INDEX

ACKNOWLEDGEMENT

ABOUT OBEROI`S

HISTORY OF OBEROI HOTELS & RESORTS

HOTEL OVERVIEW

FRONT OFFICE

CONCLUSION

ACKNOWLEDGEMENT
1
 With a deep sense of satisfaction and gratitude to Human

Resource Director & all Heads of Departments along with staf

members of WILD FLOWER HALL. I wish to place on records

that the training was imparted in a highly congenial atmosphere

true to the reputation of WILD FLOWER HALL has been of

immense value to me and it will be my endeavor to put into

practice all that I have learnt to sharpen and develop my skills

and develop my personality.

It is because of their hardent and consistent

eforts I was able to imbibe so much which was not possible in

such short time. The training has helped me to inculcate the

right kind of skills, knowledge & attitude to make a career as a

successful hotelier.

2
 ABOUT OBEROI HOTEL`S & RESORTS

THE GROUP
The Oberoi Group, founded in 1934, operates 30 hotels, Nile Cruisers
and a Motor Vessel in the backwaters of Kerala. The Group has
presence in six countries under the luxury 'Oberoi' and five-star 'Trident'
brand. The Group is also engaged in flight catering, airport restaurants,
travel and tour services, car rentals, project management and corporate
air charters.

Oberoi Hotels & Resorts is synonymous the world over with providing
the right blend of service, luxury and quiet efficiency. Internationally
acclaimed for all-round excellence and unparalleled levels of service,
Oberoi Hotels & Resorts have received innumerable awards and
accolades.
A distinctive feature of The Group's hotels is their highly motivated and
well trained staff who provide exceptionally attentive, personalised and
warm service. The Group's luxury hotels have established a reputation
for redefining the paradigm of luxury and excellence in service amongst
leisure hotels around the world.
Trident hotels are five-star hotels that have established a reputation for
excellence and are acknowledged for offering quality and value. These
hotels combine state of the art facilities with dependable service in a
caring environment, presenting the ideal choice for business and leisure
travellers.

COMMITMENT
The Group's commitment to excellence, attention to detail and
personalised service has ensured a loyal list of guests and accolades in
the worldwide hospitality industry.
Recognising the importance of quality training in hospitality
management, The Oberoi Group established The Oberoi Centre of

3
 Learning and Development in New Delhi in 1966. Today, this institution is
considered amongst the best in Asia with approximately 100 students
The Oberoi Group is committed to employing the best environmental
and ecological practices in technology, equipment and operational
processes. The Group also supports philanthropic activities and is a
keen contributor to the conservation of nature and cultural heritage.

THE OBEROI GROUP - DHARMA

The Oberoi Group are committed to display through our behaviour and
actions the following conduct, which applies to all aspects of our
business:

Conduct which is of the highest ethical standards - intellectual,

financial and moral and reflects the highest levels of courtesy and
consideration for others.
Conduct which builds and maintains teamwork, with mutual trust
as the basis of all working relationships.
Conduct which puts the customer first, the Company second and
the self last.
Conduct, which exemplifies care for the customer through
anticipation of need, attention to detail, excellence, aesthetics and
style and respect for privacy, along with warmth and concern.
Conduct which demonstrates a two-way communication, accepting
constructive debate and dissent whilst acting fearlessly with conviction.
Conduct which demonstrates that people are our key asset,
through respect for every employee, and leading from the front
regarding performance achievement as well as individual
development.
Conduct which at all times safeguards the safety, security, health
and environment of guests, employees and the assets of the
Company.
Conduct which eschews the short-term quick fix for the long-term
establishment of a healthy precedent.

4
 OBEROI HOTEL`S & RESORTS
INDIA
The Oberoi Amarvilas, Agra
The Oberoi, Bengaluru
The Oberoi, Gurgaon
The Oberoi Rajvilas, Jaipur
The Oberoi Grand, Kolkata
The Oberoi, Mumbai
The Oberoi, New Delhi
The Oberoi Vanyavilas, Ranthambhore
Wildflower Hall, Shimla in the Himalayas
The Oberoi Cecil, Shimla
The Oberoi Udaivilas, Udaipur
The Oberoi Motor Vessel Vrinda, Kerala
INDONESIA
The Oberoi, Bali
The Oberoi, Lombok
DUBAI
The Oberoi, Dubai
MAURITIUS
The Oberoi, Mauritius
EGYPT
The Oberoi, Sahl Hasheesh
The Oberoi Zahra, Nile Cruiser
The Oberoi Philae, Nile Cruiser
SAUDI ARABIA

The Oberoi, Madina

5
 UPCOMING HOTELS
INDIA
The Oberoi Sukhvilas, Chandigarh
MOROCCO
The Oberoi, Marrakech
UAE
The Oberoi, Al Zorah

TRIDENT HOTELS
INDIA

Trident, Chennai

Trident, Agra

Trident, Gurgaon

Trident, Jaipur

Trident, Bhubaneswar

Trident, Cochin

Trident, Bandra Kurla, Mumbai

Trident, Nariman Point, Mumbai

Trident, Udaipur

Trident, Hyderabad

OTHER GROUP HOTEL IN INDIA

Clarkes Hotel, Shimla

Maidens Hotel, Delhi

6
 HISTORY
The late Rai Bahadur Mohan Singh Oberoi founded the Oberoi Group in 1934.
The Company was incorporated as a public limited company in India on 26
May 1949 and its initial business activity was as the lessee and operator of The
Oberoi Palace Hotel in Srinagar, Kashmir. The equity shares of the Company
were first listed on the BSE in 1956. In 1965, we built our first hotel, The
Oberoi Intercontinental, now known as The Oberoi, New Delhi, and in 1957, we
started our flight services business. On 9 September 1968, The Associated
Hotels of India Limited and Hotels (1938) Private Limited merged into the
Company pursuant to which our Company acquired five hotels including, The
Oberoi Grand in Kolkata, The Maidens Hotel in Delhi and The Oberoi Cecil,
Shimla. In 1973, we commenced operations at the Oberoi Towers in Mumbai
and subsequently expanded our operations from the five star deluxe segment to
- Trident branded hotels which were targeted at business and leisure customers
seeking high-quality service at more affordable prices. Between 1986 and 2009,
we added nine hotels branded Trident. In 1974, the Company established a
printing press in Delhi primarily to ensure supply of high quality guest
interactive stationery.

In 1994, we made an offering of GDRs representing equity shares of ' 10 each.

