Report Binding – Black Rexine with golden embossing (Cover Matter)

Paper Material – Bond paper

SAI SHRADDHA FOUNDATION

(Affiliated to University of Mumbai)

SAEESH COLLEGE OF COMPUTER SCIENCE AND TECHNOLOGY

Ambepur, Bandhan, Poynad, Tal. Alibag, Dist. Raigad

INDUSTRIAL TRAINING: FOURPOINTS HOTEL BY SHERATONS, NAVI MUMBAI, VASHI

TRAINING PERIOD: (15, NOV 2021 – 14, MAY 2022) 6 MONTHS

SECOND YEAR –B.SC HOSPITALITY STUDIES

MUMBAI UNIVERSITY

SUBMITTED BY: SURYAPRAKASH MARIAPPAN

ACADEMIC YEAR (2021 – 2022)

UNDER THE SUPERVISION OF: Anagha Nair

Acknowledgment

Apart from my efforts, the success of any project depends largely on the encouragement and
guidelines of many others. I take this opportunity to express my gratitude to the people who have
been instrumental in the successful completion of this project. I would like to show my greatest
appreciation to Ms. Anagha Nair and the entire faculty of the department of Hotel management at
SAEESH COLLEGE OF COMPUTER SCIENCE AND TECHNOLOGY, POYNAD, from where we have
learnt the basics and whose informal discussions and able guidance became light for us in the entire
duration of this work. I can‘t say thank you enough for their tremendous support and help. I feel
motivated and encouraged every time I work on this project. Without their encouragement and
Guidance this project would not have materialized. The guidance and support received from the
members who contributed and who are contributing to this project are vital for the success of the
project. I am grateful for their constant support and efforts.

Name of the Student:

SURYAPRAKASH MARIAPPAN.
Declaration

I hereby declare that the project work entitled “HOTEL MANAGEMENT” is an authentic record of my
own work carried out at FOURPOINTS HOTEL BY SHERATONS under the guidance of the entire
faculty of the department of the college at SAEESH COLLEGE OF COMPUTER SCIENCE AND
TECHNOLOGY POYNAD, and /Ms. Anagha Nair who has contributed and supported me for the
project, as this project work is submitted in the fulfillment of the requirements for the award of the
degree of B. Sc. (Hospitality Studies)

(Signature of student)
SURYAPRAKASH MARIAPPAN
Date: ___________________

Certified that the above statement made by the student is correct to the best of our knowledge and
belief.

Mr./ Ms- (H.O.D,) Name and Signature :

Student profile

Name of the Student- Suryaprakash Mariappan

Fathers Name – Mariappan Supiya
Course – ICE College of hotel management
Batch (year – yoyo) – 2022-2023
Hotel Name - FOURPOINTS HOTEL BY SHERATONS
Hotel Contact No- 2261587777
Hotel Email ID- marriottbonvoy@email-marriott.com
Name of the Training Manager- Anagha Nair
Training Manager Contact No- 9892696260
Training Manager Email ID
Date of Submission

Hotel certificate
Index

Sr.no Index Page No.

1. Hotel profile
2. Content of the hotel
3. Name and designation
4. Hierarchy /organization chart
5. Housekeeping Department
6. Front Office Department
7. Food production Department
8. Conclusion
9. References
Hierarchy of Hotel:

Mr. Stephen D’Souza

(General Manager)
 Director of Rooms: - Ms. Priti Jha

Director of Sales: - Ms. Sushma Rawat

Loss and Prevention Manager: - Mr. Naved Shaikh

Human Resource Manager: - Mr. Sabir Shaikh

Front Office Manager: - Mr. Abrar Shawl

Housekeeping Manager: - Mr. Joel Tribhuvan

Executive Chef: - Mr. Merajuddin Ansari

Food and Beverage Manager: - Mr. Giles Pereira

Hotel Overview:

Lobby Level:Wrapped(Café Shop)

First Floor:Kamal Saloon and Board Room
Second Floor:Asian Kitchen Restaurant Capacity (94 Pax)
Tipplers Bar Capacity (40 Pax)
Banquets Capacity (500-1000 Pax)
Third Floor:Artisto Spa
Fitness Centre
Swimming Pool
Sky Grill Capacity (70-80 Pax)
Floor wise Room Count:

10th Floor 18 Rooms

11th Floor 18 Rooms

12th Floor 18 Rooms

14th Floor 18 Rooms

15th Floor 18 Rooms

16th Floor 12 Rooms

17th Floor 13 Rooms

18th Floor 13 Rooms

19th Floor 13 Rooms

20th Floor 13 Rooms

A.Hotel profile

Introduction

This is the first “four Point

by Sheraton” property in
Indian.
Brought to you by “chalet
hotel” which is wholly
owned company under K
Raheja crop banner and
under franchisee
agreement with Marriot
international

1991 started as a real

estate firm.
1995 “Four Point by
Sheraton” launched as a
brand extension by the
Sheraton hotel and resorts.

1998 renamed as a
Starwood hotel and resort
worldwide lnc.
1998 acquired the hotel
and resorts, thus shorts, thus Sheraton and Four Point
By Sheraton became Starwood brand.
5”June 2009 Four Point by Sheraton-Vashi was fully operational.

BRAND POSITIONING

Four points by Sheraton helps uncomplicated your day

We delight the self-sufficient traveler with a new kind of comfort, approachable style,
and spirited “can-do service”-all at the value you deserve.

Start your day felling energized and fresh up relaxed and free to enjoy little
indulgences that make your time away from home special.

Core value
Honest-As a self-sufficient traveler, you know value when you see it.

Uncomplicated-at the four Points by Sheratons, you leave the hassles of travel
outside our front door.

Comfort- at Four Points by Sheratons, you find your own comfort t zone.

Vision
To continuously promote the tradition of delivering world class experience the Four
Points way.

Mission
Four Points vashi will strive for service excellence, product enhancement and be a
class apart from the competition in its segment. Our core value-Honest,
uncomplicated and comfort will guide us through exceeding gust expectations,
achieving our profit margins and extending our success to our associates.

Marriott + Starwood Highlight

5700 Properties**
30 Leading Brands**
 More Than 110 Countries**
Over 1.1 Million rooms**

Marriott core value

Put people first

Marriot take care of associate and let them take care of the customers. We want to
give associates opportuniti8es to grow and succeed.

Pursue excellence
This is a dedication to the customer that shows in everything we do. We take pride in
the details – every day, in every destination worldwide.

Embrace change
We are drive to continually challenge the status quo and anticipate our customer’s
changing needs with new brands, new global location and new gust.

Act with integrity

We hold ourselves to uncompromising ethical and legal standers. This extends to our
day –to-day business conduct, our employee policies, our supply chain policies, our
environmental programs and practice, and our commitment human rights and social
responsibility.

