Sunday, December 8, 2019
Hotel's Chain in India (Domestic & International Brands)
Please Click here to view Power Point Presentation (PPT) of the same Hotel's Chain In India - Domestic & International
Sunday, January 16, 2011
Sunday, April 18, 2010
Sunday, November 29, 2009
Six Sigma (6σ) - An Introduction to Green Belt
Six Sigma is a strategic approach to improving business performance by deploying a structured methodology to reduce process variation.
Six Sigma was developed at Motorola in the late 1970s by Mikel Harry and Richard Schroeder and with-in four year of implementation; six sigma had saved Motorola $2.2 billion. Since then it has spread to other big manufacturing companies like – General Electric, Allied Signal, and Polaroid. And now a second wave of companies is aiming Six Sigma’s method at service process inside their company, like information technology services. A six sigma company is 10 thousand time better than an average company.
How 6σ Helps –
1. It maximizes success.
2. Increase customer retention
3. Higher Production
4. Increase Market Share, &
5. Lower Cost
In a company when 6σ is implemented, then they require 6σ Certified Professionals of various category (Belts) as per there role. There are different roles of different Belts, i.e.
Green Belt – They are the employees who have to incorporate Six Sigma into there KRA and need to focus on high impact project.
Black Belt – Are experts in implementing six sigma, who act as internal consultant, having aptitude to Statistics and are interested in process implementation.
Master Black Belt – Are the one who understand Philosophy of 6σ i.e. Principles and Goals. They act as Mentor or Trainer of Black Belts, They direct and steer project. They are the one who communicate status to Business Leadership. They formulate project team, utilize and disseminate Six Sigma Tools. They continuously drive business focus and are dedicated to quality. Finally they only have authority for Project Approval and Project Closure.
Process Capability
Six Sigma refer to a statistical measure called Process capability, i.e. How well the process is performing. We measure process capability by DPMO i.e. Defect per million opportunity.
What is a Process?
A particular method of doing something, generally involving a number of steps or operation.
What is Opportunity?
Opportunity is any characteristics of a process that is measured or tested.
What is Defect?
One of those characteristics that doesn’t meet the desired performance or outcome.
Thus,
Process Capability ---- DPMO
2σ ---- 3,08,537
3σ ---- 67,000
4σ ---- 6,200
5σ ---- 233
6σ ---- 3.4
It has been observed that an average company performing on 3.5σ
How effective is 6σ; learn by examples –
1. Talk about Mail Delivery
If a company works on 3.8 sigma, the 20,000 mails were lost per hour. But, if they use 6 sigma, there will be loss of only 7 mails per hour.
2. Talk about Electricity Cut
A company on 3.8 sigma scales led to power cut of 7 hrs/month, while the company on 6 sigma, there will be only 1hr. power cut in 34 years.
3. Talk of Surgery
A hospital with 3.8 sigma can go upto 5000 error in surgery per week, where as a hospital on 6 sigma works with 1.7 errors per week.
The 6σ involves data driven decisions, and its calculation involves Standard Deviation with Average.
The 6σ process starts with evaluation of customer need, then move to detailed analysis and improvement of internal business processes.
The 6σ Green Belt study involves five Phases or Process called DMAIC (Pron. as Duh-mi-ac)-
D – Define
M – Measure
A – Analyze
I – Improve
C – Control
Each phase involves 3 steps and thus every project goes through 15 steps in 5 process of DMAIC.
Define
Identify the Project CTQ
Develop a Team Charter
Creation of Process Map
Measure
Selecting CTQ Characteristics
Define Performance Standard
Establish Data Plan, Validate the Measurement System and Collect Data
Analyze
Evaluation of Process Capability
Defining Performance Objective
Identify the Variation Sources
Improve
Screen Potential Cause of variation
Examine Variable Relationship and Propose Solution
Establishing Operating Tolerance and Pilot Solution
Control
Validate the Measurement System of the Control Variables
Determination of Process Capability
Implementation of Process Control System
What is CTQ?
