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Introduction to tourism and hotel industry



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

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

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

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

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


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

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

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


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


It is difficult to classify the various type of accommodation as from the outset different terms have been used to indicate the one and it function namely that of accommodation in broad sense of the term. It is not positive to give a rigid definition.

According To The Aim Sought: -

On the basis of type of useful On the basis as type of property On the basis of duration when open On the basis comfort & price On the basis of special object of the establishment On the basis of geographical location On the basis of construction On the basis of size / volume expressed in the number of places or rooms


Firms or establishment which produces same goods or services are classified as belonging to same industry. Likewise group firms which provide food, drinks and accommodation way from home is called Catering Industry. The Hotel Industry is made of several hotels. Catering and other services establishments located in close proximately or widely spread geographically. They would be in form of

proprietorship, partnership, pvt. or public companies. Indian Economy and Hotel Industry. Hotels are apart of an increasingly significant setouts of an economy. The government policies shows the importance

of your Hotel Industry and its contribution towards the achievements of Government Economic Objectives. India is a vast country rich in its natural resources and lended with so many cultures and religions offer attractive Tourists Spots and Historical Places. And then people also seeking more leisure and pleasure. Due to improved facilities of transportation and communication people would like to travel and stay in Hotel. development of Hotel Industry. Thus giving scope for

The features of Hotel Industry from other Service Industries :1. 2. 3. 4. 5. Its product is intangible. Its product is non transportable. Its product is perishable in life. Demand for its product is derived. Demand for its services is not subjected to low of diminishing marginal utility.

Functions :-

The basic functions of Hotel are different from that of any other Hotels which can be grouped. Under four functions :-

1. 2. 3. 4.

Providing leaving accommodation. Providing Food, Drink etc. for the immediate consumption. Transportation, Recreational and Entertainment facilities. Any other functions incidental or ancillary to these activities such as Auto Rentals, Airline Ticketing, Tour Reservation etc.


A Hotel is fixed in mobile installation. Its product can not move to the customer. It is unique that the customer enters the boundary and consumes the product with in it. Unlike a factory or plant never permits its customers to enter its boundary. May be for visiting only. A store or shop does permit but the customer pretend with tangible product. Hotel Clientele returns with intangible memory and some feeling of satisfaction or dissatisfaction.


Tourism is currently the largest generator of the Foreign Exchange for India. It fetch 3000 Crores from Foreign Exchange in 1996. Tourism Industry provides direct and indirect employment to nearly 130 million people. The Tourism Industry cannot succeed unless the infrastructure facilities are created of the

infrastructure facilities necessary for the Tourism Industry, the most important is availability of Hotel accommodation.

The number of Hotels approved by the Department of Tourism in 1987 is 647 Hotel with 42415 Rooms. An addition of 288 new Hotels with 19605 Rooms are planned to take care off the increased demand for Hotel accommodation. Thus, there is a lot of demand for Hotel and Catering Industry in India.

The Hotel Industry in India is creator of employment provisional for skilled and semiskilled labour which is quite large in Industry. As regards direct employment alone it is estimated that every single room requires 3 direct employees. Apart from these there are indirect employees also. There are good no. of workers engaged in ancillary industries which supply goods and services to Hotel Industry. Such as air-conditioning lifts, kitchen equipment, washing, laundry, linen and furnishing, crockery etc. which offer approximately 9 employees for a single room.

The Industry encourages any substantial investments in shops and arcades. In each of the Hotels. This provides the large no. of opportunities for self employment also. Hotels have direct impact on rural development particularly during constructional stage, lot of rural unemployed get employment. Also these Hotel Industry uses and encourages Cottage Industries handle Loom Industries, Carpets, Handicrafts etc.


The concept of traveling and halting overnight on the way is aged old

one. But during

16th and 17th Centuries Hotels in India were owned and operated by Britishs and Swiss families. Namely for their own use or for Foreign visitors.

TAJ GROUP In 1903, Jamshedji Tata opened, the Taj Mahal Hotel in Mumbai. It was completed at the cost of 5 lakhs pounds. It is located opposite side of Bombay Harbour and Gateway of India. It is one of the largest Hotel in India. It is considered one of the top ten Hotels of the world. Today there are many Hotels in Taj Groups all over India. SPENCERS In 1903, Spencers Hotel, Calcutta was started with capital of 3 lakh pounds. In 1912, Spencers expanded their Hotels by opening of Bangalore called West-End Hotel. At Kochi called Malabar Hotel and also at Trivandrum called Mascot Hotel. In 1923, Grand Hotel at Bombay was opened. In 1943, Savoy Hotel at Ooty.

THE RITZ CHAIN The Ritz Chain had a good contribution in the development of Hotel Industry in India. The Ritz are located in Bombay, Calcutta, Hyderabad etc. Bombay Ritz specializes in

Italian food. The Ritz Hotel, Hyderabad is a Nawabs Palace. They offered a warm hospitality and efficient service.


In the north we have splending chains of first class Hotels.

Most of these were

established by associated Hotels of India Ltd. Oberoi brought a controlling interest in the associated hotels of India. Another who entered into the field was Roy Bahadur, opened a chain of hotels in India and board at the banner Oberoi Hotels Private Limited. The other important hotels in Business Group are Ramprasad Group, UP Hotels and Restaurants Limited, Clarks Group of Hotels, Air India and Hotel Co-operation of India. ITC, Welcome group, Holiday Inn, ITDC etc.


