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Bob James Abreo
Introduction
It gives a great sense of pride to actually believe and say that, ‘everything happens for the best.’ Almost
eight months ago there was an opportunity lost wherein the chance of going to the gulf and pursuing an
internship at the Hilton Resort & Spa in Ras-Al-Khaimah, United Arab Emirates was turned down due to
documentation issues. Nevertheless, the initial choice of pursuing the internship at Vivanta by Taj - Fort
Aguada, Goa was still open. It was tough in the beginning to accept the emotional disturbance of missing
such an opportunity but let us just say once again that, ‘everything happens for the best.’ It was not until
the beginning of the internship that there was a deep realization that this internship was going to be a
journey through all the operational as well as the sub departments and not just a single department as it
would have been in the case of the gulf. This would help in making decisions as per various observations
during the course of time at the hotel.
Therefore, it gives a great pleasure to welcome the reader in the world of true hospitality and to witness
the adventure of an internship at one of the most remarkable of all hotels in South Asia, The Vivanta by Taj
- Fort Aguada. It is not the property itself, but the parent company at large that has set a mark in hospitality
in South Asia and the world. It’s varied and rich heritage has engulfed many into saying that, ‘you can really
feel it with your eyes closed.’ Just the way world class hospitality should be like.
In this report, the reader will get the distinct honor of reading hard sought information about the hotel and
its various features which include rooms, outlets, facilities and work areas. It will also give the reader a
detailed view of the internal part of the hotel which includes the history, departments, hierarchy, schedule,
layout, procedures, interdepartmental relationships, equipment, tasks, observations and attachments as
well as pictures of the Resort.
a. History and growth of the hotel

The Vivanta brand is a contemporary brand under the Taj group of hotels and is expected to change
for good by the end of the coming season all across India and take on the title of Taj Hotels Palaces
Resorts & Safaris. Initially when the brand came into existence in September, 2010, it was regarded
as an architectural exercise similar to its sister project The Gateway Hotels.
‘Vivanta’ is defined as the perfect destination for global travelers and the ‘Bon vivant.’ It is also seen
as the next generation of cutting-edge hospitality. Its main tagline is, ‘An experience that always
inspires your senses. An experience that seeks to redefine the usual. An experience that serves up
the ordinary with a twist. That is Vivanta for you.’
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Front Office
The upscale category that the brand falls into replicates its very existence but, the private sector
that it is a part of in the Indian Hotels Company Limited is the very reason as to why the brand is
due to be scraped and reverted to the mother brand – Taj Hotels Palaces Resorts & Safaris. It also
reflects on the number of hotels that fell into this category domestically and internationally. The
growth of the hotel was average with a total of 19 hotels under the Vivanta flagship.
But on the whole, Vivanta started out as an experiment to redefine hospitality in Taj through
various observations and therefore, has sincerely succeeded in doing so to improve the standards
as well as the publicity of the company worldwide.
b. A brief description of the hotel that you are training in

Goa, the pearl of the orient. Home to one of the most luxurious 5-Star Deluxe properties in India,
the Vivanta by Taj – Fort Aguada. You can really experience a welcome when it comes to this
property which in 1974, heralding as it did the advent of tourism to Goa, virtually created the major
holiday destination it is today. With Goa being an erstwhile Portuguese colony, the hotel replicates
the heritage, art, culture, wild life, adventure, night life, beaches and others that avid holiday
makers would seek.
The Resort & Spa also offers outlets such as Latitude – the all-day multi cuisine dining restaurant,
Morisco – the traditional Goan specialty restaurant, the Martini Bar – adjoined to Morisco and
serves various beverages by the pool side, IL Camino – serving Southern Italian cuisine at its best in
a fine dining atmosphere, and SFX – the lounge bar that overlooks the Sinquerim Beach and the
Arabian Sea. Not to forget, Jiva Spa which was introduced to the world by Taj and is unlike others.
c. What is Tajness?
The change to ‘Tajness’ was highly anticipated during the start of the internship at the Vivanta by
Taj – Fort Aguada, Goa. The hotel had the distinct honor of being the first to convert from Vivanta
to Taj Hotels Palaces Resorts & Safaris as the rankings for the month of June displayed that the
progress made in sales all over India was topped by the property.
What is ‘Tajness’ you may ask? Tajness is basically the transformation of Vivanta into the mother
brand – Taj Hotels Palaces Resorts & Safaris. Of recent, it has been regarded by hoteliers all over
Asia as the ultimate change from a lower category hotel to the mother brand in the Taj group of
hotels. A title that fits the very definition of royalty and hospitality alike.
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Front Office
a. Organization mission statement

For many years the mission and vision statement of any hospitality related venture in the Indian
Hotels Company Limited has remained the same i.e. to ‘Embrace talent and harness expertise to
leverage standards of excellence in the art of hospitality to grow our international presence,
increase domestic dominance, and create value for all stakeholders’ being the mission statement
and E.A.R.T.H (Environment Awareness and Renewal at Taj Hotels) which focuses overall
improvement of the ecological environment which all are a part of.
In the recent months though, the launch of the much anticipated Tajness campaign all over Asia has
everyone excited over the new set of statements as well as the new tagline for the Taj group of
hotels. They are as follows: -
i. Mission statement: Create a sustainable value for all stakeholders.
ii. Purpose statement: To be a collection of globally reputable hotels seeking inspiration from
the nobility of Indian hospitality and heritage.
iii. Values statement: -
• Integrity: Conducting business fairly, with honesty and transparency.
• Mutual respect and understanding: Caring, compassion and humanity for our colleagues
and guests around the world.
• Excellence: Constantly striving to achieve the highest standards in our day-to-day work.
• Unity: Working cohesively with our colleagues, guests and partners, building strong
relationships.
• Responsibility: Responsible and sensitive to the countries, communities and
environments in which we work.
iv. Brand promise statement: We sincerely care for ‘You’: -
• Shareholder: Transparent and honest communication.
• Colleagues: Treat concerns with sincere care, urgency and respect.
• Owner: Strive to make you proud to be associated with us.
• Environment and community: Environmentally responsible hotel operations.
• Guest: We treat all our guest respectfully.
v. Message from the founder statement: “In a free enterprise, the community is not just
another stakeholder in business but is in fact the very purpose of its existence.”
vi. Tagline statement: Tajness, you can feel it with your eyes closed.
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Front Office
b. Area of the hotel
The five star hotel by the beach features approximately 300,000 square meters of villas and
cottages comprising of 143 rooms, including rooms and suites overlooking the sea, and the private
luxury Aguada Hermitage cottages and villas which are nestled in the hill side of the Taj Fort’s
sprawling grounds.
Taj Fort Aguada Beach Resort in Goa has everything you need for a perfect break, as well as a range
of spacious villas and cottages the hotel offers five restaurants and one bar, a Jiva spa, vibrant local
culture on tap where guests can discover many opportunities for fun around the hotel. This Goan
resort offers many activities for sporting enthusiasts from adventure mountaineering to tennis and
squash and with its exotic tropical beauty and pristine exotic beach where guests can relax in leisure
amidst the Balinese inspired landscape which covers over 73 acres of style around the hotel with
over an astounding 992 coconut trees .
c. The number and type of rooms

When the hotel had reverted from the mother brand to Vivanta back in 2010, the total number of
rooms present were 145 which included 15 newly renovated villas and 42 cottages. Today, the hotel
has also newly renovated not only their rooms but the cottages as well. The total number rooms
present as of now are 143 and are categorized in the following room numbers: -
MAIN SECTION SUB SECTION FLOOR ROOM NO.
Main building West wing Ground floor 101 – 120
First floor 201 – 208 & 211 – 218
Second floor 301 – 304 & 311 – 314
East wing Ground floor 121 – 130 & 131 – 140
First floor 221 – 228 & 231 – 238
Second floor 321 – 324 & 331 – 334
Hermitage Cottage - 401 – 438
Villa - 502 – 518
i. Superior Room Garden View with Sit Out

The Superior garden view rooms with sit out are located on the ground floor of the east
wing of the main building. They have a cozy sit-out overlooking the lawns, furnished with
comfy furniture. All rooms in this category have a mini bar, DVD player, television and
bathrooms with shower cubicle.
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Find rooms by looking for the numbers on Azulejos, the famous blue and white tiles, an art
tradition inherited from the Portuguese. Trust Vivanta when they say that, ‘you won’t feel
like stepping out of this room’. Spread across 280 to 312 square feet, Vivanta offers luxury at
its best!
• Beds: King size or twin beds
• View: Garden view
• Size: 280 to 312 square feet
ii. Deluxe Room Sea View

Deluxe Sea View rooms are located on the lobby level of the main building. They have a
splendid view of the sea. All the rooms in this category have a DVD player and television. A
fully-stocked minibar, unlimited access to the Wi-Fi and hair drier – having impressive
facilities for all kinds of guests. Spread across 280 to 312 square feet, the room is cozy as
well as spacious. With the shoe shining facility and ironing bed, we have made sure that not
even the smallest of your requirements go unnoticed.
• View: Sea view
iii. Deluxe Room Sea View with Sit Out

