1

INDUSTRIAL TRAINING EXPOSURE REPORT

at

TAJ SANTACRUZ , MUMBAI

Submitted by

SINGH SHEKHAR RAVINDAR

in partial fulfillment for the award of the degree

of

BSC IN HOSPITALITY AND HOTEL ADMINISTRATION

IHM Chennai - Institute of Hotel Management

Catering Technology and Applied Nutrition

IGNOU

2020-2023
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NAME - SNGH SHEKHAR RAVINDAR

INSTITUTE - IHM CHENNAI

NCHMCT - 2041105250

COURSE - BSC IN HOSPITALITY AND HOTEL

ADMINISTRATION

SEMESTER - IV

CONTACT - 9867665947

E MAIL - ss6899630@gmail.com
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TAJ SANTACRUZ
Chhatrapati Shivaji Maharaj International
Airport, T1, Off, Western Express Hwy,
Navpada, Vile Parle East, Santacruz East,
Mumbai, Maharashtra 400099
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Acknowledgment

Apart from my efforts,the success of any project depends

largerly on the encouragement and guidelines of many
others. I take this opputunity to express my gratitude to
the people who have been instrumental in the successful
completion of my industrial training.

I would like to show my greatest appreciation to my

college IHM Chennai who gave me the golden
opportunity to my industrial trainng from such a
luxurious and esteemed property.

A special thanks to my college training coordinator Mr.

Michael Santosh Sir and TAJ Santacruz L&D Manager
Mr.Nikhil Mujumdar Sir for helping me during my
training period.

Finally I would like to thanks all the staff of TAJ

Santacruz and my Family And Friends who
supported , encouraged and understood me .
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IntRodUctIon

the IndIAn hotels compAny lImIted

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The Indian Hotels Company Limited (IHCL) and its

subsidiaries bring together a group of brands and
businesses that offer a fusion of warm Indian
hospitality and world-class service. These include
Taj – the hallmark of iconic hospitality, SeleQtions, a
named collection of hotels, Vivanta, sophisticated
upscale hotels and Ginger which is revolutionizing
the lean luxe segment.
Incorporated by the founder of the Tata Group,
Jamsetji Tata, the Company opened its first hotel -
The Taj Mahal Palace, in Bombay in 1903. IHCL has a
portfolio of 196 hotels including 40 under
development globally across 4 continents, 12
countries and in over 80 locations.
The Indian Hotels Company Limited (IHCL) is South
Asia’s largest hospitality company by market
capitalization. It is primarily listed on the BSE and
NSE.
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One IHCL, One Tata

The Tata group turned 150 in 2018 and we, at IHCL, are proud
to be a part of its legacy since 1899 as we participate in its ‘One
IHCL One Tata’.
One Tata is a Tata group-wide initiative designed to drive
synergies across all Tata companies through simplification to
jointly enhance scale. Given the breadth of operations of the
Tata group, leveraging the ‘One Tata’ concept has opened
limitless possibilities for all Tata companies.
IHCL’s core philosophy of ‘One IHCL’ is fuelled by vision,
authenticity and passion. It binds the group entities together,
extending the feeling of oneness and family among employees
and partners across the IHCL landscape, similar to that of the
Tata group.
Founded by Jamsetji Tata in 1868, the Tata group is a global
enterprise, comprising over 100 independently operating
companies. The group operates in more than six continents with
a mission to improve the quality of life of the communities it
serves globally. Through long-term stakeholder value creation
based on ‘Leadership with Trust', the Tata brand stands as a
lasting promise behind its businesses, many of which are
industry leaders. IHCL is honoured to be one of the first of those
timeless and tireless initiatives.
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Tata Legacy
In A fRee enteRpRIse, the commUnIty Is not jUst AnotheR
stAkeholdeR, bUt Is In fAct the veRy pURpose of Its
exIstence

AlwAys AIm At peRfectIon foR only then wIll yoU

AchIeve excellence
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If yoU wAnt to wAlk fAst, wAlk Alone.

bUt If yoU wAnt to wAlk fAR, wAlk
togetheR

1st Chain of Luxury Hotels

1st Power Plant in India

1st Passenger Car in India

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ASPIRATION 2022

three pronged strategy of re

Our pivotal programme, Aspiration 2022, is based on the three-pronged re-structuring, re-
imagining the Company’s portfolio. The strategy is aimed at margin enhancement and
engineering and re-imagining a
growth to fulfil our aspiration of becoming the most iconic and profitable hospitality company in South Asia.
Therefore, it will focus on exploring new markets, expanding existing properties, monetising non non-core
assets, optimising costs and simplifying the group structure to grow the bottom line. The five
five-year
programme will also include leveraging the digital channel to strengthen the brand and generate more
revenue
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bRAnds

