Hospitality – 1 Assignment

Assignment Brief and Feedback Form

Learner’s Name

Course Title Frankfinn Advance Certificate Course in Aviation, Hospitality, Travel

& Customer Service
Assessor’s Name
Internal Verifier Name
Unit Number and Title Unit 3, Hospitality – Room Management
Assignment Title
Outcome Unit – 3
Number(s) and LO1: Explore the growth of the hotel industry
Statement(s) LO2: Examine the effectiveness of front office services
LO3: Investigate the role of housekeeping
LO4: Use Fidelio software for Hotel Room Management
Date Set Hand In Date

Learner Declaration
I confirm that the work submitted for this assignment is my own.
Learner’s Signature Date
Instruction Your assignment will not be accepted if it does
not contain the list of source details of the text
material referred to and the details of the
people contacted in accomplishing this project
and the
tasks attached.
Introduction
Purpose/Aims  Explain the growth of the hotel industry worldwide
 Compare the facilities of different types of hotels in India
 Analyze the range of services provided by the front office to
meet guest expectations, using appropriate terminology
 Explain the importance of the role of housekeeping
 Compare a range of amenities supplied for different types of guests
 Demonstrate the reservation process through correct use of Fidelio
 Evaluate the benefits of technology to the hotel, staff, and guests
who come into contact with the front office.
Background or You have been selected as a Front Office Assistant of a 5-star Hotel. As part of
Scenario your six months’ Probation you will undergo on the job exposure in
Accommodation Operations & handle various situations which are typical to
Hotel operations. On successful completion of this period you will be deputed
as a Front Office Supervisor with independent responsibilities. Keeping this in
mind you should take a lot of initiative & approach your assignments in an
individualistic & creative manner.
 Hospitality – 1 Assignment

Guidelines: Students to attempt the below questions for getting PASS/ MERIT/ DISTINCTION
1. Write your responses in the space provided below the questions
2. Review your answers before submitting the Assignment

TIMELINE: You can take up to One week to submit the Assignments

Question 1. Select two renowned chains of hotels (one domestic & one International) and trace its history
right from the time of its inception. Also compare the facilities offered by the hotel chains.
What is the difference between a Revenue centre and a Support centre? Give two examples for each of
these categories and justify. Write your findings below. (PASS)

Ans.

Over the past two decades, the hospitality industry has experienced significant growth, with
international arrivals doubling from 600 million to over 1.4 billion in 2016. In 2018, the travel and tourism
industry saw a growth of 3.9%, outpacing that of the global economy (3.2%). Growth in the historic period
resulted from improved earning capacity, emerging markets growth, travel, and tourism. Going forward,
economic growth in developed nations, and technological development will drive growth. Hospitality Industry is
a part of larger enterprise known as travel and tourism industry.

DOMESTIC CHAIN: TAJ HOTEL

Taj Hotels is a chain of luxury hotels and a subsidiary of the Indian Hotels Company Limited,
headquartered at Express Towers, Nariman Point in Mumbai. Incorporated by the founder of the Tata
Group, Jamsetji Tata, in 1903, the company is a part of the Tata Group, one of India's largest
business conglomerates. The company employed over 20,000 people in the year 2010. As of 2020,
the company operates a total of 100 plus hotels and hotel-resorts, with 84 across India and 16 in
other countries, including Bhutan, Malaysia, Maldives, Nepal, South Africa, Sri Lanka, UAE, UK, USA
and Zambia

HISTORY OF TAJ HOTEL

Parent organization: Indian Hotels Company Limited

Founder: Jamsetji Tata
Founded: 1903
CEO: Puneet Chhatwal (6 Nov 2017–)
Headquarters: Mumbai

