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SHERWOOD COLLEGE OF MANAGEMENT 3

SHUBHAM GUPTABBA TOURISM6TH SEMESTER

INDEX

Serial

No.

Topic Page No. Remarks

1.

2.

3.

4.

5.

6.

7.

8

9.

Acknowledgement

Introduction of hotel industry

Ushering a revolution inShopping and EntertainmentFa cilities

F ront office dep a rtment

Introduction

Hierarchy

Duties and Responsibilities asstaff in the Hotel:

Front Office Manager

Reports Generated in Front-Office

Bibliogr a phy

1

2

7

9

12

16

22

29

1


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ACKNOWLEDGEMENT

This trainning was quite a challenging & interesting, and would not have

been completed without the help of some people whom I would like to acknowledge.

First and foremost, I would like to acknowledge my Trainner M r.S a if a li

(F ront office m a n a ger) , and Managing Director of HOTEL AVADH

INTERNATIONAL M r.Asl a m who was always there for me and provided timely tips

which were very handy.

Secondly, I would also like to acknowledge my family members who helped me

out and provided moral support, which was the need of the hour.

Last but not the least; I would also like to acknowledge all my friends who

helped me while making this report.

SHUBHAM GUPTA


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Hotel Industry and Tourism:-

Hotel are the vital and essential part of the tourism industry without an adequatedevelopment as hotel resources all the national scenery, all the climatic virtueand all The sporting and recreational facilities will not able to sustain a goodvolume of Tourist trade.

Economically tourist bring foreign currency site our land as the spread, it here aspaying for food, drinking water as the goods in shop, it has its our sociologyaspects.

Conrad hot ties, as American has stress the satisfaction.He gives in the knowledge that hotel development has made it massive for people to get know such other isdifferentiated.Tourism promote in traditionally understood.

Hotel are the most importantessential destination.It facilitates the country to provide it wishes to build up tourism. In

the promotion of tourism, tourism is a recent phenomenon, if business travel isinclude in tourism as it is business travel is included in tourism as it is somedefinition it is of comparatively recent in nature or origin. Tourist is the necessarypre-condition as tourism mechanization has made travel, position for a significantportal population as the developed countries at least and thus tourism hasbecome a matter as a interest cancers to Government and the Governed a life.

Tourism in modern, sense has its presence historically but it will be arranged thatthe difference between the 18 Century and earlier/ The more recent time is notmerely a matter as degree, but that the moral as 1850 for Exampledifference structure, from the world as 1750 in tourism as in everything.

Tourism needs variety and India with its most dimension and variety after toenergy class its visitors, something not sound creature from the snake chromes

the Histological from the system as sock dancers to big game hills. If has beenslightly said, No hotels No Tourism the hotel industry is so closely linked to thetourism that it is responsible for 50% as the foreign exchange from tourism thushotels make a contribution towards tourism trade and enterprises.


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revolution in Shopping andEntertainment:-

a) City Centre:

City center has emerged as shopping leisure and entertainment destination. Themall provides automated parking systems for one thousand cars on surface andbasement. A sound security system is functional sound the clock, elevation andescalators facilitate customer movement.

The entrance to city center has a specially designed samp for mechanism used by physically challenged persons. The mall has been providedwith 100% power backup in all areas such shops, cinema, restaurants,basements or common areas such as corridors and parking lists.

b) D T Cinemas:- The Growing glory of city center is, of course, D TCinemas.

State-as the art projection systems from Christie, the U.S. based company, hasmade watching movies an enjoyable experience.

The three screen multiplex spread ones 48,000 squ.st consent upto 1000 people,D T Cinema not only bring much awaited such to the city but also invite cinemastarts for lunch and promotion of their films.

The digital talkies film festival 2003 was present at the multiple towards the endof April 2003 which show cased 30 films including internationally acclaimed films.

d) Grand Mall:- It is the first retail mall to be seen on Gurgaon-Meharanchi Roadnear its junction with Gurgaon Faridabad road next to Bristol Hotel .


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A ccommodation:-

There is a gallery of quest rooms. Each is enjoyed as an individualexperience so that wishes you return you will be releasing in new surrounding.Each room is tastefully appointed like fine residence featuring 18th centurystylish surrounding marble bathroom ventures, original artwork

ROOM FE A TURES:-

Special Sutures for Suits:-.1) Personnel bar (Presidential & Mexican)

2) Personnel Jacuzzi (Presidential & Mexican)

3) Personnel roof top garden (presidential)

4) Common Sutures

y Air Conditionaly Bed side console to control AC/lights/TV and World time displayy Video on demandy DVD on demandy Internet on TVy Brand Band Interest access-upto 10 mbpsy Mini bar y 24 hr room service

Facilities:-

b) Roof top Swimming Pool.

