The hospitality industry is a part of larger enterprise known as travel and tourism industry. The travel and tourism is a vast group of business with one goal in common providing necessary and desired products and services to customers and travelers. Accommodation facilities constitute a vital and fundamental part of tourism supply. the important inputs, which flow into the tourism system, is tourism accommodation forming a vital component of tourism superstructure. Definition It is defined by British law as a Place where a bonafide guest receives food and provided he is in a position to pay for it and is in a receivable condition. (Rights of admission reserved). Hotel may be defined as an establishment whose primary business is providing lodging facilities for the general public and which furnishes one or more of the wing services (a) (b) (c) (d) (e) Food and Beverage Services. Room Attendant Services. Laundry Services And use of Furniture and Fixtures. Safety and Security to guest and his Belongings


GROWTH AND DEVELOPMENT OF HOTEL INDUSTRY A Hotel industry is perhaps one of the oldest enterprises in the world with establishment of money as a medium of exchange. Sometime in the 6th century B. C came the first real impetus for people of trade to travel and the earliest Inns were ventures by husbands and wife who used to provide modest wholesome food, quench thirst (mainly wine) and a large hail to stay for travelers against money. Initially Inns were called “Public Houses or Pubs” and the guests were called “Paying Guest”. These conditions remained for several hundred years. The advent of Industri1 Revolution brought ideas progress in the business of Inn keeping. The development of railways and ships made traveling more prominent. The Industrial Revolution also changed travel from social to business status. There was an urge for quick and clean service because the inns were basically self-service institutions.

During the era of 1750 to 1820 the English Inns gained the reputation of being the first in the world and were generally centered on London. In early England public houses were normally called “Inns” or “Taverns’ Normally the name Inn was reserved for finer establishments catering to the nobles while the name Taverns was awarded to the houses frequented by common man. In France the establishments were known as “Hotelleries” and the less pretentious houses called “Cabarets” The name hotel is believed to be derived from the word hotelleries around 1760. In America lodging houses were called “Inn” or “Coffee House’ By 1800 the USA were the leaders in development of first class hotels.


The real growth of the modern hotels took place in the USA beginning with the opening of the “City Hotel” in 1794 in New York. This was the first building erected for hotel purpose. This period also saw the beginning of chain operations under the guidance of E.M. Statiers. A hotel survives on the sale of rooms, food and beverage and other minor operating services like laundry, health club, etc Of these the sale of rooms constitutes a minimum of 50%. In other words, a hotels largest margin of profit comes from room sales as a room once made can be sold over and over again. A good hotel operation ensures optimum room sales to bring about maximum profit. The room sale is dependant on the quality of the room, the decor, the facilities, cleanliness of the room and how safe it is. To make a room appealing to a guest is the duty of the housekeeping which has to ensure the basic human needs of comfort and security. The housekeeping department in a hotel is responsible for cleanliness, maintenance and aesthetic upkeep of the hotel. Just as the name signifies, the role of housekeeping is to keep a clean, comfortable and safe hotel. Its an extension of basic home keeping multiplied into the commercial proportion. Therefore just as we enjoy keeping a sparkling home for ourselves and the guest who visit us, the housekeeping department takes pride in keeping the hotel clean and comfortable so as to create a home away from home. What does a room mean to a guest ? The sale of rooms provides approximately 7O% of the total hotel revenue. A room


not sold on a particular day will lose its opportunity to earn revenue for that day. Because of this feature of rooms they are referred to as highly perishable commodities. The room means a several things to the guest :Every hotel spends a lot of effort in ensuring the quality of beds, mattresses, channel music, attached bar, etc. The comforts must be regularly maintained and should be properly functioning. It is the housekeeping departments duty to ensure this. SAFETY AND SECURITY: The primary device that hotels provide to ensure safety is restricted entry to the room through the door only. Besides this there are double locking systems, strict control of rooms, master keys and safety chain locking systems from within. All electrical wiring in the room should be concealed and no equipments in the room should be faculty. PRIVACY: Room windows are provided with curtains. Superior hotels could have day curtains and heavy night curtains. Windows could normally overlook good scenic view away from the prying eyes of others in the hotel or outside public. The procedure to enter a room is well defined to ensure guest privacy. A guest is provided with entertainment, food and beverage, telephone service, etc. in his room. Thus the guest is free to spend his time fulfilling the purpose of his visit, be it a business or holiday. The housekeeping should provide a list of all facilities and a way to avail them.


CLEANLINESS AND HYGIENE : The housekeeping department has got the most important role to play in this respect. Clean and well maintained areas and equipments create a favorable impression on the guest. Hygiene must be maintained especially in the wash rooms, toilets, pool changing room, health club, etc. DECOR : Colour and design are mood methods whether the guest realizes it or not. The decoration of his room may motivate his like or dislike for the entire operation. Some housekeepers assume the most responsibility for in house decor and some other enlist the assistance of a professional designer. In both cases the aim is to achieve a balance between beauty and practicality. A room is very important to a guest and hence he demands the highest standards in everything the room stands for.

MAJOR INDIAN HOTEL CHAINS The Holiday Inn Group of Hotels in India The Holiday Inn Group Hotels in India has some of the best hotels in India. The hotels are located at the prime tourist centres of India like Agra, Jaipur, Mumbai, Ooty and Goa. The world-class amenities combined perfectly with Indian hospitality mark the various hotels of the Holiday Inn Group of India. You will certainly come ac5roos the best of holidays at the most reasonable rates. So get set go for your dream holiday and retreat with goldem memories to look forward for the next Indian Holiday.   Holiday Inn Mumbai I Bombay Holiday Inn Resort I Goa 5

 

Holiday Inn Agra Holiday Inn Jaipur ITC Welcom group of Hotels in India The ITC Welcomegroup hotels elevate the Indian Standards in 41 business and tourist destinations all over the country including 8 ITC-Welcomgroup Sheraton Hotels. India’s leading chain of luxury hotels in association with Sheraton Hotels Worldwide, gives the global traveler, the best of East and West: traditional Indian hospitality with contemporary international standards. The main hotels of ITC Welcomegroup are :

        

ITC-Welcomegroup Sheraton Hotels Mughal Sheraton, Agra ITC Hotel Windsor Sheraton & Towers, Banglore Chola Sheraton, Chennai ITC Hotel Park Sheraton & Towers, Chennai ITC Hotels Kakatiya Sheraton & Towers, Hyderabad Rajputana Palace Sheraton, Jaipur ITC Hotel Grand Maratha Sheraton & Towers, Mumbal ITC Hotel Mauiya Sheraton & Towers, New Delhi ITC-Welcomegroup Hotels

  

Hotel Marriot Welcom, New Delhi Welcom Heritage Hotels Umaid Bhavan Palace, Jodhpur


Fortune Hotels Fortune Hotel Calicut, Calicut Fortune Hotel The South Park,

Thiruvananathapuram Oberoi Group of Hotels in India The Oberoi Group Hotels was founded by Ral Bahadur MS. Oberoi and have two principal brands — the deluxe Oberoi brand and the first class international Trident brand. Founded in 1934, it owns and runs thirty-five luxury and forst class international hotels in seven countries. Oberoi Group Hotels India are synonymous across the globe for providing the right belnd of service, luxury and efficiency. Five Oberoi Group Hotels are members of The Leading Hotels of the World and eight are members of ‘The leading Small Hotels of the World a select association of international luxury hotels chosen for their extraordinary levels of guest comfort and service. The Oberoi Group Hotels in India have created a niche achieving highest acclaim amongst resort hotels around the world. Internationally recognized for all-around excellence and unparalled levels of service, The Oberoi Hotels in India have been the recipients of innumerable awards and accolades. A distinctive feature of the Oberoi Group of India is its highly motivated and well-trained staff. The leading Oberoi Chain of Hotels are : Hotel Amarvilas, Agra The Trident, Agra The Oberoi, Banglore Oberoi Maidens Hotel, Delhi 7

   

       

The Oberoi, New Delhi Rajvilas Resort, Jaipur Oberol Grand, Kolkata The Oberoi, Mumbai Oberoi Towers, Mumbai Udaivilas Resort, Udaipur The Trident, Udaipur The Trident, Jaipur The Oberoi Group Hotels have two principal brands- The deluxe Oberoi brand and the first class international Trident Brand. Founded in 1934, it owns and runs thirty- five luxury and first class international hotels in seven countries. Oberoi Group Hotels India are synonymous across the globe for providing the right blend of service, luxury and efficiency. Five Oberoi Group Hotels are members of ‘The Leading Hotels of the World’ and eight are members of ‘The Leading Small Hotels of the World a select association of international luxury hotels chosen for their extraordinary levels of guest comfort and service. The Oberoi Group Hotels in India have created a niche achieving highest acclaim amongst resort hotels around the world. Internationally recognized for all-round excellence and unparalleled levels of service, the Oberoi Hotels in India have been the recipients of innumerable awards and accolades. Distinctive feature of the Oberoi Group Hotels of India is its highly motivated dand well-trained staff.


The Taj Group of Hotels in India Initiated by Mr. Jamshedji Nausserwanji Tata, The Taj Group Hotels was started almost a century ago. Starting with the Taj Mahal Hotel, Mumbai (Bombay), The Taj Group India now owns more than 50 hotels worldwide. The Taj Group Hotels in India are grouped into strategic business units to get consistency across the different units in the same brands and standardise the product and service across the brands, making them distinct and indentifiable. These brands have been classified as Luxury, Business and Leisure. Taj Luxury Hotels The Taj Luxury Hotels spread the essence of the Taj experience. With elegantly appointed rooms and modern comforts, these hotels offer the finest standards of hospitality and service. Situated in the main capital and commercial cities of India they maintain the highest standards in all the services they offer. Taj Business Hotels Vibrant and progressive, they retain the warmth and spirit of India. Placed basically in the India’s key commercial cities and towns, the Taj Business Hotels provide every modern facility at attractive rates. These hotels meet the needs of business travellers visiting these cities in the best possible manner. The Taj Business Hotels offer multi- cuisine restaurants and the best corporate facilities in the city.


Taj Leisure Hotels At the Taj Leisure Hotels, you get everything to fulfill your content. The major attractions include idyllic beach resorts, genuine palaces, turn-of-the century garden retreats, hotels located close to historic monuments, pilgrim centres and some of India’s best wildlife sanctuaries. Following is the list of Taj Hotels in India : Taj Luxury Hotels The Taj Westend, Bangalore, Taj Bengal, Calcutta, Kolkata , Taj Coromandel, Taj Krishna, Chennai President,Hyderabad The Taj Mahal Hotel, New Delhi Taj Palace Hotel, New Delhi Fisherman’s Cove, Chennai Fort Aguada Rambagh Beach Resort, Goa The Aguada Hermitage, Goa Taj Exotica, Goa Taj Holiday Village, Goa Taj Garden Retreat, Taj Garden Retreat, Kumarakom Taj Garden Retrat, Thekkady Taj Garden Retreat, Varkala The Taj Other Hotels The Ambassador Hotel, New Delhi, The Sawai Madhopur Lodge, Madhopur 10 Taj Cultural-Centre Hotels Taj view Hotel, Agra Taj Malabar, Cochin Taj Hari Mahal, Jodhpur Palace, Jaipur Lake Palace, Udaipur Jai Mahal Palace, Jaipur Taj Business Hotels Taj Residency, Hyderabad Taj Chennai Taj Banjara, Hyderabad Taj Residency, Bangalore Taj President, Mumbai

The Ambassador Group of Hotels in India The Best Western Group of Hotels are located at the prime tourist locations of India, Mumbal, Chennai, Kolkata, Hyderabad, Khajuraho, Dehradun, Varanasi and Kovalam are some of the major centres. The hotel packages by the Best Western Hotels of India fulfill the needs of the various tourists. The Best Western Group India is a brand name ensuring reliable service, affordable rates, quality accommodation and professionalism. Other than in India, the Best Western International runs more than 4100 independently owned and operated hotels across 84 countries including North America, South America, Europe, Asia, Africa, the Middle East and South Pacific. The Best Western Group has also received an award of ‘Best Value of Money Hotel Chain’ in Europe for three consecutive years. The world-class amenities combined perfectly with Indian traditional hospitality mark the various hotels of the Best Western Group of India. You will certainly come across the best of holidays at the most reasonable rates. So get set go for your dream holiday and retreat with golden memories to look forward for the next Indian Holiday. The Emerald Best Western in Mumbai The Kenilworth Best Western in Kolkata Best Western Swagath Holiday Resort in Kovalam The Amrutha Castle in Hyderabad

   


The Casino Group of Hotels in India The Casino Group Hotels India presents some of the best hotels in India. The hotels are located in tourIst destinations like Casino Hotel Cochin, Spice Coast Cruises Puthenangadi, Coconut Lagoon Kumarakom, Spice Village Bay Thekkady and Marari Beach Resort Alleppey. The beautiful location of these hotels satiates the nature lovers. The Casino Hotels in India have large swimming pools with the multicuisine restaurants serving Indian, Continental, special seafood et al. the rooms of the Casino Hotels of India are elegantly appointed blending tradition with the contemporary trend. The management of the Casino Group of India also organizes activities like the cruises on the backwaters, fishing trips and visits to traditional coir- making units for the guests. The Casino Group Hotels staff serves you with a smile. The world-class amenities combined perfectly with Indian traditional hospitality mark the various hotels of the Casino Group of India. You will certainly come across the best of holidays at the most reasonable rates. So get set go for your dream holiday and retreat with golden memories .to look forward for the next Indian Holiday. Casino Hotel (Kochi) Coconut Lagoon Resort (Kumarakom) The Spice Village Hotel (Thekkady) The Marari Beach (Alleppey) The Clark Group of Hotels in India

   


