Front Office | Solved Paper | 2016-17 | 1st Sem B.Sc HHA

Topic Wise Notes: Front Office

Please note: The answers provided below, are just for reference. Always consult your college professor if you have any queries.

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Q.1. What do you understand by tourism industry? What are its economic benefits?

Tourism is an activity that is very generic in nature and as such has no standard definition. Many people and many organizations have defined tourism in various ways. Some of the common yet important definitions can be found below.

1) Tourism is defined as “the inter-relationships arising from the interaction of a) tourists, b) the suppliers, c) the government of the host destination and d) the residents of the host area destination, in the process of affecting and catering to tourists”.

2) Tourism as a product can be defined as “An amalgam of three main components a) Attractions of the destination b) The facilities of destination and c) The accessibility of it”

3) One of the early definitions given in 1910 by an Austrian economist, ‘HERMAN SCHULLARD’ is “Tourism is the sum total of operators, mainly of an economic nature, which directly relates to entry, stay and movement of foreigners inside and outside of a certain, country, city or region”.

Importance of Tourism

1. Economic Progress

The tourism industry aids and supports foreign exchange reserves. It benefits our country in generating foreign currency. Every year a large number of tourists visit India and other places. They visit places; stay and shop in our country. All this contributes to a significant amount of foreign currency generation. Despite the global recession, Indian tourism grew 6.9 % to approximately $42 billion in the year 2010.

2. Source of Income

Tourism is a continual source of income for public & private income. The government charges various forms of tax that is called government revenue. The income generated through these taxes is the public income. The profit earned by a seller, by selling items like local artifacts, handicraft items, etc, to the tourists is called private income. Tourism also helps in employment generation. It created jobs specifically in the hotel industry, hospitality industry, service sector, entertainment, and transportation industry.

3. Development of Infrastructure

Have you ever noticed how the look and status of a place change when it is declared a tourist place? Actually, tourism aids and encourages infrastructure development by making way for dams, roads, connectivity, airport improvements, and any other activity that helps a tourist in visiting a place in a much better way!

OR Briefly introduce core areas of a five star hotel

1. House Keeping Department

The housekeeping department is responsible for the management of guest rooms and the cleanliness of all public areas of the hotel. A close liaison between housekeeping and front office is essential so that the information about a guest- rooms are kept up to date. In simple words, Housekeeping means up-keeping the house.

2. Food and Beverage Service Department

Food and beverage department are one of the main service oriented and crucial department of the hotel. It renders the services of prepared food items, beverages, and tobacco in a hospitable way to the customer as per their demand. The food and beverage department put forward the world-class service of food and drink. The services that food and beverages provide maybe a coffee shop, bars, lounges, specialty restaurants, banqueting, and room service, etc.

3. Food Production Department

A kitchen is a well designed closed area with skillful chefs and all necessary equipment, tools, and utensils liable for preparing food items as per guest orders followed by standard recipes. It is a skilled food production team that prepares food items as per the guest’s orders. It prepares food according to the menu and there are two types of menu.

4. Front Office Department

The front office department is the most visible department in a hotel. The focal point of activity within the front office is the reception desk. The reception desk is usually the place in which the guest makes the first impression of the hotel. It is also the communication center of the hotel. Since it is the first and last point of guest contact with the hotel spends a lump sum amount of money to make it look more luxurious and beautiful. We can see in most of the hotel’s front office or the entrance point of the hotel is decorated and made luxurious in every way. It is also the communication center for the hotel operation. The front office department plays an important role in the image building of a hotel.

The reception desk includes front office cashier, information, and registration section. The other section of the front office is a telephone operator, reservation, and business center. Every section of the front office has its own functions.

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Q.2. Explain classification of hotels on the basis of clientele.

Commercial Hotels

Commercial hotels are situated in the heart of the city. Mostly the businessmen or commercial executives patronize these hotels. Guest facilities at these hotels are – complimentary newspaper, color TV with cable, E-mail, fax connection, car rental, airport pick up, coffee shop, bar, specialty restaurant, swimming pool, health club, room service, concierge, business center, conference room, etc. length of stay in these hotels are from one day to few days.

Airport Hotels

These hotels are situated near the airport and are frequented by businessmen, airline passengers, layover passengers, crew members, etc. The facilities provided are similar to that of commercial hotels but the only difference is that airport pick up is provided from the hotel to the airport and vice versa. The length of stay in these hotels is from few hours to few days.

