Hospitality presentation by imran lasker

hospitality PRESENTATIONhospitality PRESENTATION

byby IMRAN LASKERIMRAN LASKER

BATCH NO: H-04BATCH NO: H-04 ASSIGNMENT NO:fd-ASSIGNMENT NO:fd-

67-2010-1167-2010-11 SITE: SITE:

GARIAHAT.SELIMPUR.GARIAHAT.SELIMPUR. YEAR: 2009-2010YEAR: 2009-2010 FACULTY’S NAME:FACULTY’S NAME:

KAUSHIK MANDAL.KAUSHIK MANDAL.

ACKNOWLEDGEMENTACKNOWLEDGEMENT

To day I am so glad to be a To day I am so glad to be a Frankfinn student. My sincereFrankfinn student. My sincerethanks to Frankfinn and mythanks to Frankfinn and myhospitality faculty hospitality faculty KAUSHIK MANDAL.KAUSHIK MANDAL.And also I thanks to my family. And also I thanks to my family. I promise that I will sincerely do I promise that I will sincerely do my class, and I also promise that my class, and I also promise that I will be a well behave studentI will be a well behave studentForever.Forever.

hospitalityhospitality

LO 1- EXPLORE THE GROWTH LO 1- EXPLORE THE GROWTH OF THE HOTEL INDUSTRYOF THE HOTEL INDUSTRY

CONTENTSCONTENTS

introduction of hospitality.introduction of hospitality.

Marco polo group of hotels.Marco polo group of hotels.

The ashok group of hotels.The ashok group of hotels.

Facilities & service offered by different category of hotel.Facilities & service offered by different category of hotel.

Bibliography.Bibliography.

Introduction of hospitality industryIntroduction of hospitality industry

Hospitality is the relationship between guest and host or the act or practice of being Hospitality is the relationship between guest and host or the act or practice of being hospitable. Specifically this includes the reception and entertainment of guests, hospitable. Specifically this includes the reception and entertainment of guests, visitors or strangers, resorts, membership clubs, conventions, attractions, special visitors or strangers, resorts, membership clubs, conventions, attractions, special events and other services of travelers and tourists.events and other services of travelers and tourists.

The hospitality industry is a part of large enterprise known as travel and tourism The hospitality industry is a part of large enterprise known as travel and tourism industry. The travel and tourism is a vast group of business with one goal in common industry. The travel and tourism is a vast group of business with one goal in common providing necessary and desired products and service to customers and travelers. providing necessary and desired products and service to customers and travelers.

International hotelInternational hotel

Marco polo group of hotelMarco polo group of hotel

Marco polo group of hotelsMarco polo group of hotels

Introduction :Introduction :Marco polo hotel group operates hotels in the pacific region. It offers rooms and Marco polo hotel group operates hotels in the pacific region. It offers rooms and

suites, meeting and event facilities, restaurants and other facilities. The company was suites, meeting and event facilities, restaurants and other facilities. The company was

found 1986 and is based in Harbour city, Hong Kong with additional locations in found 1986 and is based in Harbour city, Hong Kong with additional locations in

Beijing and xiamen in china, Ho chi mih city, Vietnam and Cebu and Davao in Beijing and xiamen in china, Ho chi mih city, Vietnam and Cebu and Davao in

Philippines. Marco polo hotel group is a subsidiary of WHARF HOLIDAYS LTD.Philippines. Marco polo hotel group is a subsidiary of WHARF HOLIDAYS LTD.


History:History:Marco polo hotel is a wholly owned subsidiary of the WHARF HOLIDINGS LTD. The Marco polo hotel is a wholly owned subsidiary of the WHARF HOLIDINGS LTD. The wharf group was established in 1886 and since then has grown on strong recurrent wharf group was established in 1886 and since then has grown on strong recurrent earnings and value creation opportunities coming from its initial flagship properties of earnings and value creation opportunities coming from its initial flagship properties of Harbour city and Times square.Harbour city and Times square.

These two core properties represent more then half of the groups total assets, the These two core properties represent more then half of the groups total assets, the group has a diversified assets portfolio consisting of major investment in CME group has a diversified assets portfolio consisting of major investment in CME (communication, media and entertainment) under the brand names of i-cable and (communication, media and entertainment) under the brand names of i-cable and wharf T and T and in logistics under the modern terminals brand. The development of wharf T and T and in logistics under the modern terminals brand. The development of these core brands will drive the groups future investment in Hong Kong and china.these core brands will drive the groups future investment in Hong Kong and china.