A fantastic room, with a great view of the sea – and a private sit-out! The Deluxe sea view
rooms with sit out which are located on the ground floor of the west wing of the property.
Sit comfortably in elegant cane garden furniture, while you look out over the west wing
lawns. With 280 to 312 square feet of space, these rooms are cozy as well as comfortable.
Enjoy complimentary access to Wi-Fi, while you place yourself comfortably in our
exceptionally designed study table and chairs. If you’re aiming for luxury, the experience
doesn’t get any better than this. Drape yourself in comfortable cotton towels and enjoy
access to a rest easy menu with your choice of pillows.
• View: Sea view
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Front Office
iv. Premium Indulgence Room Sea View with Terrace
The Premium sea view rooms with a terrace at – Fort Aguada, Goa offers a combination of
the two! The rooms are located in the main building and offer a spectacular view of the sea.
These spaces have a large terrace and an additional powder room. All the rooms also have a
DVD player, LCD television and well-designed bathrooms. Spread across 550 to 600 square
feet, the rooms exude immense warmth and comfort. Play your favorite music on the DVD
player and keep your spirits high with help from the minibar! The perfect way to celebrate
life – book a stay in this room.
• Beds: King size
• View: Sea view
v. Premium Indulgence Suite Sea View with Terrace

The Premium sea view suites with terrace are located in the main building and offer a
spectacular view of the sea. These rooms have one bedroom, a living room and a terrace. All
the rooms in this category have a Treat Yourself minibar, DVD player, LCD television and
plush bathrooms. The 550 to 600 square feet area is one of the best suites in Goa.
• Beds: King size
• View: Sea view
vi. Aguada Cottage Garden View

Fancy staying at a sophisticated cottage in Goa? The Aguada cottages with garden view at
Fort Aguada, Goa should be your first choice! Offering a spectacular landscape view, these
cottages redefine the meaning of comfort. With lush lawn sit outs, this is the perfect space
to soak up the enchanting views. With a 32” LCD television and surround sound, keep
yourself entertained at all times. Vivanta’s aim to personalize your experience as much as
possible – so enjoy rollaway beds, complimentary tea and coffee and a 24-hour ‘in room
dining’ facility! With an area of over 380 to 400 square feet, these cottages offer indulgence
at its best!
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vii. Hermitage Villa Garden View
The Hermitage Villa with a garden view is spread over 700 to 800 square feet – a beautiful
standalone villa with a bedroom and a living room, a private lawn and garden furniture with
parasols. Well-equipped with facilities such as a complimentary tea/coffee maker and fancy
bath amenities, a stay in this villa guarantees the perfect combination of business with
pleasure. A study table and chair will help you carry out business in the perfect manner. All
the villas with garden view in Goa have a Treat Yourself minibar, DVD player, LCD television
and bathrooms with a bathtub. Find your room by looking for the numbers on Azulejos, the
famous blue and white tiles, an art tradition inherited from the Portuguese.
• Beds: King size
viii. Hermitage Bay View Villa Two Bedrooms

Hermitage bay view villa with two bedrooms is a standalone villa with a panoramic sea view.
It offers a contemporary space with a private sit-out, perched on top of a hill and comes
with a view to reckon with. Luxury Bliss Villa guests have access to two bedrooms, a living
room, dining room and private lawn with garden furniture and parasols. All rooms in this
category have a fully-stocked minibar, DVD player, LCD television and bathrooms with a
bathtub. The perfect amalgamation of luxury and bliss, only at the finest hotel in Goa – Fort
Aguada, Goa!
• Beds: King size
• View: Bay view
• Size: 1,650 square feet
ix. Hermitage Villa Sea View One Bedroom

A villa with a sea view. Do we need to say more? Welcome to the best of the best – the
Hermitage Villa with a sea view at – Fort Aguada, Goa. The luxurious standalone villas have a
bedroom and a living room, a private lawn and garden furniture with parasols. Soak in the
unending charm of the Arabian Sea, with 700 to 800 square feet of space. These rooms are
some of the best villas with sea views in Goa. If you’re looking for a peaceful environment
with grand interiors, this should be your pit stop!
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Front Office
Equipped with the most basic yet luxurious facilities, you will not be disappointed.
• Beds: King size
• View: Sea view
x. Presidential Villa Three Bedrooms

This standalone villa offers guests a spectacular sea view. Vivanta’s special guests here are
treated to three bedrooms, a living room, dining room with an attached kitchenette and
private lawn with garden furniture and parasols. Spread across 2,253 square feet, your
experience from beginning to end will be enchanting. From cotton robes, shoe shining
facilities and dental/shaving kits to other vanity requirements, everything you need will be
taken care of. Just say the word and you’ll have it at the Premium Temptation Villa with
three bedrooms, at Fort Aguada! One of the most spacious suites in Goa, these villas will
keep you mesmerized. You can also find your room by reading numbers on the Azulejos
tiles, using the Portuguese art form to enrich your experience.
• Beds: King size
• View: Sea view
• Size: 2,253 square feet
d. Rack rates
SECTION TYPES ROOM CATEGORY RACK OR INDICATIVE RATE
Main building Double Bed Superior Garden View with Sit Out Rs. 7000/-
or Twin Bed Deluxe Room Sea View Varying Prices
Deluxe Room Sea View with Sit Out Varying Prices
Premium Room Sea View with Terrace Rs. 10,500/-
Suite Premium Suite Sea View with Terrace Rs. 17,000/-
Hermitage Cottage Aguada Cottage Garden View Rs. 10,500/-
Villa Hermitage Villa Garden View Rs. 16,000/-
Hermitage Bay View Villa Two Bedrooms Rs. 66,000/-
Hermitage Villa Sea View One Bedroom Rs. 1,66,000/-
Presidential Villa Three Bedrooms Rs. 1,66,000/-
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Bob James Abreo
e. F & B outlets
It’s all about the food and enjoying meals that celebrate the spirit of Goa. Vivanta by Taj – Fort
Aguada Resort & Spa, Goa has some of the top restaurants in Goa. You can enjoy Goan cuisine in
the perfect surrounding not to mention a pristine view of the Arabian no matter where you dine.
The flavors and aromas, the live cooking experience – it can’t get any better! Mentioned below are
the four restaurants and bar that deliver excellence in the field of food and beverages.
i. Latitude
All-day Delicious. You don’t step out to dine; you step-in to gain an experience. Latitude
spoils you for choice by offering you a fascinating range of Continental, Oriental, Goan and
North Indian cuisine. The look at one of the best seaside restaurants in Goa is chic; the vibe
informal, splashes of color, trendy furnishings and artistic food presentations set the tone as
soon as you enter. This trendy restaurant is built with elements of the sea. A vibrant
interactive kitchen and an elaborate buffet spread to create a special dining experience. The
horseshoe-shaped wooden deck seating is delightful. Feel the open air here, with the
eclectic Latitude on one side and the pool overlooking the Arabian Sea on the other side. Sit
back and relish a menu specially designed by our chefs, at one of the best all-day restaurants
in Goa!
• Cuisine: Multi-Cuisine
• Average cost for two: 2000 + taxes
• Hours: 07.30 to 23.30
• Signature dishes: Chicken Cafreal or Prawn Karwari
ii. IL Camino
Bon Appetit! All Italian. If that’s what you want, this is the place. The illumination, the
paintings on the wall and the chimney in the center of the restaurant add to the rustic
charm. IL Camino means ‘The Chimney’ in Italian. The circular shape of the restaurant gives
it an easy flowing feel. Adding to the latest innovations is the open show kitchen where a
large pizza oven bakes delightful thin crust pizzas. The Italian spread at one of the best
Italian restaurants in Goa features an array of antipasti, soups and mains. The restaurant has
large French windows overlooking the Arabian Sea. The best part about it, reservations can
be booked at the Front Desk for private dining outside the restaurant for an open air feel as
you gaze upon a moonlit-starry night while you listen to the waves and feel the breeze of
the mesmerizing Arabian Sea.
• Cuisine: Italian
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Front Office
• Hours: 19.30 to 22.30
• Signature dishes: Pollo Castellena, Ravioli di Cipollee, Porcini Ravioli of Caramelized
Onion and Porcini with Mascarpone
iii. Morisco
Morisco has fresh written all over it! This elegant grill, overlooking the Candolim-Calangute-
Baga beach stretch, serves fresh seafood. Our Chefs offer the finest preparations from
continental and Goan cuisine. You will be spoilt for choice! The live interactive kitchen works
wonders with the freshest seafood. Try resisting the tiger prawns and lobsters. Come,
experience seafood like never before.
• Cuisine: Seafood, Grill
• Hours: 19.30 to 22.30
• Signature dishes: Tempura Fried King Prawns and Goan Morso Grill
iv. SFX Lounge

The lounge bar by the sea serves a variety of snacks and fast food. It also serves a vast array
of beverages which include cocktails and mocktails which complement the environment
adding to the fact that you’re close to the beach. There are also live chaat counters setup in
the evenings for guest to watch the magic of the Indian streets wherein a package of Rs.
400/- gets you a satisfying platter of various kinds of ‘chaat’ as well as two cups of ‘chai’
complementary.
• Cuisine: Seafood, Grill
• Hours: 11.00 to 23.30
• Signature dishes: Snacks and Beverages
v. Martini Bar
The specialty bar, serves a large selection of wines, spirits, beers, cocktails and snacks. It is
attached to Morisco, and enjoys a view of the sea and the pool. It was also a privilege when
the training commenced that there was a live demonstration for cocktails and mocktails.
Learning how to complement various beverages with each other and therefore,
understanding how to blend them was superb.
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The overall experience at the bar is worthwhile as you have skilled professionals performing
bar stunts while preparing your refreshment.
• Cuisine: Bar
• Hours: 19.30 to 22.30
• Signature drink: Seasonal Fresh Fruit Martini
f. Other services and facilities provided

