Hewlett-Packard

INDEX
Sr. No.
1
2
3
4
5
6
7
8

Topic

Page No.

About ITC Welcomhotel

2 | Page

Overview
WelcomHotel Vadodara, Vadodara
A Grand Revival
In an ambience steeped in history, complemented by a richness of culture
acquired through centuries, Welcomhotel Vadodara is a leading 5 star
hotel in Vadodara which brings you world class luxury with the warmth of
Indian hospitality in an experience that is unmistakably grand. This 5 star
business hotel presents a range of cuisines, accommodation and
recreation options that are comparable with the best in Vadodara.
Built around the swimming pool in style of the step wells of Gujarat, this
contemporary structure offers modern furnishing and comforts, with the
azure waters of swimming pool cooling environment during the hottest
months. Vadodara, a rapidly developing industrial city, where the past is
still alive in its traditional handicrafts, its culture and legends.
WelcomHotel Vadodara the citys only five star hotel, is located in the
heart of the downtown business and entertainment district.
Elegant and distinguished
In Vadodara, just 8 km away from the airport, this majestic 5 star luxury
hotel reaffirms the grandeur and popular architectural styles of Gujarat.
A luxurious business hotel built to capture the essence of Vadodaras rich
history, Welcomhotel Vadodaras building was conceived as an oasis in the
busy downtown locality. The design and architecture reflects adaptations
of various facets of Gujarat the Sunken Courtyard in the middle of the
hotel is inspired by the Vaovdi, the fenestration in the external faade is
based on the Jain temples which is one of the most popular architectural
styles in Gujarat.
Refined artistry
Among the most luxurious of Vadodaras 5 star business hotels. The hotel
has some splendid work of art by Indias renowned artist, Anjolie Ela
Menon. Art in general has been important to city as the royal family were
great collectors and patrons of fine art.
This gracious and comfortable hotel exuding warmth from the very first
glimpse. Light heartedly, portraits of a business man and his wife are
encased in window-like frames, reminding visitors that they are indeed in
the state of Gujarat. .
3 | Page

A world of comfort and luxury, with responsibility

Welcomhotel Vadodaras reputation as Vadodaras leading 5 star luxury
hotel is anchored in many factors. Having the distinction of being the
citys only Five Star Hotel, it has been the hotels ongoing endeavour to
meet and exceed the expectations of our guests. The hotel offers 133
room including 6 suites of plush accommodation and top-of-the-line
Business, Conference and Leisure facilities tailored to the requirement of
the discerning and modern day business traveller.
Facilities & Amenities provided on complimentary basis :
Hotel Facilities:
24 hour concierge service
24 hour currency exchange
24 hour room service
Access to Spa, Salon and Health Club
Access to Swimming Pool
Valet and self-parking facilities
In Room Facilities:
Internet usage at the Business Centre for 30 minutes per day
Electronic Safe
Multi-channel television
Daily newspaper
Guest stationary
Bottled mineral water
Tea/Coffee maker
Personal care amenities
The hotel is spread over approximately 12000 Sq. Metres.
Production Department
The Production department in the hotel basically carries out food
production. The food is made in respect of the following;
Restaurant orders 2 Restaurants
Room Service orders
Banquet orders
The department has a room service cabin which notes down the orders
from the hotel guests who wish to order food in their respective rooms. As
4 | Page

