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ACKNOWLEDGEMENT
ABOUT OBEROI`S
HOTEL OVERVIEW
FRONT OFFICE
CONCLUSION
ACKNOWLEDGEMENT
1
With a deep sense of satisfaction and gratitude to Human
successful hotelier.
2
ABOUT OBEROI HOTEL`S & RESORTS
THE GROUP
The Oberoi Group, founded in 1934, operates 30 hotels, Nile Cruisers
and a Motor Vessel in the backwaters of Kerala. The Group has
presence in six countries under the luxury 'Oberoi' and five-star 'Trident'
brand. The Group is also engaged in flight catering, airport restaurants,
travel and tour services, car rentals, project management and corporate
air charters.
Oberoi Hotels & Resorts is synonymous the world over with providing
the right blend of service, luxury and quiet efficiency. Internationally
acclaimed for all-round excellence and unparalleled levels of service,
Oberoi Hotels & Resorts have received innumerable awards and
accolades.
A distinctive feature of The Group's hotels is their highly motivated and
well trained staff who provide exceptionally attentive, personalised and
warm service. The Group's luxury hotels have established a reputation
for redefining the paradigm of luxury and excellence in service amongst
leisure hotels around the world.
Trident hotels are five-star hotels that have established a reputation for
excellence and are acknowledged for offering quality and value. These
hotels combine state of the art facilities with dependable service in a
caring environment, presenting the ideal choice for business and leisure
travellers.
COMMITMENT
The Group's commitment to excellence, attention to detail and
personalised service has ensured a loyal list of guests and accolades in
the worldwide hospitality industry.
Recognising the importance of quality training in hospitality
management, The Oberoi Group established The Oberoi Centre of
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Learning and Development in New Delhi in 1966. Today, this institution is
considered amongst the best in Asia with approximately 100 students
The Oberoi Group is committed to employing the best environmental
and ecological practices in technology, equipment and operational
processes. The Group also supports philanthropic activities and is a
keen contributor to the conservation of nature and cultural heritage.
The Oberoi Group are committed to display through our behaviour and
actions the following conduct, which applies to all aspects of our
business:
4
OBEROI HOTEL`S & RESORTS
INDIA
The Oberoi Amarvilas, Agra
The Oberoi, Bengaluru
The Oberoi, Gurgaon
The Oberoi Rajvilas, Jaipur
The Oberoi Grand, Kolkata
The Oberoi, Mumbai
The Oberoi, New Delhi
The Oberoi Vanyavilas, Ranthambhore
Wildflower Hall, Shimla in the Himalayas
The Oberoi Cecil, Shimla
The Oberoi Udaivilas, Udaipur
The Oberoi Motor Vessel Vrinda, Kerala
INDONESIA
The Oberoi, Bali
The Oberoi, Lombok
DUBAI
The Oberoi, Dubai
MAURITIUS
The Oberoi, Mauritius
EGYPT
The Oberoi, Sahl Hasheesh
The Oberoi Zahra, Nile Cruiser
The Oberoi Philae, Nile Cruiser
SAUDI ARABIA
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UPCOMING HOTELS
INDIA
The Oberoi Sukhvilas, Chandigarh
MOROCCO
The Oberoi, Marrakech
UAE
The Oberoi, Al Zorah
TRIDENT HOTELS
INDIA
Trident, Chennai
Trident, Agra
Trident, Gurgaon
Trident, Jaipur
Trident, Bhubaneswar
Trident, Cochin
Trident, Udaipur
Trident, Hyderabad
6
HISTORY
The late Rai Bahadur Mohan Singh Oberoi founded the Oberoi Group in 1934.
