Niraj Final Project

ACKNOWLEDGEMENT
I am very thankful to Dr. Sikha Tiwari, Principal, T. John College, and Bangalore for
her courteous support for completion of this project.
I extend my sincere thanks to Mr. .N. SURESH, DIRECTOR, Department of
Hotel Management T. John College, Bangalore, for his moral support during the course of my
project.
I am greatly thankful to Mr. Manoj B. Gedam for his valuable guidance throughout the
course of my project and I also thankful to MR ARPAN SHARMA AND all staffs of the hotel
who directly or indirectly helped me in completing the project with their suggestions. With a
deep sense of satisfaction and gratitude, I wish to place on records that the training was
imparted in a highly congenial atmosphere true to the reputation of “RADISSION JASS
SHIMLA”, has been of immense value to me and it will be my endeavor to put into practice all
that I have learnt to sharpen my skills and develop my skills and develop my personality. It is
because of their ardent and consistent efforts I was able to imbibe so much which was not
possible in such short time. The training has helped me to inculcate the right kind of skills,
knowledge & attitude to make a career as a successful hotelier.
Finally, I thank all of my friends for their sincere assistance when needed during the
period of my project
NIRAJ G.C
13RWC23065
NIRAJ G.C T.JOHN COLLEGE, BANGLORE 1|Page

Project preface
There is a famous saying “The theory without practical is lame and practical without theory is
blind”
The basic purpose as I mention above for this internship is to have a practical look towards the
industry where I am going to work in my nearer future. I have acquired theoretical knowledge
in my institution now it’s time to put that knowledge in practical way. To have a close
observation I did my training in RADISSION JASS SHIMLA
This project is totally based on my personal observation in the hotel where I work. It reflects
how the industry works in real and its operations. As I found that the industry has lots of scopes
and opportunities, I am very optimistic about growth of the hotel industry.
Thus it has been concluded that hospitality industry has a great opportunities for the people who
are willing to stand up in this sector. This project explains the entire functioning of a five star
category hotel, how their operations are carried out? What is the industry is about? Who is a
customer?

S YNOPSIS
This project has been done to fulfill the requirements of Bangalore University for
completion of 5th Semester BHM.
I was trained in “RADISSON SHIMLA’’. The project is based on all that I learned
there in the course of four months. It outlines the different departments of the Hotel and the way
things work there including a set of standards procedures.
Following are the four operational departments, where I have done my training:-
 Food and Beverage Service.
 House keeping
 Front office
 Food and Beverage Production
The different problems faced along with the proposed solutions for the departments are also
put down. This project helped me to put down the entire training experience in Black and
White. It also helped me to put the training experience in particular to understand the extent to
which I learned about total operations during my four months training.

DECLARATION
I, NIRAJ G.C hereby declare that this project titled “OPERATIONAL ASPECTS
OF “RADISSON SHIMLA” is based on the original project study conducted by me, under the
guidance of MR.MANOJ B. GEDAM.
This has not been submitted earlier for the award of any other degree by Bangalore
University.
Bangalore STUDENT SIGNATURE
Date: NIRAJ G.C
13RWC23065


C ERTIFICATE BY THE GUIDE
This is to certify that this project report titled “OPERATIONAL ASPECTS of”
RADISSON SHIMLA” is based on an original project study conducted by NIRAJ G.C under
my guidance.
This has not formed the basis for the award of any other degree by Bangalore University
or any other universities.
Bangalore:
Date:

C ERTIFICATE FROM THE INSTITUTION
This to certify that this project titled “OPERATIONAL ASPECTS OF

RADISSON SHIMLA” is based on an original project study conducted by NIRAJ G.C under
the guidance of MR. MANOJ B. GEDAM.
This project is based on original research and has not formed the basis of the award of any other
degree by Bangalore University or any other university
MR. N.SURESH DR SHIKHA TIWARI
DIRECTOR Principal
Date: Date:

CONTENTS
SL.NO CHAPTERS PAGE NO
08 to 24
Chapter-1 Introduction to hospitality and tourism industry.
Chapter -2 Scope, Objective, Methodology and Limitations. 25 to 27
Chapter-3 Profile of the Place & Hotel 28to 58
Departmental Classification 59 to 82
Chapter-4 Core department 61 to 71
Allied department 71 to 81
83to 147
Detail Operations of the departments
Food & beverage service 84 to 100

Chapter-5 House Keeping. 101 to 123
Front office 124 to 140
Food & Beverage Production 141 to 147

Chapter-6 S W O T Analysis of hotel 148 to 150
Chapter-7 Conclusion 151
Bibliography 152
List of annexure/exhibits 153 to 159

CHAPTER – 1
INTRODU
CTION
TO
TOURISM
AND
HOSPITA
LITY
INDUSTR
Y
INTRODUCTION
Definition on hospitality:
The literal meaning of hospitality is welcoming behavior towards the guests or
customers or taking special care of the guest in friendly and hospitality manner. The
conceptual definition of the word hospitality as per the Oxford Dictionary is “The
reception and entertainment of the guests, visitors or clients with the liberality and
goodwill”. In broad sense it includes all the companies providing the services to the
guests or customers like – food, beverage, accommodation, refreshment and
entertainment as per the desire and the needs.
Hospitality Industry is basically segregated into two parts. The first part includes the
Government/ Public Sector- which involves in the planning and the development of
hospitality and tourism industry, facilating and forwarding the policies regarding the
destination marketing, immigration, custom, licensing, etc. On the other hand the second
part includes the Private sector including the services providing enterprises like –
accommodation sector, travel and tour operation, catering industry, airlines etc.
In the real sense the word hospitality is related with the retailer of the hotel and catering
business. It basically includes- Hotels, Resort, Motels, guest Houses, Lodge, Bars,
Restaurant, Café, Pubs etc. and other different hospitality service related trade groups.
These companies and enterprises basically focus on the identification and the solution of
the psychological, social and the psychological needs and the expectation of the guests

or customers. Hospitality industry is however dedicated for the production of the quality
products and assuring the standard service provided to the clients which is known as the
catering industry.
The word catering is derived from the word “cater” which means to serve. In broad
sense this industry is often called as the Hospitality Industry which basically deals with
the service of food and beverage along with the accommodation facilities round the
clock for the people of all the ages, races, creeds and from, all works of life. The
catering establishment is understood as the organization providing food and beverage
with the prime objectives to satisfy the customers, which basically involves the two
aspects¬- first is the food and beverages and the second is the services. But in the
modern concept of catering, catering is not understand and focused in the service of food
and beverage; it also involves a full consideration on creating the ambiance and
environment to entertain the customers. It is the real fact that the customers not only
order food and beverage simply for the consumption, they are however in search or seek
for the pleasure and relaxed environment with the hospitality service.
Hospitality is the relationship between guest and host, or the act or practice of being
hospitable. Specifically, this includes the reception and entertainment of guests, visitors,
or strangers, resorts, membership clubs, conventions, attractions, special events, and
other services for travelers and tourists. Hotel, motels, inns, or such businesses that
provides transitional or short-term lodging, with or without food. The hospitality
industry consists of broad category of fields within the service industry that includes
lodging, restaurants, event planning, theme parks, transportation, cruise line, and
additional fields within the tourism industry.
NIRAJ G.C T.JOHN COLLEGE, BANGLORE 10 | P a g e

The advantage of hospitality industry is that, they afford to provide the full service to their
customers. For example, many hotels or resorts are around-the-clock, provide 24-hour
operations and staffs are required to work varied shifts and extended hours for their customer
satisfaction. Its means they provide the services for their clients all the time. Without bothering
the time of the clients ask for the service. For example if any of the clients need foods or any
other service at midnight means they can provide all the service to them without any further
adore. Besides that, pressure, high standards and deadlines also a disadvantages of the
hospitality industry. Working for demanding clients and management is not the downside of
working in hotels - for it is what the industry is all about - but you may find that the pressure of
guest and management expectations are more stressful than you ever imagined. Pressure and
deadlines are intrinsic elements of the industry and the best hotel workers thrive on conquering
the challenges and obstacles placed in the way of personal and company objectives.
Introduction of hotel industry
DEFINITION OF A HOTEL:-
A hotel is an establishment that provides lodging paid on a short-term basis. The provision of
basic accommodation, in times past, consisting only of a room with a bed, a cupboard, a small
table and a washstand has largely been replaced by rooms with modern facilities, including en-
suite bathrooms and air conditioning or climate control. Additional common features found in
hotel rooms are a telephone, an alarm clock, a television, a safe, a mini-bar with snack foods
and drinks, and facilities for making tea and coffee. Luxury features include bathrobes and
slippers, a pillow menu, twin-sink vanities, and Jacuzzi bathtubs. Larger hotels may provide

additional guest facilities such as a swimming pool, fitness center, business center, childcare,
conference facilities and social function services.
ORIGIN OF THE HOTEL INDUSTRY:-
The hotel industry is perhaps one of the oldest commercial endeavors in the world. The
emergence of the hotel as a significant commercial induction, however, is a development of the
past few centuries and may be traced by example in the U.S. The location of the hotel had
always been related to the transportation available. During colonial time’s hotel were usually
situated in seaport towns, but by the 18th centuries, when his stagecoach had increased travel
within the U.S. Many inns and taverns were constructed to offer lodgings along highway routes.
After the construction of railway in the 19th centuries, largest hotels were built near railroad
stations to accommodate railway travelers. Standards of comfort rose and service appreciable
and the large cities the types of lodging provided by some hotel and become luxurious. The old
Walorf Astoria hotel in New York City and the brown palace in Danvers Colorado, were among
the first such luxury hotels. But there rates were too high for the average travelers. Shortly
before World War Ist, larger hotel offering many services at prices within the reach of middle-
income group were constructed.
CLASSIFICATION OF HOTEL
Hotel can be classified into different categories or classes, based on their operational criteria.
For example the type of accommodation they provide, location of the property, type of services
provided, facilities given and the clientele they cater to can help categories hotels today.
Hotels today are basically classified into the following categories:

1. Market segment:
 Economy / limited services hotel
 Mid-market hotel
 All-suite hotels
 Time-share hotels
 Condotel / Condominium
 Executive hotels
 Luxury / Deluxe hotels
Property type:
 Traditional hotel
 Motels
 Bread and breakfast inns
 Commercial hotel
 Chain hotel
 Casino hotel
 Boutique hotels
 Resorts
 Spa’s
 Conference resorts
2. According to size

 Small hotels [150 rooms]
 Medium hotels [up to 299rooms]
 Large hotels [up to 600rooms]
Other classification can be based on:
a) Market segment
b) Property type
c) Size
d) Level of services
e) Owner ship and application
f) Plans
g) Type of patronage
h) Length of guest stay
i) Location etc. …
MARKET SEGMENT
Economy hotel:
It provides efficient sanity private rooms with bath. The furnishing and decor are
Acceptable to majority of travelers. Food and beverage service may or may not be Available.
Mid-market hotels:
They offer comfortable accommodation with private on premises bath. Food and
Beverage services and uniformed bell staff. They offer above average luxury.

All-Suite hotels:
It offers separate sleeping and living areas along with a kitchenette and a stocked bar, and offer
class service.
First class hotels:
They are luxury hotels with exceptional decor better than average food and beverage service,
uniformed bell services. They often have 2 or 3 dining rooms, swimming pool, spas etc.
Deluxe hotels:
They are better and offer more specialized services than first class hotels. They also provide
limousine services.
PROPERTY TYPE
Traditional hotels:
They have the basic concept of rooms with breakfast, baggage team services and the
Other usual services.
Motels:
They are located on highways. Guest is given parking right outside their rooms.
The usually have a gas station / workshop attached to them.
Resorts:
They are usually situated in tourist locations like on rivers, mountains, jungles, or
The sea. They give more privilege to sports activities leisure and re-creation activities like
manages, sightseeing, adventure sports, etc.
Resident hotels:
Where guest stay for longer duration, stay like weeks, months even years.

Casino hotels:
They are hotels usually in tourist spots and mainly cater to people who are on
Holidays. Casino hotels like the name suggest offer gambling facilities along with
Accommodations.
SIZE
Small hotel – up to 150 rooms
Medium hotels –150 to 299 rooms
Large hotels – 299 to 600 rooms
Extra-large hotels – above 600 rooms
LEVEL OF SERVICES:
World-class services:
They target top business executives and provide service s that cater to needs of
Such people like lap tops in the rooms, business center, sectarian services.
Mid-range services:
They appeal to the larger segment of traveling public [tourist]. The services
Provided by the hotel are moderate and sufficient to budgeted travelers.
Economy / Limited services hotel:
They provide comfortable and inexpensive rooms and meet the basic requirement
Of the guest. These hotels may be large of small in size depending on the kind of business they
get. The key factor behind the survival of these hotels is that they are priced very low and are in
the budget of most of the travelers.

OWNERSHIP AND AFFILIATION:
Independent hotels:
They have no application with other properties. They have their own management
and are single properties with one owner.
Chain hotels:
They impose certain minimum standards, levels of service, policies and
Procedures to be followed by their entire establishment. Chain hotels usually have
corporate offices that monitor all their properties and one management runs these
Properties. That is all the hotels under the chain are completely owned and run by the chain
itself.
Franchisee hotels:
The franchisee grants the entities, the right to conduct business provided they
Follow the established pattern of the franchisee, maintains their standards, levels of
Service, practice their policies and procedures.
Star category of hotels [India]
One star [*]
Two star [**]
Three star [***]
Four star [****]
Five star [*****]
Five star deluxe [***** deluxe]

THREE STAR CATEGORIES:
For a hotel to be recognized as a three star property the architectural features and general
features of the building should be very good there should be adequate parking facilities. At least
50% of the rooms must be air-conditioned. Also the ambience and decor of the place must be
ecstatic.
FIVE STAR CATEGORIES:
Five star category is only allotted to properties, which have all the qualities of a three star
property and a few additional. Like the entire property must be centrally air conditioned.
The building of the property must be an attractive one. All the rooms must be spacious. The
property must have proper banqueting facility, business center. Proper and well-maintained pool
and health club a spa is optional.
The property must have 24 hour coffee shop, round the clock room service, a bar, and a
minimum of 1 gourmet restaurant. The staff must be highly trained and a degree of
specialization must be shown. State of art Equipment’s must be used and the facility provided in
the rooms must be sophisticated.
FIVE STAR DELUXE CATEGORIES:
They are more or less like five star properties with the only difference is that they are on a
larger scale. Five star deluxe properties maintain a very high staff to guest ratio and very high
levels of service is maintained. They in addition to five star properties have5 to 7 dining rooms,
a bar, 24-hour coffee shop, banqueting facility. Spas, fitness centers, business centers etc.

Tourism
Tourism is a dynamic and competitive industry that requires the ability to adapt
constantly to customers' changing needs and desires, as the customer’s satisfaction, safety and
enjoyment are particularly the focus of tourism businesses.
Tourism is the travel for recreational, leisure, family or business purposes, usually of a limited
duration. Tourism is commonly associated with trans-national travel, but may also refer to
travel to another location within the same country. The World Tourism Organization defines
tourists as people "traveling to and staying in places outside their usual environment for not
more than one consecutive year for leisure, business and other purposes.
Tourism has become a popular global leisure activity. Tourism can be domestic or international,
and international tourism has both incoming and outgoing implications on a country's balance of
payments. Today, tourism is a major source of income for many countries, and affects the
economy of both the source and host countries, in some cases it is of vital importance. They
travel to places on the world heritage list.
Types of tourism
Outbound Tourism
Outbound tourism is what you may be most familiar with. It involves the people
going from British Columbia to other provinces, territories or countries. For example, going to
Hawaii for a holiday is considered outbound tourism.

Inbound Tourism
The tourists coming to BC from other places are called inbound tourists. BC
competes in a global market to attract tourists from the United States, Japan, Germany and
many other countries. The industry also implements marketing campaigns aimed at attracting
travellers from other parts of Canada, as well as from within British Columbia.
Domestic Tourism
Approximately half of the tourists in BC each year are actually from within the
province. BC Stats and Destination BC consider those travelling beyond their usual
environment (typically more than 80 km from home) for business or for pleasure to be tourists.
Tourism Sectors
There are different ways to measure the size of the tourism industry, as tourism
does not conform to the usual ways that industries are defined, such as manufacturing, forestry
and other industries. Tourism constitutes a wide variety of sectors that provide diverse products
and services to visitors. However, these businesses also provide products and services to local
residents.
The tourism and hospitality industry in British Columbia employs 274,000 people on a full
year equivalent basis, in diverse sectors such as transportation, travel services, recreation and
entertainment, accommodation and food and beverage services. The industry represents
approximately 12% of the total BC workforce. Of these 274,000 workers, approximately half
(127,000) are employed directly as the result of the $13.5 billion in tourist spending in the
province each year.

