Trident Gurgaon

INDUSTRIAL TRAINING REPORT

INDUSTRIAL TRAINING REPORT

Submitted to-Amity School of Hospitality, Amity University

Lucknow Campus

Submitted By-Rishu RastogiBHM IVth sem

Enrollment No.: A8028912008

Batch 2012-2015

INDEX

ACKNOWLEDGEMENT

HOTEL OVERVIEW

FRONT OFFICE

FOOD & BEVERAGE SERVICE

FOOD PRODUCTION

ACCOMMODATION

CONCLUSION

ACKNOWLEDGEMENT

With a deep sense of satisfaction and gratitude to Training Manager Ms. Ira Bakshi & all Heads of Departments along with staff members of TRIDENT, GURGAON. I wish to place on records that the training was imparted in a highly congenial atmosphere true to the reputation of TRIDENT, GURGAON has been of immense value to me and it will be my endeavor to put into practice all that I have learnt to sharpen my skills and develop my skills and develop my personality It is because of their ardent and consistent efforts I was able to imbibe so much which was not possible in such short time. The training has helped me to inculcate the right kind of skills, knowledge & attitude to make a career as a successful hotelier.

Rishu Rastogi

KEY EXECUTIVES

Designation

Name President

Mr. Kapil ChopraGeneral Manager

Mr. Nitesh Gandhi Food & Beverage Service Ms. Akansha LambaExecutive Housekeeper Mr. Vipul GuptaExecutive Chef

Chef Sandeep Kalra Front Office Manager

Mr. Arjun BelliyappaHRD Manager

Ms. Alicia Chandy

Training Manager (Executive) Ms. Ira Bakshi 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.

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

The Oberoi Hotel comes under the top ten leading hotels of the World. It is apparently one of the best and also one of the oldest in the country.

HOTEL PARTICULARS:

THE TRIDENT 443, UDYOG VIHAR, PHASE V,

GURGAON,

NATIONAL CAPITAL REGION- 122016,

INDIA.

TELEPHONE: 91-124-2450505

FACSIMILE: 91-124-24506060

E-MAIL:[email protected]

TRIDENT GURGAON is a business hotel with a difference, built in seven acres of beautifully landscaped gardens, this being an imposing yet serene presence, a resort-like ambience characterized by domes, long walkways, inner courtyards, reflection pools and fountains. The hotel has 136 rooms which include a Presidential suite and six Executive suites, facing the garden, courtyards and pools.

REFLECTION OF THE POOLABOUT THE HOTEL

The franchise company of the hotel is M/s Orbit Resorts Ltd., Chandigarh. The total area of the hotel is 7 acres. The main water bodies water capacity is 8 lac litres .The Backlit Mesh Framework is made off hand cut Dholpur stone slabs. The height of the Welcome Pavilion is 8 meters. The trees in the reflection pool are the Frangipani Trees. The hotel has 3 water bodies that is the main water body, swimming pool and the reflection pool. Mr. Lek Bunnag is the architect of the hotel.

The operational hours of the swimming pool is from 0600hrs to 2100hrs.The swimming pool is only for resident guests of the hotel. The timings of the all day dinning restaurant (Cilantro) 6:30Am to 1Am.The timings of the pool bar is 9AM to 8PM.

The buffet timings at Cilantro are-

Breakfast: 0630hrs-1030hrs

Lunch: 1230hrs-1530hrs

Dinner: 1930hrs-2330hrs

The timings of Saffron (Indian Restaurant):

1230 to 1530, Lunch

1930 to 2330, DinnerOpera is the hotel management software used by front office.

The timings of The Bar 0900hrs to 0100hrsACCOMMODATIONSWe have 136 rooms which split into:

1 Presidential Suite

6 Executive Suites

43 Deluxe Rooms

28 Superior Pool View Rooms

58 Superior Garden View Rooms

Different Room Categories Along With Their Area

Superior Garden View Room

: 309sq.ft

Superior Pool View Rooms

: 309sq.ft

Deluxe Rooms

: 388sq.ft

Executive Rooms

: 618sq.ft

Presidential Rooms

: 1557sq.ft

STANDARD ROOMSKing/Twin bedded room with a garden view. All rooms have Wireless Internet access, 2 line phones, mini bars and in-room tea/coffee making facility.

SUITESPool facing suites with a living room, and a walk-in wardrobe. It has butler service, a DVD player, wireless Internet connectivity and 2 line phones.

EXECUTIVE ACCOMMODATIONSLarge room with a walk-in wardrobe, separate shower stall and bathtub, butler service, Wireless Internet access, 2 lie phones and DVD player.

RECREATON & FITNESS

Fitness Room

Pool

GYMNASIUMThe hotel has a fitness centre that is opened from: 0600hrs to 2100hrs. The Gymnasium has state of the art Cardio-Vascular equipment from Techno gym USA.

SPAThe timings of the spa are 0600hrs to 2100hrs. The treatments available at the spa are Spirit of Ayurveda, Oasis of Harmony, and Touch of Serenity. The Spa at the Trident Hilton is a non-clinical Spa offering soothing and relaxing treatments. Services offered at the spa are Massage, Body Treatment, Facial, hand & foot care, and spa packages. The facility of hair cutting, waxing, threading and special treatment is provided to the guest on request.

FOR CHILDREN Baby sitting services

Cribs

High Chairs

FOOD & BEVERAGE OUTLETSCILANTRO

Type of Cuisine:

Food Theatre for all 3 meals, with an array of cold and hot stage options featuring cuisine from the Occident, the Orient and the Americas.

Opening hours:

6:30 am 01:00am

Covers:

64 Seats in the main restaurant and 40 seats in the verandah.

Ambience:

An Interplay of William Grey and Thassos White Marble in the flooring, table tops and food theatre stages.

A combination of high back upholstered chairs and armchairs with fabric seats.SAFFRON

Type of Cuisine:

A selective cull from the greatest culinary traditions of Northern India. A fortnightly rotation of highlights from different regional cuisines of the country such as:

Bengal in the East Kashmir in the far North Andhra Pradesh and Kerala in the south Goa and Gujarat in the west. OPENING HOURS:Lunch 1230 Hrs- 1530 Hrs

Dinner 1930 Hrs- 2330 Hrs

Covers: 42Entertainment:

Live Indian Instrumental Music.

Ambience:

An electric fusion of black granite, gold leaf and thekri work, with golden columns as part of the center feature. Show plates on black runners and ecru table cloths.

THE BAR

Type of Cuisine:

A small selection of finger snacks and a selection of cocktails and wines by the glass.

