Cuisine

Eden Pavilion

Eden Pavilion, the 24 -hour restaurant at ITC Sonar hosts a look of light heartedness and minty freshness. The elegant and
colourful buffet counters with its pathways and live kitchen adds a touch of breeziness to the ambience, which is warm,
welcoming and friendly. Mother Nature presides with queenly grace to complete the “Home like comfortable atmosphere” for
the guests! It offers a Renewed and a lavish spread, and delectable variety of buffet fare for lunch as well as dinner,
throughout the week. The buffet spread is exotic, and features an extensive choice of food, which includes soups, salads,
kebabs, hot main course dishes and desserts. It features 7 non-vegetarian and 17 vegetarian dishes on our hot buffet alone
with a seating capacity of 108 covers. The Pavilion buffet is open to guests from 12:30 p.m. to 2:45 p.m. for lunch and from
7:30 p.m. to 11:45 p.m. for dinner. In addition the multi-clock restaurent has an exquisite ala carte menu.

The Pavilion buffet is open to guests from 12:30 p.m. to 2:45 p.m. for lunch and from 7:30 p.m. to 11:45 p.m. for dinner. In
addition the multi-clock restaurant has an exquisite ala carte menu.

Hours : 24 hours

Peshawari

Peshawri offers “Robust Flavours of the North-West Frontier” it hosts a rustic “no frills” ambience that invites the dinner
through an authentic Pathani experience. The food is cooked entirely in clay ovens known as tandoors, and the heat is
imparted by live coals at the base - regulated to impart just the right amount of heat required to cook a particular dish. This
style of cooking requires great expertise on the part of the chef, since the meat is not accompanied by sauces or gravies but
is only premarinated and cooked just before being served. Open for both Lunch and Dinner with a seating capacity of 144
covers.

Hours: 12:30 PM - 2:45 PM; 7:30 PM - 11:45 PM

To learn more about Peshawri, please visit our WelcomCuisine section.

Dum Pukht
Dum Pukht offers 'The Grand Cuisine of India'. A signature restaurant christened after the cuisine, it serves with all the
flourish and attention demanded by a totally royal spread. We at ITC Sonar are thus most humbled to keep this noble
tradition alive by serving you a piece of history, quite literally on a platter. The cuisine, the origin of which dates back to the
1780's, was popular at the time of Nawab Asaf-Ud-Daulah, the erstwhile ruler of the State of Awadh. Our Master Chefs,
whose forefathers were Chefs to the Nawabs of yore, have recreated the Dum Pukht cuisine. Some of the dishes that are
served at the restaurant may well go down in history for their unique flavours and presentation. Open for dinner only with a
seating capacity of 68 covers.

Hours: 7:30 PM - 11:45 PM

To learn more about Dumpukht, please visit our WelcomCuisine section.

Pan Asian

Pan Asian offers “Flavours of East Asia”. It cajoles gourmands to a journey across the Pan Pacific belt. At Pan Asian you
can explore diverse culinary traditions: from the hearty fare of Mongolia to the fiery taste of Malaysia, Korea, and Thailand.
Along with the delicate flavours of China and Japan. Separate sections have been designated for each of these styles. An
interactive Teppanyaki griddle, for instance, serves as much as a gateway to exceptional Japanese food as an awesome
spectacle. The décor echoes understated elegance and each piece on the counter has been carefully crafted to reflect the
culinary idiom of that culture. Open for lunch and dinner on weekends and dinner only on weekdays with a seating capacity
of 135 covers.

Hours: Weekends lunch - 12:30 PM - 2:45 PM; Daily Dinner - 7:30 PM - 11:45 PM

To learn more about Pan Asian, please visit our WelcomCuisine section.

West View - The Grill Room

West View-The Grill Room is Kolkata’s first international grill room, for Western grills has a slew of offerings to provide
gourmets in the city a truly international gastronomic experience. Custom crafted to perfection. A live band is there to
pamper you with haunting melodies from yesteryear, or contemporary music of your choice. The novel outlet seeks to be a
culinary journey for the discerning diner, complete with tableside flambé, cheese trolley, 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. The journey begins with the diner being led to a fresh salad or seafood bar where the food /
dinner guide assists with a truly extensive range of fresh green, imported meats or handpicked crustaceans. And with that, a
wide choice of marinades, dressing and accompaniments to create experience that caters to individual palates. The bar
operates from 11 am to 11:45 pm while the Grill starts from 7 pm to midnight.
Hours: Bar - 11:00 AM - 11:45 PM; Grill - 7:00 PM - 11:45 PM

To learn more about West View, please visit our WelcomCuisine section.

