7 HOTEL MANAGEMENT – HOSPITALITY AND

RESERVATIONS

ASSESSOR : MR. SUNNY

PRESENTED BY : FAIMAZ QURESHI

BATCH : G4

Acknowledgement:

I Sincerely thanks to frankfinn

institute of airhostess training for

giving me such a great

opportunity. I also extend my

hearty thanks to Mr. Sunny for his

constant support and guidance

that has encouraged me to

complete this assignment. Last

but not the least I thank God

Almighty for His love and care.

Content:

1) P1a

2) P1b

3) P2

4) P3a

5) P3b

6) P4a

7) P4b

(P1a) Select two renowned chain of hotels

(one domestic & one international) and

trace its history right from the time of it’s

inception.

INTRODUCTION TO HOSPITALITY INDUSTRY

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. the important inputs, which flow into the tourism

system, is tourism accommodation forming a vital

component of tourism superstructure.

DOMESTIC GROUP OF HOTEL

Mr. Jose Dominic, MD, Casino group of hotels

The Casino Group of Hotels in India:The Casino Group Hotels India presents some of the best hotels in India. The hotels are located in tourist destinations like Casino Hotel Cochin, Spice Coast Cruises Puthenangadi, Coconut Lagoon Kumarakom, Spice Village Bay Thekkady and Marari Beach Resort Alleppey.The beautiful location of these hotels satiates the nature lovers. The Casino Hotels in India have large swimming pools with the multicuisine restaurants serving Indian, Continental, special seafood et al. the rooms of the Casino Hotels of India are elegantly appointed blending tradition with the contemporary trend.The management of the Casino Group of India also organizes activities like the cruises on the backwaters, fishing trips and visits to traditional coir- making units for the guests. The Casino Group Hotels staff serves you with a smile. The world-class amenities combined perfectly with Indian traditional hospitality mark the various hotels of the Casino Group of India.You will certainly come across the best of holidays at the most reasonable rates. So get set go for your dream holiday and retreat with golden memories .to look forward for the next Indian Holiday.

CGH Earth is a five-decade long experiment in hospitality. CGH properties are mirrors held up to the environments and communities they are born from. Nothing has been added that does not already belong. Because nothing more was necessary. The result, we like to believe, are experiences as immersive as they are authentic.

For the first time visitor to Kerala, it's the ideal place to start. For here you can transit gracefully between two worlds. On the one hand, the cosmopolitan delights of Cochin, with its restaurants, shopping and entertainment. On the other, Kerala's unique culture, manners and cuisine.

FROM very small beginnings, the Casino group of hotels based in Kerala has grown rapidly to etch a name in the international and domestic tourism markets.

But the group is not resting on its laurels and has charted out big plans for its future.

Now properly introduced, you are guided to your room. Simplicity and elegance are the leitmotifs, as indeed they are in all our properties. The parquet floors in the room are a distinctive touch and you can luxuriate with bubble bath and shampoo from the little clay pots in your spacious bathroom. Once you're rested, ready, and refreshed, it's time to sail into Cochin.

casino hotel, cochin Willingdon Island, in the middle of the Cochin harbour, is a British legacy, created by Lord Bristow when he dredged the seabed to secure the city future as an international port. Ideally located between Fort Cochin and the modern mainland town of Ernakulam, it is the home of four flagship hotels, The Casino - a gateway to Cochin, Kerala and the tropical Lakshadweep Islands.

Coconut Lagoon - Casino Group of Hotels , Kumarakom, Kerala.

Hidden away in Kerala's famous backwaters, Coconut Lagoon is one of Southern India's most discreet holiday destinations, an exclusive haven with a unique cultural heritage. The resort can only be reached by boat and offers a fascinating insight into the past. Guests stay in genuine 'tarawad' cottages - traditional wooden family houses. In danger of being destroyed, each one has been brought here from different parts of Kerala and carefully reassembled to include every modern luxury. It's a stunning combination : conservation mixed with comfort, tradition with tranquility.

