CROWNE PLAZA, DELHI

COMPILED BY:

CONTENTS

ACKNOWLEDGEMENT

HOTEL OVERVIEW

FOOD AND BEVERAGE SERVICE

HOUSEKEEPING

FRONT OFFICE

FOOD PRODUCTION

CONCLUSION

ACKNOWLEDGEMENT

I take this opportunity to express my deep sense of gratitude to Ms.Yuvika S. Gogia,

Training Manager of Crowne Plaza, New Delhi. It was their constant guidance and

valuable support and attention which made my industrial training such a success.

Training for 20 weeks at Crowne Plaza, New Delhi successfully was due to the combined

effort of the managers, staff members and my teachers. I have now matured and gained

confidence and I’m ready to accept all the challenge of this industry which it holds for

me.

At the successful conclusion of my 20 weeks of IT, I would like to express my sincere

thanks to our Training Manager who made my experience an extremely pleasant one and

proved to be an excellent support. Their encouragement and friendly cooperation made

my training memorable and enjoyable.

I would also like to thank the lecturers at our institute, our training coordinator, whose

moral support and active monitoring made it possible for me to sail through the entire

process.

MISSION STATEMENT

“WE AT CROWNE PLAZA, DELHI ENDEAVOUR TO BE THE

MOST PREFERRED HOTEL BY EXCEEDINGS OF OUR

GUESTS, TEAM MEMBERS AND STAKE HOLDERS”

HOTEL OVERVIEW

Crowne plaza is in the heart of New Delhi and is just a 45-minute drive from the

international airport and close to Delhi’s business centers including Nehru Place, Pragati

Maidan, Okhla and NOIDA. Nearby shopping facilities include Connaught Place, Lajpat

Nagar etc. The hotel is an ideal base from which to explore the tourist and historical

attractions of the city.

Indira Gandhi Int. Airport – 20km, 45 minutes drive

ACCOMODATION

The hotel offers a total of 242 rooms that have been divided into luxuriously appointed

rooms and suites. All the rooms are tailored to suit the needs of the guests. All the

facilities that are expected by a five star deluxe hotel are provided by the hotel. Rooms

are very spacious and are comparatively larger than the other hotel rooms of the city. The

well experienced hotel staff makes it a point among themselves to serve the guests at its

best.

CROWNE PLAZA CLUB : The club floors , with its impeccable service and its

unobtrusive attention to the smallest needs, offers calm and tranquil interiors, modern yet

elegantly furnished rooms and suites and a well equipped Club Lounge.

FACILITIES INCLUDE:

Air conditioning

Mini bar

Direct dial telephone

Plasma T.V.

Electronic digital safe

Live satellite entertainment

24hr express laundry

Wake up calls

Access to Club Lounge

DINING

Le Café: It is a 24hr coffee shop, ideal for a high powered breakfast, business lunch or a

quiet dinner. Choose from wide selection of indian and chinese cuisine, with American

breakfast available all day.

SAMPAN: Exquisite Chinese artefacts and décor add to the ambience of this splendid

rooftop restaurant. Sampan is Delhi’s premier Chinese restaurant and is located on the

rooftop. The exquisite Chinese food with Black Slade (live band) makes it an

uncompromisable experience.

SEVEN: Seven offers a best of classical Indian cuisine in traditional style with live

Indian music. The restaurant is famous for the legendary North West Frontier cuisine,

with certain recipes dating back to the time of the royal Mughals. It is called Seven

because food is cooked in the following seven methods –

TAWA

MAHI TAWA

PATTHAR

KADHAI

BHATTI

TANDOOR

BHAAP

ATRIUM LOUNGE BAR: The hotel features a new-look Atrium Lounge Bar,

reflecting elegance and exclusivity and offering a perfect blend of elegance, spacious

interiors and innovative drinks. It is located at the ground floor.

ROYAL MIRAGE: Mirage’s ambience is distinctly Arabian royalty French style and

each wall has a story to tell with paintings and figures. At the DJ counter two snakes

stand poised to strike as if guarding an ancient treasure. The gold curtains make revelers

feel that they are celebrating with the kings. The dance floor is surrounded with podiums

to ensure that people who want to be seen are visible while dancing. The mirage is the

first club with a seven-color laser light system that rotates 360 degrees and creates

hologram animations of graphic designs in mid-air.

The VIP lounge is a quieter area within the disco with visibility into the club.

ROOM SERVICE: 24hr in-room dining offers a wide range of freshly prepared dishes

and snacks. The culinary team is ready to serve the guests with something special in the

privacy of their rooms.

BANQUET: The Elysee hall is a destination in itself. Whether for conventions, cocktail

dinners, business meetings or other parties the Elysee offers a world of elegance with

wood-paneled walls, designer wall-to-wall carpets and chandeliers.

AUDIO-VISUAL EQUIPMENT: A comprehensive range of audio-visual equipment is

available for hire.

HAIR AND BEAUTY: The Barber Shop – La Moustache – is open daily for

appointments. It is located at the lower Lobby level.

