On the job training report

LIST OF FIGURES, FORMS, FORMATS AND PICTURES

v PHOTO GALLERY v F&B SERVICE ORGANISATION CHART v RESTAURANT LAYOUT v MENU CARD v KOT FORMAT v STORE INDENT v PURCHASE REQUISITION FORM v CASH/CREDIT MEMO FORM

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On the job training report

CHAPTER-1

Kerala Tourism Development Corporation

The Kerala Tourism Development Corporation (KTDC) is a government agency headed by MR. Cherian Philip that conducts and regulates the tourism activities of the Indian state of Kerala. The KTDC is headquartered at Trivandrum, and has offices across all the districts of Kerala. KTDC also operates hotels, resorts and tourist rest houses in different key locations within the state. The department has the official slogan Official host to God’s own country. The department has also won numerous awards for many of its initiatives.

The KTDC, the largest chains of hotels in Kerala, has over 60 properties across the state. You can choose from the most luxurious palaces to simple budget accommodation. All of them meticulously designed to provide convenience and comfort. So that you experience a slice of paradise every time you stay in God’s Own Country.

With an array of prime properties set in the finest spots of Kerala’s theme destinations, Kerala Tourism Development Corporation, the largest hotel chain in Kerala, present exotic ways to experience Kerala.

Designed to give you a feel of the heritage of hospitality this land is renowned for. Offering you a spectacular view of its natural splendor. And a taste of its spicy richness. With a subtle blend of the traditional and the luxurious, these properties are destinations by themselves.

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WATERSCAPES
BACKWATER RESORTS, KUMARAKAM

INTRODUCTION
Kerala is enriched with her backwaters and lakes. They have dilated her history. Shaped her present and promise a future by virtue of offering incomparable beauty and unique experience. The most interesting are in the backwaters is the"Kuttanad region" called the rice bowl of Kerala. Kerala's Ayurvedic lifestyle has a profound influence on the food habits and procedures of cooking. Abundant resources for vegetation, water and paddy suffice the culinary habits of the land. KUMARAKOM: When nature is all you need to recuperate, Kumarakom is undoubtedly the most invigorating, fascinating paradise in Kerala, God's own country. The slender coconut palms standing here, there and everywhere, its never ending paddy fields, meandering lagoons and backwaters, mangroves nesting birds of a hundred varieties can peacefully calm and invigorate your mind with renewed inspiration for your vocation and life. That is the pristine beauty of Kumarakom.

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In and Around Kumarakom Bird sanctuary Located on the banks of the Vembanad Lake, the bird sanctuary is spread across 14 acres. The Kumarakom Bird Sanctuary, an ornithologist's paradise is a favourite haunt of migratory birds like the siberian stork, egret, darter, heron and teal. Pathiramanal (sands of midnight), an enchanting island on the lake, can be accessed by boat from here. This 10 acre island on the backwaters is home to many rare varieties of migratory birds from different parts of the world. According to mythology a young Brahmin dived into the Vembanad Lake to perform his evening ablutions and the water madeway for the land to rise from below. The island can be accessed only by boat. A cruise along the Vembanad Lake is the best way to experience the sanctuary. Kerala backwaters The Kerala backwaters are a chain of brackish lagoons and lakes lying parallel to the Arabian Sea coast (known as the Malabar Coast) of Kerala state in southern India. The network includes five large lakes linked by canals, both manmade and natural, fed by 38 rivers, and extending virtually half the length of Kerala state. The backwaters were formed by the action of waves and shore currents creating low barrier islands across the mouths of the many rivers flowing down from the Western Ghats range.

