A STUDY ON FRONT OFFICE PROCEDURES FOLLOWED IN RADISSON GRT HOTEL

A project submitted to the UNIVERSITY OF MADRAS in a partial fulfillment of the requirement for the award of the degree of MASTERS IN HOTEL AND CATERING MANAGEMENT

S.NO 1 INTRODUCTION

TITLES

PAGE NUMBER 3-26

ARD OPERATING PROCEDURES 2 IN FRONTOFFICE RESEARCH METHODOLOGY PROBLEM DEFINITION OBJECTIVE OF THE STUDY SAMPLING METHOD SAMPLING SIZE TOOL FOR DATA COLLECTION PERIOD OF STUDY 3 4 DATA ANALYSIS AND INTERPRETATION 5 SUMMARY OF FINDINGS 6 SUGGESTIONS AND RECOMMENDATIONS 7 CONCLUSION 8 9 BIBLIOGRAPHY ANNEXURE QUESTIONNAIRE LIMITATION OF STUDY LITERATURE REVIEW OVERVIEW OF SOP

27-34

35-39 40-76 77-78 79-80 81-82 85-86

87-89

INTRODUCTION

INTRODUCTION Front Office in a hotel consists of the following sub departments: Telephones Reservations Reception Cashiering Information Bell Desk Guest Relations Airport Representatives

Business Center

Health Club At the Radisson Hotel St. Thomas Chennai, the above departments are classified as: Front Desk comprising of Telephones, Reception, Information and Cashiering. Reservations Bell Desk Guest Relation Airport Representatives

Business Center and

Health Club

Procedures for the various sub departments in Front Office

Procedures Followed During Check-ins

Guest name to be checked with the company, in the system Check-in to be shown immediately on the system, so it would release the telephone lines for outgoing calls, and the room is known to be clean or not. Registration card to be filled in for whichever details are more needed, since guest with reservations are printed and signature to be taken. Pre-registration card to be updated with all information on arrival. Business card to be received for new arrivals, or if the profile could be linked if guest is already been here. A foreigner checking-in with an Indian address/or INR rate found on the form, ask whether the guest holds a residential permit or not. Foreigners and NRIs are always charged dollar tariff, except in special cases. If scanty baggage or walk in then a cask advance or a credit card approval is taken. MIP and VIP guests are escorted to the rooms by the GRE or FOAS Departure date and time to be confirmed.

Night Audit Rate variance is checked (tallying of rates with reservations made for the day). Allowances if any are passed and then tallied. Bills are tallied with the bill wise check out report. Room rates are posted and checked for. Cash for each outlet is closed and the folio is closed after tallying. All zz folios are checked out. Back up is taken for FO data (all systems will have to be logged out). File maintenance is done. Night audit is then started. Cashiering

Jobs such as forex, paid-out, shift-wise closing, night drop, etc. are done.

For each cash transaction happening a receipt is raised. A similar type of voucher/receipt is made for IOUs, paid-outs forex. Cash is closed in each shift, by tallying the system cash collection report with what is in hand.

Reports of cash collection, forex, paid-outs for the day are taken to tally the cash including any voucher of cheques which are in hand.

The night shift after receiving cash from other outlets, and tallying it with the zz pos cash folio, close the cash collection for the full day.

Any excess amount closed in the night drop, is transferred to the next days account; in which the day shift collects the excess amount from the accounts.

Front-desk
The front-desk asst. takes care of taking registration cards for the days arrival and making the key cards. Hand-over of various messages, including parcels, etc., are handed over to each shift, till handed over to the guest.

Certain reports are sent, such as CRS no-show every Monday, Jet Privilege reports every month (23rd) and the ROL report on the 3rd of every month.

Frequent Flyer numbers are loaded on the, FF system, by the morning shift everyday.

Procedures Followed During Check-outs At the Front-Desk

Greet the guest coming to the counter. Ask for room number and cross-check with the name. Inform the bell desk for baggage to be brought down or even otherwise. Check for last minute postings (eg. minibar Consumption, etc.,) or allowances to be passed. Do the postings if any from your side. House-keeping to be informed about check-out for minibar check and the room. Follow on the billing instructions whether the Bill to Company, Direct Payment, etc., Bills to be produced to guest for signature and settlement to be received. Settled copy of the bill will cash receipt or card-holder copy of credit card charges slip to be given to guest. Send off the guest with pleasant words.

Mode of Settlements
Cash tally Will folio amount. Signed copy to be retained with us. Copy of invoice to be given to guest with cash receipt. Credit-Card entered on System Swipe card on EDC machine for sale amount (Offline sale To be taken if approval already received) City-Ledger : Settlement to be shown with the company name of : Validity of credit card to be checked card number to be : Bills to be taken on cash settlement. Cash received should

whos settling The bill. Both copies of invoice to be signed by guest. All supporting bills to be attached with final bill. STPC etc.,) STPC vouchers to be received on check-in. Entitlements would be mentioned in the voucher. Eg. Room +taxes +food (no alcohol) to arln./Rest Drt. : Issued by various Airlines (eg Singapore Airlines, Lufthansa,

Travel-Agent theVoucher to

:Vouchers are issued by the agent. Entitlements given on be followed while settling the bill. Guest

signature to be received on the TA voucher.

STARTING THE SHIFT

When you come on shift check the position for the day and for the next few days. Recheck the arrival of VIPs for the day. Check if there are any pending reservations that have to be keyed into the system. There are various ways wherein a reservation comes into the hotel. They are: Telephone Fax E-Mail Unit Sales Hotel Staff Central Reservations
Telephone

Most of the reservation bookings are received over the telephone. When handling a query over the telephone the following has to be kept in mind.

Wish the caller according to the time of the day and using the department name, with the standard phrase. Ex: Good Morning, Room Reservations, May I help you.

After you wish the caller, listen to his/her request.

 Check if there are rooms available. If there are no rooms available inform the same to the caller and request if the booking could be held waitlisted on a priority basis .Try for selling a higher grade room (up selling) or try and sell rooms of our sister hotel GRT Grand (knowing the position of even that hotel). If the caller gives the booking, note it down and place it on waitlist and prioritize the booking. booking. If there are rooms available take down the booking in detail in the correspondence envelope. Verify the details with the caller before disconnecting. Feed the booking in the system. Print Out a confirmation letter and fax it if the caller has asked for it, preferably always to avoid future disputes. The confirmation to reach within 10 minutes after disconnection of the call.
Fax

Feed the same in the system as a waitlisted

Read the fax in detail. If rooms are available during this period, stamp it using the confirmation stamp, tick confirmed and refax it to the sender. If rooms are not available during this period, stamp it using the confirmation stamp, tick waitlisted and refax it to the sender. Make the correspondence as per the details in the fax and update in the system. If the fax is lacking certain details which are vital for the booking, call or fax the sender and request for the details required. Return fax should reach the booker within 10 minutes of the receipt of the fax.

E-Mail

Read the email in detail. If rooms are available during this period, reply to the sender saying it is confirmed. If rooms are not available during this period, reply to the sender saying rooms are not available and request if the booking could be held waitlisted on a priority basis.. Make the correspondence as per the details in the email and update in the system. If the email is lacking certain details that are vital for the booking, email the sender and request for the details required.

Unit sales / Hotel Staff Take down the complete details of the booking. Inform the person giving the booking if rooms are available or not. If available confirm, it if not waitlist it on priority basis and inform the person concerned. Update the same in the system.
Central Reservations

There is an interface between the central reservation office in Omaha and the Fidelio system in the hotel. All the bookings made by the various reservation offices are downloaded into the system directly. As presently the interface is not working, the reservations are downloaded as fax messages in the Reservations Department. The reservations are made and downloaded only if rooms are available in the hotel.

