INDUSTRIAL TRAINING

LE MERIDIEN HOTEL AHMEDABAD

COMPILED BY: Sonu

ANNEXURE

PERSONNAL PROFILE

COMPILED BY: Sonu

Name

sonu
:

REGISTRATION NO.

520860979

ADDRESS

: 3RD A 31, RAKESH MARG, NEHRU NAGAR, GHAZIABAD

TEL.

9990305132

COMPILED BY: Sonu

INDUSTRIAL TRAINING REPORT BY Sonu

A Industrial Training Report submitted in partial fulfilment of the requirements for the B.sc HCM course of Sikkim Manipal University, Manipal Directorate of distance education Sikkim Manipal University of health, Medical and Technological Sciences Syndicate House, Manipal -576104

COMPILED BY: Sonu

ANNEXURE E DECLARATION BY STUDENT IN INDUSTRIAL TRAINING REPORT I, Sonu, hereby declare that the Industrial Training Report submitted in partial fulfilment of the requirements for the B.sc HCM course of Sikkim Manipal University,India,is my original work and not submitted for the award of any other degree,diploma,fellowship,or any publications. Place: Date: Name Sonu Reg.No: 520860979

COMPILED BY: Sonu

ANNEXURE F CERTIFICATION BY THE EXAMINAR(IN INDUTRIAL TRAINING REPORT)

The Industrial Training Report Sonu ON industrial training (LE MERIDIAN HOTEL AHMEDABAD,) is approved and is acceptable in quality and form.

Internal Examiner
ARVIND GAUTAM ACADEMIC DIRECTOR

External Examiner (Name and Designation)

ANNEXURE G
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CERTIFICATION BY THE LEARNING CERNTRE FACULTY / HEAD (IN INDUSTRIAL TRAINING REPORT

This is to certify the Industrial Training Report has been submitted fulfilment of the requirements for the B.sc. HCM of Sikkim Manipal University, by Sonu with enrolment number520860979 and has performed the OJT under my supervision and guidance and that no part of this report has been submitted for the award of any other Degree, Diploma, or Fellowship and that the work has not been published in any Journal or Magazine.
Certified ( Signature and Name of the LC Faculty and Designation)

On The Job Training : Performance Appraisal Form(OJT:PAF)

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Name of Student Registration Number

: :

Sonu 520860979 3RD A 31, RAKESH MARG NEHRU NAGAR, GHAZIABAD

Name of the Learning Centre:

And Centre Code Name of the Hotel

: :

07542 LE MERIDIEN HOTEL AHMEDABAD

Name of the Department

: FOOD AND BEVERAGE

SERVICE, HOUSEKEEPING FRONTOFFICE, FOOD PRODUCTION

Period

15 MARCH 2010 TO 27 JUNE 2010

1)GROOMING

/42

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Immaculate Appearance, Clean uniform, well groomed hair, Clean Nails and Hands Smart appearance, crisp uniform, acceptable hair, clean nails and hands Well presented, clean uniform, acceptable hair, clean nails and hand Untidy hair, creased ill kept uniform, hands not clean at all times Dirty dishevelled, long unkempt hair, dirty hands and long hair

2) ATTENDANCE/PUNCTUALITY (103 days present Out of 105 days) /42

On time, well prepared, ready to commence task, attendance 100% On time, lacks some preparation but copes well, attendance between 99-90%

COMPILED BY: Sonu

On time, some organized aspects-just copes, attendance between 89-80% Occasionally late, disorganized approach, attendance between 79-69% Frequently late, not prepared, frequently absent without excuse

3) COMMUNICATION SKILLS

/42

Very confident, demonstrate outstanding confidence and ability both spoken/written Confident, delivers information Communicates adequately, but lacks depth and confidence Hesitant, lacks confidence in spoken/written communication

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Very inanimate, unable to express in spoken or written word

4) ATTITUDE TO GUEST/COLLEAGUES

/42

Outstanding report with guests and colleagues

Polite, considerate and firm, well liked Gets on well with most colleagues, handles guests well Slow to mix, weak manners, is distant, is insensitive to guest needs

Does not mix and relate well with guests and colleagues 5) ATTITUDE TO SUPERVISION /42

Very co-operative, acts on constructive criticism

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Readily accepts criticism and is noticeably willing to assist others Accepts criticism, but does not necessarily act on it Takes criticism very personally, broods on it

Persistently disregards criticism and does on way 6)INTIATIVE AND MOTIVATION /42

Very effective in analyzing situations and resourceful in solving problems

Shows ready appreciation and willingness to tackle problems. Positively seeks to improve knowledge and performance

Usually grasps points correctly. Shows interest in all work undertaken Slow on the uptake. is interested only in areas of work preferred

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Rarely grasps points correctly. lacks drive and commitment

7) RELIABILITY AND COMPREHENSION

/42

Is totally trust worthy in any working situation? Understands in detail, why and how the job is done

Can be departed upon to identify work requirements and willing to complete them.

Gets on with the job in hand.comprehends, but does not fully understand work in hand

Can not be relied upon to work without supervision. Comprehends only after constant explanation Requires constant supervision. Lacks any comprehension 8) RESPONSIBILITY /42

Actively seeks responsibility at all times

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 Very willing to accept responsibility Accepts responsibility as it comes

In cline to refer matters upwards rated=her than make own decision

Avoids taking responsibility 9) QUALITY OF WORK /42

Exceptionally good, accurate in work, very through usually unaided

Maintains a high standard of quality Generally good quality with some assistance Performance is uneven Inaccurate and slow at work 10) QUANTITY OF WORK Outstanding in output of work Gets through a great deal Output satisfactory /42

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 Does rather less than expected Output regularly insufficient TOTAL

Stipend paid: Rs.250 per month Name of the Appraiser: sonu Designation of appraiser: Trainee signature: sonu date:

(out of 420)

Signature of student: sonu

date:

ANNEXURE 2 OJT-Viva Voce, PPT and Report Evaluation Sheet

NAME OF STUDENT :( Sonu) S.NO. External Report evaluation sheet A) Report Evaluation 1) Presentation: please consider if the student Has followed the format prescribed and Presented the report well there should be No grammatical errors and mispresentation Of facts 2) Profile of the Establishment/Department(s) Please consider if the student has given the /10 /10 Examiner Marks /10 Examiner Marks / 10 Particulars on viva voce, ppt and REG.NO.-520860979 Internal

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Entire profile of both the establishment and department trained in. 3) Layout and equipment used: please consider If the layout is to approximate scale and the equipment is describe in sufficient details with photographs of pictures attached. 4) Operations: please consider if the student has done and in depth study of the operational aspects of the department.cosider if the student has understood the functions of the forms and fornats used, statistics calculated and Described in details 5) SWOT analysis: please consider if the student has been able to make a detailed study of the Strengths,weakness ,opportunities and threats of the department trained in. 6) Conclusion: please consider if the dtudent has provided suggestions for improvement which are practical and enforceable. A. B. C. Total of report evaluation Total of PPT presentation Total of viva-voce Grand total of A,B,and C /70 /40 /70 /180 /70 /40 /70 /180 /20 /20 /10 /10 /10 /10 /10 /10

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Average

/180

Consolidated marks obtained as per: Form 1 = Form 2 = Total marks = Date: Gautam Date: Signature of external examiner: /420 /180 /600

signature of internal examiner/LC Faculty: Arvind

INDUSTRIAL TRAINING CERTIFICATE

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LE MERIDIEN HOTEL AHMEDABAD

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ACKNOWLEDGEMENT
Named after Sultan Ahmed Shah and built by the Sultans of Gujarat to rival the architecture of neighboring kingdoms, the exhilarating city of Ahmadabad was founded in the year 1411 and today the city boasts a proud and historic architectural tradition. Le Mridien Ahmadabad, boasting a panoramic view of the Sabarmati River, is located at the confluence of the historic Old City and the bustling commercial district. Le Mridien Ahmadabad offers guests a world of regal elegance, from the marble floors and granite pillars in the lobby to the two capsule glass lifts. Imbued with old-world charm, guest rooms and suites offer a stunning panoramic view of the citys stately river A choice location in the city of Ahmedabad. One address offers it all calm, comfort, and convenience, with stunning views of the Sabarmati River. A close proximity to the old walled city makes our hotel an ideal base to explore the city's past, while its location in the heart of the commercial centre affords convenience to those visiting Ahmedabad for business

Ahmedabad is the centre of Gujarats cultural activities where diverse traditions of different ethnic and religious communities come together to create a thriving, cultural tradition. The city presents a fascinating fusion of

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the conventional and the contemporary from the age-old prestigious centres for classical arts and dance to the posh and swanky line of multiplexeswithcountlessentertainmentsources There are numerous tourist attractions in and around Ahmedabad. Sabarmati Gandhi Ashram is situated on the banks of Sabarmati River and was founded by Mahatma Gandhi. The Juma Masjid is one of the most beautiful mosques in India. Built by the city's founder in 1423, the mosque is located in the centre of the old city. Rani Rupmati Masjid is a monument that was built between 1430 and 1440.

The shaking minarets of Sidi Bashers Mosque are unique in its own way when one minaret is shaken, other minarets vibrate too. Famous tourist spots in and around Ahmadabad include the Akshardham temple, Law garden, Science city, Bhadra Fort, and ISKCON temple. There are a number of museums such as the Calico Museum, Lalbhai Dalapatbhai Institute of Indology, and Utensils museum.

No matter what time of the year you visit, there is plenty to see and do. Starting with Maker Sankrantis kite flying in January, the masti continues only to peak at the nine-day long Navratri with Dandiya and Ras Garba in November, followed by the dazzle and glitter of Diwali festivities, which last a

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whole

month. Ahmadabad is well connected by air to most cities in India

and important cities in the world. The accessibility, spectacular tourist locations, and friendly people will make your trip to Ahmadabad a memorable one. skills, knowledge & attitude to make a career as a successful hotelier.

Last but not the last I would like to thank the god almighty by whose grace it was possible.

LEMERIDIEN HOTELS OF INDIA

DELHI CHENNAI MUMBAI JAIPUR BANGALORE PUNE

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 COCHIN AHMEDABAD AND COMING SOON OF LEMERIDIEN HOTEL ARE

MAHABALISWAR AND LONAWALA

Guest Services

New Signature Breakfast Travel Desk Florist 24-Hour Front Desk Laundry Service Express Check-In Disability Accessible Facilities 24-Hour Concierge Service Multilingual Staff Bellmen/Porters Babysitting Service Safe Deposit Boxes Express Check-Out Medical Services Available

Business Services

Business Services Currency Exchange

Internet Access

Wireless High Speed Internet Access in All Guest Rooms INR 75 per day Wireless High Speed Internet Access in Business Center INR 75 per day

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Some of the services and facilities above may not be available on a 24-hour basis or without advance request. Fees on certain facilities/services may apply.
.

INDEX
HOTEL OVERVIEW FOOD AND BEVERAGE SERVICE HOUSE KEEPING FRONT OFFICE FOOD PRODUCTION CONCLUSION

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LE MERIDIEN HOTEL AHMEDABAD

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HOTEL OVERVIEW
LEMERIDIEN HOTEL AHMEDABAD
INTRODUCTION

Accommodation
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63 Rooms Including- 2 Suites, 23 Executive Rooms 30classic rooms and 08deluxe rooms

DINING
Regency
- Multi Cuisine Restaurant. Elaborate Buffet Lunch and Live Music During Dinner

WATERFALL
24 Hour Coffee Shop

Bar
Crew lounge
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Room Service
Round the Clock

RECREATION & LEISURE

Leisure Information
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:

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Le Meridien Ahmedabad boasts the city's only fully equipped gym, with running machines, steppers, bikes and weights and an indoor temperature-controlled swimming pool, sauna steam and jacuzzi.

Sports and Leisure Facilities :

Indoor temperature controlled swimming pool Fully equipped gym Massage Sauna Steam Jacuzzi

Swimming pool length is 48 feet and the breadth is 18 feet. Swimming pool water mixing with chlorine,hypochloride,sodium bisulphate

Features & Activities

Luxuriate in Club Caesars the health club and fitness centre that celebrates the good life. The wide range of facilities includes an elegant

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indoor swimming pool designed in Romanesque-style, a steam sauna, and Jacuzzi. Trained masseurs will pamper and rejuvenate you.