Marco polo properties:Marco polo properties:

Hong Kong :Hong Kong :1// Gate way.1// Gate way.2// Marco polo Hong Kong hotel.2// Marco polo Hong Kong hotel.3// prince.3// prince.

china:china: 1// Marco polo park side, Beijing.1// Marco polo park side, Beijing. 2// Marco polo Wuhan.2// Marco polo Wuhan. 3// Marco polo Xiamen.3// Marco polo Xiamen. 4// Marco polo Shenzhen.4// Marco polo Shenzhen. 5// Marco polo Jinjiang.5// Marco polo Jinjiang.

Philippines:Philippines:1// Marco polo Davao.1// Marco polo Davao.2// Marco polo plaza, cebu.2// Marco polo plaza, cebu.

Marco polo properties pictureMarco polo properties picture

MARCO POLO HONG KONG HOTELMARCO POLO HONG KONG HOTEL


MARCO POLO WUHANMARCO POLO WUHAN


MARCO POLO PLAZA CEBUMARCO POLO PLAZA CEBU


MARCO POLO DAVAOMARCO POLO DAVAO


MARCO POLO PARK SIDEMARCO POLO PARK SIDE


Award:Award:1// Marco polo Park side, Beijing won the prestigious Golden Pillow Award. Marco polo 1// Marco polo Park side, Beijing won the prestigious Golden Pillow Award. Marco polo Park side recently awarded the Golden Pillow Award for “ china’s best city business Park side recently awarded the Golden Pillow Award for “ china’s best city business conference hotel of 2010”.conference hotel of 2010”.2// Marco polo Shenzhen receives 5 star hotel award. Marco polo Shenzhen has been 2// Marco polo Shenzhen receives 5 star hotel award. Marco polo Shenzhen has been awarded the much coveted 5 star accreditation by the china tourist hotel star rating awarded the much coveted 5 star accreditation by the china tourist hotel star rating committee.committee.3// Marco polo Xiamen awarded the best business hotel for the fifth times. Marco polo 3// Marco polo Xiamen awarded the best business hotel for the fifth times. Marco polo Xiamen is once again awarded the best business hotel in Xiamen for the fifth Xiamen is once again awarded the best business hotel in Xiamen for the fifth consecutive years by Business Traveler Magazine.consecutive years by Business Traveler Magazine.4// Marco polo Wuhan was awarded the Golden Pillow Award for the “Best New 4// Marco polo Wuhan was awarded the Golden Pillow Award for the “Best New Opening Business hotel in central China for 2009”.Opening Business hotel in central China for 2009”. …… ……..and many more...and many more.


Future plan:Future plan:Marco polo group will open new hotel in cebu Philippines.Marco polo group will open new hotel in cebu Philippines.

Marco polo has won a bid to by land in Shanghai for 4.8 billion, the company said that Marco polo has won a bid to by land in Shanghai for 4.8 billion, the company said that

property will use for developing the hospitality industry through Marco polo group of property will use for developing the hospitality industry through Marco polo group of

hotels.hotels.

By 2012 Marco polo group will start 5 star hotel in chain, they are try to spread there By 2012 Marco polo group will start 5 star hotel in chain, they are try to spread there

network in the whole world.network in the whole world.

Domestic hotelDomestic hotel

Ashok group of hotelAshok group of hotel

Ashok group of hotelsAshok group of hotels

Introduction:Introduction:The ITDC Ashok Group of Hotels has been one of the pioneers of the Indian hotel The ITDC Ashok Group of Hotels has been one of the pioneers of the Indian hotel industry. Having successfully served both international and domestic guests for industry. Having successfully served both international and domestic guests for around four decades, the ITDC Ashok Group of Hotels now owns 33 hotels in 26 around four decades, the ITDC Ashok Group of Hotels now owns 33 hotels in 26 destinations across India that have been classified as elite, classic, comfort hotels ondestinations across India that have been classified as elite, classic, comfort hotels onthe basis of the services offered by them.the basis of the services offered by them.

The ITDC group of hotels has always believed in the The ITDC group of hotels has always believed in the importance of preserving one’s tradition heritage, therefore all its hotels across India importance of preserving one’s tradition heritage, therefore all its hotels across India have conformed to the principle of combining tradition with modernity. Infect every have conformed to the principle of combining tradition with modernity. Infect every hotel belonging to the ITDC group is a classic mix of traditional Indian hospitality and hotel belonging to the ITDC group is a classic mix of traditional Indian hospitality and modern amenities.modern amenities.


