Hospitality – 1 Assignment

Assignment Brief and Feedback Form

Learner’s Name Elida castelino

Course Title Hospitality management

Assessor’s Name SANA KAZI

Internal Verifier Name
Unit Number and Title Unit 3, Hospitality – Room Management
Assignment Title
Outcome Number(s) Unit – 3
and Statement(s) LO1: Explore the growth of the hotel industry
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

Learner Declaration
I confirm that the work submitted for this assignment is my own.
Learner’s Signature ELIDA Date
Instruction Your assignment will not be accepted if it does 31/07/2021
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 or You have been selected as a Front Office Assistant of a 5-star Hotel. As part
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 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.
Over the past two decades, the hospitality industry has experienced significant growth, with international arrivals
doubling from 600 million to over 1.4 billion in 2016. In 2018, the travel and tourism industry saw a growth of
3.9%, outpacing that of the global economy (3.2%).
The Hospitality market is expected to grow at a CAGR of around 8% to nearly $5,891 billion by 2022. Growth in
the historic period resulted from improved earning capacity, emerging markets growth, travel, and tourism. Going
forward, economic growth in developed nations, and technological development will drive growth.
Hospitality Industry is a part of larger enterprise known as travel and tourism industry.

CHAINS OF
HOTELS

DOMESTIC CHAIN INTERNATIONAL CHAIN

DOMESTIC CHAIN : TAJ HOTEL

Taj Hotels is a chain of luxury hotels and a subsidiary of the Indian Hotels Company Limited, headquartered at
Express Towers, Nariman Point in Mumbai. Incorporated by the founder of the Tata Group, Jamsetji Tata, in
1903, the company is a part of the Tata Group, one of India's largest business conglomerates. The company
employed over 20,000 people in the year 2010.
As of 2020, the company operates a total of 100 plus hotels and hotel-resorts, with 84 across India and 16 in other
countries, including Bhutan, Malaysia, Maldives, Nepal, South Africa, Sri Lanka, UAE, UK, USA and Zambia
HISTORY OF TAJ HOTEL
Parent organization: Indian Hotels Company Limited
Founder: Jamsetji Tata
Founded: 1903
Customer service: 1800 11 1825
CEO: Puneet Chhatwal (6 Nov 2017–)
Headquarters: Mumbai
 Hospitality – 1 Assignment

Jamsetji Nusserwanji Tata, founder of the Tata Group, opened the Taj Mahal Palace, a hotel in Mumbai
(formerly called Bombay) overlooking the Arabian Sea, on 16 December 1903. It was the first Taj property and
the first Taj hotel. There are several anecdotal stories about why Tata opened the Taj hotel. According to a story,
he decided to open the hotel after an incident involving racial discrimination at the Watson's Hotel in Mumbai,
where he was refused entry as the hotel permitted only Europeans. [8] Hotels that accepted only European guests
were very common across British India then. According to another story, he opened the hotel when one of his
friends expressed disgust over the hotels that were present in Bombay then. But a more plausible reason was
advanced by Lovat Fraser, a close friend of the Tata and one of the early directors of the IHCL group, that the
idea had long been in his mind and that he had made a study on the subject. He did not have any desire to own a
hotel but he wanted to attract people to India and to improve Bombay. It is said that Jamsetji Tata had travelled
to places like London, Paris, Berlin, and Düsseldorf to arrange for materials and pieces of art, furniture and other
interior decor for his hotel. The Taj group has since then developed and flourished, under the Tata Group. n 1974,
the group opened India's first international five-star deluxe beach resort, the Fort Aguada Beach Resort in Goa. In
1970s, the Taj Group also began its business in metropolitan hotels, opening the five-star deluxe hotel, Taj
Coromandel in Chennai, in 1974, acquiring an equity interest and operating contract for the Taj President (now
Vivanta by Taj – President), a business hotel in Mumbai, in 1977, and also opening the Taj Mahal Hotel in Delhi in
1978.
In 1980, the Taj group opened its first hotel outside India, the Taj Sheba Hotel in Sana'a, in Yemen and in the late
1980s, acquired interests in the St. James' Court Hotel (now comprising Taj 51 Buckingham Gate Suites and
Residences and St. James' Court, A Taj Hotel) in London. In 1984, the Taj group acquired, under a license
agreement, each of the Taj West End Bangalore in Bangalore, Taj Connemara, in Chennai and Savoy Hotel in
Ooty. With the opening of the Taj West End in Bangalore .

