CROWNE PLAZA, DELHI

COMPILED BY:
 CONTENTS

 ACKNOWLEDGEMENT
 HOTEL OVERVIEW
 FOOD AND BEVERAGE SERVICE
 HOUSEKEEPING
 FRONT OFFICE
 FOOD PRODUCTION
 CONCLUSION
 ACKNOWLEDGEMENT

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

Training Manager of Crowne Plaza, New Delhi. It was their constant guidance and
valuable support and attention which made my industrial training such a success.

Training for 20 weeks at Crowne Plaza, New Delhi successfully was due to the combined
effort of the managers, staff members and my teachers. I have now matured and gained
confidence and I’m ready to accept all the challenge of this industry which it holds for
me.

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

thanks to our Training Manager who made my experience an extremely pleasant one and
proved to be an excellent support. Their encouragement and friendly cooperation made
my training memorable and enjoyable.

I would also like to thank the lecturers at our institute, our training coordinator, whose
moral support and active monitoring made it possible for me to sail through the entire
process.
 MISSION STATEMENT

“WE AT CROWNE PLAZA, DELHI ENDEAVOUR TO BE THE

MOST PREFERRED HOTEL BY EXCEEDINGS OF OUR GUESTS,
TEAM MEMBERS AND STAKE HOLDERS”
 HOTEL OVERVIEW

Crowne plaza is in the heart of New Delhi and is just a 45-minute drive from the
international airport and close to Delhi’s business centers including Nehru Place, Pragati
Maidan, Okhla and NOIDA. Nearby shopping facilities include Connaught Place, Lajpat
Nagar etc. The hotel is an ideal base from which to explore the tourist and historical
attractions of the city.

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

ACCOMODATION

The hotel offers a total of 242 rooms that have been divided into luxuriously appointed
rooms and suites. All the rooms are tailored to suit the needs of the guests. All the
facilities that are expected by a five star deluxe hotel are provided by the hotel. Rooms
are very spacious and are comparatively larger than the other hotel rooms of the city. The
well experienced hotel staff makes it a point among themselves to serve the guests at its
best.

CROWNE PLAZA CLUB : The club floors , with its impeccable service and its
unobtrusive attention to the smallest needs, offers calm and tranquil interiors, modern yet
elegantly furnished rooms and suites and a well equipped Club Lounge.

FACILITIES INCLUDE:

 Air conditioning
 Mini bar
 Direct dial telephone
 Plasma T.V.
 Electronic digital safe
 Live satellite entertainment
 24hr express laundry
 Wake up calls
 Access to Club Lounge

DINING

Le Café: It is a 24hr coffee shop, ideal for a high powered breakfast, business lunch or a
quiet dinner. Choose from wide selection of indian and chinese cuisine, with American
breakfast available all day.
SAMPAN: Exquisite Chinese artefacts and décor add to the ambience of this splendid
rooftop restaurant. Sampan is Delhi’s premier Chinese restaurant and is located on the
rooftop. The exquisite Chinese food with Black Slade (live band) makes it an
uncompromisable experience.

SEVEN: Seven offers a best of classical Indian cuisine in traditional style with live
Indian music. The restaurant is famous for the legendary North West Frontier cuisine,
with certain recipes dating back to the time of the royal Mughals. It is called Seven
because food is cooked in the following seven methods –

TAWA

MAHI TAWA

PATTHAR

KADHAI

BHATTI

TANDOOR

BHAAP

ATRIUM LOUNGE BAR: The hotel features a new-look Atrium Lounge Bar,
reflecting elegance and exclusivity and offering a perfect blend of elegance, spacious
interiors and innovative drinks. It is located at the ground floor.

ROYAL MIRAGE: Mirage’s ambience is distinctly Arabian royalty French style and
each wall has a story to tell with paintings and figures. At the DJ counter two snakes
stand poised to strike as if guarding an ancient treasure. The gold curtains make revelers
feel that they are celebrating with the kings. The dance floor is surrounded with podiums
to ensure that people who want to be seen are visible while dancing. The mirage is the
first club with a seven-color laser light system that rotates 360 degrees and creates
hologram animations of graphic designs in mid-air.

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

ROOM SERVICE: 24hr in-room dining offers a wide range of freshly prepared dishes
and snacks. The culinary team is ready to serve the guests with something special in the
privacy of their rooms.

BANQUET: The Elysee hall is a destination in itself. Whether for conventions, cocktail
dinners, business meetings or other parties the Elysee offers a world of elegance with
wood-paneled walls, designer wall-to-wall carpets and chandeliers.

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

available for hire.

HAIR AND BEAUTY: The Barber Shop – La Moustache – is open daily for
appointments. It is located at the lower Lobby level.

FITNESS CENTRE: The Fitness Centre is an ultra-modern health and fitness facility
featuring a fully equipped gymnasium with the latest in electronic fitness equipment and
offering sauna and Turkish baths, impulse shower, Jacuzzi, Swedish massage therapy,
aerobics and yoga counseling. It is located at the Lower Lobby level. The open-air
swimming pool, located at the Atrium level, has a beautiful waterfall and artistically
carved stone screens.

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

carpets, cosmetics and the like, is located at the Atrium level. The mall is just the place to
hunt for exotic souvenirs. Our Guest Relations executive will be pleased to assist you in
finding a particular selection in our shopping mall.

