os_lemeridien_emily_mba(ft) - approved (1)

Report of the

ORGANIZATION STUDY

done at

Le MÉRIDIEN RESORT AND CONVENTION CENTER

KOCHI - 682034

Submitted to the School Of Management Studies, Cochin University of Science and Technology, Kochi – 682 022 in partial fulfillment of the requirements for the award of the

Degree of Masters of Business Administration

BY

EMILY RENU THOMAS

Organisation Guide: Mr. AJITH JOSE

Faculty Guide: Dr. K. KRISHNAN NAMPOOTHIRI

SCHOOL OF MANAGEMENT STUDIES

Cochin University of Science and Technology

Kochi – 682 022

30th July 2010

Organizational Study of Le MERIDIEN Cochin

DECLARATION

I hereby declare that the report of the organisation study entitled “AN

ORGANISATIONAL STUDY OF Le MÉRIDIEN RESORT AND

CONVENTION CENTER, COCHIN” is based on the original work carried by

me under the supervision of Dr. K. Krishnan Nampoothiri, Professor, School of

Management Studies and Mr. Ajith Jose, Rooms Division Manager, Le Meridien

Resort and Convention Centre, Cochin, towards partial fulfillment of the

requirements for the Masters Degree in Business Administration course of

Cochin University and that the report has not been submitted elsewhere in

connection with any other academic or non academic purposes.

Emily Renu ThomasEmily Renu Thomas

Date: Date: 30. 7. 201030. 7. 2010

Place: Place: KalamasseryKalamassery

School of Management Studies, CUSAT 4


SCHOOL OF MANAGEMENT STUDIES,SCHOOL OF MANAGEMENT STUDIES,

COCHIN UNIVERSITY OF SCIENCE AND TECHMOLOGY,COCHIN UNIVERSITY OF SCIENCE AND TECHMOLOGY,

Kochi – 682 022

CERTIFICATECERTIFICATE

This is to certify that the report of the Organization study done at “Le MÉRIDIEN

RESORT & CONVENTION CENTER, KOCHI”, in partial fulfillment of the

requirements for the award of the Degree of Masters of Business Administration by

Ms. Emily Renu Thomas is a bonafide record.

Dr. K. Krishnan Nampoothiri(Faculty Guide)School of Management StudiesCochin University of Science and TechnologyKochi -682 022



ACKNOWLEDGEMENT

I acknowledge with great gratitude all those who helped me to make this project a

success. At the very outset, I express my thanks to the almighty God who has bestowed

upon me his blessings and gave me the required skill to pursue this in a healthy

constitution.

My special thanks to Mr. Deepak Thomas, Financial Controller, Mr. Ajith Jose,

Rooms Division Manager, Mr. Sujith Raj, Asst. HR Manager and Ms. Anu Aravind, HR

executive of Le MÉRIDIEN, Cochin for giving me a chance to do this Organizational

Study and for their guidance and support.

I express my sincere thanks to Prof (Dr.) K. B. Pavithran, Director, School Of

Management Studies and Dr. S. Rejitha Kumar, coordinator of the Organisation Study

for permitting me to do my study and providing me the necessary support.

I am extremely thankful & indebted to my parents, and friends especially who

were constantly supporting me throughout my project work.

Last but not least, I place on record my sincere gratitude to Dr. K. Krishnan

Nampoothiri, Associate Professor, School of Management Studies, CUSAT, for his

valuable guidance throughout the project.

Emily Renu Thomas



CONTENTS

1. Introduction

1.1. Meaning and Scope of Tourism 10

1.2. The Indian Tourism Industry 10

1.3. Tourism in Kerala 13

1.4. Tourism and the Hotel Industry 14

1.5. Classification of Hotels 15

2. Profile of the Organisation

2.1. Introduction 24

2.2. Profile 25

2.3. Organisational Structure 29

2.4. Organisational Chart 30

3. Departments

3.1. The Front Office Department 32

3.2. House Keeping Department 42

3.3. Food & Beverages Service Department 53

3.4. Food & Beverages Production Department 61

3.5. Ancillary Departments 70

3.6. Sales and Marketing Department 71

3.7. Accounts and Finance Department 72

3.8. Credits Department 73

3.9. Human Resource Department 74

3.10.Engineering Department 76

3.11.Security Department 77

3.12.Stores and Purchase Department 78

3.13.Food and Beverage Control Department 80

3.14.Kitchen Stewarding Department 82

4. SWOT

4.1. Strengths of the Organisation

85



4.2. Weakness of the Organisation 85

4.3. Opportunities for the Organisation 86

4.4. Threats for the Organisation 86

5. Conclusion 87



Chapter 1

INTRODUCTION



1. 1. MEANING AND SCOPE OF TOURISM

According to World Tourism Organisation, tourism comprises the activities of

persons traveling to and staying in places outside their usual environment for not more

than one consecutive year for leisure, business and other purposes not related to the

exercise of an activity remunerated from within the place visited.

Tourism is different from travel. In order for tourism to happen, there must be a

displacement: an individual has to travel, using any type of means of transportation (he

might even travel on foot: nowadays, it is often the case for poorer societies, and happens

even in more developed ones, and concerns pilgrims, hikers …). But all travel is not

tourism.

Three criteria are used simultaneously in order to characterize a trip as belonging

to tourism. The displacement must be such that:

It involves a displacement outside the usual environment: this term is of utmost

importance and will be discussed later on;

Type of purpose: the travel must occur for any purpose different from being

remunerated from within the place visited: the previous limits, where tourism was

restricted to recreation and visiting family and friends are now expanded to include a

vast array of purposes;

Duration: only a maximal duration is mentioned, not a minimal. Tourism

displacement can be with or without an overnight stay. We shall discuss the

particularity of in transit visits, from a conceptual and statistical point of view.

1. 2. THE INDIAN TOURISM INDUSTRY – An Overview

The tourism industry in India is substantial and vibrant and is fast becoming a

major global destination. It is one of the most profitable industries in the country and is

credited with contributing a substantial amount of foreign exchange. The industry is



experiencing a strong period of growth, driven by the burgeoning Indian middle class,

growth in high spending foreign tourists and coordinated government campaigns to

promote ‘Incredible India’. According to the Director-General, Tourism, Govt. of India,

domestic tourism has grown substantially during the last one decade. It increased to 167

million in 1998 from just 64 million in 1990, thus registering a compound annual growth

of 12.8 per cent.

According to the ‘Travel and Tourism Competitiveness Report 2009’ published

by the World Economic Forum, India is ranked 11th in the Asia Pacific region and 62nd

overall, moving up three places on the list of the world's attractive destinations. It is

ranked the 14th best tourist destination for its natural resources and 24th for its cultural

resources with many World Heritage sites, both natural and cultural, rich fauna, and

strong creative industries in the country. India also bagged 37th rank for its air transport

network. The India travel and tourism industry is ranked 5th in the long-term (10-year)

growth and is expected to be the second largest employer in the world by 2019.

Several reasons are cited for the growth and prosperity of India’s travel and

tourism industry. Economic growth has added millions annually to the ranks of India’s

middle class, a group that is driving domestic tourism growth. Thanks in part to the

booming IT and outsourcing industry, a growing number of business trips are made by

foreigners to India, who will often add a weekend break or longer holiday to their trip.

Foreign tourists spend more in India than almost any other country worldwide.

The Tourism Ministry has also played an important role in the development of the

industry, initiating advertising campaigns such as the 'Incredible India' campaign, which

promoted India’s culture and tourist attractions in a fresh and memorable way. The

campaign helped create a colorful image of India in the minds of consumers all over the

world, and has directly led to an increase in the interest among tourists.

Combining unparalleled growth prospects and unlimited business potential, the

industry is certainly on the foyer towards being a key player in the nation's changing face.

Furthermore, banking on the government’s initiative of upgrading and expanding the



country’s infrastructure like airports, national highways etc, the tourism and hospitality

industry is bound to get a bounce in its growth.

The hotel and tourism industry’s contribution to the Indian economy by way of

foreign direct investments (FDI) inflows were pegged at US$ 2.1 billion from April 2000

to March 2010, according to the Department of Industrial Policy and Promotion (DIPP).

According to the Travel & Tourism Competitiveness Report 2009 brought out by the

World Economic Forum, the contribution of travel and tourism to gross domestic product

(GDP) is expected to be at US$ 187.3 billion by 2019. The report also states that real

GDP growth for travel and tourism economy is expected to achieve an average of 7.7 per

cent per annum over the next 10 years. Export earnings from international visitors and

tourism goods are expected to generate US$ 51.4 billion (nominal terms) by 2019.

Furthermore, the sector which accounted for 6.4 per cent of total employment in 2009 is

estimated to rise to 7.2 per cent of total employment by 2019.

While the sector was struggling since the second half of 2008-09 due to negative

travel advisories and security concerns, there has been a strong pick-up in foreign tourist

arrivals (FTAs) since December 2009. Given the recent increase in arrivals, analysts

estimate FTAs will increase from 5.1 million in calendar year 2009 (CY09) to about 5.8

million and 6.6 million in CY11 and CY12 respectively. Further, domestic tourist flow,

which is growing 12 per cent annually, will touch 760 million by CY11.

According to industry data, India is expected to double the number of branded

hotel rooms from 100,000 now in just three years. Leading the pack are global hotel

chains, which will add over 300 hotel properties (an estimated 55,000 rooms) in the

country by 2013, as per data compiled by companies.

India’s governmental bodies have also made a significant impact in tourism by

requiring that each and every state of India have a corporation to administer support

issues related to tourism. According to the Consolidated FDI Policy, released by DIPP,

Ministry of Commerce and Industry, Government of India, the government has allowed

100 per cent foreign investment under the automatic route in the hotel and tourism related



industry. The terms hotel includes restaurants, beach resorts and other tourism complexes

providing accommodation and /or catering and food facilities to tourists.

The Indian hospitality sector is certainly the most apt replication of the belief

'Atithi devo bhava'- touch of tenderness, a helping hand and a welcoming visage.

According to the World Travel and Tourism Council (WTTC), the growth in the

hospitality industry is pegged at 15 per cent every year, with 200,000 rooms needed, the

hotel segment of India is on the brink of an astounding growth.

1. 3. TOURISM IN KERALA

Kerala, located on the Southwestern tip of India, enjoys unique geographical

features that have made it one of the most sought-after tourist destinations in Asia.