The Companys GDRs are listed on the London Stock Exchange. In 1997, we

7
opened The Oberoi Rajvilas, our first premier leisure hotel targeting the high -
income international and domestic leisure traveller. Subsequently, we opened
three more such hotels, The Oberoi Vanyavilas and The Oberoi Amarvilas in
2001 and The Oberoi Udayvilas in 2002. We also commenced operations at the
Wildflower Hall in Shimla in 2001.

In 2004, we entered into a strategic arrangement with Hilton for the

international marketing and handling of reservations of the "Trident" hotels. As
part of this arrangement, all the "Trident" hotels were re-branded as "Trident
Hilton", and the Oberoi Towers in Mumbai was re-branded as the Hilton
Towers. In April 2008, this alliance ended and the "Trident" Hilton hotels and
the Hilton Towers hotel were renamed "Trident" hotels.

In April 2005, Indus Hotels Corporation Limited, a 50% joint venture between
us and the R. Raheja Group, merged with our associate company, EIH
Associated Hotels Limited, to achieve a balanced portfolio of business and
leisure properties by creating a single entity focused primarily on the five star
segment. The merger resulted in our Company holding approximately 36% of
the equity of EIH Associated Hotels Limited. Effective 1 April 2006, The
Oberoi Cecil, Shimla and the Trident Bhubaneshwar were transferred from us to
EIH Associated Hotels Limited.

In 2006, we acquired a 66.67% equity stake in Mercury Car Rentals Limited, a

joint venture with Avis Europe for car rental business. In June 2010, EIH
International Ltd, a wholly owned subsidiary of our Company completed an
acquisition of approximately 46% of the equity interest of Amex Investment
Limited, in its international hotels joint venture company EIH Holdings Ltd.
Pursuant to this acquisition, EIH Holdings Ltd is now a wholly owned
subsidiary of EIH International Ltd.

8
HOTEL OVERVIEW

9
 Location
History
Rooms
Dining
Recreational Facilities
Room Amenites

10
 LOCATION
Situated at 8,350 feet in the magnificent Himalayas, Wildflower Hall is a
fairytale luxury resort set in 20 acres of virgin woods of pine and cedar. The
former residence of Lord Kitchener, rebuilt to a new magnificence, Wildflower
Hall recreates the grand style of the colonial era. Enjoy beautiful views of
mountains and valleys from the rooms, restaurants, outdoor Jacuzzi and the
heated swimming pool. Nature lovers can explore the Himalayas and enjoy
adventure sports. For the ultimate in pampering our luxury spa pavilions are
tranquil havens for revitalizing the body and soul.

The hotel is a perfect base from which to explore the fascinating Himalayas and
Buddhist temples. Outdoor activities include trekking, water rafting, picnics,
nature walks and riding. The building occupies only five percent of the twenty
acres of property, allowing guests ample space for privacy and tranquility.

The hotel has 85 well-appointed suites and guest rooms overlooking

magnificent snow capped mountains, beautiful valleys and dense pine forests.
Teak paneling and polished parquet floors spread with oriental rugs imbue the
interiors with an atmosphere of luxury and old world charm. Arched picture
windows of the spacious lobby lounge offer spending views, bringing in the
beauty of the outdoors and flooding the public are as and restaurants with
natural light.

Flying to Shimla
Chandigarh airport is four hours' drive from Wildflower Hall, Shimla. The roads
are picturesque, windy and the views along the way simply spectacular.

11
 The airport offers daily connections to Delhi and Mumbai. It also has flights to
the major cities in Asia, Europe and America.

Some approximate domestic flight times are as follows:

Delhi to Chandigarh flights: 1 hour
Mumbai to Chandigarh flights: 2 hours
Chauffeur driven car to meet your plane.

Trains to Shimla
There are regular trains from Chandigarh railway station to all the major cities
in India. Please be advised that trains can be fully booked weeks in advance.

Some approximate train journey times are as follows:

Delhi to Chandigarh trains: 5 hours
Jaipur to Chandigarh trains: 12 hours
Mumbai to Chandigarh trains: 27 hours

Chandigarh railway station is, like the airport, four hours' drive from
Wildflower Hall, Shimla along spectacular mountain roads. Chauffeur driven
car to meet your train.

12
 HISTORY OF THE HOTEL

Wildflower Hall is the Oberoi group's elegant retreat in the Himalayas. Going
back in time, this fascinating resort is wrapped in the history of Shimla for more
than a hundred years.

It was for many years the property of Mr. G H M Batten, C S who officiated as
the one time Private Secretary of the Earl of Lytton. It was a1so the favorite
retreat of Lord Ripon. Later, it also served as a charming country villa of Lord
and Lady Dufferin.

However, it is best remembered as the former residence of Lord Kitchener of

Khartoum, the Commander in Chief of the British Army who secured the lease
almost as soon as he arrived in Shimla. Immediately after he left India, the
Goldstein family sold Wildflower Hall to Mrs. Hotz who converted it into a
hotel. The place became a popular residence for visitors and weekend resort for
the Shimla public.

13
Before the formation of the Himachal Pradesh Tourism Development
Corporation in 1972, the Wildflower Hall was being run as a hotel by the
Department of tourism. In 1972, the property, was taken over by HPTDC.

Unfortunately, the building was gutted in a devastating fire in the year 1993.
The Oberoi group took over and began construction in the year 1995 and a
majestic new building was erected among the sylvan surroundings and sweet
smelling pines.

14
 ROOMS

The hotel has 85 well-appointed suites and guest rooms overlooking

magnificent snow capped mountains, beautiful valleys and dense pine forests.
From the suites and rooms every guest has spectacular views over the cedar
forests,gardens and mountain ranges. Every room has a spacious marble
bathroom with separate shower and walk-in closets and personalised butler
service. 3 Deluxe Suites feature a separate living room with a fireplace. In
addition, the very grand Lord Kitchener Suite has a four-poster bed in the
master suite and a second bedroom.

Guest rooms are appointed with teak floors, hand-knotted rugs and rich
furnishings which reflecting the colonial heritage of the hotel and respect the
traditional skills of local craftsmen. All rooms feature a mini bar, satellite
television and DVD player and direct dial telephones with dataport. Three
interconnecting sets of rooms are available at the resort. 24 hours in-room
dining, same day laundry and dry cleaning and 24 hour butler service all add to
the exceptional standard of services guests enjoy at Wildflower Hall.

