Industrial

Training Report
2021
Hyatt Regency
Ring Road, Bhikaji Cama Place, R.K. Puram – 110066
ROLL NO.:
PHILIP GEORGE The LaLit Suri
2041314053
Hospitality School
 INDEX

 Acknowledgements
 About Hyatt Regency, Delhi
 About the brand- Hyatt
 Food & Beverage Department
 Overview of the F&B department
 Organizational hierarchy
 About the restaurants
 My experience
 Housekeeping department
 Overview of the Housekeeping department
 Organizational hierarchy
 Types of rooms and floor layout
 Standard Operating Procedures (SOPs)
 My experience
 Kitchen department
 Overview of the Kitchen department
 Organizational hierarchy
 Tasks performed
 Experience in La Piazza
 Duties of chefs
 Front office department
 Overview of the front office department
 Organizational hierarchy
 Functions- Front and back of the house
 My experience
 Inter departmental co-ordination
 ACKNOWLEDGEMENTS

“If a man is called a streetsweeper, he should sweep streets even as Michelangelo painted,
or Beethoven composed his music, or Shakespeare wrote poetry. He should sweep streets so
well that the hosts of heaven and Earth will pause to say, here lived a streetsweeper, who did
his job well!”
~Martin Luther King Jr.

I would like to express my gratitude to Mrs. Nidhi Gaur, Faculty training

coordinator and Mr. Vimal Kumar, Principal, The LaLit Suri Hospitality
School, for providing me with the opportunity of undergoing Industrial
Training, which turned out to be a great learning experience.

I would also like to thank Mr. Jayant Tripathi, our Learning and training
Manager, for encouraging me and facilitating throughout the training period
and for facilitating the process of report making on the same.

I would also like to acknowledge the special efforts of the entire hotel, in each
department I completed my training with – food & beverage service, kitchen,
housekeeping, and front office.

I take this opportunity of training to be a steppingstone in my career. I will

strive to use and hone these skills in the industry in future. I will cherish the
relationships that I have made during the training forever and intend on
continuing those in my career.
 ABOUT HYATT REGENCY, DELHI

Hyatt Regency in R.K. Puram, is a

business hotel under the Asian Hotels
(North) Ltd., with a very easy proximity
to the Indra Gandhi International Airport,
corporate houses, embassies, and many other
important institutes.

It is rated 5-star luxury property of Hyatt with

lavish 547 rooms, including 51 suite rooms in
3 categories, making it one of the best choices
for the business clients, who need an easy
proximity to the most prominent structures
and buildings in Delhi.

Hyatt Regency has seven food outlets apart

From in room dining option, for in-house guests
and out-of-the-house guests as well.

Page 2
 ABOUT THE BRAND - HYATT

Hyatt is an American hospitality brand, with

headquarters based in Chicago. Hyatt is one of
the most renowned brands in the hotel industry
worldwide, with about 20 brands, including- Park
Hyatt, Hyatt Regency, Grand Hyatt, Andaz, etc.

HISTORY OF HYATT – BRIEF OVERVIEW:

1957- Hyatt House, Los Angeles started by Jay Pritzker
1967- Shifting to hotels, beginning with the 21-storey Hyatt Regency, Atlanta
1969- Going global, opening of Hyatt Hotel in Hong Kong
1972- Central reservation system started in Hyatt
2007- Andaz introduced as a brand by Hyatt (‘Andaz- A concept by Hyatt’)
2009- Going public, getting listed in NYSE (New York Stock Exchange)
2015- Purpose launch of the Hyatt:

“We care for people, so they can be their best”

2018- Practicing inclusion and public disclosure of purpose
2019- Global summit in San Diego
2020- During the pandemic (“Care brought us together”)