Fondly referred to as ‘God’s Own Country’, Kerala was selected by the National

Geographic Traveller as one of the 50 destinations of a lifetime and one of the thirteen

paradises in the world. An equable climate, serene beaches, tranquil stretches of

backwaters; lush hill stations and exotic wildlife are the major attractions of this land. A

unique advantage of Kerala is that most of the destinations here are just two to four hour

drive from the other. Classical art forms, colourful festivals, unique cuisine are some of

the cultural marvels that await travellers. Ayurveda, the ancient Indian system of

medicine and Panchakarma, the rejuvenation therapy in Ayurveda have also helped

Kerala to gain a pan-global reputation as a top of the line destination. And in Kerala, the

season never ends, thanks to the year-long moderate climate and numerous festivals and

events.

Kerala is visited by thousands of travelers each year from different regions of the

world. As Kerala backwaters and beaches form the main tourism industry of the state,

most of the beach and backwater hotels are located near the backwater canals. Kerala is

endowed with various tourist treasures like backwaters, lakes, rivers, beaches, rich

ayurveda and yoga culture, ritual art forms and classical dance and music, historical

monuments such as temples, forts and churches. The tourism industry of Kerala is

booming tremendously and to provide a comfortable stay to the tourists various beach

resorts and backwater hotels are run by both private and government sectors. Kerala



Beach resorts and hotels are growing in number to cater the needs of the travelers. The

uniqueness of the Kerala beach and backwater hotels is that most of the hotels have their

own ayurveda centre.

Kerala Hotels besides offering various modern room amenities provide some

recreation facilities including water sports, house boat cruising, eco camp visit, music and

dance concert, ayurveda massage and treatments. While one is visiting Kerala for

holidaying, he can stay at a beach or backwater resort in this state. One can have

quintessential experience of Kerala foods and culture at these hotels. The resorts of

Kerala are well-connected to the main air, road and railways.

The Hotels in Kerala features a wide variety of cuisine including Keralite flavors,

Indian and continental delicacies. The traditional Keralite lip-smacking delicacies are

sure to be soothing to the palates. The foodies can taste various mouth-watering dishes

here. Besides the restaurants of the Kerala beach resorts serve Indian sea foods of various

types.

Kochi, known as the hub of the hotels in Kerala houses various hotels. It has an

international airport well-connected to various main tourists’ locations. Besides,

Trivandrum, Alleppy, Kumarakoram, Kollam, Kottayam, Kozhikode have also various

beach and backwater hotels. While visiting this Indian state, one can explore the treasures

of Kerala staying at a hotel. Mainly the Hotels of Kerala are known as the beach and

backwater hotel due to their location near a sea beach or a backwater. The coastal area of

Kerala is known as Western Ghat in Indian geography.

1. 4. TOURISM AND THE HOTEL INDUSTRY

The hotel industry is a mature industry marked by intense competition. Market

share increases typically comes at a competitor’s expense. Industry-wide, most growth

occurs in the international, rather than the domestic, arena. According to the British laws

a hotel is a place where a “bonafied” traveler can receive food and shelter provided he is

in a position to for it and is in a fit condition to receive.

Hotels have a very long history, but not as we know today, way back in the 6 th

century BC when the first inn in and around the city of London began to develop. The

first catered to travelers and provided them with a mere roof to stay under. This condition


http://www.pressreleasepoint.com/tourism-industry-kerala-booming-tremendously#%23

http://www.pressreleasepoint.com/tourism-industry-kerala-booming-tremendously#%23


of the inns prevailed for a long time, until the industrial revolution in England, which

brought about new ideas and progress in the business at inn keeping. The invention of the

steam engine made traveling even more prominent, which had more and more people

traveling not only for business but also for leisure reasons, this lead to the actual

development of the hotel industry as we know it today.

1. 5. CLASSIFICATION OF HOTELS

Hotel can be classified into different categories or classes, based on their

operational criteria. For example the type of accommodation they provide, location of the

property, type of services provided, facilities given and the clientele they cater to can help

categorize hotels today.

Hotels today are basically classified into the following categories:

1. Market segment:

Economy / limited services hotel

Mid market hotel

All suite hotels

Time-share hotels

Condotel / Condiminium

Executive hotels

Luxury / Deluxe hotels

2. Property type:

Traditional hotel

Motels

Bread and break fast inns

Commercial hotel

Chain hotel

Casino hotel

Boutique hotels

Resorts



3. According to size:

Small hotels [150 rooms]

Medium hotels [up to 299rooms]

Large hotels [up to 600rooms]

Other classification can be based on:

a) Market segment

b) Property type

c) Size

d) Level of services

e) Owner ship and application

f) Plans

g) Type of patronage

h) Length of guest stay

i) Location etc

Market Segment

Economy hotel:

It provides efficient sanity private rooms with bath. The furnishing and decor are

acceptable to majority of travelers. Food and beverage service may or may not be

available.

Mid market hotels:

They offer comfortable accommodation with private on premises bath. Food and

beverage services and uniformed bell staff. They offer above average luxury.

All Suite hotels:

It offers separate sleeping and living areas along with a kitchenette and a stocked bar, and

offer class service.



First class hotels:

They are luxury hotels with exceptional decor better than average food and beverage

service, uniformed bell services. They often have 2 or 3 dining rooms, swimming pool,

spas etc.

Deluxe hotels:

They are better and offer more specialized services than first class hotels. They also

provide limousine services.

Property Type

Traditional hotels:

They have the basic concept of rooms with break fast, bell desk services and the other

usual services.

Motels:

They are located on highways. Guest is given parking right outside their rooms. They

usually have a gas station / workshop attached to them.

Resorts:

They are usually situated in tourist locations like on rivers, mountains, jungles, or the sea.

They give more privilege to sports activities leisure and re-creation activities like

manages, sightseeing, adventure sports, etc.

Resident hotels:

Where guest stay for longer duration, stay like weeks, months even years.

Casino hotels:

They are hotels usually in tourist spots and mainly cater to people who are on holidays.

Casino hotels like the name suggest offer gambling facilities along with accommodations.



Size

Small hotel – up to 150 rooms

Medium hotels –150 to 299 rooms

Large hotels – 299 to 600 rooms

Extra large hotels – above 600 rooms

Level of Services

World-class services:

They target top business executives and provide service s that cater to needs of such

people like lap tops in the rooms, business center, sectarian services.

Mid range services:

They appeal to the larger segment of traveling public [tourist]. The services provided by

the hotel are moderate and sufficient to budgeted travelers.

Economy / Limited services hotel:

They provide comfortable and inexpensive rooms and meet the basic requirement of the

guest. These hotels may be large of small in size depending on the kind of business they

get. The key factor behind the survival of these hotels is that they are priced very low and

are in the budget of most of the travelers.

Ownership and Affiliation

Independent hotels:

They have no application with other properties. They have their own management and are

single properties with one owner.

Chain hotels:



They impose certain minimum standards, levels of service, policies and procedures to be

followed by their entire establishment. Chain hotels usually have corporate offices that

monitor all their properties and one management runs these properties. That is all the

hotels under the chain are completely owned and run by the chain itself.

Franchisee hotels:

The franchisee grants the entities, the right to conduct business provided they follow the

established pattern of the franchisee, maintains their standards, levels of service, practice

their policies and procedures.

AWARDING OF CLASS

Govt. of India, Department of Tourism is doing the widely accepted categorization.

The hotel is classified into different star categories ranging from 1 star to 5 star deluxe.

Recently a new category, Heritage hotel has also been added to it. The present system of

classification is based on the facilities available in the concerned hotels. The Department

of Tourism had constituted a committee, HRACC (Hotel & Restaurant Approval and

Classification Committee), which inspects the Hotel to assess its suitability. There are 5

such committees- the central committee and four regional committees. The classification

or reclassification of 4 star, 5 star and 5 star deluxe hotels is handled by the Central

Committee and that of 3 star, heritage hotels and restaurants are done by the regional

committees. The classification of 1 and 2 star hotels is done by the state government.

These are a few things listed down that are taken into consideration while awarding star

category to any hotels.

Number and types of rooms the hotel has

Elegant and comfortable surroundings

Room’s efficiency

Cleanness and sanitation

Staff size and specialization

Range and level of services

Number of Restaurants

Bars and Beverage services



Concierge services

Accessibility to entertainment

Availability of transportation

Spa and swimming pool facility

Reservation and referral services

Three Star categories:

For a hotel to be recognized as a three star property the architectural features and

general features of the building should be very good there should be adequate parking

facilities. At least 50% of the rooms must be air-conditioned. Also the ambience and

decor of the place must be ecstatic.

They should provide reservation and information facility apart from reception,

information, bell service at least two gourmet dining facility should be available. The

establishment may or may not have banqueting facility.

They should provide high levels of personalized services. The staff must be well

trained and proper standards for hygiene and sanitation must be followed. Also all

properties have to keep in mind that proper waste management is done.

Four Star categories:

Expectations at this level include a degree of luxury as well as quality in the

furnishings, decor and equipment, in every area of the hotel. Bedrooms will also usually

offer more space than at the lower star levels, and well designed, coordinated furnishings

and decor. The en-suite bathrooms will have both bath and fixed shower. There will be a

high enough ratio of staff to guests to provide services like porterage, 24-hour room

service, laundry and dry-cleaning. The restaurant will demonstrate a serious approach to

its cuisine.

Five Star categories:



Five star categories are only allotted to properties, which have all the qualities of

a three star property and a few additional. Like the entire property must be centrally air

conditioned.

The building of the property must be an attractive one. All the rooms must be

spacious. The property must have proper banqueting facility, business center. Proper and

well-maintained pool and health club a spa is optional.

The property must have 24 hour coffee shop, round the clock room service, a bar,

and a minimum of 1 gourmet restaurant. The staff must be highly trained and a degree of

specialization must be shown. State of art equipments must be used and the facility

provided in the rooms must be sophisticated.

Five Star Deluxe categories:

They are more or less like five star properties with the only difference is that they

are on a larger scale. Five star deluxe properties maintain a very high staff to guest ratio

and very high levels of service is maintained. They in addition to five star properties have

5 to 7 dining rooms, a bar, 24-hour coffee shop, banqueting facility, spas, fitness centers,

business centers etc. The organisation studied viz., Le MÉRIDIEN RESORT &

CONVENTION CENTRE, Kochi, comes under this category.