A delight to beholding the open to sky swimming Pool on the source sloor isprobably the best located pool in the town. A water fall at ones the ends issurrounding greener makes the poolside a delight for both the water and the sunsurroundings


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FRONT OFFICE DEP A RTMENT

Introduction:-

The front office as a hotel is an operating Unit and is the most suitabledepartment as the hotel and fundamental reasons for hotel existence.It is responsible for the star hotel rooms through systematic methods asreservation surround by requisition and allotting rooms to the guests.

It holds good prime atmosphere is view of the basic nature as a hotel that is tosell rooms and revenue collected from the sale of rooms contribute more than50% of total hotel sales.

If has complements role as image of the hotel. It is the first and the last pointcontact as every guest. The staff at front should have pleasing personalities toeater to the guest information service.

The front desk after form as the guest request consisting or requesting issue.Foreign guest use the front desk to exchange currency. Find a translate asrequest other special assignment is addition it may also be a base operationduring an energy such as fire or guest injury.

The front office is divided into followingsection

1) Preservation:-This section is never center as the department where all request

for reservation are received and processed.

2) Reception:-


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This section as responsible for receiving the guest. It is alsoresponsible for the registration as guest at the time as this arrival. Mostly statusinsist that guest should registered hosiery. This is the rule to protest both thehotel and the guest.

3 ) Cabby:- This section is located immediately upon the entry into the hotel and it isthe important because it is the first and the last essence contact of a guest withthe hotel. It is here that the guest is received and tubes to the reception to beregistered. Handling as guest language and the guest problems along in thesection.

4) Information:- a) Maintain guest alphabetical index book

b) Receive message for the guestc) Handle guest packages and encasements

d) Handle parity

e) Provide information to the guest.

6) Night A uditor:- The responsible as this section is to complete andorder swell revenue transaction and reconcile the revenue statement of all outletswith the F.O accounting machine with a view to prepare a duty reporting the dutybusiness.

7) Bell Desk:- It is responsible for baggage handle t the time of guestdeparture or arrived or during to stay. They are also responsible for handlingguest mail message newspaper etc. They also do miscellaneous job likerecounting getting medicines or theater tickets for guest etc.

8) Telephones:- This section handles all is country and put going localcalls, trunk call for both guest and hotel management.

9) Travel Desk:- This section arranges for a airport transport as theguest. The hires cars, coaches organize towards precede air or rail tickets,confirm tickets etc.


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Hierarchy

Front Office Manager

Assistant Front office Manager

Reservation Manager

Receptionist ,Cashier , Information , Bell Captain

Bell Boy


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CHART FOR RESERVATION PROCEDURE

Enter Detailson Reservation

Form

Enter In DairyUpdate Reservation

Chart

Confirmation

Filling


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y Q ualities and attributes as front office Staff:Q ualities:-1) Sales Man:- They motivates the guest to spread more as the

hotel facilities.

2) Problems Solvers:- Guest in variably approach Front Officefor the help incase they hence problem or a complaint. A staff has to be diplomats and resources to solve the problem at theshortest possible time.

3) Reference Point:- Guest into wants information or wants to

pass all information use front office for this purpose.

4) Co-Ordination:- Since they are reference point the F.O staff are request to co-ordinate with other departments airlinestravel assignment with city tours to guide the guest apersonalized services.

5) Image Building:- as on extension to these solve role F.O staff can definitely generate a good image for the establishment in

their manner of dressed, communicates personnel conductand efficiency.

A ttributes:

1) Personal Growing:- They should have high sense as personnelgrowing, uniform should be neat and cleanly presses. Hair shouldbe well groomed. It is presumable for to tie and hair up in a bus.

Nail should be manipulates soft colleague is preferable to heavyperfumes. Jeweler should be restricted. It short the F.O staff mustbe seen at their best at all times.

2) Personal Hygiene: - This is important to F.O Personal as thereare constantly expose to the hotel guest clean appearance help toobject guest image not only for themselves but as the


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establishment as well.

3 ) Self Considerence: - This is necessary to F.O person meet guestas different countries, status and culture. They should be

comfortable and feel at least in dealing with their people.

4) Communication Shell: - It must be correct and clear. It isperforate that F.o no more than one language it helps iscommunication with guest who do not understand or cannotspeak English or local language.