Jamsetji Nusserwanji Tata, founder of the Tata Group, opened the Taj Mahal Palace, a hotel in
Mumbai (formerly called Bombay) overlooking the Arabian Sea, on 16 December 1903. It was the
first Taj property and the first Taj hotel. There are several anecdotal stories about why Tata opened
the Taj hotel. According to a story, he decided to open the hotel after an incident involving racial
 Hospitality – 1 Assignment

discrimination at the Watson's Hotel in Mumbai, where he was refused entry as the hotel permitted
only Europeans.
Hotels that accepted only European guests were very common across British India then. According to
another story, he opened the hotel when one of his friends expressed disgust over the hotels that
were present in Bombay then. But a more plausible reason was advanced by Lovat Fraser, a close
friend of the Tata and one of the early directors of the IHCL group, that the idea had long been in his
mind and that he had made a study on the subject. He did not have any desire to own a hotel but he
wanted to attract people to India and to improve Bombay. It is said that Jamsetji Tata had travelled to
places like London, Paris, Berlin, and Düsseldorf to arrange for materials and pieces of art, furniture
and other interior decor for his hotel. The Taj group has since then developed and flourished, under
the Tata Group.
 
n 1974, the group opened India's first international five-star deluxe beach resort, the Fort Aguada
Beach Resort in Goa. In1970s, the Taj Group also began its business in metropolitan hotels, opening
the five-star deluxe hotel, Taj Coromandel in Chennai, in 1974, acquiring an equity interest and
operating contract for the Taj President (now Vivanta by Taj – President), a business hotel in
Mumbai, in 1977, and also opening the Taj Mahal Hotel in Delhi in1978.In 1980, the Taj group
opened its first hotel outside India, the Taj Sheba Hotel in Sana'a, in Yemen and in the late 1980s,
acquired interests in the St. James' Court Hotel (now comprising Taj 51 Buckingham Gate Suites and
Residences and St. James' Court, A Taj Hotel) in London. In 1984, the Taj group acquired, under a
license agreement, each of the Taj West End Bangalore in Bangalore, Taj Connemara, in Chennai
and Savoy Hotel in Ooty. With the opening of the Taj West End in Bangalore.

INTERNATIONAL CHAIN: HILTON HOTELS CORPORATION

Hilton Hotels Corporation, is an American multinational hospitality company that manages and

franchises a broad portfolio of hotels and resorts. Founded by Conrad Hilton  in May 1919, the
corporation is now led by Christopher J. Nassetta.

Hilton is headquartered in Tysons Corner, Virginia, U.S. As of June 30, 2020. its portfolio includes
6,215 properties (including timeshare properties) with 983,465 rooms in 118 countries and territories,
including 690 that are managed and 5,405 that are franchised, with the combined managed and
franchised properties having a total of 953,946 rooms, in addition to 65 that are owned or leased
including 57 that are wholly owned or leased, one owned by a consolidated non-wholly owned entity,
two that are leased by consolidated variable interest entities (VIEs) and five that are owned or leased
by unconsolidated affiliates. Prior to their December 2013 IPO, Hilton was ranked as the 36th largest
privately held company in the United States by
Forbes. Hilton has 18 brands across different market segments, including Conrad Hotels & Resorts,
Canopy by Hilton, Curio - A Collection by Hilton, Hilton Hotels & Resorts, DoubleTree by Hilton,
Embassy Suites Hotels, Hilton Garden Inn, Hampton by Hilton, Homewood Suites by Hilton, Home2
Suites by Hilton, Hilton Grand Vacations, LXR Hotels and Resorts by Hilton, Waldorf Astoria Hotels &
Resorts, Signia by Hilton, Tru by Hilton, Tapestry Collection by Hilton, Tempo by Hilton and Motto by
Hilton.

HISTORY OF HILTON HOTELS

In 1919, Conrad Hilton purchased his first hotel, the 40-room Mobley Hotel in Cisco, Texas, and
bought additional Texas hotels as years passed. In 1925, the Dallas Hilton became the first hotel to
use the Hilton name. In 1927, Hilton expanded to Waco, Texas, where he opened the first hotel with
air-conditioning in public areas and cold running water. In 1943, Hilton purchased the Roosevelt
 Hospitality – 1 Assignment

Hotel and the Plaza Hotel, both well-established high-end luxury hotels less than a mile apart in New
York City's Midtown Manhattan neighbourhood. With this pair of acquisitions Hilton established the
first hospitality company to span the contiguous United States The company incorporated in 1946 as
the Hilton Hotels Corporation, and subsequently began public trading of shares on the New York
Stock Exchange. In 1947, the Roosevelt Hotel became the first hotel in the world to have
televisions in its rooms.