Residential Hotels

These hotels provide long term or permanent accommodation. Advance rent is collected while other charges are billed weekly. There may be a restaurant serving all types of cuisine and there will be laundry service. These hotels normally work on the European plan. Recently these types of hotels are converted into cooperative hotels or condominiums. The length of stay is from a week to one or more months.

Resort

A resort may be located in the mountains, on an island, or in some other location away from the crowded areas. Most of the resort hotels provide extensive food and beverage, valet, and room service for the vacationers. These hotels also provide special activities such as golf, tennis, horseback riding, nature hikes, sailing, skiing, swimming, and dancing, etc. resorts also try to be a destination within a destination by providing a wide range of services, facilities, and activities giving guests with many choices. A more leisurely, relaxed atmosphere distinguishes most resort hotels from their commercial counterparts. The length of stay is for one week or more.

Casino Hotels

Hotels with gambling facilities are casino hotels. Although the guest rooms and F&B operations may be quite luxurious, their function is secondary and supportive of casino operations. Similar to resort hotels these hotels also cater to leisure and vacation travelers. These hotels attract guests by promoting gambling. A recent trend in casino hotels now days is to provide a broad range of entertainment opportunities, spas, golf, tennis court. These hotels also have specialty restaurants. The length of stay is one week or more.

Conference Centers & Convention Centers

Most of the hotels provide meeting space & they also offer overnight accommodations and because meetings are their focal point these centers place great emphasis on providing all services and equipment necessary to ensure the success of a meeting – technical production assistance, high-quality audiovisual equipment, business center, flipchart, display chart and so forth. These centers also provide extensive leisure facilities like a golf course, swimming pool, tennis court, fitness center, jogging track etc.guest amenities may not be plentiful at conference centers since these centers concentrate more on fulfilling the needs of meeting planners and organizers then on meeting the needs of program attendees.

Convention hotels are another segment of the lodging industry that has grown significantly in recent years. These hotels have 50,000 sq; feet or more of exhibit hall space plus ballroom and assortment of meeting rooms. These hotels also have sufficient no. Of guestrooms to accommodate all the attendees of most conventions. These hotels are primarily directed towards business travelers and offer business services such as secretarial assistance, language translator, fax machines, computer room, teleconference, etc. convention hotels usually attract the convention market from the state, national and international associations and other corporate houses.

OR What are supplementary accommodations? Explain them in detail.

The Types of Supplementary Accommodations

These hotels offer meals and a place to sleep. The facilities in these hotels are minimal. The room charges are based on the services provided. Therefore, these types of hotels have the following advantages:

• It is more reasonable than the star hotels

• Also offers a close approach to the natural environment

• It provides a platform for social contact and amusement.

Tourist Bungalows These bungalows are located at tourist centers to cater to the needs of travelers. The facilities are moderate and minimal. Mostly, the middle-class and budget traveler prefer these types of hotels.

Besides, we often see the budget youth travelers coming from overseas choose this type of hotel. The hotel provides the basic services and facilities that are suitable to meet the requirements of the budget travelers. The price of the room depends on the services and facilities of the hotel.

This kind of hotel provides a friendly environment that is suitable for family travelers. Therefore, the structure of the hotel is relatively smaller than the star hotels.

Circuit House These houses are superior in terms of facilities as compares to tourist bungalows. Therefore, the hotel is suitable for senior government officials and student groups.

The guests in this hotel can use the rooms with facilities according to the requirements. Besides, there is a large hall with several single beds. Each bed has shelves, common toilets, and showers. The price of the room is nominal. However, they do not provide food.

Dak Bungalows These hotels cater the government duty officials. Therefore, the hotel is like a small residential building with a limited number of rooms.

The hotels are located from a public works perspective in a significant location. Thus, the facilities in these hotels are moderate and the rooms are at low prices.

Boarding House This type of hotel provides accommodation usually with meals at a definite time, week, or month. It is a small enterprise that is perfect for guests who are staying for a certain duration. Therefore, the booking has to be done in advance.

Paying guest accommodation The idea of this type of hotel was from the British. It has now become popular in India. Many international travelers prefer this kind of hotel.

Besides, it allows travelers to communicate with Indian families because the owner and the guests stay in the same building. The advantage of this system is that it responds quickly to the seasonal needs of the guests. In Rajasthan and Goa, it is very common.