Read the fax and make a correspondence envelope as per the details.

 Pay particular attention on the rates, rate code, credit card guarantee, flight details, special requests etc. Update the same in the system.
GROUP RESERVATION

Group reservations are received predominantly from Travel Agents. The procedures for group reservations are basically the same as given above. Note down the details of the query and from which Travel Agent it has originated. Check with the Front Office Manager whether rooms could be blocked for the said group. On his approval block the same in the system as groups. Confirm the same to the Travel Agent informing him of the cutoff period wherein which he would have to send the voucher for the booking. If rooms are not available during the period of request, inform the same to the travel agent. Note the following: Details such as guest name, company name, arrival and departure date, flight details., whether pick-up required, single or double occupancy, type of room, Name of booker with contact number are to be taken, when taking down a booking. Corporate rates, if any, should never be disclosed over the phone, unless the caller is a recognized person, from the company. Reservations are written down on the covers and entered in the system and the confirmation number is noted on the cover. The reservation covers are then filed in the corresponding reservation file date wise for proper references.

CLOSING FOR THE DAY

Recheck if all the bookings received have been actioned correctly. If there are any faxes from the Regional Sales offices regarding the bookings, action the same the confirm in to them. Tally the next days arrivals to see if all the details have been entered correctly in the system. Identify the various VIPs and MIPs arriving the next day. Keep the Front Office Manager and the Guest Relations informed of the same. A report of the expected arrivals for the next day is sent to the Executive Director and the General Manager (with the VIPs and MIPs marked). An airport pick-up report is given to the Travel Desk. The following are the duties of the guest relations executive. Going through the reservations for the day, checking for any special requests and the VIP and MIP arrivals expected. Blockings rooms and checking them, well before arrival of the expected.

Limousine checks, Drivers Grooming are undertaken by GRE. chance to check your patience (important in the industry).

Assisting guests during any queries, a time where you feel stamped and a When there is a change in each shift, the GRE takes the briefing. In Radisson, since in the night there is no GRE the Sr. FOA in the shift takes the briefing/handovers the shift. The GRE looks into even the dcor of the lobby (includes the lounge).

Procedures followed during room assignment:

Firstly the GRE sees that all VIP and MIP rooms are blocked, for the day. The house-keeping when getting the rooms done, take care of placing the required amenities in the rooms.

Next is blocking rooms for the airline crew expected for the day. The GRE when blocking these rooms inform the house-keeping to set the room as per the contract. Inter-office memos are circulated to the respected departments, regarding the stay and billing for certain guests, During the time of a guest checking in, the GRE when present in the area, greets and welcomes the guest. The guest relations should be present, without fail when a VIP of MIP arrives to the hotel, and escort them to the room. When blocking rooms, the GRE looks into the profiles and the reservation information, of every guest to see whether any room request is asked for. Well before the arrivals of guests the GRE checks the rooms, place welcome letters, newspapers, and looks into the status of the room (this includes the bedding, air-conditioning, minibar, etc.,).

Following are the reports and registers maintained by the GRE:

Credit limit report, this is taken on a daily basis and usually comes for long stays. The credit limit of a bill, here is Rs. 50,000/-. The guests relations, sends a message to the room guest, in this regard.

Limo check report, all the limo cars (cars used for guest purpose) are checked by daily and in each shift. This check includes the drivers too, in their grooming.

Lost And Found file, at times it happens that when a guest checks-out, later some articles are found left back in the room. This is mostly traced by the house-keeping staff and then registered as lost and found a slip is sent to the GRE, which is filed and the security are informed about this.

Second effort activity log, as the name states, a report written regarding an effort taken on a complaint whether the guest is convinced or not, with it being solved.

Inter office memo, this is basically found in every department, where memos from each place is received or sent regarding the happenings in the hotel and stays of certain guests.

Other duties done by the Guest Relations Executive: In each shift a room status report is received from the house-keeping, mentioning the DND (do not disturb) and NB (No Baggage) rooms. The

report is first checked by the front-desk and then cross-checked by the GRE, who takes further care. Reading through log books of the front-desk, bell-desk, airportrepresentatives and the travel desk; and see that everyone and everything in the shift is in tact. Following up with the travel desk and the airport representatives regarding, the cars being sent for airport pick-ups and whether the flights are on time. Co-ordinating with the house-keeping regarding the lobby, lounge, cloak rooms and guest rooms to see the dcor is proper. Co-ordinates with the engineering, regarding electricity, air-conditioning, guest elevators and other maintenance work taking place in the hotel. Co-ordinates with the F & B department regarding banquets, outlet festivals, season festival programmes; to know about the details so that when relating to guests, he/she can try and promote them. The GRE checks to see that whether there is any parcels, baggage, etc., kept at the left luggage room (maintained by the bell-desk) by ay guest or received by any for future receipts, authorised by a senior person. When a room guest has a problem in operating the safety box, the GRE assists the guest in using in. Amenities placed in rooms for different categories of guests:

Regular rooms

The Hindu, plate of chocolates and a fruit platter on Request.

VIP rooms

The Hindu, Economic Times, Business World, Fruit

basket,Plate of chocolates, nuts and dry fruits, medium flower Arrangement, bathrobe and bathroom slippers.

`MIP rooms Business

The Hindu, Economic times, Indian Express,

Line, Business World, Time magazine, Fruit Basket, plate Of chocolates, dry fruits and nuts, large flower arrangement, Iron board and iron box, weighing scale, bathrobe and Bathroom slippers. Crew rooms chocolates. The concierge better known, their work is that of carrying baggage, issuing memos, purchase of garlands, etc., mentioned below is a detail of the work done by the bell desk. Procedures followed during FIT check-in:

The Hindu, fruit basket, plate of cookies and

The bell boys should be aware of arrivals, expected at the time (at least approximately). When he sees a car stop at the front, he should move towards the car to bring the baggage, by wishing the guest and welcoming.

He then moves towards the reception, with the baggage. The front-desk, hands over the key to the guest of the boy, wishing him a good stay; the bell-boy when finds the arrivals is a scanty baggage, he informs the front office assistant taking the check-in, this is done away from the guests sight. It happens at times that, a guest would want some of his baggage left at the bell-desk, at this time the bell boy tags the particular baggage, and

gives the second part of the tag to the guest, for future receipt of the luggage.

The guest is always made to enter and exit the elevator first, the bell boy should be courteous in his words, while going with the guest he should talk to guest about him and general topics (but should see that guest is not hurt by the talk). Even while opening the room, the bell-boy opens the door, and then says after you sir/madam, and then he enters the room with the baggage, enquiring on any more requirements and wishing the guest good stay. When the check-in is completed, the bell boy makes an arrival card with details of the guest, like arrival and departure date, number of baggage, etc., The Front-office assistant checks and counter signs this card. Procedures followed during Group check-ins: Prior to a group arrival, it should be seen that adequate staffing is present. Baggage tags and welcome drinks are kept ready. If instructed Arti and garlanding is kept ready. When the group arrives, the boy notes down from the coach driver the number of baggage, unloaded inform the tour leader about it and gets it signed from the leader. A signature of the driver too is taken with the bus number noted. Baggages are tagged with the room numbers and then taken for proper delivery to the guests. A group itinerary, formulated by the FOA with details pertaining to the stay such as wake-call, breakfast time & venue, baggage down time, billing for the group, etc., is later circulated to various departments.

