CHAPTER 1

Introduction to tourism and hotel industry

INTRODUCTION

TOURISM INDUSTRY

Tourism today is one of the world’s fastest growing industries. It earns over $ 3.5 million (US) world wide, generated by over 500 million international travellers rising to 660 Million by 2000. Even though it has probably the worlds highest potential, Indian’s share continue to be 0.37% and the receipts are 0.5% of the world receipts.

Tourist is presently India’s third largest Export Industry after gem and jewelers and readymade garments. The foreign exchange earning from tourism during 1996-97 was Rs. 104.186. During the same period 1.4 million tourists arrived in India and over 100 million domestic tourists visited different parts of the country enjoying the diverse cultural heritage of India.

For promoting domestic tourism there are 21 field offices in the country. Similarly, there are 18 overseas tourist offices covering 135 countries. DEFINITION OF HOTEL

Hotel or Inn is defined in British Law as a place where bonafide traveller can receive food and shelter provided, he is in a position to pay it and condition to be received.

The main role of the hotel industry is to give the guest a quality service and make him feel at home that’s why this industry is also called as the Hospitality Industry. A hotel is also defined as a “home away from home.”

HOTELS AND TOURISM

It has been rightly said “no hotel no tourism”. Hotel industry is closely linked with tourism industry so that about 50% of the foreign exchange are tourism. The expansion of tourism will inevitably about the development hotel industry. Thus hotel have major contribution to take towards tourists trade and enterprises. It is not enough to have frequent accommodation. It is necessary to have hotels at various places.

Modern hotel industry is a exact service demanding the right qualification, most of all host, the very word hotel is derived from ‘host’. Many hospitality ‘in most

countries a hotel is defined as a public establishment offering travellers, against payment two basic service accommodates and catering.

INTRODUCTION TO TOURISM AND HOTEL INDUSTRY

Man’s search for food and shelter and his curiosity for things around him gave birth to travel and this led to tourism. Tourism is the activities of tourists and those who deal with them. Tourism is a means of educational and cultural exchange. It is an excellent instrument for the promotion of international integration and international understanding, friendship and peace. The growth of tourism is closely related to the ease and speed of travel economic growth and political development.

TYPES OF TOURIST ACCOMMODATION

It is not positive to give a rigid definition. According To The Aim Sought: -         On the basis of type of useful On the basis as type of property On the basis of duration when open On the basis comfort & price On the basis of special object of the establishment On the basis of geographical location On the basis of construction On the basis of size / volume expressed in the number of places or rooms HOTEL INDUSTRY Firms or establishment which produces same goods or services are classified as belonging to same industry.It is difficult to classify the various type of accommodation as from the outset different terms have been used to indicate the one and it function namely that of accommodation in broad sense of the term. The Hotel Industry is made of several hotels. drinks and accommodation way from home is called Catering Industry. They would be in form of . Catering and other services establishments located in close proximately or widely spread geographically. Likewise group firms which provide food.

Its product is intangible. The government policies shows the importance of your Hotel Industry and its contribution towards the achievements of Government Economic Objectives. Its product is non transportable. 3. 4. Hotels are apart of an increasingly significant setouts of an economy. or public companies. India is a vast country rich in its natural resources and lended with so many cultures and religions offer attractive Tourists Spots and Historical Places. Functions :- . Due to improved facilities of transportation and communication people would like to travel and stay in Hotel. Indian Economy and Hotel Industry. 2. Thus giving scope for The features of Hotel Industry from other Service Industries :1. And then people also seeking more leisure and pleasure. partnership. Demand for its product is derived. development of Hotel Industry.proprietorship. Demand for its services is not subjected to low of diminishing marginal utility. pvt. 5. Its product is perishable in life.

It’s product can not move to the customer.The basic functions of Hotel are different from that of any other Hotels which can be grouped. Hotel Clientele returns with intangible memory and some feeling of satisfaction or dissatisfaction. Drink etc. The Tourism Industry cannot succeed unless the infrastructure facilities are created of the . 2. Providing leaving accommodation. Tourism Industry provides direct and indirect employment to nearly 130 million people. IMPORTANCE AND SIGNIFICANCE OF HOTEL INDUSTRY Tourism is currently the largest generator of the Foreign Exchange for India. Airline Ticketing. NATURE AND CHARACTERISTICS OF HOTEL A Hotel is fixed in mobile installation. May be for visiting only. Unlike a factory or plant never permits its customers to enter its boundary. 4. Providing Food. for the immediate consumption. Tour Reservation etc. It fetch 3000 Crores from Foreign Exchange in 1996. 3. It is unique that the customer enters the boundary and consumes the product with in it. Under four functions :- 1. Recreational and Entertainment facilities. Any other functions incidental or ancillary to these activities such as Auto Rentals. A store or shop does permit but the customer pretend with tangible product. Transportation.

Handicrafts etc. There are good no. Also these Hotel Industry uses and encourages Cottage Industries handle Loom Industries. Carpets.infrastructure facilities necessary for the Tourism Industry. As regards direct employment alone it is estimated that every single room requires 3 direct employees. linen and furnishing. crockery etc. of workers engaged in ancillary industries which supply goods and services to Hotel Industry. This provides the large no. lot of rural unemployed get employment. of opportunities for self employment also. which offer approximately 9 employees for a single room. An addition of 288 new Hotels with 19605 Rooms are planned to take care off the increased demand for Hotel accommodation. kitchen equipment. The Hotel Industry in India is creator of employment provisional for skilled and semiskilled labour which is quite large in Industry. Thus. washing. The number of Hotels approved by the Department of Tourism in 1987 is 647 Hotel with 42415 Rooms. laundry. The Industry encourages any substantial investments in shops and arcades. HISTORY OF HOTELS . there is a lot of demand for Hotel and Catering Industry in India. the most important is availability of Hotel accommodation. Apart from these there are indirect employees also. Hotels have direct impact on rural development particularly during constructional stage. Such as air-conditioning lifts. In each of the Hotels.

SPENCERS In 1903. Spencers Hotel. In 1912. The Ritz Hotel. But during 16th and 17th Centuries Hotels in India were owned and operated by British’s and Swiss families. Savoy Hotel at Ooty. Today there are many Hotels in Taj Groups all over India. THE RITZ CHAIN The Ritz Chain had a good contribution in the development of Hotel Industry in India. Calcutta. At Kochi called Malabar Hotel and also at Trivandrum called Mascot Hotel. Jamshedji Tata opened. Namely for their own use or for Foreign visitors. In 1943. Calcutta was started with capital of 3 lakh pounds. It is located opposite side of Bombay Harbour and Gateway of India. In 1923. TAJ GROUP In 1903. Hyderabad is a Nawab’s Palace.The concept of traveling and halting overnight on the way is aged old one. OTHERS . the Taj Mahal Hotel in Mumbai. It is one of the largest Hotel in India. It was completed at the cost of 5 lakhs pounds. The Ritz are located in Bombay. Grand Hotel at Bombay was opened. Hyderabad etc. Bombay Ritz specializes in Italian food. They offered a warm hospitality and efficient service. Spencers expanded their Hotels by opening of Bangalore called West-End Hotel. It is considered one of the top ten Hotels of the world.

Clarks Group of Hotels. ITDC etc. Another who entered into the field was Roy Bahadur. UP Hotels and Restaurants Limited. Oberoi brought a controlling interest in the associated hotels of India. The classifications depend upon the : -    Size Location Client and Facilities. Air India and Hotel Co-operation of India.In the north we have splending chains of first class Hotels. opened a chain of hotels in India and board at the banner Oberoi Hotels Private Limited. The other important hotels in Business Group are Ramprasad Group. Star Classification TYPES OF HOTELS a) Commercial Hotels :- . Most of these were established by associated Hotels of India Ltd. Holiday Inn. CLASSIFICATION OF HOTELS Classifying hotels into types is not easy. The coding industry is so adverse that many hotels do not fit into any single well-defined category. Welcome group. ITC.

. As the hotels cater primarily to business people. health club. The commercial traveller requires good. clean surroundings and a place where they can enjoy peaceful atmosphere. luncheons not always being required. The facilities provided in commercial hotels typically include a small meeting and conference room. they also require a certain standard of comfort. Commercial travellers. Meals are served at fixed hours. The items are on a bed and breakfast rate with additional charges for all other meals. the principal ones being breakfast and dinners. These hotels mainly cater to the commercial travellers and they are not found in the larger provincial towns. a medium sized restaurant. plain. Many hotels have installed elaborate recreational amenities. The average guests stay is of short duration. tennis court. with their set and often limited expenses require inexpensive accommodation. Commercial hotels are normally owner run. and a successful business depends upon their operation on a friendly and comfortable use. comfortable bed. though some have a wide area to cover and make the hotel their headquarters.Commercial Hotels direct their appeal primarily to the individual traveller for business reasons. although some do have permanent guests. a lounge and swimming pool. homely food stuff. it is generally convenient to establish these hotels near to office buildings. restaurants and entertainment outlets. all year round swimming pools.

b)

Airport Hotels :-

These hotels are located near the airports. The location of the airport at a long distance from the city, the growth of the airline industry, the increase in air traffic and the postponement or cancellation of flights, has resulted in the airline companies being responsible for hundreds of passengers. Thus, hotels were built near airports.

These hotels get business from travellers who require a place near to the

airport to

take rest while waiting for connecting flights. Many travellers prefer to arrive at the airport the night before and get a goon nights rest at these hotels. In addition to room, restaurant facilities, coffee shop and main dinning room, most hotels have added banquet and meeting rooms to attract the social functions and meeting from companies located nearby, in order to increase their business profits.

c)

Residential Hotels :-

These hotels can be described as an apartment house with hotel service. And for this reason are often called Apartment hotels. The rooms are sold on an yearly or monthly leases, either furnished, single or as ‘suite’. Nearly all hotels in category

operate restaurants, render telephone, laundry and valet service. Rent are usually collected in advance on monthly basis and are billed on weekly basis. These hotels are mostly located in big cities and operate almost exclusively under European Plan, and are

generally in the hands of private operators.

As the residents have fixed incomes, it raises a number of economic problems for the owners. The revenue of residential hotels are more or less fixed, whereas the operating costs are increasing day by day. As most of the time the guests are away from their rooms, they are much less troublesome. d) Resort Hotels :-

These hotels are mostly located in tourist resorts, i.e. vacation areas and cater to long staying guests / tourists. The number of rooms may be less than 50 & most often classed as luxury type specially because the size of the guest rooms and the provision of facilities such as dining, restaurants, bar, recreation, etc.

Resort Hotels can be divided into 3 categories 1. Self-Contained Resort Hotels :-

These hotels provide all the recreational facilities for its guests, such as : indoor and outdoor pools, tennis courts, golf course, horse back riding and entertainment. These are run mostly on the American Plan (AP).

