INDUSTRIAL TRAINING REPORT

PRIDE HOTEL&CONVENTION CENTRE,INDORE

SUBMITTED BY-

ANIRUDDHA PRADHAN

IHMCTAN,MUMBAI

1941116021

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 ACKNOWLEDGEMENT

I WOULD LIKE TO EXPRESS MY GRATITUDE TOWARDS THE WHOLE

ESTABLISHMENT FOR BEING SUCH GREAT MENTORS,TO ALL THOSE WHO
PROVIDED SUPPORT,TALKED THINGS OVER,MOTIVATED ME& TAUGHT
EVERYTHING CONSIDERING US AS THEIR OWN TEAM.

I WOULD LIKE TO THANK MS. KRATI BAHETI (HR PRIDE HOTEL&CONVENTION

CENTRE,INDORE) FOR GIVING ME THE OPPORTUNITY TO PURSUE MY
INDUSTRIAL TRAINING PROGRAM WITH AN ESTEEMED ORGANIZATION AS PRIDE
GROUP OF HOTELS & RESORTS.

I WOULD LIKE TO THANK MS. PRIYA DALAL & MR. SM ALI (DUTY MANAGERS
F.O.) FOR ALLOWING ME TO WORK WITH THEM AS A TEAM AND TEACHING ME
THE OPERATIONS OF FRONT OFFICE AND HELPING ME WHENEVER IN NEED.

IT WAS ALL IN A VERY GOOD EXPERIENCE,I AM PARTICULARLY THANKFUL ALL

THE STAFF OF THE ESTABLISHMENT FOR APPRECIATING AND SUPPORTING MY
WORK.

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 INDEX

SERIAL NUMBER CONTENTS

1 TITLE PAGE

2 ACKNOWLEDGEMENT

3 INDEX

4 ABOUT COMPANY

5 ABOUT ESTABLISHMENT

6 TRAINING SCHEDULE

7 FRONT OFFICE

8 HOUSEKEEPING

9 FOOD PRODUCTION

10 F&B SERVICES

11 CONCLUSION

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 ABOUT PRIDE HOTELS & RESORTS

THE PRIDE STARTED WITH ITS FIRST HOTEL IN THE YEAR 1988 IN PUNE,
MAHARASHTRA. WITH THE REMARKABLE SUCCESS OF THE PUNE HOTEL, THE
SECOND ONE WAS SET UP IN NAGPUR AND THEN FOLLOWED BY AHMEDABAD,
BANGALORE, CHENNAI, KOLKATA, AND DELHI. PRIDE GROUP KEPT EXPANDING
BY ADDING HOTELS AND RESORTS ON JOINT VENTURES AND MANAGEMENT
BASIS AT GOA, JAIPUR, DHARAMSHALA, PURI, MANALI, INDORE AND THE
RECENT ONE IN RAJKOT. PRIDE GROUP OF HOTELS TODAY IS A MAJOR PLAYER IN
THE HOSPITALITY INDUSTRY IN INDIA.

PRIDE GROUP OF HOTELS RESONATES TRUE INDIAN HOSPITALITY. BEING A

TRULY INDIAN BRAND PEOPLE HAVE TAKEN PRIDE IN ASSOCIATING WITH US.
PRIDE GROUP OF HOTELS INCORPORATES THE FIVE SENSE OF TRADITIONAL
INDIAN WELCOME NAMELY, FRAGRANCE, MUSIC, AMBIENCE, REGIONAL INDIAN
PAINTINGS AND FRESCOES, AND MOUTH-WATERING INDIAN CUISINES. AT PRIDE,
WE START WITH A TRADITIONAL WELCOME OF NAMASKAR AND WELCOME OUR
GUEST WITH TIKA, AARTI AND GARLAND WHICH IS HOW WE WELCOME GUEST
AT OUR HOMES. THERE IS A FAMILIAR FRAGRANCE OF TUBEROSE IN OUR
LOBBIES WHICH WE HAVE IN ALL OF OUR HOTELS. ALL OUR PUBLIC AREA PLAY
LOCAL REGIONAL MUSIC. ALL THE ARTWORKS OF THE ROOMS AND PUBLIC
AREAS HAVE TAKEN INSPIRATION FROM LOCAL ARCHITECTURE, CULTURE, AND
COLOURS. OUR ALL-DAY DINING OFFERS AN INTERNATIONAL AND INDIAN MENU
AND HAVE ALSO INCORPORATED A LOT OF POPULAR DISHES FROM REGIONAL
CUISINES.

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THIS YEAR, OUR HOTEL IN GOA IS SET TO LAUNCH SOON WITH AROUND 250-300
ROOMS ALONG WITH THE ONES IN NAGPUR AND PUNE, ADDING 75 AND 50
ROOMS RESPECTIVELY. SIGN-UPS WITH NEW MANAGEMENTS HAVE ALSO BEEN
PLANNED IN GUWAHATI, PANIPAT, AND NASHIK.

