Chapter I

PROFILE OF THE ESTABLISHMENT

INTRODUCTION

The Leela Palaces, Hotels and Resorts is owned and managed by Hotel Leela venture Limited. The company
was established in Mumbai, India in 1983 and was founded by Late Capt. C. P. Krishnan Nair, Chairman
Emeritus and Founder Chairman, who envisioned the hotel group to be amongst the finest luxury hospitality
brands in the world. Today, a little more than 30 years since Capt. Nair began work on putting India on the
luxury map of the world, The Leela Palaces, Hotels and Resorts has grown from one hotel, on the outskirts
of Mumbai, to nine award-winning properties across the country, celebrating India’s diverse geography and
architectural history. All the while, The Leela has remained true to its objective of redefining standards of
luxury hospitality, the world over.

from one hotel, on the outskirts of Mumbai, to nine award-winning properties across the country, celebrating
India’s diverse geography and architectural history. All the while, The Leela has remained true to its
objective of redefining standards of luxury hospitality, the world over.

On February 17, 2013, the leadership of the group was handed over to the sons of Late Capt. C. P. Krishnan
Nair — Mr.Vivek Nair, Chairman and Managing Director and Mr. Dinesh Nair, Co-Chairman and
Managing Director, Hotel Leelaventure Limited.

On May 17, 2014, the Founder Chairman and Chairman Emeritus of The Leela Palaces, Hotels and Resorts,
passed away peacefully at the age of 92, with his family standing beside him.

The Leela Hotels were founded by C P Krishnan Nair, owner of The Leela Group, which he named after his
wife. Nair bought 11 acres of land near his house in Sahar Village, Mumbai to build his first hotel, The
Leela Mumbai, in 1986. It was the the first luxury hotel near the current ChhatrapatiShivaji International
Airport.

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In 1991 a second hotel was opened in Goa. The Leela Goa was designed keeping the overall architecture of
the state in mind. The luxury seaside resort has taken its inspiration from Portuguese heritage and is spread
over 75 acres of land in South Goa nearby Cavelossim Beach.

In 1997 the group's first modern hotel was built with 357 rooms, inspired by the Mysore Palace and the
architecture of the

13thcenturyVijayanagar Empire, and is surrounded by seven acres of gardens. The Leela Group opened its
second resort in 2005 - The LeelaKovalam in Thiruvananthapuram. By 2009, two more properties were
added to this portfolio: in Udaipur (Rajasthan) and Gurgaon. The LeelaKempinski Gurgaon is the group's
first non-owned, managed property. The Leela Palace New Delhi opened in April 2011; the palace is
inspired by Sir Edwin Lutyens Delhi. The group opened a new hotel in Chennai in 2013. There are plans to
open new hotels in Coimbatore, Agra, Lake Ashtamudi (Kollam, Kerala) and Jaipur The company has
marketing alliances with US-based Preferred Hotels and Resorts and is a member of Global Hotel
Alliance based in Geneva, Switzerland. A previous marketing alliance with Germany-
based Kempinski ended in October 2013.

The Leela Palaces, Hotels and Resorts is the trading name of Leela Palaces and Resorts Limited Hotel Leela
venture Limited is the ultimate holding company of the hotel group, and is traded on the Bombay Stock
Exchange and National Stock Exchange of India Hotel Leela venture Limited is itself part of The Leela
Group business conglomerate.

The Leela Palaces, Hotels and Resorts is owned and managed by Hotel Leela venture Limited. The
company was established in Mumbai, India in 1983 and was founded by Late Capt. C. P. Krishnan Nair,
Chairman Emeritus and Founder Chairman, who envisioned the hotel group to be amongst the finest luxury
hospitality brands in the world. Today, a little more than 30 years since Capt. Nair began work on putting
India on the luxury map of the world, The Leela Palaces, Hotels and Resorts has grown from one hotel, on
the outskirts of Mumbai, to nine award-winning properties across the country, celebrating India’s diverse
geography and architectural history. All the while, The Leela has remained true to its objective of redefining
standards of luxury hospitality, the world over. LEuxury map of the world, The Leela Palaces, Hotels and
Resorts has grown from one hotel, on the outskirts of Mumbai, to nine award-winning properties across the
country, celebrating India’s diverse geography and architectural history. All the while, The Leela has
remained true to its objective of redefining standards of luxury hospitality, the world over.

2
 Motto

“AtithiDevoBhava- The Guest is God”

In ancient India there were monks (sadhus) who travelled extensively across the country. During his travel, a
sadhu would seek shelter at any place he wished. The host would welcome him, feed him and make him
comfortable for as long as he stayed. That was ancient Indian hospitality. Where the guest was no less than
God- he still is for us at The Leela .

The Leela Dharma

The Upanishads, or the summation of The Vedas are ancient Indian Scriptures that date back to the 4 th
century B.C. they describe Various ‘Dharma”, which means something established or firm, that forms the
basis of philosophies beliefs and practices originating in India.

Across Leela properties in India, we practice the “Leela Dharma”, a doctrine of duties and simple virtues to
be followed by each individual employee. Derived from the deep rooted Indian tradition of hospitality
“AtithiDevoBhava” (Guest is God as translated from Tritiya Upanishad), these Dharma’s stand for The
Leela Group firmly believes in – Principles that oriented our key employee and form the foundations of our
code of conduct- within the organization, towards each other and, with our most Cherished heritage, our
guests.

The First Dharma

As an integral part of The Leela Group, this will be our primary dharma. No matter what role we perform as
team members, we shall place the guest first and foremost, the organization second, and the self-last, while
performing our duties to the finest standards.

The Second Dharma

Everything we do shall be laced with courtesy and Consideration for others and the highest standards-
whether qualitative, ethical, intellectual, social, monetary and moral.

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The Third Dharma
It shall be our constant endeavour to understand, anticipate and satisfy the needs of our guests with warmth
and attention to detail; apart from maintaining excellence, aesthetics, Style and utmost regard for comfort
and privacy.

The Fourth Dharma

Trust and team spirit will be the foundation stones upon which we raise our company’s future and success.
The taller we grow, the deeper we shall attempt to cultivate these virtues.

The Fifth Dharma

We shall be fearless in performing our duties with conviction and pride, while seeking constructive feedback
and dissent in order to enhance our standards. We shall adhere to industry standards of quality and
certification, and constantly strive to outperform ourselves.

The Sixth Dharma

We respect each other as much as we cherish our guests. We are not an organization of employees, we see
ourselves as a company of stars. Here, very employee is rewarded on an individual basis, in terms of stellar
achievements as well as personal growth.

The Seventh Dharma

Like Mother Nature, we seek to nurture and protect. In all aspects of business, we shall diligently safeguard
the well-being, safety and security of our guests, co-workers as our corporate assets and environment.

The Eighth Dharma

We believe in the dharma of farness. While we may encounter challenge, we shall never forsake the
establishment of a healthy code of conduct or adopt practices influenced by personal preference or
prejudices.

Mission Statement

These are three pillars on which The Leela Group has built its reputation. They also represent three facets of
modern India. World class technology, great tradition enriched over the centuries and the obsessive desire to
be hospitable to global travelers.
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  Innovation
 Excellence
 Perfection

Fig 1.01

The Leela is seated in one of the best natural and breathtaking landscapes on the earth. From the hotel the
guest can view the sea, the river, the estuary, the hills all just from one place.

The Resort has been built in an area of 75 acres, which was primarily a waste land with Centuries old
Banyan tree and a sparse plantation of coconut palms. As a result retaining the Backwater bodies the lagoons
along which the villas are built, came into existence. To prevent any breeding of mosquitoes various type of
fishes primarily Tilapia, beside the Ornamental ones have been introduced in these water bodies.

On consonance with the “Green Vision” of the honorable chairman, Capt C.P Krishnan Nair and that of
Madam Leela Nair, The Leela Goa has constantly endeavored to maintain and improve the natural
environment of the resort. The need for producing plants and ground covers at hand for the vast areas
prompted us to setup the plant nursery. It now also caters to the need for our upcoming sister concern as
when needed.

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 Fig 1.02

The 75 acres of lush green Resort is not thickly populated with 3000,000 tropical trees. Exotic Palms,
Shrubs, And Climbers, besides the ground cover and laws the green carpet. The coconut palms yield the
fresh coconuts served as a welcome drink to the guest .the vast variety of shrubs and ground covers can
inform various parts of the country.

To further garnish the gardens and provided an added attraction to the guest imported strains of orchids and
Anthuriums were added to the collection to the interest and knowledge of guest especially the children
visiting our resort a small fruit and vegetable section was set-up. As a part of the world spice congress held
at the Leela Goa in 1993 a spice garden was added displaying the various types of Indian spices e pepper
clove cinnamon, nutmeg, all kokum, garcinia, avehoerea, etc.