Kalari Kovilakom, the palace of the ancient Vengunad Kingdom in Kerala now converted into a palace for Ayurveda, offers Ayurveda in its most authentic and substantive form as the Rajas of Vengunad would have had it. Without wine, meat and shoes.Adhering to the strict tenets of Ayurveda as an universal healing art rather than a medical system, the treatment offered is a combination of the physical, psychological and spiritual therapies in our approach to health that is relevant to the modern world as it was to the ancient world. Nothing has been re-invented, nothing diluted. Ayurveda works from outside in. Yoga works from inside out. Both in harmony works towards the wholeness. "Most people live - Whether physically, intellectually or emotionally - in a vertical circle of their potential being."

spice coast cruises, puthenangadi

Casino presents yet another wonderful way to see Kerala in all its

splendor. Spice Coast Cruises. The traditional houseboat of Kerala is

one of the most enduring images of the backwaters - its natural,

cocoon-like profile complementing the surrounding countryside. One

couple has the exclusive run of the entire boat - ensuring privacy for

honeymooners - and guests are attended to by a personal cook and

two boatmen.

spice village, thekkady Set in the heart of the Cardamom Hills of Kerala, Spice Village is an unprecedented tourist destination, offering a rare opportunity to South India's wildlife and beauty. The village lies just outside Periyar Tiger Reserve, and a stay here is the perfect way to appreciate and respect the environment. This is a place for anyone who loves nature: somewhere to fill your lungs with fresh mountain air. Recreating the mood of a local tribal community, the architects have designed 37 individual cottages amongst a landscaped spice garden. Each dwelling is thatched with elephant grass and offers simple luxury and privacy.

INTERNATIONAL GROUP OF HOTEL

GROUP OF HOTELS

(FOUNDER) Jack Dyer Crouch

Jack Dyer Crouch (22 October 1915 - 25 July 1989) was an American entrepreneur and conglomerate organizer born in

Columbia, Missouri

HISTORY OF HYATT CORPORATION:

Celebrating more than 50 years of history, Hyatt Hotels Corporations. well-established reputation as an industry innovator provides a wealth of inspiration as the company looks forward to its next era of creative hospitality.

The original owners were entrepreneurs, Hyatt von Dehn, He created the Hyatt Hotel chain in 1954 with his partner Hyatt R. von Dehn, and later became a Hilton Hotel Franchise Owner in the United States. He is accredited with conceptualizing and building the world's first fly-in (airport) hotel, The Hyatt House Los Angeles. Von Dehn was eager to get out of the hotel business after a few years, so he sold his share in the hotel to Jay Pritzker. Jay's younger brother Donald, under Jack Crouch's mentorship, took over day-to-day operations of the company and its portfolio quickly grew to include several other modest hotels along the West Coast and in Chicago over the next ten years.

In 1967, Hyatt opened its first major John Portman designed hotel, Hyatt Regency Atlanta , in Georgia, which featured a space-age design with a dramatic, 21-story atrium lobby. The revolutionary architecture spawned scores of atrium lobbies around the world, effectively changing the course of the lodging industry and reshaping the Hyatt brand as an innovative and significant global hospitality leader .

In 1969, Donald opened Hyatt's first overseas hotel, the Hyatt Regency Hong Kong

By 1969, 13 Hyatt hotels were in operation throughout the United States. That same year, the company launched Hyatt Regency Hong Kong , establishing Hyatt International Corporation .

In 1972, Hyatt formed Elsinore Corporation, a subsidiary to operate the Four Queens Hotel and Casino and the Hyatt Lake Tahoe.

After Hyatt became a private company in 1979, Elsinore was spun off into a public company. The company opened the Playboy Hotel and Casino as a joint venture with Playboy Enterprises.

In 1980, the Grand Hyatt and Park Hyatt brands were introduced. Hyatt has become known for its resorts after the opening of Hyatt Regency Maui in 1980. Today Hyatt has over 434 hotels worldwide.

