INDUSTRIAL TRAINING

REPORT

THEOBEROI, GURGAON

COMPILED BY:
Ashish Gandhi
PGDAOM
ROLL NO. : 0302
 IHM, PUSA NEW DELHI

INDEX

 ACKNOWLEDGEMENT
 HOTEL OVERVIEW

 HOUSE KEEPING

 FRONT OFFICE

 CONCLUSION
 ACKNOWLEDGEMENT

With a deep sense of satisfaction and gratitude to Training

Manager & all Heads of Departments along with staff members of HOTEL
OBEROI, GURGAON. I wish to place on records that the training was
imparted in a highly congenial atmosphere true to the reputation of HOTEL
OBEROI, GURGAON. has been of immense value to me and it will be my
endeavor to put into practice all that I have learnt to sharpen my skills and
develop my skills and develop my personality.

It is because of their ardent and consistent efforts I was able

to imbibe so much which was not possible in such short time. The training
has helped me to inculcate the right kind of skills, knowledge & attitude to
make a career as a successful hotelier.
The Oberoi, Gurgaon

Located in the prime business and shopping district of Gurgaon in the New
Delhi National Capital Region, The Oberoi, Gurgaon is the ultimate
destination for contemporary style which redefines luxury hotels in India.

The hotel is a 30 minute drive from the New Delhi city centre, major
sightseeing destinations and 15 minute from Delhi International Airport.
Most of the entertainment, shopping and recreation hubs in Gurgaon city are
located close to the hotel.
Luxurious and spacious guestrooms have been meticulously planned with a
host of innovative features using the latest technology. The hotel has 202
spacious guest rooms and suites which offer pleasing views of the reflection
pools and landscaping spread over 9 acres. Rooms with abundant natural
lighting, full height picture windows and suites with private outdoor full
length heated pools are only some of the features unmatched amongst hotels
in Delhi.

The Oberoi, Gurgaon offers a range of gourmet experiences that

encompasses cuisine from around the world. Options range from an all day
dining restaurant featuring live show kitchens and alfresco seating on
teakwood decks extended onto the reflection pool to an Indian coastal
cuisine specialty restaurant. A delicatessen, bar and the country's only
exclusive Cigar Lounge complete the culinary experience.

The hotel is well designed to be the only choice for conferences and
meetings in Delhi and Gurgaon with extensive conference and banqueting
facilities that can accommodate up to 1000 guests in a range of indoor and
outdoor settings.

Recreational opportunities include an Olympic size outdoor pool, heated in

winter, and a luxury retail gallery. The Oberoi, Gurgaon also features the
first 24 hours spa in Delhi to revitalise your body and soul at any time
during the day or night.
The design philosophy of height, light and space, coupled with Oberoi
Hotels' legendary service delivered by caring staff makes The Oberoi
Gurgaon the only choice for discerning business and leisure travellers.

Location & Information

The The Oberoi Gurgaon is located in Gurgaon, India

 9.9 kilometers from Galaxy Mall

  11 kilometers from Sector 29 - City Centre
 25 kilometers from Delhi Indira Gandhi Intl. Airport (DEL)
 11 kilometers from MGF Metropolitan
 11 kilometers from Leisure Valley
 11 kilometers from Sector 29 - City Centre
 12 kilometers from Sushant Lok

Driving Directions from New Delhi City Centre to The Oberoi, Gurgaon

From New Delhi city centre (Connaught place) follow the sign towards
Dhaula Kuan or the Indira Gandhi International Airport. Thereafter, follow
the signs for Gurgaon on the Expressway, upto the Toll Plaza. Bear left
immediately after the Toll and take Exit 5. Follow the slip road to the first
traffic signal and turn right onto the median slip road marked ‘Udyog Vihar
Only’ Turn right at the next traffic signal and then proceed straight for 60
meters. The hotel entrance is the second gate on the left.

Driving Directions from Indira Gandhi International Airport to The

Oberoi, Gurgaon
From the International Airport exit follow initial signage for the City. After
the first traffic signal take the right from the Fork turn, following the sign for
Gurgaon up to the roundabout. Turn right from the roundabout onto the
entrance lane to the Expressway. Drive for about 5 minutes on the
Expressway towards Gurgaon till the Toll Plaza. Bear left immediately after
the Toll and take Exit 5. Follow the slip road to the first traffic signal and
turn right onto the median slip road marked ‘Udyog Vihar Only’. Turn right
at the next traffic signal and then proceed straight for 60 meters. The hotel
entrance is the second gate on the left.

Dining
threesixtyone : The all day dining cuisine theatre with 5 live show kitchens
holds centre-stage with Teppanyaki, Sushi & Sashimi stations, Chinese
Wokkerie, Indian Tandoors and Curries. This is complemented with wood-
fired ovens in the centre of the restaurant which serve the fresh "bake-of-the-
hour". The live pastry and confectionary enhances the dining experience and
tempts you to end your meal on a sweet note.

The ‘threesixtyone’ experience continues with Alfresco dining on teakwood

decks floating on the expansive 36,000 square foot reflection pool with fire
torches.

Sea food speciality restaurant: With fresh seafood flown in everyday from
the 7500 kilometre long Indian coastline, the restaurant offers a fine dining
Indian seafood experience. The culinary essence is traditional and authentic
with a distinguished creative element.
The Piano Bar: An ideal rendezvous for formal and informal business
discussions over morning coffee, afternoon tea or after hour drinks with
spectacular views of the central water feature. The exclusive Wine Room
offers a connoisseur's wine list. The soft notes of the Grand Piano complete
the experience.

Cigar Lounge: The country’s first exclusive Cigar Lounge presents the
choicest selection of handmade Cuban cigars. An ideal setting for leisurely
evenings, the lounge also offers a selection of premium spirits and liqueurs.

24 hours In-Room Dining: A pleasant alternative for guests who may prefer
to relax and dine in the comfort of their rooms.

The Belvedere: The exclusive members-only club for the captains of the
industry, by invitation only. It has 5 private rooms for that very important
meeting and dining experience.

The Oberoi Patisserie and Delicatessen: Located in the retail arcade, the
Delicatessen offers a wide selection of gourmet delights like
homemade pastas, freshly baked breads, single origin chocolates,
cheeses and condiments.

Spa & fitness overview

Rejuvenate your senses at the round-the-clock Oberoi Spa. A perfect oasis of peace and
well being, the Spa is an ideal getaway from the chaos of modern life. Built

over 8000 square feet, overlooking the swimming pool and the maze garden,
the Spa consists of seven therapy rooms and suites. Each therapy room is
designed with a shower cum steam enclosure to ensure complete privacy.

Highly skilled, internationally trained therapists offer a variety of treatments

from the best in ancient Ayurveda to Aromatherapy. Holistic, non-clinical
therapies are designed to alleviate stress and heal the mind, body and spirit.

The Gymnasium
The 24-hour Gymnasium is equipped with the latest cardiovascular and
strength stations in hues of anthracite and bordeaux by "Technogym".
Overlooking the lush green maze garden, the gym offers personalized
training by celebrity fitness experts as well as complimentary yoga classes
every morning.
 Meetings overview

Avant-garde convention facilities include two ball rooms, ten meeting rooms
and landscaped gardens, which make for an ideal conference destination and
can accommodate 20 to 1,000 guests.

Venue Seating Capacity

 Dimension Class
Theatre U–shape Sit Down Buffet
(in Sq.feet) room
Grand Ball Room
Can be divided into 5250 600 250 110 280 550
3 equal sections
Ball Room
Can be divided into 2450 300 140 70 150 250
2 equal sections

Seating capacities

Dimension Seating Capacity

Venue (in U– Sit
Theatre Classroom Buffet
Sq.feet) shape Down
Grand Ballroom 5250 600 250 110 280 550
Grand Ballroom - 1 1602 175 70 45 100 150
Grand Ballroom - 2 1808 200 95 30 120 200
Grand Ballroom - 3 1639 175 70 45 100 150
Ballroom 2450 300 140 70 150 250
Ballroom - 1 1071 144 70 35 60 110
Ballroom - 2 1072 144 70 35 60 110

Tariffs & policies

 Rates in INR
Room Type
Single Double
Deluxe Room 30,000 32,000
Luxury Room 34,000 36,000
Premier Room 38,000 40,000
Deluxe Suite 70,000 70,000
Luxury Suite 1,00,000 1,00,000
Premier Suite 1,30,000 1,30,000
Premier Suite with private pool 1,50,000 1,50,000
Presidential Suite 3,00,000 3,00,000

Currency Converter
 Rates are subject to 10% Luxury Tax.
 Oberoi Hotels & Resorts reserves the right to change the room rates
and polices without giving any prior notice.
  For the best available rate for reservations online, please select your
check in and check out date and proceed to ‘Check availability &
rates’.

Arrival and Departure Policy

Check-in - 1400 Hours

Early arrival is subject to availability. For guaranteed early check-in,
reservation needs to be made starting from the previous night.

Check-out - 1200 Hours

Late check-outs are available on request and subject to room availability.