For an eco-friendly nourishing of the plants, the plant waste and the wet garbage are converted into compost
and used. The resorts sprawling garden has become the paradise of flora and the pure white egrets are seen
gracefully walking on the lawns in search of frogs and insects. The cormorants and the kingfisher are happy
diving and feeding on the various fishes reared in the lagoon. The visit of the wild ducks during the
monsoon season, and the birth of the young once is a true sign of what at paradise it is. The myna and the
bulbuls twitter high up in the trees hopping and dropping the flower to create a floral carpet on the pathway.
Besides a host of forget, the mongoose being always on the prowl for reptiles.

The exotic collection of plants and flowers that lends variety and creates a burst of colors, welcomes the
guest all over the resort through the year. Recently renovated, The Leela Goa now offers a range of 206 new
6
and refurbished rooms replete with modern amenities along with multiple dining options. Situated on the
Arabian Sea and boarded by the River Sal.

Goa offers visitors a cultural experience that is truly Indian, coupled with its unique “Goan Spirit” derived
from a history of Portuguese rule that spans more than 450 years. The Leela Goa has taken architectural
references from 13th Century Vijayanagara Empire and 18th Century Portuguese styles. It opened on 29 th
September 1990.

The hotel’s fine dining concepts include a new pavilion restaurant called The Restaurant with four live
kitchens serving global gourmet cuisines and a new Jamavar, The Leela’s signature fine dining Indian
restaurant. Guests can also enjoy local fresh seafood at Susegado, the beachfront grill restaurant, fine dining
at the Riverside, the Italian restaurant on the banks of the river Sal, sparkling cocktails and snacks at the
Pool Bar and refreshment and appetizers at the Yali Lounge.

When it comes to the in-resort leisure facilities, this expansive resort has something for every guest- an
award- winning spa that offers ayurvedic and natural therapeutic treatments, a full-service beauty salon, a
fitness centre with complimentary steam and sauna, a tennis club with floodlit court, a swimming pool, a
lush green 12 hole executive golf course and a casino gaming room.

For guests seeking unparalleled luxury, The Leela Goa has its very own- The Club. Private and exclusive,
The Club has 20 lavish sites, each with a personalized 24-hour butler, all-day dining at the Club Lounge and
private access to a 25 meter swimming pool and the beach.

Resort Layout

Fig 1.03

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 Architecture

Built in 1990, the former Leela Beach Hotel was renovated in 1998. Top California- based architects
Wimberly, Allison, Tong& Goo, handled the project which has brought the architectural and design
elements throughout the new resort in line with superior world- class standards.

The design specifications combine the theme of an ancient Indian simmer place residence with superior
Portuguese- style villa accommodation. Extensive had been made of light-colored unfinished granite
flooring; marble finishes and carved stonework in the open lobby area to create an authentic palace
ambiance.

On average, Lagoon Suites provide more than 695 square feet of luxurious living space. Here once again,
the accent is on elegant simplicity and soothing, natural views. Marble bathrooms lent opulence, and
carefully selected objects d’art creates both an ancient Indian and Goan “feel”. All accommodation includes
a private terrace and 4 deluxe suites feature private plunge pools.

A part of our surroundings have recently been rebuilt into The Club which consists of 15 one-bedroom
suites and a 25meters lap pool. The Club Lounge offers breakfast, light lunches, afternoon tea, dinner and
cocktails.

The architecture and layout of The Club has been designed by Jaya & Associates from Jakarta. The Club at
The Leela is a truly private and exclusive environment amidst the serenity of Goa’s natural landscape. Each
suite is appointed its own private butler- the ultimate in personalized service.

Ownership

Ceres Hotels Private Limited:

 Lord Raj Kumar Bagri

 Mr. Apurva Bagri
 Ms. Aditi Bagri
 Ms. Amisha Bagri

Management Company

Hotel Leelaventure Limited:

 Founder – Late Capt. C.P. Krishnan Nair

 Mr. Vivek Nair- Chairman & Managing Director
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  Mr. Dinesh Nair- Co-Chairman & Managing Director
 Mrs. Madhu Nair- Director Operations & Interior Design

Marketing Partners

The Leela Palaces, Hotels & Resorts signed a Sales and marketing agreement with US based, Preferred
Hotel Group effective June 1, 2008. Preferred Hotel Group is headquartered in Chicago and is a global
leader in the hospitality industry providing reservations, sales and marketing services to more than 600
independent hotels and resorts in over 65 countries.

The Leela Palaces- Hotels –Resorts, has joined the Global Hotel Alliance (GHA), the world’s largest
alliance of independent luxury hotel brands. The GHA, formed in 2004, partners hospitality groups
Kempinski, Omni, Pan and Pacific, and comprises a 190 upscale, luxury hotels and resorts, each brand a key
player in their region of operation. From January 1, 2007, the Asian Hotels Alliance (AHA) has merged with
GHA, immediately bringing Dusit Hotels & Resorts, Landis Hotels & Resorts and Marco Polo Hotels as
new members of GHA.

Company Values

 Customer Satisfaction
In our profession of hospitality, to serve him well and exceed his expectations is the sole purpose of
our existence. This means total commitment from all of us and team work that cuts across
department limitations.

 People
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 People form organizations. We need to treat each other with respect and care and build an
environment that fosters growth rather than sap our energy. We at the Leela recognize this truth and
strive to practice it. The leadership is committed to not only employee welfare but also to creating a
work culture that is challenging and rewarding.

 Product Quality
Whatever we do needs to be measured on the scale of quality. Quality is a way of life. It is
fundamental for success in all things we do. As employees of this successful company, quality is
something we can be proud of and contribute to.

 Cost Control
A penny saved is penny earned. Costs that are unnecessary and avoidable, that do not contribute to
product quality or service standards need to be eliminated. We need to be cost conscious and alert to
losses and frivolous expenses. This will keep the company trim and fighting fit.

 Profitability
For us profitability is an attitude. It is our approach towards work that finally decides our efficiency.
We need to constantly ask ourselves “Does this actively have a net positive result and is it cost
effective”. Profitability indicates our competitiveness in the market and our ability high growth rates.

“Marking Excellence Our Way of Life”

Hotel Address
The Leela Goa

Mobor, Cavelossim

Salcette, Goa 403731, India

Tel No :( + 91832)662 1234

Facsimile: (+91 832) 2871352

E-mail: reservations.goa@theleela.com

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 Accommodation

When luxury and modernity blends seamlessly with Goa’s pastoral culture, the end result is a collection of
206 thoughtfully designed rooms and suites appointed with modern amenities, perfect for a relaxed and a
memorable holiday. The Leela Goa offers eight different types of room categories to choose from, with
some suites at The Club treating guests with their very own private plunge pool and 24-hour butler service.

Complementing the extravagant offerings, all rooms and suites in the hotel are equipped with a high
definition Plasma television with a dedicated DVD console, a mini bar with a selection of drinks and snacks
and wifi internet connection.

Rooms Categories

Total No. Of Suites and Rooms - 206

Room Categories No. of Keys

 Lagoon Terrace Rooms 94

 Conservatory Premiere Rooms 66
 Lagoon Suites 21
 Lagoon Deluxe Suites 05

The Club Suites

 Club Suites 09
 Club Pool Suites 06
 Royal Villas 04
 Presidential Villa 01

Facilities in the rooms

 A minibar offering a selection of drinks & snacks

 Individually controlled air conditioning
 Satellite TV
 DVD Player
 IDD Telephone
 Private Patio
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  Electronic Safe
 Coffee and Tea making facility
 Hair dryer
 Ceiling Fan
 Complimentary toiletries
 Bathrobe
 Wi-Fi internet Connection

Lagoon Terrace Room

Fig 1.04
The newly upgraded and elegantly furnished room reflects the ting –pot-spirit of Goa. Each lagoon terrace
room at the Leela Goa has a private balcony overlooking the lagoon as well as a garden entrance. The room
offers a mélange of modernity with pastoral culture of GOA beautifully brought alive in each one of these
rooms.

Key facts:
 37sqm room with a two post bed and 10 sqm private balcony overlooking the ever so
beautiful lagoon
 40” plasma TV with a dedicated DVD console
 Electronically operated day lit bathroom equipped with a twin spout massage shower as a
sink in bath tub

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 CONSERVATORY PREMIERE ROOM

Fig 1.05

Ideal for families holidaying with their young children, these rooms are spreads over 58 square
meters and come with an extra sitting area, complete with a comfortable sofa-cum-bed and a separate
flat screen TV.

Key Facts
 58 sqm room with a two poster bed
 40” plasma TV with a dedicated DVD player
 Electronically operated that lit bathroom equipped with a twin a pout massage shower and a
sink-in bath tub.

LAGOON SUITE

Fig 1.06

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The newly renovated lagoon suite recreates the Portuguese villa ambience the GOA is famous for with the
art moderns amenities which are certain to surprise and offer top an avenue to the world of luxury. Suits
offer a choice of one or two electrically operated day lit bathroom equipped with a twin spount massage
shoer and a sink-in bath tub and vanity sections as well as two terraces that overlooks the becalming lagoon.