soon as the order is received, the details of the order are fed into a small
computer. A Kitchen Order Ticket (KOT) is issued to the respective cuisine
area viz. Mughlai, Chinese, Continental etc. depending on the order
placed. Each cuisine area has a printer attached to it. As the KOT is
issued, the respective cuisine area staff receives the details on their
respective printers. The kitchen order ticket contains details like. In the
case of banquets, the kitchen staff gets the details of the order from a
document known as Function Prospectus. This document mentions the
date and time of the event taking place in the banquet hall and the food
items to be prepared for that event.
Once the food is cooked and ready to be served, the kitchen staff places it
on the pick up tables from where the stewards collect the same and
deliver it to its intended recipient.The department has various machines
with which it produces food.
There is a machine specifically containing ice cubes. A sanitiser tub of 100
to 200 PPM. There are separate chopping woods for cutting vegetarian
and non vegetarian items. There is a separate area allotted for washing
dishes. The dishes are washed in a washing machine and stacked
separately. There is an Egg pasteuriser which is used for pasteurising
eggs. A separate machine is dedicated for slicing bread.
A vacuum packing machine is kept for non vegetarian cuts and slices.
The department has a live kitchen which is adjacent to a restaurant. The
Kitchen is operational during breakfast time and is used for preparing
items like dosa, omelette, eggs etc.
A hygiene kiosk has been specifically placed to ensure that all kitchen
staff maintain high hygienic standards. The hygiene kiosk enables one to
wash his/her hands.
There is an oven for preparing toasts.
The South Indian cuisine is available only for breakfast whereas the
continental cuisine is open for consumption for 24 hours.
In respect of sandwiches and salads, there is an automatic machine for
peeling.
The department has sufficient number of 2 door and 4 door fridges. There
is a blast chiller for cooling of Gravies and Sauces.
Soups and Chinese cuisine are available for lunch and dinner. The tandoor
cuisine is also available for lunch and dinner. The Indian curry and the
banquet also serve food during lunch and dinner.
5 | Page

There is a separate area assigned for Halwai and Indian cuisine.

The department disposes off its garbage in coloured bins.
Green coloured bins for bio-degradable waste
Yellow coloured bins for recyclable plastic
Red coloured bins for Non recyclable and non degradable waste
There is a Hot wash area allotted for cleaning big vessels.
The Peshawari Kitchen in the hotel serves only dinner and it is a live
kitchen.
There is an oven room which consists of an electric/gas oven.
There is a confectionary room which is used for the preparation of cakes
and desserts. It has 2 dough mixers, 1 dough sheeter and a 4 door fridge
and a bakery cupboard which is stocked with confectionary items.
There are 2 cold storage facilities which operate on a temperature range
of 0-5C. The facilities are used for the purpose of storing Halwai,
bakery,continental food, vegetarian and non vegetarian items.
There is a deep freezer facility as well which has been divided into 2
sections. In one section, fruits and vegetables are stocked and this section
operates between 0-5C and the other section contains Non vegetarian
items, cheese and Ice cream and operates at -18C and below.
There is a tomato pulveriser which is used for making tomato puree.
There are 2 masala grinders which are used for making idli and dosa
batter. There is a potato peeler which is used for removing the outer skin
of potatoes. There is a butchery section for non vegetarian items and a
mincer machine. There is a bone saw machine as well.
There is one separate room which is dedicated to storage of soft drinks
and mineral water.
Raw Materials
The perishable items are purchased daily. The order is generally placed
around 3 pm. The grocery orders are placed bi-monthly and sometimes
even on a monthly basis.
The raw material requirements are punched into the SAP system. The
requirements are then sent to the Head of Department (HOD) for
approval.
After making any required changes, the HOD sends the
requirements to the storekeeper, who then issues the raw materials.
6 | Page

For the purchase of raw materials, a purchase requisition is prepared.

Copies of the same are sent to the Purchase Manager and the Unit Finance
Controller.
In relation to the rotation or movement of the stock, the hotel follows the
First in First out (FIFO) method and the First Expiry First Out (FEFO)
method.
Quality Standards
The department follows Good Manufacturing Practices (GMP) and Good
Hygienic Practices(GHP) as far as quality is concerned.
The department follows Six Sigma and Kaizen. Further, the department is
required to submit 1 Kaizen per week to the management.
Staf
The kitchen is staffed with 36 people. There are 18 stewards in total. The
department functions in different shifts of 9 hours. At one shift, the
kitchen staff is approximately between 12-15 employees and the stewards
are approximately 4-5.

Engineering Department
This department essentially takes care of the all the technical issues
relating to power, water etc. A Complaint Management Service (CMS)
system enables the departmental staff to login into the system and note
down the complaints. The complaints are usually registered via the
Housekeeping department or from the Reception. The hotel guests
complain to either the Reception or the Room service. The housekeeping
department directly refers to the Engineering department. The complaints
usually relate to maintenance or repair of all electrical equipments and
other technical issues related to the other assets of the Hotel.
A routine complaint by the Housekeeping department is required to be
solved within 15 minutes of lodging of the complaint. In the case of a
guest complaint, immediate action is required to be taken and the
complaint is required to be solved within 5 minutes of lodging of the
complaint. If within the first 15 minutes of lodging of the complaint, the
issue is not resolved, the matter is referred to the Supervisor of the
department. If the supervisor is unable to resolve the matter within the
next 15 minutes, the matter is escalated to the Chief Engineer. If the Chief
engineer is also unable to resolve the matter within 15 minutes, the
matter is referred to the General Manager of the Hotel.
7 | Page

