SRM Institute of Science and Technology

MODINAGAR, DELHI-NCR CAMPUS MEERUT ROAD, GHAZIABAD (201204)

TRAINING PROJECT REPORT

ON

Hotel Management-IET (Industrial Exposure Training)

BHM-IIIrd SEMESTER

SUBMITTED By

Harsh Verma

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 DECLARATION

I hereby declare that the project work entitled “HOTEL MANAGEMENT” is

an authentic record of my own work carried out at Taj Ganges Varanasi under

the guidance of the entire departments of at SRMIST and Mrs. Soni Pandey

who has contributed and supported me for the project this project work is

submitted in the fulfillment of the requirements for the award of the degree of

BECHELOR IN HOTEL MANAGEMENT 3RD SEMESTER.

(Signature of student)

Name of Student: Harsh Verma

Roll no: 1831003030020

Date : ………….

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 STUDENT PROFILE

Name of Student : Harsh Verma

University Roll No. : 1831003030020

Course : BECHELOR IN HOTEL MANAGEMENT (BHM)

Batch : 2018-2021

Company Name : SRMIST

Contact No. : 8171906092

E-Mail Id. harsh.verma8439117702@gmail.com

Fathers’ Name : Mr. Shyam babu Verma

Name of Project Guide : Mr Soni Pandey

Designation of Project Guide : TRAINING HEAD

Date of Submission : 8-nov-2019

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 Our Vision:-

“To be leading educational institution by providing world class education in diverse

emerging disciplines to produce conscientious and learned professional who significantly
contribute to socio-economic development of the nation.”

* Our vision is to provide value based high quality education to the students.

* To impart and train the students both theoretically and practically on the latest
developments in their branches of study.

* To continuously upgrade the technical facilities and faculty on par with the best
institutions in the country.
* To make it one of the best Colleges of Education.

Our Mission:-

“To develop individuals with multifaceted personality who will shoulder responsibilities of
the family, the Society and the Nation.”
* Our mission is to provide quality education at affordable charges.

* To ensure that all students pass their examination with the high grades.

* To inculcate in the students the sense of Duty, Discipline, Responsibility and Service to
the Nation and Society.

* To Sustain and support their studies and talents liberally.

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 BONAFIDE CERTIFICATE

This is to certify that Mr. Harsh Verma, a student of SRMIST has successfully

completed His Training at Hotel “Taj Ganges Varanasi” and submitted training

report on the “………………………………………” in the academic year 2019-

20, under my guidelines and supervision in connection with his Bachelor Degree

in HOTEL MANAGEMENT(BHM). 17 WEEKS Industrial Training is an

integral part of Completion of BHM Degree from Himachal Pradesh University.

Class In charge

(Mrs.Soni Panday………………..)

(Principal) Date :

Signature

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 ACKNOWLEDGEMENT

Firstly I would like to thank with a deep Sense of Satisfaction

and Gratitude to the Training Manager Mr Kevin Soni And all the Heads of
Departments along with the staff members of HOTEL.I wish to place on record
that the Training was imparted in highly comfortable and true atmosphere to the
reputation of Hotel Taj Ganges Varanasi, has been of immerse value to me
which will help me to put into practice all that I have learnt to sharpen my skills
and develop my personality

I would like to thank. Mr. Yatendra kumar jainer

(principle of SRMIHMCT) for meticulously planning academic curriculum in
such a way that students are not only academically sound but also industry ready
by including such industrial training patterns.

I would also like to thanks to all the departmental heads of

taj ganges, Varanasi for the positive attitude he showed for my work, always
allowing me to question him and giving prompt replies for my uncertainties in all
the fields including educational, social and managerial work.
I would also like to acknowledge and my heartfelt
gratitude to Mr. Pankaj Sisodia (HOD&coordinator) who continuously supported
me in every possible way, from initial advice to encouragement till this date.

Finally, I would also like to thanks Mr. Ajay Shrikant (HR

manager) & Mr. Pralay banarji (Asst.HR.Manager) for giving me this
opportunity and guiding me during the course of the training.

Name of the Student: Harsh Verma

Sign:

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 HISTORY OF THE HOTEL

❖ Opened on January 30, 1981

❖ Built on 40 acres of lush green lawns, fruit bearing trees and flowers

❖ The hotel is designed in Swastika shape- the auspicious sign

❖ 21 Kms from the Lal Bahadur Shastri Airport

❖ 2 Kms from the Cantt Railway Station

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 DETAILS OF THE HOTEL

NAME OF THE HOTEL : TAJ GANGES VARANASI

NAME OF COMPANY : TATA GROUP OF COMPANY

ADDRESS : Taj Ganges Nadesar Palace

Varanasi – 221002

Uttar Pradesh ( India)

PHONE NO. : (91-542) 2503001 – 019

TELEX NO. :

FAX NO. : (91-542) 2502724, 2501343

STAR CATEGORY : 5 STAR DELUXE

E-mail address tajganges.varanasi@tajhotels.com

Facilities ; Business Centre

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❖ Three work stations

❖ Internet Access

❖ Fax and Photocopying

❖ Secretarial Services

❖ Facility for CD burning

❖ Laptop /desk top hiring

Services :

Complimentary Service : YES

Buffet breakfast : YES

Coffee/tea in-room : YES

Shoeshine : YES

Business Services : YES

Fax service : YES

Full-service business center : YES

Messenger service : YES

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Network/Internet printing : YES

Translator : YES

Guest Services Babysitting : YES

Cash machine/ATM : NO

Concierge desk : YES

Evening turndown service : YES

1. Coffee Shop : Chowk

● Coffee Shop

● 116 Covers

● Multi-cuisine

● All meals

● Buffet and A la carte

● The local delicacies

● Benarasi break fast

● Cocktail bar

2. Restaurant : VARUNA Indian Specialty Restaurant

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❖ Operates during Lunch & Dinner

❖ 84 Covers

❖ Traditional and authentic Indian Cuisine promoting local Benarasi

delicacies

❖ Satvik Thali – Promotion of local ethos

3. Banquet :
● NADESAR HALL
● DARBAR HALL
● GULAB HALL
● PEACOCK LAWN

4. Conference Hall :

● MINT HALL

5. Bar :

PRINSEP BAR

❖ Seating capacity -22

❖ Sit down bar with colonial ambience

❖ Serves a delectable array of drinks and light snacks

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6. NO. OF ROOMS : 130

1. Single : 10

2. Double : 20

3. Twin : 10

4. Deluxe : 40

5. Suite : 10

6. Any other : EXECUTIVE ROOMS-40

Extra Facilities

1. Health Club : YES

2. Swimming Pool : YES

3. Beauty Parlour : YES

4. Others :

❖ Gymnasium

❖ Tennis Court

❖ Badminton

❖ Board Games - Darts, Chess & Carom

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Basis of Charging : Fixed Time/24 Hrs./Night Basis

Tariff Structure :

Tax Structure : GST

Credit Cards Accepted : YES

……………………………………………….

Billing Methods : Manual / Computer / NCR

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 Organisation Structure

1. General Manager : MR. VIJAY PRATAP SHRIKANT

2. Resident Manager :

3. F & B Manager : MR. VIKAS NAGAR

4. Executive Chef : MR.SUMANT DHADWAL ko

5. Front Office Manager : MR. TAMAL CHATTERJEE

6. Lobby Manager : MS. VANDHNA JOHER

7. Executive House Keeper: MR.S KUMAR RAO

8. Chief. Engineer : MR. GURMIT SINGH RANA

(Maintenance)

FACT FILE

Rated As : 5 (Star Deluxe)

Rooms: 130. Rooms 10 Suites

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In Room Facilities: Air Conditioning, Coffee Maker, Cable Connected

Televisions, Refrigerator, Trouser Press, Hair Dryer, Mini Bar, Safe, Individual

Climate Control, Iron and Ironing Board.