Hyatt House, Los Angeles Hyatt Regency, Atlanta

 COVID-19 PROTOCOLS

Hospitality industry is one of the most affected industries during the pandemic,
since the essence of the industry, i.e., the human touch was something now not
well- accepted due to obvious reasons.
In this time, Hyatt Regency, Delhi took various measures for the safety of
its guests and employees in every way possible. To list a few:
COVID PROTOCOLS CONCERNING GUESTS:
The guests are subject to the temperature check before entering the hotel,
also the sanitizers can be spotted everywhere.
The capacity of number of guests has been reduced and the seating is
done on a considerable distance, keeping in mind the social distancing.
The cutlery is not kept on the plates in open, instead sanitized and folded
beautifully in the napkins, made into covers and given to guests with
tongs, to minimize the human touch.
Placing of glass shields on the buffet counters in the restaurants.
Use of gloves, masks, and sanitizers at all times by the employees of
the hotel to ensure hygiene.
Separate air bubble and rooms for the quarantine of the guests suspected
of or suffering from Covid-19.

COVID PROTOCOLS CONCERNING EMPLOYEES:

Daily checking of employees’ temperature and recording the same during
security check.
RTPCR of the employees when returning from long leave or when
returning after being unwell.
No employee will be allowed on duty, who has symptoms relating to
covid, vis-à-vis, high fever, cold, low oxygen level, etc.
Consistent use of masks, gloves, and sanitizer on duty.
FOOD & BEVERAGE
DEPARTMENT
 Food & Beverage Department – An Overview

The F&B Service is one of the major operational departments for any
hotel. Same being in the Hyatt Regency, Delhi.
However, the difference in the F&B Service in this hotel and other hotels is
during the lockdown, where Hyatt Regency, Delhi became the first 5-star
hotel in India to start home deliveries for people in need, or for people who
could not afford going out due to the pandemic restrictions.
The major revenue of the hotel was the highest turnover with the concept of
home delivery, as compared to the other 5-star hotels around.
There are 7 food and beverage outlets in the hotel-
 The China Kitchen
 TK’s Oriental Kitchen
 La Piazza
 Café
 Polo Lounge
 Sidewalk
 Syrah
Service department includes the following as well under its operation:
 Council and Regency Club
 Events
 Organizational Hierarchy

Food and Beverage department has a 7-level hierarchy:

F&B
Director

Assistant
Director

Outlet Manager

Assistant Manager

Team Leader

Guest Service Officer

Guest Service Associate

Food and Beverage Department -
About the Restaurants
 THE CHINA KITCHEN

The China Kitchen is, as the name suggests, the Chinese cuisine restaurant and
one of the main food outlets of the hotel. It’s one of the best restaurants in India,
considered to serve in a sophisticated manner the classic Chinese food menu.

Among the best dishes of this restaurant are- Peking duck, Dumplings, Kung
Pao Chicken, and its soups.

PHOTO GALLERY-

LATEST RELATED NEWS:

 TK’S ORIENTAL KITCHEN

TK’s Oriental Kitchen, i.e., Teppanyaki’s Seven Oriental kitchen is the

Oriental/ Japanese cuisine restaurant of the hotel. This is also one of the main
kitchens of the hotel. It includes dining for both in-house and out-of-the-house
guests. This restaurant has a live grill for the guests as well.

Among the best dishes to try here are- Sushi, Thai Green Curry, Prawns, and
soups.

PHOTO GALLERY:

FOOD GALLERY:
 CAFÉ

Café is the multicuisine restaurant of the hotel, thus being one of the most
prominent and the busiest outlets. It serves all the cuisines and all meals to the
guests. The breakfast buffet here is free of cost for the in-house guests, every
day from 7 A.M. to 11 A.M.

The dining options here include dine-in for both in-house and out-of-the-house
guests, take away, and home delivery.

PHOTO GALLERY:

BREAKFAST BUFFET MENU:

 LA PIAZZA

La Piazza is the Italian cuisine restaurant if the hotel, to make to the best
Italian cuisine restaurants all over India. La Piazza literally means ‘The
Square’, has a piano shaped restaurant service area. It is open to both the in-
house and out-of- the-house guests, for both buffet and the A la carte services.

