1 NATIONAL INSTITUTE OF MANAGEMENT HOTEL MANAGEMENT (DBA) BY ROCKY WALES Q.

1 (a) What are the various basic market segments as delineated by airline? Ans. The various basic market segments for the airline industry are concerned with events, attractions, Commercial areas where the transportation is need. On the other hand, hotels and the tour operations are also related with this airline industry. It gives a huge boost to these two industries. What are the different types of plans that room & meals are sold by? Usually hotels are categorized according to the type of plan, they offer four types of plans 1. EP : European plan : room only 2. AP : American plan : room + breakfast + lunch and dinner (3 meals) 3. MAP : Modified American plan : room + breakfast + lunch or dinner(2 meals only) 4. CP : Continental plan : room + breakfast

(b) Ans.

Q.2 (a) What is the purpose & role of registration? What are benefits of registration card? Ans. Most governments and states insist that a guest register himself in writing. This is a rule to protect both the hotel owner and the guest. It is also a source of information on the movement of foreigners in the country for the local foreigners registration office. This act of registration may be done by two methods: by the use of registration cards as adopted by large hotels; and through a registration register used by small hotels, motels and inns. The basic information required in either case is name, address, nationality, purpose of visit, duration of stay and passport details. The information solicited may be more depending upon the local laws. Sometimes, hotels use registration cards or register for their own market activity in which further details are asked for, such as mode of travel, arrived from, next destination, reservation made through, name of company and type of business, etc. Benefits of registration card: More than one guest can register at a time. It can be handed to the typist immediately. It eliminates the cumbersomeness of duplication of information to hand over to the typist to type. A card may be filed conveniently for easy retrievability. A card could have a multiplicity of use-as a folio, as a market research document, as a reservation confirmation, etc.

(b) Ans.

What is the pneumatic tube system & what are the benefits? It works one or both ways by means of pressure & vacuum. A capsule moves along with the chute between different department and messages are put into it. A light indicator is used to show that a capsule is in motion, when the light goes out it indicate that the capsule has reach out the destination. A system that tube works, allows the capsule in both the direction. It takes only a fraction of a second to complete the communication, the capsule made out of combination of a plastic & glass with rubber butters & both the ends. The top is flap open so that the message can be put at and remove.

Q.3 (a) Explain the guest arrival procedure as concerns the lobby. Ans. The lobby assumes importance as it is the first and last area of contact of a guest with the hotel. Lobby is the heart of all coordination between guests and hotel services. The guest arrival in the lobby area concern with the baggage handling at the arrival. In large hotels, there will be guest relation executive for receiving VIPs and attending to any coordinational aspects regarding them. Bell boy are supposed to handle guest luggage at the time of arrival and departure and to do errands as required. Guest baggage during transit in the hotel. Carry guest baggage at the time of guest arrival. Carry guest baggage into the guest room and explain all controls in the room to the guest. Issue postage against cash to guests. He should report scanty baggage Guests to bell captain perform any errands as required by guests and management.

(b)

What are the departments that housekeeping co-ordinates with & how?

Ans. house keeping department is co-ordinate with departments are following as: Front office Personnel Purchase Engineering Housekeeping Laundry food and beverage security stores

House keeping co-ordinates with front office subject to guest departure in the hotel, Whenever the guests checks in and checks out of the hotel front office staff inform to housekeeping staff. So the operation can be maintained in smooth flow.