World Tourism
Tourism is the travel for recreation, leisure, religious, family business purposes, usually of a
limited duration. Tourism is commonly associated with trans-national travel, but may also refer
to travel to another location within the same country. The World Tourism
Organization defines tourists as people "traveling to and staying in places outside their usual
environment for not more than one consecutive year for leisure, business and other purposes".
Tourism has become a popular global leisure activity. Tourism can be domestic or international,
and international tourism has both incoming and outgoing implications on a country's balance of
payments. Today, tourism is a major source of income for many countries, and affects the
economy of both the source and host countries, in some cases it is of vital importance.
Significance of tourism
Strand orb chairs on Usedom Island, Germany. Not only the service sector grows thanks to
tourism, but also local manufacturers (like those producing the strand orb), retailers, thereal
estate sector and the general image of a location can benefit a lot.
Tourism is an important, even vital, source of income for many countries. Its importance was
recognized in the Manila Declaration on World Tourism of 1980 as "an activity essential to the
life of nations because of its direct effects on the social, cultural, educational, and economic
sectors of national societies and on their international relations.

World’s top 10 tourism destinations
The World Tourism Organization reports the following ten countries as the most visited in
terms of the number of international travelers in 2013.
Internationa Change Change

International
l (2012 (2011
UNWTO tourist
Rank Country tourist to to
]
Region arrivals
arrivals 2013) 2012)
(2012)
(2013) (%) (%)
1 France Europe 84.7 million 83.0 million 2.0 1.8
United North
2 69.8 million 66.7 million 4.7 6.3
States America
3 Spain Europe 60.7 million 57.5 million 5.6 2.3
4 China Asia 55.7 million 57.7 million 3.5 0.3
5 Italy Europe 47.7 million 46.4 million 2.9 0.5
6 Turkey Europe 37.8 million 35.7 million 5.9 3.0
7 Germany Europe 31.5 million 30.4 million 3.7 7.3

Internationa Change Change
International
l (2012 (2011
UNWTO tourist
Rank Country tourist to to
]
Region arrivals
arrivals 2013) 2012)
(2012)
(2013) (%) (%)
United
8 Europe 31.2 million 29.3 million 6.4 0.1
Kingdom
9 Russia Europe 28.4 million 25.7 million 10.2 13.5
Tourism in India
The tourism industry of India is economically important and is growing rapidly. The World
Travel & Tourism Council calculated that tourism generated INR6.4 trillion or 6.6% of the
nation's GDP in 2012. It supported 39.5 million jobs, 7.7% of its total employment. The sector
is predicted to grow at an average annual rate of 7.9% from 2013 to 2023. This gives India the
third rank among countries with the fastest growing tourism industries over the next decade.
[2] India has a large medical tourism sector which is expected to grow at an estimated rate of
30% annually to reach about ₹ 95 billion by 2015.

Chapter: 2
SCOPE,
OBJECTI
VE,
LIMITAT
ION,
METHOD
OLG

Scope:-To learn more about the Hotel Industry, for improve or growth of the knowledge, this
training has made me work individually in future as well as built a self-confidence, which will
bring a great success in my future.
Objectives
 To study the systems and procedures followed for different activities.
 To study the manpower requirements.
 To briefly explain the information systems used in various departments.
 To study the purpose, role and functions of each department in detail. To study the
operational aspects of the hotel.
 To collect information regarding the management system of the hotel.
 To study the system and procedure of each department in the hotel.
 To study the staffing of the hotel.
Methodology
Primary Data: - These are the reference were observed directly from different departments
during the industrial training period with the help of hotel staff who helped me to know about
the hotel.

Secondary Data:-References were taken from books, journals and summer vacation training
reports of students. Referring different notes from the library and magazines and from the
faculty members of the department of the hotel management. Information was also gathered
from vouchers, brochures and pamphlets and internet.
LIMITATION
 Details of all the departments were not completed on time due to time restraints.
 Some of the important financial aspects that pertain to the hotel were not given out due
to the policy of the management.
 Some of the problems given by the staff were not accurate.
OTHER AIMS AND OBJECTIVES
 To provide a common platform or place for meeting of the members of
Association for the purpose of discussion of common problems,
advancement of hotel. Tourism & Travel Welfare ideas, for the protection of
members interest.
 To develop Tourism industry as a whole inside and outside the State and to
develop national & international tourism in India & abroad wherever felt
necessary.
 To provide diffusion of knowledge about Hotel business among the
members and inter-change of the ideas between members of same nature of
organization.

 To acquire and take over any immovable or movable properties of nature, if
offered or found sick to expand the very objectives of the association.
 To maintain, deal with and manage the said movable and immovable
properties for the interest of the association.

CHAPTER 3
PROFILE
OF THE
PLACE &
HOTEL

“QUEEN OF HILL” SHIMLA
Shimla in British Indian orthography, Shimla, is the capital city of the Indian state of
Himachal Pradesh, located in northern India. Shimla acts as a hub for India's tourism sector.
In 1864, Shimla was officially designated the summer capital of British India, succeeding
Murree, northeast of Rawalpindi. After independence, Lahore was given to Pakistan and Shimla
became the capital of Punjab and was later the capital of Himachal Pradesh. After re
organization, the Mahasu district and its major portion was merged with Shimla. Its name is
derived from the goddess Shyamala Devi, an incarnation of the Hindu goddess Kali. Shimla
historically contained the 19 hill states of Baghal, Baghat,Balsan, Bashahr, Bhajji, Bija, Darkoti,
Dhami, Jubal, Keonthal, Kumharsain, Kunihar, Kuthar, Mahlog, Mangal, Nalagarh
(Hindur),Sangri and Tharoch.
History
The vast majority of the area occupied by the present-day Shimla city was dense forest during
the 18th century. The only civilization consisted of the Jakhoo temple and a few scattered
houses. The area was called 'Shimla', named after a Hindu goddess, Shyamala Devi, an
incarnation of Goddess Kali.
The bridge connecting Shimla with Chhota Shimla, originally erected in 1829 by Lord Comber
mere, Shimla, 1850s

In 1832, Shimla saw its first political meeting: between the Governor-General William
Bentinck and the emissaries of Maharaja Ranjit Singh. In a letter to Colonel Churchill, he
wrote:
“ Shimla is only four days march from Loodianah (Ludhiana), is easy of access, and
proves a very agreeable refuge from the burning plains of Hindoostaun (Hindustan). ”
The area of present-day Shimla was ruled by Bhimsen Thapa of Nepal in 1806. The British East
India Company took control of the territory as per the Sugauli Treaty after the Anglo-Nepalese
War (1814–16). In a diary entry dated 30 August 1817, the Gerard brothers, who surveyed the
area, describe Shimla as "a middling-sized village where a fakir is situated to give water to the
travelers". In 1819, Lieutenant Ross, the Assistant Political Agent in the Hill States, set up a
wood cottage in Shimla. Three years later, his successor and the Scottish civil servant Charles
Pratt Kennedy built the first pucca house in the area, near what is now the Himachal Pradesh
Legislative Assembly building. The accounts of the England-like climate started attracting
several British officers to the area during the hot Indian summers. By 1826, some officers had
started spending their entire vacation in Shimla. In 1827, Lord Amherst, the Governor, visited
Shimla and stayed in the Kennedy House. A year later, Lord Comber mere, the Commander-in-
Chief of the British forces in India, stayed at the same residence. During his stay, a three-mile
road and a bridge was constructed near Jakhu. In 1830, the British acquired the surrounding
land from the chiefs of Keonthal and Patiala in exchange for the Rawin pargana and a portion of
the Bharaulipargana. The settlement grew rapidly after this, from 30 houses in 1830 to 1,141
houses in 1881.

Subsequently, several roads were widened and the construction of the Hindustan-Tibet
road with a 560-feet tunnel was taken up in 1851-52. This tunnel, now known as the Dhalli
Tunnel, was started by a Major Briggs in 1850 and completed in the winter of 1851-52. ]
The 1857 uprising cause a panic among the European residents of the town, but Shimla
remained largely unaffected by the rebellion.
During the "Hot Weather", Shimla was also the Headquarters of the Commander-in-Chief,
India, the head of the Indian Army, and many Departments of the Government. The summer
capital of the regional Government of the Punjab moved from Murree, in modern-day Pakistan,
to Shimla in 1876. They were joined by many of the British wives and daughters of the men
who remained on the plains. Together these formed Shimla Society, which, according to
Charles Allen, "was as close as British India ever came to having an upper crust." This may
have been helped by the fact that it was very expensive, having an ideal climate and thus being
desirable, as well as having limited accommodation. British soldiers, merchants, and civil
servants moved here each year to escape from the heat during summer in the Indo-Gangetic
plain. The presence of many bachelors and unattached men, as well as the many women passing
the hot weather there, gave Shimla a reputation for adultery, and at least gossip about adultery:
as Rudyard Kipling said in a letter cited by Allen, it had a reputation for "frivolity, gossip and
intrigue
The 500 feet (150 m) Lower Bazaar tunnel was built in 1905 and christened Khachhar Surang.
The Elysium tunnel (now known as the Auckland Tunnel), about 120 feet (37 m) in length was
also built in 1905.

After independence the Chief Commissioner's Province of H.P. came into being on 15 April
1948 as a result of integration of 28 petty princely states (including feudatory princes and
zaildars) in the promontories of the western Himalaya, known in full as the Shimla Hills States
& four Punjab southern hill States by issue of the Himachal Pradesh (Administration) Order,
1948 under Sections 3 & 4 of the Extra-Provincial Jurisdiction Act, 1947 (later renamed as the
Foreign Jurisdiction Act, 1947 vide A.O. of 1950). The State of Bilaspur was merged in the
Himachal Pradesh on 1 April 1954 by the Himachal Pradesh and Bilaspur (New State) Act,
1954. Himachal became a part C state on 26 January 1950 with the implementation of
the Constitution of India and the Lt. Governor was appointed. Legislative Assembly was elected
in 1952. Himachal Pradesh became a Union Territory on 1 November 1956. Following area of
Punjab State namely Shimla, Kangra, Kulu and Lahul and Spiti Districts, Nalagarh tehsil of
Ambala District, Lohara, Amb and Unakanungo circles, some area of Santokhgarhkanungo
circle and some other specified area of Una tehsil of Hoshiarpur District besides some parts
of Dhār Kalan Tehsil of Pathankot District; were merged with Himachal Pradesh on 1
November 1966 on enactment of Punjab Reorganizations Act, 1966 by the Parliament. On 18
December 1970, the State of Himachal Pradesh Act was passed by Parliament and the new state
came into being on 25 January 1971. Thus Himachal emerged as the eighteenth state of the
Indian Union.
Pre-independence structures still dot Shimla; buildings such as the former vice regal Lodge,
Auckland House, Christ Church, Gorton Castle, Shimla Town Hall and The Gaiety Theatre are
reminders of British rule in India. The original Peterhoff, another Viceregal residence, burned
down in 1981. British Shimla extended about a mile and a half along the ridge between Jakhoo
Hill and Prospect Hill. The central spine was The Mall, which ran along the length of the ridge,

with a Mall Extension southwards, closed to all carriages except those of the Viceroy and his
wife.

Temples and famous places of Shimla
1. Jakhoo Hill
Situated 2 km from Shimla, Jakhoo Hill is the highest peak in the entire hill station offers scenic
view of the city and snowcapped Himalayan Mountains. The 8000 feet Jakhoo Hill is a famous
tourist attraction that is visited by nature lovers and pilgrims as well. It is home to the ancient
Jakhoo Temple, which has a large statue of Hanuman, its chief deity. Located at an altitude of
8500 feet above sea level, the 108 feet tall statue has sensors to drive away the birds.
2. The Ridge
At the center of the town is The Shimla Ridge, which offers spectacular views of the mountain
peaks of the land. The Ridge is a spacious open space that runs from east to west along the

Mall, which is yet another famous tourist destination. It connects to the Scandal point on the
west. If you love the view of mountains, this is your dream destination. The marvelous view of
snow-clad mountain ranges spellbinds you. The mountains apart, you get to view Christ Church,
an ancient church that displays the power of Neo-Gothic architectural brilliance and Tudor
Library, another popular attraction. You also get to have an excellent view of the Mall located
beneath the Ridge
3. The Shimla State Museum
The Shimla State Museum is situated at the top of Mount Pleasant. Also known as Himachal
State Museum and Library, it was built in the year 1974. It was constructed to preserve the
cultural richness of the state and to record its rich past. The colonial style building amidst
marvelous lawns in itself is an inspiring sight. It gives you an in depth view of the city’s
glorious past.
4. Summer Hill

Summer Hill is also called as Potter’s Hill. In the past, this was where potters used to gather
clay to make pots. At a height of 1283 meter above sea level, Summer Hill offers spectacular
views of the valley and the greenery around. It is 5 km from the famous Ridge, which is
frequented by tourists in great numbers. The hill is a part of a cluster of seven hills, which form
Shimla and hence you are sure to have breathtaking sights from the top.
5. Daranghati Sanctuary
Located 150 kms from Shimla, Daranghati Sanctuary spread over 167.40 km, is one of the most
important tourist attractions. It is in the upper area of Shimla. It was a hunting reserve in the
past for Rampur Bushahr royal family. This forest area rich in wild life was notified in the year
1962 as a sanctuary
6. Indian Institute Of Advanced Study

The Indian Institute of Advanced Study is housed in the famous Viceregal Lodge situated on
top of the Observatory Hill. Viceregal Lodge is also called Rashtrapati Niwas. The building was
constructed between 1880 and 1888 during British reign. The year 1965 saw the establishment
of Indian Institute of Advanced Study here by Dr.Radhakrishnan.
7. Annandale
Annandale, also referred to as Annandale, is one of the star attractions of Shimla. It is around 4
kms from the Ridge. This flat terrain was once the playground for the British, who played
cricket and polo here. Racing was also a popular sport conducted here. Now, the racecourse is
converted into a small golf course, which is also used as a heli-pad.
8. Naldehra And Shaily Peak
Naldehra is a picturesque hill station at 2044 m altitude above sea level. The irresistible natural
richness made Lord Curzon establish a golf course here. Dense deodar trees and stunning
greenery create magic in the atmosphere. The snow-clad Himalayan Mountains are a delight to
watch from here. It is so serene and calm that you would hear the sounds of the winds. You can
go on horseback to cover the forest area. One of the advantages of horse riding is that you get to

go a bit deep inside the forests. You would love watching sunrise and sunset from Naldehra. In
short, this is a perfect place to unwind.
9. Chadwick Falls
Situated 7 kms from Shimla and falling from an altitude of 1586 meters, Chadwick Falls is
amongst the major attractions in the land. It is also easily accessible from Summer Hill. If you
love walking, you will find the 45-minute walk to Chadwick Falls from Summer Hill to be
enchanting.
10. kufri
Kufri is located 19 kms away from Shimla. At an altitude of 2510 meters and in the Himalayan
foothills, the hill station delights nature lovers and adventurers alike. Kufri along with some
places around Shimla once belonged to the Nepal kingdom.
Geography
Shimla lies in the south-western ranges of the Himalayas at 31.61°N 77.10°E. It has an average
altitude of 2,206 meters (7,238 ft.) above mean sea level and extends along a ridge with
seven spurs. The city stretches nearly 9.2 kilometers (5.7 mi) from east to west.] There are no
bodies of water near the main city and the closest river, the Sutlej, is about 21 km (13 mi) away.