5)A

really Smell: This is very necessary guest like to be handledby changes staff. This smiles being cheer to the guester put thenat last.

6) Q uick Decision maintains ability: - Guest after approach theF.O with problems and request. F.O staff must be able to decidequickly a course as action that satisfactory the guest and at thesame time keeping the interest as the organization online.


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*Duties and Responsibilities as staff in the Hotel:Front Office Manager:-

1) Participate in the selection of F.O personal

2) Trains, cross strains and retain all F.O personal

3) Schedule the F.O staff

4) Supervises work locates during shifts

5) Maintain working relationship and communication with all departments.

6) Maintain master key control

7) Resolve guest problem quickly, efficiently and curiously.

8) Works with in the allotted budget for the F.O

9) Receives information from the previous shift manager passes on importantdetails to the coming Manager.


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Cabby Manger:-

1) Important the duty as front manager

2) Takes ones the duty as the F.O Manager

3) Dealing with complaint which come to him directly and ensure those which thereceptionist cannot handle

4) Dealing with V.P.O (Visitor Period out)

5) Co-coordinating with airport representative

6) Responsible for useful or security as the staff or the guest

7) Responsible for Transport service

8) He has to keep record as guest A/C which has recorded is house limits andloses that the needful is done.

9) Welcoming guest special V.I.P and can also do people relations.


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Front desk A ssistant, Personnel:-

1) Register guest and assign room accommodate

2) Special requests wherever possible.3) Organize for reservation

4) Understand room status and room status hierarchy

5) No room location types as room available and room stage

6) Uses suggestive selling technique to sell room and to remote alter services asthe Hotel

7) Files Rooms Keys8) Knows how to use F.O requirement

9) Process guest checkout

10) Coordinates guest rooms maintenance work with the engineering andmaintenance department

11) Knows all safety and emergency procedure. He is aware as accidentprevention Policies


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Reservation A ssistants:-

1) Process reservation made by mail, telephone or control reservation networkcase

2) Process reservation from the sales office other hotel department and travelagent

3) Knows the types as rooms available as well as there location and layout

4) Knows the selling status, rates and benefits as well package plans

5) Determines room rates based on the selling tables as the hotel

6) Under the hotel policy an generate reservation and no shares

7) Assist in pre registration activities with appropriate


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Front Office Cashiers:-

1) Operates, front office posting equipments

2) Obtain the house bank/slat and keeps it balance

3) Completes cashier pre-shift supply check list

4) Complete guest check out procedure

5) Postal charges to guest Accounts

6) Handles paid out (H.P.O)

7) Completes guest check out procedure

8) Settles guest Accounts

9) Posts non-guest ledger payments

10) Balances departmental totals at the close of the shift


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Types Of Rooms available in the Hotel:-Each hotel has variety as rooms to sort the needs as the guests. Hotel guestroom can be classified in number of using.

1) No. Of size of bed in rooms

2) Decorate the room size on the view

3) Accommodation for a particular type as guest e.g. residential suite for V.I.P A reservation form room mould be made using the following terminology

Single Room

Double Room

Twins Room

Holly Twins Rooms

Parlors

Studio Room

Suite Room

Cabin Room


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Types of Plans:-

1) European Plans:- A plan is which only room rate is charged

2) Continental Plans:- Room rate and continental between is charged. It is alsocalled as reservation plans

3) Modified American Plan:- Roommate/FT much or denies is charged. It is alsocalled as house board order- pension

4) American Plan:- Room rate and between the lunch and dinner also. It is alsocalled well board as in pension or all include plans.

Front Office Equipments:-1) Room slots2) Mail, message and key racks3) Reservation racks4) Information racks5) Folio types6) Account posting machine7) Voucher racks8) Cash register 9) Support devices10) A/C in permits11) Magnetic strip recorder 12) Time stamp devices13) CC TV14) Telephone


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around their waiter so that they dont loose it

Floor Master Key:-1)Used by H/K separation2) Open all rooms on the floor

2) Does not open double locked rooms

General Master Key:-a) Normally used by Deputy House Keeper

c) Also issued to night duty house keeper

It can open all rooms on only floor as the hotel except the doublelocked roomGrand master key:-

1) opens doors of all rooms of the hotel, even the double locked rooms

2) Issued to the executive general manager and duty manager (extreme casemust betaken is opening a double locked room is only in case of emergency)

ENTRY & EXITThe entry and exit of all items as well as people only to be through the securityentrance.

All the things are checked by the security and then allowed to be taken inside.