Taj, IndIa’s sTrongesT Brand across IndusTrIes

and secTors*, *, Is an IconIc hospITalITy Brand
from The IndIan hoTels company lImITed. The
Brand conTInues To Be one of The mosT
revered and loved hospITalITy Brands wITh a
legacy of over 116 years of ImpeccaBle servIce
and genuIne warmTh. emBodyIng
emBodyIng The spIrIT
of “Tajness”, auThenTIc orIgInal palaces,
landmark hoTels, IdyllIc resorTs and
naTural safarI lodges InTerpreT The
TradITIon of hospITalITy In a refreshIngly
modern way To creaTe unIque experIences
and lIfelong memorIes.

HOTELS 89
KEYS 13,363
DESTINATIONS 55
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 Taj hoTels

Experience a haven of luxury and comfort, ideally located in the middle

of bustling cities and towns

 Taj palace

Experience India’s majestic old-world charm and rich tradition in

stunningly restored living palaces.

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 Taj resorTs

Experience absolute tranquility and luxury, surrounded by mesmerising

views.

 Taj safarIs

Experience the thrill of India's exotic wilderness in four hotspots and

embark on the adventure of a lifetime.

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Welcome to SeleQtions, a named collection of hotels from IHCL.

Spanning signature city hotels and extraordinary leisure resorts, SeleQtions
provides distinct experiences for travellers who seek unforgettable stories.
Celebrating a legacy of time, a sense of place or a specific theme these unique
properties bring to life experiences through their location, décor, service, cuisine
and more. Feel the solitude of great open spaces, get a whiff of age old
traditions or re-discover a metropolis you thought you knew everything about; a
SeleQtions stay is as exclusive and personal as it gets.

HOTELS 24
KEYS 1,858
DESTINATIONS 22
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HOTELS 35
KEYS 4,977
DESTINATIONS 33
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HOTELS 84
KEYS 7,651
DESTINATIONS 50
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BUNGALOWS 72
KEYS 281
DESTINATIONS 32
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Responsibility

We, at IHCL, have inclusion and business

responsibility embedded in our DNA and
proudly carry forward the beacon of
community service laid by our founder
Jamsetji Tata. We give back to society by
enabling livelihoods for less privileged
target groups through skilling and
leveraging our business value chain to
support traditional art & heritage and
social purpose organizations. We
support our neighborhoods by
maintaining & promoting public spaces,
tourism spots & heritage sites. We
persistently work towards optimizing
energy and water usage and responsible
waste management and regularly
communicate our sustainability
performance through United Nations
Global Compact and Business
Responsibility Reporting
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TATA CORE VALUES

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tAj sAtAcRUZ
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Nestled in the heart of the city, offering breath-taking

views of the runway from the largest rooms in the city,
the hotel is a mere 10 minutes by road from the
international airport. The cutting-edge corporate parks
of Bandra-Kurla Complex along with the Bombay
Exhibition Centre at Goregaon, are swiftly accessible
from our 5 star hotel in Mumbai. While Andheri and
Bandra, the two western suburbs that are pivotal to
India’s film and fashion industry, can be reached just as
quickly.

Our luxury hotel near Mumbai domestic airport embodies

the best aspects of Palatial and Art Deco design, both of
which are recurrent architectural themes in Mumbai. And
while neither of these styles has been overstated,
neither has been underplayed either. Tradition and
modernism intertwine, evident in the intricate details of
its interiors at Taj Santacruz, Mumbai and this flavour
extends itself to the culinary realms too.

A feast for the senses awaits you in the atrium, where a

six-story high piece of Thikri art changes colour with the
sky’s ever-changing hues. Indulge in the rich medley of
flavours and local specialties with organic twists
prepared by our Chefs. An all-day dining destination at
heart, Tiqri mirrors the soul of Mumbai street food,
possesses the pulse of Maharashtrian cuisine and
captures the global culinary journey on your plate. In its
various avatars, Tiqri offers guests myriad experiences.
Conclude your weekend on a happy note with your loved
ones at the Sunday Brunch. The Afternoon Tea experience
at Tiqri is just the beginning of a promising evening ahead.
With an array of recipes paired with hot brews, the menu
captures tantalizing flavours synonymous with Mumbai
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street food. Offering unmatched spirited experiences

with a stellar collection, Tiqri Bar Lounge is a swanky
addition to the restaurant. Adding to the culinary
repertoire, China Inc, our Chinese specialty restaurant
offers an authentic Sichuan and Cantonese fare while
Rivea, our Italian specialty restaurant brings to the table
refined flavours from the shores of Italy.