Procedures following during FIT check-outs:

Messages for baggage pick-up is received directly by the guests or the front-desk staff, at times guests when seen with the baggage near the elevator are given assistance immediately.

When baggage is being brought down from the room, the boy as a look around to see that nothing is left back or missing. When he finds such a thing, the bell boy calls up the GRE or FOA to let them know, so that the matter is sorted out. The bell desk is informed whether the baggage is to be loaded in the car or else, while he confirms with the reception if the bills are settled. At our hotel as per hospitality, guests sometimes leave they baggage with us and request for bill payment later in the day. This is authorised by the GRE or a Sr. FOA, which is allowed only for regular and known company guests. Baggage left back at the LLR (maintained by the bell desk), are tagged and for future receipt getting back the counter-foil. Whenever the guest is send off, the bell boy wishes him a happy journey and wish to come again. Finally a departure card is written and signed by the FOA, and the same entered in the lobby control sheet.

Procedures followed during group check-outs: As per the itinerary, the staffing should be proper and the boys ready for bringing down the baggage as per mentioned time confirming it with the front-desk and guest relations. The coach is kept ready, and the luggage loaded. When the boys find the group, moving towards the coach, he confirms with the cashier about all the bills paid or else it the front desks duty to see o this. He wishes all have a nice journey. The bell desk makes only one arrival/departure card for groups and crews staying with us. Procedures followed on left luggage:

Baggage left back by guests, for future receipt from self, are always tagged with the counterfoil given to the guest with proper details jotted down on the baggage kept with the hotel. A message is given to all in the front-office, to make them aware of the guest luggage. At times guess give parcels, etc., at the time of check-out, to be delivered to a third party. In such cases the contact number and the persons name is noted and the time when it would be picked up.

 If, for a quiet long period, on one comes to collect them the same is informed to the front-desk and the GRE, who gets in touch with the person whos left the luggage.

Files and Registers maintained with the bell-desk:

Left luggage register, have details pertaining to date of receipt, room number, name of guest, number of pieces, etc., mentioned. The bell boys take care in handling this while receiving and delivering parcels and luggage kept with them.

News paper register, all news papers purchased for the hotel (includes guests, HODs, outlets) are noted in this. News papers are ordered knowing the position of the day i.e. arrivals, in-house plus departments ; for in-house guests papers are delivered by the night shift staff, placing it on the door and not disturbing the guest.

Stamp register, with a float cash of Rs. 500/- the bell boys maintain the stamps required for guests and official posts. Stamp charges for guests are collected directly, and if for official postage a voucher is raised and amount collected; for this the bell boys keep themselves update with the postal charges.

Umbrella register, five umbrellas are kept with the bell desk for guest use numbered and entered in the register on handling these. Lobby attendant control, details pertaining to all bell desk activities from time to time are written and bundled with the arrival/departure cards later on finishing the day which is done by the night staff.

Items kept with the bell desk for guest / official usage :

Wheel chair kept for guests with a disability.

Umbrellas are kept for guests staying or expected.

Ramp, basically used for pushing wheel chairs inside the hotel. Baggage net, used mostly for a huge number of baggage to avoid it falling from the trolley. Trolleys, three small ones and on big is right now being maintained with the bell desk. Packing materials such as baggage tape, baggage thread, covers, etc., are with the bell desk. Arthi tray used for welcoming guests. Stores indent book, for official use, on a weekly basis an indend is made for items required for the front-office on a whole. Purchase requisition, items required to be purchased and not immediately with the hotel stores, a purchase requisition is made and given to the purchase Manager.

Telephone Handling

As there are no telephones operators the front desk staff handle the telephone board and the department. The following are the charges: Telephone calls Local STD ISD Faxes per page Local

STD ISD Photocopy per page

When answering a telephone call the following procedure has to be followed. Incoming Calls:

Wish the caller according to the time of the day and using the hotel name, with the standard phrase.

Ex: Good Morning, Radisson GRT, May I help you. After you wish the caller, listen to his / her request. As per the request either transfer the call to the pertinent extension or answer the

Queries as required. When transferring a call, use the phrase Please Allow me to transfer your call sir / madam . If the caller has to be put on hold as the pertinent extension is busy use the phrase

Kindly hold on Sir / Madam. When you want to identify the caller, use the phrase who should I say is calling sir /

Madam. When finishing a call, thank the guest wishing him or her, a nice day. Internal Calls

 Wish the caller according to the time of the day and using the department name, with the standard phrase. Ex: Good Morning, Reception, May I help you. After you wish the caller, listen to his / her request. As per the request either transfer the call to the pertinent extension or answer the queries as required. When transferring a call, use the phrase please Allow me to transfer your call sir / madam. When you want to identify the caller, use the phrase Who should I say is calling sir / madam. When finishing a call, thank the guest wishing him or her, a nice day. The following has to be noted in the case of handling either of the above calls: Always be courteous when handling the phone, as we would not know who is on the other side.

Works such as Hello, Hi, yes, ok, ya, fine, etc., should never be used. Instead use Yes sir / thats right sir / certainly madam.

If you know the name of the caller use it at least thrice during the conversation.

As the name of the guests who are staying appears on the digital phones, address the guest by name when answering a call. Ex : Good Morning Mr. Phillip, This is the reception, May I help you.

It should be seen that a call should be taken within a maximum of three rings. Avoid keeping a person on hold too long, if there is no other choice then keep the caller informed regarding the status of the call every two minutes and recheck if they can be put back on hold.

 When taking down a message or a number, repeat the same to the caller before the call is disconnected. Always disconnect the call only after the caller has disconnected. During every shift the following work has to be done.

The telephone lines are checked to avoid any complaints, and also to check it the lines are working of faulty. A STD /ISD voucher is made for all personal calls made by the staff. They sign the same. If cash is paid, a cash receipt is raised and the same is entered on the voucher. voucher. These are later entered on the GMs report. The GMs report would also have a list of all the official calls made by the staff. FAX HANDLING Else a salary debit is mentioned on the

Handling of the faxes can be described as the following : Guest Incoming Guest Outgoing Official Incoming Official Outgoing All incoming faxes are received in the reservations department. Guest outgoing faxes are faxed from the reservations department and the official

outgoing faxes except the reservations correspondence are faxed from the administration fax in the banquet office. Incoming Fax Check the fax to see whom it is addressed to. If it is addressed to an internal department or staff, mark clearly and hand it over to the bell desk staff for delivery.

If the fax is addressed to a guest check the system to see if the guest has already stayed with us or is staying with us or will be staying with us. If the guest is expected, put the fax in an fax envelop, fill up the details required and hand it over to the bell desk staff for delivery to the room. If the guest is expected, put the fax in the fax envelope, fill up the details required and hand it over to the GRE for safe keeping. Also make a note in the log book and leave a check in message for the guest. If the guest has checked out. Check to see if a message can be sent to the person who sent the fax to keep them informed.
Outgoing Guest Fax

Before sending the fax recheck with the guest the number where it has to be sent. After sending the fax, retrieve the confirmation slip and hand it over to the guest. Note down the number of pages that have been sent. Note down the details in the guest fax register. Raise a miscellaneous voucher and post the charges in his account. Non-Resident Guest using Telephone / Fax / Photocopier Facilities

 There are times when non-resident guests would use the above facilities. In such cases the following facilities have to be followed : Check with the guest what kind of facility that he / she would like to use. Keep the guest informed regarding the charges for the facilities requested. Help the guest in using the facilities. Make a miscellaneous voucher for the total charges involved. Check if the guest is settling the charges by either cash or credit card. In the case of cash settlements, raise a cash receipt. Open a paymaster account in the guests name in Fidelio and account for the same.
STARTING THE SHIFT

Read the Logbook and note down any important points.