In December 2004, Hyatt Hotels Corporation announced it would acquire AmeriSuites, an upscale chain of all suite business class hotels from affiliates of the Blackstone Group, a New York based private equity investment firm.

In December 2005, Hyatt Hotels Corporation announced a second limited service acquisition, Summerfield Suites. Again the seller was the Blackstone Group. Blackstone had inherited Summerfield Suites from its purchase of Wyndham International. Summerfield Suites will be rebranded as Hyatt Summerfield Suites and positioned to compete in the upscale extended stay market against brands such as Residence Inn, Homewood Suites and Stay bridge Suites.

The 2007-launched Andaz brand is sophistication made simple delivered with a genuine warmth; Hyatt Regency enables productivity and revitalization within a responsive, convenient and contemporary environment; Park Hyatt , a discreet and refined collection located in fashionable cities around the world, epitomizes modern luxury.

On August 6, 2009, it was reported that Hyatt Hotels Corporation filed plans to raise up to $1.15 billion in an initial share sale. Hyatt plans to list the shares on the New York Stock Exchange under the symbol H. According to the filing, Mark S. Hoplamazian will serve as CEO and Thomas Pritzker will serve as Executive Chairman.

On August 31, 2009 three Hyatt hotels in Boston laid off their entire housekeeping staffs, outsourcing the work to a Georgia company creating strong public backlash.

The housekeepers, who were fired without previous notice although some of them had worked for the Hyatt for over 20 years, became collectively known as the Hyatt 100. In December, 2009, Hyatt was named the "Massachusetts Scrooge of the Year" by Jobs with Justice.

Hyatt manage, franchise, own and develop Hyatt branded hotels, resorts and residential and vacation ownership properties around the world. As of March 31, 2010, the company's worldwide portfolio consisted of 434 properties.

6 March 2011, 'Hyatt Regency' Hotel, Kyiv, 5-a A. Tarasovoyi Street Dec Education Agency invites to discover British education opportunities at the 'Best of British Education' exhibition within 'Education Abroad Days 2011'. Best British language centers, private schools and universities will be presenting their offers.

Park Hyatt Sydney Unveils Plans for Hotel Renovation The iconic Park Hyatt Sydney is set to undertake a dramatic

transformation. The largest renovation in the hotel’s 20-year history. Scheduled to commence in April 2011, the renovation programmed will take place over a period of seven months, and will involve closure of the hotel to allow for the extensive work to be completed. Park Hyatt Sydney is due to re-open its doors late in October 2011.

Park Hyatt Sydney’s renovation plan remains subject to government approval and has been scheduled to coincide with the hotel’s winter period to minimize disruption to guests. The hotel is currently accepting reservations until 27 March 2011, before embarking on its exciting transformation. The new design will be spearheaded by leading interior designers BAR studio.

As a unified portfolio, Hyatt's properties share core values across the Hyatt brand: exceptional guest service, upscale amenities, popular food and beverage programs, and innovative interior designs that incorporate local art and style. Currently offering travelers a choice of more than 365 hotels and resorts in over 45 countries, Hyatt Hotels Corporation continues to build on its commitment to clients, staff, partners and the environment as it grows its dynamic vision for the future of hospitality.

Today, Hyatt successfully distinguishes itself within the competitive hospitality marketplace with six different brands, each designed to deliver experiences attuned to the lifestyles, attitudes, values, and aspirations of the guests for whom it is designed.

Grand Hyatt Mumbai Mumbai, India. Try a multidimensional lifestyle complex, a true city landmark

Hyatt Regency Delhi New Delhi, India. Experience a palatial complex hewn from native sandstone of the area

Park Hyatt Goa Resort and Spa South Goa, India.Nestle yourself in pousadas amid glittering waterways and lagoons

Hyatt Regency Kolkata Calcutta, India.Relax in a premium contemporary business hotel with classic standards

Hyatt Regency Mumbai Mumbai, India.Experience the city's premier gateway hotel, strategically located close to both airport terminals