Take your delight quotient up a notch with the elegantly

furnished rooms and suites that help you rediscover
bespoke luxury. The Presidential, Grande Luxury, Luxury
and Junior Suites as well as the Taj Club and Luxury
Rooms pride themselves on being the largest of their kind
in the city.

In keeping with the design theme, the Ballroom and

Imperial room at the hotel, reserved for celebratory and
corporate events alike, amalgamate sheer functionality
and technological expertise with aesthetic appeal and
grandeur. And if, after all of this, your senses still crave
stimulation or solace, holistic wellness awaits your
arrival at the world-renowned Jiva Spa.

Symbolic of all that is Mumbai, Taj Santacruz will

permanently etch this city as a treasured memory.
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Orientataion - Taj Santacruz

lobby
LOBBYLLL

Welcome to the Grand Lobby of Taj

Santacruz. The name of the Chandelier
above you is called Lira, which represents
the Galaxy of Stars. This magnificent piece is
made with 3,500 hand blown glasses by
Ahura and is designed by Dino Antonello
from Italy. The Aquarium in front of you is
believed to bring positive energy. It
comprises of 35 varieties of fishes all
brought from Malaysia and totally they are
72 in number. As we move further , above at
both the sides[Highlighting with open
gesture] is the Twin Assortment of Golden
Globe from Roberto Cavali
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UnIqUe feAtURe

Location Advantage:
• The hotel is strategically located at the
business centre and is ideal for visiting the famous
landmarks of the city, as well as the numerous
museums and galleries.
● 10 minutes from the International airport

● 2 minutes from the Domestic airport

● 10 minutes from Andheri commercial Hub

● 15 minutes from the financial hub of BKC

● 30 minutes from Bombay Exhibition Centre

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Rooms

Rooms

Largest rooms in the city (580 sq. ft.) to

provide complete comfort.
• The design features include timber
flooring, etched back painted glass &
cushioned bench windows, all customized to
define the sophisticated tone of these luxury
rooms.
• State-of-the-art technologies including
High Speed uninterrupted Internet &
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• 40 inch LED screen television adds a

contemporary touch
TRANQUILITY ROOMS:
In order to cater to Guests who just want a good
nights sleep at any point of time during the day, We
have our Tranquility rooms to offer which do not
have any view and no external light will enter the
room. This is basically for Crews or Guests who
are Jet Lagged and just want to relax keeping in
mind we are Adjacent t
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tAj clUb Rooms And tAj clUb loUnge

theRe ARe 28 tAj clUb Rooms wIth An AReA of 580 sq.ft. these
elegAntly styled Rooms offeRs A RAnge of benefIts, cARefUlly
chosen to mAke eAch stAy effoRtlessly enjoyAble. these
Rooms ARe desIgned to meet the needs of InteRnAtIonAl
bUsIness tRAvelleR.
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feAtURes of tAj clUb loUnge

• complImentARy tRAnsfeR fRom the AIRpoRt to the hotel

• welcome dRInk on ARRIvAl

• dAIly contInentAl bReAkfAst

• complImentARy Use of the clUb meetIng Room foR two hoURs

• two pIeces of gARments foR IRonIng peR stAy

• wI-fI seRvIces foR ResIdent gUests

• dAIly evenIng cocktAIls At the tAj clUb loUnge feAtURIng A

selectIon of cARefUlly cRAfted petIt foURs And hoRs d’oeRves
• Access to A fUlly eqUIpped fItness centRe wIth steAm, sAUnA
And jAcUZZZI fAcIlItIes

• RoUnd- the -clock vAlet seRvIce

• In -Room electRonIc sAfe • choIce of newspApeR

• exclUsIve check-In And check-oUt fAcIlIty

Chandeliers Present In the Hotel

Lobby Galaxy of Stars – The name of this
chandelier present on the ceiling of the lobby is
called Lira. The effect of the precious hand blown
glass rods creates light images that are both
refined and original. The magic of Lira is something
out of this world. This magnificent piece is made
with 3500 hand blown glasses by Ahura and
designed by Dino Antonello “ Made in Italy”
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Lira
●Rivea – Iris Crystal[Italian]

●Banquet – Iris Crystal [Italian]

