LEARNER NAME : SUMAIYYA.GHOUSE COURSE TITLE : AVIATION,HOSPITALITY, TRAVEL & MANAGEMENT. ASSIGNMENT ON : HOSPITALITY YEAR : 2011-2012 ASSESSOR NAME : MR SADATH.F CENTER NAME : FIAT,MANGALORE. REVIEW DATE : 22/7/2011 SUBMISSION DATE : 28/7/2011
acknowledgement First and foremost I offer my sincerest gratitude to my Almighty. Next I thank my Parents for the constant support and encouragement without whom it was impossible for me to complete my presentation. Then I humbly acknowledge the assistance of all Frankfinn Staff especially my External Faculty MrSadath.F who showed me the perfect way to complete my hospitality presentation. Last but not the least I am great full to all my friends & well-wishers who helped me in all the possible aspects.
INTRODUCTION The hospitality industry is a part of larger enterprise known as travel and tourism industry. The travel and tourism is a vast group of business with one goal in common providing necessary and desired products and services to customers and travelers. Accommodation facilities constitute a vital and fundamental part of tourism supply. Among the important inputs, which flow into the tourism system, is tourism accommodation forming a vital component of tourism superstructure.
THE LEELAPALACES,HOTELS,RESORTSThe essence of India HISTORY: The Leela Group was founded by Captain Chittarath Poovakatt Krishnan Nair and is the chairman of the Rs 450 crore Leela Group which was named after his wife and is engaged in the business of readymade garments, The Leela Lace Ltd,the parent company, which is the promoter of Hotel Leelaventure Ltd.
ABOUT THE LEELA PALACES,HOTELS & RESORTS The Leela Palaces, Hotels & Resorts is luxury hospitality group founded in 1983,owned and operated by the Hotel Leelaventure Ltd headquartered in Mumbai. The luxury hotel group manages seven award-winning hotels in India which includes prime urban locations in Bangalore,Gurgaon,Mumbai,New Delhi & magical escapes in Goa,Kovalam & Udaipur.
Properties under development will open soon in Chennai followed by Agra,Jaipur & Ashtamudi in Kerala. The Leela Palaces, Hotels & Resorts is dedicated to extending warm,gracious,anticipatory service in settings that ideally capture the essence of India. The group has marketing alliances with Germany-based, US-based Preferred Hotel Group and is a member of Global Hotel Alliance based in Switzerland.
THE LEELA VISION INNOVATION-EXCELLENCE-PERFECTION These are precisely the three pillars on which The Leela Group has built its reputation. They also represent the three factors and faces of modern India. World class technology, great tradition enriched over the centuries and the obsessive desire to be hospitable to global travelers. But beyond all this is the simple fact: WE LOVE PEOPLE. It is this that has made The Leela what we are today and must inspire us in the years to come.
THE LEELA MISSION To sustain and surpass excellence in service, ambience and performance hall marks that distinguishes The Leela Group. The strategic locations,individuality,architectural aesthetics, lush greens and the intrinsic Indian culture holds true for every Leela property. Reflecting thereby ‘The Essence of India’. Our focused operating philosophy is personalized service and comprehensive logistic support. We ensure that our esteemed clients, devote their time to the sole purpose of their stay-to conduct business and relax in the most conducive environment.
GOALS Our goal is to attract and retain a work force that is motivated to provide a level of service, which is a constant reminder of our motto “Making Excellence our way of life”. In the emerging economic scenario, The Leela Palaces & Resorts has repositioned its market presence as a successful chain of hotels and strives to attend to the needs of International business travelers. Constant upgrading of the existing operating hotels & commissioning of new hotels is a conscious effort towards the same.
THE LEELA BRANDS Palaces Hotels Resorts Residencies Kempinski
AMENITIES & SERVICES Business Centre Concierge Services Car Hire services Limousine Hire service Florist In Room Dining Foreign currency exchange Courier services Doctor on call Baby sitting service Board rooms Meeting rooms Beauty salon Experts laundry service & pressing Gymnasium Outdoor parking available Outdoor swimming pool Shopping arcade Night club The spa Broadband & Wi-Fi
MILESTONES WTA Award - 2007 Green Hotelier Award - 1996 Kerala Ratna Award - 2007 First Choice Gold Award - 2006 Lifetime Achievement Award-2007
HYATT Hyatt was founded by Jay Pritzker in 1957 when he purchased the Hyatt House Motel adjacent to the Los Angeles International Airport. Over the following decade the Pritzker brothers worked together and grew the company into a North American management and hotel ownership company, which became a public company in 1962.On December 31,2004,substantially all of the hospitality assets owned by pritzker family business interests, including Hyatt Corporation & Hyatt International Corporation, were consolidated under a single entity, now named Hyatt Hotels Corporation.
