front office operation i, sem ii

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Front Office Operation - I


BBA (H), 1st Year, Semester – II Page 1 By: Sourav Chowdhury

Front Office Operation – 1st Year, Semester – II Unit – I

1. Definition of Hotel "Hote1 is a place where all who conduct themselves properly, and who being able to pay and ready to pay for their entertainment, are received, if there be accommodation for them, and who without any stipulated engagement as to the duration of their, stay or as to the rate of compensation, are while there, supplied at a reasonable cost with their meals, lodging and other services and attention as are necessarily incident to the use as a temporary home."

“Hotel is a place where all who conduct themselves properly, and who being able to pay and ready to pay for their entertainment, are received, if there be accommodation for them, and who without any stipulated engagement as to the duration of their stay or as to the rate of compensation, are while there, supplied at a reasonable cost with their meals, lodging and other services and attention as are necessarily incident to the use as a temporary home”.

By Common Law “A hotel is an Establishment held out by the proprietor as offering food, drink and if so required,

sleeping accommodation, without special contract to any traveller presenting himself who appears able and willing to pay a reasonable sum for the services and facilities provided and who is in a fit state to be received”.

By Hotel Proprietors Act, 1956 “Building that provides lodging, meals, and other services to the traveling public on a commercial

basis”. By Encyclopaedia Britannica

“Hotel or inn is defined as a place where a bonafide traveller can receive food and shelter, provided he is in a position to pay for and is in a fit condition to be received”.

By British law

2. Hotel Organisation Common Law states that A hotel may be called as an establishment where primary business is to provide to the general public lodging facilities and which may also furnish one or more of the various services such as food: beverage, laundry, uniformed services etc. Hence, hotel can also be called as home multiplied by commercial activities. As per the Reader's Digest Dictionary the term 'Hotel' refers to 'a house of entertainment of travelers'. According to the Encyclopaedia Britannica the word 'Hotel' is of ancient origin, but its use in English for a house offering lodging and food for travelers is recent. The Hostlers of London took the name of Inn keeping in 1473. The world Hostler' or 'Ostler' having come to mean an inn servant. The term 'Hotel' was used in England in about 1760. British law as a ―place where a bonafide traveler can receive food and shelter, provided he is in a position to pay for and is in a fit condition to be received‖ defines hotel or inn. In legal terminology a: hotel is an inn and is required under common law to offer to its visitors lodging, food and protection, 10 their baggage. Hotel service is generally based on these three fundamental necessities of life. In addition to these a modem hotel provides its visitors many luxuries of modem urban city living, all under one roof. 1. Inns Public houses in early times in England were called inns. Normally the term 'Inn' was meant for the finer establishments catering to nobilities and clergy: In France these were ca1led 'HOTELLERIES‘. 2. Taverns. The house frequented by common man was known as taverns. The less important establishment in France was called ‗CABARETS‘. 3. Hostel Derived from the word' Host' and was used very late. The head of the hostel was called" 'HOSTELER' in French, while in England he was called 'Inn-Keeper'. History Of Hotels And Accommodation Industry And Their Development Early history of accommodation for travelers can be traced back to the Greek word 'Xenia', which not only meant hospitality but also the protection given to a traveler from discomforts. The city was bound to offer hospitality. In Sparta city, although due to rigorous customs visitors were not encouraged, yet goddess Athena



was considered as protector of strangers and hence her name was 'Xenia Athena'. In this period travelers were mainly diplomats, philosophers; intellectuals arid researchers. Guests were invited to stay with noblemen. In ancient Olympia, buildings constructed with the aim to accommodate strangers can be seen. They were called 'Leonidio' and were, built in 4th century B.C. The concept of hospitality can also be drawn back to ancient times. Homer finds mention of it in Iliad‘ and The Odyssey‘. Hotel keeping can also be traced back to many centuries and its evolution through the, ages has been brought about by Britain‘s economical and industrial changes and developments. During the seventh and eighth centuries, it was thee monasteries that applied hospitality to strangers and, as no charge was made for the accommodation, a travelers were expected to contribute according to their means to the Abeey funds. As more people began to travel they grouped themselves together not only for company but for mutual protection from highway and robbers. Consequently travelers arrived in groups at a monastery and it was often difficult to accommodate them all. To overcome this, separate lodging houses, called 'Inns' (a Saxon word) were built. The word 'inn' came to mean a 'Lodging House' and until the passing of the Hotel proprietors Act in 1956, it was the legal term for 'Hotel' and hotel proprietors were legally referred to as 'Common innkeepers'. 'Common' in this sense referred to Common Law. In the thirteenth and fourteenth centuries, manor houses, being hospitable 'places; willingly gave accommodation to travelers. As no payment was expected, travelers tipped the servants as a 'thank you' for the generous hospitality received-thus the practice of tipping was born. When high taxes crippled the generosity and hospitality of the owners of the manor houses, many became commercial inns. During Elizabeth the First's reign, posting houses were established and travelers, in addition to getting refreshment were able to change horses before continuing their journey. The turn of the century saw an era that was called the 'Belle Epoch‘ when the grand and luxurious hotels flourished. A few hotels are still operating today. In London and some other cites attempts have been made to recapture some of the grandeur of the past era in the making of modem hotels, and bring back the memories the grand hotels of olden days. The next stage in the cycle of evolution of the hotel industry was the coming of the motorcar. It enabled people to visit those parts of the country not reached by railways. This gave birth to inland resorts and the hotel Industry began to flourish. International air, travel has helped create the modem 'stop-over' hotel. With the increase in this form of travel, the number of hotels built close to airports has multiplied. Another trend in hotel keeping is the motel, which is the twentieth-century version of the old 'Coach Inn'. People traveling the country by car, stopping overnight here and there, require not only refreshment for themselves, but also safe parking for their cars. Post Houses, developed by the Trust House Forte Group are in fact the modern version of the old coaching inns.

3. Types of Hotel International Hotels There are modem western style hotels in all large cities as well as important tourist centers. These have been classified on the internationally accepted star ranging from 5 star to 1 star hotels. These are the hotels of international repute having more than 200 rooms with their counter parts in all the large cities. These establishments provide accommodations, restaurant facilities, grillrooms, banqueting suites and bars as an integral part of their businesses. There normal activities are often 'supplemented by shops 'of diverse kinds, garages, laundry and similar services. Also, in many instances, residential, furnished and unfurnished flats equally belong to the over all operating company. For example, in India Oberoi Hotel have some luxurious 2 or 3 bedroom apartments or a contemporary 4 bed room cottages. It provides swimming pool and landscaped lawns. National Hotel Companies Some countries have national hotel companies, which operate hotels at home and abroad, such as, the Taj and Oberoi hotel groups. These are both Indian companies which are well known outside India. Small Hotel Groups Not all groups of hotels are large or widely dispersed. Some companies own a group, which may consist of no more than four to five hotels, and they may be confined to a particular area such as the beach resorts. Independent Hotels



These are hotels which" are privately owned or independent of any company. Many guests enjoy staying at an establishment of this type because of the individuality of the operation. Hotel Consortium Independently owned hotels form a liaison which provides them with the advantages of shared advertising costs, bulk purchasing and referral of bookings. The guest has the advantage of knowing each hotel in the consortium will be of similar standard and price. Best Western Hotels is an example of! Worldwide network of independently owned hotels. Development in the field of transportation, communication and increase in population had effect on the growth, type and location of hotels and supplementary accommodation. To day we find many hotels and catering establishments of varied character, size and nature opera-ting in different cities and tourist centers. The classification of these hotels and supplementary units with in the industry is a complicated task. Hotels are of various types depending on number of factors like the nature and facilities offered, size, location etc. Classification in the real sense separates accommodation into different categories or class on the basis of objective criteria, for example, by the" type of accommodation, such as hotels, motels, tourist lodges, holiday camps etc. It seeks to present information about tourist accommodation units in a form, which enable the user to find information he requires. Information thus obtained will help to compare like with like. Classification thus, separates accommodation according to physical features. Classification Of The Hotel And Catering Industry The first comprehensive standard industrial classification (SIC) for the United Kingdom was issued in 1948. The classification was revised in 1958, in 1968, and in 1980. All the revision have been grouped by an interdepartmental committee representing the main government department collecting and using the statistics. The 1980 SIC groups economic activities into nine divisions each of which is then subdivided into classes, which in turn be sub divided into groups and finally into activities. As per standard industrial classification, 1980 gives hotel and catering a very broad scope as shown in Figure: Yet even here parts of employees and welfare catering are omitted. Classification of the hotel and catering industry

Eating places supplying food for consumption on the premises Take away food shops Public houses and bars Night clubs and licensed clubs Canteens and messes Hotel trade Other tourist or short stay accommodation

In a system of classification hotels are ideally grouped into reasonably homogenous sections according to their important general characteristics. Any classification of the industry into its component sections is bound to be rough one as has been observed that hotels and catering services are in joint demand, therefore, an attempt is made here to create such groups of undertakings which only share some common characteristics. Hotel is an establishment selling service-food, drink and shelter. The value and the potentiality of a hotel is assessed by the size, location, the number of rooms and other revenues earning points it possesses. The classification of hotels with in the industry is a complicated task. Hotel can be classified on different basis. Followings are some of the basis of classification: According to type of plan (Tariff pattern)

• American Plan (AP) • European Plan (EP) • Continental Plan (CP) • Modified American Plan (MAP) • Bermuda Plan

According to the size It can be indicated either by rooms as is done in America or by the number of beds as is done in Europe.

• Small hotels: 25 rooms or less • Average hotels: 25 rooms to 90 rooms • Above average hotels: 80 rooms to 250 rooms • Large hotels: 250 rooms and above

According type of patronage • Hotels catering to women only • Hotels catering to families only



• Hotels catering to commercial men only • Hotels catering to high society or affluent category only 0 Hotels catering to retired people only • Hotels catering to students only

According to visitors stop-over • Transient hotels • Semi-transient hotels • Residential hotels

According to the length of operating period • Seasonal hotels • Two-seasonal hotels • Entire year hotels

According to their location • Resort hotels. • Suburbs hotels • Airport hotels • Sea side hotel or Beach hotels 0 Coastal hotels • Transient hotels • Country hotels • Floating Hotels. • City hotels • Highway hotels. • Town center hotels • Space resorts • Hill or Mountain hotels 0 Boatels • Hotels

According to the purpose • International hotels • Commercial hotels. • Hostels • Business hotels • Holiday hotels • Transient hotels • Resort hotels • Motels • Inns • Clubs • Convention hotels

According to the degree of comfort (Amenities and facilities) • One star hotels • Two star hotels • Three star hotels • Four star hotels • Five star Deluxe hotels

According to its relationship with transport • Motels • Motor hotels • Railway hotels • Airport hotels • Floating hotels

According to facilities and amenities • Luxury • Quality (falling short of luxury) • Standard (Economy) • Basic.

According to ownership and management • Independent hotels (hotel consortium / cooperation) • Chain/ group hotels (public owned / franchise)



• Private hotels. Details of Some Categories Residential hotels These hotels can be described as an apartment house with hotel service and for this reason are often referred to as apartment hotels. The rooms are sold on yearly or monthly leases, furnished or unfurnished, single or 'as suite'. Nearly all hotels in this category operate restaurant and render telephone, laundry and valet service. Rents are usually collected monthly in advance which charges are billed weekly. These hotels are mostly situated in big cities and operate almost exclusively under the European plan. A purely residential hotel is not a hotel in the legal sense of the word since its tenants are not transients. Its methods of operation are quite similar to those of residential hotels. They serve a few rooms for visiting friends of their tenants, and most of them are glad to accommodate other transients in order to fill rooms that may be vacant. Example of such hotels is Oberoi Apartments, Qutab Hotel, and Oberoi Maiden etc. These are the largest group of all. They meet great need that of the resident. An endless mixture of varied sizes of residential establishments exists ranging from a few exclusive hotels to boarding houses of all kinds. Many of the quieter residential towns, large cities abound with these establishments. This group can be classified by the wealth of their patrons. The guests are drawn from different walk of life, people of independent means, from retired folk living on investments or pensions and from-men women wage earners. The residential hotel is the development of USA, evolving after people discovered that permanent living in hotels offer many advantages. A residential hotel usually apartment building with the service of a hotel, maid and linen services, dining room and room services with board and possibly a cocktail lounge. Some are luxurious, and offer full suites, whereas others are moderate and feature single rooms. Although they are few in numbers, they usually let a room for a long period of time. In some of the cases their terms are weekly. They have fixed hours for breakfast lunch tea, dinner etc. These hotels are generally in the hands of private operators. Services and amenities provided are comparable to that of average well regulated home. The food is more or like a home style. As the residents are having fixed income, therefore it arises a number of economic problem for the owner. The revenue of residential are more or less fixed where as the operating cost is increasing day by day. There are some advantages. The rent from room is fixed although most of the times these people are away from their rooms and secondly they are much less troublesome than any other residential. These types of hotels are the product individualistic family system. These hotels are found in USA. Terms are weekly. The turnover of residential is very slow, especially in good houses, although the more enterprising of residential housekeepers frequently set rooms aside for regular short stay visitors. The general standard of comforts of establishment can be described as adequate and resembles that of the average well regulated home. There are set hours to rise, to breakfast, lunch, and dinner. Though public rooms are provided the guest spends much of their time in their bed sitting studio type rooms. These hotels are usually privately owned owner operated. The staffs consist of one or more waitresses or waiters, cook, kitchen and floor maid etc. The food is more home style. The economics of residential establishment has its problems. The average owner-operated house is purchased as an investment. If the terms are moderate and comforts are good, there should be few vacant rooms. But the question of terms, in an area of high operation costs, raises its difficulties where one considers the residents, whether retired or working, rely for the most part on fixed earned or invested incomes. The earnings or revenue of residential seldom increases but the operators' costs are never static. Operation with assured weekly rentals coming in must pre-budget their costs and set a side their profits to a good degree of exactitude. In short, scientific ap-proaches should be applied. Professional people and similar salaried wage earners are always sought after. They are only in for meals, are out of their rooms and off the premises most of the day and their rentals is guaranteed. Further more it is found that the working guest is usually much less trouble some than many of other types of residents. The practice of letting rooms unfurnished as well as furnished, deserves much consideration. Many people have their own furniture and like to have it around them and this has its advantages. The future of the residential establishments relies upon the service flat Service flats range from great block to smaller houses letting out one room letting out one room flat lets. The block of flats has its own restaurant, catering for residents and chance customers alike, and operates a room catering service. Experience has shown, that with this type of restaurant unless there is a possibility of strong and regular chance trade, both luncheon dinner and functional, the venture can prove very precious. Small one room flat both furnished and unfurnished are always good propositions. The latest thought advocates the equipping of small kitchen units comprising cooker, freezer and wash-up for those who find for themselves. Sometimes a room service is available in the form of room trays. The flats are centrally heated and serviced. Apartment houses of this



nature are more reasonable to live in than guest houses, offering a fuller and more personal service. Residential premises equipped to be operated in the self-help idiom with a much labour-saving equipment as possible and the entire outfit designed to warrant the minimum of maintenance is the answer to high costs will become the guest house of the future for people of limited means. Classification of Hotels stay is longer than a week. at the end of the seven day. Semi-residential hotels These hotels offer its rooms at weekly or monthly rate or daily rate. The rates arc reduced for prolonged occupancy. They also attract permanent tenants who do not wish to be bound by lease, as well as many transients who want to take advantage of the reduce rate for longer stay. They also operate under the European plan and are situated in cities. Transient hotels Most of the people are away from homes for a day, week or month on business or for pleasure. A transient hotel is one that caters to the need of the traveling public while they are away from home. This type of the hotel is the direct descendent of the old inn, operated primarily to accommodate the traveler. It distinguishing character is that it sells its room including board if operating under the American plan, without previous agreement with the guest as to the length of his stay. Its rate is fixed on the per day basis. These hotels situated in large cities are operated almost exclusively under the European plan. In smaller sites some use the American plan. It is the usual custom of transient hotel to render a bill for all service at the time of the guest's departure, or if his stay is longer than a week, at the end of the seven day. Commercial hotels Commercial hotels direct its appeal primarily to the individual traveler for business reasons, although some do have permanent guests. This hotel depends mainly on executives and on the individual traveling for pleasure. Thus these hotels mainly cater for the commercial traveler and they are not found in all the larger provincial towns. As the hotel caters primarily to business people, it is generally convenient to establish these hotels near to office buildings, restaurant and entertainment outlets. All firms with connexions upon a nation wide scale send out their representatives on the road. Some 'reps', hi1ly an area to cover, others range the whole country, some travel with a display of goods, other travel light all have travel and lodging allowances. Commercial travelers, with their set and often-limited expenses require in expensive accommodation. But being for the most men from good homes, they require a certain standard of comfort. These businessmen like company and enjoy getting together with their fellow travelers. For these reasons there are commercial hotels catering for their needs. The commercial requires good, plain, home-style food, a comfortable bed, clean surroundings and a place where they may read or write in peace. Stock rooms, let at a rental for displays, are usually available at these hotels. Facilities typically include small meeting and conference room, a medium sized restaurant and lounge and a swimming pool. Since occupancy at there hotels usually declines on weekends, many hotels have installed elaborate recreational amenities, health club, tennis court, all-year-round swimming pools. Commercial hotels are normally owner run and a successful business depends upon their operating on a friendly and comfortable use. A good name is a sound asset with the 'knights of the road', who, amongst their community will recommend the good and warn against the not so good house. Success again depends upon the building of a consistent and regular business. The commercial is certainly a regular caller and will always patronize and remain faithful to a house where he is known and where a warm and comfortable welcome is guaranteed. The number of rooms in these hotels varies around the fifteen mark. The average guest stay is of short duration, though some have a wide area to cover and make the hotel their headquarters. Meals are served at fixed hours, the principal ones being breakfast and dinner, luncheons not always being required. The terms are on a bed and breakfast rate with additional charges for all other meals. As many of the guests come by road there should always be nearly parking and garage facilities. Conventions are also another important source of business in many larger transient hotels. Conventions, sale meeting and exhibits not only attract many people to help fill the hotel rooms, but also utilize the hotels group business facilities-meeting room, exhibit areas and private dinning rooms, thus generating a additional revenue from the rentals of these spaces and the sale of food and beverage to these groups. In some of the big industrial towns largely fully licensed commercial hotels exist complete with grill room, functional accommodation and garage, It must be emphasized that the commercial hotel is not and should never be taken for a poor type of 'lodging house. Neither should a bad concept be formed of the traveler. The modern commercial is an important businessman, a representative carefully selected by his firm. Marked attention is paid by the sales director to engage the right type-a man of education and integrity, because its representative knows a firm and obviously he must be carefully selected.