Youth Hostel The idea was launched in 1900. A youth hostel provides a clean, easy, affordable place to stay for young individuals. This kind of hostel is popular amongst the young budget domestic travelers. Thus, young travelers while traveling on holidays or for educational reasons prefer this type of stay.

The youth hostel provides a place where young people with different social and national backgrounds can meet and understand each other. Also, the comfort is modest, stays are limits and costs are low.

Travel Lodge This is a simple hotel located in a remote location. Besides, it is quite famous at the remote tourist destination. The lodge’s rooms are comfortable and air-conditioned.

Most of the basic requirements are serve in these lodges. Besides basic requirements, daily needs are available in these lodges. As it is not feasible for visitors to go to distant cities to buy daily needs, therefore, they provide a dining room with fixed or slightly improved menus and daily necessities such as oil, comb, towels, tea, and coffee, etc.

Hospices This type of hotel caters to the need of people who travel primarily for a religious reason. The property owner provides housing pilgrims who can find a place to sleep, a fire to keep warm, and something to eat.

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Q.3. Discuss the role of front office and its various sections.

The front office department is the most visible department in a hotel. The focal point of activity within the front office is the reception desk. The reception desk is usually the place in which the guest makes the first impression of the hotel. It is also the communication center of the hotel. Since it is the first and last point of guest contact with the hotel spends a lump sum amount of money to make it look more luxurious and beautiful. We can see in most of the hotel’s front office or the entrance point of the hotel is decorated and made luxurious in every way. It is also the communication center for the hotel operation. The front office department plays an important role in the image building of a hotel.

The reception desk includes front office cashier, information, and registration section. The other section of the front office is a telephone operator, reservation, and business center. Every section of the front office has its own functions.

Function areas under The Front Office Organization

Reception/Registration Section

This section is located in the lobby. It also allocates the room and established the rates for different types of guests. The person of the section is called Receptionist. GSA (Guest Service Officer) has direct contact guests. The functions of this section are:-

1. Warmly received all arrival guests.

2. Complete registration formalities and perform guest check-in. Perform pre-registration formalities for a group, VIPs, and disable guests.

3. Co-ordinate closely with the house-keeping department for clearance of department room, room change, and UR (Under Repaired) rooms.

4. Issue VIP amenities voucher to the food and beverage service.

5. Co-ordinate closely with the bell desk for luggage handling and room keys.

Information

It is located at a front desk and responsible for handling mail and messages with room keys. It also provides information regarding outside and inside of the hotel’s rules and regulations, facilities, services. It also handles the e-mail, fax, xerox machine, cable through the business center.

Cashier

It is also located at the front desk and handle by the front cashier. The main functions of a cashier are as follows:-

1. The secure payment from the guest’s arrival.

2. To change foreign currency as per rules and regulation of the hotel,

3. To manage the safety deposit locker.

4. To settle the guest accounts while check-out.

5. To balance cash at the close of shift.

6. To complete the guest check-out procedure.

Reservation

The term reservation means booking in advance. It basically blocks/reserve the room as per the requestor specifies data. The main functions are as follows:-

1. Handle all cancellations and revisit as a reservation made by the guest from different sources and modes.

2. Keep out reservation correspondence complete and systematic.

3. Process and confirm the reservation request.

4. Forecast future room reservation status.

5. Update the room availability chart.

Telephone Section

This section is handled by telephone operators and it is located at the back of the office. Its main function is to handle incoming and outgoing calls. It is also responsible for managing wake up calls as requested by the guest and preparation of telephone bills made by guests and staff.

Lobby

It is an area which is located at the entrance of a hotel building with a sitting arrangement for guest’s visitors to meet and wait. It is synonymous with the word “Foyer” which means a wide passage or large hall just inside the entrance of a public building. The dimension and design of this area rely upon the size and design of the building. Basically lobby area must be furnished with all the necessary things. Example:- Lobby desk, Bell desk, GRE/GRO, Reception desk, Cash counter, Restroom, Business center, Safety lockers, etc

Bell Desk

It is located at either side of the lobby entrance headed by the bell captain and followed by bell boys. This desk is responsible for handling the guest luggage during arrival and departure. The bell desk section also handles the paying, deliver guest mail and messages to the concerned guest room.