Take a fresh print out of the Airport pickup list. Note down and mark the VIP movements in the report. guests.

Check with the Travel Desk the cars that have been allocated for the Reconfirm the Arrival Timings of Various Flights via telephone to flight enquiry. Check with the Guest Relations if there are any important movements of guest who might need assistance in the Airport for either Arrival or Departure. Proceed to the airport. RECEIVING OF GUESTS Ensure that all the cars for the guests p/up have arrived at the airport with the correct placard. Tally the same with the airport p/up report.

 Hold a placard with the guests name and flight number near the arrival gate. Once the guest identifies himself, wish him and introduce yourself. Assist the guest with his baggage and introduce him to the driver of the car that has been allocated for his transfers. Once the driver assists the guest towards the car, await the arrival of the next guest.

Once the arrival by a particular flight is over, cross out the names in the p/up report. If there are any no shows, check the flight manifest to see if the guest has arrived by the flight mentioned.

If the name is not on the manifest call the Guest Relations and the Reception of the hotel and inform that the guest was a no show or

If the name is on the manifest, check with the Guest Relations Reception if the guest has already checked in.

If the guest has already checked in cross out the name in the report, if not wait for some more time for the guest to arrive.

RECEIVING OF VIP GUESTS

Hold a placard with the guests name and flight number near the arrival gate. Once the guest identifies himself, wish him and introduce yourself. Assist the guest with his baggage. If there is checked in baggage to the collected, collect the baggage tags from the guest and help him in retrieving the same.

 Introduce him to the driver of the car that has been allocated for his transfers. Once the driver assists the guest towards the car, call the Guest Relations or the Reception and inform them that the VIP guest is o the way to the hotel.

NOTE : Please note the following when handling the VIP guests. Check if there is any one from the hotel or outside who is going to the airport to receive the guest. Necessary arrangements to enter the airport have to be made in advance in case there are people to received the guest. In the case of special VIP guest Like State or Central Ministers, Embassy Officials or International Diplomats, Coordination with the State Protocol Officer and the Security in charge (Police) is mandatory. In certain cases they would use their own car / transport for security reasons.
RECEIVING OF GROUPS

Find out the details of the group checking into the hotel. Identify the Travel Agent handling the group and also who the coordinator of the group is. Find out the Transportation arrangements that have been made.

 At the airport coordinate with the local travel agent in receiving all the guest and assist them till the transport. Once the group leaves for the hotel call the hotel and keep the GRE / Reception informed.

RECEIVING OF LAYOVERS

Layovers are guests who are accommodated in a hotel by an airline due to various reasons like overbooking technical fault etc. followed : Find out the Airline that is looking for layover rooms. Find out the number of rooms required and the duration of the stay. Call the hotel and find out the availability of the rooms and the number of rooms that can be taken as layovers. Coordinate with the concerned airline staff and find out the entitlement details of the layover guests. Coordinate with both the airline and the hotel regarding the transportation for the guests. Before the guests leave for the hotel, call the hotel and give them the details of their stay and entitlements. Coordinate with the concerned airline staff and get the necessary vouchers / letters regarding the Layovers. On receiving information that there are layover passengers the following steps are to be

DEPARTURE OF GUESTS REGULAR AND VIP Helping in the Check In of Guest Tele Check In or Pre Check In is possible only for Domestic and not International Airlines except for VVIPs i.e. Head of State. Domestic Sector It is easier to do a Tele Check in or a Pre check in, in the Domestic Sector. This facility is normally available only for the Club Class of J Class passengers and not for Economy Class Passengers. avail the Tele check-in facility. When doing a pre check-in for VIPs / MIPs the airport coordinator has to make sure that he has the following details : Flight Details Ticket and its details Seat Request by the guest. Food request by the guest. Economy class passengers having a frequent flyer card and hand baggage are however to

 Check-in baggage details. Hand Baggage Details. Once the pre check-in has been done, the boarding pass is collected and brought back to the guest.

Keep a car ready to transport the guest to the airport and escort the guest up to the security area of the departure terminal. In case of Head of States, Diplomats, Ministers, Government or Embassy Officials, the airport coordinator has to coordinate with the State Protocol Officer who would be taking care of them. International Sector This facility is normally not available for passengers. The passengers have to personally report to the check-in counter for check-in. However using the influences of the airport coordinator, pre check-in can be done for VIPs and MIs. When doing a pre check-in for VIPs / MIPs the airport coordinator has to make sure that he has the following details: Flight Details Ticket and its details

 Seat Request by the guest. Food request by the guests. Check-in baggage details. Hand Baggage details. Once the pre check-in has been done, inform the guest as to where he would be met to finish the final formalities, as the boarding pass cannot be brought out of the terminal. Meet the guest, help him in filling the Immigration form, and escort him to the immigration area.

In case of Head of States, Diplomats, Ministers, Government or Embassy Officials, the airport coordinator has to coordinate with the State Protocol Officer who would be taking care of them. Departure of Groups Find out the details of the group that is checking out of the hotel. Find out who is coordinating from the Travel Agents and which flight the group are taking. Check with the Travel Agent Coordinator of the Group Leader if the concerned airline has to be informed regarding the group.

If required inform the concerned airline that a group is flying with them. Give them the details of the group like the flight number they are traveling by, the number of guests / passengers involved, the average age of the group, the approximate number of baggage involved and the expected time of arrival of the group.

Once the group is ready for departure from the hotel, check if all the baggage has been loaded. Reconfirm this with both the Group Leader as well as the Bell Desk Staff.

 Escort the group up to the airport, and help the Travel Agent Coordinator / Group Leader coordinate with the concerned airline for check in. Departure of Layovers As per the scheduled departure time of the layover guests, recheck the departure details with the airlines concerned. On the receipt of a confirmed departure schedule from the airline, inform the GRE / Reception for them to keep the guests informed about the same.

Recheck with the reception if they require any further vouchers / letters from the airlines regarding the layovers. Arrange for the transportation of the guests and escort them to the terminal concerned. Inform the airline staff coordinating, regarding these passengers and also inform them if any further vouchers / letters that are required by the hotel. Collect the vouchers / letters if any and hand them over to the GRE / Reception. SPECIAL FUNCTIONS / HELP FOR GUESTS The above can be subdivided into the following: Ticket Waitlist Clearance. Excess Baggage Clearance. Retrieval of Lost Baggage. Customs and Immigration Clearance. Ticket Waitlist Clearance.

There are times when some of the guests would have to leave unexpectedly and may not be able to get confirmed tickets for their travel. In this case the airport coordinator should use his influence and rapport with the airline concerned and help in clearing the waitlisted ticket.

Excess Baggage Clearance. The following are the maximum allowances for the baggage in the various sectors and the various classes. There is a varied charge for all luggage carried beyond the maximum allowance permitted by the airlines.

International Domestic Economy Class 20 Kgs. 20 Kgs. Business Class (J Class) 30 Kgs. 30 Kgs. First Class (Raffles Class) 30 Kgs.N.A. Passengers traveling to the United States alone are entitled to carry 2 pieces of baggage instead of a pre-determined weight. The average weight of the baggage is about 24 Kgs per piece. The above are the maximum baggage that can be carried by a passenger of the airlines. The airport coordinator through his influence and rapport would be able to help the regular or important guests to carry some extra luggage without having to pay for it.

