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Training Report

Industrial Trainning

11th January 2022 – 30th April 2022

AT

“The St.Regis, Mumbai

By
Ms. ANUSHKA SANTOSH MANE

Second Year Bachelor Of Science In Hospitality Studies

From
RAMMANATH PAYYADE COLLEGE OF HOSPIATLITY
MANAGEMENT STUDIES
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Roll No:- 30
Name of Guide: NIKHITTA AARYA

Certificate

This is to certify that the project entitled “ Training Report” is a bonafide

work of ANUSHKA SANTOSH MANE, Roll No: 30 submitted to
University Of Mumbai in partial fulfillment of the requirement for the
award of degree of “Undergraduate”

(Name and Sign)

Supervisor/ Guide

(Name and Sign)

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Principal

INDEX

Sr. No. Topics Pg. No.

1. Acknowledgement 4

2. Introduction of Hotel 5

3. History of Hotel 13

4. Review Of Literature

i. Front Office 14

ii. Housekeeping 22

iii. Food &Beverage Service 38

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iv. Food Production 54

5. Questionnaire 56

Conclusion
&
6. 61
Biblography

7 Certificate Of Completion 62

Acknowledgement
The Trainning Experience at the “THE ST.REGIS, MUMBAI” was a big
learning curve in my life. It was a filled experience coupled with hard work and
determination not only from my side as well. I would like to thanks MR. Ashish
Shettty, manager Learning and Development for selecting me to Undergo my
training at this iconic property. I would also take this opportunity to thank all
the respective faculty in our college who have had their role in guiding and
modelling us in such a way that we found absolute familiarity in the working
environment and the college environment. I would also like to thank all the
Respective Managers and the staff of the hotel in being co-operative with us and
giving us an opportunity to learn, observe and experience the working culture in
it’s true sense.
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Introduction of The St. Regis Mumbai:

Centrally located in Mumbai’s most premier commercial, residential and entertainment
address, The St. Regis Mumbai overlooks the darling of the city, the Mahalaxmi Racecourse
and Arabian Sea. The stunning views and popular dining options add to the Hotel’s seductive
character and appeal to connoisseurs of good life and aficionados of art and culture. With 395
exquisitely styled and lavishly appointed guestrooms, 39 residential suites and over 3,906
square meters of lavish event and meeting space, perfectly situated across two levels of the
Hotel are the city’s highest and most dynamic award-winning restaurants, bars and lounges.
In addition, Equus our members-only business lounge adds to the luxury quotient. The Hotel
epitomizes hospitality’s finest experiences with a Wellness Boulevard which is an exclusive
bouquet of offerings across health, beauty and well-being spread across 2,323 square metres,
housing the Athletic Club, Iridium Spa with 9 therapy rooms and a Couples Suite, The Salon
by Jean-Claude Biguine and an Outdoor Infinity Pool overlooking the cityscape, The St
Regis Mumbai is beyond expectation. From its location at the most coveted address to the
legendary St. Regis Butler Service and rituals like the Afternoon Tea, Champagne Sabering,
Midnight Supper and the Grand Art Tour, with its revered
traditions of bespoke service, this is world-class hospitality
at its finest.
Mr. Nicholas Dumbell,
General Manager
A veteran hotelier, driven by passion and creativity,
Mr.Nicholas Dumbell, is a multi-cultural global citizen
with 25 years of experience in the hospitality industry.
Having commenced his career in London with leading
International hospitality chains, he soon became a part of
Marriott International's myriad brands spanning the last two
decades. During his tenure here, he played a critical role in establishing the hotel as a leading
conference and wedding venue in Mumbai, and was active in the redevelopment
plans to upgrade the properties and create additional conference facilities and a luxury hotel
within the complex.
Location:
• 15.2 kilometers from Mumbai International Airport (approximately 30
minutes).
• 15.1 kilometers from Mumbai Domestic Airport (approximately 30 minutes).
• 1.5 kilometers from Lower Parel Railway Station (approximately 6 minutes).
• 15.8 kilometers from Ghatkopar Metro Station (approximately 43 minutes).
Situated in Lower Parel, The St. Regis Mumbai-Marriott International invites
you to luxuriate in the five-star ambience, in beautifully-designed rooms and
suites over stunning vistas of the city or sea. Enjoy the on-call Butler Service,
Traditional Afternoon Tea Ritual, Champagne Sabering Ceremony and an
Exquisite Spa Experience. Dine in at great venues, dance at great nightclubs or
host the perfect event at the beautifully appointed banqueting venues.
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St. Regis Rituals:

At St. Regis, we celebrate three daily rituals: The Bloody Mary Ritual, The Tea Ritual & The
Evening Ritual.
• Afternoon Tea Ritual: For “The” Mrs. Astor, afternoon tea time became an opportunity
to host intimate gatherings at The St. Regis New York with her closest friends. And with
that, a St. Regis Tradition was born. The tea, really is a catalyst for creating a social
atmosphere within the hotel. Our tea supplier “Cha House” has blended 3 specialty teas
only for our hotel - Caroline’s Legacy (Chocolate & Rose), Midsummer Madness (Floral)
& Afternoon Enigma (Fruity). At The St. Regis Mumbai, we celebrate this ritual at The
Drawing Room in the Great Hall everyday between 1500 hrs to 1700 hrs.
• Evening Ritual: Champagne Sabering dates back to the 17th Century When Napoleon
Bonaparte and his cavalry of men would win wars and to celebrate they would saber
bottles of Champagne, since they were on horses it would be difficult for them to unwrap
and unscrew the bottle and hence they would pick up the saber and chop off the top of the
bottle. At The St. Regis Mumbai, we celebrate this ritual at the Drawing Room in the
Great Hall every Wednesday & Friday at 1830hrs.
• The Bloody Mary Ritual: In 1934, Fernand Petiot became a bartender at The St. Regis
Hotel in New York, bringing with him the "Bloody Mary', a vodka and tomato juice drink
he started making in Paris. To bring this unique innovation to life for our guests, we have
created the Bloody Mary Ritual. This ritual is celebrated daily in our bars and lounges
around the world, as well as within our In-Room dining and Banquet operations. The
signature cocktail at The St. Regis Mumbai is the Mumbai Marry and we celebrate this
rituals at all our venues.

House Commitments:
1. Anticipate: Build guest loyalty through intuitive service.
2. Engage: Approach every interaction with sincerity, sophistication and discretion.
3. Balance: Prioritize responsibilities artfully, gracefully and flawlessly.
4. Collaborate: Work together with your fellow hosts throughout the hotel.
5. Enliven: Bring our rich history and heritage to life.
6. Delight: Exceed expectations by taking care of even the smallest details.
7. Evolve: Consistently develop your expertise.
8. Curate: Create bespoke experiences that inspire guests.
9. Connect: Win the hearts of our guests.

Front Office:
Room Categories:
Deluxe Rooms: 105
Grand Deluxe Rooms: 102
Premier Rooms: 122
St. Regis & Caroline Astor Suites: 25
Metropolitan Suite: 1
Presidential Suite: 1 Residential
Suite: 39
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Room Size:
Deluxe Rooms: 484 sq. ft.
Grand Deluxe Rooms: 484 sq. ft.
Premier Rooms: 484 sq. ft.
St. Regis & Caroline Astor Suites: 969 sq. ft.
Metropolitan Suite: 1453 sq. ft.
Presidential Suite: 2904 sq. ft.
Residential Suite: 969 sq. ft.
Food and Beverage:
Seven Kitchens: A bright and attractive multi-cuisine restaurant with seven display kitchens
that serves an eclectic all-day eating menu that includes Indian, European, Middle-Eastern,
and Asian and many more is open 24 hours a day, seven days a week. Enjoy the daily
breakfast, lunch and dinner buffet, which is filled with a collective of 7 entrepreneurial chefs,
each portraying a unique tale of seven different live kitchens.
The Sahib Room & Kipling Bar: Inspired from the lavish and vintage decadence of the
colonial era, The Sahib Room boasts classic Indian favourites with familiar ingredients and
slight hints of modernity–the menus has been created keeping in mind the discerning diner
who enjoys robust and flavoursome food.
Sette Mara: A Middle Eastern Lounge, Bar & Kitchen set against the backdrop of marine
blues & burgundies. Sette Mara showcases deep nuances of aromatic spices & ingredients
from the Levant and a collection of artisanal cocktails & negronis by our spirited bartenders.
The Drawing Room and The St. Regis Bar: The Drawing Room recalls the storied
traditions of The St. Regis and the vibrant energy of Mumbai. Intimate gatherings over a
selection of premier coffees, bespoke tea blends and the signature St. Regis tea ritual are
punctuated by a pianist. A sophisticated and elegant venue where time-honoured traditions
and infusions elevate the everyday to the extraordinary. Experience the art of drinking in the
exquisite surrounds of The St. Regis Bar.
By the Mekong: Perched high on the 37th floor of the hotel, this renowned Asian themed
restaurant boasts of elegant wooden decor and has a fabulous view of the city. Indulge in a
delectable and unique blend of Chinese, Thai and Vietnamese flavours for a rare epicurean
experience. Highlights from the menu include 'Mekong Chicken with Shemeji', 'Thai Green
Vegetable Curry', 'Pad Thai Noodles', 'Radish Cakes' and 'Chicken with Basil and Chili'.
Overall, the restaurant is an epitome of sophistication and beauty.
The St. Regis Mumbai Poolside Bar: The outdoor poolside bar at The St. Regis Mumbai,
overlooks the cityscape. Featuring a lounge area and a deck with private cabanas it is a haven
for calm and repose on a lazy afternoon soaking up the sun.
In Room Dining is available for 24x7.

