Hospitality – 1 Assignment

Assignment Brief and Feedback Form

Learner’s Name SAURAV NERKAR

Course Title Frankfinn Advance Certificate Course in Aviation, Hospitality,

Travel & Customer Service
Assessor’s Name Mr. SOURAV CHOWDHURY
Internal Verifier Name
Unit Number and Title Unit 3, Hospitality – Room Management
Assignment Title
Outcome Unit – 3
Number(s) and LO1: Explore the growth of the hotel industry
Statement(s) LO2: Examine the effectiveness of front office
services LO3: Investigate the role of housekeeping
LO4: Use Fidelio software for Hotel Room Management
Date Set Hand In Date

Learner Declaration
I confirm that the work submitted for this assignment is my own.
Learner’s Date
Signature
Instruction Your assignment will not be accepted if it
does not contain the list of source details of
the text material referred to and the details
of the people contacted in accomplishing
this project and the
tasks attached.
Introduction
Purpose/Aims  Explain the growth of the hotel industry worldwide
 Compare the facilities of different types of hotels in India
 Analyze the range of services provided by the front office
to meet guest expectations, using appropriate terminology
 Explain the importance of the role of housekeeping
 Compare a range of amenities supplied for different types of
guests
 Demonstrate the reservation process through correct use of
Fidelio
 Evaluate the benefits of technology to the hotel, staff, and
guests who come into contact with the front office.
Background You have been selected as a Front Office Assistant of a 5-star Hotel. As
or Scenario part of your six months’ Probation you will undergo on the job exposure
in Accommodation Operations & handle various situations which are
typical to Hotel operations. On successful completion of this period you
will be deputed as a Front Office Supervisor with independent
responsibilities. Keeping this in mind you should take a lot of initiative &
approach your assignments in an individualistic & creative manner.
 Hospitality – 1 Assignment

Guidelines: Students to attempt the below questions for getting PASS/ MERIT/ DISTINCTION
1. Write your responses in the space provided below the questions
2. Review your answers before submitting the Assignment

TIMELINE: You can take up to One week to submit the Assignments

Question 1. Select two renowned chains of hotels (one domestic & one International) and trace its history
right from the time of its inception. Also compare the facilities offered by the hotel chains.
What is the difference between a Revenue centre and a Support centre? Give two examples for each of
these categories and justify. Write your findings below. (PASS)

Ans. Submitted to sir in the classroom.

 Hospitality – 1 Assignment

Question 2. Explain the range of services provided by the front office department to a specific type of
guest (FIT, FFIT, CVGR & CIP) from the time that he has made his booking until he settles his account
during departure.
Also, write on any one of the following topics-
a) Telephone etiquettes b) effective sales techniques
c) Understandings the modes of payment- traveller’s cheque/ credit card
d) an appropriate Front- office layout and justify. (PASS)

Ans. FIT- In the hospitality industry, FIT stands for Free and Independent Traveler. FIT guests are
travelers who book hotels on their own, without the help of a travel agent, tour operator, or online
platform. They are also known as walk-in guests.

FFIT- In hospitality, FFIT stands for Fully Free Independent Traveller. It's a type of guest that
receives services from a hotel's front office department.

CVGR- CVGR stands for Company Volume Guaranteed Rate. It's a special rate that a hotel may offer
to a company to attract a high volume of business from a specific market segment. The rate is
offered when the company guarantees a certain number of room nights within a specific time
frame.

CIP- CIP in hospitality can stand for Commercially Important Person, which is a term used to
describe high-value commercial clients. CIP service is offered at hotels, airports, and seminar
halls.

Here are some “Effective Sales Techniques” that can be used in the hospitality
industry:
 Know the product: Understand the product you are selling and avoid vague questions.
 Control the encounter: Ask specific questions and quote the full rate plus tax.
 Turn negatives into advantages: For example, a room without a view can be described as
a quiet room.
 Partner with local businesses: Offer guests activities outside of the hotel, such as city
tours or day spa packages.
 Active listening: Understand what the customer needs and demonstrate that you hear
them.
 Communication: Communicate clearly with customers, guests, team members, and others.
 Develop sales strategies: Consider the target market and local destination when
developing sales strategies.
 Connect with guests: Identify the needs and wants of guests by segmenting the target
market and building a customer profile.
 Empathy: Understand and share the feelings of customers or prospects.
 Know your prospect: Use personal research to better address the needs of the prospect.
 Hospitality – 1 Assignment

Question 3. Explain how the housekeeping department contributes towards earning hotel revenue. Write
your answer in 10 – 15 sentences. Also, prepare a layout of a standard room in a hotel, exhibiting the basic
amenities and facilities provided. It’s the need of the hour to protect the environment from deteriorating,
suggest the eco- friendly practices followed in hotels (give names of hotels) in the area of providing supplies
and amenities to guests(PASS)

Ans. Contribution of the housekeeping department toward earning hotel revenue-

 Comfortable & Safe environment: The housekeeping department is one of the major departments
in any hospitality industry. It is responsible for maintaining the cleanliness and hygiene of all areas
within the hotel premises. They meticulously clean and sanitize guest rooms, public spaces,
corridors, and restrooms, ensuring that they meet the highest standards of cleanliness.

