ktdc,training report

On the job training report

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LIST OF FIGURES, FORMS, FORMATS AND

PICTURES

v PHOTO GALLERY

v F&B SERVICE ORGANISATION CHART

v RESTAURANT LAYOUT

v MENU CARD

v KOT FORMAT

v STORE INDENT

v PURCHASE REQUISITION FORM

v CASH/CREDIT MEMO FORM


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CHAPTER-1

Kerala Tourism Development Corporation

The Kerala Tourism Development Corporation (KTDC) is a government agency headed

by MR. Cherian Philip that conducts and regulates the tourism activities of the Indian

state of Kerala. The KTDC is headquartered at Trivandrum, and has offices across all

the districts of Kerala. KTDC also operates hotels, resorts and tourist rest houses in

different key locations within the state. The department has the official slogan Official

host to God’s own country. The department has also won numerous awards for many of

its initiatives.

The KTDC, the largest chains of hotels in Kerala, has over 60 properties across the

state. You can choose from the most luxurious palaces to simple budget

accommodation. All of them meticulously designed to provide convenience and comfort.

So that you experience a slice of paradise every time you stay in God’s Own Country.

With an array of prime properties set in the finest spots of Kerala’s theme destinations,

Kerala Tourism Development Corporation, the largest hotel chain in Kerala, present

exotic ways to experience Kerala.

Designed to give you a feel of the heritage of hospitality this land is renowned for.

Offering you a spectacular view of its natural splendor. And a taste of its spicy richness.

With a subtle blend of the traditional and the luxurious, these properties are destinations

by themselves.


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WATERSCAPES

BACKWATER RESORTS, KUMARAKAM

INTRODUCTION

Kerala is enriched with her backwaters and lakes. They have dilated her

history. Shaped her present and promise a future by virtue of offering

incomparable beauty and unique experience. The most interesting are in the

backwaters is the"Kuttanad region" called the rice bowl of Kerala. Kerala's

Ayurvedic lifestyle has a profound influence on the food habits and

procedures of cooking. Abundant resources for vegetation, water and paddy

suffice the culinary habits of the land.

KUMARAKOM: When nature is all you need to recuperate, Kumarakom is

undoubtedly the most invigorating, fascinating paradise in Kerala, God's own

country. The slender coconut palms standing here, there and everywhere, its never

ending paddy fields, meandering lagoons and backwaters, mangroves nesting birds

of a hundred varieties can peacefully calm and invigorate your mind with renewed

inspiration for your vocation and life. That is the pristine beauty of Kumarakom.


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In and Around Kumarakom

Bird sanctuary

Located on the banks of the Vembanad Lake, the bird sanctuary is spread across 14

acres. The Kumarakom Bird Sanctuary, an ornithologist's paradise is a favourite

haunt of migratory birds like the siberian stork, egret, darter, heron and teal.

Pathiramanal (sands of midnight), an enchanting island on the lake, can be

accessed by boat from here. This 10 acre island on the backwaters is home to many

rare varieties of migratory birds from different parts of the world. According to

mythology a young Brahmin dived into the Vembanad Lake to perform his evening

ablutions and the water madeway for the land to rise from below. The island can be

accessed only by boat. A cruise along the Vembanad Lake is the best way to

experience the sanctuary.

Kerala backwaters

The Kerala backwaters are a chain of brackish lagoons and lakes lying parallel to

the Arabian Sea coast (known as the Malabar Coast) of Kerala state in southern

India. The network includes five large lakes linked by canals, both manmade and

natural, fed by 38 rivers, and extending virtually half the length of Kerala state. The

backwaters were formed by the action of waves and shore currents creating low

barrier islands across the mouths of the many rivers flowing down from the

Western Ghats range.