History:History:Maharana Bhupal Sing built Laxmi palace in Udaipur in the year 1911. The palace was Maharana Bhupal Sing built Laxmi palace in Udaipur in the year 1911. The palace was the official residence of the British political agent, Mr. Winn Gete. Later as the agent the official residence of the British political agent, Mr. Winn Gete. Later as the agent shifted the palace was renovated as a royal guest house and is currently maintained shifted the palace was renovated as a royal guest house and is currently maintained by the Ashok Group of Hotels.by the Ashok Group of Hotels.

In 1962 it was taken by the government, and is currently maintained by the Ashok In 1962 it was taken by the government, and is currently maintained by the Ashok Group of Hotels as a heritage hotel.Group of Hotels as a heritage hotel.

ITDC came into existence in October 1966 and has been the prime mover in the ITDC came into existence in October 1966 and has been the prime mover in the progressive development, promotion and expansion of tourism in the country, The progressive development, promotion and expansion of tourism in the country, The corporation is running Ashok Group of Hotels.corporation is running Ashok Group of Hotels.


Ashok properties:Ashok properties: the ashok elite hotels:the ashok elite hotels: New Delhi -- Ashok Hotel.New Delhi -- Ashok Hotel. New Delhi – Samrat Hotel.New Delhi – Samrat Hotel. Maysore – Lalith Mahal Palace Hotel.Maysore – Lalith Mahal Palace Hotel. the ashoke classic hotels:the ashoke classic hotels: Bharatpur – Bharatpur Forest Lodge. Bharatpur – Bharatpur Forest Lodge. Bhuneshwar – Kalinga Ashok.Bhuneshwar – Kalinga Ashok. Jaipur – Jaipur Ashok.Jaipur – Jaipur Ashok. Jammu – Jammu Ashok.Jammu – Jammu Ashok. New delhi – Hotel Janpath.New delhi – Hotel Janpath. Patna – Patliputra Ashok.Patna – Patliputra Ashok. the ashok comfort hotels:the ashok comfort hotels: Bhopal – Lake View Ashok.Bhopal – Lake View Ashok. Guwahati – Brahmaputra Ashok.Guwahati – Brahmaputra Ashok. Itanagar – Donyi Polo Ashok.Itanagar – Donyi Polo Ashok. Pondicherry – Pondicherry Ashok.Pondicherry – Pondicherry Ashok. Puri – Nilachal Ashok.Puri – Nilachal Ashok. Ranchi – Ranchi AshokRanchi – Ranchi Ashok..

Ashok group of hotels properties pictureAshok group of hotels properties picture

SAMRAT HOTELSAMRAT HOTEL


BHARATPUR FOREST LODGEBHARATPUR FOREST LODGE


JAIPUR ASHOKJAIPUR ASHOK


ASHOK HOTELASHOK HOTEL


LAKE VIEW ASHOKLAKE VIEW ASHOK


Award:Award:1// Industrial excellence Award 1992 for outstanding contribution and achievement in 1// Industrial excellence Award 1992 for outstanding contribution and achievement in

the travel and tourism industry.the travel and tourism industry.

2// Man of The Year Award 1994 for contribution to tourism development in the 2// Man of The Year Award 1994 for contribution to tourism development in the

country by the industrial exhibition committee.country by the industrial exhibition committee.

3// Life Time Achievement Award 2005 by hospitality India. 3// Life Time Achievement Award 2005 by hospitality India.

4// Golden Peacock Award for good corporate governance.4// Golden Peacock Award for good corporate governance.

5// Ethics is God Business Award by TTG Asia for consecutive years.5// Ethics is God Business Award by TTG Asia for consecutive years.


Future plan:Future plan:

ITDC Ashok Group offers unique consultancy service to develop camping tourism and ITDC Ashok Group offers unique consultancy service to develop camping tourism and

adventure tourism. The corporation has already run successfully tourist camps at adventure tourism. The corporation has already run successfully tourist camps at

Narwar, Jaisalmer, Bir, Div, Andamans and Coorg.Narwar, Jaisalmer, Bir, Div, Andamans and Coorg.

ITDC can also offer group marketing services through its network of Ashok reservation ITDC can also offer group marketing services through its network of Ashok reservation

and marketing service (ARMS) all over India.and marketing service (ARMS) all over India.

Preparation of cost-benefit analysis and budgetary support.Preparation of cost-benefit analysis and budgetary support.

Operation of hotels, business centers, convention halls, banqueting etc.Operation of hotels, business centers, convention halls, banqueting etc.

Preparation of master plans for development of tourism.Preparation of master plans for development of tourism.