Guarantee Policy

 All bookings must be guaranteed at the time of reservation by a credit

card or travel agency.
 In the case of guests settling their account by credit card, pre-
authorization on the credit card for the entire amount of the room
charge and anticipated extras i.e. food and beverage etc., is obtained
upon check-in.

Cancellation Policy

 Cancellation charges are applicable as per the booking terms and

conditions detailed on the reservation confirmation.
 Reservation must be cancelled at least 72 hours prior to the planned
date of arrival.
Child Policy

Two children up to 8 years of age can stay in the parent's room without an
additional charge. However, a maximum of one child's bed can be placed in
a room which will be provided at no additional charge.

 One child over 8 but less than 12 years can stay in the parent's room.
A child's bed is provided at no additional charge.
 For two children between 8 and 12 years an additional room is
necessary. The rate of this room will be 50% of the parent's applicable
room rate.
 If a child is above 12 years of age, a separate room will be required at
the parent's applicable room rate. (An extra bed shall not be provided
for anyone over 12 years of age.)

Please Note

Effective 2nd October 2008, the Government has introduced "No-Smoking"

legislation for hotels, restaurants and all public places. As a consequence,
smoking is prohibited in all parts of the hotel except in designated bedrooms
where smoking is permitted.

The hotel has dedicated smoking guest bedrooms. Should you desire a
smoking bedroom, please let us know. We shall endeavor to reserve a
smoking bedroom for you, subject to availability.

Travel Information
Places of Interest

 Kingdom of Dreams (5 km)

 Red Fort (35 km)
 Qutab Minar (16 km)
 Bahai Temple (24 km)
 National Museum (25 km)
 Connaught Place (25 km)
 Chandni Chowk (35 km)
 Humayun’s Tomb (26 km)
 India International Trade Fair Centre (28 km)

General Information

Currency - Indian Rupee

Languages - English is widely spoken
Weather - April to September:
Minimum 25°C Maximum 42°C
 October to March:
Minimum 4°C Maximum 20°C

Amenities

 Family Rooms
 Fitness center
 Swimming pool
 Business center
 Restaurant
 Meeting rooms
 Non-smoking rooms
 Data port
Hotel Policies

Check-in Policy 1400

Check-out Policy 1200

General Information

Rooms 202
 Floors 6
Rating AAA

The Oberoi Group

The Oberoi Group, founded in 1934, operates 28 hotels and three cruisers in
five countries under the luxury ‘Oberoi’ and five-star ‘Trident’ brands. The
Group is also engaged in flight catering, airport restaurants, travel and tour
services, car rentals, project management and corporate air charters.

Oberoi Hotels & Resorts is synonymous the world over with providing the
right blend of service, luxury and quiet efficiency. Internationally acclaimed
for all-round excellence and unparalleled levels of service, Oberoi hotels and
resorts have received innumerable awards and accolades.

A distinctive feature of The Group’s hotels is their highly motivated and well
trained staff who provide exceptionally attentive, personalised and warm
service. The Group’s new luxury hotels have established a reputation for
redefining the paradigm of luxury and excellence in service amongst leisure
hotels around the world.

Trident hotels are five-star hotels that have established a reputation for
excellence and are acknowledged for offering quality and value. These
hotels combine state of the art facilities with dependable service in a caring
environment, presenting the ideal choice for business and leisure travellers.
At present there are nine Trident hotels in India. These are located in
Mumbai at Bandra Kurla and Nariman Point, Gurgaon (Delhi National
Capital Region), Chennai, Bhubaneshwar, Cochin, Agra, Jaipur and Udaipur.
The Oberoi Group also operates a Trident hotel in the Saudi Arabian city of
Jeddah.

The last decade has witnessed the debut of new luxury Oberoi leisure hotels
in India and abroad. In India, these hotels include The Oberoi Rajvilas,
Jaipur; The Oberoi Amarvilas, Agra; Wildflower Hall, Shimla in the
Himalayas; The Oberoi Vanyavilas, Ranthambhore; The Oberoi Cecil,
Shimla and The Oberoi Udaivilas, Udaipur. Overseas, the new hotels include
The Oberoi, Lombok in Indonesia, The Oberoi, Mauritius and The Oberoi,
Sahl Hasheesh in Egypt. The Oberoi Zahra, Luxury Nile Cruiser, Egypt was
launched in 2007.

The Group’s commitment to excellence, attention to detail and personalised

service has ensured a loyal list of guests and accolades in the worldwide
hospitality industry.
Recognising the importance of quality training in hospitality management,
The Oberoi Group established The Oberoi Centre of Learning and
Development in New Delhi in 1966. Today, this institution is considered
amongst the best in Asia with approximately 100 students graduating each
year.

The Oberoi Group is committed to employing the best environmental and

ecological practices in technology, equipment and operational processes. The
Group also supports philanthropic activities that range from education to
assistance for the mentally and physically challenged. The Group is also a
keen contributor to the conservation of nature and of cultural heritage.
HOUSE KEEPING
INTRODUCTION

The housekeeping department is an important organization, which looks

after the welfare of the guest. A tidy well kept room and clean, aesthetically
appealing surroundings affect the guest greatly. The image of the hotel and
its name is greatly heightened if the guest is pleased and is satisfied that he’s
got his moneys worth in terms of service and treatment.

Housekeeping as the name suggests refers to keeping of the house and

includes all those factors that lead to the comfort, cleanliness and service of
the people occupying that particular house. The main objective of the
department is to improve and maintain the sale appeal of rooms by making
the guest feel happy and relaxed. The personal effort the housekeeping
department makes in giving a guest a desirable room has a direct bearing on
the guests’ experience in a hotel.

The housekeeping department looks after the cleanliness and well being of
the entire hotel. Public areas are very important as they reflect the image of
the hotel on a potential guest or a repeated customer. It coordinates with
different departments of the hotel to function effectively and efficiently. The
department has its staff spread on all floors as well as public areas along
with housekeepers, floor supervisors, room boys and housemen. Apart from
rooms and public areas the housekeeping department takes care of various
other areas as well.
ROOM CATEGORIES

PUBLIC AREA

It is said ‘that the first impression is the last impression’ and it is not more
apt than in a hotel. The lobby is the first glimpse that a guest gets of the
hotel.
Not only the lobby but also all areas in front of the guest are the
responsibility of the housekeeping department like the floors, restaurants,
cloakrooms, swimming pool and all other areas of guest contact. The
aesthetic upkeep, cleaning and maintenance of these areas are the duties of
the housekeeping staff. Thus they must look their best at all times.
The cleaning of the public area is generally carried out in the night, as it will
cause least amount of disturbance to the guest due to the noisy and heavy
equipment used.

LINEN ROOM AND UNIFORM ROOM

The linen room is situated alongside the laundry and the housekeeping desk.
This area is responsible for storage, inventory and control of linen used in
the hotel. The uniform room is a part of the linen room and it supplies
uniforms to all the employees of the hotel. There are two linen room
supervisors. The linen room functions from 0600hrs to 2100hrs and the
uniform room.

LAUNDRY
Laundry is situated next to the linen room and has a connecting window. The
Laundry provides clean linen to the linen room in exchange for dirty linen. It
has a separate section for guest clothes and a separate section for employee
uniforms and hotel linen.

FLOWER ROOM
This area deals with all flower arrangements used in the hotel and
maintenance of the hotel gardens. Flowers add a touch of warmth and
welcome and hence are used in all areas of guest contact.

LOST AND FOUND

Any article left behind by a guest is deposited at housekeeping desk, which

is then entered in the lost and found register. This entry is made with details
such as date, description, name of guest, room #, finders name, clock no.,
etc.

KEY CONTROL

The housekeeping department has the maximum number of keys and to

ensure the security of the property and safety of the guests it is necessary to
have strict control over the keys.

RESPONSIBILITIES OF HOUSEKEEPING DEPARTMENT

The main responsibility of this department is the smooth running of the hotel
by maintaining and servicing guest rooms, corridors, elevators, other service
and public areas along with linen, furnishings, carpets, etc. Its other
functions are: -

 Staff training
 Organization and coordination of company’s policies.
 Guest laundry and dry-cleaning
 In house laundry
 Horticulture
 Linen room – functioning
 Staff uniforms
 Lost and found
 Maintaining inventories and other records
 Purchase of cleaning equipment and other agents
 Carpets
 Renewal of upholstery, furnishing linen
 Budgeting
 Recruitment of new staff
 Dealing with guest queries and complaints
CLEANING PROCEDURES

PUBLIC AREA CLEANING:

Public areas include:
1. Lobby
2. Restaurants
3. Guest cloak rooms
4. Shopping arcade
5. Corridors and Elevators

LOBBY
The lobby area is under constant vigilance because due to the heavy traffic it
is full of footsteps, cigarette stubs and other such articles, and also the
appearance of the lobby has an important impact on the entire
population entering the hotel.