Classifying hotels into types is not easy. The coding industry is so adverse that many hotels do not fit into any single well-defined category. The classifications depend upon the : -

Size Location Client and Facilities. Star Classification



Commercial Hotels :-

Commercial Hotels direct their appeal primarily to the individual traveller for business reasons, although some do have permanent guests. These hotels mainly cater to the commercial travellers and they are not found in the larger provincial towns.

As the hotels cater primarily to business people, it is generally

convenient to

establish these hotels near to office buildings, restaurants and entertainment outlets. Commercial travellers, with their set and often limited

expenses require inexpensive accommodation, they also require a certain standard of comfort. The commercial traveller requires good, plain, homely food stuff, comfortable bed, clean surroundings and a place where they can enjoy peaceful atmosphere. The facilities

provided in commercial hotels typically include a small meeting and conference room, a medium sized restaurant, a lounge and swimming pool. Many hotels have installed elaborate recreational amenities, health club, tennis court, all year round swimming pools. Commercial hotels are normally owner run, and a successful business depends upon their operation on a friendly and comfortable use. The average guests stay is of short duration, though some have a wide area to cover and make the hotel their headquarters. Meals are served at fixed hours, the principal ones being breakfast and dinners, luncheons not always being required. The items are on a bed and breakfast rate with additional charges for all other meals.


Airport Hotels :-

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

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

airport to

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


Residential Hotels :-

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

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

generally in the hands of private operators.

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

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

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

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


Natural Recreational Resort Hotels :-

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


Ski-Resorts Hotels :-

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

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


International Hotels :-

These are modern style hotel, these establishments provide accommodation, restaurant facilities, grill rooms, banqueting suites and bars as an integral part of their business.

Hotels in the international grouping are mostly owned by public companies and controlled by a board of directors. The overall operational responsibility of the companys affairs fall on the managing director. These hotels are generally divided into various

departments under a residential general manager who is directly responsible to the managing director. f) Semi-Residential Hotels :-

These hotels offer its rooms at a weekly or monthly rates basis. The rates are reduced for prolonged occupancy. They attract permanent tenants who do not wish to be bound by lease, as well as many transients who want to take advantage of the reduced rate for longer stay. These hotels operate under the European Plan and are situated in cities.


Heritage Hotels :-

Heritage hotels are run in palaces / castles / forts / residences of any sizes. The facade, architectural features & general construction should have the distinctive

qualities, and decor in keeping with the traditional way of the place. The hotels offer good quality cuisine and the food and beverage service. There are served by qualified,

trained, experienced, efficient and courteous staff in smart and clean uniforms & the staff coming in contact with the guests understand English.


Bed & Breakfast Hotels :-

These establishments provide rooms and breakfast. These are usually situated in big cities for passing travellers.


Condominiums :-

It involves joint ownership of a complex. The condominium owner purchases ad has the full benefit of a unit such as a guest room, suite,

apartment or villa and shares in the costs common to the whole complex.

These costs include taxes, maintenance of the premises, ground, parks, recreational facilities, provision of security services, etc. Each member of the condominium is free to occupy or sell his unit independently, but he is obliged under the terms of contract to contribute towards the pool of common facilities and services.


Hostels :-

A hostel is a residential establishment provided by the employer as a part of his welfare arrangements to house his employees, either temporarily or permanently. Hostels are operated by the owners where the employees have no local homes.


Floating Hotels / House Boats :-

As the name suggests, these hotels are located on the surface of the water. It may be on sea water, river water or on a lake. All facilities and services of a hotel are provided in these hotels.

These hotels are very popular in many countries. In many countries old luxury ships have been converted into floating hotels and are proving very popular among tourists. The atmosphere they provide is exclusive and exotic. In India, floating hotels in the form of house boats are very popular tourists.


Tourism needs variety and India with its vast dimensions and diversity offers to every class of visitors something not found else where from the eternal snow capped peaks of the Himalayas and system of folk dance, to the big game hills.

India has an ancient civilization that is preserved in its region customs., traditions and architecture. It has distinctive culture and away of life shown in the form of the various delicious and tastes of food and beverages. Indias unique variety of natural attractions constitutes the resources of industry.


For first hand information visits were made of various hotels and accommodation units observations are made regarding the working operating and management techniques adopted by different units.

Tourism is continuing to expand in future due to influence of many factors. industry constitutes a vital part of tourist industry. Accommodation


can be rightly The

categorized us hotel accommodation, and supplementary accommodation. introduction of hotel chains gave birth to horizontal

concentration with the jumping of non-hotel companies like ITC Constructions Firms, Air India etc. TOURISM DEVELOPMENT IN INDIA

Tourism development in India has passed through many phases. At Government level the development of tourist facilities was taken up in a planned manner in 1956 coinciding with the Second Five Year Plan. The approach has evolved from isolated planning of single unit facilities in the Second and Third Five Year Plans. The Sixth Plan marked the beginning of a new era when tourism began to be considered a major instrument for social integration and economic development.

But it was only after the 80s that tourism activity gained momentum. The Government took several significant steps. A National Policy on tourism was announced in 1982. Later in 1988, the National Committee on Tourism formulated a comprehensive plan for achieving a sustainable growth in tourism. In 1992, a National Action Plan was prepared and in 1996 the National Strategy for Promotion of Tourism was drafted. In 1997, a draft new tourism policy in tune with the economic policies of the Government and the trends in tourism development was published for public debate.