2.

Natural Recreational Resort Hotels :-

These hotels are located near natural recreational areas such as sea-shore, large lakes, national shrines, parks, ski slopes, hill resorts, legalized gambling areas, etc. such hotels operate on either on European Plan or modified American Plan.

3.

Ski-Resorts Hotels :-

Since most of the ski resorts are very far off from the cities, people stay for two or more days and some of them spend their full vacation in skiing season. A large hotel in a resort may have a super club, a separate kitchen and bar for the banquet room, several bathrooms, etc. Areas for the various elements in these type of hotels would depend upon the anticipated number of hotel guests plus the amount of patronage expected from the community.

Majority of resort hotels usually open when their particular geographical areas are most pleasant. Their primary function is catering for the holiday makers, tourists, the travellers and for those who by reason of health are prescribed for or wealthy guests desire a change. As the visitors are there to take rest, enjoy themselves or recuperate, there could be good catering, comfortable accommodation and personalized service.

e)

International Hotels :-

these establishments provide accommodation. and decor in keeping with the traditional way of the place. experienced. The hotels offer good quality cuisine and the food and beverage service.These are modern style hotel. architectural features & general construction should have the distinctive qualities. They attract permanent tenants who do not wish to be bound by lease. Hotels in the international grouping are mostly owned by public companies and controlled by a board of directors. as well as many transients who want to take advantage of the reduced rate for longer stay. The facade. The rates are reduced for prolonged occupancy. f) Semi-Residential Hotels :- These hotels offer its rooms at a weekly or monthly rates basis. restaurant facilities. There are served by qualified. These hotels are generally divided into various departments under a residential general manager who is directly responsible to the managing director. grill rooms. g) Heritage Hotels :- Heritage hotels are run in palaces / castles / forts / residences of any sizes. The overall operational responsibility of the company’s affairs fall on the managing director. trained. . These hotels operate under the European Plan and are situated in cities. banqueting suites and bars as an integral part of their business. efficient and courteous staff in smart and clean uniforms & the staff coming in contact with the guests understand English.

These costs include taxes. but he is obliged under the terms of contract to contribute towards the pool of common facilities and services. recreational facilities. These are usually situated in big cities for passing travellers. maintenance of the premises. k) Floating Hotels / House Boats :- . j) Hostels :- A hostel is a residential establishment provided by the employer as a part of his welfare arrangements to house his employees. parks. The condominium owner purchases ad has the full benefit of a unit such as a guest room. ground. apartment or villa and shares in the costs common to the whole complex. Hostels are operated by the owners where the employees have no local homes. provision of security services. i) Condominiums :- It involves joint ownership of a complex.h) Bed & Breakfast Hotels :- These establishments provide rooms and breakfast. suite. Each member of the condominium is free to occupy or sell his unit independently. etc. either temporarily or permanently.

river water or on a lake.As the name suggests. The atmosphere they provide is exclusive and exotic. TOURISM IN INDIA Tourism needs variety and India with its vast dimensions and diversity offers to every class of visitors something not found else where from the eternal snow capped peaks of the Himalayas and system of folk dance. traditions and architecture. India’s unique variety of natural attractions constitutes the resources of industry. to the big game hills.. . These hotels are very popular in many countries. It has distinctive culture and away of life shown in the form of the various delicious and tastes of food and beverages. India has an ancient civilization that is preserved in its region customs. floating hotels in the form of house boats are very popular tourists. these hotels are located on the surface of the water. In many countries old luxury ships have been converted into floating hotels and are proving very popular among tourists. In India. It may be on sea water. All facilities and services of a hotel are provided in these hotels.

introduction of hotel chains gave birth to horizontal concentration with the jumping of non-hotel companies like ITC Constructions Firms. Accommodation Hotel can be rightly The categorized us hotel accommodation. .TREND OF TOURISM IN INDIA For first hand information visits were made of various hotels and accommodation units observations are made regarding the working operating and management techniques adopted by different units. TOURISM DEVELOPMENT IN INDIA Tourism development in India has passed through many phases. and supplementary accommodation. At Government level the development of tourist facilities was taken up in a planned manner in 1956 coinciding with the Second Five Year Plan. The Sixth Plan marked the beginning of a new era when tourism began to be considered a major instrument for social integration and economic development. Tourism is continuing to expand in future due to influence of many factors. Air India etc. industry constitutes a vital part of tourist industry. The approach has evolved from isolated planning of single unit facilities in the Second and Third Five Year Plans.

But it was only after the 80’s that tourism activity gained momentum. A National Policy on tourism was announced in 1982. In 1992. 21 Government-run Hotel Management and Catering Technology Institutes and 14 Food Craft Institutes were also established for imparting specialised training in hoteliering and catering. and the local youth in the creation The other major development that took place were the setting up of the India Tourism Development Corporation in 1966 to promote India as a tourist destination and the Tourism Finance Corporation in 1989 to finance tourism projects. The need for involvement of Panchayati Raj institutions. . The proposed policy recognises the roles of Central and State governments. Later in 1988. The Government took several significant steps. local bodies. public sector undertakings and the private sector in the development of tourism. the National Committee on Tourism formulated a comprehensive plan for achieving a sustainable growth in tourism. non-governmental organisations of tourism facilities has also been recognised. Altogether. The draft policy is now under revision. a National Action Plan was prepared and in 1996 the National Strategy for Promotion of Tourism was drafted. In 1997. a draft new tourism policy in tune with the economic policies of the Government and the trends in tourism development was published for public debate.

CHAPTER .2 .

objective scope methodology and limitations RESEARCH DESIGN OBJECTIVES  This project is aimed as to know each department of the Le-Meridien. . New Delhi in detail and suggest to improve upon where possible.

LIMITATION 1) Data collected by interviewing may not necessarily be correct as a part of .  Primary Data :- This is the data. their functioning systems and their procedures. which was collected from magazines. which was collected from people who are working in the paying personnel visit to them and questioning them about hotel operations.  To study the various departments. journals etc. To find solution for problems faced in the various department and seek remedy for the problems.  To acquaint oneself with the problematic area of the hotel. hotel by  Secondary Data :- This is the data. METHODOLOGY The approach adopted for studying was in correct direction and the data was assimilated in two stages. newspapers and various books.

3 Profile of the place .maintaining management secrets. 2) The hotel management were found to be reluctant to provide all the Inputs and data especially related sales . CHAPTER . profit and turnover 3) The study does not consider the technical and financial aspects of Hotel. 5) Confidential data regarding certain departments could not be disclosed. 6) The study was limited to one hotel. certain facts and figures have changed. 4) Since there has been a time lay between collection of data and presentation of projects.

the holiest of all pilgrimages. upon which they stood at the beginning of time. Kashi is the ‘original ground ‘ created by Shiva and Parvati. The word ‘Kashi’ originated from the word ‘Kas’ which means to shine. According to the ‘Vamana Purana’. Varanasi is the microcosm of Hinduism. Varanasi`s Prominence in Hindu mythology is virtually unrevealed. or Banaras. the Varuna and the Assi rivers originated from the body of the primordial Person at the beginning of time itself. the English author and literature. who was enthralled by the legend and sanctity of Benaras. Steeped in tradition and mythological legacy. The tract of land lying between them is believed to be ‘Varanasi’. older even than legend and looks twice as old as all of them put together" . it has always attracted a large number of pilgrims and worshippers from time immemorial. once wrote : "Benaras is older than history. glorified by myth and legend and sanctified by religion . older than tradition. Mark Twain.(VARANASI) PROFILE OF THE PLACE Varanasi. To be in Varanasi is an . a city of traditional classical culture. (also known as Kashi) is one of the oldest living cities in the world.

arts. daily flight connection between Varanasi and New : Hindia. km. Some of the world renowned exponents India has produced in these fields were schooled in Varanasi’s cultural ethos. April –May). crafts and education. from Sarnath There is a.71 mtrs. GENERAL INFORMATION Area Altitude Season : 2. Varanasi abounds in the art of silk weaving. an experience in self–discovery… an eternal oneness of the body and soul. from Varanasi and 30 km. Luminaries apart. Anniversary of First Sermon (Full Moon.March (Winter) : Woollens Language Festivals Local Transport AIR Indian Airlines flies to Babatpur airport which is 22 km. Varanasi offers a breathtaking experience. Varanasi – the land where experience and discovery reach the ultimate bliss. The rays of the dawn shimmer -ing across the Ganges… the high-banks .experience in itself…. Varanasi is also renowned for its rich tapestry of music. direct. an exotic work of art which manifests itself in precious Banarasi Silk Sarees and Silk brocades which are cherished as collector’s items across the world today. Above sea level. : october.80 sq. July-August) : Buses / Cycle –rickshaws / Auto –rickshaws / Taxis Clothing (Summer) : Cootons . To every visitor. : 80. English : Buddha Purnima (Full Moon. the temples and shrines along the banks bathed in a golden hue …soul stirring hymns and mantras alongwith the fragrance of incense filling the air…and the refreshing dip in the holy waters gently splashing at the Ghats.

ROAD Varanasi.Delhi.. Bodhgaya 240 km.. Some important road distances are: Agra 565 km.. Sarnath 10 km. Lumbini (Napal) 386 km. LOCAl TRANSPORT Taxis: Private taxis are available from travel agencies. on (National Highway) NH2 from Calcutta to Delhi. The city is served by trains from all metros and major cities across the country. But on some routes specially the old Varanasi areas of temples and markets. hotels. Lucknow and Bhuvaneshwar. Calcutta.. Lucknow 286 km.. Kushi Nagar 250 km. Golgadda Bus Stand. UPSRTC Bus Stand. Sher Shah Suri Marg.. RAIL Varanasi is an important and major rail junction.. all – weather roads... TOURIST CENTER CHAUKHANDI STUPA • DHAMEK STUPA • MULAGANDHA KUTI VIHAR • SARNATH MUSEUM • SHRI KASHI VISHWANATH MANDIR • BANARAS HINDU UNIVERSITY • CENTAL INSTITUTE OF HIGHER TIBETAN STUDIES • SARNATH . auto rickshaws. patna 246 km. And on that routes autorikshaws or big vehicles are not permitted. NH7 to Kanya Kumari and NH29 to GoraKhpur is connected literally to the rest of the country by good motorable. It also connects Varanasi to Delhi... Agra. Khajuraho 405 km. (via Gorkhpur). etc. Mumbai. one way traffic is maintained. Khajuraho. Kanpur 330 km. Allahabad 128 km. Bhopal 791 km. cycle rickshaws and three wheelers are also readily available.

