• Print the registration card, take down all the necessary information
required. Example: Address, mobile number, e-mail address, mode
of payment.
• Allot the room using the opera system according to the guest preference. In
most of the cases, the room already has been allotted by the Rooms
Controller.
• Meanwhile scan the photo – id in the system, give it back to the guest.
• Obtain signature on the registration card after confirming date of departure,
informing about the room, taking the estimated time of departure.
• Confirm mode of payment and take an advance payment in case of cash
payment & pre-authorization in-case of credit cards. Note down the credit
card number in the system. Give one copy to the guest along with the guest’s
card. Attach another copy to the registration card.
• The associate at the front desk re-confirms the number of the baggage’s.
Informs the room number at the bell desk.
• At bell desk, the Errand Card is filled, the pieces of baggage’s are noted on
it.
• Mark check in the guest in the system. Make the keys and key card.
• Escort the guest to the room explaining about the facilities of the hotel.
Wishing guest the pleasant stay. Having the bell boy delivering the bags to
the room.
 CHECK OUT PROCEDURE
• Guest comes at the cashier desk for the check out, meanwhile bell boy brings the
baggage’s from the room, keep it at the bell desk.
• Cashier’s greet the guest and ask for the room number, verify his/her name.
• Check for the mini-bar consumption with the guest. Inform the mini bar department about
the guest departure.
• Read the comments on the guest profile. Print the guest folio.
• Present to the guest for verification and obtain his signature, on the folio.
• Ask for mode of payment, in cash of direct payment.
• In case of credit card, check if any pre-authorization has been taken on the card. If it has
been taken then go offline and charge the amount on the guest credit card. If the pre-
authorization is taken on the card on that card then swipe the card and charge the guest.
• Obtain the guest signature on the credit card slip. Attach to the folio.
• During the entire procedure, have the conversation with the guest, ask for feedback and
scope of improvement.
• Rebates in case of wrong positions or comparisons rebates are offered but have to be
authorized by the duty manager.
• After the guest has checked out, the bell boy accompanies the guest to the porch, keeps the
luggage in the car & wishes a fond farewell.
 ATTRIBUTES OF INTERNS
• Should be punctual.
• Should maintain the training logbook up-to-date.
• Should be attentive and careful while doing work.
• Should be keen to learn and maintain high standards and quality of work.
• Should interact positively with the hotel staff.
• Should be honest and loyal to the hotel and towards their training.
• Should get their appraisals signed regularly from the HOD's or training manager.
• Gain maximum from the exposure given, to get maximum practical knowledge
and skills.
• Should attend the training review sessions / classes regularly.
• Should be prepared for the arduous working condition and should face them
positively.
• Should adhere to the prescribed training schedule.
• Should take the initiative to do the work as training is the only time where you
can get maximum exposure.
An evening view from main porch
 The things I learned observed and performed:
• Firstly learned how to greet and communicate with the guest.
• Learned how to porch escort the guest towards the check in
desk / front desk.
• Learned how the bell desk operates. How bell desk team tags the
luggage of the guest and delivers it to the room.
• Learned the total room inventory. Which rooms has which view.
• Learned how to take reservations using the Opera System.
Handling the Opera System was a real learning experience to me.
• Learned how to make keys using the Opera System.
• Escorting the guest to the room after check in is done.
• Taking IRC’s (In room check in) for the VIP guest.
• Learned to take guest calls and also how to respond to them.
• Scanning the photo – id of the guest while check in process.
• Taking check – ins, assisting guest and escorting them towards the
room.
• Taking pre – authorization from the guest’s credit card.
• Tallying and updating the registration card at the end of the shift.
• Making IPM (Integrated process management) at the end of the
shift.
• Learned how to give wake-up calls.
• Handling any guest requests and completing it on time for the
guest satisfaction.
• Reports generation like airport picks / last night figures.
• Knowing the budget and comparing each day that target was
achieved or not.
• Learned about the rates of the room and rate code and any special
offer that is going on.
• Learned and know many VIP regular guest that came in the hotel.
New Year Event @TLE Morning view of new year eve
 Conclusion
• My experience at the hotel was highly educative one. I went to front
office department and various sections of the front office department.
In the department I get to learn many things which will be helpful for
me in my future.
• I also learned the values and importance of this industry and
experienced that this is much superior field than most of the other
field during my training. As a human being, I noticed many changes
in my attitude. I am more confident and more likely to do any work
now.
• During my training, I thoroughly enjoyed the challenges that came
along every single day. I learned that this is just the beginning of the
road and I have to travel a long distance to be a successful person in
this field. But I must say that this experience will prove an objective
in my career in the hotel industry.