FITNESS CENTRE: The Fitness Centre is an ultra-modern health and fitness facility

featuring a fully equipped gymnasium with the latest in electronic fitness equipment and

offering sauna and Turkish baths, impulse shower, Jacuzzi, Swedish massage therapy,

aerobics and yoga counseling. It is located at the Lower Lobby level. The open-air

swimming pool, located at the Atrium level, has a beautiful waterfall and artistically

carved stone screens.

SHOPPING MALL: A variety of shops, specializing in ethnic handicrafts, jewellery

carpets, cosmetics and the like, is located at the Atrium level. The mall is just the place to

hunt for exotic souvenirs. Our Guest Relations executive will be pleased to assist you in

finding a particular selection in our shopping mall.

No pets allowed

Shoe cleaning service

Wheel chairs available on request

Credit cards accepted: American Express, Visa, MasterCard, Diners club, JCB,

Andhra Bank Card, Central Bank and BOB Card

Currency exchange

Travel agency

Laundry, dry cleaning and ironing with 24 hour express laundry

Car hire

Parking

Baby sitting- 80 hours prior notice required

Unwind and rejuvenate yourself at our well equipped Fitness Centre, which includes a

gymnasium, sauna, Turkish baths, massages, a swimming pool and Jacuzzi. The Business

Centre provides a comprehensive range of business services. For all your hair and beauty

treatments, the Barber Shop and Beauty Parlor are located on the Lower Lobby level. The

Shopping Mall offers a variety of shopping outlets in the Atrium level.

BUSINESS CENTRE: A wide range of business services including facsimile,

interpreting, photocopying and secretarial services are available at the Business Center at

a charge

LOCATION

Indira Gandhi International Airport (DEL)

Distance: 22 KM/13.67 MI South West to Hotel

Taxi Charge (one way): $7.90 (USD)

Time by taxi: 45 minutes

From the International airport drive to your left. On reaching National Highway#8

turn left again and drive straight till Rau Tula Ram Marg and take right and drive

straight past the IIT Delhi on your left, Panchsheel, Nehru Place on your left. Hotel on

your right.

Indira Gandhi Domestic Airport (DEL)

Distance: 18 KM/11.18 MI South West to Hotel

Taxi Charge (one way): $7.00 (USD)

Time by taxi: 40 minutes

From the Domestic Airport porch drive down towards left and keep on going straight.

On the first bifurcation drive to your right and keep on going straight on Rau Tula

Ram Marg. Drive straight down past IIT, Nehru Place till you reach Modi Mill

Flyover.

FOOD AND BEVERAGE SERVICE

INTRODUCTION

Guest will get a made variety of International and local flavors. The Cosmopolitan

selection spread itself and through 8 Restaurants and Bars.

A Hotel’s revenue maybe attributed chiefly to 2 sources:

Room Sales and

Food & Beverage Sales

This report discusses the latter and its operation at the Crowne Plaza, New Delhi. It earns

about 35% of the total revenue.

For effective running of any service outlet the personnel should be well qualified and

well versed in all techniques involving achievement of guest satisfaction. This would

include everything from the simple display of politeness, etiquette and sociability to

personnel and mental skills like good knowledge, sound judgment and memory. The

Food & Beverage department paints a picture of the entire hotel in a guest’s mind. It is

often said, “THE BEST WAY TO WIN A MAN IS THROUGH HIS STOMACH”. The

Assistant Food & Beverage Manager manages the functioning of the Food & Beverage

department.

OBSERVATIONS

(F & B SERVICE)

(i) A large variety of white wines and red wines were kept keeping in mind the foreign

delegates. All the cheffing dishes must be similar as to avoid confusion food pans and

water pans and to save time.

(ii) All the cups and glasses must be placed upside down and later on just before the service

they must be placed in the right manner.

(iii) Foreigners don’t eat much spicy food and drink a lot of aerated drinks.

(iv) Water must always be checked by chef on dishes otherwise food in food pans begins to

stick to the bottom of the pan.

(v) Slices of lemon must be placed on the right hand side of the cups.

(vi) The turnover is very quick of coffee shop.

(vii) Do not make early entry towards the guest for clearance and always ask the guest before

doing the clearance.

(viii) The guest is at peak in coffee shop in the morning.

(ix) Buffet system is also offered to the resident guest in coffee shop by giving the voucher.

(x) Check the booking register before doing other booking for banquet hall.

(xi) Venue must be rightly mentioned on the venue information board so that the guest can

easily reach the right venue at the right time without any inconvenience.

(xii) The document must reach to the kitchen and banquet in time so that they can do the

preparations in advance for the functions and marriages.

(xiii) Any amendments regarding number of guests must also be informed to kitchen and

banquet immediately.

(xiv) Different plates with different designs must be segregated and kept accordingly and must

be counted.

(xv) Silver service must be done from left side and ensure that the utensil containing food is

not over filled and cleaned from outside.

(xvi) Tray must be properly set before delivering the order to the guests; it should not be over

filled with food item.

(xvii) The order must reach the guest in minimal possible time so that the food is fresh and hot

when served.

(xviii) A complementary cake and flowers basket must be placed in the room of the newlyweds

or honeymoon couple.

(xix) Tea should be hot while on serving.

(xx) An option of tea and coffee with and without milk must be given to the guest.

(xxi) Toothpick should be kept near the buffet along with tissue papers.