Food that is a must try here include- PLP 25 (Pizza La Piazza 25, all
assorted vegetables topped with the pesto sauce), Mushroom ravioli, risotto,
tiramisu, etc.

PHOTO GALLERY:

LATEST RELATED NEWS:

 POLO LOUNGE/SIDEWALK

Polo Lounge is the cocktail bar/lounge of the hotel. The lounge has a vintage
type of décor and design, along with live sports streaming, thus making a
perfect ambience for the guests. It includes a wide collection of drinks
including a selection of champagne, red and white wine, beer, whiskey, etc.;
served with a range of salads, snacks, starters, and beverages.

Sidewalk is the bake shop of the hotel. It serves bakery items including-
pastries, cakes, savories, morning bakes, and a variety of breads. It has an
option of designing cakes on order. It serves coffee, tea, and other soft drink
beverages too.

PHOTO GALLERY:
 SYRAH

Syrah is the Mediterranean cuisine restaurant/outlet of the hotel. It has been

opened recently, but is one of the most beautiful food outlets, with the
lighting, colours, and the pool side setting, which makes it even more
astonishing and breath-taking.

Some of its very prominent dishes include Feta bread, Mediterranean Hummus
bowl, Paella, etc.

PHOTO GALLERY:

LATEST RELATED NEWS:

 FOOD AND BEVERAGE DEPARTMENT- MY
EXPERIENCE

The outlet that I worked for was the Events Service/ Banquet Service.

Working in the event service has been an incredible experience, as I was dealing
directly with the guests. When there were no events, the work usually was to
clean and stack all plates, glasses, and cutlery in their respective places. But on
the day of the event true potential could be shown.

The banquet hall in Hyatt Regency is called as Regency Ballroom. It can

accommodate around 600 guests. The Oval which was constructed recently is a
new banquet hall which can accommodate more than 1000 guests. It has a
theatre kitchen also. We also have a Living Room for small events with a
maximum of 100 guests, it also has a showcase kitchen.

While I was working in events a lot of marriages, conferences and meetings

took place, which gave me an opportunity to interact with the guest one on one.
I was given tasks like clearing of plates and glasses, service of snacks, service
of beverages.

In a few events I was also the bartender and got some knowledge about the
functioning of a banquet bar. Even though the working hours were long I had
the most fun in this department. Running around trying to please the guest,
bringing orders for the guest these were some difficult tasks.

The most important thing I learnt was how to interact with guests and how one
should be confident. Working in events made me think fast about solutions to
problems as there was a lot going on simultaneously.
HOUSEKEEPING
 Housekeeping Department- An Overview

Housekeeping department in a hotel ensures a major part of the profit for any
hotel, even though being an ancillary department. Reason being, customers
demand a clean, tidy, and sanitised ambience and environment, after paying so
much for the services. Also, especially since the pandemic times have started,
the guests are always even more conscious about the cleanliness and
sanitization.

There are total of 547 rooms in the hotel, with 496 rooms and 51 suites of
various categories. The rooms are spread over a total of 7 floors. The hotel also
offers several 1 bedroom, 2 bedroom, and 3-bedroom luxury apartments in The
Residences.

The main functions of the housekeeping department include:

To maintain To use good

overall cleanliness inquality
hoteland safe equipment’s

To manage
laundry and linen of the hotel To control
the pests
and insects

To ensure a
hygienic
To keep the level of cleanliness in guest rooms always
hotel with the classy interior look
 Organizational Hierarchy

Hyatt follows a 7-level hierarchy in the department:

Head of
Rooms Division

Executive
Housekeeper

Housekeeping
Manager

Assistant Manager

Team Leader

Guest Service Officer

Guest Service Associate

 Types of Rooms

REGENCY STANDARD KING ROOM:

This room is a 27-square meter contemporary room, with a king bed, granite
bathroom, beautiful lighting, and high-speed internet access. Following are the
amenities included in the room:
 32-inch or larger TV
 Individual air conditioning access
 24-hour room service
 Spacious bathroom with a bathtub
 Health faucet
 Hair dryer
 Enhanced work desk lighting
 Robes
 Minibar and tea/coffee facility
 In-room electronic safe
 Newspaper on request
 Crib on demand
 Complimentary internet access
 Iron/ ironing board on demand
 REGENCY STANDARD TWIN ROOM:
This room is a 27-square meter contemporary room, with two twin beds, granite
bathroom, beautiful lighting, and high-speed internet access. Following are the
amenities included in the room:
 32-inch or larger TV
 Individual air conditioning access
 24-hour room service
 Spacious bathroom with a bathtub
 Health faucet
 Hair dryer
 Enhanced work desk lighting
 Robes
 Minibar and tea/coffee facility
 In-room electronic safe
 Newspaper on request
 Crib on demand
 Complimentary internet access
 Iron/ ironing board on demand
REGENCY SUITE KING ROOM:
Unwind within this 50-square meter suite offering spacious living area, king
size bed, two-way airport transfers, and option of a garden or pool view.
This is the standard suite room. The amenities included in the room are:
 49-inch or larger TV
 Individual air conditioning access
 24-hour room service
 Spacious bathroom with a bathtub and shower
 Health faucet
 Hair dryer
 Enhanced work desk lighting
 Robes
 Minibar and tea/coffee facility
 In-room electronic safe
 Newspaper on request
 Crib on demand
 Complimentary internet access
 Iron/ ironing board on demand
 Access to Regency Club Lounge serving breakfast and evening cocktails.
Kids below the age of 8 years are not allowed in the evening cocktails.
 Two-way airport transfers
REGENCY EXECUTIVE SUITE ROOM:
This is a 53-square meter sophisticated suite offering spacious separate
living area, king size room, walk-in wardrobe, deluxe bathroom, two-way
airport transfers, and option of a garden or pool view. The amenities
included in the room are:
 49-inch or larger TV
 Individual air conditioning access
 24-hour room service
 Spacious bathroom with a bathtub and shower
 Health faucet
 Hair dryer
 Enhanced work desk lighting
 Robes
 Minibar and tea/coffee facility
 In-room electronic safe
 Newspaper on request
 Crib on demand
 Complimentary internet access
 Iron/ ironing board on demand
 Access to Regency Club Lounge serving breakfast and evening cocktails.
Kids below the age of 8 years are not allowed in the evening cocktails.
 Regency Club Boardroom can be reserved for 1 hour on
complimentary basis for one private meeting with maximum of 8
members (subject to availability).
 Two-way airport transfers
HYATT CLUB ROOM:
This room is a 25-square meter contemporary room, with a king-size bed,
granite bathroom, beautiful lighting, city view, and high-speed internet access.
Following are the amenities included in the room:
 32-inch or larger TV
 Individual air conditioning access
 24-hour room service
 Spacious bathroom with a bathtub
 Health faucet
 Hair dryer
 Enhanced work desk lighting
 Robes
 Minibar and tea/coffee facility
 In-room electronic safe
 Newspaper on request
 Crib on demand
 Complimentary internet access
 Iron/ ironing board on demand
 Floor Layout

1- B-wing 8- Guest elevators

2- A-wing 9- Linen Chute
3- C-wing 10- Service elevators
4- D-wing 11- Clearance rack
5- E-wing 12- Store
6- A-wing pantry
7- E-wing pantry

There are a total of 7 floors in the hotel. Each floor has approximately 60 rooms
and 8 suites. Each floor is divided in 5 wings- A, B, C, D, and E. There are 2
pantries on each floor at 2 distant corners of A and E wings.
The landing area connects the guest area of the floor to the back area of the
hotel. Landing is equipped with large dustbins, clearance racks, and big trolleys.
There are 2 service elevators and 3 guest elevators to connect the guests from
lobby to floors. The guests have an access and are allowed to the floor they have
a card access to, only.
 Standard Operating Procedures (SOPs)

To perform toward the guest satisfaction and work productivity

simultaneously, there are certain fixed protocols or procedures to be followed
while performing operations.
STANDARD OPERATING PROCEDURE OF ENTERING A ROOM:

 The DND rooms should be left undisturbed.