Verve our world

Our “spirit to serve” make the company the stronger. Marriott international focuses
on five global social issues: poverty alleviation, the environment, community
workforce development, the wellbeing of children, and global diversity and inclusion.
B.Content of the hotel

1. Welcome on Board
2. Hotel Information
3. Employment Details
4. Employee benefits
5. Rules & regulations
6. Code of conduct
7. Staff events
Departments
House-keeping-

Organization chart
Housekeeping layout
An Image of Housekeeping Cleaning the Guest Corridor

List of Supplies for Guest Bathroom

They are also considered as guest essentials. The guests are expected to use these supplies or take them
away on departure. Depending upon the type of room, the list of supplies for guest bathroom are −
 Bathroom Attachments − Bath area with shower and handheld shower attachments, a bath tub with
hot-cold water mixer and handheld shower attachment, soap dispenser, toilet paper attachment,
towel holder, and a basin with hot-cold water mixer attachment.

 Towels − The couple of pairs of a large and a small towels each for the guests to be used according
to their requirement.

 Dustbin − A small dustbin with lid, which can be often, opened by the foot and lined with a plastic
bag from inside.

 Non-slip Foot-mat − It is often, kept near the bathtub.

 Slippers − Flat non-slip slippers for the guest.

 Mirror − A large mirror is often, fit on the wall above the basin.

 Hair Dryer − A wall mounted fixed hair dryer for the guest is kept in the bathrooms.
  Vanity Tray − It contains small bottles of shower gel, shampoo, and conditioner. Some hotels also
provide moisturizer, shower cap, hand and foot cream, ear buds, and a small manicure kit. It may
also contain a couple of empty glasses, disposable toothbrushes, and a small bottle of mouthwash.

Different Sections in the Housekeeping

Desk control room: This room acts as a nerve system centre for coordination and
communication with the front office and other departments. The desk control room should
have a large notice board to pin up staff schedules and day to day instructions. The desk control
room is the point where all staff report for duty and check out at the duty end.

Uniform room: This room stocks the uniform in urgent use. It is possible that smaller hotel may
choose to combine the uniform room with the linen room. A separate uniform room really
depends upon the volume of uniforms in circulation. The only difference will be that the
uniform room would have adequate hanging facilities as many uniforms are best maintained
when hung. are done in contract basis.

Lost and found section: This section should be small and airy with cupboards to store guest
articles lost and maybe claimed later.

Flower room: This should be an air-conditioned room to keep flowers fresh. The room should
have a work table, a sink with a water supply and all necessary tools required for flower
arrangement.
Laundry: This is an important section under housekeeping which is responsible for the cleaning
of all fabrics used in the hotel. The section should be adjacent to the linen room so as to avoid
excessive steps. Laundry should ensure the cleanness and drying of all guest clothes, employee
uniforms and linen to the best-assured standard.

Details of the department

Housekeeping means performing all the duties towards cleaning, maintaining orderliness, and
running a house or a business property. In case of hotels, the housekeeping duties
involve maintaining the hotel to the best possible state in terms of cleanliness, and keeping it at
a highly desirable ambience.

Hotel Housekeeping - Staff Duties

There is a huge workload on the hotel housekeeping staff. The housekeeping work is carried out at various
levels such as managerial level, supervisory level, and operational level. Let us see more about the staff and
qualities they should possess.

Structure of Housekeeping Staff

The general structure of housekeeping staff is as shown below −
Let us see the work and responsibilities at each level.

Executive Housekeeper / Manager of Housekeeping

The Executive Manager is the chief of housekeeping department. The Deputy Housekeeper and Assistant
Manager of Housekeeping report to him. Their responsibilities include −
 Ensuring overall cleanliness and aesthetics of the hotel.
 Ensuring overall sanitation, comfort, and ambience of the hotel.
 Training the new joiners and motivate the existing employees.
 Modelling and establishing Standard Operating Procedures (SOPs) for cleaning and decorating.
 Monitoring regular inventory of guest supplies and linen.
 Monitoring housekeeping equipment and hotel property.
 Evaluating employee performance, and handling their training, promotions, and transfers.
 Organize flower arrangements for events.
 Presenting the estimate of the required budget to the General Manager of the hotel.

Supervisors of Housekeeping
The supervisors report to the Assistant Housekeeper. Their positions and their respective responsibilities
include –

Floor Supervisor
 Issuing keys to the room attendants.
 Coordinating floor operations and tray clearance with room attendants.
 Inspecting rooms for readiness and reporting to the front office for the same.
 Catering for VIP facilities and providing special supplies such as hot drinking water, baby-sitting
provision.

Public Area Supervisor

 Ensuring that cleanliness is maintained at all times in public areas such as lobby, lifts, parking,
swimming pool, coffee shop, conference hall, banquet hall, and restaurant.
 Ensuring banquet and conference halls are well kept and ready.
 Ensuring the concerned operating staff is available as per the schedule.

Night Supervisor
 Ensuring provision of guest supplies such as water, extra bed, fans, or towels.
 Ensuring the operating staff working at night is following all cleaning SOPs.
 Supervising hotel area at night and ensuring cleanliness in all areas of hotel.

Uniform Room Supervisor

 Providing clean, ironed, and fresh uniforms to the hotel staff.
 Suggesting procurement of any uniforms required.
 Checking repaired linen from tailor room.
 Keeping track of number and condition of uniforms.

Linen Room Supervisor

 Inspecting linen and sending it to the laundry.
 Checking linen from laundry and sending it for ironing.
 Maintaining linen influx and out flux register.
 Checking repaired linen from tailor room.
 Suggesting linen replacements if required.

Operating Staff / Attendants

The positions and responsibilities of the Operating Staff/Attendants are explained below.

Uniform Room Attendant

 Collecting uniforms of staff at the end of every shift and maintaining them to be used for the next
time.
  Maintaining the shelves of uniforms and linens clearly.
 Giving and taking back the uniforms from the staff.

Linen Room Attendant

 Segregating the dirty linen according to its type and sending it to the laundry.
 Keeping the track of linen count before and after laundry.
 Stacking towels, bed sheets, pillowcases, table napkins separately into different sections of shelves.

Guest Room Attendant

 Reporting to the floor supervisor.
 Cleaning the guest rooms, guest bathrooms, and the corridors.
 Changing the linen of the guest room and guest bathrooms.
 Topping up the guest supplies.
 Making guest-room beds.
 Replenishing the hotel cleaner’s trolley with supplies and linens for the next shift staff.

Storekeeper
 Reporting to the floor supervisor.
 Keeping the count of cleaning equipment and items such as cleaners and detergents.
 Generating requisition to purchase the required material.

Public Area Attendants

 Reporting to public area supervisor.
 Keeping the parking, lobbies, guest rooms, lifts, and corridors in best maintained status.
 Keeping these areas smelling fresh and clean.

Night Shift Attendants

 Reporting any hotel safety issues to the night supervisor.
 Performing housekeeping duties during night.

Qualities of Housekeeping Staff

There are certain professional qualities the housekeeping staff is required to possess –

Personal Hygiene and Appearance

The housekeeping staff on duty must −

 Be well-groomed with high degree of personal hygiene.

 Have trimmed nails and hair, and clean uniform.
 Have a clean and pleasant appearance.
Communications skills
The housekeeping staff must −

 Conduct themselves with a cooperative attitude.

