INDUSTRIAL TRAINING

REPORT

HYATT REGENCY MUMBAI

BY

PRANAY JUYAL

OF

II Year, B.Sc. in Hospitality &

Hotel Administration

NCHMCT Roll No.12****

Semester IV
Batch 2012 – 2015

Institute of Hotel Management, Catering Technology and

Applied Nutrition, *********
 ACKNOWLEDGEMENT

I attribute my sincere thanks to our institute, Institute if Hotel Management,

Hyatt Regency Mumbai for providing me this big platform to experience the
valued training of hospitality sector.

I would also like to thank Mr. *********** and Mr. ******** for their constant
support throughout my training. I am very grateful to them for their
involvement and teaching different facets of the hospitality sector. I would
also like to thank my beloved parents and my friends for their utmost
assistance during my internship.

I would also like to express my sincere gratitude towards the entire staff for
their immense support, continuous guidance and impartation of their
valuable knowledge which made this internship successful.

5. Page of contents
U knw wat to write here!

6. Introduction to hotel group

Hyatt was founded by Jay Pritzker in 1957 when he purchased the Hyatt
House motel adjacent to the Los Angeles International Airport. Over the
following decade, Jay Pritzker and his brother Donald Pritzker, working
together with other Pritzker family business interests, grew the company
into a North American management and hotel ownership company, which
became a public company in 1962. In 1968, Hyatt International was formed
by Pritzker family business interests and subsequently became a separate
public company. Hyatt Corporation and Hyatt International Corporation
were taken private by the Pritzker family business interests in 1979 and
1982, respectively. Prior to June 30, 2004, Hyatt Corporation, which
primarily consisted of the North American hotel management and franchise
companies, was owned by HG, Inc. (HG). H Group Holding, Inc. (H Group),
which is owned by Pritzker family business interests, owns HG. In addition
to owning Hyatt Corporation, HG owned various other North American
hospitality related businesses (primarily consisting of hotel properties and
the vacation ownership business) and on June 30, 2004 contributed these
hospitality related businesses to Hyatt Corporation. Following such
contribution, the stock of Hyatt Corporation was distributed to the Pritzker
family business interests that owned H Group. We refer to this transaction
as the “June 2004 Transaction.” Following the June 2004 Transaction,
substantially all of the hospitality assets owned by Pritzker family business
interests, including Hyatt Corporation and Hyatt International Corporation,
were consolidated under a single entity. On August 4, 2004, Global Hyatt,
Inc. was incorporated in Delaware and subsequently changed its name to
Global Hyatt Corporation. On December 31, 2004, pursuant to a Master
contribution Agreement, the stock of Hyatt Corporation and the stock of AIC
Holding Co. (AIC), the owner of Hyatt International Corporation and other
international hospitality related assets and operations, as well as hospitality
related assets and operations held by certain other entities owned by
Pritzker family business interests, were contributed to Global Hyatt
Corporation by their respective owners in exchange for shares of Global
Hyatt Corporation common stock. As a result of this transaction, Hyatt
Corporation, AIC and Hyatt International Corporation became wholly-
owned subsidiaries of Global Hyatt Corporation. The contribution was
reflected as a transaction between entities under common control as of
January 1, 2004. On June 30, 2009, Global Hyatt Corporation changed its
name to Hyatt Hotels Corporation. On November 10, 2009, we completed
an initial public offering of 43,700,000 shares of our Class A common stock,
of which selling stockholders sold 38,000,000 shares and we sold
5,700,000 in connection with the underwriters’ exercise of their option to
purchase additional shares. In connection with the offering, our Class A
common stock began trading publicly on the New York Stock Exchange
under the symbol “H” on November 5, 2009.

Overview
Hyatt Hotels Corporation is a global hospitality company with widely
recognized, industry leading brands and a tradition of innovation developed
over our more than fifty-year history. Our mission is to provide authentic

hospitality by making a difference in the lives of the people we touch every

day. We focus on this mission in pursuit of our goal of becoming the most
preferred brand in each customer segment that we serve for our
associates, guests and owners. We support our mission and goal by
adhering to a set of core values that characterize our culture. We believe
that our mission, goal and values, together with the strength of our brands,

strong capital and asset base and opportunities for expansion, provide us
with a platform for long-term value creation. We manage, franchise, own
and develop Hyatt-branded hotels, resorts and residential and vacation

ownership properties around the world. As of December 31, 2010, our

worldwide portfolio consisted of 453 Hyatt-branded properties (127,507
rooms and units), including:

• 177 managed properties (68,239 rooms), all of which we operate under

management agreements with third-party property owners;

• 132 franchised properties (20,249 rooms), all of which are owned by third
parties that have franchise agreements with us and are operated by third
parties;

• 90 owned properties (including 3 consolidated hospitality ventures)

(23,637 rooms) and 6 leased properties (2,851 rooms), all of which we
manage;

• 24 managed properties owned or leased by unconsolidated hospitality

ventures (10,330 rooms);
• 15 vacation ownership properties (962 units), all of which we manage;
and

• 9 residential properties (1,239 units), all of which we manage and some of

which we own.

Our full service hotels and resorts operate under five world-recognized
brands, Park Hyatt, Andaz, Grand Hyatt, Hyatt Regency and Hyatt. Our two
select service brands are Hyatt Place and Hyatt Summerfield Suites (an

extended stay brand). We develop, sell or manage vacation ownership

properties in select locations as part of the Hyatt Vacation Club, which is in
the process of changing its name to Hyatt Residence Club. We also
manage, provide services to or license our trademarks with respect to
residential ownership units that are often adjacent to a Hyatt-branded full
service hotel. We consult with third parties in the design and development
of such mixed-use projects based on our expertise as a manager and
owner of vacation ownership properties, residential properties and hotels.

Our associates, whom we also refer to as members of the Hyatt family, are
more than 85,000 individuals working at our corporate and regional offices
and our managed, franchised and owned properties in 45 countries around
the world. Substantially all of our hotel general managers are trained
professionals in the hospitality industry with extensive hospitality
experience in their local markets and host countries. The general managers
of our managed properties are empowered to manage their properties on
an independent basis based on their market knowledge, management
experience and understanding of our brands. Our associates and hotel
general managers are supported by our divisional management teams
located in cities around the world and our executive management team,
headquartered in Chicago.

We primarily derive our revenues from hotel operations, management and

franchise fees, other revenues from managed properties and sales of
vacation ownership properties. For the years ended December 31, 2010
and 2009, revenues totaled $3.5 billion and $3.3 billion, respectively, net
income (loss) attributable to Hyatt Hotels Corporation totaled $66 million
and $(43) million, respectively, and Adjusted EBITDA totaled $476 million
and $406 million, respectively.

HYATT, ITS EXPANSION AND ITS CURRENT STATUS

Hyatt Corporation opened its first hotel on September 27, 1957. Hyatt's first property at Los
Angeles International Airport was originally named Hyatt House. The owner of Hyatt House was
a local entrepreneur by the name of Hyatt R. von Dehn. Hyatt hotels expanded aggressively
along the West Coast during the next decade. However, it wasn't until 1967, when Hyatt
Corporation opened the world's first atrium hotel that the Hyatt® name became known
worldwide. The hotel's 21-story atrium tower lobby and dramatic departure from traditional hotel
architecture changed the course of the lodging industry. The challenge to hotel architects was
no longer to eliminate extra space; rather, to create grand, wide-open public spaces. By 1969,
there were 13 Hyatt® hotels in the United States. That year, a subsidiary of the newly formed
Hyatt International Corporation opened the first international hotel, the Hyatt Regency Hong
Kong.

Hyatt Regency® hotels are the core brand of Hyatt Hotels & Resorts®, offering guests
opportunities to broaden their horizons and rejuvenate. Lobbies and rooms are designed to
reflect the best of the local cultures, the food and beverage outlets are inventive, and
exceptional technology, meeting, and fitness facilities are available.

The Grand Hyatt® and Park Hyatt® brands were introduced in 1980 to further identify and
market the diverse types of Hyatt Hotels & Resorts® worldwide. Grand Hyatt® hotels serve
culturally rich destinations that attract leisure and business travellers as well as large-scale
meetings and conventions. The hotels, reflecting a grand scale and refinement, include features
such as state-of-the-art technology, sophisticated business and leisure facilities, banquet and
conference facilities of world-class standard, and specialized programs that cater to
discriminating business and vacation guests.

