WELCOMGROUP GRADUATE SCHOOL OF HOTEL ADMINISTRATION

MANIPAL
A constituent College of Manipal Academy of Higher Education

INTERNSHIP REPORT
In partial fulfillment of the requirement of

BACHELOR OF HOTEL MANAGEMENT

Under

Manipal Academy of Higher Education

WELCOMGROUP GRADUATE SCHOOL OF HOTEL ADMINISTRATION

Fortune Inn Valley View, Manipal – 576 104

FIDELIO
161401084
WGSHA

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 161401084 WGSHA
MANIPAL

Table of Contents:

● Pre Internship Module

● Orientation Process and Organizational Chart
● History of the Establishment/Vision/Mission and Philosophy on Food
● Weekly Summary
● Recipes, documents, formats, samples and Pictures
● Food and Beverage Service
● Teamwork: Interpersonal and Interdepartmental
● Station Diagram
● Thank you letter

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PRE INTERNSHIP MODULE
As instructed by our college we had to do our internship that was for 6 months or 24 weeks in 5
star or 4 star hotel.For my internship I had given my C.V to Rahul sir with 5 other of my
batchmates.Our interview was scheduled for skype interview.Shreya mam assistant training
manager of Hyatt Regency,Mumbai took our interview through skype.I had been asked various
question relating to hotel,my previous internships and about myself.After the interview was done
me and my other batchmate were selected for training and i had to give a confirmation mail
whether I would be willing to work.I sent my confirmation as this was a good opportunity for me
to work.
ORIENTATION PROCESS AND ORGANIZATIONAL CHART
I was called on june 15th at 9AM for my induction and with me other 3 inters were there for their
induction as well.Mam had given a brief information of the hotel and rules and regulations to be
followed.We were taken to the tour of hotel in which i had got to know the
restaurants,rooms,banquets laundry etc.Afternoon i had got lunch break and I had my lunch in
the cafeteria.After lunch hygiene manager,assistant security manager had briefed about their
roles and rules and regulations in details.After the briefing me and other interns were taken to
our departments in which we would be training for the next day.
ORGANIZATIONAL CHART

FRONT OFFICE ORGANIZATIONAL CHART

(FRONT OFFICE MANAGER)
Mr.Aditya Bandwar

(DUTY MANAGER)
(Faraaz Sheikh,Nikhita Deshmukh,Poushali,Girin)

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 (GUEST REALATION MANAGER)
(Prathiksha Pais)

(Assistant Guest Relation Manager)

(Natasha Monterio)

( TEAM LEADER)
(Gaurav,Garima,Elvis,Nicole)

(ASSOCIATE)
(Gaurav,Anandini,Chetna,Danish,Yachna,Stallone,Yashdeep)

(TRAINEES)

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HIERARCHY OF HOUSEKEEPING

(EXECUTIVE HOUSEKEEPER)
(Mrs.Kastthuri Deo)

(ASSISTANT HOUSEKEEPING MANAGER)

(Pavan Poojari)

(Team Leaders)
(Pranali,Santhosh,Amit,Prathamesh)

(LAUNDRY MANAGER)
(Mr..Jagdeesh)

( Laundry attendants)
(Amit,Dhaananjay,Wilfy,Amit,Sarfaraz,,Sethu,Amol)

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 Trainees

HIERARCHY OF FOOD AND BEVERAGE

DEPRTMENT

DIRECTOR OF FOOD AND BEVERAGE

Mr.Karan Kapoor

Director Of Food
Mr.Joshua

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 Various Outlet Manager
Sanket Vedhak(Stax bar and restaurant)
Kedhar (Glasshouse)
Jagdish Rathour(Banquets)

ASSISTANT MANAGER
Ambadas,Raish,Lokesh(Glasshouse)
Amol Patil(banquets)

(Stax Team leader and associates)

Sagar(team leader)
Judeson(team Leader)
(Pankaj ,Karan,Yuvraj,Sandhya,Venu,Mayank,Akshay)

Banquets Associates
Naveen Dsouza(team leader)
Pratik Parmar(team leader)
John(team leader)

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 (Ravi,Abdhulla,Smith,Kingston,Sujith,Harsh,Pritam)

HIERARCHY OF FOOD PRODUCTION

EXCECUTIVE CHEF
CHEF GOPI, CHEF KEDAR(recently joined)

Pastry Chef
Chef Arif Vohrah

SOUS CHEF
Rajeev(glasshouse)
Sourabh(glasshouse)
Murugan(commissary)
Sunil (glasshouse)
Rajendra(banquets)
Siddhesh (banquets)

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 History of the Hyatt Hotels

Hyatt was founded by Jay Pritzker in 1957 when he purchased the Hyatt House motel adjacent to
the Los Angeles International Airport. Over the following decade, Jay Pritzker and his brother
Donald Pritzker, working together with other Pritzker family business interests, grew the
company in to a North American management and hotel ownership company, which became a
company in 1962.

In 1968, Hyatt International was formed by Pritzker family business interests and subsequently
became a separate public company. Hyatt Corporation and Hyatt International Corporation were
taken private by the Pritzker family business interests in 1979 and 1982, respectively. Prior to
June 30, 2004, Hyatt corporation, which primarily consisted of the North American hotel
management and franchise companies, was owned by HG, Inc. (HG). H Group Holding, Inc. (H
Group), which is owned by Pritzker family business interests, owns HG.

In addition to owning Hyatt Corporation, HG owned various other North American hospitality
related businesses (primarily consisting of hotel properties and the vacation ownership business)
and on June 30, 2004 contributed these hospitality related businesses to Hyatt Corporation.
Following such contribution, the stock of Hyatt Corporation was distributed to the Pritzker
family business interests that owned H Group. We refer to this transaction as the “June 2004
Transaction”. Following the June 2004 Transaction, substantially all of the hospitality assets
owned by Pritzker family business interests, including Hyatt Corporation and Hyatt International
Corporation, were consolidated under a single entity.

On August 4, 2004, Global Hyatt, Inc. was incorporated in Delaware and subsequently changed
its name to Global Hyatt Corporation. On December 31, 2004, pursuant to a master contribution
agreement, the stock of Hyatt Corporation and the stock of AIC Holding Co. (AIC), the owner of
Hyatt International Corporation and other international hospitality related assets and operations,
as well as hospitality assets and operations held by certain other entities owned by Pritzker
family business interests, were contributed to Global Hyatt Corporation by their respective
owners in exchange for shares of Global Hyatt Corporation common stock. As a result of this
transaction, AIC and Hyatt International Corporation became wholly owned subsidiaries of
Global Hyatt Corporation. The contribution was reflected as a transaction between entities under
common control as of January 1, 2004. On June 30, 2009, Global Hyatt Corporation changed its
name to Hyatt Hotels Corporation.

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Today Hyatt Corporation has 549 Hotels worldwide. It is 95 best hotel group to work with
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worldwide according to Fortune.

Headquarters at: Chicago, USA

Primary owner of Hyatt: Von Dehn Hyatt

Founder of Hyatt: Jay Pritzker

It is a global hospitality company with widely recognized, industry leading brands and a tradition
of innovation developed over our more than fifty-year history. Our mission is to provide
authentic hospitality by making a difference in the lives of the people we touch every day. We
focus on this mission in pursuit of our goal of becoming the most preferred brand in each
segment that we serve for our associates, guests, and owners. We support our mission and goal
by adhering to a set of core values that characterizes our culture.

We manage, franchise, own and develop Hyatt branded hotels, resorts and residential and
vacation ownership properties around the world.

As of December 31, 2013, the company's worldwide portfolio consisted of 549 properties.”

Hyatt Hotels Corporation is an American international company and operator of hotels. The
Hyatt Corporation came into being upon purchase of the Hyatt House, at Los Angeles International
Airport, on September 27, 1957. In 2014, Fortune magazine listed Hyatt as the 95th-best U.S.
Company to work for.

ABOUT HYATT REGENCY, MUMBAI

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Hyatt Regency Mumbai is the city’s premier gateway hotel. Located adjacent to Mumbai’s
international airport and minutes from the domestic terminals, Hyatt Regency Mumbai is ideally
positioned to be the preferred hotel for corporate travelers visiting the city of Mumbai.