 Speak in a friendly but sincere tone.
 Speak clearly in audible voice of moderate pitch.
 Maintain polite eye contact while interacting with the hotel guests.
Interpersonal skills
For serving the guest and working for cleanliness, the housekeeping staff must

 Possess right attitude.

 Have good listening skills to avoid any miscommunication.
 Be a good team player.

Personal skills and Traits

The housekeeping staff must −

 Be able to retain and pursue the demand of the guest until it is fulfilled.
 Be sincere and physically fit.
 Respect each hotel guest they are dealing with. They must conduct themselves confidently and
courteously.
 Have high integrity.

Types of Hotel Rooms:

The condition of guest rooms maintained by housekeeping is the most vital factor as far as the customer
satisfaction in the hotel business is concerned.
 Single Room − A room with the facility of single bed. It is meant for single occupancy. It has an
attached bathroom, a small dressing table, a small bedside table, and a small writing table.
Sometimes it has a single chair too.
 Double Room − A room with the facility of double bed. There are two variants in this type depending
upon the size of the bed
o King Double Room (with king size double bed)
o Queen Double Room (with queen size double bed)
It is equipped with adequate furniture such as dressing table and a writing table, a TV, and a small
fridge.
 Deluxe Room − they are available in Single Deluxe and Double Deluxe variants. Deluxe room is well
furnished. Some amenities are attached bathroom, a dressing table, a bedside table, a small writing
table, a TV, and a small fridge. The floor is covered with carpet and most suitable for small families.
 Double-Double (Twin Double) Room − this room provides two double beds with separate
headboards. It is ideal for a family with two children below 12 years.
 Twin Room − this room provides two single beds with separate headboards. It is meant for two
independent people. It also has a single bedside table shared between the two beds.

 Hollywood Twin Room − this room provides two single beds with a common headboard. If a need
arises, the two beds can be brought together to form a double bed.
 Duplex Room − this type is composed of two rooms located on two different floors, connected with
internal stairs.
 Cabana − this type of room faces water body, beach, or a swimming pool. It generally has a large
balcony.
 Studio − they are twin adjacent rooms: A living room with sofa, coffee table and chairs, and a
bedroom. It is also equipped with fan/air conditioner, a small kitchen corner, and a dining area. The
furniture is often compact.
 Lanai − This room faces a landscape, a waterfall, or a garden.

 Suite −It is composed of one or more bedrooms, a living room, and a dining area. It is excellent for
the guests who prefer more space, wish to entertain their guests without interruption and giving up
privacy.There are various types of suites −
o Regular Suite − Best for business travelers.
o Penthouse Suite − Luxurious than the regular suite. It is provided with the access to terrace
space above the suite. It is aloof from crowd and provides abird’s eye view of the city. It has
all the amenities and structure similar to a regular suite.
o Presidential Suite − the best possible suite in the hotel.
  Sico − This is a kind of multipurpose room, which can be used as a meeting room during the day and
as a bedroom during the night. These rooms have special beds called Murphy Bed that can be folded
entirely against a wall. This bed may or may not have headboard. The lower face of the bed which
becomes visible after folding or placing upright, has a decorative wall paper, mirror, or a painting.
After folding the bed, the room can accommodate sitting for five to ten people.

VIP Amenities in Hotel

VIP amenities are always something like the cherry on the cake. The VIPs are treated with extra attention,
pamper, and care. Hotels provide the following amenities to the VIPs depending upon their policies −
 Executive Front Desk or Executive Housekeeper escorting the guest up to the room.
 A welcome document kit containing note from a General Manager (GM) of the hotel, spa card, and a
hotel map.
 Complete housekeeping service with daily linen change.
 A snack kit often containing packed snacks, assorted nuts, fruits, cheese, or cookies, and beverages.
 A vanity kit containing cotton balls, makeup removers, lip balm, and au-de-cologne.
 A bathroom kit with soap dispenser, upgraded robe, tissue box, face mist, after-shower gel, cotton
slippers, toilet mat, and a terry mat.
 In special cases, a romance kit containing a bottle of wine or Champaign, paired with chocolate
dipped strawberries or bite size chocolates.
 Small bag packs for the kids below 12 years.
 A number of servings of award winning dessert.

Classification of Cleaning Equipment

There are broadly categorized as follows −

Manual Cleaning Equipment

As the name suggests, they are used manually to keep the surfaces clean. Some commonly used manual
equipment are −
 Abrasives − they are the sharpening stones or grit papers used to polish metal or wooden surfaces.
There are various abrasives depending upon the size of grit and adhesion of grit particles on the
paper.
 Brushes − they are handheld flat brushes with bristles to dust the plain surfaces as well as the
corners. They come with non-slip handles and stiff scratch-free bristles. They help removing
stubborn dust.
 Chambermaid’s Trolley/Housekeeping Trolley − this trolley is large enough to keep all the guest
room and guest bathroom supplies in an organized manner. It makes the housekeeping staff to
move it around and carry large number of items in one go while keeping and cleaning the guest
rooms.
 Dustbins − they are used to collect daily garbage produced in the hotel.
 Dusting Cloths − they are soft cloths used for wiping the surface dust.
 Dustpans − they are used to collect dust and garbage from the floor and putting it into the dustbin.
 Janitor’s trolley − It is a trolley that stores cleaning supplies such as detergents, spray bottles,
dustbin, mop, and dusting cloths, all in a compact manner. It can be moved around easily. It fulfills
the challenge of modern day housekeeping in hotels.
 Mops − There are various types of mops such as string mops, flat mops, dust mops, and synthetic
mops. Mops are generally made of flat cotton strings or heavy-duty sponges fixed on the metal
frames. The cotton mops have high absorbing ability but need more care unlike the synthetic mops
that offer almost zero absorbing ability and very less maintenance.
 Mop Wringer trolley − A mop bucket cart (or mop trolley) is a wheeled bucket that allows its user to
wring out a wet mop without getting the hands dirty. The mops are squeezed between two surfaces
to remove dirty water from it.
 Scarifying machine − It is used for keeping gardens, golf courts, and lawn in the hotel premises. It
cuts through the turf, and removes moss and dead grass. It helps grow spongy lawn. Scarifies have
fixed knife blades attached to the rotary cylinder. They cut through the grass by which the offshoots
are separated into lots of individual plants. This helps to thicken up the turf and improve its health.
 Spray Bottles − they are used to spray water or chemical solutions on the surface that needs
cleaning. They are also used to spray water on the delicate flowers or leaves of flower arrangement.
Electric Cleaning Equipment
As the name depicts, these equipment require electrical power to operate. They are operated either on AC
power or on the battery. Some important electric equipment are −
 Box Sweeper − It is electric sweeper that consists of a friction brush. The brush often is fit to revolve
vertically or horizontally, when the equipment moves on the surface. It can clean floors as well as
carpets. The wider the better is the box sweeper brush.
 Vacuum Cleaner − It is again a majorly used equipment in hotel housekeeping. It comes with a
suction motor fit in a case, a hose, and various attachment for delicate as well as tough cleaning
requirements.
 Polishing Machine − they are used to add a shine to the floors of most frequented areas of the
hotel.
 Scrubber − It is a floor care accessory that comes with handheld electrically operated scrubber. It is
used where only mopping doesn’t suffice. It can scrub stubborn and sticky stains on the floors of
cafeterias, restaurants, lobbies, and fitness areas where people can take food and beverages.
 Vapor Cleaning Machine − they are used where the chemical odors are not desired. They are
equipped for continuous operation. They heat up quickly and work with low amount of moisture.
They kill the beg bugs and their eggs, the yielding a completely clean environment.
Laundry Cycle
The laundry goes through the following stages −

