1

THE GATEWAY HOTEL

BARODA

2010 - 2011

Surajpal Singh Uppal

B.H.M.C.O. 2nd year.

Atharva College of Hotel Management and

Catering Operations.2

INDEX

SR. NO CONTENTPAGE

NO

1 Acknowledgement 4

2 About Taj Group of Hotels 5

3 Introduction to Taj Lands End 43

4 Front Office 48

5 Housekeeping 80

6 Food Production 108

7 Food & Beverage Service 125

8 Conclusion 151

3

ACKNOWLEDGEMENT

Industrial training is the most significant of the three years

degree in hotel management. Covering a period of 25

weeks. It enables the student rather the trainee to

become more aware of the essentials on the industry and

gradually inculcate the much needed discipline in

him/her.

I would like to thank my Principal Ms Kashmira Shah and

my Training Co-ordinator Ms. Priyanka Bane my Learning

and Development manager Mr. Prakash Arhana and his

executive Ms. Candida D’souza for having faith in me and

providing me the opportunity to work in one of the largest

hotels in Asia i.e Taj Land’s End.

I am gradually indebted to the staff of the hotel for all the

encouragement, co-operation and untiring efforts in order

to make my training a success and learning experience.

Here, in a humble attempt I express my training

experience and knowledge.

4

ABOUT THE TAJ GROUP OF HOTELS

The Tata Group is one of the India’s oldest, largest and most respected business conglomerates. The Group’s businesses are spread over seven business sector.

1839-1903

JAMSETJI TATA founded the Group in mid 19th century. Today the group is rapidly growing business based in India with significant international operations. Revenues in 2008-09 are estimated at $70.8 billion (around Rs. 325,334 crore), of which 64.7% is from business outside the India. The group employs around 357000 people worldwide. The Tata name has been respected in India for 140 years for its adherence to strong values and business ethics. The group’s 28 publicly listed

5

enterprises have a combined market capitalization of some $60 billion, the highest among Indian business houses, and a shareholder base of 3.5 million. Tata Steel became the sixth largest steel maker in the world after it acquired Corus.Tata Motors is among the top five commercial vehicle manufacturers in the world and has recently acquired Jaguar and Land Rover. TCS is a leading global software company; Tata Tea is the second largest branded tea company in the world, through its UK based subsidiary Tetley; Tata Chemicals is the world’s second largest manufacturer of soda ash; Tata Communication is the one of the world’s largest wholesale voice carriers.

The Group’s stable of brands and services includes TATA Indica, TATA Safari, Titan, Tanishq, Taj Hotels, Tetley, TATA Salt, Westside and TATA Communications (VSNL). The Group has always believed in giving back more to society than what it has received. Thus, nearly 66% of equity capital of TATA Sons is held by philanthropic trusts, which have created a host of national institutions in natural science, medical care, energy and the arts.

6

The Tata Group comprises of 98 operating companies in SEVEN business sectors:

1. SERVICES2. INFORMATION SYSTEM & COMMUNICATION3. ENGINEERING4. MATERIALS5. CONSUMER PRODUCTS6. ENERGY7. CHEMICALS.

The TATA family of companies shares a set of five core values: Integrity, Understanding, Excellence, Unity and Responsibility.

1903: India’s first Luxury Hotel

1907: India’s first Integrated Steel Plant.

1932: India’s first Commercial Air Service.

1941: India’s first Cancer Hospital.

1948: India’s first International Commercial Flight.

1968: India’s first Software Service Company.

1998: India’s first Indigenous Car

2008: World’s Lowest-cost Car.

7

What will the next be?

TATA Titans

JamsetjiNusserwanji Tata

JehangirRatanjiDadabhoy Tata

Ratan N Tata

Born in Parsee priest’s family on 3rd march 1839, Navsari in Gujarat.

Born in Paris on July 29th 1904 (popularly known as Mr. J.R.D TATA)

Born on December 28, 1937 in Mumbai.

He was the first child and the only son of Nusserwanji TATA

Spent one year mandatory period in the French Army.

Is an alumnus of Cathedral and John Connon School, Mumbai.

Graduated from Elphinstone college, Mumbai.

Surrendered his French citizenship in 1929.

Holds a degree in Architecture and Structural Engineering from Cornell university. Also completed an Advanced Management Program from Harvard University.

Married to Heerabai, at the age of 20. Had two sons- Dorabji and Ratanji.

One of the first Indian to be granted a commercial pilot’s license.

Had an offer from IBM but turned down on JRD Tata’s advise

Named his first enterprise as Empress Mislls in Nagpur.

Established Tata Aviation ion 1932, the forerunners to Air-India.

Joined the TATA group in 1962. Became Chairman of TATA

8

industries in 1981.

Spent 300,00 pounds to open the first Luxury hotel, The Taj Mahal in Mumbai.

Received the Padma Vibhushan in 1957.

Took over Chairmanship of the TATA Sons Limited in 1991 from JRD.

Was awarded the Bharat Ratna in 19992. Also received the United Nations Population Award the same year.

Named “Asian Businessman of the Year” in 2005 by Forbes magazine

Died in Geneva on November 29, 1993.

Received the Padma Bhushan in 2000 and Padma Vibhushan in 2008.

The TATA Board

Mr. RATAN TATA

Chairman

Mr .IshantHussain Finance Director

Mr. R. Gopalkrishnan Executive Director

Mr. Arunkumar Gandhi Director TATA Sons

Mr. Jamshed J Irani Chairman TATA Teleservices

Mr. Farookh K Kavarana Chairman TATA AIG

Mr. R.K. Krishna Kumar Vice Chairman IHCL

Mr. Noshir A Soonawala Vice Chairman

Cyrus PallonjiMistry Director TATA Sons and TATA Elxsi

9

Management structure

There are two decision-making bodies that define and direct the business endeavors of the TATA Group. These are called the Group Executive Office and the Group Corporate Center.

Group Executive Office

The Group Executive Office (GEO) defines and reviews the business activities of the TATA Group and is involved in implementing programs on corporate governance, human resourses, the environment, etc. the chief objectivfe of the GEO is to make the TATA Group more synergistic; it does this by strengthening the relationship between the group and its companies.

The GEO creates a shared understanding of a TATA company’s current activities, its strength and its weekness. It then addresses the most strategic issues facing the company. Apart from this, GEO has reviewed

10

the Group’s business portfolio and clustered companies into seven business sectors. The GEO assesses what unique value a company adds to a particular business sector and, conversely, what unique value the Group can bring to that company.

Besides Group chairman Ratan Tata, the GEO comprises IshaatHussain, Arunkumar Gandhi, KishorChaukar and R. Gopalakrishnan.

Group Corporate Center.The mandate of the Group Corporate Center (GCC) is to guide the future strategy and direction of the TATA Group and to work in close coordination with the Group Executive Office. The GCC comprises Ratan Tata, N.A. Soonawala, J.J. Irani, R.K. Krishna kumar, R.Gopalakrishnan, IshaatHussain, KishorChaukar and Arun Gandhi.

11

HISTORY

TAJ HOTELS RESORTS AND PALACES

The Indian Hotels Company Limited (IHCL) and its subsidiaries are collectively known as Taj Hotels Resorts and Palaces and isrecognized as one of Asia's largest and finest hotel company. Incorporated by the founder of the Tata Group, Mr. Jamsetji N. Tata, the company opened its first property, The Taj Mahal Palace Hotel, Bombay in 1903. The Taj, a symbol of Indian hospitality, completed its centenary year in 2003.

Taj Hotels Resorts and Palaces comprises 66 hotels in 42 locations across India with an additional 16 international hotels in the Maldives, Malaysia, Australia, UK, USA, Bhutan, Sri Lanka, Africa and the Middle East.

12

Spanning the length and breadth of the country, gracing important industrial towns and cities, beaches, hill stations, historical and pilgrim centers and wildlife destinations, each Taj hotel offers the luxury of service, the apogee of Indian hospitality, vantage locations, modern amenities and business facilities.

IHCL operate in the luxury, premium, mid-market and value segments of the market through the following:

Taj (luxury full-service hotels, resorts and palaces) is our flagship brand for the world’s most discerning travelers seeking authentic experiences given that luxury is a way of life to which they are accustomed. Spanning world-renowned landmarks, modern business hotels, idyllic beach resorts, authentic Rajput palaces and rustic safari lodges, each Taj hotel reinterprets the tradition of hospitality in a refreshingly modern way to create unique experiences and lifelong memories.

Taj also encompasses a unique set of iconic properties rooted in history and tradition that deliver truly unforgettable experiences. A collection of outstanding

13

properties with strong heritage as hotels or palaces which offer something more than great physical product and exceptional service. This group is defined by the emotional and unique equity of its iconic properties that are authentic, non- replicable with great potential to create memories and stories.

Taj Exotica is our resort and spa brand found in the most exotic and relaxing locales of the world. The properties are defined by the privacy and intimacy they provide. The hotels are clearly differentiated by their product philosophy and service design. They are centered around high end accommodation, intimacy and an environment that allows its guest unrivalled comfort and privacy. They are defined by a sensibility of intimate design and by their varied and eclectic culinary experiences, impeccable service and authentic Indian Spa sanctuaries.

Taj Safaris are wildlife lodges that allow travelers to experience the unparalleled beauty of the Indian jungle amidst luxurious surroundings. They offer India’s first and only wildlife luxury lodge circuit. Taj Safaris provide guests with the ultimate, interpretive, wild life experience based on a proven sustainable ecotourism model.

Upper Upscale Hotels (full-service hotels and resorts) provide a new generation of travelers a

14

contemporary and creative hospitality experience that matches their work-hard play-hard lifestyles. Stylish interiors, innovative cuisine, hip bars, and a focus on technology set these properties apart.

The Gateway Hotel (upscale/mid-market full service hotels and resorts) is a pan-India network of hotels and resorts that offers business and leisure travelers a hotel designed, keeping the modern nomad in mind. At the Gateway Hotel, we believe in keeping things simple. This is why,our hotels are divided into 7 simple zones- Stay, Hangout, Meet, Work, Workout, Unwind and Explore.