Other rivers that flow through the Shimla district, although further from the city, are the Giri,
and Pabbar (both tributaries of Yamuna). The green belt in the Shimla planning area is spread
over 414 hectares (1,020 acres) The main forests in and around the city are
of pine, deodar, oak and rhododendron.
Environmental degradation due to the increasing number of tourists every year without the
infrastructure to support them has resulted in Shimla losing its popular appeal as an
ecotourism spot. Another rising concern in the region are the frequent number of landslides that
often take place after heavy rains.
Climate
Shimla features a subtropical highland climate (Cwb) under the Köppen climate classification.
The climate in Shimla is predominantly cool during winters, and moderately warm during
summer. Temperatures typically range from −4 °C (25 °F) to 31 °C (88 °F) over the course of a
year.]The average temperature during summer is between 19 and 28 °C (66 and 82 °F), and
between −1 and 10 °C (30 and 50 °F) in winter.
Demographics
Religion in Shimla
Religion Percent
Hinduism 79%
Others 21%
As per provisional data of 2011 census Shimla urban agglomeration had a population of
171,817, out of which males were 94,797 and females were 77,020. The literacy rate was 94.14
per cent]

The unemployment rate in the city has come down from 36% in 1992 to 22.6% in 2006. This
drop is attributed to recent industrialization, the growth of service industries, and knowledge
development. 84% of the population of Shimla city is literate, compared to 80% in Shimla
district and 83.87% in the entire state[ The majority of Shimla's population consists of natives
of Himachal Pradesh.
Culture
A folk celebration in Shimla Stained glass windows at Christ Church (1850)
Shimla.
The people of Shimla are informally called Shimlaites. With largely cosmopolitan crowds, a
variety of festivals are celebrated here. The Shimla Summer Festival, held every year during
peak tourist season,[44] and lasting 3–4 days, is celebrated on the ridge. The highlights of this
event include performances by popular singers from all over the country. The Mall The Ridge
Tudor bethan Vice regal Lodge Indian Institute of Advanced Study Kufri The Ridge sulphu r
Satluj The Shimla Ice Skating Club, which manages the rink, hosts a carnival every year in
January, which includes a fancy dress competition and figure skating events. Due to effects of
global warming and increasing urban development in and around Shimla, the number of
sessions on ice every winter have been decreasing in the past few years.

Shimla has many temples and is often visited by devotees from nearby towns and cities. The
wood has been extensively used in building the temples and palaces of Shimla. The various
kinds of arts and crafts of Shimla made out of wood includes small boxes, jewelries’, fruit
bowls and other image carvings.
Transport
Local transport in Shimla is by bus or private vehicles. Buses ply frequently on the circular road
surrounding the city center. Heavy local transport can be seen between Shimla and its major
suburbs which include Sanjauli, Kasumpti, Summer Hill, Totu, and New Shimla. Tourist taxis
are also an option for out of town trips. Locals typically traverse the city on foot. Private
vehicles are prohibited on the mall, ridge, and nearby markets. Due to narrow roads and steep
slopes, the auto rickshaws common in other Indian cities are largely absent.
Road
Shimla is well-connected by road. National Highway 22 (NH 22) connects Shimla to the nearest
big city of Chandigarh. Shimla is connected by road to all the major towns. Distance between
major towns and Shimla:
 Kalka: 90 km
 Chandigarh: 120 km
 Ambala: 152 km
 Patiala: 172 km
 Amritsar: 342 km
 Delhi: 380 km

 Dehradun: 227 km
 Jammu: 482 km
 Agra: 568 km
Air
Shimla Airport is at Jubbarhatti, 23 kilometers (14 mi) from the city. ]Currently, there are no
regular commercial flights to the city. Nearest major airport is Chandigarh Airport in
Chandigarh about 116 km away.
Rail
The scenic Kalka Shimla Railway, a narrow gauge track, is listed in the Guinness Book of
Records for the steepest rise in altitude in a distance of 96 km.[54] Kalka, the plains rail
terminus, has daily departures to major Indian cities. The city boasts a total of three railway
stations with Shimla,
Area
5,131 Sq. km.
Area of Shimla City
18 Sq. km.
Other sight – seeing options
 Jutogh: Located just 8 km away from the city Centre, this army cantonment is near
Totu, an important suburb of Shimla city.

 Shimla State Museum: The Museum, which was opened in 1974, has tried to protect
hill-out and the cultural wealth of the state. There is a collection of miniature Pahari
paintings, sculptures, bronzes wood-carvings and also costumes, textiles and jewellery
of the region.
 Summer Hill: Situated at a distance of 5 km from The Ridge is the lovely township
of Summer Hill, at a height of 6,500 ft. on the Shimla-Kalka railway line. Mahatma
Gandhi lived in these quiet surroundings during his visits to Shimla. Himachal Pradesh
University is situated here.
 Tara Devi: 11 km from the Shimla bus-stand. Tara Devi hill has a temple dedicated to
the goddess of stars on top of the hill. There is a military Dairy Town here as well as the
headquarters of Bharat Scouts and Guides.
 Anand Vilas: Midway between Shimla and Junga. "Sarva Dharma Mandir", Temple
of all Faiths, is a spiritual group dedicated to Mother Nature. Thousands of visitors and
devotees come here every year. There is an "Art is Values" school with students from
all over India. Classes are provided free of cost.
 Totu: A major developing suburb of Shimla on NH-88. Houses Jutogh railway station
&HimFed under Govt. of Himachal Pradesh.
 Chharabra: 13 km from Shimla on route to Kufri.
EVENTS
Shimla Events are events of great pomp and gaiety. Shimla events attract visitors from all over
India and abroad. Shimla events occur all the year around. All the major Indian festivals like

Rakhi and Diwali are celebrated in Shimla. A summer festival is held in the month of June,
when cultural programs are performed by Himachal is from all over the state. The cultural
programs are a testimony to the cultural depth and richness of the local HimachaL population.
The calendars of major Shimla events are as follows:
 February: Shivratri Fair- It is an assembly of hundreds of local deities and consists of
cultural programs in the evening. There are exhibitions and trade of different items. It
attracts Indian as well as international visitors. Shivratri Fair is full of colors and
pageantry.
 February/March: Rafting Cup-Rafting Cup involves racing from Pandora to Tattapani.
Pandora is 70 kilometers distant from Shimla. Teams from different countries participate
in the event
 March: Nalwari Mela –Nalwar iMela is a traditional fair. The fair is held for wrestling,
cultural events, cattle fair and trading activities
 Baba Nath Fair: This event occurs from 14th March to 13th April. Pilgrims from all
over the country and the world visit Baba Nath Fair to invoke his blessings.
 Spring Festival: Spring Festival is held from the 28th of April to 30th of April every
year. It showcases the folk music and dances of Himachal Pradesh

The history of Radisson® dates back to 1909 when the first Radisson hotel, named after famous
French explorer Pierre Radisson, opened in Minneapolis, MN. In 1962 the Radisson was

acquired by Curt Carlson, a Minneapolis businessman and entrepreneur. Carlson had rocketed
to national prominence in the 1940s and 50s with his successful Gold Bond Stamp Company,
which pioneered the concept of customer loyalty programs.
Over the brand’s rich legacy, they’ve launched many firsts including the first American brand in
the U.S.S.R, the first travel agency loyalty program, look to book®, and one of the first
partnerships across the Atlantic between Radisson and Rezidor. The Radisson brand is one of
the oldest upscale brands in the United States.
History
The year was 1909. William 1 Taft was President of the United States, Adolph 0. Eberhart was
Governor of Minnesota, and James Clark Haynes was Mayor of Minneapolis. Robert F. Peary
had reached the North Pole, and the Pittsburgh Pirates, led by Honus Wagner, would beat Ty
Cobb's Detroit Tigers in that year's World Series. The City of Minneapolis had just inched over
the 300,000 mark in population. In downtown Minneapolis, business was booming. George
Draper Dayton's Six-year old dry-goods store on the corner of Seventh Street and Nicollet
Avenue was typical of the up-and-coming commercial establishments growing prosperous in
the Loop. His soon-to-be-famous retail store (now a division of the mighty Dayton-Hudson
Corporation) was constructed on the site of the Westminster Presbyterian Church, once a
Minnesota landmark, which had been destroyed by fire in 1895.
Daily, it seemed, more businesses and more people looking to do business were moving into the
"Mill City," so called because of the large number of lumber and flour mills located on the

Mississippi River at the edge of downtown. The Cadwallader Washburn Mill (forerunner of
today's General Mills Corporation) had opened in 1866 and was joined by the likes of the
Pillsbury Company, which opened the largest flour mill in the world here in 188l.
In fact, the city's population increased by 100,000 between 1900 and 1910. Seventh Street
between Nicollet and Hennepin avenues was bustling. Horse-drawn conveyances vied for
predominance with growing numbers of motor cars on the cluttered downtown streets. Two
vaudeville palaces - featuring both matinee and evening performances - flourished. They were
the Seventh Street Orpheum and the Miles Theatre (later called the Century.) Men's shirts were
selling for $1.50 at the time, and coffee went for 25 cents a pound.
Nineteen-hundred-nine was also the year that one of the nation's most luxurious and talked-
about hotels-the Radisson - opened its doors next to Dayton's emporium on Seventh Street. It
would be its designers promised, "the finest hotel between Chicago and the West Coast:" The
Radisson would replace the renowned West Hotel at Fifth and Hennepin as the hospitality and
social center of Minneapolis.

THE CARLSON GROUP
Carlson (often referred to by its previous name Carlson Companies) is an American privately
held international corporation in the hotel and travel industries. Headquartered in Minnetonka,
Minnesota, a Minneapolis suburb, Carlson brands and services, including franchised operations,
employ more than 175,000 people in more than 160 countries and territories. The company's
2012 sales, including those from franchised operations, totaled $37.6 billion. It is one of the
largest family-held corporations in the United States
History
Carlson was founded in 1938 as the Gold Bond Stamp Company by Curt Carlson, who used a
$55 loan to start his venture. Founded during the Great Depression, Mr. Carlson used "Gold
Bond Stamps", a consumer loyalty program based on trading stamps, to provide consumer
incentive for grocery stores.
Gold Bond stamps were used as customer incentives in many supermarkets and gas stations
(and other businesses) and they could be redeemed for a large array of merchandise, from a set
of steak knives up to a mink coat. During the 1950s, Carlson was the largest supplier of mink
coats in the United States. Sales were brisk until the late 1960s when trading stamps began to
lose popularity.
The company was renamed Carlson Companies, Inc. in 1973 as they diversified into the
hospitality, corporate incentive, and travel industries.

In 1962, Carlson purchased their first Radisson Hotel in Minneapolis. CCI (as it was known
internally) then went on to purchase T.G.I. Friday's in 1975 and Country Kitchen International
in 1977. In 1987, Carlson founded Country Inns & Suites By Carlson. In 2000, Carlson
acquired the Park Plaza and Park Inn brands.
The original Radisson acquisition was a vintage Minneapolis hotel, named for French
explorer Pierre Radisson. Mr. Carlson and nine local businessmen friends bought it jointly, each
holding ten percent. The other owners later dropped out one by one, Curt Carlson buying up
each person's share until he owned the entire hotel. It was demolished in 1982, considered as
being too old and deteriorated to renovate profitably. However, Carlson had built an associated
hotel a few years earlier, the Radisson South in south suburban Bloomington, which was
thriving. That, and the success of a Radisson Inn built near the company headquarters,
motivated Carlson to construct a new Radisson on the downtown site of the demolished hotel.
Thereafter, the chain grew rapidly by franchising the name and taking management contracts for
new hotels throughout the USA.
By the early 1980s, Curt Carlson had acquired over 50 diverse businesses, most of them small
and some not running profitably. Under the administration of president Edwin C. "Skip" Gage,
husband of Curt's younger daughter, the majority of those small enterprises were sold. The
company then purchased the MacDonald Plaid Stamp business (a public company listed on
the New York Stock Exchange) and merged it with the Gold Bond Stamp business to become
the largest trading stamp company in the world.
In 1998, Curtis L. Carlson named his daughter Marilyn Carlson Nelson as his successor; a year
later he died.] Hubert Joly became Carlson's president and chief executive officer in 2008 and

served in this capacity until August 2012, when he was succeeded by Trudy Rautio. Rautio
most previously served as the company's CFO. In May 2013, Diana Nelson assumed the
chairmanship of the board of directors, succeeding her mother, Marilyn Carlson Nelson, who
also continues to serve on board.
THE BRAND CARLSON
Carlson Rezidor Hotel Group is one of the world’s largest and most dynamic hotel companies.
This group have 1,370 hotels in operation and under development in 110 countries and
territories and a powerful set of global brands:
1. RADISSON BLU
2. RADISSON GREEN
4. PARK INN
5. COUNTRY INNS & SUITES
6. RADISSON RED
1. RADISSON BLU

Radisson hotel one of the leading hospitality and first class industry in the
world. Radisson blu was establish with new room concept, new restaurant concept and a series
of new service concepts focusing on the guest experience . Radisson blu providing world class
service to the guest . Radisson have 150 properties in 40 countries with world class service and
guest satisfaction
2. PARK PLAZA
Park Plaza hotel & Resorts is a worldwide brand of 39 hotels operating in Europe, the Middle
east, the united states and Asia. Park Plaza was established in 1989 and Park Plaza Mandarin
Eindhoven is the first hotel opned. Park Plaza providing luxury service to upper midscale hotel
brand for business and leisure travelers. This hotel are located in city centers worldwide.
3. PARK INN

Park Inn by Radisson is a fresh and energetic mid market hotel brand offering friendly and
welcoming hospitality and also a vibrant, friendly environment that provides both business and
leisure travelers with the affordable hotel experiences they desire. Park Inn has more than 140
hotels across the worldwide.
4. COUNTRY INNS & SUITES
Country Inns & Suites By Carlson provide a caring, consistent and comfortable hospitality
experience, all delivered with a touch of home. Welcoming and genuine, with a Friends Hosting
Friend service philosophy and amenities and services that are beyond expectations, it is not
surprising that Country Inns & Suites delivers high levels of guest satisfaction.
5. RADISSION RED

This is a new brand by Carlson , a whole new segment, launching at 2015.
RADISSON CARING, SHARING ,DARING.
Radisson is contemporary by attitude, socially responsible and service-driven. In simple
terms, we are caring, sharing and daring it’s our heart and core. Radisson great pride in our deep
understanding of how it feels to travel in this increasingly fast forward world, and we are a
brand that’s focused on the art of truly human hospitality. Radisson understands guests as real
people with very real wants and needs, is truly committed to building meaningful, personal
relationships, and has a passion for Yes I Can! SM hospitality.
RADISSON SHIMLA

Radisson Hotels is an international hotel company with more than 990 locations in 73
countries. The first Radisson Hotel was built in 1909 in Minneapolis, Minnesota, US. It is
named after the 17th-century French explorer Pierre-Esprit Radisson. The hotel was purchased
in 1962 by Curt Carlson (1914–1999) and is still owned by the Carlson estate.
Radisson Jazz Hotel, a 5 star hotel in Shimla, possessed by the Radisson group of hotels.
Located only 26 km from the Jubbar Hatti Airport and ten minutes’ walk able distance from the
Ridge or Scandal Point of Shimla, the Radisson Jass Hotel offers un-matched services and
excellent facilities to its guests. All the facilities are provided for a comfy and memorable stay
to their guests.