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WATERSCAPES-KUMARAKOM

Waterscape is a cluster of cozy, thatched cottages built on stilts 21/2

meters above the ground. The resort site is broken up into little islets on the

western banks of the lake, is laced with a network of canals with wooden

bridges over them. Waterscape is surrounded by coconut and rubber

plantations, paddy fields and thick mangrove forests. At the other end of the

estate is the Kumarakom bird sanctuary, a natural eco-system of the

backwater birds. Assuring solitude, peace and quiet. It is an attempt to

capture the essence of the Kerala experience and then offer it in a unique

setting. Nothing has been added that does not already belong. It is just 20

km from Kottayam railway station and 110km from Cochin international

Airport


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FACILITIES

• 40 cottages

• Pearl Spot –The Multi Cuisine Restaurant

• The Coffee Lounge-The 24 hours working coffee shop

• Beer Parlour

• View Point-Conference Hall with 250 pax

• Age Halt –The massaging Centre

• High Life – Swimming Pool

• Satellite television & telephone

• Internet and Fax Facilities

• Travel Desk

• Currency Exchange

• Power Laundry

• Doctor on call

• Boat cruise on the backwaters

• Game Parlour

• Fishing

• Kettuvalloms-Traditional House Boats on hire basis

• Car hire facilities

• Sight seeing trips


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PICTUTRE GALLERY

FRONT OFIICE SUPERIOR ROOM

PEARL SPOT, CANAL VIEW ROOMS

SPECIALITY RESTAURANT


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SUPERIOR LAKE VIEW ROOMS COFFEE SHOP

VIEW OF THE LAKE VIEW OF THE HOTEL


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CHAPTER-2

PROFILE OF F&B SERVICE DEPARTMENT

Haute cuisine is guaranteed at waterscapes resorts food menu, in its

restaurants and its other F&B outlets. The hotel has one of the best

restaurants in Kumarakom, which serves regional, national and international

dishes. The hotel also has its room service, beer parlour, coffee shop also

at its service for the guest.

PEARL SPOT-THE MULTI CUISINE RESTAURANT

Pearl spot is a multi cuisine restaurant standing on stilts over the lake offers

a unique dining experience in the serene environs of backwater country.

The restaurant is furnished in a themed and stylish manner.

Pearl spot have a capacity of serving 60 covers at a time. It has 11 tables

and it is classified as per the letters A, B, and C. Letter “A” is having 4

chairs in its 5 tables. Letter “B” has 6 chairs with 4 tables Row “c” is having

8 chairs in its 2 tables.

It has a separate buffet counter in a semi circle shape and buffet counter is

opened for break fast, lunch and dinner. The corners of the buffet counter

will be always decorated with beautiful flower arrangements and by the

crafts of the trained employees doing beautiful carving works made in ice,

vegetable, and margarine etc.The restaurant also serves wine and beer.

Speaking about the guest who comes to the restaurant is mostly foreign

travelers, business delegates, celebrities, beurocrats, and politicians. Its

good place for an excellent dining experience.


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FOOD & BEVERAGE SERVICE ORGANISATION CHART

GENERAL MANAGER

F&B MANAGER

RESTAURANT ROOM SERVICE

CAPTAIN CAPTAIN

HEAD WAITER HEAD WAITER

WAITER WAITER

TRAINEES TRAINEES


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FOOD & BEVERAGE MANAGER

Reports to: General Manager

Job summary:

Ensures that required profit margins are achieved for each F&B area in

each financial period

Updating and compiling, new wine list according to the availability of stocks,

current trends and guest needs Compiling in liaison with the kitchen menus

for the various food service areas of and for special occasions. The

purchasing of all food and drinking materials. Ensure that quality on relation

to the price is maintained

CAPTAIN

Reports to; Outlet Manager

Job summary;

Overall in charge of the staff teams and is responsible for setting that al the

dishes necessary for the preparation for service are efficiently Carried out.

He will Assist the reception waiter during service and take order if

necessary. He will compile duty rotes and staff holidays. Finally he

motivates and makes appraisal report of each staff.


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HEAD WAITER

Reports to; captain

Job summary;

He is in charge of one rang. He takes all the guest orders and delivers them

to the guest after taking KOT.He maintains the cleanliness of staff.

WAITER

Reports to; captain

Job summary;

He acts at the instruction of the head waiter. He helps to clear the table after

each course Takes ordered dish from kitchen as per the kot t o the guest.

