INDUSTRIAL EXPOSURE

TRAINING REPORT
WINTER BATCH 26-11-2018 TO 22-03-2019
NAME- SUNNY KUMAR
NCHMCT ROLL NO-1741111173
GROUP-D
INDEX
 ACKNOWLEDGEMENT

 INTRODUCTION

 HOTEL OVERVIEW

 FOOD & BEVERAGE SERVICE

 HOUSE KEEPING

 FRONT OFFICE

 FOOD PRODUCTION

 CONCLUSION

PAGE 1
 ACKNOWLEDGEMENT

As a part of 2nd year of the Three years Degree course in Hotel

Management, the students have undergo on Industrial Training of

the actual functioning of the industry. This is the exact time to get

acquainted with the facts of the industry and decide the area of

professional interest.

My training at the hotel was a wonderful experience as my earnest

effort and devotion paid excellent results.

I express my profound gratitude for having selected me for the

Industrial Training programme. I may like to convey my thanks to

the Training Department for having coordinated our training well.

This report is a brief of the departments I was exposed to during my

training period. This is a collection and compilation of material of

educative value gathered from the hotel.

PAGE 2
 INTRODUCTION
HYATT REGENCY CHENNAI IS A MODERN BUSINESS 5 STAR HOTEL

LOCATED CENTRALLY, CLOSE TO PRIME BUSINESS DISTRICTS, IT

CORRIDORS, CONSULATES, 230 M FROM THE NEAREST METRO STATION,

AND 15 KMS AWAY FROM CHENNAI INTERNATIONAL AIRPORT.

EPITOMIZING SOUTH INDIA’S ARTISTIC TRADITIONS, THIS LUXURY

HOTEL IN CHENNAI BRINGS A WARM FEELING WITH A DASH OF

COSMOPOLITAN GLAMOUR FOR BUSINESS AND LEISURE TRAVELERS.

EXPLORE THE CHARMING STREETS OF CHENNAI AND ENJOY AN

ENERGIZING EXPERIENCE OF HYATT REGENCY.

HOTEL OVERVIEW

PAGE 3
 Check-in and Check-out
 Check-in: 12:00 PM
 Check-out: 12:00 PM
 Express Check-In and Express Checkout

High-Speed Internet Access

 Guest rooms: Wireless, Wired
 Lobby and public areas: Wireless
 Meeting rooms: Wireless, Wired

Parking
 Complimentary on-site parking

PAGE 4
 Complimentary valet parking
Services & Amenities
 Coffee/tea in-room
 Concierge desk
 Safe deposit boxes, front desk
 Shoeshine

General Room Amenities

 Air conditioning
 Alarm clock
 Bottled water
 Coffee maker/tea service
 Crib
 Electrical adapters
 Individual climate control
 Iron and ironing board
 Mini fridge
 Pillows: down/feather
 Pull-out sofa bed
 Rollaway bed
 Safe

Bathroom Amenities
 Bathrobe
 Hair dryer
 Separate tub and shower

PAGE 5
 Room Entertainment
 CD player
 Cable channel: CNN
 Cable channel: ESPN
 Cable channel: HBO
 Cable/satellite TV
 Color TV
 Mini-bar: all rooms, beverages and/or snacks for a fee

Business Amenities
 Electrical outlet: desk level
 Phone feature: speakerphone
 Phone feature: voice mail
 Two-line phone
DINING
 SPICE HAAT restaurant (multi-cuisine restaurant)
 Room service
 Room service, 24-hour
 YAKINIKU RESTAURANT ( Japanese )
 STIX ( Chinese )
 FOCACCIA ( Italian )
 365 A.S. ( BAR)
 BISCOTTI ( coffee shop )

PAGE 6
Fitness & Recreation

Siddh SPA
GYM

SWIMMING POOL

PAGE 7
FOOD & BEVERAGE
SERVICE

PAGE 8
 INTRODUCTION:

The previous of food & Beverage away from home forms a

substantial part of the activities of the hotel and catering industry

by which it is a part, the food and beverage function is

characterized both by its diversity by its size.

PAGE 9
 OBSERVATIONS (F&B SERVICE)

i. A large variety of white wines and red wines were kept keeping

in the foreign delegates.

ii. All the chef n dishes must be similar as to avoid confusion

food pans and water pans and to save time.

iii. All the cups and glasses must be placed upside down and later

on just before the service they must be placed in right manner.

iv. Foreigner takes very less time to eat Indian guest and it is

convenient for the staff to serve them.

v. Foreigners don’t eat much spicy food and drinks lot of aerated

drinks.

vi. Water must always be checked in chef n dishes otherwise food

in food pans beings to stick to the bottom of the pan.

vii. Slices of lemon must be placed on the right hand side the

cups.

viii. The turnover is very quick coffee shop.