Dublin

Dublin-The Irish Pub is a remarkable contradiction in terms of being steeped in Bengali culture while preserving the spirit of
the Raj. Indeed it was this very contradiction that lay at the heart of the blueprint of Dublin. This schizophrenic spirit is what
sets Dublin apart in a city quite apart from any other. In the 60s, Kolkata was the seat of swing, the throne of the tango and
the saddle of style. In the 21st century, Dublin aspires to recreate that magic. To call it a pub would mean dwarfing its
drama. Dublin, is at the very least, theatre for the nights. A perfect getaway for the corporate to enjoy a relaxed drink.

Wednesday, Friday & Sunday : 6pm - 12 pm, Saturday : 6 pm - 2 am

Housekeeping Department

Cleaning services or housekeeping department is responsible for the cleanness and order in the hotel. The
housekeeping department personnel include maids, chief of housekeeping department, supervisors and senior
maids. Housekeeping department, as well as the front-office, works in the round-the-clock mode with 3 shifts.
Depending on the hotel status, room cleaning can be performed once or several times a day. The higher the
<<star>> rank of the hotel, the more frequent a room cleaning is.

Housekeeping department – is one of the strictly regulated hotel services. Each postiton has its own well-defined
instructions. An average duration of cleaning of the room, where a guest lives, is about half of an hour. Cleaning of an
unoccupied standard room should take less than 7 minutes. During the shift maid tides15 rooms in average.

Supervisor or senior maids check the quality with the periodicity established by the internal order of the hotel.
Supervisors must also follow specially formulated standards of verification.

Housekeeping department is responsible for the procurement and quality of detergents and household chemicals that
are used in hotel cleaning services. Housekeeping department is also in charge of developing safety rules for use of
certain disinfectants and household chemicals.

Hotel cleanness – is a concept that is perceived in different countries in different ways. Major hotel brands, which
during many years have mastered cleaning technologies, are an excellent example to follow. In the hotels of Marriot
chain or Four Season dust in the rooms in 5 hours after cleaning is considered to be a violation. Scrupulousness in
the matter of cleanness – is a hallmark of hotels in Germany, Austria and Switzerland.

In the modern hotels cleaning of rooms and restaurants is often charged to the third-party companies. Typically, such
practice is used by small hotels on the threshold of the high season. However, there were some cases, when even
huge hotels used the cleaning services.

Besides cleanness housekeeping department is also responsible for the comfort in the room. Among the hotel staff
you can now meet florists, flavor specialists and even more exotic professions. Not long ago, hotels in New York
began to employ <<sleep managers>>. Their responsibility – is to check the comfort of mattresses, bedding quality
and the softness of pillows.

As the adage says, "the difference is in the details." Those details are the charge of the Housekeeping Department.
As one of the most integral departments within the hotel, the Housekeeping Department is responsible for the
immaculate care and upkeep of all guest rooms and public spaces. Individuals who excel in our Housekeeping
Departments have an eye for detail and a commitment to the training, development and motivation of a diverse group
of talented employees.

A consistent product - both in our public spaces and in our guest rooms - has always played a vital role in the
incredible success of the Wyndham Brand. The Housekeeping Department has played a major role in ensuring this
product quality.

As one of the largest departments within the Hotel, the Housekeeping Department presents an interesting challenge:
how do you motivate, train and develop a diverse group of employees to produce a consistently exceptional product?
The Housekeeping Manager has the responsibility for all aspects of the Housekeeping Department, from the hiring of
employees to the maintenance of operational expenses at or below budget. Interviewing, training, motivating,
ordering, receiving and monitoring product quality all play a large role in the typical day of a Housekeeping Manager.

In a competitive hotel market, it is service and cleanliness that really make an impact on our guests and determine
whether they will return

The Senior Housekeeping supervises all operations of the entire Housekeeping

Department. He/she is responsible for the administrative functioning of the department,
Senior Housekeeping
room service, overall cleanness of the ship excluding the galley and bars. This position
Manager
also includes the supervision of the baggage discharge. Fluent English language skills
required. Full Job Description please download here.

