Assignment Work

Frank finn institute

of
hil Kumar Sharma

Batch :- G-5
Weight :- 74
kg
Height :- 174
cm
 Acknowledgement
From the core of my heart I want to
thank Mr. Kohli for giving me such a platform
where I can redefine myself and my capabilities.
Then the faculty of Frank Finn
Institute with the guidance of them I could not
have been able to finish my assignment.
And last but not the least I would
like to thank our light of lamp our assessor Miss.
Suruchi. Without her help I would not have been
able to complete my assignment. She was
always there for us and helped with all that she
could.
Task - 1
Domestic
Hotel
 brings together Moorish,
Oriental and Florentine
styles. It has 565 rooms
including 46 suites and is 32
km from airport,and minutes
away from
commercial,shopping and
banking. Offering panoramic
views of the Arabian Sea
and the Gateway of India,
the hotel is a gracious
landmark of the city of
Mumbai, showcasing
contemporary Indian
influences along with
beautiful vaulted alabaster
ceilings, onyx columns,
graceful archways, hand-
woven silk carpets, crystal
The Taj Mahal Palace Hotel, Bombay (Mumbai
India’s first Luxury hotel

1971-72: Pioneered the concept of

authentic Palace Hotels in the country with
the Rambagh Palace in Jaipur, the Palace of
the Maharajah of the esrtswhile state of
Jaipore.

1974: Conceptualized the unique beach

resort at Fort Aguada, Goa built within the
walls of a Portuguese fort overlooking the
Arabian Sea

1978-82:  Taj launched in Delhi with its

luxury hotel - Taj Mahal Hotel on No. 1 Man
destinations became world renown for
their beauty, Taj expanded to Kerala
and Sri Lanka

2000: Consolidated its position as the

largest chain in India with hotels in
Ahmedabad and Hyderabad, the latter
city being a joint venture with GVK
Hotels resulting in a dominant
position in the market for premium
and luxury hotel rooms

2002: The new Taj

Exotica Resort & Spa, Maldives,
within 6months of its launch, was
awarded the title of "The Best Resort
in the World" in the first ever Harpers
 Facilities
Provided
There are 600 rooms in the
hotel. 555 are double rooms 45
are suites.

Provided
24-Hour Front Desk
baby sitting service
car rental service
business centre
laundry service
medical service
wake up call service and many
more.
 1887: Grand Hotel opens. The hotel is billed as a
summer retreat for vacationers who arrive by lake
steamer from Chicago, Erie, Montréal, Detroit, and by
rail from across the continent. Rates are $3 to $5 a
night.
1919: Hotel rates are $6 a day per person.
1957: Michigan Historical Association selects Grand
Hotel as a State Historical Building.
1987: The Cupola Bar is added, the Wood fill
Conference Center is completed and The Jewel golf
course is renovated.
2001: The Millennium Wing opens on the east end of
the hotel featuring 42 new guest rooms and The
Grand Pavilion - a 3,600 square-foot private meeting
room and dining room.
2006: The Gate House, a bar/restaurant just a short
walk down Grand Hill is added to the variety of offsite
GRAND HOTEL MASCO COTTAGES
RATES INCLUDE BREAKFAST AND DINNER DAILY .AND ARE CHARGED PER PERSON

WEEKDAYS DOUBLE SINGLE

SMALLER, INTERIOR VIEW GUEST ROOMS $225 $375
LARGER INTERIOR VIEW GUEST ROOM/SMALLER $255 $435
LAKE VIEW
DELUX LAKE VIEW GUEST ROOMS $305 $535
NAMED ROOMS $345 $615
WEEKENDS
SMALLER INTERIOR VIEW GUEST ROOMS $245 $415
LARGER INTERIOR VIEW ROOMS $275 $475
DELUX LAKE VIEW GUEST ROOMS $330 $585