Hotel Facilities: -
i. Business center: Vivanta offers its guest a brilliant business center as a part of conferences
taking place in the meeting room and the banquet venues. The business interactions can
decide the fate for many companies in the future and there require a calm and peaceful
surrounding for which decisions can take place. The hotel therefore offers the best for the
best in order to make sure that everything runs smooth and efficiently in terms of others
interests.
ii. Doctor on call: There is a doctor on call for any guest not only in the hotel premises but
within the radius of the hotel perimeters in case of serious in injuries. Dr. Godinho MBBS
who has been a general Physician for the last 40 years is appointed as the head doctor of the
property and is available for opinion 24x7.
iii. Swimming pool (including children’s pool): When it comes to the swimming pool, nothing is
more pristine than the view in the background as swim peacefully. The pool has been
designed in such a manner that it overlooks the Sinquerim beach as well as the Arabian
Ocean and can be facilitated with drinks from two F & B outlets, namely the SFX Lounge and
the Martini Bar. As for the children’s pool, guest can request for the Front Desk to actually
transfer them for a day at the neighboring property i.e. the Vivanta by Taj Holliday Village as
both hotels share most of the amenities owned respectively.
iv. Ample car parking: Not to see this point of view in terms of exaggeration, but for real
Vivanta does offer everyone that visits the property to witness the spacious parking which is
a plus point as the very first gesture is the last they say. So what is more important than to
start off with your adventure at Taj with an ample amount of space for eased parking?
v. Travel desk: The travel desk facilitates all our guest with destinations may it be personal or
from the hotel’s side of things. The hotel arranges for transport either outsource or insource
may it be airport drops, adventure or business oriented. Coaches are 24x7 operational for
airport duties as well as the taxi drops given by the company vehicles.
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Front Office
vi. Meeting room: -
• Aguada ballroom: Measuring 2,006 square feet, The Aguada Ballroom is a well-
appointed, stylish and energetic banquet hall. Equipped with the latest technology, it is
the perfect place to have some fun!
• The Hermitage Centre: A spectacular view of the Arabian Sea. French windows. Organize
a workshop or a creative session at The Hermitage Centre, which has its own private
lawn.
• Sunset point: This quixotic location next to Bay View Point is just the spot for intimate
gatherings and casual business meetings. Your guests will be delighted with the
panoramic coastal view and invigorating sea breeze.
vii. Outdoor banquet venues: -
• Bay view: A colossal 10,00,00 square feet space spread across immaculately tended
lawns overlooking the Aguada Bay, this location provides the perfect accommodation in
Goa for wedding receptions and corporate launches.
• Fish tail: Facing the fort ramparts, our fish-spaced al-fresco venue on landscaped greens
is designed for niche events and fabulous photography.
Wellness Facilities: -
i. Fitness center: The fitness center can be used by both the hotels though it originally belongs
to the Vivanta by Taj Fort-Aguada. The fitness center provides a 24x7 gymnasium as well as
other sports activities such as: -
• Table Tennis
• Squash
• Billiards
• Carom
• Tennis
ii. Spa: Taj’s award-winning spa brings the essence of the Indian wellness traditions and the
promise of spiritual rejuvenation in a serenely luxurious space.
• Signature experiences: Through an in-depth understanding of traditional Indian practices
and ancient rituals, we at Taj Jiva have created an exclusive range of signature
experiences with a royal touch.
• Indian therapies: With a rich heritage, India is recognized globally as a land of spiritual
wellness. The goodness of time-tested therapies remains unchallenged even in the
modern world and continues to be practiced in certain parts of India.
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Vivanta brings you the wonders of these Indian therapies through treatments, specially
curated for you by Jiva spa.
• Indian Aromatherapy: A true treat for the senses. Indian Aroma therapies as the name
suggests takes you on a sensorial journey using signature essential oils. A relaxing
massage involves oils generously applied and absorbed by the skin to ensure that their
relaxing and therapeutic properties are felt throughout the body. One can choose from
our varied range of all-natural spa blends.
• Body rituals: Exfoliate, indulge and renew with an exclusive range of concoctions that are
prepared using the freshest ingredients. We combine Indian herbs, sea salts and pure
essential oils whose essential benefits and goodness are still intact and will help in
nourishing your body. The therapeutic properties of these scrubs and wraps will cleanse
and moisturize your skin, leaving it with priceless glow.
• Yoga and meditation: An ancient practice that’s proven to relieve stress and give you a
sound mind and body, yoga represents the universal need to evolve and transcend all
limitations. Here, at Jiva Spa, we offer yoga under the guidance of the Bihar School of
Yoga, a holistic form of Yoga achieved through an amalgamation of physical,
psychological and spiritual aspects of our lives. Set against the backdrop of the tranquil
Taj architecture and landscape, the experience is truly transcendental.
• Beauty: It’s no secret that beautiful skin requires careful regime and a frequent dose of
calm. Find this unique combination at Taj Jiva’s beauty treatments that are made using
natural and age old ingredients. These treatments have been carefully crafted with a
comprehensive understanding of the therapeutic goodness of Indian herbs and rich
essential oils to make your journey to great skin as rewarding as possible.
• Spa indulgence: Get ready to feel the weight of the world leave your shoulders with an
indulgent experience at Taj Jiva. Our select range of exquisite service includes beauty
and wellness treatments that befit royals. As always, we combine the best ingredients to
offer you everything from glowing skin to a rejuvenated mind and body. Whatever you
choose to indulge in, the experience will leave you deeply refreshed and renewed all
over.
Other Conveniences: -
i. Children’s activity center: ‘Giggles’ as it is most affectionately called by the regular guest is
the children’s activity center wherein guest can leave their ward in the safe hands of the
Activities staff from the Front Office.
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Front Office
There various things to do at the center such as: -
• Coloring
• Bookmark making
• Card making
• Craft making
• Plate painting
• Glass painting
• Mural painting
• Mug painting
• Wall painting
• Magic shows
• Video games
ii. Adventure activity: Most of the adventure filled activity is owed to the fact that the hotel is
located in an area that offers a natural landscape for attempting rare sports. Therefore, the
hotel facilitates adventure activities such as: -
• Trekking
• Rock Climbing
• Rappelling
• Jummaring
• Tyrolean Traverse
iii. Taj Khazana: The Khazana is a signature when it comes to Taj as it is the brands world
renowned boutique shop where you can purchase antiques and other valuables that are in
sync to the location of the hotel and the location’s heritage.
Room Facilities and Amenities: -
i. Bed and bath: Bath amenities are Forest Essentials made from natural ingredients.
ii. Internet access: Wi-Fi services for resident guests (terms and conditions apply). Basic access
– complimentary (up to 2 devices per room) and Premium access – at a nominal charge.
iii. Entertainment: 32" LCD TV and DVD player
iv. Room features: Dual-line telephones, electronic safe, use of the pool and fitness center,
treat yourself cabinet with a selection of snacks, chocolate treats and beverages (charges
apply), infant cribs for infants aged 0-2 years available on request on complimentary basis,
and rollaway or extra Beds are available on additional charge on a per night basis.
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v. Services & amenities: Complimentary personal tea/coffee makers, mineral water and
newspapers, 24-hour in-room dining, housekeeping service twice daily – morning cleaning
and evening turndown, iron and ironing board, and shoe shine facility.
vi. Facilities and amenities provided on complimentary basis, on request: 100% cotton robes,
bedroom slippers, non-smoking rooms available, physically challenged rooms, baby crib,
fruit basket, and dental/shaving kit.
g. Goals and strategies