Carpets and mats put at the entrance helps in improving the face of the hotel
but proper care has to be taken by the houseman in seeing that the
entrance is mopped throughout the day and the carpets are covered and
protected. Even these may have to be changed and cleaned frequently
during wet weather.
During the night the jobs to be carried out are vacuuming, shampooing
carpets, emptying and wiping out ashtray and wastebaskets, removing
marks along the walls or windowpanes etc.

RESTAURANTS AND BARS

Restaurants these days help in a big way in building the reputation of the
hotel. They are kept immaculately clean, as they are places where left over
food particles if any may lead to infestation by insects or rodents.
The standard work procedure followed in restaurants and bars is:
Changing of linen
Dusting
Vacuuming of carpets
Cleaning of chandeliers
Brassoing of brass articles
Flowers are changed daily
The carpets are shampooed and the curtains changed on a regular basis.

ROOMS
PREMIUM ROOM FEATURES
 Electronic Safe
 Mini Bar with Premium international brands.
 2 Line telephone with voice mail.
 Facsimile machine.
 Data port for Internet & e-mail connectivity.
 Electronic door lock
 Personalized butler service.
 In Room TV offering channels in English, French, German, Spanish &
Japanese.
 Choice of financial & International Newspapers.
 Well-appointed work desk.

DELUXE ROOM

 PREMIUM ROOM FEATURES

 DVD Player in all rooms.

SUITES:

 One bedroom with king size bed and a separate living room
 DVD Player.
 Electronic Safe
 Mini Bar with Premium international brands.
 2 Line telephone with voice mail.
 Facsimile machine.
 Data port for Internet & e-mail connectivity.
 Electronic door lock
 Personalized butler service.
 In Room TV offering channels in English, French, German, Spanish &
Japanese.
 Choice of financial & International Newspapers.
 Well-appointed work desk.

PRESIDENTIAL SUITE

 One bedroom with king size bed room

 Master Bathroom with a shower stall and a Jacuzzi, separate guest
bathroom.
 All suites have wooden flooring.
 DVD Player.
 Well-equipped pantry with microwave oven & Refrigerator.
 Electronic Safe
 Mini Bar with Premium international brands.
 2 Line telephone with voice mail.
 Facsimile machine.
 Data port for Internet & e-mail connectivity.
 Electronic door lock
 Personalized butler service.
 In Room TV offering channels in English, French, German, Spanish &
Japanese.
 Choice of financial & International Newspapers.
 Well-appointed work desk.
CLEANING PROCEDURES:

PROCEDURE FOR CLEANING A VACANT ROOM

A vacant room is one, which was prepared the previous day, but it has not
been given out or used by the guest. Such a room does not require thorough
cleaning but a few simple steps such as those listed below need to be
followed:
Open out the curtains
Turn off the bedside light
Remove the breakfast doorknob order card and replace it in the
Writing table drawer
Convert the night bed to a day bed, changing the linen as well
Change the drinking water
Dust the furniture and the surroundings
Clean the bathroom following the proper procedure
Check the room for any malfunctioning electrical fittings or fixture. If any,
inform the concerned department
If the room has been vacant for several days then the following steps must
be followed along with the fore mentioned steps to ensure the readiness
of the room:
Wash the bathroom floor
Vacuum the carpets
Thoroughly clean the balcony
PROCEDURE OF CLEANING A DEPARTURE ROOM

 After opening the room ventilate it by drawing the curtains and opening
the windows
 Remove the room service trolleys and trays, if any, and call room
service to pick them up
 Remove all the soiled linen and place it in the linen bag, which is
provided for in the chambermaid trolley
 Remake the bed using the proper procedure
 Thoroughly dust the room using a damp cloth to dust the furniture
 Clean the bathroom
 Check for missing guest supplies and replace
 Close all the windows and adjust the air-conditioning to standard
temperature
 Check if all the electrical fittings and equipment is working. In case of
a fault, it should be entered on the section list and reported to the floor
supervisor. Any item missing should also be reported
 Clean the ashtrays and the waste bins
 Vacuum the carpet and the upholstery
 Close the door and double-check that it is locked. Then, enter it on the
section list

PROCEDURE OF CLEANING A STAY OVER ROOM

A stay over room has guests staying who are not due to leave on that
particular day, i.e., the room maintains occupied status. Cleaning such a
room will vary as the guests may or may not be present in the room. One
should never touch the guests’ belongings. Replenish the room
complimentary and supplies. Arrange the guest’s shoes and slippers.
Hang the clothes in the wardrobe and also fold and place then in their
original position.

SPECIAL REQUESTS BY THE GUESTS

 Stationery for businessmen
 Bed board or change of pillow
 Request for laundering or ironing of clothes
 Extra linen items
 Equipment for babies like a crib
 Personalised service
 Extra furniture like beds for which the guests are charged
 Requests for irons or hair dryers
 Changing the floral displays
PROCEDURE OF CLEANING OF BATHROOMS DAILY

Empty and clean the sani-bins and the ashtrays

Polish the mirrors with a proper cloth
Clean the glass shelves and replace the tumblers on them
Clean the bathtub taking special care of the waste grid; overflow plug, chain
and taps. Wipe the bath panels, tiles, shower filaments, shower curtains,
towel rails, soap holders and the grip bar
Clean the toilet using a toilet brush and wipe the outside and inside of the
seat with a disinfectant. Wipe the flush handle, pipes and tiles
Wash your hands and clean the washbasin paying special attention to the
waste grid overflow plug and chain, taps, the underside of the bowl,
vanity unit, panels and mirrors
Place the bath towels on the towel rack, face and hand towels on the vanity
counter and the bath mat can either be laid out on the floor or folded
and kept on side of the bathtub
Wash the floor thoroughly taking care of the corners and the area behind the
door. Make sure that the floor is dry
Leave the bathroom door open and turn off the lights.

When a room is a DND then it is left alone till the time the guest himself
asks for service and entered as such in the section book. If a room is a DND
for more than a day the Lobby Manager is informed.

EVENING OR TURN DOWN SERVICE

Turn down service is the evening service where the day bed is converted to a
night bed. Like the morning shift there is a briefing in the evening as well,
which tells the room attendants of the happenings, V.I.P arrivals and
departures, occupancy status etc.
In the evening service the following procedure is followed:
The bed is converted to a night bed
The doorknob – breakfast order card is placed on the bed
The foot mat is placed below the bed along with a pair of slippers
The curtains are drawn
The air-conditioning is adjusted
If any supplies are missing they are replaced
The bed spread after being removed is kept in the drawer of the luggage rack
The TV cabinet is opened and the switches on the console are checked

Hereafter the work is done, the RA takes a last look at the room then
switches off all the lights except the bedside lamp and shuts the door.

HOUSEKEEPING CONTROL DESK

This is the nerve center of the housekeeping department and its efficiency
determines the smooth operation and the effectiveness of the housekeeping
department. It is the focal point of dissemination of information and
communication to various points in the housekeeping department as well as
other departments. The desk is manned round the clock.
 FUNCTIONS

1. Control Desk is the nerve center of the housekeeping department and

is responsible for various jobs. It is handled by a Control Desk
Supervisor
2. The desk receives calls for maintenance requests as well as guest
complaints
3. Using the Occupancy Sheet prepared by the Room Attendant, the
Control Desk Supervisor prepares a Housekeepers Report which is
sent to the Front Office and Accounts Department
4. The Control Desk Supervisor determines the departure rooms from
the computer and informs the Floor Supervisor who then informs the
Room Attendants on each floor so as to clean the rooms thoroughly
5. The message light on all the floors is controlled by the Control Desk
Supervisor
6. Distribution and receipt of all floor and public areas keys is done from
here
7. Communicating and co-ordinating with other departments
8. Changing the room status on the computer system

The shift at the desk starts at 0700hrs. Connected to the desk are 5 telephone
lines and a computer terminal. The desk keeper has the occupancy report
with her, which is continually updated by her. She also prepares the job
orders and hands them over to the concerned department. There are 3 copies
of the job order i.e. pink, white and yellow. Pink and white copies are sent to
the maintenance department. The pink copy is then returned to the desk on
completion of the work, so that it can be marked on the yellow copy. The
white copy is maintained at the maintenance department for their own
records.

A separate register is maintained at the desk for recording guest complaints.

The assistant housekeeper gives her floor occupancy report twice a day. One
copy is also sent to the front office for the purpose of cross-checking and
ensuring occupancy report. There is also a cupboard with guest supplies like:
 Soap
 Shampoo
 Lotion
 First aid kit
 Toiletries
 Hairdryer
 Iron
 Shaving kit
 Business kit
 V.I.P amenities
There is a key register, which is also maintained at the desk. Entries are
made at the time when a key is taken and a counter entry is made at the time
of return.
There is also a proper record of attendance maintained at the desk. Every
worker has to make an entry at the time of reporting of duty and finishing
duty.
EQUIPMENT AT THE DESK
1) Computer Terminal
2) Telephone
3) Paging Device
4) Beep System

RECORDS MAINTAINED:
1) Occupancy Reports
2) Maintenance Register
3) Lost And Found Register
4) Attendance Book
5) Guest Complaints Register
6) Key Register
LOST AND FOUND SECTION

The housekeeping department also has a separate section for handling lost
and found articles. Any article left behind by the guest in any area of the
hotel should be deposited in this section. The article is deposited in the lost
and found register with details such as date, description, finder’s name,
clock number, location, name of guest, received by, date of disposal, finder’s
signature and signature of the supervisor. Any item that is not claimed within
the period of six months is then either given away to the finder or to charity.