The draft policy is now under revision. The proposed policy recognises the roles of Central and State governments, public sector undertakings and the private sector in the development of tourism. The need for involvement of Panchayati Raj institutions, local bodies, non-governmental organisations of tourism facilities has also been recognised. and the local youth in the creation

The other major development that took place were the setting up of the India Tourism Development Corporation in 1966 to promote India as a tourist destination and the Tourism Finance Corporation in 1989 to finance tourism projects. Altogether, 21 Government-run Hotel Management and Catering Technology Institutes and 14 Food Craft Institutes were also established for imparting specialised training in hoteliering and catering.


objective scope methodology and limitations


This project is aimed as to know each department of the Le-Meridien, New Delhi in detail and suggest to improve upon where possible.

To acquaint oneself with the problematic area of the hotel. To find solution for problems faced in the various department and seek remedy for the problems.

To study the various departments, their functioning systems and their procedures.


The approach adopted for studying was in correct direction and the data was assimilated in two stages.

Primary Data :-

This is the data, which was collected from people who are working in the paying personnel visit to them and questioning them about hotel operations.

hotel by

Secondary Data :-

This is the data, which was collected from magazines, newspapers and various books, journals etc.


1) Data collected by interviewing may not necessarily be correct as a part of

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


Profile of the place


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

experience in itself. an experience in selfdiscovery an eternal oneness of the body and soul. To every visitor; Varanasi offers a breathtaking experience. The rays of the dawn shimmer -ing across the Ganges the high-banks ; the temples and shrines along the banks bathed in a golden hue soul stirring hymns and mantras alongwith the fragrance of incense filling the airand the refreshing dip in the holy waters gently splashing at the Ghats. Varanasi the land where experience and discovery reach the ultimate bliss. Varanasi is also renowned for its rich tapestry of music, arts, crafts and education. Some of the world renowned exponents India has produced in these fields were schooled in Varanasis cultural ethos. Luminaries apart, Varanasi abounds in the art of silk weaving, an exotic work of art which manifests itself in precious Banarasi Silk Sarees and Silk brocades which are cherished as collectors items across the world today. GENERAL INFORMATION Area Altitude Season : 2.80 sq. km. : 80.71 mtrs. Above sea level. : october- March (Winter) : Woollens Language Festivals Local Transport AIR Indian Airlines flies to Babatpur airport which is 22 km. from Varanasi and 30 km. from Sarnath There is a. direct, daily flight connection between Varanasi and New : Hindia, English : Buddha Purnima (Full Moon, April May), Anniversary of First Sermon (Full Moon, July-August) : Buses / Cycle rickshaws / Auto rickshaws / Taxis

Clothing (Summer) : Cootons

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

CHAUKHANDI STUPA Chaukhandi is the first monument one encounters as one enters Sanath. It is a lofty mound of brick work whose square endifice is surrounded by a octagonal tower. Originally said to built by Emperor Ashoka. DHAMEK STUPA The most remarkable structure at Sarnath, is the cylindrical Dhamek Stupa, 28 mts in diameter at the base and 43.6 mts in height, built partly of stone and partly of brick. The stone facing the lower part is adorned with delicate floral carvings of Gupta origin. MULAGANDHA KUTI VIHAR This mordern temple has been erected by the Mahabodhi Society. It has excellent frescoes by Kosetsu Nosu japans foremost painter and is a rich repository of Buddhist literature. The ancient Mulagandha Kuti temple is among the brick ruins of Sarnath River Front (Ghats) the spectacular 4 km sweep of the Ghats is unique sight, best viewed at dawn, in that "soft first light" when the river and Ghats have a timeless appeal. SARNATH MUSEUM Sarnath yielded a rich collection of sculptures comprising numerous Buddha and Bodhisattva images. Considerde amongst the finest specimens of Buddhist art, these have been housed at the museum, adjiacent to the site. The museum is open from 10 am to 5 pm, and closed on Fridays. Apart from the above the other objects of lnterest at Sarnath are the Dharmrajika Stup, magnificent Lion

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

Sarnath is also sacred to the Jains because they look upon it as the site of asceticism and death of Shreyamshanath, the 11th Trithankara. TEMPLES AND PILGRIMS


ANNAPURNA TEMPLE SANKATHA TEMPLE KALBHAIRAV TEMPLE MRITUNJAY MAHADEV TEMPLE NEW VISHWANATH TEMPLE DURGA TEMPLE TULSI MANAS TEMPLE SANKATMOCHAN TEMPLE BHARAT MATA TEMPLE THE KASHI VISHWANATH TEMPLE Also known as the Golden Temple, it is dedicated to Lord shiva, the presiding deity of the city. Varanasi is Said to be the point at which the first jyotirlinga, the fiery pillar of light by which shiva manifested has supremacy over others gods, broke through the Earths crust and flared towards the heavens. More than the Gaths and even the Ganga, the Shivalinga installed in the temple remains the devotional focus of Varanasi.

ANNAPURNA TEMPLE Near the Kashi Vishwanath temple, there is a nice temple of Devi Annapurna , believed as the "Godess of Fooding".

SANKATHA TEMPLE Near the Sindhia Ghat , there is a important temple of "Godess of Remedy" Devi Sankatha. Inside its premises there is a huge statue of a Lion. Also there is nine temples of nine planets nearby to this temple. KALBHAIRAV TEMPLE It is the ancient temple of Varanasi near the Head Post Office, VishesharGanj. God KalBhairav is believed as "Kotwal Of Varanasi" , without his permission no one can stay in Kashi. MRITUNJAY MAHADEV TEMPLE On the route of Daranagar to Kalbhairav temple this temple of Lord Shiva is situated . Just besides this temple there is a Well of much religious importance , whose water is said to be mixture of several underground streams and good for eliminating several diseases. NEW VISHWANATH TEMPLE Situated in the premises of Banaras Hindu University, a modern place of worship planned by Pandit Malviya and built by the Birlas. Open to all, irrespective of caste or creed.