The Senior Assistant Housekeeping Manager's responsibilities are: day to day

supervision of cleaning and maintenance of housekeeping area, guests baggage handling
and distribution, inventory control and control of all housekeeping consumables in his/her
assigned area, handling guest's special requests and complaints and reporting them to
Senior Assistant
the Senior Housekeeping Manager. The Senior Assistant Manager Housekeeping (II ½
Housekeeping Manager
Stripe) is responsible for assisting Housekeeping Manager in the overall operations of
daily housekeeping, as well as planning, organizing and training of Assistant
Housekeeping Managers. Fluent English language skills required. Full Job Description
please download here.

The Housekeeping Manager is responsible for the overall supervision and operation of the
Housekeeping department. He/she supervises a team of Assistant Housekeeping
Managers and all members of the housekeeping team. The Housekeeping Manager
Housekeeping Manager
reports directly to the Hotel Director, Senior Housekeeping Manager and Manager,
Housekeeping department and Laundry Operations. Full Job Description please
download here.

Assistant Housekeeping The Management Trainee (I stripe) will cross-train on different areas within the
Housekeeping Department. Full Job Description please download here.
Manager Trainee
 The Sanitation Officer VSP is responsible for fleet wide shipboard sanitation audits with a
view to achieve and maintain a level of food and water safety and sanitation on board that
will minimize the risk to all guests and crew of any food related illness & communicable
Sanitation Officer
diseases. The Sanitation Officer VSP interacts with all dept heads & reports directly to the
Hotel Director & Fleet Sanitation Officer VSP. Full Job Description please download
here.

The Supervisor Pools & Decks supervises a team of crew members that work on the open
Pool and Deck Supervisor
decks. Full Job Description please download here.

The Floor Supervisor is responsible for the dedicated supervision of Stateroom Stewards.
Floor Supervisor
Full Job Description please download here.

The Staff Steward VSP is responsible to carry out all pest control inspections and
treatments of the entire ship, as per company standard. He/She is the only permanent
Staff Steward VSP
applicator onboard the ship, who is trained and certified by the company policy. Full Job
Description please download here.

The Stateroom (Cabin) Steward is responsible for keeping clean and neat guests
Stat staterooms (cabins). He/she provides personal assistance to guests, takes care of guests
ero personal laundry requests, replenishes supplies such as drinking glasses, ice, stationary,
om etc.

The Steward approaches guests in a professional manner with courtesy and politeness.
(Cabin) Steward
Fluent English language skill is required.

Assistant Stateroom Cabin

The Assistant Stateroom (Cabin) Steward assists the stateroom steward in cleaning
Steward
guests staterooms (cabins) and passageways, empting wastebaskets and transports
trash, transferring the daily linen to the laundry.

The Assistant Steward must deal with guests in a professional manner with courtesy and
politeness. Good English language skill is required.

The Hotel Steward/ess is responsible for cleaning and maintaining open deck, crew areas
Hotel Steward and staff/officer cabins as assigned and as per CCL standard. Full Job Description
please download here.

The Asst Stateroom Steward/ess Staff is responsible for ensuring quality Housekeeping
Assistant State Room
service and high standards of cleanliness as per company guidelines for crew area,
Steward
Officer and Staff cabins. Full Job Description please download here.
 

FRONT OFFICE DEPARTMENT – HOUSEKEEPING DEPARTMENT :

RELATIONSHIP

I- HOUSEKEEPING DEPARTMENT:

The Housekeeping Department is one of the busiest sections in the hotel as far as the variety of
functions performed, and number of staff working. It is usually situated at the laundry room or
any other convenient place close to Housekeeping Supplies.
The Housekeeping Department is responsible for:

 Neatness and Cleanliness of all guest rooms and most public areas
 Maintenance of recycled and non-recycled cleaning inventories

Some of the above mentioned functions might however be leased to a concessionaire. In this case, hotel
shall still have a housekeeping department but to a minimum number of staff!

