NAME: SHRUTI PATIL.

COURSE: AHTM.

BATCH: FIVT (H-1).

ASSESSOR NAME: MR. DATTARAM SIR.

 ACKNOWLEDGEMENT

THE SUCCESS AND FINAL OUTCOME OFTHIS PROJECT REQUIRED A

LOT OF GUIDANCE ALONG WITH ASSISTANCE AND I AM
EXTREMELY PRIVILEGED TO HAVE GOT THIS ALL ALONG THE
COMPLETION OF MY PROJECT.

I OWE MY DEEP GRATITUDE TO OUR PROJECT GUIDE AND

ASSESSOR, WHO TOOK KEEN INTREST ON OUR PROJECT WORK AND
GUIDED US ALONG THE COMPLETION BY PROVIDING ALL THE
NECESSARY INFORMATION FOR DEVELOPING A GOOD SYSTEM
HOSPITALITY ASSIGNMENT
(LO-1).

TOPIC- SELECT TWO RENOWNED

CHAINS OF HOTELS(ONE DEOMESTIC
AND ONE INTERNATIONAL)AND
TRACE ITS HISTORY RIGHT FROM
THE TIME OF ITS INCEPTION.
DEOMESTIC CHAINS OF HOTELS.

ITC WELCOMGROUP OF HOTELS IN INDIA.

THE ITC WELCOMGROUP HOTELS ELEVATE THE INDIAN STANDARDS
IN 41 BUSINESS AND TOURIST DESTINATIONS ALL OVER THE COUNTRY
INCLUDING 8-IC-WELCOMGROUP SHERATON HOTELS,INDIA’S LEADING
CHAIN OF LUXURY HOTELS IN ASSOCIATION WITH SHERATON HOTELS
WORLDWIDE,GIVES THE GLOBAL TRAVELER,THE BEST OF EAST AND
WEST: TRADITIONAL INDIAN HOSPITALITY WITH CONTEMPORARY
INTERNATIONAL STANDARDS.
HISTORY

ITC HOTELS IS INDIA’S SECOND

LARGEST HOTEL CHAIN WITH
OVER 200 HOTELS.BASED IN THE
HOTELS DIVISION
HEADQUATERS AT THE ITC
GREEN CENTRE IN
GURGAON,NEW DELHI,ITC
HOTELS IS ALSO THE EXCLUSIVE
FRANCHISEE OF THE LUXURY
COLLECTION BRAND OF
STARWOOD HOTEL AND
RESORTS IN INDIA.IT IS THE
PART OF THE ITC
LIMITED(FORMERLY INDIA
TOBACCO COMPANY) GROUP OF
COMPANIES.ITC HOTELS IS
REGULARLY VOTED AMONGST
THE BEST EMPLOYERS IN ASIA
IN THE HOSPITALITY SECTOR.
THE MAIN HOTELS OF ITC WELCOMGROUP ARE:

ITC-WELCOMGROUP SHERATON
HOTEL.
MUGHAL SHERATON,AGRA.

ITC HOTEL WINDSOR

SHERATON &
TOWERS,BANGALORE CHOLE SHERATON,CHENNAI
ITC HOTELS KAKATIYA SHERATON
& TOWERS,HYDERABAD.

RAJPUTANA PALACE
SHERATON,JAIPUR

ITC HOTEL MAURYA SHERATON &

TOWERS,NEW DELHI.
INTERNATIONAL CHAINS OF
HOTELS

THE OBEROI GROUP OF HOTELS

 THE LEADING OBEROI CHAIN OF HOTELS ARE:

HOTEL AMARVILAS,AGRA. THE OBEROI,MUMBAI.

OBEROI MAIDENS HOTEL,DELHI RAJVILAS RESORT,JAIPUR.

