Hospitality – 1 Assignment

Assignment Brief and Feedback Form

Learner’s Name Riya Muskan

Course Title Pg diploma in aviation hospitality and travel and costumer service

Assessor’s Name Saurabh jhanra

Internal Verifier Name
Unit Number and Title Unit 3, Hospitality – Room Management
Assignment Title Hospitality and Reservation
Outcome Unit – 3
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 of housekeeping
LO4: Use Fidelio software for Hotel Room Management
Date Set Hand In Date 11/6/2021

Learner Declaration
I confirm that the work submitted for this assignment is my own.
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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 industry worldwide
● Compare the facilities of different types of hotels in India
● Analyze the range of services provided by the front office to
meet guest expectations, using appropriate terminology
● Explain the importance of the role of housekeeping
● Compare a range of amenities supplied for different types of guests
● Demonstrate the reservation process through correct use of Fidelio
● Evaluate the benefits of technology to the hotel, staff, and guests
who come into contact with the front office.
Background You have been selected as a Front Office Assistant of a 5-star Hotel. As part
or Scenario of your six months’ Probation you will undergo 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 & creative manner.
 Hospitality – 1 Assignment

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 up to One week to submit the Assignments

 Hospitality – 1 Assignment

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.
What is the difference between a Revenue centre and a Support centre? Give two examples
for each of these categories and justify. Write your findings below. (PASS)

Ans- Chain hotels chain hotels demostic international

*Demostic chain-He served in the Indian national army under Netaji Subhash Chandra
Bose.in 1950,he married Leela inspired by the high luxury standards of European
hotels,he set up the first Leela hotel in mumbai in 1986 and signed a marketing
alliance with kempinski.
Today,The Leela Place, hotels and resorts have seven luxury properties in New Delhi,
MMumbai,Bangalore, Gurgaon Delhi N.C.R,Udipur,Goa and Kovalam; with more
hotels opening in Chennai,Agra, Jaipur and Lake Ashtamudi in Kerala,his mission is to
delight and exceed his guests.

*History OF The Leela Group of hotels - incorporated in 1981, entered into collaboration with
kempinski hotels,to set up its and operate 5-star deluxe hotel,Leela Penta, in Bombay in 1986,
following the change in its merketing and sales tie-up .

The hotel has been upgraded to a worldclass beach resort and has been acclaimed as
one of the finest resort in the world.The 300-room Bangalore five- star hotel had a
soft launch on July 15,2001, in July 2005,the company acquired majority stake in
Kovalam hotels ltd.consequently Kovalam beach, Kerala'. The company operates four
hotels with 985 rooms under the 'Leela' brand.

*Amenities & Services:The Leela Group of hotels.OTHER AMENITIES AND SERVICES.2

bottles of water.tea/coffee maker.broadband and wi-fi internet.car and Limousine
service . Courier service.in- room safe. International newspapers. Power adapters.
Private mini bar. Babysitting service

*Amenities & Services:The Leela Group of Hotels. Florist.Foreign currency

exchange.international satellite television channels.outdoor parking.outdoor
swimming pool.The spa. Shopping arcade. Art museum. Four restaurants, lounge,bar.
Salon.gym
*The Peninsula chain of hotels: The peninsula hotels.The Hong Kong and Shanghai
Hotels, Limited, which operates The peninsula Hotels,is a hotel chain operator based
in Hong Kong.it operations nine hotels across Asia, Europe and The University States.
Its Flagship hotel is the famous peninsula Hong Kong which opened in 1928.The first
 Hospitality – 1 Assignment

hotels was used to be referred as the 'finest hotel east of the suez' The Hong Kong
and Shanghai Hotels, Limited was incorporated in 1866. The company became
engaged in real estate, acquiring land properties.The first peninsula hotel was built in
1928, known as The peninsula Hong Kong in Tsim Sha Tsui , Hong Kong.
*International chain of hotel : The peninsula Hotels in 1976, it opened The peninsula
Manila in Makati City, Philippines, and became a symbol economic prosperity in the
financial district of that country.Then ,The peninsula Beverly Hills opened two years
later 1991,.six years later,The peninsula Shanghai in 2009.The peninsula Paris opened
in August 2014.
*Amenities and services:The peninsula Hotels.The peninsula spa.Fitness
centre.Meeting /banquet facilities.Dry cleaning.Tour desk . Fax
/Photocopying.2Tennis courts.Fishing .BBQ facilities.Billiards.
*Demostic chain of hotel. Concierge service. Doctor on call. Gym. Florist. Foreign
currency exchange.swimming pool. Power adapters.salon . Spa therapy room.
International newspapers international chain of hotel. Spa . Fitness centre.