Hotel Amenities : Babysitting, Cash machine/ATM, Concierge Desk, Evening

Turn Down Service, Foreign Exchange, Grocery Shopping Service,

Housekeeping Service Daily, Laundry on –Site , Newspaper Delivered to Room

,Newspaper in Lobby,24 Hours Room Service, Safe Deposit Boxes, Front Desk,

Valet Dry- Cleaning, bookstores, Shopping, Florist.

Must Enjoy: Listening to Indian Ghazals and Enjoying a Kebab Treat in the

Nawab Sahebs Restaurant, Inside the Hotel

Recreational Facilities: Swimming Pool, 18 Hole Golf Course, Facilities for

Spa, Fitness Equipments.

Eating Restaurants: Bombay Express- For Breakfast, Lunch and Dinner Along

with Confectionary Items. Emperor’s Court- Dinner. Lake View Cafe –For

Breakfast, lunch and Dinner. Continental and Indian Cuisines.Nawab Sahebs-

Authentic Regional Indian Kebabs.

Must Try: Enjoying Internationally Reputed Drinks and Mediterranean Food at

the bear Inside the Hotel

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Conference Facility: 15 Meeting Room, 1 Grand Ballroom with seating

capacity of 1700. 15 Breakouts Meeting Rooms.

Business Equipments:

High Speed Internet access, Copy Service, Fax Service, Full-Service Business

Center, Messenger Service, Network/Internet Printing, Secretarial Service,

Translator.

Recreation and Services - Simply the Best

The hotel offers the best service to its guests and the endless list of recreation.

The inside hotel recreation are the swimming pool, Jacuzzi, outdoor pool, spa,

gymnasium etc. The service include the 24 hours butler service, baby sitting,

laundry service and the complimentary services include the buffet breakfast,

coffee in room, newspaper delivered to room, shoeshine. On request the guests

can have a game of golf at the nearest golf course. Visit this place and it is to be

sure that this is the place where you can find the peace and tranquility to your

mind. You can hire a cab or the hotel has a package for guests sight seeing. For

the thrilling holiday plan a tour to this hotel and enjoy your outing without any

disturbance in your business program.

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Accommodation

130 rooms, 10 suites

¬ 5 meeting rooms, 80,000 sq m of total meeting space

¬ 2 concierge level

Restaurants & Lounges :

A Bar

a perfect place for meeting

¬ friends or just to relax and unwind while enjoying a variety of drinks

FRONT OFFICE

INTRODUCTION

Front office deals in accommodating guest in the hotel and is a very important

department. It is an essential because it deals with the allocation of room, which

is a major income of hotel. The way in which a receptionist deals with the guest
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has d direct impact on the guest. Front Office is one department, which deals

with guest directly. A receptionist, with his salesmanship can induce the guest to

stay at the hotel and in this way it increases the revenue the of the hotel.

The person at the reception carries the perpetuation of the hotel with him. They

take down the Check INS of the guests and groups. They hand over the keys to

the guest too. The first thing done by an assistant is to check whether the guest

has a reservation or not. In case he is not shown any reservation and the guest is

a walk in then the guest can be straight away refused in case he is suspected of

any untoward thing. Incase the guest has a booking then a registration card is

given to him to fill up board.sThe require details. (the card attached along with

the page for every detail0. Then the guest is handed over the key to his room,

which the assistant checks on his room, which the assistant checks on his

computer and allots

The bellboy then leads the guest away to his room. Then the assistant enters the

details of the card into his computer. An identification number is given to the

guest who is written down on the registration card. Then the rate is checked in

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the computer and after everything is ascertained then the entry is made in the

guest arrival register.

‘First Impression is the last impression .’ The first department with guest comes

in contact. Front office department is just one of the department, working

towards the satisfaction of the guest.

For a hotel ‘Room Sold Revenue’. Room are the major operating revenue

producing department. It coves 80-85% of hotel revenue; does not need

investment frequently

INTERDEPARTMENTAL CO-ORDINATION

1. HOUEKEEPING :

Both Front office and Housekeeping are concerned with rooms. The form with

letting the rooms & latter with preparation of room. For this is to be done

efficiently there must be constantly exchange of information between the two

department. The housekeeping informs the front office about the occupancy

thrice a day. It also inform about room change being done out of order rooms,

rooms taken for re-decoration. Which helps in smooth functioning of Front office

an also sale of room without delay.

2. Security :
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 Co-operation here is mainly concerned with prevention of fire theft and

safe keeping the property.

3. Telephone :

Reception and information assistant after receiving any request for wake up call,

pass is on to telephone operator department keeps the Front Office posted with

the information regarding any STD, ISD or personal calls made by the guests of

various rooms so that the Front office cashier can do the posting the guest

general accounts.

4. Accounts :

There is a close co-operation between Front Office cashier and lobby staff. The

receptionist informs cashier about walk-in or scanty baggage and ask him to take

an imprint of credit card of cash in advance. Bell caption fells cashier about our

so the he can prepare the bill for presentation.

5. Sales :

Sales &; Front Office department co-ordinate on management level in improving

the rooms sale on lean occupancy days. Sales department sets the rates corporate

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companies that are corporate and the meal plan rates, which is sent to the

reservations.

6. Other F &; B outlet :

Front office sends information to different F & B outlet about the group

arrival in advance. So, that they can prepare themselves in advance

HIERARCHY

(FRONT OFFICE DEPARTMENT)

Front Office Manager

Asst Front Office Manager

Duty Manager

Cashier

Front Office Assistant

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 Trainee

JOB DESCRIPTION

FRONT OFFICE MANAGER:

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

2. He checks staff attendance, duty roster & sanction leaves.

3. He handles staff disputes.

4. He deals with guest complaints.

5. He sets, maintains the hotel standard &; operating procedures.

6. VVIPS & 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.

DUTY MANAGER

1. Present all the time in his desk.

2. This manager is more concerned with the rapport with the guest than any

actual paper work as the Front office manager

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3. At night Duty Manager looks over the functioning of the department.

SPECIFIC RESPONSIBILITIES

4. Meeting all the guests on arrival and departure.

5. Ensure that room blocking are done on time and information disbursed to

relevant departments

6. Implementation on the VIP check in procedure STARGATE.

7. Proactive to arrangement for large block/VIP movements in terms of

transportation, baggage movement, staff.

8. Ensure smooth group checks in co ordination with the Group Coordinator.

9. Double checking car pickups for all VIP guests.

10. Redressed of guest complaints and logs down incidents requiring the

management attention and follow up with decision when necessary. The would

also include after midnight.

11. VIP escorting support.

CASHIER

There are 5 cashiers who report to the Duty Manager on shift. There are 3 Shifts
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 Morning: 07.00 - 16.00hrs

Afternoon: 15.00 - 00.00hrs

Night: 22.00 – 07.00hrs

In each shift 1 cashier is on duty.

1. At the beginning of each shift the float is counted and should match the

handover sheet amount. The exchange rate for the foreign currency is checked.

2. Any special handover, if any, is noted.

3. During the course of the shifts the check outs are taken.

4. The guest folios from various outlets are slotted into the correct slot in the

pigeon hole. At the end of the shift the float is counted, rebate reports, cash

report, paid out reports, foreign currency journal is printed.

5. The credit card transaction on E, D.C.are tallied with computer records

6. Handover is given to the next shift.

7. The float maintained at the Renaissance Mumbai Hotel & Conventional

Center .cashier

8. Any excess is given to the account department and if it is less then money is

taken from accounts.

