To study on growth, development and new techniques used in front office department in various hotel of Nagpur city Submitted

in partial fulfillment for the requirement of the Degree of Bachelor of Hotel Management & Catering Technology

Submitted by: Mr. PUSHPINDER SINGH SARAN Guide Mrs. Jasmine choudhari

Tuli College of Hotel management and catering technology. Near Koradi Octroi Naka, Godhani Road, Nagpur. R.T.M. Nagpur University, Nagpur.
2012-2013

INTRODUCTION

efore 1760 people used to go to inns for having their lunch, dinner etc .It was the place where families used to host their guest inns owner used to provide lodging and boarding facility service to their guest.

To word hostel was used then it was called hostelier which means head of unit or the place. The Norman people invented the word hotel. The real growth of modern hotel was originated in U.S.A with opening of City Hotel in New York in the year 1974. This was the first building erected for the hotel purpose. This period also saw the beginning of chain operation under the guidance of E.M.STATLER. It involves big investment, big profits and trained professional to manage business. The definition of hotel states that, Primarily and fundamentally, a hotel is an establishment which supplies boarding and lodging not engaged in inter state commerce or in any intra state commerce, competitive with or affecting inter state commerce (or so related that the regulation of one involves the control of other).* The recruitment and training programmes are required to be developed in the face of technological sophistication. The leading hotel companies have been found promoting an ongoing training programme so that the personnel come to know about the use of sophisticated communication technologies. So it is in the hospitality industry, before a manager can direct and shape employees individual contributions into an efficient whole, he or she must first turn employees into competent workers who know how to do their jobs. If employees are not skilled at their jobs, then the performance they give will get bad reviews.

The name Hotel was derived from a Latin word called Hospitiums. The
earlier hospitality involved accommodation these come to be known as bins which booked after by in keeps. The hotel industry includes four main department. They are as follow: 1) FORNT OFFICE 2) HOUSE KEEPING 3) FOOD AND BEVERAGE 4) FOOD PRODUCTION The Front office as a hotel is an operating Unit and is the most suitable Department as the hotel and fundamental reasons for hotel existence. It is responsible for the star hotel rooms through systematic methods as reservation surround by requisition and allotting rooms to the guests. It holds good prime atmosphere is view of the basic nature as a hotel that is to sell rooms and revenue collected from the sale of rooms contribute more than 50% of total hotel sales. If has complements role as image of the hotel. It is the first and the last point contact as every guest. The staff at front should have pleasing personalities to eater to the guest information service. The front desk after form as the guest request consisting or requesting issue. Foreign guest use the front desk to exchange currency. Find a translate as request other Special assignment is addition it may also be a base operation during energy such as fire or guest injury.

The Front Office Department comprise of the Reception, Guest Service Offices, Bell Services, Reservation, Operators, Executive Club, Health and Recreation Center and Business Center. The purpose of the Front Office Department is to provide guests assistance with luggage, transportation, information concerning the hotel and the city, and any other service arrangements needed during their stay. Employees of the Front Office Department often provide the first and last impression of the hotel to our guests. It is therefore vitally important that employees display a prompt and courteous attitude to all guests and demonstrate the excellence in service. The Front Office Manager who comes under the direct supervision of the Director of Rooms and supervises the Front Office Department.

Important of Front Office Department to the Hotel

Hospitality, warm welcome Often provide first and last impression. Often have longest contact with guest. Continuity: Long term service, recognition of repeat guests, remember names, guest histories Acquaint guest with hotel. Sell hotel food and beverage outlets. Up sell: Suggest deluxe and suites. Smoother over disgruntled guests.

DETAILED LOOK BEHIND THE FRONT OFFICE DESK

Being the Face of the hotel Front office assures the guest of all the luxuries and facilities which make them feel at home. It assures..

a) To accommodate the guest through systematic method of reservation and registration. b) To provide the guest most comfortable stay. c) As it is the first and last point of contact its main role is to create proper image of the property. d) To provide in-house and other important information to guest time to time whenever they required. e) To maintain accurate reports such as occupancy reports, guest folios, settlement of guest bills etc. f) To maintain perfect coordination with related departments. g) Handle all the complaints and differences diplomatically . h) To be the source of contact for different mail, messaging and other related services. i) Provides assistance in any emergencies. j) Provide internal PR to enhance the perception of the hotel in the guests eyes.

AIM:- To study on growth, development and new techniques used in front office department in various hotel of Nagpur city.

OBJECTIVES:

To study the evolution of hotel industry. To study the important role of front office as a department. To learn the growth and development of front office as a most important part of hotel. To study about the systems and software used in front office. To study about the latest techniques adopted by the hotels of Nagpur. To explore what methodologies, technologies and innovations can be used in front office in future in Nagpur city.

To know about the latest key systems followed in hotel in Nagpur.

LIMITATION OF STUDY:-

 The study does not consider the financial and technical aspects as the hotel does not
give permision

Due to time lapse between collection of data and presentation certain facts and signs might have cleared.

REVIEW OF LITERATURE/INFORMATION REF.: The project includes the material and information referred from the book

RESEARCH AND METHODOLOGY

TITLE OF RESEARCH:- To study on growth and development of

front office department and new techniques used in front office department in various hotel of Nagpur city.

SELECTION OF PLACE:In and around Nagpur city.

SIZE OF SAMPLE:A round 75 questionnaires and comment card were offered to public to collect the data. Purposive random sampling technique was used for sample and sample taken from all the direction of a particular area.

COLLECTION OF DATA:With evolution to study information was social from following sources. A) Primary Source B) Secondary Source A) Primary Source:- The Primary data was collected during solution traditional in various hotels and the interview with hotel personnel. B) Secondary Source:- The data was collected from several books, Journals, Magazines, Newspaper brochures etc.

ANALYSIS OF DATA:Data thus, collected was discussed in result and discussion chapter.

RESULT AND DISCUSSION:In this part of the study, the result and discussion which will receive after the survey will be mentioned. It will be in the form of tables and chart.

SUMMARY AND CONCLUSION:-

In the part, summary and the analysis will be mentioned and recorded after receiving the survey which has been discussed.

SUGGESTION AND RECOMMENDATION:This part of the study includes all the suggestion and recommendation given by the guide and the researcher.

ANNEXTURE:It includes the sample copy of questionnaires, comment cards and various reports by magazines over the popularity of street food in Nagpur city.

BIBLIOGRAPHY:It includes the list of books, magazine or internet sites from where the data will be collected.