INDUSTRIAL TRAINING REPORT ON THE HYATT REGENCY,

NEW DELHI

IHM AHMEDABAD
SUBMITTED BY – KRATIKA AHLUWALIA
ROLL.NO. 224110608
 INDEX

SR.NO. TOPIC PAGE.

NO.
1 ACKNOWLEDGEMENT 03
2 HISTORY OF HYATT 04-10
3 WORLD OF HYATT 11
4 OUR BRANDS- HYATT HOTELS
12-20
AND RESORTS
5 FRONT OFFICE 21-25
6 HIERARCHY 26
7 DUTIES AND 27-28
RESPONSIBILITIES
OF FRONT OFFICE
PERSONNEL
8 CONCLUSION 29
 ACKNOWLEDGMENT

With a deep sense of satisfaction and

gratitude to Training Manager, General
Manager & all Heads of departments along
with staff members of THE HYATT REGENCY,
NEW DELHI. I wish to place on records that
the training was imparted in a highly
congenial atmosphere true to the reputation
of THE HYATT REGENCY, NEW DELHI has been
of immense value to me and it will be my
endeavor input practice all that I have learnt
to sharpen & develop my skills & my
personality.
I express my deepest thanks to my training
coordinator Ms. Devangna Verma who helped
me to get a property which was best for me.
I would also like to express my sincere
gratitude to my Training Manager and all the
catering staff who consented to be my
supervisors and also gave their valuable
guidance and critical comments which
enabled me to complete my Training in time.
The training has helped me to inculcate the
right kind of skills, knowledge & attitude to
make a career as a successful hotelier.

HISTORY OF HYATT

In 1957, JAY PRITZKER buys HYATT HOUSE

{coffee shop} motel, a small motor lodge near
LAX.
In 1967, HYATT REGENCY ATLANTA
becomes the first HYATT REGENCY
property. The dramatic 22- story
Atrium Lobby, and define HYATT as
a leader in global hospitality.

In 1969, HYATT REGENCY HONG KONG becomes

HYATT’s first international location.
In 1972, HYATT opens a central reservations
office in Omaha, with a dedicated toll-free no.
800.

In 1980, GRAND HYATT New York and PARK

HYATT Chicago open and added two iconic
brands to HYATT’s portfolio.
 In 1987, HYATT Gold Passport launches as
HYATT’s loyalty program.

In 1995, HYATT’s arrival to the vacation ownership

market.
 In 2006, HYATT brand is introduced in
Lombard, Illinois. HYATT also purchases
Summerfield Suites with an aim to
expand into the extended stay market.
 In 2007, The Stylist Andaz brand debuts on
Liverpool Street in London.

In 2009, HYATT goes public on the NYSE {New York

Stock Exchange}, trading under the ticker symbol H.
 In 2011, HYATT Thrive launches as HYATT’s global
corporate responsibility platform.

In 2012, HYATT Summerfield Suites is rebranded as

“HYATT HOUSE”.
 In 2013, debute of the HYATT Ziva and HYATT
Zilara brands in Mexico, HYATT is advancing into
the all-inclusive resorts.

In 2015, The HYATT CENTRIC brand launches with its

first location in Chicago offering accessible, Chic
lodgings in prime city locations for the cosmopolitan
traveler and launching the purpose,
“CARE FOR PEOPLE”.
In 2016, The Unbound Collection by HYATT
becomes the 12th brand in HYATT’s portfolio.
In 2017, on March 1, World of HYATT launches as a
reimagined loyalty program.
In 2017, HYATT enters the wellbeing space with the
acquisition of the Miraval brand.

In 2018, the new world of HYATT Credit Card

launches, rewarding the members for how they
live, work and travel, including an industry first
Bonus point. HYATT completes the acquisition of
Two Road Hospitality, expanding its hotels and
resorts.
In 2019, HYATT announces two new hotel brands.

In 2020, on January 15, HYATT announces a new

global wellbeing collaboration with headspace.
HYATT is the first hospitality brand to commit to
Global Biorisk Advisory Council {GBAC} star
accreditation.

In

2021, on November 2, HYATT announced the

acquisition of Apple Leisure Group {ALG}, a
leading luxury resort management.

In 2021, on November 2, HYATT announced a

unique collection of resorts brands with the
AMRtm {ALL MOMENTS RESORTS} collection,
which consists of more than 100 hotels and
resorts across 10 countries.