 No pets allowed
 Shoe cleaning service
 Wheel chairs available on request
 Credit cards accepted: American Express, Visa, MasterCard, Diners club, JCB,
Andhra Bank Card, Central Bank and BOB Card
 Currency exchange
 Travel agency
 Laundry, dry cleaning and ironing with 24 hour express laundry
 Car hire
 Parking
 Baby sitting- 80 hours prior notice required

Unwind and rejuvenate yourself at our well equipped Fitness Centre, which includes a
gymnasium, sauna, Turkish baths, massages, a swimming pool and Jacuzzi. The Business
Centre provides a comprehensive range of business services. For all your hair and beauty
treatments, the Barber Shop and Beauty Parlor are located on the Lower Lobby level. The
Shopping Mall offers a variety of shopping outlets in the Atrium level.
BUSINESS CENTRE: A wide range of business services including facsimile,
interpreting, photocopying and secretarial services are available at the Business Center at
a charge
 LOCATION

Indira Gandhi International Airport (DEL)

 Distance: 22 KM/13.67 MI South West to Hotel

 Taxi Charge (one way): $7.90 (USD)
 Time by taxi: 45 minutes
 From the International airport drive to your left. On reaching National Highway#8
turn left again and drive straight till Rau Tula Ram Marg and take right and drive
straight past the IIT Delhi on your left, Panchsheel, Nehru Place on your left. Hotel on
your right.
Indira Gandhi Domestic Airport (DEL)

 Distance: 18 KM/11.18 MI South West to Hotel

 Taxi Charge (one way): $7.00 (USD)
 Time by taxi: 40 minutes
 From the Domestic Airport porch drive down towards left and keep on going straight.
On the first bifurcation drive to your right and keep on going straight on Rau Tula
Ram Marg. Drive straight down past IIT, Nehru Place till you reach Modi Mill
Flyover.
FOOD AND BEVERAGE SERVICE
 INTRODUCTION

Guest will get a made variety of International and local flavors. The Cosmopolitan
selection spread itself and through 8 Restaurants and Bars.

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

Room Sales and

Food & Beverage Sales

This report discusses the latter and its operation at the Crowne Plaza, New Delhi. It earns
about 35% of the total revenue.

For effective running of any service outlet the personnel should be well qualified and
well versed in all techniques involving achievement of guest satisfaction. This would
include everything from the simple display of politeness, etiquette and sociability to
personnel and mental skills like good knowledge, sound judgment and memory. The
Food & Beverage department paints a picture of the entire hotel in a guest’s mind. It is
often said, “THE BEST WAY TO WIN A MAN IS THROUGH HIS STOMACH”. The
Assistant Food & Beverage Manager manages the functioning of the Food & Beverage
department.
 OBSERVATIONS

(F & B SERVICE)

(i) A large variety of white wines and red wines were kept keeping in mind the foreign
delegates. All the cheffing dishes must be similar as to avoid confusion food pans and
water pans and to save time.
(ii) All the cups and glasses must be placed upside down and later on just before the service
they must be placed in the right manner.
(iii) Foreigners don’t eat much spicy food and drink a lot of aerated drinks.
(iv) Water must always be checked by chef on dishes otherwise food in food pans begins to
stick to the bottom of the pan.
(v) Slices of lemon must be placed on the right hand side of the cups.
(vi) The turnover is very quick of coffee shop.
(vii) Do not make early entry towards the guest for clearance and always ask the guest before
doing the clearance.
(viii) The guest is at peak in coffee shop in the morning.
(ix) Buffet system is also offered to the resident guest in coffee shop by giving the voucher.
(x) Check the booking register before doing other booking for banquet hall.
(xi) Venue must be rightly mentioned on the venue information board so that the guest can
easily reach the right venue at the right time without any inconvenience.
(xii) The document must reach to the kitchen and banquet in time so that they can do the
preparations in advance for the functions and marriages.
(xiii) Any amendments regarding number of guests must also be informed to kitchen and
banquet immediately.
(xiv) Different plates with different designs must be segregated and kept accordingly and must
be counted.
(xv) Silver service must be done from left side and ensure that the utensil containing food is
not over filled and cleaned from outside.
(xvi) Tray must be properly set before delivering the order to the guests; it should not be over
filled with food item.
(xvii) The order must reach the guest in minimal possible time so that the food is fresh and hot
when served.
(xviii) A complementary cake and flowers basket must be placed in the room of the newlyweds
or honeymoon couple.
(xix) Tea should be hot while on serving.
(xx) An option of tea and coffee with and without milk must be given to the guest.
(xxi) Toothpick should be kept near the buffet along with tissue papers.
 FOOD & BEVERAGE DEPARTMENT

It is one of the most labor intensive departments. This department has the maximum staff.
They are responsible for all the service activities and has to be checked from time to time
to ensure that, they match up with the hotel requirement.

BANQUET

These areas of the hotel are used for special function such as meeting, conferences,
receptions, wedding etc. these are held under series of halls and suites within the hotel
itself.

BAR

This section of the hotel is for serving alcoholic beverage to the guest. Snacks are also
served with the drinks. Indian hotels and guests are allowed only bar for drinks while the
second bar known as the service of dispense bar for serving alcoholic beverages to room
service and restaurants.