Leading Hotels in Kochi

Dream, Cochin

Taj Malabar, Willington Island

Taj Gateway, Cochin

Le Méridien Resort & Convention Center, Maradu

Ramada Resort, Kumbalam

Trident, Willington Island

Casino Hotel, Willington Island

The Brunton Boatyard, Fort Kochi

Abad Plaza

Abad Atrium

Gokulam Park Inn



The Avenue Regent

Harbour View Residency

Travancore Court



Chapter 2

PROFILE OF THE ORGANISATION

2. 1. INTRODUCTION



The internationally renowned Le Méridien brand was established in 1972 by Air

France "to provide a home away from home for its customers." The first Le Méridien

property was a 1,000-room hotel in Paris — Le Méridien Etoile. Within two years of

operation the group had 10 hotels in Europe and Africa. Within the first six years the

number of hotels had risen to 21 hotels in Europe, Africa, the French West Indies,

Canada, South America, the Middle East and Mauritius. The group continued to grow

and, by 1991, the total number of Le Méridien properties had risen to 58.

In late 1994, Le Méridien was acquired by UK hotel giant, Forte, which in turn

was acquired by Granada Group plc in 1996. Through a merger in the summer of 2000

between Forte's parent company, Granada Group plc, and global contract catering giant,

Compass Group plc — and the subsequent de-merger of the two companies in February

2001 — the ownership of the Forte Hotel Group and its three brands (Le Méridien,

Heritage Hotels and Post house Hotels) passed solely to Compass Group.

In May 2001, Nomura International plc announced the acquisition of Le Méridien

Hotels & Resorts from Compass Group plc for £1.9 billion and Le Méridien was merged

with Principal Hotels, which was acquired in February 2001. In December 2003, Lehman

Brothers Holdings acquired the senior debt of Le Méridien.

In November 2005, the Le Méridien brand and management fee business was

acquired by Starwood Hotels & Resorts Worldwide, Inc. The leased and owned real

estate assets were acquired in a separate deal by a joint venture formed by Lehman

Brothers and Starwood Capital (a company not affiliated with Starwood Hotels & Resorts

Worldwide, Inc.).

Currently, Le Méridien is a global hotel group with a portfolio of more than 120

luxury and upscale hotels in over 50 countries worldwide. The majority of its properties

are located in the world’s top cities and resorts throughout Europe, Africa, the Middle

East, Asia Pacific and the Americas.

Le Méridien Cochin is enthroned at the heart of the Arabian Queen, Kochi and is

nestled among 25 acres of coconut groves and backwaters. There are a total of 223

luxurious rooms and suites and a world class International Convention Centre. Le



Méridien, appropriately seated between the airport and the business districts standardizes

convenience and topography.

2. 2. THE PROFILE

Name of the Hotel : Le Méridien Resort and Convention Centre

Star Category : 5 Star Deluxe

Address : Le Méridien Resort and Convention Centre,

NH 47, Kundanoor Jn, Maradu, Pin 682304.

Number of Rooms and Category

Total Guestrooms : 223

Deluxe Twin Rooms : 72

Deluxe King Rooms : 38

Royal Club King Rooms : 26

Royal Club Twin Rooms : 05

Tower Executive Rooms : 12

Tower Suite King Rooms : 42

Tower Suite Twin Rooms : 18

Family Suite : 04

Executive Suites : 04

Honeymoon Suite : 01

Presidential Suite : 01

Outlets and other Facilities

Restaurants

Treasure Trove: Multi Cuisine Restaurant

The Lagoon: Specialty Sea Food Restaurant

Jules Bar

Library Lounge: 24hrs coffee shop

Splash Bar: Pool side bar



Banquet Halls

Cheraman 786 ft2

Raja Ravi Varma 1098 ft2

Taravancore 710 ft2

Manapuram Hall 2497 ft2

Manapuram 1 2056 ft2




Space Frame 8579 ft2

CSM 7265 ft2

Oman 13993 ft2

Nayanar 2745 ft2

Night Club: Thandav

Other Facilities

Swimming Pool

Steam Bath

Sauna

Fitness Center

Spa

Ayurveda center

Ownership of Hotel : Mfar Hotels Ltd.

General Manager : Mr. Rajesh Madan

In-room Amenities

24-hour room service

Air conditioning

Alarm clock



Bathrobe and slippers

Cable movies

Complimentary newspapers

Computer Data port (on request)

CD player

Fax machine

Free nightly shoe shine

Fresh fruit

Full-length mirror

Hairdryer

High-speed Internet access

International direct dial telephone

Interconnecting rooms

Iron and ironing board

Laundry service

Microwave (on request)

Minibar

Refrigerator

Remote-controlled cable television

Safety deposit box/In-room safe

Satellite television

Smoke detectors

Sprinkler system

Stereo/Hi-Fi/CD player (on request)

Tea and coffee making facilities

Turndown service

Umbrellas

Voicemail

Voltage 110/120

Wake up call

Services



24 hour one touch service for all your needs

Currency exchange

Safe deposit lockers

Doctor on call

Baby sitting

Valet service

Indoor car parking

Laundry service

Banquets and meeting space

DVD/ FAX machine / Laptop on request

Secretarial service on request

Hotel Amenities

The hotel incorporates all the amenities that you would expect in a Le Méridien hotel

including:

24-hour Front desk and Concierge desk

24-hour travel desk/travel and tour desk

Barber shop

Beauty salon

Bellman and porter

Business center and secretarial service

Car rental desk

Chemist/Pharmacy

Currency exchange

Disabled ramp and wheelchair access

Doctor on call

Elevators

Express check-in / check-out

Florist

Gift shop

Newsstand

Non-smoking rooms



Nurse (on call)

Outdoor ad indoor parking

Valet parking

2.3. ORGANISATIONAL STRUCTURE

A hotel organizational structure is a comprehensive plan by a hotel management

to define departmental activities and responsibilities. This structure brings order to every

aspect of hotel operation from the front desk and room service to the human resources

department. Hotel organizational structures are necessary to ensure maximum

profitability from each room, restaurant and bar on a daily basis. Your hotel can run

efficiently if it creates an organizational structure that is easy to understand.



Chapter 3

DEPARTMENTS



3.1. THE FRONT OFFICE DEPARTMENT

The Front Office is the nerve center of a hotel property. Communication and

accounting are two of the most important operations in the front desk operation. Effective

communications with guests, employees and other departments of the hotel-are

paramount in projecting a hospitality image, answering guest inquiries about the hotel

services and other guests, marketing and sales departments requests for information on

guest room availability, house keeping department inquiries concerning guest

reservations are but a few of the routine tasks performed almost constantly by a hotel

front desk in its role in communications hub. Accounting procedures involving charges to

registered and non-registered hotel guest accounts are also very important in the

hospitality field. Itemized charges are necessary to show the break down of charges if a

guest questions a bill.

The front office in a hotel holds prime importance in view of the basic nature of

business of a hotel that is to sell rooms, revenue collected form the sale of rooms

contributes to more than 50% of total hotel sales. The profit percentage from sale of

rooms is very high. It has a complimentary role in image building.

The front office of a hotel generally performs the following basic activities:

Processing advance reservations

Registering guests

Rooming guests

Handling guests’ luggage

Issuing room keys

Providing information

Handling guests’ mail and parcel

Administering telephone service

Accounting (making payments and billing)

Checking out guests



The front office at Le Méridien Cochin includes the following:

Reception

Here is where the first opportunity to meet the client face to face surfaces. It is a

place were check in and check out happen. The front desk clerk that is well trained must

be able to portray the hotel in a positive manner. This good first impression will help

ensure an enjoyable visit.

The first step in guest registration process begins with capturing the guest data

such as name, address, zip code, length of stay, company affiliation etc. This information

is needed to maintain the guest history. The various departments in the hotel also require

this information to provide various guest services. The registration process continues with

the extension of credit, room selection, room rate application, and opportunity to sell

hotel services, room key assignment and folio processing. When making the room key


Front Office

Reception

Guest Relation Center

Guest Service Center

Health Club

Valet

SPG Desk

Travel Desk

Concierge


card, first we need to enter the card then the room number, number of days of stay and

number of duplicate keys cards required.

In case of check out when the guest comes, the room service is called for details

regarding any last minute transactions. The bills are presented to the guest for signing and

the credit cards are verified. When foreign exchange transactions are done the currency

along with a statement is taken from the guest and signed. Continually efficient

performance of the registration process is essential hospitality for all guests and

profitability for the hotel.

Guest Registration Procedure

1. Guest request to check into the hotel

2. Front desk projects hospitality towards the guest.

3. Front desk associate inquires about the reservation.

4. Guest completes registration card.

5. Front desk review's completeness of registration card.

6. Front desk associate verifies credit.

7. Front desk associate makes room selection.

8. Front desk associate makes the room assignment.

9. Front desk associate assigns room rate.

10. Front desk associate discusses the sales opportunities for hotel products and services

to the guest.

11. Front desk associate hand over the key card.

12. Front desk associate process folio.

Guest Relation Center

The GRC personnel’s welcomes the guest and make them feel pampered. They

address the guest’s problems and grievances and provide highly personalized service.

GRC take care of VIP’s and frequent guests, escorting them on arrival. GRC contain

information such as name, address, company, arrived date, room number, room type,

nationality etc.



Guest Service Center

The GSC caters to the guests requirements and also collects guest feedbacks. It is a

department that has to be handled very efficiently round the clock, all the calls have to be

attended promptly and politely. Not only does the operator acts as a means of

communications to the hotel, but also creates an impact on the mind of the caller. The

qualities of the operator include: a polite tone, clear and correct communication,

remembrance, secrecy, alertness, knowledge of the Hotel etc.

The location of the GSC is in the back office. There are generally two persons in

each shift. The GSC has a GSC Executive under whom there are the GSC associates.

All incoming calls go through the GSC. In house guests can avail any service by dialing

the extension number 8. Any housekeeping or engineering service request will be notified

to the respective associate in each floor of the hotel. In room dining service requests will

be directed to the order taker in the in room dining section. Outside calls will be promptly

diverted to the respective departments by the GSC associates. On being notified about

check outs the associates would ring the hotel guests and collect their feedback.

The GSC thus coordinates with:

Reservations

Housekeeping

Engineering

In room dining

All other departments and guest rooms

Apart from their daily functions the telephone department performs other functions such

as:

Giving wakeup calls, checking the local and international calls made, keeping an account

on the in-house calls, providing information about the hotel to its guest.

SPG Desk



SPG is one of hotel industry’s best redemption programs. There are three

membership tiers namely, preferred, gold and platinum. The SPG program members are

SPG loyalty desk were they are provide with the required services.

Valet Services

Valet associates drive park and retrieve customer’s car in a safe and courteous

manner and assist customers in and out of the vehicle. They also courteously assist

customers by answering any questions they may have. Controlling traffic at entrance and

exit as needed is also part of their job.