A revenue center is one of the five divisions of a responsibility center – cost center,
revenue center, profit center, contribution center and investment center. Cost centers,
like revenue centers, only monitor costs, thereby making them a counterpart to the
revenue center. Revenue centers only measure the output (in fiscal standings) and are
therefore marketing establishments which are exempt from profit generation and
accountability thereof. In a revenue center performance is measured by comparing
actual sales to projected ones (as well as number of sales or revenue per time scale).
Quota and budget comparisons are also used as a performance indicator.
A revenue center has costs, however to the manager of a revenue center this is of little
importance as revenue is his sole performance indicator. Not all costs are ignored in a
revenue center. For example, the manager of a revenue center is responsible for the
expenses of his department (such as maintenance costs). In a sales office (the most
widespread example of a revenue center), maintenance costs can be construed as rent,
salaries, taxes and security. However, any costs related to product sale and
manufacturing are not included in such expenses. A revenue center becomes a profit
center if the latter is encompassed, thus making a profit center a blend of both a cost
and revenue center.
.
HOSPITALITY ASSIGNMENT
(LO-2).
TOPIC- TELEPHONE ETIQUETTES.
1. Always identify yourself at the beginning of all calls.
A) When in the office, always answer a telephone by saying: “Hello/Good
Morning, Accounting Department, Syndi Seid speaking.”
B) From a cell phone, either simply say Hello, or state your name, Hello, Syndi
Seid here. Do not answer by using words such as “yeah” or “yes.”
C) When placing a call, always state your name along with the name of the person
you are calling. Example: “Hello, my name is John Doe from XYZ
Corporation. May I please speak with Ms. Jane Smith?”
2. Be sensitive to the tone of your voice. Do not sound overly anxious,
aggressive or pushy. It is important your tone conveys authority and
confidence. Do not lean back in your chair when speaking on the telephone.
Tip: Sit up in your chair or stand during the conversation. When at home, use a
personal tape recorder to privately record your own conversations. You will then
hear how your sound to others.
3. Think through exactly what you plan to say and discuss BEFORE you place
a call.
Tip: Jot down the items you want to discuss and questions you want answered. In
other words, anticipate and expect you will be placed into a voicemail system; plan
your message to be as direct and specific as possible, asking the person to respond
to specific alternatives or questions. Do not say, “Hello, it’s Syndi, call me
back.” At least state the subject about which you want the person to call you back
about.
4. Do not allow interruptions to occur during conversations. Do not carry on side
conversations with other people around you. The person on the telephone takes
precedence over someone who happens to walk in your office or passes by while you
are on the phone.
Tip: If you must interrupt the conversation, say to the person, “Please excuse me for a
moment I’ll be right back.” And when you return, say, “Thank you for holding.”

5. Especially when leaving messages, speak clearly and slowly. Do not use broken
phrases, slang or idioms. Always, always leave your return telephone number as part
of your message, including the area code . . . and S-L-O-W-L-Y, including
REPEATING your telephone number at the end of your message.
Tip: Practice leaving your number, by saying it aloud to yourself as slow as you have
heard an informational operator say it.

6. Build the habit of always turning off your cell phone ringer when entering a
meeting, restaurant, theater, training class, or other place where the purpose of
your visit would be interrupted or others would be disturbed by hearing your cell
phone ring.
Tip: If you are expecting an important call, inform the caller you will be in a meeting
during certain times and state you will monitor your message indicator for when it
illuminates you will excuse yourself to leave the meeting and return the call.
7. Always speak into the telephone receiver
with an even and low tone of
voice. Especially when speaking on a cell
phone out in public, be sure to monitor how
loud you may be.
Tip: Move the phone ear piece just slightly
away from your ear and listen to yourself
speaking. Discover whether you are speaking
too loudly or too quietly for the other person to
hear you.

8. Do not allow yourself to be distracted by

other activities while speaking on the
telephone, such as rustling papers, chewing
and eating, working on the computer, or
speaking with someone else. Most
importantly, do not use a hand held cell phone
while driving. Get a headset or speaker phone
for the car.
Tip: Always treat every caller with the utmost
courtesy and respect by giving him/her your
undivided attention
 DO’S AND DONT’S OF TELEPHONE ETIQUETTES

.Do" Speak Clearly

Make sure that all your words are clear when you speak to the caller.
Enunciate your words while slightly smiling. Speak slowly; the person on
the other end of the phone conversation needs to understand you.