Hyatt Regency Mumbai’s dramatic Lobby interiors feature floating ebony coffers and stacked
glass creations enhanced by mood lighting. This unique hotel lobby design combines Italian
marble and structural glass with an abundance of natural light.

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Featuring 408 elegantly designed guest rooms, including two rooms for the physically
challenged, 22 suites and one Presidential Suite, Hyatt Regency Mumbai provides a multi-
purpose environment in which hotel guests can attend to business and relax. Each hotel room has
a luxurious bathroom with a separate step-down bath and rain shower, innovative glass vanities
and exceptional lighting. Equipped with a truly functional workstation, flat-screen television,
high-speed broadband connectivity, executive bar, tea and coffee-making facilities and an in-
room electronic safe, Hyatt Regency Mumbai provides an exclusive array of room amenities for
hotel guests.

The hotel offers authentic and innovative cuisine in Hyatt Regency Mumbai’s three unique
restaurants – Stax, Glasshouse and The Lounge, where the hotel’s commitment to fresh produce
and frequently changing seasonal menus provides a dining experience second-to-none. Guests
can also indulge in the convenience of the hotel’s 24-hour Room Service.
Hyatt Regency Mumbai’s state-of-the-art conference, meeting and catering facilities specialize in
innovative and contemporary presentations supported by Mumbai’s first dedicated ‘one-stop’
conference service through the hotel’s Convention Services department.

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A fully equipped gymnasium and a number of Spa treatment rooms, jacuzzis, fun showers,
plunge pools and steam and sauna rooms are available at Hyatt Regency Mumbai’s Club Prana
Spa and Fitness Centre. Additional hotel facilities include an outdoor swimming pool, plus night
lit tennis and squash courts.
Accommodation
All the 408 guest rooms and suites are equipped with broadband instant Internet access,
executive bar, tea and coffee making facilities, in-room safes that can accommodate standard-
sized laptops, individual climate control, two-line telephones and voice-mail messaging. The
hotel features 103 Regency Club® rooms, 282 guest rooms and 23 suites. Non-smoking rooms
are available on request.
Hotel Facilities

A range of in-house facilities is available for business, entertainment, health and relaxation.
These include the 24-hour Business Centre, an exclusive Spa and Fitness Centre with air-
conditioned squash court and outdoor, floodlit tennis court. Spa and related facilities include
steam rooms, sauna, hydrotherapy massage, beauty treatments and an open juice bar and lounge.

A. Fitness Centre

Two hours free access to the Club Prana Fitness Centre. Free gym trial at Club Prana Fitness
Centre. With this access, one can experience the gym as well as steam, sauna and whirlpool

B) Indoor Squash Court

Club Prana features an air conditioned, glass backed international size squash court with a
wooden floor to ensure an energizing game. Racquets and balls are provided at the hotel,
available at the spa reception.

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Business Centre
24-hour Business Centre extends a vital communication link for the corporate traveler. One can
take advantage of a confidential satellite office with full secretarial support, word processing,
telefax, photocopying and information on local commerce, trade, banking and finance.
Translation services and business card printing can be pre-arranged at our hotel. Personal
computers, cellular phones, modems, laptops and private workstations are available for hire. In
addition, the Business Centre conference room comfortably accommodates meetings for up to
eight persons.

Pool

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Club Prana Spa
Club Prana Spa is India’s first urban spa and fitness center. One can experience a tranquil oasis
that provides a complete retreat for the senses. Club Prana Spa at Hyatt Regency Mumbai offers
a wide selection of treatments for complete body rejuvenation.

NAME TIMINGS BOOKINGS

Swimming pool
6:00 am-10:00 pm

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 Club Prana Spa 10:00- 00:00 am Last booking: 10:30 pm
Club Prana Salon 9:00 am- 9:00 pm Last booking: 8:00 pm
Health Club/ gym For Non-Residential guests
06:00-10:00 am

Squash Court 6:00 am- 10:00 pm Last booking: 9:00pm

Hyatt Rooms
Smoking Floors- 1 and 3

Regency Club Floors- 1 and 2

Regency Club Lounge- Located on Floor 1

Airline Crew Lounge- Located on floor 3.

Open 24 hours for Airline Crew members only

Complimentary Wi-Fi speed in rooms- 4 mbps

Premium Wi-Fi speed in rooms- 6 mbps

Parking Space available- 250-300 cars.

The Business Centre

Secretarial Services

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World of Hyatt program, you are automatically granted Member status. Registration is
free. Members receive five base points for every eligible dollar spent at participating Hyatt,
MGM Resorts and Small Luxury Hotels of the World properties.

TIER Quality Night Base Points

Member N/A Join for free

Discoverist 10 25,000
Explorist 30 50,000
Globalist 60 100,000

DISCOVERIST: 10% Bonus points.

2. Enjoy a preferred room at check-in.

3. 2:00 pm late checkout.

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EXPLORIST: 20 % Bonus Points

1. Free night category 1-4 after 30 nights or 50k Base Points

2. Enjoy an upgrade check-in, excluding suites and club
3. rooms.
4. 4 Club Lounge Access Awards
5. 2:00pm Late checkout

GLOBALIST: 30% Bonus Points

1. 4 Suite Upgrade Awards after 60 nights or 100k Base Points

2. Free night category 1-7 after 60 nights or 100k Base Points
3. Club Lounge Access
4. Enjoy an upgrade at check-in, up to standard suites
5. 2 complimentary United Club passe 4:00pm Late checkout

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Philosophy On Indian food
Indian food is as varied as its culture and people. In every region, food changes its flavours and

techniques of cooking. As Indian food is influenced by its religions, customs, and traditions, it is

not easy to group it like the food of the Western world. There cannot be mother gravies like
mother sauces and its derivatives. Each curry has it its own gravy.

It is a country where the climatic conditions are also so varied, that the availability of produce

too determines the way the food is cooked. For example, in Rajasthan, which is an area mostly

covered by deserts, vegetables do not grow and hence in the cuisine, one would see usage of

dried berries and yoghurt-based gravies. Similarly in south India, where the land is apt for

cultivation of rice, the vegetable dishes and curries have more liquid than compared to the
vegetables in the north.

The strongest influence on Indian food is from ayurveda. Here we are not talking about kebabs

and biryani, as this food was brought in by Mughal emperors who came into India from Persia
and Iran. Ayurveda deals with areas concerning the healthy and long life of human beings. The
origins of ayurveda date back to 1000 BC.

Ayurveda does not only deal with natural medicines, it covers the whole aspect of life. It

discusses the purpose of being bom. It preaches that we live to eat and do not eat to live.

Ayurveda talks about the aspects of mental as well as physical health and it suggests that the way

to salvation is through healthy living, which includes eating good and living life on ethical code
of conduct.

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The very famous phrase ‘you are what you eat’ probably is the origin of the teachings of

ayurveda. Life, in ayurveda, has been described as the combination of mind, body, and soul. A

healthy body will practice and preach healthy thoughts, which in turn will reform a soul and thus
will help reach salvation.

Researches show that people, who are depressed, eat more and many diseases emerge from the

fact that people keep the emotions bottled up inside them. This leads to coronary problems and

hypertensions. Ayurveda talks about foods that regulate the health and even emotions of human

beings. For example, the usage of the oil and ghee—oil is believed to heat the body whereas
ghee is supposed to provide a cooling effect.

Another specialty of ghee is that it assimilates all the nutritional properties of the food that it is

mixed in, without losing any of its own. The usage of oil in winters and ghee in summers is still
widely followed in many Indian homes.

Ayurveda revolves around the concept that our body is made up of three elements—fire, air, and

water, commonly referred in Sanskrit as vatta, pitta, and kappa. Ayurveda believes that rise of

ailments and diseases are due to the imbalance in these elements. Even today, when doctors
diagnose us with any ailment, we are advised to refrain from some kind of foods.