ABOUT HYATT We are a global hospitality company with widely recognized, industry leading brands and a tradition of innovation developed over our more than fifty-year history. Our mission is to provide authentic hospitality by making difference in the lives of the people we touch everyday. We focus on this mission in pursuit of our goal of becoming the most preferred brand in each segment that we serve for our associated guests and owners. We support our mission and goal by adhering to a set of core values that characterizes our culture.
HYATT BRANDS Park Hyatt Andaz Grand Hyatt Hyatt Regency Hyatt Place Hyatt Summerfield Suites Hyatt Resorts Hyatt Vacation Club
HYATT MISSION Our mission is to provide authentic hospitality. We make a difference in the lives of those we touch everyday-that is our definition of hospitality. We do this in an environment that respects all people and all ideas. We do it in an efficient way that leads to superior results.
MILESTONES The Hyatt Regency Atlanta was built in 1967 & was the first contemporary atrium hotel in the world. Park Hyatt Aviara Resort. -2011 World’s best Hotel. 2011 AAA Five Diamond Award Park Hyatt Dubai. -2011 Gold List-World’s Best- Conde Nast Traveler. Andaz Liverpool Street. -Top Business Hotel- 2010. Park Hyatt Beaver Creek Resort & Spa. -Best for winter sports.
FACILITIES & AMENITIES Fitness Centre Business Centre Steam & Sauna Swimming Pool Concierge Tour Desk Conference Facilities Non-smoking Rooms Airport Transfers Parking Babysitting Restaurant Bar/Pub/Lounge Limousine Service Medical Service Spa Beauty Salon Barber
THE LEELA HYATT Business Centre Concierge Services Car Hire services Limousine Hire service Florist In Room Dining Foreign currency exchange Courier services Beauty salon Experts laundry service & pressing Gymnasium Outdoor parking available Outdoor swimming pool Fitness Centre Business Centre Steam & Sauna Swimming Pool Concierge Tour Desk Parking Babysitting Restaurant Bar/Pub/Lounge Limousine Service Medical Service Spa Beauty Salon Non-smoking Rooms Airport Transfers
GUEST CYCLE The sequence of events that begins with pre-sales activities, continues through point-of-sale procedures, and concludes with post – sale transactions. The phases identify the financial exchange that physical contacts and occur between guests and various revenue centers within a lodging operation.
EXPLANATION PRE-ARRIVAL is the stage where the guest chooses the hotel and makes the reservation. Important information is gathered at this stage, which allows the next stage to run smoothly. The ARRIVAL stage is when the guest actually arrives and registers at the hotel (check-in). Here the guest verifies the information gathered previously at the reservation stage, confirms method of payment, signs the registration card, and collects the key. The OCCUPANCY stage deals with security of the guest along with the coordination of guest services to ensure guest satisfactionand try to encourage repeat guests. The front desk plays an important part at this stage as this is the area where guests will make their requests or air their problems, to which the front desk agents need to respond in a timely and accurate manner. At this stage the front desk need to keep guest accounts up-to-date so that the final stage of the cycle runs smoothly.
The FINAL stage of the cycle is DEPARTURE, which is when the guest is ready to check out. The main objective here is to settle the guest account, update room status information, and create a guest history record. In an attempt to ensure repeat guests it is important to find out if the guest has enjoyed their stay at this point.
ROLE PLAY NO:1 Mr. Desai arrives the Airport at 10.00am. The guest is welcomed with a bouquet of flowers and escorted from the airport on 13/2/2011. He reaches hotel at 10:30am and guest is welcomed with a glass of fresh juice and escorted to the hotel.
Then the bell boy assists him with the luggage and puts tags and escorts him to the Front office. The registration card is filled by the guest after that magnetic keys of the twin room handovered to the guest .
After that the guest is escorted to the respective room by the bell boy. Now the guest is checked-into the hotel and enjoys the facilities offered. As Mr Desai is a frequent Free Individual Traveller to the hotel he is been given a complimentary wine bottle.