PAGE 10
 ix. Do not make early entry toward the guest for clearance and

always ask the guest before doing the clearance.

x. The guest is at peak in coffee shop in the morning.

xi. Buffet system is also offered to the resident guest in coffee

shop in giving the voucher.

xii. Check the booking register before doing other booking for

banquet hall.

xiii. Venue must be rightly mentioned on the venue information

board so that the guest can easily reach the right venue at the

right time without any inconvenience.

xiv. The document must reach to the kitchen and banquet in time

so that they can do the preparations in advance for the

functions and marriages.

xv. Any amendments regarding number of guests must also be

informed to kitchen and banquet immediately.

xvi. Different plates with different designs must be segregated and

kept accordingly and must be counted.

xvii. Silver service must be done from left and side and ensure that

the utensils containing food is not overfilled and clean from

outside.

PAGE 11
xviii. Tray must be properly set before delivering the order to the

guest; it should not be overfilled with food item.

xix. Then order must reach the guest in minimum possible time so

that the food is fresh and hot when served.

xx. A complementary cake and flowers basket must be placed in

the room of the newly weds or honeymoon couple.

xxi. Tea should be hot while on serving.

xxii. An option of tea and coffee with and without milk must be

given to the guest.

xxiii. Toothpick should be kept near the buffet along with tissue

papers.

PAGE 12
 SPICE HAAT

SPICE HAAT is a three-meal restaurant showcasing food from the

authentic Indian home and street food landscape. With five live counters -

dessert, grills, South Indian, North Indian, salads, cold cuts & chat

beverages, continental and more spread over more than 8000 square feet,

this buffet and a la carte restaurant has one of the largest buffet selections

in Chennai.

PAGE 13
 YAKINIKU

One of the most popular Japanese restaurants in Chennai, Yakiniku offers

authentic yet uncomplicated Japanese cuisine freshly prepared in different

dining ambiences. With an emphasis on a casual fun-filled atmosphere, the

menu is unpretentious but high on flavor and substance.

PAGE 14
 STIX

Inspired by the vivid sights, sounds and flavours of an Asian hawker-style

noodle stall, Stix exudes the authentic flavours from China’s Sichuan

region. Join us for lunch at Stix for a customised business lunch, As You

Like It, that is prepared and served to your preference.

PAGE 15
 FOCACCIA

Focaccia explores traditional Italian cuisine from the shores of southern

Italy. This trattoria styled restaurant offers patrons flavour which arise from

the belt of Campania, Puglia, Calabria and Sicily. Its inimitably Italian roots

shine through every element of the restaurant.

PAGE 16
 BISCOTTI

Named the best bakery in Chennai for 3 consecutive years, Biscotti offers

fresh produce, from pastries and chocolates to a wide range of

delicatessen

PAGE 17
 365 A.S.

Enjoy the sophisticated style of 365 A.S. -our contemporary lounge bar

named after the iconic location of the hotel - 365 Anna Salai. A warm,

welcoming place to gather with colleagues, comfortable couches and arm

chairs line floor-to-ceiling windows that overlook the bustling city through

the intoxicating Frangipani trees.

PAGE 18
 ROOM SERVICE

From snacks and take-away boxes to full course meals, our in-room dining

service is the ultimate convenience for your in-house culinary requirements.

PAGE 19
 RESTAURANT TIMING

SPICE HAAT
Hours
Breakfast: 0600 hrs - 1030 hrs
Breakfast Buffet: INR 675+
Lunch: 1230 hrs - 1500 hrs
Lunch Buffet: INR 1250+
Dinner: 1830 hrs - 2300 hrs
Dinner Buffet: INR 1450+
Sunday Brunch: 1230 hrs - 1530 hrs
Brunch: INR 1850+ onwards

FOCACCIA
Lunch: 1230 hrs - 1500 hrs

Business Lunch - Veloce Pasto: INR 1299+

Dinner: 1900 hrs - 2330 hrs

Saturday Brunch - IL grande Pranzo: 1230 hrs - 1530 hrs. INR 1750+

onwards

PAGE 20
STIX

Lunch: 12:30-15:00
Dinner: 19:00-23:30
As You Like It:
Monday to Friday - Lunch only
INR 1299++ vegetarian and chicken
INR 1399++ vegetarian and chicken, meat
INR 1499++ vegetarian and chicken, meat and seafood

BISCOTTI

Monday to Sunday: 09:00-21:00

YAKINIKU

Hours
Weekdays: 15:00-02:00
Weekends: 15:00-03:00 1830 hrs - 2300 hrs

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PAGE 26
BANQUET@ HYATT REGENCY

CHENNAI

Hyatt Regency Chennai offers state of art meeting and event facilities

with over 1900 square metres (20,000 square feet) of function space,

including multiple breakway rooms, studios, ballroom and outdoor spaces.