Ayurveda classifies Indian food into the following six tastes:

Sweet;

This type of taste gives strength to tissue elements and harmonizes the mind. Probably that is the

reason why people always share sweets when they are celebrating. Ayurveda does not classify

only sweet products into sweet taste; but also foods such as rice, ghee, and fruits form this
category.

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Salty:
Salt stimulates digestion; it clears the obstructions in the nervous system of the body, thereby

cleansing the body by the function of sweating. Excessive salt in the food tends to give rise to
wrinkles and graying of hair.

Pungent:
The pungent taste helps indigestion. Foods such as onions, garlic, pepper, etc. form this category.
These types of food also help improve the metabolism in our body.

Bitter:
These kinds of food help purify the blood and are easy to digest. Bitter gourd and some spices
have this taste.

Astringent:
These kinds of food help treat ulcers in the body and also help in heating wounds. Green
vegetables, apples, potatoes, etc. are grouped into this category.:

Sour:

The sour taste aids in digestion and it is believed that it also helps the heart to function well.

Ayurveda also classified food on the basis of its characteristics.

These are as follows:

Rasa:
Food is categorized based on its tastes as listed above. Rasa is a Sanskrit word which means the
taste.

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Veerya:
This is the food that provides potency to the body. Meat provides energy and vigour and hence,

was given to warriors and kings. Brahmins and godly people were given food that did not
provide heat to the body; thereby letting them meditate and stay in touch with God.

Prabhav:
This is the food that has some special action on the body. This is known as tehseerin Urdu and it
implies the hot and cold effects of food on body.

Two types of foods could be very similar in their rasa and veerya, but they still might differ in
their prabhav on the body.

The human states of mind are also classified into three types. These states of mind of a person

make them different to each other’s response to stimuli. That is the reason why some people are
so quiet and some so aggressive.

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Weekly summary

WEEK 1
I was asked to report to laundry department at morning 7am.Hyatt Regency Mumbai had signed
a contract with 7 nearby hotel for the laundry of linens. So for the morning shift I had to go with
other laundry staff with them for the delivery of the washed and ironed linen to hotel.Morning I
used to for the delivery of Mirador hotel in JB nagar in Mumbai.
The associates are given different duty for each day so that work doesn’t become very hectic
Washerman has the responsibility of making sure all the soiled linen or used linen is washed
properly for being reused the next day and he also has to make sure that all the soiled linen
coming down the chute is collected in time before it piles up.
Mine job was to remove linen from dryer and load linen towel to the washing machine

Week 2
Morning shift had to deliver the linen twice per day.Evening I used to deliver linen to regent
hotel. 4 hotels delivery was together done to regent.In laundry after the towels were fully dried I
had to sort it according to their size.After the towels were sorted the towels would be folde and
had to be kept in the rach so that the housekeeping staff could easily identify and remove it and
use it for the operation.
Morning while coming for the shift first job was to press hotel staff’s blazers uniforms pants
etc.the pressed uniforms would be given to the linen room for operation.I was taught to use the
calendar fold machine which was used to press the bedsheets and fold it automatically.

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 RECIPES, DOCUMENTS, PICTURES

Mongolian Lamb Balls

● 100 Gram Lamb (minced)

● 20 Gram Couscous
● 20 Gram Scallion

● 20 Gram Garlic
● 1 Egg

● 20 Parsley, chopped

● For flavour Olive oil

● To garnish Mint

● 20 Ao nori herb
● To taste Salt

● 5 Five spice

● 5 Cinnamon powder

● Add mince lamb, egg , couscous, scallion, parsley, olive oil, five spices and cinnamon
powder into a bowl.
● 2.Mix well and make into balls.
● 3.Keep the balls into fridge before deep fry.
● 4.For sauce - add chilly garlic into stock and thick with cornstarch.
● 5.Add fried meat balls into sauce and simmer until tender.
● 6.Garnish with mint leaves and serve.

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 Crispy Calamari Rings
Ingredients Of Crispy Calamari Rings

● 110 Squid rings

● 60 Tempura batter
● 1 Lemon (half)
● 1 Parsley sprig
● 20 Thai chilli sauce
● 20 Refined flour
● 5 Garlic confit

1. 1.Dust the squid rings with refined flour.

2. 2.Dip in the tempura batter and deep fry it till golden in colour.
3. 3.Served with lemon half, garlic confit, Thai chilli sauce and parsley spring

Batter Fried Fish with Cheese Sauce

● 8 (750 gm) fish fillets
● 1 Tbsp lemon juice
● 1 tsp salt

● 2 Tbspall purpose flour for dusting

● Oil for deep-frying

● Chopped greens for garnish

● For the batter:

● 1/2 cup (60 gm) all purpose flour

● 1 Tbsp (15 gm) oil

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● 1/2 cup water
● 1 egg, white only
● 1 tsp salt or to taste
● For the sauce:

● 2 cups (480 gm) milk

● 2 Tbsp (15 gm) all purpose flour

● 1/4 tsp powdered black pepper

● 1 cup (120 gm) cheese, grated

● 1.Marinate fish, lemon juice and salt for 5 minutes and wash off.
● 2.From the batter ingredients, mix together the flour, salt and oil. Add the water
gradually, mix into a batter and keep aside.
● Wash and wipe the fish dry. Dust lightly with flour, patting off any excess flour.
● 5.Heat oil for frying, and while it is heating, whip egg-white stiff and fold into the batter.
● 6.When oil is ready, dip the fish into the batter, shake off the excess and fry to a very
light golden on both sides. Place it on an absorbent paper to drain off the excess fat.
● 7.Immediately before serving, fry the fish once again in hot oil, drain and arrange in a
serving dish. Pour some of the hot cheese sauce over it

Butter milk chicken

Chicken supreme 350 gms

Paprika powderd 10 gms
Cayenne pepper 10 gms
Salt to taste
Pepper powder 10gms
Curd ½ litre
Flour as required
Garlic powder 5gms
Onion powder 5gms
Oil to fry

Method
1. Wash the chicken supreme and wipe it without moisture content
2. Add chicken curd and all other dry spices
3. Add 2 eggs to marinated chicken
4. Marinate thoroughly for minimum 2 hours

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 5. Heat the fryer and dip the chicken in flour and in the oil

Rosemary chicken

● 4 boneless chicken breasts

● 1 Tbsp ginger garlic paste

● 8 rosemary twigs with leaves

● 1 tsp lemon juice

● Pinch of salt
● 1 tsp honey

● 3 bay leaves
● Handful basil leaves

● 2 Tbsp oil

● Salt & pepper to flavor

1 Split the breast pieces and thwack them out to flatten the pieces.
2 .Add rosemary twigs to marinate. Rub ginger-garlic paste, salt and lemon juice into the
breast pieces. Let it rest for sometime.
3 .In the meanwhile, roast a few bay leaves in a pan, and then add oil till they crackle.
4 .Place the chicken breasts on high flame and grill on both sides.
5. Crush some pepper on top add a little water and simmer for 20 minutes.
6 .Poke a fork to check if the chicken is cooked. If not let it simmer for some more time.
7. Now add a bit of honey to caramelize the chicken, grill for a little while

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FOOD PRODUCTION

Food production is a department where maximum responsibility is taken by executive chef.

One should have extensive knowledge and experience in menu planning, food preparation,
kitchen management and costs control while working in kitchen area. Food production is
an art of cooking in kitchen where technical knowledge, creativity and selection of raw
material plays an important role. As cooking is an art / science which includes creativity or
development and is a process in which raw material in contact with heat changes its
texture, taste and it becomes palatable & digestible. Chefs are the person who shows their
creativity and professionalism in cooking by giving flavor, texture, presentation, nutrition
and perfect preparation. One has to show professionalism in kitchen by showing their class,
performance, positive attitude, stamina, eagerness, experience, dedication, knowledge and
hygienic consciousness as it is universal that a particular word cannot make appropriate
sentence so, same is in the food production that single raw material cannot craft an
authentic dish. A sentence need a good pronunciation for good result, same in food
production raw materials need a proper temperature and perfect mixture to add good
taste.