INTERNATIONAL CHAIN : HILTON HOTELS CORPORATION

Hilton Hotels Corporation, is an American multinational hospitality company that manages and franchises a
broad portfolio of hotels and resorts. Founded by Conrad Hilton in May 1919, the corporation is now led by
Christopher J. Nassetta.
Hilton is headquartered in Tysons Corner, Virginia, U.S. As of June 30, 2020. its portfolio includes 6,215
properties (including timeshare properties) with 983,465 rooms in 118 countries and territories, including 690 that
are managed and 5,405 that are franchised, with the combined managed and franchised properties having a total
of 953,946 rooms, in addition to 65 that are owned or leased including 57 that are wholly owned or leased, one
owned by a consolidated non-wholly owned entity, two that are leased by consolidated variable interest
entities (VIEs) and five that are owned or leased by unconsolidated affiliates. Prior to their December 2013 IPO,
Hilton was ranked as the 36th largest privately held company in the United States by Forbes.
Hilton has 18 brands across different market segments, including Conrad Hotels & Resorts, Canopy by
Hilton, Curio - A Collection by Hilton, Hilton Hotels & Resorts, DoubleTree by Hilton, Embassy Suites
Hotels, Hilton Garden Inn, Hampton by Hilton, Homewood Suites by Hilton, Home2 Suites by Hilton, Hilton
Grand Vacations, LXR Hotels and Resorts by Hilton, Waldorf Astoria Hotels & Resorts, Signia by Hilton, Tru by
Hilton, Tapestry Collection by Hilton, Tempo by Hilton and Motto by Hilton.
HISTORY OF HILTON HOTELS
In 1919, Conrad Hilton purchased his first hotel, the 40-room Mobley Hotel in Cisco, Texas, and bought additional
Texas hotels as years passed.
In 1925, the Dallas Hilton became the first hotel to use the Hilton name. In 1927, Hilton expanded to Waco, Texas,
[18]
 where he opened the first hotel with air-conditioning in public areas and cold running water.
In 1943, Hilton purchased the Roosevelt Hotel and the Plaza Hotel, both well-established high-end luxury hotels
less than a mile apart in New York City's Midtown Manhattan neighborhood. With this pair of acquisitions Hilton
established the first hospitality company to span the contiguous United States The company incorporated in 1946
as the Hilton Hotels Corporation, and subsequently began public trading of shares on the New York Stock
Exchange. In 1947, the Roosevelt Hotel became the first hotel in the world to have televisions in its rooms
FACILTIES
 Hospitality – 1 Assignment

DOMESTIC CHAIN TAJ HOTEL

 Air Conditioned

 Satellite Television

 International Direct Dial Telephone

 Private Bathroom

 Hairdryers

 Mini Bar

 Safe Deposit Box

 24 Hour Room Service

 Coffee/Tea Making Fac

 High Speed Internet Access

 Coffee/Tea Making Facilities

 Travel Desk

 Doctor On Call

 Laundry Service

 Concierge Desk

 Luggage Storage

 24 Hour Front Desk

 Postal/Parcel Service

 Currency Exchange Counter

 Baby Sitting Service(On Request)

 Airport Shuttle Service(On Request)

 Hospitality – 1 Assignment

 24 Degress

 Equator Bar

 In Villa Dining

 The Deep End

 Spa

 Water Sports

 Fitness Centre

 Billiards/Snooker Tables ,Business Centre

INTERNATIONAL CHAIN HILTON HOTEL

 Audio/Visual Equipment Rental

 Business Center
 Fax
 Meeting Rooms
 Office Rental
 Photo Copying Service
 Printer
 Secretarial Service
 Video Conferencing Availablity
 Babysitting Service
 Children's Menu
 Cribs
 Baggage Storage
 Bar Area
 Car Rental Desk
 Concierge Desk
 Digital Key Available
 Electric Service
 Elevators
 Florist
 Foreign Currency Exchange
 Laundry/Valet Service
 Local Area Transportation
 Lounge
 Hospitality – 1 Assignment

 Luggage Hold
 Multi-Lingual Staff
 Room Service
 Safety Deposit Box
 Shoe Shine Stand
 Snack Shop
 Fitness Room
 Pool
 Sight Seeing Tours

REVENUE AND SUPPORT CENTER

Revenue center is a division that gains revenue from product sales or service provided.Examples include
rooms department or beverage selling department of a hotel.