Mostly luck paid its part when it came to gaining valuable information during various events at the
Hotel. One such event that occurred was the visit by Mr. Fahrat Jamal, the Senior Vice President–
Operations of Indian Hotels Company Limited. He is responsible for hotel operations in Western
India and Africa. As one of the few select trainees to meet Mr. Jamal and have a mellow
conversation about the interests of the Vivanta brand in the market, it became clear that the main
goals and strategies are based on the ARR/RevPAR and the NPS of the hotel.
ARR (Average Room Rate) is a hotel KPI which measures the average rate per available room. It can
also be used to measure the average rate for a longer period of time.
ARR Formula= Total Room Revenue / Total Rooms Occupied
While RevPAR (Revenue per Available Room) is a very classic KPI and regarded as one of the most
important financial calculation for any hotel to see how much revenue they have made within a
certain period of time.
RevPAR = Rooms Revenue / Rooms Available
And last of all the, NPS (Net Promoter Score) is precisely an index ranging from -100 to 100, used to
assess to what extent a customer would recommend a certain company, product or service to
others in the market. Such a quantitative customer satisfaction score can be used to make
comparison over time or between different industries. It solely works on guest answering feedbacks
on the official guest relations site and get a total score from 1 to 10 with 1 being the detractor and
10 being attractor. This in turn helps the company decide whether they are in league with their
competitors in the market. It was also an opportunity to work in the Sales & Marketing department
for three weeks and learn about how they base different strategies for different competitors in the
vicinity. Their primary targets include Novotel, Hyatt Place, W, Marriot, Doubletree by Hilton and
the Grand Hyatt.
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Front Office
Front Office organization and hierarchy of staff
a. Front Office organization
i. Front Desk: The Front Desk undertakes all receptionist and clerical duties. It is the desk at
the main entrance. It is the “face” of the company for all visitors and is responsible for the
first impression the hotel makes. The Front Desk will have operational managers and staff
having a friendly and easy going personality while also being very perceptive and disciplined.
It is their job to deal with complaints and give accurate information. One of the key
disciplines is to have a customer-oriented approach. The goal is to make guests and visitors
feel comfortable and valued while on hotel premises.
• Reception: The reception is responsible for handling the main issues at the front desk
and administrational duties, including greeting guests and offering them a beverage,
answering phones, handling company inquiries, and sorting and distributing mail.
Schedule meetings and travel for executives also.
• Cashier: Posts revenue center charges to guest accounts, receives payments from guest
accounts at check-out, and coordinates the billing of credit card and direct-billed guest
accounts with the accounting division. All guest accounts are balanced by the cashier at
the close of each shift. The Cashier is only entitled to answer guest inquiries regarding
fees and services.
ii. Guest Services: Oversees all guest services operations, including PBX, bell staff, and
transportation services to ensure quality and guest satisfaction. The guest services desk
must also have a base knowledge of property management software (PMS) in case of
queries whenever there aren’t any Front Desk associates around.
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Bob James Abreo
Guest services desk is also responsible to physically carry out the welcoming ritual during
arrivals and safe farewell rituals at the time of departure.
• Travel Desk: The travel desk helps people plan, choose and arrange their holiday while
they stay at the hotel. The desk will usually work to a budget set out by whoever is the
guest in charge of the group or family. It also offers advice and opinions on where to go
and local tourist attractions, events and customs.
• Activities: They deal with the daily arrangement of complementary or chargeable
activities that the hotel offers to guests. They hand out brochures daily to various
departments so that they can reach to guest through various means. The activities desk
is also responsible to work side by side with the travel desk in case of planning picnics for
large groups or families which are also filled with sports activities. The activities desk can
also guide guests and assist them in planning activities with outsource companies in the
vicinity for example, water sports, etc.
• Bell Desk: Bell desk is an extended arm of Front Office. There are many activities at the
time of arrival, during stay and at the time of departure of guest which cannot be carried
out from the front desk but are to be carried out essentially, in order to provide services
to the guest. As the name suggests it is a small desk/counter in the lobby near the main
entrance of the hotel. The bell desk should be situated in clear view of the front desk,
cashier and particularly the doorman standing outside the lobby, so that the doorman
may signal for a bellboy at the arrival of a guest. Further, it is also important that the bell
desk is situated near the luggage center and luggage entrance. As a member of the bell
desk during the course of training in the Front Office, there was a lot of spare time to
learn a lot from other sections in the department.
iii. Back Desk: The Back Desk mostly comprises of sections that do not directly communicate
with guest but are vital in assisting the guest via electronic communication when it comes to
processes like booking, etc. Some of the main sections under this are Reservations, Sales,
Operators, etc. Though there are just three at the Vivanta by Taj Fort-Aguada, they do not
exactly function the way they are supposed to in terms organization. The Reservations and
Sales department are both linked together and are situated away from the Front Office.
They form a totally new main department of their own. They communicate via extension or
PMS to the Front Office. The Operators is the same as usual.
• Reservation: Responds to communications from guests, travel agents, and referral
networks concerning reservations arriving by mail, telephone, telex, cable, fax, or
through a central reservation system.
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Front Office
The reservations department creates and maintains reservation records-usually by date
of arrival or CRS numbers and alphabetical listing on the PMS software ‘Opera’ and
prepares letters of confirmation and promptly processes any cancellations and
modifications. Additional duties may include preparing the list of expected arrivals for
the Front Office, assisting in preregistration activities when appropriate, and processing
advance reservation deposits.
• Sales: The task of this department is quite simple-they must sell the hotel facilities,
hopefully well into the future. It deals with selling the hotel in various sectors of the
country for example; the country or region is divided in to four parts that is an audience
either from North, South, East or West. Each of these four areas will have a person in
charge that is familiar with the type of languages that are spoken in those regions and
will communicate with guest over events or holidays. There will also be analysis on the
competitors in the market and to compare their products with those of the Hotel and
them amend them through the companies R&D department.
• Operators: A department that deals with the interception of calls from guest and callers
from outside the property. Personnel in this section are required to have the necessary
skills of speaking clearly, distinctly, and with a friendly, courteous tone. He/ She have to
use listening skills to put callers at ease and obtain accurate, complete information. The
personnel should also know how to operate the PBX system or switchboard in order to
answer incoming calls and direct them to guest rooms. The section also takes and
distributes messages for guests, provides information on guest services, and answers
inquires about public hotel events.
iv. Night Audit: The Front office Audit is usually referred as Night Audit because hotels generally
perform it during the late evening hours. Before the implementation of automated front
office systems, the most convenient time to perform the audit was during the late evening
and early morning hours, this helps the front office personal to work with minimal
interruption and also most of the hotel outlets and revenue centers are closed during this
time.
The audit is a daily review of guest account transactions recorded against revenue center
transactions. The routine helps guarantee the accuracy, reliability and thoroughness of front
office accounting.
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Bob James Abreo
b. Front Office hierarchy
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Front Office
Duties and responsibilities
a. Operations manager
• Responsible for the operations in all departments.
• Support and work with all Head of Departments in all aspects of running this hotel.
• Ensure the premises are in operative condition as per category of the unit to receive &
serve the guests.
• Randomly inspects the F & B and Kitchen stores to check the stock in hand with the F & B
Manager & Chef.
• The operations manager inspects all departments for SOP implementation.
• He or she also inspects all departments with the respective managers for the cleanliness,
ambience, service readiness, staff grooming & hospitality culture of the hotel.
• Monitor the co-ordination between all departments for smooth & efficient operations.
• Meet all dept. heads to review & train the staff to upkeep the human capital.
• Identifying staff learning needs and assisting with development
• Conduct weekly / Daily meeting with marketing people for enquiry & follow up &
conversion to grow up the business.
• Be on available on call 24 hours a day to resolve any urgent problems on emergencies.
b. Front Office manager

• Trains, cross –trains, and retrains all front office personnel.
• Participates in the selection of front office personnel.
• Schedules the front office staff and supervises workload during shifts.
• Evaluates the job performance if each front office employee.
• Maintains working relationships and communicates with all departments.
• Maintains master key control.
• Resolves guest problems quickly, efficiently, and courteously.
• Works within the allocated budget for the front office.
• Checks cashiers in and out and verifies banks and deposits at the end of each shift.
• Conducts regularly scheduled meetings of front office personnel.
• Prepare performance reports related to front office.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance,
monitor credit report and maintain close observation of daily house count.
• Monitor high balance guest and take appropriate action.
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Bob James Abreo
• Operate all aspects of Front Office computer system, including software maintenance,
report generation and analysis, and simple configuration changes.
• Prepare revenue and occupancy forecasting.
• Maintain required pars of all front office and stationary supplies.
• Maintain an organized and comprehensive filing system with documentation of
purchases, vouchering, schedules, forecasts, reports and tracking logs.
c. Duty manager
• Greets the VIP guests of the hotel. As directed by the Front Office manager, Performs
special services for VIP Guest’s.
• Assists in VIP’s arrival departure in absence of guest relation officers.
• Checks cleanliness of lobby and public areas, lights and as well as front office staff in
proper and orderly appearance and behavior.
• Checks on registration cards of arriving guests and ensures all information should be
filled on each cards either by Guest Relation Officers or the guests.
• Gives the instructions to the Night Reception, during the high occupancy periods,
regarding: walk-in guests and release room blocked because of no- shows
• Prepares and checks for VIP’s arrival and escorts guests to rooms.
• Operates the front office computer system in order to assist front office attendants.
• Handles guest complaints and other related problems and reports on the Assistant
Manager’s log book.
• Approves and sign for allowances, rebates etc., as required by Front Office Cashier.
• Follows up in credit check report, liaise with credit manager.
• To responsible for front office operation during the absence of Front Office Manager
(HO).
• Approves the working schedule for the front office attendants and submits them to front
office manager (HO).
d. Supervisors
Supervisors may also refer to the various sectional heads within the Front Office. Most of these are
as follows along with their duties and responsibilities: -
i. Receptionist
• To undertake front of house duties, including meeting, greeting and attending to the
needs of guests, to ensure a superb customer service experience.
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Front Office
• To build a good rapport with all guests and resolve any complaints/issues quickly to
maintain high quality customer service.
• To deal with guest requests to ensure a comfortable and pleasant stay.
• To assist in dealing with customer complaints in an effective and courteous manner,
providing or seeking solutions as quickly as possible.
• To undertake general office duties, including correspondence, emails, filing and
switchboard, to ensure the smooth running of the reception area.
• To ensure that all reservations and cancellations are processed efficiently.
• To administer the general petty cash system and float in an accurate manner.
ii. Cashier
• Operates front office posting software.
• Obtains the house bank and keeps it balanced.
• Completes cashier pre-shift supply checklist.
• Completes guest check-in procedures.
• Clarifies customers question or concerns about the charges on their bills.
• Maintains adequate supplies of outlet stationery for cashiers.
• Assists with distribution of month end reports as directed by accounts or front office
manager.
• Maintains a track of all high balance guests.
• Check and follow up on all bills on hold.
• Check the billing instructions are correct for all expected departure guest and sets up
required auto routing or auto transfer on the PMS / Guest folio.
• May also perform a variety of banking services for guests, Such as check cashing and
foreign currency exchange.
• Follow up on all deposit dues / deposit to be paid.
• Post charges to guest accounts.
• Completes guest check-out procedures.
• Posts non-guest ledger payments.
• Makes discount adjustments.
iii. Concierge
• Develops a strong knowledge of the hotel's facilities and services and of the surrounding
community.
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Bob James Abreo
• Provides guests with information about attractions, facilities, services, and activities in or
outside the property.
• Makes guest reservations for air or other forms of transportation when requested.
• Organizes special functions as directed by management.
• To ensure a proper use of the telephone etiquette standards.
• To oversee the concierge operations, doormen, bellmen, valet parking and to supervise
the area ensuring that all standards and procedures are fully known and followed.
• To ensure that guest luggage records are accurately maintained and all special requests
are met.
• Process and deliver messages for Guests.
• Stay current and up to date with all hotel services as well as daily VIP requests and
special events.
• Coordinates guest requests for special services or equipment with the appropriate
department.
• Contacts roomed guests periodically to ascertain any special needs.
iv. Activities head