DURGA TEMPLE Commonly called the Monkey temple, it was built in the 18th century. Although it is one of the best-known temple. There is nice stonework done of the temple, it is the nice example of NAGRA Shilp. Godess DURGA is believed as the symbol of Strength and Power which govern the entire world. There is a pond adjacent to the temple called "Durgakund".

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




This festival celebrates the birth of Lord Buddha with trditional religious fervour. A large fair is held at Sarnath and the relice of the Buddha are taken out for public display in a procession on this day.


The unique Ramleela of Ramnager performed in the pageant style, was started about 1830 by Maharaja Udit Narayan Singh of Banaras, and has today become famous the world over. Thousends gather to see the enactments during months of sep.- oct.

A five days music festival of Dhrupad is performed by renowned artistes at Tulsi Ghat. It is very popular among foreign tourists.

Jannotsav of Lord Hanuman is celebrated at Sankat Mochan Temple for five days with cultural & musical programmes by artistes from all over India.
BHARAT MILAP (at Nati Imli)

Celebreting Lord Rams return to Ayodhya after 14th years of exile and his reunion with his brother Bharat, this festivel is held the day following Dussehra.

Attended by the Kashi Naresh resplendent in regal finery, the festival attracts a large number of devotlees.

Showing a story from Ramayan in which Surpanakha- the sister of Ravancomes to entice Ram and then Lakshman. But Lakshman cuts her nose and she goes back crying. This act is enacted as a stage- play during mid oct. in the locality of Chetgung. Numerous processions and tableaux are also carried out on the occasion.

In a performance, Lord Krishana jumps into Ganga for Nag Nathan at the local Tulsi Ghat. It is famous as Nag Nathaiya Leela . Many people congregate to see this event, held during the months of Nov.-Dec.

On this day every Shiv Mandir is decorated. In Varanasi a marriage procession of Lord Shiva is taken out starting from Mahamrityunjaya Temple, Daranagar to Kashi Vishwanath Temple via Chowk.

It has a special importance in the ancient Parikrama of India, starting and finishing at ManiKarnika Ghat. Each Parikrama passes through five places: Kardmeshwar, Bhimchandi, Rameshwar, Shivpur & Kapil Dhara.

Ganga Mahotsav, the tourism festival of Varanasi is celebrated every year from Prabodhani Ekadashi to Kartik Purnima in the month of Oct.-Nov. The festival celebrates the rich cultural heritage of Varanasi.

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




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









refrigerator , AC, hair dryers , satellite providing the hospitality the guest.

T.V., mini bar , house

video channel telephone with ISD , AC , telephone and television The various cuisine served in the property are continental, Chinese , mugali and Indian . Complete conference facilities at apple valley resorts make it the perfect place for the working sabbatical. The conference room will seat up 80 in the horse shoe layout and up to 140 in theatre style. The gymnasium with health and fitness center. Beauty parlor with barber shop, same day laundry and express dry cleaning service , tour and travel resk, shopping arcade, gift center. Car parking facility, 24 hours currency exchange literacy. All the staff of the hotel is being spearheaded by Mr Ramjee Sharma who is the director of the organization. Hotel make it the perfect place for the working sabbatical. It will seat up to 80 in horse shoe layout and upto 140 in the theatre style. The resort is a hamlet of cottages, with luxury accommodation in each cottage. Be it a family longing for a holiday , or couple on honeymoon or a business delegation for a conference the apple valley resort has something for every one. A well appointed lobby in the master house of the resort welcomes you. The front desk introduces you to the service of the resort. The grand staircase of the master house leads to the library and recreation rooms with billiards.

Chitra, the bar : Promises to keep you in the highest spirits with the selection of well concocted cocktails. The Buddha, Coffee Shop : Open round the clock the coffee shop serves any time snacks. .

HOTEL AT GLANCE 1) Name 2) Category 3) Location : : : HOTEL DELTA INTERNATIONAL three star deluxe DELTA MORE ,DUMOHAN, BODHGAYA

4) Address

Hotel Delta International Gaya,bodhgaya on National Highway Distt-gaya [bihar] India ,824231

5) Telephone No.

( code-0091)-2200854,2200234 FAX-(0091) 2200234

6) name of the general manager/director : 7) number of floors :

Mr Ramjej Sharma

three floors

8) number of rooms 9) Type of clientele

: :

80( STD-5, DLX-6, LS-5, CS-4 ) tourist ( domestic & International )

Business. 11) Ownership 12) banquet hall : : Private limited

one ( banqwet parties ranging from 100-150.

13) conference rooms

one (seat upto 50 in horse shane layout

& upto 100 in theatre style) 14) No of restaurants : Gautam restaurant, Rahlla is the

24hrs. coffee shop. 15) No. of bar 16) Other facilities : : Chitra bar

Room service, Xerox , telex , international direct

dialing, credit card accept floor music. C.C.T.V doctors on call round the clock confined to running a hotel cum restaurant under the name Hotel delta international .It is recognized by department of tourism & Government of India and it is also concerned with I.A.T.O ALLIED, TAAL, HPHRA & FH & RA India. The hotel is providing food, accommodation .leisure & sightseeing and time share the conceived in 1998.The hotel is an elegant exposition exposition in the valley of bush green forest & river running aside providing a very natural,beautiful,soothing view for the clientele.