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RECEPTION

The reception operates 24x7. All the shifts besides handling Check INS,

registrations & inquiries are required to do certain tasks as listed below:-

Morning Shift (07.00hrs-16.00hrs; 09.00hrs-1800hrs)

1. Check for the house position for the & expect house position.

2. Check for expected arrival (EAL), crew and group movement.

3. The EAL breakup is done on the basis of type of check-in & time wise

i.e. at theinterval of 2hours starting from 0700hrs.

4. Take handover. Check the complaint register, log bookand fax file.

5. Check the mail on hold file. Print a vacant room report & update it.

6. Room to be blocked as per prior request in liaison with Guest Relation

Executive& housekeeping.

7. Rooms for crew to be blocked and announced to housekeeping.

8. Maintain a copy of the functions of the day list. Housekeeping discrepancy to

be completed within 30minutes of its receipt.

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9. Check on any follow up with reservation. Print rate info report & verify

rates.

10. Registration card to be tallied with EAL &; any missing registration card to

be printed.

11. Complete handover book, log book & prepare the morning handover

checklist. Distribution of crew sheet if any to be done.

12. Registration card to be tallied with EAL & any missing registration

card to be printed.

13. Complete handover book, log book; prepare the morning handover checklist.

Distribution of crew sheet if any to be done

CHECK-IN PROCEDURE

1. Ask the guest for the last name or the confirmation number after greeting the

guest.

2. Confirm with him the number nights he has reservation for.

3. Ask for guest preference regarding smoking/ non-smoking room.

4. Check for room availability.

5. Take down the information required in the registration card e.g. Payment

details, passportdetails etc.

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6. Print the registration card.

7. Obtain signature on the registration card after confirming date of departure,

room

8. Confirm mode of payment and take an advance payment in case of cash

payment amp; pre-authorization in-case of credit cards.

9. Check-in the guest. Give the room keys & escort to the room. Wish him

pleasant stay.

CHECK-OUT PROCEDURES

1. Greet the guest and ask for the room number, verify his name.

2. Check for the mini bar consumption with the guest.

3. Page the mini bar department on the Triton Console about the guest departure.

4. Read the comments on the guest profile. Print the guest folio.

5. Present to the guest for verification and obtain his signature, on the folio.

6. Ask for mode of payment, in cash of direct payment.

7. If credit card, check if any pre-authorization has been taken on the card. If it

has been taken then go offline and charge the amount on the guest credit card. If

the pre-authorization is taken on the card on that card then swipe the card and
27
charge the guest. Obtain the guest signature on the credit card slip. Attach to the

folio.

8. During the entire procedure , converse the guest , ask for feedback and scope

of improvement

9. Paid outs In case a guest wants a cash of rs500 is given without any

commission and 5% commission is charged on sum of rs500 , the limit is only

rs2500 . The cash is only given against credit card

10. IOU This is for Interdepartmental cash transfers . Cash is given and an IOU

form is signed as a proof

11. Rebates In case of wrong positions or comparison rebates are offered but

have to be authorized by the duty manager

BELL DESK

01 Senior Captain

02 Bell Captain

02 Bell Boys

Shifts/Staffing

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There are 4 shifts:-

• Morning:- 0700-1600hrs

01 Bell Caption, 02 Bell Boys •

Afternoon- 1500-0000hrs

01 Bell Caption, 02 Bell Boys •

Night Shift:- 2200hrs 0700hrs

• General Shift: - 0900-1800hrs

01 Senior Caption

Check In / Guest Arrival

1. The guest is met at the porch& his luggage is kept at the bell desk

2. After the guest has checked in, the room number is taken from the Front Desk

& the luggage is delivered to the room. The Errand Card is filled; the pieces of

Luggage’s are noted on it.

3. If the guest is not accompanied by Guest Relation Executive then the Bell

Boy Offers to explain the hotel & room facilities to the guest.

4. In case of scanty baggage guests, the front desk is informed.

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Check Out / Guest Departure

1. The baggage is collected from the guest room and tagged.

2. After the guest has checked out, the bell boy accompanies the guest to the

porch, keeps the luggage in the car & wishes a fond farewell

Wake Up Calls

1. In case a guest does not respond to his/her wake up call given by the operator,

a Bell boygoes to the room with the room key & rings the bell.

2. If the guest does not respond the room is opened & the guest is woken up.

Discrepancy

1. If there is a discrepancy between Housekeeping status & Front Office

status, the bell boygoes to the room to check it. If no guest response, the room is

opened & physically checked to see if any guest luggage is kept.

Group / Crew Distribution

1. The Group & Crew rooming list is prepared by the Front Desk & is distributed

to various departments by the Bell Boys.

2. The different departments are: - Mini bar, Private Dinning, and Housekeeping.

This is done as & when prepared by the reception.

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WORK PERFORMED BY ME:

Welcome the guest in traditional way.

⮚ Take IRC’s of the guest

⮚ Serve welcome drink to the guest

⮚ Attach photo ID and and Preauth to the Reg card of the guest

⮚ Update the Reg card for the respective shift

⮚ Tally the rag cards¬ Attach folios to the Bill

⮚ Stand in the Lobby and solve the Guest Problems

⮚ Make Keys For the Guest If not working

⮚ Escorting guest till the room

⮚ Helping the bell boy at times of busy period

⮚ Making setup of the crew

MASSAGE CENTRE

To complement and enhance many of our available treatments, the spa offers a

rangeofactivities and classes to boost fitness. These activities will help you toget

the best fromyour body and make the most of your life cycle. Naturopathy/ life

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style consultation: Onconsultation, a packageis designed in accordancewith your

individual needs.

Yoga is an integrated way of bringing harmony to one’s body, mind and soul.

Differentbody types are comfortable with different asanas in yoga. With expert

advice, we helpfocus on those asanas, which are suitable to your body in

particular. Meditation: Stress, which is the most common problem encountered

in today’s worldleads to various problems. Meditation helps you to be aware of a

higher purpose in life,letting you achieve a greater level of satisfaction and peace

of mind. Pranayama: Yoga

scriptures have long discovered that the mind and balance the vital energy of the

body

We are glad to introduce the personal training programs which are available for

anyone

who needs extra guidance or motivation of having someone to exercise with.

Having a personal trainer can be the best way to motivate and assist the

individual in

achieving their fitness aspiration.

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Our A.C.E certified personal trainer will design a program specific to your

goals.

Health Club and Fitness centre

Timings: 7 am – 10pm

Steam and Massage Service

♣ Outdoor swimming Pool

♣ Timings: 7 am – 8 pm

♣ Doctor

♣ On calls 24hrs DM to be informed

Shopping Arcade

♣ Timings: 10:00a.m. - 10:00p.m

ROOM RESERVATION

1) Check in/Check Out time 12.00 Noon.

2) All Bookings are confirmed/Guaranteed only if you hold confirmation

voucher from Indiatravelite.com.

3) In the caseof "No Shows" the hotel /Indiatravelite.com reserves right to

charge Retention charges of 1 night to your credit card. Cancellation should be

33
notified 72 hours prior to arrival in case for Mumbai, Delhi, Kolkotta, Chennai,

Bangalore and all other places 7 days before check in.

4) Your Statement will show charge as "Top Communication".

FOOD AND BEVERAGE SERVICE

Hierarchy (FOOD & BEVERAGE DEPARTMENT)

Food & Beverage Manager

Restaurant / Banquet Manager

Asst Restaurant / Banquet Manager

Senior Caption

Caption

Senior Steward

Steward

Trainee

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DUTIES AND RESPONSIBILITIES RESTAURANT MANAGER:

1. Planning of budget, work flow of important activities to be undertaken to

achieve the budget.

2. Train the employee and devoice new up selling strategies.

3. Responsible for the overall performance of the staff, to maintain discipline and

controlabsentecism.

