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Avinash Fo 02

The document describes a role play exercise demonstrating the range of front office services for an important guest from booking to departure. Students take on roles including reservation assistant, front office assistant, greeter, concierge, bellboy, telephone operator, and cashier to handle the booking, welcome, check-in, wake up calls, messages, check-out and other services for a VIP guest staying three nights. The role play utilizes appropriate forms and formats, and acknowledges the instructor for teaching the lesson.

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avinash yadav
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251 views26 pages

Avinash Fo 02

The document describes a role play exercise demonstrating the range of front office services for an important guest from booking to departure. Students take on roles including reservation assistant, front office assistant, greeter, concierge, bellboy, telephone operator, and cashier to handle the booking, welcome, check-in, wake up calls, messages, check-out and other services for a VIP guest staying three nights. The role play utilizes appropriate forms and formats, and acknowledges the instructor for teaching the lesson.

Uploaded by

avinash yadav
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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HOSPITALITY

TASK 02
Demonstrate with the help of role play, the range of services
provided by the front office department to a specific type of guest
from the time made the booking to departure ?
ROLE PLAY
ROLE PLAY
THE PERSONAL ASSISTANT OF MR. RAHUL MALHOTRA (CIP GUEST)
CALL TO MALE A RESERVATION FOR A SUITE. ACCEPT THE
RESERVATION AND COMFIRM IT. ARRANGE FOR AN AIRPORT PICKUP
FOR HIM. PLACE A COMPLIMENTRY FLOWER AND FRUIT BASKET IN HIS
ROOM. ORGANISE AND CONDUCT A TRADITIONAL WELCOME, ON HIS
ARRIVAL IN THE HOTEL. CHECK HIM IN. DURING HIS STAY, HE WANTS A
BUNCH OF TULIPS ORDERED FROM THE FLORIST. HE REQUEST FOR A
WAKEUP CALL EVERY DAY AT 07:00 HOURS. MESSAGES ARE ACCEPTED
ON HIS BEHALF AND DELIVERED FOR HIM. HE CHECKS OUT AFTER
THREE DAYS.
CONDUCT THE COMPLETE GUEST CYCLE FOR THIS GUEST, WITH
STUDENTS PLAYING THE ROLE OF RESEVATION ASSISTANT, FRONT
OFFICE ASSISTANT, GRE, CONCIERGE, BELLBOY, TELEPHONE
OPERATOR AND CASHIER. USE APPROPRIATE FORMS, FORMATS ETC.
ACKNOWLEDGEMENT
WHILE MAKING THIS PRESENTATION, WE HAVE CAME TO KNOW ABOUT
MANY NEW THINGS ABOUT THE HOTEL INDUSTRY. THIS ASSIGNMENT
HAS BEEN POSSIBLE BECAUSE OF DIFFERENT IDEAS.
WE WOULD LIKE TO THANKS OUR INSTRUCTOR MR.SOURAV
CHOWDHURY FOR TEACHING US IN THE BEST WAY SO WE CAN COME
UP WITH SUCH A GREAT ASSIGNMENT.
THIS ASSIGNMENT MAKES US LEARN ABOUT THE RANGE OF SERVICES
PROVIDED BY THE FRONT OFFICE DEPATRMENT TO A GUEST FROM THE
TIME HE/SHE MAKE THE BOOKING UNTIL HE SETTLES HIS ACCOUNT
DURING DEPARTURE.
NAME : AVINASH RAKESH YADAV
BATCH : B1
CENTER : GHATKOPAR EAST MUMBAI
YEAR : 2018-2019
ROLE PLAY GROUP PHOTO
ROLE PLAY GROUP
MEMBER
NAME OF THE GROUP ROLE
MEMBERS
AVINASH RAKESH YADAV TELEPHONE OPERATOR

PRINCE GOVIND CHOUHAN GUEST

AHMED RAZA SHAIKH GUEST PICKUP DRIVER

VENKATESH PAWAR BELLBOY

VAISHNAVI RAVINDRA LOT GRE

SONALI RAJESH JAISWAL RESERVATION ASSISTANT

SANJEEVANEE GORAKHNATH SHELAR CASHIER

NISHTHA VIVEK BHISE FRONT OFFICE ASSISTANT

ANKITA ROY CONCIERGE


GUEST CYCLE
CIP GUEST
CALLS FOR
RESERVATION
THE PERSONAL ASSISTANT OF
GUEST MR. RAHUL MALHOTRA
WHO IS A CIP(COMMERCIALLY
IMPORTANT PERSON) CALLS TO
MAKE A RESERVATION FOR A
SUITE. FRONT OFFICE ASSISTANT
ACCEPTS THE RESERVATION AND
GETS ITS CONFIRMED BY THE
RESERVATION ASSISTANT.
AIRPORT PICKUP
FOR THE GUEST
AIRPORT PICKUP ARRANGED BY THE
HOTEL TO PICK UP GUEST FROM
AIRPORT TO THE HOTEL.
WELCOMING
THE GUEST
HOTEL IS WELCOMING THE GUEST
MR.RAHUL MALHOTRA WITH THE
TRADITIONAL WELCOME.
RESERVATION

RESERVATION ASSISTANT
CHECKING THE RESERVATION OF
THE GUEST.
CHECKIN
PROCESS
FRONT OFFICE ASSISTANT IS
VERIFYING THE DOCUMENTS AND
COMPLETING CHECK-IN PROCESS
FOR THE GUEST
BELLBOY
SERVICE
BELLBOY IS TAKING THE GUEST
TO ROOM BY PICKING UP HIS
LUGGAGE.
COMPLEMENTR
Y SERVICES TO
GUEST
AS THE GUEST IS A CIP GUEST THE
HOTEL IS PROVIDING THE
COMPLIMENTRY FLOWER AND
FRUIT BASKET IN HIS ROOM.
GUEST ORDERS

AS PER THE GUEST REQUEST HE


WANTS A BUNCH OF TULIPS
ORDERED FROM THE FLORIST.
HANDLING
GUEST
RELATION
GRE IS TAKING THE PROPER
FEEDBACK ON DAILY BASIS TO
MAINTAIN THE SERVICES AND
HANDEL THE GUEST PROBLEMS IF
ANY.
WAKE UP CALL

AS GUEST REQUESTED FOR A


WAKE UP CALL EVERY DAY AT
07:00 HOURS THE TELEPHONE
OPERATOR IS GIVING A WAKE UP
CALL.
MESSAGES
ACCEPTION
AS THE GUEST REQUESTS FOR
THE MESSAGES TO BE ACCEPTED
ON HIS BEHALF AND DELIVERED
TO HIM.
CITY TOUR

ARRANGING A CITY TOUR AS PER


THE GUEST REQUEST.
FEEDBACK

TILL THE CHECK OUT PROCESS IS


COMPLETED THE GRE IS TAKING
THE FEEDBACK FROM THE
GUEST .
GUEST CHECK
OUT.
GUEST MAKING THE PAYMENT TO
THE CASHIER FOR HIS CHECK
OUT.
FORMS AND FORMATS USED

REGISTRATION ARRIVAL ERRAND DEPARTURE ERRAND


FORM CARD CARD
FORMS AND FORMATS USED
BILL FORMAT AMMENITIES TRAVEL DESK BILL
VOUCHER
BIBLIOGRAPHY
WWW.GOOGLE.CO.IN

FRANKFINN NOTES
THANK YOU

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