FOOD & BEVERAGE DEPARTMENT

It is one of the most labor intensive departments. This department has the maximum staff.

They are responsible for all the service activities and has to be checked from time to time

to ensure that, they match up with the hotel requirement.

BANQUET

These areas of the hotel are used for special function such as meeting, conferences,

receptions, wedding etc. these are held under series of halls and suites within the hotel

itself.

BAR

This section of the hotel is for serving alcoholic beverage to the guest. Snacks are also

served with the drinks. Indian hotels and guests are allowed only bar for drinks while the

second bar known as the service of dispense bar for serving alcoholic beverages to room

service and restaurants.

ROOM SERVICE

It is an integral part of the Food & Beverages department where although there is no

special turnover in terms of cash, in turn the effort put in term of labor. But this is guest

facility which works round the clock.

ORGANISATIONAL CHART

RESTAURANT MANAGER

ASSISTANT RESTAURANT MANAGER

SENIOR CAPTAIN

CAPTAIN

RESTAURANT HOSTESS

SENIOR STEWARD

STEWARD

APPRENTICE/TRAINEE

LE CAFÉ

LOCATION: In hotel – Lobby Level

SERVES: Breakfast | Lunch | Dinner

24 hours all day dining multi cuisine restaurant catering to all contemporary international

cuisines.

The menu of the Restaurants is quite elaborate. A range of light snacks to mini meals is

available.

The burgers finished in the pantry, along with sandwiches etc. are made here. Fruit

juices, fresh or canned and all hot beverages are also sent from this counter.

Breadbasket during the lunchtime and a cheese platter are also sent from the pantry.

A high standard of hygiene and cleanliness is maintained.

A number of soups both thick and thin are served. These include consommé flavored

with sherry and mutton, lemon flavored broths. A number of thick soups, which include

soups such as cream soups, are available. A choice of tomato, chicken, mushroom is

offered along with minestrone soup.

Indian food is also served. This includes Indian recreation of mutton and chicken, rajma

chawal, vegetables, etc. with rice or Indian breads (rotis). The coffee shop also has a

range of ice-cream sundaes and other Indian sweets. Along with this, the pantry is also

responsible for serving sandwiches, burgers, milkshakes and beverages.

SERVICES: The restaurant has plate service. The food is brought pre-plated and is

served to the guests.

The restaurant table cover is simple. It has a paper material; side plate with cutlery the

water tumbler and the Adeline are placed at their respective places. The center is

occupied by the curette set, a flower arrangement and sugar tray. The tables are laid in

such a way that is very easy to clean and relay. The décor of the coffee shop is simple yet

impressive. The whole restaurant is done in green and silver.

It is cheaper than most specialty restaurant in the hotel.

It has the best of the service, throughout, round the clock.

Four Copies of K.O.T. System Is Used In The Restaurant

1st copy goes to the kitchen.

2nd copy goes to cashier.

3rd copy goes to the waiter for reference.

4th copy is retained in the K.O.T. book.

WORK PERFORMED

Wiping, identifying stain on glasses

Cleaning from side stations

Collecting food from kitchen

Setting restaurant for dinner

Taking up linen and entering in the linen look

Back area mise-en-place making coffee, tea and cleaning the equipments

Collecting desserts from bakery

Making napkins fold

Keeping glasses, salvers, cutlery, etc. ready

Perform waiter service

Cleaning tables after guest departure

Collecting stores for the restaurants

Collecting bills from the cashier.

SAMPAN CHINESE RESTAURANT

LOCATION: In hotel – Roof top

SERVES: Lunch | Dinner

Roof top Chinese restaurant with a popular BLACK SLADE live band with a wonderfull

panoramic view of the city. Open for lunch and dinner catering to Cantonese and

Szechwan fine dining tastes. This Chinese restaurant is known as Sampan which means

‘Boat in a River’ in Chinese Language and its shape is like a boat in a river. The opening

time of Sampan is 11 am in the morning to 3 pm in the evening and 7 pm in the evening

to Midnight. This restaurant also has a bar which serves different types of beverages.

SEVEN

LOCATION: In hotel – Lobby Level

SERVES: Lunch | Dinner

Fine dining Indian restaurant showcasing seven different styles of Indian cooking under

one roof. Open for lunch and dinner. Live ghazals entertain you at dinner. During my

training Seven Restaurant has organized KASHMIRI Festival where all type of Kashmiri

Cuisine were served.

OPENING TIME:

Morning: 11 am to 3 pm

Evening: 7 pm to Midnight

ROYAL MIRAGE – NIGHT CLUB

LOCATION: In Hotel – Ground Floor

Mirage is a night club in Crowne Plaza, Delhi. There is also a VIP lounge in Mirage

where they can sit and enjoy snacks and drinks.

SERVES: Snacks and dinner (according to function prospectus)

Exclusive night club – an exotic haven for the urban elite, a perfect blend of Arabian

Royalty and French Style. Popular DJ rocking the dance floor with foot tapping music.

FRENCH CRUST – THE PASTRY SHOP

LOCATION: In Hotel – Lobby level

SERVES: Offers mouth watering delicacies straight from the oven.