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On the job training report WATERSCAPES-KUMARAKOM

Waterscape is a cluster of cozy, thatched cottages built on stilts 21/2 meters above the ground. The resort site is broken up into little islets on the western banks of the lake, is laced with a network of canals with wooden bridges over them. Waterscape is surrounded by coconut and rubber plantations, paddy fields and thick mangrove forests. At the other end of the estate is the Kumarakom bird sanctuary, a natural eco-system of the backwater birds. Assuring solitude, peace and quiet. It is an attempt to capture the essence of the Kerala experience and then offer it in a unique setting. Nothing has been added that does not already belong. It is just 20 km from Kottayam railway station and 110km from Cochin international Airport

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On the job training report FACILITIES • • • • • • • •
• • • • • • • • • • •

40 cottages Pearl Spot –The Multi Cuisine Restaurant The Coffee Lounge-The 24 hours working coffee shop Beer Parlour View Point-Conference Hall with 250 pax Age Halt –The massaging Centre High Life – Swimming Pool Satellite television & telephone Internet and Fax Facilities Travel Desk Currency Exchange Power Laundry Doctor on call Boat cruise on the backwaters Game Parlour Fishing Kettuvalloms-Traditional House Boats on hire basis Car hire facilities Sight seeing trips

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PICTUTRE GALLERY

FRONT OFIICE

SUPERIOR ROOM

PEARL SPOT, SPECIALITY RESTAURANT

CANAL VIEW ROOMS

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SUPERIOR LAKE VIEW ROOMS

COFFEE SHOP

VIEW OF THE LAKE

VIEW OF THE HOTEL

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CHAPTER-2

PROFILE OF F&B SERVICE DEPARTMENT Haute cuisine is guaranteed at waterscapes resorts food menu, in its restaurants and its other F&B outlets. The hotel has one of the best restaurants in Kumarakom, which serves regional, national and international dishes. The hotel also has its room service, beer parlour, coffee shop also at its service for the guest.

PEARL SPOT-THE MULTI CUISINE RESTAURANT Pearl spot is a multi cuisine restaurant standing on stilts over the lake offers a unique dining experience in the serene environs of backwater country. The restaurant is furnished in a themed and stylish manner. Pearl spot have a capacity of serving 60 covers at a time. It has 11 tables and it is classified as per the letters A, B, and C. Letter “A” is having 4 chairs in its 5 tables. Letter “B” has 6 chairs with 4 tables Row “c” is having 8 chairs in its 2 tables.

It has a separate buffet counter in a semi circle shape and buffet counter is opened for break fast, lunch and dinner. The corners of the buffet counter will be always decorated with beautiful flower arrangements and by the crafts of the trained employees doing beautiful carving works made in ice, vegetable, and margarine etc.The restaurant also serves wine and beer. Speaking about the guest who comes to the restaurant is mostly foreign travelers, business delegates, celebrities, beurocrats, and politicians. Its good place for an excellent dining experience.

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FOOD & BEVERAGE SERVICE ORGANISATION CHART

GENERAL MANAGER

F&B MANAGER

RESTAURANT ROOM SERVICE CAPTAIN CAPTAIN

HEAD WAITER

HEAD WAITER

WAITER

WAITER

TRAINEES

TRAINEES

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FOOD & BEVERAGE MANAGER Reports to: General Manager Job summary: Ensures that required profit margins are achieved for each F&B area in each financial period Updating and compiling, new wine list according to the availability of stocks, current trends and guest needs Compiling in liaison with the kitchen menus for the various food service areas of and for special occasions. The purchasing of all food and drinking materials. Ensure that quality on relation to the price is maintained

CAPTAIN Reports to; Outlet Manager Job summary; Overall in charge of the staff teams and is responsible for setting that al the dishes necessary for the preparation for service are efficiently Carried out. He will Assist the reception waiter during service and take order if necessary. He will compile duty rotes and staff holidays. Finally he motivates and makes appraisal report of each staff.