Park Hyatt® hotels are the company's smaller, luxury hotels designed to cater to the
discriminating individual traveler seeking the privacy, personalized service and elegance of a
small European hotel. They offer a sense of sanctuary and luxury. In addition to state-of-the-art
technology, Park Hyatt® hotels offer exceptional food and beverage facilities, intimate,
understated surroundings, and 24-hour personalized service. Since the opening of Hyatt
Regency Maui in 1980, Hyatt Hotels & Resorts® has become known as a leader in the creation
and operation of dramatic luxury resorts as well. These include, for example, Hyatt Regency
Kauai in Hawaii; Hyatt Regency La Manga in southern Spain; Bali Hyatt and Grand Hyatt Bali in
Indonesia; Hyatt Regency Cheju on the southern coast of Korea; Hyatt Regency Sanctuary
Cove and Hyatt Regency Coolum Spa & Resort in Australia's Queensland state; Hyatt Regency
Guam in Micronesia; Hyatt Regency Thessaloniki in Greece, Hyatt Regency Kathmandu, Nepal,
and Hyatt Regency Hua Hin in Thailand. Today, Hyatt Hotels & Resorts® specialize in deluxe
hotels with meeting facilities and special services for the business traveler, operates hotels in
major and secondary cities, airport locations, and leading resort areas throughout the world.
With the new hotels under development, Hyatt International Corporation will be creating more
than 20,000 job opportunities throughout the world. Hyatt Hotels & Resorts® have a reputation
not only for their physical distinctiveness, incorporating local art and design, but also for the
amenities and services provided. These special services include Hyatt Gold Passport®, Hyatt's
renowned recognition and award program for the frequent traveler; Regency Club® and Grand
Club®, VIP concierge floors; complimentary morning newspaper; specialty restaurants; and
custom catering.

HYATT AND ITS BRANDS

HYATT

At Hyatt hotels. Immerse yourself with the places and people whose every mission is to make
the most of your stay. You may be staying with us for an important meeting, to explore a new
city, or to reconnect with old friends. No matter the reason, you’ll find yourself surrounded by
enthusiastic insiders who delight in sharing the best of what each of our hotels and cities has to
offer. 

We’ll make sure your needs are met, no matter your reason for visiting. Our restaurants and
bars are bustling and invigorating. Our guest rooms are restful and reviving. Our people are
inviting and in-the-know. At Hyatt hotels, you’re more than welcome. 

Restful & Contemporary Rooms

At Hyatt Hotels our guestrooms and suites are flexible spaces that allow guests to work and
relax.

PARK HYATT
Park Hyatt has a tagline of – ‘Luxury is personal’.
Park Hyatt Experience:
A visit to Park Hyatt and you will find yourself surrounded by contemporary
luxury. Dramatic architecture and design where you are offered privacy,
personalized service and peerless quality— from original works of art to
culinary arts. Understated elegance is the underlying philosophy at every
Park Hyatt to provide you with sophisticated luxury. The architecture which
surrounds you is a stunning display of contemporary design. World
renowned architects and interior designers custom design each Park Hyatt
to brilliantly combine modern style and timeless regional trademarks with
grace and ease.

Each Park proudly reflects its unique environment and culture. Wake up to
the city you are in, with special local touches and detail found in each
corner throughout the hotel. At Park Hyatt, you will experience the best
each location has to offer—even if you choose never to leave the hotel.

Every Park Hyatt staff member is dedicated to providing you with an

incomparable level of personalized service designed for the more
discriminating of guests.

Every Park Hyatt staff member is dedicated to providing you with an

incomparable level of personalized service designed for the more
discriminating of guests.

Rejuvenate with an exquisite spa experience designed specifically to

provide you with a total sense of purity, tranquillity and peace of mind and
spirit.

Park Hyatt hotels are home to some of the world’s finest art. From Ed
Paschke to Gerhard Richter and many others, take a moment to discover
the artistry and brilliance in the collection of paintings, sculptures or other
Objets d’Art that enhance the beauty of each hotel’s contemporary interior.

GRAND HYATT
Expect nothing but the best at Grand Hyatt hotels. The most spectacular
accommodations. The most savory dining options. The most eye-opening
entertainment. You’ll find our distinctive hotels in major cities and resort
locales, right in the center of it all. Our hotels are places to enjoy, to
socialize within and entertain on any level you wish. All our hotels boast
dramatic, energetic lobbies, exquisite dining options, state-of-the-art
technology, spas, fitness centers, and comprehensive business and
meeting facilities.  So throw the wedding of your dreams, plan your yearly
conference, or just settle in for a romantic weekend of luxury for two. Our
hotels will meet and exceed all your needs throughout your stay.

Grand Hyatt Hotels serve large business destinations that attract

leisure and corporate travellers, as well as large-scale meetings
and conventions. The business hotels, reflecting grand scale and
refinement, include state-of-the-art technology, sophisticated
business and leisure facilities, banquet and conference facilities of
world-class standard, and specialized programs that cater to
discriminating business travel and vacation guests.
Grand Hyatt business hotels offer a variety of restaurants, cafes
and bars.
Additional lobby lounges are provided for business travel guests
to socialize and relax.
Meeting space in Grand Hyatt business hotels is typically,
medium-to-large in size offering the perfect size for meetings and
conventions.
The elegant ballrooms are perfect for hosting weddings, holiday
and cocktail parties of grand scale.
Business travel centres are a standard feature of all Grand Hyatt
hotels.
Offering around the clock corporate travel services, such as
secretarial needs and assistance with meetings held at the hotel.
Grand Hyatt business hotels also offer modern fitness centres
and a wide choice of recreational facilities. Fitness experts are
readily available to offer any additional support.

ANdAZ
Created in response to the discerning traveller’s need for an
experience that blends style with uncompromised service, ANdAZ
focuses on a personal attention to detail and a dedication towards
individual preferences. A renewal of the highest quality standards,
the delivery of simple luxuries. ANdAZ delights the senses.
Inspired music and the charm of the local voices. The taste of
carefully prepared cuisine. The delight of unexpected details and
a personal taste of comfort and place. Cultural sensitivities in
harmony with a global perspective.
ANdAZ provides a completely new experience in the concept of
hospitality

HYATT REGENCY
Hyatt Regency Hotels are among the company's best-known
and familiar hotels located in leading business and group
destinations around the world. These hotels feature stylish,
contemporary design, abundant meeting facilities and
extraordinary restaurants. Hyatt regency is the oldest brand of
Hyatt and the first hotel in this series was the Hyatt Regency
Atlanta.
HYATT PLACE
Hyatt Place, a new kind of hotel that puts style, innovation and
The Hyatt Touch® within everyone's reach. The guests will enjoy
a spacious guestroom with a 42" flat-panel HDTV, signature Hyatt
Grand Bed™, a plush Cosy Corner oversized sofa-sleeper that is
separated from the sleeping area, and complimentary high-speed
Wi-Fi internet access throughout the hotel. Hyatt Place. It's so
you™.

Hyatt Residence Club

Enjoy the serenity of a shimmering lake from your own private balcony.
Experience the exhilaration of skiing down a mountain topped with fresh
powder snow. Listen to crashing waves as soft ocean breezes drift through
your window. These are the vacation memories that will never leave you.
As a Hyatt Residence Club owner, make them yours when you choose the
destination and season that fit your lifestyle.
A collection of generously appointed luxury residences in exclusive
destinations, it’s an enticing alternative to a vacation or second home.
Hyatt Residence Club has perfected the “total vacation” experience. Our
collection of world-class hotels, our cultural fluency and our commitment to
exceptional service create a time-honored standard of excellence that Hyatt
owners prize above all others.

Hyatt Residence Club combines the long-term value of home-ownership

with the ultimate in vacation freedom. Your deeded fractional purchase can
be transferred to children and grandchildren. And trade your points for time
within Hyatt’s network of more than 700 destinations. The success of Hyatt
Residence Club is driven by the tireless commitment and energy of Hyatt
staff members as well as the unwavering trust of our valued owners. Their
pride of ownership creates the exceptional communities you’ll be proud to
call home.
Hyatt Zilara™ and Hyatt Ziva™
Hyatt Zilara™ and Hyatt Ziva™ all inclusive resorts are located in
some of the most lush, breathtaking settings in Mexico. Here
anything is possible, because everything you need is included 
from luxury accommodations and authentic dining options to
world-class entertainment and locally inspired activities.

Hyatt Zilara, adults-only resorts, invites guests to experience

endless opportunities to live in the moment, find ultimate
relaxation and discover the joy of a carefree stay.
Hyatt Zilara™ all inclusive resorts create endless opportunities to
live in the moment. Guests delight in unique and spontaneous
experiences, whether they seek ultimate relaxation in a carefree,
sophisticated setting or a calendar full of activities – allowing them
to explore their surroundings.
Each resort location offers spacious suites, world-class dining, an
impressive array of upscale amenities, outstanding service and
breathtaking ocean views.
Hyatt Ziva, offers guests that chance to uncover unexpected fun
and discovery as they try new things and bond in new ways with
family, friends, and soon-to-be friends. Hyatt Ziva™ all inclusive
resorts capture the fun and vitality of a vacation. Guests of all
ages discover the unexpected, as they try new things and bond in
new ways through the passion of a warm and welcoming staff, the
beauty of local culture and authentic culinary delights. The
experience will inspire stories among groups, families, friends,
and soon-to-be friends. Each resort location features plush
accommodations, impressive amenities and impeccable service –
along with a myriad of activities from fine dining options and
unique spa treatments to Children’s programming and nightly
entertainment.
HYATT HOUSE
At Hyatt House, you can keep your home life rolling. Here, the
contemporary apartment-style suites are the alternative to typical hotel
accommodations.
 Hyatt House features:
•  Spacious studio, one and two-bedroom kitchen suites with fully-fitted
kitchens, comfy living rooms, spacious bedrooms and stylish bathrooms, so
you’ll no longer have to use your bed as the sofa and dinner table combo.
•  Free WiFi and remote printing, everywhere
•  Flat panel HDTVs
•  New complimentary Kenet MD™ skin and hair care amenities
•  Pet friendly accommodations.
 HYATT IN INDIA