Setting Chambermaid’s Trolley

The chambermaid’s trolley can be viewed as a large tool box on wheels to aid the hotel housekeeping staff.
It has a number of compartments and shelves of various sizes. This trolley is filled with the supplies from
the housekeeping supplies store at the end of each shift so that the next shift staff can access it
immediately.
The staff considers the following points while loading chambermaid’s trolley.
  Loading the trolley with adequate supplies depending upon the number and types of the rooms on
the floor.
 Avoiding to overload the trolley that may lead to any accidents.
 Avoiding to underload the trolley that may lead to make unnecessary trips to supplies store.

SOP for Setting the Chambermaid’s Trolley

The SOP is given as follows −
 Empty the trolley.
 Check rapidly for any broken parts.
 Clean it by dusting and wiping any stains.
 Place the items according to their weight: heaviest items at the bottom and lighter items at the top
section of the trolley.
 Place the linen for different purpose separately.
 Close the lids of cleaner bottles and liquid cans tightly.
 Record the numbers and types of the items loaded in the trolley for the rooms.
 Collect the room keys.
 Take the trolley to the assigned duty floor.
 Park it outside the room such that the linen side faces outside and the room entrance is blocked.

SOP for Entering the Guest Room

The housekeeping staff should follow the SOP given below for entering the guest room.
 Leave the DND (Do not Disturb) rooms undisturbed.
 Knock the door with knuckles and announce in pleasant voice, “Housekeeping…”.
 Wait for five seconds to hear the guest’s response.
 In case of no response, announce the same again.
 In there is no answer second time too, open the door with the key.
 Enter the room.
 If the guest is found sleeping, withdraw from the room quietly.
 In case the guest answers, ask politely when would he like to service the room.
 In case the guest wants it later, acknowledge his reply and withdraw from the room.
  If the housekeeping work is in progress and the guest returns from outside, greet him and ask if the
guest would like to return in some time.

SOPs for Cleaning the Guest Room

The SOP for cleaning the guest room is given below. Once the staff enters the room and starts the
housekeeping work, he must −
 Not use guest room linen as a door stopper or for cleaning and dusting the room.
 Keep the guest room door open while working.
 Open the curtains and patio door.
 Assemble the furniture and place appropriately.
 Keep the vacuum cleaner and other cleaning apparatus in the room.
 Check the type of bed.
 Take the bed linen of appropriate size and place it on the nearest chair.
 Remove previous bedspread and place on the chair.
 Inspect the bed and pillows for their condition as well as for any lost-and-found.
 In case of checkout room, deposit the left guest items to the floor supervisor. If the room is still
occupied by the guest, place the item such that it is safe as well as visible to the guest.
 Put soiled sheets and pillow covers in the soiled linen cart of the trolley.
 Empty ashtrays and rubbish from the guest room and bathroom dustbins into the trash cart of the
trolley.
 Pick up used glasses, mugs, ashtray, trays, and place them on bathroom platform.
 Spray the bathtub, basin, glasses, mugs, and trays with cleaning liquid. Let them soak the chemicals
from the liquid.
 Make the bed.
 Start dusting from an extreme inside corner of the room and work outwards.
 Clean wipe TV.
 Straighten the guest items.
 Sweep the room and patio floor.
 Mop the room and patio floor.
 Clean the glasses, mugs, and tray.
 Sanitize glasses, mugs, telephone device, and TV remote.
 Inspect the condition of bathroom slippers and bathrobe. Replace if soiled.
 Close the patio door.
 Close all the curtains.
 Clean the entrance door.
 Close and lock the room door.
 Report any damage spotted to the supervisor.

SOPs for Cleaning the Guest Bath Room

The SOP for cleaning the guest bathroom is given below.

 Open bathroom ventilation.

 Sweep the bathroom floor.
 Scrub and finish the platform, bathtub, and basin.
 Scrub and finish the toilet bowl, rim, ring, and hinge.
  Wipe the mirror.
 Clean bathroom walls using wet mop or sponge.
 Replace amenities such as toilet roll, toilet block, shampoo, conditioners, and moisturizers.
 Replace bathroom mat.
 Wipe down shower curtain working from top to bottom with a dry cloth.
 Replace bath towels and hand towels.
 Replace the dustbin liner.
 Close the bathroom ventilation.
 Clean the bathroom door.
 Keep the bathroom door open after cleaning.
 Check bathroom doormat. Replace if required.
 Report any damage spotted to the supervisor.

SOPs for Cleaning Balcony / Patio

The balcony or the patio are the extensions of the guest room. The SOPs for cleaning them are given below.

 Enter the balcony.

 Spray walls, railings
 Scrub and clean the bird droppings
 Wipe down rocking or sitting chairs and table
 Clean the door tracks appeared on the floor.
 Sweep the floor.
 Mop the floor.

SOPs for Do-Not-Disturb (DND) Rooms

Every room has to be entered at least once a day by any housekeeping staff. The guests who do not want to
get disturbed by any housekeeping service tag their rooms with a Do-Not-Disturb (DND) sign.
The SOP for these rooms is as given below.
 Do not disturb by placing a call until 2:00 o’clock in the noon.
 After 2:00 p.m., the Supervisor calls the room to know the guest’s needs.
 The housekeeping staff contacts the supervisor to make sure whether to service the room.
 If the call was not answered by the guest after two calling attempts, the room is serviced.
 To his best judgement, the housekeeping staff enters the room and continues with the usual
housekeeping work.

Public Area Cleaning SOP

There are various public areas frequented by the hotel guests. The areas and their respective SOPs for
housekeeping are as given –
SOPs for Cleaning the Lifts
 Carry out the lift cleaning task early morning when the least number of guests are expected to use it.
 Call the elevator on the ground floor.
 Open its door.
 Put appropriate signboard near it.
 Clean the lift using the appropriate cleaning liquid according to the wall material of the lift cabin.
 Wipe the lift doors.
 Work from top to bottom while cleaning a lift cabin.
 Keep the lift door open till the floor and walls are dried completely.
 Spray clean air freshener.

SOPs for Cleaning the Front Office and Lobby
The lobby is active 24 hours. The furniture, carpets, flooring, and ceiling; everything needs to be kept
extremely clean at any given time. The SOPs are as follows −
 Clear all ashtrays into the trash ensuring no cigarettes are burning.
 Clean and restore them to proper places.
 Clear the dustbins near front office desk.
 Replace their lining and keep them as they were.
 Dust and wipe the telephone device, fax machine, Computers, and kiosks. Sanitize the telephone
device, computer key board, and touchpad of the kiosk.
 Remove spider webs from ceiling.
 Remove the dust deposited on walls, windows, furniture, and floor.
 Remove stains on the carpet and furniture.
 Clean all artifacts using damp and soft cloth carefully.
 Sweep and mop the flooring of lobby and front office desk area.
 Dust and polish any vases, paintings, and art pieces.
 Spray the air clean spray with signature aroma.
 Play a very light and soothing instrumental music.