PRIDE MANAGEMENT PROFILE

1. MR. S P JAIN

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MR.JAIN IS VERY ACTIVE, A FORMER PRESIDENT OF HOTEL & RESTAURANT
ASSOCIATION AND VICE PRESIDENT OF FHRAI OF ALL INDIA BODY. HE HAS
CONTRIBUTED TO INDUSTRY WITH HIS KNOWLEDGE AND EXPERTISE. MR S.P.
JAIN IS HANDLING SOCIAL ACTIVITIES IN VARIOUS INSTITUTION IN THE FIELD OF
EDUCATION FOR UNDERPRIVILEGED. HE HAS ACTIVELY DONATED IN RUNNING
SCHOOLS, HOSTELS, INSTITUTIONS, MUSEUMS, AND MUCH MORE.

2. MR. SATYEN JAIN

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 MR. SATYEN JAIN IS A CHARTERED ACCOUNTANT AND HOLDS AN MBA
FROM SP JAIN INSTITUTE OF MANAGEMENT MUMBAI. HE ALSO WON THE
YOUNG HOTEL ENTREPRENEUR OF THE YEAR 2007 AWARD FROM FHRAI,
WHICH IS SUPPORTING HIM IN CARRYING FORWARD HIS DREAMS OF
MAKING PRIDE GROUP A FORCE TO RECKON WITHIN THE HOTEL
INDUSTRY. THE FATHER-SON COMBO IN ALL LIKELIHOOD WILL TAKE THE
INDUSTRY BY STORM IN THE YEARS TO COME. MR. SATYEN IS A PERFECT
BLEND OF KNOWLEDGE, CREATIVITY AND ENTREPRENEURIAL QUALITIES.
HIS VARIOUS INTERVENTIONS HAVE CONTRIBUTED SIGNIFICANTLY TO THE
GROWTH AND SUCCESS OF THE ORGANIZATION. HE HAS EXTENSIVE ADVISORY
SKILL ON ISSUES OF HOSPITALITY MANAGEMENT AND ORGANIZATION
BUILDING. THIS YOUNG DYNAMIC PERSONALITY ALSO PLAYS THE ROLE OF A
FRIEND, ADVISOR AND MENTOR TO NEW PROFESSIONALS. MR JAIN BELIEVES
THE PASSION AND ZEAL FOR YOUR WORK WILL ALWAYS EXCEL YOU; IN
WHICHEVER FIELD YOU ARE BUT IT MUST BE ACCOMPANIED BY ETHICS AND
TRUST. TRULY, A MULTIFACETED PERSON, HE FULFILS ALL HIS ROLES AND
DUTIES EFFORTLESSLY.

3. MR. ARUN NAYAR

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 MR. ARUN NAYAR, THE EXECUTIVE DIRECTOR OF PRIDE GROUP OF HOTELS
HAS BEEN SUCCESSFULLY RUNNING THE OPERATIONS & DEVELOPMENT
DEPARTMENT FOR THE GROUP SINCE 2001. AS A PROUD ALUMNUS OF THE
INSTITUTE OF HOTEL MANAGEMENT, CATERING & NUTRITION NEW DELHI
AND ADVANCED HOTEL MANAGEMENT DEGREE FROM LIBERA
UNIVERSITY, ROME, ITALY, MR NAYAR HAS BEEN STEERING THE PRIDE
GROUP OF HOTELS TO GREAT HEIGHT OF SUCCESS. HE HAS BEEN ADDING
TREMENDOUS VALUE IN MAKING THE HOTEL CHAIN A GIANT IN INDIAN
HOSPITALITY. WITH AN IN-DEPTH HOTEL EXPERIENCE OF OVER 48 YEARS
IN HOTEL OPERATIONS IN INDIA & OVERSEAS IN REPUTED HOTEL CHAINS,
MR NAYAR HAS THE PERFECT SKILLS TO LEAD SUCH A LEADING AND
GROWING HOTEL CHAIN.

4. MR ATUL UPADHYAY

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 MR ATUL UPADHYAY, VICE PRESIDENT, PRIDE GROUP OF HOTELS IS A
SEASONED PROFESSIONAL WITH 26 YEARS OF PIVOTAL EXPERIENCE IN
THE REALM OF THE HOSPITALITY INDUSTRY. HE CARRIES A RICH BLEND
OF KNOWLEDGE IN OPERATIONS, OPERATIONAL POLICIES, STRATEGY
DEVELOPMENT, OWNERS AND GUEST RELATIONSHIP MANAGEMENT,
TRAINING, HUMAN RESOURCES, AND CUSTOMER SERVICE. A KEEN
PLANNER & STRATEGIST HE HAS BEEN RESPONSIBLE FOR SUCCESSFULLY
LEADING THE OPERATIONS AND DEVELOPMENT FOR PRIDE GROUP OF
HOTELS.