Hotel+Location No. of Rooms

Grand Hyatt Mumbai 547+111 apartments

Grand Hyatt Goa 312

Hyatt Regency Mumbai 401

Hyatt Regency New Delhi 512

Hyatt Regency Kolkata 233

Hyatt Regency Chennai 327

Hyatt Regency Pune 219

Park Hyatt Hyderabad 209

Park Hyatt Chennai 201

Park Hyatt Resort and Spa Goa 249

Hyatt Bangalore 143

Hyatt Hyderabad 166

Hyatt Pune 209

Hyatt Raipur 105

Hyatt Amritsar 248

Hyatt Ahmedabad 178

Hyatt place pune --- search it and write

Hyatt place hampi ---search it and write

Hyatt Regency Mumbai

Introduction
Contemporary elegance and style best describes Hyatt Regency Mumbai, the
city’s leading business hotel. A luxury 5-star hotel conveniently located on Sahar
Airport Road, Hyatt Regency Mumbai is just a kilometre from the international
airport terminal, 5 kilometres from the domestic terminal and 2 kilometres from
the business hub of Andheri-Kurla, MIDC and Seepz.

The proximity to the international/domestic airport, other business and shopping

areas like Bombay Exhibition Center, Bandra Kurla Complex, Film City Road,
Andheri West and Bandra shopping areas makes Hyatt Regency Mumbai one of
the most conveniently located hotels in Mumbai, and the most sought after 5-Star
Hotel by frequent business travelers.
Hyatt Regency Mumbai with 401 luxury rooms and suites is considered as a
premier business travel destination, offering unique dining experiences, an
extensive state-of-the-art spa and fitness center, and innovative banqueting
facilities. The accommodation is spacious and comfortable with amenities to suit
each traveler’s needs. One can also choose from a host of special offers and
room packages. The Regency Club rooms and facilities are exclusive with
complimentary services, express check-in and access to a private lounge.

Signature cuisine is what you will experience when you dine with us at Hyatt
Regency Mumbai. The hotel is home to 3 distinguished restaurants each styled
and designed keeping in mind the taste of a seasoned business traveler.

Choose Italian food at STAX, Indian and Asian specialities at Glasshouse,

delightful desserts and hi-tea at The Bakery, or distinctive cocktails at The Bar.
The hotel is home to world-class dining options, the restaurants and bars provide
the finest meals accompanied with premium beverages.  Each menu is designed
to offer the latest culinary trends and authentic favourites.

Be it business or pleasure our large meeting and conference spaces with

abundant natural light can easily accommodate any seating or theme. As a
leading wedding venue, choose from the indoor and outdoor facilities for that
memorable gathering at our hotel.

A retreat for the senses, rejuvenate and revive yourself at our award-
winning Club Prana Spa, and Fitness Centre, enjoy a competitive match with our
indoor and outdoor racquet sport facilities and a beautiful free-form outdoor pool.
Our luxury 5-star Mumbai airport hotel is truly a welcome sanctuary for discerning
executives and international travelers. 

Hotel Features
 401 Hotel Rooms & Suites
 Regency Club
 Malaysian teak floors
 Prestigious Presidential Suite
 E-Concierge
 Airport Shuttle Service
 Sightseeing Tours
 International Cuisine with Seasonal Menus
 STAX Restaurant & Glasshouse Restaurant
 The Bar & The Bakery
 Outdoor Swimming Pool
 Club Prana Spa and Fitness Centre
 Squash Court & Tennis Court
 Regency Ballroom
 Weddings
 Meetings Express
 Banquets and Conferences

Hyatt Regency Mumbai

Address: Ascot Centre, Sahar Airport Road,
Mumbai,  India.
Pin Code: 400 099
Tel: +91 22 6696 1234
Fax: +91 22 6696 1235
Website: http://mumbai.regency.hyatt.com
Architect : Lohan Associates Chicago, Illinois, USA
Interior : Chhada Seimbieda Remedios, California, USA
Landscape : SWA Group Sausalito, California, USA
Interior/Landscape lighting: Integrated Lighting Design, Marina
Del Ray CA USA
Art Work : Rajeev Sethi Scenographers, New Delhi.

Functional Strategies

Brand Vision

Hyatt Regency Mumbai’s extensive facilities will exceed the needs of

customers and will bring the developing north and established south
together in central Mumbai, altering the standards for the industry. This will
differentiate the facility from its nearest competitors by offering a complete
lifestyle experience no yet seen in South Asia.

It shall, through innovation and continual improvement, raise the standards

of hospitality set in India. This, coupled with the complete lifestyle
experience provided by the product itself, shall differentiate Hyatt Regency
Mumbai from its competitors in South Asia. Hyatt Regency Mumbai will
retain a team of highly motivated and youthful professionals, united in spirit
and attitude. The team will be empowered to take business decisions that
exceed customer expectations while remaining focused on increasing
profit.
Food and Beverage Vision

To design and operate consistent and profitable food and beverage

facilities that are recognised as the leader in their local market.

Finance Vision

To enhance the financial processes and systems that protects the owner’s
assets and maximize profitability.

Human Resources Vision

To be a motivated team of multi-skilled individuals who embody Hyatt’s

culture goals, and values in a changing business environment.

Marketing Vision

To be recognized by our customers, owners and employees as the leader

in the industry in understanding their needs, developing products, providing
services and communications which exceed expectations.

Rooms Vision

To provide exceptional guest service and a profitable state-of-the-art

room’s product that meets current and future business and leisure travel
needs.

Technology Vision

To harness new and existing information and technology to make better

business decisions, improve efficiency and customer satisfaction, enhance
revenues and decrease the cost of doing business.

Hyatt Culture Characteristics

Culture is our shared beliefs, practices and behaviours that best represent
working at Hyatt International. The Culture Characteristics that have made
Hyatt International successful to date reflect the way we work to achieve
our objectives and must be understood and embraced by every employee.

We are INNOVATIVE.

We work through TEAMS.

We CARE for each other.

We encourage PERSONAL GROWTH.

We are MULTICULURAL.

We are CUSTOMER FOCUSED.

TOUCHES OF HYATT

Greet Guests Warmly

Use the guest’s name, make eye contact.

Say Goodbye Warmly

Let guests know you look forward to welcoming them back.

Accept Compliments humbly

Graciously thank guests and colleagues.

Resolve Guest complaints

Take ownership, Solve the problem courteously and promptly, say “no” only
when absolutely necessary.

Treat Others Respectfully

With warmth and humility, including guests, owners, colleagues and the
local community.

Escort Guests Personally

Rather than pointing out directions.

Answer the Phone Professionally

Within three rings, with a smile in your voice, thank guests for holding.

Take Pride in Your Appearance

Remember that first impressions count.

Work Safely and Cleanly

Take pride in your workplace.

Maintain Your Work Environment

Fix and report defects, respect the environment, recycle and conserve
energy.

Product and Facilities

ROOMS
Standard
King Room

Hyatt Regency Mumbai welcomes you with the best accommodation in Mumbai.
Our King Room is well equipped with contemporary facilities for the business as
well as leisure travelers. Exquisitely built our 36-square-metre room features
modern day design with Malaysian teak floors, oversized mirrors and floor-to-
ceiling windows. Enjoy a plush king sized bed, a work desk with high-speed
Internet access, marble bath with a separate tub and step-down rain shower and
other complimentary in-room amenities like complimentary newspaper and
bathrobes.

Twin Room

Hyatt Regency Mumbai welcomes you with the best accommodation in Mumbai. Our
Twin Room is well equipped with contemporary facilities for the business as well as
leisure travelers. Exquisitely built our 36-square-metre room features modern day
design with Malaysian teak floors, oversized mirrors and floor-to-ceiling windows. Enjoy
comfortable twin beds, a work desk with high-speed Internet access, marble bath with a
separate tub and step-down rain shower and other complimentary in-room amenities
like complimentary newspaper and bathrobes.
Regency Club
Club King
Explore sheer opulence with our VIP accommodations
and exclusive amenities including personalized check-
in and checkout, boardroom usage, airport transfers
and Regency Club lounge offerings of continental
breakfast, tea, evening cocktails and snacks. Enjoy a
36-square-metre room with modern design that
complements a plush king bed, work station with
complimentary high-speed Internet and marble bath
area with a sunken tub and rain shower.
Club Twin
VIP accommodations and exclusive amenities are yours including personalized check-in and
checkout, boardroom usage, airport transfers and Regency Club lounge offering Continental
breakfast, tea and evening cocktails and snacks. Enjoy a 36-square-metre room with modern
design that complements two plush twin beds, work desk with complimentary high-speed
Internet and marble bath with sunken tub and rain shower.
Club Deluxe King
VIP accommodations and exclusive amenities are
yours including personalised check-in and checkout,
boardroom usage, airport transfers and Regency Club
lounge offering Continental breakfast, tea and evening
cocktails and snacks. Enjoy a 40-square-metre room
with modern design that complements a plush king bed,
work desk with complimentary high-speed Internet and
marble bath with sunken tub and rain shower.
 