Facilities & service offered by different Facilities & service offered by different category of hotelcategory of hotel

Facilities &serviceFacilities &service BudgetBudget Semi-luxury Semi-luxury Luxury Luxury

SpaSpa nono nono YesYes

A.C. roomA.C. room Yes (optional)Yes (optional) yesyes YesYes

Conference roomConference room nono optionaloptional YesYes

laundrylaundry nono YesYes YesYes

Health club Health club NoNo yesyes YesYes

Safe depositedSafe deposited YesYes YesYes YesYes

24 hr room service 24 hr room service NoNo yesyes YesYes

City map’sCity map’s nono NoNo YesYes

Car parkingCar parking YesYes yesyes YesYes

Meeting roomMeeting room nono YesYes yesyes

Facilities & service offered by different Facilities & service offered by different category of hotelcategory of hotel

Facilities &serviceFacilities &service BudgetBudget Semi-luxury Semi-luxury Luxury Luxury

rent a carrent a car nono nono YesYes

doctor on calldoctor on call nono YesYes YesYes

Well come drinkWell come drink nono YesYes YesYes

TV programmersTV programmers nono YesYes YesYes

Swimming poolSwimming pool NoNo NoNo YesYes

gym gym nono optionaloptional YesYes

lift service lift service NoNo OptionalOptional YesYes

Valet parkingValet parking nono OptionalOptional YesYes

bar bar nono OptionalOptional YesYes

internetinternet nono on requeston request yesyes

Guest cycleGuest cycle

Guest cycle is a sequence of events which starts with the pre-arrival of a Guest cycle is a sequence of events which starts with the pre-arrival of a

guest moves on to the arrival then further moves to a staying stage and guest moves on to the arrival then further moves to a staying stage and

finally ends with the departure stage, where in the guest would decided finally ends with the departure stage, where in the guest would decided

whether he/she would come back to the hotel as a repeat customer and do whether he/she would come back to the hotel as a repeat customer and do

apart of the sales activity by the publicized of the hotel at the end of the apart of the sales activity by the publicized of the hotel at the end of the

day.day.

Pre arrival

Arrival

Staying stage

Departure

Guest cycleGuest cyclePre arrival stage:Pre arrival stage:RESERVATION.RESERVATION.TELEPHONE AND ELECTRONIC MOBILE.TELEPHONE AND ELECTRONIC MOBILE.SALES AND MARKETING.SALES AND MARKETING.FOOD AND BEVARAGE. FOOD AND BEVARAGE. Arrival stage:Arrival stage: BELL DESKBELL DESK CONCEIRGE /VALETCONCEIRGE /VALET TRAVEL DESKTRAVEL DESK RECEPTION RECEPTION INFORMATIONINFORMATION HOUSE KEEPINGHOUSE KEEPING BILLING AND CASHBILLING AND CASH SALES AND PROSALES AND PRO FOOD AND BEVERAGE SERVICE. FOOD AND BEVERAGE SERVICE. Staying stage Staying stage HOUSEKEEPINGHOUSEKEEPINGFOOD AND BEVARAGE SERVICES FOOD AND BEVARAGE SERVICES SECURITYSECURITYMAINTAINANCEMAINTAINANCEGUEST GRE & PROGUEST GRE & PROBELL DESKBELL DESKINFORMATIONINFORMATIONRECEPTIONRECEPTIONTELEPHONETELEPHONEBILLING CASHBILLING CASHTRAVELTRAVEL Departure Departure BILLS AND CASHBILLS AND CASH RECEPTIONRECEPTION BELL DESKBELL DESK CONCEIRGE/VALETCONCEIRGE/VALET HOUSEKEEPINGHOUSEKEEPING FOOD & BEVERAGE SERVICEFOOD & BEVERAGE SERVICE

FUNCTIONSFUNCTIONS Pre arrival stage:Pre arrival stage: ENQUIRYENQUIRY BOOKINGBOOKING RESERVATIONRESERVATION CONVERSATIONCONVERSATION SALES & MARKETINGSALES & MARKETING BUILDING REPORTBUILDING REPORT CONFIRMATIONCONFIRMATION

Arrival stage:Arrival stage: RECIVINGRECIVING CHECKINGCHECKING ALLOCATION OF ROOMSALLOCATION OF ROOMS REGISTRATIONREGISTRATION INFORMATIONINFORMATION DISCLOSUREDISCLOSURE ENQUIRINGENQUIRING PAYEMENTSPAYEMENTS