Retrieval of Lost Baggage. There are times when the airline in which the guest is traveling loads the baggage in the wrong sector of travel. This leads to baggage being misplaced or lost by the airline. In such a case the airline would give a mishandled baggage slip to the passenger. As the airport coordinator it is the duty to help such guests who would be staying in the hotel. A copy of the slip is to contacted and regular follow up regarding the status of the baggage has to be made. Once the status of the baggage is known or the airline says that they have retrieved the baggage, the message has to be conveyed to the guest. Later after checking with the airline the guest would have to be escorted to the concerned personal and helped in retrieving the baggage from the airlines. Customs and Immigration Clearance All passengers who are arriving from international destinations have to undergo customs and immigration clearance at the arrival airport. As per the instructions given to receive and assist VIP guests at the customs and immigration, the airport coordinator would have to make the necessary arrangements to get the clearance done as smoothly as possible. He would have to use his influence and rapport with the custom officials to get the guest cleared without any hassles. He might have to brief the officials regarding the importance of the guests that he is receiving to facilitate easier clearance. Apart from all the above works that are done by the airport coordinators, there are also a few special functions done by them. They are the following: Liaison Work.

 Canvassing for the Hotel. Following Up of S T P C Vouchers. Following up of Airlines Bills. Liaison Work This is one of the most crucial functions of the airport coordinator. He has to maintain a good relationship with the various officials of the airport, airlines, customs and the police. He also has to maintain a good relationship with the other airport coordinators. This helps him in the various day to day activities at the airport.

S T E L E P H O R SR
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REVIEW OF THE HOTEL

Radisson Hotel, Chennai is a five star lifestyle hotel, located just three kilometers from Chennais Domestic and International airport and is a part of Carlson hospitality Worldwide, having its headquarters at Minneapolis, USA. Radisson Hotel, Chennai is a proud recipient of the Carlson hotels president Award for three consecutive years- 2005, 2006 & 2007 and also the hotel of the year in 2005. In addition the hotel has been accredited with ISO 22000 certification for food safety standards by British standard Institution. The unique stay benefits that a guest would get during his stay in Radisson Hotel, Chennai Close to domestic and international airports Complimentary Wi-Fi services throughout the hotel Complimentary airport transfers by luxury car for all rooms Complimentary use of wellness centre Easy access to the city centre and business ares of the city Concept signature restaurant The Great Kabab Factory Twenty four hours In room dining facility Round the clock service global cuisine restaurant Garden Caf Round the clock Guest service, One touch call centre ONEcierge Exclusive Club floor with Radisson club Lounge. Gold point plus member benefits that include frequent flier miles with 23 airline partners.

Accomodation Descriptions in Radisson Hotel, Chennai. The hotels prevailing feature which institutes about the facility and the guest service in the hotel is its unique rooms and its categories. Radisson Hotel, Chennai has got different categories of rooms on its various kinds and its various facilities.

SUPERIOR ROOM

Ultra modern room with tiled flooring offering choice of queen or twin bed, furnished with work desk, electronic safe, minibar and Complimentary Wi-Fi access. RADISSON CLUB ROOM Business class room with warm wood toned flooring and chic interiors, having enhanced comforters like Goose feather pillows, Laptop fitting safe, LCD television and DVD player, 2 line telephone, work desk with executive swivel chair, Complimentary WI-Fi and exclusive club lounge access. RADISSON CLUB PLUS ROOM Luxury Business class room with wood toned flooring, mood lighting, laptop fitting safe and enhanced entertainment facilities like i pod docks, LCD television and DVD player, complimentary Wi-Fi facilities. The rooms also features personalized massage chair and marbled bathrooms with body jet showers. PARLOR SUITE Spacious 510 Sqft room with wooden flooring having pool view and section dining, dressing and seating areas. The room features an 32 inch, LCD television with DVD player and has access to complimentary WiFi facility. EXECUTIVE SUITE Suite room with wooden flooring having a separate drawing room with exquisite view of the airport runway. This spacious 535 sqft room features a dining table, work desk with executive chair, safe, minibar and complimentary Wi-Fi and exclusive club lounge access. LUXURY SUITE Ultra luxury suite of 800sqft area, having wooden flooring with separate kitchenette, drawing room, bedroom and dressing area. It is equipped with comforters such as Goose Feather Duvets, 42 inches television with DVD player, Laptop fitting safe and the room offers pool view with both bedroom and drawing room. X Apart from the rooms the hotel also provides in house facilities in food and beverage areas through unique product enhancements. Food And Beverage Outlets

 Garden Caf The Garden Cafe is a Global Cuisine, round the clock. The Great Kabab Factory A concept signature restaurant unlimited Kebabs and has the ambience of a factory. Open Lunch and Dinner on all days and for lunch on weekends. Gallop Wine and Dine, an English polo club styled bar with wining and dining options. Open from 11.00 am to 11.00 pm on all days wijth exclusive offers for happy hours. In room Dining The in room dining option operates round the clock, Also specializes in the service of Bizbites whicj=h is a packed lunch/dinner takeaway. Chateaux de gateaux Pastry shop offering confectionaries and chocolates. Open on all days from 11.00am to 11.00 pm. Specializes in takeaways. Lobby Lounge Snacks and beverage, round the clock.

Radisson Club Floor The Radisson Club Lounge offers exclusive service to the Radisson Club, Club PLUS and suite room guest. Open from 11.00 am to 11.00 pm. Banquet halls There are various kinds of banquet halls seating 25 to 250 peoples. And there is a business centre with the conferencing facilities in a well spacious meeting and board rooms. Radiance, fully equipped Gymnasium, Beauty parlor with massage rooms, steam sauna and Jacuzzi facilities. The wellness centre has a qualified ayurvedic doctor for recommendations and treatments. Other Enhanced Facilities

Doctor on call GRT tours and travels- Round the clock travel services. Lobby shop-Affliated to Odyssey, Adyar Money exchange In house laundry and Dry Cleaning Exclusive facilities for Radisson Club, club PLUS and Suite rooms Round the clock, one touch, Guest service Call centre, ONE cierge Rooms for differently abled Special amenities for women travelers Express Check in and check out facilities

OBJECTIVES OF THE STUDY

The Must Objectives of the Procedures that are followed in front office should have to Satisfy the guest
Maintain the standard of hotel

Create Uniformity among the staffs Increase the flow of guest

Ensure proper means of service standards.

PROBLEM DEFINITION:
To find out whether the Front office procedure followed in Radisson GRT

will help to maintain the standard of the hotel and whether it will satisfies the guest.

SCOPE OF STUDY The study was conducted in the city of Chennai but among very few samples of respondents belonging to the supervisory cadre of the front office department.

LIMITATIONS Due to time constraints this research could be done with the employees in a hotel. Due to the same time Constraints study was confined to only few hotel employees of the hotel Due to the limitation the study was restricted to the staffs of front office. Even though the procedures may vary hotel to hotel hence the project is done in a hotel, the resources are limited.

NEED FOR THE STUDY Since every hotel has their own procedures followed in front office but there is very little research done on the procedures. Hence it was felt that this research could contribute to identify the causes of following the procedures among the employees of the hotel.

EXPECTED OUTCOME This study has helped to identify the different procedures adhered in the front office department. Further research along the lines of this research may help redefine the procedures following by the employees at the different levels.

SUMMARY The topic deals with A Study On front office Procedures Followed in Radisson GRT. The study has been under taken to find out whether SOP can able to satisfy the guest and improves the quality of the hotel and staff. About 100 respondents were selected to find out that SOP can satisfy the guest. Convenience sampling method was used in this study.