5. MR. AMIT SIDHANA

MR AMIT SIDANA IS A SEASONED HOSPITALITY PROFESSIONAL, HAS OVER 2

DECADES OF DIVERSIFIED KNOWLEDGE AND EXPERIENCE IN SALES &
MARKETING IN VARIOUS INDUSTRIES INCLUDING HIS CORE FORTE -
HOSPITALITY.

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HE POSSESSES A STRONG ANALYTICAL & ORGANIZATIONAL POTENTIAL,
COMBINED WITH AN IMPECCABLE EYE-TO-DETAIL ORIENTED OUTLOOK; HAS
PROFICIENCY IN DESIGNING SALES, MARKETING & REVENUE MANAGEMENT
STRATEGIES FOR INTERNATIONAL BRANDS. HIS EFFICIENCIES FURTHER PROVE
TO PROMOTE PRIDE’S CORE CONCEPT/SERVICES, STRATEGY, PLANNING, MARKET
RESEARCH, BRAND MANAGEMENT, COMPETITION ANALYSIS, FORECASTING,
AND TRAINING/ BUSINESS DEVELOPMENT.

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ABOUT PRIDE HOTEL & CONVENTION CENTRE
INDORE

ESTABLISHED IN 2018,PRIDE HOTEL & CONVENTION CENTRE INDORE, LOCATED

IN DEWAS BYPASS IS THE LUXURY HOTEL IN THE CITY. THE HOTEL OFFERS A
CHOICE OF 60 DELUXE, 3 SUITE ROOMS & 10 LUXURY TENTS, & SWIMMING POOL.
TIFFANY BLUES – THE ALL DAY DINING MULTICUISINE RESTAURANT OFFERS
GLOBAL CUISINE WITH LIVE INTERACTIVE KITCHEN, FEATURING A CHOICE OF
ELABORATE BUFFET AND AN A LA CARTE MENU. FUEL BAR – OFFERS A WIDE
VARIETY OF SPIRITS, CHOICES OF RARE MALTS AND ARMAGNAC’S OR ON AN
INNOVATIVE COCKTAIL. HOTEL OFFERS GOOD EXTENSIVE CONVENTION
FACILITIES AND IS THE IDEAL VENUE FOR CONFERENCES, GET TOGETHER &
SOCIAL GATHERINGS AT THE HRJ GRAND WHICH CAN ACCOMMODATE UP TO
1000 PERSON AND HRJ GREEN 35000SQFT LAWN, AN ADDITION TO BLISSFUL
COMBINATION OF LUXURY. THE HALL AND GREENS LAWN CAN CELEBRATE
WEDDING FUNCTION FOR 4000 TO 5000 PERSONS WITH AN AMPLE PARKING FOR
MORE THAN 750 TO 1000 CARS

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 TYPES OF ROOMS

1. DELUXE KING

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2. DELUXE TWIN

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3. COTTAGES

4. DELUXE SUITE

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HOTEL FLOOR PLAN-

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RESTAURANT- TIFFANY B LUES

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POOL AREA-

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BANQUEST- HRJ GRAND

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 TRAINING SCHEDULE

MY TRAINING STARTED FROM 15TH DECEMBER 2020 BY JOINING FRONT OFFICE

DEPARTMENT BEING THE FIRST AND ONLY DEPARTMENT WHERE I PURSUED MY
INDUSTRIAL EXPOSURE TRAINING THAT ENDED ON 6TH MARCH 2021.

1. FRONT OFFICE

THE FRONT OFFICE IS OFTEN STATED AS BEING THE NERVE CENTER OF THE
HOTEL.
THE DUTIES PERFORMED BY THIS DEPARTMENT RANGES FROM HANDLING
LUGGAGE OF THE GUESTS, CHECKING IN GUESTS TO THE ROOM, ACCUMULATE,
POST ALL CHARGES MADE BY GUEST TO THEIR BILLS, ANSWER GUEST QUERIES
AND SOLVE GUEST COMPLAINTS AND FINALLY CHECKING THEM OUT OF THEIR

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ROOMS, AND SOMETIMES FOLLOWING UP EVEN AFTER THE GUEST HAS
CHECKED OUT.