Hoteliers who make a specialization of catering for the commercial traveler not only find a regular and remunerative business, but a pleasant task as well. The commercial is invariably loyal and appreciative, easy to get on with not a lot of trouble and regular in his patronage. Airport hotels 'The location of airport at a long distance from city, the growth of the airline industry, the increase in air traffic and the postponement or cancellation of flights, has made the airlines companies responsible to take care of hundreds of passengers and built the hotels near the airports. The glaring example of such hotels is the Centaur Hotel at Delhi and Bombay owned by Hotel Corporation of India, a, subsidiary of Air India. Similarly there is an Airport Hotel at Calcutta owned by the ITDC. These hotels get business from other travelers who require a place to rest while waiting for connecting flights. Many travelers prefer to arrive at the airport the night before and get a good night rest at these airport hotels. In addition to room, restaurant facilities, coffee shop and main dinning room, most hotels have added banquet and meeting rooms to attract the social functions and meetings from companies located nearby, in order to run their business profitably. In most of the big cities these hotels are favorite location for area meetings, as it result in saving in taxi fares and times. Grading separates tourist accommodation into different categories or grades on the basis of subjective judgment or of a combination of these and objective judgments such as standard of amenities and services. The tourist need to know the availabilities of accommodation which meets his requirements as to type, price, amenities facilities and other criteria. A grading system provides qualitative judgment on the amenities and facilities of a particular accommodation unit. It enables the user to choose the quality of accommodation he is in need of. The physical facilities, food and other services of the establishment are graded individually or collectively. One Star Category Hotels The general construction of the building of one star category hotels should be good and the locality and environs including immediate approach should be suitable. The hotel should have at least 10 lettable bedrooms of which at least 25% should have attached bathroom with a bathroom for every 4 of the remaining rooms. At least 25% of the bathrooms should have western style WCs. All bathrooms should have modern sanitation and running cold water with adequate supply of hot water, soap and toilet paper. The rooms should be properly ventilated and should have clean and comfortable beds and furniture. There should be a reception counter with a telephone and a telephone for the use of guests and visitors. There should be a clean and moderately well equipped dining room/restaurant serving clean wholesome food, and there should be a clean, well-equipped kitchen and pantry. There should be experienced, courteous and efficient staff in smart and clean uniforms and the senior staff coming in contact with guests should possess a. working knowledge of English Housekeeping at the hotel should be of a good standard and clean and good quality linen, blankets" towels etc. should be supplied. Similarly crockery, cutlery and glassware should be of good quality. Two Star Category Hotels The building of two star category hotel should be well constructed and the locality and environs including the approach should be suitable for a good hotel. The hotel should have at least 10 lettable bed room of which at least 75% should have attached bath rooms with showers and a bath room for every four of the remaining rooms and should be with modern sanitation and running cold water with an adequate supply of hot water, soap and toilet paper. 25% of the rooms should be air-conditioned (except in hill stations where there should be heating arrangements in all the rooms ),and all rooms must be properly ventilated, clean and comfortable, with all the necessary items of furniture. There should be a well-furnished lounge. There should be a reception counter with a telephone. There should be a telephone or call ball in each room and there should be a telephone on each floor unless each room has a separate telephone. There should be a well-maintained and well-equipped dining room I restaurant serving good clean wholesome food, and a clean, hygienic and well-equipped kitchen and pantry. There should be experienced, courteous and efficient staff in smart and clean uniforms. The supervisory staff coming in contact with guests should understand English. There should be provision for laundry and dry cleaning services. Housekeeping at the hotel should be of a good standard and clean and good quality linen, blankets, towels etc. should be provided. Similarly crockery, cutlery and glassware should be of a good quality. Three Star Category Hotels The architectural features and general construction of the building of three star category hotels should be of a very good standard and the locality including the immediate approach and environs should be suitable for a very good hotel and there should be adequate parking facilities for cars. The hotel should have at least 20



lettable bed rooms, all with attached bath room with bath tubs and/or showers and should be modem in design and equipped with fittings of a good standard, with hot and cold running water. At least 50 per cent of the rooms should be air-conditioned (except in hill stations where there should be heating arrangements in all the bed rooms, dining rooms, restaurant and lounge) and the furniture and furnishings such as carpets, curtains etc., should be of a very good standard and design. There should be adequate number of lifts in buildings with more than two stories including the ground floor. There should be a well appointed lounge and separate ladies 'and gentlemen's cloak rooms equipped with fittings of a good standard. There should be a reception and information counter attended by qualified and experienced staff, and a bookstal1, recognized Travel agency, money changing and safe deposit facilities 01} the premises. There should be a telephone in each room (except in seasonal hotels where there should be a call bell in each room and a telephone on each floor for the use of hotel guests) and a telephone for the use of guests and visitors to the hotel. There should be a well equipped and well maintained air-conditioned dining room I restaurant and wherever permissible by law there should be a bar permit room. The kitchen, pantry and cold storage should be clean and organized for orderliness and efficiency. The hotel should offer good quality cuisine Indian as well as continental and the food and beverage service should be of a good standard. There should be qualified, trained, experienced, efficient and courteous staff in the smart and clean uniforms and the supervisory staff coming in contact with the guests should understand English and the Senior staff should possess a good knowledge of English. There should be provision for laundry and dry cleaning service. Housekeeping at the hotel should be of a very good standard and there should be adequate supply of linen, blankets, towels etc. of good quality. Similarly, cutlery, crockery, glassware should be of good quality. Each bedroom should be provided with a vacuum jug /thermos flask with cold, boiled drinking water. The hotel should provide orchestra and ball room facilities and should attempt to present specially choreographed Indian cabaret. Four Star Category Hotels The facade, architectural feature and general construction of the building of four-star category hotel should be distinctive and the locality including the immediate approach and the environs should be suitable for a hotel of this category. There should be adequate parking facilities for cars. The hotel should have at least 25 lettable bedrooms, all with attached bathrooms. At least 50% of the bathrooms must have long baths or the most modern shower chambers, with 24 hours service of hot and cold running water. All public rooms and private rooms should be fully air-conditioned (except in hill stations where there should. be heating arrangements) and should be well furnished with carpets, curtains, furniture, fittings, etc. in good taste. It would be advisable to employ the services of professionally qualified and experienced interior designers of repute for this purpose. There should be an adequate number of efficient lifts in buildings of more than 2 storeys including the ground floor. There should be a well-appointed lobby and ladies' and gentleman‘s cloaks room equipped with fittings of a standard befitting a hotel of this category. There should be a reception, cash and information counter attended by trained and experienced personnel. There should be a special room for conference/banquet purposes. There should a bookstall, recognized travel agency, money changing and safe deposit facilities and a left luggage room on the premises. There should be a telephone in each room and telephone for the use of guests and visitors and provisions for a radio or relayed music in each room. There should be well equipped, welt furnished and well maintained dining rooms/restaurants on the premises, and wherever permissible 'by law, there should be an elegant, well-equipped bar/permit room. The kitchen pantry and cold storage' should be professionally designed to ensure efficiency of operation and should be well equipped. The hotel should offer both international and Indian cuisine and the food and beverage service should be of the highest standards. There should be professionally qualified, highly trained, experienced, efficient and courteous staff in smart, clean uniforms, and the staff coming in contact with guests should understand English. The supervisory and senior staff should possess a good knowledge of English. It will be desirable for some of the staff to have a knowledge of foreign languages and staff knowing at least one continental language should be rotated on duty at all times. There should be 24 hours service for reception information and Telephones. There should be provision for reliable laundry and dry cleaning services. Housekeeping at the hotel should be of the highest possible standard and there should be a plentiful supply of linen, blankets, towels etc. that should be of the highest quality available. Similarly, the crockery, cutlery and glassware should be provided with a vacuum jug / thermos flask with ice cold, boiled drinking water except where centrally chilled purified drinking water is provided. There should be special restaurant/dining room where facilities for dancing and an orchestra are provided. Five Star Category Hotels and Five Star Deluxe Hotels The facade, architectural features and general construction of the building of five star and five star deluxe hotels should have the distinctive qualities of a luxury hotel of this category. Five star deluxe category hotels



are a qualitative extension of the five star categories, while quantitatively, the basic features are as of a five star category. In a five star deluxe hotel, the comparative all around standard of service and amenities are of very superior quality and high standard. The locality including the immediate approach and environs should be suitable for a luxury hotel this category, and there should be adequate parking space for cars. The hotel should have at least 25 lettable bedrooms, all with well appointed, attached bathrooms with long baths or the most modern shower chambers, with 24 hours service of hot and cold running water. All public rooms and private rooms should be fully air-conditioned (except in hill stations where there should be heating arrangements) and should be well appointed with superior quality carpets, curtains, furniture, fittings, etc. in good taste. It would be advisable to employ the services of professionally and experienced interior designers of repute for this purpose. There should be an adequate number of efficient lifts in building of more than 2 storeys including the ground floor, with 24 hours service. There should be a well-designed and properly equipped swimming pool (except in hill stations). There should be a well-appointed lobby and ladies and gentleman cloakrooms equipped with fittings and furniture of highest standard. There should be a reception, cash and information counter attended by highly qualified, trained and experienced personnel, and conference facilities in the form of one each or more of conference rooms /banquet halls and private dining rooms. There should be a bookstall, beauty parlor, barber shop, recognized travel agency, money changing and safe deposit facilities, left luggage room, florist and a shop for toilet requisites and medicines on the premises. There should be a telephone in each room and telephone for the use of guests and visitors and provision for a radio or relayed music in each' room. There should be a well equipped, well furnished and well maintained dining room/ restaurant on the premises; and wherever permissible by law there should be an elegant, well equipped bar/permit room. The kitchen pantry and cold storage should be professionally designed to ensure efficiency of operation and should be well equipped. The hotel should offer both international and Indian cuisine and the food and beverage service should be of the highest standards. There should be professionally qualified highly trained experienced, efficient and courteous staff in smart, clean uniforms, and the staff coming in contact with guests should understand English. The supervisory and senior staff should possess a good knowledge of English. It will be desirable for some of the staff to have knowledge of foreign languages and staff knowing at least one continental language should be rotated on duty at all times. There should be 24 hours service for reception, information and telephones. There should be provision for reliable laundry and dry-cleaning services. Housekeeping at the hotel should be of the highest possible standard and there should be a plentiful supply of all lines, blankets, towels, etc. which should be of the highest quality available. Similarly, the crockery, cutlery and glassware should be of the best quality available. Each bedroom should be provided with a vacuum jug/thermos flask with ice cold, boiled 1.rinking water except where centrally chilled purified drinking water is and an orchestra are provided. TYPES OF OWNER SHIP Sole proprietorship

A sole proprietorship, or simply proprietorship is a type of business entity which legally has no separate existence from its owner. Hence, the limitations of liability enjoyed by a corporation and limited liability partnerships do not apply to sole proprietors. All debts of the business are debts of the owner. The person who sets up the company has sole responsibility for the company's debts. It is a "sole" proprietorship in the sense that the owner has no partners. A sole proprietorship essentially refers to a natural person (individual) doing business in his or her own name and in which there is only one owner. A sole proprietorship is not a corporation; it does not pay corporate taxes, but rather the person who organized the business pays personal income taxes on the profits made, making accounting much simpler. A sole proprietorship does not have to be concerned with double taxation, as a corporate entity would have to. A sole proprietor may do business with a trade name other than his or her legal name. In some jurisdictions, for example the United States, the sole proprietor is required to register the trade name or "Doing Business As" with a government agency. This also allows the proprietor to open a business account with banking institutions. Disadvantages A business organized as a sole trader will likely have a hard time raising capital since shares of the business cannot be sold, and there is a smaller sense of legitimacy relative to a business organized as a corporation or limited liability company. It can also sometimes be more difficult to raise bank finance, as sole proprietorships cannot grant a floating charge which in many jurisdictions is required for bank financing. Hiring employees may also be difficult. This form of business will have unlimited liability, so that if the business is sued, the proprietor is personally liable. The life span of the business is also uncertain. As soon as



the owner decides not to have the business anymore, or the owner dies, the business ceases to exist. The business owner must also be well rounded, as he or she will take charge of all aspects of business. In countries without universal health care, such as the United States, a sole proprietor is also responsible for his or her own health insurance, and may find difficulty finding any if one of the family members to be covered has a previous health issue. Another disadvantage of a sole proprietorship is that as a business becomes successful, the risks accompanying the business tend to grow. To minimize those risks, a sole proprietor has the option of forming a corporation. In the United States, a sole proprietor could also form a limited liability company, or LLC, which would give the protection of limited liability but would still be treated as a sole proprietorship for income tax purposes. A sole proprietership hotel is also known as unit property which are generally smaller. Eg Goldfinch hotel Bangalore Partnership

A partnership is a type of business entity in which partners (owners) share with each other the profits or losses of the business undertaking in which all have invested. Partnerships are often favored over corporations for taxation purposes, as the partnership structure does not generally incur a tax on profits before it is distributed to the partners (i.e. there is no dividend tax levied). However, depending on the partnership structure and the jurisdiction in which it operates, owners of a partnership may be exposed to greater personal liability than they would as shareholders of a corporation. Companies

Generally, a company is a form of business organization. The precise definition varies. In the United States, a company is a corporation—or, less commonly, an association, partnership, or union—that carries on an industrial enterprise." Generally, a company may be a "corporation, partnership, association, joint-stock company, trust, fund, or organized group of persons, whether incorporated or not, and (in an official capacity) any receiver, trustee in bankruptcy, or similar official, or liquidating agent, for any of the foregoing." In English law, and therefore in the Commonwealth realms, a company is a form of body corporate or corporation, generally registered under the Companies Acts or similar legislation. It does not include a partnership or any other unincorporated group of persons. Eg Taj group of hotels owned by Indian hotel company limited

4. Types of Rooms 1. Single Room: A room that has one single bed and which is meant for a single person. Size of the bed is 36 inches by 75 inches 2. Double Room: A room that has a double bed and is meant for two people. Size of the bed is 54 inches by 75 inches 3. Twin Room: A room that has two single beds, separate by each other meant for two people. Size of the bed is 36 inches by 75 inches 4. Twin double room: A room that has two double beds separated by each other meant for four people 5. Triad Room: A room that has three single beds separated from each other meant for three people 6. Quad room: A room that has four single beds separated from each other meant for four people

7. Hollywood twin bed room: A room that has two single beds but has a common head board, meant for two people 8. Parlor: A sitting room or resting room attached 9. Studio Room: A parlor set up with one or two studio beds or couches or sofa cum beds. 10. Suite Room: The most luxurious room in a hotel which has two or more bedroom with kitchenette

a. It is the most important room because



b. Size of the room is larger than other rooms

c. More facilities are offered like a compact kitchenette

d. The room has facilities like refrigerator, beverage pantry etc.

e. A particular type of décor or color which would give the suite its name

f. Very elaborate fittings and fixtures g. Most expensive room in the hotel

11. Types of suite are:

a. Single suite/mini suite/junior suite- This is a single room with one living room

b. Double suite – This is double room with a living room c. Duplex suite – This room spreads over two floor with inter connecting staircase

12. A duplex room: Rooms spread over two floors with an interconnecting staircase 13. Inter connecting rooms: Two rooms adjacent to each other having an interconnecting door allowing entry from one room to the other without having to go through the corridor. The interconnecting door can be locked to discontinue its use. These rooms are generally preferred by families

14. Penthouse Suite Or Room: A room situated on the terrace a part of which may be opened to the sky 15. Cabana: A room used for changing or bathing, usually situated next to the pool. It is usually attractive with a small bar attached. It may also be furnished with sofa cum bed 16. Adjacent Room: Room next to each other along the corridor 17. Adjoining Room: Room with common walls but no connecting doors 18. Efficient Room : Room with kitchen facilities usually found in residential hotels,

motels and resort 19. Hospitality Rooms : A room let out to a hotel guest to entertain their own guest it is usually charged on hourly basis 20. Lanai Rooms : A room with a verandah that over looks the gardens, the lawns, the beach

21. Queen Size Bed Room : It has a queen size bed 22. King Size Bed Room: It has a king size bed 23. Serviced Apartment : A room or suite of rooms designed as a residence and generally located in a building occupied by more than one household. These apartments can be a part of the hotel where all the facilities are given by the hotel like housekeeping room service etc. These apartments are generally

taken by long staying guests and families.