 Knock the door and announce in a pleasant voice- “Housekeeping…”.
 Wait for the guest’s response. In case of no response, announce the same
again in five seconds.
 In case there is no response the second time too, open the lock with the
key, and enter the room.
 If the guest is sleeping, withdraw from the room quietly.
 If the guest answers, ask the guest when they would like the room to
be serviced.
 In case the guest says later, acknowledge the reply and withdraw from the
room.
 If the guest comes while the room is being serviced, ask the guest
politely if he’d like to return in a while.

STANDARD OPERATING PROCEDURE OF ENTERING A DND ROOM:

 Do not disturb the guest by placing a call till 2 o’ clock in the noon. After
2 P.M., the supervisor calls the room to know the guest needs.
 The housekeeping staff contacts the supervisor to make sure whether
to service the room.
 If the guest was not answered by the guest after two calling attempts,
the room is serviced.
 To their best judgement, the housekeeping staff enters the room
and continues with usual housekeeping work.
STANDARD OPERATING PROCEDURE OF CLEANING A ROOM:

 Once the staff enters the room, they should use the door stopper, not
the room linen as one.
 Keep the guest room door open while cleaning the room. Open
the windows and patio doors as well.
 Assemble the furniture and place appropriately. Keep the vacuum
cleaner and other apparatus in the room.
 Check the type of bed.
 Take the bed linen of appropriate size and place it on the nearest chair.
 Remove previous bedspread and place it on the nearest chair. Inspect
the bed and pillows for their condition and for any lost and found item.
 In case of the check-out room, deposit the item to the floor supervisor. In
case of the occupied guest room, place the item such that it is safe and
visible to the guest.
 Put soiled sheet and pillow covers in the linen chute bag of the trolley.
 Empty ashtrays and rubbish from the dustbins into trash cart of
the trolley.
 Pick up the used glasses, mugs, cups, and place them on the bathroom
platform.
 Spray the bathtub, basin, glasses, mugs, etc. with the cleaning liquid.
 Let them soak the chemical from liquid. Meanwhile, make the bed.
 Start dusting from extreme inside and work outwards.
 Clean wipe the TV and straighten the guest items. Sweep room and
patio floor.
 Mop the room and patio floor.
 Clean the glasses, mugs, and cups. Sanitize the glasses, mugs,
remote, telephone, etc.
 Inspect the condition of wardrobe and bathroom slippers.
 Replace if soiled.
 Close the patio door, close all the curtains.
 Clean the entrance door.
 Close and lock the room door.
 Report any damage spotted to the floor supervisor.
 Housekeeping- My Experience

The outlet I was appointed with in this department was Laundry.

All the soiled linen from every floor was sent to the laundry room through the
linen chute. From here the linen was segregated. Bedsheets and duvets were
kept separately, pillow covers were kept separately, bath robes, towels, and
face towels separately.

The soiled linen was weighed as only 150kgs could be washed at a time in the
machines. After washing all the soiled linen were dried and pressed on the
flat press.

Removing of stains from clothes, dry cleaning clothes, pressing of shirts and
pants are the other activities that used to take place in the laundry.

I used to work on the flat iron press where bedsheets, duvets, pillow covers,
napkins, tablecloth and aprons used to be pressed. This job was supposed to
be done in such a manner that everything comes out properly pressed as
everything had to go in the guest room. So, a lot of care was taken.

I also operated the washing machine and the dryer.

Towel folding was also done. Towels had a different fold depending on the
outlet they were from.

Working in the laundry gave a new experience about the working culture and
how work should be done.
KITCHEN
 Kitchen- An Overview

Kitchen department is concerned with the preparation of food. It’s a process in

which the raw materials are cooked, combined, and transformed to make a dish.
The scope of this department has broadened a lot in past few years, in both India
as well as in abroad.