Other Facilities

Shopping Arcade Travel Desk Services Doctor on call Laundry Money Changer Safe deposit lockers

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ABOUT LEMERIDIEN HOTELS

The internationally renowned Le Mridien brand was established in 1972 by Air France "to provide a home away from home for its customers." The first Le Mridien property was a 1,000-room hotel in Paris Le Mridien Etoile. Within two years of operation the group had 10 hotels in Europe and Africa. Within the first six years the number of hotels had risen to 21 hotels in Europe, Africa, the French West Indies, Canada, South America, the Middle East and Mauritius. The group continued to grow and, by 1991, the total number of Le Mridien properties had risen to 58. In late 1994, Le Mridien was acquired by UK hotel giant, Forte, which in turn was acquired by Granada Group plc in 1996. Through a merger in the summer of 2000 between Forte's parent company, Granada Group plc, and global contract catering giant, Compass Group plc and the subsequent de-merger of the two companies in February 2001 the ownership of the Forte Hotel Group and its three brands (Le Mridien, Heritage Hotels and Posthouse Hotels) passed solely to Compass Group. In May 2001, Nomura International plc announced the acquisition of Le Mridien Hotels & Resorts from Compass Group plc for 1.9 billion and Le Mridien was merged with Principal Hotels, which was acquired in February 2001. In December 2003, Lehman Brothers Holdings acquired the senior debt of Le Mridien. In November 2005, the Le Mridien brand and management fee business was acquired by Starwood Hotels & Resorts Worldwide, Inc. The leased and owned real estate assets were acquired in a separate deal by a joint venture formed by Lehman Brothers and Starwood Capital (a company not affiliated with Starwood Hotels & Resorts Worldwide, Inc.). The various chain of the STARWOOD hotels under the are:

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 SHERATON WESTIN FOUR POINTS OF SHERATON ALOFT W-HOTELS ELEMENT ST.RESOIS LE MERIDIEN LUXURY HOTELS BLISS

LEMERIDIEN HOTEL
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AHMEDABAD

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INTRODUCTION

The food and beverage department is a major revenueproducing department in any hotel. There should be a good

teamwork to bring out the success of the hotel and the staff should work hand in hand to produce maximum output. In LEMERIDIEN HOTEL AHMEDABAD the F&B department has an edge over rooms division because of the major revenue earned from banquets.

The various Food & Beverage service outlets in Hotel Siddhanth are:

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COFFEE SHOP

The

coffee shop at Hotel Lemeridien basically continental , Mexican,

Hotel Ahmedabad
Italian and

service

Chinese Cuisine .

RESTAURANT : This is the multi - cuisine specialty restaurant serves Indian dishes ( North- West Frontier & Hydrabadi ) .

BANQUET : This department of F & B specializes in arranging

party place on behalf of companys a individuals for holding big parties , small get together , conferences or even pool side parties .

ROOM (SERVICE) : It caters to the requirements of all the inhouseguests , offering breakfast, launch and dinner and inbetween nears as well as beverages. It serves Indian, Continental as well as Chinese specialties.

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DUTIES & RESPONSIBILITIES OF F&B DEPARTMENT Food and Beverage Manager

Is responsible for the implementation of agreed policies or for contribution to the setting of catering policies. In general he is responsible for 1. Ensuring that the required profit margin is achieved for food and beverage are in each financial period 2. The purchasing of all material required. 3. Ensuring that qualify in relations to the price period is maintained etc.

Restaurant Manager
1. To oversee the proper arrangement of the tables, chairs, service equipment, table settings. 2. He takes a briefing before personnel appearance of staff. each meal to inspect the

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3.

To see the correct quality of food served.

Room service Manager

1. 2. 3. He goes through the room service pick up/ clearance file. He checks the movement list sent by the front office. It is his responsibility to see that all special items like cookies, fruit basket, nut plates and drinks kept in the rooms. 4. 5. 6. Scheduling the staff. Handling guest complaints Prepares duty rosters for the staff.

Banquet Manager
Is responsible for all the banquet l parties held in the hotel. He/she ensures that all arrangements for banquets are made in advance. He/she supervises the banquet party held in the hotel and work being done by captains and stewards.

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Request mangers is also responsible for setting booking, arranging and serving of all banquet functions and arranging local publicity after obtaining permission from the people arranging banquet.

Banquet Supervisors Senior Captains

Senior captains in respective restaurants are responsible for proper arrangements in the guests and ensure that toad is served in orders. They take the briefing for wait before every meal.

Captains
Works under senior captains. They are allotted some section inmate restaurants or banquets. They are responsible to serve the food for the guests and to present the bills for payment.

Steward
He acts by instruction for the captain. He/she generally plates upon the table, cleans the table after each course some preparatory

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tasks of cleaning is also carried nut by the steward.

24 HOUR COFFEE SHOP ARE OPEN

Dining in Le Meridien Hotel, Ahmedabad:

Dining in the charming ambience of the on-site multi-cuisine restaurant at Le Meridien Ahmedabad in Ahmedabad is an out of the world experience for many a gourmet. The restaurant offers sumptuous buffet breakfast. Here the guests have to literally tax their brains to come to a conclusion as to which mouth-watering dishes to choose from the diverse variety of culinary preparations. The new coffee shop, has shifted at the LOBBY Level, open round the clock that is for 24 hours . It serves all the different types of cuisine s which includes Indian , Continental , Chinese , Tandoori Mexican & Indian and various other items such as shakes, ice-

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creams etc. In the coffee shop they also

served alcoholic

beverages . In the coffee shop is also served in the fancy glass. The ceiling is lighted with small & colorful chandeliers. The big picture are hanged on the walls of the coffee shop, worth There are a total maximum seating capacity of 35 guests . The tables & chairs are made up of wood , which is very light in weight . One man statue is also standing out there . The billing machine is placed at the entrance of the coffee shop. There is one set of television for the entertainment of the guest . However there is one set of televisions for the entertainment of the guest . However there is a draw back in the restaurant. During the morning time for breakfast a buffer is laid out for the guest to help himself . At fixed price plus taxes . Fresh Juices are also served in coffee shop.

Regency - Multi Cuisine Restaurant

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This restaurant has the distinction of having Delhi s most widespread and largest buffet to lunch . The afternoon time is very busy for the staff, as they have to handle the buffet even though the guests serve themselves . 15 vegetable and d 15 non- vegetable dishes, 11 desserts and a minimum of 15 salads . are served .. If a group of more than 10 people are registered to have lunch.

The entire restaurant is decorated with antique pieces like wooden, bronze and iron articles. The floor is made of pure white marble and so are the walls . The walls are adorned with classis paintings . The ceiling is topped with huge chandeliers , which look graceful when the lights are turned on. The cutlery used is pure silver and even the sow plates used are too made of silver . Guests prefers the lavish Indian dishes, which are considered to be amongst the best in the city . However , the other dishes are also in great demand by the guests.

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REGENCY - MULTI CUISINE RESTAURANT

Multi cuisine restaurant with bakery & confectionery shop Open 7.00 a.m. to 10.30 a.m. , 12.00 p.m. to 2.30 p.m. & 7.30 p.m. to 11.00 p.m.

Service sequence at Regency (Multi cuisine

restaurant)
1. 2. 3. 4. 5. 42 Greet the Guest according to the time of day . Check for his table preference and name . Seat the guest . Ashtray Are Required Take the drink and water order .
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6.

Present the food menu and explain the specials . Do the beverage and water service serve the starters Check for satisfaction.

7.
8. 9.

10. Clear the starter plates. 11. Relay the cutlery and place the main course chutneys .

12.

Serve the main course .Check for satisfaction.

13. Clear the main course plate and condiment .

14.

Serve the toothpick .

15. Crumb the table if required . 16. Change ashtray regularly as per standard 17. present the menu 18. relay the cutlery

LEMERIDIEN HOTEL AHMEDABAD CONFERENCE & MEETING

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Room Service
The Room Service is a very important outlet of the Food and Beverage department. It provides food and beverages guests in their rooms as and when ordered by them. The food is served at the exact time stated by the guest. To avoid any delays, there is a separate Room Service elevator, used exclusively by the Room Service staff to provide quick and efficient service to the guests. Generally, food and beverage orders for 2 to 3 guest are sent on Room Service trays which are set up with all the essential cutlery and crockery. But if the order is for a number of items or for more than 3 to 4 guests, special Room Service trolleys are used to serve the order. These trolleys are collapsible and when

opened, have a round table shape. Below the tables are placed food warmers which keep the food warm There is a separate Room Service Order Takers cabin which has 2 MICROS placed for Room Service Order Takers. As and when the guest call is received, the order is taken by the Order Taker 44
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(generally a lady) and a KOT is printed, which comes out at the printer near the Supervisors desk. The rest of the KOT procedure is same as other outlets. After the order is served by the Room Service steward, a courtesy call is made by the Room Service Manager to check with the guest that everything is alright. The room service consists of the following sub-departments :a) Room Service b) Amenities Cell c) Mini Bar

PROCEDURE
a) When a guest calls the Room Service, his order is taken by the order taker who posts the entries into the computer. b) The cheque is printed on a printer which is kept at the supervisors desk. c) This cheque has 4 copies KOT, Guest copy, Accounts copy and F&B control copy.

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d) The KOT and F&B control copy are taken off by the supervisor and given to the kitchen and Room Service steward who lays the trays or a trolley. e) The breakfast is collected from the Room Service kitchen, some of lunch, dinner items are picked up from Chins kitchen, Main Kitchen . f) After the food is picked up, it is kept on a tray which is kept at the Supervisors desk. before it goes to the room. g) Accompaniments of different foods (Indian, Chinese) etc. are also placed. The Supervisor checks the order

METHOD OF PAYMENT ACCEPTED

A bill is made when the items are transcribed from an order pad. When a guest is ready to leave after finishing his meal & he is asks for the bill, the waiter informs the cashier who then totals the bill & give it to the waiter. The waiter presents it to the guest in a folder on a salver. It is made in two copies - one for the guest for his record & other for the reference of the restaurant cashier. 46
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Guest can do payments in three ways

1) Cash payment when the guest pays in cash the same is taken along with the bill to the cashier then gives the change (if any) & stamps the bill paid. The change along with the bill is placed in the folder & presented again to the guest. 2) CREDIT-CARD PAYMENT- the waiter takes the c/c to the Cashier who verifies the card & when he is satisfied with the Verification he swipes the card & enters the amount & gives the voucher for signature to guest. A copy of the voucher is given to the guest along with the card. GUEST SIGNATURE (FOR IN HOUSE GUEST) - When a guest wishes to post the bill to his folio his signature is taken & he is requested to clearly mention his name & Room no. The waiter conforms it with the fo & gives a copy to the guest for his reference.

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STANDARD ACCOMPANIMENTS :

INDIAN FOOD CONTINENTAL FOOD CHINESE : : Soya

Pickle, onion, Papad.

Bread Rolls, Butter, Jam. Red chilly paste, chilly vinegar, sauce.

AMENITIES CELL What are the various Categories ?

a) The requisition for amenities to be placed in each room comes from the front office.] b) Amenities that are placed are Apple and Pears,Black and White chocolate and cookies from put up in the platters . c) The requisition sent by Front Office is given at the time the amenities have to be placed in the room before the guest arrives and other replenishments are also done. d) The occupied rooms are cleared of amenities

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e) The amenities to be placed in the rooms accounts to the requisition in the fruit basket list f) If there is a DND sign then a card is slipped under the door informing that someone had come to place amenities and the guest could call the Room Service.

ROOM

SERVICE

DOOR

KNOB

BREAKFAST

MENU

CARD :

This card contains the Breakfast menu, the time at which the order is required and the room number which has to be filled in by the guest. The guest may tick the item he wants to order for

breakfast. The card is then again hung with the door knob outside the room. The night shift staff of the Room Service collects all

these cards from outside the rooms and the order is thus sent to

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the guest room at the stated time in the morning. Fresh door knob menu cards are placed in the rooms by the Housekeeping department.

BASIC TRAY SET-UP FOR TEA/COFFEE ORDERS:

Teacup Saucer Tea Spoon Sugar Bowl Tea Strainer with slop basin Milk Pot Tea Pot and a pot of hot water with a HOT WATER tag. For Coffee, no hot water is placed separately. While setting up a tray, the first thing that is

checked on the KOT is the number of guests according to which the cutlery and crockery is placed. If the number of guests is more than 4, then a Room Service trolley is setup instead of a tray.

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Open Orders: These are orders for food items, which

do not appear on the menu i.e. those, which are not, listed in the Micros e.g. curd and rice. Such orders are priced by the Room Service Manager at his discretion Wake up orders: Many a times, guests call up the Front Office to request for a wake up call in the morning. They generally order for tea or coffee to be sent at the stated time. The Front Office forwards such orders to Room Service. referred to as wake up orders Every morning room Mini Bar is checked for consumption and replenished. The service personnel notes down each Such orders are

consumption, and during departure or check out Room Service is informed by the Front Office. The steward goes to the particular room and checks for consumption and informs to the supervisors and cashier and guest is charged accordingly.