Radisson Hotel comprises of 47 deluxe rooms, 4 executive suites and 8 deluxe suites and
almost all the rooms offer a outstanding view of the glorious Himalayan mountains, artistic
green valleys and picturesque dense forests. The well-appointed rooms provide abundant
facilities to their guests like electronic safes, tea/coffee makers, central heating, satellite
television and more.
Radisson Jass Hotel provides recreational facilities such as pool table, kids play room. Services
provided by the hotels are car rental, travel desk, foreign currency exchange, car parking and so
on. Other facilities available in Radisson Jass Hotel, Shimla are round the clock hot and cold
running water with en-suited bath, laundry and dry cleaning facilities, safe deposit locker,
ISD/STD phone service, mini-bar and more.
Radisson Jass Hotel has dining facilities. The Cafe Valley Vue restaurant inside the Radisson
Jass Hotel is considered to be gourmet's paradise as it prepares varieties of delicious Indian and
international cuisine. The Pub of the hotel has good stock of wines and liquors.
Radisson Jass Hotel also offer conference & banquet facilities where the business travelers can
organize meeting. The well-equipped Business Center has all sorts of useful modern amenities
like fax, internet, photo copier, etc.
Pool and Fitness Centre
Take Advantage of This Shimla Luxury Hotel's Pool and Fitness Centre
treat you to an unforgettable stay in Shimla with this luxury hotel's numerous on-site services,

including a state-of-the-art fitness center and a gorgeous outdoor swimming pool. Offering
magnificent views of the Himalaya Mountains, the multi-level pool is the perfect destination for
relaxation and beauty in equal measure. You can also get your heart rate up with lap swimming,
or make use of the advanced exercise equipment available in the fitness center.
The hotel's swimming pool features:
 Changing area and shower
 Lockers
 Separate men's and women's steam rooms
Pool Hours
Daily, 8 a.m.–7 p.m.
The on-site fitness center features:
 Dumbbells
 Stepping cycle
 Treadmill
Fitness Centre Hours
SANSHA SPA
Sansha Spa, located at the Radisson in Shimla, offers a complete Spa Menu that combines the
ancient Indian healing art of Ayurveda with Western spa treatments, Oriental therapies from

Bali, Indonesia and Japan, and exquisite mineral therapies from the Dead Sea. Spa Packages are
also available, so you can rejuvenate your body, mind and spirit with a variety of soothing
techniques.
Spa Hours
Kids' Den
Bring your entire family to the Radisson hotel in Shimla, which offers a fun Kids' Den with
entertainment and games for children of all ages. Here, your kids can enjoy fully engaging
activities to keep them happy for hours.
Have fun with the following activities:
 Carom board
 Chess
 Educational games
 Mini-library
 Movies
 PlayStation 1 system
 Soft

Chapater:4
DEPART
MENT
CLASSIF
ICATION
OF
HOTEL

OPERATIONAL
DEPARTMENTS
CORE ALLIED
ROOM FOOD -HR
DIVISION DIVISION -FINANCE

-MAINTAINANCE
-S & M
-SECURITY
FRONT HOUSE FOOD

FOOD
OFFICE KEEPING PRODUCT
SERVICE
NIRAJ G.C T.JOHN COLLEGE,ION
BANGLORE 60 | P a g e
CORE DEPARTMENT IN HOTEL
Front Office
Introduction
The Front Office in a hotel is the department responsible for the sale of hotel rooms through
systematic methods of reservation, followed by registration and assigning rooms to customers.
The term 'sale of rooms' may appear misleading to those unfamiliar with the industry. 'Sale' here
means the use of hotel rooms at a price. A room is termed 'sold' for the day when a guest leases
the room for stay in the hotel. "Room tariff" i.e. rate charged per room is computed for a
"revenue day" which begins at noon of a particular day and ends at 12.00 hrs. The next day. In
other words room charges are levied for revenue, day which is between noon and noon. Of
course, a room may be sold for half-a-day as well, for which special rates are applicable. Such
rates are referred to as "half-day" rates.
The front office in a hotel holds prime importance in view of the basic nature of business of a
hotel, i.e. to sell rooms. Revenue collected from the sale of rooms contributes to more than 50
per cent of total hotel sales. The profit percentage from sales of rooms is very high. It has a
complementary role of image-building, which is the first and last point of contact of every
guest. If one looks at each component of a front office role, one could have a better perception
of this department. While the title Front Office is a generic term to include a number of

activities, smaller hotels are satisfied to call it simply Hotel Reception. Thus the role of the front
office is thus to reserve, receive, register, assign rooms to guests and act as a continuous source
of information to guests during their stay at the hotel.
Function of front office
The function of front office is to directly get in touch with customers, and is usually the first
place that customers get to when they arrive to the company. The front office can discover
more information about the customer by asking them questions, also helping the customers
out.
The front office receives information about the customers then will pass onto the other
department of the company. The front office can also contact with marketing and sales
department when the customers have questions on it. The company needs to give training to the
front office manager because this position will contact with customers the most.
 Housekeeping Department
The Housekeeping Department in a hotel is responsible for the cleanliness, maintenance and
aesthetic upkeep of the hotel. Just as the nomenclature signifies the role of housekeeping is to
keep a clean, comfortable and safe house. It is an extension of basic home-keeping multiplied
into commercial proportions. Therefore, just as we enjoy keeping a ‘sparkling’ home for
ourselves and guests who visit us at home, the housekeeping department takes pride in keeping
the hotel clean and comfortable, so as to create a ‘home away from home’. In the home, it’s the
lady of the house on whom the mantle of housekeeping falls. It is not surprising that this
tradition extends to hotels as well where the housekeeper is, in most cases a woman.

The concept of housekeeping is simplistic but when one considers maintaining a ‘house’
of several hundred rooms and numerous public areas, the task becomes gigantic. It takes a well
organized approach and technical understanding to enable housekeeping to cope with the
volume of work .A hotel survives on the sale of rooms, food and beverage and other minor
operating services such as laundry, health clubs etc. Of these, the sale of rooms constitutes a
minimum of 50%. In other words, a hotel’s largest margin of profit comes from room sales
because a room, once made, can be sold over and over again. A good hotel operation ensures
optimal room sales to being in the maximum profit.
 The room sale is dependent on, a part form several other things, the quality of room
décor, room facilities, cleanliness of the room and how safe it is. The criteria by which
each guest decides whether a room is good or bad is strictly personal. Since their choice
is varied, the task of appealing to all kinds of guest room becomes overwhelming. To
make a room ‘appealing’ to a guest is the task of housekeeping which has to ensure the
basic human needs of comfort and security.
FUNCTION
As a support center, the main duty of housekeeping department is to maintain the
cleanliness of the hotel, including both back-of-the-house and front-of-the-house
areas.
Setting good standards in room cleaning and public area cleaning can ensure a
comfortable, safe and hygienic environment for hotel guests and staff in the
property

Food and Beverage Service
The food and beverage service department is one of the huge and important profit oriented
department of the hotel. It plays a dominant role in revenue production approximately 30% of
the hotel is generated from the department. This department attracts in house guests as well as
outsiders. These outlets help in forming a reputation of the hotel, and are the important feature
for the hotel’s repeat business for competing with outlets, this department plays vital role, which
considered as a leader with the local an expatriate community and in order increase and
maintain market shares.
A hotel’s main aim is to attract guests, regardless of them being in house guest or the outside
guests, so that the revenue is generated in which food and beverage department has major role
in it. For earning more revenue, this huge department is not only a mean, but also it depends
upon the behavior, character, and quality of staffs. Food and Beverage department occupies an
integral place in any hotel industry which plays a vital role in the profitable of the hotel business
by providing varieties of prepare F&B in the hospitable manner to the house & outside guest.
The word "service" has its own meaning.
S- Smile for Everyone.
E- Excellent in everything.
R- Reaching out to every guest.
V - Viewing everything.
I - Inviting guest to return again.

C- Creating a warm atmosphere.
E- Eye contac
Food and beverage production
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 and 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.
Food production is the major department which attracts the guest by its special cuisines
which has some authentic, delicious and dazzling preparations like Indian cuisine being the
most famous in India for its Mughlai dishes. If one has to sum up regarding food production it is
all about the satisfaction level of guest. The food should be authentically prepared to satisfy the
guest from top to bottom. It should be eye soothing, aromatic, palatable, digestible so that the
guest feel whatsoever he has spend is worth full. production department has various sections
 Continental
 Oriental

 Chinese
 Indian
HOTEL SERVICES DIRECTORY
 Airport Transfers
The hotel offers chauffeur-driven limousines to the airport 24 hours a day. However,
advance bookings are recommended through the travel desk or “At Your Service”.
 Babysitting
Babysitting is available on request through “At Your Service”. However, 24 hours
advance notification of service is requested.
 Baggage Service
Our Concierge Desk located in the Lobby, will be happy to assist you with same day,
overnight or long-term storage of your baggage.
 Banquet Functions
The hotel has 01 meeting venues, fully equipped with the latest technology. We can
comfortably accommodate events of up to 200 people. Please contact our Sales Centre
for further assistance through “At Your Service”
 Breakfast Service
The hotel offers you option for breakfast at “café valley vue”. Please call “At Your
Service” to place your order for breakfast in the room.
 Business Centre

Please refer to the section on the Business Centre in the directory for details on the
facilities offered.
 Car Parking
Connected to the hotel, is an underground car park facility with space for 20 cars, for
your convenience.
 Cashier
Money exchange and cash transactions are available at the Front Desk. The hotel accepts
the following major credit cards: American Express, Diners Club, Visa, Master Card and
JCB. Travelers cheques are welcome, personal cheques are not accepted.
 Check-Out Time
Our Check-Out time is 12 noon. However, if you find this time inconvenient, please
contact the “At Your Service” and every effort shall be made to accommodate your
request. However, depending on hotel occupancy, a charge may be applicable. .
 Computer
The hotel offers in-room High Speed Internet Access which is also available at the
Business Centre. For more information , please contact the “At Your Service”.
 Courier Service
The Business Centre on Lobby level can arrange for mails or parcels to be couriered.
 Credit Cards
All major credit cards such as Visa, Master Card, Diners Club, American Express and
JCB are accepted.
 Currency Exchange

Travelers Cheques in foreign currency can be changed into local currency 24 hours a
day at the Front Desk.
Emergency Plan
A detailed Emergency Plan is located on the back of the entrance door of your room.
Please take a moment to familiarize yourself with this, as it is important and indicates
the nearest fire exists. The hotel is fully equipped and maintained to the standards
followed by the United States, including a full sprinkler system and smoke detector
system. In the event of an emergency, you will be notified via our public address system.
Please refer to the “Emergency & Security” tab in this directory for instructions and
information on emergency situations.
 Information
Located in the lobby, our Concierge Desk staff can provide you with maps and
directions to almost anywhere in Shimla They can also assist you with recommendations
for sightseeing and dining options.
 Internet
We have High Speed Internet Access in all our guest rooms as well as in the Business
Centre and other public areas. There is no option between wired and wireless Internet
connections for your convenience. Please refer the business centre tab for more details.
 Ironing / Pressing Service
Iron and Ironing board are available in your wardrobe. Ironing service is available 24
hours a day.
 Laundry/ Dry Cleaning

Laundry forms and bags are located in the wardrobe of your room. For same day
service, please have your laundry collected before 11:00 a.m. and the items will be
returned to you by 3:00 p.m. Please mark any special instructions on the form and call
for collection at “At Your Service”. Ironing service is available 24 hours, 7 days a week.
 Limousine Service
The hotel has its own fleet of chauffeur-driven limousines with knowledgeable, English
speaking drivers available for you to hire. We would recommend advance bookings
through the concierge Desk or “At Your Service” for the same.
 Mail/ Postage
Postage stamps are available for sale at the Concierge Desk, located on the Lobby Level.
Your incoming mails or parcels will be delivered to your room.
 Mini Bar
Your Mini Bar is re-stocked on a daily basis. Should you require any additional items
please contact “At Your Service”.
 Newspaper
Local, nationl newspapers are delivered to your room every morning,
 Nightly Refresh Service
Nightly Refresh Service is available on request. Please contact “At Your Service” for the
same.
 Non-smoking Rooms and facilities
All in 3 blocks having non smoking zone room and all public areas in the hotel are non
smoking, should you require any assistance, please contact “At Your Service”.
 Overseas Telephone Calls

Please see the Telephone & Internet tab for more details
 Privacy
If you do not wish to be disturbed, please switch on “Do Not Disturb” sign located at the
entrance of the room and inform our “At Your Service”.
 Public Transportation
Please refer to the Local Information & Transportation tab in this directory for
information about public transportation or call the Concierge Desk for more information.
 Restaurant Reservations
The hotel is proud to offer you a wide range of dining and entertainment options. Please
refer to the Restaurants and Lounges section for more information. Restaurant
reservations or enquiries regarding local restaurants can be made at the concierge desk.
 Room service
To embark on a culinary journey in your room, kindly browse through our In-Room
Dining menu and place your order at the “At Your Service”
 Safe Deposit Boxes
Safe Deposit Boxes are located in the wardrobe closet of each guest room. The hotel
management recommends that you use these to keep your valuable belongings. Please
note that the management is not liable for the loss of personal items left in your room..
 Security
The management encourages all guests to double lock/ safety latch their door and use
the door viewer prior to opening the room door. If any matter of concern arises, please
contact “At Your Service”.

 Services for Differently –Able People
Accessible rooms and wheel chairs are available on request. Please contact “At Your
Service” for more information.
 Visitors
For your safety, it is recommended that all visitors register at the Front Desk.
 Voice Mail
If you find the red light on your phone flashing, please push the button marked “Voice
Mail” and follow the instructions. Should you require assistance, please contact “At
Your Service”.
 Wake –up Calls
Wake-up calls can be arranged through “At Your Service” . In the event you awake
early, please cancel your wake-up call to avoid an associate being sent to your room to
ensure that you are awake.
 Weather
 Please contact the “At Your Service” for information in this regard.
Allied Departments in hotel
Human Resource Management
Human Resource Planning (HRP) is the first aspect of human resource process. It is very
commonly understood as the process of forecasting an organization’s future demand for, and of,
the right type of people in the right number. It is only after this that HRM department can
initiate recruitment and selection process.HRP is the sub-system in the total organizational
planning.
HRP is important for:
 The future personnel needs
 To cope up with change
 To create highly talented personnel
 For the protection of weaker sections
 For the international expansion strategy of the company
 It is the foundation for personnel functions. The list is in fact never ending. HRP
actually has become an inevitable part of HRM process.
 HRP is influenced by several considerations. The more important of them are:
 Type and strategy of the organization
 Organizational growth cycles and planning
 Environmental uncertainties
 Type and quality of forecasting information
 Nature of jobs being filled
 Off-loading the work
Function Of Human Resource Management
 Manpower Planning
 Job Analysis and Job description

 Determining wages and salaries
 Recruitment and selection
 Performance Appraisal
 Training and Development
 Employee Welfare and Motivation
 Addressing Employee Grievances
 Labor Management Relation
 Implementing Organizational Policies
 Dismissal and Redundancy
SYSTEMS
Recruitment
 It is the art of attracting suitable applicants from whom the most suitable persons
may be selected. It should firstly be internal wherein a vacant position should method
is to go into the labor market.
 Orientation
 After interviewing the candidates make sure that all applicants know their status
concerning employment. Give new employees to follow workers and department head
and to all levels of management.
 Recruitment

 Appointment and induction is done, as soon as the applicant’s job is confirmed.
The applicant is briefed on the job to be done and is inducted into the hotel Appraisal
This is done regularly to improve the performance of the organization.
 Dismissal
 This is the dismissing of the staff with a cause. No dismissal is given for any
misconduct except in case of serious causes like absenting oneself without notice etc.
 Maintenance and Engineering Department
The role and mandate of any property engineering department is the
protection of the building’s/owner’s assets; the structure from the façade or building
envelope, to the integrity of the floors, walls, ceilings and all of the furniture, fixtures,
and equipment (FF&E) contained therein. This includes the electrical transformers and
the distribution throughout, the domestic water distribution and sewage, the heating-
ventilation-air conditioning system, (HVAC), the fire alarm system and fire safety
components, the vertical transportation system (elevators), the property surroundings
like parking and landscaping and pest control.
Function Of Engineering Department
 smooth and continuous operation
 minimum chances of breakdown and accidents
 minimize adverse effects on the workers/employees/guests
 minimize equipment downtime
 increase customer satisfaction

 less overtime to be paid to employees
 reduce large scale repairs
 reduction in number of maintenance jobs waiting list
 better quality service
 lesser number of standbys are needed
 less destruction of equipment’s.
 less losses due to less failure.
 General maintenance and repair including structural maintenance, ground and lawn care,
heavy cleaning, painting, upholstery etc.
 Maintenance of air conditioning systems, electrical systems, radio and television
systems, motor appliances, electrical appliances, plumbing fixtures etc.
 Fire safety and protection.
Security Department
Security is vital to the success of independent hotels and properties that are part of a larger
brand. Guests bring valuables and important papers into their hotel rooms. While in-room safes
help to guard guests' jewelry and money, they need to feel protected at every stage of their stay.
And guests must be able to sleep in a hotel, unfettered by concerns of danger.
Roles Of Security Department
 Patrols
 Response