Support center is a division that helps other divisions of a department.Its examples include financial aid
departments and product aid store

Revenue Center - A revenue center sells goods or services to guests and thereby generates revenue for the
hotel. Eg: - Front office, Food and beverage outlets, business center, SPA etc. 
Support centers / Non- revenue center - Do not generate revenue directly but plays a supporting

BIBLOGRAPHY: www.google.com

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. . FFIT (FOREIGN FREE INDIVIDUAL TRAVELER) 

 Registration form of a Hotel
 Reservation Form Name of the Guest : Elida castelino
 Address: Chicagoland fall street Usa.
 USA Contact: (1-844-872-4681)
 Hospitality – 1 Assignment

 No.of Pax : 1 Adult/Child :

 1 Adult Date of Arrival : 21/06/2021
 Date of Departure : 28/06/2021
 Type of Room or Plan : Rack rate Mode of Payment : Cash Any Special request
 Name and No.of contacted person : Edel Castelino(1-844-872-4685)
Additional Information for FFIT
 Passport number. Method of guarantees.
 Visa number.
 Nationality.
 Driving license.
 Gender.
 Place of issue
 Date of expiry.
 Number of days in country
 Purpose of visit. Reservation Transferred to hotel dairy.
 Updated in density chart.
 A confirmation voucher issued to guests.

THE RANGE OF SERVICES PROVIDED TO THE SPECIFIC GUEST

FOUR STAGE CYCLE
PreArrival
 The Guest chooses a hotel during the pre-arrival stage of the guest cycle. Choice of the guest can be
affected by many factors, including previous experiences with the hotel, advertisement, word of
mouth referral by friends and colleagues, location, corporate, travel agent booking, hotel name, hotel
loyalty program member etc.

Arrival

 The arrival stage of the guest cycle includes registration and room assignment process. After the
guest arrives, he or she establishes a business relationship with the hotel through the front office. It is
the front office staff responsibility to clarify any query of the guest especially the details of room rate
of packages he/she is booked on.

Occupancy

 The manner in which the front office staff represents the hotel is important during the occupancy
stage.

 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.

Departure

 At Departure, the guest vacates the room, receives the accurate statement of the settled accounts,
returns the room keys and leaves the hotel. Once the guest has checked out, front office
updates the rooms availability status and notifies
 Hospitality – 1 Assignment

 housekeeping department. ( For hotels using Property management software the status of the room is
updated automatically ).

 At this stage front office also collect the feedback of the guest experience in the hotels by handing over
the guest feedback form.

Telephone etiquettes

The way in which someone perceives their first interaction with an individual or an employee is

extremely important. Telephone conversations are a preferred method of business communication

because it’s personal and serves as an opportunity to create a good first impression of the

organization.Phone etiquette is a way for you to showcase your manners and properly represent

yourself or your business to others. Positive interactions create lasting impressions that are

instrumental to businesssuccess. Telephoneetiquette consistsof active listening skills, choice of words

and tone of voice.Here are some telephone etiquette examples that show the difference your telephone

manners make:

We often use a friendly greeting to introduce ourselves or our businesses. We convey enthusiasm

through our words

We adopt a confident and professional tone when interviewing for job

BIBLOGRAPHY: www.google.com

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.
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 HOUSEKEEPING DEPARTMENT CONTRIBUTES TOWARDS EARNING HOTEL REVENUE

 Hospitality – 1 Assignment

Housekeeping is the department that deals essentially with cleanliness and all ancillary service attached
to that.
The standard plays an important role in the reputation of the hotels. One feels comfortable only in the
environment which is clean 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. After cleanliness and quality of the rooms and services, a hotel solely survives on
the sale of room, food, beverages and other minor amenities and services, for instance, health club,
gymnasiums, relaxing spas etc.

The sale of the rooms and services constitute a minimum of 50% of all sales, making it a major
constituent of the hotel’s margin of profits. Now, the effort and hard work that the housekeeping
department makes in giving their clients a desirable experience often has a direct bearing on the guest’s
stay in the hotel. Hotel rooms and suites are the heart of a hotel. And the housekeeping department not
only prepares tidy and comfortable guestrooms on a regular basis for arriving clients, but also cleans and
maintains a certain quality of rooms in a hotel so that the surroundings look as fresh as new and attract
customers to stay longer or choose the services again in future.