TARIFF-2006-2007 TYPE OF Accommodation Double with bath 3300/(high season) single occupancy (high season) double with bath (low season) single occupancy (low season) EP 2000/. 2300/MAP 2600/3600/3100/. 2500/2600/.. 2500/2100/2000/AP

. 2700/2850/. . 2350/1600/2300/. 1500/2200/1950/ 1850/250/650/800/(adult) (adult) 250/(child) 500/600/(child) 200/free

(adult) Extra bed (child) child below 12 years child below 3 years free

no bed free


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


Step 1: WARM WELCOME guest recognition use guest name

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

exclusive lounge facility with its own library, bar, restaurant, tea,coffe,service, complementary use of meeting room 84 INTERNATIONAL Rooms A separate block consisting of rooms with beautiful views over looking water bodies / sprwiings greens, the Sheraton Tower block is equipped with a separate lounge for residents. Privileges include: complimentary airport transfer, complementary American breakfast, 24 hours butler service

complementary club hour, use of the executive tower club lunge facility, complimentary use of office and meeting room at the towers club 126 Executive Club Room: Privileges include: use complementary breakfast FACILITIES IN THE HOTEL: o 24hours room service o Business centre with secretarial service facility available 24 hours. o Safe deposit lockers. o Internet. o Fax service. o Hotel Doctor- on call o Laundry service Regular service: Collection between 7a.m. to 10a.m. (standard Tariff). Delivery- By 6p.m sameday. Express Service- Collection between 10a.m. &1p.m.(50% Additional Charge) Delevery by 6p.m. same day. Oversight service: Collection by 12;00midnight. (100% Additional Charge) Delevery-next morning at time specified by the guest Mini Bar in rooms. Shopping arcade and pastry shop. STD/ISD facility. Sight seeing package for guest. of executive lounge facility,

Photo copying. Money Changer- Available 24 hours. Service of pickup and the airport and railway station. Parking service/valet Conference and meeting facilities. Smoke detector. Television with cable o Spa Therapy-(is open between 7:30a.m. to 10:00 p.m) Service offered Massage Therapies. Body polishes. Body treatments. Hydrotherapy baths. Hair treatments. Facial & eye treatments. Swimming pool- There are 2 swimming port. (is open between 6a.m.To 9.p.m. on all days.) Tennis courts: (is open between 6A.M. To 9P.m> 0n all days.) Gymnasium (in open between 6a.m to 10p.m in all days) Beauty Saloon: ( in open between 9a.m. to 8.p.m on all days) Travel desk: Available 24 hours. The travel desk at the Delta International arrange transport service for the guest on request as well as offers complimentary airport pick-up and drop for the guests.

o o o o o o

DINNING: BUDH (24 hour Multi cuisine Restaurant) The pavilion the 24 hour multi cuisine restaurant at Delta International offers a delectable variety of buffet fare throuoght the week, for breakfast, lunch as well as dinner. hosting, It prides in The pavilion is open for lunch and from 7:30 p.m. to

11:45 p.m. for dinner. The buffet spread includes Indian, continental, Dakshin and the lebanes spread- Maroush. Timings: Round-the Clock.

GAUTAM Serving the acclaimed cuisine from the rugged North West Frontier. This restaurant is set amidst a charming ambience, where you tie on checked aprons and are encouraged to eat with your fingers! Timings: Lunch: 12:30P.M to 3:00pm. 7:30 P.M. to 12 midnight. PAVITRA A celebration of the rich diversity of traditional Indian cuisine offering the rare pleasures of specialty cuisines the Meliavurs, Bhadrolok, Jolly Natovs and Marwari deli12cacies. Timings: 7:30 P.M to 11:45 P.MN ( on all days) CHITRA Bar & Grill A distinctive medley of Western bar-cum-grill, offering cognacs and cigars. Timings: Bar-12 noon to 12 midnight Grill -7:30 P.M to 11:45 P.M. Dublin A distinctively Irish put with a dance floor. Timing: 6:00 P.M to 1:00A.M. (Wednesday & Friday to Sunday) SARTHI The delicacies of Asia, all in one kitchen. Sample delicacies from China, Sichuan Province, Korea,Japan, Mongolies and Thailand. Timings: Lunch(weekends) 12:30 to 2:40 P.M. Dinner (All days) 7:30 PM to 11.45 PM RAHLLA Tea Lounge & Beverages. Timings: 9:00A.M to 11:45> a

cornueopia of choicest wines along with the finest single malts,

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




The front office department plays a vital role in the success of the hotel. The front office is an office which is in full view of our guests.

Front office is described as the heart of the hotel and controls the flow of communication with all other departments. From time of arrival to the time of

departure, the front office staff are in contact with the guests.