Family Amenities and Services:

Iridium Spa: Iridium Spa located at the Wellness Floor (Level 10) of The St Regis Mumbai
offers bespoke and sophisticated treatments by award-winning therapists setting the brand
apart internationally. The spa captivates guests with its individual and couples' treatment
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rooms-each with a private bathtub and shower-and offer a restorative menu of spa services.
Experience a timeless spa journey through classically influenced, modern aesthetics with
result-orientated treatments that will elegantly leave you feeling pampered and relaxed.

The St. Regis Mumbai Poolside: The outdoor poolside at The St. Regis Mumbai, overlooks
the cityscape. Featuring a lounge area, a deck with private cabanas and a pool bar, it is a
haven for calm and repose on a lazy afternoon soaking up the sun. A refreshing pool where
you can enjoy with family and friends.
The Athletic Club: Boasting a light and airy ambience and inspiring views of the city
through floor-to-ceiling windows, The Athletic Club located on the wellness floor (Level 10)
presents cutting-edge fitness technology. Along with premier machines equipped like
treadmills, elliptical machines, and upright or reclining bicycles, it features strength and core
training work areas, furnished with free weights. Post-workout, a steam and sauna room
soothe tired muscles while locker rooms feature personal lockers and towels.

Banquets & Conference Facilities:

• The Astor Ballroom
• Astor Ballroom I
• Astor Ballroom II
• Astor Ballroom III
• Pre-Function Level 9
• Astor Terrace
• Imperial
• Pallazzio
• Alhambra
• Grand Cru Salon
• Stateroom 1
• Stateroom 2 • Stateroom 3
• Stateroom 4
• Boardroom 1
• Boardroom 2
• Pre-Function Level 8
• Zenith Party Suite & Anais
• Equus

Other Services:
• Front Desk and Business Centre are available 24 hours a day, seven days a week.
• Baby Crib
• Currency Exchange
• Concierge Desk Service
• Contactless Mobile Payments
• Travel Help
• Accepts: Cash, Credit Cards
• Easy Elevator Access
• Handicap Friendly
• TTY/TTD Compatible
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Featured Amenities On-Site:

• Restaurant
• Spa
• Fitness Centre
• Outdoor Pool
• 24 Hour Room Service
• Daily Housekeeping
• Turndown Service
• Meeting Space
• Gift Shop
• Dry Cleaning Service
• Laundry
• Kitchen
• Room Service
• Wake up Calls
• Kitchenette
• Service Request
• On Call Doctor

In Room Services and Facilities:

o Complimentary: • Hi-
Speed Wi-Fi in Rooms
• Wi-Fi Access
• Mineral Water
• Shampoo, Soap, Conditioner, Shower Gel, Moisturizer
• Tea & Coffee Maker
• Mini Fridge
• Iron & Ironing Board
• Hair Dryer
• Electronic Safe
• Smart Led TV
• HD DTH Services
• Telephones with Global & Direct Dialling & Voice Mail o On Request: • Daily
Newspaper
• Sewing Kit, Dental Kit, Shower Cap, Shaving Kit
• Hair Straightener
• Yoga Mat • Weighing Scale o Payables:
• Biscuits, Chips, Chocolates Etc. Placed In The Room And Stocked In Mini Bar
• HDMI Cable, Batteries, Sanitary Napkins, Aftershave, etc.
• All Calls Made By Guest Are Payable

Business Centre:
o Complimentary: •
Computer Terminal
• Printer
• Transparent File
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• White Board
• High Speed Internet
• Notepad, Pencil • Bottled Water o Payable: • Projector
• Tea, Coffee, Other Beverages, etc.
• Snacks, Refreshments, etc.

Fitness Centre:
o Complimentary: • Fitness
Centre Equipment
• Weighing Scale
• Towels
• Bottled Water o On Request:
• Personal Trainer

Audio-Visual Equipment:
• AV Technician
• Film Projector with Screen
• LCD Projector
• Microphone
• Overhead Projector
• PA System
• TV
• TV Production Service Provider
• Videoconferencing
• Wired Internet
• Wireless Internet Event Services:
• Certified Meeting Planner
• Decorator
• Electrician
• Message Service
• Registration Service
• Security Guards

Event Equipment & Supplies:

• Blackboards
• Easels
• Flip Chart & Markers
• Installed Stage
• Name Cards
• Pens / Pencils / Notepad
• Podium Lectern
• Portable Stage
• Stack Chairs
• Tables
Business Services
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• Computers
• Fax Service
• Post/Parcel
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Car Rates (1hr/10km):

• Toyota Innova: 1400 Rs + 12% Tax
• BMW 5/X3: 5000 Rs + 12% Tax Call Rates:
• Local - 10/per min
• STD - 8oo/ per min
• ISD - 180/ per min
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History of Hotel
Combining classic sophistication with a modern sensibility,
St. Regis Hotels & Resorts, part of Marriott International,
Inc., is committed to delivering exceptional experiences at
more than 45 luxury hotels and resorts in the best addresses
around the world. Since the opening of the first St. Regis
hotel in New York City over a century ago by John Jacob
Astor IV, the brand has remained committed to an
uncompromising level of bespoke and anticipatory service
for all of its guests, delivered flawlessly by signature St.
Regis Butler Service. For more information and new
openings, visit stregis.com or follow Twitter, Instagram and
Facebook. St. Regis is proud to participate in Marriott
Bonvoy, the global travel program from Marriott
International. The program offers members an extraordinary portfolio of global brands,
exclusive experiences on Marriott Bonvoy Moments and unparalleled benefits including free
nights and Elite status recognition.

Brands of Marriott International, Inc.

o Marriott Luxury:
Marriott Hotels & Resorts • Bulgari Hotels
• Marriott Vacation Club EDITION
• Renaissance Hotels
• JW Marriott • Sheraton
• Ritz-Carlton • Tribute Portfolio
• The St. Regis • Westin
• The Luxury Collection
o Marriott Select Brands:
• W Hotels • AC Hotels
o Marriott Premium:
• Aloft Hotels
• Autograph Collection • Courtyard
• Delta • Fairfield Inn & Suites
• Design Hotels • Four Points
• Le MERIDIEN • Moxy Hotels
• Protea Hotels • Springhill Suites
o Marriott Long-Term Stay Brands
• Element Homes & Villas by Marriott International
• Marriott Executive Apartments
• Residence Inn
• TownePlace Suites
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Front Office
• The front desk is also known as the hotel's nerve centre. It's a front of the housing
department that's placed around a hospitality property's atrium and lobby area. This
department is generally known as "Front Office" since it is positioned around the hotel's
foyer area and is visible to guests, patrons, and guests.
• The hotel's front desk is an essential department since it is in direct contact with guests.
Reservations, Guest service, Check-in, Check-out, Telephone, Finance & Cashiering,
Foreign Exchange, Room Assignment, Inquiry, and so on are the primary functions of
this department.
Sections in Front Office
• Guest Reservation & Registration procedure
• Bell Desk Operation
• Guest Handling
• Telephone skills

Reservation
• One of the most essential tasks of the front office staff is hotel reservation. A potential
guest inquires with a hotel about the availability of the requested kind of lodging and any
ancillary services that the hotel provides. The front office department must respond to the
guests' inquiries.
• This division is in charge of registering room reservations from various sources,
documenting them, filing them, and revising them at the right time to ensure that guests
have their rooms when they arrive at the hotel.
Sources of Reservation:
• Direct Request from Guests: Prospective guests can approach the hotel personally to
reserve accommodations, especially if they are single or family travellers.
• Request from Travel Agent: They can contact the hotel to make reservations for a group
of travellers.
• Request from Corporate Age: A company might ask a hotel to reserve rooms for its
workers, clients, or guests.
• Request from Airlines: Airlines can arrange lodgings for their employees for normal stays
as well as in the event of flight disruptions.
• Request from Institutions: Various SMERF or NGO organizations request that hotels be
reserved for athletes, delegations of embassies, performing-arts program groups,
workshop groups, and others traveling to different locations.
Managing Reservation
The first step in reserving a room is to see if the desired type of room is available for sale for
a certain length of time. It is accomplished via the use of forecast boards or automated
systems Accepting Reservation of Accommodation
Reservations are accepted if the specified kind of accommodation is available for sale at the
hotel. If it is not accessible during peak season or if the guest is in a hurry, the service person
recommends a nearly identical alternative lodging by mentioning its amenities and features.
Reservations are allowed in the following circumstances, subject to the availability of the
accommodation:
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• Is the guest a first-time guest to the hotel?