Business Center

The person who handles the business center is known as Business Centre attended and the main function of this section is to provide communication facilities and services like STD, ISD, E-mail, internet, fax, xerox, etc.

Travel Desk

This section of the front office is responsible for arranging the packages, tickets, etc for the guest as per their request.

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Q.4. Explain the duties and responsibilities of a front office desk cashier.

• The cashier reports to night auditor.

• The cashier operates front office posting software.

• Obtains the house bank from accounts section and keeps it balanced.

• Helps in completing guest check-in procedure.

• Performs variety of banking services for guests, like check cash and foreign currency exchange.

• Keeps follow up on all deposit dues / deposit to be paid by the guests.

• Posts the charges to guest account and non-guest accounts.

• Handles paid-out transaction if any during the day.

• Transfers guest balances to other accounts as and when required.

• Helps in completing guest check-out procedures.

• Settles guest and non-guest accounts.

• Dispenses guest records after the guest checkout.

• Handles various modes of payment like cash, traveller’s cheque, credit cards and bill to company.

• Front office cashier assumes responsibility for any cash used in processing front desk transactions.

• Adjustments of discounts is done by the cashier wherever applicable.

• Clarifies customers question or concerns about the charges on their bills.

• Maintains adequate supplies of outlet stationery for cashiers.

• Assists with distribution of month end reports as directed by accounts or front office manager.

• Maintains a track of all high balance guests.

• Checks and follows up on all bills on hold.

• Checks the billing instructions, that should be correct for all expected departure guests.

• Provides on-the-Job training to new staff members.

• At the close of the shift balances department total.

• At the close of shift balances cash.

• Issues and manages safe deposit boxes.

• Assists front desk staff on check-in as and when required.

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Q.5. Write various features of entrance and lobby of a five star hotel.

Lobby

One of the important departments in the front office is lobby, the atmosphere; decors and staff are suggestive of what the guest is going to get on his visit to the hotel. Lobby should be spacious; there should be sufficient space in the lobby for short time keeping of luggage before either sending to the room or to the car.

Lobby of the hotel includes general circulation and waiting area which leads to check in, information and cashier’s counter and also desks such as concierge, bell desk, hospitality desk, waiting area, travel counter and elevators etc. This whole area is controlled by lobby manager whose counter is also in the lobby. The shopping arcade, restaurants and other food and beverage outlets may also be reached through lobby. Lobby serves as a gathering point for all guests and their visitor’s. Lobby must be very well planned, designed and elegantly decorated from inside and outside to give the first impression to the guest. The lobby should be planned in such a way that the front office staff should be able to oversee all the activities in the lobby.

Size Of The Lobby

The size of the lobby generally depends on the size and type of the hotel. Lobby shall be spaciously designed without wasting any valuable space. Principles of space management should be followed while designing the lobby. In some hotels lobby is used as a feature around which whole activity of the hotel takes place. It may form a part of an atrium extending the full height of the building and containing garden landscapes, exhibition space, displays etc. The lobby should provide relaxing atmosphere for the guests and their visitors.

The systems used such as manual, mechanical or automatic will also be important deciding factors as for as size of the lobby is concerned. Lobby of the hotel is subject to continuous traffic following route of circulation from the entrance to the front desk, to staircases and elevators leading to the guest rooms and public areas. So proper and regular maintenance is very important to avoid any loss of good will and shabby looks of lobby. The selection of finishes including floors, walls, doors, furniture and counter etc should have a high degree of permanence and be able to withstand wear and tear. The selection of the material used and furnishings and finishing used should be in harmony with the theme and design of the hotel. As for as possible maximum utilization of natural light and air should be done for lobby planning.

Reception, Information And Cashier Counter

Various activities such as arrival, information, departure, mail handling, luggage handling, and bill settlement connected with the guest are done from these counters which are situated in the lobby. The counters must be fully functional, operational and well planned. The height of the counters should be between 38” to 42”, width 30” (approx.) and it may vary as per the size, type, business profile of the hotel and the systems used etc. The counters should be designed matching with the shape of the lobby. Material used for making the counters varies from wood and cement to concrete with finishing of laminated surfaces, stone, marble granite etc. Depending on various factors such as cost and design etc.

OR (a) Draw a layout plan of the lobby.

(b) Enlist the equipment used at front office counter.