and closed on Fridays.  MULAGANDHA KUTI VIHAR This mordern temple has been erected by the Mahabodhi Society. these have been housed at the museum. Originally said to built by Emperor Ashoka. is the cylindrical Dhamek Stupa. magnificent Lion . 28 mts in diameter at the base and 43. adjiacent to the site. built partly of stone and partly of brick. Considerde amongst the finest specimens of Buddhist art.  DHAMEK STUPA The most remarkable structure at Sarnath. The ancient Mulagandha Kuti temple is among the brick ruins of Sarnath River Front (Ghats) the spectacular 4 km sweep of the Ghats is unique sight. in that "soft first light" when the river and Ghats have a timeless appeal. Apart from the above the other objects of lnterest at Sarnath are the Dharmrajika Stup.6 mts in height. The stone facing the lower part is adorned with delicate floral carvings of Gupta origin.CHAUKHANDI STUPA Chaukhandi is the first monument one encounters as one enters Sanath. It has excellent frescoes by Kosetsu Nosu japan’s foremost painter and is a rich repository of Buddhist literature. It is a lofty mound of brick –work whose square endifice is surrounded by a octagonal tower. best viewed at dawn. The museum is open from 10 am to 5 pm.  SARNATH MUSEUM Sarnath yielded a rich collection of sculptures comprising numerous Buddha and Bodhisattva images.

it is dedicated to Lord shiva. Varanasi is Said to be the point at which the first jyotirlinga. broke through the Earth’s crust and flared towards the heavens. imprating education in the Tibetan language. the presiding deity of the city. by the Dalai Lama in 1971. Bhudda. It is this place where foundation of a new order of monks (Sangha) and a new order of religious doctrine (Dhamma) was laid. Presently located at Sarnath. the institute has a rare collection of Buddhist texts. it was Est. the great sage . the fiery pillar of light by which shiva manifested has supremacy over others gods.e. Bhadrika. Bashpa. the Saddharmachakra Vihar’s at excavated ruins. after attaining enlightenment (Bhudda-hood) at Bodh Gaya came to Sarnath and delivered his first sermon to five disciples (i. Tibetan manuscripts and other journals. CENTAL INSTITUTE OF HIGHER TIBETAN STUDIES The only institute of its kind in the world.   . India’s National Emblem at Sarnath museum.  SHRI KASHI VISHWANATH MANDIR Also known as the Golden Temple.capital. Today it has grown into one of the biggest universities of India. Mahanaman and Ashvajit) for redeeming humanity. Kaundinya. SARNATH Sarnath is one of the four most important Bhuddhist pilgrimage centres of India.  BANARAS HINDU UNIVERSITY The Banaras Hindu University was established in 1916 by special efforts of Nationalist Pandit Madan Mohan Malviya.

the 11th Trithankara. believed as the "Godess of Fooding". it is dedicated to Lord shiva. TEMPLES AND PILGRIMS • THE KASHI VISHWANATH MANDIR • ANNAPURNA TEMPLE • SANKATHA TEMPLE • KALBHAIRAV TEMPLE • MRITUNJAY MAHADEV TEMPLE • NEW VISHWANATH TEMPLE • DURGA TEMPLE • TULSI MANAS TEMPLE • SANKATMOCHAN TEMPLE • BHARAT MATA TEMPLE  THE KASHI VISHWANATH TEMPLE Also known as the Golden Temple. .Sarnath is also sacred to the Jains because they look upon it as the site of asceticism and death of Shreyamshanath. the Shivalinga installed in the temple remains the devotional focus of Varanasi. Varanasi is Said to be the point at which the first jyotirlinga. the fiery pillar of light by which shiva manifested has supremacy over others gods. the presiding deity of the city. there is a nice temple of Devi Annapurna . broke through the Earth’s crust and flared towards the heavens.  ANNAPURNA TEMPLE Near the Kashi Vishwanath temple. More than the Gaths and even the Ganga.

Godess DURGA is believed as the symbol of Strength and Power which govern the entire world. Just besides this temple there is a Well of much religious importance . it is the nice example of NAGRA Shilp.  MRITUNJAY MAHADEV TEMPLE On the route of Daranagar to Kalbhairav temple this temple of Lord Shiva is situated . . a modern place of worship planned by Pandit Malviya and built by the Birlas. VishesharGanj.  NEW VISHWANATH TEMPLE Situated in the premises of Banaras Hindu University.  KALBHAIRAV TEMPLE It is the ancient temple of Varanasi near the Head Post Office. irrespective of caste or creed. without his permission no one can stay in Kashi.  DURGA TEMPLE Commonly called the ‘Monkey temple’. Also there is nine temples of nine planets nearby to this temple. there is a important temple of "Godess of Remedy" Devi Sankatha. whose water is said to be mixture of several underground streams and good for eliminating several diseases. SANKATHA TEMPLE Near the Sindhia Ghat . Inside its premises there is a huge statue of a Lion. it was built in the 18th century. God KalBhairav is believed as "Kotwal Of Varanasi" . There is nice stonework done of the temple. Although it is one of the best-known temple. Open to all. There is a pond adjacent to the temple called "Durgakund".

leading numismatists and antiquarians.  SANKATMOCHAN TEMPLE Besides the Assi river stream. lived and wrote the epic "Shri Ramcharitmanas". the hero of the Ramayana. Verses from Tulidas’s epic are inscribed on the walls. Lord Hanuman is also known as "Sankatmochan" the god who protects from the troubles. as lot of monkeys are there inside the premises. This temple is also known as "Monkey" temple. The Temple was gifted by the nationalists Babu Shiv Prasad Gupta (Barat Ratana ) and shri Durga Prasad Khatri. It is just nearby to Durga Temple. It is situated at the place Where Tulisdas. this modern temple is dedicated to Lord Rama. which narrates the life of Lord Rama. TULSI MANAS TEMPLE Constructed by family of Varanasi. the great medieval seer. MARKET OR COMMERCIAL CENTRES • Rath yatra • Guru bagh FAIR & FESTIVALS • • • BUDDH PURNIMA .RAMNGAR DHRUPAD MELA .  BHARAT MATA TEMPLE This Temple was inaugurated by Mahatma Gandhi in 1936 and houses one perfect relief maps of India carved out of marble. on the way of Durga Temple to Banaras Hindu Temple this well known temple of Lord Hanuman is situated.SARNATH RAMLEELA . This temple is founded by Goswami Tulsidas.

( AT CHETGANJ ) NAG NATHAIYA MAHASHIVRATRI PANCH KOSHI PARIKRAMA GANGA MAHOTSAV  BUDDH PURNIMA .( AT NATI IMLI ) NAKKATAYA . .oct.  BHARAT MILAP (at Nati Imli) Celebreting Lord Ram’s return to Ayodhya after 14th years of exile and his reunion with his brother Bharat.  HANUMAN JAYANTI Jannotsav of Lord Hanuman is celebrated at Sankat Mochan Temple for five days with cultural & musical programmes by artistes from all over India.RAMNAGER The unique Ramleela of Ramnager performed in the pageant style. this festivel is held the day following Dussehra.  RAMLEELA. Thousends gather to see the enactments during months of sep. and has today become famous the world over. was started about 1830 by Maharaja Udit Narayan Singh of Banaras.  DHRUPAD MELA A five days music festival of Dhrupad is performed by renowned artistes at Tulsi Ghat. It is very popular among foreign tourists..SARNATH This festival celebrates the birth of Lord Buddha with trditional religious fervour. A large fair is held at Sarnath and the relice of the Buddha are taken out for public display in a procession on this day.• • • • • • • HANUMAN JAYANTI BHARAT MILAP .

 NAG NATHAIYA LEELA In a performance. The festival celebrates the rich cultural heritage of Varanasi. the festival attracts a large number of devotlees.  GANGA MAHOTSAV Ganga Mahotsav.  NAKKATAYYA (At Chet Gang) Showing a story from Ramayan in which Surpanakha. In Varanasi a marriage procession of Lord Shiva is taken out starting from Mahamrityunjaya Temple.-Dec. held during the months of Nov. Rameshwar. starting and finishing at ManiKarnika Ghat. Lord Krishana jumps into Ganga for Nag Nathan at the local Tulsi Ghat. Many people congregate to see this event. . It is famous as Nag Nathaiya Leela . Shivpur & Kapil Dhara.-Nov.  MAHASHIVARATRI On this day every Shiv Mandir is decorated. Numerous processions and tableaux are also carried out on the occasion.  PANCH KOSHI PARIKRAMA It has a special importance in the ancient Parikrama of India. in the locality of Chetgung. Each Parikrama passes through five places: Kardmeshwar.the sister of Ravancomes to entice Ram and then Lakshman. But Lakshman cuts her nose and she goes back crying. Bhimchandi. the tourism festival of Varanasi is celebrated every year from Prabodhani Ekadashi to Kartik Purnima in the month of Oct.Attended by the Kashi Naresh resplendent in regal finery. Daranagar to Kashi Vishwanath Temple via Chowk.play during mid oct. This act is enacted as a stage.

when more than a million erthen lamps (Diyas) are lit on the Ghats of Ganga. CHAPTER 4 . ivory work . not only in India but across the world. glass bangles. Bhadohi Carpets and musical instruments are among the other shopping attractions. stone and clay toys and exquisite gold jewellery are some of the other crafts the city is famous for. since times immemorial. Brassware.Apart from the excelent cultural programmes and country boat race. ‘Banarasi Sarees’ produced by local craftsman are among the most preferred. BANARASI HANDICRAFTS / WORKS Varanasi has. The concluding day coincides with the unique traditional festival of Dev Deepavali (light festivel of Gods). copperware. The most renowned craft of the city is Silk weaving. displaying of marital arts also takes place. wood. been hailed as a premier centre for some of the finest handicrafts.

airport is8 kms at gaya on bodhgaya highway. The hotel is being with quality of service in wide areas in graded as 3 star deluxe property. . Its having an accommodation of 38 luxurious rooms appointed for various categories.PROFILE OF THE HOTEL CHAPTER IV PROFILE OF THE HOTEL CHAPTER-4 A PREVIEW OF HOTEL DELTA INTERNATIONAL Located on the main national highway of rothang pass and7 Km .

’s have bath tub. The conference room will seat up 80 in the horse shoe layout and up to 140 in theatre style. house video channel telephone with ISD . with luxury accommodation in each cottage.Accommodation meant for V. satellite providing the hospitality the guest. mini bar .V. The grand staircase of the master house leads to the library and recreation rooms with billiards.. refrigerator . gift center. The resort is a hamlet of cottages. Chinese .V. Be it a family longing for a holiday . 24 hours currency exchange literacy. tour and travel resk. hair dryers . . Car parking facility. All the staff of the hotel is being spearheaded by Mr Ramjee Sharma who is the director of the organization. The gymnasium with health and fitness center. Complete conference facilities at apple valley resorts make it the perfect place for the working sabbatical. same day laundry and express dry cleaning service . AC. AC . shopping arcade.P.V. T. T. or couple on honeymoon or a business delegation for a conference the apple valley resort has something for every one. Hotel make it the perfect place for the working sabbatical. telephone and television The various cuisine served in the property are continental. The front desk introduces you to the service of the resort. Beauty parlor with barber shop.. mugali and Indian . It will seat up to 80 in horse shoe layout and upto 140 in the theatre style. A well appointed lobby in the master house of the resort welcomes you.

