Le Meridien Ahmdabad Trininmg Report

8/4/2019 Le Meridien Ahmdabad Trininmg Report

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INDUSTRIALTRAINING

LE MERIDIEN

HOTEL

AHMEDABAD

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ANNEXURE

PERSONNAL PROFILE

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Name : sonu

REGISTRATION NO . : 520860979

ADDRESS : 3RD A 31, RAKESH MARG,

NEHRU NAGAR, GHAZIABAD

TEL. : 9990305132

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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

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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: Name Sonu

Date: Reg.No: 520860979

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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 External Examiner

ARVIND GAUTAM (Name and Designation)

ACADEMIC DIRECTOR

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 : Sonu

Registration Number : 520860979

Name of the Learning Centre: 3RD A 31, RAKESH

MARG NEHRU NAGAR,

GHAZIABAD

And Centre Code : 07542

Name of the Hotel : 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%

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On time, some organized aspects-just copes,


Occasionally late, disorganized approach,


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 /42

Outstanding in output of work

Gets through a great deal

Output satisfactory

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Does rather less than expected

Output regularly insufficient

TOTAL (out of 420)

Stipend paid: Rs.250 per month

Name of the Appraiser: sonu signature: sonu

Designation of appraiser: Trainee date:

Signature of student: sonu date:

ANNEXURE 2

OJT-Viva Voce, PPT and Report Evaluation Sheet

NAME OF STUDENT :( Sonu) REG.NO.-520860979

S.NO. Particulars on viva voce, ppt and Internal

External

Report evaluation sheet Examiner Examine

A) Report Evaluation Marks Marks

1) Presentation: please consider if the student /10 / 10

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) /10 /10

Please consider if the student has given the

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Entire profile of both the establishment and

department trained in.

3) Layout and equipment used: please consider /10 /1

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 /10 /1

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 /10 /1

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 /20 /20

provided suggestions for improvement which

are practical and enforceable.

A. Total of report evaluation /70 /

B. Total of PPT presentation /40 /4

C. Total of viva-voce /70 /7

Grand total of A,B,and C /180 /180

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Average /180

Consolidated marks obtained as per:

Form 1 = /420

Form 2 = /180

Total marks = /600

Date: signature of internal examiner/LC Faculty: Arvind

Gautam

Date: Signature of external examiner:

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 rivalthe architecture of neighboring kingdoms, the exhilarating city of Ahmadabadwas founded in the year 1411 and today the city boasts a proud and historicarchitectural tradition. Le Mridien Ahmadabad, boasting a panoramic viewof the Sabarmati River, is located at the confluence of the historic Old Cityand 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-hourbasis or without advance request. Fees on certain facilities/services mayapply.

.

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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Le Meridien Ahmedabad boasts the city's only fullyequipped gym, with running machines, steppers, bikesand 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 18feet.

Swimming pool water mixing withchlorine,hypochloride,sodium bisulphate

Features & Activities

Luxuriate in Club Caesars the health club and fitness centre thatcelebrates 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, andJacuzzi. 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 byAir France "to provide a home away from home for its customers." The firstLe 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 inEurope, Africa, the French West Indies, Canada, South America, the MiddleEast 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 inturn was acquired by Granada Group plc in 1996. Through a merger in thesummer of 2000 between Forte's parent company, Granada Group plc, andglobal contract catering giant, Compass Group plc and the subsequentde-merger of the two companies in February 2001 the ownership of theForte Hotel Group and its three brands (Le Mridien, Heritage Hotels andPosthouse Hotels) passed solely to Compass Group.

In May 2001, Nomura International plc announced the acquisition of LeMridien Hotels & Resorts from Compass Group plc for 1.9 billion and LeMridien was merged with Principal Hotels, which was acquired in February2001. In December 2003, Lehman Brothers Holdings acquired the seniordebt of Le Mridien.

In November 2005, the Le Mridien brand and management fee businesswas acquired by Starwood Hotels & Resorts Worldwide, Inc. The leased andowned real estate assets were acquired in a separate deal by a joint venture

formed by Lehman Brothers and Starwood Capital (a company not affiliatedwith 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 revenue-

producing 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

HotelAhmedabad service basically continental , Mexican,

Italian and 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 in-

houseguests , offering breakfast, launch and dinner and in-

between 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 each meal to inspect the

personnel appearance of staff.