THE FRONT OFFICE IS DESCRIBED AS BEING THE FIRST AND FINAL POINT OF
CONTACT BETWEEN THE GUEST AND THE HOTEL. SO THEREFORE, IT IS THE
DEPARTMENT’S ULTIMATE RESPONSIBILITY IN MAKING A DECISION THAT
WOULD AFFECT THE GUEST’S STAY AT THE HOTEL. THE FRONT OFFICE CAN BE
DIVIDED INTO VARIOUS SECTION SUCH AS BELL DESK, CONCIERGE, RECEPTION,
RESERVATION, CASHIERING.

PRIDE HOTEL HAD A UNIQUE SELLING PROPOSITION WITH RESPECT TO THIS

DEPARTMENT. FOR A SEAMLESS EXPERIENCE, THE DRIVER WOULD MEET THE
GUEST FOR HIS COMPLIMENTARY PICKUP AT THE AIRPORT ALONG WITH A FEW
REFRESHMENTS. UPON THE ARRIVAL OF THE GUEST THE BELL DESK GREETS THE
GUEST AND ASK FOR PERMISSION TO TAKE OUT THE LUGGAGE FROM VEHICLE.
THE GATEKEEPER THEN OFFERS SANITIZATION TO GUEST AND OPENS THE DOOR
FOR THE GUEST TO GO IN TO THE LOBBY.
UPON GUEST’S ARRIVAL AT THE RECEPTION THE GUEST ATTENDANT AT THE
RECEPTION GREETS THE GUEST WITH “NAMASHKAR” AND ASK FOR THEIR ID
PROOFS,AFTER VERIFYING AND COPYING THE ID’S THE ATTENDANT REQUESTS
THE GUEST TO FILL THEIR REGISTRATION CARD AND COVID DECLARATION
FORM AS THE REGISTRATION FORMALITIES.AFTER THE FORMALITIES AND
PAYMENT FOLLOW UP,THE CONCIERGE THEN ESCORTS THE GUEST TO THEIR
ROOM AND THE BELL BOY TAKES CARE OF TRANSFERRING THE LUGGAGE TO
GUEST’S ROOM.

FOR INHOUSE CALLS THE ATTENTAND GREETS THE GUEST WITH “NAMASHKAR”
ALONG WITH ANNOUNCING THE NAME OF DEPARTMENT i.e. “NAMASHKAR
FRONT DESK”. THEN THE ATTENDANT LISTENS TO THE GUEST QUERY AND TAKE
ACCORDING MEASURE TO RESOLVE THE GUEST QUERY.

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FOR OUT OF THE HOUSE CALLS,THE ATTENDANT GREETS THE GUEST WITH
“NAMASHKAR” ALONG WITH THE NAME OF ESTABLISHMENT AND ASKING HOW
MAY I ASSIST YOUi.e. “NAMASHKAR PRIDE HOTEL INDORE HOW MAY I ASSIST
YOU?” .-

HEIRARCHY OF FRONT OFFICE DEPT.

↓

MR. GOPAL MISHRA

(F.O.M/E.A.M)

MR. S M ALI
(SR. DUTY MANAGER)

MS. PRIYA DALAL

(JR. DUTY MANAGER)

↓ ↓ ↓
MR. VISHAL PAULOSE MS. REBIKA TOPPO MR. HEMANT RAJPUT

(RESERVATION EXECUTIVE) (G.R.E) (BELL CAPTAIN)

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 ↓ ↓
MR. GOPAL GUPTA MR. SHANKAR GUPTA

(G.S.A) (BELL BOY)

↓
INTERNS

2. HOUSEKEEPING

THE HOUSEKEEPING DEPARTMENT OF ANY HOTEL PLAYS AN IMPORTANT

ROLE IN THE MAINTENANCE OF THE REVENUE EARNING POTENTIAL OF
THE ORGANIZATION, BECAUSE THE SALE OF ROOMS CONSTITUTES A

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MINIMUM OF 75% OF THE HOTEL PROFIT AND THE HOUSEKEEPING
DEPARTMENT IS RESPONSIBLE FOR THE UPKEEP OF THE SAME. IN OTHER
WORDS, A HOTEL GETS LARGEST MARGIN OF PROFIT FROM ROOM SALES
BECAUSE ROOMS ONCE MADE CAN BE SOLD OVER AND OVER AGAIN IF
THE HOUSEKEEPING DEPARTMENT IS EFFICIENT ENOUGH IN THE
MAINTENANCE OF THE ROOM IN A SALEABLE CONDITION. A GOOD HOTEL
OPERATION ENSURES OPTIMUM ROOM SALES TO BRING IN MAXIMUM
PROFIT.