ATRIUM BAR

LOCATION: In Hotel – Ground Floor/Atrium Level

Bar Lounge located at the Atrium level, offering tempting concoctions, world class wines

and finest of spirits.

The Bar is the city’s favorite watering hole, offering an impressive range of cocktails,

premium whiskeys and single malts. The interior is in natural tones, elegant and

contemporary. Sensitive to the local market’s penchant for fine whiskey.

CONFERENCE AND BANQUET FACILITIES

Crowne Plaza offers you a choice many conference rooms and banquet halls, with seating

capacity ranging from 15 to 500.

Whether it is a board meeting, a small party or a grand celebration, Crowne Plaza is just

the right place for it.

You’ll find everything an executive needs: from office rooms and secretarial service to

audio-visual equipments and well trained support staff. In short, a memorable time is

guaranteed.

BANQUET FUNCTION PROSPECTUS

For every function a FUNCTION PROSPECTUS is prepared. This document is the

official intimation to all concerned departments of the hotel about the function being held

in the hotel. Copies are sent to various departments. It contains the following

information:

Venue of the function

Date of the function

Party hosted by

Party booked by

Contact number

Address of the organizer

Number of guaranteed pax

Rate per pax

Menu selected

Pick up time

Service time

Number of buffets

Beverage terms

Requirements from the horticulture department

Requirement from the Engineering department

Requirement from the Housekeeping

Mode of payment

The Banquet Function Prospectus is circulated to the various departments:

Kitchens

Bakery

Engineering

F & B Controls

Night Auditor

Housekeeping

Banquet Sales

Banquet Operations

WORK FLOW OF BANQUET SALES:

When the guest contacts the banquet sales division for organizing the event, he is given a

convincing performance about the hotel’s catering facilities.

There are various menus to choose from with copious choice of various Indian and

Chinese dishes.

When the menu has been decided upon, the different types of seating plans, theme of the

party, style of service and any special requirements are discussed and decided. Then the

rate is fixed i.e. per person. The rate varies according to the menu, décor, special

requirements etc.

HOUSEKEEPING

INTRODUCTION

The hotel business depends on the guests. A frequent guest knows the difference a good

hotel and a mediocre hotel. In a competitive situation the guest will choose a hotel where

he feels welcome. They want more than just wine and dine. Housekeeping is the

department which is perhaps the most responsible to bring the guest back to the hotel

again and again. This is because the guest wants personal recognitions and housekeeping

has ample scope to pay special attention to any guest.

Moreover, this is the department, which is indirectly responsible for earning the

maximum revenue for the hotel because the rooms which are sold by the front office are

made by the housekeeping department. Besides guest’s rooms they are responsible for

cleaning of all the public areas, corporate offices, banquets, restaurants etc. and it is not

an easy task to keep the hotel spic and span and justifying the hotel as home away from

home.

Therefore housekeeping is a department which can be considered as the backbone of the

hotel’s operations.

The Housekeeping may be divided into the following parts:

a) Floors

b) Floor rooms

c) Desk

d) Public areas

e) Uniform and linen room

f) Laundry

ROOMS

The hotel offers a total of 242 rooms that have been divided into luxuriously appointed

rooms and suites. All the rooms are tailored to suit the needs of the guests. All the

facilities that are expected by a five star deluxe hotel are provided by the hotel. Rooms

are very spacious and are comparatively larger than the other hotel rooms of the city. The

well experienced hotel staff makes it a point among themselves to serve the guests at its

best.

Guest’s Room Amenities:

Bathrobe

Bathtub

Electric kettle

CD player

Color TV

Connecting rooms

Double glazed windows

Free morning newspaper delivered to room

Hairdryer

High speed internet access

In room safe

Individually controlled air conditioning

Mini bar

Mini refrigerator

Telephone

Iron with ironing board

Bathroom amenities

Writing table with chair

Suite Amenities:

Bathrobe

Business Centre

Butler Service

Cable/Satellite TV

Coffee Maker

Color TV

Complimentary Daily Buffet Breakfast

Complimentary Daily Cocktail Hour

Complimentary Drinks

Complimentary Usage of Meeting Room

Dedicated 24 hour Lounge

Doubled Glazed Windows

Dressing Room

Free Morning Newspaper delivered to room

Hairdryer

Hamper

High Speed Internet Access

Ice Maker in Refrigerator

In Room Movies – Premium Cable

In Room Safe

Individually Controlled Air Conditioning

Kitchenette

Microwave Oven

Mini Bar

Phone with Voice Mail

Plates/ Glassware

Pots/Pans/Serving Dishes

Private Bathroom

Rollaway Cot

Weighing Scale

Separate Check-In Area

Separate Hanging Closet

Silverware

Video Rental

Whirlpool

Work Desk with Lamp

Executive/Club Floor Amenities

Bathrobe

Business Centre

Butler Service

Cable/Satellite TV

Coffee Maker

Color TV

Complimentary Daily Buffet Breakfast

Complimentary Daily Cocktail Hour

Complimentary Drinks

Complimentary Usage of Meeting Room

Dedicated 24 hour Lounge

Hairdryer

Hamper

High Speed Internet Access

Ice Maker in Refrigerator

In Room Movies – Premium Cable

In Room Safe

Individually Controlled Air Conditioning

Mini Bar

Phone with Voice Mail

Private Bathroom

Weighing Scale

Separate

Rollaway Cot

Check-In Area

Separate Hanging Closet

Silverware

Tea Maker

Valet Service

Work Desk with Lamp

DUTIES OF EXECUTIVE HOUSEKEEPER

1. In charge of the department

2. Responsible to the Room Division Manager and General Manager

3. Link between management and staff

4. Recruitment, Induction and Training of Staff

5. Store Requisition (All concerned items)

6. Stock Records

7. Purchase(through the Purchase Department)

8. Surprise Spot Check

9. Spring Cleaning framing of time schedule

10. Contract cleaning e.g. painting, upholstery, décor

11. Budgeting in consultation with the Accounts Department and the General Manager

12. Renovation and Furnishing

DUTIES OF ASSISTANT EXECUTIVE HOUSEKEEPER

1. Deputizes for Executive Housekeeper

2. Duty Roster maintenance in consultation with Floor Supervisor

3. Placement of Staff and their grooming

4. Issue of Pass Keys to Floor Executives

5. Lost and Found In- Charge

6. Guest Complaints

DUTIES OF FLOOR SUPERVISOR

1. Sign registers after chambermaids have taken their respective wing keys

2. Check that the chamber maids have done their duties

3. Ensure that sufficient supplies are present in the chamber maids trolley

4. Check out all the rooms

5. Clear the room with the house keeping desk who in turn clear it from the reception

DUTIES OF FLOWER ROOM SUPERVISOR

1. Ensure that all subordinates carry out their duties effectively

2. Check the function prospectus to note down the flower decoration required

3. Ensure that plants are regularly watered and taken care of

4. Note down floor wise, the flowers, which are to be sent to various VIP rooms

DUTIES OF CHAMBER MAIDS/ ROOM ASSISTANTS

1. Report for duty, take assignments for particular wings , collect the wing keys and sign

for them

2. Proceed to the floor

3. Take occupancy and send the chambermaids report to the housekeeping desk

4. Clean checked out and unoccupied rooms

CLEANING ROOMS

The door of the room is opened after knocking

The curtains are drawn aside

All the garbage from the room and the bathroom is cleared

Dusting of the room is done

Then the bed is made:

All the dirty linen is removed from the bed

The mattress is adjusted

Mattress protector is laid on top of it

Bed sheet is laid over the protector

Sheet is followed by the duvet

Over duvet pillows are kept on the head side and bed cover is laid on top

At the end cushions are kept on the bed

The amenities in the room are checked and replenished if required.

Bathroom is cleaned

Harpic is poured in the water closet

All the dirty linen is removed

Wash basin is scrubbed and wiped

Basin counter is cleaned

Bath tub is scrubbed and wiped

Mirror is cleaned using a glass cleaner and wiped properly

Bathroom amenities are replenished

Water closet is cleaned and wiped

Fresh linen is placed

At the end the floor is wiped properly

All the dirty linen from the room is taken to the floor pantry from where it is dropped

in the linen chute

Vacuum cleaning is done in the room.

Amenities placed in the bathroom:

Shower gel

Shampoo

Soap

Hair conditioner

Talcum powder

Mouth wash

Skin lotion

Sanitary bag

Comb

Dental kit

Shaving kit

Shower cap

Bath robe

2 face towels

3 hand towels

2 bath towels

Bath mat

Vanity kit

Keys and Key Control:

Wing control key – kept by the room attendant which opens all the rooms on his wing

Floor master key – Held by the supervisor in-charge of the floor. Opens all the rooms

present on that floor

Grandmaster key – Held by the executive housekeeper or asst. executive housekeeper.

It opens all the rooms on all the floors.

LINEN ROOM

It is here that all the linen from all the floors and F&B outlets are exchanged for fresh

ones. Also all the linen from various areas of the hotel is stored.

Area: Lower Basement level behind the housekeeping desk.

Duties of linen room supervisor:

1. Checks the attendance of the linen room attendants.

2. Maintains various records used for control of stock

3. Take inventory

4. Estimate the cost of new stock of linen required.

5. Condemning of linen

UNIFORM ROOM

The uniform room is the place where all staff uniform is kept. The main objective of this

department is to provide the staff with clean uniform as and when required.

All the employees collect clean uniform from this place and it is very imp for the staff to

be systematic.

Another imp function of this room is the proper maintenance of the uniforms as dirty and

ill-fitting uniforms can easily put down the morale of the staff. Any repairs required in

the uniform are sent to the tailor room.

TASKS PERFORMED:

1) Rooms

Dusting

Cleaning of soiled trays and vases

Replenishing of amenities

Making of bed

Vacuum cleaning

Cleaning of bathroom

Clearance of garbage

2) Floor houseman

Dusting of floor corridors

Vacuum cleaning

Cleaning of floor pantry

Providing fresh linen to the chambermaids

Dumping of floor garbage

3) Linen room/Uniform room

Sorting, counting and stacking of clean linen

Throwing dirty linen for washing in the laundry

Pairing of uniforms

Providing clean uniform to employees

FRONT OFFICE

INTRODUCTION

Front office deals in accommodating guests in the hotel and is a very imp department

because it deals with the allocation of rooms, which provides major income to the hotel.