NAMED ROOMS $375 $675

MASCO COTTAGES SHARGE

NIGHTLY - $2999
WEEKLY - $18500
MONTLHLY - $57000
 MASCO COTTAGES
MASCO COTTAGES – GRANDEST
ACCOMMODATIONS OF ALL

The four-bedroom Masco Cottage provides an

intimate, spacious setting for families, couples or
small groups who want the atmosphere of a summer
cottage on Mackinac Island with all the amenities of a
luxury resort. The Cottage is connected to the east
end of Grand Hotel by a private walkway and is
beautifully decorated in summer hues by Carleton
Varney. The suite features two downstairs bedrooms
with private bathrooms, along with a kitchen, living
and dining room area. Upstairs are two bedrooms, a
bathroom and a media parlor
 Horse riding
Golf
Tennis
cycling
swimming
carriage tours
gymnastics
Task - 2
 Hotel XYZ , is a luxury 5star hotel. Hotel
is undergoing back to back situation. Miss
Watanabe is a frequent single lady guest and
always prefer to stay in this hotel. Miss
Watanabe is in India n wants a single room
reservation in hotel XYZ for tomorrow. She is
a VIP in hotels guests list. She gives a call to
the rooms reservation . But the reservation
manager does not have any room to sell. He
does not want to loose this important guest
either. Suggest various approaches in resolving
in this matter
1st the hotel manager will check the
register of tomorrow expected arrival.

2nd if there is any not confirm booking

then he will gives the room to Miss
Watanabe.

And if next day guest who booked the

room check in, then 1st welcome her and
then apologize her for not having room
and describe her the situation
Tell her that our hotel is under going in
back to back situation. So, we don’t
provide you room. But we have tie-up
with some other hotels which are same
standard. If you like we can shift you
to in XYZ hotel at same room rate.

Also provide her free hotel drop and

tell her as soon as any room is free
they can shift her back to their hotel.
 Hotel XYZ has four hundred rooms spread on
15’s floor and has only two staff elevators.
Professor Chi is a frequent
guest of the hotel and is waiting for his luggage
for past 15 min. in the lobby and has completed
his check/out formalities.
One group is also checking out at the same
time. So, all the bell boys are deployed on
different floors. Pro. Chi is over furious and
complaint at the front desk and wants
immediate action to be taken.
How will you handle the situation at your level?
 First accept mistake n apologize with Pro.Chi.

Let him repeat the entire incident verbally that has made
him angry.
Invite him to sit down.
Confirm from bell boy that why Pro.Chi’s luggage can’t turn
down to the lobby.
Then explain to him that today some other guest’s are also
checking out. So, that’s why your luggage cannot turn down to
the lobby.
To ensure that you empathize with him.
Also ensure that Pro.Chi’ is well outside the hearing range
of the other guest.
And finally give him free airport drop and escent to the
main porch.
Task - 3
There are various reasons for housekeeping being
the backbone of the hotel.
Here are some of the reasons for which
housekeeping is known as the backbone of any
hotel. They are as follows :

1) Housekeeping Department looks after rooms and

the facilities provided in the rooms.

2) Housekeeping is the only department head who

assess to every department of the hotel.

3) Housekeeping department that essentially deals

with the cleanliness and all the ancillary services.
4) Now a days the décor and the good odor of
maintenance of any hotel also plays a large
role in creating a comfortable impression for
the guest. This is done by the housekeeping
department .

5) From the cleanliness of the lobby,

restaurant, public area, public area toilet and
also from the state of cleanliness of the
staff uniform a guest can judge a lot about
The hotel the result of which may be positive
or negative
 6) No hotel wants to room a guest in an
unclean room, The housekeeping department
must provide the front Office with the proper
information about the ready rooms in order to
meet the anticipated arrivals of the day.

7) If any part of the hotel , may b

restaurant , lobby , bar etc. it is cleaned by
the housekeeping staff only.

8) It has the greatest proportion of staffing

hours to cover, the most staff, the most
hours to cover and it is a cost center
 Housekeeping being such a large
contributor to the profit factor plays
a major role as an individual
department n has position if its own.