Key Facts
 72 Sqm room with a two poster bed with 20 sqm private balcony space.
 Attached living room area with a balcony overlooking the lagoon
 40” plasma TV with a dedicated DVD console
 Sleeps max 2 adults or 2 adults+2 children below 12 years

LAGOON DELUXE SUITE

Fig 1.07

The lagoon deluxe suite has an area of 100sqm.a private balcony for those private members, two oversized
electronically operated day lit bathroom equipped with a twin massage shower and the result is pure magica
Goan style.

Key features
 98sqm room with 19sqm of balcony space
 40” plasma TV with a dedicated DVD console
 Sleeps mas 3 adults or 2 adults +1 child

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 The Club

The Club at The Leela, Goa brings a new style and exclusivity to an area already renowned for its
sophistication in this beautiful tropical state.

15 one bedroom suites, 6 with own pool, provide the ultimate in holiday luxury, with the added indulgence
of a personal butler service for each suite. Set in a tastefully designed enclave adjacent to the main resort
property, enjoy pool and separate beach area make it truly exclusive.

The designs of The Club suites have been developed with painstaking attention to detail to ensure the
highest guest comfort. Each suite provides a spacious living room and bedroom, with lifestyle interior
design creating an open and well-planned environment.

Facilities and services

1. 25 meter swimming pool

2. Separate exclusive beach area with bar
3. Club Lounge(exclusive for Breakfast and lunch- dinner other guests can also dine with prior
reservations)
 Personalized butler service
 Complimentary transfers by car
 Complimentary Wi-Fi
 Complimentary laundry- 8 pieces per room per day
 Evening Hi-Tea from 3:30pm to 5:30pm
 Complimentary Breakfast

THE CLUB SUITE

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 Fig1.08

These rooms are recently in exotic contemporary design, the hotel has only 9 such villas. The living areas is
separated areas is separated from bedroom with two balconies and they have a partial ocean and golf course
view, own marble bathroom, ceiling fans.

Key facts:
 120sqm room with 40sqm of balcony space
 The suite is part of the exclusive club with 25m pool lounge
 Butler service
 Complimentary hi tea and cocktails between 3pm to 5 pm
 Complimentary laundry service
 Complimentary internet
 Air-conditioning in all rooms
 A plasma TV, bose wave system and an el-safe
 Sun deck beds and a set of table and chairs in balcony
 Sleeps 2 or with one child.

POOL SUITE

Fig 1.09

These room as also recently renovated in exotic contemporary design, the hotel has only 6 such villas. The
living area is separated from bedroom with two balconies and they have a partial ocean view and golf course
view, one marble bathroom, one open bath area and ceiling fan.

Key facts
 140sqm room with 50 sq., of balcony space
 The suite also offers an attached outdoor private plunge pool
 Butler service
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  Complimentary hi tea and cocktails between 3pm to 5 pm
 Complimentary laundry service
 Complimentary internet
 Air-conditioning in all rooms
 A plasma TV, bose wave system and an el-safe
 Sun deck beds and a set of table and chairs in balcony
 Sleeps 2 or with one child.

ROYAL VILLA

Fig 1.10

The ambience in these villas is as regal as their name goes. Situated close to the lagoon yet offering a breath-
taking view of the Arabian Sea and the verdant golf greens, these accommodations spell out languid luxury
moments. Built as a perfect example of the absolute lavish resort-style villa, these 2432 sqft (225 sqmt)
villas come with a master bedroom, a guest bedroom, living and dining room. The luxurious Italian-marble
bathroom is built in with a private Jacuzzi, plunge pool and terrace looking out towards the golf course and
ocean.

Key facts
 166sqm room with 60 sq., of balcony space
 El-Safe- Plasma TV- Bose wave system
 Butler service
 Complimentary hi tea and cocktails between 3pm to 5 pm
 Complimentary laundry service
 Complimentary internet
 A bottle of house wine placed on arrival
 Sleeps 04 adults

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 PRESIDENTIAL SUITE

Fig 1.11

The suite at the LEELA GOA is bigger than most villas in GOA not surprisingly, this villas boasts a
master bedroom, a living room, dining room with a kitchenette. Supersized marble bathroom, sport
double vanity counters, sunken bath and separate showers. a private spacious sun terrace with a pool
and jacuzzi will make the guest feel like a head of state.

Key Facts
 290sqm Room With 150sqm Of Balcony Space
 EL-Safe, Plasma TV With Bose Wave System
 Butler Service
 Complimentary Hi Tea And Cocktails Between 3pm To 5 Pm
 Complimentary Laundry Service
 Complimentary Internet
 Air-Conditioning In All Rooms
 Sleeps 6 Adults Including Children

Restaurants
Dining at The Leela Goa is an epicurean’s delight. With five destinations serving food and beverages from
across the world, the property is truly a global dining destination. Executive Chef KayomarzBharucha and
his team have personally reviewed and selected the best ingredients to cultivate menus and dishes that suit a
wide spectrum of guest tastes.

 The Restaurant
 Jamavar
 Susegado
 Riverside
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  Yali Lounge
 Aqua

Personalized Dining Experience

Along with the restaurant dining options offered by The Leela Goa, guests also have an option to create their
own memorable evening by choosing one of the many personalized dining experiences created especially for
them, by them.

Guest can choose from either one of the cozy Riverside gazebos right next to river Sal, the private dining
place at The Restaurant or a beach canopy at Susegado for a heavenly and intimate dining experience, with
complete privacy.

From exquisite décor comprising fresh flowers, mellow lighting and scented candles to live musicians to
cuisines of one’s choice – everything is individualized. Our experienced staff shall see to it that every detail
is taken care of, an unforgettable memory.

THE RESTAURANT

Fig 1.12

Savoir flavors from around the world, of the most authentic spreads, including the Goan fish curry, Thai
green curry or Italian pasta.
 
This dining experience features interactive live kitchens serving Indian, Western and Asian cuisines.
Rich and spicy Indian, fresh and crunchy oriental and an unending course of dessert line the buffet table.
 
Extending into a verandah-like level and thus adding a touch of poolside dining, The Restaurant defines
luxury in all aspects of the word. A buffet spread like none other, with live cooking stations, an extensive

19
spread of delightful dishes, elegant yet informal settings and an innately attentive group of staff are just what
make dining at The Restaurant one of the most distinctly pleasurable experiences across restaurants in Goa.

 Location-Close to Lobby
 Concept-Overlooking The Swimming Pool And Garden And Offers Contemporary Continental
And Asian Cuisine
 Hours Of Operation 7:30 Am-10:30pm
 Lunch – 12:30pm-3:30pm
 Dinner - 7:30pm -10:30pm
 A la Carte - 11:00am to 10:30pm
 Covers - 264(Largest In Goa)

JAMAVAR

Fig 1.13

Indian Specialty Restaurant

Our signature Indian restaurant serves the finest dishes made using recipes from royal Indian kitchens.
Indulge with our gastronomic delights.

Jamavar complements the existing repertoire of culinary offerings already available at The Leela Goa.  With
its modern minimalistic décor, an evening in this restaurant is sure to entice you to pay another visit.
Jamavar is imbued with an open and airy ambience perfectly suited to this beachside resort.

Taste authentic North and South Indian cuisines that reflect the distinctive cooking styles and dining rituals
of India’s ancient nobility

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  Location: overlooking the pool
 Concept: authentic Indian cuisine
 Hours of operation:7:00pm to 10:30pm
 Seating 124
 Smart casual, gentlemen are requested to wear long trousers and collar shirt or polo shirt,
short, t-shirt and flip flop are not accepted in the restaurant.
 This is the hotels signature restaurant. Jamavar offers the very best of the Indian as well as
Goan cuisine.

SUSEGADO

Fig 1.14

Beachside seafood restaurant

Walk into this beachfront grill restaurant with your beach floppers to enjoy the music, gentle breeze and
fresh seafood of grilled to perfection.

You can feel the spirit of Goa at Susegado, The Leela Goa’s seasonal beach restaurant, which redefines
laidback sophistication and embodies the essence of the word ‘susegado’, meaning ‘relax and live it up’ in
the local language.

The restaurant menu entices you with an imaginative selection of fresh salads, a light and refreshing fare for
a leisurely lunch, and with satiating grilled or tandoori seafood and meats for dinner. Raise a toast and pick
from our extensive selection of wines and spirits, as you gaze upon the vast expanse of the white sands,
aquamarine Arabian Sea and its effervescent surf.