5. International & National Chain of Hotels International hotels There are modem western style hotels in all large cities as well as important tourist centers. These have been classified on the internationally accepted star ranging from 5 star to 1 star hotels. These are the hotels of international repute having more than 200 rooms with their counter parts in all the large cities. These establishments provide accommodations, restaurant facilities, grillrooms, banqueting suites and bars as an integral part of their businesses. There normal activities are often 'supplemented by shops 'of diverse kinds, garages, laundry and similar services. Also, in many instances, residential, furnished and unfurnished flats equally belong to the over all operating company. For example, in India Oberoi Hotel have some luxurious 2 or 3 bedroom apartments or a contemporary 4 bed room cottages. It provides swimming pool and landscaped



lawns. Executives, who by the very nature of their responsibilities are the leader of their profession, direct enterprises in the international group. A number of these hotels belong to the luxury class. Their service embraces the finest amenities procurable and a high pitch of comforts prevails throughout and charges are scaled accordingly. A few establishments offer all the amenities of a luxury hotel upon a more commercialized scale and at the popular prices. Hotels in the international grouping are mostly owned 'by public companies and controlled by a Board of Directors. The President/Chairman of the Board is usually a prominent figure of the industry, the secretary, a chartered accountant, and the managing director, a leading personality in the hotel industry. The overall operational responsibility of the company's affairs falls to the managing director. These hotels are generally divided into various departments under a resident/general manager who is, directly responsible to the managing director. The relationship and responsibilities of the departmental heads, general manager and. Managing director should be clearly defined and understood. The general manager manages the hotel through his departmental heads and all immediate operational data are his responsibility. The managing director takes charge of the broad operational and financial policies of the company. Apart from the profitable lettable accommodation-the suites, flat lets, and studio rooms:--a considerable revenue is extracted from catering. There is a restaurant, which opens for luncheons and where also there are tea dances, and evening dinner dances. Good band and international fame cabarret artists are employed. The cliental dances to famous bands and are entertained by well-known cabaret artists. True to tradition the restaurant specializes in entertainment, the grillroom caters for the epicures and the banqueting suites, large and small, handle all the special and functional catering. The new thought in maximum revenue promotion from catering advocates three main regular activities over and above the banqueting business and the room service on the floors a large restaurant for entertainment operating a moderate ―allin" tariff, a popular priced cafe complete with snack-bar and a small, select grillroom, a rendezvous of the gourmet working on a high price allocate service in return for the finest fare that money can purchase. The practice of operating separate kitchens from the restaurant, grill and often functional catering, gives way to one large production unit under an executive 'chef de cusine', This considerable centralization, which includes bringing the whole catering industry under a chief executive, follows the new policies of scientific operating which aims at streamlining production costs, greater economized working and increased efficiency. It is, of course, very dependent upon the actual layout and design, of premises, but quite definitely it is the policy of the future. The potential of the international hotel is limited. There is a need for limited hotels in a particular region. These hotels are opening able in the largest of communities where there are prosperous businessmen. Many small and big Indian hotel groups are operating in various parts of India. Some of them are given below. Apart from India, some international hotel chains such as Sheratan, Hilton, Ramada, Sofitel, Meridien, Hyatt and Mariott are either operating or planning to operate in India on franchise basis. 1. Welcome Group It is the hotel division of ITC Ltd. The logo represents a traditional Indian welcome in the form of Namaste in an open doorway with the slogan “Nobody gives you India like we do." The motto of Welcome Group is "We enjoy people" Welcome Group has hotels in various cities such as Agra, Delhi, Aurangabad, Jaipur, Goa, Gwalior etc. 2. Oberoi Hotels Rai Bahadhur M.S. Oberoi established Oberoi Hotel Pvt. Ltd. in 1946. Many hotels like Oberoi Intercontinental in August 1965 in New Delhi and Oberoi Sheraton in 1973 in Bombay was added. It is now one of the largest and reputed hotel chains of India. 3. Hotel Ambassador It is one of the flagship hotels belonging to Lala Ram Parshad who is considered as one of the pioneers of the Hotel Industry in India (now managed by Taj Hotel in Delhi). 4. U.P. Hotels and Restaurants Ltd Famous as Clarke's Group of Hotels, it was established on 13th February, 1961. It started with its flagship hotel Clarke Shiraz Agra. Later hotels – Clarke’s Awadh, Clarke’s Amer, and Clarke’s Varanasi at Lucknow, Jaipur and Varanasi, respectively, were added to this chain. 5. Ritz Chain A chain belonging to R.N. Kapoor family with hotels at Mumbai, Hyderabad, Kolkata and



Coonoor (in South India). Specialized in Italian cuisine. 6. Spencers Started hotel business in 1912 in Calcutta. Purchased Connimera Hotel in Madras and opened West End in Bangalore, Malabar at Cochin and Trivandrum, Blue Mountains at Kotagiri in 1942 and Savoy in Ooty in 1943. Vegetarian hotels in Madras (Geetha, Ashoka and Ajanta) and Hotel Arakua in Bangalore. 7. Sinclairs A chain of hotel operating in eastern part of the country with hotels at Darjeeling and Takadah. 8. Hotel Corporation of India (HCI) A corporation set up in 1971. It started with its first hotel at Bombay in 1974. Later hotels in Delhi, Srinagar, Rajgir etc. were added to this group. 9. Leela Group It has hotels at Mumbai, Goa, Bangaluru, Delhi etc. 10. Asian Hotels: The group has tied up with Hyatt chain and has two hotels in Delhi. It plans to have property in Jaipur and Agra. 11. Apeejay Surendra Group It started with its first hotel Park Calcutta in 1967. Later a large hotel was added in Delhi, and Resort hotel at Visakhapatnam was added to the group. 12. J.P. Hotels The group has hotels in Delhi, Agra and Mussoorie. 13. Palaces Converted into Hotels

i) Maharaja Hari Singh Palace was the first to be converted into Oberoi Hotel. ii) Maharaja of Jaipur converted his palace Ram Bag to Hotel iii) Maharaja of Udaipur was third in line (Taj) Lake Palace in Pichola Lake. iv) Later Jodhpur Palace (Oberoi), Jaisalmer Palace and Bikaner Palace were also converted into hotels. v) Lakshmi Vilas Palace of Jaipur (of Majaraja Bhupal Singh). Ushakiran Palace of Gwalior. vi) Hotel Jai Mahal Palace, Jal Mahal and Raj Mahal Palace in Jaipur are also converted or being converted to hotels. vii) Chamundi Hill Palace has also been converted to a hotel. viii) Lalitha Mahal Palace of Mysore is a tourist hotel. Halcyon Castle of Travancore Maharaja is also converted into a hotel.



Front Office Operation – 1st Year, Semester – II Unit – II

1. Introduction to Front Office

Front office is also known as the face of the hotel. It is the first guest contact area and also the nerve center of the hotel. All the activities and areas of the front office are geared towards supporting guest transaction and services Front Office Operation: • The major functions that is performed as a part of the Rooms Division Department are: Reservation, registration, room & rate

assignment Fulfills guest services and updates room

status Maintains & settles guest accounts Creates guest history records Develops & maintains a comprehensive

database of guest information Coordinates Guest Services

• The sole priority of the Rooms Division Department is ensuring Guest Satisfaction, which happens when, guest expectations match what the hotel provides. • In order to achieve Guest Satisfaction, front office department should prepare:

a) Careful designed front office organization chart b) Comprehensive goals, strategies and tactics c) Planned work shifts d) Well designed job descriptions e) Well designed job specifications

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 below Pre-Arrival ⇒ Arrival ⇒ Occupancy ⇒ Departure Each stage of the guest cycle is associated guest service, and guest accounting activity. 1. Guest services: Reservation ⇒ Registration ⇒ Occupancy services ⇒ Check-out and history 2. Guest Accounting: Establishment of credits ⇒ Posting charges ⇒ Night auditing ⇒Settlement of accounts Below is a description of the activities undertaken at each stage of the guest cycle:

1. Pre-arrival: • At the pre-arrival stage, the hotel must create for every potential guest a reservation Record.

Doing this initiates the hotel guest cycle. Moreover, reservation records help personalize guest services and appropriately schedule needed staff and facilities

• The reservation department should, then, complete all the pre-registration activities and prepare guest folios (applicable only for automated systems). Doing so will eventually maximize room sales by accurately monitoring room availability and forecasting room revenues

2. Arrival: • At the arrival stage, registration and rooming functions takes place and the hotel establishes a

business relation-ship with the guest. • The check-in clerk should determine the guest‘s reservation status (i.e. pre-registered guests

versus walk-ins). Later, he/she shall prepare a registration record or make the guest sign the already-printed pre-registration record (under some of the semi-automated and all fully automated systems).



• The registration records shall include the following personal and financial details: a) Personal information: Name and Surname of the guest along with billing address, telephone number, and any other

coordinates Passport number, birth certificate, and/or driving license number (whatever applicable) Any special needs or requests Guest Signature

b) Financial information: Date of arrival Expected date of departure or length of stay depending on how the system in the hotel is designed Assigned room number Assigned room rate Guest's intended mode of payment Credit card details

Registration records can be used for various purposes: a) Satisfy guest needs b) Forecast room occupancies c) Settle properly guest accounts d) Establish guest history records at check-out [personal & financial information] e) Assign a room type and a room rate for each guest f) Determine long-run availability [i.e. reservation information] versus short-run availability [i.e. room status] g) Satisfy special categories of guests such as disabled people through barrier-free designs

3. Occupancy: • At the occupancy stage, the front office department shall coordinate guest services in a timely and accurate manner. Moreover, front office staff encourage repeat guests by paying a great attention to guest complaints. This is ensured by placing complaint and/or suggestion cards in every public place and revenue centers in the hotel. Moreover, the hotel shall, at least on a daily basis, collect comment cards, proceed with their analysis, and provide positive feedback to guest as soon as possible. • In addition, effective procedures are designed in order to protect the funds and valuables of guests. This might be ensured through guest key control, property surveillance, safe deposit boxes, and well-designed emergency panels andexits. Guest Cycle under Three Different Systems: Non-automated [manual] systems: This very system is the one characterized by the sole usage

of hands. In fact, all formats, procedures, and different kinds of calculations are done manually. Semi-automated [Electro-mechanical] systems: This system gets use of some Electro-

mechanical equipment. In fact, under the semi-automated system, each department might have its own computer system under which it handles all its operations.

Fully automated [computer based] systems: That's the best system ever used in the hotel industry. In fact, it is characterized by the excessive use of departmental software package programs integrated and connected to a main frame or terminal situated at the front office department.

• At this stage, it is essential to notice that the following stages of the guest cycle under the three different systems do not conflict with each other. In fact, the only differences are due to the nature of the system use. Therefore, what will be discussed above is not the repetition of the sequence; rather only differences will be highlighted. 4. Departure:

• At the departure stage, the guest is walked out of the hotel. Moreover, front office staff creates guest history record. Finally, cashiers settle guest account outstanding balances [i.e.: balance the Guest account to 0]

• In general, a proper checkout occurs when the guest: a) Vacates the room b) Receives an accurate settlement of the guest account



c) Returns room keys d) Leaves the hotel • At departure, checkout personnel encourage guests to consider returning to the hotel on any

future date. That's why cashiers acts like a true sales person, and might eventually accept guest future reservations. That way, the stages of the guest cycle become really a cycle (i.e. start from where it ends). • If at departure, the guest account is not fully settled, then late charges accumulates. In such an undesired case, the responsibility of collection lies within the accounting department, however the front office department shall provide all necessary types of information to make this collection easier, quicker, and feasible.

2. Layout of Front Office

BACK OFFICE R

3. Section Of Front Office

1. RECEPTION : Reception deals with daily arrival and departure of the guest. Blocking of rooms for expected arrivals in advance. To fill up all the necessary details in guest registration card for confirmed reservations. Receiving and welcoming guest. To check all the reservation correspondence. To co-ordinate with housekeeping department for cleaning of rooms. To keep a track on room status. To help the guest in filling up G.R.C.

2. REGISTRATION Registration of guest is one of the important process of check-in activity.

FOM OFFICE GM

CENTRE

LEFT LUGGAGE

ROOM RECEPTION / CASHIER / INFORMATION

DM

DESK

TRAVEL

DESK

RESERVATION

BELL

DESK

FO

RN

T O

FF

ICE



It is a mandatory requirement that all guest above the age of 16 years whether ordinary or

V.I.P,INDIAN OR FOREIGNER all must fill up G.R.C.

The form should be duly filled and signed by the guest those who are staying in the hotel.

For foreign guest C-form to be filled compulsorily.

3. BELL DESK

To handle guest arrival and departures.

Take the guest baggage from the car in the porch/gate .

To escort the guest to their rooms along with the luggage.

Place the luggage in the luggage rack in guest rooms.

Explain the operation of light control air condition ,

TV, safety locker in room etc.

To handle guest room keys during departure.

To shift guest luggage from one room to another.

To help in packing of guest luggage.

To distribute news papers.

To keep lobby area clean.

To deliver guest message to their rooms.

To report scanty baggage guest.

To vend postal stamps and other stationeries.

To page the guest in public area.

To do small work outside the hotel to book movie tickets, to get medicine for guest etc.

4. CONCIERGE:

It is a French word it means door keeper/porter.

It also refers to hospitality.

The desk is located in the lobby.

It is an extended arm of INFORMATION COUNTER.

Longer duration of guest interaction is possible because of planning itineraries, planning and

organizing tours giving more of information.

Provides personal services to guest services.

Booking of movie tickets.

Concierge can also called as MAN-ABOUT-TOWN or MISTER-KNOW-IT-ALL.

Coordination with airlines for booking tickets and other queries.

To arrange hotel doctor as when required.

To arrange for welcome drink for group arrivals.

To have a complete understanding of hotel policies and procedures.

5. LOBBY AREA

Hotel lobby represents the atmosphere,decors,staff and image of the hotel when a guest visit.

Lobby should be spacious but not wasteful.

The natural flow of the guest should be towards reception, cashier, information counters,

during guest arrival and departures.

Sufficient space required to place the guest luggage.

Lobby is the waiting area of the hotel.

Lobby area includes bell desk, travel counter, cashier,elvators etc.

Well furnished seating arrangements.

Lobby should be facing the clear view of guest entering.

Front office staff takes care of lobby area in terms hygiene standards.

Lobby manager and guest relation executive will be available 24 hrs in large hotels.



6. FRONT OFFICE CASHIER

He is responsible to post all guest charges and credit into their respective folios.

Settle all guest bills during guest departure.

En-cash foreign exchange as per regulations.

Disburse petty cash to hotel staff and authorized paid outs.

To have control on safety lockers.

Receive and hold in safe custody all cash payments made by guests till the account is rendered.

To maintain records and to prepare cashiers report.

7. NIGHT AUDITOR

To reconcile all revenue statements. To verify and validate front office cashiers vouchers/forms. To check guest folios Verify front office cashiers report. Prepare high balance report of guest who exceed their credit limit fixed by hotels. To prepare daily transcript. To verify room status report. To check the cancellation of reservations. Account for city ledger credit amounts.

8. BUISNESS CENTRE This is a guest area where secretarial assistance to guest for conducting conference ,seminars,

interviews is being offered.

All necessary equipment’s fax, telex, internet facility, photocopying, spiral binding, plastic

folders,

4. Equipment’s & Tools Front Office Systems: • Until the 1960's, nearly all hotels were operating under the manual system. At late 70's, with the introduction of computers, hotels shifted to semi-automated systems. Nowadays, most of the five-star hotels operate under the fully automated system. Below is a brief description of the three different systems under which hotels might operate. 1. Non-automated [manual] systems: This very system is the one characterized by the sole usage of hands. In fact, all formats, procedures, and different kinds of calculations are done manually. 2. Semi-automated [Electro-mechanical] systems: This system gets use of some Electro-mechanical equipment. In fact, under the semi-automated system, each department might have its own computer system under which it handles all its operations. 3. Fully automated [computer based] systems: That's the best system ever used in the hotel industry. In fact, it is characterized by the excessive use of departmental software package programs integrated and connected to a main frame or terminal situated at the front office department Guest Cycle under Three Different Systems: • At this stage, it is essential to notice that the following stages of the guest cycle under the three different systems do not conflict with each other. In fact, the only differences are due to the nature of the system use. Therefore, what will be discussed above is not the repetition of the sequence; rather only differences will be highlighted. 1. Non-automated systems: A- Pre-arrival activities: •At the pre-arrival stage, reservation requests should be introduced in a loose-leaf notebook or index card. Moreover, only reservations up to 6 months horizons shall be honored. Lastly, it is not practical, under this very system, to issue reservation confirmation numbers, initiate pre- Until the 1960's, nearly all hotels were operating under the manual system. At late 70's, with the introduction of computers, hotels shifted to semi-automated systems. Nowadays, most of the five-star hotels operate under the fully automated system. Below is a brief description of the three different systems under which hotels might operate.



Registration activities (at the exception of VIP and groups) and prepare occupancy forecasts. The reason is, time and money loss along with insufficient labor force to manually conduct all the above mentioned activities. Arrival activities: • At the arrival stage, guests shall either sign a page in the registration book or fill manually a registration record. Under this very system, the most widely used front office equipment is the room rack, in which registration records are inserted to serve as room rack slips. Moreover, registration books and records shall be time stamped as an internal control proving when the guest exactly came, who registered him/her…Lastly; guest folios shall be opened for each registered guest. • Under the occupancy activities, registration records shall be prepared with multi-copies. In fact, one copy shall be distributed to room rack, another stamped to the guest folio, another given to switchboard operators, and a final copy handed to the uniformed service personnel. Lastly, guests with charge privileges charges and payments shall be posted to respective guest folios. Departure activities: •At departure stage, cashiers should settle each guest account's outstanding balance and get room keys back from guests. Moreover, cashiers shall notify the housekeeping department that the room is no more occupied (i.e. room status change) to let this very department clean the room and prepare it for new arrivals. In addition, cashiers shall remove room rack slips from room racks to indicate departure. Lastly, these very rack slips of departed guests shall be filed in a cardboard box to serve as a guest history record • This very system is less common in small and middle size hotels. For, these very hotels, financially wise, might not afford the huge investments associated with the installation of different hardware and software. • The main advantage of this very system over manual system is that various reports can automatically be generated. However, the major disadvantages associated with this system are various complexities of operating and controlling devices due to the fact that these equipment are not integrated with other systems and are subject to frequent maintenance problems.

A- Pre-arrival activities: • At this very stage, guests can either call a national reservation network or directly contact the hotel. Moreover, reservation clerks can prepare pre-registration records, guest folios, and information rack slips.