RULES FOR HANDLING LOST PROPERTIES

 To be registered in triplicate with all the details and correct information
like time
 To be placed and packed with white paper with the serial number
clearly visible
 Valuables should be handed over to the security guard after taking his
signature
 When articles are given to any person with the purpose to returning
them to the guests, that person’s signature should always be taken in
the register. Always insist on the white slip to be handed over to the
office for maintaining records

HOUSEKEEPING KEYS CONTROL

The housekeeping department is responsible for a large number of keys,

which includes keys to guestrooms. Thus for the security of the property
and

the guest it is very essential to have a strict check on the use of these
keys.

The keys should be handed over from one shift to another by taking an

inventory at the end of shift. Keys should be issued and deposited only
upon

signature in the register provided for the purpose. Now days electronic

Card keys have replaced metallic keys.

 LINEN ROOM

The linen room is an integral part of the housekeeping department. It is

situated alongside the laundry and the housekeeping desk. The area is
responsible for the storage, inventory and control of linen used in the hotel.
There are 2 linen room supervisors. All the clean linen received is counted
and stocked here. The count is noted down in the register separately. The
linen is issued against the slip book/par stock of housekeeping in

which the amount is mentioned. The same amount of clean linen is then

issued against it.

The linen for the guestrooms and restaurants is stacked on the shelves. This

is done very systematically and the linen for each department or each
outlet

is kept separately. The principle of exchange here is ‘clean for dirty’.

FUNCTIONS:

 Receiving of soiled food and beverage staff linen

 Receiving of soiled room line
 Issue of fresh linen to all floors and outlets
 Issue of bathrobes and towels to all floors

ROOM LINEN

Bed sheet
Night spread or crinkle sheet

Bed spread

Pillow covers

Blankets

Mattress protectors

BATH LINEN

Bath towel

Face towel

Hand towel

Bath mat

Bathrobe

REGISTERS MAINTAINED

Soiled and fresh linen register

Bathrobe register

Cloakroom register

Executive locker room register

Linen logbook

New linen register

Linen inventory register

Linen- in- store register

UNIFORM ROOM

The uniform room is part of the linen room, which caters to the uniforms
of

all the employees of the hotel. At the time of joining an employee is

given a

slip against which the uniform room issues the uniform or takes the

measurements for the uniform to be made. The uniforms are hung in the

room according to the various departments and then according to size.

The

uniforms are tagged with either the name of the employee or by size.
Each

employee has 2 – 3 sets of uniform, depending also on the nature of the

job.

This process is very efficient and ensures a smooth function.

UNIFORM ACTION

1. Issue of fresh uniforms to all the staff members in exchange of the soiled
uniform.
2. Upkeep of all uniforms and their maintenance
3. Issue of footwear to all hotel staff up to supervisory level.

REGISTERS MAINTAINED

1. Stock register
2. Inventory register
3. Shoes register
4. Uniform issue register
5. Gate passbook
6. Logbook
7. Laundry register
8. Discard register
9. Food and Beverage outlet uniform register

FLOWER ROOM

The Flower room and gardens are a part of Housekeeping which function

under a separate flower room executive. Flowers and plants spread a

message of welcome and warmth. They are therefore, used in all guest
areas.

Beautifully maintained gardens add a touch of class and also help in

spreading a serene atmosphere.

 WORK FLOW

Attendance/ Appearance

Flowers used on the previous day are collected, sorted and discard

Fresh flowers received

Flower room set up and cleaned

Arrangements for different areas made and issued

Waste is collected and disposed off

SYSTEM AND PROCEDURES OF FLOWER ROOM

1. Flowers and Foliage Receiving

2. The suppliers bring in flowers and foliage required for flower
arrangements directly to the flower room. The Head Gardener or the
Flower Room Executive then checks them. If they do not meet the
required specifications, they are returned. The challan for the delivery is
signed and copies are sent to receiving and accounts.
3. The Flower Room Executive sets specifications of the flowers. The
purchase department negotiates the prices.
3. Some of the flowers received throughout the year are  gladioli,
carnations, tuberoses, orchids, etc. The Oberoi also received foliage such as
asparagus, thiya, bottlebrush, Moriya, casuarinas and ferns. Other flowers
include lotus, tiger lily, bird of paradise, chrysanthemum, marigold, etc.
Orchids are received as and one required.

Types of arrangements

The different arrangements of flowers used in the hotel are:

Rounders: This type of arrangement can be seen from all sides. The foliage
usually used includes roses, gladioli, tuberoses, thiya and Moriya.

Khatia/ Pankha or Fan: This arrangement can be seen only from the front.
Theses are placed with their back to the wall usually on a credenza.
Flowers and foliage used includes roses, gladioli, tuberoses, asparagus,
Moriya and jasmine crepe.

Ovals: These are low arrangements, which can be seen on all sides. They are
usually used for long tables in banquets, under windowsills and beneath
pictures.

Saleez: They are low arrangements that are often placed on coffee and
dining tables. They are also placed in restaurants and used for banquets.

VIP Arrangements: They are usually round and placed in guestrooms.

Flowers and foliage includes roses, xanthium, carnations, sweet sultanas,
ferns, asparagus, bottlebrush, etc.
LAUNDRY

All the functions of washing and cleaning and ironing or pressing of the

hotel linen and uniform as well as the revenue producing function of

laundering the guest linen is done by the on premises laundry of The

Oberoi,

New Delhi. The laundry is well equipped with various machines for the

purpose of washing, dry cleaning, pressing and ironing.

ORGANISATION CHART
 LAUNDRY MANAGER

DESK ATTENDANT

SUPERVISORS

OPERATORS

MAJOR FUNCTIONS

1. Washing and dry-cleaning guest laundry.

2. Pressing or ironing guest laundry
3. Mending and repair of guest laundry
4. Washing in – house linen
5. Pressing bed linen and table linen
6. Washing and dry cleaning staff uniforms
7. Ironing and pressing staff uniforms
8. Stain removal from laundry being processed before washing or cleaning.
9. Conducting water tests to check hardness of water
10.To control the energy being used and participate constructively in energy
conservation
WORK PROCEDURE OF GUEST LAUNDRY
1. COLLECTION: of the laundry from floors either due to “collect my
laundry” card hung at the door or when the guest calls for services. The
clothes are tallied against the list. All calls are entered in the card by the
valet.

2. MARKING: all guest laundry is marked on a marking machine. Usually

the code indicates the day and the room no. from which the laundry is
collected. For dry cleaning a tag is attached which has room no. and total
pieces sent for dry cleaning.

3. SORTING: All items are sorted into whites and colours (for laundering
and dry cleaning). Very dark coloured garments are washed separately
from coloured garments. The sorter also checks for spot removal,
mending and repair. He also checks for any special instructions for
laundering the garment.

4. WASHING / DRY CLEANING: the garments are either washed or dry-

cleaned. Usually they are put as a lot of whites, colours and dark colours.
They are also washed separately when the fabric texture differs.

5. DRYING: all garments are dried in the tumble dryer unless the
instructions state otherwise. Post-wash stain removal check is carried out
to ensure that no stains are left on the laundry.
6. PRESSING: the items are ironed at the shirt unit, steam press, hot head
and hand press as required.

7. FOLDING: all items are sent on hangers if specified by the guest,

otherwise the shirts are folded and packed. Similarly other laundry is
neatly folded or put on hangers such as trousers, suit, ladies suits, saris
etc.

8. TALLYING: all the items are tallying against the laundry or dry
cleaning list and packed. Laundry slip is attached.

LAUNDRY IN HOLD: This is a facility a guest can avail of in case he

wants to collect his laundry at a later. Such laundry is entered in the hold

register. It records the name of the guest, room number, date of collection
of

laundry and whether the charge has been posted to guest folio or not. The

valet signs it and remarks, if any, are recorded by him in the register.

DND PROCEDURE: When a room is DND and a valet cannot deliver

the

guest laundry, a DND knob is hung on the door informing the guest about

the valets time of delivery f the laundry, date and extension number to

contact for the delivery of laundry. In case the laundry needs to be kept in
hold the laundry manager is informed and the respective procedure is

followed.

DRY CLEANING

Dry cleaning is done for all those items that cannot be washed with water

and soap due to the possibility of damaging the fabric in event of colour

running and other harmful effects washing may have on the linen such as

shrinking.

Machine used: Multimatic 25 lbs. In one cycle it can dry up to 14-15

pieces

of linen, 4-5 pieces of coats and suits. The machine works on a

programmed

punch card or computerised card, which is programmed for a 35-minute

cycle.