 Location: on the beach

 Concept provides breathtaking view of the Arabian sea and offer a variety of local fresh sea
food snakes and salads.
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  Hour of operation
Lunch: 1200pm to 3:30pm
Dinner: 7:00pm to 10:30pm
 Bar is open from 9:30am to 10:30pm
 Seating:53
 Dress code: resort casual. No wet swim suit allowed in the restaurant. All are required to wear a
top for lunch and dinner, smart resort casual is required

RIVERSIDE

Fig 1.15

Fine dining Italian restaurant

Overlooking the Sal River, this Italian restaurant has a romantic setting that is perfect to serenade your loved
one.
Walk in for one of the dreamiest evenings of your life even as you indulge in authentic Italian fare made
with the freshest of ingredients. This Italian restaurant is undoubtedly counted as one of the best in Goa.
 
Chef Lenin Sreedharan’s imaginative creations are as much a pleasure to the eye as they are to the palate.
Let the complete experience of serene ambience, exquisite wine, delectable food and attentive service charm
you.  Step in to this restaurant on the banks of the Sal River to discover why we are known for being one of
the top luxury dining experiences in Goa.
 Location: Riverside
 Concept: pamaramic view of the river Sal and offer contemporary Italian cuisine and local fresh
seafood
 Hour of operation:7:00pm to 10:30pm
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  Seating:54 covers
 Smart casual, gentlemen are requested to wear long trousers and collar shirt or polo shirt, short,
t-shirt and flip flop are not accepted in the restaurant.

AQUA

Fig 1.16

Entertainment lounge with a discotheque

Get a glimpse of the nightlife in Goa, as you lounge, at Aqua. Aqua brings you a tiny version of the many
happy moments in Goa. Catch a game of snooker or chess, curl up with an engrossing book, sip tea or a
cocktail, and spend quality time with your loved ones.

Aqua also pulsates with catchy tunes and beats as it turns into a discotheque in the later part of the evening.

 Location: Lower Lobby

 Concept-Entertainment lounge with discotheque
 Hour of operation:10:30pm To 1:00am
 Seating:105
 The guest can never be too far away from a party in go thanks to the hotel entertainment lounge
aqua. a bar lounge in the evening
 And a discothèque by the night
 Happy hours 6:00pm till 10:00pm
 Thursday,Friday,Saturday6:00pm Till 1:00pm

23
 YALI LOUNGE

Fig 1.17

Lounge with a view

Catch up with friends over afternoon teas or after-dusk drinks in one of the best lounges in Goa. Stay high
on life. Admire the fine architecture, amber-lit Nat raja and the interiors of the Yali Lounge, all reminiscent
of the Vijayanagara Empire. You would see why it is considered one of the top lounges in the state. Enjoy
the light music playing as you catch up with friends or make new ones over a drink, whether it is a cup of
green tea or an extra-dry Martini.

 Location: lobby
 Concept: located opposite the reception area overlooking the gardens. Offers a variety of
cocktails, refreshments and snakes
 Hours of operstion:9:30am till 00:00am
 Seating:84

24
ORGANISATION CHART OF HOUSEKEEPING DEPARTMENT

Fig 1.18

ORGANISATION CHART OF CLUB LOUNGE

Fig 1.19
25
ORGANISATION CHART OF FOOD AND BEVERAGE DEPARTMENT

Fig 1.20

26
ORGANISATION CHART OF HOTEL

Fig 1.21

27
 CHAPTER II

PROFILE OF THE DEPARTMENT/S TRAINED IN

HOUSEKEEPING DEPARTMENT

Organizational Chart of the Housekeeping Department

Executive
Houskeeper

Asst. Executive
Housekeeper

Floor Supervisor Public Area Supervisor Linen Room Desk Control

Supervisor Supervisor

Guest Room Cloak Room Attendants

Linen & Uniform Attendants
Attendants

Housepersons Tailors
Housepersons

28
 Fig 2.01

Housekeeping:
Efficiently managed housekeeping department ensure the cleanliness, maintenance of lodging properties.
The house keeping department not only prepares clean guest room on a timely basis for arriving and
staying guests, it also cleans and maintains everything in the hotel so that the property is as fresh and
attractive as the day it opened for business. The task performed by a housekeeping department is critical
to the smooth daily operation of any hotel.

Responsibilities of housekeeping departments:

 Clean guest rooms, corridors ,lobbies ,stairways, elevators and lounges.
 Organize work schedule from the room status list, arrivals and departures list.
 Distribute bed & bathroom linen and supplies using wheeled carts or by hand.
 Replace dirty linens with clean ones.
 Monitor guest laundry bags.
 Replaces laundry bags and slips.
 Sorting of soiled linen and putting them into the linen chute.

29
  Keeping the service area clean and tidy.

Role of housekeeping in hospitality operation

 Efficiently managed housekeeping department ensure the cleanliness ensure the cleanliness,
maintenance and aesthetic up keep of lodging properties. The housekeeping department not only
prepares, on time basic clean guest rooms for arriving guests. It also green and maintains everything
in the hotel so that the property is fresh and attractive as the day it opened for the business.

Job Description of the staff:

 GENERAL MANAGER:
General manager usually sets a guide for the executive housekeeper to come up with different strategies to
work and ensure that the housekeeping department runs efficiently and on budget with limited resources
available. General Manager overlooks the department.
 EXECUTIVE HOUSEKEEPER:
 Interview, select, train & counsel staff in the housekeeping department.
 Develop housekeeping systems & standards and see that they are followed.
 Listen to the staff problems & grievances & try to solve them. Prepare the annual housekeeping
budget for submission to the GM & control cost within the department.
 Conduct meetings with the housekeeping staff to exchange ideas & solve problems.
 ASSISTANT EXECUTIVE HOUSEKEEPER:
 Assist the EHK in all his or her work.
 Prepare Housekeeping Occupancy List for Front Office.
 Undertake daily rostering of the staff.
 Check the par stock of linen & guest supplies.
 Inspection, control & maintenance of heavy costly machines.
 Maintenance of safety& security systems.
 Control key issuing procedure to the employees.
 FLOOR SUPERVISOR:
 Assign duties to room attendants & maids
 Inspect each room completed by room attendants according to specified room checklist.
 Handling guest rooms as well as guest supplies.
 Check all safety systems on the floor.
30
  Inform about any maintenance work to the control desk.
 Keep an account of the movement of linen from his or her floor.
 Regularly check the working condition of the equipment.
 PUBLIC AREA SUPERVISOR:
 Responsible for the cleanliness of all the public areas in the hotel.
 Remove furniture, curtains & other fixtures from the restaurant which require repairs, mending,
spotting, washing etc.
 Prepare schedule for Chandelier cleaning
 Check & control equipment like vacuum cleaner, scrubbing machines etc.
 Maintain clean safety & security system in public areas.
 Initiate the follow up maintenance order for public areas.
 LINEN OR UNIFORM ROOM SUPERVISOR:
 Check regularly the condition of the uniform & hotel linen.
 Assign daily work to the tailors.
 Maintain the records and registers.
 Conduct periodic inventories.
 Keep a record of the discarded linen.
 Ensure that the linen room is kept neat & clean.
 Ensure that all linen & uniform materials are neatly & systematically stacked & arranged.
 Purchase order for new linen.
 CONTROL DESK SUPERVISOR:
 Handling guest & staff messages.
 Providing relevant information about room status to the assistant housekeeper.
 Handling keys.
 Preparing housekeeping discrepancy report.
 Maintaining Lost & Found articles & keeping a record of these articles.
 Maintaining other records and registers at the desk.
 Preparing task sheet for morning shift attendants.
 Coordinates with Front office & Engineering department.
 GUEST ROOM ATTENDANT:
 Clean guest bedroom & replenish the supplies as per the room checklist.
 Clean guest bathroom & replenish the supplies.
 Report the missing or broken hotel property to the floor supervisor.
 Attend daily briefing.
31
  Check for any maintenance job order & inform the supervisor.
 Provide relevant information about the hotel to the guest.
 Provide turndown service to the guest in the evening.
 Follow proper key control procedure every day.
 Count the soiled linen & hand it over to the linen room.
 Maintain a polite & helpful attitude towards the guest.
 LINEN OR UNIFORMROOM ATTENDANT:
 Issuing uniforms to all the hotel employees.
 Daily checking the condition of uniforms.
 Count the soiled uniform or linen which are received & issue the same number of fresh linen or
uniform.
 Maintain a record and register for the movement of linen & uniform.
 Assist & supervise during inventory time.
 Check the damages if any while receiving soiled linen or uniform.
 Store the linen or uniform according to the prescribed methods.
 CLOAK ROOM ATTENDANT:
 Collecting soiled hand towels from the rest rooms.
 Maintaining adequate stocks of soaps & towels in public area restroom.
 Maintaining a polite & a helpful attitude towards the guest.
 Maintaining a shoe shine kit & cleaning the shoes of the guest.
 Maintaining all cupboards & fixtures installed in the cloak room.
 HOUSEPERSONS:
 Should clean & replenish the linen from floor & pool area.
 Should clean all windows, doors & ventilators.
 Should polish all brassware.
 Should clean public areas like swimming pool, garden path.
 Shift beds, chairs, cleaning carpets.
 TAILOR:
 Mending all damaged linen or uniform.
 Keeping the record of the fabric which is used.
 Preshrink all materials which has the tendency to shrink.
 Estimate the requirement of materials & request the Linen room supervisor to present the requisition at
the stores.