4. Prepare duty schedule and roasters

5. Attend guest complaints and requests.

6. Supervises the operations and renders support.

7. Approves re-ordering of inventory for efficient work flow.

8. Responsible for controlling pilferage in bar and keeps a check on inventory

CAPTION:

1. Responsible for the operations of particular shift and section.

2. Receives and seats guest takes orders, does suggestive and up selling.

3. Prepares drink orders.

4. Does guest billing and posting.

5. Attends to guest request and complaints.

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STEWARD

1. Works in co ordination with the captain.

2. Takes orders.

3. Picks up food & drink orders from respective kitchens.

4. Does clearance and wiping of washed articles.

5. Re set ups guest table.

6. Assists captain in his work.

TRAINEE

1. Mostly he does all the back area work.

2. Wiping off washed articles.

3. Picking up of orders.

4. Setting up of back area.

5. Assisting in operations etc.

CO-ORDINATING DEPARTMENTS

1. KITCHEN (Indian) – The Indian kitchen prepares most of the items in the

menu. These include all tandoori dishes, north & south Indian dishes. The south

Indian kitchen prepares all the dishes in the menu those are south Indian

including the appalams, crustace and the famous degree coffee.

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2. SERVICE BAR – All drink orders (liquors, soft drinks and wines) are made

at the service bar. The service bar also takes care of room service and lobby

lounge.

3. KITCHEN STEWARDING – Kitchen stewarding take care of washing the

cutlery and crockery. Also, weekly buffing of various EPNS items are taken care

by kitchen stewarding

4. HOUSEKEEPING – The Restaurant co-ordinates with the housekeeping

department for procurement of various linen & uniforms of the staff. The

department maintains an inventory of the linen given to the restaurant as to keep

control.

5. OTHER OUTLETS – There are times when a certain beverage is unavailable

at the outlet. At such times, an IDT made ands items are procured from other

outlets.

7. FOOD & BEVERAGE CONTROLS – The controls department takes care

that there is minimum pilferage of items (specially liquor)

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 WORK PERFORMED BY ME:

⮚ Daily cleaning of back area

¬ Picking up the dry store

¬ Picking up the Beverage store

¬ Clearing the Buzzing tray in Bombay Express

¬ Picking up the Cake from the bakery as per the kot number

¬ Folding the cake boxes of 1 kg , 12 kg and 3 kg ; as well as folding the

¬ pastry box Making the take away of the guest

¬ Taking order from the guest

¬ Placing order on the table

¬ Clearing the table and dusting it from time to time

¬ Picking order of the guest from the butchery of raw meat

¬ Picking up order from the LVC kitchen i.e, the main kitchen

¬ Staking up of all tea and coffee supplies

¬ At the end cleaning up the coffee machine

¬ Covering all the items with cloth before closing

¬ Closing up of the cash and if excess , submitting it in the finance.

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Restaurant – Coffee Shop

Chowk

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Restaurant – Indian Speciality

Varuna

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Bar

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Banquets

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43
DUTIES AND RESPONSIBILITIES

BANQUET MANAGER

1. Planning of budget, work flow of important activities to be undertaken to

achieve the budget.

2. Train the employee and devoice new up selling strategie

3. Responsible for the overall performance of the staff, to maintain discipline

and controlabsentecism.

4. Prepare duty schedule and roasters

5. Attend guest complaints and requests.

6. Supervises the operations and renders support.

7. Approves re-ordering of inventory for efficient work flow.

8. Responsible for controlling pilferage in bar and keeps a check on inventory.

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CAPTION:

1. Responsible for the operations of particular shift and section and finalizes

everything with the event coordinator.

2. Receives and seats guest makes sure that the function is running smoothly.

3. Prepares drink orders.

4. Takes care of the equipments required for the event.

5. Attends to guest request and complaints

STEWARD

1. Works in co ordination with the captain.

2. Takes care of guest request.

3. Picks up food for the buffet and replenish it from time to time.

4. Does clearance and wiping of washed articles.

5.Makes sure that the buffet arrangement is clean.

6. Assists captain in his work.

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 TRAINEE

1. Mostly he does all the back area work.

2. Wiping off washed articles.

3. Picking up of orders.

4. Setting up of back area.

5. Assisting in operations etc.

HOSTESS

1. The hostess is the “face” of the Restaurant. Their job includes escorting the

guest, taking reservations, folding napkins etc.

CO-ORDINATING DEPARTMENTS

1. KITCHEN – The Indian kitchen prepares most of the items in the menu.

These include all tandoori dishes, north & south Indian dishes. The south Indian

kitchen prepares all the dishes in the menu that are south Indian including the

appalams, crustace and the famous degree coffee.

46
2. SERVICE BAR – All drink orders (liquors, soft drinks and wines) are

made at the service bar. The service bar also takes care of room service and

lobby lounge.

3. KITCHEN STEWARDING – Kitchen stewarding take care of washing

the cutlery and crockery. Also, weekly buffing of various EPNS items ai taken

care by kitchen stewarding

4. HOUSEKEEPING – The Restaurant co-ordinates with the housekeeping

department for procurement of various linen & uniforms of the staff. The

department maintains an inventory of the linen given to the restaurant as to keep

control.

5. OTHER OUTLETS – There are times when a certain beverage is

unavailable at the outlet. At such times, an IDT made ands items are procured

from other outlets.

7. ENGINEERING – Any repair or maintenance work at the outlet is carried

out by Engineering Department. Maintenance of coffee/ tea machine, microwave

& other equipments.

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8. FOOD & BEVERAGE CONTROLS – The controls department takes

care that there is minimum pilferage of items (especially liquor).

9. FRONT OFFICE – To get information about occupancy, housecount. Info

about Group’s, VIP’s, Crew Movements. Info about reservation status i.e.

whether RRIB or not. To check for any billing instruction, discounts etc.

9. STORES, PURCHASE, RECEIVING – Requisition for general inventory or

bar stores is sent & same is procured as & when required.

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 HOUSEKEEPING

AN OVERVIEW

Housekeeping is the backbone of the hotel. The housekeeping department is

responsible for the upkeep and maintenance of the entire hotel. One of the first

impressions, guest forms when he walks into the hotel is a reflection on the

housekeeping department- how clean, a pick-n-span and well maintained are the

surroundings. No hotel can function without this department because it overseas

everything from the guest rooms, public areas, laundry, linen, horticulture &

flower arrangement to maintenance3 of housekeeping equipments, which is now

becoming increasingly high-tech. Considered a back of the house operation

earlier, the perception of housekeeping has undergone a sea change, Now, not

just managers but staff at all levels including the housekeepers are being

encouraged to interact with the guests. Since the feedback they receive is the first

hand, it simply helps the management to respond promptly to the guest

requirements. This also helps to update guest history more accurately.

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Increasingly more responsibilities are being delegated to the housekeepers who

are being groomed as Guest Service Agents.

Room inventory

Room Types Number of Rooms

NO. OF ROOMS : 130

1. Single : 10

2. Double : 20

3. Twin : 10

4. Deluxe : 40

5. Suite : 10

6. EXECUTIVE ROOMS- 40

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JOB DESCRIPTION

EXECUTIVE HOUSEKEEPER

• Takes briefing for the Housekeeping HOD’s.

• Makes sure that the housekeeping service standards are maintained.

• Attend the morning HOD meeting.

• Prepares Duty roasters for the Housekeeping HOD’s.

• Sanctions leaves and offs.

• Responsible for the overall performance of the staff, to maintain discipline

• Attend guest complaints and requests.

• Supervises the operations and renders support

• Approves re-ordering of inventory for efficient work flow.

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HOUSEKEEPING EXECUTIVES / SUPERVISORS

• Gets the work done from the room attendants.

• Check the total departure / vacant status of the rooms.

• After the room is done clear the room and make it available for sale.

• Make sure that the room is in the standard condition.