The Clark Group Hotels in India is a well-known brand in the country as well as abroad. These hotels are located at the major tourist places of India like the Taj city Agra, Jaipur, Shimla and Varanasi. The Clarks Group Hotels of India offer comfort and privacy at the same time. The hotel packages offered by the Clarks Hotels in India satisfies the tourist from all over the world in every way. The world-class amenities combined perfectly with Indian traditional hospitality mark the various Clarks Hotels of India. You will certainly come across the best of holidays at the most reasonable rates. So get set go for your dream holiday and retreat with golden memories to look forward for then next Indian Holiday. Hotel Clarks Shiraz in Agra Hotel Clarks Amer in Jaipur Hotel Clarks Varanasi, Benaras The Tulip Star Group of Hotels in India The Tulip Star Group Hotels in India boast of some of the best hotels in India. The hotels are located at the prime tourist destination dotting the various states of India like the gorgeous Goa, Kerala, Maharashtra, Rajasthan, Delhi, Uttar Pradesh, Uttaranchal, Orissa and Gujurat. The world-class amenities combined perfectly with Indian traditional hospitality mark the various hotels of the Tulip Star Group in India. You will certainly come across rthe best of holidays at the most reasonable rates. So get set go for your dream holiday and retreat with golden memories to look forward for the next Indian Holiday. The various hotels of the Tulip Star Group of Hotels in India are :13

  

   

Bogomallo Resort, Goa Coconut Grove, Goa Kohinoor Continental, Mumbai/ Bombay Hans Plaza, Delhi! New Delhi The Le Meridien Group of Hotels in India The Le Meridien Group India is known for its unique way of serving others professional yet warmly. The Le meridian Group Hotels are present dominantly in the capital city of New Delhi, Mumbai, Chennai, Cochin, Pune and Banglore. The world-class amenities combined perfectly with Indian traditional hospitality mark the various hotels of the Le Meridien Group of India. You will certainly come across the best of holidays at the most reasonable rates. So get set go for your dream holiday and retreat with golden memories to look forward for the next Indian Holiday! The various hotels of the Le Meridien Group Hotels in India are :Le Meridien New Delhi Le Royal Meridien Chennal

 


VARIOUS TYPES OF HOTELS AND THE FACILITIES THEY CAN OFFER The most basic definition of a hotel is a place that offers accommodation, food and beverage for enough money to enable the hotel to make a profit. The profit factor is the reason hotels are built hence all companies view everything in the light of profitabiIity Hotels can be classified according to their degree of luxury, size and their location. a) Degree of Luxury When one classifies hotels according to their degree of luxury, then this refers to the star rating system. The star rating system depends on the number and standard of facilities provided by the hotel. The HRACC (Hotel and restaurant approval and classification committee) which comprises of representatives chosen from the govt. and other trade officials who rate hotels as per the set standards like “necessary” ‘essential’ and “desirable”. b) Size of the hotel - Size of a hotel is directly related to the no. of rooms in a hotel A small hotel is one with a minimum of 100 rooms. A medium hotel is one which has up to 300 rooms. A large hotel is one which has up to 600 rooms and hotels which have rooms more than this are termed as huge hotels c) Location - Hotels are categorized according to the place where it is situated, a hotel can belong to one category, or more. COMMERCIAL HOTEL :-


A commercial hotel is also called a city hotel or a suburban hotel and is situated in the heart of the city or in a busy commercial area and mainly caters to businessmen. It may comprise of one or two blocks of building and may or may not be able to provide with a garden / landscape facility. RESORT :A resort comprises of individual bungalows or small blocks of houses spaced up to indicate relaxation and comfort. It is a hotel situated in resort areas where People go for relaxation and holidays like the foot hills, mountainous area, beaches, TRANSIT HOTEL A transit hotel is situated near a point of entry, mainly catering to transit guests I lay over passengers who are in the process of traveling and have not yet reached their destination. ENTERTAINMENT FACILITIES Water sports like boating, wind surfing, sailing, water skiing, etc. Adventure sports like Para gliding, rock climbing, excursions, etc. Health treatments like hydrotherapy, body massages, excupress etc, stress release massages, aromatherapy, facials, yoga, etc. Swimming pools, gymnasium, sauna, Jacuzzi, etc. Indoor/outdoor games like squash, table tennis, chess, billiards, lawn tennis, etc. Not all the hotels offer the same above mentioned facilities, they differ according to their star category, size, location, etc. However as far as cleanliness and quality of food and service is concerned, every hotel tries it’s best. When it comes to


hotel health related areas etc. It caters to holiday makers and families providing them with lots of entertainment, sports and other extra curricular activities, keeping, there is no hard and fast rule regarding what is correct or wrong because in a market which ever venture makes the most business would be termed successful. OWNERSHIP a) Independent Hotel : These hotels are on an ownership basis and are not affiliated or contract through any other property. The policies, procedures and financial obligations of these hotels are not connected to another hotel, chain or organization. b) Management Contractural Hotel : A type of chain organization that operates properties owned by individuals or partners. Usually the owner retains the legal and financial responsibilities and the operator pays the operating expenses. c) Chains :- A large centralized operation that controls a number of hotels by the same policy has a manpower distribution, etc. Affiliation :- Two or more operations belonging to a corporation, e.g. Hilton Corp, Holiday Inn, Hyatt, etc. Multi – Unit Company is usually with a head office and several branch offices across the country and / or abroad. Franchisee : A big “Multi A big established company (franchiser) grants a particular pattern or format for doing business to another entity (franchisee). 17

The franchisee must adhere to the established pattern of business of the franchiser in all aspects of the operating procedure. This standardization is what enables franchisee chains to expand while maintaining a consistent quality of product or service. Management Contract: A number of properties that are owned by different owners are operated under a single management company.Under this type of contract, the owner or developer usually retains the legal and financial responsibilities for the property. The management company operates the property and gets a pre-agreed fee from the owner. So the investor and manager for one Hotel are different entities. Referral Chains: Usually consists of independent hotels, which have come together for a common purpose. There is usually a reasonable consistency in the quality of operating procedure of each hotel within the ‘referral chain’ to satisfy customer needs. The benefits that each Hotel in the chain may enjoy could be: Extensive centralized reservation system, provision of centralized purchasing, expanded advertising through pooled resources etc. e.g. Best Western Group of Hotels. 3. OTHER CATEGORIES a) Airport hotels: Located on or near the airport premises. Provides temporary food and accommodation for layover passengers, crew members, visitors to the airports etc. Hence all airport hotels are transit hotel but not all transit hotel are airport hotels.


b) Residential hotels: Also called apartment hotels. Rooms are sold on a longterm basis, usually for weeks or months at a stretch to a single client. Amenities are exclusive and occasionally include kitchen facilities. c) Semi Residential hotels : Rooms are sold on a long-term basis as well as on a day-to-day basis. Usually a reduced rate is given to long staying guests. d) Transit hotels: Provides rooms to those guests how are en route to another destination and wants to use the facilities only for a short period of time. The length of stay may be as less as a few hours. They have 24 hours check in and check out time. e) Resort hotels: Located near places of scenic beauties or vacation spots like islands, beaches, hill stations etc. they offer special amenities like spas or health clubs, sports facilities, adventure tourism, special menus etc. informal atmosphere and usually business is seasonal. f) Commercial hotels Situated in the heart of the city in close proximity to the areas of business with easy access to rail stations and airports. Generally corporate clients with a short duration of stay. Facilities offered are of highest standards. g) Retirement hotels :- Hotel with special facilities to cater to senior citizens for a prolonged period of stay. Meals and accommodation are provided with special dietary requirements of elderly clientele. Mild recreational facilities with special designing of the premises are provided.


h) Ecotels Hotel The focus is on operational casino. Accommodation and meals with all first class luxuries are provided. j) Condominiums Involves ownership of a complex with shared costs for

maintenance. Each owner has full benefit of a unit in the form of an apartment or a villa and shares the cost common to the whole complex such as taxes, security and maintenance expenses etc. sometimes with permission of the owner, the villas may be sub let to realize some returns. k) Apartotell : It is an apartment building also used as a hotel. Purchase of the apartment entitles full services of the hotel and during the period that is not occupied it can be added to the hotel pool for getting additional income.) l) Time Sharen : Also known as ‘vacation ownership’ hotels. The concept is that for a set number of days each year and for a stipulated number of years the guest gets the right to enjoy stay and other facilities in an apartment in a hotel. It is like an advance purchase of time in a holiday accommodation. Purchaser has to pay a one time capital sum and then an annual contribution towards the maintenance of the property. m) Boutique hotels :- A small but exclusive hotel. Each room is distinctive and different. A very expensive hotel with personalized service. The variety of services provided is vast as also the quality is exceptionally high. n) Heritage hotels- These include hotel facilities that are built in palaces I forts I castles / havelies / hunting lodges I residences of any size built prior to 1950 and usually with some historical reference. These hotels have all the regular amenities of a 5 star deluxe hotel along with specialized ambience reminiscing of a bygone 20

period and traditional cuisine. There are concentrated on the princely states of India. o) Convention hotels These hotels are usually designed to accommodate large conventions, both in terms of meeting space (50,000 sq. ft or more) and rooms (2000 or more). A full range of business facilities, including conferencing, fax machines, 24 hours Internet service, secretary on hire, language translation etc. are also available. These hotels are non-existent in India as of now. RESIDENTIAL HOTELS A residential hotel mainly caters to long staying guests like foreign students, businessmen, etc. rent is either paid monthly or on quarterly basis but never by the day. A motel is situated on highways and on the perimeters of cities, mainly catering to motorists and must provide parking facilities and a gas station. Usually offers a bed and breakfast package and should not be more than two storey. Boatels is a luxurious hotel away from the mainland like luxury cruise liners, hotels built in the middle of the sea, etc. LOTELS A lotel is a hotel equipped with a heli-pad for helicopter landings. ROTELS A rotel is a hotel on wheels. For example, The Orient Express and The Palace On Wheels. And caravans of Rotels Tours Germany.



FRONT DESK Travel and tour packages Honeymoon Packages Special discounted / festive rates Bell boy / concierge service FOOD & BEVERAGE Conference rooms Banquet halls Speciality Restaurants Bars Discotheques HOUSEKEEPING Laundry Shoe shine Pressing

Foreign exchange Communication / business center Information

Private parties Casinos Coffee shops Room service

Second service Turn down service Valet service



UNIFORMED SERVICE Employees who work in the uniformed service department of the hotel generally provide the most personalized service. Among the primary positions within the uniformed service departments are: • Bell Attendants — persons who provide baggage service between the lobby area and the guestroom • Door Attendants — persons who provide curb-side baggage service and traffic control at the hotel entrance. • Valet Parking Attendants — persons who provide parking services for guests automobiles. • Transportation Personnel — persons who provide transportation services for guests. • Concierges — persons who assist guests by making restaurant reservations, arranging for transportation, and getting tickets for theater, sporting or other special events and so on.



P.A. to General Manager

General Manager’s Office

Door Sliding Door



Cash & Bills

Main Entrance





ATTRIBUTES OF A RONT OFFICE PERSON 1.      2.    3.      4.    PROFESSIONAL OUTLOOK Punctual Positive attitude Maturity in judgment Professional appearance Composed and in control of difficult situations CONGENIAL NATURE Ready Smile Polite behavior Friendly Personality HELPFUL ATTITUDE Sensitivity to guest needs Possessing a sense of humour Quick to respond with intelligence Good Listener Creative & innovative FLEXIBILITY Able to work in shifts Open to another person’s pint of view Team player attitude


WORKSHIFTS Day shift Evening shift 7 A.M. – 4 .M. 2 P.M. – 10 P.M. General Shift Broken 9 A.M. – 6 P.M. 4 hours of each shift With break of atleast two hours Flextime – Flexibility to start the shift as per requirements of the job work compressed work schedule means that the requisite working hours for the week are completed within lesser number of days and the remaining days can be taken off. Job sharing means two part time employees are given the responsibility of carrying out one job in a stipulated time period.





FUNCTIONS OF FRONT OFFICE        Sell guest rooms, register guests, and assign guest rooms Coordinate guest services. Provide information about the hotel, the surrounding environment, and any Attractions or events of interest to guests. Maintain accurate room status information and room key inventories. Maintain guest accounts and monitor credit limits. Produce guest account statements and complete proper financial settlement. OUTLETS OF FRONT OFFICE DEARTMENT RECEPTION RESERVATION CONCIERGE BELLDESK INFORMATION (OPTIONAL) TELEPHONE / COMMUNICATION GUEST RELATIONS CASH BUSINES CENTRE



Different keys are issued to different members of the staff according to their job and responsibilities. These are very important for the security, of the guest belongings and hotel property, and keys are issued out at the beginning of a shift, signed for and returned at the end of the shift. The key issue register is maintained for this purpose. All doors of the guest-room in a hotel lock automatically when closed from outside. This means that the door is double locked. Many hotels have chains inside the room, for extra security. Various types of keys are: Room Keys: There are different keys for each room issued to a guest and it is important that this key is taken back from the guest when checking out. Normally guest keys have a heavy tag to discourage the guest from removing them from the hotel. Sub-Master Key: These are issued to room attendant / chambermaids and normally open doors of a section of room. This key does not open double locked doors and hotel’s usually insist that room attendants / chambermaids wear a key belt around the waist so that they are not accidentally misplaced.


Floor Master Keys: These are used by floor — supervisors and open the doors for one flow. They do not open double locked doors. General Master Key: This opens the doors of any rooms of any floor but does not open double locked doors and is carried by Assistant Housekeeper. Grand Master Keys: It is carried by the Executive Housekeeper and in her absence by the security manager or duty manager. It opens all double locked doors and can even open double locked doors from outside. Card System Electronic card system replaces keys and offer more security as each guest is issued a card with a different program. The card system cuts out the danger of the room being locked in the case of the key getting misplaced. This type of roomlocking mechanism uses regular door locks and special plastic cards that act as keys to unlock the doors. The plastic card looks like credit card with holes punched in them, some have a magnetic strip. The system uses a computer, which codes the card to lock and unlock doors. If a card is lost or stolen, the procedure for re-keying is quick and inexpensive.


A log can be used to monitor the distribution of master keys. This log should include the date, time, and the name of the person who signed for a particular key. Every time the employee receives or returns a master key, he or she should be required to initial or sign the log. The person issuing the keys should also initial or sign the log for each master key transaction. Employees issued keys should keep the keys on their persons all the times. Key belts, wristbands, or chains are recommended devices for keeping track of master keys. Room attendants are also responsible for retrieving the guest-room key if the guest leaves the key in the room. The key should always be returned back into the custody of the Front Office.


HOTEL XYZ KEY CONTROL DATE _________ TIME ___________









3. 4.