Located in the heart of Chennai at Anna Salai, it is the ideal destination

for weddings, product launches, corporate meetings or private events. 

REGENCY BALL ROOM

PAGE 27
ABBOTSBURY

STUDIOS

PAGE 28
BOARDROOM

BUSINESS CENTRE

PAGE 29
PRIVATE DINING ROOM (PDR)

POOL SIDE

PAGE 30
OUT DOOR CATERING

From corporate or social events to small or medium-size parties set in a

personal home, office or outdoor location, every occasion can be tailor-

made with Hyatt Regency Chennai’s expert banquet’s team. The hotel

offers an exciting range of themed banquets with menus that complement

the event and are pure gastronomic delights. The banqueting team can

assist with the planning of the entire event from menus custom-made to

event specifications to providing experienced chefs and waiters .

PAGE 31
 ROOM SERVICE
a) When a guest calls the Room Service, his order is taken by the

order taker who posts the entries into the computer.

b) The cheque is printed on a printer which is kept at the

supervisors desk.

c) This cheque has 4 copies –KOT, Guest copy, Accounts copy

and F&B control copy.

d) The KOT and F&B control copy are taken off by the supervisor

and given to the kitchen and Room Service steward who lays

the trays or a trolley.

e) The breakfast is collected from the Room Service kitchen,

some of lunch, dinner items are picked up from Chins kitchen,

Main Kitchen .

f) After

g) DUTIES & RESPONSIBILITIES OF F&B the food is

picked up, it is kept on a tray which is kept at the Supervisor’s

desk. The Supervisor checks the order before it goes to the

room.

PAGE 32
 CO-ORDINATING DEPARTMENTS

KITCHEN

Garde Manger- To pick up cold preparations, e.g. Salads,

galantines and pates buffets of banquets.

Pantry- To pick up sandwiches, fruit platters, fresh juices,

individual salad portions.

Hot ranges & Grills- Hot food items such as steaks, chops, etc.

Bakery & Confectionery- to pick up breads, pastries, cookies and

ice creams.

Still Room- To pick up hot beverages, e.g. Tea & coffee.

KITCHEN STEWARDING

This department primarily controls the storage, issue and

maintenance of service equipment in the restaurants and kitchens.

The sanitation and hygiene of the kitchen and its overall

PAGE 33
maintenance come under this department. It is also responsible for

the employee’s cafeteria.

BARS

The service bar located in the main kitchen dispenses wines, spirits,

juices, aerated water and tobacco. The beverage stores are located

behind the chef’s office in the main kitchen.

STORES

The source from where the steward can pick up supplies of proprietary sauces,

stationary, etc. for the restaurant.

HOUSEKEEPING

This department is responsible for the cleanliness, maintenance and the aesthetic

beauty of the hotel. It is also the source for uniforms, linen and flowers.

PAGE 34
ACCOUNTS DEPARTMENT

a) Restaurant Cashier

Receives all cash and credit payments made for food and beverage

sales in the restaurant and bar. If the guest signs the bill, the

steward may verify his name and

room number by asking the restaurant cashier to check on his

computer terminal.

b) Front office cashier

This is the central point where all the checks signed by hotel

residents are collected and entered in the total bill.

ENGINEERING

This department is responsible for the maintenance of all

mechanical and electrical equipment in the restaurant. Also for

controlling the air-conditioning or heating.

PAGE 35
FRONT OFFICE

The front office maintains a record of all guests staying in the

house. This department also co-ordinates all group movements &

meal plans.

PAGE 36
HOUSEKEEPING

PAGE 37
INTRODUCTION:

"Housekeeping" literally means "keeping the house in order

in terms of cleanliness, Hygiene and everything else that
goes along with this".

The Role of this department is vital in any star rated hotel. It

is the Backbone of the hotel. Cleanliness of the Lobby, the
Rooms, the restaurant and Corridors to name a few is the
responsibility of the House Keeping Department.

The whole operation is split between 3 shifts - morning,

evening & night. The responsibilities of the morning shift

includes collecting laundry, replenishing of guest supplies in

rooms and of course, cleaning of both occupied rooms as well

as those vacated by guests in terms of change of linen,

vacuuming the carpet, sterilization of glasses, disinfecting the

bathrooms etc. The staffs also have to check for any missing

or damaged items.

PAGE 38
 The evening shift is entrusted with the task of
delivering guest laundry, attending to any guest request and
also, the evening service of room.

The night shift is responsible for the thorough cleaning of the

public areas. A schedule is made at the beginning of each month.