JOB DESCRIPTION
Executive Chef
An Executive Chef‟s duties may include outside kitchen but are not limited to
interviewing, hiring, training, scheduling, ordering, purchasing, receiving, testing, menu
writing, food preparation, cost calculation, cost control, quality control, calling orders
working the „line‟ in kitchen (the actual kitchen part where the a la carte orders are
finished and plated and the servers are picking up the food), attending meetings related to
F&B business, creating for costs, business plans & budgets, inventories, initiate and control
product transfers.
Trains, develops and motivates supervisors and culinary staff to meet and exceed
established food preparation standards on a consistent basis.

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 Teaches preparation according to well defined recipes and follows up and discusses ways
of constantly improving the cuisine at the property.

Display exceptional leadership by providing a positive work environment, counselling

employees as appropriate and demonstrating a dedicated and professional approach to
management.
Should be able to provide direction for all day-to-day operations in the kitchen.
Understand employee positions well enough to perform duties in employees' absence or
determine appropriate replacement to fill gaps.
Provides guidance and direction to subordinates, including setting performance
standards and monitoring performance.
Utilizes interpersonal and communication skills to lead, influence, and kitchen staff.
He should advocate sound financial/business decision making, demonstrates honesty,
integrity and also leads by example.
Provides and supports service behaviors that are above and beyond for customer
satisfaction and retention.
Ensure proper grooming and hygiene standards for all kitchen staffs.
Ensures all kitchen employees maintain required food handling and sanitation
certifications

Sous chef
A Sous Chef is between management and staff. The Sous chef act as a liaison between the
executive chef and the kitchen brigade. It is imperative for sous chef to posse‟s good
interpersonal skills in order to communicate effectively and efficiently.
Interacts with guests to obtain feedback on product quality and service levels.
Responds to and handles guest problems and complaints.
Able to make recommendations to the Executive Chef regarding succession planning.
To be aware of all financial budgets and goals.

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 To ensure that guests are always receiving an exceptional dining experience representing
true value for money

Chef De Partie (CDP)

Chef de partie are in charge of a part of the kitchen that specializes into a particular
cuisine like in continental cuisine soups and sauces are prepared by only one chef as he is
specialized into that particular cuisine.
Takes care of daily food preparation and duties assigned by the superiors to meet the
standard and the quality set by the Restaurant.
Follows the instructions and recommendations from the immediate superiors to
complete the daily tasks.
Coordinates daily tasks with the Sous Chef.
Responsible to supervise junior chefs or commis.

Demi chef-de-parties
In absence of Chef De Parties, conduct shift briefings to ensure hotel activities and
operational requirements are known Prepare, cook, serve and store dishes to menu
requirements, provides direction to the Kitchen, including Commis, Kitchen Attendants
and Stewards, prepare in advance food, beverage, material and equipment needed for the
service

Commis
Commis are the chefs who do all the major physical work of the kitchen including the
process of converting raw material to a fully garnished dish ready for service. The duties of
commies include stores pick up, measuring, storing doing the Mise- en -place including
making the basic stocks, sauces gravies cutting vegetables etc., and cooking food.

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HYGIENE AND SANITATION METHODS HACCP
(Hazard Analysis Critical Control point) is strictly followed in sheraton grand and great
care is taken in the hotel to follow the guidelines set by HACCP. Once in a week a HACCP
inspection is carried out in the hotel. All the kitchens undergo fumigation once in a week.
During fumigation, whole kitchen is cleaned & pest controller sprays chemicals. All the veg
items & non-veg items are stored separately to prevent food contamination. There are
different chopping boards for different food items which are
Red meat: Red
Poultry: Yellow
Vegetables: Green
Seafood: Blue
Cooked meat: brown
Dairy product and bakery: White
The date and name tags are put on all food items which are stored in freezers. It helps to
maintain food items and easy to do work.

Sanitation and cleaning procedure

Workplace sanitation
Maintaining a clean work environment is critical in preventing foodborne illness. Bacteria
can grow on unsanitary surfaces and then contaminate food. Just because a work surface
looks clean does not mean that it is sanitary. Always ensure that you clean and sanitize a
work area before starting to prepare food.
● Proper personal hygiene is critical in any food service premise. Personal hygiene
includes: Showering and bathing regularly
● Keeping hair clean hair and covered or tied back
● Keeping clean clothing and footwear that is used only at work
● Handwashing regularly
● Using clean utensils for tasting food

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 ● Using separate cloths for cleaning and wiping plates

Main kitchen
All the pre-preparation activities are carried out in the larder section, which includes cold
kitchen. Kitchen which includes multi cuisine e.g. - Indian, Continental, South Indian,
Tandoor Halwai Pantry and garde manger. It serves both north Indian and south Indian
thali.

Some breakfast of IndianParuppu Vada, Aloo bhaji, Gajarrashila, green pea‟s

masala, sabudanaupma, Gajar matter, semiyapayasam, puri etc. South Indian kitchen
help the guest with live counter where they provide Dosha (masala, plain, Aloo) and
appam.

Some lunch/dinner dishes are as Mutton biryani, chicken biryani, plain rice, Geera
rice, kadai paneer etc..

Dishes of continental kitchen and Garde Manger Pancakes (banana, cocoa,

bacon as per the fruits) Scrambled egg (milk, butter, egg batter) Spaghetti (Penne,
fettuccini, fusilli, macaroni, lasagna, caloni pasta)

Some Halwai itemsJalewi, lalmon, Rusberry, Rabdi, Cham cham, Mawaberfi,

Gazarkahalwa, Gulabjamun, Angurijamun, Besankaladduetc

Inazia Kitchen:
Inazia Offers Outstanding Chinese Cuisine and Thai Cuisine. Treat your taste buds to a
variety of authentic Chinese dishes at inazia Kitchen
● Dim Sums.
● Hot and Sour Soup
● Quick Noodles.
● Szechwan Chilli Chicken.
● Spring Rolls. ...
● Stir Fried Tofu with Rice.
● Shitake Fried Rice with Water Chestnuts.

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 ● Chicken with Chestnuts
● Sushi (veg., chicken), noodles, fried rice
● Noodles and fried rice can be served on live counter and all the required ingredients
to make noodles and fried rice are given from the veg. preparation. It also provide
Chinese set (soy sauce, green chilies).

Feast Kitchen:
Feast Kitchen specializes in Northwest Frontier cuisine, including an exquisite
selection of Authentic Indian delicacies and signature dishes. The feast kitchen famous
dishes are:
● Mutton Biiryani
● Chicken Biryani
● Bhindibhajji
● feast Special Biryani etc.

Canteen kitchen:
It is situated on the basement. It prepares the food according to the schedule for staffs.
It prepares all the veg. and non-veg. items and deserts as well. It also prepares the hot
drink that is tea and coffee twice in a day. The staff canteen is responsible for heavy
cooking items and night foods

Banquets kitchen:
Responsible for preparing wide verities of food to all the parties, functions and
meetings in banquets

Butchery:
This is the operational hub of meat arrangements, since all the meat cutting and
partitioning are done in the butchery and are apportioned by the mean request. The
butchery segment does all sort of cuts of meats, fileting of fish, cleaning of prawns,
squids and so on it is mostly kept running by culinary specialist
dhanushekhar&sushanth and it opens by 9:00 am. It has a different three cool room
which is utilized for putting away meat items. In this segment there are 3 stroll in
chillers, here every one of the items are put away, here the items are put away for crisis

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 utilize. The stroll in chillers temperature is kept up at 5 degree C and the profound
cooler temperature is kept up at - 10 degree C. In this segment there are three sub
segments

Bakery:
The bakery consists of a twin room enclosure called the confectionery and the bakery
(The place where all the baking is done) with its own walk-in and deep freeze. It is the
place where the presentation of cakes, breads, pastries, and tarts etc. takes place. It
provides a large variety of desserts and beverages for the benefit of the guest. It is a
guest‟s delight to be in the outlet which brings into combination one of the best
products with the hospitality of the staff at work. The bakery provides service to coffee
shop, room service, Banquets, Pastry Shop & all specialty kitchens.
Donut ( Chocolate and sugar )
Danish Pastry ( with fruit filling )
Croissant ( plain and chocolate )
Muffins ( Chocolate and nut )
Banana cake

Some of the Equipment used in F & B Production

Departments are:
● Bain Marie
● Ovens
● Potato peeling machine
● Tandoor
● Chopping boards
● Working tables
● Grinders
● Coconut scrapping machines
● Ice cream freezer
● Choppers
● Mixers
● Salamanders
● Sandwich toaster

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 ● Cutting/slicing machine
● Mincing machine
● Scooper
● Tart
● Mousse
● Crockery stand rack

Food Production Control

A customer will continue to patronize a restaurant provided he gets correct „eight of
the product he has paid for. On the other hand, the hotel‟s return must be right and the
price charged must be correct for the quantities of goods sold. The quantity is the
portion size which the hotel has used in its costing in calculating \e selling price. The
quantity sold for a given price must be consistently the same; his hotel should control
this size to ensure that his costing is not invalidated. Production control means, the
control of portion size to ensure those portions served are consistently of the same size
as the portions costed. The main objectives of production controls are:
To ensure guest satisfaction
To serve fair portion of food/beverages for a fair price
To maintain profitability on all portions sold.