REVIEW OF LITERATURE

A standard operating procedure is a set of instructions having the force to a definite or standardized procedure without loss of effectiveness. Standard Operating Policies and Procedures can be effective catalysts to drive performance improvement and improving organizational results. Every good quality system is based on its standard operating procedures (SOPs). SOPs as "detailed, written instructions to achieve uniformity of the performance of a specific function". SOPs are necessary for a organization It therefore becomes very important for the staff to train them on these SOPs so that they are actually aware of why and how SOPs can play important role in fulfilling the regulatory requirements. Drive Performance Improvement If your policies and procedures are incomplete, outdated or inconsistent, then you are probably not driving the performance improvement you intended. And by improving your business, you can save money and help increase customer satisfaction. Improve Your Results To be confident youre using procedure templates that get the job done quickly and correctly, its important to examine the basic elements. Take a

moment to view the following features that you should be using, and also learn how to benefit with such crucial time-saving features as: ` A clear and concise header block to ensure a procedure communicates the purpose and scope Clear department responsibility that identify who does what

Key term definitions to reduce confusion Measures of effectiveness to quantify outcomes References to related documents to improve usability Listing of applicable laws or regulations to communicate

compliance

Detailed list of revisions to track edit history Forms to ensure

proper control and record keeping.

SOP supports planning at any level of your organizational hierarchy from high-level planning. Avoid Procedure Writing Errors - Use the 7 C's To be effective, policies and procedures must be action oriented, grammatically correct, and written in a consistent style and format to ensure usability. These guidelines, along with industry best practices that are documented in auditable criteria, can be used to improve your procedures.

Context. Actions must properly describe the activity to be performed. Consistency. All references and terms are used the same way every time, and the procedure must ensure consistent results.

Completeness. There must be no information, logic, or design gaps.

Control. The document and its described actions demonstrate feedback and control.

Compliance. All actions are sufficient for their intended compliance. Correctness. The document must be grammatically correct without spelling errors.

Clarity. Documents must be easy to read and understandable.

Planning is based on information structures. An information strucure contains the following types of information: A time unit: this gives the structure a time reference. Characteristics: information ichre presents the different organizational units of the hotel. Key figures: information which says something about the way your hotel has performed or operated in the past or how you expect it to perform or operate in the future. You can plan several types of master data: Planning hierarchies Product groups You enter planning data in a planning table. You have the option of creating your own planning tables. A user-defined planning table is known as a planning type. In a planning type, you can define macros as in a spreadsheet aggregation and

disaggregation functions guarantee data consistency throughout complex planning hierarchies. Purpose of Capacity Leveling in SOP Effective resource planning is vital to the realization of operational targets. With SOPs resource Leveling function, you can assess the viability of your targets in terms of the resources required to meet them. This gives you the knowledge you need to fine-tune your targets and optimize The objective of SOP is to contribute to the effective functioning of the Department so that a quality has been maintained.

Sops Provides information on:

Responsibility. Requirements. Records. Method.

SOP FORMAT AND MANAGEMENT Requirements for document identification and control, accountability and traceability, responsibilities, etc., must be included with every procedure. This can be accomplished by providing a consistent format and consistent document management requirements for every procedure.

Scope. The scope should provide limits to the use of the procedure. Are there certain samples Responsibility. Who is responsible for performing the work described? Who is responsible for reporting the work? Are there special training or certification requirements? The consistency of operations must be ensured for all activities that directly affect the product or the decisions about product quality. What types of activity, if performed inconsistently, event-based procedures and data collection documents. HOW MUCH DETAIL IS ENOUGH? The level of detail required in a procedure is affected directly by the level of expertise of the individuals performing the work and the rigor of training associated with the task. There are no rules about the level of detail in SOPs that apply to all companies. Procedures must be written to communicate effectively with the individuals who perform the work routinely. Every procedure should describe required level of expertise and training in the Responsibility section of the SOP. Deciphering "what matters" from "what doesn't matter" in a process is also important when writing a procedure describing the process. When processing is poorly developed or is undeveloped, the author must guess at the significance of many process steps and controls. When this occurs, procedures inevitably contain a lot of unnecessary detail. One way to begin to edit this detail is to ask, If this weren't done exactly as directed, would it deserve to be written up as a procedural deviation? SOPs must be followed; if they are not followed, then the event should be considered a reportable deviation.

How does one write an SOP that has enough detail to be useful to the concern person without having so much detail that it triggers meaningless deviation reports? One way is to focus on the purpose of the procedure. It has already been stated that the procedure defines a process, process controls, and process control effectiveness testing criteria. These are fundamental requirements that cannot be eliminated. How these requirements are met, however, can vary, and the procedures can be written to facilitate this flexibility. KEEPING REGULATORY PROMISES A SOP also ensures that submissions, letters, memos, and meetings are fulfilled. It is important, as a result, to review these submission documents to identify the commitments and then to ensure that procedures are in place to routinely generate evidence that the promises are kept. NO SPECIFICATIONS IN SOPS An SOP should be standard -- that is, it should be useful for many different types of products and situations. Standard test methods, for example, should be applicable to many types of samples and products. The procedure does not change, although the specifications for the results of testing will change form product to product. To ensure that a procedure is standard, therefore, do not put specifications for the results of the procedure in the SOP. Procedures, however, must contain specifications, limits, requirements, or acceptance criteria for the process or test method controls. These controls include the results of positive and negative samples, blanks, standard preparations, calibrations, and equipment monitoring values --that is, any controls that help to ensure that the procedure was performed as directed and that the information coming out of the procedure is reliable. WHO SHOULD WRITE THE SOP

When a test method or process has been developed in-house, the individual who has designed the process and its controls, as described above, should write the procedure. The more knowledgeable the author, the more accurate the procedure will be. In addition, if the author is directly familiar with the work, the procedure will communicate effectively and the requirements of the work will be user-friendly. Individual who performs the task routinely or someone who is directly responsible for the performance of the task? The introduction section of the SOP describes the recognized need for procedures and lists agencies that will share The procedures. The introduction can also serve to specify the capability or resource in which the procedures are Being established and provide reasons why it is important to establish such procedures. To what capability does this SOP apply? What is the recognized need? Are any established agreements already in place among emergency Responders? Who will be using the SOP? Why is this concern being addressed?

Purpose

The purpose section clarifies the principal objective of the capability or resource that is the subject of the SOP. The purpose section also briefly describes the purpose of the SOPs with respect to the capability or resource and may include information as to authority, use, responsibility, etc. What is the principal objective of the interoperability channel? What is the principal objective of the SOP (delineation of authority, roles, and procedures)? What are the other interoperable communications alternatives to the Interoperability channel?

Structure
A graphical depiction of the agencies involved in the communications structure can help map out the flow of Information and help set the foundation for procedures. A depiction of command levels and roles within agencies Clarifies the relationship among users. Is a sample organizational chart that demonstrates the various levels of command within the department? It may help the hoteliers to understand the reporting relationships of all personnel with the capability to access the

Patching & Monitoring

The section on channel patching and monitoring is specific to a shared channel capability. It describes how the new capability is achieved and the specifics of that capability. It can also serve to identify benefits and alternatives of the capability as well as the specific procedures around aspects of use. For example, with an intra-jurisdictional interoperability channel, procedures for channel patching and monitoring are described and explained.

Conclusion Creating and applying SOPs that foster interoperable communications across an area or region can be challenging However, SOPs are essential for successful incident response. Overcome these challenges and establish effective SOPs. Whose responsibility will it be to ensure that these SOPs are followed when Necessary? Whose responsibility will it be to be familiar with and comply with these SOPs? It will be the responsibility of all communication personnel to be familiar with and comply with these SOPs.