ROOM SALES IN A HOTEL ARE DEPENDENT ON MANY FACTORS

CONCERNING THE ROOM ITSELF, LIKE THE FACILITIES, DECOR,
CLEANLINESS ETC. ROOMS ONCE MADE CAN BE RE-DESIGNED TO MEET
CHANGING GUEST REQUIREMENTS, BUT THE MAINTENANCE AND UPKEEP
OF THE SAME IS STILL TO BE HANDLED BY THE HOUSEKEEPING
DEPARTMENT. ANOTHER ASPECT TO BE CONSIDERED WHILE EVALUATING
THE ROOM SALES PROJECTION IS THE PERSONAL TASTES OF THE GUEST
SEGMENTS WHICH MAY VARY EVEN INDIVIDUALLY.

THE HOUSEKEEPING DEPARTMENT IS NOT ONLY RESPONSIBLE FOR THE

UPKEEP OF ROOMS BUT ALSO OF THE VARIOUS PUBLIC AREAS WHICH
GUEST FREQUENTS. THE VARIOUS PUBLIC AREAS, ESPECIALLY THE LOBBY
GO A LONG WAY IN INFLUENCING A GUEST’S OPINION OF THE HOTEL AND
THEREBY INFLUENCING THE HOTEL SALES.

SINCE THE CHOICE VARIES THE TASK OF APPEALING TO ALL KINDS OF

GUESTS BECOME QUITE DIFFICULT. TO MAKE THE ROOM APPEALING TO A
GUEST IS THE TASK OF THE HOUSE KEEPING DEPARTMENT. THUS THE
PERSONAL EFFORT WHICH THE DEPARTMENT MAKES IN GIVING A GUEST
A DESIRABLE ROOM HAS A DIRECT BEARING ON THE GUEST’S
EXPERIENCE OF THE HOTEL.

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THE EXECUTIVE HOUSEKEEPER USED TO TAKE BRIEFING EVERY MORNING
AT 7AM, IN WHICH HE APPOINTS THE LOCATION TO THE HOUSEKEEPING
ASSOCIATES WHERE THEY HAVE TO WORK ON THAT PARTICULAR DAY
AND ALSO BRIEFS ABOUT WHAT DIFFERENT WORKS THEY HAVE TO
DO,FOR GUEST CONCERNS,THE TABLE ATTENDANT USED TO HANDLE
GUEST CALLS BY GREETING THEM WITH NAMASHKAR AND ANNOUNCING
THE DEPARTMENT’S NAME,THEN HE LISTENS TO THE GUEST’S CONCERN
AND THEN INFORMS THE FLOOR SUPERVISOR TO ACT ACCORDING TO THE
QUERY,THEN THE FLOOR SUPERVISOR INDORMS THE GRA TO RESOLVE
THE GUEST CONCERN

HOUSEKEEPING HEIRARCHY

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 3. FOOD PRODUCTION/KITCHEN

HOTELS ARE JUSTLY PROUD OF THEIR REPUTATION FOR FINE CUISINE AND
ELEGANT DINING. FOOD PRODUCTION IS AN INTEGRAL PART OF THE SERVICES
OF THE HOTEL. WHEN THE GUEST ARRIVES AT THE HOTEL THEY NOT ONLY
EXPECT A COMFORTABLE AND RELAXED STAY, BUT ALSO 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
PROVIDES AS MANY FOOD OUTLETS TO THE GUEST SERVING VARIOUS KINDS OF
QUALITY CUISINE. NOWADAYS THE RESTAURANTS NOT ONLY PROVIDE

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SERVICES TO THE IN-HOUSE GUESTS BUT ALSO TO THE LOCAL GUESTS AND THE
RECOGNIZED PATRONS. IN FACT, MANY OF THE HOTELS ARE FAMED BY THEIR
FOOD OUTLETS AND THEIR CHEFS. ALTHOUGH AT THE HOTEL MORE
IMPORTANCE IS GIVEN TO THE ROOMS RATHER THAN THE FOOD PRODUCTION, IT
CANNOT BE DENIED THAT THE VARIOUS RESTAURANTS DO A LOT OF BUSINESS
AND THEREBY GENERATE A GOOD AMOUNT OF REVENUE FOR THE HOTEL. FOOD
PRODUCTION IS A RESPECT TO THE 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
GOALS OF PROFIT, EMPHASIS IS NOT ONLY ON QUALITY OF FOOD AND
TECHNIQUES OF PREPARATION BUT ALSO ON HYGIENE ' 'NUTRITION.,
SATISFACTION, AND ECONOMY TO A CUSTOMER.
THERE WAS ONLY ONE KITCHEN IN THE HOTEL WHICH TOOK CARE OF ALL THE
CUISINES AND CHEFS USED TO PREPARE DIFFERENT CUISINES IN DIFFERENT
SECTIONS OF KITCHENS. ATTACHED TO THE KITCHEN THERE WAS A BAKERY
WHERE BAKERS USED TO PREPARE
MUFFINS,CAKES,DOUGHNUTS,BAGUETTE,PASTRIES,ETC.