The Housekeeping Department is headed by an Executive Housekeeper (sometimes referred to as

Housekeeping Manager)

The procedure of cleaning guest rooms by the housekeeping department can be summarized in the
following way:

1. Checkout clerk (or cashier) contacts the Housekeeping Department that a room became vacant
and needs cleaning!
2. Housekeeping Department updates the room status from occupied to on-change and sends a
room maid to clean the room
3. Room maid cleans the room and contacts the housekeeping department back about the latest
status and condition of the room (especially for out-of-order and out-of-service!)
4. If the room is Out Of Order for any reason (i.e. Room is extensively dirty, or needs repair!), then
the Housekeeping Department deducts that room from those available for sale, until either
scheduled to be extensively cleaned or post to the confirmation from the Maintenance
Department that the deficiency was repaired!
5. Housekeeping Department sends their inspectors to check whether the stated room has been
cleaned to the hotel standards or not!
6. If the room is cleaned to hotel’s standards, the Housekeeping Department shall update the
room status from On-Change to Clean and Available for Sale and communicate this to the Front
Office Department!
 7. If the room is not cleaned to hotel standards, inspectors communicate to the Housekeeping
Department that the room shall be cleaned again!

II- INTER-RELATIONSHIP BETWEEN HOUSEKEEPING AND FRONT OFFICE DEPARTMENT:

The main two important areas where collaboration is vital between the Housekeeping and Front
Office Department are listed below:

1. Have always clean rooms for expected arrivals and stayovers

2. Satisfy special guest needs as far as amenities and facilities requested in their rooms are
concerned

1. Cleaning and Inspection Process:

The Room Status for each room determines how much effort, time, labor, and hence scheduled
staff is needed by the Housekeeping Department on any shift.
The Housekeeping Department shall first clean rooms for expected arrivals first, then stayover
rooms and eventually vacant rooms! The reason is that rooms for new arrivals takes more time to
be cleaned to hotel standards again and that guests might come any time to request their rooms
even before the pre-determined beginning of check-in time!
That’s why; the Housekeeping Department shall be communicated from the reservation
department on a daily basis Expected Arrival, Stayover, and Departure Lists to be able to
schedule the optimum number of room maids and inspectors for the expected business volume!
Moreover, bearing in mind the cleaning procedure of guest rooms explained above, there should
be a communication between the Front Office Department and Housekeeping Department to be
able to communicate the recent room status of each room! This communication is vital because
nobody would like to make a guest wait in the lobby because his/her room is not yet clean or due
to the fact that the Housekeeping Department did not communicate on real time the status to the
Front Office! Lastly, the Housekeeping Department shall ensure that every room maid shall use
efficiently most of his valuable time in cleaning not in going back and forth in the corridors!
Yet, since some hotels might operate under the manual or Semi-automated systems, some delays
and hence, problems might occur! To illustrate, let’s consider the guest room cleaning process
along with the different operating modes under which a hotel might operate:

a) Manual System:
Under this very system, due to the fact that room maids shall first clean rooms for new arrival,
then stayover rooms and at last vacant rooms, these very cleaning personnel have two ways to do
it:
 Post to cleaning each room, go to the Housekeeping Department, inform them about the
status and then come back to clean the next room. This would solve the potential problem
 that a guest might be waiting for a clean room due to a communication of the housekeeping
department not in real tome! However this would decrease the number of rooms cleaned
and inspected by room maids and inspectors, which would mean higher housekeeping labor
costs!
 Post to cleaning certain category of rooms, and/or all rooms, room maids inform the
Housekeeping Department, and then inspectors would inspect all rooms, at the same time,
inform the department about the recent statuses!! This would increase maids’ and
inspectors’ efficiency but would cause guests waiting in the lobby to be escorted to their
rooms!

b) Semi-automated System:
Under this very system, room maids and inspectors might use either a phone machine situated at
the center of each corridor, or pagers and beepers to communicate the recent room status. This
proved to be efficient as to minimize labor cost and the time that a guest spends on the lobby
waiting to be escorted to his/her room! However, this might create some problems:
 Upon the usage of beepers, the Housekeeping Department doesn’t know exactly which
room is cleaned or inspected, therefore will spend needless time to be certain which would
put more stress on Check-in personnel to convince a waiting guest in the lobby area!
 Guests tend to be both not at ease and dissatisfied seeing hotel personnel in their rooms
using pagers and might think that something wrong happened in their rooms!

c) Fully Automated System

This is the best system, which eliminates nearly all time losses spent by room maids and inspectors, to
inform the Housekeeping Department and the time needed to be spent needlessly at the lobby area!

