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 Date
Signature
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 You have been selected as a Front Office Assistant of a 5-star Hotel.
or Scenario As part of 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.
 Hospitality – 1 Assignment

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. Service provide by front office department For Guest are follow :
Guest Registration: Does all guest registration-related activities like Check-in, room assignment,
welcoming, room rate etc.

Guest Service: Fulfils any Guest Services related activities.

Guest History and records: Creates and maintains a guest profile, history, likes and dislikes, collect
feedback etc.

Guest Database: Develops & maintains a Comprehensive Database of Guest Information

Updates Room Status: responsible to update the correct room status like CI, CO, DNCO, DND etc.

Reservation: This section is responsible in registering the room reservation from various sources,
with recordings, filing of reservation records, and revise on the appropriate time to make sure that
guests would have their rooms upon entering the hotel.

Postage and Parcels: This section is to facilitate guests pertaining to the posting of letters,
telegrams, and parcels.

Telephone: This section is to facilitate guests pertaining to the telephone both internally and
externally, and to wake guests up in the morning upon request.

Finance and Foreign Exchange: This section relates with the Accounting Department, through the
collection from guests through their services, and also give the foreign exchange service.

Inquiry: This section is to answer questions and inquiries of guests. Therefore, this section would
have to be alert with all the movements of the hotel.

Bell Desk and Concierge: Provide all services related to Bell desk and Concierge.
 Hospitality – 1 Assignment

Typical Staff position under the Rooms division Department

Front Desk Agent: Registers guests, and maintains room availability information.

Cashier: Maintains and settles guest folios, and properly checks out guests.

Night Auditor: Controls the job of the Accounts Receivable Clerk, and prepares daily reports to
management (ex: Occupancy Report and Revenue Report).

Mail & Information Clerk: Takes Messages, provides Directions to Guests, and maintains Mail.

Telephone Operator: Manages the Switchboard and coordinates Wake-up Calls.

Reservation Agent: Responds to Reservation Requests and creates Reservation Records.

Uniformed Service Agent: Handles Guest Luggage, escorts Guests to their Rooms, and assists
guests for any bit of information requested.

Effective sales Techniques

essential hotel room sales strategies are:

Every hotelier needs to implement sales strategies that work best for their own target market as
well as for their local destination. Ultimately, it is up to the hotel operator or manager to create a
customised sales strategy that will drive the most room sales at their own individual property, but
these are some of the top hotel room sales strategies to consider:

1. Hotel group sales strategy

This strategy may require an overhaul of your normal marketing and sales approach. The idea is to
sell rooms and meeting spaces to corporate groups; it’s important you can offer a deal for both.
Landing these types of sales requires innovation but it can be very beneficial for repeat business if
you do. The most cost effective way to secure group bookings is by connecting directly to planners.
You can list your property on venue marketplaces where planners can view floorplans, photos, and
unique differentiators. It’s also important to segment your target audience so you can make
compelling offers to the right kind of groups for your property.

2. Hotel direct sales strategy

With this sales strategy, the priority is to earn direct bookings online from as many guests as
possible. Direct bookings are the most beneficial booking for hotel operators because these
bookings generate the most revenue. There are no agents or other distribution partners that must
be paid a commission when a guest books directly online. In order to implement a direct booking
 Hospitality – 1 Assignment

strategy, hotel managers should invest in an online booking system that syncs with their existing
website and property management system. Hotel operators should also prioritise their social media
strategy when focusing on increasing direct bookings.

Increase hotel room sales CTA

3. Destination marketing sales strategy

This type of sales strategy requires a hotel operator to work with other tourism business
professionals in their destination to promote the region as a whole. Through a destination marketing
campaign, local businesses team up to target the most powerful inbound tourism markets and drive
more traffic to the general area.

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)

Answer Housekeeping is the major operational department of a hotel which is responsible for cleaning guest
rooms and hotel from top to bottom. It is a known as backbone of the hotel and also regarded as to a heart
to a hotel. Headed by Executive Housekeeper

The housekeeping department is one the major departments. None would like to visit a

place which not clean and well maintained, everyone wishes to stay in a clean and pure

ambience and here comes the housekeeping department. If the room is well maintained it automatically
increases the gorgeous appeal of the environment. The housekeeping

department contributes to earning profit in hotel revenue by keeping the hotel clean,

fulfilling needs of the customers and keeping the customer satisfied with the service.
Hospitality – 1 Assignment
 Hospitality – 1 Assignment

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

FIDELIO CASE STUDY - 1

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

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.

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.

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 5You 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

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
Hospitality – 1 Assignment