SOPs for Cleaning Parking Area

The parking area takes the load of pollution created by hotel owned vehicles and guests’ private vehicles. It
is heavily polluted with dirt and dust. The parking area needs cleanliness with respect to the following
terms −

 Control the ventilation.

 Control pollutant discharges occurring from broken drainage or water systems of the hotel.
 Remove fine-grained sediment particles on parking floor.
 Clean the area near lift.
 Hard-sweep the parking floor using street sweeping equipment.
 Collect and dispose the debris appropriately.
 Bringing presence of any unusual debris to the notice of public area supervisor.
SOPs for Keeping the Garden
The gardener or the team of gardeners work to keep the garden looking beautiful. They must −
 Water the plants regularly according to the season and requirement of the plants; generally early
morning.
 Remove the weed and fall leaves daily.
 Implement the art of Arbosculpture to enhance the beauty of the trees and bushes.
 Keep the gardening tools clean and safe.
 Report any damage or requirement of tools or plants to the public area supervisor.
 Keep the lawn grass in healthy condition by periodic cutting with the help of scarifying machine.
 Keep any artificial waterfalls or artificial water body clean.
 Fertilizing and manuring the plants as per the schedule.
 Recycle the food wastage in the hotel to prepare organic fertilizer.

SOPs for Cleaning the Dining Area
The dining areas need daily cleaning before their working hours start as well as when the restaurant staff
requests cleaning. The SOP is given below.

 Collect all the cleaning equipment and dining area keys.

 Switch on all the electric lamps.
 Open all the drapes and blinds for letting in the natural light.
 Observer the entire area to plan the work.
 Align all the chairs away from the table to make room for cleaning.
 Clean the carpet area, using vacuum cleaner.
 Remove any food stains from the carpet using appropriate cleaner.
 If there is no carpet on the floor, sweep and mop it.
 Dust all the furniture in the dining area.
 Polish the furniture if required.
 Using a feather duster, dust all the pictures, paintings, artworks, and corners.
 Clean and disinfect the telephone devices.
 Polish metal, glass, and wood items if required.
 Clean the mirrors and windows by wiping them with wet sponge.
 If requirement of maintenance is spotted, consult engineering department.
 If any guest items are found then deposit it with housekeeping control desk.
 Collect all dirty table linens and replace with the fresh ones.
 Return the keys to the security department.
 Record in the housekeeping register.

SOPs for Cleaning the Swimming Pool

The swimming pool cleaning activity can be conducted in-house by training and employing housekeeping
staff; as there could be separate swimming pools such as indoor and outdoor as well as for adults and for
children. The following steps are taken to clean and maintain the swimming pool −
  Check water quality more than once a week.
 Check any broken tiles/pipes inside the swimming pool.
 Clean the water as soon as possible when required.
 Check the pool water for contamination daily. Remove leaves using leaf catchers.
 Check for slippery floor area and the pool bottom. Apply and maintain the anti-slip mats near the pool. Scrub
and clean the bottom of the pool.
 Keep the life-saving and floating apparatus ready all time.
 Keep poolside area and basking chairs clean.
 Keep an appropriate and noticeable signage showing the depth of the swimming pool.
 Check and keep changing rooms up to good quality.
 Keep the changing room door open when it is not occupied.
 Employee lifeguards to provide general safety check for swimming pool once a day during the operating
hours.
 Add adequate amount of chlorine in the pool water.


SOPs for Spring Cleaning

Since Spring-cleaning is a time taking process, it is conducted during low occupancy period. The standard
procedures are −
 Request a spring-cleaning date the front office desk. (The housekeeping department needs to honor
whatever date they give, as it is the matter of revenue generation.)
 Tag the room as "Not for Sale".
 Remove the guest amenities, curtains, and art pieces from the room.
 Send the curtains to the laundry for dry cleaning.
 Empty the mini bar and send the beverage items to Food and Beverage store.
 Roll the curtains and cover them with dustsheet.
 Inspect the furniture and send to the furniture yard for repair or upholstery.
 Inspect the locks, knobs, latches, leaking pipes, and bathroom.
 Hand over the room to maintenance department for any painting, sealing, and repairing work
required.
 Once the maintenance work is complete, remove any residual smell of paint and varnish by airing
the room.
 Polish and clean the permanent fixtures.
 Open, lay, and shampoo the carpet.
 Check the bathroom sealing and clean the bathroom.
 Make the bed using fresh bed linen.
 Restore the art pieces, furniture, and guest supplies.
  Call room service for restoring mini bar, glasses, and trays.
 Show the room to the floor supervisor.
 Release it to the front office desk for selling.

SOPs for Closing Down the Shifts

The floor supervisor closes the shift formally by ensuring the following points from the attendants −
 Empty garbage bags of the chambermaid’s trolley into the garbage receptacle.
 Ensure they the soiled linen collected into chambermaid’s trolley bags are sent to laundry.
 Remove the chambermaid’s trolley and check it for ant damage and dirt accumulation.
 Empty the vacuum cleaner bags and replace them with new ones.
 Tidy the housekeeping department area by stacking the items at their appropriate places.
 Clean the toilet brushes with hot water for ten minutes every week.
 Rinse mops in light detergents and hang for drying.
 Close the doors and handover the keys to the housekeeping control desk.
 Sign off the shift.

Food & beverage

INTRODUCTION TO FOOD AND BEVERAGE SERVICE
The industry of food service engages itself in the provision of food and
beverages, mainly to the people who are away from their homes for different reasons. Such
people need accommodation with food and beverages if they are away for more than a day and
only food and beverages if they are away for a short duration of time.

The basic needs of customers for food and beverages are met by the food service industry,
which has been associated with lodging ever since people started traveling.

People who move out of their houses for various reasons, such as job, education, business,
leisure, medical treatment, sports, religion,
and so on, depend completely on the foodservice industry for their meals.

The barter system of the transaction was slowly introduced and this system motivated people
to travel for trade, mainly of livestock, which later expanded to food grains, clothing, tools, and
other goods. Traders used to share accommodation with the owner of the house and were
given meals and drinks.

Mighty regional kings entertained common people and merchants with feasts consisting of a
variety of rich dishes, traditional dances, Bravery arts, etc during festivals.

The people of India, in general, did not prefer dining out till the early 1960s. Perhaps this could
be one of the reasons for dabbawalas, who are food vendors engaged in distributing meals in
“Dabbas” (boxes) to clients at their workplaces, doing so well in Mumbai.

The development of catering in India is mainly attributed to the British, who introduced hotels
and restaurants similar to the ones in Europe.