THE DIFFERENT CUISINES CONSISTED OF

INDIAN,CONTINENETAL,CHINESE,TANDOOR,ETC.

THE MORNING AND AFTERNOON SHIFT USED TO TAKE CARE OF THE

RESTAURANT AND IRD PREPARATIONS WHICH CONSISTED OF THE WHOLE MENU
AND THE NIGHT SHIFT HANDLED ONLY IRD WHICH HAD A SMALL NIGHT MENU.

FOOD PRODUCTION HEIRARCHY

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 4. F&B SERVICES

FOOD AND BEVERAGE SERVICE IS A DYNAMIC INDUSTRY COVERING A WIDE

RANGE OF JOB ROLES. FROM BARISTAS TO HEAD WAITERS, MIXOLOGISTS AND

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SOMMELIERS, IT IS A CAREER WITH MANY OPPORTUNITIES FOR DEVELOPMENT.
A POSITIVE ATTITUDE AND HARD WORK CAN LEAD TO GREAT THINGS FOR YOUR
CAREER. IN THE HOTEL ON AN AVERAGE THE FNB DEPARTMENT MAKES MUCH
MORE REVENUE THAN ROOM SALES.FNB HAS A STRONGHOLD ON THE HOTEL
INDUSTRY AS IF A HOTEL HAS ONLY ROOMS TO OFFER THE GUEST WOULDN’T
WANT TO STAY THERE AND RATHER OPT FOR STAYING IN A HOTEL WITH A FEW
FNB OUTLETS AS PART OF IT. YOU CAN BARELY IMAGINE A HOTEL WITHOUT FNB
AND THE OTHER THREE CORE DEPARTMENTS AS WELL BUT YOU CAN CALL IT A
RESTAURANT. THE CATERING INDUSTRY ENCOMPASSES THOSE PLACES THAT
PROVIDE MEALS TO THE CUSTOMER AT COST. CATERING INDUSTRY MAY BE OF
‘ON-PREMISES’ AND ‘OFF-PREMISES’ TYPES. ON-PREMISES CATERING REFERS TO
THE PREPARATION AND SERVING OF FOOD AT THE PLACE WHERE THE FUNCTION
IS HELD, WHEREAS, OFF-PREMISES INVOLVES PRODUCING FOOD AT A CENTRAL
KITCHEN AND SERVICE PROVIDED AT THE CLIENT’S LOCATION. THE CATERING
INDUSTRY IS DIVIDED INTO THREE SEGMENTS, VIZ. COMMERCIAL,
NONCOMMERCIAL AND MILITARY. CATERING MANAGEMENT MAY BE DEFINED
AS THE TASK OF PLANNING, ORGANIZING, CONTROLLING AND EXECUTING IN
FOOD PREPARATION AND SERVING. CATERING CAN ALSO BE CLASSIFIED AS
SOCIAL CATERING AND CORPORATE (OR BUSINESS) CATERING. THE CATERING
ESTABLISHMENTS ARE CATEGORIZED BY THE NATURE OF THE DEMANDS THEY
MEET. RESTAURANTS, TRANSPORT CATERING (AIRLINE CATERING, RAILWAY
CATERING, SHIP CATERING, SURFACE CATERING), OUTDOOR CATERING, RETAIL
STORE CATERING, CLUB CATERING, WELFARE CATERING, INDUSTRIAL CATERING
AND LEISURE CATERING ARE SOME OF THE TYPES OF CATERING
ESTABLISHMENTS. THERE IS NO INDUSTRY IN THE WORLD WHICH IS NOT
DIRECTLY OR INDIRECTLY, ONE WAY OR THE OTHER, RELATED TO THE CATERING
INDUSTRY. COMMERCIAL CATERING INDUSTRY IS THE ONLY INDUSTRY THAT
PROVIDES FOOD, AT A PRICE, AWAY FROM HOME.