Time taken for:

Washing : 12-15 minutes

Extraction: 2-3 minutes

Drying : 18-20 minutes

The drum rotates clockwise and anti clockwise action for washing and
drying but only in one direction for hydro extraction. The chemical used
is

the Perchloroethyene. It is recovered by way of filtration and distillation.

Filtration removes all insoluble impurities. Ideally the recovery is 95%.

But

in TOND it is restricted to about 75%.

ROOM LINEN

The linen comes through the linen chutes and it is sorted according to
sheets

and towels together, and bathmats, face towels and hand towels together.

Washing: sheets and night spreads are washed separately and bath linen

separately.

Drying : all room linen is dried separately in the dryer and all bath linen

separately.

Then the linen is passed through the calendaring machine and folded.
This

linen is then sent to the linen room.

CLEANING EQUIPMENT

The main responsibility of the housekeeping department is to keep

‘house’

i.e. to clean the hotel. This includes the guestrooms, lobby, restaurants,
pool
area, lawns and gardens.

Department uses a wide variety of equipment for the cleaning process

BRUSHES: these can be of various types and shapes, depending on the

work they are needed for. There are hard, medium and soft brushes; long

handled feather brushes for cleaning the ceiling; scrubbing brushes for
stone

floors; carpet brushes (hard/soft) with handle; furniture brush for

upholstery

toothbrush for cleaning certain parts of the water closet and wash basin;

nylon brush for cleaning and spotting of upholstery; wall panelling.

CLOTH: soft flannel cloth for polishing; soft line free cloth for wiping

glass surfaces: and coarser duster for general dusting.

MOPS: there are large and small mops, both with handles; the large ones

are used for cleaning larger areas like the lobby. A mop will last longer if
it is cleaned after use, dried and stored.

BROOMS: corner brooms (6” length) and whisk brooms (8-9”length).

These are hardly ever used in our hotel.

MACHINES USED IN HOUSEKEEPING FOR CLEANING

VACUUM CLEANER for carpets and furnishings; this is used by the

room

attendants to vacuum the carpets in the guestrooms. The machine is

popularly known as Hoover because of the company that manufacturers

it. It

should be cleaned and emptied out regularly.

Vacuum cleaner industrial type  with dry and wet pick up. Used for
heavy

work.

 Scrubbing machine for floor washing.

 Floor polishing machine
 Shampooing machines for shampooing of all public area
carpets

OTHER SUBSIDIARY EQUIPMENT USED

SPONGES: Used in cleaning the bathroom, especially the marble

counter of
the wash basin

STEEL WOOL: Made of fine strands of steel  good for cleaning

stained

floors

RUBBER SQUEEZERS: Used for getting rid of excess water on the

floor

BUCKETS: Large and small made of plastic

DUST PANS: The dust is brushed or swept into these. They are used

extensively in carpet brushing

CONTAINERS: For holding the various agents of cleaning

HOUSEKEEPING EQUIPMENT

ROOM ATTENDANTS TROLLEY: Every room attendant has a

trolley

in which all the supplies and equipment that she requires to make up for
discards and rubbish and the other for soiled linen are stored. All cleaning

supplies like Vim, Brasso, dusters, brushes, etc. and all supplies for the

room i.e. stationary , laundry bags, magazines etc. are neatly stacked on
the

trolley.

HOUSEMANS TROLLEY: For uniform room and health club as well.

LINEN HAMPERS (with wheels): with canvas bags for uniform room.

This is used to transport linen and uniforms generally to and from the

laundry.

SEWING MACHINE: These are located in an inner room (tailor room)

of

the uniform room. They are the industrial types with pedals.

HANGER ROD: For the uniform room.

BABY CRIBS

BABY HIGH CHAIRS

GARBAGE BUCKETS: Plastic with cover on wheel stands.

BED BOARD (wooden): For single and double beds.

KEY POUCHES: Every Room Attendant has a leather key pouch that
she
ties around her waist. It has a key that opens all rooms of a particular
floor.

IRONING BOARDS (with foldable steel legs): For guest and uniform

rooms

ELECTRIC IRONS: For guest and uniform rooms. Irons are supplied
to

the guests on request

HEATERS: For guestrooms and offices, also provided on request

FANS: For guestrooms and offices

HOT WATER BOTTLES

ROLL AWAY BEDS AND BED BOARDS: Along with mattress, when

guests request a spare bed

UMBRELLAS: For garden and poolside

FLOOR POLISHING MACHINE: For shining floors, mostly used in

public areas

CARPET SHAMPOOING MACHINE

FRONT OFFICE

INTRODUCTION
In countries throughout the world, the steady and continual increase
in size of tourist and hospitality industries continues. In order to
accommodate the world's travelers, the Hotel Industry is also expanding
to keep up with the demand.
For many people it's the look, design or location that creates the important
and lasting impression.
However, the Hotel industry is highly people oriented. It is the
effectiveness, efficiency and warmth of these people, which is what creates
the lasting impression, and it is these same people who, by their attitude and
friendliness, subconsciously attract guest back to the hotel.
Very often the first and the last place the guest comes into direct contact with
the Hotel is the Front Desk. It is the Front Office, which forms the basic
foundation for the hotel staff and guest relation in the future. Its primary
function is the sale of guest rooms available in the hotel by following a
series of preset procedures consisting mainly of reservation followed by
registration and assigning room to customers.
Front Office is termed as the powerhouse of the hotel -It plays a major role
in the operations of any Hotel. It is believed that room sale is the most
profiting mode of income for the hotel. Revenue collected from the room
sales contributes much more than any other departments consisting more
than 70 % of the total sales.
Thus we see that the primary objective of the front office is to receive the
guest, give them a warm welcome, assign them rooms keeping in mind their
taste and preferences and be a customer friendly interface between the hotel
and the guest.
This extremely important department is one of the first points of contact the
guest has with the hotel, and leaves a lasting impression on the mind of the
guest about the quality and service provided. It is therefore, crucial for all
Front Office personnel to be constantly aware of this fact and realize that, in
addition to their routine functions, they are also salesmen for their hotel and
the other hotels in the group.

The Front office is the nerve center of the hotel. It encompasses the
Reservations office, the Reception, and Information desks. For most guests,
contact with hotel is established even before they enter it – through the
reservations office – and this contact with the Front Office is maintained
right through their stay check out.
DIFFERENT AREAS OF THE FRONT OFFICE

The main areas of the Front Office at The Oberoi are-

1. Bell Desk
2. Reception.
3. Cashier.
4. Concierge.
5. Reservation
INTERACTION BETWEEN GUEST AND THE HOTEL:

During the hotel stay, a guest may require certain services from and engage
in various transactions with the hotel. One or the other section of the hotel
front office mostly handles these. Following is the example of interaction of
the guest and the hotel at different stages of his stay:

Pre-arrival

1. Reservation Office: For reservation of room and assigning pick up for

self.

Arrival

1 Reception: For Registration, Room assignment and issuing of keys.

2· Bell Desk: for Baggage handling and escorting to guest room.

Occupancy
1. Front Desk Cashier: For currency exchange, safe deposits of valuable
articles and Maintaining guest accounts.
2. Telephone : For Telephone calls.
3. Bell Desk : For transportation and news papers.
4. Concierge : For guest mail and other information.
5. Business Center : For various facilities like 'Board Room, F E-mail,
Fax etc.

TYPE OF GUEST ROOMS

To cater to different needs of their customers, Hotels usually provide a

variety of accommodation products. In other words, the hotel offers different
types of guest rooms for sale, which may vary in sizes, decor or view. In
addition to this, Hotels, also supply special types of accommodation for
particular type of guests e.g. Executive floors for business people or Suites
for VIPs.

Rooms can be classified as follows:

1. Number and size of beds per room

 Twin Room : Room with two single beds.
 Double Room : Room with one large bed.
 Suites : Rooms with two distinct areas
i.e. one for sleeping and one as a lounge
area.

2. Decor, room size and view

Hotel Guest -rooms may be group into standard, superior or deluxe rooms
according to their décor i.e. Furniture or fittings, as well as size and
situation.
Hotel rooms have different views based on the area they overlook.
The hotel offers rooms with the following views:-
Ocean view
City view
Bay or harbour view
Pool view

The more luxurious rooms i.e the suites also have similar views. No to views
in the hotel are same. Each of them have a separate theme inspired by the
rich heritage of the country.

INTER DEPARTMENTAL CO-ORDINATION

HOUSE KEEPING :
The co-ordination between these two departments is of very great
importance for the running of the. hotel. The reason is that the House
Keeping does the up keeping & the cleaning up of the rooms & the Front
office does the selling up of the room or we can say that one prepares & the
other sells it. House Keeping sends the occupancy report twice daily. .
Meanwhile the details-of the rooms are fed into the computer by the House
Keeping department.

Front Office immediately gets the report on their screen. Arrival of any VIP
guest is informed to the -House Keeping well in advance to keep all the VIP
amenities in the room, one hour before the guest checks in the room. The
room verification report helps in preparing the room discrepancy report also.