Another function, which comes under the purview of this

department, is the upkeep of all linen and staff uniforms. For this

purpose, there's a separate linen room, which is manned by a staff well

versed in the handling of different kinds of linen. Only after the

supervisor inspects the room, is the room cleared to the Front Desk to

enable them to allot it to a Guest. Fumigation is also carried out at times

to avoid the menace of pests.

PAGE 39
 AMENITIES & COMPLIMENTARIES PROVIDED TO THE

GUEST

The executive club is designed to take special care of the needs

of business traveler. The guests are entitled to a complimentary b/f,

free drinks in evening during happy hours and a fruit basket on

arrival.

Talcum powder, Shampoo, moisturizer, mouth freshener and

bubble bath are some of the amenities provided to the guest in both

deluxe and executive rooms.

The bathroom is equipped with clean and hygienic linen for the

guests' comfort. Great care is taken to ensure guest satisfaction.

All the executive rooms have a coffee/tea maker with 2

complimentary mineral water bottles every day.

PAGE 40
GUEST SATISFACTION FACILITIES

This department is equipped with pantry where cookies, soft

drinks etc are stored. The fruits are brought from the amenities

department.

Every morning, the amities staff takes up the trolley with fruit,

cookies, drinks, chocolates, wafers etc. He places all this in the room.

As per the guests' consumption during departure, the IRD boy

ticks relevant items and a KOT is prepared which has 2 copies. One

goes to the room service cashier and other goes to the guest. The items

for the next day are filled in the inter-kitchen transfer. This helps the

receiving department to indent for the next day's requirements.

PAGE 41
LINEN ROOM

It is one of the most important sections in the HK. All the

departments depend on the linen room to get their linen and uniforms

laundered.

Linen Room supervisor heads the linen room. The soaked linen

is collected & counted in front of House Man for the right count. The

damaged and badly stained linen is kept aside. Warning is issued to the

person responsible. The description of soiled item, soiled count, clean

linen received, balances and other remark is entered in linen exchange

slip. Clean linen is given in exchange against the number of soiled linen.

PAGE 42
 UNIFORM ROOM

The uniform room supervisor reports directly to the executive HK.

The uniform room is a place allotted to store all the uniforms of the

staff of the hotel. Each staff is given a particular code that holds good

for their uniform.

Uniform room has 2 tailors to attend to stitching & mending of the

uniform.

If the uniform is in bad shape, uniform attendant informs

supervisor who brings it to the notice of executive HK. Warning is issued

to the person responsible. Also a complaint book is kept in the uniform

room where in a staff complaint may be registered.

PAGE 43
 LAUNDRY

The importance of laundry is inevitable as it processes soiled

linen and uniform and supplies clean linen and uniform on daily basis

thus playing an important role in maintaining high standards.

Valet Service:

One of the primary roles of the laundry is to provide valet service

to houseguest. Valet is one who be there on call to the guest, fetches

soiled clothes from guest room and returns them with whatever service

the guest demands.

This service needs the guest to fill up the dry cleaning list with his

room no. and any other special instruction. The valet inspects each

soiled garments for tears or stains so the guest doesn't hold the laundry

responsible.

After the necessary service, valet gives the clean cloth to the

guest. Charges are posted from the laundry to the cashier.

PAGE 44
LAUNDRY PROCESS INCLUDES:

1. Collecting- The linen is collected from the floors or is send

down by the linen chute.

2. Sorting- On the basis of type of fabric kind of service required

and degree of soilage.

3. Stain Removal –The stain are identified &rectified to the best

of their abilities.

4. Washing & dry cleaning- The garments are washed, dry

cleaned in the machines provided separately and are not

mixed with each other.

5. Repairing- if any linen item needs a repair, it is given to the

tailor for repairs.

6. Ironing- It's done by:

a) Calendaring machine- This is a very large machine, which

consists of several, heated and well padded rollers, which iron

the article as it passes through. The machine is generally

used to take a double sheet.

PAGE 45
 b) Hot Head press- consists of 2 flat surfaces, which are hot.

The garment is kept between the surfaces, which gets

pressed.

c) Steam press- Similar in principle as the hot head press,

except that the surfaces have perforations through which

steams passes.

d) Shirt press- Specially designed for gents shirts to give

their proper contours & creases.

PAGE 46
PUBLIC AREAS

Public area comprises of main lobby, clock room restaurants,

swimming pool, executive office etc.

There are two supervisors who are in-charge of public areas for

the morning and evening shift. In the morning there are 15 horsemen

working under the supervisor. The horsemen are assigned with the

cleaning of particular areas. The cleaning of the restaurant is done

before mis-en-place starts.

The cleaning of the public areas has to be well planned. It

should be cleaned when there's no rush causing minimum inconvenience

to the guest.