FOOD AND BEVERAGE SERVICE

1. Problem: The turnover of service staff is very high in

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the Manu Maharani which results in a heavy investment on training and recruitment of new staff.

Suggestion: It has been observed in favour of hotel it is

better to retain old staff then to recruit new because training of

a new staff is a long process.

2. Problem: Like in food and beverage production department staffs in this department are als less skilled and most of them are working as casual

Suggestion: I would suggest that to deliver better service to the guest the staff has to be skilled and training must

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be given to them on a regular basis to update them and to make them perfect to deliver better service to guest.

3. Problem: The menu card in restaurantdoesntgive

required information of dishes served and the font size is small.

Suggestion: It is very important that a guest must read

important information about the dishes served in restaurant, so the printed material should be at least 12 points in font size and have high brightness contrast stick to black or dark blue on white.

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4. Problem: staff in restaurant lacks the knowledge about

the dishes served in restaurant.

Suggestion: This could be overcome through training of the

staff and during briefing the captain must check the knowledge of staff and should teach them about the dishes served.

5. Problem: Interaction between staff and guest is very less

Suggestion: This shows that the level of communication of staff

is bad and to get more business and for up selling a good communication skill helps a lot.

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LE MERIDIEN HOTEL AHMEDABAD

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HOUSE KEEPING

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HOUSEKEEPING-AN OVERVIEW

No work is menial. As far as the housekeeping is concerned it 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, spick-n-span and well maintained are the surroundings. No hotel can function without this department because it oversees

everything from the guest rooms, public areas, laundry, and linen and horticulture and flower arrangement to maintenance of housekeeping equipment, which is now becoming increasingly high-tech.

works with cleanliness and hygiene of a hotel as well as all ancillary services attached to it. It is also responsible for the

aesthetic upkeep of the hotel, for the guest first casts his vigil on the dcor of the hotel. This is deciding factor as to weather the
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guest likes the hotel for there is no second chance to make a first impression. Therefore the housekeeping department place a very important role in ensuring repeat clientele.

House keeping can be defined as the heart of the hotel. It is one of the most important departments of the hotel. In fact no hotel can run without the housekeeping department. It provides for a clean, comfortable and safe environment. It has to co-ordinate with all the other departments for the smooth functioning of the hotel. It includes all factors that lead to comfort, cleanliness and service of the people occupying the rooms in the hotel.

The main aim of the department is to keep the rooms appearance appealing at all times and thereby push the room sales. Cleanliness is the primary function of the department and the secondary function includes the accessories that are added on to the areas like flower arrangement, supplies etc. In hotels it takes on organized approach and a technical understanding for the housekeeping to cope up with the volume of work.

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The Housekeeping department is spread all over the hotel. It has floor supervisors and room attendants who carry out the cleaning of the rooms. It also has a laundry for the washing and ironing of clothes. It also has specialized crew such as Chandelier cleaners, Carpet crew, Glass Cleaners etc. The department also has a Housekeeping desk to monitor and operate all its activities.

Linen room

It is one of the most important sections in the HK.

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 House Man for the right count. The damaged and badly stained linen is kept aside. The description of

Warning is issued to the person responsible.

soiled item, soiled count, clean linen received, balances and other

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

Rooms
Reckoned among the best five star hotels in Ahmedabad, Le Meridien Ahmedabad in Ahmedabad stands for unmatched comfort where the guests are pampered by the extremely hospitable and efficient staffs and luxurious comfort assumes a new significance. Advantageously located right in the heart of the business district, Le Meridien Ahmedabad in Ahmedabad is also not far from popular tourist attractions. Easily accessible from the airport, the hotel commands breathtaking views of the Sabarmati River. Accommodation in LeMeridien Hotel,Ahmedabad: The guests at Ahmedabad's Le Meridien Ahmedabad can stay put in elegantly appointed guestrooms that stand for total comfort. The intimate ambience of the guestrooms not only gives you the feel of being at home, but the rooms are also appointed with a host of in-room amenities that include high speed internet connectivity, in-room fax, luxurious bathrooms, telephone with direct dial and STD and ISD facility, mini bar and 42 inch plasma television with satellite channels

HOUSEKEEPERS REPORT
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A Housekeeper has to prepare a report known as the occupancy report in, which the current status of the room is given . All the occupied room, vacant room , clear room, and rooms etc is listed on this report . The report is prepared and sent to the reception thrice in a day . These reports are then tallied with those of the reception 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 .

HOUSEKEEPING DESK WORK

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The supervisor at the housekeepers desk has to do all the paper work of the department. The floor supervisor give him or her the general complaints on the phone. Complaints regarding the

rooms on various floors. Also the complaints in public area and all the areas under the housekeeping department them down the complaints register and Then he writes in the

also files

complaint slip which is sent to the maintenance department on a daily basis. The complaints are noted down and depending on what time

they are received from the floor they are sent to the maintenance department. The supervisor on the desk sends these complaints thrice a day .In the day. The first thing in the morning that the desk supervisor does is that of marking attendance and giving

out the duties to the staff. The supervisor then fills in a grooming register. He also prepares a duty chart. The housekeepers report better known , as the occupancy report is also prepared . This is done twice in a day. The distribution of clean and vacant room to the reception is also the job of the supervisor. He is one who

receives all the guest calls for special requests. He also enters the lost and found articles in the register .
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The following Register is maintained in H.K. department

1. The

Attendance

Register: One with executive

housekeeper & one for in charge.

2. Key Register: Shows, which person has taken respective

key & they have to sign against it while taking it or retaining it.

3. Duty

Register: Floor room/Main/Room boy/Supervisor &

is to keep a track of the staff & the place they are working.

4. Maintenance 5. Flower

Register: It gives the maintenance

request, type, area, slip number & pending jobs.

Register: It gives details of flower ordered

purpose, date & cost etc.

6. MessageRegister:

Room

message/time/ordered

time/person attending/date to record in-house measures.

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7. Lost

& Founding Register: It gives details of lost &

found, date, by whom, when & where found, and how is it disposed off.

8. Missing

Item Register: It gives the list of items

missing from any part of hotel.

9. OccupancyReport:
prepared at control desk.

Room

no./No.

of

guests/Status/Name of guest/date/time/remarks. This is

10.

Red Slip Room Register: This keeps record of all

those rooms that have been taken on by maintenance dept. for maintenance work & the time when given back to H.K. by them.

11. 12.

Log Book: Messages, which has to be conveyed to the

housekeepers by executive is written down in this.

Master File: Quotation files, budget files, occupancy

report files, house keeping monthly files etc. are in this file.

MECHANICAL & MANUAL EQUIPMENT USED

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MANUAL EQUIPMENT

Cloth It can be used for wet cleaning, dry cleaning & protecting
surfaces. 1. WET CLEANING a. Swabs: It is made from cotton cloth.

a. Floor Cloth: It is made of corner material. b.Chamois leather: It is made from the skin of chamois
goat & is used for wet cleaning of windows.

c. Sponge: It is used for scrubbing the surfaces.

2. Dry Cleaning a. Dusters or Flannels: Dusters are used for dusting of

all surfaces but flannels are made of softer material & are used for highly polished surface (yellow cloth is flannel).

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b. Rags:

They are discarded pieces of cloth used for

polishing and are disposed of after use.

c. Newspaper: It is used for buffing of windows panes &

glass surfaces.

3.Cloth used to protect surfaces

a. Dust

Sheets: Made of cotton material & are normally

discards from the linen room. They are used for covering furniture & surface when not in use to prevent layers of dust setting on them.

b. Hearth Cloth: These are made of Hessian fabric used

as American cloth, comes in various sizes & it is used to protect the carpet when a fireplace is being cleaned.

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c. Bucket

Cloth/Splash mat: Similar to hearth cloth

but smaller in size, used by anybody using a bucket to prevent the mark of the bucket on the carpet.

d. Druggets: Made of coarse linen of fine canvas & may

be in the form of a carpet square or a runner. This is used to protect the floor during re-decoration.

BROOMS & BRUSHES: - They are designed to remove dry soil

& water.

They are basically of 3 types: Hard Soft Scrubbing

a.

W.C Brush It consists of nylon bristles embedded in wooden or

plastic handles for hygienic reasons.

b.

Carpet Brush Bristles are thicken coaster & may be of

annual origin.

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c. d. e.

Long Handle Scrubbing Brush It consists of a long

bamboo attached to a wooden base.

Cobweb Brush It consists of a nylon bristles on a long handle

used for removal of dust cobweb above stretch level.

Long Handle Mop It consists of a long bamboo attached to a

wooden base with twisted cotton fibres.

Necessary

precaution

while

using

the

above

mentioned items: Brooms & brushes should never be kept resting on bristles. Bristles should be cleaned & dried before storage. When cleaning stiff bristle brushes the last rinse should be with cooled salted water to keep the bristles stiff.

CONTAINERS: a. Chamber mail box/Caddy Box It was originally made of wood or metal, but nowadays it is made of plastic, it consists of a box with a handle & a fitted tray to keep small items.

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b. Dustpans It is used to collect gathered dust with a brush or a broom. c. Dustbin They are normally provided for back areas & guestrooms usually made of plastic. d. Chamber maids trolley It is used when a main section is to be cleaned. A trolley is a large conveyance, which has 2 bags & various shelves for storage of linen & other supplies.

VACUUMING: Take the vacuum cleaner to the farthest corner & move your way back to the door. Cover all exposed areas of the carpet including under tables, chairs, behind the door & inside the wardrobe.

FINAL CHECK: Stand at the door & visualize the room. Close all the windows. Close the door & indicate room status on the sheet.

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MECHANICAL EQUIPMENT
a. Upright type vacuum cleaner: It is suitable for rooms but doesnt have any attachment used only for dry-pick-up. In this type of vacuum cleaner the bag or dust bag for collection of soil or dirt is attached on the handle of machine. b. Small size tank type vacuum cleaner: It is used for room cleaning is very effective & used for dry dust pick up normally comes with attachment of crevice nozzle.

c. Wet pick-up vacuum cleaner: It is used for wet cleaning. Nylon filters for wet pick-up. To use one has to ensure that the staff is correctly trained for the use of this vacuum cleaner.

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d. Dusttete/Small hand vacuum cleaner: It is used to clean an upholstery, mattress & can be used for cotton or fabric wall covering.

e. Pile lifter: It has two motors & is extremely strong in action. Pile is also known as a face of the carpet. Because of the strong suction power from the two motors it makes the pile stand up better.

f. Shampoo machine: It is used to shampoo the carpet. g. Floor buffing machine: With the help of soft pads these machines apply floor polish on the floor & a thin film of polish is evenly spread.

h. Floor Scrubbing brushes: This can scrub, shampoo & polish the floor.

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JOB DESCRIPTION OF HOUSE KEEPING STAFF

1. EXECUTIVE HOUSEKEEPER This is one of the must important position in the hotel since it carries responsibilities for cleanliness, maintenance & aesthetic appeal of the hotel so that they are desirable & in a saleable condition. A good housekeeper must possess - A degree of tact

Good organizing ability

JOB DESCRIPTION -

Title Executive housekeeper Reports to General Manager Directly (supervises) - All the house keeping staff

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Co- Ordinates with Front office manager, f & B manager,

Maintenance engineers, Interior decorator & All the other

department head.

JOB SPECIFICATION OF EXECUTIVE HOUSEKEEPER

1. Title Executive housekeeper 2. Category management 3. Educational

qualification Minimum a graduate,

preferably from a hotel management degree or diploma or a home science graduate. 4. Age Between 30 to 45 years 5. Equipment equipment. 6. Physical qualification Heating & Saturday. 7. Mental qualification Should be able to prepare a budget.

skill Knowledge of all housekeeping

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8. Languages (Written & spoken) generally English Hindi & local language. 9. Personality consideration Must display leadership skills 10. Pervious experience - minimum of six years worked as deputy housekeeper or in charge of a hospital or a hostel or a college. 11.

Special

Requirement Floral display, interest in

horticulture, good knowledge of interior design.

ROOM ATTENDANT JOB DESCRIPTION: Title Room attendant/chamber maids (womens) Reports to Floor supervisors/public area supervisor Supervises Houseman & trainees Co-ordinates with house-keeping control desk 74
COMPILED BY: Sonu

JOB SPECIFICATION: 1. Educational qualification - A high school pass. 2. Other skills - Able to speak & understand English., high standard of hygiene, well gloomed & no hesitation of cleaning of the rooms & Bathrooms.