SERVICE STANDARDS INCOMING-CALLS 1. 2. 3. All telephone calls will be attended before the 3rd ring. Identify the name of the hotel and wish the time of the day. In case of no further immediate response from the calling party, say “May I Help you, 4. In case the operator is busy in attending other calls, always say “Kindly hold on” and promptly attend to them thereafter by saying “sorry to keep on hold” May I help you. 5. The operator will carefully listen to the guest requirements and act

instantly. 6. While connecting the call to the room or to the officers give two short rings and wait for 5 second for the response. In case there is no response repeat the procedure. In case of VIPs, ask the calling party the name and inform the VIP guest about the same before connecting the call. Should the party accept the call only then connect the call. In case there is no response from the guest / officer’s room inquire from the reception the whereabouts of the guest and connect the call accordingly. In case the guest / officer is out of the hotel, ask the calling party if he would like to leave a message. If so, connect him to information desk at Front Office.


OUTGOING CALLS 1. While attending an internal call, wish the time of the day and say, “May I help you’,. 2. In case’ the calling party wants a local number, note it carefully and confirm it with the calling party. 3. Connect the number immediately, follow the call and inform the guest that the desired number is on the line. 4. In case there is no response after trying twice or the number is busy inform the guest politely and assure him that you will try the number again at the earliest and when the number is available, put the call through 5. In case the requested number is busy, the operator will say “Your number is busy kindly bold the line Sir / Madam” and respond to it at the earliest within two minutes. In case it is not possible to call within two minutes then say “I will call you back Sir/Madam” LONG DISTANCE CALLS 1. While booking a long distance call, note down the required information, as per call booking proforma, carefully and confirm it with the guest. 2. 3. Book the call with P&T at the earliest within 5 minutes. Before putting a long distance call through, bring the calling party on the line and after confirming the number and other required details put the call through. 4. In case the number / pp is not available, inform the guest politely and ask him how his call should be followed up next and act accordingly.



Long distance call will always be followed up with P&T Department time and again. It will be ensured that the call matures within the prescribed norms of the P&T Department.


When the long distance call is through, note down the duration of the call and immediately prepare a bill and send it to the Front Office immediately not later than 15 minutes.


In case there is a trunck call for an extension which is busy with a local call the operator will say “Sorry for the interruption Sir / Madam, there is a trunk call for you.”

Status Board: This is to give information regarding closed dates and open dates. Normally closed dates are referred to as the dates. For group booking enquiry, one has to refer to the exact position of the day. Filing System: The effectiveness of any filing system is judged by purging papers from the files. It is very easy to file papers, but it should be equally easy to take out the paper from the files when required. Filing system will depend on the load factor and space available. Movement List This is the list which details the guests movement in the house for the day. It does not matter whether you operate on Diary system or any other system, movement list is prepared in every reservation office every day. This is prepared a day in advance in the evening hours in large hotels, and in smaller hotels it is prepared in the early morning hours of the day.


RESERVATIONS Functions of reservations: Conducting reservation enquiries Determining room and rate availability Creating reservation records Confirming reservations records Maintaining reservations records Producing reservations records Types of reservations: Guaranteed Reservations:- This type of reservation ensures that the hotel will hold a room for the guest for one night following his schedule date of arrival and the guest, in turn, guarantees to pay for the room, even when he fails to turn up, unless the reservation is cancelled according to the hotel’s cancellation procedure.

Methods of guararteeing a reservation:       Prepayment Credit Card Advance Deposit Travel Agent Vouchers Miscellaneous Charge Order Bill To Company Letters.



Non-guaranteed Reservation:- In this type of reservation, the hotel agrees to hold a room for the guest until a stated reservation cancellation hour (usually 6 RM.) on the day of arrival. Here, there is no guarantee of payment for no-shows. If the guest does not arrive by the stipulated hour, the hotel is free to sell the room.

Modes of reservation: 1. By telephone 2. By telex 3. By facsimile 4. By any kind of electronic media S. In person Sources of reservation: 1. Central Reservation Network — a) Affiliated and b) Non-affiliated 2. Inter-sell Agencies 3. Travel Agencies 4. Companies 5. Institutions 6. Government Organizations 7. Non-government Organizations 8. Airlines 9. Global Distribution System 10. Direct







Hotels have developed various room rate categories to attract different markets. number of potential sales in a market, and other factors. Commonly used room rate categories are rack rate, corporate rate, commercial rate, military/educational


rate, group rate, family rate, American plan, half day rate, and complimentary rate or company. a Rack rate it is the highest room rate charged by the hotel and is given to a guest who does not fall into any particular category, such as walk-in who requests a room for the night. b. Corporate rate This is the room rate offered to the business people staying in e hotel. This category can be broken down into business people who are frequent guests and guests who are employees of a corporation that has contracted for a rate that reflects all business from that corporation. c. Commercial rate These are room rates for business people who represent a company and have infrequent or sporadic patterns of travel. Collectively this group can be a major segment of hotel guests and thus warrant a special program. d. Military and Educational rate : These are room rates established for military personnel and educators, because they travel on restricted travel expense accounts and are price conscious. e Group rates : These are room rates offered to large groups of people visiting the hotel for a common reason. The marketing and sales department usually negotiates this rate with a travel agent or a professional organization. f. Family rates: Room rate offered to encourage visits by families with children, are offered during seasonal or promotional times.


g. Package rates : Room rate that include goods and services in addition to rental of a room, are developed by marketing and sales department to lure guests into a hotel during low sales periods. For example, a bridal suite package any include complimentary champagne, cheese and cracker basket, flowers and I or a complimentary breakfast. h. Day rate : A frequently used rate classification is the half day rate, a room rate based on length of guest stay in a room, which is applied to guests who use a room for only three or four hours of a day to rest after sightseeing or shopping or between air flights. i. Complimentary rate : A rate for which there is no charge to the guest. The management of the hotel reserves the right to grant complimentary rooms for various reasons. Guests who are part of the hotel’s management hierarchy or personnel group may receive a complimentary room as a fringe benefit.


STEP 1. The reservation request, which is received through any of the modes of reservation is noted down on a RR form or RR envelope after checking the wall charts or CRS chart for the availability status of rooms. The following details must be taken: a) b) c) d) e) f) g) h) i) j) STEP 2 The reservation request is then transferred to the Hotel Diary or The Reservations Diary either manually or in the computer where the information is stored as per the arrival date of the guest. STEP 3. The reservation is automatically updated in the room wall charts i.e. the Density Chart or Advance Letting Chart and the Room Status Boards. 42 Name of the guest and accompanying persons. Designation, company name and address. Date of arrival Date of departure Mode of arrival and time. Room type and meal plans and packages if any. Mode of payment. Method of guarantee. Special instructions like A/P pick-up, preference of rooms, etc. Name and contact no. of the caller.

STEP 4. A confirmation voucher is issued against the reservation request and the reservation documents along with all correspondence is filed alphabetically and date-wise and retrieved only the evening prior to the date of arrival. CANCELLATION I AMMENDMENT PROCEDURES STEP 1. On receiving a request for cancellation I amendment, following details must be recorded: a) b) c) d) e) Name of the guest with company name and designation. Date of arrival New date of arrival in case of amendments. Name and contact no. of the caller. Generate and record a cancellation no.

STEP 2. The changes are recorded in the Hotel Diary. STEP 3. The changes are recorded in the Wall Chart and Room Status Board. STEP 4. The case of cancellations, a report is generated called the Cancellation Report,. which summarizes all cancellations on a particular day. The purpose of this report is to investigate the reason for cancellations and study the trends.



Date : __________

S. No.

Reser Card No.

Type of Room


No. of pax

Booked By

Dep. Date

Billed Instructions & Remarks


Arrival Departure















ON ARRIVAL 1. 2. 3. 4. Welcome Guest. Ascertain Room Requirement, cross check with the Movement list. Hand over the Guest Registration Card (GRC) along with an open pen to the guest. Assist the guest in filling up the GRC. While the guest is filling up the GRC, you select a room from the list of ready rooms, keeping in mind: a) b) Guest’s choice, if any. Room is free for the entire duration of guest’s stay i.e. it is not blocked for any other guest during the period, or it not likely to be put under maintenance. c) d) 5. You are filling the hotel in pattern. Key is available at the Reception along with the proper key tag. e) And prepare the welcome card. Ensure that you have all the details on the GRC filled in properly. Pay special attention to the following: a) Spellings of the Guest’s name. b) Complete postal address of the guest. c) Expected date and time of departure. d) Complete passport details of the foreigners. e) Details of “Certificate of Registration” from foreigners who have stayed in India for more than 90 days, and Nationals of Pakistan and China. f) Guest’s signature. g) How the guest will settle the bill. 6. In case the guest will settle his bill directly, and it is the case of Scanty Baggage (SB), then: Request the guest to make “On account” payment or


take the impression of Credit card on the charge slip and guest’s signature, as the case may be. 7. Hand over the resident card to the guest and request him to sign it. Also hand over any letter or message etc. of the guest, already received. 8. Announce the Room No., Tariff, and brief location of the Room to the guest. 9. Introduce guest to the bell boy, having over key to the bell boy, and wish your guest a pleasant stay. POST ARRIVAL 1. 2. 3. 4. Sign the GRC Make notification slip and update the Room Rack and Information Rack. Make entry in the alphabetic register. Despatch notification slip to the a) Telephone Exchange b) Room Service c) House Keeping 5. 6. Get the telephone connection released. Tick the guests’ name in the movement list and write down room no. allotted against guests’ name. 7. 8. 9. 10. Make entry in the arrival register. Open bill folio and note down billing instructions in full oil to it. Update Room position. Make C — Form in case of Foreigners or Non Resident Indian with foreign citizenship.


HANDLING GROUP ARRIVAL AT RECEPTION PRE ARRIVAL 1. Take out all the documents pertaining to the Group and staple them together. 2. Check Group room requirement from the voucher or confirmation letter, and note any special rooming requirement. Block room in the Room Rack/Room plan and inform House-keeping to make the room ready before the arrival of the group. Ensure that keys of all the rooms are available at the reception. Inform the concerned person to make arrangements for traditional welcome, if any. Inform Barman to keep the welcome drink ready, if any Take final room clearance from the house-keeping. Have 3 copies of naming list ready and make tentative room allocation on the naming list with pencil. Have 3 copies of the passport list ready (If available) or ask tour leader for one with room key. 10. 11. Prepare welcome cards, and put them in the envelopes of each room along Check that amenities to be provided in the room of Group Leader are placed there. 12. 13. 14. 15. Inform Bell Captain the expected time of arrival. Check for any mail or messages for the group. Reserve a locker for the group leader with the cashier. Pre-register the group. 48

ON ARRIVAL 1. 2. 3. Extend welcome / traditional welcome to the group. Get the welcome drink served in. Hand over the naming list on which rooms have been allotted, to the group leader for distribution. Make changes if any on all the copies. 4. Hand over the envelopes containing keys and welcome cards, and group mail to the group leader. Help in the distribution of the envelopes and briefly explain location of the rooms to the group members. 5. Check the baggage count from the Bell captain and inform the number of bags to the group leader, for approval. 6. Hand over a copy of the rooming list to the Bell captain for marking the luggage. 7. Present the pre-registered GRC for the group leader’s signatures. Note down the number of bags on the GRC. 8. Take the original voucher from the group leader and note down instructions for the group meals. Preferably have the F & B Manager introduced to the group leader. 9. 10. Check with the group leader for wake up call and baggage down time. Hand over group leader’s room key envelope and wish a pleasant stay.

POST ARRIVAL 1. 2. 3. Sign the GRC Ensure that the luggage has been sent to the rooms. Prepare group arrival notification and distribute to: General Manager Chef Ex. House Keeper 49

F & B Manager Bell Captain Telephone Exchange Group Leader (Performa attached) 4. 5. 6. 7. 8. 9. 10. Make entry in the Arrival Register. Keep one copy of the Group Rooming list in the group file. Update room rack / room plan and Information rack. Make C — Form (In case of foreigners). Note down wake call time in the wake call register. Up date room position. Tick the group name in the movement list and write down group leader’s room number against group name. 11. Open 2 bills, one for the bill to be raised as per the TA’s voucher and other for the extra charges to be collected directly. Attach the original and duplicate voucher and rooming list along with the bill. 12. Make entry by Group name in the alphabetic register.

REGISTRATION OF FOREIGNERS The Registration of Foreigner’s Act, 1939 Section 3 (E) Rule 14, makes it obligatory on the part of Hotels / Dak Bungalows / Rest houses to send information of the Foreigners registered in such places. In cities like Delhi, Mumbai, Kolkata and Chennai, the Hotels are required to send the information to the Foreigners Regional Registration Office (FRRO) within 24 hours of the guest’s arrival.


In other cities and towns, the information is to be sent within 24 hours of the guest’s arrival to the office of the Superintendent of Police of the area or town. The format for sending information is laid down in the act as Form — C. This information in C — Form is to be sent in duplicate in cases of small cities and towns, since office of the police superintendent keeps one copy and sends other copy to the FRRO. The Foreigners Regional Registration Offices are situateó at Delhi, Mumbai, Kolkata and Chennai for the North, West, East & South. For Nationals of Nepal and Bhutan, it is not required that a C — Form be prepared, since these nationals can visit India without a passport. VISA Citizens of all (including commonwealth) countries require an appropriate (Entry, Transit or Tourist) Visa. The Visa must be obtained abroad from an Indian mission. Tourist Visa is generally valid for 90 days stay in India, specifying the places which can be visited, with specific number of entries. C - FORM FOR F.F.I.T. At the time of checking in, a Foreigner guest is required to fill in his/her passport details in the columns provided in the Guest Registration Form of the Hotel. The receptionist should ensure that the details given by the guest tally with the passport of the guest. These details are the basis of making C — Form. For every FFIT, a separate C — Form is to be made. At the Reception, it is absolutely essential that the receptionist obtains the passport details of all the guests registered to stay in one room. For example: if a Foreign couple checks into a Double room, then passport details of both are required to be noted, unless they have a common passport. It is also important to 51

note that persons of same nationality can be included in one C — Form. If couple has same nationality then a single C — Form, mentioning both names and passport details will be sufficient, but in case their nationality is different, then 2 separate C — Forms will have to be prepared. GROUP C - FORM The Group leader on arrival at the Hotel provides the passport details of all the group members and signs the Guest Registration Form on behalf of the Group. If the group members are of same nationality, then a single C — Form for the entire group is sufficient along with which the passport list is attached. But in case if the members are of various nationalities, then separate C — Forms as per the number of different nationalities shall be required. Foreign Nationals from Pakistan and China, and a visitor whose Visa is issued for over 90 days, must obtain his/her Certificate of Registration by getting registered with the FRRO within 7 days of arrival/extension, and must obtain an exit endorsement on the Registration certificate from the same office before departure. For foreigners who stay in India for more than 90 days, Income Tax clearance certificate is required. This is issued by the Foreign section of Income Tax (ITO). One has to observe the instructions under the Currency regulations and changing money to facilitate its issue. (Declare if you have brought $1000 or more on arrival in the currency declaration form CDF attested by the custom officer, and obtain receipt whenever you change money).