Critical to Quality i.e. the key characteristics required to meet the need of a customer.
Six Sigma was developed at Motorola in the late 1970s by Mikel Harry and Richard Schroeder and with-in four year of implementation; six sigma had saved Motorola $2.2 billion. Since then it has spread to other big manufacturing companies like – General Electric, Allied Signal, and Polaroid. And now a second wave of companies is aiming Six Sigma’s method at service process inside their company, like information technology services. A six sigma company is 10 thousand time better than an average company.
How 6σ Helps –
1. It maximizes success.
2. Increase customer retention
3. Higher Production
4. Increase Market Share, &
5. Lower Cost
In a company when 6σ is implemented, then they require 6σ Certified Professionals of various category (Belts) as per there role. There are different roles of different Belts, i.e.
Green Belt – They are the employees who have to incorporate Six Sigma into there KRA and need to focus on high impact project.
Black Belt – Are experts in implementing six sigma, who act as internal consultant, having aptitude to Statistics and are interested in process implementation.
Master Black Belt – Are the one who understand Philosophy of 6σ i.e. Principles and Goals. They act as Mentor or Trainer of Black Belts, They direct and steer project. They are the one who communicate status to Business Leadership. They formulate project team, utilize and disseminate Six Sigma Tools. They continuously drive business focus and are dedicated to quality. Finally they only have authority for Project Approval and Project Closure.
Process Capability
Six Sigma refer to a statistical measure called Process capability, i.e. How well the process is performing. We measure process capability by DPMO i.e. Defect per million opportunity.
What is a Process?
A particular method of doing something, generally involving a number of steps or operation.
What is Opportunity?
Opportunity is any characteristics of a process that is measured or tested.
What is Defect?
One of those characteristics that doesn’t meet the desired performance or outcome.
Thus,
Process Capability ---- DPMO
2σ ---- 3,08,537
3σ ---- 67,000
4σ ---- 6,200
5σ ---- 233
6σ ---- 3.4
It has been observed that an average company performing on 3.5σ
How effective is 6σ; learn by examples –
1. Talk about Mail Delivery
If a company works on 3.8 sigma, the 20,000 mails were lost per hour. But, if they use 6 sigma, there will be loss of only 7 mails per hour.
2. Talk about Electricity Cut
A company on 3.8 sigma scales led to power cut of 7 hrs/month, while the company on 6 sigma, there will be only 1hr. power cut in 34 years.
3. Talk of Surgery
A hospital with 3.8 sigma can go upto 5000 error in surgery per week, where as a hospital on 6 sigma works with 1.7 errors per week.
The 6σ involves data driven decisions, and its calculation involves Standard Deviation with Average.
The 6σ process starts with evaluation of customer need, then move to detailed analysis and improvement of internal business processes.
The 6σ Green Belt study involves five Phases or Process called DMAIC (Pron. as Duh-mi-ac)-
D – Define
M – Measure
A – Analyze
I – Improve
C – Control
Each phase involves 3 steps and thus every project goes through 15 steps in 5 process of DMAIC.
Define
Identify the Project CTQ
Develop a Team Charter
Creation of Process Map
Measure
Selecting CTQ Characteristics
Define Performance Standard
Establish Data Plan, Validate the Measurement System and Collect Data
Analyze
Evaluation of Process Capability
Defining Performance Objective
Identify the Variation Sources
Improve
Screen Potential Cause of variation
Examine Variable Relationship and Propose Solution
Establishing Operating Tolerance and Pilot Solution
Control
Validate the Measurement System of the Control Variables
Determination of Process Capability
Implementation of Process Control System
What is CTQ?
Critical to Quality i.e. the key characteristics required to meet the need of a customer.