He does the cleaning and preparatory task

TRAINEE

Reports to; waiter

Job summary;

He’s a learner. He clears the tables of dirty plates Keeps the side board well

fitted with equipment. Lifts and carry heavy equipments. Does the mis-en-

place and water service at the tables and necessary refilling at the buffet

counter


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STAFF SCHEDULING

The staff scheduling for F&B service Department differs according to the

outlet. The restaurant, banquet, bar has two shifts per day. There is a day

and evening shift for all departments, except room service departments,

which has day, evening, and an evening night shift. Each employee will

have to work for a minimum 48 hours a week if they work more an extra

leave or an extra pay is given for overtime.

The restaurant department has its employees working on odd even basis,

one day an employee works for the day, the other day he has to work for

night shift. If there is an employee shortage in banquet department the

restaurant employees are taken for overtime shift. Each employee in the

department has to work for 8hrs or more for a day for 6 days a week. Each

shift will have one captain, one headwaiter, two waiters and three trainees

at the restaurant.

The banquet department has also their employee working on one-day

morning and other day evening basis for 8 hours every working day, six

days a week. If there is a shortage for employees then they have to do over

time. Each shift will have two captains, three headwaiters, four waiters, and

10 trainees at the convention center during busy hours.

Room service department has three shifts a day morning shift,

evening shift and evening night shift. The employees doing morning

shift does evening shift next day covering and the employee doing

evening -night shift works for 16hrs in the shift and does it 3 times

a week. There is a pair of employees doing the evening night shift

on an odd even basis. Each shift has one captain one waiter and

two trainees. Bar has two shifts a day, day and night shifts. Each

shift has one caption, one headwaiter, two waiters and three

trainees per shift.


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CHAPTER-3

LAYOUT OF RESTAURANT

A: – four covers

B: – six covers

C: – eight covers

S: - sinks

SB: - side boards


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EQUIPMENT USED IN RESTAURANT

Crockery

• Bread and Butter plate (side plate) • Dessert plate (sweet plate) • Tea & Coffee cup • Tea & Coffee saucer • Tea & Coffee pots • Milk jugs • Egg cups • Soup cup • Salad bowl • Platter

Cutleries & Flatware’s

• Large knife & Large fork • Joint fork &Joint knife • Fish knife & Fish fork • Dessert spoon & Dessert fork • Soup spoon • Bread & Butter knife • Tea & coffee spoon • Cruet set • Pepper mill • Ashtray • Menu stand • Table numbers


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Par stock in the side board

Dinner plates: - 4 * no. of seats.

Salad plates: - 4 * no. of seats.

B&B plates: - 4 * no. of seats

Cups: - 4 * no. of seats

Saucers: - 4 * no. of seats

Sugar containers: - 1 * no. of seats

Flatware: - 4 * no. of seats

Glassware: - 4 * no. of seats


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CHAPTER-4

FOOD AND BEVERAGE SERVICE OPERATIONS

The operations done at the F and B service unit differs according

to the type of unit.

Each outlet has its own function and guest to be handled. This is

described outlet wise.

RESTAURANT

v The operations at the restaurant starts at morning 6.30 am with

arrangement of chef en dishes with food at the buffet counter .the

mis en place is completed in the night shift for the morning buffet.

The break fast stars at 7.00 am and room guest start coming to

restaurant. And they are given free breakfast as per the

continental plan. The captain makes a note of the room guest

coming to have breakfast with the room occupancy chart. The

guest is also served with tea, coffee and egg of their choice.

v After the breakfast is over the food containers are taken for

washing along with other dirt vessels, cutleries and the mis en

scene for lunch is done with the arrangement of chef en dishes at

the counter and placement of cutleries, water glass at the table

and placing napkin folding. Then food is placed in the chef en

dishes for the lunch buffet. The lunch starts at 12.30 pm until

3.00pm.during this; guests come and have their lunch buffet or a

la carte lunch. The restaurant also serves alcohol during the lunch


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on guest request. The captain takes the responsibility of checking

in to the guest payments and giving the cash to the cashier and

providing the guest with receipt and wishing the guest a good day.

In case of a room guest the bill is charged to the room and the

guest signature is taken in the bill and is send to the front office.

