FOUNDATION COURSE IN ROOMS DIVISION OPERATIONS - I (A) (THEORY)

Unit 1: Introduction to Hospitality & Hotel Industry

• Origin & Evolution

• Domestic & International Hotel Companies

• Hotel Organization: Full-Service Hotels Limited-Service Hotels

• Revenue & Non-Revenue Producing Departments

• Staff Organization

• Rooms Division Hierarchy (Including Engineering Department)

Unit 2: Classification of Hotels

• Classification Based on: Size Target Market Location Clientele Facilities Offered

• Levels of Service: Star Classification HRACC Guidelines

• Ownership & Affiliation

• Types of Rooms: Room Sizes (with reference to HRACC) SMART Rooms & Differently Abled Guest Rooms

• Basics of Charging: Check-in/Check-out 24-Hour Policy Night/Day Use

• Types of Room Rates: Special Rates

• Meal Plans: EP (European Plan) BP (Bermuda Plan) CP (Continental Plan) AP (American Plan) MAP (Modified American Plan)

Unit 3: Guest Cycle

• Stages of Guest Cycle

• Related Front Office Function Areas

• Pre-Arrival: Reservations I:Confirmed Guaranteed/Non-Guaranteed Tentative/Waitlisted Reservations II:Reservation Procedure (FIT: DFIT & FFIT, Group, VIP) Sources: Direct, CRS, GDS, Intersell Agencies Modes of Reservations: Verbal & Written Amendments & Cancellations

Unit 4: Arrival

• Arrival I: Bell Desk & Valet Services Functions Procedures

• Arrival II: Creating Registration Record Assigning Room & Rate Establishing the Method of Payment Issuing Room Key Fulfilling Special Requests DFIT, FFIT, Walk-in, VIP & Group Express Check-In Self-Registration

• Room Selling Techniques: Upselling

Unit 5: During the Stay

• Concierge Services

• Mail & Message Handling

• Room Change Procedure

• Special Procedures: Wake-Up Call Newspaper Delivery & Transport Arrangements

• Service Recovery: Guest Relations Handling Complaints Follow-up Procedures Complaint Handling Apps/Escalation Matrix & Root Cause Analysis

FOUNDATION COURSE IN ROOMS DIVISION OPERATIONS - I (B) (THEORY)

Unit 1: Introduction to Housekeeping

• Scope of Housekeeping

• Importance, Opportunities, and Application in the Hospitality and Allied Sectors

Unit 2: Housekeeping Department

• Areas of Responsibility with a Brief Description of Sub-Departments in Housekeeping

• Attributes of Housekeeping Personnel Keeping with the Organization Chart

• Inter-Departmental Coordination Rooms Division with Other Departments

Unit 3: Preparing to Clean

• Housekeeping Pantry: Significance Layout List of Inventory Maintained

• Assembling Supplies and Stocking the Cart/Caddy

• Room Status Reporting

• Setting Priority of Scheduling Cleaning

Unit 4: Guest Rooms: Upkeep and Maintenance

• Sequence and Procedure of Cleaning: Departure Room Occupied Room Vacant Room Differently Abled Room OOO/DND/DL Rooms

• Turndown Service

• Second Service

Unit 5: Daily Routines

• Daily Routines to be Followed by Housekeeping Attendants in Morning, Evening, and Night Shift

• Concept of Invisible Housekeeping

• Housekeeping in Hospitality Sectors Apart from Hotels: Hospitals Residential Apartments Malls Clubs Shops Offices F&B Outlets Institutes Airports Railway Stations Metro Stations Cruise Liners