Opening hours:

9:00 am midnight

Covers: 40Ambience:

Cherry wood parquet flooring, walls finished in Leather and black granite topped tables.

POOL BAR

Type of Cuisine:

Light Snacks and spa cuisine

Opening hours:

10:00am 8:00pm

Covers: 12

Ambience:

Marble counter with a display bar.

KONOMI RESTAURANT

CUISINE JAPANESE

A VENTO BOX IS SERVED TO THE GUEST WITH ALL THE JAPENESE MEALS

Opening Hours:

Lunch 1230 Hrs- 1500 Hrs



DIFFERENT AREAS OF THE FRONT OFFICE

The main areas of the Front Office at The Trident are-

1. Bell Desk

2. Information.

3. Reception.

4. Cashier.

5. Concierge.

6. Reservation

7. Instant Reservation desk.

INTERACTION BETWEEN GUEST AND THE HOTEL:

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

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

2Bell 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.

3. Bell Desk : For transportation and news papers.

4. Concierge : For guest mail and other information.

5.Business Center : For various facilities like 'Board Room, F E-mail, Fax etc.

Check out

1.Front Office Cashier: For Bill settlement and checkout.

2.Bell Desk : Baggage handling and transportation .

JOB DESCRIPTIONS

FRONT OFFICE MANAGER:

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

2. He checks staff attendances, duty rosters, & sanctions leaves.

3. Staff disputes.

4. He deals Guest complaints.

5. He sets the work standards.

6. VVIP & VIPS are treated as per his specifications.

7. Introduction of new systems viz. The instant reservation system needs his consent. He grooms staff in this aspect.

RESERVATIONIST:

1. They should be present all the time in Reservation when is open.

2. They take down reservation request on a form & store them in Whitney racks.

3. They prepare reservation register.

4. They put all the informations in a computer.

5. Reservationists have a tough time attending guest calls, extracting necessary information from them & make the reservation.

6. They make cancellation & amendments.

RECEPTIONIST:

1. The receptionist handles two sections Information & Reception.

2. In reception they greet guests & if they have reservation allot them rooms.

3. Maintains key rack.

4. Prepares guest Registration Form & posts it the registration in the computer.

5. They prepare Night Receptionists Report, Departure Register.

6. They print, Expected arrivals report from the Computer.

CASHIER:

1. Handles the cash section.

2. Prepare Master Bill from Computer & explains it to the guest.

3. Posts individual bills in respective guests folio.

4. Prepares Encashment certificate, Foreign exchange records, etc.

5. Makes Telephone & Telex bill.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 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 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.

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.

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.

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.

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.

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.

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. Date of arrival and 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.

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.

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

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

16. DATE OF DEPARTURE

17. BILLING INSTRUCTIONS

18. PARTICULARS

CONCIERGE

The concierge counter at the Trident is situated alongside the reception counter. They both belong to one counter but are distinctly separated from each other due to sign boards. 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. Guest also demands stamps and they are sold from the information counter itself, but a general rule adopted at the Trident is that no stamps are to be sold to outsiders. So only those staying at the hotel can avail of this facility at the information desk handling of keys message is also done whenever needed. 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. The airport representatives of THE TRIDENT also help in clearing with customs, passport control etc.

The treatment noted out to a guest plays an important role in getting a repeated customer. Hence, the concierge department makes Trident Hotel line up to its mark.

INFRASTRUCTURAL BACK- UP

1. International hotel guides.

2. Travel Guides.

3. Telephone directory.

4. Official airline guides.

5. Card Files.

6. Computer Terminals.

7. Printer.

8. Telephones Lines. Incoming/Outgoing.

9. One touch dialing from guestroom.

10. Atlas.

11. Maps.

12. Brochures of hotel/events.

13. Visa forms.

14. Stationery.

15. Postal Stamps.

16. Yellow Pages.

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 Oberois its 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.

CASHIER

Primary Function :

Responsible for all cash transactions in the Front Office.

Duties & Responsibilities :

1. Handles all hotel cash transactions of the guest

2. Maintain sales Register, and the guest folio

3. Closes guest bill at the time of check-out

4. Prepares luggage slip for the clearing of guest luggage at the time of checkout.

5. Deals with foreign exchange regulations.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 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.

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.

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.

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.

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 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.

CONTROL SHEET: 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.

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. 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.

THE BELL DESK

On Arrival guest luggage 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 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.)

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

Guest is explained about hotel and room facilities including mini-bar 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.

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.

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 ROOMThe 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 is received from the computer room and is helpful in functioning of the bell desk.

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.

INTRODUCTION

Apart from rooms, a hotel derives a large portion of its profits from service of food & beverages. For a hotel essentially to an elite business clientele like the Trident Hilton they assume utmost importance since the occupancy generally remains above average.

Food is provided by, in a hotel, through various service outlets. These service outlets have a specialty, which is so unique that makes them highly competitive and watering.The quality of food and beverage does not vary much in same line restaurants but ultimately the most crucial and most talked about aspect of food and beverage is the service that goes along with it. A not so high quality food can be camouflaged by excellent service but never can bad service be camouflaged by good food. The aim of the operation is to make the guest feel relaxed and at home.

ORGANISATION OF FOOD & BEVERAGE

FOOD & BEVERAGE MANAGER

(ASSISTANT MANAGER FOOD & BEVERAGE

(RESTAURANTS MANAGER)

(SUPERVISORS

(ASSISTANTS

CO-ORDINATING DEPARTMENTSKITCHEN

Garde Manger- To pick up cold preparations, e.g. Salads, galantines and pates buffets of banquets.

Pantry- To pick up sandwiches, fruit platters, fresh juices, individual salad portions.

Hot ranges & Grills- Hot food items such as steaks, chops, etc.

Bakery & Confectionery- to pick up breads, pastries, cookies and ice creams.

Still Room- To pick up hot beverages, e.g. Tea & coffee.

KITCHEN STEWARDING

This department primarily controls the storage, issue and maintenance of service equipment in the restaurants and kitchens. The sanitation and hygiene of the kitchen and its overall maintenance come under this department. It is also responsible for the employees cafeteria.

BARS

The service bar located in the main kitchen dispenses wines, spirits, juices, aerated water and tobacco. The beverage stores are located behind the chefs office in the main kitchen.

STORES

The source from where the steward can pick up supplies of proprietary sauces, stationary, etc. for the restaurant.

HOUSEKEEPING

This department is responsible for the cleanliness, maintenance and the aesthetic beauty of the hotel. It is also the source for uniforms, linen and flowers.