"Do" Greet Customers Appropriately

When you answer the phone, greet the customer according to the time of
day (e.g., "good morning," "good afternoon," "good evening"). Thank the
customer for calling in your initial greeting -- this invites the customer to
feel comfortable voicing a complaint or asking a question

"Do" Ask How You Can Help

Ask the customer how you can be of service when greeting them. After
listening to the customer's reason for calling -- and you can't be of
assistance -- attempt to transfer the consumer to the appropriate
department.
"Do" Listen to the Caller's Request
Listen carefully to the caller's request. Ask the customer applicable
questions to determine how you can help. Don't interrupt when the caller is
speaking.

"Do" Ask to Place the Caller on Hold

Before you place a caller on hold, ask permission first. Once you've pressed
the hold button, quickly work to address the customer's problem as quickly
as possible.

"Don't" Talk with Your Mouth Full.

Don't pick up the phone with your mouth full. This makes it difficult for the
caller to understand you -- and is frustrating-- especially if the call is urgent.
Answering the phone at work while eating gives an unprofessional
impression.
"Don't" Speak too Loudly or Softly
Answer the phone in the volume that you normally speak. Speaking softly will make it
challenging for the caller to understand what you're saying. Talking softly may confuse
the caller, unsure that he has dialed the right number. Answering the phone too loudly
sounds harsh and abrasive, which is an unappealing to the caller.

"Don't" Leave the Caller on Hold

If you have to place the caller on hold, don't leave the person calling on hold for a long
period of time. Check back every few seconds to keep the caller informed on your
progress.

"Don't" use Slang Words

Using slang or shortened words during phone conversation is inappropriate and
unprofessional. For instance, if you have to check on something for the customer, say
"just a moment," not "hold on a sec".

'Don't' Answer the Phone Casually

At home, answer the phone with "(family last name) residence"; greet the caller
according to the time of day. Instead of simply saying "hello" when answering a business
phone, state the name of the business or state the company's slogan immediately.
HOSPITALITY ASSIGNMENT
(LO-3).
TOPIC-HOUSE KEEPING DEPARTMENT
CONTRIBUTES TOWARDS EARNING
HOTEL REVENUE.
HOUSE KEEPING DEPARTMENT CONTRIBUTES TOWARDS
EARNING HOTEL REVENUE
Housekeeping is the department that deals essentially with cleanliness and
all ancillary service attached to that.

The standard plays an important role in the reputation of the hotels. One
feels comfortable only in the environment which is clean and well ordered,
so cleanliness is important for health foremost also for well being.

Accommodation in hotels tend to be the largest part of the hotel, it is the

most revenue generating department, the housekeeping department takes
care of all rooms is often largest department in hotels.

The rooms in hotels are offered as accommodation to travellers/ guest as

individual units of bedroom. Some interconnected rooms are also made
which will be helpful to the guest and families. Many hotels offer suits to
the guest.
HERE ARE SOME WAYS THROUGH WHICH HOUSEKEEPING DEPARTMENT
CAN CONTRIBUTE TO THE HOTEL REVENUE.