B- Arrival activities: • At this very stage, already reserved guests shall verify their pre-registration forms and have only to sign it. On the other hand, walk-ins shall complete a multiple copy registration record from the beginning. Occupancy activities: • At the occupancy stage, in order to track the different guest charge expenditures and all other possible guest transactions, hotels get an intensive use of various kinds of vouchers. Moreover, the most widely used equipment, under this very stage, is the mechanical cash registers and front office posting machines. Lastly, under this very stage, night auditor shall continuously resolve any discrepancy in guest accounts and efficiently reconcile guest folios. 2. Semi automated system This very system is less common in small and middle size hotels. For, these very hotels, financially wise, might not afford the huge investments associated with the installation of different hardware and software. • The main advantage of this very system over manual system is that various reports can automatically be generated. However, the major disadvantages associated with this system are various complexities of operating and controlling devices due to the fact that these equipment are not integrated with other systems and are subject to frequent maintenance problems.

A- Pre-arrival activities: • At this very stage, guests can either call a national reservation network or directly contact the hotel. Moreover, reservation clerks can prepare pre-registration records, guest folios, and information rack slips.

B- Arrival activities: • At this very stage, already reserved guests shall verify their pre-registration forms and have only to sign it. On the other hand, walk-ins shall complete a multiple copy registration record from the beginning.

C- Occupancy activities: • At the occupancy stage, in order to track the different guest charge expenditures and all other possible guest transactions, hotels get an intensive use of various kinds of vouchers. Moreover, the most widely used equipment, under this very stage, is the mechanical cash registers and front office posting machines. Lastly, under this very stage, night auditor shall continuously resolve any discrepancy in guest accounts and efficiently reconcile guest folios.

D- Departure activities:



• At this very stage, cashiers shall relay room status information to the housekeeping department. Moreover, they should place registration records of departed guests in property‘s guest history files. 3. Fully automated systems:

A- Pre-arrival activities: • Under this stage, the reservation department is equipped with a software package, which is interfaced and connected with one or more central reservation office(s). Moreover, the reservation department can automatically generate letters of confirmation, produce requests for guest deposits and handle pre-registration activities for all types of guests and generate daily expected arrival lists, occupancy and revenue forecast lists…

B- Arrival activities: • At this stage, various reservation records can be transferred to front office department. Moreover, hotels might be equipped with an on-line credit authorization terminals for timely Credit Card Approval , self check-in / check-out terminals. Lastly, all guest charges and payments are saved in electronic guest folios.

C- Occupancy activities: • Under this very stage, guest purchases at different revenue outlets are electronically transferred and posted to appropriate guest accounts. Moreover, the front office department can run and process continuous trial balances and, therefore, eliminate the tedious work for the Night Auditor.

D- Departure activities: • As far as walk-ins are concerned, all registration activities should be initiated from the very beginning. • At this very stage, cashiers can automatically produce bills to be sent to various guests with direct billing privileges and create electronic guest history records. Front Office Forms: • At different stages of the guest cycle different forms are used depending on which operating system a hotel chooses. Below are some of the common forms used:

1. Pre-arrival activities: a) Reservation record or a reservation file b) Letter of confirmation c) Reservation rack and reservation rack slips

2. Arrival activities: a) Registration card (or record) or registration file b) Room rack and room rack slips

3. Occupancy activities: a) Guest folio: shall be of duplicate forms and pre-numbered for cross-indexing control

purposes b) Vouchers: support documents detailing facts of a transaction, but does not replace the

source document (i.e. the invoice). Examples of vouchers might include charge vouchers, allowance vouchers, paid-out voucher, and correction vouchers… c) Information rack slips 4. Departure activities:

a) Credit card vouchers b) Cash vouchers c) Transfer vouchers d) Guest history records e) Personal check vouchers

Front Office Functional Organization: • Whatsoever system and setting the hotel might use, it should reflect easy access to the equipment, forms, and supplies necessary. Moreover, the setting shall reflect position flexibility. Moreover, nowadays trend shows that traditional mail, message, and key racks are unnecessary at the Front Desk. Rather, they shall be stored in drawers or slots located under or away from the Front Desk. For, this would ensure security and safety of guests. 1. Front Desk designed alternatives: a) Circular or semi-circular structure: this very structure provides an effective service to more guests and appears more modern and innovative but since guests will approach the Front Desk from all angles, more staff is needed. b) Traditional straight desk: Under this very design, fewer staff is needed, but fewer guests can be served at the same time.



c) Desk less environment: Under this design, there is no Front Desk at all. This is usually replaced by a hostess, or steward welcoming the guest, seating him or her on a chair/sofa, and conduct registration activities there while, for example, having a cocktail or a drink. Front office equipment

a) Room rack b) Mail, message, and key racks c) Reservation racks d) Information racks e) Folio trays or folio buckets f) Voucher racks g) Cash registers h) Account posting machine i) Telephone equipment

New technology is being introduced rapidly to hospitality organizations, especially in the front office area, Managers must assess the benefits to be gained from computerization and develop a plan for successful implementation. To develop evaluative and judgmental skills. Competences Required for this Case

Theoretical knowledge of computer systems and their application to the front office area; and Ability to apply theory to practice with regard to the implementation of the change process,

Computers have a number of applications in the front office department. Advance reservations control registration billing and cashiering are the main areas in which new technology usually features. Given the pace of change with regard to technology, managers need to keep up to date with new applications and their benefits to ensure their organization has the competitive edge. In answering the questions you should consider the following: (a) The basic components of a computer system: The hardware. The software. (b) The benefits of a computer system to: The organization. The guest. The management. The staff. (c) The implementation of a computer system: Who should be involved? Time scale. The conversion process from the old to the new system.

5. Co-ordination of Front Office with other department The front office generally exchanges the most information with personnel in housekeeping & in engineering & maintenance

Housekeeping & front office must keep each other informed of changes in room status to ensure that guests are roomed efficiently & without complications

The more familiar front office personnel are with housekeeping procedures- & vice versa- the smoother the relationship will be between the two departments Engineering & Maintenance Engineering & maintenance personnel begin each shift by examining the front desk log book for

repair work orders Front desk staff use the log book to track maintenance problems reported by equipment, or

broken furniture When the work is completed, the engineering & maintenance division informs the department

that filed the work request order If a maintenance problem makes a room unsalable, the front office must know immediately when

the problem is fixed so the room can be placed back in available inventory



Revenue Centers Although hotels enjoy their greatest revenues through guestroom sales, additional services & activities may support a hotel‘s profitability In addition to the rooms division, hotel revenue centers may include: Coffee house, Snack bars & specialty restaurants Bars, lounges & nightclubs Room service Laundry/ valet service Vending machines Gift shops, barber shops & newsstands Banquet, meeting & catering facilities Local & long distance telephone service Health clubs, golf course & exercise rooms Car rentals, limousine services & tours Casinos, & gaming activities Pay-per-view television movies Valet parking & parking garages Front desk personnel must be familiar with these facilities & services so they can answer guest

questions in a positive & knowledgeable way The transactions charged by guests at hotel restaurants, gift shops & other remote points of sale

must be communicated to the front desk to ensure eventual payment Marketing & Public Relations A hotel‘s marketing & public relations effort depends on the participation & enthusiasm of front

office personnel Guest receptions, health & fitness programs, family events & even complimentary coffee in a

hotel‘s lobby may provide settings for guests to socialize & can promote repeat business Front office may contribute to hotel newsletters, guest history systems & customized registration

& check out processes which help personalize hotel services for frequent guests.



6. Hierarchy of Front Office Department

General Manager

Front Office Manager

Lobby / Duty

Manager

Asst. Front

Office

Manager

Reservation

Manager

Reservation

Supervisor

Reservation

Assistant

Business

Centre

Assistant

Night Manager

Front Office

Supervisor

Front Office

Executive

Front Office

Assistant

Trainee

Front Office

Cashier

GRE

Concierge

Door Man

Chauffer

Valet

Night Auditor



7. Duty & Responsibilities of Front Office and Lobby personnel

FRONT OFFICE MANAGER Reporting relationship 1. Reports directly to the General Manager. 2. Supervises all Front Office sections and lobby area. 3. Maintains cooperative relationships between the Front Office and other Hotel divisions and departments by encouraging communication between all areas of responsibility. Duties and responsibilities 1. Daily checks on room‘s availability status for next 60 days. 2. Reviews room blocks and special requests. 3. Reviews and respond to the incoming correspondence. 4. Greets as many guests as time permits at the Front Desk and supervises workloads during shifts. 5. Handles guest complaints. 6. Monitors Guest History 7. Assists in promoting sales for the property as well as other units of the hotels. 8. Reviews all Front Office log books daily and pursues with appropriate action if necessary. Span of authority 1. Supervises and administrate all Front Office operations. 2. Maintains the highest standard of services and be responsible for maximizing the on-day room revenue by obtaining the highest percentage of occupancy and average rate with a proper control in the room availability status. 3. Liaises with other members of the management team in Rooms Division and work together to the interest of improving standards of service, percentage of yield, and the general working environment for all staff members. Staff development 1. Is responsible for the recruitment and induction of personnel for the department. 2. Supervises and carries out training for all staff to achieve desired results. 3. Administers, reprimands and takes disciplinary action when necessary. 4. Conducts periodic appraisals to ensure an effective communication between management and staff as well as to upkeep the staff morale. 5. Identifies staff‘s weakness and develops strengths with a view towards succession planning. 6. Conducts periodic training on ‗Crises Management‘ and hotel‘s emergency plan of action to ensure appropriate precautions and actions are taken at all times. Communication & co-ordination 1. Liaises with Housekeeping and Engineering Departments on daily operations/projects involving guest rooms and front of the house area. 2. Liaises with Marketing & Sales Department and Reservations Department for all group and conference movements for future. 3. Liaises with Security Department on guest safety and security arrangements. 4. Liaises with Credit Office on credit arrangements and to ensure that credit procedures are being followed. 5. Liaises with Marketing Department in relation to room sales promotion activities. 6. Liaises with Financial Controller‘s Office in relation to operation control aspects, such as cash-handling, cash flow, and credit policies. 7. Liaises with Food & Beverage Department on daily operations including F & B services in the rooms, car-parking requirements and F & B sales promotions. 8. Attends daily operational meetings. 9. Attends weekly Department Head Meeting, monthly Credit Meeting etc. Administration 1. Maintains job descriptions for all positions and keep them updated. 2. Responds to incoming correspondences which are related to front office activities. 3. Enforces standard of dress, grooming and personal appearance as defined by hotel policy. 4. Prepares monthly reports with a breakdown of figures and revenue.



5. Prepares forecast reports. 6. Establishes guidelines and standards of Front Office operations. 7. Maintains, updates and enforces standards. 8. Reviews sequence of service with management periodically. Planning, organizing and controlling 1. Prepare spring-cleaning schedules for guest room together with Executive Housekeeper. 2. Monitor and control department expenses. 3. Monitor Yield % effectively. 4. Verify with Reservations Department that accurate room status information is maintained and properly communicated. 5. Plan and monitor staff vacation schedule. 6. Establish annual training program for the department. 7. Attend and observe technical skills training sessions organized by departmental trainer to ensure the quality of service rendered to guests by all Front Office personnel are of the quality standard. Budgets 1. Assist in preparation of annual budget on room sales revenue. 2. Prepare departmental budgets and objectives annually, with constant revision and observation. 3. Review payroll, and other operating equipment.

ASSISTANT MANAGER - FRONT OFFICE Under the general direction from the Front Office Manager, assist to oversee and direct all aspects of Front Office Operations. Ensure that the department's operations budget is strictly adhere to, and that all costs are strictly controlled. Relationship 1. Reports directly to and communicates to the Front Office Manager on all pertinent Front Office matters affecting guest service and Front Office operation. 2. Provides functional assistance to the Front Office operational personnel. 3. Interacts with Hotel guests as well as members of the local community. 4. Cooperates and communicates to Front Office Section Heads. Duties and responsibilities 1. Supervises Front Office staffs to ensure optimum occupancy and average room rate to maximize revenue. 2. Monitors Front Office personnel to ensure guests always receive cordial prompt attention and personal recognition. 3. Monitors Front Office personnel to ensure acknowledgment of repeat guests and other VIP receive special attention and personal recognition. 4. Informs other operating department, such as Housekeeping, of all Front Office activities which involve them. 5. Establishes and maintains effective employee relations. 6. Assists Front Office Manager in personnel functions related matters such as interview, appraise and counseling. 7. Identifies training needs, assists to develop formal training plans and conducts training session. 8. Frequently inspects the cleanliness and orderliness of the Lobby, Front Desk at random and VIP rooms prior to their arrival. 9. Be knowledgeable of all the Front Office standard operating procedure. 10. Keeps overtime hours to the minimum. 11. Monitors master key control. 12. Maintains continuous contact with Hotel guests to ensure that any problems or complaints are handled promptly efficiently and courteously. 13. Reviews and completes credit limit report. 14. Assist the Front Office Manager in forecasting yield for future. 15. Assists to prepare the statistical report, forecast, annual budget, strategic plan and goal program. 16. Performs any other duties assigned from time to time 17. To ensure that all message, parcels and fax are handled and distributed properly. 18. To be constantly up to date on city and in-house activities and to up-sell the hotel at all times.



19. To maintain a high standard of personnel appearance and hygiene at all times. 20. To respond to any other changes in the department function as directed by the industry, company or hotel.

LOBBY MANAGER Job summary Under the general direction from the Front Office Manager and Assistant Front Office Manager to act on behalf the Hotel Management to ensure maximum levels of guest service and satisfaction are provided. To continuously monitor staffs and operations and reporting deficiencies to management. Relationship 1. Reports directly to Assistant Front Office Manager. 2. Interacts and cooperates with all the Departments within the Hotel. Duties and responsibilities 1. Responsible for the overall day to day operation. 2. Monitors the Hotel personnel to ensure guests always received cordial prompt attention and personal recognition. 3. Maintains the smooth operation of the Front Office operations. 4. Handles any guest problems according to agreed policy. 5. Ensures special handling for VIP arrival. 6. Be thoroughly understood the service offered by the Hotel, how and where these facilities could be obtained and aware of all daily events of the day in the Hotel. 7. Using the Duty Manager check list, ensures that every single things are in order. 8. Greets all guest at all times in a friendly and helpful manner and attempts to learn and use guest name at every opportunity. 9. Fully in charge in the absence of the Assistant Manager Front Office. 10. Reports any hazard to health or safety immediately to the Assistant Manager Front Office. 11. To co-supervise the key handling procedure ensuring maximum security. 12. Observes and assists other departments in the Hotel. 13. Responsible for the master key. 14. Receives information from previous shift Lobby Manager and passes on pertinent information to the next Lobby Manager. 15. Frequently inspects the cleanliness and orderliness of each area of the Hotel. 16. Supervises Front Office Assistants to ensure all guest especially VIP receive cordial prompt attention and personal recognition. 17. To continuously monitor operations, service and maintenance standards throughout the hotel and report deficiencies to management. 18. To assist in the training of the employees ensuring that they have necessary skills to perform their duties with the maximum efficiency. 19. To ensure that all staffs have a complete understanding of and adhere to the hotel's policy relating to fire, hygiene, health and safety. 20. To ensure that all staff have a complete understanding of and adhere to the hotel's employee rules and regulation. 21. To be constantly up to date on city, emergency telephone number and to up-sell the hotel at all time. 22. To respond to any other changes in the department function as directed by the industry, company or hotel. 23. Performs any other duties assigned from time to time.

RESERVATIONS SUPERVISOR Job summary Supervising the Reservation staffs in implementing Policies and Procedures under guidance of the Front Office Manager, to provide and carry out any other duties assigned by the Front Office Manager or Resident Manager Relationship 1. Reports directly to the Front Office Manager



2. Interacts and cooperates with Sales, Front Office Assistant, Guest Relations, Accounting and Housekeeping. Duties and responsibilities 1. Responsible to the Front Office Manager. 2. Understands the entire Reservation procedure well according to the manual and the system. 3. Responsible for the Hotels worldwide Reservations in coordination as well as the local ones. 4. Handles correspondence, sorts letters, telexes, fax., cables. 5. Allocates daily tasks to Reservation staffs. 6. Daily reviews reservation booking and arrival report. 7. Prepares occupancy forecast. 8. Trains the Reservation staff accordingly and implement Policies and Procedures. 9. Liaise with the Sales Department in regards to occupancy, rates analysis. 10. Identifies top producing accounts to ensure proper recognition by Reservation staffs. 11. Prepares various production report and submit to concerned Department. 12. Monitors telephone manner and general performance of Reservation staffs. 13. Ensures special handling of VIP guests. 14. Reviews blocking of Suites room, and any other special group request. 15. Supervises group reservations. 16. Maintains cordial relations with commercial clients. 17. Informs the Front Office Manager when the Hotel availability status will be changed and prepares necessary action. 18. Schedules work roster and maintains work position at all times neat and in order. 19. Performs any other duties assigned from time to time.

FRONT OFFICE ASSISTANT Job summary Responsible for the efficient requirement of VIP guest and visitor of the Hotel that they receive the high standard of service as stated in the Hotel policy. Relationship 1. Reports directly to the Lobby Manager. 2. Interacts and cooperates with all departments within the Hotel. 3. Cooperates with all Front Office personnel. Duties and responsibilities 1. Prepares monthly report on Front Office Assistant activities and discuss how to improve the standard of service. 2. Greets all guests at any time in a friendly and helpful manner and attempts to learn and use guest name at every opportunities. 3. Takes personal interest and pride to ensure the Lobby area is kept clean and in order at all times. 4. To assign duties and responsibilities to subordinates, assisting the Lobby Manager. 5. Endeavors to maintain the high standards of the Hotel with regard to the importance of all clients especially VIPs with reference to the Hotel and departmental goals. 6. Reports any hazard to health or safety immediately to the Lobby Manager, Front Office Manager or any other appropriate Department Head. 7. Attends fire/emergency training programs and ensures that the Hotel and Governmental Fire and Emergency procedures are well understood and abode by. 8. Be familiar with other Park Hotels. 9. Assists the Lobby Manager. 10. Informs other operation Department Heads of anything involving their Departments. 11. Checks-in/checks-out VIP as well as other guests. 12. Maintains continuous contact with Hotel guests to ensure that complaints are well handled in a courteous manner. 13. Gets inputs for guest satisfaction. 14. Handles any guest problems and refers to the Lobby Manager if deemed necessary. 15. Be well groomed, has pleasant attitude and ready to offer assistance at all times. 16. Be thoroughly aware of VIP arrival and departure on day to day basis.