• Checks for any maintenance work to be done.

• Checks for the room / bathroom amenities.

• Arrange the linen and toiletries for the room attendants. ROOM

ATTENDANTS

• Place all amenities and linen in the Housekeeping Trolley

. • Check the no of departure/ crew / vacant rooms.

• Start with the departure rooms.

• Cleaning of the room thoroughly.

• Cleaning of the bathroom thoroughly.

• Placing the toiletries and room amenities properly.

• Checking if any maintenance works to be done.

HOUSEKEEPERS REPORT
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A Housekeeper has to prepare a report known as the occupanc report in, which

the current status of the room is given. All the occupied room, room, clear room,

and rooms etc is listed on this report. The report is prepared and sent to the

reception thrice a day. These reports are then tallied with those of thereception

and the discrepancy report is then prepared basically to know the latest position

of the rooms. The report must have the signatures of the supervisor who prepares

and sends the report down to the front office.

LINEN ROOM

It is one of the most important sections in Housekeeping. All the departments

depend on the linen room to get their linen and uniforms laundered. Linen room

supervisor heads the linen room. The soaked linen is collected & counted in front

of the House man for the right count. The badly and damaged stained linen is

kept aside. Warning is issued to the person responsible. The description of soiled
53
item, soiled count, clean linen received, balances and other remark is entered in

linen exchange slip. Clean linen is given in exchange against the number of

soiled linen

WORK PERFORMED BY ME

• Collecting the linen from the laundry.

• Setting up the Trolley.

• Distributing linen equally for each floor.

• Collecting the soiled linen from each floor through shooters.

• Taking the soiled linen back to the laundry.

CLEANING OF THE ROOM

• Leave the doorwide open until work in the room is completed

. • Turn on every light, if any bulb is burned our report immediately and switch

off the lights.

• Immediately report any damage to the room, furniture and equipment.

54
• Any article left by the guest in a departure room should be reported

immediately.

• Hang any article of clothing found on the bed, chauffeurs or furniture, neatly in

the closet.

• Printed material, magazines and other papers, which are not in the waste paper

basket, should be placed neatly on the dresser.

• Empty all the ash-trays in the waste paper basket spread a newspaper on the

carpet and empty your waste paper basket on it. Never put your hand inside the

basket.

• Gather all soiled linen and other waste from the bathroom strip the linen from

the bed, shake the linen out thoroughly over the bed to make sure that no

clothing or other articles are mixed with the linen

. • Show the bed linen, mattress are wet, stained or torn report it at once.

• Gather all soiled linen in bundle and take it to the hamper on your trolley. Be

carefully noted to overload the hamper. • Bring the clean linen and make the bed.

• Check and replace the guest supplies.

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• Clean the wardrobe shelves and rod. Keep 16 hangers in room. Keep three

laundry bags on the top shelf with laundry list. Dust the inside doors, wardrobe

floor and corners.

• Open the dresser drawers and clean them. Place the prescribed guest supplies

in the appropriate drawers, the item and amount is given on your checklist.

• After providing the night service, keep the bed spread on the top shelf of the

wardrobe the luggage rack in case shelf has no place.

CLEANING OF BATHROOM

• Remove all the guest and Hotel article from the marbles top of the wash basin

.i.e. gargle glasses, ashtrays etc.

• Remove soiled linen including bath mat and rug.§ Clean the light fixtures.

• Clean the mirror with the wet cloth and then give shine with dry cloth or old

newspaper.

• Clean the wash basin and marble top with VIA and sponge tines with tap water

and dry it with towel duster. Replenish guest supplies and it arranges neatly guest

and hotel articles removed in step no 1.

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• Clean water clots with Vim and brush from inside and outside. Sufficient

phenol may be used to the W.C. keep three hygienic bags at the neck of water

closet, close seat cover and put on satire band.

• Wipe and dry show curtain with towel duster and keep away when washing the

bathtub.

• Washing bathtub with Vim and brush, rinse with clean water and dry with

towel duster.

• Empty and clean the laundry basket.

• Spread shower curtains and place it in the bathtub.

• Clean the bathroom floor and dry with mop.

• Replace fresh bathroom linen.

WASH BASIN

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Toughly chain the inside and outside the basin. Stopper chain and water outlet

should be cleaned properly. All the chrome fixtures should be dried with a clean

cloth to remove water spot.

TUBE AND SHOWER

Test water closet, seat and seat cover must be cleaned inside and outside. Clean

the set hinges and flush valve, clean and wipe dry the sear and use the hygienic

band in departure rooms. Disinfectant W.C. with phenol. Never use water from

toilet for cleaning purpose. Dust inside the bathroom door. Wipe off the soiled

places. Equipment used on the floor should not bee use in the tub and wash

basin. Replace the rug and bathmat. Turn off the lights and close the door.

DUSTING

Dust the room completely starting with the entrance door frame work around the

room. Dust all doors, doors frames, pictures windowsills and frames. Dust

furniture makes sure nothing is left there. Dust bed board lampshades and based

and telephones

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 TURN DOWN THE BED :

Pull the night spread gently back, exposing the pillows. Fold the spread in a

three way fold.

1. Top toward the bottom of the bed, approximately ¾ of the way up.

2. Bottom towards the head of the bed, approximately ¾ of the up way.

1. Fold the left side to the center.

2. Fold one more time and you have a folded spread that will fit on the closet

chief, baggage bench or in the dresser drawer.

3. Pull back the second sheet, blanket and the third sheet in operations, in to

triangle.

a) Double bed rooms occupied by two persons, follow the same turn down

procedureon both sides of the bed. b) Twin bed rooms occupied by one person,

turn down bed nearest to bath room. Turn down the bed facing the night table.

c) Twin bed room occupied by two persons turn down each the bed facing the

night table.

d) Place the Good Night amenities on the pillows

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 . KITCHEN

INTRODUCTION

Hotels are justify proud of their reputation for fine cuisine and elegant dining.

Food production is an integral part service of hotel. When the guest arrives at the

hotel he not only expects good food of the highest possible standards Especially

in today’s times with growing competition it is very essential that the hotel tries

to provides as many food outlets to the guest serving various kinds of quality

cuisine.

Nowadays the restaurants not only provide services to the in-house guests but

also to the local guest the recognized patrons. Food productions the conversion

of food from the raw to the palatable state.

It is no longer a profession concealed in mystery like the secrets are available

easily today with its formula. There principles, procedures and techniques in

food production just as there are in other fields.

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Food productions respect connoisseurs of food who have been passing

techniques and styles of cooking from generation to generation. It is due to this

fact that food production has developed to the advanced form it portrays today.

Even for achieving the goal of profit, emphasis is not only on quality of food and

techniques of presentation but also on hygiene ‘nutrition, satisfaction and

economy to a customer, at there are six restaurants and room service available

for providing service to the guests. For the functioning of these outlets there a

series of kitchen provided. Although these entire kitchens were not covered

during our training period the following were provided to us for the same.

. JOB DESCRIPTION

● KITCHEN EXECUTIVE

Responsible to : Executive Chef

Responsible for: Kitchen section

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Duties & Responsibilities:

1) He is responsible for overall smooth and efficient functioning of the whole

section.

2) Ensures that prescribed recipes and standards are followed.

3) Responsible for quality control, improving standards and innovation.

4) Co- ordination with all the other departments and section of the kitchen.

5) Attend the morning meetings and perform administrative duties for the

section.

6) Prepare the duty roasters.

7) Authorizers all the formats.

8) He is also authorized for granting leave to personnel in his own section.

SOUF CHEF

Responsible to : Master Craftsman

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Responsible for : Chefs working under him

Duties & Responsibilities :

The sous chef is responsible for his particular department which may very e.g.

pastry, garde manger.