FOOD & BEVERAGE SERVICE :

The co-ordination between these two departments is necessary to give the
maximum comfort to the guest. Front Office has to inform the Room
Service well in advance if there are any special food items to be kept for any.
VIP checks ins, for e.g. chocolates, complimentary fruit basket, wine etc.
The service & the clearance of the welcome drink for any VIP group check
in is done by the Room Service staff only. The cash department of the Front
Office deals with the payments made by the guests for mini bar, in house
restaurants, etc.

FOOD & BEVERAGE PRODUCTION :

Front Office informs the kitchen for the preparation of the welcome drinks
well in advance & the kitchen is also informed by the Front Office through
the Room Service for any special cake that the guest has asked for.

I.S.D. (COMPUTER CENTRE) :

The Computer Centre has to give the Front Office all the support in the
efficient running of the computer systems as the entire hotel is attached to
one network. If the Front Office faces problem in any of the running
terminals then the I.S.D. rectifies it.

ENGINEERING :
All the guest complaints are given to the concierge which at once informs
the engineering departments & it is looked after promptly.
RECEPTION

It plays an important role in the front office setup. This is the first
section where the guest comes in contact with a hotel employee. It is located
in the Front Office and it deals with functions, the main one being checking
in or allotting rooms for individuals or groups.

When the guest arrives at the hotel, he first approaches the reception
counter to give in his name if he has a reservation, If the guest has booked a
room in advance then a reservation card with all the details are printed and
kept ready.

In the case of a walk-in, the receptionist fills out the registration card
and checks the computer for vacant rooms. The receptionist checks up with
the assigned rooms report also to ensure that the room allotted is vacant.
The key card is filled up and the appropriate key is placed in the card and
handed over to the guest. For registration, everything is done on the
computer. Hence manual labor is saved on as the guests check in and are
billed directly through the computer as the entire hotel operations runs on
computer.
A group coordinator always awaits the group to check in. The group
leader is then taken to the Bell Desk/Side desk, here the group coordinator
checks with the rooming list. The group coordinator allots the keys along
with the key cards. The rooming list is also needed to identify the guest
baggage. The bellboys then carry the baggage up and in this manner a group
is checked in.

ROOMING LIST
This is like a form, which stays with the group co-coordinator. It is needed
during the time of checking in of a group.
It states all the names of the number of people in that group, in the order
they want to stay. This means that the type of room whether single, double
and triple is mentioned.
It is through this list that the rooms are allotted and the guest baggage is
identified.

FUNCTION PERFORMED DURING

ARRIVAL OF A GUEST
 Welcome the guest
 Ascertain room requirements & cross check with the movement list.
 Hand over the guest registration Card along with an open to the guest.
while the guest is filling up the GRC.
 Select a vacant clean (VC) room keeping in min-guest choice if any
Room
is free for the entire duration of stay.
 Take out the appropriate key from the box and prepare the key card.
 Ensure that all the details on the G.R.C. are filled in properly.
connection released.
 feed the G.R.C into the computer.
 Make entry in the arrival departure register.
 Update room position if necessary.
 Make ‘C’ form in case of foreigners.
 Prepared in duplicate-
Foreign Regional Registration Office copy
Hotel copy
Amenities are provided through Amenities Voucher.
DEPARTURE FUNCTIONS :
1. When the guest settles their bills the registration card and the keys are
given to the reception.
2. Keys are kept back in place.
3. An entry is made in the departure intimation sheet for departments like –
 House keeping.
 Room Service.
 Telephone & telex.
4. Inform the housekeeping over the telephone so that the concerned
housekeeper can attend to the departure room.
5. Make entry into the departure register.
OTHER FUNCTIONS PERFORMED :
RECEIVING MESSAGES : A hotel provides a complex series of services
to guest and in order that all are co-ordinate communication is very essential.
Incoming calls are transferred to the guest. If the guest are not available the
message are noted down and the message light is turned on for the room. So
that the guest comes to know that there is a message for him at the reception.

TRANSMITTAL SLIP : It is a facility provided to the guest. In case the

guest needs a car for the day as incase of airport pickup or a drop to some
place, transmittal slips are filled in. This is prepared in duplicate. The
Lobby manager has to sign on it.

ROOM CHANGE : In case of room change, a change slip is filled in.

Four copies are prepared. They are for the following departments :-
 Bill Department copy.
 Room Service Copy.
 House Keeping Copy.
 Telephone copy.
MAINTENANCE : In case of maintenance of anything in the reception
department. A maintenance order is filled. It is prepared in duplicate.

GUEST REGISTRATION FORM

This particular form is presented to the guest when he check’s-in, and it
mainly consists of Name, Address Organization, designation, & nationality
and in case of a foreigner it contains his passport no. details along with
Room no. Date of arrival and departure. And the mode of payment.

Finally the guest has to sign a declaration that he will release the room by
checkout time whatever it is on the departure date.

ROOM KEY CARD

Room key Card is issued by the receptionist of the Front office Department
to the guest, who checks- in the hotel. It is a card, which is used as a
identification card by the guest in the hotel while requesting for the key,
signing in the restaurant, bar and on checkout, On one side of the card it
contains Name, Room no., rate, arrival & departure and on one side is the
different outlet’s of the hotel along with their timing’s are given.

RESERVATION CARD :
A reservation card is one that is filled in at the time of check in. The details
extended are:-
NAME OF GUEST.
DESIGNATION AND OCCUPATION OF GUEST
NATIONALITY
DATE AND PLCE OF ISSUE OF PASSPORT.
DURATION OF STAY IN INDIA
PERMANENT ADDRESS
DATE OF ARRIVAL IN INDIA
ARRIVED FROM
IF EMPLOYED IN INDIA
REGISTRATION CERTIFICATE NUMBER
DATE AND PLCE OF ISSUE
NUMBER OF PERSONS STAYING
NEXT DESIGNATION
DATE OF ARRIVAL
TIME OF ARRIVAL
DATE OF DEPARTURE
BILLING INSTRUCTIONS
PARTICULARS

THE“LITTLE KNOWN PROFESSION – CONCIERGE”

Tradition with European hotel, the concierge is now fast becoming

established well-known hotels where ‘excellence and service’ are the key
words.
Itself is of obscure etymological percentage. One source says it comes from
expression ‘con servus’ meaning ‘fellow slave’. Another derivation is
‘conservus’ the present participle of the Latin verb ‘to serve’.
The French picked up the word from one or the other of these latin verbs, it
is ‘cumserge’ in old French. Yet another source says the 12th century was
‘Comte des Cierges’ (Count of Candles), a title formally given to an officer
working for the Palaces Conciergeri and having great responsibilities to the
12th century. Later the title was extended to the Concierges of the cer
working for the Palaces Conciergeri and having great responsibilities to the
12th century. Later the title was extended to the Concerges of the aronial
houses and gradually all ‘Porters’ took it.
Singly, the term has been applied to two very different jobs in the more
recent boarding houses or service apartment (condominiums), a concierge
and his ves on the premises and watches over the building, a far cry from the
European hotel who evolved from a porter to the doer-of-all things today.
A plethora of titles are also being used such as Head Hall Porter but more are
changing to the widely used “Concierge”.

What is exactly a concierge?

Seasoned travelers have described concierge as ‘part man Frinday part with
a good amount of Merin and Houdini thrown in’. Whatever the case and
more often these days, he will do anything that is humanly for the
satisfaction of the hotel’s guests.
His team is assistants, information/message clerks, airport staff, porters,
doormen, drivers, car valets pageboys, messengers etc.
Concierge at The Hotel

Responsibilities:

 Recommends and develop appropriate service concepts, facilities and

amenities as meet guest expectation and future needs.
 Develops and maintains Concierge services as an absolute
representative “Face of the Hotel” there by adding value to the over all
image of the unit.
 Concierge is completely responsible for the smooth operations of the
Concierge department and to make sure that the department is updated
and has full knowledge local attractions and provides hotel guests with
information on the city and sight being tours.
 Provides a dependable, professional limousine service to the guest as
per the organizational standards.
 Ensures proper ticketing and other travel arrangements for the in-house
guests.
 Facilitates within organizational norms, any internal or external
errand/services a guest may request for.
 Responsible for ensuring reservations for guest in desired outlets,
hotels, entertainment or service facilities.
 Defines the organization of work within the department including
assignments schedules and vacations for the staff.
 Ensures all records/documentation is properly maintained as per the
requirement of the organization.
 Ensures the smooth operation at the airport to make sure that assistance
is provided to pre-designated guests on arrival and departure.
 Concierge is responsible for the availability of cellular phones either
from the stock or arranging from rental agency.
 Responsible to make arrangement for charter aircrafts through the
Oberon Air Services and from other agencies in case of non-
availability.