The spotting of the carpets is done once in a month. The lobby

should be cleaned during nights as it would not cause inconvenience to

the guest. The spring cleaning and scrubbing of the public areas in done

by the night shift staff. The carpets and upholstery of the restaurants is

done by the morning shift staff.

PAGE 47
 THE RELATIONSHIP WITH OTHER DEPARTMENTS

Each department of our Hotel has been established to carry out its own

specialized functions.

Yet each is a part of the whole operation and must coordinate its activities

with those of all other departments are virtually self-contained, but by the

very nature of its functions the Housekeep ring department dispenses its

employee throughout the house.

THE FRONT OFFICE:

Rooms are chief concern of both departments. They must continually

exchange information on room status, front Office makes the discrepancy

report from the Housekeeping occupancy report. (He Should be very

careful in making the list).

THE ENGINEERING DEPARTMENT:

It is housekeeping departments job to inform all mono repairs before major

breakdown occurs. They must both combine to have the maintenance done

with the least annoyance to the guest.

PAGE 48
FRONT OFFICE

PAGE 49
 INTRODUCTION

The Hotel now unfolds its new-age grandeur with the newly appointed

spacious deluxe rooms and designer suites that beckon you to indulge. The

guest rooms with their exquisite selection of furnishings are equipped with

world-class facilities and luxuries. All rooms have inspiring views

overlooking the pool or the well-manicured and landscaped gardens. Midst

all this, care has been taken to keep intact the hotels inherent spirit, history

and the ‘Old World’ charm.

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

PAGE 50
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.

PAGE 51
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.

DIFFERENT AREAS OF THE FRONT OFFICE

1. The main areas of the Front Office are

2. Reception.

3. Cashier.

4. Concierge.

5. Telex and Fax.

6. Reservation

PAGE 52
 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.

which gives the status of the room whether it is occupied, occupied ready,

vacant, vacant ready, out of order etc. With that list only the selling done.

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

PAGE 53
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 :

PAGE 54
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.

PAGE 55
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

PAGE 56
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.

Check out

1. Front Office Cashier: For Bill settlement and checkout.

2. Bell Desk : Baggage handling and transportation .

PAGE 57
 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.

PAGE 58
 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.

FUNCTIONS PERFORMED :

PAGE 59
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.

PAGE 60
 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.

HANDOVER : During the change of shifts the person working has

to handover all the responsibilities to the person who has come in.

For this a handover slip is filled up and also writes down the

necessary work to be performed by the next shift. So that work can

be carried out smoothly.

INTERNAL COMMUNICATION UNIT

An important part of the reception is the ICU. This area is located at

the back of the reception It is the place from where the messages

are received noted into a log book, fed into the computer for a

particular guest in his reservation folio. Put in a message envelope

PAGE 61
and slipped through the guest door .Another important function of

this area is to receive and sent faxes. All the reg. cards are printed

and sent from here.

EXPECTING A CALL/MESSAGE SLIP

Expecting a Call slip is filled up by the guest or by the receptionist. If the

guest is expecting a call but he is not there in his room but some where in

the hotel only.

Message slip is a type of slip, which is filled up by the receptionist

along with the message in case the guest is not available in the

hotel.

GUEST REGISTRATION FORM

This particular form is presented to the guest when he checks-

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.

PAGE 62
 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 outlets of the

hotel along with their timing are given.

RESERVATION CARD :

A reservation card is one that is filled in at the time of check in.

The details extended are :-

1. NAME OF GUEST.

PAGE 63
2. DESIGNATION AND OCCUPATION OF GUEST

3. NATIONALITY

4. DATE AND PLCE OF ISSUE OF PASSPORT.

5. DURATION OF STAY IN INDIA

6. PERMANENT ADDRESS

7. DATE OF ARRIVAL IN INDIA

8. ARRIVED FROM

9. IF EMPLOYED IN INDIA

10. REGISTRATION CERTIFICATE NUMBER

11. DATE AND PLCE OF ISSUE

12. NUMBER OF PERSONS STAYING

13. NEXT DESIGNATION

14. DATE OF ARRIVAL

15. TIME OF ARRIVAL

16. DATE OF DEPARTURE

17. BILLING INSTRUCTIONS

18. PARTICULARS

CONCIERGE

PAGE 64
The concierge counter at the Hotel is situated alongside the

reception counter. They both belong to one counter but are

distinctly separated from each other due to sign boards.

Guest also demands stamps and they are sold from the information

counter itself, but a general rule adopted at the hotel is that no

stamps are to be sold to outsiders. So only those staying at the

hotel can avail of this facility at the information desk handling of

keys message is also done whenever needed.

The concierge staff is mainly to look after the needs of the guest and

make the guest welcome and feel at home. The way in which help is

given differs according to the needs of the guest.