He issues a duty register for his department and hands over duty sand

responsibilities for the staff working under him.

The sous chef is answerable to the executive chef and hr has to keep the

functioning of his particular up to date.

He sanctions overtime and leave for the personnel in his department.

● CHEF DE PARTE:

Responsible to : Master Craftsman

Responsible for: Chef working under him

Duties & Responsibilities:

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1) Ensures that the food items are picked up timely and checks portion control.

2) Task over the duties of master craftsman in his absence.

3) Prepare the storeroom requisition.

4) Ensure the proper storage of raw materials.

5) Ensure correctmaintenance and usage of equipment.

6) Supervise the wastage controland mis-en-place.

● COMMIS:

Responsible to : Kitchen executive

Responsible for:Apprentices

Duties & Responsibilities :

1) Maintain overall cleanliness.

2) Prepares the food dishes.

3) Responsible for properusage of raw materials and equipments.

4) Ensures properstorages of raw materials.

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5) Ensures the storekick- up is proper. APPRENTICE COOKS Responsible to:

Master Craftsman Duties & Responsibilities: The apprentice cooks are on the

induction level as they have to develop their knowledge about the basics of

cookery. As apprentice cooks, their main objective is to help out, learn and be

observant at all times. Most of the times, they are handed over with task like

cleaning, cutting and doing mis-en-place.

THE KITCHEN SUBDIVISIONS

In the hotel, they use the decentralized system of kitchen

functioning though in some places centralized system is used. The main sections

of the food production department are:

1. MAIN KITCHEN:

This section of the kitchen is divided into 3 sub section as following:

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a. Soup section

b. Hot range (continental)

c. Indian Kitchen

This section mainly serves to outlets as room services, La Rochelle, Coffee shop,

Banquet.

2. GARDEMANAGER:

This section deals with the cold meat and food for the department. It serves to all

the outlets of the hotel such as butler pantry, Roomservice, Coffee shop, La

Rochelle, other section of the kitchen etc. It is a decentralized kitchen working

24 HRS.

3. BAKERY:

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This section of the kitchen working continuously and producing high quality

cakes, pastries, desserts, bread rolls etc. It is a decentralized kitchen working 24

HRS.

4. BUTCHERY:

Butchery in hotel terminology is also called “ Meat Fabrication ” as it is

involved in changing the form of meat, poultry, fish etc. from unclean and large

chunks to clean and appreciate sizes as required for various purposes.

5. COFFEE SHOP KITCHEN:

This kitchen serves all the continental dishes on the menu 24 hrs- a day.

5. SPECIALTY KITCHENS:
67
These are the kitchen solely working for the restaurant they are attached to. This

kitchen produceonly the type of cuisine offered by the restaurants. The kitchens

work on break shift basis except for north west frontier cuisine kitchen as it

involves a great deal of cooking over a lo0ng period of time.

INDIAN KITCHEN

This section is the main kitchen which is responsible for the preparation of all

Indian.

Tandoor section: This section is responsible for the preparation of the all

tandoor items. Its basic function of the morning includes supply of breads to La

Rochelle.

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Halwai section: This section is involved in the preparation of all Indian sweets

whether hot or cold. All the dishes are prepared by the halawai for ‘a al carte

menu’ as well as banquet parties and kept in the cold storage under lock and key.

BAKERY The bakery consists of a twin room enclosure called the

confectionery and the bakery (the place where all the baking is done) with its

own walk-in and deep freeze. It is the place where the preparation of the cakes,

Breads, Pastries, and Tarts etc takes place. It provides a large variety of desserts

and beverages for the benefit of the guest. It is a guest’s delight to be in the outlet

which brigs into combination one of the best products with the hospitality of the

staff at the work. The bakery provides service to coffee shop, Room Service, La

Rochelle, Butler pantry, Banquet, Pantry shop & all specialty kitchens.

ORGANISATIONAL STRUCTURE

Sous Chef
69
 Kitchen Executive

Chef De Partie

Commis 1

Commis 2

Commis 3

Apprentices / Trainees

CONTINENTAL KITCHEN

As the name clearly indicates, it is responsible for the preparation of all

continental dishes and their service to outlet such as La Rochelle, room service,

and the banquets. This section is divided into 2 parts.

1. Soup Section.

2. Hot Range.
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1. Soup Section: This is the section preparing all types of soups for all banquet

functions and restaurants. The section has one chef working, who prepares all the

soups. Every day about 7-8 soups are prepared including the party soups and the

quality produced is 150 cups of each soup daily. This section also prepares

stocks ofdifferent type for use in soup section as well in any other part of kitchen

as required. The section gets the raw materials in daily requisition basis to stores

and butchery. The soup prepared everyday includes. Mulligatawny soup Cream

of Tomato Soup Tomato ShorbaSoup Cream of Leafy Spinach soup Cream of

Mushroom soup Seasonal soups

2. Hot Range: This section of the main kitchen is responsible for preparation of

food for the restaurant buffets in the morning and a la carte menu to the

restaurants in the evening. It is further divided into the following. Vegetable

section, Grill section, Range section, Saucier section, Pantry section

The shift does the following duties

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1. The function prospectus is once again cross examined though done before

also.

2. The kitchen is set up.

3. Mis-en place for food stuff is done.

4. Buffet food is prepared and sent that it is picked up timely.

5. Stores are bought (includes grocery, perishable, butchery)

6. Soups are prepared and given to outlets & rest are stored.

7. The shift also does indenting for raw materials for next day.

EVENING SHIFT:

1. Stores are brought (if ant balance is there)

2. The kitchen is once again set up.

3. Order of food is prepared.

4. Mis-en place for their own shift is done.

5. Soups and other items for the banquets and prepare.

6. Live pasta is provided for in case demanded for the party.

7. Mis-en place or the closing, duties and cleanup is carried out

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. EQUIPMENT IN CONTINENTAL KITCHEN

Name Function

Roasting pans For bulk Sauteing, Frying etc

High pressure burners For cooking food

3 Tier Oven For roasting meat products

Salamander For Gravitations

Hot plate For slow cooking

Grill For grilling food

GARDEMANAGER

The Garde Manager or the cold kitchen is the place where all carvings and

displays are carried out. Here the staff is skilful and the work done is very

different from the other kitchens. Various salad displays, fryer displays, meat

platter displays in a decorative and fancy manner are done to improve the image

and the standard of the hotel. Fancy carving and decorative displays are always

liked by the guests. The total strength of the kitchen comprises of 7 people. The
73
Garde Manager is small kitchen with one walk-in cooler and our traulsen. It is

located right beside the pastry kitchen and is not far from the main kitchen. Here

the items and displays would be made according to the pastry sheet. It mainly

caters to parties and buffets.

Duties and Responsibilities:

Pick up the stores,

Open and set the kitchen for function.

Cross checkthe function prospects.

Prepare the salads for buffets in coffee shop and La Rochelle.

Prepare cold meat platter, canapé platters for outlets.

Prepare dressing and garnishes for salad buffets.

Peeling of sweet lime and talking out the juice for La Rochelle lunch.

Preparing for next days breakfast fruit platters.

Other related functions:

1. It prepares classical

canapés for banquet functions.

2. It also carried out Ice carving and pumpkin carving etc.

74
 Equipments Used In Gardemanager :

Slicer For slicing of meats, vegetable, fruits of equal size.

Juicer For taking out juices

Traulsen Products For storage of frequency used perishables

Walk In Used for storage of items

Gravity Feed For slicing Breads , eggs etc.

DISPLAYS MATERIALS:

Garde manager is an innovative image creator for the hotel and thus there are

various material used for displays of products. Some of them are as follows:

1. Marble tops

2. Mirrors with wooden beadings of very thin thickness.

3. Silver platters covered with jelly or has no direct contact with fruits,

vegetables, etc.