32
 Responsible for the cleaning & maintenance of the e

LAUNDRY

It is the area where the soiled linen in the form of blankets, bed sheets, napkins etc. is given for washing,
ironing etc. The laundry at the hotel is in-house and takes care of the laundry at the hotel for the entire
establishment. It is equipped with modern equipment such as washers, dryers, steam presses. Laundry
supplies line to housekeeping for all the rooms, restaurants for napkins. It also takes care of staff uniforms.

OPERATIONAL PROCEDURE FOR LAUNDRY:

1) Collection of soiled linen:

Soiled linen is collected from various areas of the hotel such as housekeeping, restaurants, banquets
etc. Linen is sorted, counted and then taken to the laundry by the service staff in case of service
linen, and in case of housekeeping, the linen is thrown down via laundry chute. The guest linen is
collected by the valets after getting laundry request for the guest room.
2) Transportation of linen to the laundry:
Linen that comes to laundry is sorted according to the type. Guest clothes are tagged with the help pf
tagging machine.
3) Washing:
Once the linen is collected it is sent for washing in batches so that the machine does not get
overloaded. Washing is carried out in heavy washing machines with the help of particular washing
agents. Guest linen is washed separately in other washing machines.
4) Dry Cleaning:
It is a process where the washed linen is subjected to large dry cleaners so that the moisture content
is removed.
5) Pressing Ironing:
Washed clothes are ironed with the help of steam presses, ironing machines, iron press etc.
6) Folding:
Ironed clothes are folded with the help of machines and some are folded with hands.

33
 LAUNDRY CYCLE

o lecti
C o
sp o
Tran n lin
rti so enf
ild sp o
Tran rtati
tgh efu
in
o
p s fi en
ro
d
n
lau to
y
g
in
ld
Fo rti g&
So
Tagin
resin g
P
i n
n
Iro
& g in g
ash
W
r yin
D g

Fig 2.02

SIZES OF LINEN

Sl. No Particulars Size

1 Duvets:
King 94 X 102”
Queen 92 X 94”
Twin 76 X 98”
2 Duvet Covers:
King 106 X 108”
Queen 100 X 106”
Twin 80 X 102”

34
 3 Bed Sheets:
King 113.5 X 121.5”
Queen 103.5 X 121.5”
Twin 97 X 103”
Single 72 X 108”
Double 108 X 108”
4 Pillow:
Large 25 X 39”
Small 23 X 31”
5 Bathroom Linen:
Bath Towel 75 X 160”
Hand Towel 41 X 64”
Bath Mat 53 X 91”

Table no: 2.1

List of supplies & amenities placed in the room:

Bathroom Supplies:

 Soap
 Shower Cap
 Loofah
 Dental Kit
 Shaving Kit
 Sanitary Bag
 Tissue papers
 Body Cleanser
 Hair Cleanser
 Hair Conditioner
 Body Moisturizer
Bathroom Amenities:
 Hair dryer
 Magnified Shaving mirror
 Disposable Slippers
Tea & Coffee chest placed in the guest room:
Tea:
 Earl Grey Tea
35
  Darjeeling Tea
 English Breakfast Tea
 Dolly’s Tea
Coffee:
 Nescafe
Sugar:
 White Sugar
 Brown Sugar
 Splenda (Low Calorie Sweetener)
Other Amenities:
 Scribbling pad
 Pen
 Water bottle
 Match box
 Letter heads
 Envelope
 Hot water kettle
 Ice bucket
 Hangers
 Shoe shine
 Digital safe
 Iron & ironing board (on request)
 Cookies platter (suite room)
 Fruit basket.

SHIFT TIMINGS:

Morning Shift : 7 am to 4 pm.

General Shift : 9am to 6 pm

11 am to 8 pm

Afternoon Shift : 1 pm to 10 pm

36
 3 pm to 12 am

FOOD AND BEVERAGE DEPARTMENT

FOOD AND BEVERAGE SERVICE ORGANISATIONAL CHART

37
 Fig 2.03

The food and beverage department of the goldfinch is very elaborate and divided into many sub sections
with a large number of staff handle the whole department. It includes various department ranging from
restaurants, banquets, room service, pub etc.

The various F & B outlets of the hotel are follow:

KABAB STUDIO - Multi cuisine restaurant

SANA DI GE- coastal cuisine restaurant

Room service and mini bar

SILVER BELLS- Banquets

SENATE - Board room

CAFE MOJO – Pub

The shift timings of the F&B department outlets differ from each other but in general the timings are as
follows:

38
SHIFT TIMINGS:

Morning Shift : 7 am to 4 pm.

General Shift : 9am to 6 pm

11 am to 8 pm

Afternoon Shift :1 pm to 10 pm

3 pm to 12 am

Job Description of the staff:

FOOD AND BEVERAGE MANGER

 He is responsible to seeing that the policies of the establishment are meet and carried out
 He sets up menus for various food service areas and for special occasion
 He motivates the staff
 He is responsible to ensure that the required profit is achieved from each F&B outlet for the financial
year
 He is responsible for updating and combining new food and beverage list according to the
availability of sticks current trends and guest needs

Duties of Reception Head Waiter

 The staff member is responsible for accepting any booking and keeping the booking up to date.
 He will reserve the table and allocates this reservation to a particular station
 He greats the guest pan arrival and will take them to the table, seat them and give the handover to
station head over to station head waiter
 He should have good knowledge of food and beverage

Procedure of food & beverage

Linen exchange procedure

 At the end of service all the linen is collected and counted to taken to housekeeping.
 It is again counted
 One clean linen is issued against the soiled one
39
  It is entered in the linen exchanged book

Procedure for service on guests table

 When the guest enters the restaurant he/she is welcomed by the hostess and wished according to the
part of the day
 The hostess then takes the guests room number, if he/she is an in house guest and then escorts the
guest to the table
 The guest is then seated by the food and beverage service associate
 Service of water is done to the guest on the table
 The menu is presented to the guest
 The order of the guest is taken and the dish is presented to the guest
 The service staff keeps an eye on the guest so that any service needed are not delayed for the guest
 Clearance of soiled plates and glassware is done and the table is re-set

FOOD PRODUCTION DEPARTMENT

Hotels are proud of their reputation for fine cuisine and elegant dining. Food production is an
integral part service of hotel. When the guest arrives at the hotel he expects good food of the highest
possible standards. Especially in today’s times with growing competition it is very essential that the
hotel tries to provide as many food outlets to the guest serving various kinds of quality cuisine.

Nowadays the restaurants not only provide services to the in-house guests but also to the local guest of
the recognized patrons.
Food production is the conversion of food from the raw to the palatable state. It is no longer a profession
concealed in mystery like the secrets are available easily today with its formula. There principles,
procedures and techniques in food production are just as there are in other fields.
Food production is respect to connoisseurs of food who have been passing techniques and styles of
cooking from generation to generation. It is due to this fact that food production has developed to the
advanced form it portrays today. Even for achieving the goal of profit, emphasis is not only on quality of
food and techniques of presentation but also on hygiene ‘nutrition, satisfaction and economy to a
customer. For the functioning of the outlets there a series of kitchen provided. Although these entire
kitchens were not covered during our training period the following were provided to us for the same.

In the hotel main sections are:

 Indian kitchen
40
  Tandoor kitchen
 Continental kitchen
 Bakery
 Banquet kitchen
 Indian Halwai kitchen
 Gardemanger
Barbeque kitchen

Fig 2.04
 KITCHENINDIAN

It mainly provides Indian cuisine, especially North Indian food and South Indian.Even service of a-la-
carte and buffet dishes is done.

 TANDOOR KITCHEN

This section is responsible for the preparation of the all tandoor items, which basically includes Indian
breads like Naan, Roti and other meat preparations.
 CONTINENTAL KITCHEN

This kitchen prepares all European dishes like Pastas, Salads, and Soups, Sandwiches with all other
continental preparations etc.
 INDIAN HALWAI KITCHEN

This section is involved in the preparation of all Indian sweets whether hot or cold. All the dishes are
prepared by the Halwai for ‘a-la-carte menu’ as well as banquet parties and kept in the cold storage.

 BANQUET KITCHEN

It is the main area of kitchen which provides dishes for banquet functions.

 GARDEMANGER

It is a cool, well-ventilated area where cold dishes (such as salads, hors-d’oeuvres, 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 de 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 etc.

41
BUTCHERY

Butchery in hotel terminology is also called “Meat Fabrication” as it is involved in changing the form of
meat, poultry, fish etc. from unclean and large chunks to clean and appreciate sizes.

 BAKERY
It is an a fine art cold kitchen in which daily bakery products like Breads, Danish , corrosions, muffins,
doughnuts, and different kind of Pastry items and desserts .