WORLD OF HYATT

The World of HYATT loyalty program is one of

the best hotel elite status programs out there.
It won first place in Nerd Wallet’s annual
ranking of “BEST HOTEL LOYALTY
PROGRAMS”. It includes 29 Global Portfolio
Brands
 OUR BRANDS- HYATT
HOTELS AND RESORTS

AliLA
Surprisingly Different
The Alila brand crafts rare and intimate
experiences for well-traveled guests looking
for reflection and impactful connections. Alila
hotels are situated on the road less-traveled
really letting the guest get away from it all in
order to relax, recharge, and re-energize. Alila
brand has 18 open hotels in 7 different
country.
ALULA
AM RESORTS is North America’s fastest
growing luxury leisure resort company.
Founded in 2001, we’ve reached two decades
of unparalleled success providing award-
winning hotel brand management and
marketing services through Inclusive
Collection-nine unique brands of resort
properties across Mexico, Caribbean, Central
America and Europe. Offering a brand to
match every lifestyle and stage of life,
Inclusive
Collection provides an all-inclusive experience
through its luxury concepts:
Endless Privileges, Unlimited-Luxury and
Unlimited-Fun.

ANDAZ
Vibrant Luxury Lifestyle Hotels
Rooted in Local Art and Culture

Andaz properties are vibrant boutique hotels

and resorts that act as social anchors in their
communities. Located in prime locations, they
weave the sights, sounds and tastes of their
surroundings to create a truly immersive stay.

CAPTION BY HYATT
Where Lifestyle Meets Select Service
Caption by Hyatt is the upscale, select-service
lifestyle brand that attracts conscientious
locals and guests throughout the day to use
its social
spaces to
connect and
interact
with one another
and the places
around
them-redefining what hospitality looks like in
the modern world.
At the heart of the social space lies the
unique F&B offering for Caption by Hyatt
hotels – an all-day hangout for everything our
guests and locals need and crave.

DESTINATION BY HYATT
Make Our Destination Yours
The Destination by Hyatt brand is a diverse
collection of upper-upscale and luxury
independent hotels, resorts, and residences
that are individual at heart yet connect by a
commitment to draw upon the true spirit of
each location.

GRAND HYATT
Iconic. Bold. Grand.

With striking architecture, expansive event

spaces, and world-class food and beverage,
Grand Hyatt hotels deliver elevated services
in iconic destinations.
HYATT CENTRIC
Lifestyle Hotels at the
Center of Their Destination

Hyatt Centric hotels represent an opportunity

for developers and owners to build strong
loyalty in the lifestyle segment. Upscale,
cosmopolitan and highly customizable, these
properties attract selective guests who want
the best of what’s essential and none of
what’s not-all at the center of a prime
destination.
 HYATT HOUSE
A Flexible, Elevated Approach to
Extended Stay

Help reinvent the extended stay category

with Hyatt House select-service hotels as we
thoughtfully grow the brand’s global footprint
in urban, airport, and college campus
destinations.
 HYATT PLACE
Select-Service for the Most Selective

Representing the future of select service-and

consistently leading in the category-Hyatt
Place hotels can deliver exceptional
performance through a unique service model
that we continue to evolve and enhance
based on customer and owner insights.
 HYATT REGENCY
Leading Performance on a Global Scale

Located in urban and resorts destinations

worldwide, Hyatt Regency hotels and resorts
feature world-class amenities and inviting
accommodations.
 HYATT STUDIOS
A Developer-Driven Approach to
Extended Stay

Hyatt Studios transforms the upper-midscale

extended-stay value proposition:
 Efficient Design intended to keep
construction costs low.
 Lean Operating Model designed to
streamline hotel operations.
 Flexible Brand and Design Elements
that can be tailored to guest profiles and
local market need.
 jdv BY HYATT
A Boutique Collection with Heart

The JdV by Hyatt brand is a collection of

original hotels with a deep respect for the
neighborhoods that make up each
destination. Each hotel is uniquely inspired by
its surroundings and is a story about the
communities we call home.

MiRAVAL
 Fully Immersive Resorts that
Promote a Life in Balance

Miraval is a
top-rated, all-inclusive destination resort and
spa dedicated to helping guests live life in the
moment. It is consistently ranked as one of
the world’s top destination spas by top travel
and lifestyle publications.
 PARK HYATT
Luxury Hotels Tailored to Those
Who Expect the Best

Park Hyatt hotels and resorts offer refined

residential-inspired luxury experiences in top-
tier cultural destinations. Guests enjoy highly
personalized and engaged service, renowned
art and design and exceptional food and wine.
 THOMPSON HOTELS
The Refined Edge of Travel

A combination of innovative design and

crafted luxury in unique locations, set apart
by an unprecedented level of personalized
hospitality, private spaces and. bespoke
journeys.
 THE UNBOUND COLLECTION BY HYATT
The Freedom to be Extraordinary

Maintain your independence and individuality

with The Unbound Collection by Hyatt, an
exclusive portfolio of upper-upscale and
luxury properties designed to captivate
travelers seeking distinctive experiences with
the reassurance of Hyatt.