ROOM SERVICE

It is an integral part of the Food & Beverages department where although there is no
special turnover in terms of cash, in turn the effort put in term of labor. But this is guest
facility which works round the clock.
ORGANISATIONAL CHART

RESTAURANT MANAGER

ASSISTANT RESTAURANT
MANAGER

SENIOR CAPTAIN

CAPTAIN

RESTAURANT HOSTESS

SENIOR STEWARD

STEWARD

APPRENTICE/TRAINEE
 LE CAFÉ

LOCATION: In hotel – Lobby Level

SERVES: Breakfast | Lunch | Dinner

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

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

The burgers finished in the pantry, along with sandwiches etc. are made here. Fruit
juices, fresh or canned and all hot beverages are also sent from this counter.

Breadbasket during the lunchtime and a cheese platter are also sent from the pantry.
A high standard of hygiene and cleanliness is maintained.

A number of soups both thick and thin are served. These include consommé flavored
with sherry and mutton, lemon flavored broths. A number of thick soups, which include
soups such as cream soups, are available. A choice of tomato, chicken, mushroom is
offered along with minestrone soup.

Indian food is also served. This includes Indian recreation of mutton and chicken, rajma
chawal, vegetables, etc. with rice or Indian breads (rotis). The coffee shop also has a
range of ice-cream sundaes and other Indian sweets. Along with this, the pantry is also
responsible for serving sandwiches, burgers, milkshakes and beverages.

SERVICES: The restaurant has plate service. The food is brought pre-plated and is
served to the guests.

The restaurant table cover is simple. It has a paper material; side plate with cutlery the
water tumbler and the Adeline are placed at their respective places. The center is
occupied by the curette set, a flower arrangement and sugar tray. The tables are laid in
such a way that is very easy to clean and relay. The décor of the coffee shop is simple yet
impressive. The whole restaurant is done in green and silver.

It is cheaper than most specialty restaurant in the hotel.

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

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

1st copy goes to the kitchen.

2nd copy goes to cashier.

3rd copy goes to the waiter for reference.

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

WORK PERFORMED

 Wiping, identifying stain on glasses

 Cleaning from side stations
 Collecting food from kitchen
 Setting restaurant for dinner
 Taking up linen and entering in the linen look
 Back area mise-en-place making coffee, tea and cleaning the equipments
 Collecting desserts from bakery
 Making napkins fold
 Keeping glasses, salvers, cutlery, etc. ready
 Perform waiter service
 Cleaning tables after guest departure
 Collecting stores for the restaurants
 Collecting bills from the cashier.
 SAMPAN CHINESE RESTAURANT

LOCATION: In hotel – Roof top

SERVES: Lunch | Dinner

Roof top Chinese restaurant with a popular BLACK SLADE live band with a wonderfull
panoramic view of the city. Open for lunch and dinner catering to Cantonese and
Szechwan fine dining tastes. This Chinese restaurant is known as Sampan which means
‘Boat in a River’ in Chinese Language and its shape is like a boat in a river. The opening
time of Sampan is 11 am in the morning to 3 pm in the evening and 7 pm in the evening
to Midnight. This restaurant also has a bar which serves different types of beverages.
 SEVEN

LOCATION: In hotel – Lobby Level

SERVES: Lunch | Dinner

Fine dining Indian restaurant showcasing seven different styles of Indian cooking under
one roof. Open for lunch and dinner. Live ghazals entertain you at dinner. During my
training Seven Restaurant has organized KASHMIRI Festival where all type of Kashmiri
Cuisine were served.

OPENING TIME:

Morning: 11 am to 3 pm

Evening: 7 pm to Midnight
 ROYAL MIRAGE – NIGHT CLUB

LOCATION: In Hotel – Ground Floor

Mirage is a night club in Crowne Plaza, Delhi. There is also a VIP lounge in Mirage
where they can sit and enjoy snacks and drinks.

SERVES: Snacks and dinner (according to function prospectus)

Exclusive night club – an exotic haven for the urban elite, a perfect blend of Arabian
Royalty and French Style. Popular DJ rocking the dance floor with foot tapping music.
 FRENCH CRUST – THE PASTRY SHOP

LOCATION: In Hotel – Lobby level

SERVES: Offers mouth watering delicacies straight from the oven.

ATRIUM BAR

LOCATION: In Hotel – Ground Floor/Atrium Level

Bar Lounge located at the Atrium level, offering tempting concoctions, world class wines
and finest of spirits.

The Bar is the city’s favorite watering hole, offering an impressive range of cocktails,
premium whiskeys and single malts. The interior is in natural tones, elegant and
contemporary. Sensitive to the local market’s penchant for fine whiskey.
 CONFERENCE AND BANQUET FACILITIES

Crowne Plaza offers you a choice many conference rooms and banquet halls, with seating
capacity ranging from 15 to 500.

Whether it is a board meeting, a small party or a grand celebration, Crowne Plaza is just
the right place for it.

You’ll find everything an executive needs: from office rooms and secretarial service to
audio-visual equipments and well trained support staff. In short, a memorable time is
guaranteed.
 BANQUET FUNCTION PROSPECTUS

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

official intimation to all concerned departments of the hotel about the function being held
in the hotel. Copies are sent to various departments. It contains the following
information:

 Venue of the function

 Date of the function
 Party hosted by
 Party booked by
 Contact number
 Address of the organizer
 Number of guaranteed pax
 Rate per pax
 Menu selected
 Pick up time
 Service time
 Number of buffets
 Beverage terms
 Requirements from the horticulture department
 Requirement from the Engineering department
 Requirement from the Housekeeping
 Mode of payment

The Banquet Function Prospectus is circulated to the various departments:

 Kitchens
 Bakery
 Engineering
 F & B Controls
 Night Auditor
 Housekeeping
 Banquet Sales
 Banquet Operations

WORK FLOW OF BANQUET SALES:

When the guest contacts the banquet sales division for organizing the event, he is given a
convincing performance about the hotel’s catering facilities.