FACILTIES

DOMESTIC CHAIN TAJ HOTEL

Air Conditioned
Satellite Television
International Direct Dial Telephone
Private Bathroom
Hairdryers
Mini Bar 
Safe Deposit Box
24 Hour Room Service
High Speed Internet Access
Coffee/Tea Making Facilities
Travel Desk 
Doctor On Call
Laundry Service
Concierge Desk 
Luggage Storage
24 Hour Front Desk 
Postal/Parcel Service
Currency Exchange Counter 
Baby Sitting Service (On Request)
Airport Shuttle Service (On Request)
24 Degress
Equator Bar 
In Villa Dining
The Deep End
Spa
Water Sports
Fitness Centre
Billiards/Snooker Tables, Business Centre
 Hospitality – 1 Assignment

INTERNATIONAL CHAIN HILTON HOTEL

Audio/Visual Equipment Rental

Business Center 
Fax
Meeting Rooms
Office Rental
Photo Copying Service
Printer 
Secretarial Service
Video Conferencing Availability
Babysitting Service
Children's Menu
Cribs
Baggage Storage
Bar Area
Car Rental Desk 
Concierge Desk 
Digital Key Available
Electric Service
Elevators
Florist
Foreign Currency Exchange
Laundry/Valet Service
Local Area Transportation
Lounge
  Luggage Hold
Multi-Lingual Staff 
Room Service
Safety Deposit Box
Shoe Shine Stand
Snack Shop
Fitness Room
Pool
Sight Seeing Tours

REVENUE AND SUPPORT CENTER 

Revenue center is a division that gains revenue from product sales or service provided. Examples
include rooms department or beverage selling department of a hotel.

Support center is a division that helps other divisions of a department. Its examples include financial
aid departments and product aid store

Revenue Center - A revenue center sells goods or services to guests and thereby generates revenue
for the hotel.
Example: - Front office, Food and beverage outlets, business center, SPA etc.
 Hospitality – 1 Assignment

Support centers / non-revenue center - Do not generate revenue directly but plays a
supporting.

Question 2. Explain the range of services provided by the front office department to a specific type of
guest (FIT, FFIT, CVGR & CIP) from the time that he has made his booking until he settles his account
during departure.
Also, write on any one of the following topics-
a) Telephone etiquettes b) effective sales techniques
c) Understandings the modes of payment- traveller’s cheque/ credit card
d) an appropriate Front- office layout and justify. (PASS)

Ans.

FFIT (FOREIGN FREE INDIVIDUAL TRAVELER)

Registration form of a Hotel

Reservation Form Name of the Guest : Elida castelino
Address: Chicagoland fall street Usa.
USA Contact: (1-844-872-4681)
 No.of Pax : 1 Adult/Child :
1 Adult Date of Arrival : 21/06/2023
Date of Departure : 28/06/2023
Type of Room or Plan : Rack rate Mode of Payment : Cash Any Special request
 Name and No.of contacted person : Edel Castelino(1-844-872-4685) Additional
Information for FFIT
Passport number. Method of guarantees.
Visa number.
Nationality.
Driving license.
Gender.
Date of expiry.
Number of days in country
Purpose of visit. Reservation Transferred to hotel dairy.
A confirmation voucher issued to guests.

THE RANGE OF SERVICES PROVIDED TO THE SPECIFIC GUEST FOUR STAGE CYCLE

Pre-Arrival

The Guest chooses a hotel during the pre-arrival stage of the guest cycle. Choice of the guest can
be affected by many factors, including previous experiences with the hotel, advertisement, word
of mouth referral by friends and colleagues, location, corporate, travel agent  booking, hotel name,
hotel loyalty program member etc.