As travel often means more hassle than harmony, more stress than satisfaction, modern travelers are looking for smarter choices. Driven by our passion for perfection, we welcome our customers to a refreshingly enjoyable and hassle-free experience, anytime, everywhere. Offering the highest consistency in quality, service and style we set new standards and take the unwanted surprises out of traveling. Our warm welcomes make our guests feel at home, away from home and our crisp and courteous service empowers them to get more done with greater effectiveness and control. And through our unrivalled network we provide service that is effortless, simple, never overwhelming, always warm.

15

Ginger (economy hotels) is IHCL’s revolutionary concept in hospitality for the value segment. Intelligently designed facilities, consistency and affordability are hallmarks of this brand targeted at travelers who value simplicity and self-service.

Taj Hotels Resorts and Palaces is committed to replicate its domestic success onto international shores with plans to build an international network of luxury hotels, which will provide an exemplary product-service combination and in the process create a global brand. The current international portfolio includes luxury resorts in the Indian Ocean, business and resort destinations in the Middle East and Africa, serviced apartments in the UK, the first hotel in Australia and three a top-end luxury hotels in the US.

Throughout the Company’s expansion, its mandate has been twofold: to infuse a sense of Indian heritage and culture within each diverse property, while also anticipating the needs and desires of the sophisticated traveller. Over the years, the Taj has won international acclaim for its quality hotels and its excellence in business facilities, services, cuisine and interiors.

The Taj strengthened its presence in the Indian Ocean rim with the Exotica Brand. The Taj Exotica was evolved as part of Taj Hotels Resorts and Palaces intent to position it as a brand that is clearly differentiated by its

16

product philosophy and service design. The Taj Exotica Resort and Spa, in Maldives is centered on high-end accommodation, intimacy and an environment that allows its guest’s unrivalled comfort and privacy.

Taj Hotels further expanded its global footprint by securing management contracts at Palm Island, Jumeirah in Dubai, Saraya Islands in Ras Al Khaimah, Aldar Group in Abu Dhabi, UAE Langkawi in Malaysia and Thimpu in Bhutan. The most significant additions to the portfolio have been The Pierre, the iconic landmark hotel on New York's Fifth Avenue, Taj Boston and Blue, Sydney.

The presence of Taj Hotels Resorts and Palaces internationally has been developed through a network of Taj regional sales and PR offices in the United Kingdom, France, Germany, Italy, Dubai, Singapore, Australia, Japan, Russia and the United States of America.

At the Taj Hotels Resorts and Palaces luxurious living and fine dining find common ground. Whether it is introducing exotic world cuisines to India or taking authentic Indian fare to the world, the Taj Hotels Resorts and Palaces is renowned for the eclectic culinary experiences it brings to its guests. Through a vast repertoire of award-winning restaurants, legendary recipes from royal kitchens and celebrated food

17

festivals, the Taj has pioneered innovation in fine dining across the world.

Taj Hotels also promise a whole new experience of tranquility and total ‘wellness’, through Jiva Spas a unique concept, which brings together the wisdom and heritage of the Asian and Indian Philosophy of Wellness and Well-being. Rooted in ancient Indian healing knowledge, Jiva Spas derive inspiration and spirit from the holistic concept of living. There is a rich basket of fresh and unique experiences under the Jiva Spa umbrella of offering, Yoga and Meditation, mastered and disseminated by accomplished practitioners, authentic Ayurveda, and unique Taj signature treatments. Royal traditions of wellness in service experiences, holistic treatments involving body therapies, enlivening and meaningful rituals and ceremonies and unique natural products blended by hand, come together to offer a truly calming experience.

IHCL operates Taj Air, a luxury private jet operation with state-of-the-art Falcon 2000 aircrafts designed by Dassault Aviation, France; and Taj Yachts, two 3-bedroom luxury yachts which can be used by guests in Mumbai and Kochi, in Kerala.

IHCL also operates Taj Sats Air Catering Ltd., the largest airline catering service in South Asia, as a joint

18

venture with Singapore Airport Terminal Services, a subsidiary of Singapore Airlines.

Additionally, it operates the Indian Institute of Hotel Management, Aurangabad since 1993. The institute offers a three-year diploma, designed with the help of international faculty and has affiliations with several American and European programmes.

CORPORATE SUSTAINABILITY AND SOCIAL RESPONSBILITY

As a part of Tatas; India’s premier business house; we; at Taj Hotels, have always believed in society and environment being integral stakeholders in our business along with our shareholders, customers,

19

vendors and others. Over the last decade, the movement towards ecologically sound tourism has gained urgency and importance across the globe and we recognize that responsible practices in vogue are as diverse as the geographies.

We promote corporate citizenship through our strategic public-private partnerships which encourage building livelihoods of less-advantaged youth and women. The causes we promote include reducing malnutrition, promoting indigenous artisans and craftsmen and enhancing employability of identified target groups by sharing our core competencies as a leading hospitality company. We encourage training and development of differently abled youth.

We at Taj have the unique scope and opportunity to develop raw potential into a skilled workforce that is immediately employable by various players in the industry. A majority of our community projects are focused around extending our key strengths in food production, kitchen management, housekeeping, customer service and spas to promote economic empowerment of candidates from vulnerable socio-economic backgrounds. We are fully committed to the cause of building a sustainable environment by reducing the impact of our daily operations on the environment and improving operational efficiencies, resource conservation, reuse and recycling of key resources.

20

Our seventh Corporate Sustainability Report was submitted to the United Nations Global Compact society in August, 2009. The United Nations Global Compact is a strategic policy initiative for businesses that are committed to aligning their operations and strategies with ten universally accepted principles in the areas of human rights, labor, safety & security, environment and anti-corruption. This Corporate Sustainability report also serves as our GRI (Global Reporting Initiative) as well as Triple Bottom Line report. The report focuses on identified priorities at IHCL and responds to key stakeholder needs. We plan to continue and further strengthen our commitment to the environment and societies in which we operate.

Introduction and Overview

The Company was incorporated in 1902 and it opened its first hotel, The Taj Mahal Palace & Tower, Mumbai, in 1903. The Company then undertook major expansion of The Taj Mahal Palace & Tower, Mumbai by constructing

21

an adjacent tower block and increasing the number of rooms from 225 to 565 rooms. With the completion of its initial public offering in the early 1970s, the Company began a long term programme of geographic expansion and development of new tourist destinations in India which led to its emergence as a leading hotel chain in India. From the 1970s to the present day, the Taj Group has played an important role in launching several of India's key tourist destinations, working in close association with the Indian Government. The Taj Group has a philosophy of service excellence which entails providing consistently high levels of personalized service and innovative means of improving service quality.

The Taj Group has been active in converting former royal palaces in India into world class luxury hotels such as the Taj Lake Palace in Udaipur, the Rambagh Palace in Jaipur and UmaidBhawan Palace in Jodhpur. In 1974, the Taj Group opened India's first international five star deluxe beach resort, the Vivanta by Taj - Fort Aguada, Goa. The Taj Group also began its business in metropolitan hotels in the 1970s, opening the five-star deluxe hotel Taj Coromandel in Chennai in 1974, acquiring an equity interest and operating contract for the Vivanta by Taj - President, a business hotel in Mumbai, in 1977, and opening the Taj Mahal Hotel in Delhi in 1978.

22

In 1980, the Taj Group took its first step internationally by opening its first hotel outside India, the Taj Sheba Hotel in Sana'a, Yemen and in the late 1980s, acquired interests in the Crown Plaza, London, St. James Court, London and 51 Buckingham Gate Luxury Suites and Apartments in London.

In 1984, the Taj Group acquired under a license agreement each of The Taj West End, Bangalore, Vivanta by Taj - Connemara, Chennai and Savoy Hotel, Ooty, with which the Taj Group made its foray into Bangalore.

With the opening of the five star deluxe hotel Taj Bengal in Kolkata in 1989; the Taj Group became the only hotel chain with a presence in the five major metropolitan cities of Mumbai, Delhi, Kolkatta, Bangalore and Chennai. Concurrently with the expansion of its luxury hotel chain in the major metropolitan cities, the Taj Group also expanded its business hotels division in the major metropolitan and large secondary cities in India.

During the 1990s, the Taj Group continued to expand its geographic and market coverage in India. It developed specialized operations (such as wildlife lodges) and consolidated its position in established markets through the upgrading of existing properties and development of new properties. Taj Kerala Hotels &

23

Resorts Limited was set up in the early 1990s along with the Kerala Tourism Development Corporation. In 1998 the Taj Group opened the Vivanta by Taj - Bentota which strengthened the Taj Group's market position in Sri Lanka. In 2000, the launch of the 56 acre Taj Exotica, Goa and the Vivanta by Taj - HariMahal, Jodhpur were completed.

In 2000, the Taj Group entered into a partnership with the GVK Reddy Group to set up Taj GVK Hotels and Resorts Limited and thereby obtained a prominent position in the market in the southern business city of Hyderabad, holding three hotels and a major share of the market. In 2001, the Taj Group took on the management contract of Taj Palace Hotel, Dubai, and has established itself as an up-market hotel in the Middle East region. The Taj Exotica Resort & Spa, Maldives launched the Taj Group into the premium luxury hotel market and since its opening in July 2002, has won several international awards. The Taj Group also obtained licenses to manage and operate two leisure hotels; the Rawal-Kot, Jaisalmer and UshaKiran Palace, Gwalior in October 2002.

In September 2002, the Taj Group acquired an equity interest in the former Regent Hotel in Bandra which gave the Taj Group access to the midtown and North Mumbai market. The hotel has since been renamed as the Taj Lands End, Mumbai.

24

In 2003, the Company celebrated the centenary of the opening of its Flagship hotel, the Taj Mahal Palace & Tower, Mumbai.

In 2004 the Taj Group opened Wellington Mews, its first luxury serviced apartment in Mumbai. In the same year, the Taj Group also launched the first of its "value-for-money" hotels in Bangalore branded 'Ginger', which division has 11 hotels in various locations in India and is owned through its wholly owned subsidiary.

In 2005 the Company acquired on lease The Pierre, a renowned hotel in New York City, to enter the luxury end of the developed hotel markets internationally. The Company entered into a management contract for Taj Exotica in Palm Island Jumeirah in Dubai to expand its existing presence in the United Arab Emirates.

