FRANKFINN HOSPITALITY

ASSIGNMENT
SUBMITTED BY
SANABEER SALAHUDEEN
BATCH –L1
FIAT-COCHIN
 Acknowledgement
• I take this opportunity to Thank our
Hospitality trainer Mr. Mohan Nair for the
great support he has given through his
training sessions. He helped us a lot in doing
this presentation as well as the theme
presentation.
 Introduction
• This assignment is about the history &
facilities of one domestic hotel and one
international hotel!!!
 The hotels which i am selected...
Domestic
 THE LEELA GROUP OF HOTEL KOVALAM

International
 THE BURJ AL- ARAB HOTEL
 THE LEELA GROUP OF HOTEL KOVALAM
• Hotel Leela Venture Ltd is an Indian hotel company,
currently with four deluxe hotels, located in
Mumbai, Bangalore, Kovalam and Goa.
• The company was founded by Captain C.P. Krishnan
Nair.
• While visiting various countries, he realized the
need for a luxury hotel chain in India that could
measure up to international standards
• The Leela Kovalam is Kerala’s largest hotel built on a
rock face cradled between two wide sweeping
beaches with a stunning view of the famous
Kovalam coastline…
 The Leela Kovalam is Kerala’s largest resort, built on a rock
face cradled between two wide sweeping beaches with a
stunning view of the famous Kovalam coastline
Achieving these levels of excellence has been the result of a
three pronged business strategy, best described in the words of
Capt. Nair.
Fundamental to our business is the all pervasive Indian
tradition of hospitality. Secondly, we honour the cultural
heritage of India. Lastly, we operate on the basis of world class
technology, backed up fully by the commitment of the staff

Capt. Krishnan Nair.

Chairman - The Leela Group of Hotels.
 The Leela Kempinski Kovalam

The Leela Kempinski Kovalam Beach, Kerala was built to be

the ultimate luxury hotel for people seeking refuge from big-
city stress.
This is the precise reason why its stunning location is in very
close proximity to Nature’s splendors.
But if you do want to get out and see how the time
honoured ways of Kerala living are still practised, Trivandrum,
the capital of Kerala is a short and scenic drive away.
 The Leela Kovalam offers a range of services and
facilities for both your leisure and pleasure.
 An exclusive beach
 An exclusive beach
 Badminton
 Beach Volleyball
 Car parking and valet services
 Excursions and day picnics
 Fitness centre
 Florist
 Tennis
 Yoga lessons
 Jogging track
 Snooker
 Library
 IN-ROOM

 Bath with walk-in showers

 Tea/Coffee making facilities
 Mini bar
 Satellite television
 Internet access
 Laundry and dry cleaning
 Wake up call service
 Doctor on call
 Smoke detectors and sprinkler system
 OTHER FACILITES

DINE

DINE BAR
 ROOMS AND SUITE

SUITE ROOM

DELUXE ROOM
CLUB ROOM

SUPERIOR ROOM
(SEA VIEW-ROOM)
SPA- THERAPY
ROOM

CONFERENCE HALL
 SKY BAR

Coffee shop
BEACH- FESTIVALS
 BURJ AL -ARAB
The Burj Al Arab is a 5-star rated luxury hotel
located in Dubai, United Arab Emirate.
At 321 m (1,053 ft), it is the fourth  tallest hotel
in the world. The Burj Al Arab  stands on an an
artificial island 280 m (920 ft) out from Jumeirah
beach, and is connected to the mainland by a
private curving bridge. It is an iconic structure
whose shape mimics the sail of a ship…….

 The hotel is managed by the Jumeirah Group

 HISTORY OF BURJ AL-ARAB
 The beachfront area where the Burj Al Arab and Jumeirah Beach
Hotel are located was previously called Chicago Beach.
 The hotel is located on an island of reclaimed land 280 meters
offshore of the beach of the former Chicago Beach Hotel
 The old name persisted after the old Hotel was demolished in
1997. Dubai Chicago Beach Hotel remained as the Public Project
Name for the construction phase of the Burj Al Arab Hotel
until Sheikh Mohammed bin Rashid Al Maktoum announced the new
name
 Construction of Burj Al Arab began in 1994. The hotel was built
by South African construction contractor Murray & Roberts.
 The building opened in December 1999.
 Burj Al Arab is the world's second tallest hotel (not including buildings
with mixed use).
 ROOMS AND SUITES
 Despite its size, the Burj Al Arab holds only 28 double-story floors
which accommodate 202 bedroom suites.
 Suites feature design details that juxtapose east and west. White
columns show great influence. Bathrooms are accented by mosaic tile
patterns
 Prices of rooms vary from approximately $1,000 to $27,000 per night.
 There are different types of suit rooms and deluxe rooms.
 Suite rooms