• Does the guest have a good reputation with the hotel in terms of payment and behaviour?
• Is the guest a VIP?
Denying Reservation of Accommodation
A reservation denial immediately results in a financial loss. However, there are times when
the reservation service declines the reservation for the guests or agents. The following are
some of the possible reasons for rejecting a reservation:
All accommodations in hotel booked: In such cases, the reservation service respectfully
declines the reservation and offers an alternate hotel in the same region or another property of
the same owner in a neighbouring location.
Requested type of accommodation not available: If the requested kind of accommodation
is not available, the reservation service will offer an alternative.
Guest/Agent blacklisted: Some guests or agencies are banned owing to a history of
nonpayment to the hotel. In such a scenario, the reservation clerk seeks guidance from the
reservation manager.
Finally, the reservation section of the front office prepares the list of the reservations for the
day and sends it to the front desk. The list also contains vital information such as if the guest
is new or repeat, guest preferences about room location or décor. The rooms are then
prepared by housekeeping.
Cancelling a Reservation of Accommodation
This is yet another instance in which the hotel loses a guest. Despite the fact that there is an
obvious loss of money, the front office personnel must respond graciously and gracefully to
it. The service person must also inform the guest of any cancellation fees that must be paid
when cancelling the reservation. Cancellation is accomplished via the following steps:
• Obtaining information on the guest and the reserved lodging.
• Verifying cancellation fees, if any.
• Notifying the guest of the cancellation fees.
• The reservation has been cancelled in the system.
• The mechanism for lodging availability is being updated.
• Confirming the cancellation with the guest.

Generating Reservation Report

Reservation reports are created to assist management in identifying patterns and establishing
business forecasts.

• Occupancy report
• Special arrival report
• Revenue forecast report
• Turn away report
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MODES OF
RESERVATION

Written Mode
• Letter
• Fax
• Email

Verbal Mode
• Telephone/Mobile
• Walk-in

Online Mode
• Website
• Mobile App

Registration Procedure
The objective of guest registration is to record the guest's details for official purposes. During
the reservation process, the front office personnel requests that the guests enter their personal
information on the GRC.
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The registration activity is required for both registered guests and walk-in guests. During
registration, the guest must input vital information on the GRC such as guest name, contact
number, reason for stay at the hotel, and passport and visa data in the event of a foreign guest.
It is the responsibility of the front office staff not to reveal the guest information to unauthorized
persons.

Pre-registration Procedure
Prospective guests inquire about the availability of the selected kind of lodging throughout
this procedure. Registration can also be done in advance, prior to arrival. In the case of
frequent guests, VIPs, or group guests, it can be done over the phone.
Pre-registration is not required for new walk-in guests because there has been no prior
interaction between the guest and the hotel. Pre-registration action speeds up the actual
registration procedure by marking the chosen lodging as reserved.
Verifying Guest's Identity
Since the 9/11 terrorist attacks, hotels have been required to check guests' IDs. The staff
initially confirms the guest's identification by politely inquiring the guest's name. The staff
member next demands that the guest present a photo ID, such as a driver's license or a
legitimate identity card with the address proof. If the guests are from another nation, the staff
demands that they present their passport.
True copies of the guest's passport or ID card are created in order to authenticate the guest's
identification and compile the guest database.
Guest Departure Procedure:
Step 1: A guest calls the bell desk about his intention to check-out. The Bell Captain asks the
guest the number of baggage he/she has to send the right number of bell boys. The Bell
Captain initiates the Departure Errand Card writing the date, time, guest name, room number
and the numbers of baggage. He allots a Bell Boy/s and writes his identity number on the
card.

Step 2: The Bell Captain deposits the Departure Errand Card with the Front Cashier who gets
the cue that since a check-out is taking place, he has to prepare the billing formalities.

Step 3: The Bell Boy in the meantime proceeds to the guest room and knocks on the door
announcing his name in. He may repeat the knock after 30 seconds if there is no response,
announcing himself again.

Step 4: Upon entering the room the Bell Boy wishes the guest the time of the day. He then
proceeds to search the room and bathroom for guest belongings.

Step 5: He looks around the room for any damage to hotel property or anything missing. If
there is any default, he reports the same to the Lobby Manager or Bell Captain.

Step 6: He takes custody of the room key and also takes the baggage out of the room.
Step 7: He switches off the air conditioning/heating and room lights and shuts and locks the
door.

Step 8: The Bell Boy then leads the guest to the elevator or informs him (the guest) to meet
him in the lobby in case a baggage elevator has to be used.
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Step 9: The Bell Boy places the baggage at the bell desk. He hands over the room key to the
cashier and awaits confirmation from him/ her that the billing formalities have been
completed. In the meantime, he attaches the hotel baggage tags or any publicity stickers of
the hotel onto the baggage.

Step 10: The cashier signs the Departure Errand Card and hands it to the Bell Boy as a cue to
remove the guest baggage. The Bell Boy deposits the errand card with the Bell Captain and
proceeds to remove the guest baggage using the baggage door to the front porch.

Step 11: He will proceed to load the baggage onto the transport. He wishes the guest a
pleasant trip and returns to the bell desk for the next assignment.

Guest Handling
In Hotels, you come across all types of guests. Your job is to serve them all equally well.
Guests are different; each is unique and different from others. Your job is to make them
happy with good service, smile and something more, that is courtesy and make sure they are
coming back, most of the guests essentially want the same thing that is to be given
importance. They like to be treated as welcomed guests, not as intruders. They also like to be
treated equal and respected. If guests are looking only for speed in service, machines would
have replaced humans. But they want something more from human beings that is smile,
friendly attitude and also courtesy. Our prime objective is to satisfy our guest’s need, both
physical and psychological. It is not a difficult task to satisfy our guest, provided we render
services which we are supposed to render. As we discussed above, we receive various kinds
of guests and we need to satisfy them. To handle them we need to understand their nature and
behavioural patterns.

Guests are categorized under two categories:

1. Normal Guests - are those guests who understand logic and it is easy to deal with and
make them happy.
2. Awkward Guests-are those guests who do not understand logic. So, we need to be
diplomatic while handling them.
Let us discuss how to deal with few common types of awkward guest. They are as follows:

Handling of awkward guests: a)

Fussy Guests
These are the guests who go on complaining and grumbling without telling their specific
demands. Try to pick up what they want. Ask the questions for which they have to answer
“Yes’ or no.

b) Guests with Language Barrier

If a foreigner guest who cannot speak English or the local language, and you do not
understand his language, is seeking for some service, there could be a problem. Try to get a
person who can speak his language, e.g., the Tour
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Leader, in case of groups. If this is not possible, try to understand his signals.

c) Ignorant Guests
These are the guests who are not aware of the rules. For example, they can say, “Why do you
need my passport details? Explain briefly and to the point, e.g., “In India legislation requires
passport details.”

d) Chatterbox
These are the guests who can take lot of your time. Be polite, considerate and courteous; do
not be rude. Listen or appear to be listening. Look for a short break, make a short comment
and say, “Excuse me sir, I will be back in moment and move off. If one of your colleagues
can give you a call on telephone, this will be ideal solution.

e) "Break the rule for me” type Guests

These are the guests, who ask for favours which you are not allowed to do.
For example, a guest asking for a drink on a dry day or after the bar is closed. Be brief and do
not argue. Only say “Sorry, I cannot do this sir” and “We are allowed to do this, sir.” f)
Angry guest:
Apologize immediately for the specific inconvenience caused only. Do not try to give
explanations and reasons. If you go on explaining, the guest will become angrier. Act
immediately and do what he wants or need. Do not argue. Logic does not work when one is
angry.
g) Snob Guests
These are people, who show off and try to act smart. They speak highly about their contacts.
Ignore the show off but in such a way that the guest is not ignored. h) Impatient Guests
Deal with such guests as you would deal with an angry guest. i)
Socializer
These are the men, who try to invite the female staff members like
Receptionists, Hostesses, etc. out. In these cases, do not act offended, angry or surprised.
Humour eliminates the problem easily. Say, for example, I can go out provided my family
can come along” or say “Sorry, I have a date with my fiancé”. If easing out this sort of
situation is impossible, be firm but polite. Tell him politely that you will call the manager. If
he continues, call the manager, whose appearance will put him in place. j) Timid Guest
These are the type of guests who never complain. If unsatisfied, they will simply not come
back to the hotel. This is most important that such guests do not go unsatisfied. Ask them
about their stay, comfort and services.
Watch for signs of displeasure like frowns, sighs, finger tapping, etc. Speak to him and draw
out his feelings.
k) Drunk Guest
Stage I: There is simple excitement handle him like a chatterbox. Logic is acceptable.
Stage II: Takes away control on emotions. The person becomes sad, depressed and angry
very easily. Deal him like angry and impatient guest.
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Stage III: Highly under influence of alcohol, movements are affected. Logic does not work.
Try to draw his attention. Use your tact.
Stage IV: Totally paralyzed. He cannot control his limbs. He should be tactfully sent to his
room or a taxi to be called for him and escorted.