Concierge

The word concierge in French also means doorkeeper or porter literally the word

concierge describes a place where luggage is handled the concierge is well staffed. The

bellboys are in charge of picking up the guest luggage form the car and placing them

inside the desk area and escorting the guest to the reception and after the registration

process is over, the bellboy then escorts the guest to the room. The bellboys are well

versed with the facilities and services of the hotel and as they are always in direct contact

with the guest and also market the facilities of the hotel they must also have a good

command over English.

During check out the bell boy is sent to the room to assist the guest in carrying his

or her luggage, he makes a personnel check of the room and escorts the guest to the

reception.

Concierge Captain

↓

Assistant Captain

↓

Bell boy

Functions of the Bellboys



To delivery guest mail

Page the guest in the hotel and lobby

Check for any disruptions in the rooms

Distribution of the newspapers

Maintain the supply of tablets and a first-aid kit

Help the security with unruly elements

Checkroom on guest departure

Performs any errands as per the requirements by the management and guest

The bell desk coordinates with the:

Front Desk

Security

Porch

House Keeping

Maintenance

Travel Desk

The travel desk assists in making air, rail and road travel bookings. The travel

desk is outsourced to a travel and tour operator: Oscon Holidays.

Business Center

The business center is open round the clock; it is fully equipped to meet the needs

of an international business traveler. It is open to all guest and outsiders for the use of

fax, photocopies, printing, typing, internet, lamination etc.

Heirarchy of Front Office Department:



Rooms Division Manager

↓

Front Office Manager

↓

Assistant Front Office Manager

↓

Front Office Executive

↓

Front Office Associates

Rooms Division

The structure of the rooms division will vary from hotel to hotel. These variations

can be caused by differences in the size of hotels, the types and level of services, and the

organization preferences of management.

The major departments in the rooms division are front office and housekeeping. A

few hotel may also include security. These departments come under the control of the

Rooms Division Manager or Director of rooms.

Rooms Division Manager

A Rooms division manager has the following duties:

Responsible for the supervision of employees engaged in the operation of the

front areas of the hotel

Coordinates with other departments in the hotel and maintains open

communications with them to find better ways to serve the guests

Maintains responsibility for staffing, purchasing, and budgeting

Supervises the rooms division payroll, availability controls, and monthly plans

Creates plans to maximize the average daily rate and percentage of occupancy

Handles customer complaints and suggestions

Stays up to date with events taking place in the market, in market segments, and

in the competition



Rooms division manager’s knowledge required includes a complete understanding of hotel

operations, specifically those operations involving the front office, housekeeping and basic

accounting procedures.

Front Office Manager

It is the basic function of the front office manager to directly supervise the front

desk, reservations and concierge. He is also assists the rooms division manager in

compiling information for reports. Other duties of the front office manager include the

following:

Assists in the training and cross-training of front office employees

Prepares monthly reports

Assists the rooms division manager in formulation and implementation of front

office policies and procedures

Reviews and approves all room moves and room rate changes to ensure they were

necessary

Handles guest complaints and follows them up to reduce future complaints

Assists the rooms division manager in forecasting room availability to ensure that

the optimal level of occupancy is attained

Is available to work in the front office area where there may be a shortage of staff

Maintains the necessary stock of supplies in all front office areas.

The front desk supervisor performs the following duties:

Trains and cross-trains front desk personnel in the tasks of registration, mail

handling, information services, and check-in and check-out procedures

Regulates the service given in the front desk

Acts as a liaison between the guests and management, particularly with regard to

problem-solving activities

Is responsible for seeing that daily and hourly computer reports are run and

distributed

Assigns VIP rooms to ensure guest satisfaction

Prepares the weekly/monthly schedule of employees



Assist the group coordinator with all group arrivals, either directly or through the

delegation of this duty to other front desk staff

Reception (Front Desk Associate)

The reception provides the first initial contact a guest has with the hotel.

After this contact, guests feel that the receptio is the place to call or go when they have a

question or problem.Basic functions performed by the reception are the registrating process

and the assisting of guests with any requests they make.

The reception’s duties include the following:

Handles the guest registration process and adheres to all hotel credit policies in the

process

Handles guest check-out procedure

Always answers the front desk phone with three rings or less

Attempts to sellup guest rooms, and informs and sells the guest on all hotel services

and facilities

Is aware of all daily events in the hotel and local area

Handles guest mail and reservations when the reservations department is closed

Coordinates room status updates with housekeeping department

Ensure completion of guest registration card

Identifies guests’ length of stay requirement

Coordinates maintenance work with the engineering and maintenance division

Maintains guestroom key storage

Guest Relations Executive (GRE)

Make guests feel welcome

Provide personal services

Handle guests problems and complaints

Take care for VIPs and frequent guests,escorting them on arrival

Guest Service Center Associate

Answers incoming calls



Directs calls to guestrooms

Provides information on guest services

Processes guest wake-up calls

Answers inquiries about hotel facilities and events

Front Office cashier

Prepare and settle of guests accounts

Administer the safe deposit boxes

Provide a foreign currency exchange service

3.2. HOUSE KEEPING DEPARTMENT

The housekeeping department in the hotel is responsible for the cleanliness,

maintenance and aesthetic upkeep of the entire property form the entrance area to the



farthest basement of the hotel. The prosperity of the hotel is on giving it a continuous

patronage not only from attractive advertisements and expensive decor. It is the care shown

in looking after the smallest detail of cleanliness, promptness of service and cheerful staff

that remains as a memory of a fine hotel and which ensures its flourishing business.

Hierarchy of the Housekeeping Department:

JOB DESCRIPTIONS

Executive Housekeeper

The executive housekeeper is responsible for the upkeep of the guest rooms,

public area and the back area of the hotel. This person must work thoroughly through

others to get the work done. Each houseman must be thoroughly trained in cleaning

techniques. The executive housekeeper is responsible for maintaining and controlling the

endless inventory, which includes linen, soap, guest amenities the executive housekeeper

like must keep abreast of new ideas and techniques through trade journals and continuing

education courses.

The main areas of responsibilities of the Executive Housekeeper are:


Executive Housekeeper

Assistant Housekeeper

Linen & Uniform

Supervisor

Desk Control Supervisor

Floor Supervisor

Room Attendants

Apprentice


To take charge of the careful selection of the team of workers, their training and

supervision at all levels.

To set standards for cleaning of room, public area, lobby area etc.

To formulate the training procedures and work schedule.

To maintains a cordial relationship with all the other departments without letting

the efficiency of the department going down.

To keep the department expense within budget, careful selection of material, their

storage, and economical use by her and the team are essential.

To attend to guest complaints and requests promptly and to take note of the

quality standards rendered to them.

To translate the management policies to all the staff working in the department

and to maintain an effective communication flow both upwards and downwards.

To attend the departmental meetings on a regular basis.

FLOOR SUPERVISOR

The main areas of responsibilities of the Floor Supervisor are:

To take note of and to keep a personal check on the rooms cleaned by night boys

To review the log entries and to note down the jobs, that needs follow ups

To sign against any specific instructions left by the executive housekeeper.

To give briefings and allotting work to the room boys each day

To program the closing schedule for room boys

To supervise the work done by the room boys and to check every room after it has

been made ready.

To check the status of every guest room in the allotted area and to fill the

occupancy report accordingly.

To oversee maintenance/repair work, if any red slip falls within the allotted area.

To update the logbook on jobs completed and pending jobs with reasons of delay.

ROOM BOY

The room boy is in charge of through cleaning of guest rooms, attached bathroom,

corridors, staircases, pantry, public area, comprising of the restaurants, swimming



pool, health club, cloak rooms, executive offices and banquets as per the

instructions explained by the house keeper.

The job includes dusting and vacuuming carpets, furniture, furnishing, fittings and

also cleaning of floor areas.

To ensure that the plumbing and electrical fitting are in working condition, and to

report any leakage's or fuses to the housekeeper.

HOUSEKEEPING DEPARTMENT & DIVISIONS

The housekeeping department can be divided into various sub divisions. These

divisions are:

1. Floors

2. Public Area

3. Linen and Uniform Room

4. The Laundry

5. The Florist

6. The housekeeping control desk

Floors

There are 4 room boys assigned to each floor. It is their duty to clean up all the

rooms, the veranda, corridors, pantry and the staircase. The pantry stores all clean room-

linen, guest linen, other amenities and magazines. The room boy must take an account of

all the soiled linen before bundling them and throwing them down the shoot.

Priority Basis of Cleaning Rooms

Guest Request

VIP Expected

VIP Resident

Front Office Request

Departure Rooms

Expected Arrival

Occupied Room

Vacant Rooms



Guest Room Cleaning

No feature or other service provided by the hotel will impress a guest more than that

of a spotlessly cleaned and comfortable guest room. There are 2 room boys allotted to

each floor, before the cleaning takes place, the trolley is arranged for the shift. The trolley

will contain: Soap bars, Dental Kit, Cleaning Agents, Hotel Magazines etc.

Servicing the Guest Rooms

The houseman is supposed to ring the bell and announce housekeeping wait for

the reply. Again ring the bell after ten seconds if there is no response, open the

door and excuse yourself if the guest is in the room.

Enter the room and switch of the air-conditioner.

If there are used trays call the room service for clearance.

Check all the electrical fittings, furniture and other articles, if damaged report to

the Control Desk.

Incase of departure room, check for any item left by the guest and if any hand it

over to the security.

Empty the ashtrays and replace.

Remove the other waste such as newspapers magazines etc.

Incase of departure room strip the bed, collect soiled linen fold it and put it into

the linen bag.

Dust all the furniture using dry duster.

Hang articles of clothing clearly neatly in the wardrobe.

Replace all used supplies and amenities with fresh ones.

Clean the bathroom.

Vacuum the carpet.

Close windows and draw curtains.

Switch on the a/c.

Bathroom Cleaning

Dust the frame and the glass pane and clean the fixtures.



Collect used soap.

Put toilet cleaner in the W.C. and allow it to attend for 20 min.

Clean bath tub and shower.

Wipe wall tiles with a damp cloth, paying attention to the top edges.

Wash with detergent the bath and the fixtures.

Wipe shower curtains.

Clean the W.C. paying attention to the seat.

Wipe the mirror with lint less cloth.

Dust and clean the bin. Replace both supplies and the linen.

Pantry

It is used to store the cleaning agents, guest supplies and room linen. The pantry is

located on all floors. House keeping boy uses chambermaid's trolley to carry the supplies.