A chef is preliminarily involved in purchasing and deciding the menu,

supervising the kitchen, maintaining the quality of food, sanitisation standards,
and coming up with new dishes.

Kitchen department includes the main kitchen, speciality restaurants’ kitchen,

banquet kitchen, pantry section, vegetables/butchery (commissary section), and
the bakery.

Following were the parts of kitchen in the Hyatt Regency:

 The China Kitchen

 TK’s Oriental Grill
 La Piazza kitchen
 Syrah Kitchen
 Banquet service
TK’s Oriental Grill La Piazza Kitchen
 Bakery
 Commissary
 Butchery
 Garde Manger
 B1 Café

Syrah
 Organizational Hierarchy

There is an 8-level hierarchy in Hyatt in kitchen:

Executive
Chef

Executive
Sous Chef

Chef de Cuisine

Sous Chef

Chef de partie

Deputy Chef de Partie

Commis

Apprentice
 Tasks carried out- Kitchen

TASKS CARRIED OUT IN MORNING SHIFT:

 The function prospectus is again carried cross examined.

 The kitchen is set-up.
 Mise-en-place for food stuff is done.
 Buffet food is prepared and sent.
 Stores are brought (including groceries, vegetables, and butchery).
 Soups/ stocks are prepared and sent as required.
 The shift also does indent for raw materials the next day.

TASKS CARRIED OUT IN THE EVENING:

 Stores are brought (if there are any balances).

 The kitchen is once again set up.
 Order for food is prepared.
 Mise-en-place for their own shift is done.
 Soups/ stocks for the banquets are prepared.
 Live pasta is provided for in case demanded.
 Mise-en-place for closing is done.
 Experience in Kitchen- B1 Café

I was given a chance to work in the B1 Café kitchen, i.e., the cafeteria of
Hyatt Regency.

Working there gave me a good understanding of bulk cooking. I was able to

witness the bulk kitchen and see all the equipment’s they used for the purpose
of cooking. Huge boiling vessels, huge kadhai’s, kneading machine and many
more.

Everyday the menu was different. Some day’s there would be a variety of
deal, someday rajma, sweet dish used to be kheer or halwa. Alternatively,
non-vegetarian items were also served such as chicken, egg curry and mutton.

Almost everyday we used to peel 100kgs of onions and pass them through a
slicer.

It was a unique experience in the kitchen, kit was fun and learning. And I
realized that bulk cooking is not easy. It takes a lot of experience to get to
know which spices to be put in what quantity.

Luckily I got the opportunity to cook meals along with my chef who was
guiding me and educating me on the same.
 Responsibilities- Kitchen

DUTIES OF THE EXECUTIVE CHEF:

 Plan and direct food preparation and culinary activities.

 Modify menus or create new ones that meet quality standards.
 Estimate food requirements and food/labour costs.
 Recruiting the kitchen staff and managing their activities.
 Give prepared plates the ‘final touch’.
 Rectify arising problems/ complaints.
 Perform administrative duties.
 Comply with nutrition, cleanliness, and sanitization standards while
food preparation and handling.
 Maintain a positive and professional approach with the co-workers and
the customers.

DUTIES OF THE SOUS CHEF:

 A Sous Chef performs and is tuned to all the same duties as performed
by the Executive Chef and handles everything in his absence.

DUTIES OF CHEF DE PARTIE:

 Preparing, cooking, and presenting dishes within your specialty.

 Managing and training the demi- chef de parties under them.
 Ensuring high standards of sanitation while preparation of food.
 Controlling the food wastage.

DUTIES OF A COMMIS CHEF:

 Assisting in food preparation process.

 Cooking and preparing elements of high-quality dishes.
 Preparing vegetables, meat, and fish for food preparation.
 Helping with restocking and organization of the kitchen.
DUTIES OF AN APPRENTICE:

 They perform some of the tedious tasks involving operating of

the restaurants, banquets, dining hall, etc.
 An apprentice assists the head chef while training themselves to be in
the top-tier.
 Overseeing the supplies in the refrigerator and store rooms.
 Cleaning and serving food whenever necessary.
 Additionally, under supervision they are to operate equipment in the
kitchen including- mixers, choppers, fryers, toasters, steamers, ovens,
etc.
FRONT OFFICE
 Front Office- An Overview

Front office department is the face of the hotel for guests, the first place
that guests interact with in the hotel. This department is the most and very
much visible to the guests.