Telephone Skills
It is critical to master Hotel Telephone Skills regardless of who you speak with on the phone
in order to make a good impression. When you answer the phone, you have the opportunity
to provide a professional image as well as a favourable image for the property.
Basic Telephone Etiquettes:
What all points should be taken care of while answering a call?
• Phone should be answered within three rings.
• Smile even though you are on the telephone.
• Sit or stand up straight.
• Use a low voice pitch.
• Match your speaking rate to the caller's.
• Avoid extremes in volume.

Standard Phrase:

How to answer an External call?

• Wish according to the time of the day (Good Morning, Afternoon or Evening), (Your
Hotel Name), How may I help you.
• How to answer Internal Guest calls?
• Wish according to the time of the day (Good Morning, Afternoon or Evening) Mr.
_________ (Guest last name), this is ________ (Your first name), How may I help you.
• How to answer interdepartmental calls?
• Wish according to the time of the day (Good Morning, Afternoon or Evening), this is
_______ (Your first name), How may I help you.

Note: Check out more sample Standard Greetings used in hotels.

Transferring a guest call:

How to transfer a guest call?

• While transferring a guest call you should say:

• Transferring your call with pleasure.
• Putting a guest call on hold:
• How to put a guest call on hold?
• While putting a guest call on hold you should say:
• Allow me to put your call on hold while I check for the information required” Or

• “Would you please allow me to put your call on hold, while I check for the information
required?”
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Guest Query:

• How to handle a guest query?

• For any guest query you should say:
• I will be glad to assist you.

Tips

Smile even though you are on the telephone. When you smile, you automatically improve
your vocal quality. You will sound pleasant and interested.
Sit or stand up straight. By sitting or standing up straight, you will be more alert and pay
better attention to what is being said.

Use a low pitch voice. A lower pitch will make you sound more mature and authoritative.

Match your speaking rate to the caller’s. Let the caller set the tempo of the conversation.
For example, he or she may be in a hurry; in that case, you should provide the information
quickly.

Avoid extremes in volume. If you speak too loudly, you may sound rude or pushy. If you
speak too softly, you may sound timid or uncertain.

Avoid expressions such as “yeah” or “nah”. Such expressions make the speaker sound dull,
indifferent and uninterested.

Front office staff often take phone messages for other employees or guests. Most front offices
have a standard telephone message form. If you answer the phone, it’s important that you
listen carefully and take accurate written notes while speaking with the caller. When you take
a telephone message, be sure to get the following information:
• Date
• Time of the call
• Name of the person being called
• Caller’s full name
• Caller’s department (if the call is internal)
• Caller’s company (if appropriate)
• Caller’s time zone (if out of state)
• Caller’s telephone number (and area code, if needed)
• Message (do not abbreviate – provide a full message)
Procedure for Telephone Calls
a) At times the guest may not be in the room and might go out for his/her own work.
b) In normal procedure, the guest is supposed to leave the room key at the Front Desk and
the key are kept at the Mail & Key Rack.
c) When there is a telephone call for a guest the front desk assistant should look at the
information rack to see whether the guest is a resident guest, future guest or check-out
guest.
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d) In case of resident guest, the agent must check whether he/she is present in room or not. If
the guest is not present in the room, then agent must check the key rack for location form
or any instruction left by the guest.

HOUSEKEEPING
Introduction
Housekeeping is described as the "provision of a clean, pleasant, safe, and aesthetically
pleasing environment." According to another term, ‘housekeeping is an operational
department of a hotel that is in charge of the cleaning, maintenance, and aesthetic upkeep of
rooms, public spaces, back areas, and the surrounds.'
Outside of hospitality and hospitals, the word housekeeping refers to the administration of
everyday responsibilities and chores involved in the operation of a family, such as cleaning,
cooking, home maintenance, shopping, and bill paying, among other things. These daily
repeating activities can be carried out by any member of the family or by professional help
such as a butler or maid.

Bed Making
Preparing for making the bed
• 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 straightened 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.
• If the mattress pad is stained then remove it.
• Get a clean mattress pad and place it on the mattress:
• 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.
• Take three fresh sheets and 04 pillow cover / slips as per the bed size.

Making the bed:

• Pull the bed a little away from the headboard.

• Spread the 1st bed sheet and tuck the bottom side of the bed except for the four corners.
• Take the loose end of the sheet, about a foot from the corner at the head of the bed and
pull it straight out, foaming a flap. Pull up the flap so it is flat.
• Tuck in the free part of the corner.
• Pull the flap out toward you and down over the side of the bed. Tuck the flap in.
• Move to the corner at the foot of the bed on the same side of the bed and repeat the
procedure.
• Spread the second sheet the wrong side up, from the edge of mattress.
• Put Quilt 6” lower than the 2nd sheet.
• Spread the third sheet over the quilt.
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• Fold the second sheet above the quilt and the third sheet
and make a fold approximately 6” to 8”.
• Tightly tuck the sheets under the mattress.
• Go towards the foot of the bed and tightly tuck the second
sheet, quilt and third sheet together.
• Maître the corners.
• Inset the pillows into the new pillowcase and tuck in the loose ends.
• Repeat this process for the other pillows.
• Place the pillow on the bed with the tucked edges facing the centre and the tucked flaps
on the other side of the pillows.
• Position the bedspread on the bed with equal amounts hanging over both sides and the
foot of the bed.
• Report to the supervisor if you notice stains or tears in the bedspread.
• Smooth the bedspread over the pillows to the head of the bed.
• Tuck the remaining of the bedspread under the front edge of the pillows.
• Smooth the surface of the bed.
• Check the bedspread for evenness on both sides.
• Push back bed towards the side of headboard in the exact position.
• All the four corners of the bed are mitered properly. Bed linen is stain free and properly
ironed. Bed has to be firm.
• Distance of the pillow from Headboard to the fold of the bed is approximately 20”.

Queen Amenities
Amenities are services or items provided to guests or placed in the guest room, bathroom, and
kitchen, among other places, for their convenience and comfort at no additional cost. The
amenities listed below are for visitors staying at the hotel for a short period of time. For
example, suppose a guest stays for a number of nights ranging from one to five.

Hotels provide a variety of amenities to its guests. Some of these facilities may include free
Wi-Fi, cable/satellite TV, air conditioning, a refrigerator, and personal goods like as hair
dryers, shower caps, shampoo, towels, and so on, include at least two complimentary
newspapers given and distributed, a welcome gift upon arrival, 24-hour room service with hot
meals, and a thoughtful presentation at turndown service

Queen Amenities:
Ladies Amenities (Room)
1. Slipper (Yukata)
2. Yoga mat (next to luggage rack)
3. Jewellery box on bed side table
4. Face steamer (on request)
5. Foot massager (on request)
6. Weighing scale (on request)
Ladies Amenities (Bathroom)
1. Makeup mirror
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2. Hair dryer
3. Loofah
4. Shower cap
5. Sanitary bag
6. Strawberry lip balm
7. Cucumber body butter
8. Face towel
9. Bathrobe

Types of Linen
Introduction
Linen is a generic word for goods that may be washed on a daily basis. It will contain both
bed linen and restaurant linen.
Linen is the highest annual cost inventory in the housekeeping department, hence getting
good value for the money spends should be an important priority for an executive
housekeeper. Therefore, must have thorough knowledge of the composition, construction and
properties of a fabric. Artistic skill of housekeeper can be executed in bed making
procedures.

BED LINEN
Bed Sheet
The bed sheets have a good quality with a slight lustre and made from non-crease fabric so as
to retain its appearance. For comfort, the texture should be soft and smooth, absorbent and
free from state. More frequently used are polyester and terry cot. Bed sheet should be large
enough to be tucked in securely all around the mattress. A width cutting length of fabric for
the bed sheet is approximately 8 meters. Normally for the single bed of 85 x 190 cm a single
sheet should be 177 x 274 cm, for double sheet be 238 x 274 cm

Pillow & Pillowcases.