Summary The purpose of a standard operating procedure is to describe the performance of controlled process. If it is written to fulfill only that purpose efficiently and effectively, it becomes a rugged, flexible, and valuable quality assurance tool.

d. Consider the following type of information, discovered during process design and development that are required to accurately describe a processing event and its control. A list of materials and components required for processing, with minimum quality characteristics. Specifically cite the part numbers that are approved for use. A full description of any reagent, component, or sample preparation/handling that must be performed before process initiation; describe compounding or formulation of reagents specifically or reference appropriate part numbers. A list of equipment required and the relevant characteristics of that equipment (capacities, A step-by-step description of the processing event to include the scale or capacity of the operations. Data-handling requirements with example calculations.

 Reporting and documentation requirements.

RESEARCH METHODOLOGY

REASEARCH METHODOLOGY A structured and scientific way to solve the problem under the study is a main purpose of research methodology. The study was conducted with respect to find the aspect of crisis analysis among the employees of a hotel in Chennai. The study is mainly focused on analysis on operational procedures during any crisis. The methodology explains collection of data, area under study, the determination of sample size and various statistical tools used to analyze the data in valuable information of findings. Research methodology is a way to systematically solve the research problem. It may be understood as a science of study how research is done scientifically, in this way we study various steps that are generally adopted by researcher in studying research problems along with logic behind them and research method or techniques but also methodology. It is necessary for the researcher to design his methodology for his problem as same may differ from problem to problem the research methodology has many dimensions and research methods do constitute a part of research methodology. The scope of Research methodology is wider than that of research method, research methodology concerning a research problem or study.

RESEARCH DESIGN DEFINITION Research design is the blue print of the proposed study. It represents the overall scheme of the study. A research design is a logical and systematic planning and it helps directing a piece of research. Description research studies are those studies which are concerned and which describes the characteristics of the particular individuals or a group, here diagnostic research studies determine the frequency with which owes or its with something else association is examples of diagnostics research studies. As against these studies concerned with the specific predictions. With narrations of facts and characteristic concerning individual group of situation are all examples of describing research studies. Most of the social research comes under these categories, from the point of view of the research design the descriptive as well as diagnostic studies share common equipment and as such as we may group together there two types of research studies. In descriptive as well as in diagnostics studies the researcher must be able to define clearly, what he wants to measure and must define population he wants to study. Since the aim is to obtain complete and accurate information in the said studies, the procedure to be used must be carefully planned. The research derives must make even though primitive fro protection with due to concern for economical completion of the research study.

The design must be rigid and must form attention on the following: a) Formulation of the objective of the study. b) Designing the method of data collection c) Selecting the samples d) Collecting the data e) Processing and analyzing the data f) Reporting Findings The research methodology deals with defining a problem for gathering information for the research process. The research design specifies the method for the purpose of data collection and data analysis. Research design adopted for the purpose of the study has been exploratory in nature. The whole data collected for the purpose of the study from the hotel employees.

SAMPLING: Sample size: Taking into account the nature and extent of study along with the constrains of time, a sample of 100 employees were surveyed. Sampling Method: The researcher has followed the sampling technique as a satisfied random sampling method for the study. Questionnaire Design: For the collection of primary data, structured and distinguished questionnaire was framed for covering various aspects of this study. The questionnaire contains open ended and closed ended questions. Pre- Testing: The questionnaire was pre tested to ensure that all the questions were well understood, pilot survey was first conducted on a group of 20 respondents. They were asked various questions and the answers were recorded. These were used to form the questionnaire, which were asked in the research. SAMPLING PROCEDURE Sampling sizes are mainly decided on the basis of selecting the statistical tools. The method in this research is stratified random sampling.

PERIOD OF STUDY The period of study undertaken to complete this project was from December 2007 to March 2008.

METHOD OF DATA COLLECTION The researcher collected data both secondary data and primary data. PRIMARY DATA Primary data for the study is only from internal sources, the data was collected through questionnaires, observations and personal interviews. SECONDARY DATA Secondary data are the data which already being published. The secondary data was collected from company and various websites. QUESTIONNAIRE DESIGN Questionnaire design comes under the closed ended questionnaire. This is used when researcher wants only a selected answer to questions.

DATA ANALYSIS AND STATISTICAL METHOD

DATA ANALYSIS For the purpose of analysis, percentage analysis method was used for calculation and the result was interpreted. This test was used to minimize the error of the data collected. Graphs were used to represent the data for the better and accurate interpretation of the results. Simple tool were used for analysis Purpose: Percentage Method Percentage refers to a special kind of ratio making comparison between two or more data and to describe relations between the data. Percentage can also be used to comapare the relative terms, the distribution of two or more series of data. Formula Percentage(%) = Number of respondents ----------------------------Total respondents x 100

DATA ANALYSIS AND INTERPRETATION

Table -1 Age Factor S.No 1 2 3 Age 15-30 30-45 Above 45 No of respondents 30 50 20 % of respondents 30% 50% 20%

From the above table

Majority of 50% of the respondents are from the age group 15-30 Less majority 30% of the respondents are from the age group 30-45. Very less 20% of the respondents are from the age group Above 45

50 45 40 35 30 25 20 15 10 5 0

Series1

15-30

30-45 AGE

Above 45

Table -2 Income Level S.No 1 2 3 4 Income Below 5000 5000 - 10000 10000 - 15000 Above 15000 No of respondents 50 30 10 10 % of respondents 50% 30% 10% 10%

From the above table

Majority of 50% of the respondents are earning below 5000 Less majority 30% of the respondents are earning 5000 to 10000. Very less 10% of the respondents are 10000 15000 & Above 15000

SALARY LEVEL
60 50 PERSONS 40 30 20 10 0 Below 5000 5000-10000 10000-15000 Above 15000 SALARY Series1

Table -3

Experience Level S.No 1 2 3 4 Experience 0 -1 Yrs 1 3 Yrs 3 5 Yrs Above 5 Yrs No of respondents 20 30 30 20 % of respondents 20% 30% 30% 20%

From the above table

Less majority of 20% respondents are experienced from 0-1 Yrs & Above 5 Yrs Majority of 30% respondents are experienced from 1 -3 Yrs to

3-5 Yrs

30 25 20 15 10 5 0 0-1 Yrs 1-3 Yrs 3-5 Yrs More Than 5Yrs Series1

YEAR OF EXPERIENCE

Table -4 Designation

S.No 1 2 3 4

Designation FOS FOA FOE BELL BOYS

No of respondents 30 40 15 15

% of respondents 30% 40% 15% 15%

From the above table

Less majority of 30% Respondents are Front office supervisors Majority of 40% Respondents are Front office assistants Very less majority of 15% Respondents are Fornt office executives & Bell boys

DESIGNATION

FOS FOA FOE BELLBOY

Table -5 Method Of Following

S.No 1 2 3

Methodology SOP Training Other

No of respondents 80 15 05

% of respondents 80% 15% 05%

From the above table

majority of 80% of the respondents Follow SOPs

Less Majority of 15% of the respondents follow Training method Very less majority Of 05% of the respondents follow other methods

METHODLOGY

OTHERS

5 15 80 0 10 20 30 40 50 60 70 80 90

TRAINING

SOP

Table -6 Whether SOPs Help to S.No 1 SOP To do No of respondents job 30 % of respondents

quickly 2 3 Satisfy guest Both 20 50

30% 20% 50%

From the above table

majority of 50% of the respondents said it helps in both ways

Less Majority of 30% of the respondents said it satisfy guest Very less majority of 20% of the respondents said it helps to do job quickly.