BANQUET MANAGER-

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THE BANQUET MANAGER SUPERVISES THE BANQUET OPERATIONS, SETS UP
BREAK-DOWN SERVICE ACCORDING TO THE STANDARDS ESTABLISHED BY THE
HOTEL. HE CO-ORDINATES THE BANQUET SERVICE IN CONJUNCTION WITH
OTHER DEPARTMENTS INVOLVED AND PREPARES WEEKLY SCHEDULES FOR THE
BANQUET PERSONNEL. FROM THE TIME THE BOOKINGS ARE DONE TILL THE
GUEST SETTLES THE BILL, THE BANQUET MANAGER IS IN CHARGE OF ALL
ASPECTS OF BANQUET AND CONFERENCE OPERATIONS. HE SUPERVISES THE
WORK OF THE BANQUET SALES ASSISTANTS, WHO DO THE BANQUET BOOKINGS
AND THE CAPTAINS AND WAITERS WHO PERFORM THE FOOD AND BEVERAGE
SERVICE ACTIVITIES UNDER HIS GUIDANCE. HE IS RESPONSIBLE FOR
ORGANIZING EVERYTHING RIGHT DOWN TO THE FINEST DETAIL. THE BANQUET
MANAGER PROJECTS THE BUDGET OF THE BANQUETS, AND WORKS IN CLOSE
COORDINATION WITH THE CHEF IN PREPARING MENUS. HE IS RESPONSIBLE FOR
MAKING AN INVENTORY OF ALL THE BANQUET EQUIPMENT AND MAINTAINING
A BALANCE BETWEEN REVENUE AND EXPENDITURE. BANQUET MANAGERS MAY
ALSO BE DESIGNATED AS ASSISTANT MANAGERS IN THE FOOD AND BEVERAGE
SERVICE DEPARTMENT.

RESTAURANT-

A RESTAURANT IS A RETAIL ESTABLISHMENT THAT SERVES PREPARED FOOD TO

CUSTOMERS. SERVICE IS GENERALLY FOR EATING ON PREMISES, THOUGH THE
TERM HAS BEEN USED TO INCLUDE TAKE-OUT ESTABLISHMENTS AND FOOD
DELIVERY SERVICES. THE TERM COVERS MANY TYPES OF VENUES AND A
DIVERSITY OF STYLES OF CUISINE AND SERVICE. RESTAURANTS ARE
SOMETIMES A FEATURE OF A LARGER COMPLEX, TYPICALLY A HOTEL, WHERE
THE DINING AMENITIES ARE PROVIDED FOR THE CONVENIENCE OF THE
RESIDENTS AND, OF COURSE, FOR THE HOTEL WITH A SINGULAR OBJECTIVE TO
MAXIMIZE THEIR POTENTIAL REVENUE. SUCH RESTAURANTS ARE OFTEN ALSO
OPEN TO NONRESIDENTS. RESTAURANTS RANGE FROM UNPRETENTIOUS
LUNCHING OR DINING PLACES CATERING TO PEOPLE WORKING NEARBY, WITH

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SIMPLE FOOD AND FIXED MENU SERVED IN SIMPLE SETTINGS AT LOW PRICES, TO
EXPENSIVE ESTABLISHMENTS SERVING EXPENSIVE SPECIALTY FOOD AND WINES
IN A FORMAL SETTING. IN THE FORMER CASE, CUSTOMERS USUALLY WEAR
CASUAL CLOTHING. IN THE LATTER CASE, DEPENDING ON CULTURE AND LOCAL
TRADITIONS, CUSTOMERS MIGHT WEAR SEMI-CASUAL, SEMI-FORMAL, OR EVEN
IN RARE CASES FORMAL WEAR. TYPICALLY, CUSTOMERS SIT AT TABLES, THEIR
ORDERS ARE TAKEN BY A WAITER, WHO BRINGS THE FOOD WHEN IT IS READY,
AND THE CUSTOMERS PAY THE BILL BEFORE LEAVING. IN CLASS OR POSH
RESTAURANTS THERE WILL BE A HOST OR HOSTESS OR EVEN A MAÎTRE D'HÔTEL
TO WELCOME CUSTOMERS AND TO SEAT THEM. OTHER STAFF’S WAITING ON
CUSTOMERS INCLUDE BUSBOYS AND SOMMELIERS.

MENU-

IN A RESTAURANT, A MENU IS THE LIST OF DISHES TO BE SERVED OR AVAILABLE

FOR A DINER TO SELECT FROM. THE ITEMS THAT ARE AVAILABLE FOR THE DINER
TO CHOOSE FROM ARE BROKEN DOWN INTO VARIOUS CATEGORIES, DEPENDING
ON THE TIME OF DAY OR THE EVENT. THE COMPILATION OF A MENU IS THE MOST
IMPORTANT PART OF A CATERER'S WORK. IT IS REGARDED AS AN ART, ACQUIRED
ONLY THROUGH EXPERIENCE AND STUDY. THE MENU IS A LINK BETWEEN THE
GUEST AND THE ESTABLISHMENT; HENCE THE ESTABLISHMENT’S
PROFESSIONALS SHOULD CAREFULLY PLAN IT, NAMELY THE EXECUTIVE CHEF,
THE FOOD AND BEVERAGE MANAGER AND THE FOOD AND BEVERAGE
CONTROLLER. THE WORD MENU DATES BACK TO 1718, BUT THE CUSTOM OF
MAKING SUCH A LIST IS MUCH OLDER. IN EARLIER TIMES, THE ESCRITEAU (BILL
OF FARE) OR MENU OF CEREMONIAL MEALS WAS DISPLAYED ON THE WALL
LOADABLE WITH THE KITCHEN STAFF TO FOLLOW THE ORDER IN WHICH THE
DISHES WERE TO BE SERVED. IT IS SAID THAT IN OLDEN TIMES, MENUS WERE
LIKE A LARGE DICTIONARY WITH SECTIONS COVERING A VARIETY OF DISHES.
AS TIME PROGRESSED THE LENGTHY SINGLE COPY MENU BECAME SMALLER
BUT INCREASED IN NUMBER ALLOWING A NUMBER OF COPIES PLACED IN TABLE