Question 2. Explain the 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- traveller’s cheque/ credit card
d) an appropriate Front- office layout and justify. (PASS)

Ans.pre-Arrival Department Arrival occupancy

*FFIT
*Registration form of a Hotel
* Reservation form name of the guest:
Sherin rajs address:4windmill street, London,w1T 2HZ ,UK contact no.
+44(0)3014440no.of pax:1 Adult/Child; 1 Adult Date of Arrival:12/12/2012Date of
departure 14/12/2012 Type of room or plan: rack rate mode of payment : Cash any
special request Name and contact no of contracted person:no : Shine Raj S,
+44(0)20313455
 Hospitality – 1 Assignment

Additional information for FFIT, passport number, method of guarantees, Visa

number, nationality, Driving license, gender, place of issue,date of expiry
(a) Telephone etiquette effective sales tachniqu

1.Ask if it's a time to talk

2.promise a short conversation,then keep that promise.

3. slow down and speak clearly.

4.Avoid annoying speech patterns and filler words.

5.call from a quiet environment.

6.Be sure phone single is excellent throughout the call.

The range of services provided by the front office department to a specific type of
guest (Fit,FFIT,CVGR&CIP) from the time he had made his booking until he settles his
account during departure.
* Guest cycle
*The guest chooses a hotels of his choice during the pre-approval stage of the guest
cycle. Primary objective of making the reservation is to make sure that room will be
available when he arrives to the hotel. If a reservation can be accepted,the
reservation agent/hotel create a reservation on the hotel management software.The
creation of this reservation record starts the hotel guest cycle. This reservation
contains details of guest specific request which will personalised service during his
stay.
*Reservation form-zoom for find best quality

*Arrival stage. The arrival stage of the guest cycle includes registration and room
assignment process. Front Office staff should determine the guests reservation status
before beginning the check-in registration process.

*Occupation stage.when the guest check- in to the guest cycle begins. As the main
contact centre for hotel activity, the front office is responsible for coordinating guest
requests among those providing information and supplies to the guests.
*The main focus of the front desk staff is to provide anticipatory Service and to meet
or exceed the guests expectations.This will encourage the guest to repeat to the
hotel.
Security is also a main important concern during occupancy of the guest.issues like
protection of funds and valuables are among those.A registration card or Reg. Card is
 Hospitality – 1 Assignment

printed and completed at the time of check is printed and completed at the time of
check in , contain details, number of adults and children occupying , address, passport
and visa for foreign nationals, full address, personal details and credit details.
*Hotel Bill
*Explain how the housekeeping department contributes towards earning hotel
revenue present your findings in power point or with slides.And also layout of a
standard room in a hotel, exhibition the basic amenities and facilities, provided.
*Monitor building security and safety by performing such tasks as locking doors after
appliance use and checking electrical appliance use to ensure that hazards are not
created.Notify supervisor concerning the need for major supervisor concerning the
need for major repairs or additions to building operating system.set Up, arrange and
remove decorations table chairs and ladders to prepare facilities for events such as
banquets and meetings. spray insecticides and fumigants as directed to prevent
insect infestation.

*Replenish supplies such as drinking glasses, linens writing supplies and bathroom
items, gather and empty trash. Clear and polish furniture and fixtures.clean and
polish furniture and fixtures. Clean windows,glass partition and mirrors, using soapy
water or other cleaners, sponges and squeegees. Move and arrange furniture and
turn mattresses.make adjustments and to heating, cooling and ventilation systems.
*Layout for the room

*Demonstrate reservation, check- in during stay and check out process using the case
study give by your trainer, on the Fidelio software, document each process step by
step.