Thus, Housekeeping is an ancillary department that is committed to devoting its services in a huge
way towards the overall reputation and success of the hotel industry.

GOLDEN RULES OF HOSPITALITY

 Always achieve the maximum possible efficiency in ensuring the comfort of clients and in smooth
sailing of the guest’s stay,
Always establish a comforting and soothing atmosphere and ensure reliable and courteous
services from all other staffs of the department,
Always ensure utmost standards of cleanliness and general upkeep in all areas that befall on the
shoulders of the housekeeping department,
Always honour the idea that the hotel guest is your guest, and the hotel room is your own home.
Have a sense of pride in hosting the client and make him feel welcome at all times,
Always ensure that all required safety and security guidelines are met for the client’s satisfaction,
Always provide clean linens and maintain the inventory for the same,
Always provide the necessary uniforms for all the staff and maintain adequate reserves for the
same,
Always cater to the laundering requirements of the guests and maintain the decor of the room to
the best standard,
Always coordinate renovation and refurbishing of the hotel property in accordance with the rules
provided by the management and interior designers,
Always ensure a good working relationship with other departments.

LAYOUT OF STANDARD ROOM

Bed with side tables


 Hospitality – 1 Assignment

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Coffee table

Shower
cubide

Door
carpet

Curtain

THE HOTELS WHICH PROVIDE ECO FRIENDLY PRACTICES

Hotel Bardessono
ECO FRIENDLY :Organic Linens & Cleaning Supplies,Energy Savings,Well Water

H2hotel
ECO FRIENDLY : Solar Panels, Bamboo floors, Organic linens

The Green House

Ecofreindli : Energy Efficient Heating & Lighting, Reclaimed & Organic Materials

The Plazzo Hotel

Ecofriendly: Recycled Building Materials, Solar Heated Pools

 Hospitality – 1 Assignment

L'Auberge Del Mar

Ecofreindly: Recycling Program, Local & Organic Food, Energy Efficient Lighting

Biblography :https://www.google.com/

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.
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/-
 Hospitality – 1 Assignment

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
 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.
 Hospitality – 1 Assignment

Answer
ROLE PLAY 1
So if iam a Front office Supervisor I am going to greet the guest first. And
secondaly iam going to check the room availibility which she is asking . so if
the room is not available as per her requirement and need i will apologize
her. And then I will be giving her the options the first option is I will be
giving is doing the reservation immediatley but it will be put on Waitlist and
when that room will available then she can confirrm it if she wants it The
second option i will give is to book a superior room, for which discount is
been provided to her for differential cost so First will be lower cost or the
room or second will be higher or that room for this room the confirmation
will be immediate .

As per her requirements i will inform the FOA to book the reservation. As
per her accommodation I will inform the Concierge to arrange a car for her
for seeing trip. And also inform the housekeeping to provide Fax machine in
her room. I will also call her to confirm the things that she was asking are
available or not, and I will also ask her if she needs anything else.

As she is insisting for a champagne as complimentary I will give her two

option that she can take champagne or she can take discount on her room
bill which was told her at reservation time.
As her last requirement to that she wants to kept 02 pieces of luggage as the
left luggage, on departure I will inform to Bell Captain.

Followings that Bell captain will do

 He ensure that the guest has settled his bill with the hotel.
 He then inspects/scans the baggage and bring any pre- existing damage,
to the attention of the guest .He enters the description of the baggage on
the luggage tag and strings it to the baggage .
 The tag has a number and a counter foil with the same number. He
enters these details in the Left Luggage Register. He tears off the counter
foil of the Luggage Tag and hands it over to the guest.

And lastly The bell boy is then instructed to deposit the luggage in the Left
Luggage Room.
 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)

LAYOUT OF STANDARD ROOM

Door Bed with side tables

 Hospitality – 1 Assignment

Coffee table

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Basin

Curtain

Shower cubide

Carpet

Door

TV Cabnet
Wc
BASIC AMENTIES AND FACILITIEs

BASIC AMENTIES AND FACILITITES PROVIDED

 Balcony1 Double or 2 Single Beds

 Flat Screen TV
 Telephone
 Wifi
 Individually Controlled A/C & Heating
 Electronic Safe Deposit Box
 Electronic Lock Key System
 Mini Bar
 Tea & Coffee Facilities
 Hospitality – 1 Assignment

 Iron & Ironing Board *

 Hairdryer