Hospitality – 1 Assignment

Learner’s Name
Course Title
Assessor’s Name
Internal Verifier
Name
Unit Number and Unit 7 Hospitality – Room Management
Title
Assignment Title
Outcome Unit – 7
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 Name 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
 Analyse 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,
 Hospitality – 1 Assignment

and guests who come into contact with the front

office.
Backgroun You have been selected as a Front Office Assistant of a 5 star
d or Hotel. As part of your six months Probation you will undergo
Scenario 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.

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 upto 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. Write your findings below. (PASS)

Ans. JW Marriott Hotels and Resorts History: JW Marriott Hotels & Resorts, namesake
of John Willard Marriott, Founder, Chairman and CEO of Marriott International, is a
luxury hotel chain. Founded by J. Willard and Alice Marriott and guided by the
Marriott family leadership for more than 80 years, the company is headquartered in
Bethesda, Maryland, USA. Marriott International was formed in 1993 when Marriott
Corporation split Marriott Corporation. Facilities: Marriott hotels are known for their
diverse range of accommodations, including luxury and premium brands like The Ritz-
Carlton, JW Marriott, and W Hotels, as well as more affordable options like Courtyard
by Marriott and Fairfield Inn & Suites. Common facilities across Marriott hotels
include well-appointed rooms, dining options, meeting and event spaces, fitness
 Hospitality – 1 Assignment

centers, and in some cases, spa services. The brand caters to a wide range of
travelers, from business professionals to families, offering a variety of amenities to
suit different needs Accor Hotels History: Accor Hotels is a French hotel group and
was founded in 1967, with the opening of the first Novotel in Lille Lesquin. It is
headquartered in Paris, France. It was started by Paul Dubrule and Gerard Pelisson
Facilities: AccorHotels offers a diverse portfolio of brands, catering to various
segments of the market. From luxury brands like Fairmont, Sofitel, and Raffles to mid-
scale brands like Novotel and Mercure, Accor provides a variety of accommodations
to meet the needs of different travelers. Common facilities across Accor hotels
include comfortable rooms, dining options, meeting and event spaces, fitness centers,
and loyalty programs. The company places a strong emphasis on sustainability and
innovation in its services. Comparison: Both Marriott International and AccorHotels
offer a wide range of accommodations to cater to diverse customer preferences.
While Marriott has a strong presence in the United States and globally, AccorHotels
has a significant international footprint, particularly in Europe. In terms of facilities,
both chains provide similar amenities, including comfortable rooms, dining options,
meeting spaces, and fitness centers. The specific offerings may vary based on the
brand within each chain, with luxury brands providing more upscale amenities
compared to mid-scale or budget options. Both chains also prioritize innovation and
sustainability in their operations

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- traveler’s cheque/ credit card
(PASS)
 Hospitality – 1 Assignment

Ans.
Types of Hotel Guests

Free Independent/Individual Traveler (FIT) - A national guest who checks in as an

individual and not as part of a group.

Foreign Free Independent/Individual Traveler (FFIT) - An international guest who

checks in as an individual and not as part of a group.

Company Volume Guaranteed Rate (CVGR) - A guest who checks in and his bill will be
paid by his company. Very Important Person (VIP) - A guest who is considered to be
important due to

Commercially Important Person (CIP) - A guest who is important due to his capacity to
give business to the hotel on a regular basis.

They typically provide services like:

Reservation Services: The front office handles all reservations, ensuring that rooms
are available for the guests when they arrive.

Check-In and Check-Out Services: The front office manages the check-in and checkout
process, providing a smooth transition for guests.

Guest Services: The front office provides various guest services, such as handling
guest requests and complaints, providing information about the hotel and local
attractions, and arranging transportation services.

Billing Services: The front office manages the guest’s account, ensuring that all
charges are accurately posted and collected upon departure.

Let’s talk about the topics given below I choose;

a) Telephone etiquette It is crucial in maintaining professionalism and effective
communication. It includes

Answer Promptly: Try to answer the call within the first two or three rings.