 Surveillance.
 Escorts
Administrative Duties
Most hotels employ security guards 24 hours a day, seven days a week. Job descriptions for
hotel security officers include a requirement for flexibility. They must be available to work set
shifts and cover alternate shifts when necessary. After each shift, the security officer must fill in
a report and communicate all activity he encountered during his working time. A thorough
report can alert the next shift to areas that need extra attention.
Health Club
Treat yourself to a rejuvenating massage or an invigorating workout during your stay at the
Radisson Shimla. This hotel features the Radisson Fitness Centre with Life Fitness equipment
to help you maintain your exercise. It also includes massage services, a sauna and a steam room
to help you relax and unwind.
The health club includes these amenities:
 Circuit and strength training
 Rejuvenating massage services with aromatic oils
 Rooftop swimming pool
 Sauna

 Separate areas for women and men.
 TIME OFFICE
This is the place where all the staff visitors, check-in .securities are also there for the
checking. Attendance is also taken from this place for the staff trainees etc. One man
will be sitting there for one shift. If any visitors came related to one particular program
or other things time office man will allowed him to go inside to the hotel if everything is
fine. All the executive’s office keys are keeping in time office. All the staff mobiles are
kept there in the time office when they are getting inside to the hotel.
PURCHASE
With the trend towards higher food cost and decreased availability of key commodities,
the purchasing functions become extremely important. The objectives of the purchasing
functions include maintenance of quality; value for money, land the hotels competitive
positions. The operation of the hotel includes great variety of merchandise, supplies and
equipment most of which must be constantly replaced. The purchase of these raw materials
requires thorough knowledge of the use of them. For this reason, many a time the departmental
heads along with the Purchase Manager or Supervisor does a purchasing.
Sometimes purchase needs to be made immediately due to various reasons. This is
called emergency purchase and this also needs the sanctioning of Purchase Manager. His most
important function is to get goods on credit for maximum number of days The Purchase

Department purchases two types of goods. These are raw materials or consumable goods and
assets.
PROCEDURE FOR PURCHASE OF ASSETS
 Purchase Manager calls through advertisements
 He receives tender and quotations
 He goes through them and locates the suppliers
 He gives them the standard specifications, time limit, quality and number required
 If the hotel is not satisfied with the assets, they may reject it. Here the penalty
Cost applies.
 The suppliers are liable for standard and specifications and timely delivery.
PURCHASE ORDER
It defines the details of the items that are to be supplied by the supplier. It is prepared by
the firm’s buyer and sent to the supplier. They are checking the quality & quantity which is
going to receive.
RECEIVING
Once the food material have been ordered for supply their handling at the time of delivery
denoted the process of careless handling, spilling, cross contamination and incorrect weight and
volumes.
Receiving Principles

It is the key function because when the product is delivered and is in possession of the
firm, the firm owns the product even though they may not be paid for during delivery. Any
mistake in purchasing becomes the firm’s mistake once the invoice is signed. The receiving
objectives are:
In order to achieve the above objectives, receiving Department check for the following faults:
 Adding excessive packaging material to increase weight
 Adding excess water or ice to increase weight
 Better quality products packed on to and low quality products below it
 Adulteration
 Breakage
STORES
Once products are received they must be stored as soon as possible to maintain quality and
prevent deterioration, pilferage etc. Store room is the place where all the items required by the
different departments are stored. It is very necessary that all the items purchased are properly
stored.
The storage is divided into dry stores and wet stores. The dry stores contain the various non-
perishable items such as stationary, groceries etc. The average temperature maintained varies
between 2ºC to 25ºC. The wet stores are those products, which are perishable. These products
such as buttery products, ice creams, butter, cheese etc. are stored in the refrigerators.
Storage Objectives
 It focuses on maintaining adequate stocks of food and beverage products

 First in first out (FIFO) – the products, which were purchased first are sent out in order
to reduce the spoilage
ACCOUNTS DEPARTMENT
The hotel and catering industry has developed in to a sophisticated and vibrant industry. As this
industry has voluminous cash turnover efficient accounting system and controls have to be
followed. This department comes under the non-operational department of the hotel.
The management looks forward to this department continuously as it has very important
functions. All transactions, purchases and sale, income and expenditure and receipts and
payments are dealt here.
General Duties of an Accountant
 Collect money daily from Front Office Cashier and Restaurant Cashier
 Pay cash to petty Cashier
 Checks all receipts and expenses
 Bring all cash to accounts department and then deposit it in the bank
 Keeps records of staff using hotel facilities and deduct from their monthly
 Gives cash in the form of imports to Front Office Cashier, Restaurant Cashier,
Purchase and Stores
SALES & MARKETING DEPARTMENTS
It is very essential for every hotel to have a sale backup system since it is the key to the success
of the organization. The Sales and Marketing Department in the hotel helps to increase the sales

of the hotel. The hotel gets sales by package trips, giving discounts to various companies etc.
The Sales Department helps in promoting room sales, restaurant sales etc.
Duties of Sales and Marketing Executive
 Communicating about the product in the market
 Forecasting the sales
 Gather market information
 Determining the customer needs
 Support advertising
 Registers Maintained in the Department
 Log Books
 Sales summary sheets
Emergency & Security
The basics
Emergency Numbers: “111”
Hotel Security: “Security with Hospitality”
Security Services
 Security staff on duty 24 hours a day
 Siemens fire emergency system
 Smoke detectors for the hearing – impaired used in the physically challenged room for
the guests with disability

OPERATIONAL HIERARCHY OF Radisson Shimla:
General manager
VIKAS KAPOOR
FINANCE ROOM H.R MSNSGER CHIEF

MANAGER F&B EXECUTIVE CHEF ENGINEER
DIVISION VIJAYA DUTTA
MANAGER
HIRA NAND MANAGER RAJEEV RAHUL RANA
VERMA VIKRAM BHARDWAJ
CHAMAN
RATHORE
SHARMA
ASST. FINANCE ASST. H.R ENGINEER

MNGR ARPAN SHARMA SUPERVISOR
KAILASH F.O SUPERVISOR F&B CAPTAIN CDP TEK CHAND
CHAUHAN DINESH THAKUR SATISH KUMAR CHEF SULTAN
H.K F&B
SUPERVISOR SUPERVISOR
TEK CHAND SHAMSHER

Chapter: 5
OPERAT
ION OF
EACH
DEPART
MENT of
hotel
Food and beverage service
Introduction
The food and beverage department is a major revenue-producing department in
any hotel. There should be a good teamwork to bring out the success of the hotel
and the staff should work hand in hand to produce maximum output.

FOOD AND BEVERAGE SERVICE OUTLET ARE:
 CAFÉ VALLEY VUE
 PULSE TERRASE BAR/BAR DECK
 IN-ROOM-DINING
 LOUNGE
 GOOD WOOD HALL
FOOD AND BEVERAGE SERVICE HIERACHY

F&B MANAGER
VIKRAM RATHORE
F&B SERVICE CAPTAIN

SATHISH KUMAR
F&B SUPERVISOR
SHAMSHER
RESTURANT STEWARD
IRD RUNNER BANQUET EXECUTIVE BAR TENDER
SAJID , DINESH , KEHAR SUSHIL SHAMSHER ROHIT
, BALJEET
BANQUET STEWARD
SANJAY

 CAFÉ VALLEY VUE:
Savor Fine Cuisine at Café Valley Vue
Pamper your taste buds with outstanding Indian, continental and global cuisine at Café Valley
Vue, located on site at the Radisson. This popular restaurant in Shimla specializes in expertly
prepared dishes made with fresh ingredients and combines friendly service with unparalleled
views of the Himalayas to create an unbeatable dining experience. Stop by for breakfast, lunch
or dinner and enjoy indoor or garden seating.
 Cuisine
Indian, Oriental, Continental
 Seating Capacity 62
Location: B BLOCK
Telephone: 2001
TIMING

BREAKFAST: 6:30 TO 10:30 AM
LUNCH: 12:30 TO 2:30 PM
DINNER: 7:00 TO 10:30 PM
Service of food and beverage at restaurants:
 Greet the Guest according to the time of day.
 Check for his table preference and name.
 Seat the guest.
 Offer condiments.
 Present the beverage and the wine menu.
 Take the drink and water order.
 Present the food menu and explain the specials.
 Do the beverage and water service.
 Take the food order and suggest the wine
 serve the starters
 Check for satisfaction.
 Clear the starter plates.
 Relay the cutlery and place the main course chutneys.
 Serve the main course and ask for repeat drink or serve wines as required.
 Check for satisfaction.
 Clear the main course plate and condiment.
 Serve the toothpick.
 Crumb the table if required.
 Change ashtray regularly as per standard ( one bud )

 Present the dessert menu.
 Take the dessert order .
 Relay the cutlery.
CLOSING CHECKLIST AT RESTAURANTS
 Clean the tables
 Clean the sideboard.
 Close all check in Micros.
 Inform Manager about the breakage.
 Tie soiled linen.
 Clean linen hamper.
 Shut down operating machinery.
 Clean operating machinery.
 Wipe down pantry area.
 Refill the side station (including salt and pepper).
 Clean the menu.
 Clean the hostess desk.
 Clean the reservation book.
 Clean the telephone.
 Lock the hostess desk.
 Put sale money in an envelope.
 Take the sale print out.
 Fill in the logbook.

 Deposit closed checks and cashiers report in front office.
 Deposit bank in the Front Office.
 Clean the bar.
 Clean the beverage menu.
 Make the requisition.
 Refill the bar.
 Lock the bar.
 Forward the telephone.
 Switch off light and AC
 Lock the restaurant.
 Drop the reservation book to the grand café.
OPENING CHECKLIST
 Turn on all operating system.
 Cancel the forward call.
 Pickup linen suppliers.
 Pickup store room requisition [dry, beverage]
 Store away all suppliers.
 Turn on all appliances.
 Wipe tables, chairs, and sideboard.
 Setup the restaurant.
 Check restaurant setup.
 Make napkin fold.

 Check the reservations.
 Fill water jug.
 Fold towels and stack them in Hotbox and Refrigerator.
 Check sideboard according to the standard.
 Stack service trays on the sideboard.
 Open the hostess desk.
 Clean the hostess desk.
 Setup the hostess desk.
 Clean the menu.
 Clean the telephone.
 Pick up the bank from bank room.
 Check for paper requisition.
 Update notice board.
 Pickup outlet mail.
 Clean the bar counters.
 Stack the beverage requisition.
 Setup the bar.
 Prepare cocktail garnish.
 Clean beverage menu.
 Setup the Food Pickup Counter.
PULSE TERRASSE BAR

Relax at the Radisson Hotel's Casual Bar in Shimla
Indulge in a variety of wines and cocktails at the Radisson hotel's Terrasse at Pulse Bar in
Shimla. Sit back and relax on the open deck while you sip on drinks and enjoy gorgeous views
of the Himalayas.
Seating Capacity 75
Location: A BLOCK
Telephone: 2004
Hours: Daily, 11 a.m.-11 p.m.
 In-room Dining
Enjoy 24-hour Room Service at This Luxury Hotel in Shimla
Convenience is key at the Radisson, which boasts 24-hour room service menu filled with
Indian, Asian and continental dishes to delight your palate. Whether you're looking for a quiet

night in or a relaxing breakfast in bed, the friendly staff at this luxury hotel in Shimla will make
sure your meal is perfect.
Hours
Daily, 24 hours
Location: B BLOCK
Telephone: 2003
Generally, food and beverage orders for 2 to 3 guest are sent on Room Service trays
which are set up with all the essential cutlery and crockery. But if the order is for a number of
items or for more than 3 to 4 guests, special Room Service trolleys are used to serve the order.
There is a separate Room Service Order Taker’s cabin which has 1 MICROS placed for Room
Service Order Takers. When the guest call is received, the order is taken by the Order Taker and
a cheque leaf is printed.
Procedure of room dining
IRD ORDER TAKING PROCEDURE
CONTINENTAL BREAKFAST ₹550 + 10.60% tax
1. Would you prefer a fresh fruit juice or fresh fruit platter?
a. Would you prefer fresh sweet juice or fresh water melon juice?

b. We have an assortment of apple, pineapple, papaya, grapes and water melon in
fresh fruit platter.
2. Would you prefer baker’s basket with croissant, muffin, Danish pastry, banana bread or
an assortment of brown or white bread toast?
3. May I offer you some tea or coffee?
a. We have a selection of Assam, Darjeeling, Earl Grey, English breakfast, Jasmine
and Kangra tea.
b. We serve freshly brewed coffee.
INDIAN BREAKFAST ₹650 + 10.60% tax
1. Would you prefer sweet, salted, plain or masala lassi?
2. We have a selection of steamed idli, vada, masala uttapam, aloo/ paneer parantha
and poori bhaji.
3. Would you prefer masala tea or freshly brewed coffee?
IRD ORDER TAKING PROCEDURE II
1. In room dining, wish according to the time.

2. May I have your order please!
3. Would you like to have Indian, Continental or Oriental preparation?
4. Would you like to have vegetarian or non- vegetarian preparation?
5. Would you like to start with soup or appetizer?
6. May I suggest you some raita or green salad with your food?
7. Would you like to have some beverages along with the food?
8. Would that be all?
9. Shall I repeat your order?
10. Shall I get soup of appetizer first or along with your meal?
11. This order will be for how many guest?
12. May I have your room number?
13. This order will be delivered in your room in next……. Minutes Mr. / Mrs.…..
14. Thank you for calling in room dining.
IN ROOM DINING SERVICE SEQUENCE

1. As soon as the order is received check with kitchen if they received the correct order.
2. Set the tray as per standard specification.
3. Pick up the drinks from the bar if any.
4. Pick up the food from the kitchen; ensure it is at the right temperature. Check for the
cleanliness of the dish.
5. Set the things on the tray as per convenience. Place the set up KOT underneath the tray
mat; this KOT will help in tracking the clearance later on.
6. Pick up the check in the folder.
7. Do not over load a tray, it looks bad as well as it well be difficult to carry take a trolley
instead.
8. During busy hours do not wait for the elevator if it is not available readily and the tray is
not too heavy to carry.
9. Before ringing the bell check the room no. once again, then ring the bell once and
announce “In Room Dining”. Then wait for the guest response. If there is no response
repeat. In case of no response at all call up IRD and ask the Order Taker to call up the
guest and find out.
10. If it is morning order then remove the Newspaper from the doorknob if available before
entering the room.

11. Enter the room, do not leave the door wide open or shut it behind you, leave it two third
open so that no can see inside the room.
12. Greet the guest, offer him the newspaper if it is morning order and the guest has not
picked it up himself.
13. Offer to place the tray on the room coffee table adjacent to the sofa. In case the guest
wants it to be placed somewhere else do it as requested by the guest
14. Remove the packing like cling film roll if any. Offer to serve the food or make the tea /
coffee.
15. Present the bill for sinning. Ensure to get the bill back before leaving the room.
16. Ask for the clearance time. Check if the guest needs anything else.
17. Thank the guest before leaving. Shut the door softly after leaving: ensure it is locked. Do
not make a loud noise.
18. Return to the room for the clearance at the stipulated time. Ask if the guest is through
with the order. Ensure each and everything is placed back on the tray before you leave
the room.
 GOOD WOOD HALL


Boasting elegant decor and ample space for up to 100 guests, the Radisson hotel's Good Wood
Hall is the ideal setting for special events in Shimla, Himachal Pradesh. This flexible hotel
meeting room offers a variety of seating arrangements, and audiovisual equipment is
also available for rent.
THE BANQUET FUNCTION PROSPECTUS
For every function a FUNCTION PROSPECTUS is prepared.
This document is the official intimation to all concerned departments of the hotel about the
function being held at the hotel. Copies are sent to various departments. It contains the
following information:
 Venue of the function
 Date of the function  Beverage terms
 Party hosted by  Requirements from the Horticulture
 Party booked by department
 Fax number  Requirements from the Engineering

 Contact number department
 Address of the organizer  Requirements from House Keeping
 Details for sign boards  Deposit & Receipt number
 No. Of guaranteed pax  Mode of payment
 Rate per pax  Sign of person taking the booking
 Menu selected  Banquet Managers signatures
 Pick up time  Number of buffets
 Service time  Ice carving (if any)
WORK FLOW OF BANQUET SALES
When guest contacts the banquet sales division for organizing the party, he is given a
convincing performance about the hotel’s catering facilities.
There are various menus to choose from with a copious choice of various Indian, Chinese
dishes. When the menu has been decided upon, the different types of seating plans, theme of the
party, style of service, & any special requirements are discussed and decided. Then the rate is
fixed i.e. per person etc. The rate varies according to the menu, decor, special requirements etc.
Conference hall capacities:
 Boardroom: 40 guests
 Classroom: 50 guests
 U-shape: 50 guests
 Sit-down: 70 guests
 Cocktails: 100 guests

 Theatre: 100 guests
Floor plan and dimensions:
 Total area: approximately 1540 sq ft (143 sq m)
 Ceiling height: Max 8'8" (2.6 m)/Min 6'9" (2.1 m)
 Length: 55' (16.8 m)
 Width: 28'6" (8.7 m)
 Includes wooden ceiling and mirrored wall
Audiovisual equipment available for rent:
 Business centre facilities
 Color inkjet printer
 Dedicated fax machine
 Internet and email access
 Multimedia projector
 Overhead projector
 Photocopier
 Screen
 Television
 VCR/VCD/DVD
CO-ORDINATING DEPARTMENTS
Kitchen

 Grade 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
 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 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..
ACCOUNTS DEPARTMENT
 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.