An ideal pillow should be neither too soft nor too hard, while selecting pillows, the house
keeper must test their comfort and the longevity. With proper care, good quality may last for
two years. The uses of pillow covers can double the life of the pillow. The usual size is 48 x
73 cm. Pillowcases are generally made from the same fabric as that of the bed linen. The
longer bag type which is folded in at the open end. In order to calculate the amount of
material required to stitch a pillowcase, it is necessary to measure the circumference of the
pillow and add on 2 to 4 inches to allow for shrinkage and perfect fit.

Bolsters
 P a g e | 25

Bolsters are elongated pillow which stretch the width of the bed. They form an under pillow
and as the head do not rest on them directly. They have a gone out of fashion and now days a
guest is normally given two pillows on the bed.

Blankets
These need to adhere to the body in order to provide warmth. In order to be comfortable, they
should be smooth, soft and resilient and not too heavy. Wool is often blended with a synthetic
fibre, a less durable alternative is made from nylon fibres, it is suitable for those who are
allergic to wool. Electric blankets are uncommon in Indian and are difficult to maintain and
anchor to prevent pilferage.

Duvets/Quilts
It is increasingly popular in modern hotels and are fast replacing the blanket, especially on
double beds. They consist of a filling sandwiched or stitched in a fabric case with a
changeable cover. The fillers may be feathers of the birds or synthetic fibres. Many hotels use
duvet with its cover as a bed spread, in which case a bottom sheet, pillow and duvet with
cover are all that are needed to make a bed. Duvets are three times lighter than the combined
weight of all the linen that covers a guest in conventional bed making. Eiderdowns are
exclusive quilts filled with down feathers from the eider duck which make them very
expensive, nowadays cheaper imitations made with synthetic fibres are now available. Quilts
are generally placed under the fold of the top sheet keep them clean and avoid stains, they
provide a warm but lightweight covering. The warmth duvet is rated in „togs „, the average
duvet having a rating of 10.5 togs and the warmer ones having a higher tog 11and 14 whereas
the polyester fibre filled duvet have a tog between 8 and 11.

Soft Furnishing
These articles serve various functions, some may be simply decorative, providing colour,
pattern and texture to the room some are protective and others may provide warmth and
comfort.

Curtains
These often contribute more to the atmosphere of a room than any other items of furnishing.
Plain heavy curtains draping to the floor are used to create a formal setting. Short curtains
made of light; brightly patterned fabrics are created an informal, relaxed atmosphere. Apart
from creating the desired atmosphere, curtains give flexible control of privacy, heat, light and
to extent noise. The various fabric used for making curtains are cotton, linen, rayon, glass,
acrylics and silk for luxurious settings. Good curtains are usually lined and heavy curtains are
interlined, the lining helps the curtains to drape well and also to protect from sunlight and
dust. The curtain materials required for windows is 15 meters. A heavy fabrics is usual for
public areas and a lighter one in the guest rooms.

Cushion covers /Upholstery:

They must match the décor and are ideal type of furnishing to introduce colour, pattern and
texture into a furnished room to bring a cheer to the guest room. It is important that they are
resistant to dirt, the fabric should not slip nor lint. They may be used in the scatter cushions
some may be used as back rest in chairs others may be shaped to fit sofas and chairs seats,
cushions may be made of variety of fabrics.
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Bath linen
Bath linen comprise towels, bathmats, shower curtains:
Towel and bathmats requirements of towelling material are that it should be absorbent; the
fabric should also be durable and soft. Shower curtains in hotels are waterproof these include
nylon, vinyl, fibre glass or PVC coated materials. Whether white or coloured, the folds of
plastics curtains tend to stick together when hanging wet. Nylon curtains have a better finish
and can be obtained in pastel colours or white. Fibre glass curtains are very brittle but are soil
resistant and resilient to fire, acid, moisture. Table linen These have both practical and
aesthetic uses, so napery must be clean, fresh and crisp

Table Cloth
Fabric consider for table linen is Damask should be able to resist stains and to retain there
colour and shape even after frequent laundering. The table cloth should be sufficiently large
to hang 9 inches below the table edge and the fabric should be hemmed on four sides.
Napkins
These are usually made of 100 % cotton or linen as they need to be absorbent. Also, it should
be possible to starch them so as to allow them to be folded into fancy shapes.
Slip cloth
These are placed over the table cloth to achieve a contrasting effect and hence are normally
coloured.
Underlays
Baize or any other felted material is suitable for these, molton is a cheaper alternative.
Skirts/Frills /Runners
Drapability is an important requirement in these fabrics. Satins made of synthetic fibres are
used as they are durable and colour fast. Banquet frills (Jupon) may have pleats when draping
the table. Varied styles may be used when draping which will affect the length of fabric
required. The width of the fabric must correspond with the length of the table.
Waiters’ cloth A 100 % cotton casement is preferred fabric
for waiter’s cloth.

Linen Exchange Procedure

Linen is provided for rooms and F&B areas following one of these four procedures: Fresh-
for-soiled/one-for-one under this method linen is provided to the areas only when they return
back the equivalent quantity of soiled linen. Uniforms are usually exchanged by this method.
Set Amount in this system, a set amount is provided on a daily basis.
Topping Up this is the bringing up of the stock to the optimum level at periodic intervals or
whenever it falls short of the predetermined optimum.
Requisition this method is mostly used for banquet linen, where the requirements may vary
from day to day. A requisition slip is filled in, on the basis of which linen is provided.
Room Linen Exchange Procedure
1) Room linen is either directly received by the laundry or by the linen room.
2) In either case, the Floor Supervisor physically counts each soiled item on the floor and
enters the figures into the Room Linen contract sheet.
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3) Two copies of the room linen control sheet are sent with the hamper of soiled linen to the
laundry or Linen Room.
4) The Laundry Supervisor or Linen Supervisor, whoever is responsible, recounts the soiled
linen brought down and verifies with the Room Linen Control Sheet. The concerned
supervisor then stamps “Received” after the tally and returns one copy while the third copy
is retained by him/her. If the Laundry Supervisor is directly receiving the laundry, he/she
then sends the second copy to the Linen Supervisor while retaining the third copy of him.
5) Against the Room Linen Control Sheet, the Linen Supervisor issues fresh linen on a one
to one basis. In case the Linen Room is short of fresh linen at the point of time then he/she
enters the balance due on the Room Linen Control Sheet and issues the shortfall in the next
lot.

Linen Exchange Register

Date:
Department/Section Linen Linen Room Soiled Line Fresh Linen Balance
Description per Stock Receiv n ed Issued in Stock

Flower Arrangement
Flower arrangement may be defined as the art of organizing and grouping together plant
materials (flowers, foliage, twigs, etc.) to achieve harmony of form, colour, and texture,
thereby adding cheer, life, and beauty to the surroundings.
A flower arrangement is the technique of ordering and gathering plant elements (flowers,
leaves, twigs, and so on) to create harmony of shape, colour, and texture, therefore giving
brightness, vitality, and beauty to the surroundings. It is primarily a decorative element and
should be the focal point of the room.
Various types of arrangements are chosen as appropriate to the area and occasion. On
special occasions and festivals, a large amount of flowers is required for making up
various types of arrangements
Flower arrangements are done in the hotel because of:
• Creating ambience and décor
• Religious reasons
• Amenities for VIP guests
• Personalized service
• To fit empty unattractive spaces; acts as a camouflage  Special functions

Types of Flowers Used Are:

• Acacia
• Ageratum
• Amaryllis
• Baby's-breath
• Bachelor's-button
• Belladonna
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• Calla
• Candytuft
• Canna
• Canterbury
• Bell caper
• Carnation
• Daffodil
• Dahlia
• Daisy
• Dandelion
• Easter lily
• Eucalyptus
• Gardenia
• Gentian
• Geranium
• Ginger
• Heath
• Heliotrope
• Hollyhock
• Honeysuckle
• Iris
• Jack-in-the-pulpit
• Jasmine
• Jonquil
• Lady's-slipper
• Larkspur
• Lavender
• Liquorice
• Lilac
• Lily

Impact of Flower Arrangement:

• They add, cheer, beauty & life to the environment.
• It enhances the aesthetic appeal of area.
• They also give refreshing feel.

