Assignment Brief and Feedback FormLearner Name Course Title Frankfinn Diploma in Aviation, Hospitality and Travel Management Assessor Name Internal Verifier Name Unit Number and Title Unit 7 Hotel Management – Hospitality and Reservations Assignment Title Outcome Number(s) and Statement(s) Date Set Unit – 7 LO1 : Explore the growth of the hotel industry LO2: Examine the effectiveness of front office services LO3: Investigate the role of housekeeping LO4: Use Fidelio software for Hotel Room Management Hand In Date Learner Declaration I confirm that the work submitted for this assignment is my own. Learner Signature Instruction Introduction Purpose/Aims Background or Scenario Date Your assignment will not be accepted if it does not contain the list of source details of the text material referred to and the details of the people contacted in accomplishing this project and the tasks attached. Explain the growth of the hotel industry worldwide Compare the facilities of different types of hotels in India Analyse the range of services provided by the front office to meet guest expectations, using appropriate terminology Explain the importance of the role of housekeeping Compare a range of amenities supplied for different types of guests Demonstrate the reservation process through correct use of Fidelio Evaluate the benefits of technology to the hotel, staff, and guests who come into contact with the front office. You have been selected as a Front Office Assistant of a 5 star Hotel. As part of your six months Probation you will undergo on the job exposure in Accommodation Operations & handle various situations which are typical to Hotel operations. On successful completion of this period you will be deputed as a Front Office Supervisor with independent responsibilities. Keeping this in mind you should take a lot of initiative & approach your assignments in an individualistic & creative manner. After analysing the guest supplies. on the Fidelio Software. FFIT. CVGR & CIP) from the time that he has made his booking until he settles his account during departure. décor and cleaning standards. exhibiting the basic amenities and facilities provided. during stay and checkout process using the case study given by your trainer. The case-studies can be on any of the following stages of guest stay. OR Design a brochure with specially designed packages to up-sell a hotel in the off-season. Mini test to be conducted by the trainer as per format FDHOS-3B-2011-12. Demonstrate with the help of a role play. the range of services provided by the front office department to a specific type of guest (FIT. Pass –LO3 Pass –LO4 M D End of Student Assignment . 3 4 5 6 Explain how the Housekeeping department contributes towards earning hotel revenue. check-in. Present your findings in power point or with slides. The presentation should not exceed 5-7 minutes per student. With the help of a role play given by your trainer. keys etc. amenities.Task Number Criteria Covered with Learning Outcome Task 1 2 Select two renowned chains of hotels (one domestic & one International) and trace its history right from the time of its inception. The presentation should not exceed 5-7 minutes per student. Mini test to be conducted by the trainer as per format FDHOS-3A-2011-12. Present your findings in power point or with slides. registers. apply strategies and come up with appropriate and unique solutions in order to handle different situations which can occur during a guest’s stay. Demonstrate the reservation. prepare a layout of a standard room in a hotel. design a standard room for future. applicable at each stage of the guest cycle. Also compare the facilities offered by the hotel chains. Document each process step by step. Also. Pass –LO1 Pass –LO2 This demonstration must be a group activity in which students can brainstorm and present the entire guest cycle using appropriate terms and dummy forms. Reservation Registration Guest stay Departure You have prepared a layout of a standard room as per the current scenario of the hotel industry. Justify as to how the hotel with updated room facilities can create a niche in the industry. Justify how the various packages will be successful in bringing business during the off-season. ) The trainer can ask questions where relevant. Later deliver the message. Assignment to be rolled out to the student as per the assignment roll-out guideline (FD-HOS-022011-12) FIDELIO CASE STUDY . The trainer can ask relevant questions and observe the analytical and lateral thinking skills during the presentation and record the same in the Observation Report. Timeline for issue of Assignment: 1. tax. The trainer must observe how the student is able to handle the situation and record it in the Observation Report.1 Accept a reservation for an Free Individual Traveller guest and confirm it. must also be submitted. Task Distinction: The student should be given full freedom to explore and be creative. breakfast. The designing along with the required justification data must be presented by the student and also submitted as evidence. Commercially Important Person. The data should trace the history as well as the future plans of the hotel chains. The case study and the work sheet should be submitted as evidence of the practical test. for any stage of the guest cycle. 