The Company enhanced its position as an operator of converted palaces by entering into a management contract for UmaidBhawan Palace, Jodhpur in the princely state of Rajasthan in India. The Company, through a subsidiary, acquired the erstwhile ‘W’ hotel in Sydney, Australia in February 2006 and renamed it as ‘Blue, Woolloomooloo Bay’. To expand its presence in the US market, the Company acquired in early 2007 Ritz Carlton in Boston and Taj Campton Place in San Francisco.

25

Hotels operated by the Taj Group internationally are located in US, Australia, Dubai, Maldives, Malaysia, Sri Lanka, the United Kingdom, Yemen and Zambia.

26

MANAGEMENT

Mr. Ratan N Tata

Chairma

Mr. R. Krishna Kumar

Vice chairman

Mr. Raymond Bickson

Managing Director & CEO

Mr. Anil P. Goel

Executive Director - Finance

Mr. AbhijitMukerji

Executive Director - Hotel Operations

Mr. Ajoy K. Misra

Sr. Vice President

Sales & Marketing

Mr. Rajiv Gujral

Chief Operating Officer &

Sr. Vice President

Mergers, Acquisitions & Development

Mr. Prakash V. Shukla

Sr. Vice President Technology &

Chief Information

Mr. H.N. Shrinivas

Sr. Vice President - Human Resources

Mr. Kanak Kothari

Vice President

Projects

Mr. PrabhatPani

Chief Executive Officer

Roots Corporation

27

Officer Limited

Mr. Veer Vijay Singh

Chief Operating Officer - Upper Upscale Hotels

Ms. JyotiNarang

Chief Operating Officer - Luxury Division

Taj Hotels Resorts and Palaces

Mr. P. K. Mohankumar

Chief Operating Officer

Gateway Brand

28

Mr. Raymond Bickson

Managing Director & Chief Executive Officer

Raymond Bickson’s experience in hospitality spans thirty years and four continents. In January 2003, Mr. Bickson moved to India and joined the Board as Executive Director & Chief Operating Officer of Taj Luxury Hotels, overseeing the operations of all luxury properties and playing a key role in the global expansion and development of future hotels. He assumed the role as Managing Director & Chief Executive Officer of The Indian Hotels Company Limited in July 2003.

Mr. Bickson brings extensive international hotel experience to the Taj Group in operations and management. He most recently served fifteen years as the Vice President & General Manager of The Mark in New York for The Rafael Group Hoteliers Monaco and with the Mandarin Oriental Hotel Group. His career includes a variety of management assignments for over ten years with Regent International Hotels in New York, Chicago, Dallas, Puerto Rico, Melbourne and Shanghai, as well as training at some of the world’s most renowned hotels as the Hotel Plaza Athenee Paris, Le Montreux Palace Switzerland and the Kahala Hilton Hawaii.

29

An American national, Mr. Bickson attended the ÉcoleHôtelière Lausanne in Switzerland and Advanced Management Programme at Harvard Business School. He was voted one of the Top 10 Best Hotel Managers by Leaders Magazine from 1997-2002. Mr. Bickson is a Member of the World Travel & Tourism Council (WTTC), International Business Leaders Forum (IBLF) and is an advisory board member of The Leading Hotels of The World (LHW), Cornell Hotel School Centre for Hospitality Research and EcoleHoteliere de Lausanne in Switzerland.

Mr. Anil P. Goel

Executive Director – Finance

Anil Goel is charged with the task of overseeing the Taj Group’s Finance, Mergers and Acquisitions, Purchase and Legal & Secretarial functions. With over 28 years of experience in the Tata Group in various financial roles, including Chief Financial Officer of Tata Tea, he brings a unique understanding of fiscal responsibility to Taj. Anil is also a Non-Executive Director in Taj GVK Limited, amongst others.

30

Mr. AbhijitMukerji

Executive Director - Hotel Operations

AbhijitMukerji oversees hotel operations of the Taj Hotels Resorts and Palaces which includes Taj Luxury Hotels – India and International, Taj Business Hotels, Taj Leisure Hotels, Taj Spas, Taj Trade and Transport and Inditravels.

A career hotelier, Mr. Mukerji’s experience spans 22 years and four continents. He has spent almost 10 years as a General Manager and run several hotels that have won international acclaim under his stewardship. His last assignment was as Chief Operating Officer – Taj Luxury Hotels, India.

Mr. Mukerji is an alumnus of Cornell (ESSEC) and Harvard Business School (GMP), and has a flair for European languages.

Mr. Ajoy K. Misra

31

Sr. Vice President, Sales and Marketing

In his 28 years with the Taj Group, AjoyMisra has worked in various capacities, from sales and marketing to operations. Ajoy joined the Taj in 1980 in the Corporate Sales and Marketing Department through the Tata Administrative Services. He served as General Manager of the Taj President in Mumbai and Area Director in the Sri Lanka and Maldives regions. Today, Ajoy represents Taj in industry organizations such as the World Travel and Tourism Council, India Initiative (WTTC II), World Tourism Organisation (WTO), Hotel Association of India (HAI), Bombay Chamber of Commerce and Industry, and the Confederation of Indian Industry (CII).

AjoyMisra holds a degree in Civil Engineering and an MBA from Delhi University.

32

Mr. Prakash V. Shukla

Sr. Vice President, Technology and Chief Information Officer

With over 20 years experience in the information technology industry, PrakashShukla brings valuable expertise to the expanding network of Taj Hotels. He is currently responsible for total IT deployments at the Taj Group and is on MD’s management committee. With a background in some of the industry’s most venerable corporations—Unisys / Sperry and IBM—Prakash has provided IT solutions for numerous clients: Morgan Stanley, Goldman Sachs, Citigroup, and Solomon Smith Barney.

An American national, Mr. Shukla is a graduate of Rutgers University with degrees in Electrical Engineering and English, and New York Polytechnic University with a Master's degree in Computer Science. Mr. Shukla attended the Advanced Management Program at Harvard Business School.

33

Mr. H.N. Shrinivas

Sr. Vice President - Human Resources

Mr. Shrinivas has over 30 years of experience in the field of Human Resources. He holds a Masters Degree in Social Work from the National Institute of Social Sciences, Bangalore, and a Masters in Industrial Law from Bangalore University.

Mr. Shrinivas has also done an Advance Management Programme - Cornell University, HRD facilitator's programme on Change Management at National Training Laboratory, Washington D.C., U.S.A, and has trained in Kaizen, JIT, Lean Management at Kaizen Institute, Tokyo, Japan.

Mr. Shrinivas has worked for 18 years with the Taj in Human Resources, Learning & Development and Business Excellence functions. After leaving the Taj in 2002, he headed the HR function in BPL and subsequently Tata Tea. His last

34

assignment before joining us was with Hewlett Packard Global Delivery India Centre as Director, Human Resources.

Mr. Kanak Kothari

Vice President, Projects

Mr. Kanak Kothari is an Engineering Graduate with over 26 years of experience in the field of Engineering, Design and Project Management. He is a Fellow of the Institution of Engineers, Chartered Engineers and practicing Project Management professional.

He began his career as a Project Engineer in Union Carbide-India and later worked for more than 20 years on various assignments in different countries for the design, construction and project management of hotels, hospitals and luxury residences specializing in high rise structures.

35

He also worked in the field of Scientific Research on condition monitoring of rotating equipments and improving practices of predictive maintenance.

He joined Taj in Oct 2009 as Vice President - Projects.

Mr. Veer Vijay Singh

Chief Operating Officer - Upper Upscale Hotels

As the Chief Operating Officer of the Taj Group-Upper Upscale Hotels, Veer Vijay Singh is responsible for the Operations and Overall Performance of 36 hotels in 26 locations spread across seven (7) countries.

In a career span of 33 years with the Taj, he has had a wide experience in Food & Beverage Operations and has been a General Manager for over 17 years at Taj Hotels in Hyderabad, Calcutta & Sri Lanka. Prior to this assignment Veer Vijay was the Director Operations of TAJGVK hotels & Resorts Pvt. Ltd

36

and General Manager of Taj Krishna. During his tenure he has been responsible for the growth & expansion of TAJGVK Hotels in Chandigarh, Chennai & Hyderabad.

He has graduated from IHMCT&N, New Delhi and he had the opportunity of further honing his skills by attending training programmes conducted by CORNELL/N.U.S- Singapore, INSEAD & Harvard. Veer Vijay has played a stellar role in promoting tourism in the State of Andhra Pradesh as he has been the President of Hotels & Restaurants Association of A.P for 6 terms and has been Director with A.P.Tourism Development Corporation, Institute of Hotel Management, National Institute of Tourism and Hospitality Management, Convener for Tourism Promotion in CII - AP Chapter, Vice President - SIHRA & Executive Committee member of FHRAI.

His values, passion & loyalty towards his work and his Forte of building relationships, makes him who he is today.

Ms. JyotiNarang

Chief Operating Officer - Luxury Division

Taj Hotels Resorts and Palaces

37

JyotiNarang began her career with the Taj group in 1982 and has since handled a variety of portfolios across the chain, from sales and marketing to operations. She is currently the Chief Operating Officer of the Luxury Division of Taj Hotels Resorts and Palaces and is in charge of the overall performance and expansion of the division.

Jyoti started off as a sales executive (in Sales) with Taj Hotels in Delhi and was part of the launch of Taj Palace, New Delhi. In 1996, she took charge of marketing for the entire Taj Group of Hotels before moving into operations in 2003. Seeing an opportunity in business tourism on the back of a growing economy, Jyoti developed the concept of 'Urban Revival' for the new age Business Hotels for Taj. She served as the Chief Operating Officer of Taj Business Hotels for India and abroad in 2003. She then moved on to manage the operations of Taj Leisure Hotels in 2006. As the Chief Operating officer of this division, she was instrumental in pioneering the launch of Taj Safaris a unique concept which offers adventure enthusiasts a distinctive, interpretive wildlife experience.

38

In 2008, Jyoti was appointed as the Chief Operating Officer of The Gateway Hotels, the new upscale brand of the Taj, and was actively involved in developing the concept and launching the brand with an aim to be present in all economic and commercial hubs in India. The brand is a first of its kind and was created to cater to the needs of the modern contemporary traveller.

