...CASE STUDY 1: HOTEL GRAND VIEW Hotel Grand View is a renowned hotel located in the heart of the city. With 17 floors and 320 rooms providing admirable boarding and lodging facilities, it offers deluxe suites, superior single and double rooms along with services like coffee shop, restaurants, saloon, health club, shopping arcades and convention halls. It is one of the most sought-after hotels in the city as reflected by the fact that 1, 20,000 guests stayed at the hotel in the financial year 2009-10. The functional responsibilities of the hotel are divided into various departments, which are shown in Exhibit 1. The front office of the hotel occupies a very important position in ensuring loyal clients for the hotel. The job of the front office is to interact with every outsider who steps in the hotel. The front desk takes care of all the needs of the guests. The most important job of the front office includes making all reservations, handling check-ins and check-outs. In short, the front office or the front desk is the interface between the hotel and the outside world. Behind the scene a large number of people who perform a wide variety of functions to keep the front office running efficiently. From the very moment a guest begins his stay in the hotel, the front office comes into the picture and interacts with the guest on a daily basis till he/she leaves the hotel. The guests can be individuals or corporate guests. In case of corporate guest, the bill is sent to the organisation...
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...guests check out. Who am I? a. Concierge and the bell staff 2. A guest arrives without a reservation. Explain the check-in procedure. b. The person would meet with the front desk clerk and the clerk would enter the 9 key items from page 36 into the reservation system. Once the verification has been met and all if the information has been added the clerk would then go through the check in process. 3. Name the functions of the front office. c. The front office is the first and last interaction the guests so this department is responsible for reservations, registration, guest services, PBX, and checkout. 4. Why does the front desk clerk depend on housekeeping? d. Front desk clerk depends on the housekeeping because the housekeeping is what keeps the rooms turning and guests happy, because when a guest arrives it is important to get them into a room without a hassle, which cannot be done if the room is not reset. Chapter 4 Review Questions 1. If a housekeeping department with 25 employees added two new housekeepers in one month, what would the turnover percentage be for that month? If this rate continued similarly for the remainder of the year, what would the annual turnover percentage be? a. [(hires/rehires + payroll separations) / Average number of employees] * 100= turnover % (2/25) * 100= 8% 2. I give the guest rooms a general cleaning every three weeks, including high wall dusting, cleaning the bathroom tile, and vacuuming...
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...Acknowledgement Chapter 1 Introduction Chapter 2 Background of Alendo hotel Chapter 3 Activities recommended at the Reception Chapter 4 Reservations Procedures Chapter 5Basic equipment and procedures at the reception Chapter 6 Etiquette of front office personnel Chapter 7 Recommendations Chapter 8 Conclusion references INTRODUCTION The mere mention of the word hotel conjures up exciting images of a busy lobby filled with international dignitaries, celebrities, community leaders, attendees of conventions and large receptions, businesspersons, and family vacationers. The excitement that you feel in a hotel lobby is something you will have forever in your career. Savor it and enjoy it. It is the beginning of understanding the concept of providing hospitality to guests. As you begin to grasp the principles of a well-operated hotel, you will discover the important role the front office plays in keeping this excitement intact. (Don Hellriegel, 1991) The front office is the nerve center of a hotel property. Communication and accounting are two of the most important functions of a front desk operation. Effective communications with guests, employees, and other departments of the hotel are paramount in projecting a hospitable image. Answering guest inquiries about hotel services and other Guests, marketing and sales department requests for information on guest room availability, And housekeeping department inquiries concerning guest...
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...entrepreneurship Date: 02.05.2011 The Park Turon Introduction The 4 star Park Turon hotel opened in 2009 . The newest modern 11 floor building deluxe Hotel of Tashkent, designed to delight guests with its luxurious accommodations, is seeped in the warm tradition of Indian and Uzbek hospitality combined with International standards. Vision statement Every Room - A Home Mission statement Together we provide a caring, consistent and enjoyable experience, always enticing guests to return. To accomplish this, we attract, develop and appreciate talented people who are part of an inspired and dynamic team. Our success is measured by continuously enhancing our reputation, market position and financial performance to set the Tashkent luxury hotel standard. Accommodation Total Number of Rooms: 120 - Superior Guest Room: 56 - Premium Guest Room: 49 - Privilege Guest Room: 8 - Privilege Grand Guest Room: 7 Hotel Facilities * The Lounge Bar * The Park Café * Business center * Two meeting room * Non-smoking rooms * Indoor swimming pool * Sauna (female/male) * Massage rooms * Fitness Center * Outside Parking Organizational structure Board of directors Responsibilities of some positions: Organizational structure of the Park Turon Hotel is hierarchy. General Manager. A General Manager is responsible for the overall strategic planning and direction of the company or organization and leaves the day-to-day...