The Department is required to prepare a Preventive Maintenance

Document in relation to the Kitchen equipment and Housing Maintenance
so that the general operations are not affected.
The department is staffed with 17 employees who are spread over the
different shifts.
The department also keeps a check on the safety systems installed in the
hotel such as water sprinklers (in case of fire), fire alarms (in case of
smoke).
The engineering department also controls the swimming pool filteration
plant as well as the plant which provides Centralised Air Conditioning.
The Corporation water provided to the hotel is filtered and this water is
passed through a water softener machine and the softened water is then
transferred onto a tank. This water is then transferred to RO.
The water is used for general purposes. The kitchen water is passed
through a boiler which operates at 48C. This water is used for generating
steam. The water in the plant is re-used till it is depleted.
The pipes in the plant are colour coded to distinguish between cold water
and fire water. Whereas the green colour transmission pipes are used to
transmit cold water, the Red coloured pipes are used for water to be used
in case of emergencies like fire. There is a separate fire area designed in
the engineering plant which contains all the pumps and transmission lines
for water.
A separate electrical area has been assigned in this department which
houses the boiler. The boiler water is heated between 45C to 48C. The
capacity of the boiler is 13000 litres.
There are also manual call points in case if a fire breaks out.

Banquet
The banquet is mainly used for the purposes of holding conferences,
exhibitions and other events. There are 2 halls used in the banquet
Chandraba hall capacity of 150 persons
Jharokha hall Capacity of 50 persons
Firstly queries are asked by the potential clients regarding the rates and
other details regarding the banquet halls. The hotel sends a proposal in
response to the query mentioning the seating arrangement, guest name,
8 | Page

name of the company (if applicable), contact person for event, function
timing, price, terms and conditions, menu, payment mode etc. The details
relating to other requirements like stage, flowers etc are also mentioned.
After the function/event, the function prospectus and the bill are sent to
the Finance & accounts department.
The hotel provides only the food and seating arrangements. The extra
requirements are arranged from outside sources/suppliers. On the day of
the event, the set up takes an average of 2 to 3 hours. Generally 4 people
are sufficient for setting up the hall. Extra personnel are deployed based
on the event and situations. After the event is over, the winding up takes
an average of 2 to 3 hours. There is a banquet manager who has a
dedicated team to look into the operations of the banquet hall. The events
are pre-scheduled. The food for the event is cooked 1 hour prior to the
beginning of the event. However, the semi-processes like washing of raw
materials, pulses, lentils etc are undertaken 1 day prior to the event.
There is no service provided in the banquet hall at the time of serving
buffet. The kitchen prepares the food and keeps it on the tables near the
banquet hall. The buffet is a self service activity for the guests. Everything
from soup, salads, main course and desserts is kept on the table. Its a
formal sit down area. Only the Food & Beverages department (F&B) is
involved in the operations of the banquet hall. There is a banquet office
which notes down all the details relating to the events from the clients.
These details are taken down in a document known as the Function
Prospectus. A copy of this document is also sent to the F&B department as
it contains a list of all the food items which the guest requires to be
prepared on the day of the event.
Regarding the payment for the event, the hotel accepts direct cash and
credit card as a mode of payment. In case if the client is a big company,
the banquet office prepares a bill in the name of the company.
The banquet department is staffed with 6 people.
For an event, the banquet department takes a day to make arrangements
and set up the decor for the halls. The set up varies from event to event.
Human Resources
The HR department basically covers the following functions:

Extra manpower
Salaries
Stipends
Training
9 | Page

Employee welfare activities

Induction and training
Fulfilling the requirements of the Health & Safety policy
Exit interviews
Corporate Social Responsibility (CSR)

The induction period for an employee generally takes 3 days. The

employees on joining are required to fill a form which takes down all their
personal and other details.