Friday, April 3, 2009
Hotel's Star Classification in India
Hotels are an integral part of a tourist's visit to a place and the services offered by them can make or mar a visit completely. With the aim of providing standardized, world class services to the tourists, the Government of India, Department of Tourism has a voluntary scheme for classification of fully operational hotels in the following two categories:-
(I) Star Hotels:- 5 Star Deluxe
5 Star
4 Star
3 Star
2 Star
& 1 Star
(II) Heritage Hotels:- Heritage Grand
Heritage Classic
& Heritage
The Hotel & Restaurant Approval & Classification Committee (HRACC) inspect and assesses the hotels based on facilities and services offered.
Project approvals are also given in all the above mentioned categories at the project implementation stage.
Classified hotels / approved projects are eligible for various cocessions and facilities that are announced by the government from time to time besides getting worldwide publicity through the India Tourism Offices located in India and Abroad.
For classification and project approval in the 5 star deluxe, 5 star, 4 star and all three heritage categories the application along with the requisite fee may be sent to Member Secretary-HRACC at Department of Tourism, Govt. of India, New Delhi-11.
For classification and project approval in the 3 star, 2 star, 1 star categories the applications along with the requisite fee may be sent to the respective Regional Director of India Tourism office located in the following regions of India:-
West &Central Region- Mumbai
North Region- New Delhi
Southern Region- Chennai
Eastern Region- Kolkata
North Eastern Region- Guwahati
HRACC gives approval at two stages:-
1. Approval at Project Level, &
2. Approval and Classification for Newly Operational Hotel
Or
Reclassification of Approved Project
1. Approval at Project Level
Project approvals are valid for 5 years.
As soon as the hotel becomes operational, it must apply for its classification within 3 Months.
An Application Form along with Fee is to be submitted to Department of Tourism, Government of India mentioning the following:-
Proposed Name and Address of the Hotel
Type of Ownership
Detail of Site
Detail of Project
Detail of Proposed Hotel’s Infrastructure
Services and Facilities going to be provided
Eco friendly Practices
Expected date of Completion of Project
Blue Print / Sketch of Plans signed by Owner and Architect
Air conditioning details
Local Authority Approvals ans NOC
Proposed Capital Structure
Letter of Acceptance of Regulatory Conditions, etc.
The authorized officers of Department of Tourism should be allowed free access to inspect the premises from time to time without prior notice.
Fee details as per the categorization at project approval stage:-
Category Amount (in Rs.)
5 Star 15000/-
4 Star 12000/-
3 Star 8000/-
2 Star 6000/-
1 Star 5000/-
Heritage 12000/-
2. Approval and Classification for Newly Operational Hotel
& Reclassification of Approved Property:-
Classification for newly operational hotels must be sought within 3 months of completion of approved hotel project, while operating hotels may opt for classification at any stage. However hotels seeking re-classification should apply for re-classification one year prior to the expiry of the current period of classification.
New classification will be valid for 5 Years from the date of issue of order.
In case of re-classification validity of next 5 year is counted from the date of expiry of previous approval and classification.
Time Share properties are not subjected for classification.
An Application Form along with Fee is to be submitted to Department of Tourism, Government of India mentioning the following:-
Name and Address of Hotel
Type of Ownership
Date on which Hotel become Operational
Details of site
Details of Hotel’s Services and Facilities
Details of Hotel’s Infrastructure
Certificate / NOC (No Objection Certificate) from Local and State Authority like- Excise License, RBI Money Changer Lience etc.
Fee details as per the categorization for Classification and Re-classification:-
Category Amount (in Rs.)
5 Star Deluxe 25000/-
5 Star 20000/-
4 Star 15000/-
3 Star 10000/-
2 Star 8000/-
1 Star 6000/-
Heritage 15000/-
The Committee
Once a Hotel applies for classification / reclassification it should be ready at all time for inspection by the HRACC.
The Classification committee will consist of the following:-
For 5 star deluxe, 5 star, 4 star & Heritage Hotels
Head- Chairman-HRACC or his representative
Members- Representatives from FHRAI / HAI / IATO / TAAI / IHM / RD / Local India Tourism
Office / Director Tourism of Concern State or a Representative who should be a
Gazetted Officer / Member Secretary.