The car was arranged for Mr Desai on rent for the period of time he stayed in the hotel. On his stay he enjoys the facilities like health club, swimming pool,spa,salon,mini bar,laundry,room attendant and so on… The messages were accepted by the front office executive and passed on to Mr Desai on his return.
He asks for the bill on 16/2/2011 over the phone to the front office executive. The bell boy brings the bill to the guest and takes away the luggage to the bell desk. Mr Desai setteles the payment by card and checks out at 11:45 am on 16/2/2011.
HOUSE KEEPING This department is responsible for cleaning and maintaining hotel premises which include public area, guest rooms , lobby, swimming pool area etc… generally this department is not visible to guests. It works for guest satisfaction through keeping the environment clean and hygienic. Horticulture is one of the most important features of housekeeping department which deals with different types of flower arrangement and maintaining the garden. This department works to give pleasant look of the hotel to the guest.
WHY HOUSEKEEPING IS BACKBONE OF HOTEL? The housekeeping department is responsible for the upkeep and maintenance of the entire hotel. One of the first impressions a guest forms when he walks into a hotel is a reflection on the housekeeping department - how clean and well maintained the surroundings are. No hotel can function without this department because it oversees everything from guest rooms, public areas, laundry, linen, horticulture and flower arrangement, and maintenance housekeeping machinery which is now becoming increasingly high-tech.
Earlier, considered a back-of-the-house operation, the perception of housekeeping has undergone a sea change. Now, not just managers and supervisors, but staff at all levels including Housekeepers are being encouraged to interact with guests. Since the feedback they receive is first-hand, it helps the management to respond promptly to the guest’s requirements. This also helps update guest history more accurately. Increasingly more responsibilities are being delegated to the housekeepers who are being groomed as guest service agents.
Housekeeping is the department that deals essentially with cleanliness and all ancillary service attached to that.
The standard plays an important role in the reputation of the hotels. One feels comfortable only in the environment which is clean and well ordered, so cleanliness is important for health foremost also for well being.
Accommodation in hotels tend to be the largest part of the hotel, it is the most revenue generating department, the housekeeping department takes care of all rooms is often largest department in hotels.
Hotel offer laundry, dry leaning facilities for guest clothes, shoe polishing facilities also.
Hotel aims to make environment comfortable and offer specialized service to the guest.
House keeping is the department determine to a large extent whether guests are happy during stay and in turn mankind they return to the hotel.
It can be positive or negative judgment we can conclude that housekeeping department contributes greatly to all guest impression of the hotel.
Housekeeping can be a way to set a hotel apart from its competitors.
HOUSEKEEPING DEPARTMENTS FRONT OFFICE ENGINEERING FOOD & BEVERAGE HOUSE KEEPING LAUNDRY SECURITY STORES PURCHASE PERSONNEL
SERVICES OFFERED Establish a welcoming atmosphere andensure courteous, reliable service from allthe staff of the department. Ensure a high standard of cleanliness andgeneral upkeep in all areas for which thedepartment is responsible. Provide linen in rooms, food service areas etc and maintain an inventory for the same. To provide uniforms for all the staff and maintain adequate inventory for the same. Cater to the laundry requirement, staff uniforms and guest clothing. Deal with the lost and found articles. Thisensures the smooth running of thedepartment. To provide and maintain the floral decorations and landscaped areas of the hotel.
To coordinate the renovation of the property as and when required in consultation with the management and the interior designer. To coordinate with the purchase department of the guest supplies, cleaning agents,equipments, linen, carpets and other itemsused in the hotel.
AREAS OF RESPONSIBILITY OF HOUSEKEEPING DEAPARTMENT Guest rooms/Floors: Room attendants & floor supervisors. Public areas:
Front of the house=Eg: swimming pool, parking area, club etc…
Back of the house=Eg: locker rooms,basement,laundry,linen rooms etc…
Laundry=OPL Eg:guest clothes, linen etc… Resident guests: Service by room attendants.
Florist: Could be either given out for contract or be a part of the responsibility of housekeeping department. Keep manual equipments: Eg:laundry bags, clothes hangers, lights…. Bathroom supplies: Like toilet rolls, toilet tissues, shower caps, tooth glares, soap bars etc… Special Roles According to Casado, the housekeeping department is also responsible for a level of security, safety and environmental duties such as composting and recycling.