Points discussing the location of the hotel

1. Power Supply:
There are 2 power lines 1 low tension line and 1 high tension line.
The hotel demands a power supply of 475 KVA. The hotel receives
electricity supply from Gujarat Electricity Board (GEB) Subhanpura
Subdivision. There is no problem in relation to the power supply
received by the hotel as the hotel has a special line allotted to it by
the GEB.
2. Quality Standards: The hotel is the 1st hotel in Gujarat to receive the
ISO 14001 and ISO 22000 certificates. The ISO 14001 is in relation
to the service industry and the ISO 22000 is in relation to the HACCP
for food.
3. Area of location: The hotel is situated in the prime area of Alkapuri
in baroda. It is a very important location in the Golden Corridor (i.e.
the area between Delhi and Mumbai). It is the first 5 star Hotel in
Gujarat State.
4. Water supply The hotel receives its water from the Municipal
Corporation. The water is received from the Wadi vadi water tank.
The hotel water connection enables it to receive 6 inches of water.
The hotel requires 80-90 KL of water per day. In case of shortage in
the Corporation water, the hotel extracts water of about 20-40 KL of
water per day.
5. Government Policy The Government policies are dependent on
conditions prevailing at different times. Generally they are
favourable for the hotel. The hotel is also required to obtain consent
from the Gujarat Pollution Control Board regarding adherence to
environment regulations.
6. The hotel is located in a semi-commercial area. There is a peaceful
environment around the hotel and no disturbances occur around the
area. The hotel does not face any problem in relation to air and
water pollution. The hotel conducts a periodic checkup of the Air
quality, water quality and sound.
10 | P a g e

7. The hotel has easy access to its subcontractors. The raw material
for the food is procured from the local market Khanderao market.
8. The Government of Gujarat has provided the hotel site on rental.
9. The labour is easily available for the various departments in the
hotel. Labour is also provided by labour contractors. The skilled
labour is procured through management institutes.
10.
The Alkapuri Gymkhana is located at between 300 400
metres from the hotel. A very prominent school in Vadodara, Baroda
High School is located about 700 metres from the hotel.
11.
The hotel is located very close to the Central market.
12.
Some of the raw material is purchased from the centralised
department at New Delhi.
13.
Good and convenient transportation facilities are located
around the hotel. The hotel is also situated very close to the Airport,
Railway Station and the Bus Stand.

Safety Standards
The safety standards are followed with respect to electrical connections
and fire connections. The hotel is the first hotel to have come up with
Lightning Protectors. There is a sewage treatment plant which treats water
of about 150 KL a day. The treated water is segregated and used for
cleaning the approach roads, gardening and cooling tower.
For administering first aid in case of mishaps and emergencies, there is a
dedicated team of about 36 employees in the hotel who have been
provided training in this regard.
The hotel also has an emergency preparedness plan in place to deal with
emergencies.
As per Government guidelines, the hazardous waste is sent to authorised
recycler. Even the e-waste such as bulbs, tubelights etc are sent to the
authorised recycler. The kitchen waste such as cooked oil are sent for
Small scale Industry use.

The hotel also has an Annual Rate Contract with a third party to measure
Air, Water and Sound.
Front office Department
The department essentially takes care of the reservation requirements of
the guests at the hotel. Most of the revenue of hotels is generated from
room accommodation facility. Front office handles the room inventory.
11 | P a g e

Reservation department is the backbone of front office department. It

handles the room inventory which is perishable in nature.
The Reservation departments primary activity is revenue management. It
helps the hotel to sell the right room at the right rate. This department
analyses the market and accordingly sets the rates.
Front office department is engaged in following activities:
1. Guest check In In this process several other activities are involved.
Firstly prior to guest check in, detailed information is obtained
regarding their arrival, departure, day/date of arrival/departure, type
of room etc. Here all this information is acquired to plan and control
the inventory. The check in procedure takes approximately 5
minutes.
2. Guest Check out The guest settles the bill at the reception 15
minutes before the check out time. It generally takes 3-4 minutes to
settle the bill. Bill includes all services enjoyed by the customer from
room service to restaurant, banquet and laundry services. At the
time when the service is provided, the bill is prepared and the
signature of the customer is taken on the bill as a proof that all
these services are enjoyed by the customer. The Front office keeps a
record of the bills of the respective customers. Customers can settle
the bill at the previous night prior to check out also and check out in
morning. If there is any extension to the stay, the same has to be
conveyed to the hotel prior to check out as the room could have
been booked for the next customer. At times the room may not be
available due to full occupancy, so the hotel requests the customer
to make alternative arrangements. The Customer is required to
check out at time as mentioned at the time of booking a room.
3. Queue times There are 3 desk/stations in the reception area which
enables the staff to attend 2 guests at a time on each station. The
procedure of checking out takes approximately 3-4 minutes.
4. The department uses OPERA and PMS (Property Management
System) for room reservations.
5. The front office department includes 23 personnel along with 3
people from health club. The department has 3 managers. 1 person
is responsible for centralised reservations. The reception area is
staffed with 7 persons including the cashier. The bell desk has 5
persons. There are 4 persons for guest relations where they
personally meet guests to take their feedback on their experiences
of staying at the hotel. The functions performed by the guest
relations employees are basically an extension of the General
12 | P a g e