Luxury suites
panoramic suite

superior suite
Guest Bed-room

master bed-room
Deluxe rooms

Royal deluxe
ROYAL SUITES
LARGE BED-ROOM

DRESSING TABLE
LIVING ROOMS
 OTHER FACILITIES ATTACHED WITH SUITES

Bath-rooms
 Facilities of Burj Al-Arab
 Babysitting/Child Services
 Concierge
 Parking
 Laundry/Valet Services
 Handicapped Rooms
 Modem Lines in Room
 Non-Smoking Rooms/Facilities
 Free Newspaper
 Mini Bar
 Bar/Lounge
 Restaurant
 Pool
 Fitness Center and Spa
POOLS
 Restaurants

Al Mahara ("Oyster"), which is accessed via a

simulated submarine voyage, features a large
seawater aquarium, holding roughly
990,000 litres (35,000cu ft) of water. The tank,
made of acrylic glass in order to withstand the
water pressure, is about 18 cm (7.1 in) thick
 Al Muntaha (Arabic for "Highest" or "Ultimate"), is
located 200 m (660 ft) above the Persian Gulf,
offering a view of Dubai. It is supported by a
fullcantilever that extends 27 m (89 ft) from either
side of the mast, and is accessed to
a panoramic elevator…
Sky view Bar

Al-muntaha bar
(attached with resturant)
 IN ROOM BREAK FAST

BREAK-FAST

FREE –DATES IN ROOM

Lobby
TOP VIEW

EXTERIOR VIEW
THE MOST SPECIALITY OF BURJ AL-ARAB IS THEY
HAVE A CONVERTIBLE HELIPAD& TENNIS COURT
ON THE TOP OF THE BUILDING!!!!!!

TENNIS COURT

&

HELIPAD
Let us look at the guest cycle in this situation

RESERVATION

CHECK OUT. REGISTRATION

STAY IN THE HOTEL

 Guest cycle
 The guest cycle describes the activities that each
guest passes by from the moment he/she calls to
communicate a reservation inquiry till he/she
departs from the hotel. In fact, the guest cycle
encompasses 4 different stages, which are depicted
in the underneath diagram;
o Pre-Arrival  Arrival  Occupancy  Departure
 RESERVATION
 Vanessa Anderson’s secretary called up
the reservation counter and answer the
telephone with in three rings.
 we greeted her properly
 She booked a double room for four
days for her and boss Mrs. Vanessa
Anderson also she asked about
requirements for double room. We
gave the required facilities.
 We successfully reserved a double
bedroom for Vanessa Anderson
and her secretary.
 Also a copy of reservation has sent
to the guest through fax & email by
front office.
 Pre-arrival
 On the pre-arrival stage,
our hotel created every
guest’s reservation Records.
 our Front office staffs
collected all the data of the
arrival day.
 We Asked house keeping to
clean the rooms.
 We prepared our rooms for
guest stay.
 Sent the cab
Our hotel sent
a cab to
receive
Vanessa
Anderson from
the airport
 The Front Office

 The bell boy handling the luggage

of Mrs. Vanessa Anderson and
escorts her to the Front Office
Desk for completing the check in
procedure.
 On-arrival
We welcomed
Mrs. Vanessa
Anderson and
her secretary
with the
traditional style
of welcoming
We provided welcome drink to Mrs. Vanessa
Anderson and her secretary
The guest is filling GRC card
Guest registration card
 C form
Vanessa Anderson is a foreign guest she has to fill the C form.
We handed over the card key to Vanessa
Anderson for double bed room
Bell boy handling the luggage's
The double bedroom given as per the
requirement of Vanessa Anderson.
Lobby manager is taking Vanessa and her
secretary to double room.
A complimentary flower basket and fruit basket
provided for Mrs. Vanessa Anderson inside the
room
Flower basket Fruit basket
Some amenities provided for the
guest..

room amenities

Bathroom amenities
 Amenities supplied to group bookings
Bath towel Face towel Hand towel