Thus we can say that housekeeping is

responsible for the overall
cleanliness of the Hotel and helps the
other departments to get more
business and earn more profits
Chocolates on the bed side
Shopping bags
Shaving kits
Shaving mirror
Fresh flowers
Slippers
Extra drinks to vip’s
Gargle glasses
Shower cap
Toothpaste
Task - 4
 Stay

Guest registration Guest departure

Reservation

When the guest comes to the

hotel for stay services starts at
that time only.
 During Guest Reservation

Confirmation of room:-Front
office asks for the room type means
. what type of room guest wants

Airport pickup:- Confirm from

the guest that he wants airport
pickup or he will come will on his own
During Registration

Traditional welcome
concierge service
Luggage service
Up-bell service
Wake-up call service
Check-in services
During stay of guest

Safety deposit service

Laundry service
Money exchange service
Guide provided for guest
Doctor on call service
Amenities
Turn down service
Iron board
Minibar
Business centre service
Cleaning service
 Guest Departure

Car service
Bell down service
Left Luggage room service
Escorting from lobby till main door
These are some of the services which
are provided by the FRONT OFFICE
and HOUSEKEEPING departments
when the guest enters the hotel
premises for the stay and when the
guest is about to leave the hotel.
This helps in attracting the guest
towards the hotel so that he can
become the frequent visitor for the
hotel.
Task - 5
 India is a very famous holiday destination in the world, and provides ample
facilities. It has state of the art hotels to cater to its ever booming travel and
tourism industry. Many hotels and resorts have popped up in India over the last
few years to cater the accommodation needs of everybody. There are hotels
ranging from Luxury Hotels to Economy Hotels. A travel agent can help in finding a
suitable accommodation.
Categorization of Hotels in India
The hotels in India can be divided into various classes on the basis of room types,
amenities and location. Some of the prominent categories of hotels in India include:
Heritage Hotels
old times hotels have been turned into Heritage Hotels, that provide the tourists
with an opportunity to experience royal pleasure in traditional ambiance. Most of
the Heritage Hotels in India are concentrated in the princely states of Rajasthan,
Delhi, and Madhya Pradesh
Luxury Hotels
Equipped with world class infrastructural amenities, the Luxury Hotels in India
offer the tourists with a fine lodging and dinning experience. Catering primarily to
the upper class executives, the luxury hotels extend a warm welcome to all.
Budget Hotels
A home away from home, the budget hotels accommodate customers from upper
middle and middle class. Also referred to as Economy Class Hotel, Business Hotels
and Discount Hotels, the Budget Hotels support all the modern infrastructural
facilities for a comfortable and pleasant stay .
FACILITIE 3 STAR 4 STAR 5 STAR
S HOTEL HOTEL
HOTEL
IDEAL LOCATION YES YES YES

PICK UP AND NO YES YES

DROP FROM
AIRPORT

SWIMMING POOL NO YES YES

INTERNET NO NO YES
CONECTIONS IN
ROOMS
FACILITIE 3 STAR 4 STAR 5 STAR
S HOTEL HOTEL HOTEL

BARS AND PUBS NO YES YES

24 HR ROOM YES YES YES

SERVICE AND
AVAILABILITY OF
FOOD
SHOPPING NO NO YES
ARCADE
CURRECY YES YES YES
EXCHANGE
24 HR COFFE YES YES YES
SHOP
FACILITIE 3 STAR 4 STAR 5 STAR
S HOTEL HOTEL HOTEL
CONFERENCE YES YES YES
CUM BANQUET
HALLS
ROOF TOPS FOR YES YES YES
PARTIES AND
GET TOGETHERS

MULTI CUISINES YES YES YES

RESTURANT
FITNESS NO YES YES
CENTRES
BEAUTY NO YES YES
SALOONS
COLOUR TV, YES YES YES
FRIDGE, STD AND
ISD CALLS
FACILITIES IN
 a n k
Th
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