Grand Hyatt Mumbai

Grand Hyatt hotel, Dubai Hyatt Hotel, Abu Dhabi

Hyatt hotel, Baku, Azerbaijan Park Hyatt Washington

Hyatt Regency in Atlanta, Georgia

Hyatt West Hollywood, now Andaz West Hollywood, in West Hollywood, California

Grand Hyatt Guangzhou, china

Grand Hyatt Guangzhou will be the fourth Grand Hyatt hotel in mainland China, following Grand Hyatt hotels in Beijing and Shanghai. Hyatt currently operates 10 hotels in Greater China, including Grand Hyatt Beijing, Grand Hyatt Hong Kong, Grand Hyatt Shanghai, Hyatt on the Bund, Shanghai, Grand Hyatt Taipei, Hyatt Regency Dongguan, Hyatt Regency Hangzhou, Hyatt Regency Jing Jin City Resort and Spa, Hyatt Regency Tianjin and Hyatt Regency Xian. An additional 12 hotels are under development.

Hyatt Ekaterinburg in Russia Hyatt Hotel Amman, Jordan

Hyatt Place in Chantilly, Virginia, USA

Hyatt Place Louisville, Kentucky

A Hyatt Regency in Santa Clara, California, in the United States, Westin Hotel

The Park Hyatt of Buenos Aires, Argentina

A Hyatt Regency in Cologne, Germany.

Grand Hyatt Cairo, Egypt

Hyatt Regency at Orlando International Airport

Looking up inside the 32-story atrium of the Shanghai Grand Hyatt, part of the Jin Mao Tower

Hyatt Place Secaucus, Meadowlands

Grand Hyatt Hotel Muscat, Oman

(p1b) Analyses the different facilities

offered by different categories

(Luxury, Semi-luxury, Budget) of

hotels in India. Give presentation to

highlight the USP of each category.

Taj Krishna

Facilities:

Broadband Internet access

Colour copier Laptop computers on

hire Mobile phones on hire Multimedia computers Secretarial services Wireless Internet access Workstations Babysitting Beauty parlour / Hair

salon Bookshop Fitness Centre

Shopping arcade Souvenir shop Swimming pool

Car hire service Currency exchange Doctor-on-call Express laundry / dry

cleaning Florist Travel assistance Wireless Internet Meeting events are a

pleasure with comfortable seating for 6 to 16 persons

Water sports (paragliding, boating)

ROOM TARIFF

ROOM TYPE SINGLE DOUBLE

Deluxe Room 244 277

Deluxe King Room-king Size Bed Rs.9087 Rs.10326

Deluxe Twine Room-twin Beds Rs.9087 US$.273

Suite US$.399 US$.412

Suit King-king Size Bed US$1774 US$.1774

Luxury Suite US$.554 US$.554

Club King Room-king Size Bed Rs.20652 US$.346

Address:

Taj Krishna, Hyderabad

Road No. 1, Banjara Hills,

Hyderabad - 500 034

India.

Tel : (91-40) 66662323

Fax : (91-40) 66661313

Email: krishna.hyderabad@tajhotels.com

KATRIYA HOTEL

FACILITIES: 24 hours room

service

In room tea/ coffee

maker

Non-smoking rooms

Beauty salon

Shopping

24-hour front desk

In room mini bar

Travel desk

Swimming pool

Fitness center

Safe deposit lockers

Business center &

secretarial services

Foreign currency

exchange

In house laundry &

dry cleaning

Complementary

internet facility (Wi-

Fi)

Doctor on call

280 no. car parking

ROOM TYPE SINGLE DOUBLE

Katriya Deluxe Rs. 4500 Rs. 5000

Katriya Club Rs. 5400 Rs. 5900

Katriya Towers Rs. 6300 Rs. 6800

Katriya Luxury Suite

Rs. 7200 Rs. 7200

Tower Suites Rs. 9000 Rs. 9000

Presidential Suites

Rs. 18000 Rs. 18000

ROOM TARIFF

Location:

#8, Raj Bhavan Road,

Somajiguda, Hyderabad,

A.P, India.