Areas Used for Flower Arrangement in Hotel:

• A large arrangement of flowers in the foyer & in the lounges and restaurants
• Small arrangements in suites
• A budvase in every room
• Medium sized round arrangements at the GRE's desk in lobby and on coffee tables in the
lounge
• Restaurants have budvases on each table
• Low height table arrangements for conferences and meetings
• Large arrangements at informal banquets can be seen
• Wall arrangements and table centrepieces in buffet tables at wedding banquets
• Small arrangements in Executive offices
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Equipment and Material Used

• Mechanics
• Equipment
• Containers
• Bases
• Accessories
• Plant material
• Support

i) Mechanics: These are items used to keep the flowers, foliage’s and stems in place within
the container. Mechanics must be fixed securely and should be hidden from view.
They are:
i) Floral foam/Oasis: A cellular plastic material which has ability to hold water but cannot
be reused and is expensive.
They are of two types:
a) Green foam: These need to be soaked in water. Shapes found are mostly rounds and
blocks and is used for fresh flower arrangements
b) Brown/ grey foam: Used only for dry arrangements or artificial display materials.
ii) Beeswax: It is used to anchor the pin holder to the container and prevent it from
shifting while arranging flowers.
iii) Chicken wire/ wire mesh/ wire netting: This is used to cover floral foam blocks. It
is of 2 types ‐ galvanized wire & plastic-coated wire.
iv) Pin holders / Kenzan: A series of sharply pointed pins are firmly held in a solid lead
base, which may be circular or rectangular in shape. It holds thick and heavy stems securely
by impaling them on the pins. It is placed on shallow dishes or with other mechanics for
display.
v) Prong: This is the simplest type of floral foam anchor. It is a small plastic disc with
four vertical prongs. The base of the prong is attached to the container with adhesive clay and
the block of round floral foam is pressed down onto the prongs.
vi) Florist's cone/ flower tube / flower funnel: It acts as a miniature vase where
foliage’s or flowers need to be placed above their stem height. Its length is about 1 foot and
the pointed end is tied to a cane which is pushed into the foam.

vii) Adhesive clay / oasis fix: It is a non‐ setting sticky clay in strip form which holds dry
surfaces together. It is used for securing a pin holder or prong. It is brown or green colour. To
remove it wipe with white spirit. Plasticine can be an alternative.
viii) Adhesive tape /oasis tape: This strong sticky tape may be wide or narrow and is used
to secure floral foam or chicken wire to the container.
ix) Pebbles & marbles: round marbles or flattened glass nuggets, or pebbles can be used
to add to the attractiveness of the display.

STYLES OF FLOWER ARRANGEMENTS

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• WESTERN STYLE
• CONTEMPORARY STYLE
• FREESTYLE ARRANGEMENT
• ABSTRACT STYLE

PRINCIPLES OF FLOWER ARRANGEMENT

• Balance
• Focal point
• Emphasis/Dominance
• Rhythm
• Contrast
• Proportion
• Scale
• Texture

Focal Flowers

Focal flowers are the largest and showiest flowers in an arrangement. Roses, peonies,
hydrangeas, football chrysanthemums and lilies are some focal flowers.
 P a g e | 31

Filler Flowers

Clusters of individual flowers on a single stem, like babies' breath, statice, wax flowers,
Limonium and solid aster, provide colour and body between the line and focal flowers.

Textured Flowers

Textured flowers create visual interest. The contrast between a dozen densely frilled
variegated carnations and a smooth, sleek, solid coloured vase, for example, makes a simple
but striking arrangement.
 P a g e | 32

Fragrant Flowers

Stargazer lilies, freesia, lilac, stock, some roses and wax flowers all have pleasing fragrances.
They add an unexpected and haunting dimension to flower arrangements.

Control Desk
Housekeeping Desk is an area or place from where all the activities related to rooms or
housekeeping department are controlled or monitored. Housekeeping Control desk is also
known as Nerve Centre of housekeeping department. Importance of Housekeeping control
desk can be observed as a single point of contact for all the housekeeping staff. At the control
desk, the new information is fetched and it is
distributed among the relevant staff.

The other sections that are part of housekeeping

department are as follows:

1. Housekeeping Control Desk

2. Housekeeping Stores
3. Floor Pantry
4. Linen Rooms 5. Laundry
6. Horticulturist
7. Public Area

Functions of Housekeeping Control Desk/ Importance of Housekeeping Control Desk

The hotel housekeeping performs the following functions −

• Housekeeping Control Desk is responsible for ensuring the smooth functioning or

coordination between the housekeeping department and other departments of the hotel.
• Housekeeping Control desk updates the cleaning status on the computer received from
floor supervisors.
 P a g e | 33

• Housekeeping Control desk handles the or attends all the telephone calls received from
the front office or other departments
• Collecting all requests made by the guests.
• Brief the staff about the routine or special event preparation before the staff turns up for
their duties.
• Housekeeping control desk assigns the duties and responsibilities to the housekeeping
staff (Room Attendants & Supervisors) before they move to the floors.
• Collecting the daily task or work reports from staff after their shifts are over.
• Update the Floor Supervisors about the Check-out room Status.
• Looking after all the keys of all the floors and also the housekeeping store keys 
Maintenance of records, forms & various registers.

Cleaning Equipment’s & Agent

Manual Cleaning Equipment
As the name suggests, they are used manually to keep the surfaces clean. Some commonly
used manual equipment are −
Abrasives − They are the sharpening stones or grit papers used to polish metal or wooden
surfaces. There are various abrasives depending upon the size of grit and adhesion of grit
particles on the paper.
Brushes − They are handheld flat brushes with bristles to dust the plain surfaces as well as
the corners. They come with non-slip handles and stiff scratch-free bristles. They help
removing stubborn dust.

Chambermaid’s Trolley/Housekeeping Trolley − This trolley is large enough to keep all

the guest room and guest bathroom supplies in an organized manner. It makes the
housekeeping staff to move it around and carry large number of items in one go while
keeping and cleaning the guest rooms.
Dustbins − They are used to collect daily garbage produced in the hotel.

Dusting Cloths − They are soft cloths used for wiping the surface dust.

Dustpans − They are used to collect dust and garbage from the floor and putting it into the
dustbin.

Janitor’s trolley − It is a trolley that stores cleaning supplies such as detergents, spray
bottles, dustbin, mop, and dusting cloths, all in a compact manner. It can be moved around
easily. It fulfils the challenge of modern-day housekeeping in hotels.

Mops − There are various types of mops such as string mops, flat mops, dust mops, and
synthetic mops. Mops are generally made of flat cotton strings or heavy-duty sponges fixed
 P a g e | 34

on the metal frames. The cotton mops have high absorbing ability but need more care unlike
the synthetic mops that offer almost zero absorbing ability and very less maintenance.

Mop Wringer trolley − A mop bucket cart (or mop trolley) is a wheeled bucket that allows
its user to wring out a wet mop without getting the hands dirty. The mops are squeezed
between two surfaces to remove dirty water from it.

Scarifying machine − It is used for keeping gardens, golf courts, and lawn in the hotel
premises. It cuts through the turf, and removes moss and dead grass. It helps grow spongy
lawn. Scarifies have fixed knife blades attached to the rotary cylinder. They cut through the
grass by which the offshoots are separated into lots of individual plants. This helps to thicken
up the turf and improve its health.

Spray Bottles − They are used to spray water or chemical solutions on the surface that needs
cleaning. They are also used to spray water on the delicate flowers or leaves of flower
arrangement.

Electric Cleaning Equipment

As the name depicts, this equipment requires electrical power to operate. They are operated
either on AC power or on the battery. Some important electric equipment is −
• Box Sweeper − It is electric sweeper that consists of a friction brush. The brush often is
fit to revolve vertically or horizontally, when the equipment moves on the surface. It can
clean floors as well as carpets. The wider the better is the box sweeper brush.
• Vacuum Cleaner − It is again a majorly used equipment in hotel housekeeping. It comes
with a suction motor fit in a case, a hose, and various attachment for delicate as well as
tough cleaning requirements.
• Polishing Machine − They are used to add a shine to the floors of most frequented areas
of the hotel.

• Scrubber − It is a floor care accessory that comes with handheld electrically operated
scrubber. It is used where only mopping doesn’t suffice. It can scrub stubborn and sticky
stains on the floors of cafeterias, restaurants, lobbies, and fitness areas where people can
take food and beverages.
• Vapor Cleaning Machine − They are used where the chemical odours are not desired.
They are equipped for continuous operation. They heat up quickly and work with low
amount of moisture. They kill the beg bugs and their eggs, the yielding a completely clean
environment.
Cleaning Agents
Taski R Series
Taski R1: Bathroom cleaner cum Sanitiser

Taski R2: Hygienic Hard Surface Cleaner (All-purpose cleaning agent)

Taski R3: Glass and Mirror Cleaner

 P a g e | 35

Taski R4: Furniture Polish

Taski R5: Air Freshener

Taski R6: Toilet Bowl Cleaner

Taski R7: Floor Cleaner (For removal of oil and grease)

Taski R9: Bathroom and Fittings Cleaner

Laundry Operation

1. Collecting Soiled Linen.

House maid and room boy should strip linens from beds and areas and put them on to the
linen chute or on to the soiled linen carts stored on each floor pantry. Staff should never use
any guest linen for any cleaning purpose.
The house boys should go for frequent rounds on each floor to collect the soiled linen from
the linen chute or on to each floor pantry.
Supervisors should make sure that the soiled linens don’t pileup on floor pantry which may
cause further soil or damage as there are chances that people may walk on them.