Manual Equipments

1. Room Rack • Located just behind the front desk. • The room rack is a wooden framework designed and contains a metallic array of pockets which contains large number of room rack slips for showing the Reservation and HK status of each guest room of a property. • The Room Rack slip contained in the metallic pockets shows the type of room, the occupancy status of guestroom and name of the guest registered in the guest room.

2. Information Desk • Positioned at the front desk and used by the front desk agent to track the various in house guest of the hotel. • Information contained in the information rack are name of the guest, number and type of room occupied, rate of the guestroom and departure and the billing instructions.

3. Mail And Message Rack • It contains an array of pigeonholes with each pigeonhole used to store the various mails and messages received for an in-house guest.

4. Key Rack • It is underneath the counter of front desk. • It contains array of slots used to keep the keys of the guestrooms.

5. Folio Bucket • It is used in the front desk Cash section. • It contains large number of slots where folios are arranged sequentially according to room number. • It is used by the Front Office Cashier to store and track the folios of the registered guests of the hotel and also used to maintain the folios safely for future use and reference.

Semi – Automated

1.Posting Machine • For posting the various charges in the accounts of the guest. • Used to calculate totals of the guest accounts, departments and transactions. • There is a keypad in account posting machines which enables cashier to enter room number and type of transaction.

2. Cash Register • It is used to record various sales of sundries at the Front Desk such as stamps , Newspapers , Candies. • It includes a key pad , category key and amount entering key.

3. Wake Up Devices • It is used to remind the guests of the awakening the guest at the requested time. • The most famous device is James Remindo Timer which is an alarm clock with pull out pins. • Simple alarm clocks are used .Wake up calls are recorded in wake up sheet with information of time , room number and name of the guest.

4. Credit Card Imprinter • It is used when the guest makes a payment at the time of settling the bill. • Makes an imprint of the credit card used by the guest as a method of payment.

5.Typewriter • Used for preparing Front Office Documents like : I. Registration Card Of the Guest II. Group Reservation Confirmation letter III. To conduct other word processing job

Automatic

6.Credit Card Validator • To check the validity of the guest credit card at the time of arrival as a mode of payment. • It is a computer terminal linked to the credit card data bank which holds the information concerning the validity of the credit card of the guest.

7. Time Stamping Machine • It is used to record the check in and checkout time of the guest and delivery time of any mail or message for the in- house guest. • It imprints the time and date on a piece of paper and is important for carrying out front office operations.

8. Fax Machine • Facsimile Automated Xerox • It operates through telephone lines to receive and send official documents.

9. Call Accounting System • It is fully computerized telephone system which allows the proper billings of the outgoing calls of the guest. • It is also known as APBX known as Automatic Private Branch Exchange.

10. Computers • It is used for the purpose of : Reservation Registration Accounting Auditing User friendly.

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Q.6. What do you understand by concierge? Elaborate on the functions performed at the concierge.

Concierge Desk consist of a concierge associates who provides information and personalized services to guest like dinner reservation, tour and travel arrangements and obtaining tickets for special events in the city, etc. A concierge is often expected to achieve the impossible; dealing with any request a guest may have, relying on an extensive list of personal contacts with various local merchants and services providers.

Functions of Concierge:

• Making reservation for dining in famous restaurant.

• Obtaining tickets for theatres, musicals, sporting events, etc.

• Arranging for transportation by limousine, car, coaches, buses, airplanes, or trains.

• Providing information on cultural and social events like photo exhibition, art shows, and local places of tourist interest.

• Concierge provides information about various facilities & services of the hotel & city like- Hospital, Airlines, Travel Agents, Attractions, Banks,Transportation, Entertainment, Shopping

• Complex etc.

• Concierge provide information with the help of Information Directory, Brochures,

• Telephone Directory, Pamphlets, Internet which consists of Local Restaurant, Taxi Companies, Local Companies, Medical Stores, Temples (Place for worship), Theatre, Stadium, Museum, attractions, maps etc.

• Information about hotel policies & recreational facilities etc.

• “Board to Read (BTR)” or “Reader’s Board” is arranged which is a tool for providing information to the guests, visitors in Lobby regarding the current event which is taking place in the hotel such as Wedding Ceremonies in the banquet, meetings, conferences, events, festivals & exhibitions etc. Event is shown with golden alphabets on the BTR.