The Company was incorporated as a public limited company in India on 26
May 1949 and its initial business activity was as the lessee and operator of The
Oberoi Palace Hotel in Srinagar, Kashmir. The equity shares of the Company
were first listed on the BSE in 1956. In 1965, we built our first hotel, The
Oberoi Intercontinental, now known as The Oberoi, New Delhi, and in 1957, we
started our flight services business. On 9 September 1968, The Associated
Hotels of India Limited and Hotels (1938) Private Limited merged into the
Company pursuant to which our Company acquired five hotels including, The
Oberoi Grand in Kolkata, The Maidens Hotel in Delhi and The Oberoi Cecil,
Shimla. In 1973, we commenced operations at the Oberoi Towers in Mumbai
and subsequently expanded our operations from the five star deluxe segment to
- Trident branded hotels which were targeted at business and leisure customers
seeking high-quality service at more affordable prices. Between 1986 and 2009,
we added nine hotels branded Trident. In 1974, the Company established a
printing press in Delhi primarily to ensure supply of high quality guest
interactive stationery.
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opened The Oberoi Rajvilas, our first premier leisure hotel targeting the high -
income international and domestic leisure traveller. Subsequently, we opened
three more such hotels, The Oberoi Vanyavilas and The Oberoi Amarvilas in
2001 and The Oberoi Udayvilas in 2002. We also commenced operations at the
Wildflower Hall in Shimla in 2001.
In April 2005, Indus Hotels Corporation Limited, a 50% joint venture between
us and the R. Raheja Group, merged with our associate company, EIH
Associated Hotels Limited, to achieve a balanced portfolio of business and
leisure properties by creating a single entity focused primarily on the five star
segment. The merger resulted in our Company holding approximately 36% of
the equity of EIH Associated Hotels Limited. Effective 1 April 2006, The
Oberoi Cecil, Shimla and the Trident Bhubaneshwar were transferred from us to
EIH Associated Hotels Limited.
8
HOTEL OVERVIEW
9
Location
History
Rooms
Dining
Recreational Facilities
Room Amenites
10
LOCATION
Situated at 8,350 feet in the magnificent Himalayas, Wildflower Hall is a
fairytale luxury resort set in 20 acres of virgin woods of pine and cedar. The
former residence of Lord Kitchener, rebuilt to a new magnificence, Wildflower
Hall recreates the grand style of the colonial era. Enjoy beautiful views of
mountains and valleys from the rooms, restaurants, outdoor Jacuzzi and the
heated swimming pool. Nature lovers can explore the Himalayas and enjoy
adventure sports. For the ultimate in pampering our luxury spa pavilions are
tranquil havens for revitalizing the body and soul.
The hotel is a perfect base from which to explore the fascinating Himalayas and
Buddhist temples. Outdoor activities include trekking, water rafting, picnics,
nature walks and riding. The building occupies only five percent of the twenty
acres of property, allowing guests ample space for privacy and tranquility.
Flying to Shimla
Chandigarh airport is four hours' drive from Wildflower Hall, Shimla. The roads
are picturesque, windy and the views along the way simply spectacular.
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The airport offers daily connections to Delhi and Mumbai. It also has flights to
the major cities in Asia, Europe and America.
Trains to Shimla
There are regular trains from Chandigarh railway station to all the major cities
in India. Please be advised that trains can be fully booked weeks in advance.
Chandigarh railway station is, like the airport, four hours' drive from
Wildflower Hall, Shimla along spectacular mountain roads. Chauffeur driven
car to meet your train.
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HISTORY OF THE HOTEL
Wildflower Hall is the Oberoi group's elegant retreat in the Himalayas. Going
back in time, this fascinating resort is wrapped in the history of Shimla for more
than a hundred years.
It was for many years the property of Mr. G H M Batten, C S who officiated as
the one time Private Secretary of the Earl of Lytton. It was a1so the favorite
retreat of Lord Ripon. Later, it also served as a charming country villa of Lord
and Lady Dufferin.
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Before the formation of the Himachal Pradesh Tourism Development
Corporation in 1972, the Wildflower Hall was being run as a hotel by the
Department of tourism. In 1972, the property, was taken over by HPTDC.
Unfortunately, the building was gutted in a devastating fire in the year 1993.
The Oberoi group took over and began construction in the year 1995 and a
majestic new building was erected among the sylvan surroundings and sweet
smelling pines.