There are many types of food and beverage operations. They may vary in size, style, location,
and the market they are catering to. From a wayside tea stall to an exclusive fine dining
restaurant of a deluxe hotel, and from mid-day meal services for school children to meals for
Industrial workers, all come under the fold of the Food and Beverage sector.

It is necessary to classify all the food and beverage sectors for a better understanding of their
operations.
Department layout:
Restaurant layout
Banquet layout

Details of Food and Beverage

WHAT IS FOOD AND BEVERAGE SERVICE
The food and beverage service is a process of preparing, presenting, and serving food and
beverages to the customers. Food can include a wide range of styles and cuisine types. These
can be classified by country. Beverages include all alcoholic and non-alcoholic drinks. Alcoholic
beverages include wines and all other types of alcoholic drinks such
as Cocktails, Beer, Ciders, Spirits, and Liqueurs.

In the foodservice industry, there are a number of different industrial sectors and these are
categorized according to the type of customer demand being met.

This identification of sectors also provides a framework for those studying the food and
beverage service industry to which further studies and experience may be related.

The food and beverage industry in hotels traces its roots to the traditional community feasts
and the movement of people on pilgrimage thousands of years ago. Most people were on the
move primarily for preaching religion and hunting.

DIFFERENT TYPES OF FOOD AND BEVERAGE SERVICES

Food and beverage services can be classified into the following groups:

 Waiter Service
 Self-Service
 Assisted Service
A) WAITER SERVICE

In this type of F&B service method, food and beverages are served to guests by waiters at the
guest’s place. It may be at a table in a restaurant, in a hotel room, on a flight, in a hospital, and
so on.

Waiter service is further classified into the following service types:

1. ENGLISH SERVICE

It is also known as the Silver service. In the English service method, dishes are presented and
transferred to the guest’s plate using a service spoon and fork from the left-hand side of the
guest while beverages are served from the right-hand side.

It is regarded as a formal service. The waiter brings plates and dishes to the sideboard, and
places the plate before each guest from his/her right-hand side, moving clockwise.

He/she presents the main dish to the host and serves each guest, starting from the one seated
to the right of the host. The server moves counterclockwise while serving food. This kind of
service is implemented in upscale restaurants.

Points to remember while English service:

 Serve food from dish/platter onto guest’s plate using a service spoon and fork from the
left-hand side.
 Conduct clearance from the right-hand side.

Advantages of English service

 Personalized service.
 Customer satisfaction.
  Waiters have the scope to exhibit their service skills.
 No plate wastage.

Limitations of English service

 Calls for a high level of service skills, hence more labor cost.
 More staff is required.
 Low sent turnover.
 Slow service.

2. AMERICAN SERVICE

In this service style, pre-plated foods are placed to customers from the right-hand side. Now it
is widely used for banqueting. This service style is also known as Plated service.

Advantages of American service

 Service skill is not required.

 Low labor cost.
 Needs fewer waiters.
 Quick service.
 High seat turnover as service is fast.
 The kitchen staff has scope for demonstrating their plating skills.

Disadvantages of American service

  No personalized service.
 Chances of plate wastage.
 Food may become cold.
 More of kitchen time and labor.

3. FRENCH SERVICE

French service, which is also called family service. In French, this service is found in family
pensions and banquets, where the dish is presented to each guest from the left-hand side to
help himself/herself.

For a small party of two to three guests, dishes ordered by them are placed on the table with
service implements and plates for the guests to help themselves.

This method is widely practiced in ethnic restaurants, especially in Chinese and Indian
restaurants. Indian bread and accompanying dishes are kept on the table for guests to help
themselves. If assistance is required, the waiter may help the guests in passing and serving the
dish.

Advantages of French service

 Service skills are not required.

 Low labor cost.
 Quick service.
 No plate wastage.
Disadvantages of French service

 Service staff will not be able to demonstrate their service skills.

 Food may go cold.
 Guests may spill or burn themselves.
 Needs more area of the table.
 Guests may feel neglected.

4. RUSSIAN SERVICE

This is a very elaborate service. In this Russian style of service, large joints, roast poultry, whole
fish, and so on, that have elaborate garnish, are neatly arranged on a platter, presented to the
host, taken back to the sideboard, carved, portioned, and so on, that have elaborate garnish,
are neatly arranged on a platter.

After serving, dishes are kept on a hot plate on the side plate to keep them warm. Each course
is served from the side plate. This service is not practiced much at this time.
5. GUERIDON SERVICE

Gueridon service is one of the methods of serving food. It is also known as the Trolley

service or Cart service. It refers to a mobile service table or trolley, from which a dish may be
dressed, prepared, carved, and flamed in the presence of guests near their table.

This type of foodservice operation is implemented in fine dining restaurants where the à la cart
menu is offered and the average spending power (ASAP) is higher.

Approches to Gueridon Service

For guéridon service, food orders are very similar, and all the dishes must be presented to the
customer’s table before the actual service of the food and especially before any portioning.

Procedure for Gueridon Service

1. Guéridon service is essentially a chef and commis service. There must therefore be complete
liaison and teamwork between them and the other members of the team.

2. Always push the guéridon, never pull it. This helps to control and steer the guéridon in the
right direction and avoid accidents.
3. The trolley is kept in one position for the service of a complete course and not moved from
customer to customer.

4. The commis must always keep the guéridon clear of dirties.

Advantages of Gueridon service

 Highly personalized service.

 Good merchandising device.
 Wait staff can exhibit their culinary, carving, and service skills.
 High average spending power (high revenue/cover).

Disadvantages of Gueridon service

 Slow service.
 Low seat turnover.
 The chances of accidents are more.
 More investment in in-service equipment.
 Cooking in the service area may leave an odor.

6. TRAY SERVICE

In this form of f&b service in the hotel, dishes ordered by guests are neatly portioned and
arranged on a tray with necessary culinary and taken to their rooms/beds/seats by waiters.
Special trays are available to retain the temperature of dishes.
This style is practiced in-room service, hospitals, flights, and institutional catering. Customer’s
orders are taken by room service order takers, and dishes are arranged on a tray and served
quickly in their rooms. Orders can be collected either from the kitchen or floor pantry.

Advantages of Tray service

 Service skills are not required, hence low labor cost.

Disadvantages of Tray service

 The tray area may not be adequate to accommodate more dishes unless the number of
dishes and portion size is predetermined, as in the case of flight catering.
 Waiters will not be able to exhibit their service skills.
 No personalized service.
 Food may go cold unless insulted trays are used.

Advantages of Counter service

 Quick service.
 Service skills are not required.
 Less staff required.
 Low labor cost.
 High seat turnover.

Disadvantages of Counter service

 No personalized service.
 No scope for talented wait staff to show their skill.
B) SELF SERVICE

The main form of Self-service is found in Cafeterias. In this form of service, customers collect a
tray from the beginning of the service counter, move along the counter to select their meal,
pay, and then collect the required cutlery for their meal, together with ancillary items.

Menus should be prominently displayed at the entrance to the cafeteria or food service area so
that customers may decide as far as possible what meal they purchase before arriving at the
service points. This saves time and ensures that the customer turnover is as quick as possible.

The menu offered may show a wide range of dishes from simply hot and cold snacks and
beverages to full meals.