CASHIER
The cashier is adjoining the reception and information counter but is situated
at the corner. It does not face the entrance through the lobby at the Hotel’s its
main function is to maintain guest folios. The posting of charges from
departmental vouchers to guest bills is carried out here. At check out time
the casher closes the bill/folios.
The Second copy of the registration card of a guest is attached along with his
correspondence and is placed here. All the miscellaneous bills are
immediately added to the room bill and fed into computer.
Apart from this the cashier in-charge of handling petty cash and to keep safe
custody of guest valuables. If valuables are lost in the room then the hotel is
responsible for such losses. If a guest wishes to make use of a safety vault,
then the cashier issues it and the rent is charged.
The Cashier department is important but equally risky as there is an inflow
and outflow of lot of money everyday.
CHIEF CASHIER
Primary function:- Responsible for all types of cash transaction in the Front
Office and also to keep complete records of them.

Duties & responsibilities

Auditing of days work and rectifying mistake if any.

Dispatching of company bills and other accounts receivable to credit

Department.
Allocating duty hours to the cashier.
Preparing daily cash report, sales summary Sheet, Room revenue report etc.
Dealing with the foreign exchange regulations.
Keeping a check on resident guests credit.

CASHIER
Primary Function : Responsible for all cash transactions in the Front
Office.
Duties & Responsibilities :
Handles all hotel cash transactions of the guest
Maintain sales Register, and the guest folio
Closes guest bill at the time of check-out
Prepares luggage slip for the clearing of guest luggage at the time of
checkout.
Deals with foreign exchange regulations.

SETTLEMENT OF BILLS
METHODS :
Even through legal tender cash is the only method that customers may utilize
to settle their bills there are many other types of payment that hotels
willingly receive, all of them will be common to every hotel, but there are
more usual payments with which cashiers must be familiar and it is
generally up to the policy of the hotels management as to which are taken
settlement of a bill.
When dealing with cash the cashier must always keep the amount given in
payment separate from the float until the change has been counted back.
Foreign currency is increasingly popular as a mode of payment. In may
hotels the payment is intended by cheque which may/will be cashed at the
time of registration, the bill may have to be settled 3 or 4 days before the
guest leaves in order to guarantee that cheque 13 is cleared.
The second type of cheque that a cashier must know about is the traveller’s
cheque, which is a common way in which overseas customers on tourists
pay their bills while in another country. Tourist’s cheques suffer from a
problem that they are issued in fixed denomination.
An increasingly popular method of payment being used in many hotels of
and restaurant in the credit card, which has really gained popularly in the
country.
Apart from settlement of guest bills the cashier has the responsibility for
protecting guest valuables. A system of safety deposit boxes or a separate
safe may well be utilized for the safe custody of guest valuables.
FOREIGN EXCHANGE
The foreign currency can be exchanged for Indian Currency at the Cashiers.
The rate of exchange of currency is taken from Reserve Bank of India
everyday. An exchange form has to be filled up, the original copy is given to
the guest and the foreign exchange is stapled with the other copy of the
form.
SAFE DEPOSIT
The cashier issues safe Deposit Card to the in-house guest who wishes to
deposit their valuables in the Safe Deposit boxes. This card contains the
name of the guest his room. No., address & finally the box no. allotted to the
guest & signature of the guest as well as the person as the person who
delivery’s the key.
BILLING INSTRUCTIONS :
Guest can settle their bills directly by cash, credit card, and traveler's checks.
Guest also has the facility of charging bills to their company. Bill can be
sent to the company provided it is on the hotels credit list of approved
companies.
BILL TO COMPANY/BTC instructions must be received in writing on the
company letter head, this must mention the mailing address of the company
and should also mention to whose attention the bills are to be sent.
Similarly for travel agents the voucher must mention the entitlement of the
guest clearly, specifying what component of the bill is to be settled by the
travel agent and what part by the guest himself.
Billing letters when received are photocopied. The original copy is sent tot
he city ledger for the collection of dues and duplicate is retained with the
correspondence.
Some times the billing instructions may be received through the IRS or
Regional Sales office of companies,. which are not on our credit list. I n this
cases the name of the person authorizing credit must be clearly mentioned.
FRONT OFFICE CASH :
Front Office cash is one of the major areas, in the Front Office department.
It is the last area that the guest comes in contact with while leaving the hotel.
It deals with the settlement of all the bills of expenses incurred by the guest
during the entire stay in the hotel. These bills include the Telephone
Charges, Room Charges, Restaurant Charges, Mini bar Charges, & other
Miscellaneous Charges.

FRONT OFFICE ACCOUNTING CYCLE

There are three important stages in the front accounting cycle these are:
 Creation of accounts.
 Maintenance of accounts.
 Settlement of accounts.
Creation of Accounts :
A guest folio is usually created at the time of his check in. As soon as the
guest checks in at The Oberon Mamba, a folio in his name is created in the
computer terminal. Most of the times a house or credit limit may be created.
Maintenance of accounts :
The act of recording the transaction on to the guest folio is called posting.
There are two types posting:
1. Credit entry.
2. Debit entry.
Most common Debit Entries:
 Room Charges
 Restaurant Charges
 Telephone
 Laundry
Use of Other Hotel facilities
Most common Credit entries:
 Pre Payment
 Payment for part of the bill
 Payment for final settlement

THE BELL DESK

On Arrival guest luggage is taken in the trolley with the guest to the
reception and wait to get the check in procedure completed. Luggage is
carried along with the guest to his room. Guest is explained about the fittings
facilities in the room. Bell Boy errand card (arrival) is taken from reception
at the time of carrying the luggage and then filled in and maintained. Arrival
departure of the guest is notified in the bell captains control sheet. Scanty
baggage guests are marked and the report is signed from the reception (even
in case of regular guests.)
Functions of the bell desk
Morning newspapers are sorted and hung outside rooms by night shift.
Guest is explained about hotel and room facilities including mini-bar on
check in.
Guest baggage handled and carried to rooms in check-ins and removed and
brought to lobby during check outs.
Errand card made for arrivals and departures, and arrival cards given by
reception at the time of check in.
Guest mails are mailed, for a specific price.
Maintaining baggage in the luggage room face of cost.
International newspapers received and distributed.
Early morning newspapers are distributed in rooms by the night shift.
In house, Room verification and expected arrival report is resigned and
newspaper request list completed.
In luggage handling arrival cards are given by reception, which are filled up
and maintained. Where as departure cards are made at bell Desk.
Guest luggage is stored in luggage room for which tags are attached to the
luggage and receipts given to the guest and the luggage register
completed Log book maintained by the shift captains
The Bellboy’s errand card (arrival) is taken before taking the guest to the
room. So that, the lobby attendant address the guest by name, If the guest is
a regular then the Bell boy escorts him to room and leaves the luggage but
incase of a new guest he is explained about the fitting and the facilities to the
guest. Guest’s luggage is stored in the luggage room if the guests request so.
The Bell Boy errand (and arrival) is completed for errand cards date wise for
each month as records.
Early morning newspaper are received and hanged on doors by the night
shift. The guest is given a financial and normal newspaper, International and
other newspapers are given on request and for this the newspaper request list
is maintained. VIP’s and regular guests are given newspapers.
Luggage Room
The luggage room is next to bell desk and has racks to store the luggage
properly. When a guest requests for his luggage to be stored in the luggage
room a tag is attached to the luggage and receipt given to the guest with
room no., date and running and type of baggage. A luggage room register is
maintained which is then cancelled when the guest takes back his luggage.
In House report, Room Verification report and Expected Arrivals Report is
received from the computer room and is helpful in functioning of the bell
desk.
Guest special request are satisfied by Bell Boys, like buying some things
from market etc. Guest mails are mailed for the guest on some cost.
Messages and guest fax distribution is handled by concierge.
As soon as information about guests requests for departure received either
by telephone or from reception an errand card (departure) is prepared and
the bell boy goes to the floor with the trolley and brings down the luggage
and then takes the luggage along with the guest to the portico and helps in
loading the luggage in the vehicle. Before taking the luggage to the portico
clearance is taken from the Cashier through the errand card and this errand
card is maintained for records C-form delivery is also the duty of the lobby
attendants.
Housekeeping is notified on the floor that the guest has departed. This
department needs to be the most experienced as it involves direct guest
handling and mostly the first impression is the last impression. The
hierarchy of bell desk is the Senior Captain then Lobby attendant.
SENIOR BELL CAPTAIN
Primary Function :
He is responsible to the lobby manager for the conduct. Appearance and
work performance of the Bell captain and Bell Boys.
Duties and Responsibilities :
Controls movement of Bell captains and bellboys.
Ensure proper grooming of his staff.
Prepares duty list and allocation of work for the staff.
Checks with the reception about scanty baggage (S.B.) check
Protects the interest of the guest and of the hotel.
Reports irregularities of suspicious persons to the Lobby manager on Duty.
Assist the Bell Capital in Peak Period.
Checks rooms discrepancy reports.