Following areas require security:-Personal:-1) Entrance2) Guest flood3) Public area4) Back gate


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Star Rating of Hotel

The European Hotelstars Union has created a profiling system based on theearlier German hotelstars system that had widely influenced the hotelclassifications in central Europe. The main criteria are in quality management,wellness and sleeping accommodation. In the catalogue of criteria each entry isassociated with a number of points - each Hotelstars level requires a minimalsum of points besides some criteria being obligatory for the level. The minimumrequirement for the Superior flag requires the same sum of points as for the nextHotelstars level which however was not awarded due to at least one obligatoryrequirement being left out.

Hotelstar Excerpt of the catalogue of criteria

Tourist

100 % of the rooms with shower/WC or bath tub/WC- Daily room cleaning - 100 % of the rooms withcolour-TV together with remote control - Table andchair - Soap or body wash - Reception service -

Facsimile at the reception - Publicly availabletelephone for guests - Extended breakfast - Beverageoffer in the hotel - Deposit possibility

Superior

Tourist

The Superior flag is provided when the additionalservice and accommodation provisions are notsufficient for the next Hotelstar. The bathroomfacilities are usually at the same level as for two stars

hotels but built from cheaper materials. The cost for regular inspection by independent associations iswaived as well.

StandardIn addition to the single star (*) hotels: - Breakfastbuffet - Reading light next to the bed - Bath essence


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or shower gel - * Bath towels - Linen shelves - Offer of sanitary products (e.g. toothbrush, toothpaste,shaving kit) - Credit Cards

Superior

Standard

The Superior flag is provided when the additionalservice and accommodation provisions are notsufficient for the next Hotelstar. The Standard-Superior does usually offer the same service level asthree star hotels but the interiors of the hotel aresmaller and cheaper so that the three stars were notto be awarded by the inspection body. A two star superior does not require mystery guesting.

Comfort

In addition to the standard star (**) hotels: -Reception opened 14 hours, accessible by phone 24hours from inside and outside, bilingual staff (e.g.German/English) - Three piece suite at the reception,luggage service - Beverage offer in the room -Telephone in the room - Internet access in the roomor in the public area - Heating facility in the bathroom,

hair-dryer, cleansing tissue - Dressing mirror, place toput the luggage/suitcase - Sewing kit, shoe polishutensils, laundry and ironing service - Additionalpillow and additional blanket on demand - Systematiccomplaint management system

Superior

Comfort

The Superior flag is provided when the additionalservice and accommodation provisions are not

sufficient for the next Hotelstar. The accommodationfacilities for a superior hotel need to be on a modernlevel and fully renovated which is checked regularly.

First

Class

In addition to the comfort star (***) hotels: - Receptionopened 18 hours, accessible by phone 24 hours from


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inside and outside - Lobby with seats and beverageservice - Breakfast buffet or breakfast menu card viaroom service - Minibar or 24 hours beverages viaroom service - Upholstered chair/couch with sidetable - Bath robe and slippers on demand - Cosmeticproducts (e.g. shower cap, nail file, cotton swabs),vanity mirror, tray of a large scale in the bathroom) -Internet access and internet terminal - " la carte"-restaurant

FirstClass

Superior

The Superior flag is provided when the first classhotel has a proven high quality not only in the rooms.

The superior hotels provide for additional facilities inthe hotel like a sauna or a workout room. The qualityis checked regularly by mystery guesting of anexternal inspection service.

Luxury

In addition to the first class (****) hotels: - Receptionopened 24 hours, multilingual staff - Doorman-serviceor valet parking - Concierge, page boy - Spacious

reception hall with several seats and beverageservice - Personalized greeting for each guest withfresh flowers or a present in the room - Minibar andfood and beverage offer via room service during 24hours - Personal care products in flacons - Internet-PC in the room - Safe in the room - Ironing service(return within 1 h), shoe polish service - Turndownservice in the evening - Mystery guesting

Superior

Luxury

The Luxury star hotels need to attain highexpectations of an international guest service. TheSuperior Luxury star is only awarded with a system of intensive guest care.


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HOTEL PR AKA SH

Name :- Hotel Prakash

Rating:- ***

Location:- Near Roadways crossing, Basti

Rooms:- 35

Services:- Accommodation, F&B, Car Rental, Bar, Restaurant

Hotel Prakash have 3 Star rating hotel


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SHUBHAM GUPTA

BIBLIOGRAPHYThis project has been completed from the book HOTEL MANAGEMENT

FRONT OFFICE MANAGEMENT written by SUDHIR ANDREWS .

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