• Plan daytime and evening activity sessions.
• Plan and organize all full and half day excursions in conjunction with the Front Office
manager.
• Ensure all activities are advertised and promoted within the hotel.
• Attend department meetings as necessary.
• Maintain accurate records of expenditure on the maintenance of adventure equipment.
• Assist with guest transfers to and from airports.
• Respond to general emergencies at all times.
• Maintain appropriate levels of guest welfare, discipline and safety.
• Assist guests in adventure sports and activities.
v. Bell captain
• Ensure that bell desk is manned at all times.
• Keep working area, clean and tidy always.
• Ensure that smooth and fast baggage handling for all arrival or departure guests.
• Attend all guest calls for Bell stand or Door Services related services.
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Front Office
• Errand cards are filled in for all baggage movements (Check-in, Check-out, Left luggage
etc.)
• For any guest requests follow up call to be made back to the guest to verify complete
satisfaction.
• Check the inventory of items on loan, and all items are collected at the time of on or
before check-out.
• Update luggage movement register and sign off daily.
• Guest and other department’s letters, couriers are distributed properly and accurately.
• Ensure that all bills are paid and room keys returned before guest depart from the hotel
premises.
• Ensure that hotel shuttle bus service and airport transfer are carried out smoothly and
properly.
• Order required newspaper for next day and monitor delivery of newspapers to each
occupied guest room.
• Checks the daily arrival list for VVIP's or guests with special need.
• Greet all guests in the lobby in a warm and professional manner, make them feel
welcome and anticipate their needs before they arise.
• Inform guest about all hotel and guest room features, hotel facilities and emergency
procedures.
• Make deliveries to guest rooms as instructed.
• Assist the security team in scanning all guest luggage.
vi. Reservations manager

• Having knowledge of entire Reservation Procedure according to International Hotel
manual system.
• Responsible for Hotel and Local Reservations and Reservation - Links to Best Western
World Wide.
• Handling of correspondences, sorted - out letters, telexes, fax, cables which are checked
already by Front Office Manager.
• Allocate daily tasks to Reservations staff.
• Review reservation booked daily.
• Review arrival report daily.
• Responsible for training staff.
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Bob James Abreo
• Responsible for recording Company/Travel Agent Rates both in system and
correspondence file.
• Lease with Sales Department in regards to occupancy, Rates Reservation's Analysis.
• Knowledgeable in hotel and guest room facilities or services and ensures reservations
agents are equally knowledgeable.
• Ensure special handling of repeats guest and very VIP guest.
• Monitors and coordinates group reservations activity with the Sales Department and
Revenue Manager.
• Follows up tentative bookings and update reservation status.
• Review room blocking for Long Stay. Suites and special group request.
vii. Director of Sales

• Determines annual unit and gross-profit plans by implementing marketing strategies;
analyzing trends and results.
• Establishes sales objectives by forecasting and developing annual sales quotas for
regions and territories; projecting expected sales volume and profit for existing and new
products.
• Implements national sales programs by developing field sales action plans.
• Maintains sales volume, product mix, and selling price by keeping current with supply
and demand, changing trends, economic indicators, and competitors.
• Establishes and adjusts selling prices by monitoring costs, competition, and supply and
demand.
viii. Head of operators

• Answers incoming calls.
• Directs call to guest rooms, staff, or departments through the switchboard or PBX
system.
• Places outgoing calls.
• Receives guest messages and deliver the same to the guest.
• Logs all wake-up call requests and performs wake-up call services.
• Provides information about hotel services to guests.
• Understand the telephone operator board or PBX switchboard operations.
• Assists in reporting telephone equipment or service complaints and problems.
• Following telephone etiquette.
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Front Office
• Multitasking abilities will always come in handy, because a switchboard operator may be
asked to do other jobs as well.
• Keep records of calls placed and received by all departments and recording the call
charges.
• Setup conference calls in different locations and time zones.
• Provide relay service for hearing-impaired guests.
ix. Night auditor

• Posts room charges and taxes to guest accounts.
• Processes guest charges voucher and credit card vouchers.
• Post charges to the guest accounts that have not been posted or were incurred on the
night audit shift.
• Transfer charges and deposits to master accounts.
• Checks to see that all charges are assigned to the appropriate departments.
• To verify that all transactions performed at the front desk are supported by
documentary evidence and signatures as necessary and that they have been correctly
posted and allocated in to PMS system.
• To verify that all charges posted from the POS Software, SPA software had reached the
correct guest folios and also not missing.
• Monitors the current status of coupon, discount, and other promotional programs.
• Is able to function as a front desk agent especially in terms of check-in and check-out
procedures.
• Tracks room revenues, occupancy percentages, and other front office statistics.
• Prepares a summary of cash, check, and credit card activities.
• Prepare of End of day procedure.
• Performs wake-up calls.
• Respond to guest needs, special requests and complaints and alert the appropriate
manager as needed
e. Associate
• Register guests and assigns rooms. Accommodates special requests whenever possible.
• Assists in preregistration and blocking of rooms for reservations.
• Understands room status and room status tracking.
• Knows room locations, types of rooms available, and room rates.
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Bob James Abreo
• Must be sales-minded. Presents options and alternatives to guests and offers assistance
in making choices.
• Uses suggestive selling techniques to sell rooms and to promote other services of the
hotel.
• Knows the location and types of available rooms as well as the activities and services of
the property.
• Coordinates room status updates with the housekeeping department by notification
housekeeping of all check outs, late checkouts, early check-ins, special requests, and day
use rooms.
• Possesses a working knowledge of the reservations department.
• Knows how to use front office equipment.
• Works closely with the housekeeping department in the keeping room status reports up
to date and coordinates requests for maintenance and repair work.
• Uses proper telephone etiquette.
• Uses proper mail, package, and message handling procedures. Courier Mail Register
• Reads and initials the pass-on log and bulletin board daily. Is aware of daily activities and
meetings taking place in the hotel.
• Reports any unusual occurrences or requests to the manager or assistant manager.
• Maintains the cleanliness and neatness of the front desk area.
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Front Office
Training schedule in the Front Office
a. Bell desk (Morning shift – 09:00 a.m. to 06:00 p.m.)