1. Role of front office 2. Front Office Procedure Reservation Pre-arrival activities Check in Guest accounting and auditing Checkout HIRERARCHY





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

The impression of the hotel which the guest forms is vital for the organization. The front office staff bears in mind that the guest at the hotel is making the hotel is temporary home, spending a considerable amount of money and its therefore entitled to the courtesy and treatment that he would normally expect in his home. A satisfied guest is a mobile advertisement for the establishment and he becomes regular as well as recommends his friends. If the hotel projects an image of being projects upon the guest arrival, small lapses are overlooked by the guest. Some of the task undertaken by the front office area: 1. Welcome arriving guests 2. 3. 4. 5. 6. 7. 8. Completing the hotel register Recording register Compiling guest bills Providing information Under taking communications Maximizing occupancy Handling messages and keys

FRONT OFFICE PROCEDURES: Reservations: The reservations is the section of the front office where all the requests for reservations are received and processed reservation is one of the most important necessity for a traveler so that he could have a smooth well planned trip

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

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

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

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

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

be able to give the guest the experience he wants and the price he is willing to pay. Hierarchy of Food and Beverage Production Rules followed by the kitchen staff of the Resort standardized recipes are followed: 1. 2. 3. 4. 5. No staff meals are allowed inside the kitchen Over production and under production is avoided Kitchen consumption register are maintained Requisitions are done accordance with need Inventory control is maintained

Forms and formats used in kitchen Requisitions order form

Daily food portion sheet i.e. no. of portion of food sold

Pastry register Duty roaster KOT (Kitchen Order Ticket) The Duties of Executive Chef include: Food cost control techniques Use of kitchen equipments Hygiene and sanitation Preparation of Standard Recipes Performance appraisal of kitchen staff Kitchen staff problems and disciplinary action Maintenance of files and formats Co-ordination with service outlets Co-ordination with kitchen stewarding for supplies and maintenance of equipments Organization of kitchen operations and delegation of duties to the staff Menu planning in consultation with F & B Manager

Drawing up of duty roasters Testing of new food items Control of received merchandise Supervising food preparation Encourage the staff To ensure that required kitchen profit target is attained To advise management on purchase of kitchen equipment requirement Check weight and quality of goods on arrival Organize and conduct training To provide management with full information on the efficiency of kitchen operation. Sous Chef Sous means under in French and the Sous Chef is the second chef in command of the kitchen. The assistant head chef understudies the Head Chef in all his duties. It is the Sous Chef who calls up the order from the kitchen and supervises the service. He is mainly responsible for the efficient day-to-day functioning of the kitchen. He reports to the executive chef.

Some of the major duties of a Sous Chef are:

o o o o Co-operation with the Executive Chef Menu planning Direct supervision of kitchen practical activities Direct supervision of service during meal service

Chef de parties Partie is a French word meaning part (of a whole) or section.

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

INDIAN: This kitchen consists of the tandoor and south Indian with the main Indian kitchen. This kitchen plays a prime part in

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

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

Chineises soups maincourse, desserts ae cooked here.

Chinese South Indian| Indian & Tandoor Continental Halwai Pantry Bakery

2 1 4 2 2 2 2

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

items for all the outlets are picked up from the pantry. In this hotel pantry, FOOD COST The Delta International has a food cost of 31% which is maintained according the standard. The following are the procedures followed to keep the food cost under check: All purchases of the kitchen items are under the chefs control. Over production is always avoided. Efficient and hygienic way of re-chauffing. Strict control over store requisition. Minimum wastage Portion control and standard recipe. Efficient storage systems

KITCHEN STEWARDING: This department is required to maintain high standard of hygiene. Kitchen stewarding department has to the man responsibility to maintain hygiene and cleanliness of kitchen area. This department is also deputed to supply the necessary equipments cutlery, crockery and glassware to the kitchen and the restaurant. Functions of the Department: Up keep and hygiene maintenance of the kitchen equipment Supply of kitchen linen (dusters, muslin cloths etc) Record keeping and inventory of crockery, cutlery and glassware. Upkeep the maintenance of all kitchen equipments. Garbage disposal

Hiring extra kitchen equipment for special occasion. > Record and inventory of LPG gas. Area of work: 1. 2. 3. 4. 5. 6. Kitchen area Dish wash Pot wash Cafeteria Gas bank Lockers (Gents)

Ladies lockers are locked after by chamber maids from house keeping.

SPECIALITY: It has 2 hygienic teams. This team mainly consists of the K.S. supervisor, few utility workers and cooks of the respective department. This team has daily or weekly cleaning schedules and maintenance of the equipments which is followed strictly. 2. This department co-ordinates with the maintenance department and undertakes preventive measure of the kitchen equipments. FOOD AND BEVERAGE SERVICE 1. AIMS AND OBJECTIVES 2. SECTIONS OF F &V SERVICE 3. CO-ORDINATION WITH OTHER DEPARTMENTS 4. INVENTRY TAKING AND BEVERAGE CONTROL AIMS AND OBJECTIVES: 1.

The F & B Service department is the second most revenue producing department. The aim of the staff is to provide efficient fast, courteous and personalized service to all he guest. They maximize the profits by means of suggesting, selling showmanship


RESTAURENT ROOM SERVICE F & B Manager Restaurant Mgr. Hostess F & B Manager Room service Mgr Senior Captain

BANQUETS Banquet Mgr Banquet sup. Barman (wine-waiter)

BAR F & B Manager Bar Man Asst.Bar Man

Supervisor Head waiter Waiter

captain Steward Assistant Steward

waiter Assistant Waiter Casual Staff


Assistant waiter

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

Restaurant Manager The Restaurant Manager is responsible for the He

overall operation

of the establishments which serve food.

He coordinates and directs the work of the employees. restaurant.