ORGANIZATIONAL CHART OF KITCHEN

Executive chef

Sous Chef

Jr. Sous Chef

Chef de Partie

Commis 1

Commis 2

Commis 3

Trainee

42
 Fig 2.05

Job Description of Kitchen Staff:

 EXECUTIVE CHEF:
 Planning menu:He has to take into consideration all the factors which influence the planning of
menus and the chef has to take a critical note of all the activities which are important in the menu
planning.
 Forecasting: Before indenting and buying, the chef must be able to produce the accurate
estimates of the volume of production.
 Purchase: The food cost will go up if the purchasing is not done in an optimum manner.
Excessive raw materials results in pilferages whereas shortage of raw materials results in the loss of
business and decreases the no. ofclientele
 Planning work schedule: It is the duty of the executive chef to ensure that the schedule of work
is planned in such a way that enough work forces are available all the time. So, the work schedule
should be properly planned in order to ensure man power availability during the peak season and
festival time.
 Staff hiring: Although the final decision rests with the personnel manager but the details of the
staff hiring are given by the executive chef because he is the one who is actually taking part in the
day-to-day operation.
 He is one who is responsible for maintaining close liaison with the other departments.
 He presides over the departmental meetings from the kitchen side.

43
  He is responsible for the aesthetic upkeep of the kitchen dept.

 SOUS CHEF:
 The Sous chef is responsible for his particular department which may vary e.g. pastry, garde
manger.
 He issues a duty register for his department and hands over duty sand responsibilities for the staff
working under him.
 The Sous chef is answerable to the executive chef and He has to keep the functioning of his
particulars up to date.
 He sanctions overtime and leave for the personnel in his department.

 CHEF DE PARTIE:
 Ensures that the food items are picked up timely and checks portion control.
 Task over the duties of master craftsman in his absence.
 Prepare the storeroom requisition.
 Ensure the proper storage of raw materials.
 Ensure correct maintenance and usage of equipment.
 Supervise the wastage control and mise-en-place.

 COMMIS:
 Maintains overall cleanliness.
 Prepares the food dishes.
 Responsible for proper usage of raw materials and equipment’s.
 Ensures proper storages of raw materials. Ensures the store Pick- up is proper.

SHIFT TIMINGS:

Morning Shift : 7 am to 4 pm.

General Shift : 9am to 6 pm

11 am to 8 pm

Afternoon Shift :1 pm to 10 pm
44
 3 pm to 12 am

CHAPTER III

LAYOUT OF THE DEPARTMENT AND EQUIPMENT USED

LAYOUT OF HOUSEKEEPING DEPARTMENT

45
 Fig 3.01

HOUSEKEEPING

VACUUM CLEANER: 

A vacuum cleaner is a device that uses an air pump to create a partial vacuum to suck updust and dirt,

usually from floors, and optionally from other surfaces as well. The dirt is collected by either a dust bag
or a cyclone for later disposal. Vacuum cleaners, which are used in homes as well as in industry, exist in

46
a variety of sizes and models small battery-operated hand-held devices, domestic central vacuum
cleaners, huge stationary industrial appliances that can handle several hundred liters of dust before
being emptied.

 FLOOR BUFFER:

A floor buffer is an electrical appliance that is used to clean and maintain non-carpeted floors, such as
hardwood, marble, tile or linoleum. It is also known as a floor polisher or burnisher if it is a high speed
floor buffer with a pad that rotates at over 1000 RPM. Somewhat resembling a large upright, wide-
based vacuum cleaner with handlebar controls and requiring two-handed steering, a floor buffer
rotary floor machine as they are sometimes called, use one or more variable-speed circular rotary
brushes to dislodge dirt and dust from flat surfaces. They have a large, round scrubbing pad spinning in
a circle in one direction which is powered by a small motor, usually directly over the center of the pad.

SMALL EQUIPMENTS

a.Plastic bucket
b. Ceiling brush
c.Feather duster
d. Floor mops
e.Floor wipers
f. Feather brush.

LAYOUT OF RESTAURANT

47
 Fig 3.02

1) KITCHEN:
 Gas Range
 Ovens

48
  Bain Marie
 Grinder
 Juice Machine
 Walk in/ Deep Freezers
 Blenders
 Burners
 Deep Fat Fryers
 Grill
 Tandoor
 Sandwich Grill
 Refrigerators
 K.O.T Machine
 Hot Plates
 Small Equipment’s

DESCRIPTION

 GAS RANGE

It consists of high pressure and low-pressure burner situated adjacently and supplied by gas form the
gas tank at the back of the hotel.

 OVEN

These are very big oven which are used for making of pizzas,

bacons etc.

 BAIN MARIE

This is a device with a double boiler system on top of which buffet dishes are placed to keep the hot
or cold if it is a cold Bain Marie.

 GRINDER

It is an electrically operated grinding which is used to grind the things.

49
 JUICE MACHINE

It is a machine in which the juice of fresh fruits is extracted.

 WALK IN/ DEEP FREEZER

These are house refrigerators encased in a room which are otherwise refrigerated rooms maintained at
very low temperature and have a large area for storage.

 BLENDER

These portable mixers are used for blending or mixing of liquids.

BURNERS

They are singular high pressure range used for outdoor catering work for Rumal roti in Tandoori
sections. They may be connected to cylinders.

DEEP FAT FRYER

It is fryer heater with elements and a strainer to drain the oil. Temperature is controlled with a
thermostat.

GRILL

They are generally maintained at infrared temperatures and are used for grilling.

TANDOOR

Also the called Indian fire clay oven, it is a traditional pit roast in which naan, roti, tikka kebabs and
other Indian style roasts are made. They need to be tempered regularly with tamarind juice and have a
very high temperature of 550 C.

SANDWICH GRILL

These machines are comparatively small and help in grilling sandwiches and small meat items. They
are heated from above and below.

50
 REFRIGERATORS

These are fridges that are able to house a lot of things and keep them cool to the desired temperature.
They are controlled thermostatically.

SMALL EQUIPMENT & UTENSILS

Small equipment, though small are the real equipment used in the kitchen for the actual culinary purposes.
Listed here are some of the important equipment.

 Cooking spades

 Cooking spoons

 Ladles

 Knives

 Scoops

 Whisks

 Mallets & steak hammer

 Gas lighter

 Mold cutters

BREAD SLICER

Bread cutter is used for cutting the breads.

Fig 3.03

MICROWAVE
51
 Microwave is used in the kitchen to reheat the food.

Fig 3.04

RANGE

The ranges are used in the kitchen for fast cooking.

Fig 3.05

ROBOT COUPE MIXER

The robot coupe is used in the hotel for fine chop and making a fine paste.

Fig 3.06

ROBOTCOUPEMULTIPURPOSE
52
 This is a multi purpose machine is used in the kitchen for different cuts of vegetables.

Fig 3.07

 MEAT MINCER

In the kitchen meat mincer is used for mincing chunks of meat.

 SLICER

Slicer are used in the hotel for cutting a vegetable, fruit & cold meat slice. The thickness of the slice
can be to set 1 to 15 inches.

Fig 3.08

MEAT CUTTING MACHINE

This machine is used by butcher and this machine is very dangerous to use.

Fig 3.09

HOT PLATE AND DEEP FRYER

53
 Hot plate is used to grille the vegetable and non veg items & deep fryer are used to deep fry the
crispy item.

Fig 3.11
Fig 3.10

POTATO PEELER

Potato peeler is used to peel the potato. First of all wash the potato and keep inside the machine and
switch on the machine.

Fig 3.12

 DOUGH MAKER
Dough maker is used to knead dough in large quantity.

Fig 3.13

DUCK ROASTER

54
 It is usually meant for roasting ducks and other meats for Chinese cuisines.

Fig 3.14

2) FOOD & BEVERAGE SERVICE:

CROCKERY

A wide range of crockery items are available and their exact sizes will vary according to the
manufacture and the design produced. All crockery and cutleries are from Italy.

FULL PLATES

Presentation plates are 30.5 cm diameter in size and full plates are 30 cm diameter in size. It is used
for the service of main courses.

HALF PLATES

The half plates are 27.5/25.5 diameter in size. It is used for the service snacks, starter and omelets.

SIDE PLATES

Side plates are 15 cm diameter in size. It is used for the service of breads or any kind of Indian
breads.

SWEET PLATES

Sweet plates or dessert plates are 18 cm diameter in size. It is used for the service of desserts.

PASTA PLATES

Pasta plates are 24.2 cm diameter in size. It is used for the service of pasta dishes.

55
 CEREAL BOWL

It is used as a curry bowls in coffee shop and it is used for the service of cereals.

TEA CUP AND SAUCER

Tea cups are 6.6oz.in size. It is used for the service of tea.

COFFEE CUPS AND SAUCER (DEMITASSE)

Coffee cups are 3.5 oz. in size. It is used for the service of coffee.