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

When the menu has been decided upon, the different types of seating plans, theme of the
party, style of service and any special requirements are discussed and decided. Then the
rate is fixed i.e. per person. The rate varies according to the menu, décor, special
requirements etc.
HOUSEKEEPING
 INTRODUCTION

The hotel business depends on the guests. A frequent guest knows the difference a good
hotel and a mediocre hotel. In a competitive situation the guest will choose a hotel where
he feels welcome. They want more than just wine and dine. Housekeeping is the
department which is perhaps the most responsible to bring the guest back to the hotel
again and again. This is because the guest wants personal recognitions and housekeeping
has ample scope to pay special attention to any guest.

Moreover, this is the department, which is indirectly responsible for earning the
maximum revenue for the hotel because the rooms which are sold by the front office are
made by the housekeeping department. Besides guest’s rooms they are responsible for
cleaning of all the public areas, corporate offices, banquets, restaurants etc. and it is not
an easy task to keep the hotel spic and span and justifying the hotel as home away from
home.

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

hotel’s operations.
The Housekeeping may be divided into the following parts:

a) Floors
b) Floor rooms
c) Desk
d) Public areas
e) Uniform and linen room
f) Laundry

ROOMS

The hotel offers a total of 242 rooms that have been divided into luxuriously appointed
rooms and suites. All the rooms are tailored to suit the needs of the guests. All the
facilities that are expected by a five star deluxe hotel are provided by the hotel. Rooms
are very spacious and are comparatively larger than the other hotel rooms of the city. The
well experienced hotel staff makes it a point among themselves to serve the guests at its
best.

Guest’s Room Amenities:

 Bathrobe
 Bathtub
 Electric kettle
 CD player
 Color TV
 Connecting rooms
 Double glazed windows
 Free morning newspaper delivered to room
 Hairdryer
 High speed internet access
 In room safe
 Individually controlled air conditioning
 Mini bar
 Mini refrigerator
 Telephone
 Iron with ironing board
 Bathroom amenities
 Writing table with chair

Suite Amenities:

 Bathrobe
 Business Centre
 Butler Service
 Cable/Satellite TV
 Coffee Maker
 Color TV
 Complimentary Daily Buffet Breakfast
 Complimentary Daily Cocktail Hour
 Complimentary Drinks
 Complimentary Usage of Meeting Room
 Dedicated 24 hour Lounge
 Doubled Glazed Windows
 Dressing Room
 Free Morning Newspaper delivered to room
 Hairdryer
 Hamper
 High Speed Internet Access
 Ice Maker in Refrigerator
 In Room Movies – Premium Cable
 In Room Safe
 Individually Controlled Air Conditioning
 Kitchenette
 Microwave Oven
 Mini Bar
 Phone with Voice Mail
 Plates/ Glassware
 Pots/Pans/Serving Dishes
 Private Bathroom
 Rollaway Cot
 Weighing Scale
 Separate Check-In Area
 Separate Hanging Closet
 Silverware
 Video Rental
 Whirlpool
 Work Desk with Lamp
Executive/Club Floor Amenities

 Bathrobe
 Business Centre
 Butler Service
 Cable/Satellite TV
 Coffee Maker
 Color TV
 Complimentary Daily Buffet Breakfast
 Complimentary Daily Cocktail Hour
 Complimentary Drinks
 Complimentary Usage of Meeting Room
 Dedicated 24 hour Lounge
 Hairdryer
 Hamper
 High Speed Internet Access
 Ice Maker in Refrigerator
 In Room Movies – Premium Cable
 In Room Safe
 Individually Controlled Air Conditioning
 Mini Bar
 Phone with Voice Mail
 Private Bathroom
 Weighing Scale
 Separate
 Rollaway Cot
 Check-In Area
 Separate Hanging Closet
 Silverware
 Tea Maker
 Valet Service
 Work Desk with Lamp
 DUTIES OF EXECUTIVE HOUSEKEEPER

1. In charge of the department

2. Responsible to the Room Division Manager and General Manager
3. Link between management and staff
4. Recruitment, Induction and Training of Staff
5. Store Requisition (All concerned items)
6. Stock Records
7. Purchase(through the Purchase Department)
8. Surprise Spot Check
9. Spring Cleaning framing of time schedule
10. Contract cleaning e.g. painting, upholstery, décor
11. Budgeting in consultation with the Accounts Department and the General Manager
12. Renovation and Furnishing

DUTIES OF ASSISTANT EXECUTIVE HOUSEKEEPER

1. Deputizes for Executive Housekeeper

2. Duty Roster maintenance in consultation with Floor Supervisor
3. Placement of Staff and their grooming
4. Issue of Pass Keys to Floor Executives
5. Lost and Found In- Charge
6. Guest Complaints
 DUTIES OF FLOOR SUPERVISOR

1. Sign registers after chambermaids have taken their respective wing keys
2. Check that the chamber maids have done their duties
3. Ensure that sufficient supplies are present in the chamber maids trolley
4. Check out all the rooms
5. Clear the room with the house keeping desk who in turn clear it from the reception