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

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

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

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

The procedures for Banquet Booking are: 1. 2. 3. 4. 5. 6. Booking of banquets_ Number of people confirmed Advance taken. Time of arrival and type of food and service confirmed Mode of settlement. Special instructions if any

The above details are taken down in the Function Prospectus and its copies are sent to the executive chef, house keeping, F & B manager, security, front office department and the general manager. CO-ORDINATION WITH OTHER DEPARTMETNS: 1. 2. 3. 4. Kitchen House keeping Account and F & B control Engineering and Maintenance

INVENTORY TAKING AND BEVERAGE CONTROL: The biggest problem with liquor control is the nature of the product. There has to be a proper control on the movement of the beverages from their purchases, receipts, storages and their use on sale. The issue of stock from the store room is done by suing a requisition and a bottle exchange system. The barman bills out a requisition slip where any liquor is needed. The original copy is sent to the store room. The store room clerk then signs the slip and sends it to the F & B controller who prepares the daily cost sheet record. The bar thus maintains a par stock of one and half time the greatest amount used of any bottle on the busiest day. Sometimes periodic checks are made by the F & B manager to check for watering i.e. addition of water to the alcohol to cover up sales which have been made and

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



SECTION OF THE HOUSE KEEPING DEPARTMENT The house keeping department has the following sub-section which help them to run the operations smoothly and which are directly under its control: 1. 2. 3. 4. 5. 6. PUBLIC AREA ROOMS LINEN ROOM UNIFORM ROOM LAUNDRY CONTROL DESK

PUBLIC AREA: The public area includes the areas which are used by the guest as well as the public. These include the gardens, the car park, the restaurants, the lobby, shopping arcades, health club, swimming pool, corridors etc. there is public areas supervisor who is assisted by the house-men and the casuals to look after the cleanliness of these areas. Supervisors are allotted these areas and they ensure that these are cleaned and standard maintained as per the specification of the hotel. He/She then goes around to ensure that cleanliness is being maintained. ROOMS: The vacant blocked rooms are cleaned first, followed, by blocked departure room. Priority for servicing blocked departure rooms depends upon the guests time of arrival. Lastly the occupied rooms are cleaned and priority is given

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

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

GUEST LAUNDRY PROCEDURE: When the guest calls the housekeeping and asks for his laundry to be collected, the room number and time is recorded after which a valet is sent to his room to collect the

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

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

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



an extensive array of massage theratpies

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

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

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








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

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




ACCOUNTS: The hotel being a part of a sophisticated and vibrant industry has voluminous cash turn over and for effective management efficient systems and controls are followed. The accounts department maintains all debit and credit operations. It records transactions regarding the hotel operations. It records the sales of rooms, food and beverages and other hotel facilities. It dispenses wages to the staff. It shows the status of the hotel by preparing the profit and loss account statements. It directly controls credit

cards, guest financial portfolios and transactions in foreging currency.

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

FILES & REGISTERS MINTAINED: 1. 2. 3. 4. 5. Daily wine and liquor inventory. Daily sales inventory Daily cost report. Flash report. Breakage & spoilage check report.











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

Bevaerages - Monthly contract

Daily needs - Cash Purchase Heavy Equipments- Cash Purchase RECEIVING: This is the department where the supplies requisitioned for, first arrive in the hotel and products which match the quality standards specified in the quotations are accepted. When the food items are received they are checked and weighed in front of the suppliers.

The system and procedures followed are: 1. Each item is stored in the store room in sea port bins for each branch and type. The room is kept closed at all times and has a lock on it. Every day the par stock is maintained. 2. Depending upon the need the purchase order form is filled which his in triplicate. The original is sent to the suppliers. The second to the accounts and the third is kept by the stores. 3. when the goods arrive the receiving clerk receives it and prepares the receiving clerks report, listing the item accurately. He then checks the original order against the invoices to verify the prices, provisions total and merchandise being delivered. The invo9ce and the receiving clerks report are sent to the F & B managers office who scrutinizes the original purchase order for price and quantity before approving it. 4. after the wines and spirits are received they are stamped with a code number. Wine bottles are usually stored horizontal on shelves and spirit bottles are attached to the bin so that the exact quantity of code numbers the selling price is noted. This helps in maintaining par stocks.

5. a monthly inventory is taken to as a control on the beverages and checks for losses. The store person verifies. With the count on the bin card along with actual number of bottles he has counted in the bin. STORES Once the items are received they are stored in a manner which prevents deterioration of quality and reduces chances of pilferage. Perishables are purchased in the right quantity needed and are sent to the respective kitchens who in turn are responsible for their storage in the cold rooms. Dry perishables arc kept in t6he stores which is in close contact with both, the kitchen the stores. It is away from direct sunlight and is pest controlled goods are issued against proper requisitions which should be signed by the authorized personnel only.

The storage systems are: Vegetable Eggs Raw meat unprocessed Raw meat processed Dairy products walk in coolers (4-8 *c) walk in coolers (2-4 *c) walk in coolers (2-4 *c) deep freezers (-10 *c) 4 door cooler (2-4 *c)

Food items

dry stores

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

Other Duties of the E & M Department are: 1. Smooth functioning of guest utilities. 2. Attend and rectify all technical snags 3. Respond and replace all worn out item. 4. Follow the specify functions during conference4s and banquets. Forms And Formats: 1. 2. 3. 4. 5. Maintenance order slip. Preventive maintenance table. Logbook. Issue register. Duty on job chart


Chief engineer Supervisor


Plumber A/C Mechanics

1. Security 2. Functions Security: The hotel security is more for a preventive purpose designed to minimize loss and damage to life and property when they sort of disaster occurs. The chief security officer is totally

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





The office assistants were not very keen about their jobs. No doubt, they were performing their daily duties normally, but extra edge or charm was not there in their performance. he reservation assistant use to take observations on the phone with bare minimum guest details, and did not even try up-selling. At the front desk the receptionists were never do a extra thing to please a in-house

guest, and they always tried to neglect or avoid in-house guest as the guests were adding burden to their existing work schedule.