.2200234 FAX-(0091) 2200234 6) name of the general manager/director : 7) number of floors : Mr Ramjej Sharma three floors . The Buddha.bodhgaya on National Highway Distt-gaya [bihar] India . the bar : Promises to keep you in the highest spirits with the selection of well concocted cocktails. Coffee Shop : Open round the clock the coffee shop serves any time snacks.Chitra. HOTEL AT GLANCE 1) Name 2) Category 3) Location : : : HOTEL DELTA INTERNATIONAL three star deluxe DELTA MORE . : ( code-0091)-2200854. BODHGAYA 4) Address : Hotel Delta International Gaya.824231 5) Telephone No.DUMOHAN.

LS-5. coffee shop. international direct dialing.O ALLIED. TAAL. Xerox . . C. Rahlla is the 24hrs. The hotel is providing food. HPHRA & FH & RA India. 15) No.leisure & sightseeing and time share the conceived in 1998.T. accommodation .beautiful.C.8) number of rooms 9) Type of clientele : : 80( STD-5. 11) Ownership 12) banquet hall : : Private limited one ( banqwet parties ranging from 100-150.V doctors on call round the clock confined to running a hotel cum restaurant under the name Hotel delta international .A. CS-4 ) tourist ( domestic & International ) Business.It is recognized by department of tourism & Government of India and it is also concerned with I. telex . of bar 16) Other facilities : : Chitra bar Room service. DLX-6.soothing view for the clientele.The hotel is an elegant exposition exposition in the valley of bush green forest & river running aside providing a very natural. credit card accept floor music. 13) conference rooms : one (seat upto 50 in horse shane layout & upto 100 in theatre style) 14) No of restaurants : Gautam restaurant.T.

2350/1600/2300/…….. 2300/MAP 2600/3600/3100/……. 2500/2100/2000/AP ……. 2500/2600/……. ……. 2700/2850/……. …… 1500/2200/1950/…… 1850/250/650/800/(adult) (adult) 250/(child) 500/600/(child) 200/free (adult) Extra bed (child) child below 12 years child below 3 years free no bed free 300/- .TARIFF-2006-2007 TYPE OF Accommodation Double with bath 3300/(high season) single occupancy (high season) double with bath (low season) single occupancy (low season) EP 2000/…….

This we accomplish with pride. Own and Practice the Organizational Motto • • • • • • • • • • • • • “A Wow at Every Moment of Truth”. I will escort the guest. I will always offer a warm greeting and address the guest by name whenever possible. I will wear the “WelcomLook” at all times. I believe that “The first 30 seconds count” and will use this opportunity to create a favorable impression on the guests. I will wear a genuine smile while engaged with the guest ensuring eye contact. I will always extend a warm good-bye and fond farewell to our guests to ensure repeat visits. A .o HOTEL DELTA INTERNATIONAL GOLD STANDARDS OUR MOTTO I Commit to Know... whenever approached for directions rather than simply pointing the way. I will anticipate all guest needs and run that extra mile to ensure guest Commitment.dignity and integrity. We all at Hotel Delta International will practice “Getting it RIGHT” (telephone etiquette). For those of us who are not in guest contact it is our job to help those who are.

includes cable television. Note: 1. hot/cold running water coffee/tea maker and iron with Board.THREE STEP SERVICE PROCESS Step 1: WARM WELCOME guest recognition use guest name Step 2: ANTICIPATION AND COMPLIANCE WITH GUEST WISHES be proactive be sensitive to guest needs show empathy stay focused take ownership of guest dissatisfaction Step 3: FOND FARE WELL ACCOMMODATION: Hotel delta International has 150 rooms including of suits. Rates are subject to change without notice. complementary club hour and high tea. Above rates are valid until further advise *Inclusive of Complimentary Buffet Breakfast **Inclusive of Complimentary Buffet Breakfast and Airport Transfers ****Inclusive of Complimentary In-Room Breakfast and Airport Transfers 21 DELTA One Rooms An exclusive bock – each room is equipped with private fax and DVD player Privileges include: In room check in complimentary limousine transfer. Our Executive club Rooms are the largest in the city in their category. The above Rates are not applicable between 15th . 24 – hour Butler service use of the . all airconditioned with independent balcony. Taxes and service charges applicable extra. 4. complimentary In room American Break fast. 10% Luxury Tax on applicable rate.20th November 2006. refrigerator. 3. telephone. 2. minibar.

STD/ISD facility.m.on call o Laundry service Regular service: Collection between 7a. . Shopping arcade and pastry shop. Sight seeing package for guest.  Oversight service: Collection by 12.m. complementary American breakfast. same day.m. use of the executive tower club lunge facility.m sameday.  Delivery. tea. Privileges include: complimentary airport transfer. &1p.exclusive lounge facility with its own library.00midnight. to 10a. restaurant. o Internet. bar. the Sheraton Tower block is equipped with a separate lounge for residents.Collection between 10a.service.(50% Additional Charge) Delevery by 6p. o Hotel Doctor.coffe. of executive lounge facility. 24 hours butler service complementary club hour. o Fax service.  Express Service.By 6p. complimentary use of office and meeting room at the towers club 126 Executive Club Room: Privileges include: use complementary breakfast FACILITIES IN THE HOTEL: o 24hours room service o Business centre with secretarial service facility available 24 hours. o Safe deposit lockers. complementary use of meeting room 84 INTERNATIONAL Rooms A separate block consisting of rooms with beautiful views over looking water bodies / sprwiings greens. (standard Tariff).m.m. (100% Additional Charge) Delevery-next morning at time specified by the guest Mini Bar in rooms.

m. The buffet spread includes Indian. Service of pickup and the airport and railway station.  Body polishes.  Facial & eye treatments. on all days.) Tennis courts: (is open between 6A.m> 0n all days. to 10:00 p.m.m on all days) Travel desk: Available 24 hours. It prides in The pavilion is open for lunch and from 7:30 p.M. for dinner.There are 2 swimming port. o o o o o o DINNING: BUDH (24 hour Multi cuisine Restaurant) The pavilion the 24 hour multi cuisine restaurant at Delta International offers a delectable variety of buffet fare throuoght the week. hosting.Maroush.m.  Hydrotherapy baths. to 11:45 p.) Gymnasium (in open between 6a. Dakshin and the lebanes spread. continental. To 9P. Swimming pool.m.To 9. (is open between 6a. Smoke detector. Television with cable o Spa Therapy-(is open between 7:30a. for breakfast.m) Service offered Massage Therapies. Timings: Round-the Clock.  Hair treatments. to 8. lunch as well as dinner. Money Changer.Available 24 hours.  Body treatments.p. Parking service/valet Conference and meeting facilities.m. The travel desk at the Delta International arrange transport service for the guest on request as well as offers complimentary airport pick-up and drop for the guests.m.m in all days) Beauty Saloon: ( in open between 9a.p.m to 10p.Photo copying. .

Sample delicacies from China. . Timing: 6:00 P.M to 11:45 P.M. Mongolies and Thailand. 7:30 P. Dublin A distinctively Irish put with a dance floor. Sichuan Province. to 12 midnight. Timings: Bar-12 noon to 12 midnight Grill -7:30 P.M.Japan.M. Dinner (All days) 7:30 PM to 11. Timings: Lunch(weekends) 12:30 to 2:40 P. PAVITRA A celebration of the rich diversity of traditional Indian cuisine offering the rare pleasures of specialty cuisines the Meliavurs.GAUTAM Serving the acclaimed cuisine from the rugged North West Frontier. (Wednesday & Friday to Sunday) SARTHI The delicacies of Asia. Timings: 7:30 P. Bhadrolok. Korea. This restaurant is set amidst a charming ambience. where you tie on checked aprons and are encouraged to eat with your fingers! Timings: Lunch: 12:30P.M to 1:00A. offering cognacs and cigars.M to 11:45> a cornueopia of choicest wines along with the finest single malts. Timings: 9:00A.M.45 PM RAHLLA Tea Lounge & Beverages.MN ( on all days) CHITRA Bar & Grill A distinctive medley of Western bar-cum-grill. Jolly Natovs and Marwari deli12cacies.M to 11:45 P.M to 3:00pm. all in one kitchen.

A choice of conference venues.BANQUET The 3400sq. PALA II PALA III. . besides a host of private boardrooms accommodating anywhere between 10 to 800 people.ft/ main banquet hall divided into 3 separate function rooms as PALA I.

CHAPTER .5 DETAILED OPERATION OF THE DEPARTMENT .

From time of arrival to the time of departure. the front office staff are in contact with the guests.DETAILS OPERATION OF THE DEPARTMENTS FRONT OFFICE INTRODUCTION The front office department plays a vital role in the success of the hotel. Role of front office 2. Front Office Procedure • Reservation • Pre-arrival activities • Check in • Guest accounting and auditing • Checkout HIRERARCHY . Front office is described as the heart of the hotel and controls the flow of communication with all other departments. 1. The front office is an office which is in full view of our guests.

e. to sell rooms. . The key to maximum profits to a hotel is maximum room occupancy. The profit percentage from the sales of room is very high. It is the first and last point of contact place of every guest and has a complimentary role of image building. The front office in a hotel holds prime importance in view of the basic nature of business of a hotel i. The basic part of the front office is to sell the rooms either directly across the counter or by advance reservation.MANAGER SUPERVISOR SECRETARIES PAGE BOYS The Front office in a hotel is the department responsible for the sale of the hotel rooms through systematic methods of reservations. the revenues collected from the sale of the rooms contributing to more than 50% of the total hotel sales. The term ‘sale of rooms’ means the use of the room at a price.. followed by registration and assigning room to the customers.

5. 4. 3. Welcome arriving guests 2. small lapses are overlooked by the guest. Completing the hotel register Recording register Compiling guest bills Providing information Under taking communications Maximizing occupancy Handling messages and keys FRONT OFFICE PROCEDURES: Reservations: The reservations is the section of the front office where all the requests for reservations are received and processed reservation is one of the most important necessity for a traveler so that he could have a smooth well planned trip . 7. The front office staff bears in mind that the guest at the hotel is making the hotel is temporary home. A satisfied guest is a mobile advertisement for the establishment and he becomes regular as well as recommends his friends. If the hotel projects an image of being projects upon the guest arrival. 6. 8. Some of the task undertaken by the front office area: 1.The impression of the hotel which the guest forms is vital for the organization. spending a considerable amount of money and its therefore entitled to the courtesy and treatment that he would normally expect in his home.