Club Deluxe Twin

VIP accommodations and exclusive amenities are yours including personalised check-in and
checkout, boardroom usage, airport transfers and Regency Club lounge offering Continental
breakfast, tea and evening cocktails and snacks. Enjoy a 40-square-metre room with modern
design that complements two plush twin beds, work desk with complimentary high-speed
Internet and marble bath with sunken tub and rain shower.
Suite
Regency Suite King

Spacious 67-square-metre suite features  modern decor with floor-to-ceiling windows

and Malaysian teak floors, a complementing king bedroom, living area, work desk with
high-speed Internet access and marble bath with sunken tub and step-down shower.
Enjoy exclusive Regency Club amenities including boardroom usage, airport transfers
and private lounge offering breakfast, tea, cocktails and snacks.
Regency Executive Suite

Luxurious 102-square-metre suite with a lush living area, work desk with high-speed Internet
access, marble bath with a sunken tub and step-down rain shower and bedroom with a plush
king bed. Enjoy contemporary modern design with Malaysian teak floors, along with exclusive
Regency Club amenities such as boardroom usage, airport transfers and private lounge with
continental breakfast, tea and evening cocktail hour.
Presidential Suite
Located on the sixth floor, the Presidential Suite covers
205-square-metre of plush, tastefully decorated
interiors designed for supreme comfort. The living room
comes with a 42-inch plasma, a DVD player and Bose
speakers. The suite also offers a luxury massage chair,
modern kitchenette and a personal wine bar. The
Presidential Suite offers special touches that include
luxuries such as a marble bath and a Jacuzzi to
pamper your senses.
2. Guest Services
Guest Services
Discover first-class service that has made Hyatt Regency Mumbai the premier choice of luxury
hotels in Mumbai, India. This acclaimed luxury hotel has long catered to a loyal clientele of
discerning international executive travelers.

Delight in the undivided attention of our experienced staff. Savour fabulous cuisine and impeccable
service in our restaurants, bar and bakery. Visit our Club Prana Spa and Fitness Centre for a 5-star
pampering treatment. Allow our 24-hour Hyatt Concierge to detail every moment of your stay by
arranging for restaurant reservations, leisure activities, sightseeing tours, and more.

For corporate visitors, our luxury hotel offers exceptionally appointed accommodation and
impressive conference facilities, along with professional event planning and catering. A full-service
Business Centre is also available to administer to last-minute emergencies.

Internet Access
Stay connected during your stay with us. See below for the type of Internet access and availability of
Wi-Fi 

Guest Rooms :

 High-Speed Internet - Wired

 High-Speed Internet - Wireless

Meeting Rooms:

 High-Speed Internet - Wired

 High-Speed Internet - Wireless

Public Areas:

 High-Speed Internet - Wireless

 

Regular Package -

1.5 MB – 750 All Inclusive

 Superior Package -

4 MB - 950 All Inclusive

Onsite Services
At Hyatt Regency 5 Star Luxury hotel in Mumbai - A wide range of in-house facilities are available for
business, entertainment, health and relaxation. These include the 24-hour Business Centre, an
exclusive Spa and Fitness Centre with an air-conditioned squash court and an outdoor, floodlit
tennis court. Spa and related facilities include steam rooms, sauna, hydrotherapy massage, beauty
treatments and an open juice bar and lounge. 

Concierge
The Concierge provides a host of services to ensure a comfortable and memorable stay of visitors at
our luxury hotel in mumbai.

Concierge services include:

 Air ticket confirmation

 Restaurant reservations
 Travel arrangements
 Sightseeing tours
 Limousine hire
 Messages
 Courier service
 Photo processing
 Personalized business cards

Additional Services and Facilities

 Assistant Manager on duty 24 hours

 Babysitting
 Laundry and valet
 Doctor on call
 Currency exchange (surcharges apply)

Transportation
Our hotel in Mumbai offers chauffeured cars, prepaid taxis for airport and hotel transfers. Fares fixed
by the Road Transport Authority (RTO) allows for haggle free commute. Visitors to the city are
recommended not to exceed the fixed 'luggage included' charges. A taxi counter is available inside
both the airport arrival lounges. Taxis are authorized to carry up to four passengers.

Travel Desk
Within minutes from the international and domestic airport and close proximity to the railway stations
Hyatt Regency Mumbai is ideally situated for any mode of travel.  Anticipating the needs and
requirements of discerning travelers, the travel desk set up at the hotel’s lobby provides services for
hassle free travel requirements. It is a one stop shop for ticketing services that will include flight
reconfirmations, endorsements, cancellations, issue and validation of tickets for travel by air or rail.
An option for those in need of reliable travel advice.
Open daily from 9:00AM – 6:00PM

Hyatt Regency is the most strategically located 5 Star Hotel near Mumbai Airport.

Distances To / From the Hyatt Regency Mumbai Hotel

 International airport - 1 kms / 0.6 miles, 5 minutes by car

 Domestic airport - 5 kms / 3 miles, 15 minutes by car
 Distance from city centre - 25 kms / 16 miles, 45 minutes by car
 Bombay Exhibition Centre, Goregaon East - 5.58 kms/ 3.4 miles,15 mins by car
 Business Hub of Andheri (MIDC, Seepz) – 6.9 kms/ 4.2 miles, 15 mins by car
 Business Hub of BKC - 10.23 kms/ 6.35 miles, 20 mins by car
 Shopping / entertainment (Andheri West) -5.92 Kms/ 3.67 Miles by car
 Shopping / entertainment (Bandra) - 12 km / 7 miles, 25 minutes by car 

Dining and Entertainment

Restaurants
Hyatt Regency Mumbai offers a range of exciting and innovative Italian and
multi-cuisine dining options in the hotel's speciality restaurants that include

STAX
Location: Lobby Level towards the northern corner

Hours: Dinner: 7:00 pm to 11:30 pm

This contemporary and international restaurant  in Mumbai occupies the entire right wing and is
spread across two floors overlooking the swimming pool and landscaped garden. The
restaurant is known for its unique architectural style, which combines elements of glass, steel
and stone, making it a perfect destination for a private and comfortable meal. Open for dinner
the Italian restaurant, presents a unique dining experience, serving fresh home-made pastas,
delectable seafood specialities, popular country cuisine and an enticing vegetarian selection,
not to mention the famous tiramisu. The original and robust flavours of each dish are paired with
a perfect wine selected from a discerning collection of Italian wines.

Tiramisu- STAX is home to the most popular Italian trifle- Tiramisu! For dessert enthusiasts our
signature Tiramisu is handmade to perfection, with the choicest of ingredients ensuring several
irresistible visits. The fluffy sponge combined with the exotic flavors of espresso and cocoa and
layered with mascarpone makes for the most sinful preparation. Each spoon diffuses to the
taste buds the essence of a truly Italian experience. To place your orders and for more
information contact us now

Glasshouse
Location: Lobby Level

Hours: 
Breakfast:
Weekdays - 6:30 am to 10:00 am
Saturday, Sunday and public holidays - 6:30 am to
10:30 am
Lunch: 12:00 noon to 3:00 pm
Dinner: 7:00 pm to 11:30 pm

Glasshouse, the hotel's all-day dining restaurant, features international specialties and authentic
Indian kebabs and curries prepared in an interactive show kitchen. Open 24 hours, the best
restaurants in Mumbai has both  à la carte selection, as well as a sumptuous buffet for
breakfast, lunch and dinner with traditional Indian thali options. The desert buffet is a must try.
The casual yet lively ambience with a panoramic poolside view is accentuated by dramatic
lobby interiors designed with floating ebony-coffered ceilings and stainless steel and stacked
glass features.

Buffet Breakfast - We understand breakfast is the most important meal of the day, and
Glasshouse has just the buffet spread, to help start the morning refreshed and energized.
Choose from Indian, American and continental specialties while our daily rotating live stations of
Belgian Waffle, Miso Soup, Appam Stew, Pyaz kachori, ragda, Tibetan Thukpa, English
crumpets amongst others, serves you, your favourites in minutes. The perfect start to a fantastic
day!

Priced at INR 900++

Lunch & Dinner Buffet- Featuring a selection of Western and Asian delicacies along with
Indian regional favourites. Our lunch and dinner buffet also has a spread of healthy soup and
salad options for our health conscious guests. One of the best all-day dining restaurants in the
city, Glasshouse offers guests the chance to watch our Culinary maestros at work in the show
kitchen while relishing their food.
Lunch Buffet priced at INR 1450 plus taxes
Dinner Buffet priced at INR 1600 plus taxes

Wood fired pizza - We ensure the right ingredients and techniques are used to create a truly
authentic experience while you dine with us. Presenting a smoking hot menu of delicious wood
fire pizza, where the smoky wood flavours combined with cheese,  fresh vegetables and juicy
meats, makes it the perfect recipe for any meal. Not to mention the health conscious also have
whole wheat options to choose from and for those in a hurry takeaway is available.