3 Housekeeping co-ordinates with the personnel department for the recruitment of housekeeping staff, salary administration, indiscipline, grievance procedures, identity cards for staff, induction, locker facilities, transfers, promotions and exit formalities. The purchase department procures out-of-stock items for housekeeping such as guest supplies kept in rooms, stationary, linen of various types, detergents, etc. Housekeeping department co-ordinates with engineering for the purpose of keeping furniture, fixtures and facilities in working order, contemporary and safe for guests. Hence a co-ordination is with engineering which actually carries out the task of fixing out-of-order furniture and fixtures. Housekeeping has to ensure that clean linen is issued to guest rooms, restaurants, health clubs, etc. as this directly reflects the quality and image of the establishment. If these are not received on time from the laundry, rooms would not be ready or restaurants would not open, etc. Housekeeping co-ordinates with F&B service constantly require clean table clothes, napkins, etc. their staff, as well as those in the kitchen, require clean uniforms-the former because they are in guest contact and the latter due to strict standards of hygiene required in kitchens by most governments. Housekeeping co-ordinates with security because of the guest room is the most private place and a goes to great lengths to ensure guest privacy and security. Housekeeping co-ordinates with stores, store that stocks housekeeping linen and supplies independently. Smaller hotels may stock them in the general store except for linen which should be issued to the housekeeping department. The co-ordination with the stores would ensure the availability of day-to-day requirements of housekeeping. Q.4 (a) Explain the basic storage rules in a floor linen room. Ans. 1. Uniforms of better quality materials should preferably be hung in cupboards. 2. Uniforms made of cheaper materials should be separated size-wise and stacked in racks. 3. Restaurant and room linen should be arranged by size and neatly stacked in shelves heavier items in lower shelves. 4 Small items like gloves, caps, ties, bows, etc. should be kept in closed cupboards. 5. Soiled uniforms and linen should always be dumped into a hamper. 6. Cotton items like sheets, pillow cases, table cloths, etc. should not be stored for a long time unless they are washed to remove starch. 7. Colored bonnaz embroidery or indelible inks should be laundered before storing to avoid discoloration. 8. For long term storage, wrap items in plastic foils or pack in paper lined cartons after washing. Dark paper is preferred to preserve color. Wrap loosely to permit air to circulate in fabric.

4 9. Woolen items must be washed before storage. They should be wrapped and sealed in airtight plastic foil.

Q.4 (b) What do you mean by par stock? Explain its importance. Ans. Par stock is the minimum linen and uniforms required to meet the daily demands so as to ensure smooth operations. Importance of par stock: To make correct and efficient investment of capital. To prevent overstocking and thereby avoid chances of spoilage during storage, storage space problems, etc. To ensure proper supply at all times. To simplify inventory taking. To bring about manageable control.

Q.5 (a) Describe the procedure to make a housekeeping operational budget. Ans. The various heads of expenditure that are normally reflected in a housekeeping budget are: Cleaning supplies Guest supplies Office stationary and Postage Tailor shop expenses Cleaning equipment Salaries and wages Heat, light and power Repair and maintenance Local travel Horticultural expenses Pest control Laundry Detergents, brasso, duster cloths Guest stationary, soaps, tissues, sewing kits, hangers, etc. Memo pads, writing implements, formats, stamps, etc. threads, needles, buttons, lace, etc. Brooms, mops, buckets, etc. Includes in addition retirement benefits, bonus, allowances, etc. Air-conditioning/heating, electricity consumption in the Department. Expenses on maintenance of furniture, fixtures and equipment. Expenses on visits to suppliers, staff transportation. Landscaping-seeds, manure, saplings, nursery pots. Florist-flowers, flower holders and vases. Insecticides and pesticides. Washing materials.

The information on expenditure should be largely based on aggregate consumption in the last three years. Information can be got from stores consumption record for cleaning supplies, guest supplies, stationary, tailor shop expenses. The purchase department could give the expenditure on cleaning equipments, horticultural expenses that are issued directly to the housekeeping department.