Arrival

The arrival stage of the guest cycle includes registration and room assignment process. After the
guest arrives, he or she establishes a business relationship with the hotel through the front office. It is
the front office staff responsibility to clarify any query of the guest especially the details of room rate
of packages he/she is booked on.
 Hospitality – 1 Assignment

Occupancy

The manner in which the front office staff represents the hotel is important during the occupancy
stage.

As the main contact centre for hotel activity, the front office is responsible for coordinating  guest
requests. Among those providing information and supplies to the guests.

Departure

At Departure, the guest vacates the room, receives the accurate statement of the settled accounts,
returns the room keys and leaves the hotel.

Once the guest has checked out, front office updates the rooms availability status  and notifies
housekeeping department. (For hotels using Property management software the status of the room is
updated automatically).

At this stage front office also collect the feedback of the guest experience in the hotels by handing
over the guest feedback form.

Telephone etiquettes

The way in which someone perceives their first interaction with an individual or an employee is
extremely important. Telephone conversations are a preferred method of business communication
because it’s personal and serves as an opportunity to create a good first impression of the
organization. Phone etiquette is a way for you to showcase your manners and properly represent
yourself or your business to others. Positive interactions create lasting impressions that are
instrumental to business success. Telephone etiquette consists of active listening skills, choice of
words and tone of voice. Here are some telephone etiquette examples that show the difference your
telephone manners make:

We often use a friendly greeting to introduce ourselves or our businesses. We convey enthusiasm
through our words.

We adopt a confident and professional tone when interviewing for job.

 Hospitality – 1 Assignment

Question 3. Explain how the housekeeping department contributes towards earning hotel revenue. Write your
answer in 10 – 15 sentences. Also, prepare a layout of a standard room in a hotel, exhibiting the basic amenities and
facilities provided. It’s the need of the hour to protect the environment from deteriorating, suggest the eco- friendly
practices followed in hotels (give names of hotels) in the area of providing supplies and amenities to guests(PASS)

Ans.

HOUSEKEEPING DEPARTMENT CONTRIBUTES TOWARDS EARNING HOTEL REVENUE

 
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 wellbeing. 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. The rooms in hotels are offered as accommodation to travellers/
guest as individual units of bedroom. Some interconnected rooms are also made which will be helpful
to the guest and families. Many hotels offer suits to the guest.
 
After cleanliness and quality of the rooms and services, a hotel solely survives on the sale of room,
food, beverages and other minor amenities and services, for instance, health club, gymnasiums,
relaxing spas etc. The sale of the rooms and services constitute a minimum of 50% of all sales,
making it a major constituent of the hotel’s margin of profits. Now, the effort and hard work that the
housekeeping department makes in giving their clients a desirable experience often has a direct
bearing on the guest’s stay in the hotel. Hotel rooms and suites are the heart of a hotel. And the
housekeeping department not only prepares tidy and comfortable guestrooms on a regular basis for
arriving clients, but also cleans and maintains a certain quality of rooms in a hotel so that the
surroundings look as fresh as new and attract customers to stay longer or choose the services again
in future. Thus, Housekeeping is an ancillary department that is committed to devoting its services in
a huge way towards the overall reputation and success of the hotel industry.

GOLDEN RULES OF HOSPITALITY

 
 Always achieve the maximum possible efficiency in ensuring the comfort of clients and in
smooth sailing of the guest’s stay.

 Always establish a comforting and soothing atmosphere and ensure reliable and courteous
services from all other staffs of the department.

 Always ensure utmost standards of cleanliness and general upkeep in all areas that befall on
the shoulders of the housekeeping department.

 Always honour the idea that the hotel guest is your guest, and the hotel room is your own
home. Have a sense of pride in hosting the client and make him feel welcome at all times.
 Hospitality – 1 Assignment

 Always ensure that all required safety and security guidelines are met for the client’s
satisfaction.

 Always provide clean linens and maintain the inventory for the same.

 Always provide the necessary uniforms for all the staff and maintain adequate reserves for the
same.

 Always cater to the laundering requirements of the guests and maintain the decor of the room
to the best standard.

 Always coordinate renovation and refurbishing of the hotel property in accordance with the
rules provided by the management and interior designers.