RESPONSIBILITIES OF HOUSE KEEPING DEPARTMENT: 1. To create a clean & healthy environment to promote sales. 2. To look after the hotel property. 3. To co-ordinate with the interior decorator & architect to give a new look to hotel. 4. To select, control & store equipment & supplies. 5. To select & train staff to work effectively in house keeping department. 6. To organize daily, weekly & periodically cleaning schedule of guest room & public area. 7. To pay attention to clean, co lour & lighting arrangement in order to create a harmonious & pleasant atmosphere

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ORGANISATION STRUCTURE OF THE HOUSEKEEPING DEPARTMENT

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PUBLIC AREAS

Public area comprises of main lobby, clock room restaurants, swimming pool, executive office etc.

There are one supervisors who are in-charge of public areas for the morning and evening shift. In the morning there are 06 The houseman are

houseman working under the supervisor.

assigned with the cleaning of particular areas. The cleaning of the restaurant is done before mis-en-place starts. The cleaning of the public areas has to be well planned. It should be cleaned when there's no rush causing minimum inconvenience to the guest. The spotting of the carpets is done once in a month. The

lobby should be cleaned during nights as it would not cause inconvenience to the guest. The spring cleaning and scrubbing of the public areas in done by the night shift staff. The carpets and

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upholstery of the restaurants is done everyday by the morning shift staff. The work on the floor is divided into two categories of workers:a. b. c. Public area Supervisor . House man. Cloak Room Attendants

Public Area Supervisor

Firstly in the morning shift, supervisor checks the logbook for any pending area cleaning of the last shift. There after , he disturbs the public area cleaning accordingly, supervisor any special decoration or arrangement in the banquet hall, decoration in the lobby on account of special occasion. He checks for all the maintain required in the public area for example polishing required, any fittings to be fixed, electrical complaints , etc.

Cloak Room Attendants :

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Cloak room attendants for both ladies & gents guest cloakrooms are also appointed by the housekeeping their involve. 1. 2. keeps the guest cloaks room spic & span Replenish guest cloak room supplies like : i. Hand towels. ii. iii. iv. v. 3. Face towels Liquid soaps Moistrizers. Toilet rolls .

Help the guest if required .

4.

Inform the housekeeping desk of any complaints regarding the guest cloakroom.

GUEST AMENITIES

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Given below is a list of the various amenities provided to the guests in their room. ( Supplies ) Soap ------2 Shampoo----2 Bubble- bath Moisturizer Shower- cap Soap- suds Tissue Paper Hangers-----6 Toilet supplies

Not working or t.v. is out of order. Etc. There are lists of complaints, which are taken down by them. They are as follows : Toilet or lamp (s) bulb fused. Tubelight not working . Telephone, t.v. out of order. Fridge not functioning . Furniture broken 81
COMPILED BY: Sonu

 Glass cracked . W.C. Seat covers loose. Flush leaking . Main door lock defective . Carpet torn. Sheercurtain to be replaced & so on.

Any sight fault too is down by then and these complaints are then sent down to the maintenance department these complaints are sent to maintenance thrice a day, The floor supervisor has to clear rooms and give them for to the desk where the room status given to the reception . The curtains also have to be looked after by them. The skirting of each room also has to be neatly cleaned. Even the under bed are checked in order to locate any kind of unwanted item in the room.

The

supplies in the room have to

be replenished by the

housemen. Then of course the toilet has to

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EQUIPMENTS USED IN LAUNDRY

1. steam press 2. Washing machine 3. Flat press 4. Hydro extractor 5. Suzies 6. Tumbler (Dryer) 7. Calendar 8. Folding machine 9. Dry cleaning Machine A hotel may operates its laundry service through In house laundry.

ROOM SUPPLIES

Letter heads -------4 Geeta & BIBLE Mineral Water bottle ----2 Glasses ----2 83
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 Confidential ----1 Candle ------1 Match Box------2 Envelopes ----4 Pens-----2 Breakfast card-----1 Room- service menu card Comment card Sewing kit Telephones-----3

CLEANING OF THE ROOM

Leave the door wide 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.

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Any article left by the guest in a departure room should be reported immediately.

Hang any article of clothing found on the bed, chaffers 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 (there might be BLADES INSIDE), make sure cigarette butts are not burning before you wrap the waste the waste in the newspaper dropped there by mistake.

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.

Should the bed lined, mattress are wet, stained or torn report it at once.

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Gather all soiled linen in bundle and take it to the hamper on your trolley. Be carefully not to overload the hamper.

Bring the clean linen and make the bed. Check and replace the guest supplies. Clean the wardrobe shelves and rod. Keep 08 hangers in room. Keep three laundry bags on the top shelf with laundry lists. 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 space.

BATHROOM

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 Remove all the guest and Hotel article from the marbles top of the wash basin i.e. gargle glasses, ashtray etc. Remove soiled linen including bath mat and rug. Clean the light fixtures. Clean the mirror with wet cloth and then give shine with 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 arrange neatly guest and hotel articles removed in step no. 1. 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

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 Spread shower curtains and place it in the bathtub. Clean the bathroom/floor with Vim and dry with mop. Replace fresh bathroom linen. Always check while cleaning taps, shower and sanitary fitting in the bathroom for leakages and proper functioning (Thinner may be used to give shine).

WASH BASIN
Toughly chain the inside and outside the basin. Stopper chain and the 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. Disinfect

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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 be 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, door frames, pictures windowsills and frames. Dust furniture makes sure nothing is left there. Dust bed board lampshades and based and telephone.

FRESHENING UP THE GUEST ROOM AND BATH

Air out the guestroom.

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Empty ashtrays. Empty wastebaskets and bin. If the guest has had service, remove the glasses. If the guest has had the room service, remove trays. Check the bathroom for cleanliness. Replace used towels. Check bathroom supplies and replenish exhausted items. Empty the bathroom wastebasket/bin. Close the curtains. Turn on the bedside lights. If a bed has been placed in the room, make sure to supply enough towels, soaps and glasses for extra person. Wish the guest, have a pleasant evening Sir/Madam. Switch on the lights and air conditioning to low. Check for fused bulbs. Fold the bedcovers neatly and place either on the luggage track or in the closet. Turn one corner of the blanket, together with the second and the

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third sheet, side closet to the nit table. Place a breakfast and the good night amenities on the pillow. Clean out the dirty ashtrays, glasses and empty waste paper baskets/binges.

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 of the way down. 2. Bottom towards the head of the bed, approximately of the way up. 3. Fold the right side to the center. 4. Fold the left side to the center.

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5. Fold one more time and you have a folded spread that will fit on the closet chief, baggage bench or in the dresser drawer. 6. Pull back the second sheet, blanket and the third sheet in operation, in to triangle. a) Double bed room occupied by two persons, follow

the same turn down procedure on 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 Place the Good Night amenities on the pillows.

KNOWLEDGE

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 House count position of the house for next week. Group arrivals/departures. Through knowledge and Front Office systems. Mail, postage rate information. Taxi fare/Distance in cut. Layouts of hotels and surroundings. In depth knowledge of room types & facilities.

ATTITUDE
Sincere Honest Hardworking Alert Sensitive to Guest needs Discipline If a guest is a repeat visitor then his history number must be fed.

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Reservation number is generated and is retained till 3 days after the guest has checked out.

HOUSEKEEPING OPERATING PROCEDURES KEY CONTROL

Strict and positive control should be maintained over all hotel keys at all times.

FLOOR MASTER (Identification FM):

These keys will open every door on a given floor including floor pantries and will be issued in single sets.

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DISTRIBUTION: Floor Supervisors

Room attendants all floor master keys will be held in a locked key cabinet in the house keeping office except sub custodies to the appropriate room attendant during the normal worked by the floor supervisor. A key control 100 book will be kept for the purpose of maintaining control of the key issued. The floor supervisor held responsible for those section sets, which are checked out from the key cabinet if a signature in his keys each by initiating opposite the room attendants name and the key set number.

RESPONSIBILITY:
The loss of set MASTER KEYS which can open every door on one or floor in the hotel is a very serious matter and could result in the eventual loss of thousands of rupees worth hotel and/or guest property should the key fall in to the wrong hands. It should be remembered that the loss of master key is grounds for the

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immediate and automatic termination of employment should there be indication of the carelessness or negligence on the party of anyone in the dying of key control custody.

KEY CONTROL:
1.When not on use, all keys should be kept in a day cabinet. 2.Set of key should only be issued to appropriate employment, as needed each day, at which time they sign for their on a key control logbook. 3.The key cabinet must be kept locked all times when the area is left unattended regardless of the time. 4.Keys should not be removed form the property be an employee who signs out custody for PM and daily basis during the day after they have signed for the set of keys, they must return their keys in while they are off the property. 5.The employees will sign for the keys by identifying the set using their complete in the key log. 6.Keys will be checked in to the housekeeping office, evening 96
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floor supervisor duty at the working sheet will sheet will acknowledge receipt of all keys on the log with their initials. 7.All keys should be sight inventoried by the Evening Floor Supervisor integral at the end of the evening shift. Any loss or discrepancy will be reported immediately to the Executive Housekeeper. 8.At the end of each working day, keys are to be placed in the key cabinet locked, and the housekeeping office locked. 9.There is a special set of keys designated as the opening key. This set of keys will have a key to the housekeeping office in which the key cabinet is kept under lock. This set of keys can be left in the custody of the front desk (night) Manager when the house keeping office is locked. They will be picked up each morning by the morning shift supervisor in charge of the opening house and will be returned to the Front Desk (night) Manager at the end of the evening shift.

SPECIAL, CONCERN:
The above specified policies and instruction are provided for

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the protection and security of all employees, as well as the protection from the consequence of lost keys.

PREPARATION:
Obtain night report list from the supervisor, indicating the number of rooms occupied and expected arrivals. Collect appropriate turn down amenities that will be placed on each pillow (amenities may including such items as: Good night note, Mints, Chocolate, Flowers, Liqueur etc.). Assistant must possess the quality of politeness, promptness and willingness to help the guest.

PROCEDURE FOR ENTERING A ROOM

1. Do not enter the room if the DO NOT DISTURB Sign is

displayed on the room door. Check the door later and re check again while you are on duty. 2. If you have not been able to enter the room within a certain

time (which you will be told later), report it to your floor

COMPILED BY: Sonu

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supervisor. There would be a chance that the guest may be sick. The floor supervisor should check the checking in time for the guest. Never go off duty without reporting any or all room you have not been able to clean. 3. Always knock at the door before entering the room. Unlock

the door by means of the floor master key and open it slowly and knock. Fagin should the guest be sleeping, withdraw quickly from the room. If the guest is awake, announce Housekeeping room attendant and ask if he would like to have his room cleaned. 4. If you have been making a room in the absence of the

guest and the guest returns before your work has been finished, always ask him whether he wants you to continue or return later. 5. Occupancy report: The Hospital Assistant make an

occupancy report which gives the following information: a) b) c) Occupied and slept in Occupied but not used Vacant Room

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d) e) f) g)

Departure Room Out of order Number of persons in the room Scanty baggage

ENTERING ROOM:

Knock on the door 3 times with your hand and not with the key. Announce yourself by saying Good evening Housekeeping. Pause for a few minutes for the guests response. If there is no testiness, repeat the procedure before entering the room. If guest responds, introduce yourself and request permission to effect evening service by saying Good Evening Sir/Madam (guest name to be used whenever possible). May I service your room? If guest agrees proceed with the service.

FLOORS:
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Vacuum the carpets thoroughly get under every place of furniture sure nothing is left there. Clean the corners with the Hoover pipe. Take a last look to check all picture straight, furnitures in proper curtains adjusted telephone cord untangled lampshades straight and the WA lamp cord, properly placed for safety appearance.

WEEKLY CLEANING:
Some items in guest rooms do not necessarily require daily attention they must be done weekly. Among these are changing the papers in the drawers, polishing the brass lamps, moving furniture out from the wall, carpet under bed, furniture, air conditioning frill and bathroom rube light grill can be cleaned.

SAFETY PRECAUTIONS:
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Try to develop safety conscious habits and keep yourself and out of hospitals. In case of a fire, ring up the exchange, giving your name and designation and side of the fire and also the type and the place.

CREATING A FRIENDLY ATMOSPHERE:

This means that we must create on atmosphere of friendliness and not familiarity with the guest. You must wish a guest when he comes in contact with you always greeted the guest with a smile. The hospitality discrepancy report. The Hospitality Assistant should check all rooms except rooms displaying DO NOT DISTURB sign for making the occupancy report.