Cupboards

To store the guest supplies cleaning agents and equipments, shelves and racks are

used to store fresh linen. Since the floor pantry is used to stock expensive items like linen

it is always locked at all times when not in use. The key remains with the room attendant

of the particular floor.

Amenities placed in a room

Behind the main door:

·Please clean my room card.

·Privacy please card.

·Collect card.

In the wardrobe:

Hangers, Blanket, Laundry bangs, Bedroom slippers, Skirt hangers, Tie hanger and

Happy gown.

On the writing table:

Phone, Directory of service, Room service menu card, Compendium (stationary folder)-

pen, envelopes, fax sheet, letter pad, comment card, rules and regulations, fax machine.

Bedside table



Phone, TV remote, Yellow pages, B/f card, Scribbling pad, Pencil, Lampshade and Good

Knight mat.

On the coffee table:

Newspaper, Le Méridien magazine, Time magazine, Fruit basket, Chocolate, Ashtray &

matchbox.

In the bathroom:

Hair dryer, Gargle glass, Soap 50g, Dental kit 1, Comb 1, Shoeshine pad 2, Body talc,

Honey body cleaner, Face cleanser, shampoo, Face towel, Hand towel, Bath towel, Paper

roll, Bath mat etc.

Second Shift

In the second shift the room boys perform the turn down service. The following is

done in this respect.

The room boys are allotted their area of work

All the floor pantries must be replenished with the amenities and supplies.

A count is taken of the linen used on each floor and crosschecked with the amount

indent for.

The maids' trolley is rearranged.

The following is done during the turn down service

The curtains are drawn.

The bedspread is removed and folded, and kept in the drawer.

The pillows are placed as to rest on the headboard.

The due cover is folded to make a 900 fold on the right side of the bed the

breakfast card along with a flower is placed on the fold.

The television cupboard is opened and the remote is placed on the bedside table.

A bottle of mineral water is placed along side a glass on the bedside table.

The light is dimmed, to set the right mood.

The bath mat is placed outside the shower cubicle.

The W.C is cleaned and wiped dry

The linen and amenities are replaced



Night Shift

The night shift begins at 10 pm to 8 am in the morning. In the night, basically the

whole hotel is cleaned up, which includes, dusting of the furniture, vacuuming and

cleaning of the carpets, they also disinfect the telephones with Dettol. The banquet halls

are also cleaned.

During the night there are 2 housekeeping supervisors on duty, one of them sits at

the control desk, to receive calls while the other supervisor, goes on rounds, supervising

the work, done by the other housekeeping staff.

The Room boy Work Sheets are prepared; the logbook has to be filled and the

hand over is made to the morning shift at 8 am.

Public Areas

The public area at the Le Méridien includes:

Lobby area

Lounge and porch area

Restaurants

Banquet Halls

Executive Offices

Business Center

Corridors

Terraces

Rest Rooms

Staircases

Back area of the hotel

Lobby Area

Periodic cleaning of ashtrays

Re-arrange the furniture and the cushions regularly when out of place.

Weekly shining of the brass.

Daily cleaning of the door and door handles

Vacuuming of the carpets in the night shift and brushing them as and when dirty.

Door glasses must be cleaned whenever smudged with finger prints.



Periodic cleaning of the house phones.

Dusting of the furniture.

Cleaning of the porch area, by sweeping and mopping.

Banquet Halls

The cleaning of these areas is as per schedule of their actual functioning.

The carpets must be vacuumed as per the requirement and the business.

The furniture must be well polished.

The centerpieces at the corridors must be dusted on a weekly basis.

Polishing of the door handles must be done daily.

Shampooing of the carpets must be done during the night shift.

The lighting and air-conditioners must be kept under constant check.

Procedures for Linen Control for Rooms

The linen is replenished during the second shift. A count is taken against the

existing quantity of linen in the pantry and is compared with the required amount to be

maintained for each item. The room boys fill out a requisition form for the difference.

The linen room supervisor then signs this requisition and replaces the linen at each

pantry.

Food and Beverage Linen

All the F&B outlets that include the restaurants and banquets depend heavily on the

linen room for fresh linen to be supplied on time. Each outlet is given an allotted time to

collect their linen. The linen is as Table cloths, Table Frills, Table Mats etc.

Method of Keeping Control of F &B linen is as follows

The solid linen is brought in from the various F&B outlets at a time specified for

each outlet. The linen is counted and fresh linen is given in exchange for the soiled linen.



No excess linen is given; this helps in avoiding any discrepancies.

Uniforms

The linen and uniform room is responsible for maintaining uniforms given to staff

at all levels. The linen room attendants arrange the uniforms on hangers once received

from the laundry. The employees are not allowed to carry their uniforms outside the

hotel. Each staff gives their soiled uniforms to the linen department and fresh one is

collected.

In addition to the uniforms the following items are also laundered and provided to all

staff against soiled linen.

Aprons

Scarves

Towels

Bed sheets

Pillow Covers

THE HOUSEKEEPING DESK

The housekeeping desk is the nerve center of the housekeeping department. It is

the center of communication for the entire department especially to the front office

department, and also where all the functions, plans and daily duties are distributed to the

staff.

At the beginning of the shift the log book is read and a status of the day’s room

position is made and accordingly work is allotted to the house men, all the house men

have to report to the control desk and collect their pagers. After the allotment of work the

key cards are handed over. All the staff is requested to read the notice board at the control

desk before proceeding to work. This is to keep them updated with all the happenings of

the hotel. After the shift the room boys have to make a hand over at the control desk,

hand over the pagers and leave for the day. The desk housekeeper keeps a constant check

on the room status and informs the floor supervisors about any departures or requests.

All the lost and found items are bought to the desk, a special register is

maintained which contains all the details regarding the item found, for example, the name



of the person who found the item, where it was found, description of the article and so on.

The articles are placed under lock and key. The desk also handles the entire guest request

including the guest complaints.

Register maintained in the departments:-

1) Room occupancy scale: - All room occupancy reports are necessary so that the house

keeper can anticipate the level of work load so as to provide necessary staff

2) Log book: - It is the most important register because it is in this register the

instructions to the staff as next shift are written. The supervisor at the beginning of any

shift refers to the log book to see for any instructions from the staff of the previous shift.

3) Lost and found register: - This book consists of all the information, regarding the lost

item such as the colour, the lost item name, place, found by, time etc. The lost item is

received registered and handed over to the security departments.

4) Carpet shampoo register: - In every hotel the carpets are shampooed at regular interval

in order to maintain and to improve their life. The dates of shampooing are maintained in

this register which makes it convenient for the staff to distribute their work accordingly.

5) Complaint register: - The desk controller handles this register. All the complaints or

requirements, which have to be looked into, are written down along with the time.

The desk controller informs the floor supervisors to look into these requirements.

Co-Ordination with Other Departments:-

1) Front Office:-

For selling rooms efficiently there must be a constant exchange of information

between the two departments. With prompt exchange of information there is less

likelihood of malfunction arising between the two departments.

2) Engineering and Maintenance:-



Any technical or engineering hitches in the rooms should be reported as early in

the day as possible. A good communication would help in dealing the problem more

promptly.

3) Food and Beverage Service:-

Co-operation here mainly deals with the linens. The housekeepers must stock

sufficient linen to meet the demands of the restaurant. The restaurant managers must

ensure that the linens are not misused.

4) Security:-

Security is concerned with prevention of fire, theft, safe responding etc. In such

situations communication & coordination with the security department is vital.

2.3. THE FOOD & BEVERAGE SEVICE DEPARTMENT

This is one department in the hotel, which earns revenue for the hotel. After the

front office it is the service outlets that earn the most revenue. The food & beverage

manager leads this. Under this all the restaurants, coffee shop, bar, room service and

banquets are included. Therefore it is of great responsibility of Food & Beverage



manager to see that there is smooth flow of all these departments like housekeeping, front

office, kitchen, stores and purchases, engineering etc.

In case of this hotel various outlets of Food & Beverage are:

Treasure Trove: Multi Cuisine Restaurant

The Lagoon: Specialty Sea Food Restaurant

Jules Bar

Library Lounge: 24hrs coffee shop

Splash Bar: Pool side bar

Heirarchy at the Food & Beverages Department is as follows:



Job Description of Food and Beverage Manager

The food and beverage manager is responsible for the efficient operations of all

the outlets of the hotel, which includes the in-room dining, restaurants, banquets etc. This

includes a managing a multitude of details namely the food quality, inventory, cost

control, training, room set up, cash control, and guest services to name a few. He keeps

an eye on the new trends in food and beverage merchandising, cost control factors on

food and beverage production, the food and beverage manager works closely with the

assistant food and beverage managers and highly skilled chef. Constant supervision of

products, employees and services is required to ensure a fair return on investment.

The F & B outlets at Le Méridien are


Food & Beverages Manager

Asst. Food & Beverages Manager

Restaurant Manager

Coffee Shop Manager

Banquet Manager

Room Service

Senior Captain

Senior Captain

Senior Captain

Senior Captain

Captain Captain Captain Captain

Steward Steward Steward Steward

Trainee Trainee Trainee Trainee


Library Lounge – Situated in the lobby, it operates round the clock. Has wireless

internet connectivity. There is a storeroom between the kitchen and restaurant where all

the stocks of the glassware’s, liquors etc. are kept.

Opening hours: All day dining.

Treasure Trove – It is the multi-cuisine restaurant. It is located adjacent to the main

kitchen.

Opening hours:

Breakfast 06:30 am to 10:30 am

Lunch 12:00 noon to 03:30 pm

Dinner 07:00 pm to 11:30 pm

The Lagoon – It is the specialty restaurant that offers sea food delicacies.

Opening hours: 07:00 pm to 11:30 pm

Jules Bar – The sports bar stocked with wine cellar, barrels of beer, genuine alcohol

beverages and a fine choice of tobacco.

Opening hours: 12:00 noon to 12:00 midnight

Splash bar – The pool side bar that provides a large selection of mocktails, cocktails and

juices.

Opening hours: 07:00 am to 07:00 pm

The tips that are given by the guest are pooled and distributed between everyone

except the trainees. The distribution is done on the basis of point system. The points are

highest for senior most i.e. the captain and then reduce; the apprentice trainee gets the

least point.

The payment differs depending on the guest, if the guest is an in-house guest then

the bill is typed and bill is given to guest and he is supposed to sign it and mention his

room number. Later bill goes to reception where it is placed in the respective folder. If

the guest is an outsider the guest then guest is supposed to pay for it then and there. If

guest uses credit card it is important that person whoever collects it must swipe the card

to know the validity.