Cafeterias often have a straight line counter where customers queue in line formation past a
service counter and choose their menu requirements in stages before loading them onto a tray
and then proceeding to a payment point at the end of the counter. Where customer turnover is
particularly high within a very narrow period of time, and when space is limited, then variations
on the cafeteria straight line counter type service may operate.

For example-
  Free Flow: Selection as in the straight line counter type service, but the customer may
move at will to random service points. These customers will then exit the service area via
a payment point.
 Echelon: Series of service counters at angles to the customer flow within a free flow
area, thus saving space and time. The advantage of this system is that selecting a full
meal does not hold up customers who require just a sandwich and hot drink.
 Supermarket/Shopping Mall: Island service points within a free flow area.

C) ASSISTED SERVICE
The main form of assisted service is found in carvery-type operations. The customer is served
part of the meal at a table and is required to obtain part through self-service from some form
of display or buffet.

Customers are able to obtain part through self-service from some form of display or buffet.
Customers are able to help themselves from carved joints and other dishes, usually with the
assistance of a carver or server at the buffet. This form of service is also used for breakfast
service.

Assisted service is further classified into the following types:

1. SINGLE POINT SERVICE

The main forms of single-point service are found in the following-

 Takeaways: The customer orders and is served from a single point at a counter, hatch, or
snack stand, the customers consume off the premises although some takeaway
establishments provide dining areas.
 Vending: Provision of food and beverage service by means of automatic retailing.
 Bars: Order, service and payment point, and consumption area in licensed premises.

2. CAFETERIA SERVICE / COUNTER SERVICE

Within the seating area, an allowance of about 0.5 to 1 m per person is sufficient to take
account of table space, gangways, and access to counters.

A tray stand is placed at the beginning of the service counter or at the entrance to the service
area so that each customer can collect a tray before proceeding along the counter.

The length of the counter will generally be determined by the size of the menu offered, but
should not be too long as this will restrict the speed of service.
Payment points are sited at the end of the counter or at the service area exit so that customers
may pay for their meal before they pass to the seating area.

Cutlery stands should be placed after the cashier, together with any ancillary items that may be
required, such as napkins and accompaniments. This helps to ensure that the throughput of
customers along the service counter remains continuous.

Another advantage of placing the cutlery stands and ancillary items here is that the customer
can return to collect these items, should they initially forget to do so, without interrupting the
main queue of customers.

3. ROOM SERVICE
Room service types vary from basic tea and coffee making facilities in the room and possibly a
minibar, to vending machines on floors or the service of a variety of meals in rooms. The extent
of service in hotel guest rooms will depend on the nature of the establishment.

4. LOUNGE SERVICE
Lounge service may include service of continental breakfast, morning coffee, luncheon snacks,
afternoon tea, dinner or late evening snacks, as well as alcoholic beverages.

The Lounge is very often the front window of the establishment, so the standards of service
should be high. In a first-class establishment, lounge service staff may operate from their own
service pantry. Lounge staff may have access to a dedicated storage area that holds a basic
stock of items they may need in case of emergency.

FOOD AND BEVERAGE SERVICE AREAS

These are the different areas of f&b services:

1. PRIMARY CATERING SECTORS

The establishments under this category are primarily concerned only with the provision of food
and beverages to customers. Examples are Food service outlets in accommodation
sectors, various types of restaurants, and takeaways.
2. SECONDARY CATERING SECTORS
The establishments in which the provision of food and beverages is not the main activity but a
secondary or support activity are called secondary catering sectors.

Examples are Institutional catering, Transport catering, Catering services in theatres,

Amusement parks, Departmental stores, and industrial catering. The primary activity of these
units is not the provision of food and beverages to the clients but the activity for which it is set
up.

Some trains have a pantry car while others do not. Short-duration flights may not provide in-
flight catering services. The food service industry can also be divided into the following two
groups according to the profit motive.

3. COMMERCIAL SECTORS
Commercial sectors operate mainly to make a profit or to earn an adequate return on
investment through their products and services.

Food and beverage facilities of hotels, motels, clubs, stand-alone restaurants, popular
restaurants, takeaway outlets, coffee shops, fast food outlets, transport catering, contract
catering of industries, and so on, are examples of commercial catering.

It can be further classified into residential, for example, hotels, motels, resorts, inns, clubs, and
so on, and nonresidential.

For example, Restaurants, Fast food outlets, Pubs, Bars, and so on.

Hotels provide F&B services to customers in the following areas other than accommodation:

 Restaurants (from silver service restaurants to self-service restaurants, 24-hour

operations to restricted hours of operations, open to residential and non-residential
guests).
 Bars
 Lounge area
 Banquets
 Rooms (restricted only to hotel guests).
Most guests staying in hotels are on business trips and stay for a very short duration and expect
quick service. They may also need banquet halls to hold functions, conferences, and business
meetings.

The restaurants of hotels may offer a buffet for all three meals to speed up service. Resorts
provide accommodation mainly to vacationers. The duration of their stay is longer compared to
guests who stay in hotels.

The ambiance of the restaurant will be very informal and the service is either from a buffet or
at the table. Guests expect special dishes from the region as they want to experience new
dishes and have more time to spend in the restaurant.

So the Food and Beverage sectors provide services to various markets. Some of these sectors
provide services to the general public while others only to the restricted groups. We can divide
the f&b sectors according to the market or the type of customers they cater to in the following
manner.

4. NON-CAPTIVE MARKET
The customers have a choice of where to eat. The type of restaurant chosen may be a fine
dining restaurant of a deluxe hotel, stand-alone restaurant, coffee shop, fast food outlet,
specialty restaurant, or a popular restaurant depending on the following,

 Reason for dining: Birthday party, Valentine’s Day, wedding anniversary, or business

meeting.
 Time available to eat: Some customers have more time to spend in a restaurant while
others have very little time, which influences their decision on the selection of the type
of eatery. Executive class clients need executive lunch during lunch hours as they have
less time to eat.
 Food preference of customers: The type of food they want to eat, for example, Chinese
dishes, South Indian dishes, Sandwiches, and so on.
 Money is available to spend on food.
 Time of the day.
 Distance.
 Ambiance desired.
 Personal experience.

5. CAPTIVE MARKET
The customers do not have a choice where to eat and have to avail of services provided by
particular catering outlets.
For example, Residential school children, College students staying in hotels, hospital patients,
people staying in old age homes, prisoners, and industrial workers.

6. SEMI CAPTIVE MARKET

The customers have a limited choice of where to eat. In such a market, the customers have a
choice before selecting the food and beverages. Once the choice is made, the customers have
no choice but to be content with what is on offer.

FOOD AND BEVERAGE SERVICE DEPARTMENTS

Other than the secure and comfortable accommodation, guests staying in a hotel expect a wide
range of hygienically prepared wholesome food and beverages.

It is the responsibility of the Food and beverage department of the hotel to provide these
services 24 hours to the guests. It is the second major revenue-producing department of the
hotel, the first being the front office.