FUNCTIONSFUNCTIONSStaying stage:Staying stage: USE OF FACILITIES AND SERVICES ELECTRONIC POINT OF SALES.USE OF FACILITIES AND SERVICES ELECTRONIC POINT OF SALES. GUEST COMPLAINGUEST COMPLAIN MESSAGE AND MAIL HANDLINGMESSAGE AND MAIL HANDLING HOUSEKEEPING SERVICESHOUSEKEEPING SERVICES RESOLVING CONFLICTSRESOLVING CONFLICTS GIVING VALUE FOR MONEYGIVING VALUE FOR MONEY

Departure:Departure: BAGGAGE HANDLINGBAGGAGE HANDLING SETTING BILLSSETTING BILLS SALES AND MARKETINGSALES AND MARKETING PASSING INFORMATION PASSING INFORMATION

HOUSE KEEPINGHOUSE KEEPING HOUSEKEEPING CAN BE DEFINED AS A PROVISION FOR A CLEAN, HOUSEKEEPING CAN BE DEFINED AS A PROVISION FOR A CLEAN, COMFORTABLE AND AESTHATIC UPKEEP OF THE HOTEL.IN AN AGE WHEN COMFORTABLE AND AESTHATIC UPKEEP OF THE HOTEL.IN AN AGE WHEN MORE AND MORE PEOPLE TRAVEL AWAY FROM HOME,BOTH FOR MORE AND MORE PEOPLE TRAVEL AWAY FROM HOME,BOTH FOR BUSSNIESS AND PLEASURE AND IF WE HAVE TO MAINTAIN A FAVOURABLE BUSSNIESS AND PLEASURE AND IF WE HAVE TO MAINTAIN A FAVOURABLE POSITION IN BUSSINESS ,WHICH HAS BECAME EXTISIVLEY CPMPETITIVE,WE POSITION IN BUSSINESS ,WHICH HAS BECAME EXTISIVLEY CPMPETITIVE,WE HAVE TO STRIVE HARD TO IMPROVE OUR QUALITY OF SERVICES HAVE TO STRIVE HARD TO IMPROVE OUR QUALITY OF SERVICES MAINTAINENE AND ACCOMDATION.THE HOUSEKEEPING DEPARTMENT IN MAINTAINENE AND ACCOMDATION.THE HOUSEKEEPING DEPARTMENT IN RESPONSIABLE FOR PROVIDING A CLEAN HYGENIC AN PLEASURABLE STAY RESPONSIABLE FOR PROVIDING A CLEAN HYGENIC AN PLEASURABLE STAY TO THE GUEST.IT IS RESPONSIABLE FOR THE CLEANING OF BOTH HE TO THE GUEST.IT IS RESPONSIABLE FOR THE CLEANING OF BOTH HE PUBLIC AND BACK AREA OF THE HOTEL.PUBLIC AND BACK AREA OF THE HOTEL. HOUSEKEEPING IS THE BACKBONE OF A HOTEL….HOUSEKEEPING IS THE BACKBONE OF A HOTEL….

HOUSE KEEPINGHOUSE KEEPING THE FUNCTIONS AND RESPONSIBILTIES OF HOUEKEEPINGTHE FUNCTIONS AND RESPONSIBILTIES OF HOUEKEEPING

CLEANLINESS-CLEANLINESS-In the competitive hotel market it is very important to keep the In the competitive hotel market it is very important to keep the

hotel crystal clean to create a good impression on guest’s mind. It is Totally hotel crystal clean to create a good impression on guest’s mind. It is Totally depends on House keeping. They do all the works of cleanliness.depends on House keeping. They do all the works of cleanliness.

MaintenanceMaintenance--It is also done by house keeping department ,they maintain the It is also done by house keeping department ,they maintain the beautiful decoration of the entire hotel.beautiful decoration of the entire hotel.

Privacy, safety & securityPrivacy, safety & security-HK is directly related with the guests. They do all the -HK is directly related with the guests. They do all the works of an occupied room even in the absent of the guest. So HK is works of an occupied room even in the absent of the guest. So HK is responsible for privacy, safety &security of a guest.responsible for privacy, safety &security of a guest.