15
Room Types
Lord Kitchener Suite

Deluxe Suite

Premier Mountain View Rooms

16
 Premier Valley View Rooms

Premier Garden View Rooms

DINING

17
Restaurant spans a smart indoor dining area, a charming glass conservatory and
an outdoor terrace that offers panoramic views of the Himalayas.

For private parties, guests can enjoy the intimate dining space of Lutyens,
decorated with colonial paintings and warmed by a roaring open fire.

Those who wish to learn more about Shimla's rich colonial history will enjoy
the stories of adventure and exploit told by our in-house historians in the
Cavalry Bar.

THE RESTAURANT

Dining areas are bright spaces, refreshed with magnificent views of the Greater
Himalayas.

Guests may take a seat on the terrace to enjoy the fragrant, cedar filled air, while
the spectacular glass conservatory promises an intimate dining experience in the
soft sunlight, or under the stars.

Within doors, smart restaurant is comfortable, spacious and of impeccable

standard. Menu spans India, Asia and the continent.

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LUTYENS

The intimate setting of Lutyens Hall makes it the ideal place for a special dinner
with family and friends. Overlooking gardens, this charming hall is lit by
chandeliers and crystal wall lamps. It is secreted behind large wooden doors and
an elaborate marble relief of intertwining trees and flowers.

Guests can order from the restaurant menu or place special dining requests,
which are happily fulfilled. Take a seat at a linen clothed table, in the sofa lined
wall booth, or by the fireside in a comfortable sofa.

THE CAVARLY BAR

19
From the comfort of a rich, plum leather bar stool, or an evergreen silk sofa
placed beside the grand, Spanish marble fireplace, guests will delight in the
antique war memorabilia that adorns the walls of our Cavalry Bar, as they sip on
a single malt, signature cocktail, a cup of tea or coffee.

For guests who wish to learn more about the history of Shimla and Wildflower
Hall, in-house specialists present pictorial histories in the bar every alternate
evening from 6pm.

24 HOURS IN ROOM DINNING

If you prefer the privacy of your own room or suite, there is of course the option
of 24 hour in-room dining and butler service.

PRIVATE DINNER OPTIONS

Special lunch and dinner arrangements are made In and around
wildflower hall.

Peiwinkle
Candle Light Dinner arrangement is done in private movie theatre where
guest can also watch a romantic film.

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 Gazebo
Charming hillside gazebo. Savour a gourmet five course meal, cooked
live by a dedicated chef and served by a personal waiter beside the
ambient warmth of traditional sigris
Padhock
A mountain peak at wildstrawberry trail meals are cooked live by chefs
and served.

Picnic at peak
"The Peak" is a quaint colonial bungalow built in 1863 and used as the
weekend retreat for many a Viceroy, including Lord Ripon and Lord
Lytton. Perched on a hilltop and nestled amongst 10 acres of terraced
apple orchards, "The Peak" is afforded magnificent views of the
surrounding landscaped hill slopes.

Guests can enjoy the scenic 20 minute drive to "The Peak", followed by
a short guided walk with a naturalist and a delicious picnic designed by
chefs, served in the bungalow's picturesque grounds.

Poolside Dinner
Candlelight Dinner by the pool.

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 AMENITIES

Room

Air-conditioning, with temperature control units fitted in the room

12" pillow-topped mattress
Pillow menu features a range to suit every personal preference
24 hour in-room dining
Fully-stocked personal bar
Overhead, fitted reading lamps
24-hour express laundry service (chargeable)

Technology

Electronic safe for valuables

32" LCD/LED televisions in the master and guest bedrooms

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 Wide range of national and international news, sports and film channels
WiFi (chargeable after 30 minutes)
DVD and CD player
In-house movie selection
Three telephone lines

Bathroom

Separate bathroom and shower cubicle

High pressure fitted and hand held showers with soft, normal and
massage settings
Full-length enamel bathtub
Natural toiletries specially blended for Oberoi Hotels
Hair dryer
100% cotton bathrobes and towels
Moveable shaving mirror

WILDFLOWER HALL

ROOMS & SUITES

DINING

SPA RECREATIONAL FACILITIESSPASPA

SPA

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Wildflower Hall offers exclusive massage, yoga and Ayurvedic treatments at
bespoke locations around the hotel and grounds. Open air whirlpool affords
magnificent views across the Greater Himalayas, while our indoor pool - lit and
adorned by overhead crystal chandeliers - is temperature controlled throughout
the year. Modern fitness suite is fully equipped and air conditioned for guests'
comfort.

GYM
Gym is equipped with a range of cardiovascular machines, weights machines
and free weights.

SWIMMING POOL

Adjoining the spa is the magnificent heated indoor swimming pool with
beautifully detailed mosaic floors and chandeliers. The pool offers splendid
views of the mountain ranges.

Attached to the indoor heated swimming pool is an outdoor deck and our al
fresco infinity whirlpool, where guests can soak in the sun, relax and rejuvenate
while enjoying breathtaking views of the snow capped Himalayas

OUTDOOR ACTIVITIES
24
25
FRONT
OFFICE

INTRODUCTION

26
In countries throughout the world, the steady and continual increase in
size of tourist and hospitality industries continues. In order to accommodate
the world's travelers, the Hotel Industry is also expanding to keep up with the
demand.

For many people it's the look, design or location that creates the important and
lasting impression.

However, the Hotel industry is highly people oriented. It is the

effectiveness, efficiency and warmth of these people, which is
what creates the lasting impression, and it is these same
people who, by their attitude and friendliness, subconsciously
attract guest back to the hotel.

Very often the first and the last place the guest comes into
direct contact with the Hotel is the Front Desk. It is the Front
Office, which forms the basic foundation for the hotel staff and
guest relation in the future. Its primary function is the sale of
guest rooms available in the hotel by following a series of
preset procedures consisting mainly of reservation followed by
registration and assigning room to customers.

Front Office is termed as the powerhouse of the hotel -It plays a

major role in the operations of any Hotel. It is believed that
room sale is the most profiting mode of income for the hotel.
Revenue collected from the room sales contributes much more
than any other departments consisting more than 70 % of the
total sales.

27
Thus we see that the primary objective of the front office is to
receive the guest, give them a warm welcome, assign them
rooms keeping in mind their taste and preferences and be a
customer friendly interface between the hotel and the guest.

