HOS PITAL ITY

A SS IG NMENT
Course Title : BTEC HNC in Aviation,
Hospitality, and Travel Management.
Assessor Name :
Assignment Title : U-7 Hotel Management –
Hospitality and Reservations
Submitted By :
Batch :

FRANK FINN INSTITUDE OF

AIR HOSTESS TRAINING
 ACK NO WLEDGE MENT

I woul d li ke to ex pr ess my g ra ti tude t o al l

those w ho ga ve me the pos si bi li ty t o
comp lete t hi s pr oject.
I wa nt t o tha nk th e Center Head
--- --
and our H osp it ali ty Fa cult y
--- --
for their st imul ati ng suppor t and
encoura ged
us f or thi s a ss ig nment.
Than k 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
The Company opens its first hotel,
1903 the "Taj Mahal Palace" in Mumbai,
India.
The Company opens its first five
star deluxe beach resort, the "Fort
Aguada Beach Resort" in Goa.
1974
The Company begins business in
metropolitan hotels by opening the
five star deluxe hotel, the "Taj
Coramandel" in Chennai.
1980 The Company opens its first hotel
outside India, the "Taj Sheba
Hotel" in Sana'a, Yemen.
The Company entered into a
licence agreement to operate the
1984 "Taj West End" in Bangalore, "Taj
Connamera" in Chennai and the
"Savoy" in Ooty.
The Company opens a five star
1989
deluxe hotel in Calcutta, the "Taj
Bengal."
The Company establishes the Taj
Kerala Hotels and Resorts Limited
1990
with the Kerala Tourism
Development Corporation.
Year Event
1998 The Company opens the "Taj
Exotica" in Bentota, Sri Lanka.
The Company establishes Taj GVK
Hotels and Resorts Limited with the
2000
GVK group to operate three hotels in
Hyderabad.
The Company is awarded the
management contract for the "Taj
Palace", Dubai.
2001
The Company launches the "Taj
Exotica Spa and Resort" in Maldives.
The Company obtains licences to
manage and operate two leisure
hotels: the "Rawal-Kot" in Jaisalmer
and the "Usha Kiran Palace", Gwalior.
2002
The Company acquires an equity
interest in "Regent Hotel" in Bandra,
Mumbai which is later renamed as
the "Taj Land End."
The Company relaunches its flag ship
2003
property as the "Taj Mahal Palace
and Tower."
Year Event
The Company launches its first
luxury serviced apartments,
"Wellington Mews" in Mumbai.
2004
The Company opens its first
economy hotel under the brand
"Ginger" in Bangalore.
The Company obtains a
management contract to
operate "The Pierre" in New
York, USA.
2005
The Company entered into a
management contract to
operate the "Taj Exotica" in
Palm Island, Jumeirah, Dubai.
The Company obtained the
operating agreement for the
"Umaid Bhavan Palace" in
Jodhpur.
The Company acquires the "W"
2006 hotel in Sydney, Australia which
is later renamed as the "Blue
Sydney".
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
2007 Boston."
The Company commences
operation of its second wildlife
lodge at Baghvan, Pench.
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
Facilities Gateways Saipalace Hotel Ginger
Hotel (Semi – Luxury) (Budget)
(Luxury)
Direct Dialing  Yes  Yes  Yes

Room Rates Rs.4500 + Rs.1800 + TAX Rs.950+

(Start with) TAX TAX

Spa  Yes Yes No

Health Club  Yes  Yes No

Swimming Pool  Yes  Yes No

 Comparison
Facilities Gateway Hotel Saipalace Hotel Ginger
(Luxury) (Semi – Luxury) (Budget)

Restaurant  Yes  Yes  Yes

Air-  Yes  Yes  Yes

Conditioner

Travel  Yes  Yes  Yes

Assistance
(on request)
Beauty  Yes  Yes No
Parlour
 Comparison
Facilities Gateway Hotel Saipalace Hotel Ginnger
(Luxury) (Semi – Luxury) (Budget)

Currency  Yes  Yes  Yes

Exchange /
All credit
cards
accepted
Doctor-on-  Yes  Yes  Yes
Call
24-hour Room  Yes Yes No
Service
Travel Desk  Yes  Yes  Yes
 Comparison
Facilities Gateway Hotel Saipalace Hotel Ginnger
(Luxury) (Semi – Luxury) (Budget)

Laundry  Yes  Yes  Yes

Service

Safe Deposit  Yes  Yes  Yes

Lockers
Multicusine  Yes Yes Restauran
Restaurants & ts & Bar
Bar

Business  Yes  Yes  Yes

Facilities
 Case Study
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.
 Guest 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 Arrival
 At 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 in
 Bell boy escorts the guest up to his room
 During stay
Services Given To The
Guest
 Room 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
 ProductivityORGANIZATION.
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
 What is Housekeeping?
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.
 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 Bathroom Amenities
2.Stationery 2.Gel
3. Postcards 3. Shampoo
4.Pens 4.Moisturizer
5.Laundry bags 5.Shoe horn
6. Utility Bags 6. 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.