Now, as long as the front office assistants perform their duties correctly and honestly there should not be a problem, but on the other hand a little extra from them would only help them increase sales and build an even better reputation for the establishment. Small things that are done, matter a lot in the long run. believe a training class for all the front office assistants must be held, where all their humanitarian skills must be brushed up. they must be first congratulated on their current status of work and then, should be asked to improve.


The bell boys movement card was not being maintained properly and the front office assistants were not keeping a track of their movement as result of this the use to wander about in the property and take very long time to complete the tasks given to them. Also the belly boy movement cards were signed at the end of the shifts.


To track and get efficient work out of the bell boys the front office assistants or the cm must ensure that dont send bell boys away on private work from the lobby area. Secondly the seniors must make sure that the sign the bell boy movement card after every errand given and they must see to it that the bells boys mention the time they leave and arrive back at the lobby.


The hotel has a very small lobby with no specific information or travel desk. The reception counter itself was being used for this purposes. Hence the

reception counter was crowded at all times and some times the guests were neglected as the staff was unable of handling many people at one time. SOLUTION

There should be a small information counter or travel desk made in the lobby. This would in the long run help the hotel as the guest would be satisfied by the service he gets and the staff also would be able to give them more attention. As now what happens is that the guest who are checking in are given first priority and the one staying with us have to wait for a while before they can get their work done. This also have an negative impression.


Often they have computer shutdowns which also creates major problems as it usually happens without prior information keeping the guest waiting for check ins - check out and information.


The computer shutdowns should be minimized and even when done should be after prior information to the desk.



The container for drinking water in the Sippers restaurant of Le-Meridien is made of metal which tends to set sediments at the bottom of the container giving an unhygienic scene to the guest.


The Sippers restaurant should use glass containers instead of metal and the container should be cleaned regularly.


To take ice cubes out of the machine, the service boys often use the glassware from the restaurants instead of the pans.


The ice cubes machines should be provided with pans chain tied which will help the pan to be in container always. The waiter should be strictly instructed not to use glasses for this purpose.


The banquet halls are big but lack of staff to host big functions, thus problems arise when the functions are held.


Enough staff should be employed in the banquets as it is one of the major revenue earning area and if there is a shortage of staff they should be hired.


No proper supply of table clothes. Hence service staff are forced to use soiled table cloth by which guest feels standards are low.


Sufficient table cloths has to be provided to the restaurant as it may show well organised structure. A certain number of table cloths should be kept always as par stock as a precaution to the wore out table cloths.



The various sections of the kitchen does not have partitions. This leads to exchange of equipment and utensils and causes confusion among the

kitchen personnel and causes disputes which lowers the efficiency of the cooks.


Partitions should be made between various sections of the kitchen. So that one section do not use other sections raw materials or equipments.


Consumption of most of the food prepared in the kitchen by the staff, which shows the inefficient supervision. increases the wastage of food. This affects the food cost and also

SUGGESTION The staff should be properly guided regarding this, strict supervision must be made to check all the staff that they would have their meals in staff cafeteria and no where else. PROBLEM

The cleaning process of equipment like juicers, mixers, grinder are not properly carried out leading to a messy condition in the kitchen


Juicers, mixers, grinders etc. should be cleaned regularly after and before use. The blades should be removed for proper cleaning and put back after drying.


Lack of proper lighting especially in the walk - in - coolers reduces the work efficient of the staff as it strains their eyes and is also time consuming as it is difficult to search goods in dark.


Proper lighting especially in walk - in - coolers as it can avoid major accidents.



The laundry is not well equipped with the equipments and latest machines. Due to which the machines used for washing and drying were over loaded which result in timely supply of fresh linen to the guest.

SUGGESTION Introduce latest machines and equipments in the laundry to quicken the provision and timely supply of fresh linen to the guest rooms and various other outlets. This helps in making goodwill among the guests.


The duty allocation of employees was not properly done. The staff was not being rotated especially the house men / room boys. hat use to happen because of this that some staff got lesser or easier work when compared to others. This use to demoralize and which was deteriorating the quality of their work.


I feel the most appropriate and effective way of solving this problem is by circulating the staff on a weekly basis from the floors to public area to the laundry section. By doing this, the staff will also have a change in their work schedule, and because they would be working with different people, the management will also benefit from this and this will had to firstly cooperation within the department on a large scale and secondly that it would increase the work efficiency of the staff. this is same thing that should be done so that the

staff can break loose from the monotonous work schedule that the staff currently have. The staff on the other hand will be looking forward to the change in their work schedule, because a different area or section every week would be like a fresh start every week.


Lack of employees thus more work load on other staff.


Adequate number of staff are needed to be recruited to reduce the work load and increase efficiency.

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

collected to put forward recommendation for improvement of the overall performance. Critical observations and recommendations have been made for the problem areas in regard to layout hygiene and sanitation equipment and general matters. For the purpose of improving efficiency productivity, profitability, better and safe working environment, increased employee interest and resultant high quality products. This study has been a truly enlightening learning experience. It has

provided an insight into the various operational, problems and drawbacks that may be faced in any mass catering operation. It has skilled and experienced craftsman, who if continue to work in the dedicated fashion and introduce improvements when necessary, will sincerely manage to retain the market it has captured and widen its horizon.



An Introduction to Tourism -

Lan Jackson


Front Office

Sudhir Andrews


F&B Service

Sudhir Andrews


F&B Production

Thangam E. Philip


1. 2. 3. 4.