TEA POT
Tea pots are 1 pint, / 1.5 pint/ 2 pint in size. Tea pots are used for the service of tea.
SOUP BOWL

Soup bowl is 10 Oz in capacity. It is used for the service of soups.

LAYOUT OF CLUB LOUNG

56
 Fig 3.15

MAINTENANCE:

57
Crockery should be stored on shelves in piles of approximately two dozen. Any higher may result in
their toppling down or damage toplates at the bottom of the stack because of the weight bearing down
on them. Crockery should be stored at a convenient height for placing on and removing from the
shelves without fear of accidents occurring. If possible crockery should be kept covered to prevent dust
and germs setting on it.

MAINTENANCE AND STORAGE

It should be stored in a paper lined shelves, upside down to prevent dust setting in them. Plastic coated
wire racks made specifically for the purpose of stacking and storing glasses are yet supplementary
alternatives. In restaurant, it should be stored in the side stations. Most day to day glassware used in the
industry can be washed using dish washers, however for certain glassware this is not recommended. It
is washes in the dish wash machine. It is wiping with dry cloth when after it is putting in to hot water
and the hot water should contain vinegar for getting shining.

CHAIRS

Chairs come in an enormous range of designs, materials and colors to suit all situations and occasions.
Because of the wide range of styles available, chairs vary in height and width, but as a guide, a chair
seat is 46 cm from the ground, the height from the ground to the top of back is 1 meter and the depth
from the front edge of the seat to the back of the chair is 46 cm.

TABLES

Tables are wooden based and it is I meter in diameter square to seat four people

CUTLERIES

JOINT KNIFE
Used for cutting the joints of meat like chicken.

Fig 3.16

FISH KNIFE
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 Used for separating the flesh from its bones. It is also used to fillet fish.

BUTTER KNIFE Fig 3.17

It is usually placed on a side plate. It serves the purpose of applying butter/jam on a bread toast.

STEAK KNIFE
It is a type of table knife used for eating steak.

Fig 3.18

CHEESE KNIFE
A special type of Knife used for cheese.

Fig 3.19

JOINT FORK
Used for having main course especially meat.

Fig 3.20
FISH FORK
Used for holding the fish meat. It is also used for filleting fish.
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 Fig 3.21

SERVICE FORK
Used for serving food items by the waiter. It supports the service spoon by
holding food items.

Fig 3.22

DESSERT FORK
It is used for having desserts.

Fig 3.23

TABLE SPOON

Fig 3.24

SOUP SPOON
Mainly used for having soups.

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 Fig 3.25

SERVICE SPOON
Used by the service staff for serving purpose.

Fig 3.26

TEA SPOON
Tea spoon is kept along with a tea cup and saucer. Main purpose is to stir the sugar.

 DEMI-TASSE SPOON
Used for stirring sugar in a demitasse cup.

Fig 3.27

DESSERT SPOON
It is used for having desserts.

Fig 3.28

SUGAR SPOON

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Sugar spoon or sugar shell is for serving granulated sugarbowl often molded in the form of a sea
shell.

as required for various purposes

Fig 3.29

CHAPTER IV
OPERATION

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OPERTIONAL ASPECTS OF FOOD AND BEVERAGE DEPARTMENT

Included in the consideration of the planning and the design of facilities and the staffing of the operation, is
the determination of the various operational methods that will be used.

These included:

 Receiving and storage methods

 Production system and methods
 Service system and methods
 Dining arrangement’s
 Clearing methods
 Control methods
 Dish washing methods

The Restaurant is open from 7:00 am to 11:00 pm. The Bar is open from 11:00am to 11:00pm. It provides
multi cuisinebreakfastbuffet, outdoor or indoordinner buffet with entertainment

Restaurant manager and is responsible for restaurant sales. The staffs under them are responsible for
carrying out the function and allot the work to each person. Trainees are doing the mice-en-place and setup
for the function.

At the beginning of the, shift the service attendants should be briefed about any special function occurring in
the property. The amount of forecastedbusiness, any unavailable menu item, special of the day, a list of VIPs
and group of people staying in the hotel and any other information that will enable them to provide a food
service to the guest. The Restaurant manager will do this.

BANQUET BUFFET SETUP:

The hotel offers different kinds of buffets. Each hotel/outlet category has a number of buffet set-ups to
choose from according to the budget and selection of dishes.
Buffets must be rigorously set up according to the pre-established layouts. Any buffet set-up must fulfill the
following requirements :
 Efficient for both guest service and replenishment.
 Layout and decoration attractive for the customer.
 Adequate lighting, with colors if required.
 Sufficient power points for connecting all the required electrical appliances.
 Sufficient quantity of alternative heating fuel, e.g., gas, and adequate corresponding safety features.
 The buffet service shall be similar to that applied in the restaurant procedure.
 The buffet shall be ready 15 minutes before the starting time indicated on the BEO.

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MAINTAIN BUFFETS:-
Keep hot items hot:
 If there is less than one quarter of an inch of water in the liners of hot chafing dishes, user a pitcher
of water to refill the liners.
 If the chafing dishes are heated by canned, gel type fuel then make sure the cans stay lit, and replace
them when they become empty.
 Replace lid on serving dishes when guests are not in the buffet line.

Keep cold items cold:

 Use pitchers to add ice to the buffet as needed to keep the containers holding cold items surrounded
by ice.
 Remove ice that gets into the food containers and replace any items that become waterlogged.

Refill Food and water:

 When a container is less than one-quarter full get a full container from the kitchen.
 Remove the old container and replace it with the full one. Do not combine food from the old and new
containers.
 Bring the old container the kitchen and give it to the appropriate person.
 Place enough drinking water glasses filled at all time.

Maintain service ware:

 Restock dishes when there are fewer than ten dishes in a stack. Never let a stack get below five
dishes.
 Make sure each container has an appropriate serving utensil.
 Return serving utensils to the correct containers.
 Replace utensils that fall on the floor with clean utensils from the kitchen.
 Use a damp, food-safe cleaning cloth to wipe spills on the buffet table.

BEVERAGE PICKUP AND SERVICE IN RESTAURANT

Make sure the beverage are made as ordered:

 1 or 2 minute after having punched your order in the POS terminal, or delivered the written Captain
Order copies to the kitchen and cashier, go to the bar counter.
 Mixing, pouring, garnishing and serving drinks the same way every time is the mark of a quality
operation.
 Give priority to ladies’ orders.
Check each beverage for the following:
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  Is it the correct beverage?
 Is the glass used to serve the beverage correct?
 Is the garnish correct?
 Have special instructions been followed.
 Has anything spilled over the side?
Place drinks on the beverage tray:
 Carry the drinks to the table concerned (always with a tray).
 Line the tray with the linen napkin to improve the look of the tray and to avoid spills and moisture.
 Keep extra Napkins on the tray.
 Pick up the beverage item(s) from the bar counter.
 Before leaving the counter, double-check the items with the Captain Order (or the printed order).
Carry the tray to the table:
 Carry with the left hand horizontally under the tray centre and if it is a large tray, use both hands.
 Keep in mind the order in which you will serve the drinks so your tray will be balanced until the last
drink is removed.
 Balance the tray at shoulder level on your fingertips, not on your forearm. If the tray is carried on
your forearm, there are chances that it may tip over.
 Keep your back straight as you stand up.
 If required steady the tray with your free hand.
Server Beverage to the guest:
 Always Serve ladies first and host of the group last.
 If the beverage napkins at your hotel are having a logo, then place the napkin in such a way that the
logo faces the guest.
 Avoid reaching across guests. Move around the table and serve every guest from him right side with
your right hand when possible.
 Handle stemmed glasses by the stem or base. Your hands will warm the drink if you touch the
outside of the glass. Never put your fingers inside the glass.
 Place the glass on the center of beverage napkin.
 Follow the guest check or order pad to serve the correct drink to each guest. Do not ask who ordered
which drink.
 It is also a good practice to repeat the name of the drink and any special requests as you serve each
drink to ensure that it is correct.
 Be sure that all the beverage items for the table concerned have arrived.
 Double-check all the drinks with the Captain Order (or the printed order) one by one.