ARRIVALS APPRIVALS ON ________ INDIANS ______________ FOREIGNERS _________



Name of the guest


No. of Pax A C

Rate Rs.

Arr. From

Arr Time

Exp. Dep. Date

Address proceeding

Date of Arrv. In India

Purpose of Visit


No. of Rooms Occupied by 1. 2. Foreigners Indians Room Occupancy __________________ Room Sale Rs._____________________ Bed Occupancy ____________________ DBLS _____________________ % of DBLS SGLS ____________________ DBLS Suites P/PROT No. of Date & Place of Issue C. Form No. Wallk in Resv by Receptionist Sign


THE REGISTRATION OF FOREIGNERS RULE – 1939 NO. ______________________ HOTEL ARRIVAL REPORT 1. Name of the Hotel / Guest House / Dak Bungalow / etc _____________________



Name of Foreign Visitor in Full ____________________________________ (In block letters, Surname first )

3. 4. 5.

Nationality _____________________________________________________ Number, date & Place of issue of Passport ___________________________ Address in India ________________________________________________ (other than tourists)

6. 7. 8. 9. 10.

Date of Arrival in India ___________________________________________ Arrived from ___________________________________________________ Proposed duration of stay in India __________________________________ Whether employed in India _______________________________________ Number, Date and office of issue of Certificate of registration, if any ___________________________________

Date _________________________

(For Manager/Visitor) Signatures


GUEST _______________________________ ARRIVAL DATE ________________________ FLOER ARRANGEMENT : LARGE

ROOM NO.__________________ TIME _______________________ MEDIUM SMALL






OTHER INSTRUCTIONS ____________________________________________ _________________________________________________________________ _________________________________________________________________

DATE _______________ TIME _______________ SIGNATURE __________






PROCEDURES FOR KEEPING THE BAGGAGE IN THE LEFT LUGGAGE ROOM 1. On receipt of baggage to be kept in the luggage room, count the no, of pieces, fill up a proforma in triplicate and attach one copy to the baggage, give the second copy to the guest and the third copy is to be retained in the book. 2. Perishable items will not be accepted. While accepting any baggage it will be ensured that they are locked and sealed. 3. The baggage will be kept in the luggage room and the slip will be tied. In case there is more than one piece the same will be covered with a note. 4. 5. Fragile items will be stored carefully. The baggage will be realized from the luggage room after matching the guest slip with baggage slip. 6. In case the baggage is kept for more than 24 hours, Rs. ( ) per baggage per day will be charged for which a bill will be raised. Two copies of the bill will be made. First copy will be given to the guest. This original copy of the bill along with the money will be taken to the Cashier who would stamp ‘paid’ and sign and receive the cash. Second copy remains as a record copy. A register providing details is to be maintained. 7. In case the baggage is not claimed within 7 days, the matter will be reported to the Front Office Manage / Security Manage. 8. No baggage will be taken for storing beyond 15 days.




BACK CONDITIONS 1. 2. 3. 4. 5. The management takes on responsibility for goods damaged by fire, water, theft, or from other causes. No jewellery, cash, precious stones, and articles will be received for storage. The owner / owners must sign left luggage register for the purpose of deposited luggage. Luggage will be handed over only on receipt of original luggage receipt. No. eatable item should be stored.


Departure Procedure for FITs Step 1The request for preparing the bills and bringing down the luggage is received by Cashier and bell Desk, when the guest informs the reception that he is ready to check-out. The Bell boy opens the Departure Errand Card and the Cashier checks the Guests mode of payment. If the payment is direct, the Cashier cross checks the folio entries with all the Vouchers in the folio bucket and prepares the final BilL If the payment is indirect, the cashier checks whether the BTC letter/TA voucher/MCO has been received and in case of Credit Cards, checks the floor limit and requests authorization where required before cross checking the vouchers and preparing the final Bill. (BTC — Bill to company letter) Step 2The Bell boy brings the guests luggage down after making a cursory check in the room for any damages or any missing hotel property (if any, should be brought to the immediate notice of LM) The guest is directed towards the Cash counter for completing the settlement formalities. Step 3The Bell boy deposits the keys at the reception and takes the sign of the FOA on the Errand Card. He checks at the information counter for any undespatched mail/msg/ etc. and takes sign of FOA on the Errand Card and lastly takes the


Cashier’s sign an the Errand Card after all billing functions have been completed at the cash counter. The EQA updates the room status and intimates Housekeeping and Room Service of the departure. Entry is made on the departure side of the A & D register. Now the Bell boy can load the luggage onto the guest vehicle after noting the number on the Errand Card. Deparature Procedure for Groups Step-1 At a pre-arranged time, all the group members deposit their packed luggage outside the door of their rooms and gather in the lobby. The Bell boy assigned to the group check-out stacks all the luggage trolleys and brings it down in the service elevator. They must also check the rooms for any damages and missing property. The luggage is stacked behind the Bell desk and entries are made in the Departure Errand Card. Step-2 The group leader is presented with the Master Folio which has to be checked and signed before settlement. Any incidental expenses of the group members has to be collected. Reception has to make sure that all the room keys have been returned. The room status is updated and all departments are intimated of the group departure. An entry is made in the departure side of the A & D register.


Step-3 Luggage is loaded onto the group vehicle and the no. is noted on the Departiie Errand Card. REBATES / ALLOWANCE Before passing any rebates the Front Office Cashier must verify that the same is duly authorized by the Front Office Manager / Lobby Manager. In case of any over charge is pointed out by the guest in his bill, the cashier shall refer the same to the Lobby Manager and if approved by him, the required credit should be given to the guest by allowance voucher. Airline employees, hoteliers and travel agents or other persons duly authorized by the Management are entitled to special concessional room rates for which rebate shall be passed if approved by Front Office Manager / Lobby Manager. The rebate for such persons should be got approved in advance the departure of the guest. All other miscellaneous charges, vouchers, allowances, miscellaneous credit vouchers, transfers, sent to them by the City Leader Department are also posted as and when received by them. The posting of vouchers, checks in no case should be left pending and done immediately on receipt. When the guest approaches the cashier for the exchange of foreign currency, the cashier should fill up the currency exchange voucher giving complete particulars i.e. name, nationality, room no., passport number, etc., to get the voucher signed from the guest and then exchange the currency.


The original voucher is given to the guest for his record, the duplicate shall be attached with the currency exchanged and turned in to the general cashier while the third copy remains in the book for record purposes. ALLOWANCE VOUCHER



_______ ON ROOM NO.












What is a complaint ? It is an expression (written or verbal) of resentment of displeasure. When do guests complain ? Mostly it is a series of little incidents that build up to a point where just one more thing makes the guest snap. These incidents may not be internal (concerned with the Hotel) or external. Whatever the stimulus / stimuli, the Hotel cannot deny its responsibility. Why guests complain • • • • • Quality of the product or service may be acceptable. Wrong product or service is offered. Choice is unacceptable to the guest or rather limited. Timing is wrong. Frustration due to a feeling of being ignored or being patronized. What causes complaints ? • • • Where a member of staff has failed in his duty to the guest. Where the guest is kept waiting without explanations. Where there brews a misunderstanding I miscommunication between the guest and a member of the staff. • Where an amenity or facility that has been always provided as a part of the perquisites to the guest is stopped or interrupted with or without explanation. • Where the guest feels that he is not getting his value for money. Guest’s expectation in lodging a complaint • • To be treated courteously. To be believed. 64

• • •

A satisfactory result. To feel that the management of the Hotel values them. To believe that the problem will not be repeated. Complaints are sales opportunities and not negative confrontations Complaints help to highlight both the good and bad points of the organization. Handling complaints

• • •

Avoid conflict. Accept and apologize. Be polite and patient. Let the guest vent his anger completely before interrupting him. Let him repeat the entire incident verbally that has made him angry, as this may prove therapeutic and exhaust his frustration.

• • • •

Ask probing questions. Try to identify his needs. Show sympathy. Display humility. Avoid arrogance. If possible invite him to sit down. Never try to justify. Give explanations only when the guest is asking for it and it is relevant to solving the problem.

• • • • •

Do not pass the buck. Take responsibility. Listen carefully. Make written notes if necessary. Try to settle the problem on the spot. If not possible, ensure a follow up action and a feedback to the guest at the earliest. At no point of time let the guest take control of the situation. Always use deft and diplomatic manipulation to ensure that you empathize with the guest. Always ensure that a complaining guest is well outside the hearing range of the other guest.


Benefits derived from complaints • • • • • • • They highlight guests’ views, expectations and needs. They reveal weaknesses and flaws in standards and systems. They provide free quality control. They highlight priorities. They provide free auditing. They provide free market research. They can be a means of getting capital expenditure approval from the Company accounts. • • • • • • • • • • They prevent complacency amongst the staff members. They identify training needs. They prevent re-occurrence of an event. They provide additional opportunity for guest contact. They provide extra sales opportunity. They help in customer retention, as a happy guest is always a loyal guest. They help to develop staff morale and inter departmental communication. They can be used to develop strong social skill amongst staff members. They provide a board to the senior management to participate in day to day operations. They lead to increased profitability. Facts about complaints • For every one person that complaints, there are at least five others who keep quiet and all these six will tell at least six persons each. So 1 complaint may mean you lose 36 guests. • One satisfied guest might bring three new guests.


Finding new guests is very difficult and it costs 4 to 5 times more money than it takes to look after an existing guest.







ROLE OF HOUSEKEEPING The housekeeper is the only departmental head who has access to every department. The only departmental head to maintains regular relation with other departmental heads and thus obtains an overview of the entire operation. The house/keeping staffs are the eyes and ears of the management. The guest indeed forms an instantaneous impression when walks into the lobby of the hotel which is either enhanced or diminished as he moves from the front office to the elevator and then down the corridor towards the room i.e. approaching with either mild anticipation or otherwise. When the guest enters room however all previous impressions are immediately supplemented by a virtually total response to the room itself. The rooms are the heart of the hotel unless the decor is appropriate, the air odor free and the furnishing spotlessly clean, the hotel has lost the guest and as well a potential repeat customer forever. The Executive h/keeper and the supervisory team seek out potential employees and train them properly to get maximum output. The Executive must be constantly in touch with the new products in market, new cost saving devices and accessories. Since no hotel wants to room a guest in an unclean room, the house/keeping department must provide the front office with the proper information about the ready rooms in order to meet the anticipated arrivals of the day. The Executive is involved in the management planning not just on the day to day basis but in terms of total knowledge of the operation. Housekeeping is that which deals essentially with cleanliness and all the ancillary services attached to it. Cleanliness is


important for health and also for well being. One can clean by a dirty method but one has to be taught the clean and the right method. A guest spends more time in his room than he spends in any other part of the hotel. So he can check up the cleanliness if he wishes. Therefore everything should be clean and up to date. The bathroom in particular is the most sensitive place and a dirty toilet or a basin makes a guest feel revolted. An international guest is fussier one and wants utmost cleanliness everywhere. The decor and good order of maintenance of any hotel also plays a large role in creating a comfortable impression for the guest. Decent room supplies and services like laundry and dry cleaning services show again that the hotel is considering the guest’s comfort and wishing to please him. In most hotels the major part of revenue comes from the rooms. A room empty for one night loses the possible revenue forever. Cleanliness may be a reason for high or low — occupancy. This simply shows the importance of cleanliness though lack of furnishing and modernizing can also be a reason for poor occupancy. Not only the guest are getting the impression of a hotel from the house/keeping department through a room, but also the guest who are invited to functions at the hotel, guest who call on a room guest for a visit. From the cleanliness of the lobby, restaurant, public area, public area toilets and also from the state of cleanliness of the staff uniform a guest can judge a lot about the hotel the result of which may be positive or negative. Trade magazines also do a monthly assessment of hotels, they mention usually small details: • • • How often the rooms are serviced. Whether the guest supplies are according to the standard. How many specialty restaurant or coffee shop or bar they have. 71

The fulfillment of these criteria gives the hotel its desired category. Thus we can see the house/keeping is responsible for overall cleanliness of the establishment and helps the other departments to get more business and earn profit. Housekeeping being such a large contributor to the profit factor plays a major role as an individual department and has position of its own. IMPORTANCE OF HOUSEKEEPING 1. Housekeeping is a department that deals essentially with cleanliness and all the ancillary services attached to that. 2. Cleanliness is important for health foremost and also for well being. One cannot feel comfortable in an environment that is not clean and well ordered. 3. The hygiene of housekeeping is essential. One can clean by dirty methods, but in our courses we have to stress and demonstrate clean and correct methods. The hygiene factor must always be present. 4. Housekeeping in a hotel provides the accommodation for the guests. A guest spends more time alone in the room than he spends alone in any other part of the hotel, therefore he can check on the standards of cleanliness of a room and he doesn’t find it clean then he would loose his confidence in the hotel and change over to another one. 5. The guest linen provided in the room should also be of superior quality and hygienically cleaned as the guest is going to touch it to his body. Dirty linen is unforgiving in any hotel. The pillows and the mattress as well should be checked before letting out the room for the next guest.


6. 7.

Housekeeping provides second service as per the request of the guest. Other services provided are laundry, dry cleaning, pressing, shoe polishing, valet service, etc.