Jyoti obtained her B.A. in Economics from Lady Shri Ram College, New Delhi and went on to complete her M.B.A in Finance from the Faculty of Management in Delhi. Over the years, she has attended various marketing and management programmes from reputed institutes like the Wharton School of Management and the International Institute for Management Development in Lausanne, Switzerland.

Jyoti has always worked at maintaining the company's strong identification with India, even as it enhances itself as a global brand. Jyoti was named as the most powerful woman in the travel industry worldwide by Travel Agent, a leading US national newsweekly magazine of the travel industry. She was selected for her influence and contribution to the travel industry and is the only Indian to be named in the prestigious list.

39

Mr. P.K.Mohankumar

Chief Operating Officer, Gateway Brand

Mr. P. K. Mohankumar has over 35 years of experience in hotel operations with the Taj Hotels, Resorts and Palaces. His career commenced with the flagship hotel – Taj Mahal Palace and Towers, Mumbai. To add to his extensive portfolio, ranging from green field launches, turn around assignments and international postings in USA and South Asia is his extensive training and exposure in luxury, upper upscale and mid market

40

hotels in Europe and Far East. Has enriched his acumen in the management and leadership of the hospitality sphere holding key positions as Area Director and General Manager of luxury, business and leisure hotels which have won several accolades for excellence.

Mr.Mohankumar is an alumnus of Institute of Hotel Management, Mumbai and has participated in several senior leadership workshops conducted by Harvard Business School, Michigan University, USA, Cornell University, Singapore and IIM, Ahmedabad. In the last Twenty years as General Manager, he has won numerous accolades and his key accomplishments are chairing as a Vice Chancellor –Baillage de Bangalore, Chaine des Rotisseurs, Chairman for the Tourism Task force- Bangalore Chambers of Commerce & Industries, Excom Member of SHIRA, and Executive Member & Chairman of Tourism & Hospitality Sub committee – FICCI Karnataka State Council.

Currently, he is the Chief Operating Officer of the Gateway brand of the Taj Hotels Resorts and Palaces, and is responsible for the operations and performance of 19 properties in India.

Mr. Rajiv Gujral

Chief Operating Officer & Sr. Vice President

Mergers, Acquisitions & Development

41

Rajiv Gujral is heading Merger, Acquisitions and Development for the Group. In the 33 years with the Group Mr. Gujral has held various positions in the company from Sales and Marketing, heading operations and development for Eastern Region and International Division. Mr. Gujral has served on the Board of International Hotel and Restaurant Association (IH&RA), currently a member of the Chain Council, President of Federation of Hotel and Restaurant Association of India (FHRAI), apart from being the Chairman of West Bengal Tourism Development Corporation and Chairman Tourism Sub-Committee of the Associate Chamber of Commerce and Industry (ASOCHAM).

He has been responsible for creating Taj Asia Ltd., and for bringing in CC Africa to develop Wildlife Safaris in India with Taj Group. Mr. Gujral is on the board of Taj International Hotels (Hongkong) and Oriental Hotels (Hongkong).

Mr. Gujral has been appointed the Chairman of the All India Board of Hotel Management and Catering Technology by the

42

Union Ministry of Human Resources for a period of 3 years from 1st September 2006. He is also a member of the World Presidents Organisation (WPO).

Mr. Rajiv Gujral graduated in Business Management, majoring in Marketing from Banares University (BHU).

Mr. PrabhatPani

Chief Executive Officer Roots Corporation Limited

As CEO of the wholly-owned subsidiary of The Indian Hotels Company Limited, PrabhatPani manages the operations of Ginger Hotels and is responsible for their growth across India.

Before joining the Taj Group, PrabhatPani served as Chief Operating Officer in Tata Telesevices Limited. He has extensive experience across wide geographies in India in handling portfolios of Sales, Marketing and Operations in large companies engaged in the FMCG and Telecom space.

He has been actively associated with Confederation of Indian Industry (CII), and has been a member of the Southern Regional Council the last three years, while co-chairing the Sub-Committee on Corporate Social Responsibility.

43

PrabhatPani holds a degree in Engineering from Birla Institute of Technology & Science, Pilani, and Post-Graduate Diploma in Management from IIM, Ahmedabad.

INTRODUCTION TO THE GATEWAY

HOTEL

Dramatically poised against the warm, radiant waters of

the Arabian Sea, Taj Lands End is the chic, urbane hotel

to check into for an unforgettable experience of the

myriad hues and flavours of Mumbai – the high octane

commercial capital of Mumbai .

While the 18 storey hotel is located in the heart if

Mumbai,to its pristine surroundings lend it an ait of

tranquillity and make it the ideal retreat after a long day

spent at the nearby business district, shopping

boulevards, or zesty restaurants and clubs.

Exquisitely designed with warm, muted furnishings,

wood panelling and stunning embellishments, each guest

44

room, Taj Club room and suite at Taj lands end offer

breathtaking vistas of the city and sea along with a

remarkable view of the Bandra-Worli Sea Link. Moreover,

the glamorous hotel’s ideal location, generous smattering

of stylish in-house restaurants and legendary services

make it the preferred choice of visiting celebrities, artists,

business heads and discerning travellers from different

corners of the world.

HOTEL INFORMATION :

Address: Banstand, Bandra(west), Mumbai – 4000 50.

India

Tel No : 022-66681234

Facsimile : 022-66994488

Website : www.tajhotels.com

Check-in/Check-out Time : 12 Noon.

Location : The hotel is located in the North of Mumbai. It

is 12kms (30 minutes) from the domestic airport and 45

minutes from the International airport. Situated admist 6

acres of landscaped greenery, Taj Lands End offers

45

convenience amidst a gentle ambiance. The comforts

and facilities of all the 493 guestrooms and suites are

splendid.

THE HOD’S OF TAJ LANDS END

Mr. Gaurav Pokhariyal

(General Manager)

Mr. Manish Gupta

(Resident Manager)

Mr. Paramveer Singh

(Accomadations Manager)

Mr. Prashant Potkar

(Security Manager)

Mr. Manu Sharma

(Director of Sales)

Mr. Pankaj Gupta

(Financial Controller)

Ms. Meena Bhatnagar

(Executive Housekeeper)

Mr. Hemant Shinde

(Human Resource Manager)

Mr. Ranju Singh

(Food and Beverage Manager)

Mr. Prakash Aranha

(Learning & Developement Manager)

Mr. Samir Bharadwaj

(Business Excellence Manager)

Mr. Ghanshyam Tripathi

(Chief Engineer)

Mr. Anirudh Roy

(Executive Chef)

Mr. S. Balasubramanian

(Materials Manager)

Mr. Arnob GonChoudhory

(Laundry Manager)

Mr. Stan Pereira

(Manager – Information System)

46

Mr. Madhav Shiledar

(Manager – Guest Communications)

Dr. Vinod Balakrishnan

(Health Club Manager)

THE VISION OF TAJ

Embrace Talent and harness Expertise to Leverage

standards of Excellence in the Art of Hospitality to grow

our International Presence, increase Domestic

Dominance and Create Value for all Stakeholders.

THE CORE VALUES OF TAJ

People – Diversity, Integrity & Respect

Passion for Excellence

Exceed Expectations

Innovation

Sense of Urgency & Accountability

47

Social Responsibility

Joy at Work

5 SUCCESS FACTORS

Exceed Customer Expectations

Create Differentiation

Achieve Operational Excellence

Enhance Relationships

Leverage Collective Strenghts

TRAINING SCHEDULE

SR. NO

DEPARTMENT SECTION FROM TO

1 Food & Beverage Service

Banquets 10-05-10 02-06-10

2 Front Office 03-06-10 06-06-103 Food & Beverage

ServiceVista 07-06-10 27-06-10

4 Learning & Development

28-06-10 04-07-10

5 Main Kitchen 05-07-10 18-07-106 Vista Kitchen Pantry 19-07-10 01-08-107 Food & Beverage

ServiceIRD 02-08-10 08-08-10

8 Food & Beverage Service

Buters 09-08-10 11-08-10

9 Learning & Development

12-08-10 15-08-10

10 Food & Beverage

Service

Butlers 16-08-10 22-08-10

48

11 Housekeeping Uniform

Room

23-08-10 05-09-10

12 Learning &

Development

06-09-10 19-09-10

13 Front Office 20-09-10 10-10-10

14 Purchase 11-10-10 17-10-10

15 Learning &

Development

18-10-10 31-10-10

Front Office

49

INTRODUCTION

Taj Lands End is a 18 storey hotel, with a dramatic 3

storey lobby which is spread over 9.25 acres of land,

offering 493 luxurious appointed rooms of which 33 are

suites. All the rooms of Taj Lands End offer panoramic

view of the Arabian Sea, the cityscape across the bay

and the Bandra - Worli Sea Link. The hotel also houses

the city’s finest restaurants and offers a variety of

cuisines. It also offers conferencing and banqueting

facilities, business centre facilities, a salon, a spa and a

fully equipped health club. All rooms and public areas

offer wireless (Wi-Fi) Internet access and to top it all is

the ambient decor of the hotel which is a well – defined

blend of pale pastels with rich wood.

50

ROOM INVENTORY

Category of Room No. Of Rooms Floors/Room. No

Deluxe Rooms (DKSX) 156 (20 Twins) 11th,12th,14th,15th

Floors

Luxury Rooms (LKSX) 169 (47 Twins) 16th,17th,18th,19th,20th

Floors

Taj Club Rooms

(TKSX)

135 (4 Twins) 21st,22nd,23rd,24th,25th

Floors

Executive Suites

(SES2)

9 1118 to 2018 (ex-

1318)

Luxury Suites (SLS2) 17

Old – 1925, 2021,

2129 New – 22nd to

24th (01/02/31/48) &

2531/48

Grand Luxury Suites

(SGS3)

6

Old – 1943,2040

New – 2323, 2423,

2515, 2523

Presidential Suite

( SPS5)

1 2101

51

It also offers the following choice of rooms:-

Type of Room No. Of Rooms Floors/Room.no

Green Rooms

(Earth Rooms)

5 Rooms 1745, 1747, 1749,

2147, 2149

Eva Wing

(Single Lady Traveller)

20 Rooms 1701 - 1727

Physically Challenged

Room

1 Room 2027

Smoking Rooms 4 Floors 15th – 19th – 21st – 24th

Floor

RACK RATES OF THE ROOMS

52

Tariff for Individual Traveller (Room Only)

Room Category Indian Rupees

Single Double

Deluxe Room 21000 22500

Luxury Room 23000 24500

Taj Club Room 25000 26500

Executive Suite 50000 50000

Luxury Suite 75000 75000

Grand Luxury Suite 130000 130000

Presidential Suite 250000 250000

Extra Bed: Indian Rupees 1000

Check-in time: 14:00 hours

Check-out time: 12:00 hours

*includes complimentary one way airport transfer, buffet breakfast, hi-tea

and evening cocktail at Taj Club Lounge, butler service and use of

boardroom for 2 hours per stay (subject to availability).