For a business such as hospitality, the front office department comes with an
aspect of elevating the customer experience with the business. Front office
handles the transactions between the guests and the hotel. The staff receives the
guests, handles their requests, and strikes the first impression of the hotel in
their minds.

Following are the functions of the front office department of a hotel:

Creating Handling
guest database guest accounts

Coordinating Trying to sell

guest Service a service

Ensuring Handling in-

house communication
guest satisfaction
 Organizational Hierarchy

There is a 7-level hierarchy in the front office department:

Head of
Rooms Division
Front Office Manager

Assistant Front
Office Manager

Lobby Manager

Team Leader

Guest Service Officer

Guest Service Associate

 Front Office- Functions

There are two sections in front office- front of the office and back of the
office.
FRONT OF THE HOUSE:
Front of the House gets in the direct touch with the guests and is usually the
first place that guests get to when they arrive the hotel. There are different
sections in front of the house as well. All the sub-departments perform different
functions:
Reception/ Registration desk:
It is in the lobby and performs various functions to welcome the guest
and register them in the hotel. A few of those are listed below:
 Warmly receiving all the guests that arrive.
 Perform pre-registration formalities and perform guest check in.
 Assign a room type and rack rate for the guests.
 Co-ordinate closely with the housekeeping department to know the
rooms OOS (Out of Service) or OOO (Out of Order).
 Issue VIPs amenities voucher to the Food and Beverage services.
 Establish guest history records in the data base during check-out
(personal and financial).
 Handle guest complaints/ requests.
 Determine the long run and short-term availability of the rooms in
hotel.
 Satisfying the special needs of guests like providing the differently-
abled barrier free rooms.

Bell desk:
Bell desk is located close to the entry of the hotel. It’s headed by a bell
captain. The section takes of the luggage to be carried to the guest
rooms. Following are the functions performed by the bell desk:
 This desk is responsible for handling the guest luggage
during arrival and departure of the guests.
  Escorting the guests to rooms on their arrival.
 Performs rooming of the guest.
 The bell desk also handles paging of the guests.
 Making sundry purchases, delivering amenities, medicines, etc.

Travel desk:
Travel desk is like a travel guide to the guests from the hotel. Following
are the functions of the travel desk:
 Arranging the pick-up and drop services for the guests on their
arrival.
 Providing vehicles to guests on demand at pre-decided rates.
 Arranging sight-seeing tours for the guests.
 Making travel arrangements like air/ railway ticket booking.
 Arranging a guide for the guests who can communicate in their
language.

Concierge:
Concierge services include following:
 Make reservations for dining in famous restaurants.
 Obtaining tickets for theatres, musical, or supporting events.
 Arranging for transportation by cars, coaches, buses, trains, etc. for
the guests.
 Providing information on social events, exhibitions, etc.

Business center:
Following are the main functions of a business center:
 To provide the communication facilities like STD, Fax, etc.
 It helps the guest in arranging and organizing meetings.
 In some hotels secretarial facility is also provided to guests
by business center.
 Finance (Cash and bills section):
It is handled by a front office cashier, and provides following services:
 Secured payment from the guest.
 Changing the foreign currency as per the rules and regulations.
 To manage safety deposit locker.
 Settling of the guest account while their departure.

BACK OF THE OFFICE:

The operations that are carried out in the absence of the guests or that do not
need the involvement of guests, are called back of the office operations.
Following are the sections of back office:
Reservations:
Reservation means booking in advance. So, blocking of the rooms as per
the guest requirements is the function of this section of back office. Main
functions include following:
 Handling reservation requests through e-mail, telephone, websites,
fax, etc.
 Process and confirm the reservation request.
 Update the room availability chart.
 Handle all cancellations and amendments.
 Keep reservation correspondence complete and systematic.
 Forecast future room reservation status.