FIDELIO Fidelio is a Front office reservation software. It handles room reservation and guest cycle. It is German Software. Its full name is My Fidelio.net . It’s a pre programmed software. Its updated version is called Opera.
BENEFITS OF USING FIDELIO Once you are a member of My Fidelio. Net, your hotel will be seen by potential bookers around the world 24 hours a day. You can offer negotiated rates that are only visible to your corporate customers. Your normal public rates will be available to everyone automatically. Save money! When a reservation is made on the internet , the guests make reservations themselves and you avoid an additional Travel Agent commission.
Reservation can be delivered by fax, E-mail and an interface is also provided so that the reservation detail sent from My Fidelio . Net do not have to be entered manually. The 2-way interface will be able to update what rates and rooms you want available in My Fidelio . Net automatically from Front office. 4) My Fidelio . Net offers connectivity to all Global Distribution Systems (GDS), with a private label service if required.
FIDELIO CASE STUDY 1 Accept your reservation for an F.I.T guest and confirm it. Check in the guest. Accept a message for him , later deliver the message. Make an add on reservation for him. Do a room move for the guest as there is a major leakage. Post 5 bills:- room tariff, tax, breakfast, bar, coffee shop. Create a single guest folio. Settle the bill and check out the guest.
Reservation New Reservation Name Sumaiyya New New reservation Guest name sumaiyya First name Language Title Ms Phone Country Normal guest Search Click- profile Profile search Sumaiyya New Profile
Last name First name Save in history-Yes Privacy-yes Save and close reservation Arrival 13/2/2011 Departure Rate code rack Room type-DTW Click room Search and select a room Check in time Market Source Click O.K Front desk Arrivals Name
Search Check - in Front desk In house guest Name Search Option Message New Save Receive Close Option Add on Change some details-click ok Option Room move Room number Room search Search select a room Select
Reason Major leakage-click yes Change to touch up-yes Option Billing Log in Posting Department-select Price Room tariff, tax,breakfast,bar,coffee shop Post and clear Settlement Post room and tax Normal check Print copy of invoice Payment option Cash/credit card Check-out
COMPLAINT A complaint is a description of your problem and all the procedures you have followed in order to resolve it before reaching the point where you no longer know how to proceed. An uneven situation is raised to a complain because of unsatisfactory level of performance. Assuming responsibility is very important in complaint handling.
IMPORTANCE OF COMPLAINTS Every complaint is an insight into how to make your business better. Guests are more likely to complain if they think you care and listen. Resolving complaints satisfactorily increases guest loyalty. Most complaining guests care about you. Demanding guests force you to be your best.
GENERAL RULES OF HANDLING COMPLAINTS Listen carefully without interruption. Repeat the complaint for understanding. Apologize the guest(say sorry) for the situation. Empathize with the guest. Follow up with the complaint for solution. (if you cannot handle the situation inform your superior). Follow up with the guest for corrective action. Final n the foremost rule is thanking the guest.
ROLE PLAY NO:2[M] The travel assistant from Accenture Company calls the hotel to make a reservation for Miss Sangeeta Chawla,for 5 nights. On 28 feb 2011 Miss Sangeeta chawla reaches the hotel and is welcomed by the bell boy who accompanies her with her luggage. Then a welcome drink is given. She reaches the front office and she is given the registration form to fill before that she wants to change her M.A.P meal plan into A.P meal plan without informing the company. The front office executive tells her that the Accenture company is paying the bill and they have done M.A.P meal plan and it will remain the same, if she want she can share the coupon for lunch and dinner but the additional cost if any would be paid by Miss Sangeeta chawla.
During the occupancy she also asks for a hair drier. The house keeping attendant keeps the hair drier in the room prior he signs in the log book of house keeping where the detail of room where hair drier is taken is written. On the day of departure when the hair drier is asked to Miss Sangeeta she refuses by telling she never got it on showing the log register where the detail of the drier had been entered she agrees she had packed it in the bag by mistake and keeps it in the hotel premises and checks out.
CONCLUSION It is quiet different to conclude from my side. I am a learner , what I have experienced in learning. Only I can share my happiness with the experiments practiced with self participation in hospitality. I have also learnt how different sections perform in an hotel. Hence being a student I can express about self ideology.