1.Standard Recipes
The articles being prepared must consist of the same ingredients every time. This is
possible by use of standard recipes. A portion cannot be consistent even if it is of the same
weight. This is particular so in case of a garnish. An expensive garnish on impulse can ruin
the cost of a dish

2.Portion Charts
The service staff must be thoroughly conversant with the proper production control. For
their convenience and ready reference, suitable portion size charts be prepared and
displayed at convenient points in the kitchen. The portion for costing purpose may be
expressed in weight but from server‟s use it may be expressed in scoop.

3.Regular Checking

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Continuous and automatic supervision will develop habits and need no special efforts. Food
and beverage controller should do regular spot checks on the food leaving the kitchen for
quality, portion size and presentation. The number of portions should be cross-checked
against the number of portions expected to be produced from the commodities used by the
kitchen.
4. Staff Instructions and Display of Charts
Portion charts should be displayed at convenient points in the producing center as a
constant reminder. Regular demonstration and visual training will encourage staff to be
alert for variation in portion sizes.
5 .Pre-packed Food
Reproduced portion is yet another method of Production control in which food is already
made up into portion is served to customers. The individual production control concept is
now very popular on almost all the food and beverage establishments.

Forms and Format Used in F&B Production

Kitchen Order
Ticket It is the ticket which contains the kitchen order item and need to prepare from
various outlet. From any outlet the kitchen order ticket might come. It is the ticket which
contains the items need to prepare by the chef and also need to serve on time it also records
the time of the order also.
Inter Kitchen Transfer
It is the receipt which records the items delivered by the main kitchen or by any kitchen to
other kitchen. It keeps the record of items delivered to other kitchen or department.
Thawing report:
It consists of thawing temperature of various frozen meats when any meat item has been
taken out from the deep freeze and transferred to the thawing freeze.
Kitchen wastage report:
It keeps track on food wastage happening in daily basis in the kitchen. It is filled in daily
basis

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INTRODUCTION OF FOOD AND BEVERAGE
A hotel is more a service provider than simply the provider of Food & Beverage and
Lodging and, therefore, a better comprehension can be attained of each department
through the exposition of the following components of Service Model: - People i.e., the
Service Provider, Physical Evidence comprising of the Place or the Environment where the
service is provided, and Process, detailing the methodology and equipment for carrying on
the tasks. A variety of breakfast, lunch, dinner and late night selections are accompanied
by home-style favorites‟ and decadent desserts. For those seeking a lighter meal, an
inspired selection of soups, gourmet salads and hors d'oeuvres are also offered round the
clock For the proper control and the effective management of the total staffs and their
duties, this department is divided into different units or sections which are also called as an
outlet. Each outlet is specialized for the special functions. For the systematic and good
service process of any F&B outlet, presentation, time keeping, order taking and the
suggestive selling are the key element of a service to be maintained by service staffs. The
staffing pattern of F&B department is basically divided into two parts. They involve the
service staffs and the kitchen staffs. The food and beverage service department is an
integral place in any hotel which is responsible for the systematic and the actual service of
food and beverages to the general public or customers as per the order in any F&B outlets.
This department plays a vital on the delivering the accurate service of food and beverage
by placing the orders from the hot or cold plates of kitchen to the customers table in the
proper and the hospitality manner. This department plays a vital role in the profitable
process of the hotel business. Among the hotel revenue collected in the hotel, about 40 %
contribution is directly accredited to F & B service department. This department is
specialized by its output of the products that satisfies customers demand for food and
beverage.

Duties and responsibilities

F&B service manager
Food service managers are responsible for the daily operation of restaurants and other
establishments that prepare and serve food and beverages. They direct staff to ensure that
customers are satisfied with their dining experience and the business is profitable.
Interview, hire, train, oversee, and sometimes fire employees
Manage the inventory and order food and beverages, equipment, and supplies
Oversee food preparation, portion sizes, and the overall presentation of food
Inspect supplies, equipment, and work areas

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 Ensure employees comply with health and food safety standards and regulations
Investigate and resolve complaints regarding food quality or service

Asst. Food and BeverageManager

Assistant food and beverage managers assist with the management and daily operations of
all food and beverage protocols. They work in restaurant and food service establishments,
reporting directly to the food and beverage manager, bar manager, and dining room
manager. They work all shifts during weekdays and weekends.
• Assistant food and beverage managers find employment with restaurants, cafeterias, and
kitchens of all types, from casual eateries to fine dining establishments. In any of these
workplaces, they are responsible for several core tasks:
Assistant food and beverage managers assign work tasks to restaurant and kitchen staff.
Assistant food and beverage managers assist managers with work schedules, payroll, and
staff training duties.
Assistant food and beverage managers ensure that staff members follow server
standards and restaurant protocols.

Banquet Manager
• Achievement of budgeted food sales, beverage sales and labor costs.
Achieve maximum profitability and over-all success by controlling costs and quality of
service.
Participation and input towards F & B Marketing activities.
Control of Banquet china, cutlery, glassware, linen and equipment.
Completion of function delivery sheets in an accurate and timely fashion.
Help in preparation of forecast and actual budget function sheets.
Completion of forecast and actual budget function sheets, Function Summary Sheets and
weekly payroll input.

Restaurant Captain

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 • Always greet and welcome guests promptly in a warm and friendly manner.
Always thank and give fond farewell to guests conveying anticipation for their next visit.
Assist guest with table reservation.
Assist guest while seating.
Ensure guest is serviced within specified time.
Has a good knowledge of menu and presentation standards.
Able to answer any questions regarding menu and assist with menu selections.
Able to anticipate any unexpected guest need and reacts promptly.

CO-ORDINATING DEPARTMENTS
a. Kitchen Stewarding
b. Engineering and Maintenance.
c. Accounts.
d. Stores.
e. Housekeeping.
f. Security

Food & Beverage Outlets are divided in to the following categories:

Upper cut:
Opening Time 3:00 pm -11:00 pm Cover:-120
A specialty restaurant in Bangalore where in you can enjoy steak with drink and for
relaxation pool on side. A carnivore's delight, Steakhouse brings you the choicest
international premium cuts from across the world char grilled to you. The poolside location
is an added attraction. it also serves the wine and different types of cocktails. It is an Al
carte menu. This starts from breadbasket, salad, soup of the day, starter, main course and
the last desert. Mostly international gust prefer to come in this restaurant. The cuts of
meats are imported from the Canada Netherlands and fresh fish of the day

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Inzia:
Cover: - 60 Timing: - 12:00pm to 3:00 pm (lunch)
7:00pm to 10:30 pm (dinner)
Inzia Offers Outstanding Chinese Cuisine and Thai Cuisine. Treat your taste buds to a
variety of authentic Chinese dishes at inzia. Shao means laughter in Chinese and the
unique Chinese and Thai menus are curate from several culinary journeys across Asia to
put a smile on your face. Good food, large steamy portions, well behaved staff, soft ambient
music, swish interiors and pocket friendly prices make inzia a local favorite. . A selection of
quality wines by the glass will be available apart from the extensive wine list.