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ROOMS
Guest rooms are appointed with teak floors, hand-knotted rugs and rich
furnishings which reflecting the colonial heritage of the hotel and respect the
traditional skills of local craftsmen. All rooms feature a mini bar, satellite
television and DVD player and direct dial telephones with dataport. Three
interconnecting sets of rooms are available at the resort. 24 hours in-room
dining, same day laundry and dry cleaning and 24 hour butler service all add to
the exceptional standard of services guests enjoy at Wildflower Hall.
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Room Types
Lord Kitchener Suite
Deluxe Suite
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Premier Valley View Rooms
DINING
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Restaurant spans a smart indoor dining area, a charming glass conservatory and
an outdoor terrace that offers panoramic views of the Himalayas.
For private parties, guests can enjoy the intimate dining space of Lutyens,
decorated with colonial paintings and warmed by a roaring open fire.
Those who wish to learn more about Shimla's rich colonial history will enjoy
the stories of adventure and exploit told by our in-house historians in the
Cavalry Bar.
THE RESTAURANT
Dining areas are bright spaces, refreshed with magnificent views of the Greater
Himalayas.
Guests may take a seat on the terrace to enjoy the fragrant, cedar filled air, while
the spectacular glass conservatory promises an intimate dining experience in the
soft sunlight, or under the stars.
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LUTYENS
The intimate setting of Lutyens Hall makes it the ideal place for a special dinner
with family and friends. Overlooking gardens, this charming hall is lit by
chandeliers and crystal wall lamps. It is secreted behind large wooden doors and
an elaborate marble relief of intertwining trees and flowers.
Guests can order from the restaurant menu or place special dining requests,
which are happily fulfilled. Take a seat at a linen clothed table, in the sofa lined
wall booth, or by the fireside in a comfortable sofa.
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From the comfort of a rich, plum leather bar stool, or an evergreen silk sofa
placed beside the grand, Spanish marble fireplace, guests will delight in the
antique war memorabilia that adorns the walls of our Cavalry Bar, as they sip on
a single malt, signature cocktail, a cup of tea or coffee.
For guests who wish to learn more about the history of Shimla and Wildflower
Hall, in-house specialists present pictorial histories in the bar every alternate
evening from 6pm.
Peiwinkle
Candle Light Dinner arrangement is done in private movie theatre where
guest can also watch a romantic film.
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Gazebo
Charming hillside gazebo. Savour a gourmet five course meal, cooked
live by a dedicated chef and served by a personal waiter beside the
ambient warmth of traditional sigris
Padhock
A mountain peak at wildstrawberry trail meals are cooked live by chefs
and served.
Picnic at peak
"The Peak" is a quaint colonial bungalow built in 1863 and used as the
weekend retreat for many a Viceroy, including Lord Ripon and Lord
Lytton. Perched on a hilltop and nestled amongst 10 acres of terraced
apple orchards, "The Peak" is afforded magnificent views of the
surrounding landscaped hill slopes.
Guests can enjoy the scenic 20 minute drive to "The Peak", followed by
a short guided walk with a naturalist and a delicious picnic designed by
chefs, served in the bungalow's picturesque grounds.
Poolside Dinner
Candlelight Dinner by the pool.
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AMENITIES
Room
Technology
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Wide range of national and international news, sports and film channels
WiFi (chargeable after 30 minutes)
DVD and CD player
In-house movie selection
Three telephone lines
Bathroom
WILDFLOWER HALL
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Wildflower Hall offers exclusive massage, yoga and Ayurvedic treatments at
bespoke locations around the hotel and grounds. Open air whirlpool affords
magnificent views across the Greater Himalayas, while our indoor pool - lit and
adorned by overhead crystal chandeliers - is temperature controlled throughout
the year. Modern fitness suite is fully equipped and air conditioned for guests'
comfort.
GYM
Gym is equipped with a range of cardiovascular machines, weights machines
and free weights.
SWIMMING POOL
Adjoining the spa is the magnificent heated indoor swimming pool with
beautifully detailed mosaic floors and chandeliers. The pool offers splendid
views of the mountain ranges.