Telephones:
This section is handled by the telephone operators and is located at the
back of the house of the front office department. Its main functions are
mentioned below:
 Handle incoming and outgoing calls.
 Transfer the calls to guest rooms through EPABX.
 Providing information and handling the guest related calls.
 Answering the guest related queries about the hotel facilities
and events.
 Preparation of telephone bills made by the guests.
 Co-ordinating the emergency situations.
 Front Office- Experience

I was placed at the Concierge during my Front Office training.

I learnt that one should have in depth knowledge of the hotel i.e., knowing
where all the restaurants are, where are the restrooms etc. Also one should
have knowledge about the nearby tourist destinations, shopping complexes
etc.

Booking of airplane tickets, railway tickets is also a main job at the

Concierge.

We were given the responsibility and the opportunity to collect guest

luggage and deliver to their respective rooms, delivery messages or any
other time which the guest had ordered.

We were also sent to collect the guest luggage from their room and keep it
at the bell desk. This was a different exposure in all. Being in the front,
talking to the guests, making sure they are comfortable and making them
feel more than welcomed.
 Interdepartmental Co-ordination

Food & Beverage department:

Food & Beverage service is one of the departments that earns major part
of the revenue for hotel. However, it’s not possible that it can work
independently without the support of other departments. Following are
the ways in which service department is assisted by other departments:
 Kitchen- It’s the backbone in assistance of service department
since there is not much to do if there is no food production. Also,
there needs to be co-ordination in deciding the menu by taking in
notice the demand of dishes as suggested by the service
department and recipes recommended by the kitchen department.
 Front Office- Reservation records of guests need to be tallied
between the two departments. Also, room service needs to co-
ordinate well with the front office basically to update guest
records.
 Housekeeping- Main co-ordination in these two departments
is because of the IRD (In-room dining).

Housekeeping:
Housekeeping is concerned with maintain a clean and tidy ambience for
the guests. However, it’s not possible for the department to work without
any support from other departments.
 Front Office- To know the number of reservations, tally the
rooms reserved and their status, to know the check-out
rooms, etc. and to update regarding the same to the front
office.
 Maintenance- To ensure there are no damaged electric
items, electronics, or any other damages in the guest rooms,
the housekeeping department has to co-ordinate with the
maintenance department.
 Security- To check with the guest profiles, report any
suspicious activity, etc., the housekeeping department co-
ordinates with the security.
Front Office:
Front office is the main face of the hotel, still can’t operate without the
help of other departments:
 Housekeeping- To tally the records related to guests, the
room related information, status of rooms service, etc.,
front office co-ordinates very closely with the housekeeping
department.
 Room Service- Room service is informed about the arrival
of VIP guests, who have special privileges or offers.
 Sales- Sales is directly connected with front office. Since
front office responsible for 60-70% sales in the hotel, the
two departments have to inform each other regarding
schemes/ data on sales.

Kitchen:
Kitchen department is the backbone of the hotel, almost since food is an
essential part of the vacation/ work-based tour of the guest, and good
food is essential for the same. The kitchen department co-ordinates with
the following:
 F&B Service- As mentioned already, kitchen is very much
related to the F&B outlets, the intimate relationship helps
in maximisation of revenue.
 Kitchen stewarding- The kitchen department maintains a
special relationship with the kitchen stewarding
department since cleanliness of utensils, kitchen area,
maintaining hygienic standards, and reporting possible
faults to maintenance department are some of the very
important tasks in kitchen.
 Housekeeping- Uniforms room collects and provides
the uniform to the kitchen department.
 Bibliography

The report is entirely based on my experience and includes original compilation

of facts based on Hyatt Regency, Delhi to the best of my information.
However, some of the information was taken from the following sites:
 https://www.zomato.com/
 https://www.hyatt.com/
 https://en.wikipedia.org/wiki/Hyatt