The Bakery
Hours: 9am to 10pm
Orders to be placed 48 hrs in advance

Location: Lobby Level

Located on the lobby level, The Bakery, the hotel’s

brand-new addition to its food and beverage outlets,
creates an all-encompassing experience for its
patrons.  This 32-seater eatery is conveniently designed to provide a contemporary and casual
setting overlooking manicured landscapes and the pool, where one can enjoy a casual snack or
refreshments throughout the day.

Aesthetically conceptualized by the acclaimed international designer, George Wong, it satiates

guests’ senses with the aroma of fresh breads, the taste of richly brewed tea, the sound of
guests’ favourite cookies cracking, the sight of an irresistible cake and the feel of a warm
croissant.
The Bakery offers everything from a quick coffee to go or a bite to eat before a meeting, to a
cozy space in which to lounge around in before a flight.

The Bar
Location: Lobby Level towards the northern corner
overlooking the pool

Hours: 3:00 pm to 1:30 am

Happy Hours- 5:00- 7:00 pm daily

Located at the upper level at STAX the best Bar in Mumbai features a wide variety of whiskies
and single malts, making it the perfect setting for a relaxed evening in a warm and inviting
ambience. Explore the extensive beverage list includes champagnes, imported beers and wines
of the world, each with distinctive histories and flavors perfectly complimenting the cuisine.

Business Services

Book your Mumbai business travel accommodation at Hyatt Regency Mumbai, where
every need of yours has been anticipated. Hyatt Regency's state-of-the-art features
have helped us to emerge as a leading business hotel in Mumbai.

Our 24-hour Business Centre extends a vital communication link for the corporate
traveler. Take advantage of a confidential satellite office with full secretarial support,
word processing, telefax, photocopying and information on local commerce, trade,
banking and finance (available upon prior notice).

Translation services and business card printing can be pre-arranged at our Mumbai
business hotel. Personal computers, cellular phones, modems, laptops and private
workstations are available for hire. In addition, the Business Centre conference room
comfortably accommodates meetings for up to eight persons.

Activities

Centrally located, Hyatt Regency luxury hotel is in close proximity to a number of

Mumbai’s business hubs and entertainment centers. With a perfect blend of old world
charm and new world culture, the city offers classical architectural delights, beaches,
parks, museums, day trips, temples, shopping hubs, movie multiplexes and a very
vibrant cityscape. The hotel helps organize personalized sightseeing trips complete with
picnic treats to go along.

Hyatt Regency Mumbai boasts of exceptional indoor recreational facilities combining the
pleasures of our luxury Club Prana Spa, fully equipped fitness center, squash court and
floodlit tennis court giving guests a chance to relax, rejuvenate or stay fit.

Club Prana

Borrowing its name from the Sanskrit word for "Life Force", Club Prana, India's first
Urban Spa and Fitness Center, is a tranquil retreat for the senses - A haven away from
the hustle bustle of everyday life. Club Prana Spa is an idyllic wellness facility
comprising of four distinct zones offering a selection of luxurious body and beauty
treatments, state-of-the-art fitness equipment, rest, and rejuvenation.

Racquet Sport Facilities

Club Prana features an air conditioned glass backed international size squash court
with wooden sprung floor and night lit, international size, tennis court with synthetic
surface.

Pool
Immerse yourself in the glistening blue waters of our outdoor pool or simply bask under
the Mumbai sun at our sundecks. Allow our attentive poolside food and beverage
service to help you unwind and relax.
Industrial Training
Training Schedule
Department Duration
Front Office - (Bell Desk) Dec 16 2013 – Dec 31 2013
Housekeeping (Rooms and Laundry) Jan 01 2014 – Jan 31 2014
Culinary - (Banquet) Feb 01 2014 – Feb 28 2014
Food and Beverage Service - (STAX) Mar01 2014 – Mar 31 2014
Front Office - (In Room Check in) Apr 01 2014- Apr 08 2014

Front Office
Departmental Scope & Responsibility
ROLE OF FRONT OFFICE
Rooms Division comprises of a wide range of diverse
operations, which share the common aim of providing guests with
the highest levels of comfort, service and security.
The Front Office employees play a vital role in the creation of a
positive first impression of the establishment through an ongoing
rapport with guests. In addition, the Front Office employees are
influential in shaping the city’s perception and
judgement of the hotel. The impression which we aim to achieve
is one of quick and efficient service by friendly, courteous,
informative and helpful employees. Our guests must have the
feeling that they are being taken care of by people who are
genuinely interested in their wellbeing. In order to achieve this
goal, it is imperative that all front
Office employees develop a strong and positive working
relationship with all other departments.
It is the individual responsibility of each and every employee to
foster a close understanding of the roles of their colleagues in
other departments and to develop an empathy with the problems
that they may be encountering.

Front Office is to ensure maximum yield in terms of

occupancy and room rates.
1. To ensure that state-of-the-art technology is used to its
maximum potential for data collection and
administration, ensuring an efficient and complete guest service is
delivered at all times.
2. To function as the “control centre” of the hotel,
providing a 24-hour service for the handling of all
guests’ requirements.
3. To ensure effective communication with all
departments in order to facilitate our efficient service to our
guests.
All employees must have full knowledge of all hotel facilities and
services, and be fully conversant with all aspects of the city/area
attractions to ensure that all questions can be answered
immediately.
All Front Office employees must be fully trained in their job
functions to ensure they are able to handle any situation that may
arise in a responsible and professional manner.
As a large and extensive operation generating a major portion of
the hotel’s revenue, it is important that all areas are effective in
maintaining costs and controlling expenditure to enhance overall
profitability.

FRONT OFFICE - GOALS

The key front Office Goals are:-
1. To recruit young, energetic and well-motivated
employees for the Reception and Cashiers, who are
capable of providing our guests with a friendly yet
formal atmosphere, thus creating a more comfortable
environment.
2. To reduce payroll costs through the maximum use of state-of-
the-art technology.
3. To utilise the full potential of data retrieval and
communications, e.g. guest history.
4. To standardise the hotel’s approach to guest service and the
layout of guest areas to ensure a consistent standard throughout
the hotel.
5. To further increase the guest satisfaction through the
introduction of new services and more efficient standards
recognising customer’s loyalty to meet the demands of the
frequent traveller.
6. To promote Hyatt’s loyalty program Gold Passport and to
encourage Brand Awareness in Mumbai.

FRONT OFFICE – CONCEPT STATEMENT

1. Location
Front Office areas include reception and cashier. These areas
are located on Lobby level.

2. Manning
It is the philosophy of the Division to recruit young energetic
employees who are committed to long-term career opportunities
with Hyatt Regency Mumbai and Hyatt International.

3. Operating Philosophy
Employees will promote a work environment that encourages
personalised and friendly service.
Employees are not restricted behind counters, but are
stationed by the lift landings and lobby areas on lobby level to
greet, welcome and assist all guests.
Knowledgeable employees will provide recommendations and
direct guests personally to their desired locations.
Employees will adopt a never say “No” approach to any guest
request. If a guest cannot be completed a suitable alternative will
be arranged.
Employees are encouraged to take ownership in serving
guests so as to exceed expectations.
At registration, guests will be welcomed to Hyatt Regency
Mumbai. Return guests will be welcomed back using the guest
name where ever possible.
A clean database of hotel guests will be achieved by a 3-
phase registration process.
First Visit a business card, passport and credit card will be
obtained and the information will be accurately entered into the
computer.
Second Visit the guest will be asked any other additional
information to ensure that their profile is complete.
VIP guests will be welcomed at the door of their limousine by
name and escorted directly to their rooms. Registration will take
place in the room.
Upon Checkout, guests will be escorted to the main door and
bid farewell.
When greeting the guest on the telephone or at the desk, Staff
are to greet the guest by name at all times.
Guest Information will be provided by computer generated
notes and guides at the concierge.
Guests Preferences and requests are to be shared in daily
communication meetings creating awareness within the entire
division ensuring that guest expectations are met.

4. Unique Services
Concentrate on creating and using an extensive Guest history
database.

5. Hours of Operation
The Front Office will operate on a 24-hour schedule. The
Team Leaders and Guest Service Officers will be at the desk with
an Assistant Manager-Front office.

6. Uniforms
Uniforms are selected to compliment the interior design. There
will not be a winter or summer differentiation.

ROOMS TOP TWENTY

Check-In

We greet guests warmly, with a smile and offer assistance following our brand standards check-
in process.

Data

We provide up-to-date information concerning our valued guests.

Safety & Security

We ensure that guests feel secure and verify guest information with picture identification before
providing replacement keys or opening a guestroom door. Employees are all well versed with
our fire, safety and emergency procedures.

Wake-up Call
We deliver wake-up calls on time, using the native language of the guest where possible and a
reminder call is provided five minutes after the initial call. All calls for VIPs and airline
crewmembers are personally delivered by a member of our team.