This extremely important department is one of the first points

of contact the guest has with the hotel, and leaves a lasting
impression on the mind of the guest about the quality and
service provided. It is therefore, crucial for all Front Office
personnel to be constantly aware of this fact and realize that, in
addition to their routine functions, they are also salesmen for
their hotel and the other hotels in the group.

The Front office is the nerve center of the hotel. It

encompasses the Reservations office, the Reception, and
Information desks. For most guests, contact with hotel is
established even before they enter it through the reservations
office and this contact with the Front Office is maintained right
through their stay check out.

DIFFERENT AREAS OF THE FRONT OFFICE

The main areas of the Front Office at The Wild Flower Hall are-

1. Bell Desk
2. Information.
3. Reception.

28
4. Cashier.
5. Concierge.
6. Reservation
7. Instant Reservation desk.

INTERACTION BETWEEN GUEST AND THE HOTEL:

During the hotel stay, a guest may require certain services from and engage in
various transactions with the hotel. One or the other section of the hotel front
office mostly handles these. Following is the example of interaction of the guest
and the hotel at different stages of his stay:

Pre-arrival

1. Reservation Office: For reservation of room and assigning

pick up for self.

Arrival

1 Reception: For Registration, Room assignment and issuing

of keys.

2 Bell Desk: for Baggage handling and escorting to guest

room.

Occupancy

29
1. Front Desk Cashier: For currency exchange, safe deposits
of valuable articles and Maintaining guest accounts.

2. Telephone : For Telephone calls.

3. Bell Desk : For transportation and news papers.

4. Concierge : For guest mail and other information.

5. Business Center : For various facilities like 'Board Room,

E-mail, Fax etc.

Check out

1. Cashier: For Bill settlement and checkout.

2. Bell Desk : Baggage handling and transportation .

JOB DESCRIPTION

FRONT OFF. MANAGER :

1. He is responsible for the functioning of this department.

2. He checks staff attendances, duty rosters, & sanctions
leaves.
3. Staff disputes.
4. He deals Guest complaints.
5. He sets the work standards.
6. VVIP & VIPS are treated as per his specifications.
7. Introduction of new systems viz. The instant reservation
system needs his consent. He grooms staff in this aspect.

30
RESERVATIONIST :

1. They should be present all the time in Reservation when is

open.
2. They take down reservation request on a form & store
them in whitney racks.
3. They prepare reservation register.
4. They put all the informations in a computer.
5. Reservationists have a tough time attending guest calls,
extracting necessary information from them & make the
reservation.
6. They make cancellation & amendments.

RECEPTIONIST :

1. The receptionist handle two sections Information &

Reception.
2. In reception they greet guests & if they have reservation
allot them rooms.
3. Maintains key rack.
4. Prepares guest Registration Form & posts it the
registration in the computer.
5. They prepare Night Receptionists Report, Departure
Register.
6. They print, Expected arrivals report from the Computer.

31
CASHIER :

1. Handles the cash section.

2. Prepare Master Bill from Computer & explains it to the
guest.
3. Posts individual bills in respective guests folio.
4. Prepares Encashment certificate, Foreign exchange
records, etc.
5. Makes Telephone & Telex bill.

GUEST RELATION OFFICER

1. A smart well groomed, attire, Alert, smiling and Vigilant on
duty.
2. Excellent co-ordination with the Lobby Manager,
Reception, reservation and information should know the
function of each section including Bell Captain.
3. Develop memory. Remember the names of the regular and
V.I.P. guests. Sending fruits and flowers to long staying
guests to those who have completed a weeks stay. Notify
House-Keeping and Room Service Departments a day in
advance. This is a daily process.
4. Topography of the hotel. Current activities in the
restaurants and functions. Shopping arcade-various shops.
Airlines and their offices in the premises. To liaison with
the respective department heads concerned.

5. The Lobby, the lounge is always spic and span. Check the
plants, sitting arrangement, check ashtrays, lights, patio
32
 reading room, main porch curtains. Meet the P.A.
Housekeeper every day. Communicate as fast as possible,
write down in the logbook all your follow up actions.
Ensure all pending actions are completed.
6. Should be fully conversant with the arrival procedures
arrival list with instruction, V.I.Ps staying on V.I.P.s arriving
for the day and for the next day. Position of the house.
7. Check the rooms/suites blocked for VIPs and regular
guess. Through knowledge of ckecking the rooms/suites.
Check flowers fruits, stationary, soap basket, special
towels weighing machine balcony, Frigidaire, newspapers,
magazines.
8. Maintenance of the guest history cards. These cards
should be up to date. The cards should be to date. The
cards required for the day should be available and each
card should be gone through. Pre-register the VIPs and
regular guests with the help of the history card. Note
carefully the likes and dislikes of this guest and other
information on them.
Call these VIPs and regular guests the next day morning
and inquire if everything is fine with them. Keep informed
the seniors if anything is important. Keep messages for
those guests who you could not contact.

9.(a) Send the logbook to the General Manager for his information. Keep the
Resident Manager/Front Office Manager informed of the important
arrivals. VIPs should be met at the door. If thee are instruction s to do the
traditional welcome, please make the necessary arrangements well in

33
 advance. Inform the front Office Manager/Resident Manager/general
Manager about the arrival in time. Escort these VIPs to the rooms.
(b) Prior to the arrival of the VIPs, dignitaries etc. Make sure
you have thoroughly checked the rooms and ensure
everything is in order including Flowers, fruits, Soft Drinks,
Liquor Trolley Stationery, Towels with initials soap baskets,
Bathrobe (depending upon the instructions given)
magazines, Newspapers etc.
8. Check all VIP pre-registered cards for :-
(a) Correct spellings of the name and other information.
(b) Room No. and key, key card ready.
(c) Flight arrivals, check if the flight is on time. Check if the
car is required to be sent. Check if the Airport
representative to receive the guest.
(d) Correct billing instructions.
(e) Make sure the foreign VIPs are aware of the bills to the
settled in foreign currency.
(f) Check carefully the VIP list daily.
9. You should know the services to be offered from the
Concierge Desk such as :-
(a) Should be thoroughly conversant with airline schedules.
Facilities for confirmation of tickets refer to TTT or Lobby
Manager. Render positive help.
(b) City sight seeing tours, trip to elephants Caves, important
shopping centers in the city.
(c) Answer specific queries and requests.
(d) Weather conditions and temperatures.