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Q.7. Write short notes on any two:

(a) Franchise hotels

The concept of franchising was developed in 1960 in the USA. A system in which the franchisee owner grants another the privilege to use his name in exchange for a franchising fee and also assist him in managing the hotel. The hotel company called Franchisor agrees to grant the right to franchise to conduct the business according to the standards established by the company. The most successful franchiser is the Holiday Inn Company. Franchising must be looked at as a 2-way benefit scheme. The franchiser provides certain services and provides certain rights to the franchisee.

Franchiser services are based at 3 levels:

i) Methods and systems – Proven methods of work are given to the franchisee in the form of operating manuals; at the same time, the franchiser also makes arrangements for the providing of training to the staff of the franchisee.

ii) Technical Services – Provides technical services in the various stages, it helps in obtaining financial assistance, helps in the creation of capital budgets and also in procuring consumables – crockery, cutlery, glassware and linen, etc

iii) Marketing – Marketing techniques, name of the franchiser and its goodwill, logo, sign, reservation systems, reservation system ownership, and more important partnership.

(b) Referral hotels

Referral groups consist of independent hotels, which have joined together for some common purpose. While each property in the referral system is the same but there is no similarity in the quality of service and guest expectations. Hotels within this group refer their guests to other affiliated hotels. With this kind of approach, a hotel may gain a much greater level of exposure.

(c) Heritage hotels

‘Heritage Hotels’ cover running hotels in palaces/castles/forts/havelies/hunting loges/ residence of any size built prior to 1950. The facade, architectural features and general construction should have the distinctive qualities and ambience in keeping with the traditional way of life of the area. The architecture of the property to be considered for this category should not normally be interfered with. Any extension, improvement, renovation, change in the existing structures should be in keeping with the traditional architectural styles and constructional techniques harmonising the new with the old. After expansion/renovation, the newly built up area added should not exceed 50% of the total built up (plinth) area including the old and new structures. For this purpose, facilities such as swimming pools, lawns etc. will be excluded. Heritage Hotels will be sub-classified in the following categories:

Heritage: This category will cover hotel in Residences/Havelies/Hunting Lodges/Castles/Forts/ Palaces built prior to 1950. The hotel should have a minimum of 5 rooms (10 beds).

Heritage Classic: This category will cover hotels in Residences/Havelies/Hunting Lodges/Castles/Forts/ Palaces built Prior to 1935. The hotel should have a minimum of 15 room (30 beds).

Heritage Grand: This category will cover hotels in Residence/Havelies/Hunting Lodges/Castles/Forts/ Palaces built prior to 1935. The hotel should have minimum of 15 rooms (30 beds).

(d) H.R.A.C.C

The Hotel & Restaurant Approval & Classification Committee (HRACC) inspects and assesses the hotels based on the facilities and services offered. After receiving the application form from hotel HRACC visits the hotel, check the standards and grade the hotel. HRACC (Hotels and Restaurants Approval & Classification committee) headed by Director General of tourism comprising of following members are Association of India, Nutrition, The Department of Tourism prescribes the facilities which are to be provided in various star category hotels. The term for Star Gradation is for two years. The six grades of star are 5 Star Deluxe, 5 Star, 4Star, 3 Star, 2 Star and 1 Star. The categories of various star hotels have some criteria or facilities, which are called END. E – Essentials (have to have) N – Necessities (should have) D – Desirables (may or may not have)

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Q.8. Define the time share hotels. How are they different from hotel business?

Time-share hotels are referred to as vacation ownership hotels. The concept is that for a set period which may be one week or more in a year the person gets the right to enjoy the stay and other facilities and services in an apartment are any other type of lodging in a tourist complex. It is like an advanced purchase of time in holiday accommodation. Here the purchaser has to pay a one-time capital sum and then an annual contribution towards the maintenance of the property. The fee usually covers services such as cleaning and maintenance of apartment and public areas, electricity, gas, water, etc. Avalon resorts. Sterling resort, Mahindra holding, etc. are the few time-share hotels in India.

How is timeshare different from Hotel Business

A Hotel room is rented for a certain number of days where you have only one room to yourself. You may go down to a pool or restaurant or bar of the hotel which has to be shared with the other guests.