Attached to the indoor heated swimming pool is an outdoor deck and our al
fresco infinity whirlpool, where guests can soak in the sun, relax and rejuvenate
while enjoying breathtaking views of the snow capped Himalayas
OUTDOOR ACTIVITIES
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25
FRONT
OFFICE
INTRODUCTION
26
In countries throughout the world, the steady and continual increase in
size of tourist and hospitality industries continues. In order to accommodate
the world's travelers, the Hotel Industry is also expanding to keep up with the
demand.
For many people it's the look, design or location that creates the important and
lasting impression.
Very often the first and the last place the guest comes into
direct contact with the Hotel is the Front Desk. It is the Front
Office, which forms the basic foundation for the hotel staff and
guest relation in the future. Its primary function is the sale of
guest rooms available in the hotel by following a series of
preset procedures consisting mainly of reservation followed by
registration and assigning room to customers.
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Thus we see that the primary objective of the front office is to
receive the guest, give them a warm welcome, assign them
rooms keeping in mind their taste and preferences and be a
customer friendly interface between the hotel and the guest.
The main areas of the Front Office at The Wild Flower Hall are-
1. Bell Desk
2. Information.
3. Reception.
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4. Cashier.
5. Concierge.
6. Reservation
7. Instant Reservation desk.
During the hotel stay, a guest may require certain services from and engage in
various transactions with the hotel. One or the other section of the hotel front
office mostly handles these. Following is the example of interaction of the guest
and the hotel at different stages of his stay:
Pre-arrival
Arrival
Occupancy
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1. Front Desk Cashier: For currency exchange, safe deposits
of valuable articles and Maintaining guest accounts.
Check out
JOB DESCRIPTION
30
RESERVATIONIST :
RECEPTIONIST :
31
CASHIER :
5. The Lobby, the lounge is always spic and span. Check the
plants, sitting arrangement, check ashtrays, lights, patio
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reading room, main porch curtains. Meet the P.A.
Housekeeper every day. Communicate as fast as possible,
write down in the logbook all your follow up actions.
Ensure all pending actions are completed.
6. Should be fully conversant with the arrival procedures
arrival list with instruction, V.I.Ps staying on V.I.P.s arriving
for the day and for the next day. Position of the house.
7. Check the rooms/suites blocked for VIPs and regular
guess. Through knowledge of ckecking the rooms/suites.
Check flowers fruits, stationary, soap basket, special
towels weighing machine balcony, Frigidaire, newspapers,
magazines.
8. Maintenance of the guest history cards. These cards
should be up to date. The cards should be to date. The
cards required for the day should be available and each
card should be gone through. Pre-register the VIPs and
regular guests with the help of the history card. Note
carefully the likes and dislikes of this guest and other
information on them.
Call these VIPs and regular guests the next day morning
and inquire if everything is fine with them. Keep informed
the seniors if anything is important. Keep messages for
those guests who you could not contact.
9.(a) Send the logbook to the General Manager for his information. Keep the
Resident Manager/Front Office Manager informed of the important
arrivals. VIPs should be met at the door. If thee are instruction s to do the
traditional welcome, please make the necessary arrangements well in
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advance. Inform the front Office Manager/Resident Manager/general
Manager about the arrival in time. Escort these VIPs to the rooms.
(b) Prior to the arrival of the VIPs, dignitaries etc. Make sure
you have thoroughly checked the rooms and ensure
everything is in order including Flowers, fruits, Soft Drinks,
Liquor Trolley Stationery, Towels with initials soap baskets,
Bathrobe (depending upon the instructions given)
magazines, Newspapers etc.
8. Check all VIP pre-registered cards for :-
(a) Correct spellings of the name and other information.
(b) Room No. and key, key card ready.
(c) Flight arrivals, check if the flight is on time. Check if the
car is required to be sent. Check if the Airport
representative to receive the guest.
(d) Correct billing instructions.
(e) Make sure the foreign VIPs are aware of the bills to the
settled in foreign currency.
(f) Check carefully the VIP list daily.
9. You should know the services to be offered from the
Concierge Desk such as :-
(a) Should be thoroughly conversant with airline schedules.
