HOSPITALITYHOSPITALITY ASSIGNMENT ASSIGNMENT

FRANK FINN INSTITUDE OF FRANK FINN INSTITUDE OF AIR HOSTESS TRAININGAIR HOSTESS TRAINING

Course Title : Course Title : BTEC HNC in BTEC HNC in Aviation, Aviation,

Hospitality, and Hospitality, and Travel Management.Travel Management.

Assessor Name :Assessor Name :Assignment Title : Assignment Title : U-7 Hotel U-7 Hotel

Management –Management – Hospitality and Hospitality and

ReservationsReservations Submitted By : Submitted By : Batch :Batch :

ACKNOWLEDGEMENTACKNOWLEDGEMENT

I would like to express my gratitude to I would like to express my gratitude to all those who gave me the possibility all those who gave me the possibility

to complete this project. to complete this project. I want to thank the Center Head I want to thank the Center Head

----------and our Hospitality Faculty and our Hospitality Faculty

----------for their stimulating support and for their stimulating support and

encouragedencouragedus for this assignment.us for this assignment.

Thank you….Thank you….

The Indian Hotels Company Limited (IHCL) and its subsidiaries are collectively known as Taj Hotels Resorts and Palaces and is recognised as one of Asia's largest and finest hotel company. Incorporated by the founder of the Tata Group, Mr. Jamsetji N. Tata, the company opened its first property, The Taj Mahal Palace Hotel, Bombay in 1903. The Taj, a symbol of Indian hospitality, completed its centenary year in 2003.

Taj Hotels Resort and Palaces comprises more than 60 hotels in 45 locations across India with an additional 15 international hotels in the Malaysia, United Kingdom, United States of America, Bhutan, Sri Lanka, Africa, the Middle East and Australia.

Spanning the length and breadth of the country, gracing important industrial towns and cities, beaches, hill stations, historical and pilgrim centres and wildlife destinations, each Taj hotel offers the luxury of service, the apogee of Indian hospitality, vantage locations, modern amenities and business facilities.

IHCL operate in the luxury, premium, mid-market and value segments of the market through the following:

Year Event Year Event Year Event

1903The Company opens its first hotel, the "Taj Mahal Palace" in Mumbai, India.

1998 The Company opens the "Taj Exotica" in Bentota, Sri Lanka.

The Company launches its first luxury serviced apartments, "Wellington Mews" in Mumbai.

The Company opens its first five star deluxe beach resort, the "Fort Aguada Beach Resort" in Goa.

2000

The Company establishes Taj GVK Hotels and Resorts Limited with the GVK group to operate three hotels in Hyderabad.The Company is awarded the management contract for the "Taj Palace", Dubai.

The Company opens its first economy hotel under the brand "Ginger" in Bangalore.

The Company begins business in metropolitan hotels by opening the five star deluxe hotel, the "Taj Coramandel" in Chennai.

The Company launches the "Taj Exotica Spa and Resort" in Maldives.

The Company obtains a management contract to operate "The Pierre" in New York, USA.

1980 The Company opens its first hotel outside India, the "Taj Sheba Hotel" in Sana'a, Yemen.

The Company obtains licences to manage and operate two leisure hotels: the "Rawal-Kot" in Jaisalmer and the "Usha Kiran Palace", Gwalior.

The Company entered into a management contract to operate the "Taj Exotica" in Palm Island, Jumeirah, Dubai.

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.

The Company acquires an equity interest in "Regent Hotel" in Bandra, Mumbai which is later renamed as the "Taj Land End."

The Company obtained the operating agreement for the "Umaid Bhavan Palace" in Jodhpur.

1989The Company opens a five star deluxe hotel in Calcutta, the "Taj Bengal."

2003The Company relaunches its flag ship property as the "Taj Mahal Palace and Tower."

The Company acquires the "W" hotel in Sydney, Australia which is later renamed as the "Blue Sydney".

1990

The Company establishes the Taj Kerala Hotels and Resorts Limited with the Kerala Tourism Development Corporation.

The Company commences operation of its first wildlife lodge at Mahua Kothi, Bandhavgarh.The Company acquires the "Ritz-Carlton" in Boston, USA which is later renamed as the "Taj Boston."The Company commences operation of its second wildlife lodge at Baghvan, Pench.