SUB DEPARTMENTS OF HOUSE KEEPINGSUB DEPARTMENTS OF HOUSE KEEPING

Laundry service-Laundry service-It is a huge department of a hotel & it is controlled It is a huge department of a hotel & it is controlled by House keeping. All the linen, uniforms & the clothes are washed by House keeping. All the linen, uniforms & the clothes are washed here. There are engineers for the technical works but the main works here. There are engineers for the technical works but the main works of it are controlled by HK.of it are controlled by HK.Linen-Linen- There are a huge number of linen used in a hotel. And all the There are a huge number of linen used in a hotel. And all the linens are provided by the HK. They also maintains it. Generally linens are provided by the HK. They also maintains it. Generally there is two kinds of linen- 1)Room Linen & 2) F&B linen. Inventory& there is two kinds of linen- 1)Room Linen & 2) F&B linen. Inventory& Discarding of linen are also done by House Keeping.Discarding of linen are also done by House Keeping.Uniform –Uniform – The HK provides the uniforms of the all employees of a The HK provides the uniforms of the all employees of a hotel. He decides how many he requires for whom. HK also provides hotel. He decides how many he requires for whom. HK also provides shoes, name plate, etc.shoes, name plate, etc.Lost & Found Service-Lost & Found Service-If any thing of the guest is lost, HK is If any thing of the guest is lost, HK is responsible for it. Find out the item is the responsibility of HK. HK responsible for it. Find out the item is the responsibility of HK. HK people can not touch any thing of a guest from a room.people can not touch any thing of a guest from a room.

SUB DEPARTMENTS OF HOUSE KEEPINGSUB DEPARTMENTS OF HOUSE KEEPING

Theme Decoration-Theme Decoration- During any festival or occasions the HK During any festival or occasions the HK Department decorates the entire hotels on that particular theme. The Department decorates the entire hotels on that particular theme. The arrangements of the decoration are done & decided by House arrangements of the decoration are done & decided by House Keeping.Keeping.Horticulture-Horticulture- Every hotel has it’s own garden. All the flower arrangements Every hotel has it’s own garden. All the flower arrangements are done by the HK & from the garden. They also maintain the Lobby area, are done by the HK & from the garden. They also maintain the Lobby area, Fountains etc.Fountains etc.Amenity Supplied-Amenity Supplied-All the basic amenities like Soap, shampoo, conditioner All the basic amenities like Soap, shampoo, conditioner etc & special amenities like baby cot, iron, hard board, extra bed etc are etc & special amenities like baby cot, iron, hard board, extra bed etc are provided by Hose Keeping.provided by Hose Keeping.Pest Control-Pest Control-Pest control department is under the house keeping. It is Pest control department is under the house keeping. It is responsible to keep the hotel insects free. Generally they are in contract responsible to keep the hotel insects free. Generally they are in contract basis.basis.Other Services-Other Services- Other services like baby sitting , Shoe shine kits Are also Other services like baby sitting , Shoe shine kits Are also provided by House Keeping. provided by House Keeping.

HOUSEKEEPING DEPARTMENT THAT GENERATE HOUSEKEEPING DEPARTMENT THAT GENERATE REVENUE AREREVENUE ARE

FLOURISTFLOURIST LAUNDRYLAUNDRY TAILORING (IT MAY GENERATE REVNUE TAILORING (IT MAY GENERATE REVNUE

OCCASSIONALLY)OCCASSIONALLY)

How sub division like Laundry, Hoist shop helps to earn money in the How sub division like Laundry, Hoist shop helps to earn money in the hotel industry?hotel industry?

LAUNDRY:LAUNDRY:

Laundry service in a hotel plays a major role to earn more revenue; it is the crucial part of Laundry service in a hotel plays a major role to earn more revenue; it is the crucial part of housekeeping. In the hotel housekeepers use laundry chute to get the dirty from the upstairs housekeeping. In the hotel housekeepers use laundry chute to get the dirty from the upstairs dowry to the laundry area. The sorting and washing operation involves the following:dowry to the laundry area. The sorting and washing operation involves the following:

Sorting laundry.Sorting laundry. Loading bins which weight 27 kg of dry laundry and 55 kg when wet.Loading bins which weight 27 kg of dry laundry and 55 kg when wet. Transporting (pushing/pulling) blins to dryer (towers only).Transporting (pushing/pulling) blins to dryer (towers only). Loading dryer with towels. Loading dryer with towels. Unloading towels from the dryer.Unloading towels from the dryer.

In one eight hour shift, 20 bins of laundry are processed by two workers. The dry laundry is In one eight hour shift, 20 bins of laundry are processed by two workers. The dry laundry is handled four bins…..27 kg*4 handlings*200 bins = 2,200 kg, the wet laundry is handling handled four bins…..27 kg*4 handlings*200 bins = 2,200 kg, the wet laundry is handling distributed evenly, so each worker handle approximately2,200 kg of laundry every day. The distributed evenly, so each worker handle approximately2,200 kg of laundry every day. The handling of laundry requires the use of considerable force: drying & folding……handling of laundry requires the use of considerable force: drying & folding……