Hierarchies at outlets are as follows:



A simple procedure that is followed when a guest comes in restaurant is as follows:

The guest is wished and welcomed to the seat.

If there is a woman she is helped with the chair to sit or person who hosts the

party is helped.

Firstly serve water to entire guest.

Then show menu and if possible tries to up sell.

Write down the dishes ordered and repeat when they finish.

Fill the water gobbet when they finish it, up to the half.

When they are about to finish the meal examine whether they need anything

more.

When they order extra then order should be placed in kitchen as a winning order

so as to receive it faster.

Settle the bill accordingly and wish the guest when he is leaving and also

welcome him.

The service procedure in the restaurants in the Le Méridien:


Restaurant Manager

Captain

Senior Catering Assistant

Supervisor

Head Waiters

Contract Waiters

Apprentice

Trainees


When the guest arrives in the restaurant, he/she is greeted to the time of the day

and asked if they have a reservation or not. If yes, they are escorted to a particular table

otherwise the guest is allowed to select a table of his own choice. After the guest is seated

the menu is presented. Before presenting the menu the guest is asked if he wants the bar

menu, snacks menu, or the main course menu. When the guest specifies the type, the

menu is presented from the right hand side and the order taken.

After taking the order, the KOT (kitchen order ticket) is printed. Each captain and

steward is given a swipe card that opens the KOT printer, in the kitchen that helps the

chef to know the order. The same procedure is followed in the bar. Once the food is ready

it is kept on the counter for pick up. The steward picks up the food and serves it to the

guest. After the guest has finished, clearance is done and the bill presented.

Room Service:

The room service operates 24hrs. The shift of service personnel is 9hrs. There is a

captain, a supervisor, and the service staff and apprentice trainee. There is a separate

room service menu that is kept in each room. They also provide a breakfast tag, which is

to be hung on the doorknob by the guest. The room service boy that does the night shift

by 3am collects these tags. These orders are placed at their respective time and delivered

as the time specified by the guest.

When the room service gets an order they take a copy of KOT to kitchen and gives it to

chef who announces it to the respective kitchen. Then they set the tray that has to be

taken to the room. When dish is ready it is placed in the tray with its corresponding

accompaniments and supervisor checks the tray after which the boy takes it to the room.

The procedure followed:

The guest calls the room service and places the order. The RSOT (room service

order taker) takes the order and writes it in the order book. The order book has name date

and room no. After the order is taken, the RSOT prints the KOT. Each section of the

kitchen is provided with a back up printer for identification of the order.

After the tray is set, the order is picked up and delivered to the rooms. Before the

order is picked up it is entered in the control sheet. The control sheet has the time at



which the order was picked up and taken to the room. This helps to know the time in

which the order was delivered.

When he returns he is to fill a register which consists of details regarding the

room no, time of receiving the order, time of collecting the order, time of delivering the

order and signature with name. The room service boy is given a fresh card everyday

which he fills up with the details of the duty he does and the rooms that he delivered in

and the time he placed the tray in the room and the time he cleared it.

The room service department is responsible for placing the fruit basket and

complimentary cookies and brownies in the rooms, the requisition of which is made by

front office and checked by housekeeping during the evening service.

They set the fruit basket in the evening. They also check the complimentary

drinks that are provided in the room and are supposed to replenish it. In case of this hotel

the mini bar has 2 bottles of 7 up, 2 bottles of Miranda, 2 bottles of Pepsi, 2 bottles of

Kingfisher, 2 Aquafina mineral water, 2 evian, 2 redbull and the basket contains, a pack

of lays, 1 kitkat, 1 dairymilk etc.

The captain handles the guest complaints. He then makes sure that the same fault

is not repeated again. The captain makes the duty chart. When the order is taken it is

noted down in the register for further clarifications. There is a refrigerator in which beer,

soft drinks, mineral water and the syrups are stored.

Placing complementary in the rooms:

Everyday the FO gives the VIP list to the room service department, which helps

them to know the VIPs in the hotel and also place the complementary in the rooms. A

requisition is made to the pantry, which gives the fruits for the fruit baskets. After the

fruit baskets are arranged they are picked up and placed in the respective rooms. The

clubrooms are given wine bottles and fruit basket complementary as a management

policy. Incase of a VIP guest the room service manager personally checks the rooms so

that there are no complaints.

Briefing



The room service manager and the captain brief the stewards before the

commencement of each shift.

Following points are covered:

Grooming of the staff.

About the VIP in the house.

Allotting duties to the staff.

Discussing problems if any, asking for suggestions from the staff.

Inquiring about difficulties faced.

Night Shift

The nightshift starts from 10:00pm. The menu offered during the night shift is

limited to a few dishes. The night shift duties include setting up trays, cutleries, crockery

etc. printing out the day sales report and giving it to the front office cashier, arranging the

room service pantry. A room check is done to collect the breakfast cards. After all the

cards are collected the orders are entered in the order book and the trays are set up

simultaneously.

BANQUETS

The banquets are a place where large number of people gets together for a party

or marriage or some conference etc. The banquet manager heads the banquets. In Le

Méridien there are twelve banquets.

Types of functions

Wedding and wedding receptions, conferences, seminars, board meetings,

workshops, cocktail parties, theme parties, exhibitions, entertainment shows etc.

A choice of menu is offered to the guest. The menu offered includes Indian,

Continental and Chinese. Once the booking is confirmed copies are made and are sent to

the different depts. of the hotel.

Types of seating arrangements:

Theatre, U Shaped, Boardroom, Cocktail, Cluster, Classroom, Banquet



Audio Visual

Le Méridien provides some of the best and latest audio visual aids according to

the type of equipment, and time period. OHP, Carousel slide Projector, Video Projector,

Laser Disc player etc.

Function Prospectus

The banquet function prospectus contains all the details necessary for the

function, conference etc, it is prepared by the sales department and clarified with the

guest before confirmation. The FP will contain information regarding.

Name of the booking party

Date and time of the function

The number of people expected and the number guaranteed

The type of seating arrangements, the flower arrangements, the audio and visual

equipment required

Billing procedure-bill to company, cheque, credit card

Menu, beverages, and the types and time of service

Menu rate per person

Nature and type of function

2.4. FOOD & BEVERAGES PRODUCTION DEPARTMENT



The department involves not only quality food production but also good costing,

portion controls and identifying of raw materials. The kitchen staff is geared up to

provide the best products so that the guest paying for it is satisfied and leaves with a good

intention of returning again. At Le Méridien the kitchen is divided into the following

departments to ease the work and improve the efficiency:

Garde Manger

Butchery

Main Kitchen – Indian, Continental, Tandoor, Chinese, South Indian

Lagoon kitchen (sea food)

Banquet Kitchen

Bakery and Confectionery

Pantry

Staff Cafeteria Kitchen



Hierarchy of the F&B Production Department:

JOB DESCRIPTIONS


Executive Chef

Executive Sous Chef

Senior Sous Chef

Sous Chef

Junior Sous Chef

Chef de Partie

Commis I (Sr. Cook)

Commis II (Cook)

Commis III (Jr.Cook)

Trainee Cook

Apprentice

Industrial Exposure Trainee


Executive Chef

The Executive Chef is master of the kitchen and heads the entire department He

carries out both cooking and administrative work and must have a strict sense of

economy and efficiency. He is fully aquatinted with the prices, market trends, and

commodities in season and customer requirements. His principal function is to plan,

organize, and supervise the work of the kitchen. He prepares the pre-determined

percentage of profit and works in accordance with the policy of the establishment. He is

responsible for staffing, selection and dismissal in consultation with the personnel

department. The chef is responsible for the quality of food and its presentation. He

organizes food festivals, designs menu cards etc.

Sous Chef

The Sous chef is the assistant chef who understudies the executive chef in all his

duties. It is the Sous chef who calls out the orders in the kitchen and supervises the

service. He is mainly responsible for the efficient day to day functioning of the kitchen.

The Sous chef supervises the practical kitchen activities.

Chef de Parties

For the different sections in the kitchen there is Chef de Partie. Each chef is assisted

according to the production load by one or more Commis. It is sometimes the practice

where long operational hours apply. All the Chef de Partie’s may be regarded as foreman

or supervisors of their sections. He is responsible for making the days indent for

ingredients.

Commis

The commis actually prepare the food and assist the chef. They keep the mis-enplace

ready for the next day. They ensure the section is clean. They are also responsible for

proper storage of food stuff. They maintain and are responsible for proper functioning of

the equipment’s used in the kitchen. Chef de Partie’s supervises them.



SUB-SECTION OF THE FOOD AND BEVRAGE DEPARTMENT

Since the kitchen in Le Méridien follows a partie system, there is a chef de Partie in the

entire kitchen. He is the link between the commies and executives. He also helps

commies in peak times. He acts as a buyer in the Kitchen staff. He checks the food before

it goes to the guest. It is only after his checking that the food is allowed to go for the

order. He also sets buffet required for next day, which is sent to be approved by the

executive chef. He also makes the store requisition for his kitchen which the chef again

has to approve, only after this store accepts the requisition. The commies are the ones

who actually cook the food. They are categorized as commie 1, 2, 3, according to

seniority. The apprentice trainees help them in Cooking.

There are different types of kitchen in the hotel they are as follows:

South Indian Kitchen

Indian Kitchen

Continental Kitchen

Chinese Kitchen

Banquet Kitchen

Pantry

Garde Manager

Tandoor

Butchery

Bakery

Cafeteria Kitchen

South Indian Kitchen:

The South Indian Kitchen prepares only dishes prepared in the Southern part of

India. This section is situated in the main kitchen. They serve idly, dosa, vada, Sambar,

chutney etc. They start at 6 am and the dishes will be ready for pickup by 7:00 am. Soon

after this they will start the preparation of the lunch buffet. They also keep the items

ready for an A La Carte order like the Dough for dosas, appams, the coconuts and its

milk for the preparation of the Curries. They prepare the vegetarian and non- vegetarian

dishes.



Indian Kitchen:

The Indian Kitchen prepares all the Indian dishes available on the menu other

than what the South Indian Kitchen prepares. They start the work after because they don’t

have to prepare for breakfast. The wise in place for them are the cutting of vegetables,

making of the gravy, if any of them are over; heat the gravy that has been kept in the

walk-in the day before. They prepare 7 gravies which include plain gravy which can be

used with any red color Curry, white gravy made of almonds used to make the kurmas,

lababdar gravy to make the dishes, and so on. They make vegetarian and non- Vegetarian

dishes. They make the requisition to the chef for the meat required for the preparation of

the dish for the next day.