17. Ensure that departing guests have a positive impression of the Hotel services. 18. Always keeps a high standard behavior and appearance expected by The Park in his/her attitude toward guests and employee alike. 19. Ensures that VIP room are blocked and inspected checked giving special attention to all amenities prior to guest arrival for 100% readiness. 20. To ensure that all recurring guests are pre-registered. 21. To meet and greet all arriving VIP, ensuring that their needs are satisfied, their luggage is swiftly sent to their rooms and that there are checked in a courteous and efficient manner with no delay. 22. To conduct training courses and refresher courses for existing staffs. 23. To coordinate closely with the various department head to keep an effective communication. 24. To maintain a high standard of personal appearance and hygiene at all times. 25. To ensure that the department's operation budget is strictly controlled. 26. To be constantly up to date on city and in-house activities and to up-sell the hotel at all times. 27. To respond to any other changes in the department function as directed by the industry, company or hotel. 28. To perform any other duties assigned from time to time.

RESERVATION ASSISTANT Job summary Under limit supervision of the Reservations Supervisor is responsible to : - Record reservation on the various standard forms. - Put into the computer system. - Make Reservation for other International Hotels. - Filing. Relationship 1. Reports directly to the Reservations Supervisor. 2. Interacts with any callers to Reservation Department and make appropriate action. 3. Interacts and cooperates with the Receptionist, Co-ordinator on Duty, Accounting/Credit Department and Sales & Marketing Department. Duties and responsibilities 1. Receives all Reservation request by phone promptly and politely. 2. Ensures that complete details are recorded. 3. Ensures all Reservations request by fax, letters and e-mails are replied properly. 4. Enters all Reservation into the system accurately using specified code to denote the source and type of Reservation. 5. Ensures all guarantee letters and Travel Agent vouchers are received and approved by the Credit Manager prior to guest arrival. 6. Keeps Reservations supervisor informed of VIP guest, convention or seminar, consular visit or any special request. 7. Ensures up selling of rooms at the time of taking booking. 8. Be thoroughly familiar with future availability of current status and future dates. 9. Ensures to block room on special request. 10. Be familiar with other hotels and prepares to handle inter Hotel Reservation. 11. Maintains a neat and orderly work position at all times. 12. Review all expected arrivals one day prior to the arrival date. 13. Ensures preparation of weekly group arrival that has been confirmed. 14. To be in charge of the position of the Reservation Supervisor during his absence. 15. Performs any other duties assigned by the Management from time to time.

BELL BOY Job summary Under the general guidance and supervision of the Front office assistants and Lobby Manager, the Bell Boy is responsible to receive and ensure correct delivery of guest luggage to and from the room, assists to guest inquiries and requests, performs various errands for guest needs, comfort and satisfaction. Relationship



1. Reports directly to the. Front Office Assistants 2. Interacts and cooperates with the Front Office Assistant, Lobby Manager, Room Boys and Security. 3. Interacts with other sections Lobby Manager as required. Duties and responsibilities 1. Be well groomed, have a pleasant disposition and willing to offer assistance at all times. 2. Adheres to guest check in and check out procedure pertaining baggage handling. 3. To report for duty punctually, wearing the correct uniform and name tag at all times. 4. To promptly deliver only guests' message and fax in the hotel. 5. To maintain good working relationships with colleagues, and all other department. 6. Be thoroughly knowledgeable of the services offered by the Hotel, how and where the facilities could be obtained and aware of the daily event in the Hotel. 7. Be fully conversant with emergency evacuation and fire procedures. 8. Handles promptly and correctly all guests luggage, avoid any confusion or embarrassment to the Hotel. 9. Be thoroughly aware of the daily arrivals and departures especially VIPs or groups. 10. Welcomes guests at the main entrance, greets appropriately, takes particular note of repeat guests. 11 Guides the guest to the Front Desk and waits behind the guest during the check in. Keeps an eye on the Front Desk, prepares to receive the room key and key card from the Receptionist without delay. 12. After receiving the key and key card, asks the guest to follow him to the elevator. Upon reaching the correct floor, show the guest to the room and always address the guest by name. 13. Enroute to guest room indicate the location of the nearest fire exit. Up sells the hotel restaurants and other facilities to the guest. 14. To transfer guests' luggage to rooms in an efficient manner ensuring no damage is caused to the luggage, furniture, fixtures and walls. 15. Before leaving the room, demonstrate briefly the operation of the radio, television, minibar and air conditioning system, and turn on the bathroom light. Simultaneously verifies that guest supplies such as soap, towels are adequate in proper place. When leaving the room, place the key and key card on the desk in full guest view and do not obviously appear to expect any tip. 16. Do utmost to learn guests names, especially repeat and long staying guests greet as they come and go through the Lobby, remain alert of the situations where assistance may be required by guests. 17. Accept baggage for safe keeping in the store room, following the procedure laid down in the Front Office Manual. 18. To have a complete understanding of and adhere to the hotel employer handbook and adhere to all regulation therein. 19. At all times stands at the station assigned by the Lobby Manager and follow further instructions. 20. Maintains cleanliness of the lobby area. 21. Performs any other duties assigned from time to time. 22. To maintain an accurate record of check-in and check-out guests. 23. Ensure that departing guests have a positive impression of the hotel services.

TELEPHONES SUPERVISOR Purpose Be responsible for planning, organizing, directing and controlling of all staff activities in the Telephone Department with the objectives of achieving the highest possible standards of the hotel, and the maximum telephone revenue. Relationship 1. Reports directly to and communicates with the Front Office Manager. 2. Supervises Telephone Department operations personnel. 3. Co-operates, co-ordinates and communicates with other Departments all times. Duties and responsibilities 1. Supervises the operators to ensure prompt, courteous and accurate handling of all telephone calls. 2. To ensure efficient and accurate implementation of all wake-up calls for guests. 3. To maintain a close liaison with the Telephone Company to ensure efficient provision of telephone services.



4. Ensure efficient provision of message relay services by supervising message-taking activities and paging services for both hotel staff and guests. 5. To arrange duty roster and ensure that all operators report for work punctually. 6. To make decisions and resolve any problems and complaints which occur in the Telephone Department, or if necessary, refer them to Front Office Manager for further action. 7. To ensure that all staff have a complete understanding of and adhere to the hotel‘s employee handbook rules and regulations. 8. To ensure that all staff are familiar with all emergency procedures. 9. To ensure that the Executive telephone lists is up-to-date in case of emergency. 10. To assign trainers to newly hired staff and to other employee on cross training program. 11. To conduct training courses and refresher courses for existing staff. 12. To maintain condition of the Telephone Department and its equipment are in good condition. 13. To promote Inter Hotel sales and in-house facilities to all guest. 14. To review and up-date in-house telephone directories. 15. To conduct training courses and refresher course for existing staff. 16. To perform any other duties assigned by the Management.

BUSINESS CENTRE ASSISTENT Purpose Be responsible for ensuring that secretarial services are provided for in-house/city guests with the objective of maximizing guest satisfaction by achieving the highest possible standards of the hotel and the maximum Business Centre revenue. Relationship 1. Reports directly to Lobby Manager. 2. Cooperates with other Department Heads and subordinates. 3. Interacts with outside parties and guests as appropriate. Duties And Responsibilities 1. To ensure prompt, courteous and accurate handling of all guests‘ requests and other administrative duties. 2. To monitor and ensure efficient and accurate handling of all incoming and outgoing facsimiles for both hotel guests and staff. 3. To make decisions and resolve any problems and complaints made by guests or staff in the Business Centre. 4. To promote guest contact and assist guests in their requests. 5. To promote the Business Center‘s conference area and conference rooms for rental to guests or outsiders for temporary or long term periods. 6. To maintain the Business Centre and its office equipment in good condition at all times. 7. To source business information and contacts locally for guests‘ requirements. 8. To provide information on events, exhibitions or conferences going on in the city generally. 9. To perform any other reasonable duties required by the department head from time to time. 10. To liaise with the Banquet Department on all guests‘ needs relating to provisions offered by the Business Centre, such as Banquet rooms, equipment, etc. 11. To ensure that the grooming, appearance, personal hygiene, attitude and telephone manner are up to the hotel‘s standards. 12. To prepare various reports to ensure proper functioning of Business Centre.

TELEPHONE OPERATOR

Job Summary Under the general guidance and supervision of the telephone supervisor and within the hotel Policies and Procedures, to handle incoming and outgoing calls to and from the Hotel guest room. Relationship 1. Reports directly to the telephone supervisor. 2. Interacts with guest appropriately and with other Department as required. Duties And Responsibilities



1. Answers the Telephone console promptly, friendly and efficiently in a natural voice tone. 2. Handles international/city operator assisted calls, direct dialing, international/city calls for non resident guest. 3. Handles wake up calls. 4. Attends telephone briefing and quarterly meeting. 5. Ensures punctual attendance and adheres to duty schedules as directed by the Telecom supervisor. 6. Ensures working area is clean and tidy. 7. Ensures messages left by caller to guest or others are passed on to the receiver without delay. 8. Familiar with all extension in the Hotel and outside emergency numbers. 9. Familiar with Hotel emergency procedure. 10. To be constantly up to date on city and in-house activities and to up-sell the hotel at all times. 11. To ensure that proper charges are written out for operator assisted calls, as per agreed instructions. 12. To ensure that the doctor is contacted with the minimum delay, and the telecom supervisor is informed upon requested by guests. 13. To be aware of the Hotel security, fire and safety procedures. 14. To keep the daily log book up-to-date. 15. To maintain good working relationships with colleagues, and all other departments. 16. To have a completed understanding of the hotel employee handbook and adhere to all regulations therein. 17. Perform any other duties assigned from time to time.



Front Office Operation – 1st Year, Semester – II Unit – III

1. Meal Plans Tariff is defined as schedule or list of prices or rates. For instance, the tariff of a hotel is the schedule or list of prices at which it provides accommodations. Tariff is also said as a comprehensive list or "schedule" of merchandise with applicable duty rates to be paid or charged for each listed article; together with governing rules and regulations.(A "customs" Tariff.) A schedule of rates and charges applied by a business, especially a common carrier, together with a description of the services offered and the rules and regulations applicable. Types Of Plan Most of the hotels generally run on plan system. There are various types of plan, which are internationally recognized. Hoteliers according to their convenience or the policy of the management can adopt these. The list in which the prices of hotel services are incorporated is known as hotel tariff. On the basis of tariff pattern hotel are divided as follows: European Plan - In this case only the lodging i.e. bed is offered. Thus the charges are made for lodging only. The guest is free to take or not to take teas, breakfast, and meals in the hotel. He has a choice of eating out at any other good restaurant. The guest is booked to pay for lodging only and is charged separately for all other things or services he enjoys or consumes. This system is generally followed by youth hostels or hotels which are situated in metropolitan cities. In India most of the hotels are being run on European plan. Almost all the public sector hotels are run on this basis. 2. Continental Plan - In the case of continental plan, bed and breakfast are included in the tariff charges. Thus bed is offered along with breakfast and the guest is, however, free to take his meal and tea as he likes. Thus the guest tariff includes lodging and ‘bed and breakfast’ and for other he is separately billed. 3. American Plan - Hotel where American plan is prevalent, boarding and lodging is provided in the charge. The tariff fixed includes board and lodging. It is an all inclusive full board tariff. Accommodation and three meals daily are included in the price of the room. It includes bed, breakfast and two principal meals and evening tea. It does not include EMT or coffee after lunch, or dinner. The needs are usually 'table d'hote menu'. It is also known as 'full pension'. This analysis is mostly used at those tourist resorts, which are not situated in big cities. 4. Modified American Plan - The tourists mostly prefer this plan, as it is comparatively more flexible. It is offered in most of the good hotels and is normally by arrangement. It includes hotel accommodation, breakfast and either lunch or dinner in the price of the room. Thus, in this type of accommodation bed and breakfast and along with it one principal meal, lunch or dinner at the discretion of the guest is also included. It generally includes continental breakfast and either 'table d’hôte lunch or dinner in the room rates. It is also known as 'demi-pension'. It has been observed that the Indian style local hoteIs in India follow the European plan. However, and the western style hotels operating in India which cater the foreign tourists, operates on the American plan.

2. Rate Types TARIFF Tariff means rate and when applied to rooms of a hotel it means room rate. Hotel room rate fixation is a difficult task. They are both qualifiable and quantifiable. The quantifiable aspect is that they can be measured and structed to meet certain criteria. The qualifiable aspect is that large amount of discretion are allowed in which rates are

implemented. The combination of all the rates offered at a hotel is called “Rate Structure.

Rack

Corporate

Government

Airline (delayed flights, crew, package)

Travel Agents (package, familiarisation, group, F.I.T.)

Groups/conference



Packages (honeymoon, weekend, midweek)

Corporate Rate

This rate is given to corporate travellers, who

normally form the cream of a hotel's occupancy.

To earn this discount, the company may have to

guarantee a minimum number of rooms to be

occupied during a particular period. Some hotels

offer this corporate rate to any business traveller

irrespective of the employer.

Government Rate

This rate is normally given to employees of the

government, usually on the basis of a contract

between the government department and the

hotel. Discounted rate may also be given to

government personnel holding a valid ID t o

encourage regular business.

Military Rate This is offered to personnel of the armed forces, either on the basis of a contract or to encourage repeat business.

Agent Rate This rate is offered to travel agents and airline

personnel, which may not be valid during the

peak seasons.

Salesperson Rate

These rates are mostly offered at motels to

traveling salespersons during the off-season.

Local Business Rate

These rates may be offered to preferred

business houses in the local community, which

includes a discount and guaranteed availability.

Day Rate This rate is applicable to guests who stay only

during the day without staying overnight.

Package Rates

These rates are often offered during the lean

season or as a promotional venture. These

include weekend packages or promotional

packages like a three night’s and two days stay

which include meals and other recreational

facilities.

Group and Tour Discount

The hotel, normally offers group and tour

discounts to increase or maintain occupancy

throughout the year in return for a commitment to

purchase a fixed number of rooms.

Guaranteed Availability

If a hotel normally has a high occupancy rate, the

group rate offered may be only guaranteed

availability of a fixed number of rooms, without

offering a discount.



3. Basis of Charging Competition

Rates must be competitive with other hotels of the same standard and providing almost similar services and facilities as provided by other hotels situated in the same vicinity of the city.

Customer’s profile The category of customers coming to the hotel must also be considered. Their social status and financial status. Example. Paying capacity , should be kept in mind.

Standards of service Standards of services provided by the hotel are also important while fixing room tariff. The U.S.P. of hotel should be kept in mind while deciding the room tariff. More the amenities , higher the standard , so also higher the room rate.

Locality The locality in which the hotel is situated gains prominence while fixing room rates. If the hotel is situated in a posh locality where all the shopping malls and other facilities, approaches to airports are worthy. room rate would be comparably higher . The guest would not mind paying more if he get amenities and facilities to his taste and likings.

Various amenities Various amenities the hotel is going to provide to the guests such as air –conditioning in all the rooms , carpeting, swimming pool & tennis court equipment , conference halls , lobbies. Special aspects of continental and Indian cuisine , cutlery and crockery , modern equipments and machinery. These things do count when factors of room – rates are considered.

Room location The location of the room also matters a lot. Front rooms and rooms opening to better views would cost more than dark rooms , corner rooms or opening to indifferent chambers.

Publicity The amount of publicity done by a hotel and special budgets prescribed for hotel publicity also matters in deciding the room rates. This type of expense has to be adjusted somehow as it has no source of return but is a must in popularizing the various services of a hotel.

TARIFF FIXATION Check-in and check-out basis

It is the most common way of fixation of tariff The hotel fixes a specific time usually 12.00 noon as check-out time which means the guest charging cycle begins from 12.00 noon and finishes at 12.00 noon on the next day. For a guest staying in a hotel after 12.00 noon , next day’s charge may be levied. Accounting keeping is simple in this system.

Twenty-four hour basis In this system the charges of room starts from the time when the guest checks in and he has to pay for one day upto 24 hours from the time of arrival. This system is good for small and budget hotels only.

Night basis In this system the guest is charged on the basis of number of nights that he spend in the hotel he irrespective of time of arrival. If he spends two nights he will be charged for two nights with a minimum of one day charges

Day basis Sometimes a guest may stay in the hotel for a few hours only and may not spend the night in the hotel at all. In such cases where he stays only for six hours maximum hotels may charge special discounted rate and the rate is called “day rate or day use rate”.

Inclusive taxes



Hotels also charge room rates on the basis of meals provided or not provided along with room to the guest. European plan: where the tariff of room includes only in the room rate for meals charged extra rate. Continental plan: where the room tariff includes along with room rate the continental breakfast also. American plan: where the room tariff includes along with room rates the English breakfast , table d’hote lunch and dinner may also include. Modified American plan : where the room tariff along with room rates include English breakfast and one of the two major meals either lunch or dinner.

Rule of thumb Another very traditional way of charging room rate is rule of thumb. In this system “one Rupee” rate is fixed for every Rs1000/- spent on room construction cost. This is also called as ‘cost rate formula’.