Here, the hostess can do reservations in restaurants for the guest.

Guidance the tours conducted, plays or movies running in tour for

entertainment etc. If any additional item is required and if it is not

PAGE 65
possible for the housekeeper to provide it, the hospitality

department takes over.

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.

PAGE 66
 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.

PAGE 67
 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 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 bill/folios are closed by the casher.

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 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

PAGE 68
to make use of a safety vault, then the cashier issues it and the rent

is charged.

SETTLEMENT OF BILLS

METHODS :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.

PAGE 69
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.

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

PAGE 70
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

PAGE 71
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,

PAGE 72
Restaurant Charges, Mini bar Charges, & other Miscellaneous

Charges.

CONTROLSHEET : Used to tally the total foreign currency inflow &

total Indian currency given in exchange.

CHECK OUT SLIP : Given to the guest at the time of Check - Out

for his luggage clearance.

CASH DEPOSIT :

Every evening after the restaurant closes all the cash payments

received for 'L-he day are transferred to the Front Office cashier and

a receipt is taken for this. At this time all tips received by the

restaurant staff that are not in cash i.e. which are signed by the

guest on his bill are calculated and given to the restaurant staff by

the cashier in return of a petty cash voucher which is kept for

records.

PAGE 73
 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 HOTEL 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:

PAGE 74
 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

PAGE 75
 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.)

THE BELL DESK

 Morning newspapers are sorted and banged outside rooms by

night shift.

 Guest is explained about hotel and room facilities including mini-

bar on check up.

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 Guest baggage handled and carried to rooms in check-ins and

removed and brought to lobby for checkouts.

 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

 Luggage Room

PAGE 77
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.

REPORTS

MANY REPORTS ARE PREPARED BY THE RESERVATIONS

There is a whole list of reports to be printed such as :-

 Assigned Rooms Report.

PAGE 78
 Available Rooms Report.

 Check out Rooms Report.

 House use Rooms Report.

 Occupied Rooms Report.

 Guest list by Room number.

 Check in Report.

 Room charge Report

 Discrepancy Report

 Crew Report

 Missing keys report.

Assigned Rooms Report

Assigned rooms report is a report of all the rooms, which have been

already allocated to the guest by the concierge. The receptionist

cannot give these rooms to the other guest.

Available Rooms Report

This report shows all the rooms, which can be given to guests as

they are vacant. A fresh available report should be printed as often

as possible as there are so many guests who check in and so many

who check out.

PAGE 79
Check out Rooms Report

This report shows all the rooms that are vacant, but are not yet

ready to give guests as the housekeeping department has yet to

service them. They make check out rooms available.

PAGE 80
 RESERVATIONS

Reservations as the name suggest handles reservation of rooms in

TOND outstation reservations are taken by the IRS (instant

reservations). Reservations are the backbone of Front Office and are

supported by Sales & marketing division and HOTEL in Centre for

Reservations.

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

PAGE 81
Dir : Companies

EMB : Embassies

LHW/LRI/

DER/STR : Hotel Reps.

Air : Airlines

CRS : Central Reservations

: Inter-Hotels-use hotel code like HOT, HOG etc.

GUARANTED 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 HOTEL, 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

PAGE 82
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.

CASE I

In case the guest wants to check in after 7:00 am on the day of

check in, he may be allowed that without any extra charge by any

member of the front office team,.

CASE 2

In case the guest wants to check in before 7:oo am on the day of

arrival, he is charged for one extra day however the decision lies in

the hands of Fom/Asst. as to whether to charge or not .

MODES OF RESERVATION

PAGE 83
The different modes through reservation request are made to the

hotel are as follows:

 Personally

 Letters

Telephone

HOW TO TAKE A RESERVATION ON THE PHONE

a. Answer promptly – greet the caller by mentioning time of day

and department and offer to help.

b. Take down all the details on the printed reservations form.

c. Check the status of the room-availability and thereby

confirm/regret/wait list.

d. Ask for a written request especially for billing instructions,

which should never be accepted verbally.

e. Thank the caller.

Processing a Reservation

PAGE 84
a. Check under the Guest History (GHD) if we have any prior

information on the guest.

b. 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.

c. The folio is filled in with all the details available and then

created on computer by pressing control F2 after doing the

needful.

d. 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”.

e. Then create the BT screen for billing instructions, if any.

f. Create the TA screen, if the booking is through a T A.

g. The guest folio # is then written on the reservation

correspondence and circled.

h. The correspondence is the filed date-wise for the present month

and month-wise for future months.

PAGE 85
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.

Processing GRP Res.

Call up a blank group folio by doing a CGP.

Fill in the relevant details as required.

Create the folio by pressing control 2. Thus we have pre-reg group.