Facilities for confirmation of tickets refer to TTT or Lobby
Manager. Render positive help.
(b) City sight seeing tours, trip to elephants Caves, important
shopping centers in the city.
(c) Answer specific queries and requests.
(d) Weather conditions and temperatures.
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(e) Airport transfers and transporting requirements.
(f) Speedy checkouts of the VIPs and seeing them off. Check
tactfully if the guest has enjoyed his/her stay with us. Give
feedback information to your seniors. Log them in a book.
(g) Co-ordination with Press Relations Executive, if there is
one. Forward correct details well in advance.
(h) Sport activities and facilities available in the City.
(i) Update Secretarial services baby sitting, Resident Doctor.
(j) Ensure there is no gap in communication.
10. Maintain a record of long studying guests shifted to the
Flats in the city.
11. Telephone etiquette, facial expressions, tone, courtesies,
and gestures, showing willingness to help the guest.
12. Always remember and act on the guidelines given on
Assertive Training.
LOBBY MANAGER
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To be proactive to the needs of the client. Visibly available in
any case.
The Lobby guest movement hours.
To keep an overall eye on the security, cleanliness.
SPECIFIC RESPONSIBILITIES :
36
Maintain close contact with all long stay guests and ensure
that they are comfortable during their stay.
Handling long stay billing.
Follow up on credit card balance approvals and feed the
codes in guest billing.
Flow up incomplete billing and also on cards that have
been declined for further credit.
Authorizing bills in hold and clearance of the same.
Removal of liquor and stationary from VIPs Departure/no
show rooms.
Verify Red Flag/Discrepancy reports through Security.
Actioning the Scanty Baggage Report.
Double checking market segmentation of all arrivals of
the day.
Daily analysis of allowances of the day before the FOM
comes in.
Authorizes paid outs, allowances and gate passes.
On Sundays, holidays and after closing hours acts and
receiving manager.
Authorizes liquor amenities.
Authorizes wash n change rooms with the knowledge of
FOM.
Authorizes IOUs.
Authorizes usage of lockers only if cleared by the
FOM/Duty Manager.
To read and initial incoming fax & telex messages after
office hours & take necessary action.
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To attend meetings as required.
To observe hotel policies & standards at all times.
Shift wise gauging of city pressure on sold out dates in our
other hotels.
Reconfirmation of departure dates and timings.
Follow up in house departure dates on check in.
Checking with FOM in the morning regarding late check
outs and extensions and implanting the same through
Front Desk Guest, Relations.
RECEPTION
It plays an important role in the front office setup. This is the first section
where the guest comes in contact with a hotel employee. It is located in the
Front Office and it deals with functions, the main one being checking in or
alloting rooms for individuals or groups.
When the guest arrives at the hotel, he first approaches
the reception counter to give in his name if he has a
reservation, If the guest has booked a room in advance then a
reservation card with all the details are printed and kept ready.
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computer. Hence manual labor is saved on as the guests check
in and are billed directly through the computer as the entire
hotel operations runs on computer.
ROOMING LIST
It is through this list that the rooms are allotted and the guest
baggages are identified.
39
Ascertain room requirements & cross check with the
movement list.
Hand over the guest registration Card along with an open
to the guest.
Select a vacant clean (VC) room keeping in min-guest
choice if any room is free for the entire duration of stay.
Take out the appropriate key from the box and prepare the
key card.
Ensure that all the details on the G.R.C. are filled in
properly.
connection released.
DEPARTURE FUNCTIONS :
1. When the guest settles their bills the registration card and
the keys are given to the reception.
2. Keys are kept back in place.
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3. An entry is made in the departure intimation sheet for
departments like
House keeping.
Room Service.
Telephone & telex.
4. Inform the housekeeping over the telephone so that the
concerned housekeeper can attend to the departure room.
5. Make entry into the departure register.
6. Write down the date of departure behind the Registration
cards aside.