Front Office Operation – 1st Year, Semester – II Unit – IV

1. Definition of Reservation Importance of reservation The main function of the reservation process is to match room requests with room availability. Below is the detailed process of reservation:

a) Conduct the reservation inquiry b) Determine room and rate availability c) Create the reservation record d) Confirm the reservation record e) Maintain the reservation record f) Produce reservation reports

Reservation and Sales: • Prior to Computerization era, the main function of the Reservation Process is only to determine Basic Room Availability. That is to say, the reservation clerk can only tell the potential guest that a room is reserved for him/her. However, the reservation clerk can not tell you the type of the room, rate honored… Nowadays, with the wide use of reservation software package programs, it is now possible to reserve a room-by-room type, rate, and to accommodate all the possible special requests of the guest. Therefore, the selling function shifted from the front office to the reservation department. Hence, projections of Room Revenues and Profitability Analysis became one of the basic functions of the Reservation Department. Reservation Activities Guaranteed Reservations

Sources of Reservations Central Reservations Systems Global Distribution Systems Property Direct Reservations Reservation Record

In parallel, reservation department and reservation agents should have sales goals to achieve which might focus on number of room nights, average room rate, and/or booked room revenue. 1. Guaranteed Reservation: Insures that the hotel will hold a room for the guest until a specific time following the guest‘s scheduled arrival date [i.e. Check-out time or start of the hotel‘s day Shift or any time the lodging property chooses]. On return, the guest shall guarantee his/her reservation of room unless reservation is properly canceled. In order to guarantee a reservation, guests might opt for one of the following methods:

a) Prepayment guaranteed reservation b) Credit card guaranteed reservation c) Advance deposit or partial payment d) Travel agent guaranteed reservation e) Voucher or Miscellaneous Charge Order [MCO] f) Corporate guaranteed reservation

2. Non-guaranteed Reservation: Insures that the hotel agrees to hold a room for the guest until a stated reservation cancellation hour (Usually 6 p.m.) on the day of arrival.

• Reservation agents shall make sure to encourage their guests to guarantee their reservations especially in the high season Reservation Inquiry: • Guests can communicate their reservation inquiries in person, over the telephone, via mail, through facsimile, telex, e-mail… Moreover, reservation inquiries can be made through a Central Reservation System or an Intersell Agency. • While getting a reservation inquiry, the reservation agent shall obtain the following guest-related information:

a) Guest‘s name, address and telephone number b) Company or travel agency name



c) Date of arrival and departure d) Type and number of rooms requested e) Desired room rate f) Number of people in the group, if applicable g) Method of payment and/or guarantee h) Any other special requests

Reservation terminologies:

• Allowances- Daily cash paid-outs to airline crews as negotiated crews as negotiated with the

airlines and recovered from them at later date.

• Amendments- Changes made of records concerning his/her stay.

• Cancellation- A confirmed booking that has been confirmed in writing by a guest.

• Confirmation- A room reservation that has been confirmed in writing by a guest.

• Double occupancy- Two guest staying in a room.

• Group- Any body of guest above 15 persons who travel together.

• Guaranteed booking- A room booking that is confirmed in writing by a guest.

• Guest- A client of the hotel.

• Forecast- A studied anticipation of room business.

• Free sale- Rooms that is available for booking.

• FIT- Stands for “Free Individual Traveler” who is an independent guest who does not use the

services of middlemen for booking his/her room.

• GIT- Group Inclusive Tour

• Lay-over- Airline passengers checked in by airlines who are catching a connecting flight

sometime later.

• On-request- a status when guest are kept waiting for a room booking confirmation.

• Overbooking- Booking rooms that are beyond the hotel room capacity.

• Pax- Person

• Revision- Change in booking instructions.

• Room availability- The room position when rooms are available for sale.

• Room blocking- Blocking a room in the reservation chart.

• Room night- a charge for a one night occupation, spanning two days from noon to noon.

• Sale- a room space sold.

• Sold out- a status in which all rooms in the hotel are sold.

• Single occupancy- one guest staying in a room.

• Waitlist- a guest awaiting a confirmation of the room booking.

• Charge- is a financial obligation for a product or service during a guest stay.

• Fences- rate rules that may include restrictions such as advance booking cutoffs or non-

refundable payments.

• Litigious society- an environment in which consumers sue providers and services for not

delivering them according to expected operating standards.

• Late charges- guest charges that might not be included on the guest folio because of a delay in

posting by other department.

2. Sources and mode of Reservation Guaranteed Reservation

Ensures that the hotel will hold a room for the guest until a specific time following the guest’s scheduled arrival date [i.e. check in time or start of the hotel’s day shift or any time the lodging property chooses]. On return, the guest shall guarantee his / her reservation of room unless reservation is properly cancelled. In order to guarantee a reservation, guests might opt for one of the following methods:



1. Prepayment Guaranteed Reservation – the hotel request the prospective guest to either send the complete deposit or a partial deposit and on receiving, makes the booking for the prospective guest.

2. Credit Card Guaranteed Reservation – in this case the prospective guest gives his credit card number and details to the hotel. The hotel confirms the room from the credit card guarantee and then claims from the credit card company, if the guest does not occupy the room on the said date.

3. Travel Agent Guaranteed Reservation – some travel agents have arrangement with hotel chains to book room for their clients and executives travelling to various destination. The travel agents are solely responsible for the reservation; they are billed after the guest’s stay is completed.

4. Voucher or Miscellaneous Charge Order [MCO] - this i s a special arrangement designed to attract return guest or new business. This is usually provided by the hotels themselves for their prospective guests.

5. Corporate Guaranteed Reservation – in this case the corporation or company takes the responsibility for booking for their executives, visitors etc.

Non-Guaranteed Reservation Ensures that the hotel agrees to hold a room for the guest until a stated reservation cancellation hour (usually 6 p.m.) on the day of arrival. In case the guest who has made the reservation arrives after 6.00 p.m, the hotel is not bound to provide him accommodation. Non-guaranteed reservation usually occurs when the prospective guest does not provide any payment guarantee but simply confirms through a letter. Reservation agents shall make sure to encourage their guests to guarantee their reservations, especially in the high season.

Tentative / Provisional Reservation Provisional reservation is done when a request from prospective guest is received for some future day arrival and the hotel blocks the room for this guest, provisionally in the hotel records such as charts and diaries and racks or computer and sends a letter of offer to the prospective guest. The offer has a cut off date by which the guest should send his confirmation which may be in the form of a letter, guarantee by company, credit card or deposit whichever the hotel may request. Once the confirmation from the guest is received by the hotel within the cut off date, the hotel makes the tentative booking into confirmed booking. Otherwise the tentative booking is cancelled and the records updated. RESERVATION ENQUIRY Guests can communicate their reservation enquiries in any one of the methods; in person, over the telephone, via mail, through facsimile, telex or e-mail. Moreover, reservation inquiries can also be made through Central Reservation System or Intersell Agency. While getting a reservation enquiry, the reservation agent shall obtain the following guest-related information:

i) Guest’s name, address and telephone number ii) Company or travel agency name, where possible iii) Date of arrival and departure iv) Type and number of rooms requested v) Desired room rate and type of room vi) Number of people in the group, if applicable vii) Method of payment and / or guarantee viii) Any other special requests

SOURCES OF RESERVATIONS Global distribution system (GDS) Tour operators Travel agents Airlines Corporate houses Embassies and consulates Free individual traveler (FIT) Central reservation office (CRS) Hotel websites Referral hotels



Global distribution system (GDS):

A network of providers that brings products and services geographically spread to the doorstep of consumers anywhere in the world.

Some featured examples of GDS are Sabre computer system, Amadeus computer system, Galileo central reservation systems, World span and the Scandinavian multi across reservation for Travel agents (SMART).

Tour operators:

Tour operators sell package tour programs in large number all over the world.

Tour operators are whole sellers who deal with hotels, surface transporters, airlines, cruise ships, tour offices, and so on.

Tour operators cooperate with hotels or airlines in order to include their service their package tour.

Travel agents:

Someone who sells or arranges trips or tours for customers.

They take commission from the tour operators to sell their travel packages.

Travel agents are generally located in the prime location which is convenient place for the traveler to attract the guest.

Airlines:

Airlines is very popular among hotels.

Airlines crew generally stay for short time and hotel always has to give discount on their stay. Corporate houses:

Corporate houses have to deal with many clients and they also have to arrange company training programs and meetings. They contact with a hotel for these purposes.

Rates are negotiated for minimum room nights a year. The more business the better is the rate. Embassies and consulates:

Diplomatic officials travel throughout the whole year and stay at a hotel. They have to contact with embassy and consulates which is a very good source of business for hotels.

Free individual traveler (FIT):

Provide the bread and butter business on a regular basis.

FITs are individual guest who book rooms directly within the hotel. Central reservation office (CRS):

Also know as CRO. An automated reservation system that take reservations for all properties within an organization.

These establishments are one-stop-shops and have reservation tie ups with all concerns of the earth.

Hotel websites:

A new popular way to get bookings.

Guest can fill on-site reservations forms and send to the hotel directly with all the relevant details. Referral hotels:

Independent hotels that get-together to recommend each other to guest staying in their property, provided the establishment does not have a hotel in that location.

An airline ties-up with referral hotels to attract passengers. GROUP RESERVATIONS Conducting a reservation request for a group shall be treated differently than accommodating a reservation of individual guests (i.e. Frequent Independent Traveler). The main reason is that individual reservation requests are treated by the reservation department, while group reservations are initiated by the Sales & Marketing Division, and finalized through a careful coordination of the reservation from one hand and the marketing on the other. Below is a detailed procedure of how group reservation, in a typical hotel, is conducted:

1. A group representative, a member of the travel agency or the tour operator, not individuals, shall communicate group reservations' request to the hotel's marketing department



2. Upon availability, the hotel's reservation department shall block the requested number of rooms for this very group

3. The Hotel shall give a deadline for the group, in order to receive their final list. That deadline is called Cut-off Date.

4. After receiving the final list, the reservation department shall change the desired number of rooms' status from blocked to booked (or reserved) rooms, and release the remaining rooms (if any left) as vacant for sale.

5. If the hotel did not receive the final list by the cut-off date, then the reservation department has all the right to cancel the group reservation and release all the initially booked rooms into vacant rooms. However, management shall use this right with precautions especially when it comes to groups reserving from travel agencies and tour operators of which the hotel is frequently servicing.

Reservation Form:

HOTEL ABC

Reservation // Cancellation // Amendment Form

Sur name First name Contact No

Corporate

FIT

Travel Agent

Arrival Date / Time

Departure Date / Time

Arrived By

Room Type

STD DLX SUP. DLX SUITE

PAX

SGL DBL TPL

Booker Details

Contact No

Mode of Payment

Cash Credit Card

Bill To Company

Credit Card no : Exp. Date

Booking Taken By Date // Time

Signature

3. System of Reservation (Diary system, CRS, GDS) Central Reservation System (CRS)

A central (or computerised) reservation system that controls and maintains the reservations for several hotels in one location, and automatically redirects the reservation to the required hotel.



The majority of hotel groups belong to one or more Central Reservation Systems

A central reservation system is composed of a central reservation office, member hotels connected together via communication devices, and potential guests.

It exchanges room availability information with members hotel.

Central Reservation Office [CRO] offers its services via a 24-hours toll free telephone number(s) [Example, 1800……..].

On return, central reservation offices charges a fee for the utilization of its services which might take the form of a flat fee and a variable fee, or a flat percentage of potential room revenue, actual room revenue, and/or Rooms Division gross profit…

Global Distribution Systems (GDS)

Computerized system by which reservation-related information is stored and retrieved for multiple organizations.

Global Distribution Systems [GDS] System including several Central Reservation Offices connected to each other.

Selling hotel rooms is accomplished by connecting the hotel reservation system with the GDS system.

GDSs have become a powerful force in hotel reservation.

4. Maintenance of Reservation Records

Reservation Transaction Report Commission Agent Report Revenue Forecast Report Expected Arrival & Departure Report

Reservation Transaction Report

This report summarise daily reservation activity in terms of reservation record creation, modification and cancellation. Other possible reports include specialised summarised such as cancellation reports, blocked rooms report & no-show report. Commission Agent Report

This report gives the summery of booking came through travel agent (registered / nonregistered), revenue generated from travel agent and the commission amount of travel agent. Revenue Forecast Report

This report summarise total revenue for future bookings. Including guaranteed and nonguaranteed. Also give the clear picture of “Business on Books”. Expected Arrival & Departure Report

Expected arrival and departure report gives the clear picture of future hotel position.

5. Cancellation Procedure Occasional Reservation Change, or Cancellation: • Potential guests initially asking for an accommodation might make up their minds later (before arrival) and call back for a reservation modification. In fact, guests might change their arrival date, expected departure date, method of payment or call for any other item change previously confirmed in their confirmation letter or simply call to cancel their previous reservation. In such a case, if possible reservation clerks shall proceed as to satisfy guest needs. Below, are two possible examples of guest modification. The first one concerns modifying a reservation type from non-guaranteed to guaranteed. This might be because the guest's airplane schedule have changed in a way that the guest is no more certain to reach the hotel by the cancellation hour. On the other hand, the second example depicts a situation where the guest calls to cancel a reservation (both guaranteed and non-guaranteed cancellations will be discussed).

1. Modify a reservation type (from non-guaranteed to guaranteed):



• In this very case, the reservation clerk shall: a) Obtain the guest‘s name, and access the correct non-guaranteed reservation b) Obtain the guest‘s credit card type, number and expiration date, and the cardholder‘s name, and verify the validity of the credit card (Here assuming that the guest would like to guarantee via a credit card) c) Assign the guest a new reservation confirmation number, if it is the hotel‘s policy d) Complete the reservation type change from non-guaranteed to guaranteed reservation status according to additional property‘s procedures, if any

2. Reservation Cancellation: • Reservation clerks accepting a reservation cancellation shall behave in a polite, courteous and effective manner even though that reservation might make the hotel faced with unsold room(s). The main reason is that guests are doing the hotel a favor, especially under the non-guaranteed type of reservation, to communicate the hotel their cancellation to let you adjust your room availability, and try to find alternative potential guests beforehand. • When canceling a reservation, the reservation clerk shall issue and communicate a cancellation number to the guest. In accordance to confirmation numbers, cancellation numbers shall be meaningful as to be used for statistical purposes, and as to prove whether a reservation has been properly canceled according to hotel cancellation policies or not.

A) Cancellation of a non-guaranteed reservation: • In this very case the reservation clerk shall: a) Obtain guest‘s name and address b) Obtain number of reserved room(s) c) Obtain scheduled arrival and departure dates d) Obtain the reservation confirmation number, if applicable e) Access the right account, and cancel it f) Assign a cancellation number g) Suggest an alternative reservation

B) Cancellation of a guaranteed reservation: • All the above mentioned procedure applies also for the cancellation of a guaranteed reservation. Moreover, the reservation clerk shall pay attention to the following: 1. In the case of a cancellation of a credit card guaranteed reservation, the cancellation number acts as a proof of whether a certain guarantee shall be refunded to the potential guest or not. 2. In the case of advance deposit guaranteed reservation, again the cancellation number acts as a proof of whether a certain guarantee shall be refunded to the potential guest or not. 3. In the case of any other guaranteed reservation, the reservation clerk shall obtain the representative‘s coordinates and mail him/her a letter documenting the cancellation Reservation Reports: •In the reservation department, the widely used management reservation reports include: a) Reservation transaction report b) Commission agent report c) Turn away report (sometimes called the refusal report) d) Revenue forecast report Turnaway Report Tracks number of reservations refused because rooms were not available Revenue Forecast Report Multiply projected occupancy by room rates Expected Arrival, Stayover, and Departure Lists: • On a daily basis, the reservation department shall prepare the expected arrival, stayover, and departures lists and communicate them to the front office department. 1. Arrival list: List of the names, and surnames along with respective room number of the guests who are expected to arrive the next day.



2. Stay over list: List of the names, and surnames along with respective room number of the guests who are expected to continue occupy their rooms the next day. 3. Departure list: List of the names, and surnames along with respective room number of the guests who are expected to depart the next day. Processing Deposits: • Guests who decide to guarantee their reservation by paying a certain deposit to the hotel shall be informed about the procedure of sending deposits (i.e. how, when to send the deposits?). Moreover, only employees who do not have access to reservation records shall process deposits (ex: General Manager secretary or hotel's general cashier). The reason is if reservation and monetary transaction overlap, than internal control over one of the most important assets of the hotel (i.e. cash) becomes very weak. • When a hotel assigned agent receives deposit, he/she shall: a) Endorse deposit checks with the hotel stamp as soon as it is received

b) Record in the deposits received log the check number, amount, date received, guest name, arrival date, and confirmation number, if known

c) Only the log shall be sent to the reservation department Maintaining Reservation History Statistics: • The reservation department shall maintain, and update various reservation history statistics to be used in the future whenever needed (ex. to integrate statistics in a model to solve overbooking, to come up with operational ratios, to help for Rooms Division budget preparation…). The following items are some of the data that might be stored in the reservation department system: a) Number and distribution of guests by market segment, age, income, and nationality…

b) Number of expected occupied rooms

c) Reservation volumes by sources of reservation

d) Reservation volumes by types of reservation

e) Number of turn away guests with reasons of refusal Potential Reservation Problems: • While processing reservations, reservation clerks might be faced with lot of problems. Below is a tentative categorization of 4 main common problems that might be encountered:

a) Errors in a reservation record:

1. Record a wrong arrival or departure date 2. Misspell the guest‘s name or reverse it 3. Reserve for the caller instead of the guest

b) Misunderstandings due to industry jargon: 1. Confirmed versus guaranteed reservation 2. Double room versus 2 beds 3. Connecting rooms versus adjacent rooms

c) Miscommunications with external reservation systems: 1. Book a guest in the wrong hotel 2. Book a guest in the wrong city [ex: Pasadena, California versus Pasadena, Texas]

d) Central reservation system failures: 1. Fail to update central reservation system concerning room availability or to communicate rate changes in real time 2. Delays in communicating reservation requests 3. Equipment used may become technologically obsolete or inoperable.