DUTIES OF FLOWER ROOM SUPERVISOR

1. Ensure that all subordinates carry out their duties effectively

2. Check the function prospectus to note down the flower decoration required
3. Ensure that plants are regularly watered and taken care of
4. Note down floor wise, the flowers, which are to be sent to various VIP rooms

DUTIES OF CHAMBER MAIDS/ ROOM ASSISTANTS

1. Report for duty, take assignments for particular wings , collect the wing keys and sign
for them
2. Proceed to the floor
3. Take occupancy and send the chambermaids report to the housekeeping desk
4. Clean checked out and unoccupied rooms
 CLEANING ROOMS

 The door of the room is opened after knocking

 The curtains are drawn aside
 All the garbage from the room and the bathroom is cleared
 Dusting of the room is done
 Then the bed is made:
 All the dirty linen is removed from the bed
 The mattress is adjusted
 Mattress protector is laid on top of it
 Bed sheet is laid over the protector
 Sheet is followed by the duvet
 Over duvet pillows are kept on the head side and bed cover is laid on top
 At the end cushions are kept on the bed
 The amenities in the room are checked and replenished if required.
 Bathroom is cleaned
 Harpic is poured in the water closet
 All the dirty linen is removed
 Wash basin is scrubbed and wiped
 Basin counter is cleaned
 Bath tub is scrubbed and wiped
 Mirror is cleaned using a glass cleaner and wiped properly
 Bathroom amenities are replenished
 Water closet is cleaned and wiped
 Fresh linen is placed
 At the end the floor is wiped properly
 All the dirty linen from the room is taken to the floor pantry from where it is dropped
in the linen chute
 Vacuum cleaning is done in the room.

Amenities placed in the bathroom:

 Shower gel
 Shampoo
 Soap
 Hair conditioner
 Talcum powder
 Mouth wash
 Skin lotion
 Sanitary bag
 Comb
 Dental kit
 Shaving kit
 Shower cap
 Bath robe
 2 face towels
 3 hand towels
 2 bath towels
 Bath mat
 Vanity kit
Keys and Key Control:

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

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

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

It opens all the rooms on all the floors.
 LINEN ROOM

It is here that all the linen from all the floors and F&B outlets are exchanged for fresh
ones. Also all the linen from various areas of the hotel is stored.

Area: Lower Basement level behind the housekeeping desk.

Duties of linen room supervisor:

1. Checks the attendance of the linen room attendants.

2. Maintains various records used for control of stock
3. Take inventory
4. Estimate the cost of new stock of linen required.
5. Condemning of linen

UNIFORM ROOM

The uniform room is the place where all staff uniform is kept. The main objective of this
department is to provide the staff with clean uniform as and when required.

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

Another imp function of this room is the proper maintenance of the uniforms as dirty and
ill-fitting uniforms can easily put down the morale of the staff. Any repairs required in
the uniform are sent to the tailor room.
TASKS PERFORMED:

1) Rooms
 Dusting
 Cleaning of soiled trays and vases
 Replenishing of amenities
 Making of bed
 Vacuum cleaning
 Cleaning of bathroom
 Clearance of garbage

2) Floor houseman
 Dusting of floor corridors
 Vacuum cleaning
 Cleaning of floor pantry
 Providing fresh linen to the chambermaids
 Dumping of floor garbage

3) Linen room/Uniform room

 Sorting, counting and stacking of clean linen
 Throwing dirty linen for washing in the laundry
 Pairing of uniforms
 Providing clean uniform to employees
FRONT OFFICE

INTRODUCTION
Front office deals in accommodating guests in the hotel and is a very imp department
because it deals with the allocation of rooms, which provides major income to the hotel.
The way in which the receptionist deals with the guest has a direct impact on the guest.
Front office is one department which deals with the guest directly. Receptionist with
his/her salesmanship can induce the guest to stay in the hotel and increase the revenue of
the hotel.
 INTER-DEPARTMENTAL RELATIONSHIP

Housekeeping:
Front office works in close co-ordination with housekeeping.
Housekeeping cleans the check-out rooms and hives the list to the front office
Front Office informs housekeeping about –
 the departure rooms
 VIPs in-house
 VIP arrivals for the day so they can place extra amenities in their rooms

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

Kitchen:

There is no direct link between front office and kitchen. Whenever a group arrival is
expected, Group information sheet is passed in the kitchen so that they don’t face any
problem with the preparation of meals.

Food and Beverage Service:

The co-ordination is not direct but same Group information sheet is distributed whenever
a group arrival is expected.
 BELL DESK

The main function of bell desk is to take up the luggage when the guest checks in. Also
when the guest checks out, the bell-boys carry the luggage out of the rooms to their
cars/bus. The Bell Capt is responsible for taking guest’s calls and requests. A variety of
newspapers is kept here and is sent to rooms early morning.

Luggage is also kept on temporary basis in the left luggage room. This service is
complimentary so free of charge.

The bell desk is also responsible for storing medicines, postage stamps, newspapers etc. It
also delivers guest messages and at times of breakdown of telephone system or when
requested by the guest delivers wake-up calls.