Now days in most hotels, the maximum revenue comes from the sale of rooms, therefore stress must be paid to proper cleanliness of guest rooms and all public areas which are in continuous contact with the guests.


Cleanliness involves health which is happiness in our life, therefore it’s not something to be ignored at our homes as well as at our work place.


KNOWLEDGE OF ROOMS The sale of rooms constitutes approx. 50% or more of the total hotel revenue earned by a hotel. A ‘sale’ of room would mean the leasing of the room for occupation for 24 hours at a predetermined cost. A room not sold on a particular day has lost it’s opportunity to earn revenue for that day. Hence rooms are referred to as highly perishable commodities. The loss of an opportunity to sell a room can also be due to inefficiency of housekeeping in having a room ready when required. What does a room mean to a guest ? • • • • • It means comfort. It means security It means privacy It means convenience It means cleanliness and hygiene Above all, the room is very personal to a guest. Hence he demands the highest standards in everything that the room stands for. Rooms at any time may be occupied (let), vacated (guest has left) or vacant (not occupied last night) and the amount of cleaning given to each room will vary. All rooms require a comfortable, clean and presentable appearance and the work to be done in an occupied room will be enough to maintain this image. In a vacated room all signs of the previous guest have to be removed and the room made ready for a new arrival. A vacant room is one that has not been occupied since the last cleaning.


DIFFERENT TYPES OF ROOMS SINGLE ROOM A room meant for single occupancy having one single bed having two side tables. It is a standard room having a dressing-cum-writing table. DOUBLE ROOM A room with one double bed meant for two people but can be sold on single occupancy. It is a standard room having a dressing-cum-writing table. TWIN ROOM A room with two single beds meant for two people having only one bed side table between the two beds. It has a dressing-cum-writing table. HOLLYWOOD TWIN A room with two single beds and one single headboard meant for two people. If need arises the two beds can be bridged together to make it appear as a double A parlour set up with a studio bed which acts as a sofa during the day and can be converted to a bed during the night. PARLOUR A parlour is a sitting room or a living room not used as a bedroom. The guest are allowed to sit and be entertained in the parlour. INTERCONNECTED ROOM Two rooms adjacent to each other having an interconnecting door allowing entry from one room to another, without having to go into the corridor. The interconnecting doors can be opened when required or locked as per the guest request.


SUITE This is a set of rooms consisting of a parlour connecting one or more bedrooms. It has more facilities than a standard room and this more expensive. The rates of this room is much higher because: a) b) The size of the rooms are larger, more comforting and has more privacy. It has more facilities like an extra television, a mini fridge, mini bar, etc. c) Particular decor and colour scheme to suit the theme of the suite. d) e) Large and elaborate furniture. It has sitting arrangements separate from the bedding arrangement.

PENTHOUSE SUITE A suite which has a set of rooms situated on the top most floor of the building has at least one room open to the sky. DUPLEX ROOM A set of rooms not on the same level but it is connected by an internal staircase. Generally, the parlour is at the lower level and the bedrooms are at the upper level. This is a large bedroom with a sitting area provided with chairs and usually a sofa. There is a dressing table as well as a writing table. Newspapers and other business related magazines are also provided. A room that provides some sort of kitchen facilities or a small kitchen etc. & is found in motels and residential hotels. Formally a room used for changing purpose was called a cabana. It is a room away from the main building having all basic facilities, mainly situated next to a


swimming pool. The decor would not be too luxurious and attractive therefore the rate is less. It is a type of room which has a Murphy bed. All the above mentioned rooms may be furnished with extra roll-away cots on the demand of the guest at an extra charge. All rooms normally have attached bathrooms. Exceptions would be in hostels where common bathrooms per floor are more economical for the guest and management for the low charges they levy on rooms. ORGANISATION CHART OF A HOUSEKEEPING DEPARTMENT The scope of housekeeping embraces the entire hotel, naturally the largest work force of the hotel belongs to the housekeeping department. It would be appropriate at this stage to ascertain as to who comprise housekeeping department. ORGANISATION CHART OF A LARGE HOTEL GENERAL MANAGER RESIDENTIAL MANAGER EXECUTIVE / FRONT OFFICE MANAGER ASSISTANT HOUSEKEEPING / DEPUTY HOUSEKEEPING







GUEST ROOMS SUPPLIES ON THE BED Mattress, mattress protector, bed sheets, blanket, bed spread, pillows, pillow slips, pillow cover. ON THE BED SIDE TABLE Telephone, intercom directory, telephone directory, scribbling pad, pen / pencil, ashtray, flask of water with two glasses, music panel, Bible, Gita and Quoran on the lower shelf. ON THE COFFEE TABLE Daily newspaper, ashtray with match box, periodical hotel magazine. SOFT FURNISHING IN THE ROOM Drape / heavy curtains, sheer / lace curtains, Venetian blinds, cushions, carpet on the floor, sofa covers. ON THE DRESSING CUM WRITING TABLE Wall mounted mirror with lamps on either side, writing folder with necessary stationery like letter heads, envelopes, picture postcards, rules and regulations card, restaurant cards, air / train timetables, pen I pencil, suggestion folder, candle with match box, room service menu card. IN THE DRAWER Dutch knife, / sewing kit, telephone forms.


ON THE ENTRANCE DOOR KNOB DND Card, clean my room card, fire exit map. IN THE CLOSET / WARDROBE I CUPBOARD Clothes hangers, laundry bags, valet bags, dry cleaning slips, laundry slips, extra blanket, collect my laundry card. OTHER ITEMS IN THE ROOM Luggage rack, television stand with television, refrigerator / mini bar, waste paper basket on the floor. IN THE BATHROOM Bath tub, grip bar, shower curtain with rod, W. C. / water closet, bidet, wash basin. ON THE WASH BASIN COUNTER Wall mounted mirror with lamps on either sides, wall mounted telephone, hand towels, face towels, soaps, shampoo sachet, emery paper, tissue box, tissue rolls, gargle glass, shower cap, ashtray, match box. UNDER THE COUNTER Waste paper / sanibin ON THE TOWEL RACK Bath towels / Turkish towels BELOW BATH TUB Bath mat




Head ranking




High Full


setup, Large

Large fruit

flower basket,

government and

delegates, arrangement,


International Chocolates, Bathrobe, Slippers, and other personal amenities. bar, Medium Sized Bathrobe flower fruit &

dignitaries, etc. VIP II

Companies identified as giving high Practical volume business, Other Top well

film arrangement, known basket,




personalities from the world, Foreign Slippers and Special Compliments. visitors and guests of VIP I. VIP III Decision makers and influential Mineral water, small Small fruit flower basket,

trade VIP’s Persons from airlines, arrangement, Travel agents, Hotels etc.

Bathrobe, and Slipers.


GUEST ROOM SUPPLIES AND AMENITIES CHART Guest room supplies and Amenities Guest Room Supplies Pillows Pillows cases Sheets Blankets Water pitcher Clock Radio Glasses Plastic drinking cups Cofee or tea maker Trays Ice buckets Hangers Ashtrays Waste baskets Telephone directories Stationary folders Ironing board / iron (Mattress pad covers) Television program guide Bibles Do Not Disturb signs Table tent cards Fire safety • Denotes upscale or luxury hotel Guest Room Amenities Stationary Postcards Pens Laundry bags Utility bags Packets of coffee or tea, sugar and powdered creamer, stir sticks Chocklets or mints provided with turndown service* Bath Room Supplies Wash cloths Hand towels Bath towels Bath mats Shower curtains and Liners Toilet tissue Facial tissue Sanitary bags Waste baskets Toilet seat band Hair dryer Makeup mirror* Bathrobe* Disposal slippers* Scale* Bath Room Amenities Facial soap Bath soap or shower Gel Shampoo Moisturizer Shoe mitt or showeshine kit Shoe horn sewing kit Bubble bath* Hair conditioner* Cologne or after Shave* Razor* Amenities container

The above list indicates the range of supplies and amenities typically provided for guests. Some properties provided only the most basic items, others pamper guests with amenities that include fresh fruit and flowers. 81



SECTIONS OF FOOD AND BEVERAGE DEPARTMENT COFFEE SHOP It is probably the most competitively priced restaurant in the entire hotel. The ambience is usually casual. The menu is so designed so as to put emphasis on fast food and quick service. Alcoholic beverages may be served. Usually operational round the clock on all days. SPECIALITY RESTAURANT A thematically oriented restaurant, where the decor, menu, attire of the personnel, style of service is tuned to a particular theme that may be rational, cultural, religious or other assorted themes. Expensively priced and operational for lunch and dinner services only. Alcoholic beverages may be served. BAR A licensed operation specializing in the service of various alcoholic beverages along with assorted non-alcoholic beverages and snacks or finger foods. Operational only during permitted hours during the day, according to government regulations. Generally has a formal ambience. PUB A licensed operation specializing in the service of various types of beers. Sometimes a limited choice of other alcoholic beverages may also be served along with assorted snacks or finger foods. Operational only during permitted hours during the day, according to government regulations. Generally has an informal ambience.


DISCOTHEQUE A licensed operation that has provision for elaborate food and beverages service (both alcoholic and non alcoholic). There is a dance floor which may be used by the guests for dancing but where usually various types of floorshows are organized. Music is usually live, catered by a band on the floor. Ambience is formal. Entry may be restricted by membership. SELF - HELP KIOSK This is a self-help vending machine usually dispensing pre-packaged items of food and beverages, meant for the guests who are on the move. Only convenience foods may be served and although may be operational round the clock, the scope of service is rather limited. MINIBAR This is a guest room provision in the form of a mini refrigerator. It usually stacks miniature bottles of alcoholic and non-alcoholic beverages with an assorted collection of ready to eat food items that the guest may consume at his discretion. The guest is charged later according to the items consumed. The minibar is restocked on a daily basis. ROOM SERVICE This is the service of items of food and beverages to the guest room, by a waiter. The guest may place an order over the telephone, which is noted by the room service order taker and later served to the guest room. BANQUET This is a pre-booked catered event. The guest has to previously decide on a banquet venue within the hotel premises or outside, decide on the menu, prices, guranteed pax etc. a function prospectus is drawn up by the department and the entire function is organized as per the host’s request. Guests may participate in the function only by invitation from the host, who is responsible for footing the entire bill. 84












FRENCH CLASSICAL MENU A classical French menu comprises of the following 12 courses in sequence. French 1. Hors d’oeuvres 2. Potage 3. Poisson 4. Entrée 5. Releve 6. Sorbet 7. Roti 8. Legumes 9. Entremet 10. Fromage 11. Dessert 12. Café (Beverages) English Appetizer Soup Fish Entry of meat course Main Course Sorbet or rest course Roast Vegetable Sweet Course Cheese Fruits & Nuts Coffee

HORDS D’OEUVRE : The dishes served in this course are tangy, salty, sour or spicy in nature so that they may encourage salivation and promote the production of various digestive juices, thereby stimulating the appetite. A. A Caviar (Cavier) : It is the roe (egg) of Sturgeon fish, usually found in the Caspian Sea. The fresh roe is sieved to clear it of the skin and fat and then salted and packed. The best quality caviar is “Beluga’ It is of light grain and a very light shade of shiny black. The accompaniments of caviar are : • • Hot Toast and butter Blinis (small Russian pancakes) 86

• • • B.

Chopped parsley and shallots Cayenne pepper and pepper mill Sieved yolk & white of hard boiled eggs Pate de foie grass (Goose liver paste) : This delicacy is obtained from the liver of specially fed & fattened geese.

 

Hot toast & butter Truffles served in the original container on a bed of crushed ice. C. Smoked Salmon (Saumon fume) : It is a famous Scottish delicacy. Salmon is a fresh water fish with a light pink colored flesh. For smoking the fillets are cut paper thin.    Brown bread & butter Lemon wedge Cayenne pepper & pepper mill The general hors d’oeuvres are plenty and varied. Some common ones are : A. Grapefruit Cocktail (Coquetel de Pamplemousse) : It is served in a coupe on an under liner with a grapefruit spoon or a teaspoon. Castro sugar is given as an accompaniment. The most common juices are orange, pineapple, grape, grapefruit, mango etc. Pony tumbler (capacity 5 ounce) on a saucer. Usually no accompaniments are given, but sometimes castor sugar & teaspoon may be provided. C. Tomato Juice (Juice de Tomate) : The juice is served chilled with a wedge of lemon the edge of the pony tumbler. A teaspoon is given for stiming. Accompaniment is Worcestershire sauce in the bottle at the head of cover. 87

D. Chilled Melon (Melon Frappé) : The accompaniments are ground ginger and castor sugar. Cover is dessert spoon and dessert fork with cold fish plate. If melon is cut into cubes or if Chartreuse melong is served, teaspoon is given. POTAGE : Potage or soup is the extract of meat, fish, vegetables or poultry in stock or water, which sometimes has the pieces of solids floating in them. Soups may be considered as complete meal, because they are hearty, nourishing, economical and wholesome. A. Consomme : It is clear amber colored transparent soup prepared by clarifying beef, poultry, mutton or chicken stock and flavoured with bouquet gami & mirepoix. > Consomme Celestine : garnished with strips of pancake. > Consomme Julienne : Juliennes of root vegetables. Consomme Carmen : Tomato & capsicum juliennes, boiled rice. > Consomme Royale : Small cubes of savoury egg custard. > Consome Dubary: Rowerets of Cauliflower B. Crème: These are thick passed soup finished with cream. Examples are : Crème de Asperges : Blanched asparagus cooked with béchamel sauce & finished with cream.  Crème de Crecy : Carrot soup cooked with béchamel sauce & finished with cream.  Crème de Volaille : Chicken stock cooked with roux, garnished with sma cubes of chicken & finished with cream.  Crème Longchamp : Puree of fresh green peas garnished with vermicelli, shredded sorrel & chervil, finished with cream. 88

c. Chowder: These soups originated in USA. They are thick heavy soups thickened with potato starch & heavily flavoured with seafood & contain pieces of seafood & vegetables.  Manhattan Clam Chowder : Made from diced salted pork, onions, potatoes, tomatoes, celery, green pepper & clams. Finished with thyme, parsley & butter.  Seafood Chowder: Made from diced salted pork, onions, potatoes, tomatoes, celery, green pepper & seafood. Finished with thyme, parsley & butter. D. Bisque: Soup prepared from shellfish and thickened with a liaison of egg yolk and cream. Example is Bisque d’homard or lobster bisque. It is made with fish stock, lobster meat & fish veloute and flavored with root vegetables and tomato puree; finished with a liaison of egg yolk and cream. E. Broth: It is an unpassed soup. Ti has the brunoise of various kinds of vegetables cooked in chicken or game stock, with the addition of cereals (barley, rice etc.) and garnished with meat or poultry according to the type of broth. The type of stock used is indicated in the name of the broth. Examples are Scotch broth, Chicken broth etc. F. International Soups:  Minestrone : Italian soup made of minced vegetables and pasta in chicken stock flavored with tomato, garlic & onion.  Turtle Soup : An English consommé, made of beef, chicken and turtle, flavoured with herbs and thickened with arrowroot.  French Onion Soup : Consomme garnished with fried onions served with gratinated Melba toast. 89

 Cock-A-Leekie : it is a soup from Scotland made from veal & chicken stock garnished with juliennes of leek, prune & chicken.  Mulligatawany : Srilankan soup with broiled Indian spice mixture cooked in water or stock with tomato, onion & served with boiled rice, dices of boiled mutton & lemon wedges.  Bortsch : Duck flavoured consommé from Russia & Poland, strongly flavoured with herbs and beetroot juice. Garnished with juliennes of vegetables a cubes of beef and duck. Accompaniments are warm beetroot juice, bouchees stuffed with duck meat and sour cream.  Hongroise : Hungarian consommé made of dices of beef seasoned with paprika and garnished with dices of potato, pinch of fennel, crushed garlic & fried croutons.  Biere A German veloute with beer, pepper & cinnamon. Garnished with toast.  Gazpacho : A cold vegetable soup from Spain made of cucumber, tomato, capsicum & garnished with dices of the same.  Olla Podrida : Thick soup from Spain made of black beans.  Madras Soup : Indian soup tempered with Indian spices and curry leaves. G. Convenience Soups: These are a wide variety of soups available in ready to prepare or ready to eat form. They may be canned, frozen or in powder form.