Star category hotels have many food and beverage service outlets such as luxury restaurants,
specialty restaurants, coffee shops, cocktail bars, lounges, room services, and so on, to satisfy
the different palates and needs of the guests and banquet halls to organize functions and
conferences. All these outlets are managed by the food and beverage department.

These are some departments of the F&B services which are the following:
1. BANQUET ORGANIZATION

Banquet department functions fall under the control of the banquet manager. It is responsible
for organizing various types of formal and informal functions within and off the premises.

Usually banquet business is a seasonal business, but the hotel must devise a plan to sell its
banquet facilities throughout the year.

A hotel may either have many banquet halls of different sizes or one large hall, the size of
which can be adjusted with temporary partitions to accommodate parties of various sizes.

The banquet department is managed with the help of a few permanent staff as more service
staff can be arranged from either local sources or other food and beverage service areas.
2. ROOM SERVICE ORGANIZATION

The room service department is responsible for serving food and beverages in the guest’s
rooms according to predetermined standards. All the activities of the room service department
are controlled by the room service manager. In a smaller hotel, the restaurant manager may be
given the additional responsibility of managing room service.

3. LOUNGE ORGANIZATION
The lounge is a department located in the reception area where guests relax, meet other
guests, or wait for rooms to be released. The guests at the lounge may require food and
beverage services.

The lounge waiter should be prepared to serve coffee, tea, aperitifs, wines, spirits, and snacks.
The orders are collected against KOT/BOT on a tray and served at the lounge by lounge waiters,
just like room service. At the end of service, bills should be presented.

The entire food and beverage operation in the lounge is under the control of the lounge head
waiter and he gets the work executed through lounge waiters.

This service is not prevalent much in budget hotels or even in some of the deluxe hotels.
However, on request, beverages and snacks can be served at the lounge.
4. BAR ORGANIZATION

The bar serves different types of alcoholic beverages to residential and non-residential guests in
the hotel. It may refuse to serve alcohol to guests who are under age or are already quite
inebriated.

The minimum age of a person for alcohol consumption should be followed strictly to avoid any
legal or police action against the establishment.

The service of drinks is very profitable and at the same time, close monitoring is quintessential
to prevent any malpractice that may arise in any of the beverage outlets.
Kitchen department
KITCHEN LAYOUT
Kitchen uniform

Kitchen details
The food production department, commonly called the Kitchen department, involves the
preparation of food, while the delivery is done by the F&B department. The food production
department consists of the main kitchen (hot & cold), banquet kitchen, soup section, pantry
section, pastry section, baking & confectionery.

Restaurant and canteen kitchens found in hotels, hospitals, educational and workplace

facilities, army barracks, and similar institutions are generally (in developed countries) subject
to public health laws. They are inspected periodically by public health officials and forced to
close if they do not meet hygienic requirements mandated by law.
Canteen kitchens (and castle kitchens) were often the places where new technology was used
first. For instance, Benjamin Thompson's "energy saving stove", an early 19th-century fully
closed iron stove using one fire to heat several pots, was designed for large kitchens; another
thirty years passed before they were adapted for domestic use.
As of 2017, restaurant kitchens usually have tiled walls and floors and use stainless steel for
other surfaces (workbench, but also door and drawer fronts) because these materials are
durable and easy to clean. Professional kitchens are often equipped with gas stoves, as these
allow cooks to regulate the heat more quickly and more finely than electrical stoves. Some
special appliances are typical for professional kitchens, such as large installed deep
fryers, steamers, or a bain-marie.
The fast food and convenience food trends have changed the manner in which restaurant
kitchens operate. Some of these type restaurants may only "finish" convenience food that is
delivered to them or just reheat completely prepared meals. At the most they
may grill a hamburger or a steak. But in the early 21st century, c-stores (convenience stores)
are attracting greater market share by performing more food preparation on-site and better
customer service than some fast food outlets.[9]
The kitchens in railway dining cars have presented special challenges: space is limited, and,
personnel must be able to serve a great number of meals quickly. Especially in the early history
of railways, this required flawless organization of processes; in modern times, the microwave
oven and prepared meals have made this task much easier. Kitchens aboard ships, aircraft and
sometimes railcars are often referred to as galleys. On yachts, galleys are often cramped, with
one or two burners fueled by an LP gas bottle. Kitchens on cruise ships or large warships, by
contrast, are comparable in every respect with restaurants or canteen kitchens.
On passenger airliners, the kitchen is reduced to a pantry. The crew's role is to heat and serve
in-flight meals delivered by a catering company. An extreme form of the kitchen occurs in
space, e.g., aboard a Space Shuttle (where it is also called the "galley") or the International
Space Station. The astronauts' food is generally completely prepared, dehydrated, and sealed in
plastic pouches before the flight. The kitchen is reduced to a rehydration and heating module.
Outdoor areas where food is prepared are generally not considered kitchens, even though an
outdoor area set up for regular food preparation, for instance when camping, might be referred
to as an "outdoor kitchen". An outdoor kitchen at a campsite might be placed near a well,
water pump, or water tap, and it might provide tables for food preparation and cooking (using
portable camp stoves). Some campsite kitchen areas have a large tank of propane connected to
burners so that campers can cook their meals. Military camps and similar temporary
settlements of nomads may have dedicated kitchen tents, which have a vent to enable cooking
smoke to escape.
In schools where home economics, food technology (previously known as "domestic science"),
or culinary arts are taught, there are typically a series of kitchens with multiple equipment
(similar in some respects to laboratories) solely for the purpose of teaching. These consist of
multiple workstations, each with its own oven, sink, and kitchen utensils, where the teacher
can show students how to prepare food and cook it.
Conclusion

The following internship report represents my learning and working experience, during my
internship in four points by Sheraton. The report includes an overall glance of analysis of
the hospitality industry and also the operational analysis of four points by Sheraton i.e. how
they manage to do their work and complete their task in time.

This report is based on personal analysis of my abilities and also about what I have learned
about personal ethics. The report includes my personal analysis of my abilities and also
about what I have learnt so far about the professional ethics.

I chose four points by Sheraton for doing my internship as I was interested to work in the
hospitality to learn that how different departments work in this sector. I had interest in
working in the hospitality industry and this was also a big reason that why I had choose
hotel to do my internship. I think that in my point of view there is a huge scope in the hotel
industry. While working in the hotel I learn to manage it gave me a chance that how things
are managed in a short notice and what circumstances are taken by the hotels to satisfy its
clients and how guest complaints are entertained.
Reference

Hotel magazine, Wikipedia,

https://www.tutorialspoint.com/hotel_housekeeping/hotel_housekeep
ing_quick_guide.htm,
https://www.tutorialspoint.com/hotel_housekeeping/
hotel_housekeeping_introduction.htm#:~:text=Housekeeping
%20means%20performing%20all%20the,it%20at%20highly
%20desirable%20ambience.
https://www.hotelmanagement.net/food-beverage/5-dos-and-don-ts-
behind-managing-hotel-f-b,
https://www.expedia.com/Mumbai-Hotels-Four-Points-By-Sheraton-
Navi-Mumbai.h2803161.Hotel-Information?pwaDialogNested=media-
gallery,