 Always ensure a good working relationship with other departments.

THE HOTELS WHICH PROVIDE ECO FRIENDLY PRACTICES

Hotel Bardessono
Eco-friendly: Organic Linens & Cleaning Supplies, Energy Savings, Well Water

H2hotel
Eco-friendly: Solar Panels, Bamboo floors, Organic linens

The Green House

Eco-friendly: Energy Efficient Heating & Lighting, Reclaimed & Organic Materials

The Plazzo Hotel

Eco-friendly: Recycled Building Materials, Solar Heated Pools

L'Auberge Del Mar

Eco-friendly: Recycling Program, Local & Organic Food, Energy Efficient Lighting

Question 4. Write the steps for reservation, check-in, during stay and check-out process using any one of
the case studies given below, on the Fidelio Software. Provide the steps. (PASS)

FIDELIO CASE STUDY - 1

1. Accept a reservation for a Free Individual Traveler guest and confirm it.
2. Check in the guest.
3. Accept a message for him. Later deliver the message.
 Hospitality – 1 Assignment

4. Make an ADD ON reservation for him.

5. Do a Room Move for the guest as there is a major leakage.
6. Post 5 bills – room tariff, tax, breakfast, bar and coffee shop.

Create a single guest folio.

7. Settle the bill and check out the guest.

FIDELIO CASE STUDY - 2

1. Accept a reservation for a Free Individual Traveller guest and confirm it.
2. Check in the guest.
3. Accept a trace for an extra blanket and pillow.
4. Put a locator - Guest in coffee shop till 15.00 hours.
5. Extend the guest’s stay by two days.
6. Post 5 bills – room tariff, tax, laundry, bar and mini bar.

Create a single guest folio.

7. Settle the bill and check out the guest.

FIDELIO CASE STUDY - 3

1. Accept a reservation for a Foreigner Free Individual Traveller guest and confirm it.
2. Enter retention charges – Rs.15,000/-
3. Check in the guest.
4. Accept a trace for an extra blanket and pillow.
5. Put a maintenance work order – Bulb fused. Later resolve it
6. Reduce the guest’s stay by two days.
7. Post 5 bills – room tariff, tax, laundry, bar and juice.

Create a single guest folio.

8. Settle the bill and check out the guest.

Answer.
CASE STUDY – 1

 First, we will login in the FIDELIO software with the provided account.
 Then we will ask the guest his name, after that we will click on new reservation and enter his
details (name, contact no, country, arrival date, number of night stays, no. of persons etc.) and
make his reservation confirm.
 A reservation no. will be generated that we have to deliver to the guest (which will be used
when the guest will arrive).
 After guest reaches to hotel, we will make him check him. We will ask him the confirmation no.
or his name.
 Then we will go to arrivals section in Fidelio, and search his reservation and open it.
 Then we will add the room type (according to the guest need if not added earlier) and tell the
guest about the charges, room number etc. and make his check in complete.
 For receiving a message, we will open in house guest option in Fidelio there first we will search
the guest entry, after opening the entry at the bottom in options we will see a button name
option in which we will find the message option. In that we will add the requested message that
we have to deliver to the guest.
 After receiving the message, we will write it on a page and deliver it to guest’s room with the
help of bellboy.
 Hospitality – 1 Assignment

 Now after we get the confirmation that message is delivered to guest, we have to mark it
received in system, for that we will go to message section in Fidelio, in it we will find an option
name unreceived messages in that we will search for the guest’s name and mark the message
as received.
 Now to make an ADD ON we will go to In-House menu in Fidelio, there we will search for the
guest by his name or room number.
 After opening guest’s account, in the last we will find a button named “Options” in which we will
find the “ADD-ON” option, by selecting it will make an ADD ON (future reservation) of the guest
for his requested dates and save it.
 Now as guest reports a major leakage in the room. So, we need to move him to another room.
 For that we will go to “In-House” menu there we will search the guest account and open it, there
in the last we will see a button named “Room Move”, click on that and assign a new room to the
guest (and giving the reason of water leakage in reason section).
 Ask the bellboy to take the guest and his luggage to new room and put the room on out of
service/order.
 Now as the guest had used some facilities of the hotel, we need to add them to his folio. So, to
post those bills will go to “In House” menu there we will search for the guest account and open
it.
 There in the last you will see a button named “Billing” open it. Then we will add all the bills to his
folio (Here according to question, we will add Breakfast bills, bar bills, and coffee shop bills
(amount will be added according to the bill)) and save it.
 Now at the time of check out we will again open the “Billing” section and add the room tariff and
tax and press the settlement button.
 Then we will give the guest the bill and receive the amount, and make the guest check out by
clicking it on the “Check OUT” button.