Introduce Yourself: Immediately introduce yourself and your company.

 Hospitality – 1 Assignment

Speak Clearly: Ensure your voice is clear, calm, and professional.

Listen Actively: Show the caller that you’re engaged and interested in what they have
to say.

Use Appropriate Language: Avoid slang and use professional language.

Remain Cheerful: A positive attitude can often be heard through the phone and can
set the tone for the conversation.

Ask Before Holding or Transferring: Always ask for the caller’s permission before
putting them on hold or transferring the call.

Question 3. Explain how the Housekeeping department contributes towards earning

hotel revenue. Write your findings below. The findings should not exceed 10-15
sentences. Also, describe a standard room in a hotel, exhibiting the basic amenities
and facilities provided.

Ans.
. Housekeeping ensures that the guest feels that the hotel is his ‘Home away from
Home’, Thereby Housekeeping make sure he returns to the hotel and/or promote
the hotel positively. Repeated business and positive publicity lead to definite
revenue. Housekeeping not only helps to earn revenue. Housekeeping is the
backbone of a hotel.

Standard Room is a room with a double bed and can be sold on a single or double
occupancy basis. It typically includes a comfortable bed with quality linens, an in-
suite bathroom with toiletries, a television, a work desk, and adequate storage
space. Additionally, there is usually a telephone for guest communication, a minibar
or refrigerator, and tea/coffee-making facilities. Basic amenities such as towels,
bathrobes, and slippers are provided for guest comfort. Access to Wi-Fi and climate
control are standard features, catering to the modern traveler's needs. Overall, a
well-equipped and aesthetically pleasing standard room contributes to positive
guest experiences and, in turn, helps drive hotel
 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
Accept a reservation for an 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

Accept a reservation for an 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

Accept a reservation for an 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.

FIDELIO CASE STUDY - 4

Accept a reservation for an Foreigner Free Individual Traveller guest and confirm it.
2. Check in the guest. 3. Do a Room Move for him. 4. Put the earlier room – Out of
Service 5. Exchange $400 for the guest. 6. Post 5 bills – room tariff, tax, laundry,
 Hospitality – 1 Assignment

champagne and juice. Create a single guest folio. 7. Settle the bill and check out the
guest.

FIDELIO CASE STUDY - 5

Accept a reservation for a Corporate Client guest and put it on Waitlist. 2. Confirm
the Waitlisted Reservation. 3. Check-in the guest. 4. Put a locator – Guest in meeting.
5. Accept a trace for an extra bottle of water. 6. Post 5 bills – room tariff, tax, laundry,
champagne and juice. Create a single guest folio. 7. Settle the bill and check out the
guest.

Ans.

1. Accept a reservation for a Free Individual Traveler (FIT) guest and confirm the
reservation using the Fidelio Software.

2. Use the Fidelio Software to check in the guest.

3. Accept a message for the guest. Later, deliver the message to the guest.

4. Make an ADD ON reservation for the guest.

5. Perform a Room Move for the guest due to a major leakage.

6. Post 5 bills to the guest folio: Room tariff, Tax, Breakfast, Bar, Coffee shop

7. Settle the bill using the Fidelio Software. 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

 Hospitality – 1 Assignment

Front office supervisor: Good morning, ma’am

Mr. Jennifer.: Good morning

Front office supervisor: Welcome to the Taj Mahal Hotel how may I help you

Mr. Jennifer. I want to book room for five Night

Front office supervisor: Sure mam. What type of Room would you like

Mr. Jennifer.: I want to book single bed Room with colorful curtains

Front office supervisor: I am sorry mam we don't have Such kind of rooms

Mr. Jennifer.: Oh. It is my first trip in this city.