SOPS HELP TO
60 50 40 30 20 10 0 DO JOB QUICKLY SATISFY GUEST BOTH Series2

Table -7

Whether Changes Required in SOP S.No 1 2 3 Changes Yes No of respondents 40 % of respondents 40% 20% 40%

No 20 Required But Not Now 40

From the above table

majority of 40% of the respondents said Changes needed in Sop & same % of people feels that Changes may require not now

Less Majority of 20% of the respondents said it no changes needed in SOP

CHANGES REQUIRED IN SOP

40 35 30 25 20 15 10 5 0 YES NO REQUIRED BUT NOT NOW

Table -8 Whether SOP Help To

S.No 1 2 3 4

SOP Guest satisfaction Uniformity productivity All

No of respondents 15 25 10 50

% of respondents 15% 25% 10% 50%

From the above table

majority of 50% of the respondents said SOP helps All Above three aspects

Less Majority of 25% of the respondents said it helps Only for uniformity Less majority of 15% of the respondents said it satisfies only guest Less majority of 10% of the respondents said it increase the productivity only.

SOP HELPS FOR

60 50 40 30 20 10 GUEST SATISFACTION PRODUCTIVITY 0 UNIFORMITY ALL Series1

Table -9 Whether SOP to be trained S.No SOP No of respondents % of respondents

1 2 3

All Concerned Staff If required

54 26 20

54% 26% 20%

From the above table

Majority of 54% of the respondents said SOP to be trained to all. concern staffs

Less Majority of 26% of the respondents said it Should be trained to Less majority of 20% of the respondents said it should be trained if it requires.

60 50 40 30 20 10 0 ALL CONCERNED STAFFS IF REQUIRED

Table -10 Whether SOP Improves S.No SOP No of respondents % of respondents

Standard 1 2 3 the hotel Guest flow Both

of 35 28 37 35% 28% 37%

From the above table

Majority of 37% of the respondents said SOP will improve standard of the hotel as well as guest flow.

Less Majority of 35% of the respondents said SOP will improve only standard of the hotel. Less majority of 28% of the respondents said SOP will improve only guest flow.

SOP'S HELPFUL TO IMPROVE

40 35 30 25 20 15 10 5 0 STANDARD OF THE HOTEL

Series1

GUEST FLOW

BOTH

Table -11 Whether SOP helpful for personnel growth

S.No 1 2

SOP Yes No

No of respondents 80 20

% of respondents 80% 20%

From the above table

Majority of 80% of the respondents said SOP will helpful for personal growth

Less Majority of 20% of the respondents said SOP will not helpful for personal growth

PERSONNAL GROWTH

NO 20%

YES 80%

Table -12 Whether Managerial Skills

Formation of S.No 1 2 SOPs Yes No No of respondents 78 22 % of respondents 78% 22%

From the above table

majority of 78% of the respondents said managerial skills requires formation of sops

Less majority of 22% of the respondents said it is not required.

MANAGERIAL SKILLS

NO

22 Series1

YES

78

Table -13 Whether Sop to be followed at every point of guest contact

S.No 1 2

SOPs Yes No

No of respondents 85 15

% of respondents 85% 15%

From the above table

Majority of 85% of the respondents said say yes for guest contact.

Less majority of 15% of the respondents said it is not required.

POINT OF CONTACT

NO 15%

YES 85%

Table -14 Whether Sop to be changed

S.No 1 2 3 4

SOPs Growth hotel

No of respondents of 15

% of respondents 15% 18% 50% 17%

renovation 18 Adhering new procedures All 50 17

From the above table

Majority of 50% of the respondents said SOP to be changed according the new procedures.

Less majority of 18% of the respondents said while renovation Sop to be changed. Less majority of 17% of the respondents said yes to all. Less majority of 15% of the respondents said according to the growth of hotel it gas to be changed.

10

20

30

40

50

60

0 Series1

GROWTH OF HOTEL

RENOVATION

ADHERING OF NEW PROCEDURES

ALL

MANAGEMENT GROWTH

100 80 60 40 20 0 YES NO Series1

80% of the respondents say yes that (Sop will help the management to grow). 20% of the respondents Say No that (Sop will not help for management growth.

SOP KNOWLEDGE
90 80 70 60 50 40 30 20 10 0 YES NO IF REQUIRED

85% of the respondents said that all categories of staff should know about SOPs 5% of the respondents said No 10% of the respondents said SOP Knowledge Should Know for all staff, if it is required.

SUMMARY OF FINDINGS

Findings

 According to the survey most respondents said that SOP will satisfy the

guest.
At the end of the survey most of the respondents said that SOP will

improve the standard of hotel.

Most of the respondents answered that SOP has to be followed at every

point of guest contact.

Majority of the respondents felt that SOP helps for personal growth. Maximum number of respondents said that, it improves uniformity

among the staffs. Respondents said that SOP Pave the way for hotel growth. Respondents believe that SOP can help to do the job quickly.
Respondents said most of them will adhere SOP method in their job. At end of the survey most of the respondents said that SOP has to be

trained to all staffs.

Most of the respondents felt that SOP can increase the guest flow. According to the survey most of the respondents said that they need

changes in SOP.
Maximum of the respondents said that SOP can help the management to

grow.
According to the survey most of the respondents said that SOP can

stabilize the operations in their department.

SUGGESTIONS AND RECOMMENDATIONS

SUGGESTIONS AND RECOMMENDATIONS

 By having clarity and crisp in a SOP will avoid confusions.

By adhering SOP we can increase the satisfaction of guest.

The SOP can improve the standard of the hotel.

By Following the SOP clear department responsibilities can be identified.

CONCLUSION

CONCLUSION It is concluded that the study titled A Study On front office Procedures Followed in Radisson GRT. Acts as a tool for Management to have a control procedure in their hotel operations. The research survey was been conducted for a period of ninety days. At the end of this survey it is found that SOP can satisfy the guest in his stay and also it increases the guest flow which leads to the development of both the management and the staffs.

SUMMARY OF STUDY

BIBLIOGRAPHY

Books.

Front office management

- Sushil kumar bhatnagar.

Hotel Front office training manual

-

Sudhir Andrews.

WEB SITES. WWW.Google.co.in (search site) WWW.Hotelaccountinginstitute .com (search site) WWW.hotelgm4hotelgm .com

ANNEXURE

QUESTIONNAIRE 1) Name: 2) Age a) 15-30 3) Outlet a) Front desk 4) Income a) Below 5000 b) 5000-10000 c) 10000-15000 d) above 15000 b) Bell desk c) reservations b) 30-45 c) above 45

5) Year Of Experience a) 0-1 yrs 6) Designation a) FOS b) FOA c) FOE d) Bell boy b) 1-3 yrs c) 3-5 Yrs d) More Than 5 Yrs

7) Method of following a) Sop b) Training d) Other

8) Whether Sops Help to a) Do Job quickly b) Satisfy Guest c) Both

9) Whether Changes Required In Sops a) Yes b) No c) Required but not now

10) Whether Sops Help a) Guest Satisfaction b) Uniformity c) Productivity d, All

11) Is Sops Has To Be Trained To a) All b) Concerned staffs c) If Required

12) Whether Sop Improves a) Standard of the Hotel b) Guest Flow c) Both

13) Sops are Helpful for The personnel Growth a) Yes b) No

14) Whether Managerial Skills Requires Formation Of Sops a) Yes b) No

15) Whether Sops to be followed at every point of guest contact a) Yes b) No

16) Sops to be Changed According to a) Growth of Hotel b) renovation c) Adhering of New Procedures d, All 17) Sops Are Helpful for management Growth a) Yes b) No

18) Whether all categories of staff should Know About sops a) Yes b) No c) If Required