2. Accept a message for him. Task Pass Level 3: The student should give a presentation on how each section of the Housekeeping Department contributes towards generating revenue for the hotel. The facilities should be in a comparative format. The assignment has to be mailed to the students on the second lecture day of Hospitality. 3. Corporate Clients) through the guest cycle. appropriate to the various stages of the guest cycle. 4. Foreigner Free Individual Traveller. on terminologies and processes and record the same in the Observation Report. The role play given must also be attached to the Observation Report. The student should work out the case study in class and document step by step the processes carried out. Check in the guest. Once the learner receives the copy he/she should be asked to take a print out and carry the same everyday to class. Also. Task Pass Level 2: The trainer should divide the students into groups and give a role play to each group. The students should take the guest (Free Individual Traveller. in the form of a role play. bar and coffee shop. 5. Do a Room Move for the guest as there is a major leakage. the trainer can give the student a not so typical situation and observe the presentation skills and capacity of the student to design innovative methods. Task Merit : The trainer can give the student a typical situation. keys etc. Post 5 bills – room tariff.Guidelines on Assessment for the Faculty Task Pass Level 1: The student should present the findings in an oral presentation and should submit the slides and pictures as evidence. Create a single guest folio. 2. using relevant front office terminologies and using appropriate formats . An illustration of a standard hotel room. 7. Both the situations given must be attached to the Observation Report. and submit the slides as evidence. Settle the bill and check out the guest. 1. 6. . mentioning the various amenities and facilities provided. Make an ADD ON reservation for him. (The formats could be provided by the trainer and the students could choose them. Task Pass Level 4: The case study must be given on the last day of the Fidelio classes. laundry. 2. Accept a trace for an extra bottle of water. ROLE PLAYS FOR TASK Pass Level 2 Role Play No. champagne and juice. bar and mini bar. Concierge.2 Ms. laundry. 7. 6. he has to be given a complimentary wine bottle and requires to be picked up from the airport. 2. During her stay. 6. and requires a twin room. formats etc for each stage of the guest cycle. Vanessa Anderson is an FFIT guest. Put a locator – Guest in meeting. Use appropriate forms. he wants a car rental to be arranged for him. champagne and juice. She also requests a daily wake call for 6. 8. 7. Check in the guest. 7. laundry. 7. Create a single guest folio. FIDELIO CASE STUDY .5 Accept a reservation for a Corporate Client guest and put it on Waitlist. 6. 5. Conduct the complete Guest Cycle for this guest. Put the earlier room – Out of Service Exchange $400 for the guest. Later resolve it Reduce the guest’s stay by two days. Check him in on his arrival at the hotel. tax. Front Office Assistant. Create a single guest folio. 5. 2. During his stay. 5. FIDELIO CASE STUDY . Create a single guest folio. 1. Settle the bill and check out the guest. laundry. tax. 6. 2. 4. Settle the bill and check out the guest. she wants $500 to be exchanged for her. Post 5 bills – room tariff.00 hours.000/Check in the guest. FIDELIO CASE STUDY . 3.15.00 hours. Settle the bill and check out the guest. 4. and Cashier. with students playing the role of Reservation Assistant. Enter retention charges – Rs. Confirm the Waitlisted Reservation. Accept a trace for an extra blanket and pillow. Create a single guest folio. 3. 3. Check in the guest.Guest in coffee shop till 15. Post 5 bills – room tariff. bar and juice.3 Accept a reservation for an Foreigner Free Individual Traveller guest and confirm it. and requires a double room. Praveen Desai is an FIT guest. She requests for a sight . 3. Accept a trace for an extra blanket and pillow. Post 5 bills – room tariff.2 Accept a reservation for an Free Individual Traveller guest and confirm it. 1. 5. Settle the bill and check out the guest. tax. Role Play No. 1. Put a locator . 4.1 Mr. tax. 4.FIDELIO CASE STUDY . she is given a complimentary flower basket and fruit basket. As he is a frequent visitor. Bellboy. Put a maintenance work order – Bulb fused. Messages are also accepted on his behalf. As she is a frequent visitor. 1. Extend the guest’s stay by two days. Post 5 bills – room tariff. Do a Room Move for him.4 Accept a reservation for an Foreigner Free Individual Traveller guest and confirm it. He checks out after three days. Check-in the guest. Frankfinn Diploma in Aviation Hospitality and Travel Management . plan without informing the company. She checks out after four days. Bellboy.P meal plan but insists that it be changed to A.3 Mr.P. Conduct the complete Guest Cycle for this guest.Rahul Patel has checked into the hotel. During his stay. Arrange for an airport pick up for him. Role Play No. Place a complimentary flower basket and fruit basket in his room.drier just before departure.Rahul Gandhi (CIP guest) calls to make a reservation for a suite. Use appropriate forms. During the stay she asks for a