Message Delivery

We deliver all messages to the room within 10 minutes where voicemail is not available.

Concierge

We provide a highly informative, professional presentation and personalized service to our

guests.

Clean & Dust Free Room

We thoroughly clean each room with the correct cleaning agents and equipment. Carpets and
floors should always be well maintained and clean.

Amenities

We use hypo-allergenic/ecological friendly bath products. All guest rooms should follow our
brand standards with regards to amenity sizes and standard setups.

Pillows & Duvets

We provide soft, light and comfortable feather down pillows and duvets. A wide range of non-
allergenic pillows is available.

Linens & Towels

We replenish all linen and towels daily ensuring the replacements are fresh, well laundered and
stain free. All linen and towels are well maintained and are removed

once we see signs of wear.

Beds

We offer a superior top quality branded mattress in all guest rooms and follow the specifications
spelled out in the Information HYway. A maintenance care programme

shall be implemented to ensure we maintain optimum comfort for a good nights sleep.

Power & Lighting

We ensure that an individual and a well placed Master Switch should enable the guest to easily
control lighting in the room.

Guest Work Areas

Amenities and collateral are conveniently stored out of sight to create an organised,
professional work area.
Shower

We feature high quality showerheads along with strong balanced water pressure in our
bathrooms. The showerheads are cleaned daily to ensure that water flow

is not obstructed.

Do Not Disturb Sign

We do not enter rooms or disturb a guest requesting privacy.

Collateral

We provide well-presented communication materials to our guests in the most efficient and
professional manner, using quality graphics, materials and printing.

In-Room A/V Entertainment

We offer an extensive range of suitable Audio/Visual in Room Entertainment including

international news, business, sports, local attractions and movie channels.

Cables & Wires

We make certain that all noticeable cables and wires are neatly tied using quality and
appropriate coloured straps and retainers.

Pest Control

We ensure that a frequent and comprehensive pest control programme is carried out by a
certified vendor on a regular basis to ensure we are always pest free.

Check, Check, Check

We create a philosophy that it is everyone’s responsibility to constantly check the standard.

FRONT OFFICE ORGANIZATION AND HIERARCHY OF STAFF

Director of Rooms

Asst. Director of Rooms

Asst. Front Office Manager

Asst. Manager - Front Office

Team Leaders

Guest Service Officers

*********************************************************************************

1. Bell Desk

Departmental Hierarchy

Asst. Manager

Team Leaders

Bell Boys

***********************

Task List

How to assist guest with Taxi service.

How to arrange for transfers.

How to issue car dockets for parking.

How to receive car dockets to return guest cars.

How to arrange for transfers.

How to handle baggage of a check-in FIT.

How to bring down luggage for departure FIT.

How to handle short term luggage storage.

How to handle long term luggage storage.

How to use luggage trolley.

How to prepare for morning distribution of newspapers.

How to sort newspapers.

How and when to distribute newspapers

How to handle guest request for newspapers.

How to handle guest request for medicines.

How to handle request for car cleaning.

How to handle “hold for arrival” items.

How to deliver amenities to the rooms.

Assistance on crowd control at Bell desk.

How to answer guest queries regarding hotel facilities.

How to handle baggage of a check-in group.

How to bring down luggage for departure groups.

How to handle room change.

Skills developed and knowledge gained:-

Understanding the duties and responsibilities of Bell desk.

Performing the duties of a Doorman and understanding his duties and

responsibilities and behavioural pattern with guests.

Learnt the proper way of interacting with guests in the standard manner.

Learn the importance of being proactive and assisting the guests with whatever they
need.

Learnt the importance of time schedules and deadlines as one has to know the
importance of being at the right place at the right time.

Efficiency is important as one has to be very responsible while handling guest

articles.

One has to be very alert while handling baggages because even the slightest of
carelessness and delay can cause major goof-ups and result in guest inconvenience.

To help guests with anything that they want and solve their
queries.

To handle room changes.

To deliver any amenities or products up to the rooms.

To arrange cars for local use or airport transfers.

To escort guests while checking-in and checking-out.

Learnt to handle short-term as well as long-term luggage storage.

Learnt how to control operations during heavy rush and how to cope up with the
work pressure.

To provide new keys and replacing keys for guests and the proper procedure for it.

Collection of requisite items from the General Store for the Bell Desk.

Learnt the co-ordination between Bell desk and Front desk with respect to check-in
and check-out and expected arrivals.

To handle group check-ins and check-outs.

Special Observations:-

No details about in-house guests are divulged and people with any such queries are
directed to the Front Desk.

Calls to be made to rooms should be made by house phones.

While handing over new keys to the guests, photo-identification is to be checked at

all times.

Fingers are never pointed towards any direction to the guest, they should always be
escorted.

Whenever escorting guests up to the room while check-in, all the standard operating
procedures are to be followed.

There is a need for being proactive and guests should always be asked if they need
any assistance, especially at the lobby level.

Situations Handled:-
During the ongoing HLL conference, the HLL company representatives wanted to
place a welcome letter and goodies in all the rooms belonging to the delegates. I was
entrusted upon with the task of managing the entire operation and reporting back to the
TL-Front Desk.

Worked during the three days long annual NASSCOM conference which was an
enriching experience and I learnt a lot from that experience.

Bell Desk – Brand Standards

Welcome

Open vehicle door for the guest in good time of the vehicle stopping or the guest
stepping out.

Greet as per time of day and welcome guest to the hotel by saying:- “GM/GA/GE
Sir/Madam, Welcome To Hyatt Regency Mumbai.”

Remove the baggage from the boot of the car and confirm on the number of pieces.

Accordingly present the luggage tag to the guest.

Assist guest with taking the luggage into the hotel.

Direct/Accompany guest to the check-in area.

Doorman should greet the guest as per the time of the day and open the doors in
due time.

Direct/Accompany guest to the elevators.

Wish the guest a pleasant stay.

Welcome – In Room

If accompanying to the room, point out and explain theemergency exits and the exit
plan behind the door.

Check with guest upon the placement of luggage.Rack/Wardrobe.

Explain room features to the guest.

Provide information on Internet Connection.

Wish the guest a pleasant stay.

Depart from the guest room without visibly lingering for tips.

Departure Sequence

Check and confirm with guest on the number of pieces.

Check on any pieces of luggage to be left behind for storage reasons.

Check with guest for departure transfer requests prior to checkout.

If requested transport to be kept ready prior to the guest arrival.

Confirm with guest and load the luggage in the boot of the car.

Wish the guest a pleasant trip.

2. Concierge

Concierge is that division of Front Office which deals with guest requests. Concierge
does anything and everything that the guest asks for, but which is accepted by the legal
framework.

Departmental Hierarchy

Asst.Manager

Team Leader

Guest Service Officers

*************************************

Task List

Providing information about the hotel and the services offered.

Providing hotel car for local use.

Recharging of mobile phones with the desired amount.

Providing new mobile phone connections.

Providing city information and places of tourist interest along with a map and city
guide.

Keeping guest articles at the back area and tagging them.

Organizing a city tour and preparing an itinerary for the same.

Processing guest requests for medicines.

Delivering guest messages and parcels in the rooms.

Ticket booking for the guests and delivering the ticket confirmation.

Understanding the usage of all the books and formats maintained in the department.

Skills developed and knowledge gained:-

Learnt the workflow and duties and responsibilities of Concierge.

Learnt the details of all the books and formats maintained in the department.

Learnt the usage of various softwares used for various tasks.

Learnt the standard behaviour code with guests.

Learnt the telephone etiquettes to be used while talking to the guests.

Handling guest requests and processing them.

Calling up guests to provide information and following-up whenever needed.

Handling guest queries and providing solutions.

Special Observations:-

A Log Book is maintained and all the information in every shift is entered in it. Tasks
to be done are carried forward and written accordingly. The staff should follow up
whether all the tasks to be done have been executed or not.

After recharging the phone, the details are entered into the “mobile recharge book”
for future reference.

All the courier receipts and medicine bills are filed up for future reference and to
check for any discrepancy.

A very important tool for the concierge operations is the “Hot Log”. It is a sheet of
paper onto which the details like the room no, guest name, guest request etc. are noted
down by the shift incharge as soon as the request is received. It thus helps in
processing the task and makes the follow-up easy. After each shift the Hot Log is filed
up and all the tasks which haven’t been done are posted onto the Log Book.
While providing new mobile connections, a photo-ID, a passport size photo and
resident proof is required for documentation.

Any payment made by guests for the services rendered can be directly taken in cash
or the amount can be posted onto their room account.

Situations Handled:-

Processed a guest request for dinner reservation at a city restaurant and made the
booking and delivered the restaurant confirmation letter to him.

Prepared an itinerary for a guest who wanted to visit South Mumbai as per the
guidelines given by him and the time given.

Provided details of the city and important locations to guests.

Booking of airline tickets for guests and delivering the confirmation.

3. Front Desk

Front Desk is that division of the Front Office which deals with check in and check-out
and cashiering.

Front Desk Check-In Standards:-

Welcome

Maintain the 15/5 rule.