A different type of room. By mail 3.and is also an important marketing tool. 5. Request for reservation may come by various modes: 1. It consists of the following: 1. 6. In person 2. This is called upselling. 3. Prepare movement list Block requested accommodations Secure authorizations for discounts Prepare welcome letters Room inspection Reconfirm arrival time . By fax Offering alternative: When the hotel does not have rooms of type requested for the night in question then the reservation assistant offers the following alternative: 1. A different data: this alternative is given to the guests or tourists who could alter their arrangement to have guaranteed booking. 2. which is usually a more expensive one. 4. Pre-Arrival Activity: This is to ensure complete prepareness for receiving a guest with a prior reservation. A good reservation system helps to provide a continuous flow of guests. 2. By telex 5. By telephone 4.

Meanwhile in the reception four whitens are prepared. Room service In case of foreign nationalists the ‘C’ form is made given all relevant details and is sent to the police station. depending on the type of guest a certain amount is taken as advance for which a receipt is made and given to the guest. Alphabetical rack 2.Guest Check-in The bell boy helps the guest alight from the car by the opening the car doors. . The bell boy leads the way to the room. GUEST ACCOUNTING AND AUDITING: All bill and voucher generated by the guest during his stay are posted into the respective guest registration folios from time to time. After placing the baggage on the rack the bell boy explain the controls and reports to the bell desk and makes an entry in the arrival and departure register. At the reception the guest is given a guest reservation folio to fill up and sign. They are sent to 1. The same amount credited to the guest account. The room is described briefly to the guest while handling he key and wish him a pleasant stay. Telephones bills prepared at the front office for calls made by the guest before posting them into the folio. Numerical rack 3. House keeping 4. open the door and lets the guest enter the room first. He then collect the baggage and bring it the bell desk and every piece of baggage is tagged.

especially the cashier. This is because the cashier is held responsible for any shortage. These reports are verified by the accounts department. Its also shows the total revenue. immediately a bell boy is sent to the room to check for any guest item left behind or any hotel property missing or damaged. When the front office receives information of the guest’s desire to leave the hotel. average revenue and occupancy of the day. it is checked for being hot listed. All bills and vouchers which have been previously posted into the folio are totaled up along with the room rent for the day and the sub total the balance for the day is calculated guess outstanding register contains all the details of advances taken from the guest. The night auditor prepares the management information system report which shows exactly how many guests have come through the corporate convention or direct reservation wall-ins. CHECK OUT A guest departure is the most critical moment for the front office. Meanwhile the front office checks with all the outlets for any pending bills. if so the manager is informed and if not it is accepted and the charge . If the guest is using a credit card. He collects the room key and allow the guest to lead the way to the front office. The guests folio is then updated and he final debit or credit balance is calculated.The night shift closes all folios for all occupied rooms.

His comments are recorded in the guest’s comment register. Allowance Voucher 8. VIP Amenities Voucher 6. Information to the house keeping is given to clean the room for sale. Room Position Card 7. REG card 2. It is also made sure that the room key is returned to the front office after the guest leaves the arrival and departure register and the movement register is updated. Engineering and maintenance 4. Errand card Sales: This department is responsible for building the good bills of the hotel and its services outside the hotel and its services outside the hotel.slip is made and the guest is given to sign it. Message Slip 10. Department Front Office Co-ordinates with: 1. Guest Folio 5. The guest is given the first copy of the guest folio along with all his bills. Food and beverage 3. Arrival card 3. Accounts Forms and Formats used: 1. Occupancy Card 9. House keeping 2. ‘C’form 4. Security 5. They are the people who actually sell the . In case the bill is to the company then the authorization letter is retained with the guest’s signature on it.

It improves the sales on one hand while keeping in mind to minimize wastage and make good use of every amount of each item so as to lower food cost. F & B PRODUCTION o INTRODUCTION o HIERARCHY o THE KITCHEN o SECTIONS OF KITECHEN o FOOD COST INTRODUCTION: The kitchen is the backbone to any hotel industry. of high quality and of good eye appeal. rather it works united with them. Its aim is to provide good food. In HANS REGENCY the front office itself works as sales department and contact with different agents during lean periods. They should possess good skills.hotel products. without the science the guest would get food which is not very nutritive. Their main co-ordination is with the Front Office. science and business with the three working together as a team producing food that are both satisfying to the guest and profitable to the organization. The front office informs the sales about lean periods for the sales of rooms. Without the art there is danger of losing out on a regular guest through boredom and dislike for the meal. contacts to carry out their tasks. rooms available for future dates. In the kitchen there is blend of art. and without the business the hotel would not .

e. 2. of portion of food sold Pastry register Duty roaster KOT (Kitchen Order Ticket) The • • • • • • • • • Duties of Executive Chef include: Food cost control techniques Use of kitchen equipments Hygiene and sanitation Preparation of Standard Recipes Performance appraisal of kitchen staff Kitchen staff problems and disciplinary action Maintenance of files and formats Co-ordination with service outlets Co-ordination with kitchen stewarding for supplies and maintenance of equipments • Organization of kitchen operations and delegation of duties to the staff • Menu planning in consultation with F & B Manager . no. 5.be able to give the guest the experience he wants and the price he is willing to pay. No staff meals are allowed inside the kitchen Over production and under production is avoided Kitchen consumption register are maintained Requisitions are done accordance with need Inventory control is maintained Forms and formats used in kitchen Requisitions order form Daily food portion sheet i. 4. Hierarchy of Food and Beverage Production Rules followed by the kitchen staff of the Resort standardized recipes are followed: 1. 3.

He is mainly responsible for the efficient day-to-day functioning of the kitchen. He reports to the executive chef. Sous Chef Sous means “under” in French and the Sous Chef is the second chef in command of the kitchen. It is the Sous Chef who calls up the order from the kitchen and supervises the service. The assistant head chef understudies the Head Chef in all his duties. .Drawing up of duty roasters Testing of new food items Control of received merchandise Supervising food preparation Encourage the staff To ensure that required kitchen profit target is attained To advise management on purchase of kitchen equipment requirement Check weight and quality of goods on arrival Organize and conduct training To provide management with full information on the efficiency of kitchen operation. • • • • • • • • • • Some of the major duties of a Sous Chef are: o o o o Co-operation with the Executive Chef Menu planning Direct supervision of kitchen practical activities Direct supervision of service during meal service Chef de parties ‘Partie’ is a French word meaning ‘part’ (of a whole) or section.

They are named as Commi I.T. Each Chef-de-partie is assisted according to the production load. their storage and their usage. There are organized way of purchasing raw materials and perishables. Kitchen Executive and 2 Demichefs. There are about 11 cooks managed by an Executive Chief. SECTIONS OF THE KITCHEN: o o o o o The section of the kitchen in the surveyed hotel are : Indian kitchen Continental kitchen Butchery Chinese kitchen INDIAN: This kitchen consists of the tandoor and south Indian with the main Indian kitchen. issues from the stores. K. THE KITCHEN: The Sonar Bangla has a semi equipped modern kitchen. Their work is decide amongst themselves by the chef-de-parties their work includes getting the raw material. II. This kitchen plays a prime part in .O.The different sections in the kitchen there is a chef-departies supervise the respective section. II they have to attend the daily briefing by the Sous Chef. a CDP. Commis They are directly under the chef-de-parties. prepare the dish again. do the mise-en-place.

Afternoon: Mis-en-place for the night and for the next day party orders are taken a care of as well as for the night a la carte orders and for snacks in the evening. and other tikkas etc are done. . According to the sales of dishes was seen that south Indian breakfast dishes sold more than continental items. South Indian: The main function of this kitchen is the breakfast dishes and the a la carte orders and lunch thalis. There are one cook handling this kitchen. Tandoor: There is only two tandoor where baking rotis and hems such as Murg kabab. Duties performed in the kitchen is the preparation of food for lunch including morning breakfast and lunch.the daily operations because most of the banquet orders are from this kitchen . Tandoori Nan. but in the second shift a la carte order picked up and mis-en-place for the next day lunch buffet is taken of if any. This kitchen is manned by two cooks. Night: There is no night shift.also around ten items in main menu. five in the snacks a menu and morning north and south Indian breakfast items are produced in this kitchen.

French dishes in menu. of persons All types of toast Chineises soups maincourse. The man power in the surveyed hotel’s kitchen is as followed: Kitchen No. These processed meat and fish items go the respective kitchens through the stores where they are used. A halwai looks after this section. continental main courses and snacks. Specially in the area like the kitchen where the work is both manual and managerial.Halwai: The main function of this kitchen is to see that the listed sweet items in the menu are catered. Man Power management in the kitchen: Human resources development and man power management are two concepts of prime importance in any organization. It has a variety dishes. Butchery incharge overseas the receiving of the meat and fish items. desserts ae cooked here. Continental: Continental kitchen provides a combination of Mexican Italian. Chinese: This kitchen attached with Pan Asian restaurant. Butchery: Butchery processes the raw meet and fish obtained and stores it in the deep freezer. Usually preparing items by the halwai is done in the evening shift pantry man in the hotel. .

appetizers are prepared here. Chat . sauces. French fries and concasse. It is a common pantry for all the kitchen .Chinese South Indian| Indian & Tandoor Continental Halwai Pantry Bakery 2 1 4 2 2 2 2 Duties performed in the kitchen: Morning: Mis-en-place.sandwiches. Night: A la carte orders Soups. if need more in night Roast items min-en-place. sauces Pantry: This is a sub-section of the gardemanger who is in charge of preparing fresh dishes through out the day for a la carte and breakfast. burgers. Afterno: A la carte snacks orders Mis-en-place for night Sauces French fries and concasse.

cutlery and glassware. Minimum wastage Portion control and standard recipe. FOOD COST The Delta International has a food cost of 31% which is maintained according the standard. Garbage disposal . Kitchen stewarding department has to the man responsibility to maintain hygiene and cleanliness of kitchen area. Over production is always avoided. Efficient and hygienic way of re-chauffing. In this hotel pantry. crockery and glassware to the kitchen and the restaurant. Upkeep the maintenance of all kitchen equipments. Efficient storage systems KITCHEN STEWARDING: This department is required to maintain high standard of hygiene.items for all the outlets are picked up from the pantry. Strict control over store requisition. Functions of the Department:      Up keep and hygiene maintenance of the kitchen equipment Supply of kitchen linen (dusters. muslin cloths etc) Record keeping and inventory of crockery. This department is also deputed to supply the necessary equipment’s cutlery. The following are the procedures followed to keep the food cost under check: • • • • • • • All purchases of the kitchen items are under the chefs control.