Rates are subject to applicable government taxes and subject to change

without prior notice.

FOOD AND BEVERAGE OUTLETS

53

ATRIUM LOUNGE

MASALA BAY

MING YANG

VISTA

ATRIUM LOUNGE

54

The effervescent Atrium Lounge serves a fine selection of

coffees and teas by day while effortlessly transforming itself to a

trendy bar by evening, playing host to informal business as well

as social meetings with equal elan. Drawing inspiration from the

Spanish tradition of Tapas, the Atrium Lounge offers an exquisite

menu of finger food and compact meals served with

contemporary accompaniments. Experience the unconventional

with the ‘Kitchen meets the Bar’ range of non-vegetarian cocktails

while the elegant afternoon Champagne Tea features a choice of

tea or champagne for bold taste buds. An intimate ambiance and

attentive yet discreet service makes the experience at Atrium

Lounge impeccable.

Location: Lobby Level

Attire: Smart casuals

Covers: 81

Timings: 08.00 – 23.45 hrs

MASALA BAY

55

A contemporary Indian restaurant, it offers a range of culinary

delights. Masala Bay has an interactive theatre kitchen, a

separate lounge bar and three private dining rooms.

Undiscovered facets of Indian cuisine with the unique use of time-

tested ingredients create a fresh, new taste and add a new

dimension to the experience of dining. The emphasis is on light

food and on the blending traditional Indian recipes with

international cooking styles.

Location: Lobby Level 1

Attire: Smart casuals

Covers: 118 (including the lounge and PDR’s)

Timings: Lunch – 12.30 – 14.45 hrs

Dinner – 19.30 – 23.45 hrs

MING YANG

56

The split-level layout of this Chinese restaurant allows you to

enjoy the view of the Arabian Sea and the Portuguese Fort from

anywhere in the room. The right-angles zigzag of the back wall

imitates a Chinese screen as well as offers secluded bays for

semi-private dining.

Though you can savour, many a Chinese delicacy, Ming Yang is

known for superlative Sichuan cuisine.

Location: Lobby Level 1

Attire: Smart Casuals

Covers: 96

Timings: Lunch – 12.30 – 14.45 hrs

Dinner – 19.30 – 23.45 hrs

57

VISTA

Vista is an all day contemporary eatery that offers the perfect

ambience for a quick breakfast, business lunch or an intimate

evening meal.

58

It serves Western, Oriental and Indian cuisine, but the highlight of

Vista is the island kitchen and the sweeping ocean view.

A variety of cocktails, an exhaustive wine list and flavoured

freshly brewed choice of coffees and teas complete the beverage

repertoire. Vista hosts the Vista Sunday Brunch, one of the finest

Sunday brunches in the city.

Location: Lobby Level 2

Attire: Smart Casuals

Covers: 174

Timings: 24 hours

OTHER SERVICES AND FACILITIES

BUSINESS CENTRE: 59

The 24 hours Business Centre compromises of 5

meeting rooms and an office lounge for smaller

meetings and discussions. Fully Equipped with

modern conferencing facilities, wireless (Wi-Fi)

Internet access, secretarial assistance,

interpretation facility and workstation, the business

centre caters to the needs of discerning travellers.

BANQUETS:

Extensive banqueting space at the Taj Lands End

is spread over 55,000 sq.ft and compromises of 9

banquet rooms. The Taj Lands End is indeed a

grand venue for hosting conferences and banquets

with capacities for between 35 – 600 person,

theatre style and up to 2000 person for

cocktail/receptions and covered parking space for

500 cars

SPA AND RECREATION:

The health and fitness facilities includes a 24 hour

fitness center fitted with a comprehensive range of

the latest cardiovascular machines and strength

60

training equipment for improved aerobic

endurance, cardio respiratory fitness, general body

tie up and a personalised trainer to guide you. On

the other hand, the Spa at

Taj Lands End includes whirlpools, steam room

and sauna, massage and specialised treatment

rooms, offering Aromatherapy, Reflexology,

Swedish and Ayurvedic massages. An integral part

of the spa is the Beauty and Hair Salon, offering a

wide range of beauty and hair treatments.

61

OTHER FACILITIES AND SERVICES:

Other facilities and services available at the hotel

include: in-room dining,

conference rooms, facilities for disabled, safe

deposit lockers, currency exchange,

babysitting, 24-hour laundry, hair salon, travel desk

and indoor parking facility for

up to 550 cars.

HIERARCHY

62

GENERAL MANAGER

RESIDENT MANAGER

RERERVATION

MANAGER

RECEPTIONIST BELL CAPTAIN TELEPHONE

MANAGER

RESERVATIONIST TRAINEE BELLBOY OPERATORS

63

ACCOMODATION MANAGER

ASST. FRONT OFFICE MANAGER

DUTY MANAGER

GUEST RELATIONS

ORGANIZATIONAL STRUCTURE

The Front Office department at Taj Lands End,

Mumbai is responsible for various functions apart

from the check-ins and check-outs.

The Front Office department is further divided into

the following sub-departments:

Reception

Concierge

Travel Desk

Reservations

Telephones

Bell Desk

Porch / Valet Services

Business Centre

64

FRONT DESK OR RECEPTION

Front Desk is responsible for check-ins, check-

outs, currency exchange, guest inquiry, filling of

guest record and their maintenance and co-

ordination with other departments

CONCIERGE

This department takes care of airport transfers.

The department also adds to the revenue of the

hotel by capitalizing on the walk-ins at the airport

itself. The department also assists the guest with

lost baggage and recovery if required.

TRAVEL DESK

65

The Travel Desk is a 15 hour facility and provides

all travel related services at a fee, such as:

Travel assistance

Car rentals

Hotel bookings

Package tours

Buying, confirming and cancellation on tickets

RESERVATIONS

This department is responsible for taking accurate

reservations for the hotel generating report to study

business type and sources. The reservations

departments processes the reservations and

makes them in FIDELIO. The supporting

documents are also filled by reservations.

TELEPHONES

66

This department is responsible for routing of calls

to the concerned extensions. The job of the

operators also concerns the security issues like

maintaining guest privacy and security. Operators

are usually the 1st contact of the guest with the

hotel.

BELL DESK

This department is responsible for the handling of

guest baggage after they check-in and during their

check-out process. The other jobs which are

performed by this department are delivering news-

papers, message handling, room change, left

luggage handling, reporting of scanty baggage to

the front desk and any other special request of the

guest.

PORCH / VALET SERVICES

67

Hotel has a valet service for the guests. The valet

and the porch coordinators assist the traffic

movement at the porch and also ensure availability

of rental cars.

BUSINESS CENTRE

It is a point of sale, which generates revenue by

retailing space for conference, and other services

which are related to conferencing. The Business

Centre also provided secretarial services.

68

Business centre Broucher

69

70

DUTIES AND RESPONSIBILITIES

ACCOMODATIONS MANAGER

ASST. FRONT OFFICE MANAGER

DUTY MANAGER

GUEST RELATIONS EXECUTIVE

FORNT DESK ASSOCIATE

BELL CAPTAIN

BELL BOY

71

ACCOMMODATIONS MANAGER

Reports to the General Manager / Resident

Manager.

Achieve customer satisfaction and room

revenue goals by supervising front office

operations.

Ensures that the front desk is staffed

appropriately by utilizing business forecast to

schedule employees.

Oversees and participates in the prompt

check-in and check-out of guest.

Addresses questions or problems pertaining to

customer room accommodations and rates.

Provides control over rates; implements

approved rate changes.

Monitors advance deposit procedures.

Responds to positive and negative comments

expressed in comment cards and develops

strategies to improve comment card results.

72

Monitors service and team work on a regular

basis and counsels employees on providing

the Taj experience service and team work.

Maintains statistics on room and reservations,

customer arrivals and departures, average

occupancy rates and related information.

Assists in preparation of annual budget; assures

that the department operates within approved

budget.

Assures the cleanliness and orderly condition of

the front office areas by conducting daily

inspections.

Keeps immediate supervisor promptly and fully

informed of all problems or unusual matters of

significance.

Maintains a favourable working relationship with

all other company employees to foster and

promote a cooperative and harmonious working

climate.

73

ASST. FRONT OFFICE MANAGER

Reports to the Accommodations Manager

Supervises and participates in the prompt and

courteous check-in and check-out of guest so

as to maximise guests satisfaction.

Responsible for the organization of work at the

front desk including assignments, duty

roasters and leaves (casual & sick).

Ensures that standard procedures on room s

security are followed strictly.

Uses an intensive approach to up selling, to

maximise the Average Daily Rate.

Ensures procedures for safety deposits

lockers are strictly followed.

Co-ordinates and communicates with related

departments to ensure customer requests and

complaints are handled effectively and

efficiently.

74

DUTY MANAGER

Reports to the Accommodations Manager /

Asst. F O M

Exceeds guest satisfaction and assist in

increase of room revenue by supervising shift

at the front desk.

Verifies and endorses all registration cards

Ensures procedures on establishing credits for

every guest account.

Ensures the maximization of total room

occupancy by the handling of expected arrivals.

Provides quality services to the guest by

responding to their request promptly, effectively

and courteously.

Maintain safe working conditions within the

department.

Keeps immediate supervisor promptly and fully

informed of all problems or unusual matters of

significance.

Ensures the smooth running of the lobby.

75

GUEST RELATION EXECUTIVE

Reports to the Duty Manager

Blocking of rooms for VIP’s, Groups and Crew.

Ensure amenity requisition for blocked VIP’s

are sent to the room service.