The way in which the receptionist deals with the guest has a direct impact on the guest.

Front office is one department which deals with the guest directly. Receptionist with

his/her salesmanship can induce the guest to stay in the hotel and increase the revenue of

the hotel.

INTER-DEPARTMENTAL RELATIONSHIP

Housekeeping:

Front office works in close co-ordination with housekeeping.

Housekeeping cleans the check-out rooms and hives the list to the front office

Front Office informs housekeeping about –

the departure rooms

VIPs in-house

VIP arrivals for the day so they can place extra amenities in their rooms

Front Office and Housekeeping need good communication so as to carry in the work

smoothly and efficiently.

Kitchen:

There is no direct link between front office and kitchen. Whenever a group arrival is

expected, Group information sheet is passed in the kitchen so that they don’t face any

problem with the preparation of meals.

Food and Beverage Service:

The co-ordination is not direct but same Group information sheet is distributed whenever

a group arrival is expected.

BELL DESK

The main function of bell desk is to take up the luggage when the guest checks in. Also

when the guest checks out, the bell-boys carry the luggage out of the rooms to their

cars/bus. The Bell Capt is responsible for taking guest’s calls and requests. A variety of

newspapers is kept here and is sent to rooms early morning.

Luggage is also kept on temporary basis in the left luggage room. This service is

complimentary so free of charge.

The bell desk is also responsible for storing medicines, postage stamps, newspapers etc. It

also delivers guest messages and at times of breakdown of telephone system or when

requested by the guest delivers wake-up calls.

Duties of the Bell Desk:

To deliver newspapers to guest rooms early in the morning

To deliver guest messages, packets, faxes and parcels as soon as the reception informs

the bell desk

To store the luggage of guest even after they have checked out but does not intend to

carry it along

To give wake up calls to guests

Carry luggage from their cars/buses to their respective rooms.

Also acts as the concierge

JOB RESPONSIBILITIES OF BELL DESK STAFF

Senior Bell Captain:

Responsible to the lobby manager for the conduct, appearance and work performance

of bell captain and bell boys.

Ensure proper grooming of staff

Prepares duty list allocation of work for the staff

Protects the interests of the guest and the hotel

Assist Bell Capt in peak period

Bell Captain:

Take stock of luggage, parcels and any other material

Handling luggage FITs, groups etc efficiently with full control over the bell boys.

Maintain the control chart

Take briefing of the bell boys

Ensure proper distribution of newspapers.

OBSERVATIONS AT THE BELL DESK

On arrival, guest luggage is taken in the trolley to the reception and wait for the check-in

procedure to finish. Luggage is then taken to the allotted rooms. Guest is explained about

the fittings and facilities in the room. Bell boy errand card is taken from the reception at

the time of carrying the luggage and then filled in and maintained.

Early morning newspaper are received and hanged on door knobs. International

newspapers are given on request to guest.

Luggage Room:

The luggage room is situated near the bell desk. When a guest requests for his luggage to

be stored in the luggage room, a tag is attached to the luggage and a receipt is given to the

guest with the room no.

Guest’s special requests are satisfied by bell boys like buying some things from the

market etc. Messages and guest fax distribution is handled by the reception.

RECEPTION

This is the first section where the guest comes in contact with the hotel employee. It is

also located in the Front Office and it deals with some functions, the main one being

checking in or allotting 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.

In 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 if the room is allotted or vacant.

Registration is a legal contract between the guest and the hotel it is signed by the guest

and the lobby manager and is then fed into the computer to obtain the registration card.

The arrival-departure register is filled out with the help of the guest registration card. If

the guest holds a foreign passport then a C-form is filled out for him containing his

passport and travel details.

SPECIALIZED FUNCTIONS OR TASKS:

Attend guest calls on telephone

Take messages for the guest and record in the given format

Give room keys to the guests

Update the entry in Arrival-Departure register

Fill in C-form

Take check-ins

Prepare daily reports.

DAILY REPORTS:

1) In-house Guest Directory

2) Guest Type Report

3) Arrivals

4) Departures

5) Income report

6) In-house Group Directory

7) House Use Room List

8) MIS by Market Segment

9) MIS by source of Reservation

10)Complimentary Rooms

11)Night Clerk’s Report

12)Productivity Report

13)Night Clerk’s Tabular Report

OTHER REPORTS:

14-Day Occupancy Report

FILES AND REGISTERS MAINTAINED:

1) Arrival-Departure Register: It maintains the entries of all arrivals and departures.

All void entries are also made.

2) Check-Out File: This file is maintained for filing all check-out forms.

3) Today’s Arrivals: In this file all the expected arrivals of the day are filed in the form

of pre-printed registration cards.

4) Log Book: It is important for the office personnel to read the log-book for the day

before they commence work, as it carries all important work related information.

5) U: It contains the Room Change Slips for the month.

6) Parcel Book: A parcel book is maintained at the Reception to make note of all

parcels left at the Front Desk to be picked up by someone in future.

7) Void Entries File: All the void Registration Cards are filed in this file. It is prepared

on monthly basis.