This team mainly consists of the K. CO-ORDINATION WITH OTHER DEPARTMENTS 4. 2. 4. INVENTRY TAKING AND BEVERAGE CONTROL AIMS AND OBJECTIVES: 1.Hiring extra kitchen equipment for special occasion. Kitchen area Dish wash Pot wash Cafeteria Gas bank Lockers (Gents) Ladies lockers are locked after by chamber maids from house keeping. few utility workers and cooks of the respective department. This department co-ordinates with the maintenance department and undertakes preventive measure of the kitchen equipments.S. 3. 5. FOOD AND BEVERAGE SERVICE 1. 2. . > Record and inventory of LPG gas. SECTIONS OF F &V SERVICE 3. AIMS AND OBJECTIVES 2. supervisor. Area of work:  1. SPECIALITY: It has 2 hygienic teams. 6. This team has daily or weekly cleaning schedules and maintenance of the equipments which is followed strictly.

The aim of the staff is to provide efficient fast.The F & B Service department is the second most revenue producing department. selling showmanship ORGANISATIONAL CHART OF DIFFERENT OUTLETS IN F & B ROOM SERVICE . courteous and personalized service to all he guest. They maximize the profits by means of suggesting.

Barman (wine-waiter) BAR F & B Manager Bar Man Asst.RESTAURENT ROOM SERVICE F & B Manager Restaurant Mgr. Hostess F & B Manager Room service Mgr Senior Captain BANQUETS Banquet Mgr Banquet sup.Bar Man Supervisor Head waiter Waiter captain Steward Assistant Steward waiter Assistant Waiter Casual Staff Stewards Assistant waiter .

He heads departmental that involves guest relations as well.Food and Beverage Manager The person responsible for this department is known as food and beverage manager. he is concerned with the smooth flow of foods and service before they reach the guest. The duties and responsibilities of food and beverage Manager o Ensuring that required profit margins are achieved o Up-dating and compiling new wine list o For compiling menus in liaison with the kitchen o The purchasing of food and drinks o Determine the portion size in relation to selling price o Maintenance of professional standards o Discipline of the staff o Coordination with other department o Cleanliness of food and beverage outlets o Final selection and training of staff o Staff Co-ordination o Problem Solving o Staff Time Management o Employee Training Operational Skills and Responsibilities: o o o o o o o o o Cost Control Food Merchandising Employee Scheduling Marketing Menu Pricing/Planning Menu Design Discipline Maintenance Interviewing Recruitment .

promotion of team spirit. is responsible for the food and equipment necessary for the The Restaurant Manager is responsible for planning and organizing all the service activities of the restaurant such as staffing. training. scheduling. SECTION OF THE F&B SERVICE IN THIS HOTEL RESTAURANTS & BAR BUDHA: An innovative and stylish round the clock multicuisine restaurant.Restaurant Manager The Restaurant Manager is responsible for the He overall operation of the establishments which serve food.Round-the clock Breakfast-7:00A.7:30 to 12:00 midnight.M to 11:00A.M to 3P. motivation to achieve targets.M Dinner. He coordinates and directs the work of the employees.of covers-100 Timings.M. lunch as well as dinner. It offers a delecatable variety of buffest fare throught the week. Total no. Rate for BuffetBrakfast.350+ taxes Lunch-395+taxes Kid-250+taxes Dinner-495+taxes Kid-250+taxes GAUTAM: . restaurant. Lunch-12:30P. for breakfast.

of covers-140 Timings-7:30 P. Korea. PAVITRA: (The grand cuisine of India) A celebration of the rich diversity of traditional Indian cuisines and the 200 year old culinary tradition of cooking food in sealed ‘deghs’.12:30 P.7:30 P.of covers-100 Timings : 7:30 P.m. Total no.M to 3 P. to 12 midnight. kitchen in restaurant) Pan Asian invites gourmads to a journey across the pan pacific belt.Serving Authentic cuisine from the rugged north west frontier. At the pan Asian you can explore diverse culinary traditions: from the hearty fare of Mongolia to the fiery taste of Malasia. where you fie on chequered aprons and are encouraged to eat with your hands. Indonesia and Thailand…and the delecate flavours of Chaina and Japan.of covers -100 Timings – Lunch. The restaurant recreates a rustic ambience. SHARTHI: (Restaurant in kitchen.M.M to 12 midnight RAHLLA Bar & Grill . Total no. Dinner. Luckhnawi and traditional Indian cuisines. This Indian fine dine restaurant with a show kitchenserves a mis of Awadhi.M to 12 midnight. Total no.

Dublin (The new bar Code) A distinctive pub cum discotheque. crepe suzettes cooked right on your table. offering the widest and finest choice of wines and spirits. Timings. 2.M to 11:45 P.M.6:00 P. KOT is made 3. The room service offered multicuisine as featured in Room Dining Menu in service Directory. Order placed in kitchen 5.M. Try setup is done. In addition you get the finest possible selection of new and old wines. (Wednesday. 6. Friday. 7.Order is taken to the guest room. The novel outlet seeks to be a culinary journey for the discerning dinner.M to 1:00A. 1. complete with. Order is picked up. . The Procedures Followed In the Room Services. representing the gaelie Raj. Control sheet in filled 4.An exclusive bar with an interactive grill-the restaurant features the finest selection of single malts & congnacs. Timing-Bar-12noon to 12 midnight Grill-7:30 P. Irish pub and Indian colonial Era. Order in taken by the room service order taken or welcome assistance. the interactive charcoal grill with a widest selection of imported meats. Saturday & Sunday) ROOM SERVICE: The hotel provide 24 hours room service.

table and lapel microphones 24-hours Business centre with secretarial services Wi-Fi High speed photocopiers and printers Internet access The procedures for Banquet Booking are: 1. multimedia.U-matic. audiovisual and sound reinforcement equipment. 3. Screening on TV sets and Videoscope (Betacan. As PALA1. Booking of banquets_ Number of people confirmed Advance taken.ft. 2. slide to video converter. lectern. 6. pala111. PALA11. 5.BANQUETS: A Choice of conference venues. Extensive lawns with naturalwater bodies make ideal party venues. 4. TV monitors and video interface. motorized screen. Facilities IncludesEquipped with latest technology like dedicated Internet access. besides a host of private boardrooms accommodating anywhere between 900 people. Time of arrival and type of food and service confirmed Mode of settlement. The 4000sq. main banquet hall are divided into 2 separate function rooms. multi-screen audio-visuals Public address systems. VHS) Video conferencing Meeting planners Team for each conference Synchronesed multi-projector. o o o o o o o o o o o o High tech electronic mood lighting. Special instructions if any . Personalised conference coordinator for each event.

F & B manager. storages and their use on sale. receipts. Kitchen House keeping Account and F & B control Engineering and Maintenance INVENTORY TAKING AND BEVERAGE CONTROL: The biggest problem with liquor control is the nature of the product. CO-ORDINATION WITH OTHER DEPARTMETNS: 1. Sometimes periodic checks are made by the F & B manager to check for watering i. front office department and the general manager. 2. security. There has to be a proper control on the movement of the beverages from their purchases. The barman bills out a requisition slip where any liquor is needed. The store room clerk then signs the slip and sends it to the F & B controller who prepares the daily cost sheet record.” house keeping. The original copy is sent to the store room. The bar thus maintains a par stock of one and half time the greatest amount used of any bottle on the busiest day.e. 3. 4.The above details are taken down in the Function Prospectus and its copies are sent to the executive chef. addition of water to the alcohol to cover up sales which have been made and . The issue of stock from the store room is done by suing a requisition and a bottle exchange system.

A thoroughly clean and fresh looking room often causes the guest to go out and talk about it. The standard of house keeping plays and important part in forming a reputation of the hotels and in determining whether the guest are satisfied with their stay. FORMS & FORMATS USED INTRODUCTION The primary objective of House Keeping department is to ensure aesthetic up ekkp of the hotel. A guest enter the lobby of any hotel and against his first impression from that he sees. using a hydrometer to detect the density of the liquid. .pocketed. CO-ORDINATION WITH OTHER DEPARTMENT 4. HOUSE KEEPING 1. INTRODUCTION 2. When in turn boosts the sales. SECTION OF HOUSE KEEPING 3.

ORGANISATIONAL STRUCTURE OF DEPARTMENT HOUSE KEEPING .

Lastly the occupied rooms are cleaned and priority is given . corridors etc. Supervisors are allotted these areas and they ensure that these are cleaned and standard maintained as per the specification of the hotel. 3. by blocked departure room.SECTION OF THE HOUSE KEEPING DEPARTMENT The house keeping department has the following sub-section which help them to run the operations smoothly and which are directly under its control: 1. 4. ROOMS: The vacant blocked rooms are cleaned first. Priority for servicing blocked departure rooms depends upon the guest’s time of arrival. shopping arcades. These include the gardens. the car park. the restaurants. He/She then goes around to ensure that cleanliness is being maintained. 5. there is public areas supervisor who is assisted by the house-men and the casuals to look after the cleanliness of these areas. followed. 6. the lobby. PUBLIC AREA ROOMS LINEN ROOM UNIFORM ROOM LAUNDRY CONTROL DESK PUBLIC AREA: The public area includes the areas which are used by the guest as well as the public. swimming pool. 2. health club.

night spread. All exchanges are made on the basis of fresh for soiled ones. LINEN ROOMS: The linen room store all the fresh linen required by the various department of the hotels. UNIFORM ROOMS: It is the place where all the employees uniforms are kept for ready use by the staff. If any major repairs are to be done then the room is taken under repair and the control desk is informed about it. Soiled linen is sorted about by the floor attendant and a copy is sent to the linen room against which fresh linen is given for the floor pantries. one in the laundry and one in the pantry. pillow covers towels etc. mainly the F & B Service. are kept A par stock of is maintained for all the linen. one in circulation. The room linen is sent twice a day to the floor pantries.to those the clean Mt room sign on the door. The engineering department is informed of any electrical disaffects the fixtures. It should have spare sets and a tailor to mend torn or . The lost and found items if found in Departure rooms are bought to the control desk and further necessary steps regarding Lost and found procedure are followed. napkins. In the linen room a stock of table cloth. waiter’s cloth. Is has separate racks and shelves for the ironed uniforms and some for the stacked ones. dusters. bed spread. One in the room.