ACCOUNTS DEPARTMENT

a) Restaurant Cashier

Receives all cash and credit payments made for food and

beverage sales in the restaurant and bar. If the guest

signs the bill, the steward may verify his name and

room number by asking the restaurant cashier to check on his computer terminal.

AMENITY PLACEMENT IN ROOM SERVICE

1) All regular rooms get a fruit basket and cookies on a daily basis.

The cover for this is:

(a) Dessert Plate, dinner napkin, fruit fork and knife.

(b) Finger bowl with rose petals placed on a tea saucer

with a doiley paper.

(c) General Managers card.

All items are placed on the coffee table.

2) 06 and 10 suites get a Fruit basket+Cookies+Pralines+a bottle of Marquis du Pampadour or any other bottle of alcoholic beverage as specified by the General Manager.

The cover for this will include:

(a) The Fruit basket covers as above.

(b) If MDP- then 02 Champagne Tulips, coasters and the General Mangers Card.

(c) If any other alcohol (i.e., bottle of Scotch or Wine), place the General Managers card with it.

Fruit basket and cover are placed on the dining table. The Pralines and cookies are kept on the bedside table and the alcohol with glasses etc., on the minibar counter.

3) 01 and 50 suites get a leaf platter with a Fruit basket+ cookies+Pralines+MDP\bottle of alcohol.

The cover and placement are the same as for the Suites 06 and 10.

4) If a regular room is sent any alcohol, it is placed on the TV cabinet or the Minibar counter.

5) A Half Bar whenever sent is placed on the Minibar counter and consists of:

i. Gin

ii. Vodka

iii. Rum

iv. Regular Scotch

6) A Full Bar is placed on the Minibar counter and consists of:

i. Gin

ii. Vodka

iii. Rum

iv. Premium/Regular Scotch

v. Premium/Regular Cognac

vi. Sherry

vii. Campari

viii. Liqueurs- 02 bottles

7) No cover is placed with a Half or Full Bar as glasses and ice are replaced on a daily basis by butler services

8) Most suites have glassware inventory of their own.

BUTLER SERVICE

Butler service, in a hotel, implies highly personalized service, almost on a one-to-one basis. The butler is there to meet the various needs of a very discerning and VIP clientele.

1) Personalized service means recognition, the butler should really get to know his guests personally. He should know their preferences in the food and beverage, how they like their things placed in the room, their routine, etc.

2) Butler service is anticipating needs. The Butler should be able to plan for a guest in advance i.e., order canaps, organize a wine bucket and glasses if the guest is expecting visitors.

3) Butler service is attention to detail. The butlers insistence on repairing small defects in the room, of over-seeing the service of food, of ensuring speedy clearance, are great contributions. The guests slippers at his bedside, and pajamas folded at the foot of the bed in the evening, lend class to the service, as does the newspaper folded on the morning tea tray.

4) Butler service is assistance in every possible way from getting his stamps to organizing a sight-seeing tour or suggesting where he can buy flowers for his hostess before he goes out for dinner.

5) Knowledge of city/sights/India/Oberoi chain.

Butler service is a service which is very costly for the hotel, so it is upto the butler to make a name for himself and his hotel, for providing the guest with attention to detail beyond his expectation.

ROOM SERVICE

1) Parent department.

2) Fruits and flowers.

3) Amenities, premium bar, full bar, regular bar,

chocolates and cookies, cake and champagne, long stay

amenities.

4) Food and Beverage orders.

5) Handling complaints.

6) Clearance of rooms.

7) Table reservation.

8) Information regarding likes and dislikes.

9) Packing of picnic snacks, meals, etc.

FOOD AND BEVERAGE CONTROL

1) Minibar procedures and inventories.

2) Beverage stores follow up.

RESTAURANTS

CILANTRO

Type of Cuisine:

Food Theatre for all 3 meals, with an array of cold and hot stage options featuring cuisine from the Occident, the Orient and the Americas.

Opening hours:

6:30 am 01:00am

Covers:

64 Seats in the main restaurant and 40 seats in the verandah.

Ambience:

An Interplay of William Grey and Thassos White Marble in the flooring, table tops and food theatre stages.

A combination of high back upholstered chairs and armchairs with fabric seats.

SAFFRON

TYPE OF CUISINE:A selective cull from the greatest culinary traditions of Northern India. A fortnightly rotation of highlights from different regional cuisines of the country such as:

Bengal in the East Kashmir in the far North Andhra Pradesh and Kerala in the south Goa and Gujarat in the west. Opening Hours:

Lunch 1230 Hrs- 1530 Hrs



Live Indian Instrumental Music.

Ambience:

An electric fusion of black granite, gold leaf and thekri work, with golden columns as part of the center feature. Show plates on black runners and ecru table cloths.

THE BAR

TYPE OF CUISINE:A small selection of finger snacks and a selection of cocktails and wines by the glass.

Opening hours:

09:00 am midnight

Covers: 40Ambience:

Cherry wood parquet flooring, walls finished in Leather and black granite topped tables.

POOL BAR

TYPE OF CUISINE:Light Snacks and spa cuisine

Opening hours:

10:00am 8:00pm

Covers: 12

Ambience:

Marble counter with a display bar.

BANQUETS

NARMADA

KAVERI

GODAVARI

YAMUNA

FUNCTIONS

Breakfast

:Early Morning- 10.00AM

Conference/Lunch :8.30AM 5.30PM

Lunch

:12Noon 3.00PM

Hi-Tea

:3.00PM 6.00PM

Cocktails

:7.00PM 9.00PM

Cocktail/Dinner

:7.30PM Onwards

Exhibitions/Displays :Usually 24 hours

BRIEF ON BANQUETS

1) All banqueting areas are sold in two sessions:

Morning: 8.30AM 5.30PM

Evening: 7.00PM Onwards

2) A minimum guarantee of 20 persons is charged for all meals.

3) Rental is charged for banquet venue if no meal is consumed.

4) Rental and minimum guaranteed persons is charged for, should the banquet venue be reserved on 24 hour basis.

5)

Conference package includes lunch/hi-tea and two services of tea/coffee with assorted cookies.

6) Pads with pencils, flipchart board with charts and marker, whiteboard with marker, a conference kit for speaker, lectern with microphone or collar microphone, wooden pointer, registration table, dais for head table, mints and small table flower arrangements are provided as conference aids.

7) audiovisual equipment, photocopy, translation facilities, banners/backdrops, stage, etc. are organized through regular contractors and charged to the guest.

8) Outdoor catering are undertaken after checking and reconfirming all internal reservations on that day. Approval of Executive Assistant Manager (Food & Beverage) is taken, if necessary.