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HEAD WAITER Reports to; captain Job summary; He is in charge of one rang. He takes all the guest orders and delivers them to the guest after taking KOT.He maintains the cleanliness of staff. WAITER Reports to; captain Job summary; He acts at the instruction of the head waiter. He helps to clear the table after each course Takes ordered dish from kitchen as per the kot t o the guest. He does the cleaning and preparatory task

TRAINEE Reports to; waiter Job summary; He’s a learner. He clears the tables of dirty plates Keeps the side board well fitted with equipment. Lifts and carry heavy equipments. Does the mis-enplace and water service at the tables and necessary refilling at the buffet counter

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STAFF SCHEDULING The staff scheduling for F&B service Department differs according to the outlet. The restaurant, banquet, bar has two shifts per day. There is a day and evening shift for all departments, except room service departments, which has day, evening, and an evening night shift. Each employee will have to work for a minimum 48 hours a week if they work more an extra leave or an extra pay is given for overtime. The restaurant department has its employees working on odd even basis, one day an employee works for the day, the other day he has to work for night shift. If there is an employee shortage in banquet department the restaurant employees are taken for overtime shift. Each employee in the department has to work for 8hrs or more for a day for 6 days a week. Each shift will have one captain, one headwaiter, two waiters and three trainees at the restaurant. The banquet department has also their employee working on one-day morning and other day evening basis for 8 hours every working day, six days a week. If there is a shortage for employees then they have to do over time. Each shift will have two captains, three headwaiters, four waiters, and 10 trainees at the convention center during busy hours. Room service department has three shifts a day morning shift, evening shift and evening night shift. The employees doing morning shift does evening shift next day covering and the employee doing evening -night shift works for 16hrs in the shift and does it 3 times a week. There is a pair of employees doing the evening night shift on an odd even basis. Each shift has one captain one waiter and two trainees. Bar has two shifts a day, day and night shifts. Each shift has one caption, one headwaiter, two waiters and three trainees per shift.

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CHAPTER-3

LAYOUT OF RESTAURANT

A: – four covers B: – six covers C: – eight covers S: - sinks SB: - side boards

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EQUIPMENT USED IN RESTAURANT
Crockery • • • • • • • • • • Bread and Butter plate (side plate) Dessert plate (sweet plate) Tea & Coffee cup Tea & Coffee saucer Tea & Coffee pots Milk jugs Egg cups Soup cup Salad bowl Platter

Cutleries & Flatware’s • • • • • • • • • • • • Large knife & Large fork Joint fork &Joint knife Fish knife & Fish fork Dessert spoon & Dessert fork Soup spoon Bread & Butter knife Tea & coffee spoon Cruet set Pepper mill Ashtray Menu stand Table numbers

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Par stock in the side board Dinner plates: Salad plates: B&B plates: Cups: Saucers: 4 * no. of seats. 4 * no. of seats. 4 * no. of seats 4 * no. of seats 4 * no. of seats

Sugar containers: - 1 * no. of seats Flatware: Glassware: 4 * no. of seats 4 * no. of seats

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On the job training report

CHAPTER-4

FOOD AND BEVERAGE SERVICE OPERATIONS

The operations done at the F and B service unit differs according to the type of unit. Each outlet has its own function and guest to be handled. This is described outlet wise.

RESTAURANT v The operations at the restaurant starts at morning 6.30 am with arrangement of chef en dishes with food at the buffet counter .the mis en place is completed in the night shift for the morning buffet. The break fast stars at 7.00 am and room guest start coming to restaurant. And they are given free breakfast as per the continental plan. The captain makes a note of the room guest coming to have breakfast with the room occupancy chart. The guest is also served with tea, coffee and egg of their choice. v After the breakfast is over the food containers are taken for washing along with other dirt vessels, cutleries and the mis en scene for lunch is done with the arrangement of chef en dishes at the counter and placement of cutleries, water glass at the table and placing napkin folding. Then food is placed in the chef en dishes for the lunch buffet. The lunch starts at 12.30 pm until 3.00pm.during this; guests come and have their lunch buffet or a la carte lunch. The restaurant also serves alcohol during the lunch