The guests are charged accordingly. Uniform are received once a day from the laundry and all cotton uniform are folded are stacked where as terrycot uniform are hanged on hanger.damaged linen or uniforms. executives as well as to the guest. Soiled uniforms are sent to the laundry once a day. A uniform inspection is held once a month and old uniform are discarded. It is manned by the House Keeper and his House men. A par stock of 4 is maintained for cotton uniform and 3 for terrycot ones. the uniform room gives uniform and also stores the civil dress of the staff for the shift. In the surveyed hotel. the room number and time is recorded after which a valet is sent to his room to collect the . GUEST LAUNDRY PROCEDURE: When the guest calls the housekeeping and asks for his laundry to be collected. LAUNDRY: In the hotel surveyed the laundry room is situated opposite to the Accounts Department in the lower basement. In this hotel laundry often on contract basis and are issued by the hotel laundry room itself. It launder to the staff. All cotton and terrycott are exchanged once a day and are washed while expensive terry wool.

Emergency laundry is given to the guest within 6 to 8 hrs. maintenance and supplies checklist 2.laundry. Pressing is done manually. It is here that all the guest’s complaints and requests are taken care of. Front Office 2. the house Keeper’s report is done here and the occupancy list is also prepared. Engineering and Maintenance 3. The desk control attendant co-ordinates with the front Office regarding arrivals and departure. Cleaning. etc. CONTROL DESK: It is the nerve center of house keeping department. In the beginning of any shift all room status are checked and all departures are written down. blocked room for repairs. The clothes are then sent to the laundry where they are taken care of as per the requirements. All registers are updated here. one domestic washing machine is used in this hotel for emergency. It coordinates with all the other departments. FORMATS AND REGISTERS USED: 1. CO-ORINATION WITH OTHER DEPARTMETNS: 1. Room attendant’s report . F & B service FORMS. The laundry is sent to the rooms in the evening or early morning. The engineering department is notified of all the faults in the rooms from here.

Message register 13.Lost and found register 11. The 13000 Sft square foot spa is equipped with a state of the art gymnasium. Floor supervisor list 6. Under Repair chart 7. Our consultations are designed to help our clients select and design personalized treatments that address individual . Hydrotherapy rooms and our own unique ayurvedic centre. steam and relaxation rooms. Private dressing rooms for men and women and luxuriously designed whirlpool. People have yearned for a place where they could find solace from the complexities of their daily lives. Key register 9. The spa aims to create just an oasis of calm where every sense is revitalized. and where old and new arts of rejuvenation are practiced by experienced professionals. body and spirit can be brought into balance. And from which they can emerge invigorated and rejuvenated. sauna.3. They seek a retreat where mind.Flower register 12. Maintenance list 5.Attendance register SPA Since times immemorial. House keeping log book 10. House keeping store room requisition 8. This is combined with luxury treatment suites. Occupancy list 4.

needs. These treatment are appropriately designed for both men and women. Our unique blend of oils, positions and lotions are influenced by traditional beauty care. Along with the international product line ESPA which uses the highest quality organic plants known for their purity and potency. Combined with a thearapeutic holistic approach, developed as much for the inner self as the outer body and face. We invite you to experience these new levels of relaxation, revitalization and rejuvenation welcome to the spa. Welcome to a feeling of health and well-being.

We

have

an extensive array of massage theratpies

from all over the world. They are fine blend of European techniques combined with age - old asian traditions. Each individual therapy is intended to reduce in the body and mind, stimulate the circulation and thus promote an overall feeling of relaxation and rejevenation. Our unique signature’ Indian magic’ is the ultimate rejuvenation therapy. A wonderful experience not to be missed. BODY POLISHES These body polishes have been selected with care to restore the soft wand silky glow of your body. Exotic natural

ingredients such as salts. Poppy seeds. Fresh rose petals. Globe thistle and sandalwood are used. Depending on skin type. These treatment remove dead skin cells. Ease excessive oiliness or dryness and leave your skin cleansed and invigorated. These treatments are used in combination with our vichy shower. BODY TREATMENTS A variety of body treatment are available at the Spa involving age old cleansing. Moisturizing, deep relaxation and toning remedies. We use ingredients such as seaweed, rich in minerals, to boost metabolism and marine mud, rich in trace elements to help improve lymphatic circulation and fluid retention. HYDROTHERAPY Our luxury hydrotherapy baths are used to relax and strengthen the body. Boost the immune system and increase metabolism. As strong jets pummel your body. You will feel the tension draining away. We use ingredients such as micronised marine algae, milk, orange blossom and essential oils. Each one of these will leave your skin feeling deeply nourished and your body and mind completely relaxed. A truly exhilarating experience. Which can be enjoyed by itself or used to enhance another treatment.

BACK TO BASICS Although the back is one of the most important stress bearing areas of our body, it is also one of the most neglected. Our back treatments are designed to pamper and treat sluggish skin and relieve stress and anxiety in the body and mind. HAIR TREATMENTS Natural ingredients from traditional Indian medicine have long been known to help restore beauty, luster and bounce to the hair. We use fresh fruits. Honey and vanilla, japapattyoli, esthi root, yogurt. Lemon juice and amla, to leave your hair shining with health and luster. HANDS AND FEET We have a variety of luxury treatments to restore the natural beauty of your hands and feet. Using our OPI nail care system, these are designed to meet each client’s individual needs. Our unique paraffin wax dip for the hands helps soothe dry nails, cuticles and restores moisture and luster to the hands. Treat your face and eyes to an enriching experience. The spa’s facial and eye treatments use ancient and natural remedies in combination with ESPA’S natural products to make your face glow, and your eyes sparkle. Carefully

each one of the massage therapies is administered by practitioners well-versed in this 5. These activities will help you to get the best from your body and make the most your lifestyle. It is a liaison between labor laws and hotel management. These range assessements to cardiovascular workouts to meditation and yoga. the science of life. stipulates that each individual has a unique mind and body constitution. experienced and well trained professionals. It is responsible for screening requirement and selection of the staff. and so will have unique balancing needs. a complete analysis is done by an ayurvedic physician. soothe and nourish your skin.selected herbs. The .000 year old art. To complement to and enhance many of our from available fitness treatments. iromatic oils and other indigenous ingredients are employed and guaranteed to replenish. All of our teachers are talented. Ayurveda. the spa also offers a range of activities and classes boost fitness. At the spa. after which a treatment plan is prescribed . PERSONNEL DEPARTMENT INTRODUCTION FUNCTIONS INTRODUCTION: This department is responsible for all the executive and non executive staff working in the hotel.

The leave cards and loan applications pass through this department 4.department vacancies are advertised by this department only. they look after the welfare. Deserving people get promotion on the word from the HOD and proceeds through the personnel department. security and safety of the staff 7. All the trainees have to report to the TM before joining their respective training as the TM gives them their schedules. FUNCTIONS: 1. sport activity for the staff are looked after by this department. The TM decides the duration and the departments for the trainees. 6. . annual day. they are responsible for inter hotel staff transfers. Pay scales are formulated by the personnel manager along with the departmental HOD. Recruitment and retirement is done by the personnel manager 2. Staff appraisals are sent from there. 8. 5. The trainees have to submit their training report to the trainee manager as there are training classes for them. TRAINING DEPARTMENT: The training department is headed by the TRAINING MANAGER who is responsible for all training programs in the kitchen for the trainees. The TM co-ordiantes with the catering college student who do their training in the hotel. Training classes are held of the hotel staff and the toppers are promoted. cultural events. 3.

food and beverages and other hotel facilities. It dispenses wages to the staff. ACCOUNTS FUNCTIONS F&B CONTROL FUNCTIONS ACCOUNTS: The hotel being a part of a sophisticated and vibrant industry has voluminous cash turn over and for effective management efficient systems and controls are followed. The accounts department maintains all debit and credit operations. 2. It records transactions regarding the hotel operations. It shows the status of the hotel by preparing the profit and loss account statements. 3. It records the sales of rooms.HIERARCHY OF PERSONNEL DEPARTMENT PERSONNEL MANAGER PERSONNEL ASSISTANT TYPIST (COMPUTER OPERATOR) ACCOUNT AND F&B CONTROL 1. It directly controls credit . 4.

Collection of pending bills. 4. the restaurant sales summary outlets checks. Implying methods for minimum wastage in department . capital and revenue expenses. 2. 3. F&B CONTROL This is one of the important sub sections of the accounts department. FUNCTIONS: 1. A flash report is prepared by them giving the average revenue per cover. It allows after purchase. 5. 6. Control on complimentary.cards. Inventory of kitchens and stores is done by them which his later submitted to the executive accountant. They regulate the important sub sections of the accounts department. Tally to KOT’s Food cost calculated in actual inventory. Maintaining t6he bills of the revenue producing outlets. Management of rooms and restaurant sales. 7. 4. They regulate the food cost. 3. Budgeting. 2. FUNCTIONS: 1. Loans or credit cards for employees. guest financial portfolios and transactions in foreging currency. Preparing financial statements.

3. 5. 4. 2. RECEIVEING AND STORES 1. 2. PURCHASE PURCHASING PROCEDURES MODES OF PURCHASING RECEIVING STORES PURCHASE PURCHASE: . 5. ACCOUNTANT SUPERVISOR ASSISTANT ACCOUNTANT (COMPUTER OPERATER) PURCHASE. Breakage & spoilage check report. Daily wine and liquor inventory.FILES & REGISTERS MINTAINED: 1. Daily sales inventory Daily cost report. 4. Flash report. 3.

: 1. equipment and supplies. 2.Monthly contract Bevaerages . The purchasing is then according to the departments specification The main purpose of this department is to determine the correct purchasing objective and the right quality. A purchase order system is used to co-ordination with the accounts department which are a used to purchase food. MODES OF PURCHASES There are several modes in which purchasing is done by the department. This department purchases all essentials needed for the smooth functioning of the hotel. PURCHASING PROCEDURES.This is a non revenue generating department. for the purchase of large quantities of supplies tender are invited and the lowest bids are accepted and contracts are made on yearly basis. for the purchase of large quantities of supplies tender are invited and the lowest bids are accepted and contracts are made on yearly basis. Perishables .Monthly contract . PURCHASING PROCEDURES.Monthly contract . quantity at the right price to be purchased.Monthly contract General store items Food store items . Some of them are. A purchase order system is used to co-ordination with the accounts department which are a used to purchase food.: 1. all purchases are made by giving an order on the purchase order form 3. all purchases are made by giving an order on the purchase order form 3. equipment and supplies. 2.