5 (b) Ans. Describe the different type of fire extinguishers & what is the flow of laundry activity? class A Fires occurring in dry combustible material such as wood, textiles, papers, rubbish, etc. in these fires the quenching and cooling effect of quantities of water or solutions containing a high percentage of water are of importance. Class B Fires in inflammable liquids such as oils, grease, etc. In these fires a blanketing effect is essential. Class C Fires in electrical equipment where the use of non-conductive agents are required for extinguishing them. Types of extinguishers: For class A fires the soda acid extinguishers, which eject water under gaseous pressure when they are inverted, are effective. Their use is limited, however, to small fires since they contain only two and a half gallons of water. Direct application of water from .hoses must be used when fires are beyond the capacity of these small extinguishers. For class B fires carbon dioxide extinguishers are required. For class C fires carbon dioxide fog I the extinguishing agent of choice since it is nonconductive. Care Must be exercised in using carbon dioxide extinguishers. The nozzle should never be touched with bare Hands when the extinguisher is in operation. Regardless of the type of fire, carbon tetrachloride or mixtures containing carbon tetra chloride should not be used. Q.6 (a) what are the basic components of front office operation? Explain these components? Ans. The basic components for the front office operations are following as: Salesmen Problem solvers They motivate the guest to spend more on the various hotel facilities. Guests invariably approach the front office for help in case they have a problem or complaint. The staff has to be diplomatic and resourceful to solve the problem at the shortest possible time. Guests who want information or want to pass on information use them For this purpose.

A Reference point

6 Coordinators Image-builders Since they are a reference point, the front office staff are required to coordinate with other departments, airlines, travel agencies and city tour offices to give the guest personalized service. as an extension to their salesmans role, front office staff can certainly generate a good image for the establishment in their manner of dress, communication, personal conduct and efficiency.

Essential attributes:1. Personal grooming is about cleanliness of the uniforms, nails, hairs, soft Perfumes, etc. 2. Personal hygiene: A clean appearance helps to project a good image not only of Themselves but of the establishments as well. 3. Self confidence: They should be able to deal with the people whose are belongs to Different countries, cultures, statuses. 4. Communications: It has to be clear and they should know the more than one Language. 5. Diplomacy: It helps to deal in such situations where the guest is irritated. 6. Calmness: The front office staff should have a high degree of tolerance to handle pressure of work. 7. Ability to remember names and faces: The front office staff should be able to remember the guest faces, their statuses. 8. Good manners: They should be aware of etiquettes and grace which are associated with good society. 9. Ready smile: they should be able to smile in every situation; the staff should be cheerful staff at the desk. 10. Physical fitness: Front office operations require the staff to stand for long hour at a stretch. 11. Quick decision making ability: Front office staff must be able to decide quickly a course of action that satisfies the guest, at the same time keeping the interests of the organization alive. (b) Ans. Write out the job description of a front office assistant (reservation)? Job position Category Reports to Job definition Directly controls Front office Assistants Non-supervisory 1. Front office supervisor 2. Front office manager Reserve, register and assign rooms to guests and be a continuous source of information during their stay in the hotel. Room racks, arrival-departure register, guest racks, reservation racks, guest room keys, guest mail.

7 Assigned area Of activity Hours of Operation Authority Front office: information, reception and reservation desks. One shift in 24 hours for 8 hours or as per policy of the management. Refuse reservations; give discounts as per policy; assign rooms and deal with guests as found fit; can refuse divulging guest informations to others.

Work performed Reservation:1. Promptly and courteously handle all reservation requests. 2. Update regularly the reservation chart and rack. 3. Keep all reservations correspondence up-to-date. 4. Keep room availability status board up-to-date. 5. Handle amendments and cancellations of reservations. Reception:12. Promptly and courteously register guests and assign them rooms. 13. Update the room rack continuously. 14. Calculate room availability position and advise reservation. 15. Issue VIP amenities voucher. 16. Complete pre-registration formalities regarding foreigners. 17. Co-ordinate closely with housekeeping for clearance of rooms to sell. 18. prepare room-reports and occupancy statistics. Information:1. Maintain guestroom keys safely and accurately. 2. Provide up-to-date information on the hotel and city to guests. 3. Receive and disburse guest mail. 4. Continuously update the guest rack. 5. Receive messages of guests and forward them correctly and promptly. 6. Liase with lobby to page guests.