●China INC - Lasvit

●Business Center – Iris Crystal[Italian]

●Tiqri – Lasvit

●Taj Club Lounge- Spectrum

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TIqrI

Tiqri
As the name suggests, Tiqri is an Rajasthani art
form which is made with broken glasses. The tree
you see ahead in the restaurant is 60 Feet in height
and 40 Feet in width, which is made with 4000
pieces of broken glass. For this beauiful piece of
art, there are 140 spot lights which beautifies the
tree even more in the night. The acrylic glass
allows natural light to enter the restaurant.
Adding to the charm there are 6 beautiful lights
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from LASVIT, CZECH REPUBLIC which compliments

the theme

lobby AqUARIUm

Lobby Aquarium
The First thing you see when you enter
Taj Santacruz is the Fish Tank which is
believed to bring in positive energy into
the hotel according to Vastu as the
hotel is situated in the east west
direction . The Fishes are bought from
Malaysia
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fRont offIce

Front Desk is a very important department in the

hotel, making direct contact with guests. The main
function of this department is Reservation, Guest
service, Check-in, Check-out, Telephone, Finance &
Cashiering, Foreign Exchange, Room Assignment,
Inquiry etc.
The Front Office is also called the nerve centre
of a hotel. It can be defined as a front of the
housing department located around the foyer and
the lobby area of a hospitality property. As this
department is located around the foyer area of
the hotel and is visible to the guests, patrons and
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visitors, they are collectively called “Front

Office”.
Should guests have any problems or require to
appreciate or comment, they would normally go
directly to the Front Office, because it is
convenient to contact and converse with other
departments. Therefore, this department is the
direct delegate to link the work and report the
consequence to other departments.
This department is one of the major operational
and revenue-producing departments of the hotel
which generates two-thirds of the revenue earned
by a hotel from the sale of the guest rooms. It
involves in providing valuable services to the
guests during the entire guest cycle consisting of
Pre-arrival, Arrival, Occupancy and Departure.
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Responsibility of a Trainee :-

 ensure availability at the front desk at

all times

 make sure the work area is always kept

in a tidy and organized condition

 attend phone calls, and reroute them to

the concerned person

 receive couriers, messages, and parcels

and forward them to the addressed
person as per SOP

 file all the reports and records

properly as per organizational
standards

 arrange all the keys in the key rack as

per SOP

 assist in preparing and distributing

amenity vouchers

 greet and welcome the guests visiting

the hotel
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 assist Front Office Associate in the

guest’s check-in during peak hours to
ease traffic at the front office like
making photocopies of documents, etc.

 assist Front Office Associate in all the

necessary preparations for important
events and conventions

 escort the guest to the room and explain

about the hotel and room’s facilities

 liaise with F&B and housekeeping

department regarding guest’s
requirements

 assist Bell Desk Associate with guest

luggage handing during arrival and
departure of the guests

 provide assistance to bell desk in

tagging all guest luggage

 help bell desk in distributing all night

audit reports to concerned departments

 assist the guest to his or her room or

other areas of the hotel, if required
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hoUsekeepIng

Housekeeping department in hotel ensures the

cleanliness, maintenance, and aesthetic appeal of
all rooms and public areas. The housekeeping
department not only turnarounds (prepares and
clean guestrooms) on a timely manner it also
cleans and maintains everything in the hotel so
that the property is as fresh and attractive
similar to the day when it opened the doors for the
business.
The effort that the housekeeping makes in giving a
guest a desirable room has a direct bearing on the
guest’s experience in a hotel. Thre are more
departments.employees working in the
housekeeping department when compared to any
other hotel
Being responsible for the turnaround of the
rooms in a timely manner, housekeepings primary
communications are with the front desk/reception
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team. Each room status is updated on a regular

basis from the housekeeping to the front desk and
vice versa. With new technologies available a
room status update can be done via the hotel
software, telephone systems, housekeeping mobile
applications etc.
Housekeeping also coordinates closely with the
maintenance or engineering department, as the
housekeeping staff identifies different types of
maintenance issues while cleaning the rooms and
reports to the maintenance team for rectification
or replacement. Example snags or issue with the
TV, AC, Heating unit, Plumbing, Lighting, Electrical
faults, Furniture, Toilet, Vanity, Tub, Towels
racks, Ventilation issues etc.
The role of housekeeping can change depending
upon the type or category of the hotel, for
example only in a luxury or full-service hotel
evening or turndown services are offered by
the housekeeping department. The housekeeping
department is one of the major 'Support Centre' in
the hotel as it doesn't generate any major revenue
for the hotel.
Housekeeping is considered as a 'back of the house'
department even though they have some direct
contact to the guests; like for example while
cleaning rooms, picking up laundry, providing
evening or turndown services etc.
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Responsibility of a Trainee :-
 Responsible for maintaining the hygiene and
appearance of the hotel

 Servicing and maintaining the guest rooms and

replenishing stock as and when needed.