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INCREASED. DEPENDING ON THE ESTABLISHMENT AND THE OCCASION, THE
MENU MAY BE PLAIN OR ARTISTIC IN ITS PRESENTATION.

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I HAVE ATTACHED THE MENU THAT WAS AVAILABLE IN THE HOTEL FOR
RESTAURANT AND IN ROOM DINING.

F&B HEIRARCHY

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 CONCLUSION

TRAINING AT PRIDE HOTEL & CONVENTION CENTRE,INDORE HAS BEEN A VERY

SPECIAL LEARNING EXPERIENCE. I GOT THE OPPORTUNITY TO BE A PART OF ONE
OF THE BEST UPCOMING INDIAN BRANDS. ALL THE THEORETICAL KNOWLEDGE
THAT I’VE LEARNT IN COLLEGE SO FAR, I WAS ABLE TO APPLY IT PRACTICALLY.
WORKING IN THE FRONT OFFICE DEPARTMENT HAS GIVEN ME A BETTER
PICTURE OF HOW THINGS WORK IN A HOTEL. I WAS LUCKY TO GET THE SUPPORT
FROM MY SUPERIORS TO OBSERVE AND LEARN NEW THINGS THAT HAVE
INCREASED MY KNOWLEDGE. TRAINING IN THIS HOTEL HAS HELPED BOOST MY
CONFIDENCE IN INTERACTING WITH GUESTS FROM DIFFERENT COUNTRIES AND
CULTURAL BACKGROUNDS AND I HAVE A BETTER UNDERSTANDING ON HOW TO
DEAL WITH SPECIFIC DIFFICULT SITUATIONS. THE KNOWLEDGE AND SKILLS
THAT I HAVE RECEIVED DURING MY TRAINING IS GOING TO HELP ME SECURE A
BETTER FUTURE IN THIS INDUSTRY TO WHICH I’M VERY GRATEFUL. VARIOUS
ASPECTS OF THE COURSE WHICH WERE KNOWN TO ME JUST IN BOOKS GOT
CLARIFIED AND ENHANCED MY KNOWLEDGE. THESE THREE MONTHS HAVE
ENHANCED MY KNOWLEDGE AND GIVEN ME MORE CONFIDENCE TO WORK WITH
INDIVIDUALS FROM DIFFERENT CULTURES. DEALING WITH GUESTS WHO MIGHT
NOT BE FAMILIAR WITH THE CITY OR THE CULTURE OF THE PLACE, IS A
CHALLENGING TASK AND IT HELPED ME TO BECOME MORE CONFIDENT. IT WAS
A GREAT EXPERIENCE AND IT WILL HELP TO ENTER THE HOSPITALITY INDUSTRY
WITH BIGGER VISION AND MISSION TO PURSUE. NOW THAT I AM DONE WITH MY
TRAINING I AM CONFIDENT ABOUT WHAT I WANT TO DO IN THE FUTURE. THIS
WAS NOT THE CASE BEFORE. I WAS CONFUSED BETWEEN FRONT OFFICE AND
KITCHEN BUT NOW I HAVE REALIZED THAT THE FRONT OFFICE IS WHERE I WANT
TO BE. OUR WORLD IS GOING THROUGH TRYING TIMES DUE TO COVID AND I
FIND MYSELF VERY LUCKY TO BE ABLE TO COMPLETE MY INTERNSHIP IN THE
MIDDLE OF A PANDEMIC! BEING THE FIRST BATCH TO TRAIN AFTER COVID, WE
WERE EXPOSED TO THE NEW NORMAL IN THE WORLD OF HOSPITALITY. I HOPE

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THIS EXPERIENCE WILL SHAPE OUR FUTURE IN A BETTER WAY AND MAKE US
MORE EQUIPPED TO DEAL WITH VARIOUS KINDS OF PROBLEMS THAT MIGHT
ARISE IN OUR WORK LIFE IN THE FUTURE. LASTLY I WOULD LIKE TO THANK ALL
THE PEOPLE THAT MADE THIS EXPERIENCE OF MINE ENRICHING AND FRUITFUL.

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