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...the Front office Department. RESERVATION: to accept, block, store, and assign guest room reservation for individuals and groups. Reception. REGISTRATION: to meet guest’s requirement regarding rooms and to establish registration formalities. MAIL: handles guest messages and postage. KEY: to control the giving of keys to the guests’ and responsible for the key rack. INFORMATION: to answer request for information about hotel facilities and services and the surrounding community. TELEPHONE EXCHANGE: to handle the telephone traffic for guest and the rest of the operations. BILLING: to perform the cashiering functions of accepting payments from guest. BELL SERVICE: to provide guest service by carrying their luggage and assisting guest to their rooms. CONCIERGE: to render additional service to guest , usually regarding information outside the hotel premises. BUSINESS CENTER: to provide guest services like computer jobs, receiving or sending fax messages, and photo copying. FRONT OFFICE ROLES- Guest Services, Room Sales, Record keeping, Cost Controls, Verbal Skills, Effective Selling Skills, Problem Solving Skills, Good appearance FRONT OFFICE PERSONALITY- Positive Attitude, Attentive Service, Positive Body language COORDINATING WITH THE OTHER DEPARTMENTS Housekeeping, Engineering, Food and Beverage, Security, Accounting, Sales and Marketing PERSONNEL OF THE FRONT OFFICE DEPARTMENT- Job Description: Job title; Room Division Manager Reports to;...
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...Office of residence life New Resident Two Semester Residence Hall Contract 2014-2015 NOTE: Your $310 Housing Reservation Fee, which includes the Theft, Fire, Natural Disaster and Accidental Damage Insurance Fee, must be submitted with this contract. Your contract will be considered VOID without these fees.The Housing Reservation Fee is nonrefundable. NOTE: Students will not be permitted to check-in to university housing until they have completed all necessary processes to obtain satisfactory status with the university. SECTION I. INTRODUCTION Kentucky State University requires every full-time freshman and sophomore to live in university housing with the following exceptions: 1) students who are veterans of at least two years of active military service, 2) students who commute from the home of parents or a legal guardian, 3) students who are married or 4) students 21 years of age or older. All freshman and sophomore students who register for classes at Kentucky State University and do not meet these exception requirements will be charged for room and board. The university agrees, under the terms of this contract, to provide space in one of its residence halls. The resident agrees to pay the room rate in accordance with the published schedule of fees for the year. (For the current fee schedule, visit www.kysu.edu and click on the Current Students or Prospective Students tab. Under the Finances heading, click on Bursar’s Office and then click on the Fee Schedule tab.) SECTION II. RESIDENCE...
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...conclude that the company ABC needs to provide better training to personnel, improve conference room reservation procedures, and provide a checklist to recruiters for new hire packets. Background In early April, Carl Robins successfully recruited 15 new hires to work for Monica Carrols. He has only been working for ABC, Inc. for six months, and this was his first recruitment mission. He scheduled a new hire orientation that would take place on June 15 because he wanted the new hires to start working by July. On May 15, Monica contacted him in reference to the training schedule, orientation manuals, and other issues that involved the recruits he hired in April. Carl reassured Monica that everything would be done on time in accordance with the planned schedule. After Memorial Day, Carl decided to look over the new trainee files to make sure all the paperwork was completed before orientation. He then realized that a couple of the recruits did not have their applications completed and their transcripts were not on file. On top of this, none of the recruits had been to the clinic to receive their mandatory drug test. After discovering this, he looked for the orientation manuals and discovered that there were only three incomplete copies. Carl did not expect to discover these issues when he examined the files. After Carl gathered his thoughts, he decided to check the conference room that he reserved for...
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...Room Division and Operation Management Name Professor Institution Course Date 1.1 Discuss accommodation and front office services for different organisation Different organizations have different ranges of accommodation and reception services depending on the capital invested on the business. For instance, accommodation services for hotels and restaurants can be divided into several categories which include house keeping, booking, and communication and administration services (Lewry, 2012, p.2). The front office services for hotels and restaurants can also be under several categories which include bell service, room allocation services, concierge, information and mails, night auditors and cashiers. Accommodation services generally provide the clients or guest with comfortable, welcoming, attractive and clean services (Lewry, 2012, p.2). Other organizations like learning institutions offer accommodation and front office services as well. For example, higher education organizations like universities and colleges offer accommodation inform of hostels. Accommodation services in these institutions include booking, administration and communication services whereas the front office services include cashiers, enquiries and room allocation services. 1.2 Analyse the roles and responsibilities of a range of accommodation and reception services staff M1: You should adopt a suitable strategy to identify responsibilities...