LAUNDRYLAUNDRY Pulling the laundry from pile under the chutePulling the laundry from pile under the chute Loading laundry into the washer Loading laundry into the washer Pulling wet laundry from the washer Pulling wet laundry from the washer Feeding the rolling dryer with small pieces of laundry Feeding the rolling dryer with small pieces of laundry Retrieving small pieces of laundry from the dryer Retrieving small pieces of laundry from the dryer Retrieving large pieces of laundry from the dryerRetrieving large pieces of laundry from the dryer Folding towels Folding towels Reaching the laundry in the bin Reaching the laundry in the bin Unfolding and stretching the laundry Unfolding and stretching the laundry Spreading the laundry on rollers Spreading the laundry on rollers Reaching for bed sheets in the binReaching for bed sheets in the bin Unfolding bed sheets spreading the bed sheets Unfolding bed sheets spreading the bed sheets Spreading bed sheets on the roll Spreading bed sheets on the roll

LAUNDRYLAUNDRY

Retrieving pieces of laundry Retrieving pieces of laundry Reaching forehand to pick up the laundry Reaching forehand to pick up the laundry Folding laundry Folding laundry Bending and reaching for the bed sheetsBending and reaching for the bed sheets Folding the bed sheetsFolding the bed sheets Pulling the bed sheetsPulling the bed sheets

Folding towels : towels diced in drum type dries and placed in a binFolding towels : towels diced in drum type dries and placed in a bin Reaching in to bin Reaching in to bin Grasping towels Grasping towels Folding the towelsFolding the towels Pilling the towels Pilling the towels Sorting the towels Sorting the towels Drying the towelsDrying the towels

Control deskControl desk A large display board provides the following information to the house A large display board provides the following information to the house keeping staff.keeping staff.

1/ room number of group in the hotel.1/ room number of group in the hotel.

2/ room number of crew in the hotel.2/ room number of crew in the hotel.

3/ VIP in house.3/ VIP in house.

4/ weekly cleaning schedule.4/ weekly cleaning schedule.

5/ night cleaning schedule.5/ night cleaning schedule.

6/ daily roaster of supervisions and stuff .6/ daily roaster of supervisions and stuff .

7/ any other significant information.7/ any other significant information.

Front officeFront office Receive departure room numbers or from front office and transmits them to Receive departure room numbers or from front office and transmits them to appropriate floor supervisor inform the desk attendant once rooms are cleaned and appropriate floor supervisor inform the desk attendant once rooms are cleaned and ready for sale. The desk attendant accordingly informs the front office receptionist. ready for sale. The desk attendant accordingly informs the front office receptionist. This coordination is extremely valid.This coordination is extremely valid.

Inform housekeeping floor stop about VIPs in the house. The front office alerts the Inform housekeeping floor stop about VIPs in the house. The front office alerts the control desk of such arrivals. Room’s attendants take extra care in the following. control desk of such arrivals. Room’s attendants take extra care in the following. 1/ cleaning the VIPs rooms.1/ cleaning the VIPs rooms. 2/ equipping the rooms with attendant amenities as per the policy of 2/ equipping the rooms with attendant amenities as per the policy of management such as bathroom extra soap, hanger, glass etc. the VIPs can get a management such as bathroom extra soap, hanger, glass etc. the VIPs can get a supervisor verity set and also the flower arrangement.supervisor verity set and also the flower arrangement.Inform floor staff of group expected and the arrival and the groups in the house. Inform floor staff of group expected and the arrival and the groups in the house. Groups arrive and depart together which means that rooms and cleaned at the same Groups arrive and depart together which means that rooms and cleaned at the same time and within strict time parameters some bines the arrival of a group in a busy hotel time and within strict time parameters some bines the arrival of a group in a busy hotel could ever lap with the departure of the another. Since cheek in and cheek out bines could ever lap with the departure of the another. Since cheek in and cheek out bines are the same house keeping staff are under pressure to prepare the vacated are the same house keeping staff are under pressure to prepare the vacated departure rooms speedily to allocate volume rooms to a group.departure rooms speedily to allocate volume rooms to a group.

DIFFERENT AMENITIES SUPPLIED FOR DIFFERENT AMENITIES SUPPLIED FOR DIFFERENT GUESTSDIFFERENT GUESTS

VIP I Heads of state, Ministers, High ranking government delegates, National and International dignitaries, etc.

Full bar- 3 miniature bottles of hard drinks, 2 cans of beer, 2 bottles of mineral water, 2 bottles of soda,1 bottle each of cola, orange and lemonade, 1 bottle of tonic water. Large flower arrangement, Large fruit basket, Chocolates, Bathrobe, Slippers, and other personal amenities.