Slippers Soaps/ Soap dish Shampoos Bath Gels Bath Lotions

Shower Caps Dental Kits Shaving Kits

Sewing Kits Shoe Shines Shoe Mitts

Combs Cotton Balls Sanitary Bags

Cotton buds Bathrobes Nail files

Clothes Brushes Carry Bags

Shoe Horns Racks Garbage Barrels

Tissue Boxes Shoe baskets Rattan Baskets

Pallets Hangers Swizzle

Sticks Umbrellas Gargle

Tumblers Toilet Rolls Fruit Sticks

Water tumblers Service directory Guest stationery

Do Not Disturb’ cards Bible / Gita Ash tray

Breakfast knob cards Room service menu Match Box/ Lighter

Polish my shoe card Room beverage menu Guest house rules

Vanessa Anderson goes to the travel desk during her second day
of stay and requests for a sight seeing trip.
 Restaurant.
She came to our restaurant to taste different delicacies.
Currency exchange inside the hotel
 on her third day
She exchanged 5oo$
From our front office
desk.
Also we passed a Message to Mrs. Vanessa
Anderson when she gone for a purchase
Mrs. Vanessa came to our Business
desk to sent some fax & mails
Vanessa Anderson calls the front office and asks us to keep the
bill ready, 10-15 minutes before check out.
 Checking out
The bell boy accompanies Ms. Vanessa Anderson to the front desk with the guests luggage at the time of checking out.
She settled our bill and promised us to
come back next time in our hotel
Feed back form
The role play conducted in our class
House keeping
 Why is housekeeping department considered
to be the backbone of a hotel…?
 Housekeeping is an important and integral part of the guest experience and
satisfaction
 Other things such as security are important, but what guests really want is to
feel at home, to feel comfortable
 The impact of the housekeeping function on the success of a hotel’s operations
cannot be underestimated, since large revenue for hotel industry is generated
mainly from the sale of rooms
 Good housekeeping is the foundation of good infection prevention.
 The general cleanliness and hygiene of a facility are vital to the health and
safety of guests, staff, and visitors.
 Pleasant work environment contributes to staff members' satisfaction, making
them to be more productive.
 A more pleasant environment improves guest satisfaction and can increase
guest’s use of services and frequent visits.
 People go in the hotel to have a home away from home.
 Its the housekeeping department that transforms a chaotic room into
a home that's why they are so important.
 As one of the most integral departments within the hotel, the
Housekeeping Department is responsible for the immaculate care
and upkeep of all guest rooms and public spaces.
 Housekeeping is the backbone of the Hotel Industry as it is
responsible for cleanliness, maintenance and aesthetic appeal of the
Industry.
 Housekeeping takes more manpower to accomplish countless
functions that it does for the other departments in the lodging
industry.
 It is a major department which accounts for the revenue of the Hotel.
 This department makes the guest feel "A home away from home".
In some hotels there more than one housekeeping executive, and their
work is divided according to the floor, and each executive will have a group
of room maids and cleaner assisted by the executive. 25 to 30 mins is
allotted to a room to be cleaned . And also the room maids and the
cleaners are suppose to clean around 10 rooms in a particular shift. Before
going directly to room, the floor executive or
housekeeping executives goes to the laundry
department and will collect all the clean fresh
linen needed for the arrangement of rooms .
Also they will collect the required things from
the store department .
House keeping clean room such as
 Cleaning & Moping
 Dusting
 Bed making
 using air freshener.
 Replacing all used complimentary items.
 House keeping materials
• h
 Cleaning and moping
 All the rooms must be cleaned using correct sanitizing agent
everyday, on demand. Even if the guest doesn't demand the
rooms must be cleaned without disturbing the guest and their
privacy . The important thing to noticed is that after cleaning
the room all belongings of the guest must replaced in the same
place as it was before.
 Dusting
 The first step of cleaning must be dusting the
each and every corner of the room. While
dusting all the doors and windows must be
opened up for the fresh air to get in.
 Bed making
 Remove all soiled or used bed linens.
 Stretch a fitted sheet across the bed, being sure that the rounded edges with elastic fit
snugly on the four corners of the mattress.
 Tuck any remaining part of the sheet under the mattress so that it will not come loose when
someone sits or lies on the bed.
 Spread a top sheet over the mattress. Keep both sides an even distance from the floor. Tuck
the bottom part of the sheet into the bed frame so that it does not hang over.
 Place the full blanket on top of the sheet. Spread it evenly across the bed, being sure again
that both sides are an even distance away from the ground. Tuck the bottom part of the
blanket into the bottom area of the bed frame, being sure it is not hanging over.
 Remove any wrinkles from the bed by gently stroking the wrinkles with the palm of your
hand.
 Spread the comforter out evenly over the bed. Tuck the bottom area into the bed frame,
being sure that it is not hanging over.
 Make sure that both sides of the comforter are an even distance from the ground. Place two
pillows barely above the fold on the comforter.
 The majority of the pillows should be resting on the fitted sheet .
The washroom must also
be cleaned while cleaning
the room. The best
sanitizing agent must
select to clean the
washroom. Also have to
replace the
complimentary toilet kit.
Laundry department
 Housekeeping desk
• Most the hotel have a male executive in the
housekeeping desk. Housekeeping desk helps
the front office staff by passing the information
regarding the room status
Laundry department of the hotel helps
to clean the solid cloths . All the linen
which are used in the hotel are cleaned
here in this department. Even they
clean the cloths of the customer in
demand. Also the staff give their
uniform for washing. In big hotels the
uniform of the staff will be washed 100
times per set, after that those uniforms
are discarded…..

Two departments of laundry

dry cleaning
 Stores department
• Its divided among the executives as per their
requirement. The store department which is in
the housekeeping department is directly under
the store department of the hotel.
Lay out of a standard room
Fidelio
 BIBLIOGRAPHY
Hospitality Modules.
Self General Knowledge.
http://www.hotel-online.com/News/PressReleases
http://scholar.google.co.in/
http://www.tripadvisor.com/
http://www.itopc.org/travel-trade/new-hotels-in-
pipeline.html
http://www.globalhotelalliance.com/HotelSearch.aspx
http://www.fivestaralliance.com/luxury_hotel/mumbai/
the_leela_kempinski/gallery/09707_1
http://thecomforts.com/thecomforts_directory.asp?
spc=1333
www.googleimages.com
Thank you