Greet guest warmly as per the time of the day.

Maintain eye contact.

Offer assistance.

Ask permission for proceeding further.

Use guest name at least twice.

Information

Business Card

Passport (Foreign National)

Departure Date and Time (Early Departure)

Transfer Request
Billing (Settlement/Entitlements)

Room Type Preference

Gold Passport

Frequent Flyer Program

Room Rate reconfirmation (Non-Verbal)

Room Number reconfirmation (Explain Room features)

Offer Express Checkout.

Enquire for baggage assistance.

Farewell

Explain to the guest the direction to the room. (Introduce Escort if applicable)

Wish him a pleasant stay.

With time at hand reconfirm with bell services whether baggage has been sent
across.

Front Desk Check-Out Standards:-

Welcome

Maintain the 15/5 rule.

Greet guest warmly as per the time of the day.

Maintain eye contact.

Offer assistance.

Ask permission for proceeding further.

Use guest name at least twice.

Information

Reconfirm room number.

Reconfirm upon last name.

Request for room keys.

Check for baggage to be collected.

Check/reconfirm for departure transfer.

Check Mini Bar consumption.

Check upon stay comfort and offer comment card.

Check on electronic safe.

Present the correct/payable bill.

Proceed as per MOP.

Handover one copy for guest reference.

Farewell

Thank the guest for the patronage offered.

Wish him a pleasant journey onward.

Express interest towards future visits and offer to make reservations.

Conclusion
Write this on ur own. Should be of maximum 2
pages.

END OF REPORT
Format of the IT Report as told by my college!

1.Title page- with name and nchmct roll no.********

2. copy of certificate*******
3. copy of appraisals******

4. Acknowledgement

5. Page of contents

6. Introduction to hotel group

7. Intro to particular hotel

8. Intro to particular deptt.

9. Hierarchy and info. On sub-outlets of the deptt.

All relevant info.

10. Performa, brochures, drawings, layout,etc.

11. Ur experience in each outlet

12. Conclusion.
Extra shot 1
put this section sumwhere in between!

OPERATIONAL EQUIPMENT AND SOFTWARE

Micros OPERA Property Management
System (PMS):
OPERA Property Management System
(PMS) is a premier Property
Management System designed to meet
the varied requirements of any size hotel or hotel chain, OPERA PMS
provides all the tools a hotel staff needs for doing their day-to-day jobs —
handling reservations, checking guests in and out, assigning rooms and
managing room inventory, accommodating in-house guest needs, and
handling accounting and billing.

Häfele Dialock (Electronic Locking System):

Dialock is an advanced identification and locking
system which uses electronic keycards, terminals
and programming units. It not only replaces the
traditional lock and key, but offers multiple uses for
a huge range of interior applications.
 Knowcross Triton (Call Management
System):
Triton is a service and operations management
software system for hotels. With Triton, a hotel
manages all maintenance, guest requests,
complaints and other jobs through a single
system that every manager can access.

 Every job – be it a request from a guest for extra towels or a report

from an engineering supervisor about a pipe leak, is logged into
Triton from any PC or telephone (using Triton’s interactive voice
response system) anywhere in the hotel.

Scala 5.1 (Materials Management System):

Scala's Hospitality Division provides integrated
management information solutions (IMIS)
developed to meet the unique needs of the
hospitality industry. IMIS is a fully-integrated
solution for financial management, inventory
management, reporting and budgeting.

Lotus Notes 7 (Email Software):

As the premier integrated desktop client software
option for use with the IBM Lotus Domino®
server, Lotus Notes software delivers world-class
messaging and collaboration.
Built-in capabilities include e-mail with integrated instant messaging;
calendars and scheduling; discussion forums; team rooms;reference
databases; and personal information management (PIM) tools.

Extra shot 2
Entertainment in Mumbai
 Essel World and Water Kingdom
Located at Gorai, Borivali West, Essel World and Water Kingdom take pride in being one of
Asia’s largest amusement parks sprawling over 65 acres.
Address: Gorai Village, Borivali West, Mumbai- 400091

 Sanjay Gandhi National Park

For wildlife enthusiast the Sanjay Gandhi National park located in Borivali in North Mumbai
provides an exhilarating experience with Tiger safaris.
Address- Borivali East, Mumbai, Maharashtra 600066
Timings: Monday- Sunday 7:30 am – 6:00 pm

 Elephanta Caves
In the middle of Mumbai Harbour, 9km northeast of the Gateway of India, are the rock-cut
temples onElephanta Island also a Unesco World Heritage site and worth crossing the
waters.
Timings – Tue-Sun / 9AM – 5PM
 National Centre for Performing Arts (NCPA) 
NCPA is a must visit destination for the ardent lover of performing arts in dance, theatre,
and music. It is also home of the Symphony Orchestra of India, which was established by
NCPA in 2006.
Address – NCPA Marg & Dorabji Tata Road, Nariman Point, Mumbai-40001,

Sightseeing in Mumbai
 Gateway of India
Built in 1911 to commemorate the visit of King George V and Queen Mary, this is a
major landmark in Mumbai. This yellow basalt arch was designed by George Wittet. This
imposing structure overlooking the Arabian Sea, was opened to the public in 1924 and
since then it's been on every tourist itinerary and a favourite of all the city natives. It’s the
perfect setting to experience Mumbai’s joie de vivre.
Address: P J Ramchandani Marg, opposite Taj Mahal Palace Mumbai, India.
Nearest Transportation: Churchgate

 Prince of Wales Museum (Chhatrapati Shivaji Maharaj Vastu Sangrahalaya)

Formerly known as The Prince of Wales Museum, Chhatrapati Shivaji Maharaj Vastu
Sangrahalaya is a Mumbai landmark situated between the historic areas of Colaba and
Fort designed by George Wittet and John Begg. Completed in 1914-1915 to
commemorate the first visit of King George V to India, but opened to the public in 1922.
The extensive collection includes miniature paintings, decorative arts, sculptures in
various media, weaponry and artifacts from Elephanta and the Indus Valley. Other
museums in Mumbai worth visiting are Mani Bhavan (Gandhi Museum), Bhau Daji Lad
Museum (Mumbai's oldest), the BEST Transport Museum and FD Alpaiwala Museum.
Address: 159-161 Mahatma Gandhi Road Shahid Bhagat Singh Marg, Kala Ghoda,
Mumbai, India.
Timing: Tuesday to Sundays from 10:15 AM - 05:45 PM
Handicap Accessible

 Jehangir Art Gallery

The Jehangir Art Gallery is Mumbai’s most famous art gallery and a tourist attraction. It
was founded by Sir Cowasji Jehangir in 1952. Managed by the Bombay Art Society, the
entire cost of this mansion was donated by Cowasji Jehangir. This gallery is situated at
Kala Ghoda, behind the Prince of Wales Museum, in South Mumbai near the Gateway of
India and has four exhibition halls. The gallery was designed by G.M. Bhuta for G.M.
 Bhuta & Associates. A mammoth institution in itself, its history is linked with the
renaissance of Indian art. The complex also has the popular cafe of Samovar, which is
reminiscent of the 70's socialist culture and is home to Natesans, the country's oldest
licensed antique dealers. Entry is free, fully air-conditioned  and parking is available
Address: MG Road, Kala Ghoda, Colaba, Mumbai
Timing: 11:00 am to 7:00 pm

 Chhatrapati Shivaji Terminus

Chhatrapati Shivaji Terminus (formerly Victoria Terminus) is a UNESCO World Heritage
Site and historic railway station in Mumbai which serves as the headquarters of
the Central Railways. Situated in the Bori Bunder area of Mumbai, and was built as a
new railway station on the location of the Bori Bunder Station in 1887 to commemorate
the Golden Jubilee of Queen Victoria. In March 1996 its name was changed to the
present name in honour of the Maratha warrior King Shivaji. Its abbreviation CST is
popularly used by locals to refer to the station and it is also known by its abbreviation
Mumbai CST or CSTM. It is the busiest railway station in India and serves both as a
terminal for long distance trains terminating in Mumbai as well as commuter trains of
the Mumbai Suburban Railway.
Address: Chhatrapati Shivaji Terminus, D N Rd, Mumbai - 400001·

 Haji Ali Dargah

The tomb of a Muslim merchant, Sayyed Peer Haji Ali Shah Bukhari (R.A.), who passed
away while on pilgrimage to Mecca. On Thursdays and Fridays, the shrine is visited by
at least 40,000 pilgrims. Irrespective of faith and religion, people visit the 'dargah' to get
the blessings of the legendary saint. Sometimes, especially on Fridays, people may find
various sufi musicians performing a form of devotional music called Qawwali. It is near
Mahalaxmi racecourse and is set amidst the sea lending a breathtaking view of the
tomb.