SPECIAL FUNCTIONS

BLOCKING ROOMS:

Rooms are blocked and necessary compliments are placed in the room for VIPs checking

during the day. The room number is mentioned next to the name in the arrival sheet and

when that particular guest checks-in the particular room blocked for him has to be given

to him. This room blocking is done by each shift at the Reception and the room numbers

are informed to the Room Service, Housekeeping and Main Kitchen, who place the

required amenities in the room.

MESSAGES:

Messages for guests staying in the hotel are taken on the message slip which has a set

format. It is taken in duplicate using a carbon paper. The first copy is sent through the

bell-boy to the guest’s room and the second copy is kept as a record. The second copy is

inserted in the key slot with respective room number.

WALK-INS:

A guest desirous of checking-in without a reservation I termed as a walk-in guest. He is

given a room or refused depending upon the availability and keeping in view his profile.

A deposit of not less than Rs. 5000/- for a single occupancy is taken. Also to be kept in

mind is the amount of luggage carried by him.

GROUP CHECK-IN:

In case of group bookings, the rooms can be blocked prior to the efficient service. The

room keys are kept in an envelope or a tray. At the time of check-in the group leader is

given all the keys and list of blocked rooms. A room of 15 persons gets the leader one

room complimentary. The group may follow any one food plan and accordingly meal

coupons are made.

CGRD- Blue Coupons

FITI- White Coupons

ROOMING LIST:

This is like a form, which stays with the group co-ordination. It is needed during the time

of checking-in of a group.

It is stating 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 baggage is identified.

RESERVATIONS

The Reservations section in the Front Office is perhaps the centre for the hotel’s room

sale division. It is this division which deals with the guest at the time the hotel, receives a

request from him for room reservations. The department deals with the processing of all

reservations and the outcome is the name of guest’s who allotted accommodation on

various dates.

The Reservations is the back-bone of Front Office and is supported by Sales & Marketing

department for reservations.

On the first day, I saw the overall functioning of the Reservations department and learnt

to file correspondence. I also did a few photocopying jobs for the department and saw the

procedure for preparation of confirmation letters and them being faxed back to the client

or his representative.

I learnt about the break-up of rooms into Single, Double, Twin and Suites. Then studied

the tariffs and rack-rates for rooms and charges levied on them. The reservations are

either taken through the telephonic conversation or faxes received. The reservation is

entered into the computer and a confirmation letter is sent so as to ascertain any other

specifications like car pick-up. Then the reservation either by telephone or by faxes and

this is marked in folio with a reservation ID number which the computer gives it.

The various rates given by the hotel apart from the rack-rates are:

CGR: Corporate rates offered to corporate clients like Tata Telecom, Standard &

Chartered Bank etc.

PSU: This is the rate for Public Sector Units like SAIL, PNB etc.

TA: Travel Agents like Sita Travels, TCI, TSI etc. are given special rates.

GROUP RATES: These are offered to groups, depending on the number of pax of the

group and the travel agent through which they have come. I closely studied the Status

Board with two classifications sold out and on request. Sold-out dates are those dates on

which although all the rooms are booked but there are chances of cancellations. I also

studied about discounts given to room rates in the off-season period.

MODES OF RESERVATION:

Letters

Telephone

Fax

Telegram

In person

SOURCES OF RESERVATION:

Airlines

Travel agents

Companies

Commercial business houses

Tour operators

Embassies

Sales offices of the hotel

DETAILS REQUIRED WHILE TAKING A RSERVATION:

1. Name of the guest

2. Check-in and check-out time and date

3. Type of room booked

4. Mode of arrival

5. Date of booking

6. Billing instructions

7. Caller’s name and number

PROCEDURE:

The moment a request for reservation is received the room status is checked on the

computer for the required date and room. In case of availability of the room of the

required specification the caller is confirmed the reservation, if on the other hand the type

of room is not available then the guest is either offered another type of room close to the

requisite specifications or in case of total unavailability of rooms the caller or the person

requesting reservation is politely refused stating that the hotel is fully booked on the day.

The caller is also asked the various other specifications such as air-port pick-up and taxi

requirements. The reservation is then fed into the computer and it is assigned a

Reservation ID number by the computer. A day before the guest is due to arrive, the

reservation personnel gives him or his contact a call to confirm the arrival of the guest the

next day.

BLACK LISTING:

The assistant Front Office Manager due to various reasons like does Black listing of

certain guest:

Delay in payment of bills

Misbehavior with staff members

Void vouchers

Repeated late departures

The reservation department puts up the list of as such guest companies’ tour operators.

And very politely refuse accommodation if reservation request is made by them.

FILING SYSTEMS:

The Reservations department maintains a very efficient filing system, as this is what

forms its basis for easily available documents and data. The documents filed are mainly

of the following types:

Reservation vouchers fed into the computer for future dates.

Reservation vouchers of previous dates i.e. expired vouchers.

Reservation correspondence like faxes and letters received to that end and the

confirmations of the faxes sent to the guest.

Airport pick-up forms.

Reservations received for the next year.

FOOD PRODUCTION

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 standard. Especially in today’s time with growing completion it is

very essential that the hotel tries to provide as many food outlets to the guest serving

various kinds of quality cuisine.