Check rooms blocked for VIP’s

Gives the guest courtesy calls.

Keeps a track of guest birthdays,

anniversaries, etc and wishes them

accordingly by arranging for a cake and a gift.

Maintains guest history cards.

Escorts guest to the room.

Welcomes guest with Aarti, Garlands etc.

Good relations with repeat guests and

ensuring maximum feedback.

Creating magical moments for guests.

76

FRONT DESK ASSOCIATES

Reports to the Duty Manager.

Takes check-in and check-outs of the guest.

Escorts guest to the guest rooms.

Takes in-room check-ins.

Responsible for verifying photo ID and taking

a photo copy of the guest ID along with the

visa copy and ensuring that the same is not

expired.

Solves guest problems as and when required.

Handles difficult situations.(guest problems)

Prints the registration cards. (done during

night shift)

Settling of guest bills during check-out.

Preparing and filing of reports.

Blocking and de-blocking of rooms.

77

BELL CAPTAIN

Reports to the Duty manager.

Controls the movement of the bell boys.

He briefs the bell boys * ensures that they are

always well groomes.

Keeps the time records of the bell boys and

writes their activities on the bell attendants

control sheet.

Checks the log book periodically.

Takes stock of the luggage, parcels and any

other material.

Responsible for proper distribution of news

papers.

Keeping stock of equipment, trolley and

ensuring that they are in good working

condition.

78

BELL BOY

Reports to the bell captain.

Takes the baggage from the porch to the room.

Places the baggage in the rooms in the

appropriate rack.

Explains the operations of light switches, A/C

control to the guest.

Brings the baggage down in the case of

departure.

Checks the room to ensure that the guest has

not left any articles on departure.

Obtains clearance from front office cashier on

the errand card regarding the bill.

Delivers the guest letters or messages to the

guest room.

79

SPECIAL OBSERVATIONS

Every guest that has a airport pick-up when

received at the porch is greeted and escorted

straight to the room and an in-room check-in is

taken.

Each guest is given a personalized welcome

letter and VIP guest or suite room arrival guests

are given personalized cards that are signed by

the General Manager.

The Taj Club guest are given the facility of an in-

room checkout

The guest photo ID is sent up with his/her

luggage in so that the guest does not have to

wait for his ID till the photo copy is taken. The

same is done only with the guest permission.

80

TRAINING SCHEDULE AND

TASK PERFORMED

TRAINING SCHEDULE:

2 weeks

TASK PERFORMED:

Slotting & de-slotting of bills.

Filling of key jackets and bell boy errand

cards.

Checking of the C-Form.

Putting messages in the guest room.

Sticking incident logs in the GM log book

Sticking of hand-overs in the respective log

books.

Attaching the bills to the folios.

Printing and Photo-copying.

Escorting guest to the room

Typing and printing of names for the welcome

letter envelops

Arranging of welcome letters

81

Stacking of stationery at the end of the shift

82

HOUSEKEEPIN

G

83

INTRODUCTION

The housekeeping department at the Taj Lands End is

the department that makes the meaning of the word

“organization” possible.

Just as the name itself indicates, the role of the

housekeeping is to keep and maintain cleanliness of all

the areas in the hotel. It provides a comfortable and safe

stay of the guests, thus making him/her feel at home.

It is responsible for the upkeep and decor of the guest

room and public areas. The housekeeping department

creates a relaxed atmosphere for guest by providing

surroundings that are attractive, comfortable and safe to

live in.

Furthermore, by providing courteous service a friendly

atmosphere is created. In this way the housekeeping

department makes it possible to create a “home away

from home”.

84

The housekeeping department is located on the lobby

level of the hotel in the back of the house and has a

thoroughly capable and professional staff to carry out the

housekeeping activities.

THE NUMBER & TYPES OF ROOMS

Category of Room No. Of Rooms Floors/Room. No

Deluxe Rooms (DKSX) 156 (20 Twins) 11th,12th,14th,15th

Floors

Luxury Rooms (LKSX) 169 (47 Twins) 16th,17th,18th,19th,20th

Floors

Taj Club Rooms

(TKSX)

135 (4 Twins) 21st,22nd,23rd,24th,25th

Floors

Executive Suites

(SES2)

9 1118 to 2018 (ex-

1318)

Luxury Suites (SLS2) 17

Old – 1925, 2021,

2129 New – 22nd to

24th (01/02/31/48) &

2531/48

Grand Luxury Suites

(SGS3)

6

Old – 1943,2040

New – 2323, 2423,

2515, 2523

85

Presidential Suite

( SPS5)

1 2101

DESCRIPTION OF THE ROOMS

Taj Lands End, Mumbai is an 18-storey hotel with a dramatic 3-storey lobby and 493 guestrooms including 33 suites, each of which offer a panoramic of the Arabian Sea, as well as the city scape across the bay.

Deluxe Sea view Rooms

Spacious and warm, these rooms have all the regular Taj hospitality gestures, including a luxurious five-fixture bathroom with a separate shower cubicle and a bathtub.

86

Luxury Sea view Rooms

These luxurious rooms (396 sq.ft.) come with all the guest amenities Taj is famous for. You can choose a room that overlooks the Arabian Sea, the pool or the city.

87

Taj Club Rooms

Located from the 21st floor upwards, the Taj Club rooms were inspired by the need to provide simplicity and modern elegance for the business traveler with luxuriously spread spaces that seamlessly flow into each other. Through the subtle use of colour and contemporary design elements, the rooms evoke a residential studio environment with generous spaces for relaxing and working.

88

The guests at the Club Floors are provided with special Butler’s service.

The Suite guests are given the personalized butler’s service on 24 * 7 basis. They are catered with all the VIP services.

Impeccable personalized service by highly trained butlers, the use of an exclusive meeting room, access to the special Taj Club Lounge for buffet breakfast and evening cocktails are some of guest amenities and services that make the signature Taj Club experience truly memorable. These includes, one way complimentary airport limousine transfer, 42” Plasma TV, DVD Player, private check-in and check-out at the Club desk, laptop size in room personal safe, a complimentary bottle of wine, round the clock highly personalized Butlers services. Taj Club guests can also enjoy complimentary deluxe Continental breakfast, complimentary tea/coffee throughout the day and cocktails during the Cocktail Hour at the Club lounge. Taj Club

89

also offers guests an exclusive Meeting Room and a Business Service Unit on the Club Floor.

Executive Suites

Sea-facing suites (680 sq.ft) with a panoramic view of the Arabian Sea, each of these suites has a living room and bedroom with an attached dressing area. The suites overlook the pool, and offer a breathtaking view of the Arabian Sea. Guests receive all the benefits and services of the Taj Club rooms.

90

Luxury Suites

Sea-facing (962 sq.ft.) with a panoramic view of the Arabian Sea, each of these suites has a living room and a bedroom, it also includes a pantry. Guests receive all the benefits and services of the Taj Club rooms.

91

Grand Luxury Suite

Each of these suites (1188 sq.ft.) has a separate living room, dining room, kitchenette and a master bedroom. Like the Luxury Suites, these too are sea-facing suites with a panoramic view of the Arabian Sea. Guests receive all the benefits and services of the Taj Club rooms.

92

The Presidential Suites

Living area

93

The dining area

Kitchen area

94

Bathroom

The majestic Presidential Suite (3000 sq.ft.) offers a stylish living room, dining room, a master bedroom, an office, a kitchenette and a bathroom with a Jacuzzi. Aesthetic artifacts, an array of lighting effects and sleek furniture give it a sense of space and luxury. The plush furnishings and furniture accentuate the contemporary ambience of the master bedroom. The study of the Presidential Suite functions as an ideal office space. Guests receive all the benefits and services of the Taj Club rooms.

95

SIZES OF THE ROOM

FLOOR / ROOM TYPE SIZE OF THE ROOM

11th - 21st Floor 396 sq .ft

SES2 680 sq. ft

SLS2 962 sq. ft

SGS3 1190 sq. ft

SPS5 3000 sq. ft

22nd - 25th Floor 430 sq. ft

New SLS2 860 sq. ft

New SGS3 1290 sq. ft

96

All Bathrooms (11st- 21st ) 97 sq. ft

HIERARCHY

GENERAL MANAGER

RESIDENT MANAGER

97

EXECUTIVE HOUSE-KEEPER

ASST. EXECUTIVE HOUSE-KEEPER

FLOOR

SUPERVISOR

LAUNDRY

MANAGER

FLOWER ROOM

SUPERVISOR

HORTICULTURIST

ROOM BOY LAUNDRY

SUPERVISOR

FLORIST GARDENER

Guest amenities

provided in the guest room:

Bathroom:

Bath gel

Soap

Hair shampoo

Hair conditioner

98

ASST. HOUSE-KEEPING MANAGERS

LAUNDRY

VALET

Body lotion

Shaving kit

Dental kit

Loofah

For your care

Dressing table:

Mending kit

Cotton wool

Table:

Pencil

Eraser

Sharpener

Paper pin

Scissor

Cello tape

Wardrobe:

Bath robe

Slippers

Shoe shine

Shoe mitt

99

Laundry bag

Shoe bag

DUTIES AND RESPONSIBILITIES

EXECUTIVE HOUSEKEEPER

ASST. EXECUTIVE HOUSEKEEPER

LINEN ROOM SUPERVISOR

HOUSEKEEPING SUPERVISOR (ROOMS)

LAUNDRY MANAGER

HOUSEKEEPING ATTENDANTS

100

FLORIST

EXECUTIVE HOUSEKEEPER

Reports to the General manager/Resident Manager.

Oversees and directs all aspects of all

housekeeping operations.

Evaluates continuously the performance of the

employees and counsels them in case of any

deviations.

101

Maintains all related records of materials in an

effective manner and according to company policies.

Plans yearly departmental budgets.

Plans new processes and procedures to increase

productivity.

ASSISTANT EXECUTIVE HOUSEKEEPER

Reports to the Executive Housekeeper.

Oversees and directs all aspects of all

housekeeping operations.

Follows up on all outstanding issues from the

previous shift.

102

Conducts daily briefing with housekeeping

assistants.

Ensures a good working relation with and amongst

all employees.

Discusses all problems with the Executive

Housekeeper and helps in solving them.

Maintains good relations with all other departments.