 Providing service items to guest rooms upon requests

from the guests

 Able to do repetitive jobs with consistency and

excellence

 Gives high attention to details

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 Should be a good team worker

 Should be responsible, disciplined and organized

 Should be honest
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food And beveRAge seRvIce

Food and Beverage (F&B) is one of the core operational

departments within a hotel.

Its purpose is to professionally manage food and drinks.

From a hotel perspective, this department is responsible
for satisfying the food and beverage needs of both hotel
guests and casual guests.

The F&B department is usually the largest department in

a hotel, and deals with the purchasing of materials and
products, their storage, retrieval, processing and
serving. Serving can occur as part of room service, in
bars and restaurants on the hotel premises, and in
banquet and conference rooms.

F&B is a complex department where many activities take

place, as can be deduced from the description provided
above.
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Just to give an example, processing involves retrieving

items from the storage rooms, cleaning and washing them,
cutting and carving them, (pre-)cooking them, assembling
them on a plate while ensuring that each order is
promptly attended to.

Each activity in the F&B department presents several

specific sustainability challenges.

One can easily imagine how much information needs to be

conveyed in a chapter dedicated to sustainability and F&B.

‘Vessel’ is the device used to serve food and drinks whilst

‘space’ refers to the physical environment, such as a bar
or a restaurant, in which food and beverages are served.
By ‘person’ we mean both the person enabling (host) and
the person enjoying (guest) the food and drinks service.

For hotels with restaurants, the F&B department is

generally the second-largest operating department on
the premises and the second contributor to total
revenues, after Rooms Division.

Proper management of this department is undoubtedly

crucial for a hotel’s healthy financial balance and
usually features during hotel management courses.

proper management is also needed to accommodate the

impact of F&B on people and planet.
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Responsibility of a Trainee :-
 Attend briefings prior to the restaurant opening, well-
groomed and equipped with the basic aids of operations such
as bottle openers, pens, pads, and matches.
 Learn the du jour items, not-available items, menu
preparations, and their presentation.
 Complete mise en scène and mise-en-place before the
restaurant opens.
 Clean and polish allotted silverware, cutlery, glassware,
and chinaware.
 Stock the sideboard with proprietary sauces, jams, salt and
pepper shakers, butter dishes, linen, and other service ware.
 Lay table covers as per standards set.
 Fold napkins as per prescribed attractive styles.
 Requisition fresh linen and flowers from housekeeping.
 Air the restaurant and ensure that the station is clean.
 Receive, greet, and seat guests.
 Present wine-lists and menu cards and take orders.
 Serve food and beverage by the standards of the restaurant.
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RestAURAnts

RIVEA
Cuisine

• It is a 60 cover Restaurant.

• Rivea style Mediterranean food from south of France to North of Italy

and Spain

• Small tasting portions gives guest the choice to try different meals,
cooking style and flavors

• Exclusive range of 60 wine labels from France, Spain and Italy.

Orientation

InspIRed by RIvIeRA cUIsIne, RIveA offeRs A pRIvAte dInIng AReA And enotecA(wIne
lIbRARy) the InteRIoRs ARe done Up veRy elegAntly wIth lAsvIt chAndelIeRs And
the wAll on the RIght Is mAde wIth bRoken glAss In oRdeR to gIve A
medIteRRAneAn And coAstAl AmbIence And feel. A medIteRRAneAn InflUence
bRIngs RecIpes wIth hot spIces And seA foods. becAUse of the moUntAInoUs
coUntRy wIthoUt RIch fARmlAnds And heRds of dAIly cAttle, pRovencAl cookIng
Uses veRy lIttle mIlk And goAt cheese And pRedomInAnt Use of gARlIc, olIve oIl
And leItmotIf And the AbUndAnt heRbes de pRovence (RosemARy, sAge, mARjoRAm,
oRgAn, thyme, In vARIAble pRopoRtIons) As they gRew AbUndAntly In sUch
AReAs.As the AReA Is known foR theIR wInes And InclUdes some of the fInest
vIntAges of pRovence’s,
 48

TIQRI

Cuisine

Multi - cuisine restaurant, Speciality - serves Amchi Mumabi food.

