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As the adage says, the difference is in the details. Those details are the charge of the Housekeeping Department. As one of the most integral departments within the hotel, the Housekeeping Department is responsible for the immaculate care and upkeep of all guest rooms and public spaces. Individuals who excel in Housekeeping Departments have an eye for detail and a commitment to the training, development and motivation of a diverse group of talented employees. A consistent product - both in our public spaces and in our guest rooms - has always played a vital role in the incredible success of the Wyndham Brand. The Housekeeping Department has played a major role in ensuring this product quality. As one of the largest departments within the Hotel, the Housekeeping Department presents an interesting challenge: how do you motivate, train and develop a diverse group of employees to produce a consistently exceptional product? The Housekeeping Manager has the responsibility for all aspects of the Housekeeping Department, from the hiring of employees to the maintenance of operational expenses at or below budget. Interviewing, training, motivating, ordering, receiving and monitoring product quality all play a large role in the typical day of a Housekeeping Manager. In a competitive hotel market, it is service and cleanliness that really make an impact on our guests and determine whether they will return.

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Why is housekeeping department considered to be the backbone of a hotel?

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Housekeeping is an important and integral part of the guest experience and satisfaction. Other things such as security are important, but what guests really want is to feel at home, to feel comfortable. Although the staff providing this service do not necessarily interact directly with the public, the quality of their work is critical in shaping guests pleasant memories of their stay. The impact of the housekeeping function on the success of a hotels operations cannot be underestimated, since large revenue for hotel industry is generated mainly from the sale of rooms. Good housekeeping is the foundation of good infection prevention. The general cleanliness and hygiene of a facility are vital to the health and safety of guests, staff, and visitors. Pleasant work environment contributes to staff members' satisfaction, making them to be more productive. A more pleasant environment improves guest satisfaction and can increase guests use of services and frequent visits.

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People go in the hotel to have a home away from home. Its the housekeeping department that transforms a chaotic room into a home that's why they are so important. As one of the most integral departments within the hotel, the Housekeeping Department is responsible for the immaculate care and upkeep of all guest rooms and public spaces. Housekeeping is the backbone of the Hotel Industry as it is responsible for cleanliness, maintenance and aesthetic appeal of the Industry. Housekeeping takes more manpower to accomplish countless functions that it does for the other departments in the lodging industry. It is a major department which accounts for the revenue of the Hotel.

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This department makes the guest feel "A home away from home".

P3 b Amenities supplied to group bookings Guest house rules Room beverage menu Polish my shoe card Match Box/ Lighter Room service menu Breakfast knob cards Ash tray Bible / Gita Do Not Disturb cards Guest stationery Service directory Water tumblers Fruit Sticks Toilet Rolls Tumblers Gargle Umbrellas Sticks Swizzle Hangers Pallets Rattan Baskets Shoe baskets Tissue Boxes Garbage Barrels Racks Shoe Horns Carry Bags Brushes Clothes Nail files Bathrobes Cotton buds Sanitary Bags Cotton Balls Combs Shoe Mitts Shoe Shines Sewing Kits Shaving Kits Dental Kits Shower Caps Bath Lotions Bath Gels Slippers Soaps/ Soap dish Shampoos Hand towel Face towel Bath towel

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P4 b Advantages and Disadvantages of Property Management System

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Advantages: Reduced staff - our initial estimates included the need for three staff members in our operations support group to maintain local area networks in all of our locations and the company wide area network. Using the ICA approach, we have one staff member responsible for support. We may have to add a part-time assignment later this year.

Simplified support - with ICA, the software installation, upgrade and support effort is confined to the central computer room. One process impacts every workstation on the network at the same time. If we have servers in each location, software installation and upgrades can be very complex. Updating systems would take a long time, since multiple locations have to be managed, either locally or remotely.

Reduced cost - in our situation, the necessary upgrade or replacement of hardware and software licenses was a major concern. We estimated that we would have had to replace approximately _ of our servers, workstations, network software and desktop software if we chose the local area network design. With the ICA approach, we have eliminated the need for servers at the local level and the need to replace most of our equipment. The savings exceeded $500,000. For example, the network computing workstations we are purchasing are less than half the cost of a personal computer. Yet, on our network, each has all the functionality of a PC.