Under this very system, each room maid and inspector, prior to the fulfillment of his or her duties in the
room, can send a coded message from the guest’s room telephone to the Housekeeping Department.
Later an electronic message can be send automatically to check-in personnel confirming that the room is
cleaned to standards and waiting for the next arrival!

2. Room Status Report:

The Front Office and the Housekeeping Department shall prepare at the same time, as frequent as
needed by management, their room status reports, which lists, according to each department, the
recent room status of each room in the hotel. Later, these two reports shall be cross-referenced and
compared to detect room status discrepancies and correct them as soon as possible in order to
maximize room revenue, detect skippers before it is too late…

In the manual system, room status reports shall be reconciled at least each hour. This very frequency
might increase as the business volume increases (i.e. in the high season)!

In the semi-automated system, reconciliation shall be at least once per shift (preferably at the beginning
of each shift)!
Lastly under the fully automated system, since housekeeping and front office department’s
communication is ensured electronically on real time, reconciliation needs to be done only at the night
shift by the night auditor!

3. Room Guest Needs Satisfaction:

If at the reservation or registration process, guests have communicated certain specific needs
related to certain specific amenities and/or facilities that needed to be provided in the room, then
the Front Office Department shall communicate this directly to the Housekeeping Department or
indirectly to the Concierge who shall further communicate this to the Housekeeping Department
and follow up to ensure the actual provision in a timely and accurate manner!

Front Office

introduction of front office dept

The Front Office function of a Hotel is to act as the public face of the hotel, primarily by greeting
hotel patrons and checking in guests.

It also provides assistance to guests during their stay, completes their accommodation, food and
beverage, accounts and receives payment from guests.

Department is typically composed of 1. Reception 2. Reservation 3. Concierge 4. PBX (phone

service system) 5. Telephone

Sell guestrooms; register guests anda) Front Office: Maintain Provide information 
Coordinate guest services design guestrooms Maintain guest accountaccurate room
statistics, and room key inventories statements and complete proper financial settlements

Receive and process reservation requestsb) Reservation: With technology development,

thefor future overnight accommodations. Reservation Department can, on real time, access the
number and types of rooms available, various room rates, and furnishings, along with the various
facilities existing in the hotel Edgar Dsouz

FRONT OFFICE - is the "nerve center" in the entire hotel operations. All the transaction passes
through within this department.

Front-office and guest accommodation services are responsible in many ways for the customer's first impression of
one or another hotel. If not to take into consideration the descriptions in the guides or in the Internet, front-office
service at the hotels is the first acquaintance of the guest with the place of his/her accommodation.

The personnel engaged in accommodation services in the hotel are: administrators, porters, booking managers and
telephone operator. Not so long ago a relationship manager, who typically works with VIP-clients, was also included
into the front-office personnel structure.
Each subdivision of front-office service consists of several employees, including chief manager. Front-office includes
booking department, luggage delivery service, commutation department and cashing department.

The level of salaries for front-office service employees depends on many factors, including the operator, the
seasonality of the hotel and so on. According to the newspaper <<Vedomosti>> in 2008 in Russia the average level
of salaries of front-office service workers ranged from 10 000 RUR (hall porter) to 20 000 (administrator or front-office
clerk).

Front-office service in small hotel is usually limited to administrator and porter. In this case, an administrator is
responsible for most of the front office services, from receiving calls to guest reception itself. Porter, in addition to
luggage delivery, serves as a receptionist, showing the client his room and telling the rules of the hotel. Nevertheless,
most of the small hotels (20-30 rooms) are trying to keep the general structure of front-office and delivery services,
having at least one employee for each of them.

As to big hotels, front-office service there is often multilevel and branched. Each department consists of three to five
people, and PR department has one of the leading roles. Head of front-office service in a big hotel is often
subordinated not to a hotel director, but to a manager, who oversees all the work with clients at the hotel, including
the operation of catering service, chambermaids, floor supervisors. Such merger of services, which directly contact
with guests, is called front-of-the-house.

Work in the front office is extremely fatiguing. Front-office service works in the round-the-clock mode, with daytime,
evening and night shifts. Front-office service specialists are required to have a good understanding of room booking
process and take part in guest settlement. They should be able to resolve conflicts with customers and often
demonstrate outstanding diplomacy, even in cases, when eccentricity of clients goes beyond the common sense.