9) 25% outdoor catering charge is levied on the basic rate for all outdoor catering and transportation charge of Rs.3500/- is charged. Tent house equipment are charged extra as per actual requirement/order.

10) Ice carvings or jelly logos (in-house facility) are committed only after prior approval from kitchen. The same may/ may not be charged according to profile of function.

11) Bottle rates are charged for all beverages.

12) L-20 (Liquor License for Banquets) fee is charged for all guests

irrespective of number of guests or venue (either rooftop or lobby level).

13) Minimum liquor consumption from hotel is shown in all functions where guests are permitted to get their own liquor.

14) Corkage is charged when guests supply their own liquor.

Themes as per guests requirements can be specially catered.

15) Banquet Function Contract is signed for all functions.

16) Credit is extended only to those companies who feature on the centralized credit list as circulated by Financial Controller.

17) Direct payment by cash, credit card or cheque is collected from individuals/companies who do not feature on the credit list.

18) Advance is to be collected from all companies/individuals who do not feature on the credit list.

19) Snacks are to be charged extra for all Dinner/Lunch functions. Per dozen rates would apply for the same.

IN ROOM DINING

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.

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 (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.

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.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 Main Kitchen or any other F&B outlet.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.

INTRODUCTION

Hotels are justly proud of their reputation for fine cuisine and elegant dining. Food production is an integral part of the services of the hotel. When the guest arrives at the hotel he not only expects a comfortable and relaxed stay , but he also expects good food of the highest possible standards Especially in today's times with growing competition it is very essential that the hotel tries to provides as many food outlets to the guest serving various kinds of quality cuisine.

Nowadays the restaurants not only provide services to the in-house guests but also to the local guests and the recognized patrons. In fact many of the hotels are famed by their food outlets and their chefs. A good example of this fact is the famous Thai cuisine restaurant at the Oberoi's the 'Baan Thai' whose chef is a well renowned person from Thailand. Although at the Oberoi's more importance is given to the rooms rather than the food production, it cannot be denied that the various restaurants do a lot of business and thereby generate a good amount of revenue for the hotel.

Food production is the conversion of food from the raw to the palatable state. It is no longer a profession concealed in mystery like the secrets of the ancients. The great wealth of food knowledge and most of the secrets are available easily today with its formula. There are principles, procedures and techniques in food production just as there are in other fields.

Food production is a respect to the connoisseurs of food who have been passing techniques and styles of cooking from generation to generation. It is due to this fact that food production has developed to the advanced form it portrays today. Even for achieving the goals of profit, emphasis is not only on quality of food and techniques of preparation but also on hygiene ' 'nutrition., satisfaction, and economy to a customer, at the Oberois there are six restaurants and room service available for providing service to the guests. For the functioning of these outlets there are a series of kitchen provided. Although these entire kitchens were not covered during our training period the following were provided to us for the same.

ORGANIZATION CHART

Executive chef

Sr. Sous chef

MAIN KIT. BAKERY GARDE MANGER BUTCHER SATELLITEKIT.

Master Master Chef de partie Chef de partie Master Craftsman Craftsman Craftsman

Chef de partie Chef de partie Commis I Commis I Chef dePartie

Commis I Commis I Commis II Commis II Demi-

Chef de partie

Commis II Commis II Commis III Commis III Commis I

Commis III Commis III Apprentice Apprentice Commis II

Trainees Trainees Trainees Trainees CommisIII

/Apprentices /Apprentices /Apprentices

The above chart shows only reporting duties and these are all inter linked.

JOB DESCRIPTIONS

KITCHEN EXECUTIVE

Responsible to : Executive Chef

Responsible for : Kitchen Section

Duties & Responsibilities:

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

2.Ensures that prescribed recipes and standards are followed.

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

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

5.Attend the morning meetings and perform administrative duties for the section.

6.Prepares the duty roasters.

7.Authorizes all the formats like requisition, transfers etc.

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

SOUS CHEF

Responsible to : Master Craftsman

Responsible for : Chefs working under him


The sous chef is responsible for his particular department which may vary e.g. pastry, garde manger. He issues a duty Register for his department and hands over duty sand responsibilities for the staff working under him.

The sous chef is answerable to the executive chef and he has to keep the functioning of his particular department up to date. He sanctions overtime and leave for the personnel in his department.

The employee disputes of a minor nature regarding day- to - day operations are dealt with by the sous-chef.

COMMIES:

Responsible to : Kitchen Executive

Responsible for: Apprentices


I. Maintain overall cleanliness.

2.Prepares the food dishes.

3.Responsible for proper usage of raw materials and equipments.

4.Ensures proper storage of raw materials.

5. Ensures the store kick-up is proper.

APPRENTICE COOKS

Responsible to : Master Craftsman


The apprentice cooks are on the induction level as they have to develop their knowledge about the basics of cookery.

As apprentice cooks, their main objective is to help out, learn and be observant at all times.

Most of the times, they are handed over with tasks like cleaning, cutting and doing mis-en-place.

UTILITY WORKERS

Mazdoors are blue-collar laborers and their main task is of cleaning the kitchen, thus maintaining cleanliness at all times.

The traulsens and walk-ins being a part of the kitchen, they are also cleaned by the Mazdoors.

The dirty dishes and vessels are also cleaned by the Mazdoors.

THE KITCHEN SUBDIVISIONS

In the hotel, they use the decentralized system of kitchen functioning though in some places centralized system is used. The main sections of the food production department are:

1. MAIN KITCHEN: This section of the kitchen is divided into 3 sub section as following:

a.Soup Section

b.Hot Range (continental)

c.Indian Kitchen

This section mainly serves to outlets as room service,

La Rochelle, Coffee shop, Banquets.

2. GARDEMANGER: This section deals with the cold meat and food for the department. It serves to all the outlets of the hotel such as Butlers Pantry, Room Service, Coffee Shop, La Rochelle, other sections of the kitchen etc. It is a decentralized kitchen working 24 HRS.

3. BAKERY: This is the section of the kitchen working continuously and producing high quality Cakes, Pastries, Desserts, Breads rolls etc. It is a decentralized kitchen working 24 HRS.

4. BUTCHERY: Butchery in hotel terminology is also called "Meat Fabrication" as it is involved in changing the form of meat, poultry, fish etc. from unclean and large chunks to clean and appropriate sizes as required for various purposes.