HYATT ZILARA HYATT ZIVA

 {ALL INCLUSIVE RESORTS}
An All-Inclusive Experience by Hyatt

Carve out
an exclusive niche in the all-inclusive segment
with Hyatt Ziva and Hyatt Zilara resorts, each
of which is designed to deliver exceptional
performance in a growing market.

FRONT OFFICE
 What Is the Front Office?

The front office represents the customer-

facing division of a firm. For example,
customer service, sales, and industry experts
who provide advisory service are considered
part of a firm's front office operations.
The functions of the front office generally
generate the majority of revenue for a firm.

 The following are the different outlets

of this department:

THE FRONT OFFICE LOBBY

-RECEPTION DESK
-CONCIERGE
THE BACK OFFICE

OFFICE AREAS IN THE FRONT HYATT

REGENCY, NEW DELHI
 THE FRONT OFFICE LOBBY

Most front office functions are performed at

the front desk. Since guests directly interact
with front desk personnel, the front desk
represents the hotel to the guest. When a
guest enters the hotel, it is the entrance and
thereafter the lobby, which is subjected to
scrutiny. The main entrance must be
identifiable and directly lead to reception
area i.e., Lobby of the hotel.
As the guest arrives, the front office
associates perform Aarti Tilak Garlanding
(ATG), and further proceeds for the arrival
formalities. Associates escorts the guest to
the room with pleasure.

 The Front Office Lobby of the HYATT

REGENCY has two main desks-
RECEPTION DESK
Various
activities connected with guests such as
arrival, information, departure, mail handling,
luggage handling etc. are done from the
reception counter which is situated in the
lobby. The counter must be fully functional
and operational and well planned.

CONCIERGE
The concierge serves guests of an apartment
building, hotel, or office building with duties
similar to those of a receptionist. The position
can also be maintained by a security guard
over the late-night shift.

A
concierge assists guests by performing various
tasks such as making restaurant reservations,
booking hotels, arranging for spa services,
recommending night life hot spots, booking
transportation (like taxi, limousines, airplanes,
boats, etc.), coordinating porter service
(luggage assistance request), procuring tickets
to special events, and assisting with various
travel arrangements and tours of local
attractions. Concierges also assist with
sending and receiving parcels.

BACK OFFICE

The back-office
section of a hotel mainly consists of the
administration department. This section
ensures that all the operations are performed
seamlessly so that the daily business is run
smoothly. The employees in this section do
not have direct interaction with the guests.
The primary task of a hotel back office
includes monitoring a property as whole
observing its financial, administrative,
technical and service delivery issues. These
back offices are usually led by senior
management, that is; duty manager, assistant
front office manager and front office
manager. The team deals with issues
remotely.

HIERARCHY
FRONT OFFICE MANAGER
↓
ASSISTANT FRONT OFFICE MANAGER
↓
DUTY MANAGER
↓
FRONT OFFICE SUPERVISOR
↓
FRONT OFFICE ASSOCIATES
Receptionist
Concierge
Cashier
Duties and Responsibilities
of Front Office Personnel

Following are the most basic responsibilities a

front office personnel can handle.
 Creating guest database
 Handling guest accounts
 Coordinating guest service
 Trying to sell a service
 Ensuring guest satisfaction
 Handling in-house communication
through PBX

TRAINEE’S DUTIES AND

RESPONSIBLITIES
 Ensure accurate and efficient running of
Front Desk
 Respond to Guest queries in a timely and
efficient manner
 Understand thoroughly all hotel room
categories, room rates, packages,
promotions and other general product
knowledge necessary to perform daily
duties
 Lobby Ambassador: standing in the lobby
and welcoming the guests and help with
luggage assistant.
 Checking in guests during peak hours to
ease traffic and assist colleagues.
 Provide general information about the
room, hotel facilities, and provide
assistance for restaurant reservations to
the guest.

Night shift trainee has to perform the

following duties-

 Preparing security reports

 Movement list
 Guest in-house report
 Vacant room
 Printing reg cards for new arrivals
 Preparing pre-auth reports
 Printing departure list
 Print itinerary
 Attach file checks (slotting) and stalk bills
 Preparing package letter and declaration
form
 Stalking the front desks
 Making keys and key jackets

CONCLUSION
 Training at THE HYATT REGENCY, NEW
DELHI was a meaningful and enlightening
experience for me.
 The training helped me to improve my
communication skills.
 I gained knowledge and understand the
working of the departments.
 I learnt the procedure and ethics required
to be followed in certain work areas.
 I acquired skills to handle certain
situations in the hotel.
 I am now ready to learn and acquire more
knowledge in my area of interest and to
enter the industry with the passion I have.