HOTEL EQUIPMENT:
The Executive Housekeeper issue the Hospitality Assistant proper equipment like Vacuum, cleaners, Scrubbers etc, for them to do a

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good job. All these equipment cost a lot of money to the Hotel. He should follow all instructions regarding use of these equipment carefully taking positive steps to see that these equipment are not mishandled or carelessly used.

LINEN CLOSETS:
These linen closets are maintained on each floor. In these closets, all kinds of bed linen, Towels and guest supplies are kept for use in the rooms. The idea behind having these closets on the floor is to have speedy and efficient supply of linen, towel and guest supplies to the room. These stocks of linen towels and gu8est supplies are replenished every morning and every evening. Every morning before a Hospitality Assistant goes to the rooms he stacks up all the stocks required for the complete sets of rooms he is responsible for cleaning.

SAFETY PRECAUTIONS:
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1.

Always put on the light before entering a dark room. You

might bang against an object in the dark and hurt yourself. 2. When removing wastes from the baskets, empty them

upside on a old newspaper. It might contain razor blades or sharp objects like pin or broken glass. 3. 4. 5. Watch out for razor blades when cleaning bathrooms. Carelessly handling furniture there by getting splinters. Be careful and alert of broken glasses on the floors

before cleaning them by hands. 6. 7. Dont leave electric cords for someone trip over. When opening and closing doors, you should hold the

door by the knob and not by the edge. 8. While cleaning window glass in guest room from, outside

use safety belt. Possession while on duty. Hand it over to the Executive Housekeeper after your duty.

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ADVANTAGE OF YOUR JOB

GUEST SATISFACTION:
Your job gives proper shape and cleanliness to the rooms. The result is that when the guest enters the room and observes a clean, fully carpeted room with all the decorations it makes him happy. He feels he is at home and gives him a feeling of being looked after.

PROFESSIONAL KNOWLEDGE:
We in this training program impart professional knowledge about the entire work of the HA. This helps you to perform your job effectively.

EFFICIENCY:
You must do a good professional job in the rooms cleaning of a room must be done strictly in accordance with the procedures laid down by the Management. Not a speck of dust if left out in

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any come of the or on furniture. The hospitality Assistant must always attempt to finish of cleaning a room quickly not forgetting any cornet of articles of furniture of light left unclean.

REPORTING FOR WORK:

1. 2. Always be punctual. Always time your watch to be in the Hotel at least 10

minutes before your duty or. 3. 4. Always apply for leave. Do not absent yourself from duty.

UNIFORM:
1. 2. Change your uniform daily. Do not come to the floors with dirty. Stained crushed

uniforms. 3. Try to avoid staining your uniforms.

BATHROOM:

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(a) (b) (c) (d)

Clean the light fixture. Clean the shelves and racks with a cloth. Clean the tub, basin and WC with VIM only. Chrome fixture should be dried with a clean cloth to remove

meter spots. (e) Clean the wall tiles.

(f) Clean the bath fixtures. (g) W.C. seat cover, Hinges, Flush Valve should be cleaned, dried

and closed with band. (h) Bathroom and room should be dusted properly.

(i) Mirrors cleaned with damp paper. (j) Flit the bathrooms with spray. (k) Brush all furniture and lampshades.

(l) Hoover the carpet. Last look to check the room. All pictures straight, curtains adjusted, telephone cord untangled. Lampshades straight and leaning to the wall. Lamp cords placed properly for safety and appearance. (m) Never go off duty without reporting any room you have not

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been able to clean.

YOUR JOB AND ITS IMPORTANCE

The job of a Hospitality Assistant is to clean a room so that it can be sold again to the guest. If a room is not cleaned it can not be sold to guest. This means a loss to the Hotel. The job of Hospitality Assistant is as important as any other job, in some cases more important than Managers and Housekeepers.

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MASTER KEY AND ITS HANDLING

The Hospitality Assistant also keeps the floor Master key. While is itself is a very important aspect of your job. This key should under no circumstances be given to anybody whether it is a guest or an employee. It a guest request to unlock a room, direct him courteously and politely to the Senior Bell Captain in the Lobby, never leave the floor master key out off your. Check out time is the same as check in time, it is usually 12 NOON in India, but it can be any time i.e. fixed by the Hotel when the charges fee the new day are levied. Depending on the system of the hotel, and the relations between the hotel and the guest the charges for half a day or full day for the period either before or after the said check out time are charged. The charges in the Hotel are based on different systems. (a) 109 E.P. European Plan Room only
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(b) (c)

C.P. Continental Plan Rooms plus Breakfast A.P. American Plan Room with 3 meals included

in the charge. (d) M.A.P. Modified America Plan Room plus

Breakfast any one meal. In hotels where meals are included in the Room charges or in case of Banquets or large parties or Buffet a set Menu for fixed price is called table de hotel. The other way of charges for food is separate for each dish according to your orders A La Carte.

DUTIES OF HOSPITALITY ASSISTANT:

1. Reporting for work: Always be punctual, change in to youre uniform and report in Housekeeping roll. Get your keys and go to your respective floors. 2. Check your Equipment: Before starting your work, make sure your trolley is stocked with the proper amount of supplies for the day.

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3. Check the departure rooms and also look for any make my room cards on the knobs. (Guests wanting service) Card rooms to be cleaned first. 4. Morning occupancy report should be made at 9.00 a.m. Check all the rooms except with the DO NOT DISTURB sign for: a) b) c) d) e) Occupied and slept in Occupied but not used. Vacant room Out of order (Repair) Number of persons in one room

5. Before entering a Guests room a) For the occupancy list, ring the bell once, wait and ring it

again. If there is no response unlock the door slowly and ring the bell again. Should the guest be sleeping. Withdraw quickly from the room. If the guest is awake politely announce H.K. and that you are making the room list. DO NOT RING THE BELL IF THE ROOM HAS A DO NOT DISTURB: SIGN ON or Room is Bauble locked.

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b)

For making up the room follow the same procedure of

ringing the bell. It the guest is sleeping close the door quickly. If he is awake ask him politely. If he would like to have his room cleaned. c) Should you be making a room and guest returns before

your work is finished, always ask him whether he wants you to continue or not. 6. Entering a room: a) Leave the door wide open until your work in the room is

complete. b) Turn on every light, check for fused bulbs and then turn

them off. c) Report ant damages to the room, furniture and

equipment. d) If you find any article in the departure room, report it

immediately it might be possible to return the article to the guest before he leaves. e) Hang any clothing found on the bed, chairs or furniture

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f) g)

Dry the shower curtain in the bathroom. Collect all the soiled linen and other waste from the

bathroom. Scrip the linen from the bed. Shake it thoroughly over the bed to make sure no clothing or other articles are mixed with the linen. Make the bed. h) Check and replace all the writing material and

magazines. i) Open all drawers and clean them. Place the guest

supplies in appropriate drawers. The amount of each item is given on the attached check list as per each Hotel custom. j) Empty all the ashtrays in the waste paper basket, spread

a sheet of old newspaper and empty the waste paper basket on it. Make sure cigarette butts are not burning. Before you wrap the waste in the newspaper, look to see that there are no guest articles in it which may have been dropped there by mistake.

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SYSTEM OF EXCHANGE ROOM LINEN

1. Linen is sent down through the chute. If there is no chute, the house men/room attendants should bring down the linens trolleys whenever they come down for their tea/lunch breaks. 2. The Floor Supervisor should fill up a soiled linen slip and send it down to the laundry. The laundry should tally the daily production with the soiled linen slips whenever there is a discrepancy, in order to reconcile it. 3. Bathrooms, newspaper bags and beside mats should be sent down separately.

FOOD AND BEVERAGES LINEN:

F&B linen should be sorted out separately as napkins, waiters cloth, tray cloth and table cloth by F&B staff, before bringing it inside the laundry. All the small pieces should be made in to 114
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bundles of ten each. 1. The linen room/laundry staff should check the quantity at

random. They should also look for any misuse of linen, any detected misuse of linen should be brought to the notice of the F&B manager before processing and it should be noted down separately.

UNIFORMS:
All the uniforms should be sorted out in the following categories before sending them to the laundry. 1. 2. 3. 4. 5. 6. 7. Kitchen Coats and Aprons Kitchen Trousers White cotton uniforms Color cotton Uniforms Color Terry cotton Uniforms White Terry cotton uniforms Terry wool Uniforms and dry cleaning

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8.

Saris and blouses

PROCEDURES
1.whenever there is discrepancy in the number of items mentioned the guest the Laundry personnel must immediately inform the guest. 2.If there are any undeclared stains or damages on the garment should be processed only after confirming with the guest. 1. Any special instructions should be mentioned on a blackboard in the guest laundry section and should be followed strictly. 2. If there are any stains on the garment which could not be removed, it should be sent back to the guest with a Stain Card. 3. If the valet is unable to pick up or deliver any laundry due to a D.N.D. sign he must place a D.N.D. slip under the door.

THE RELATIONSHIP WITH OTHER DEPARTMENTS

Each department of our Hotel has been established to carry out its 116
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own specialized functions. Yet each is a part of the whole operation and must coordinate its activities with those of all other departments are virtually selfcontained, but by the very nature of its functions the Housekeep ring department dispenses its employee throughout the house.

THE FRONT OFFICE:

Rooms are chief concern of both departments. They must continually exchange information on room status, front Office makes the discrepancy report from the Housekeeping occupancy report. (He Should be very careful in making the list).

THE ENGINEERING DEPARTMENT:

It is housekeeping departments job to inform all mono repairs before major breakdown occurs. They must both combine to have the maintenance done with the least annoyance to the guest.

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THE LAUNDRY DEPARTMENT:

The Hotel has its own laundry. The laundry washes the uniforms of the staff, all kinds of linen and guest linen. Linen bag which is hung on to the maids trolley and when the bag is full, it is emptied outside the linen closet. The linen is later counted and the total quality is noted down and then thrown down the chute, which opens, in to the Laundry. These are then again counted in the laundry by the laundry be the laundry man. Fresh linen is collected against the list, which contains the total number of loonies, sent down the chute. For a steady and efficient flow of linen from the laundry to the Housekeeping and from the housekeeping to laundry, it is essential to properly sort each category of linen size wise and those, which are badly soiled and less, soiled.

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LE MERIDIEN HOTEL AHMEDABAD

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INTRODUCTION
In countries throughout the world, the steady and continual increase in size of tourist and hospitality industries continues. In order to accommodate the world's travelers, the Hotel Industry is also expanding to keep up with the demand. For many people it's the look, design or location that creates the important and lasting impression. However, the Hotel industry is highly people oriented. It is the

effectiveness, efficiency and warmth of these people, which is what creates the lasting impression, and it is these same people who, by their attitude and friendliness, subconsciously attract guest back to the hotel. Very often the first and the last place the guest comes into direct contact with the Hotel is the Front Desk. It is the Front Office,

which forms the basic foundation for the hotel staff and guest relation in the future. Its primary function is the sale of guest

rooms available in the hotel by following a series of preset procedures consisting mainly of reservation followed by

registration and assigning room to customers. 120

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Front Office is termed as the powerhouse of the hotel -It plays a major role in the operations of any Hotel. It is believed that room sale is the most profiting mode of income for the hotel. Revenue collected from the room sales contributes much more than any other departments consisting more than 70 % of the total sales. Thus we see that the primary objective of the front office is to receive the guest, give them a warm welcome, assign them rooms keeping in mind their taste and preferences and be a customer friendly interface between the hotel and the guest. This extremely important department is one of the first points of contact the guest has with the hotel, and leaves a lasting impression on the mind of the guest about the quality and service provided. It is therefore, crucial for all Front Office personnel to be constantly aware of this fact and realize that, in addition to their routine functions, they are also salesmen for their hotel and the other hotels in the group. The Front office is the nerve center of the hotel. It encompasses the Reservations office, the Reception, and Information desks. For most guests, contact with hotel is established even before they

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enter it through the reservations office and this contact with the Front Office is maintained right through their stay check out.

DIFFERENT AREAS OF THE FRONT OFFICE

The main areas of the Front Office at 1. 122 Bell Desk

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2. 3. 4. 5.

Reception. Cashier. Concierge. Reservation

INTERACTION BETWEEN GUEST AND THE HOTEL:

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

Pre-arrival
1. Reservation Office: For reservation of room and assigning pick up for self.

Arrival
1 Reception: For Registration, Room assignment and issuing of keys.

Bell Desk: for Baggage handling and escorting to guest room.

Occupancy
1. Front Desk Cashier: For currency exchange, safe deposits of valuable articles and Maintaining guest accounts. 2. Telephone : For Telephone calls.