Question 3. Explain how the Housekeeping department contributes towards

earning hotel revenue. Write your answer in 10 – 15 sentences.
Also, prepare a layout of a standard room in a hotel, exhibiting the basic amenities
and facilities provided.
 Hospitality – 1 Assignment

It’s the need of the hour to protect the environment from deteriorating, suggest
the eco- friendly practices followed in hotels (give names of hotels) in the area of
providing supplies and amenities to guests (PASS)
Ans-The housekeeping department contribute towards earning hotel revenue by
keeping the hotel clean, fulfilling needs of the customers and keeping the
customer satisfied with the service.the standard plays an important role in the
reputation of the hotels.one feels, comfortable only in the environment which is
clear and well ordered,so cleanliness is important for health foremost also for
well being.accommodation in hotels tend to be the largest part of the hotel,it is
the most revenue generating department, the housekeeping department takes
care of all rooms is often largest department in hotels.the rooms in hotels are
offered as accommodation to travelers/ guest as individual units of bedroom.
Some interconnected rooms are also made which will be helpful to the guest and
families.many hotels offer suits to the guest.
Monitor building security and safety by performing such tasks as locking doors
after operating hours and checking electrical appliance use to ensure that hazards
are not created.notify supervisor concerning the need for major repairs or
additions to building operating systems.set up , arrange,and remove decorations,
table,chairs,and ladders to prepare facilities for events such as banquets and
meetings.spray insecticides and fumigants as directed to prevent insect
infestation.

*Replenish supplies such as drinking glasses,linens , writing supplies,and

bathroom polish furniture and fixtures.clean windows,or other
cleaners,sponges ,and squeegees.
Dust furniture,wall, machines,and equipment.

*Move and arrange furniture,and turn mattresses.make adjustments and to

heating, cooling and ventilation systems

*Layout for the room

*Demonstrate reservation, check- in during stay and check - out process using the
case study give by your trainer,on the Fidelio software,document each process
step by step task 4

*Make a reservation for two packs on sharing basis in stew room for 3
nights.leave a locator guest at a meeting from 6pm to 7 pm don't disturb post the
following changes in the guest had mineral water 5 euro, laundry 7 euros and
blowers 6 euros . Fidileo case study
Step:1 Reservation new reservation ( Then click on new and type required details)
 Hospitality – 1 Assignment

Step 2 After filling the form click on the'ok' command button.then guest
reservation number will appear.

*Step3 Then go to home screen and front desk arrival.

Step4 Then click on the search button and select the guest click check in bottom .

Role play ( Occupancy stage) Situation: A demostic guest is staying in a five star
hotels he took for 4 days. On the second day morning he calls the receptionist
was busy right then , and he / she forget to inform the housekeeping. The day
evening the guest violent because of the irresponsibility that the hotel had made .
And the receptionist realises about the mistake. But the guest is not reducing his
anger . She started shouting towards the receptionist.

Solution the matter goes to the hands of manager there's no time ,he should
suddenly find a solution for this because there's are so many VIP guest are
arriving on there hotels at that time. If they come to know about the problem
they will not stay in that hotel. Finally the manager gives some discounts in his
room charge for that day . And he informed house keeping to clear the guest
room with out any pay.
*You have prepared layout of a standard room as ape the current scenario of the
hotel industry. After analysing the guest supplies, amenities,decor and cleaning
standards , design a standard room for future. Justify as to how the hotel with
updated room facilities can create a niche in industry. Task 6
* Modified room
* Justification in the first room layout,the facilities were very less compared to the
second one. Second layout will be more beautiful for a guest and they will be more
beautiful for a guest and they will surely like it. The profit is for hotel only .in both
rooms the primary are same ( bed, bathroom, table) in the second one more
furnitures are included. The main attraction is the decoration of the rooms.

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

1. Accept a reservation for a Free Individual Traveller guest and confirm it.
2. Check in the guest.
3. Accept a message for him. Later deliver the message.
 Hospitality – 1 Assignment

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
1. Accept a reservation for a 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

1. Accept a reservation for a 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.

Question 5.
Write 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
 Hospitality – 1 Assignment

● 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 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.

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
 Hospitality – 1 Assignment

Question 5
You have prepared a layout of a standard room as per the current scenario of the
hotel industry. After analysing the guest supplies, amenities, décor and cleaning
standards, design a standard room for future.
(You can describe the layout in a few lines)
Explain as to how the hotel with updated room facilities can create a niche in the
industry. (DISTINCTION)

OR Answer the Question below

Design a brochure with specially designed packages to up-sell a hotel in the off-
season. Explain how the various packages will be successful in bringing business
during the off-season. You can share your design ideas in the space below.
(DISTINCTION)

Ans.