LINEN ROOM SUPERVISOR

Reports to the Executive Housekeeper.

Directs all linen and uniform control functions.

Ensures that all linen is neatly and properly folded

and kept well.

103

Ensures that the floor pantries have sufficient linen

supply.

Maintains linen and uniform inventory.

Oversees the discarding of torn or improper linen

and uniforms.

Checks that all supervisor and attendants maintain

the equipment correctly.

HOUSEKEEPING SUPERVISOR (ROOMS)

Reports to the Executive Housekeeper.

Ensures maximum efficiency in performance of

housekeeping attendants.

Conducts briefing for housekeeping attendants.

104

Informs the Exe. Housekeeper about any damage,

theft or loss in guest room.

Supervises daily, super cleaning and periodical

cleaning of rooms.

Cleaning of rooms in emergency situations.

Enters lost and found articles in the register and

follows up on the same.

Inspects arrival rooms to ensure everything is proper

condition.

105

LAUNDRY MANAGER

Responsible for issuing washed, clean and dried linen on

time.

To keep record of all soiled linen coming in for washing

and clean linen going out.

To keep his area clean and hygienic at all times.

Conducts daily, monthly, weekly, periodical briefings.

Trains staff, prepares vacation plans etc.,

To secure his area.

106

HOUSEKEEPING ATTENDANTS

Reports to the Housekeeping Supervisors.

Maintains high cleaning standards in assigned guest

rooms, suites and pantries.

Morning Shift:

Follows security and emergency procedures.

Reports maintenance problems.

Reports any loss or damage to the floor supervisors.

Always maintains high level of personal hygiene.

Afternoon Shift:

Responsible of turn down service and late

check-out.

Responsible for cleaning corridors when

assigned.

Night Shift:

Responsible for cleaning late check-out rooms.

Maintenance of all equipments used in the

department.

107

FLORIST

Ensures that all floral arrangements in the property

are fresh, attractive and appropriately colour

coordinated.

Receives flowers and checks its quality and

quantity.

Responsible for providing floral arrangements in

guest rooms and public areas according to

agreement and schedule.

Maintains and takes care of all florist tools and

trolleys.

Ensures that all vases are clean, polished and in

good repair.

Ensures cleanliness of his/her work area.

108

EQUIPMENTS USED

Taski Boro 12 (Dry Vacuum)

Taski Vacumat (Wet Vacuum)

CLEANING AGENTS

Ecolab: (Everyday)

Juniper Splash (green) - Air Freshner

Neutral Bathroom Cleaner (light purple) -

Disinfectant cleaner

Glass Force (light Blue) - Glass cleaner

Alkaline Bathroom Cleaner (light pink) - Hard

water stains/WC

109

Ecolab: (Periodic)

Lemon Eeze - Heavy Water Stains On Shower

Glass Cleaning

CBC Plus - WC Heavyduty Cleaner

Helios - Chrome Fixtures

Taski:

R6 - WC Cleaner

Suma Scale - Descaler for Kettles (Hard

Water Stains)

110

TASKS PERFORMED

Distribution of uniforms to staff

Stores pick-up

Distribution of stores to all floor pantries

Dusting of doors and panels on all floors.

111

Food

Production

112

INTRODUCTION

Whenever we talk about a good Five Star or for

that matter any hotel the immediate thought that

strikes us is the good food and the high standard of

service. Thus when it comes down to dining in any

restaurant specially restaurants at 5 star deluxe

hotels, people actually come to the outlet because

of the food and the exquisite presentations.

The Food and Beverage Production department at

the Taj Lands End, Mumbai has one of the most

skilled, innovative and experienced staff headed by

the Executive Chef Anirudh Roy.

113

SECTIONS

At Taj Lands End the kitchen is divided into 10

sections which are divided as follows:

Main Kitchen

Vista Kitchen

Masala Bay Kitchen

Ming Yang Kitchen

Atrium Lounge Kitchen

Butchery

Bakery

Vegetable Preparation Kitchen

Garde-Manger

Staff Cafeteria Kitchen

114

MAIN KITCHEN

The main kitchen is the largest kitchen in the

Taj Lands End. It houses all the smaller

kitchens/sections. It caters to all the banquet

functions, to all the outdoor catering.

Indian

Continental

Halwai

South Indian

1. Indian

The Indian kitchen prepares the dishes which are being

fixed and decided by the guest.

115

2. Tandoor

The Tandoor kitchen prepares all the Tandoori items like

the Tandoori rotis, Tandoori kebabs, starters which are

being prepared mainly for the banquet function.

3. Halwai:

The Halwai kitchen is the kitchen which prepares Indian

desserts and salads. During banquet functions the

Halwai holds a counter in the ballroom mainly for kulfi

accompanied with vermicelli and almonds. The Halwai

also holds a live counter for Indian Chaats.

116

VISTA KITCHEN

A 24 hour operational kitchen which also has a

satellite kitchen. This kitchen continuously caters to

the guests in the form of buffets (breakfast, lunch

and dinner) and a-al-carte orders. They have a well

planned theme buffet everyday. This kitchen caters

to the coffee shop, atrium lounge for the tandoor

items and the In Room Dining.

It can be divided into five major sections:

Indian Section

South Indian Section

Continental Section

Tandoor

Pantry

There are five shifts in this kitchen:

Morning shift : 7 am to 4 pm

General shift : 9 am to 6 pm

Afternoon shift : 3 pm to 12 am

Panzer shift : 7 pm to 4 am

Night shift : 10 pm to 7 am

117

INDIAN SECTION :

The Indian section prepares food for the lunch

buffet and includes rice, kormas, gravies, non-veg.

Dishes including mutton and chicken biryanis and

also includes a number of dishes in the a-la-carte

menu.

SOUTH INDIAN SECTION:

The South Indian section only serves South Indian

food products. It caters not only to the a-la-carte

menu but also for the lunch buffet at the coffee

shop. The South Indian section prepares dosas,

uttamaps, idlis, medu wada, south Indian style rice

and coconut gravies along with appropriate

accompaniments.

CONTINENTAL SECTION:

The continental section deals with continental food

including soups, pastas, pizzas, burgers, etc. This

section prepares pasta dishes and fish dishes for

the buffet menu.

118

TANDOOR SECTION:

The tandoor section deals with the roasting of

papads and tandoor products that include naans,

parathas, phulkas, kebabs (veg & non-veg.)

PANTRY:

This is the most important section of the coffee

shop as it deals with or dispenses more than 70 %

orders of the day. Products like burgers,

sandwiches, milkshakes, juices, etc. are the things

that normally sell in the outlet and hence the pantry

becomes very important.

119

BUFFET SETUP

The buffet set up consist of:

A section of salads and cold cuts. 1 half of the circle is Continental. The other half is Indian. 1 dessert counter.

The buffet consist of:

Salad counter:

6 types of cheese 3 types of lettuce 6 types of non-veg salads 6 types of veg salads 4 types of cold cuts 5 dressings for the salads 2 types of sushis

Continental:

1 soup 1 pasta 1 grilled preparation

120

1 fish preparation 1 rice preparation 1 gravy preparation 1 potato preparation 1 vegetable preparation

Indian:

1 soup 1 non-veg appetizer 2 gravy preparations 1 rice preparation (biryani) 1 vegetable preparation 1 dal preparation 1 veg appetizer 4 veg preparations 1 raita Pickles and papads.

A lavish dessert counter serving more that 12 varieties of desserts (hot and cold).

121

MACHINERY AND EQUIPMENT USED

Slicing machine - Hobart

Chopper, Grater, Slicer, Mincer - Hobart

Walk-ins

Traulsen

Tandoor

Refrigerators

Juice Extractor

Deep Fryer

Oven

Grinder

Mixer

Microwave

Salamander

Hot Plate

Toaster

Pizza Cutter, Wooden Pizza Pan, Rolling Pin

Iron Rods for Kebabs

Chopping Boards, Peelers, Strainers

122

MASALA BAY

It is at Masala Bay that you will discover the Indian

cuisine that has captivated the taste buds of

people all over the world. The renowned Chefs

bring out many undiscovered facets of Indian

cuisine including culinary treasures from the sea as

well as land. Find nuances that elevate your dining

experience.

Interactive Counter:

Masala bay also has an interactive counter. Here

the guest are seated at the counter itself and the

food is cooked / served in front of them.

The main objective of this counter is to cater to

guest who come in alone. While preparing the dish,

the staff also interacts with the guest. In this way, a

gust who comes in alone does not feel lonely.

123

MING YANG

This kitchen specializes in Sichuan and Cantonese

cuisine operating with specialized equipment and

exotic ingredients. Most of the ingredients are

imported and the dishes are prepared in traditional

style to give the dishes a very authentic touch. The

Sichuan kitchen is one of the most exquisite

kitchens in the organization and also the most

organised one due to the hard work of Master Chef

David. A major time is utilized in making the

necessary mise-en-place and the cooking time is

minimum.

124

VEG PREP

Veg prep is the kitchen where all the vegetables

are cut according to the kitchens requirement.

Everyday the vegetables are directly received from

the receiving and stored in the veg prep’s walk –

in. Fresh groceries are being received on daily

basis and the vegetables are slotted, checked and

then is being sent to the respective kitchens.

125

BUTCHERY

Butchery is the kitchen where all red meat and

poultry are cleansed, cut and slotted accordingly

for the kitchens requirement.

The butchery staff is highly trained in the catering

sector activities that eventually results in highly

professionalized handling and portioning raw

materials needed for the various meat preparation.

126

GARDE MANGER

This is the cold kitchen where various salads,

margarine sculptors, ice carvings are made. It is that

department in the kitchen where creativity can be fully

put to use. The department has a total staff of 6 cooks

headed by the sous Chef who is Chef Rupesh. The

majority of the work is done on the straight shift from 9

a.m. to 6 p.m. There are two cooks who handle the pick

up in the evening and have to be there till midnight.

These two cooks handle the boiling and roasting,

preparation of mayonnaise and also the general mise-

en-place for the next day.

127

BAKERY & CONFECTIONERY

The bakery provides variety of cakes, pastries,

etc., for the best in the various outlets. It also

provides complementary cakes, cookies and

chocolates to the guest according to their status or

on their request or as a welcome. The bakery also

undertakes contracts for the preparation of cakes

for special functions such as wedding, engagement

etc. that may be organized by the banquet

department.