34
(e) Airport transfers and transporting requirements.
(f) Speedy checkouts of the VIPs and seeing them off. Check
tactfully if the guest has enjoyed his/her stay with us. Give
feedback information to your seniors. Log them in a book.
(g) Co-ordination with Press Relations Executive, if there is
one. Forward correct details well in advance.
(h) Sport activities and facilities available in the City.
(i) Update Secretarial services baby sitting, Resident Doctor.
(j) Ensure there is no gap in communication.
10. Maintain a record of long studying guests shifted to the
Flats in the city.
11. Telephone etiquette, facial expressions, tone, courtesies,
and gestures, showing willingness to help the guest.
12. Always remember and act on the guidelines given on
Assertive Training.

LOBBY MANAGER

Present all the time in his desk, this manager is more

concerned with the rapport with the guest than any actual
paper work as the F.O. Manager.

At night Lobby Manager looks over the functioning of the

department.

ASSISTANT MANAGER FRONT OFFICE

35
 To be proactive to the needs of the client. Visibly available in
any case.
The Lobby guest movement hours.
To keep an overall eye on the security, cleanliness.

Maintenance of the hotel and uphold employee discipline.

To be fully con
versant with the hotel operation as whole.

SPECIFIC RESPONSIBILITIES :

Meeting all guests on arrival and departure.

Ensure that room blockings are done on time and
information disbursed to relevant departments.
Implementation on the VIP checks in procedure -
STARGATE.
Proactive to arrangements for large block/VIP movements
in terms of transportation, baggage movement, staffing.
Ensures smooth group checks in coordination with the
Group Coordinator.
Double-checking car pick ups for all VIP guests.
Redressed of guest complaints and logs down incidents
requiring the Managements attention and follow up with
decisions when necessary. This would also include F&B
after midnight.
V.I.P. escorting support.

36
 Maintain close contact with all long stay guests and ensure
that they are comfortable during their stay.
Handling long stay billing.
Follow up on credit card balance approvals and feed the
codes in guest billing.
Flow up incomplete billing and also on cards that have
been declined for further credit.
Authorizing bills in hold and clearance of the same.
Removal of liquor and stationary from VIPs Departure/no
show rooms.
Verify Red Flag/Discrepancy reports through Security.
Actioning the Scanty Baggage Report.
Double checking market segmentation of all arrivals of
the day.
Daily analysis of allowances of the day before the FOM
comes in.
Authorizes paid outs, allowances and gate passes.
On Sundays, holidays and after closing hours acts and
receiving manager.
Authorizes liquor amenities.
Authorizes wash n change rooms with the knowledge of
FOM.
Authorizes IOUs.
Authorizes usage of lockers only if cleared by the
FOM/Duty Manager.
To read and initial incoming fax & telex messages after
office hours & take necessary action.

37
 To attend meetings as required.
To observe hotel policies & standards at all times.
Shift wise gauging of city pressure on sold out dates in our
other hotels.
Reconfirmation of departure dates and timings.
Follow up in house departure dates on check in.
Checking with FOM in the morning regarding late check
outs and extensions and implanting the same through
Front Desk Guest, Relations.

RECEPTION

It plays an important role in the front office setup. This is the first section
where the guest comes in contact with a hotel employee. It is located in the
Front Office and it deals with functions, the main one being checking in or
alloting rooms for individuals or groups.
When the guest arrives at the hotel, he first approaches
the reception counter to give in his name if he has a
reservation, If the guest has booked a room in advance then a
reservation card with all the details are printed and kept ready.

In the case of a walk-in, the receptionist fills out the

registration card and checks the computer for vacant rooms.
The receptionist checks up with the assigned rooms report also
to ensure that the room allotted is vacant. The key card is filled
up and the appropriate key is placed in the card and handed
over to the guest. For registration, everything is done on the

38
computer. Hence manual labor is saved on as the guests check
in and are billed directly through the computer as the entire
hotel operations runs on computer.

A group coordinator always awaits the group to check in.

The group leader is then taken to the Bell Desk/Side desk, here
the group coordinator checks with the rooming list. The group
coordinator allots the keys along with the key cards. The
rooming list is also needed to identify the guest baggage. The
bellboys then carry the baggage up and in this manner a group
is checked in.

ROOMING LIST

This is like a form, which stays with the group co-coordinator. It

is needed during the time of checking in of a group.

It states all the names of the number of people in that group, in

the order they want to stay. This means that the type of room
whether single, double and triple is mentioned.

It is through this list that the rooms are allotted and the guest
baggages are identified.

FUNCTION PERFORMED DURING

ARRIVAL OF A GUEST

Welcome the guest

39
 Ascertain room requirements & cross check with the
movement list.
Hand over the guest registration Card along with an open
to the guest.
Select a vacant clean (VC) room keeping in min-guest
choice if any room is free for the entire duration of stay.
Take out the appropriate key from the box and prepare the
key card.
Ensure that all the details on the G.R.C. are filled in
properly.
connection released.

feed the G.R.C into the computer.

Make entry in the arrival departure register.
Update room position if necessary.
Make C form in case of foreigners.
Prepared in duplicate-
Foreign Regional Registration Office copy
Hotel copy
Amenities are provided through Amenities Voucher.

DEPARTURE FUNCTIONS :

1. When the guest settles their bills the registration card and
the keys are given to the reception.
2. Keys are kept back in place.

40
3. An entry is made in the departure intimation sheet for
departments like
House keeping.
Room Service.
Telephone & telex.
4. Inform the housekeeping over the telephone so that the
concerned housekeeper can attend to the departure room.
5. Make entry into the departure register.
6. Write down the date of departure behind the Registration
cards aside.

OTHER FUNCTIONS PERFORMED :

RECEIVING MESSAGES : A hotel provides a complex series of

services to guest and in order that all are co-ordinate
communication is very essential. Incoming calls are transferred
to the guest. If the guest are not available the message are
noted down and the message light is turned on for the room.
So that the guest comes to know that there is a message for
him at the reception.

TRANSMITTAL SLIP : It is a facility provided to the guest. In

case the guest needs a car for the day as incase of airport
pickup or a drop to some place, transmittal slips are filled in.
This is prepared in duplicate. The Lobby manager has to sign
on it.

41
ROOM CHANGE : In case of room change, a change slip is
filled in. Four copies are prepared. They are for the following
departments :-

Bill Department copy.

Room Service Copy.
House Keeping Copy.
Telephone copy.

MAINTENANCE : In case of maintenance of anything in the reception

department. A maintenance order is filled. It is prepared in duplicate.