FARINEAUX : This course is absent in a Classical 12-course menu. The dishes served here various preparations of pasta and rice. They may also be served as accompaniments to the main course. Usually a deep soup plate is given, but half plate may also be used with a small fork and dessertspoon. If spaghetti & ravioli dishes are served, then the spoon is placed on the left & the fork on the right of the cover. Examples are : Spaghetti Napolitaine : Spaghetti cooked in a herb-tomato sauce.  Spaghetti Bolognaine Spaghetti cooked in brown sauce with minced beef.  POISSION Fish is a very good source of nutrients.  Homard Thermidor: Lobster poached and dressed with Mornay sauce, sprinkled with cheese and gratinated in salamander.  Amritasri Macchhi : Deep-fried fish, with a marination of ajwain, lemon uice, giner-garlic paste & green chilies.  ENTREE The word literally means ‘entrance Usually it is considered as the entrance of the meat course. Entrees are small well-garnished meat dishes that come from the kitchen ready for service. A rich sauce often accompanies them.  Scotch egg : Hard boiled eggs covered with a layer of minced meat & deep fried.  Sausages and Offals (kidney, liver, brain etc.)  Chicken Satay : Oriental preparation of small boneless pieces of chicken cooked in a skewer served with hot peanut sauce. RELEVE: This may also be called the ‘piece de resistance’ or the ‘main course They are larger than entrees and usually are large joints of meat or poultry that have to be carved on the table. 91

 Poulet Saute Chasseur : Sauteed Chicken with white wine, tomato concasse, demi-glaze, mushrooms and shallots.  Chicken Maryland : Chicken breast dipped in egg, rolled in breadcrumbs and shallow fried. Accompaniments are banana fritters, grilled tomatoes, grilled bacon rashers, potato croquette and sweet corn pancakes.  Poulet A La Kiev: Chicken breast stuffed with herb butter, dipped in egg, rolled in crumbs and deep-fried. Served with garlic butter & tomato sauce.  Lancashire Hot Pot : White stew made from boneless mutton. Served in the same dish in which cooking is done.  Beef Stroganoff : Beef stew with pimentos, celery, mushrooms and onions served on a bed of steamed rice. SORBET Because of the length of the French classical menu, this course is considered to be the ‘rest’ between courses, when the diners may take a muchneeded break from eating and relax.  Sorbet A La Sicilienne : Iced water with melon pulp flavoured with champagne, served chilled in a parfait glass with a parfait spoon.  Granit : It is fresh pineapple or strawberry juice with sweetened whipped cream.  Sorbet A La Americaine : Lemon or grape juice flavoured with champagne, served chilled in a stemmed glass. ROTI : This course consists of roasted game birds or poultry.



: Entremet is the sweet course. Hot and cold sweet dishes are

served. Menu examples are :  Indian Sweets Rosogolla, Phimi, Gajar ka Halwa, Kheer, Jalebi etc.  Apple Strudel : Thinly rolled out pastry filled with cooked apples flavored with cinnamon.  Crème Caramel : Egg Custard with caramelized sugar on top.  Fruit Savarin : Fermented yeast cake topped with custard sauce and baked.  Baked Alaska : Layers of sponge cake with ice-cream, fruits etc., topped with meringue and flambéed.  Black Forest Gateaux: Chocolate sponge cake fingers in layers, covered with cherries and fresh cream.  Fried Ice cream Scoops of very hard ice-cream, wrapped in corn flour and deep fried. SAVOURY A savoury is a small portion of toast with toppings, savoury souffles or tiny tidbits of meat, fish, poultry, cheese etc. the cover is a half plate, a small knife & fork. Sometimes a finger bowl may also be provided. Menu examples are : Welsh rarebit: Grated cheddar cheese mixed with beer and seasonings & then bound with a liaison of eggs & cream. Then it is spread on a toast & gratinated.  Angels on Horseback : Poached oysters wrapped in streaky bacon and grilled.  Devils on Horseback : Stoned prunes rolled in streaky bacon and grilled.


 Quiche Lorraine : Short crust pastry filled with cubes of bacon and cheese, covered with egg custard and baked.  Canape : These are small open sandwiches with any combination of dainty toppings. Canapes may be served both hot and cold. FROMAGE :All types of cheeses (soft, fresh, semi-hard, blue-vein etc.) are served from a cheese board or a cheese trolley.  Stilton : Classic English cheese made from cow’s milk and has blue veins. Usually had with Port wine.  Gorgonzola : Classic Italian Cheese, which is soft and sharp, flavored. It has got greenish veins.  Leicester : Hard English russet coloured cheese with a crumbly texture.  Pecorino : Hard Italian cheese made from sheep’s milk.  Provolone : Smoked cheese made in USA, Australia & Italy. Made from both cow’s and buffalo’s milk.  Brie : French soft cheese made from cow’s milk since the 8th century.  Danish Blue : One of the most famous blue cheeses made from cow’s milk. Originates from Denmark.  Camembert: Cream cheese from France, yellow in colour with a soft rind.  Edam : Hard Dutch cheese with a yellow or white rind and waxy texture.  Gouda : Hard Dutch cheese with a yellow or red rind, flat in shape with rounded edges.  Gruyere : Mainly from Switzerland (also can be made in France). It has pea- sized holes and a smooth relatively hard texture.


DESSERT: This course means fresh and dry fruits and nuts.  Soft Fruits : banana, papaya, grape etc.  Hard Fruits : mango, pear, apple etc.  Dry Fruits : walnut, cashew nut, almond, pistachio etc.  Citrus Fruits : grapefruit, orange, sweet lime etc.  CAFÉ : Coffee is served in a demitasse with a coffee spoon. Coffee may be served with or without milk. Some examples of coffee are  Café Noir: Black coffee.  Espresso : Black Italian coffee with brown sugar, infused with hot steam to form a frothy head.  Cappuccino : Same as espresso, but with milk and garnished with cinnamon powder.


(PETIT DEJEUNER) The word ‘breakfast’ means to break the fast after a long time. It is the first after a kng time. It is the first meal in the morning after fasting through the night before since dinner. Traditionally it is accepted as the most important meal of the day. The different types of breakfast are as follows; 1, Continental Breakfast : This type of breakfast may also be called “café complet” or “the compIet’ It is the traditional European breakfast. It comprises the following courses  Choice of Fruit Juice The juice may be fresh or canned. Pineapple juice, orange juice, sweet lime juice, grapefruit juice, tomato juice etc. are more commonly served.  Assorted bread basket White or brown bread toasts, French loaf bread rolls, croissant, brioche, muffins, waffles, doughnuts, Danish pastry etc., served with preserves like jam, jelly, honey, syrup, butter or marnalade.  Tea / Coffee : The breakfast is rounded off with either tea or coffee. If tea is served, it is known as the complet & if coffee is served is called café complet. 2. Café Simple or The Simple : This breakfast consists of only tea or coffee. Thus tea cup with saucer, tea spoon, milk pot, strainer (optional), tea / coffee pot are provided. 3. American Breakfast: The courses are as follows :


 Choice of Fruit Juice: The juice may be fresh or canned. Pineapple juice, range juice, sweet lime juice, grapefruit juice, tomato juice etc. are more commonly served.  Cereals: Choice of comfiakes / rice flakes / wheat flakes, oatmeal, porridge, rice crispies etc, served with or cold milk.  Eggs to order: Scrambled / poached/boiled (full or minutes) / omelets plain or stuffing or their choice etc. served with fried bacon, ham or sausages as per guest’s order, grilled tomatoes and hash brown potatoes.  Assorted Bread Basket: White or brown bread toasts, French loaf, bread rolls, croissant, brioche, muffins, waffles, doughnuts, Danish pastry etc, served with preserves like jam, jelly, honey, syrup, butter or marmalade.  Beverages :Tea or coffee served with or without milk/cream. Also Bournvita, Horlicks, Hot Chocolate etc. may be served. 4. Indian Breakfast : In this type of breakfast a choice of Indian dishes are served along with tea / coffee / lassi etc. The dishes that are usually served are as follows  Pun or kachori with potato bhaji and pickles.  Stuffed or plain paratha with plain dahi or pickles or aloo ke sabzi.  Idli / Dosa / Appam I Uttapam served with chutney and sambhar.  Upma with sambar and coconut chutney.  Poha 5. English Breakfast:It is a very elaborate meal comprising the following courses:


 Choice of Fruit Juice: The juice may be fresh or canned. Pineapple juice, orange juice, sweet lime juice, grapefruit juice, tomato juice etc. are more commonly served in a pony tumbler.  Choice of stewed fruits :Apple prune, fig, pear etc, are cut into bite sized pieces and stewed in syrup. The cover is a fruit cocktail bowl with under liner and teaspoon. Fresh fruits may also be served in half plates with dessert fork & dessert spoon.  Cereals: Choice of cornflakes / rice flakes / wheat flakes, oatmeal, porridge, rice crispies etc. served with hot or cold milk. Cereal bowl with under liner & dessert spoon is provided.  Fish: Grilled or fried herring, salmon, sardines or fish cares etc. are served on hot fish plate with fish fork and fish knife.  Eggs to order: Scrambled/poached/boiled/omelets etc. served with fried bacon, ham or sausages as per guest’s order. Warm half plate with dessert fork and small knife are given.  Meat: Grilled, sautéed or fried bacon, ham, sausages, salami, kidney, liver etc. are served on half plates with dessert fork and small knife.  Assorted bread basket: White or brown bread toasts, French loaf, bread rolls, croissant, brioche, muffins, waffles, doughnuts, Danish pastry etc, served with preserves like jam, jelly, honey, syrup, butter or marmalade. Choice of Fresh Fruits: Fresh fruits like melon, ripe papaya, mango, banana etc. may be served in half plates with dessert fork & dessert spoon.  Beverages: Tea or coffee served either in a tea cup or a demi-tasse with or without milk/cream. Also Bournvita, Horlicks etc. may be served.


NON - ALCOHOLIC BEVERAGES A non alcoholic beverage may be defined as a potable beverage that may satisfy any or all of the following criterion/a : Refreshing Thirst quenching Appetite enhancing Nourishing Stimulating Followings are the few most famous non-alcoholic beverages in the world. 1. TEA Tea is one of the most popular beverages around the world. The premium tea producing countries around the world are India, Sri Lanka, China, Bangladesh & Kenya. Tea is produced by fermenting, drying and cutting the leaves of a perennial ant called ‘Camellia Sinesis Green tea and Oolong tea are both unfermented tea that retain their tannin content completely and hence, are believed to have anti-oxidant properties. The quantity and type of tannin decides the taste and flavour of tea. Tea may be served both hot and cold. Ice tea (tea liquor with sugar) is served in a tall glass on crushed ice with fresh ‘mint springs and lemon wedges. It is very refreshing as an afternoon drink. Hot tea may be served with or without milk. If served without milk, the tea may be accompanied with wedges of lime or lemon. A typical hot tea service includes the following :


 Teapot for liquor  Creamer for milk / saucer with lemon wedges.  Sugar tongs for sugar cubes or castor sugar sachets.  Teacup, saucer and teaspoon.  Strainer and basin in case of leaf tea. 2. COFFEE The coffee seed is grown in a number of tropical and sub-tropical countries like India, Turkey, Central America etc. the most famous coffee seeds are : Robusta and rabjca. The taste and flavour of the coffee is determined by the degree of roasint of seeds. Coffee contains caffeine, which is a natural stimulant. The various methods of preparing a coffee brew are as follows : Teapot for liquor.  Creamer for milk / saucer with lemon wedges.  Sugar tongs for sugar cubes or castor sugar sachets.  Teacup, saucer and teaspoon.  Strainer and basin in case of leaf tea. 2. COFFEE BREW The coffee seed is grown in a number of tropical and sub-tropical countries like India, Central America etc. the most famous coffee seeds are: Robusta nd Arabica.