bottle of champagne and insists that it be given as complimentary. Concierge. Telephone Operator and Cashier. He hasn’t made a booking for the conference room at the hotel. While checking out he refuses to pay the entire laundry bill as a compensation for the complaint. He requests for a wake call every day at 7. she refuses to return it and says that she did not get one from the hotel. formats etc for each stage of the guest cycle.A. with students playing the role of Reservation Assistant. for 5 nights. She is on a M. formats etc for each stage of the guest cycle.4 The personal assistant of Mr. Concierge.2 The travel assistant from Accenture Company calls to make a reservation for Ms. to attend his business meetings. During his stay. On arrival she insists that 2 pieces of luggage be kept at the left luggage room. and Cashier. with students playing the role of Reservation Assistant.00 hours. ROLE PLAYS FOR TASK M Role Play No. Bellboy. Front Office Assistant. During occupancy she asks for a hair-drier. with students playing the role of Reservation Assistant. he requests for a safety locker facility. Anoop Jacob is a CVGR. Bellboy. Use appropriate forms. Organise and conduct a traditional welcome. He checks out after three days. before checking him in. Role Play No.3 Mr. Front Office Assistant. Concierge. Sangeeta Chawla. which is actually booked for another guest. The room type that she is asking for is not available.E and complains that his silk shirt was burnt at the collar. GRE. formats etc for each stage of the guest cycle. Do the needful with the student playing the role of Assistant Front Office Manager. Front Office Assistant. As he celebrates his birthday during his stay. Telephone Operator and Cashier.1 Ms. On her arrival check. He calls the G. He wants a car rental to be arranged for him. It is her first trip to the city. She has a fax to be sent and calls the business centre. She also requires a fax to be sent for her. Use appropriate forms. She wants to do a sight – seeing trip of the city and the surrounding places.Jennifer Ross wants to make a booking for 5 nights at your hotel. Conduct the complete Guest Cycle for this guest. He requests that a letter be mailed for him.R. Conduct the complete Guest Cycle for this guest. Role Play No. She checks in to the hotel. but asks for the conference room. to be organised for her. He checks out after three days.in the guest. Do the needful with the student playing the role of role of Assistant Front Office Manager. When asked to return the hair. Role Play No. Do the needful with the student playing the role of Front Office Supervisor.– seeing trip of the city. he wants a bunch of tulips which is not available in your city. During his stay. and requires a single room and requires to be picked up from the airport. a complimentary cake must be sent to him. he wants a bunch of tulips ordered from the florist. ( 1-5) (Min:1/Max:5) P1 P2 P3 P4 M D Yes/No Application of lateral thinking. 2. Suggestions for Development: Yes/No Glossary Terms asked during role play for Pass criteria: 1. Distinction Level2 Grooming ( 1-5) (Min:1/Max:5) Customer Service Skills. Suggestions for Development: Distinction Level3 Yes/No . Merit Level 1 Design of Methods Merit Level 2 Presentation skills Merit Level 3 Yes/No Yes/No Yes/No Application of analytical skills Distinction Level1 Application of management skills.Student Assignment Assessment Feedback Form Student name: Batch No: Year: Centre and Place: Assessor: Methodology ( 1-5) (Min:1/Max:5) Subject Knowledge ( 1-5) (Min:1/Max:5) Communication Skills ( 1-5) (Min:1/Max:5) Application of Strategies. logical? Yes/No Strength:- Area of development:- Was the student able to apply the existing methods and come up with some new strategies of his/her own? Yes/No Strength:- Area of development:- Was the student able to convince you with reasons during the presentation? Yes/No Strength:- . Was the solution provided. and the questions should reflect Merit Level1. 7.) 1. 3. 8. 5. Did the student have sufficient knowledge of the process? Yes/No 2.Very Good/Good/ Average Questions asked for Merit criteria during role-play :( Questions asked may be more than 3 in no. Was the student able to identify correctly the specific formats used for the process? 3. 2. 6. Did the student display adequate confidence levels during the role play? Yes/No Yes/No 4. Evaluate the student’s communication skills .Merit Level 2&Merit Level 3 criteria specified below.3. Observations during role play: 1. 2. 3.) 1. and the questions should reflect Distinction Level 1.Distinction Level 2&Distinction Level 3 criteria specified below.Area of development:- Questions asked for Distinction Criteria during presentation :( Questions asked may be more than 3 in no. Was the student able to critically analyse his/her own work and reach a valid conclusion? Yes/No Strength:- Area of development:- Was the student able to provide enough evidence of having managed the research aspect of this task? Yes/No Strength:- Area of development:- . Was the student able to provide enough evidence of having used his/her creativity in approaching this assignment? Yes/No Strength:- Area of development:- General Feedback: - Assessor’s Signature Date Candidate’s Signature Date Internal Verifier Signature Date .