 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.
HOUSEKEEPING

INTRODUCTION
The Housekeeping Department in a hotel is responsible for the cleanliness, maintenance and
aesthetic upkeep of the hotel. Just as the nomenclature signifies the role of housekeeping is to
keep a clean, comfortable and safe house. It is an extension of basic home-keeping multiplied
into commercial proportions. Therefore, just as we enjoy keeping a ‘sparkling’ home for
ourselves and guests who visit us at home, the housekeeping department takes pride in keeping
the hotel clean and comfortable, so as to create a ‘home away from home’. In the home, it’s the
lady of the house on whom the mantle of housekeeping falls. It is not surprising that this
tradition extends to hotels as well where the housekeeper is, in most cases a woman.
The concept of housekeeping is simplistic but when one considers maintaining a ‘house’
of several hundred rooms and numerous public areas, the task becomes gigantic. It takes
a well Organized approach and technical understanding to enable housekeeping to cope
with the volume of work. A hotel survives on the sale of rooms, food and beverage and

other minor operating Services such as laundry, health clubs etc. Of these, the sale of
rooms constitutes a minimum of 50%. In other words, a hotel’s largest margin of profit
comes from room sales because a room, once made, can be sold over and over again. A
good hotel operation ensures optimal room sales to being in the maximum profit The
room sale is dependent on, a part form several other things, the quality of room décor,
room facilities, cleanliness of the room and how safe it is. The criteria for which each
guest decides whether a room is good or bad is strictly personal. Since their choice is
varied, the task of appealing to all kinds of guest room becomes overwhelming. To make
a room ‘appealing’ to a guest is the task of housekeeping which has to ensure the basic
human needs of comfort and security.

Housekeeping hierarchy
EXECUTIVE HOUSEKEPPER
CHAMAN SHARMA
HOUSEKEEPER SUPERRVISOR
TEK CHAND
FLORIST/HORTICULIRIST
FLLOR SUPERVISOR
MAST RAM
ANUJ LAL
SENIOR ATTENDANT
CHANDRA
ROOM ATTENDANT
HOUSEKEEPING LAYOUT
Control desk
Key
SUPERVISOR Rack
CABIN
Control desk
STOR
Display board E
SUPPLIES RACK

Room Types (Total 59 room)
 Deluxe Rooms (Have47 room)
With more space and amenities like a mini bar, sofa seating and a work desk, Deluxe
Rooms are great for extended stay guests. Begin the day with a buffet breakfast, and
then return to your room to unwind in comfortable bedding or soak up the valley views.
Additional standard amenities include a large-screen LCD television, tea/coffee maker,
in-room safe and iron/ironing board. Please enjoy:
o Bath amenities
o Bathroom with shower and tub
o DVD player and movies upon request (complimentary)
o Free high-speed, wireless Internet access
o Up to two kids under five years of age stay free
o Daily newspaper
o King size and twin bed rooms for two adults
 Deluxe Suites (have 4 rooms)
For ultimate relaxation, reserve a Deluxe Suite equipped with a separate hot tub in the
bathroom. Each suite boasts beautiful views of the valley or pool and lavish furnishings,
as well as bathrooms with inspired amenities and features. Other amenities include a
large-screen LCD television, tea/coffee maker, in-room safe and iron/ironing board.
Please enjoy:
o Bath amenities

o Large work desk
o Two kids under five years old stay free
o Two sofas with foot rests and coffee table
o Personal coffee maker
o Daily newspaper
o In-room safe
o King size bed for two adults
 Executive Suites ( have 8 room )
Graced with beautiful furnishings and unique lighting fixtures, these spacious suites are
made up of separate sleeping and living areas, making them ideal for holding a small
meeting or hosting a private gathering over tea or cocktails. Bathrooms include a
separate rain shower area and a relaxing bathtub. Other amenities include a large-screen
LCD television, tea/coffee maker, in-room safe and iron/ironing board. Please enjoy:
o Bath amenities
o In-room safe
o Large work desk
o Personal coffee maker
o Two kids under five years old stay free
o King size bed for two adults

The Business Class Room
Enjoy Business Class with Radisson®
Business Class by Radisson® features service and upgraded amenities specifically designed
with the business traveler in mind. Let Radisson help you work and help you relax with the
following:
 Upgraded room & amenities
 Complimentary breakfast each morning
 Complimentary drink voucher each evening
 1,000 bonus Gold Points® per night
 Turndown service
 Weekly newspaper delivered to your room
Additional amenities include:
 Work desk and chair
 Welcome amenities (fruit basket)
 Tea and coffee maker in room
 Upgraded bathroom amenities, bathrobe and slippers
 In-room safe
 Free pressing of 2 garments

 Two bottles of mineral water per day
WORK PROCEDURES
Room s and floors
The sale of rooms constitutes approximately 50% or more of the total hotel revenue. A
sale of room would mean the leasing of the room for occupation for 24 hours at a predetermined
cost. A room not sold on a particular day has lost its opportunity to earn revenue for that day.
Hence rooms are referred to as highly perishable commodities. The loss of an opportunity to sell
a room can also be due to inefficiency of housekeeping in having a room ready when required.
Public area cleaning
Elevators:-The housekeeping department is responsible for the cleanliness of the interior of
elevator cars. A thorough cleaning of walls, ceilings and floors should be carried out at least
once daily. The volume of traffic may require more frequent cleaning of elevator floors. In
cleaning elevator car interiors the car should be taken to the topmost floor for the cleaning
procedure to be carried out. Cleaning and polishing must be done in the early hours of morning
when guest traffic is low.
Corridors-guest floors:-Carpeted floor should be vacuum cleaned daily, edges corners base
boards and the immediate wall area above are to be inspected to ensure that there are no water
marks. All corridor lighting fixtures are to be cleaned as often as required.

Lobby:-Lobby cleaning schedules should be prepared with due regard for the character of the
lobby, the particular facilities provided, and the activity and volume of traffic. These schedules
must include walls, ceilings and floors, all metal works, lighting fixtures and lamps, air-
handling outlets, planters, windows and draperies, showcases display boxes, bell captains office
and stairways, and cloak rooms.
Shops arcade:-The responsibility for cleaning the shops varies in different hotels and is usually
dependent upon the type of rental agreement in existence between the hotel and shop lesser.
Swimming pools:-The bottom and sides of a swimming pool must be cleaned daily by pool
personnel using pool scrubbing equipment. All outside terraces including those surrounding
swimming pools are to be swept and wet mopped at least once daily depending upon the type of
surface
CLEANING OF DIFFERENT GUESTROOMS
CLEANING A VACATED GUESTROOM AND BATHROOM
Trolley clean and neatly arranged.
NECESSARY AGENTS, MATERIALS, EQUIPMENTS AND MACHINES.
1. Cleaning Agents.
Liquid soap || Disinfectant || Deodorizer/air freshener || Furniture polish ||3-way toilet cleaner ||
Methylated spirit(for stain removal)

2. Cleaning materials
Sponge cloths || Floor cloths || Yellow dusters || Glass cloths || Special cloths || Drying cloths ||
Scotch brite || Newspaper (for steeping on when cleaning high areas) || White rags
3. Cleaning equipment
Deck scrubber || Bath brush || Bucket || Hand broom || Dust pan || Sweeping broom || Cobweb
brush || Room attendants box
4. Cleaning machines
Vacuum cleaner
5. Necessary supplies
D.N.D .cards|| Toilet rolls || Guest soap || Laundry bags || Water glasses || Ashtray | | Curtain
hooks || Shower curtain hooks || Coat hangers || Laundry and dry- cleaning lists || Curtain
runners and stoppers || Curtain stoppers || Hotel brochure and tariff | | Candle-holder and candles
|| Matchboxes || Stationery || Door knob menu || Room service menu || Guest commentary card ||
Procedure of work
 Knock twice at the door (using knuckles) pause in between.
 Open the door and place the door wedge.
 Draw the curtains and ventilate the room.

 Look at the condition of the room .If the linen, waste baskets, T.V., e.t.c. are missing or
furniture is damaged or broken report to the housekeeper immediately.
Check for any item the guest might have left behind
 In the balcony
 In the desk drawer
 In the fridge
 In and underneath the beds and pillows under the mattress
 In the wardrobe
 Behind the bathroom door
 Other parts of the bathroom
 Behind the main door
 Switch off all the lights, T.V., air conditioner and vape device left on .If not on, check
whether they are in good condition and switch off.
 Remove waste and trays from bedroom, bathroom, clean ashtrays and waste containers.
 Strip the bed gently (remove them item by item) shaking it carefully off the bed .Check for
valuables .Remove dirty linen from the bathroom .Take it to the trolley .Remove any bed
board at this time.

 Bring clean linen and place on clean surface i.e. the other bed.
 Bring all the necessary cleaning materials and place near the balcony.
1. Balcony
 Clean the inside of the balcony windows
 Clean the balcony furniture .Place in room.
 Clean the outside of the balcony widows.
 Clean the ceiling, walls, air conditioning unit.
 Sweep, clean and dry the balcony floor.
 Replace balcony furniture
 Place the cleaning materials, agents and equipment in the bathroom.
2. Make the bed.
 Pull out the bed –to have enough room
 Turn the mattress –to avoid sagging

 Place the under blanket .It should be clean and in place.
 Spread and tuck in the bottom sheet, smooth side up, middle fold along the centre of the
bed MITRE the corners neatly .It should be tightened.
 Spread the top sheet .Should fall short by about 10” to 12” from top mattress.
 Turn the top sheet over the blanket .Tuck in the bottom side. Mitre the corners neatly
then tuck in all around.
 Insert pillow into pillow case .Fluff it up.
 Place pillow with the open side facing away from the view .The edge of the pillow
should be in line with the edge of the mattress.
 Spread the bedcover- level, straight, right side up, rounded edge to the bottom and same
level with the second bed. If too long tuck in at the head side. Iron it out with your hand.
 Push bed back into position .It should not be too close to the bed side table.
NOTE; All bedding should be clean without stains, tears and creases. Replace burnt blankets
and bedcovers.
3. Dry-dusting.
Dry dusting the following areas with a folded yellow duster-;
 Systematically round the room.

 High to low
Main door frame || Door stopper || Wardrobe doors and top shelf || Skirting board and the
wooden wall || Connecting door frame || Wallboard || Pictures || Luggage rack || Bulbs and lamp
shades || Dressing table drawers || Behind the refrigerator || Chair frames, legs and underneath
the cushions. || The TV. screen and the rest of the body || The top of the coffee table and legs. ||
Bedside table – inside, back, and front. || Bed frames || Shelves .Do not forget the telephone
directory and the Bible ||
4. Damp -wiping
 cloth/white duster.
i. Work systematically around the room
ii. High to low
Main door handles || Wardrobes shelves, hanger rail, door hinge and hand grips || Connecting
door handle || Dressing table top || Vape machine- (may be cleaned with scotch brite pad) |
Inside and outside the fridge || Coffee table and legs (if stained) || Bedside lampshades (if
stained) || Telephone-disinfect it too || Bedside table top || Light switches || Walls
 Replace the supplies and change the unpreventable ones
Damp wipe and polish the following areas using a damp soapy sponge and a glass D.N.D card
(behind the main door) || Laundry bags(2) with 1 laundry and dry- cleaning list || Coat hangers

(6) || Writing papers(6) || Envelopes(3) || Breakfast cards(2 in folder and 2 on the bedside table)
|| Guest commentary card(1) || Room service menu(1) ||
3. Note any repairs to be done
4. Replace missing curtain hooks, runners and stoppers.
5. Clean the bathroom
1. Flush the toilet and sprinkle the cleaning agent.
2. Clean the bathroom and surrounding. Clean the bathtub inlay, and hang to dry. || Clean the
tub, walls and soap dish using scotch brite and liquid detergent. || Clean chain and plug ||
Remove hairs and threads from the drain || Clean the taps using liquid detergents || Rinse, dry
and shine the drying rack, walls shower head, tower rail, chromium taps, bathtub and soap using
a sponge cloth and polish with a glass cloth. || Clean the shower curtain and rail using a sponge
cloth and liquid detergent .Dry using a glass cloth. || Clean the bathroom door and its
handle( The inside part)
Clean, rinse and polish the water glasses place them on the clean and dried shelf.
3. Clean the wash hand basin and surrounding.
 Clean and rinse the wash hand basin, the taps ,chain plug, overflow and the drainage.
 Clean, rinse and dry the left side of the side shelf and the nearest wall.
 Clean, rinse and polish the water glasses place them on the clean and dried shelf.

 Clean, rinse and dry the remaining side- shelf and the nearest wall.
 Dry the wash hand basins, the drain, and the overflow and polish chromium.
 Clean an polish the mirror
 Clean and dry the shaving socket.
 Clean and dry the pipes, the towel ring and rail beside and underneath the wash hand
 basin and the wall.
4. Clean the toilet and the surrounding.
 Clean the inside of the toilet bowl, and underneath the rim. Flush the toilet and clean the
toilet brush.
 Clean rinse and dry the outside of the toilet bowl, seat, lid water pipe, and flush handle.
 Clean the toilet brush holder
 Clean and dry the wall near the toilet including the vent.
5. Replace the supplies in their proper positions .This should include;-
 Bath towels
 Hand towels
 Bath mats

 Face towels
 Hair dryer
 Toilet rolls
 Water glasses
 Tissue paper
 Soap
 Hair gel
 Shampoo
 Conditioner
 Body lotion
 Vanity kit
 Shower cap
 Sanity kit
6. Replace any missing shower curtain hooks.
7. Scrub, rinse and dry the bath room floor paying attention to corners and the drain.

8. Remove cleaning materials, equipment and agents .Take them to the trolley
9. Give the bathroom a last glance, switch off light
10. Note down any repairs to be done. Vacuum clean the carpet. (Use the hose to clean corners).
Move furniture to clean underneath.
 Beds
 Coffee table
 Fridge
 Luggage rack
 Cushions
Sometimes it may be necessary to sweep corners with a hand broom first.
11. Re-arrange the furniture neatly
12. Lock the balcony door, leave the curtains open.
13. Give the room a last glance
14. Remove the wedge and lock the main door. Clean the toilet brush holder Clean and dry the
wall near the toilet including the vent
 Avoid the use of too much cleaning agents

 All linen should be without tears ,creases, and stains
 Remember to report any repairs noted immediately
 The toilet paper in use should roll from the top .(Fold ends of the paper into a ‘V’ shape.
Additional information
Vacant rooms (unoccupied)
The vacant rooms in the hotel have to be dusted, aired damp-wiped and checked daily.
Some establishments have all their beds turned down in the evening .Whether the rooms are
going or not.
Occupied rooms
Daily cleaning procedure of occupied rooms is the same as the one used for checkout (vacant)
rooms. The only difference is that in a departure room, thorough cleaning must be done and
some of the supplies replaced i.e. soap, Depending on the policy of the hotel, bed linen in
occupied rooms may or may not be changed daily. The actual method of cleaning departure or
occupied rooms varies from hotel to hotel.
Not slept in rooms
This room must be aired, dusted damp wiped and checked daily. The bedcovers must be
replaced as soon as possible –i.e. when taking the room report at 9:00 a.m. Draw the curtains
and switch off the bedside light.

