Professional Documents
Culture Documents
TO
SAVITRIBAI PHULE PUNE UNIVERSITY,
SUBMITTED BY
PRADEEP DILIP KADAM
I like to highlight the procedure of the training program of which had provided
me an opportunity to enhance my technical knowledge regarding the
Hospitality Industry & its workings. It also helps me in developing the spirit of
professionalism, the sincerity and dedication towards my work.
LIST OF CONTENTS
SL NO. CONTENTS
1 CHAPTER-1
PROFILE OF THE HOTEL
2 CHAPTER-2
PROFILE OF THE DEPARTMENT
TRAINEED IN
3 CHAPTER-3
FORMS AND PICTURES
4 CHAPTER-4
OPERATIONS
5 CHAPTER-5
SWOT ANALYSIS
6
CONCLUSION
7
ANNEXURES
CHAPTER -1
PROFILE OF
Features:
Swimming Pool
Entertainment Golf.
Library
Fishing Deck
The hotel has the globally acclaimed Mandara Spa operating its
wellness section. Thai masseurs pamper you with holistic customized
wellness therapies, aroma therapy, ayurvedic massage, panchkarma,
ayurveda therapy, detoxification, systemic cleaning, lifestyle
management etc.
Business Services:
Hotel has over 3000 sq. ft. of banqueting and conferencing space
(with pre function area), board room, and a business center equipped
with the most modern facilities including property wide wi-fi
connectivity and video conferencing.
CHAPTER -2
PROFILE OF THE
DEPARTMENTS
Regardless of the class or type of the hotel, front office is the most
visible and essential focal point of a hotel. The focal point of activity
within the front office is the reception desk, which is located in the
front lobby of a hotel and dispenses all frontofthe-house activities of
the hotel. It is thecommunication center of the hotel with great
amount of guest contact. Guests interact with the hotel for the first
time by interacting with the staff of the front office, and they form the
first impression about the hotel based on the efficiency, competency
and behavior of the front office staff.
INTERDEPARTMENTAL CO-ORDINATION
BANQUETS
MARKETING & MAINTENANCE
SALES
HOUSEKEEPING SECURITY
HUMAN
RESOURCES
Maintenance:
Housekeeping:
1. Receive housekeeping room status from each other.2. Report
potential house count (a report of the number of guests
registered in the hotel) to each other. 3. Relay guest requests for
amenities and supplies to housekeeping. 4. Report room sales
projections. 5. Relay accurate housekeeping status. 6. Relay
security concerns to front office.
Controller:
FRONT
OFFICE
MANAGER
DUTY
MANAGER
JOB DESCRIPTION
FRONT OFFICE MANAGER
DUTY MANAGER
RECEPTION
The reception operates 24*7. All the shifts besides handling
check INS, registration & inquiries are required to do certain tasks as
listed below :-
Morning shift-(07.00hrs-16.00hrs;09.00hrs-18.00hrs)
1. Check for the house position for the & expect house position .
2. Check for the expect arrival ,crew and group movement.
3. The EAL breakup is done on the basis of type of check –in & time
wise i.e. at the interval of 2 hours starting from 07.00 hrs.
4. Take handover. Check the complaint register, log book and fax
file.
5. Check the mail on hold file. Print a vacant room report & update
it.
6. Rooms for crew to be blocked and announced to housekeeping.
7. Room to be blocked as per prior request in liaison with guest
relation.
8. Registration card to be tallied with EAL & any missing
registration card to be printed.
9. Complete handover book , logbook & prepare the morning
handover checklist. Distribution of crew sheet if any to be done.
CHECK – IN PROCEDURE
1. Ask the guest for the last name or the confirmation number after
greeting the guest.
2. Confirm with him the number nights he has reservation for.
3. Ask for the guest preference regarding smoking/non-smoking
room.
4. Check for room availability.
5. Take down the information required in the registration carde.g.
payment details passport details etc.
6. Print the registration card.
7. Obtain signature on the registration card after confirming date
of departure , room no & amount he is paying.
8. Confirm mode of payment and take an advance payment in case
of cash payment & pre-authorization in-case of credit cards.
9. Check-in the guest .give the room keys & escort to the room.
Wish him a pleasant stay
CHECK-OUT PROCEDURE
1. Greet the guest and ask for the room number, verify his name.
2. Check for the minibar consumption with guest.
3. Read the comments on the guest profile. Print the guest folio.
4. Ask for mode of payment , in a cash of direct payment.
5. If credit card , check if any pre-authorization has been taken on
the card. if it has been taken then go offline and charge the amount on
the guest credit card.
6. Print the copy of folio, attach the customer slip[ of credit card,
put in an envelop and give to the guest.
7. Wish the guest a fond farewell, check with him if he is carrying
his tickets, passport etc.