5. COFFEE SHOP KITCHEN: This kitchen serves all the continental dishes on the menu 24 hrs- a day.

6. SPECIALTY KITCHENS: These are the kitchen solely working for the restaurants they are attached to. These kitchens produce only the type of cuisine offered by the restaurants. The kitchens work on break shift basis except for North West Frontier cuisine kitchen as it involves a great deal of cooking over a long period of time.

REQUISITION AND INDENTING:

Everyday each section of the Kitchen prepares a requesting for all the materials needed for the next day. The requisition for grocery, perishables and Butchery items are made separately because they are manned by different personnel. All the requisitions after being are made are sent to the Chefs office, who approves after carefully going through it. He takes into account:

a.The stock of items kept in cold walk-ins.

b.The presently available resources.

c.The food cost percentage.

d.The function of the day.

As explained earlier, every section does this process to meet the next days requirement. The Gardemanger section does the above process by the help of CDP and the daily indent would consist of:

INDIAN KITCHEN

This section is the main kitchen which is responsible for the preparation of all Indian dishes. It caters to the requirements of Coffee Shop, La Rochelle, Room Service and Banquets. The kitchen is divided into 3 parts,

1.A la carte and tandoor section

2.Halwai section

3.Banquet section

A la carte section: this section responsible for the preparation of the dishes on the menu of coffee shop and room service and is also responsible for the preparation of the lunch buffet for La Rochelle. The section is further divided into south Indian section and Indian section .

Tandoor section: This section is responsible for the preparation of the all Tandoor items. Its basic function of the morning includes supply of breads to La Rochelle.

Halwai section: This section is involved in the preparation -of all Indian sweets whether hot or cold. All the dishes are prepared by the Halwai for a la carte menu as well as banquet parties and kept in the cold storage under lock and key.

Banquet section: This sections primary job is bulk production of food. This section prepares food for banquet functions as per the function prospectus.

The Indian kitchen can also be broadly classified on the basis of its functions:

SECTION

FUNCTION

Dispensing dessert.

Pantry

lassi (sweet & salted)

Salads, raita, curd etc.

Halwai

Indian desserts in the menu are

prepared here.

Curry section

Makhanis, Kormas, dals, etc Tandoori Section Tandoori items including roti etc.

Rice Section

Biryanis, pullao, are prepared here

South Indian Section

Idlis, Dosas are prepared.

Back Area

Used for mis-en-place,

quantity cooking for banquets etc.

SHIFT TIMINGS:The kitchen works on two shift except for one cook working in the night shift in the A la carte section because of coffee shop order.

Morning Shift: 0700 HRS - 1600 HRS

Evening Shift

: 1500 HRS - 0000 HRS

Night shift

: 2200 HRS - 0700 HRS

The number of people working in each shift (morning and evening shift) is seven.

IMPORTANT OBSERVATIONS

The kitchen also has a South Indian section for the preparation of dosas uttpams, idli, etc.

The tandoor section has two tandoors for tikkas and for chappaties, naans, paranthas, etc.

Most of the meat items are marinated well in advance and kept in the walk in.

The section handling banquets is situated away from the a la carte area to avoid confusion.

The food is cooked to semi-cooked stage a day in advance.

Chopped coriander leaves goes as a garnish for most dishes.

Banquet style of cooking is quite different from a la carte.

There is a hot rays counter for pick-up of dishes

There is extensive use of masalas and dried herb powder.

Pappad and laccha onions go as standard accompaniments.

The wet gravy paste is prepared in the large wet grinder.

The chef in-charge generally does a break shift to control both shifts.

A little extra should always be maintained to avoid cutting a sorry figure at the last moment.

The staff works in good harmony with each other,

The kitchen caters to room service, coffee shop and the banquets.

EQUIPMENT USED IN INDIAN KITCHEN

NAME

FUNCTION

High pressure Burners

cooking of food

Hot plate

for preparation of dosa and slow cooking

Traulsen

for storing of perishable products.

Masala grinder

for making pastes, masalas etc.

Steamer

for cooking and boiling

Mixie

for making pastes, masalas on small scale.

Clay tandoor

for preparation of tandoori items.

FORMATS & REGISTER'S USED

Name

Function

Given to

Kitchen TransferUsed for

Concerned

inter Kitchen Kitchen section

exchange.

Store-Room

Used for

1st copy stores,

Requisition getting items

2nd F&B controls

3rd book copy

Leave Card

For getting

kept in chefs

Leaves/holidays office. Sent to

Personnel

Department

Function

Gives Information

All Concerned

Prospectus

for Banquets

sections of

Kitchen

TANDOOR:

Mis-en-Place

Seasoning

Garnish

Marinated

Garam Masala

Onion rings

Murgh Malai

Chilly powder

sliced cucumber

Marinated prawn turmeric powder

Kalonji

Marinated tandoori Jeera Powder

Black onion

Chicken Minced Kasuri methi

Desi ghee

Black Salt

Ajwain

Egg

Tandoor is a very important and busy section as it provides the Indian breads and the tandoori in this section two tandoor are fixed which are made of clay, one service counter and one in table is provided. The various types of Indian breads are;

Kulcha Paratha

Khasta roti

Pudina paratha

Methi Paratha

Naan

Masala kulcha

Roomali Roti

BAKERY

The bakery consists of a twin room enclosure called the confectionery and the bakery (The place where all the baking is done) with its own walk-in and deep freeze. It is the place where the preparation of Cakes, Breads, Pastries, and Tarts etc takes place. It provides a large variety of desserts and beverages for the benefit of the guest. Its sales are done through its outlet christened 'THE GOURMET SHOP'. It is a guests delight to be in the outlet which brings into combination one of the best products with the hospitality of the staff at work. The bakery provides service to Coffee shop, Room service, La Rochelle, Butler pantry, Banquets, Pastry shop & all specialty kitchens.

SHIFT TIMINGS:

The Bakery is a 24 hrs operational department working in three shifts to cope up with the work load.

MORNING SHIFT 0700 HRS - 1600 HRS.

EVENING SHIFT 1500 HRS - 0000 HRS.

NIGHT SHIFT 2200 HRS - 0700 HRS.

The number of staff working in Morning Shift is 9 and- evening shift is 5

OBSERVATIONS :

The bakery is divided into a baking room, pastry area, puff area, and a Gateau area.

It also has an ad ascent chocolate room for chocolates and pralines. Cakes of various types including special orders with written messages are prepared here.

All the breads, pastries, muffins etc are prepared in the night.

The bakery section has various types of imported flours required for breads.

The bakery has its own pot wash.

Each bread and pastry has a set decor and its picture is set up to get required shape.

The bakerys cold storage is used to store perishable items like the dough, prepared pastries, cream, milk, butter etc.