In case of Heritage category, a representative of IHHA will be the member of
Committee.
For 3 star, 2 star & 1 star Hotels
Head- Secretary Tourism of Concern State Government or his nominee or Regional Director of
India Tourism Office of the concern State.
Members- The representatives of FHRAI / IATO / TAAI / IHM.
Approval
In both cases a standard Mark sheet /Score sheet is used while inspection. The Qulifying Score is already been set by the HRACC, and in the event of failure to achieve the score may led to disqualifying of approval or degrading the star categorization.
(I) Star Hotels:- 5 Star Deluxe
5 Star
4 Star
3 Star
2 Star
& 1 Star
(II) Heritage Hotels:- Heritage Grand
Heritage Classic
& Heritage
The Hotel & Restaurant Approval & Classification Committee (HRACC) inspect and assesses the hotels based on facilities and services offered.
Project approvals are also given in all the above mentioned categories at the project implementation stage.
Classified hotels / approved projects are eligible for various cocessions and facilities that are announced by the government from time to time besides getting worldwide publicity through the India Tourism Offices located in India and Abroad.
For classification and project approval in the 5 star deluxe, 5 star, 4 star and all three heritage categories the application along with the requisite fee may be sent to Member Secretary-HRACC at Department of Tourism, Govt. of India, New Delhi-11.
For classification and project approval in the 3 star, 2 star, 1 star categories the applications along with the requisite fee may be sent to the respective Regional Director of India Tourism office located in the following regions of India:-
West &Central Region- Mumbai
North Region- New Delhi
Southern Region- Chennai
Eastern Region- Kolkata
North Eastern Region- Guwahati
HRACC gives approval at two stages:-
1. Approval at Project Level, &
2. Approval and Classification for Newly Operational Hotel
Or
Reclassification of Approved Project
1. Approval at Project Level
Project approvals are valid for 5 years.
As soon as the hotel becomes operational, it must apply for its classification within 3 Months.
An Application Form along with Fee is to be submitted to Department of Tourism, Government of India mentioning the following:-
Proposed Name and Address of the Hotel
Type of Ownership
Detail of Site
Detail of Project
Detail of Proposed Hotel’s Infrastructure
Services and Facilities going to be provided
Eco friendly Practices
Expected date of Completion of Project
Blue Print / Sketch of Plans signed by Owner and Architect
Air conditioning details
Local Authority Approvals ans NOC
Proposed Capital Structure
Letter of Acceptance of Regulatory Conditions, etc.
The authorized officers of Department of Tourism should be allowed free access to inspect the premises from time to time without prior notice.
Fee details as per the categorization at project approval stage:-
Category Amount (in Rs.)
5 Star 15000/-
4 Star 12000/-
3 Star 8000/-
2 Star 6000/-
1 Star 5000/-
Heritage 12000/-
2. Approval and Classification for Newly Operational Hotel
& Reclassification of Approved Property:-
Classification for newly operational hotels must be sought within 3 months of completion of approved hotel project, while operating hotels may opt for classification at any stage. However hotels seeking re-classification should apply for re-classification one year prior to the expiry of the current period of classification.
New classification will be valid for 5 Years from the date of issue of order.
In case of re-classification validity of next 5 year is counted from the date of expiry of previous approval and classification.
Time Share properties are not subjected for classification.
An Application Form along with Fee is to be submitted to Department of Tourism, Government of India mentioning the following:-
Name and Address of Hotel
Type of Ownership
Date on which Hotel become Operational
Details of site
Details of Hotel’s Services and Facilities
Details of Hotel’s Infrastructure
Certificate / NOC (No Objection Certificate) from Local and State Authority like- Excise License, RBI Money Changer Lience etc.