Island Kitchen, Exclusive selection of teas and coffee

Ambience

A colossal ‘Tree of life’ mural, made with 4000 peices of broken glass.
The tree is 60x40 Atrium construction, acrylic ceiling which allows
natural light in the restauarnt, 140 spot lights with theatrical lighting
adding to the theme. 6 lights from LASVIT, Czech Republic adding to theme.

Orientation

This is our all day dining restaurant TIQRI. The tree you see on the wall is
called the “tree of life”,which is made with 4000 broken glasses and has
theatrical lighting displayed on the tree. Tiqri is an old Rajasthani art
and we had about 800 workers from Udaipur come to the hotel to make
this masterpeice. The restaurant is open 24 x7, offers a buffet with an
Island kitchen for Breakfast and Lunch, and A la carte for rest of the
meals. Its a multi cuisine offereing with cuisines like Indian, Asian, Thai,
Continental and a special section called “Amchi Mumbai”
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TIQRI Lounge and Bar

 Different varieties of draught beers and exclusive selection of tap beers Signature Homemade
cocktails

• Exclusive Champagne and vodka bar

• Shared snack platters along with tasting portions

CHINA INC
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Cuisine

● China Inc is a 70 cover restaurant which serves

Cantonese and Sichuan cuisine.

● It takes pride in being the first Schezwan Chinese

Speciality Restaurant in North Mumbai

● Specialty chef makes both contemporary and

traditional dimsums.

Ambience

● Beautiful Dragon shaped chandelier in China Inc

are from Lasvit, Chezh Republic to foster positive
energy.

● There are two identical Private Dining Rooms,

facing each other like a Mirror with a capacity of
10 persons each.

Orientation
China INC serves Cantonese and Sichuan cuisine,
interiors are done up in a very classy manner with
dragon chandelier which fosters positive energy.
It has two Identical Private Dining areas, a
capacity of 10 each. Apart from having a live
dimsum kitchen which is the focal point of the
restauarnt, the menu also offers a wide selection
of Chinese teas to offer our guests.
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BANQUETS

Imperial Room

● It is located on Level One with an area of

2600 Sq.FT. with a maximum capacity of 300
persons. Ideal location for Cocktails,
Classroom, Theatre and Boardroom Seating
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Grand Ballroom

● Located on ground Level with an area of 4,500 Sq.Ft and

a maximum capacity of 650 persons. Ideal Location for
Cocktails, Classroom, Theatre and Boardroom seating.

● Choice of exclusive indoor and outdoor locations within

the hotel for exhibitions, events and conferences with
easy access to the Grand Ballroom
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Busines Center
The Business Center is opened for 24 hours. It has
FOUR meeting rooms which are as follows:
● Magna- Located on Level one with an area of 258
Sq.Ft.
● Aristo- Located on Level one with an area of 376
Sq.Ft.
● Zenith - Located on Level one with an area of 635
Sq.Ft.
● Maxis- Located on Level one with an area of 941
Sq.Ft
54
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food pRodUctIon

Food Production is a department which is involved in

preparation of food. A process, in which raw materials
are cooked, combined and transformed to make a dish. The
scope of Food Production has been widening at a faster
pace in India as well as Abroad.

A Chef is involved from purchasing to deciding the menu,

supervising the kitchen, maintaining the quality of food,
sanitation standards, and coming up with new dishes. Food
Production department comprises of main kitchen,
banquet kitchen, soup section, pantry section, pastry
 56

section, baking & confectionary section, and vegetable

section. Sections may vary based on the scale and star
category of a hotel or hospitality establishment.

A Chef does more than cooking and has to handle many

responsibilities. Being a Chef requires great experience
and a flair for cooking. A Chef is responsible for
overseeing subordinates and the work they do. Chef is
responsible for menu planning and menu engineering; and
special dishes to be added from time to time. He/she is also
responsible for creating recipes, indenting and costing. A
Chef supervises the purchasing, preparation of food,
organization of kitchen, equipments required in the
kitchen, recruitment of staff, maintaining the cleanliness
and inspecting the quality of raw materials to be used in
cooking; at the same time be aware of safety standards.

Promotion from a junior Chef to a head chef may take

years and is competitive, but if you have that extra edge
and are focused, one could be a famous Chef at a young
age. Pursuing a career as a Chef is challenging, exciting
and rewarding at the same time.