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ROOM CHANGE : In case of room change, a change slip is
filled in. Four copies are prepared. They are for the following
departments :-
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EXPECTING A CALL/MESSAGE SLIP
Expecting a Call slip is filled up by the guest or by the receptionist. If the guest
is expecting a call but he is not there in his room but some where in the hotel
only.
43
RESERVATION CARD :
1. NAME OF GUEST.
3. NATIONALITY
6. PERMANENT ADDRESS
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8. ARRIVED FROM
9. IF EMPLOYED IN INDIA
18. PARTICULARS
CONCIERGE
45
counter but are distinctly separated from each other due to
sign boards.
Guest also demands stamps and they are sold from the
information counter itself, but a general rule adopted at The
Wild Flower Hall is that no stamps are to be sold to outsiders.
So only those staying at the hotel can avail of this facility at the
information desk handling of keys message is also done
whenever needed.
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Here, the hostess can do reservations in restaurants for the
guest. Guidance the tours conducted, plays or movies running
in tour for entertainment etc. If any additional item is required
and if it is not possible for the housekeeper to provide it, the
hospitality department takes over.
CASHIER
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The cashier is adjoining the reception and information counter but is situated at
the corner. It does not face the entrance through the lobby at the Wild Flower
Hall its main function is to maintain guest folios. The posting of charges from
departmental vouchers to guest bills is carried out here. At check out time the
bill/folios are closed by the casher.
The Cashier department is important but equally risky as there is an inflow and
outflow of lot of money everyday.
CASHIER
Primary Function :
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1. Handles all hotel cash transactions of the guest
2. Maintain sales Register, and the guest folio
3. Closes guest bill at the time of check-out
4. Prepares luggage slip for the clearing of guest luggage at
the time of checkout.
5. Deals with foreign exchange regulations.
6. SETTLEMENT OF BILLS
FOREIGN EXCHANGE
SAFE DEPOSIT
The cashier issues safe Deposit Card to the in-house guest who
wishes to deposit their valuables in the Safe Deposit boxes. This
card contains the name of the guest his room. No., address &
finally the box no. allotted to the guest & signature of the guest
as well as the person as the person who deliverys the key.
BILLING INSTRUCTIONS :
Guest can settle their bills directly by cash, credit card, and
traveler's checks. Guest also has the facility of charging bills to
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their company. Bill can be sent to the company provided it is
on the hotels credit list of approved companies.
50
Front Office cash is one of the major areas, in the Front Office
department. It is the last area that the guest comes in contact
with while leaving the hotel. It deals with the settlement of all
the bills of expenses incurred by the guest during the entire
stay in the hotel. These bills include the Telephone Charges,
Room Charges, Restaurant Charges, Mini bar Charges, & other
Miscellaneous Charges.
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On Arrival guest luggage is taken in the trolley with the guest to
the reception and wait to get the check in procedure
completed. Luggage is carried along with the guest to his room.
Guest is explained about the fittings facilities in the room. Bell
Boy errand card(arrival) is taken from reception at the time of
carrying the luggage and then filled in and maintained. Arrival
departure of the guest is notified in the bell captains control
sheet. Scanty baggage guests are marked and the report is
signed from the reception (even in case of regular guests.)
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Maintaining baggage in the luggage room face of cost.
The Bellboys arrival card (arrival) is taken before taking the guest to the
room. So that, the lobby attendant address the guest by name, If the guest is a
regular then the Bell boy escorts him to room and leaves the luggage but incase
of a new guest he is explained about the fitting and the facilities to the guest.
Guests luggage is stored in the luggage room if the guests request so. The Bell
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Boy errand (and arrival) is completed for errand cards date wise for each
month as records.
Luggage Room
The luggage room is next to bell desk and has racks to store
the luggage properly. When a guest requests for his luggage to
be stored in the luggage room a tag is attached to the luggage
and receipt given to the guest with room no., date and running
and type of baggage. A luggage room register is maintained
which is then cancelled when the guest takes back his luggage.
In House report, Room Verification report and Expected Arrivals
Report is received from the computer room and is helpful in
functioning of the bell desk.