Fee details as per the categorization for Classification and Re-classification:-
Category Amount (in Rs.)
5 Star Deluxe 25000/-
5 Star 20000/-
4 Star 15000/-
3 Star 10000/-
2 Star 8000/-
1 Star 6000/-
Heritage 15000/-
The Committee
Once a Hotel applies for classification / reclassification it should be ready at all time for inspection by the HRACC.
The Classification committee will consist of the following:-
For 5 star deluxe, 5 star, 4 star & Heritage Hotels
Head- Chairman-HRACC or his representative
Members- Representatives from FHRAI / HAI / IATO / TAAI / IHM / RD / Local India Tourism
Office / Director Tourism of Concern State or a Representative who should be a
Gazetted Officer / Member Secretary.
In case of Heritage category, a representative of IHHA will be the member of
Committee.
For 3 star, 2 star & 1 star Hotels
Head- Secretary Tourism of Concern State Government or his nominee or Regional Director of
India Tourism Office of the concern State.
Members- The representatives of FHRAI / IATO / TAAI / IHM.
Approval
In both cases a standard Mark sheet /Score sheet is used while inspection. The Qulifying Score is already been set by the HRACC, and in the event of failure to achieve the score may led to disqualifying of approval or degrading the star categorization.
Wednesday, April 1, 2009
Category of Reports Prepared in Hotel's Front Office
Types of Report
1. Exception Reports:
These reports highlight situations that digress (deviates) from the norms.
Like: Allowance Report
Room rate Variance Report etc.
2. Downtime Reports:
These reports are in use when the computer crashes, provide insurance against disaster.
Like: Folio Balance Report
Guest-List Report
Room Status Report
Disk Backup etc.
3. Credit Reports:
These include all those reports which gives information about Credit Transactions going on wit-in the hotel.
Like: Credit Alert Report
Cumulative Charge Report
Floor Limit Report etc.
4. Reservation Reports:
These reports are generated by reservation section and gives information regarding reservation status etc.
Like: Arrival Report
All Reservation Details (of next day arrivals)
Cancellation & Amendment Report
Group Delegates Report
Forecast Report
Occupancy Report etc.
5. Room Management Report:
These reports give information about all occupied and vacant rooms, out of order rooms, market segments analysis etc.
Like: Change Room Report
House Use Report
Out of Order Report
Rate Analysis Report
VIP In-house Report
Room Status Report
Long Staying Guest Report etc.
6. Account Receivable Reports:
These reports give information about all outstanding charges and payments, city ledger accounts etc.
Like: City Ledger Transfer Report
Credit Card Report
Daily Revenue Report
Departmental Sales Journals
Guest Ledger Summary
1. Exception Reports:
These reports highlight situations that digress (deviates) from the norms.
Like: Allowance Report
Room rate Variance Report etc.
2. Downtime Reports:
These reports are in use when the computer crashes, provide insurance against disaster.
Like: Folio Balance Report
Guest-List Report
Room Status Report
Disk Backup etc.
3. Credit Reports:
These include all those reports which gives information about Credit Transactions going on wit-in the hotel.
Like: Credit Alert Report
Cumulative Charge Report
Floor Limit Report etc.
4. Reservation Reports:
These reports are generated by reservation section and gives information regarding reservation status etc.
Like: Arrival Report
All Reservation Details (of next day arrivals)
Cancellation & Amendment Report
Group Delegates Report
Forecast Report
Occupancy Report etc.
5. Room Management Report:
These reports give information about all occupied and vacant rooms, out of order rooms, market segments analysis etc.
Like: Change Room Report
House Use Report
Out of Order Report
Rate Analysis Report
VIP In-house Report
Room Status Report
Long Staying Guest Report etc.
6. Account Receivable Reports:
These reports give information about all outstanding charges and payments, city ledger accounts etc.
Like: City Ledger Transfer Report
Credit Card Report
Daily Revenue Report
Departmental Sales Journals
Guest Ledger Summary
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