One can even opt for self-employment and if you have the
confidence and skills in you, you can open up your
restaurant/hotel/café.

The institute from where you complete your

certificate or diploma or degree comes in
picture as an important aspect. Lords
Institute of Management offers certificate
course in Food Production Principles
affiliated to American Hotel & lodging
Educational Institute, USA. Students
graduated from the institute are market
ready and have high practical knowledge in
the meticulous tasks involved in various
sections of Food Production.
 57

CHEF NITIN MATHUR

EXECUTIVE CHEF TAJ SANTACRUZ
 58

Responsibility of a Trainee :-

 Assists in the preparation of several parts of a major meal by

mixing and stirring, ladling, adjusting heat, etc.

 Prepares breakfasts on an independent basis by cooking eggs

and meat, and preparing cereals, coffee and similar items

 Directs subordinates, and/or other helpers in dishing foods,

preparing portions, serving, and cleaning work areas and
utensils, and personally participate in such tasks when
required

 Performs other related work as required

 Prepares his mise-en-place for next day

 Assists with another station as assigned by the Chef de Partie

 Collects store items as required from the main kitchen

 Cleans and maintains kitchen equipment and reports any

repair or maintenance needed.
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jIvA spA
Jiva means an alcohol and a smoke free environment. The spa
consists of four single treatment rooms. The spa also boasts of an
outdoor swimming pool with large deck area and a unisex
gymnasium. Signature spaces include a large dawn, dedicated wet
areas with steam, sauna, chill showers and seperate change areas
for men and women with lockers and shower facilities. The spa also
provides robes, towels, slippers and other personal amenities

Timings Spa : Daily 0800 Hours

Swimming Pool and Wet Areas : Daily 0700 Hours - 2200 Hours

Gymnasium : open 24 Hours

SIGNATURE EXPERIENCES

tRUptI [ contentment]

This experience begins with our Indian Head massage to

relax and improve circulation and ease sore tired neck
muscles. The massage is done with rich essential oils to de
stress and calm your body, allowing cares and tension to
disslove , it also involves a massage on the soles of your
feet to create a profoundly relaxing experience and you
can complete this treatment with a nourishing beverage.
Duration - 120 Minutes.
 60

jIvAnIyA [ InvIgoRAte]
An energizing treatment to relieve muscular tension and improve
blood circulation. This treatement includes an exfoliating herbal
scrub of exotic spices and herbs from the hills of India, a heat-
stimulating wrap, followed by a revitalizing massage. Duration -
120 Minutes

shUdhIkARA [ detoxIfyIng ]

A unique combination of therapies used to purify the

system. A drainage massage, a wholesome cleansing scrub
and a plantain leaf wrap will leave you with a feeling of
lightness Duration - 120 Minutes
 61

pehAlwAn mAlIsh [ wARRIoR mAssAge]

Experience this traditional vigorous massage with either

our signature aromatheraphy oil or mustard ol, which is
extremely good for the skin and relieves aching, sore and
tense muscles. Duration - 90 Minutes

INDIAN THERAPIES

sAmmARdAnA [ IndIAn deep tIssUe mAssAge]

• A customised technique of muscle massage performed by specially -

trained hands, which works on your deep seated stress. Duration - 60
Minutes

pAdA mARdAnA [ IndIAn foot mAssAge]

• A sublime massage treatement performed on the soles of your feet to

create a relaxing experience.. This treatment benefits the entire body by
stimulating the reflex zones of the feet. Duration - 60 Minutes

pRIshtA mARdAnA [ bAck tReAtment]

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• This treatment has been created to eliminate tension and bring relief
through an ultimate back and shoulder massage. Our treatment includes
deep cleansing, exfoliation, steam and the application of a herbal mask.
This kind of treatment is ideal for sore backs. Duration - 60 Minutes

chAmpI [ IndIAn heAd mAssAge]

• This invigorating treatment is believed to promote hair growth , restore

the natural sheen and glossiness of the hair fibre. • Our signature blend
of traditional ingredients such as amla, brahmi, jatamansi, curry leaves
and neem are known to propagate long tasting and enriching benefits.
This massage releases muscular tension from the head, neck, shoulders,
creating a deep sense of relaxation and joy. Duration - 45 Minutes
 63

engIneeRIng And mAIntenAnce

The main functions of this department are:

 To maintain all the equipment s placed inside or

related with the hotel.
 To be responsible for smooth supply of electricity,
water, and smooth function of air conditioning unit.
 To be responsible for AMC of important and
expensive equipments.
 To maintain all the furniture and fixtures of rooms
and other area of hotel.
 64