The taste and flavour of the coffee is determined by the degree of roasting of the seeds. Coffee contains caffeine, which is a natural stimulant. The various methods & preparing a coffee brew are as follows :  Filter / Drip : fine to medium ground  Espresso : Very Fine ground.  4 Jug : Coarse ground  Vacuum Infusion : Fine ground  Percolator : Medium ground  Instant : very fine ground. Espresso : A machine made coffee with a frothy head. Served black in a demitasse. Steam is passed at a very high-pressure through the coffee grounds in the machine. The steam extracts the entire aroma and taste from the coffee grounds and gets collected in the cup. Cappuccino: Ispresso coffee with milk or cream served in a tea cup, garnished .‘with a sprinkling of cocoa powder or cinnamon powder. Austrian Coffee : Coffee beans roasted with figs, mixed with boiling water and served black. Hawaar Coffee : Back coffee sweetened with pineapple juice. Turksh Coffee : Very bitter coffee, where the coffee grains are brewed with very little water in a copper pan. A few grains of potassium permanganate are added for a reddish color. Cafe Au Lalit : Coffee with milk. Café Au Glace : :Coffee Coffee with Ice cream.


Café Flamble : A liquor coffee in which a spirit is poured over the coffee and then ignited. Café Noir : Black coffee without milk or cream.


COCOA The best cocoa is produced in Ghana. Cocoa or drinking chocolate is best drunk hot with warm milk and sugar.


AERATED WATER These beverages are charged with carbon dioxide. The most common aerated waters are Soda Water Colourless, tasteless and flavourless Tonic water : Colourless but mildly spiked with quinine extract.



Mineral water and bottled drinking water are two different things. While mineral water may be natural spring water or water with highly controlled and measured quantities of beneficial mineral content in it, bottled water is just safe drinking water hygienically packaged. Some famous mineral waters from around the world are : Perrier (sparking) France  Vichy Celestine (sparking) France  Appolianaris : Germany  Ganga : India  Evian : France  Malvern : England  SQIJASH 102

Squashes are fruit pulp / juices mixed with sugar. They may be artificially coloured or flavoured. They are diluted with ice water or soda and had.


SYRUP Syrups may or may not contain natural juice or pulp concentrate. They are artificially sweetened, viscous and regularly used in making mocktails and cocktails. Due to their sweetness, they need to be used moderately. Some syrups are :  Grenadine : Pomegranate  Cassis : Black Currant  Citronelle : Lemon  Orgeat : Almond  Gommes : Sugar  Cerise : Cherry  Frambois : Strawberry ALCOHOLIC BEVERAGES FERMENTED 1. 2. WINE BEER 1. 2. 3. 4. 5. 6. 7. 8. 9. 104 DISTILLED RUM BRANDY WHISKY GIN VODKA TEQUILA APPERITIFS BITTER LIQUEUR

An alcoholic beverage may be defined as a potable beverage containing at least 5% alcohol by volume. SPIRITS Au spirits are produced by the process of distillation. A mash is first produced by grinding a variety of vegetables, fruits etc. and then mixing it with water and then fermenting it. This sour mash is then distilled either in me Patent Still or in the Pot Still, thereby producing pure spirit. This is then diluted to the desired strength (usually not more than 50% by volume) by the addition of hater and sold in the market as a potable spirit. RUM Rum is made from the distillation of sugarcane juice or from the by — products of sugar cane juice. It is successfully produced around the world, especially in sugarcane producing countries such as, India, Jamaica, and Trinidad etc. Rum may be both dark and white, depending on the style of ageing. Both varieties f rum may be drunk as a straight drink mixed with soda water or cola. Rum is also successfully made into a variety of cocktails. Following are the brands of a few famous brands of rum : A. B. C. D. E. Christian Brothers Bacardi Bacardi Reserva Malibu Mc Dowells 105

BRANDY The word ‘brandy’ was coined from the Dutch word “bruntwein” meaning burnt‘ wine. This is probably because the first brandy was made by distilling grape wine. randy may also be made from the distillation of a variety of fruit juices, namely Mirabelle : Made from golden Mirabelle plums. Kirsch : Made from red maraschino cherries. Calvados : Made from ripe apples in France Slivovitz : Made from plums Cognac is a brandy from the Cognac district of France. It is perhaps the best quality brandy produced in the world. Cognac is a typical after dinner drink, best drunk with a little warm water in a snifter :ass. The temperature of the water helps release the complex bouquet of the spirit. Cognac may be accompanied with a demitasse of coffee or a drag of good quality Havana cigar. Following are the brands of a few famous Cognacs: A. B. C D E. Courvoisier. Remy Martin Bisquit Hennessey Martell

WHISKY Barley which is fermented and brewed. Then it is then distilled and is made from art. And malt is made from blended and matured and made into whisky. Sometimes along with barley a number of other cereals like oats, rice, wheat, maize etc. also be used. Although whisky is produced around the world, the most famous whisky producing countries are : Scotland, Ireland and United States of America. 106

Irish Whiskey is also produced by distilling malted barley thrice. The delicate bouquet may be due to the triple distillation process or the extra long maturation that the whisky gets in both fresh and charred oak wood casks. Following are the brands of a few famous Irish whiskies 1. 2. 3. Old Crow Jameson Bushmills

American Whisky may be divided into 4 types, namely : Rye, Tennessee, Corn and urban. I terms of quality. Bourbon Whisky is undoubtedly the best. It is made from a rnash containing a minimum of 51% corn. Following are the brands of a few famous Bourbon Whiskies : 1. 2. Jack Daniels Old Granddad

Examples of Scotch Whiskies are :- Royal Salute, Chivas Regal, Glen Spey, Black and ,‘White, Johny Walker, Blue Label & Dimple. VODKA The word ‘Vodka’ comes from the Russian word ‘voda’ meaning water. Vodka is a highly rectified pure spirit produced by the process of patent still distillation from starcy vegetables and grains. It is purified by passing it through columns of activated charcoal, which virtually removes all bouquet and body from the spirit. Thus vodka is called a neutral spirit.


Vodka is best drunk straight on ice as an aperitif. It may also be made into excellent cocktails. Following are the brands of a few famous vodkas :A. B. C. D. E. Romanov Smirnoff Volga White Mischief Absolute Finlandia

Some vodkas may be artificially flavoured with a number of botanical extracts, like Depper, honey, coriander, lemon cranberry etc. GIN Gin is a patent Still spirit produced mainly from maize or rye. It is usually flavoured with a number of bolanical extracts e.g. junipert berry, lemon and coriander seed etc. Gin may be drunk with ice and soda and with a hint of lime or with lime cordial or any juices to be made into cocktails. Following are the brands of a few famous gins :1. 2. 3. 4. 5. Beefeaters London Dry Gordons Seagrams Booths


TEQUILA It s a Mexican spirit made from the heart or pith of a cactus plant called ‘blue agave’. Tequilla is best drunk neat from a shot glass with a lick of salt and a fresh squeeze of lemon to cut its potency. It may also be made into cocktails. JQUEUR5 Liqueurs are sweetened and flavoured spirits. They are usually drunk straight on Ice on a shot glass as after dinner drinks or mixed with spirits and made into cocktails. They are usually very colourful. Following are the brands of a few famous liquers: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. Benedictine Chartreuse Cointreau Curacao Kummel Crème de menthe Tia Maria Kahlua Drambuie Crème de Cacao. Flavour herb Flavour Orange Flavour Orange Flavour Orange Flavour Aniseed Flavour Mint Flavour Coffee Flavour Creamy Coffee and Cocoa Flavour Chocolatty Coffee Flavour Chocolates


TOBACCO Tobacco is a biological product, the leaf of the plant N. Tabacum. The leaf contains - 3% of the alkaloid ‘nicotine’ which has a narcotic effect on the human body system. when chewed, smoked or snuffed. The leaf is harvested and dried in controlled temperature and after that processes into various tobacco product, suitable for consumption. CIGARS The following are parts of a cigar: Filler : Crushed tobacco leaves that form the ceer. Binder : Small tobacco leaves bound around the cigar. Wrapper : Soft and elastic tobacco leaves, really big, to give a smooth finish to the gar. Cigars are best stored in cedar wood humidors. The end should be cut before smoking. Ideally petrol / gas lighters should not be used to light cigars, as the petrol fumes may spoil the natural aroma of the cigars. A good quality cigar should have a able wrapper without any spots on it and when lit, the ash should be firm and Dark grayish. Following are famous brand of cigars : 1. 2. 3. 4. 5. Robert Burns (USA) Remeo Y Juliet (Havana) Diplomat Delux (Jamaica) Ducados (Denmark) Bengal Tiger (India)


CIGARTES These have long thread like shredded tobacco leaves, prepared by using machines. The tobacco is wrapped with a special paper. The end is attached to a compacted filter made from cellulose fibres. Followings are famous brand of cigarettes. 1. 2. 3. 4. 5. Camel (USA) Pa Ilmall (USA) 555 (UK) Benson and Hedges (UK) India Kings (India)


( General Operating Standards ) Banquet Office will function from 9.30 a.m. to 7.00 p.m. every day for booking parties and making other arrangements. The day of the party, the Banquet Department will function till after the party ends.  The party room will be made ready at least one hour before the commencement of the party.  The Banquet Service Personnel must wear an appropriate uniform that is clean and in good repair along with name badges.  All guests including all VIP’s will be greeted at the door by the Banquet Manager! Maitre d’ Hotel / Banquet Hostess or the Senior most person looking after the party.  The guests will be seated by the person escorting. Chairs will be pulled for the oldest lady first and the gesture will continue until the last guest is seated.  Meeting, Coffee breaks and banquet functions must be set on time, attractively and creatively presented, well maintained and dissembled promptly following the break. All functions and meeting rooms must be refreshed as appropriate.  The Maitre d’ Hotel / Chef de Rang will be watchful of guest’s needs. podiums, lecterns, tables and chairs must be clean and well maintained.  All guests will be seen off at the door by the Banquet Manager/Manager on duty / Maitre d’ Hotel with a polite word of ‘Thanks’.  Banquet storage areas must be kept neat and well organized. 112

Sales & Banquet meetings must be held weekly to review all upcoming functions and events.

 file.  

Current menus and price lists for 3 key banquet competitors must be on

Coded price sheets should be used with all banquet menus. Banquet Menus will be recoated yearly keeping in view the cost of rawmaterials and competitions in the market.

Function Form must be distributed at least 24 house prior to the function to the concerned departments but preferably 48 hours.

Action Plan for Important functions/Conference to be planned well in advance and to be distributed to the concerned departments. All meetings, Functions and room assignments must be posted daily in the lobby and be available through the hotel telephone exchange.

Information on available equipments, room dimensions, capacities and menus, banquets and other F&B outlets and outside agencies must be available for quick reference at the Banquet office.

Complete and undated Banquet information must be co-ordinated or sent to Hotel Sales division to assist them in promoting Banquet facilities.

Banquet Manager must attend pre and post convention meeting with the organizers.

All Sates and Catering correspondence, contracts and proposals must be neat, complete, grammatically correct and presented in a professional manner.


Buffet counters for Lunch/Dinner/Tea parties to be planned, depending upon the number of guest, space available, in such a manner that there is NO QUEING UP.

Separate food counters for vegetarians may be organized if demanded by the guests. In case of non-veg. Food counters all vegetarian dishes will also be displayed.

 

Names of the dishes to be displayed on a tent card. Before brining the crockery, glasses and cutlery, it will be checked that it is clean, Polished and unchipped.

All social etiquettes of service and addressing the guest will be adhered to. No guest will be unnecessarily conversed with.

 

During service, all ashtrays will be kept free of stains and dirties. Prohibition, Food Adulteration Act and all other laws of the land will be strictly followed.

Bill will be presented in a bill folder along with a ball point pen. In case the guest signs, it will be ensured that current party room, name/number is written on the bill. The authority letter for Credit will be checked and proper name and address where the bill is to be forwarded must be mentioned on the bill.

In case the guest pays in cash, the money will be discretely checked, the money to be deposited immediately to the cash counter and a copy of the paid bill will be given to the guest.

Thank you letters must be sent within 48 hours to all clients/groups that utilizes the Banquet facilities. TYPES O FUNCTIONS IN BANQUET DEPARTME ND SERVICE STAN DARDS 114

i. ii.

Formal Lunches/Dinners, State Banquets. Reception Cocktail High Tea Standing/Buffet-cum-sitdown— Social Functions like wedding, Birthdays.





iv. v.

Luncheon / Dinner Meeting Conference & Convention a. b. c. d. e. f. g. Workshop Semmars Training Sessions Annual General Meeting Sales Meets Press Meets Previews Exhibitions Fashions Shows Dealer’s Meetings/Product Launching Club Meetings. Musical Evening/Dance Performances Award Functions


a. b. c. d. e. f.


Traditional Events : Festivals, X-Max, Easter, Diwali, Baisakhi, Teej,

Navratra & New Year Eve and any other local festival of the State. viii. Theme Banquets a. Melas b. Theme Parties c. Food Festivals ix. Outdoor Catering 115

(Party Booking) Booking Procedures  The booking may be received a. b. c.  Over the telephone Parties calling in person Correspondence

All the tentative bookings will be noted down in the banqueting reservation diary along with the details specified by the party in pencil.

Before taking any booking, it will be ensured that there is space available on the required date as the party can be accommodated.

In case space is available, the booking party is requested to call in person and select menu or send a letter of confirmation and wherever possible we should call on party in person.

Provisional Booking slip will be filled up complete in all respect and the number cc mentioned in the register.

Advance payment or proposed credit arrangements are required in all bookings.

Only specifically identified individuals shall be permitted to make entries in the Banquet Register.

A contract /function form will be filled up complete in all respect in 5 copies and duly signed by the booking party and Banqueting Manager.

Liquor will be served as per the excise rules. The booking party will be informed about it at the time of booking.


All the statutory laws, rules and regulations will be informed to the guest before Booking the party. In case any special permission is to be taken by the guest or management, the same has to be in writing. If the management has to obtain permission for licence, a certain amount will be charged as service charges in addition to the licence fees, etc. paid to the concerned department. In case the guest is interested in obtaining his own licence, the relevant columns of form will be filled up and handed over to the guest.

In case of cancellation of a provisional booking necessary details shall be filled up in the copy of the Provisional Booking Slip and the booking will be erased from the Banquet Booking Register. However, the guest should be asked to send letter of cancellation. Banquet checks must be sequentially numbered, issued and reconciled to the function sheets by Banquet staff as well as by the Controller (R&B).