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On the job training report

on guest request. The captain takes the responsibility of checking in to the guest payments and giving the cash to the cashier and providing the guest with receipt and wishing the guest a good day. In case of a room guest the bill is charged to the room and the guest signature is taken in the bill and is send to the front office. At three the day shift gets over and the evening shift takes charge and removes the dirt vessels and cleans the buffet counter. And performs the mis –en –place for evening dinner buffet. And during the evening shift the dirty napkins are send to the laundry for clean napkins in exchange. And the exchange of linen is noted in the linen book of restaurant. v The dinner begins at seven after the buffet table is ready. The food service and alcohol serving procedures remains the same. On arrival of the guest they are asked for reservation, if they have made any reservation at the restaurant. Then the guest are seated and served water. And the guest is presented with the buffet menu and the a la carte menu cards. Guest food orders are taken and the KOT is given to the kitchen for the same, and food is delivered to guest. In case of guest asks for alcohol they are given with wine and alcohol list. KOT is given to the bar and guest is served with liquor of their choice. Finally after the meal the alcohol bill is charged from the bar and restaurant bill at restaurant cash. Then dinner ends at 10.30 pm and food containers are removed and mis en place for the morning breakfast is done.

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On the job training report

ROOM SERVICE & COFFEE SHOP

The room service department takes care of coffee shop and room service. The operations performed the by the service room service with

department

involves

setting

room

trolley

necessary mis-en-place like cutleries and crockery, taking guest food and beverage orders, delivering it on time, clearing the dirty food plates, taking KOT for the food ordered and placing it on kitchen, charging the bill or crediting it to room guest account by taking guest signature, delivering the room guest credited bills to front office. These are the main operation done by room service. Other than this they also have an additional responsibility of looking after coffee shop which serves snacks and light beverages. Here employees have to keep ready the coffee shop mis-en-place by arranging cutleries, side plate, napkin folding, and water glasses. Taking guest orders on arrival, taking KOT, delivering the food and charging the guest for the services.

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FORMS & FORMATS USED IN F & B SERVICE

KOT/BOT/RECEIPT FORMAT

The format for KOT, BOT, and Bill is almost the same. All the four have the table number and name of the food item ordered. But in case of bill the formats have the price of food item, quantity ordered. And in case of room guest the bill bears the guest name. In the case of BOT, KOT it only bears the table number, name of food/beverage item and quantity ordered.

COVER OCCUPANCY REPORT

The cover occupancy report is used to analyze the sales that occurred in the restaurant basing up on the occupancy. Each table is shown in the report. If the sales a la carte/ table de hote are marked in the column of the concerned table. It has the name of the captain operating during the hour, number of covers sold, revenue earned, no of resident guest etc.

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On the job training report

CHAPTER-5

SWOT ANALYSIS
STRENGTHS v The hotel is eco –friendly v This hotel got a good natural beauty around it as its located beside Kumarakom bird sanctuary. v The resort has its own house boats for the resort guest to enjoy the backwaters. v The resort comes under the chain of KTDC currently known as Kerala Hotels And Resorts which helps it to get more reservations from abroad. the

WEAKNESS v The hotel staff is not well trained in guest handling and behaving with the guest. v Most of the hotel staff doesn’t have professional hotel management graduation. v The regular maintenance of the guest rooms are not done, which is reducing number of rooms that can be a sold. v There is problem related to rodents in the villas due to lack of pest control procedures. OPPERTUNITIES v The hotel can improve its boating capacity and start a boating club in the area which can increase the revenue. v The resort can conduct bird sanctuary tours for the resort guest.

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On the job training report v The hotel can open bar in the area

THREAT v The hotel is getting competition from near by resorts like Taj and Radissons. v The hotel should improve its marketing strategy to increase occupancy. v The hotel needs to recruit and fill in the vacancies of the employees, trainees. Else it might cause increase in work load to other employees.

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On the job training report

CONCLUSION

In conclusion, there ware many thing that I have experience and learned during the three month of my Industrial Training at WATERSCAPES. The whole training period was very interesting, instructive and challenging. Through this training I was able to gain new insights and more comprehensive understanding about the real industry working condition and practice. The three month placement also has provided me the opportunities to develop and improve my soft and functional skills. All of this valuable experience and knowledge that I have gained were not only acquired through the direct involvement in task given but also through other aspect of the training such as work observation , interaction with colleagues and superior. From what I have undergone, I am hundred percent agree that the industrial training program have achieve its entire primary objective. It’s also the best ways to prepare student in facing the real working life. As a result of the program now I am more confident to enter the employment world and build my future career.

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