Front office supervisor: I am sorry mam

Mr. Jennifer.: My insists that 2 pieces of Luggage be kept at the le Luggage room

Front office supervisor.: mam you want to sight

Mr. Jennifer.: she checks in to the hotel

Mr. Jennifer.: I want to see trip of the city and the surrounding

Front Office Supervisor: Great! We'd be delighted to assist you in exploring our
beautiful city. Now, regarding the room, while we currently don't have the single bed
room with colorful curtains available, we do have other wonderful options. I can
suggest a spacious double room with a great city view. Would that be suitable for you,

Ms. Ross?

Ms. Jennifer: Well, I guess that would work.

Front Office Supervisor: Perfect! I'll make a note of that. Now, about your luggage,
we'll ensure that your two pieces are securely kept in our left luggage room. You can
feel free to proceed with your sightseeing plans without any concerns.

Ms. Jennifer: Thank you.

Front Office Supervisor: Additionally, if you need any assistance with your sightseeing
trip or information about the surrounding places, our concierge service will be more
 Hospitality – 1 Assignment

than happy to help. Now, is there anything else I can assist you with?

Ms. Jennifer: Yes, I have a fax that needs to be sent. Can you guide me to the business
center?

Front Office Supervisor: Certainly, Ms. Ross. Our business center is conveniently
located on the third floor. I'll personally guide you there after we complete your
check-in process.

Ms. Jennifer: That would be appreciated.

Front Office Supervisor: And just to make your stay a bit more special, we do offer a
variety of amenities. While the complimentary bottle of champagne isn't a standard
inclusion, I can certainly arrange that for you as a gesture of warm hospitality during
your stay. How does that sound?

Ms. Jennifer: Oh, that's wonderful! Thank you so much.

Front Office Supervisor: You're very welcome, Ms. Ross. If there's anything else you
need or if you have any specific preferences during your stay, feel free to let us know.

We're here to make your visit to our city as enjoyable as possible.

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.
 Hospitality – 1 Assignment

Answer

Question 6 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

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
1.Create a compelling headline for your hotel brochures:
The top 3 of our brochure or rack card is the space we use to capture consumers'
attention, so make sure our designer understands that this is powerful real estate.
Use colors that are quick to draw attention and that are easy to read. Use a simple,
bold font, and use the headline to sell the experience. And put these copywriting tips
for hotels to work.

2. Maximize the use of color and photographs in brochures:

Oftentimes, we only have a second to catch the attention of a traveler or meeting
planner, so we'll want to make our rack brochure aesthetically pleasing to start off
with by using pops of eye-catching colors. The top portion of the card needs to
include either our logo or the title of the card's content, and the most dramatic
imagery we have of your property. Minimize use of cheesy stock photography
whenever possible, people know an unauthentic image when they see one.
 Hospitality – 1 Assignment

3.Design our brochure within our hotel's branding:

Many people will see our card, even if they do not take it and carry it with them. It is
vital that when designing we maintain our brand's stand-in quality, content, and
color.Selecting a generic template online or throwing together a quick layout may
save our money at first, but will establish a perception that is confusing and/or
negative for many potential clients. Improve our hotel brand marketing.

4. Tell our guests why to stay at our hotel and how:

We mustn't forget to include a call to action on our hotel brochure, including our
reservation line and our website. Insert a map showing our location and if, space
allows, include short lines of testimonials from review sites. We can see inspiration
for compelling ways to compile our pamphlet content here.

5. Feature focused content in our hotel brochure:

We must be clear about our messaging and our target audience; this will increase our
card's chances of being remembered. Refrain from trying to stuff too much
information or copy in the card, or else it will clutter the design. Best bet is to write
the copy, then edit out 25 percent of that. When the designer comes back with the
initial design, edit down the copy even more.

6. Always proofread the brochures:

Have two to three others in our hotel look at the rack card before it goes to
print.Fresh eyes will and it easier to spot mistakes, and they may even catch what's
missing in the design or copy that we may have overlooked. Once we've complete
proofreading, pick the best way to print our hotel brochures. This thing will help us to
make our customer visit us again and again.