Years 2000 compliance - with the central system Year 2000 complaint, most of these issues are addressed at one time. Our investigation showed we had a very complex problem bringing our disparate systems up to Y2K compliance. With all software operating centrally, Y2K issues are handled only once.

Single point of failure - with the ICA approach, a single point of failure is minimized or eliminated. For example, if any server or several servers in the server farm fails, the rest of the servers will dynamically pickup the load. If the network fails, the routers have dial backup capability to reestablish a connection to the central system (although this will be at slower speeds that the dedicated network).

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The Internet - network computing can take advantage of the power and availability of the Internet, making the setup of a network much easier and faster than previous networking approaches. Central database - while the other advantages deal with technology, this advantage (one of the most important from our point of view) deals with information. Having a central, integrated database has significant competitive advantages. A distributed database is much more difficult to administer and consolidate effectively.

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Disadvantages: Availability of ICA software - while ICA has been available for several years, not all software developers have provided versions of their products which use this technology. Many systems can not use ICA effectively without a version specifically written for its capabilities and intricacies.

Possible network failure - if the network fails, the entire company is impacted. To minimize this possibility, we took several steps. First, we use several companies to provide our network services, minimizing our risk if a single network cloud fails. Second, we have a professional network management company monitoring the system 7 days a week, 24 hours a day. If any location fails, we are guaranteed 4-hour time to fully restore service. Third, we equipped each office with dial backup capabilities.

Learning curve - it will take programmers and network staff some time to understand the capabilities and requirements of ICA. Technology staff with ICA knowledge may be difficult to find, but as more products are brought to the market, this situation should be resolved.

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Conclusion: Network computing is in its infancy. Interesting enough, many years ago network computing was almost a standard. Mainframe computers were in most major companies and terminals to these computers were standard equipment. A large team of data communications specialists managed vast dedicated and costly networks. Then came the personal computer and all that changed. Computing power was moved to the desktop and network architectures were altered. However, by moving the computing power to the desktop, a new set of challenges was created. Programming and supporting this new distributed approach to computing often replaced one set of problems with another and required significantly more capital than many managers anticipated.

This new approach to network computing, combining the best of both worlds, is a viable option for companies looking to improve their information flow and reduce costs at the same time. Although the design is relatively new, it offers enough advantages that it should be seriously considered as companies reexamine their information requirements for the next millennium.

12. M 13. Role Play

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My Role Play states that : Do a booking for a wedding party who require 50 rooms for 3 nights, what are the finer details I will look into Guest is dining at the restaurant and out of no where a rat runs over her feet and she sees it, she gets up from the table and is very annoyed, speaks to the duty manager, the guest is doubting if the hotel is clean as per standard norms.

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Answer to a. I will first enquire for the type of rooms that the guest wants for the wedding party. I will also see if the banquet hall is not occupied on the day of the wedding. As it is a big group I will accommodate them in the given rooms. If they are not satisfied, then I will provide some discounts to the entire group.

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Answer to b . First and foremost I will take care that such incidences do not happen in the hotel. In case it happens, then I will take care that the hotels image is not disrupted. Guest: Oh! There are rats in this hotel. Me: I am sorry maam, but its must have been your imagination. Guest: No no I just saw a rat going over my feet. Me: The hotel is famous for its cleanliness maam. Such incidences rarely happen. Guest: I dont believe you! Me: You can take a tour of our hotel maam. Guest: Yes please. Me: Let us start with the kitchen. You see maam its quite clean and there are no pests around.

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Guest: Yes I can see that but how did such a thing happen? Me: Animals like rats do not have homes. They just wander around in search of food. May be it came from outside as the place surrounding our property may not be clean. Guest: How are you sure of that? Me: I am working in this hotel for quite a long time maam. This is the first incident that has happened. But I assure you that it is the first and the last. Guest: Very well then. Me: Thank you maam and our hotel regrets the trouble caused to you. Guest: Its ok. I am convinced now. Me: Thank you maam.