Duties of the Bell Desk:

 To deliver newspapers to guest rooms early in the morning

 To deliver guest messages, packets, faxes and parcels as soon as the reception informs
the bell desk
 To store the luggage of guest even after they have checked out but does not intend to
carry it along
 To give wake up calls to guests
 Carry luggage from their cars/buses to their respective rooms.
 Also acts as the concierge
 JOB RESPONSIBILITIES OF BELL DESK STAFF

Senior Bell Captain:

 Responsible to the lobby manager for the conduct, appearance and work performance
of bell captain and bell boys.
 Ensure proper grooming of staff
 Prepares duty list allocation of work for the staff
 Protects the interests of the guest and the hotel
 Assist Bell Capt in peak period

Bell Captain:

 Take stock of luggage, parcels and any other material

 Handling luggage FITs, groups etc efficiently with full control over the bell boys.
 Maintain the control chart
 Take briefing of the bell boys
 Ensure proper distribution of newspapers.
 OBSERVATIONS AT THE BELL DESK

On arrival, guest luggage is taken in the trolley to the reception and wait for the check-in
procedure to finish. Luggage is then taken to the allotted rooms. Guest is explained about
the fittings and facilities in the room. Bell boy errand card is taken from the reception at
the time of carrying the luggage and then filled in and maintained.
Early morning newspaper are received and hanged on door knobs. International
newspapers are given on request to guest.

Luggage Room:
The luggage room is situated near the bell desk. When a guest requests for his luggage to
be stored in the luggage room, a tag is attached to the luggage and a receipt is given to the
guest with the room no.

Guest’s special requests are satisfied by bell boys like buying some things from the
market etc. Messages and guest fax distribution is handled by the reception.
 RECEPTION

This is the first section where the guest comes in contact with the hotel employee. It is
also located in the Front Office and it deals with some functions, the main one being
checking in or allotting rooms for individuals or groups.
When the guest arrives at the hotel, he first approaches the Reception counter to give in
his name if he has a reservation.
In case of a walk-in, the receptionist fills out the registration card and checks the
computer for vacant rooms. The receptionist checks up with the assigned rooms report
also to ensure if the room is allotted or vacant.
Registration is a legal contract between the guest and the hotel it is signed by the guest
and the lobby manager and is then fed into the computer to obtain the registration card.
The arrival-departure register is filled out with the help of the guest registration card. If
the guest holds a foreign passport then a C-form is filled out for him containing his
passport and travel details.
SPECIALIZED FUNCTIONS OR TASKS:
 Attend guest calls on telephone
 Take messages for the guest and record in the given format
 Give room keys to the guests
 Update the entry in Arrival-Departure register
 Fill in C-form
 Take check-ins
 Prepare daily reports.

DAILY REPORTS:

1) In-house Guest Directory

2) Guest Type Report
3) Arrivals
4) Departures
5) Income report
6) In-house Group Directory
7) House Use Room List
8) MIS by Market Segment
9) MIS by source of Reservation
10)Complimentary Rooms
11)Night Clerk’s Report
12)Productivity Report
13)Night Clerk’s Tabular Report
OTHER REPORTS:

14-Day Occupancy Report

FILES AND REGISTERS MAINTAINED:

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

All void entries are also made.
2) Check-Out File: This file is maintained for filing all check-out forms.
3) Today’s Arrivals: In this file all the expected arrivals of the day are filed in the form
of pre-printed registration cards.
4) Log Book: It is important for the office personnel to read the log-book for the day
before they commence work, as it carries all important work related information.
5) U: It contains the Room Change Slips for the month.
6) Parcel Book: A parcel book is maintained at the Reception to make note of all
parcels left at the Front Desk to be picked up by someone in future.
7) Void Entries File: All the void Registration Cards are filed in this file. It is prepared
on monthly basis.

SPECIAL FUNCTIONS

BLOCKING ROOMS:

Rooms are blocked and necessary compliments are placed in the room for VIPs checking
during the day. The room number is mentioned next to the name in the arrival sheet and
when that particular guest checks-in the particular room blocked for him has to be given
to him. This room blocking is done by each shift at the Reception and the room numbers
are informed to the Room Service, Housekeeping and Main Kitchen, who place the
required amenities in the room.

MESSAGES:

Messages for guests staying in the hotel are taken on the message slip which has a set
format. It is taken in duplicate using a carbon paper. The first copy is sent through the
bell-boy to the guest’s room and the second copy is kept as a record. The second copy is
inserted in the key slot with respective room number.

WALK-INS:

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

given a room or refused depending upon the availability and keeping in view his profile.
A deposit of not less than Rs. 5000/- for a single occupancy is taken. Also to be kept in
mind is the amount of luggage carried by him.

GROUP CHECK-IN:

In case of group bookings, the rooms can be blocked prior to the efficient service. The
room keys are kept in an envelope or a tray. At the time of check-in the group leader is
given all the keys and list of blocked rooms. A room of 15 persons gets the leader one
room complimentary. The group may follow any one food plan and accordingly meal
coupons are made.

CGRD- Blue Coupons

FITI- White Coupons

ROOMING LIST:

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

It is stating all the names of the number of people in that group, in the order they want to
stay. This means that the type of room, whether single, double and triple is mentioned. It
is through this list that the rooms are allotted and the guest baggage is identified.
 RESERVATIONS

The Reservations section in the Front Office is perhaps the centre for the hotel’s room
sale division. It is this division which deals with the guest at the time the hotel, receives a
request from him for room reservations. The department deals with the processing of all
reservations and the outcome is the name of guest’s who allotted accommodation on
various dates.

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

On the first day, I saw the overall functioning of the Reservations department and learnt
to file correspondence. I also did a few photocopying jobs for the department and saw the
procedure for preparation of confirmation letters and them being faxed back to the client
or his representative.