HANDOVER : During the change of shifts the person working

has to handover all the responsibilities to the person who has
come in. For this a handover slip is filled up and also writes
down the necessary work to be performed by the next shift. So
that work can be carried out smoothly.

INTERNAL COMMUNICATION UNIT

An important part of the reception is the ICU. This area is

located at the back of the reception It is the place from where
the messages are received noted into a log book, fed into the
computer for a particular guest in his reservation folio. Put in a
message envelope and slipped through the guest door .Another
important function of this area is to receive and sent faxes. All
the reg. cards are printed and sent from here.

42
EXPECTING A CALL/MESSAGE SLIP

Expecting a Call slip is filled up by the guest or by the receptionist. If the guest
is expecting a call but he is not there in his room but some where in the hotel
only.

Message slip is a type of slip, which is filled up by the

receptionist along with the message in case the guest is not
available in the hotel.

GUEST REGISTRATION FORM

This particular form is presented to the guest when he

checks-in, and it mainly consists of Name, Address
Organization, designation, & nationality and in case of a
foreigner it contains his passport no. details along with Room
no. Date of arrival and departure. And the mode of payment.

Finally the guest has to sign a declaration that he will

release the room by checkout time whatever it is on the
departure date.

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 RESERVATION CARD :

A reservation card is one that is filled in at the time of check in.

The details extended are :-

1. NAME OF GUEST.

2. DESIGNATION AND OCCUPATION OF GUEST

3. NATIONALITY

4. DATE AND PLCE OF ISSUE OF PASSPORT.

5. DURATION OF STAY IN INDIA

6. PERMANENT ADDRESS

7. DATE OF ARRIVAL IN INDIA

44
8. ARRIVED FROM

9. IF EMPLOYED IN INDIA

10. REGISTRATION CERTIFICATE NUMBER

11. DATE AND PLCE OF ISSUE

12. NUMBER OF PERSONS STAYING

13. NEXT DESIGNATION

14. DATE OF ARRIVAL

15. TIME OF ARRIVAL

16. DATE OF DEPARTURE

17. BILLING INSTRUCTIONS

18. PARTICULARS

CONCIERGE

The concierge counter at The Wild Flower Hall is situated

alongside the reception counter. They both belong to one

45
counter but are distinctly separated from each other due to
sign boards.

The information desk is mainly for the purpose of the name is

has been given. All those guests staying in the hotel needing
any kind of assistance/information are attended to, the kind
information varies. There are many guests with different
queries. Normally a guest asks for information about different
places to be seen in outside the city. They are normal tourists
and they also ask for details like transportation facilities within
the city and their fares. A guest may also ask about information
about tours conducted. Some guests also enquiries about
facilities offered within the hotel, membership rates, the
restaurant whereabouts etc.

Guest also demands stamps and they are sold from the
information counter itself, but a general rule adopted at The
Wild Flower Hall is that no stamps are to be sold to outsiders.
So only those staying at the hotel can avail of this facility at the
information desk handling of keys message is also done
whenever needed.

The concierge staff is mainly to look after the needs of the

guest and make the guest welcome and feel at home. The way
in which help is given differs according to the needs of the
guest.

46
Here, the hostess can do reservations in restaurants for the
guest. Guidance the tours conducted, plays or movies running
in tour for entertainment etc. If any additional item is required
and if it is not possible for the housekeeper to provide it, the
hospitality department takes over.

The Concierge staff should be well versed in their skill of

making friends and similarising themselves with the new guest.
It is for this reason that guest history records are mentioned
and looked through a special treatment is given to VIPs coming
and a person from the hospitality assists the guests right up to
their rooms. A pick up coach is also sent to get them safely and
comfortably from the hotel. The airport representatives of THE
WILD FLOWER HALL also help in clearing with customs,
passport control etc.

The treatment noted out to a guest plays an important role in

getting a repeated customer. Hence, the concierge department
makes Oberoi Hotel line up to its mark.

CASHIER

47
The cashier is adjoining the reception and information counter but is situated at
the corner. It does not face the entrance through the lobby at the Wild Flower
Hall its main function is to maintain guest folios. The posting of charges from
departmental vouchers to guest bills is carried out here. At check out time the
bill/folios are closed by the casher.

The Second copy of the registration card of a guest is attached

along with his correspondence and is placed here. All the
miscellaneous bills are immediately added to the room bill and
fed into computer.

Apart from this the cashier in in-charge of handling petty cash

and to keep safe custody of guest valuables. If valuables are
lost in the room then the hotel is responsible for such losses. If
a guest wishes to make use of a safety vault, then the cashier
issues it and the rent is charged.

The Cashier department is important but equally risky as there is an inflow and
outflow of lot of money everyday.

CASHIER

Primary Function :

Responsible for all cash transactions in the Front Office.

Duties & Responsibilities :

48
1. Handles all hotel cash transactions of the guest
2. Maintain sales Register, and the guest folio
3. Closes guest bill at the time of check-out
4. Prepares luggage slip for the clearing of guest luggage at
the time of checkout.
5. Deals with foreign exchange regulations.

6. SETTLEMENT OF BILLS

FOREIGN EXCHANGE

The foreign currency can be exchanged for Indian Currency at

the Cashiers. The rate of exchange of currency is taken from
Reserve Bank of India everyday. An exchange form has to be
filled up, the original copy is given to the guest and the foreign
exchange is stapled with the other copy of the form.

SAFE DEPOSIT

The cashier issues safe Deposit Card to the in-house guest who
wishes to deposit their valuables in the Safe Deposit boxes. This
card contains the name of the guest his room. No., address &
finally the box no. allotted to the guest & signature of the guest
as well as the person as the person who deliverys the key.

BILLING INSTRUCTIONS :

Guest can settle their bills directly by cash, credit card, and
traveler's checks. Guest also has the facility of charging bills to
49
their company. Bill can be sent to the company provided it is
on the hotels credit list of approved companies.

BILL TO COMPANY/BTC instructions must be received in

writing on the company letter head, this must mention the
mailing address of the company and should also mention to
whose attention the bills are to be sent.

Similarly for travel agents the voucher must mention the

entitlement of the guest clearly, specifying what component of
the bill is to be settled by the travel agent and what part by the
guest himself.

Billing letters when received are photocopied. The original

copy is sent tot he city ledger for the collection of dues and
duplicate is retained with the correspondence.

Some times the billing instructions may be received through

the IRS or Regional Sales office of companies, .which are not on
our credit list. I n this cases the name of the person authorizing
credit must be clearly mentioned.