Managers responsibilities. Lastly 2 persons are appointed on

telephone desk.

Documentation procedure:
Reservation by guest is done by email. If the guest is booking a
room in the name of the Company to which he/she represents, the
hotel bills the company. In such cases, the company has to be
approached in advance because the company will settle the bill on
behalf of the customer.
Credit is given to those companies who have been approved in
credit list of the hotel. The list is prepared on the basis of verification
of the bank documents that are submitted by the companies. Before
acceptance of a reservation, the Sales & Finance department will
verify the Companys creditworthiness.
Registration card (also known as F Form) is used at the time when
the guest checks into the hotel. The signature of the guest is taken
on the F Form. This is the contract document between the hotel and
the customer. The F Form prescribes details of the guest such as
designation, contact details, Date of birth, passport/visa
details(foreigner) etc.
The photo ID has been made mandatory for the hotel guests. In
case of foreigners, the passport is required and in case of Indians
Drivers license, Voters ID, Passport, Aadhar card etc is required.
At the time of check-in, the guests are briefed about the 13 house
rules about the hotel. Guests have to sign the document containing
these rules.
In addition the foreigners are required to fill in the C Form. It is the
document of contract between the hotel and the foreign customers.
Prior to this, all necessary information of the customer is acquired
which includes all personal details, passport/visa details, purpose of
visit and photo ID.
C form contains details like nationality, date of issue of visa, date of
expiry, foreigner coming from and going to details. This is submitted
to foreign registration office (situated at narmada bhuvan) within 24
hours. This process is undertaken on a daily basis by the hotel.
Coordination with other departments

13 | P a g e

Front office handles the travel pattern at the time of arrival or

departure of the guest. All this is taken care of by the travel house
which is a sub department to the Front office department. Further,
the guest room is kept ready by the House keeping department. The
Front desk office keeps the amenities ready for use by the guest in
the room. The F&B department places refreshments in the room. If
the guest requires special facilities like DVD player etc, the
engineering department ensures that it is installed in the room.The
housekeeping department ensures that all the lights and AC in the
room are in working condition.
House keeping Department
The departments activities include:

laundry,
room cleaning,
placing sanitary products and
ensuring that the refreshments are placed.

There is a separate area assigned for laundry. Soiled linen is collected at

the entry point. The collected linen is then sorted into towels, bedsheet,
Duvet Cover and pillow covers. The laundry bill is kept along with the
clothes in the guests laundry bag. The bill contains item, guest name. The
register maintained by the department contains details like the guest
name, room number, type of clothes, brand name of the clothes, laundry
delivering man with time and voucher number. The clothes given by the
guests are bifurcated into light coloured and dark coloured clothes for
separate washing. Coat is kept separately for drycleaning. There is a
washing machine for cleaning of guest laundry. The following chemicals
are used for washing the clothes:

Clax
Clax
Clax
Clax
Clax

200 S
crystal
Hypomagic Bleach
Rinse and
Softener

The washing process takes around 45 minutes and the capacity of the
machine is 10 kg.
There is a linen machine for bedsheet, duvet sheet, pillow cover, bed mat,
bath towels, bath mats, hand and face towels. The capacity of the
machine is 50 kg and the process takes between 30-45 minutes.