Amendments Amendments regarding date of party, time, menu, of arrangements will be made in reservation diary and a letter will be sent to the booking party to confirm the implementation of amendments or a letter of regret for not being able to make amendments as desired with reasons will be sent and all concerned departments will be notified about the amendments.



When working out the buffet arrangement with the host, such points as price person, number of guests guaranteed, special theme, menu, date and time of buffet, should be settled. List all items to be served. Do not permit last minute changes on buffet menu. This will destroy the coordinated effect produced by a good master plan. Food should be arranged on the buffet in order. They are served from a menu e.g. cold hors d’ouevre, cold sea food platters, cold meat platters, salads, hot food, dessert, coffee (Food presented buffet style for cocktail party do not have to follow this sequence). PIace any inedible displays e.g. flowers, ice carvings etc. towards the back of the buffet table so that these do not interfere with the guest as he serves himself from the buffet platters. Do not use complicated or time consuming methods of food presentation. Arrange platters in such a way that the guests may easily serve his own portion. When displaying whole portion of fish, meat, poultry etc. always provide small slices, with garnish in sufficient quantity. Food for buffet should not require last minute preparation and as far as possible should be the kind that will keep well for the late-comers.


In a large buffet, it is most important that the guest traffic be planned in such a way that they can move smoothly and speedily. Buffets foods, when properly placed, will provide essential traffic control. Buffet counters should be planned in such a way depending upon the number of guest & space available, so that there is no ‘Q’ while the guests are taking food. Always keep in mind the access from behind the buffet to the kitchen in order to ensure smooth flow of traffic. In general, buffet table should be placed in the room in such a way so that the guest may view the table first when he steps in the room.


 The bar counter will be set up and stocked as per the function form. The host will be invited to check the stock for quantity, quality and variety.  Drinks will be served at the right temperature and in appropriate glassed as per the standards.  Service staff will circulate with tray/salvers/trolley/mobile bar! of drinks of all kinds. Tray/salver will be covered with tray cloth.  Ice in ice-bucket, soda, tonic water and water in small jugs will be circulated on a tray/salver along with the drinks and will be served as per the guests’ requirements.  Tables will be provided within easy reach of the guests for ashtrays and glasses etc.  Cocktail snacks will be circulated on trays in half plates/quarter plates covered with doily papers and cocktail sticks will be provided with greasy snacks.    Guest will be offered another drink as soon as he finishes the previous one. Used glassed will be immediately removed on a separate salver. Cigarettes and cigars in boxes will be circulated on a salver covered with a tray cloth along with match boxes and one ashtray and cigar cutter.  In case a meal is to follow the drinks reception, the host will be informed when all arrangements for the meals are made and then he will request his guests to proceed for the meal.  All the unused drinks! beverages/cigarettes and all the empty bottles! packets will be assembled and the host will be invited to check the consumption and accordingly the bill will be made. 120

THEATRE STYLE When the participation of the audience is minimal and the emphasis is on listening to speakers from a podium, the Theatre style arrangement is the ideal one. The rows of chairs are divided by one or two aisles as required. It is also possible to serve snacks or light refreshments in such arrangements. Ideal for lectures, audiovisual presentations, fashion shows, club meetings and general meetings. CLASSRO STYLE When the participants require table for writing purposes, this arrangement is the most appropriate. It provides for reserved places for each participant, with place cards at each desk, along with ashtrays, stationery and microphones. Hence, for sales meetings, press conference or any meeting that involves audience participation, Classroom style is the answer. SIT DOWN SILVER SERVICE When the occasion demands a small, formal banquet requiring protocol, there’s nothing like this magnificent service. It includes a 3 or 4 course meal served by in fine livery. SIT DOWN BUFFETS When the evening involves cocktails, during which guests have been standing, by dinner, this arrangements is convenient and friendly. If you like, you can


& so group people the way you want to, by placing name cards at each place on the tabIe. So if it’s a company meeting-cum-dinner, staff get-togethers, a private party or a semi-formal function, make your evening memorable with a sit-down buffet. STANDING BUFFETS When you want guests to mingle freely, a standing buffet creates an informal atmosphere. Be it a cocktail party, a press function or even a business gettogether. RECEIPTIONS When space is required for a free flow of guests and the seating is casual and limited, Lounge style arrangement is recommended. THEME PARTIES The aim of these parties should turn dreams into reality. Hotel should specialize in creating just the ambience that’s required. Ranging from an ethnic Indian village, a Rajasthani folk evening, Goan carnival, to the internationally popular Caribbean extravagana etc.


FUNCTION FORM (A) Date Name of the Party Name of Representative Billing Instructions Day from Time Type of function To Address Address Name Address Expected Rate Local Taxes Microphone Flower Photographer MEN BAR Music Extra Staff Tel : Res : Office : Tel : Res : Office : Advance / Cash Vide Receipt No. Rs. Room

Nos. Nos. Guaranteed Menu Card Black Board Rostrum Any Special Requirement Board to Read Gen. Manager F&B Mgr. F&B Control K Chief K. Steward Front Office Incharge House Keeper Bar Maintenance Room Service Security Tel. Exchange Office File


Banquet Manager


BOARD TO READ : OTHER REQUIREMENTS: CONFIRMATION LETTER DATED :  We hereby agree that Hotel will cater only 10°h addl. Over and above the number of persons confirmed by us. After that either the guests will be requested to have the meals in the restaurant or buffet afresh will be arranged after at least 45 minutes depending on number of persons.   We agree that children will be charged at FULL RATES. We agree that jointly with HOTEL representative, will count the number of F&B items served at this function and in respect of number of guests to be charged, decision of the HOTEL MANAGEMENT will be binding on us. However, in case of increase in number of guests over the guaranteed figures we will be informed from time to time.  We agree to pay the bill for the guaranteed number of actual number of guest whichever is higher.  We agree to pay 100% in advance at least 3 days before the function and the balance will be paid after the meals service is over.  We agree that no outsider will be permitted to do floral decoration empanelled florist will be provided by HOTEL, if required, and also NO F&B items will be owed from outside. We received a copy of this Function Booking Order.




Meat- Lamb, Mutton, Veal, Beef, Pork, Venison, Bacon, Ham. Poultry-Chicken, Duck, Goose, Turkey, Pigeon. Game- Partridge, Wild Duck, Pheasant, Quail, Hare and Rabbit. flsh- Halibut, Salmon, Cod, Anchovies, Herring, Crab, Shrimps, Prawns, Lobster, Oysters and Mussels. VegetablesRoot—Carrots, Radish Tubers—Potatoes, Yams Bulbs—Onions, Shallots, Garlic. Leaves—Cabbage, Lettuce, spinach Flowers—Cauliflowers, Broccoli Fruits— Tomatoes, Cucumber, Aubergine Fungi-Mushrooms, Truffles. Fruits- Soft Fruits—Strawberries, Blackberries Hard Fruits—Apples, Pears Citrus Fruits—Oranges, limes, Mandarins Tropical Fruits—Bananas, Pineapples, grapes, Melons, dates Dry Fruits—Raisins. Jam is made from fruit pulp and jelly is made. from Fruit Juice. Nuts- Almonds, Walnuts, Pistachio, Peanuts, Coconut. Milk/Cream/Yogurt/Curd. Butter/Margarine. Lard/Suet/Dripping.


Cheese- Hard—Cheddar. Stilton, Edam, Gouda Semi-hard— St. Paulin, Bel P Soft/Cream—Camembert, Brie Blue Vein—Roquefort, Gorgonzola, Danish Blue. Cereals- Flour, Semolina, macaroni, Spaghetti, Vermicelli, Cannelloni, Ravioli. PulsesPeas, Lentils, Beans. Herbs- Basils, Bay leaves, Chervil, Chive, Mint, Oregano, Parsley, Rosemary, Sage, Tarragon, Thyme. Spices- Cloves, Cinnamon, Nutmeg, and Mace, Coriander, Caraway, Ginger, Turmeric, Saffron, Chillies and Capsicum, Cardamom, Cumin, Nigella. Condiments- Salt, Pepper, Mustard, Vinegar. Preserves - Jam, Jelly, Marmalade, Pickles.


Emergencies are unpredictable combination of circumstances that call for immediate and enlightened action. It can often be anticipated but seldom foreseen. The 2 important aspects of emergencies are that they are unpredictable and uncontrollable. Both these factors produce unwanted and unanticipated side effects, since reactions to emergencies by guests and at times employees, are equally unanticipated and unwanted. It is therefore imperative that there be advance planning and safety precautions in combating all types of emergencies. Safety is the term used when discussing disasters, fire prevention and protection, protection devices and commissions that provide for freedom from injury. In order to maintain a safe premise, the management must be ready to cope with 5 type of emergencies. i) ii) iii) Fire Bomb threats iv) v) Death of a guest / employee — suicide, etc. Civil disturbances — riots.

Natural disasters- floods, storms.

BOMB THRETS Bomb threats could be done in three ways: i) ii) Telephonically iii) Orally Written


If a Telephone Threat is received, then

- Renain calm. - Note the time. - Get another employee to monitor The call so as to duplicate information. - Pay attention to message background and noise.

Notify police, security and maintenance. • Record chronologically actions & events. - Discuss with police to determine Partial or complete evacuation. - Complete telephone threat checklist - Decide about localized or general search.

- Try to keep the caller on line as long as possible. - Try to get following information. * Expected explosion time. • Location • Type of explosive • How to recognize • What will it set Off ? • What would influence him to change tactics ? (What are his demands ?) - Based on information received take action.


I a written note is received, then the receiver should read it very carefully, calmly and try to keep all fingerprints on it. It should then be handed over to security and the GM should be informed. The GM in turn informs the police, who decide whether the hotel should be evacuated or not. If an oral threat is received, then detain the person who brought the message, inform the GM, who in turn informs the police. If the person has left the hotel, track him down or get his physical description or car number, etc. NATURAL DISASTERS – FLOOD Prevention :  Identify low lying areas.  Life jackets.  Shift important equipment to higher floors. Make the place water tight using sandbags at doors. The following equipment should be kept at hand :  Supply of containers for drinking water.  Battery operated radio with spare battery, flash lights.  Bags sand bagging.  -fully stocked first aid kit.  Rope for landing down objects.


Responsibilities for the management : GENERAL MANAGER     Monitor radio, T.V. for information update. Follow progress of preparation in hotel. Determine how may employees are needed and willing to remain. Maintain contact with claims adjustment organisation (insurance) ENGINEER  Hotel vehicle to be kept ready.  Moe tools and equipment to higher floors.  Disconnect power to lower levels. HOUSEKEEPING  Move furniture and supplies to higher levels.  Fill tubs / sinks with water. F & B MANAGEMENT  Contact guests – explain wheather conditions and emergency

preparations.  Offer guests opportunities to decide whether they should stay or leave. DEATH OF GUEST / EMPLOYEE The front office should inform the GM, security officer and call for the hotel doctor. is to be raised or guests informed of the fact. The room must not be touched cleaned without permission and must be sealed until all police formalities. People known to the deceased are contacted through addresses entered on registration card. If the guest is a foreigner, the embassy should be informed.


If an employee dies on duty, the procedure followed is the same. A report is done on the death, i.e. whether accidental, etc. and the relatives are informed.


Inform the Lobby Manager and Executive Housekeeper

Seal off the area. (DND displayed)

Notify local police, hotel doctor, next of kin (Indian) Embassy (foreigner)

Nobody allowed inside, nothing To be removed. Do not clean Up until permission is granted.

Body removed through The service entrance.

With permission of police, conduct Witnessed inventory of deceased’s Belongings and store securely.

Room thoroughly cleaned and fumigated

Obtain receipts from local authorities And from individual claiming the Deceased’s belongings.


FIRE Fire are minor or major. In either case, they cause panic, which increases the situation, and at times even cause death. The hotel follows certain policies for fires. Basically they are 3, one for the hotel, one for the employee and one for the guest. In the hotel we find fire alarms, fire escapes, and fire extinguishers. For the employee, fire fighting training, fire drills. For the guest, literature (booklets).




Fire Chief


- Physical layout. Communication - Use, location operation of Fire fighting equipment.

- Direct the fire fighters - Keep driveways open till

- Switchboard operator calls fire department - coordinate evacuation of building.

Fire Squad - Fights the fire till the fire Department arrives. - Know location, use, and Operation of Fire fighting

Salvage - Cleaning operations to Minimize operation.

Utility man


Checks fire pumps. Opens control valves


When fire breaks out in a guest room

GUEST Remain Calm.

Fire extinguished by security, Maintenance, housekeeping and Other trained staff.

Operator informed, who will inform guests on the floor.

Guest is normally shifted to Another room of the hotel or Another hotel of similar standard

Insurance company to carry out Investigation

When the fire breaks out inform : During the During the security guards, floor supervisors, room-mates house men security guard, receptionist, lobby manager.


Role of guest when fire breaks out Guests are provided with literature (booklets) as to what to do when fire breaks out. i) Switch off air conditioning as air ducts suck the smoke, which can cause suffocation. ii) iii) iv) Stay closer to the floor. Keep a damp cloth over the face. Shut doors and windows, so that the fire is contained. Fire will reduce, as there will be less of oxygen. v) Fire plan is provided in the room, behind to door.

SAFETY AWARENESS Accidents may result from a number of causes and in whatever way they are caused, they leave behind a very negative impact. These negative impacts could be Reputation gets damaged.  Threat to life.  Legal costs.  Loss of labor.  Loss of morale  Medical costs


Suggested Procedures : 1. a) b) 2. 3. 4. 5. 6. 7. 8. 9. Attend to the injured, call for first aid and doctor. Remove or isolate the damage without injury.

Inform higher authority. Begin immediate investigation. Obtain an account of the accident from the injured person (if possible). Collect any evidence of the cause of the accident. Interview witnesses and other people. Lookout for dues clues from the evidence collected. Find out nature and severity of injury. Complete the accident book.



Name of injured Person :

Section :

Supervisor :

Time of Report : Date : Extent of injury : Was hospitalization required ?

The accident :

Time :

Place :

What happened ? (Include equipment, items and other persons)

Witness’s evidence

(1) (2)

Supervisor’s remarks :

Date :

Supervisor’s Sign :