BELL DESK
01 SENIOR CAPTION
03 BELL CAPTAION
14 BELL BOYS
SHIFTS/STAFFING
Morning :-07.00-16.00hrs
01bell caption, 4 bell boys
General shift :- 09.00-18.00hrs
01senior caption
Afternoon shift :-13.00-22.00hrs
01 bell caption 04 bell boys
Night shift :-22.00-07.00
1. The guest is met at the porch & his luggage is kept at the bell
desk.
2. after the guest has checked in, room number is taken from the
front desk & the luggage is delivered to the room. The errand card is
filled; the pieces of luggage are noted on it.
3. If the guest is not accompanied by guest relation executive then
the bell boy offers to explain the hotel & room facilities to the guest.
4. Incase of scanty baggage guests, the front desk is informed.
WAKE UP CALLS
WORK FLOW
TRAVEL DESK
The executive at the travel desk is the person who knows the
hotel and the surrounding. He is the right person to guide about the
surrounding like tourist places, shopping mall, theaters etc. he is the
person who actually understand the guest’s needs and provide them
in the beautiful manner.
AIRPORT SERVICES
Apart from room, a hotel derives a large portion of its profits from
service of food and beverage. Food is provided in the hotel through
various service outlets. These service outlets have a specially, which is so
unique that makes them highly competitive.
FOOD & BEVERAGE OUTLETS
APARANTA
LOUNGE BAR
VERANDA
IN ROOM DINING
BANQUETS
ORGANIZATION CHART OF THE RESTAURANT
RESTAURANT MANAGER
ASSISTANTRESTAURANT MANAGER
SENIOR CAPTAIN
CAPTAIN
ORDER TAKER
TRAINEE CAPTAIN
APPRENTICE
TRAINEE
APARANTA
It is a 24*7 coffee shop and also here using multi cuisine and
food served with ala carte and also buffet for breakfast, lunch &
dinner.
Capacity 96 covers
Extension 2014
Delicacies from the south Asian countries like India, China, Thailand,
and continental (breakfast lunch & dinner)
Lunch 12.30pm-03.00pm
Capacity 65 covers
Extension 2018
Timings 10.00am-12.00am
Menu a la carte
LOUNGE BAR
Extension 2022
Offers finest collection of wines & spirits
Timings 11.00am-11.00pm
VERANDA
Extension 2019
Capacity 70 covers
Timings seasonal
IN ROOM DINING
Extension 2011
Lecterns
Black board / flip chart board
Conference kits
Banner & backdrops
Tent cards
Simultaneous translation
Video coverage / audio recording
Photographers
Reception hostesses.
FUNCTION
HOURS
TRAINING
MENU
As the banquet manager, you develop a menu that fits the guests
need and expectation. To that end, you may consult with multiple
members of the party and coordinate with the chefs and server.
Banquet typically consist of several courses, which means you must
be meticulous in your coordination to ensure that food quality is at its
highest.
SET-UP
STAFF TRAINING
BANQUET MANAGER
SENIOR CAPTAIN
CAPTAIN
TRAINEE CAPTAIN
APPRENTICE
TRAINEE
CHAPTER -3
LAYOUT OF THE F&B
SERVICE,
FRONTOFFICE AND
EQUIPMENTS USED
F&B SERVICE
EQUIPMENT USED IN F&B SERVICE DEPARTMENT
TABLE
In banquet there are different kinds of table available they are:
1. Round table:
4feet round table
6feet round table
2. Function set up square table:
4.2” table
6.2” table
3. Buffet table:
CHAIRS
There are different kinds of chair used in banquet function, according to guest
request we use the kind of chair for decorating the chair there are chair covers
also available for that chair.
COFFE MACHINE
There are two types of coffe machine which is used in banquets. Coffee
machines is use to make coffee for the banquet parties.
TROLLEY
There are different types of trolley used in banquet such as chair trolley, table
trolley, stage trolley, planks trolley.
CUTLERIES,FLATWARES, AND CROCKERIE’S
These are the main equipments which are used for service of various dishes in
to the banquet function they consist of various types of spoons, forks, knifes
and various china wares like plates soup bowls, pasta plates etc.
These are pots in which coffees and teas are put so that the guest who wants
coffee or tea will be served accordingly.
TRAYS
There are 2 types of round tray used in the banquets one is made of plastic it is
used for most of the time for clearance and another is made of steel in which
tray mat has been put and mostly it is used for serving purpose.
GLASSWARES
There are various types of glass like martini, highball, Tom Collins, old
fashioned, water goblet, shot glass etc. they are used for services of alcoholic
and non alcoholic drinks.
ICE MACHINE
BAR EQUIPMENTS
There are different types of bar equipments such as cocktail shaker, mixing
glass, strainer, bar spoon, bottle opener, peg measurer, ice bucket.
COMPUTER
It is a one of the important devices which is used in banquet. In this all the
details about the coming up functions and their billing procedure are
mentioned, all the staff scheduling are made.
MICROS
They are the device used to provide guest information they are like monitors.