128

Food

&

Beverage

Service

129

FOOD AND BEVERAGE OUTLETS

ATRIUM LOUNGE

MASALA BAY

MING YANG

VISTA

130

ATRIUM LOUNGE

The completely refurbished Atrium Lounge at the

Taj Lands End is now ready to perk up your

evenings with a jazz band, a swinging bar,

handpicked cigars, the world finest coffees and

teas, an intimate ambiance and attentive yet

discreet service.

The Atrium Lounge in its new avatar boasts of a

completely refurbished look. A thematic color

scheme of purple and green adorns the lounge

while the white gloved kneel down service and

131

candle lit experience welcomes you into a world of

luxury.

Here at the heart of the hotel, the soft piano

serenades you through the afternoon and gets you

in the mood for the live jazz band.

Indulge in a culinary expedition. The new menu

includes sushi platters served in the authentic

style on a sushi board with the traditional

accompaniments. “Between the Breads” lets you

make your own sandwich with a variety of fillings,

dressings and toppings on offer, the way you like it!

132

The menu offers 52 varieties of teas ranging from

flavoured teas. Global teas, orthodox teas to

organic and ayurvedic teas and a wide range of

single estate coffees, espressos & cappuccinos.

The in-house cocktail menu has a variety of

alcoholic beverages to entice you.

Limited edition cigars such as Partagas P Serie

No.2, Patagas D Serie No.1 & 2, along with a

selection from the finest in the world like the

Habanos Cigars and Davidoff range are now on

the offerings.

The new refurbished Atrium Lounge stands for

everything that is impeccable, redefined and

luxurious which is headed by Mr. Rishi Mehra the

manager and Ms. Pooja Khanna the Asst.

Manager.

133

.Restaurant Fact Sheet:-

Location: Lobby Level

Seating capacity: 81 covers

Timings:

Monday : 24 hours

Tuesday to Friday : 0800hrs – 2400 hrs

Saturday & Sunday : 0700 hrs – 0100 hrs

Music:

Pianist plays from 1600 hrs to 1900 hrs except

Tuesday.

Maria noel sings on Friday & Saturday

between 1930 hrs to 2330 hrs.

Band plays from 1930 hrs to 2330 hrs except

Monday.

Type of Service: Sit down

Average Budget: 1.5 lacs (per day)

134

MASALA BAY

A contemporary Indian restaurant, it offers a range

of culinary delights. Masala Bay has an interactive

theatre kitchen, a separate lounge bar and three

private dining rooms. Undiscovered facets of

Indian cuisine with the unique use of time-tested

ingredients create a fresh, new taste and add a

new dimension to the experience of dining. The

emphasis is on light food and on the blending

135

traditional Indian recipes with international cooking

styles

It is at Masala Bay that you will discover the Indian

cuisine that has captivated the taste buds of

people all over the world. The renowned chefs

bring out many facets of Indian cuisine including

culinary treasures from the sea as well as land.

The Name:

The name has an intrinsic meaning relevant to the

product category – Indian restaurant, yet the

morphology renders it an international class,

cannoting it a modern decor and style. Masalas or

spices are integral to Indian cookery. Each spice

has its unique property that renders a different

flavour and aroma to Indian cuisine. It is this

unique feature that comes across upfront through

the name. The word ‘Bay’ invokes visual imagery,

aptly reflected through the restaurant.

136

Restaurant Fact Sheet:

Location: Lobby Level 1

Seating Capacity: 118

(including lounge and PDR’s)

Timings: Lunch – 12.30 – 14.45 hrs

Dinner – 19.30 – 23.45 hrs

Type of Service: Sit down

Average Budget: 1.46 Lacs (per day)

137

MING YANG

The name Ming Yang indicates the ‘Rising Sun’

Ming Yang is a fine dining Chinese restaurant, where guest can experience excellence in food and service in a sophisticated atmosphere. This formal restaurant is done up in dusky rose, black and gold. This theme is carried through to the table with the extravagant crockery and glassware. The menu features Sichuan cuisine.

138

The split level layout of this Chinese restaurant allows diners to enjoy a view of the Arabian Sea and the Portuguese Fort from anywhere in the room. The right angle zigzag of the back wall imitates a Chinese screen, as well as offers a secluded bay for semi-private dining.

Something very unique about this restaurant is that a single diner never dines alone and is always accompanied by a gold fish.

139

Restaurant Fact Sheet:

Location: Lobby Level 1

Seating Capacity: 96 covers

Timings: Lunch – 12.30 – 14.45 hrs

Dinner – 19.30 – 23.45 hrs

Type of Service: Sit down

Average Budget: 1.70 Lacs (per day)

Entertainment: Chanel Music

140

Vista is a contemporary style bistro with a

freshness of colour and a sweeping sea view. As

an all day dining venue it gives a feeling of

brightness & freshness for breakfast and is also

conducive to a smart business lunch. The space

has been designed in such a way to achieve a

level of intimacy and excitement for an evening

meal. The modern elegant approach result in an

international ambiance which reflects in the variety

of cuisines.

141

Scenic views of the sea perfectly compliment the

refreshing flavours of this trendy, all day dining

restaurant. Vista offers lively features such as a

show kitchen, interactive buffet counter, and a

wood-fired oven. Guest enjoy a variety of cuisines

including Continental, Indian, Italian and Far

Eastern. Special care has been taken to cater to

the vegetarian and health conscious guest. A

variety of cocktails, an exhaustive wine list, and

flavoured freshly brewed choice of coffee and tea

complete the beverage repertoire

A breakfast, lunch, dinner buffet spread is laid out

everyday. The guest can opt for the buffet or a-la-

carte. The covers are already laid out on the

tables. Plates are available on the buffet counter in

case guest opt for buffet. The buffet layout is multi-

cuisine with some oriental dishes.

142

Name:

The Spanish word Vista means View and as the

name suggest this all day dining restaurant gives

an astonishing view of the Arabian Sea and the

beautiful lobby of Taj Lands End.

Restaurant Fact Sheet:

Managers: Mr. Leo & Mr. Jaswant

Location: Lobby Level 2

Seating Capacity: 171 covers

Timings: 24 hours

Type of Service: Sit down & Buffet

143

Average Budget: 4.94 Lacs (per day)

Entertainment: Music (CD’s)

Buffet Rates:

MEAL ADULT CHILD

Breakfast Rs. 1125 Rs. 300

Lunch Rs. 1500 Rs. 1000

Dinner Rs. 1700 Rs. 1000

Sunday Brunch:

TYPE ADULT CHILD

Alcohol Rs. 3000 -

Non-alcohol Rs. 2500 Rs. 1000

*All the above mentioned rates are inclusive of

taxes

144

IN ROOM DINING

The IRD department at the Taj Lands End is

located at Lobby Level 2 in the back of the house.

The IRD department takes orders till the 20th floor

and from the 21st floor the same is done by the

butlers. Hence there must be great co-ordination

between the two.

The IRD operation at Taj Lands End are best

explained as:

Around the clock personalized operation

offering a wide range of cuisine such as

Indian, Continental and Chinese.

Breakfast is served from 0600 hrs to 1130 hrs.

A wide range of food and beverage is offered

between 00:00 hrs and 0600 hrs.

In room dining utilizes the service of a

speciality designed service elevator in order to

cut short time of order delivery.

145

All orders are transported and served by

trolley or tray.

The IRD trolley is a specially designed

concept with a built in heating mechanism

called the hot case. This is to keep the food

hot and reduces scope for contamination

during the course of transporting the food to

the guestroom.

146

ORDER SETUP

Captain receives KOT

1 copy remains on counter for captains

reference and other copy to the setup boy for

trolley or tray setup.

Kitchen staff prepares order.

Kitchen staff co-ordinates with pick-up man

with regards to order completion.

Food or beverage is then set on the tray or

trolley.

Order checked by captain as per

specifications.

Goes for delivery.

147

BANQUETS

Taj Lands End banquet excels in all the essential

aspects for holding a meeting or a conference.

Multi-cuisine, impeccable service and an elegant

atmosphere, it has 4 individually designed private

halls and pre-function areas that are available for

private dining, business meetings, social

gatherings, conventions and exhibitions. Whether

hosting a meeting or a cocktail party Taj Lands

End provides the perfect setting.

148

Banqueting space of 55000 sq. ft

Pre-function areas for all halls integrated to

accommodate large events.

Wireless internet access facility.

Video conferencing and Webcast arrangement

on request.

Microphones and demonstration boards on

request.

5 level car parking facility(can hold upto 500

cars).

149

Function halls at the Taj Lands End

Ballroom I & II

Salcette I, II & III

Konkan

Malabar

Lounge

Gardenview

Poolside

Seaside Lounge

150

The following are the types of seating used:

U shape

Board room seating

Theatre style seating

Half moon seating

Casual seating

151

152

BUSINESS CENTER:

Taj Lands End has a 24-hour Business Centre that includes 2 boardrooms, 2 meeting rooms and an office lounge for smaller meetings or discussions. The centre is fully equipped with modern conferencing facilities, wireless (Wi-Fi) internet access, secretarial assistance, interpretation facility and workstations.

153

Hotel Business Services include:

Binding

Broadband Wireless (Wi-Fi)Internet access

Mobile phones on hire

Multimedia computers

Secretarial services

Translation / interpretation services

Video-conferencing facilities

Webcast facility

Workstations

154

CONCLUSION

As I got my first real experience of working in the

hotel, I realized it was by no means an easy task and

one that requires immense enthusiasm. What I have

developed over the twenty five weeks is the

enthusiasm and the passion to work in the industry.

Needless to say that this experience was a highly

enriching and educative one as I went on from one

department to another and met and got the

opportunity to train under several highly respected

senior professionals. I learnt that every individual is

different and that everyone has something unique to

offer, that every job has its nuances and its value and

that no job is superior to the other. This i believe is

just the beginning of a long road ahead full of

challenges, but I know that I will be able to run along

because I have my foundations firmly built in. It is here

that I got the opportunity to continuously introspect

and improve as a budding professional and as a

human being. I will always look back at the time spent

here with fondness and with pride.

155