BELL CAPTAIN

Primary Function
He is responsible to the Senior Bell captain and works at the Bell captain’s
desk, in the Lobby controlling activities of Bellboys during the post of his
shift.
Duties & Responsibilities:
Role and responsibility of a bell Captain.
Taking over properly from the earlier duty-bell captain going.
Taking the stock of the luggage, parcels and any other material.
Taking the stock of the Bellboys reported for duty. Ensuring that each Boy is
well groomed. Briefing the bellboys on his shifts. Report to the Lobby
manager after taking over.
Through knowledge of the topography of the hotels, shops airlines offices,
executive offices.
Handling luggage of FITS, group’s airline crew efficiently with full control
over the Bellboys, maintaining the control chart/lobby Attendant record
sheet.
Bell Boys briefing the guests while escorting to the rooms as well as guest
from facilities.
Through procedure on arrival and Departures. Writing out the L.A.E. cards
for departures.
To be able to carry out different an errands for the guest and.
Proper distribution of newspapers and control thereon.
Keeping stock of the equipments, trolleys, and ensuring that they are in
working order.
Upkeep of the Lobby and Lounge area, reporting to seniors any unload
happening.
Luggage storage procedure and upkeep of the baggage. Room.
Maintaining and keeping the Bulletin Board/function Room board up to
date.

ARRIVAL
On check in of the guest, the Bellboy is given on Errand to go and leave the
guests belongings in the room. It notes down the date, Attendants name, and
guest name room number, Description of baggage.

DEPARTURE
BELL BOY ERRAND CARD
When a guest is checking out then a departure card is given to the bell boy,
till the time the bell boy is in the room he also has to check if all the
equipment is in perfect cooking order and has no damage. It notes down the
attendant Numbers, Date, Room Number, guests Name, clearance from
Cashier, reception, Information.

BACK OFFICE
The Back office generally does all the paper work on a guest arrival. The
people in the back office are not constant. The Receptionist from the From
Desk come in and do the work, However, there is a telephone operator to
handle all calls. The receptionist from the front Desk come in and does the
work, however, there is a telephone operator to handle all calls. The
receptionist also has to attend calls and give information to the guests,
outsiders generally call to ask whether a particular guest is or not as they
would like to speak to the party concerned. Then the Receptionist looks up
the guest by name menu and checks the guest room number. The guest’s call
up themselves to ask for information on the hotel, like pool and restaurant
timings, the channels for the T.V. and other small details be would want to
know.
There is direct dialing from all guests’ rooms and he need not go through the
telephone department. Any messages for the guest are also entered into the
computer. Two copies are printed. One is sent to the guest room and the
other is kept in his mail and key rack. When a message is entered into the
computer. A red light on his telephone shows, telling him to call to get his
message. Once he calls his message is deleted. All message for in house
guests are deleted by midnight.

When a receptionist checks a guest in on the computer, she does not have
much time to enter all the details. So all the passport details and address and
the next destination, etc, are all entered into the computer in the back office.
Then the registration card is separated from the bard card and it is filled. The
bard card is sent to the cashier along with any correspondence from or on
behalf of the guest to the hotel, after being checked by the Lobby manager.

RESERVATIONS
Reservations as the name suggest handles reservation of rooms in The
Oberoi Mumbai and Hilton Towers. Outstation reservations are taken by the
OCC. Reservations are the backbone of Front Office and are supported by
Sales & marketing division for Reservations.
Main functions
Accept requests for accommodation
Confirm/wait-list/refuse (as per status or instructions)
 Create a folio for the guest.
Maintain correspondence
Update/Cancel existing reservations
Prepare various month end statistics
Medium of Reservations
Telephone : TEL
Telex/Cable : TLX / FAX
Letters : LTR
Verbal :
Major sources of Reservation (business producers – TA/DIR/Inter Hotels)
TA : Travel Agents (Local or Foreign)
DIR : FITs (Free Individual Traveller)
TA : Tour Operators
Dir : Companies
EMB : Embassies
LHW/LRI/
DER/STR : Hotel Reps.
Air : Airlines
CRS : Central Reservations
: Inter-Hotels-use hotel code like HOT, HOG etc.

GUARANTEED RESERVATION :
A reservation under which the guest will guarantee to pay for the room even
if its not used, unless the guest has followed the hotels prearranged
cancellation procedure. In return the hotel holds the room till the check out
time of the guest. For a guaranteed reservation, an advance payment is taken
from the guest.

NON GUARANTEED RESERVATION :

A non-guaranteed reservation is a reservation in which a guest has just
agreed to stay in the hotel without any pre-payment.
At the Oberoi, in case of a non-guaranteed room, the room is held for the
guest till 1800 hrs the same day, after which it is released for sale but prior
information regarding this policy is always given to the guest.

EARLY CHECK – IN :
This term means that the guest would check in to the hotel before the
standard check in time of 1200 noon.

DIIRECT REQUEST :
Any reservation request that is made directly by the person needing
accommodation or by some one else for him/her. This type of reservation
generally comes by Fax or by telephone

REGIONAL SALES :
Bookings received from regional sales department of the hotel
MODES OF RESERVATION
The different modes through reservation request are made to the hotel are as
follows:
 Personally
 Letters
 Telephone
 Telex
 Fax
 E-Mail
However most of the times the reservations are made either by Telephone or
Fax

HOW TO TAKE A RESERVATION ON THE PHONE

Answer promptly – greet the caller by mentioning time of day and
department and offer to help.
Take down all the details on the printed reservations form.
Check the status of the room-availability and thereby confirm/regret/wait
list.
Ask for a written request especially for billing instructions, which should
never be accepted verbally.
Thank the caller.

Processing a Reservation
Check under the Guest History (GHD) if we have any prior information on
the guest.
If we do have the above than the folio is created from history (HC). If not
then a fresh Guest folio is called up (CGU), check Company Account
Directory (CAD) # and fill-up Company Account Directory # on folio.
The folio is filled in with all the details available and then created on
computer by pressing control F2 after doing the needful.
From this point onwards the guests’ reservations is in a “PREREG” status
till the time the guest checks-in when the status is changed to “REG”.
Then create the BT screen for billing instructions, if any.
Create the TA screen, if the booking is through a T A.
The guest folio # is then written on the reservation correspondence and
circled.
The correspondence is the filed date-wise for the present month and month-
wise for future months.

Group Reservations
They are done in the same way as for FITs with the following additions :

 Request for the rooming list at least a fortnight prior to arrival.

 Special meal plans must be decided before check-in.

 Billing instructions for breakdown of accounts.

 Time of arr/dep must be taken down.

  Normally the passport details are submitted at the time of arrival of
the group.

TELEPHONES
Through study of the training manual for details about organisation, registers
and forms maintained. Used, shift timings and The Hospitality Service.
Learning to operate AT & T (American Telephone and Telegraph Company)
on the EPABX system, which is newly installed at a cost of over 2 cores
with 40,000 to MTNL as lenience fee and 5,00,000 to AT & T as annual
maintenance. Study of procedures for wake up call with reminder, billing,
fire alarm, VIP’s messages and music to the hotel. Procedure for single lady
in house, which is a special feature.

ORGANISATION :- Communication Manager (1)

Telephone Manager (1)
Supervisor (3)
 Operators (12)
REGISTER AND FORMS
Log Book – maintained daily by supervisor
Complaints register – all guests complaints
mentioned.
Briefing Register
Alphabetical register – has important phone no’s
i.e. hospitals, airports etc.
Internal Register – Telephone no’s of staff and
executives.
Attendance register – For Staff
Mrs. Oberoi Register – all information for Mrs.
Oberoi.
Message register – location of guest is logged
down.
Retiring register – Time of break only for night
shift.

EQUIPMENT USED Console (5)

Terminals (5)
CD Player (1)
Printer (2)
 Paging Unit (1)

REPORTS (a) Operators performance – received from computer

room.
(b) Teleprinters – prints details of in house calls.
(c) Wake up caller report – manual report for wake up
calls.
(d) Long Distance call sheet – prepared manually with
the help vouchers.

TELEPHONES & TELEX :

 Study of the equipment Nobel telemark (T-1200) – 2 nos. (used for
sending receiving telex).
 Study of the procedure & receiving faxes (for sending and receiving
faxes & telexes).
 Study of the rates applicable to the telexes send inland and Indian
Subcontinent and U.S.A. and Europe.
 Study about telex Offices inland and Overseas.
 Study of procedure of receiving and distributing telexes.
 Study about guest billing.
CONCLUSION

When I first began my Industrial Training but went by ever so quickly and
have left me craving for much more. I would have to say that it is an
absolutely fabulous part of the curriculum and perhaps will remain the most
memorable one.

Needless to say that this experience was a highly enriching and educative
one as I went on from one department to another and met and got the
opportunity to train under several highly respected senior professionals. I
learnt that every individual is different and that every one has something
unique to offer. I learnt that every job has its nuances and its value and that
no job is superior to the other. I learnt that on needs to constantly improve
and improvise. I learnt hat this is just the beginning of a long road ahead…
full of challenges. But I know that I will be able to run along because I have
my foundations firmly built in. It is here that I got the opportunity to
continuously introspect and improve… as a budding professional and as a
human being. I will always look back at the time spent here with fondness
and with pride.
I cannot but thank all the people who have helped me in several different
ways that will go a long way in facilitating the commencement of a
wonderful