2. Transport Soiled Linen to Laundry department.

The linens form the laundry chutes and floor pantry are carried to the laundry department by
trolley. The housemen should make sure that the laundry items are not dragged on the floor
this may further damage or soil the laundry.

3. Sorting of Linen and Uniforms.

 P a g e | 36

The laundry sorting area of the hotel should be large enough to buffer one day worth of
laundry and these sorting of laundry should not cause interfere with other laundry activities.
Note: SOP for sorting of uniforms and linens. Sort linen and uniforms according to their
stains, size, type, colour etc.

4. Washing and Dry cleaning.

After the linens and uniforms are sorted properly the laundry staff collects the batches of
laundry and load them to the washers. It is also a good process to always weigh the laundry
items before loading them to the washers, this will ensure that the washers are not overloaded
and help to run them in the optimum operation condition.
If required the soiled linens are treated to remove stains before the washing process. To
reduce operational cost nowadays hotels uses chemicals ( bleaches, detergents, softeners etc.)
while washing process to remove stains instead of treating laundry items separately before
washing.

5. Drying.
After the washing cycle is completed, the washed items are dried on the dryer. The drying
times and temperature vary considerable according to the type of linen / cloths. Also, always
the drying should be followed by a gradual cool down process to prevent the hot linens from
being damaged or wrinkled by rapid cooling and healing process.

6. Folding of Linen and Uniforms.

Even though a lot of flooding of linens are now automated, the hotels still do a lot of folding
by hand. While folding the linens the laundry attendants should also look for any damages
occurred to them while the laundry process. The folded items are then stored and stacked
properly according to batches. The finished laundry items should latest rest for 24hrs. as this
will increase their life.
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FOOD & BEVERAGE SERVICE

Seven Kitchen

A bright and attractive multi-cuisine restaurant with seven display kitchens that serves an
eclectic all-day eating menu that includes Indian, European, Middle-Eastern, and Asian and
many more is open 24 hours a day, seven days a week. Enjoy the daily breakfast, lunch and
dinner buffet, which is filled with a collective of 7 entrepreneurial chefs, each portraying a
unique tale of seven different live kitchens.
Restaurant Timings: Open 24 Hours
Breakfast: 06.30 am – 10.30 am
Lunch: 12.00 pm – 03.00 pm
Dinner: 07.00 pm – 12.00 am
Sunday Brunch: 12.30 pm – 04.00 pm
Liquor Service Timings: 11.00 am – 12.00 am
Seating Capacity: 160 Guests
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Sahib Room & Kipling Bar

Inspired from the lavish and vintage decadence of the colonial era, The Sahib Room boasts
classic Indian favourites with familiar ingredients and slight hints of modernity–the menus
has been created keeping in mind the discerning diner who enjoys robust and flavoursome
food.
Restaurant Timings:
Lunch: 12.00 pm – 03.00 pm
Dinner: 07.00 pm – 12.00 am
Seating Capacity: 50 Guests

Sette Mara

A Middle Eastern Lounge, Bar & Kitchen set against the backdrop of marine blues &
burgundies. Sette Mara showcases deep nuances of aromatic spices & ingredients from the
Levant and a collection of artisanal cocktails & negronis by our spirited bartenders.
Restaurant Timings:
Lunch: 12.00 pm – 03.00 pm
Dinner: 07.00 pm – 12.00 am
Seating Capacity: 50 Guests
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By The Mekong

Perched high on the 37th floor of the hotel, this renowned Asian themed restaurant boasts of
elegant wooden decor and has a fabulous view of the city. Indulge in a delectable and unique
blend of Chinese, Thai and Vietnamese flavours for a rare epicurean experience. Highlights
from the menu include 'Mekong Chicken with Shemeji', 'Thai Green Vegetable Curry', 'Pad
Thai Noodles', 'Radish Cakes' and 'Chicken with Basil and Chili'. Overall, the restaurant is an
epitome of sophistication and beauty.
Restaurant Timings:
Lunch: 12.00 pm – 03.00 pm
Dinner: 07.00 pm – 12.00 am
Seating Capacity: 100 Guests

The Drawing Room & St. Regis Bar

The Drawing Room recalls the storied traditions of The St. Regis and the vibrant energy of
Mumbai. Intimate gatherings over a selection of premier coffees, bespoke tea blends and the
signature St. Regis tea ritual are punctuated by a pianist. A sophisticated and elegant venue
where time-honoured traditions and infusions elevate the everyday to the extraordinary.
Experience the art of drinking in the exquisite surrounds of The St. Regis Bar.

Restaurant Timings: 11:00Am- 11:000Pm

Seating Capacity: 90 Guests
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Equus

Equus is perched atop Level 36 of The St. Regis Mumbai overlooking Mumbai's finest
landmark, the Mahalaxmi Racecourse which has been home to reputed horse-racing and polo
events since 1883. Equus stems from ‘Equestrian’ - a code of honour and skill embodying
refinement, elegance and the strength of a knight. Equus is the by-invitation-only members’
business club for the discerning few, who seek the rare and the exceptional. Its lofty setting,
high above Mumbai’s skyline, is an intimate and warm cocoon of luxury that caters to the
business or leisure needs of its members. Situated in The St. Regis Mumbai, the tallest luxury
hotel in India, Equus defines extraordinary in every way.
Restaurant Timings: Exclusively Members Only 11.00 am – 11.00 pm

Seating Capacity: 56 Guests

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Banquets & Conference Rooms:

The Astor Ballroom

• Dimensions (LxWxH): 117x54x23

• Area (sq. ft.): 6318
• Theatre: 784 pax
• Schoolroom: 318 pax
• Conference: 400 pax
• U-Shape: 108 pax
• Reception: 1000 pax
• Banquet: 352 pax

Astor Ballroom I
• Dimensions (LxWxH): 39x54x23
• Area (sq. ft.): 2106
• Theatre: 180 pax
• Schoolroom: 96 pax
• Conference: 88 pax
• U-Shape: 48 pax
• Reception: 200 pax
• Banquet: 88 pax Astor Ballroom II
• Dimensions (LxWxH): 39x54x23
• Area (sq. ft.): 2106
• Theatre: 180 pax
• Schoolroom: 96 pax
• Conference: 88 pax • U-Shape: 48 pax
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• Reception: 200 pax

• Banquet: 88 pax Astor Ballroom III
• Dimensions (LxWxH): 38x54x23
• Area (sq. ft.): 2052
• Theatre: 180 pax
• Schoolroom: 96 pax
• Conference: 88 pax • U-Shape: 48 pax
• Reception: 200 pax
• Banquet: 88 pax Astor Ballroom I & II
• Dimensions (LxWxH): 78x54x23
• Area (sq. ft.): 4212
• Theatre: 400 pax
• Schoolroom: 150 pax
• Conference: 180pax
• U-Shape: 96 pax
• Reception: 350 pax
• Banquet: 180 pax Astor Ballroom II & III
• Dimensions (LxWxH): 78x54x23
• Area (sq. ft.): 4212
• Theatre: 400 pax
• Schoolroom: 150 pax
• Conference: 180pax
• U-Shape: 96 pax
• Reception: 350 pax
• Banquet: 180 pax Pre-Function Level 9
• Dimensions (LxWxH): 148x20x23
• Area (sq. ft.): 8000
• Theatre: --
• Schoolroom: --
• Conference: --
• U-Shape: --
• Reception: 500 pax
• Banquet: --
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Astor Terrace

• Dimensions (LxWxH): Open Space

• Area (sq. ft.): 8000
• Theatre:
• Schoolroom:
• Conference:
• U-Shape: 250 pax
• Reception: 500 pax
• Banquet: --

Imperial
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• Dimensions (LxWxH): 80x58x10

• Area (sq. ft.): 4640
• Theatre: 375 pax
• Schoolroom: 150 pax
• Conference: 140 pax
• U-Shape: 60 pax
• Reception: 350 pax
• Banquet: 140 pax

Pallazzio
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• Dimensions (LxWxH): 81x50x10

• Area (sq. ft.): 4050
• Theatre: 225 pax
• Schoolroom: 100 pax
• Conference: 120 pax
• U-Shape: 57 pax
• Reception: 300 pax
• Banquet: 120 pax
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Alhambra

• Dimensions (LxWxH): 65.4x39.9x13

• Area (sq. ft.): 2609.46
• Theatre: 160 pax
• Schoolroom: 72 pax
• Conference: 80 pax • U-Shape: 51 pax
• Reception: 100 pax
• Banquet: 80 pax

Grand Cru Salon

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• Dimensions (LxWxH): 29x27x9

• Area (sq. ft.): 1400
• Theatre: 60 pax
• Schoolroom: 45 pax
• Conference: 45 pax
• U-Shape: 30 pax
• Reception: 70 pax
• Banquet: 50 pax