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3. To see the correct quality of food served.

Room service Manager

1. He goes through the room service pick up/ clearance file.

2. He checks the movement list sent by the front office.

3. It is his responsibility to see that all special items like

cookies, fruit basket, nut plates and drinks kept in the

rooms.

4. Scheduling the staff.

5. Handling guest complaints

6. 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 LeMeridien Ahmedabad in Ahmedabad is an out of the world experience formany a gourmet. The restaurant offers sumptuous buffet breakfast. Here theguests have to literally tax their brains to come to a conclusion as to whichmouth-watering dishes to choose from the diverse variety of culinarypreparations.

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. Greet the Guest according to the time of day .

2. Check for his table preference and name .

3. Seat the guest .

4. Ashtray Are Required

5. Take the drink and water order .

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6. Present the food menu and explain the specials .

7. Do the beverage and water service

8. serve the starters

9. Check for satisfaction.

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

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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. The Supervisor checks the order

before it goes to the room.

g) Accompaniments of different foods (Indian, Chinese) etc. are

also placed.

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.

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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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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 set-

up 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. Such orders are

referred to as wake up orders

Every morning room Mini Bar is checked for consumption

and replenished. The service personnel notes down each

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 12points in font sizeand

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.

Warning is issued to the person responsible. The description of

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 MeridienAhmedabad in Ahmedabad stands for unmatched comfort where the guestsare pampered by the extremely hospitable and efficient staffs and luxuriouscomfort assumes a new significance. Advantageously located right in theheart of the business district, Le Meridien Ahmedabad in Ahmedabad is alsonot far from popular tourist attractions. Easily accessible from the airport, thehotel commands breathtaking views of the Sabarmati River.

Accommodation in LeMeridien Hotel,Ahmedabad:

The guests at Ahmedabad's Le Meridien Ahmedabad can stay put inelegantly appointed guestrooms that stand for total comfort. The intimateambience 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 inchplasma 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 Then he writes

them down the complaints register and also files in the

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 Register: It gives the maintenance

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

5.Flower 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: Room no./No. of

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

prepared at control desk.

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

housekeepers by executive is written down in this.

12. 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. Long Handle Scrubbing Brush It consists of a long

bamboo attached to a wooden base.

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

used for removal of dust cobweb above stretch level.

e. 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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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

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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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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

houseman working under the supervisor. The houseman are

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. Public area Supervisor .

b. House man.

c. 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. keeps the guest cloaks room spic & span

2. Replenish guest cloak room supplies like :

i. Hand towels.

ii. Face towels

iii. Liquid soaps

iv. Moistrizers.

v. Toilet rolls .

3. 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

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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

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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

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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

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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) Occupied and slept in

b) Occupied but not used

c) Vacant Room

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d) Departure Room

e) Out of order

f) Number of persons in the room

g) 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. Watch out for razor blades when cleaning bathrooms.

4. Carelessly handling furniture there by getting splinters.

5. Be careful and alert of broken glasses on the floors

before cleaning them by hands.

6. Dont leave electric cords for someone trip over.

7. 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. Always be punctual.

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

minutes before your duty or.

3. Always apply for leave.

4. Do not absent yourself from duty.

UNIFORM:

1. Change your uniform daily.

2. Do not come to the floors with dirty. Stained crushed

uniforms.

3. Try to avoid staining your uniforms.

BATHROOM:



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(a) Clean the light fixture.

(b) Clean the shelves and racks with a cloth.

(c) Clean the tub, basin and WC with VIM only.

(d) 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) E.P. European Plan Room only



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(b) C.P. Continental Plan Rooms plus Breakfast

(c) 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) Occupied and slept in

b) Occupied but not used.

c) Vacant room

d) Out of order (Repair)

e) 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

neatly in the wardrobe.



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f) Dry the shower curtain in the bathroom.

g) 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



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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. Kitchen Coats and Aprons

2. Kitchen Trousers

3. White cotton uniforms

4. Color cotton Uniforms

5. Color Terry cotton Uniforms

6. White Terry cotton uniforms

7. 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



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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 self-

contained, 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 lis

Le Meridien Ahmdabad Trininmg Report

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