2007

2004

1974

2001

2005

2002

2006

History

Celebrating more than 50 years of history, Hyatt Hotels Corporation’s well-established reputation as an industry innovator provides a wealth of inspiration as the company looks forward to its next era of creative hospitality. Known around the world for its brands – Hyatt Regency , Grand Hyatt , Park Hyatt , Hyatt Place , Hyatt Summerfield Suites and Andaz – the entire collection of Hyatt hotels and resorts weaves together authentic service with leading technology to offer its guests unique restaurants, luxury accommodations and distinctive spas. With its new initiatives and design elements continuing to evolve, the next half-century of Hyatt innovation will continue to provide its guests a world of uncommon travel experiences.

Hyatt Hotels & Resorts opened its first property, a small motor hotel at the Los Angeles International Airport, in 1957 and its portfolio quickly grew to include several other modest hotels along the West Coast and in Chicago over the next ten years. In 1967, Hyatt opened its first major John Portman designed hotel, Hyatt Regency Atlanta , in Georgia, which featured a space-age design with a dramatic, 21-story atrium lobby. The revolutionary architecture spawned scores of atrium lobbies around the world, effectively changing the course of the lodging industry and reshaping the Hyatt brand as an innovative and significant global hospitality leader .

Comparison Comparison FacilitiesFacilities Gateways Gateways

Hotel Hotel (Luxury)(Luxury)

Saipalace Hotel Saipalace Hotel (Semi – Luxury)(Semi – Luxury)

Ginger Ginger (Budget)(Budget)

Direct DialingDirect Dialing YesYes YesYes YesYes

Room RatesRoom Rates(Start with)(Start with)

Rs.4500 + Rs.4500 + TAXTAX

Rs.1800 + TAXRs.1800 + TAX Rs.950+ Rs.950+ TAXTAX

SpaSpa YesYes YesYes NoNo

Health ClubHealth Club YesYes YesYes NoNo

Swimming PoolSwimming Pool YesYes YesYes NoNo

Facilities Gateway Hotel (Luxury)

Saipalace Hotel (Semi – Luxury)

Ginger (Budget)

Restaurant Yes Yes Yes

Air-Conditioner

Yes Yes Yes

Travel Assistance(on request)

Yes Yes Yes

Beauty Parlour

Yes Yes No

Comparison Comparison

Facilities Gateway Hotel (Luxury)

Saipalace Hotel (Semi – Luxury)

Ginnger (Budget)

Currency Exchange /All credit

cards accepted

Yes Yes Yes

Doctor-on-Call

Yes Yes Yes

24-hour Room Service

Yes Yes No

Travel Desk Yes Yes Yes

Comparison Comparison

Facilities Gateway Hotel (Luxury)

Saipalace Hotel (Semi – Luxury)

Ginnger (Budget)

Laundry Service

Yes Yes Yes

Safe Deposit Lockers

Yes Yes Yes

Multicusine Restaurants &

Bar

Yes Yes Restaurants & Bar

Business Facilities

Yes Yes Yes

Comparison Comparison

Mr. Kunal Sharma requires a room for one night and has made a reservation for the same through his secretary Neha. He is staying with you for the first time and is traveling light. He has paid and advance in order to confirm his booking and during his stay has asked for and extension for a day. He requests for an airport drop during departure and settles the bill by credit card.

Case Study Case Study

Guest CycleGuest Cycle

Before Arrival.On Arrival.In House/ During stay.Departure.

Before Arrival-

Reservation Procedure On reservation department Neha will ask

for a room booking for Mr. Kunal Sharma Reservation checks for availability Reservation will be done with the guest

detail For reservation receptionist ask for

advance conformation Advance is paid to conform room booking

for one night

On ArrivalAt the Reception Receptionist will greet him Guest is requested to check details

and fill in the reservation form.Rooms are assigned to the guest.Guest is checked inBell boy escorts the guest up to his

room

During stay Services Given To The

GuestRoom Service Attendant, Swimming Pool, Health Club, Spa, Beauty Parlour, Mini Bar, Laundry.

Guest requests for an extension for a day.

Guest also request for an airport drop during departure.