Stateroom 1
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• Dimensions (LxWxH): 25x26x8

• Area (sq. ft.): 650
• Theatre: 40 pax
• Schoolroom: 27 pax
• Conference: 25 pax
• U-Shape: 15 pax
• Reception: 30 pax
• Banquet: 25 pax

Stateroom 2
• Dimensions (LxWxH): 23x26x9
• Area (sq. ft.): 598
• Theatre: 40 pax
• Schoolroom: 27 pax
• Conference: 25 pax
• U-Shape: 18 pax
• Reception: 30 pax
• Banquet: 25 pax

Stateroom 3
• Dimensions (LxWxH): 26x26x8
• Area (sq. ft.): 676
• Theatre: 40 pax
• Schoolroom: 27 pax
• Conference: 25 pax
• U-Shape: 15 pax
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• Reception: 30 pax
• Banquet: 24 pax

Stateroom 4
• Dimensions (LxWxH): 24x26x11
• Area (sq. ft.): 624
• Theatre: 30 pax
• Schoolroom: 25 pax
• Conference: 24 pax
• U-Shape: 15 pax
• Reception: 30 pax
• Banquet: 24 pax

Boardroom 1
• Dimensions (LxWxH): 21x15x8
• Area (sq. ft.): 315
• Theatre: -- • Schoolroom: --
• Conference: --
• U-Shape: -- • Reception: --
• Banquet: --

Boardroom 2
• Dimensions (LxWxH): 24x15x11
• Area (sq. ft.): 360
• Theatre: -- • Schoolroom: --
• Conference: --
• U-Shape: -- • Reception: --
• Banquet: --

Pre-Function Level 8
• Dimensions (LxWxH): 133x36x13
• Area (sq. ft.): 4788
• Theatre: --
• Schoolroom: --
• Conference: --
• U-Shape:
• Reception: 600 pax
• Banquet: --

Zenith Party Suite & Anais

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• Dimensions (LxWxH): 104x31x13

• Area (sq. ft.): 4500
• Theatre: 100 pax
• Schoolroom: 40 pax
• Conference: 60pax • U-Shape: 35 pax
• Reception: 200pax
• Banquet: 80 pax

Banquet Banquet Set Up:

Room Set-
up Examples
Generally used for meals and sessions involving small group discussions. A
five foot round table seats eight people comfortably. A six foot round table
seats 10 people comfortably.

Conference and Hollow Square Set Up:

Appropriate for interactive discussions and note-taking sessions for fewer
than 25 people. Many hotels have elegant "boardrooms" for 10 to 20 people,
equipped with full audio-visual capabilities, a writing board, cork board and
a flip chart.

E-Shape, U-Shape and T-Shape Set Up:

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Appropriate for groups of fewer than 40 people. These are best for
interaction with a leader seated at the head of the setup. Audio-visual is
usually best set up at the open end of the seating.

Theatre Set Up:

Appropriate for large sessions and short lectures that do not require
extensive note-taking. This is a convenient setup to use before breaking into
discussion or role-playing groups because chairs can be moved.

Reception Set Up:

Stand-up social function where beverages and light foods are served. Foods
may be presented on small buffet tables or passed by servers. May precede a
meal function.

Schoolroom or Classroom Set Up:

The most desirable setup for medium to large-size lectures. Requires a
relatively large room. Tables provide attendees with space for spreading out
materials and taking notes.

Ovals and Rounds Set Up:

Generally used for meals and sessions involving small group discussions. A
five foot round table seats eight people comfortably. A six foot round table
seats 10 people comfortably.

The following are the duties and responsibilities of various F & B personnel
The Restaurant Manager reports to the Food and Beverage Manager, who reports to the
General Manager. Job Summary: Lead a service "I" with individualized guest attention to
suggest and meet budgets and goals.
Responsibilities and Duties
Recommend and oversee a budget and year-long strategy. You will be in charge of leading,
training, and motivating a service team. Maintain daily briefings to ensure two-way
communication, training, and policy information. Check the team's mis-en-scene and mis-
enplace. Restaurant expenditures should be kept under control. Create new strategies to
increase restaurant sales through upselling menu items, food promotion merchandising, and
so on. Meet and welcome guests and create a customized guest database to ensure repeat
business. Schedule employee rotations and tasks, and arrange for extra help as needed.
Ensure the restaurant's safety and hygiene. Maintain discipline and perform employee
evaluations. Cooperation of menu offers and operational coordination with the chef.

Responsibilities and Duties

Train and oversee restaurant servers to provide excellent service in terms of timeliness,
quality, and customization. Supervises the installation of the assigned station to guarantee a
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seamless functioning. Inspect table arrangements at the station to ensure they fit the criteria
established.
Examine and check that all equipment and furnishings is in good working order. To fulfil
restaurant budgets, sell food and beverages. Correctly take food and beverage orders. Provide
wine service in accordance with international standards. Prepare flambé foods with
showmanship and authenticity, if given by the restaurant. Control the station's inventory of
cutlery and serving equipment.
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Food Production
Food Production is a subject based on our practical know- how, so the internship is an
integral part of our study. An internship is an opportunity for the students to gain the
knowledge about the actual working environment, thereby training them for the future.
They examine ways to satisfy customer demand through a change in the culture, structure and
goals of an organization. Topics include guest satisfaction, consumer behaviour and
expectations, reward and loyalty programs, service quality and effective communication.
Moreover, developing the proper professional and hospitable attitude is an important focus
point.

Sous Chef Responsibilities:

• Prepare the duty roasters • Authorizers all the formats.
• He is also authorized for granting leave to personnel in his own section. SOUF CHEF
Responsible to: Master Craftsman Responsible for: Chefs working under him Duties &
Responsibilities:
• The sous chef is responsible for his particular department which may very 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 hr has to keep the functioning of his
particular up to date.
• He sanctions overtime and leave for the personnel in his department.

Chef De Parte Responsibilities:

• 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 mis-en-place.

Following are the major departments or sections in a hotel

kitchen:
o Hot-Foods Section:
• Roast Section
• Sauce /Grill/Fry Section
• Hotline
• o Cold Kitchen / Garde – Manger/ Larder:
• Hors D’oeuvre Section
• Salad Preparation
• Juice Pantry
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• Sandwich Station
• Showpiece Preparation

o Bakery & Confectionery Section:

• Mixing Station
• Dough Holding and Proofing
• Dough Rolling Section
• Baking and Cooling
• Dessert Preparation •
• Plating Desserts Section o

• Banquet Section:
• Bulk Cooking
• Dry Heat Cooking (Roasting, Broiling) • Holding and Pick Up Section o Receiving
Section: Weighing and Checking o Wash Up (Pot/Plate): Plate House &
Pot Wash o Stores: Dry, Refrigerator and Deep Freezer
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Questionnaire
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Conclusion
It was a complete useful experience working at “THE ST.REGIS,
MUMBAI”. The friendly welcoming staff and the space they have created
for trainee/ intern allowed me with full opportunities to learn and know
myself as a worker. The experience brought out my strength and also the
area I needed to work. It added more confidence to my professional
approach built a stronger positive attitude and taught me how to work in a
team as a player. The primary objective of an internship is to gather a real
life experience and put their theoretical knowledge in practice. This was my
first experience to work in a 5 star property. I was quite nervous about it.
During my 4 month internship I have developed a lot of confidence and
courage in this industry.
My experience at the hotel was highly a educative one. I went to different
departments of the hotel and got a lot of varied experience . I worked in all
core four departments of the hotel: Food Production, Food & Beverage
Service, Front office, and Housekeeping.in these departments I got to learn
many things which will be helpful for me nib the future.
I also learned the values and importance of this industry and experience that
is much superior field than most of the other field during my training, as a
human I noticed many changes in my attitude. I am more confident and
more likely to do any work now.
During my training, I thoroughly enjoyed the challenges that came along
every single day. I learned that this is just the beginning of the road and I
have to travel long distance to be a successful person in this field. But I must
say this experience will prove an objective in my career in the hotel
industry.
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Bibliography

Official website of St Regis Mumbai

https://www.marriott.com/en-us/hotels/bomxr-the-st-regis-mumbai/overview/?
scid=1fa64fe2-4881-4931-996c-

aa9f1a874c3f&gclid=Cj0KCQjwsdiTBhD5ARIsAIpW8CItMCBFcrFyEJ0uRAtL2LYOt
fhLhvMVcev8-
cyyXMHdl0mcdK-4LPsaAjYwEALw_wcB&gclsrc=aw.ds

Review of St Regis Mumbai on TripAdvisor

https://www.tripadvisor.in/Hotel_Review-g304554-d2311683-Reviews-
The_St_Regis_Mumbai-
Mumbai_Maharashtra.html
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Certificate Of Completion