Club clounge:

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Covers:-60 Timings: 7:00am to 11:00 pm
Club clounge is known as a top-rated restaurant that specializes in Northwest Frontier
cuisine, including an exquisite selection of Authentic Indian delicacies and signature dishes.
Treat your taste buds to a royal culinary experience with the superlative essence of Indian
Cuisine from the North West Frontier. The patio seating is another majestic experience.
The restaurant has a high value for money to satisfy customers of middle class with steady
income (the common man).also serve the wines which are imported and domestic

feast:
Cover:-160 inside & pool side
Timing:-7:00am to 10:30 am (breakfast)
12:30pm to 3:00 pm (lunch)
6:30pm to 10:30 pm (dinner)
feast: Mélange Offers 24-hour Indian and Western Dining in Bangalore. Melange offers à
la carte and buffet options with a live cooking station This 24 hr. restaurant serves
stimulating multi-cuisine Indian, Continental and Italian specialties in buffet and a la
carte. Enjoy the culinary expertise of the renowned chefs seated inside the restaurant or
under a breathtaking starlit sky. feast offers 24-hour Indian and Western Dining in
Bangalore offers à la carte and buffet options with a live cooking station
Buffet price Breakfast: INR 699++
Lunch: INR 1200++

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Brunch price: INR 1300++ (without alcohol)
INR 2100++ (with alcohol)
Dinner: INR 1200++

chaim: covers: timings 11:00 am to 11:00pm

chaim, part of sheratongrand, is located at whitefield. It‟s a high-end chic lounge bar
serving international drinks with live music and DJ entertainment. With a well-stocked
bar, it makes for a great place to unwind over drinks with friends away from the hustle
bustle of the city. The chairs, sofas, artifacts, lighting and the upholstery are matched
accordingly

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Forms and Format Used In Service
1.Bar Order Ticket
It is the order ticket generated by the different restaurant which is straightly goes to the
bar of the hotel and only keeps the order of beverages. The Bar order Ticket includes
different types beverage order and the quantity need to deliver by the bar.

2. Cash Drop Envelope

It is the Envelope kept at the restaurant where all day tips are collected and finally put in
the envelope and at the end of the day the envelope is dropped to the box and at the end of
month the tips are collected and distributed to all the worker.

3.Service Feedback Form

It is the feedback form given to the guest at the last when guest finish his/her meal. In the
form guest can leave his feedback whatever he feels after having meal. The feedback form
is not necessary it is given in some of the specialty restaurants only.

4.Banquet Function Prospectus

It is the function prospectus where the things need to done by production, service,
housekeeping, and front office are recorded. In the function prospectus the meal plan pax
and other things are also recorded.

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HOUSEKEEPING
INTRODUCTION
Housekeeping is one of the most important departments of the hotel. In order to be able to
command a fair price and to get repeat business, it is necessary for a hotel to keep the place
clean and in good order. The housekeeping department takes pride in keeping get hotel
clean and comfortable so as to create a “Home Away From Home”. This department is
responsible for the aesthetic upkeep of the hotel. The guest rooms are the heart of the hotel
and unless the décor is appropriate air odor free and furnishing spotlessly clean, the hotel
loses the guest and a potential customer Quality of service appearance and above all
courtesy are the most important constituents of good hospitality. The largest margin of
profits that come to a hotel is through sale for rooms because a room once sold can be sold
over and over again. The aim of all accommodation establishment is to provide their guest
with clean, attractive, comfortable and welcoming surrounding that offers value for money.
Nothing sends a stronger message than cleanliness in a hospitality operation. No level of
service, friendliness or glamour can equal the sensation a guest upon entering a spotless,
tidy, and conveniently arranged room.

Role of Housekeeping Department

Housekeeping plays a very important role in hotel industry such as: -
● To achieve the maximum possible efficiency in ensuring the care and comfort of
guests and in the smooth running of the department.
● To establish a welcoming atmosphere and ensure courteous, reliable service from all
staff of the department.
● To ensure a high standard of cleanliness and general upkeep in all areas for which
the department is responsible.
● To provide linen in rooms, restaurants, banquet hall, conference venues, health
clubs, and so on, as well as maintain an inventory for the same.
● To provide uniforms for all the staff and maintain adequate inventories for the
same.
● To cater to the laundering requirements of the hotel linen, staff uniforms and guest
clothing.
● To Provide and maintain the floral decorations and maintain the landscaped areas
of the hotel.
● To coordinate renovation and refurnishing of the property as and when, in
consultation with the management and with interior designers.
● To deal with lost and found articles.

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Areas of Responsibility of Housekeeping Staff
Areas of Responsibility: -The primary function of the department is cleaning and
servicing of guest rooms, suites, corridors, elevators, service and clean floors, stairways,
public and banquet areas, staff cloak rooms, and back areas except the kitchen area. The
organization and coordination of the work
❖ Implementation of management and company policies in the department,
❖ Guest and staff laundry and dry-cleaning,
❖ Shoe cleaning facility
❖ Floral arrangement,
❖ Special decorations,
❖ Operating linen room and Uniform room,
❖ Mending linen and uniform,
❖ Lost and found
❖ Maintaining inventories and records
❖ Purchasing

Standard procedure for cleaning room

Switch the air conditioning of the room on and all the windows for airing the room.
gently remove all the soiled lines from the bed and shake them to ensure that none of the
guest belongings are stuck in them. Dispose the solid in the linen hamper.
Check the rooms for any maintenance requirements or lost and found articles. Report to
the control desk and the supervisor in case of any discrepancies.
Smooth out the mattress and arrange the bed with fresh linen.
Empty all the garbage cans and all the loose trash in the garbage disposal.
arrange all the guest belongings and place the magazines and folios in proper place.
Clean the area in a circular motion to ensure spotless neatness.
Replace all the necessary amenities.
Clean the rest room.
Replace all the necessary and used supplies with fresh ones.
Arrange the furniture.

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 Minimize the temperature of the air conditioner.
Take a final glance from the passage and ensure that everything is in proper order

ROOM INSPECTION BY SUPERVISOR

Check cleanliness/polish of door, door knobs, and that it operates the lock with case.
Check operation of chain lock.
Check that door opens smoothly
Check to ensure that a door stopper is in place and properly positioned.
Check door close for proper closing and latching
Inspect that peep hole is tight and usable.

JOB DESCRIPTIONS
EXECUTIVE HOUSEKEEPER/DIRECTOR OF HOUSEKEEPING:-
The executive housekeeper reports to the General Manager or the Resident Manager or
the rooms‟ division manager. He/she is responsible for the overall cleanliness and aesthetic
upkeep of the hotel. His/her duties are:-
o Organize, supervise and coordinate the work of housekeeping staff on day- to
day basis. ii. Ensure excellence in housekeeping sanitation, safety, comfort
and aesthetics for hotel guests.
o Prepare duty rosters and supervise the discipline and conduct of her staff.
o Ensure proper communication within the department by conducting regular
meeting with the staff.
o Recruit new employees and train them for the housekeeping jobs.
o Counsel and motivate employees on various duties.
o Establish and maintain standard operating procedures for cleaning and
develop new procedures to increase efficiency of labor and product use.
o Search and test new techniques and products in the market.
o Maintain regular inventory and checking of furniture, linen, uniform,
equipment in the hotel.

ASSISTANT HOUSEKEEPER/HOUSEKEEPING MANAGER:-

46
The assistant housekeeper reports to the executive housekeeper. In large hotels, where a
deputy housekeeper exists, assistant housekeeper reports to deputy housekeeper. In large
hotels the responsibilities of floors, public area are divided among assistant housekeepers.
o Be responsible for efficient and orderly management of cleaning, servicing
and repairing of guest rooms.
o Be responsible for hotel linen and check its movement and distribution to
room attendants.
o Keep an inventory of all housekeeping supplies and check it regularly.
o Provide front office list of ready rooms for allotment to guests

PUBLIC AREA SUPERVISOR:-

The public area supervisor reports to the assistant housekeeper. He/ she is responsible for
cleaning and inspection of the front of the house areas such as entrance, lobby, and guest
corridors and so on. His/her duties are:-
i. Ensure that all public areas and other functional areas are kept clean at all times.
ii. Ensure all maintenance jobs are attended in coordination with the maintenance
department.
iii. Ensure all flower arrangements are placed in appropriate places in public areas.
iv. Ensure banquet halls and conference halls are kept ready for functions and
conferences.