Departure

Bell boy will help guest to carry his luggage. During departure from travel desk guest is provided with a vehicle to drop him at an airport. Cashier checks the folio card then guest settles his bills by credit card and guest is escorted to his vehicle

ADVANTEGES OF FIDELIO FOR GUEST.

Quick check-in can be done. All hotel information at finger tip. Since all the hotel information is at the finger tip,

there is no chance of getting misleading information

Online booking can be done. Can save time as online booking is faster all Can cut down cost on telephone calls and other

inter-phase Can have access to 13,000 hotels and 18,000

restaurants worldwide at finger tip. Since all the guest information is stored, if the

guest is coming back, the information need not be given again.

DISADVANTEGES OF FIDELIO FOR GUEST.

If there is a power failure while making a reservation, all the information has to be given again.

If there is a power cut while there is a check-in or check-out, the guest need to wait which make him irate.

ADVANTEGES OF FIDELIO FOR STAFF.

Easy three step check-in. Helps customized reporting. Fast, point & Touch posting. Complex operations, Simple to use. Operator can use smart keys for guest look

up. All guest information available in a single

window will save time. User Friendly Software. Software can be used in 30 languages. Easier for multi-tasking. Can create up to 80 folios. Powerful search engine including name,

company, group etc. More than 800 reports can be generated.

DISADVANTEGES OF FIDELIO FOR STAFF.

When night auditing is being done all other user's must be logged off.

If there is a power failure, while making a reservation than the staff must redo the whole reservation than the staff must redo the whole reservation.

If there is a virus attack the stored information can be corrupt and the wrong information may be given to the guest which might make him irate.

If one staff mistypes the information than the guest might get irate.

ADVANTEGES OF FIDELIO FOR

ORGANIZATION. Productivity increases as all the information is available at the finger tip.

Less manpower required. Easy to have track on the number of cancellation and

turnaways. Easy to install. Tools for creation own reports. Guest History can be saved in the system. Up to one lac reservation possible. Minimal technical demands as it works on most platforms

like Windows, Linux, Unix. More than 800 reports can be generated. Travel agent commission can be saved due to online

booking by the guest. High level of security to protect hotel & guest

information as unauthorized can not log in. Connection onto the global GDS reservation system and

the internet reservation system.

DISADVANTEGES OF FIDELIO FOR

ORGANIZATION. If there is a virus attack the stored

information might get corrupt. If there is a power failure, the organization

runs a high risk of loosing all the stored information.

If night auditing is missed one day there might be a disorder the next day.

All the staff needs to be trained on the software

The software needs to be renewed each year

High risk of virus attack as the systems are connected to the internet most of the time

The housekeeper is the only departmental head who has access to every department. The only department head to maintains regular relation with other department heads and thus obtains an overview of the entire operation. The house/keeping staffs are the eyes, ears of the management.When guest enters the room however all previous impressions are immediately supplemented by a virtually totally total response to the room itself. Housekeeping is that which deals essentially with cleanliness and all the ancillary services attached to it. Cleanliness is important for health and also for well being.

What is Housekeeping?What is Housekeeping?

A guest spends more time in his room than he spends in any other part of the hotel.

the guest are getting the impression of a hotel from the house/keeping department through a room.

housekeeping being such large contributor to the profit factor plays a major role as an individual department and has position of its own.

Now days in most hotels, the maximum revenue comes from the sale of rooms, therefore stress must be paid to proper cleanliness of guest rooms and all public areas which are in continuous contact with the guest.

Guestroom Amenities

1.Stationery2.Postcards3.Pens4.Laundry bags5.Utility Bags

Bathroom Amenities

1.Gel2.Shampoo3.Moisturizer4.Shoe horn5.Shower cap

Task-Merit Mr. Ramesh Khanna a walk-in and his family

want a room for 2 nights. He us accompanied by his wife and a 3 year old child. The child gets on to an elevator and reaches the top most floor and is found crying in the corridor. You are the floor supervisor; the child is crying and can barely say a word. How would you handle this situation?

Answer first of all I will try to make the child quit. Then I

will go to the front office department and see that which are the walk in guest. Check all the details of the walk-in guest and then take the child to the room and ask it have lost their child.