LAYOUT OF BANQUET
FRONT OFFICE
TAGS :when crowed was more that time these tags are use full to
identify guest baggage.and for bell boys also it is usefull to identify
the guest baggage when they are check in or check out.
ASSISTANT MANAGER
TEAM LEADER
TRAINEES
hecks for the information which is displayed on the white board in the
communication counter.
Checks out for the duty rosters.
Discusses with the team leader about handover.
He attends the briefing which is taken place in the back area by the front
office manager.
He discusses with the front office regarding the do not disturb rooms and
VIP’s.
3.30 P.M to 4.30 P.M
He then comes to the communication center and then conducts the
meeting with the GSA’s.
He checks the handover list given by the previous shift staff.
6.30P.M to 8 P.M
Hot log list is used to record the request given by the guest and later it will
be horned to the concerned department by giving TRITON.
This sheet is maintained by the communication center where the message for
in house guest house from his colleagues is noted down.
ERRAND CARD :
This sheet is maintained by the communication center, while going for any
message slip outs, they are card. where they need to write the room no. name of
the guest, time and take out of the staff.
It is form which contains that the hotel is not responsible for any reaction or
any side effects of the medicine provided by the hotel to the guest. While giving
medicine, this form also is given to the guest to take their signature.
COMPLIMENTARY FORM:
It is form which has the detail of the complimentary to be given to guest such
fruit platter , chocolate. Wine or any other items are depending on the stay of
the guest, owner, regular guest etc.
HANDOVER SHEET:
In this sheet the handover of the previous shift is given to the next shift in
charge. It gives the correct and exact details to be carried out in the next shift.
LEAVE APPLICATION :
This is filled up by the staff while they come on shift. It can easily denotes that
the staff is on shift or not.
F & B SERVICE
SERVICE EQUIPMENT
Service equipment ( which includes furniture, fixtures and linen for all
purposes) squarely the standard and style of the restaurant. Several factors are
considered when they are chosen:
CHAINAWARE
It is made of silica, soda and china clay. Glazed to give a finish. It should be
opaque and free from air-bubbles. Chinaware can be found in different colours
and designs which are always coated with glaze. patterns on top of the glaze
wear and discolour very quickly.
[
The raw materials used are silica and soda ash. Lead is added to make the glass
crystal clear. When purchasing glassware it should be ensured that it is
completely transparent, free of air bubbles and not chipped. Glasses are
measured in terms of capacity, i.e. ounces or centiliters. Restaurant glassware is
usually plain expect in specialty restaurant, where they may be coloured.
TABELWARE :
Table service consists of the following items and when to use them:
Flatware cutlery
HOLLOWARE
Soup bowl
Trays
Oval flat with lids
Soufflé cases
Oval or round dishes for entrée
Round flats with covers
Asparagus dish
Water jug
Muffin dish
cocktail juice container
coffee pots
hot milk jug (creamer)
tea pots
hot water jug
toast racks
SPECIAL TABELWARE
asparagus tong
oyster forks
finger bowls
cruets sets
ice cream scoops
sauce ladles
soup ladles
butter dishes
snail tongs
snail fork
sundae spoon
ice cream spoon
pastry fork and knife
cheese knife
SPECIAL FOOD SERVIC EEQUIPMENTS:
bread boats
Ashtrays
Flower vases
Fruit stands
Tea strainer
Candle stands
Wine cradles
Drip bowl
Sundae coups
Cheese dish
Straw stand
Copper pan
Irish coffee burner
Shaker
Stirring spoon and bowl
Jam pot
Tooth pick stand
Oval au gratin
CHAPTER 5
SWOT ANALYSIS
SWOT ANALYSIS
SWOT analysis is a strategic planning internal to the firm usually can be
classified as strength [s] or weakness [w] and those external to the firm can be
classified as a opportunities [o] and threats [T]. such an analysis is referred to
as SWOT analysis. The SWOT analysis provides information that is help full in
matching the firm’s resource and capabilities to the competitive environment in
which it grates. As such, it is instrumental in strategy formulation and selection.
STRENGTHS:
A firm’s strength are its resource and capabilities that can be used as a basis for
developing competitive advantages. Example of such strength includes:
4. They offer really go deals and promotional offers hence attracting more
customers.
WEAKNESS
The external environmental analysis may revel certain new opportunities for
profit and growth. Some examples of such opportunities include:
THREATS:
Changes in the external environmental also may present threats to the firm.
Some examples of such threats include:
Frequent trainings are given for the staff to improve their staff standards.
Quick service and turnover.
Good assistance to the guest.
Special events are conducted twice a week.
Personalized butler service is given to the guest.
WEAKNESS
Lack of staff
Communication gap
The department is provided with less man power; hence it will affect
services standards.
No hostess.
OPPORTUNITIES
THREATS
STRENGTHS
WEAKNESS
OPPORTUNITIES