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...Front Office department Front office department is the department that available for guests all the time both all day and all night especially at lobby area. This department is separated to two parts which are lobby area and office so, it needs to use energy at this area 24 hours. The reasons that this department has to available all time are because there are many guests come to check in and out, contact with them and solve the problems for them when they have. Plus, this department has to communicate with others such as housekeeping, reservation and also bell boy. The network resources that they use when contact to others departments and guests which is mobile devices or telephone. One of the duty of front office is bring the guests to their room and advice them about how to use all the equipments and electricity in the room. Moreover, this is the good chance in telling them to save energy in their room. Strength This hotel awareness in saving energy for lighting, air condition, electricity and office material. For lighting, this hotel change all of the light to be lighting Philips to save the energy around counter of front office department and around lobby. The area around lobby of this hotel is not large, so it can save energy due to use the lighting less. Plus, the counter of front office combines to concierge duty, thus it is the good way to save the light because there is only one counter. For air condition,...
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...of V Hotel. The 10-storey Hotel has 58 rooms, a roof deck pool, Café, and Travel Agency. V Hotel is the ideal lodging choice for travelling business people as well as avid travelers. Conveniently located in Malate, Manila, V Hotel is situated in commercial and business districts specifically malls, offices and other tourist spots like the historic Intramuros and Luneta Park. V Hotel is also nearby Light Rail Transit Authority (LRT), close to an array of bars and clubs, walking distance to the Manila Bay and Robinsons Mall. Staying at V Hotel eliminates the contemporary stresses of your daily lives. This credo makes it an amazing destination for people who just want to relax and escape regular day-to-day life at work and at home. Child Policy: Children who are under 12 years of age will not be charged when sharing the same room as the parent(s) subject to the existing bedding arrangement of a maximum of 2 adults and 1 child to a room (unless booking for a quad room). Children who are 12 years of age and above shall be considered adults for the purposes of all reservations and payment. Check-out time: Half day charge of the room rate for check-outs later that 12noon. Whole day room charge for check-outs after 6:00pm. Cancellation: 100% Full Payment for No-Show Guest/s. One (1) Night Charge for cancelled bookings on the day of arrival. No charge for cancelled bookings 2-3 days prior to guest arrival. Room Types A. Standard Room Our rooms are made to create a good atmosphere. It...
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...optimize individual guest room rates and allocation. One Yield is used in 97 percent of Marriott’s 3,300 hotels in 70 different countries to handle over 75 million individual guest room transactions per year. Recently, Marriott decided to move from One Yield to Total Yield so its revenue management system would include all revenue generation instead of just individual guest rooms. To develop this system, Marriott created a proprietary Group Pricing Optimizer (GPO) to help hotel managers decide on what rates to give to individual, group and outside catering events. Marriott International’s One Yield revenue management system has optimized profit by utilizing demand forecast, inventory allocation, and seamless interface to the reservation system. Prior to One Yield, Marriott relied on the manual approach through historical rates. The problem with this approach is that the complexity of daily updates and rapid changes in demand over a very long booking horizon creates static rates. These rates do not reflect individual customers’ willingness to pay, do not reflect the potential for displacement, or the trade-off between a booking that might have higher value. One Yield successfully linked requested bookings with forecasted demand, real time inventory and allocates the inventory to maximize the individual rates. Total Yield is an evolution on One Yield by pitting individual, group, and outside catering demand against each other for guest rooms and meeting space. ...