The deep freezer is used to store hotel-made ice-creams, mousses, etc.

The oven has hot air jets and is of rotatory rack- type.

The general basis of requisition in the bakery is that; generally the stores for one- two days is taken in advance.

Hard liqueurs like rum, tequila, whisky, etc are also used to add flavors to some of the preparations.

The main icings made are :

1.Royal Icing : Egg white and icing sugar beaten to a peak.

2.Butter Icing : Butter and cream are whisked together.

3. Fondant Icing : Icing sugar and water. If fondant icing

needs to be in chocolate, then cocoa powder is added.

4. Vanilla Cream icing : Cream and Sugar are whisked.

5.Truffle Icing: Chocolate and milk are whisked.

6. Chocolate Icing : Vanilla cream and chocolate.

PUFF SECTION

The Puff Section consists of a big rolling machine to roll out the dough. The dough may be needed for Danish pastries, pralines, savory dough, flan dough, beaches, volt au vents or cheese sticks etc.

There are two main types of doughs used via :

1.Savory Dough.

2.Puff/Flaky Dough.

Out of these, they are molded into tarts or botches or volt au vents, filled in with choice fillings and sent up for sale.

CONTINENTAL KITCHEN

As the name clearly indicates, it is responsible for the preparation of all continental dishes and their service to outlets such as La Rochelle, Room service and the banquets. This section is divided into 2 parts.

1.Soup Section.

2.Hot Range.

1. Soup Section: This is the section preparing all types of soups for all banquet functions and restaurants. The section has one chef working, who prepares all the soups. Everyday about 7-8 soups are prepared excluding the party soups and the quantity produced is 150 cups of each soup daily. This section also prepares stocks of different type for use in soup section as well in any other part of kitchen as required. The section gets the raw materials en daily requisition basis to stores and butchery. The soup prepared everyday includes

Mulligatawny SoupCream of Tomato soup

Tomato Shorba SoupCream of Leafy Spinach soup

Cream of Mushroom soupSeasonal soups

2. Hot Range: This section of the main kitchen is responsible for preparation of food for the restaurant buffets in the morning and a la carte menu to the restaurants in the evening. It is further divided into the following.

Vegetable section

Grill section

range section

Saucier section

Pantry section

Shift Timing:

Morning Shift :0700 HRS 1600 HRS

Evening Shift

:1500 HRS 0000 HRS

GARDEMANGER

The Garde Manger or the Cold Kitchen is the place where all carvings and displays are carried out. Here the staff is skillful and the work done is very different from the other Kitchens.

Various salad displays, fruit displays, meat platter displays in a decorative and fancy manner are done to improve the image and the standard of the hotel. Fancy carvings and decorative displays are always liked by the guests.

The total strength of the kitchen comprises of 7 people. The Garde Manger is a small kitchen with one walk-in cooler and one traulsen. It is located right beside the Pastry Kitchen and is not far from the Main Kitchen. Here the items and displays would be made according to the party sheet. It mainly caters to parties and buffets. The daily timings are from 0700 hours to 1700 hours. Canaps, sandwiches and similar items are also made.

SHIFT TIMINGS:

There is only one shift as the kitchen caters to buffets and parties for which preparations are always done in advance.

The Garde Manger section does not have a kitchen executive and is headed by two chefs de parties and one commis I followed by cooks and apprentices.

ORGANIZATIONAL STRUCTURE

Chef de partie

Commis I

Commis II

Apprentice/trainees

Duties and Responsibilities:

Pick up the stores,

Open and set the kitchen for function.

Cross check the function prospects.

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

Prepare cold meat platters, canap platters for outlets.

Prepare dressing and garnishes for the salad buffets.

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

Preparing for next days breakfast fruit platters.

Other related functions:

1.It prepares classical canap6s for the banquet functions.

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

INTER DEPARTMENTAL RELATIONSHIP

The Kitchen has a direct relationship with the following departments:

F & B outlets

It has been already discussed how the kitchen is related to the F&B outlets. (The outlets sell what the kitchen provides) the intimate relationship makes the earning & maximization objective of the F & B department, a reality.

Kitchen Stewarding

Stewarding serves the kitchen in the following ways:

Cleaning of kitchen areas thus ensuring proper hygienic standards.

Cleaning kitchen utensils.

Reporting possible faults in kitchen area & machinery to the Engineering and maintenance department.

House-keeping department:

For uniform.

Other Operations:

Kitchen staff and kitchen stewarding department jointly run the staff cafeteria.

INTRODUCTION

The housekeeping department is an important organization, which looks after the welfare of the guest. A tidy well kept room and clean, aesthetically appealing surroundings affect the guest greatly. The image of the hotel and its name is greatly heightened if the guest is pleased and is satisfied that hes got his moneys worth in terms of service and treatment.

Housekeeping as the name suggests refers to keeping of the house and includes all those factors that lead to the comfort, cleanliness and service of the people occupying that particular house. The main objective of the department is to improve and maintain the sale appeal of rooms by making the guest feel happy and relaxed. The personal effort the housekeeping department makes in giving a guest a desirable room has a direct bearing on the guests experience in a hotel.

The housekeeping department looks after the cleanliness and well being of the entire hotel. Public areas are very important as they reflect the image of the hotel on a potential guest or a repeated customer. It coordinates with different departments of the hotel to function effectively and efficiently. The department has its staff spread on all floors as well as public areas along with housekeepers, floor supervisors, room boys and housemen. Apart from rooms and public areas the housekeeping department takes care of various other areas as well. They are: -

Linen room

Uniform room

Laundry

Flower room

Lost and found

Key control

Housekeeping Control Desk

It is a vast department that is shown section wise in the following pages.

ORGANIZATIONAL STRUCTURE OF HOUSEKEEPINGExecutive housekeeper

(Assistant executive housekeeper

(

Floor supervisor public area supervisor linen room supervisor

(

(

(Room attendants general workers tailor

(

(

(

PUBLIC AREAS

It is said that the first impression is the last impression and it is not more apt than in a hotel. The lobby is the first glimpse that a guest gets of the hotel.

Not only the lobby but also all areas in front of the guest are the responsibility of the housekeeping department like the floors, restaurants, cloakrooms, swimming pool and all other areas of guest contact. The aesthetic upkeep, cleaning and maintenance of these areas are the duties of the housekeeping staff. Thus they must look their best at all times.

The cleaning of the public area is generally carried out in the night, as it will cause least amount of disturbance to the guest due to the noisy and heavy equipment used.