However, when we talk about Time Share, we own a certain place to ourselves on certain periods of time. You don’t pay for every night you stay there. The ownership is bought on basis of the number of years you wish to holiday there. It is bought by multiples parties unlike a hotel room and every member gets the condo to themselves for a certain time of the year that is distributed in a pre-decided order.

Not only this, you get two or even more rooms to yourself in a Time Share and the kitchen facilities or even pool is all to yourself. Time share is more affordable in long run.

One can also further earn money in Time Share, since certain members even rent these properties for one day events.

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Q.9. Describe in detail about handling of guest’s luggage. Prepare formats.

On Guest arrival:

• As soon as a taxi (or any other transportation) stops in front of the hotel / porch, Bell Personal or Door man should open the passenger door.

• Greet the guest: “Welcome to [Your hotel name], I am [your name] do you need some help with your luggage?”

• Help the guest to get out of the taxi (if needed).

• Take the luggage from the trunk (ensure with the guest that nothing is missing).

• Ask for guest name: “May I have your name Sir / Madam?”Tag the luggage.

• Escort or guide the guest to the reception area or to the reception floor.

• Inform the guest that you will be taking care of their luggage.

• If the reception is located on another area or floor then, Check the PMS and find out what room has been allocated to the guest.

• Write down the room number on to the luggage tag.

• Check with the FO team if the check-in formality is completed.

• If the room is ready then place the luggage on the luggage rack in the room.

• If the room is not ready, then store the luggage in the store room on the designated arrival shelve and update the Daily luggage register or log book with the details.

• Escort the guest to the room if required and send the luggage by the staff elevator only.

On Guest Departure:

• Collect the luggage from the guest room.

• Try to have a casual conversation with the guest on the way down: “Mr / Ms. [Guest Name] I hope you enjoyed your stay with us. Would you need a taxi to airport?”

• If the guest ask the luggage to be stored, tag the luggage accordingly (guest name, room number, date and time of collection) and get the guest signature on the – Long term luggage request form.

• Store the luggage on the designated departure area.

• If the guest is leaving the Hotel immediately after completing the check-out procedure, then bring the luggage to portico.

• If taxi is waiting then load the luggage to the taxi and request the guest to verify the loaded luggage.

• Update the departure luggage movement on the Daily Luggage movement register or log book.

• Luggage Storage Room:

• Luggage room should be always organized and neat.

• The luggage room is divided in 3 areas, arrival, departure, long term storage.

• Each luggage has to be tagged using luggage tag (Sl no, Guest name, date, room no, guest’s signature and time of collection).

• A phone number or email address must be on the long term storage luggage form.

• Long term luggage storage register has to be completed and signed by the guest.

a) Fragile Items

• Ask the guest if there are any fragile items in their suitcase,

• If yes, mark “Fragile” on the luggage tag.

b) Perishable

• For items who need to be kept cool (medication, food…) check with Food and beverage kitchen.

• Record where the items are stored in the luggage register.

• For long term luggage storage ensure with the guest that there are no perishable items inside the luggage.

c) Security & Safety

• Always keep the luggage room closed and dry.

• Do not leave guests alone in the luggage room.

• Remind the guest to keep their valuable item with them (Jewellery, phone, wallet, camera, Ipad etc.)

• Log down in the bell desk log book and also on errand card each luggage handling done (Arrival, Departure, Stored) etc.

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Q.10. (A) Match the following:

(a) Lanai (i) Living room

(b) Monday (ii) Garden

(c) Spring (iii) Hiver

(d) Penthouse (iv) Cinquante

(e) Twenty (v) Terrace

(f) Winter (vi) Vendredi

(g) Studio (vii) Lundi

(h) Fifty (viii) Multi-utility

(i) Friday (ix) Vingt

(j) Parlour (x) Printemps

Solution:

(a) Lanai (ii) Garden

(b) Monday (vii) Lundi

(c) Spring (x) Printemps

(d) Penthouse (v) Terrace

(e) Twenty (ix) Vingt

(f) Winter (iii) Hiver

(g) Studio (viii) Multi-utility

(h) Fifty (iv) Cinquante

(i) Friday (vi) Vendredi

(j) Parlour (i) Living room

(B) Translate into English.

(i) Comment allez-veus? : How are you? (ii) Quel jour est on? : What day is it? (iii) Bienvenue à l’hôtel. : Welcome to the hotel. (iv) Chambre pour deux personnes. : Room for two people. (v) Belle dame. : Pretty lady.

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