On receipt of the Group Rooming List, call up a blank folio by a

CGU command.

PAGE 86
Fill in all the details for any one-group member. Do make an entry

of the group folio no. in the relevant blank.

Create the folio by control 2 and then repeat the folio through

control 3.

Change relevant details of the next group members and then update

this folio.

Repeat this process to individual folio for all group members are

created.

Meal Arrangements

 Call up the Meal Arrangement Screen by enters “MA” fill in the

relevant details and then create through control 2.

 Create the Travel Agents details and the Billing Instructions in

the same way as for Fits.

 Check the Group Member Directory to ensure all group

members are pre-registered.

 If the group has made any deposit make the relevant entries.

 Note the group folio # on the correspondence.

 The individual folio nos. May be noted alongside the names on

the rooming list.

PAGE 87
Filling

It is important to create many copies of the correspondence for one

group with many visits. One copy of correspondence can be filed in

each date of arrival. A master file may also be created for large

groups with many visits.

Group Cancellations

Group cancellations should be done at least 30 days before the

arrival of the group, otherwise, retention may be charged to the

a. Size of groups

b. Relation between TA and hotel.

c. Inconvenience caused.

d. Loss of revenue.

Cancellation / Amendment

a. On receiving a call for cancellation or amendment, take down

all necessary details on the printed form. It is very important

to take the Contact No. and the name of the person requesting

the cancellation/amendment.

b. Retrieve the earlier booking by first doing an ARR or GU then

display the folio by doing a “FO” (Space) #

PAGE 88
 For a cancellation, change the status from “PREREG” to “CXL”

and enter the name and contact no. of the person authorizing

the cancellation in the note column. Then update the folio by

pressing control 2 after doing the preliminaries.

For an amendment change the relevant details on the folio and

then update the folio (after checking status)

c. After the above process attach the new correspondence to the

original and file it as same as before.

 Telex

 Fax

 E-Mail

However most of the times the reservations are made either by

Telephone or Fax

PAGE 89
FOOD PRODUCTION

KITCHEN -An introduction

Room sales and food sales of the hotel’s revenue are earned by

the service outlets, the Food Production department's hand is more

PAGE 90
important as it determines the sales volume. So it is often said

"food is the life of the hotel ”. The objective of kitchen management is

to organize, lend &contract the means of production &service of

food.

The area may be 40% of the restaurant area kitchen space

estimates have been as low as 2.5 to 4 sq. feet catering unit for a

kitchen-catering unit. The main kitchen is planned in such a way to

have an easy accessibility to all the service outlets and important

areas. The kitchen is divided into sections with skilled employees

working in it. The stewarding area is attached to the main kitchen.

The kitchen for the staff is separate and is not related to the

main kitchen. The raw material is picked up from the main store.

The canteen manager manages this.

PAGE 91
Working procedure in kitchen:

After the guest order has been taken, the service staff takes

out the computerized KOT, which is received in the kitchen. The

aboyor reads out the KOT aloud. The chef checks the food items

and orders the food to be cooked.

After the food is prepare chef checks the food items with the

KOT and the portion size also. Then the service staff picks up the

food to the service area.

THE KITCHEN SUBDIVISIONS

In the hotel, they use the decentralized system of kitchen

functioning though in some places centralized system is used. The

main sections of the food production department are:

1. MAIN KITCHEN: This section of the kitchen is divided into 3 sub

section as following:

PAGE 92
a. Soup Section

b. Hot Range (continental)

c. Indian Kitchen

This section mainly serves to outlets as room service,

La Rochelle, Coffee shop, Banquets.

2. GARDEMANGER: This section deals with the cold meat and food

for the department. It serves to all the outlets of the hotel such as

Butlers Pantry, Room Service, Coffee Shop, La Rochelle, other

sections of the kitchen etc. It is a decentralized kitchen working 24

HRS.

3. BAKERY: This is the section of the kitchen working continuously

and producing high quality Cakes, Pastries, Desserts, Breads rolls

etc. It is a decentralized kitchen working 24 HRS.

4. BUTCHERY: Butchery in hotel terminology is also called "Meat

PAGE 93
Fabrication" as it is involved in changing the form of meat, poultry,

fish etc. from unclean and large chunks to clean and appropriate

sizes as required for various purposes.

5. COFFEE SHOP KITCHEN: This kitchen serves all the

continental dishes on the menu 24 hrs- a day.

6. SPECIALTY KITCHENS: These are the kitchen solely working for

the restaurants they are attached to. These kitchens produce only

the type of cuisine offered by the restaurants. The kitchens work on

break shift basis except for North West Frontier cuisine kitchen as

it involves a great deal of cooking over a long period of time.