LINEN ROOM AND UNIFORM ROOM

The linen room is situated alongside the laundry and the housekeeping desk. This area is responsible for storage, inventory and control of linen used in the hotel. The uniform room is a part of the linen room and it supplies uniforms to all the employees of the hotel. There are two linen room supervisors.

LAUNDRY

Laundry is situated next to the linen room and has a connecting window. The Laundry provides clean linen to the linen room in exchange for dirty linen. It has a separate section for guest clothes and a separate section for employee uniforms and hotel linen.

FLOWER ROOM

This area deals with all flower arrangements used in the hotel and maintenance of the hotel gardens. Flowers add a touch of warmth and welcome and hence are used in all areas of guest contact.

LOST AND FOUND

Any article left behind by a guest is deposited at housekeeping desk, which is then entered in the lost and found register. This entry is made with details such as date, description, name of guest, room #, finders name, clock no., etc.

KEY CONTROL

The housekeeping department has the maximum number of keys and to ensure the security of the property and safety of the guests it is necessary to have strict control over the keys.

RESPONSIBILITIES OF HOUSEKEEPING DEPARTMENT

The main responsibility of this department is the smooth running of the hotel by maintaining and servicing guest rooms, corridors, elevators, other service and public areas along with linen, furnishings, carpets, etc. Its other functions are: -

Staff training

Organization and coordination of companys policies.

Guest laundry and dry-cleaning

In house laundry

Horticulture

Linen room functioning

Staff uniforms

Lost and found

Maintaining inventories and other records

Purchase of cleaning equipment and other agents

Carpets

Renewal of upholstery, furnishing linen

Budgeting

Recruitment of new staff

Dealing with guest queries and complaintsJOB DESCRIPTIONS

EXECUTIVE HOUSEKEEPER

The term housekeeper is usually used for one who is responsible for the housekeeping. The executive housekeeper is senior most in authority and is responsible for the staff and the work in the department. She must have sound technical knowledge and keep up with the latest developments in the industry. She should be an able manager and be able to conceptualize and execute plans. Her duties include: -

Attending the daily morning meeting with all departmental heads.

Take a round of all the public areas in the hotel.

Prepare the annual department budget with the help of assistant executive housekeeper.

Co-ordinates with all other departments for the effective and efficient work.

Check the V.V.I.P rooms for upkeep, cleanliness and aesthetic appearance.

Requisition of guestrooms cleaning supplies, cleaning materials etc.

ASSISTANT EXECUTIVE HOUSEKEEPER

In the absence of the executive housekeeper the assistant executive housekeeper performs her duties.

Placement of staff on day-to-day basis, checks grooming standards of staff when they report for duty.

Issue of passkeys and maintenance of key register.

Preparing duty rosters of all housekeeping staff including work schedules, shifts, leave sanctions.

Responsible for keys of the lost and found cupboard, claims for the articles must go through her.

She has to daily check the V.V.I.P, V.I.P rooms.

She deals with Guest complaints of minor nature at the floor level.

She deals with employees disputes of a minor nature regarding day-to-day operation.

She has to take the round of public areas at least once a day.

Stock registers pertaining to rooms linen; she looks after furniture. Inventory done along with floor supervisor is done once a month in case of linen and for furniture and fixtures once a year.

Co-ordinates with all the other departments for the effective and efficient working.

PUBLIC AREA SUPERVISOR

Responsible for allocation of work to the staff on daily basis.

Responsible for the inceptor of proper cleaning being carried out in various public areas.

To maintain a regular and complete advance schedule of renovation of public areas in consultation with the Executive housekeeper or the Assistant Executive housekeeper.

Coordinates with the Engineering department for day t day work in public areas.

Coordinates with the florist for the flower arrangements in various public areas.

Direct the staff for the thorough weekly cleaning schedule everyday.

Provide on the job training for the trainees and new recruits and also fill in performance appraisals for the staff.

FLOOR SUPERVISOR

Allocate the staff according to the capabilities of every person as well as the workload.

Briefing, attendance and grooming check of all the room attendants and floor houseman. Coordinates with the front office to get the VIP arrivals and also to show departure rooms.

Check for VIP amenities to be kept in the room.

Prepare the housekeepers report from the individual room attendants report and send to the housekeeping desk.

To ensure that lost and found articles are properly recorded as well as well as handed over to the desk.

Issue the supplies to the room attendants on start of shift and receive the remainder at the end.

AFTERNOON SHIFTS:

In the afternoon shift, there exists just one executive for the public areas as well as floors. The duty involves the checking of the public areas as well as rooms. Coordinate with maintenance for the rooms as well as public areas. Coordinate with front office for all VIP arrivals and departure and also for the housekeepers report for the shift.

DESK SUPERVISORS

Center of communication between reception and floor level conveys departure room numbers from reception to floor level to reception via telephone paging system. Handles guest requests like extra soap, razors, linen, shoe polish, etc. These items are kept with the desk supervisor. Handles Lost and Found; registers all lost and found brought down by the floor supervisor and stores them.

Prepares a report on the future requirements using the housekeeping stores par stock.

Maintenance slips: Floor supervisor conveys the message to her.

HOUSEMAN

Cleaning of banquet and public areas. Transporting of linen and stores and supplying of extra beds and cots. They also perform functions of butlers, i.e., supplying of fruits and bottled water in the rooms. They take care of the mini bar as well. Housemen take care of work that requires handling of heavy machinery like carpet shampooing, floor scrubbing, carpeting etc.ROOM ATTENDANTS

Servicing of guestrooms, the numbers may vary from 10 to 15, depending on the policy or the degrees of luxury followed in the hotel.

Housemen often perform cleaning of guest corridors and public areas around the room.

Reporting unusual occurrences in the rooms under his control to the floor supervisor.

Exchanging linen from linen room i.e. clean for dirty.

Attending to guest requests and conveying guest complaints to the floor supervisor.

Cleaning of pantry or trolley.

LINEN ROOM SUPERVISOR

To maintain various slips and records which are accepted and issued by the linen room staff.

Linen and uniforms, which are issued on the basis of, clean for dirty.

Maintains and updates the stock register and takes stock at periodic intervals.

Handles requests or complaints from the floors, departments and laundry.

Checks on the standard of clean linen brought from the laundry and takes necessary action if laundering is poor.

Responsible for the behavior of al staff and proper functioning of equipment in the linen room.

CLEANING PROCEDURES

PUBLIC AREA CLEANING:

Public areas include:

1. Lobby

2. Restaurants

3. Guest cloak rooms

4. Shopping arcade

5. Corridors and Elevators

LOBBY

The lobby area is under constant vigilance because due to the heavy traffic it is full of footsteps, cigarette stubs and other such articles, and also the appearance of the lobby has an important impact on the entire population entering the hotel.