AccoUnts

The main function of this department is:

 Preparation of budget and allocation of revenue and

expenditure for various department
 Maintain all account related books as accordance to the
government rules and regulations.
 Preparation of balance sheet of the company.
 Liaising with Govt. offices for tax and revenue related
matters.
 Collection of revenue from guests, companies etc.
 Giving salaries to employees.
 To keep check on the food & beverage cost.
 To keep check on the purchase and sale of alcoholic
beverages for the property.
 To keep the account of revenue generated and expenditure
under various heads for each department.
 65

hUmAn ResoURce

The main function of this department is:

 Recruitment and selection of employee

for hotel as per requirement.
 Training and development of employee
 Maintenance of attendance records,
leave records etc.
 Maintenance of personal file for each
employee with all details, for the
purpose of periodically appraisal.
 66

secURIty

The main function of this department is:

 To be responsible for safety and security of

guests of hotel.
 To be responsible for safety of employee.
 To keep check on theft cases of hotel.
 To cooperate with staff for fire exit
procedure.
 To keep record of received materials and
dispatched materials of or for the property.
 To keep record of movement of fixed assets of
property.
 To keep check on unauthorized entry of
people.
 67

Security Guidelines

• All Public Areas and guest floors are under video surveillance for
safety reasons.

• Non - residents and visitors are allowed to enter the hotel area after
registration at the reception.

• Non - residents are requested to leave/ vacate a guest room by 2300 hrs
or extra charges will be added to the room tariff.

• Carrying of illegal substances and weapons into the hotel is strictly

prohibited and the management reserves the right to refuse entry into
the hotel or notify the authorities if required.

• Smoking is prohibited in the hotel, however permitted in specifically

designated outdoor/ indoor areas.

• Keep all valuables in the safe provided in the room.

Safety features
Total Number of Fire Exits:
The Fire exits in the Hotel:

●Lobby[next to #: 444]

●Staff Entrance[next to # :419]

● Bay from LND[opposite to #:401]

● Control Room[opposite to 433

● Pool Side[next to #438]

Fire Exit Plan- In every room of our hotel, we have put a

fire exit plan so that the guest knows the most suitable
exit from their room and can escape as soon as possible.
 68

Assembly areas for various Emergency situations:

• Fire – At the 6th floor on extended terrace
• Earthquake – At ground floor next to the
canopy in the garden
• Bomb threat – Near to the receiving area
Safety Equipments available in all rooms in the
event of fire:
We have smoke and heat detectors, sprinklers,
and in - room safe for valuables.
First Aid Boxes in the Hotel:
The first aid boxes are located in the following
areas-
Security & Concierge - 24 Hours Available.
Staff entry requirements : Photocopy, Pcc’
Passport [ This is required only if the staff’s ID is
not made yet]
Outside vendor requirements: Photocopy, ID
prove, Passport Copy
 69

sAles & mARketIng

The main function of this department is:

 To sell the room nights and various

conferences facilities to various clientele.
 To sell the room nights to individual guest for
holiday purpose.
 To make the brand image of hotel in the market.
 To act as an agent for hotel and provide
various information of changes and updating.
 70

conclUsIon
It was an absolute worthwhile experience working at the TAJ
SANTACRUZ hotel . the friendly welcoming staff and the space
they have created for a trainee allowed me with ample
opportunities to learn and know myself as a worker.

This experience brought out my strength and also areas I needed to

improvise. It added more confidence to my professional approach,
built a stronger positive attitude and taught me how to work
efficiently in any team.

The primary objective of my internship was to gather a real life

working experience and put theoretical knowledge in practice. I am
grateful to entire team of the hotel for their unprecedented
support to make my working experience truly rewarding. Especially
working in front office department made me realize my
competencies and level of understanding regarding the same
subject.

As an intern, though I had a limited space to work , I still managed

to grab plentiful of experience. I made the best of every
opportunity I was given and made the utmost use of my abilities and
knowledge to fulfill my responsibilities. I could implement my
academic skills into practice and my efforts were highly
acknowledged . there is however some gap between our theoretical
knowledge and real life practice, yet the managerial level staff
members are quite open towards upgrading current approach – this
was extremely motivating.

Hence I can sum up by saying that my internship experience was a

milestone in my academic and professional experience. I thoroughly
enjoyed the challenges that came along every single day. I could
also bring some minor improvisations during my internship which
were able to leave their marks.

These lessons that I have learned will be valuable for my future

endeavors as well.