Continental Kitchen:

The Continental Kitchen is situated in the main kitchen. They prepare all the

Continental dishes available in the menu. The wise in place for them is the preparation of

sauces, stock etc required for preparation of the food. They have to set for the spot in the

morning which will be placed in the Buffet counter. They have spot for eggs to order.

They take a burner, a frying pan, all chopped items for preparation of various types of

eggs, sunny side up, omelet. They have their own refrigerator for continental kitchen so

they can store the garnishes and the accompanying sauces etc to prevent from spoilage.

The refrigerators go down to the temperature of 2 degree centigrade. Different types of

stock that they prepare are white stock and brown stock.

Tandoor Kitchen:

The Tandoor is a special North Indian style of cooking the food. In this the food is

prepared in a clay Oven, which is heated up with red hot charcoal. The dishes made in

this are phulkas, tandoori rotis, tandoori chicken, kababs etc. They open by 10:00 am and

make starting the dough for the rotis, parathas, naan etc. They fill the tandoor with

charcoal every week. They usually have the dough done for a week. If they are about to

finish the stock, they make dough. They close kitchen by midnight when the rush is gone.



Pantry:

The Pantry is the place where the juices, sandwiches, fruits etc are prepared. They

are in short extension of the continental kitchen. They have refrigerator for the storage of

ice creams and juices etc. They provide the milk shakes, fresh fruit juices, fruit cuts. They

provide the basic thing for other kitchen like the butter sachets, sugar syrup etc. They

have equipment’s like salamander, to store the other coffee shop kitchen dishes.

Bakery and Confectionary

The hotel has a separate and very sophisticated bakery which indigenously prepares

all the chocolates, cookies, breads, pastries, desserts, and cakes that are sold. Beside this

they also supply desserts, pastries and breads, for the buffets at the restaurants and the

banquet department. The pastry cook has a different status but certainly not less then any

other chef at the hotel, their work is specialized, and responsible for the special display

work, and supply to the main kitchen different pastries. The bakery can be further sub

divided into the

Bakery

Pastry section

Chocolate room

Bakery

This section is responsible for the preparation all breads, buns, bagels, French

breads, pizza bases, soup sticks, dinner rolls, bran breads, etc. The bakery is well equipped

with 5 storied ovens, which can up to a large capacity. The ovens are thermostatically

controlled. The basic preparation of bread is during the night shift.

Pastry Section

The work of this section is normally separated from the bakery and is self

contained. In the matter of cold storage the function is to prepare hot and cold desserts for

lunches and dinners at the buffets at the Treasure Trove and at the banquets.

Garde Manager:

It is also known as the Cold Kitchen because all the preparation like salad making

is done. It is important that the person who handles the garde manager should be well



groomed, clean and creative. The wise in place done in this area is making sauces, cutting

vegetables and fruits for setting and garnishing the salad. The chef informs the person who

handles this area about the forthcoming party in the banquets so that they may prepare the

Salads well in advance and he submits requisition as needed.

Butchery

The butchery is located on the –1 level of the hotel, it is responsible for the supply

of meat, chicken, fish and sea food to all the different kitchens of the hotel, the butchery is

an air conditioned room with a large cold room and a deep freeze for the storage.

Work process in the Butchery

They are responsible for supplying the various cuts of meat chicken and fish

Cuts of bones of chicken, beef and mutton for the preparation of stocks

After the products are cut they are then put into butchery bags and labeled to

identify with the cut of meat, and the quantity and the type of product.

Packing is done in packs of 5 kgs, 3 kgs and 2 kgs

The fresh meat brought in by the suppliers are packed and placed in the deep freeze

and used for the next day’s requirements.

The production of the day is noted down against the date in the product book

All the requisitions made have to be noted down in to a register which contain the

time, the name of the department, the type of and the quantity of meat, and

signature of the person picking up the requisition.

At the end of the day a record is made of the total supplies and hands it over to the

head chef.

One of the main functions of butchery is to check the yield of meat. Yield is the ratio of

whole meat and the productive meat. This is calculated based on Weight loss.

Purchase of Ingredients: - Purchase requisition form is used to communicate with the

purchase department. The chefs complete the list a day in advance indicating the

requirements

Storage: - The correct temperature ventilation and humidity must be maintained for all

stock. The main idea of storing food is to ensure that and adequate supply of food for



immediate needs as the establishments is available are stored for different period of time

and at different temperature to pressure their whole sameness till requires for preparation

and service.

Food store in the Le Méridien Hotel is situated at easy accessible area, which is convenient

for staff as well as suppliers.

KITCHEN EQUIPMENT

1) Large Equipments:-

a) Heat Generating:-

Double dryers, Microwave ovens, Bain Marice, A battery of modular gas ranges with

ones back guard and shell, freezer griddle plate and salamander, Solid too ranges.

b) Cooling equipments:-

Water coolers, Refrigerators, Ice-making machines, Walk in coolers, Beverage coolers,

Ice-cream machine

c) Mechanical Equipments:-

Dish washing equipment, Mincing machine, Wet grinder, Choppers, Dough making

machine, Express coffee machine 50-400 cup capacity, Peeling machine handling 5-20

kg root vegetable at a time, Blender, Mixer, grinder, beater, Bucket for tea/ coffee and

water, capacity 25-200 times.

2) Small and Ancillary Equipments:

Plate knifes, Chef knifes, Steel knives, Choppers, Aluminum utensils

2.5. ANCILLARY DEPARTMENTS

The above explained departments are the core department operating in the Hotel. It can

never operate without the backup of these departments, which are with back area and

which have got no connection with the guest.

These Departments are as follows:



Sales and Marketing

Accounts

Credits

Engineering

Personal Department

Security department

Stores and Purchase

Food and Beverage Control

Kitchen Stewarding

2.6. SALES AND MARKETING

The department plays a very important role in the promotion of business in the

Hotel. The department has sales manager and an assistant sales manager. They have the

right to fix the discount rate for rooms given to companies as corporate rates. They have

various strategies for sales promotion. They follow the method of canvassing the new



companies that emerge in the city and try to bag the business so as to withstand the

competition.

The sales are responsible for the formulation of the packages in the hotel. In this

case of this hotel, they are formulated after considering the ARR or the average room

revenue and the other revenue earning outlets. For e.g. the package is formulated and the

facilities that are given to the Guest in discount is always earned by making him use other

facilities that are not within the limits of the package.

The Hierarchy in the sales department is as follows:

2.7. ACCOUNTS AND FINANCE DEPARTMENT

The accounts department has an accounts manager, assistant accounts manager,

and their subordinates. The main function of the account department is to handle all the

financial transactions within and outside the hotel for its benefit. They collect all the


Sales Manager

Assistant Sales Manager

Sales Assistants

Public RelationsExecutive

Revenue & Reservations Manager


reports of all the other departments and then prepare the Trial balance account. They have

the financial year starting from first of May to 31st of April. Therefore they prepare the

balance sheet of the year dating as 31st of April. They play a very important role in

budget preparation for the hotel on the basis of the Balance sheet made for the year

ending. They have monthly meeting with all the executives of all departments to come to

conclusion regarding the functioning of the hotel and to make changes required to

improve upon it. They also conduct annual meetings and discuss functioning of the hotel

and formulate something new to achieve a better result.

The accounts department also plays vital role in the cost controlling. Therefore, in

short the accounts department is where all the records of the transaction within the hotel

and outside the hotel and both credit and cash transactions are classified filed and

recorded.

The Hierarchy in this department is as follows:

2.8. CREDITS DEPARTMENT

The Credit department is subordinate department under the accounts department.

The credit department deals with collection of cash of various credit transactions. If there

is a payment of the guest with the help of credit card, the credit card is supplied to check


Finance Controller

Purchase Manager F&B Controller Night Auditor

Receiving Supervisor

Store Supervisor

Outlet Cashier

Cashier

Assistants AssistantsAssistantsAssistants


the validity, payment made and sent to credits with a copy of the bill. Then it is the

responsibility of the Credit department to collect the cash from the respective company.

This is the department where credit transactions are transformed into cash

transaction. This department has credit supervisor because in case of this hotel it is rated

fewer than 300 room’s category under which there is no need of a credit manager.

They give information to reservations about their companies and their mode of payment.

2.9. HUMAN RESOURCE DEPARTMENT

Human resource department is one of the important departments in every

organization. It helps to obtain maximum individual development, desirable working

relationship between employers and employees and between employees. The main



objective of the department include the utilization of the human resource effectively,

establishment and maintenance of productive and self respecting working relationship

among the participants and attainment of maximum individual development of the

members of the organization.

Le Méridien Cochin has manpower of 240 employees. The HR Manager is the

head of this department. This department’s main function is to provide the right man

power at the right time to other departments when required. They do this taking into

consideration a lot of things like the qualification of the candidate required for the post

his skill etc. The department when informed about the need shuffles the staff in the same

company so as to keep the manpower at a low number. If they have shortage then they

recruit eligible candidates from outside. When the application forms are received the

personal manager short lists them and the Acknowledgement is sent to the selected

candidates for the interviewer. In this hotel, the trainees are taken to the post of Industrial

Exposure Trainees (IETs), the trainees then become apprentice. Apprentice trainees after

year or half a year, when they prove to be skillful are selected as the permanent staff of

the hotel.

The personal department in case of this hotel has the responsibility of ensuring the

availability of the transportation for executives in the hotel. They also manage the staff

cafeteria. There is also a practice of distributing cakes (1 kg plum cake) to the staff who

are celebrating their birthday. The activities of the HR department in brief are the

following:

Personnel administration

Recruitment and selection

Liaison with the legal government departments concerning

o Labour immigration

o Local municipality

o Hospital & medical clinics

o Police department

Employee medicals

Employee transport

Employee accommodation



Employee cafeteria

HR budgets

Hotel manning guide

Employee restroom areas

Employee performance management

Employee promotion, increment and bonus

Employee training and development

Employee satisfaction tracker

Employee welfare activities

Employee disciplinary procedure

Employee awards

Employee suggestions

The hierarchy of this department is as follows:

2.10. ENGINEERING AND MAINTENANCE

The Engineering and Maintenance department is the one, which is coordinated by

the entire department. This department has chief engineer and assistant chief engineer

under whom there are subordinates. This department deals with the Maintenance of the


HR Manager

Assistant HR Manager

Training Manager

HR Executive

Drivers Department

Staff cafeteria


electrical appliances, plumbing, building and structures. The maintenance has the

responsibility of the smooth functioning of the above told materials, addressing problem

in any floor or the entire hotel regarding the maintenance or repair. They are contacted by

through the intercom extension and informed about the problem and the location, soon

after which the department sends the person to the spot to clear it. In off-season the

housekeeping keep some of the rooms closed. During this period, the engineering and

maintenance department does the cleaning of the A/C unit. This department also sees to

the functioning of the closed circuit TVs. They make weekly, monthly, quarterly

inspections and take preventive measures at all areas in the hotel. Managing the hot water

supply to the rooms is also this department’s duty. Operating and maintaining the

centralized air-conditioning system is another major function of this department. The

purification of the swimming pool water is done all the time with the purifier placed at

the backside of the pool. The drinking water is provided through water purifying

machine.