 Siddhi Vinayak Temple

This is a temple devoted to Lord Ganesh, the elephant-headed God of good fortune. The
temple located at Prabhadevi, Dadar, is one of the most famous temples of Lord Ganesh
in Mumbai. The old temple was consecrated on Thursday, 19th November 1801. The
idol of Shree Siddhivinayak was carved out of a single black stone and is 2'6” (750mm)
high and 2' (600mm) wide with the trunk on the right. This is a rather unusual
appearance of Lord Ganesh. The upper right and left hands hold a lotus and an axe
respectively while the lower right and left hands hold a rosary (japmala) and bowl full of
 “Modak” respectively. As it resembles the sacred thread, a snake appears on the left
shoulder to right side belly. On the forehead of deity is an eye, which almost looks like
the third eye of Lord Shiva. On both sides of the Lord Ganesh idol, are placed one idol
each of Riddhi and Siddhi goddesses who are appearing like peeping out of the Ganesh
idol from behind. Because of these two deities along with Lord Ganesh, this temple is
known as the Siddhivinayak Ganapati Temple. These goddesses signify sanctity,
success, wealth and prosperity.
Address: Shree Siddhivinayak Temple Trust, Prabhadevi, Mumbai
Email: info@siddhivinayak.org / Website: www.siddhivinayak.org

 Juhu Beach
One of the most popular beaches in Mumbai many tourists make it a point to visit the
beach when they come to Mumbai. Famous for its Mumbai street food,
notably bhelpuri, pani puri, chaats, and of course pav bhaji, Juhu beach is the ideal
place to soak in Mumbai’s street culture. The food stands are affordable and serve
authentic Mumbai street junk food.

Shopping in Mumbai
 Palladium luxury mall in High Street Phoenix is one of best shopping centres in
Mumbai and every shoppers delight. It houses some of the world's leading luxury and
premium brands.
 Phoenix Market City, Kurla located in close proximity to the hotel is home to 350+
shops in the mall under various categories and is shopper’s paradise.
 Infiniti Mall in Andheri West and Infinity 2 at Malad West are both upmarket shopping
destinations with sprawling food courts, an entertaining gaming arcade, PVR multiplex and
popular lifestyle stores.
 Bandra West – Walk down leisurely the lanes of Bandra Linking Road / Hill Road for the
best in street shopping and luxury brands alike. You’re sure to get great bargains and
discounts if well haggled. Bandra is also Mumbai’s party hub with a number of clubs,
lounges and signature restaurants. 

Meetings
Offering 5-star services and amenities, with a convenient location just minutes from the airport,
Hyatt Regency Mumbai is one of the premier Mumbai conference hotels, renowned for its
impeccable standard of service.

Benefit from more than 1,100 square metres of contemporary, functional space. Our facilities
include three modern conference rooms, an impressive executive boardroom, and a magnificent
ballroom. Each Mumbai meeting room is equipped with state-of-the-art conference technology,
including soundproofing and the latest audiovisual arrays.

Whether you’re hosting an informal networking seminar, a cutting-edge sales presentation, or a

cocktail reception and awards banquet, the expert planners and caterers at Hyatt Regency
Mumbai are dedicated to delivering a standout event.

Meetings Express

Hyatt Regency Mumbai hotel's 'Meetings Express' service is a unique feature offered to banquet
and conference guests. Meetings Express is a one-stop service, which offers guests a single
point of contact throughout the event process. Customized banquets, as well as a range of
flexible, value-oriented corporate meeting packages, are available.

Hyatt Gold Passport Planner Rewards

With Hyatt Gold Passport Planner Rewards, you will enjoy valuable benefits and recognition at
Hyatt locations worldwide.

Weddings
Host an unforgettably romantic wedding at Hyatt Regency Mumbai. Considered to be one of the
most exceptional Mumbai wedding locations, our 5-star hotel specialises in signature
celebrations.
Whether you wish to host a large gala or a simple yet elegant ceremony, our experienced 
wedding specialists excel in working out all the details of your big day, so it’s exactly as you
envisioned it. The Regency Ballroom’s  9-metre-high ceiling provides a sense of openness,
making it an ideal venue for elegant dinners, weddings and special events. After the wedding,
retreat to our quiet spa facilities for a pleasant massage and a sensuous flight into aroma
therapy.

Our customised wedding planning services include

 Professional catering managers take care of the details to ensure your wedding goes
according to plan be it a traditional or
 Beautifully decorated wedding venues for ceremonies, receptions, morning-after
brunches or pre-wedding events
 A wide array of menu options
 401 rooms featuring all the comforts of home
 Onsite dining options
 Special Club Prana Spa rates for your friends and loved ones to pamper and
rejuvenate themselves.

Events
At Hyatt Regency Mumbai, every gathering is a special occasion.  Whether you are in charge of
the gala event of the year ,a private luncheon for VIPs or celebrating a private affair, our expert
staff will help ensure your event is a memorable success.

Special events require an attention to detail that can be time-consuming.  Our professional staff
of event planners can ease the stress and ensure that take back special memories.

 Onsite event manager, for flawless execution of your party

 Initial concept and design of your event, to match your vision
 Special menu development, featuring Personal Preference Dining or other ethnic
themes
 VIP handling, from hotel and transportation arrangements.
 Complete audio-visual equipment, for impressive lighting and sound.
Hyatt Hotels Corporation, headquartered in Chicago, is a leading global
hospitality company with a proud heritage of making guests feel more
than welcome. Thousands
of members of the Hyatt family strive to make a difference in the lives
of the guests they encounter every day by providing authentic
hospitality. The company’s subsidiaries manage, franchise, own and
develop hotels and resorts under the
Hyatt®, Park Hyatt®, Andaz®, Grand Hyatt®, Hyatt Regency®, Hyatt
Place® and Hyatt House® brand names and have locations on six
continents.
Hyatt Residential Group, Inc., a Hyatt Hotels Corporation subsidiary,
develops, operates, markets or licenses Hyatt ResidencesTM and Hyatt
Vacation Club®, which is changing its name to Hyatt Residence
ClubTM. As of December 31, 2010, the company’s worldwide portfolio
consisted of 453 properties in 45 countries.

park hyatt
Located in many of the world’s premier destinations,
Park Hyatt hotels provide discerning, affl uent individual
business and leisure guests with elegant and luxurious
accommodations.
andaz
Andaz hotels, designed to refl ect the unique cultural
scene and spirit of the surrounding neighborhood,
provide a vibrant yet relaxed atmosphere geared toward
today’s individual business and leisure travelers.
grand hyatt
Grand Hyatt’s large-scale, distinctive hotels provide
sophisticated global business and leisure travelers with
upscale accommodations in major gateway cities and
resort destinations.
hyatt regency
Hyatt Regency properties, offering a full range of
services and facilities tailored to serve the needs of
meeting planners, business travelers and leisure
guests, are conveniently located in urban, suburban,
airport, convention and resort destinations around
the world.
hyatt
Conveniently located in proximity to diverse business
and leisure areas, Hyatt hotels are smaller-sized properties
serving individual business and leisure travelers.
hyatt place
Hyatt Place hotels, designed for families and the
 multi-tasking business traveler, are located in urban,
airport and suburban areas.
hyatt summerfi eld suites
Hyatt Summerfi eld Suites is an extended-stay, residentialstyle
hotel that aims to provide individual and family
travelers with the feel of a modern condominium.
hyatt residence club
Hyatt Residence Club provides members with vacation
ownership opportunities in regionally inspired and
designed residential-style properties with the quality
of the Hyatt brand.
………………………………………… ………………………
Hyatt Thrive
Hyatt's global corporate responsibility platform, Hyatt Thrive, is designed to help make
our communities places where our associates are proud to work, our guests want to
visit, our neighbors want to live and owners want to invest.
It reflects our belief that no one better understands a community's most pressing issues
– and their solutions – than those who live and work there. Recognizing that community
needs in Albuquerque are vastly different from those in Amman, we've given Hyatt
Thrive the balance of focus and flexibility to maximize local efforts and create a
significant global impact.
Harnessing the power of our more than 95,000 associates at over 500 properties
around the world, Hyatt Thrive brings together teams of passionate people to focus on
local projects that contribute to the prosperity and well-being of their communities. Its
design draws on the knowledge and insight of a global cross section of stakeholders –
including corporate leadership, property owners and associates throughout our
organization, community leaders and guests. And it builds on our rich history of
community engagement, environmental stewardship and strong financial performance.
To achieve our goals, Hyatt Thrive focuses on four areas that we believe are essential
to a thriving community:
 Environmental Sustainability
 Economic Development & Investment
 Education & Personal Advancement
 Health & Wellness

COMPANY HISTORY
Our History
Hyatt was founded by Jay Pritzker in 1957 when he purchased the Hyatt House
motel adjacent to the Los Angeles International Airport. Over the following
decade, Jay Pritzker and his brother Donald Pritzker, working together with other
Pritzker family business interests, grew the company into a North American
management and hotel ownership company, which became a public company in
1962. In 1968, Hyatt International was formed and subsequently became a
separate public company. Hyatt Corporation and Hyatt International Corporation
were taken private by the Pritzker family business interests in 1979 and 1982,
respectively. On December 31, 2004, substantially all of the hospitality assets
owned by Pritzker family business interests, including Hyatt Corporation and
Hyatt International Corporation, were consolidated under a single entity, now
named Hyatt Hotels Corporation.