I learnt about the break-up of rooms into Single, Double, Twin and Suites. Then studied
the tariffs and rack-rates for rooms and charges levied on them. The reservations are
either taken through the telephonic conversation or faxes received. The reservation is
entered into the computer and a confirmation letter is sent so as to ascertain any other
specifications like car pick-up. Then the reservation either by telephone or by faxes and
this is marked in folio with a reservation ID number which the computer gives it.

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

CGR: Corporate rates offered to corporate clients like Tata Telecom, Standard &
Chartered Bank etc.

PSU: This is the rate for Public Sector Units like SAIL, PNB etc.
TA: Travel Agents like Sita Travels, TCI, TSI etc. are given special rates.

GROUP RATES: These are offered to groups, depending on the number of pax of the
group and the travel agent through which they have come. I closely studied the Status
Board with two classifications sold out and on request. Sold-out dates are those dates on
which although all the rooms are booked but there are chances of cancellations. I also
studied about discounts given to room rates in the off-season period.

MODES OF RESERVATION:

 Letters
 Telephone
 Fax
 Telegram
 In person

SOURCES OF RESERVATION:

 Airlines
 Travel agents
 Companies
 Commercial business houses
 Tour operators
 Embassies
 Sales offices of the hotel
DETAILS REQUIRED WHILE TAKING A RSERVATION:

1. Name of the guest

2. Check-in and check-out time and date
3. Type of room booked
4. Mode of arrival
5. Date of booking
6. Billing instructions
7. Caller’s name and number

PROCEDURE:

The moment a request for reservation is received the room status is checked on the
computer for the required date and room. In case of availability of the room of the
required specification the caller is confirmed the reservation, if on the other hand the type
of room is not available then the guest is either offered another type of room close to the
requisite specifications or in case of total unavailability of rooms the caller or the person
requesting reservation is politely refused stating that the hotel is fully booked on the day.
The caller is also asked the various other specifications such as air-port pick-up and taxi
requirements. The reservation is then fed into the computer and it is assigned a
Reservation ID number by the computer. A day before the guest is due to arrive, the
reservation personnel gives him or his contact a call to confirm the arrival of the guest the
next day.
BLACK LISTING:

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

 Delay in payment of bills

 Misbehavior with staff members
 Void vouchers
 Repeated late departures

The reservation department puts up the list of as such guest companies’ tour operators.
And very politely refuse accommodation if reservation request is made by them.

FILING SYSTEMS:

The Reservations department maintains a very efficient filing system, as this is what
forms its basis for easily available documents and data. The documents filed are mainly
of the following types:

 Reservation vouchers fed into the computer for future dates.

 Reservation vouchers of previous dates i.e. expired vouchers.
 Reservation correspondence like faxes and letters received to that end and the
confirmations of the faxes sent to the guest.
 Airport pick-up forms.
 Reservations received for the next year.
FOOD PRODUCTION
 INTRODUCTION

Hotels are justly proud of their reputation for fine cuisine and elegant dining. Food
production is an integral part of the services of the hotel. When the guest arrives at the
hotel he not only expects a comfortable and relaxed stay, but he also expects good food
of the highest possible standard. Especially in today’s time with growing completion it is
very essential that the hotel tries to provide as many food outlets to the guest serving
various kinds of quality cuisine.

Food production is the conversation of food from raw to the palatable state. It is no
longer a profession concealed in mystery like the secrets of ancients. The great wealth of
food knowledge and most of the secrets are available easily. There are principles,
procedures and techniques in food production just as in other departments. Even for
achieving goals of profit, emphasis is not only on quality of food and techniques of
preparation but also on hygiene, nutrition, satisfaction and economy to a customer
 GOALS AND OBJECTIVES

 Production of high quality food

 Cost minimization in production
 Minimize wastage of labor
 Profit maximization by –
 Publicity
 Guest satisfaction
 Variations in existing menu
 JOB DESCRIPTION

KITCHEN EXECUTIVE:

Responsible to : Executive chef

Responsible for : Kitchen section

Duties and responsibilities:

 Responsible for overall smooth functioning of the whole kitchen

 Ensures that prescribed recipes and standards are followed
 Responsible for quality control
 Coordinates with other departments of the hotel
 Prepares duty roasters
 Authorizes requisitions, transfers etc

SOUS CHEF:

Responsible to : Kitchen executive

Responsible for : Chef working under him

Duties and responsibilities:

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

 Issues duty register for his department
 answerable to executive chef for his department
 sanctions leave and overtime to the personnel of his department

CHEF DE PARTIE:

Responsible to : Kitchen executive

Responsible for : Chef working under him

Duties and responsibilities:

 Ensure that the food items are picked up timely and checks portion control
 Takes over the duties of sous chef in his absence
 Prepares store room requisition
 Ensures correct maintenance and usage of equipment

COMMIES:

Responsible to : Kitchen executive

Responsible for : Apprentices

Duties and responsibilities:

 Maintain overall cleanliness

 Prepares the dishes
 Responsible for proper usage of raw materials
 Ensure proper storage of raw materials
 APPRENTICE:

Responsible to : Kitchen executive

Duties and responsibilities:

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

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

KITCHEN SUB-DIVISIONS

1. MAIN KITCHEN:

This section is divided into three parts –

i. Continental kitchen
ii. Pantry
iii. Indian kitchen

2. GARDE MANGER:
This section deals with the cold meat and salads for various outlets such as coffee shop,
room service etc
3. BAKERY:
This is the section of the kitchen working continuously and produces high quality cakes,
pastries, desserts, breads etc. It’s a decentralized kitchen working for 24hrs.