TIMINGS TASK TO BE PERFORMED
09:00 a.m. Morning shift begins
09:00 a.m. – 10:00 a.m. Attend to arrivals and departures
10:00 a.m. – 10:15 a.m. Morning tea time
10:15 a.m. – 11:00 a.m. Continue with arrivals and departures
11:00 a.m. – 11:30 a.m. Refill the welcome drinks at SFX Lounge Bar
11:30 a.m. – 12:30 p.m. Help other sections of the department to gain knowledge
12:30 p.m. – 01:00 p.m. Lunch time at the ‘My Space’ employee cafeteria
01:00 p.m. – 01:30 p.m. Can have a break or read newspapers in the men’s restroom
01:30 p.m. – 04:00 p.m. Attend to family or group arrivals and departures
04:00 p.m. – 04:15 p.m. Evening tea time
04:15 p.m. – 05:00 p.m. Collect equipment for the Front Office from Stores
05:00 p.m. – 05:30 p.m. Print and pack departure letters and post them to the respective room
05:30 p.m. – 06:00 p.m. Print and pack welcome letters for families or conference groups
06:00 p.m. End of shift (could be extended on rush days but not more than an hour)
b. Bell desk and reception (Night shift – 11:00 p.m. to 8:00 a.m.)
TIMINGS TASK TO BE PERFORMED
11:00 p.m. Night shift begins
11:00 p.m. – 12:00 a.m. Attend to arrivals and departures if any
12:00 a.m. – 01:00 a.m. Xerox copies of registration cards and guest ID’s
01:00 a.m. – 02:00 a.m. Collect bills from various F & B outlets and segregate
02:00 a.m. – 03:00 a.m. Attach bills and tax invoice sheet from cashier to original registration cards
03:00 a.m. – 06:00 a.m. Attend to walk-in guests as well as early check-out departures
06:00 a.m. – 06:30 a.m. Fold incoming TOI newspapers and pack them in newspaper bags
06:30 a.m. – 07:00 a.m. Deliver the newspapers to their respective rooms and hang on the door knob
07:00 a.m. – 08:00 a.m. Attend to arrivals and departures as well as tidy back area and back desk
08:00 a.m. – 08:30 a.m. Breakfast time
08:30 a.m. End of shift (could be extended on rush days but not more than an hour)
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Bob James Abreo
Procedures and functions performed during various shifts
During the course of training in the Front Office, the Bell Desk was a home like no other. Unfortunately, the
hotel focusses on deploying male trainees in the Bell Desk and female trainees in the reception or any
other administrative oriented section. But, nevertheless there was always an hour every day to learn
something new from other sections in the department and that would be more than enough. Therefore,
most of the daily procedures and functions are Bell Desk oriented apart from the time there was help
needed by any other section.
a. Morning shift
The morning shift was always filled with excitement. One can say that you really feel like working
when the conditions are right though sometimes there will always be someone to bring the mood
down. The time assigned was 9:00 a.m. to 6:00 p.m. and the best part about it would be that the
Front Office always has good personnel working for it, so leaving on time would not be a difficulty.
Apart from this the morning shift would be a total opportunity to gain knowledge from various
other sections not only through teaching, but also through conversing with another associate or
manager.
i. Arrivals and departures: The main job of the day in the Bell Desk is to always be on the alert
for any arrivals or departure calls. As soon as the message comes through that there are
either one, the following takes place: -
• In case of arrivals, the luggage is picked up from the vehicle and is sent to the security
scanning room where the luggage is scanned for unusual items. After it is good to go, the
luggage is placed in the lobby in ascending order and is tagged with the hotel tag. As
soon as the reception is done with the formalities, the guest is politely asked to identify
his or her luggage and is escorted to the room. Apart from the mentioned procedure, the
Bell Desk is also in charge of carrying out the welcome ritual that is garlanding the guest
and serving him or her a welcome drink or a refreshing towel.
• In case of departure, the bell boy or hop checks his errand card and sees to it that before
the guest can request for help with the luggage, he is there to politely ask whether he or
she requires help. The luggage is then brought to the Bell Desk and is kept in the
departure room so that it is easy to locate after the final settlement is being processed.
Only after the guest has paid the full amount can he or she get the luggage in order to
depart from the premises. The luggage is then put into the vehicle and is given a hearty
farewell.
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Front Office
ii. Refill welcome drinks at SFX Lounge Bar: Since the SFX Lounge Bar opens up at 11:00 a.m.
the task of refilling the welcome drinks is assigned to the Bell Desk. The hotel offers two
welcome drinks namely the Aguada Delight and Pineapple Cooler. Both drinks are served in
shot glasses and both are quite easy to make by yourself at home owing to the fact that the
F & B Associates would give free demonstrations on how to make them: -
• Aguada Delight: Refreshing mango based mocktail that contains a twist of lemon and a
hint of curry leave essence in the background.
• Pineapple Cooler: Refreshing pineapple based mocktail that contains a twist of Kush
syrup and a hint of cardamom essence in the background.
iii. Collect items from Stores: Though it may seem like a pretty easy and time wasting task, it is
essential to collect indented items from the Stores as the Front Office frequently requires
items. These may range from simple stationary to carbon capsules for Xerox machines. At
times, the cashier also requests for change to be collected from the finance as both the
finance and stores is close to each other. Plus, the cashier will also give petty cash vouchers
to collect cash which was spent by employees for a function.
iv. Prepare welcome and departure letters: Both the type of letters are typed by the Duty
manager in charge and are given for printing. The printed letters are then folded and packed
in window envelopes and are posted to respective rooms according to their status. The
situation are as follows: -
• Welcome letters: These are specially prepared for group arrivals in order to welcome
and brief the guest on the property since the group may be large in number. A brief
rundown on the hotel and its facilities is just what is needed to calm the guest and make
him or her feel at home. It also begins with a brief history about the hotel and goes on to
explaining the F & B outlets and event venues.
• Departure letters: These are given almost every day in the evenings just before
turndown service to those rooms that will be checking-out on the following day. The
letter contains info about booking transport to the airport and a hearty thanks for
staying with the Taj family. It ends with a discrete note telling the guest to visit again and
wishing them the best in the near future.
b. Night shift
If the day was packed with excitement and thrill, then the night is the complete opposite offering a
time of complete relaxation but quite challenging at the same time. The night shift can commence
from 10:00 p.m. or 11:00 p.m. according to the duty roster.
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Bob James Abreo
It is also a chance to learn quite a lot from the Duty manager on shift like making reservations, key
card systems, making wakeup calls, etc.
i. Late arrivals and early departures: though they are most rare, it was quite an opportunity to
witness an early walk-in take place in the wee hours of the morning. It was also an
opportunity to assist guest in early check-outs.
• Early walk-in: Once again, though they are rare early walk-in procedures begin with
choosing an available room to the guest and then trying to upsell a higher category room
to the guest in order to gain profits for the hotel. The guest is then asked to fill in a
check-in form and is also requested for some identity proof. If the guest is a foreign
national a C-form is filled and the guest is requested to hand in his or her passport as an
identity proof. After the formalities are finished, the guest is given a key card that is
made in the Onity key card software and the guest is escorted to the room for
confirmation.
• Early departure: Early departures are also fun. The very first step is to inquire with the
guest whether he or she requires transport to the airport. Then to confirm whether they
would like a breakfast ‘to-go’ parcel and last of all, whether he or she would like a wake-
up call. After the conversation, the very first thing is to inform In-room dining (room
service) about the order for a ‘to-go’ breakfast box. Then is to phone the operator and
inform him about a wake-up call at the requested time. And last of all, to inform one of
the hotel chauffeurs about the journey and to note a reminder in his or her errand card.
The wake-up call is then given. In case of no answer, the guest room is knocked upon
and the guest is decently woken. He or she is then given the ‘to-go’ box after completing
the final settlement of the bill and is given a warm farewell.
ii. Remove copies of registration cards: Copies are removed of the registration cards of the
following day’s departures and the originals are placed in the guest folio while the copies are
punched in the registration folio for the month.
iii. Segregating bills and attaching them: The bills from various F & B outlets in the property are
brought in by the restaurant managers to the Front Desk and are then segregated according
to room number. They are then dropped in the guest folios and are brought out for final
attachment. A tax invoice sheet is attached with the bills and the registration card and the
file is good to go during the time of departure.
iv. Folding and delivering TOI newspapers: At about 5:45 a.m. in the morning, the newspapers
are delivered to the hotel lobby and are then folded and packed in paper bags and are
delivered to the respective rooms given on a list which shows the rooms status.
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Front Office
The bag is then hung on the door knob so that when the guest opens the door he or she may
notice the newspaper.
v. Tidying the back area and back desk: One of the main tasks for the night shift is to keep the
back area and back desk clean tidy for the morning shift so that others may find it easy to
work in a clean environment smooth and efficiently.
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Bob James Abreo
Layout/ floor plan of the property
The layout of the hotel premises has been divided into two main sections – the Main building and the
Hermitage. They are as follows: -
a. Hermitage and the full property layout
Since its inception in 1974, the hermitage has always been a marvel for guest visiting the property
as serves almost everything hospitality has to offer. From banquet and meeting venues to cottages
and villas, the hermitage has always been the pride of the Taj Fort Aguada. It also owes its
legendary status to the fact that since the property was the first in the field of hospitality in Goa,
many international and domestic dignitaries have stayed at the hermitage.
The hermitage is divided into two sub sections – the cottages and the villas. The Aguada cottages
are some of the oldest existing structures at the property and provide a very reasonable price for
the space that it offers. Though the same cannot be said about the villas, it just goes to show that
the villas belong to a completely different category. The villas have been installed in recent years
and have gone through serious renovations during the time of Vivanta’s entry into the market.
Cottage room number range from 401 – 438 and villa room numbers range from 502 – 518.
Apart from the cottages and villas, the hermitage is also home to three of the five banquet and
meeting venues located in the property of which two are indoor venues and one is outdoor.
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Front Office
The hermitage center and the sunset point account for the indoor pleasures while the bay view
point accounts for beautiful scenery of the landscape.
b. The main building and its wings
The main building is another one of the main sections and is further divided into two sub sections –
the East wing and the West wing. Both wings have their charm and is directly linked with the lobby
on the first floor which makes administrational work very easy.
Compared to the hermitage, the main building consists of only rooms and suites. These are located
on three levels – the ground floor, first floor and second floor. The ground floor on the west
contains room number from 101 – 120 while the ground floor on the east contains room number
from 121 – 140. The first floor to the west contains room numbers from 201 – 208 and 211 – 218
while the first floor to the east contains room numbers from 221 – 228 and 231 – 238. As for the
second floor, the west contains room numbers from 301 – 304 and 311 – 314 while the east
contains room numbers from 321 – 324 and 331 – 334. Each floor except for the second on each
wing, has two service pantries where the housekeeping can keep the room amenities.
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Bob James Abreo
The total amounts to eight service pantries in the main building. Unfortunately there are no
elevators on either wing, but this can supported by the fact that there are only three floors
including the ground.
The main building also is home to two banquet and meeting venues – the Aguada ballroom and the
fish tail. The Aguada ballroom is the signature indoor facility while the fish tail is an outdoor facility.
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Front Office
Equipment used in Front Office
The equipment used in the Front Office may be very basic and not like those of other operational
departments in the hotel, but that can be excused for the fact that the Front Office deals with
administrative work. This in turn shows that most of this work is performed mechanically and through the
use of stationary as well. Given bellow are he various categories of equipment used by the Front Office in
their day-to-day activities.
a. Mechanical
i. Hardware
• Intercom: Mostly used by the travel desk to call upon chauffeurs in order to provide
transport for guest.
• Onity key card machine: A key card machine that encodes key cards for guest at the time of
check-in and also at the time of emergencies such as lost card or locked in cards.
• PBX switchboard: PBX is an acronym for "private branch exchange," an in-house telephone
switching system used to interconnect both internal and external telephone extensions and
networks.
• Personal computer: though they are provided by the company, they are used for assisting
employees in carrying out various procedures related to the Front Office.
• Printers, Scanners and Xerox machines: used for printing, scanning and copying documents
for administrative work.
• X-ray luggage scanner: a machine that scans luggage for unusual items during the time of
arrival and departure. Works on conveyer system and radioactive (caution).
ii. Software
• Medallia: The hotel’s guest feedback website used during meetings to discuss complaints
and amend them.
• Orion: Used for mostly approving commands from external users such as stores or other
hotel branches. Common example could be POs (Purchase Orders) and AHPs (Associate
Holiday Plans).
• PMS Opera: Software that helps in the reservation process and is also used for finance,
revenue, sales and IT related tasks as well.
• PMS POS (Point of Sale): Software that helps settle a bill in the F & B department and is used
frequently by the Night Auditor during audits for record purpose.
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Bob James Abreo
b. Stationary
i. Common stationary: This may include erasers, highlighters, pencils, pens, rubber bands, sketch
pens, and tape for daily use at the Front Desk.
ii. Envelopes: There are a number of envelopes used at the Front Desk as well for various reasons.
They are as follows: -
• A4 size envelopes: These are basically used for documents that are not supposed to be
folded and need to be crisp. Also used to carry large items.
• Note size envelopes: They are used for mid-sized items or messages. These maybe cutting
from documents or newspapers, photos, cash voucher, etc.
• Medicinal envelopes: The smallest of all envelopes not to mention the cutest, they are used
for medicine delivery.
• Window envelopes: These are used for formal and official work such as delivery mail which
requires the address to be visible.
iii. Letter heads and A4 size papers: Letter heads are used for official work and A4 papers used for
printing purpose like registration copies and Xerox copies.
iv. Notepads and scribble pads: used to note down request and complaints from guest as well as
take down notes during department meetings and work on them.
v. Paper bags: These come in handy for parcels that guest want to take away but don’t have
enough place in their luggage.
c. Other equipment
i. Errand cards: used by most employees in guest services to note down activity and tasks
performed with timings and remarks. It helps being precise.
ii. Guide travel log: helps guest guide themselves during a journey in the vicinity or state.
iii. Luggage tags: Luggage tags help in identifying the luggage of a specific guest and shows that he
or she is living at the hotel.
iv. Luggage trolley: Very handy item when it comes to saving trips to the lobby as it can carry heavy
loads at once.
v. Placards: used as ‘lollipops’ to guide guests at the airport during the time of pick-up.
vi. Refreshing tissues or towels: Used to refresh the guest during hot climate or when out of
energy.
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Front Office
Interdepartmental relationships
Though it may seem that the Front Office is a department which focuses only on the administrative side of
the hotel, it also requires coordination with the other operational departments of the hotel to make sure
that procedures and functions operate smooth and efficiently. In this topic, the very relationship which is
shared with various departments and the Front Office will be mentioned below in detail according to the
Vivanta standards.
a. Front Office and F & B
The F & B helps out the most when it comes to true relationships between the Front Office and
others. Though the Housekeeping maybe the closest, at times the situation can turn out to be very
tense for both departments as both are always at loggerheads. Given below are the various
activities that the F & B helps the Front Office achieve: -
i. Organize high tea ritual: The high tea ritual has been an integral part of the Taj since its
founding and is no stranger to Vivanta. The F & B collaborates with the Front Office to host
the high tea every day at the lobby since it is a business center and there is quite a
gathering.
ii. Organize occasion based cakes: As one of the main amenities of the Front Office check-in
procedure, the guest is asked whether he or she is celebrating an occasion on their stay and
accordingly an occasion based cake is placed in the room at a specified time. This is done in
collaboration with in-room dining (room service) where a KOT order is place by the Duty
manager at the reception and is then sent to the in-room dining desk. The three types of
occasional cakes are as follows: -
• Baby-moon cake: The baby-moon cake is placed when there is an occasion for children
below 10 years of age. It is crescent shaped cake with butterscotch icing and vanilla
sponge.
• Birthday cake: Placed for birthday occasions, this round shaped chocolate cake is
accompanied with two birthday candles and a matchbox.
• Honeymoon cake or anniversary cake: The honeymoon and anniversary cake is a heart
shaped strawberry cake and is placed during the occasion of a honeymoon or wedding
anniversary.
(All cakes KOT has to be placed 24 hours in advance or else a chocolate cake is given for
emergency situations no matter what the occasion)
iii. Organize missed meals: This is a common interrelationship gesture with all departments
linked with the F & B.
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Bob James Abreo
During the course of rush hour, not many can leave for lunch and therefore end up without
anything to snack down. So, a KOT is place by the Duty manager at the reception to order for
a missed meal from the in-room dining and the parcel is delivered to the section concerned.
iv. Prepare welcome drinks: The welcome drinks are prepared at SFX Lounge Bar as mentioned
before in a previous topic. The two drinks namely Aguada delight and pineapple cooler are
prepared sharp at 11:00 a.m. and are then picked up by Associates from the Front Office.
b. Front Office and Housekeeping