Reducing Marginal Costs: Major revenue share for a hotel comes from Rooms
division. Rooms are an extremely perishable product and the upkeep is of much
significance. Housekeeping constitutes about 20 to 25% of cost for rooms division. If
operations are optimised costs like unused inventory, guest & cleaning supplies,
laundry & linen, flowers, etc. can be reduced by 5 to 7% which would result in an
increase in Gross profit.
Guest Satisfaction Index: This is the primary tool for gauging the performance
of the service sector. It is that perfectly made comfortable bed, well appointed
bath and indigenously maintained interiors which will make the guest experience
memorable. This will lead to positive feedback and good reviews, minimising
complaints and understays, ensuring repeat clientele and ultimately increased
revenues.
Creating Brand Value: Besides contributing to the Net Profit after Tax,
effective Housekeeping operations will lead to establishing a standard for the
discerning guest. Thus, a Brand value will be created for the product/service.
This impeccable service by housekeeping will further promote the hotel and
reduce the cost on advertising, and promotion thus increasing profits.
Tapping Human Resource Potential: The prompt service and a minimum Minutes
Per Room (MPR) should be maintained, because of which the Front Office will be
able to deal efficiently with overbooking specially during the high occupancy periods.
Make sure that the Standard Operating Procedures (SOPs) are being followed. If the
transition of rooms from dirty to vacant is swift, the check-ins will be faster, leading
to smoother operations. Thus room sales will be maximised
Curtailing CTC: A fleet of happy employees who are delivering their best, who
are motivated and feel satisfied will stay longer with any organisation, which will
reduce the cost of hiring new employees. If the attrition rate is low, the cost of
hiring and further maintaining HR department will also further reduce.

Increasing Point of Sale Income: Housekeeping department can introduce new

and innovative ideas to increase the sale of Guest Laundry by adding that little
extra value to the service. For eg: the clean Laundry can be packaged in attractive
boxes based on the theme of the hotel and returned promptly in minimal duration
Optimising Resources & Conserving Environment: By adhering to the global
norms for conservation, preservation, solid waste management, energy efficiency,
etc., hotels will be able to not only perform the corporate responsibility but also
sustainability. These green practices will optimise operations and by applying
Reduce Recycle and Reuse, the hotel will be able to bring down the HLP costs thus
increasing revenue
Types of rooms

1. Standard Room
A standard room comes in the category of the
hotel’s cheapest room. It is a type of single
room, which has a king-size bed, or as two beds
— this room is decorated with two queen-size
beds. A standard room includes all kinds of
basic facilities such as a table, chair, desk,
cupboard, dressing table, DVD player,
television, telephone, coffee maker and a
private bathroom. Offerings other amenities in
the standard room also depend on the type of
hotel. For the example, two-star hotels can
provide slightly more than the basics. The
standard rooms of a five-star hotel include flat-
screen TVs, separate bars, expensive bath tubs
and designer interior decoration in the room.
The hotels has been equipped with all these
facilities in all standard rooms.
2. Moderate Room
Normally, this room is slightly better
than the standard room. The Moderate
Room offers a stunning view and
seamless comfort compared to the
standard rooms. It can include the semi-
double beds in the room. Each room of
moderate room can be converted into a
twin room with an extra bed. This room
is designed to stay the extra number of
people such as business or sightseeing
travelers. The room is furnished with all
luxury items such as television,
telephone, AC, DVD player, table, chair,
almirah, private stunning bathroom
(with shower, bath module and all
signature toiletries). There may be
additional amenities such as trouser
press, safety box, hair dryer, kettle and
air purifier with humidifier function etc.
3. Deluxe Room
As the name describes “Deluxe”,
in this room view, location,
advanced furnishings,
decorations and shapes are
deluxe in every way. Some hotels
include additional amenities in
these rooms such as a large
writing desk, flattering flowers,
upgraded bathroom and beautiful
bathrobes. This room maximum
comes in 4- and 5-star categories.
Their facilities also depend on
the types of hotels.
4. Suite
A suit is like a subtle apartment
inside the hotel. Apart from this, it
is also called a deluxe room. The
suit is much larger as compared to
the standard room. There are
bedrooms, living areas and
kitchens can also be there. Suits
are designed for use by merchants
and families who live in hotels for
an extended period of time. There
are two type of splendid suit to
stay, which are presidential and
executive suite. These rooms are
much spacious with excellent
views and exclusive amenities.
The suits are the most expensive
rooms than the standard room,
moderate room and family room
in the hotel.