FRONT OFFICE CASH :

50
Front Office cash is one of the major areas, in the Front Office
department. It is the last area that the guest comes in contact
with while leaving the hotel. It deals with the settlement of all
the bills of expenses incurred by the guest during the entire
stay in the hotel. These bills include the Telephone Charges,
Room Charges, Restaurant Charges, Mini bar Charges, & other
Miscellaneous Charges.

THE BELL DESK

51
On Arrival guest luggage is taken in the trolley with the guest to
the reception and wait to get the check in procedure
completed. Luggage is carried along with the guest to his room.
Guest is explained about the fittings facilities in the room. Bell
Boy errand card(arrival) is taken from reception at the time of
carrying the luggage and then filled in and maintained. Arrival
departure of the guest is notified in the bell captains control
sheet. Scanty baggage guests are marked and the report is
signed from the reception (even in case of regular guests.)

THE BELL DESK

Morning newspapers are sorted and banged outside rooms

by night shift.

Guest is explained about hotel and room facilities including

mini-bar on check up.

Guest baggage handled and carried to rooms in check-ins

and removed and brought to lobby for checkouts.

Errand card made for arrivals and departures, and arrival

cards given by reception at the time of check in.

Guest mails are mailed, for a specific price.

52
 Maintaining baggage in the luggage room face of cost.

International newspapers received and distributed.

Early morning newspapers are distributed in rooms by the

night shift.

In house, Room verification and expected arrival report is

resigned and newspaper request list completed.

In luggage handling arrival cards are given by reception,

which are filled up and maintained. Where as departure
cards are made at bell Desk.

Guest luggage is stored in luggage room for which tags are

attached to the luggage and receipts given to the guest and
the luggage register completed Log book maintained by the
shift captains

The Bellboys arrival card (arrival) is taken before taking the guest to the
room. So that, the lobby attendant address the guest by name, If the guest is a
regular then the Bell boy escorts him to room and leaves the luggage but incase
of a new guest he is explained about the fitting and the facilities to the guest.
Guests luggage is stored in the luggage room if the guests request so. The Bell

53
Boy errand (and arrival) is completed for errand cards date wise for each
month as records.

Early morning newspaper are received and hanged on doors by

the night shift. The guest is given a financial and normal
newspaper, International and other newspapers are given on
request and for this the newspaper request list is maintained.
VIPs and regular guests are given newspapers.

Luggage Room

The luggage room is next to bell desk and has racks to store
the luggage properly. When a guest requests for his luggage to
be stored in the luggage room a tag is attached to the luggage
and receipt given to the guest with room no., date and running
and type of baggage. A luggage room register is maintained
which is then cancelled when the guest takes back his luggage.
In House report, Room Verification report and Expected Arrivals
Report is received from the computer room and is helpful in
functioning of the bell desk.

Guest special request are satisfied by Bell Boys, like buying

some things from market etc. Guest mails are mailed for the
guest on some cost. Messages and guest fax distribution is
handled by concierge.

54
As soon as information about guests requests for departure
received either by telephone or from reception an errand card
(departure) is prepared and the bell boy goes to the floor with
the trolley and brings down the luggage and then takes the
luggage along with the guest to the portico and helps in loading
the luggage in the vehicle. Before taking the luggage to the
portico clearance is taken from the Cashier through the errand
card and this errand card is maintained for records C-form
delivery is also the duty of the lobby attendants.

Housekeeping is notified on the floor that the guest has

departed. This department needs to be the most experienced
as it involves direct guest handling and mostly the first
impression is the last impression. The hierarchy of bell desk is
the Senior Captain then Lobby attendant.

The newspapers distributed in the hotel are :-

NATIONAL

a. The Times of India

b. Indian Express
c. Hindustan Times
d. Economic Times

55
SENIOR BELL CAPTAIN

Primary Function :

He is responsible to the lobby manager for the conduct.

Appearance and work performance of the Bell captain and
Bell Boys.

Duties and Responsibilities :

1. Controls movement of Bell captains and bellboys.

2. Ensure proper grooming of his staff.
3. Prepares duty list and allocation of work for the staff.
4. Checks with the reception about scanty baggage (S.B.) check
5. Protects the interest of the guest and of the hotel.
6. Reports irregularities of suspicious persons to the Lobby
manager on Duty.

7. Assist the Bell Capital in Peak Period.

8. Checks rooms discrepancy reports.

BELL CAPTAIN

Primary Function

He is responsible to the Senior Bell captain and works at the Bell captains
desk, in the Lobby controlling activities of Bellboys during the post of his shift.

56
Duties & Responsibilities:

1. Role and responsibility of a bell Captain.

2. Taking over properly from the earlier duty-bell captain going.
3. Taking the stock of the luggage, parcels and any other
material.
4. Taking the stock of the Bellboys reported for duty. Ensuring
that each Boy is well groomed. Briefing the bellboys on his
shifts. Report to the Lobby manager after taking over.
5. Through knowledge of the topography of the hotels, shops
airlines offices, executive offices.
6. Handling luggage of FITS, groups airline crew efficiently with
full control over the Bellboys, maintaining the control
chart/lobby Attendant record sheet.
7. Bell Boys briefing the guests while escorting to the rooms as
well as guest from facilities.
8. Through procedure on arrival and Departures. Writing out the
L.A.E. cards for departures.

9. To be able to carry out different an errands for the guest and.

10. Proper distribution of newspapers and control thereon.
11. Keeping stock of the equipments, trolleys, and ensuring
that they are in working order.
12. Upkeep of the Lobby and Lounge area, reporting to seniors
any unload happening.
13. Luggage storage procedure and upkeep of the baggage.
Room.
14. Maintaining and keeping the Bulletin Board/function Room
board up to date.
57
15. Looking after V.P.O. charges, keeping postage stamps
available for guest requirements.
16. May be required to take over the duty of bell Boys during
peak periods.
17. Any miscellaneous duty assigned by the Lobby manager.
18. Paging the guests Co-ordination with the information and
Reception.
19. Prompt in attending the telephones. Talking precisely and
ensuring the telephone is not busy unnecessarily.
20. Keeping and delivering the letter/packets/parcels etc.
Brought by outsiders to be given to guests careful handling
of fragile items.
21. Vigilant and alert on duty.
22. Always smiling on duty.
DEPARTURE

BELL BOY And CARD

When a guest is checking out then a departure card is gig van

to the bell boy, till the time the bell boy is in the room he also
has to check if all the equipment is in perfect cooking order and
has no damage. It notes down the attendant Numbers, Date,
Room Number, guests Name, clearance from Cashier,
reception, Information.