14 | P a g e

After washing, the clothes go into hydromachine for the purpose of

extracting the water from the cloth and this process takes 15 minutes.
There are 2 dryers which operate at 58C . There is also a pressercalendar machine for pressing the linen. The pressed linen is then folded
and stacked.
Steam iron is used to press the guest laundry. There is a separate hot
machine for coat. There is a separate drycleaning machine which has a
capacity of 10 kg and runs for 30 mins.
The chemicals used for the washing are manufactured by Johnson Diversy.
The Housekeeping also looks after the cleaning of the guests rooms.
The different types of rooms are Standard, Corporate deluxe and suite.
It takes 40 minutes to fully clean and prepare a room. Occupied
room cleaning takes only 30 minutes. House keeping department
has 40 to 45 staff members. Each person is appointed from the
house keeping department to prepare a section of 12 rooms in 9
hours shift.
The process of cleaning of room involves removal of all the used
linen. Dusting is done with the help of a vaccum cleaner. Bathroom
is cleaned and fresh linen is placed. Fresh sanitary products are
placed after cleaning the bathroom which includes conditioner,
shower gel, body lotion, bubble bath, powder, laundry bag, soap,
slippers, shampoo etc.
F&B places refreshments in the room and fridge. This includes 3
mineral water bottles, chocolates & soft drink. Chips, cashewnuts,
Cookies and biscuits are placed on the table along with tea & coffee
sachets, sugar and milk.
2 employees supply fresh laundry from housekeeping department to
the cleaning staff appointed in different sections and carry back the
dirty laundry to the washing area. The department stitches the
uniform of the entire hotel staff and also provides shoes.
House keeping department coordinates with different departments
in the following ways:
In case of any complaints from the guest related to water supply or
electric issues, house keeping coordinates with Engineering
department by conveying them the complaint and the room number.

15 | P a g e

The reception provides a room to a guest only when it receives

confirmation from the housekeeping department that the room is
ready for the use of the guest.
House keeping department coordinates with accounts department
for bill settlement or for receiving and sending courier. The
department coordinates with F&B department for receiving the
refreshment items to be placed in the guest room.
People from house keeping wash the entrance area with recycled
water.
Contracts have been given to different companies for cleaning
windows, cleaning different departments, pest control, horticulture
and gardening.
Mr. Clean is one of the contractors who have been given the
contract of cleaning windows and doors. 2 persons come daily from
Mr. Clean for 2 hours.
Eagle services has been given the contract for horticulture. 4
workers come daily for gardening.
Quickpest control has been given the contract of pest control. Daily,
the rooms are covered and the area around the hotel is also
covered. Pest control is administered both in the morning and
evening.
Restaurant
There are two restaurants in the hotel.
The Peshawari restaurant is an acclaimed cuisine from North West
frontier. The menu offers wide choice of kebabs, vegetarian dishes,
Indian breads and famous Dal Bukhara. It operates only in the
evenings from 7:30pm to 11:30pm. It does not offer rice or soup.
The Cambay Pavilion is a multi cuisine restaurant serving Chinese,
Indian, Continental etc. It serves breakfast, lunch and dinner buffet.
In both the restaurants, the guests are warmly welcomed and
greeted within 5 minutes. The restaurant uses Micros system of
billing.
The restaurant is staffed with around 25 employees who work in
different shifts.
I.T Department
There are two main functions performed by the I.T Department: a)
Administration and b) Internet networks.

16 | P a g e

Administration basically ensures the working and maintenance of

hardware. The service has been outsourced from HCL Company on
an Annual Maintenance Contract.
The internet issues of the hotel especially those relating to the
guests are also addressed by this department.
The department does not follow any documentation.
All IT related complaints are attended to within 5 minutes. In case of
failure to solve the issue, the matter is escalated to the team leader.
The department is staffed with 8 personnel.
The Internet services are outsourced from Microsense Pvt Ltd.

Based on our interactions with the staff of the hotel and our observations
of the processes and operations, the following are our learnings:
1. All the resources at the hotel should be mobilised effectively to
ensure quality service.
2. It is very important for the departmental heads to plan and prioritise
their tasks. This is especially true for the food production
department so that food is prepared and served on time.
3. The manager should effectively utilise resources like his/her own
time, staff time, money, technology etc.
4. Delegation of tasks is highly important especially when there are
multiple processes involved for a given task.
5. Communication should be clear, concise and unambiguous.
6. In case of guest related issues, the problem should be rectified
immediately.
7.

17 | P a g e