Carpets and mats put at the entrance helps in improving the face of the hotel but proper care has to be taken by the houseman in seeing that the entrance is mopped throughout the day and the carpets are covered and protected. Even these may have to be changed and cleaned frequently during wet weather.

During the night the jobs to be carried out are vacuuming, shampooing carpets, emptying and wiping out ashtray and wastebaskets, removing marks along the walls or windowpanes etc.

RESTAURANTS AND BARS

Restaurants these days help in a big way in building the reputation of the hotel. They are kept immaculately clean, as they are places where left over food particles if any may lead to infestation by insects or rodents.

The standard work procedure followed in restaurants and bars is:

Changing of linen

Dusting

Vacuuming of carpets

Cleaning of chandeliers

Brassoing of brass articles

Flowers are changed daily

The carpets are shampooed and the curtains changed on a regular basis.

GUEST CLOAKROOMS

The guest cloakrooms have to be kept clean throughout the day. A cleaner carries out the cleaning during the day with a cloakroom attendant who works from 9:00 a.m. to 10:00 p.m.

The public area supervisor frequently checks the cloakrooms.

SHOPPING ARCADE

The shopping arcade is situated at the lobby level and hence has to be spic and span at all times. A houseman mops it in the daytime and the floor is scrubbed at night, as there are less number of people around, due to the use of machines, which can be very noisy. All heavy cleaning in public areas is done at night.

CORRIDORS AND ELEVATORS

The guest corridors and elevators are extremely important as that is the way of passage for guests and hence have to be very clean and free of dirt at all times. The doors of elevators have to be polished frequently so as not to have finger marks.

ROOMS

PREMIUM ROOM FEATURES

Electronic Safe

Mini Bar with Premium international brands.

2 Line telephone with voice mail.

Facsimile machine.

Data port for Internet & e-mail connectivity.

Electronic door lock

Personalized butler service.

In Room TV offering channels in English, French, German, Spanish & Japanese.

Choice of financial & International Newspapers.

Well-appointed work desk.

DELUXE ROOM

PREMIUM ROOM FEATURES +

DVD Player in all rooms.

Rate includes: Value add-ons

Complimentary American Breakfast.

Complimentary both way transfers from the airport or the station

Complimentary tea/coffee service in the room through the day.

Complimentary pressing of Garments.

EXECUTIVE SUITE

One bedroom with king size bed and a separate living room overlooking the golf course.

DVD Player.

Electronic Safe



Facsimile machine.












PRESIDENTIAL SUITE

One bedroom with king size bed overlooking the Golf Club and living room overlooking Humayun Heritage monument.

Master Bathroom with a shower stall and a Jacuzzi, separate guest bathroom.

Interconnecting will all 45 number rooms.

All suites have wooden flooring.

DVD Player.

Well-equipped pantry with microwave oven & Refrigerator.

Electronic Safe



Facsimile machine.












CLEANING PROCEDURES:

PROCEDURE FOR CLEANING A VACANT ROOMA vacant room is one, which was prepared the previous day, but it has not been given out or used by the guest. Such a room does not require thorough cleaning but a few simple steps such as those listed below need to be followed:

Open out the curtains

Turn off the bedside light

Remove the breakfast doorknob order card and replace it in the

Writing table drawer

Convert the night bed to a day bed, changing the linen as well

Change the drinking water

Dust the furniture and the surroundings

Clean the bathroom following the proper procedure

Check the room for any malfunctioning electrical fittings or fixture. If any, inform the concerned department

If the room has been vacant for several days then the following steps must be followed along with the fore mentioned steps to ensure the readiness of the room:

Wash the bathroom floor

Vacuum the carpets

Thoroughly clean the balcony

PROCEDURE OF CLEANING A DEPARTURE ROOM

After opening the room ventilate it by drawing the curtains and opening the windows

Remove the room service trolleys and trays, if any, and call room service to pick them up

Remove all the soiled linen and place it in the linen bag, which is provided for in the chambermaid trolley

Remake the bed using the proper procedure

Thoroughly dust the room using a damp cloth to dust the furniture

Clean the bathroom

Check for missing guest supplies and replace

Close all the windows and adjust the air-conditioning to standard temperature

Check if all the electrical fittings and equipment is working. In case of a fault, it should be entered on the section list and reported to the floor supervisor. Any item missing should also be reported

Clean the ashtrays and the waste bins

Vacuum the carpet and the upholstery

Close the door and double-check that it is locked. Then, enter it on the section list

HOUSEKEEPING CONTROL DESK

This is the nerve center of the housekeeping department and its efficiency determines the smooth operation and the effectiveness of the housekeeping department. It is the focal point of dissemination of information and communication to various points in the housekeeping department as well as other departments. The desk is manned round the clock.

FUNCTIONS1. Control Desk is the nerve center of the housekeeping department and is responsible for various jobs. It is handled by a Control Desk Supervisor

2. The desk receives calls for maintenance requests as well as guest complaints

3. Using the Occupancy Sheet prepared by the Room Attendant, the Control Desk Supervisor prepares a Housekeepers Report which is sent to the Front Office and Accounts Department

4. The Control Desk Supervisor determines the departure rooms from the computer and informs the Floor Supervisor who then informs the Room Attendants on each floor so as to clean the rooms thoroughly

5. The message light on all the floors is controlled by the Control Desk Supervisor

6. Distribution and receipt of all floor and public areas keys is done from here

7. Communicating and co-ordinating with other departments

8. Changing the room status on the computer system

VACUUM CLEANER for carpets and furnishings; this is used by the room attendants to vacuum the carpets in the guestrooms. The machine is popularly known as Hoover because of the company that manufacturers it. It should be cleaned and emptied out regularly.

Vacuum cleaner industrial type ( with dry and wet pick up. Used for heavy work.

Scrubbing machine for floor washing.

Floor polishing machine

Shampooing machines for shampooing of all public area carpets

OTHER SUBSIDIARY EQUIPMENT USEDSPONGES: Used in cleaning the bathroom, especially the marble counter of the wash basin

STEEL WOOL: Made of fine strands of steel ( good for cleaning stained floors

RUBBER SQUEEZERS: Used for getting rid of excess water on the floor

BUCKETS: Large and small made of plastic

DUST PANS: The dust is brushed or swept into these. They are used extensively in carpet brushing

CONTAINERS: For holding the vario

Trident Gurgaon

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