5. Indian Railway

Type Company

Industry Railways

Founded April 16, 1853 (160 years ago)

Headquarters New Delhi, India

Area served India

Services Passenger railways

Freight services

Parcel carrier

Catering and Tourism Services

Parking lot operations

Other related services

Revenue 1256.8 billion(US$20 billion) (2012–13)

Net income 104.1 billion (US$1.7 billion) (2012–13)

Owner(s) Government of India (100%)

Employees 1.3 million (2012)

Parent Ministry of Railways through Railway Board (India)

Divisions 17 Railway Zones

Website www.indianrailways.gov.in

Introduction Indian Railways is an Indian state-owned enterprise, owned and operated by the Government of India through the Ministry of Railways. It is one of the world's largest railway networks comprising 115,000 km (71,000 mi) of track over a route of 65,000 km (40,000 mi) and 7,500 stations. As of December 2012, it transported over 25 million passengers daily (over 9 billion on an annual basis). In 2011, IR carried over 8,900 million passengers annually or more than 24 million passengers daily (roughly half of which were suburban passengers) and 2.8 million tons of freight daily. In 2011–2012 Indian Railways had revenues of INR1119848.9 million which consists of INR696759.7 million from freight and INR286455.2 million from passengers tickets.

http://en.wikipedia.org/wiki/Types_of_business_entity

http://en.wikipedia.org/wiki/New_Delhi

http://en.wikipedia.org/wiki/Passenger_railway

http://en.wikipedia.org/wiki/Freight

http://en.wikipedia.org/wiki/Parcel_carrier

http://en.wikipedia.org/wiki/Tourism_Services

http://en.wikipedia.org/wiki/Parking_lot

http://en.wikipedia.org/wiki/Net_income

http://en.wikipedia.org/wiki/Government_of_India

http://en.wikipedia.org/wiki/Holding_company

http://en.wikipedia.org/wiki/Ministry_of_Railways_(India)

http://en.wikipedia.org/wiki/Railway_Board_(India)

http://en.wikipedia.org/wiki/Division_(business)

http://www.indianrailways.gov.in/

http://en.wikipedia.org/wiki/Indian_rupee

http://en.wikipedia.org/wiki/Indian_rupee



Railways were first introduced to India in 1853 from Bombay to Thane. In 1951 the systems were

nationalised as one unit, the Indian Railways, becoming one of the largest networks in the world. IR

operates both long distance and suburban rail systems on a multi-gauge network of broad, metre and

narrow gauges. It also owns locomotive and coach production facilities at several places in India and are

assigned codes identifying their gauge, kind of power and type of operation. Its operations cover twenty

eight states and seven union territories and also provides limited international services to Nepal,

Bangladesh and Pakistan.

Indian Railways is the world's ninth largest commercial or utility employer, by number of employees,

with over 1.4 million employees. As for rolling stock, IR holds over 239,281 Freight Wagons, 59,713

Passenger Coaches and 9,549 Locomotives (43 steam, 5,197 diesel and 4,309 electric locomotives). The

trains have a 5 digit numbering system as the Indian Railways runs about 10,000 trains daily. As of 31

March 2013, 23,541 km (14,628 mi) (36%) of the total 65,000 km (40,000 mi) km route length was

electrified. Since 1960, almost all electrified sections on IR use 25,000 Volt AC traction through overhead

catenary delivery.

History

The history of rail transport in India began in the mid-nineteenth century. The core of the pressure for

building Railways In India came from London. In 1849, there was not a single kilometre of railway line in

India. A British engineer, Robert Maitland Brereton, was responsible for the expansion of the railways

from 1857 onwards. The Allahabad-Jabalpur branch line of the East Indian Railway had been opened in

June 1867. Brereton was responsible for linking this with the Great Indian Peninsula Railway, resulting in

a combined network of 6,400 km (4,000 mi). Hence it became possible to travel directly from Bombay to

Calcutta. This route was officially opened on 7 March 1870 and it was part of the inspiration for French

writer Jules Verne's book Around the World in Eighty Days. At the opening ceremony, the Viceroy Lord

Mayo concluded that “it was thought desirable that, if possible, at the earliest possible moment, the

whole country should be covered with a network of lines in a uniform system”. Map of the completed and

planned railway lines in India in 1871, thirteen years after the end of Company rule. By 1875, about £95

million were invested by British companies in India guaranteed railways. By 1880 the network had a

route mileage of about 14,500 km (9,000 mi), mostly radiating inward from the three major port cities of

Bombay, Madras and Calcutta. By 1895, India had started building its own locomotives, and in 1896 sent

engineers and locomotives to help build the Uganda Railways.

In 1900, the GIPR became a government owned company. The network spread to the modern day states

of Assam, Rajasthan and Andhra Pradesh and soon various autonomous kingdoms began to have their

own rail systems. In 1905, an early Railway Board was constituted, but the powers were formally vested

under Lord Curzon. It served under the Department of Commerce and Industry and had a government

railway official serving as chairman, and a railway manager from England and an agent of one of the



company railways as the other two members. For the first time in its history, the Railways began to make

a profit.

In 1907 almost all the rail companies were taken over by the government. The following year, the first

electric locomotive made its appearance. With the arrival of World War I, the railways were used to meet

the needs of the British outside India. With the end of the war, the railways were in a state of disrepair

and collapse.

In 1920, with the network having expanded to 61,220 km (38,040 mi), a need for central management

was mooted by Sir William Acworth. Based on the East India Railway Committee chaired by Acworth, the

government took over the management of the Railways and detached the finances of the Railways from

other governmental revenues.

The period between 1920 and 1929 was a period of economic boom; there were 41,000 mi (66,000 km)

of railway lines serving the country; the railways represented a capital value of some 687 million

sterling; and they carried over 620 million passengers and approximately 90 million tons of goods each

year. Following the Great Depression, the railways suffered economically for the next eight years. The

Second World War severely crippled the railways. Starting 1939, about 40% of the rolling stock including

locomotives and coaches was taken to the Middle East, the railways workshops were converted to

ammunitions workshops and many railway tracks were dismantled to help the Allies in the war. By 1946

all rail systems had been taken over by the government.

Indian Railway Zone

Indian Railways is divided into several zones, which are further sub-divided into divisions. The number

of zones in Indian Railways increased from six to eight in 1951, nine in 1952 and sixteen in 2003 and

now seventeen. Each zonal railway is made up of a certain number of divisions, each having a divisional

headquarters. There are a total of sixty-eight divisions.

Each of the seventeen zones is headed by a general manager who reports directly to the Railway Board.

The zones are further divided into divisions under the control of divisional railway managers (DRM). The

divisional officers of engineering, mechanical, electrical, signal and telecommunication, accounts,

personnel, operating, commercial, security and safety branches report to the respective Divisional

Manager and are in charge of operation and maintenance of assets. Further down the hierarchy tree are

the station masters who control individual stations and the train movement through the track territory

under their stations' administration.

Sl.No Name Date Established

Route km

Headquarters Divisions

1. Central CR 5thNovember 1951

3905 Mumbai Mumbai, Bhusawal, Pune, Solapur, Nagpur

2. EastCentral ECR 01-Oct-02 3628 Hajipur Danapur, Dhanbad, Mughalsarai, Samastipur, Sonpur

3. East Coast ECoR 01-Apr-03 2677 Bhubaneswar Khurda Road, Sambalpur and Waltair (Visakhapatnam)

4. Eastern ER Apr-52 2414 Kolkata Howrah,Sealdah,Asansol,Malda

Sealdah

5. North Central NCR 01-Apr-03 3151 Allahabad Allahabad, Agra, Jhansi



6. North Eastern NER 1952 3667 Gorakhpur Izzatnagar, Lucknow, Varanasi

7. North Western NWR

01-Oct-02 5459 Jaipur Jaipur, Ajmer, Bikaner, Jodhpur

8. Northeast Frontier NFR

15-Jan-58 3907 Guwahati Alipurduar, Katihar, Rangia, Lumding, Tinsukia

9. Northern NR 14-Apr-52 6968 Delhi Delhi, Ambala, Firozpur, Lucknow,

10. South Central SCR 02-Oct-66 5803 Secunderabad Vijayawada, Hyderabad, Guntakal, Guntur, Nanded, Secunderabad

11. South East Central SECR

01-Apr-03 2447 Bilaspur Bilaspur, Raipur, Nagpur

12. South Eastern SER 1955 2631 Kolkata Adra, Chakradharpur, Kharagpur, Ranchi

13. South Western SWR

01-Apr-03 3177 Hubli Hubli, Bangalore, Mysore

14. Southern SR 14-Apr-51 5098 Chennai Chennai, Trichy, Madurai, Salem, Palakkad

15. West Central WCR 01-Apr-03 2965 Jabalpur Jabalpur, Bhopal, Kota

16. Western WR 05-Nov-51 6182 Mumbai Mumbai Central, Ratlam, Ahmedabad, Rajkot, Bhavnagar, Vadodara

Track and gauge

Indian railways uses four gauges, the 1,676 mm (5 ft 6 in) broad gauge which is wider than the 1,435 mm

(4 ft 8 1⁄2 in) standard gauge; the 1,000 mm (3 ft 3 3⁄8 in) metre gauge; and two narrow gauges, 762

mm (2 ft 6 in) and 610 mm (2 ft). Track sections are rated for speeds ranging from 75 to 160 km/h (47 to

99 mph).

The total length of track used by Indian Railways is about 115,000 km (71,000 mi) while the total route

length of the network is 65,000 km (40,000 mi). About 23,541 km (14,628 mi) or 36% of the route-

kilometre was electrified as on 31 March 2013.[4]

Narrow Gauge Train at Rajim, Chhattisgarh

Indian gauge is the predominant gauge used by Indian Railways.

Broad gauge is the predominant gauge used by Indian Railways. Indian broad gauge—1,676 mm (5 ft 6

in)—is the most widely used gauge in India with 105,000 km (65,000 mi) of track length (91% of entire

track length of all the gauges) and 56,000 km (35,000 mi) of route-kilometre (86% of entire route-

kilometre of all the gauges).

In some regions with less traffic, the metre gauge (1,000 mm/3 ft 3 3⁄8 in) is common, although the

Unigauge project is in progress to convert all tracks to broad gauge. The metre gauge has about 8,000 km

(5,000 mi) of track length (7% of entire track length of all the gauges) and 7,000 km (4,300 mi) of route-

kilometre (10% of entire route-kilometre of all the gauges).

The Narrow gauges are present on a few routes, lying in hilly terrains and in some erstwhile private railways (on cost considerations), which are usually difficult to convert to broad gauge. Narrow gauges



have 2,000 route-kilometre. The Kalka-Shimla Railway, the Kangra Valley Railway and the Darjeeling Himalayan Railway are three notable hill lines that use narrow gauge, but the Nilgiri Mountain Railway is a metre gauge track. These four rail lines will not be converted under the Unigauge project. The share of broad gauge in the total route-kilometre has been steadily rising, increasing from 47% (25,258 route-km) in 1951 to 86% in 2012 whereas the share of metre gauge has declined from 45% (24,185 route-

km) to 10% in the same period and the share of narrow gauges has decreased from 8% to 3%. About 21,500 route-km of Indian railways is electrified. Sleepers (ties) are made up of prestressed concrete, or steel or cast iron

posts, though teak sleepers are still in use on a

few older lines. The prestressed concrete

sleeper is in wide use today. Metal sleepers

were extensively used before the advent of concrete sleepers. Indian

Railways divides the country into four zones on the basis of the range of

track temperature. The greatest temperature variations occur in Rajasthan.

Trains are classified by their average speed. A faster train has fewer stops ("halts") than a slower one and usually caters to long-distance travel.

Rank Train Description

1 Duronto Express

These are the non-stop (except for operational stops) point to point rail services introduced for the first time in 2009. They connect the metros and major state capitals of India and are faster than Rajdhani Express. They provide first AC, two-tier AC and three-tier AC accommodation. Some of them provide Sleeper Class accommodation.

2 Rajdhani Express

These are air-conditioned trains linking major cities to New Delhi. They have high priority and are one of the fastest trains in India, travelling at about 130 km/h (82 mph). They have only a few stops.

3 Shatabdi Express

The Shatabdi trains are air-conditioned intercity trains for travel during day. They have seats and executive class seats. Some of them 3-tier AC berths. They are the fastest trains in India, travelling at about 144 km/h.

4 Garib Rath

Air-conditioned no-frills trains with seats and 3-tier Economy AC berths. The maximum speed is 130 km/h.

5 Jan Shatabdi Express

Jan Shatabdi Express are a more affordable variety of the Shatabdi Express, which have both AC and non-AC classes. The maximum speed is 130 km/h.

6 Intercity Superfast Express/Mail

These are trains that have an average speed greater than 80 km/h (50 mph). Tickets for these trains have an additional superfast surcharge.

7 Express

These are the most common kind of trains in India. They have more stops than their super-fast counterparts, but they stop only at relatively important intermediate stations.

8 Passenger and Fast Passenger

These are slow trains that stop at most stations along the route and are the cheapest trains. The trains generally have unreserved seating

http://en.wikipedia.org/wiki/Duronto_Express

http://en.wikipedia.org/wiki/Duronto_Express

http://en.wikipedia.org/wiki/Rajdhani_Express

http://en.wikipedia.org/wiki/Rajdhani_Express

http://en.wikipedia.org/wiki/Shatabdi_Express

http://en.wikipedia.org/wiki/Shatabdi_Express

http://en.wikipedia.org/wiki/Garib_Rath

http://en.wikipedia.org/wiki/Jan_Shatabdi_Express

http://en.wikipedia.org/wiki/Jan_Shatabdi_Express

http://en.wikipedia.org/wiki/Superfast/Mail_Trains_in_India



http://en.wikipedia.org/wiki/Express_Trains_in_India

http://en.wikipedia.org/wiki/Passenger_train

http://en.wikipedia.org/wiki/Fast_Passenger



accommodation but some night trains have sleeper and 3-tier AC compartments.

9 Suburban trains

These trains operate in the urban areas of Mumbai, Delhi, Kolkata, Chennai, Hyderabad, Pune and between Kanpur & Lucknow, usually stop at all stations and have unreserved seating accommodation.

10 Metros and Monorails

These trains are designed for city transport in metro cities of India.

The following table lists the classes in operation. A train may not have all these classes.

Class Description

1A First class AC: This is the most expensive class, where the fares are almost at par with air

fare. There are eight cabins (including two coupes) in the full AC First Class coach and

three cabins (including one coupe) in the half AC First Class coach. The coach has an

attendant to help the passengers. Bedding is included with the fare in IR. This air

conditioned coach is present only on popular routes and can carry 18 passengers (full

coach) or 10 passengers (half coach). The sleeper berths are extremely wide and

spacious. The coaches are carpeted, have sleeping accommodation and have privacy

features like personal coupes. This class is available on broad gauge and metre gauge

trains.

2A AC-Two tier: These air-conditioned coaches have sleeping berths across eight bays.

Berths are usually arranged in two tiers in bays of six, four across the width of the coach

and two berths longways on the other side of the corridor, with curtains along the

gangway or corridor. Bedding is included with the fare. A broad gauge coach can carry 48

passengers (full coach) or 20 passengers (half coach). This class is available on broad

gauge and metre gauge trains.

FC First class: Same as 1AC but without air conditioning. No bedding is available in this

class. The berths are wide and spacious. There is a coach attendant to help the

passengers. This class has been phased out on most of the trains and is rare to find.

However narrow gauge trains to hill stations have this class.

3A AC three tier: Air conditioned coaches with 64 sleeping berths. Berths are usually

arranged as in 2AC but with three tiers across the width and two longways as before

giving eight bays of eight. They are slightly less well-appointed, usually no reading lights

or curtained off gangways. Bedding is included with fare. It carries 64 passengers in

broad gauge. This class is available only on broad gauge.

3E AC three tier (Economy): Air conditioned coaches with sleeping berths, present in Garib

Rath Trains. Berths are usually arranged as in 3AC but with three tiers across the width

and three longways. They are slightly less well-appointed, usually no reading lights or

curtained off gangways. Bedding is not included with fare.

CC AC chair car: An air-conditioned seater coach with a total of five seats in a row used for

http://en.wikipedia.org/wiki/Suburban_rail_in_India

http://en.wikipedia.org/wiki/Suburban_rail_in_India

http://en.wikipedia.org/wiki/Mumbai

http://en.wikipedia.org/wiki/Delhi

http://en.wikipedia.org/wiki/Kolkata

http://en.wikipedia.org/wiki/Chennai

http://en.wikipedia.org/wiki/Hyderabad,_India

http://en.wikipedia.org/wiki/Pune

http://en.wikipedia.org/wiki/Kanpur

http://en.wikipedia.org/wiki/Lucknow

http://en.wikipedia.org/wiki/Rapid_transit_in_India

http://en.wikipedia.org/wiki/Rapid_transit_in_India



day travel between cities.

EC Executive class chair car: An air-conditioned coach with large spacious seats and

legroom. It has a total of four seats in a row used for day travel between cities. This class

of travel is only available on Shatabdi Express trains.

SL Sleeper class: The sleeper class is the most common coach on IR, and usually ten or

more coaches could be attached. These are regular sleeping coaches with three berths

vertically stacked. In broad gauge, it carries 72 passengers per coach.

2S Seater class: same as AC Chair car, but with bench style seats and without the air-

conditioning. These may be reserved in advance or may be unreserved.

UR Unreserved: The cheapest accommodation. The seats are usually made up of pressed

wood in older coaches but cushioned seats are found in new coaches. These coaches are

usually over-crowded and a seat is not guaranteed. Tickets are issued in advance for a

minimum journey of more than 24 hours. Tickets issued are valid on any train on the

same route if boarded within 24 hours of buying the ticket.