LINEN ROOM SUPERVISOR/ LINEN KEEPER:-

The linen room supervisor reports to assistant housekeeper. His/her duties are:-
i. Responsible for entire hotels linen.
ii. Send dirty linen from laundry after checking.
iii. Check laundered linen before giving it for ironing.
iv. Provide linen to the various departments

v. Maintain register of linen movements and check linen regularly

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vi. Supervise ironing and laundering of linen of the hotel

LINEN ROOM ATTENDANT/ LINEN ROOM MAID:

Linen room attendants report to linen room supervisor. His/her duties are:-
i. Stacking sheets, pillowcases, towels, tablecloths, napkins in different stacks.
ii. Issue clean linen on clean- for- soiled basis.
iii. Place soiled linen in containers and send these to laundry.
iv. Examine and count each linen item when send to laundry and again on return.

FRONT OFFICE

Front office is a principle accentuation or center of the lodging. Successful correspondence

and bookkeeping framework assumes the fundamental job in front office and it influences
the incomes. It is a nerve of the inn where the representatives manage the visitor
straightforwardly and take care of visitor grumblings and inquiries. Noting visitor request
about inn administrations and different visitors, advertising and deals office demands for
data on visitor room accessibility, and housekeeping division request concerning visitor
reservations are nevertheless a couple of the normal errands performed always by an inn
front work area in its job as correspondences center point. Consequently the office faculty
must be conciliatory, prudent and with a property of charismatic skill in managing
different kind of client. The general individual of the front office staff has part of effect, as
far as getting rehash clients. Moving of rooms and holding the fulfilled clients for what's to
come is the center employment of the front office division. In any case, it can't be satisfied
without the co-appointment with different divisions.( like housekeeping-it cleans the rooms
and make it prepared for the deal; Engineering and support for a fixes in the rooms or
open regions for an agreeable remain of the visitors, Accounts-to watch out for all records
receivable and credits; Purchase-for any purchasing for room or different offices for
amount working; Food and refreshment office to manage administration and creation of
sustenance and drink for the visitors; security-of the visitor, representatives and visitors
having a place

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RESERVATIONS
At The Reservation is the nerve center of the department where all requests of reservation
are received, processed, properly documented, stored and retrieved at the appropriate time
to ensure a guest room on arrival. Rooms, the chief product of the hotel is a highly
perishable commodity to the reservation department tries to ensure that rooms are not
allowed to be vacant. Processing reservations involve matching room requests with room
availability, recording, confirming and maintaining reservations and producing
management reports. The reservation department is a centrally computerized system. At
the reservations department is highly efficient it coordinates with the sales and marketing,
marketing office

SECTIONS OF FRONT OFFICE:

Reservation Section.
Reception / Information.
Telephones
GRE Desk
Front Office Cashier.
Lobby.
Bell Desk or Concierge
Night Receptionist
Travel House

Work cycle:
Morning Shift (7am to 3pm)
General Shift (9am to 4pm)
Evening Shift (3pm to 8pm)
Night Shift (8pm to 7am)

49
DUTIES AND RESPONSIBILITIES
FRONT OFFICE MANAGER
Front office manager is in charge of the front office department and allocates the
available resources (men, machine, material, and money) of the department to achieve the
goal of the department and organization. The basic function of the FOM is to directly
supervise all the front office personnel and to ensure the proper and smooth operation of
the department.
Participates in the selection of front office personnel.
Schedules the front office staff.
Supervises workload during shifts.
Evaluates the job performance if each front office employee.
Maintains working relationships and communicates with all departments.
Maintains master key control.
Verifies that accurate room status information is maintained and properly
communicated

ASSISTANT FRONT OFFICE MANAGER

Assistant front Office Manager is supervising daily front desk activities according to the
established guidelines.
Prioritize and delegate daily work responsibilities to front desk staff.
Train and guide the front desk staffs to provide quality customers services.
Manage staffing schedules, shift changes.
Resolve guest issues and enquires to ensure guest satisfaction.

DUTY MANAGER
Handles question of charges and check cashing, investigation of any guest comments and
coordination with emergency plans.

50
 During check in and checkout greets guests who may be waiting to offer assistance and
alleviate any delays. He must be thoroughly familiar with hotel procedures and policy
concerning reservations, room assignments, baggage handling, housekeeping methods,
restaurant and room charges, credit and security.
He is responsible for maintain of logbook recording any unusual incidents and also
reviews log book with department heads to check on guest service conditions or to
recommend changes in existing practices

GUEST RELATION EXECUTIVE

Welcome guests during check-in and giving a fond farewell to guest while checkout.
Handling guest complaints and concerns in an efficient and timely manner.
Overseeing VIP guests, arrivals and departures.
Coordinating and multi-tasking job duties in a busy environment.
Should possess detailed information about the Hotel, city as well as the competition

The source of payment are as follows:

Cash
Debit card
Credit Card
Traveler‟scheque
Personal cheque
Voucher
Company account
Cash and Credit Card both together
Complimentary Voucher

BELL BOY

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Bell desk is again an important department of the front office which mainly deals with the
handling of guest luggage and it performs the following roles-
Handling guest baggage
Handle left luggage room
Handles guest room keys
Follow-up the wake calls
Carrying of errand cards
Handling guest mails
Selling of stamps

Rooms:
● Deluxe room king & twin romm .
● pool view king & twin rooms .
● sheraton club king & twin rooms .
● delux suite rooms .
● junior suite rooms .
● junior study suite rooms .
● presidential suite rooms
Total number of rooms: - 360

ROOM TARIFF
Tariff: INR
Deluxe king & twin rooms : Rs13,750(Including Taxes)
Pool view King & twin Rooms : Rs14,750 (Including Taxes)
Sheraton club king Twin room : Rs16, 750 (Including Rooms)
Presidential Room : Rs73,750 (Including Rooms)

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Tax &Gst
10 % service charge Every Room
18 % GST on Every Room

Upselling policies and procedure

Offering the additional services in advance will help guest to plan their trip better and
improve the quality of guest stay. To upsell effectively, the first thing is to determine what
are the products or services you wish to promote. And then try to understand what your
guest needs are. It‟s important to offer appropriate product or services that meet a
customer‟s need.

1. Food and beverage: Try to encouraging guests to celebrate special occasion more
often. With good selection of champagne, wine, fresh fruit and handmade chocolate will
stimulate the guests to order more.

2. Spa packages: It is very common that guest would like to relax after a long flight.
Hotel can offer classical massage in the first day. And make sure you give an opportunity to
guest to book more body treatment in the next day.

3.Exclusive offers: Offering additional room services such as breakfast in bed,

birthday decoration, flowers. Guest needs to pay extra but it will create a memorable
experience for the guest.

4. Transfer: From business travelers to leisure travel group, they do need good
transportation. Hotel can help the guests start a great journey by providing suitable
transportation directly from Airport to Hotel

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 INTER PERSONAL AN INTER DEPARTMENTAL
FRONT OFFICE
Co-ordination with Other Department
House keeping
Both front office & housekeeping are concerned with rooms, the form with letting the
rooms & latter with preparations of rooms. For this to be done efficiently there must be
constantly exchange of information between the two departments. The housekeeping
informs the front office about the occupancy thrice a day. It also informs about rooms
change being done out of order rooms, rooms taken for re-decoration, which helps in
smooth functioning of front office an also sale of rooms without delay.

Security
Co-operation here is mainly concerned with prevention of fire, theft and safe keeping the
property. The front office is the link between guests and other departments of the hotel.
When a guest has security concerns such as fire, robbery, theft, and any other emergencies,
the front desk should explain the emergency procedure to the guest while calling on
security personnel to resolve the problem.