MISE EN PLACE

Service staff:
 Prepare the mise-en-place for chinaware as trained.
 Pick up the washed chinaware from the shelves located at the dish-washing area and deliver them to
the polishing area.
 Prepare hot water in a stainless steel pot, and polish every item, using a chinaware towel.
 Deliver the polished chinaware to the service station using trays.
Glassware:
 Pick up the washed glassware from the shelves located at the dish washing area, deliver them to the
polishing area by using glass racks.
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  Prepare hot water in a stainless steel pot, steam the glasses in/over hot water and polish them using
glass towels.
 Check the glasses for chips, scratches, lipstick marks, etc.
 Hold the glass by the stem or base with a polishing towel after it has been polished.
 Deliver the polished gasses to the service station using the appropriate trays.
For flatware polishing, i.e., forks, knives, spoons, etc. :
 Pick up the washed flatware from the dish-washing area, and deliver the items to the polishing area
using trays or racks
 Prepare hot water in a stainless steel pot, put the flatware into the hot water before polishing and
polish using a silverware towel
 Check the flatware for any damage, bends or scratches.
 Hold with a cleaning towel after polishing, and deliver to the service station suing the appropriate
trays.
 Make sure all flatware is stacked neatly in the assigned service station drawers.
Condiments and sauce bottle:
 Collect all the Sauce bottles and transfer the contents from bottle to bottle until full but do not mix
brands.
 Wipe the top with a wet cloth and the entire bottle if dirty.
 Prepare hot water in a stainless steel pot, put all the sauce bottle caps into hot water for about 10
minutes. Take out the caps and wipe them with a clean wet cloth and polish them with a dry towel.
 Deliver the bottles to the service station after cleaning.
Salt and pepper set (cruet set):
 Collect all salt and pepper containers in one place, remove the caps and clean the exterior of the
containers.
 Refill with new salt or pepper until 90 % full. No salt or pepper containers shall have less than half
of its capacity.
 Wipe and polish the tops and caps (check that holes are clear on the caps), and deliver them to the
service station after cleaning.
Napkin folding:
 Pick up fresh napkins from the linen room during the authorized hours, twice a day.
 Fold the napkins in a designated shape according to the Manager’s or Supervisor’s instructions.
 Deliver to the service station after folding.

Fill up the service station and bring the following items according to the established par
stock :
1. Water pitchers
2. Sugar bowls
3. Sauce bottles
4. Table clothes
5. Matches
6. Flatware
7. Toothpick holders
8. Salt and pepper sets
9. Ashtrays
10. Coffee cups
11. Service trays

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 12. Water goblets

EQUIPMENT CLEANING

Wipe the table top and the chairs:

 Use a damp rag to wipe the surface of the tables one by one.
 Sweep the Bread crumbs out from under the chairs and tables.
 Never user linen napkins for cleaning.
Silverware polishing:
 Pick up the washed silver from the dish-washing area and deliver it to the polishing area.
 Prepare hot water in stainless steel pot, put the silverware into the hot water before polishing.
 polish by using an adequate silverware cleaning cloth.
 Check the silverware for any damage.
 Make sure all the silverware is stocked in good order.

OPERTIONAL ASPECTS OF HOUSEKEEPING DEPARTMENT :

SOP IN BED MAKING:

Preparing for Bed Making:

 Remove soiled bed linen from the bed.

 Look at the mattress pad / mattress protector to see if it is stained, torn or damaged. If it is not
straighten it and make sure the mattress and box spring are even

 Always adjust the mattress with your leg and not with your back to avoid any injuries.

 Lay the fresh pad on the bed.

 Unfold the pad right-side up and spread it evenly over the centre of the bed.

 Smooth out any wrinkles.

 Mattress pads / mattress protector comes in different size, be sure to use the correct size.

 Make sure you have the correct size sheets.

 Do not use a stained or torn sheet. Place them immediately in your solid linen bag.
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  Take three fresh sheets and 04 pillow cover / slips as per the bed size.

Glassware polishing:
 Pick up the washed glassware from the shelves located at the dish washing area.
 Deliver them to the polishing area by using glass racks.
 Prepare hot water in a stainless steel pot, steam the glasses in/over hot water and polish them using
glass towels.
 Check the glasses for chips, marks, etc.
 Hold the glass by the stem or base with a clean towel when handling after polishing.
 Deliver the polished glasses to the service station using the appropriate trays.

Condiments and sauces cleaning:

 Collect all the Sauce bottles, line them up on the table and top up bottles where necessary until full
but do not mix brands.
 Wipe the top with a wet cloth and the entire bottle if dirty.
 Prepare hot water in a stainless steel pot, put all the sauce bottle caps into hot water for about 10
minutes.
 Take out the caps and wipe them with a clean wet cloth and polish them with a dry towel.
 Deliver the bottles to the service station after cleaning.

Salt and pepper set weekly checking:

 Collect all the salt and pepper sets in a large container (stainless steel tray or bowl).
 Dry any damp salt by placing the container near heat in the kitchen (ask permission from the cooks).
 Prepare hot water in a stainless steel pot, put all emptied shakers into the hot water.
 Take them out after 10 minutes, wipe and polish them with a clean towel.
 Refill the bottles with salt and pepper, and deliver them to the preparation service  station after
cleaning.

Salt and pepper set daily checking:

 Collect all salt and pepper containers in one place, remove the caps and clean the   exterior of the
containers.
 Refill with new salt or pepper until 90 % full. No salt or pepper containers shall have less than half
of its capacity.
 Wipe and polish the tops and caps (check that holes are clear on the caps), and deliver them to the
service station after cleaning.

Peanut bowls:
 Collect all the peanuts bowls in one place. Remove the peanuts and clean the bowls.
 Place the clean bowls to the appropriate place after refilling with peanuts.

68
FORMS AND FORMATES

KOT

Fig 4.01

69
 Fig 4.02

GUEST FEEDBACK FORM

Fig 4.03

BREAKFAST CARD

70
Fig 4.04

Fig 4.05

71
 CHAPTER V
SWOT ANALYSIS

Fig
5.01

WHAT IS SWOT ANALYSIS?

SWOT analysis is a strategic planning method used to evaluate the Strengths, Weaknesses, Opportunities
and Threats involved in a project or in a business venture. It involves specifying the objective of the
business venture or project and identifying the internal and external factors that are favorable and
unfavorable to achieve that objective.

The technique is credited to Albert Humphrey, who led convention at Stanford University in the 1960’s and
1970’s using data from Fortune 500 companies.

72
A SWOT analysis must first start with defining a desired end state or objective. A SWOT analysis may be
incorporated into the strategic planning model. Strategic Planning, including SWOT and SCAN analysis has
been the subject of much research.

STRENGTHS: Attributes of the person or company those are helpful to achieving the objective(s).

WEAKNESSES: Attributes of the person or company that are harmful to achieving the objective(s).

OPPORTUNITIES: External conditions that are helpful to achieving the objective(s).

THREATS: External conditions which could do damage to the objective(s).

SWOT Analysis:

It is a planning tool used to understand the Strengths, Weaknesses, Opportunities and Threats involved in a
project or in a business. It involves specifying the objective of the business or project and identifying the
internal and external factors that are supportive or unfavorable to achieving that objective. SWOT is often
used as part of a strategic planning process.

SWOT is acronym for Strengths, Weaknesses, Opportunities and Threats.

AIM OF A SWOT ANALYSIS:

 Reveal your competitive advantages.

 Analyze your prospects for sales, profitability and product development.
 Prepare your company for problems.
 Allow for the development of contingency plan.

STRENGTHS:
 the property is having modern technologies and facilities for its guest. It also as adequate safety
measures like smoke detectors, alarms.
 24/7dining facility
 Corporate tie ups.
 Taking guest feedback at the time of checkout.
 Motivating the staff for better service and encouraging them to perform well by various means
like awarding them best employ of the month or by promoting them to higher position according
to their performance.
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  Internal recruitment of the staff.
 Multi lingual speaking staff to tacke care of international travellers
 It has the best restaurants in the city.

WEAKNESSES:
 Most of the employees are not paid while they work over time.
 Employees have very limited knowledge.
 Wastage of food from banquets and buffet.
 At the time of operations no one is bothered to follow the standards.
 Have a large number of non-permanent employees (on contract basis).
 In few departments the number of trainees is more when compared to permanent staffs.
 Lake of proper technical and non-technical equipment’s.

OPPORTUNITIES
 Inflow of foreign guest.

 Product & service expansion.

 Increase revenue from non-residents.

 Scope for further growth.

 The experienced work force is ready to cope up with any sudden change.

 Since the hotel is in the city center it is accessible to all the possible areas.

 Promotion of staffs is given a important factor.

 Giving importance to new cuisines and introducing new offers to attract the guest.

THREATS

THREATS:

 Insufficient training and manpower also pose a threat bringing down the level of service.

 High employee turnover ratio.

 Less of latest technology in guest rooms

74
.  Equipment not up to the mark.

 There is lot of competition in the market.

 There is continuous changes in the market.

 There is lot of rapid Technical changes.

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 CHAPTER VI
CONCLUSION

Four months training at THE LEELA Goa was a true exposure to the hospitality industry. I have gained a lot
of practical knowledge about the industry. Training is important part of degree course, this helped me in
acquiring skills, knowledge and confidence. It gives a great pleasure to have trained in this property. I learnt
a lot from a number of people in a hotel who can go to any extreme to make the stay of a guest comfortable.
I know that my learning during this training will go a long way to guide me throughout my career in the
hospitality industry.

BIBLIOGRAPHY

THE WEBSITES USED

1. WWW.GOOGLE.COM
2. WWW.THELEELA.COM

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