i. Discrepancy report: the Front Office has to make sure that inform the Housekeeping on the
status of each and every room in the property as well as vice-versa as the day commences so
that the room can be available on the Opera reservation system. Therefore, this point is very
important in order to runs things smooth and efficiently in what is the most important
sector in the hospitality industry – rooms.
ii. Cleaning public areas: The Housekeeping also incorporates a certain amount of employees in
taking care of public areas at the hotel and that also includes the lobby at the Front Office. It
is due to their hard efforts that business flows smooth and efficiently in the Front Office.
iii. Flower arrangement: When it comes to flowers, the Housekeeping makes sure that they
deliver the best for the best. Flower arrangements are ordered for by the Duty manager for
various occasion based holidays.
iv. Décor at the lobby: The lobby is the first impression of the hotel in terms of architecture and
showcases what is to come in the days that follow. The Housekeeping makes sure that the
lobby is always in tip-top shape when it comes to décor through flower art, furniture
placement and antiques placement.
c. Front Office and Kitchen
i. Carefully dealing with past guest: Front Office communicates the daily arrival list to the
kitchen and it helps the chefs to forecast their production so that the wastage is minimized.
The daily arrival list also contains guest history and the chefs come to know if there was any
problem with food or service during the guest’s previous stay. Hence, they could make it up
this time by exceeding his or her expectation.
ii. Food intolerance and requests: The Front Office circulates VIP lists in the kitchens for any
special requests of guests and for the room amenities to be placed in the room.
iii. Live demonstrations: Sometimes live demonstrations or master classes are showcased at the
lobby such as Pasta and Chaat preparations.
Page | 39
Front Office
Tasks performed by trainees in each section of Front Office
Trainees in the Front Office are blessed with opportunities to learn from the different sections within the
department. Though there are always twists and turns in every department. The male trainees have to join
the Bell Desk due to physical work and the female trainees are allowed to work in the administrative parts.
Therefore, when it comes to tasks performed by trainees in the Front Office each section has its distinct
work as mentioned below: -
a. Front desk
i. Trainees at the reception: Trainees at the reception have to perform duties such as
arranging guest folios daily and segregating registration cards. They also can fill in C-forms
with the permission of the Duty manager in charge and can work on Opera to learn about
various travelling agents and bookings. The trainees can also perform mock reservations.
They are also in charge of indents and collecting items from the stores.
ii. Trainees at the cashier: The cashier assigns just two tasks every day and therefore, not many
trainees are deployed to the cashier unless and until there is a problem of overstaffing. The
two task are collecting change for the cashier by swapping higher currency for lower and to
collect cash from petty cash vouchers belonging to employees within the department in case
of events or personal expenditure.
b. Guest services
i. Trainees at the travel desk: At the travel desk, trainees have to guide guest in case of queries
and also escort them to a chauffeur in case of travelling. Trainees also need to know about
various parts of Goa in order to explain famous locations that guest can visit.
ii. Trainees at the activities desk: Trainees need to have a thorough knowledge of the activities
provided by the hotel daily and need to have a detailed explanation about all the adventure
sports. The trainees can also reserve booking for activities.
iii. Trainees at the bell desk: The bell desk deals mainly with arrivals and departures. Trainees
need to help in both processes which include tasks like loading or unloading, scanning,
tagging, checking and delivering luggage. They also need to deliver special request like extra
key cards or medicine. Trainees also need to manage the welcome ritual that includes
garlanding and serving the welcome drinks.
c. Back desk
i. Trainees at the reservations: Trainees at the reservations need to carry out one task and one
task only – Tentative callings.
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Bob James Abreo
Tentative calls are basically the bookings made by various guest internationally and
domestically which are not confirmed. These are done on a day-to-day basis for both the
hotels i.e. Vivanta by Taj Fort Aguada and Holiday Village. The calls are given on a month
format which means guest booking for the next two months are looked into. This helps in
cutting down on surety and availability of guest for that month so that certain analysis can
be carried out.
ii. Trainees at the sales department: sales too has one task and that is to perform assignments
on analyzing the competitors of Vivanta by Taj in the North segment of the state. This
involves gathering information about competitors in the market either through internet or
calls and then analyzing it with the Director of sales.
iii. Trainees at the operators: Operators is a good section to begin at when it comes to
communication skills. One can really learn a lot from conversations between guests and
customers. The trainees need to help in taking notes down for the operator and then deal
with them by calling the respective department over the request being made. For example,
if the guest asks for an ash tray, the trainee takes note of it and calls extension #47 for
Housekeeping to deliver an ash tray.
d. Night Audit
For the night shift, trainees need to maintain guest folios for departure guest and attach tax
invoices to them for final settlement. Apart from this, other tasks can include collecting ‘to-go’
breakfast boxes from the F & B, delivering special request, making wake-up calls, etc.
Page | 41
Front Office
Special observation at the department
Special observations are an important source for what one calls experience. They make a person learn from
the mistakes or achievements of another in the anticipation that the same does not occur in the near
future. On the other hand, one tends to improvise with these observations and eureka! A new trend is born
in the hospitality industry. When it comes to the Front Office, these can be perceived from the
communicative point of view.
Many of the observations perceived were in the bell desk. One of the main observations made was that the
first section in the entire hotel that gives out the first impression is the bell desk. Therefore, the process of
arrivals and departures need to be carried out calmly. It is the very personality that the guest reads of your
face that convinces him or her whether the hotel has a friendly atmosphere when it comes to staff. Next
comes the communication aspect. As observed the guest tends to be inquisitive about the welcome drinks,
snacks, famous hotspots in Goa and so on. Therefore, it is plus point if one is knowledgeable and good in
communication skills to get the proper message across in the most decent way possible. This assures the
guest that he or she is placed in good hands and can be guided safely during the course of their holiday at
the Vivanta by Taj Fort-Aguada. The most important observation though is about being nervous to
approach guest or to do a job. The more conscious one gets about doing something more the advantage
for the guest to realize that you are a joke. The same goes with the managers, mostly it was observed that
trainees were afraid to communicate with their respective HOD and this would lead to serious problems in
front of guest. So the key to success is to break the barrier of being an introvert and be confident in front of
the supervisors and so on.
Other observation in the department include internal matters. One needs to know about the product
(product knowledge) in order to convince the guest. For example, the observation that the garlands are
made from the sea shells found on the beach is an interesting and innovative fact that guest love. Also,
how equipment works in the department is very useful for the future. For example, observing that the X-
ray scanner for luggage has various color codes on the screen to locate items that are suspiciously packed.
Another example can also be that of observing that the tag put on the luggage is used not only to identify
the luggage but also as a security protocol. The tag acts as a check on luggage coming in the property.
Safety protocol is also an important observation, fire alarms and fire extinguishers in the lobby, detaining
luggage for final settlement of bill, issuing key cards without fail when lost or misplaced, providing first aid
to injured guest and transporting them to the nearest hospital, etc.
These observations are just basics of observations that have been missed in the form of situations. It was
quite unfortunate that the period of training in the Front Office commenced during the months of the off
season. But nevertheless, the foundations need to be laid first in order to build the structure and observing
the back area as a whole or the front area in brief is what that is exactly about.
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Bob James Abreo
Front Office Galleria
The Front Office Lobby
Welcome Ritual at the Lobby
Page | 43
Front Office
Garden View Sit-out with Double Bed
Garden View Sit-out with Twin Bed
Page | 44
Bob James Abreo
Sea View with King Bed
Premium Indulgence with Terrace
Page | 45
Front Office
Allure Premium Suite with Sea View
Premium Indulgence Aguada Cottage
Page | 46
Bob James Abreo
Garden View Villa with Single Bedroom
Sea View Villa with Single Bedroom
Page | 47
Front Office
Sea View Villa with Double Bedroom
Sea View Presidential Villa with Triple Bedroom
Page | 48
Bob James Abreo
Latitude – The Multi Cuisine Restaurant
Il Camino – The Italian Chimney Restaurant
Page | 49
Front Office
Morisco – The Goan Traditional Seafood Restaurant
SFX – The Seafront Lounge Bar
Page | 50
Bob James Abreo
Adventure Activities at the Aguada Ridge
Private Dining Facilities at Fish Tail
Page | 51
Front Office
The Aguada Ballroom
The Hermitage Center
Page | 52
Bob James Abreo
The Sunset Point
The Bay View Point
Page | 53
Front Office
The Fish Tail
The Fond Farewell