V.I.P .Rooms
 Change the water in the flowers everyday
 Remove eaten fruits, the peels and clean the cutlery ,crockery, e.g.
 If a guest has his own private fruits or flowers in the room do not remove anything
before asking whether you can do so or not.
Cleaning service areas
All areas which fall under this group must be kept clean at all times .They are areas
where guests do not normally come into contact with but for the safety of the employees who
are just as equally important, they should be thoroughly cleaned every day .This is so because
of:
 Hygienic reasons
 Avoidance of accidents
 Work simplication and
 For creating a good impression
NOTE: The responsibility of the housekeeping department not only comprises cleaning, but
also their maintenance, repair, refurbishment and eventual replacement .It is therefore, the duty
of the housekeeping staff to report any areas needing minor or major repairs to the engineering
department immediately

NOTE- ADDITIONAL NOTES ON THE ROOM ATTENDANTS TROLLEY
The room attendants’ trolley is the ideal equipment for the room attendant to use in
transporting all the equipment required during the process of the cleaning guest rooms. The
trolley is on constant display to guests who pass by it when moving along the corridors, it must
therefore be CLAEN and TIDY at all times
POINTS TO REMEMBER.
 Arrange the clean linen neatly on the shelves provided .Take enough for the number of
rooms to be cleaned.
 Make sure that all cleaning equipment i.e. deck scrubber and materials i.e. special cloths
are placed in their correct position on the trolley and in an organized manner.
 All equipment must be clean i.e. the caddie box .It is not acceptable to see buckets
which have grease rings inside them or full or dirty water ,or bits of used soap scattered
around.
 Ensure that the rubbish container is clean .Empty it whenever necessary.
 Remember to take the sack for soiled linen for washing in the laundry regularly .It
should be repaired whenever it s torn.
 Remove soiled linen to the dirty linen trolley in the pantry as often as required .Do not
leave the soiled linen sack on the trolley “over flowing” with dirty linen.

 Always keep the supplies i.e. soap, toilet paper, stationery, laundry bags, candles, candle
holder, mats, ash trays, coat hangers etc. on top of the trolley in an orderly fashion
.Remember that this is not the correct place to put used glass cloths, sponge cloths,
newspapers and magazines etc, should not be left to fill up this part either .Take them to
the House keeping office.
 When pushing the trolley from one place to another, take care not to knock it on walls,
doors and corners .It scratches them. walls, doors and corners .It scratches them.
 Remember to position the trolley in a manner that you can be able to spot would be
thieves.
 Do not leave the trolley in the corridor unattended .When going for break i.e. lunch,tea
etc ,or when going to the laundry ,remember to lock up the trolley in the pantry.
The store or pantry.
This is where standards begin. An untidy or dirty store reflects the standards which may be
expected in the guest rooms. The guests may even wonder into these areas .It is therefore
essential that he /she forms a good impression .See to it that all areas are not on general display
to the front of the house e.g. guests and public .The cupboards and trolleys MUST be neatly
arranged at all times.
Cleaning methods.

Dusting-high dusting || Sweeping /vacuuming cleaning || Damp wiping || Mopping-dry ||
Scrubbing || Polishing || Shampooing || Stripping(extra polishing) || Buffing(shining surface)
Preparing a guest room for the night (Turning down)
This a practice performed in most hotels. It is usually done in the evenings between
5.00p.m and 8.00 p.m or specifically when the guest(s) are out for dinner. Its purpose is to
freshen up the room and prepare it in readiness for the guest (s) to sleep.
The room attendant’s trolley should be stocked with bath linen, bed linen, glass cloths, a
bucket of water with 2 sponge cloths and floor cloth, a special cloth, supplies, vape mats and a
carpet sweeper.
Procedure
 Knock twice at the door
 Wedge the door open
 Switch on the dressing table light
 Close the windows and draw the curtains
 Remove waste trays and bottles if any from bedroom, remove waste from bathroom,
clean ash trays and waste containers.
 Remove soiled linen from bathroom .Bring in clean linen and place it on convenient\
place

 Remove the bedcover, fold it carefully and place on the top shelf of the wardrobe.
 Unstuck one convenient side of the top sheet and blanket fold them back to form a right
–angled triangle or according to the hotel’s policy.
 Place any night attire neatly on top of the bed and any slippers placed neatly by the side
of the bed.
 Switch on the bedside light.
 Place a breakfast card on the pillow
 Open the mosquito net and tuck it in round the bed neatly if any.
 Place the vape mat onto the machine and switch it on
 Replace or change the supplies if necessary
 Fold any clothing lying around and tidy up any other objects if necessary
 Switch on the bathroom light, enter and flush the toilet.
 Clean and dry the bath tub, wash basin, and toilet if necessary.
 Replace the bath linen ,soap and toilet paper if necessary
 Dry any wet patches which may be present on the floor
 Spread the bath mat on the floor beside the bath tub

 Give the bathroom a last glance and switch off the light .Leave the door ajar
 Carpet sweep or vacuum if necessary
 Close and lock the balcony door .Close the curtains neatly
 Give the bedroom a last glance.
 Switch off all the lights, expect the bedside light.
 Remove the wedge and close the main door gently.
Subsidiary Departments And its functions
Laundry Services
The relationship between housekeeping and laundry is very significant for the smooth
functioning of housekeeping services. The importance of laundry is inevitable as it processes
soiled linen and uniforms and supplies. Housekeeping with clean stocks on a daily basis to
maintain high standards of housekeeping. It is thus important for housekeeping personnel to
know something of the laundry to fully understand its importance and contribution.

FRONT OFFICE
INTRODUCTION
Front office/reception is the first place where guests/customers arrive and come in touch with
the staff. Front office/reception is the mirror of the hotel. The function of the front office is to
directly get in touch with customers. The front office can discover more information about the
customer by asking them questions and give answer ask by guest/customer also helping the
customers out.
The front office receives information about the customers then will pass onto the other
department of the company. The front office can also contact with marketing and sales

department when the customers have questions on it. The company needs to give training to the
front office manager because this position will contact with customers the most.
The front office in a hotel holds prime importance in view of the basic nature of business
of a hotel, i.e. to sell rooms. Revenue collected from the sale of rooms contribute more
than 50 percent of total sale one looks at each component of a front office role.
Front Office Organizational Hierarchy
FRONT OFFICE MANAGER

CHAMAN SHARMA
RESERVATION
MANAGER /SUPERVISOR
DINESH THAKUR
RECEPTIONIST
NIGHT AUDITOR CASHIER
NISHANT
KAPIL SHARMA THAKUR rahul
ASSOCIATES
CHANDRA , AJAY

FRONT OFFICE LAYOUT
BUSINESS FRONT
OFFICE
CENTR MANAGER
CABIN
RESERVATION
MANAGER
CABIN
Reception cashier
FOREIGN EXCHANGE
Sitting
Arrangement
LIFT
BELL DESK

Front Office Co-ordinates with
Lobby
Arrival The bell boy escorts guests from the main door with their luggage to the front
office. After the guest has been registered the front office informs the bell boy of the room
number so that the guest may be escorted to his room and his luggage placed in the room.
Departure In most hotels, a guest wishing to check out of the hotel calls the bell desk
for a porter to carry his luggage down. The bell desk informs the front office of the intentions of
the guest so that the cashier can prepare his bill. It is only after the front office is satisfied
regarding the payment of bills and retrieval of room key will they allow the bell boy to remove
the luggage outside the premise of the hotel.
Room Shifting Often, a guest requests the front office for a change of room. The front
office intimates the bell desk to send bell boys to help in the shifting of luggage.
Scanty Baggage "Skippers" are those guests who leave the hotel without paying their
bills. This is made possible because the "skipper" comes with little luggage to avoid bringing
the attention of the bell boys to his "secret" check out. Alternatively, if he has just a briefcase,
he may leave the hotel under the pretext of a business call. The bell boys have to be alert to
notify the front office about guests with scanty baggage so that a necessary advance is taken
from them and a close watch is kept on them.
Message The information section of front office alerts the bell boys to deliver
messages received by them for guests in the hotel.

Occupancy After reconciling the "Room Rack" with the Housekeeping Room Report,
the Statistics Front Office Reception compile data on the "occupancy" position of the hot©!
for the day in the form of a report for the purpose of management information. This compilation
and analysis of occupancy data is referred to as "night room report" and is invariably prepared
by the night receptionist.
Special Arrangement for Groups and VIPs The front office informs housekeeping to be alert
to attend to rooms occupied by groups or VIPs. Service has to be quicker and efficient.
Housekeeping provides "flowers" for VIPs in the room on receipt of the Amenities Voucher
issued by' the Front Desk.
Accounts
Front Office Cashier The front office cashier receives payments for a guest's stay in the hotel.
This is the point where all the charge vouchers (bills) generated by the guest are received, to be
included in the overall bill. Close liaison between the lobby staff and cashier is imperative. The
Bell Captain must inform the cashier about the intended check out of a guest so that the guest's
bills are updated and kept ready for presentation. Also, the cashier is informed of a new arrival
by the Reception by opening and forwarding a new folio in the guest's name giving room
number and time of check in, with defined billing instructions which the cashier places in the
bill tray against the appropriate room.
The duty performed by the cashier RADISSON SHIMLA is as follows:
 They post all the guest charges and credit into their respective folios.
 They settle all guest bills upon departure.

 They do the guest check-out
 They encash foreign exchange as per regulations
 They controls safety deposit lockers
Night Auditor The Night Auditor audits all guest bills received by the front office cashier and
prepares and proves for the calendar day.
City Ledger This is the credit section which receives bills from front office that has extended
credit as per previous arrangement between the hotel and the guest. This department follows up
with the individual or company for the payment of the bills.
Room Service The Room Service is kept closely intimated on arrivals and departures of guests.
It is this department that provides food and beverage services to the room and must be informed
as to the occupant in order to raise bills accordingly. The front office informs room service
through the Amenities Voucher and a List of the VIPs' expected to arrive in the hotel so that
special service is extended. Also the room service provides a complimentary basket of fruit,
liquor, cakes and pastries or whatever gesture the establishment wishes to extend to a VIP as per
the policy.
Telephones This is another department that is informed immediately of the arrival and
departure of a guest so that when calls come for a particular guest it is fully knowledgeable
about his/her presence in the hotel so that calls may be connected to him/her. Also calls made
by the guest are recorded or metered.

Engineering The engineering department is responsible for any maintenance of furniture,
fixtures and equipment and for rectifying faults in the services provided, like air conditioning,
plumbing, etc. Sometimes when guest keys are lost, the workshop of the engineering
department makes duplicate keys from key blanks, besides changing the location of the lever by
altering the lock and key plan of the hotel.
Stores The stores are responsible for supplies of relevant forms, formats and stationery.
Sales There is very close coordination between the front office and sales especially in soliciting
their help in improving room sales on lean occupancy days. The front office also informs sales
whenever an important guest, who influences the business of the hotel 'checks in', so that special
attention can be given to him/ her. Sales keeps the front office updated with the new agreements
made with travel agents and airline crews and viable accounts.
Reception
Location: Lobby level (A BLOCK)
Telephone: (5009, 5008)
Timings: 24 hours
Work procedure of Reception:-
A preamble of activity at the beginning of the day enables the reception to operate smoothly and
with minimal guest complaints. While taking over from the night shift it is important to note
instructions left by the night shift either verbally or through the log book. These are instructions

that are to be followed up during the day. The next activity is to prepare the control sheet so as
to ascertain the expected guest departure for the day.
Arrival and Departure Register
The Arrival and Departure Register is a formal record and control on all arrivals and
departures. It is to be maintained meticulously. The main information recorded is: Date of
arrival Name of guest Room number Number of pax Date of departure Name of guest Room
number However, to keep the register up-to-date and correct, special adjustments are called for,
for some unusual requests that come up from time to time. These unusual requests are:
—Retention of room by guests —Complimentary room awarded to a guest —Group member
wishing to stay after the group departs —Group member's arrival after a group already checks
in —Two persons sharing a room who wish to move to separate rooms
Night Duty
The activity at night at the front office is quite different from the day shift. This is the time for
recapitulation of the day's performance and for preparation of reports for the management to be
submitted next morning. The night staff also bring all records and information up-to-date.
Information There are a few essential tasks that the night front office assistant must complete:
—Night
 Take over charge from the day shift by checking the telegrams and telex register for any
outstanding telegrams and telexes that have to be sent to guests or kept pending for a guest

arriving in the night shift. They must also check the mail and registered parcels. The most
important task would be to refer to the log book and understand the instructions before the day
shift leaves.
 Collect registration cards and guest folios of all guests who have checked out and
prepare room night sales and analysis.
 Tally the information rack with the reception rack, telephone rack, and room service
rack.
Reservation
Location: Lobby Level
Telephone: 5006
Timings: Open daily (9 AM to 6 PM)
A section of the front office is called the Reservation. This section is the hub of the department.
Requests for reservation of rooms from various sources are received and the information is
processed, properly documented, stored and retrieved at the appropriate time to ensure a guest
his room upon arrival. Room, the chief product of a hotel, being a highly perishable commodity
(as its sale is linked with a time element) the reservation department ensures rooms are not
allowed to "perish".
Modes of Reservation Request
Requests for reservation come by various modes:

—Letters —Telex —Telegrams —Cables —Telephones —Personally
Sources of The usual sources from which reservation requests come are Reservation
—Airlines
—Wholesale tour operators
—Travel agents—local and foreign
—Free Individual Traveler (FIT)—any person who makes a booking directlyWith a hotel and
not through a travel agent —Companies and commercial business houses Embassies/Consulates
and Institutions
Group Reservation
 Room break-up.
 Time of arrival and departure.
 Name of tour leader so that all matters' pertaining to the group arrival may be referred to
him, and to award him a complimentary room as per rules.
 Passport details (of foreigners) to complete all government formalities in advance.
 Any other specific instructions.

Functions of Reservation Section
 This section entertains the enquiries and information regarding the advance booking of
the rooms.
 Take care of any special requirement of the particular guest.
 Endeavour of this section are to have 100% occupancy on day-to-day basis.
 The fact that a room is a highly perishable commodity should always be kept in mind
while refusing a booking.
 Persons or party requesting for reservation, to be handled very delicately as there are our
buyers and any services rendered to than should be in its absolute perfection.
 Overbooking is a must as it has been identified from the past statistics that a certain
percentage of booked guests, due to some of the other reasons do not turn up. Hence
keep in mind that overbooking has to be taken to avoid loss of revenue at the last
moment.
Housekeeping
Housekeeping Room Report To keep a tight control on rooms, the housekeeping and front
office has to closely coordinate. One way is through the room report whereby the housekeeping
staff checks each room on every floor and advises their status through a report.
Discrepancy Report A discrepancy report is prepared by the front desk on receiving the Room
Report from the Housekeeping. The front office compares it with the Room Rack for
reconciliation of room status. Discrepancies noticed between room rack and housekeeping room
report are noted down on a separate report called the "discrepancy report" which is then handed
over to a bell boy for physical check and reporting back of the room under discrepancy. After a
physical check of the room the bell boy notes down the correct status which is accepted by the
front office and room rack and reconciled accordingly.
Room Clearance When a guest checks out, the front office has to immediately inform the
Arrangement housekeeping desk (which is the central point of information for housekeeping)
or the floors, to clean the room so that it is ready for sale again. This information is controlled
on a Departure Intimation control sheet .Housekeeping in return would have to inform the front
office immediately after a room has been cleaned and prepared for sale to a guest. In technical
parlance when the front desk informs the housekeeping desk about a check out room, it is
referred to as giving a "departure room" to housekeeping and when housekeeping informs the
front office about rooms which are ready for sale, it is known as "cleared rooms".
Job Description of Front Office Staffs
Job Description of Night Auditor
Night Auditor Supervisory
 Incorrect Accountant
 Chief Accountant

Compile and audit all revenue transactions and reconcile the revenue statements of outlets
with the front office accounting machine with a view to prepare-a daily report of the day's
business.
Front-Office Cashiers
Desk back Office
Front Desk Cashiers Cage
Basically 8 hours at night but hired for job completion.
Can question front office and restaurant cashiers to ensure all transactions are accounted for.
 Reconcile all revenue statements from outlets with the machine
 Verify and validate front office cashier's vouchers/forms
 Check guest folios
 Verify Front Office Cashiers Report
 Clear cashiers NCR machine
 Prepare a statement of bills over a specified amount
 Prepare Daily Transcript
 Audit Night Receptionist's Room Report

 Account for city ledger credit amounts
Job Description of Bell Boy:
Job Title: Bell Boy
Category: Non-Supervisory
Reports to:-
 Bell Captain
 Sr. Bell Captain
 Lobby Manager
Job Definition To handle guest baggage at the time of arrival and departure and to do errands
as required
Directly Controls Guest baggage during transit in the hotel.
Assigned Area of Activity Principally the lobby area boy is authorized to work in any part
of the hotel depending upon the errand demanded.
Work Performed
 Carry guest baggage at the time of guest arrival.