Tel:

+914023325678/66135678,

Fax: +914023394411

E-mail:

resv@katriyahotel.com

ADITYA

HOMETEL

FACILITIES: Gymnasium Wi-Fi facilities Doctor on call Travel Desk/Car Rental Car Parking Laundry Service Conference Hall Credit Card Deposit Locker Currency Exchange Business Centre

CATEGORY SINGLE DOUBLE

Superior Room

Rs. 2990 Rs. 3590

Junior Suit Rs. 4390 Rs. 4990

ROOM TARIFF

Location:

Adjacent to satyam Theatre,

Balkampet Road, Ameerpet,

Hyderabad - 500038

Tel: (040) 663 8888 / 092465

66677.

Fax: +91406630 8989

E-mail:

ahh@sarovarhotels.com

Budget Semi-luxury Luxury

Total no. Rooms

92 234 260

Types of rooms 2 6 9

No. Of facilities

11 17 24

Swimming pool

no Yes Yes

Bar yes Yes Yes

Banquet hall capacity

20 2000 1000

Extra bed/ double occupancy

300 500 1000

CAMPARISON CHART

P2: demonstrate with the help of role play, the range of services provided by the front office department to a specific type of guest (DFIT, FFIT,

CVGR & CIP) from the time that he has made his booking until he settles

his account during departure.This demonstration can be a group

activity in which students can brainstorm and present the entire

guest cycle using appropriate terms and dummy forms, registers keys

etc. applicable at each stage of the guest cycle.

Introduction Of Front Office Department:

The Front Office function of a Hotel is to act as the public face of the hotel, primarily by

greeting hotel patrons and checking in guests. It also provides assistance to guests during their stay, completes their accommodation, food and beverage, accounts and receives payment from

guests. Front Office is the "nerve center" in the entire

hotel operations. All the transaction passes through within this department.

The different departments of front office:

ReservationsReceptionThe

telephone/communication department

Information (optional)Bell deskFront office casherTravel deskGuest relationsBusiness center

•The front office of a hotel generally performs •the following basic activities: •Processing advance reservationsRegistering guestsRooming guestsHandling guests’ luggageIssuing room keysProviding informationHandling guests’ mail and parcelAdministering telephone serviceAccounting (making payments and billing)Checking out guests•a) Front Office: Sell guestrooms; register guests and design guestrooms Coordinate guest services Provide information Maintain accurate room statistics, and room key inventories Maintain guest account statements and complete proper financial settlements •b) Reservation: Receive and process reservation requests for future overnight accommodations. With technology development, the Reservation Department can, on real time, access the number and types of rooms available, various room rates, and furnishings, along with the various facilities existing in the hotel Edgar Dsouz

(P3a)What is the housekeeping department considered to be the back bone of a hotel? Prepare a 3 minute oral presentation with the

help of slides.(P3a)What is the housekeeping

department considered to be the back bone of a hotel? Prepare a 3 minute oral presentation with the

help of slides.

THE HOUSEKEEPING DEPARTMENTS:

Desk controlLaundry Linen roomhorticultureSecond service Shoe shine Turn down service Pressing Valet service

IMPORTANCE OF HOUSEKEEPING:

House keeping is a department that deals essentially with

cleanliness and all the ancillary service attached to that.

The House keeper is the only departmental head who has access to

every department. The only departmental head to maintain relation

with other departmental heads and thus obtains an overview of the

entire operation.

The Housekeeping staffs are the eyes and ears of the management.

The guest forms his impressions by seeing the furnishing ,spotlessly

clean ,and air odor free room. Hence it plays a major role in retaining

or loosing of a guest.

If the eyes are the mirrors of the soul, cleanliness of a hotel reveals

the type of service that a certain hotel can offer.

Through strict observance of cleanliness, a hotel is in great chance

of inviting and persuading a lot of customers to check in.

P3b:Prepare a layout of standard

room of hotel exhibiting the basic amenities provided.

layout of standard room