4. Glass / ceramic bowls.

75
STANDARD PRACTICE:

Slice the garde Manager section deals with highly perishable products, there are

some points to be kept in mind while working, in this section, these are is

follows: The products used should be fresh as possible. Salads should be

prepared close to pick up time to ensure freshness. The dressings and garnishes

should be prepared freshly and accordingly. It is advised to use gloves during

handling of raw fruits and vegetables, as they are highly susceptible to bacteria

and other germs

ITEMS PREPARED:

Russian Salad: Peas, Potatoes, Pineapple, Carrot (sliced). Mix with mayonnaise

and seasonings.

Chicken Salad Hawaiian: Chicken, Pineapple, Capsicum, Potatoes. Mix all this

in mayonnaise and seasonings.

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Chicken Chaat: Diced chicken tomatoes, coriander leaves, green chilies, meat

masala, tamarind chutney, jeera powder, black salt, dhania. Mix well.

Chicken salad / Barbeque sauce: Shredded chicken, julienne of capsicum,

potatoes and pineapple. Add in barbecue sauce and seasonings.

For barbecue sauce: tomato paste, water, sugar, vinegar, Wostershire sauce,

mustard, salt, spices, modified food, starch, benzoate of sodaand a preservative.

(However barbecue sauce is used ready-made).

Chicken Salad Veronique: Same as chicken salad Hawaiian but garnished with

white grapes.

Chicken Roulette: Fillet of breast with gelatin sprinkled. Stuffing is of your

choice i.e. chicken mousse, cheese, mushrooms etc. Then finally it is poached.

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Chicken / Ham Mousse: Shredded chicken / ham is minced in the buffalo

chopper. Then the platter is added and the mixture is made into a paste. Cream

may be added if decided.

Sprouted Beans chaat: Sprouted beans, capsicum, tomatoes, tomato sauce,

tamarind, chutney, coriander, chaat masala, dhania etc.

Artichokesalad: Small or tiny dices of tomatoes, capsicum, artichoke, onions,

seasonings. A lemon dressings is added.

Soaked Chicken Salad: Shredded chicken, tomatoes and capsicum julienne. Add

lime juice and seasonings.

Cocktail Sauce: Mayonnaise, tomato ketchup, Worstershire sauce, tabasco sauce,

lime juice, brandy and seasonings. Honey Lime Dressings: Add honey and lime

juice, this can be used as dressings for salads (Ratio of honey and lime is 3:1).

French dressing: Vinegar, oil, mustard, salt and pepper.

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Sprouted Moong Salad: Sprouted moong, French dressings, lemon dressings,

barbecue sauce, tomato and capsicum dices and seasonings. Egg salad: Julienne

of tomatoes, cucumber, capsicum, eggs, coriander, salt, pepperand mayonnaise.

Boy Salad: Diced eggs, lettuce, chopped chilly, chopped onions, salt, pepper,

mayonnaise. Waldorf salad: Diced pineapple, diced apples, mayonnaise,

seasonings. This is garnished with finely chopped walnuts.

Tossed Salad: Diced tomato, cucumber, radish, seasonings. This is toast in

French dressings.

. DRESSINGS:

1. Italian: Rosemary, Thyme, Tarragon, Oregano, Salt, Pepper, Mustard,

2. Vinegar, Salad Oil. 2. Walnut Dressings: Chopped Walnuts in French

dressings.

3. Cream Dressings: Grated cheese and cream.

4. Chantilly Dressings: Mayonnaise Sauce, lime juice and seasonings.

79
5. Thousand Island: Tartar Sauce, tomato, ketchup, Worcestershire sauce,

paprika.

6. Cream Mayonnaise: Mayonnaise, vinegar and garlic paste.

7. Peach Dressings: Mayonnaise, water, vinegar, and finely chopped peach.

8. Curd Dressings: Curds, onions, chilies and seasonings.

9. Paprika Dressings: Paprika powderand vinaigrette.

10. Thyme Dressings: Thyme and vinaigrette.

11. Green Goddess Dressings: Make tarter sauce, Add parsley juice and chopped

Parsley. This has a greenish color.

12. Avocado Salad: Avocado, lime juice, cocktail sauce, seasonings, garnished

with Pimento and black olives.

13. Chicken Salad Florida:

14. Cottage Cheese Salad: Strips of cottage cheese garnished with cocktail sauce.

BUTCHERY

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Butchery section is the section where all the meat, poultry and fish items are

received. Due to increasing demand for non-vegetarian items, the hotel have

built a separate unit in the premises itself, called butchery. From butchery, the

meat products are supplied to all the satellite kitchens as well as the main

kitchen. Nearly 80% of the meat items are cleaned and packed and stored here

for the future use by different outlets. Remaining 20% stored in the way it comes

from the suppliers, needing to clean etc.

They are then cleaned of their refills and other parts which can cause spoilage

then stored, freshly packed in a bag. Butchery is also called as meat fabrication

area of the hotel. The butchery is headed is headed by a chef the parties. The area

of this unit is sufficient enough and clean.

All the work here is carried out by team headed by a senior chef, senior cooks,

Cooks, Butcheries and apprentices. Last in the order come the trainees. Butchery

has two walk INS and deeps, for fish and sea products and for meat products.

Temp of walk-in 8-10°C. Temp of deep in around-14°C

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 All the different cuts are coded and packed in plastic packets, which are then

stored in plastic baskets and kept in the deep or wale-ins. However, there is

standard pattern followed before packing and storing. All items are first packed

in plastic bags and then put in vacuum machine.

After the item is vacuumed, the packets are transferred into baskets and kept

inside. All kitchens except main kitchen send their requirements one day in

advance. So, at the end of the day, chef goes through the form of a computerized

indent sheet and places items of various outlets in different baskets and put a tag

on them. Main kitchen orders through order tickets as their requirement may

change at any time due to unpredictability of parties in the banquet halls. All

costs are adjusted in the computer at a later stage. All the items are dated and

FIFO system is followed. The inner deep is actually meant for extra stockor for

the items which are not used at a regular basis.

Stocktaking is carried out on every Wednesday and on Monday night, fumigation

process is carried out. Therefore, on Tuesday morning, all the walk-ins and deep

are cleared thoroughly.

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INTER DEPARTMENTAL RELATIONSHIP

The ‘Kitchen’ has a direct relationship with the following departments:

F & B Outlets

It has been already discussed how the kitchen is related to the F & B outlets. (

The outlets swell what the kitchen provides ) the intimate relationship makes the

earning & maximization objective of the F & B department, a realty.

Kitchen Stewarding

Stewarding serves the kitchen in the following ways: Cleaning of kitchen areas

thus ensuring properhygienic standards, Cleaning kitchen utensils. Reporting

possible faults in kitchen area & machinery to the engineering and maintenance

department.

House-keeping department:
83
For uniform. Other Operations: Kitchen staff and kitchen stewarding department

jointly run the staff cafeteria

TRAINING ASPECTS

Aim and Objective of Training :- Doing Hotel Management ony By∙

Theoretical Knowledge means of bookis not perfect solution for the achievement

in the hotel industry . It requires Properand practical knowledge about each and

everything in an hotel industry . I kept my goal to learn most out of this practical

induction training programme. By working in each and every department of the

hotel and grt to know the secret behind its succesfull working in this competitive

world

Identify Strenghts and weaknesses :- During this training period , I∙ got to

know completely about me that where I am lacking around . Wih this I corrected

my mistakes also with the help of seniors who taught me and corrected my

mistakes , showed me the correctway to work and some hospitality standards.

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Discipline .- In order to survive in the hotel industry as a trainee , also as a∙

employee firstly we have to maintain displine and a good relation with our

seniors and heads . Maintaining attitude plays a important role , in case of guest

as well as of seniors ; but it should be of correctmanner. No matter where to

succed Discipline matters a lot.