 Carry guest baggage into the guest room and explain all controls in the room to the
guest.
 Issue postage against cash to guests.
 Deliver guest baggage to "left luggage" room if required.
 Check the guest room at the time of guest departure.
 Carry baggage at the time of guest departure.
 Check guest rooms to validate the Discrepancy Report.
 Page guests in the lobby area if required.
Front Office Procedures for Emergencies
Lost and Found
This is a term used in hotel parlance to refer to any item temporarily misplaced or lost
by a guest but traced later by hotel staff. Such articles are handed over to the housekeeping
department who maintain a special locker for the same. If the item belongs to a guest who has
checked out, then a letter is sent to the forwarding address left by the guest at the reception or to
the address furnished on the registration card.
Accidents

The house doctor should be called immediately on phone and informed of the nature of the
accident and the condition of the guest. The doctor's instructions must be followed immediately.
Bleeding must be stopped by swabbing wounds with cotton wool and applying a coagulant such
as iodine, alcohol, spirit, or just plain after-shave lotion. Vandalism The front office staff must
call the Hotel Security and order the main door to be locked. If things get out of hand the police
must be called.
Damage to Property by Resident Guest
The front office cashier is instructed to raise a charge for the value of damages to property. A
responsible guest will never argue but should he object he must be referred to the General
Manager.
Theft
If a guest has stolen an item from the room then the value of the item is placed on the
bill at the front office. This is a polite way of informing a guest of his misdeed. This must,
however, be done only if one is absolutely sure that the guest is responsible. If a theft has taken
place and the culprit is not known, the hotel security is informed giving all details.
 Guest Folio
A guest folio is the master bill in which all cash and credit transactions are recorded for
each resident guest. All credit bills from various revenue outlets such as restaurants, bars
laundry, telephones etc. are received

Left Luggage Procedure
The term “left luggage" is attributed to luggage left by a guest who checks out of the
hotel but wishes to collect his luggage later. Guests who want to visit other cities in a country
on a short tour may find it inconvenient to carryall their baggage with them or may find it
uneconomical to retain a room in the hotel where they can keep their luggage. Hotels provide
the left luggage facility to guests who are likely to check into the hotel after their return from a
tour though this is not strictiy necessary. There might be guests who check out but intend to
eventually depart much later in the day and occupy their time sightseeing; they would find it
inconvenient to cart their luggage with them. They leave their luggage in the hotel premises
(normally a strong room specially provided for this facility) under the guarantee by the
management that the luggage would be safe.
Wake-Call Procedure
A wake-call is a telephone call made by the telephone operator to a guest at a specific
time, predetermined by the guest. By its very nomenclature a wake-call is a telephone alarm to
wake a sleeping guest. Normally, the telephone department is fully concerned with wake-calls,
but the lobby personnel are involved when wake-calls have to be made for airline crews and
groups. All information regarding wake-calls is received by the lobby desk which in turn
disseminates it to the telephone department. In the case of airline crews, the city airline
operations office normally calls the lobby desk and conveys the time of pickup of the crew from
the hotel. The wake-call time is thus 45 minutes to one hour before the pick up time. When

airline operations give a pick up time, care must be taken to call back operations and re-confirm
the pick up time, noting down the name of the person on the other end. It is customary for the
lobby member receiving the pick up time to give his name to the airline operations officer.
In the case of groups, the group leader or travel agency would convey wake-up call
timings to the lobby. The lobby would then prepare a wake-call list and forward the same to the
telephone operator.
The bell boys are officially appointed to carry out any errands desired by the guest or
management in addition to baggage handling. They have additional responsibilities as well that
are nevertheless important to hotel operations. Some of these are:.
FOOD AND BEVERAGE PRODUCTION

Food production is a department where maximum responsibility is taken by
Senior Executive Chef (corporate chef) and 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 and 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.
FOOD AND BEVERAGE PRODUCTION HIERACHY

EXECUTIVE CHEF
RAJEEV BHADWARJ
ASST. SOUS CHEF

CHEF SULTAN
INDIAN CDP TANDOOR CDP CHINESE CDP CONTINENTEL BAKERY CHEF

GARDE MANGER
CHEF SULTAN CHEF IQBAL CHEF JOGI CHEF NITIN
COMMI I
CHEF ATUSHOSH COMMI I COMMI I COMMI I COMMI I
TRAINEE
CHEF AMIT CHEF RAVI CHEF SUNNY CHEF KARAM CHEF AJAY
CHEF PANKAJ
TRAINEE TRAINEE TRAINEE TRAINEE TRAINEE

FOOD AND BEVERAGE PRODUCTION LAYOUT
INDIAN CHINESE CONTINENTAL
R
SE
LV AN R
ES G A
E R N R
FO
R A G A
C E C
SPI K K
CE
S
FRYER
RANGE
TANDOOR
Sink
DISH WASHING
Points to remember while managing the kitchen
 Regular and continuous check of washing area
 Receiving quality supply
 Regular check on store supply
 Regular cleaning of store, walk-in-refrigerator.
 keep clean all equipment’s used in kitchen.
 Always keep left over raw vegetables rapped and tagged.
 Always tag the food and raw ingredients with validity.
 Always keep your area neat and clean.

MAIN KITCHENS
CONTINENTAL KITCHEN
INDIAN KITCHEN
BAKERY
CHINESE KITCHEN
GARDE MANGER
BUTCHERY
CONTINENTAL KITCHEN
A style of cooking that includes the better-known dishes of various western European
countries it only prepares continental food. Here different chef’s prepares different kind of
continental food which is been served both for buffet and a la carte at CAFÉ VALLEY VUE
restaurant. Sometimes Banquet buffet is also prepared by continental kitchen during some event
when the guest specifies for it. It includes different kinds of continental snacks and some
authentic preparation which is in the list of buffet to be set. Conti kitchen also prepare orders of
room service.
 Location: B BLOCK ( in middle of BAN,IRD AND CAFÉ VALLEY VUE ).
 Operates :24x7
 Staff : three shifts

INDIAN KITCHEN
Indian cuisine encompasses a wide variety of regional cuisines native to India. Given the range
of diversity in soil type, climate and occupations, these cuisines vary significantly from each
other and use locally available spices, herbs, vegetables and fruits. Indian food is also heavily
influenced by religious and cultural choices and traditions.
 Location: B LOCK( in middle of BAN,IRD AND CAFÉ VALLEY VUE
 Serves: authentic TANDOOR Indian menus
 Operates:11am to 11pm
BAKERY
A bakery is a section of food and beverage production which is evolved in preparation
and sell of baked products. Like cakes, breads and pies.it is also known as the cold kitchen
Bakery is a place where all kinds of pastries, cakes, patties, chocolates etc. are prepared. Bakery
section also prepares different kind of stuffs for banquet parties and for coffee shop or which is
in the list of buffet to be set at both banquet and coffee shop. Bakery gives supply of various
preparations at pastry shop which is sold to the guest. It includes cakes, pastries, patties,
chocolates, gift hampers, cheese sticks etc.
 Location:-B BLOCK AT 1ST FLOOR.
 Operates:24x7
 Supplies products to: banquet café valley vue, buffet, IRD.
 Preparation: all desert items and pastries.
 Coordinates: HK for Room amenities.

CHINESE KITCHEN
Chinese kitchen only prepares different kind of authentic Chinese preparations which is
been served both in buffet and a la carte at CAFÉ VALLEY VUE. Banquet buffet is also
prepared by Chinese kitchen. It includes different kinds of Chinese snacks and some authentic
preparation in Chinese cuisine which is in the list of buffet to be set. This kitchen also prepares
order of room service.
GARDE MANGER
A garde manger (French for "keeper of the food") is a cool, well-ventilated area where
cold dishes (such as salads, hors d'œuvres, appetizers, canapés, pâtés and terrines) are prepared
and other foods are stored under refrigeration. The person in charge of this area is known as
the chef garde manger. Larger hotels and restaurants may have garde manger staff perform
additional duties, such as creating decorative elements of buffet presentation like ice
carving and edible centerpieces made from materials such as cheese, Thai fruit and vegetable
carvings, butter, salt dough or tallow.
MAIN KITCHEN EQUIPMENTS USED
 Cooking Range.
 Bones saw Machine.
 Microwave Oven.
 Dough Kneader Machine.
 Salamander.
 Bread Slicing Machine.
 Blender/Mixer.
 Buffalo Chopper.
 Boiler.

 Mince Machine.
 Tilting Pans. Steamer.
 Broiler.
 Freezers/Cold Store.
 Griller/Hot Plate Machine.
 Grinder.
 Tandoor
 Fryer
SHIFTS FOR CONTINENTAL, BAKERY & GARDE MANGER
Morning: 07:00 am to 16:00 pm

Evening: 13:00 pm to 22:00 pm
Night: 22:00 pm to 07:00 am
ORIENTAL KITCHEN HAVE DIFFERENT SHIFTS
Morning: 10:00 am to 20:00 pm
Evening: 13:00 pm to22:00 pm

Chapter: 6
S.W.O.T ANALAYSIS

STRENGTH

 STRONG ONLINE GROWTH: MOST OF THE RESERVATION THROUGH
ONLINE.
 INTERNATIONAL BRANDS ( 990 LOCATIONS IN 73 COUNTRIES )
 LOACATED AT HILLY AREA SO BENEFITED TO ATTRACT THE TOURISM
 GREAT EXPERIENCE LEADER WITH GOOD VISION
 SPECTACULAR VIEWS FROM THE HOTEL ROOM
WEAKNESS
 STAFF TURNOVER
 LACK OF STANDARD SERVICE
 LATE SERVICE
 POOR COMMUNICATION IN MOST STAFF
 LONG WORKING HOURS
 DECLING PROFIT MARGIN
 POOR HUMAN RESOURCE DEPARTMENT
 STILL TRYING TO ESTABLISH ITSELF IN THE EMERGING
ECONOMIES.

OPPORTUNITIES
 Expansion of global tourism market
 Improvement on membership plans, customer loyalty programs

 Employee retention to ensure better services
 Promotional activities was operational areas
 Set higher standards for room’s division
.
THREATS
 HUGE NUMBERS OF COMPETITORS FOR RADISSON LIKE :
 KAPIL HOTEL
 CLARKE HOTEL
 HOTEL CECIL
 THEFT WHICH BREAKDOWN THE IMAGE OF THE HOTEL
 DOMESTICS HOTEL OVERTAKING ON BUSINESS SPECIALLY IN FOOD

AND BEVERAGE

CONCULSION
This project is prepared on the basis of RADISSON SHIMLA during my internship thus,
concluding that this internship exposure made me realize that theoretical is no enough to
perform graduates a high level. Both theoretical as well as practical knowledge is required.
Through this internship program we are able to gain various practical skills and knowledge
required in our nearer future in hospitality industry.
I came to believe that a successful person needs to have professional, strong and good
public speaking skill since their job scope includes them with large amount of communication
imperative to verbal and written communication. To stand and grow in thid industry one must
undergo and think in a very creative way.
Being a staff of the organization one should always have to think about personal growth along
with the growth of the organization. I came to know to be in this industry one must have passion
to work. Must be flexible.

BIBLIOGRAPHY
1) WWW.CLUBCARLSON.COM
2) WWW.RADISSON.COM/SHIMLA
3) HTTP:/WIKEPEDIA.COM
4) F&B SERVICE – R. SINGARAVELAVAU
5) HOTEL HOUSEKEEPING – SMRITEE RAGHUBALAN
6) THEORY OF COOKERY – ARORA
7) HOTEL FRONT OFFICE – SUDHIR ANDREWS
8) HOTEL BROCHUERS

List of annexure/exhibits
 ARRIVAL/DEPARTURE CARD
 REGESTRATION CARD
 RESERVATION CARD
 PAID OUT VOUCHER
 C-FORM
 WAKEUP CALL SHEET
 TARIFF 2015-2016
 WIFI VOUCHER
 MINIBAR SELECTION
 MINIBAR BILL
 KITCHEN TRANSFER
 KOT

ARRIVAL / DEPARTURE CARD
REGESTRATION CARD

RESERVATION FORM / PAID OUT VOUCHER

WAKE UP CALL SHEET
C-FORM

TARIFF 2015 – 2016

WIFI VOUCHER
MINI BAR SELECTION MINI BAR BILL

KITECHEN TRANSFER
CHEQUE LEAF

KITCHEN ORDER TAKER

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ACKNOWLEDGEMENT

her courteous support for completion of this project.

I extend my sincere thanks to Mr. .N. SURESH, DIRECTOR, Department of

imparted in a highly congenial atmosphere true to the reputation of “RADISSION JASS

knowledge & attitude to make a career as a successful hotelier.

NIRAJ G.C T.JOHN COLLEGE, BANGLORE 1|Page

observation I did my training in RADISSION JASS SHIMLA

and opportunities, I am very optimistic about growth of the hotel industry.

NIRAJ G.C T.JOHN COLLEGE, BANGLORE 2|Page

 Food and Beverage Service.

 Food and Beverage Production

NIRAJ G.C T.JOHN COLLEGE, BANGLORE 3|Page

Bangalore STUDENT SIGNATURE

Date: NIRAJ G.C

NIRAJ G.C T.JOHN COLLEGE, BANGLORE 4|Page

NIRAJ G.C T.JOHN COLLEGE, BANGLORE 5|Page

This to certify that this project titled “OPERATIONAL ASPECTS OF

MR. N.SURESH DR SHIKHA TIWARI

DIRECTOR Principal

Date: Date:

NIRAJ G.C T.JOHN COLLEGE, BANGLORE 6|Page

SL.NO CHAPTERS PAGE NO

Chapter -2 Scope, Objective, Methodology and Limitations. 25 to 27

Chapter-3 Profile of the Place & Hotel 28to 58

Chapter-4 Core department 61 to 71

Food & beverage service 84 to 100

Food & Beverage Production 141 to 147

NIRAJ G.C T.JOHN COLLEGE, BANGLORE 7|Page

The literal meaning of hospitality is welcoming behavior towards the guests or

guests or customers like – food, beverage, accommodation, refreshment and

entertainment as per the desire and the needs.

NIRAJ G.C T.JOHN COLLEGE, BANGLORE 9|Page

catering establishment is understood as the organization providing food and beverage

or strangers, resorts, membership clubs, conventions, attractions, special events, and

provides transitional or short-term lodging, with or without food. The hospitality

additional fields within the tourism industry.

NIRAJ G.C T.JOHN COLLEGE, BANGLORE 10 | P a g e

Introduction of hotel industry

A hotel is an establishment that provides lodging paid on a short-term basis. The provision of

suite bathrooms and air conditioning or climate control. Additional common features found in

NIRAJ G.C T.JOHN COLLEGE, BANGLORE 11 | P a g e

conference facilities and social function services.

ORIGIN OF THE HOTEL INDUSTRY:-

emergence of the hotel as a significant commercial induction, however, is a development of the

income group were constructed.

Hotels today are basically classified into the following categories:

NIRAJ G.C T.JOHN COLLEGE, BANGLORE 12 | P a g e

 Economy / limited services hotel

 Luxury / Deluxe hotels

 Bread and breakfast inns

NIRAJ G.C T.JOHN COLLEGE, BANGLORE 13 | P a g e

 Medium hotels [up to 299rooms]

 Large hotels [up to 600rooms]

Other classification can be based on:

e) Owner ship and application

h) Length of guest stay

NIRAJ G.C T.JOHN COLLEGE, BANGLORE 14 | P a g e

First class hotels:

Other usual services.

The usually have a gas station / workshop attached to them.

manages, sightseeing, adventure sports, etc.

NIRAJ G.C T.JOHN COLLEGE, BANGLORE 15 | P a g e

Small hotel – up to 150 rooms