16. UNIT 10 P1,P2,P3 & P4 17. Self Development & Effective Communication

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In our Personality Development assignment, we had been given a task to visit any community service place. On that basis we had organized a small program in a old age home-Krishna Prabhu located in Pune. It was a good experience that I have ever had in my life. There I saw many types of personalities, some were introvert, some ambivert & some extrovert. Looking at these personalities it gave a motivation. And from then my life was changed to a certain extent. Looking at this scenario, it has taught me whatever happens in life we should not lose hopes & always be a goal getter in life. This project has motivated me to associate with people who are great achievers in life. I personally feel that this project will definitely relate to my job as I have learnt to work in a team, cooperate with the team members & treat everyone equally.

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ADVANTAGES : Hospitality industry comprising of hotel and catering industries is the fastest growing industry in the world. It is a key component of the travel industry and is one of the major employers. In the Indian context too the sector has witnessed booming growth in the past decade or two especially after the opening of the economy. Increase in foreign tourist arrivals, MNCs foraying into India, demand - supply mismatch getting closer, rise in Occupancy rates and strong recovery of the Indian economy. Employment opportunities - The industry is still evolving in our country and has a huge employment potential. In fact, supply of trained manpower in this sector is far below the demand. Paid more for extra work. Increase in the market share: India's share in international tourism and hospitality market is expected to increase over the long-term. New budget and star hotels are being established. Moreover, foreign hospitality players are heading towards Indian markets ADVANTAGES & DISADVANTAGES OF HOSPITALITY INDUSTRY

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With the advantages come the disadvantages too!!

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For Employees - Long and Odd Hours - Many hotels are around-the-clock, 24-hour operations and staffs are required to work varied shifts and extended hours. Shortage of skilled employees - The hospitality industry has failed to retain good professionals. Due to competition in hotel employee tends to change their jobs to find superior one. Shortage of rooms - The hotel industry is facing heavy shortage of rooms. Customer expectations - As India is emerging as a destination on the global travel map, expectations of customers are rising. The companies have to focus on customer loyalty and repeat purchases. Prices of each product will rise.

20. CAREER IN HOSPITALITY INDUSTRY

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20 years from now, I see myself very successful in the hospitality industry. May be a manager of the most renowned hotel first in India and then worldwide. An experience will provide me lavish life ahead. For this, I will have to work hard as this career is not so easy. Working in a 24/7 situation and also there is assurance of job after a recession in the world market. There are also life threatening situations like terror attacks like the recent ones in the Taj and the Oberoi in Mumbai. But overcoming this, will be a great helpful asset.

21. Future of Domestic Hospitality Sector

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Hotel industry depends largely upon the foreign tourist arrivals further classified into business travelers (around 65% of the total foreign tourists) and leisure travelers. The following figures show that business as well as the leisure travelers (both domestic and international) formed major clientele for hotels in 2004. Over the last two years, the hotel industry has seen higher growth rates due to greater number of tourist arrivals, higher occupancy rate (being around 75% in FY'06) and significant increase in average room rate (ARR). The major factors contributing to this growth include stable economic and political conditions, booming service industry, FDI inflow, infrastructure development, emphasis on tourism by the central as well as state governments and tax rationalization initiatives to bring down the tax rates in line with the international levels.

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There is no disputing that India is one of the most dynamic and diverse tourism and hospitality destinations on the global map. Whether it was a sudden surge of domestic and international real estate companies in hotels, international companies riding to town with their bouquet of brands, or Indian hotel majors shocking the global hospitality scene with their mergers and acquisitions, 2006 saw India shift its gear to the turbo mode.

22. BIBLIOGRAPHY

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Hotel Visits. Hospitality Modules. Self General Knowledge. http://www.hotel-online.com/News/PressReleases http://scholar.google.co.in/ http://www.tripadvisor.com/ http://www.itopc.org/travel-trade/new-hotels-in-pipeline.html http://www.globalhotelalliance.com/HotelSearch.aspx

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http://www.fivestaralliance.com/luxury_hotel/mumbai/the_leela_kempinski/gallery/09707_1 http://thecomforts.com/thecomforts_directory.asp?spc=1333 www.googleimages.com

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I take this humble opportunity to thank the Frankfinn Institute for giving me such a great exposure to the hospitality industry. I would also like to thank Mrs.Meenakshi Ahuja for teaching us the highs and lows of the Hospitality Industry and making us tackle any situation in our future life. ACKNOWLEDGEMENT

24. THANK YOU