Speed :-- I got to know the importance of speed in hotel industry,∙ when we

work 247 no matter what the time is we have to serve the guest at most speed

with accuracy

Flexibility :- A trainee needs to be flexible , hotel has its core∙ department

which are further divided into sub departments . As a trainee we get to work in

each and every department . We always need to change ourselves according to

the department

. Initiative :- Bein a trainee I got to know about each and every department∙

in and out . At many times during the absence of the seniors and heads , I had to
85
take my own decisions and take initiative and tackle the guest with the rules as

per taught by them.

Motivation :- Being self motivated when the guest appreciates for the∙ service

provided by us. Also my colleagues and seniors motivate me when I do Which is

impoosible for me.

Inspiration :- I used to get inspired by the colleagues and seniors working∙ in

the department . They teach us each and everything tat what is righ and wrong ? .

Handling guest complaints being the departmental head andresponsible for it.

DIFFERENT DEPARTMENTS OF TRAINING

Housekeeping

¬ Guest Floors

⎫ Guest Rooms

⎫ Public Areas

⎫ Lost and Found

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 Food and Beverage Service

¬ Mumbai Express (Serving Guest And Clearance)

⎫ Back Area

Food Production

¬ Gardemanager

⎫ Continental Kitchen

⎫ Alacarte

⎫ Indian

⎫ Guest Buffet

Front Office

¬ Front Desk
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Back Office

¬ Reservations

⎫ Rooms Control

Laundry

¬ Using Pressing (CALENDAR) Machine

⎫ Puffing Machine⎫

Human Resources

¬ Record rooms

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DETAILED TRAINING EXPERIENCE

Housekeeping :- One of the most core department of the hotel without which the

hotel cannot run smoothly . The initial days were really hardworking . But I like

to clean the dirt and the stains and mostly the bathroom and I don’t think it tough

. This was the vast department spread all over the world . Later on I got myself

involed into the work and the interaction with the guest appreciating my work

performed . it is true that ‘Cleanliness is next to Godliness’. I also worked for

few days in Lost and Found.

Food and Beverage Services :- Fromthe very startof my training inh B and f

DepartmentI was Given to work in frontarea and servethe guest, where I was

appreciated for the work done. I also learnes sometechniques to serve, Where I

got self Motivated . Working in Food and Beverage was all about Style and

Attitude and a bit of fast work to satisy the guest needs as early as possible.

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Food Production :- Kitchen was a place with huge responsibilities , where we

have to play with fire with right time and right things . It itself is the secret of

success behind the hotel . the secret Ingredients are never spread out . It is really

hard working and requires a lot of efforts to be perfect . its all about correct

methods and correct ingredients of cooking. Hence this was the department

where II enjoyed a lot and gor to learn about new things everyday .

Front office :- It’s the first impression of the hotel . Front office deals in with

guest for Reservation and registration of rooms or to know about the hotel in

case of any city guest who is not staying with us and solving their queries . they

are the real revenue market for the hotel . there are thye real salesman who

actually attract the guest with their power of communication . Being in front of

the guest knowing about their needs and fullfilling them was of caring and joy.

Handling the system of the hotel i.e , OPERA was of a real learninjg experience

to me.

Laundry :- This is the department which does not comes in contact of the guest .

But is always responsible for the cleaning and pressing of the guest clothes and
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also of the staff employees. They also Clean the Bedsheets and Dusters, which is

essential for the cleanliness and maintainence of the rooms .

Human Resource:- When I entered in this department it was running busy as

there was AAW (Associates Appreciation Week). I learned ther to scan

documents and learn about the maintaining Of files of each and every employee.

This Department is The heart of the hotel.

. LEARNING OUTCOME

Housekeeping –ϖ

Learned to make guest rooms of a particular guest floor .

⎫ Learn to set floors pantry and maids cady.

⎫ Learned the used of chemicals on different surfaces.

⎫ Learned to vaccum guest rooms and corridors .

⎫ Learned how to clean wasroom as per guest standards .

⎫ Learning various types of folds for different towels .

⎫ Learned how to do super cleaning of guest rooms .

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⎫ Learned how to make bed as per the hotel standards

⎫ Learned how to check minibar.

⎫ Learned to take room discrepancy report .

⎫ Learned to handle guest complaints.

⎫ Learned to do follofs in guest rooms.

⎫ Learned the procedure of Lost and Found.

Front Office

–ϖ firstly learned how to greet the guest.

⎫ learned how to communicate with him.

⎫ Learned guest rooming and escorting them.

⎫ learned how to take Reservations.

⎫ Learned how to do message slipins beneath the guset rooms door ..

⎫ Learned to take guest calls and aslo to respond them

⎫ Learned to give wake up calls.

⎫ Handling of OPERA system.

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⎫ Updating the Reg Cards.

⎫ AT the end of the shift Tallying them according to the

⎫ 2014 report. Scanning photo Id’s of the guest .

⎫ Taking Pre auth of the guest..

Food and Beverage Service

⮚ Learned how to do table set ups

⮚ Learned how to do napkin folds

⮚ Learned how to do clearance

⮚ Learned how to do services of different types of tea and coffee

⮚ Learned how to do sideboard setup

⮚ Learned how to pick up food with KOT number

⮚ Learned how to make different types of tea and coffee on the

⮚ machine Store pickup

⮚ Learned how to place order on to the guest table

⮚ Learned how to close the cash

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⮚ Learned the closing of the restaurant

⮚ Learned to make takeaways

⮚ Learned to work as a teamplayer

⮚ Food Productionϖ Learned tagging in Walk in

⮚ Store pick up

⮚ Learned to do different juices as per KOT

⮚ Learned to make different types of starters

⮚ Learned how to cut fish and chicken

⮚ Learned how to refill buffet and maintain back up

⮚ Learned how to make French fries , Potato wedges and

⮚ different nuggets Leaned to set up breakfast buffett

⮚ Learned to set up the pasta counter

⮚ Learned to handle live sandwhich counter

⮚ Learned to handle live omlate caunte

⮚ Learned to handle live pasta counter

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 SUMMARY

It all started with the Interviews . This was a very tough period for , as I was

going to undergo Interviews for the first time in my life . As I thought I had to

undrgo 6 Hotels with Interview Where I got selected in the last hotel Which was

Very close enough to my house .

Hence I was a bit depressed for not getting selected in 5 hotels just for the

training ; but also a bit happy to be getting selected in Renaissance hotel Powai

which was close to my house and I thought that some things happens for the

good reason. My training schedule was from 20th December to 19th June ,

Overall 6 months .

The initial training period was tough and difficult to get addict to the work

scenario . After some days I got addicted to work . I experienced many new

things in life . The training period was a turning point in my life Where I got to

learn manny new things in life .

I got to learn each and everything of all the departments , types of services

which are availed in hotel and a lot many things . Working with new people was

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not so difficult as I got got friendly with them a learned a lot many new things .

During these 5 months I completely changed myself to be a hotelier and also

gained a lot of confiedence .

I got to know the meaning of hard work . My whole training period was

wonderful learning experience. I got to deal with skilled and experienced staff

members who were very supportive both in getting the work done and providing

information.

Working with experienced staff has helped me a lot in learning how to get the

maximum work done in short period of time. Working with them even made me

value manpower and time.My whole training period has made me more

confident about my communication skills as I was in constant contact with the

guest, seniors and other staff members.

This training has made see the Hotel Industry in its true light. It has made me

realize that Hotel Industry is much more than just fun & pleasure; it’s a lot of

hard work.

Once again I would like to thank all the people who gave me an opportunity to

feel the Hotel Industry so closely and even those who helped me through my

whole training period.

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