 To create a positive impression: The housekeeping department also plays a crucial role in
enhancing the overall ambiance and aesthetics of the hotel. They are responsible for decorating the
hotel, arranging furniture, and creating a welcoming and inviting atmosphere.

 In addition to these direct contributions, the housekeeping department also indirectly contributes
to earning hotel revenue in a number of ways. For example, a clean and well-maintained hotel is
more likely to attract positive reviews from guests. These reviews can help to increase the hotel's
visibility and attract new customers. Additionally, a clean and well-maintained hotel is more likely
to be able to charge higher rates for its rooms.

 Overall, the housekeeping department is an essential part of any hotel operation. They play a vital
role in ensuring that guests have a positive experience and that the hotel is able to generate revenue.

The layout of a standard room-

 Hospitality – 1 Assignment

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

FIDELIO CASE STUDY - 1

1. Accept a reservation for a Free Individual Traveller guest and confirm it.
2. Check in the guest.
3. Accept a message for him. Later deliver the message.
4. Make an ADD ON reservation for him.
5. Do a Room Move for the guest as there is a major leakage.
6. Post 5 bills – room tariff, tax, breakfast, bar and coffee shop.

Create a single guest folio.

7. Settle the bill and check out the guest.

FIDELIO CASE STUDY - 2

1. Accept a reservation for a Free Individual Traveller guest and confirm it.
2. Check in the guest.
3. Accept a trace for an extra blanket and pillow.
4. Put a locator - Guest in coffee shop till 15.00 hours.
5. Extend the guest’s stay by two days.
6. Post 5 bills – room tariff, tax, laundry, bar and mini bar.

Create a single guest folio.

7. Settle the bill and check out the guest.

FIDELIO CASE STUDY - 3

1. Accept a reservation for a Foreigner Free Individual Traveller guest and confirm it.
2. Enter retention charges – Rs.15,000/-
3. Check in the guest.
4. Accept a trace for an extra blanket and pillow.
5. Put a maintenance work order – Bulb fused. Later resolve it
6. Reduce the guest’s stay by two days.
7. Post 5 bills – room tariff, tax, laundry, bar and juice.

Create a single guest folio.

8. Settle the bill and check out the guest.
 Hospitality – 1 Assignment

Question 5. Write steps for the appropriate and unique solutions in order to handle different situations which
can occur during a guest’s stay. You can choose any one of the Role Play Situations as below.
The case-studies can be on any of the following stages of guest stay. (MERIT)
 Reservation
 Registration
 Guest stay
 Departure

Role Play Situation No.1

Ms. Jennifer Ross wants to make a booking for 5 nights at your hotel. The room type that she is asking for is
not available. It is her first trip to the city. On arrival she insists that 2 pieces of luggage be kept at the left
luggage room. She checks in to the hotel. She wants to do a sight – seeing trip of the city and the surrounding
places. She has a fax to be sent and calls the business centre. During the stay she asks for a bottle of
champagne and insists that it be given as complimentary.
Do the needful with the student playing the role of Front Office Supervisor.
Answer.

Role Play Situation No.2

The travel assistant from Accenture Company calls to make a reservation for Ms. Sangeeta Chawla, for 5
nights. On her arrival check- in the guest. She is on a M.A.P meal plan but insists that it be changed to A.P.
plan without informing the company. During occupancy she asks for a hair-drier. When asked to return the
hair- drier just before departure, she refuses to return it and says that she did not get one from the hotel.
Do the needful with the student playing the role of Assistant Front Office Manager.

Answer

Question 5You have prepared a layout of a standard room as per the current scenario of the hotel industry.
After analysing the guest supplies, amenities, décor and cleaning standards, design a standard room for
future.
(You can describe the layout in a few lines)
Explain as to how the hotel with updated room facilities can create a niche in the industry. (DISTINCTION)
OR Answer the Question below

Design a brochure with specially designed packages to up-sell a hotel in the off-season. Explain how the
various packages will be successful in bringing business during the off-season. You can share your design
ideas in the space below (DISTINCTION)

Ans. Specially designed packages to up-sell a hotel in the off-season are as follows-
 My hotel is located in a hill station so there is less occupancy at the time of the rainy season
so I would give some exclusive offers like-
 Free pick up and drop facilities at off-season from station/airport to hotel.
 50% off on dining's.
 Pay for 3 nights and get a one-night free stay at the hotel.
 Laundry service is free.
 30% payback at guarantee booking of a double occupancy booking.
 Free passes to the nearest resort for two on weekdays.
 20% off in Enrich saloon for a stay of 2 nights in the hotel.
 50% offer on breakfast, lunch, or dinner.