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3. 4. 6.

Bell Desk : For transportation and news papers. Concierge : For guest mail and other information. Business Center : For various facilities like 'Board Room, F Email, Fax etc.

Check out
1. 2. Front Office Cashier: For Bill settlement and checkout. Bell Desk : Baggage handling and transportation .

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TYPE OF GUEST ROOMS

To cater to different needs of their customers, Hotels usually provide a variety of accommodation products. In other words, the hotel offers different types of guest rooms for sale, which may vary in sizes, decor or view. In addition to this, Hotels, also supply special types of accommodation for particular type of guests e.g. Executive floors for business people or Suites for VIPs. Rooms can be classified as follows:

1.

Number and size of beds per room

: : : : Room with a single bed.

Single Room Twin Room Double Room Suites

Room with two single beds. Room with one large bed. Rooms with two distinct areas i.e. one for

sleeping and one as a lounge area.

ROOM RATES :
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The Room Rate to the price at which the hotel sells its room :

As

the

guest's

needs

for

accommodation

become

more

sophisticated there is all increase in the variation of room rates. The hotels Room Rate Tariffs may vary according to: Time of the %-car Class of business Services included (eg. meal plans) The purpose of room rate varies and price discounting is to tailor the product as closely as possible to the needs of the market.

EXAMPLE :
If a hotel caters to a high proportion of company personnel, it may offer a special discount of 10-20 % to attract business. The hotel may also offer a discount of 40-50 % to the company during the slack seasons i.e. summer months in India. A Big Hotel offers a large variety of rates for their many different guest, These are : a. Standard Room Rack Rate : The standard rate of the room with no meals, discounts or reductions.

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b. Corporate Rate : The standard rates charged for executive personnel from Business and industrial corporation, who are regular guests. c. Commercial Rate : The rate which is agreed upon by a company / travel agent and the Hotel for all individual room reservation d. Airline Rate : The rate negotiated between the individual Airline and the Hotel, It's based on the volume of business the Hotel gets from the Airline. e. Group Rate: Specific room rate for a group , agreed by Hotel

and group in advance. It's very important for the front office staff to know what is included in the room rate and what is an extra charge.

INTER DEPARTMENTAL CO- ORDINATION

HOUSE KEEPING :
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The co-ordination between these two departments is of very great importance for the running of the. hotel. The reason is that the House Keeping does the up keeping & the cleaning up of the rooms & the Front office does the selling up of the room or we can say that one prepares & the other sells it. House Keeping sends the occupancy report twice daily. . Meanwhile the details-of the rooms are fed into the computer by the House Keeping department. Front Office immediately gets the report on their screen. Arrival of any VIP guest is informed to the -House Keeping well in advance to keep all the VIP amenities in the room, one hour before the guest checks in the room. The room verification report helps in preparing the room discrepancy report also.

FOOD & BEVERAGE SERVICE :

The co-ordination between these two departments is necessary to give the maximum comfort to the guest. Front Office has to inform the Room Service well in advance if there are any special food items to be kept for any. VIP checks ins, for e.g. chocolates,

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complimentary fruit basket, wine etc. The service & the clearance of the welcome drink for any VIP group check in is done by the Room Service staff only. The cash department of the Front Office deals with the payments made by the guests for mini bar, in house restaurants, etc.

FOOD & BEVERAGE PRODUCTION :

Front Office informs the kitchen for the preparation of the welcome drinks well in advance & the kitchen is also informed by the Front Office through the Room Service for any special cake that the guest has asked for.

I.S.D. (COMPUTER CENTRE) :

The Computer Centre has to give the Front Office all the support in the efficient running of the computer systems as the entire hotel is attached to one network. If the Front Office faces problem in any of the running terminals then the I.S.D. rectifies it. 130
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ENGINEERING :
All the guest complaints are given to the concierge which at once informs the engineering departments & it is looked after promptly.

JOB DESCRIPTION

ASSISTANT MANAGER FRONT OFFICE

RESPONSIBILITIES:
To be proactive to the needs of the client. Visibly available in any case. The Lobby guest movement hours. To keep an overall eye on the security, cleanliness.
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 Maintenance of the hotel and uphold employee discipline. To be fully conversant with the hotel operation as whole.

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

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 Maintain close contact with all long stay guests and ensure that they are comfortable during their stay. Handling long stay billing. Follow up on credit card balance approvals and feed the codes in guest billing. Flow up incomplete billing and also on cards that have been declined for further credit. Authorizing bills in hold and clearance of the same. Removal of liquor and stationary from VIPs Departure/no show rooms. Verify Red Flag/Discrepancy reports through Security. Actioning the Scanty Baggage Report. Double checking market segmentation of all arrivals of day. Daily analysis of allowances of the day before the FOM comes in. Authorizes paid outs, allowances and gate passes. On Sundays, holidays and after closing hours acts and receiving manager. the

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 Authorizes liquor amenities. Authorizes wash n change rooms with the knowledge FOM. Authorizes IOUs. Authorizes usage of lockers only if cleared by the FOM/Duty Manager. To read and initial incoming fax & telex messages after office hours & take necessary action. To attend meetings as required. To observe hotel policies & standards at all times. Shift wise gauging of city pressure on sold out dates in o our/other hotels. Reconfirmation of departure dates and timings. Follow up in house departure dates on check in. Checking with FOM in the morning regarding late check outs and extensions and implanting the same through Front Desk Guest, Relations. Maintenance of manual backups at Front Desk of room rack reports, in-house (room wise and alphabetical), guests of

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balance and billing instructions shift wise in case of a system crash. To check and sign registration cards. Sport checks on maintenance of records at the Bell Desk To regularly patrol hotel premises to ensure that fire safety regulations and Health and Safety. Taking rounds of the lobby and being aware of all activities in the areas. Ensures that Security keeps area clean of all unwanted elements/objects. Rounds to be taken to ensure that the drive way & main porch is kept clean of traffic and is always in the most presentable manner. He will ensure that the concerned personnel are stationed outside at all times to welcome guests

arriving/departing from the hotel. Controls Master Keys. Ensures proper functioning of elevators. Handling emergencies arising out of fire, bomb threat, accidents, illness, death and natural calamities. Must be

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absolutely through with laid down procedures pertaining to the handling of the above. Any thefts to be tackles immediately through Security and FOM/EAM immediately briefed. To put forward ideas in the log books where improvements within the hotel may be made. Conducting briefing of Bell Desk/ Reception/ FOC/ Concierge. To constantly check on employees appearance. Participates in training of Front Desk Staff. Authorizes night drop for staff if justified. Internal customer coordination. Handling of GRE desk when she is escorting/ meeting/ greeting guests.

RECEPTION
It plays an important role in the front office setup. This is the first section where the guest comes in contact with a hotel employee. It is located in the Front Office and it deals with 136
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functions, the main one being checking in or alloting rooms for individuals or groups.

When the guest arrives at the hotel, he first approaches the reception counter to give in his name if he has a reservation, If the guest has booked a room in advance then a reservation card with all the details are printed and kept ready.

In the case of a walk-in, the receptionist fills out the registration card and checks the computer for vacant rooms. The receptionist checks up with the assigned rooms report also to ensure that the room allotted is vacant. The key card is filled up and the appropriate key is placed in the card and handed over to the guest. For registration, everything is done on the computer. Hence manual labor is saved on as the guests check in and are billed directly through the computer as the entire hotel operations runs on computer.

A group coordinator always awaits the group to check in. The group leader is then taken to the Bell Desk/Side desk, here the
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group coordinator checks with the rooming list.

The group

coordinator allots the keys along with the key cards. The rooming list is also needed to identify the guest baggage. The bellboys

then carry the baggage up and in this manner a group is checked in. 1.

Morning Shift

As common in all shifts, the morning shift

starts only after handover in which all pending work & information is passed to the next shift including the handover of the cash.

2.

Evening Shift Takes the handover from the morning shift

the cash handover from the guest, then it goes through

including

the arrivals & booking for the day & makes a fresh house position so that the exact number of saleable rooms are available to obtain the maximum revenue from the walk-ins.

4.

Night Shift It starts as it takes handover from the afternoon

shift. After the usual work is done, starts the work of the night shift. For example Does the rack rate i.e. tallying the key rack with the in-house to check for missing keys, sleep outs etc?

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Makes the night room report, checks the key rack for any bill or guest message which has been missed out during the day & does the needful, takes out the house position for the day & at last prepares handover along with the cash handover for the morning shift.

QUALITIES OF FRONT OFFICE STAFF: -

Salesman: - They motivate the guest to spend more on the

various outlets of hotel.

Problem Solvers: - Guests approach the Front office for

help in case they have a problem or complaint. The staffs have to be diplomatic & resourceful to solve the problem at the shortest possible time.

Reference Point: - Guests who want information or want

to pass on information use them for this purpose.

Co-ordination: - Since they are a reference points, the

front office staff are required to co-ordinate with other

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departments, airlines, travel agency & city tour offices to give the guest personalized service.

Image-Builders: -As an extension to their Salesmans role,

front office staff can certainly generate a good image for the establishment in their manner of dressing, their way to

communicate, personal conduct & efficiency

ROOMING LIST

This is like a form, which stays with the group co-coordinator. It is needed during the time of checking in of a group.

It states all the names of the number of people in that group, in the order they want to stay. This means that the type of room whether single, double and triple is mentioned.

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

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FUNCTION PERFORMED DURING ARRIVAL OF A GUEST

Welcome the guest Ascertain room requirements & cross check with the

movement list. Hand over the guest registration Card along with an open to the guest. while the guest is filling up the GRC. Select a vacant clean (VC) room keeping in min-guest choice if any Room is free for the entire duration of stay. Take out the appropriate key from the box and prepare the key card. Ensure that all the details on the G.R.C. are filled in properly. connection released. Feed the G.R.C into the computer. Make entry in the arrival departure register.

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

DEPARTURE FUNCTIONS :

1. When the guest settles their bills the registration card and the keys are given to the reception. 2. Keys are kept back in place. 3. An entry is made in the departure intimation sheet for departments like House keeping. Room Service. Telephone & telex.

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4. Inform the housekeeping over the telephone so that the concerned housekeeper can attend to the departure room. 5. Make entry into the departure register. 6. Write down the date of departure behind the Registration cards aside.

OTHER FUNCTIONS PERFORMED :

RECEIVING MESSAGES : A hotel provides a complex series of

services to guest and in order that all are co-ordinate

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

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

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ROOM CHANGE : In case of room change, a change slip is filled

in. Four copies are prepared. They are for the following

departments: Bill Department copy. Room Service Copy. House Keeping Copy. Telephone copy.

MAINTENANCE : In case of maintenance of anything in the

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

HANDOVER : During the change of shifts the person working has

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

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INTERNAL COMMUNICATION UNIT

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

EXPECTING A CALL/MESSAGE SLIP

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

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Message slip is a type of slip, which is filled up by the receptionist along with the message in case the guest is not available in the hotel.

GUEST REGISTRATION FORM

This particular form is presented to the guest when he checks-in, and it mainly consists of Name, Address Organization, designation, & nationality and in case of a foreigner it contains his passport no. details along with Room no. departure. And the mode of payment. Finally the guest has to sign a declaration that he will release the room by checkout time whatever it is on the departure date. Date of arrival and

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ROOM KEY CARD

Room key Card is issued by the receptionist of the Front office Department to the guest, who checks- in the hotel. It is a card, which is used as a identification card by the guest in the hotel while requesting for the key, signing in the restaurant, bar and on checkout, On one side of the card it contains Name, Room no., rate, arrival & departure and on one side is the different outlets of the hotel along with their timings are given.

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RESERVATION CARD :

A reservation card is one that is filled in at the time of check in. The details extended are :-

1.

NAME OF GUEST.

2.

DESIGNATION AND OCCUPATION OF GUEST

3.

NATIONALITY

4.

DATE AND PLCE OF ISSUE OF PASSPORT.

5.

DURATION OF STAY IN INDIA

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6.

PERMANENT ADDRESS

7.

DATE OF ARRIVAL IN INDIA

8.

ARRIVED FROM

9.

IF EMPLOYED IN INDIA

10. REGISTRATION CERTIFICATE NUMBER

11. DATE AND PLCE OF ISSUE

12. NUMBER OF PERSONS STAYING

13. NEXT DESIGNATION

14. DATE OF ARRIVAL

15. TIME OF ARRIVAL

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16. DATE OF DEPARTURE

17. BILLING INSTRUCTIONS

18. PARTICULARS

CONCIERGE

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

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

Here, the hostess can do reservations in restaurants for the guest. Guidance the tours conducted, plays or movies running in tour for entertainment etc. If any additional item is required and if it is not possible for the housekeeper to provide it, the hospitality department takes over. The Concierge staff should be well versed in their skill of making friends and similiarising themselves with the new guest. It is for this reason that guest history records are mentioned and looked through a special treatment is given to VIPs coming and a person from the hospitality assists the guests right up to their rooms. A pick up coach is also sent to get them safely and comfortably from the hotel.