INDIAN KITCHEN

PAGE 94
Tandoor section: This section is responsible for the preparation of

the all Tandoor items. Its basic function of the morning includes

supply of breads to La Rochelle.

Halwai section: This section is involved in the preparation -of all

Indian sweets whether hot or cold. All the dishes are prepared by

the Halwai for ‘a la carte menu’ as well as banquet parties and kept

in the cold storage under lock and key.

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

preparation 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

PAGE 95
into combination one of the best products with the hospitality of the

staff at work. The bakery provides service to Coffee shop, Room

service, La Rochelle, Butler pantry, Banquets, Pastry shop & all

specialty kitchens.

OBSERVATIONS :

The bakery is divided into a baking room, pastry area, puff area,

and a Gateau area.

It also has an ad ascent chocolate room for chocolates and pralines.

Cakes of various types including special orders with written

messages are prepared here.

All the breads, pastries, muffins etc are prepared in the night.

The bakery section has various types of imported flours required for

breads.

The bakery has its own pot wash.

Each bread and pastry has a set decor and its picture is set up to

get required shape.

PAGE 96
The bakery’s cold storage is used to store perishable items like the

dough, prepared pastries, cream, milk, butter etc.

The deep freezer is used to store hotel-made ice-creams, mousses,

etc.

The oven has hot air jets and is of rotatory rack- type.

The general basis of requisition in the bakery is that; generally the

stores for one- two days is taken in advance.

Hard liqueurs like rum, tequila, whisky, etc are also used to add

flavors to some of the preparations.

Common Cakes made at the Main Table are :

1. Vanilla Cake.

2. Nougat Cake.

3. Truffle Cake.

4. Light Chocolate Cake.

5. Fruit Cake.

PAGE 97
6. Madeira Cake.

7. Marble Cake.

8. Pineapple Cake.

PUFF SECTION

The Puff Section consists of a big rolling machine to roll out the

dough. The dough may be needed for Danish pastries, pralines,

savory dough, flan dough, beaches, volt au vents or cheese sticks

etc.

There are two main types of dough’s used via :

1. Savory Dough.

2. Puff/Flaky Dough.

Out of these, they are molded into tarts or botches or volt au vents,

filled in with choice fillings and sent up for sale.

CONTINENTAL KITCHEN

As the name clearly indicates, it is responsible for the preparation

PAGE 98
of all continental dishes and their service to outlets such as La

Rochelle, Room service and the banquets. This section is divided

into 2 parts.

1. Soup Section.

2. Hot Range.

1. Soup Section: This is the section preparing all types of soups for

all banquet functions and restaurants. The section has one chef

working, who prepares all the soups. Everyday about 7-8 soups are

prepared excluding the party soups and the quantity produced is

150 cups of each soup daily. This section also prepares stocks of

different type for use in soup section as well in any other part of

kitchen as required. The section gets the raw materials en daily

requisition basis to stores and butchery. The soup prepared

everyday includes

Mulligatawny Soup Cream of Tomato soup

Tomato Shorba Soup Cream of Leafy Spinach soup

Cream of Mushroom soup Seasonal soups

PAGE 99
2. Hot Range: This section of the main kitchen is responsible for

preparation of food for the restaurant buffets in the morning and a

la carte menu to the restaurants in the evening. It is further divided

into the following.

Vegetable section

Grill section

range section

Saucier section

Pantry section

GARDEMANGER

The Garde Manger or the Cold Kitchen is the place where all

PAGE 100
carvings and displays are carried out. Here the staff is skillful and

the work done is very different from the other Kitchens.

Various salad displays, fruit displays, meat platter displays in a

decorative and fancy manner are done to improve the image and the

standard of the hotel. Fancy carvings and decorative displays are

always liked by the guests.

The total strength of the kitchen comprises of 7 people. The Garde

Manger is a small kitchen with one walk-in cooler and one traulsen.

It is located right beside the Pastry Kitchen and is not far from the

Main Kitchen. Here the items and displays would be made

according to the party sheet. It mainly caters to parties and buffets.

INTER DEPARTMENTAL RELATION SHIP

The ‘Kitchen’ has a direct relationship with the following

PAGE 101
departments:

F & B outlets

It has been already discussed how the kitchen is related to the F&B

outlets. (The outlets sell what the kitchen provides) the intimate

relationship makes the earning & maximization objective of the F &

B department, a reality.

Kitchen Stewarding

Stewarding serves the kitchen in the following ways:

Cleaning of kitchen areas thus ensuring proper hygienic standards.

Cleaning kitchen utensils.

Reporting possible faults in kitchen area & machinery to the

Engineering and maintenance department.

House-keeping department:

For uniform.

Other Operations:

PAGE 102
 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

PAGE 103
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 journey.

PAGE 104