4. BUTCHERY:
Butchery in hotel terminology means ‘meat fabrication’ as it is involved in changing the
form of meat, poultry, fish etc. from unclean and large chunks to clean and appropriate
sizes as required for various purposes.

5. BANQUET KITCHEN:
This kitchen is mainly responsible for the food which is provided in the functions held in
banquets. So this kitchen mainly deals in bulk production.
 REQUISITION AND INDENTING:

Everyday each section of the Kitchen prepares a requesting for all the materials needed
for the next day. The requisition for grocery, perishables and Butchery items are made
separately because they are manned by different personnel. All the requisitions after
being made are sent to the Chef’s office, who approves after carefully going through it.
He takes into account:
a. The stock of items kept in cold walk-ins.
b. The presently available resources.
c. The food cost percentage.
d. The function of the day.

As explained earlier, every section does this process to meet the next day’s requirements.
The Gardemanger section does the above process by the help of CDP and the daily indent
would consist of:

GROCERY: Vinegar, Ketchup, olives, cherries, pasta, mushroom, dry nuts, tuna fish,
mustard powder, etc.

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

BUTCHERY: this would consist of smoked salmon, Kingfish, duck breast, processed
meats like Ham, Salami and Tender loin, etc.
 CONTINENTAL KITCHEN

As the name clearly indicates, it is responsible for the preparation of all continental
dishes and their service to outlets such as La Rochelle, Room service and the banquets.
This section is divided into two parts:

1. Soup Section
2. Hot Range

SOUP SECTION: This is the section preparing all types of soups for all banquet
functions and restaurants. The section has one chef working, who prepares all the soups.
Everyday about 7- 8 soups are prepared excluding the party soups and the quantity
produced is 150 cups of each soup daily. This section also prepares stock of different type
for use in soup section as well in any other part of kitchen as required. The section gets
the raw materials en daily requisition basis to stores and butchery. The soups prepared
everyday includes:

 Mulligatawny soup
 Tomato Shorba soup
 Cream of Tomato soup
 Cream of Leafy Spinach soup
 Cream of Mushroom soup
 Seasonal soups
HOT RANGE: This section of the main kitchen is responsible for preparation of food for
the restaurant buffets in the morning and a la carte menu to the restaurants in the evening.
It is further divided into the following:

1. Vegetable section
2. Grill section
3. Range section
4. Saucier section
5. Pantry section
 IMPORTANT OBSERVATIONS

 The plates are kept in hot oven to keep them hot while serving the dish.
 There is a hot light counter to keep the dish hot till pick- up is done.
 The pick- up is according to the course of the meal and is swift.
 Quite a few ingredients are imported.
 The grilling is of three stages: medium done, rare done and well done.
 Pasta is mostly prepared in olive oil.
 Complaints are very less and are handled by chef.
 Baked potato is provided as an accompaniment in various grill dishes.
 The chef is responsible to set the dishes in platter and to ensure that it looks good and
palatable.
 The staff works with a very strong team spirit and there is healthy coordination
between the various sub- sections.
 GARDE MANGER

The Garde Manger or the Cold Kitchen is the place where all carvings and displays are
carried out. Here the staff is skillful and the work done is very different from the other
kitchens.

Various salad displays, fruit displays, meat platter displays in a decorative and fancy
manner are done to improve the image and the standard of the hotel. Fancy carvings and
decorative displays are always liked by the guests.

The total strength of the kitchen comprises of 7 people. The Garde Manger is a small
kitchen with one walk- in cooler and one traulsen. It is located right beside the Pastry
Kitchen and is not far from the Main Kitchen. Here the items and displays would be
made according to the party sheet. It mainly caters to parties and buffets. The daily
timings are from 0700 hours to 1700 hours. Canapés, sandwiches and similar items are
also made.
 INTER DEPARTMENTAL RELATIONSHIP

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

F & B Outlets

It has already been discussed how the kitchen is related to the F & B outlets. (The outlet
sells what the kitchen provides) the intimate relationship makes the earning and
maximization objective of the F & B department a reality.

Kitchen Stewarding

Stewarding serves the kitchen in the following ways:

 Cleaning of kitchen areas thus ensuring proper hygienic standards

 Cleaning kitchen utensils
 Reporting possible faults I kitchen area and machinery to the engineering and
maintenance department

House- Keeping Department

For uniform.

Other operations:

Kitchen staff and kitchen stewarding department jointly run the staff cafeteria.
 CONCLUSION

When I first began my Industrial Training, I was quite skeptical and unwilling, but went
by ever so quickly and have left me craving for much more. I would have to say that it is
an absolutely fabulous part of the curriculum and perhaps will remain the most
memorable one.

Needless to say that this experience was a highly enriching and educating one as I went
on from one department to another and met and got the opportunity to train under several
highly respected senior professionals. I learnt that every individual is different and that
everyone has something unique to offer. I learnt that every job has its nuances and its
value and that no job is superior to the other. I learnt that one needs to constantly improve
and improvise. I learnt that this is just the beginning of a long road ahead… full of
challenges. But I know that I will be able to run along because I have my foundations
firmly built in. it is here that I got the opportunity to continuously introspect and
improve… as a budding professional and as a human being. I will always look back at the
time spent here with fondness and with pride.

I cannot but thank all the people who have helped in several different ways that will go a
long way in facilitating the commencement of a wonderful journey.