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CASHIER
The cashier is adjoining the reception and information counter but is situated at the corner. It does not face the entrance through the lobby at the main function is to maintain guest folios. The posting of charges from departmental vouchers to guest bills is carried out here. At check out time the bill/folios are closed by the casher. The Second copy of the registration card of a guest is attached along with his correspondence and is placed here. All the miscellaneous bills are immediately added to the room bill and fed into computer. Apart from this the cashier in in-charge of handling petty cash and to keep safe custody of guest valuables. If valuables are lost in the room then the hotel is responsible for such losses. If a guest wishes to make use of a safety vault, then the cashier issues it and the rent is charged. The Cashier department is important but equally risky as there is an inflow and outflow of lot of money everyday.

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SETTLEMENT OF BILLS

METHODS :

Even through legal tender cash is the only method that customers may utilize to settle their bills there are many other types of payment that hotels willingly receive, all of them will be common to every hotel, but there are more usual payments with which cashiers must be familiar and it is generally up to the policy of the hotels management as to which are taken settlement of a bill.

When dealing with cash the cashier must always keep the amount given in payment separate from the float until the change has been counted back.

Foreign currency is increasingly popular as a mode of payment. In may hotels the payment is intended by cheque which may/will be cashed at the time of registration, the bill may have to be settled 3 153
COMPILED BY: Sonu

or 4 days before the guest leaves in order to guarantee that cheque 13 is cleared.

The second type of cheque that a cashier must know about is the travellers cheque which is a common way in which overseas customers on tourists pay their bills while in another country. Tourists cheques suffer from a problem that they are issued in fixed denomination.

An increasingly popular method of payment being used in many hotels of and restaurant in the credit card, which has really gained popularly in the country.

Apart

from

settlement

of

guest

bills

the

cashier

has

the

responsibility for protecting guest valuables. A system of safety deposit boxes or a separate safe may well be utilized for the safe custody of guest valuables.

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FOREIGN EXCHANGE

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

SAFE DEPOSIT

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

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BILLING INSTRUCTIONS :

Guest can settle their bills directly by cash, credit card, and traveler's checks. Guest also has the facility of charging bills to

their company. Bill can be sent to the company provided it is on the hotels credit list of approved companies.

BILL TO COMPANY/BTC instructions must be received in writing

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

Similarly

for

travel

agents

the

voucher

must

mention

the

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

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Billing letters when received are photocopied. The original copy is sent tot he city ledger for the collection of dues and duplicate is retained with the correspondence.

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

FRONT OFFICE CASH :

Front Office cash is one of the major areas, in the Front Office department. It is the last area that the guest comes in contact

with while leaving the hotel. It deals with the settlement of all the bills of expenses incurred by the guest during the entire stay in the hotel. These bills include the Telephone Charges, Room Charges, Restaurant Charges, Mini bar Charges, & other Miscellaneous Charges.

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DETAILS OF THE WORK PERFORMED :

When a guest checks out, he comes to the Cash department where he deposits the room key. On receiving the key, the cashier first does SPD on the machine i.e. releasing 0 dial facility from the room & check that there are any telephonic charges incurred by the guest. If there are any, he feeds it into the computer. Then he takes out the Guest Registration Card along with the bills & makes print out a final bill from the printer through the computer. The final bill. Is in triplicate. If the guest is paying by Cash then it is OK, & if the guest is settling the bill through the credit card, then the imprint of it will be fixed to the Registration Card. Then the guest signatures are taken on the imprint & his copy along with the First copy of the bill with the guest ( s signature & the PAID stamp on it is given back to the guest in an envelope. Then the Cashier makes a check out slip, which is given to the guest who gives it to the Bell Desk for the clearance of the luggage.

Besides the clearance & settlement of the bills, the exchange of

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foreign currency is also done at the Cash Counter. When the guest comes with the Travelers Cheque /Currency Note (both have different exchange rates), En - Casement Certificate Form is made in triplicate. On this certificate is mentioned the Guest's name, Nationality, Passport No., Foreign currency exchange rate, amount in Indian Currency, Balance (if any), & the guest's signature. The Ist copy of this is given to the guest, the 2nd Copy is deleted from the book & the currency note/TC is attached to it, all the details from it are recorded in the RLM & then the currency along with the copy is sent to the bank. The 3rd copy remains in the book.

CONTROLSHEET: Used to tally the total foreign currency inflow

& total Indian currency given in exchange.

CHECK OUT SLIP: Given to the guest at the time of Check - Out
for his luggage clearance.

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KEY OBSERVATIONS AT THE CASHIER :

THE MICROS :

The micro is another computer system, which is very popular in the hotel food and beverage outlets.

This system is based on a graphical interface and uses a touch screen. All dishes served in a particular have a graphical extension on a touch screen through which the total amount charged is transferred to the main computer.

During the night audit procedure all the bills, which have been signed by the in-house guest, are transferred by the computer system on to their respective folios. It is mainly for this transfer that all computer systems are shut down for two hours in the night.

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This basically involves the conversion of the micros files into fedalio compatible files.

CASH DEPOSIT:
Every evening after the restaurant closes all the cash payments received for 'L-he day are transferred to the Front Office cashier and a receipt is taken for this. At this time all tips received by the restaurant staff that are not in cash i.e. which are signed by the guest on his bill are calculated and given to the restaurant staff by the cashier in return of a petty cash voucher which is kept for records.

FRONT OFFICE ACCOUNTING CYCLE

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There are three important stages in the front accounting cycle these are: Creation of accounts. Maintenance of accounts. Settlement of accounts.

Creation of Accounts:
A guest folio is usually created at the time of his check in. As soon as the guest checks in at The Oberoi New Delhi a folio in his name is created in the computer terminal. Most of the times a house or credit limit may be created.

Maintenance of accounts:
The act of recording the transaction on to the guest folio is called posting. There are two types posting: 1. 2. Credit entry. Debit entry.

Most common Debit Entries:

Room Charges

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 Restaurant Charges Telephone Laundry Use of Other Hotel facilities

Most common Credit entries:

Pre Payment Payment for part of the bill Payment for final settlement

ROLE OF UNIFORM STAFF-

DOORMAN

A Guest gets his first impression about the hotel through the doorman. He is the person who first welcomes guest (s) assists And escorts them on arrival including helping them to load and

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Upload baggage(s) from the vehicles. He looks after the control of traffic of vehicles and safety at the hotel entrance. He also works in liaison with the concierge and bell desk for hiring taxies,valet parking services etc.

The Bell Desk

On Arrival guest luggages is taken in the trolley with the guest to the reception and wait to get the check in procedure completed. Luggage is carried along with the guest to his room. Guest is explained about the fittings facilities in the room. Bell Boy errand

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card(arrival) is taken from reception at the time of carrying the luggage and then filled in and maintained. Arrival departure of the guest is notified in the bell captains control sheet. Scanty baggage guests are marked and the report is signed from the reception (even in case of regular guests.)

THE BELL DESK

Morning newspapers are sorted and banged outside rooms by night shift.

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 Guest is explained about hotel and room facilities including minibar on check up.

Guest baggage handled and carried to rooms in check-ins and removed and brought to lobby for checkouts.

Errand card made for arrivals and departures, and arrival cards given by reception at the time of check in.

Guest mails are mailed, for a specific price.

Maintaining baggage in the luggage room face of cost.

International newspapers received and distributed.

Early morning newspapers are distributed in rooms by the night shift.

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 In house, Room verification and expected arrival report is resigned and newspaper request list completed.

In luggage handling arrival cards are given by reception, which are filled up and maintained. Where as departure cards are made at bell Desk.

Guest luggage is stored in luggage room for which tags are attached to the luggage and receipts given to the guest and the luggage register completed Log book maintained by the shift captains The Bellboys errand card (arrival) is taken before taking the guest to the room. So that, the lobby attendant address the guest by name, If the guest is a regular then the Bell boy escorts him to room and leaves the luggage but incase of a new guest he is explained about the fitting and the facilities to the guest. Guests luggage is stored in the luggage room if the guests request so. The Bell Boy errand (and arrival) is completed for errand cards date wise for each month as records.

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

Luggage Room

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

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Guest special request are satisfied by Bell Boys, like buying some things from market etc. Guest mails are mailed for the guest on some cost. Messages and guest fax distribution is handled by concierge.

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

Housekeeping is notified on the floor that the guest has departed. This department needs to be the most experienced as it involves direct guest handling and mostly the first impression is the last impression. The hierarchy of bell desk is the Senior Captain then Lobby attendant.
COMPILED BY: Sonu

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The newspapers distributed in the hotel are :-

NATIONAL
a. The Times of India b. Indian Express c. Hindustan Times d. DNA e. The ECONOMICS TIMES f. BUSINESS STD

SENIOR BELL CAPTAIN

Primary Function :

He is responsible to the lobby manager for the conduct. Appearance and work performance of the Bell captain and Bell Boys.

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Duties and Responsibilities :

1. Controls movement of Bell captains and bellboys.

2. Ensure proper grooming of his staff.

3. Prepares duty list and allocation of work for the staff.

4. Checks with the reception about scanty baggage (S.B.) check

5. Protects the interest of the guest and of the hotel.

6. Reports irregularities of suspicious persons to the Lobby manager on Duty. 7. Assist the Bell Capital in Peak Period.

8. Checks rooms discrepancy reports.

BELL CAPTAIN

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

Duties & Responsibilities:

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

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8. Through procedure on arrival and Departures. Writing out the L.A.E. cards for departures. 9. To be able to carry out different an errands for the guest and. 10. Proper distribution of newspapers and control thereon. 11. Keeping stock of the equipments, trolleys, and ensuring that they are in working order. 12. Upkeep of the Lobby and Lounge area, reporting to seniors any unload happening. 13. Luggage storage procedure and upkeep of the baggage. Room. 14. Maintaining and keeping the Bulletin Board/function Room board up to date. 15. Looking after V.P.O. charges, keeping postage stamps

available for guest requirements. 16. May be required to take over the duty of bell Boys during peak periods. 17. Any miscellaneous duty assigned by the Lobby manager. 18. Paging the guests Co-ordination with the information and Reception.

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19. Prompt in attending the telephones. Talking precisely and ensuring the telephone is not busy unnecessarily. 20. Keeping and delivering the letter/packets/parcels etc. Brought by outsiders to be given to guests careful handling of fragile items. 21. Vigilant and alert on duty. 22. Always smiling on duty.

ARRIVAL
On check in of the guest, the Bellboy is given on Errand to go and leave the guests belongings in the room. It notes down the date, Attendants name, and guest name room number, Description of baggage.

DEPARTURE

BELL BOY ERRAND CARD

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When a guest is checking out then a departure card is gig van to the bell boy, till the time the bell boy is in the room he also has to check if all the equipment is in perfect cooking order and has no damage. It notes down the attendant Numbers, Date, Room Number, guests Name, clearance from Cashier, reception,

Information.

BACK OFFICE

The Back office generally does all the paper work on a guest arrival. The people in the back office are not constant. The Receptionist from the From Desk come in and do the work, however, there is a telephone operator to handle all calls. The receptionist from the front Desk come in and does the work, however, there is a telephone operator to handle all calls. The receptionist also has to attend calls and give information to the guests; outsiders generally call to ask whether a particular guest is or not as they would like to speak to the party concerned. Then the Receptionist looks up the guest by name menu and checks the guest room number. The guests call up themselves to ask for 175
COMPILED BY: Sonu

information on the hotel, like pool and restaurant timings, the channels for the T.V. and other small details be would want to know.

There is direct dialing from all guests rooms and he need not go through the telephone department. Any messages for the guest are also entered into the computer. Two copies are printed. One is sent to the guest room and the other is kept in his mail and key rack. When a message is entered into the computer. A red light on his telephone shows, telling him to call to get his message. Once he calls his message is deleted. All message for in house guests are deleted by midnight.

When a receptionist checks a guest in on the computer, she does not have much time to enter all the details. So all the passport details and address and the next destination, etc, are all entered into the computer in the back office. Then the registration card is separated from the bard card and it is filled. The bard card is sent to the cashier along with any correspondence from or on behalf of the guest to the hotel, after being checked by the Lobby manager.
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REPORTS
MANY REPORTS ARE PREPARED BY THE RESERVATIONS

There is a whole list of reports to be printed such as : Assigned Rooms Report. Available Rooms Report.