The Hierarchy in this department is as follows:

2.11. SECURITY

The security department plays a vital role in the hotel industry. The security

department has a Chief Security Officer, Assistant Security Officer and Supervisor, then

Securities for each purpose. There are security personnel at each floor and so on. The


Chief Engineer

Assistant Engineer

Supervisor

Workers


responsibility of the security supervisor is of utmost importance, he has to check the

security available in each floor. In case of any theft or fire in the hotel, it is the duty of the

security to take charge promptly. The security personnel’s are trained how to fight fire so

as to ensure safety of the hotel when the need may arise. They are informed by front

office about any check-in with scanty baggage in which case they are supposed to see

that the guests do not escape without making the payment. If there is a DND (do not

disturb) put on the room for continuous 24 hrs the security officer with the assistance of

the front office manager and GM has the right to open the door.

The hierarchy of the department is as follows:

2.12. STORES & PURCHASE DEPARTMENT

The stores and purchase as the name denotes are departments which takes care of

purchasing and storage of materials. The purchase department gives advertisements in

paper regarding the contract they would like to get with other companies for their

supplies. The purchase department also mentions its need and the rules and regulations.


Chief Security Officer

Assistant Security Officer

Supervisor

Security Guard

Door Man


The companies interested are invited for the meeting where the terms are discussed and

the contract is signed with the companies most eligible. They renew the contract

annually, which reduces the risk. At the time of getting into the contract the hotel

explains the rules and regulations and after effects of any fault that occurs during the

contract period. The payment to the company is made every fortnight. If the company

fails to deliver the goods to the hotel on time then hotel has the right to buy the food from

the market and the company according to the contract is liable to all the expenses

incurred by the hotel in getting the goods to the hotel including the transportation

charges.

The various provisions, stationary items and other miscellaneous items are kept in

the General Store. The vegetable, fruits, ice creams etc. goes to the respective cold

rooms. The meat and fish goes to the butchery section as soon as it is purchased. The chef

checks and approves all the meat and fish items. All the other items are checked by the

store keeper.

Purchase Procedure

Purchase requisition- It is written request sent to inform the purchase department

about the need for materials surplus. Material requisition form will be filled and given to

purchase department.

Purchase enquiry- It is the process of sending in the prescribed enquiry form quoting

the quantity, item rate, unit etc. After checking whether the required specifications are

met or not, the purchase department invite quotations.

Receiving quotations- Enquiry is sent and the quotations are invited from the vendors.

The purchase department maintains the list of the suppliers and their addresses. The

received quotations are sent to respective sections. After verifying whether the required

specifications are met or not, the quotation may be accepted or rejected.

Purchase order- Once the quotation is accepted, the purchase department sends the

purchase order. Purchase order is the written request to the vendor for specified goods at

an agreed price. It stipulates the terms of delivery and payment.



Receiving material- When the goods ordered are delivered the store will issue the

goods received note (GRN). The vendor will compare the bill with purchase order and

GRN and forward to the accounts department.

Functions of the purchase department are:

1. Making orders for purchase of raw materials of desired quantity and quality.

2. Maintaining record of raw materials purchased.

3. Receiving and checking the raw materials.

4. Dealing with the raw materials and purchase payments.

5. Maintaining appropriate inventory level through out process.

6. Taking appropriate steps in rectifying problem regarding materials.

2.13. FOOD & BEVERGE CONTROL DEPARTMENT



Food and Beverage control is a must in every catering establishment. This

department helps regulate the cost, pilferage etc, without it the revenue of the

establishment cannot be kept in check.

The cost of food and beverage in a commercial sector is usually within the range

of 40 % of the total operating cost. The food and beverage control controls all the

functioning through food cost control and portion control.

The main objectives of F&B Control are: To regulate and guide income and

expenditure. Food and Beverage Control helps to provide a pricing policy for the food

depending upon the establishment. They price the food depending upon the factors like

spending power of the people, market considerations, prices of the competitors etc.

To prevent wastage of food and other materials due to over production, improper

usage, wrong methods, inexperience etc., this could lead to decreased profit margin.

Prevention of pilferage of food by staff and guest should be checked and as prevented.

Portion control

It plays an important role in pricing the dish as well as satisfying the customer i.e.,

he should feel that he is getting worth for the money he paid. The portion and ingredients

of two dishes may vary e.g. number of pieces in a chicken dish, number of scoops of ice

creams. One may not be able to give a very elaborate portion for the competitive price

but there should be some kind of standardization.

The main objectives of standard portion size are that the customer is assured of

the quantity of food for the price they are charged. Usually the chef or the F & B

Manager is in-charge of this. Both the service as well as production department must be

aware of these portion sizes, which differ, with the nature of food.

Soup is portioned by number of ladles

Ice creams by scoops

Milk, coffee, etc, by glass or cup

Meat, poultry, etc by weight

In order to ensure portion control the food and beverage should



Specify standard portion for each item like 115gms of beef for steak and scoop for

ice cream

According to establishment and customer needs e.g. age activity, time available

Proper usage of standard portion control in food production area

Use pre-portioned pre-weighted food

Avoid wastage by over production, over filling etc

Use portion control serving aids of service points

Brief the staff about the portion sizes, how to use portion control containers, etc.



2.14. KITCHEN STEWARDING DEPARTMENT

This department is there to deal with upkeep of the cleanliness of all the back

areas; the stewarding takes care of all service areas of the hotel. Service areas are those

areas where guest interference is absolutely nil and these areas are used only by the hotel

staff.

The main work done by the department is wiping the floors of all service areas, washing

cutlery and crockery of all the restaurants, electroplating the silverware etc.

The hierarchy of the Kitchen Stewarding Department:

The utility workers have many jobs to do once they are on duty. The cleaning of

all the corridors and the locker rooms every morning. First soap solution is sprinkled on

the floor and then it is scrubbed with the help of a long handled brush. Then this water is

cleaned through the water outlets. Then the floor is finally dried with the help of a mop.

This is done quite often during the day as all the staff uses these areas. In case of kitchen,

back areas of restaurant, etc., it is done every four to five hours, as these areas need to be

absolutely clean. The utility workers also change the garbage bags from the kitchens,

restaurants and back areas every six to seven hours and take the garbage to the garbage

room, where they are sorted and disposed according to their type. The Garbage room is

kept under lock and key.

Machines like dishwasher and glassware washers are installed in the various

restaurant back areas. All the cutlery and crockery, hollowware that is brought from the

restaurants are stocked and passed through the wash where water is sprayed with great


Chief Kitchen Steward

Assistant Kitchen Steward

Stewarding Supervisor

Washers Utility Workers


force. It washes all the food particles and oil from the dishes. The dishes are then taken

out and wiped dry by the steward of the restaurant.

Most of the cutlery used in the restaurants is EPNS (Electro plated Nickel Silver)

Since they are used on a daily basis the silver tends to ware off after each wash and

polishing so they need plating again. Electroplating of the cutlery is taken care by the

stewarding department whenever the plating comes off the cutlery.

Purchase of all crockery, cutlery, and glassware are all looked after by the

stewarding department. There is always a stock of cutlery maintained by the stewarding

department, when any restaurant gives cutlery to be electroplated, it is counted and the

same number of fresh cutlery is issued immediately.



Chapter 3

STRENGTHS, WEAKNESSES, OPPORTUNITIES & THREATS



3.1. Strengths of the organisation:

The brand name Le Méridien

5 star delux status

Starwood affiliation

Keralas rich cultural heritage and scenic beauty

Location near the national higway, NH 47.

25 acres of sprawling property adjacent to the backwaters

Keralas largest International Convention Center

Huge and perenial revenue from banquets

Access to most modern technology

Quality services

Labour unions are very cooperative

Low labour costs when compared to world standards

Good inflow of tourists to the state

Mismatch between the demand and supply of rooms leading to higher room rates

and occupancy levels

Government support in promoting tourism

3.2. Weaknesses of the organisation:

Long job shift duration, hence less employee productivity

Capital intensive

Revenue from rooms very much dependent on the peak season period

Large share of revenue generated from banquets

No prorer staff training facilities

Lack of commitment of trainees in the workforce

Lack of separate kitchen at the In-room dining section, thus difficulty in

managing the transport of food form the main kitchen

Less optimised production techniques, hence wastage of food is a little on the

higher side

High taxes and tariffs for every service

Less effective infrastructure maintenance



Less efficient garden maintenance

Low manpower srength

Salary given to employees only satisfactory

3.3. Oppurtunities for the organisation:

By improving the infrastructure facilities the hotel can further boost up its image

By utilising its brand name more widely it can generate more customers

By adopting more optimised production techniques, wastage of food materials can

be reduced

More aggressive marketing techinques can be adopted to increase the revenues

from the rooms and other service outlets

Various incentives/ concessions extended by government

Declaration of Hotel Industry as a “High Priority Industry”

Liberalisation of imports and concessional customs duty

3.4. Threats for the organisation:

Competition from InterContinental group’s hotel Crowne Plaza under

construction opposite Le Méridien.

Competition from other star hotels popping up in various locations in the city

Fluctuation in price of raw materials

Changing technologies and luxury standard



Chapter 4

CONCLUSION

Conclusion



The organisational study done at Le Meridien Resort and Convention Center,

Cochin, was really helpful in understanding the functioning of a modern day business

organisation. The functioning of various departments with individual goals but at the

same time an overall integration towards the common goal of the organisation was

viewed during the course of organisational study.

Le Meridien is one of the finest and most luxuriuos hotel in Kerala. During the

organisational study conducted, it could be seen that Le Meridien has oriented its

functioning as an organisation in tune with modern day business practices.


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