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Bob James Abreo
Conclusion
Remembering it just like it was yesterday was quite a thrill during the course of typing this report on the
Front Office department. Nothing would be better than making the reader feel a sense of joy emanating
from this simple piece of paper that one types on. More importantly, it is the journey that one takes with
the other who reads that makes it interesting. The reader feels the emotional touch during the course of
reading. The hard work above talks for itself.
The will and determination that one possesses helps in the long run and that is how people succeed in
achieving tasks. Although it was tough at first as in any other department for a week. The Front Office was
an eye opener to all the work that commences in other departments and how different it is to be on the
administrative side of things. It was tough at first to accept that the kitchen was a passion but not an
option due to the environmental conditions. But there was always an alternative, with the personality one
possesses the Front Office was definitely the department. Certainly thrilled to realize it, the passion to
become a Front Office professional has just begun.
Last of all, knowing that the reader has already achieved the above in the past, it gives me a distinct honor
and a great pleasure to thank the reader for taking the time to actually go through the report and grade it.
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Front Office
References
• Bucksmore, Job Description – Front Office, viewed on 2nd September 2017 at 11:00 AM, from
http://www.bucksmore.com/app/uploads/2016/01/Activity-Manager-Job-Description-
2017.pdf?278c77
• Employment Crossing, Sales and Marketing Department, viewed on 2nd September 2017 at 4:00 PM,
from http://www.employmentcrossing.com/article/900019447/Sales-and-Marketing-Department-
in-Hotel-Business/
• Forums, Job Description – Front Office, viewed on 2nd September 2017 at 10:00 AM, from
http://forums.learnist.org/job-descriptions/hotel-receptionist-job-description/
• Hiring Monster, Job Description, viewed on 2nd September 2017 at 12:00 PM, from
https://hiring.monster.com/hr/hr-best-practices/recruiting-hiring-advice/job-descriptions/sales-
director-job-description.aspx
• Jims South Delhi, Front Office, viewed on 2nd September 2017 at 2:00 PM, from
http://www.jimssouthdelhi.com/MODEL%20QUESTION/HM/Bank%20front%20office%20-
%20RUCHI%20.pdf
• Setup My Hotel, Job Description – Front Office, viewed on 2nd September 2017 at 9:00 AM, from
https://setupmyhotel.com/job-description-for-hotels/front-office/.html
• Taj Hotels, Taj Fort Aguada, viewed on 1st September 2017 at 9:00 AM, from
https://taj.tajhotels.com/en-in/taj-fort-aguada-goa/
• Target Jobs, Job Description, viewed on 2nd September 2017 at 1:00 PM, from
https://targetjobs.co.uk/careers-advice/job-descriptions/279537-travel-agent-job-description
• Wikipedia, Taj Hotels, viewed on 1st September 2017 at 10:00 AM, from
https://en.wikipedia.org/wiki/Taj_Hotels_Resorts_and_Palaces
• Wikipedia, Vivanta, viewed on 1st September 2017 at 11:00 AM, from
https://en.wikipedia.org/wiki/Vivanta_by_Taj
Page | 56

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Bob James Abreo

a. History and growth of the hotel

b. A brief description of the hotel that you are training in

a. Organization mission statement

c. The number and type of rooms

i. Superior Room Garden View with Sit Out

ii. Deluxe Room Sea View

iii. Deluxe Room Sea View with Sit Out

v. Premium Indulgence Suite Sea View with Terrace

vi. Aguada Cottage Garden View

viii. Hermitage Bay View Villa Two Bedrooms

ix. Hermitage Villa Sea View One Bedroom

x. Presidential Villa Three Bedrooms

iv. SFX Lounge

f. Other services and facilities provided

Room Facilities and Amenities: -

g. Goals and strategies

a. Front Office organization

b. Front Office manager

iv. Activities head

vi. Reservations manager

vii. Director of Sales

viii. Head of operators

ix. Night auditor

a. Bell desk (Morning shift – 09:00 a.m. to 06:00 p.m.)

b. The main building and its wings

b. Front Office and Housekeeping

The Front Office Lobby

Welcome Ritual at the Lobby

Garden View Sit-out with Double Bed

Garden View Sit-out with Twin Bed

Sea View with King Bed

Premium Indulgence with Terrace

Allure Premium Suite with Sea View

Premium Indulgence Aguada Cottage

Garden View Villa with Single Bedroom

Sea View Villa with Single Bedroom

Sea View Villa with Double Bedroom

Sea View Presidential Villa with Triple Bedroom

Latitude – The Multi Cuisine Restaurant

Il Camino – The Italian Chimney Restaurant

Morisco – The Goan Traditional Seafood Restaurant

SFX – The Seafront Lounge Bar

Adventure Activities at the Aguada Ridge

Private Dining Facilities at Fish Tail

The Aguada Ballroom

The Hermitage Center

The Sunset Point

The Bay View Point

The Fish Tail

The Fond Farewell

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