Check out Rooms Report. House use Rooms Report. Occupied Rooms Report. Guest list by Room number. Check in Report. Room charge Report Discrepancy Report Crew Report Missing keys report.

Assigned Rooms Report

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Assigned rooms report is a report of all the rooms, which have been already allocated to the guest by the concierge. The receptionist cannot give these rooms to the other guest.

Available Rooms Report

This report shows all the rooms, which can be given to guests as they are vacant. A fresh available report should be printed as often as possible as there are so many guests who check in and so many who check out.

Check out Rooms Report

This report shows all the rooms that are vacant, but are not yet ready to give guests as the housekeeping department has yet to service them. They make check out rooms available.

Occupied Rooms Report

This report shows all the rooms, which are occupied. This is given to the bellboys every morning for them to issue newspaper.

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RESERVATIONS

Reservations as the name suggest handles reservation of rooms in TOND outstation reservations are taken by the IRS (instant reservations). Reservations are the backbone of Front Office and are supported by Sales & marketing division and Oberoi Centre for Reservations.

Main functions
Accept requests for accommodation Confirm/wait-list/refuse (as per status or instructions) Create a folio for the guest. Maintain correspondence Update/Cancel existing reservations Prepare various month end statistics

Medium of Reservations
Telephone : TEL

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Telex/Cable : Letters Verbal : :

TLX / FAX LTR

Major sources of Reservation

(Business producers TA/DIR/Inter Hotels)

TA DIR TA Dir EMB LHW/LRI/ DER/STR Air

: : : : :

Travel Agents (Local or Foreign) FITs (Free Individual Traveler) Tour Operators Companies Embassies

: :

Hotel Reps. Airline

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GUARANTEED RESERVATION :

A reservation under which the guest will guarantee to pay for the room even if its not used, unless the guest has followed the hotels prearranged cancellation procedure. In return the hotel holds the room till the check out time of the guest. For a guaranteed

reservation, an advance payment is taken from the guest.

NON GUARANTEED RESERVATION

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

At the Oberoi, in case of a non-guaranteed room, the room is held for the guest till 1800 hrs the same day, after which it is released for sale but prior information regarding this policy is always given to the guest.

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MODES OF RESERVATION
The different modes through reservation request are made to the hotel are as follows:

Personally Letters Telephone Telex Fax E-Mail

However most of the times the reservations are made either by Telephone or Fax

HOW TO TAKE A RESERVATION ON THE PHONE

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

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

Processing a Reservation
a. Check under the Guest History (GHD) if we have any prior information on the guest. b. If we do have the above than the folio is created from history (HC). If not then a fresh Guest folio is called up (CGU), check Company Account Directory (CAD) # and fill-up Company Account Directory # on folio. c. The folio is filled in with all the details available and then created on computer by pressing control F2 after doing the needful. 183
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d.

From this point onwards the guests reservations is in a PREREG status till the time the guest checks-in when the status is changed to REG.

e. f. g.

Then create the BT screen for billing instructions, if any. Create the TA screen, if the booking is through a T A. The guest folio # is then written on the reservation correspondence and circled.

h.

The correspondence is the filed date-wise for the present month and month-wise for future months.

Group Reservations
They are done in the same way as for FITs with the following additions: Request for the rooming list at least a fortnight prior to arrival. Special meal plans must be decided before check-in. Billing instructions for breakdown of accounts. Time of arr/dep must be taken down. Normally the passport details are submitted at the time of arrival of the group. 184
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CO-ORDINATION WITH OTHER DEPARTMENTS

Since a hotel works on providing a place, which makes the guest'. Feel homely and comfortable,, thus co-ordination is an essential part of all departments. The

RESERVATION has to co-ordinate with the following departments: TELEX ROOM: For transmitting and receiving information on reservation. EXECUTIVE CENTER: For sending and receiving taxes.

TRAVEL DESK: Arranging for tours and airport transfer.

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COMPUTER ROOM: For generating reports and maintaining all

equipment.

RECEPTION: Status is maintained at the reception and pre

registration is done here.

HOUSE KEEPING: For ascertaining the room position (accurately. FOOD & BEVERAGE OUTLETS: For blocking dinning areas for
groups.

ACCOUNTS: For collection of claims. CITY LEDGER: To follow up on guest bills and to authorize credit. STORES: For requisition of office equipment and stationary.
Types of Rooms KDBL : STWN EXEC : (King Size) One king size double bed : Standard twin twin separate beds.

Executive suites one bedroom + one dining cum drawing room

REGR :

Regular suite one bedroom + one dining cum drawing

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room DELX : Deluxe suite one bedroom cum living room + one drawing cum dining + one guest bathroom + one big bathroom + one working space for Miss-en-place for F & B Service DUPL : Duplex suite split over four rooms on two levels.

LE MERIDIEN HOTEL AHMEDABAD

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INTRODUCTION

Food production or the kitchen is one of the most important departments in hotel. Besides supplying food to the various restaurants in the hotel, it caters to the room services and lounges, the hotel, whose main income is from room service. A substantial amount from the Food & Beverages outside and the food in these places attracts the guest. Therefore, the preparation of good food is very essential. In room service, the prompt carrying out the orders also depends upon the kitchen and its ability to handle orders. The kitchen is divided in to various sections, which contribute to the total preparation of the food items.

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HIERARCHY

Executive chef
*

Sous Chef

Chef De Partie
*

commisI
* CommisII *

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Trainee Commis II
*

Apprentice/Trainee

FOOD PRODUCTION DEPARTMENTS

INDIAN KITCHEN
PANTRY

BAKERY
CHINESE KITCHEN CONTINENTAL KITCHEN

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DUTIES & RESPONSIBILITES OF THE KITCHEN STAFF

1. Executive chef: Is also called head chef. He is the complete in-charge of the whole kitchen, usually introduces new dishes, plans menus & co-ordination with the other kitchen chefs & other departments in hotel. 2. Sous chef: He is next to executive chef & is responsible for kitchen in absence of executive chef. He assists the executive chef in menu planning.

Operational Procedures of the kitchen: - When an order

or K.O.T from the restaurant comes to the kitchen the senior sous chef will order it to its correspondence section where food is prepared, once the food gets ready chef checks the quality & standard of food. Only after their checking the food is sent to the restaurant. The K.O.T is then hooked to a shelf, which is meant for that purpose

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KITCHEN STEWARDING: It is a very important department & it is directly concerned to kitchen. The kitchen stewarding executive directly reports to chief executive chef & works under his supervision in hotel. This department basic job is to maintain cleanliness in hotel. Primarily the storage & issue of cutlery, crockery, hollow ware, chinaware, glassware to the kitchen. On top of this in purchasing of these equipments it plays a important role.

It

is

also

responsible

for

cleaning,

washing & wiping of soiled & used service ware & subsequently furnishing clean items. It also helps & co-ordinates for fumigation job in restaurants & kitchen on periodic basis. Also responsible for garbage disposal, which is also a important job. This department also takes care of upkeep of all kitchen equipments

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INTERDEPARTMENT RELATIONSHIP

F & B Department:

Kitchen provided the F&B outlets with various dishes made as per order of the guest.

Engineering:
It is responsibility of this department to make sure all the machines and walkins are in working condition.

Stores:
The stores provide the department with the dry raw materials which the department uses.

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House Keeping:
All the uniforms of the kitchen Apart staff from is this provided various by the

housekeeping

department.

cleaning

programs and pest control also managed by the department.

PURCHASE DEPARTMENT:

This department buys all the products required from the market also provides the with fresh fruits everyday.

Food Production:
The kitchen of the park follows of a centralized main kitchen with a number of satellite kitchens, each catering to the needs of smaller outlets. Orient blade, The Chinese restaurant strum, caf and Some place else has its own kitchen. Each managed by Senior Chefs working in shifts and a learn team of support staff and trainees. The main

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kitchen having the Indian kitchen, the banquet kitchen, continental kitchen and the Grade Manage and the Bakery. The park does not have a full fledged Bakery and patisseries section is most items are out sourced from Flurry Confectionery a saut concern of the park. Bread loafs, cheese stars, Ginger bead, Brown Bread, Pastries, Sponge cakes, Chocolate Flans, muffins etc. are all brought from Flays Frozen Desserts, Baked Alaska, Bathos, Custards, Fruit Cakes chocolates cakes and however made in house. A modern bakery and pastries are coming up at The park in near true all department has already been purchased.

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INDIAN

Indian section is bubbling with various gravies and bought huge cooking range and hot plate. The basic gravies prepared in this section: 1. 2. 3. 4. Shahi Gravy Red tomato gravy All purpose Butter Chicken.

The popular items prepared hereon:

Matar Paneer Palak Paneer Murg Kalimirch Butter Chicken Dal Maharani

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 Dal Makhani Shahi Paneer Shahi Murg Vegetarian Biryani Chicken Biryani Mutton Pulao Mixed Vegetable etc. Dum Aloo

Also various snack items like paneer & veg. Is prepared in this section.

COOKING METHODS: -

Steaming: Steaming is one of the best cooking methods for fruits & vegetables. Steaming uses water that has been

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converted to gas. The direct application of steam quickly cooks the food 7 at the same time maintains high quality & nutritional level.

Baking: Baking is a dry heat cooking method using hot air it is appropriate for some fruits & vegetables such as potatoes, squash, etc which contains water to form steam.

Frying: Frying is a suitable method particularly for fruits & vegetables that is stir-frying. This cooking method requires high heat, a small amount of oil & less cooking time.

Microwave: A dry method of cooking food & a very fast method. It takes no oil or little oil to cook food 7 thus results in healthy oil less food, which is good for calorie control.

Boiling: A wet method of cooking food, in this the water, which is boiling at 100 C, is used to cook food.

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CHINESE

Specialization:
Chicken Salt and Pepper Prawns Salt and Pepper Cottage Cheese Chilly Chilly Chicken Hakka Noodles Fried Fish Schewan Shredded Lamb Veg Spring Rolls

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HEAVY EQUIPMENT USED IN THE KITCHEN

MIXER WEIGHING SCALE COOKING RANGE TANDOOR DOUGHT MIXING MACHINE ELECTRIC OVEN PROOVER KADAI SLICER SALAMANDER GRINDER REFRIGERATOR GRILLER ELECTRIC DEEP FRYERS

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LIGHT EQUIPMENTS

PEELER JELLY MOULD STEEL BOWL FRYING PAN LIDS BAKING TRAYS ROLLING PIN DEKCHI CHOPPING BOARD FRYING SPOON GRATER PIE DISH

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ALLUMINUM TRAY TAWA WORKING TABLE STEAK HAMMER SIEVE

BAKERY

It is one of the important back areas of the kitchen. Different types of cakes, pastries, cookies, chocolates are made in this section. The bakery section mainly caters for the cakes on buffet sections of different restaurants and also the pastry shop situated at the lobby level The bakery is situated on the pool level. It is divided into three sections: Pastry section Baking section Chocolate section

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The equipment consists of an oven with a max range of 300 F, a machine of proving (which helps the dough to ferment), dough making machines, ice cream machines, a walk-inn, deep freezer (18C)

ORGANIZATION STRUCTURE OF BAKERY

C.P.C | C.D.P | COMMIS 1 | COMMIS 2 | TRAINEE

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PASTRY SECTION sees the preparation of different kinds of

cakes and pastries for pastry shop and banquet parties

BAKING SECTION baking of different cakes and breads CHOCOLATE SECTION sees the preparation of different types
of chocolates.

CONCLUSION

Twenty Two Weeks seemed like a really long period when I first began my Industrial Training but went by ever so quickly and have left me craving for much more. I would have to say that it is an absolutely fabulous part of the curriculum and perhaps will remain the most memorable one. As I got my first real experience of being service personnel in the Hotel, I have now developed passion. Needless to say that this experience was a highly enriching and educative one as I went on from one department to another and met and got the opportunity

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to train under several highly respected senior professionals. I learnt that every individual is different and that every one has something unique to offer. I learnt that every job has its nuances and its value and that no job is superior to the other. I learnt that on needs to constantly improve and improvise. I learnt hat this is just the beginning of a long road ahead full of challenges. But I know that I will be able to run along because I have my foundations firmly built in. It is here that I got the opportunity to continuously introspect and improve as a budding professional and as a human being. I will always look back at the time spent here with fondness and with pride. I cannot but thank all the people who have helped me in several different ways that will go a long way in facilitating the commencement of a wonderful journey.

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