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...Hyatt Regency, Pune – An Introduction Hyatt Regency Pune is a 5 star luxury hotel located in Viman Nagar, Pune. The area hosts Giga space and Weikfield IT Park, Conveniently located on Nagar Road, the hotel in Pune is only 2,5km from Pune’s Lohegaon International Airport and the city’s entertainment areas of Koregaon Park and Kalyani Nagar, making it among the most sought after hotels in Pune. The hotel provides 219 rooms & suites and 84 serviced apartments for long-term guests. Hyatt Regency Pune hosts Arogya Spa & Fitness Centre, an exclusive environment offering Ayurvedic treatments, a 17-metre heated indoor swimming pool, a sauna, a steam room and a whirlpool. The numerous activities in the surrounding area of the luxury hotel in Pune offer the guests the opportunity to spend unforgettable moments during their leisure or business trip: golf, sightseeing, art galleries, trekking etc. Introduction To Food And Beverage Department The hotel in Pune features a variety of luxury hotel restaurants, bars & lounges, including Italian and Indian cuisines at La Terrazza , The Café and a wide range of Single Malt whiskies and other liquors, wines, beers and cocktails in an elegant and intimate setting at The Single Malt & Co. Bar and Lounge. Food and Beverage in Hyatt Pune is headed by EAM Mr. Hemant Mehta. The proposed Departmental Hierarchy of Food and Beverage Department in Hyatt Pune is given below: ...
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...CONFERENCE PLANNING GUIDELINES General The amount of planning, committee work, advance deadlines, etc., in part depends on the size conference you are planning. Regional conferences require lots of planning and hard work. Organize Establish regular planning/reporting meetings. Set up email lists. Always make it clear who is supposed to do what and when. Keep minutes/notes of your meetings and use them to follow up. The more you communicate with each other, the less likely you'll have slip ups. Set a Date (12 Months) The general time of the conference should be suggested. Then look at your campus schedule to determine what dates would be best. Consider the size and scope of your conference. Small groups can be hosted nearly any time. But larger groups will require housing, transportation, and food services that might conflict with other campus events. Summers and between semesters/quarters are often better than when school is in session. Avoid football and parent weekends if possible. Check for other major events that might conflict. Considerations for selecting conference dates include: * Enough lead time to assure finding adequate meeting space. * Possible conflicts with other conferences or symposia that the members of this special interest group might attend. * Appropriate time of year for work loads of the proposed audience * Possible conflict with national and religious holidays. Budget/Money When the conference is over, you don't want to be left...
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...INTRODUCTION The practicum training is an integral part of the Bachelor of Science in Hospitality Management and Tourism (BSHMT) program of the City College of Tagaytay (CCT). It is intended to provide students learning experiences and the application of knowledge and skills in hospitality industry settings. The practicum is a co-operative education which aims to achieve an effective blend of classroom study and off-campus work experience in hospitality-related industry. The goal of the practicum is to prepare the student for competent and responsible practice. A successful practicum is one that achieves that goal. The BSHMT program of the City College of Tagaytay considers the practicum training to be among the most important professional preparation activities in which BSHMT students participate. Practicum experiences are intended to allow students to synthesize, apply and refine knowledge and skills learned in their academic experiences. In addition, practicum experiences are one of the primary ways in which department faculty members can observe and evaluate the skills of the student. Because of the importance of students’ practicum, the Department requires the student-trainee to prepare a narrative report of his practicum experiences in hospitality industry. This report was based on the student’s training experiences at the following establishments: Taal Vista Hotel, Taj of Tagaytay and Massimos Ristorante Italiano during the second semester of year 2007-2008 in...
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...collaborate interactively on all their projects. In a few weeks the system will be fully operational and it will be necessary to train the users of the new system via a 2-day training Session. The users will be flying in from several parts of the country where the company has offices. The guests will be booked into a hotel for a 2-day stay and attend the training session onsite in a reserved conference room. All meals will be provided as well as transportation to and from the airport. Project Objectives The objective of the training session is to educate users about the new intranet, its features and capabilities. Maintenance procedures and troubleshooting the new system will also be covered.. Tasks 1- Hire Speaker 1-1 Research Speaker 1-2 Book Speaker 2- Send invites via email 2-1 Email Invitations 2-2 Track Confirmations 3- Arrange Accommodations 3-1 Research Prices 3-2Book Rooms 3-3 Reserve Conference Room 3-4 Confirm Accommodations 3-5 Arrange Transportation to/from Airport 4- Arrange Airfare 4-1 Research Best Prices 4-2 Purchase Tickets 4-3 Confirm Reservations 4-4 Email Itinerary 5- Book Caterer 5-1 Research Caterer 5-2 Select Caterer 5-3 Pay Deposit 5-4 Confirm Caterer 6- Create Training Manual 6-1 Create Manual 6-2 Manual Approval 6-3 Print Manual 6-4 Manual Distribution 7- Order Centerpieces & Nametags 7-1 Order Centerpieces 7-2 Order Name Tags 8- Guest Transportation 8-1 Transportation to Hotel 9- Catering 9-1 Serve Breakfast-Day 1 9-2...
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