Our recent visit to Hotel Heiga offered an extraordinary deep dive into the heart of hospitality operations, providing us with firsthand insights into what goes into creating an exceptional guest experience. Led by Operations Manager Mr. Arup and his skilled team, the tour was more than just a walkthrough—it was a captivating exploration of the meticulous details, dedicated service, and refined systems that make the hotel industry tick.

The experience began with a tour of the various guest accommodations, each meticulously designed to cater to different tastes and needs. From single and double bedrooms to premium and executive suites, each room was an invitation into luxurious comfort. Mr. Arup's team explained the specific features of each room type, demonstrating how personalization at every level plays a key role in guest satisfaction. The minibar, a staple of premium guest service, was not only shown to us but broken down in detail—every item, its charges, and its role in enhancing the guest experience were explained, giving us a glimpse into the precision required to maintain high standards.

One of the highlights was learning about the turn-down service, a subtle yet impactful ritual in hospitality. The team’s attention to detail was impressive as they showcased how each room is prepared to welcome guests back after a day out, with thoughtful touches designed to maximize comfort. The room service process, complete with a demonstration of their laundry service protocol, left us with practical knowledge on maintaining seamless guest satisfaction.

Moving from rooms to dining, we were introduced to the refined world of table settings at the hotel’s restaurant. The basic table cover setup was elegantly simple yet carefully arranged to meet high standards. At the bar, the Bartender walked us through the art of drink presentation, sharing fascinating knowledge about different types of glasses and how each one enhances specific beverages. We also witnessed the “BOT” (Billing on Tap) system in action, which ensures a smooth and efficient guest experience. 

The technology powering the hotel’s operations, IDS (Inventory and Distribution System), was a revelation. This powerful software is a cornerstone of their operational efficiency, streamlining everything from bookings and orders to billing. As we watched, we saw how each element, from orders to room reservations, is carefully integrated into a single system—a seamless blend of hospitality and technology.

Our journey continued with a tour of the Food and Beverage menu, a true showcase of Hotel Heiga’s culinary diversity. The staff explained the extensive coffee offerings, detailing how each type is prepared according to specific guest preferences. Observing the coffee dispensing machine in action gave us practical knowledge of how baristas personalize every cup, reinforcing the hotel’s dedication to guest satisfaction.

As we reached the kitchen, the heartbeat of any hospitality establishment, the team shared insights into different types of cuisines and the preparation techniques that go into each. This behind-the-scenes look allowed us to appreciate the high level of skill, coordination, and passion involved in the culinary process—a true art that elevates the dining experience for guests.

Finally, we were introduced to the hotel’s order-taking procedure, from KOT (Kitchen Order Ticket) issuance to order fulfillment. This process not only demonstrated efficiency but also underscored the importance of clear communication and coordination across departments—a vital skill in the fast-paced world of hospitality.

Our visit to Hotel Heiga was more than an informative tour; it was an immersive experience that opened our eyes to the intricacies of hotel management, from guest room perfection and dining finesse to the technology and teamwork that power each service. This experience offered us a wealth of knowledge that will be invaluable as we pursue careers in the hospitality industry.