At three the day shift gets over and the evening shift takes charge

and removes the dirt vessels and cleans the buffet counter. And

performs the mis –en –place for evening dinner buffet. And during

the evening shift the dirty napkins are send to the laundry for

clean napkins in exchange. And the exchange of linen is noted in

the linen book of restaurant.

v The dinner begins at seven after the buffet table is ready. The

food service and alcohol serving procedures remains the same. On

arrival of the guest they are asked for reservation, if they have

made any reservation at the restaurant. Then the guest are

seated and served water. And the guest is presented with the

buffet menu and the a la carte menu cards. Guest food orders are

taken and the KOT is given to the kitchen for the same, and food

is delivered to guest. In case of guest asks for alcohol they are

given with wine and alcohol list. KOT is given to the bar and guest

is served with liquor of their choice. Finally after the meal the

alcohol bill is charged from the bar and restaurant bill at

restaurant cash. Then dinner ends at 10.30 pm and food

containers are removed and mis en place for the morning

breakfast is done.


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ROOM SERVICE & COFFEE SHOP

The room service department takes care of coffee shop and room

service. The operations performed by the room service

department involves setting the room service trolley with

necessary mis-en-place like cutleries and crockery, taking guest

food and beverage orders, delivering it on time, clearing the dirty

food plates, taking KOT for the food ordered and placing it on

kitchen, charging the bill or crediting it to room guest account by

taking guest signature, delivering the room guest credited bills to

front office.

These are the main operation done by room service. Other than

this they also have an additional responsibility of looking after

coffee shop which serves snacks and light beverages. Here

employees have to keep ready the coffee shop mis-en-place by

arranging cutleries, side plate, napkin folding, and water glasses.

Taking guest orders on arrival, taking KOT, delivering the food

and charging the guest for the services.


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FORMS & FORMATS USED IN F & B SERVICE

KOT/BOT/RECEIPT FORMAT

The format for KOT, BOT, and Bill is almost the same. All the four have

the table number and name of the food item ordered. But in case of bill

the formats have the price of food item, quantity ordered. And in case of

room guest the bill bears the guest name. In the case of BOT, KOT it

only bears the table number, name of food/beverage item and quantity

ordered.

COVER OCCUPANCY REPORT

The cover occupancy report is used to analyze the sales that occurred in

the restaurant basing up on the occupancy. Each table is shown in the

report. If the sales a la carte/ table de hote are marked in the column

of the concerned table. It has the name of the captain operating during

the hour, number of covers sold, revenue earned, no of resident guest

etc.


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CHAPTER-5

SWOT ANALYSIS

STRENGTHS

v The hotel is eco –friendly

v This hotel got a good natural beauty around it as its located beside the

Kumarakom bird sanctuary.

v The resort has its own house boats for the resort guest to enjoy the

backwaters.

v The resort comes under the chain of KTDC currently known as Kerala Hotels

And Resorts which helps it to get more reservations from abroad.

WEAKNESS

v The hotel staff is not well trained in guest handling and behaving with the

guest.

v Most of the hotel staff doesn’t have professional hotel management

graduation.

v The regular maintenance of the guest rooms are not done, which is

reducing number of rooms that can be a sold.

v There is problem related to rodents in the villas due to lack of pest control

procedures.

OPPERTUNITIES

v The hotel can improve its boating capacity and start a boating club in the

area which can increase the revenue.

v The resort can conduct bird sanctuary tours for the resort guest.


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v The hotel can open bar in the area

THREAT

v The hotel is getting competition from near by resorts like Taj and

Radissons.

v The hotel should improve its marketing strategy to increase occupancy.

v The hotel needs to recruit and fill in the vacancies of the employees,

trainees. Else it might cause increase in work load to other employees.


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CONCLUSION

In conclusion, there ware many thing that I have experience and learned during

the three month of my Industrial Training at WATERSCAPES. The whole training

period was very interesting, instructive and challenging. Through this training I was

able to gain new insights and more comprehensive understanding about the real

industry working condition and practice. The three month placement also has

provided me the opportunities to develop and improve my soft and functional skills.

All of this valuable experience and knowledge that I have gained were not only

acquired through the direct involvement in task given but also through other aspect

of the training such as work observation , interaction with colleagues and superior.

From what I have undergone, I am hundred percent agree that the industrial

training program have achieve its entire primary objective. It’s also the best ways

to prepare student in facing the real working life. As a result of the program now I

am more confident to enter the employment world and build my future career.

ktdc,training report

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