Food production is the conversation of food from raw to the palatable state. It is no

longer a profession concealed in mystery like the secrets of ancients. The great wealth of

food knowledge and most of the secrets are available easily. There are principles,

procedures and techniques in food production just as in other departments. Even for

achieving 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

GOALS AND OBJECTIVES

Production of high quality food

Cost minimization in production

Minimize wastage of labor

Profit maximization by –

Publicity

Guest satisfaction

Variations in existing menu

JOB DESCRIPTION

KITCHEN EXECUTIVE:

Responsible to : Executive chef

Responsible for : Kitchen section

Duties and responsibilities:

Responsible for overall smooth functioning of the whole kitchen

Ensures that prescribed recipes and standards are followed

Responsible for quality control

Coordinates with other departments of the hotel

Prepares duty roasters

Authorizes requisitions, transfers etc

SOUS CHEF:

Responsible to : Kitchen executive

Responsible for : Chef working under him

Duties and responsibilities:

Responsible for his section e.g. bakery, garde manager

Issues duty register for his department

answerable to executive chef for his department

sanctions leave and overtime to the personnel of his department

CHEF DE PARTIE:

Responsible to : Kitchen executive

Responsible for : Chef working under him

Duties and responsibilities:

Ensure that the food items are picked up timely and checks portion control

Takes over the duties of sous chef in his absence

Prepares store room requisition

Ensures correct maintenance and usage of equipment

COMMIES:

Responsible to : Kitchen executive

Responsible for : Apprentices

Duties and responsibilities:

Maintain overall cleanliness

Prepares the dishes

Responsible for proper usage of raw materials

Ensure proper storage of raw materials

APPRENTICE:

Responsible to : Kitchen executive

Duties and responsibilities:

Main job is to help out, learn and be observant at all times

Mostly their task is to do cleaning, cutting and mis-en-place

KITCHEN SUB-DIVISIONS

1. MAIN KITCHEN:

This section is divided into three parts –

i. Continental kitchen

ii. Pantry

iii. Indian kitchen

2. GARDE MANGER:

This section deals with the cold meat and salads for various outlets such as coffee shop,

room service etc

3. BAKERY:

This is the section of the kitchen working continuously and produces high quality cakes,

pastries, desserts, breads etc. It’s a decentralized kitchen working for 24hrs.

4. BUTCHERY:

Butchery in hotel terminology means ‘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. BANQUET KITCHEN:

This kitchen is mainly responsible for the food which is provided in the functions held in

banquets. So this kitchen mainly deals in bulk production.

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 made are sent to the Chef’s 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 day’s requirements.

The Gardemanger section does the above process by the help of CDP and the daily indent

would consist of:

GROCERY: Vinegar, Ketchup, olives, cherries, pasta, mushroom, dry nuts, tuna fish,

mustard powder, etc.

PERISHABLES: Fresh fruits, cream, cucumber, tomatoes, sweet, lime, lemon, carrot,

eggs.

BUTCHERY: this would consist of smoked salmon, Kingfish, duck breast, processed

meats like Ham, Salami and Tender loin, etc.

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 two parts:

1. Soup Section

2. Hot Range

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 stock 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 soups prepared

everyday includes:

Mulligatawny soup

Tomato Shorba soup

Cream of Tomato soup

Cream of Leafy Spinach soup

Cream of Mushroom soup

Seasonal soups

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:

1. Vegetable section

2. Grill section

3. Range section

4. Saucier section

5. Pantry section

IMPORTANT OBSERVATIONS

The plates are kept in hot oven to keep them hot while serving the dish.

There is a hot light counter to keep the dish hot till pick- up is done.

The pick- up is according to the course of the meal and is swift.

Quite a few ingredients are imported.

The grilling is of three stages: medium done, rare done and well done.

Pasta is mostly prepared in olive oil.

Complaints are very less and are handled by chef.

Baked potato is provided as an accompaniment in various grill dishes.

The chef is responsible to set the dishes in platter and to ensure that it looks good and

palatable.

The staff works with a very strong team spirit and there is healthy coordination

between the various sub- sections.

GARDE MANGER

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. Canapés, sandwiches and similar items are

also made.

INTER DEPARTMENTAL RELATIONSHIP

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

F & B Outlets

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

sells what the kitchen provides) the intimate relationship makes the earning and

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 I kitchen area and 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.

CONCLUSION

When I first began my Industrial Training, I was quite skeptical and unwilling, but went

by ever so quickly and have left me craving for much more. I would have to say that it is

an absolutely fabulous part of the curriculum and perhaps will remain the most

memorable one.

Needless to say that this experience was a highly enriching and educating one as I went

on from one department to another and met and got the opportunity to train under several

highly respected senior professionals. I learnt that every individual is different and that

everyone has something unique to offer. I learnt that every job has its nuances and its

value and that no job is superior to the other. I learnt that one needs to constantly improve

and improvise. I learnt that this is just the beginning of a long road ahead… full of

challenges. But I know that I will be able to run along because I have my foundations

firmly built in. it is here that I got the opportunity to continuously introspect and

improve… as a budding professional and as a human being. I will always look back at the

time spent here with fondness and with pride.

I cannot but thank all the people who have helped in several different ways that will go a

long way in facilitating the commencement of a wonderful journey.