Question 5. Write steps for the appropriate and unique solutions in order to handle different situations which
can occur during a guest’s stay. You can choose any one of the Role Play Situations as below.
The case-studies can be on any of the following stages of guest stay. (MERIT)
 Reservation
 Registration
 Guest stay
 Departure

Role Play Situation No.1

Ms. Jennifer Ross wants to make a booking for 5 nights at your hotel. The room type that she is asking for is
not available. It is her first trip to the city. On arrival she insists that 2 pieces of luggage be kept at the left
luggage room. She checks in to the hotel. She wants to do a sight – seeing trip of the city and the surrounding
places. She has a fax to be sent and calls the business centre. During the stay she asks for a bottle of
champagne and insists that it be given as complimentary.
Do the needful with the student playing the role of Front Office Supervisor.

Answer.

So, if I am a Front office Supervisor, I am going to greet the guest first. And secondly, I am going to
check the room availability which she is asking. So, if the room is not available as per her
requirement and need, I will apologize her, and then I will be giving her the options the first option is: -

I will be giving is doing the reservation immediately but it will be put on Waitlist and when that room
will available then she can confirm it if she wants it.
 Hospitality – 1 Assignment

The second option I will give is to book a superior room, for which discount is been provided to her for
differential cost so First will be lower cost or the room or second will be higher or that room for this
room the confirmation will be immediate.

As per her requirements I will inform the FOA to book the reservation. As per her accommodation I
will inform the Concierge to arrange a car for her for seeing trip, and also inform the housekeeping to
provide Fax machine in her room.

I will also call her to confirm the things that she was asking are available or not, and I will also ask her
if she needs anything else.

As she is insisting for a champagne as complimentary, I will give her two option that she can take
champagne or she can take discount on her room bill which was told her at reservation time.

As her last requirement to that she wants to kept 02 pieces of luggage as the left luggage, on
departure I will inform to Bell Captain.

Followings that Bell captain will do

 
He ensures that the guest has settled his bill with the hotel.
 
He then inspects/scans the baggage and bring any pre-existing damage, to the attention of the guest.
He enters the description of the baggage on the luggage tag and strings it to the baggage.

The tag has a number and a counter foil with the same number. He enters these details in the Left
Luggage Register. He tears off the counter foil of the Luggage Tag and hands it over to the guest.
And lastly the bell boy is then instructed to deposit the luggage in the Left Luggage Room.

Role Play Situation No.2

The travel assistant from Accenture Company calls to make a reservation for Ms. Sangeeta Chawla, for 5
nights. On her arrival check- in the guest. She is on a M.A.P meal plan but insists that it be changed to A.P.
plan without informing the company. During occupancy she asks for a hair-drier. When asked to return the
hair- drier just before departure, she refuses to return it and says that she did not get one from the hotel.
Do the needful with the student playing the role of Assistant Front Office Manager.

Answer

Question 5 You have prepared a layout of a standard room as per the current scenario of the hotel industry.
After analysing the guest supplies, amenities, décor and cleaning standards, design a standard room for
future.
(You can describe the layout in a few lines)
Explain as to how the hotel with updated room facilities can create a niche in the industry. (DISTINCTION)
OR Answer the Question below
 Hospitality – 1 Assignment

Design a brochure with specially designed packages to up-sell a hotel in the off-season. Explain how the
various packages will be successful in bringing business during the off-season. You can share your design
ideas in the space below (DISTINCTION)

Answer