VIP II Companies identified as giving high volume business, Top film personalities, Other well known personalities from the world, Foreign visitors and gests of VIP I

Practical bar- 2 bottles of beer, 2 bottles of mineral water, 2-2 bottles each of cola orange and lemon drink, 2 bottles of soda, 1 bottle tonic water. Medium flower arrangement, Medium Sized fruit basket, Chocolates, Bathrobe, Slippers, and Special Compliments.

VIP III Decision makers and influential trade VIP’s, Persons from airlines, Travel agents, Hotels, etc.

Mineral water, Small Flower Arrangement, Small fruit basket, Bathrobe, and Slippers.

VIP IV Certain groups, HWC (handle with care) guests, Repeat guests, etc.

Mineral water, Bud vase, Small fruit basket, Cookies.

GUEST ROOM SUPPLIES AND AMENITIES GUEST ROOM SUPPLIES AND AMENITIES CHARTCHART

Guestroom Supplies and AmenitiesGuestroom Supplies and Amenities

Guestroom Supplies

Guestroom Amenities

Bathroom Supplies

Bathroom Amenities

Pillows

Pillow cases

Sheets

Blankets

Water pitcher

Clock

Radio

Glasses

Plastic drinking cups

Coffee or tea maker

Trays

Ice buckets

Hangers

Ashtrays

Waste basket

Telephone directories

Bibles

Do not disturb sing

Fire safety

Table tent cards

Television program guide

Stationery folders

Stationery

Postcards

Pens

Laundry bags

Utility bags

Packets of coffee or tea, sugar & powdered creamer, stir sticks chocolate or mints provided with turndown service

Wash cloths

Hand towels

Bath towels

Bath mats

Liners

Toilet tissue

Facial tissue

Sanitary bags

Waste baskets

Toilet seat band

Hair dryer

Makeup mirror

Bathrobe

Scale

Disposable slippers

Facial soap

Bath soap or shower

Gel

Shampoo

Moisturizer

Shower cap

Shoe mitt or shoeshine kit

Shoe horn

Sewing kit

Bubble bath

Hair conditioner

Cologne or after shave

Razor

Amenities container

Role of housekeeping in various stage of guest cycleRole of housekeeping in various stage of guest cycle

Pre-arrival:Pre-arrival:

It is the time when housekeeping department make the room ready for sale & they put It is the time when housekeeping department make the room ready for sale & they put

some flower bouquet, fruit basket in the room. They give information to the reservation some flower bouquet, fruit basket in the room. They give information to the reservation

that these rooms are ready for sale.that these rooms are ready for sale.

Arrival:Arrival:

After arrival housekeeping department go to the guest & ask help if they need. They After arrival housekeeping department go to the guest & ask help if they need. They

ask about the room.ask about the room.

Staying stage:Staying stage:

It is the most crucial part for housekeeping department. Morning service like cleaning, It is the most crucial part for housekeeping department. Morning service like cleaning,

changing linen putting fresh flower & some fresh fruit, evening service provide to the changing linen putting fresh flower & some fresh fruit, evening service provide to the

customer.customer.

Departure stage:Departure stage:

At the departure stage housekeeping checking the room & making ready the room for At the departure stage housekeeping checking the room & making ready the room for

sell. At this time he can clean the back area & outside periphery that doesn't clean sell. At this time he can clean the back area & outside periphery that doesn't clean

during the guests staying stage.during the guests staying stage.

Role play Role play

BibliographyBibliography

primary source: class note, news paper, hospitality module, primary source: class note, news paper, hospitality module,

aviation time magazine.aviation time magazine.

secondary source: internet. secondary source: internet.

http:// marcopolohotels.comhttp:// marcopolohotels.com

http:// theashokgroup.comhttp:// theashokgroup.com

http:// india-travel.com/itdcashk.thmhttp:// india-travel.com/itdcashk.thm

http:// yahooanswer.comhttp:// yahooanswer.com

http:// travelguide.com/hotel/marco-polo-hotelhttp:// travelguide.com/hotel/marco-polo-hotel

DeclarationDeclaration

I am Imran laskar here by declare that all the work done I am Imran laskar here by declare that all the work done by me is completely genuine and no part is copied from by me is completely genuine and no part is copied from other.other.

IMRAN LASKER.IMRAN LASKER. BATCH NO- H4BATCH NO- H4 GARIAHAT BRANCH.GARIAHAT BRANCH. KOLKATA.KOLKATA.

THANK YOU!!!THANK YOU!!!

Hospitality presentation by imran lasker

Education

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