6. Indian State and Capital

Sl. No State Capital

1 Andhra Pradesh Hyderabad

2 Arunachal Pradesh Itanagar

3 Assam Dispur

4 Bihar Patna

5 Chhattisgarh Raipur

6 Goa Panaji

7 Gujarat Gandhinagar

8 Haryana Chandigarh

9 Himachal Pradesh Shimla

10 Jammu and KashmirSrinagar (summer), Jammu

(winter)

11 Jharkhand Ranchi

12 Karnataka Bengaluru

13 Kerala Thiruvananthapuram

14 Madhya Pradesh Bhopal

15 Maharashtra Mumbai

16 Manipur Imphal

17 Meghalaya Shillong

18 Mizoram Aizawl

19 Nagaland Kohima

20 Orissa Bhubaneswar

21 Punjab Chandigarh

22 Rajasthan Jaipur

23 Sikkim Gangtok

24 Tamil Nadu Chennai

25 Tripura Agartala

26 Uttar Pradesh Lucknow

27 Uttarakhand Dehradun

28 West Bengal Kolkata

S.no Union Territories Capital

1Andaman and Nicobar

IslandsPort Blair

2 Chandigarh Chandigarh

3 Dadar and Nagar Haveli Silvassa

4 Daman and Diu Daman

5 Delhi Delhi

6 Lakshadweep Kavaratti

7 Pondicherry Pondicherry



7. Country, Capital & Currency Sl. No. Country Capital Currency

1 Afghanistan Kabul Afghani

2 Algeria Algiers Dinar

3 Antigua and Barbuda St. John's East Caribbean Dollar

4 Argentina Buenos Aires Peso

5 Australia Canberra Australian dollar

6 Austria Vienna Euro

7 Bahrain Manama Bahraini dinar

8 Bangladesh Dhaka Taka

9 Barbados Bridgetown Barbadian Dollar

10 Belgium Brussels Euro

11 Bermuda Hamilton Bermudian Dollar

12 Bhutan Thimphu Bhutanese ngultrum

13 Brazil Brasília Real

14 Canada Ottawa Canadian Dollar

15 Chile Santiago Peso

16 China Beijing Renminbi (yuan)

17 Colombia Bogotá Peso

18 Costa Rica San José Costa Rican colon

19 Cuba Havana Cuban peso

20 Czech Republic Prague Czech koruna

21 Democratic Republic of

the Congo (Congo-Kinshasa)

Kinshasa Congolese franc

22 Denmark Copenhagen Danish krone[a]

23 Egypt Cairo Egyptian pound

24 Finland Helsinki Euro

25 France Paris Euro

26 Germany Berlin Euro

27 Greece Athens Euro

28 Guyana Georgetown Guyanese dollar

29 Hong Kong Special administrative region of China Hong Kong dollar

30 Hungary Budapest Forint

31 India New Delhi Indian Rupee

32 Indonesia Jakarta Rupiah

12 Iran Tehran Rial

34 Iraq Baghdad Iraqi dinar

35 Ireland Dublin Euro

36 Italy Rome Euro

37 Ivory Coast Yamoussoukro CFA franc

38 Jamaica Kingston Jamaican Dollar

39 Japan Tokyo Yen

40 Kenya Nairobi Kenyan shilling

41 Kuwait Kuwait City Kuwaiti dinar

42 Lebanon Beirut Lebanese pound

43 Liberia Monrovia Liberian dollar

44 Madagascar Antananarivo Malagasy ariary

45 Malaysia Kuala Lumpur Ringgit

46 Maldives Malé Maldivian rufiyaa

http://en.wikipedia.org/wiki/Afghanistan

http://en.wikipedia.org/wiki/Kabul

http://en.wikipedia.org/wiki/Afghan_afghani

http://en.wikipedia.org/wiki/Algeria

http://en.wikipedia.org/wiki/Algiers

http://en.wikipedia.org/wiki/Dinar

http://en.wikipedia.org/wiki/Antigua_and_Barbuda

http://en.wikipedia.org/wiki/St._John%27s,_Antigua_and_Barbuda

http://en.wikipedia.org/wiki/East_Caribbean_Dollar

http://en.wikipedia.org/wiki/Argentina

http://en.wikipedia.org/wiki/Buenos_Aires

http://en.wikipedia.org/wiki/Peso

http://en.wikipedia.org/wiki/Australia

http://en.wikipedia.org/wiki/Canberra

http://en.wikipedia.org/wiki/Australian_dollar

http://en.wikipedia.org/wiki/Austria

http://en.wikipedia.org/wiki/Vienna

http://en.wikipedia.org/wiki/Euro

http://en.wikipedia.org/wiki/Bahrain

http://en.wikipedia.org/wiki/Manama

http://en.wikipedia.org/wiki/Bahraini_dinar

http://en.wikipedia.org/wiki/Bangladesh

http://en.wikipedia.org/wiki/Dhaka

http://en.wikipedia.org/wiki/Taka

http://en.wikipedia.org/wiki/Barbados

http://en.wikipedia.org/wiki/Bridgetown

http://en.wikipedia.org/wiki/Barbadian_Dollar

http://en.wikipedia.org/wiki/Belgium

http://en.wikipedia.org/wiki/Brussels


http://en.wikipedia.org/wiki/Bermuda

http://en.wikipedia.org/wiki/Hamilton,_Bermuda

http://en.wikipedia.org/wiki/Bermudian_Dollar

http://en.wikipedia.org/wiki/Bhutan

http://en.wikipedia.org/wiki/Thimphu

http://en.wikipedia.org/wiki/Bhutanese_ngultrum

http://en.wikipedia.org/wiki/Brazil

http://en.wikipedia.org/wiki/Bras%C3%ADlia

http://en.wikipedia.org/wiki/Brazilian_real

http://en.wikipedia.org/wiki/Canada

http://en.wikipedia.org/wiki/Ottawa

http://en.wikipedia.org/wiki/Canadian_Dollar

http://en.wikipedia.org/wiki/Chile

http://en.wikipedia.org/wiki/Santiago,_Chile


http://en.wikipedia.org/wiki/People%27s_Republic_of_China

http://en.wikipedia.org/wiki/Beijing

http://en.wikipedia.org/wiki/Renminbi

http://en.wikipedia.org/wiki/Colombia

http://en.wikipedia.org/wiki/Bogot%C3%A1


http://en.wikipedia.org/wiki/Costa_Rica

http://en.wikipedia.org/wiki/San_Jos%C3%A9,_Costa_Rica

http://en.wikipedia.org/wiki/Costa_Rican_colon

http://en.wikipedia.org/wiki/Cuba

http://en.wikipedia.org/wiki/Havana

http://en.wikipedia.org/wiki/Cuban_peso

http://en.wikipedia.org/wiki/Czech_Republic

http://en.wikipedia.org/wiki/Prague

http://en.wikipedia.org/wiki/Czech_koruna

http://en.wikipedia.org/wiki/Democratic_Republic_of_the_Congo



http://en.wikipedia.org/wiki/Kinshasa

http://en.wikipedia.org/wiki/Congolese_franc

http://en.wikipedia.org/wiki/Denmark

http://en.wikipedia.org/wiki/Copenhagen

http://en.wikipedia.org/wiki/Egypt

http://en.wikipedia.org/wiki/Cairo

http://en.wikipedia.org/wiki/Egyptian_pound

http://en.wikipedia.org/wiki/Finland

http://en.wikipedia.org/wiki/Helsinki


http://en.wikipedia.org/wiki/France

http://en.wikipedia.org/wiki/Paris


http://en.wikipedia.org/wiki/Germany

http://en.wikipedia.org/wiki/Berlin


http://en.wikipedia.org/wiki/Greece

http://en.wikipedia.org/wiki/Athens


http://en.wikipedia.org/wiki/Guyana

http://en.wikipedia.org/wiki/Georgetown,_Guyana

http://en.wikipedia.org/wiki/Guyanese_dollar

http://en.wikipedia.org/wiki/Hong_Kong

http://en.wikipedia.org/wiki/Special_Administrative_Region_of_the_People%27s_Republic_of_China

http://en.wikipedia.org/wiki/Hong_Kong_dollar

http://en.wikipedia.org/wiki/Hungary

http://en.wikipedia.org/wiki/Budapest

http://en.wikipedia.org/wiki/Hungarian_forint

http://en.wikipedia.org/wiki/India

http://en.wikipedia.org/wiki/New_Delhi

http://en.wikipedia.org/wiki/Indian_Rupee

http://en.wikipedia.org/wiki/Indonesia

http://en.wikipedia.org/wiki/Jakarta

http://en.wikipedia.org/wiki/Rupiah

http://en.wikipedia.org/wiki/Iran

http://en.wikipedia.org/wiki/Tehran

http://en.wikipedia.org/wiki/Iranian_rial

http://en.wikipedia.org/wiki/Iraq

http://en.wikipedia.org/wiki/Baghdad

http://en.wikipedia.org/wiki/Iraqi_dinar

http://en.wikipedia.org/wiki/Republic_of_Ireland

http://en.wikipedia.org/wiki/Dublin


http://en.wikipedia.org/wiki/Italy

http://en.wikipedia.org/wiki/Rome


http://en.wikipedia.org/wiki/C%C3%B4te_d%27Ivoire

http://en.wikipedia.org/wiki/Yamoussoukro

http://en.wikipedia.org/wiki/CFA_franc

http://en.wikipedia.org/wiki/Jamaica

http://en.wikipedia.org/wiki/Kingston,_Jamaica

http://en.wikipedia.org/wiki/Jamaican_Dollar

http://en.wikipedia.org/wiki/Japan

http://en.wikipedia.org/wiki/Tokyo

http://en.wikipedia.org/wiki/Yen

http://en.wikipedia.org/wiki/Kenya

http://en.wikipedia.org/wiki/Nairobi

http://en.wikipedia.org/wiki/Kenyan_shilling

http://en.wikipedia.org/wiki/Kuwait

http://en.wikipedia.org/wiki/Kuwait_City

http://en.wikipedia.org/wiki/Kuwaiti_dinar

http://en.wikipedia.org/wiki/Lebanon

http://en.wikipedia.org/wiki/Beirut

http://en.wikipedia.org/wiki/Lebanese_pound

http://en.wikipedia.org/wiki/Liberia

http://en.wikipedia.org/wiki/Monrovia

http://en.wikipedia.org/wiki/Liberian_dollar

http://en.wikipedia.org/wiki/Madagascar

http://en.wikipedia.org/wiki/Antananarivo

http://en.wikipedia.org/wiki/Malagasy_ariary

http://en.wikipedia.org/wiki/Malaysia

http://en.wikipedia.org/wiki/Kuala_Lumpur

http://en.wikipedia.org/wiki/Ringgit

http://en.wikipedia.org/wiki/Maldives

http://en.wikipedia.org/wiki/Mal%C3%A9

http://en.wikipedia.org/wiki/Maldivian_rufiyaa



47 Mauritius Port Louis Mauritian rupee

48 Mexico Mexico City Mexican peso

49 Mozambique Maputo Mozambican metical

50 Namibia Windhoek Namibian dollar

51 Nepal Kathmandu Nepalese rupee

52 New Zealand Wellington New Zealand Dollar

53 Nigeria Abuja Naira

54 Norway Oslo Norwegian krone

55 Oman Muscat Rial

56 Pakistan Islamabad Pakistani Rupee

57 Panama Panama City United States Dollar

58 Paraguay Asunción Guaraní

59 Qatar Doha Riyal

60 Romania Bucharest Romanian leu

61 Russia Moscow Russian ruble

62 Saudi Arabia Riyadh Saudi riyal

63 Somalia Mogadishu Somali shilling

64 South Africa Cape Town (legislative) South African rand

65 South Korea Seoul South Korean won

66 South Sudan Juba South Sudanese pound

67 Spain Madrid Euro

68 Sri Lanka Sri Jayawardenapura Kotte Sri Lankan rupee

69 Sudan Khartoum Sudanese pound

70 Swaziland Mbabane (administrative) Lilangeni

71 Sweden Stockholm Swedish krona

72 Switzerland Bern Swiss franc

73 Tanzania Dodoma (official) Tanzanian shilling

74 Thailand Bangkok Baht

75 Tunisia Tunis Tunisian dinar

76 Turkey Ankara Turkish lira

77 Uganda Kampala Ugandan shilling

78 United Arab Emirates Abu Dhabi UAE dirham

79 United Kingdom London Pound sterling

80 United States Washington, D.C. United States Dollar

81 Uruguay Montevideo Uruguayan peso

82 Zimbabwe Harare various

http://en.wikipedia.org/wiki/Mauritius

http://en.wikipedia.org/wiki/Port_Louis

http://en.wikipedia.org/wiki/Mauritian_rupee

http://en.wikipedia.org/wiki/Mexico

http://en.wikipedia.org/wiki/Mexico_City

http://en.wikipedia.org/wiki/Mexican_peso

http://en.wikipedia.org/wiki/Mozambique

http://en.wikipedia.org/wiki/Maputo

http://en.wikipedia.org/wiki/Mozambican_metical

http://en.wikipedia.org/wiki/Namibia

http://en.wikipedia.org/wiki/Windhoek

http://en.wikipedia.org/wiki/Namibian_dollar

http://en.wikipedia.org/wiki/Nepal

http://en.wikipedia.org/wiki/Kathmandu

http://en.wikipedia.org/wiki/Nepalese_rupee

http://en.wikipedia.org/wiki/New_Zealand

http://en.wikipedia.org/wiki/Wellington

http://en.wikipedia.org/wiki/New_Zealand_Dollar

http://en.wikipedia.org/wiki/Nigeria

http://en.wikipedia.org/wiki/Abuja

http://en.wikipedia.org/wiki/Naira

http://en.wikipedia.org/wiki/Norway

http://en.wikipedia.org/wiki/Oslo

http://en.wikipedia.org/wiki/Norwegian_krone

http://en.wikipedia.org/wiki/Oman

http://en.wikipedia.org/wiki/Muscat,_Oman

http://en.wikipedia.org/wiki/Omani_rial

http://en.wikipedia.org/wiki/Pakistan

http://en.wikipedia.org/wiki/Islamabad

http://en.wikipedia.org/wiki/Pakistani_Rupee

http://en.wikipedia.org/wiki/Panama

http://en.wikipedia.org/wiki/Panama_City

http://en.wikipedia.org/wiki/United_States_Dollar

http://en.wikipedia.org/wiki/Paraguay

http://en.wikipedia.org/wiki/Asunci%C3%B3n

http://en.wikipedia.org/wiki/Paraguayan_guaran%C3%AD

http://en.wikipedia.org/wiki/Qatar

http://en.wikipedia.org/wiki/Doha

http://en.wikipedia.org/wiki/Qatari_riyal

http://en.wikipedia.org/wiki/Romania

http://en.wikipedia.org/wiki/Bucharest

http://en.wikipedia.org/wiki/Romanian_leu

http://en.wikipedia.org/wiki/Russia

http://en.wikipedia.org/wiki/Moscow

http://en.wikipedia.org/wiki/Russian_ruble

http://en.wikipedia.org/wiki/Saudi_Arabia

http://en.wikipedia.org/wiki/Riyadh

http://en.wikipedia.org/wiki/Saudi_riyal

http://en.wikipedia.org/wiki/Somalia

http://en.wikipedia.org/wiki/Mogadishu

http://en.wikipedia.org/wiki/Somali_shilling

http://en.wikipedia.org/wiki/South_Africa

http://en.wikipedia.org/wiki/Cape_Town

http://en.wikipedia.org/wiki/South_African_rand

http://en.wikipedia.org/wiki/South_Korea

http://en.wikipedia.org/wiki/Seoul

http://en.wikipedia.org/wiki/South_Korean_won

http://en.wikipedia.org/wiki/South_Sudan

http://en.wikipedia.org/wiki/Juba

http://en.wikipedia.org/wiki/South_Sudanese_pound

http://en.wikipedia.org/wiki/Spain

http://en.wikipedia.org/wiki/Madrid


http://en.wikipedia.org/wiki/Sri_Lanka

http://en.wikipedia.org/wiki/Sri_Jayawardenapura_Kotte

http://en.wikipedia.org/wiki/Sri_Lankan_rupee

http://en.wikipedia.org/wiki/Sudan

http://en.wikipedia.org/wiki/Khartoum

http://en.wikipedia.org/wiki/Sudanese_pound

http://en.wikipedia.org/wiki/Swaziland

http://en.wikipedia.org/wiki/Mbabane

http://en.wikipedia.org/wiki/Lilangeni

http://en.wikipedia.org/wiki/Sweden

http://en.wikipedia.org/wiki/Stockholm

http://en.wikipedia.org/wiki/Swedish_krona

http://en.wikipedia.org/wiki/Switzerland

http://en.wikipedia.org/wiki/Bern

http://en.wikipedia.org/wiki/Swiss_franc

http://en.wikipedia.org/wiki/Tanzania

http://en.wikipedia.org/wiki/Dodoma

http://en.wikipedia.org/wiki/Tanzanian_shilling

http://en.wikipedia.org/wiki/Thailand

http://en.wikipedia.org/wiki/Bangkok

http://en.wikipedia.org/wiki/Baht

http://en.wikipedia.org/wiki/Tunisia

http://en.wikipedia.org/wiki/Tunis

http://en.wikipedia.org/wiki/Tunisian_dinar

http://en.wikipedia.org/wiki/Ankara

http://en.wikipedia.org/wiki/Turkish_lira

http://en.wikipedia.org/wiki/Uganda

http://en.wikipedia.org/wiki/Kampala

http://en.wikipedia.org/wiki/Ugandan_shilling

http://en.wikipedia.org/wiki/United_Arab_Emirates

http://en.wikipedia.org/wiki/Abu_Dhabi

http://en.wikipedia.org/wiki/UAE_dirham

http://en.wikipedia.org/wiki/United_Kingdom

http://en.wikipedia.org/wiki/London

http://en.wikipedia.org/wiki/Pound_sterling

http://en.wikipedia.org/wiki/United_States

http://en.wikipedia.org/wiki/Washington,_D.C.

http://en.wikipedia.org/wiki/United_States_Dollar

http://en.wikipedia.org/wiki/Uruguay

http://en.wikipedia.org/wiki/Montevideo

http://en.wikipedia.org/wiki/Uruguayan_peso

http://en.wikipedia.org/wiki/Zimbabwe

http://en.wikipedia.org/wiki/Harare



8. International And Domestic Airlines

front office operation i, sem ii

Education