Accounts
There is a close co-operation between front office cashier and lobby staff. The receptionist
informs cashier about walk in or scanty baggage and asks him to take an imprint of credit
card or cash in advance. Bell captain fells cashier about check out so the he can prepare the
bill for presentation.

Room service
Room service is informed of all arrivals & departures, so that it can place amenities or
check the minibar respectively. It is also informed of VIP arrival for planning of deluxe
fruit basket, chocolates, cookies & a complimentary drink on arrival.

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Food and Beverage Department
The front office department informs the F & B department about the arrival departure of
guests, which helps them to plan their work schedule and staff requirement. It is also
notifying the F & B department about special food arrangements and parties. The front
desk sends the following information.
• The arrival and departure of the guests
• Setting up bars in VIPs rooms
• Special arrangements such cookie as cookies, fruit basket, and assorted dry fruits
• In-house and expected VIPs and corporate guests
• Groups and guests with bookings of specific meal plans

Engineering and Maintenance

The front office communicates with the engineering and maintenance department for the
proper upkeep of the equipment and systems installed in the hotel. The front office informs
the maintenance activity is required in guest‟s rooms. The request from guest repair
equipment and systems installed in her/his room may also be routed through the front
desk. In case such a request is received at the front desk, it is communicated to the
maintenance

Store
The store is responsible for supply of all stationary to front office according to requisition
send by the lobby manager.

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HOUSEKEEPING
CO-ORDINATE DEPARTMENT
Front office
• To guarantee proficient living of visitors, both housekeeping and front office must
educate each other of changes in a room's status. Knowing whether a room is possessed,
empty, on change, out of request (OOO), under fix, or comparative for appropriate room
the board
• There ought to be coordination to clean front office open zones
• There must be coordination among housekeeping and front office to share data on
inhabitance levels which conjectures inhabitance for the year and makes it simpler to draw
up a financial plan, set up standard stock dimensions and gauge required staff quality
VIPs in house: this data is basic with the goal that the staff can take some additional
consideration and quicker precautionary measures in cleaning and overseeing VIP rooms.

Food and beverage department

The coordination of housekeeping with the restaurants and banquet halls is mainly
concerned with the provision of linen and uniforms.
There should be coordination to maintain minibar in guest rooms.
The coordination between the two departments becomes particularly necessary in
collection of trays from the guest corridors which are collected from the room, placement
of fruit basket in special rooms.
Both the restaurant and kitchen staff requires clean uniforms on a daily basis, for which
too they need to coordinate with housekeeping

Store

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Coordination with stores ensures the availability of day-to-day necessities of housekeeping.
Communication with stores is by way of a requisition form, which housekeeping sends to
when it requires certain items. The requisition form is called as store requisition form.

Purchase department
The purchase department procures out -of -stock items for housekeeping, such as guest
supplies and amenities, stationery, linen, cleaning materials and equipment‟s etc.
Housekeeping should convey their requirements to purchase by way of advance notice in
the form of a purchase requisition

Sales and marketing department

There should be effective coordination between sales and marketing department and
housekeeping to supply promotional items in guest rooms and other areas of hotel. The
sales and marketing department informs housekeeping of the occupancy forecast for the
entire year, which is broken up month wise. This enables housekeeping to budget for the
necessary expenses an important contribution of the housekeeping staff to hotel sales is
ensuring that repeat business is obtained by providing the level of cleanliness and service
that meets or exceeds guest expectations

Maintenance department
● The housekeeping department depends on maintenance to keep things in order.
● While carrying out their scheduled work, housekeeping employees may find some
deficiencies in the hotel facilities, such as faulty electrical plugs, dripping faucets,
leaking pipes or malfunctioning air-conditioning units etc.
● A need for urgent repairs is reported to maintenance over telephone and these
requests are usually taken into action immediately.

Security department
● The coordination here is mainly concerned with the prevention of fire and thefts
and the safekeeping of keys and lost property.
● Housekeeping has to coordinate if they see any anti-social activities in the guest
room such as gambling, smuggling and so on.

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 ● The security department is responsible for conducting training sessions on handling
emergency situations for the staff e.g. they conduct fire drill to train staff to gear up
in a fire emergency.

FOOD AND BEVERAGE PRODUCTION

CO-ORDINATE DEPARTMENT

Food and Beverage service

It is a most common sight to see the kitchen staff arguing with service people and vice
versa. The age old animosity between the two departments results from the fact that both
do not appreciate each other‟s job. However, in spite of such differences, they are
completely interdependent and cannot do without each other.

The kitchen depends on the service for the following things:

● Service operates sales in various outlets. It takes the food order and serves it to the
guest.
● Service acts as a bridge between the guest and the chef and helps to communicate
the requests and opinions of the food by providing constant feedback.
● For cooking, wines and liquors are required from F&B on daily basis.

Housekeeping:
Following are some important points related to the coordination between the kitchen and
housekeeping
● Kitchen requires clean uniforms, aprons, and dusters on daily basis, which are
provided by housekeeping.
● Kitchen also needs to coordinate with housekeeping regarding the pest control and
fumigation in the kitchen.
● Special uniforms if required for particular functions or theme parties are obtained
from housekeeping.

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Front Office:
Following are the important points related to the coordination between the kitchen and the
front office.
● Front office communicates the daily arrival list to the kitchen and it helps the chefs
to forecast their production so that the wastage is minimized. The daily arrival list
also contains guest history and the chefs come to know if there was any problem
with food or service during the guests previous stay. Hence, they could make it up
this time by exceeding his/her expectation.
● The front office circulates VIP lists in the kitchens for any special requests of guests
and for the room amenities to be placed in the room.
● Sometimes welcome drinks are prepared by the kitchen for some VIPs.

Purchase and Stores:

Following are the important points related to the coordination between the kitchen and the
purchase and stores department.
● This department procures raw materials at the best possible prices, not
compromising on the quality of ingredients.
● Chefs help the purchase department to create the standard purchase specifications
for commodities.
● Chefs must give sufficient time for the orders to be procured and so maintaining of
par stock levels are decided by the chefs and the purchase managers depending
upon the frequency of withdrawals and availability from the market.

Sales and Marketing:

Following are the important points related to the coordination between the kitchen and
sales and marketing.
● This department helps the chefs to promote new menus and festivals.

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 ● Sales department promotes the chefs so as to increase the sales of their product.
● Banquet sales works in close coordination with the kitchen to sell the menus and
bring in more business. The banquet sales, however, form a part of F&B service
rather than direct sales and marketing.

Engineering:
● Helps in installation of new machinery and equipment and trains the staff in its
usage and precautions.
● Coordinates with chefs to utilize the resources effectively to minimize costs and
increase profits.
● Maintenance schedules are made and followed up by chefs.
● Firefighting and safety procedures are laid down by the engineering and followed
up by the chef.

STATION DIAGRAM

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FRONT OFFICE LAYOUT

Layout Of Housekeeping

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Layout of Kitchen

62
layout of Restaurant(F&B)

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64
THANK YOU LETTER

23rd October 2019.

Sheraton grand Whitefield Bangalore,
I Avin trained from 5th May 2019 – 21st October 2019 would like to thank you for the highly
productive experience that I had during my internship at Sheraton grand Whitefield Bangalore as
an intern in all core department . It has been an invaluable experience for me and I hope I was
able to provide some value to you as well. It was an honour for me to be working with Sheraton
team and I am highly indebted to the whole team for taking out the time to mentor me, support
me whenever I asked for and guide me throughout the time I spent.
The skills I learned at Sheraton grand Whitefield Bangalore helped me develop a practical
understanding to complement the theoretical knowledge I acquired in college. As I move forward
in my professional endeavors, I will take with me all that I learned under the teammate’s
guidance. The workplace culture at the hotel motivated me to do my best and gave me an insight
into the inner workings of the industry.
If there is ever anything I could do for you or the rest of the team, please let me know. I will miss
the relationships I’ve formed over the last few months. This internship has helped me in my
decision to pursue a career in hospitality industry. It will be a pleasure to keep in touch, and seek
everyone’s guidance as I plan out my career.
Sincerely,
Avin
avinmanipal1098@gmail.com

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