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As soon as information about guests requests for departure
received either by telephone or from reception an errand card
(departure) is prepared and the bell boy goes to the floor with
the trolley and brings down the luggage and then takes the
luggage along with the guest to the portico and helps in loading
the luggage in the vehicle. Before taking the luggage to the
portico clearance is taken from the Cashier through the errand
card and this errand card is maintained for records C-form
delivery is also the duty of the lobby attendants.
NATIONAL
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SENIOR BELL CAPTAIN
Primary Function :
BELL CAPTAIN
Primary Function
He is responsible to the Senior Bell captain and works at the Bell captains
desk, in the Lobby controlling activities of Bellboys during the post of his shift.
56
Duties & Responsibilities:
58
RESERVATIONS
Main functions
Maintain correspondence
Telephone : TEL
Letters : LTR
Verbal :
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Major sources of Reservation (business producers
TA/DIR/Inter Hotels)
GUARANTED RESERVATION :
OBSERVATION :
At The Wild Flower Hall SHIMLA , the check-in and check-out
time is 1200 noon. In case of a Guaranteed reservation, we
hold the room till about 2:30-3:00 am the next day, after which
the computer system is given to the systems department for
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night addition and that particular room is shown as a No-Show
in the next days records.
EARLY CHECK IN :
This term means that the guest would check in to the hotel
before the standard check in time of 1200 noon.
CASE I
In case the guest wants to check in after 7:00 am on the day of check in, he may
be allowed that without any extra charge by any member of the front office
team,.
CASE 2
MODES OF RESERVATION
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The different modes through reservation request are made to
the hotel are as follows:
Personally
Letters
Telephone
Telex
Fax
E-Mail
However most of the times the reservations are made either by
Telephone or Fax
Processing a Reservation
a. Check under the Guest History (GHD) if we have any prior information
on the guest.
b. If we do have the above than the folio is created from history (HC). If not
then a fresh Guest folio is called up (CGU), check Company Account
Directory (CAD) # and fill-up Company Account Directory # on folio.
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c. The folio is filled in with all the details available and then created on
computer by pressing control F2 after doing the needful.
d. From this point onwards the guests reservations is in a PREREG status
till the time the guest checks-in when the status is changed to REG.
e. Then create the BT screen for billing instructions, if any.
f. Create the TA screen, if the booking is through a T A.
g. The guest folio # is then written on the reservation correspondence and
circled.
h. The correspondence is the filed date-wise for the present month and
month-wise for future months.
Group Reservations
They are done in the same way as for FITs with the following additions :
Request for the rooming list at least a fortnight prior to arrival.
Special meal plans must be decided before check-in.
Billing instructions for breakdown of accounts.
Time of arr/dep must be taken down.
Normally the passport details are submitted at the time of arrival of the group.
Fill in all the details for any one-group member. Do make an entry of the group
folio no. in the relevant blank.
Create the folio by control 2 and then repeat the folio through control 3.
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Change relevant details of the next group members and then update this folio.
Repeat this process to individual folio for all group members are created.
Meal Arrangements
Call up the Meal Arrangement Screen by enters MA fill in the relevant
details and then create through control 2.
Create the Travel Agents details and the Billing Instructions in the same way as
for Fits.
Check the Group Member Directory to ensure all group members are pre-
registered.
If the group has made any deposit make the relevant entries.
Note the group folio # on the correspondence.
The individual folio nos. May be noted alongside the names on the rooming list.
Filling
It is important to create many copies of the correspondence for one group with
many visits. One copy of correspondence can be filed in each date of arrival. A
master file may also be created for large groups with many visits.
Group Cancellations
Group cancellations should be done at least 30 days before the arrival of the
group, otherwise, retention may be charged to the
a. Size of groups
b. Relation between TA and hotel.
c. Inconvenience caused.
d. Loss of revenue.
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CONCLUSION
quickly and have left me craving for much more. I would have to
65
diferent and that every one has something unique to ofer. I
learnt that every job has its nuances and its value and that no
long road ahead full of challenges. But I know that I will be able
always look back at the time spent here with fondness and with
pride.
I cannot but thank all the people who have helped me in several
66