3. The system and procedures followed are: 1.Cash Purchase RECEIVING: This is the department where the supplies requisitioned for. provisions total and merchandise being delivered.Cash Purchase Heavy Equipments. 2. This helps in maintaining par stocks. When the food items are received they are checked and weighed in front of the suppliers. He then checks the original order against the invoices to verify the prices. The second to the accounts and the third is kept by the stores. The original is sent to the suppliers. 4.Daily needs . when the goods arrive the receiving clerk receives it and prepares the receiving clerk’s report. Every day the par stock is maintained. first arrive in the hotel and products which match the quality standards specified in the quotations are accepted. The invo9ce and the receiving clerk’s report are sent to the F & B manager’s office who scrutinizes the original purchase order for price and quantity before approving it. listing the item accurately. Depending upon the need the purchase order form is filled which his in triplicate. Wine bottles are usually stored horizontal on shelves and spirit bottles are attached to the bin so that the exact quantity of code numbers the selling price is noted. after the wines and spirits are received they are stamped with a code number. . Each item is stored in the store room in sea port bins for each branch and type. The room is kept closed at all times and has a lock on it.

The storage systems are: Vegetable Eggs Raw meat unprocessed Raw meat processed Dairy products walk in coolers (4-8 *c) walk in coolers (2-4 *c) walk in coolers (2-4 *c) deep freezers (-10 *c) 4 door cooler (2-4 *c) . the kitchen the stores. Perishables are purchased in the right quantity needed and are sent to the respective kitchens who in turn are responsible for their storage in the cold rooms.5. Dry perishables arc kept in t6he stores which is in close contact with both. a monthly inventory is taken to as a control on the beverages and checks for losses. It is away from direct sunlight and is pest controlled goods are issued against proper requisitions which should be signed by the authorized personnel only. The store person verifies. STORES Once the items are received they are stored in a manner which prevents deterioration of quality and reduces chances of pilferage. With the count on the bin card along with actual number of bottles he has counted in the bin.

Guest room are also its main concern. When rooms are given for measure renovations or repair. as they have to see to it that all the equipments in the guest room are in proper working order. . Functions 2.Food items - dry stores In MAURYALOK there is only two deep freezers where raw meats processed are kept. HIERARCHY OF THE STORE STORE KEEPER HELPERS ENGINEERING AND MAINTENANCE 1. water and other energies sources needed for the hotel is safely and properly provided. E & M holds an prime importance in the working of the hotel for it is responsible for all the equipments which are being used in the hotel. it should be done in the least time so that the room car. While maintenance department makes sure that all the worn out damaged items are replaced promptly and efficiently. eggs are stored and rest of the perishable items are stored in 4 door coolers and dry stores. Forms and formats used Functions: The main function of the E & M department is to see that power. one walk in cooler where vegetables. be ready for sale.

Other Duties of the E & M Department are: 1. Maintenance order slip. 3. Attend and rectify all technical snags 3. Preventive maintenance table. 4. Duty on job chart ORGANIZATIONAL STRUCTURE/ HIERARCHY OF E & M DEPARTMENT Chief engineer Supervisor Electrician Security: Plumber A/C Mechanics 1. Respond and replace all worn out item. 2. Issue register. Smooth functioning of guest utilities. 2. Logbook. Functions Security: The hotel security is more for a preventive purpose designed to minimize loss and damage to life and property when they sort of disaster occurs. Follow the specify functions during conference4s and banquets. 4. The chief security officer is totally . 5. Forms And Formats: 1. Security 2.

The guards are normally assigned to specific areas and are responsible to maintain security control for their particular areas.responsible to provide the hotel with adequate security and should ensure that the personnel under him are trained to handle fire. accidents. Maintaining visitors entry book Through checking of the hotel staff before leaving the hotel at the end of his/her shift. Functions: 1. 5. Responsible for security on floors. . drunken guest. 2. 7. 3.Fire warning system control in-care of fire. Receiving and taking action on information from the reception of any 9. rooms and public area. The security department is headed by a chief security officer who is assisted by security officers who are in charge for every shift the security guards and the watchman give the actual security. 4. 8. death etc. misconduct 10. Check on supplies. Systematic parking of the vehicles Maintaining department key registers. Swift actions in case of emergencies. They are generally near the staff entrance and check them for the Ids and are also in charge of the tie office. 6.

No doubt. he reservation assistant use to take observations on the phone with bare minimum guest details. At the front desk the receptionists were never do a extra thing to please a in-house . they were performing their daily duties normally. but extra edge or charm was not there in their performance. and did not even try up-selling.HIERARCHY OF SECURITY DEPARTMENTS SECURITY OFFICER SENIOR SECURITY GUARDS SECURITY MEN OPERATIONAL PROBLEMS & SOLUTIONS FRONT OFFICE PROBLEM The office assistants were not very keen about their jobs.

matter a lot in the long run. PROBLEM The bell boys movement card was not being maintained properly and the front office assistants were not keeping a track of their movement as result of this the use to wander about in the property and take very long time to complete the tasks given to them. SOLUTION Now. but on the other hand a little extra from them would only help them increase sales and build an even better reputation for the establishment. where all their humanitarian skills must be brushed up. they must be first congratulated on their current status of work and then. believe a training class for all the front office assistants must be held. SOLUTION .guest. and they always tried to neglect or avoid in-house guest as the guests were adding burden to their existing work schedule. Also the belly boy movement cards were signed at the end of the shifts. as long as the front office assistants perform their duties correctly and honestly there should not be a problem. Small things that are done. should be asked to improve.

Hence the reception counter was crowded at all times and some times the guests were neglected as the staff was unable of handling many people at one time. PROBLEM The hotel has a very small lobby with no specific information or travel desk. SOLUTION There should be a small information counter or travel desk made in the lobby. As now what happens is that the guest who are checking in are given first priority and the one staying with us have to wait for a while before they can get their work done. . The reception counter itself was being used for this purposes. This also have an negative impression. Secondly the seniors must make sure that the sign the bell boy movement card after every errand given and they must see to it that the bells boys mention the time they leave and arrive back at the lobby.To track and get efficient work out of the bell boys the front office assistants or the cm must ensure that don’t send bell boys away on private work from the lobby area. This would in the long run help the hotel as the guest would be satisfied by the service he gets and the staff also would be able to give them more attention.

SOLUTION The computer shutdowns should be minimized and even when done should be after prior information to the desk. SOLUTION . FOOD AND BEVERAGE SERVICE PROBLEM The container for drinking water in the Sippers restaurant of Le-Meridien is made of metal which tends to set sediments at the bottom of the container giving an unhygienic scene to the guest.PROBLEM Often they have computer shutdowns which also creates major problems as it usually happens without prior information keeping the guest waiting for check ins .check out and information.

SOLUTION The ice cubes machines should be provided with pans chain tied which will help the pan to be in container always. PROBLEM The banquet halls are big but lack of staff to host big functions. thus problems arise when the functions are held. The waiter should be strictly instructed not to use glasses for this purpose. SOLUTION . the service boys often use the glassware from the restaurants instead of the pans. PROBLEM To take ice cubes out of the machine.The Sippers restaurant should use glass containers instead of metal and the container should be cleaned regularly.

SOLUTION Sufficient table cloths has to be provided to the restaurant as it may show well organised structure. PROBLEM No proper supply of table clothes. This leads to exchange of equipment and utensils and causes confusion among the . A certain number of table cloths should be kept always as par stock as a precaution to the wore out table cloths. FOOD & BEVERAGE PRODUCTION PROBLEM The various sections of the kitchen does not have partitions. Hence service staff are forced to use soiled table cloth by which guest feels standards are low.Enough staff should be employed in the banquets as it is one of the major revenue earning area and if there is a shortage of staff they should be hired.

PROBLEM Consumption of most of the food prepared in the kitchen by the staff. mixers.kitchen personnel and causes disputes which lowers the efficiency of the cooks. SUGGESTION Partitions should be made between various sections of the kitchen. So that one section do not use other sections raw materials or equipments. increases the wastage of food. strict supervision must be made to check all the staff that they would have their meals in staff cafeteria and no where else. PROBLEM The cleaning process of equipment like juicers. grinder are not properly carried out leading to a messy condition in the kitchen . This affects the food cost and also SUGGESTION The staff should be properly guided regarding this. which shows the inefficient supervision.

. should be cleaned regularly after and before use. Due to which the machines used for washing and drying were over loaded which result in timely supply of fresh linen to the guest.coolers reduces the work efficient of the staff as it strains their eyes and is also time consuming as it is difficult to search goods in dark. grinders etc. mixers.coolers as it can avoid major accidents. HOUSEKEEPING PROBLEM The laundry is not well equipped with the equipments and latest machines.in .in . SOLUTION Proper lighting especially in walk . PROBLEM Lack of proper lighting especially in the walk .SOLUTION Juicers. The blades should be removed for proper cleaning and put back after drying.

SUGGESTION Introduce latest machines and equipments in the laundry to quicken the provision and timely supply of fresh linen to the guest rooms and various other outlets. By doing this. the management will also benefit from this and this will had to firstly cooperation within the department on a large scale and secondly that it would increase the work efficiency of the staff. This use to demoralize and which was deteriorating the quality of their work. and because they would be working with different people. the staff will also have a change in their work schedule. This helps in making goodwill among the guests. The staff was not being rotated especially the house men / room boys. SOLUTION I feel the most appropriate and effective way of solving this problem is by circulating the staff on a weekly basis from the floors to public area to the laundry section. hat use to happen because of this that some staff got lesser or easier work when compared to others. PROBLEM The duty allocation of employees was not properly done. this is same thing that should be done so that the .

staff can break loose from the monotonous work schedule that the staff currently have. because a different area or section every week would be like a fresh start every week. . SOLUTION Adequate number of staff are needed to be recruited to reduce the work load and increase efficiency. The staff on the other hand will be looking forward to the change in their work schedule. PROBLEM Lack of employees thus more work load on other staff.

Then a critical analysis made of the above information . New Delhi) as regard their organizational structure of each department.CONCLUSION The objective of this project is to make an in-depth study of the major operating departments within an hotel I have trained (Le-Meridien. the departmental relations and coordination between each and to show the various forms and formats and management information system used in each department. the various divisions / sections within the department and their layouts. system and procedures used. their duties and responsibilities.

F&B Service - Sudhir Andrews . who if continue to work in the dedicated fashion and introduce improvements when necessary. better and safe working environment. An Introduction to Tourism - Lan Jackson 2. problems and drawbacks that may be faced in any mass catering operation. Critical observations and recommendations have been made for the problem areas in regard to layout hygiene and sanitation equipment and general matters. This study has been a truly enlightening learning experience. will sincerely manage to retain the market it has captured and widen its horizon. For the purpose of improving efficiency productivity.collected to put forward recommendation for improvement of the overall performance. It has skilled and experienced craftsman. It has provided an insight into the various operational. BIBLIOGRAPHY 1. profitability. Front Office - Sudhir Andrews 3. increased employee interest and resultant high quality products.

com www.com www. 4.com www.delhitourism. 3.google.4.indiatourism. Philip Web-sites 1.com . F&B Production - Thangam E.lemeridien-newdelhi. 2. www.

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