58
 RESERVATIONS

Reservations as the name suggest handles reservation of rooms in TOND

outstation reservations are taken by the IRS (instant reservations). Reservations
are the backbone of Front Office and are supported by Sales & marketing
division and Oberoi Centre for Reservations.

Main functions

Accept requests for accommodation

Confirm/wait-list/refuse (as per status or instructions)

Create a folio for the guest.

Maintain correspondence

Update/Cancel existing reservations

Prepare various month end statistics

Medium of Reservations

Telephone : TEL

Telex/Cable : TLX / FAX

Letters : LTR

Verbal :
59
Major sources of Reservation (business producers
TA/DIR/Inter Hotels)

TA : Travel Agents (Local or Foreign)

DIR : FITs (Free Individual Traveller)
TA : Tour Operators
Dir : Companies
EMB : Embassies
LHW/LRI/
DER/STR : Hotel Reps.
Air : Airlines
CRS : Central Reservations
: Inter-Hotels-use hotel code like HOT, HOG etc.

GUARANTED RESERVATION :

A reservation under which the guest will guarantee to pay for

the room even if its not used, unless the guest has followed the
hotels prearranged cancellation procedure. In return the hotel
holds the room till the check out time of the guest. For a
guaranteed reservation, an advance payment is taken from the
guest.

OBSERVATION :
At The Wild Flower Hall SHIMLA , the check-in and check-out
time is 1200 noon. In case of a Guaranteed reservation, we
hold the room till about 2:30-3:00 am the next day, after which
the computer system is given to the systems department for

60
night addition and that particular room is shown as a No-Show
in the next days records.

NON GUARANTEED RESERVATION :

A non-guaranteed reservation is a reservation in which a guest
has just agreed to stay in the hotel without any pre-payment.

At the Oberoi, in case of a non-guaranteed room, the room is

held for the guest till 1800 hrs the same day, after which it is
released for sale but prior information regarding this policy is
always given to the guest.

EARLY CHECK IN :

This term means that the guest would check in to the hotel
before the standard check in time of 1200 noon.

CASE I
In case the guest wants to check in after 7:00 am on the day of check in, he may
be allowed that without any extra charge by any member of the front office
team,.
CASE 2

In case the guest wants to check in before 7:oo am on the day

of arrival, he is charged for one extra day however the decision
lies in the hands of G.M. as to whether to charge or not .

MODES OF RESERVATION

61
The different modes through reservation request are made to
the hotel are as follows:

Personally
Letters
Telephone
Telex
Fax
E-Mail
However most of the times the reservations are made either by
Telephone or Fax

HOW TO TAKE A RESERVATION ON THE PHONE

a. Answer promptly greet the caller by mentioning time of day and

department and offer to help.
b. Take down all the details on the printed reservations form.
c. Check the status of the room-availability and thereby confirm/regret/wait
list.
d. Ask for a written request especially for billing instructions, which should
never be accepted verbally.
e. Thank the caller.

Processing a Reservation
a. Check under the Guest History (GHD) if we have any prior information
on the guest.
b. If we do have the above than the folio is created from history (HC). If not
then a fresh Guest folio is called up (CGU), check Company Account
Directory (CAD) # and fill-up Company Account Directory # on folio.

62
c. The folio is filled in with all the details available and then created on
computer by pressing control F2 after doing the needful.
d. From this point onwards the guests reservations is in a PREREG status
till the time the guest checks-in when the status is changed to REG.
e. Then create the BT screen for billing instructions, if any.
f. Create the TA screen, if the booking is through a T A.
g. The guest folio # is then written on the reservation correspondence and
circled.
h. The correspondence is the filed date-wise for the present month and
month-wise for future months.

Group Reservations
They are done in the same way as for FITs with the following additions :
Request for the rooming list at least a fortnight prior to arrival.
Special meal plans must be decided before check-in.
Billing instructions for breakdown of accounts.
Time of arr/dep must be taken down.
Normally the passport details are submitted at the time of arrival of the group.

Processing GRP Res.

Call up a blank group folio by doing a CGP.
Fill in the relevant details as required.
Create the folio by pressing control 2. Thus we have pre-reg group.
On receipt of the Group Rooming List, call up a blank folio by a CGU
command.

Fill in all the details for any one-group member. Do make an entry of the group
folio no. in the relevant blank.
Create the folio by control 2 and then repeat the folio through control 3.

63
Change relevant details of the next group members and then update this folio.
Repeat this process to individual folio for all group members are created.

Meal Arrangements
Call up the Meal Arrangement Screen by enters MA fill in the relevant
details and then create through control 2.
Create the Travel Agents details and the Billing Instructions in the same way as
for Fits.
Check the Group Member Directory to ensure all group members are pre-
registered.
If the group has made any deposit make the relevant entries.
Note the group folio # on the correspondence.
The individual folio nos. May be noted alongside the names on the rooming list.

Filling
It is important to create many copies of the correspondence for one group with
many visits. One copy of correspondence can be filed in each date of arrival. A
master file may also be created for large groups with many visits.

Group Cancellations
Group cancellations should be done at least 30 days before the arrival of the
group, otherwise, retention may be charged to the

a. Size of groups
b. Relation between TA and hotel.
c. Inconvenience caused.
d. Loss of revenue.

64
 CONCLUSION

When I first began my Industrial Training but went by ever so

quickly and have left me craving for much more. I would have to

say that it is an absolutely fabulous part of the curriculum and

perhaps will remain the most memorable one.

Needless to say that this experience was a highly enriching and

educative one as I went on from one department to another and

met and got the opportunity to train under several highly

respected senior professionals. I learnt that every individual is

65
diferent and that every one has something unique to ofer. I

learnt that every job has its nuances and its value and that no

job is superior to the other. I learnt that on needs to constantly

improve and improvise. I learnt hat this is just the beginning of a

long road ahead full of challenges. But I know that I will be able

to run along because I have my foundations firmly built in. It is

here that I got the opportunity to continuously introspect and

improve as a budding professional and as a human being. I will

always look back at the time spent here with fondness and with

pride.

I cannot but thank all the people who have helped me in several

diferent ways that will go a long way in facilitating the

commencement of a wonderful journey.

66